AT&T 585-320-742 Issue 1 AT&T TM MERLIN MAIL Voice Messaging System Multi-Lingual Version ® for MERLIN LEGEND Communications System System Administration
Copyright © 1993 All Rights Reserved Printed in U.S.A. AT&T 585-320-742 Issue 1 July 1993 Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. Federal Communications Commission (FCC) Interference Notice This equipment has been tested and found to comply with the limits of a Class A digital device, pursuant to Part 15 of FCC rules.
Trademarks MERLIN LEGEND is a registered trademark of AT&T. MERLIN MAIL is a trademark of AT&T. Warranty AT&T provides a limited warranty to this product. Refer to the “Limited Use Software License Agreement” card provided with your package. Ordering Information The order number for this book is 585-320-742. To order additional books, call 1 800 432-6600 in the U. S., 1 800 255-1242 in Canada, and from other countries, call 1 317 322-6646 or send Fax to 1 317 322-6699.
System Parameters 1 Port Allocation 2 Schedule 2 All Ports Automated Attendant 1 Update System Date and Time 1 All Ports Call Answer 2 Split Allocation 3 Weekly Business Schedule 2 Delayed Answer 3 On All Ports 1 Fax Extension Operator Extension On Automated Attendant Ports 2 On Call Answering Ports 3 No Delayed Answer 4 Open 1 Open or Closed for Today 3 4 Closed 2 5 General Mailbox Owner 6 System Administrator Mailbox 7 Maximum Digit Length 8 System Language 9 Monolingual 1 Bilingu
Enter System Administrator Password + # Enter System Administrator Extension + # Voice Mail Service Administration Main Menu 9 Automated Attendant 3 Mailboxes 4 Day Menu Play a Mailbox Configuration 2 Night Menu 1 2 Play the Menu Play the Menu 2 Modify the Menu 6 2 Modify the Menu 6 Create a Mailbox 4 Delete a Mailbox ✱ D Submenus 3 Play the Menu 2 Create the Menu Modify the 4 Menu 6 Announcements 4 Touch-Tone Gate Play the Announcement 2 Record an Announcement 7 Deactivate To
Systems Greetings Group Lists Scan Group Lists Create a Group List 5 7 2 Voice Mail Greeting 1 4 Automated Attendant Greeting 3 Day Greeting Modify or Review a Group List 6 Add Entry Delete a Group List ✱ D 1 Delete Entry ✱ D 1 Night Greeting 2
Contents About This Guide 1 vii ■ Terms and Conventions viii ■ Related Guides viii Overview 1-1 ■ System Services and Features Monolingual or Bilingual Operation Automated Attendant Service Voice Mail Service Call Answer Service 1-1 1-4 1-5 1-16 1-20 ■ MERLIN MAIL—ML System Configurations 1-21 ■ Subscribers’ Responsibilities System Administrator System Operator General Mailbox Owner 1-22 1-22 1-23 1-24 ■ Preparing for System Administration Planning Forms Accessing the MERLIN MAIL—ML Sy
Contents 2 3 4 ii Changing System Parameters 2-1 ■ Changing MERLIN MAIL—ML Port Allocation 2-2 ■ Changing the Delayed Answer Setting 2-5 ■ Adding, Changing, or Deleting a Fax Extension 2-6 ■ Changing the System Operator Extension 2-7 ■ Changing the General Mailbox Owner 2-9 ■ Changing the System Administrator’s Voice Mailbox 2-11 ■ Changing the Maximum Number of Digits in an Extension 2-12 ■ Changing the MERLIN MAIL—ML Language Selection 2-13 Changing the Schedule 3-1 ■ Cha
Contents 5 ■ Changing the Main Menus Playing a Main Menu Prompt or Definition Changing Selector Codes and Selector Code Actions Changing the Dial 0/Timeout Action Only Recording the Main Menu Script Only 4-7 4-8 4-10 4-14 4-15 ■ Creating and Changing Submenus Playing a Submenu Prompt or Definition Creating a Submenu Changing a Submenu Deleting a Submenu 4-18 4-18 4-20 4-23 4-29 ■ Changing Announcements Playing an Announcement Recording an Announcement Deleting an Announcement 4-30 4-30 4-31 4-33
Contents 6 7 iv ■ Initializing a Subscriber’s Password 5-13 ■ Changing the Voice Mailbox Language 5-15 ■ Deleting a Mailbox 5-18 Creating, Changing, and Using Group Lists 6-1 ■ Administering Group Lists Scanning a Group List Creating a Group List Reviewing and Modifying a Group List Deleting a Group List 6-2 6-3 6-4 6-5 6-7 ■ Sending Messages Using Broadcast or Group Lists Sending a Broadcast Message to All Subscribers Sending a Message to a Group List 6-8 6-8 6-10 Changing System Greet
Contents 8 Troubleshooting 8-1 A MERLIN MAIL—ML Factory Settings A-1 B Sending Faxes to the MERLIN MAIL—ML System B-1 GL Glossary GL-1 IN Index IN-1 v
About This Guide This guide provides instructions for managing and programming the MERLIN TM MAIL Voice Messaging System—Multi-Lingual Version. It is intended for the person (called the system administrator) who is responsible for maintaining the system. This guide assumes that the system has already been set up; if you need information on initial system programming, see the MERLIN MAIL—ML Installation, System Programming and Maintenance guide.
About This Guide Terms and Conventions The following conventions are used throughout this guide: ■ Subscriber means a registered MERLIN MAIL—ML Voice Mail Service user; someone who has a MERLIN—ML mailbox. ■ Telephone dialpad buttons are shown as rounded boxes enclosing the digit, letter, or character they represent, such as [ 1 ] for the button containing the number “1”. ■ [ # ] means press the pound button.
About This Guide Guide Title Order Number MERLIN MAIL Voice Messaging System—Multi-Lingual Version Planning Guide and Forms 585-322-541 Installation, System Programming and Maintenance 585-320-141 System Administration* 585-322-742 User’s Quick Reference* 585-322-741 MERLIN LEGEND Release 1.0 System Programming 555-610-111 PBX System Planning 555-610-113 PBX System Planning Forms 555-610-117 Key System Planning 555-610-112 Key System Planning Forms 555-610-116 MERLIN LEGEND Release 1.
Overview 1 System Services and Features MERLIN MAIL Voice Messaging System—Multi-Lingual Version, hereafter called the MERLIN MAIL—ML system, works with the MERLIN LEGEND Communications System to automate the call handling, call answering, and voice messaging needs of your company.
Overview Voice Mail Service provides the MERLIN MAIL—ML system’s voice messaging features. Voice Mail Service lets subscribers send voice mail messages to other subscribers and listen to messages left in their mailboxes by subscribers and external callers. All services provided by the MERLIN MAIL—ML system can be implemented in a single language (monolingual mode) or two languages (bilingual mode).
Overview MERLIN MAIL—ML Voice Messaging System Monolingual/Bilingual Mode Automated Attendant Service Voice Mail Service Call Answer Service Prompts caller to make a choice from a menu of options, then routes the call to the selected destination.
Overview Monolingual or Bilingual Operation You choose to operate the MERLIN MAIL—ML system in monolingual or bilingual mode. In monolingual mode, you select the single language in which MERLIN MAIL—ML system prompts, menus, and announcements are played. In bilingual mode, you select both a primary system language and a secondary system language. The primary system language is the default language for which system prompts, menus, and announcements are played.
Overview Automated Attendant Service The MERLIN MAIL—ML system’s Automated Attendant Service consists of a greeting and one or more menus, providing callers with a number of options that allow them to quickly access an extension, a department, or information by pressing a single dialpad button.
Overview ■ Announcements of frequently requested information (such as directions or business hours) can be included as menu options, thereby freeing an employee’s time for other tasks. Examples of Automated Attendant Service The following examples show how you can set up Automated Attendant Service for monolingual and bilingual modes. The examples illustrate how a caller can quickly reach the extension he or she wants. Monolingual Mode Example—English as the Only Language.
Overview Bilingual Mode Example—French Speaking Caller and French as the Primary Language. The following example shows what a French speaking caller would hear if French was set up as the primary system language and English was set up as the secondary system language. As part of the initial greeting set up by the customer, the caller hears an English prompt to press [ * ] [ 1 ] to select English.
Overview Bilingual Mode Example—Spanish Speaking Caller and English as the Primary Language. The following example shows what a Spanish speaking caller would hear if English was set up as the primary system language and Spanish was set up as the secondary system language. As part of the initial greeting set up by the customer, the caller hears a Spanish prompt to press [ * ] [ 1 ] to select Spanish. By pressing [ * ] [ 1 ] in response to this prompt, the caller selects the secondary system language.
Overview Bilingual Mode Multilevel Menu Example—English Speaking Caller and English as the Primary Language. The following example shows what an English speaking caller would hear after reaching an Automated Attendant Service that includes submenus and pre-recorded announcements: Automated Attendant Service Prompts You have reached the City Zoo. Para escuchar en español, marque los [ * ] [ 1 ] ahora. For admission charges, press [ 1 ]. For special events, press [ 2 ]. For group sales, press [ 3 ].
Overview This multilevel menu approach is useful for many businesses and agencies, such as banks, insurance agencies, post offices, and department stores. For example, Automated Attendant Service could be used in the banking business. A multilevel menu allows clients to select recordings of specific information they need, such as current loan, mortgage, or savings account interest rates; speak directly to a loan officer or account manager; or wait for an available customer service representative.
Overview Immediate Call Handling With Immediate Call Handling, Automated Attendant Service answers all incoming calls, both day and night. If the MERLIN MAIL—ML system is busy and does not answer the call, additional calls (called overflow calls) will ring at the system operator’s phone, as shown in Figure 1-2. MERLIN LEGEND Control Unit Central Office Lines If the MERLIN MAIL—ML system does not answer MERLIN MAIL—-ML System Calls go to System Operator Figure 1-2.
Overview Delayed Call Handling With Delayed Call Handling, external calls ring immediately at the MERLIN LEGEND system operator’s console, both day and night. If the system operator does not answer, calls automatically go to Automated Attendant Service, as shown in Figure 1-3. MERLIN LEGEND Control Unit Central Office Lines If the system operator does not answer System Operator Calls go to the MERLIN MAIL—ML System Figure 1-3.
Overview If you want most calls handled by the system operator, use Delayed Call Handling. If the system operator is busy or does not answer, the calls are handled by the MERLIN MAIL—ML system. Night Only Call Handling With Night Only Call Handling, the Automated Attendant Service answers external calls only when the MERLIN LEGEND system is in Night Service. To use Night Only Call Handling, you must use MERLIN LEGEND Night Service. During the day, calls ring at the system operator’s console.
Overview Automated Attendant Service Scheduling You can set up Automated Attendant Service to provide different greetings, menus, and announcements for calls received when your company is open for business and when it is closed. For calls received during scheduled business hours, Automated Attendant Service plays the day greeting, menus, and announcements; for calls received after scheduled business hours, Automated Attendant Service plays the night greeting, menus, and announcements.
Overview Administering the Schedule Using MERLIN LEGEND Night Service The MERLIN LEGEND system notifies the MERLIN MAIL—ML system when MERLIN LEGEND Night Service begins and ends. When the MERLIN MAIL—ML system is notified that Night Service is on, the Automated Attendant Service plays the night greeting, menus, and announcements. When the MERLIN MAIL—ML system is notified that Night Service is off, the Automated Attendant Service plays the day greeting, menus, and announcements.
Overview Administering the Schedule Using the MERLIN MAIL—ML Business Schedule The MERLIN MAIL—ML business schedule can be used to enter your company’s hours of operation and any temporary changes to the schedule. Use the MERLIN MAIL—ML business schedule to enter your normal hours of operation only if you are not using the MERLIN LEGEND Night Service feature. You must use the MERLIN MAIL—ML business schedule to enter temporary changes to the schedule.
Overview Addressing Voice Mail Voice Mail provides the following methods of addressing (sending) voice mail messages to subscriber mailbox(es): ■ Subscriber extension number (voice mailbox number) ■ Voice mailbox name (directory listing) ■ Pre-designated group of subscribers (Group List) ■ Broadcast message to all subscribers (system administrator only) Addressing Voice Mail by Extension Number If the sender knows the recipient’s extension number (voice mailbox number), a voice mail message can be
Overview Addressing Voice Mail to a Group List There are times when a subscriber wants to send the same voice mail message to more than one subscriber. Rather than dialing each subscriber’s extension to address a message, Voice Mail Service lets the system administrator set up a Group List (list of voice mailbox numbers) that subscribers can use to address messages to more than one subscriber by entering the appropriate Group List number.
Overview Outcalling The MERLIN MAIL—ML system’s Outcalling feature can dial a designated telephone number or pager/beeper and notify a subscriber that a new message has arrived in the subscriber’s voice mailbox. Outcalling is particularly useful because it immediately calls the subscriber-designated car phone, pager/beeper service, or telephone, and tells him or her that there is a new message in the mailbox.
Overview ■ The subscriber must turn Outcalling “on.” ■ The subscriber must specify an Outcalling number. For a pager/beeper, a call-back number can be programmed as part of the Outcalling number. NOTE: Before you use Outcalling, its is strongly recommended that you read “Security of Your System — Preventing Toll Fraud” in your MERLIN LEGEND documentation.
Overview ■ If the MERLIN MAIL—ML system has been set up for bilingual operation, callers hear the subscriber’s personal greeting in the language administered for the voice mailbox. Callers can choose to hear the personal greeting and all other prompts in the alternate (secondary) language by pressing [ * ] [ 1 ].
Overview Subscribers’ Responsibilities Before programming the MERLIN MAIL—ML system, subscribers should be designated to serve in the following support roles: ■ System administrator ■ System operator ■ General Mailbox owner System Administrator The system administrator is responsible for making these routine changes to the system: ■ Maintaining voice mailboxes Besides adding and deleting voice mailboxes, the system administrator is responsible for resetting voice mailbox passwords if subscribers for
Overview ■ Maintaining system parameters Changes in personnel or telephone configuration may require changes to some of the system parameters, such as the fax extension, system operator extension, or system administrator’s mailbox. ■ Broadcast messages to all subscribers The system administrator is the only subscriber able to use the Broadcast feature to send messages.
Overview ■ The system operator answers if Call Answer Service is set up to transfer calls to the system operator when a caller presses [ 0 ] (zero). General Mailbox Owner Messages are sent to the General Mailbox in the following situations: ■ Messages can not be delivered to a subscriber’s voice mailbox because the subscriber’s voice mailbox is full.
Overview Preparing for System Administration Before you begin administering the MERLIN MAIL—ML system, read this section for guidelines for using the MERLIN MAIL—ML system. Planning Forms When you change the MERLIN MAIL—ML system, it is important to update the MERLIN MAIL—ML planning forms before making programming changes to the system. At the start of each procedure in this guide, the required MERLIN MAIL—ML planning form is identified.
Overview Accessing the MERLIN MAIL—ML System You must first log in to the MERLIN MAIL—ML system before you can perform any MERLIN MAIL system administration programming tasks. To log in to the MERLIN MAIL system: 1. Enter MERMAIL (the MERLIN MAIL—ML Calling Group extension). The MERLIN MAIL Voice Mail greeting plays. 2. Enter the system administrator’s EXTENSION followed by [ # ]. The Password prompt plays. NOTE: Until you change it, the system administrator extension is [ 9 ] [ 9 ] [ 9 ] [ 7 ]. 3.
Overview Helpful Hints After you become familiar with the MERLIN MAIL—ML system, the following hints and shortcuts can save you time: ■ The MERLIN MAIL—ML system can be programmed from any touch-tone phone. ■ You never need to wait for a greeting or a prompt to play before dialing the next step. To save time in the instructions, you can dial ahead (go to the next step) before a menu or system response completes playing. You must, however, perform each step in the instructions.
Overview Administration Menu Structure The MERLIN MAIL—ML administration menus (shown in Figure 1-4) allow you to change programmable information such as greetings that callers hear, menu options played to callers, the system business schedule, subscriber mailbox information, and so on. You log in to the Voice Mail Service as the system administrator to access the administration menus. Other system subscribers cannot access these menus.
Overview Guide to the Instructions Refer to the following table for a list of System Administration Menu items, the tasks under each, and the corresponding chapter number.
Changing System Parameters 2 Administration Main Menu System Parameters Port Allocation Delayed Answer Fax Extension Operator Extension General Mailbox Owner System Administrator Mailbox Maximum Digit Length System Language Figure 2-1.
Changing System Parameters Figure 2-1 shows the menu structure used to change these system parameters. The instructions for changing these parameters are provided on the pages that follow. Changes to other system parameters, such as port allocation, delayed answer setting, maximum digit length, and system language require more planning effort. These procedures are included here for completeness.
Changing System Parameters ■ Guidelines for port allocation: — All ports Automated Attendant Service You want external callers to get the Automated Attendant Service. If the external callers want to use Voice Mail, they dial [ * ] [ 7 ] and are then prompted to log in to Voice Mail. Whether external callers need direct access to Voice Mail depends on the nature of your business. If your external callers will use Voice Mail occasionally, assign the Automated Attendant Service to all MERLIN MAIL—ML ports.
Changing System Parameters To change the port allocation, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [ 9 ] to program the MERLIN MAIL—ML system. The System Administration Menu plays. 3. [ 1 ] for System Parameters. The System Parameters Menu plays. 4. [ 2 ] to specify port allocation. The current port allocation plays, followed by the Port Allocation Menu. 5.
Changing System Parameters Changing the Delayed Answer Setting With No Delayed Answer (Immediate Answer), designated MERLIN MAIL—ML ports answer calls immediately (after one ring). With Delayed Answer, designated MERLIN MAIL—ML ports answer calls after four rings. The factory setting is No Delayed Answer (Immediate Answer) on all ports. RECOMMENDATION: Although you can change the Delayed Answer settings, it is recommended that you leave them at the factory setting.
Changing System Parameters 6. Select one of the following options: — [ 1 ] to set all ports to Delayed Answer. — [ 2 ] to set Automated Attendant Service ports to Delayed Answer. — [ 3 ] to set Call Answer Service ports to Delayed Answer. — [ 4 ] to set all ports to No Delayed Answer (Immediate Answer). The system plays back the new Delayed Answer setting, followed by the System Parameters Menu.
Changing System Parameters The current fax extension plays, followed by a prompt to enter the fax extension number. 5. Choose one of the following actions: — [ 0 ] followed by [ # ] to delete the fax extension. The system confirms that there is no fax extension, then plays the System Parameters Menu. — Enter the new extension followed by [ # ] to add or change the fax extension. The new fax extension number plays, along with the message “The Touch-Tone Gate is on.
Changing System Parameters If you want Dial 0/Timeout calls directed to an extension other than the first operator console on the MERLIN LEGEND system, enter that extension as the system operator’s extension. RECOMMENDATION: Leave the factory setting 768, or choose another invalid extension if 768 is used in your dial plan. To verify that an extension is invalid, while listening to the intercom dial tone, dial the extension.
Changing System Parameters Changing the General Mailbox Owner Callers can leave a message in the General Mailbox under any of these conditions: ■ The caller cannot reach a subscriber and the subscriber’s voice mailbox is full. ■ The Dial 0/Timeout Action is set to “record a message in the General Mailbox” and one of the following actions occurs: — The caller receives the Automated Attendant Service or Call Answer Service and dials 0 (zero).
Changing System Parameters ■ The General Mailbox owner is not required to have a personal mailbox. ■ The factory setting for the General Mailbox owner is extension 10 with password 1234. Both of these settings can be changed. To change the owner for the General Mailbox, use the following procedure. To change the password, log in as the General Mailbox owner, press [ 5 ] to change the password, then follow the prompts. ■ Update the General Mailbox owner on MERLIN MAIL—ML Form A: System Parameters.
Changing System Parameters Changing the System Administrator’s Voice Mailbox To administer the MERLIN MAIL—ML system, you must log in to the system administrator’s voice mailbox. You can change the system administrator’s voice mailbox from the factory setting to a subscriber’s voice mailbox. ■ The factory setting for the system administrator is mailbox 9997 and password 1234. ■ Update the system administrator’s voice mailbox on MERLIN MAIL—ML Form A: System Parameters.
Changing System Parameters Changing the Maximum Number of Digits in an Extension Changes to the MERLIN LEGEND dial plan can increase the number of digits in extension numbers or calling groups. Change the MERLIN MAIL—ML system’s maximum number of digits in an extension so that Automated Attendant Service will begin to transfer calls when the number of digits entered by the caller equals the maximum length. ■ The factory setting is 2 digits.
Changing System Parameters 5. Enter one of the following options: — Enter the number of digits (2, 3, or 4). The new maximum number of digits plays back, followed by the System Parameters Menu. — [ * ] [ # ] to keep the current setting. The System Parameters Menu plays.
Changing System Parameters ■ The factory setting is monolingual mode with English as the system prompt language. ■ Update MERLIN MAIL—ML Form A: System Parameters with the new language mode and language(s) supported. ■ If you change a language selection or switch from monolingual to bilingual operation, record all greetings, menus, submenus, and announcements in the new language.
Changing System Parameters 5. Select one of the following options: — [ 1 ] to set up for monolingual operation. — [ 2 ] to set up for bilingual operation. The system plays the Language Selection Menu and prompts you to select the system language (monolingual mode) or primary language (bilingual mode). 6.
Changing the Schedule 3 Administration Main Menu Schedule Update System Date and Time Weekly Business Schedule Open or Closed for Today Figure 3-1. Schedule Administration Menu Structure Automated Attendant Service provides both day and night operation so that callers hear the appropriate greeting and menu options whenever they call.
Changing the Schedule The MERLIN MAIL—ML system switches to day or night mode automatically when the MERLIN LEGEND system begins or ends Night Service, or by comparing the time of day to the MERLIN MAIL—ML business schedule. It also stamps each message with the date and time of recording. Figure 3-1 shows the menu structure you use to reset the system date and time, make temporary or permanent changes to your Weekly Business Schedule, and make changes to the current day’s business hours.
Changing the Schedule 5. Enter the date in one of the following formats: — If the system administrator’s mailbox language is English, mmddyy (month day year). — If the system administrator’s mailbox language is French or Spanish, ddmmyy (day month year). where: mm dd yy = = = month, 01–12 day, 01–31 year, 00–99 The system plays back the date and asks you to confirm it by pressing [ * ] [ # ] or re-enter it by pressing [ 1 ]. 6. Choose one of the following actions: — [ * ] [ # ] to confirm the date.
Changing the Schedule The system plays back the time and asks you to confirm it by pressing [ * ] [ # ] or re-enter it by pressing [ 1 ]. 8. Enter one of the following options: — [ * ] [ # ] to confirm the time setting. — [ 1 ] to re-enter the time. Go back to Step 7. The Schedule Administration Menu plays. Changing Your Company’s Schedule The MERLIN MAIL—ML business schedule can tell the Automated Attendant Service which days your company is open and the time it opens and closes each day.
Changing the Schedule To change your business schedule either permanently or for an upcoming closing, see “Changing the Weekly Business Schedule” that follows. To accommodate a change in the schedule for today, such as for an emergency closing, see “Changing Today to Open or Closed” later in this chapter. NOTE: All schedule changes can also be programmed remotely from any touch-tone phone.
Changing the Schedule When changing the weekly business schedule, update MERLIN MAIL—ML Form A: System Parameters, and follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator name plays; then the Voice Mail Activity Menu plays. 2. [ 9 ] to program the system. The System Administration Menu plays. 3. [ 2 ] for the Schedule. The Schedule Administration Menu plays. 4. [ 2 ] to Program the Weekly Business Schedule.
Changing the Schedule 6. Choose one of the following options: — [ 1 ] for “Open.” Skip to Step 13. — [ 2 ] for “Closed.” Go back to Step 5 if there are additional days in the schedule to be programmed; otherwise, skip to Step 16. NOTE: If you are programming the schedule for consecutive days, press [ # ] to select the next day in the sequence. — [ 3 ] for temporarily closed on the day selected. Go to Step 7. The Closure Greeting Menu plays.
Changing the Schedule 8. Choose an option: — [ 1 ] to record a Temporary Closure greeting. The system prompts you to record at the tone. Go to Step 9. — [ 0 ] to listen to the current greeting. The system plays the greeting, then plays the Temporary Closure Greeting Menu. — [ 2 ] to use the system default Temporary Closure greeting. The system confirms that the system default greeting will be used, then plays the Closure Greeting Menu. Press [ * ] [ # ] to quit.
Changing the Schedule 11. Select an option: — [ 2 ] [ 3 ] to play back the new greeting. — [ 2 ] [ 1 ] to re-record the new greeting. Go to Step 9. — [ * ] [ D ] (or [ * ] [ 3 ]) to delete the new greeting and use the previous greeting. The message “Deleted” plays then the Temporary Closure Greeting Menu plays. 12. [ * ] [ # ] to approve the greeting. The message “Approved. This new greeting will be used.” plays. Then, the Temporary Closure Greeting Menu plays. Go back to Step 8. 13.
Changing the Schedule If you enter 0100–1259, enter one of these settings in response to the prompt: — [ 1 ] for A.M. — [ 2 ] for P.M. The system prompts you to select another day. 15. To program the schedule for the next consecutive day, press [ # ] or enter the appropriate number for the day, then go back to Step 6. If you are finished making changes, go to Step 16. 16. When you finish making schedule changes, press [ * ] [ # ] to approve the schedule and return to the Schedule Administration Menu.
Changing the Schedule To temporarily change the current day’s schedule, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [ 9 ] to program the system. The System Administration Menu plays. 3. [ 2 ] for the Schedule. The Schedule Administration Menu plays. 4. [ 3 ] to change to open or closed for today.
Changing the Schedule 7. Select an option: — [ 1 ] to record a greeting. The system prompts you to record at the tone. Go to Step 8. — [ 0 ] to listen to the current closed greeting. The system plays the greeting, then plays the Temporary Closure Greeting Menu again. — [ 2 ] to use the system default greeting. The system plays a message confirming that the default greeting will be used, then plays the Closure Greeting Menu. — [ * ] [ # ] to quit.
Changing the Schedule 11. [ * ] [ # ] to approve the new Temporary Closure Greeting. The system plays the message “Approved. This new greeting will be used.” Then, the Temporary Closure Greeting Menu plays. 12. [ * ] [ # ] to quit.
Changing the Automated Attendant Menus 4 Administration Main Menu Automated Attendant Day Menu Night Menu Submenus Announcements Touch-Tone Gate Figure 4-1. Automated Attendant Service Administration Menu Structure As the system administrator, you may need to change menu scripts, menu options, or announcements in response to changes in your company’s business, organization, or services. Figure 4-1 shows the menu structure you use to make these changes.
Changing the Automated Attendant Menus Selector Codes and Selector Code Actions When the Automated Attendant Service answers a call, the caller hears the Automated Attendant Service Greeting followed by a main menu. There are two main menus: ■ Day Main Menu plays after the Day Greeting when your business is open. ■ Night Main Menu plays after the Night Greeting when your business is closed.
Changing the Automated Attendant Menus For example, a caller to the Travel Agency would hear the following greeting: Automated Attendant Service Prompts Thank you for calling the Travel Agency. If you are calling from a touch-tone phone, press [ 1 ] now. For cruises, press [ 1 ]. For corporate travel, press [ 2 ]. For personal travel, press [ 3 ]. For discounted trip information, press [ 4 ]. If you know the extension of the person you are calling, press [ 8 ] and dial that person’s extension.
Changing the Automated Attendant Menus ■ Action 2—Play an Existing Submenu Automated Attendant Service plays a submenu listing additional options, from which callers choose another Selector Code. For example, at the Travel Agency, when callers press [ 1 ] at the main menu to select cruises, they hear the following submenu listing the types of cruises: Automated Attendant Service Prompts Caller Response Caller presses [ 1 ] for information on cruises.
Changing the Automated Attendant Menus For example, the Travel Agency offers special discounted trips each month. Callers who are interested in discounted trips press [ 4 ] at the main menu to hear the following announcement providing destinations, departure dates, and prices: Automated Attendant Service Prompts Caller Response Caller presses [ 4 ] for information on discounted trips.
Changing the Automated Attendant Menus ■ Action 4—Prompted Transfer Automated Attendant Service requires callers to enter a Selector Code before they dial an individual extension number. Use this Selector Code Action when the first digit of extensions is identical to one or more Selector Codes offered in a menu. For example, the Travel Agency has twenty agents, with extension numbers ranging from 11 to 31.
Changing the Automated Attendant Menus In the previous example, note that Selector Codes 4 through 7 were used for menu options so that 1, 2, and 3 could be reserved for direct dialing of extensions. Automated Attendant Service Programming Sequence Automated Attendant Service submenus and announcements must be created before the higher-level menu options that select them.
Changing the Automated Attendant Menus To make your work easier, plan your changes beforehand and revise the MERLIN MAIL—ML forms (E, F, G, or H) as required. If the MERLIN MAIL—ML system has been set up for bilingual operation, be sure to record menu scripts and announcements in both the primary and secondary languages. The Automated Attendant Service Main Menu script should include the following information: ■ Explanation of each menu option.
Changing the Automated Attendant Menus 5. [ 2 ] to play the main menu. The system prompts you to select the menu prompt or the menu definition. 6. Select one of the following options: — [ 1 ] to play the menu prompt. The system plays the main menu prompt, then the system prompts you to select the menu prompt or the menu definition. — [ 2 ] to play the menu definition.
Changing the Automated Attendant Menus Changing Selector Codes and Selector Code Actions To change a main menu’s Selector Codes and Selector Code Actions, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [ 9 ] to program the system. The System Administration Menu plays. 3. [ 3 ] for Automated Attendant Service. The Automated Attendant Service Administration Menu plays.
Changing the Automated Attendant Menus 7. Enter one of the following choices: — [ 9 ] for “Yes” to confirm that you want to modify it. The Selector Code Modification Menu plays. Go to Step 8. — [ 6 ] for “No” to cancel the modification. The system prompts you to enter a Selector Code. Go back to Step 6. 8.
Changing the Automated Attendant Menus 9. Repeat Steps 6 through 8 for each Selector Code to be modified in this menu. 10. [ * ] [ # ] when finished making the Selector Code changes for this menu. The current Timeout Action plays, followed by the Timeout Action Menu. 11. Choose the Dial 0/Timeout Action that defines what happens to a call when there is no touch-tone response from the caller or the caller presses 0 (zero): — [ 0 ] for transfer to the system operator.
Changing the Automated Attendant Menus 13. [ 1 ] after recording. The Message Editing Menu plays. 14. Enter one of the following selections or go to Step 15: — [ 2 ] [ 3 ] to play back the new main menu script. — [ 2 ] [ 1 ] to re-record the new main menu script. — [ * ] [ D ] (or [ * ] [ 3 ]) to delete the new main menu script and use the one previously recorded. If the MERLIN MAIL—ML system was set up for monolingual operation, the Menu Administration Menu plays. This procedure is complete.
Changing the Automated Attendant Menus Changing the Dial 0/Timeout Action Only The Dial 0/Timeout Action determines what happens to a call when a caller dials 0 (zero) or when a caller does not make a selection from the main menu. To change a main menu’s Dial 0/Timeout Action without changing its Selector Codes, Selector Code Actions, or menu script, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator.
Changing the Automated Attendant Menus 7. Choose one of the following options to define the Dial 0/Timeout Action: — [ 0 ] for transfer to the system operator. — [ 1 ] to record a message in the General Mailbox. — [ 2 ] for disconnect. The system plays back the selected Dial 0/Timeout Action. The system then prompts you to record the menu script at the tone. 8. [ # ] to use the existing menu script. The message “The existing menu prompt will be used” plays.
Changing the Automated Attendant Menus 4. Select one of the following options: — [ 1 ] to select the Day Menu. — [ 2 ] to select the Night Menu. The Menu Administration Menu plays. 5. [ 6 ] to modify the main menu. The system prompts you to enter a Selector Code. 6. [ * ] [ # ] to indicate no changes to the Selector Codes. The current Timeout Action plays, followed by the Timeout Action Menu. 7. [ * ] [ # ] to indicate no changes to the Timeout Action.
Changing the Automated Attendant Menus 10. Choose an option or go to Step 11: — [ 2 ] [ 3 ] to play back the new main menu script. — [ 2 ] [ 1 ] to re-record the new main menu script. Go back to Step 8. — [ * ] [ D ] (or [ * ] [ 3 ]) to delete the new main menu script and use the one previously recorded. If the MERLIN MAIL—ML system was set up for bilingual operation, the system prompts you to record the Main Menu script in the secondary language. Go to Step 12. 11.
Changing the Automated Attendant Menus Creating and Changing Submenus In the Automated Attendant Service menu structure, a submenu provides additional options to callers when there are more options than can fit on the Day or Night Main Menu. In submenus, as in main menus, the caller dials a digit (Selector Code) in response to the submenu script.
Changing the Automated Attendant Menus 5. [ 2 ] to play a submenu. The system prompts you to enter a submenu number and [ # ]. 6. Enter the submenu number followed by [ # ]. The system prompts you to select the menu prompt or the menu definition. 7. Choose an option: — [ 1 ] to play the submenu prompt. The system plays the submenu prompt, then the system prompts you to select the menu prompt or the menu definition. — [ 2 ] to play the submenu definition.
Changing the Automated Attendant Menus Creating a Submenu To make your work easier, plan your submenus beforehand and revise MERLIN MAIL—ML planning Form G: Automated Attendant Service Submenus as required. If the MERLIN MAIL—ML system has been set up for bilingual operation, be sure to record menu scripts and announcements in both the primary and secondary languages. To create a submenu, complete MERLIN MAIL—ML Form G: Automated Attendant Service Submenus and follow the instructions below: 1.
Changing the Automated Attendant Menus 8. Select one of the following options: To Enter the Following Assign Selector Code Action 1, Selector Code Transfer, to this Selector Code [ 1 ] then enter the extension number and [ # ] in response to the prompt. Assign Selector Code Action 2, Play Submenu, to this Selector Code [ 2 ] then enter a submenu number and [ # ] in response to the prompt.
Changing the Automated Attendant Menus 11. Record the new submenu script (up to two minutes). 12. [ 1 ] after recording. The Message Editing Menu plays. 13. Enter one of the following selections or go to Step 14: — [ 2 ] [ 1 ] to re-record the new submenu script. Go back to Step 12. — [ 2 ] [ 3 ] to play back the new submenu script. — [ * ] [ D ] (or [ * ] [ 3 ]) to delete the new submenu script. Re-record the new submenu script. 14. [ * ] [ # ] to approve the submenu script.
Changing the Automated Attendant Menus Changing a Submenu Changing a submenu may require one or more of the following tasks: ■ Adding, changing, or deleting Selector Codes ■ Changing Selector Code Actions ■ Playing the submenu ■ Recording a revised menu script ■ Deleting a submenu To make your work easier, plan your changes beforehand and revise MERLIN MAIL—ML Form G: Automated Attendant Service Submenus as required.
Changing the Automated Attendant Menus 4. [ 3 ] to program a submenu. The Submenu Administration Menu plays. 5. [ 6 ] to modify a submenu. The system prompts you to enter a submenu number and [ # ]. 6. Enter the submenu number followed by [ # ]. The system prompts you to enter a Selector Code. 7. Enter a Selector Code ([ 1 ] through [ 9 ]). If the Selector Code is already assigned, the system plays the Selector Code definition and a prompt asking if you want to make a modification. Go to Step 8.
Changing the Automated Attendant Menus 9. Select one of the following options: To Do the Following Assign Selector Code Action 1, Selector Code Transfer, to this Selector Code [ 1 ] then enter the extension number and [ # ] in response to the prompt. Assign Selector Code Action 2, Play Submenu, to this Selector Code [ 2 ] then enter a submenu number and [ # ] in response to the prompt.
Changing the Automated Attendant Menus 12. Choose an option: — Press [ # ] to use the existing script. The message “The existing menu prompt will be used” plays. If the MERLIN MAIL—ML system was set up for monolingual operation, the Submenu Administration Menu plays. This procedure is complete. If the MERLIN MAIL—ML system was set up for bilingual operation, the system prompts you to record the submenu script in the secondary language. Skip to Step 16. — Record the submenu script (up to two minutes). 13.
Changing the Automated Attendant Menus Recording the Submenu Script Only If you want to change the submenu script but do not want to change the Selector Codes or Selector Code Actions associated with it, update the submenu script on MERLIN MAlL—ML Form G: Automated Attendant Service Submenus, and follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator's name plays, then the Voice Mail Activity Menu plays. 2. [ 9 ] to program the system.
Changing the Automated Attendant Menus 8. Choose an option: — Press [ # ] to use the existing script. The message “The existing menu prompt will be used” plays. If the MERLIN MAIL—ML system was set up for monolingual operation, the Menu Administration Menu plays. This procedure is complete. If the MERLIN MAIL—ML system was set up for bilingual operation, the system prompts you to record the submenu script in the secondary language. Skip to Step 12. — Record the submenu script (up to two minutes). 9.
Changing the Automated Attendant Menus Deleting a Submenu When you delete a submenu, all selector codes that reference the submenu are automatically removed from menu and submenu definitions. However, be sure to re-record any menu and submenu scripts that are affected. To delete a submenu, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [ 9 ] to program the system.
Changing the Automated Attendant Menus Changing Announcements Automated Attendant Service lets you create up to 99 separate announcements to play to callers who choose the corresponding Selector Code from either a main menu or submenu. To program the system to use Selector Code Action 3—play an existing announcement—you must first assign it an announcement number (1–99) and then create the announcement. Playing an Announcement To play an announcement, follow the instructions below: 1.
Changing the Automated Attendant Menus 7. Choose one of these options: — Repeat Step 6 to play another announcement. — [ * ] [ # ] to return to the Announcement Administration Menu. Recording an Announcement Before recording a new announcement or re-recording an existing announcement, complete MERLIN MAIL—ML Form H: Automated Attendant Service Announcements. To record an announcement, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator.
Changing the Automated Attendant Menus 7. Enter one of these options: — [ 9 ] for “Yes” to confirm that you want to record the announcement. The system prompts you to record at the tone or press [ # ] to use the current announcement, if it already exists. — [ 6 ] for “No” to cancel the recording. The Announcement Administration Menu plays. — [ 2 ] to play the announcement if it already exists. The system plays the announcement, then prompts you to confirm that you want to re-record the announcement. 8.
Changing the Automated Attendant Menus If the MERLIN MAIL—ML system was set up for bilingual operation, the system prompts you to record the announcement script in the secondary language. Go to Step 11. 10. [ * ] [ # ] to approve the new announcement. The message “Approved” plays. If the MERLIN MAIL—ML system was set up for monolingual operation, the Announcement Administration Menu plays. This procedure is complete.
Changing the Automated Attendant Menus 4. [ 4 ] to program an announcement. The Announcement Administration Menu plays. 5. [ * ] [ D ] (or [ * ] [ 3 ]) to delete an announcement. The system prompts you to enter the announcement number and [ # ]. 6. Enter the announcement number (1–99) followed by [ # ]. The system prompts you to confirm the deletion. 7. Choose an option: — [ 9 ] for “Yes” to confirm the deletion. The announcement is deleted. The Announcement Administration Menu plays.
Changing the Automated Attendant Menus Changing the Touch-Tone Gate Setting The Touch-Tone Gate is used in Automated Attendant Service. It serves different purposes depending upon whether the MERLIN MAIL—ML system is set up for monolingual or bilingual operations. Touch-Tone Gate Setting in Monolingual Mode In monolingual mode, the Touch-Tone Gate determines whether the caller is calling from a touch-tone phone or a rotary phone.
Changing the Automated Attendant Menus ■ The Touch-Tone Gate is set to “On” automatically and cannot be turned off if you use the MERLIN MAIL—ML system to route fax calls to designated fax extensions. Changing the Setting To change the current setting of the Touch-Tone Gate for monolingual operations, change the Touch-Tone Gate setting on Form C: Automated Attendant Service Greeting, and follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator.
Changing the Automated Attendant Menus Touch-Tone Gate Setting in Bilingual Mode In the bilingual mode, the Touch-Tone Gate determines the language in which menus and prompts are played to the caller. When the MERLIN MAIL—ML system is set up for bilingual operation, the Automated Attendant Service Greeting must prompt the caller to press [ * ] [ 1 ] to select the secondary language.
Adding and Changing Voice Mailbox Assignments 5 Administration Main Menu 9 Mailboxes 4 Play a Mailbox Configuration Create a Mailbox Delete a Mailbox Modify a Mailbox Figure 5-1. Mailbox Administration Menu Structure The MERLIN MAIL—ML system lets you add, change, and delete voice mailboxes when personnel changes, office relocations, or changes in phone service require changes in the number of voice mail subscribers, voice mailbox assignments, voice mailbox names, or Classes of Service.
Adding and Changing Voice Mailbox Assignments Figure 5-1 shows the menus you use to administer voice mailboxes. Instructions for programming voice mailboxes are provided on the pages that follow. Playing a Mailbox Configuration To play the configuration for a subscriber’s voice mailbox, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [ 9 ] to program the system.
Adding and Changing Voice Mailbox Assignments Adding a Mailbox The MERLIN MAIL—ML system lets you add voice mailboxes to accommodate new voice mail subscribers. The MERLIN MAIL—ML system supports up to 100 voice mailboxes, although for message storage and call traffic reasons, most companies will want to use a maximum of 40. To add a new voice mailbox to the system, update Form B: Voice Mailbox Assignments, and follow the instructions below: 1.
Adding and Changing Voice Mailbox Assignments Class of Service (COS) Key Class Mins Transfer Type 5 Unsupervised 1 2 10 Unsupervised 3 Unsupervised 60 4 5 Supervised 5 10 Supervised 6 60 Supervised 7 8 9 60 5 10 10 60 11 12 5 10 60 13 *14 **15 ***16 60 0 60 Outcalling Coverage Service No Call Answer No Call Answer No Call Answer No Call Answer No Call Answer No Transfer No No Unsupervised Unsupervised Unsupervised Yes Yes Yes Supervised Supervised Supervised No Transfer Unsupervised No Transfe
Adding and Changing Voice Mailbox Assignments Definitions for Class of Service Key: Mins (Minutes)—total number of minutes available for storing messages in the mailbox. For an individual message, the maximum message length is 2 minutes for Classes of Service 1-14; for Class of Service 16, it is 15 minutes. Transfer Type—method of transfer to be used for this Class of Service.
Adding and Changing Voice Mailbox Assignments 9. Substituting number codes for letters, as shown in the Letter Key that follows, use the dialpad to enter the mailbox name (up to four letters) followed by [ # ]. Enter the mailbox name as you want it to be listed in the directory—usually the first four letters of the first or last name. Use the same method to assign all mailbox names. If the directory will not be used, enter just one letter.
Adding and Changing Voice Mailbox Assignments 10. Enter one of the following responses: — [ 9 ] for “Yes” to confirm the name. The mailbox name is saved and the system prompts you to record the subscriber’s name at the tone. — [ 6 ] for “No” to cancel the mailbox name. Go back to Step 9. 11. Record the mailbox name, then press [ 1 ]. The system plays back the subscriber’s name, then prompts you to confirm it.
Adding and Changing Voice Mailbox Assignments Changing the Mailbox Name When a subscriber’s name changes or an extension is reassigned, update Form B: Voice Mailbox Assignments with the changes and follow the instructions below: 1 . Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [ 9 ] to program the system. The System Administration Menu plays. 3. [ 4 ] for Mailbox programming.
Adding and Changing Voice Mailbox Assignments Letter Key A B C D E F G H I J K L M N = = = = = = = = = = = = = = 21 22 23 31 32 33 41 42 43 51 52 53 61 62 Ñ 0 P Q R S T U V W X Y Z = = = = = = = = = = = = = 64 63 71 74 72 73 81 82 83 91 92 93 94 NOTE: The letter Ñ can be entered if the system administrator’s mailbox language is Spanish. The letters Q and Z may not appear on your telephone dialpad and are assigned the values 74 and 94, respectively.
Adding and Changing Voice Mailbox Assignments RECOMMENDATION: For better recording clarity, use the handset when recording the subscriber’s name. 10. Enter one of the following options or go to Step 11: — [ 2 ] [ 3 ] to play back the name recording. — [ 2 ] [ 1 ] to re-record the name. — [ * ] [ D ] (or [ * ] [ 3 ]) to delete the name recording. (The existing mailbox name is used for the mailbox name.) 11. [ * ] [ # ] to approve the subscriber’s name. The system plays the Mailbox Modification Menu. 12.
Adding and Changing Voice Mailbox Assignments Changing the Class of Service Each voice mailbox is assigned a Class of Service (COS) that specifies the type of transfer, Outcalling permission, the maximum length for a recorded message, and the total number of minutes available for storing messages in the mailbox. When you change the current voice mailbox assignment, update Form B: Voice Mailbox Assignments with the new Class of Service and follow the instructions below: 1.
Adding and Changing Voice Mailbox Assignments 2 3 4 Mins 5 10 60 5 5 6 *7 10 60 60 Class of Service (COS) Key Transfer Type Outcalling No Unsupervised Unsupervised No Unsupervised No Supervised No No Supervised No Supervised No No Transfer 8 9 10 5 10 60 Unsupervised Unsupervised Unsupervised Yes Yes Yes Call Answer Call Answer Call Answer 11 12 5 10 60 60 0 60 Supervised Supervised Supervised No Transfer Unsupervised No Transfer Yes Yes Yes Yes No No Call Answer Call Answer Call Answer Call
Adding and Changing Voice Mailbox Assignments Definitions for Class of Service Key: Mins (Minutes)— total number of minutes available for storing messages in the mailbox. For an individual message, the maximum message length is 2 minutes for Classes of Service 1-14; for Class of Service 16, it is 15 minutes. Transfer Type—method of transfer to be used for this Class of Service.
Adding and Changing Voice Mailbox Assignments RECOMMENDATION: The best protection your company has against unauthorized access to your voice mail messages and services is the subscriber password. The MERLIN MAIL—ML system allows a caller three unsuccessful attempts to log in to voice mail. After the third attempt, the call is automatically disconnected. To make security more effective: ■ Ensure that subscribers use passwords and change them periodically.
Adding and Changing Voice Mailbox Assignments 5. Enter the mailbox number followed by [ 1 ]. The mailbox number and name plays, if one is recorded. Then the Mailbox Modification Menu plays. 6. [ 3 ] to initialize the password to the default, 1234. The password is reset to 1234. The system tells you the password has been initialized and then plays the Mailbox Modification Menu. 7. Choose one: — Select an option from the menu. — [ * ] [ # ] to indicate that changes for this mailbox are complete.
Adding and Changing Voice Mailbox Assignments To change a subscriber’s voice mailbox language, update MERLIN MAIL—ML Form B: Voice Mailbox Assignments with the new language preference and follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [ 9 ] to program the system. The System Administration Menu plays. 3. [ 4 ] for Mailbox programming.
Adding and Changing Voice Mailbox Assignments 7. Select one: — [ 1 ] to select the primary language as the mailbox language. — [ 2 ] to select the secondary language as the mailbox language. — [ # ] to play the current mailbox language. The system plays back the language selected, or the current mailbox prompt language if [ # ] was pressed. The system then prompts you to approve or re-enter the language selection. — [ * ] [ # ] to quit. The mailbox language is not changed.
Adding and Changing Voice Mailbox Assignments Deleting a Mailbox When you delete a mailbox, messages in the mailbox are deleted. Deleted mailboxes are automatically removed from Group Lists. RECOMMENDATION: To prevent unauthorized access to your MERLIN MAIL—ML system, it is recommended that you delete the voice mailbox of a subscriber who has left the company. To delete a subscriber’s voice mailbox, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator.
Creating, Changing, and Using Group Lists 6 Administration Main Menu 9 Group Lists Scan Group Lists Create a Group List Modify or Review a Group List Delete a Group List Figure 6-1. Group Lists Administration Menu Structure Two features—Group Lists and Broadcast—enable a single voice mail message to be sent to many subscribers at one time, without dialing each extension. Figure 6-1 shows the menu structure you use to program Group Lists.
Creating, Changing, and Using Group Lists A Group List consists of extensions (up to 99) assigned to a single group. That group of extensions is assigned a Group List number. When a subscriber sends a message to a Group List number instead of an extension number, the message is sent to all of the voice mailboxes contained in the Group List. Subscribers can be members of several different Group Lists.
Creating, Changing, and Using Group Lists Scanning a Group List The Scanning a Group List option allows you to play the group list number and number of subscribers in a Group List. It also allows you to delete a Group List while scanning. To scan a Group List, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator's name plays; then the Voice Mail Activity Menu plays. 2. [ 9 ] to program the system.
Creating, Changing, and Using Group Lists Creating a Group List When you create a new Group List, be sure to notify subscribers. To create a new group list, record the subscribers on MERLIN MAIL—ML Form I: Group Lists, and follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [ 9 ] to program the system. The System Administration Menu plays. 3. [ 5 ] for Group Lists.
Creating, Changing, and Using Group Lists Reviewing and Modifying a Group List The Review or Modify a Group List option allows you to review the current subscribers in a list. You can then choose to change, delete, or add individual extensions in the list. NOTE: Be sure to update MERLIN MAIL—ML Form I: Group Lists and notify voice mail subscribers when you change Group Lists. To review or modify a Group List, follow the instructions below: 1.
Creating, Changing, and Using Group Lists 6. Select one of the following options: — [ * ] [ D ] (or [ * ] [ 3 ]) to delete the entry played. The system plays “Deleted” and then plays the next entry. — [ # ] to review the next entry on the list. The next entry plays. When there are no more entries in the list the system tells you so and then plays the Group List Administration Menu. — [ 1 ] to add entries. (Go to Step 7.
Creating, Changing, and Using Group Lists Deleting a Group List The Delete a Group List option allows you to remove an entire Group List from Voice Mail Service. NOTE: Be sure to notify subscribers when you delete a Group List—especially if you intend to use the Group List number again for a different list of subscribers. To delete a Group List, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator.
Creating, Changing, and Using Group Lists 7. Choose an option: — Go to Step 5 to delete another Group List. — [ * ] [ # ] to return to the Group List Administration Menu. Sending Messages Using Broadcast or Group Lists You can send messages to many subscribers at the same time by using the following features: ■ Broadcast—allows the system administrator to send a message to all subscribers. ■ Group Lists—allows any subscriber to send a message to subscribers on a Group List.
Creating, Changing, and Using Group Lists To send a broadcast message, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays; then the Voice Mail Activity Menu plays. 2. [ 1 ] to record a message. The system prompts you to record at the tone. 3. Record your message (up to 2 minutes) followed by [ 1 ]. The Message Editing Menu plays. 4.
Creating, Changing, and Using Group Lists Sending a Message to a Group List Provide all of the subscribers at your company with the following instructions for sending a message to subscribers on a Group List. To send a message to a Group List, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system. Your subscriber name plays; then the Voice Mail Activity Menu plays. 2. [ 1 ] to record a message. The system prompts you to record at the tone. 3.
Creating, Changing, and Using Group Lists 8. Choose one or go to Step 9: — To address the message to another Group List, repeat Steps 6 and 7. — To address the message to an individual voice mailbox, enter the mailbox number and [ # ]. — To address the message using the Directory feature, press [ * ] [ A ] (or [ * ] [ 2 ]) and follow the prompts. 9. Press [ * ] [ # ] when you are finished addressing your message. The system tells you that the message is scheduled for delivery.
Changing System Greetings 7 Administration Main Menu 9 System Greetings Voice Mail Greeting Automated Attendant Greeting Figure 7-1. System Greetings Menu Structure The MERLIN MAIL—ML system plays two types of system greetings: Automated Attendant Service and Voice Mail Service. This chapter gives instructions for changing both types of greetings to suit your business needs.
Changing System Greetings Figure 7-1 gives an overview of the menu structure you will follow in the instructions. Voice Mail Greeting Subscribers accessing the Voice Mail Service hear the Voice Mail Greeting. If the system is in bilingual mode, the Voice Mail Greeting plays in both languages. If your company prefers a customized Voice Mail Greeting, you can change it from the factory setting. ■ The Voice Mail Greeting factory setting is: “ Welcome to MERLIN MAIL. Please enter extension and pound sign.
Changing System Greetings 5. [ 0 ] to listen to the greeting. The current greeting plays followed by the Voice Mail Greeting Menu. If the system is set up in monolingual mode, press [ * ] [ # ] to keep the current greeting. If the system is set up in bilingual mode, press [ * ] [ # ] to keep the current greeting. To hear the greeting in the secondary language, press [ 0 ]. To keep this greeting press [ * ] [ # ].
Changing System Greetings 5. Select an option: — [ 1 ] to record a greeting. The system prompts you to record at the tone. Go to Step 6. — [ 0 ] to listen to the greeting. The Voice Mail Greeting plays. Select an option from Step 5. — [ 2 ] to use the system default greeting. The message “System default greeting will be used.” plays. If the MERLIN MAIL—ML system is set up for monolingual operation, the System Greeting Choice Menu plays.
Changing System Greetings — [ * ] [ D ] (or [ * ] [ 3 ]) to delete the new greeting and use the previous greeting. 8. [ * ] [ # ] to approve the greeting. If the MERLIN MAIL—ML system is set up for monolingual operation, the system plays the Voice Mail Greeting Menu. Skip to Step 10. If the MERLIN MAIL—ML system is set up for bilingual operation, the system prompts you to record the greeting in the secondary language. Go to Step 9. 9.
Changing System Greetings For example, if the Travel Agency set up the MERLIN MAIL—ML system for monolingual operation with the Touch-Tone Gate activated, callers to the agency would hear the following greeting: Thank you for calling the Travel Agency. If you are calling from a touch-tone phone, press [ 1 ] now.
Changing System Greetings Listening to an Automated Attendant Service Greeting To listen to the greeting that plays when the phone is answered by the Automated Attendant Service, follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator. The system administrator’s name plays, then the Voice Mail Activity Menu plays. 2. [ 9 ] to program the system. The System Administration Menu plays. 3. [ 7 ] for System Greeting. The System Greeting Choice Menu plays. 4.
Changing System Greetings Changing an Automated Attendant Service Greeting Callers hear one of two Automated Attendant Service greetings when they call your company: ■ Automated Attendant Service Day Greeting ■ Automated Attendant Service Night Greeting To change either Automated Attendant Service Greeting, change MERLIN MAIL—ML Form C: Automated Attendant Service Greeting and follow the instructions below: 1. Log in to the MERLIN MAIL—ML system as the system administrator.
Changing System Greetings 6. Choose one of these options: — [ 1 ] to record the greeting. The system prompts you to record at the tone. — [ 0 ] to listen to the current greeting. The Greeting plays. — [ 2 ] to use the system default greeting. The system states that the default greeting will be used, then prompts you to select either the Day or Night Greeting. Go back to Step 5. 7. Record the greeting. — The greeting is limited to 10 seconds—make the greeting as brief as possible.
Troubleshooting 8 PROBLEM: Touch-tones were entered but not detected by the MERLIN MAIL—ML system. Possible Cause The line is too “noisy.” Corrective Action The system may not be able to interpret touch-tones while a prompt plays because of the noise. Wait until the prompt finishes before entering the touch-tones. If you are using a speakerphone, turn off the microphone. PROBLEM: A call transferred by the system appears on both the intercom button and a phone’s line button.
Troubleshooting PROBLEM: No one is on the line when you first answer a call transferred by the system. Possible Cause If the system is using Supervised Transfer, it waits for you to answer the call before it connects the caller to you. Thus, there is a momentary delay between the time you pick up the call and when the caller is actually connected. Under these circumstances, the system waits to hear your voice before connecting the call. The system has transfered the call to a non-subscriber.
Troubleshooting PROBLEM: System terminates recording of name, greeting, or message before user finishes. Possible Cause Corrective Action The recording may exceed limit set for it. Be sure the recording does not exceed the time limit, then re-record it. The speaker’s voice sounded like a touch-tone digit. Re-record the message. PROBLEM: Message-waiting indicator will not turn on or off. Possible Cause Corrective Action It takes about 30 seconds for the system to turn the indicator on or off.
Troubleshooting PROBLEM: Messages cannot be left in a subscriber’s voice mailbox. Possible Cause The voice mailbox is full. Corrective Action Old messages must be deleted regularly from voice mailboxes. NOTE: When an individual’s voice mailbox is full, new messages to that subscriber are deposited in the General Mailbox along with a recording identifying the name and extension of the called party. Voice mailbox may be too small. 8-4 Mailbox sizes range from 5 to 60 minutes.
Troubleshooting PROBLEM: Calls are not being transferred properly. Possible Cause The Automated Attendant Service may not be administered properly. Corrective Action Make sure the menu script matches the programmed Selector Codes. If the problem involves the system operator, be sure the proper extension has been designated for that person.
Troubleshooting PROBLEM: The system does not answer immediately. Possible Cause Corrective Action The system may be administered for Delayed Answer. Check the settings on the MERLIN MAIL—ML system. The Intercom buttons (Key Mode) or System Access buttons (Hybrid/PBX mode) on the MERLIN MAIL—ML ports may have been set to Delayed Ring or No Ring. Check the settings via MERLIN LEGEND system programming. The connections of the modular cords to the MERLIN MAIL—ML system unit may be loose.
MERLIN MAIL—ML Factory Settings A MERLIN MAIL—ML Factory Settings Factory Settings MERLIN MAIL—ML Parameters System Parameters All ports AA Port Allocation No Delayed Answer No Delayed Answer/Delayed Answer Number of Rings for No Delayed Answer 1 4 Number of Rings for Delayed Answer None Fax Extension 768 System Operator’s Extension 10 General Mailbox Owner 9997 System Administrator’s Mailbox 2 Maximum Digit Length Monolingual Language Mode English System Language Schedule Closed All Day Business Schedule
Appendix A MERLIN MAIL—ML Factory Settings MERLIN MAIL—ML Parameters Factory Settings Automated Attendant Service Menu Prompts 2 minutes maximum Announcements 2 minutes maximum Announcement Numbers 1–99 1–99 Submenu Numbers Day Dial 0/Timeout Action Transfer to System Operator Night Dial 0/Timeout Action Transfer to General Mailbox Touch-Tone Gate: Monolingual mode On Touch-Tone Gate: Bilingual mode On Mailboxes Name Recording 4 seconds maximum Personal Greetings 2 minutes maximum System Administrator’s Ma
Appendix A MERLIN MAIL—ML Factory Settings Changeable Factory Settings MERLIN MAIL—ML Parameters System Greetings No 2 minutes maximum Voice Mail Greeting 10 seconds maximum No Automated Attendant Service Greetings A-3
Sending Faxes to the MERLIN MAIL—ML System B The MERLIN MAIL—ML system can automatically recognize fax calls from fax machines that produce industry-standard fax (CNG) tones and direct the fax call to the correct fax extension or fax calling group. For details, see Chapter 2, “Changing System Parameters.” Fax calls from fax machines that do not produce industry-standard fax (CNG) tones can be manually directed to the correct fax extension. Have the fax sender follow these instructions: 1.
Appendix B NOTE: If your company regularly receives fax calls from machines that do not produce industry-standard fax (CNG) tones, you may want to designate a Selector Code on a menu for Selector Code Transfer to the fax extension. Then, when the fax sender calls, have the sender select the appropriate menu option. When the sender hears the handshake tone, the sender should press Start.
Glossary A Announcement An informative message that provides frequently requested information. It is pre-recorded by the system administrator and plays to callers who select it from the Automated Attendant Service Main Menu or a submenu. Automated Attendant See Automated Attendant Service. Automated Attendant Service The system component that automatically answers and directs incoming calls to the desired extensions or plays an announcement selected by the caller.
Glossary Calling Group A group of extensions that perform a similar function. A Calling Group can be administered to provide Group Coverage for one or more Coverage Groups. See also Group Calling, Coverage, and Coverage Group. Class of Service (COS) This parameter defines the characteristics of a voice mailbox.
Glossary Dial 0/Timeout Action Automated Attendant Service feature in both monolingual and bilingual mode that determines how a call is processed when a caller dials 0 (zero) or when a caller does not make a selection from the main menu. Calls can be transferred to the system operator, connected to the General Mailbox, or can be disconnected. This option is programmed separately for day and night operation by the system administrator.
Glossary G General Mailbox A voice mailbox (mailbox 9999) where callers can leave messages when a subscriber’s mailbox is full, if they are dialing from a rotary phone, or do not know the extension of the person they would like to contact. See also General Mailbox Owner. General Mailbox Owner The individual responsible for transferring messages from the General Mailbox to the appropriate person.
Glossary Guest Mailbox A voice mailbox assigned to visitors, guests, or employees who need to receive messages but do not have a phone assigned to them. Callers using any of the MERLIN MAIL—ML services can leave messages in a guest mailbox, however the system operator cannot transfer calls to a guest mailbox. If you want the system operator to transfer calls to a guest mailbox, set up a phantom station for the subscriber. See also No Transfer.
Glossary Main Menu A list of options presented to the caller from which the caller selects an option by entering the corresponding Selector Code. Based on predefined associations between menu options and Selector Codes, Automated Attendant Service routes the call to a specific extension, submenu, or an announcement. The system administrator can program Day and Night Main Menus for Automated Attendant Service that play when your business is open or closed. See also Selector Code.
Glossary Numbering Plan See Dial Plan. O Outcalling A MERLIN MAIL—ML system feature that calls an outside or inside number, or pager/beeper, to inform a subscriber when a new message has arrived in his or her mailbox. Subscribers administer their own Outcalling number and can turn Outcalling On or Off as required. This feature is only available if a subscriber’s voice mailbox has a Class of Service that permits its use. A subscriber can specify a telephone number or beeper/pager number for Outcalling.
Glossary R Return Time Interval See Transfer Return Interval. RMD Remote Maintenance Device. A device used by AT&T or an authorized dealer to call the system and perform maintenance and diagnostic services on the MERLIN MAIL—ML unit from a remote location. S Secondary System Language In bilingual mode, the alternate language that callers can choose to play system prompts, menus, and announcements. Contrast with Primary System Language.
Glossary Subscriber A person whose extension is registered with the MERLIN MAIL—ML system. Every subscriber has a voice mailbox. The voice mailbox number is usually the same as the subscriber’s extension number. Supervised Transfer The transfer type in which the MERLIN MAIL—ML system monitors a call to see if it is answered. The MERLIN MAIL—ML system returns to the caller if it detects a busy signal or the call remains unanswered after four rings.
Glossary Touch-Tone Duration The length (specified in milliseconds) of the touch-tone codes sent between a communications system and a voice messaging system. Touch-Tone Gate In monolingual mode, a programmable feature that determines quickly whether a caller is dialing from a rotary phone. In monolingual mode, when the Touch-Tone Gate is set to “On, ” callers must dial a digit before the Main Menu plays. If a digit is dialed, MERLIN MAIL—ML plays the Main Menu.
Glossary U Unsupervised Transfer The transfer type in which the MERLIN MAIL—ML system transfers a call without waiting to see if the extension requested is busy or is not answered. This reduces the time the MERLIN MAIL—ML system port is tied up on a call and is the recommended type of transfer. See also Supervised Transfer and No Transfer.
Index Automated Attendant Service Main Menus changing, 4-7 types of, 4-2 # (pound button), defined, viii * (star button), defined, viii B A Action See Selector Code Action Addressing Methods, list of, 1-17 Announcement deleting, 4-33 playing, 4-30 recording, 4-31 Automated Attendant Service Administration Menus, 4-1 changing announcements, 4-30 changing main menus, 4-7 changing the Touch-Tone Gate setting, 4-37 creating and changing submenus, 4-18 day and night operation, 3-1 description, 1-5 greeting, 7-5
Index Call Handling Method Delayed, 1-12 Fax, 1-13 Immediate, 1-11 list of, 1-10 Night Only, 1-13 Calling Group, transfer to, 4-3 Class of Service changing, 5-11 key, 5-4, 5-12 Closed mode of operation, 3-7 Closing time, 3-9 Closings, temporary, 3-10 Conventions used in guide, viii COS See Class of Service Dial 0/Timeout Action changing, 4-14 time limit in bilingual mode, 4-37 time limit in monolingual mode, 4-35 Direct extension dialing, 4-6 Directory of subscribers accessing, 1-17 description, 1-5, 1-17
Index Fax Extension adding, changing, or deleting, 2-6 routing calls automatically, 1-5 routing calls manually, B-1 Features Guest Mailbox, 1-21 Outcalling, 1-19 French language, 1-4 Group List Administration Menus, 6-1 Guest Mailbox Class of Service, 5-4, 5-12 definition, 1-21 H G General Mailbox changing owner, 2-9 Class of Service, 5-4, 5-12 extension and password, 2-10 message-waiting indicator, 2-9 messages, 1-24 General Mailbox owner messages for, 8-3 reassigning, 2-10 responsibility, 1-24 Greeting
Index M Mailbox changing subscriber name, 5-8 deleting, 5-18 See also Voice mailbox Mailbox Administration Menu, 5-1 Mailbox, Trouble, 1-23, 8-3 Main Menu changing Dial 0/Timeout Action only, 4-14 changing Selector Codes and Selector Code Actions, 4-10 changing the script, 4-15 playing, 4-8 Menu options, recommended maximum number, 1-10 Menus Administration Menu, 1-28 Announcement Administration, 4-1 Automated Attendant Service Administration, 4-1 Automated Attendant Service Greeting, 7-1 Day Main Menu Adm
Index Night Service MERLIN LEGEND, 1-14 Night Only Call Handling, description, 1-13 No Transfer, specified by Class of Service, 5-4, 5-12 O Open mode of operation, 3-7 Opening time, 3-9 Outcalling Broadcast message limitation, 6-8 description, 1-19 permission specified by Class of Service, 5-4, 5-12 preventing toll fraud, 1-20 Overflow calls, 1-11 P Pager, 1-19 Password change by subscriber, 1-16 eliminating from Iogin, 1-27 preventing unauthorized access, 5-14 resetting subscriber, 5-13 resetting system
Index S Schedule changing the weekly business, 3-5 changing the current day, 3-10 factory setting, 3-4 programming consecutive days, 3-7 when controlled by the MERLIN LEGEND system, 3-4 Schedule Administration Menu, 3-1 Script recording announcement, 4-31 recording main menu, 4-15 recording submenu, 4-27 Secondary system language, 1-4 See also Bilingual mode Security, 1-26, 1-27, 5-14 Selector code, description, 4-2 Selector Code Action Direct Extension Transfer (Action 5), 4-6 Play an Existing Announcemen
Index Timeout See Dial 0/Timeout Action Touch-Tone Gate activated by fax extension, 2-7 activating, 4-36 affect on rotary phone callers, 4-35 deactivating, 4-36 description, 4-35 forced “On” in bilingual mode, 4-37 setting in monolingual mode, 4-35 Touch-tones, troubleshooting missed, 8-1 Transfer, problems, 8-5 Transfer types, list of, 5-4, 5-12 Trouble Mailbox description, 1-23 message-waiting indicator, 1-23, 8-3 Troubleshooting, 8-1 Voice Mail Service description, 1-2, 1-16 sending a message to a Grou
Forwarding General Mailbox Messages If you are the General Mailbox owner, check the General Mailbox as follows when your message-waiting light comes on: 1 Dial the extension for the MERLIN MAIL—ML system. The Voice Mail Greeting plays. 2 Press [ 9 ] [ 9 ] [ 9 ] [ 9 ] followed by [ # ]. The Password prompt plays. 3 Enter the General Mailbox PASSWORD followed by [ # ]. NOTE: Until you change it, the password is [ 1 ] [ 2 ] [ 3 ] [ 4 ]. The number of messages in the General Mailbox plays.
10 Press [ * ] [ # ] to approve your comments. The Message Addressing Menu plays and prompts for an extension. 11 Choose one of the following methods to address the message: — Enter receiving EXTENSION (the person who is to receive the forwarded message) followed by [ # ]. — Press [ * ] [ A ] (or [ * ] [ 2 ]) to address the message using the directory. — Press [ * ] [ 5 ] and a Group List number followed by [ # ].
Outcalling Administration With the Outcalling feature, voice mail subscribers who are away from their phones can be notified at another phone or by pager/beeper when messages are sent to their voice mailboxes. This feature is only available if the following occur: ■ Your system administrator permits Outcalling from your mailbox. ■ You turn Outcalling “on.
1. Log in to the MERLIN MAIL—ML system. 2. Press [ 6 ] to administer Outcalling. 3. Select an option: ■ Press [ 1 ] to change your Outcalling number. ■ Press [ 3 ] to play the instructions for Outcalling. ■ Press [ 9 ] to turn Outcalling “on.” ■ Press [ 6 ] to turn Outcalling “off.” 4. Enter your Outcalling number as follows: ■ For a standard telephone number: – Enter digits ([ 0 ]–[ 9 ]) and pauses ([ * ]) required to place the call. Include any access numbers needed.
AT&T 585-320-742 Graphics © AT&T 1988
