AT&T ® MERLIN II COMMUNICATIONS SYSTEM MERLIN II Attendant User’s Guide
©1990 AT&T All Rights Reserved Printed in USA Issue 4 January, 1990 N O T I C E The information in this document is subject to change without notice. AT&T assumes no responsibility for any errors that may appear in this document. MERLIN is a registered trademark of AT&T. To order copies of this document, call the AT&T Customer Information Center, 1-800-432-6600 and include the document number 999-504-140 with your order.
Contents MERLIN II Attendant User’s Guide FCC Notification Information Section 1: Overwiew Introduction The MERLIN II Attendant 1-1 1-2 Section 2: Changing the Current Settings Changing the Current Settings 2-1 Section 3: Troubleshooting Troubleshooting Index 3-1
FCC Notification Information INTERFERENCE INFORMATION Federal Communications Commission (FCC) Rules require that you be notified of the following: ● This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instructions in this manual, may cause interference to radio communications.
Introduction This User’s Guide explains how the MERLIN II Attendant works and how to change initial settings. To use the MERLIN II Attendant: ❑ Complete the MERLIN II Attendant planning forms.
The MERLIN II Attendant The MERLIN 11 Attendant answers incoming calls on designated lines with a prerecorded message and directs the calls to the appropriate extension in your MERLIN II Communications System Release 3. The MERLIN II Attendant can help your business by answering calls immediately or after a delay to assist a busy receptionist. It can also answer calls when your company is closed for holidays and weekends, and after normal business hours.
these announcements can offer callers the option to dial individual extension numbers, which can be from two to four digits. Depending on your business hours, you can allow callers to dial a route or an extension number when your business is open (Day announcement), then provide information such as business hours when your business is closed (Night announcement). If your business operates 24-hours a day, you can use just the Day announcement.
ALL TRANSFER There are two ways to transfer calls with the MERLIN II Attendant: ● Blind Transfer The MERLIN II system control unit monitors the call after the MERLIN II Attendant transfers the caller to the route or extension number dialed. If the number is busy or the route or extension number is invalid, the call is transferred to the receptionist.
unavailable, the caller is taken off hold and the Transfer Fail announcement is played. The number of rings (2 to 6) allowed before a call is transferred from the first (primary) extension to the secondary extension is a programmable setting, see “Call Processing Options” in Section 2, ‘Changing the Current Setting”. ● If a secondary extension is not programmed, the caller hears the Transfer Fail announcement when the route or extension dialed is busy or does not answer.
MERLIN® II Lights when ac power is on , o . 0 Blinking Iight indicates a probl em. See “Troubleshooting’* Attendant o Lights when MERLIN II Attendant answers and monitors calls Steady light indicates battery is fully charged (when power light is on) Light off when battery is not fully charged FIGURE 1-1 Front view of the MERLIN II Attendant. FIGURE 1-2 Back view of the MERLIN II Attendant.
TABLE 1-2 Setup Switches Switch On (Down) Off (up) 1 Recorded announcements are retained up to three hours during a power outage Recorded announcements are erased when a power outage occurs 2 Routes and other programming parameters are retained during a power outage - Routes and other programming parameters are reset to defaults when a power outage occurs 3 The MERLIN II Attendant continues to answer calls during a power outage The MERLIN II Attendant does not answer calls during a power outage
Changing the Current Settings You may need to change one or more of the current settings for the MERLIN 11 Attendant if, for example, your business hours change or you need to reset the clock for daylight saving time. You can make these changes from a Touch-Tone telephone on-site or from a remote location, provided you use the proper authorized caller code. CONFIRMATION TONE When you program a feature correctly, you hear a two-beep confirmation tone.
CHANGING THE AUTHORIZED CALLER CODE To prevent unauthorized changes to recorded announcements or programmed settings, an authorized caller code must be entered before any changes can be made to the programming of the MERLIN II Attendant. The default code number is 789 but it can be changed to any sequence of numbers from one to 20 digits in length. Follow the procedure below to change the code: 1 Dial the MERLIN II Attendant extension number from a Touch-Tone phone, preferably a single-line set.
5 Dial two digits for the month (0l through 12). 6 Dial two digits for the day (01 through 31). 7 Dial two digits for the year (00 through 99). 8 Dial two digits for the hour (00 through 23) using 24-hour time (00 is midnight). 9 Dial two digits for the minute (00 through 59). 10 Dial two digits for the seconds (00 through 59). 11 Dial # to set the clock with the current day, date and time. The two-beep. confirmationn tone sounds.
6 Dial two digits for the opening minute (00 through 59). 7 Dial two digits for the closing hour (00 through 23) using 24-hour time (00 is midnight), 8 Dial two digits for the closing minute (00 through 59). The two-beep confirmation tone sounds. 9 Repeat steps 4 through 8 of this procedure for each additional day as needed. 10 Continue programming or exit authorized caller mode by dialing *#. 11 To CHANGING BUSINESS HOURS FOR EARLY/LATE CLOSINGS disconnect, dial #.
To schedule for a holiday or business closing on a day that your business is usually open, use this command to enter the day as “closed” up to six days before the closing. If you choose the holiday closing, the MERLIN 11 Attendant automatically resumes your normal schedule at midnight without additional programming. 1 Dial the MERLIN 11 Attendant extension number from a Touch-Tone phone, preferably a single-line set.
4 Dial *72. 5 Perform the appropriate procedure: Dial l to add one hour to the current time (normally used in the spring to begin Daylight-Savings Time). Dial 2 to subtract one hour from the current time (normally used in the fall to cancel Daylight-Savings Time). The two-beep confirmation tone sounds. 6 Continue 7 To CHANGING YOUR RECORDED ANNOUNCEMENTS programming or exit authorized caller mode by dialing *#. disconnect, dial #.
4 Dial *4 followed by a code for the announcement you want to record. 1 2 3 4 5 5 Record 6 When = Day = Night = Transfer Fail = Hold = Connect the appropriate announcement. you are finished, dial #. The two-beep confirmation tone sounds. NOTE: If there is a delay between the time you dial # and the confirmation tone there is additional time allocated for this announcement.
4 Dial * 49. NOTE: If you want to erase the announcements without reallocating time, skip to step 6. 5 Perform all the steps below even if you are not using all the announcements. For example, if you do not use the Night announcement, enter 00. Be sure the total time allocated for all announcements does not exceed 64 seconds. a Dial two digits representing the maximum length in seconds for the Day announcement. b Dial two digits representing the maximum length in seconds for the Night announcement.
NOTE: ● During a supervised transfer, the MERLIN II Attendant is unavailable to answer another call until the call in progress is successfully connected or the caller hangs up.
8 Dial the extension number where the caller will be connected. 9 Dial ##. The two-beep confirmation tone sounds. 10 Continue 11 To programming or exit authorized caller mode by dialing *#. disconnect, dial #. Erasing an Existing Route If you need to eliminate a route you previously programmed, follow the procedure below: 1 Dial the MERLIN II Attendant extension number from a Touch-Tone phone, preferably a single-line set.
4 Dial 5 * 8 followed immediately by the route number (O through 9). Dial the extension code: 11 21 6 = = Dial the transfer code: 2 5 7 Dial = = Blind Transfer Disconnect the extension number where the caller will be connected. The extension number for route O should be 720 or an extension number that is not in your dial plan. This allows calls transferred to the receptionist to appear on a line button and not on the receptionist’s intercom button.
10 Continue programming or exit authorized caller mode by dialing *#. 11 To disconnect, dial #. CHANGING CALL PROCESSING OPTIONS This section contains a list of ringing options and time delays that you can adjust for your business’ needs. It also lists several options to improve call processing of extension numbers.
TABLE 2-3 Call Processing Options 2901 Day Answer Delay In Day mode, number of rings before the MERLIN II Attendant answers an incoming call. 2902 Night Answer Delay In Night mode, number of rings before the MERLIN 11 Attendant answers an incoming call. If not using Night mode, set to 15. 2903 Dialing Delay 2904 Extension Delay 2916 Number of seconds after an announcement that a caller has to dial a route or extension before the call is transferred to the receptionist.
To change any of these Call Processing Options: 1 Dial the MERLIN II Attendant extension number from a Touch-Tone phone, preferably a single-line set. NOTE: If you are programming from a multiline Touch-Tone phone connected to a MERLIN II system control unit, you must enter an additional pound ( # ) sign each time a pound ( # ) sign appears in a programming command. 2 Wait for an answer. 3 Dial * followed immediately by your authorized caller number and #. The two-beep combination tone sounds.
Troubleshooting OUT-OF-SERVICE CODES When the MERLIN II Attendant detects a problem, the unit enters an out-ofservice state and will not answer calls. The light labeled “Battery” on the front of the unit blinks up to ten times, pauses, then repeats the pattern. NOTE: A single blink indicates that time is allocated for announcements but no announcements have been recorded or they have been erased.
To restore the default code: 3-2 Troubleshooting 1 On the back of the MERLIN II Attendant, set switches 1 and 2 to off (up). 2 Unplug the MERLIN 11 Attendant from ac power. 3 Wait 30 seconds. 4 With switches 1 and 2 still off (up), plug the MERLIN II Attendant back into its power source. 5 Reset switches 1 and 2 to on (down). 6 Use the appropriate MERLIN II Attendant Planning Forms to reprogram your settings and rerecord your announcements.
Index A ac power, 1-7 Announcements, 3-1 changing, 2-6 – 2-7 Day, 2-3 duration, 2-6 erasing, 2-7 – 2-8 Night, 2-3 playing back, 2-6, 2-7 reallocating allotted time, 2-7 – 2-8 Audio out, 1-7 B Backup call handling, 1-3 Basic Telephone (012) Module, 1-7 Battery light, 1-5, 3-1 Blind transfer, 1-4, 2-8, 2-10 – 2-11 Business days, changing, 2-4- 2-5 Business hours, changing, 2-3 – 2-4 Button, reset, 3-1 C Call handling, 1-3- 1-5 Call processing options, 1-2, 1-3, 1-5 changing, 2-12 – 2-14 Call transfer, 1-4
999-504-140
