AT&T CLASSIC MAIL TM VOICE MESSAGING SYSTEM System Reference Guide
Copyright © 1994 All Rights Reserved AT&T 585-321-115 Issue 1 June 1994 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 for a Class A digital device, pursuant to Part 15 of the FCC rules.
I Table of Contents vii Preface Chapter 1: Introduction Installing the CLASSIC MAIL System With Your Merlin System Merlin Control Unit Compatibility Chapter 2: Getting Started Completing the Installation Data Form The CLASSIC MAIL System Chapter 3: Standard Installation Mounting the CLASSIC MAIL System to the Wall Interposing the CLASSIC MAIL System between your Outside Lines and Control Unit Connecting the Telephone Emulation Cables Installing the Power Supply Labeling Your Telephones The CLASSIC MAIL
Chapter 5: Customizing CLASSIC MAIL to Fit Your Business The CLASSIC MAIL System Administrator CLASSIC MAIL System’s Voice Messaging Services Regular Mailboxes Guest Mailboxes Special.
Chapter 8: Creating Advanced Answering Services Scheduling the CLASSIC MAIL System Setting the Business Hours Schedule Forcing and Releasing Hours of Operation Advanced Answering Services Defining Advanced Answering Services Entering Advanced Answering Service Information Recording Company Greetings Entering the Call Routing Map Information Recording the New Top-Level Menu Testing the Current Map Copying a Call Routing Map Altering a Route Erasing a Call Routing Map Assigning Group Call Distribution Mailbox
Appendix A: Installation Data Form 113 Appendix B: Mailbox Assignments 115 Appendix C: Business Hour Schedule 117 Appendix D: Call Routing Worksheet–Day 119 Appendix D: Call Routing Worksheet–Night 121 Appendix D: Call Routing Worksheet–Sample 123 Appendix E: AT&T Limited Warranty and Limitation of Liability 125
Preface Welcome to the CLASSIC MAIL™ Voice Messaging System, a product that provides the cost savings of an automated answering service with the convenience of roundthe-clock voice messaging for owners of Merlin™ 206, 410, 820, 1030/3070, and Merlin Plus telephone systems. This manual is for the person responsible for the installation and administration of the CLASSIC MAIL system. It contains two parts.
Part Two, “CLASSIC MAIL System Administration,” explains how to customize the operation of the CLASSIC MAIL system for the particular needs of your business. It includes the following chapters: ● Chapter 5, “Customizing the CLASSIC MAIL system to Fit Your Business,” explains how to approach the task of customizing the CLASSIC MAIL system. ● Chapter 6, “Customizing the Basic Operations,” instructs first when customizing the CLASSIC MAIL system.
Part 1: Installing the CLASSIC MAIL System
Chapter 1: Introduction A quick review of your Merlin phone system is required in order to explain some terminology used later in describing the installation process. A Merlin telephone system always includes: ● A Merlin Control Unit ● Various types of Merlin telephones ● Telephone wiring A typical Merlin system is installed as shown in Figure 1A. Telephone Company's Central Office Chapter 1 Introduction Merlin Control Unit Figure 1A.
The Control Unit is a small, breadbox-sized piece of equipment that is located somewhere in your office building, normally in a closet, back room, attic, or some other out-of-the-way location. You will need to locate your Control Unit to install the CLASSIC MAIL system. Outside lines from the telephone company, and all of your telephones, plug into jacks (plugs) on your Control Unit. Outside lines plug into line jacks; telephones plug into voice terminal jacks.
Because the CLASSIC MAIL system has been designed to plug into unused voice terminal jacks, the electronic circuits in the CLASSIC MAIL system are recognized by the Control Unit as additional Merlin telephones. Figure 1B shows the CLASSIC MAIL system unit plugged into voice terminaljacks 16 and 17 of a Merlin Control Unit. The CLASSIC MAIL system's unique ability to emulate a Merlin telephone is referred to as a telephone emulation*.
Merlin Control Unit Compatibility There are many different models and versions of Merlin Control Units. The CLASSIC MAIL system is designed to work with the most common.
Chapter 2: Getting Started Getting started requires that you gather some information about your Merlin Control Unit. Remove the Control Unit’s front cover, if it has one. Figure 2A shows the various types of Control Units. Completing the Installation Data Form Record your information on the Installation Data Form in Appendix A. If you are installing a CLASSIC MAIL system with a Merlin 1030/3070 Control Unit, skip the instructions that immediately follow.
2. If your Control Unit is a Merlin system 206, 410, or 820, determine the type of feature package it has. Feature packages are cartridges that plug into the opening on the upper right front side of the Control Unit. See Figure 2A. If your Control Unit has a cartridge installed, (some do not) and if this cartridge is labeled “Feature Package 2,” record this information on the Installation Data Form. See Appendix A. 3.
Merlin 1030/3070 Line Jacks Voice Terminal Jacks 820 Voice Terminal Jacks 410 Line Jacks Cartridge Voice Terminal Jacks Line Jacks Cartridge Figure 2A: Merlin Control Units Voice Terminal Jacks Line Jacks Merlin Plus Cartridge Merlin 206 Voice Terminal Jacks L i n e Jacks Chapter 2.
7. If you have any outside lines that are WATS lines, Foreign Exchange (FX) lines, or 800 lines, check the corresponding block on the Installation Data Form and see the recommended installation options. 8. Determine the intercom number (often 0 or 10) of the person who normally answers your incoming calls. If you don’t have a person who does this, use the intercom number of the person you designate as the CLASSIC MAIL system attendant.
Optional RS-232 Connector Optional Expansion Key Connector Diagnostic Button Figure 2B The CLASSIC MAIL System Message Waiting Panel Plug DC Power Plug Status Indicators Emulation Jacks. 1-4 Line Jacks. 1-4 Line Jacks.
FCC Information This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC rules. These limits are designed to provide reasonable protection against harmful interference when equipment is operated in a commercial environment. This equipment generates, uses and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications.
Chapter 3: Standard Installation This chapter provides step-by-step instructions for the standard CLASSIC MAIL system installation. If you are installing a CLASSIC MAIL system with a Merlin 1030/ 3070 Control Unit, skip the instructions that immediately follow. Instead, follow the instructions in the "CLASSIC MAIL System Control Unit Upgrade Kit Installation Guide.
Mounting the CLASSIC MAIL System to the Wall The CLASSIC MAIL system is designed to hang on the wooden backboard to which the Merlin Control Unit is attached. The CLASSIC MAIL system requires a wall space of approximately 19" x 18" for proper mounting. . To determine a proper wall location for the CLASSIC MAIL system: 1.
2. Make sure an AC power plug is within ten feet of the mounting location. 3. Make sure that the CLASSIC MAIL system is not located close to heating vents or other heat sources. 4. Make sure that all four sides of the CLASSIC MAIL system has six inches of ventilation space. Do not install the CLASSIC MAIL system in an enclosed cabinet. After finding a mounting location that satisfies these requirements: 1. Tape the mounting template to the wall at the desired location. 2.
During this step you will temporarily disconnect some of your telephone lines. This will interrupt your telephone service for several minutes. Consider doing this step outside your normal business hours or during non-busy calling periods. To prevent an accidental disconnection of calls in progress, verify that none of your outside lines are in use before beginning.
Figure 3B: Reconnecting outside lines from Merlin Merlin Outside Line from Merlin Line C Jack Outside Line from Merlin Line D Jack Figure 3C: Reconnecting outside lines from Merlin Plus Merlin Plus Outside Line from Merlin Plus Line C Jack Outside Line from Meriin Plus Line D Jack 5. On the Installation Data Form, record, as CLASSIC MAIL system access lines, the seven-digit telephone numbers of the lines you inserted into the CLASSIC MAIL system outside line jacks 1 and 2.
Merlin Line C Jack Figure 3D: Installing interposed line cables to the Merlin Control Unit Merlin Line D Jack Interposed Line 1 Merlin Plus Line C Jack Figure 3E: Installing interposed line cables to the Merlin Plus Control Unit Merlin Plus Line D Jack Interposed Line 2 Merlin Plus Interposed Line 1 6. The CLASSIC MAIL system comes with two special interposed line cables.
9. Plug the other end of this cable into the interposed line 2 jack of the CLASSIC MAIL system. Telephone service should now be restored to normal operation. 10. Perform Test 1. Note: If you are installing a four-port CLASSIC MAIL system, install two additional interposed line cables between your Control Unit outside line jacks and the CLASSIC MAIL system interposed line jacks 3 and 4. Use procedures similar to those explained in the previous steps 6-10.
Connecting the Telephone Emulation Cables Your CLASSIC MAIL system comes with two telephone emulation cables. These cables are used to connect the CLASSIC MAIL system to your vacant voice terminal jacks. These are the same type of cables used by Merlin telephones. Do not use any other type. To connect telephone emulation cables: 1 Plug the first cable into one of the vacant voice terminal jacks listed on the Installation Data Form, Appendix A.
Figure 3F: Connecting telephone emulation lines to the Merlin Control Unit Merlin Voice Terminal Jack Telephone Emulatlon Jack 1 Figure 3G: Connecting telephone emulation lines to the Merlin Plus Control Unit Merlin Plus Telephone Emulation Jack 1 Installing the Power Supply Do not install the power supply until you have completed the previous steps. To install the CLASSIC MAIL System Power Supply: 1.
The CLASSIC MAIL system is now in the "powered on" state. You should see the status indicators on the front of the CLASSIC MAIL system begin to flash, indicating that the CLASSIC MAIL system self–initialization process is underway. This process will take approximately five minutes, then status indicator "5" will turn solid green. The CLASSIC MAIL system is now operating normally. Status indicators 1-4 may be in one of several states at this point.
Note: Never power the CLASSIC MAIL system off during the initialization process. If you want to turn the CLASSIC MAIL system off wait until initialization is complete, then unplug the power supply. 4. Perform tests 2 and 3. TEST 2 For each outside line (C, D, and so forth) now connected to the CLASSIC MAIL system: 1. Press the corresponding line button on a Merlin telephone. press 2. When you hear dial tone 3. The CLASSIC MAIL system should answer. Hang Up.
Labeling Your Telephones The CLASSIC MAIL system includes a set of voice mail labels that attach to your Merlin telephones. These labels indicate which outside line buttons can be used to gain access to messages stored by the CLASSIC MAIL system. It is important that all of your Merlin telephones have these labels attached. See Figure 3I. For each Merlin telephone in your business: 1.
Fjgure 3I: Merlin Telephone with voice mail labels in place The CLASSIC MAIL System line Numbering Conventions Throughout this guide, and during the operation of the CLASSIC MAIL system, references will be made to line numbers. Line numbers are used to identify a particular outside line plugged into your Merlin Control Unit. The line labeling convention used on the Control Unit is that the line plugged into Control Unit outside line jack A is called line A; line B is plugged into jack B, and so forth.
Figure 3K: Line Button Designations Note: If you are installing the CLASSIC MAIL system with a Merlin 1030/3070 control Unit, your line designation scheme will be different. See the CLASSIC MAIL System Control Unit Upgrade Kit Installation Guide for details. Initial Administration Tasks If you have completed the previous steps you are ready to begin the administration process.
To open the attendant’s mailbox: 1. Press any labeled outside line button on any Merlin telephone. See Figure 31. 2. When you hear the dial tone press The confirming message, "Enter your mailbox number and password, then press pound... ” plays. 3. Enter the intercom number of your attendant. See Appendix A, “Installation Data Form,” Attendant’s Intercom Number. 4. Enter the attendant’s password (initially set to 0000). To verify the results of the self-initialization process: 5.
happens, or if you want to hear this information again, follow the procedures in the Chapter 9 sections, "Change Control Unit type" and "Change Line Configuration." To set the date and time: 6. The message, "Enter 6 digits to specify the month, day and last two digits of the year..." plays. 7. Enter six digits representing the current date. For example, for a date of July 4, 1993, (07/04/93) enter 070493. The confirming message, “Enter four digits to specify the hour and the minute... ” plays. 8.
11. To accept the new password press 12. Hang up. Record this Attendant’s Password in Appendix A. 13. Perform Test 5. TEST 5 1. Call your main business telephone number. Let the call ring four times. The CLASSIC MAIL system should answer. 2. Enter the intercom number of your attendant. The CLASSIC MAIL system should transfer the call to the attendant’s intercom. Verify that the attendant’s intercom line is ringing. Do not answer the ringing intercom.
The standard installation is now complete. If you have read Part Two of this manual and have a plan of how you want the CLASSIC MAIL system to operate, you are ready to begin the customizing process now.
Chapter 4: Additional Installation Options This chapter describes several installation modifications that you can make that may improve the operation of the CLASSIC MAIL system and your Merlin telephone system. Expanding a Two-Port Installation The CLASSIC MAIL system can be initially installed in either of two configurations: two-port or four-port. If you have initially installed a two-port CLASSIC MAIL system, you may eventually need to expand its capability to four ports.
Deciding if the expanded installation configuration is best for your business requires that you estimate how much you will use your CLASSIC MAIL system. Often the amount of usage is determined by the type of Merlin you have. See Table 4B. Table 4B: Two–port vs.
Consult your CLASSIC MAIL system dealer for additional assistance in determining which installation is best for your business.
Table 4C. Message Storage Capacities CLASSIC MAIL SYSTEM COM-CODE HARD DISK SIZE/ SOFTWARE MESSAGE STORAGE CAPACITY 407041920 85 MB/1.5 SW 6.5 Hours ( 4-port system) 407041912 85 MB/1.5 SW 3 Hours ( 2-port system) 407162866 170 MB/1.6 SW 13 Hours ( 4-port system) 407162916 170 MB/1.6 SW 6.
Control Unit, thus eliminating the need to use real outside lines to gain access to the CLASSIC MAIL system. You can use this option with either a two-port or four-port installation. Note: You should have at least two vacant outside line jacks on your Merlin Control Unit in order to follow this procedure. Telephone Company’s Merlin Control Unit Central Office Figure 4D.
Skip the instructions in that section. Instead, perform the alternative procedure that follows: To install the CLASSIC MAIL system with vacant outside line jacks: 1. The CLASSIC MAIL system comes with two or four interposed line cables. Plug the first interposed line cable into one of the vacant outside line jacks on your Merlin Control Unit. See Figure 3D, or if you have a Merlin Plus Control Unit, Figure 3E. 2. Plug the other end of this cable into the interposed line 1 jack of the CLASSIC MAIL system.
If you want to be notified of messages with a message waiting light, you have two options: ● A CLASSIC MAIL System Message Light Panel. (See Figure 4E) ● The message light that is included on all Merlin telephones except five-button models. (See Figure 4F) The CLASSIC MAIL System Message Light Panel The CLASSIC MAIL System Message Light Panel is an optional accessory that displays the new message status of up to eighteen mailboxes.
To install the CLASSIC MAIL System Message Light Panel, follow the instructions included in the CLASSIC MAIL System Message Light Panel Kit. Using the Message Waiting Light on Your Telephone The CLASSIC MAIL system works with your Merlin Control Unit to turn on your telephone’s message light whenever you have a message. To use this feature, you must have the Merlin Send Message feature installed in your Control Unit.
To Control Your Telephone’s Message Light: 1. During the Chapter 3 installation step, Connecting the Telephone Emulation Lines, install the first telephone emulation cable between voice terminal jack 10 (or Jack 0 on a Merlin 206) of your Merlin Control Unit and the CLASSIC MAIL system’s telephone emulation jack 1. See Figure 4G.
2 Reset the Line Configuration. See Chapter 9. 3 Perform Test 6. This test requires that you be familiar with the CLASSIC MAIL system procedures for leaving and listening to messages. Refer to the CLASSIC MAIL System Mailbox User Guide. Note: Most Merlin systems are installed with the attendant’s or operator’s telephone cabled to voice terminal jack 10 (or 0). Moving the voice terminal cable from jack 10 will essentially assign a new intercom number to your attendant's telephone.
Using CLASSIC MAIL System With WATS Lines, FX Lines, or 800 Numbers If you have outside lines that are WATS lines, Foreign Exchange (FX) lines, or 800 numbers, do not connect these lines as access lines to the CLASSIC MAIL system. Due to the special services that these lines often provide, they should not be used to gain access to CLASSIC MAIL system messages. The CLASSIC MAIL system will still answer incoming calls on these lines, even if they are not directly connected.
See Figure 4H. Use the installation instructions in Chapter 3, “Interposing the CLASSIC MAIL System between your Outside Lines and Control Unit,” substituting the PBX analog telephone lines for normal outside lines.
Part 2: CLASSIC MAIL System Administration
ENTER ADMINISTRATION MODE RECORD COMPANY GREETINGS DAY GREETING CALL Routing FORCE DAY NIGHT GREETING .
Chapter 5: Customizing CLASSIC MAIL to Fit Your Business You customize the CLASSIC MAIL system by providing it with information that is unique to your business; for example, the names of all your employees, or your normal business hours. The CLASSIC MAIL system uses this information in deciding how to answer and route calls properly. Customizing the CLASSIC MAIL system requires that you do a little advanced planning, then dial into the CLASSIC MAIL system.
The CLASSIC MAIL System Administrator Customizing the CLASSIC MAIL system requires that someone familiar with your business telephone operations plan how the CLASSIC MAIL system should operate. The person who does this is referred to as the CLASSIC MAIL System Administrator. Learning to be the administrator is not difficult, but does require a basic understanding of what the CLASSIC MAIL system can do.
Regular Mailboxes The CLASSIC MAIL system automatically assigns a regular mailbox to each intercom number in your Merlin phone system. The mailbox number of a regular mailbox is the same as its associated intercom number. For example, if your intercom number is 12, your mailbox number will also be 12. Each type Merlin Control Unit has its own intercom numbering scheme.
Guest Mailboxes The CLASSIC MAIL system contains up to 100 guest mailboxes. These mailboxes are not associated with any particular intercom number.
● Record message mailboxes: Used when customizing the answering services described in Chapter 8. ● The Administrator’s Mailbox: Used by the administrator to customize the CLASSIC MAIL system. Chapters 6 and 8 explain these types of mailboxes in greater detail. Using Mailboxes To hear stored messages, or to use mailbox features, you must first open a mailbox. To open a mailbox: 1. From your Merlin phone, press an Voice Mail labeled outside line button and enter the CLASSIC MAIL system access code.
When your mailbox is opened, the CLASSIC MAIL system informs you of the mailbox contents, then plays a series of instructions explaining available options. For example, the CLASSIC MAIL system plays, “YOU have three new messages,"; then plays “To listen to your messages, press one. ” See the CLASSIC MAIL System Mailbox User Guide for more information about how to use your mailbox.
Company Greeting Top Level Menu of Instructions Figure 5C: Routing Map Dial an Intercom Number Press Press Press Transfer to Individual’s Intercom Number Transfer to Company Directory Transfer to Attendant Open Mailbox Company Directory An important part of CLASSIC MAIL system’s basic answering service is the company directory. This directory lists the names and intercom numbers of the CLASSIC MAIL system mailbox owners.
In order for the company directory to be fully operational, it is important that all regular and guest mailbox owners spell their names into the directory as part of their initial mailbox set-up. See the CLASSIC MAIL System Mailbox User Guide for instructions. Initial Tasks Once you are familiar with some of the CLASSIC MAIL system’s capabilities, you can start planning. The tasks listed in this chapter are generally done only once, when you first set up the CLASSIC MAIL system.
Preparing Your Employees for the CLASSIC MAIL System It is important that all of your employees know the basics of the CLASSIC MAIL system’s operation before they begin to use their mailboxes. Plan on doing the tasks below as part of their training: ● As the CLASSIC MAIL System Administrator, make sure that you understand how the CLASSIC MAIL system works.
System Reference Guide Part 2: CLASSIC MAIL System Administration
Chapter 6: Customizing the Basic Operations The CLASSIC MAIL system is designed to operate with very little customization required.
The Administrator’s Mailbox contains the special instructions that lead you through the customization process. When you open the Administrator’s Mailbox it operates like any other mailbox except that its menu of mailbox options contains the option, “To perform system set-up, press nine. “ After you press 9, you must enter a second and special password, referred to as the administration password. This is a password distinct from the Administrator’s Mailbox password. Initially this password is 0000.
To open the Administrator’s Mailbox: 1. Call the CLASSIC MAIL system by pressing an Voice Mail labeled outside line button and enter the CLASSIC MAIL system access code. 2. Enter the administrator’s mailbox number and password. Your recorded this information previously on the Appendix A, Installation Data Form. A status message, "You have no new messages." plays. (Assuming this mailbox is empty.) 3. For system setup Press 4. Enter the administration password (initially 0000).
Recording Company Greetings Until you record custom greetings for your answering service, callers hear the CLASSIC MAIL system default company greeting, “Thank you for calling. ” You can record two customized greetings: one for business hours (day), and one for off hours (night). Here are some examples: (Day) - "Thank you for calling Marring, Forester, and Williams. We are unable to answer the phone right now, but our voice messaging system will record your message.
To record a company greeting: 1. Enter administration mode. 2. To record company greetings press 3. To record a day greeting press OR to record a night greeting press The current greeting plays. 4. Record the greeting at the tone press 5. To replay your recording press 6. To erase and re-record the greeting press 7. To save the greeting press Note: These greetings will be heard anytime an incoming call is answered by the CLASSIC MAll system.
Assigning, Unlocking and Locking Mailboxes Assign regular and guest mailboxes using the form in Appendix B. You must unlock each mailbox you assign before it can be used. You can unlock/lock mailboxes individually, or, unlock/lock a range of multiple mailboxes. To unlock/lock mailbox: 1. Enter administiration mode. 2. To unlock or lock mailboxes press 3. To unlock/lock an individual mailbox press OR to unlock a range of multiple mailboxes press OR to lock a range of multiple mailboxes press 4.
Changing the Administrator’s Mailbox Number If your attendant is not going to be your CLASSIC MAIL System Administrator, you should change the Administrator’s Mailbox number. Initially, both of these mailboxes share the same number. To change the Administrator’s Mailbox number: 1. Enter administration mode. 2. To change system parameters press 3. To change the Administrator’s Mailbox number press Hear the current Administrator’s Mailbox number. 4. Enter the new Administrator’s Mailbox number.
Changing the Administration Password Initially the administration password is 0000. You can change it to any four- to eightdigit number you like. It is recommended that you choose a random eight-digit password for security purposes. Update the Installation Data Form in Appendix A with this new password. To change the administration password: 1. Enter administration mode. 2. To change system parameters press 3. To change the administration password press 4.
Chapter 7: Administering Mailboxes This chapter describes mailbox administration capabilities that you will need as your business environment changes. These include: ● Resetting passwords ● Recording new mailbox names ● Resetting mailboxes ● Listing mailboxes Resetting a Password If a mailbox user forgets their password, you can reset it to 0000. They can then reopen their mailbox and enter a new password. To reset a password: 1. Enter administration mode. 2. For mailbox administration press 3.
4. Enter the mailbox number. 5. OR to find it in the company directory press To reset the password to 0000 press Resetting a Mailbox If you want to reassign a mailbox to a new employee, you can reset it. Any messages that remain in the mailbox will be deleted if you reset it. If the mailbox you want to reset is part of an automated answering service, the CLASSIC MAIL system won’t allow you to eliminate it until you modify the automated answering service.
5. To reset the mailbox press A message about how many messages have been stored plays. 6. To reset the mailbox press Listing All Mailboxes The CLASSIC MAIL system will play a list of all mailbox owners. The list is divided into two parts: mailboxes included in the company directory, and those that are not. To hear a list of all mailboxes: 1. Enter administration mode. 2. For mailbox administration press 3.
Recording a New Company Directory Name You have the option as administrator to record mailbox names so that the company directory is “spoken” by a consistent voice. This recording will also be used as the default mailbox greeting. To record a new directory name for a mailbox: 1. Enter administration mode. 2. For mailbox administration press 3. To change a mailbox press 4. Enter the mailbox number. OR to find it in the company directory press 5. To record the mailbox name press 6.
Adding or Removing a Name in the Company Directory To add or remove a name in the company directory: 1. Enter administration mode. 2. For mailbox administration press 3. To change a mailbox press 4. Enter the mailbox number. OR to find it in the company directory 5. To include or remove a name from the directory press press A confirmation message plays. Note: This process does not delete the actual mailbox. To reset a mailbox, see Chapter 7: "Resetting a Mailbox".
Creating the General Delivery Mailbox If you wish to keep messages to the attendant separate from general delivery messages, you should create a distinct general delivery mailbox. To create a general delivery mailbox: 1. Enter administration mode. 2. To change system parameters press 3. To change the general delivery mailbox number press A message giving you the current general delivery mailbox number, or informing you that it’s not currently assigned plays. 4.
Changing the Attendant’s Intercom Number The CLASSIC MAIL system always gives incoming callers the option of calling an attendant. For example, incoming callers always hear the instruction, “Please enter the extension number you wish to call, or press pound to use the company directory. To reach an attendant, press zero or just stay on the line. “ If a caller presses zero, the CLASSIC MAIL system will transfer the caller to the attendant’s intercom number.
System Reference Guide Part 2: CLASSIC MAIL System Administration
Chapter 8: Creating Advanced Answering Services Chapter 5 described a basic answering service. You can schedule the basic service to greet callers differently during your normal business hours than it does after hours. The way the CLASSIC MAIL system operates during normal business hours is referred to as day mode. After-hours operation is referred to as night mode. Scheduling the CLASSIC MAIL System You determine what operating mode the CLASSIC MAIL system is in by setting up a daily business schedule.
Setting the Business Hours Schedule The CLASSIC MAIL system’s default business hours assume your business is open 24 hours, 7 days a week. To change this schedule, specify a day, then specify the hours of normal operation for that day. You can copy the schedule of any day and use it to define schedules for any other days. Before establishing a new schedule, you can check what the current schedule is.
5. To indicate the day of the week you’re setting a schedule for, enter a number from 1 to 7. 6. Enter four digits to specify the time your business opens for the day you just specified. To specify a.m. press OR, to specify p.m. press OR, if you have a schedule for one day that you want to copy press the number of a day you want to copy. If the company will be closed on the day indicated press 7. Enter four digits to specify the time your business closes. To specify a.m. press OR, to specify p.m.
Forcing and Releasing Hours of Operation You can permenantly override the scheduled operating mode by forcing or releasing the CLASSIC MAIL system from the current mode. To force or release the CLASSIC MAIL system from off-hours operation: 1. Enter administration mode. press 2. To change system operation 3. To put the CLASSIC MAIL system into business hours operation press press OR for off-hours operation 4.
“Thank you for calling Benardo’s Realty. Please dial the intercom number of the person you want to reach, or press pound to use our company directory. If you would like to be connected to our attendant, please dial zero. If you would like us to mail you a copy of our current listings, please press two. If you would like to hear about these listings, press three. To talk to one of our Sales Representatives, please press four”.
you to add up to nine new choices to the basic top-level menu. The choices you add can include: ● Record message mailboxes, used to record information supplied by the caller. In the above example, the caller reaches a record message mailbox by pressing 2. ● Announcements used to give information to callers. In the above example, the caller reaches an announcement by pressing 3. ● Transfer points, used to route the caller to a desired intercom number.
2. Use the Appendix D worksheet to record these definitions. Appendix D requires you to assign a number to each choice that you add to the toplevel menu. This is the same number that the caller will press to choose the option. It must be a single-digit number between 1 and 9. Note: If your control unit is a Merlin model 206, you are limited to menu choice numbers 1-8. Number 9 is not a valid choice.
Note: Record the new top-level menu instructions as the last step in entering call routing map information. As soon as these instructions are recorded, the call routing map is activated. Recording Company Greetings To record a company greeting: 1. Enter administration mode. 2. To record company greetings press 3. To record a day greeting press press OR to record a night greeting Hear the current greeting. 4. Record the greeting at the tone, then press 5. To replay your recording press 6.
Entering the Call Routing Map Information Enter call routing information directly from the Appendix D worksheet(s). To enter call routing information: 1. Enter administration mode. 2. For call routing administration press Hear a message about changing day or night call routing maps. 3. Select the map you want to change. 4. To scan and change the call routing map press Menu choices and a description of the current call routing map plays. 5.
7. Enter the type of choice for this route. 8. To add an announcement press OR, to add a transfer press OR, to add a record mailbox press If you press 1, you will be asked to record an announcement. If you press 2, you will be asked to specify an intercom number. If you press 3, you will be asked to specify a mailbox number.* *Note: Any mailbox you specify needs to be unlocked and initialized. Enter this information directly from the worksheet table.
Repeat steps 1 through 8 for the night call routing map (optional), or, to copy the day map for night use, see the following section, “Copying a Call Routing Map.” Recording the New Top-Level Menu The CLASSIC MAIL system plays the top-level menu instructions following the company greeting and explains the new choices callers can make to use your automated answering service. Recording these instructions activates the call routing map. To record the top-level menu: 1. Enter administration mode. 2.
Note: If your control unit is a Merlin system 206, your intercom numbers are single digit numbers (0-5). To avoid a numbering conflict with the new top level menu choices, you must instruct callers to press 9 if they want to transfer directly to an intercom, or use the Company Directory. After pressing 9, the CLASSIC MAIL system will instruct the caller to enter the desired intercom number.
Copying a Call Routing Map Sometimes the differences in the way you want automated answering to function during the day and at night are minimal. You may want to record a new message such as "The sales department is closed for the day. Please call after 8:00 tomorrow" in place of "To transfer to the sales department, press three." Such a change would involve redefining a call route so that callers would hear an announcement, and not be transferred to an intercom in the sales department.
Altering a Route The steps for changing a particular route are identical to the steps you use when creating a new route See Chapter 8, “Creating a New Call Routing Map”. Erasing a Call Routing Map To erase a call routing map, you initialize it. To erase a call routing map: 1. Enter administration mode. System Reference Guide 2. For call routing administration press 3. To initialize a call routing map press 4.
Assigning Group Call Distribution Mailboxes (1030/3070 Only) If your Control Unit type is a Merlin 1030 or 3070, with Feature Module 5, you can use the CLASSIC MAIL system’s call routing capability to route callers to Merlin’s Group Call Distribution Intercom Numbers (850-854). In addition, you can assign any regular or guest mailbox to each of these intercom numbers.
Setting the Number of Rings You can set the number of times a call will ring before the CLASSIC MAIL system will answer it. This setting can be different for normal business hours (day) and off hours (night). You can also set a particular line always be answered after a set number of rings. Setting the Number of Rings Before an Outside Call Is Answered Initially, the CLASSIC MAIL system is set to the business hour (day) mode.
5. Enter a number between 1 and 99. A confirmation message plays. Setting the Number of Rings for a Specified Line You may want to set a particular line to be answered always after a set number of rings. To change the number of rings for a line: 1. Enter administration mode. 2. To change system parameter press 3. To set the number of rings before answer press 4. To set the number of rings for a specified line press 5. Enter the line number you want to change. 6.
System Reference Guide Part 2: CLASSIC MAIL System Administration
Chapter 9: Other Administration Items Occasionally you may need to change some of the customization parameters set during the installation process. This chapter describes how to make these changes. Changing the System Date and Time The installer initially sets the system date and time. If there is an extended power failure, or when daylight savings time changes, you can change the clock that the CLASSIC MAIL system uses to determine day or night operation.
4. Enter six digits to specify the month, day, and year. OR to leave the date as is press Hear the current time. 5. Enter four digits to specify the current time. OR to leave as is press To specify a.m. press OR to specify p.m. press A confirmation message replays the date and time. Changing the CLASSIC MAIL System Access Code If the CLASSIC MAIL system is installed behind a PBX, or has Centrex lines, you may want to change the standard CLASSIC MAIL system access code (*).
3. To change the access code press Hear the current code. 4. Enter the new access code, then press A confirmation message plays. 5. Record this change on the Installation Data Form in Appendix A. Blocking Lines for Off-Site Message Alert If you have any special-purpose telephone lines, such as WATS lines, Foreign Exchange lines, or 800 numbers, you should block these lines so that the off-site message alert feature will not use them to place outgoing calls. To block a line for use: 1.
Changing the line Configuration When your CLASSIC MAIL system is turned on for the first time, it goes through a process of self-initialization. This includes identifying all incoming lines connected to your Control Unit, and the type of Control Unit you have. This information is saved in the CLASSIC MAIL system’s memory. The CLASSIC MAIL system will answer incoming calls only on lines that it has identified during self-initialization.
To hear the status of a line’s configuration, or to change a line configuration: 1. Enter administration mode. 2. To change Control Unit integration parameters press 3. To hear/change line configuration press 4. Enter the line number and follow the instructions. 5. Repeat as required for additional lines. If you make any changes to a line’s configuration, you must turn the CLASSIC MAIL system off, then on, before the change becomes effective.
To reset the line configuration and Control Unit type: 1. Enter administration mode 2. To change Control Unit integration parameters press 3. To reset the line configuration and Control Unit type press 4. Turn the CLASSIC MAIL system off, then on. Note: Your Control Unit should be idle while the Reset Line Configuration process is underway. If not, some lines may not initialize properly. Always check the results of this process by checking each line‘.
2. To change Control Unit integration parameters press 3. To change the Control Unit type press 4. The report describing the Control Unit type and software feature package type plays. 5. To change the Control Unit type press 6. To change the Control Unit software Feature Package type press Changing the Call Transfer Type You can determine the method that CLASSIC MAIL system will use when automatically routing incoming calls to intercom destinations by changing the call transfer type.
To change the call transfer type: 1. Enter administration mode 2. To change Control Unit integration parameters press 3. To change the call transfer type press 4. The message confirming the current transfer type plays. 5. To change the call transfer type press Enabling the Touch Tone Gate The Touch Tone Gate is a programmable feature that will quickly determine whether a incoming caller is dialing from a rotary telephone.
To enable/disable the Touch Tone Gate: 1. Enter administration mode. 2. To change Control Unit integration parameters press 3. To enable the Touch Tone Gate feature press Adjusting the CLASSIC MAIL System Disconnect Parameters The CLASSIC MAIL system will automatically hang up during any call whenever it hears several seconds of “dial tone.
To turn on the CLASSIC MAIL system disconnect parameter: 1. Enter administration mode. 2. To change Control Unit integration parameters press 3. To gain access to the CLASSIC MAIL system disconnect parameters press 4. To turn on/off disconnect supervision press If the disconnect parameter is turned on, the CLASSIC MAIL system will perform a disconnect test before transferring any call.
To reset the CLASSIC MAIL system 1. Enter administration mode. 2. To change system parameters press 3. To reset the system press 4. To delete all mailboxes and return the CLASSIC MAIL system to its default press values OR to cancel press After resetting, return to Chapter 3, “Initial Administration Tasks,” to begin the customization process again.
System Reference Guide Part 2: CLASSIC MAIL System Administration
Chapter 10: Troubleshooting If the CLASSIC MAIL system is not working properly it is probably due to one of the following errors: ● The Merlin voice terminal ports are not properly configured ● The self–initialization process did not correctly identify all incoming lines ● The self–initialization process did not correctly identify the Merlin Control Unit type or the correct Control Unit Feature Package The CLASSIC MAIL system is not properly cabled to the Merlin Control Unit Testing the Configuratio
For the initialization process to work correctly, the line button assignments on the Merlin voice terminal ports must be set to the proper state. To verify that the line button assignments are set to the proper state, perform Test 7. TEST 7 For each telephone emulation cable installed: 1. Unplug the telephone emulation cable that is plugged into the CLASSIC MAIL system's telephone emulation jack. 2. Plug the end of this cable into a Merlin 34–button telephone.
3. Verify that the numbered line button assignments of this telephone correspond exactly to those shown in Figure 10A. (If you have installed the CLASSIC MAIL System Control Unit Upgrade Kit for Merlin 1030/3070 Control Units, use the figure on the right.) Test each line button, and the Transfer button (if your Control Unit has this feature) for proper operation. 4. If the button assignments do not correspond to those shown, reprogram the voice terminal to reflect the proper assignments.
CLASSIC MAIL System Port Status Indicators After the self–initialization process is finished, the CLASSIC MAIL system status indicators 1-4 will show the current level of the CLASSIC MAIL system’s usage. Each “on” indicator corresponds to someone currently using the CLASSIC MAIL system. You can use these indicators to tell how busy the CLASSIC MAIL system is. If you have a two-port installation, and if two indicators are on, the CLASSIC MAIL system will be busy and unable to answer additional calls.
Installation Test 3 Fails The CLASSIC MAIL system does not answer calls on incoming lines, or incoming lines always appear busy to outside callers. Chapter I0: Troubleshooting ✱ 3) The tone is not being generated by the Control Unit. You should be able to hear this ✱ tone when is pressed. 4) The Control Unit and the CLASSIC MAIL system are not properly grounded. Test for proper grounding by unplugging all outside lines connected to the CLASSIC MAIL system outside line jacks.
Installation Test 4 Fails Labeled lines cannot gain access to the CLASSIC MAIL system. 1) Line button may be mislabeled. Try other line buttons, then see the troubleshooting procedures for Installation Test 2 failures. Installation Test 5 Fails The CLASSIC MAIL system does not transfer calls properly. 1) Repeat Test 3. If Test 3 is successful, reset the attendant’s mailbox. Re-initialize the attendant’s mailbox. Retest. 2) If Test 3 fails, use Test 3 troubleshooting procedures. 3) Repeat Test 7.
The CLASSIC MAIL system does not disconnect properly after callers hang up. Chapter 10: Troubleshooting 1) See the Chapter 9 section, “Adjusting the CLASSIC MAIL System Disconnect Parameters.
System Reference Guide Part 2: CLASSIC MAIL System Administration
Appendix A: Installation Data Form Recommended Installation Options 1. If either the Merlin Plus or the Merlin 820 block is checked, AND you are installing a two-port system, consider expanding the installation to four ports. Read Chapter 3, then the Chapter 4 section, “Expanding a Two-Port Installation” before doing any installation work. Control Unit Type Merlin Plus ❑ Merlin 410 ❑ Is Feature Package 2 Installed? Merlin 206 ❑ ❑ YES ❑ NO Merlin 820 ❑ 2.
Appendix B: Mailbox Assignments Regular Mailboxes 10 30* 50* 11 (1)* 31* 51* 12 (2)* 32* 52* 13 (3)* 33* 53* 14 (4)* 34* 54* 15 (5)* 35* 55* 16 36* 56* 17 37* 57* 18 38* 58* 19 39* 59* 20 40* 60* 21 41* 61* 22 42* 62* 23 43* 63* 24 44* 64* 25 45* 65* 26 46* 66* 27 47* 67* 28 48* 68* 29 49* 69* * Mailboxes 1-5 apply to Merlin 206 installations only. Mailboxes 30-79 apply to Merlin 1030/3070 installations only.
Regular Mailboxes 70* 909 929 71* 910 930 72* 911 937 73* 912 932 74* 913 933 75* 914 934 76* 915 935 77* 916 936 78* 917 937 79* 918 938 Guest Mailboxes 919 939 900 920 940 901 921 941 902 922 942 903 923 943 904 924 944 905 925 945 906 926 946 907 927 947 908 928 948 Guest Mailboxes 949 through 999 not shown.
Appendix C: Business Hour Schedule Opening 1 Monday 2 Tuesday 3 Wednesday 4 Thursday 5 Friday 6 Saturday 7 Sunday Appendix C: Business Hour Schedule Time AM PM Closing Time AM PM 117
Appendix D: Routing Worksheet — Day Instructions: 1. Assign a choice number to each new top-level menu choice you want to add. Enter the choice number into the call route keys and note under each key the type of choice you are adding. If your Control Unit is a Merlin 206 model, your choice numbers are limited to 1-8. 2. Define these new choices using the table below. For transfer points, define the intercom number to transfer to. For record message mailboxes, assign an available mailbox number.
Appendix D: Call Routing Worksheet — Night Instructions: 1. Assign a choice number to each new top-level menu choice you want to add. Enter the choice number into the call route keys and note under each key the type of choice you are adding. If your Control Unit is a Merlin 206 model, your choice numbers are limited to 1-8. 2. Define these new choices using the table below. For transfer points, define the intercom number to transfer to. For record message mailboxes, assign an available mailbox number.
Appendix D: Call Routing Worksheet — Sample Instructions: 1. Assign a choice number to each new top-level menu choice you want to add. Enter the choice number into the call route keys and note under each key the type of choice you are adding. If your Control Unit is a Merlin 206 model, your choice numbers are limited to 1-8. 2. Define these new choices using the table below. For transfer points, define the intercom number to transfer to. For record message mailboxes, assign an available mailbox number.
Appendix E: At&T Limited Warranty and Limitation of Liability AT&T warrants you, the customer, that your system will be in good working order on the date AT&T or its authorized reseller delivers or installs the system, whichever is later (“Warranty Date”). If you notify AT&T or its Authorized Dealer within one year of the Warranty Date that your system is not in good working order, AT&T will without charge to you repair or replace, at its option, the system components that are not in good working order.
● Abuse, misuse, negligent acts or omissions of the customer and persons under the customer’s control; or ● Acts of third parties and acts of God. AT&T’s obligation to repair, replace, or refund, as set forth above, is your exclusive remedy. Except as specifically set forth above, AT&T, its affiliates, suppliers, and dealers make no warranties, express or implied, and specifically disclaim any warranties of merchantability or fitness for a particular purpose.
585-321-115 2911033-1 Issue 1 June 1994
