AT&T MERLIN MAIL, System Programming And Maintenance Manual

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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. This service provides several major
benefits, both to the callers and to the company:
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System greetings, announcements, and menus can be recorded
and played in one language (monolingual mode) or two languages
(bilingual mode).
In bilingual mode, callers can select their language preference for
system greetings, prompts, announcements, and menus.
Different greetings, menus, and announcements can be recorded to
play during the day and night.
For example, during the day you may want to tell callers to stay on
the line for assistance by an operator. At night, when there maybe
no operator, you may want to tell callers to stay on the line to leave
a message in the General Mailbox.
Calls are efficiently routed to the correct party.
Incoming fax calls from machines that produce industry-standard
fax (CNG) tones, are recognized and automatically routed to the fax
extension.
Callers using rotary phones or needing assistance, are
automatically transferred to the system operator or General Mailbox,
or disconnected, based on your company’s preference.
If the party the caller wants does not answer or the phone is busy,
the caller is prompted to leave a message.
If callers do not know the extension needed, they can access a
directory of subscribers or be transferred automatically to an
operator.
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System Services and Features
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