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AT&T MERLIN PIus Installer'S Manual Download Page 35

Programming Call

The MERLIN Attendant can be configured to handle calls

Handling Options

in two ways:

•  

Immediate Call Handling

The MERLIN Attendant answers all the calls coming

in on the specified lines. The receptionist handles

callers who are calling from rotary phones or who
require additional assistance.

•   Backup Call Handling

Incoming calls ring first at the receptionist position.
Calls are answered by the MERLIN Attendant only
when the receptionist fails to answer in a specified
number of rings. The number of rings can be

programmed. See “Call Processing Options” later in
this section.

2-12  Programming Features

Summary of Contents for MERLIN PIus

Page 1: ...AT T 518 600 042 MERLIN PIus COMMUNICATIONS SYSTEM MERLIN Attendant Installer s Guide ...

Page 2: ...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 518 600 042 with your order ...

Page 3: ...90 by AT T All Rights Reserved Printed in the United States of America 518 600 042 Issue 1 May 1990 NOTICE 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 ...

Page 4: ...verview Equipment and Location Requirements Administration Procedures Connecting the MERLIN Attendant 1 1 1 6 1 8 1 9 SectIon 2 Initial Programming Programming Features 2 1 Section 3 Testing and Troubleshooting Testing 3 1 Troubleshooting 3 2 Index ...

Page 5: ...ew of the MERLIN Attendant 1 2 1 2 Back view of the MERLIN Attendant 1 3 1 3 Setup Switch Positions for Installing Unit 1 9 1 4 Connecting two MERLIN Attendants 1 12 2 1 Blind Transfer process 2 11 2 2 Immediate and Backup Call Handling 2 13 ...

Page 6: ...eaning of Setup Switch Settings 1 4 Intercom Numbers for MERLIN Attendant 1 5 Calls Per Hour Table 1 6 Incoming Lines Table 1 7 Installing BTMI 2s on Station Intercom Numbers 1 10 Switch Settings When Operating Unit 1 11 Announcement Time Allocations 2 6 Call Processing Options 2 16 Out of Service Codes 3 3 ...

Page 7: ... 15 of FCC rules which are designed to provide reasonable protection against such interference when operated in a commercial environment Operating this equipment in a residential area is likely to cause interference with radio communications in which case the user at his or her own expense will be required to do whatever is necessary to correct the interference The MERLIN Attendant is designed to ...

Page 8: ...Section 1 Installation Requirements ...

Page 9: ...s Release 1 or Release 2 system and a Basic Telephone and Modem Interface 2301 BTI connected to a MERLIN Plus system station module Some of the key features of the MERLIN Attendant are Security Code An authorized caller code that must be entered before changing any programmable features to protect recorded announcements and other programming from being changed by unauthorized personnel Remote Prog...

Page 10: ...hree lights on the front panel as shown in Figure 1 1 The lights indicate the following AT T MERLIN Attendant Lights when Lights when ac MERLIN power is on Attendant answers and power battery monitors calls talking Blinking light indicates Steady light indicates a problem See battery is fully charged Troubleshooting when power light is on Light off when battery is not fully charged FIGURE 1 1 Fron...

Page 11: ...f Off Unit not operating refer to Troubleshooting On Blinking Out of Service code refer to Troubleshooting talking This light is on whenever the MERLIN Attendant answers and monitors a call The connectors and four setup switches on the back panel are shown in Figure 1 2 AT T off on reset setup 10VAC serial i o out reserved to line FIGURE 1 2 Back view of the MERLIN Attendant Overview 1 3 ...

Page 12: ...e outage Routes and other Routes and other programming programming parameters are parameters are reset to retained during a defaults during a power outage power outage The MERLIN The MERLIN Attendant continues to Attendant does not answer calls during a answer calls during a power outage power outage Not Used Not Used CAUTION After connecting ac power to the MERLIN Attendant be sure that switches ...

Page 13: ...e This connects the MERLIN Attendant with the Basic Telephone and Modem Interface 2 BTMI 2 that connects to a station module on the MERLIN Plus system control unit Install the MERLIN Attendant on station intercom numbers as shown in Table 1 3 TABLE 1 3 Intercom Numbers for MERLIN Attendant MERLIN Intercom Attendant Number 1st 11 2nd 12 3rd 13 Overview 1 5 ...

Page 14: ...N If a customer is using the MERLIN Attendant only for Attendants backup call handling or after hours only one MERLIN REQUIRED Attendant is required unless call traffic is heavy as shown in Table 1 4 When call traffic is heavy the number of MERLIN Attendants required at a site depends on the number of calls the customer receives during peak hours Refer to Table 1 4 to determine how many MERLIN Att...

Page 15: ...eded The location for the MERLIN Attendant must meet the following criteria Within 5 feet of a properly grounded ac power source that is not controlled by a switch NOTE If possible the MERLIN Attendant should share the same power source with the MERLIN Plus system control unit This is recommended when the MERLIN Plus system control unit is connected to an Uninterruptible Power Supply UPS Not more ...

Page 16: ...ram all common lines for delayed ring at the receptionist s voice terminal station 10 and administer a Privacy button Program all common lines for no ring at all other stations Use the receptionist s voice terminal to program any personal lines for no ring at the MERLIN Attendant BACKUP CALL Use the following procedure to administer the HANDLING MERLIN Attendant for backup call handling in the MER...

Page 17: ...install the MERLIN Attendant AT T reset setup 10VAC serial i o out reserved to line FIGURE 1 3 Setup Switch Positions for Installing Unit 1 For each MERLIN Attendant port a Install a Basic Telephone and Modem Interface 2 BTMI 2 on the MERLIN Plus system control unit Install BTMI 2s on station intercom numbers as shown in Table 1 6 Connecting the MERLIN Attendant 1 9 ...

Page 18: ...e bracket is down b Locate the keyhole opening on the underside of the MERLIN Attendant with the hook on the bracket Slide the unit over the hook and down to secure CAUTION Do not stack multiple MERLIN Attendants this will damage the units Make sure setup switches 1 and 2 are off then plug one end of the modular phone cord into the jack on the back of the MERLIN Attendant labeled to line See Figur...

Page 19: ...rammable features during power outage 3 Off Does not use battery backup to answer calls during power outage See NOTE 4 Off Not used NOTE During a power outage there is no need to use battery backup to answer calls if the MERLIN Attendant shares an Uninterruptible Power Supply UPS with the MERLIN Plus system control unit If a UPS is not used with the control unit incoming calls cannot be answered b...

Page 20: ...ation module Line module Multiline Touch Tone telephone Basic Telephone and Modem To grounded ac outlet lnterface BTMI 2 10VAC To line Transformer FIGURE 1 4 Connecting two MERLIN Attendants 1 12 Connecting the MERLIN Attendant ...

Page 21: ...ine installation instructions After the installation follow the procedure below 1 2 3 4 5 At the attendant console enter administration mode by sliding the T P switch to P and pressing the Administer button Dial 2 and the number of rings to be permitted before a call is returned to the MERLIN Attendant Six rings is recommended The two beep confirmation tone sounds Leave administration mode by slid...

Page 22: ...Plus System Release 2 System Manual to assign lines to Call Forwarding or Remote Line Access Set the Night Answer Delay option to five or more rings Program a telephone for Call Forwarding or Remote Line Access If both CF and RLA are programmed and activated CF takes precedence NOTE Unless dedicated lines are available these features should be used with the MERLIN Attendant only after business hou...

Page 23: ...Section 2 Initial Programming ...

Page 24: ...ne Touch Tone phone and enter one pound sign for every two pound signs that appear in a programming command COMPLETING THE Ask the customer for the completed MERLIN Attendant PLANNING Planning Configurator Form If this form has not been CONFIGURATOR completed assist the customer in completing it before FORM proceeding ENTERING Perform the following steps before you begin PROGRAMMING programming MO...

Page 25: ...s SETTING THE CLOCK The clock in the MERLIN Attendant must be synchronized with the clock in the MERLIN Plus system control unit to use the night announcement feature If the MERLIN Attendant clock is not set the day announcement plays at all times To set the MERLIN Attendant clock use the following procedure 1 Dial 71 followed by a One digit for the current day of the week 1 Sunday 2 Monday 3 Tues...

Page 26: ...Two digits for the current year 00 99 e Two digits for the current hour in military time 00 midnight 23 ll 00p m f Two digits for the current minute 00 59 g Two digits for the current second 00 59 NOTE Step g is optional 2 Dial to enter the command The two beep confirmation tone sounds 3 Continue programming or dial to exit authorized caller mode 4 Dial again to disconnect Programming Features 2 3...

Page 27: ...sday Wednesday Thursday Friday Saturday Entire week 2 Dial one digit to indicate whether the business is open or closed for the day specified in step 1 1 open 2 closed 3 holiday The two beep confirmation tone sounds 3 Repeat steps 1 and 2 for each day of the week unless the business is open the entire week 4 Continue programming or dial to exit authorized caller mode 5 Dial again to disconnect 2 4...

Page 28: ...nesday Thursday Friday Saturday Entire week b Two digits for the opening hour military time 00 midnight 23 11 00 p m c Two digits for the opening minute 00 to 59 d Two digits for the closing hour military time 00 midnight 23 11 00 p m e Two digits for the closing minute 00 to 59 The two beep confirmation tone sounds 2 Repeat step 1 for each day unless entire week is selected 3 Continue programming...

Page 29: ... announcement 25 Night announcement 14 Hold announcement NOTE If the time allocated to one announcement is increased decrease another time accordingly so that the total time equals 64 seconds A hold announcement is required for proper system operation See Recording Announcements Announcements are recorded only up to the time allocated If while recording an announcement you run over the time allowe...

Page 30: ...me in seconds allocated for the day announcement b Two digits for the maximum time in seconds allocated for the night announcement c Enter 00 for the maximum time for the transfer announcement This announcement is never used with the MERLIN Plus system d Two digits for the maximum time in seconds allocated for the hold announcement 2 Dial to enter the command The two beep confirmation tone sounds ...

Page 31: ...se hold for assistance If you are calling from a Touch Tone phone and you know the extension of the person you are calling please dial it now Pause For Sales dial 1 Pause For Parts dial 2 Pause For Customer Service dial 3 Pause Or stay on the line for operator assistance Hold Announcement Because unanswered calls are returned to the MERLIN Attendant a hold announcement must be provided to tell cal...

Page 32: ... to our emergency service number 2 Record the appropriate announcement When you are finished dial to enter the announcement The two beep confirmation tone sounds NOTE The delay between the time you dial to enter the command and the time you hear the confirmation tone represents the additional recording time available for the message 3 Continue programming or dial to exit authorized caller mode 4 D...

Page 33: ...nt is administered to transfer calls ROUTING PLAN using blind transfer only The MERLIN Plus system control unit handles the call after the MERLIN Attendant transfers the caller to the route or extension number dialed If the number entered is invalid the call is transferred to the receptionist 2 10 Programming Features ...

Page 34: ...FIGURE 2 1 Blind Transfer process Programming Features 2 11 ...

Page 35: ...receptionist handles callers who are calling from rotary phones or who require additional assistance Backup Call Handling Incoming calls ring first at the receptionist position Calls are answered by the MERLIN Attendant only when the receptionist fails to answer in a specified number of rings The number of rings can be programmed See Call Processing Options later in this section 2 12 Programming F...

Page 36: ...t If not answered on the first ring calls will ring at the receptionist MERLIN Plus System control unit Receptionist Release 1 or 2 MERLIN Overflow Attendant MERLIN Attendant is Backup Call Handler Calls ring immediately at the receptionist If the receptionist does not answer within a preset number of rings the MERLIN Attendant answers the call FIGURE 2 2 Immediate and Backup Call Handling Program...

Page 37: ...te entered Dial the route number 0 through 9 This is the number callers enter when they want to be connected to a particular department NOTE When programming route 0 for the receptionist use extension 10 Dial the appropriate extension code 11 Day Primary Extension 21 Night Primary Extension Dial 2 for a blind transfer Dial the extension number where the caller will be connected Dial Continue progr...

Page 38: ...he customer wants callers to have the option to enter individual extension numbers so that they can be connected to employees telephones directly these commands can improve the processing of those calls Call transfers to extensions can be expedited when the MERLIN Attendant knows which extensions are valid in the MERLIN Plus system For example if the customer has extension numbers ranging from 14 ...

Page 39: ...nt answers an incoming call Determines immediate or backup call handling If not using Night mode set to 15 To use with Call Forwarding or Remote Line Access set to 5 or more 2903 Dialing Delay 2 2 5 Number of seconds after an announcement that a caller has to dial a route or extension before the call is transferred to the receptionist 9709 Lowest Extension 10 29 Identifies the lowest valid extensi...

Page 40: ...immediately by the authorized caller number and The two beep confirmation tone sounds 4 Dial followed by Program Code shown on Table 2 2 2901 2902 2903 9709 9710 Day Answer Delay Night Answer Delay Dialing Delay Lowest Extension Highest Extension 5 Dial the number you have entered under Current Setting 6 Dial The two beep confirmation tone sounds NOTE For Codes 9709 Lowest Extension and 9710 Highe...

Page 41: ...Section 3 Testing and Troubleshooting ...

Page 42: ...orrect extension rings Do not pick up the call Make sure the unanswered call is routed to the MERLIN Attendant Repeat this procedure for each of the routes TESTING EXTENSION Use this procedure if the customer allows callers to enter NUMBERS individual extension numbers 1 Dial a valid extension number Do not pick up the call 2 Make sure the call is directed to the proper extension 3 Dial an invalid...

Page 43: ...nce slowly then repeats the pattern make sure all appropriate announcements are recorded See Playing Back Announcements in Section 2 Initial Programming If the problem persists or the battery light blinks more frequently use a straightened paper clip to press the recessed reset button on the back panel of the MERLIN Attendant NOTE Pressing reset does not affect the programming or recorded announce...

Page 44: ...pt made to play an unrecorded announcement 8 RAM constants pool corruption detected 9 ROM check sum error detected 10 Invalid value read from Real Time Clock During a power failure the MERLIN Attendant can maintain all of its programming information i e routes business schedule authorization code up to eight weeks and all recorded announcements up to three hours if the MERLIN Attendant battery was...

Page 45: ...ial printer set the baud rate to 1200 using the following procedure 1 2 3 4 5 6 Select an outside line and dial a telephone number that is answered by the MERLIN Attendant NOTE If you are programming from a remote location using a single line standard Touch Tone phone enter only one pound sign for every two pound signs that appear in a programming command Wait for an answer Dial followed immediate...

Page 46: ...ticular route Abandoned before answer This field indicates the number of caIIs abandoned before the MERLIN Attendant answered Abandoned after answer The number of calls abandoned after the MERLIN Attendant answers a call but before the call is processed Authorized callers The number of times authorized caller mode was accessed for programming NOTE If any of the report counters exceed 65 535 total ...

Page 47: ...ins Signal Ground 3 7 Signal Ground Data Terminal Ready 8 6 Data Set Ready Data Set Ready 4 2 Data Terminal Ready Transmit Data 4 3 Receive Data Receive Data 2 2 Transmit Data USING AT T 475 The dip switches in the AT T 475 serial printer must be PRINTER set as follows O Open C Closed Switch 1 OCOOCCCO Switch 2 OOOOOOCO Switch 21 OOOCOOOC Switch 22 OOOO Switch 23 COOOCO Switch 24 OOOCOOOC 3 6 Trou...

Page 48: ...F Left side of the switch pressed down Printing Call Handling Once the cable is configured and the printer is connected Reports perform the following steps to print a report NOTE If any of the report counters exceed 65 535 total the counter is reset to 0 1 Select an outside line and dial a telephone number that is answered by the MERLIN Attendant NOTE If you are programming from a remote location ...

Page 49: ... statistics to 0 perform the Counters following steps 1 Select an outside line and dial a telephone number that is answered by the MERLIN Attendant NOTE If you are programming from a remote location using a single line standard Touch Tone phone enter only one pound sign for every two pound signs that appear in a programming command 2 Wait for an answer 3 Dial followed immediately by the authorized...

Page 50: ...ode and Dial 29 followed by the appropriate selection 01 Day Answer Delay 02 Night Answer Delay 03 Dialing Delay 5 Dial 6 Once the report is completed exit authorized caller mode by dialing 7 To disconnect dial LOST AUTHORIZED If the default authorized caller code 789 is changed and CALLER CODE the new code is lost or forgotten the default code can be restored However this procedure also restores ...

Page 51: ...n recorded In this situation the MERLIN Attendant sounds a warning beep that no message exists This beep generated by a Touch Tone pound sign causes the MERLIN Attendant to ignore any following Touch Tone characters entered by the caller To 1 2 3 verify that this is the case Select an outside line and call the MERLIN Attendant by dialing the main number of the business Listen to the greeting Dial ...

Page 52: ...ion number This means that abandoned calls as ANSWERING well as calls from rotary phones and from Touch Tone callers who do not enter a route or extension number could ring on the receptionist s telephone The use of answering machines can minimize this problem except when callers disconnect during the MERLIN Attendant greeting announcement Troubleshooting 3 11 ...

Page 53: ...1 2 1 11 3 2 out of service state 3 2 switch settings 1 11 baud rate default 3 4 setting 3 4 beep 2 1 3 12 blind transfer 2 10 2 14 routes programming 2 14 business days setting 2 2 2 4 business hours setting 2 2 2 5 business schedules 3 4 button reset 1 4 3 2 C calendar 1 2 weekly 1 2 call forwarding CF 1 14 2 9 2 16 call handling 2 12 backup 2 12 immediate 2 12 call processing improving 2 15 cal...

Page 54: ... numbers 1 5 1 9 internal clock 1 2 invalid extension 2 10 route 2 10 L light 1 2 1 3 battery 1 2 1 11 power 1 2 1 11 talking 1 3 location choosing for the MERLIN Attendant 1 7 lost authorized caller code 3 11 lowest extension 2 16 M macro code 2 1 MERLIN Attendant connecting 1 9 estimating number required 1 6 1 7 installing 1 5 1 9 multiple units 1 11 modular phone cord 1 6 1 10 module connecting...

Page 55: ... location programming from 2 17 3 4 remote programmability 1 1 2 1 report counters 3 8 reports 3 4 announcement time allocations 3 8 business schedule 3 8 routes 3 8 traffic analysis 3 5 3 8 reserved 1 5 reset button 1 4 3 2 Ringing options changing 2 15 2 17 rings number of 1 13 2 12 2 16 RLA 1 14 2 9 rotary phones 2 12 3 12 route erasing 2 14 invalid 2 10 programming 2 14 recording 2 8 testing 3...

Page 56: ...ethods 2 10 transformer 1 6 troubleshooting 3 2 U Unanswered calls 1 7 unauthorized personnel preventing use by 1 1 Uninterruptible Power Supply UPI 1 7 1 11 User s Guide 1 6 V voice announcement disable 1 13 voice mode 1 10 voice playback 3 3 voice recorder 3 3 I 4 I n d e x ...

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