AT&T Merlin II Manual de usuario

AT&T

MERLIN

COMMUNICATIONS SYSTEM

MERLIN II Attendant

User’s Guide

Issue 4

January, 1990

Printed in USA

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.

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

1-1

The MERLIN II Attendant

1-2

Section 2: Changing the Current Settings

Changing the Current Settings

2-1

Section 3: Troubleshooting

Troubleshooting

3-1

Index

FCC Notification Information

INTERFERENCE

Federal Communications Commission (FCC) Rules require that you be

INFORMATION

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.

This equipment has been tested and found to comply with the limits for a

Class A computing device pursuant to Subpart J of Part 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 11 Attendant is designed to be connected to a Basic (012)

Telephone Module of the MERLIN II system control unit. It is not

intended to be connected directly to the network.

The MERLIN II Attendant is a separately registered device.

FCC registration number: GRM3U8-19187-CIE

PROBLEMS AND REPAIRS

If you have a problem with the MERLIN II Attendant, or if you need repair

information that is not provided in the

Troubleshooting Section

of this

guide, please call the AT&T National Service Assistance Center at 1-800-628-

2888.

FCC Notification Information 1

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.

● Planning Form A—Business Days

● Planning Form B—Business Hours

●

Planning Form C—Announcement

●

Planning Form D—Announcement

● Planning Form E—Routing Plan

Time Reallocation

Recordings

●

Planning Form F—Supervised Transfer Operations

● Planning Form G—Blind Transfers

●

Planning Form H—Call Processing Options

●

Planning Form I—Individual Changes

NOTE:

If you need planning forms, order them from the AT&T

Customer Information Center, 1-800-432-6600. The document

order number is 999-504-139.

Have the MERLIN II Attendant installed by an authorized AT&T

technician who has completed the following procedures:

●

Administered a port on a Basic Telephone (012) Module for each

MERLIN II Attendant

●

Programmed your business schedule and route plans

● Recorded your announcements

Be sure you know your authorized caller code. See “Changing the

Authorized Caller Code” in Section 2, “Changing the Current

Settings” for more information about this code.

Introduction 1-1

The MERLIN II Attendant

DAY AND NIGHT

ANNOUNCEMENTS

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.

NOTE:

To avoid confusion between a human attendant and the MERLIN II

Attendant, this document refers to the human attendant as the

receptionist.

A prerecorded announcement can provide callers with “Announcements”

information on how to reach certain departments or people within your

company. Generally, a list of one digit numbers, known as routes, is

provided so that callers can dial the department they need with the touch of a

button. If appropriate, the announcement can also give callers the option to

enter two to four digit extension numbers to reach employees directly.

For example, during normal business hours a car dealership directs customer

calls to the MERLIN II Attendant so that callers hear the Day announcement

which offers the following options:

“Thank you for calling ABC Motors...

For Sales, dial 1...

For Service, dial 2...

For Parts, dial 3...

For the receptionist, dial O...

For a specific employee, dial the extension

or hold for operator assistance. ”

NOTE:

In the above example, the numbers

2, 3, and O are routes.

After the car dealership closes, calls are answered immediately by the

MERLIN II Attendant and the Night announcement is played:

“Thank you for calling ABC Motors.

Our sales hours are 10:00 a.m. to 6:00 p.m. Monday through Saturday.

If you are calling our Service Department, dial 1 now.

If you know the extension number of the person you are calling, dial

that number now. ”

If a caller does not enter a route or extension because he or she is calling from

a rotary phone or does not know the extension, the call is automatically

directed to the receptionist after a specified number of seconds (2 to 5). You

can select the number of seconds by using the “Call Processing Options”

described in Section 2, “Changing the Current Settings”.

Callers using Touch-Tone phones can also bypass the announcement by

diaIing the route or extension they want at any time during the message.

Their calls are transferred immediately to the route or extension number they

have selected.

You can choose from two different announcements (Day or Night) to play to

callers when the MERLIN II Attendant answers incoming calls. Both the Day

announcement and Night announcement can direct calls to up to nine

different routes (1 through 9, 0 is reserved for the receptionist). Additionally,

1-2 The MERLIN II Attendant

CALL HANDLING

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. Here are two examples:

Use of both Day and Night Announcement

ABC Company office hours are 8:30 a.m. to 5:00 p.m. Monday through

Friday. Callers who dial the business’ toll free number hear the Day

announcement when the MERLIN II Attendant answers. The Day

announcement instructs callers to enter a route number (1 through

to reach

a specific department or an extension number to contact a particular

individual. Callers who call after 5:00 p.m. or on the weekends hear the

Night announcement when the MERLIN 11 Attendant answers. The Night

announcement provides the regular office hours and allows callers to dial

extension numbers to connect with employees who are working after-hours.

Use of the Day Announcement Only

XYZ Company has 24-hour sales and customer service departments. Callers

on lines answered by the MERLIN II Attendant hear the Day announcement

no matter what time they call. The Day announcement offers callers a choice

between entering the route number for sales (1) or for customer service (2).

There are three types of call handling available with the MERLIN II

Attendant:

● Immediate Call Handling

Immediate call handling can be set up so that the MERLIN II Attendant

answers these kinds of calls:

•

All

incoming calls on

all

lines. The receptionist is only required to

help callers who have a rotary telephone or who need additional

assistance.

•

All

incoming

calls

on specified lines.

● Backup Call Handling

Calls are answered by the MERLIN II Attendant only when the

receptionist is unable to answer within a specified number of rings (2 to

6). To set the number of rings, see “Call Processing Options” in Section

2, “Changing the Current Settings”.

● Night Service

Using the MERLIN II system feature, Night Service with Time Set, you

can synchronize the clocks on the control unit and the MERLIN II

Attendant so that the Night announcement plays whenever you indicate

that your business is closed. After-hours callers can be given the option to

dial a route number, an extension number, or leave a message on an

answering machine. Or the Night announcement can simply provide the

normal business hours and disconnect without giving callers the option to

dial an entry.

The MERLIN II Attendant 1-3

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. Likewise, if the call is unanswered after a

specified number of rings, the call rings at both the receptionist position

and at the original number until it is answered or the caller hangs up.

The blind transfer method should be used unless there is another route or

extension number that callers can logically choose if the first number they

select is unavailable. For example, a caller to a car dealership who needs

to make an appointment to have a car serviced would not want to talk to

the sales department if the service department is busy.

● Supervised Transfer

During a supervised transfer, calls are monitored by the MERLIN II

Attendant until the call is completed or the caller hangs up. When a caller

enters a route or extension number, the Hold announcement plays

informing the caller to hold while the transfer is being completed. If the

route or extension number dialed is available, the Connect announcement

informs the person at the extension dialed that a call is being transferred.

If the route or extension is unavailable, the Transfer Fail announcement

plays to inform the caller that the call could not be completed. Sample

messages are shown below:

Hold announcement

This announcement informs callers to hold until the transfer is

completed.

Example:

"Please hold while your call is being transferred.”

Transfer Fail announcement

This announcement informs the caller when a call cannot be

completed.

Example:

*The extension you requested is busy. Please hold or dial another

extension. ”

Connect announcement

This announcement informs the person at the extension dialed that a

call is being transferred.

Example:

“A call is being transferred to you. ”

NOTE:

You can also record an announcement that provides business

hours or related information then disconnects without giving

callers the option to enter a route or extension.

When a call is not answered or the extension is busy, the MERLIN 11

Attendant retrieves the call and handles it one of two ways:

If another extension is programmed, supervised transfer should be

used so that the MERLIN II Attendant can transfer the call to a

secondary extension when the first (primary) extension is unavailable.

When callers enter a route or extension number, the Hold

announcement plays, and their calls are transferred to the first

(primary) extension.

If the first (primary) extension is busy or does

not answer, the MERLIN II Attendant dials the secondary extension

while the caller remains on hold. If the secondary extension is also

1-4 The MERLIN II Attendant

THE MERLIN II

ATTENDANT UNIT

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.

NOTE:

During a supervised transfer, the MERLIN 11 Attendant cannot

answer another call until the call in progress is successfully

completed or the caller hangs up.

There are three lights on the front of the MERLIN II Attendant unit (Figure

l-l):

● power

This light indicates that the unit is powered on.

● battery

Table 1-1 describes the meaning of the different light combinations when

ac power is connected to the MERLIN II Attendant:

TABLE 1-1 MERLIN II Attendant Front Panel Lights.

Power Battery

Light Light Description

Off

Battery charging

Battery fully charged

Off On

Unit operating on battery power

Off Off

Unit not operating; refer to “Troubleshooting”

Blinking

Out of Service code; refer to “Troubleshooting.”

The battery is fully charged after 18 hours of continuous ac powered

operation.

● talking

Lights when the MERLIN II Attendant answers and monitors a call.

The MERLIN II Attendant 1-5

MERLIN® II

Attendant

Lights when

Lights when ac MERLIN II

power is on

Attendant

0oanswers and

monitors calls

Blinking Iight indicates

lSteady light indicates

a prob em. See battery is fully charged

“Troubleshooting’*

(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.

Refer to Figure 1-2 for a diagram of the back of the

and to the following paragraphs for its description.

MERLIN II Attendant unit

reset

This recessed button resets the MERLIN II Attendant. See

“Troubleshooting” for details.

setup switches

There are four setup switches. Switches 1, 2, and 3 control the MERLIN 11

Attendant’s response to a power outage; switch 4 is not used.

1-6 The MERLIN II Attendant

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