AT&T MERLIN LEGEND Calling Group Manual de usuario

555-610-130

Issue 1

August 1991

MERLIN LEGEND

COMMUNICATIONS SYTEM

Calling Group Supervisor’s Guide

AT&T

AT&T 555-610-130

Issue 1

Printed in U.S.A.

August 1991

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)

Electromagnetic Interference 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 the 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. Operation of this equipment in a residential area is

likely to cause harmful interference, in which

case the user will be

required to correct the interference at his own expense.

Canadian Department of Communications (DOC)

Interference Information

This digital apparatus does not exceed the Class A limits for radio noise

emissions set out in the radio interference regulations of the Canadian

Department of Communications.

Le présent appareil numérique n’émet pas de bruits radioélectriques

dépassant les limites applicables aux appareils numériques de la classe

A prescrites dans le Règlement sur le brouillage radioélectrique édicté

par le ministére des Communications du Canada.

Trademarks

MLX-10, MLX-10D, MLX-20L, and MLX-28D are trademarks of AT&T.

Magic on Hold is a registered trademark of AT&T.

MERLIN is a registered trademark of AT&T.

MERLIN LEGEND is a trademark of AT&T

Contents

About This Book

■ Conventions Used

■ How to Comment on This Book

vii

viii

Calling Group Overview

1-1

Calling Group Supervisor

Telephones

■

BIS-22D Telephone

BIS-34D Telephone

MERLIN II System Display Console

MLX-28D Telephone

MLX-20L Telephone with Direct

Station Selector (DSS)

Buttons on Your Phone

Programming Your Phone

and Agent Phones

2-1

2-2

2-3

2-4

2-5

2-6

2-7

2-17

Contents

Calling Group Features

3-1

■ Station Hunting

3-3

■ Call Queues

3-6

■ Auto Login and Auto Logout

3-10

■ Calling Group Message Receiver

3-11

Calling Group Supervisor Activities

4-1

■ Entering and Exiting Supervisor Mode

4-2

■ Monitoring Calls in Queue

4-4

■ Monitoring Agent Status

4-5

■ Changing Agent Status

4-8

ii Contents

Contents

Calling Group Agent Activities

5-1

■

Signing In and Out of the Calling Group

5-3

■

Answering Calling Group Calls

5-2

■ Using a Headset

5-5

Calling Group Feature Codes

A-1

Index/Glossary

IG-1

Contents

iii

The exclamation point in an

equilateral triangle is intended to alert

the user to the presence of important

operating and maintenance

(servicing) instructions in the

literature accompanying the product.

IMPORTANT SAFETY INSTRUCTIONS

Always follow these basic safety precautions when using your

telephone equipment. These precautions reduce the risk of fire,

electric shock, and injury to you and damage to the equipment.

■

Read and understand all instructions.

■

Follow all warnings and instructions marked on or packed with

the telephone.

■

Do not use the telephone near water, as in a wet basement.

The telephone can be hazardous if immersed in water. To

avoid the possibility of electrical shock, do not use it when you

are wet. If you accidentally drop it into water, do not retrieve it

until you have first unplugged the line cord from the modular

wall jack. Do not plug the telephone back in until it has dried

thoroughly.

■

Do not use the telephone (other than a cordless-type

telephone) during electrical storms in your immediate area.

There is a remote risk of electric shock from lightning.

■

Unplug the telephone from the wall outlet before cleaning.

Use a damp cloth for cleaning. Do not use liquid or aerosol

cleaners on the phone.

■

Never push objects of any kind into the telephone through

openings or slots. Never spill liquid of any kind on the

telephone.

■

Do not use the telephone near a gas leak. If you suspect a

gas leak, report it immediately, but use a telephone away from

the area in question. The telephone’s electrical contacts could

generate a tiny spark. While unlikely, it is possible that the

spark could ignite heavy concentrations of gas.

■

To reduce the risk of electric shock, do not disassemble the

telephone. There are no user-serviceable parts inside.

Opening or removing covers may expose you to hazardous

voltages, and incorrect reassembly can cause electric shock

when the telephone is used.

■

Call your AT&T representative or authorized dealer when

service or repair work is needed.

■

Accessories include answering machines, alerts, modems,

and fax machines. To connect an accessory, you must first

have a

Multi-Function Module (MFM).

WARNING:

■

For your personal safety DO NOT install an

MFM

yourself.

■

ONLY an authorized AT&T technician or dealer rep-

resentative shall install, set options, or repair an

MFM.

■

To eliminate the risk of personal injury due to electric

shock, DO NOT attempt to install or remove an

MFM

from your MLX telephone. Opening or removing the

module cover of your telephone may expose you to

dangerous voltages.

SAVE THESE INSTRUCTIONS

About This Book

This book tells you how to supervise the use of phones in a

department that receives many calls, such as sales, service,

marketing, or technical support. It tells you which phones can

be used by supervisors and how to program them, and which

phones can be used by agents and how to program them. It

also tells you how supervisors and agents use the calling

group features on the phone.

To learn more about the other user features your phone offers,

see the user’s guide for that phone:

■ Analog Multiline Telephones User’s Guide

■ MLX-10D,™ MLX-28D,™ and MLX-20L™ Digital/SDN

Display Telephones User’s Guide

For the instructions and codes specific to your company, see

your system manager.

About This Book vii

About This Book

Conventions Used

The following typographic conventions are used in this book:

■

Buttons that you program (hand-labeled buttons) are

shown in bold italic type with initial capitals:

Press

Available.

Buttons that are programmed at the factory (imprinted

buttons) are shown in bold Roman type with initial capitals:

Press

Transfer.

Information that appears on MLX display phones is shown

in a type similar to that used in the display. Information as it

appears on a 2-line by 24-character display phone is

shown in brackets following the information as it appears

on a 7-line by 24-character display phone:

Select

Ext Program[Ext Prog].

If a bracketed word is not shown, the information is the

same for the 7-line and 2-line display phones.

Important words are shown in bold type:

Use this button to

make inside and outside calls.

Symbols or numbers that you enter using the dialpad are

shown in bold type:

Dial

* 760.

viii Conventions Used

Este manual sirve para los siguientes modelos

Tabla de contenidos

Otros manuales de Sistema de conferencias de AT&T

AT&T

AT&T Merlin 1030 Manual de usuario

AT&T

AT&T MERLIN LEGEND MLX-10 Non-Display Telephone Manual de usuario

AT&T

AT&T Spirit Communications System Manual de usuario

AT&T

AT&T MERLIN 820 Manual de instrucciones

AT&T

AT&T StaR Adapter Manual

AT&T

AT&T MERLIN 820 Guía de instalación y uso

AT&T

AT&T MERLIN LEGEND Analog Direct-Line Console Manual

AT&T

AT&T MERLIN LEGEND Release 2.0 Analog Multiline... Manual técnico

AT&T

AT&T MERLIN LEGEND Manual de servicio

AT&T

AT&T Spirit Communications System Manual de usuario

AT&T

AT&T Merlin Legend MLX-20L Manual de usuario

AT&T

AT&T MERLIN LEGEND Release 2.0 Analog Multiline... Instrucciones de funcionamiento

AT&T

AT&T MERLIN LEGEND Release 2.0 Analog Multiline... Manual de usuario

AT&T

AT&T Merlin Legend BIS10 Manual de usuario

AT&T

AT&T Merlin 3070 Manual de instrucciones

AT&T

AT&T MERLIN LEGEND Release 2.0 MLX Queued Call... Manual

AT&T

AT&T MERLIN LEGEND Release 2.0 Analog Multiline... Documento técnico

AT&T

AT&T SPIRIT 2448 Expansion Unit Manual técnico

AT&T

AT&T Merlin 3070 Manual de usuario

AT&T

AT&T MERLIN LEGEND Release 2.0 Analog Multiline... Manual de usuario

AT&T

AT&T MERLIN LEGEND Release 2.0 Single-Line... Manual de usuario

AT&T

AT&T Spirit Communications System Guía de instalación

AT&T

AT&T MERLIN Plus Guía de instalación

AT&T

AT&T MERLIN LEGEND Release 2.0 MLX Queued Call... Manual

Manuales populares de Sistema de conferencias de otras marcas

Kramer

Kramer VIA GO Manual de usuario

AVT

AVT MAGIC AC1 Go Manual de usuario

ProSoft Technology

ProSoft Technology AN-X4-AB-DHRIO Manual de usuario

Sony

Sony PCS-I150 Manual de usuario

Middle Atlantic Products

Middle Atlantic Products VTC Series Manual de usuario

Prentke Romich Company

Prentke Romich Company Vanguard Plus Guía

Speakerbus

Speakerbus iD 712 Manual de usuario

Trelleborg

Trelleborg SafePilot CAT PRO Manual de usuario

Sennheiser

Sennheiser ADN Manual de usuario

ADTRAN

ADTRAN NetVanta 7100 Manual de usuario

AINA

AINA PTT Voice Responder Manual de usuario

Yamaha

Yamaha ProjectPhone PJP-100H Manual de usuario

vissonic

vissonic VLI Series Manual de usuario

Panasonic

Panasonic KX-VC500 Manual de usuario

Poly

Poly Trio 8300 Manual de usuario

Crestron

Crestron Mercury CCS-UCA-SMK Dibujo dimensional

Inmarsat

Inmarsat mini M Manual de usuario

Tenveo

Tenveo ALL-IN-ONE Manual de usuario