AT&T MERLIN Plus Manual de usuario
AT&T
MERLIN
®
PIus
COMMUNICATIONS SYSTEM
MERLIN Attendant
User’s Guide
©1990 AT&T
All Rights Reserved
Printed in USA
Issue 1
June, 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.
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 518-600-041 with your order.
Contents
Section 1: Overview
Introduction
The MERLIN
1-1
Attendant
1-2
Section 2: Changing the Current Settings
Changing the Current Settings
2-1
Section 3: Troubleshooting
Troubleshooting 3-1
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 Attendant is designed to be connected to the MERLIN Plus
system control unit using a Basic Telephone and Modem Interface 2
(BTMI-2). The MERLIN Attendant is not intended to be connected directly
to the network.
●
The MERLIN Attendant is a separately registered device.
– FCC registration number: GRM3U8-19187-CIE
PROBLEMS AND REPAIRS
If you have a problem with the MERLIN 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.
Section 1: Overview
Introduction
This User’s Guide explains how the MERLIN Attendant works and how to
change initial settings. To use the MERLIN Attendant:
❑
Consult the MERLIN Attendant Plannin
g Configurator Form that your
AT&T representative completed for your MERLIN Plus system.
❑
Have the MERLIN Attendant installed by an AT&T-authorized
technician who has completed the following procedures:
●
Administered a station port on the control unit for each
MERLIN 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 Attendant
The MERLIN Attendant answers incoming calls on designated lines with a
prerecorded message and directs the calls to the appropriate extension
in your MERLIN Plus Communications System Release 1 or 2. The
MERLIN 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 Attendant, this document refers to the human attendant as
the receptionist.
A prerecorded announcement can provide callers with 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 extension numbers to
reach employees directly.
For example, during normal business hours a car dealership directs customer
calls to the MERLIN Attendant so that callers hear the day announcement
which offers the following options:
“Thank you for calling ABC Motors. If you are calling from a
rotary dial phone, please hold for assistance.
For Sales, dial 1...
For Service, dial 2...
For Parts, dial 3...
For the receptionist, dial 0...
For a specific employee, dial the extension number
or hold for operator assistance.”
NOTE: In the above example, the numbers 1, 2, 3, and 0 are routes. To
minimize errors, you should provide no more than five routes.
After the car dealership closes, calls are answered immediately by the
MERLIN Attendant and the night announcement plays:
“Thank you for culling 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 number because he or she is
calling from a rotary phone or does not know the extension number, 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
dialing 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.
1-2 The MERLIN Attendant
DAY AND NIGHT
You can choose from two different announcements (day or night) to play to
ANNOUNCEMENTS
callers when the MERLIN Attendant answers incoming calls. Both the day
announcement and the night announcement can direct calls to up to nine
different routes (1 through 9, 0 is reserved for the receptionist). Additionally,
these announcements can offer callers the option to dial individual extension
numbers.
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:
Using Both Day and Night Announcements
ABC Company office hours are 8:30 a.m. to 5:00 p.m. Monday through
Friday. Callers who dial the company’s toll free number hear the day
announcement when the MERLIN Attendant answers. The day
announcement instructs callers to enter a route number (1 through 9) 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 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.
Incoming calls can be forwarded to an outside number by using the
MERLIN Plus system Release 2 Call Forwarding (CF) feature. You can also
use Remote Line Access (RLA) to allow your employees with password
permission to use your company’s outside lines. It is recommended that
these features be assigned to dedicated Central Office lines when used with
the MERLIN Attendant. If you use Call Forwarding or Remote Line Access
on the same lines as the MERLIN Attendant, the MERLIN Attendant will
act as a night backup to these features, answering calls only when
Call Forwarding or Remote Line Access lines are busy after hours.
(See the
MERLIN Plus Communications System Release 2 System Manual
for more
information on these features.)
NOTE: If you use Call Forwarding or Remote Line Access with the
MERLIN Attendant, your night announcement should include special
instructions to call back if these lines are busy. See “Using Call
Forwarding” or “Using Remote Line Access” in this section.
Using the Day Announcement Only
XYZ Company has 24-hour sales and customer service departments. Callers
on lines answered by the MERLIN 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).
The MERLIN Attendant 1-3
CALL HANDLING
Three types of call handling are available with the MERLIN Attendant:
●
Immediate Call Handling (See Figure 1-1)
Immediate call handling can be set up so that the MERLIN Attendant
answers these kinds of calls:
➤
All
incoming calls on
all
lines. The receptionist is required to help
callers who have a rotary telephone, or who need assistance, and to
act as a backup for the MERLIN Attendant to answer calls if the
MERLIN Attendant is busy.
➤
All
incoming calls on
specified
lines.
●
Backup Call Handling (See Figure 1-1)
Calls are answered by the MERLIN 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.”
● After-Hours Call Handling
You can set the clock on the MERLIN 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. If Call
Forwarding or Remote Line Access is activated but all lines are busy,
callers will be transferred to the MERLIN Attendant and will hear the
night announcement.
Another option is to have the night announcement simply provide your
company’s normal operating hours and disconnect without giving callers
the opportunity to dial a route. Customers can dial an extension number
while this announcement is playing.
1-4 The MERLIN Attendant
↓↓↓
CALL TRANSFER
Central
office
lines \
Central
office
lines \
MERLIN
Plus
System
control unit
(Release 1
or 2)
Receptionist
MERLIN Overflow
Attendant MERLIN Attendant is Immediate Call
Handler - Calls ring immediately
at the MERLIN Attendant. 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 1-1 Immediate and Backup Call Handling.
In the MERLIN Plus system, all calls handled by the MERLIN Attendant are
blind transfers. In a blind transfer, the MERLIN Plus system
control unit
monitors the call after the MERLIN Attendant transfers the caller to the route
or extension number dialed. If the extension number is invalid, the call is
transferred to the receptionist. If the call is unanswered after a specified
number of rings, the call returns to the MERLIN Attendant and the caller can
choose another route or extension, such as the receptionist.
NOTE:
To ensure service for all callers, the MERLIN Attendant must
automatically direct callers who do not enter a route or extension
number to the receptionist. If a caller hangs up during a transfer,
the MERLIN Attendant may transfer the call to the receptionist, who
will hear silence or a dial tone upon answering the call. The use of
telephone answering machines at destination extensions will
minimize this problem..
The MERLIN Attendant 1-5
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