AT&T MERLIN Plus Manual de usuario

AT&T

MERLIN

PIus

COMMUNICATIONS SYSTEM

MERLIN Attendant

User’s Guide

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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