AT&T
999-510-137
Issue 1, July 1990
™
MERLIN MAIL
VOICE MESSAGING SYSTEM
Installation and
Implementation Guide
for MERLIN® II
Communications System
Release 3
©1990 AT&T
All Rights Reserved
Printed in USA
Issue 1
July, 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.
MERLIN MAIL is a trademark of AT&T.
Phillips is a registered trademark of the Phillips Screw Company.
The MERLIN MAIL™ Voice Messaging System is not
intended for use with the MERLIN II Attendant.
FCC Notification and Repair Information
This equipment is registered with the Federal
Communications Commission (FCC) in accordance with
Part 68 of its rules. In compliance with those rules, you are
advised of the following:
Connection to the
telephone network shall be through a standard network
interface jack USOC RJ11C. These USOCs must be
ordered from your Telephone Company.
MEANS OF CONNECTION:
This equipment may not be used with party lines or
coin telephone lines.
NOTIFICATION TO THE TELEPHONE COMPANIES:
Before connecting this equipment, you or your equipment
supplier must notify your local telephone company’s
business office of the following:
●
The telephone numbers you will be using with this
equipment.
●
The appropriate registration number and ringer
equivalence number (REN) which can be found on the
back or bottom of the control unit.
You must also notify your local telephone company if and
when this equipment is permanently disconnected from
the line(s).
If you experience trouble because
your equipment is malfunctioning, the FCC requires that
the equipment not be used and that it be disconnected
from the network until the problem has been corrected.
Repairs to this equipment can only be made by the
manufacturers, their authorized agents, or by others who
may be authorized by the FCC. [In the event repairs are
needed on this equipment, please contact the
AT&T National Service Assistance Center (NSAC) at
1-800-628-2888.]
Repair Instructions:
If this
equipment causes harm to the telephone network, the local
telephone company may discontinue your service
temporarily. If possible, they will notify you in advance.
But if advance notice is not practical, you will be notified
as soon as possible. You will also be informed of your
right to file a complaint with the FCC.
Rights of the Local Telephone Company:
Your local telephone company may make changes in its
facilities, equipment, operations, or procedures that affect
the proper functioning of this equipment. If they do, you
will be notified in advance to give you an opportunity to
maintain uninterrupted telephone service.
INTERFERENCE INFORMATION NOTICE:
FCC Rules require that you be 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
and the MERLIN MAIL System Installation and
Implementation Guide, may cause interference to radio
comnunications.
●
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 the equipment is operated in a
commercial environment.
●
Operating this equipment in a residential area is likely
to cause interference, in which case the user, at his or
her own expense, will be required to do whatever is
necessary to correct the interference.
Contents
Chapter 1: Installation
Installing the MERLIN MAIL System
Hardware Requirements
Installing the MERLIN MAIL System Unit
Performing the Installation Acceptance Tests
Upgrading to a Four-Port Configuration
1-1
1-2
1-4
1-7
1-7
Chapter 2: Required Settings
Required Settings
Conventions
Hints and Shortcuts
Configuring the MERLIN II R3 System
Setting the MERLIN MAIL System Parameters
2-1
2-1
2-2
2-3
2-7
Chapter 3: System Greetings
Automated Attendant Greetings
Recording the Day and Night Greeting
3-1
3-1
Recording a Call Answer Greeting
3-3
Recording a Voice Mail Greeting
3-4
Chapter 4: Call Handling
Call Handling Methods
Selecting Immediate Call Handling
Selecting Delayed Call Handling
Selecting Fax Call Handling
Selecting After Hours Call Handling
4-1
4-1
4-6
4-10
4-11
Chapter 5: Automated Attendant Service
Providing Automated Attendant Service
Changing the Touch-Tone Gate Setting
Creating Announcements
Creating Submenus
Creating the Main Menu
5-1
5-1
5-2
5-4
5-6
Chapter 6: Call Answer Service
Providing Call Answer Service
Providing Button Coverage
Providing Group Coverage
Personal Coverage
6-1
6-1
6-3
6-4
Chapter 7: Post-lmplementation Steps
Programming Helpful Features
Programming Auto Dial Buttons
Programming a Delete Message Button
Programming a Return Message Button
Performing Acceptance Tests
Checking the Automated Attendant Service
Checking the Call Answer Service
7-1
7-1
7-2
7-3
7-4
7-4
7-7
Chapter 8: Troubleshooting
Troubleshooting
Glossary
Index
MERLIN MAIL System Menu Tree
8-1
List of Figures
Figure
1-1
1-2
1-3
1-4
Page
The MERLIN MAIL system (front view)
The MERLIN MAIL system basic configuration
The MERLIN MAIL system (back view)
The MERLIN MAIL system modem
1-1
1-3
1-5
1-6
Chapter 1: Installation
Installing the MERLIN MAIL System
Hardware Requirements
1-1
Environmental Considerations
1-2
1-4
Installing the MERLIN MAIL System Unit
1-4
Performing the Installation Acceptance Tests
1-7
Upgrading to a Four-Port Configuration
1-7
1-7
Installing the Voice Processing Card
Installing the MERLIN MAIL System
The MERLIN MAIL™ system is available in two-port and
four-port configurations. Each voice processing card has
two ports that connect to a Basic Telephone (012) Module
and appear as single line sets to the MERLIN® II R3
system.
Cover Screws
Reset Button
(disabled)
On/Off
Switch
FIGURE 1-1 The MERLIN MAIL system (front view).
Each model has four hours of message storage capacity.
The MERLIN MAIL system unit also has an RS-232-C
serial port to support remote maintenance.
Installing the MERLIN MAIL System
1-1
Hardware Requirements
The following equipment is required to install the
MERLIN MAIL system:
●
●
●
●
Processor
Must be a 517C7 module. If it is a 517B7, upgrade it
to a 517C7 module.
Feature Module
Must be a 517G6 Release 3 Feature Module.
Basic Telephone (012) Module
The 012 module used for connecting the
MERLIN MAIL system ports to the MERLIN II R3
system must be model 517C13.
Ring Generator
If the 012 module is in the basic carrier, the power
supply module in it must contain the ring generator
module. If the 012 module is in the expansion carrier,
then the ring generator must be in the expansion
carrrier’s power supply module.
Figure 1-2 shows the basic configuration for the
MERLIN MAIL system.
1-2
Installing the MERLIN MAIL System
CO Lines
ATL
Module
408
Power
Supply
with Ring
Generator
Basic
Telephone
(012) Module
517C13
D4BU
Cords
FAX
R3
Processor
517C7
with R3
Feature
Module
(517G6)
Modem
RS-232-C
D4BU
Cords
MERLIN MAIL
MERLIN II System
Display Console
MERLIN BIS10
(or ATL set)
FIGURE 1-2 The MERLIN MAIL system basic configuration.
Installing the MERLIN MAIL System
1-3
ENVIRONMENTAL
CONSIDERATIONS
Place the MERLIN MAIL system unit on a sturdy flat
surface, such as a desk or table, or sidemount it with the
vent side up for proper ventilation. The location must
meet the following conditions:
●
Dry, dustfree area (relative humidity < 90%), no
potential exposure to water or liquids (avoid areas
around drinking fountains, coffeemakers, etc.).
●
Temperature range: 40 °F to 104 °F.
Installing the MERLIN MAIL System Unit
To install the MERLIN MAIL system unit, follow the
instructions below:
1
Using a Phillips® head screwdriver, loosen the four
screws located on the right and left sides of the
MERLIN MAIL system unit.
The MERLIN MAIL system unit must
be unplugged before removing the cover.
Hazardous voltage inside. Risk of electric shock.
WARNING:
2
Remove the cover.
3
Remove the two spacers that hold the voice processing
cards in place during shipment, then replace the cover.
4
Connect two or four line cords into the appropriate
ports.
NOTE:
1-4
Line cords must connect to ports 1 and 2 in
two port configurations.
Installing the MERLIN MAIL System
All lights off = unit not functioning
Green on/Red off = Port ready
Green off/Red on = Port busy
115V/230V Switch
(Set to 115V)
Vent
(Do not block)
Modem
Connector
AC
Power In
Not
Used
Not
Used
FIGURE 1-3 The MERLIN MAIL system (back view).
5
Plug in the MERLIN MAIL system unit.
6
Power on the unit. (The on/off switch located on the
front of the unit on the lower right.)
7
Connect the other end of the line cords into station
jacks on the Basic Telephone (012) Module.
8
The modem (Remote Maintenance Device) comes
preset from the factory. Confirm that the switches,
located on the bottom of the modem, are set as follows:
1
2
3
4
5
on
off
off
on
off
6
7
8
9
10
on
off
on
off
off
Installing the MERLIN MAIL System
1-5
NOTE:
9
If you reset the switches, you must turn off
the modem and turn it back on before the new
settings go into effect.
Using the cable provided, connect the RS-232-C port
of the modem to the modem (COM1) port on the
MERLIN MAIL system.
Remote Maintenance Device
(Front view)
AC
outlet
Remote Maintenance Device
(Back view)
RS 232-C
(COM1 port)
Telephone
line port
On/off
switch
FIGURE 1-4 The MERLIN MAIL system modem.
1-6
10
Using a modular line cord, connect the modem’s
telephone line port to a station jack on the
Basic Telephone (012) Module.
11
Write the jack number on the label and affix the label
to the MERLIN MAIL system unit.
Installing the MERLIN MAIL System
Performing the Installation Acceptance Tests
After you connect the MERLIN MAIL system unit to the
MERLIN II R3 system, perform the following tests:
1
Place a call to each MERLIN MAIL system port. The
prerecorded greetings should play for each port.
2
Place a call to the port where the modem is connected.
You should hear the modem tone.
Upgrading to a Four-Port Configuration
Customers with two-port configurations may want to
upgrade to a four-port configuration for the following
reasons:
INSTALLING THE
VOICE PROCESSING
CARD
●
To add more lines.
●
To add more subscribers.
●
To add another service.
To upgrade the MERLIN MAIL system from a two-port to
a four-port configuration, follow the procedure below:
1
Turn off the MERLIN MAIL system unit. (The on/off
switch is located on the front of the unit on the
lower right.)
2
Unplug the power cord before removing the cover.
Make sure the MERLIN MAIL system
unit is unplugged before removing the cover.
Hazardous voltage inside. Risk of electric shock.
WARNING:
Installing the MERLIN MAIL System
1-7
3
Using a Phillips head screwdriver, loosen the four
screws located on the right and left sides of the
MERLIN MAIL system unit.
4
Remove the cover.
5
Remove the second slot bracket.
6
Verify that the following switch settings are set on the
voice processing card being installed:
Card 1
1
2
3
4
on
off
on
off
5
6
7
8
on
on
on
on
Card 2
1
2
3
4
1-8
off
off
on
off
5
6
7
8
on
on
off
off
7
Install the voice processing card.
8
Replace the slot bracket.
9
Replace the cover.
10
Replace the screws.
11
Plug in the MERLIN MAIL system unit.
12
Power on the MERLIN MAIL system unit.
13
Perform the Installation Acceptance Tests.
(See "Performing the Installation Acceptance Tests".)
Installing the MERLIN MAIL System
Chapter 2: Required Settings
Required Settings
2-1
Conventions
2-1
Hints and Shortcuts
2-2
Configuring the MERLIN II R3 System
2-3
2-3
2-4
2-5
2-6
2-6
2-7
Programming Speed Dial Access Buttons
Setting Modem for No Ring
Assigning Ports to AA/VMS
Assigning AA/VMS Ports to the Exclusion List
Selecting CO Dial Tone
Labeling the AA/VMS Ports
Setting the MERLIN MAIL System Parameters
Creating Mailboxes
Setting the Date and Time
Selecting Services
Permitting Transfers from Call Answer Ports
Assigning the System Administrator Position
Assigning the System Operator Position
Assigning a General Mailbox Owner
Specifying Maximum Digits in an Extension
Setting the Weekly Business Schedule
2-7
2-8
2-10
2-11
2-12
2-13
2-14
2-15
2-16
2-17
Required Settings
The administration procedures in this section are required
to ensure proper communication between the MERLIN II
R3 system and the MERLIN MAIL system.
Conventions
The following conventions are used throughout this guide:
[ MERMAIL ] means dial the MERLIN MAIL system
extension number.
[ Ext. ] means dial the appropriate extension number.
[ # ] means press the pound button. (This is frequently
used as a termination character, so that the
MERLIN MAIL system knows when you have entered an
entire extension number or password.)
[ Mailbox ] means dial the Mailbox number (which is usually
the same as the extension number) of a subscriber.
[ * ] means press the star button.
The prompts provided by the MERLIN MAIL system are
shown in this manner:
This is a response prompt.
Required Settings
2-1
Hints and Shortcuts
These hints and shortcuts can save you time when you are
administering the MERLIN MAIL system:
●
●
●
●
●
●
2-2
Required Settings
You do not have to wait for a prompt before
proceeding to the next step.
Dialing [ * ] [ # ] returns you to the previous menu.
Dialing [ * ] [ 7 ] returns you to the System
Administration Menu.
[ * ] [ * ] [ 9 ] exits immediately from the
MERLIN MAIL system. So does hanging up, except it
takes a little longer.
These templates are provided to help you with the
following administration procedures:
>
Adding Mailboxes.
>
Recording Announcements.
>
Changing Greetings.
>
Changing the Main Menu.
>
Changing Submenus.
>
Changing the Schedule.
When using speakerphone during administration, you
will get better sound quality if you lift the handset to
record names, greetings, and announcements.
Configuring the MERLIN II R3 System
Perform the following MERLIN II R3 system
administration from the MERLIN II R3 System Display
Console.
PROGRAMMING
SPEED DIAL ACCESS
BUTTONS
For more efficient access to the MERLIN MAIL system
features, program a button for Speed Dial Access on all
subscribers’ phones so that they do not have to dial the
pound sign (#) twice when using Voice Mail. You can
program the phones individually or use Centralized
Programming as shown below.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [
[ More ], [ Cntr-Prg ].
4
Press the Auto Intercom button of the station being
programmed.
More
],
The green light goes on.
5
Press [ Enter ].
6
Press an available programmable button.
NOTE:
To save programmable buttons, assign Speed
Dial Access to virtual buttons (#01 through
#24 for 10-button sets; #01 through #12 for
22-button sets). If you program an available
button on a phone, mark it with an "X" to
indicate that it should not be used.
8
[ * ] [ 2 ] [ 0 ] followed by any telephone number.
Press the button to confirm the selection.
9
Repeat steps 4 through 8 for each phone.
10
Press [ Conference ] to continue administration or leave
administration mode by sliding the T/P switch to the
center position.
7
Required Settings
2-3
SETTING MODEM
FOR NO RING
Use Centralized Programming to set the lines assigned to
the modem port to no ring.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
4
From the Administration Menu, press [ More ],
[ More ], [ Cntr-Prg ].
Press [ Enter ].
5
Press the Auto Intercom button for the modem port.
3
The green light goes on.
6
Press [ Enter ].
7
Press the line button to be programmed.
8
[ * ] [ 3 ] [ 4 ] [ 5 ] for no ring on all lines.
The red lights next to all line buttons go off.
9
2-4
Required Settings
Press [ Conference ] to continue administration or leave
administration mode by sliding the T/P switch to the
center position.
ASSIGNING PORTS
TO AA/VMS
Determine the ports on the MERLIN II R3 system which
are to be assigned to the MERLIN MAIL system. Assign
the appropriate ports (two or four) to AA/VMS.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [ Stations ].
4
From the Stations Menu, press [ More ], [ More ],
[ More ], [ AA/VMS ].
Press the Auto Intercom buttons of the ports you are
assigning for the MERLIN MAIL system.
5
Green light on = port assigned to AA/VMS
Green light off = port not assigned to AA/VMS
6
Press [ Conference ] to continue administration or leave
administration mode by sliding the T/P switch to the
center position.
Required Settings
2-5
ASSIGNING AA/VMS
PORTS TO THE
EXCLUSION LIST
The AA/VMS ports must be assigned to the exclusion list
if the MERLIN II R3 system is set up for Night Service
with Outward Restriction. Follow the procedure below to
administer the AA/VMS ports to the exclusion list.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [
4
From the Night Menu, press [
5
Press the Auto Intercom buttons of the
MERLIN MAIL system ports.
Exclude
More
], [ Night ].
].
Green light on = outward restricted
Green light off = excluded from outward restriction
6
SELECTING CO
DIAL TONE
Press [ Conference ] to continue administration or leave
administration mode by sliding the T/P switch to the
center position.
Follow this procedure to change the MERLIN II R3
system from intercom to CO (Central Office) dial tone.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
2-6
Required Settings
3
From the Administration Menu, press [
4
From the Options Menu, press [ More ], [ More ],
[ More ], [ ICMdial ].
5
Press [ Externl ].
6
Press [ Conference ] to continue administration or leave
administration mode by sliding the T/P switch to the
center position.
More
], [ Options ].
LABELING THE
AA/VMS PORTS
Follow the procedure below to label the MERLIN MAIL
system ports so that display phones can easily identify
calls from the MERLIN MAIL system.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
4
From the Administration Menu, press [
[ More ], [ Label ].
From the Label Menu, press [ Stations ].
5
Press the Auto Intercom button for an AA/VMS port.
3
More
],
The green light goes on.
6
Press [ Enter ].
7
Enter the label, "MERMAIL."
8
Press [ Next ] and repeat steps 5 and 7 until labels are
entered for each port.
9
Press [ Enter ].
10
Press [ Conference ] to continue administration or leave
administration mode by sliding the T/P switch to the
center position.
Setting the MERLIN MAIL System Parameters
There are a few settings required for the MERLIN MAIL
system that are independent of the services being used.
The date and time needs to be set, Mailboxes assigned,
and services selected. These and other system parameters
are essential for proper operation.
Required Settings
2-7
Using single line sets to perform
administration while on site may cause you to activate
or deactivate MERLIN II R3 system features
inadvertently. It is strongly recommended that only
ATL phones be used when administering the MERLIN
MAIL system locally. This is not a problem when
administering the MERLIN MAIL system remotely.
CAUTION:
The factory setting for the System Administrator’s
extension is 9997 and the password is 1234. To prevent
unauthorized administration of the MERLIN MAIL
system, these factory settings should be changed.
(See "Assigning the System Administrator Position.")
CREATING
MAlLBOXES
Follow Form A: Voice Mail Assignment to create up to
100 Mailboxes (due to traffic limitations a maximum of 40
Mailboxes is recommended). Follow the procedure below
to create Mailboxes for each subscriber.
1
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
System Administrator’s [
Ext.
] followed by [ # ].
4
System Administrator’s [
Password
] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 4 ] for Mailbox Administration.
The Mailbox Administration Menu plays.
7
[ 4 ] to create a Mailbox.
8
Enter the [ Ext. ] of the person being assigned the
Mailbox, followed by [ # ].
The prompt will confirm if the Mailbox already exists.
2-8
Required Settings
9
Enter the Class of Service (COS) assigned to
this Mailbox.
Class of Service (COS) Key
Class
Mins
Transfer Type
1
2
3
4
5
6
7
10
5
10
15
5
10
15
15
Unsupervised
Unsupervised
Unsupervised
Supervised
Supervised
Supervised
No Transfer
Using the "Letter Key," enter the first ten letters of the
subscriber’s last name followed by [ # ].
Letter Key
A
B
C
D
E
F
G
H
I
J
K
L
M
=
=
=
=
=
=
=
=
=
=
=
=
=
21
22
23
31
32
33
41
42
43
51
52
53
61
N
O
P
Q
R
S
T
U
V
W
X
Y
Z
=
=
=
=
=
=
=
=
=
=
=
=
=
62
63
71
74
72
73
81
82
83
91
92
93
94
The letters entered are confirmed.
11
12
Choose the appropriate option:
>
[ 9 ] for Yes to approve the name.
>
[ 6 ] for No to disapprove the name. Go to step 10.
When prompted, record the subscriber’s name.
The Message Recording Menu plays.
13
Choose an option or skip to step 14:
Required Settings
2-9
14
15
SETTING THE DATE
AND TIME
>
[ 2 ] [ 3 ] to rewind and play back the name.
>
[ 2 ] [ 1 ] to rerecord the name.
>
[ * ] [ D ] to delete the name.
Record the name again.
[ * ] [ # ] to approve the name.
The Mailbox Administration Menu plays.
Repeat steps 8 through 14 for each subscriber.
Synchronize the time and date set on the MERLIN MAIL
system with the MERLIN II R3 system. Use two digits for
month (01 through 12), day (01 through 31), year
(00 through 99), hour (01 through 23) and minutes
(00 through 59).
1
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
3
System Administrator's [
Ext.
4
System Administrator's [
Password
The Voice Mail greeting plays.
] followed by [ # ].
] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 2 ] to administer the Schedule.
7
[ 1 ] to enter the current date and time.
The current setting plays.
8
Enter the month (mm), day (dd), and year (yy).
9
Enter the hour (hh) and minutes (mm).
NOTE:
If prompted, [ 1 ] for a.m. or [ 2 ] for p.m.
The new date and time are confirmed.
2-10
Required Settings
SELECTING
SERVICES
Follow Form B: System Parameters to specify the
MERLIN MAIL system port assignments for
Automated Attendant Service and Call Answer Service.
1
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
3
System Administrator’s [
Ext.
System Administrator’s [
Password
4
The Voice Mail greeting plays.
] followed by [ # ].
] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 1 ] to administer System Parameters.
The System Parameters Menu plays.
7
[ 2 ] for Port Allocation.
The current configuration is confirmed.
8
Choose the appropriate option:
>
[ 1 ] all ports assigned for Automated Attendant
Service (factory setting).
>
[ 2 ] all ports assigned for Call Answer Service.
>
[ 3 ] for split assignment—both Services
(four port only).
>
Ports 1 and 2 for Automated Attendant
Service.
>
Ports 3 and 4 for Call Answer Service.
Required Settings
2-11
PERMITTING
TRANSFERS FROM
CALL ANSWER
PORTS
If Call Answer Service is being used, you can permit
callers to dial 0 for assistance or enter another extension
number after they are connected to a Call Answer port.
Refer to Form B: System Parameters to see if transfers are
permitted from Call Answer ports (the factory setting
disallows transfers).
NOTE:
1
Transfers are not permitted when Button
Coverage is selected as the Call Answer
Coverage Scheme.
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
System Administrator’s [ Ext. ] followed by [ # ].
4
System Administrator’s [ Password ] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 1 ] to administer System Parameters.
The System Parameters Menu plays.
2-12
Required Settings
7
[ 9 ] to administer Transfers from a Call Answer Port.
8
Choose the appropriate option:
>
[ 9 ] for Yes to permit transfers from a
Call Answer port.
>
[ 6 ] for No to disallow transfers from a
Call Answer port.
ASSIGNING THE
SYSTEM
ADMINISTRATOR
POSITION
Follow Form B: System Parameters to identify the
extension of the System Administrator. The factory
setting for this Mailbox is 9997, with password 1234.
If the customer is not using this setting, you must
create a Mailbox for the new extension before you
change the assignment.
NOTE:
1
If the System Administrator changes the
password and forgets it, or a new System
Administrator does not know the password set by
his or her predecessor, only NSAC/NTSC
personnel can reset the password to 1234 after
obtaining proper authorization from the customer.
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
System Administrator’s [ Ext. ] followed by [ # ].
4
System Administrator’s [ Password ] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 1 ] to administer System Parameters.
The System Parameter Menu plays.
7
[ 7 ] to reassign the System Administrator position.
The current extension plays.
8
System Administrator’s [ Ext. ] followed by [ # ].
The new System Administrator’s Mailbox is confirmed.
Required Settings
2-13
ASSIGNING THE
SYSTEM OPERATOR
POSITION
Follow Form B: System Parameters to identify the
extension of the System Operator. Use the factory setting
760 unless it has been reassigned through flexible
numbering. If the dial plan already use 760, assign an
extension that is not in the dial plan so that calls
transferred from the MERLIN MAIL system appear on a
line button and not on the System Operator’s intercom
button. Follow the procedure below to reassign the
System Operator position.
NOTE:
Extension 760 should not be assigned a Mailbox.
1
[ MERMAIL ] (the MERLIN MAIL system extension).
2
[ * ] [ 7 ] to enter Voice Mail.
The MERLIN MAIL system greeting plays.
The Voice Mail greeting plays.
3
System Administrator’s [ Ext. ] followed by [ # ].
4
System Administrator’s [ Password ] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 1 ] to administer System Parameters.
The System Parameter Menu plays.
7
[ 5 ] to administer the System Operator position.
The current extension plays.
8
System Operator’s [ Ext. ] followed by [ # ].
The new extension is confirmed.
2-14
Required Settings
ASSIGNING A
GENERAL MAILBOX
OWNER
Follow Form B: System Parameters to identify the
extension of the General Mailbox Owner (usually the
System Operator performs this function). The factory
setting for this Mailbox is station 10, and the Mailbox
number is 9999, with password 1234.
NOTE:
To change the password of the General Mailbox,
log in to the Voice Mail Service as extension
9999, then see "Changing Your Password" in the
MERLIN MAIL System Quick Reference Card to
assign a new password.
To assign this Mailbox to a station other than 10, follow
the instructions below:
1
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
System Administrator’s [
4
System Administrator’s [
Ext.
] followed by [ # ].
Password
] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
6
[ 6 ] to administer the General Mailbox.
The System Administration Menu plays.
The current extension plays.
7
General Mailbox Owner’s [ Ext. ] followed by [ # ].
The new General Mailbox Owner's extension is confirmed.
Required Settings
2-15
SPECIFYING
MAXIMUM DIGITS IN
AN EXTENSION
Follow Form B: System Parameters to specify the
maximum number of digits in an extension
(2 is the factory setting). When this number is set, the
MERLIN MAIL system recognizes when a caller has
completed dialing so calls can be processed quickly.
1
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
System Administrator’s [ Ext. ] followed by [ # ].
4
System Administrator’s [ Password ] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 1 ] to administer System Parameters.
The System Parameters Menu plays.
7
[ 8 ] to specify the maximum length of an extension.
The current setting plays.
8
Enter the number of digits (2 through 4).
The new maximum number of digits is confirmed.
2-16
Required Settings
SETTING THE
WEEKLY BUSINESS
SCHEDULE
The factory setting for business hours is 8:00 a.m. to
5:00 p.m., Monday through Friday. When using
Automated Attendant for After Hours Call Handling only,
set all the days to closed. Follow Form B: System
Parameters to identify the hours the company is open for
business and when it is closed.
1
2
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
System Administrator’s [ Ext. ] followed by [ # ].
4
System Administrator’s [
Password
] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 2 ] for administering the Schedule.
The Schedule Menu plays.
7
[ 2 ] to administer the Weekly Business Schedule.
Required Settings
2-17
8
9
Select the day you want to program. If you are
programming the same hours for several days, use [ 9 ]
to set the same schedule for all days, then change it for
the one or two days that aren’t on the same schedule.
>
[ 1 ] for Sunday.
>
[ 2 ] for Monday.
>
[ 3 ] for Tuesday.
>
[ 4 ] for Wednesday.
>
>
[ 5 ] for Thursday.
[ 6 ] for Friday.
>
[ 7 ] for Saturday.
>
[ 9 ] for all days.
>
[ # ] for next day. (Use when changing days in
sequential order.)
Specify if the business is opened or closed:
>
[ 1 ] for open. Go to step 10.
>
[ 2 ] for closed. To change another day,
go to step 8.
The prompt says, "The business will be closed."
10
Enter the opening time (hhmm).
If prompted, [ 1 ] for a.m. or [ 2 ] for p.m.
Enter the closing time (hhmm).
NOTE:
11
If prompted, [ 1 ] for a.m. or [ 2 ] for p.m.
If the closing time is earlier than the opening
time, you must reenter the closing time.
To change another day, go to step 8, or [ * ] [ # ] to
approve the schedule.
NOTE:
12
2-18
Required Settings
Chapter 3: System Greetings
Automated Attendant Greetings
Recording the Day and Night Greeting
3-1
3-1
Recording a Call Answer Greeting
3-3
Recording a Voice Mail Greeting
3-4
Automated Attendant Greetings
If applicable, use the procedures that follow to record the
Day Greeting that plays when the company is open and,
the Night Greeting that plays when the company is closed.
If Form D: Automated Attendant Setting indicates that the
Touch-Tone Gate is on, the greeting must ask callers to
dial [ 1 ] before the Main Menu plays. (Calls from rotary
phones are transferred to the System Operator, General
Mailbox, or are disconnected depending on the
Dial 0/Timeout Option.)
Recording the Day and Night Greeting
Follow Form C: System Greetings to record the
Day and/or Night Greeting.
1
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail
The Voice Mail greeting plays.
3
System Administrator’s [
4
System Administrator’s [ Password ] followed by [ # ].
Ext.
] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 7 ] for System Greeting.
The System Greeting Menu plays.
7
[ 3 ] for the Automated Attendant Greeting.
The Automated Attendant Greeting Menu plays.
Automated Attendant Greetings
3-1
8
>
[ 1 ] for the Day Greeting.
>
[ 2 ] or the Night Greeting.
10
[ 1 ] to record the greeting.
Record the greeting (up to ten seconds).
11
[ 1 ] after recording the greeting.
12
Select one of the following options or go to step 13:
9
13
3-2
Choose the appropriate option:
>
[ 2 ] [ 1 ] to rerecord the greeting.
>
[ 2 ] [ 3 ] to rewind and play back the greeting.
>
[ * ] [ D ] to delete the greeting.
[ * ] [ # ] to approve the greeting.
Automated Attendant Greetings
Recording a Call Answer Greeting
Follow Form C: System Greetings to record the
Call Answer Greeting.
1
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
System Administrator’s [
Ext.
] followed by [ # ].
4
System Administrator’s [
Password
] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 7 ] for System Greeting.
The System Greeting Menu plays.
7
[ 2 ] for Call Answer Greeting.
The Call Answer Greeting Menu plays.
8
[ 1 ] to record a greeting.
The prompt says, "Record at the tone."
9
Record the greeting (up to two minutes).
10
[ 1 ] after recording the greeting.
11
Select an option or go to step 12:
12
>
[ 2 ] [ 3 ] to rewind and play back the greeting.
>
[ 2 ] [ 1 ] to rerecord the greeting.
>
[ * ] [ D ] to delete the greeting.
[ * ] [ # ] to approve the greeting.
Recording a Call Answer Greeting
3-3
Recording a Voice Mail Greeting
Follow Form C: System Greetings to record a
Voice Mail Greeting.
1
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
System Administrator’s [ Ext. ] followed by [ # ].
4
System Administrator’s [ Password ] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 7 ] for System Greeting.
The System Greeting Menu plays.
7
[ 1 ] for Voice Mail.
The Voice Mail Greeting Menu plays.
8
[ 1 ] to record the greeting.
9
Record the greeting (up to two minutes).
The prompt says, "Record at the tone."
10
[ 1 ] after recording the greeting.
11
Choose an option or go to step 12:
12
3-4
>
[ 2 ] [ 1 ] to rerecord the greeting.
>
[ 2 ] [ 3 ] to rewind and play back the greeting.
>
[ * ] [ D ] to delete the greeting and use the
current greeting.
[ * ] [ # ] to approve the greeting.
Recording a Voice Mail Greeting
Chapter 4: Call Handling
Call Handling Methods
Selecting Immediate Call Handling
Creating Call Distribution Groups (CDG)
Setting Delayed Ring for Operator
Setting Lines to No Ring for AA Ports
Setting No Ring for Other Stations
Setting Immediate Answer
Selecting Delayed Call Handling
Creating Call Distribution Groups (CDG)
Setting Immediate Ring for Operator
Setting No Ring for AA Ports
Setting No Ring for Other Stations
Setting Delayed Answer
Selecting Fax Call Handling
Assigning Fax Stations to CDG
Identifying Fax Stations
Selecting After Hours Call Handling
Accepting Fax Calls Only
Selecting Night Service Only
4-1
4-1
4-1
4-2
4-3
4-4
4-5
4-6
4-6
4-7
4-7
4-8
4-9
4-10
4-10
4-10
4-11
4-11
4-14
Call Handling Methods
The Automated Attendant (AA) Service can answer calls
immediately (primary) or after a delay (secondary).
In addition, it can direct fax calls automatically to fax
machines and route after-hours calls to the appropriate
person, department, or announcement.
Refer to "Selecting Immediate Call Handling" if the
Automated Attendant Service will answer calls
immediately. Skip to "Selecting Delayed Call Handling"
if the Automated Attendant Service is acting as a backup
to a primary call handler.
Selecting Immediate Call Handling
If a company wants some or all of its lines answered
immediately by the Automated Attendant Service, use the
procedures below to select Immediate Call Handling.
CREATING CALL
DISTRIBUTION
GROUPS (CDG)
Follow Form D: Automated Attendant Settings to assign
the AA ports to a Call Distribution Group.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [
4
From the Stations Menu, press [ More ], [ GrpCall ].
5
Dial the CDG number (870 through 875), then
press [ Enter ].
6
Press the Auto Intercom button of the AA ports.
Stations
].
Green light on = port assigned to CDG
Green light off = port not assigned to CDG
Call Handling Methods
4-1
7
Press the line or line pool buttons associated with AA.
Green light on = line assigned to CDG
Green light off = line not assigned to CDG
8
SETTING DELAYED
RING FOR
OPERATOR
Press [ Conference ] to continue administration or to
leave administration mode slide the T/P switch to the
center position.
Use Centralized Programming to set the lines assigned to
the Automated Attendant Service for delayed ring at the
System Operator’s position.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [
[ More ], [ Cntr-Prg ].
4
Press the Auto Intercom button of the station to
be programmed.
5
Press [ Enter ].
6
Press the line or line pool button.
7
Choose the appropriate option:
>
More
],
[ * ] [ 3 ] [ 6 ] for delayed ring on the line or line pool
that is also assigned to the Automated Attendant
Service.
The red light next to the line button flashes.
>
[ * ] [ 3 ] [ 4 ] [ 6 ] for delayed ring on all lines if all
the lines appearing on this station are also assigned
to the Automated Attendant Service.
The red lights next to all line buttons flash.
8
4-2
Call Handling Methods
Press [ Conference ] to continue administration or to
leave administration slide the T/P switch to the
center position.
SETTING LINES
TO NO RING FOR
AA PORTS
Use Centralized Programming to set lines answered by the
Automated Attendant Service to no ring at the AA ports.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [ More ],
[ More ], [ Cntr-Prg ].
4
Press [ Enter ].
5
Press the Auto Intercom button for an AA port.
The green light goes on.
6
Press [ Enter ].
7
Press a line button to be programmed.
8
[ * ] [ 3 ] [ 4 ] [ 5 ] for no ring on all lines assigned to
the AA port.
The red lights next to all line buttons go off.
9
Repeat this procedure for each Automated Attendant
port.
10
Press [ Conference ] to continue administration or to
leave administration slide the T/P switch to the
center position.
Call Handling Methods
4-3
SETTING NO
RING FOR
OTHER STATIONS
If the lines covered by the Automated Attendant Service
appear at any other station, use Centralized Programming
to set them for no ring.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
4
From the Administration Menu, press [ More ],
[ More ], [ Cntr-Prg ].
Press the Auto Intercom button of the station to
be programmed.
5
Press [ Enter ].
6
Press the line or line pool button.
7
Choose the appropriate option:
>
[ * ] [ 3 ] [ 5 ] for no ring on a line or line pool
answered by the Automated Attendant Service.
The red light next to the line button goes off.
>
[ * ] [ 3 ] [ 4 ] [ 5 ] for no ring on all lines if all lines
that appear on this station are answered by the
Automated Attendant Service.
The red lights next to all line buttons go off.
4-4
8
Repeat this procedure for each station.
9
Press [ Conference ] to continue administration or to
leave administration slide the T/P switch to the
center position.
Call Handling Methods
SETTING IMMEDIATE
ANSWER
Follow the procedure only if you are changing Automated
Attendant Service from delayed answer to immediate
answer. If you are performing the initial installation, do
not use this procedure since immediate answer is the
factory setting.
NOTE:
1
Since this selection sets all ports to immediate
answer, you must reset the Call Answer ports if
they should be set for delayed answer.
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
System Administrator’s [
4
System Administrator’s [ Password ] followed by [ # ].
Ext.
] followed by [ # ].
Your name plays, followed by the Voice Mail Activity Menu.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 1 ] to administer System Parameters.
The System Parameter Menu plays.
7
8
[ 3 ] for Immediate Answer.
[ 4 ] for Immediate Answer on all ports.
The Immediate Answer setting is confirmed.
Call Handling Methods
4-5
Selecting Delayed Call Handling
With Delayed Call Handling, the Automated Attendant
Service acts as a backup to the primary call handler,
usually a receptionist, when he or she does not answer
calls within four rings.
CREATING CALL
DISTRIBUTION
GROUPS (CDG)
Follow Form D: Automated Attendant Settings to assign
the AA ports to a Call Distribution Group.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [
4
From the Stations Menu, press [ More ], [ GrpCall ].
5
Dial the CDG number (870 through 875), then
press [ Enter ].
6
Press the Auto Intercom button for each of the
AA ports.
Stations
].
Green light on = port assigned to CDG
Green light off = port not assigned to CDG
7
Press each line button assigned to the Automated
Attendant Service.
Green light on = line in CDG
Green light off = line not in CDG
8
4-6
Call Handling Methods
Press [ Conference ] to continue administration or
to leave administration slide the T/P switch to the
center position.
SETTING IMMEDIATE
RING FOR
OPERATOR
At the System Operator’s phone, program the lines
covered by the Automated Attendant Service for
immediate ring.
1
Press a line or line pool button.
2
Choose the appropriate option:
>
[ * ] [ 3 ] [ 7 ] for immediate ring on one line or
line pool.
The red light next to the line button goes on steady.
>
[ * ] [ 3 ] [ 4 ] [ 7 ] for immediate ring on all lines
if all lines are covered by the Automated
Attendant Service.
The red lights next to the line buttons go on steady.
SETTING NO RING
FOR AA PORTS
For the lines answered by the AA ports, use Centralized
Programming to set them for no ring.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears
3
From the Administration Menu, press [
[ More ], [ Cntr-Prg ].
4
Press the Auto Intercom button of the AA port.
5
Press [ Enter ].
6
Press the line or line pool button.
7
[ * ] [ 3 ] [ 4 ] [ 5 ] for no ring on all lines answered by the
Automated Attendant Service.
More
],
The red lights next to all line buttons go off.
Call Handling Methods
4-7
SETTING NO RING
FOR OTHER
STATIONS
8
Repeat this procedure for each AA port.
9
Press [ Conference ] to continue administration or to leave
administration slide the T/P switch to the center
position.
If the lines covered by the Automated Attendant Service
also appear at any other station, use Centralized
Programming to set them for no ring.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [
[ More ], [ Cntr-Prg ].
4
Press the Auto Intercom button of the station to
be programmed.
5
Press [ Enter ].
6
Press the line or line pool button.
7
Choose the appropriate option:
>
More
],
[ * ] [ 3 ] [ 5 ] for no ring on each line or line pool
that is answered by the Automated Attendant
Service.
The red light next to the line button goes off.
>
[ * ] [ 3 ] [ 4 ] [ 5 ] for no ring on all lines if all lines
assigned to this station are answered by the
Automated Attendant Service.
The red lights next to all line buttons go off.
4-8
8
Repeat this procedure for each station.
9
Press [ Conference ] to continue administration or
to leave administration slide the T/P switch to the
center position.
Call Handling Methods
SETTING DELAYED
ANSWER
Follow Form D: Automated Attendant Settings to set the
Automated Attendant Service for delayed call handling.
1
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
System Administrator’s [ Ext. ] followed by [ # ].
4
System Administrator’s [ Password ] followed by [ # ].
Your name plays, followed by the Voice Mail Activity Menu.
5
6
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
[ 1 ] to administer System Parameters.
The System Parameter Menu plays.
7
[ 3 ] for Delayed Answer.
8
[ 2 ] for Delayed Answer on AA ports only.
The Delayed Answer setting is confirmed.
Call Handling Methods
4-9
Selecting Fax Call Handling
If requested on Form D: Automated Attendant Settings,
administer the MERLIN MAIL system to distinguish fax
calls from regular voice calls in order to transfer fax calls
immediately to a fax machine. Fax Call Handling can be
combined only with Immediate Call Handling.
NOTE:
ASSIGNING FAX
STATIONS TO CDG
When Fax Call Handling is selected, the
Touch-Tone Gate is automatically activated.
Perform this procedure to assign fax machines to a CDG
only if the customer has more than one fax machine.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [ Stations ].
4
From the Stations Menu, press [
5
Enter the CDG number (870 through 875), then
press [ Enter ].
6
Press the Auto Intercom button of each fax station.
More
], [ GrpCall ].
Green light on = station is in CDG
Green light off = station is not in CDG
7
IDENTIFYING FAX
STATIONS
Press [ Conference ] to continue administration or
to leave administration slide the T/P switch to the
center position.
Specify the fax extension where the Automated Attendant
Service will transfer fax calls.
1
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
4-10
Call Handling Methods
3
System Administrator’s [ Ext. ] followed by [ # ].
4
System Administrator’s [ Password ] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 1 ] to administer System Parameters.
The System Parameter Menu plays.
7
[ 4 ] to administer the fax extension.
The current fax extension plays.
8
Enter the fax extension or CDG number followed
by [ # ].
NOTE:
To deactivate fax call handling, enter [ 0 ]
instead of an extension or CDG number.
The new fax extension is confirmed.
Selecting After Hours Call Handling
There are several options available to use the Automated
Attendant Service after hours. Two of the options, fax
calls only and Night Service Only, require additional
MERLIN II R3 system administration as shown below.
ACCEPTING FAX
CALLS ONLY
With this arrangement, only fax calls are accepted when
the business is closed. Assign the AA ports to all Night
Service groups. Follow Form C: System Greetings to
record the Night Greeting and follow Form F: Automated
Attendant Night Main Menu to delete Selector Codes 1
through 4 and to set the Night Dial 0/Timeout Option to
disconnect.
Call Handling Methods
4-11
Assigning AA Ports
to Night Service
Groups
Follow this procedure to add the AA ports to all Night
Service Groups.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [ More ], [ Night ].
4
From the Night Menu, press [ Group ].
5
Dial the attendant’s intercom number.
6
Press [ Enter ].
Green lights flash at all attendant positions.
If there is more than one attendant, assign the
AA ports to all Night Service groups.
Press the Auto Intercom buttons for all the AA ports.
NOTE:
7
Green light on = port assigned to Night Service group
Green light off = port not assigned to Night Service group
Selecting Night
Service with
Time Set
8
To administer other groups, press [
steps 6 and 7.
9
Press [ Conference ] to continue administration or leave
administration mode by sliding the T/P switch to the
center position.
] and repeat
Follow the procedure below only if Night Service is
invoked by the MERLIN II R3 system through Night
Service with Time Set. Be sure the MERLIN II R3 system
clock is set for the current time and date.
NOTE:
4-12
Group
Call Handling Methods
Night Service can also be invoked manually by
pressing a Night Service button at an attendant
console.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [ More ], [ Night ].
4
From Night Menu, press [
5
Dial "on" day number (0 through 6, Sunday=0).
6
Dial "on" time (24-hour time).
7
Press [ Enter ].
8
Press [ Stop ].
9
Dial "off" day number (0 through 6, Sunday=6).
10
11
Dial "off" time (24-hour time).
Press [ Enter ].
12
Repeat steps 8 through 13 for each day.
13
To turn Night Service on or off, from the Night Menu
press [ More ], [ DayofWk ].
14
Perform the appropriate action:
15
More
], [ Start ].
>
To turn on timer-controlled Night Service, dial
the current day number (0 through 6, Sunday=0)
followed by [ Enter ].
>
To turn off timer-controlled Night Service,
[ 9 ], then [ Enter ].
Press [ Conference ] to continue administration or
to leave administration slide the T/P switch to the
center position.
Call Handling Methods
4-13
SELECTING NIGHT
SERVICE ONLY
In this case, Automated Attendant Service answers calls
only after business hours. Follow Form C: System
Greetings to record the Night Greeting and create the
Night Main Menu using Form F: Automated Attendant
Night Main Menu.
Assigning AA Ports
to Night Service
Groups
Follow the procedures below to assign the AA ports to a
Night Service group.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [ More ], [ Night ].
4
From the Night Menu, press [ Group ].
5
Dial the attendant’s intercom number.
6
Press [ Enter ].
Green lights flash at all attendant positions.
If there is more than one attendant, assign the
AA ports to all Night Service groups.
Press the Auto Intercom buttons for all the AA ports.
NOTE:
7
Green light on = port assigned to Night Service group
Green light off = port not assigned to Night Service group
4-14
8
To administer other groups, press [
steps 6 and 7.
9
Press [ Conference ] to continue administration or leave
administration mode by sliding the T/P switch to the
center position.
Call Handling Methods
Group
] and repeat
Selecting Night
Service with
Time Set
Follow the procedure below only if Night Service is
invoked by the MERLIN II R3 system through Night
Service with Time Set. Be sure the MERLIN II R3 system
clock is set for the current time and date.
NOTE:
Night Service can also be invoked manually by
programming a Night Service button at an
attendant console.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [ More ], [ Night ].
4
From Night Menu, press [
5
Dial "on" day number (0 through 6, Sunday=0).
6
Dial "on" time (24-hour time).
7
Press [ Enter ].
8
Press [ Stop ].
9
Dial "off" day number (0 through 6, Sunday=6).
10
Dial "off" time (24-hour time).
11
Press [ Enter ].
12
Repeat steps 8 through 13 for each day.
13
To turn Night Service on or off, from the Night Menu
press [ More ], [ DayofWk ].
More
], [ Start ].
Call Handling Methods
4-15
14
15
4-16
Call Handling Methods
Perform the appropriate action:
>
To turn on timer-controlled Night Service, dial the
current day number (0 through 6, Sunday=0)
followed by [ Enter ].
>
To turn off timer-controlled Night Service,
[ 9 ], then [ Enter ].
Press [ Conference ] to continue administration or
to leave administration slide the T/P switch to the
center position.
Chapter 5: Automated Attendant Service
Providing Automated Attendant Service
5-1
Changing the Touch-Tone Gate Setting
5-1
Creating Announcements
5-2
Creating Submenus
5-4
Creating the Main Menu
5-6
Providing Automated Attendant Service
Although it’s easier for planning purposes to write the
Day and Night Main Menus before submenus and
announcements, when you administer the MERLIN MAIL
system, create submenus and announcements first. To
help you remember this, reorganize the Automated
Attendant Forms as follows:
●
Form H: Automated Attendant Announcements
●
Form G: Automated Attendant Submenus
●
Form F: Automated Attendant Night Main Menu
●
Form E: Automated Attendant Day Main Menu
Changing the Touch-Tone Gate Setting
Follow Form D: Automated Attendant Settings to
determine the Touch-Tone Gate setting. When the
Touch-Tone Gate is on, the greeting must instruct callers
to press [ 1 ] before the Main Menu plays. If a caller does
not press [ 1 ], the call is transferred for assistance.
NOTE:
The Touch-Tone Gate is automatically on
when Fax Call Handling is selected and
cannot be turned off.
When the Touch-Tone Gate is off, the greeting and the
Main Menu play before rotary callers, who cannot use the
MERLIN MAIL system, are transferred for assistance.
To change the current setting of the Touch-Tone Gate,
follow the procedure below.
1
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
Providing Automated Attendant Service
5-1
3
Your [ Ext. ] followed by [ # ].
4
Your [ Password ] followed by [ # ].
Your name plays, followed by the Voice Mail Activity Menu.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 3 ] for Automated Attendant.
The Automated Attendant Administration Menu plays.
7
[ 5 ] for Touch-Tone Gate.
The current setting plays.
8
Choose the appropriate option:
>
[ 9 ] to turn on the Touch-Tone Gate.
>
[ 6 ] to turn off the Touch-Tone Gate.
Creating Announcements
Up to 99 announcements can be recorded to play to callers
who choose the corresponding Selector Code from the
Main Menu or a submenu. Follow Form H: Automated
Attendant Announcements to create an announcement.
Announcements must be created before you administer the
Selector Code to transfer to the announcement.
1
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
System Administrator’s [
4
System Administrator’s [ Password ] followed by [ # ].
Ext.
] followed by [ # ].
The Voice Mail Activity Menu plays.
5-2
Providing Automated Attendant Service
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
7
8
9
[ 3 ] for Automated Attendant.
[ 4 ] to administer an announcement.
[ 7 ] to record an announcement.
Enter the announcement number (01 through 99)
followed by [ # ].
You will be prompted to confirm the announcement number.
10
Choose the appropriate option:
>
[ 9 ] for Yes to continue.
>
[ 6 ] for No to cancel.
11
Record the announcement.
12
[ 1 ] after recording the announcement.
13
Choose an option or go to step 14:
14
>
[ 2 ] [ 1 ] to rerecord the announcement.
>
[ 2 ] [ 3 ] to rewind and play back the
announcement.
>
[ * ] [ D ] to delete the announcement.
[ * ] [ # ] to approve the announcement.
Providing Automated Attendant Service
5-3
Creating Submenus
You can create up to 99 submenus, although more than
two levels of menus can confuse callers. If you are
creating more than one submenu, create the lowest level
submenu first. Follow Form G: Automated Attendant
Submenus to specify the submenu number, the Selector
Codes, the type of transfer, and record the entire
submenu script.
1
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
4
System Administrator’s [
Ext.
] followed by [ # ].
System Administrator’s [ Password ] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 3 ] for Automated Attendant.
The Automated Attendant Menu plays.
7
[ 3 ] to administer the submenu.
The Menu Definition Options play.
8
[ 4 ] to create a submenu.
9
Enter the submenu number (01 through 99) followed
by [ # ].
10
Enter the Selector Code ( [ 1 ] through [ 9 ]).
11
Enter the transfer type.
1
2
3
5-4
=
=
=
Transfer to a specified extension
Transfer to a submenu
Transfer to an announcement
Providing Automated Attendant Service
12
Enter the extension, submenu, or announcement
number where calls will be transferred, followed by #.
The Selector Code, transfer type, and number are confirmed.
13
Repeat steps 10 and 12 for each Selector Code.
When finished, go to step 14.
14
[ * ] [ # ] to approve.
The prompt asks you to record the submenu script,
"Record at the tone."
15
Record the submenu script.
16
[ 1 ] after recording the submenu script.
The Message Recording Menu plays.
17
18
Choose an option or go to step 18:
>
[ 2 ] [ 1 ] to rerecord the submenu.
>
[ 2 ] [ 3 ] to rewind and play back the submenu.
>
[ * ] [ D ] to delete the submenu.
[ * ] [ # ] to approve the submenu.
The prompt says, "Menu saved."
Providing Automated Attendant Service
5-5
Creating the Main Menu
Create the Day Main Menu following Form E: Automated
Attendant Day Main Menu, and/or the Night Main Menu
following Form F: Automated Attendant Night Main
Menu.
NOTE:
If the Main Menu transfers callers to submenus or
announcement, create them first. See "Creating
Submenus" and "Creating Announcements" later
in this section.
Even if the Night Main Menu is identical to the Day Main
Menu, create them both using the following procedure.
NOTE:
1
If either menu is not being used, follow steps 1
through 9 to delete Selector Codes 1 through 4
which are factory set to transfer calls directly to
extensions.
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
System Administrator’s [ Ext. ] followed by [ # ].
4
System Administrator’s [ Password ] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 3 ] for Automated Attendant.
The Automated Attendant Menu plays.
7
Choose the appropriate option:
>
[ 1 ] to administer the Day Main Menu.
The Menu Definition Options play.
>
[ 2 ] to administer the Night Main Menu.
The Menu Definition Option play.
5-6
Providing Automated Attendant Service
8
[ 6 ] to modify the Main Menu.
9
Enter the Selector Code ( [ 1 ] through [ 9 ]).
NOTE:
10
Enter the transfer type. If you enter Transfer Type 4
or 5, go to step 12.
1
2
3
4
5
11
If you are not assigning Selector Codes 1
through 4 (factory set for transfer directly to
an extension), use [ * ] [ D ] to delete them
from the Main Menu.
=
=
=
=
=
Transfer to a specified extension
Transfer to a submenu
Transfer to an announcement
Prompt for an extension
Transfer directly to an extension
Enter the extension number, submenu number, or
announcement number where calls are to be
transferred, followed by [ # ].
The Selector Code, transfer type, and number are confirmed.
12
Repeat steps 9 and 10 for each Selector Code on the
Main Menu. When all Selector Codes to be used are
entered, go to step 13.
13
[ * ] [ # ] to approve the Selector Codes.
The prompt asks you to record the entire Main Menu script
"Record at the tone."
14
Record the Main Menu script.
15
[ 1 ] after recording.
The Message Recording Menu plays.
16
Choose an option or go to step 17:
>
[ 2 ] [ 1 ] to rerecord the Main Menu.
>
[ 2 ] [ 3 ] to rewind and play back the Main Menu.
>
[ * ] [ D ] to delete the Main Menu and use
previously recorded Main Menu.
Providing Automated Attendant Service
5-7
17
[ * ] [ # ] to approve the Main Menu.
The prompt says, "Menu saved."
18
[ * ] [ # ] to continue.
The current Dial 0/Timeout Option plays, followed by the
Dial 0/Timeout Option Menu.
19
Choose the Dial 0/Timeout Option:
>
[ 0 ] for System Operator.
>
[ 1 ] for General Mailbox.
>
[ 2 ] to Disconnect.
The Dial 0/Timeout Option is configured.
5-8
Providing Automated Attendant Service
Chapter 6: Call Answer Service
Providing Call Answer Service
Providing Button Coverage
Setting Immediate Answer
Assigning Secondary Coverage to CA Ports
Providing Group Coverage
Assigning CA Ports to a CDG
Personal Coverage
Assigning Lines to CA Ports
Assigning CA Ports and Lines to a CDG
Setting Lines for NO Ring
Setting Delayed Answer
6-1
6-1
6-2
6-1
6-3
6-3
6-4
6-4
6-4
6-5
6-6
Providing Call Answer Service
Three coverage schemes available for Call Answer
Service require additional administration:
●
Button Coverage
●
Group Coverage
●
Personal Coverage
You can combine Button Coverage with Group Coverage,
and Personal Coverage with Group Coverage, but you
cannot combine Button Coverage with Personal Coverage.
Providing Button Coverage
Follow Form I: Call Answer Coverage Schemes to
assign button coverage to up to six stations for each
Call Answer port.
ASSIGNING
SECONDARY
COVERAGE TO
CA PORTS
Use Centralized Programming to program the Call Answer
ports for secondary coverage.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
4
From the Administration Menu, press [ More ],
[ More ], [ Cntr-Prg ].
Press the Auto Intercom button of the CA port.
5
Press [ Enter ].
6
Press an available programmable button.
7
[ * ] [ 5 ] [ 0 ] followed by the extension number of the
covered station.
3
Providing Call Answer Service
6-1
NOTE:
8
9
Each CA port can cover up to six stations.
Press the button to confirm setting.
[ * ] [ 3 ] [ 6 ] for delayed ring.
The red light next to the button flashes.
SETTING IMMEDIATE
ANSWER
Follow the procedure only if you are changing
Call Answer Service from delayed answer to immediate
answer. If you are performing the initial installation, do
not use this procedure since immediate answer is the
factory setting.
Since this selection sets all ports to immediate
answer, you must reset the Automated Attendant
ports if they should be set for delayed answer.
[ MERMAIL ] (the MERLIN MAIL system extension).
NOTE:
1
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
System Administrator’s [ Ext. ] followed by [ # ].
4
System Administrator’s [ Password ] followed by [ # ].
Your name plays, followed by the Voice Mail Activity Menu.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 1 ] to administer System Parameters.
The System Parameter Menu plays.
7
[ 3 ] for Immediate Answer.
8
[ 4 ] for Immediate Answer for all ports.
NOTE:
If the Automated Attendant Service is set for
delayed call handling, reset the AA ports for
delayed answer.
The Immediate Answer setting is confirmed.
6-2
Providing Call Answer Service
Providing Group Coverage
Follow Form I: Call Answer Coverage Schemes to assign
this coverage for two-port configurations that need to
cover more than 12 stations or four-port configurations
that need to cover more than 24 stations.
NOTE:
ASSIGNING
CA PORTS
TO A CDG
When combining Group Coverage with Personal
Coverage, set the MERLIN MAIL system for
delayed answer (see "Setting Delayed Answer"
under "Personal Coverage").
Follow the procedure below to assign the CA ports to a
Call Distribution Group.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [ Stations ].
4
From the Stations Menu, press [ More ], [ GrpCall ].
5
Enter the CDG number, then press [ Enter ].
6
Press the Auto Intercom button of the CA ports.
Green light on = port assigned to CDG
Green light off = port not assigned to CDG
Providing Call Answer Service
6-3
Personal Coverage
Follow Form I: Call Answer Coverage Schemes to assign
personal coverage for outside calls only.
ASSIGNING LINES
TO CA PORTS
Follow the procedure below to assign lines to the CA port.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [
4
5
From the Stations Menu, press [ Line/Pool ].
Press the Auto Intercom button of the CA port.
6
Press [ Enter ].
7
Press the line buttons to achieve the desired line
assignments:
Stations
].
Green light on = line assigned to CA port
Green light off = line is not assigned to CA port
ASSIGNING CA
PORTS AND LINES
TO A CDG
Follow the procedure below to assign the CA ports and
lines to a Call Distribution Group.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
6-4
3
From the Administration Menu, press [ Stations ].
4
From the Stations Menu, press [
Providing Call Answer Service
More
], [ GrpCall ].
5
Enter the CDG number, then press [ Enter ].
6
Choose the appropriate option:
>
Press the Auto Intercom button of the CA ports.
Green light on = port assigned to CDG
Green light off = port not assigned to CDG
>
Press line button of lines assigned to CA.
Green light on = line in CDG
Green light off = line not in CDG
SETTING LINES
FOR NO RING
Use Centralized Programming to set the lines assigned to
the CA ports for no ring.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
From the Administration Menu, press [ More ],
[ More ], [ Cntr-Prg ].
4
5
Press [ Enter ].
Press the Auto Intercom buttom for a Call Answer port.
6
Press [ Enter ].
7
Press the line button to be programmed.
8
[ * ] [ 3 ] [ 4 ] [ 5 ] to set all lines to no ring.
The red light next to the line button is steady.
Providing Call Answer Service
6-5
SETTING DELAYED
ANSWER
Follow the procedure below to administer Call Answer
Service for delayed answer.
1
[ MERMAIL ] (the MERLIN MAIL system extension).
The MERLIN MAIL system greeting plays.
2
[ * ] [ 7 ] to enter Voice Mail.
The Voice Mail greeting plays.
3
System Administrator’s [
4
System Administrator’s [ Password ] followed by [ # ].
Ext.
] followed by [ # ].
The Voice Mail Activity Menu plays.
5
[ 9 ] to administer the MERLIN MAIL system.
The System Administration Menu plays.
6
[ 1 ] to administer System Parameters.
The System Parameter Menu plays.
7
[ 3 ] for Delayed Answer.
The current setting plays.
8
[ 3 ] for Delayed Answer on Call Answer ports only.
The Delayed Answer setting is confirmed.
6-6
Providing Call Answer Service
Chapter 7: Post-Implementation Steps
Programming Helpful Features
7-1
Programming Auto Dial Buttons
7-1
Programming a Delete Message Button
7-2
Programming a Return Message Button
7-3
Performing Acceptance Tests
Checking the Automated Attendant Service
Immediate Answer
Delayed Answer
Day Main Menu
Supervised Transfer
Unsupervised Transfer
Fax Call Handling
Night Main Menu
Checking the Call Answer Service
Button Coverage
Personal Coverage
Group Coverage
7-4
7-4
7-4
7-4
7-4
7-5
7-5
7-5
7-6
7-7
7-7
7-7
7-8
Programming Helpful Features
The following features provide added flexibility for using
the MERLIN MAIL system. Although these feature
buttons are not required, they help better integrate the
MERLIN MAIL system with MERLIN II R3 system
operation.
Programming Auto Dial Buttons
Program an Auto Dial button for all Voice Mail
subscribers to provide one-touch dialing from ATL
phones into Voice Mail. Program the buttons at the
individual stations or through Centralized Programming
as shown in the following procedure.
1
At the MERLIN II R3 System Display Console, enter
administration mode by sliding the T/P switch to P.
2
Press [ Conference ] twice.
The Administration Menu appears.
3
4
From the Administration Menu, press [ More ],
[ More ], [ Cntr-Prg ].
Press the Auto Intercom button of the station to
be programmed.
The green light goes on.
5
Press [ Enter ].
6
Press an available programmable button.
Programming Helpful Features
7-1
7
[ * ] [ 9 ] [ 1 ] followed by the CDG number of either
the AA or CA ports.
NOTE:
If possible, use whichever MERLIN MAIL
system ports are not set for
delayed answer.
8
Press the button to confirm the setting.
9
Label the button "MERMAIL" on the phone.
10
Repeat steps 4 through 9 for each phone.
Programming a Delete Message Button
When a subscriber with a display phone receives a
message from the MERLIN MAIL system, the green
message waiting light goes on and the label, "MERMAIL,"
appears on the display when the subscriber presses his
or her Message button.
Use the procedure below to program a Delete Message
button on the phone so that the subscriber can delete the
"MERMAIL" display message.
1
At the subscriber’s phone, slide the T/P switch to P.
2
Press an available programmable button.
3
Dial [ * ] [ 2 ] [ 6 ].
Press the button to confirm the setting.
4
7-2
Programming Helpful Features
Programming a Return Message Button
When a subscriber with a display phone receives a
message from the MERLIN MAIL system, the green
message waiting light goes on and the label,
"MERMAIL," appears on the display when the subscriber
presses his or her Message button.
If the subscriber has a Return Message button
programmed, he or she can retrieve the MERLIN MAIL
system messages by pressing the Return Message button
which automatically dials the Voice Mail Service
extension. Follow the procedure below to program a
Return Message button on a display phone.
1
At the subscriber’s phone, slide the T/P switch to P.
2
Press an available programmable button.
3
Dial [ * ] [ 2 ] [ 7 ].
Press the button to confirm the setting.
4
Programming Helpful Features
7-3
Performing Acceptance Tests
After you complete all administration for the
MERLIN MAIL system, perform the following tests to
verify that each service has been properly administered.
Checking the Automated Attendant Service
Perform the appropriate tests to ensure that the Automated
Attendant Service is working properly.
IMMEDIATE ANSWER
DELAYED ANSWER
DAY MAIN MENU
7-4
1
Call in on a line answered by the Automated
Attendant Service.
2
Listen for the Automated Attendant Greeting.
You should hear it almost immediately
(approximately after one ring).
3
Repeat this test for each line answered by the
Automated Attendant Service.
1
Call in on a line assigned to the Automated Attendant
Service. (Ask the primary call handler not to answer
the call.)
2
After a few rings, listen for Automated Attendant
Greeting.
3
Repeat this test for each line assigned to the
Automated Attendant Service.
1
Call in on a line administered for Automated
Attendant Service.
2
After the greeting, choose a Selector Code offered on
the Main Menu.
Performing Acceptance Tests
SUPERVISED
TRANSFER
UNSUPERVISED
TRANSFER
FAX CALL HANDLING
3
Ensure that the transfer is made to the appropriate
extension, announcement, or submenu.
4
Repeat this test for each Selector Code offered on
the Main Menu.
1
Place a call to a station assigned supervised transfer
(Class of Service 4 through 6), but do not answer it.
2
After four rings, you should be prompted to leave
a message or transfer to another station.
3
Perform this test for each Mailbox assigned
Supervised Transfer.
1
Place a call to a station assigned unsupervised transfer
(Class of Service 1 through 3), but do not answer it.
2
One of the following responses should occur:
>
If the station has an alternate station covering
its calls, the call should be transferred to the
alternate station.
>
If the station does not have coverage, the call
should be directed to the System Operator,
General Mailbox or disconnected, depending on
the Dial 0/Timeout setting.
3
Perform this test for each Mailbox assigned
Unsupervised Transfer.
1
Send a fax on one of the CO lines assigned to
Automated Attendant Service.
2
Make sure that the fax is received by the fax machine.
Performing Acceptance Tests
7-5
NIGHT MAIN MENU
7-6
1
Perform the step for the appropriate Night Service
option:
>
For Night Service with Time Set, administer
the current time to be two minutes before the time
set for night mode to go into effect, then wait
three minutes.
>
Press the Night Service button on the
attendant’s console.
2
Place a call on a CO line answered by the
Automated Attendant Service.
3
Listen for the Night Greeting followed by the
Night Main Menu.
4
Choose a Selector Code from the Night Main Menu.
5
Make sure that the transfer is made to the appropriate
extension, announcement, or submenu.
6
Repeat this test for each Selector Code on the
Night Main Menu.
7
Reset the time to the current setting.
Performing Acceptance Tests
Checking the Call Answer Service
Once you administer the Call Answer Service, perform the
following tests to verify that it is working properly.
BUTTON COVERAGE
PERSONAL
COVERAGE
1
Place a call to one of the covered stations.
2
Listen for the Call Answer Greeting. It should play
after the call rings a few times at the covered station.
3
Dial an extension of a covered station.
4
Leave a message in the Mailbox.
5
Ask the subscriber to verify that the message was
received. (Follow the instructions for "Listening to
Messages" in the the MERLIN MAIL System Quick
Reference Card.)
6
Repeat this test for every station with button coverage.
1
Place a call on a line covered by the Call Answer
Service. (Make sure that everyone knows not to
answer the call.)
2
After the call rings four times at all stations where the
line appears, listen for the Call Answer Greeting.
3
Dial the extension of a valid subscriber.
4
Leave a message in the Mailbox.
5
Ask the subscriber to verify that the message was
received. (Follow the instructions for "Listening to
Messages" in the the MERLIN MAIL System Quick
Reference Card.)
6
Repeat this test for every line being covered.
Performing Acceptance Tests
7-7
GROUP COVERAGE
7-8
1
Ask the System Operator to transfer you to a
Call Answer port.
2
After the System Operator transfers your call,
you should hear the Call Answer Greeting.
3
Dial the extension of a valid subscriber.
4
Leave a message in the Mailbox.
5
Ask the subscriber to verify that the message was
received. (Follow the instructions for "Listening to
Messages" in the the MERLIN MAIL System Quick
Reference Card.)
Performing Acceptance Tests
Chapter 8: Troubleshooting
Troubleshooting
8-1
Troubleshooting
Trouble Indication
Touch-Tones are missed.
Reason/Response
If you are using a speakerphone, turn
off the microphone.
The connection is weak so the
MERLIN MAIL system may not be
able to interpret Touch-Tones while
a greeting plays. Wait until the
greeting finishes before entering the
Touch-Tones.
A call transferred by the MERLIN
MAIL system appears on both the
intercom button and a line button on
a phone.
When the MERLIN MAIL system
transfers a call to a phone, and that
phone has a line appearance for the
line the call is on, the call rings at the
intercom button but also flashes on
the line button. The call can only be
answered on the intercom button.
No one is on the line when you first
answer a call transferred by the
MERLIN MAIL system.
If the MERLIN MAIL system is
using supervised transfer, it waits for
you to answer the call before it
connects it. Thus there is a
momentary delay between when you
pick up the call and when the caller
is actually connected. Under these
circumstances, the MERLIN MAIL
system waits to hear your voice
before connecting the call. When
you answer a call, wait a moment
(after two beeps), then speak again.
The caller should be connected.
Part of the greeting gets cut off.
A Touch-Tone signal may have been
accidentally recorded with the
greeting. Rerecord the greeting.
You may have begun recording the
greeting too early. Pause after the
prompt to rerecord the greeting.
Troubleshooting
8-1
Trouble Indication
Message waiting lamp will not
turn on or off.
Your Response
It takes about 30 seconds to turn the
lamp on or off. If there is heavy call
traffic, it may take slightly longer.
The message waiting lamp remains
on until all messages are removed
from the Mailbox.
The message waiting lamp may be
indicating that there is a message in
either the Trouble Mailbox or the
General Mailbox.
Messages cannot be left because
Mailbox is full.
Old messages must be deleted
regularly from Mailboxes.
Callers complain they are unable to
leave messages.
If subscribers frequently hear the
"Mailbox Nearly Full" message, you
may want to increase the storage size
(Class of Service) of their
Mailboxes. Mailbox sizes range
from 5 to 15 minutes.
Calls are not being
transferred properly.
Make sure a valid extension has
been administered or requested.
If the problem involves the System
Operator, be sure the proper
extension has been designated for
him or her.
Callers hear ringing, but the
MERLIN MAIL system does not
answer.
This is normal when all the the
MERLIN MAIL system ports
are busy.
If the system is not busy, check the
connections of the modular cords to
the the MERLIN MAIL system unit.
Call the MERLIN MAIL system port
directly to see if the call is answered.
If not, the connection may not
be secure.
8-2
Troubleshooting
Trouble Indication
Your Response
The MERLIN MAIL system doesn’t
answer immediately.
The system may be administered for
delayed answer, or the MERLIN II
R3 system may have been set for
delayed ring or no ring.
System terminates recording of
name, greeting, or message before
user finishes.
Check the modular cords on the
MERLIN MAIL system unit to make
sure they are securely connected.
Be sure the recording does not
exceed the time limit set for it,
then rerecord it.
Subscriber unable to log in
to Voice Mail.
Check to see that the password is
correct. Make sure the person
having difficulty logging on is a
registered subscriber.
Busy signal received when calling
into Voice Mail.
All lines are in use or maintenance is
being performed on the unit.
Please wait.
Troubleshooting
8-3
Glossary
Administration
The method of programming that selects, activates, and
deactivates the MERLIN MAIL system features.
Announcement
An informative message (usually provides frequently
requested information) that is prerecorded by the
System Administrator and plays to callers who select it
from the Main Menu or submenus. Callers cannot select
another extension or Selector Code once they select an
announcement from the menu, but they can transfer
to the operator.
Automated
Attendant Service
Acts as an office receptionist by automatically answering
and directing incoming calls.
Business Schedule
Determines whether Automated Attendant Day or
Night Service is offered by tracking the hours a
business is opened or closed.
Button Coverage
With this type of call coverage, each Call Answer port
covers up to six stations. After a call rings four times at a
covered phone, the Call Answer Service answers it.
The caller is then prompted to enter an extension number
to leave a message.
Call Answer Greeting
The greeting that plays to callers when a subscriber’s
phone is busy or no one answers.
Call Answer Service
Allows callers to leave a message when their calls are not
answered (either busy or no answer). Callers must reenter
the extension number to leave a message.
Glossary
G-1
Call Distribution
Group (CDG)
Assigns a single extension number to a group of phones so
that calls ring in a round robin fashion. After three rings,
all the phones assigned to the group ring.
Class of Service
Consists of the total time allocated to a Mailbox
(5, 10, or 15 minutes) and the type of transfer
(unsupervised, supervised, or no transfer).
Coverage
Designates an alternate answering position when the
person called is not available to answer the phone.
Using Call Answer Service, a Call Answer port
can be designated as a coverage position.
Day Greeting
The Automated Attendant Greeting that plays when a
company is open.
Dial Plan
The extension assignments for all equipment (phone,
voice, or data) connected to the MERLIN II R3 system.
Dial 0/Timeout Option
Determines how a call is processed when a caller dials
Selector Code 0 or when a caller does not make a
selection from a menu within four seconds. Calls can
be transferred to the System Operator, General Mailbox,
or disconnected.
Extension Number
Two to four digits that identify a phone or other voice or
data equipment connected to the system.
Factory Settings
The settings that are in effect when the MERLIN MAIL
system is shipped.
G-2
Glossary
General Mailbox
A storage area (Mailbox 9999) where callers who are
dialing from rotary phones or callers who do not know
the extension of the person they would like to contact
can leave messages.
General
Mailbox Owner
The individual responsible for transferring messages in the
General Mailbox to the appropriate person. The message
waiting lamp on this person’s phone goes on whenever a
message is placed in the General Mailbox.
Greetings
Different messages that play to callers depending on the
service selected and the time of day.
Group Coverage
This type of coverage is used when a secretary or
receptionist accepts calls for people in a group, then
transfers the calls to the appropriate station. If the station
is busy or no one answers, the secretary or receptionist
can transfer the call to the Call Answer Service so that
the caller can leave a message.
Mailbox
All registered subscribers are assigned storage space
where messages can be left. Mailbox numbers are
the same as extension numbers, except for the
General Mailbox and the Trouble Mailbox.
Main Menu
The list of Selector Codes and transfer types that directs
callers on lines answered by the Automated Attendant
Service to a specific extension,
submenu, or an announcement. Can also be used to direct
callers to specific individuals not listed on the menu.
Glossary
G-3
Main Menu Script
The list of options that plays after the Automated
Attendant Day or Night Greeting. It describes what is
available on the Main Menu and provides a list of
Selector Codes to direct callers to the extension,
submenu, or announcement they want.
Night Greeting
The greeting that plays when a company is closed.
Night Service
The options available for after-hours telephone operation.
Night Service can be invoked by the MERLIN MAIL
system business schedule, by the MERLIN II R3 system
using Night Service with Time Set, or by an attendant
using a Night Service button.
No Transfer
A transfer type that is normally used for visitors, guests, or
employees who need to receive messages in the office but
do not have a phone assigned to them. Callers can dial the
visitor’s extension number and leave a message which the
visitor can retrieve by calling into Voice Mail.
Personal Coverage
With this type of call coverage, outside calls ring at the
destination phones first. If the call is not answered within
four rings, the Call Answer Service picks up the call.
Since this coverage is provided only on the lines assigned
to the CA ports, it does not cover intercom calls.
Selector Code
A one-digit number ranging from 0 through 9 that
callers dial from the Main Menu or submenu to transfer
them to an extension, submenu, or an announcement.
Can also be reserved for direct dialing of individual
extension numbers.
G-4
Glossary
Submenu
A lower level menu that is accessed through the
Main Menu or another submenu that provides additional
menu options to callers.
Submenu Script
Plays to callers when they select a submenu from the
Main Menu or another submenu and offers the list of
options available on the submenu. It also provides
Selector Codes and directs callers to the extension,
submenu, or announcement they want.
Subscriber
The owner of an extension that is registered with the
MERLIN MAIL system. Every subscriber has a Mailbox
(the number is generally the same as the extension
number) to receive messages left by callers when the
subscriber cannot be reached. Subscribe can also
communicate with other subscribers via the
Voice Mail Service.
Supervised Transfer
The MERLIN MAIL system monitors a call until it is
answered. If the line is busy or is not answered, callers
are given two options: choose another extension or leave a
message (caller does not need to reenter the extension
number). Should be used when a phone does not have
coverage assigned to it.
System Administrator
The person who updates and changes the MERLIN MAIL
system to address the company’s requirements. The
system administrator is a registered subscriber and is
also responsible for the Trouble Mailbox.
System Operator
The person who answers calls when callers press [ 0 ],
and when callers do not enter a Selector Code within
four seconds, if the Dial 0/Timeout Option is set for
transfer to System Operator.
Glossary
G-5
Temporary
Closure Greeting
A special greeting that plays to callers when a company
closes unexpectedly due to inclement weather or an
emergency.
Touch-Tone Gate
A feature that can be activated to determine quickly
whether a caller is dialing from a rotary phone. When
the Touch-Tone Gate is on, callers must dial a digit
before the Main Menu plays. If the gate is off, callers
who are calling from a rotary phone must listen to the
entire Main Menu before their calls are transferred
to the System Operator.
Transfer Type
Specifies what action will be taken when a caller enters a
Selector Code. The actions are: calls are transferred to a
predetermined extension, submenu, or announcement or to
an individual extension requested by the caller.
Trouble Mailbox
This storage space is reserved for subscribers to report any
problems they may experience with the MERLIN MAIL
system so that the System Administrator can correct them.
To report a problem, a subscriber calls the extension
[ 9 ] [ 9 ] [ 9 ] [ 8 ] and leaves a message in the Trouble
Mailbox. Whenever a message is left in the Trouble
Mailbox, the System Administrator’s message waiting
lamp goes on.
Unsupervised
Transfer
The Automated Attendant Service transfers calls without
waiting to see if the extension requested is busy or is not
answered. This reduces the time the MERLIN MAIL
system port is tied up on a call and should be used when a
phone has coverage assigned to it.
G-6
Glossary
Voice Mail Greeting
The greeting that plays to subscribers who call into the
Voice Mail for messages.
Voice Mail Service
Allows subscribers to send messages to other subscribe,
retrieve their own messages, record their own greetings,
and create their own passwords. System administration
for the MERLIN MAIL system is also done through
the Voice Mail Service.
Glossary
G-7
Index
A
AA, See Automated Attendant Service.
AA/VMS, assigning ports, 2-5
after-hours calls, 4-1, 4-11
announcement, 5-2, GL-1, GL-3, GL-4, GL-5, GL-6
creating, 5-2
recording, 5-2
Auto Dial Buttons, programming, 7-1
Automated Attendant Service, 2-5, 2-7, 2-11, 4-1,
7-4, GL-1
assigning ports, 2-5
labeling ports, 2-7
ports used for, 2-4, 2-11
testing, 7-4
Automated Attendant Greeting, 3-1
B
Basic Telephone (012) Module, 1-1
Business Schedule, 2-16, GL-1
setting, 2-16
Button Coverage, 7-7, GL-1
testing, 7-7
Buttons, programming, 7-1
C
Call Answer Greeting, 3-3, GL-1
recording, 3-3
Call Answer Service, 2-4, 2-11, 6-1, 7-7, GL-1
ports, 2-4, 2-11
providing, 6-1
testing, 7-7
Call Distribution Group, 4-1, 4-10, 6-4, GL-2
CA ports, 6-4
creating, 4-1, 4-6
fax stations, 4-10
lines, 6-4
call handling, 4-1, 4-6, 4-10, 4-11, 5-1, 7-4
after hours, 4-1, 4-11
delayed, 4-6
fax, 4-10, 5-1
immediate, 4-1, 7-4
primary, 4-1
call traffic, 8-2
Cards, voice processing, 1-1
CDG, See Call Distribution Group.
centralized programming, 4-7, 4-8, 6-5, 7-1
using, 4-7, 4-8, 6-5
Class of Service, 2-9, 8-2, GL-2
CO dial tone, 2-6
Configuring, 1-1, 2-1, 2-5
ports, 1-1, 2-5
system, 2-1
Connection, modem, 1-6
Console, system display, 2-6
Conventions, 2-1
Coverage, 6-1, 6-3, 6-4, GL-2
assigning, 6-4
secondary, 6-1
combining, 6-3
schemes, 6-1
D
Date, setting, 2-10
Day Greeting, 3-1, GL-2
recording, 3-1
Day Main Menu, 5-6, 7-4
creating, 5-6
recording the script, 5-6
testing, 7-4
delayed answer, 4-6, 4-9, 6-6, 8-3
administering, 4-9, 6-6
delayed call handling, 4-6
testing, 7-4
delayed ring, 4-2, 8-3
administering, 4-2
for operator, 4-2
Delete Message button, 7-2
Dial 0/Timeout Option, GL-2, 3-1
dial tone, selecting CO, 2-6
digits, maximum number, 2-16
disconnected, 3-1
display console, 2-6
display phone, 7-2, 7-3
delete message, 7-2
return message, 7-3
E
emergency, GL-6
environmental considerations, 1-4
exclusion list, 2-6
extension, 2-16, GL-2
maximum digits in, 2-16
Index
I-1
F
facsimile, See fax machines.
factory setting, GL-2
fax calls, 4-1, 4-11
after hours, 4-11
fax call handling, 4-10 — 4-11, 5-1, 7-5
testing, 7-5
fax machines, 4-1, 4-10 — 4-11, 5-1
assigning to CDG, 4-10
identifying, 4-10
four-port configuration, 1-7
G
General Mailbox, 3-1, 8-2, GL-2, GL-3
General Mailbox Owner, 2-15, 8-2, GL-3
assigning, 2-15
messages for, 8-2
glossary, GL-1 — GL-7
greeting, 3-1, 3-3, GL-3, GL-7
Automated Attendant, 3-1
recording, 3-1, 3-3, GL-7
group coverage, 7-8, GL-3
testing, 7-8
guests, GL-4
H
hardware, installing, 1-1 — 1-8
hints, 2-2
I
immediate answer, 4-1, 4-5, 7-4
administering, 4-5
testing, 7-4
immediate call handling, 4-1, 7-4
testing, 7-4
immediate ring for operator, 4-7
Implementation Acceptance Tests, 7-4
inclement weather, GL-6
Installation Acceptance Tests, 1-7
installing, hardware, 1-1 — 1-8, 1-4
intercom, 2-6
L
letter key, 2-9
lines, assigning, 6-4
logging on, difficulty, 8-3
I-2
Index
M
Mailbox, 2-7, 2-8, 8-2, GL-3
assignments, 2-7
creating, 2-8
full, 8-2
storage size, 8-2
Main Menu, 3-1, 5-1, 5-6, GL-1, GL-2, GL-3,
GL-4, GL-5, GL-6
creating, 5-6
script, GL-4
maintenance, remote, 1-1, 1-6
MERLIN II R3 System, 1-1, 2-1
required settings, 2-1
message storage, capacity, 1-1
message waiting lamp, 8-2, GL-3
microphone, 8-1
modem, 1-6, 2-4
setting no ring, 2-4
modular cords, 8-2, 8-3
N
night greeting, 3-1, 5-6, GL-4
creating, 5-6
recording, 3-1
testing, 7-6
Night Service, 2-6, 4-11, 4-12, 4-14, GL-1, GL-4
assigning AA ports, 4-12, 4-14
with time set, 2-6
no ring, 2-4, 4-3, 4-4, 4-7, 4-8, 6-5, 8-3
AA ports, 4-7
other stations, 4-4, 4-8
setting lines for, 4-3, 6-5
modem, 2-4
no transfer, GL-2, GL-4
O
one-touch dialing, 7-1
P
parameters, 2-7
password, 2-17, 8-3, GL-7
creating, GL-7
for system administrator, 2-17
personal coverage, 7-7, GL-4
testing, 7-7
ports, 1-1, 1-6, 2-5, 2-11
assigning to AA/VMS, 2-5
Automated Attendant Service, 2-11
Call Answer Service, 2-11
labeling, 2-7
remote diagnostics, 1-6
serial, 1-1
post-implementation steps, 7-1 — 7-8
primary call handler, 4-6, 7-4
primary call handling, 4-1
testing, 7-4
R
recording, 2-2, 3-3, 8-3
announcements, 2-2
Call Answer greeting, 3-3
greetings, 2-2
names, 2-2
problems, 8-3
Voice Mail greeting, 3-4
relative humidity, 1-4
remote maintenance, 1-1, 1-6
device, 1-6
required settings, 2-1
requirements, hardware, 1-2
Return Message button, 7-3
ringing options, 8-3
rotary callers, 5-1
rotary phones, 3-1, GL-3, GL-5, GL-6
RS-232-C port, 1-6
S
schedule, 2-10, 2-16, GL-1
administering, 2-10
setting, 2-16
secondary call handler, 4-6
secondary call handling, 4-1, 7-4
testing, 7-4
secondary coverage, 6-1
selector codes, GL-2, GL-3, GL-4, GL-5
serial port, RS-232-C, 1-1
services, selecting, 2-11
shortcuts, 2-2
speakerphone, 2-2, 8-1
Speed Dial Access, 2-3
storage capacity, message, 1-1
submenu, 5-4, GL-1, GL-2, GL-3, GL-4,
GL-5, GL-6
creating, 5-4
script, GL-5
subscriber, 8-3, GL-3, GL-5, GL-7
supervised transfer, 7-5, 8-1, GL-2, GL-5
testing, 7-5
switch, 1-6, 1-8
modem, 1-8
setting, 1-6
System Administrator, 2-13, 2-17, 8-2,
GL-5, GL-6
messages, 8-2
password, 2-17
system configuration, 2-1
system greeting, 3-1
system, MERLIN II R3, 1-1
System Operator, 2-7, 2-14, 3-1, 5-1, 8-2,
GL-2, GL-5, GL-6
assigning of, 2-14
system parameters, setting, 2-7
T
telephone, basic model, 1-1
temperature range, 1-4
Temporary Closure Greeting, GL-6
test, 1-7, 7-4 — 7-7
Automated Attendant Service, 7-4
button coverage, 7-7
Call Answer Service, 7-7
Day Main Menu, 7-4
delayed answer, 7-4
fax call handling, 7-5
implementation acceptance, 7-4
installation acceptance, 1-7
immediate answer, 7-4
Night Main Menu, 7-6
secondary call handling, 7-4
supervised transfer, 7-5
unsupervised transfer, 7-5
time, setting, 2-10
timeout option, See Dial 0/Timeout Option.
Touch-Tone, 8-1
missed, 8-1
Index
I-3
Touch-Tone Gate, 3-1, 5-1, GL-6
changing, 5-1
transfer, GL-1
transfer type, GL-3, GL-4, GL-5, GL-6
Trouble Mailbox, 8-2
troubleshooting, 8-1 — 8-3
U
unsupervised transfer, 7-5, GL-2, GL-6
testing, 7-5
upgrading, two-port to four-port, 1-7
V
visitors, GL-4
VMS, See Voice Mail Service.
Voice Mail, 7-1, 8-3
Voice Mail Service, 2-5, 2-7, 7-1, 8-3, GL-5, GL-7
assigning ports to, 2-5
labeling ports, 2-7
Voice Processing Card, 1-1
W
Weekly Business Schedule, 2-17
I-4
Index
MERLIN MAIL
System
Voice Mail Service
*
7
[ ] [ ]
Sys. Administrator's
Ext. + # (9997#)
Sys. Administrator's
Passwd + # (1234#)
Administration
9
[ ]
System Parameters
1
Schedule
2
[ ]
Auto Attendant
3
[ ]
Mailboxes
4
[ ]
Greetings
7
[ ]
[ ]
Port Allocation
2
[ ]
Update
1
[ ]
[1]
Play
2
[ ]
Voice Mail
1
Delayed Answer
3
Weekly
2
[ ]
Night
2
[ ]
Create
4
[ ]
Call Answer
2
Fax Extension
4
Today
3
Submenus
3
[ ]
Modify
6
Auto Attendant
3
System Operator
5
[ ]
Announcements
4
[★][D]
General Mailbox
6
Touch-Tone Gate
5
[ ]
[ ]
[ ]
Sys. Administrator
7
[ ]
Max Digits
8
[ ]
Trans from CA Port
9
[ ]
[ ]
Day
[ ]
[ ]
[ ]
Delete
[ ]
[ ]
[ ]