AT&T | MERLIN Attendant | Instruction manual | AT&T MERLIN Attendant Instruction manual

AT&T 585-320-742
Issue 1
AT&T
TM
MERLIN MAIL
Voice Messaging System
Multi-Lingual Version
®
for MERLIN LEGEND Communications System
System Administration
Copyright © 1993
All Rights Reserved
Printed in U.S.A.
AT&T 585-320-742
Issue 1
July 1993
Notice
Every effort was made to ensure that the information in this book was complete and
accurate at the time of printing. However, information is subject to change.
Federal Communications Commission (FCC) Interference Notice
This equipment has been tested and found to comply with the limits of a Class A digital
device, pursuant to Part 15 of FCC rules. These limits are designed to provide reasonable
protection against harmful interference when the equipment is operated in a commercial
environment. This equipment generates, uses, and can radiate radio frequency energy
and, if not installed and used in accordance with the instruction manual, may cause
harmful interference to radio communications. Operation of this equipment in a residential
area is likely to cause harmful interference in which case the user will be required to
correct the interference at his or her own expense.
Canadian Department of Communications (DOC) Interference
Information
This digital apparatus does not exceed the Class A limits for radio noise emissions set out
in the radio interference regulations of the Canadian Department of Communications.
Le Présent Appareil Numérique n’émet pas de bruits radioelectriques depassant les
limites applicable aux appareils numériques de la class A prescrites dans le reglement
sur le brouillage radioelectrique edicté par le ministére des Communications du Canada.
Security
As a customer of new telecommunications equipment, you should be aware of the
significant and growing problem of theft of long distance services by third parties, known
commonly as “toll fraud.” It is particularly important that you understand and take
appropriate steps to deal with this crime because under applicable tariffs, you will be
responsible for payment of associated toll charges. AT&T can not be responsible for such
charges and will not make any allowance or give any credit resulting from toll fraud.
Toll fraud can occur despite the preventative efforts of network providers and equipment
manufacturers. Toll fraud is a potential risk for every customer with telecommunications
equipment having one or more of the following features: (1) remote access, (2) automated
attendant, (3) voice mail, (4) remote administration and maintenance, and (5) call
forwarding (remote). This is not a product or design defect, but a risk associated with
equipment having one or more of the features described above. If your new
telecommunications equipment possesses any of these features, please consult the
relevant portion of your documentation for further details and specific procedures to
reduce the risk of toll fraud or contact your AT&T dealer for further details.
Trademarks
MERLIN LEGEND is a registered trademark of AT&T. MERLIN MAIL is a trademark of
AT&T.
Warranty
AT&T provides a limited warranty to this product. Refer to the “Limited Use Software
License Agreement” card provided with your package.
Ordering Information
The order number for this book is 585-320-742. To order additional books, call
1 800 432-6600 in the U. S., 1 800 255-1242 in Canada, and from other countries, call
1 317 322-6646 or send Fax to 1 317 322-6699. For more information on how to order this
and other system reference materials, see “About This Guide.”
Support Telephone Numbers
In the U. S., AT&T provides a toll-free customer helpline 24 hours a day. In the U. S., call the
AT&T Helpline at 1 800 628-2888 or your AT&T Authorized Dealer if you need assistance
when installing, programming, or using your system.
For assistance outside the U.S., contact your local AT&T authorized representative.
System
Parameters
1
Port
Allocation
2
Schedule
2
All Ports
Automated
Attendant 1
Update
System Date
and Time 1
All Ports
Call Answer
2
Split
Allocation
3
Weekly
Business
Schedule 2
Delayed
Answer
3
On All
Ports
1
Fax
Extension
Operator
Extension
On Automated
Attendant
Ports 2
On Call
Answering
Ports 3
No
Delayed
Answer 4
Open
1
Open or
Closed for
Today 3
4
Closed
2
5
General
Mailbox
Owner 6
System
Administrator
Mailbox 7
Maximum
Digit
Length 8
System
Language
9
Monolingual
1
Bilingual
2
French
English
1
Spanish
2
French
English
3
1
Spanish
2
3
Temprarily
Closed
3
Enter System
Administrator
Password + #
Enter System
Administrator
Extension + #
Voice Mail
Service
Administration
Main Menu
9
Automated
Attendant
3
Mailboxes
4
Day
Menu
Play a Mailbox
Configuration
2
Night
Menu
1
2
Play
the
Menu
Play
the
Menu
2
Modify
the
Menu 6
2
Modify
the
Menu 6
Create
a
Mailbox 4
Delete a
Mailbox
✱ D
Submenus
3
Play
the
Menu
2
Create
the
Menu
Modify
the
4
Menu
6
Announcements
4
Touch-Tone
Gate
Play the
Announcement
2
Record an
Announcement
7
Deactivate
Touch-Tone
Gate 6
Activate
Touch-Tone
Gate 9
5
Delete an
Announcement
✱ D
Delete the
Menu
✱ D
Modify
a
Mailbox 6
Modify
Name
1
Modify
Class of
Service 2
Initialize
Password
3
Change
Language
4
Systems
Greetings
Group
Lists
Scan
Group Lists
Create a
Group List
5
7
2
Voice
Mail
Greeting 1
4
Automated
Attendant
Greeting 3
Day
Greeting
Modify or
Review a
Group List 6
Add
Entry
Delete a
Group List
✱ D
1
Delete
Entry
✱ D
1
Night
Greeting
2
Contents
About This Guide
1
vii
■
Terms and Conventions
viii
■
Related Guides
viii
Overview
1-1
■
System Services and Features
Monolingual or Bilingual Operation
Automated Attendant Service
Voice Mail Service
Call Answer Service
1-1
1-4
1-5
1-16
1-20
■
MERLIN MAIL—ML System Configurations
1-21
■
Subscribers’ Responsibilities
System Administrator
System Operator
General Mailbox Owner
1-22
1-22
1-23
1-24
■
Preparing for System Administration
Planning Forms
Accessing the MERLIN MAIL—ML System
Helpful Hints
Administration Menu Structure
Guide to the Instructions
1-25
1-25
1-26
1-27
1-28
1-29
i
Contents
2
3
4
ii
Changing System Parameters
2-1
■
Changing MERLIN MAIL—ML Port Allocation
2-2
■
Changing the Delayed Answer Setting
2-5
■
Adding, Changing, or Deleting a Fax Extension
2-6
■
Changing the System Operator Extension
2-7
■
Changing the General Mailbox Owner
2-9
■
Changing the System Administrator’s Voice Mailbox
2-11
■
Changing the Maximum Number of Digits in an Extension
2-12
■
Changing the MERLIN MAIL—ML Language Selection
2-13
Changing the Schedule
3-1
■
Changing the System Date and Time
3-2
■
Changing Your Company’s Schedule
Changing the Weekly Business Schedule
Changing Today to Open or Closed
3-4
3-5
3-10
Changing the Automated Attendant Menus
4-1
■
Selector Codes and Selector Code Actions
4-2
■
Automated Attendant Service Programming Sequence
4-7
Contents
5
■
Changing the Main Menus
Playing a Main Menu Prompt or Definition
Changing Selector Codes and Selector Code Actions
Changing the Dial 0/Timeout Action Only
Recording the Main Menu Script Only
4-7
4-8
4-10
4-14
4-15
■
Creating and Changing Submenus
Playing a Submenu Prompt or Definition
Creating a Submenu
Changing a Submenu
Deleting a Submenu
4-18
4-18
4-20
4-23
4-29
■
Changing Announcements
Playing an Announcement
Recording an Announcement
Deleting an Announcement
4-30
4-30
4-31
4-33
■
Changing the Touch-Tone Gate Setting
Touch-Tone Gate Setting in Monolingual Mode
Touch-Tone Gate Setting in Bilingual Mode
4-35
4-35
4-37
Adding and Changing Voice Mailbox Assignments
5-1
■
Playing a Mailbox Configuration
5-2
■
Adding a Mailbox
5-3
■
Changing the Mailbox Name
5-8
■
Changing the Class of Service
5-11
iii
Contents
6
7
iv
■
Initializing a Subscriber’s Password
5-13
■
Changing the Voice Mailbox Language
5-15
■
Deleting a Mailbox
5-18
Creating, Changing, and Using Group Lists
6-1
■
Administering Group Lists
Scanning a Group List
Creating a Group List
Reviewing and Modifying a Group List
Deleting a Group List
6-2
6-3
6-4
6-5
6-7
■
Sending Messages Using Broadcast or Group Lists
Sending a Broadcast Message to All Subscribers
Sending a Message to a Group List
6-8
6-8
6-10
Changing System Greetings
7-1
■
Voice Mail Greeting
Listening to the Voice Mail Greeting
Changing the Voice Mail Greeting
7-2
7-2
7-3
■
Automated Attendant Service Greetings
Listening to an Automated Attendant Service Greeting
Changing an Automated Attendant Service Greeting
7-5
7-6
7-8
Contents
8
Troubleshooting
8-1
A
MERLIN MAIL—ML Factory Settings
A-1
B
Sending Faxes to the MERLIN MAIL—ML
System
B-1
GL
Glossary
GL-1
IN
Index
IN-1
v
About This Guide
This guide provides instructions for managing and programming the MERLIN
TM
MAIL Voice Messaging System—Multi-Lingual Version. It is intended for the
person (called the system administrator) who is responsible for maintaining
the system. This guide assumes that the system has already been set up; if
you need information on initial system programming, see the MERLIN
MAIL—ML Installation, System Programming and Maintenance guide.
In addition to administration instructions, this guide contains a listing of factory
settings in Appendix A, instructions for receiving fax calls from machines that
do not produce industry-standard fax calling (CNG) tones in Appendix B, a
glossary of terms, and an index. Also included at the back of this guide are
instructions for using the General Mailbox, instructions for administering the
Outcalling feature, a menu map, and a form for providing feedback on this
guide, which you can fax or mail to AT&T.
WARNING:
Do not tamper with the MERLIN MAIL—ML unit. Only a qualified service
technician should open or service the MERLIN MAIL—ML unit.
vii
About This Guide
Terms and Conventions
The following conventions are used throughout this guide:
■
Subscriber means a registered MERLIN MAIL—ML Voice Mail
Service user; someone who has a MERLIN—ML mailbox.
■
Telephone dialpad buttons are shown as rounded boxes enclosing
the digit, letter, or character they represent, such as [ 1 ] for the
button containing the number “1”.
■
[ # ] means press the pound button. The pound button is frequently
used as a termination character, enabling the system to detect the
end of an extension or password you have entered.
■
[ * ] means press the star button.
■
Prompts or responses provided by the MERLIN MAIL—ML system
are shown in italics:
This is a system prompt or response.
Related Guides
The following guides are available to help you set up, use, and maintain the
MERLIN MAIL Voice Messaging System—Multi-Lingual Version when it is
®
installed with MERLIN LEGEND Communications System Releases 1.0, 1.1,
1.2i, 2.0, and 2.1. The guides that are supplied with the MERLIN MAIL—ML
system are marked with an asterisk.
You can order any of the guides listed in the following table from the AT&T
Customer Information Center. Phone numbers are listed at the front of this
guide.
viii
Related Guides
About This Guide
Guide Title
Order Number
MERLIN MAIL Voice Messaging
System—Multi-Lingual Version
Planning Guide and Forms
585-322-541
Installation, System Programming and
Maintenance
585-320-141
System Administration*
585-322-742
User’s Quick Reference*
585-322-741
MERLIN LEGEND Release 1.0
System Programming
555-610-111
PBX System Planning
555-610-113
PBX System Planning Forms
555-610-117
Key System Planning
555-610-112
Key System Planning Forms
555-610-116
MERLIN LEGEND Release 1.1
Release 1.1 Notes
555-610-119
MERLIN LEGEND Release 1.2i
Release 1.2i Notes
555-611-119
MERLIN LEGEND Release 2.0
System Programming
555-620-111
System Planning
555-620-112
System Planning Forms
555-620-113
MERLIN LEGEND Release 2.1
Release 2.1 Notes
555-620-003
* Supplied with the MERLIN MAIL—ML system.
Related Guides
ix
Overview
1
System Services and Features
MERLIN MAIL Voice Messaging System—Multi-Lingual Version, hereafter
called the MERLIN MAIL—ML system, works with the MERLIN LEGEND
Communications System to automate the call handling, call answering, and
voice messaging needs of your company. To meet these needs, the MERLIN
MAIL—ML system offers three services:
■
Automated Attendant Service
■
Call Answer Service
■
Voice Mail Service
Automated Attendant Service provides the MERLIN MAIL—ML system’s call
handling features. Automated Attendant Service can be set up to answer calls
and present callers with menus of selectable options, such as transferring to
specific extensions or playing pre-recorded announcements. Automated
Attendant Service can also automatically route calls, accept fax calls, answer
calls based on a programmed business schedule, and provide customized
after-hours service.
Call Answer Service provides the MERLIN MAIL—ML system’s call coverage
features. Call Answer Service automatically answers calls when the subscriber
(user of the MERLIN MAIL—ML system) is either on another call or away from
the phone. Call Answer Service lets the caller leave a message for a
subscriber or transfer to another extension.
System Services and Features
1-1
Overview
Voice Mail Service provides the MERLIN MAIL—ML system’s voice
messaging features. Voice Mail Service lets subscribers send voice mail
messages to other subscribers and listen to messages left in their mailboxes
by subscribers and external callers.
All services provided by the MERLIN MAIL—ML system can be implemented
in a single language (monolingual mode) or two languages (bilingual mode). If
set up for bilingual mode, the MERLIN MAIL—ML system lets callers select
the language in which they want to hear prompts, menus, and
announcements. The MERLIN MAIL—ML system can operate in English,
French, or Spanish. In bilingual mode, English must be one of the language
choices.
A detailed description of the MERLIN MAIL—ML system’s services and
features follows. Figure 1-1 shows the main features associated with each
service.
1-2
System Services and Features
Overview
MERLIN MAIL—ML
Voice Messaging System
Monolingual/Bilingual Mode
Automated Attendant Service
Voice Mail Service
Call Answer Service
Prompts caller to make a choice
from a menu of options, then
routes the call to the selected
destination.
Allows subscribers to:
■ Send Messages
■ Listen to Messages
■ Forward Messages
■ Delete Messages
■ Reply to Messages
■ Record Personal Greeting
■ Change Password
■ Administer Outcalling
Prompts caller to leave a
message or transfer to another
extension when the called party
does not answer.
In bilingual mode, callers hear
prompts in the primary system
language. Callers can choose
to hear prompts in the alternate
language
Immediate
Call Handling
MERLIN MAIL—ML
system answers
external calls day
and night. Callers
receive Automated
Attendant Service.
The System Operator
answers overflow
calls.
In bilingual mode, after logging
in, subscribers hear prompts in
the language administered for
their voice mailbox.
Delayed
Night Only
Call Handling
Call Handling
The Automated
Attendant Service
answers calls only
after normal business
hours and transfers
them to selected
extensions.
The System Operator
answers external
calls. Overflow calls
go to Automated
Attendant Service
day and night.
In bilingual mode, callers hear
personal greeting in the
language administered for the
voice mailbox. Callers can
choose to hear prompts in the
alternate language.
Extension Coverage
Line Coverage
Picks up unanswered
calls ringing at SA or
ICOM buttons and
accepts messages
left by caller.
Picks up unanswered
calls ringing on a line
button and accepts
message left by caller
(The call can be
ringing at more than
one extension.)
Figure 1-1. Overview of MERLIN MAIL—ML System Services and Features
System Services and Features
1-3
Overview
Monolingual or Bilingual Operation
You choose to operate the MERLIN MAIL—ML system in monolingual or
bilingual mode. In monolingual mode, you select the single language in which
MERLIN MAIL—ML system prompts, menus, and announcements are played.
In bilingual mode, you select both a primary system language and a
secondary system language. The primary system language is the default
language for which system prompts, menus, and announcements are played.
The secondary system language is the alternate language which callers can
choose to play prompts, menus, and announcements.
Whether you choose to operate in a monolingual or bilingual mode depends
on the needs of your callers and subscribers (voice mail users).
The MERLIN MAIL—ML system offers you the choice of three languages:
■
For monolingual mode, one of the following languages:
— English
— French
— Spanish
■
For bilingual mode, one of the following primary/secondary system
language combinations:
Primary Language
Secondary Language
English
French
English
Spanish
French
English
Spanish
English
NOTE:
In bilingual mode, English must be one of the languages.
1-4
System Services and Features
Overview
Automated Attendant Service
The MERLIN MAIL—ML system’s Automated Attendant Service consists of a
greeting and one or more menus, providing callers with a number of options
that allow them to quickly access an extension, a department, or information
by pressing a single dialpad button. This service provides several major
benefits, both to the callers and to the company:
■
System greetings, announcements, and menus can be recorded
and played in one language (monolingual mode) or two languages
(bilingual mode).
■
In bilingual mode, callers can select their language preference for
system greetings, prompts, announcements, and menus.
■
Different greetings, menus, and announcements can be recorded to
play during the day and night.
For example, during the day you may want to tell callers to stay on
the line for assistance by an operator. At night, when there may be
no operator, you may want to tell callers to stay on the line to leave
a message in the General Mailbox.
■
Calls are efficiently routed to the correct party.
■
Incoming fax calls from machines that produce industry-standard
fax (CNG) tones, are recognized and automatically routed to the fax
extension.
■
Callers using rotary phones or needing assistance, are
automatically transferred to the system operator or General Mailbox,
or disconnected, based on your company’s preference.
■
If the party the caller wants does not answer or the phone is busy,
the caller is prompted to leave a message.
■
If callers do not know the extension needed, they can access a
directory of subscribers or be transferred automatically to an
operator.
System Services and Features
1-5
Overview
■
Announcements of frequently requested information (such as
directions or business hours) can be included as menu options,
thereby freeing an employee’s time for other tasks.
Examples of Automated Attendant Service
The following examples show how you can set up Automated Attendant
Service for monolingual and bilingual modes. The examples illustrate how a
caller can quickly reach the extension he or she wants.
Monolingual Mode Example—English as the Only Language. The following
example consists of a greeting followed by a menu of options to reach
particular extensions.
Automated Attendant Service Prompts
Thank you for calling the XYZ Company. If
you are calling from a touch-tone phone,
press [ 1 ] now.
Caller Respnose
Caller presses [ 1 ] to indicate
the call is from a touch-tone
phone.
For sales, press [ 1 ].
For customer service, press [ 2 ].
If you know the extension of the person you
are calling, press [ 8 ] and dial the extension
now.
For a directory of employees listed by last
name, press [ * ] [ A ].
Or stay on the line for assistance.
Caller presses dialpad
buttons in response to the
prompts, or waits for the
system operator to answer
the call.
1-6
System Services and Features
Overview
Bilingual Mode Example—French Speaking Caller and French as the
Primary Language. The following example shows what a French speaking
caller would hear if French was set up as the primary system language and
English was set up as the secondary system language. As part of the initial
greeting set up by the customer, the caller hears an English prompt to press
[ * ] [ 1 ] to select English. By ignoring the English prompt to press [ * ] [ 1 ], the
caller “selects” the primary system language automatically.
Automated Attendant Service Prompts
Merci davoir appeler la compagnie XYZ.
For English, press [ * ] [ 1 ] now.
Caller Response
Caller ignores the English
prompt to press [ * ] [ 1 ]—
prompts are now played in
French.
Si vous connaissez le numéro de poste de
la personne avec qui vous désirez parler
composez le maintenant.
Pour le départment des ventes appuyez
sur le [ 1 ].
Pour le service appuyez sur le [ 2 ].
Pour le répertoire de postes composez
[ * ] [ 2 ].
Sinon rester en ligne.
Caller presses dialpad
buttons in response to the
prompts.
System Services and Features
1-7
Overview
Bilingual Mode Example—Spanish Speaking Caller and English as the
Primary Language. The following example shows what a Spanish speaking
caller would hear if English was set up as the primary system language and
Spanish was set up as the secondary system language. As part of the initial
greeting set up by the customer, the caller hears a Spanish prompt to press
[ * ] [ 1 ] to select Spanish. By pressing [ * ] [ 1 ] in response to this prompt, the
caller selects the secondary system language. All remaining prompts, menus,
and announcements play in Spanish.
Automated Attendant Service Prompts
Thank you for calling the XYZ Company.
Para escuchar en español, marque los
[ * ] [ 1 ] ahora.
Caller Response
Caller presses [ * ] [ 1 ]—
prompts are now played in
Spanish.
Gracias por llamar a la compañía XYZ.
Para el departmento de ventas, marque
el [ 1 ].
Para servicio de los clientes, marque el [ 2 ].
Si sabe la extensión de la persona a quien
llama, marque el [ 8 ] y la extensión ahora.
Para el directorio de empleados listado por
apellido marque [ * ] [ 2 ].
O espere en la línea para la operadora.
1-8
System Services and Features
Caller presses dialpad
buttons in response to the
prompts, or waits for the
system operator to answer
the call.
Overview
Bilingual Mode Multilevel Menu Example—English Speaking Caller and
English as the Primary Language. The following example shows what an
English speaking caller would hear after reaching an Automated Attendant
Service that includes submenus and pre-recorded announcements:
Automated Attendant Service Prompts
You have reached the City Zoo.
Para escuchar en español, marque los
[ * ] [ 1 ] ahora.
For admission charges, press [ 1 ].
For special events, press [ 2 ].
For group sales, press [ 3 ].
For travel directions, press [ 4 ].
If you know the extension of the person you
are calling, press [ 8 ] and dial that person’s
extension.
Or stay on the line for operator assistance.
Caller Response
Caller ignores the Spanish
prompt to press [ * ] [ 1 ]—
prompts are played in English.
Caller presses [ 4 ] to get
directions—the directions
submenu plays.
If you are coming by subway, press [ 1 ].
If you are coming by bus, press [ 2 ].
If you are coming by car, press [ 3 ].
Caller presses dialpad
buttons in response to the
prompts.
After the caller selects the mode of transportation from the submenu, the next
menu level might ask the caller to enter the direction he or she is coming from
and would then play an announcement containing the requested directions.
System Services and Features
1-9
Overview
This multilevel menu approach is useful for many businesses and agencies,
such as banks, insurance agencies, post offices, and department stores. For
example, Automated Attendant Service could be used in the banking
business. A multilevel menu allows clients to select recordings of specific
information they need, such as current loan, mortgage, or savings account
interest rates; speak directly to a loan officer or account manager; or wait for
an available customer service representative.
The menu allows bank employees to handle banking transactions instead of
being tied up reciting repetitive information. In a business like this, the
Automated Attendant Service should always be programmed to allow the
caller to stay on the line or enter an extension to reach an employee.
RECOMMENDATION:
Callers may get confused if presented with more than 3 levels of menus
or more than 5 options on a menu. Although the MERLIN MAIL—ML
system lets you create up to 99 menus and up to 9 options on each
menu, it is recommended that you limit the number of menu levels to 3
and the number of options on each menu to 5. Also, remind callers from
each menu that they can get assistance by dialing 0 (zero).
Call Handling Methods
Automated Attendant Service can be set to handle calls in one of the following
ways:
1-10
■
Immediate Call Handling, which also allows Fax Call Handling
■
Delayed Call Handling
■
Night Only Call Handling, which also allows Fax Call Handling with
MERLIN LEGEND Release 2.0 and later releases.
System Services and Features
Overview
Immediate Call Handling
With Immediate Call Handling, Automated Attendant Service answers all
incoming calls, both day and night. If the MERLIN MAIL—ML system is busy
and does not answer the call, additional calls (called overflow calls) will ring at
the system operator’s phone, as shown in Figure 1-2.
MERLIN LEGEND
Control Unit
Central Office Lines
If the MERLIN MAIL—ML system
does not answer
MERLIN MAIL—-ML System
Calls go
to System Operator
Figure 1-2. MERLIN MAIL—ML System as Immediate Call Handler
Immediate Call Handling plays either your company’s day greeting and
menus or the night greeting and menus, based on the time of the call and the
schedule set up. If you want most callers to be handled by the Automated
Attendant Service, use Immediate Call Handling.
System Services and Features
1-11
Overview
Delayed Call Handling
With Delayed Call Handling, external calls ring immediately at the MERLIN
LEGEND system operator’s console, both day and night. If the system
operator does not answer, calls automatically go to Automated Attendant
Service, as shown in Figure 1-3.
MERLIN LEGEND
Control Unit
Central Office Lines
If the system operator does
not answer
System Operator
Calls go to the
MERLIN MAIL—ML System
Figure 1-3. MERLIN MAIL—ML System as Delayed Call Handler
With Delayed Call Handling, like Immediate Call Handling, Automated
Attendant Service plays either your company’s day greeting and menus or the
night greeting and menus, based on the time of the call and the schedule set
up.
1-12
System Services and Features
Overview
If you want most calls handled by the system operator, use Delayed Call
Handling. If the system operator is busy or does not answer, the calls are
handled by the MERLIN MAIL—ML system.
Night Only Call Handling
With Night Only Call Handling, the Automated Attendant Service answers
external calls only when the MERLIN LEGEND system is in Night Service. To
use Night Only Call Handling, you must use MERLIN LEGEND Night Service.
During the day, calls ring at the system operator’s console. With Night Only
Call Handling, the Automated Attendant Service plays your company’s night
greeting, menus, and announcements when the MERLIN LEGEND system is
in Night Service. The day greeting, menus, and announcements are not
played.
If you want callers to receive the Automated Attendant Service only when your
business is closed, use Night Only Call Handling.
Fax Call Handling
Automated Attendant Service can be set up to recognize incoming fax calls
from machines that produce industry-standard fax (CNG) tones and transfer
the calls to a designated fax extension. The sending fax machine must send
industry-standard fax (CNG) tones for the Automated Attendant Service to
recognize the call automatically as a fax call. With Fax Call Handling, your
company may not need a separate telephone line for its fax machine—callers
can dial the same number for voice and fax calls.
Fax Call Handling can be combined with Immediate Call Handling. In
addition, Fax Call Handling can be combined with Night Only Call Handling
for MERLIN LEGEND Release 2.0 or later releases. Fax Call Handling cannot
be combined with Delayed Call Handling because the sending machine will
stop sending the fax (CNG) tone and hang up after 35 seconds.
System Services and Features
1-13
Overview
Automated Attendant Service Scheduling
You can set up Automated Attendant Service to provide different greetings,
menus, and announcements for calls received when your company is open for
business and when it is closed. For calls received during scheduled business
hours, Automated Attendant Service plays the day greeting, menus, and
announcements; for calls received after scheduled business hours,
Automated Attendant Service plays the night greeting, menus, and
announcements.
The Automated Attendant Service uses the Night Service schedule from your
MERLIN LEGEND system, or a separate schedule you set up for the MERLIN
MAIL—ML system, to determine whether your company is open or closed at
the time of a call.
RECOMMENDATION:
Use the MERLIN LEGEND Night Service feature to administer the
schedule and set every day to closed on the MERLIN MAIL—ML
business schedule. In this way, the MERLIN LEGEND system controls
the MERLIN MAIL—ML schedule.
It is not recommended to use the MERLIN MAIL—ML business schedule
to enter your company’s normal hours of operation if you also use the
MERLIN LEGEND Night Service feature. When you use both, the
schedules can contain different information and there can be undesired
interactions between the schedules.
When the MERLIN LEGEND system begins or ends Night Service, it
sends a command to the MERLIN MAIL—ML system causing the
MERLIN MAIL—ML system to go into night or day mode. The commands
sent by the MERLIN LEGEND system will override the business schedule
set on the MERLIN MAIL—ML system.
For example, if the MERLIN MAIL—ML business schedule is
programmed to be in day mode from 8 a.m. to 6 p.m., but the MERLIN
LEGEND begins Night Service at 4 p.m., then the MERLIN MAIL—ML
system will prematurely go into night mode at 4 p.m. instead of at 6 p.m.
1-14
System Services and Features
Overview
Administering the Schedule Using
MERLIN LEGEND Night Service
The MERLIN LEGEND system notifies the MERLIN MAIL—ML system when
MERLIN LEGEND Night Service begins and ends. When the MERLIN
MAIL—ML system is notified that Night Service is on, the Automated
Attendant Service plays the night greeting, menus, and announcements.
When the MERLIN MAIL—ML system is notified that Night Service is off, the
Automated Attendant Service plays the day greeting, menus, and
announcements.
There are three ways that the MERLIN MAIL—ML system can be notified when
MERLIN LEGEND Night Service begins and ends:
■
Night Service with Time Set — On the MERLIN LEGEND system,
you set up a schedule that specifies when Night Service begins and
ends. The MERLIN LEGEND system notifies the MERLIN MAIL—ML
system automatically whenever the MERLIN LEGEND system goes
into or out of Night Service.
■
Night Service with Group Assignment — The MERLIN LEGEND
system notifies the MERLIN MAIL—ML system that Night Service is
on when all system operator positions have activated Night Service.
The MERLIN LEGEND system notifies the MERLIN MAIL—ML
system that Night Service is off when one system operator position
has deactivated Night Service.
■
Night Service with Outward Restriction — The MERLIN LEGEND
system notifies the MERLIN MAIL—ML system when Night Service
goes on and off when one operator activates or deactivates Night
Service.
NOTE:
If you use Night Only Call Handling, the Automated Attendant Service is
only available when the MERLIN LEGEND Night Service feature is on.
For more information on the MERLIN LEGEND Night Service feature, see your
MERLIN LEGEND documentation.
System Services and Features
1-15
Overview
Administering the Schedule Using the
MERLIN MAIL—ML Business Schedule
The MERLIN MAIL—ML business schedule can be used to enter your
company’s hours of operation and any temporary changes to the schedule.
Use the MERLIN MAIL—ML business schedule to enter your normal hours of
operation only if you are not using the MERLIN LEGEND Night Service feature.
You must use the MERLIN MAIL—ML business schedule to enter temporary
changes to the schedule. You can enter special hours for a day up to a week
in advance. You can also set the current day to open or closed.
Voice Mail Service
The MERLIN MAIL—ML system’s Voice Mail Service (also called Voice Mail)
lets subscribers:
1-16
■
Listen to messages from non-subscribers and other subscribers.
■
Record their own personal greetings and names.
■
Forward a received message to one or more subscribers, with
additional comments, if desired.
■
Assign their own passwords, which they can change to ensure that
messages are kept confidential.
■
Create a message and send it to one or more subscribers.
■
In bilingual mode, listen to Voice Mail Service prompts in the
language they prefer.
■
Designate a telephone number or pager/beeper that is notified
when a new message arrives in the subscriber’s mailbox.
Voice Mail Service
Overview
Addressing Voice Mail
Voice Mail provides the following methods of addressing (sending) voice mail
messages to subscriber mailbox(es):
■
Subscriber extension number (voice mailbox number)
■
Voice mailbox name (directory listing)
■
Pre-designated group of subscribers (Group List)
■
Broadcast message to all subscribers (system administrator only)
Addressing Voice Mail by Extension Number
If the sender knows the recipient’s extension number (voice mailbox number),
a voice mail message can be addressed by entering the recipient’s extension
number and [ # ]. Voice Mail ensures that the mail is addressed correctly by
playing back the subscriber’s name after the extension number is entered.
The sender can then delete the extension if it is not correct.
Once all the recipients’ extension numbers have been entered, the sender
enters [ * ] [ # ] to send the message.
Addressing Voice Mail by Voice Mailbox Name
Subscribers who want to send a voice mail message may not always know the
extension number of the message recipient. The MERLIN MAIL—ML system
lets these subscribers address voice mail messages by accessing the
directory of subscribers’ voice mailbox names and selecting the message
recipient(s) from the directory. The directory can be organized by first or last
name.
The directory is accessed by pressing [ * ] [ A ] (numeric equivalent, [ * ] [ 2 ]) after
hearing the system prompt to enter the extension number. The message
recipient is then selected by entering the first four letters of the recipient’s
name. If only a single name matches the letters entered, Voice Mail Service
addresses the message to the corresponding subscriber. If more than one
name matches the letters entered, Voice Mail plays the corresponding
subscriber names in groups of five and prompts the sender to select the
correct name.
Voice Mail Service
1-17
Overview
Addressing Voice Mail to a Group List
There are times when a subscriber wants to send the same voice mail
message to more than one subscriber. Rather than dialing each subscriber’s
extension to address a message, Voice Mail Service lets the system
administrator set up a Group List (list of voice mailbox numbers) that
subscribers can use to address messages to more than one subscriber by
entering the appropriate Group List number.
This feature is useful in many different situations as shown in the following
examples:
■
A sales manager can send a single message to a group of
salespeople who are often traveling and hard to reach by telephone.
■
A faculty department chairperson can send a message to
department members, not all of whom are on campus on the same
day.
■
A hospital or plant administrator can send a message to a group of
employees working on different shifts.
Addressing Voice Mail to All Subscribers (Broadcast Message)
Sometimes information needs to be sent to all MERLIN MAIL—ML
subscribers. The system administrator can use the Voice Mail Service
Broadcast Message feature to send a message to all subscribers at one time
instead of addressing the message by entering all extension numbers or
creating a group list containing all subscribers.
NOTE:
Broadcast messages are delivered immediately to subscribers’ voice
mailboxes, however, message waiting indicators are not lit until 3 a.m.
for these messages. Also, subscribers do not receive Outcalling
notification for broadcast messages. If you want Outcalling notification
or if you want the message-waiting indicators to light immediately,
address the message using Group List numbers, extension numbers, or
mailbox names, instead of using the Broadcast feature.
1-18
Voice Mail Service
Overview
Outcalling
The MERLIN MAIL—ML system’s Outcalling feature can dial a designated
telephone number or pager/beeper and notify a subscriber that a new
message has arrived in the subscriber’s voice mailbox.
Outcalling is particularly useful because it immediately calls the
subscriber-designated car phone, pager/beeper service, or telephone, and
tells him or her that there is a new message in the mailbox. Subscribers who
use Outcalling know that they will get their messages whether they are at their
desk, on the road, or at an alternate work location.
If the designated Outcalling number is a telephone number, when a
subscriber gets a new message, MERLIN MAIL—ML dials the Outcalling
number and delivers the following message:
“This is MERLIN MAIL. You have a new message. To access your new
message, enter extension and [ # ]. To avoid further notification about this
message, press [ * ] [ # ].”
For pager/beeper calls, MERLIN MAIL—ML does not play this message.
The MERLIN MAIL—ML system dials the designated outcalling number up to
5 times, once every 30 minutes until the subscriber logs in or cancels
Outcalling for that message by pressing [ * ] [ # ] during the Outcalling message
call. If the subscriber does not log in or cancel Outcalling for that message
within 5 dialing attempts, the MERLIN MAIL—ML system waits until a new
message is left for the subscriber before outcalling again.
Using a touch-tone phone, subscribers with the Outcalling feature can retrieve
their messages, change their Outcalling number, and turn Outcalling on or off
as necessary.
To set up Outcalling, the following parameters must be set:
■
The system administrator must assign a Class of Service (COS) to
the subscriber’s mailbox that permits Outcalling. To avoid toll
abuse, strictly control mailboxes that have Outcalling privileges.
Voice Mail Service
1-19
Overview
■
The subscriber must turn Outcalling “on.”
■
The subscriber must specify an Outcalling number. For a
pager/beeper, a call-back number can be programmed as part of
the Outcalling number.
NOTE:
Before you use Outcalling, its is strongly recommended that you read
“Security of Your System — Preventing Toll Fraud” in your MERLIN
LEGEND documentation.
Call Answer Service
The MERLIN MAIL—ML system’s Call Answer Service allows callers to leave
messages or transfer to another extension when the extension called is busy
or does not answer. When a message is left, Call Answer Service deposits the
message in the subscriber’s voice mailbox, then lights the message-waiting
indicator on the subscriber’s phone. If the subscriber has Outcalling turned
on, the MERLIN MAIL—ML system will also place a call to the specified
Outcalling number.
In addition to acting as an answering machine, Call Answer Service enables
callers to perform any of the following actions:
1-20
■
Press [ 0 ] (zero) for the system operator.
■
Transfer to another extension by dialing [ * ] [ T ] (or [ * ] [ 8 ]) before or
after leaving a message.
■
Review and edit messages before depositing them in the
voice mailbox.
■
Leave messages in the General Mailbox if the subscriber’s voice
mailbox is full.
Call Answer Service
Overview
■
If the MERLIN MAIL—ML system has been set up for bilingual
operation, callers hear the subscriber’s personal greeting in the
language administered for the voice mailbox. Callers can choose to
hear the personal greeting and all other prompts in the alternate
(secondary) language by pressing [ * ] [ 1 ].
Guest Mailboxes
You can set up Guest Mailboxes so that Voice Mail users who do not have
their own extension, such as temporary workers, contract workers, and
consultants, can receive messages from subscribers and non-subscribers.
MERLIN MAIL—ML System
Configurations
The MERLIN MAIL—ML system is available in two configurations: the two-port
configuration uses a single voice processing card and the four-port
configuration uses two voice processing cards. The ports of a voice
processing card connect to a Basic Telephone (012) Module in the MERLIN
LEGEND system. Each MERLIN MAIL—ML port can support multiple services:
Automated Attendant Service, Call Answer Service, and Voice Mail Service.
Either MERLIN MAIL—ML configuration can store approximately four hours of
messages.
The MERLIN MAIL—ML system can be upgraded from a two-port system to a
four-port system. Contact your AT&T representative or authorized dealer for
more information.
A separate Remote Maintenance Device (RMD) is included with the MERLIN
MAIL—ML unit. This device is used for remote maintenance and diagnostic
services by AT&T or authorized service personnel. The RMD is connected to a
port on a Basic Telephone (012) Module.
MERLIN MAIL—ML System Configurations
1-21
Overview
Subscribers’ Responsibilities
Before programming the MERLIN MAIL—ML system, subscribers should be
designated to serve in the following support roles:
■
System administrator
■
System operator
■
General Mailbox owner
System Administrator
The system administrator is responsible for making these routine changes to
the system:
■
Maintaining voice mailboxes
Besides adding and deleting voice mailboxes, the system
administrator is responsible for resetting voice mailbox
passwords if subscribers forget them, changing subscribers’
mailbox language, and changing the mailbox’s Class of Service
which determines Outcalling permissions, call transfer
permissions, message length, and storage space.
■
Changing greetings, menus, and announcements
Changes in personnel, your company’s operations, or your
company’s services may require changes to Automated
Attendant Service greetings, menus, and announcements.
■
Maintaining the business schedule
Holidays and temporary company closings or openings must be
entered to ensure the proper Automated Attendant greetings and
menus are played during these times.
■
Maintaining Group Lists for use by subscribers
The system administrator can create, update, or delete a Group
List. The system administrator is also responsible for informing
subscribers of any changes to Group Lists.
1-22
Subscribers’ Responsibilities
Overview
■
Maintaining system parameters
Changes in personnel or telephone configuration may require
changes to some of the system parameters, such as the fax
extension, system operator extension, or system administrator’s
mailbox.
■
Broadcast messages to all subscribers
The system administrator is the only subscriber able to use the
Broadcast feature to send messages.
■
Resolving problems with the MERLIN MAIL—ML system
If users experience problems with the MERLIN MAIL—ML
system, they can send a message reporting the problem to the
Trouble Mailbox. The system administrator is responsible for
responding to the messages left in the Trouble Mailbox.
When a message is sent to the Trouble Mailbox, the
message-waiting indicator lights on the MERLIN MAIL—ML
system administrator’s telephone.
System Operator
The person designated as the system operator has primary responsibility for
answering calls in the following situations:
■
If Delayed Call Handling is used, the system operator is expected to
handle all calls. The MERLIN MAIL—ML system serves as
a backup to the system operator.
■
If Immediate Call Handling is used, the system operator handles
calls when the MERLIN MAIL—ML system is busy and cannot
answer the call.
■
The system operator answers calls if the Automated Attendant
Service is set up to transfer calls to the system operator when a
caller presses [ 0 ] (zero) or does not press any dialpad buttons.
Subscribers’ Responsibilities
1-23
Overview
■
The system operator answers if Call Answer Service is set up to
transfer calls to the system operator when a caller presses [ 0 ]
(zero).
General Mailbox Owner
Messages are sent to the General Mailbox in the following situations:
■
Messages can not be delivered to a subscriber’s voice mailbox
because the subscriber’s voice mailbox is full.
■
Automated Attendant Service is set up to transfer calls to the
General Mailbox when a caller presses [ 0 ] (zero) or does not press
any dialpad buttons.
■
Automated Attendant Service attempts to transfer a call to a busy
extension that does not have a voice mailbox.
The person designated as the General Mailbox owner forwards the messages
from the General Mailbox to the intended recipient. The recipient must be a
voice mail subscriber. If a message is left in the General Mailbox for a person
who is not a subscriber, the General Mailbox owner will need to deliver the
message to the person in some other way.
A copy of the instructions for forwarding General Mailbox messages should
be given to the person designated as the General Mailbox owner. These
instructions are included at the back of this guide.
1-24
Subscribers’ Responsibilities
Overview
Preparing for System Administration
Before you begin administering the MERLIN MAIL—ML system, read this
section for guidelines for using the MERLIN MAIL—ML system.
Planning Forms
When you change the MERLIN MAIL—ML system, it is important to update the
MERLIN MAIL—ML planning forms before making programming changes to
the system. At the start of each procedure in this guide, the required MERLIN
MAIL—ML planning form is identified.
Changes in selected system parameters or the MERLIN MAIL—ML system set
up may require a complete replanning of the MERLIN MAIL—ML system
which may, in turn, require changes in the MERLIN LEGEND system. See the
MERLIN MAIL—ML Planning Guide and Forms for more information on the
MERLIN LEGEND system settings that will affect the MERLIN MAIL—ML
system planning.
Preparing for System Administration
1-25
Overview
Accessing the MERLIN MAIL—ML System
You must first log in to the MERLIN MAIL—ML system before you can perform
any MERLIN MAIL system administration programming tasks.
To log in to the MERLIN MAIL system:
1.
Enter MERMAIL (the MERLIN MAIL—ML Calling Group extension).
The MERLIN MAIL Voice Mail greeting plays.
2.
Enter the system administrator’s EXTENSION followed by [ # ].
The Password prompt plays.
NOTE:
Until you change it, the system administrator extension is
[ 9 ] [ 9 ] [ 9 ] [ 7 ].
3.
Enter your PASSWORD followed by [ # ].
The system administrator's name plays, then the Voice Mail Activity Menu
plays.
NOTE:
Until you change it, the system administrator’s password is
[ 1 ] [ 2 ] [ 3 ] [ 4 ]. It is strongly recommended that you change the
system administrator’s password from the default to help maintain
system security.
1-26
Preparing for System Administration
Overview
Helpful Hints
After you become familiar with the MERLIN MAIL—ML system, the following
hints and shortcuts can save you time:
■
The MERLIN MAIL—ML system can be programmed from any
touch-tone phone.
■
You never need to wait for a greeting or a prompt to play before
dialing the next step. To save time in the instructions, you can dial
ahead (go to the next step) before a menu or system response
completes playing. You must, however, perform each step in the
instructions.
■
Entering [ * ] [ 7 ] at any point during system programming always
brings you back to the System Administration Main Menu.
■
Entering [ * ] [ * ] [ 9 ] exits the system. (You can also hang up.)
■
Use the handset to record messages, greetings, names, menus,
and announcements. The speakerphone is not recommended for
making recordings.
■
If you are using a speakerphone, turn off your speakerphone’s
microphone when programming the system.
■
When calling the MERLIN MAIL—ML system from your own MERLIN
LEGEND system extension, you do not have to enter your extension
number during Iogin. Simply enter [ # ] when the following prompt
plays:
“Please enter extension and [ # ] sign.”
■
Though you can set your mailbox for no password checking, to
maintain a more secure telephone system and reduce the
possibility of toll fraud, it is strongly recommended that neither the
system administrator nor other subscribers eliminate MERLIN
MAIL—ML passwords.
Helpful Hints
1-27
Overview
Administration Menu Structure
The MERLIN MAIL—ML administration menus (shown in Figure 1-4) allow you
to change programmable information such as greetings that callers hear,
menu options played to callers, the system business schedule, subscriber
mailbox information, and so on. You log in to the Voice Mail Service as the
system administrator to access the administration menus. Other system
subscribers cannot access these menus.
Voice Mail
Service
Enter System
Administrator
extesnsion + #
Enter System
Administrator
password + #
Administration
Main Menu
9
System
Parameters
Figure 1-4.
1-28
Schedule
Automated
Attendant
Mailboxes
Administration Menu Structure
Administration Menu Structure
Group
Lists
System
Greetings
Overview
Guide to the Instructions
Refer to the following table for a list of System Administration Menu items, the
tasks under each, and the corresponding chapter number.
Menu Item
Tasks
Chapter
System Parameters
Change port allocation
Change delayed answer setting
Program fax extension
Change system operator’s extension
Change General Mailbox owner
Change system administrator’s extension
Change the maximum number of digits
in an extension
Change system language
2
Schedule
Change Weekly Business Schedule
Make Temporary Schedule Changes
3
Automated Attendant
Service
Change Day/Night Main Menu
Change submenus
Change announcements
Change Touch-Tone Gate setting
4
Mailboxes
Add, change, and delete voice mailboxes 5
Change voice mailbox Class of Service
Reset voice mailbox password
Change voice mailbox Ianguage
Group Lists
Scan, create, modify, and delete
Group Lists
Send messages using Group Lists
Send messages using Broadcast
6
System Greetings
Change Voice Mail Greeting
Change Automated Attendant Greeting
7
Guide to the Instructions
1-29
Changing System
Parameters
2
Administration
Main Menu
System
Parameters
Port
Allocation
Delayed
Answer
Fax
Extension
Operator
Extension
General
Mailbox
Owner
System
Administrator
Mailbox
Maximum
Digit
Length
System
Language
Figure 2-1. System Parameters Menu Structure
Once the MERLIN MAIL—ML system has been installed and operating for a
while, some system parameters, such as fax extension, system operator
extension, General Mailbox owner, or system administrator mailbox, may need
to change as the result of personnel or telephone configuration changes.
2-1
Changing System Parameters
Figure 2-1 shows the menu structure used to change these system
parameters. The instructions for changing these parameters are provided on
the pages that follow.
Changes to other system parameters, such as port allocation, delayed answer
setting, maximum digit length, and system language require more planning
effort. These procedures are included here for completeness. For information
on planning for and installing the MERLIN MAIL—ML system, see the
following documents:
■
MERLIN MAIL—ML Planning Guide and Forms
■
MERLIN MAIL—ML Installation, System Programming and
Maintenance
Changing MERLIN MAIL—ML
Port Allocation
Port allocation determines which service is assigned for external calls to the
MERLIN MAIL—ML ports. The MERLIN MAIL—ML ports may be assigned
Automated Attendant Service (AA) or Call Answer Service (CA), or on a 4-port
system, the MERLIN MAIL—ML ports can be split between the two services.
2-2
■
The factory setting allocates all ports to Automated Attendant
Service.
■
Update the port allocation on MERLIN MAIL—ML Form A: System
Parameters.
Changing MERLIN MAIL—ML Port Allocation
Changing System Parameters
■
Guidelines for port allocation:
— All ports Automated Attendant Service
You want external callers to get the Automated Attendant
Service. If the external callers want to use Voice Mail, they dial
[ * ] [ 7 ] and are then prompted to log in to Voice Mail. Whether
external callers need direct access to Voice Mail depends on
the nature of your business. If your external callers will use
Voice Mail occasionally, assign the Automated Attendant
Service to all MERLIN MAIL—ML ports.
— All ports Call Answer Service
You do not need Automated Attendant Service and you want all
external calls answered by the MERLIN MAIL—ML system to
get Voice Mail Service directly (external callers do not have to
dial [ * ] [ 7 ] to access Voice Mail). In this case, assign Call
Answer Service to all ports.
— Split Allocation (4-port system only) with Automated Attendant
Service assigned to ports 1 and 2, and Call Answer Service
assigned to ports 3 and 4.
Use split allocation only if you want Automated Attendant
Service to answer some lines; on other lines, you want external
callers to get Voice Mail Service directly. Calls on lines
answered by ports 1 and 2 will get Automated Attendant
Service and callers must dial [ * ] [ 7 ] to access Voice Mail
Service; calls on lines answered by ports 3 and 4 get Voice Mail
Service directly.
Special installation steps are required for the split allocation
configuration. Contact your AT&T representative or authorized
dealer for assistance.
Changing MERLIN MAIL—ML Port Allocation
2-3
Changing System Parameters
To change the port allocation, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the MERLIN MAIL—ML system.
The System Administration Menu plays.
3.
[ 1 ] for System Parameters.
The System Parameters Menu plays.
4.
[ 2 ] to specify port allocation.
The current port allocation plays, followed by the Port Allocation Menu.
5.
Select one of the following options:
—
[ 1 ] to allocate all ports to Automated Attendant Service
(AA—factory setting).
—
[ 2 ] to allocate all ports to Call Answer Service (CA—use only
when your business does not want Automated Attendant
Service but wants outside callers to access Voice Mail Service
directly).
—
[ 3 ] to split allocation (2 ports AA, 2 ports CA). Split allocation is
available for 4-port systems only. Ports 1 and 2 are assigned
Automated Attendant Service. Ports 3 and 4 are assigned Call
Answer Service.
The system plays the new port allocation, followed by the System
Parameters Menu.
—
[ * ] [ # ] to keep the current port allocation.
The System Parameters Menu plays.
2-4
Changing MERLIN MAIL—ML Port Allocation
Changing System Parameters
Changing the Delayed Answer
Setting
With No Delayed Answer (Immediate Answer), designated MERLIN MAIL—ML
ports answer calls immediately (after one ring). With Delayed Answer,
designated MERLIN MAIL—ML ports answer calls after four rings.
The factory setting is No Delayed Answer (Immediate Answer) on all ports.
RECOMMENDATION:
Although you can change the Delayed Answer settings, it is
recommended that you leave them at the factory setting.
To confirm or change the Delayed Answer setting, follow the instructions
below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the MERLIN MAIL—ML system.
The System Administration Menu plays.
3.
[ 1 ] for System Parameters.
The System Parameters Menu plays.
4.
[ 3 ] to administer the Delayed Answer setting.
The system plays back the current Delayed Answer setting, followed by the
Delayed Answer Administration Menu.
5.
Do one of the following actions:
— If the setting is correct, press [ * ] [ # ] to return to the System
Parameters Menu. This procedure is complete.
— If the setting is incorrect, go to Step 6.
Changing the Delayed Answer Setting
2-5
Changing System Parameters
6.
Select one of the following options:
—
[ 1 ] to set all ports to Delayed Answer.
—
[ 2 ] to set Automated Attendant Service ports to Delayed Answer.
—
[ 3 ] to set Call Answer Service ports to Delayed Answer.
—
[ 4 ] to set all ports to No Delayed Answer (Immediate Answer).
The system plays back the new Delayed Answer setting, followed by the
System Parameters Menu.
Adding, Changing, or Deleting
a Fax Extension
If Automated Attendant Service has been set up for Fax Call Handling, and
the Touch-Tone Gate is on, the MERLIN MAIL—ML system can automatically
recognize fax calls from fax machines that produce industry-standard fax
(CNG) tones and direct them to the correct fax extension or fax calling group.
To receive fax calls from fax machines that do not produce industry-standard
fax (CNG) tones, see Appendix B.
■
Update the fax extension on MERLIN MAIL—ML Form A: System
Parameters.
To add, change, or delete a fax extension, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 1 ] for System Parameters.
The System Parameters Menu plays.
4.
2-6
[ 4 ] to change the fax extension.
Adding, Changing, or Deleting a Fax Extension
Changing System Parameters
The current fax extension plays, followed by a prompt to enter the fax
extension number.
5.
Choose one of the following actions:
— [ 0 ] followed by [ # ] to delete the fax extension.
The system confirms that there is no fax extension, then plays the
System Parameters Menu.
— Enter the new extension followed by [ # ] to add or change the fax
extension.
The new fax extension number plays, along with the message “The
Touch-Tone Gate is on.” The system then plays the System Parameters
Menu.
— [ * ] [ # ] to keep the current setting.
The System Parameters Menu plays.
Changing the System
Operator Extension
Calls are answered at the system operator’s extension when the
Dial 0/Timeout Action is set to “transfer to system operator.”
■
The factory setting is 768.
■
Update the system operator’s extension on MERLIN MAIL—ML
Form A: System Parameters.
In most dial plans 768 is an invalid extension. Leave the setting at 768 or set
it to another invalid extension, if you want Dial 0/Timeout calls directed to the
first operator console on the MERLIN LEGEND system. External calls
transferred by the MERLIN MAIL—ML system to the system operator’s Direct
Line Console (DLC) ring on a line button (in Key mode), not on an intercom
button; in Hybrid/PBX mode, calls ring on a line button. If the System
Operator has a Queued Call Console, calls ring on a Call button.
Changing the System Operator Extension
2-7
Changing System Parameters
If you want Dial 0/Timeout calls directed to an extension other than the first
operator console on the MERLIN LEGEND system, enter that extension as the
system operator’s extension.
RECOMMENDATION:
Leave the factory setting 768, or choose another invalid extension if 768
is used in your dial plan. To verify that an extension is invalid, while
listening to the intercom dial tone, dial the extension. If you hear an
intercept (warble) tone, the extension is invalid, and can be used as the
MERLIN MAIL—ML system operator’s extension.
To change the system operator’s extension, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 1 ] for System Parameters.
The System Parameters Menu plays.
4.
[ 5 ] to change the system operator’s extension.
The current system operator’s extension plays, followed by a prompt to enter
the system operator’s extension number.
5.
Enter one of the following options:
— Enter the new extension followed by [ # ].
The new system operator’s extension number plays, followed by the
System Parameters Menu.
— [ * ] [ # ] to keep the current setting.
The System Parameters Menu plays.
2-8
Changing the System Operator Extension
Changing System Parameters
Changing the General
Mailbox Owner
Callers can leave a message in the General Mailbox under any of these
conditions:
■
The caller cannot reach a subscriber and the subscriber’s voice
mailbox is full.
■
The Dial 0/Timeout Action is set to “record a message in the
General Mailbox” and one of the following actions occurs:
— The caller receives the Automated Attendant Service or Call
Answer Service and dials 0 (zero).
— The caller is using a rotary phone, receives Automated
Attendant Service and stays on the line.
■
The caller tries to transfer to a busy extension that does not have a
mailbox.
The General Mailbox owner is responsible for forwarding messages left in the
General Mailbox to the intended recipient. When a message is left in the
General Mailbox, the message-waiting indicator on the General Mailbox
owner’s phone lights.
The General Mailbox owner can also have a personal voice mailbox, like any
other subscriber. If you assign a subscriber as the General Mailbox owner,
the message-waiting indicator on the subscriber’s phone lights whenever
there are messages in either the subscriber’s personal voice mailbox or the
General Mailbox. The subscriber must check his or her own voice mailbox
and the General Mailbox whenever the message-waiting indicator is “On. ”
When all messages have been deleted from the General Mailbox and the
subscriber’s own mailbox, the MERLIN MAIL—ML system turns off the
message-waiting indicator at the subscriber’s phone.
■
The mailbox number of the General Mailbox is 9999. This number
can not be changed.
Changing the General Mailbox Owner
2-9
Changing System Parameters
■
The General Mailbox owner is not required to have a personal
mailbox.
■
The factory setting for the General Mailbox owner is extension 10
with password 1234. Both of these settings can be changed. To
change the owner for the General Mailbox, use the following
procedure. To change the password, log in as the General Mailbox
owner, press [ 5 ] to change the password, then follow the prompts.
■
Update the General Mailbox owner on MERLIN MAIL—ML Form A:
System Parameters.
To change the owner of the General Mailbox, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 1 ] for System Parameters.
The System Parameters Menu plays.
4.
[ 6 ] to change the owner of the General Mailbox.
The current General Mailbox owner’s extension plays, followed by a prompt
to enter the new General Mailbox owner’s number.
5.
Enter one of the following options:
— New extension followed by [ # ].
The General Mailbox owner’s extension number plays, followed by the
System Parameters Menu.
— [ * ] [ # ] to keep the current General Mailbox owner.
The System Parameters Menu plays.
2-10
Changing the General Mailbox Owner
Changing System Parameters
Changing the System
Administrator’s Voice Mailbox
To administer the MERLIN MAIL—ML system, you must log in to the system
administrator’s voice mailbox. You can change the system administrator’s
voice mailbox from the factory setting to a subscriber’s voice mailbox.
■
The factory setting for the system administrator is mailbox 9997 and
password 1234.
■
Update the system administrator’s voice mailbox on MERLIN
MAIL—ML Form A: System Parameters.
To change the system administrator’s voice mailbox, follow the instructions
below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 1 ] for System Parameters.
The System Parameters Menu plays.
4.
[ 7 ] to change the system administrator’s voice mailbox.
The current system administrator’s voice mailbox number plays, followed by
a prompt to enter the system administrator’s extension number.
5.
Enter one of the following options:
— Enter the new extension followed by [ # ].
The new system administrator’s voice mailbox number plays, followed
by the System Parameters Menu.
— [ * ] [ # ] to keep the current setting.
The System Parameters Menu plays.
Changing the System Administrator’s Voice Mailbox
2-11
Changing System Parameters
Changing the Maximum Number
of Digits in an Extension
Changes to the MERLIN LEGEND dial plan can increase the number of digits
in extension numbers or calling groups. Change the MERLIN MAIL—ML
system’s maximum number of digits in an extension so that Automated
Attendant Service will begin to transfer calls when the number of digits
entered by the caller equals the maximum length.
■
The factory setting is 2 digits.
■
The maximum number of digits in an extension can be 2, 3, or 4.
■
Update the maximum number of digits in a MERLIN LEGEND
extension on MERLIN MAIL—ML Form A: System Parameters.
To change the maximum number of digits in an extension, follow the
instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the MERLIN MAIL—ML system.
The System Administration Menu plays.
3.
[ 1 ] for System Parameters.
The System Parameters Menu plays.
4.
[ 8 ] to specify the maximum length of an extension.
The current extension length plays.
2-12
Changing the Maximum Number of Digits in an Extension
Changing System Parameters
5.
Enter one of the following options:
— Enter the number of digits (2, 3, or 4).
The new maximum number of digits plays back, followed by the
System Parameters Menu.
— [ * ] [ # ] to keep the current setting.
The System Parameters Menu plays.
Changing the MERLIN
MAIL—ML Language Selection
If necessary, you can switch the MERLIN MAIL—ML system between
monolingual and bilingual modes, or change the system language selections
to one of the following settings:
■
For monolingual mode:
— English
— French
— Spanish
■
For bilingual mode:
— English as the primary language and French as the secondary
language
— English as the primary language and Spanish as the secondary
language
— French as the primary language and English as the secondary
language
— Spanish as the primary language and English as the secondary
language
■
For bilingual mode, callers hear the Automated Attendant greeting
and menus in the primary language. Callers press [ * ] [ 1 ] for the
secondary language.
Changing the MERLIN MAIL—ML Language Selection
2-13
Changing System Parameters
■
The factory setting is monolingual mode with English as the system
prompt language.
■
Update MERLIN MAIL—ML Form A: System Parameters with the
new language mode and language(s) supported.
■
If you change a language selection or switch from monolingual to
bilingual operation, record all greetings, menus, submenus, and
announcements in the new language.
NOTE:
If you decide to change from bilingual to monolingual mode, the MERLIN
MAIL—ML system retains greeting, menu, and announcement
recordings initially set up for bilingual mode. If you choose to return to
bilingual mode for the same languages, you can use the old recordings
regardless of which language is primary or secondary. However, if you
change to a different language combination, the system will need to be
reinitialized. For assistance, contact your AT&T representative or
authorized dealer.
To change the MERLIN MAIL—ML language selection, follow the instructions
below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the MERLIN MAIL—ML system.
The System Administration Menu plays.
3.
[ 1 ] for System Parameters.
The System Parameters Menu plays.
4.
[ 9 ] to program the system language.
The system tells you the current mode, then the system prompts you to
select monolingual or bilingual mode.
2-14
Changing the MERLIN MAIL—ML Language Selection
Changing System Parameters
5.
Select one of the following options:
— [ 1 ] to set up for monolingual operation.
— [ 2 ] to set up for bilingual operation.
The system plays the Language Selection Menu and prompts you to select
the system language (monolingual mode) or primary language (bilingual
mode).
6.
Select one of the following languages:
— [ 1 ] to select English
— [ 2 ] to select French
— [ 3 ] to select Spanish
If the MERLIN MAIL—ML system is set up for monolingual operation, the
system plays back the mode and language selected. Go to Step 8.
If you set up for bilingual operation, the system prompts you to enter the
secondary system language.
7.
(Bilingual Operation Only) Repeat Step 6 to select the secondary
system language.
The system plays back the mode and languages selected.
8.
Choose one of the following actions:
— [ * ] [ # ] to confirm your selection.
This procedure is complete. The system plays the System Parameters
Menu.
— [ 1 ] to re-enter the language selection.
Go back to Step 6.
Changing the MERLIN MAIL—ML Language Selection
2-15
Changing the Schedule
3
Administration
Main Menu
Schedule
Update
System Date
and Time
Weekly
Business
Schedule
Open or
Closed for
Today
Figure 3-1. Schedule Administration Menu Structure
Automated Attendant Service provides both day and night operation so that
callers hear the appropriate greeting and menu options whenever they call.
3-1
Changing the Schedule
The MERLIN MAIL—ML system switches to day or night mode automatically
when the MERLIN LEGEND system begins or ends Night Service, or by
comparing the time of day to the MERLIN MAIL—ML business schedule. It
also stamps each message with the date and time of recording.
Figure 3-1 shows the menu structure you use to reset the system date and
time, make temporary or permanent changes to your Weekly Business
Schedule, and make changes to the current day’s business hours.
Instructions for making these changes are included on the pages that follow.
Changing the System Date and Time
To change the system date and time, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 2 ] for the Schedule.
The Schedule Administration Menu plays.
4.
[ 1 ] to update the date and time.
The current date plays, then the system prompts you to enter the date.
NOTE:
To skip the date and change only the time, press [ # ] when the
date is requested.
3-2
Changing the System Date and Time
Changing the Schedule
5.
Enter the date in one of the following formats:
— If the system administrator’s mailbox language is English,
mmddyy (month day year).
— If the system administrator’s mailbox language is French or
Spanish, ddmmyy (day month year).
where:
mm
dd
yy
=
=
=
month, 01–12
day, 01–31
year, 00–99
The system plays back the date and asks you to confirm it by
pressing [ * ] [ # ] or re-enter it by pressing [ 1 ].
6.
Choose one of the following actions:
— [ * ] [ # ] to confirm the date.
The system plays the current time and prompts you to enter the time.
— [ 1 ] to re-enter the date. Go back to Step 5.
7.
Enter the time in hhmm format (hour minute).
— 24-hour format: 0000–2359
— 12-hour format: 0100–1259
— [ # ] to keep the current time.
NOTE:
If French is the system administrator’s mailbox language, you
must use the 24-hour format.
If the system administrator’s mailbox language is English or Spanish
and the number you enter is 0100–1259, the system prompts you to
enter one of the following settings as well:
— [ 1 ] for A.M.
— [ 2 ] for P.M.
Changing the System Date and Time
3-3
Changing the Schedule
The system plays back the time and asks you to confirm it by
pressing [ * ] [ # ] or re-enter it by pressing [ 1 ].
8.
Enter one of the following options:
— [ * ] [ # ] to confirm the time setting.
— [ 1 ] to re-enter the time. Go back to Step 7.
The Schedule Administration Menu plays.
Changing Your Company’s Schedule
The MERLIN MAIL—ML business schedule can tell the Automated Attendant
Service which days your company is open and the time it opens and closes
each day. The Automated Attendant Service uses this information to
determine when to switch from day mode to night mode, and which greeting
to present—the Day Greeting or the Night Greeting.
If you do not use the MERLIN LEGEND Night Service feature, you can
program a schedule for your company by setting the open and closed times
for each day of the week using the MERLIN MAIL—ML business schedule.
If you use MERLIN LEGEND Night Service, on the MERLIN MAIL—ML
business schedule, select the MERLIN MAIL— ML factory setting, “closed all
day.” With the MERLIN MAIL—ML business schedule set to “closed all day,”
the MERLIN LEGEND system controls when the MERLIN MAIL—ML system
switches from day mode to night mode.
If you set up Automated Attendant Service with Night Only Call Handling, you
must use MERLIN LEGEND Night Service and keep the MERLIN MAIL—ML
business schedule factory-setting “closed all day” to allow the MERLIN
LEGEND system and the MERLIN MAIL—ML system to stay synchronized.
RECOMMENDATION:
Use the MERLIN MAIL—ML Weekly Business Schedule factory setting,
“closed all day,” so that the MERLIN MAIL—ML system uses the MERLIN
LEGEND Night Service feature to control the schedule.
3-4
Changing Your Company’s Schedule
Changing the Schedule
To change your business schedule either permanently or for an upcoming
closing, see “Changing the Weekly Business Schedule” that follows. To
accommodate a change in the schedule for today, such as for an emergency
closing, see “Changing Today to Open or Closed” later in this chapter.
NOTE:
All schedule changes can also be programmed remotely from any
touch-tone phone.
Changing the Weekly Business Schedule
These are the most common reasons for changing your regular schedule:
■
A permanent change in your business hours
■
Holiday hours or a holiday closure
■
Special hours for a sale or promotion
If you do not use MERLIN LEGEND Night Service and you change your hours
of operation, you must change the business schedule accordingly. You will
need to reprogram the schedule for the days that changed.
When you program a temporary closing, the programming remains in effect
only for the day or days you specify; then the regular schedule resumes
automatically. You can program a temporary schedule change up to six days
in advance of a day with special hours. For example, on Monday you can
change the schedule for any day including the current day to the following
Sunday.
You can use the factory-set Temporary Closure Greeting, your regular
Automated Attendant Night Greeting, or you can create your own greeting for
a temporary closing. Use any on-or off-site touch-tone phone to program the
schedule and greeting changes.
Changing Your Company’s Schedule
3-5
Changing the Schedule
When changing the weekly business schedule, update MERLIN MAIL—ML
Form A: System Parameters, and follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 2 ] for the Schedule.
The Schedule Administration Menu plays.
4.
[ 2 ] to Program the Weekly Business Schedule.
The system prompts you to enter the day.
5.
Choose the appropriate day:
— [ 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
— [ * ] [ # ] to save any changes made and return to the Schedule
Administration Menu.
If you choose a day, the system prompts you to enter the mode of operation.
3-6
Changing Your Company’s Schedule
Changing the Schedule
6.
Choose one of the following options:
— [ 1 ] for “Open.” Skip to Step 13.
— [ 2 ] for “Closed.” Go back to Step 5 if there are additional days in
the schedule to be programmed; otherwise, skip to Step 16.
NOTE:
If you are programming the schedule for consecutive
days, press [ # ] to select the next day in the sequence.
— [ 3 ] for temporarily closed on the day selected. Go to Step 7.
The Closure Greeting Menu plays.
NOTE:
If you specify a temporary closing for today, the system
prompts you to confirm it. Press [ 9 ] for “Yes” or [ 6 ] for “No.”
— [ * ] [ # ] to quit.
Go back to Step 5.
7.
Choose one of the following greetings:
— [ 1 ] to use the regular closed greeting (that is your Automated
Attendant Service Night Greeting).
The system confirms that the business will be temporarily closed for the
chosen day(s), then prompts you to choose a day for programming. Go
back to Step 5.
— [ 2 ] to use a Temporary Closure Greeting.
The system plays the Temporary Closure Greeting Menu.
Changing Your Company’s Schedule
3-7
Changing the Schedule
8.
Choose an option:
— [ 1 ] to record a Temporary Closure greeting.
The system prompts you to record at the tone. Go to Step 9.
— [ 0 ] to listen to the current greeting.
The system plays the greeting, then plays the Temporary Closure
Greeting Menu.
— [ 2 ] to use the system default Temporary Closure greeting.
The system confirms that the system default greeting will be used, then
plays the Closure Greeting Menu. Press [ * ] [ # ] to quit.
The system prompts you to choose a day for programming. Go back
to Step 5.
— [ * ] [ # ] to quit.
The system states the changes made and prompts you to choose a
day for programming. Go back to Step 5.
9.
Record the greeting.
— The greeting is limited to 10 seconds—make the greeting as
brief as possible.
— In bilingual mode, your greeting must include information in
both the primary and secondary languages within 10 seconds.
10.
[ 1 ] after recording the greeting.
The system plays the Message Recording Menu.
3-8
Changing Your Company’s Schedule
Changing the Schedule
11.
Select an option:
— [ 2 ] [ 3 ] to play back the new greeting.
— [ 2 ] [ 1 ] to re-record the new greeting. Go to Step 9.
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the new greeting and use the
previous greeting.
The message “Deleted” plays then the Temporary Closure Greeting
Menu plays.
12.
[ * ] [ # ] to approve the greeting.
The message “Approved. This new greeting will be used.” plays. Then, the
Temporary Closure Greeting Menu plays. Go back to Step 8.
13.
Enter the opening time in hhmm format (hours minutes).
—
24-hour format: 0000–2359
—
12-hour format: 0100–1259
The system plays back the time entered.
NOTE:
If French is the system administrator’s mailbox language, you
must use the 24-hour format.
If you enter 0100–1259, enter one of these settings in response to the
prompt:
— [ 1 ] for A.M.
— [ 2 ] for P.M.
The system prompts you to enter the closing time.
14.
Enter the closing time in hhmm format.
—
24-hour format: 0000–2359
— 12-hour format: 0100–1259
The system plays back the time entered.
Changing Your Company’s Schedule
3-9
Changing the Schedule
If you enter 0100–1259, enter one of these settings in response to the
prompt:
— [ 1 ] for A.M.
— [ 2 ] for P.M.
The system prompts you to select another day.
15.
To program the schedule for the next consecutive day, press [ # ] or
enter the appropriate number for the day, then go back to Step 6. If
you are finished making changes, go to Step 16.
16.
When you finish making schedule changes, press [ * ] [ # ] to approve the
schedule and return to the Schedule Administration Menu.
Changing Today to Open or Closed
Your company’s business schedule may change due to an early closing or an
emergency, such as severe weather. This may require the company to be
open on a day that it is normally closed, or closed on a day that it is normally
open.
A temporary schedule change is only effective immediately, but only for the
day you change it; the regular schedule automatically resumes the next day.
You can program the changes from any on- or off-site touch-tone phone.
These instructions describe how to complete the following tasks:
3-10
■
Change the schedule to open or closed for today.
■
Program the system to play the factory-set Temporary Closure
Greeting which states that the company is closed for today, or
record your own Temporary Closure Greeting, or program the
system to play the Night Greeting (that normally plays when your
company is closed).
Changing Your Company’s Schedule
Changing the Schedule
To temporarily change the current day’s schedule, follow the instructions
below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 2 ] for the Schedule.
The Schedule Administration Menu plays.
4.
[ 3 ] to change to open or closed for today.
The system prompts you to enter the mode of operation—open or closed.
5.
Select the mode of operation:
— [ 1 ] for “Open.”
The system plays a confirmation message, then plays the Schedule
Administration Menu. This procedure is complete.
— [ 2 ] for “Closed.”
The Closure Greeting Menu plays.
6.
Choose one of the following greetings:
— [ 1 ] to use the regular closed greeting (the Automated Attendant
Service Night Greeting).
The system plays a message confirming that the business will be closed for
the day, then plays the Schedule Administration Menu. This procedure is
complete.
— [ 2 ] to select the Temporary Closure Greeting.
The system plays the Temporary Closure Greeting Menu.
Changing Your Company’s Schedule
3-11
Changing the Schedule
7.
Select an option:
— [ 1 ] to record a greeting.
The system prompts you to record at the tone. Go to Step 8.
— [ 0 ] to listen to the current closed greeting.
The system plays the greeting, then plays the Temporary Closure
Greeting Menu again.
— [ 2 ] to use the system default greeting.
The system plays a message confirming that the default greeting will
be used, then plays the Closure Greeting Menu.
— [ * ] [ # ] to quit.
The system plays a message confirming that the current greeting will
be used, then plays the Schedule Administration Menu. This procedure
is complete.
8.
Record the greeting.
— The greeting is limited to 10 seconds—make the greeting as
brief as possible.
— In bilingual mode, your greeting must include information in
both the primary and secondary languages within 10 seconds.
9.
[ 1 ] after recording the Temporary Closure Greeting.
The Message Editing Menu plays.
10.
Select an option:
— [ 2 ] [ 3 ] to play back the new greeting.
— [ 2 ] [ 1 ] to re-record the new greeting.
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the new greeting and use the
previous greeting.
The message “Deleted” plays, then the Temporary Closure Greeting
Menu plays. Go back to Step 7.
3-12
Changing Your Company’s Schedule
Changing the Schedule
11.
[ * ] [ # ] to approve the new Temporary Closure Greeting.
The system plays the message “Approved. This new greeting will be used.”
Then, the Temporary Closure Greeting Menu plays.
12.
[ * ] [ # ] to quit.
Changing Your Company’s Schedule
3-13
Changing the Automated
Attendant Menus
4
Administration
Main Menu
Automated
Attendant
Day Menu
Night Menu
Submenus
Announcements
Touch-Tone
Gate
Figure 4-1. Automated Attendant Service Administration Menu Structure
As the system administrator, you may need to change menu scripts, menu
options, or announcements in response to changes in your company’s
business, organization, or services. Figure 4-1 shows the menu structure you
use to make these changes. Instructions are provided on the pages that
follow.
4-1
Changing the Automated Attendant Menus
Selector Codes and Selector Code
Actions
When the Automated Attendant Service answers a call, the caller hears the
Automated Attendant Service Greeting followed by a main menu. There are
two main menus:
■
Day Main Menu plays after the Day Greeting when your business is
open.
■
Night Main Menu plays after the Night Greeting when your business
is closed.
The main menus consist of a recorded script listing menu options and the
corresponding digit (Selector Code) the caller presses to select each option.
When the caller enters a Selector Code on the phone’s dialpad to select a
menu option, the Automated Attendant Service performs the action
designated for that option:
4-2
■
Transfer to a frequently called department or extension.
■
Play a pre-recorded announcement containing frequently requested
information.
■
Play a submenu listing additional options.
Selector Codes and Selector Code Actions
Changing the Automated Attendant Menus
For example, a caller to the Travel Agency would hear the following greeting:
Automated Attendant Service Prompts
Thank you for calling the Travel Agency.
If you are calling from a touch-tone phone,
press [ 1 ] now.
For cruises, press [ 1 ].
For corporate travel, press [ 2 ].
For personal travel, press [ 3 ].
For discounted trip information, press [ 4 ].
If you know the extension of the person you
are calling, press [ 8 ] and dial that person’s
extension.
Or stay on the line for assistance.
Caller Response
The caller presses [ 1 ]. The
Automated Attendant Service
plays the Travel Agency’s
main menu.
Caller presses dialpad
buttons in response to the
prompts or waits for
assistance.
Automated Attendant Service uses Selector Code Actions to determine the
action performed when the caller presses the Selector Code. Each Selector
Code (1–9) specified in a menu can be assigned one of the following five
Selector Code Actions:
■
Action 1—Selector Code Transfer
Automated Attendant Service transfers calls to a specific extension
or Calling Group assigned to a Selector Code.
For example, at the Travel Agency, when callers press [ 2 ], they are
connected to extension 11, the corporate travel agent’s extension.
Selector Codes and Selector Code Actions
4-3
Changing the Automated Attendant Menus
■
Action 2—Play an Existing Submenu
Automated Attendant Service plays a submenu listing additional
options, from which callers choose another Selector Code.
For example, at the Travel Agency, when callers press [ 1 ] at the
main menu to select cruises, they hear the following submenu listing
the types of cruises:
Automated Attendant Service Prompts
Caller Response
Caller presses [ 1 ] for
information on cruises. The
Automated Attendant Service
plays the “cruises” submenu.
For Caribbean cruises, press [ 1 ] .
For Hawaiian cruises, press [ 2 ].
For Alaskan cruises, press [ 3 ].
Caller presses [ 1 ] for
information on Caribbean
cruises and hears the
submenu.
For Grand Cayman, press [ 1 ].
For Jamaica, press [ 2 ].
For Bahamas, press [ 3 ].
Caller presses [ 1 ], [ 2 ], or [ 3 ]
for information on a particular
cruise.
NOTE:
A submenu must be programmed before the main menu or
submenu from which it is accessed.
■
4-4
Action 3—Play an Existing Announcement
Automated Attendant Service plays a pre-recorded announcement.
Use this Selector Code Action when information that callers need
can be provided in a two-minute recording.
Selector Codes and Selector Code Actions
Changing the Automated Attendant Menus
For example, the Travel Agency offers special discounted trips each
month. Callers who are interested in discounted trips press [ 4 ] at the
main menu to hear the following announcement providing
destinations, departure dates, and prices:
Automated Attendant Service Prompts
Caller Response
Caller presses [ 4 ] for
information on discounted
trips. Automated Attendant
Service plays the following
announcement:
The Travel Agency is pleased to offer the
following discounted trips in November:
Spend a week in Mexico City for $1599. Price
includes round-trip airfare, transfers, rental
car, and seven nights in a luxurious hotel.
Departure dates are November 12th and 15th
only.
Cruise the Hawaiian Islands for $1299. Arrive
in Honolulu on November 3rd, spend a day on
Oahu touring Pearl Harbor and Diamond
Head, then board the ship on November 4th
for stops at Maui, Lanai, and the big island,
Hawaii. Take the island tours included in this
package, or feel free to explore each island
on your own. This trip includes shipboard
meals, tours, and transfers. This trip does not
include airfare. Speak to your travel agent for
prices on round-trip airfare to Honolulu.
Dial [ 0 ] if you need assistance.
NOTE:
Announcements must be created before the main menu or
submenus from which they are accessed.
Selector Codes and Selector Code Actions
4-5
Changing the Automated Attendant Menus
■
Action 4—Prompted Transfer
Automated Attendant Service requires callers to enter a Selector
Code before they dial an individual extension number. Use this
Selector Code Action when the first digit of extensions is identical
to one or more Selector Codes offered in a menu.
For example, the Travel Agency has twenty agents, with
extension numbers ranging from 11 to 31. If a caller attempts to
dial extension 31 from the main menu, the caller is connected to
the Personal Travel Agent as soon as the caller enters [ 3 ]. To
avoid this, the Travel Agency assigned Selector Code Action 4,
Prompted Transfer, to Selector Code 8 and the script asks callers
to press [ 8 ] before dialing an extension number.
■
Action 5—Direct Extension Transfer
Automated Attendant Service lets callers dial individual extensions
or calling groups directly from the menu when corresponding
Selector Codes are reserved for direct extension dialing. To use
this Selector Code Action, assign Selector Codes that are
identical to the first digit of the extension number.
For example, if the extensions at the Travel Agency range from 11
to 31, and the agency wanted callers to be able to transfer directly
to any extension from the Automated Attendant Service main
menu, the Travel Agency would change its main menu so that
callers would hear the following menu:
Automated Attendant Service Prompts
If you know the extension of the person you
are calling, dial that person’s extension
now.
For cruises, press [ 4 ].
For corporate travel, press [ 5 ].
For personal travel, press [ 6 ].
For discounted trip information, press [ 7 ].
Or stay on the line for assistance.
4-6
Selector Codes and Selector Code Actions
Caller Response
Caller presses dialpad
buttons to select a menu
option.
Changing the Automated Attendant Menus
In the previous example, note that Selector Codes 4 through 7 were used for
menu options so that 1, 2, and 3 could be reserved for direct dialing of
extensions.
Automated Attendant Service
Programming Sequence
Automated Attendant Service submenus and announcements must be
created before the higher-level menu options that select them. Therefore,
create new announcements first, then create or change the submenus,
starting with the lowest-level submenu and continuing up the submenu levels
so that the Main Menu is the last changed.
If you delete announcements or submenus, all references to those
announcements and submenus will be deleted from all menus.
NOTE:
If you change a menu, remember to re-record the menu script.
Changing the Main Menus
Changing the Automated Attendant Service Day and Night Main Menus may
require one or more of these tasks:
■
Adding, changing, or deleting Selector Codes
■
Changing Selector Code Actions
■
Changing the Dial 0/Timeout Action
■
Playing the menu
■
Recording a revised menu script
Changing the Main Menus
4-7
Changing the Automated Attendant Menus
To make your work easier, plan your changes beforehand and revise the
MERLIN MAIL—ML forms (E, F, G, or H) as required. If the MERLIN MAIL—ML
system has been set up for bilingual operation, be sure to record menu scripts
and announcements in both the primary and secondary languages.
The Automated Attendant Service Main Menu script should include the
following information:
■
Explanation of each menu option.
■
If you want to allow callers to use the directory, provide instructions
for accessing the directory ([ * ] [ A ] or [ * ] [ 2 ]) and inform callers if
employees are listed by first or last names.
■
Instructions for callers using rotary phones or callers needing
assistance to stay on the line or dial 0 (zero).
Playing a Main Menu Prompt or Definition
To play a main menu, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 3 ] for Automated Attendant Service.
The Automated Attendant Service Administration Menu plays.
4.
Select one:
— [ 1 ] to select the Day Menu.
— [ 2 ] to select the Night Menu.
The Menu Administration Menu plays.
4-8
Changing the Main Menus
Changing the Automated Attendant Menus
5.
[ 2 ] to play the main menu.
The system prompts you to select the menu prompt or the menu definition.
6.
Select one of the following options:
— [ 1 ] to play the menu prompt.
The system plays the main menu prompt, then the system prompts you
to select the menu prompt or the menu definition.
— [ 2 ] to play the menu definition.
The system plays the main menu Selector Codes and corresponding
Selector Code Actions, then the system prompts you to select the
menu prompt or the menu definition.
7.
Choose one:
— Repeat Step 6 to play the menu prompt or menu definition.
— [ * ] [ # ] to return to the Menu Administration Menu.
Changing the Main Menus
4-9
Changing the Automated Attendant Menus
Changing Selector Codes and Selector
Code Actions
To change a main menu’s Selector Codes and Selector Code Actions, follow
the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 3 ] for Automated Attendant Service.
The Automated Attendant Service Administration Menu plays.
4.
Enter one of the following choices:
— [ 1 ] to select the Day Menu.
— [ 2 ] to select the Night Menu.
The Menu Administration Menu plays.
5.
[ 6 ] to modify the main menu.
The system prompts you to enter a Selector Code.
6.
Enter a Selector Code ([ 1 ] through [ 9 ]).
If the Selector Code is already assigned, the system plays the Selector Code
definition and a prompt asking you to confirm the requested modification.
Go to Step 7.
If the Selector Code is not already assigned, the Selector Code Menu plays.
Skip to Step 8.
4-10
Changing the Main Menus
Changing the Automated Attendant Menus
7.
Enter one of the following choices:
— [ 9 ] for “Yes” to confirm that you want to modify it.
The Selector Code Modification Menu plays. Go to Step 8.
— [ 6 ] for “No” to cancel the modification.
The system prompts you to enter a Selector Code. Go back to Step 6.
8.
Select one of the following choices:
To
Enter the Following
Assign Selector Code Action 1,
Selector Code Transfer, to this
Selector Code
[ 1 ] then enter the extension
number and [ # ] in response to the
prompt.
Assign Selector Code Action 2,
Play Submenu, to this Selector
Code
[ 2 ] then enter a submenu number
and [ # ] in response to the prompt.
Assign Selector Code Action 3,
Play Announcement, to this
Selector Code
[ 3 ] then enter the announcement
number and [ # ] in response to the
prompt.
Assign Selector Code Action 4,
Prompted Transfer, to this
Selector Code
[4]
Assign Selector Code Action 5,
Direct Extension Transfer, to this
Selector Code
[5]
Delete this Selector Code
[ * ] [ D ] (or [ * ] [ 3 ]) then when
prompted, enter [ 9 ] to confirm the
deletion or [ 6 ] to cancel the
deletion.
The system prompts you to enter a Selector Code.
Changing the Main Menus
4-11
Changing the Automated Attendant Menus
9.
Repeat Steps 6 through 8 for each Selector Code to be modified in this
menu.
10.
[ * ] [ # ] when finished making the Selector Code changes for this menu.
The current Timeout Action plays, followed by the Timeout Action Menu.
11.
Choose the Dial 0/Timeout Action that defines what happens to a call
when there is no touch-tone response from the caller or the caller
presses 0 (zero):
— [ 0 ] for transfer to the system operator.
— [ 1 ] for recording a message in the General Mailbox.
— [ 2 ] for disconnect.
— [ * ] [ # ] to quit.
The system plays back the selected Dial 0/Timeout Action. The system then
prompts you to record the main menu script at the tone.
12.
Choose one of the following options:
— [ # ] to use the existing script.
The message “The existing menu prompt will be used” plays.
If the MERLIN MAIL—ML system was set up for monolingual operation,
the Menu Administration Menu plays. This procedure is complete.
If the MERLIN MAIL—ML system was set up for bilingual operation, the
system prompts you to record the main menu script in the secondary
system language. Go to Step 16.
— Record the main menu script (up to two minutes).
NOTE:
If you have changed a Selector Code that requires a change to
the menu script, you must re-record the entire script. If the
Selector Code changes have no impact on the menu script, you
can use the existing script.
4-12
Changing the Main Menus
Changing the Automated Attendant Menus
13.
[ 1 ] after recording.
The Message Editing Menu plays.
14.
Enter one of the following selections or go to Step 15:
— [ 2 ] [ 3 ] to play back the new main menu script.
— [ 2 ] [ 1 ] to re-record the new main menu script.
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the new main menu script and use
the one previously recorded.
If the MERLIN MAIL—ML system was set up for monolingual operation,
the Menu Administration Menu plays. This procedure is complete.
If the MERLIN MAIL—ML system was set up for bilingual operation, the
system prompts you to record the Main Menu script in the secondary
language. Go to Step 16.
15.
[ * ] [ # ] to approve the new main menu script.
The message “Approved” plays.
If the MERLIN MAIL—ML system was set up for monolingual operation,
the Menu Administration Menu plays. This procedure is complete.
If the MERLIN MAIL—ML system was set up for bilingual operation, the
system prompts you to record the main menu script in the secondary
system language.
16.
(Bilingual Operation Only) Repeat Steps 12 through 15 to record the
script for the secondary system language.
Changing the Main Menus
4-13
Changing the Automated Attendant Menus
Changing the Dial 0/Timeout Action Only
The Dial 0/Timeout Action determines what happens to a call when a caller
dials 0 (zero) or when a caller does not make a selection from the main menu.
To change a main menu’s Dial 0/Timeout Action without changing its Selector
Codes, Selector Code Actions, or menu script, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 3 ] for Automated Attendant Service.
The Automated Attendant Service Administration Menu plays.
4.
Select one of the following options:
— [ 1 ] to select the Day Menu.
— [ 2 ] to select the Night Menu.
The Menu Administration Menu plays.
5.
[ 6 ] to modify the main menu.
The system prompts you to enter a Selector Code.
6.
[ * ] [ # ] to indicate no changes to this menu’s Selector Codes.
The current Timeout Action plays, followed by the Timeout Action Menu.
4-14
Changing the Main Menus
Changing the Automated Attendant Menus
7.
Choose one of the following options to define the Dial 0/Timeout Action:
— [ 0 ] for transfer to the system operator.
— [ 1 ] to record a message in the General Mailbox.
— [ 2 ] for disconnect.
The system plays back the selected Dial 0/Timeout Action. The system then
prompts you to record the menu script at the tone.
8.
[ # ] to use the existing menu script.
The message “The existing menu prompt will be used” plays.
If the MERLIN MAIL—ML system was set up for monolingual operation,
the Menu Administration Menu plays. This procedure is complete.
If the MERLIN MAIL—ML system was set up for bilingual operation, the
system prompts you to record the main menu script at the tone. Go to
Step 9.
9.
[ # ] to indicate no change to the menu script for the secondary language.
Recording the Main Menu Script Only
If you want to change the Main Menu script without changing the Selector
Codes, Selector Code Actions, or Dial 0/Timeout Action, follow the instructions
below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 3 ] for Automated Attendant Service.
The Automated Attendant Service Administration Menu plays.
Changing the Main Menus
4-15
Changing the Automated Attendant Menus
4.
Select one of the following options:
— [ 1 ] to select the Day Menu.
— [ 2 ] to select the Night Menu.
The Menu Administration Menu plays.
5.
[ 6 ] to modify the main menu.
The system prompts you to enter a Selector Code.
6.
[ * ] [ # ] to indicate no changes to the Selector Codes.
The current Timeout Action plays, followed by the Timeout Action Menu.
7.
[ * ] [ # ] to indicate no changes to the Timeout Action.
The system prompts you to record the main menu script at the tone.
8.
Choose one of the following options:
— [ # ] to use the existing script.
The message “The existing menu prompt will be used” plays.
If the MERLIN MAIL—ML system was set up for monolingual operation,
the Menu Administration Menu plays. This procedure is complete.
If the MERLIN MAIL—ML system was set up for bilingual
operation, the system prompts you to record the Main Menu script in
the secondary language. Skip to Step 12.
— Record the main menu script (up to two minutes).
9.
[ 1 ] after recording.
The Message Editing Menu plays.
4-16
Changing the Main Menus
Changing the Automated Attendant Menus
10.
Choose an option or go to Step 11:
— [ 2 ] [ 3 ] to play back the new main menu script.
— [ 2 ] [ 1 ] to re-record the new main menu script. Go back to Step 8.
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the new main menu script and use
the one previously recorded.
If the MERLIN MAIL—ML system was set up for bilingual
operation, the system prompts you to record the Main Menu script in
the secondary language. Go to Step 12.
11.
[ * ] [ # ] to approve the new main menu script.
The message “Approved” plays.
If the MERLIN MAIL—ML system was set up for monolingual operation,
the Menu Administration Menu plays. This procedure is complete.
If the MERLIN MAIL—ML system was set up for bilingual operation, the
system prompts you to record the Main Menu script in the secondary
language. Go to Step 12.
12.
(Bilingual Operation Only) Repeat Steps 8 through 11 to record the
script for the secondary language.
Changing the Main Menus
4-17
Changing the Automated Attendant Menus
Creating and Changing Submenus
In the Automated Attendant Service menu structure, a submenu provides
additional options to callers when there are more options than can fit on the
Day or Night Main Menu. In submenus, as in main menus, the caller dials a
digit (Selector Code) in response to the submenu script. Automated Attendant
Service directs the caller to one of the following pre-defined destinations
based on the Selector Code entered:
■
An extension
■
Another submenu
■
An announcement
As the system administrator, you may find that you need to create new
submenus or change existing ones to meet changes in your company’s
business.
Playing a Submenu Prompt or Definition
To play an existing submenu, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 3 ] for Automated Attendant Service.
The Automated Attendant Service Administration Menu plays.
4.
[ 3 ] to program a submenu.
The Submenu Administration Menu plays.
4-18
Creating and Changing Submenus
Changing the Automated Attendant Menus
5.
[ 2 ] to play a submenu.
The system prompts you to enter a submenu number and [ # ].
6.
Enter the submenu number followed by [ # ].
The system prompts you to select the menu prompt or the menu definition.
7.
Choose an option:
— [ 1 ] to play the submenu prompt.
The system plays the submenu prompt, then the system prompts you
to select the menu prompt or the menu definition.
— [ 2 ] to play the submenu definition.
The system plays the submenu Selector Codes and the corresponding
Selector Code Actions, then the system prompts you to select the
menu prompt or the menu definition.
8.
Choose an option:
— Repeat Step 7 to play the submenu prompt or submenu
definition.
— [ * ] [ # ] to return to the Submenu Administration Menu.
Creating and Changing Submenus
4-19
Changing the Automated Attendant Menus
Creating a Submenu
To make your work easier, plan your submenus beforehand and revise
MERLIN MAIL—ML planning Form G: Automated Attendant Service
Submenus as required. If the MERLIN MAIL—ML system has been set up for
bilingual operation, be sure to record menu scripts and announcements in
both the primary and secondary languages.
To create a submenu, complete MERLIN MAIL—ML Form G: Automated
Attendant Service Submenus and follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 3 ] for Automated Attendant Service.
The Automated Attendant Service Administration Menu plays.
4.
[ 3 ] to program a submenu.
The Submenu Administration Menu plays.
5.
[ 4 ] to create a submenu.
The system prompts you to enter a submenu number and [ # ].
6.
Enter the submenu number followed by [ # ].
The system prompts you to enter a Selector Code.
7.
4-20
Enter a Selector Code ([ 1 ] through [ 9 ]).
Creating and Changing Submenus
Changing the Automated Attendant Menus
8.
Select one of the following options:
To
Enter the Following
Assign Selector Code Action 1,
Selector Code Transfer, to this
Selector Code
[ 1 ] then enter the extension
number and [ # ] in response to the
prompt.
Assign Selector Code Action 2,
Play Submenu, to this Selector
Code
[ 2 ] then enter a submenu number
and [ # ] in response to the prompt.
Assign Selector Code Action 3,
Play Announcement, to this
Selector Code
[ 3 ] then enter the announcement
number and [ # ] in response to the
prompt.
Assign Selector Code Action 4,
Prompted Transfer, to this
Selector Code
[4]
Assign Selector Code Action 5,
Direct Extension Transfer, to this
Selector Code
[5]
Delete this Selector Code
[ * ] [ D ] (or [ * ] [ 3 ]) then when
prompted, enter [ 9 ] to confirm the
deletion or [ 6 ] to cancel the
deletion.
The system prompts you to enter a Selector Code.
9.
10.
Repeat Steps 7 and 8 for each Selector Code to be added to this submenu.
[ * ] [ # ] once all the Selector Codes have been added to this submenu.
The system prompts you to record the submenu script at the tone.
Creating and Changing Submenus
4-21
Changing the Automated Attendant Menus
11.
Record the new submenu script (up to two minutes).
12.
[ 1 ] after recording.
The Message Editing Menu plays.
13.
Enter one of the following selections or go to Step 14:
— [ 2 ] [ 1 ] to re-record the new submenu script. Go back to Step 12.
— [ 2 ] [ 3 ] to play back the new submenu script.
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the new submenu script. Re-record
the new submenu script.
14.
[ * ] [ # ] to approve the submenu script.
The message “Approved ” plays.
If the MERLIN MAIL—ML system was set up for monolingual operation, the
Submenu Administration Menu plays. This procedure is complete.
If the MERLIN MAIL—ML system was set up for bilingual operation, the
system prompts you to record the submenu script in the secondary system
prompt language. Go to Step 15.
15.
(Bilingual Operation Only) Repeat Steps 11 through 14 to record the
script for the secondary system language.
The Submenu Administration Menu plays.
4-22
Creating and Changing Submenus
Changing the Automated Attendant Menus
Changing a Submenu
Changing a submenu may require one or more of the following tasks:
■
Adding, changing, or deleting Selector Codes
■
Changing Selector Code Actions
■
Playing the submenu
■
Recording a revised menu script
■
Deleting a submenu
To make your work easier, plan your changes beforehand and revise MERLIN
MAIL—ML Form G: Automated Attendant Service Submenus as required. If
the MERLIN MAIL—ML system has been set up for bilingual operation, be
sure to record submenu scripts in both the primary and secondary languages.
Changing Selector Codes and Selector
Code Actions
To add, change, or delete submenu Selector Codes and Selector Code
Actions, update the submenu on Form G: Automated Attendant Service
Submenus and complete the following procedure:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 3 ] for Automated Attendant Service.
The Automated Attendant Administration Service Menu plays.
Creating and Changing Submenus
4-23
Changing the Automated Attendant Menus
4.
[ 3 ] to program a submenu.
The Submenu Administration Menu plays.
5.
[ 6 ] to modify a submenu.
The system prompts you to enter a submenu number and [ # ].
6.
Enter the submenu number followed by [ # ].
The system prompts you to enter a Selector Code.
7.
Enter a Selector Code ([ 1 ] through [ 9 ]).
If the Selector Code is already assigned, the system plays the Selector Code
definition and a prompt asking if you want to make a modification. Go to
Step 8.
If the Selector Code is not already assigned, the Selector Code Menu plays.
Skip to Step 9.
8.
Choose an option:
— [ 9 ] for “Yes” to confirm that you want to modify it.
The Selector Code Modification Menu plays. Go to Step 9.
— [ 6 ] for “No” to cancel the modification.
The system prompts you to enter a Selector Code. Go back to Step 7.
4-24
Creating and Changing Submenus
Changing the Automated Attendant Menus
9.
Select one of the following options:
To
Do the Following
Assign Selector Code Action 1,
Selector Code Transfer, to this
Selector Code
[ 1 ] then enter the extension
number and [ # ] in response to the
prompt.
Assign Selector Code Action 2,
Play Submenu, to this Selector
Code
[ 2 ] then enter a submenu number
and [ # ] in response to the prompt.
Assign Selector Code Action 3,
Play Announcement, to this
Selector Code
[ 3 ] then enter the announcement
number and [ # ] in response to the
prompt.
Assign Selector Code Action 4,
Prompted Transfer, to this
Selector Code
[4]
Assign Selector Code Action 5,
Direct Extension Transfer, to this
Selector Code
[5]
Delete this Selector Code
[ * ] [ D ] (or [ * ] [ 3 ]) then when
prompted, enter [ 9 ] to confirm the
deletion or [ 6 ] to cancel the
deletion.
The system prompts you to enter a Selector Code.
10.
Repeat Steps 7 through 9 for each Selector Code to be modified in this
submenu.
11.
[ * ] [ # ] when finished making Selector Code changes for this submenu.
The system prompts you to record the submenu script at the tone.
Creating and Changing Submenus
4-25
Changing the Automated Attendant Menus
12.
Choose an option:
— Press [ # ] to use the existing script.
The message “The existing menu prompt will be used” plays.
If the MERLIN MAIL—ML system was set up for monolingual operation,
the Submenu Administration Menu plays. This procedure is complete.
If the MERLIN MAIL—ML system was set up for bilingual
operation, the system prompts you to record the submenu script in the
secondary language. Skip to Step 16.
— Record the submenu script (up to two minutes).
13.
[ 1 ] after recording.
The Message Editing Menu plays.
14.
Enter one of the following selections or go to Step 15:
— [ 2 ] [ 3 ] to play back the new submenu script.
— [ 2 ] [ 1 ] to re-record the new submenu script.
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the new submenu script and use the
one previously recorded.
If the MERLIN MAIL—ML system was set up for bilingual mode, skip to
Step 16.
15.
[ * ] [ # ] to approve the new submenu script.
The message “Approved. Menu saved.” plays.
If the MERLIN MAIL—ML system was set up for monolingual operation,
the Menu Administration Menu plays. This procedure is complete.
If the MERLIN MAIL—ML system was set up for bilingual operation, the
system prompts you to record the submenu script in the secondary
language. Go to Step 16.
16.
4-26
(Bilingual Operation Only) Repeat Steps 12 through 15 to record the
script for the secondary language.
Creating and Changing Submenus
Changing the Automated Attendant Menus
Recording the Submenu Script Only
If you want to change the submenu script but do not want to change the
Selector Codes or Selector Code Actions associated with it, update the
submenu script on MERLIN MAlL—ML Form G: Automated Attendant Service
Submenus, and follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator's name plays, then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 3 ] for Automated Attendant Service.
The Automated Attendant Service Menu plays.
4.
[ 3 ] to program a submenu.
The Submenu Administration Menu plays.
5.
[ 6 ] to modify the submenu.
The system prompts you to enter a submenu number.
6.
Enter the submenu number followed by [ # ].
The system prompts you to enter a Selector Code.
7.
[ * ] [ # ] to indicate no change to the submenu Selector Codes.
The system prompts you to record the submenu script at the tone.
Creating and Changing Submenus
4-27
Changing the Automated Attendant Menus
8.
Choose an option:
— Press [ # ] to use the existing script.
The message “The existing menu prompt will be used” plays.
If the MERLIN MAIL—ML system was set up for monolingual operation,
the Menu Administration Menu plays. This procedure is complete.
If the MERLIN MAIL—ML system was set up for bilingual operation, the
system prompts you to record the submenu script in the secondary
language. Skip to Step 12.
— Record the submenu script (up to two minutes).
9.
[ 1 ] after recording.
The Message Editing Menu plays.
10.
Enter one of the following selections or go to Step 11:
—
[ 2 ] [ 3 ] to play back the new submenu script.
—
[ 2 ] [ 1 ] to re-record the new submenu script.
—
[ * ] [ D ] (or [ * ] [ 3 ]) to delete the new submenu script and use the
one previously recorded.
If the MERLIN MAIL—ML system was set up for bilingual operation, the
system prompts you to record the submenu in the secondary
language. Skip to Step 12.
11.
[ * ] [ # ] to approve the new submenu script.
The message “Menu approved” plays.
If the MERLIN MAIL—ML system was set up for monolingual operation,
the Menu Administration Menu plays. This procedure is complete.
If the MERLIN MAIL—ML system was set up for bilingual operation, the
system prompts you to record the submenu script in the secondary
language. Go to Step 12.
12.
4-28
(Bilingual Operation Only) Repeat Steps 8 through 11 to record the
script for the secondary language.
Creating and Changing Submenus
Changing the Automated Attendant Menus
Deleting a Submenu
When you delete a submenu, all selector codes that reference the submenu
are automatically removed from menu and submenu definitions. However, be
sure to re-record any menu and submenu scripts that are affected.
To delete a submenu, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 3 ] for Automated Attendant Service.
The Automated Attendant Service Administration Menu plays.
4.
[ 3 ] to program a submenu.
The Submenu Administration Menu plays.
5.
[ * ] [ D ] (or [ * ] [ 3 ]) to delete a submenu.
The system prompts you to enter a submenu number.
6.
Enter the submenu number followed by [ # ].
The system plays a confirmation prompt.
7.
Choose an option:
— [ 9 ] for “Yes” to confirm that you want to delete it.
— [ 6 ] for “No” to cancel the deletion.
The Submenu Administration Menu plays.
Creating and Changing Submenus
4-29
Changing the Automated Attendant Menus
Changing Announcements
Automated Attendant Service lets you create up to 99 separate
announcements to play to callers who choose the corresponding Selector
Code from either a main menu or submenu. To program the system to use
Selector Code Action 3—play an existing announcement—you must first
assign it an announcement number (1–99) and then create the announcement.
Playing an Announcement
To play an announcement, follow the instructions below:
1. Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name play; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 3 ] for Automated Attendant Service.
The Automated Attendant Service Administration Menu plays.
4.
[ 4 ] to program an announcement.
The Announcement Administration Menu plays.
5.
[ 2 ] to play an announcement.
The system prompts you to enter the announcement number.
6.
Enter the announcement number (1–99) followed by [ # ].
The system plays back the announcement. If the MERLIN MAIL—ML system
is set up in bilingual mode, the announcement is played in both languages.
Then, the system prompts you to enter an announcement number.
4-30
Changing Announcements
Changing the Automated Attendant Menus
7.
Choose one of these options:
— Repeat Step 6 to play another announcement.
— [ * ] [ # ] to return to the Announcement Administration Menu.
Recording an Announcement
Before recording a new announcement or re-recording an existing
announcement, complete MERLIN MAIL—ML Form H: Automated Attendant
Service Announcements.
To record an announcement, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 3 ] for Automated Attendant Service.
The Automated Attendant Service Administration Menu plays.
4.
[ 4 ] to program an announcement.
The Announcement Administration Menu plays.
5.
[ 7 ] to record an announcement.
The system prompts you to enter the announcement number.
6.
Enter the announcement number (1–99) followed by [ # ].
The system tells you whether or not the announcement already exists and
prompts, “Do you want to record?”
Changing Announcements
4-31
Changing the Automated Attendant Menus
7.
Enter one of these options:
— [ 9 ] for “Yes” to confirm that you want to record the
announcement.
The system prompts you to record at the tone or press [ # ] to use the
current announcement, if it already exists.
— [ 6 ] for “No” to cancel the recording.
The Announcement Administration Menu plays.
— [ 2 ] to play the announcement if it already exists.
The system plays the announcement, then prompts you to confirm that
you want to re-record the announcement.
8.
Choose one of these options:
— [ # ] to use the current announcement.
The system plays the message “The existing announcement will be
used.”
In monolingual operation, the Announcement Administration Menu
plays.
In bilingual operation, the system prompts you to record the
announcement script in the secondary language.
— Record the announcement (up to 2 minutes), then press [ 1 ].
The system plays the Message Editing Menu.
9.
Choose an option or go to Step 10:
— [ 2 ] [ 3 ] to play back the announcement.
— [ 2 ] [ 1 ] to re-record the announcement.
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the announcement and use the one
previously recorded.
If there is no previously recorded announcement, the system plays the
message “No announcement created” then the Announcement
Administration Menu plays.
4-32
Changing Announcements
Changing the Automated Attendant Menus
If the MERLIN MAIL—ML system was set up for bilingual operation, the
system prompts you to record the announcement script in the
secondary language. Go to Step 11.
10.
[ * ] [ # ] to approve the new announcement.
The message “Approved” plays.
If the MERLIN MAIL—ML system was set up for monolingual operation,
the Announcement Administration Menu plays. This procedure is
complete.
If the MERLIN MAIL—ML system was set up for bilingual operation, the
system prompts you to record the announcement script in the
secondary system prompt language at the tone. Go to Step 11.
11.
(Bilingual Operation Only) Repeat steps 8 through 10 to record the
announcement script in the secondary system language.
The Announcement Administration Menu plays.
Deleting an Announcement
When you delete an announcement, all selector codes that reference the
announcement are automatically removed from all menu and submenu
definitions. However, you must remember to re-record any menu scripts that
are affected.
To delete an announcement, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays, then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 3 ] for Automated Attendant Service.
The Automated Attendant Service Administration Menu plays.
Changing Announcements
4-33
Changing the Automated Attendant Menus
4.
[ 4 ] to program an announcement.
The Announcement Administration Menu plays.
5.
[ * ] [ D ] (or [ * ] [ 3 ]) to delete an announcement.
The system prompts you to enter the announcement number and [ # ].
6.
Enter the announcement number (1–99) followed by [ # ].
The system prompts you to confirm the deletion.
7.
Choose an option:
— [ 9 ] for “Yes” to confirm the deletion.
The announcement is deleted. The Announcement Administration
Menu plays.
— [ 6 ] for “No” to cancel the deletion.
The deletion is canceled. The Announcement Administration Menu
plays.
— [ 2 ] to play the announcement.
The announcement is played, then the system prompts you to confirm
the deletion. Repeat Step 7.
4-34
Changing Announcements
Changing the Automated Attendant Menus
Changing the Touch-Tone
Gate Setting
The Touch-Tone Gate is used in Automated Attendant Service. It serves
different purposes depending upon whether the MERLIN MAIL—ML system is
set up for monolingual or bilingual operations.
Touch-Tone Gate Setting
in Monolingual Mode
In monolingual mode, the Touch-Tone Gate determines whether the caller is
calling from a touch-tone phone or a rotary phone.
In monolingual mode, when the Touch-Tone Gate is on, the Automated
Attendant Service Greeting must prompt the caller to press [ 1 ] to indicate the
call is from a touch-tone phone. If the caller presses [ 1 ], the Automated
Attendant Service Main Menu plays. If the caller does not press [ 1 ] within four
seconds (eight seconds if Fax Call Handling is activated), the call is handled
as determined by the Dial 0/Timeout Action setting for the Day or Night menu:
■
Transfer to the system operator
■
Transfer to the General Mailbox
■
Disconnect
Special Considerations
■
Setting the Touch-Tone Gate to “On” ensures that the callers from
rotary phones receive service quickly.
■
When the Touch-Tone Gate is “Off,” rotary callers must wait for the
Automated Attendant Service Greeting and the Main Menu to play
before callers are transferred to the system operator, the General
Mailbox, or are disconnected.
Changing the Touch-Tone Gate Setting
4-35
Changing the Automated Attendant Menus
■
The Touch-Tone Gate is set to “On” automatically and cannot be
turned off if you use the MERLIN MAIL—ML system to route fax calls
to designated fax extensions.
Changing the Setting
To change the current setting of the Touch-Tone Gate for monolingual
operations, change the Touch-Tone Gate setting on Form C: Automated
Attendant Service Greeting, and follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 3 ] for Automated Attendant Service.
The Automated Attendant Service Administration Menu plays.
4.
[ 5 ] to change the Touch-Tone Gate setting.
The current Touch-Tone gate setting plays.
5. Choose an option:
— [ 9 ] to set the Touch-Tone Gate to “On.”
— [ 6 ] to set the Touch-Tone Gate to “Off.”
The Touch-Tone Gate setting is played followed by the Automated Attendant
Service Administration Menu.
4-36
Changing the Touch-Tone Gate Setting
Changing the Automated Attendant Menus
Touch-Tone Gate Setting in Bilingual Mode
In the bilingual mode, the Touch-Tone Gate determines the language in which
menus and prompts are played to the caller.
When the MERLIN MAIL—ML system is set up for bilingual operation, the
Automated Attendant Service Greeting must prompt the caller to press [ * ] [ 1 ]
to select the secondary language. If the caller presses [ * ] [ 1 ], Automated
Attendant Service plays all system prompts, menus, and announcements in
the secondary language. If the caller does not press [ * ] [ 1 ] within four
seconds (eight seconds if Fax Call Handling is activated), the system plays all
system prompts, menus, and announcements in the primary language.
The Touch-Tone Gate is automatically set to “On” and cannot be turned “Off”
when the MERLIN MAIL—ML system is set up for bilingual mode.
Changing the Touch-Tone Gate Setting
4-37
Adding and Changing
Voice Mailbox
Assignments
5
Administration
Main Menu
9
Mailboxes
4
Play a
Mailbox
Configuration
Create a
Mailbox
Delete a
Mailbox
Modify a
Mailbox
Figure 5-1. Mailbox Administration Menu Structure
The MERLIN MAIL—ML system lets you add, change, and delete voice
mailboxes when personnel changes, office relocations, or changes in phone
service require changes in the number of voice mail subscribers, voice
mailbox assignments, voice mailbox names, or Classes of Service.
5-1
Adding and Changing Voice Mailbox Assignments
Figure 5-1 shows the menus you use to administer voice mailboxes.
Instructions for programming voice mailboxes are provided on the pages that
follow.
Playing a Mailbox Configuration
To play the configuration for a subscriber’s voice mailbox, follow the
instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 4 ] for Mailbox programming.
The Mailbox Administration Menu plays.
4.
[ 2 ] to play a mailbox configuration.
The system prompts you to enter the mailbox number and [ # ].
5.
Enter the mailbox number followed by [ # ]
The system plays back the following information:
Mailbox number
Recorded mailbox name
Class of Service
Mailbox language (bilingual mode only)
The system then prompts you to enter another mailbox number and [ # ].
6.
Do one of the following actions:
— Repeat Step 5 to play another mailbox configuration. To select
the next mailbox for playing, press [ # ].
—
5-2
[ * ] [ # ] to return to the Mailbox Administration Menu.
Playing a Mailbox Configuration
Adding and Changing Voice Mailbox Assignments
Adding a Mailbox
The MERLIN MAIL—ML system lets you add voice mailboxes to
accommodate new voice mail subscribers. The MERLIN MAIL—ML system
supports up to 100 voice mailboxes, although for message storage and call
traffic reasons, most companies will want to use a maximum of 40.
To add a new voice mailbox to the system, update Form B: Voice Mailbox
Assignments, and follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 4 ] for Mailbox programming.
The Mailbox Administration Menu plays.
4.
[ 4 ] to create a new mailbox.
The system prompts you to enter the mailbox number.
5.
Enter the mailbox number followed by [ # ].
The system prompts you to enter the Class of Service (COS).
6.
Enter the Class of Service, followed by [ # ].
If necessary, review the information in the Class of Service Key that
follows. This key defines the characteristics for each Class of Service.
The system default is 1.
Adding a Mailbox
5-3
Adding and Changing Voice Mailbox Assignments
Class of Service (COS) Key
Class Mins Transfer Type
5
Unsupervised
1
2
10
Unsupervised
3
Unsupervised
60
4
5
Supervised
5
10
Supervised
6
60
Supervised
7
8
9
60
5
10
10
60
11
12
5
10
60
13
*14
**15
***16
60
0
60
Outcalling Coverage Service
No
Call Answer
No
Call Answer
No
Call Answer
No
Call Answer
No
Call Answer
No Transfer
No
No
Unsupervised
Unsupervised
Unsupervised
Yes
Yes
Yes
Supervised
Supervised
Supervised
No Transfer
Unsupervised
No Transfer
Yes
Yes
Yes
Yes
No
No
Call
Call
Call
Call
Call
Call
Call
Call
Call
Answer
Answer
Answer
Answer
Answer
Answer
Answer
Answer
Answer
Automated Attendant
Call Answer
NOTES:
*
Classes 7 and 14 are used for Guest Mailboxes that do not
have an associated extension.
Class 15 is used with Delayed Call Handling. Class 15 is
**
also used for Night Only Call Handling for MERLIN LEGEND
releases 1.0, 1.1, and 1.2i. Voice mailboxes with Class of
Service 15 are used to provide Automated Attendant Service.
*** Class 16 is for special mailboxes, used for purposes such as
order taking, message drop, or dictaphone. The General
Mailbox should be assigned Class 16.
5-4
Adding a Mailbox
Adding and Changing Voice Mailbox Assignments
Definitions for Class of Service Key:
Mins (Minutes)—total number of minutes available for storing
messages in the mailbox. For an individual message, the maximum
message length is 2 minutes for Classes of Service 1-14; for Class of
Service 16, it is 15 minutes.
Transfer Type—method of transfer to be used for this Class of Service.
Outcalling—whether Outcalling is permitted; this feature calls a
designated phone number or beeper/pager number when a message
is placed in a subscriber’s mailbox.
Coverage Service—type of coverage that this Class of Service provides.
If the MERLIN MAIL—ML system is set for monolingual mode, you are
prompted to enter the mailbox name. Skip to Step 9.
If the MERLIN MAIL—ML system is set for bilingual mode, the system
prompts you to select this subscriber’s mailbox prompt language
preference. Go to Step 7.
7.
Choose one of the following options:
— [ 1 ] to select the primary language as the mailbox language.
— [ 2 ] to select the secondary language as the mailbox language.
— [ # ] to review the current language.
— [ * ] [ # ] to quit and use the primary language as the mailbox
language. Skip to Step 9.
8.
Choose one of the following options:
— [ * ] [ # ] to approve the language selected. Go to Step 9.
— [ 1 ] to re-enter the language selected. Go back to Step 7.
Adding a Mailbox
5-5
Adding and Changing Voice Mailbox Assignments
9.
Substituting number codes for letters, as shown in the Letter Key that
follows, use the dialpad to enter the mailbox name (up to four letters)
followed by [ # ].
Enter the mailbox name as you want it to be listed in the
directory—usually the first four letters of the first or last name. Use the
same method to assign all mailbox names. If the directory will not be
used, enter just one letter.
The system echos the mailbox name letters, followed by a prompt to confirm
them.
Letter Key
A
B
C
D
E
F
G
H
I
J
K
L
M
N
=
=
=
=
=
=
=
=
=
=
=
=
=
=
21
22
23
31
32
33
41
42
43
51
52
53
61
62
Ñ
O
P
Q
R
S
T
U
V
W
X
Y
Z
=
=
=
=
=
=
=
=
=
=
=
=
=
64
63
71
74
72
73
81
82
83
91
92
93
94
NOTE:
The letter Ñ can be entered if the system administrator’s mailbox
language is Spanish. The letters Q and Z may not appear on your
telephone dialpad and are assigned the values 74 and 94,
respectively. Use the values in the Letter Key to enter mailbox
names regardless of letter positions on your telephones’ dialpad
numbers.
5-6
Adding a Mailbox
Adding and Changing Voice Mailbox Assignments
10.
Enter one of the following responses:
— [ 9 ] for “Yes” to confirm the name.
The mailbox name is saved and the system prompts you to record the
subscriber’s name at the tone.
— [ 6 ] for “No” to cancel the mailbox name. Go back to Step 9.
11.
Record the mailbox name, then press [ 1 ].
The system plays back the subscriber’s name, then prompts you to
confirm it.
RECOMMENDATION:
For better recording clarity, it is recommended that you use the
handset rather than a speakerphone when recording the
subscriber’s name.
12.
Enter one of the following options or go to Step 13:
— [ 2 ] [ 3 ] to play back the name recording.
— [ 2 ] [ 1 ] to re-record the name. Go back to Step 11.
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the name recording. (The mailbox
number will be used for the mailbox name.)
13.
[ * ] [ # ] to approve the subscriber’s name recording.
The system prompts you to enter a mailbox number and a pound sign.
14.
Choose one:
— Repeat Steps 5 through 13 to add another voice mailbox.
— [ * ] [ # ] to return to the Mailbox Administration Menu.
Adding a Mailbox
5-7
Adding and Changing Voice Mailbox Assignments
Changing the Mailbox Name
When a subscriber’s name changes or an extension is reassigned, update
Form B: Voice Mailbox Assignments with the changes and follow the
instructions below:
1 . Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 4 ] for Mailbox programming.
The Mailbox Administration Menu plays.
4.
[ 6 ] to modify a mailbox.
The system prompts you to enter the mailbox number.
5.
Enter the mailbox number followed by [ # ].
The mailbox number and recorded name plays, followed by the Mailbox
Modification Menu.
6.
[ 1 ] to change the mailbox name.
The system prompts you to enter the mailbox name.
7. Substituting number codes for letters, as shown in the the Letter Key
that follows, enter the mailbox name (up to four letters) followed by [# ].
The MERLIN MAIL—ML system ethos the letters, followed by a prompt to
confirm the name entered.
NOTE:
Enter the mailbox name as you want it to be listed in the
directory—usually the first four letters of the first or last name. Use
the same method to assign all mailbox names.
5-8
Changing the Mailbox Name
Adding and Changing Voice Mailbox Assignments
Letter Key
A
B
C
D
E
F
G
H
I
J
K
L
M
N
=
=
=
=
=
=
=
=
=
=
=
=
=
=
21
22
23
31
32
33
41
42
43
51
52
53
61
62
Ñ
0
P
Q
R
S
T
U
V
W
X
Y
Z
=
=
=
=
=
=
=
=
=
=
=
=
=
64
63
71
74
72
73
81
82
83
91
92
93
94
NOTE:
The letter Ñ can be entered if the system administrator’s mailbox
language is Spanish. The letters Q and Z may not appear on your
telephone dialpad and are assigned the values 74 and 94,
respectively. Use the values in the Letter Key to enter mailbox
names regardless of letter positions on your telephones’ dialpad
numbers.
8.
Enter one of the following responses:
— [ 9 ] for “Yes” to approve the name.
The mailbox name is saved. Then the system prompts you to record
the subscriber’s name at the tone. Go to Step 9.
— [ 6 ] for “No” to cancel the mailbox name.
The system prompts you to re-enter the name. Go back to Step 7.
9.
Record the subscriber’s name and press [ 1 ].
Changing the Mailbox Name
5-9
Adding and Changing Voice Mailbox Assignments
RECOMMENDATION:
For better recording clarity, use the handset when recording the
subscriber’s name.
10.
Enter one of the following options or go to Step 11:
— [ 2 ] [ 3 ] to play back the name recording.
— [ 2 ] [ 1 ] to re-record the name.
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the name recording. (The existing
mailbox name is used for the mailbox name.)
11.
[ * ] [ # ] to approve the subscriber’s name.
The system plays the Mailbox Modification Menu.
12.
Choose one:
— Select an option from the menu.
— [ * ] [ # ] to indicate that changes for this mailbox are complete.
Enter another mailbox number and [ # ] or press [ * ] [ # ] again to
return to the Mailbox Administration Menu.
5-10
Changing the Mailbox Name
Adding and Changing Voice Mailbox Assignments
Changing the Class of Service
Each voice mailbox is assigned a Class of Service (COS) that specifies the
type of transfer, Outcalling permission, the maximum length for a recorded
message, and the total number of minutes available for storing messages in
the mailbox. When you change the current voice mailbox assignment, update
Form B: Voice Mailbox Assignments with the new Class of Service and follow
the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 4 ] for Mailbox programming.
The Mailbox Administration Menu plays.
4.
[ 6 ] to modify a mailbox.
The system prompts you to enter a mailbox number.
5.
Enter the mailbox number followed by [ # ].
The mailbox number and recorded name plays, followed by the Mailbox
Modification Menu.
6.
[ 2 ] to change the Class of Service.
The system prompts you to enter the Class of Service.
7.
Enter the new Class of Service followed by [ # ].
If necessary, review the information in the Class of Service Key that
follows. This key defines the characteristics for each Class of Service.
The new Class of Service plays followed by the Mailbox Modification Menu.
Changing the Class of Service
5-11
Adding and Changing Voice Mailbox Assignments
2
3
4
Mins
5
10
60
5
5
6
*7
10
60
60
Class of Service (COS) Key
Transfer Type Outcalling
No
Unsupervised
Unsupervised
No
Unsupervised
No
Supervised
No
No
Supervised
No
Supervised
No
No Transfer
8
9
10
5
10
60
Unsupervised
Unsupervised
Unsupervised
Yes
Yes
Yes
Call Answer
Call Answer
Call Answer
11
12
5
10
60
60
0
60
Supervised
Supervised
Supervised
No Transfer
Unsupervised
No Transfer
Yes
Yes
Yes
Yes
No
No
Call Answer
Call Answer
Call Answer
Call Answer
Automated Attendant
Call Answer
Class
1
13
*14
**15
***16
Covarage Service
Call Answer
Call Answer
Call Answer
Call Answer
Call Answer
Call Answer
Call Answer
NOTES:
Classes 7 and 14 are used for Guest Mailboxes that do not
*
have an associated extension.
** Class 15 is used with Delayed Call Handling. Class 15 is also
used with Night Only Call Handling for MERLIN LEGEND
releases 1.0, 1.1, and 1.2i. Voice mailboxes with Class of
Service 15 are used to provide Automated Attendant Service.
* * * Class 16 is for special mailboxes, used for purposes, such as
order taking, message drop, or dictaphone. The General
Mailbox should be assigned Class 16.
5-12
Changing the Class of Service
Adding and Changing Voice Mailbox Assignments
Definitions for Class of Service Key:
Mins (Minutes)— total number of minutes available for storing
messages in the mailbox. For an individual message, the maximum
message length is 2 minutes for Classes of Service 1-14; for Class of
Service 16, it is 15 minutes.
Transfer Type—method of transfer to be used for this Class of Service.
Outcalling—whether Outcalling is permitted; this feature calls a designated
phone number or beeper/pager number when a message is placed in
a subscriber’s mailbox.
Coverage Service—type of coverage that this Class of Service provides.
8.
Choose one:
— Select an option from the menu.
— [ * ] [ # ] to indicate that changes for this mailbox are complete.
Enter another mailbox number and [ # ], or press [ * ] [ # ] again to
return to the Mailbox Administration Menu.
Initializing a Subscriber’s Password
If a subscriber forgets the password to his or her voice mailbox, you can
initialize (reset) the password to 1234 so the subscriber can retrieve the
messages in the mailbox. The subscriber can then change the password.
When you initialize a password, all other information associated with the
mailbox remains unchanged, including greetings, messages, and so on.
If you, the system administrator, have forgotten your password, call the AT&T
Helpline (refer to the copyright notice page) or call your AT&T authorized
dealer to reset it.
Initializing a Subscriber’s Password
5-13
Adding and Changing Voice Mailbox Assignments
RECOMMENDATION:
The best protection your company has against unauthorized access to
your voice mail messages and services is the subscriber password. The
MERLIN MAIL—ML system allows a caller three unsuccessful attempts
to log in to voice mail. After the third attempt, the call is automatically
disconnected. To make security more effective:
■
Ensure that subscribers use passwords and change them
periodically.
■
Tell subscribers to keep their passwords secret.
■
Ensure that factory-set default passwords are changed to
passwords unique to the individual user.
■
Use the following guidelines for creating passwords:
— Use all four digits.
— Do not use passwords such as “1111” or “7777”.
— Do not use telephone or extension numbers as passwords.
— Do not code passwords in function keys, speed dialing keys,
and so on.
To initialize a subscriber’s password to 1234, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 4 ] for Mailbox programming.
The Mailbox Administration Menu plays.
4.
[ 6 ] to modify a mailbox.
The system prompts you to enter a mailbox number.
5-14
Initializing a Subscriber’s Password
Adding and Changing Voice Mailbox Assignments
5.
Enter the mailbox number followed by [ 1 ].
The mailbox number and name plays, if one is recorded. Then the Mailbox
Modification Menu plays.
6.
[ 3 ] to initialize the password to the default, 1234.
The password is reset to 1234. The system tells you the password has been
initialized and then plays the Mailbox Modification Menu.
7.
Choose one:
— Select an option from the menu.
— [ * ] [ # ] to indicate that changes for this mailbox are complete.
Enter another mailbox number and [ # ] or press [ * ] [ # ] again to
return to the Mailbox Administration Menu.
8.
Tell the subscriber to log in to voice mail and change the password.
Changing the Voice Mailbox
Language
If the MERLIN MAIL—ML system has been set up for bilingual operation, you
can change a subscriber’s voice mailbox language.
When a subscriber logs in, all menus and prompts play in the subscriber’s
voice mailbox language.
When a caller reaches a subscriber’s voice mailbox, the personal greeting
plays in the subscriber’s voice mailbox language. Callers must press [ * ] [ 1 ] to
hear the subscriber’s greeting in the alternate language.
Changing the Voice Mailbox Language
5-15
Adding and Changing Voice Mailbox Assignments
To change a subscriber’s voice mailbox language, update MERLIN MAIL—ML
Form B: Voice Mailbox Assignments with the new language preference and
follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 4 ] for Mailbox programming.
The Mailbox Administration Menu plays.
4.
[ 6 ] to modify a mailbox.
The system prompts you to enter a mailbox number.
5.
Enter the mailbox number followed by [ # ].
The mailbox number and name plays, if one is recorded. Then the Mailbox
Modification Menu plays.
6.
[ 4 ] to change the subscriber’s language preference.
The Language Selection Menu plays.
5-16
Changing the Voice Mailbox Language
Adding and Changing Voice Mailbox Assignments
7.
Select one:
— [ 1 ] to select the primary language as the mailbox language.
— [ 2 ] to select the secondary language as the mailbox language.
— [ # ] to play the current mailbox language.
The system plays back the language selected, or the current mailbox
prompt language if [ # ] was pressed. The system then prompts you to
approve or re-enter the language selection.
— [ * ] [ # ] to quit.
The mailbox language is not changed. The Mailbox Modification Menu
plays.
8.
Choose one:
— [ * ] [ # ] to approve the language selection.
The Mailbox Modification Menu plays.
— [ 1 ] to re-enter the language selection. Go back to Step 7.
9.
Choose one:
— Select an option from the menu.
— [ * ] [ # ] to indicate that changes for this mailbox are complete.
Enter another mailbox number and [ # ] or press [ * ] [ # ] again to
return to the Mailbox Administration Menu.
Changing the Voice Mailbox Language
5-17
Adding and Changing Voice Mailbox Assignments
Deleting a Mailbox
When you delete a mailbox, messages in the mailbox are deleted. Deleted
mailboxes are automatically removed from Group Lists.
RECOMMENDATION:
To prevent unauthorized access to your MERLIN MAIL—ML system, it is
recommended that you delete the voice mailbox of a subscriber who has
left the company.
To delete a subscriber’s voice mailbox, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 4 ] for Mailbox programming.
The Mailbox Administration Menu plays.
4.
[ * ] [ D ] (or [ * ] [ 3 ]) to delete the mailbox.
The system prompts you to enter the mailbox number.
5.
Enter the mailbox number followed by [ # ].
The subscriber name, if recorded, and mailbox number plays, followed by a
prompt to confirm the deletion.
6.
Enter one of the following:
— [ 9 ] for “Yes” to confirm the deletion.
The mailbox and any messages in it are deleted. The system plays a
message saying that the mailbox has been deleted and then plays the
Mailbox Administration Menu.
— [ 6 ] for “No” to cancel the deletion.
The mailbox and messages are saved. The system plays the Mailbox
Administration Menu.
5-18
Deleting a Mailbox
Creating, Changing, and
Using Group Lists
6
Administration
Main Menu
9
Group
Lists
Scan
Group Lists
Create a
Group List
Modify or
Review a
Group List
Delete a
Group List
Figure 6-1. Group Lists Administration Menu Structure
Two features—Group Lists and Broadcast—enable a single voice mail
message to be sent to many subscribers at one time, without dialing each
extension.
Figure 6-1 shows the menu structure you use to program Group Lists.
Instructions for creating, changing, and using Group Lists, and using the
Broadcast feature are provided on the pages that follow.
6-1
Creating, Changing, and Using Group Lists
A Group List consists of extensions (up to 99) assigned to a single group.
That group of extensions is assigned a Group List number. When a subscriber
sends a message to a Group List number instead of an extension number, the
message is sent to all of the voice mailboxes contained in the Group List.
Subscribers can be members of several different Group Lists. As the system
administrator, you can create and maintain up to 99 Group Lists for use by
voice mail subscribers.
Like Group Lists, the Broadcast message feature lets you send a message to
many subscribers at the same time. Unlike Group Lists, the Broadcast
message feature:
■
Can only be used by you, the system administrator.
■
Sends the message to every subscriber, not just the members of a
single Group List.
For more details on Broadcast messages, refer to “Sending a Broadcast
Message to All Subscribers” later in this chapter.
Administering Group Lists
Creating and maintaining the Group Lists is your responsibility as system
administrator. Be sure to keep all of the subscribers informed about changes
to the Group Lists, so that they can make best use of this feature.
6-2
Administering Group Lists
Creating, Changing, and Using Group Lists
Scanning a Group List
The Scanning a Group List option allows you to play the group list number
and number of subscribers in a Group List. It also allows you to delete a
Group List while scanning.
To scan a Group List, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator's name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 5 ] for Group Lists.
The Group List Administration Menu plays.
4.
[ 2 ] to scan Group Lists.
The first Group List number plays, followed by the number of subscribers in
the list.
5.
Enter one of the following options:
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the Group List. Go to Step 6.
— [ * ] to get the next list.
— [ * ] [ # ] to return to the Group List Administration Menu.
6.
Enter the appropriate option:
— [ 9 ] for “Yes” to confirm the deletion.
The Group List is deleted. The Group List Administration Menu plays.
— [ 6 ] for “No” to cancel the deletion.
The Group List is not deleted. The Group List Administration Menu
plays.
Administering Group Lists
6-3
Creating, Changing, and Using Group Lists
Creating a Group List
When you create a new Group List, be sure to notify subscribers.
To create a new group list, record the subscribers on MERLIN MAIL—ML
Form I: Group Lists, and follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 5 ] for Group Lists.
The Group List Administration Menu plays.
4.
[ 4 ] to create a Group List.
The system prompts you to enter the new Group List number.
5.
Enter the new Group List number (1–99) followed by [ # ].
The system prompts you to enter an extension number.
6.
Enter a subscriber’s extension number followed by [ # ].
The system plays the mailbox name of the subscriber for the extension
number entered, then prompts you to enter the next extension number.
NOTE:
To delete the last mailbox entered, press [ * ] [ D ] (or [ * ] [ 3 ]). The
system will confirm the deletion and prompt you to enter the next
extension.
7.
Repeat Step 6 for each extension to be added to the Group List.
8.
[ * ] [ # ] to save the Group List.
The Group List Administration Menu plays.
6-4
Administering Group Lists
Creating, Changing, and Using Group Lists
Reviewing and Modifying a Group List
The Review or Modify a Group List option allows you to review the current
subscribers in a list. You can then choose to change, delete, or add individual
extensions in the list.
NOTE:
Be sure to update MERLIN MAIL—ML Form I: Group Lists and notify
voice mail subscribers when you change Group Lists.
To review or modify a Group List, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 5 ] for Group Lists.
The Group List Administration Menu plays.
4.
[ 6 ] to modify or review a Group List.
The system prompts you to enter a Group List number.
5.
Enter the Group List number followed by [ # ].
The number of entries in the list plays followed by the name of the first entry
in the list. Then the Group List Modification Menu plays.
Administering Group Lists
6-5
Creating, Changing, and Using Group Lists
6.
Select one of the following options:
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the entry played.
The system plays “Deleted” and then plays the next entry.
— [ # ] to review the next entry on the list.
The next entry plays. When there are no more entries in the list the
system tells you so and then plays the Group List Administration Menu.
— [ 1 ] to add entries. (Go to Step 7.)
The system prompts for the new entry if it has less than 100 entries in
the Group List.
— [ * ] [ 1 ] to go back to the beginning of the list.
The first entry plays. Choose an option from Step 6.
— [ * ] [ # ] to return to the Group List Administration Menu.
7.
Enter the extension to be added to the list, followed by [ # ].
The new entry is added.
8.
Repeat Step 7 for each extension to be added to the Group List.
9.
Press [ * ] [ # ] when you have finished adding entries.
The system plays the next entry in the list, if any, followed by the Group List
Modification Menu. If there are no more entries, the system states so, and
returns to the Group List Administration Menu.
6-6
Administering Group Lists
Creating, Changing, and Using Group Lists
Deleting a Group List
The Delete a Group List option allows you to remove an entire Group List from
Voice Mail Service.
NOTE:
Be sure to notify subscribers when you delete a Group List—especially if
you intend to use the Group List number again for a different list of
subscribers.
To delete a Group List, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 5 ] for Group Lists.
The Group List Administration Menu plays.
4.
[ * ] [ D ] (or [ * ] [ 3 ]) to delete a Group List.
The system prompts you to enter the number of the Group List to be deleted.
5.
Enter the Group List number to be deleted, followed by [ # ].
The system prompts you to confirm that you want the Group List to be
deleted.
6.
Choose an option:
— [ 9 ] for “Yes” to confirm the deletion.
The Group List is deleted.
— [ 6 ] for “No” to cancel the deletion.
The Group List is not deleted.
Administering Group Lists
6-7
Creating, Changing, and Using Group Lists
7.
Choose an option:
— Go to Step 5 to delete another Group List.
— [ * ] [ # ] to return to the Group List Administration Menu.
Sending Messages Using Broadcast
or Group Lists
You can send messages to many subscribers at the same time by using the
following features:
■
Broadcast—allows the system administrator to send a message to
all subscribers.
■
Group Lists—allows any subscriber to send a message to
subscribers on a Group List.
Sending a Broadcast Message
to All Subscribers
The Broadcast feature allows you to “broadcast” a message to all the
subscribers on the system without having to enter each extension individually.
When you broadcast a message to all subscribers, the message is sent out
immediately. However, the message-waiting indicator on each phone does
not light until 3 a.m.
NOTE:
Outcalling is not performed for Broadcast messages. In addition,
Broadcast messages are not sent to the system administrator’s mailbox,
the Trouble Mailbox, or the General Mailbox.
6-8
Sending Messages Using Broadcast or Group Lists
Creating, Changing, and Using Group Lists
To send a broadcast message, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 1 ] to record a message.
The system prompts you to record at the tone.
3.
Record your message (up to 2 minutes) followed by [ 1 ].
The Message Editing Menu plays.
4.
Select one of the following options or skip to Step 5:
— [ 2 ] [ 3 ] to play back the message.
— [ 2 ] [ 1 ] to re-record the message.
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the message.
5.
[ * ] [ # ] to approve the message.
The system prompts you to enter an extension and [ # ] or [ * ] [ 5 ] to enter a
Group List.
6.
[ * ] [ 6 ] to send the message to all subscribers.
The system tells you that the message will be sent to all subscribers and that
the message is scheduled for delivery. The Voice Mail Activity Menu plays.
NOTES:
[ * ] [ 6 ] is not mentioned in the message addressing prompt. It is
only available to the system administrator for sending Broadcast
messages.
If you entered extensions or Group List numbers before pressing
[ * ] [ 6 ] you will not be able to use the Broadcast feature to send
that message unless you first delete the extensions or group lists
entered. To do this, press [ * ] [ D ] (or [ * ] [ 3 ]) as many times as
needed to delete the extensions or group lists. Then press [ * ] [ 6 ]
to use the Broadcast feature.
Sending Messages Using Broadcast or Group Lists
6-9
Creating, Changing, and Using Group Lists
Sending a Message to a Group List
Provide all of the subscribers at your company with the following instructions
for sending a message to subscribers on a Group List.
To send a message to a Group List, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system.
Your subscriber name plays; then the Voice Mail Activity Menu plays.
2.
[ 1 ] to record a message.
The system prompts you to record at the tone.
3.
Record your message (up to 2 minutes) followed by [ 1 ].
The Message Editing Menu plays.
4.
Choose an option or go to Step 5:
— [ 2 ] [ 3 ] to play back the message.
— [ 2 ] [ 1 ] to re-record the message.
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the message.
5.
[ * ] [ # ] to approve the message.
The system prompts you to enter an extension or [ * ] [ 5 ] to enter a Group List.
6.
[ * ] [ 5 ] to send the message to subscribers on a Group List.
The system prompts you to enter a Group List number.
7.
Enter the Group List number (1–99) followed by [ # ].
The system prompts you to enter another extension number or [ * ] [ 5 ] to
enter a Group List.
6-10
Sending Messages Using Broadcast or Group Lists
Creating, Changing, and Using Group Lists
8.
Choose one or go to Step 9:
— To address the message to another Group List, repeat Steps 6
and 7.
— To address the message to an individual voice mailbox, enter
the mailbox number and [ # ].
— To address the message using the Directory feature,
press [ * ] [ A ] (or [ * ] [ 2 ]) and follow the prompts.
9.
Press [ * ] [ # ] when you are finished addressing your message.
The system tells you that the message is scheduled for delivery. The Voice
Mail Activity Menu plays.
Sending Messages Using Broadcast or Group Lists
6-11
Changing System
Greetings
7
Administration
Main Menu
9
System
Greetings
Voice
Mail
Greeting
Automated
Attendant
Greeting
Figure 7-1. System Greetings Menu Structure
The MERLIN MAIL—ML system plays two types of system greetings:
Automated Attendant Service and Voice Mail Service. This chapter gives
instructions for changing both types of greetings to suit your business needs.
7-1
Changing System Greetings
Figure 7-1 gives an overview of the menu structure you will follow in the
instructions.
Voice Mail Greeting
Subscribers accessing the Voice Mail Service hear the Voice Mail Greeting. If
the system is in bilingual mode, the Voice Mail Greeting plays in both
languages. If your company prefers a customized Voice Mail Greeting, you
can change it from the factory setting.
■
The Voice Mail Greeting factory setting is:
“ Welcome to MERLIN MAIL. Please enter extension and pound sign.”
RECOMMENDATION:
Although you can change the Voice Mail Greeting, it is strongly
recommended that you use the factory setting.
Listening to the Voice Mail Greeting
To listen to the greeting that plays when callers dial the Voice Mail Service,
follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to administer the system.
The System Administration Menu plays.
3.
[ 7 ] for System Greeting.
The System Greeting Choice Menu plays.
4.
[ 1 ] for Voice Mail greeting.
The system prompts you to record the greeting, then the Voice Mail Greeting
Menu plays.
7-2
Voice Mail Greeting
Changing System Greetings
5.
[ 0 ] to listen to the greeting.
The current greeting plays followed by the Voice Mail Greeting Menu.
If the system is set up in monolingual mode, press [ * ] [ # ] to keep the
current greeting.
If the system is set up in bilingual mode, press [ * ] [ # ] to keep the current
greeting. To hear the greeting in the secondary language, press [ 0 ]. To keep
this greeting press [ * ] [ # ].
Changing the Voice Mail Greeting
You can customize the Voice Mail Greeting to meet the needs of your voice
mail subscribers.
■
The Voice Mail Greeting can be up to 2 minutes long.
■
It must tell subscribers to enter their extension number followed
by [ # ].
To change the Voice Mail Greeting, update MERLIN MAIL—ML Form D: Voice
Mail Greeting and follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays; then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to administer the system.
The System Administration Menu plays.
3.
[ 7 ] for System Greeting.
The System Greeting Choice Menu plays.
4.
[ 1 ] for Voice Mail greeting.
The system prompts you to record the greeting, then the Voice Mail Greeting
Menu plays.
Voice Mail Greeting
7-3
Changing System Greetings
5.
Select an option:
— [ 1 ] to record a greeting.
The system prompts you to record at the tone. Go to Step 6.
— [ 0 ] to listen to the greeting.
The Voice Mail Greeting plays. Select an option from Step 5.
— [ 2 ] to use the system default greeting.
The message “System default greeting will be used.” plays.
If the MERLIN MAIL—ML system is set up for monolingual operation,
the System Greeting Choice Menu plays.
If the MERLIN MAIL—ML system is set up for bilingual operation, the
system prompts you to record the greeting in the secondary language.
Skip to Step 9.
— [ * ] [ # ] to use the current greeting.
The message “The current greeting will be used.” plays.
If the MERLIN MAIL—ML is set up for monolingual operation, the
System Greeting Choice Menu plays. This procedure is completed.
If the MERLIN MAIL—ML is set up for bilingual operation, the system
prompts you to record the greeting in the secondary language. Skip to
Step 9.
6.
Record the Voice Mail Greeting, then press [ 1 ].
NOTE:
Remember to include instructions for the caller to enter an
extension number followed by [ # ].
The system plays the Message Editing Menu.
7.
Enter one of the following options or go to Step 8:
— [ 2 ] [ 3 ] to play back the greeting.
— [ 2 ] [ 1 ] to re-record the greeting.
7-4
Voice Mail Greeting
Changing System Greetings
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the new greeting and use the
previous greeting.
8.
[ * ] [ # ] to approve the greeting.
If the MERLIN MAIL—ML system is set up for monolingual operation, the
system plays the Voice Mail Greeting Menu. Skip to Step 10.
If the MERLIN MAIL—ML system is set up for bilingual operation, the system
prompts you to record the greeting in the secondary language. Go to Step 9.
9.
(Bilingual Operation Only) Repeat Steps 5 through 8 for the secondary
system language.
The system plays the Voice Mail Greeting Menu.
10.
[ * ] [ # ] to return to the System Greeting Choice Menu.
Automated Attendant Service
Greetings
The MERLIN MAIL—ML system’s Automated Attendant Service plays a
greeting to every caller that calls your company: a Day Greeting for calls
received during scheduled business hours and a Night Greeting for calls
received after scheduled business hours or when the company is closed.
NOTE:
The greeting can be a maximum of 10 seconds.
The Automated Attendant Service Greetings serve the following purposes:
■
Inform customers that they have reached your company.
■
Tell touch-tone phone callers to press [ 1 ] if the MERLIN MAIL—ML
system has been set up for monolingual operation and the
Touch-Tone Gate is “On.”
■
Tell touch-tone phone callers to press [ * ] [ 1 ] to select the alternate
language if the MERLIN MAIL—ML system has been set up for
bilingual operation.
Automated Attendant Service Greetings
7-5
Changing System Greetings
For example, if the Travel Agency set up the MERLIN MAIL—ML system for
monolingual operation with the Touch-Tone Gate activated, callers to the
agency would hear the following greeting:
Thank you for calling the Travel Agency.
If you are calling from a touch-tone phone, press [ 1 ] now.
If the Travel Agency set up the MERLIN MAIL—ML system for bilingual
operation, with English as the primary language and Spanish as the
secondary language, callers would hear this greeting:
Thank you for calling the Travel Agency.
Para escuchar en espãnol, marque los [ * ] [ 1 ].
As system administrator, you may want to listen to or change the Automated
Attendant Service Greetings. If you want to change the greetings, remember
to update MERLIN MAIL—ML Form C: Automated Attendant Service Greeting
and verify the setting of the Touch-Tone Gate. (See “Changing the
Touch-Tone Gate Setting” in Chapter 4.)
7-6
Automated Attendant Service Greetings
Changing System Greetings
Listening to an Automated
Attendant Service Greeting
To listen to the greeting that plays when the phone is answered by the
Automated Attendant Service, follow the instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays, then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 7 ] for System Greeting.
The System Greeting Choice Menu plays.
4.
[ 3 ] for Automated Attendant Service greeting.
The system prompts you to select either the Day or Night greeting.
5.
Enter one of the following options:
— [ 1 ] to play back the Day Greeting.
— [ 2 ] to play back the Night Greeting.
The Automated Attendant Service Greeting Administration Menu plays.
6.
[ 0 ] to listen to the greeting you selected.
The current greeting plays followed by the Automated Attendant Service
Greeting Administration Menu.
Automated Attendant Service Greetings
7-7
Changing System Greetings
Changing an Automated Attendant
Service Greeting
Callers hear one of two Automated Attendant Service greetings when they call
your company:
■
Automated Attendant Service Day Greeting
■
Automated Attendant Service Night Greeting
To change either Automated Attendant Service Greeting, change MERLIN
MAIL—ML Form C: Automated Attendant Service Greeting and follow the
instructions below:
1.
Log in to the MERLIN MAIL—ML system as the system administrator.
The system administrator’s name plays, then the Voice Mail Activity Menu
plays.
2.
[ 9 ] to program the system.
The System Administration Menu plays.
3.
[ 7 ] for System Greeting.
The System Greeting Choice Menu plays.
4.
[ 3 ] for the Automated Attendant Service Greeting.
The system prompts you to select either the Day or Night greeting.
5.
Choose one of the following options:
— [ 1 ] for Day Greeting.
— [ 2 ] for Night Greeting.
— [ * ] [ # ] to quit.
The System Greeting Choice Menu plays.
7-8
Automated Attendant Service Greetings
Changing System Greetings
6.
Choose one of these options:
— [ 1 ] to record the greeting.
The system prompts you to record at the tone.
— [ 0 ] to listen to the current greeting.
The Greeting plays.
— [ 2 ] to use the system default greeting.
The system states that the default greeting will be used, then prompts
you to select either the Day or Night Greeting. Go back to Step 5.
7.
Record the greeting.
— The greeting is limited to 10 seconds—make the greeting as
brief as possible.
— In monolingual mode, if the Touch-Tone Gate is “On,” the
greeting must tell callers to press [ 1 ] if they are calling from a
touch-tone phone.
— In bilingual mode, the greeting must tell callers to press [ * ] [ 1 ]
to select the alternate language.
8.
[ 1 ] after recording the greeting.
The system plays the Greeting Editing Menu.
9.
Enter an option or go to Step 10:
— [ 2 ] [ 3 ] to listen to the greeting.
— [ 2 ] [ 1 ] to re-record the greeting. Go back to Step 8.
— [ * ] [ D ] (or [ * ] [ 3 ]) to delete the new greeting and use the
previous greeting.
10.
[ * ] [ # ] to approve the greeting.
The Automated Attendant Greeting Administration Menu plays.
Automated Attendant Service Greetings
7-9
Troubleshooting
8
PROBLEM:
Touch-tones were entered but not detected by the MERLIN
MAIL—ML system.
Possible Cause
The line is too “noisy.”
Corrective Action
The system may not be able to
interpret touch-tones while a prompt
plays because of the noise. Wait until
the prompt finishes before entering
the touch-tones.
If you are using a speakerphone, turn
off the microphone.
PROBLEM:
A call transferred by the system appears on both the intercom
button and a phone’s line button.
Possible Cause
When the system transfers a call to a
phone that 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.
Corrective Action
Use the intercom button to answer the
call.
8-1
Troubleshooting
PROBLEM:
No one is on the line when you first answer a call transferred by
the system.
Possible Cause
If the system is using Supervised
Transfer, it waits for you to answer the
call before it connects the caller to
you. Thus, there is a momentary delay
between the time you pick up the call
and when the caller is actually
connected. Under these
circumstances, the system waits to
hear your voice before connecting the
call.
The system has transfered the call to
a non-subscriber.
PROBLEM:
Corrective Action
When you answer a call, wait a
moment after the two beeps, then
speak again. The caller should be
connected.
Use Unsupervised Transfer together
with group coverage by the MERLIN
MAIL—ML system. Unsupervised
Transfer will connect the call
immediately. If there is no answer,
group coverage will send the call to
the MERLIN MAIL—ML system’s Call
Answer Service.
None. It is normal operation for a short
delay to occur when the system
transfers a call to a non-subscriber.
Part of the greeting gets cut off.
Possible Cause
Corrective Action
You may have begun recording the
greeting too early.
Speak after the beep ends.
A touch-tone was pressed while
recording the greeting.
Re-record the greeting.
8-2
Troubleshooting
PROBLEM:
System terminates recording of name, greeting, or message
before user finishes.
Possible Cause
Corrective Action
The recording may exceed
limit set for it.
Be sure the recording does not
exceed the time limit, then re-record it.
The speaker’s voice sounded like a
touch-tone digit.
Re-record the message.
PROBLEM:
Message-waiting indicator will not turn on or off.
Possible Cause
Corrective Action
It takes about 30 seconds for the
system to turn the indicator on or off. If
there is heavy call traffic, it may take
slightly longer.
Wait a minute or two.
The message-waiting indicator
remains lighted until all messages are
removed from the voice mailbox,
unless you turn it off.
Remove messages from the voice
mailbox.
The message-waiting indicator may
be indicating that there is a message
in the Trouble Mailbox or the General
Mailbox, or that an operator message
or a fax has arrived.
If you are the system administrator,
check the Trouble Mailbox and delete
all messages. If you are the General
Mailbox owner, check the General
Mailbox and delete all messages. If
you are the fax message receiver,
check to see if a fax has arrived and if
so, turn off your message-waiting
indicator. Also, check with the
operator to see if you have a message.
8-3
Troubleshooting
PROBLEM:
Messages cannot be left in a subscriber’s voice mailbox.
Possible Cause
The voice mailbox is full.
Corrective Action
Old messages must be deleted
regularly from voice mailboxes.
NOTE:
When an individual’s voice mailbox is
full, new messages to that subscriber
are deposited in the General Mailbox
along with a recording identifying the
name and extension of the called
party.
Voice mailbox may be too small.
8-4
Mailbox sizes range from 5 to 60
minutes. If subscribers frequently hear
the “Mailbox Nearly Full” message,
you may want to change the Class of
Service to increase the storage size of
their voice mailboxes.
Troubleshooting
PROBLEM:
Calls are not being transferred properly.
Possible Cause
The Automated Attendant Service
may not be administered properly.
Corrective Action
Make sure the menu script matches
the programmed Selector Codes.
If the problem involves the system
operator, be sure the proper
extension has been designated for
that person. On the MERLIN
MAIL—ML system, check the setting
for system operator’s extension; also
on the MERLIN LEGEND system,
check the setting for “Unassigned”
under “Options.”
PROBLEM:
Callers hear ringing, but the system does not answer.
Corrective Action
Possible Cause
This is normal when all the the system
ports are busy.
None.
The connections of the modular cords
to the MERLIN MAIL—ML system unit
may be loose.
Check the modular cords on the unit
to make sure they are securely
connected. Call the MERLIN
MAIL—ML system port directly to see
if the call is answered. If it is not
answered, the connection may be
broken and you may need to
reconnect or replace the modular
cords.
8-5
Troubleshooting
PROBLEM:
The system does not answer immediately.
Possible Cause
Corrective Action
The system may be administered
for Delayed Answer.
Check the settings on the MERLIN
MAIL—ML system.
The Intercom buttons (Key Mode) or
System Access buttons
(Hybrid/PBX mode) on the MERLIN
MAIL—ML ports may have been set
to Delayed Ring or No Ring.
Check the settings via MERLIN
LEGEND system programming.
The connections of the modular cords
to the MERLIN MAIL—ML system unit
may be loose.
Check the modular cords on the unit
to make sure they are securely
connected.
PROBLEM:
Busy signal received when calling into Voice Mail.
Possible Cause
All ports are in use or maintenance is
being performed on the MERLIN
MAIL—ML system unit.
PROBLEM:
Corrective Action
Try again later.
Subscriber unable to log in to Voice Mail.
Possible Cause
Corrective Action
Password may be incorrect.
Check to see that the password is correct.
Someone else is already logged in to
that mailbox.
Only one person can log in to a
mailbox at a time. Change the
mailbox password to prevent
unauthorized use.
8-6
MERLIN MAIL—ML
Factory Settings
A
MERLIN MAIL—ML Factory Settings
Factory Settings
MERLIN MAIL—ML Parameters
System Parameters
All ports AA
Port Allocation
No Delayed Answer
No Delayed Answer/Delayed Answer
Number of Rings for No Delayed Answer 1
4
Number of Rings for Delayed Answer
None
Fax Extension
768
System Operator’s Extension
10
General Mailbox Owner
9997
System Administrator’s Mailbox
2
Maximum Digit Length
Monolingual
Language Mode
English
System Language
Schedule
Closed All Day
Business Schedule
Changeable
Yes
Yes
No
No
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
A-1
Appendix A
MERLIN MAIL—ML Factory Settings
MERLIN MAIL—ML Parameters
Factory Settings
Automated Attendant Service
Menu Prompts
2 minutes maximum
Announcements
2 minutes maximum
Announcement Numbers
1–99
1–99
Submenu Numbers
Day Dial 0/Timeout Action
Transfer to
System Operator
Night Dial 0/Timeout Action
Transfer to General
Mailbox
Touch-Tone Gate: Monolingual mode
On
Touch-Tone Gate: Bilingual mode
On
Mailboxes
Name Recording
4 seconds maximum
Personal Greetings
2 minutes maximum
System Administrator’s Mailbox
9997
COS 7
Trouble Mailbox
General Mailbox
General Mailbox Owner
Message length
9998
COS 7
9999
COS 16
Extension 10
1 second–2 minutes
maximum for COS
1–14
Changeable
No
No
No
No
Yes
Yes
Yes*
No
No
No
Yes
Yes
No
Yes
No
Yes
Yes
No
1 second–15 minutes
for COS 16 only
Group Lists
Group List IDs
1-99
No
* If a fax extension is administered, the Touch-Tone Gate cannot be changed.
A-2
Appendix A
MERLIN MAIL—ML Factory Settings
Changeable
Factory Settings
MERLIN MAIL—ML Parameters
System Greetings
No
2 minutes maximum
Voice Mail Greeting
10 seconds maximum No
Automated Attendant Service Greetings
A-3
Sending Faxes to the
MERLIN MAIL—ML
System
B
The MERLIN MAIL—ML system can automatically recognize fax calls from fax
machines that produce industry-standard fax (CNG) tones and direct the fax
call to the correct fax extension or fax calling group. For details, see Chapter
2, “Changing System Parameters.”
Fax calls from fax machines that do not produce industry-standard fax (CNG)
tones can be manually directed to the correct fax extension. Have the fax
sender follow these instructions:
1.
Call your company.
The Autotmated Attendant Greeting plays.
2.
(Monolingual Mode Only) If the MERLIN MAIL—ML system is set up for
monolingual mode and the Touch-Tone Gate is on, press [ 1 ].
3.
In order to transfer to the fax extension, respond to the prompts. Depending
on how the MERLIN MAIL—ML system is set up, the caller will select a
menu option, dial the fax extension directly, or press [ * ] [ 8 ] and the fax
extension number.
4.
Wait until transferred to the fax extension and the handshake tone starts.
Press Start.
B-1
Appendix B
NOTE:
If your company regularly receives fax calls from machines that do not
produce industry-standard fax (CNG) tones, you may want to designate
a Selector Code on a menu for Selector Code Transfer to the fax
extension. Then, when the fax sender calls, have the sender select the
appropriate menu option. When the sender hears the handshake tone,
the sender should press Start.
B-2
Glossary
A
Announcement
An informative message that provides frequently requested information. It is
pre-recorded by the system administrator and plays to callers who select it from the
Automated Attendant Service Main Menu or a submenu.
Automated Attendant
See Automated Attendant Service.
Automated Attendant Service
The system component that automatically answers and directs incoming calls to the
desired extensions or plays an announcement selected by the caller.
B
Bilingual Mode
MERLIN MAIL—ML system operation that allows callers and subscribers to select one
of two languages in which system prompts, menus, and announcements are played.
Bilingual language combinations are English/French, French/English, English/Spanish,
and Spanish/English. See also Primary System Language and Secondary System
Language.
Broadcast
A feature that lets the system administrator send a message to all Voice Mail
subscribers at the same time without having to address it to each extension.
Business Schedule
The days and hours that a business is open or closed. This programmable option can
be used to determine when the Automated Attendant Service Day or Night greetings
and menus play.
C
Call Answer Service
The system feature that allows callers to leave a message or to transfer to another
extension when their calls are not answered by the called party.
GL-1
Glossary
Calling Group
A group of extensions that perform a similar function. A Calling Group can be
administered to provide Group Coverage for one or more Coverage Groups. See also
Group Calling, Coverage, and Coverage Group.
Class of Service (COS)
This parameter defines the characteristics of a voice mailbox. Identifies the total
mailbox storage space (0, 5, 10, or 60 minutes), maximum message length (2 or 15
minutes), the type of transfer (Unsupervised, Supervised, or No Transfer), and the
Outcalling permission (permitted or not permitted).
CNG
In the data communications environment, a fax calling tone that indicates that a fax
machine is ready to transmit.
COS
See Class of Service.
Coverage
This feature designates an alternate answering position when the extension called is
busy or does not answer. It is programmed by the MERLIN LEGEND system manager.
Coverage Group
A group of extensions that is programmed to be covered by the same Group Coverage
receiver(s). Individual extensions or a Calling Group (such as the MERLIN MAIL—ML
Calling Group) can be a Group Coverage receiver.
D
Day Greeting
The Automated Attendant Service Greeting that plays during the hours that a company
is open for business. See also Night Greeting.
Delayed Answer
The MERLIN MAIL—ML feature that allows MERLIN MAIL—ML ports to answer a call
after a delay of four rings. See also Immediate Answer.
Dial Plan
The extension assignments for all equipment (voice or data) connected to the
communications system. Also called Numbering Plan.
GL-2
Glossary
Dial 0/Timeout Action
Automated Attendant Service feature in both monolingual and bilingual mode that
determines how a call is processed when a caller dials 0 (zero) or when a caller does
not make a selection from the main menu. Calls can be transferred to the system
operator, connected to the General Mailbox, or can be disconnected. This option is
programmed separately for day and night operation by the system administrator.
In monolingual mode with the Touch-Tone Gate “On,” this feature determines how a
call is processed if the caller does not respond to the Touch-Tone Gate within 4
seconds after the Automated Attendant Greeting finishes playing (8 seconds if Fax Call
Handling is used). In Call Answer Service, this option determines what happens when
a caller presses 0 (zero). See also Touch-Tone Gate.
E
Exclusion List
When the MERLIN LEGEND Night Service with Outward Restriction feature is used, the
subscribers who can make external calls without entering a password when Night
Service is activated. Subscribers who are not on this list must enter a password to
make external calls when Night Service is activated.
Extension
Number that identifies a phone or other voice or data equipment connected to the
system. Extension numbers can be 1-to-4 digits.
F
Factory Settings
The settings that are in effect when the MERLIN LEGEND Communications System or
the MERLIN MAIL Voice Messaging System—Multi-Lingual Version is shipped.
Sometimes these settings are referred to as “default settings.”
Fax Message-Waiting Receiver
The extension designated to receive message-waiting indications for calls directed to
the fax extension or Fax Calling Group. See also Message-Waiting Receiver.
Fax Tones
See CNG.
GL-3
Glossary
G
General Mailbox
A voice mailbox (mailbox 9999) where callers can leave messages when a
subscriber’s mailbox is full, if they are dialing from a rotary phone, or do not know the
extension of the person they would like to contact. See also General Mailbox Owner.
General Mailbox Owner
The individual responsible for transferring messages from the General Mailbox to the
appropriate person. The message-waiting indicator on the General Mailbox owner’s
phone lights whenever a message is placed in the General Mailbox.
Greeting
Initial message that plays to callers. See also Day Greeting, Night Greeting, Personal
Greeting, Temporary Closure Greeting, and Voice Mail Greeting.
Group Calling
A feature that directs calls to a group of people assigned to handle the same type of
call. A single extension number is assigned to the group and is used by internal and
external callers to reach the group. See also Calling Group.
Group Coverage
Extensions that are grouped together so that they get coverage by the designated
group coverage receiver(s). The MERLIN MAIL—ML Calling Group can be designated
as a coverage receiver for one or more coverage groups.
Group Coverage Delay Interval
The number of times a call will ring at an extension without personal coverage but
covered by a Calling Group before the call is sent to an assigned Calling Group (group
coverage receiver). If any personal coverage (primary or secondary) is available, the
Delay Ring Interval parameter value is added to this ring delay parameter value for a
total ring delay value.
Group List
A list of subscribers programmed into the MERLIN MAIL—ML system and assigned a
number (1–99) so that subscribers can record a single message and send it to
everyone on the list at the same time simply by using the Group List number. The
system administrator maintains Group Lists.
GL-4
Glossary
Guest Mailbox
A voice mailbox assigned to visitors, guests, or employees who need to receive
messages but do not have a phone assigned to them. Callers using any of the MERLIN
MAIL—ML services can leave messages in a guest mailbox, however the system
operator cannot transfer calls to a guest mailbox. If you want the system operator to
transfer calls to a guest mailbox, set up a phantom station for the subscriber. See also
No Transfer.
H
Hunt Pattern
The search pattern used by the Group Calling feature to find the next available
extension for answering a call. The MERLIN MAIL—ML Calling Group should be
administered for a linear hunt pattern. If this search pattern is specified, the first
member is selected. If the first port is not available, the next port is selected. The
search continues in a linear manner until an available port is found.
I
Immediate Answer
The MERLIN MAIL—ML feature that allows MERLIN MAIL—ML ports to answer a call
after one ring. Immediate Answer (No Delayed Answer) is the factory setting. Contrast
with Delayed Answer.
K
Key System
A telephone system for telephones that use intercom buttons for placing and receiving
internal calls and where each line appears on its own button.
M
Mailbox
See Voice Mailbox.
GL-5
Glossary
Main Menu
A list of options presented to the caller from which the caller selects an option by
entering the corresponding Selector Code. Based on predefined associations between
menu options and Selector Codes, Automated Attendant Service routes the call to a
specific extension, submenu, or an announcement. The system administrator can
program Day and Night Main Menus for Automated Attendant Service that play when
your business is open or closed. See also Selector Code.
Main Menu Script
The list of options that plays after the Day or Night Greeting. It describes to callers what
is available on the Main Menu and can provide a list of Selector Codes that callers can
enter to get to the extension, submenu, or announcement they want.
Message-Waiting Receiver
An extension designated to receive message-waiting indications for calls directed to a
Calling Group. See also Fax Message-Waiting Receiver.
Monolingual Mode
MERLIN MAIL—ML system operation in which a single language is used for system
prompts, menus, and announcements. The available languages are English, French,
and Spanish. Contrast with Bilingual Mode.
N
Night Greeting
The Automated Attendant Service greeting that plays during the hours that a company
is closed.
Night Service
MERLIN LEGEND feature that causes calls to ring at specially assigned stations in
addition to where calls would normally ring.
No Transfer
A MERLIN MAIL—ML transfer type that is normally used for the mailboxes of visitors,
guests, or employees who need to receive messages but do not have a phone
assigned to them. Messages can be left in voice mailboxes assigned this transfer type
by: selecting an Automated Attendant Service menu option that transfers to the voice
mailbox, pressing [ * ] [ T ] (or [ * ] [ 8 ]) and entering the mailbox number from any MERLIN
MAIL—ML service, or by addressing a message to the voice mailbox from within Voice
Mail Service. See also Supervised Transfer, Unsupervised Transfer, and Guest Mailbox.
GL-6
Glossary
Numbering Plan
See Dial Plan.
O
Outcalling
A MERLIN MAIL—ML system feature that calls an outside or inside number, or
pager/beeper, to inform a subscriber when a new message has arrived in his or her
mailbox. Subscribers administer their own Outcalling number and can turn Outcalling
On or Off as required. This feature is only available if a subscriber’s voice mailbox has
a Class of Service that permits its use. A subscriber can specify a telephone number or
beeper/pager number for Outcalling.
Overflow Coverage
The method of designating a secondary Group Calling or the Queued Call Console
(hybrid/PBX only) to receive calls when the number of calls waiting in the queue for the
primary Calling Group is equal to or greater than the programmed Overflow Coverage
Threshold. See also Overflow Coverage Threshold.
Overflow Coverage Threshold
The programmable number of calls that can wait in the queue for a Calling Group
before calls are sent to another Calling Group by the Overflow Coverage feature. See
also Overflow Coverage.
P
Personal Greeting
A greeting recorded by a subscriber that callers hear when they are transferred to a
subscriber’s mailbox.
Port Allocation
The process of assigning MERLIN MAIL—ML services to each port.
Primary System Language
In bilingual mode, the default language used for playing system prompts, menus, and
announcements to callers. Contrast with Secondary System Language.
GL-7
Glossary
R
Return Time Interval
See Transfer Return Interval.
RMD
Remote Maintenance Device. A device used by AT&T or an authorized dealer to call
the system and perform maintenance and diagnostic services on the MERLIN
MAIL—ML unit from a remote location.
S
Secondary System Language
In bilingual mode, the alternate language that callers can choose to play system
prompts, menus, and announcements. Contrast with Primary System Language.
Selector Code
A one-digit number (1–9) representing a menu option that callers select from a Main
Menu or from a submenu to transfer them to an extension, play a submenu, or play an
announcement. Selector codes can also be reserved for direct dialing of individual
extension numbers. See also Selector Code Action.
Selector Code Action
The type of action taken when a caller enters a Selector Code. The possible actions
are: transfer calls to a predetermined extension, play a submenu, play an
announcement, prompt to transfer to an extension, or direct (unprompted) transfer to
an extension using a selector code as the first digit of the extension. See also Selector
Code.
Submenu
A lower-level menu selected from a Main Menu or from another submenu that presents
additional options that a caller can select by entering the corresponding Selector
Code. Based on predefined associations between Selector Codes and Selector Code
Actions, Automated Attendant Service routes the call to an extension, submenu, or an
announcement.
Submenu Script
The list of options that play after callers select a submenu from a Main Menu or from
another submenu. The script offers the list of options available on the submenu and
gives the Selector Codes for callers to dial to reach the extension, submenu, or
announcement they want.
GL-8
Glossary
Subscriber
A person whose extension is registered with the MERLIN MAIL—ML system. Every
subscriber has a voice mailbox. The voice mailbox number is usually the same as the
subscriber’s extension number.
Supervised Transfer
The transfer type in which the MERLIN MAIL—ML system monitors a call to see if it is
answered. The MERLIN MAIL—ML system returns to the caller if it detects a busy
signal or the call remains unanswered after four rings. In such cases, callers are given
two options: leave a message or choose another extension. Supervised Transfer
should be used only when a phone does not have coverage assigned to it. See also
Unsupervised Transfer and No Transfer.
System Administrator
The person who updates and changes the MERLIN MAIL—ML system to meet the
company’s requirements. The system administrator is a registered Voice Mail
subscriber and is also responsible for the Trouble Mailbox.
System Operator
The person to whom calls are transferred when: the Dial 0/Timeout Action is set to
“Transfer to System Operator” and callers press [ 0 ]; or callers do not make a selection
from the Automated Attendant Service Main Menu; or callers do not respond to the
Touch-Tone Gate (monolingual mode only).
System Parameters
Programmable settings that allow the MERLIN LEGEND Communications System and
the MERLIN MAIL—ML system to be customized according to business needs. Prior to
installation, each system is programmed with factory-set system parameters.
System Language
In monolingual mode, the language in which the prompts, announcements, and
submenus are played. See also Primary System Language and Secondary System
Language.
T
Temporary Closure Greeting
A special greeting that can be recorded to play to callers when a company closes for a
holiday or unexpectedly because of inclement weather, emergency, or other reasons.
GL-9
Glossary
Touch-Tone Duration
The length (specified in milliseconds) of the touch-tone codes sent between a
communications system and a voice messaging system.
Touch-Tone Gate
In monolingual mode, a programmable feature that determines quickly whether a caller
is dialing from a rotary phone. In monolingual mode, when the Touch-Tone Gate is set
to “On, ” callers must dial a digit before the Main Menu plays. If a digit is dialed,
MERLIN MAIL—ML plays the Main Menu. If a digit is not dialed, the call is handled as
specified by the Dial 0/Timeout Action. If the Touch-Tone Gate is set to “Off,” callers
who are calling from a rotary phone must listen to the entire Main Menu before their
calls are transferred to the Dial 0/Timeout Action specified.
In bilingual operation, the Touch-Tone Gate is automatically set to “On” and is used to
allow callers to select the alternate language by dialing [ * ] [ 1 ].
Touch-Tone Interval
The interval (specified in milliseconds) between touch-tone codes sent between a
communications system and a voice messaging system.
Transfer Redirect Extension
The extension number to which calls are redirected if the calls have been transferred
to busy and unavailable extensions that do not have coverage. The default extension is
the first operator’s extension. This extension can also be a Queued Call Console
(QCC), another extension, or the extension of the MERLIN MAIL—ML Calling Group.
The Transfer Redirect extension is programmed by the MERLIN LEGEND System
Manager.
Transfer Return Interval
The number of times a transferred call will ring at the transfer destination before it
returns to the transfer originator. See also VMS Transfer Return Interval.
Transfer Type
Type of transfer that is administered for a subscriber’s voice mailbox. A voice mailbox
can be administered for Supervised Transfer, Unsupervised Transfer, or No Transfer.
Trouble Mailbox
Storage space reserved for subscribers to report any problems they may experience
with the MERLIN MAIL—ML system so that the system administrator can correct them.
To report a problem, a subscriber logs in to Voice Mail, records a message, and
addresses it to 9998. Whenever a message is left in the Trouble Mailbox, the system
administrator’s message-waiting indicator lights.
GL-10
Glossary
U
Unsupervised Transfer
The transfer type in which the MERLIN MAIL—ML system transfers a call without
waiting to see if the extension requested is busy or is not answered. This reduces the
time the MERLIN MAIL—ML system port is tied up on a call and is the recommended
type of transfer. See also Supervised Transfer and No Transfer.
V
VMS Transfer Return Interval
The number of times a call transferred by the MERLIN MAIL—ML system to extensions
without coverage will ring before the call is redirected to the Transfer Redirect
Extension. See also Transfer Redirect Extension.
Voice Mail Greeting
The greeting that plays to subscribers who call Voice Mail for messages.
Voice Mail Service
Allows subscribers to send messages to other subscribers, retrieve their own
messages, record their own greetings, and create their own passwords.
Voice Mailbox
Storage space assigned to MERLIN MAIL—ML subscribers where messages can be
left for the subscriber. Voice mailboxes are identified by voice mailbox numbers, which
are the usually the same as the subscriber’s extension number. The General Mailbox
and the Trouble Mailbox have their own mailbox numbers.
GL-11
Index
Automated Attendant Service Main Menus
changing, 4-7
types of, 4-2
# (pound button), defined, viii
* (star button), defined, viii
B
A
Action
See Selector Code Action
Addressing Methods, list of, 1-17
Announcement
deleting, 4-33
playing, 4-30
recording, 4-31
Automated Attendant Service
Administration Menus, 4-1
changing announcements, 4-30
changing main menus, 4-7
changing the Touch-Tone Gate setting,
4-37
creating and changing submenus, 4-18
day and night operation, 3-1
description, 1-5
greeting, 7-5
programming sequence, 4-7
sample scripts, 1-6
schedule, 1-14
Automated Attendant Service Greeting
changing, 7-8
description, 7-5
listening to, 7-7
played, 4-2
time limit, 7-9
types of, 7-5
Basic Telephone Module (012), 1-21
Beeper, 1-19
Bilingual mode
changing to monolingual mode, 2-14
definition, 1-4
programming, 2-14
Bilingual operation
See Bilingual mode
Broadcast message
description, 1-18, 6-8
limitation to system administrator, 1-23
message-waiting indicator, 1-18
Outcalling limitation, 6-8
sending, 6-8
Business Schedule
changing current day’s schedule, 3-10
changing weekly schedule, 3-5
description, 3-4
C
Call Answer
See Call Answer Service
Call Answer Service
description, 1-1, 1-20
guest mailbox feature, 1-21
port allocation, 2-2
Call Answering
See Call Answer Service
IN-1
Index
Call Handling Method
Delayed, 1-12
Fax, 1-13
Immediate, 1-11
list of, 1-10
Night Only, 1-13
Calling Group, transfer to, 4-3
Class of Service
changing, 5-11
key, 5-4, 5-12
Closed mode of operation, 3-7
Closing time, 3-9
Closings, temporary, 3-10
Conventions used in guide, viii
COS
See Class of Service
Dial 0/Timeout Action
changing, 4-14
time limit in bilingual mode, 4-37
time limit in monolingual mode, 4-35
Direct extension dialing, 4-6
Directory of subscribers
accessing, 1-17
description, 1-5, 1-17
mailbox name order, 5-6
E
English language, 1-4
Extension, programming maximum digits
2-12
D
Date
changing, 3-2
format, 3-3
Day Greeting
changing, 7-8
description, 7-5
listening to, 7-7
played, 3-4
Day Main Menu, 4-2
Day mode, 3-4
Default settings
See Factory settings
Delayed Answer
programming, 2-5
troubleshooting, 8-6
Delayed Called Handling, description,
1-12
Delayed ring
troubleshooting, 8-6
IN-2
F
Factory settings
Delayed Answer, 2-5
digits in an extension, 2-12
General Mailbox, 2-9
language, 2-14
list of, A-1
port allocation, 2-2
subscriber password, 5-13
system administrator, 2-11
system operator extension, 2-7
Voice Mail Greeting, 7-2
Weekly Business Schedule, 3-4
Fax Call Handling
description, 1-13
restriction, 1-13
Fax Calling Group, 2-6
Index
Fax Extension
adding, changing, or deleting, 2-6
routing calls automatically, 1-5
routing calls manually, B-1
Features
Guest Mailbox, 1-21
Outcalling, 1-19
French language, 1-4
Group List Administration Menus, 6-1
Guest Mailbox
Class of Service, 5-4, 5-12
definition, 1-21
H
G
General Mailbox
changing owner, 2-9
Class of Service, 5-4, 5-12
extension and password, 2-10
message-waiting indicator, 2-9
messages, 1-24
General Mailbox owner
messages for, 8-3
reassigning, 2-10
responsibility, 1-24
Greeting
Automated Attendant Service, 7-5
recording, 1-27
recording Temporary Closure, 3-8, 3-12
using Temporary Closure, 3-5
troubleshooting cut-off, 8-2
Voice Mail, 7-2
Group List
adding entries, 6-5
creating, 6-4
deleting, 6-7
description, 1-18, 6-1
maximum number of extensions, 6-2
modifying, 6-5
reviewing contents of, 6-5
scanning, 6-3
sending a message, 6-10
Handset, using to record messages, 1-27
Holiday, programming schedule changes,
3-5
Hours of operation
See Schedule
I
Immediate Call Handling, description, 1-11
L
Language
available combinations, 1-4
changing system prompt, 2-13
changing voice mailbox, 5-15
selected by caller, 4-37
selecting voice mailbox, 5-5
Letter Key, 5-6, 5-9
Line noises, troubleshooting, 8-1
IN-3
Index
M
Mailbox
changing subscriber name, 5-8
deleting, 5-18
See also Voice mailbox
Mailbox Administration Menu, 5-1
Mailbox, Trouble, 1-23, 8-3
Main Menu
changing Dial 0/Timeout Action only,
4-14
changing Selector Codes and Selector
Code Actions, 4-10
changing the script, 4-15
playing, 4-8
Menu options, recommended maximum
number, 1-10
Menus
Administration Menu, 1-28
Announcement Administration, 4-1
Automated Attendant Service
Administration, 4-1
Automated Attendant Service
Greeting, 7-1
Day Main Menu Administration, 4-1
Group Lists Administration, 6-1
Mailbox Administration, 5-1
Night Main Menu Administration, 4-1
Schedule Administration, 3-1
Submenu Administration, 4-1
System Greetings, 7-1
System Parameters, 2-1
Voice Mail Greeting, 7-1
Weekly Business Schedule, 3-1
MERLIN LEGEND System
control of MERLIN MAIL—ML
schedule, 1-14, 3-4
Night Service, 1-14, 3-4
MERLIN MAIL—ML Planning Forms, 1-25
Message
date and time stamp, 3-2
IN-4
deleted, 5-18
from rotary phone callers, 2-9
recording, 1-27
sending, 1-17
sending by Broadcast, 6-8
sending by Group List, 6-10
Message-waiting indicator
limitation with Broadcast message, 6-8
troubleshooting delay in activation, 8-3
Microphone, 1-27
Mode
See Monolingual mode and Bilingual
mode
open or closed, 3-7
Mode of operation for today, changing,
3-11
Monolingual operation
See Monolingual mode
Monolingual mode
definition, 1-4
programming, 2-14
Multilevel menus
example, 1-9
recommended maximum levels, 1-10
N
Name
changing subscriber, 5-8
recording subscriber, 5-6
voice mailbox, 5-6, 5-8
Night Greeting
changing, 7-8
description, 7-5
listening to, 7-7
played, 3-4
Night Main Menu, 4-2
Night mode, 3-4
Index
Night Service
MERLIN LEGEND, 1-14
Night Only Call Handling, description, 1-13
No Transfer, specified by Class of
Service, 5-4, 5-12
O
Open mode of operation, 3-7
Opening time, 3-9
Outcalling
Broadcast message limitation, 6-8
description, 1-19
permission specified by Class of
Service, 5-4, 5-12
preventing toll fraud, 1-20
Overflow calls, 1-11
P
Pager, 1-19
Password
change by subscriber, 1-16
eliminating from Iogin, 1-27
preventing unauthorized access, 5-14
resetting subscriber, 5-13
resetting system administrator’s, 5-13
Personal Greeting, 1-16
Planning Forms, MERLIN MAIL—ML, 1-25
Port allocation, programming, 2-2
Pound button (#), defined, viii
Primary system language, 1-4
See also Bilingual mode
Programming
Announcements, 4-30
Automated Attendant Service Greeting,
7-8
business schedule, 3-5
Class of Service, 5-11
Delayed Answer, 2-5
fax extension, 2-6
General Mailbox owner, 2-9
group lists, 6-2
language selection, 2-13
mailboxes, 5-3
main menus, 4-17
maximum digits in an extension, 2-12
port allocation, 2-2
submenus, 4-18
subscriber password, 5-13
system administrator’s voice mailbox,
2-11
system date and time, 3-2
system operator extension, 2-6
Touch-Tone Gate, 4-35
voice mailbox language, 5-15
Voice Mail Greeting, 7-2
R
Recording, troubleshooting problems, 8-3
Remote Maintenance Device (RMD)
description, 1-21
Responsibilities, 1-22
See also System administrator, System
operator, and General Mailbox owner
RMD
See Remote Maintenance Device
Rotary phone messages, 2-9
IN-5
Index
S
Schedule
changing the weekly business, 3-5
changing the current day, 3-10
factory setting, 3-4
programming consecutive days, 3-7
when controlled by the MERLIN
LEGEND system, 3-4
Schedule Administration Menu, 3-1
Script
recording announcement, 4-31
recording main menu, 4-15
recording submenu, 4-27
Secondary system language, 1-4
See also Bilingual mode
Security, 1-26, 1-27, 5-14
Selector code, description, 4-2
Selector Code Action
Direct Extension Transfer (Action 5),
4-6
Play an Existing Announcement
(Action 3), 4-4
Play an Existing Submenu (Action 2),
4-4
Prompted Transfer (Action 4), 4-6
Selector Code Transfer (Action 1), 4-3
Service
Automated Attendant, 1-5
Call Answer, 1-20
Voice Mail, 1-16
Shortcuts, 1-27
Spanish language, 1-4
Speakerphone, when not to use, 1-27
Star button (*), defined, viii
Submenu
changing Selector Codes, 4-23
creating, 4-20
deleting, 4-29
playing, 4-18
recording the script only, 4-27
IN-6
Subscriber
adding to Voice Mail, 5-3
changing mailbox language, 5-15
definition, viii, 1-1
deleting, 5-18
name, 5-6
resetting password, 5-13
specifying mailbox language, 5-5
Subscriber directory
See Directory of subscribers
Supervised Transfer
specified by Class of Service, 5-4, 5-12
System Administration Main Menu
structure, 1-28
System administrator
changing voice mailbox, 2-11
messages for, 8-3
responsibilities, 1-22
System Greetings Menu structure, 7-1
System operator
changing the extension, 2-7
factory setting, 2-7
overflow calls sent to, 1-11
responsibilities, 1-23
System Parameters Menu, 2-1
T
Temporary Closure Greeting
factory setting, 3-10
recording, 3-8, 3-12
when to use, 3-5
Time
changing, 3-2
closing, 3-9
format, 3-3
opening, 3-9
Index
Timeout
See Dial 0/Timeout Action
Touch-Tone Gate
activated by fax extension, 2-7
activating, 4-36
affect on rotary phone callers, 4-35
deactivating, 4-36
description, 4-35
forced “On” in bilingual mode, 4-37
setting in monolingual mode, 4-35
Touch-tones, troubleshooting missed, 8-1
Transfer, problems, 8-5
Transfer types, list of, 5-4, 5-12
Trouble Mailbox
description, 1-23
message-waiting indicator, 1-23, 8-3
Troubleshooting, 8-1
Voice Mail Service
description, 1-2, 1-16
sending a message to a Group List,
6-10
troubleshooting busy signal, 8-6
troubleshooting Iogin difficulty, 8-6
troubleshooting no answer, 8-5
Voice mailbox
adding, 5-3
changing language, 5-15
changing name, 5-8
deleting, 5-18
maximum number, 5-3
message storage limit, 5-5, 5-13
message-waiting indicator, 1-20
storage size, 8-4
Voice mailbox number, 1-17
Voice processing card, 1-21
U
Unsupervised Transfer
specified by Class of Service, 5-4, 5-12
V
Voice Mail
See Voice Mail Service
Voice Mail addressing methods
Broadcast, 1-18
extension number, 1-17
Group List, 1-18
voice mailbox name, 1-17
Voice Mail Greeting
changing, 7-3
listening to, 7-2
IN-7
Forwarding General Mailbox Messages
If you are the General Mailbox owner, check the General Mailbox as follows when
your message-waiting light comes on:
1
Dial the extension for the MERLIN MAIL—ML system.
The Voice Mail Greeting plays.
2
Press [ 9 ] [ 9 ] [ 9 ] [ 9 ] followed by [ # ].
The Password prompt plays.
3
Enter the General Mailbox PASSWORD followed by [ # ].
NOTE: Until you change it, the password is [ 1 ] [ 2 ] [ 3 ] [ 4 ].
The number of messages in the General Mailbox plays.
4
Press [ 2 ] to get messages.
The message header plays.
5
Press [ 0 ] to listen to the message and determine who the message is for.
The message plays.
6
After the message plays, press [ 1 ] to respond to the message.
The Message Responding Menu plays.
7
Press [ 2 ] to forward your comments along with the original message.
The system prompts you to record at the tone.
8
Record your comments, then press [ 1 ].
Example: “Pat, this is a message from the General Mailbox.”
The Message Editing Menu plays.
9
Enter one of the following options or go to Step 10:
—
Press [ 2 ] [ 3 ] to play back your comments.
—
Press [ 2 ] [ 1 ] to re-record your comments. Go back to Step 8.
—
Press [ * ] [ D ] (or [ * ] [ 3 ]) to delete your comments and cancel the
forwarding.
10
Press [ * ] [ # ] to approve your comments.
The Message Addressing Menu plays and prompts for an extension.
11
Choose one of the following methods to address the message:
—
Enter receiving EXTENSION (the person who is to receive the
forwarded message) followed by [ # ].
—
Press [ * ] [ A ] (or [ * ] [ 2 ]) to address the message using the
directory.
—
Press [ * ] [ 5 ] and a Group List number followed by [ # ].
—
Press [ * ] [ D ] (or [ * ] [ 3 ]) to discard the extension or Group
List number just entered.
NOTE: Repeat Step 11 to address the message to others.
12
Press [ * ] [ # ] to send the message.
The message “Approved. Delivery scheduled.” plays.
13
Press [ * ] [ D ] (or [ * ] [ 3 ]) to delete the original message if it is no longer
needed.
Outcalling Administration
With the Outcalling feature, voice mail subscribers who are away from their phones
can be notified at another phone or by pager/beeper when messages are sent to
their voice mailboxes. This feature is only available if the following occur:
■
Your system administrator permits Outcalling from your mailbox.
■
You turn Outcalling “on.”
■
You specify the telephone number or pager/beeper telephone number that the
MERLIN MAIL—ML system should call when a new message is sent to your
mailbox.
NOTE: In countries where the dial tone is delayed, Outcalling to an external
number may not work.
If Outcalling is “on,” the MERLIN MAIL—ML system calls the designated phone
number to deliver the message “This is MERLIN MAIL.You have a new message.
To access your new message, enter extension and [ # ]. To avoid further notification
about this message, press [ * ] [ # ].” The Outcalling message does not play for pager
calls.
Calling continues until one of the following actions occur:
■
During the Outcalling message call, you press [ * ] [ # ] to cancel Outcalling until
a new message arrives.
■
You log in to the MERLIN MAIL—ML system.
■
The MERLIN MAIL—ML system attempts to deliver the message 5 times, once
every 30 minutes.
NOTE: There is no Outcalling for broadcast messages.
Use the following general rules to specify your Outcalling number:
■
Up to 29 characters may be used.
■
Terminate the Outcalling number with a [ # ].
■
Use the digits 0–9 for the Outcalling number itself.
■
Specify 1.5 second dialing pauses as needed, with the [ * ].
character. More than one [ * ] may be used.
■
Pager and beeper telephone numbers must start with [ # ] [ # ].
■
Speed Dial Numbers must start and end with [ # ].
1.
Log in to the MERLIN MAIL—ML system.
2.
Press [ 6 ] to administer Outcalling.
3.
Select an option:
■ Press [ 1 ] to change your Outcalling number.
■
Press [ 3 ] to play the instructions for Outcalling.
■
Press [ 9 ] to turn Outcalling “on.”
■
Press [ 6 ] to turn Outcalling “off.”
4.
Enter your Outcalling number as follows:
■
For a standard telephone number:
– Enter digits ([ 0 ]–[ 9 ]) and pauses ([ * ]) required to place the call. Include any
access numbers needed.
– Enter [ # ] at the end of the telephone number
Example: [ 9 ][ * ][ 1 ][ 8 ][ 0 ][ 0 ][ 5 ][ 5 ][ 5 ][ 2 ][ 0 ][ 2 ][ 0 ][ # ]
■
For a pager or beeper telephone number:
– Begin the number with [ # ] [ # ]
– Enter digits ([ 0 ]–[ 9 ]) and pauses ([ * ]) required to call the pager or beeper.
Include any access numbers needed.
– Enter [ * ] to indicate each 1.5 second pause as required.
– Enter [ # ] at the end of the telephone number.
Example: To specify a pager telephone number, a 4.5 second pause, and a
call-back number, enter:
[ # ][ # ][ 9 ][ * ][ 5 ][ 5 ][ 5 ][ 1 ][ 2 ][ 3 ][ 4 ][ * ][ * ][ * ][ 5 ][ 5 ][ 5 ][ 3 ][ 4 ][ 5 ][ 6 ][ # ]
■
For a pager or beeper number that requires embedded [ # ] or exceeds 29
characters:
– On the MERLIN LEGEND System, program a System Speed Dial Number for
the required dialing sequence. Press the [ Hold ] button to enter each pause.
– On the MERLIN MAIL—ML system, enter the System Speed Dial Number as
your Outcalling number.
Begin the number with [ # ]. Enter a 7.5 second pause after the System Speed
Dial number to ensure that the number has been completely dialed before
the MERLIN MAlL—ML system begins its Outcalling message. Enter a [ # ] at
the end of the Speed Dial Number.
Example: To specify System Speed Dial Number 600 and a 7.5 second pause,
enter:
[ # ][ 6 ][ 0 ][ 0 ][ * ][ * ][ * ][ * ][ * ][ # ]
AT&T 585-320-742
Graphics © AT&T 1988
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