Lucent Technologies MERLIN LEGEND System Manager's Manual

MERLIN LEGEND®
Communications System
Release 6.0
System Manager’s Guide
555-660-118
Comcode 108136045
Issue 1
February 1998
Copyright <Superscript>© 1998, Lucent TechnologiesDocument 555-660-118
All Rights ReservedComcode 108136045
Printed in USAIssue 1
February 1998
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. See Appendix A, “Customer Support Information,” for important information.
Your Responsibility for Your System’s Security
Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s
employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your
telecommunications system, and if toll fraud occurs, it can result in substantial additional charges for your telecommunications services.
You and your System Manager are responsible for the security of your system, such as programming and configuring your equipment to prevent
unauthorized use. The System Manager is also responsible for reading all installation, instruction, and system programming documents provided
with this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk.
Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication
services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use. For important information regarding your system and toll fraud, see Appendix A, “Customer Support Information.”
Federal Communications Commission Statement
This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits
are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This
equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may
cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in
which case the user will be required to correct the interference at his own expense. For further FCC information, see Appendix A, “Customer
Support Information.”
Canadian Department of Communications (DOC) Interference Information
This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian
Department of Communications.
Le Présent Appareil Numérique n’émet pas de bruits radioélectriques dépassant les limites applicables aux appareils numériques de la classe A
préscrites dans le règlement sur le brouillage radioélectrique édicté par le ministère des Communications du Canada.
Trademarks
5ESS, AUDIX, DEFINITY, HackerTracker, CONVERSANT, Lucent Technologies Attendant, Fax Attendant System, MERLIN, MERLIN
LEGEND, MERLIN MAIL, MERLIN PFC, MLX-10, MLX-10D, MLX-10DP, MLX-16DP, MLX-20L, MLX-28D, PassageWay, PARTNER,
and Voice Power are registered trademarks and 4ESS, Intuity, Lucent Technologies, MLX-5, MLX-5D, and ExpressRoute 1000 are trademarks
of Lucent Technologies in the US and other countries. NetPROTECT is a service mark of Lucent Technologies in the US and other countries.
Supra, StarSet, and Mirage are registered trademarks of Plantronics, Inc.
MEGACOM, ACCUNET, AT&T, Magic on Hold, and MultiQuest are registered trademarks of AT&T.
Pipeline is a trademark of Ascend Communications, Inc.
Intel and Pentium are registered trademarks of Intel Corporation.
PagePac is a registered trademark and PagePal a trademark of DRACON, a division of Harris Corporation.
UNIX is a registered trademark of UNIX System Laboratories, Inc
NORTEL is a registered trademark and DMS a trademark of Northern Telecom.
MCI, Prism, and Vnet are registered trademarks of MCI Communications Corp.
Apple and Macintosh are registered trademarks of Apple Computer, Inc.
Microsoft and Windows are registered trademarks of Microsoft Corporation.
Ordering Information
Call:
BCS Publications Center
Voice 1 800 457-1235 International Voice 317-322-6791
Fax 1 800 457-1764 International Fax 317-322-6849
Write:
BCS Publications Center
P.O. Box 4100
Crawfordsville, IN 47933
Order:
Document No. 555-660-118
Comcode: 10800136045
Issue 1, February 1998
For more information about Lucent Technologies documents, refer to the section entitled, ‘‘Related Documents’’ on page xlii.
Support Telephone Number
In the continental US, Lucent Technologies provides a toll-free customer helpline 24 hours a day. Call the Lucent Technologies Helpline at
1 800 628-2888 or your Lucent Technologies authorized dealer if you need assistance when installing, programming, or using your system.
Consultation charges may apply. Outside the continental US, contact your local Lucent Technologies authorized representative.
Lucent Technologies Fraud Intervention
If you suspect you are being victimized by toll fraud and you need technical support or assistance, call BCS National Service Assistance Center at
1 800 628-2888.
Warranty
Lucent Technologies provides a limited warranty on this product. Refer to “Limited Warranty and Limitation of Liability” in Appendix A,
“Customer Support Information.”
MERLIN LEGEND® Communications System
Release 6.0
System Manager’s Guide
System Information Sheet
If you have a problem with your system, you may be able to resolve it quickly and easily by following the
appropriate troubleshooting procedure in this guide. If the problem persists or is not listed in this guide, call
the Lucent Technologies Helpline at 1 800 628-2888 for further assistance.
When you call the Helpline, the Lucent Technologies representatives can better help you if you have
available the following system information and troubleshooting information. Also, obtain system planning
Form 2a, System Numbering: Extension Jacks and Form 2c, System Numbering: Line/Trunk Jacks.
System Information
Company Name
(as on the equipment order)
Account Number
(if known)
Customer Identification Number
Main Listed Telephone Number
(for this location)
Lucent Technologies Contact’s
Name and Phone Number
Troubleshooting Information
Type of equipment experiencing the problem (for example, MERLIN LEGEND Communications System,
MERLIN LEGEND MAIL, or a particular system component):
A description of the problem:
Has this problem occurred before?
Have you attempted to troubleshoot the problem?
Issue 1
February 1998
MERLIN LEGEND Communications System Release 6.0
System Manager’s Guide 555-660-118
Contents
Page iv
Contents
IMPORTANT SAFETY INSTRUCTIONS
xv
New Features and Enhancements
xvii
■
Release 6.0 Enhancements
Prior Releases: Features and Enhancements
2
xxiii
■
Release 3.1 Enhancements
xxiii
■
Release 4.0 Enhancements
xxvi
■
Release 4.1 Enhancements
xxix
■
Release 4.2 Enhancements
xxxi
■
Release 5.0 Enhancements
xxxiii
About This Book
1
xvii
xxxix
■
Intended Audience
xxxix
■
How to Use This Book
xxxix
■
Terms and Conventions Used
xl
■
Security
xli
■
Related Documents
xlii
■
How to Comment on This Book
xliii
Read This First
1–1
■
Overview
1–1
■
Your Role as System Manager
1–4
■
The System Planning Forms
1–5
■
Upgrading the System
1–6
■
Environmental Requirements
1–6
About the System
2–1
■
Background
2–2
■
System Overview
2–9
■
Incoming Trunks
2–12
■
Modes of Operation
2–16
■
Components
2–18
■
Features
2–22
■
Applications
2–22
■
Programming the System
2–25
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MERLIN LEGEND Communications System Release 6.0
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Contents
Page v
3
4
5
6
■
System Capacities
2–25
■
Auxiliary Components
2–26
■
Data Communications Capabilities
2–29
System Components
3–1
■
Control Unit
3–1
■
Telephones
3–14
■
Operator Consoles
3–30
■
Adapters
3–34
■
Adjuncts
3–36
■
Power-Related Hardware
3–46
Features and Applications
4–1
■
Features
4–1
■
Applications
4–60
Putting the System to Work
5–1
■
Scenario 1: A Small Office
5–2
■
Scenario 2: A Professional Office
5–7
■
Optimizing Your System
5–22
Managing the System
6–1
■
Using the Task Descriptions
6–2
■
Using the Programming Procedures
6–3
■
Introduction to System Programming
6–5
■
Programming from the Console
6–13
■
Programming from a PC with SPM
6–18
■
Centralized Telephone Programming
6–24
■
Using Reports
6–34
■
Setting System Date and/or Time
6–38
■
Backing Up the System
6–39
■
Adding an Extension
6–40
■
Moving an Extension
6–43
■
Removing an Extension
6–44
■
Assigning a HotLine Extension
6–46
■
Changing Calling Restrictions
6–48
■
Changing Trunk-to-Trunk Transfer Status
6–49
■
Changing Coverage Delay Options
6–51
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MERLIN LEGEND Communications System Release 6.0
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Contents
Page vi
7
8
■
Adding/Removing a Line
6–57
■
Adding a DLC Operator Position
6–58
■
Adding a QCC Operator Position
6–61
■
Adding Operator Features
6–64
■
Connecting Auxiliary Equipment
6–66
■
Changing Calling Group Assignments
6–69
■
Revising Allowed Lists
6–71
■
Assigning Allowed Lists to Extensions
6–73
■
Revising Disallowed Lists
6–74
■
Assigning Disallowed Lists to Extensions
6–76
■
Changing Group Coverage Assignments
6–77
■
Revising Night Service with Group Assignment
6–79
■
Revising Night Service with Coverage Control
6–81
■
Changing Extension Directory Labels
6–83
■
Changing Trunk Labels
6–84
■
Changing Posted Message Labels
6–85
■
Changing Calling Group Labels
6–87
■
Changing System Directory Labels
6–88
■
Adding a CTI Link
6–89
■
Removing a CTI Link
6–93
Learning More
7–1
■
Guides
7–1
■
System Guides Information Finder
7–13
Troubleshooting the System
8–1
■
All Phones Are Dead (No Dial Tone or Lights)
8–2
■
Some Phones Are Dead (No Dial Tone or Lights)
8–3
■
Difficulty Making Outside Calls
8–5
■
Phone Does Not Ring
8–8
■
DLC Console Not Ringing for Incoming Calls
8–11
■
QCC Console Not Ringing for Incoming Calls
8–12
■
Single-Line Phones Ring Back after Completed Call
8–13
■
Cannot Transfer Call after Answer on an Outside Line 8–14
■
Night Service Not Working
8–15
■
Calls Not Going to Voice Mail
8–17
■
Callers Getting Incorrect Response from Voice Mail
8–19
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Contents
Page vii
■
Calls Not Going to Coverage
8–20
■
Trouble Hearing Called Party
8–21
■
Programmed Button Fails
8–21
■
Reminder Messages Received with the Wrong Time
8–22
■
Recall/Switchhook Does Not Work
8–23
■
Calling Group Members Not Receiving Calls
8–24
■
Calls Not Receiving Screen Pop
8–25
■
Calling Group Overflow Calls Not
Receiving Screen Pop
8–27
Secondary Announcements Not
Playing as Programmed
8–27
Other or Unresolved Problems
8–30
■
■
A
Customer Support Information
■
Support Telephone Number
A–1
■
Federal Communications Commission
(FCC) Electromagnetic
Interference Information
A–1
Canadian Department of Communications (DOC)
Interference Information
A–2
■
FCC Notification and Repair Information
A–2
■
Installation and Operational Procedures
A–3
■
DOC Notification and Repair Information
A–5
■
Renseignements sur la notification du ministère des
Communications du Canada et la réparation
A–6
■
Security of Your System: Preventing Toll Fraud
A–9
■
Toll Fraud Prevention
A–10
■
Other Security Hints
A–16
■
Limited Warranty and Limitation of Liability
A–20
■
Remote Administration and Maintenance
A–21
■
B
A–1
About Telecommunications
B–1
■
Telephone Extension Equipment
B–2
■
Transmission Facilities
B–3
■
Switching Equipment
B–5
Signaling
B–8
■
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MERLIN LEGEND Communications System Release 6.0
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Contents
Page viii
C
System Capacities
C–1
D
System Planning Forms
D–1
E
Removing/Reinstalling the Control Unit Cover
E–1
■
Removing the Control Unit Housing
E–2
■
Installing the Control Unit Housing
E–2
GL Glossary
GL-1
IN
IN–1
Index
MERLIN LEGEND Communications System Release 6.0
System Manager’s Guide 555-660-118
Issue 1
February 1998
Figures
Page ix
Figures
2
3
5
About the System
2–1
2–1
The Local Loop
2–3
2–2
The Telephone Network
2–4
2–3
The Evolution of Switches
2–7
2–4
The Switching Office Hierarchy
2–8
2–5
System Overview
2–11
2–6
Incoming Trunks
2–13
2–7
System Components
2–20
2–8
408 GS/LS-MLX Module
2–21
2–9
Applications
2–24
2–10 Auxiliary System Components
2–28
System Components
3–1
3–1
Processor Module
3–3
3–2
Power Supply Module
3–4
3–3
Line/Trunk and Extension Modules
3–11
3–4
MLX-28D Telephone
3–16
3–5
MLX-20L Telephone
3–17
3–6
MLX-16DP Telephone
3–18
3–7
MLX-10D Telephone
3–19
3–8
MLX-10 Telephone
3–20
3–9
MLX-5D Telephone
3–21
3–10 Direct Station Selector
3–23
Putting the System to Work
5–1
5–1
Medical Office Floor Plan
5–4
5–2
Law Firm Floor Plan
5–8
5–3
Law Firm Equipment
5–16
5–4
Law Firm Call Coverage
5–20
5–5
CTI Link Overview
5–24
MERLIN LEGEND Communications System Release 6.0
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Issue 1
February 1998
Figures
Page x
6
E
Managing the System
6–1
6–1
Information Screen
6–7
6–2
Menu Selection Screen
6–7
6–3
Data Entry Screen
6–8
6–4
System Programming Menu Screens
6–8
6–5
Screen Keys
6–10
6–6
Station Busy Screen
6–11
6–7
MLX-20L Telephone with Direct Station Selector
(DSS)
6–14
6–8
Display Buttons and Main Menu
6–15
6–9
Console Overlay
6–16
Removing/Reinstalling the Control Unit Cover E–1
E–1
Removing the Control Unit Housing
E–2
E–2
Installing the Top Cover
E–3
E–3
Installing the Front Cover
E–4
MERLIN LEGEND Communications System Release 6.0
System Manager’s Guide 555-660-118
Issue 1
February 1998
Tables
Page xi
Tables
2
3
4
About the System
2–1
2–1
2–17
Modes of Operation
System Components
3–1
3–1
Line/Trunk and Extension Modules
3–12
3–2
Analog Multiline Telephones
3–24
3–3
Single-Line Telephones
3–25
3–4
Maximum Number of System Operator Positions
3–30
3–5
Adjunct Summary
3–44
Features and Applications
4–1
4–1
Feature Finder: Basic Calling and Answering
(Non-Networked Systems)
4–5
4–2
Feature Finder: Covering Calls and Having Calls
Covered (Non-Networked Systems)
4–13
Feature Finder: Calling Privileges and Restrictions
(Non-Networked Systems)
4–16
Feature Finder: Customizing Phones
(Non-Networked Systems)
4–19
4–5
Feature Finder: Messaging
(Non-Networked Systems)
4–21
4–6
Feature Finder: Timekeeping
4–23
4–7
Feature Finder: System Manager’s Functions and
Features (Non-Networked Systems)
4–24
Feature Finder: Special Operator and Supervisor
Features (Non-Networked Systems)
4–31
Selective Coverage Features
4–39
4–3
4–4
4–8
4–9
4–10 Features for Covering Calls
(Non-Networked Systems)
4–41
4–11 Facility Restriction Levels
4–49
4–12 Application Descriptions and Modes of Operation
4–62
4–13 Voice Messaging Systems
4–66
MERLIN LEGEND Communications System Release 6.0
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Tables
Page xii
5
6
Putting the System to Work
5–1
5–1
Medical Office Needs
5–3
5–2
Executive Staff Needs
5–9
5–3
Secretarial Staff Needs
5–10
5–4
Administrative/Support Staff Needs
5–11
5–5
Other Needs
5–12
5–6
Law Firm Call Coverage and Call-Handling
5–17
5–7
Law Firm Calling Restrictions
5–21
Managing the System
6–1
7
6–1
Typefaces Used in Summary Programming
Procedures
6–5
6–2
System Programming Menu Options
6–9
6–3
Screen Keys
6–10
6–4
Idle States
6–12
6–5
Exiting System Programming
6–18
6–6
Features That Can Be Copied: All Telephones
6–30
6–7
Features That Can Be Copied: Direct-Line
Consoles Only
6–32
6–8
Ring Delays Affecting Coverage
6–52
6–9
Group Coverage Call Delivery Rules
(Release 4.1 and Later Systems)
6–54
6–10 Maximum Number of Operator Positions
6–58
6–11 Maximum Number of Operator Positions
6–62
Learning More
7–1
7–1
System Reference Guides Overview
7–4
7–2
Information Finder: Features
7–14
7–3
Information Finder: Programming
7–17
MERLIN LEGEND Communications System Release 6.0
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Tables
Page xiii
8
Troubleshooting the System
8–1
C
D
Checking the Effectiveness of Delay
Announcements
8–1
8–28
System Capacities
C–1
C–1
C–2
Hardware and Software Capacities
System Planning Forms
D–1
D–1
D–1
System Planning Forms
MERLIN LEGEND Communications System Release 6.0
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Issue 1
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Tables
Page xiv
MERLIN LEGEND Communications System Release 6.0
System Manager’s Guide 555-660-118
Issue 1
February 1998
IMPORTANT SAFETY INSTRUCTIONS
Page xv
IMPORTANT SAFETY INSTRUCTIONS
The exclamation point in an equilateral triangle is
intended to alert the user to the presence of
important operating and maintenance (servicing)
instructions in the literature accompanying the
product.
When installing telephone equipment, always follow basic safety precautions to
reduce the risk of fire, electrical shock, and injury to persons, including:
■
Read and understand all instructions.
■
Follow all warnings and instructions marked on or packed with the product.
■
Never install telephone wiring during a lightning storm.
■
Never install a telephone jack in a wet location unless the jack is
specifically designed for wet locations.
■
Never touch uninsulated telephone wires or terminals unless the telephone
wiring has been disconnected at the network interface.
■
Use caution when installing or modifying telephone lines.
■
Use only Lucent Technologies-manufactured MERLIN LEGEND
Communications System circuit modules, carrier assemblies, and power
units in the MERLIN LEGEND Communications System control unit.
■
Use only Lucent Technologies-recommended/approved MERLIN LEGEND
Communications System accessories.
■
If equipment connected to the analog extension modules (008, 408, 408
GS/LS) or to the MLX telephone modules (008 MLX, 408 GS/LS-MLX) is to
be used for in-range out-of-building (IROB) applications, IROB protectors
are required.
■
Do not install this product near water, for example, in a wet basement
location.
■
Do not overload wall outlets, as this can result in the risk of fire or electrical
shock.
■
The MERLIN LEGEND Communications System is equipped with a 3-wire
grounding-type plug with a third (grounding) pin. This plug will fit only into a
grounding-type power outlet. This is a safety feature. If you are unable to
insert the plug into the outlet, contact an electrician to replace the obsolete
outlet. Do not defeat the safety purpose of the grounding plug.
■
The MERLIN LEGEND Communications System requires a supplementary
ground.
0
MERLIN LEGEND Communications System Release 6.0
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IMPORTANT SAFETY INSTRUCTIONS
Page xvi
■
Do not attach the power supply cord to building surfaces. Do not allow
anything to rest on the power cord. Do not locate this product where the
cord will be abused by persons walking on it.
■
Slots and openings in the module housings are provided for ventilation. To
protect this equipment from overheating, do not block these openings.
■
Never push objects of any kind into this product through module openings
or expansion slots, as they may touch dangerous voltage points or short
out parts, which could result in a risk of fire or electrical shock. Never spill
liquid of any kind on this product.
■
Unplug the product from the wall outlet before cleaning. Use a damp cloth
for cleaning. Do not use cleaners or aerosol cleaners.
■
Auxiliary equipment includes answering machines, alerts, modems, and
fax machines. To connect one of these devices, you must first have a MultiFunction Module (MFM).
■
Do not operate telephones if chemical gas leakage is suspected in the
area. Use telephones located in some other safe area to report the trouble.
!
WARNING:
■
For your personal safety, DO NOT install an MFM yourself.
■
ONLY an authorized technician or dealer representative shall install, set
options, or repair an MFM.
■
To eliminate the risk of personal injury due to electrical shock, DO NOT
attempt to install or remove an MFM from your MLX telephone. Opening
or removing the module cover of your telephone may expose you to
dangerous voltages.
SAVE THESE INSTRUCTIONS
Issue 1
February 1998
MERLIN LEGEND Communications System Release 6.0
System Manager’s Guide 555-660-118
New Features and Enhancements
Release 6.0 Enhancements
Page xvii
New Features and Enhancements 0
Release 6.0 Enhancements
0
Release 6.0 includes all Release 5.0 functionality, plus the enhancements listed
below.
Private Networks
0
In Hybrid/PBX mode systems only, MERLIN LEGEND Communications Systems
can be networked with one another or with DEFINITY® Enterprise
Communications Server (ECS) and ProLogix™ Communications Systems in
private networks. In previous releases, this functionality is available using tie lines,
but users handle calls between networked switches as outside calls. In this
release, dialing the pool access code is not necessary for a call going from one
networked switch to another. Also, delay-start tie trunks or T1 trunks administered
as PRI can act as tandem trunks to connect networked systems.
Available for Hybrid/PBX mode systems, the private network features of the
MERLIN LEGEND Communications System Release 6.0 provide the following
advantages for geographically dispersed organizational sites:
■
Intersystem Calling. In a private network, users on one local system can
call extensions on other systems in the network. Release 6.0 can support
2-, 3-, 4-, or 5-digit dial plans. They dial these extensions as inside calls. To
implement this function, the system manager programs the extension
ranges of remote networked switches to create a non-local dial plan. This
programming does not actually affect numbering on the remote system. To
correctly set up systems for transparent calling among non-local dial plan
extensions, the system manager assigns networking tie and/or PRI tandem
trunks to pools. Then he or she programs as many as 20 patterns,
associates with routes, Facility Restriction Levels (FRLs), digit absorption,
and digit prepending. This allows ARS-like routing of non-local dial plan
MERLIN LEGEND Communications System Release 6.0
System Manager’s Guide 555-660-118
New Features and Enhancements
Release 6.0 Enhancements
Issue 1
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Page xviii
calls. In addition, system managers can control whether calling name,
calling number, or both are shown at MLX display telephone for incoming
calls across PRI tandem trunks.
■
Toll Savings. Private networked trunks may allow you to realize significant
cost savings on long-distance and toll calls by performing tandem switching
in the following two ways:
— Callers on a local system, or individuals dialing in to remote access
at a local system, can reach the public switched telephone network
(PSTN) via outside trunks connected to other systems in a private
network, avoiding toll charges or decreasing the cost of toll calls. No
special dialing is required. For example, an organization might have
a main office in Boston and a subsidiary office in New Jersey,
connected by networked private tandem trunks between two
systems. A user in the New Jersey office who wishes to make an
outside call to the 617 area code (Boston) can do so through a
line/trunk connected to the system in Boston. For example, he or
she might dial, . The local ARS tables would route this
call over the private network trunks and use the ARS tables of the
remote system in Boston to route this call. The system managers at
each end of a private network set up ARS and Remote Access
features to implement this functionality.
— In addition, local organizations or incoming DID calls use private
networked trunks to make intersystem calls between networked
systems, which may be geographically distant from one another,
also resulting in toll savings.
■
Service Cost Savings. In addition to toll call saving, there are two ways
that organizations can save on service costs incurred from
telecommunications providers that provide public switched telephone
network access:
— You order a point to point T1 facility from a service provider, then
use system programming to set it up for PRI signalling. As
necessary, a service provider can provide amplification on the T1
facility, but does not supply switching services.
— You can tailor your use of PRI B-channels with drop-and-insert
equipment that allows fractional use of B-channels for dedicated
data/video communications between systems at speeds greater
than 64kbps per channel or 128 kbps for 2B data, while keeping the
remaining B-channels for PRI voice traffic. The PRI D-channel must
remain active.
— You can tailor use of T1 channels to support both T1-emulated
tandem tie service and T1 Switched 56 service for data
communications at 56 kbps per channel, allowing 2B data transfers
at 112 kbps. You can also use drop-and-insert equipment to provide
fractional T1 use.
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New Features and Enhancements
Release 6.0 Enhancements
■
Page xix
Voice Mail and Auto Attendant. Networked systems should have their
own local voice mail and/or auto attendant applications as well as their own
external alerts and Music On Hold sources. However, a single auto
attendant can transfer calls throughout the network. It can answer only
those calls that arrive on the PSTN facilities of the system where it is
connected.
Although many features are available using tie trunks for network connectivity,
PRI tandem trunks provide greatly enhanced features and faster call setup. For
this reason, PRI is recommended over tie functionality in private networks.
Group Calling Enhancements
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Release 6.0 and later systems include Group Calling features that enhance group
calling operations.
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Queue Control
The system manager can control the maximum number of calls allowed in the
primary calling group queue for calls that arrive on certain facilities often assigned
to calling groups. When the number of the calls in queue reaches the
programmed maximum, subsequent callers receive a busy signal.
Queue control applies to calls received on the following types of facilities:
■
DID (Direct Inward Dialing)
■
PRI facilities programmed for dial-plan routing
■
All calls transferred from a VMI (voice messaging interface) port
■
Dial-in Tie
Queue control also applies to internal calls to a DGC group and calls to a calling
group through the QCC.
Internal calls that dial or and are directed to a calling group
administered as Position-Busy Backup are eligible for queue control. Calls that
come in on a trunk assigned to the Queued Call Console (QCC) are not eligible
for queue control if the call is directed to a calling group designated as PositionBusy Backup.
Remote-access calls to a calling group, coverage calls directed to a calling group,
calls directed to calling group through QCC Position-Busy backup, and all other
outside calls are not eligible for queue control.
Issue 1
February 1998
MERLIN LEGEND Communications System Release 6.0
System Manager’s Guide 555-660-118
New Features and Enhancements
Release 6.0 Enhancements
Prompt-Based Overflow
Page xx
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System managers can activate the Prompt-Based Overflow option. This option
allows callers waiting in queue and listening to a delay announcement to press the
# key in order to reach the overflow receiver for the group, which may be the QCC
queue or another calling group (including a calling group assigned for a voice mail
system).
All three overflow distribution options—based on the number of calls, the time a
caller has waited, and according to the caller’s prompt—may be used at one time.
In this case, time-based and number-of-calls based options take precedence over
overflow distribution based on the caller’s prompt.
When prompt-based overflow distribution is used, an extra TTR must be provided
for each delay announcement device assigned to the associated calling group.
The delay announcement informs the caller of the # key option to exit the queue
and leave rather than waiting for an agent. If no TTR is available when a calling
group call arrives, the call is not sent to a delay announcement extension.
Centrex Transfer via Remote Call Forwarding
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Centrex Transfer via Remote Call Forwarding can be used in all system modes of
operation to send outside calls to a remote telephone number or another Centrex
station. In this context, the term outside calls refers to calls from outside the
communications system, which may originate at extensions in the Centrex system
but not connected to the local MERLIN LEGEND Communications System.
An outside call that uses this feature is defined as a call that arrives on an analog
Centrex loop-start line at the MERLIN LEGEND Communications System. It may
arrive directly or be transferred without consultation or without transfer supervision
(in the case of an automated attendant). The forwarding call to the outside
number is made on the same line/trunk on which the call arrived, conserving
system facilities. The following considerations and rules apply:
■
Only outside Centrex calls are forwarded using this feature.
■
The system must be equipped with analog loop-start Centrex lines and all
loop-start lines in the system must be Centrex facilities. Loop-start lines do
not have to provide reliable disconnect for use by the Centrex Transfer via
Remote Call Forwarding feature.
■
To transfer calls outside the Centrex system, the organization must
subscribe to a Centrex trunk-to-trunk transfer feature.
Activating Centrex Transfer via Remote Call Forwarding is just like activating
regular Remote Call Forwarding and requires that Remote Call Forwarding be
enabled for the extension. However, the user dials instead of a dial-out code,
and a Pause character may be required after the . The Centrex service provider
determines whether the Pause is needed.