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MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Features
Issue 1
August 1998
Page 1
This book provides both summary and detailed information about the features of the MERLIN LEGEND Communications System. For each feature, the following types of information are provided, as applicable:
■ At a Glance. Summary information about the feature, including, for example, users affected, telephones supported, programming code(s), and factory settings.
■
■
■
■
■
Description. A detailed description of the functions and typical uses of the feature.
Considerations and Constraints. An explanation of exceptions and unusual conditions pertaining to the feature.
Mode Differences. An explanation of variations in the use of the feature in the different modes supported by the communications system.
Telephone Differences. An explanation of variations in the use of the feature with different telephones.
Feature Interactions. A list of issues and considerations that you should know about when using one feature in conjunction with another.
For easy reference, features are covered in alphabetical order. The “Index of
shows where information can be found about features and other system components that may have been renamed or reorganized in this
release of the communications system and related products. The “Index to
Features by Activity” on page 15
lists features according to tasks typically performed with the system. Use these, or the index at the back of the book, when you are not sure which entry you should consult.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index of Feature Names
Index of Feature Names
Feature Name
#
2B Data
See
0
Issue 1
August 1998
Digital Data Calls (p. 200) . See also
Data/Video Reference.
Page 2
A
Administration
Programming (p. 535) . See also
System
Programming.
Alarm
Alarm Clock
Allowed Lists
Allowed/Disallowed Lists (p. 36) , Night
Area Code Tables
Automatic Route Selection (p. 68)
Ascend Pipeline 25Px/75Px access device
Attendant Barge-In
Attendant DSS
Direct Station Selector (p. 217)
Attendant Message Waiting
Attendant console—display
Attendant console—Switched Loop
AUDIX
®
Voice Power
®
Authorization Code
Auto Answer—All
Auto Answer—Intercom
Auto Dial
Auto intercom
Auto Login/Logout (calling group)
Automated Attendant Service
Automatic Answer (data management)
Automatic Callback
Automatic Completion
Automatic Extended Call Completion
Automatic Hold or Release
Automatic Line Selection
Automatic Maintenance Busy
Automatic Route Selection (ARS)
Integrated Administration (p. 367)
Group Calling (p. 312) , Extension Status
Integrated Administration (p. 367)
Automatic Line Selection and Ringing/Idle
Automatic Maintenance Busy (p. 66)
Automatic Route Selection (p. 68)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index of Feature Names
Issue 1
August 1998
Page 3
Feature Name See
Automatic Route Selection (ARS) over private networks
Automatic Route Selection (p. 68) and
Tandem Switching (p. 671) . See also
Network Reference .
Autoqueuing
B
Barge-In
Barrier codes
Basic Rate Interface
Behind Switch Operation
Bridging of station lines on multiline telephones
C
Call Accounting System (CAS)
Call Accounting Terminal (CAT)
Call-by-Call Services Table
Call completion
Call Coverage
Call Forward(ing)/Following
Call Management System (CMS)
Call Park
Call Pickup
Call Pickup—directed
Call Pickup—group
Call Records
Call Restrictions
Call Waiting
Callback
Callback Queuing
Caller ID
Calling Group
Calls-in-Queue Alarm
Basic Rate Interface (p. 88) . See also
Data/Video Reference.
Recall/Timed Flash (p. 567) , Centrex
Personal Lines (p. 466) , System
Access/Intercom Buttons (p. 648)
Primary Rate Interface (PRI) and T1 (p. 489) .
See also Data/Video Reference .
Forward and Follow Me (p. 289)
Station Messaging Detail Recording (SMDR,
Group Calling (p. 312) , Queued Call Console
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index of Feature Names
Issue 1
August 1998
Page 4
Feature Name See
Call Management System (CMS)
Camp-On
Cancel Delivered Message
CAT (Call Accounting Terminal)
Centralized Telephone Programming
Extension Status (p. 280) , Appendix I
Programming (p. 535) . See also
System
Programming.
Centralized Voice Messaging
Centralized Voice Messaging (p. 128) . See
also Network Reference .
Centrex
Centrex Transfer via Remote Call Forwarding Forward and Follow Me (p. 289)
Class of Restriction
Common Administration
Computer Telephony Integration
Conference
Consultation Transfer
CONVERSANT
®
Coverage Delay Interval
Coverage Group
Coverage Inhibit
Coverage On/Off
Coverage
Integrated Administration (p. 367)
Coverage (p. 152) , Integrated Administration
D
Data Hunt Groups
Data Privacy
Data Status
Data transmission speed
Default Local and Toll tables
Delay Announcement
Delay Ring
Delete Message
Deliver Message
Dial by name (display feature)
Dial Plan
See Data/Video Reference
Data/Video
Reference
See Data/Video Reference
See Data/Video Reference
Automatic Route Selection (p. 68)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index of Feature Names
Feature Name
Dial Plan: Non-local
Dialed number
Digital Data Ports
Dial-Plan Routing Table
Dial Tone
Digits in Extension
Direct Dept. Calling (Hunting, Hunt Groups)
Direct Facility Termination (DFT)
Direct Group Calling (DGC)
Direct Inward System Access (DISA)
Direct-Line Console
Direct Pool Termination (DPT)
Direct Station Selector
Direct Voice Mail
Directory built into PBX
Directory of System Speed Dial numbers
Directory of extension numbers
Disallowed Lists
Display
Display Preference
Display of name associated with station
Display prompting
Distinctive Ringing
Do Not Disturb
Drop
Issue 1
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Page 5
See
Uniform Dial Plan (UDP) Features (p. 710) .
See also Network Reference .
Digital Data Calls (p. 200) . See also
Data/Video Reference .
Primary Rate Interface (PRI) and T1 (p. 489) .
See also Data/Video Reference .
Direct Station Selector (p. 217)
Allowed/Disallowed Lists (p. 36)
E
Executive Barge-In
Extended call completion
Extended Station Status
Extension Auto Dial
Extension Directory
Extension Pickup
Extension programming
Directories (p. 240) , Integrated
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index of Feature Names
Issue 1
August 1998
Page 6
Feature Name See
Extension Status
Extension Status (p. 280) , Group Calling
ExpressRoute 1000™ ISDN Terminal Adapter Digital Data Calls (p. 200) , Appendix I
Data/Video Reference.
F
Facility alpha/number for incoming calls
Facility Restriction Levels (FRLs)
Fax Attendant
Fax Extension
Fax message waiting
Feature feedback
Flexible Numbering
Follow me
Forced Account Code Entry
Forward
Automatic Route Selection (p. 68) , Uniform
Dial Plan (UDP) Features (p. 710) . See also
Network Reference .
Integrated Administration (p. 367) ,
Forward and Follow Me (p. 289)
Account Code Entry/Forced Account
Forward and Follow Me (p. 289)
G
General Pickup
Group Assignment
Group Call Pickup
Group Calling
Group Coverage
Group IV (G4) fax
Group Calling (p. 312) , Extension Status
Basic Rate Interface (p. 88) , Primary Rate
Interface (PRI) and T1 (p. 489) , Appendix I
Group Paging (Speakerphone)
Group Pickup
H
Hands-Free Answer on Intercom (HFAI)
Hands-Free Unit
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index of Feature Names
Feature Name
Handset Mute
Headset Auto Answer
Headset Disconnect
Headset/Handset Mute
Headset Hang Up
Headset Operation
Headset Options
Headset Status
Hold
Hold Reminder station
Hold Return
Hotel mode
HotLine
Hunt Groups
Hunt type
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August 1998
Page 7
See
Headset Options (p. 343) , Queued Call
I
ICOM buttons
Identification of stations being covered on covering party’s display
Idle Line Preference
Immediate ring
Incoming Call Line Identification (ICLID)
Individual Coverage
Individual Paging
Individual Pickup
Information Service
Integrated Administration
Integrated Solution II (IS II)
Integrated Solution III (IS III)
Inside Auto Dial
Inside Dial Tone
Inspect
Inspect screen
System Access/Intercom Buttons (p. 648)
Automatic Line Selection and Ringing/Idle
Integrated Administration (p. 367)
Integrated Administration (p. 367)
Integrated Administration (p. 367) ,
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index of Feature Names
Issue 1
August 1998
Page 8
Feature Name See
Intercom (ICOM) Buttons
Intercom dialing
Intercom dialing over private networks
System Access/Intercom Buttons (p. 648)
System Access/Intercom Buttons (p. 648)
Uniform Dial Plan (UDP) Features (p. 710) .
See also Network Reference.
Integrated Voice Power Automated Attendant
Appendix I
Intuity CONVERSANT
ISDN/BRI Interface
Basic Rate Interface (p. 88) . See also
Data/Video Reference .
ISDN/PRI Interface
IS II (Integrated Solution II)
IS III (Integrated Solution III)
Primary Rate Interface (PRI) and T1 (p. 489) .
See also Data/Video Reference.
Integrated Administration (p. 367) ,
L
Labeling
Last Number Dial
Last Number Redial
Leave Message
Leave Word Calling
Line Pickup
Line Request
Line/trunk Pool button access
Line/trunk queuing
Loudspeaker Paging
LS-ID Delay option
Lucent Technologies Attendant
®
Lucent Technologies Fax Attendant
®
Integrated Administration (p. 367) ,
Integrated Administration (p. 367) ,
M
Maintenance Alarm
Maintenance Busy
Manual signaling
Automatic Maintenance Busy (p. 66)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index of Feature Names
Feature Name
Menu-based feature activation
Menu-based station programming
MERLIN II System Display Console
MERLIN MAIL
®
MERLIN LEGEND Mail
MERLIN LEGEND Reporter
MERLIN PFC
®
(Phone-Fax-Copier)
Message (fax)
Message Center operation
Message Drop Service
Message indicator
Message Status (operator)
Message Waiting Receiver
Messaging
Microphone Disable
Missed Reminder
Modem pooling
Multi-Function Module
Music On Hold
Mute
Mute, Headset/Handset
Issue 1
August 1998
Page 9
See
Direct-Line Console (p. 208) , Direct Station
Integrated Administration (p. 367)
See MERLIN LEGEND Communications
System Modem Pooling application note
Multi-Function Module (p. 431)
N
N11 table
Name/number of internal caller
Networked systems
Next Message
Night Service
No Ring option
Notify
Numbering Plan
Automatic Route Selection (p. 68)
Uniform Dial Plan (UDP) Features (p. 710) .
See also Network Reference.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index of Feature Names
See Feature Name
O
On- or off-hook queuing
One-Touch Hold
One-Touch Transfer
Operator Automatic Hold
Operator Hold Timer
Originate Only
Outside Auto Dial
Outward Restriction
Issue 1
August 1998
Page 10
System Access/Intercom Buttons (p. 648)
Calling Restrictions (p. 117) , Night Service
P
Page All
Paging
Park
PassageWay
®
Direct Connection Solution
PassageWay Telephony Services
Passive-bus
Patterns
Personal Directory
Personal Speed Dial
Personalized Ring
Picasso Still-Image Phone
Pipeline™ 25Px/75PX Access Device
Pickup
Pickup, Call Waiting
Pool Dial-Out Code Restriction
Pool routing
Pool routing: private network trunks
Pools
Position Busy Backup
Posted Messages
PRI
PassageWay
Telephony Services Network Manager’s
Guide.
Digital Data Calls (p. 200) . See also
Data/Video Reference.
Automatic Route Selection (p. 68)
Automatic Route Selection (p. 68)
Uniform Dial Plan (UDP) Features (p. 710)
Primary Rate Interface (PRI) and T1 (p. 489) .
See also Data/Video Reference .
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index of Feature Names
Feature Name
Primary Coverage
Primary Rate Interface (PRI)
Prime line
Principal user
Printer
Priority call ringing
Privacy
Programming
Issue 1
August 1998
Page 11
See
Primary Rate Interface (PRI) and T1 (p. 489) .
See also Data/Video Reference .
Personal Lines (p. 466) , System
Access/Intercom Buttons (p. 648)
Station Message Detail Recording (SMDR,
Programming (p. 535) , Integrated
Q
Queue Priority
Queued Call Console (QCC)
R
Recall
Reminder Service
Remote Access
Remote Administration
Remote Call Forwarding
Remote programming
Restrictions
Retrieve Message
Return Call
Return Ring Interval
Ring Buttons
Ring Timing options
Ringback (Transfer Audible)
Ringing/Idle Line Preference
Ringing options
Rotary signaling
Routes per pattern
See System Programming.
Forward and Follow Me (p. 289)
See System Programming.
System Access/Intercom Buttons (p. 648)
Automatic Line Selection and Ringing/Idle
Touch-Tone or Rotary Signaling (p. 687)
Automatic Route Selection (p. 68)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index of Feature Names
Feature Name
Routing by dial plan
See
Issue 1
August 1998
Page 12
Primary Rate Interface (PRI) and T1 (p. 489)
S
SA buttons
Saved Number Dial
Scroll
Second Dial Tone Timer
Selective Callback
Secondary Coverage
Send All Calls
Send/Remove Message
Send Ring
Service Observing
Set Up Space
Shared System Access
Signaling
Six-digit screening
SMDR
Speakerphone Paging
Special Numbers Pattern
Special Services Selection Table
Speed Dial
SPM
Station Conference—External Parties
Station Conference—Total Parties
Station DSS auto dial
Station lines
Station Message Detail Recording
Station programming
Station-to-Station Messaging
Supplemental Alert Adapter
Switched 56
Switchhook (Flash)
System Access/Intercom Buttons (p. 648)
Second Dial Tone Timer (p. 605)
System Access/Intercom Buttons (p. 648)
Automatic Route Selection (p. 68)
Station Message Detail Recording (SMDR,
Automatic Route Selection (p. 68)
Primary Rate Interface (PRI) and T1 (p. 489)
, Directories (p. 240) , Speed
Programming (p. 535) . See also
System
Programming.
Direct Station Selector (p. 217)
System Access/Intercom Buttons (p. 648)
Station Message Detail Recording (SMDR,
Multi-Function Module (p. 431)
Primary Rate Interface (PRI) and T1 (p. 489)
See also Data/Video Reference.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index of Feature Names
Feature Name
Switched Loop Console
Switch Identifiers for non-local networked systems
System Access buttons
System Directory
System Numbering, non-local extensions
System Renumbering
System Programming
System Speed Dial
System Programming and Maintenance
Issue 1
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Page 13
See
Tandem Switching (p. 671) . See also
Network Reference.
System Access/Intercom Buttons (p. 648)
Uniform Dial Plan (UDP) Features (p. 710)
Programming (p. 535) . See also
System
Programming.
Programming (p. 535) . See also
System
Programming.
T
T1 Interface (DS1)
Tandem Switching
Three-Digit Numbering
Time-day-date (display)
Timed flash
Time of day routing
Timer
Toll Restriction
Toll Type
Touch-tone receivers (TTRs)
Touch-tone signaling
Transfer
Transfer Audible
Transfer Return Identification
Transfer Return Interval
Trunk Pools
Trunk-to-Trunk Transfer
TTRs
Two-Digit numbering
Primary Rate Interface (PRI) and T1 (p. 489) .
See also Data/Video Reference.
Automatic Route Selection (p. 68)
Touch-Tone or Rotary Signaling (p. 687)
Touch-Tone or Rotary Signaling (p. 687)
Transfer
Touch-Tone or Rotary Signaling (p. 687)
U
UDC/DDC
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index of Feature Names
Feature Name
UDP features
Unrestricted Restriction
See
Issue 1
August 1998
Page 14
Uniform Dial Plan (UDP) Features (p. 710)
V
Videoconferencing
Voice Messaging Interface (VMI) ports
Voice announce
Voice announce disable
Voice announce inside calls
Voice announce on busy stations
Voice-Announced Transfer
Voice buttons
Voice mail message waiting
Voice mail systems
Voice messaging systems
Digital Data Calls (p. 200) , Appendix I
Data/Video Reference.
Voice Announce to Busy (p. 725)
Paging (p. 453) , System Access/Intercom
Voice Announce to Busy (p. 725)
System Access/Intercom Buttons (p. 648)
Integrated Administration (p. 367) ,
Integrated Administration (p. 367) ,
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index to Features by Activity
Issue 1
August 1998
Page 15
Index to Features by Activity
0
The index in this section lists system features according to the activities that people typically perform. Operator features are not covered exhaustively here
because they are described in detail in the entries: “Direct-Line Console” on page
208
, “Direct Station Selector” on page 217
, and “Queued Call Console (QCC)” on
page 543 . This index lists features according to the following categories:
■
■
■
■
■
■
■
■
— Conferencing and joining calls
— Using the system from an outside phone
Covering Calls or Having Calls Covered
Calling Privileges and Restrictions
— To prevent people from making calls
Special Operator and Calling Supervisor Features
Understanding and Customizing your Telephone
Look for an activity in the first column. In the second column, find out who performs the activity. The third column tells you where to find more information.
Basic Calling and Answering
Answering calls
For Feature Name
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index to Features by Activity
Issue 1
August 1998
Page 16
And seeing who is calling you from another extension Display phones
And seeing who is calling you from an extension on a remote networked system (Hybrid/PBX mode)
And seeing who is calling you from outside
And identifying the type of call according to the ring
MLX display phones
Release 6.0 and later
MLX display phones
All
Primary Rate Interface (p. 489)
And transferring to another extension All
And transferring to an outside number All except single-line
And transferring to a non-local extension (Hybrid/PBX mode)
All
At another extension
At a line not on your phone
All
All
At a line you share with others
For another person or group of people
All
All
Uniform Dial Plan (UDP)
System Access/Intercom
System Access/Intercom
If you are a calling supervisor for people answering calls
If you are an operator
If you are part of a group
Waiting for you, after you hear call-waiting tone
That come to your extension while you are at another extension
All
And then disconnect, without using the handset or
Speaker button
DLC and QCC operators only
DLC and QCC operators only
All
All
All
Direct Station Selector (p. 217)
Direct Station Selector (p. 217)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index to Features by Activity
Issue 1
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Page 17
Basic Calling and Answering For
Answering calls (continued)
Using a Hands-Free Unit, without lifting the handset Analog multiline with no speaker
Using a headset
Using a modem, fax machine, or headset
MLX
Analog multiline
Feature Name
Conferencing and joining calls
Conferencing inside and outside parties where the inside parties do not share a line
All
Joining calls of inside parties who share a line All System Access/Intercom
Preventing others from joining your calls
Joining a caller and the extension he or she wants to reach
All except QCC
All except operators
Dialing
An inside call All
An inside call to an extension on a networked system
(Hybrid/PBX mode)
All, Release 6.0 and later systems
An outside call All
System Access/Intercom
Uniform Dial Plan (UDP)
System Access/Intercom
An inside or outside number with one touch
An inside or outside number with one touch
All except single-line and
QCC
Operators with
MLX phones or
System
Display
Consoles only
An inside or outside number by lifting the handset of a single-line telephone
Single-line only (Release
5.0 and later systems)
A call from another extension, using your own calling privileges
All
An inside call to anyone in a group of people All
Direct Station Selector (p. 217)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index to Features by Activity
Issue 1
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Page 18
Basic Calling and Answering
Dialing (continued)
An Account Code, for billing to a project or client, during or before a call
By entering a 3-digit code for a party that people in your company call often
By entering a 2-digit code for a party you call often
(phones with 10 or fewer buttons)
For
All
All
All
Feature Name
Account Code Entry/Forced
By selecting a name from the display
A person who has left a message on your display, with one touch
Outside of normal office hours
A number you dialed before
All
Display phones only
Messaging
All
All except QCC
A busy extension to reach it when it is available All except QCC
A busy line to have your call placed when the line is available
All except QCC
(and singleline and cordless or wireless, for
Line Request)
When you want to interrupt a call at a busy extension or one with Do Not Disturb on
Operators only
Using a special long-distance service to which your company subscribes, such as MEGACOM ® WATS
Using a line/trunk that originates at another system in your private network
System managers (to set up)
System managers (to set up);
Release 6.0 and later
Primary Rate Interface (p. 489)
Automatic Route Selection
Automatic Route Selection
A voice mail box
Change the Extension Directory to accommodate new or changed extensions
Change the System Directory to accommodate business needs
All
System managers only
System managers only
Paging
One person at your company who has a speakerphone and is not a QCC operator or at a single-line phone
Several people at your company who have speakerphones and are not QCC operators or at single-line phones
All
All
System Access/Intercom
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index to Features by Activity
Issue 1
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Page 19
Basic Calling and Answering
Paging (continued)
All the people at your company who have speakerphones and are not QCC operators or at single-line phones
Over your company’s loudspeaker system
For
All
Feature Name
Prevent voice-announced calls from coming in over your speakerphone, or allow them
All
Analog multiline and
MLX
Voice Announce to Busy
Putting a call on hold
At your own extension, so that you can pick it up
At your own extension, so that you can pick it up
All except single-line
Single-line
At your own extension, so that you or someone who shares a line can pick it up
All
System Access/Intercom
At your own extension, automatically in order to transfer an outside call to another extension with a shared line or button
At your own extension, so that anyone can pick it up after you page them
All
All except QCC
At one of several reserved extensions, so that anyone can pick it up after you page them
Operators only
Automatically DLC operators only
Using the system from an outside phone
To gain access to the system as if you were on an inside extension
N/A
To receive calls that come to your system extension N/A
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index to Features by Activity
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Page 20
Covering Calls or Having Calls Covered
When you are covering calls
As an operator
For Feature Name
As a calling supervisor for people covering calls
As a member of a group
DLC and QCC operators only
DLC and QCC operators only
All
Direct Station Selector (p. 217)
Direct Station Selector (p. 217)
And you want to adjust the ringing at the button where calls come in
All except single-line
When your calls are being covered
By someone who shares a line All
Occasionally
Occasionally, and you wish to change forwarding options from any multiline telephone in the system
All
All; Release 6.0 and later systems
By voice mail
Regularly
All
All
And you want to adjust or remove the ringing at the button(s) where covered calls arrive
All except single-line
At an outside number (for example, your home office) All
At a number outside the MERLIN LEGEND
Communications System, for calls arriving on Centrex lines
All; Release 6.0 and later systems
Timekeeping
To set others’ phones to ring at a certain time as a reminder
To set your own phone to ring at a certain time as a reminder
To set the alarm clock on your telephone
DLC operators only
All
To set the time at your telephone
To set the timer for calls or other activities
To set the systemwide time
Display telephones only
Display telephones only
Display telephones only
System manager only
System Access/Intercom
See System Programming.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index to Features by Activity
Issue 1
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Page 21
Calling Privileges and Restrictions For
To prevent people from making calls
To your extension
To your extension when your phone is too busy to take any more calls or you must be away from your phone
QCC only
To outside numbers
All except operator
System manager only
To toll numbers System manager only
Feature Name
Automatic Route Selection
Allowed/Disallowed Lists
To certain numbers or area codes
Outside of normal business hours
System manager only
System manager only
System manager only
On certain outside lines in a Hybrid/PBX system Automatic Route Selection
To allow calls
To certain numbers or area codes System manager only
Allowed/Disallowed Lists
Speed Dial (System Speed
Outside of normal business hours System manager only
Other calling privileges
To use your own calling privileges at others’ extensions
To enter your password for off-hours calls
All
All
Messaging
Leaving messages
Turn an extension’s Message light on or off to indicate that you have a message for the party
Operators only
(Send/Remove Message)
Call and let a co-worker with a display phone know that you have called
Let a co-worker with a display phone know that you wish to speak with him or her, without calling
All
Message)
All except QCC
Message)
Let a co-worker with a multiline phone know that you wish to speak with him or her, without calling
All except QCC
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index to Features by Activity
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Page 22
Messaging
Cancel a message left for a co-worker who has a display phone
For
Leaving messages (continued)
Post a specific message (such as, 28772/81&+ ) for co-workers who have display phones
All except single-line
All
Feature Name
Messages)
Message)
Receiving messages
Read messages Display phones only
All Turn off Message light
Delete messages Display phones only
Return a call from a co-worker who has left a message Display phones only
Controlling messaging
Change the posted messages that users can choose from
System manager only
Change the extension information that appears on display telephones that have messages
Set up voice messaging system to take calls
Set up extensions to receive messages from a fax machine that has a delivery for them
System manager only
System manager only
System manager only
Set up calling groups to receive messages from co-workers
System manager only
System Manager Features
Customizing the system
Set up account codes so that calls can be billed or tracked to a specific client or project
Set up which line is selected when a user lifts the handset or presses the Speaker button
Change extension numbers for extensions, adjuncts, lines, telephones, ranges of extensions on a DSS,
ARS, calling groups, Idle Line Access, Listed
Directory Number (LDN), paging groups, park zones,
Pools, or Remote Access
All
N/A Account Code Entry/Forced
All telephones Automatic Line Selection and
Ringing/Idle Line Preference
Uniform Dial Plan (UDP)
Add or change ranges of non-local dial plan extension numbers so that local users can dial them as if they were connected to the local system
All, Release 6.0 and later systems
Change the overall system numbering plan; for example, change to 2-, 3-, or a variable number of digits for extension numbers
All
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index to Features by Activity
Issue 1
August 1998
Page 23
System Manager Features For
Customizing the system (continued)
Modify the line buttons (SA or ICOM) available on a user’s telephone: change, add, or delete
All except single-line
Set up a single-line telephone so that it dials a specific inside extension or outside number as soon as someone lifts the handset
For single-line only (Release
5.0 and later)
Adjust the ringing at an extension, including one with a single-line phone or Multi-Function Module (MFM)
For single-line/
MFM
Set up special phones to be used for incoming and outgoing calls during a commercial power failure
N/A
Adjust the system dial tone to accommodate a voice messaging system or modem
N/A
Control what a caller hears while waiting for the system (during transfer, while on hold, or during other operations where the caller must wait)
N/A
Set up an adapter connected to an MLX extension to support a fax machine, modem, or other device
N/A
Change the language (English, French, or Spanish) used in System Programming and Maintenance
(SPM) software
Change the language (English, French, or Spanish) used in Station Message Detail Recording (SMDR) and programming reports
Change the language used (English, French, or
Spanish) systemwide or at an extension; this also changes the clock, which is 12-hour for English and
24-hour for French or Spanish
In Hybrid/PBX mode, change the display of caller information for non-local dial plan calls
System manager or programmer
N/A
MLX display phones only
MLX display phones,
Release 6.0 and later
Set up the Transfer feature for one-touch Transfer or automatic Hold
All
Control extensions with software running on an associated worktop PC, on a local area network
(LAN) running Novell NetWare
®
3.12, 4.1, or 4.11
MLX and analog multiline
Directories
Change a user’s Personal Directory listings
Change the names listed with System Directory entries to accommodate business needs
MLX display phones only
Change the Extension Directory to accommodate new or changed extensions
N/A
N/A
Feature Name
System Access/Intercom
Power-Failure Transfer
Multi-Function Module (p. 431)
Uniform Dial Plan (UDP)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index to Features by Activity
Issue 1
August 1998
Page 24
System Manager Features For
Messages
Change the posted messages that users can choose from
N/A
N/A Change the extension information that appears on display telephones with inside calls and messages
Set up a group of fax machines to take calls
Set up voice messaging system to take calls
N/A
N/A
Getting reports
Get a report on incoming and outgoing calls, including account codes, if programmed
N/A
Get a report on the way the system is programmed N/A
Feature Name
Station Message Detail
Station Message Detail
Lines and trunks
In Hybrid/PBX mode, route calls for maximal cost savings, security, and efficiency
In Hybrid/PBX mode, allow non-local users to access
PSTN trunks connected to your local system, to save toll costs
All; Release 6.0 and later
In Hybrid/PBX mode, allow local users to access
PSTN trunks connected to another system in your network, to save toll costs
Take an outside line out of service when there is a problem with it
All
All; Release 6.0 and later
N/A
In Hybrid/PBX mode, assign lines that can be answered without operator involvement
Automatic Maintenance Busy
All telephones
In Behind Switch mode, allow Conference, Transfer, and Drop buttons to access host features
N/A
Operators
Allow a QCC operator to join callers and extensions more rapidly
N/A
Find out about the Alarm button on operator consoles or set up a special light or bell to signal a system problem
Operator consoles
Troubleshooting
Prevent DLC operators from accidentally disconnecting callers
Find out what to do when callers on hold are being disconnected
Make your system more secure from toll fraud
N/A
N/A
N/A
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index to Features by Activity
Issue 1
August 1998
Page 25
System Manager Features
Troubleshooting (continued)
Correct problems that users are having with the switchhook, Recall, or Flash button
For
N/A
Join a caller and the extension he or she wants to reach
Operator consoles
Find out about the Alarm button that signals a system problem
Operator consoles
Feature Name
Find out about the Alarm button that signals too many calls waiting in line for your attention or your group’s attention
Operator consoles
Activate Night Service for system use outside of normal business hours
Set up the way calls are distributed to calling group members
Monitor others’ calls
Operator consoles
System manager only
N/A
Direct Station Selector (p. 217)
Set up a device to answer calls when a group is unavailable to take them
Log a calling group member in or out.
System manager only
Operator consoles
Control the number of calls that can be waiting in a calling group queue before callers receive a busy signal
System manager only,
Release 6.0 and later
Set options that control when calling group calls are sent to a QCC operator or calling group for overflow handling and when a calling group alarm or alert is activated to indicate that too many calls are in queue
System manager only
Log a delay announcement device for a group in or out Operator consoles
Allow DLC operators to place calls on hold automatically
System manager only
Turn an extension’s Message light on or off to indicate that you have a message for the party
Operators only
(Send/Remove Message)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Index to Features by Activity
Issue 1
August 1998
Page 26
Understanding and
Customizing Your Telephone
Give your phone its own distinctive ring
Change the way your phone rings when you’re already on a call
Delay or remove the ring from an outside, SA, or
ICOM line button
Change the volume levels for ringing, conversations on the handset, and conversations on the speakerphone
Change the language used (English, French, or
Spanish) at your extension; this also changes the clock, which is 12-hour for English and 24-hour for
French or Spanish
Learn about the display on your telephone
Set contrast on your telephone
Use the line buttons on your telephone
For
All
All except single-line
MLX only
MLX display phones only
Display telephones
Display telephones except
BIS-22D
All
Feature Name
Program buttons Multiline telephones
Change the ringing sound on your telephone
Change the number of times calls ring
Use the display to screen incoming calls
All
All
MLX display phones only
MLX display phones only
See what features are programmed on telephone buttons
For noisy environments: turn off the microphone at an
MLX telephone (except a QCC) so that a user can hear voice announcements but must lift the handset to respond
System manager only
System Access/Intercom
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Account Code Entry/Forced Account Code Entry
Abbreviated Ring
See “Ringing Options” on page 593
.
0
Account Code Entry/Forced Account
Code Entry
0
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Code
Feature Code
MLX Display Label
System Programming
Hardware
Maximum
Factory Setting
Issue 1
August 1998
Page 27
0
Telephone users, operators, data users
Extension Directory, Extension Information, SMDR
All
All touch-tone telephones
$FFRXQW&RGH [ $FFW ]
Enter extensions required to use account codes before making an outside call:
●
([WHQVLRQV → $FFRXQW
Printer for SMDR Reports, or PC and printer equipped with
Lucent Technologies CAS software needed for Account Code
Reports
16 characters (0–9, *)
Forced Account Code not assigned to any extensions
Description 0
Use Account Code Entry to enter account codes (developed by accounting or administrative personnel) for outside calls, both incoming and outgoing. These codes appear on Station Message Detail Recording (SMDR) reports, along with other call information, and are used for billing or cost-accounting to identify outgoing calls with a project, client, or department. You can enter an account code before or during a call or not at all. You can also change, correct, or cancel an account code while the call is in progress.
Forced Account Code Entry is similar, but affects only outgoing calls and requires a caller to enter an account code before placing an outside call. You can change or correct an account code while a call is in progress, but you cannot cancel it.
To enter, change, or correct an account code during a call, activate the feature and enter the account code. Only the person who enters the account code hears the tones generated by dialing the account code number. To cancel an account code (when permitted), activate the feature and exit without entering a code.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Account Code Entry/Forced Account Code Entry
Issue 1
August 1998
Page 28
Forced Account Code Entry, when activated for an extension, has the following effects:
■
■
If you select an outside line on an SA button (by dialing a dial-out code) or on an ICOM button (by dialing the Idle Line Access code) without entering an account code, the call is blocked. Depending on the type of telephone used, this may be indicated by the programmed Account Code Entry button flashing, the SA button going to the off/idle state, or an intercept tone.
If you try to make an outside call on a personal line or Pool button without entering an account code, there is no dial tone.
Considerations and Constraints 0
If SMDR is set to record outgoing calls only, you cannot enter an account code for incoming calls.
The system does not validate account codes; it checks only the number of characters entered (maximum of 16) and completion (signaled by dialing or pressing a programmed Account Code Entry button).
Account codes can be no more than 16 characters in length, and only the digits
0–9 and the character * can be used.
Forced Account Code Entry allows you to enter account codes for incoming calls, including incoming calls added to a conference call, by using the Account Code
Entry feature. Account codes are not mandatory in these situations. (Outgoing, outside calls added to a conference must have an account code.)
You cannot change an account code entered from another extension.
An incoming caller cannot hear tones as account codes are entered during a call.
An Account Code Entry button only activates and completes the account code entry. It does not automatically enter an account code. A separate outside Auto
Dial button can be programmed with an account code number.
In Release 2.0 and prior systems, a user at an extension programmed with
Forced Account Code Entry must enter an account code to use Loudspeaker
Paging. In Release 2.1 and later systems, users at extensions programmed with
Forced Account Code Entry do not need to enter an account code to use
Loudspeaker Paging.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Account Code Entry/Forced Account Code Entry
Mode Differences 0
Issue 1
August 1998
Page 29
Behind Switch Mode 0
In Behind Switch mode, single-line telephones must be programmed through Idle
Line Preference to select an SA or ICOM button when the user lifts the handset to make an outgoing call.
Telephone Differences 0
Queued Call Consoles 0
To make an outgoing call from a Queued Call Console (QCC), activate Account
Code Entry by selecting the feature from the Home screen, or by pressing the
Feature button and selecting the Account Code Entry feature from the display.
After the account code is dialed, complete the entry by dialing . Then select a personal line, SA, or Pool button on which to make the call.
Normally, you cannot enter account codes when you answer a Group Coverage call at a Group Cover button programmed on a multiline telephone. However, when the QCC queue is programmed as the receiver for a coverage group, Cover buttons are not required and the QCC system operator can enter account codes.
Those account codes appear on the SMDR printout. In this case, the Account
Code Entry feature must be activated from the display and cannot be activated by dialing the feature code.
Other Multiline Telephones 0
An MLX telephone user can program account codes either individually, on outside
Auto Dial buttons, or as an entry in the Personal Directory (MLX-20L
® telephones). Enter an account code by pressing the Feature button and selecting
$FFRXQW&RGH from the display.
NOTE:
Account codes cannot be entered with System Speed Dial or Personal
Speed Dial because pressing to activate speed dial completes account code entry.
On all other multiline telephones, activate Account Code Entry by pressing a programmed Account Code Entry button, or by pressing the Feature button and dialing . After dialing the account code, complete the entry by pressing a programmed Account Code Entry button or dialing . On MLX display telephones, a user can also activate and complete the feature by pressing the Feature button and selecting the feature from the display. Once the entry is complete, select a personal line, SA, or Pool button, lift the handset, and make the call.
If Account Code Entry is assigned to a button, the LED flashes when you lift the handset and attempt an outside call. On MLX display telephones, the feature name appears on the display. Enter the account code and press the programmed
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Account Code Entry/Forced Account Code Entry
Issue 1
August 1998
Page 30
Account Code Entry button; the green LED goes from flashing to on. Then select the outside line and proceed with the call.
Single-Line Telephones 0
By default, single-line telephones in Behind Switch mode cannot use Account
Code Entry or Forced Account Code Entry. If this feature is to be used, the single-line telephone must be programmed through Idle Line Preference to select an SA or ICOM button so that the user hears inside dial tone when the handset is lifted for an outgoing call.
Single-line telephones must have touch-tone dialing to use the Account Code
Entry feature. When a single-line telephone user hears inside dial tone, the user can activate the feature by dialing .
Single-line telephone users cannot enter account codes by using System Speed
Dial or Personal Speed Dial because these features are activated by dialing .
Pressing completes the entry of an account code and cannot also be used to activate the Speed Dial features.
Feature Interactions 0
Authorization Code If an account code is not entered, the ACCOUNT field of the SMDR printout contains the authorization code used to obtain restriction privileges. If an account code is entered at any time during a call, the account code is stored in the SMDR record.
Often-used account codes can be put on outside Auto Dial buttons.
Auto Dial
Automatic Line
Selection
A single-line telephone user can enter account codes only if Automatic
Line Selection is programmed to select an SA or ICOM button when the user lifts the handset.
Automatic Route
Selection
Callback
Conference
Coverage
When ARS is used, enter an account code before or after dialing the telephone number. If Forced Account Code Entry is assigned, enter the code before dialing the ARS dial-out code.
Enter an account code before activating Callback. Otherwise, the account code cannot be entered until after the call connects. Account codes cannot be entered while the call is queued.
Enter a separate account code for each added outside conferee.
Digital Data Calls
When answering calls on a programmed Cover button, a receiver cannot enter an account code. An account code must be entered from the sender’s telephone. If the receiver tries to enter an account code, no error tone sounds, but the account code does not appear on the SMDR report.
Because Cover buttons are not required when a QCC queue is programmed as a receiver for a coverage group, a QCC operator can enter account codes, which appear on the SMDR report.
Account codes can be entered for calls made by digital data workstations and by video systems that support the use of # for feature codes. The account code must be entered before the telephone number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Account Code Entry/Forced Account Code Entry
Issue 1
August 1998
Page 31
Directories
Display
Forward and
Follow Me
An MLX-20L telephone user can program an account code as a listing in a Personal Directory. Enter the code from the display by activating
Account Code Entry and choosing the directory entry with the code.
When the Account Code Entry feature is activated, the $&&7 message on the display prompts the user to enter the account code. The account code digits are shown next to the prompt as they are dialed.
Extensions assigned Forced Account Code Entry can forward calls only to extensions and not to outside numbers. The user hears a fast busy signal if he or she tries to forward a call to an outside number.
HotLine
Personal Lines
Pools
HotLine extensions (Release 5.0 and later) cannot use account codes.
When Forced Account Code Entry is assigned to an extension and the user tries to dial an outside call on a personal line button without entering the account code, the call does not go through.
When Forced Account Code Entry is assigned to an extension and the user tries to dial an outside call on a Pool button without entering the account code, the call does not go through.
Primary Rate Interface and T1
At an extension assigned to a PRI line, either enter an account code before the call is made or during the call. Forced account codes must be entered before calling. An account code entered before a call is dialed is treated as a restriction code for all the outgoing calls placed over the PRI line.
Remote Access
SMDR
Account codes cannot be entered on calls made using Remote Access.
The account code is printed in the ACCOUNT field of the SMDR record. If
SMDR is programmed for outgoing calls only, an account code cannot be entered for an incoming call.
Speed Dial
Transfer
UDP Features
Personal Speed Dial or System Speed Dial cannot be used to dial account codes because the used to access the speed dialing signals an exit from the Account Code Entry feature.
When a call is transferred, the destination extension cannot change an account code entered at the originating extension.
In Release 6.0 and later systems (Hybrid/PBX mode only), account codes entered on the local system are reported by SMDR. Account codes can be entered for private network calls. When Forced Account Code Entry is programmed, a user can still dial a non-local extension without entering an account code.
Administration
0
See “Integrated Administration” on page 367
.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Alarm
Alarm
0
At a Glance
Users Affected
Reports Affected
Mode
Telephones
Programming Code
MLX Display Label
System Programming
Hardware
0
Operators
Extension Information
All
System operator consoles only (QCC or DLC)
$ODUP>$ODUP@
$X[(TXLS
→
0DLQW$ODUPV
Alert device (bell or strobe) for Maintenance Alert
Issue 1
August 1998
Page 32
Description 0
Alarms provide either a visible or audible indication when the system detects a problem that needs immediate attention.
■
Alarm Button. A programmed button on Direct-Line Consoles (DLCs) and a factory-set button on QCCs that alerts an operator to system problems.
The red LED next to the Alarm button on the operator console lights when the system detects a problem (such as a problem with one of the lines/trunks or some other system error) that requires immediate attention.
It remains on until the problem is corrected.
■
Maintenance Alert. An alert device such as a bell or strobe light connected to the line or trunk designated as a maintenance alarm jack. The device rings or lights when the system detects a problem.
The red LED on the processor module turns on when the system detects a problem that requires immediate attention. It remains lit until the problem is corrected.
The red LED on some modules turns on when the system detects a module-related problem, for example, a loss of service on a 100D module.
Considerations and Constraints 0
As soon as the system detects a problem, the red LED next to the Alarm button turns on and/or the maintenance alert sounds or flashes.
All system operator consoles with an Alarm button receive the indication.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Alarm
Issue 1
August 1998
Page 33
Telephone Differences 0
Alarm buttons can be programmed only on system operator consoles.
Direct-Line Consoles 0
The Alarm button is not a fixed feature and can be assigned to any available button on an analog or MLX DLC.
An Alarm button can be factory-assigned on an analog DLC but not on an MLX
DLC. On a system with fewer than 29 lines, the Alarm button is factory-assigned to analog DLCs with 34 or more buttons. On a system with more than 29 lines,
Line 30 is assigned to the button that would have been the Alarm button.
An operator at an MLX DLC can use the Inspect feature to display the number of alarms; an analog DLC operator cannot use Inspect.
Queued Call Consoles 0
An Alarm button is a fixed feature on a QCC.
A QCC operator can use the Inspect feature to display the number of alarms.
Feature Interactions
Automatic
Maintenance Busy
CTI Link
Inspect
Night Service
Personal Lines
Pools
UDP Features
0
The red LED turns on next to the Alarm button on system operator consoles, and the designated maintenance alert device sounds or flashes when more than 50 percent of the lines/trunks in the pool are in a maintenance-busy state.
When a CTI link is reset (called a broadcast reset ), any programmed
Alarm buttons on operator consoles or connected alarm devices light up.
Inspect can be used on an MLX DLC or a QCC to display the number of alarms. Inspect cannot be used on an analog DLC.
A line/trunk jack programmed as a maintenance alarm port cannot be assigned to a Night Service group.
A line/trunk jack used for a maintenance alarm cannot be assigned as a personal line.
A line/trunk jack used for a maintenance alarm cannot be assigned to a pool (Hybrid/PBX mode only).
In Release 6.0 and later systems (Hybrid/PBX mode only), in private networks, system alarms must be on the local system. The Alarm button on an operator console responds to the local system.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Alarm Clock
Alarm Clock
0
At a Glance
Users Affected
Reports Affected
Modes
Telephones
MLX Display Label
0
Telephone users, operators
None
All
MLX display and analog multiline telephones
$ODUP&ON>$ODUP@
Issue 1
August 1998
Page 34
Description 0
If you have a display phone, you can use it as an alarm clock and set it to beep at a particular time to remind you of an appointment, meeting, or other important event. Until canceled, the alarm sounds every day at the set time.
Each MLX telephone and analog multiline display telephone has a timer to time calls, meetings, breaks, or other events. When activated, the timer appears at the top of the display, next to the date, and starts counting. It counts to 59 minutes and 59 seconds, then resets to zero and continues counting.
To Set the Alarm 0
To set the alarm on an MLX display telephone, follow the procedure below:
1.
Press the Menu button.
2.
Select $ODUP&ORFN [ $O&ON ]. If this feature is not displayed, press the More button. The display shows the alarm status (On/Off) and the time set.
3.
For English-language operation, dial a 4-digit time from 0100 to 1259 and select DPSP to switch the displayed time from A.M. to P.M. or back again.
For French- or Spanish-language operation, dial a 4-digit time from 0000 to
2359. If you make an error, select 5HVHW and redial.
4.
Select 2Q .
5.
Press the Home button. A bell appears on the Home screen.
To set the alarm on an analog multiline telephone, follow the procedure below:
1.
Press the Set button. $/$502II begins to flash.
2.
Press the Fwd button. $/$502Q begins to flash.
3.
Press Set. +RXU and DPSP begin to flash.
4.
Press Fwd or Rev until the setting you want appears on the display.
5.
Press Set. 0LQXWHV begins to flash .
6.
Press Fwd or Rev until the setting you want appears on the display.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Alarm Clock
Issue 1
August 1998
Page 35
7.
Press the Exit button. A bell appears on the display next to the date.
To Cancel the Alarm 0
To cancel the alarm on an MLX display telephone, follow the procedure below:
1.
Press the Menu button.
2.
Select $ODUP&ORFN [ $O&ON ]. If this feature is not displayed, press the More button.
3.
Select 2II .
4.
Press the Home button. The bell disappears from the Home screen.
To cancel the alarm on an analog multiline telephone, follow the procedure below:
1.
Press the Set button. $/$502Q begins to flash.
2.
Press the Fwd button. $/$502II begins to flash.
3.
Press the Exit button. The bell disappears from the display.
Feature Interactions
Language Choice
0
Enter the time settings for Alarm Clock in accordance with the language selection governing the extension. If the language selection is English, the time setting for Alarm Clock must be entered in 12-hour format
(0100–1259), followed by either a ( $ ) for a.m. or a ( 3 ) for p.m. If the governing language selection is French or Spanish, the time setting must be entered in 24-hour format (0000–2359).
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Allowed/Disallowed Lists
Allowed/Disallowed Lists
0
Issue 1
August 1998
Page 36
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Maximums
Allowed Lists
Disallowed Lists
Factory Settings
Second Dial Tone Timer
Default Disallowed List
Entries
Assigned to
0
Telephone users, operators, data users
Access to Allowed Lists, Access to Disallowed Lists,
Allowed Lists, Disallowed Lists, Remote Access (DISA)
Information
All
All
●
Establish, change, or remove Allowed/Disallowed Lists:
7DEOHV
→
$OORZ/LVW'LVDOORZ
Assign or remove Allowed/Disallowed Lists for individual
● extensions:
7DEOHV
→
$OORZ7R'LVDOORZ7R
Assign or remove Disallowed Lists for non-tie lines/trunks used for Remote Access:
●
/LQHV7UXQNV
'LVDOORZ/VW
→
5HPRWH$FFVV
→
1RQ7,(/LQHV
→
Assign or remove Disallowed Lists for tie trunks used for
Remote Access:
●
/LQHV7UXQNV
'LVDOORZ/VW
→
5HPRWH$FFVV
→
7,(/LQHV →
Assign or remove Disallowed Lists for each remote access
● barrier code:
/LQHV7UXQNV
'LVDOORZ/VW
→
5HPRWH$FFVV
→
%DUULHU&RGH
→
6 digits for each number (plus leading 1, if required)
10 numbers for each list. Release 3.1 and later systems may also have an asterisk (*) preceding a leading star code.
8 lists for each system
8 lists for each extension
11 digits for each number (plus wildcard)
10 numbers for each list
8 lists for each system
8 lists for each extension
0 ms (range: 0–5,000 ms, increments of 200, entries rounded down if not increments of 200)
Disallowed List 7
0, 10, 11, 1809, 1700, 1900, 976, 1 ppp 976, * ( p =any digit)
All VMI ports
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Allowed/Disallowed Lists
Issue 1
August 1998
Page 37
Description 0
Used in conjunction with calling restrictions (outward and toll), an Allowed List is a list of numbers that the caller is allowed to dial, despite restrictions. For example, an Allowed List assigned to an outward-restricted extension can allow calls to specific local numbers, such as 911 or toll numbers. For toll-restricted extensions, an assigned Allowed List can allow calls to specific area codes and/or exchanges needed for daily tasks.
A Disallowed List is a list of local or toll numbers that the extension user is not allowed to dial, even if the extension is otherwise unrestricted. Disallowed Lists can be used as an alternative to, or in conjunction with, calling restrictions.
Both Allowed Lists and Disallowed Lists are assigned to individual extensions.
Disallowed Lists can also be used in conjunction with Remote Access to restrict calls made through the system from remote locations. In this case, Disallowed
Lists can be assigned to either specific remote access barrier codes or (if barrier codes are not used) to specific types of lines/trunks (all tie/Direct Inward Dialing
(DID) and all non-tie/non-DID trunks).
!
SECURITY l ALERT:
Do not assign any Allowed List to a remote access barrier code or to the default class of restriction (COR) for all tie or all non-tie trunks. When used in conjunction with toll and local restrictions applied to the barrier code or
COR, Allowed Lists do not work.
In Release 6.0 and later systems (Hybrid/PBX mode only), when a system’s trunks are used by callers on remote systems to make outside calls, the system manager assigns Disallowed Lists to the Remote Access default tie and/or non-tie class of restriction. When a call crosses from one system to another in a network, the receiving system treats the call as a remote access call without a barrier code and consults the Disallowed Lists, along with other Remote Access default tie and/or non-tie settings (excluding the barrier code requirement), to permit or forbid the call.
When a Disallowed List is assigned to a barrier code, the remote access user using that code cannot reach the specific numbers included in the list.
If barrier codes are not used for remote access, then Disallowed Lists for remote access users can be assigned to all tie/DID trunks and all non-tie/non-DID trunks.
A Night Service Emergency Allowed List can be programmed with up to 10 numbers that anyone can dial without having to enter a Night Service password.
For additional information, see “Night Service” on page 442
.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Allowed/Disallowed Lists
Issue 1
August 1998
Page 38
Star Codes and Allowed/Disallowed Lists 0
In some instances, after a person dials a star code (a star digit followed by a 2- or
3-digit number), the central office provides a second dial tone as a prompt for the dialer to enter more digits. Generally, this second dial tone is immediate. However, in cases when the second dial tone is delayed, calls can be misrouted or dishonest users may be able to circumvent communications system dialing restrictions.
In Release 3.1 and later systems, the system manager can enter the star digit (*) in Allowed List and Disallowed List entries. The communications system can also
be programmed with a delay period (see “Second Dial Tone Timer” on page 605
), during which no dialing is allowed while the central office dial tone returns. If dialing is attempted, the call is treated as though it had violated calling restrictions and is not completed.
The star codes that the system recognizes are as follows:
■ 2-digit codes: * (00–19, 40–99)
■ 3-digit codes: * (200–399)
Restrictions are reset after leading star codes. This means that any star codes that are not included in an Allowed or Disallowed List are not considered. The digits that follow the star code are then compared again to the lists. If a caller dials
, the Allowed/Disallowed List feature acts as though were dialed. In this case, star codes do not need to be placed in an Allowed or Disallowed List to restrict calls to specific exchanges or area codes.
The programmed delay is also activated when the rotary telephone equivalent of a star code is dialed (for example, ). Multiple leading star codes (such as
) are also handled by the system because the dialed number is checked against Allowed and Disallowed Lists after each star code is detected.
Following are examples of how to set table entries to achieve specific results:
■ Disallow calls preceded by , but allow all other calls: Enter as a
Disallowed List entry.
■
■
■
Disallow calls preceded by all star codes, but allow all other calls: Enter as a Disallowed List entry.
Disallow calls preceded by or , but allow all other calls: Enter as a Disallowed List entry, and enter as a separate entry.
Disallow calls preceded by , calls to 900 numbers and 411, but allow all other calls: Enter , , and as separate Disallowed List entries.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Allowed/Disallowed Lists
Issue 1
August 1998
Page 39
Following are examples of specific results that cannot be achieved through programming the system:
■
■
Disallow when dialing a specific exchange.
Disallow only when it is followed by .
Default Disallowed Lists 0
In Release 3.1 and later systems, the system is factory-set with a default
Disallowed List (List 7), which includes the following entries: 0, 10, 11, 1809,
1700, 1900, 976, 1 ppp 976, *, ( p =any digit). This list is automatically assigned to any port programmed as a Voice Messaging Interface (VMI) port.
!
SECURITY l ALERT:
The system manager should assign this list to any extension that does not need access to the numbers in the list. For Release 6.0 and later systems
(Hybrid/PBX mode only), it is recommended that the system manager assign Disallowed List 7 to the Remote Access default COR for tie and/or non-tie trunks.
Disallowed Lists and VMI Ports 0
In Release 3.1 and later systems, ports assigned as Generic VMI or Integrated
VMI are assigned the default Disallowed List.
!
SECURITY l ALERT:
If the system manager wants to allow access to the voice messaging system Outcalling feature, any entries in the default Disallowed List apply to
Outcalling calls. Any changes to the default Disallowed List entries and other restrictions must be considered carefully in order to minimize the potential for toll fraud.
If the system manager changes a port to a non-VMI port, the default Disallowed
List is not removed from the port. If the default Disallowed List should be removed, the system manager must remove it from the port through system programming.
Considerations and Constraints 0
A Disallowed List takes precedence over an Allowed List. If a telephone number is on both an Allowed List and a Disallowed List assigned to an individual extension, the caller cannot complete a call to that number.
If a zero (0) is programmed as the first digit of an Allowed List entry, any toll restriction assigned to an extension is removed for calls placed through a toll operator.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Allowed/Disallowed Lists
Issue 1
August 1998
Page 40
Individual Allowed and Disallowed Lists are numbered 0 through 7. Within each list, there are 10 entries, numbered 0 through 9.
The Pause character (entered by pressing the Hold button) can be used as a wild card character in Disallowed Lists, for example, to indicate that calls to a given exchange are restricted in every area code. The Pause character is shown on the planning form as p. Wild card characters are not permitted in Allowed List entries.
The Pause character does not act as a wild card for the character.
When used in conjunction with Remote Access, Allowed and Disallowed Lists are assigned to specific barrier codes or to types of lines/trunks: all tie/DID trunks, or all non-tie/DID trunks. Allowed and Disallowed Lists cannot be assigned to trunks on an individual basis.
When used with Automatic Route Selection (ARS), Allowed and Disallowed Lists are not applied until the caller dials the ARS code and a pool is selected.
Because restrictions imposed by a Disallowed List apply to the extension used to initiate a call to an outside number, a user with a restricted extension can circumvent restrictions by asking an operator with an unrestricted console to connect an outside call.
Feature Interactions 0
Auto Dial
Automatic Route
Selection
A user with a restricted extension cannot dial a restricted number (outside or toll) by using an Auto Dial button unless the number is on the Allowed
List for that extension. A user cannot dial an outside number by using an
Auto Dial button if the number is on a Disallowed List.
ARS checks Allowed and Disallowed Lists before choosing the route for a call. This prevents users with restricted extensions from dialing numbers that are not on an Allowed List. ARS also prevents a user from dialing numbers on a Disallowed List.
Calling Restrictions When used with calling restrictions, Allowed Lists can permit the dialing of specific numbers, such as emergency numbers, from an outward- or toll-restricted extension.
Conference A user with a restricted extension cannot add a participant (outside or toll) to a conference call unless the participant’s number is on the Allowed List for that extension.
Directories
A user cannot add an outside number to a conference call if the number is on a Disallowed List.
A user with a restricted extension cannot use the System Directory to dial a restricted number unless the System Speed Dial number is marked, or the number is on the Allowed List for that extension.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Allowed/Disallowed Lists
Forward and
Follow Me
HotLine
Night Service
Personal Lines
Recall/Timed Flash
Remote Access
Speed Dial
Issue 1
August 1998
Page 41
A user with a restricted extension cannot forward calls to a restricted
(outside or toll) number unless the number is on the Allowed List for that extension. If the number is on the Disallowed List for that extension, the call cannot be forwarded. When activating Remote Call Forwarding or
Centrex Transfer via Remote Call Forwarding (Release 6.0 and later systems), a user with a restricted extension does not hear an error tone; however, when a call is received, the Forward is denied.
Allowed and Disallowed Lists can be assigned to HotLine extensions
(Release 5.0 and later systems).
A Night Service Emergency Allowed List can be programmed with up to
10 numbers that any user can dial without having to enter the Night
Service password. For additional information, see “Night Service” on
page 442 .
A user with a restricted extension cannot dial a restricted number (outside or toll) on a personal line button unless the number is on the Allowed List for that extension. If the number is on a Disallowed List, the user cannot dial it.
If Recall is used on a personal line or Pool button—or, in Release 2.0 and later systems, on an SA or ICOM button—to access an outside loop-start line, the accessed line is kept, the user hears outside dial tone, and calling restrictions are reapplied.
In releases prior to 6.0, Disallowed Lists are assigned as items of the
COR for the Remote Access feature. When barrier codes are not used,
Disallowed Lists are assigned to lines/trunks systemwide. When barrier codes are used, Disallowed Lists are assigned to individual barrier codes.
Do not assign any Allowed List to a remote access barrier code or to the default COR for all tie and/or non-tie trunks. When used in conjunction with toll and local restrictions applied to the barrier code or COR, Allowed
Lists do not work.
Using a marked System Speed Dial number (the dialed number is suppressed from the display) to dial a number overrides the calling restrictions (such as toll or outward restrictions, or Allowed and
Disallowed Lists) assigned to that extension. When an unmarked System
Speed Dial or a Personal Speed Dial number is used to dial a restricted number, the call cannot be completed unless the number is on the
Allowed List for that extension.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Allowed/Disallowed Lists
Tandem Switching
Toll Type
UDP Features
Issue 1
August 1998
Page 42
In Release 6.0 and later systems (Hybrid/PBX mode only), when a system’s lines/trunks are used by callers on remote systems to make outside and intersystem calls, the system manager helps to prevent toll fraud by assigning a Disallowed List to the Remote Access default COR for tie and/or non-tie trunks. (The factory setting of Disallowed List 7 is recommended.) When a call is routed from one system to another in a network, the receiving system treats the call as a remote access call without a barrier code and consults these lists in order to permit or forbid the call. A Disallowed List can be used in this way to restrict calls that originate from other systems in the network. Do not assign Allowed Lists to the Remote Access default COR.
When lines/trunks with different toll types are connected to the system (for example, basic lines/trunks and PRI facilities), a toll prefix ( or ) may be required for toll calls on some lines/trunks but not on others. In this case, two Disallowed List entries are required to restrict users from dialing specific area codes and/or telephone numbers. For example, to restrict users from dialing calls in the 505 area code on both toll types, one entry must be and the other entry must be . When the Disallowed List is assigned to an extension, the entry restricts users from making calls to the 505 area code on lines/trunks that do not require a toll prefix, and the entry restricts users from making calls (including local calls) to the 505 area code on lines/trunks that do require a toll prefix. The same rules apply to Allowed Lists.
Allowed and Disallowed lists are not used to restrict UDP calls.
For Release 6.0 and later systems (Hybrid/PBX mode only), Allowed and
Disallowed Lists assigned to extensions are not used to restrict UDP calls.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Authorization Code
Authorization Code
0
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Code
Feature Code
MLX Display Label
System Programming
Maximums
Number of Digits in
Authorization Code
Factory Settings
SMDR Report
Authorization codes
Issue 1
August 1998
Page 43
0
Telephone users, data users
Extension Information, Authorization Code Information,
SMDR
All
All (touch-tone telephones except QCC)
$XWK&RGH>$XWK@
●
Assign or remove Authorization Code for an extension:
([WHQVLRQ
→
More
→
$XWK&RGH
→
(QWHU
●
Assign home extension in SMDR Report:
2SWLRQV
→
60'5
→
$XWK&RGH
→
+RPH([WHQVLRQ1XPEHU
●
Assign actual authorization code in SMDR Report:
2SWLRQV
→
60'5
→
$XWK&RGH
→
$XWKRUL]DWLRQ&RGH
●
To print a report on all authorization codes on a system:
More
→
3ULQW
→
$XWK&RGH
11 (range 2–11) (digits 0–9, )
Home Extension Number
Not assigned to any extensions
Description 0
The Authorization Code feature allows you to pick up someone else’s telephone, enter your authorization code, and complete a call with the restrictions that apply to your own telephone ( home extension ). This includes toll restrictions, outward restriction, Facility Restriction Level (FRL), Allowed Lists, Disallowed Lists,
Forced Account Code Entry, Night Service Exclusion List, and dial access to pools. All other functions on the telephone are those of the extension you are using, not your home extension. For Release 6.0 and later systems (Hybrid/PBX mode only), the Authorization code feature allows you to use your home extension
FRL when placing private network calls.
Each entry of an authorization code provides restriction privileges for a single phone call. If you put the first call on hold and start to make an outside call, the
Authorization Code button’s green LED goes off. If you wish to make another call, you must reactivate the Authorization Code feature in order to obtain the restriction privileges of the home extension. Authorization codes can also be used for call control and call accounting through the SMDR printout. SMDR may be
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Authorization Code
Issue 1
August 1998
Page 44 programmed so that when no account code is entered, either the home extension number or the authorization code is recorded in the ACCOUNT field. The factory setting lists the home extension number in the ACCOUNT field.
An authorization code can range from 2 to 11 characters and must be unique across the system. However, more than one user can use an authorization code simultaneously. Authorization codes do not have a set, systemwide length.
Through system programming, the system manager can assign one authorization code for each extension. One Authorization Code button can be programmed on any MLX or analog multiline telephone (except QCCs). A button with an LED is recommended.
If a user does not have a physical telephone, a phantom extension may be programmed as a home extension to allow the user to use restricted telephones and for call control and accounting purposes.
The Authorization Code feature can be activated by modems, fax machines, and other devices that can dial or enter and then the authorization code followed by a .
In Release 6.0 and later systems, forwarding features, including Centrex Transfer via Remote Call Forwarding but excluding Follow Me, can be activated or deactivated at a telephone on the system by entering the authorization code for the extension in the same system from which calls are to be forwarded. This is useful for changing forwarding operations at phantom extensions and at singleline telephone extensions when a Pause is needed in the dialing sequence. (You cannot enter a Pause at a single-line telephone.) The user enters the authorization code, then activates or deactivates the forwarding feature in the normal fashion. The activation or deactivation sequence must be completed within
15 seconds of entering the authorization code. Otherwise, it is necessary to start over. No other feature can be used by entering an authorization code in this fashion.
Activating an Authorization Code 0
You can pick up any telephone (except a QCC) in the system and use an authorization code. You obtain home extension calling privileges by entering your home extension’s authorization code. Do this in one of the following ways:
■
■
■
■
Press a programmed Authorization Code button, and then enter the assigned authorization code.
Press the Feature button on an MLX display telephone, and then select
$XWK&RGH .
Press the Feature button on an MLX telephone or analog multiline telephone, and dial .
Press while off hook on an SA/ICOM button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Authorization Code
Issue 1
August 1998
Page 45
If you activate the feature while on hook, the feature selects an SA/ICOM button and turns on the speakerphone, if present.
After you activate the feature, the green LED (if present) next to a programmed
Authorization Code button starts to flash slowly to indicate that you may enter the code’s digits. An MLX display telephone shows $XWK
, and an analog multiline display telephone shows $XWK" .
Entering an Authorization Code 0
While you enter the assigned authorization code, you hear inside dial tone. If you do not enter the code within 15 seconds, the feature is deactivated.
If a telephone with a display is used, the display shows asterisks instead of the entered digits.
To complete entry of the authorization code, either press a programmed
Authorization Code button again or dial a to signify the end of the code. If the entered authorization code matches an assigned code, you continue to hear inside dial tone and can start dialing the telephone number.
The green LED associated with a programmed Authorization Code button becomes steady to indicate that an authorization code has been successfully entered. The LED remains steady as long as the Authorization Code feature remains active.
If the authorization code is not valid, you hear an error tone (a high tone followed by a low tone). The green LED associated with a programmed Authorization Code button goes off to indicate that the Authorization Code feature is not active. An
MLX display telephone shows the message $XWK&RGH1RW9DOLG , and an analog multiline display telephone shows the message (UURU .
Deactivating an Authorization Code 0
Each entry of an authorization code is good for only one phone call. After completing a call, the current extension loses home extension privileges. It also loses privileges for subsequent calls after putting a call on hold or after initiating
Recall, Headset Hang Up, or Park features. If a far-end disconnect is not received from the central office, you must hang up or select another outside line to deactivate the Authorization Code feature.
After the feature is deactivated, the green LED next to the Authorization Code button (if present) turns off.
Considerations and Constraints 0
An authorization code can be entered only while hearing inside dial tone.
Incoming calls are not affected by an authorization code.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Authorization Code
Issue 1
August 1998
Page 46
There is no limit to the number of users who can use the same authorization code simultaneously.
Authorization codes cannot contain a or begin with a .
HotLine extensions cannot use authorization codes.
An authorization code must be no shorter than 2 and no longer than 11 digits.
An authorization code must be unique across the system.
In Release 6.0 and later systems, forwarding features (excluding Follow Me) can be activated or deactivated at a system extension by entering the authorization code for the extension in the same system from which calls are to be forwarded.
The user enters the authorization code, then activates or deactivates the forwarding feature. The activation or deactivation sequence must be completed within 15 seconds of entering the authorization code. Otherwise, it is necessary to start over. No other feature can be used by entering an authorization code in this fashion.
Telephone Differences 0
Queued Call Console 0
The Authorization Code feature cannot be activated on a QCC.
Analog Multiline Telephones 0
At an analog multiline telephone connected to a General Purpose Adapter set for
Auto operation, you must lift the handset before activating Authorization Code. Do not use the Spkrphone button.
Single-Line Telephones 0
On single-line telephones, entry of an authorization code is activated by dialing
. The entry is completed by dialing . Single-line telephones must have touch-tone dialing and must be programmed through Idle Line Preference (using centralized telephone programming) to select an SA/ICOM button when the user picks up the handset or activates the speakerphone.
On a single-line telephone, an authorization code must be entered before accessing an outside line.
Single-line telephone users cannot enter authorization codes by using a System
Speed Dial or Personal Speed Dial code because these features are activated by dialing . Pressing completes the entry of an authorization code. Therefore, it cannot also be used to activate speed dial features.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Authorization Code
Issue 1
August 1998
Page 47
Feature Interactions 0
Account Code Entry If an account code is not entered, the ACCOUNT field of the SMDR printout contains the authorization code or the home extension used to obtain restriction privileges. If an account code is entered at any time during a call, the account code is stored in the SMDR record.
If the extension used to make a call is assigned Forced Account Code
Entry, the caller is not forced to enter the account code while using the
Authorization Code feature.
Automatic Route
Selection
Conference
Digital Data Calls
If the home extension is assigned Forced Account Code Entry, the caller must enter an account code before entering an authorization code.
An authorization code must be entered before dialing the ARS access code.
Enter an authorization code before each outside call for a conference.
You may enter different authorization codes for different outside calls, which is useful if different privileges are needed for different outside calls.
Data calls can use authorization calls. If Account Code Entry is also used, the authorization code must be entered after the account code.
Headset Options
Forward and
Follow Me
Hold
Last Number Dial
Night Service
Park
Authorization codes can be used by video systems that allow the use of # for feature codes.
Pressing the Headset Hang Up button deactivates the Authorization Code feature.
In Release 6.0 and later Key or Hybrid/PBX mode systems, forwarding features, including Centrex Transfer via Remote Call Forwarding but excluding Follow Me, can be activated or deactivated at an extension on the system by entering the authorization code for the extension on the same system from which calls are to be forwarded. The user enters the authorization code, then activates or deactivates the feature in the normal fashion. This is especially useful for a single-line telephone user who must include a Pause character in a Remote Call Forwarding dialing sequence, because the character cannot be dialed at a single-line telephone. It is also useful when forwarding options must be changed for a phantom extension.
Initiating hold after entering an authorization code deactivates the
Authorization Code feature for subsequent calls.
For security reasons, an authorization code is not saved by the Last
Number Dial feature.
Authorization Code does not affect Last Number Dial on the extension you are using or on your home extension. You can retrieve the last number dialed on the phone you are using.
An authorization code can be used when Night Service is activated.
Initiating Park after entering an authorization code deactivates the
Authorization Code feature. An authorization code does not need to be entered to pick up a parked call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Authorization Code
Issue 1
August 1998
Page 48
Remote Access A caller cannot enter an authorization code on a remote access call.
Saved Number Dial For security, the authorization code is not saved by the Saved Number
Dial feature.
SMDR
Authorization Code does not affect Saved Number Dial on the extension you are using or your home extension. You can retrieve the saved number on the phone you are using.
Outgoing calls made using an authorization code are recorded in the
SMDR record.
Speed Dial
System
Renumbering
Transfer
UDP Features
If an account code is not entered, the ACCOUNT field of the SMDR printout contains the authorization code used to obtain either restriction privileges or the home extension number. If an account code is entered at any time during a call, the account code is stored in the SMDR record instead.
Users cannot enter authorization codes by using a System Speed Dial or
Personal Speed Dial code because these features are activated by dialing . Pressing completes the entry of an authorization code and cannot also be used to activate speed dial features.
If extensions are renumbered, authorization codes remain with the logical
IDs where they were originally assigned. System Renumbering also removes all phantom extensions and their authorization codes.
If a user wants to transfer a call to an outside number, the authorization code must be entered at the beginning of the transfer to obtain home extension privileges. In this case, one-touch Transfer does not work.
For Release 6.0 and later systems (Hybrid/PBX mode only), you can enter your own authorization code and complete a private network call with the FRL assigned to your home extension.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Auto Answer All
Auto Answer All
0
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Code
MLX Display Label
Hardware
Issue 1
August 1998
Page 49
0
Telephone users, DLC operators, data users
Extension Information
All
Analog multiline
$XWR$QV$OO (in centralized telephone programming)
General Purpose Adapter (GPA) needed to connect answering device to analog multiline telephone; 502C headset adapter needed for headset options.
Description 0
Auto Answer All is used on analog multiline telephones only (including analog
DLCs with a modem, answering machine, or other answering device connected through a GPA) to answer both inside and outside calls when the user is not available.
To activate Auto Answer All, slide the switch on the GPA to Auto, and press the
Auto Answer All button. The green LED next to the button turns on, and incoming calls are answered automatically.
To deactivate the feature, either slide the switch on the GPA to Basic or press the
Auto Answer All button. If the button is pressed to deactivate the feature, the green LED next to the button turns off. In either case, the telephone returns to normal operation.
Auto Answer All can also be used with a headset adapter to allow an analog multiline telephone user or analog DLC operator with a headset to be connected automatically to ringing calls. A tone heard through the headset signals an incoming call.
A programmed button activates and deactivates Auto Answer All. Select the lines to be answered by the device by programming Immediate Ring or Delay Ring as the ringing option. Lines that are not to be answered should be programmed as
No Ring.
Considerations and Constraints 0
When Auto Answer All is used, all voice announcements (including Voice
Announce to Busy) should be disabled because the device connected to the GPA cannot answer voice-announced calls.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Auto Answer All
Issue 1
August 1998
Page 50
Auto Answer All cannot be used with a Hands-Free Unit (HFU).
Occasionally a second alert (or zip) tone may sound on incoming or intercom calls. This is normal.
Auto Answer All should be used instead of Auto Answer Intercom to allow an answering device to answer intercom calls. Auto Answer Intercom can cause intercom calls to be dropped.
Telephone Differences 0
Queued Call Consoles
Auto Answer All cannot be used on a QCC.
0
Other Multiline Telephones 0
Auto Answer All cannot be used on MLX telephones, cordless telephones, or wireless telephones.
Single-Line Telephones 0
Auto Answer All cannot be used on single-line telephones. This includes single-line telephones with speakerphones.
Some single-line telephones (such as the 8110) have their own telephone-based
Auto Answer feature, which can be used with a Release 4.0 or later MERLIN
LEGEND Communications System.
Feature Interactions
Auto Answer
Intercom
Auto Dial
Coverage
Forward and
Follow Me
0
Both Auto Answer All and Auto Answer Intercom can be programmed on the same extension, but they cannot be used at the same time. Auto
Answer Intercom should not be used with answering devices.
At an analog multiline telephone with a GPA connected and set for Auto operation, you must lift the handset before pressing an Auto Dial button.
Do not use the Spkrphone button.
Auto Answer All is used when a receiver with an analog multiline telephone wants Individual or Group Coverage calls to be answered by an answering machine connected to the extension.
An answering device connected to an analog multiline telephone can answer forwarded calls when Auto Answer All is activated.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Auto Answer All
Group Calling
Ringing Options
Service Observing
System Access/
Intercom Buttons
Voice Announce
Issue 1
August 1998
Page 51
Members in a calling group with analog multiline telephones can use Auto
Answer All when answering machines are connected to their extensions.
When the feature is activated, all incoming calls ringing on the calling group member’s extension—both calls for the calling group and calls to the member’s own extension—are answered automatically by the answering machine.
An analog multiline telephone user selects the lines to be answered by programming them for Immediate or Delay Ring and selects the lines not to be answered by programming them for No Ring. If the device is to answer only inside calls, all personal lines (outside lines assigned to buttons on the telephone) must be programmed for No Ring.
In Release 6.1 and later systems calls answered by using Auto Answer
All can be observed.
When Auto Answer All is activated, all calls received at an SA Ring,
ICOM Ring, SA Voice, or ICOM Voice button can be answered automatically by the device connected to the GPA. If Shared SA buttons are assigned, only the principal extension should be programmed for
Immediate Ring to prevent the call from being answered at the principal extension and at extensions with the Shared SA button.
Voice-announced calls received at an analog multiline telephone are not answered by a device connected through a GPA because ringing current is not sent to the device.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Auto Answer Intercom
Auto Answer Intercom
0
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Code
MLX Display Label
Hardware
Issue 1
August 1998
Page 52
0
Telephone users, operators
Extension Information
All
Analog multiline
$XWR$QV,FRP (in centralized telephone programming)
Hands-Free Unit (HFU) is used to answer inside calls.
Description 0
Some older models of analog multiline telephones do not have built-in speakerphones. People with these telephones can still answer inside calls without lifting the handset by using Auto Answer Intercom with an optional Hands-Free
Unit (HFU).
NOTE:
MLX telephone users can automatically answer calls on their speakerphones if the Hands-Free Answer on Intercom button (HFAI) is activated.
To activate Auto Answer Intercom, press the Auto Answer Intercom button. The green LED next to the button turns on. The HFU turns on automatically when an inside call is received.
To deactivate the feature, press the Auto Answer Intercom button again. The green LED turns off, and the HFU does not automatically turn on when an intercom call is received.
Considerations and Constraints 0
Auto Answer All should be used instead of Auto Answer Intercom to allow an answering device to answer intercom calls. Auto Answer Intercom can cause intercom calls to be dropped.
When Auto Answer Intercom is activated in Hybrid/PBX mode and a call is received on an SA button, the HFU turns on, even if the button is programmed for
Delay Ring or No Ring.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Auto Answer Intercom
Issue 1
August 1998
Page 53
Mode Differences 0
When Auto Answer Intercom is activated in Hybrid/PBX mode and a call is received on an SA button, the HFU turns on, even if the button is programmed for
Delay Ring or No Ring.
Telephone Differences 0
Queued Call Consoles 0
Auto Answer Intercom cannot be used on a QCC.
Other Multiline Telephones 0
Auto Answer Intercom cannot be used on MLX telephones, cordless telephones, or wireless telephones.
Single-Line Telephones 0
Auto Answer Intercom cannot be used on single-line telephones, whether or not they have speakerphones.
Some single-line telephones (such as the 8110) have their own telephone-based
Auto Answer feature, which can be used with a Release 4.0 or later MERLIN
LEGEND Communications System.
Feature Interactions 0
Auto Answer All
Coverage
Both Auto Answer All and Auto Answer Intercom can be programmed on the same telephone, but they cannot be used at the same time.
Auto Answer Intercom does not allow a receiver with an analog multiline telephone to use an HFU to answer calls received on a Primary Cover,
Secondary Cover, or Group Cover button.
Primary Rate Interface and T1
Incoming calls on a line that is a member of a B-channel group programmed for routing by dial plan cannot be answered by HFAI.
Service Observing In Release 6.1 and later systems calls answered by using Auto Answer
Intercom can be observed. Calls answered by using HFAI can be observed.
System Access/
Intercom Buttons
UDP Features
When Auto Answer Intercom is activated, the Hands-Free Unit (HFU) answers inside calls received on an SA button. The HFU does not answer calls on a Shared SA button.
In Release 6.0 and later systems (Hybrid/PBX mode only), Auto Answer
Intercom and HFAI do not work for private network calls.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Auto Dial
Auto Dial
0
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
Inside
Outside
MLX Display Labels
Maximums
0
Telephone users, DLC operators, data users
Extension Information
All
All except QCC and single-line telephones
+
+ ext. no.
number
$XWR'LDO,QVLGH
$XWR'LDO2XWVLGH
[ $XWR',Q ]
[ $XWR'2XW ]
28 digits, including special characters
Issue 1
August 1998
Page 54
!
CAUTION:
Before testing emergency numbers, call the regular number for the organization(s) the emergency number reaches. Find out the correct procedure for testing an emergency number without disrupting emergency operations.
Description 0
Use Auto Dial buttons for one-touch dialing of frequently called telephone numbers. You can program two types of Auto Dial buttons:
■
Inside Auto Dial. This button automatically dials any extension or group extension in the system such as a co-worker, calling group, fax machine, or voice mail system. An operator can also program inside Auto Dial buttons for park zone extension numbers.
■
When an inside Auto Dial button is programmed, the user can see the status of the extension associated with the button; the green LED next to the button is on when a person at the extension is on a call, when Do Not
Disturb is on, or when the extension is forced idle for centralized telephone programming or system programming.
Outside Auto Dial. This button automatically dials frequently called telephone numbers, as well as account codes, long-distance company access codes, bank access codes, or emergency contact numbers.
Considerations and Constraints 0
When an Auto Dial button is used to make a call, the green LED next to the button does not turn on.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Auto Dial
Issue 1
August 1998
Page 55
Only company extension numbers should be programmed on inside Auto Dial buttons. Account codes, long-distance company access codes, and outside telephone numbers should be programmed on outside Auto Dial buttons.
If a user tries to program an incomplete extension number on an inside Auto Dial button, the system provides an error tone and the button remains as programmed.
If numbers are dialed incorrectly by outside Auto Dial, it is possible that the digits are being dialed before a central office dial tone is received. In this case, a Pause character should be programmed as the first digit of the dialed number in Key mode or as the digit after the dial-out code in Hybrid/PBX mode.
Inside Auto Dial does not work across a private network. Use Outside Auto Dial for calls that travel across the private network.
To enter special characters in a telephone number programmed on an outside
Auto Dial button, use Conf for the Flash character, Drop for the Stop character, and Hold for the Pause character (see Table 1 ). These special characters cannot be programmed on inside Auto Dial buttons. If the Stop character is the last character in the number, it has no effect on how the Auto Dial button functions.
Table 1. Special Characters for Outside Auto Dial
Press See
*
Drop
† V
Hold
Conf
##
#
†
S
I
Means
Stop. Halts dialing within a sequence of automatically dialed numbers. For example, an outside Auto Dial button may be programmed with a password and a Stop, followed by a telephone number. To use Auto Dial with a Stop in the sequence, press the button to dial the password, listen for the dialing and connection, and press the button again to dial the telephone number.
Pause. Inserts a 1.5-second pause in the dialing sequence. Multiple consecutive pauses are allowed.
Flash. Sends a switchhook flash. Must be the first entry in the dialing sequence.
End of Dialing (for extension programming only). Use at the end of a dialing sequence to indicate that you have finished dialing or to separate one group of dialed digits from another, such as account code and number dialed.
End of Dialing. Use at the end of a dialing sequence to indicate that you have finished dialing or to separate one group of dialed digits from another.
*
†
Display phones only
Not available on MLC-5 cordless telephones
In Release 2.1 and later systems, when a call is forwarded to a multiline telephone that has an inside Auto Dial button programmed for the forwarding telephone, the green LED next to the Auto Dial button does not flash.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Auto Dial
Mode Differences 1
Issue 1
August 1998
Page 56
Hybrid/PBX Mode 1
In Hybrid/PBX mode, the system automatically turns on the speakerphone and selects an SA button when you press an inside or outside Auto Dial button before lifting the handset.
Key Mode 1
In Key mode, the system automatically turns on the speakerphone and selects an outside line button when you press an outside Auto Dial button without lifting the handset. When you press an inside Auto Dial button without lifting the handset, the system automatically turns on the speakerphone and selects an ICOM button.
Behind Switch Mode 1
In Behind Switch mode, the system automatically selects the prime line button and turns on the speakerphone whenever the user presses an outside Auto Dial button. If the Automatic Line Selection sequence has been changed to select the
ICOM button, press the prime line or outside line button before pressing an outside Auto Dial button. Pressing an inside Auto Dial button without lifting the handset turns on the speakerphone; the system automatically selects an ICOM button but not an outside line.
Telephone Differences 1
Direct-Line Consoles 1
Inside Auto Dial can be programmed onto available buttons on a DLC. Use the buttons to transfer a call, make an inside call, or determine availability of the extension.
Queued Call Consoles 1
Use the Personal or System Directory instead of outside Auto Dial buttons, which cannot be programmed on the QCC. The Extension Directory or Direct Station
Selector (DSS) buttons can be used instead of inside Auto Dial buttons.
Other Multiline Telephones 1
All multiline telephone users can program and use Auto Dial buttons. When using an MLX-20L telephone, use Personal Directory in place of Auto Dial. On an MLX display telephone, select the feature from the display to program it.
At an analog multiline telephone connected to a GPA set for Auto operation, you must lift the handset before pressing an Auto Dial button. Do not use the
Spkrphone button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Auto Dial
Single-Line Telephones 1
Single-line telephone users cannot program Auto Dial buttons.
Issue 1
August 1998
Page 57
Feature Interactions 1
Account Code Entry You can program frequently used account code numbers onto outside
Auto Dial buttons.
Allowed/
Disallowed Lists
A user with a restricted extension cannot dial a restricted number
(outward or toll) using an Auto Dial button unless the number is on the
Allowed List for that extension.
Automatic Route
Selection
Conference
Digital Data Calls
Display
Do Not Disturb
Forward and
Follow Me
Group Calling
Headset Options
Hold
You cannot dial an outside number using an Auto Dial button when the number is on a Disallowed List assigned to the extension.
You cannot program ARS dial-out codes on inside Auto Dial buttons. You can program an ARS dial-out code on an outside Auto Dial button.
Press the Conf button to enter the Flash special character in a telephone number programmed on an outside Auto Dial button. Press the Drop button to enter the Stop special character in a telephone number dialing sequence programmed on an outside Auto Dial button.
A terminal adapter can make a call using an Auto Dial button by dialing the virtual number of the Auto Dial button (for example, ). A video system that supports the use of # for entering feature codes can use Auto
Dial in the same fashion.
When you press a programmed Auto Dial button, the digits appear on the display as if you were dialing them from the dialpad, and the number is automatically dialed. An MLX telephone user can select $XWR'LDO from the display only during programming.
When you activate Do Not Disturb, the green LED turns on next to all inside Auto Dial buttons programmed at your extension.
When a call is forwarded to a multiline telephone that has an Auto Dial button programmed for the forwarding telephone, the green LED next to the Auto Dial button does not flash.
An Auto Dial button cannot be used to dial digits for any type of Remote
Call Forwarding.
The Calls-in-Queue Alarm button for a calling group is assigned on a multiline telephone by programming an inside Auto Dial button with the calling group’s extension number. When a DSS is not available, the group supervisor uses Auto Dial buttons programmed with each calling group member’s extension to monitor group member availability.
If headset operation is activated on the telephone or console, select a line button before using Auto Dial to dial an extension or an outside number.
The Hold button is used to enter the Pause special character in a telephone number programmed on an Auto Dial button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Auto Dial
Issue 1
August 1998
Page 58
Last Number Dial A number you dial by pressing a programmed outside Auto Dial button is saved for Last Number Dial as if you dialed it with the dialpad, but special characters do not work. An extension dialed when you press a programmed inside Auto Dial button is not saved for Last Number Dial.
Microphone Disable When an MLX telephone user’s microphone is disabled, pressing an Auto
Dial button turns on the speakerphone so the user can hear the number being dialed. However, the user must lift the handset to talk once the call is answered.
Paging You can program an extension for a speakerphone paging group on an inside Auto Dial button.
Park
Personal Lines
Pools
An operator can program park zone codes on inside Auto Dial buttons. An inside Auto Dial button can also be programmed with a user’s or system operator’s own extension number and can be used to park calls. When the system is programmed for one-touch Hold with manual completion, you hear a busy signal when parking a call at your own extension number and must complete the transfer by hanging up or pressing the Transfer button.
Only an outside Auto Dial button—not an inside one—can be used on a personal line.
Pool dial-out codes cannot be programmed on inside Auto Dial buttons. A pool dial-out code can be programmed on an outside Auto Dial button when a telephone number is also included.
Recall/Timed Flash The Conf button is used to enter the Flash special character, which simulates pressing the Recall button, in a telephone number dialing sequence programmed on an Auto Dial button.
If Recall is used during an inside call made on an Auto Dial button, the call is disconnected and the user hears inside dial tone.
Saved Number Dial A number you dial by pressing a programmed outside Auto Dial button can be saved for Saved Number Dial by pressing the programmed Saved
Number Dial button.
Service Observing In Release 6.1 and later systems Service Observers can use Inside Auto
Dial and DSS buttons to select extensions they want to observe.
If an observed extension uses one-touch Transfer (automatic or manual), the observer is removed from the call when the call is placed on Hold for the transfer. If an observed extension uses one-Touch hold, the observer is removed from the call; however, the Service Observing session is still enabled. If the Service Observer tries to use one-touch Transfer or Hold while observing an extension, nothing happens.
If a Service Observer has Auto Dial buttons programmed for extensions in its Service Observing group, an incoming call that can be observed lights the green LED next to the Auto Dial button. However, the green LED is not a guarantee that an observable call has arrived; it may simply mean the extension has activated Do Not Disturb.
Calls made by using Auto Dial Outside can be observed.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Auto Dial
Signal/Notify
SMDR
System Access/
Intercom Buttons
Transfer
UDP Features
Issue 1
August 1998
Page 59
You cannot program a Signal button and an Auto Dial button for the same extension. Attempting to program both types of buttons for one extension causes the system to erase the button that has been programmed first.
All numbers dialed on an outside call using Auto Dial are recorded on the
SMDR report.
When you press an inside Auto Dial button, the system automatically selects an SA or ICOM button and turns on the speakerphone. When you press an outside Auto Dial button, the system automatically selects an outside line button in Key mode, a prime line button in Behind Switch mode, or an SA button in Hybrid/PBX mode.
To transfer calls, you can press inside Auto Dial buttons instead of dialing extension numbers. To use the one-touch Transfer option, you must program inside Auto Dial buttons for extensions to which you transfer calls. When an operator transfers a call and it returns unanswered, the green LED next to the Auto Dial button flashes to indicate the extension from which the call is returning. Only system operators receive this indication.
In Release 6.0 and later systems (Hybrid/PBX mode only), non-local extension numbers can be programmed on outside Auto Dial buttons but not on inside Auto Dial buttons.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Line Selection and Ringing/Idle Line Preference
Automatic Line Selection and
Ringing/Idle Line Preference
1
Issue 1
August 1998
Page 60
At a Glance 1
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
Ringing/Idle Line
Preference
On
Off
ALS sequence
Telephone users, operators, data users
Extension Information
All
All
Begin button sequence
End button sequence
MLX Display Labels
(centralized telephone programming only for single-line telephones)
/LQH3UHIHU
$XWR/LQH6HO
[ /Q3UI ]
(centralized telephone programming only)
Maximums
Buttons for each extension in ALS sequence
Factory Settings
Ringing/Idle Line
Preference
ALS Sequence by Mode
MLX Telephone
Analog Multiline
Telephones
Single-Line Telephones
Direct-Line Consoles
Queued Call Consoles
8
On
Hybrid/PBX
3 SA
3 SA
3 SA
2 SA +
6 personal lines
5 Call (fixed)
Key
8 personal lines
8 personal lines
Behind Switch
1 prime line
1 prime line
2 ICOM 1 prime line
8 personal lines 1 prime line +
7 personal lines
Description 1
Automatic Line Selection (ALS) and Ringing/Idle Line Preference are two closely related features. Ringing/Idle Line Preference directs the system to automatically select a specific line button for making or answering a call, while ALS specifies the order in which buttons are selected.
Ringing/Idle Line Preference 1
Ringing/Idle Line Preference is a single option that controls two aspects of an extension’s behavior: selection of a line when a call arrives and selection of a line when a user hangs up. Turn this option on or off for each extension through either
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Line Selection and Ringing/Idle Line Preference
Issue 1
August 1998
Page 61 extension programming or centralized telephone programming, using the display or programming codes. When Ringing/Idle Line Preference is on for an extension, the system selects a line button automatically, as follows:
■ Ringing Line Preference. Selects a ringing outside line, SA button or
ICOM button, or Cover button; that is, the red LED turns on next to the button with the ringing call. If you lift the handset or press the Speaker button, you are automatically connected to the ringing call.
■
The button must be programmed for Immediate Ring or Delay Ring. The red LED next to a button programmed for No Ring does not turn on unless
you press that button to select that line. See “Ringing Options” on page 593
for additional information.
Idle Line Preference. Selects an available outside line, SA, or ICOM button for an outgoing call. If you lift the handset or press the Speaker button when no call is ringing, the red LED turns on next to an available line button, and you are automatically connected to that line.
The factory setting for Ringing/Idle Line Preference is “On” for all extensions. If
Ringing/Idle Line Preference is turned off for an extension, no line button at that extension is ever selected automatically. The red LED is never on until you press the line button with a ringing call (flashing green LED) or an available line button
(green LED off) to make a call.
Automatic Line Selection 1
When Ringing/Idle Line Preference is turned on at an extension, the system uses the programmed ALS sequence to select an idle SA or ICOM button or outside line button for originating a call. When you lift the handset or press the Speaker button without selecting a line button, the red LED next to the first button in the programmed sequence turns on, and you are connected to that line. If the first line is busy, the system selects the second button in the sequence, and so on.
For example, if you normally make toll calls, a WATS line assigned to the extension can be programmed as the first line in the sequence, and local lines as the second, third, and so on. When you lift the handset or press the Speaker button, the WATS line, if available, is selected automatically.
On a multiline telephone, override ALS by pressing the desired line button before you lift the handset or press Speaker. The red LED next to the button goes on.
Up to eight line buttons (except on single-line telephones) can be programmed in the ALS sequence for an extension, either through centralized telephone programming or through extension programming, using programming codes only.
NOTE:
Your current Automatic Line Selection table is deleted immediately after you press . There is no way to cancel the operation. You must program new selections and then press to end the operation.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Line Selection and Ringing/Idle Line Preference
Issue 1
August 1998
Page 62
Table 2.
Table 2 shows the factory-set ALS sequence for each kind of telephone according to operating mode. When Ringing/Idle Line Preference is on, buttons are selected in the order shown. For multiline telephones, including operator consoles, the factory-set sequence begins with the lower left button, moves up in the first column of buttons, then moves to the bottom of the next column on the right, and finally moves up until the maximum of eight buttons is included in the sequence.
When outside line buttons are part of the sequence, they are selected in numeric order (by default, 801, 802,…), up to the maximum number of lines shown.
Factory-Set Automatic Line Selection Sequence
Telephone
Multiline (MLX or Analog)
Hybrid/PBX
3.
SA O
2.
SA V
1.
SA R
Mode
3. Line 3
2. Line 2
1. Line 1
2.
ICOM R
1.
ICOM R
Key
8. Line 8
7. Line 7
6. Line 6
5. Line 5
4. Line 4
Single-Line
Direct-Line
Consoles
(MLX or
Analog)
Queued Call
Console
3.
SA O
2.
SA R
1.
SA R
5. Line 3
4. Line 2
3. Line 1
2.
SA V
1.
SA R
5.
Call 5
4.
Call 4
3.
Call 3
2.
Call 2
1.
Call 1
8. Line 6
7. Line 5
6. Line 4
3. Line 3
2. Line 2
1. Line 1
SA R, ICOM R = SA Ring, ICOM Ring
SA V, ICOM V = SA Voice, ICOM Voice
SA 0, ICOM 0 = SA Originate Only, ICOM Originate Only
8. Line 8
7. Line 7
6. Line 6
5. Line 5
4. Line 4
Behind Switch
1. Prime line
1. Prime line
3. Line 3
2. Line 2
1. Prime line
8. Line 8
7. Line 7
6. Line 6
5. Line 5
4. Line 4
Considerations and Constraints 2
Outside line buttons and SA or ICOM buttons can be included in the ALS sequence. However, inside and outside lines should not be interleaved. A typical sequence would consist of all desired SA or ICOM buttons, followed by all desired outside line buttons.
When personal line or Pool buttons are assigned to a single-line telephone or other tip/ring device (such as a fax machine) connected to a 012 module, a 016 module, or a Multi-Function Module (MFM), the buttons are automatically added to the ALS sequence.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Line Selection and Ringing/Idle Line Preference
Issue 1
August 1998
Page 63
When a user or system manager enters ALS programming, the system clears the current ALS sequence for the extension. If the person programming the extension exits without selecting any buttons, the extension has no ALS sequence. The effect is as if Idle Line Preference is turned off: no line is selected automatically when the user lifts the handset to place a call.
Mode Differences 2
Hybrid/PBX Mode 2
The factory-set ALS sequence for multiline and single-line telephones includes only SA buttons. Make outside calls by dialing the main pool dial-out code
(usually ) or ARS code (usually ).
In Release 3.0 and earlier systems, the factory setting gives users access to pools. In Release 3.1 and later systems, the factory setting restricts access to pools or to ARS. In order for a user to access the main pool, the system manager must use system programming to remove the restriction for the specific extension.
Key Mode 2
The factory-set ALS sequence for multiline telephones (including DLCs) includes only personal line buttons. Users can make inside calls by pressing an available
ICOM button before dialing.
The factory-set ALS sequence for single-line telephones includes only ICOM buttons. Users can make outside calls by dialing the Idle Line Access code
(usually ).
Behind Switch Mode 2
The factory-set ALS sequence includes only the prime line. The sequence can be changed to an ICOM line followed by the prime line or outside lines. This allows a single-line telephone user to use system features and to select the prime line and/or outside lines by dialing the Idle Line Access code (usually ).
Telephone Differences 2
Queued Call Consoles 2
The ALS sequence on a QCC starts at the lowest Call button and moves upward, and Ringing/Idle Line Preference is on. Neither can be changed.
Other Multiline Telephones 2
The ALS sequence is assigned either through extension programming, using programming codes only, or through centralized telephone programming.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Line Selection and Ringing/Idle Line Preference
Issue 1
August 1998
Page 64
Single-Line Telephones 2
The ALS sequence for a single-line telephone can be changed only through centralized telephone programming. It cannot be changed by the telephone user.
The ALS sequence for single-line telephones and other tip/ring equipment connected to 012 modules, 016 modules, 008 OPT modules, or Multi-Function
Modules is factory-set to include only SA or ICOM buttons. As outside lines or pools are assigned to the extension, they are automatically added to the ALS sequence.
In Key mode, if the ALS sequence for a single-line telephone is changed to include only outside lines, the user cannot use system features except by pressing and releasing the Recall or Flash button. (If the telephone does not have positive disconnect, the user can press and release the switchhook.)
In Behind Switch mode, the factory setting for the ALS sequence is the prime line.
The sequence can be changed to an ICOM button followed by the prime line or outside lines. This allows a single-line telephone user to use system features and to select the prime line and/or outside lines by dialing the Idle Line Access code.
Feature Interactions 2
Account Code Entry A single-line telephone user can enter account codes only when ALS is programmed to select an SA or ICOM button when the user lifts the handset.
Coverage When Ringing/Idle Line Preference is on for an extension, the system automatically selects a Primary Cover, Secondary Cover, or Group Cover button with a ringing call. However, these buttons cannot be programmed in an ALS sequence because they cannot be used to make calls.
Headset Options
Multi-Function
Module
When an MLX telephone or console is in headset operation, Ringing/Idle
Line Preference is off automatically. Select a line manually to make a call.
If Headset Auto Answer is off, manually select a ringing line to answer the call.
When an MFM is installed in an MLX telephone, the ALS sequence for the MFM should be set to select SA Ring or ICOM Ring, then SA
Originate Only or ICOM Originate Only, then outside lines (or the prime line in Behind Switch mode) assigned to the MFM. Ringing/Idle Line
Preference should be on for an MFM.
Ringing Options
Service Observing
Even when Ringing/Idle Line Preference is on, the system does not automatically select an outside line, SA, ICOM, or Cover button programmed for No Ring. If a call is coming in on such a button, select the button manually to answer. The green LED flashes when the call arrives; the red LED turns on when the button is pressed.
In Release 6.1 and later systems pressing a Service Observing button selects an SA or SSA button, regardless of the programming for Idle Line
Preference.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Line Selection and Ringing/Idle Line Preference
System Access/
Intercom Buttons
Transfer
Issue 1
August 1998
Page 65
SA (including Shared SA) or ICOM buttons can be programmed in an
ALS sequence. Different button types (personal line, Pool, ICOM, SA, or
Shared SA buttons) should not be interleaved in an ALS sequence.
ALS does not apply when the Transfer button is pressed.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Maintenance Busy
Automatic Maintenance Busy
2
At a Glance
Users Affected
Reports Affected
Mode
System Programming
2
Telephone users, operators, data users
System Information ( 6\V6HWXS )
Hybrid/PBX
6\VWHP
→
0DLQWHQ%XV\
Issue 1
August 1998
Page 66
Description 2
When Automatic Maintenance Busy is enabled, a malfunctioning loop-start, ground-start, or tie line/trunk is automatically put in a maintenance-busy state, preventing outside calls from being made on that line/trunk. Incoming calls are never blocked.
In general, the two reasons for putting an outside line in a maintenance-busy state are as follows:
■ Faulty or delayed signaling between the system and the central office. To avoid busying out lines because of slow telephone company central office responses rather than faulty lines/trunks, four consecutive occurrences of faulty or delayed signaling are required before the line/trunk is put in maintenance-busy state.
■ Central office failure to disconnect (make the line/trunk available for use) after a user hangs up. The line/trunk is put in maintenance-busy state after two occurrences of a failure to disconnect.
When a line/trunk is placed in a maintenance-busy state, an error is recorded on the internal error log. The log indicates which type of error occurred: faulty or delayed signaling, or central office failure to disconnect.
Once a line/trunk is in a maintenance-busy state, the three ways to clear the condition and put the line/trunk back into service are as follows:
■
■
Periodic testing of the line/trunk by the system’s internal maintenance software to verify proper functioning
Manual clearing of the error from the error log
■ Manual seizure of the line/trunk at an operator console or through maintenance dial codes
Considerations and Constraints 2
Incoming calls are received and processed normally on lines/trunks that are in a maintenance-busy state.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Maintenance Busy
Issue 1
August 1998
Page 67
DID trunks (Hybrid/PBX mode only) are not affected by Automatic Maintenance
Busy because these trunks can only receive calls and are not pooled.
100D (DS1) modules configured as ground-start, loop-start, or tie lines/trunks are monitored and maintained by Automatic Maintenance Busy.
No more than 50 percent of the lines/trunks in a pool can be placed in a maintenance-busy state at one time, except when the central office has failed to disconnect a line/trunk (preventing its use) or when an entire line/trunk module is manually taken out of service (called a user-imposed maintenance-busy state). In the case of the 100D module, any failure in the DS1 link causes the module to generate a loss-of-service alarm, and the entire module is taken out of service.
Mode Differences 2
Hybrid/PBX Mode 2
To provide optimal performance, Automatic Maintenance Busy should be enabled whenever a Hybrid/PBX system includes pools.
Key and Behind Switch Modes 2
Automatic Maintenance Busy is not available in Key and Behind Switch modes.
Feature Interactions
Alarm
Automatic Route
Selection
Pools
2
The red LED next to the Alarm button on system operator consoles turns on, and the designated maintenance alarm alert device sounds or flashes when more than 50 percent of the lines/trunks in a pool are in a maintenance-busy state.
When ARS is used to make an outside call, the system does not select lines/trunks that are in a maintenance-busy state.
To provide optimal performance, Automatic Maintenance Busy should be enabled whenever a Hybrid/PBX system includes pools.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
Automatic Route Selection
2
At a Glance
Users Affected
Reports Affected
Mode
Telephones
System Programming
Issue 1
August 1998
Page 68
2
Telephone users, operators, data users
ARS, Extension Directory, Extension Information, Remote
Access (DISA) Information
Hybrid/PBX only
All
Specify the type of table (6-digit, area code, local exchange, or 1 + 7) and the area codes and/or exchanges to be included
● in the table:
7DEOHV
→
$56
→
$56,QSXW
Specify that 1 + 7 tables should be searched when a leading 1
● is dialed:
7DEOHV
→
$56
→
$56'LDO
Specify time of day when calls are routed by using Subpattern
●
A or B routing information:
7DEOHV
→
$56
→
6XE%6WDUW6WRS
●
Identify the pools (up to six) on which calls are to be routed:
7DEOHV
→
$56
→
6XE$3RROV6XE%3RRO
●
Assign or remove the FRL associated with each route:
7DEOHV
→
$56
→
6XE$)5/6XE%)5/
Specify the number of digits that need to be absorbed by the
● system when it routes calls on an identified route:
7DEOHV
→
$56
→
6XE$$EVRUE6XE%$EVRUE
Specify the digits or special characters that must be added by the system to the number dialed by a user when calls are
● routed on an identified route:
7DEOHV
→
$56
→
6XE$'LJLW6XE%'LJLW
Specify the FRL and/or digits that must be added when people dial emergency numbers in the Special Numbers
●
(N11) table:
7DEOHV
→
$56
→
More
→
6SHFO1XPEHU
→
$56)5/$56'LJLW
Specify the pool routing, FRL, and digits or special characters that must be added by the system to the number dialed by a user when calls are routed on the Dial 0 table:
●
7DEOHV
'LJLWV
→
$56
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Specify whether a route is to be used for voice, data, or both
● on a T1, BRI, or PRI call:
7DEOHV
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MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
Issue 1
August 1998
Page 69
At a Glance - Continued
System Programming continued
Allow or restrict remote access users (without barrier codes) from using selected lines/trunks (including ARS calls placed over a private network for Release 6.0 or later systems):
●
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→
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→
1RQ7,(7,(/LQHV
→
$56
Allow or restrict remote access users (with barrier codes) from using selected lines/trunks (including ARS calls placed over a
● private network for Release 6.0 or later systems):
/LQHV7UXQNV
→
5HPRWH$FFVV
→
%DUULHU&RGH
→
$565HVWUFW
●
Assign or restrict extensions from using selected lines/trunks:
([WHQVLRQV
→
$565HVWUFW
Maximums
Programmable Routing
Tables
Entries for each table
Factory-set tables
Subpatterns
Routes
Absorbed digits
System-prefixed characters
Factory Settings
ARS dial-out code
FRL for routes assigned to
Default Toll table
FRL for routes assigned to
Default Local table
FRL for VMI ports
(Release 3.1 or later systems)
FRL for extensions
FRL for Remote Access barrier codes and trunks
Time to Start
System-prefixed characters
Absorbed digits
1 + 7 dialing requirements
Data
16 (1–16)
100
4: Dial 0 (table 19), Special Numbers (N11, table 20), Default
Toll (table 17), Default Local (table 18)
2 for each programmable table
6 (1–6) for each subpattern
11 (0–11) for each route
20 (0–9,*, and Pause) for each route
9
3 (0–6; 0 least restrictive, 6 most restrictive)
2 (0–6; 0 least restrictive, 6 most restrictive)
0
3 (0–6; 0 most restrictive, 6 least restrictive)
3 (0–6; 0 most restrictive, 6 least restrictive)
00:00 (midnight, both Subpattern A and B)
None
0
Not within area code
Both
Description 2
ARS is available only in Hybrid/PBX mode. ARS allows outgoing calls to be dynamically routed over selected facilities after dialing an ARS access code
(usually ). This enables the system to select the least expensive route for each call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
Issue 1
August 1998
Page 70
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), local system users can use ARS to access lines/trunks connected to another MERLIN
LEGEND Communications System or to a DEFINITY Enterprise
Communications Server (ECS) or DEFINITY ProLogix Solutions system.
The connection to the networked system is made by using tandem tie (T1emulated or analog) or tandem PRI trunks. Details about setting up and
planning this functionality are provided in “Tandem Switching” on page
671 . Detailed information about private networks is included in the Network
Reference.
Programmable lists, called tables , indicate the desired routes (line/trunk facilities) for specified area codes and/or exchanges. There is a different ARS table for each type of call (local, toll, special number, and so on). The tables are chosen according to the telephone number digits that are dialed by a user. Each ARS table has a particular pool to which it routes calls.
A table contains some or all of the following types of information:
■
Table Type. Indicates how to interpret the information in the table. Table types are Area Code, Local Exchange, 6-Digit, 1 + 7, Dial 0, Special
Numbers (N11), Default Toll, and Default Local. Details for each table type are discussed later in this section.
■
■
Digit Strings. Table includes 3-digit entries, usually area codes or exchanges. Dialed digits are compared to the stored digits. A match should occur in only one table and cause selection of the routes in that table.
Subpattern. An array of up to six routes. There are two subpatterns for all tables except the Special Numbers (N11) and Dial 0 tables. The subpattern selected depends on the time of day that the call is made and the start time associated with each subpattern. (The start time for Subpattern A is specified as the stop time for Subpattern B.)
■
The Special Numbers (N11) Table always uses the main pool and thus has neither subpatterns nor routes. The Dial 0 Table has no subpatterns and only one route.
Routes. A structure that defines possible lines/trunks to be used in a preferred order, usually based on the lowest cost and the extension user’s privilege level or FRL. Routes cannot be programmed for the Special
Numbers (N11) Table. A route contains the following types of information.
— Pool. A group of lines/trunks that are to be used for this route. A pool must be programmed before any other route information.
NOTE:
If you are using data in your system, program pools, including the default pool, for the proper data type. For example, a pool with T1 data-only lines cannot be used for voice calls. Loop-start, ground-start, T1 voice, and some PRI lines support only voice and
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
Issue 1
August 1998
Page 71 analog data calls, while BRI lines and other PRI lines support both voice and digital data calls.
— Facility Restriction Level. A value from 0 to 6 associated with the route. For routes, 0 is the least restrictive and 6 the most restrictive value. In order to use a route, a caller (according to extension or remote access barrier code/trunk) must have an FRL that is equal to or greater than the FRL of the route.
— Absorbed Digits. The number (0–11) of user-dialed digits that ARS absorbs (does not dial out) on this route. Digits are absorbed starting with the first user-dialed digit, after any leading star codes.
— System-Prefixed Digits. A string of up to 20 digits (0–9, *, and Pause) that ARS dials out on this route before dialing any remaining user-dialed digits but after dialing any user-dialed leading star codes.
ARS allows up to 16 programmable tables, each of which may contain one of the following types of information:
■
■
Area Code Tables. These tables are lists of 3-digit area codes. Area code tables are useful when just one type of line/trunk (for example, a regional
WATS trunk) is used for all calls to each area code on the list.
Local Exchange Tables. These tables list 3-digit exchanges within the local area code. They can be used to route calls over in-state WATS lines.
■ 6-Digit Tables. If the cost of calls to another area code varies according to the exchange, this table can be used to route calls on different pools, depending on both the area code and the exchange.
■
In a 6-Digit Table, an area code is the first entry. The remaining 99 entries are exchanges within the area code. The system scans the first six digits of the user-dialed number (area code and exchange) to route the call.
1 + 7 Tables. In some areas, callers must dial a and a 7-digit number to call certain exchanges, even though the call is within the local area code. A
1 + 7 Table contains a list of local area code exchanges that require dialing a but not an area code before the 7 digits.
In addition to the fully programmable tables, ARS has four factory-set tables:
■ Dial 0 Table. This factory-set table routes calls to numbers that start with 0.
The international dialing code, 011, is treated as a special case and can be put into a programmable table. If 011 is not specified in a programmable table, international calls are routed through the Dial 0 Table. Programming of this table is limited to a single pool, its FRL, and system-prefixed digits.
■ Special Numbers (N11) Table. This factory-set table routes calls to the special numbers 411, 611, 811, and 911. The main pool is always used.
The pool routing for this table is not programmable.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
Issue 1
August 1998
Page 72
!
CAUTION:
Unless networked systems are collocated, each system should have at least one loop-start line connected to the PSTN. The line is required to allow connection of a power-failure telephone to the
Power-Failure Transfer (PFT) jack on a module as a power outage backup and for correct routing of emergency and other N11 calls. To ensure that the correct services are reached, if the loop-start line is used for emergency or other N11 calls, it should be assigned to the main pool. In this case, IXC calls determine the number of loop-starts
required. See “Power-Fallure Transfer” on of this guide for more
information.
■
■
Default Toll Table. This factory-set table routes toll calls to numbers that do not match entries in any of the area code, 6-digit, or 1 + 7 digits tables.
This table has two subpatterns of up to six routes each, but neither absorbed digits nor system-prefixed digits are used.
Default Local Table. This factory-set table routes local calls to numbers that do not match entries in the local exchange tables. This table has two subpatterns of up to six routes each, but neither absorbed digits nor system-prefixed digits are used. In Release 3.1 and later systems, routes assigned to the Default Local Table are factory-set with an FRL of 2.
The system can have up to 20 tables, 16 of which are fully programmable. The
Dial 0, Special Numbers (N11), Default Toll, and Default Local tables are factoryset and allow limited programming.
Each table (where appropriate) can have two subpatterns (A and B) with an associated start time. The start time for Subpattern A is specified as the stop time for Subpattern B. One subpattern or the other is selected, based on the time of day and the subpattern start time. (If both subpatterns have 00:00 start time,
Subpattern A is selected.) Each subpattern can contain up to six routes, listed in order of preference or cost effectiveness.
In addition, each route has an FRL associated with it. The FRL is used to refine the route selection process further. Each extension, remote access barrier code, and remote access default Class of Restriction (COR) is assigned an FRL from 0 through 6. Each route is also assigned an FRL from 0 through 6. For extensions, 0 is the most restrictive and 6 is the least restrictive level. For lines/trunks, 6 is the most restrictive and 0 is the least restrictive level. An extension can use a route only if its FRL is greater than or equal to the route’s FRL. For Release 6.0 or later systems (Hybrid/PBX mode only), refer to the Network Reference for information on private network call routing.
Other digits or special characters may be required so the system can route a call on a particular pool. For example, some companies use an alternate toll call carrier that requires dialing the number with Pause characters and access codes.
Each ARS route may have up to 20 characters that are automatically prefixed when a user dials a number. The allowed characters are the digits 0 through 9, *,
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
Issue 1
August 1998
Page 73 and Pause. For Release 6.0 or later systems (Hybrid/PBX mode only), refer to the
Network Reference for information on prepended digits for private network calls.
ARS also provides an absorb (ignore) digit capability for each route. For example, if the central office (CO) does not require 1 before an area code, the system can be programmed to ignore that first digit. Up to 11 characters can be automatically absorbed when a user dials a number. For 10-digit toll calls, the prefix 1 must be dialed to signal a toll call to ARS. If the central office does not require the prefix 1 for toll calls, the digit absorption feature may be used to eliminate the prefix as the number is dialed. Initially, all 20 tables are available for the call.
Star Codes and Automatic Route Selection 2
In some instances, after a user dials a star code (a star character followed by a 2- or 3-digit number) the central office provides a second dial tone as a prompt for the dialer to enter more digits. Usually, this second dial tone is immediate.
However, in cases when the second dial tone is delayed, calls can be misrouted or dishonest users may be able to circumvent communications system dialing restrictions. (For more information about using Allowed and Disallowed Lists to
restrict star codes, see “Allowed/Disallowed Lists” on page 36
.)
In Release 3.1 and later systems, ARS processes star codes at the beginning of a dialed number and sends the digits to the CO before any other digit analysis occurs. Any programmed prepended digits are added after the star code and before the rest of the telephone number.
ARS cannot route calls that consist only of a star code with no additional digits
(such as for voice-activated dialing) because the user has not dialed any digits that the system can use to choose a route.
Dialing calls with star codes using ARS can cause dropped or misrouted calls when prepended digits are used to select facilities other than regular central office lines/trunks. It is recommended that ARS calls containing star codes not be used in configurations where the MERLIN LEGEND Communications System is behind another switch or is used to select nonstandard facilities. For Release 6.0 or later systems (Hybrid/PBX mode only), star codes are not sent over the network.
ARS Restrictions for VMI Ports 2
In Release 3.1 and later systems, any port programmed as a VMI port is programmed with a FRL of 0. If the system manager wants to allow access to the voice messaging system Outcalling feature, the FRL applies to Outcalling calls.
If the system manager changes a VMI port to a non-VMI port, the FRL is not reassigned on the port. If the default FRL should be changed, the system manager must change it through system programming.
!
SECURITY l ALERT:
Any changes to the FRL and other restrictions of these ports must be considered carefully in order to minimize the potential for toll fraud.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
Issue 1
August 1998
Page 74
How ARS Works 2
A user hears inside dial tone on an SA button and dials the ARS access code
(usually a ) to connect to ARS, then dials a call. If the extension is restricted or toll-restricted and the number dialed is not on the Allowed List, or if the number dialed is on the Disallowed List, the user receives a system error tone. Otherwise,
ARS compares the number dialed with information in the tables. All tables are available for use at first. Tables are then eliminated from possible use on the call, one by one, until the best table is selected.
Once the table is selected, ARS chooses the appropriate subpattern and checks restrictions, eliminating from consideration any routes with restriction levels higher than the extension’s. Any remaining eligible routes are scanned from the beginning of the list. The first eligible route that is not busy is selected.
NOTE:
In Release 6.0 and later systems, equal access calls (Interexchange or IXC calls), Dial 0 calls, and N11 calls from systems that are not connected to the public switched telephone network require special planning. See
“Tandem Switching” on page 671
for details.
Table Selection 2
411, 611, 811, 911, or 10xx/101xxxxx (Equal Access Codes)
If the caller dials one of these N11 or equal access (Interexchange or IXC) numbers, the call is routed over the main pool, using the factory-set Special
Numbers (N11) Table.
Area Code Tables Local Exchange
Tables
Dial 0 Table Special No. (N11)
Table
6-Digit Tables 1+7 Tables
Default Toll Table Default Local
Table
First Digit Not a 1, N11, or Equal Access Code
All but the Local Exchange, Default Local, and Dial 0 Tables are eliminated.
Area Code Tables Local Exchange
Tables
Dial 0 Table Special No. (N11)
Table
6-Digit Tables 1+7 Tables
Default Toll Table Default Local
Table
Next, ARS examines the entries in the Local Exchange Tables:
■ If ARS finds only one match, it selects that Local Exchange Table.
■
■
If ARS finds more than one match, it selects the lowest-numbered Local
Exchange Table.
If ARS finds no match and the first digit is 0, it selects the Dial 0 Table.
2
2
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
Issue 1
August 1998
Page 75
■ If ARS finds no match and the first digit is not 0, it chooses the Default
Local Table.
First Digit a 1 (Not an Equal Access Code)
ARS eliminates the Default Local, Dial 0, Special Number, and Local Exchange
Tables and proceeds as described below.
2
Area Code Tables Local Exchange
Tables
Dial 0 Table Special No. (N11)
Table
6-Digit Tables 1+7 Tables
Default Toll Table Default Local
Table
If only a 1 and seven digits have been dialed and there is one 1+7 Table that matches, it is chosen. If more than one table matches, the lowest-numbered table is chosen. If there are no 1+7 Tables that match, ARS picks the Default Toll Table.
If more than seven digits have been dialed after the 1, the 1+7 Tables are eliminated. The next three digits following the 1 are compared to the 3-digit area codes in the Area Code Tables and the first three digits of the 6-Digit Tables; any unmatching tables are eliminated. If there are no matches, the Default Toll Table is selected.
If there are matching tables, the next three digits are compared to the second through ninety-ninth entry in the remaining 6-Digit Tables. If there is only one match, that 6-Digit Table is used. If there is more than one match, the lowest
6-Digit Table is used. If there are no matches and there are no area code tables left, the Default Toll Table is selected. If there are no matches and there are Area
Code Tables that have not been eliminated, one of the Area Code Tables is chosen. If there is one table left, it is used. If there is more than one table, the lowest one is used.
Figure 1 is a flowchart that shows how a table is selected.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
START
Is the dialed number 411, 611,
811, 911, or 10xxx
(equal access code)?
YES
Use Special
Numbers Table
NO
Is the first digit a 1?
NO
Use the table.
ONE
Compare first three digits to all entries in
Local Exchange Tables.
Any matching tables?
NONE
Is first digit 0?
MANY
Use lowest matching
Local Exchange Table.
YES
Use Dial 0
Table.
NO Use
Default
Local Table.
Does the dialed number have
1+7 or more digits?
EXACTLY
1+7
Use Default Toll Table.
NONE
Compare next three digits to all entries in each 1 + 7 table.
Any matching tables?
MANY Use lowest matching
1 + 7 Table.
MORE
Compare next three digits to all entries in each Area Code table and to first entry in each 6-Digit Table.
Any matching tables?
YES
NO
ONE
Use the table.
Use Default
Toll table.
Are there any
6-Digit
Tables?
NO
YES
Use the table.
ONE
Compare next three digits to 2nd through
99th entry in remaining
6-Digit Tables.
MANY
Any matching tables?
NONE
Use the table.
ONE
Are there any matching
Area Code
Tables?
MANY
NONE
Use lowest
6-Digit Table.
Use Default
Toll table.
Use lowest
Area Code
Table.
Figure 1.
ARS Table Selection
Issue 1
August 1998
Page 76
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
Issue 1
August 1998
Route Selection within the Table 2
Once the table is selected, ARS checks the subpatterns within the table (if applicable) and the restrictions on the routes.
Page 77
Selected Table START
If appropriate for the selected table, select Subpattern
A or B depending on time of day.
Select first route where:
• telephone’s
FRL is > route’s
FRL and route
• is not busy call type matches route type (data, voice, or both)
Route available?
NO
YES
Route Call
Return fast busy
Figure 2.
ARS Route Selection within a Table
Subpatterns
Depending on the time of the call, one of two subpatterns (each with up to six different routes) is chosen for each table [except the Special Numbers (N11) and
Dial 0 Tables]. The time of day is compared to the start and stop times of
Subpatterns A and B. (The start time for Subpattern A is the stop time for
Subpattern B.) If the time of the call is between the Subpattern B start time and stop time, then Subpattern B is selected; otherwise Subpattern A is selected. If
both Subpatterns have 00:00 start times, Subpattern A is selected. (See Figure 3 .)
2
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
Issue 1
August 1998
Page 78
Dial Call and
Select Table
Yes
Is Call Time after Subpattern B start and before
Subpattern B stop?
No
Subpattern B
Subpattern A
Figure 3.
Subpattern Selection
Restrictions
If the FRL for an extension, for a remote access barrier code, or for the remote access default COR is equal to or greater than the FRL of any of the routes in the selected subpattern, those routes are eligible for selection. Table 3 shows how
FRLs are used to decide whether a route is allowed.
2
Table 3. Facility Restriction Levels
4
5
3
4
5
6
2
3
1
2
FRL
0
0
1
Route FRL
0 only
1 and up
0 and 1
2 and up
0–2
3 and up
0–3
4 and up
0–4
5 and up
0–5
6
Any
No
Yes
No
Yes
No
Yes
Allowed
Yes
No
Yes
No
Yes
No
Yes
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
Issue 1
August 1998
Page 79
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), FRLs associated with extension numbers apply both to ARS calls and to local and non-local dial plan-routed calls over private networked trunks, including those used to reach non-local dial plan extension numbers. See
“Tandem Switching” on page 671
and “Uniform Dial Plan Features” on
page 710 for details.
For a call, any route that does not match the call type (voice or data) is eliminated from eligibility. Each route may be specified as voice, data, or both.
If a voice call is queued for callback on a digital pool, it can get stuck in an infinite loop of queuing. The caller hears a continuous stutter tone and cannot get rid of it.
To avoid this situation, be sure that you correctly program the voice and/or data capabilities of pools of PRI and BRI facilities in the ARS tables.
Any remaining eligible routes are scanned from the beginning of the list. The first eligible route that is not busy is selected. If all eligible routes are busy, the user hears fast busy and can use Callback to queue the call for the first route only. In
Release 6.0 and later systems (Hybrid/PBX mode only), callers who are accessing ARS over private trunks can queue for a private trunk pool on their switch but not for a route on the remote system associated with a PSTN trunk on that system.
NOTE:
Emergency numbers must be on an Allowed List to be called from a restricted extension.
Considerations and Constraints 3
ARS restrictions (FRLs) operate independently of dial-access-to-pool restrictions, providing greater flexibility in assigning the type of usage an extension is allowed.
The international dialing code (011) can be included in any fully programmable table. If this is done, calls beginning with 011 are routed according to the table on which 011 is entered, and not according to the Dial 0 Table.
The wild card character (Pause) cannot be used in system programming to enter area codes and/or exchanges in ARS tables.
In Release 6.0 and later systems, a non-local system’s ARS access code must not be included in the non-local dial plan. To do so would allow users to dial out of the remote networked systems, bypassing local restrictions. If you attempt to include the local system’s ARS access code in the non-local dial plan, the programming is blocked. In a network, it is recommended that all systems use the
same ARS access code. For additional information, see “Tandem Switching” on
page 671
and “Uniform Dial Plan Features” on page 710
.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
Issue 1
August 1998
Page 80
Calls made to the equal access code (10 xxx ) are always routed immediately over the main pool, whether or not they appear in other ARS tables. People who are restricted from using a particular ARS route hear a high-low error tone, indicating that the call cannot be completed.
NOTE:
In Release 6.0 and later systems, special planning is required for equal access calls (also called IXC or Interexchange calls), N11 calls, and Dial 0 calls from systems that are not connected to the public switched telephone
network. See “Tandem Switching” on page 671
for details.
Even if the local telephone company does not require it, callers must dial before any 10-digit telephone number, so that ARS can determine whether a call is toll or local. If the 1 is not required by the local central office, the system may be programmed to ignore it.
Some central offices still require the prefix 1 for dialing certain exchanges. If the
1 + 7-Digit Dialing Requirements option is programmed as Within Area Code, the system expects either dial time-out or a (end of dialing) to indicate whether a
1 + 7-digit or a 1 + 10-digit number has been dialed. (This may result in delays while the user waits for time-out.) To avoid time-out delays, 1 + 7-Digit Dialing
Requirements can be programmed as Not Within Area Code, but all exchanges requiring a system-prefixed 1 must be listed in a local exchange table, and the 1 must be specified as a character to be prefixed. In this case, users must not dial the before dialing those exchanges.
Area Codes 800 and 900 are treated as entries in programmable tables. They may be programmed as either area codes or as exchanges.
Mode Differences
ARS is available only in Hybrid/PBX mode.
3
Feature Interactions 3
Account Code Entry When ARS is used on the system, an account code can be entered before or after dialing the telephone number.
Allowed/
Disallowed Lists
If Forced Account Code Entry is assigned to the extension, the caller must enter the code before dialing the ARS dial-out code.
ARS checks Allowed and Disallowed Lists before choosing the route for a call. This prevents users with restricted extensions from dialing numbers that are not on an Allowed List. ARS also prevents a user from dialing numbers on a Disallowed List.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
Issue 1
August 1998
Page 81
Authorization Code An authorization code can be entered before dialing the ARS access code. After dialing the ARS access code, you can enter an authorization code only if a Feature button or programmed Authorization Code button is used.
Auto Dial The ARS code can be programmed before a telephone number on an
Auto Dial button.
Automatic
Maintenance Busy
If ARS is used to make an outside call, the system selects another line/trunk in the pool when the first line/trunk is in maintenance-busy state.
Callback When a call is made using ARS and all possible line/trunk routes are busy, the call can be queued only for the first route in the pattern.
However, if the FRL for the extension does not allow the call to be made over the route, the call is not queued.
If a voice call is queued for callback on a digital line/trunk pool, it can get stuck in an infinite loop of queuing. The caller hears a continuous stutter tone and cannot get rid of it. To avoid this situation, be certain to correctly program the voice and/or data capabilities of pools of PRI and BRI facilities in the ARS tables.
Calling Restrictions The use of ARS does not allow callers to avoid calling restrictions. The system checks for outward or toll restrictions assigned to the extension or barrier code before it selects the best route for making the call.
ARS and the dial-access-to-pools restriction function independently of each other. If ARS restrictions are programmed to allow access to a pool, a user may seize a pool that the extension is not normally allowed to use with pool dial-access restrictions.
Digital Data Calls Data calls can be made using ARS. To make calls using ARS, terminal adapters and video systems simply dial the ARS dial out code (usually ) followed by the telephone number. The data calls must be routed through
ARS pools that have only PRI, tandem PRI, NI-1 BRI, T1-emulated tandem data, and/or Switched 56 T1 data lines. To make a 2B data call, a user must access two separate lines.
The LED next to a DSS button for the ARS code is always off.
Direct Station
Selector
Directories System Directory and Personal Directory (MLX-20L telephones only) numbers can include the ARS dial-out code.
Display
Forward and
Follow Me
Only the ARS dial-out code and the dialed number are displayed. Digits added by ARS before the dialed number and digits ignored by ARS are not displayed. The digit is replaced with 2876,'( when ARS selects a line.
When the ARS code is dialed before the telephone number, ARS can select the facility on which to forward calls to an outside telephone number. The FRL for the call is that of the extension from which calls are being forwarded.
HotLine HotLine extensions (Release 5.0 and later systems) can use the ARS access code if it is programmed into their Personal Speed Dial number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
Issue 1
August 1998
Page 82
Night Service
Pools
When Night Service with Outward Restriction is programmed, enter the password before dialing the ARS dial-out code, unless either the extension is assigned to an Exclusion List or the number is on the Night
Service Emergency Numbers List.
ARS ensures appropriate and cost-effective use of pools. ARS and the dial-access-to-pools restriction function independently of each other. If
ARS restrictions are programmed to allow access to a pool, a user may seize a pool that the extension is not allowed to use under existing pool dial-access restrictions.
Primary Rate Interface and T1
In Release 6.0 and later systems, ARS can be set up so that callers on one networked system can use PRI tandem trunks or tandem tie trunks to reach a remote system and make calls from lines/trunks that are connected to that remote system. This can often result in cost savings.
The remote callers dial normally; remote access is invoked transparently, and barrier codes are not required.
In releases prior to 6.0, an incoming call can access ARS only through explicit Remote Access procedures, transferring, or Remote Call
Forwarding through ARS. A PRI line can be a member of a pool accessed through ARS. Before ARS routes a call to a pool, it checks whether one or more member lines in that pool are available. If not, it selects an alternative pool so that the call is not blocked. Even if a B-channel is available when ARS selects a pool with an available line, there may be none available when it is time to send a setup message to the network.
Or, after the setup message is sent, the network may determine that the
B-channel proposed by the system is not available. In either case, the call fails and fast busy tone is heard.
Recall/Timed Flash
Remote Access
In Release 2.0 and later systems, Recall can be used with calls made through ARS. In systems prior to Release 2.0, Recall cannot be used to hold an outside line if ARS has been used to make the call.
Remote access users can make calls using ARS by dialing into the system, entering a barrier code if required, and dialing the ARS code while listening to the system dial tone. FRLs can be assigned to restrict the routes that remote callers can use. When barrier codes are not used
(including tandem trunks) in Release 6.0 or later systems, FRLs are assigned to all remote access lines/trunks based on the default COR.
When barrier codes are used, FRLs are assigned to individual barrier codes.
Saved Number Dial The ARS dial-out code is saved with the telephone number dialed.
Service Observing In Release 6.1 and later systems calls made by using ARS can be observed when end-of-dialing is reached.
SMDR SMDR reports for systems with ARS show all the digits dialed by a user in the CALLED NUMBER field, including any absorbed (ignored) digits, and the facility used to make the call. The reports do not include the ARS dial-out code or any digits added by ARS.
Speed Dial Personal Speed Dial and System Speed Dial numbers can include the
ARS code.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Automatic Route Selection
System Access/
Intercom Buttons
System
Renumbering
Toll Type
Issue 1
August 1998
Page 83
The ARS FRL assigned to the extension being used to make the call applies to calls made on both SA and Shared SA buttons.
The ARS access code can be renumbered. (The factory setting is 9.)
Tandem Switching
In certain areas, the local telephone company requires the prefix 1 for certain exchanges. In these cases, the exchanges can be assigned to a
1 + 7 table; 1 + 7 dialing requirements must be set to Within Area Code so that people calling numbers in other exchanges do not have to dial .
In Release 6.0 and later systems (Hybrid/PBX mode only), the ARS access code is accepted over private networked trunks, allowing users in a local system to make calls from lines/trunks connected to a remote system. The system manager programs ARS in order to direct calls over the most cost-effective routes; calls that are local, for example, at a remote networked switch, can be sent out from lines/trunks connected to that system. At the remote system, Remote Access features are used to accept such a call.
Do not program a remote system’s ARS access code into the local system’s non-local dial plan. For example, if the ARS access code is 9, do not include a range of extensions that begins with 9. If you attempt to program the local ARS access code into the non-local dial plan, the system blocks the attempt. For security and convenience, it is best if all systems in a network use the same ARS access code.
Because equal access (IXC or Interexchange) calls from a system with no
PSTN trunks require that local and remote ARS access codes match, the local ARS access code is automatically prefixed when these calls are sent to a networked system. You should not use this arrangement unless networked systems are collocated. Otherwise, Dial 0 and Special Number calls (911 calls, for example) do not reach the correct local services.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Barge-In
Barge-In
3
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Code
QCC Display Label
3
Telephone users, operators
Extension Information
All
All except single-line telephones
(centralized telephone programming only)
%DUJH,Q
Issue 1
August 1998
Page 84
Description 3
Barge-In allows a caller to contact a co-worker in an emergency or when the caller has been given special instructions to interrupt. If the extension is busy, Barge-In includes the user in the call. If Do Not Disturb is activated, Barge-In overrides the feature and makes the telephone ring.
On multiline telephones, except QCCs, the caller interrupts a call or overrides Do
Not Disturb by calling the extension number and then pressing the programmed
Barge-In button. On a QCC, an operator presses the Feature button and selects
%DUJH,Q from the display.
A tone, heard by the user and the people on the call, signals that the user has joined a conversation in progress. Ringing indicates that Do Not Disturb is on at the extension.
Barge-In is similar to the Service Observing feature in that both features gain access to a call already in progress. However, the person barging in can talk to the other parties on the call; the Service Observer can only listen in on the call and cannot communicate with the other parties.
Considerations and Constraints
Barge-In does not override Privacy.
3
If Caller A is in the process of dialing and Caller B uses Barge-In to reach Caller A, the touch tones generated by dialing cancel the Barge-In tone. As a result, Caller
A may not be aware that someone else is joining the call.
If a caller presses the Barge-In button while calling an MLX telephone, an extra ring occurs on the MLX telephone. A Barge-In button can be programmed only through centralized telephone programming.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Barge-In
Telephone Differences 3
Issue 1
August 1998
Page 85
Direct-Line Consoles 3
If a DLC operator uses Barge-In to reach someone with Coverage or Forwarding
(including Remote Call Forwarding) on, the call from the operator is not directed to the destination (receiver’s) extension. The call is directed to the extension on which Barge-In is used.
Queued Call Consoles 3
A QCC operator can use Barge-In only by selecting the feature from the display.
Barge-In can be used to join an inside call to a QCC operator only if the user dials the caller’s extension instead of the QCC operator’s number. If a user tries to activate Barge-In after dialing a QCC system operator’s extension and waiting in the QCC queue, the feature has no effect and the user hears an error tone. If the error tone times out while the call is still in the QCC queue, the call is disconnected. However, if a QCC system operator becomes available before the error tone times out, the error tone is removed and the call is delivered to the operator normally.
Single-Line Telephones 3
Single-line telephones cannot use Barge-In, but other telephone users can use
Barge-In to interrupt or monitor calls on single-line telephones.
Feature Interactions 3
Basic Rate Interface Barge-In can be used for voice calls on a BRI line, but not on BRI data calls.
Callback If Callback is used to request a busy extension or pool and the user is waiting on the line for the callback call, Barge-In cannot interrupt.
Conference Barge-In can interrupt conference calls; all participants hear the Barge-In tone. Barge-In does not connect the user to a conference call if the conference already has the maximum number of participants. If Barge-In is used to connect to a conference call that involves an outside line/trunk and the person on the outside line/trunk hangs up, the person using
Barge-In is also dropped.
Coverage
Digital Data Calls
Direct Station
Selector
Barge-In can be used for Individual or Group Coverage calls answered at any receiver’s extension. However, if an operator uses Barge-In to reach an extension with Coverage, the call from the operator is not directed to the receiver’s extension.
Data calls cannot be barged into.
After making a call to an extension by using a DSS button on a DLC, activate Barge-In by pressing a programmed Barge-In button. QCC operators select the feature from the display.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Barge-In
Display
Do Not Disturb
Forward and
Follow Me
Group Calling
Headset Options
HotLine
Messaging
Paging
Privacy
Issue 1
August 1998
Page 86
Barge-In appears on the display as a feature choice only on QCC operator consoles. On an MLX display telephone receiving a Barge-In call, the message %DUJH,Q and either the name or extension number of the person joining the call remains on the display until the receiving telephone user hangs up. If Barge-In is denied because Privacy has been activated, no error message is displayed on the calling telephone to indicate that the attempt has been unsuccessful.
If Do Not Disturb is activated, Barge-In overrides the feature and makes the telephone ring.
If an operator uses Barge-In to call an extension with Forwarding or
Remote Call Forwarding turned on, the call from the operator is not directed to the destination extension. When a forwarded call is answered at the destination extension, Barge-In can be used to join the call only by dialing the extension number for the destination extension (not the number for the originating extension). Barge-In cannot be used to join a call forwarded to an outside telephone number.
Barge-In can be used for calling group members, but the member’s extension must be used instead of the calling group extension. If a user tries to use Barge-In after dialing the calling group extension number and waiting in the queue, the feature has no effect. If a person uses Barge-In to reach another user who is waiting in a calling group queue, the call is removed from the queue, and both people and the delay announcement
(if programmed) are connected. If a person uses Barge-In for the delay announcement extension and the device is playing a message to a caller, the call is removed from the queue, and both people and the delay announcement are connected.
In Release 5.0 and later systems when the Most Idle agent hunt type is used, if a supervisor or operator barges in on a calling group call and hangs up before the agent does, then Most Idle status is not affected. If the agent hangs up first, he or she moves to the end of the Most Idle queue.
If Barge-In is used to contact a user with Headset Auto Answer, the call is automatically answered.
HotLine (Release 5.0 and later systems) calls can be barged into.
If Barge-In is used to contact a user with a posted message, the caller’s telephone does not display the posted message.
Barge-In cannot be used to join speakerphone or loudspeaker paging calls.
Barge-In does not override Privacy. The caller hears a busy signal.
All VMI ports always have Privacy on. Barge-In cannot be used to join calls to VMI ports.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Barge-In
Recall/Timed Flash
Service Observing
UDP Features
Issue 1
August 1998
Page 87
In Release 2.0 and later systems, Recall can be used by a user who has joined a call with Barge-In, as well as by the user who has been interrupted.
In Release 1.0 and 1.1 systems, Recall cannot be used with Barge-In because Barge-In is used on an SA or ICOM button.
In Release 6.1 and later systems Service Observers can observe external calls that have been barged-in, either at the barged-in extension or at the extension that has barged-in.
In Release 6.0 and later systems (Hybrid/PBX mode only), you cannot use Barge-In for calls on a non-local system in a private network.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Basic Rate Interface (BRI)
Basic Rate Interface (BRI)
3
Issue 1
August 1998
Page 88
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
800 NI-BRI Module
Maximums
BRI modules
Factory Settings
Systemwide Clock
Synchronization Source
Primary Clock
Clock
BRI
Service Profile Identifier
(SPID) assigned to BRI line
Directory Number (DN) assigned to BRI line
Timer and counter thresholds for all BRI ports in system
T200 Timer
T203 Timer
T303 Timer
T305 Timer
T308 Timer
3
Telephone users, operators, digital data users
System Information ( 6\V6HWXS ), BRI Information
Key, Hybrid/PBX
All (display support on MLX telephones only)
Specify 800 NI-BRI modules that provide primary, secondary, and tertiary clock synchronization and source-of-clock
● synchronization; also activate/deactivate clock:
/LQHV7UXQNV
→
More
→
&ORFN6\QF
Assign telephone numbers (SPID and DN) to BRI lines:
●
/LQHV7UXQNV
'1
→
(QWHU
→
More
→
%5,
→
63,''1
→
63,'
→
(QWHU
→
●
Specify BRI timer settings:
/LQHV7UXQNV
→
More
→
%5,
→
7LPHUV
5
Loop (not definable by system manager)
First port in service on an 800 NI-BRI module, or first 100D module in service in control unit
Active
0 digits
0 digits
1,000 ms (range 500–5,000 ms, increments of 500 ms)
33 seconds (range 10–255 seconds, increments of 1 second)
4 seconds (range 2–10, increments of 1 second)
30 seconds (range 2–60, increments of 1 second)
4 seconds (range 2–10, increments of 1 second)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Basic Rate Interface (BRI)
Issue 1
August 1998
Page 89
Description 3
BRI, like PRI, is a standard protocol for accessing Integrated Services Digital
Network (ISDN) services. By using BRI, the MERLIN LEGEND Communications
System can connect its users to the speed and accuracy of ISDN services.
National ISDN-1 (NI-1) BRI service is available for MERLIN LEGEND
Communications System Release 4.0 and later systems only.
BRI lines offer the capability of voice, high-speed data, local area network (LAN) interconnection, and video transmission. BRI lines (along with PRI and T1
Switched 56) also allow you to take advantage of the 2B Data feature for videoconferencing systems with ISDN-BRI interfaces. The 2B Data feature allows one application (such as a desktop video system or a high-speed digital communications device) to use two B-channels for data transfer rates up to 128
kbps. For more information, see “Digital Data Calls” on page 200
.
The following benefits are provided by NI-1 BRI service:
■ Speed. Data calls to outside destinations can be established on the same
B-channels used for voice calls if the service allows; modems and dedicated, conditioned lines/trunks are not needed. By supporting high-speed digital data transmission, BRI provides the capability for videoconferencing and Group IV (G4) fax by using existing wiring. Each
B-channel supports up to 64 kbps throughput.
■
■
Improved Toll Restriction. The ways that toll restriction can be bypassed are limited on BRI lines/trunks. Specifically, three types of toll fraud are eliminated with BRI service:
— Because dialing is in the form of out-of-band messages that must be generated by the system, a person cannot use a touch-tone generating device, such as a pocket dialer, to send dialed digits directly through the system to the line/trunk.
— Without BRI service, toll restriction can be deceived by dialing digits on a loop-start line before the far-end switch applies dial tone. These initial digits may indicate a local call to the system’s toll-restriction checking while the subsequent digits, those actually recognized by the far-end switch, may produce a toll call. This is not possible with BRI service because every dialed digit is screened by the system’s toll-restriction check.
— A BRI line’s far-end disconnect signal provides a reliable indication when a call ends, and a new call cannot be initiated until the line has been released from the prior call on both ends. This prevents a person, waiting off hook for the restoration of dial tone after a previous call, from placing a second call before toll restriction is reapplied.
Reliable Indication of Far-End Disconnect. This prevents an incoming call from being blocked because a line/trunk has not been released when a call is ended.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Basic Rate Interface (BRI)
Issue 1
August 1998
Page 90
Terminology 3
Lines/Trunks
In this section on BRI, lines are the representations that appear on extensions or are put into pools. Trunks are the facilities that link switches. For all trunks except
DS1 (T1 or PRI) and BRI, inside line numbers have a one-to-one correspondence to line/trunk jacks. Because there are two transmission channels, or bearer channels (called B-channels ), for each BRI connection, two inside line numbers are assigned for each BRI port. B-channels are present for each Digital
Subscriber Line (DSL); therefore 16 inside lines are assigned for each module used.
3
A B-channel is used to carry user information, such as the voice or data content of a call, between the system and the far-end switch.
Digital Subscriber Line
Digital Subscriber Line (DSL) refers to the facility from the central office that supports BRI service. A Digital Subscriber Line provides full-duplex service on a single twisted-pair wire (2-wire) at a rate sufficient to support ISDN Basic Rate
Access.
3
Directory Number
In general, the Directory Number (DN) is the telephone number that is dialed to reach a destination. When an incoming call arrives on a BRI line, the central office presents the DN as the Called Party Number. Only one call to a particular DN is accepted at any one time. The DN is usually a subset of the Service Profile
Identifier (SPID). Only the DNs for the hunt group are unrelated to the SPIDs.
3
ISDN Ordering Code
The ISDN Ordering Code (IOC) is defined by Bellcore as part of the National
ISDN Package. The IOC defines a number of capabilities for the BRI connection, which are aimed at different user applications. The MERLIN LEGEND
Communications System supports the IOC capability package S. IOC package S supports circuit-switched voice and data calls over both B-channels with a Calling
Party Number identifier.
3
Multiline Hunt Group
A multiline hunt group can be programmed at the central office to send calls to a number of separate DNs that are grouped together.
3
A multiline hunt group consists of a group of BRI lines with one main telephone number (Directory Number). When this number is dialed by an outside caller, the
CO tries to deliver the call to one of the BRI lines in the hunt group. If the BRI line is busy, the central office directs the call to the next available idle line.
In order to know the available options of Multiline Hunt Group and to set it up correctly, you must find out what type of switch your CO uses.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Basic Rate Interface (BRI)
Issue 1
August 1998
Page 91
For the different switches, Multiline Hunt Group has the following capabilities:
■ 5ESS
®
. Multiline Hunt is available for voice-only and digital data-only applications. Multiline Hunt capability is provided under a switch feature called Series Completion . Do not use the 5ESS feature named Multiline
Hunt Group . For alternate voice and digital data applications, special CO features (such as call forwarding) are also required in the line provisioning.
As a result, this configuration may not be supported by some of the
Regional Bell Operating Companies (RBOCs) or other local carriers.
■
■
DMS-100. Multiline Hunt is available for voice-only, digital data-only, and alternate voice and digital data applications.
EWSD. Multiline Hunt capability is provided under a switch feature called
Series Completion . However, it is limited to six DSLs in a group, and may not be supported by some central offices. Do not use the EWSD feature named Multiline Hunt Group . Multiline Hunt is available for voice-only and digital data-only applications. Alternate voice and digital data applications are not supported.
NOTE:
Multiline Hunt is not part of IOC package S. If Multiline Hunt is needed, you must order the appropriate feature and inform the central office of the switch settings that you need (see Appendix H of
System Planning ).
Called Party Number
In general, the term Called Party Number (CdPN) denotes a telephone number that has been dialed to reach a destination. However, while routing the call, the network can change the Called Party Number to make routing easier. In either case, the network sends the Called Party Number to the system when a call arrives at the system. The called party number is usually displayed on the second page of the MLX display.
3
Calling Party Number
The Calling Party Number (CPN) provides incoming calling party number information that identifies the originator of a call in the call-handling displays of
MLX telephones. If the owner of the MERLIN LEGEND Communications System subscribes to this BRI feature, each incoming call to the system over a BRI line can be accompanied by the CPN or by the billing number of the calling party supplied by the network.
3
NOTE:
If the calling party subscribes to the central office Directory Number Privacy feature, no number is received.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Basic Rate Interface (BRI)
Issue 1
August 1998
Page 92
Service Profile
A Service Profile (SP) defines the interface on a BRI line between the central office and an ISDN terminal. It specifies the parameters and their values necessary to provide services to the terminal.
3
Service Profile Identifier
A Service Profile Identifier (SPID) is a unique identifier used by the central office to associate an ISDN terminal with a Service Profile. It is provided by the central office at subscription time. The system manager must program the SPID for each
BRI line to bring the BRI line into service (activate). If dial tone is received, then the correct SPID has been programmed.
3
Clock Synchronization 3
Clock synchronization is an arrangement where digital facilities operate from a common clock. Whenever digital signals are transmitted over a communications path, the receiving end must be synchronized with the transmitting end in order to receive the digital signals without errors.
The system synchronizes itself by extracting the timing signal from the incoming digital stream. If the system has one 100D module, that module provides its own primary synchronization. If the system has at least one 800 NI-BRI module, more than one 100D module, or a combination of 100D modules and 800 NI-BRI modules, then one of the connections provides primary clock synchronization for all 800 NI-BRI and 100D module ports and for the system’s time-division multiplexing (TDM) bus. The primary clock synchronization source must be identified during system programming. The factory setting is the first 100D module in service or the first port in service on the first 800 NI-BRI module in the carrier.
This can be changed through system programming.
In the event of a maintenance failure of primary synchronization, backup synchronization can be provided by secondary and tertiary clock synchronization.
In addition, the source of synchronization is factory-set to Loop Clock Reference
Source, so that the clock is synchronized to the outside source. With a 100D module, it can be set to Local Clock Reference Source so that the clock is free-running. However, this is not recommended for most permanent installations and systems with PRI. This setting must be made for the primary, secondary, and tertiary synchronization sources.
On a frigid start (System Erase), the first 100D or BRI port in service is the default primary loop clock source.
The following lists the options for primary, secondary, and tertiary clock synchronization sources in order of preference:
1.
The clock sources on BRI ports with DSLs in service. If at all possible, all three clock sources should be on the same 800 NI-BRI module.
2.
The loop clock source on any 100D module
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Basic Rate Interface (BRI)
Issue 1
August 1998
Page 93
3.
The loop clock source on any 100D module in T1 mode emulating tie trunks
4.
The local clock source on any 100D module
NOTE:
Ports that are not in service should never be programmed as clock sources.
Clock Switching 3
When the primary clock source is not able to provide the system clock, the secondary clock source is used, if it exists and is capable of providing the system clock. If the secondary clock source is incapable of providing the system clock, the tertiary clock source is used. If none of these is capable of providing the system clock, the communications system selects a system clock.
The system searches 800 NI-BRI and 100D modules for a clock source, starting from the first module in the system and ending with the last module. The clock is chosen with the following order of preference:
1.
Loop clock source on an 800 NI-BRI or 100D module
2.
Local clock source on an 800 NI-BRI or 100D module
3.
Local clock source on the processor module
For Release 6.0 and later systems (Hybrid/PBX mode only), refer to the Network
Reference for information on clock switching for private networks.
Timers and Counters 3
This option sets the timer and counter thresholds. The factory settings for
thresholds are standard and rarely need to be changed. (See “At a Glance” in this
section for factory settings and valid ranges.) When no response is received from the network before the duration of the timer setting, the communications system takes the appropriate corrective action.
The programmable timers and counters are as follows:
■
■
T200 Timer. Times the minimum time that the link layer waits for an acknowledgment of link establishment, information, or polling supervisory frames sent from the communications system to the network before resending the frames.
T203 Timer. Maximum time that the link layer can remain inactive.
■
■
T303 Timer. Times the delay in network response when the communications system sends a setup message to initiate an outgoing call.
T305 Timer. Times the delay in network response when the communications system sends a disconnect message to clear a call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Basic Rate Interface (BRI)
Issue 1
August 1998
Page 94
■ T308 Timer. Times the delay in network response when the communications system sends a release message to clear a call.
Other timers and counters used by the system are not programmable:
■ N200 Counter. Counts the number of times the communications system can transmit a message on a D-channel because no link layer acknowledgment is received from the network. The value for this counter is 3.
■
■
N201 Counter. Counts the maximum number of Layer 3 bytes the system can send or receive in a single D-channel message. The value for this counter is 260.
N202 Counter. Counts the maximum number of times that Layer 2 should retransmit TEI-REQUEST frames before notifying Layer 3. The value of this counter is 3.
■
■
■
■
■
K Counter. Counts the number of Layer 3 unacknowledged messages sent from the communications system to the network on a D-channel. The value for this counter is 1.
T202 Timer. Minimum time Layer 2 must wait for an acknowledgment of a
TEI-REQUEST frame before initiating retransmission. The value of this timer is 2 seconds.
T309 Timer. Times the duration of a D-channel data link failure (a loss of signaling for the entire BRI connection). The value of this timer is 90 seconds.
T310 Timer. Times the network delay following the receipt of a callpreceding message on an outgoing call. The value of this timer is 60 seconds.
T313 Timer. Times the delay in network response when the communications system sends a connect message that indicates the completion of an incoming call. The value of this timer is 4 seconds.
!
CAUTION:
After initial installation, these timers rarely if ever should be changed.
Call Processing 3
An explanation of incoming and outgoing call processing follows.
Incoming Calls
BRI calls can be received on personal line or Pool buttons, or by calling groups or the QCC Queue. Incoming calls on BRI lines appear to a user just like calls on other types of lines.
3
Display Operation. The display provides call-related information about incoming
BRI calls delivered over the B-channel, if available. If calling party information is available and the receiving telephone is an MLX telephone, the information is
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Basic Rate Interface (BRI)
Issue 1
August 1998
Page 95 displayed on the telephone. Called party information is usually displayed on the second screen of the MLX display.
Hyphens are inserted between the digits of the Calling Party Number for incoming calls, for example, 555-1234 for a 7-digit display and 123-555-1234 for a 10-digit display. Any other number of digits appears without hyphens.
A brief description of the display support provided in Release 4.0 and later
systems follows. Refer to “Display” on page 247
for additional details.
NOTE:
BRI display support for Release 4.0 and later systems applies to MLX display telephones only. There is no BRI-specific display support for analog multiline telephones.
■
■
■
Incoming BRI Calls (Non-Group Calling). When the calling party information is available from the network, the Calling Party Number (CPN) appears on the user’s display. Pressing the More button shows the Called
Party Number on the second screen of the display. If the Called Party
Number is more than 15 characters in length, the digits at the end are dropped.
Group Calling. The MLX display of a calling group member shows the original Called Party Number. Pressing the More button shows the Calling
Party Number on the second screen of the display.
Transfer without Consultation. In Release 4.0 and later systems, pressing the More button on an MLX display telephone that is a transfer destination shows the original Called Party Number.
Outgoing Calls
Outgoing calls on BRI lines can be made using one of three methods:
■
■
■
Personal Line. When an idle personal line that represents a BRI line is accessed, the communications system sets up a call to establish a connection to the central office. The status light turns green, and dial tone is provided by the central office. As digits are dialed, they are transmitted to and processed by the central office.
Pool Button. Like any other type of line/trunk, a BRI line can be accessed via a Pool button, or by using an SA button and dialing a pool access code.
Automatic Route Selection. Like any other type of line/trunk, a BRI line can be accessed by using an SA button and dialing the ARS access code.
ARS processing may modify the dialed number through standard digit deletion and addition. ARS can also take advantage of the distinction between voice and data calls for routing purposes when making outbound calls over BRI lines. For example, if data is frequently sent to a particular number in another area of the country, ARS can route calls to that number over high-speed data lines.
3
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Basic Rate Interface (BRI)
Issue 1
August 1998
Page 96
Considerations and Constraints 3
Because the 391A, 391A1, and 391A2 power supplies have limited capacity, when one of these power supplies is used, the total number of 800 NI-BRI modules and 100D modules in a single carrier cannot exceed three. When using these power supplies with more than three modules, you must install the fourth
800 NI-BRI module and any additional 800 NI-BRI or 100D modules in an expansion carrier. The 391A3 power supply eliminates this restriction.
A Directory Number (DN) is busy when no extension is available to answer or cover the call. An extension may be unavailable when one of the following conditions applies: no SA button (aside from Originate Only buttons) is available;
Do Not Disturb is activated; the extension is being programmed; the extension is forced idle; or, the extension alarm clock is being set. The caller hears a busy tone, or the call receives coverage, if programmed.
For BRI lines, the SMDR format should be set to ISDN format.
In Release 4.1 and prior systems, an SMDR record is not recorded for a BRI facility call that is shorter than the programmed SMDR call length. Usually, the
SMDR call length is programmed to compensate for connection and ringing time of calls on non-ISDN facilities before they are answered. In systems where most lines are ISDN lines, the call length should be programmed for one (1) second.
In Release 4.2 and later systems with the SMDR Talk Time option enabled, call timing for incoming calls to Auto Logout or Auto Logout calling groups begins when the system detects the call.
Feature Interactions 3
Account Code Entry At an extension assigned to a BRI line, either enter an account code before the call is made or during the call. Forced account codes must be entered before the call is made.
Barge-In
Call Waiting
If the SMDR feature is not enabled to record incoming calls, the system does not accept Account Code Entry information for incoming calls.
Barge-In can be used for voice calls on a BRI line, but not data calls.
Call Waiting is provided on BRI lines at extensions so programmed. The call-waiting tone is not blocked from BRI at an extension.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Basic Rate Interface (BRI)
Conference
Hold
Recall
Remote Access
SMDR
Transfer
Issue 1
August 1998
Page 97
Calls on BRI lines can be part of a conference call processed by the
MERLIN LEGEND Communications System, not by the central office. The
MERLIN LEGEND Communications System determines the number of active parties on the call.
The system supports up to five people on a conference: two within the system, two outside the system, and the call originator.
If a MERLIN LEGEND Communications System user is part of a conference established by an outside party through the central office conference feature, the system may play Music On Hold (if so programmed) when the user puts the call on hold.
An active call on a BRI line can be placed on hold by using the system
Hold feature. All call appearances (such as LEDs) are the same as for other non-BRI lines.
Recall is not recognized by the central office (CO) on BRI lines.
Therefore, the CO ignores the telephone’s Recall button signal.
A BRI line may be used for remote access.
The number of a BRI line is shown in the LINE field of the SMDR report.
Outgoing call timing begins when a call is answered. Therefore, calls that are not answered at the far end are not reported.
In Release 4.1 and prior systems, call timing for incoming calls begins when the call is answered. In Release 4.2 and later systems with the Talk
Time option enabled, timing for incoming calls to Auto Login or Auto
Logout calling groups begins when the system detects the call.
Calls on BRI lines are available for the system Transfer feature. The central office-based transfer feature is not supported by the MERLIN
LEGEND Communications System.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Call Waiting
Call Waiting
3
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
On
Off
Feature Code
MLX Display Labels
Factory Setting
3
Telephone users, DLC operators
Extension Information
All
All except QCC
(for call-waiting pickup)
&DOO:DLWLQJ2Q>&:DLW2Q@
&DOO:DLWLQJ2II>&:DLW2II@
Off
Issue 1
August 1998
Page 98
Description 3
When an extension is programmed with Call Waiting, a user hears a tone when he or she is off hook and another call arrives. For an inside call, the user hears one beep; for an outside call, the user hears two beeps. MLX display telephone users also see &DOO:DLWLQJ on the display. The caller hears a special ringback to indicate that the extension is busy and that the call-waiting tone has been sent.
A multiline telephone is considered busy when no SA or ICOM buttons are available for incoming calls and, if Coverage is programmed, all coverage points are busy.
When the called party frees an SA or ICOM button and there is a call waiting, the caller hears dequeuing tone, and the waiting call appears on the free SA or ICOM button of the called party.
A single-line telephone is considered busy when a call rings on the telephone or the user lifts the handset and, if Coverage is programmed, all coverage points are busy.
Each extension can be programmed with Call Waiting on or off. The default is Call
Waiting off.
The user hears a call-waiting tone for the following types of calls that ring on an
SA or ICOM button:
■
■
■
An inside call
A call received on a DID trunk
A call from a remote access user
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Call Waiting
■
■
A call received on an automatic dial-in tie trunk
A call transferred to the extension
Issue 1
August 1998
Page 99
NOTE:
The user does not hear a call-waiting tone for a call received on a personal line unless the business subscribes to call-waiting service from the local telephone company.
The person receiving the call-waiting tone has these options:
■ Ignore the new call and continue with the current call; the caller continues to hear the special ringback.
■
■
■
Complete the current call, hang up, and answer the waiting call when it rings; the caller hears normal ringback.
On a multiline telephone, put the current call on hold and answer the new call using an ICOM Originate Only or SA Originate Only button (if one is available) by using call-waiting pickup. Call-waiting pickup is activated on an ICOM Originate Only or SA Originate Only button by pressing the
Feature button followed by , or by dialing .
On a single-line telephone without positive disconnect, put the current call on hold by pressing and releasing the switchhook or the Flash or Recall button. If the single-line telephone has positive disconnect, park the call by dialing pressing the Flash or Recall button, then dialing your extension number. Dial to answer the waiting call. To pick up a parked call, lift the handset and (while listening to inside dial tone) dial plus your extension number.
Considerations and Constraints 3
A user can have more than one call waiting. If there is more than one call waiting, then a user who activates call-waiting pickup answers the individual calls on a first-come, first-served basis.
Call Waiting is not activated if a line button of the appropriate type (such as ICOM or SA) is available to receive a call.
An extension programmed as a fax extension can activate Call Waiting so that callers can wait until a fax machine is available. To prevent disruption of a fax message in progress, a call-waiting tone is not sent to a fax extension.
If a person with Call Waiting on is in the process of dialing and receives a call, the touch tones generated while dialing cancel the call-waiting tone. As a result, the person may not be aware that a call is waiting.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Call Waiting
Telephone Differences 3
Issue 1
August 1998
Page 100
Queued Call Consoles 3
Call Waiting cannot be used on QCCs; the calls are already queued. The operator releases a call to a busy extension either by selecting &DPS2Q from the display or by pressing the Release button. If Camp-On is used, the call does not return to the QCC queue until the Camp-On return interval expires. If the operator presses the Release button, the extension being called receives the call-waiting tone (not
Camp-On), and the call returns to the QCC queue when the transfer return interval expires.
If the system is programmed for Automatic Extended Call Completion, a QCC operator must press the Start button to use Camp-On, then dial the extension manually, activate Camp-On, and press Release. If the operator presses a DSS button, the transfer is automatically completed and Camp-On cannot be used.
Other Multiline Telephones 3
If a multiline telephone does not have an SA Originate Only or ICOM Originate
Only button assigned or available, the user cannot pick up the waiting call. To pick up the call, the user presses an available SA Originate Only or ICOM Originate
Only button, presses the Feature button, and dials .
If either Transfer or Camp-On is used to transfer a call to a busy extension, the call is placed in the call-waiting queue and the caller hears the call-waiting tone, whether or not the extension has the Call Waiting feature activated.
Single-Line Telephones 3
If a single-line telephone user presses and releases the Recall or Flash button— or on a telephone without positive disconnect, presses and releases the switchhook—after picking up a waiting call, the picked-up call is disconnected and the user is reconnected to the original call. If the user hangs up after picking up a waiting call, the picked-up call is disconnected and transfer is initiated for the first call; the original call goes on hold and transfer return applies.
Feature Interactions 3
Basic Rate Interface Call Waiting is provided on BRI lines at extensions so programmed. The call-waiting tone at an extension is not blocked by the BRI lines.
Callback When Automatic Callback is used to queue a call at an extension that has
Call Waiting, Callback overrides Call Waiting. The user with Call Waiting does not hear the call-waiting tone, and the call is queued until the extension becomes available.
When Selective Callback is used to queue a call at an extension that has
Call Waiting, the user with Call Waiting hears the call-waiting tone and the call is queued until the extension becomes available.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Call Waiting
Camp-On
Conference
Coverage
Digital Data Calls
Display
Forward and
Follow Me
Group Calling
Hold
HotLine
Paging
Personal Lines
Pickup
Issue 1
August 1998
Page 101
A user with no available buttons to receive a transferred call hears the call-waiting tone when a co-worker uses Camp-On to transfer a call, even if Call Waiting is not activated.
A call-waiting tone is heard only by the person receiving the call and not by other conference participants. If the conference originator reaches a busy extension, hears the call-waiting special ringback, and tries to add the call to the conference, the system returns a busy tone. To drop the busy tone from the conference, the originator presses the Drop button and then the line button used to call the busy extension.
A call to a sender with Call Waiting activated goes to Individual and/or
Group Coverage first. If all coverage points are busy, the sender hears the call-waiting tone.
Changing the status of Coverage On/Off to On after hearing the call-waiting tone does not force the waiting call to coverage receivers but sends subsequent calls to coverage.
Call Waiting does not work with data calls. The call appears to wait but does not return to the extension when it becomes available. This feature should be disabled at video systems and data extensions.
At a passive-bus MLX telephone, Call Waiting requires one of the
B-channels needed for a 2B video call and should be used only when the video system is not active on, or receiving, a call.
When a user has a call waiting, &DOO:DLWLQJ is shown on the display.
Call Waiting does not apply to forwarded calls because the system tries the destination extension instead of the forwarding extension. However, if the call is not forwarded for any reason (for example, the line/trunk selected is an unreliable loop-start line), Call Waiting functions normally.
In Release 4.1 and later systems, a user with no SA or ICOM buttons available and with Forward or Follow Me turned on does not hear the callwaiting tone when a call is forwarded using the Forward on Busy enhancement. Instead, the caller hears ringback.
Calls made to a calling group are not eligible for Call Waiting because the calls ring into the calling group’s queue. However, Call Waiting can be used for calls to individual members of the calling group.
A person with all calls on hold cannot hear the call-waiting tone.
Call Waiting can be activated for a HotLine extension, but the telephone cannot put the current call on hold and pick up a waiting call. Instead, the user must hang up the current call and wait for the call-waiting call to ring.
Call Waiting cannot be used for Group Paging calls to busy extensions.
A user hears a call-waiting tone for a call received on a personal line only if the business subscribes to a call-waiting service from the local telephone company.
Pickup features cannot be used to answer a waiting call at another extension.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Call Waiting
Issue 1
August 1998
Page 102
Primary Rate Interface and T1
Call Waiting is provided on PRI lines at extensions so programmed. The call-waiting tone at an extension is not blocked by PRI lines. Until the call is answered, answer supervision is not returned to the network and the caller hears regular ringback instead of call-waiting ringback.
Recall/Timed Flash
Reminder Service
Service Observing
Call Waiting does not work with data calls.
If Recall is used while a user is hearing special ringback, the call is disconnected and the user hears inside dial tone.
Reminder calls are not eligible for Call Waiting.
In Release 6.1 and later systems the Call Waiting tone is heard only at the extension that is receiving the call. For example, the Call Waiting tone is not heard by the observed extension if the waiting tone sounds at the
Service Observer extension, and vice versa.
SMDR
System Access/
Intercom Buttons
Transfer
UDP Features
If a Service Observer picks up a Call Waiting call while observing, he or she is dropped from Service Observing.
In Release 4.2 and later systems with the Talk Time option enabled, timing for calls to Auto Login and Auto Logout calling groups starts as soon as the system detects the calls. In Release 4.1 and prior systems,
SMDR does not begin measuring the duration of a call-waiting call until the call is answered.
An extension is considered busy when all SA or ICOM buttons (excluding
SA Originate Only or ICOM Originate Only) are in use. A multiline telephone user can dial the Call Waiting feature code to pick up a waiting call only when an SA Originate Only or ICOM Originate Only button is available.
A user with no buttons available to receive a transferred call hears the call-waiting tone when a co-worker uses the Transfer feature to transfer a call, even if Call Waiting is not activated.
A call received by using call-waiting pickup can be transferred only if an
SA or ICOM button on which to transfer the call becomes available.
For Release 6.0 and later systems (Hybrid/PBX mode only), a private network call receives the same treatment as an outside call. The person receiving the call hears the call-waiting tone and the caller hears ringback.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Callback
Callback
3
Issue 1
August 1998
Page 103
At a Glance 3
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
Auto on
Auto off
Selective
Feature Codes
Selective
Cancel request
MLX Display Label
Telephone users, DLC operators, data users
Extension Information, Remote Access (DISA) Information,
System Information ( 6\V6HWXS )
All
All except QCC
System Programming
(single-line telephones, data equipment)
&EDFN$XWR2Q>&EFN$2Q@
&EDFN$XWR2II>&EFN$2II@
&EDFN6HO>&EFN6@
Specify the number of rings to the callback originator before
● the system cancels a callback request:
2SWLRQV
→
&DOOEDFN
Enable or disable the use of Callback for busy pools for
● remote access users:
/LQHV7UXQNV
→
5HPRWH$FFVV
→
$XWR4XHXLQJ
Maximums
Dialed digits for each queued call
Queued calls in the system
Factory Settings
Automatic Callback rings
Automatic Callback
40
64
3 before system cancels callback request (range 1–6)
Off
Description 3
Callback provides an easy way to complete calls to busy extensions and, in
Hybrid/PBX mode, to outside numbers when all lines/trunks are busy in the pool
through which calls are made. (See “Line Request” on page 413
for information about busy lines in Key and Behind Switch modes.)
Two types of Callback can be programmed for an extension:
■ Automatic. Callback is activated automatically whenever the caller reaches a busy extension or when all lines/trunks in a pool are busy. This feature is set to On or Off for each extension.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Callback
Issue 1
August 1998
Page 104
■ Selective. Callback is activated only when a caller chooses it by dialing a feature code or, on multiline telephones, by pressing a programmed
Selective Callback button. On MLX display telephones, a caller can also select the feature from the display.
When Automatic Callback is on and a caller reaches a busy extension or pool, he or she hears the queuing tone (five short beeps) instead of the busy tone. The tone indicates that the system is putting the call into the callback queue.
When a caller wishes to use Selective Callback for a call and reaches a busy extension, he or she must activate Callback while listening to the busy signal. If the caller tries to make a call by using a pool in which all lines/trunks are busy, he or she hears a fast busy signal immediately after dialing the pool dial-out code.
After activating Callback, the caller receives dial tone; after all digits are dialed, the caller hears the queuing tone and the call is added to the callback queue.
With both types of Callback, a caller can either stay on the line until the call is completed or hang up.
■ If the caller stays on the line, the red and green LEDs next to the line button are lit. When the busy extension or pool is available, the caller hears the out-of-queue tone (three short beeps) and the call is completed automatically.
■ If the caller hangs up, the green LED next to the line button flashes, indicating that the button is being held for the queued call. When the busy extension or pool is available, the caller hears a priority ring (four bursts of ring on an MLX telephone and three bursts of ring on an analog multiline or single-line telephone). If the user does not answer the callback call within the number of rings programmed for the system (1–6), the callback request is canceled.
For inside and outside calls, the caller hears ringback when the extension is available, but the system does not make the call until the caller picks up.
Considerations and Constraints 3
Callback cannot be used for personal lines assigned to buttons on a telephone.
See “Line Request” on page 413
for additional information. If more than one call is waiting for the same extension or pool, the call that has been queued the longest is connected first.
When a call is waiting in queue for an extension, no new calls are sent to the extension until after the queued call is completed.
When the queue contains 64 calls (system limit), additional calls sent to the queue receive a busy signal.
No more than 40 dialed digits can be included in a queued call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Callback
Issue 1
August 1998
Page 105
In order to use Callback with pools consisting of loop-start lines, the loop-start lines must be programmed for reliable disconnect.
Mode Differences 3
Hybrid/PBX Mode 3
Callback can be used for busy extensions and for outside calls on pools where all lines/trunks are busy.
Key and Behind Switch Modes 3
Callback can be used only for busy extensions. Line Request is used for busy outside lines that are assigned to line buttons.
Telephone Differences 3
Queued Call Consoles
A QCC operator cannot use Callback.
3
Other Multiline Telephones 3
On all other multiline telephones, Selective Callback is activated by pressing a programmed Callback button or by pressing the Feature button and dialing .
On MLX display telephones, Selective Callback is also activated by pressing the
Feature button and selecting the feature from the display. If the user is on another call when the system tries to call back, he or she hears an abbreviated ring.
A multiline telephone user can queue more than one call to the same extension.
On a multiline telephone, cancel a callback request by pressing the SA or ICOM button used to make the call, lifting the handset, pressing the Drop button, and pressing the SA or ICOM button again. The red and green LEDs next to the button go off, and the request is canceled.
Single-Line Telephones 3
A single-line telephone user can make and receive other calls while waiting for the call to be completed. The request remains in the queue until the user who initiated the request is available. Queued calls ring at a single-line telephone in the order in which they were queued.
A single-line telephone can queue only one call at a time. If a single-line telephone user who has already queued one call tries to transfer a second call to a busy pool, the transferred caller hears a fast busy tone. The system considers the transfer complete, and the call is not returned to the single-line telephone user who transferred the call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Callback
Issue 1
August 1998
Page 106
Cancel a callback request by lifting the handset and dialing while listening to inside dial tone. The system sends a confirmation tone to indicate that the request is canceled.
A single-line telephone user cannot use Callback if another call is on hold. A waiting outside call rings at a single-line telephone before any calls queued for that extension.
Feature Interactions 3
Account Code Entry An account code should be entered before activating Callback. If it is not, wait until after the call is connected before entering the account code.
Account codes cannot be entered while the call is queued.
Automatic Route
Selection
Barge-In
Calling Restrictions In Hybrid/PBX mode, a person with a restricted extension can use
Callback for a busy pool because restrictions are based on the specific line/trunk being used to make the call. When a line/trunk in the busy pool is available, the system checks for restrictions assigned to the extension.
If the extension is restricted, a fast busy signal indicates that the call is not dialed.
Call Waiting When Automatic Callback is used to queue a call at an extension that has
Call Waiting, Callback overrides Call Waiting. The user with Call Waiting does not hear the call-waiting tone, and the call is queued until the extension becomes available.
When Selective Callback is used to queue a call at an extension that has
Call Waiting, a user with Call Waiting hears the call-waiting tone and the call is queued until the extension becomes available.
Conference
Coverage
A forced account code must be entered before Callback is activated. If not, the user hears a busy tone.
When a call is made using ARS and all possible line/trunk routes are busy, the call can be queued for the first route in the pattern. However, if the FRL for the extension does not allow the call to be made over the route, the call is not queued.
If Callback is used to request a busy extension or pool and the caller is waiting on the line for the callback call, Barge-In cannot be used.
With Automatic Callback, the call is automatically queued; however, if a person tries to add the queued call to the conference, the system returns a busy tone. With Selective Callback, the system also returns a busy tone. To drop the busy tone from the conference, the originator presses the Drop button and then the line button used to call the busy extension.
The sender and all coverage receivers must be busy before a call to the sender can be queued. The call is sent to coverage before it is put in the callback queue. Once a call is in the callback queue, it is not sent to coverage again. The callback call indicating that a busy extension or pool is available is not eligible for Individual or Group Coverage.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Callback
Digital Data Calls
Display
Do Not Disturb
Extension Status
Forward and
Follow Me
Issue 1
August 1998
Page 107
Videoconferencing systems that can dial feature codes using # can use
Selective Callback. When a pooled line becomes available or the busy video system is idle, the queued call is made, one B-channel at a time.
When the second B-channel becomes available, it can be used for the connection as well, providing the video system supports this capability.
Although video systems can use either off-hook or on-hook Callback, you should use only off-hook Callback for 2B data connections. If you use on-hook Callback, the returning callback call is connected using only one
B-channel.
Automatic Callback should be disabled for digital data and videoconferencing extensions. It can be used at an MLX passive-bus extension at a desktop video workstation.
When a call is queued by Automatic Callback on a multiline telephone or by Selective Callback on an analog multiline telephone, the display shows a feedback message. When an MLX telephone user activates Selective
Callback, the display prompts the user to enter the telephone number.
When the queued call rings the user’s telephone, the display indicates that it is a returning callback call.
Calls to extensions that are using Do Not Disturb are not eligible for callback queuing. If a callback originator is using Do Not Disturb, the system overrides the feature and the telephone rings when the busy extension or line/trunk is available.
In Hotel mode, an extension in Extension Status 1 or 2 cannot use
Callback to request busy pools.
If a user queues a call and then uses Forward, Remote Call Forwarding, or Follow Me, the call does not ring back at the forwarded-to extension or telephone number; the Callback call returns only to the forwarding telephone. In Release 6.0 and later systems, Callback is not needed for
Centrex Transfer via Remote Call Forwarding calls, because the same
Centrex line that carried the original call is used to forward the call to the outside number.
If an inside caller using Automatic Callback calls an extension with
Remote Call Forwarding on and no pools are available, the caller hears queuing tone, but the call queues for the extension only, not for the remote number. When the extension becomes available, dequeuing tone sounds and the call is placed to the extension (not the Remote Call
Forwarding number) if the user has stayed on the line. If the caller has hung up, priority ring is heard as the callback call is dispensed to the caller.
In a case where no pools are available and an inside caller is not using
Automatic Callback, a call to an extension with Remote Call Forwarding follows the extension’s coverage path. If there is no coverage and the inside caller activates Selective Callback while listening to the busy signal, the call queues for the extension but not for the Remote Call
Forward number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Callback
Forward and
Follow Me continued
Group Calling
Headset Options
Hold
HotLine
Line Request
Multi-Function
Module
Music On Hold
Paging
Issue 1
August 1998
Page 108
In Release 4.1 and later systems, if all SA or ICOM buttons are busy at the forwarding extension, the call is automatically forwarded.
In Release 4.0 and prior systems, if all SA or ICOM buttons are busy at the forwarding extension, the caller hears busy tone and the call is not forwarded. In this situation, the user can queue the call for callback.
Callback is completed when the forwarding extension is no longer busy. If the forwarding extension and the forwarded-to extension are available, the call rings at both extensions. If the forwarded-to extension is not available, the call rings at the forwarding extension only.
Calls made to a calling group are not eligible for Callback because the calls ring into the calling group’s queue. However, Callback can be used for calls to individual calling group member extensions or to delay announcement devices. Calling group calls are not sent to a group member when the member has used Callback for a busy extension or pool, or if another person used Callback to reach the member and the callback call is ringing on the member’s telephone.
In Release 6.1 and later systems when a call is sent to a calling group with a non-local member and no tandem trunks are available, the system automatically provides Callback to queue for an available trunk.
Callback calls are answered automatically by using Headset Auto
Answer, but a user hears the out-of-queue tone instead of the zip tone.
When both calling and receiving users have headsets with Headset Auto
Answer activated (MLX telephones only), the person being called hears the zip tone when the callback call is completed; the callback originator does not hear zip tone or dequeuing tone.
Pressing the Hold button while waiting for a callback call is similar to hanging up. The green LED next to the line button flashes, indicating that the button is being used for the queued call.
Callback is not intended for HotLine extensions (Release 5.0 and later systems). However, Automatic Callback may be used, if programmed, for inside and ARS (Hybrid/PBX mode only) calls. Selective Callback is also available.
Returning callback calls cancel Line Request.
Both Automatic and Selective Callback can be used from an MFM; however, a callback call cannot be manually canceled because the MFM does not recognize the switchhook flash produced by pressing the Drop button.
An outside caller waiting in the callback queue hears Music On Hold if it is programmed.
Callback cannot be used for calls to a speakerphone paging group. A voice-announced inside call that is queued using Callback automatically becomes a ringing call. Systems with Loudspeaker Paging can be set up to allow calls to be queued for the Loudspeaker Paging system by placing the Loudspeaker Paging jack in its own pool and having users access the paging system through the pool. When the pool is busy, the call can be queued.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Callback
Issue 1
August 1998
Page 109
Park
Personal Lines
Calls waiting in a callback queue cannot be parked.
The Callback feature cannot be used to request a busy personal line. See
.
Pickup
Pools
A callback request cannot be picked up at another extension.
In Hybrid/PBX mode, Callback can be used to complete calls to an outside number only when all lines/trunks in the pool are busy.
Primary Rate Interface and T1
Callback cannot be used to request a busy PRI line assigned as a personal line, but it can be used to request a line from a pool of PRI lines.
An idle PRI line is not considered an available pool member unless a check determines that it is associated with an available B-channel. Even if a B-channel is available when the pool selects a line for a queued call, there may be none available when it is time to send a setup message to the network. Or, after the setup message is sent, the network may determine that the B-channel proposed by the system is not available. In either case, the call fails and a fast busy tone is applied.
Recall/Timed Flash
Reminder Service
Remote Access
Service Observing
SMDR
Speed Dial
System Access/
Intercom Buttons
Some applications (such as video systems) that use data lines may work improperly when releasing data facilities requested by Callback.
If Recall is used while a user is off hook with a queued callback request, the call is disconnected and the user hears dial tone.
Reminder calls cannot be queued by using Callback.
Remote access users can use Callback if the system is programmed for remote access Callback (Autoqueuing). The user cannot hang up but must wait on the line until the extension or pool is available. The caller hears Music On Hold if it is programmed.
In Release 6.1 and later systems a Service Observer can observe a
Callback call after the called extension answers the call.
SMDR begins measuring the duration of a callback call when the call is completed.
When a Stop character is programmed as part of a Speed Dial number, stay on the line, wait for the callback call, and then reactivate Speed Dial.
This signals the system to continue dialing the digits following the Stop character.
Callback can be used on SA and ICOM buttons. When Callback is used on an SA button, the call rings and the green LED next to the button flashes only at the telephone that originated Callback. If a user other than the person originating the callback call selects the flashing SA button with the callback call and lifts the handset, he or she hears the queuing tone and the green LED on the originator’s telephone changes from flashing to steady. If the second person hangs up, the green LED on the originator’s telephone goes back to flashing and the system directs the callback call to the originator. If the second person stays on the line, the system directs the call to the second person and not to the callback originator.
Selective Callback can be used from an SA or Shared SA button. The green LED next to the button at the telephone that originated Callback and all those next to other related SA and SSA buttons remain on.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Callback
Transfer
UDP Features
Issue 1
August 1998
Page 110
A queued callback call cannot be transferred, but calls transferred to busy extensions are eligible for Callback. When a user reaches a busy extension while transferring a call, he or she can use Automatic Callback or Selective Callback to queue the call before completing the transfer.
The caller hears ringback or Music On Hold, if programmed, as with any transfer. When the extension is available, the call is transferred to the extension automatically. If the extension is not available before the transfer return interval expires, the call is removed from the callback queue and returned to the transfer originator.
Callback queuing is supported for lines/trunks connected to the caller’s local system, including private network tandem trunks. When a call is sent across the network and a non-local system’s trunks are busy, the caller cannot queue the call using Callback.
When an extension has Automatic Callback turned on and originates a call to a non-local extension, the call is queued at the local system for
Route 1 only. If all routes are busy, the caller hears callback tone. If the caller is using ARS or the non-local dial plan to call out over trunks connected to a remote system and the outside facilities at the remote system are busy, the caller hears the fast busy tone. The caller hears the busy tone if he or she is calling a busy non-local dial plan extension.
Neither call activates callback queueing because the caller is not connected to the system from which the busy condition originates.
If a caller attempts Selective Callback upon hearing a busy tone and the busy condition is not derived from the originating system, Selective
Callback has no effect. A caller can use Selective Callback to queue for
Route 1 when all local routes for a networked call are busy.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Caller ID
Caller ID
3
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Special Services
Hardware
Factory Setting
Type of Facility
Issue 1
August 1998
Page 111
3
Telephone users, operators, data users
SMDR, System Information ( 6\V6HWXS ), GS/LS Trunk
Information
All
MLX Display only
/LQHV7UXQNV → 0RUH → /6,''HOD\ → (QWU\0RGH
Custom Local Access Signaling System (CLASS
SM
) Caller
Identification
800 GS/LS-ID circuit module
LS-ID Delay option off
Loop-start
Description 3
Beginning with Release 3.0, the system supports Caller ID. This feature is part of local telephone companies’ Custom Local Access Signaling Service (CLASS). It provides a user with calling party number information from the central office when a call rings on a loop-start line connected to an 800 GS/LS-ID module. This information appears on MLX display telephones, much like the PRI Automatic
Number Identification (ANI).
NOTE:
Calling number identification is not available in all areas or jurisdictions.
Check with your local telephone company. The availability of caller identification information may also be limited by the local-serving (caller’s) jurisdiction, availability, or central office equipment.
800 GS/LS-ID Module 3
The 800 GS/LS-ID module provides eight analog loop-start or ground-start line/trunk jacks, with each port capable of processing Caller ID information (over loop-start lines only). It also provides two touch-tone receivers (TTRs) and can have updated firmware downloaded to it through a PCMCIA card inserted in the processor module.
The module may be programmed through the MLX-20L or through the PC-based
System Programming and Maintenance (SPM) interface. It is stored with other system information about the PCMCIA memory card. Beginning with Releases following 3.0, this module is upgradable through the memory card. (For
information about system programming, see “Programming” on page 535
.)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Caller ID
Issue 1
August 1998
Page 112
LS-ID Delay Option 3
Caller ID information is sent from the central office during the first silent interval of ringing. Because it is possible to answer a call before this information arrives, you can turn on the LS-ID Delay option, which suppresses ringing until the Caller ID information arrives. This option can be programmed for each line. The factory setting is Off.
On telephones with personal lines, the green LED next to the personal line button flashes when a call arrives on the line. The red LED lights and the telephone rings after a 6-second delay or when Caller ID information arrives, whichever occurs first. Telephones without personal lines do not receive the call until after the
6-second delay or when Caller ID information arrives.
NOTE:
The caller may hear one or two extra bursts of ringback if LS-ID Delay is programmed while the person receiving the call has not yet heard a ring.
When the option is programmed on a two-way trunk, the system does not seize a trunk from the pool for an outgoing call while that trunk is receiving an incoming call.
The difference between LS-ID Delay and Delay Ring is that Delay Ring provides a fixed delay for all calls that arrive on the button programmed for Delay Ring. LS-ID
Delay affects calls that are received on lines connected to an 800 GS/LS-ID module. LS-ID Delay causes a variable delay in ringing at every extension throughout the system on incoming calls to 800 GS/LS-ID modules. The call is delayed only until Caller ID information is received from the central office (on loopstart lines).
Facilities 3
The interface to Caller ID is provided by the 800 GS/LS-ID line/trunk module. This module supports loop-start lines and ground-start trunks but supports Caller ID only on loop-start lines.
NOTE:
Lines/trunks used for incoming Caller ID service should not have any equipment other than the 800 GS/LS-ID module port connected to them.
For Release 6.0 and later systems (Hybrid/PBX mode only), Remote Call
Forwarding can be used in combination with Caller ID on a loop-start PSTN line connected to a networked system’s 800 GS/LS-ID line/trunk module. The LS-ID
Delay option must be programmed to On for each line connected to the
800 GS/LS-ID module. To pass Caller ID information across the network when a call is transferred, set the Remote Call Forwarding Delay to one ring. Transfer of the call must be completed before the call is forwarded. The user at the extension that first receives the Caller ID call from the PSTN must activate Remote Call
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Caller ID
Issue 1
August 1998
Page 113
Forwarding and specify forwarding across the network, over PRI tandem trunks only, to a non-local extension with an MLX display telephone. When the call is received on the destination MLX display telephone, the user sees the Caller ID
information. For more information, see “Forward and Follow Me” on page 289
.
Display Operation 3
Caller ID information is displayed on MLX display telephones only.
The display shows 1R&DOOHU,' when the call is answered before the Caller ID data arrives, when the Caller ID data is corrupted, or when no Caller ID data is sent from the central office.
3ULYDWH may appear if the caller has subscribed to a central office service that blocks call identification. The phrase 2XW RI $UHD appears on the display when the call originates from a line or caller area without Caller ID or caller information, or sometimes from areas run by local service companies other than your own.
Hyphens are inserted between the digits, for example, telephone number and for a 10-digit number.
for a 7-digit
for more information.
Normal Incoming Call
When a call comes in on a personal line or Shared SA button, the calling party number information appears at the principal owner’s extension. Incoming call information is displayed on Line 1 of the first and second screens.
3
Group Calling
Caller ID information appears in the PRI ANI format without called party information.
3
Transferring a Call
The phone receiving the transfer displays standard incoming call identification information until the transfer is completed. The second screen shows call transfer information. Caller ID information appears on the display.
3
Calls returned after the transfer return interval expires also display standard incoming call identification information.
Considerations and Constraints 3
General 3
An organization must subscribe to the Caller ID service in order for incoming calls through the 800 GS/LS-ID port module to receive Caller ID information (loop-start lines only).
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Caller ID
Issue 1
August 1998
Page 114
Caller ID/PRI ANI Comparison 3
Caller ID information arrives between the first and second ring at an extension.
PRI ANI uses the second screen of the telephone display to show the called party number, while Caller ID generally uses this page to display the facility number.
Mode Differences 3
Behind Switch Mode 3
If a customer subscribes to both Caller ID and a CO’s call-waiting service on the same line, Caller ID information for the first incoming call is transmitted and appears at the display. However, the communications system does not provide the Caller ID information for the second (call-waiting) call.
Feature Interactions
Conference
Coverage
Display
Do Not Disturb
Forward and
Follow Me
3
The number of participants is shown on Line 1 of the display. The conference originator can view call information associated with any participant by pressing the Inspct button and the button the caller is on.
Caller ID information is available to users receiving coverage calls.
1R&DOOHU,' is displayed if the call is answered before the Caller ID data arrives. Calling Party Number information appears in the PRI ANI format. However, outgoing calling information is not displayed.
Caller ID information is not displayed when a user turns on Do Not
Disturb.
If a user turns on Do Not Disturb while receiving Caller ID information, the information remains on the display.
The systemwide LS-ID delay, if programmed, is in addition to the
Forwarding Delay. The total delay is the LS-ID delay plus the Forwarding
Delay.
For Release 6.0 systems (Hybrid/PBX mode only), Remote Call
Forwarding can be used in combination with Caller ID. The LS-ID Delay option must be programmed to On for each line connected to the
800 GS/LS-ID module. To pass Caller ID information across the private network when a call is transferred, set the Forwarding Delay to one ring.
Transfer of the call must be completed before the call is forwarded. The user at the extension that first receives the Caller ID call from the PSTN must activate Forwarding and specify forwarding across the private network, over PRI tandem trunks only, to a non-local extension with an
MLX display telephone. When the call is received on the destination MLX display telephone, the user sees the Caller ID information. For more
information, see “Forward and Follow Me” on page 289
.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Caller ID
Forward and
Follow Me continued
Group Calling
Headset Options
Night Service
Personal Lines
Pools
Remote Access
Ringing Options
Service Observing
System Access/
Intercom Buttons
SMDR
Issue 1
August 1998
Page 115
In Release 6.1 and later systems (Hybrid/PBX mode only), Forward can be used to send calls to a non-local extension across a private network.
Caller ID information is sent with the forwarded call if PRI tandem trunks connect the systems.
Caller ID information appears on the display. Outgoing call information is not displayed.
In Release 6.1 and later systems (Hybrid/PBX mode only), Caller ID information can be passed across a private network that uses PRI tandem trunks. This is done by assigning the LS-ID lines connected to the
800 GS/LS-ID module to ring directly into a calling group containing a single non-local member. The LS-ID Delay option must be programmed to
On for each line routed.
When using Headset Auto Answer, program the LS-ID Delay option to avoid loss of Caller ID information.
Caller ID information appears on the display, whether or not Night Service has been activated.
Caller ID information appears on the display of shared personal lines.
Outgoing call information is not displayed.
Collisions are avoided on two-way trunks. Trunks programmed with the
LS-ID Delay option are not seized from a pool for outgoing calls if a call is coming in on that trunk.
Caller ID information is not retrieved on remote access lines/trunks unless
LS-ID Delay is programmed for the line/trunk because the calls are answered too quickly.
LS-ID Delay or Delay Ring can be used to delay the ringing on lines answered automatically so Caller ID information is not lost. If a line/trunk has LS-ID Delay, Delay Ring gives an additional delay.
In Release 6.1 and later systems Service Observers do not receive Caller
ID information for an observed call, including Calling Party number, Called
Party number, Call Type, and Facility ID.
Calls ringing on both SA and Shared SA buttons display Caller ID information on Line 1 of the first display screen. The information remains on the answering extension’s display only. If another person picks up on that extension, he or she sees ,Q8VH on the display, and the answering extension shows 6KDUHG/LQH([W$OSKD of the other extension on
Line 2 of the first display screen.
Use the ISDN format if you subscribe to Caller ID, whether or not your company subscribes to PRI. The calling party number of an incoming call appears in the NUMBER field. Also, an , appears in the CALL TYPE field.
If no information has been received from the CO, the word ,1 appears in the NUMBER field and a & appears in the CALL TYPE field.
If you do not use any type of delay option and youare using a device with automatic pickup, or if you manually pick up the call before the Caller ID information arrives, ,1 appears in the NUMBER field and a & appears in the CALL TYPE field.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Caller ID
Transfer
UDP Features
Issue 1
August 1998
Page 116
If Caller ID information is available, the caller’s telephone number is shown on Line 1 of the first screen. Outgoing call information is not displayed. The extension that initiated the transfer is shown on Line 1 of the second screen. Caller ID information is also displayed when a call returns from transfer.
In Release 6.0 and later systems (Hybrid/PBX mode only), if a PRI tandem trunk conveys a call from the receiving system to a remote networked system without user intervention, Caller ID information is also conveyed. If the tandem trunk is an analog or digital tie trunk, no Caller ID information is sent to the remote system. If a Caller ID call is transferred from the receiving system to the remote system, no Caller ID information is conveyed.
In Release 6.1 and later systems (Hybrid/PBX mode only), when a system operator transfers a call to a non-local extension by using a DSS with one-touch Transfer along with Automatic Completion (on a DLC) or
Automatic Extended Call Completion (on a QCC), the Caller ID information is sent if PRI tandem trunks are used.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Calling Restrictions
Calling Restrictions
3
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Issue 1
August 1998
Page 117
3
Telephone users, operators, data users
Extension Directory, Extension Information, Remote Access
(DISA) Information
All
All
Assign or remove outward/toll restriction for individual
● extensions:
([WHQVLRQV
→
5HVWULFWLRQ
Assign or remove pool dial-out code restriction for individual
● extensions:
([WHQVLRQV
→
'LDO 2XW&G
Assign or remove outward/toll restriction from non-tie trunks used for Remote Access including private network calls for
Release 6.0 or later systems:
●
/LQHV7UXQNV
5HVWULFWLRQ
→
5HPRWH$FFVV
→
1RQ7,(/LQHV →
Assign or remove outward/toll restriction from tie trunks used for Remote Access including private network calls for Release
●
6.0 or later systems:
/LQHV7UXQNV
→
5HPRWH$FFVV
→
7,(/LQHV
→
5HVWULFWLRQ
Assign or remove outward/toll restriction for each remote
● access barrier code:
/LQHV7UXQNV
→
5HPRWH$FFVV
→
%DUULHU&RGH
→
5HVWULFWLRQ
●
Assign or remove the ARS FRL for individual extensions:
([WHQVLRQV
→
More
→
$565HVWUFW
●
Assign or remove the ARS FRL associated with each route:
7DEOHV
→
$56
→
6XE$)5/RU6XE%)5/
Assign or remove the ARS FRL associated with non-tie trunks used for Remote Access including private network calls for
●
Release 6.0 or later systems:
/LQHV7UXQNV
→
5HPRWH$FFVV1RQ7,(
→
$565HVWUFW
Assign or remove the ARS FRL associated with tie trunks used for Remote Access including private network calls for
●
Release 6.0 or later systems:
/LQHV7UXQNV
→
5HPRWH$FFVV
→
7,(/LQHV
→
$565HVWUFW
Assign or remove the ARS FRL for each remote access
● barrier code:
/LQHV7UXQNV
→
5HPRWH$FFVV
→
%DUULHU&RGH
→
$565HVWUFW
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Calling Restrictions
At a Glance - Continued
Factory Settings
Extensions
Outward/Toll Restriction
ARS FRL
Pool Dial-Out Code
VMI Ports
Outward/Toll Restriction
ARS FRL
Disallowed List
ARS FRL for ARS Table
Local
Toll
Remote Access Trunks/
Barrier Codes
Outward/Toll Restriction
ARS FRL
Unrestricted
3 (range 0–6)
No access to any pool
Outward
0 (range 0–6)
Default Disallowed List 7
2 (range 0–6)
3 (range 0–6)
Unrestricted
3 (range 0–6)
Issue 1
August 1998
Page 118
See “Allowed/Disallowed Lists” on page 36
on page 578
, and “Night Service” on page 442
for additional calling restrictions.
Description 3
The Calling Restrictions features are used to control outgoing calls from individual extensions, specific pools, types of lines/trunks used for Remote Access, or specific lines/trunks associated with individual barrier codes. When used in conjunction with ARS, calling restrictions can be used to apply ARS FRLs on specific extensions, routes, types of lines/trunks used for Remote Access, and specific lines/trunks associated with individual barrier codes. (Incoming calls are never restricted.) Through calling restrictions, users at individual extensions can be restricted from making certain types of calls, as described in the following sections.
Outward and Toll Restrictions 3
An extension cannot be used to make toll calls if toll-restricted and cannot be used to make any outside calls if outward-restricted.
If the restrictions are too limiting, an Allowed List can be used in conjunction with calling restrictions. An Allowed List is a list of telephone numbers (such as emergency numbers) that a user with an outward- or toll-restricted extension can dial.
A Disallowed List can be used to supplement calling restrictions on an extension or to prohibit some calls on extensions that have no calling restrictions assigned.
A Disallowed List is a list of telephone numbers (for example, 900 numbers) that
cannot be dialed from an extension. See “Allowed/Disallowed Lists” on page 36
for additional information.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Calling Restrictions
Issue 1
August 1998
Outward Restriction for VMI Ports 3
In Release 3.1 and later systems, any port programmed as a VMI port is programmed with outward restriction on.
Page 119
If the system manager wants to allow access to the voice messaging system
Outcalling feature, the outward restriction applies to Outcalling calls.
!
SECURITY l ALERT:
Any changes to the restrictions of these ports must be considered carefully in order to minimize the potential for toll fraud.
If the system manager changes a VMI port to a non-VMI port, the outward restriction of the port is not turned off for the port. If outward restriction should be turned off, the system manager must change it through system programming.
Pool Dial-Out Code Restriction
(Hybrid/PBX Only) 3
A restricted extension cannot dial specific pool dial-out codes. This restricts outgoing calls from specific pools and can be used to reserve pools for special purposes, for example, data communications.
In Release 3.1 and later systems, the factory setting is for all extensions to be restricted from using any pool.
Facility Restriction Level (Hybrid/PBX Only) 3
The ARS FRL is used to restrict the extension to certain routes. When ARS is used, an FRL is assigned to control or restrict access to specific routes in an ARS table. There are seven FRLs assigned to routes, ranging from 0 to 6, where 0 is the least restricted and 6 is the most restricted.
FRLs from 0 to 6 are also assigned to extensions and are used to determine whether callers have permission to use the routes. To use a route, an extension must have an FRL equal to or greater than the route’s FRL. Therefore, the restrictions of the FRL assigned to an extension are the opposite of the restrictions of an FRL assigned to a route. In other words, an extension with an
FRL of 0 has the fewest ARS privileges (routes with levels 1 through 6 cannot be used), and an extension with an FRL of 6 has the most privileges (any route may
be used). See “Automatic Route Selection” on page 68
for additional ARS information.
Restrictions for VMI Ports
In Release 3.1 and later systems, any port programmed as a VMI port is factoryset with an FRL of 0.
3
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Calling Restrictions
Issue 1
August 1998
Page 120
NOTE:
In Release 6.0 Version 11 and later systems, the FRL of the VMI port must be equal to or greater than the FRL of the UDP route. See the Network
Reference for details.
If the system manager wants to allow access to the voice messaging system
Outcalling feature, the FRL applies to Outcalling calls.
!
SECURITY l ALERT:
Any changes to the FRL and other restrictions of VMI ports must be considered carefully in order to minimize the potential for toll fraud.
If the system manager changes a VMI port to a non-VMI port, the FRL is not reassigned on the port. If the default FRL should be changed, the system manager must change it through system programming.
Remote Access
Outward/toll and FRL calling restrictions can also be applied to remote access users. These calling restrictions can be applied to each individual barrier code (up to 16) or, if barrier codes are not used, to all remote access tie/DID trunks and all
remote access non-tie/non-DID trunks. See “Remote Access” on page 578
for additional information. For Release 6.0 and later systems (Hybrid/PBX mode only), refer to the Network Reference for additional information for private networks.
3
Night Service
Other calling restrictions can be applied when Night Service is activated. Night
Service can be set up to require that a password be dialed before a non-emergency number can be dialed. When the correct password is entered, the system then checks for calling restrictions assigned to each extension before allowing calls to outside numbers.
3
A Night Service Exclusion List can be created to exempt specific extensions from the password requirement. However, normal calling restrictions (if any) assigned to the extension are still in effect. A Night Service Emergency Allowed List can also be created, which can contain up to 10 numbers that can be dialed without
entering the Night Service password. See “Night Service” on page 442
for additional information. For Release 6.0 and later systems (Hybrid/PBX mode only), if Night Service is programmed with outward restriction, the restriction does not apply to non-local dial plan calls. Exclusion lists apply only to the local system’s extensions and do not apply to UDP calls.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Calling Restrictions
Issue 1
August 1998
Page 121
Considerations and Constraints 3
In Hybrid/PBX mode, an outward-restricted extension can receive a PSTN call or can make or receive a private network call (Release 6.0 or later systems) but cannot be used to make an ARS call, except to emergency numbers. See
“Allowed/Disallowed Lists” on page 36
for additional information.
Only outgoing calls are affected; users can receive inside, local, and toll calls on restricted extensions and can join any type of call in progress.
When a user with an outward-restricted extension presses the dialpad while on a call, the call is disconnected, the user hears a fast busy signal, and the line/trunk is released. The system assumes that the user is trying to make an outside call, which is not allowed because of the outward restriction assigned to the extension.
Users with Pool buttons on their telephones can use the pool even if the pool dial-out restriction is assigned to the extension.
Outward and toll restriction do not work with tie trunks or with T1 lines emulating tie trunks that are set to tie-PBX. ARS or pool dial-out codes should be used to restrict these types of line/trunks.
Because calling restrictions apply to extensions used to initiate a transfer to an outside number, a user with a restricted extension can circumvent restrictions by asking an operator with an unrestricted console to connect an outside call.
When a marked System Speed Dial code is used to dial a number, the System
Speed Dial number overrides calling restrictions (such as outward or toll restrictions).
!
SECURITY l ALERT:
The use of loop-start lines without reliable disconnect may result in toll fraud.
If Centrex service is used, any calling restrictions for the extension must be programmed by the telephone company at the central office.
Mode Differences 3
Hybrid/PBX Mode 3
In Hybrid/PBX mode, all calling restrictions can be assigned.
Key and Behind Switch Modes 3
In Key and Behind Switch modes, outward and toll restrictions can be assigned, while pool dial-out code restrictions and ARS FRL cannot be assigned.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Calling Restrictions
Issue 1
August 1998
Page 122
Feature Interactions
Allowed/
Disallowed Lists
Auto Dial
Automatic Route
Selection
Callback
Centrex Operation
Conference
Coverage
Directories
Display
Extension Status
3
When used with calling restrictions, Allowed Lists can permit the dialing of specific numbers (such as emergency numbers) from an outward- or toll-restricted extension.
Disallowed Lists can prevent the dialing of specific numbers from either an unrestricted or a toll-restricted extension.
A Disallowed List takes precedence over an Allowed List.
A user with a restricted extension cannot dial a restricted number
(outward or toll) by using an Auto Dial button unless the number is on the
Allowed List for that extension.
ARS does not allow users to avoid calling restrictions. The system checks for outward or toll restrictions assigned to the extension before it selects the best route for making the call. If the ARS FRL assigned to the extension restricts use of the route, a user hears an error tone and the call does not go through. Because FRL assignment determines pools selected for each route, a user may be allowed to select a pool using ARS even if the extension is restricted from the pool dial-out code.
In Hybrid/PBX mode, a user with a restricted extension can use Callback for a busy pool because restrictions are based on the specific line/trunk being used to make the call. When a line/trunk in the busy pool is available, the system checks for restrictions assigned to the extension. If the extension is restricted, the user hears a fast busy signal to indicate that the call is not allowed.
Centrex users should not be assigned calling restrictions; the calling restrictions should be assigned through the CO.
A user with an outward/toll-restricted extension cannot add an outside/toll participant to a conference unless the participant’s number is on an
Allowed List for that extension.
In Release 2.1 and later systems, users answering calls on Cover buttons can generate touch tones (for example, dialing a to accept a collect call) if their extensions are not outward- or toll-restricted. If the telephone is outward- or toll-restricted, the user hears the touch tones, but the tones are not sent out over the line.
Using a marked System Directory listing to dial a number overrides any calling restrictions (such as toll or outward restrictions) assigned to the extension.
&DOO'HQLHG appears on an MLX display when a call is denied because of calling restrictions. The message is not shown on an analog multiline display telephone.
To allow users in the Hotel configuration of Extension Status to dial emergency or other selected numbers when the extension is in Status 1 or 2, the extension must be assigned to an Allowed List.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Calling Restrictions
Issue 1
August 1998
Page 123
Forward and
Follow Me
HotLine
Night Service
A user with an outward- or toll-restricted extension cannot forward calls to a number (outward or toll) unless the number is on an Allowed List for that extension. No error tone sounds when a user with a restricted extension activates the Forward feature; however, when a call is received at the extension, the system checks restrictions and denies the forward if the number is not on the Allowed List.
Calling restrictions can be applied to HotLine extensions (Release 5.0 and later systems).
For Night Service with outward restriction, a Night Service Emergency
Allowed List must be created; it consists of emergency numbers that can be dialed from any extension without dialing the password (10 emergency numbers, 9 digits each). Any restrictions assigned to an extension on the
Night Service Exclusion List are in effect when Night Service is activated.
System Access/
Intercom Buttons
UDP Features
In Release 6.0 and later systems, Night Service restrictions do not apply to UDP calls.
Personal Lines
Pools
Primary Rate Interface and T1
Outward and toll restrictions do not work with T1 lines emulating tie trunks when the lines are set to Tie-PBX or Tie Switched 56 Data. Use ARS or pool dial-out codes instead.
Recall/Timed Flash
Service Observing
If Recall is used on a personal line or Pool button—or, in Release 2.0 and later systems, on an SA or ICOM button—to access an outside loop-start line, the accessed line is kept, the user hears outside dial tone, and calling restrictions are reapplied.
In Release 6.1 and later systems Service Observers that are Outward or
Toll restricted can still observe outside calls.
Speed Dial
A user at an outward-restricted extension cannot dial a restricted number
(outward or toll) on a personal line unless the number is on an Allowed
List for that extension.
Specific pools can be restricted from being used for outgoing calls by assigning a pool dial-out code restriction to extensions.
A user with an outward- or toll-restricted extension cannot dial a restricted number by using Personal Speed Dial or System Speed Dial (excluding a marked System Speed Dial code), unless the number is on an Allowed
List for that extension. However, using a marked System Speed Dial code does override the calling restrictions.
For Shared SA buttons, calling restrictions apply to the extension with the
SSA button, not to the principal user.
In Release 6.0 and later systems (Hybrid/PBX mode only), toll/outward restrictions, Night Service restrictions, and the prohibition of trunk-to-trunk transfers do not apply to calls made to extensions in the non-local dial plan.
Dial access to pools should not be permitted for pools of private trunks.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Camp-On
Camp-On
3
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Code
Feature Codes
MLX Display Label
System Programming
Factory Setting
Return Interval
Issue 1
August 1998
Page 124
3
Telephone users, operators
System Information ( 6\V6HWXS )
All
All except single-line telephones and data equipment
(Call Waiting Pickup)
&DPS2Q>&DPS@ caller’s extension label
Change the amount of time before a camped-on call returns to
● originator:
2SWLRQV
→
&DPS2Q
90 seconds (range 30–300, in increments of 10 seconds)
Description 3
Camp-On allows you to complete a transfer to a busy extension. The call is put on hold until the extension can receive a call; then it rings automatically. While the call is on hold, the caller (inside or outside) hears special ringback. The person at the busy extension hears a call-waiting tone to indicate that a call is waiting. If the call is not answered within the programmed Camp-On return interval (30–300 seconds), the call returns to the originator. The originator hears a priority ring (one ring and two beeps) to indicate a returning Camp-On call.
Camp-On can also be used to complete a transfer to an extension that is not busy.
This can increase the amount of time before the call returns to the originator because the return call is timed according to the Camp-On return interval (30–300 seconds) instead of the transfer return interval (1–9 rings). Camp-On can be activated by using either a programmed button or a feature code.
Considerations and Constraints 3
A Camp-On return interval of 30 to 300 seconds in increments of 10 seconds can be programmed. The factory setting is 90 seconds.
A person at a destination telephone hears a call-waiting tone when a call is camped-on, even if Call Waiting is not programmed on the destination extension.
Multiple calls can be camped on to individual extensions.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Camp-On
Issue 1
August 1998
Page 125
To use Camp-On, the feature must be activated while the person is listening to ringing, a busy tone, or call-waiting ringback. Camp-On cannot be activated at other times, and no error tone sounds when a caller unsuccessfully tries to use
Camp-On at an inappropriate time.
In Release 6.0 and later systems (Hybrid/PBX mode only), Camp-On does not work for calls on non-local extensions.
Telephone Differences 3
Direct-Line Consoles 3
When a DLC system operator uses Camp-On to transfer a call to a busy extension, the call is placed in the call-waiting queue; the caller hears the call-waiting tone whether or not the user has the Call Waiting feature activated.
If the system is programmed for one-touch Transfer with automatic completion, an operator uses Camp-On by pressing the Transfer button, dialing the extension manually, and activating Camp-On.
If an operator presses an Auto Dial or DSS button, the transfer is automatically completed and Camp-On cannot be used.
Queued Call Consoles 3
A Camp-On button cannot be programmed on a QCC. Instead, the operator makes a call to a busy extension by selecting &DPS2Q from the display. The call does not return to the QCC queue until the Camp-On return interval expires. If the operator presses the Release button, the extension being called receives the call-waiting tone and the call returns to the QCC queue when the transfer return interval expires.
To use Camp-On when the system is programmed for automatic extended call completion, a QCC operator must press the Start button, dial the extension manually, activate Camp-On, and either press Release or hang up. If the operator presses a DSS button, the transfer is automatically completed and Camp-On cannot be used.
Other Multiline Telephones 3
Camp-On can be used when a multiline telephone user hears ringing, a busy tone, or call-waiting ringback while transferring a call. To use Camp-On to complete the transfer, press a programmed Camp-On button, or press the
Feature button and dial . On MLX display telephones, a user can also press the
Feature button and select &DPS2Q from the display.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Camp-On
Issue 1
August 1998
Page 126
Single-Line Telephones 3
Calls can be camped on to single-line telephones, but single-line telephone users cannot use Camp-On.
Feature Interactions
Call Waiting
Coverage
Digital Data Calls
Direct Station
Selector
Display
Do Not Disturb
Forward and
Follow Me
Group Calling
HotLine
Line Request
Music On Hold
Paging
SMDR
System Access/
Intercom Buttons
Transfer
3
A user with no buttons available to receive a transferred call hears the call-waiting tone when a caller uses Camp-On to transfer a call, even if
Call Waiting is not activated.
All individual and/or Group Coverage points must be busy before a call can be camped on to a coverage sender’s extension. Coverage calls answered by a receiver can be camped-on to another user.
Data and video calls cannot be camped on.
When Camp-On is used to complete a transfer and the call returns, the
DSS button for the extension to which the call has been transferred goes off and does not flash as it does for a transfer return or Park return.
After Camp-On is activated, the display on an MLX display telephone shows &DPS2Q and the caller’s extension label.
A Camp-On call does not ring when Do Not Disturb is activated.
Camp-On cannot be used to complete a transfer to an extension that has any type of Remote Call Forwarding turned on.
A user can transfer a call to a calling group by using Camp-On, but the call does not return to the originating extension, even if it is not answered within the programmed Camp-On return interval.
HotLine (Release 5.0 and later systems) calls can be camped onto but a
HotLine extension cannot camp on to calls.
Returning Camp-On calls cancel Line Request.
When Camp-On completes the transfer of an outside call, the waiting caller hears either Music On Hold or ringing, depending on the Transfer
Audible setting.
Camp-On cannot be used for calls to busy speakerphone paging groups.
If an incoming call is camped on but not picked up by the called extension, the extension of the user who activated Camp-On is shown in the 671 (station, that is, extension) field of the SMDR report. If an incoming call is camped on and picked up by the destination extension, the destination extension is shown in the 671 field.
A user can pick up a camped-on call by using an idle SA Originate Only button or an idle SA button.
You can complete a transfer by using the Camp-On feature, whether or not the destination extension is busy. With Camp-On, the Camp-On return interval is used instead of the transfer return interval. If a user wishing to transfer a call to an outside number activates Camp-On, the call to the outside number is disconnected. The original call, waiting for transfer, remains on hold.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Camp-On
UDP Features
Issue 1
August 1998
Page 127
In Release 6.0 and later systems (Hybrid/PBX mode only), Camp-On does not work for calls at non-local extensions.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Centralized Voice Messaging
Centralized Voice Messaging
3
Issue 1
August 1998
Page 128
At a Glance
Users Affected
Modes
3
Telephone users, operators
Hybrid/PBX
Description 3
For MERLIN LEGEND Communications Systems of Release 6.1 or later, a network functionality has been added that allows a MERLIN LEGEND system without a voice messaging system (VMS) to use the VMS of another MERLIN
LEGEND system. The sharing of the VMS is transparent to the users of both systems. Thus, Voice Mail, Auto Attendant, and fax messaging can be used by extensions on a MERLIN LEGEND system that does not contain a VMS.
Each MERLIN LEGEND system that is sharing the VMS must be connected directly by tandem trunks to the MERLIN LEGEND system containing the VMS.
No other system can be in between (see the Network Reference for more information).
After a message has been received for a specific extension, the VMS turns on the
Message Waiting light on that extension’s telephone, regardless of whether the extension is on the local or remote system.
Centralized Voice Messaging is supported with the following voice messaging systems:
■
■
MERLIN LEGEND Mail
Messaging 2000
■
■
Intuity AUDIX
IS III AUDIX Voice Power (no longer available)
See the Network Reference for the Considerations, Constraints, and Feature
Interactions for Centralized Voice Messaging.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Centrex Operation
Centrex Operation
3
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Issue 1
August 1998
Page 129
3
Telephone users, operators
System Information ( 6\V6HWXS )
All
All touch-tone telephones
●
Specify mode of operation:
6\V3URJUDP
→
6\VWHP
→
0RGH
For additional programming requirements, see “Recall/Timed
.
Description 3
Centrex is an optional telephone service that business customers can obtain from telephone companies. A Centrex line provides access to telephone features similar to those available from a PBX switch located on the customer’s premises.
Basic Centrex features often include the following:
■
■
Transfer
Three-way conference
■
■
■
■
Drop
Hold
Recall
Call forwarding
■
■
■
■
Call waiting
Call pickup
Group pickup
Automatic callback
NOTE:
The term communications system here refers to the MERLIN LEGEND
Communications System, as distinguished from the Centrex system provided by the central office.
Additional features, such as speed dialing and night service, may also be available from some telephone companies. Centrex features other than those specifically discussed in this section are accessed by sending a switchhook flash and dialing the appropriate feature code required by the Centrex system. These codes are not intercepted or interpreted by the communications system.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Centrex Operation
Issue 1
August 1998
Page 130
To use the features available through Centrex, dial a Centrex feature code from a touch-tone telephone or analog data device. Some features must be programmed for customers by the telephone company at the central office (CO). The system can be configured for either full or limited Centrex service, as described in the next two sections.
In Release 6.0 and later systems, outside calls arriving on Centrex analog loopstart facilities can be forwarded to an outside number using the Centrex Transfer via Remote Call Forwarding feature. This communications system feature allows remote forwarding of calls on the same line that received them, saving system resources by freeing the line for another call. For additional information, see
“Centrex Transfer via Remote Call Forwarding” on page 133
.
NOTE:
The system supports Centrex on loop-start lines only, not on ground-start or ISDN facilities.
Full Centrex 3
Full Centrex requires that each extension have a direct Centrex line/trunk ( prime line ) to the CO. Full Centrex can also be used when only some extensions have prime lines, but the extensions without prime lines have limited ability to use
Centrex features. Prime lines can be shared among extensions.
The prime line allows users to dial outside numbers directly after dialing an access code (usually ). For this reason, any calling restrictions for the extension must be programmed by the telephone company.
The prime line is also used to call other 4-digit Centrex extension numbers that may be located at different sites served by the same telephone company. The communications system’s intercom lines are used to dial other extensions in the communications system.
With full Centrex, users can send a switchhook flash by using the Recall or Flash button. The fixed-function buttons (Hold, Drop, and Transfer) control Centrex features rather than communications system features. Additional buttons can be programmed for communications system use. The communications system does not intercept or respond to Recall or fixed-function button signals. See
“Recall/Timed Flash” on page 567
for additional information.
For full Centrex operation, the system must be in Behind Switch mode. A full
Centrex configuration operates on three levels, as shown in Figure 4 . The
extension user must be aware of the level where he or she is when making a call or activating a feature.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Centrex Operation
Issue 1
August 1998
Page 131
MERLIN LEGEND
Communications System
• 2, 3, or 4-digit intercom
• Key Mode Features
Pr im e Lines ime Lines
Figure 4.
Full Centrex Service
Limited Centrex 3
With limited Centrex service, users depend principally on the communications system’s features, but a limited number of prime lines can be used to access the
Centrex system. There are two key reasons for selecting limited Centrex:
■
Centrex lines/trunks may be less expensive than other lines.
■
Different users may have different needs for telephone service, so that some users benefit more from Centrex while other users benefit more from direct use of the communications system.
In the limited Centrex configuration, some extensions may have prime lines while other extensions access the prime lines through a pool. Extensions can also be assigned ground-start, tie, or DID lines, which is not possible to do with full
Centrex. In Hybrid/PBX mode, a telephone without a prime line can use a Pool button to access Centrex facilities or can use an SA button to access pooled facilities by dialing an access code. Once connected to a pool, users may dial other Centrex extensions or dial an access code for outside calls. Outside calls made by using an SA button to access a pool require two access codes for outside calls: one for the pool and one for outside lines on Centrex.
For limited Centrex operation, the communications system must be in Key or
Hybrid/PBX mode. The total system operates on three levels, as shown in
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Centrex Operation
Issue 1
August 1998
Page 132
Figure 5 . The extension user must be aware of the level where he or she is when making a call or activating a feature.
(Exter nal Calls)
MERLIN LEGEND
Communications System
• 2, 3, or 4-digit Numbering Plan
• Hybrid/PBX Mode Features
Figure 5.
Limited Centrex Service
Differences between Full and Limited Centrex 3
Full Centrex and limited Centrex differ in where and how PBX functions are provided:
■
■
In full Centrex, the Centrex service provides PBX-like services to all extensions.
In limited Centrex, the Centrex service provides PBX-like services to extensions making calls at the Centrex level on prime lines, while other services are provided by the communications system, acting as a switch for calls between extensions and for calls that do not require Centrex features.
In full Centrex service:
■
■
■
■
The communications system operates in Behind Switch mode.
Calls can be made between Centrex extensions at separate sites served by the same Centrex.
Key mode features are provided by the communications system.
Intercom calls can be made between communications system extensions.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Centrex Operation
Issue 1
August 1998
Page 133
■ A switchhook flash, feature access code, or Feature button-press is interpreted as intended for the Centrex service.
In limited Centrex service:
■
■
■
■
■
■
The communications system operates in Key or Hybrid/PBX mode.
Intercom calls can be made between communications system extensions.
Calls to Centrex extensions require access to a prime line.
A switchhook flash, feature access code, or Feature button-press activates the communications system feature or disconnects the call, and does not access a Centrex feature.
Outside calls using Centrex service are made through individual prime lines or pooled prime lines.
Other types of lines (tie, DID, and T1) can also be used for outside calls without using Centrex service.
Centrex Transfer via Remote Call Forwarding 3
In Release 6.0 and later systems, in full and limited Centrex systems, Centrex
Transfer via Remote Call Forwarding allows the remote call forwarding of outside calls that arrive on Centrex loop-start facilities. In this context, the term outside calls refers to calls from outside the communications system, which may originate at an extension in the Centrex system but not connected to the local MERLIN
LEGEND Communications System or anywhere in the PSTN. This saves line/trunk resources. Full details of this operation and its feature interactions are
discussed in “Forward and Follow Me” on page 289
.
When an eligible call arrives and the feature is active, Centrex Transfer via
Remote Call Forwarding sends a switchhook flash to the central office, which puts the call on hold and supplies Centrex dial tone for the call. The communications system then dials the programmed Remote Call Forwarding sequence and hangs up, completing the transfer and leaving the line open for other calls.
The following rules apply to Centrex Transfer via Remote Call Forwarding:
■ Only outside calls arriving on loop-start Centrex lines are forwarded by using this feature. Inside calls originating locally or anywhere on a private network, using private network facilities, can be remote call forwarded, but regular Remote Call Forwarding should be used instead.
■
■
The system must be equipped with analog Centrex loop-start lines/trunks.
All analog loop-start lines in the system must be Centrex facilities. Other types of facilities may be used in the limited Centrex configuration, but calls arriving on these facilities cannot be remote call-forwarded.
To transfer calls outside the Centrex system, the organization must subscribe to a Centrex trunk-to-trunk transfer feature. Otherwise, the feature only works for forwarding to Centrex system extensions that are, for example, not connected to the communications system.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Centrex Operation
Issue 1
August 1998
Page 134
■
■
■
■
Transfers with consultation and conferences cannot be performed for extensions that have Centrex Transfer via Remote Call Forwarding active.
Similarly, in a limited Centrex configuration that includes an automated attendant application, that application must support and be set to unsupervised transfer operation.
The Centrex lines, the extensions programmed for Centrex Transfer via
Remote Call Forwarding, and any automated attendant (limited Centrex configuration) that transfers calls to the extensions must be connected to the same switch. The feature is not supported across private networks
(Release 6.0 and later systems, Hybrid/PBX mode only).
Extension programming of Centrex Transfer via Remote Call Forwarding may require the Pause character. If so, a user at a multiline telephone on the communications system in a limited Centrex configuration can program the feature. If the feature with a dialing Pause is required for a single-line telephone, a user on the system must use the Authorization Codes feature in order to activate or deactivate Centrex Transfer via Remote Call
Forwarding.
When a user activates or deactivates a forwarding feature by dialing his or her authorization code, the activating and forwarding extensions must be on the local switch. After dialing the authorization code, the user then turns the feature on or off normally.
Reliable disconnect on loop-start lines is not required for Centrex Transfer via Remote Call Forwarding.
When extensions are using the Centrex Transfer via Remote Call Forwarding feature, do not program Music On Hold as the transfer audible. If Music On Hold is programmed in this case, a caller being transferred hears a click, three seconds of
Music On Hold, a second click, then silence for about 10 seconds, then ringback or a busy tone from the central office. This can confuse outside callers, who may hang up.
Two SMDR call records can be generated for Centrex remote call-forwarded calls: one for the incoming or transferred call to the extension and one for the outgoing call to the remote telephone number. In order for SMDR to report the calls, the
SMDR minimum call length must be set to zero (0).
Considerations and Constraints 3
To prevent confusion, extension numbers in the communications system should reflect the ending digits of the Centrex prime line number. For example, an extension with a Centrex prime line number of 4322 should have an extension number of 4322 in a 4-digit (Set Up Space) numbering plan, 322 in a 3-digit
numbering plan, or 22 in a 2-digit numbering plan. “System Renumbering” on
page 659 provides information about numbering plans.
Centrex service supports only touch-tone telephones.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Centrex Operation
Issue 1
August 1998
Page 135
With full Centrex, the Recall or Flash button and fixed-function buttons (Conf,
Transfer, and Drop) control Centrex functions. Corresponding communications system functions can be programmed on buttons if any are available (see
“Recall/Timed Flash” on page 567
for additional information). With limited
Centrex, the Recall or Flash button and fixed-function buttons control communications system functions. In either case, some Centrex functions can be programmed on the Directory and on Auto Dial buttons, but not on other unused feature buttons.
Centrex service is supported only on loop-start lines. Some central offices offer
Centrex features on ground-start trunks; however, the MERLIN LEGEND
Communications System does not support Centrex features on ground-start trunks or ISDN facilities. Centrex service on T1 trunks with loop-start emulation is also not supported.
Full Centrex (Behind Switch mode) does not support data communications.
During high-traffic periods, the loop-start lines used by Centrex can cause glare when multiple calls access the same line simultaneously. Loop-start lines also have higher cable losses than ground-start lines/trunks and cannot guarantee secure toll restriction.
With limited Centrex in Hybrid/PBX mode, DID, tie, WATS, and T1 lines/trunks can be used. In Key mode, tie, WATS, and T1 lines/trunks can be used. These lines/trunks cannot be used with full Centrex in Behind Switch mode.
With limited Centrex, outside calls made by using an SA button to access a pool require two access codes: one code for the pool, and one for outside lines on the
Centrex service.
Centrex users should not be assigned calling restrictions because the system prevents an extension with calling restrictions from sending a switchhook flash to the central office. Calling restrictions should be placed through the Centrex service.
Once a call connection is made to Centrex service, the communications system cannot detect additional calls that are initiated following a Centrex switchhook flash. Therefore, the SMDR and systems such as Call Accounting System (CAS),
Integrated Solution II (IS II), Integrated Solution III (IS III), and Call Accounting
Terminal (CAT) do not report the additional calls.
Users who have access to both Centrex and communications system features must be aware of which they are connected to when they attempt to use a feature.
Use of Centrex buttons when connected to the communications system, or of communications system buttons when connected to Centrex service, causes misdialed calls.
If a Multi-Function Module (MFM) is not being used on an MLX telephone, the second extension should be removed, in order to reduce the number of Centrex lines. The automatic assignment of two extension numbers to each MLX
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Centrex Operation
Issue 1
August 1998
Page 136 telephone may mean the installer must renumber the system, because the removed numbers are not automatically reassigned and their removal leaves
empty places in the sequential numbering of extensions. See “System
for additional information.
Beginning with Release 3.0, companies can use the 800 GS/LS-ID module to capture calling number identification information (subscribed to from the CO on loop-start lines only, if available) and can use MLX display telephones in these systems to show the number of an outside call received on a line connected to the module. However, if the customer also subscribes to call waiting through Centrex, the number of the waiting call is not shown on the MLX display. For more
information, see “Caller ID” on page 111
.
In Release 6.0 and later systems, Centrex Transfer via Remote Call Forwarding is available only for outside calls that arrive on analog Centrex loop-start lines. The calls may arrive directly or be transferred without consultation.
Mode Differences 3
Hybrid/PBX Mode 3
Hybrid/PBX mode can be used only in a limited Centrex configuration. In
Releases prior to 2.0, a switchhook flash can be sent to the Centrex service only when the prime line is terminated either on a personal line or, when prime lines are shared, on a Pool button. Accessing a prime line through an SA button does not allow the switchhook flash to be sent to the Centrex service.
In Release 2.0 and later systems, Centrex lines active on an SA button (including a Shared SA button) can use Recall or switchhook flash.
Tie, WATS, and T1 lines can be used in pools. They can be used only as personal lines with Centrex service in Key and Behind Switch modes.
Key Mode 3
Key mode can be used only in a limited Centrex configuration.
Key mode avoids the requirement that each extension have a prime line or shared prime line to make Centrex calls. It allows the use of an ICOM button for access to
Centrex lines. It also allows the use of tie, WATS, and T1 lines as personal lines.
In releases prior to Release 2.0, a switchhook flash can be sent to the Centrex service only when the line is terminated on a personal line. Accessing the same line through an ICOM button does not allow the switchhook flash to be sent to the
Centrex service.
In Release 2.0 and later systems, Centrex lines active on an ICOM button can use
Recall or switchhook flash.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Centrex Operation
Issue 1
August 1998
Page 137
Behind Switch Mode 3
For full Centrex configuration, the communications system must be in Behind
Switch mode.
Behind Switch mode does not support MERLIN MAIL, MERLIN LEGEND Mail,
AUDIX Voice Power, Call Accounting System (CAS), or Call Management System
(CMS). These applications are supported only in Key and Hybrid/PBX modes.
Full Centrex service supports only loop-start facilities. While lines that are not loop-start lines are not blocked by the communications system, they can cause dialing errors. Even random use of modules that are not loop-start (such as E&M modules) throws off the default line assignments. If boards other than loop-start boards must be used, they must be positioned after the last loop-start line module, or prime lines on later modules may be assigned incorrectly. If a DS1 module is used, it must be placed after all loop-start boards on the system so that default line assignments on the communications system are not affected.
Digital facilities are not supported in Behind Switch mode.
In Behind Switch mode, during periods of high telephone traffic, users may experience delays in obtaining dial tone from the Centrex system. This could cause misdialing when using System or Personal Speed Dial.
Calls to calling groups in a system set up in Behind Switch mode follow the communications system ring pattern, not the central office ring pattern.
Telephone Differences 3
Multiline Telephones 3
MLX Telephones
On MLX telephones, special ringing patterns are used to differentiate various call types. If personalized ringing is used, the personalized ring comes before the distinctive pattern.
3
■
■
■
■
Centrex intercom calls are indicated by the personalized ring followed by a beep.
Centrex special or priority calls are indicated by the personalized ring followed by three short rings.
Outside calls are indicated by the personalized ring followed by two short rings.
Centrex special signaling is indicated by the facility-tracking tone.
Adjuncts connected to a Multi-Function Module (MFM) cannot send a switchhook flash to the Centrex line. (Whenever possible, such adjuncts should be attached to a 012 module or a 016 module.)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Centrex Operation
Issue 1
August 1998
Page 138
Analog Multiline Telephones
On analog multiline telephones, special ringing patterns differentiate various call types. If personalized ringing is used, the personalized ring comes after the distinctive pattern.
■
■
Centrex intercom calls are indicated by a beep followed by the personalized ring.
Centrex special signaling is indicated by the facility-tracking tone.
■
■
Centrex special or priority calls are indicated by two short rings followed by the personalized ring.
Outside calls are indicated by one short ring followed by the personalized ring.
3
Single-Line Telephones 3
When single-line telephones are used in Behind Switch mode, a prime line is assigned automatically to the extension.
Centrex service supports only touch-tone telephones.
When single-line telephones are connected directly to a prime line, they have limited functionality because they cannot access communications system features or make intercom calls. They can, however, use all the Centrex features by dialing the proper access codes.
If a single-line telephone has the Idle Line Preference programmed for an ICOM
Ring button, the user has complete use of all communications system features.
Access to Centrex lines and features is gained by dialing the Centrex access code. However, a single-line telephone cannot use the communications system’s
Conference, Transfer, or Drop because the switchhook flash goes directly to the
Centrex line and is not intercepted or interpreted by the communications system.
Single-line telephones should be connected using a 012, 016, or Off-Premises
Telephone (OPT) module. If a single-line telephone is connected to an MFM, it cannot send a switchhook flash.
In Hybrid/PBX mode, special ringing patterns are used on single-line telephones to differentiate various call types (personalized ringing is not available):
■
■
Centrex intercom calls are indicated by two-burst ringing.
Centrex special or priority calls are indicated by three-burst ringing.
■
■
Outside calls are indicated by three-burst ringing.
Centrex special signaling is not indicated.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Centrex Operation
Issue 1
August 1998
Page 139
Feature Interactions 3
Authorization Code In Release 6.0 and later Key or Hybrid/PBX mode systems, forwarding features, including Centrex Transfer via Remote Call Forwarding but excluding Follow Me, can be activated or deactivated at an extension on the system by entering the authorization code for the extension on the same system from which calls are to be forwarded. The user enters the authorization code, then activates or deactivates the feature in the normal fashion. This is especially useful for a single-line telephone user who must include a Pause character in a Remote Call Forwarding dialing sequence, because the character cannot be dialed at a single-line telephone. It is also useful when forwarding options must be changed for a phantom extension.
Caller ID In Release 3.0 and later systems, companies may use the 800 GS/LS-ID module to capture calling number identification information (subscribed to from the central office on loop-start lines only, if available). MLX display telephones in these systems show the number of an outside call received on a line connected to the module. However, if the customer also subscribes to call waiting through Centrex, the number of the waiting call is not shown on the MLX display.
Calling Restrictions Centrex users should not be assigned calling restrictions because the calling restrictions should be assigned through the CO.
Conference In Behind Switch mode, the fixed-function Conf button applies to Centrex operation and is not recognized by the communications system. A button can be programmed for communications system Conference.
Drop In Behind Switch mode, the fixed-function Drop button applies to Centrex operation and is not recognized by the communications system. A button can be programmed for communications system Drop.
Forward and
Follow Me
In Release 6.0 and later systems, using the limited Centrex configuration, outside calls may be remote call-forwarded on the same analog Centrex loop-start line on which they arrived.
Group Calling
Recall/Timed Flash
SMDR
Forwarding or Remote Call Forwarding can be activated or deactivated by entering the authorization code for the extension from which calls are to be forwarded. The user enters the authorization code, then activates the feature within 15 seconds of entering the authorization code.
Calls to calling groups in a system set up in Behind Switch mode follow the communications system ring pattern, not the central office ring pattern.
In Behind Switch mode, a Recall button should be programmed to send switchhook flash to activate Centrex features. The system supports the use of a Recall button only on loop-start lines.
In Release 6.0 and later systems, two SMDR call records can be generated for Centrex remote call-forwarded calls: one for the incoming or transferred call to the extension and one for the outgoing call to the remote telephone number. In order for SMDR to report the calls, the
SMDR minimum call length must be set to zero (0).
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Centrex Operation
Speed Dial
Transfer
Issue 1
August 1998
Page 140
During periods of high traffic, users may experience a delay in obtaining dial tone from the Centrex service. This could cause misdialing when using System Speed Dial or Personal Speed Dial. Pause characters can be programmed as part of the Speed Dial number after entering the access code.
In Behind Switch mode, the fixed-function Transfer button applies to
Centrex transfers and is not recognized by the communications system. A button can be programmed for communications system Transfer.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Conference
Conference
3
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
Conference
Drop
MLX Display Label
System Programming
Maximums
Multiline telephones
Single-line telephones
Issue 1
August 1998
Page 141
3
Telephone users, operators
System Information ( 6\V6HWXS )
All
MLX telephones and analog multiline telephones except
MLC-5 cordless telephone.
&RQIHUHQFH>&RQI@
'URS>'URS@
●
Assign host system conference dial code:
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→
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→
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→
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●
Assign host system drop dial code:
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→
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→
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5 participants (originator + 2 inside, 2 outside)
3 participants (originator + 2)
Description 3
Conference allows conference calls that include people on inside lines, outside lines, or both.
NOTE:
Conf and Drop buttons are available in all modes; they are programmable only in Behind Switch mode.
Adding Conference Participants 3
A user can consult privately with each participant before adding the person to the conference. Anyone who shares a personal line or Shared SA button with the originator can join the conference on that button and is counted as a participant.
Dropping Conference Participants 3
By using the Drop button, a multiline telephone user can selectively drop conference participants while the conference is in progress. However, a QCC operator cannot selectively drop participants from a conference. When a QCC operator presses the Drop button, only the most recently added participant is dropped. Single-line telephone users can drop the most recently added participant from the conference by issuing a switchhook flash.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Conference
Issue 1
August 1998
Page 142
Leaving a Conference 3
The conference originator can leave the conference by pressing the Hold button
(the conference continues). If a conference originator (excluding a QCC operator) leaves a conference by either hanging up or selecting another line, the entire conference is disconnected.
Considerations and Constraints 3
Transmission quality may vary during the conferencing of outside lines.
A call to a busy number cannot be added to a conference.
Pressing the Drop button and the line button for a participant also disconnects a participant who joined the conference by using a shared personal line or an SA or
ICOM button.
When a conference originator puts the conference on hold, Music On Hold is not activated.
In Release 1.1 and later systems, the system automatically selects an SA or
ICOM button when a user presses the Conf button. In Release 1.0 systems, the system does not automatically select an SA or ICOM button; the user must select the line manually.
Beginning with Release 1.1, pressing the Conf button causes one of the following to happen:
■ If the system is in Hybrid/PBX mode and the user has available SA buttons, the system automatically selects one, in the following order:
■
1.
SA Originate Only (Ring)
2.
SA Originate Only (Voice)
3.
SA Ring
4.
SA Voice
If the system is not in Hybrid/PBX mode or a user has no available SA button, the prompt 6HOHFWD/LQH appears on Line 2 of the display on an
MLX display telephone.
After the system selects an SA button or the originator selects a line, Line 2 displays the prompt 'LDO . The originator can either dial a number or select another line. Line 1 shows call-handling information, such as dialed digits, while
Line 2 is unchanged. The originator should then press Conf to connect all parties.
The prompt on Line 2 is replaced by the date and time. Line 1 displays the number of parties in the conference.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Conference
Issue 1
August 1998
Page 143
!
SECURITY l ALERT:
If the system selects a voice button, the caller hears a beep instead of ringing. If a person does not answer at the destination extension and the originator completes the conference, the conversation of the other parties is broadcast on that extension’s speaker. The originator must be sure to drop the unanswered destination extension on a voice button to prevent this from happening. If people often use the Conference feature, the system manager should consider using the Transfer Type setting of Ring rather than Voice, to avoid this problem.
If the conference originator presses the Conf button, selects a line button, dials a number, and presses the Conf button again before the person being called answers, all conference participants hear ringback, which may cause voices to cut in and out. If the conference originator calls a co-worker and presses the Conf button, and the co-worker while on hold for the conference presses a Hold, Conf, or Transfer button, the call is disconnected.
If a conference participant (excluding the originator) who is included on a conference call on an SA or ICOM button leaves the conference temporarily by putting the call on hold and then rejoins the conference on a shared personal line or Shared SA button, the person is connected to the conference. However, the
LED for the original conference call line on the SA or ICOM button turns off.
In Release 2.1 and later systems, a call on hold at a programmed Cover button can be added to a conference by an originator with a personal line for the call.
In Release 6.0 and later systems (Hybrid/PBX mode only), calls to non-local dial plan extensions are treated as outside calls for the purpose of conferencing. Each non-local conference participant takes up one of the two outside calls permitted in a conference. For example, if a user has added two outside calls to a conference, it is not possible to add a non-local extension. Similarly, if two outside parties are already participating in a conference, and an attempt is made to add a third participant on the local switch, the local user can be added if he or she answers the call.
Mode Differences 3
Behind Switch Mode 3
The fixed Conf button on multiline telephones activates conference from the host system. The dial codes for the host system for Conference and Drop must be system-programmed. A multiline telephone user can program a Conference or
Drop button to use the communications system’s Conference or Drop features as described above.
A single-line telephone user cannot use the Conference feature in Behind Switch mode.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Conference
Telephone Differences 3
Issue 1
August 1998
Page 144
Queued Call Consoles 3
To arrange a conference call using a QCC, the operator presses the Conf button after receiving a call or dialing the first outside number or extension. The green
LED next to the Call button flashes to indicate that the person is on hold for the conference. An outside participant hears Music On Hold if it is programmed; an inside participant hears nothing. Then the operator dials the next number and presses the Conf button again; all participants are connected.
To add another person, the operator presses the Conf button again. The green
LED next to the Call button flashes, indicating a call on hold, and the participants can converse. The operator adds more participants by dialing their numbers and pressing the Conf button until up to two outside lines and three extensions
(including the operator and the originator) are added. The operator can converse privately with each participant before pressing the Conf button to join other participants. (This is called Conference with consultation.
)
Calls to busy numbers cannot be added to a conference. To disconnect a call to a busy number, the operator presses the Call button with the conference call and then continues adding participants, if desired.
All conference participants are connected together on one Call button. This allows the operator to put the conference on hold and have other Call buttons available to make or receive other calls. However, because all participants are on one Call button, by first pressing the Drop button and then the Call button used to originate the conference, the operator can drop only the last party added to the conference.
To rejoin a held conference call, a QCC operator presses the Call button with the conference participant. To end the conference, the operator joins the conference and presses the Forced Release button; all participants are disconnected. If instead of pressing the Forced Release button, the operator hangs up, the conference is put on hold. When the operator arranges a 3-participant conference
(the operator and two other participants) and then presses the Release button or hangs up, the operator is released from the call and the other two participants remain connected. If the operator arranges a 3- or 4-participant conference, pressing the Release button has no effect; however, if the operator hangs up, the conference is put on hold.
Other Multiline Telephones 3
To arrange a conference call using a multiline telephone, press the Conf button after receiving a call or dialing the first outside number or extension. The green
LED next to the button used to make the call flashes, indicating that the person is on hold for the conference. While on hold for a conference, an outside participant hears Music On Hold, if programmed; and an inside participant hears nothing. To
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Conference
Issue 1
August 1998
Page 145 add another participant, select another line button, dial the next number, and press the Conf button again. Pressing the Conf button a second time connects all participants, including you.
To add another person, press the Conf button again. The green LEDs next to the line buttons flash, but the participants can converse. Then select a line or dial a number, and press the Conf button again. Repeat the process for other conference participants. Up to two outside lines and three extensions, including yours, can be in the conference. You can converse privately with each participant before pressing the Conf button to join other participants. This is called
Conference with consultation .
Calls to busy numbers cannot be added to a conference. An originator who reaches a busy number can press any of the line buttons associated with the conference call to disconnect the call to the busy number before continuing to add participants.
To selectively drop a participant, press the Drop button followed by the line button for the participant to be dropped. To leave the conference call temporarily without disconnecting the call, press the Hold button. To rejoin a held conference call, press any line button representing a conference participant. To end the conference, hang up; all participants are disconnected.
A Drop button is automatically assigned to Line 6 on MDC 9000 and MDW 9000 telephones.
Single-Line Telephones 3
A total of three participants can be included on a conference call originated from a single-line telephone. To arrange a conference call using a single-line telephone, press and release either the Recall or Flash button or the switchhook (only if the telephone does not have positive disconnect) after receiving a call or dialing the first outside number or extension. The participant automatically goes on hold.
While on hold, an outside participant hears Music On Hold, if programmed, and an inside participant hears nothing. To add the next participant, dial another number and press and put the current call on hold again. All participants are connected on the conference call.
You can converse privately with each participant before adding other participants.
This is called Conference with consultation .
Calls to busy numbers cannot be added to a conference. If you reach a busy number, you can press and release either the Recall or Flash button or the switchhook to drop the outside line.
A single-line telephone user can drop the most recently added participant from the conference by pressing and releasing either the Recall or Flash button or the switchhook.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Conference
Issue 1
August 1998
Page 146
If a single-line telephone with a timed or positive disconnect (for example, Lucent
Technologies model 2500YMGK, 2500MMGK, or 8110M) is used, pressing the switchhook disconnects the call. With this type of telephone, the Recall or Flash button must be used instead of the switchhook to add a conference participant or drop the most recently added conference participant. The 8100M telephone must have positive disconnect programmed on the telephone, as described in its user guide.
Feature Interactions 3
Account Code Entry A separate account code must be entered for each outside call added to the conference.
Allowed/
Disallowed Lists
A user with an outward-restricted extension cannot add an outside participant to a conference unless the participant’s number is on an
Allowed List assigned to the extension. A user with a toll-restricted extension cannot dial a toll number to add a participant unless the participant’s number is on an Allowed List assigned to the extension.
You cannot add an outside number to a conference if the number is on a
Disallowed List assigned to your extension.
Authorization Code Enter an authorization code before each outside call for a conference is made.
Auto Dial
Barge-In
Basic Rate Interface
You may enter a different authorization code for different outside calls if you wish. This may be useful if different restriction privileges are required for different outside calls for the conference.
When programming an Auto Dial button, press the Conf button to enter the Flash special character in a telephone number programmed on an
Auto Dial button. Press the Drop button to enter the Stop special character in a telephone number programmed on an Auto Dial button.
Barge-In can be used to interrupt conference calls; all participants hear the Barge-In tone. Barge-In, however, does not connect the user to a conference call if the conference already has the maximum number of participants. If Barge-In is used to connect to a conference call that involves an outside line/trunk and the person on the outside line/trunk hangs up, the person using Barge-In is also dropped.
Calls on BRI lines can be part of a conference call that is processed by the MERLIN LEGEND Communications System rather than by the central office. The MERLIN LEGEND Communications System determines the number of active parties on the call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Conference
Issue 1
August 1998
Page 147
Basic Rate Interface continued
The MERLIN LEGEND Communications System supports up to five people on a conference: two within the system, two outside the system, and the call originator.
Call Waiting
If a MERLIN LEGEND Communications System user is part of a conference established by an outside party through the central office conference feature, the MERLIN LEGEND Communications System may play Music On Hold (if so programmed) when the user puts the call on hold.
A call-waiting tone is heard only by the person receiving the call and not by other conference participants. If the conference originator reaches a busy extension, hears the call-waiting special ringback, and tries to add the call to the conference, the system returns a busy tone. To drop the busy tone from the conference, the originator must press the Drop button and then press the line button used to call the busy extension.
Callback A queued call cannot be part of a conference. With Automatic Callback, the call is automatically queued; however, if you try to add the queued call to the conference, the system returns a busy tone. If you use Selective
Callback to queue a call while setting up a conference, the system returns a busy tone. Press the Drop button and the line button with the queued call to drop the busy tone from the conference.
Caller ID The conference originator can view Caller ID information associated with any participant by pressing the Inspct button and the button the caller is on.
Calling Restrictions A user with an outward-restricted extension cannot add an outside participant to a conference unless the participant’s number is on an
Allowed List assigned to the extension. A user with a toll-restricted extension cannot dial a toll number to add a participant unless the participant’s number is on an Allowed List assigned to the extension.
Coverage
CTI Link
You cannot add an outside number to a conference if the number is on a
Disallowed List assigned to your extension.
You can originate a conference call from a Cover button only when you press the Transfer button, dial the number for another person, and then press the Conf button to complete the transfer. In this case only, instead of the call being transferred, a conference call with three participants
(including the originator) is established.
CTI link applications can control three-way conferences, including those where one or two parties are outside the system. Screen pop occurs at participating screen-pop-capable extensions.
If the non-local dial plan recipient of a conference call is a PassageWay
Telephony Services client, the recipient’s display shows caller information about the conference originator, not about any other caller. Users at CTIlinked PassageWay Telephony Services extensions must use the telephones at their extensions to add conferees to a conference. They cannot use their PassageWay applications. A PassageWay Telephony
Services client display does not provide an indication when a conferee is dropped.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Conference
CTI Link continued
Digital Data Calls
Directories
Display
Fax Extension
Forward and
Follow Me
Group Calling
Issue 1
August 1998
Page 148
When performed by a QCC operator or a DLC operator not using a CTI application, the Conference feature generates screen pop at screen-popcapable destinations.
Conference does not function with data calls.
Video application conference features do not function with the system.
2B data video calls require both B-channels at a video workstation. For this reason, if a call is on hold for conferencing at a passive-bus MLX telephone when a 2B call comes in, the passive-bus MLX telephone cannot retrieve the held call until the 2B video call is over.
The Extension, Personal, and System Directory features can be used to set up conference calls. Press the Conf button to enter the Flash special character in a Directory listing telephone number. Press the Drop button to enter the Stop special character.
As with any other call, the dialed digits appear on Line 1 of the display as you set up a conference call. On MLX telephones, Line 1 of the display shows the number of conference participants. In addition, the MLX telephone display prompts you each time you press the Conf button. The display also prompts you to drop a conference participant after you press the Drop button; then it shows the updated conference information on
Line 1 and shows which line or extension has been dropped on Line 2.
Beginning with Release 1.1, if the system is not in Hybrid/PBX mode or you have no available SA or ICOM button, the prompt 6HOHFWD/LQH appears on Line 2 of the display. After the system selects an SA or ICOM button line or the originator selects a line, Line 2 displays the prompt 'LDO .
After dialing a number or selecting another line, the prompt on Line 1 changes to show call-handling information, such as dialed digits. To connect all parties, press Conf. The prompt on Line 2 is replaced by the date and time, while Line 1 displays the number of parties active on the call.
If an extension is programmed as a fax extension, the telephone at that extension is unable to use the Conference feature.
When calls received on a personal line are forwarded to an outside telephone number, another user who shares the personal line and the line/trunk selected to forward the call can join the in-progress call by pressing the personal line button. In this case, the person joining the call is considered the conference originator, and the forwarded call can be conferenced. If the person joining the call hangs up, all participants on the conference call are disconnected.
In Release 6.0 and later systems, if you conference a call on a Centrex analog loop-start line when an extension has activated Centrex Transfer via Remote Call Forwarding, the call is not forwarded.
Calls waiting in the calling group queue or ringing at a calling group member’s extension cannot be added to a conference call. A user must be connected to a calling group member before the call can be added to the conference.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Conference
Headset Options
Hold
HotLine
Inspect
Multi-Function
Module
Music On Hold
Paging
Park
Pickup
Recall/Timed Flash
Remote Access
Issue 1
August 1998
Page 149
Headset Auto Answer is disabled and must be activated manually while an MLX telephone user with a headset is setting up a conference.
The conference originator receives the hold reminder tone when a conference is on hold for more than one minute because the originator is pressing the Hold button or adding other participants. If Direct-Line
Console (DLC) operator automatic Hold is programmed and used by a
DLC operator setting up a conference, the entire conference goes on hold.
Both sides of an inside call cannot be put on hold. Therefore, if a user presses the Hold button while waiting on hold for a conference initiated by another user (an inside call), or if a user presses the Conf button while waiting on hold on an inside call, all participants are disconnected.
Conference is not available at HotLine extensions (Release 5.0 and later systems).
If a user presses the Conf button while Inspect is activated, Inspect is canceled and the system tries to activate the Conference feature.
When a user joins a conference by using a shared outside line or Shared
SA button, the QCC display reflects the correct number of participants.
However, if the QCC operator uses the Inspect feature to verify the number of participants, the number shown on the display does not include participants joining the conference on a shared button.
The Conference feature cannot be used on the MFM because the system ignores the switchhook flash sent by the MFM.
If the first participant put on hold for a conference is an outside call, the caller hears Music On Hold until the second participant is added. When a conference originator puts the conference on hold, Music On Hold is not activated.
Speakerphone and loudspeaker paging calls cannot be added to a conference.
Conference calls cannot be parked.
A conference call cannot be picked up at another extension. A conference originator can, however, pick up a call and add it to the conference.
A single-line telephone user with a Recall or Flash button adds a participant to a conference call and connects all participants by using the
Recall or Flash button. In addition, the Recall or Flash button can be used either to drop the most recently added participant or to drop a busy number.
An inside user can initiate a conference with the callers involved in a remote access call by selecting the active remote access line/trunk.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Conference
Service Observing
Signal/Notify
SMDR
Speed Dial
System Access/
Intercom Buttons
Transfer
Issue 1
August 1998
Page 150
In Release 6.1 and later systems, Service Observing does not interfere with the use of the conference feature by observed extensions. While observing an extension, Service Observers cannot use the Conference feature; a press of the Conference button is ignored by the system. The consultation portion of a call may be observed. Any member of a conference call that is observed does not receive the conference display.
Service Observing follows the MERLIN LEGEND limitations for calls, namely that no more than three internal extensions can be on one call, regardless if it is an outside or inside call. Consequently, a Service
Observer is dropped from a call when the observed extension places the call on hold for conferencing. If one of the conferencing parties is outside the system, the Service Observer is reconnected when the conference is complete. If the conferencing parties are all internal, the Service Observer is not reconnected when the conference is complete.
Although a Service Observer may be dropped from a conference call, the
Service Observing session is still active for the observed extension. When the observed extension receives another call after the conference call, the
Service Observer is connected to the call.
Selective Drop
An observed extension cannot use Selective Drop to drop a Service
Observer from a call, nor can a Service Observer use Selective Drop to hang up an observed call.
Signaling can be used during a conference.
When a conference call includes inside and outside participants, records are generated only for outside participants. When a call is dropped from a conference call, it is considered a completed call and is sent to the SMDR print queue.
Press the Conf button to enter the Flash special character in a Personal
Speed Dial or System Speed Dial telephone number. Press the Drop button to enter the Stop special character.
Calls on SA and ICOM buttons (including Shared SA buttons) can be included in a conference call. If a user involved in a conference call on an
SA or ICOM button also has an SSA button for one of the conference participants, the call is active at the SA or ICOM button and not at the
SSA button for the other participant.
A conference call with three or more participants, including the conference originator, cannot be transferred. However, if the conference originator has one person on hold for the conference and decides to transfer the call after dialing the number for the next participant, the originator can press the Transfer button to transfer the call instead of conferencing it.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Conference
UDP Features
Issue 1
August 1998
Page 151
In Release 6.0 and later systems (Hybrid/PBX mode only), calls to a non-local dial plan extension are treated as outside calls for the purpose of conferencing. For example, if a user has added two outside calls to a conference, it is not possible to add a non-local extension. When a call on a conference is added or dropped, the display at a non-local extension is not updated. At a PassageWay Telephony Services client, a call cannot be added or dropped using the application; the user must use the telephone and/or the display. The CTI-linked client, when at a non-local extension, receives information only about the conference originator, not about any outside or inside conferees.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
Coverage
3
Issue 1
August 1998
Page 152
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Individual sender
Individual receiver
Group member (sender)
Group receiver
Programming Codes
Sender buttons
Coverage Off
Coverage VMS Off
Receiver buttons
Primary Cover
Secondary Cover
Group Cover
Coverage Inside Off
Coverage Inside On
MLX Display Labels
System Programming
3
Telephone users, DLC operators, data users
Direct Group Calling Information, Extension Information,
Group Coverage Information, Operator Information
System Information ( 6\V6HWXS )
All
All except QCC
All multiline telephones except QCC
All except QCC
Multiline telephones, QCC queue, calling group (if calling group, no others)
+
+
+
sender’s ext. no.
sender’s ext. no.
sender’s group no.
(send outside calls only)
(send inside and outside calls)
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Assign a calling group as a Group Coverage receiver:
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In releases prior to 4.1, change number of rings before call is
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In Release 4.1 and later systems, change number of rings before call is sent to Group Coverage receivers:
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→
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→
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→
→ sender’s ext. no.
→
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→ no. of rings (1–9)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
Issue 1
August 1998
Page 153
At a Glance - Continued
System Programming continued
In releases prior to 4.1, change delay for Cover button programmed for Delay Ring; change additional delay before
● call is sent to Group Coverage receivers:
2SWLRQV
→
'HOD\5LQJ
In Release 4.1 and later systems, change the delay for
Primary Cover buttons programmed for Delay Ring; change additional delay before a call is sent to Group Coverage receivers when Primary or Secondary Coverage Receivers are available:
●
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→
→
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→
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→
&RYHU'HOD\
→ sender’s ext. no.
→
(QWHU
→ no. of rings (1–6)
In Release 4.1 and later systems, change the delay for
Secondary Cover buttons programmed for Delay Ring:
●
([WHQVLRQV
6HFRQGDU\
→
More
→
More
→
&RYHU'HOD\
→
→ sender’s ext. no.
→
(QWHU
→ no. of rings (1–6)
Assign or remove principal user of a personal line (calls follow
● coverage pattern of principal user only):
/LQHV7UXQNV
→
More
→
3UQFLSDO8VU
Assign QCC queue as receiver for specific coverage groups and assign QCC Queue Priority for Group Coverage calls:
●
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→
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→
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Assign QCC operator to receive calls for a coverage group:
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→
Maximums
Individual Coverage receivers for each extension (sender)
Group Coverage receivers for each coverage group
(senders)
Group memberships for each extension (sender)
Cover buttons for each multiline telephone
(receiver)
Coverage groups
Members for each coverage group
Coverage groups sending to one calling group or
QCC queue
8
8 (not counting QCC queue)
1
8
30
Unlimited
30
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
At a Glance - Continued
Factory Settings
Extensions
Coverage
Coverage Inside
Coverage VMS
Group Coverage Ring
Delay (4.1 and later systems)
Primary Cover Ring
Delay (4.1 and later systems)
Secondary Cover Ring
Delay (4.1 and later systems)
Systemwide
Delay Ring Interval (4.0 and prior systems)
Coverage Delay Interval
(4.0 and prior systems)
Secondary Coverage
Delay Interval
Retry Timing Interval
Operator
QCC Queue Priority for coverage group
QCC operator to receive calls for coverage group
On
On (inside and outside calls covered)
On (inside and outside calls covered by VMS)
3 rings (range 1–9)
2 rings (range 1–6)
2 rings (range 1–6)
2 rings (range 1–6)
3 rings (range 1–9)
2 rings (fixed)
5 seconds (fixed)
4 (range 1–7)
Primary system operator
Issue 1
August 1998
Page 154
Description 3
Coverage allows a call ringing at one extension (a sender ) to ring at another extension (a receiver ) at the same time and to be answered at either extension. It is not necessary for the sender and receiver to have shared personal lines or
Shared SA buttons. A coverage sender, whose calls are covered, can be an individual extension ( Individual Coverage ) or a group of extensions ( Group
Coverage ).
An extension becomes a sender and has its calls covered in either or both of the following ways:
■
■
An Individual Cover button is programmed for the sender on the multiline telephone of a receiver.
The sender is made a part of a coverage group through system programming. A receiver for the group is programmed in any of the following ways:
— A Group Cover button is programmed for the group on a multiline telephone (a receiver).
MERLIN LEGEND Communications System Release 6.1
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— The QCC queue is programmed to be a receiver for the group.
— A calling group is programmed to be a receiver for the group (this option can be used to provide voice mail coverage for a coverage group).
An individual multiline telephone can have any combination of up to eight
Individual Cover and Group Cover buttons.
Several timers, summarized in Table 4, page 156
, affect the delivery of a call to coverage and/or how a covered call rings. In Release 4.1 and later systems, additional settings allow system managers to customize coverage delays on an extension-by-extension basis, rather than specifying delay intervals for all extensions on the system. These extension timers replace the systemwide settings for Coverage Delay Interval and Delay Ring Interval. Explanations of these timers are included in the descriptions of Individual Coverage and Group
Coverage later in this section.
Individual Coverage 3
An Individual Coverage receiver, who covers calls for a sender, has a programmed button that corresponds to the sender’s extension. A given sender can have up to eight Individual Coverage receivers covering calls. A receiver, who must have a multiline telephone, can have separate buttons for up to eight senders, but can have only one button to provide Individual Coverage for a given sender.
A button for Individual Coverage can be programmed as either Primary Cover or
Secondary Cover. The Secondary option provides a 2-ring delay, the Secondary
Coverage Delay Interval, to allow the sender to answer before the receiver; in system releases prior to 4.1, the Primary option does not provide this delay.
NOTE:
You cannot program a button for Individual Coverage to cover calls for an extension located on another system.
In Release 4.1 and later systems, the system manager sets additional ring delays for each extension, rather than programming only systemwide settings. The
Secondary Cover Ring Delay is applied in addition to the fixed systemwide
Secondary Coverage Delay Interval; it does not affect Secondary or Group
Coverage call delivery. The Primary Cover Ring Delay option also permits extension-by-extension control of ring delays on Primary Cover buttons programmed for Delay Ring. The Group Coverage Ring Delay option allows the system manager to control the delay before a given sender’s covered calls are sent to Group Coverage receivers, whether or not Group and Individual Coverage are combined.
Table 4 summarizes the systemwide and extension-by-extension (Release 4.1
and later systems only) settings that the system manager programs. In addition, a
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Table 4. user or system manager can program Cover buttons with Ring Timing options:
Immediate Ring, Delay Ring, or No Ring (see Table 5 ).
Ring Delays Affecting Coverage
Timer
Coverage Delay
Interval*
Factory
Setting
3 rings
Group Coverage
Ring Delay
Primary Cover
Ring Delay
3 rings
2 rings
Range Description
1–9 rings Release 4.0 and prior systems, set systemwide. Delay before sending calls to Group Coverage, when:
■
■
Sender also has Individual Coverage and receiver is available.
Sender does not have Individual Coverage or receiver is not available, and Group Coverage receiver is calling group only or QCC queue only
(no Group Cover buttons on multiline telephones).
1–9 rings Release 4.1 and later systems, programmable for each extension. Delay before sending calls to Group
Coverage, when:
■ Sender has Individual Coverage and receiver is available (in addition to Primary Cover Ring
Delay).
■ Sender does not have Individual Coverage or receiver is not available, and Group Coverage receiver is calling group only or QCC queue only
(no Group Cover buttons on multiline telephones).
1–6 rings Release 4.1 and later systems, programmable for each extension. This timer sets:
■ The delay before a Primary Cover button programmed for Delay Ring begins to ring audibly.
■ The delay, in addition to the Group Coverage
Ring Delay, before calls are sent to Group
Coverage when the sender has Individual
Coverage and any receiver is available.
* In Release 4.1 and later systems, this setting is replaced by the Group Coverage Ring
Delay.
Continued on next page
MERLIN LEGEND Communications System Release 6.1
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Coverage
Table 4. Continued
Timer
Secondary Cover
Ring Delay
Factory
Setting
2 rings
Secondary
Coverage
Delay Interval
Retry Timing
Interval
2 rings
5 sec
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Range Description
1–6 rings Release 4.1 and later systems, programmable for each extension. In addition to the fixed Secondary
Coverage Delay Interval (2 rings), this timer sets the delay before a Secondary Cover button programmed for Delay Ring begins to ring audibly. This setting does not affect Primary or Group Coverage call delivery.
Fixed Delay before sending Individual Coverage calls to a
Secondary Cover button programmed for Immediate
Ring, when sender also has Individual Coverage to a
Primary Cover button.
In Release 4.1 and later systems, the delay (in addition to the Secondary Cover Ring Delay setting for the sender) before a Secondary Cover button programmed for Delay Ring begins to ring audibly.
Fixed Repetition interval for trying to send calls to group coverage when no receivers are available; continues until call is answered by sender or receiver (or caller hangs up).
Table 5.
Ring Timing Options, summarized in Table 5 , are programmable on any buttons, including programmed Cover buttons on multiline telephones.
Ring Timing Options
Option
Immediate
Delay Ring
No Ring
Factory
Setting
—
Range
—
Description
—
2 rings 1–6 rings on
Cover buttons
Delay before sending calls to Group Coverage (in addition to Coverage Delay Interval) when sender also has Individual Coverage and receiver is available.
— — On sender (covered) telephone, prevents calls from going to coverage.
Regardless of how these ringing options are programmed, the green LED next to the Cover button on the receiver’s telephone flashes immediately when a call begins ringing at the sender’s telephone. The receiver’s telephone rings audibly,
as shown in Table 6 . Both telephones continue to ring as programmed. The green
LED on both telephones continues to flash until the call is answered either by the sender or by the receiver or the caller hangs up.
MERLIN LEGEND Communications System Release 6.1
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Table 6. Ringing on Individual Coverage (Receiver) Buttons
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Ringing Option
Immediate Ring
Delay Ring
No Ring
Primary Cover
Immediately
After sender’s telephone rings 1–6
( PRD or DR) times
Does not ring
Secondary Cover
After sender’s telephone rings 2 times
( SC, fixed)
After sender’s telephone rings
2 times ( SC) + 1–6 (PRD or DR) times
Does not ring
PRD = Primary Cover Ring Delay (Release 4.1 and later systems)
DR = Delay Ring Interval (Release 4.0 and prior systems)
SC = Secondary Coverage Delay Interval
Group Coverage 6
Up to 30 coverage groups can be programmed for the system. Group Coverage is an arrangement in which senders are organized into coverage groups, and calls received by any unavailable group member are sent to one or more receivers.
There is no limit to the number of members in a group, but a given extension can be a member of only one group. Any telephone except a QCC can be a member of a coverage group.
Three types of receivers can be assigned to cover calls for coverage groups:
■
A multiline telephone can have a Group Cover button for a specific coverage group, assigned through either extension programming or centralized telephone programming. The button is usually labeled with the name of the group, for example, Sales . A given coverage group can send its calls to up to eight Group Cover buttons; all eight can be programmed on one multiline telephone or can be distributed on as many as eight telephones.
Each Group Cover button can be programmed for Immediate Ring, Delay
Ring, or No Ring, as illustrated in Table 6 .
A single-line telephone cannot be programmed individually as a Group
Coverage receiver. However, it can be a member of a calling group that is a receiver.
NOTE:
You may not program a Group Cover button to receive call for a coverage group located on another system.
■ The QCC queue can be assigned through system programming as a receiver for up to 30 coverage groups, with up to four QCC operators (the maximum allowed number of QCCs) assigned to receive calls for each coverage group. A QCC cannot have programmed Group Cover buttons.
The QCC queue can be the only receiver or can be used in addition to
Group Cover buttons on multiline telephones. If both are used, the QCC
MERLIN LEGEND Communications System Release 6.1
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Page 159 queue is not counted in the 8-receiver maximum for the group. Because
QCC calls are queued, an operator cannot distinguish a coverage call from any other type.
NOTE:
A coverage group may not send its calls directly to a QCC on another system. However, the same result can be achieved in
Release 6.1 or later (Hybrid/PBX mode only) systems by having the coverage group send calls to a local calling group whose sole member is a remote QCC or remote Listed Directory Number (LDN) extension.
■
A calling group can be assigned, through system programming, as a receiver for up to 30 coverage groups.
When a calling group is programmed as a receiver for a coverage group, a call to a coverage group member enters the calling group queue and waits for an available calling group member. When the call rings at an available member’s telephone, it stops ringing at the sender’s telephone and the sender’s green LED turns off. Because calling group calls are queued, a calling group member cannot distinguish a coverage call from any other type.
Group Coverage by a calling group is used to provide coverage by a voice messaging system (VMS).
NOTE:
A coverage group may not send its call directly to a calling group on another system. However, the same result can be achieved in
Release 6.1 or later (Hybrid/PBX mode only) systems by having the station send calls to a local calling group whose sole member is a remote calling group extension.
In Release 4.1 and later systems, the system manager can control the delay before calls are sent from each sender’s extension to Group
Coverage receivers. When Individual and Group Coverage are combined, the Primary Cover Ring Delay controls the interaction between Group and
Individual Coverage for each extension. Table 4, page 156
, summarizes the ways that these options work together as well as with fixed systemwide settings. Further information about interactions between Group and
.
NOTE:
If a calling group is assigned to take calls for a coverage group, no other types of receivers—multiline telephones with Group Cover buttons nor the QCC queue—can be assigned for that coverage group.
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Selective Coverage 6
When an extension has calls covered, all of its eligible calls are covered unless the sender uses one of the following coverage options:
■
■
■
Coverage Off turns off all coverage. (If a Group Coverage sender uses
Coverage Off, other telephone users can use Group Pickup to answer the sender’s calls; however, they cannot use Individual Pickup.)
To turn coverage off or on, the sender must have a programmed Coverage
Off button.
Coverage Inside prevents or allows coverage of inside calls:
— With Coverage Inside Off, only outside calls are covered, including calls from another system in the network.
— With Coverage Inside On, inside and outside calls are covered.
To use Coverage Inside Off/On, the sender must use the programming code or select it from the display of a display telephone (using
/LVW)HDWXUH ) in extension programming. It cannot be programmed on a button.
Coverage VMS Off prevents outside calls and private network calls from being sent to voice mail. With Coverage VMS Off, only inside calls are covered by the assigned voice mail system calling group. Outside calls go to any other points of coverage. Coverage VMS Off is available only in
Release 2.0 and later systems. To use this feature, the sender must have a programmed Coverage VMS Off button.
In Release 4.1 and later systems, the system manager can set the Night
Service feature to control the active/inactive status of programmed
Coverage VMS Off buttons at extensions in a Night Service group. When the system is put into Night Service operation, all Coverage VMS Off buttons are automatically deactivated, so that the assigned VMS calling group can cover eligible calls with the normal ringing delay. When normal business-hours operation resumes and Night Service operation ceases, the programmed Coverage VMS Off buttons are automatically turned on; inside calls are sent to voice mail, and outside calls go to any other coverage receivers.
A person at an extension can override Night Service control of Coverage
VMS Off buttons by pressing the Coverage VMS Off button at the extension. However, at the next transition into or out of Night Service, the
Coverage VMS Off button follows Night Service status (inactive during
Night Service operation, active during normal business-hours operation).
Consider the following example where a Coverage VMS Off button has been manually pressed when Night Service with Coverage Control goes on
(see “Night Service” on page 442
for more information):
— If the Coverage VMS Off button is active and lit, the Night Service with
Coverage Control option turns it off.
— If the Coverage VMS Off button is already inactive and unlit, it remains so.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
■ Do Not Disturb. Calls go to coverage, if programmed.
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NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), non-local UDP calls are treated as outside calls by the system and by Selective Coverage features: Coverage Off, Coverage Inside, and Coverage VMS off.
Eligibility for Coverage 6
Not all calls are eligible for coverage. Eligibility is determined by the type of call and by how the sender’s telephone is set up. Table 7 shows which calls at the sender’s telephone are eligible for coverage.
Table 7. Calls Eligible and Calls Ineligible for Coverage
Call Rings on ...
SA or ICOM button programmed for Immediate or Delay Ring
Inside calls
DID trunk calls
Inside or outside transferred calls
Calls forwarded from another extension
Calls on Shared SA buttons
Calls on Cover buttons
Voice-announced calls
Transfer return calls
Returning parked calls
Reminder service calls
Personal line button programmed for Immediate or Delay Ring
Sender is principal user
Someone else is principal user
No principal user is assigned
Pool button programmed for Immediate or Delay Ring
Any button programmed for No Ring
Eligible Ineligible
NOTES:
1.
In Release 2.0 and later systems, when a coverage receiver calls a coverage sender, the call can be sent to coverage. If a receiver calls a sender for whom he or she is covering and the sender is busy or unavailable, the call proceeds to other points of coverage. It does not come back to the receiver who originated the call.
In Release 1.0 and 1.1 systems, a call from a receiver to a sender is not sent to coverage.
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2.
If a sender sets the Ring Timing option for No Ring on any personal line, Pool, SA, or ICOM buttons, calls arriving on those buttons do not go to coverage.
Interaction of Individual and Group Coverage 7
Group Coverage can be used alone or with Primary and/or Secondary Individual
Coverage. When both Individual Coverage and Group Coverage are used, the interactions between them follow this principle: If possible, a caller should always get personal attention from someone with a Cover button for the sender—going first to an Individual Coverage receiver, then to a multiline telephone with a Group
Cover button. In these cases, the receiver can answer with either the name of the individual or the name of the group for whom he or she is covering. Only when these types of receivers are unavailable or not programmed does the call go to another, more impersonal type of Group Coverage—either the QCC queue or a calling group (including a voice messaging system calling group).
A call to a sender that is also ringing on Primary Cover, Secondary Cover, and/or
Group Cover buttons rings until answered (or the caller hangs up). When the call is answered, the ringing and flashing green LED are removed from all other telephones providing coverage for the sender. However, when a calling group is programmed as the receiver for a coverage group, the ringing and flashing green
LED are removed from the sender’s telephone as the call leaves the calling group queue and is sent to an available calling group member. (A call on a personal line button on the sender’s telephone is an exception. The ringing and flashing green
LED remain on that button until answered, either by the sender or by a receiver.)
NOTE:
The duration of the ringback heard by an outside caller is shorter than the actual ring heard at an MLX or analog multiline telephone. Therefore, an outside caller hears one or two rings and may also hear the number of rings programmed for the Coverage Delay Interval plus the number of rings programmed for the Delay Ring Interval. For example, if the Coverage
Delay Interval is programmed for one ring and the Delay Ring interval is programmed for two rings, an outside caller hears four rings before the call begins ringing at receivers’ telephones. If both intervals are set to their maximum values, the caller can hear up to two additional rings.
A call goes to Group Coverage depending on the following conditions:
■ Whether the sender is available or unavailable
■ Whether the sender has Individual Coverage (Primary Cover or Secondary
Cover buttons programmed on other extensions) and, if so, whether an
Individual Coverage receiver is available
■ The type of Group Coverage receivers programmed:
— Only Group Cover buttons on multiline telephones
— Both Group Cover buttons and the QCC queue
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■
■
■
— Only the QCC queue
— Only a calling group
In Release 4.1 and later systems, the Group Coverage Ring Delay is set for each sender’s extension. When Group Coverage is used in conjunction with Individual Coverage, calls should ring at receivers for Individual
Coverage first. Consider the following factors before setting the Group
Coverage Ring Delay for an extension:
— If a sender has only Primary Coverage and any receiver’s Primary
Cover buttons are set to Delay Ring, make sure that the value for the
Group Coverage Ring Delay is higher than the Primary Cover Ring
Delay value for each sender.
— If a sender has both Primary and Secondary Coverage and all the receivers’ Cover buttons are set for Immediate Ring, the Group
Coverage Ring Delay should be set higher than the Primary Cover Ring
Delay or the 2-ring fixed Secondary Cover Delay Interval.
— If both Primary and Secondary Cover buttons are programmed for a sender and any receiver’s Primary and/or Secondary Cover buttons are programmed for Delay Ring, make the value higher than whichever of the following is greater:
The Primary Cover Ring Delay
The fixed Secondary Cover Delay Interval (two rings) plus the
Secondary Cover Ring Delay
In Release 4.1 and later systems, the system manager uses system programming to set a Primary Cover Ring Delay (1–6 rings) for each sender.
In releases prior to 4.1, a systemwide value is set for the Coverage Delay
Interval through system programming (1–9 rings). When used in combination with Delay Ring, make sure that this value is higher than the
Delay Ring Interval.
NOTE:
In releases prior to 4.1, the value set for the Delay Ring Interval
(1–6 rings) through system programming affects Individual Coverage only. This setting is replaced in Release 4.1 and later systems.
A sender is considered unavailable (his or her telephone does not ring) under the following conditions:
■
■
■
■
The sender has turned on Do Not Disturb.
All SA or ICOM buttons are in use on the sender’s telephone.
The sender is using extension programming or testing the telephone.
The sender has an MLX display telephone and is using an Alarm Clock or
Directory feature.
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■
■
■ The sender’s telephone is forced idle for system programming or centralized telephone programming.
The sender’s telephone is not responding (for example, not connected).
The sender has activated Remote Call Forwarding.
A receiver is considered unavailable (his or her telephone does not ring) under the following conditions:
■
■
■
■
■
■
The receiver has turned on Do Not Disturb. (In this case, the sender can call the receiver.)
Another call is ringing or answered on the receiver’s Cover button for that sender.
The receiver is in extension programming or is testing the telephone.
The receiver with an MLX display telephone is using the Alarm Clock or
Directory feature.
The receiver’s telephone is forced idle for system programming or centralized telephone programming.
The receiver’s telephone is not responding (for example, not connected).
If a call is sent to Group Coverage and no receiver is available, the system continues trying to send the call every five seconds until a Group Coverage receiver becomes available. This repeated attempt to send the call is called retry timing . The 5-second retry timing interval cannot be changed.
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), calls arriving at one system cannot be covered by extensions or calling groups on a remote system.
shows when a call goes to Group Coverage receivers in
Release 4.1 and later systems. Table 8, page 165
shows when a call goes to
Group Coverage receivers in Release 4.0 and prior systems. In both tables, the rules for sending calls to Group Coverage apply after the calls first go to any
available Individual Coverage receivers (as described in Table 6, page 158
).
168 through 169 , for examples of LED and ringing patterns in Release 4.1 and later systems and in Release 4.0 and prior systems.
and 6 show examples of what happens when only Group Coverage is
used or when all Individual Coverage receivers are unavailable. Figures 9 and
show examples of what happens when both Individual Coverage (Primary and
Secondary) and Group Coverage are programmed for an individual sender.
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Table 8. Group Coverage Call Delivery Rules (Release 4.1 and Later Systems)
Receiver Type
Sender
Status
Primary Coverage
Receiver Status
Secondary Coverage
Receiver Status
Available Group Cover button(s) only, or
Available Available
Group Cover button(s) and
QCC queue
Unavailable or
unassigned
Unavailable or
unassigned
Available
Unavailable or
unassigned
Unavailable Available
Unavailable or
unassigned
Available
Unavailable or
unassigned
Available
QCC Queue only
Available Available
Unavailable or
unassigned
Available
Unavailable or
unassigned
Unavailable or
unassigned
Available
Unavailable Available
Unavailable or
unassigned
Available
Unavailable or
unassigned
Unavailable or unassigned
Available
Calling group only
Available Available
Unavailable or
unassigned
Unavailable or
unassigned
Available
Unavailable or
unassigned
Available
Unavailable Available
Unavailable or
unassigned
Unavailable or
unassigned
Available
Unavailable or
unassigned
Available
Unavailable or
unassigned
Sent to Group
Coverage after ...
GCD + PRD
GCD + PRD
GCD + PRD
Immediate
GCD + PRD
GCD + PRD
GCD + PRD
Immediate
GCD + PRD
GCD + PRD
GCD + PRD
GCD
GCD + PRD
GCD + PRD
GCD + PRD
Immediate
GCD + PRD
GCD + PRD
GCD + PRD
GCD
GCD + PRD
GCD + PRD
GCD + PRD
Immediate
GCD = Group Coverage Ring Delay
PRD = Primary Cover Ring Delay
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
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Table 9.
Issue 1
August 1998
Group Coverage Call Delivery Rules (Release 4.0 and Prior Systems)
Page 166
Receiver Type
Group Cover button(s) only or
Group Cover button(s) and QCC queue
Sender Status
Available
Unavailable
Individual Coverage
Receiver Status
Available
Unavailable or
unassigned
Available
Unavailable or
unassigned
Call Delivered to Group
Coverage after...
CD + DR *
Immediate*
CD + DR *
Immediate*
QCC Queue only or
Calling group only
Available
Unavailable
Available
Unavailable or
unassigned
Available
Unavailable or
unassigned
CD + DR *
CD
CD + DR *
Immediate*
CD = Coverage delay interval
DR = Delay Ring interval
* Ringing is delayed an additional DR after the green LED turns on at a Group Cover button programmed for Delay Ring on a multiline telephone.
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Page 167
Settings:
Primary Cover Ring Delay = 2 rings
Secondary Cover Ring Delay = 2 rings
Group Coverage Ring Delay = 3 rings
Sender is available
Red LED on
Immediate ring Receiver A
Ring option:
Immediate
First audible ring
Green LED flashes immediately
2-ring delay
(Primary Cover
Ring Delay)
Sender Extension 18
Member of Coverage Group 1
Immediate ring
QCC queue
(fixed)
Immediate ring when operator is available
Green LED flashes immediately
Green LED flashes immediately
Eligible Call
First audible ring
Immediate ring when operator is available
3-ring delay
(Group Coverage
Ring Delay)
Sender Extension 25
Member of Coverage Group 2
QCC queue
Green LED
Call 1 flashes immediately
Call 1
Receiver B
Ring option:
Delay
Receiver C
QCC system operator
Ring option:
N/A
Receiver C
QCC system operator
Ring option:
N/A
Eligible Call
First audible ring
3-ring delay
(Group Coverage
Ring Delay)
Sender Extension 20
Member of Coverage Group 3
Calling
Group queue
Immediate ring when calling group member is available
Green LED flashes immediately
Calling Group member
Ring option:
N/A
Figure 6.
Group Coverage Only or All Individual Coverage Receivers Unavailable
(Release 4.1 and Later Systems Only)
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Immediate ring
Settings:
Delay Ring Interval = 2 rings
Secondary Delay Interval = 3 rings
Red
LED on
Group Cover
Group 1
Receiver A
Ring option:
Immediate
Green LED flashes immediately
First audible ring
2-ring delay
(Delay Ring Interval)
Sender
Extension 18
Member of Coverage group 1
Immediate ring
QCC queue
Green LED flashes immediately
Immediate ring when operator is available
Green LED flashes immediately
Eligible Call
First audible ring
3-ring
(Coverage Delay
Interval)
QCC queue
Sender
Extension 25
Member of Coverage group 2
Immediate ring when operator is available
Green LED flashes immediately
Eligible Call
Group Cover
Group 1
Receiver B
Ring option:
Delay
Call 1
QCC system operator
Ring option: N/A
Call 1
QCC system operator
Ring option: N/A
First audible ring
3-ring
(Coverage Delay
Interval)
Calling
Group queue
Sender
Extension 20
Member of Coverage group 3
Immediate ring when operator is available
Green LED flashes immediately
SA Ring
Calling Group member
Ring option: N/A
Figure 7.
Group Coverage Only or All Individual Coverage Receivers Unavailable
(Release 4.0 and Prior Systems)
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Coverage
Issue 1
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Page 169
Settings:
Primary Cover Ring Delay = 2 rings
Secondary Cover Ring Delay = 2 rings
Group Coverage Ring Delay = 3 rings
Immediate ring
First audible ring
2-ring delay
Sender Extension 12
Member of Coverage Group 4
2-ring delay
(Primary Cover Ring Delay)
(fixed)
4-ring delay
(Fixed 2-ring delay
+ Secondary Cover Ring Delay)
5-ring delay
(Primary Cover Ring Delay
+ Group Coverage Ring Delay)
Red LED on
Primary Cover
Ext. 12
Receiver A
Ring option:
Immediate
Green LED flashes immediately
Green LED flashes immediately
Primary Cover
Ext. 12
Receiver B
Ring option:
Delay
Secondary
Cover
Ext. 12
Receiver C
Ring option:
Immediate
Green LED flashes immediately
Secondary
Cover
Ext. 12
Receiver D
Ring option:
Delay
Green LED flashes immediately
Group Cover
Group 4
Receiver E
Ring option:
Immediate
Green LED flashes after 5 rings
7-ring delay
(Fixed 2-ring delay
+ Primary Cover Ring Delay
+ Group Coverage Ring Delay)
Green LED
Immediate ring flashes after 5 rings when operator is available
5-ring delay
QCC queue
(Primary Cover Ring Delay
+ Group Coverage Ring Delay)
Green LED flashes after 5 rings
Group Cover
Group 4
Call 1
Receiver F
Ring option:
Delay
Receiver G
QCC system operator
Ring option:
N/A
Primary
Individual
Coverage
Receivers
Secondary
Individual
Coverage
Receivers
Group
Coverage
Receivers
Figure 8.
Individual (Primary and Secondary) and Group Coverage Ringing Patterns
(Release 4.1 and Later Systems Only)
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Immediate ring
First audible ring
2-ring delay
(Delay Ring Interval)
Sender
Extension 12
Member of Coverage group 4
2-ring delay
(Secondary Delay Interval)
Settings:
Delay Ring Interval = 2 rings
Secondary Delay Interval = 2 rings
Coverage Delay Interval = 3 rings
Red
LED on
Primary Cover
Ext. 12
Receiver A
Ring option:
Immediate
Green LED flashes immediately
Primary Cover
Ext. 12
Receiver B
Ring option:
Delay
Green LED flashes immediately
Secondary Cover
Ext. 12
Receiver C
Ring option:
Immediate
Green LED flashes immediately
4-ring delay
(Secondary Delay Interval
+ Delay Ring Interval)
Green LED flashes immediately
Secondary Cover
Ext. 12
Receiver D
Ring option:
Delay
5-ring delay
(Coverage Delay Interval
+ Delay Ring Interval)
Group Cover
Group 4
Receiver E
Ring option:
Immediate
7-ring delay
(Coverage Delay Interval
+ Delay Ring Interval
+ Delay Ring Interval)
5-ring delay
Immediate ring when operator is available
QCC queue
Receiver G
(Coverage Delay Interval
+ Delay Ring Interval)
Group Cover
Group 4
Call 1
Receiver F
Ring option:
Delay
QCC system operator
Ring option:
N/A
Primary
Individual
Coverage
Receivers
Secondary
Individual
Coverage
Receivers
Group
Coverage
Receivers
Figure 9.
Individual (Primary and Secondary) and Group Coverage Ringing Patterns
(Release 4.0 and Prior Systems)
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Cover to Voice Mail with Escape to System Operator 9
When DID or an auto attendant is used, users receive calls directly, without the intervention of an operator. In these situations, the telephone should have voice mail coverage instead of coverage by a receptionist (operator). The caller then has the option to leave a message or press in order to talk to the receptionist. If after talking to the receptionist, the caller wants to leave a message, the receptionist can transfer the call back to voice mail using the Direct Voice Mail
(DVM) feature.
Call comes in for ext 111.
Rings at ext
111
Goes to
Voice Mail
DVM
Operator transfers directly to voice mail.
Caller leaves a message.
Caller dials 0.
Call rings at operator.
Figure 10.
Cover to Voice Mail with Escape to System Operator
This configuration is usually the best solution for coverage to voice mail because of the following advantages:
■ It reduces the burden on the receptionist or operator.
■
■
It allows the caller to make the choice whether to leave a message or speak to an operator.
It allows the caller to leave a message without waiting for the receptionist to answer.
Cover to System Operator before Voice Mail 9
If calls must go to a receptionist, coverage can be set up using one of the following methods:
■
■
■
Primary Coverage (eight or fewer extensions)
Phantom calling groups (30 or fewer extensions)
Phantom extensions (30 or more extensions)
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Coverage
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Page 172
Primary Coverage
If eight or fewer extensions require coverage to the system operator, use delayed
Primary Coverage or Secondary Coverage to allow calls to be covered by the operator. When a caller dials the user’s number, the call is covered by the operator, and the operator can then send the call to voice mail using the Direct
Voice Mail feature. If the operator does not answer, the call may or may not go to coverage, depending on the status of the user’s Coverage VMS Off button. If the
Coverage VMS Off button is not selected (the light is off), the call goes to voice mail. If the Coverage VMS Off button is selected (the light is on), the call continues to ring at the extension.
9
To set up Primary Coverage to the operator before going to voice mail, do the following:
1.
Assign an extension to a coverage group. Assign the coverage group to calling group 770 (voice mail).
2.
Program a Primary Cover button for the extension on the operator’s
Direct-Line Console. (A QCC cannot be used.) Set it for Delay Ring.
3.
If you want to keep calls from going to voice mail when the operator does not pick up, program a Coverage VMS Off button on the extension.
Call comes in for ext 12.
Rings at ext
12
Covers to
Operator
Goes to
Voice Mail if
Coverage
VMS Off is not activated
Operator answers
Operator transfers directly to voice mail.
Figure 11.
Primary Coverage
For example, consider how the primary coverage configuration works when a caller dials a DID number. The extension for the DID number (in Figure 11 ,
Extension 12) rings several times. If the telephone is not answered, an operator gets the call. If the operator fails to answer, the call either goes to voice mail or keeps ringing, depending on the Coverage VMS Off status on the extension for the DID number. When the operator answers and the caller asks to leave a
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
Issue 1
August 1998
Page 173 message, the operator uses Direct Voice Mail to transfer the caller to the extension’s voice mail. The caller leaves a message, and the extension’s message LED goes on.
Phantom Calling Groups
If fewer than 30 extensions require coverage to the main operator, phantom calling groups can be used to provide a second extension number for each user’s voice mail. The actual extension covers to the operator (Group Coverage), and the calling group covers to voice mail. When someone dials the user’s number, the call covers to the operator, who can then transfer the call to the voice mail extension.
9
To set up phantom coverage to the operator before voice mail coverage, do the following:
1.
Assign an extension to a coverage group. (In Figure 12 the extension is
101.) Assign a Group Cover button to the operator (if a DLC), or assign the coverage group to ring at the QCC.
2.
Renumber a calling group to a number that is easy to associate with the sender extension. (For example, change 771 to 201. You may have to renumber an existing 201 first).
3.
Assign the calling group to overflow to calling group 770 (voice mail) with a
threshold of 1. (In Figure 12 , the calling group extension is 201.) Assign
101 as the message receiver for calling group 770.
With the phantom calling groups coverage configuration, a caller dials a DID number (for example 555-5101). The extension for the DID number (in the example, Extension 101) rings several times. If the telephone is not answered, the call is covered by an operator. The operator answers the call, and the caller asks to leave a message. The operator transfers the call to 201, and the call goes to voice mail. The Message light goes on at the extension for the DID number (in the example, 101).
NOTE:
A user can give out a regular telephone number (555-5101) and a voice mail number (555-5201). This way, callers can leave a message without ringing the telephone. This is necessary to receive messages outside of office hours. Callers cannot leave messages after hours unless they know the second DID number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
Issue 1
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Page 174
Call comes in for ext 101.
Rings at ext
101.
Covers to
Operator
Operator answers
Operator transfers to
201 (Voice
Mail).
Figure 12.
Phantom Calling Groups
Phantom Extensions
If more than 30 extensions require coverage to the operator, phantom extensions can be used after the maximum number of phantom calling groups is reached.
This setup is slightly different from the previous two scenarios. In this case, the published DID number is the number for the phantom extension. The actual telephone has Shared SA buttons with the phantom extension as principal user, so the call rings at the telephone with the SSA button. The operator covers the phantom extension and can use the Direct Voice Mail feature to send calls to the original extension’s voice mail.
9
To set up phantom coverage to the operator before going to voice mail, do the
1.
Assign the extension to a coverage group. Assign a Group Cover button to the operator if the operator is a DLC, or assign the coverage group to ring at the QCC.
2.
Assign a phantom extension to a number (in Figure 13 , 214). You may
have to renumber the extension first. If the extension does not have an adjunct, using the adjunct extension number helps avoid confusion. (see
“System Renumbering” on page 659
for details about adjunct extension numbers.)
3.
Assign Shared SA buttons for the phantom extension to the real extension.
(In Figure 13 , SSA buttons for 214 were assigned to 114.) Remove all but
one SA button for the real extension. You may want to make this a No Ring
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
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August 1998
Page 175 button and move it to a virtual button that is not actually on the physical telephone. This conserves buttons and prevents accidental calls to 114 from ringing at the extension.
4.
Assign the extension (in Figure 13 , Extension 114) to coverage group 1.
Assign coverage group 1 to the voice-mail calling group, 770.
Call comes in for ext 214.
Rings at ext 114 on Shared SA.
Ext 214 Covers to Operator
Operator answers
Operator transfers directly to 114’s
Voice Mail.
Figure 13.
Phantom Extensions
For example, consider how the phantom extensions coverage configuration works when a caller dials the DID number, for example, . Extension 114 rings several times on a Shared SA button. If the call is not answered, it is covered by an operator, and the display shows &RYHUH[W . The operator answers the call and the caller asks to leave a message. The operator transfers the caller to the extension’s voice mail, Extension 114, using Direct Voice Mail. The caller leaves a message for the person at the extension, and the Message light goes on.
NOTE:
A user can give out a regular telephone number (in this example,
555-5214) and a voice mail number (555-5114). This way, callers can leave a message without ringing the telephone. This is necessary to receive messages outside of office hours. Callers cannot leave messages after hours unless they know the second DID number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
Issue 1
August 1998
Page 176
Cover to Personal Secretary before Voice Mail 9
If you need coverage by a personal secretary who is not a system operator at an operator console, then Primary Coverage can be used on the secretary’s telephone. The secretary can use Direct Voice Mail to transfer the call back to the user’s voice mail. If the secretary is out, calls can either continue to ring or go to voice mail, depending on the status of the user’s Coverage VMS Off button.
To set up Primary Coverage to a personal secretary before going to voice mail, do the following:
1.
Assign the extension to a coverage group. Assign the coverage group to calling group 770 (voice mail).
2.
Program a Primary Cover button for the extension on the secretary’s telephone. Program it for Delay Ring.
3.
If you want to keep calls from going to voice mail when the secretary does not pick up, program a Coverage VMS Off button on the extension.
Call comes in for ext 23.
Rings at ext
23
Covers to
Secretary
Goes to
Voice Mail if
Coverage
VMS off is not activated
Secretary answers
Secretary transfers directly to voice mail.
Figure 14.
Coverage and Direct Voice Mail
A caller dials the DID number. Extension 23 rings several times. The covering secretary answers, and the caller asks to leave a message. The secretary uses the Direct Voice Mail feature to transfer the call to the extension’s voice mail. The caller leaves a message, and the extension’s Message light goes on. If the operator fails to answer, the call either goes to voice mail or keeps ringing, depending on the Coverage VMS Off status at the extension for the DID number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
Issue 1
August 1998
Page 177
Considerations and Constraints 9
In Release 2.0 and later systems, if a receiver calls a sender for whom he or she is covering and the sender is busy or unavailable, the call proceeds to other points of coverage. It does not come back to the receiver who originated the call. In
Release 1.0 and 1.1 systems, a call from a receiver to a sender is not covered.
A maximum of eight Primary Cover and Secondary Cover buttons can be assigned to provide Individual Coverage for a given sender. Only one Cover button for each sender can be programmed on a multiline telephone.
A maximum of eight Group Cover buttons can be assigned to provide Group
Coverage for each coverage group. All eight can be programmed on one multiline telephone, or the Group Cover buttons can be distributed on as many as eight multiline telephones.
A receiver with a multiline telephone can have as many as eight Cover buttons, which can be programmed for any combination of Group and Individual Coverage.
If a receiver has both a Primary Cover or Secondary Cover button for a sender and a Group Cover button for the group of which the sender is a member, a call for the sender rings only at the receiver’s Primary Cover or Secondary Cover button. This prevents multiple deliveries of the same call to the same receiver.
Each coverage group can have any number of members, from none to all the extensions in the system.
Each sender can be a member of only one coverage group.
If a sender without Individual Coverage is a member of a coverage group and no receivers are assigned for the group, a caller hears ringback instead of a busy tone when the sender is unavailable.
If a calling group is assigned as a receiver for a coverage group, it is the only receiver for that group; no other types of Group Coverage receivers can be programmed. However, individual members of the coverage group can be senders to Individual Coverage receivers.
A calling group can be a receiver for up to 30 coverage groups.
A receiver with a Group Cover button can also be a member of the coverage group for which the button is programmed. Calls to that receiver are sent to all other receivers programmed for the group.
When both the QCC queue and multiline telephones are programmed as receivers for a coverage group, the QCC queue is not counted in the 8-receiver maximum for the group.
A QCC cannot be a coverage sender.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
Issue 1
August 1998
Page 178
When Group Coverage is the only type of coverage programmed for a sender, the
QCC queue should not be programmed along with Group Cover buttons on multiline telephones. Because the QCC cannot be programmed for Delay Ring, eligible calls ring immediately both at the sender’s telephone and at the QCC queue. This may not allow the sender enough time to answer the call before a
QCC operator answers.
If a call is sent to coverage because the sender does not have a button available to take the call, the call does not return to the sender’s telephone, even if a button becomes available while the call is ringing at a coverage receiver’s telephone.
An inside voice-announced call made on an SA Voice or ICOM Voice is not covered. If it is converted to a ringing call—for example, because the sender’s speakerphone is in use—the ringing call is sent to coverage.
No type of Cover button can be used to make calls.
When the sender also has Individual Coverage and an Individual Coverage receiver is available, the Delay Ring interval is used as an delay in addition to the
Coverage Delay Interval before a call goes to Group Coverage.
In Release 6.0 and later systems (Hybrid/PBX mode only), non-local UDP calls are treated as outside calls by the system and by Selective Coverage features:
Coverage Off, Coverage Inside, and Coverage VMS off.
When no principal user is assigned for a personal line, calls received on the personal line cannot be forwarded to outside telephone numbers. Calls follow the
Individual Coverage patterns of all senders who share the line and the Group
Coverage pattern of the extension with the lowest logical identification number
(lowest numbered jack on the module).
In Release 4.1 and later systems, coverage delay settings affect the ability of
Integrated Administration to program some Coverage options for AUDIX Voice
Power. See “Integrated Administration” on page 367
for details.
In Release 4.1 and later systems only, Night Service Coverage Control, when enabled through system programming (factory setting is Disabled), controls VMS coverage only and has no effect on Individual Coverage (Primary or Secondary) or on other types of Group Coverage. When disabled, the feature has no effect whatsoever on coverage.
In Release 4.1 and later systems only, in a system with Night Service Coverage
Control enabled, Night Service transitions do not toggle the programmed
Coverage VMS Off button to the opposite status. Instead, when Night Service goes on or off after a user has manually pressed the button, the button follows
Night Service status just as other programmed Coverage VMS Off buttons do.
The status of programmed Coverage VMS Off buttons is always set to match the most recent user press or transition into or out of Night Service operation. For
more information about Night Service, see “Night Service” on page 442
.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
Telephone Differences 9
Issue 1
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Page 179
Direct-Line Consoles 9
A DLC can be both an Individual or Group Coverage receiver and a member of a coverage group.
Queued Call Consoles 9
The QCC cannot be a sender for either Individual or Group Coverage. The QCC queue can be a Group Coverage receiver for up to 30 coverage groups. Because
Cover buttons cannot be programmed on the QCC, the queue is not counted in the 8-receiver maximum allowed for each coverage group. The QCC cannot be an
Individual Coverage receiver.
The QCC queue priority and the individual QCC operator who receives calls for each coverage group are assigned independently for each group.
If a line/trunk is programmed to ring in the QCC queue and also is assigned as a personal line on a telephone that is a member of a coverage group covered by the
QCC queue, a call on that line/trunk does not appear as a coverage call at the
QCC.
If Group Cover buttons are programmed for a coverage group in addition to the
QCC queue, and all QCC operators are in Position-Busy mode, a Group
Coverage call goes to all receivers except the QCC queue.
When Group Coverage is the only type of coverage programmed for a sender, the
QCC queue should not be programmed in addition to Group Cover buttons on multiline telephones. Because the QCC cannot be programmed for Delay Ring, eligible calls ring immediately both at the sender’s telephone and at the QCC queue. This may not allow the sender enough time to answer the call before a
QCC operator answers.
When the QCC queue is assigned as a receiver for a coverage group and a call transferred to a group member is not answered, the call returns to the queue as follows:
■ If the QCC return ring interval is shorter than the Coverage Delay Interval
(releases prior to 4.1) or the Group Coverage Delay setting (Release 4.1 and later systems), the call returns as a returning transfer call.
■ If the QCC return ring interval is longer than the Coverage Delay Interval
(releases prior to 4.1) or the Group Coverage Delay setting (Release 4.1 and later systems), the call returns as a Group Coverage call.
Other Multiline Telephones 9
Any type of multiline telephone can be a sender and/or receiver for either
Individual Coverage or Group Coverage and can have up to eight Cover buttons.
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Coverage
Issue 1
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Page 180
Single-Line Telephones 9
A single-line telephone can be a sender for either Individual or Group Coverage. A single-line telephone can be a receiver for Individual Coverage. It can be a receiver for Group Coverage only when it is a member of a calling group assigned as a receiver for a coverage group.
Transferred calls to a busy single-line telephone are not eligible for coverage unless Coverage Inside is on. A transferred call to a busy single-line telephone with Group Coverage and Coverage Inside off camps on at the single-line telephone and returns to the originator, if not answered before the transfer return interval expires.
Feature Interactions 9
Account Code Entry When answering calls on a programmed Primary Cover, Secondary
Cover, or Group Cover button, a receiver cannot enter an account code.
When attempting to enter an account code, the receiver hears no error tone, but the account code does not appear on the SMDR report.
Auto Answer All
Auto Answer
Intercom
Because Cover buttons are not required when the QCC queue is assigned as a receiver for a coverage group, a QCC operator can enter an account code, and the account code appears on the SMDR printout.
A sender or receiver at an analog multiline telephone can use Auto
Answer All to have calls answered by an answering machine connected to the telephone.
Auto Answer Intercom prevents a receiver on an analog multiline telephone from using a Hands-Free Unit (HFU) to answer calls received on a Primary Cover, Secondary Cover, or Group Cover button.
Primary Cover, Secondary Cover, and Group Cover buttons cannot be programmed in an ALS sequence because they cannot make calls.
Automatic Line
Selection
Barge-In
Callback
Barge-In can be used to join an Individual or Group Coverage call answered at any receiver telephone, but not at a VMI port. VMI ports always have Privacy on.
The sender and all receivers must be busy before a call to a sender is eligible for Callback. The call is sent to coverage before it is put in the callback queue. Once a call is in the callback queue, it is not sent to coverage again. A callback call indicating that a busy extension or pool is now available is not sent to coverage.
Caller ID Caller ID information is available to users receiving coverage calls.
Calling Restrictions In Release 2.1 and later systems, users answering calls on Cover buttons can generate touch tones (for example, by dialing to accept a collect call) if their telephones are not outward- or toll-restricted. If the telephone is outward- or toll-restricted, the user hears the touch tones, but the tones are not sent out over the line (and the user cannot, for example, accept collect calls by dialing ).
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
Call Waiting
Camp-On
Centralized Voice
Messaging
Conference
CTI Link
Digital Data Calls
Direct Station
Selector
Direct Voice Mail
Display
Issue 1
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Page 181
A call to a sender with Call Waiting turned on goes to Individual and/or
Group Coverage first. If all coverage points are busy, the sender receives the call-waiting tone.
Coverage calls answered by any receiver can be camped on to another user.
For Release 6.1 and later systems (Hybrid/PBX mode only), calls received by a MERLIN LEGEND system without a VMS can be sent by coverage to a centralized VMS located on another MERLIN LEGEND system.
Conference calls can be originated from a Cover button only when the user with a caller on the Cover button presses the Transfer button, dials the number for another person, and then presses the Conf button to complete the transfer. In this case only, instead of the call being transferred, a conference call with three participants (including the originator) is established.
When an extension is programmed as a CTI link, it is removed from membership in coverage groups.
When a call is transferred from a programmed Cover button on an unmonitored DLC, screen pop is not initiated at the destination extension, even if it is using a CTI application.
Individual Coverage is not recommended for 2B data calls. Because a coverage receiver can have only one Cover button for each coverage sender, only a 1B data call arrives at the receiver. The second call of a 2B call continues to ring at the coverage sender.
Coverage delays do not apply to data calls. Calls ring immediately.
When a system operator transfers an Individual or Group Coverage call and the call returns, the red LED next to the DSS button for the sender does not flash as it does for a transfer return for calls received on other types of line buttons.
Direct Voice Mail overrides coverage-inhibiting features such as
Coverage Off, Coverage VMS Off, and Coverage Inside Off.
When an Individual or Group Coverage call is answered by a receiver with a display telephone, &RYHU is shown for the call type, followed by the sender’s name, if programmed, or extension number. The display also shows the reason why the call went to coverage: 1R$QV , %XV\ , or '1' .
On an MLX telephone, other reasons why calls are sent to coverage are also shown: ,QYDOLGXQNQRZQ','QXPEHU or ,QYDOLGXQNQRZQ5HPRWH
$FFHVVQXPEHU . The receiver sees the caller information by pressing the
More button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
Do Not Disturb
Forward and
Follow Me
Group Calling
Issue 1
August 1998
Page 182
When a sender turns on Do Not Disturb, Individual Coverage or Group
Coverage receivers for that sender can call the sender. All other calls to the sender go to coverage.
When a receiver turns on Do Not Disturb, he or she does not receive coverage calls. However, a sender whose calls are set to be covered by the receiver can call that receiver, despite Do Not Disturb.
If both a sender and all receivers have Do Not Disturb on, the sender’s calls do not go to coverage and the caller hears a busy signal. On a personal line, the caller hears ringback and the green LED flashes, but the telephone does not ring.
In Release 3.0 and prior systems (or if the Forwarding Delay is programmed to zero rings), when a coverage sender forwards, calls are forwarded and sent to coverage at the same time. Calls received on any type of Cover button are not forwarded.
If a coverage receiver has activated any type of Remote Call Forwarding, calls sent to that extension by Coverage are not forwarded to the remote location.
In Release 4.0 and later systems, if both coverage and forwarding are on and the Forwarding Delay is greater than 0, one of the following occurs:
■
■
■
■
A call that is sent to Group Coverage before the Forwarding attempt is not forwarded.
A call that is remote call-forwarded before any coverage is not covered.
A call that is remote call-forwarded while Primary and/or Secondary
Coverage extensions are alerting is removed from those coverage points and is not sent to Group Coverage.
If a call is sent to Group Coverage after forwarding, the call is removed from the called extension, the forwarded-to extension, and any Primary and Secondary Coverage buttons.
A calling group can be a receiver for up to 30 coverage groups. A calling group cannot be a receiver for Individual Coverage. A coverage group can have only one calling group as a receiver, but members of the coverage group can also have Individual Coverage receivers.
As soon as a Group Coverage call is sent from the calling group queue to a calling group member, ringing and LED flashing are removed from the sender’s telephone, except for outside calls received on personal lines.
A calling group cannot be a sender, but an individual calling group member can be a sender for Individual Coverage and/or a member of a coverage group. When a call to the calling group extension number is sent from the queue to the calling group member, it goes only to the member’s Individual Coverage receivers and not to the member’s Group
Coverage receivers. Calls to the member’s individual extension go to both
Individual and Group Coverage receivers.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
Group Calling continued
Hold
HotLine
Integrated
Administration
Multi-Function
Module
Night Service
Park
Issue 1
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Page 183
In Release 6.0 and later systems, coverage calls directed to a calling group are not subject to queue control.
Coverage calls answered by any type of receiver can be put on hold. The hold timer or operator-hold timer applies to a coverage call on hold.
Coverage features are not recommended for HotLine extensions
(Release 5.0 and later systems).
AUDIX Voice Power and private fax extensions are automatically assigned to coverage group 30, which is covered by the AUDIX Voice
Power calling group. This assignment can be changed on the Application
Switch Defaults screen.
If the Automated Attendant service is configured for delayed call handling, a backup (phantom) extension should be assigned. Integrated
Administration sets up coverage for it.
The total of the values programmed for the systemwide Coverage Delay
Interval (Release 4.0 and prior systems) or extension-by-extension coverage delay settings (Release 4.1 and later systems) plus Delay Ring should be less than either the transfer return time or the VMS transfer return interval. In Release 4.1 and later systems, coverage delay settings affect the ability of Integrated Administration to program some Group
Calling options for AUDIX Voice Power. See “Integrated Administration”
on page 367 for details.
An MFM can be a sender or a receiver for Individual or Group Coverage.
This allows an MLX telephone user to screen calls by using an answering machine connected to the MFM or to supplement ringing with an external alert connected to the MFM. A sender can use Coverage Off to prevent calls from being sent to an answering machine.
When a system manager enables the Night Service with Coverage
Control option, a transition into Night Service operation (by the press of a
Night Service button or automatically through the Time Set option) automatically deactivates Coverage VMS Off buttons (LEDs are unlit) at
Night Service group extensions. When the system resumes normal business-hours operation (by the press of a Night Service button or automatically through the Time Set option), the feature automatically activates Coverage VMS Off buttons (LEDs are lit) at Night Service group extensions. When the option is disabled, Night Service has no effect on programmed Coverage VMS Off buttons.
A returning parked call is not eligible for coverage. A call answered on a
Primary Cover, Secondary Cover, or Group Cover button cannot be parked on that button. To park calls received on a Cover button at your extension, press the Transfer button, dial your own extension, and press the Transfer button again to complete parking the call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
Personal Lines
Pickup
Pools
Recall/Timed Flash
Reminder Service
Issue 1
August 1998
Page 184
When a principal user is assigned a personal line, calls arriving on the personal line follow that user’s coverage pattern, if any. Calls received on personal line buttons on senders’ telephones other than the principal user’s do not go to coverage.
If no principal user is assigned, calls received on the personal line are sent to all available Individual Coverage receivers for all senders sharing the line and to the Group Coverage receivers programmed for the sender whose telephone is connected to the lowest jack in the lowest-numbered slot in the control unit.
In Release 2.1 and later systems, calls received on personal lines with Do
Not Disturb on go immediately to coverage, instead of waiting for any coverage delay.
In Release 2.1 and later systems, a call answered on a personal line using a Cover button can be picked up by anyone with a button for that personal line. However, the picked-up call cannot be transferred because it is still considered to be on hold at the covering extension. In systems prior to Release 2.1, once a receiver answers a call received on a personal line using a Cover button and puts the call on hold, the sender and any other user who shares the personal line cannot pick up the call by pressing the personal line button. For proper handling, the receiver should transfer the call to the sender.
A coverage sender or receiver can be a member of a Pickup group. This allows Pickup to be used to answer a ringing Individual or Group
Coverage call. If a sender who is a member of a Pickup group uses
Coverage Off to stop calls from going to Individual or Group Coverage receivers, his or her calls can be picked up by using the Individual Pickup feature. However, calls cannot be picked up by using the Group Pickup feature. When a coverage call is answered using Pickup, the call is removed from other extensions in the coverage arrangement.
Calls received on a sender’s Pool button programmed for Immediate or
Delay Ring are eligible for Individual or Group Coverage.
Recall has no effect on a call answered on any Cover button.
In Release 2.0 and later systems, Recall can be used on a Group
Coverage call answered by a member of a calling group. In Release 1.0 and 1.1 systems, Recall cannot be used on a call of this type because it is answered on an SA or ICOM button.
Reminder calls are not eligible for Individual or Group Coverage.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Coverage
Ringing Options
Service Observing
SMDR
System Access/
Intercom Buttons
Issue 1
August 1998
Page 185
Calls received on line buttons programmed for No Ring are not sent to coverage.
Primary Cover, Secondary Cover, and Group Cover buttons can be programmed for Immediate Ring, Delay Ring, or No Ring. If an Individual or Group Coverage receiver is on a call when a coverage call is received, the receiver hears an abbreviated ring (if abbreviated ringing is enabled).
Calls received on a Primary Cover, Secondary Cover, or Group Cover button ring with the receiver’s (not the sender’s) personalized ringing pattern.
In Release 4.1 and later systems, the ringing at a programmed Primary or
Secondary Cover button, set for Delay Ring, is controlled by the Primary or Secondary Ring Delays set for the sender’s extension. The systemwide Secondary Ring Delay Interval (fixed at two rings) also augments ringing on Secondary Cover buttons set for Delay Ring. For
more information, see Figure 6 on page 167
.
In Release 6.1 and later systems calls that arrive on Primary or
Secondary Coverage buttons can be observed.
Calls that arrive on Group Coverage buttons can be observed.
Calls that go to Group Calling Coverage and are answered by a calling group agent can be observed.
Integrated or Generic VMI ports cannot be members of Service Observing groups; a call sent to one of these ports cannot be observed.
The extension number answering an Individual or Group Coverage call is shown on the SMDR report.
In Release 4.2 and later systems, when an Auto Login or Auto Logout calling group is programmed as a Group Coverage receiver and the
SMDR Talk Time option is enabled, calls are reported following the same rules that apply to other incoming calling group calls. This is true even if a call is transferred from an operator to a Group Coverage sender before being directed to the calling group.
A covered call remains on the sender’s SA or ICOM button until it is answered at the receiver’s telephone.
A call received on a Shared SA button is not eligible for any coverage.
If a receiver programs a Primary Cover, Secondary Cover, or Group
Cover button for a sender and also has an SSA button associated with the sender, the green LEDs next to both the Cover button and the Shared
SA button flash. The red LED stays on at the Shared SA button, but does not go on at the Cover button.
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Coverage
Transfer
UDP Features
Voice Announce to
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A call answered on any Cover button can be transferred.
Calls transferred to a sender are eligible for Individual and/or Group
Coverage. However, the sender hears a call-waiting tone if he or she is using Coverage Off to prevent calls from going to coverage and does not have an available SA or ICOM button to receive a transferred call.
With one-touch Transfer, a call answered on a Cover button can be transferred by using a DSS button, but not by using an Auto Dial button.
Transfer returns are not eligible for coverage.
In Release 6.0 and later systems (Hybrid/PBX mode only), non-local UDP calls are treated as outside calls by the system and by Selective
Coverage features: Coverage Off, Coverage Inside, and Coverage VMS
Off.
In Release 6.0, calls cannot be covered by non-local extensions or nonlocal calling groups.
In Release 6.1 and later (Hybrid/PBX mode only), although calls cannot be sent directly to non-local extensions or calling groups for coverage, they can be sent to a local calling group that has a non-local calling group extension as its only member.
If the sender’s speakerphone is available, a voice-announced call is answered as soon as it is made. If the sender’s speakerphone is in use, the call is converted to a ringing call and sent to coverage.
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Features
CTI (Computer Telephony Integration) Link
CTI (Computer Telephony
Integration) Link
At a Glance
Users Affected
Reports Affected
Mode
Telephones
MLX Display Label
System Programming
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MLX and analog multiline telephone users at companies with local area networks (LANs) running Novell NetWare
System Information ( 6\V6HWXS ), Extension Information
Hybrid/PBX
MLX telephones and analog multiline telephones
&7,/,1.
First, follow the instructions in the System Manager’s Guide to busy-out the module for the CTI link. If there is only one MLX module on the system, you must use System Programming and Maintenance (SPM) software to program the link. Then,
● to assign the CTI link extension:
$X[(TXLS
→
&7,/LQN
→
Dial extension number
Description
Release 5.0 and later systems support the use of an MLX port as a Computer
Telephony Integration (CTI) link on Hybrid/PBX mode systems. The CTI link feature allows CTI applications to interact with the MERLIN LEGEND
Communications System over a local area network (LAN). The CTI link is the system’s hardware and software interface to the Lucent Technologies
PassageWay Telephony Services product, which supports the Windows
®
95,
Windows NT, Windows 3.1, Windows 3.11 for Workgroups, Apple
®
Macintosh
®
OS and UNIX
®
systems platforms on the client side. CTI link circuitry connects to an MLX port on the system and to a LAN server using Novell NetWare (releases
3.12, 4.1, and 4.11) or Windows NT software.
NOTES:
1.
The Apple Macintosh and some of the UNIX client libraries for
Telephony Service do not support MERLIN LEGEND Communications
System private data. They only support standard Telephony Services
Application Programming Interface (TSAPI) call services and events.
For details regarding this issue, see the PassageWay Telephony
Services Network Manager’s Guide .
2.
In Release 6.0 and later systems (Hybrid/PBX mode only), operation of
LAN clients using PassageWay Telephony Services applications connected via a CTI link depends on the application implemented and the type of private trunks that connect the networked communications systems. These constraints apply only to calls that are carried by these private network trunks, generally calls from non-local dial plan
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Page 188 extensions. For additional information about this operation, see
“Private Network Operation (Release 6.0 and Later Systems Only)” on
page 195
. For more information about private networks, see “Uniform
Dial Plan Features” on page 710
.
Software using the CTI link can perform the following actions on a user’s computer:
■
Screen pop
■
Power dial
■
Basic call control
CTI link applications can control functions at extensions with MLX or analog multiline telephones.
Following are brief descriptions of the platform requirements for a CTI link and the features listed above. For more detailed information about these features, see the
PassageWay Telephony Services Network Manager’s Guide .
Platform Requirements
A CTI link requires the following equipment:
■ MERLIN LEGEND Communications System Release 5.0 or later, in
Hybrid/PBX mode
■ An MLX line/trunk or extension module, with a free extension jack (not the first or fifth or any port programmed as an operator or programming console), installed in the communications system control unit. The firmware vintage should be 28 or later, not including vintage 29.
■
NOTE:
If the MLX module for the CTI link is the only MLX module in the system, SPM software, version 5.15 or later, is also required in order to program the CTI link.
A standalone LAN telephony server with an Intel
®
i386, i486, or Pentium
® class central processing unit and at least 16 megabytes of RAM. (More memory may be needed; see the PassageWay Telephony Services
Network Manager’s Guide for details.)
NOTE:
For a NetWare version 3.12 installation, additional files must be obtained from Novell’s web site. For details, see the PassageWay
Telephony Services Network Manager’s Guide .
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Additional equipment and software are needed, depending on the software the
LAN is using:
■ If using Novell NetWare version 3.12, 4.11, or 4.1:
— 5 megabytes of available disk space in the system volume
— MERLIN LEGEND Passageway Driver, version 1.1 or later installed
— Telephony Services for NetWare software, Release 2.21 or later.
— Eicon/G. Diehl SCOM circuit board with an available 8- or 16-bit ISA slot, to link the communications system and the telephony server.
■
— Interrupt 2 or Interrupt 3 available
If using Windows NT 4.0 Server:
— 5 megabytes of available disk space
— MERLIN LEGEND NT PBX Driver, version 1.0 or later installed
— CentreVu
®
Computer Telephony, Release 3.1 or later installed.
— Eicon DIVA Version 2.0 ISDN BRI circuit board with an available 16-bit
ISA slot, to link the communications system and the telephony server.
For more information about these requirements and about installing a CTI link, see the PassageWay Telephony Services Network Manager’s Guide .
Screen Pop
Screen pop occurs when a CTI application takes inside or outside caller information, queries a database, and displays caller information on a user’s PC screen. Screen pop requires that an identifying number or code be available to identify the outside calling party. This number may be a telephone number provided by Caller ID, ANI, or another network service.
Screen pop can also occur when the caller enters an identifying code after connecting to a voice-response unit in the system. The voice-response unit
(MERLIN LEGEND Mail for example) may prompt the caller to dial a social security number, account number, customer number, or other database index code. These collected digits are used to initiate screen pop of database
information. For more information, see the next topic, “Collected Digits.”
Screen pop can occur on incoming voice calls from the following sources:
■
Calling group distribution
■
■
■
ISDN PRI routing by dial plan
An extension on the MERLIN LEGEND Communications System
Remote access
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NOTE:
In this case, the only information that the application can collect about the caller is the remote telephone number.
■
A transfer of a call that has been answered by a voice-response unit
NOTE:
In Release 6.0 and later systems, transferred calls from non-local extensions can only initiate the correct screen pop when the transfer is without consultation and the private network systems are connected by PRI tandem trunks. Otherwise, only the transfer originator information is available for screen pop. If the private trunks are tandem tie trunks, they do not convey screen pop information over the network. Collected digit information is not sent to a non-local extension, even if tandem PRI trunks carry the call.
■
A transfer or conference of a call that has been answered at a local DLC or
QCC
NOTES:
1.
Some CTI applications can initiate screen pop from the called number on a BRI or PRI line. To find out whether this feature is available, check your application’s documentation.
2.
To obtain calling party information on a loop-start line, your organization must subscribe to Caller ID services, if available, from the local telephone company. An 800 LS-ID line/trunk module is also required, and the system must be programmed
for Caller ID (see “Caller ID” on page 111
). On BRI and PRI lines, calling party identification services may be available from a
network service provider. For more information, see “Basic Rate
and “Primary Rate Interface (PRI) and T1” on page 489
.
Some CTI applications allow screen pops either on demand or when a call is answered. These applications may initiate screen pops for all calls, even those answered at the telephone on a line button other than an SA button. However, if a call does not come in on an SA button, screen pop does not occur when the call is ringing, only after it is answered. In addition, when a call does not arrive on an SA button, the CTI application cannot handle a transfer, conference, hold, or other activity for that call. The user must perform these actions manually, using the telephone.
When an outside call is answered initially by a voice-response unit that prompts for caller information (such as a customer number), that information is passed on to the person receiving the call, assuming that the receiver has screen-pop capability and that the application uses transfer with consultation. As a result, screen pop occurs at the destination.
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NOTE:
In a transfer or conference with consultation, available on inside calls only, the user initiating the transfer or conference calls the destination extension and speaks to the person at that extension before completing the transfer.
The Transfer and Conference features, when activated manually (using the telephone) at a non-operator extension, do not provide the original caller’s information (telephone or extension number or information) to the recipient who has screen-pop capability. For example, if a user manually presses the Transfer button, instead of using the application, then dials an extension and has the application complete the transfer, original caller information is not sent to the receiver.
Collected Digits
As noted in the previous section, another method of using the screen-pop capability is to display a screen based on information entered directly by the caller, rather than based on the caller’s telephone number. This requires a voice messaging system (VMS), such as MERLIN LEGEND Mail Release 2, or an integrated voice response (IVR) application (such as the MERLIN LEGEND
Enhanced Service Center, Release 2) capable of collecting the caller's input.
When the VMS or IVR application answers a call, it plays a message instructing the caller to enter additional digits, such as a social security number, zip code, or customer account number. These additional digits are referred to as collected digits or prompted digits .
Based on the caller's input, the VMS or IVR application transfers the call to the
MERLIN LEGEND Communications System switch, which then routes the call to the proper destination. When the call arrives at the monitored extension, the switch passes the digits to the CTI application, which, in turn, passes these digits to the customer's existing database. The database searches its records for information relating to the collected digits, and returns a screen displaying the data it found.
Refer to the documentation that came with the VMS or IVR application for instructions on installing and programming the collected digits feature.
If you plan to use an application that uses collected digits, you must program the following:
■
In the application that collects the digits, the “transfer to subscribers only” option must be active, and the extensions must be allowed to transfer calls.
■
In the voice messaging system, program regular voice mailboxes as normal cover-answer mailboxes.
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Power Dial
Power Dial is an application feature where software on a user’s computer initiates a voice call on a specified telephone to an inside or outside number. It is generally used by people who must make a large volume of calls to individuals whose telephone numbers are stored in a customer or client database. For example,
Power Dial is often used by for telemarketers and fundraisers.
Basic Call Control
A CTI application on your PC can control an extension’s SA button operations. No other buttons (for example, personal lines) are monitored by applications or are allowed to perform the CTI services. Basic call control includes:
■
■
■
■
■
■
Answering calls arriving on an SA button
Making calls from an SA button
Hanging up calls
Hold and retrieving a call on hold at the user’s extension
Inside transfer
Three-party conference, including those conferences where one or two parties are outside the system
NOTES:
1.
In Release 6.0 and later systems, a conferee in the non-local dial plan is considered to be outside the system.
2.
In Release 6.0 and later systems, if a PassageWay Telephony
Services client extension with a call on an analog Centrex loop-start line attempts either to conference or to transfer to an extension with Centrex Transfer via Remote Call Forwarding activated, the call is immediately transferred without consultation, regardless of the user’s intentions. The originator is disconnected.
CTI applications vary in how they use the system’s features. The list of basic call control activities includes the functions that a CTI application may control; a given application does not necessarily use these system features.
DLC operator extensions can use CTI applications, although QCCs cannot. If a
DLC’s SA button operations are controlled by a CTI application, caller information is passed on to a three-way conference or transfer destination, as long as the operator uses the application to perform the transfer or conference. (The DLC extension works as any other screen-pop-capable extension does.) If a DLC operator’s SA calls are not controlled by a CTI application, then caller information for transferred or conferenced calls is also passed on to a screen-pop-capable extension, just as with a QCC. The only exception occurs when a call is transferred from a Cover button on a DLC. In this case, there is no screen pop at the destination extension.
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NOTE:
In Release 6.0 and later systems, the display of incoming and outgoing calls from and to non-local extensions depends upon the PassageWay Telephony
Services application, the private network trunks, and how the call is routed.
For more information, see “Private Network Operation (Release 6.0 and
Later Systems Only)” on page 195
.
Programming a CTI Link
System Programming includes complete information about programming a CTI link. When you program a CTI link, ensure that no telephone, fax, videoconferencing system, or digital communications equipment is connected to the MLX port. A working or potential system programming or operator position extension cannot be programmed as a CTI link; therefore, a CTI link cannot be programmed on the first or fifth extension jack of an MLX module. A CTI link can be programmed on port 2, 3, 4, 6, 7, or 8 of the MLX module.
In order to program a new CTI link, or remove an existing one, you must first busy-out the slot where the MLX module for the CTI link is located or where you plan to install it. For this reason, if you program the CTI link using an MLX-20L telephone programming console, that console must not be connected to the same
MLX module where you have installed, or plan to install, the CTI link. (See
for more information about programming options. For details about busying-out a slot in the control unit, see the System Manager’s
Guide .)
NOTE:
If your system includes only one MLX extension module, you must use a PC and System Programming and Maintenance (SPM) software to program the
CTI link.
!
CAUTION:
The Maintenance procedures that you use to busy-out and restore a module are normally reserved for Lucent Technologies technicians only.
When you add a CTI link, the system performs the following actions:
■
Reverts button programming to the default for a non-operator MLX telephone
■
Informs you when there are programmed Cover buttons for the CTI link extension on other extensions in the system. These Primary and/or
Secondary Cover buttons are not removed from the associated extensions.
To identify these extensions and remove the Cover buttons, consult the
Extension Information Report for the system, or refer to the relevant system planning forms for extensions and groups (for example, Form 4d,
MLX Telephone, and Form 7c, Group Coverage). Appendix D includes
instructions for removing button programming.
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■
■
■
■
■
■
■
Deactivates forwarding to the extension
Removes the extension from membership in calling groups
Removes the extension from membership in coverage groups
Changes the Extension Directory label for the extension to &7,/,1.
Sets the Alarm feature to the default setting (on) for a CTI link
Restricts dial access to pools for the extension
If the jack is programmed for 2B data, renders the 2B data programming nonfunctional. The 2B data programming is not removed from the main or adjunct extension. If you want to use 2B data, reassign the feature to another port. See System Programming for information about removing or assigning 2B data.
Considerations and Constraints
The Transfer and Conference features, when activated manually (using the telephone) at a non-operator extension do not provide the original caller’s information to the recipient who has screen-pop capability.
Some CTI applications may initiate screen pops for all calls, even those answered at the telephone on a line button other than an SA button. Screen pop, in this case, occurs only after a call is answered. In addition, if a call does not come in on an SA button, the CTI application cannot handle basic call control for that call. The user must perform these actions manually, using the telephone.
When a DLC is not using a CTI application, calls transferred from a DLC’s programmed Cover button do not initiate screen pop, even when the destination is a screen-pop-capable extension
CTI link extensions cannot be programmed on tip/ring or analog multiline telephone module ports. You must choose an extension that is on an MLX port module (008 MLX or 408 MLX).
You cannot program the first or fifth port on an MLX module as the CTI link extension, because these ports are reserved for operator positions.
If you program a CTI link for a jack that is already programmed for 2B data, the
CTI programming overrides the 2B data programming, and a 2B data device that you later connect to the jack will not function as such. For more information about
2B data, see “Digital Data Calls” on page 200
.
You cannot use a system programming port as the CTI link extension.
You cannot program a port as a CTI link if it has a telephone or other device connected to it. However, the port may have the CTI link hardware plugged in.
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You cannot program a CTI link port on an MLX module with firmware vintage 29.
Use an earlier or later vintage.
Because CTI link programming requires that you busy-out the control unit slot where the MLX module with the CTI link is being added or removed, either you must use SPM software to program the CTI link, or the link must be located on a different module from the one where the system programming MLX-20L console is connected. The busy-out programming procedure is available from the system’s
Maintenance menu. For details about busying-out a slot in the control unit, see the
System Manager’s Guide .
An extension programmed as a CTI link should not be used as a phantom extension—an extension that does not serve equipment plugged into the system but used for a special purpose, for example, coverage by a voice messaging system.
In Release 6.0 and later systems, if a PassageWay Telephony Services client extension with a call on an analog Centrex loop-start line attempts either to conference or to transfer to an extension with Centrex Transfer via Remote Call
Forwarding activated, the call is immediately transferred without consultation, regardless of the user’s intentions. The originator is disconnected.
Private Network Operation (Release 6.0 and
Later Systems Only)
Operation for non-local extension calls in CTI-linked PassageWay Telephony
Services applications depends upon the application implementation as well as the type of private networked trunk (PRI, analog tie, or T1 tie) that carries calls between the systems, according to the following rules:
■
■
■
■
For an outgoing call, if the PassageWay Telephony Services application uses the length of a destination telephone number in order to differentiate
PSTN calls from UDP calls, a PassageWay Telephony Services client displays a non-local extension call in the same way as it does inside calls.
For an outgoing call, if the PassageWay Telephony Services application uses receipt of the Network Reached event to differentiate PSTN calls from inside calls, a PassageWay Telephony Services client displays a non-local extension call or other UDP-routed call in the same way it does an outside call made to the public switched telephone network.
For an incoming call, if the PassageWay Telephony Services application uses the length of ANI information to differentiate PSTN calls from UDP calls, a PassageWay Telephony Services client displays a non-local UDP call as an inside call.
For an incoming call, if the PassageWay Telephony Services application uses the presence of a trunk identifier in the delivered event to differentiate
PSTN calls from UDP calls, a PassageWay Telephony Services client displays a non-local UDP call in the same way it does a PSTN call.
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■
For an incoming PSTN call that enters the private network on a PRI trunk with an ANI of length shorter than seven digits and crosses PRI tandem trunks only, the recipient PassageWay Telephony Services client display depends on the PassageWay Telephony Services application implementation.
If the PassageWay Telephony Services application does not strip leading zeros, the PassageWay Telephony Services client displays the ANI information with any leading zeros needed to make the information seven digits long.
If the PassageWay Telephony Services application strips leading zeros, the recipient PassageWay Telephony Services client displays the ANI information in its original length. The call displays as an inside or outside call, depending on whether ANI information or a trunk identifier in the delivered event is used to the differentiate the call.
If the non-local dial plan recipient of a transfer or conference call is a PassageWay
Telephony Services client, the recipient’s display shows caller information about the conference or transfer originator, not about any other caller. Users at
CTI-linked PassageWay Telephony Services extensions must use the telephones at their extensions to make transfers to non-local dial plan extensions or to add conferees to a conference. They cannot use their PassageWay applications. A
PassageWay Telephony Services client display does not provide an indication when a conferee is dropped.
A call may come in from the PSTN to an auto attendant, such as MERLIN
LEGEND Mail, that collects digits from the caller (a customer number, for example). If the application then sends the call to a non-local PassageWay
Telephony Services client, the collected digits do not trigger screen pop at the recipient display, regardless of the type of trunks over which the call is routed.
If a call that has collected digits associated with it is answered and then transferred, the collected digits do not transfer to a non-local PassageWay
Telephony Services client, regardless of the facility.
Mode Differences
Key and Behind Switch Modes
A CTI link cannot be used with communications systems operating in Key mode or Behind Switch mode.
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Queued Call Consoles
Because an operator position cannot use a CTI application, a call to an operator
QCC does not initiate screen pop. The call can initiate screen pop at a screen-pop-capable extension when an operator transfers a call immediately, or during consultation when the operator talks to the system user before transferring a call. The screen pop shows calling party identification information, if available, at the extension.
Direct-Line Consoles
A DLC either can function as an operator and unmonitored extension or can use a
CTI application and function as a monitored extension . An unmonitored extension uses the telephone to transfer or conference a call.
A monitored DLC position functions like any other MLX or analog multiline extension that is using a CTI application. An outside call to the position initiates screen pop at the DLC extension. When a monitored DLC manually transfers or conferences a call, only the DLC extension number is passed to the destination extension(s).
In most respects, unmonitored DLCs operate like QCCs for screen pop. Calls to unmonitored DLCs do not initiate screen pop at the operator extension but when transferred or conferenced do initiate screen pop at a destination extension using a CTI application. However, calls transferred from a DLC’s programmed Cover button do not initiate screen pop, even when the destination is a screen-pop-capable extension.
Single-Line Telephones
Single-line telephone extensions cannot take advantage of CTI applications.
Feature Interactions
Alarm
Conference
9
When a CTI link is reset (called a broadcast reset ), any programmed
Alarm buttons on operator consoles or connected alarm devices go on.
CTI link applications can control conferences of up to three parties, including those where one or two parties are outside the system.
When performed by a QCC operator or unmonitored DLC operator, the
Conference feature generates screen pop at screen-pop-capable destinations.
When a conference is initiated manually at the telephone of an extension using a CTI application, screen pop is initiated for inside parties only (not initiated for outside parties) at screen-pop-capable destinations, even when the application is used to complete the conference.
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Coverage When an extension is programmed as a CTI link, it is removed from membership in coverage groups.
Digital Data Calls
When a call is transferred from a programmed Cover button on an unmonitored DLC, screen pop is not initiated at the destination extension, even if it is using a CTI application.
If you program a CTI link for an extension that is already programmed for
2B data, the 2B data programming is overwritten. The 2B data programming should be removed from the extension.
Direct-Line Console A DLC’s SA calls can be controlled by a CTI application. When they are, the DLC position functions like any other MLX or analog multiline extension that is using a CTI application. An outside call to the position initiates screen pop at the DLC extension.
Directories
Forward and
Follow Me
Group Calling
Hold
Pools
Personal Lines
Calls to DLCs not using a CTI application do not initiate screen pop at the operator extension but when transferred or conferenced—even if they arrive on the DLCs personal line button—do initiate screen pop at a destination extension using a CTI application. However, calls transferred from a DLC’s programmed Cover button do not initiate screen pop, even at screen-pop-capable destinations.
The extension that is programmed as a CTI link can have its label changed through system programming.
When an extension is programmed as a CTI link, forwarding to the extension is deactivated.
In Release 6.0 and later systems, if a PassageWay Telephony Services client extension with a call on an analog Centrex loop-start line attempts either to conference or to transfer to an extension with Centrex Transfer via Remote Call Forwarding activated, the call is immediately transferred without consultation, regardless of the user’s intentions. The originator is disconnected.
When an extension is programmed as a CTI link, the extension is removed from membership in calling groups.
To ensure that calling group overflow calls initiate screen pop at destination extensions, set all personal lines at calling group overflow receivers to No Ring. For example, if a unmonitored DLC overflow receiver has only a personal line—set to Immediate Ring—available for a calling group overflow call, the call arrives on the personal line button.
Therefore, caller information is not sent to the destination extension when the DLC operator transfers the call.
A CTI link application can put an SA button call on hold.
When an extension is programmed as a CTI link, dial access to pools is removed from the extension.
If an unmonitored DLC transfers a call that arrived on a personal line, the screen-pop caller information is sent to the destination extension, provided that the destination extension is using a CTI application.
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Service Observing
System Access/
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Renumbering
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UDP Features
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In Release 6.1 and later systems, Service Observing cannot be programmed on a CTI link. Extensions serving as CTI links cannot be programmed as Service Observers nor as members of Service Observing groups. If an extension is programmed as a CTI link, it is removed as a
Service Observer or a Service Observing group member.
CTI user (client) extensions can be Service Observers as well as members of Service Observing groups.
The Service Observer cannot use a CTI application (such as Passageway
Telephony Services or Passageway Direct Connect) while actively observing an extension.
CTI allows software on a worktop application to control the following:
■
■
Placing a call on hold
Retrieving a call from hold
■
■
Inside transfer and three-party conference
Answering
■
Hanging up on the SA buttons of an extension using the application
When the dial plan changes, the applications must use the new extension number in any request. The PassageWay Telephony Services security database should be updated with the dial plan changes so that permissions are set for the new extension numbers and cleared for the old extension numbers. Some settings in the CTI software applications may need to be updated as well.
CTI link applications can control inside transfers, not transfers to outside numbers. When a CTI application is used to initiate a transfer, caller information is passed to a screen-pop-capable destination.
When a transfer is initiated manually, using the telephone at an extension where a CTI application is installed, screen pop is not initiated at a screen-pop-capable destination, even if the CTI application is used to complete the transfer.
A transfer by a QCC or unmonitored DLC operator generates screen pop of inside or outside caller information at screen-pop-capable destinations.
In Release 6.0 and later systems (Hybrid/PBX mode only), operation for non-local dial plan extension calls, both incoming and outgoing, in
PassageWay Telephony Services applications depends upon the application implementation, the type of private networked trunk (PRI or
tie) that carries calls, and how the call. See “Private Network Operation
(Release 6.0 and Later Systems Only)” on page 195
for details.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Digital Data Calls
Digital Data Calls
At a Glance
Users Affected
Reports Affected
Modes
Factory Settings
2B Data
System Programming
Issue 1
August 1998
Page 200
Users with digital data communications devices or videoconferencing systems only
Extension Directory, Extension Information
Key, Hybrid/PBX
Disabled
●
To assign the 2B Data feature to an MLX adjunct extension:
More
→
'DWD
→
[%'DWD
→
Enter adjunct extension number
Description
The MERLIN LEGEND Communications System supports many options for high- speed digital data transfer over Integrated Services Digital Network (ISDN) and
T1 Switched 56 facilities, or between two extensions on the MERLIN LEGEND
Communications System. To transfer data, you must have an ISDN terminal adapter or other system-compatible digital communications device connected to an MLX port.
NOTE:
A communications device may be included in a hardware and software application, for example, a video system. For more information about digital data and 2B data, see the Data/Video Reference .
The supported connections for making digital data calls are:
■
ISDN PRI lines
■
■
ISDN BRI lines
T1 Switched 56 lines
An extension that includes a digital data communications equipment (DCE) device is called a digital data workstation . It may or may not include a telephone, but it is always connected to at least one MLX extension jack. If the DCE includes an
ISDN-BRI interface, it can use the system’s 2B Data feature to combine the
B-channels of a single MLX jack. Many group and desktop videoconferencing systems support 2B data, as do some DCE devices used for data only (not video)
communications. 2B data is described in more detail in “2B Data” on page 201
.
An MLX telephone can be connected to a desktop videoconferencing system that supports 2B data. This is called a passive-bus MLX telephone .
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Digital Data Calls
Issue 1
August 1998
Page 201
If a videoconferencing system requires two B-channels but does not have an
ISDN-BRI interface (some older group video systems have V.35 interfaces, for example), it may need to use the adjunct extension numbers of two different MLX extension jacks.
Primary Rate Interface
The ISDN Primary Rate Interface (PRI) is a standard access arrangement that can be used to connect the system to a network providing voice and digital data services.
PRI is a standard access arrangement that uses a DS1 facility (also called a pipe ) to support twenty-three 64-kbps data connections (known as B-channels ) and one
64-kbps connection (known as a D-channel ). The D-channel is used to convey signaling information. Some PRI service allows only voice calls and does not
support data. For more information, see “Primary Rate Interface (PRI) and T1” on
page 489 .
T1 Switched 56 Lines
A T1 facility can be connected to the MERLIN LEGEND Communications System to supply a number of data and voice services. Release 4.0 and later systems can support one Switched 56 (56 kbps) data connection on each Digital Signal Level 0
(DS0) channel of the T1 facility. There are 24 DS0 channels on each T1 facility.
For more information, see “Primary Rate Interface (PRI) and T1” on page 489
.
Basic Rate Interface
Basic Rate Interface (BRI) is a standard ISDN access arrangement that can be used to connect the system to a network providing voice and digital data services.
The full designation for BRI service is ISDN NI-1 BRI. BRI is supported in
Release 4.0 and later systems only. BRI supports two 64-kbps data connections
(known as B-channels or lines ) for up to 128 kbps data throughput. For more
information, see the section “Basic Rate Interface (BRI)” on page 88
.
2B Data
The combination of two data-bearing channels ( B-channels ) allows ISDN-BRI devices (such as desktop and group video systems with ISDN-BRI interfaces) to connect to a single MLX port and make full 128-kbps connections using ISDN
NI-1 BRI or ISDN PRI B-channels, or make 112-kbps connections when
T1 Switched 56 facilities are used.
NOTE:
For more information about 2B data, see the Data/Video Reference .
Devices used for 2B data must be connected to MLX jacks that are programmed as 2B data-capable. Devices that do not support 2B data should not be connected to ports programmed for 2B data.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Digital Data Calls
Issue 1
August 1998
Page 202
The MLX extension numbers used to add 2B data capability must correspond to the adjunct extension number for the MLX telephone. By default in a two-digit numbering plan, these adjunct extensions are numbered with the digit “7” preceding the two-digit extension number. If the MLX extension is 20, its corresponding adjunct extension is 720. In a 3-digit or Set Up Space numbering plan, the adjunct extension number is, by default, the main extension number plus
200. (For details about numbering plans, see “System Renumbering” on page
659 .)
Once an MLX jack is correctly programmed, a 2B data-capable device properly connected to the jack should operate at the same data rate (up to 128 kbps) as an
NI-1 BRI line connected directly to a central office.
2B data calls are really two calls, one for each B-channel. (Similarly, ISDN terminal adapters that connect to V.35 video systems must make and receive two calls in order to provide double the speed of a single digital call.)
NOTES:
1.
Users can use any combination of PRI, NI-1 BRI, and T1 to obtain a
2B data connection. However, data transfer speeds are slower on T1
Switched 56 lines (56 kbps on each line). Because of potential speed and other conflicts, it is best to use the same type of facility for both calls that make up a 2B data call.
2.
In Release 6.0 and later systems (Hybrid/PBX mode only), MERLIN
LEGEND Communications Systems can be connected to one another or to DEFINITY ECS or DEFINITY ProLogix Solutions systems in a private network. If the tandem trunks connecting the systems are PRI and two B-channels are available, 2B data digital calls between the systems can take place at 128 kbps. If the tandem trunks connecting the systems are T1-emulated tie data trunks and two channels are available, 2B data digital calls between the systems can take place at
112 kbps.
Considerations and Constraints
When a desktop video system is in a passive-bus configuration (that is, an MLX telephone is connected to it), and the connected MLX telephone is using one of the B-channels for any reason, the desktop video system can receive a call only as a 1B data call. (Some video systems do not support 1B data.) This is called
B-channel contention and can cause problems with features that require two
B-channels, such as Voice Announce to Busy, Hold (including Hold for transfer or conferencing), Call Waiting, and Automatic Callback.
Features that redirect calls (for example, Coverage, Forwarding, Data Hunt
Groups, and Night Service) can present problems for 2B data calls. For example, a video system should not be a coverage sender because another video system receiving calls for it can be assigned only one Cover button for the sending extension. Therefore, only one call of a 2B data call is sent to the receiver, and the
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Digital Data Calls
Issue 1
August 1998
Page 203 second call continues to ring at the sending system. (See “Feature Interactions,” later in this topic, for more information.)
In Release 6.0 and later systems (Hybrid/PBX mode only), when MERLIN
LEGEND and/or DEFINITY ECS or DEFINITY ProLogix Solutions systems are connected in private networks, 2B digital data calls across these networks can take place over PRI tandem trunks or T1-emulated tie data tandem trunks, at speeds up to 128 kbps for PRI or 112 kbps for T1-emulated tie data. If any analog tandem tie trunks are in the communications path, only analog data calls can take place.
MLX modules of firmware vintage 29 are not compatible with 2B data. You must program the feature on a jack whose module is of earlier or later vintage.
Applications
The high-speed data capabilities of the MERLIN LEGEND Communications
System can be used for a number of applications, including videoconferencing,
Internet access, and data transfer.
Depending upon its capabilities, a videoconferencing system may offer application-sharing, video collaboration, and data-sharing on either one or two data channels at a time (most video systems require two channels for 2B data). If one channel is used, the maximum data speed is 64 kbps (PRI) or 56 kbps (T1
Switched 56); if two channels are used, the maximum data speed is 128 kbps or
112 kbps.
Telephone Differences
Queued Call Consoles
QCCs cannot be programmed for 2B data. If a DLC is programmed for 2B data, the DLC cannot be changed to a QCC unless 2B data programming is first removed from the DLC.
Feature Interactions 9
Account Code Entry Account Code Entry can be entered for calls made by digital data workstations and by video systems that support the use of # for feature codes. The account code must be entered before the telephone number.
Authorization Code Data calls can use authorization codes. If Account Code Entry is also used, the authorization code must be entered after the account code.
Authorization codes can be used by video systems that support the use of
# for feature codes.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Digital Data Calls
Auto Dial
Automatic Route
Selection
Barge-In
Call Waiting
Callback
Camp-On
Conference
Issue 1
August 1998
Page 204
A terminal adapter can make a call using an Auto Dial button by dialing the virtual number of the button (for example ). A video system that supports entering # for feature codes can use Auto Dial in the same fashion.
Data calls can be made using ARS. To make calls using ARS, digital devices simply dial the ARS dial-out code (usually ) followed by the telephone number. Data calls must be routed through ARS pools that access only PRI, NI-1 BRI, and/or T1 Switched 56 data lines. To make a
2B data call, a user must make two calls on different lines.
Data calls cannot be barged into.
Call Waiting does not work on data calls. A call appears to wait but does not return to the extension when it becomes available. This feature should be disabled at video systems and data extensions.
At a passive-bus MLX telephone, Call Waiting requires one of the
B-channels needed for a 2B video call and should be used only when the video system is not active on, or receiving, a call.
Videoconferencing systems that can dial feature codes using # can use
Selective Callback. When a pooled line becomes available or the busy video system is idle, the queued call is made, one B-channel at a time.
When the second B-channel becomes available, it can be used for the connection as well, providing the video system supports this capability.
Although video systems can use either off-hook or on-hook Callback, you should only use off-hook Callback for 2B data connections. If you use on-hook Callback, the returning callback call is connected using only one
B-channel.
Automatic Callback should be disabled for digital data and videoconferencing extensions. It can be used at MLX passive-bus extensions at desktop video workstations.
You cannot camp onto data or video calls.
Conference does not function with data calls.
2B data video calls require both B-channels at a video workstation. For this reason, if a call is on hold for conferencing at a passive-bus MLX telephone when a 2B call comes in, the passive-bus MLX telephone cannot retrieve the held call until the 2B video call is over.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Digital Data Calls
Coverage
CTI Link
Directories
Do Not Disturb
Forward and
Follow Me
Group Calling
Issue 1
August 1998
Page 205
Individual Coverage is not recommended for 2B data calls. Because a coverage receiver can have only one Cover button for each coverage sender, only a 1B data call arrives at the receiver. The second call of a 2B call continues to ring at the coverage sender.
Coverage delays do not apply to data calls. Calls ring immediately.
Coverage is not recommended for video extensions. However, an MLX passive-bus telephone can be covered during 2B video calls (when both
B-channels are busy), but it must have a programmed Do Not Disturb button. The user at the telephone activates Do Not Disturb during 2B calls.
A passive-bus MLX telephone can be a coverage receiver, but this gives the user little control when B-channels must be available for 2B data.
If you program a CTI link for an extension that is already programmed for
2B data, the 2B data programming is no longer functional. The 2B data programming should be removed from the extension.
Digital communications devices and videoconferencing systems cannot make use of Extension, Personal, or System Directories.
Digital communications devices can activate Do Not Disturb by dialing the virtual button number (for example ) of the Do Not Disturb button. Do
Not Disturb can be activated by video systems that have the ability to dial strings and feature codes that begin with #.
A Do Not Disturb button should be programmed at MLX passive-bus telephones, and the feature should be activated during 2B video calls.
Otherwise, voice calls ring and flash at the MLX telephone during 2B data calls, although they cannot be answered.
The use of Do Not Disturb at a passive-bus MLX telephone allows voice calls to be covered while 2B video calls are in progress.
Digital communications devices can forward calls by dialing the associated feature code.
Forward can be activated by video systems that have the ability to dial strings and feature codes that begin with #. 2B data calls are forwarded as two 1B data calls.
Remote Call Forwarding features are not available at video system extensions.
Lines intended for data calls should not be mixed in the same calling group with lines intended for voice calls.
Video systems can connect only with 1B data connections (provided that the video application supports 1B data) when receiving a call through a calling group (called a Data Hunt Group when used for data calls), because a calling group dispenses only one call to each calling group member.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Digital Data Calls
Hold
Last Number Dial
Messaging
Multi-Function
Module
Night Service
Paging
Park
Personal Lines
Pickup
Issue 1
August 1998
Page 206
Data calls cannot be put on hold.
2B data video calls require both B-channels at a video workstation. For this reason, if a call is on hold at a passive-bus MLX telephone when a 2B call comes in, the passive-bus MLX telephone cannot retrieve the held call until the 2B video call is over.
Terminal adapters can use Last Number Dial by dialing the Last Number
Dial feature code. Last Number Dial can be activated by video systems that can dial strings and feature codes that begin with #.
Messaging features are not available for data or video extensions, but they can be used by telephones at these workstations.
An MFM cannot be used to connect a digital communications device or videoconferencing system.
If a digital communications device or videoconferencing system is a member of the Night Service group, voice calls to the Night Service group do not ring at these extensions. Data or video calls do ring, and 2B data calls can be established. However, if there are two or more 2B data extensions receiving Night Service calls, the two 1B data calls that form a
2B data call may be directed to different extensions instead of the same one during Night Service operation.
Digital communications devices and videoconferencing systems can be assigned to paging groups. However, they should not be: they are not alerted if there is a call to a paging group, and they cannot make group pages.
Data calls cannot be parked.
Personal lines can be assigned to digital communications devices and videoconferencing systems, which ideally should not share personal lines except with extensions at the same workstations. If they do share personal lines, the system manager should ensure that enough idle lines are available, particularly when a video system is receiving 2B data calls.
Otherwise, the video system may receive only 1B data while another extension is using a second personal line.
When a personal line is shared between a digital data device and a telephone, voice calls are directed only to the telephone, and data calls are received only by the digital communications device.
Personal lines can be shared between an MLX telephone and a desktop video system in passive-bus configuration. 2B data calls can be completed in this situation.
Personal lines can also be shared between an MLX telephone and a digital communications device connected to the MLX adjunct extension, provided that the communications device supports this capability.
A digital communications device can pick up a data call. Pickup is not recommended at video system extensions, although it can be used at a passive-bus MLX telephone.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Digital Data Calls
Pools
Privacy
Reminder Service
Remote Access
Ringing Options
Signal/Notify
Speed Dial
System Access/
Intercom Buttons
Tandem Switching
Transfer
Voice Announce to
Busy
Issue 1
August 1998
Page 207
If a videoconferencing system is programmed to have a single Pool button, two calls to that pool result in a 1B data call. However, if two separate pools are assigned to a videoconferencing system extension, then a 2B data call can be established. If a system includes two or more video systems sharing the same pools, incoming 2B data calls can be misrouted.
Privacy is activated automatically for digital data calls.
Digital communications devices and videoconferencing systems cannot receive reminder calls.
Data calls cannot be made into lines programmed for remote access.
Personalized ringing has no effect on digital data calls.
Some terminal adapters follow programmed ringing options and should be set to Immediate Ring.
Videoconferencing systems are not affected by ringing options.
Signaling can be activated by video systems that have the ability to dial strings and feature codes beginning with #.
A Notify signal can be received at a passive-bus MLX telephone, even when a 2B data or voice call is active.
Personal and System Speed dial codes can be used on digital communications equipment (DCE).
Speed Dial codes can be used only on digital video systems that have the ability to dial feature codes or number strings that begin with .
Data calls cannot be presented as voice calls, although digital equipment can make calls using ICOM or SA Voice Announce buttons.
In Release 6.0 and later systems (Hybrid/PBX mode only), digital data calls between networked systems must travel over PRI tandem trunks or
T1-emulated tie data tandem trunks. 2B data is supported when two
B-channels or T1 channels are available. Digital data calls can take place at 64- and 128-kbps data speeds over tandem PRI trunks that are routed for data-only or voice/data operation. T1-emulated tie data tandem facilities are UDP-routed for data only; 56- and 112-kbps data speeds are supported on these facilities.
Data calls cannot be transferred.
2B data video calls require both B-channels at a video workstation. For this reason, if a call is on hold for transfer at a passive-bus MLX telephone when a 2B call arrives, the passive-bus MLX telephone cannot retrieve the held call until the 2B video call is over.
Voice Announce to Busy should be disabled at digital data workstations.
At a passive-bus MLX telephone, Voice Announce to Busy requires one of the B-channels needed for a 2B video call and should be used only when the video system is not active on, or receiving, a call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct-Line Console
Direct-Line Console
Issue 1
August 1998
Page 208
At a Glance
Users Affected
Reports Affected
Modes
Telephones
MLX
Analog Multiline
System Programming
DLC operators only
System Information ( 6\V6HWXS ), Operator Information,
Extension Information
All
MLX-20L, MLX-28D
®
BIS-22D, BIS-34, BIS-34D, MERLIN II System Display
Console
●
Assign or remove an individual DLC position:
2SHUDWRU
→
3RVLWLRQV
→
'LUHFW/LQH
→
6WRUH$OO
●
Enable or disable DLC operator automatic Hold systemwide:
2SHUDWRU
→
'/&+ROG
When one-touch Transfer is programmed, select either
● automatic or manual completion for system operators:
2SWLRQV
→
7UDQVIHU
→
2QH7RXFK
→
7UDQVIHU
●
Change the duration of the timer signaling a call still on hold:
2SHUDWRU
→
+ROG7LPHU
8
2
.
Maximums
Operator positions (total
DLCs and QCCs)
DLCs for each module
MLX Display Labels
Factory Settings
Personal Lines
MLX DLC
Analog DLC
DLC Operator Automatic
Hold
Operator Hold Timer
One-Touch Transfer with
Automatic Completion
Primary System Operator
Position
Park Zone Extensions
Lines 1–18
Lines 1–32
Disabled
60 sec (range 10–255 sec)
Enabled
First (lowest) jack on first MLX or analog extension module, fixed
881–888
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct-Line Console
Description
Issue 1
August 1998
Page 209
A Direct-Line Console (DLC) is an answering position that system operators use to:
■
■
Answer outside calls that are not directed to an individual user or group.
Answer inside calls.
■
■
Transfer inside and outside calls to local or non-local extensions or to an outside telephone number.
Make outside calls, for example, for users with extensions restricted from making outside calls.
■
■
■
Set up conference calls.
Monitor system operation.
Monitor group member or room status when used with Extension Status in calling group Call Management System (CMS) or Hotel mode.
A DLC operates like other multiline telephones. In all three modes of operation, outside lines are assigned as personal lines to individual buttons on the console.
The lines assigned on an individual DLC can also be assigned to buttons on other consoles or other extensions. Incoming calls can ring on any of the line buttons, and several calls can ring simultaneously. The operator uses the Transfer button to direct calls to other extensions or outside numbers.
In Release 6.0 and later systems (Hybrid/PBX mode only), private networked trunks must not be programmed on a DLC as personal lines. DLC operators can call UDP extensions by using an SA button.
When programmed systemwide, DLC operator automatic Hold puts an active call on hold when a DLC operator presses another line button. When one-touch Hold is programmed systemwide and the DLC operator is on a Personal Line, pressing an Auto Dial button or DSS button also puts an active outside call on hold. Both of these Holds speed call handling and prevent accidental disconnection of callers.
A DLC operator hears an abbreviated ring as a reminder of a call on hold every time the interval programmed for the operator hold timer (10–255 seconds) expires.
NOTE:
In Release 6.0 systems (Hybrid/PBX mode only), a DSS button or an inside
Auto Dial button cannot be used to access a non-local extension. A programmed outside Auto Dial button can be used for this purpose.
In Release 6.1 and later systems (Hybrid/PBX mode only), a DSS button can be used to access a non-local extension, but an inside Auto Dial button cannot. No busy indication, however, appears on the DSS for a non-local extension.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct-Line Console
Issue 1
August 1998
Page 210
A multiline telephone, assigned as a DLC through system programming, can use both operator features and telephone features available for non-operator multiline telephones to increase call-handling efficiency. The operator features that can be assigned to buttons on the console are Alarm, Night Service, Missed Reminder, and Send/Remove Message.
On a system with 29 or fewer lines, Alarm, Night Service, and Send/Remove
Message are assigned, by default, to analog DLCs on buttons 32–34. On a system with more than 29 lines, Alarm is replaced with line 30, Night Service is replaced with line 31, and Send/Remove Message is replaced with line 32. The first 18 lines on an MLX DLC are always factory-set as personal lines.
Each MLX DLC can have one or two Direct Station Selector (DSS) adjuncts attached. A DSS cannot be attached to an analog DLC; however, the MERLIN II
System Display Console provides a built-in DSS.
Inside Auto Dial buttons can also be programmed on DLCs. The operator can use these buttons to transfer a call to a local extension, make an inside call, or determine whether a local extension has Do Not Disturb turned on.
Considerations and Constraints
The maximum number of DLC operator positions is eight. These can be all DLCs or a mixture of DLCs and QCCs. When both DLCs and QCCs are assigned, no more than four can be QCCs. In a system with both DLC and QCC positions, the primary system operator position must be a QCC. The primary operator position is the first (lowest) jack on the first MLX or analog extension module.
Only multiline telephones connected to the first and fifth extension jacks on an
MLX or analog module can be assigned as DLCs. This includes DLC positions used for calling group supervisors and Call Management System (CMS) supervisors.
A maximum of two DLCs can be assigned for each MLX or analog extension jack module.
A DLC cannot be located off premises.
When only DLCs (and not QCCs) are assigned, the first DLC connected to the control unit is the primary system operator position. When the system is first connected, all Dial 0 calls, invalid destination calls from remote access users, and unassigned DID calls are directed to this position. Call Management System equipment is connected to analog extension jacks that are assigned as DLCs.
Two DLCs on the same module must be assigned for each CMS (maximum of two) connected to the system.
In Release 3.1 and later systems, if an extension is changed from a Direct-Line
Console to a QCC, pool dial-out codes are disallowed on the QCC. You must use system programming to allow the use of pool dial-out codes on the QCC.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct-Line Console
Mode Differences
Issue 1
August 1998
Page 211
Hybrid/PBX Mode
If QCCs are assigned with DLCs, a QCC must be connected to the first extension jack on the first MLX module in the first carrier as the primary system operator position.
Pool buttons cannot be assigned on a DLC; however, lines/trunks included in a pool can be assigned as personal line buttons on a DLC. In Release 6.0 and later systems (Hybrid/PBX mode only), private trunks must not be assigned as personal lines on a DLC.
Lines that are not assigned to buttons on the DLC can be selected by the operator only by dialing the pool dial-out code from the SA button or, on an MLX DLC, by selecting a DSS button for the pool dial-out code. In Release 6.0 and later systems (Hybrid/PBX mode only), a DLC should not be given dial access to private trunk pools.
Lines that are not assigned to a pool cannot be selected from a DLC unless they are assigned to buttons on the console. Shared SA buttons cannot be assigned to
DLCs.
Key and Behind Switch Modes
Only DLCs (not QCCs) are allowed in Key and Behind Switch modes.
A DLC operator cannot select lines that are not assigned to buttons on the console.
Telephone Differences
MLX Telephones
An MLX-20L assigned as a DLC can also be used for system programming by connecting it to any of the first five extension jacks on the first MLX module and designating the extension jack for system programming. The Home screens of the
MLX-20L and MLX-28D are the same as those of non-operator telephones.
The built-in DSS field on the MERLIN II System Display Console corresponds to physical extension jacks in the control unit, instead of specific extension numbers in the numbering plan. Therefore, DSS buttons on the MERLIN II System Display
Console cannot be used to monitor the busy status of pools or calling groups or to place or transfer calls to a non-local extension.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct-Line Console
Issue 1
August 1998
Page 212
All Dial 0 calls are directed to the QCC queue and do not ring at any DLC positions. A DLC cannot use Position Busy, which is available only for QCCs. A
DLC cannot be assigned as a position-busy backup for a QCC. (Only calling groups can provide backup for a QCC.)
Analog Multiline Telephones
An analog DLC cannot be used for system programming.
Feature Interactions 9
Alarm A DLC operator uses an Alarm button to monitor system operation. The red LED next to the Alarm button on the operator console goes on when the system detects a problem that requires immediate attention. An operator with an MLX DLC can use Inspect to display the number of alarms; an operator with an analog DLC cannot use Inspect. On a system with fewer than 29 lines, an Alarm button is factory-assigned to analog
DLCs with 34 or more buttons.
On a system with more than 29 lines, the Alarm button is replaced with the line 30 button. The Alarm button is not a fixed feature and can be assigned to any available button on an analog or MLX DLC.
Allowed and Disallowed Lists can be assigned to DLCs.
Allowed/
Disallowed Lists
Auto Dial
Calling Restrictions Calling restrictions can be assigned to DLCs. This helps to prevent users from bypassing restrictions on their extensions by asking system DLC operators with unrestricted consoles to connect them to an outside call.
Call Waiting and
Camp-On
When a DLC operator uses Camp-On to transfer a call to a busy extension, the call is placed in the call-waiting queue and the caller hears the call-waiting tone, whether or not the extension has Call Waiting activated. If the system is programmed for one-touch Transfer with automatic completion, the operator uses Camp-On by pressing the
Transfer button, dialing the extension manually, activating Camp-On, hanging up, and pressing either another line button or the Transfer button again. If the operator presses an inside Auto Dial or DSS button, the transfer is automatically completed and Camp-On cannot be used.
Coverage
An inside Auto Dial button can be programmed on a DLC. A DLC operator can use the button to transfer a call, make an inside call, or determine whether or not the extension is available.
A DLC can be both an Individual or Group Coverage receiver and a member of a coverage group. No more than eight Primary Cover,
Secondary Cover, or Group Cover buttons can be assigned on a DLC. A
DLC can also be a sender.
When a DLC is used in a system with a CTI link and is not itself using a
CTI link application (that is, the DLC is unmonitored), calls transferred from a Cover button on the DLC do not initiate screen pop, even at screen-pop-capable destinations.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct-Line Console
CTI Link
Directories
Do Not Disturb
Extension Status
Forward and
Follow Me
Group Calling
Issue 1
August 1998
Page 213
A DLC’s SA calls can be controlled by a CTI application. When they are, the DLC position functions like any other MLX or analog multiline extension that is using a CTI application. An outside call to the position initiates screen pop at the DLC extension.
Calls to DLCs not using a CTI application do not initiate screen pop at the operator extension but when transferred or conferenced—even if they arrive on the DLCs personal line button—do initiate screen pop at a destination extension using a CTI application. However, calls transferred from a DLC’s programmed Cover button do not initiate screen pop, even at screen-pop-capable destinations.
An operator with an MLX DLC can use all Directory features.
The green LED next to an Auto Dial or DSS button on a DLC turns on when a user activates Do Not Disturb. In Release 2.0 and later systems, an operator can inspect a DSS button with a red LED on to see whether the local extension is busy or using Do Not Disturb. If the user at the extension has turned on Do Not Disturb, the Do Not Disturb message is posted and appears on the operator’s display. The message may also mean that the user has posted the message without turning on the feature.
Extension Status capability can be assigned to DLCs only. In Hotel configuration, only a DLC operator can change an extension to Status 0.
In the Group Calling/Call Management System configuration, a calling group or CMS supervisor uses a DLC to monitor and change group member status.
A DLC operator can forward calls to local and non-local extensions and, if the capability is assigned in system programming, to outside telephone numbers. In Key mode, because outside lines are assigned as personal line buttons on the console, the ability to forward calls received on each outside line (excluding loop-start lines with unreliable disconnect) to an outside number must also be assigned by system programming; it can be assigned to only one telephone for each individual line/trunk. In addition, the DLC must be designated as the principal user. In Hybrid/PBX mode, it can be assigned to multiple telephones for each pool.
A DLC can be a member of a calling group; it is used in the calling group supervisor position.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct-Line Console
Hold
Messaging
Issue 1
August 1998
Page 214
When programmed systemwide, DLC operator automatic Hold places an active call on hold when a DLC operator presses another line button. How
Hold works depends on the type of call and its appearance on the telephone:
■
■
When one-touch Hold is programmed systemwide and the operator is active on a Personal Line, pressing an Auto Dial button or DSS button also puts the call on hold. This prevents accidental disconnection of callers and speeds call handling. If the operator is active on an inside call and the call is on hold, the DLC operator hears an abbreviated ring as a reminder each time the interval programmed for the operator hold timer (10–255 seconds) expires.
If the operator is active on an inside or outside call on an SA button, pressing an Auto dial button or a DSS button does not place the call on hold. The user at the extension associated with the Auto Dial or
DSS button hears the manual signaling beep.
■ For Release 6.1 systems (Hybrid/PBX mode only), if, while on an inside or outside call on an SA button with one-touch Hold enabled, a DLC operator presses a DSS button for a non-local extension, the call is not placed on hold, and the extension is not dialed. If, however, while on an outside call on a Personal Line button with one-touch Hold enabled, a DLC operator presses a DSS button for a non-local extension, the call is placed on hold and the non-local extension is dialed.
The Send/Remove Message feature is only for operators. It is used by a
DLC operator to turn on the Message LED to indicate a waiting message.
For telephones without a display, Send/Remove Message is the only way the Message LED can be turned on and off by operators. The
Send/Remove Message button is factory-assigned to analog DLCs on button 34. The Send/Remove Message button is replaced with line 32 when the system has more than 29 lines. Send/Remove Message can be assigned to any available button on an analog or MLX DLC.
An MFM cannot be assigned as a DLC position.
Multi-Function
Module
Night Service
Paging
A Night Service button is assigned only to operators and is used to activate and deactivate Night Service. It is factory-assigned to analog
DLCs on button 31. On a system with more than 29 lines, the Night
Service button is replaced with line 31. The Night Service button can be assigned to any available button on an analog or MLX DLC.
A line/trunk jack programmed for Loudspeaker Paging can be assigned to a button on an analog or MLX DLC for one-touch access. An MLX DLC operator can also access a loudspeaker paging system by dialing the line number (801–880) for the line/trunk jack of the loudspeaker system.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct-Line Console
Park
Personal Lines
Pickup
Pools
Reminder Service
Remote Access
Service Observing
Speed Dial
Issue 1
August 1998
Page 215
Eight park zone codes (factory set extension numbers 881–888) are automatically reserved for parking calls from a DLC. These numbers cannot be assigned to the DSS buttons on a MERLIN II System Display
Console. To assign park zones to a DSS connected to an MLX DLC, the numbers must be in the range programmed for the Page buttons. An operator can program park zone codes on inside Auto Dial buttons. An inside Auto Dial button can also be programmed with a user’s or operator’s own extension number and can be used to park calls.
In all modes, the factory setting in for analog DLCs assigns the first 32 lines connected to the system as personal lines. On MLX DLCs, the first
18 lines are automatically assigned as personal lines.
In Release 6.0 and later systems (Hybrid/PBX mode only), private trunks must not be assigned as personal lines on a DLC.
A DLC can be part of a pickup group, allowing other group members to provide backup for the DLC. In turn, a DLC operator uses Pickup to answer calls on lines that are not assigned to buttons on the console.
In Hybrid/PBX mode, a Pool button cannot be assigned to a DLC. A DLC operator accesses a pool by dialing the pool dial-out code from an SA button or, on an MLX DLC with a DSS, by pressing the DSS button associated with the pool dial-out code. Lines/trunks assigned to pools can be assigned as personal lines only on a DLC.
In Release 6.0 and later systems (Hybrid/PBX mode only), a DLC should not be given dial access to private trunk pools, nor should these trunks be assigned as personal lines on a DLC.
DLC operators can use Reminder Set to set or cancel reminders directed to other users. The operator can also see when a reminder has been missed, because the user did not answer the call, and then cancel the missed reminder. The Missed Reminder feature can be used only at operator positions.
Invalid remote access calls can be programmed to ring on an SA or ICOM button on a DLC.
In Release 6.1 and later systems, a DLC MLX telephone can be a Service
Observer and can be a member of a Service Observing group.
System Speed Dial numbers can be programmed from the first DLC connected to the first (lowest) analog extension jack on the module in slot
01 of the control unit.
Shared SA buttons cannot be assigned to DLCs.
System Access/
Intercom Buttons
Transfer A DLC operator uses Transfer to direct calls to other users. See
for further information.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct-Line Console
UDP Features
Issue 1
August 1998
Page 216
In Release 6.0 and later systems (Hybrid/PBX mode only), outside Auto
Dial buttons can be programmed with non-local extension numbers.
In Release 6.1 and later systems, DSS buttons can be programmed with non-local extensions. However, no busy indication appears on the DSS for those non-local extensions.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Direct Station Selector
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Maximums
Factory Settings
Page 1 button
Page 2 button
Page 3 button
Issue 1
August 1998
Page 217
Operators
Operator Information
All
MLX-20L, MLX-28D
Assign extension numbers selected when DSS buttons are
● pressed:
6\V5HQXPEHU
→
6LQJOH
→
More
→
'66%XWWRQ
16 DSSs for each system
2 DSSs for each console (1 for each console if 3 or more consoles in one carrier)
150 extension numbers for each DSS (3 pages of extension numbers, 50 extension numbers for each page)
Starts with Extension 0
Starts with Extension 50
Starts with Extension 100
Description
One or two Direct Station Selectors (DSSs) can be connected to an MLX-20L or
MLX-28D telephone assigned as an operator position. The DSS enhances the call-handling capabilities of an operator with a Direct-Line Console (DLC) or a
QCC. When connected to an MLX-20L telephone used as a system programming console, the DSS facilitates system programming and centralized telephone programming procedures. When used with the Extension Status feature or by a calling group or Call Management System (CMS) supervisor, the DSS allows a user to determine, at a glance, calling group or CMS group member status or room status.
The DSS provides the following call-handling capabilities or information:
■
One-touch dialing of inside extensions
■
■
One-touch Transfer
One-touch Hold (DLC only)
■
■
■
■
■
On-hook, off-hook, or Do Not Disturb status of extensions in the system
Extension status indication (group member or room status)
Calling group queue status
Message-waiting LED status
Operator park zones
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Issue 1
August 1998
Page 218
■
Dialing of non-local extensions (Release 6.1 and later systems)
The DSS, shown in Figure 15 , has an array of 50 buttons, called
DSS buttons , with red LEDs. A maximum of two DSSs can be connected to provide a field of
100 buttons. Ten additional fixed-feature buttons with green LEDs are at the bottom of the DSS. The first three (from left to right) on the top row are Page buttons, which are used to select the range of extension numbers represented by the DSS buttons. A fourth button (lower leftmost) is the Message Status button, which is used to turn the message status operation on and off. When you are using the Message Status feature, the LED next to each DSS button for a local extension indicates whether or not a message is waiting from a system operator.
The remaining six buttons on the first DSS and the 10 buttons at the bottom of the second DSS are not operable (reserved for future use), except on a QCC, where the rightmost button on the second to last row of the first DSS activates the Direct
Voice Mail feature for local extensions.
A page is a range of extension numbers assigned to a DSS. A single DSS can have three pages of extension numbers, with 50 extension numbers for each page, for a total of 150 extension numbers. When two DSSs are connected, each page’s capacity is increased to 100 extension numbers. The two connected DSSs can have three pages of extension numbers for a total of 300 extension numbers.
The beginning number for each page is assigned through system programming.
When an operator presses a Page button, the page of the DSS corresponds to a range of 50 (for a single DSS) or 100 (for two connected DSSs) extension numbers. The factory settings for Page buttons are as follows: the Page 1 button begins with Extension 0; the Page 2 button begins with 50; and the Page 3 button begins with 100.
If only one DSS is attached, each Page button assignment sets the console for a range of 50 extension numbers. If two DSSs are attached, each Page button assignment sets the console for a range of 100 extension numbers. If two DSSs are used, the factory setting must be changed so that the difference between extensions assigned to the range is at least 100. For example, for a three-digit dial plan, assign Page 1 button to begin with Extension 100, Page 2 button to begin with Extension 200, and Page 3 button to begin with Extension 300. For a four-digit dial plan, assign Page 1 button to begin with Extension 1000, Page 2 button to begin with Extension 1100, and Page 3 button to begin with Extension
1200.
The beginning extension number associated with each Page button is the same for all operator positions and cannot be programmed differently for individual operator positions.
Each Page button range can begin with any extension number that is a multiple of
50, in the range of 0 to 9950. However, to speed call handling, the assignments should be sequential; the range starting with the lowest extension number should be assigned to Page 1, the range starting with a higher extension number should be assigned to Page 2, and the range starting with a still higher extension number should be assigned to Page 3. You cannot program individual buttons on a DSS.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
DSS Buttons
Issue 1
August 1998
Page 219
05
06
07
08
09
00
03
04
01
02
15
16
17
18
19
10
13
14
11
12
20
23
24
21
22
25
26
27
28
29
35
36
37
38
39
30
33
34
31
32
40
41
42
43
44
47
48
49
45
46
Page
Buttons
Message
Status
Button
100
MSG
700 800
Reserved Buttons
Figure 15.
Direct Station Selector
Each of the 50 DSS buttons corresponds to one of three extension numbers. The specific extension number is determined by the Page button that an operator presses. For example, if the first extension number for the Page 1 button is programmed to be Extension 100, the DSS buttons and associated LEDs on a single DSS correspond to local Extensions 100 to 149. The specific extensions represented by each DSS button are assigned from top to bottom, left to right, as shown in Figure 15 . On a QCC, the upper right reserved button is used for voice announcements.
A DSS button can represent one of the following:
■
Local extension number
■
■
Non-local extension number
Line/trunk number (801–880)
■
■
■
■
■
Pool dial-out code (Hybrid/PBX mode only)
Calling group extension number
Paging group extension number
Operator park zone extension number
Access code (usually ) for ARS or Idle Line Preference
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Issue 1
August 1998
Page 220
■
■
Remote access dial code
LDN (the extension for the QCC queue)
The use and definition of each DSS button’s LED depend on the local extension represented by the button and on whether the operator position is used for normal call handling, calling group or CMS supervisory operation, Extension Status in
Hotel configuration, or message status operation. See “Extension Status” on page
280
and “Group Calling” on page 312
for additional information.
Normal Call-Handling Operation
Normal call-handling operation is active when the position is not in Message
Status or Extension Status operation. The DSS buttons are used for one-touch dialing of local or non-local extension numbers. When a button for a local or non-local telephone extension, local or non-local calling group extension, or local paging group extension is pressed, the extension number is dialed automatically.
In Hybrid/PBX mode, an operator can either select a specific pool by pressing the
DSS button for a local pool dial-out code or dial the local ARS code by pressing the DSS button for the ARS code. If, before lifting the handset, an operator presses a DSS button for any of the extensions or codes mentioned above, the speaker is turned on automatically and an SA or ICOM button is selected.
An operator can also use a DSS button to activate a feature that requires a local extension number, for example, Barge-In, Conference, Send/Remove Message,
Forward (including Remote Call Forwarding), Follow Me, Leave Message,
Reminder service, and Transfer. To do this, the operator presses the Feature button, dials the feature code, and then presses the DSS button for the extension number.
The result of pressing a DSS button while on a call depends on the type of operator position, the type of button pressed, and whether the system is
programmed for one-touch Hold or one-touch Transfer, as described in Table 10,
page 221
. For a QCC operator position, see Table 12,
page 223 .
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Issue 1
August 1998
Page 221
Table 10. Results of Pressing DSS Button while Active on a Call: DLC Position with
One-Touch Hold
Extension Type
Individual, calling group, paging group
Pool dial-out code or
ARS code
Result
An outside caller is put on hold, an SA or ICOM button is selected automatically, and the extension number is dialed automatically.
Transfer is not completed automatically.
How Hold works depends on the type of call and its appearance on the telephone:
■
■
When one-touch Hold is programmed systemwide and the operator is active on a Personal Line, pressing an Auto Dial button or DSS button also puts the call on hold. This prevents accidental disconnection of callers and speeds call handling. If the operator is active on an inside call and the call is on hold, the DLC operator hears an abbreviated ring as a reminder each time the interval programmed for the operator hold timer
(10–255 seconds) expires.
If the operator is active on an inside or outside call on an SA button, pressing an Auto dial button or a DSS button does not place the call on hold. The user at the extension associated with the Auto Dial or DSS button hears the manual signaling beep.
■ For Release 6.1 systems (Hybrid/PBX mode only), if, while on an inside or outside call on an SA button with one-touch Hold enabled, a DLC operator presses a DSS button for a non-local extension, the call is not placed on hold, and the extension is not dialed. If, however, while on an outside call on a Personal
Line button with one-touch Hold enabled, a DLC operator presses a DSS button for a non-local extension, the call is placed on hold and the non-local extension is dialed.
Pool dial-out codes and ARS codes apply to local extensions only.
The caller is put on hold, transfer is initiated, the pool dial-out code or ARS code is automatically dialed, and the operator can then dial the outside telephone number. Transfer completion is always manual—the operator must press another button or hang up to complete the transfer.
Park zone Park zone applies to local extensions only. The Park feature is activated, and the call is put on hold on the selected park zone to allow Pickup from any extension in the system.
Line/trunk number, LDN, Ignored, no effect unassigned extension numbers, dial 0 calls
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Issue 1
August 1998
Page 222
Table 11. Results of Pressing DSS Button while Active on a Call: DLC Position with
One-Touch Transfer
Extension Type
Individual or calling group
Pool dial-out code or
ARS code
Result
The caller is put on hold, transfer is initiated, an SA or ICOM button is selected automatically, and the extension number is dialed automatically. If manual completion is programmed, an operator must press another button or hang up to complete the transfer. If automatic completion is programmed, the transfer is completed automatically.
The caller is put on hold, transfer is initiated, the pool dial-out code is automatically dialed, and the operator can then dial the outside telephone number. Transfer completion is always manual; the operator must press another button or hang up to complete the transfer, whether the system is programmed for manual or automatic completion.
Paging group
Park zone
The caller is put on hold, an SA or ICOM button is selected automatically, and the paging group extension number is dialed automatically. Transfer is not completed automatically, whether the system is programmed for one-touch Hold or one-touch Transfer, because calls cannot be transferred to a paging group.
The Park feature is activated, and the call is put on hold in the selected park zone to allow Pickup from any extension in the system.
Line/trunk number, LDN, Ignored, no effect unassigned extension numbers, dial 0 calls
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Issue 1
August 1998
Page 223
Table 12. Results of Pressing DSS Button while Active on a Call: QCC Position
Extension Type
Individual or calling group
Result
The caller is put on hold, the transfer is initiated, and the extension is dialed automatically. If extended call completion is programmed with the Manual option, the operator must press the Release button or hang up to complete the transfer. If extended call completion is programmed with the Automatic option, the transfer is completed automatically.
Pool dial-out code or
ARS code
Paging group
The caller is put on hold, the transfer is initiated, and the pool dial-out or ARS code is dialed automatically. The operator can then dial the telephone number. Transfer completion is always manual whether extended call completion is programmed as manual or automatic.
The caller is put on hold, a Call button is automatically selected, and the paging group extension number is automatically dialed. The call transfer process is not initiated automatically because calls cannot be transferred to a paging group.
Park zone The Park feature is activated, and the call is put on hold in the selected park zone to allow Pickup from any extension in the system.
Line/trunk number, LDN, Ignored, no effect unassigned extension numbers,
dial 0 calls
The red LEDs for each DSS button are used to determine whether a user is on a call (off hook), has no call active (on hook), or is using Do Not Disturb. The LED indication (on) is the same for off hook and Do Not Disturb; however, in Release
2.0 and later systems, an operator can inspect the DSS button to determine whether the user is on a call or has activated Do Not Disturb.
For a calling group extension on a DSS button, the red LED indicates the status of the queue. In Release 5.0 and later systems, the DSS button flashes if the number of calls waiting in the queue is greater than or equal to Threshold 1 but fewer than Threshold 3. The LED lights steadily if the number of waiting calls is greater than or equal to Threshold 3. If three thresholds are needed, an inside
Auto Dial button should be used to monitor queue status.
For a pool dial-out code on a DSS button, the red LED indicates line/trunk availability.
In Release 6.1 and later systems, pressing a DSS button for a non-local dial plan extension will cause the appropriate routing pattern and route to be chosen. The
DSS LED associated with the non-local dial plan are not updated for any feature including switchhook operation, therefore the extinguished appearance for a
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Issue 1
August 1998
Page 224 non-local dial plan extension does not indicate the true state of the extension. Do
Not Disturb information is not conveyed because the LED is extinguished. Using the Inspect button only provides the extension number for a non-local dial plan extension. If the facilities are busy that are needed to make the call to non-local dial plan extension, associated with the pressed DSS button, the call is queued.
The called MERLIN LEGEND blocks calls to the non-local dial plan Paging groups and if the operator attempts to use the console to activate a feature associated with a remote extension, in general the feature will not work.
Also in Release 6.1and later systems, a called switch may not act on an external call from a DSS button on another Legend. For example, a page may not be connected at the called extension.
Table 13 shows the meanings of the red LEDs for DSS buttons for local
extensions while the operator position is in normal operation and message status
is not active. Table 13 does not apply to non-local extensions.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Table 13. LED Meanings for Normal Call-Handling Operation
Issue 1
August 1998
Page 225
LED Status
Off
Extension Type
Individual
Meaning
The person is not on the telephone and is not using Do
Not Disturb.
Line/Trunk number The line/trunk is not in use. The LED is always off for a
DID trunk or a Switch 56 trunk on a DLC.
Pool dial-out code At least one line/trunk is available for making an outside call.
Calling group The calling group queue is below the programmed threshold (in Release 5.0 and later systems, below
Threshold 1).
Paging group The group is available for making a group announcement.
Operator Park Zone A call is not parked on this park zone code.
ARS, Remote access, LDN
Individual
Not applicable, red LED is always off.
On
■
The person is on the telephone or has activated the
Do Not Disturb feature.
Line/trunk number The line/trunk is in use. No indication appears for a busy DID trunk or Switch 56 trunk on a DLC.
Pool dial-out code No lines/trunks are available in this pool for outside calls.
Calling group
Paging group
The calling group queue is at or above the allowable threshold (in Release 5.0 and later systems, at or above Threshold 3).
An announcement is being made to a paging group.
Operator Park Zone A call is parked in this park zone.
ARS, Remote
Access, LDN
Fast flashing Individual
Not applicable, red LED is always off.
The person is calling the system operator position.
Slow flashing Individual A call transferred by the system operator to the extension is returning.
Calling group The group queue is at or above Threshold 1 and below
Threshold 3 (Release 5.0 and later systems).
Line/trunk number A call is ringing on this line/trunk. No indication appears for a busy DID trunk or Switch 56 trunk on a
DLC.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Issue 1
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NOTE:
Fast flashing is applicable only to DSS buttons for individual extensions.
Slow flashing is applicable to DSS buttons for individual extensions, calling group extensions, and line/trunk numbers.
Calling Group or CMS Supervisory Operation
A supervisor with a DLC switches from normal call handling to supervisor operation by pressing the Feature button, dialing , and pressing the Hold button. The effect of pressing a DSS button while in supervisor operation is the
same as that described for normal call-handling operation. See “Group Calling” on
page 312 for additional information.
When the supervisory position is not in Message Status operation, the green LED next to the Message Status button is off. The red LED next to each DSS button for a calling group member’s extension is used to monitor the availability of members to take calls directed to the calling group.
In Release 6.1 and later systems, Calling Group and CMS Supervisor Operation is only available for local extensions.
The meaning of the red LED associated with each group member is shown in
Table 14 .
Table 14. LED Meanings for Supervisor Operation without Message Status Active
LED Status
Off
Extension
Status
0
On
■
2
Slow Flashing 1
Meaning
The extension is signed out from the group, and the member is unavailable to take calls.
The extension is signed into the group, and calls can be sent to the member.
Used for CMS only; the extension is in the after-call work state, and the group member is not available to take calls.
NOTE:
The LEDs next to DSS buttons for all other types of extensions are always off and have no meaning.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Issue 1
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Extension Status Operation (Hotel Configuration)
When Extension Status is in Hotel configuration, the Extension Status feature is assigned to and removed from individual DLCs through system programming (see
“Extension Status” on page 280
for details). Hotel Extension Status operation is always active, unless the operator presses the Message Status button to use the
Auto Dial or DSS buttons to see message-waiting status for each extension.
Pressing a DSS button while in Hotel Extension Status operation has the same effect as for normal call-handling operations.
When not in Message Status operation, the red LED next to each DSS button for a room extension is used to monitor room availability, and the DSS button is used to restrict the extensions when the rooms are not occupied.
In Release 6.1 and later systems, Extension Status Operation is available only for local extensions.
The meaning of the red LED next to the DSS button for each room is shown in
Table 15 .
Table 15. LED Meanings for Hotel Extension Status Operation without Message Status
Active
LED Status
Off
Extension
Status
0
On
■
2
Slow flashing 1
Meaning
The room is occupied, and the extension is in regular call-handling state.
The room is vacant and available for occupancy, and outside calls cannot be made from the extension.
The room is vacant and ready for cleaning. Outside calls cannot be made from the extension.
NOTE:
The LED next to the DSS button for all other types of extensions is always off and has no meaning.
Message Status Operation
Message Status operation activates when an operator presses the Message
Status button (the lower left feature button on the first DSS) while in normal call-handling, calling group, CMS supervisory, or Extension Status operation. The green LED next to the Message Status button is on when Message Status operation is active.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Issue 1
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While the position is in Message Status operation, the red LEDs next to the DSS buttons for user extensions indicate whether or not the Message LED has been turned on by a system operator. They do not light when a Message LED has been turned on by another source, such as a fax machine or another user. An LED associated with a calling group extension or a pool dial-out code is always off while the position is in Message Status operation.
If an operator wants to turn on the message-waiting LED to indicate that a message is waiting, the operator first checks the LED next to the recipient’s DSS button to determine whether or not the recipient’s message-waiting LED is on.
The operator’s DSS or console LEDs do not light when a message-waiting LED has been turned on by another source, such as a fax machine or another user. To leave a message-waiting indication when the LED is apparently off, the operator presses the programmed Send/Remove Message button, followed by the DSS button or Auto Dial button for the person for whom the message is intended. The operator presses the Message Status button to return to normal call handling.
By pressing the Feature button and selecting /HDYH0VJ from the display, MLX
DLC operators can leave a message at another extension. This does not affect
Message Status operation because Message Status shows only messages sent
with the Send/Remove Message button. See “Messaging” on page 415
for more information about sending and receiving messages.
For calling group or CMS supervisory operation or for Hotel Extension Status in
Message Status operation, the red LED next to a DSS button for a user extension indicates whether or not a message has been sent by any of the operator positions. On a button for a calling group extension number, the red LED indicates the status of the queue. When a DSS button stores a pool dial-out code, the red
LED indicates line/trunk availability.
In Release 6.0 and later systems, Message Status Operation is only available for local extensions.
The meanings of the red LEDs next to the DSS buttons while the operator position is in Message Status operation are shown in Table 16
Table 16. LED Meanings for Hotel Extension Status Operation with Message Status
Active
LED Status
Off
On
■
Off
Extension Type
Individual
Individual
All other types of extensions
Meaning
A system operator has not turned on the
Message LED.
A system operator has turned on the Message LED to indicate a waiting message.
No meaning
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Features
Direct Station Selector
Issue 1
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Table 17. LED Meanings for Supervisor or Hotel Extension Status Operation with
Message Status Active
LED Status
Off
Extension Type
Individual
Meaning
The person is not on the telephone and is not using Do
Not Disturb.
Line/trunk number The line/trunk is not in use. The LED is always off for a
DID trunk or a Switch 56 trunk on a DLC.
Pool dial-out code At least one line/trunk is available for making an outside call.
Calling group
Paging group
The calling group queue is below the programmed threshold (in Release 5.0 and later systems, below
Threshold 1).
The group is available for making a group announcement.
Operator park zone A call is not parked on this park zone code.
ARS, Remote
Access, LDN
Not applicable; the red LED is always off.
Individual The person is on the telephone or is using Do Not
Disturb.
On
■
Line/trunk number The line/trunk is in use. No indication appears for a busy DID trunk or Switch 56 trunk on a DLC.
Pool dial-out code No lines/trunks are available on this pool for outside calls.
Calling group The calling group queue is at or above the allowable threshold (in Release 5.0 and later systems, at or above Threshold 3).
Paging group An announcement is being made to the paging group.
Operator park zone A call is parked on this park zone code.
ARS, Remote
Access, LDN
Not applicable; the red LED is always off.
Slow flashing Calling group The group queue is at or above Threshold 1 and below
Threshold 3 (Release 5.0 and later systems).
Considerations and Constraints
One or two DSSs can be connected to an MLX-20L or MLX- 28D telephone.
DSSs cannot be connected to an MLX-5, MLX-5D, MLX-10
®
, MLX-10DP
®
,
MLX-10D
®
, MLX-16DP
®
, analog multiline, or single-line telephone.
Only a DLC or QCC can have a DSS.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Issue 1
August 1998
Page 230
Operator park zone codes must be included in the extension number range specified for one of the Page buttons.
If a local extension is busy because features are being assigned through system or centralized telephone programming, the red LED next to the associated DSS button is on to indicate the busy condition.
When a QCC is active on a call, a press of a DSS button for a line/trunk number,
LDN, or unassigned extension number is ignored.
In Release 6.1 and later systems, a call to a non-local dial plan extension, using a
DSS button at a QCC, will be automatically transferred if the extended call completion option at the QCC is programmed for Automatic Completion. If the
QCC is not programmed for Automatic Completion, hangup or depression of the
Release button completes the transfer. In both of the above situations the call will be callback queued if no facilities associated with the route are available. Local dial plan extension transferring is not changed.
!
SECURITY l ALERT:
Do not include the ARS access code in the non-local dial plan.
In Release 2.1 and later systems, when a call is forwarded to a multiline telephone that has a DSS button for the forwarding telephone, the light next to the DSS button does not flash.
DSSs that are out of the building require additional local power. Any console with two DSSs requires local power.
Mode Differences
Behind Switch Mode
In Behind Switch mode, DSS buttons for operator park zones do not work.
Feature Interactions
Automatic Route
Selection
Barge-In
7 1
The LED next to a DSS button for the ARS code is always off. For the local system only, if the local ARS access code programmed on a DSS button is pressed, the call is set up and always requires the remaining called digits to be entered manually and the transfer to be completed manually, pressing the Release button or hanging up.
After making a call to an extension by using a DSS button on a DLC, activate Barge-In by pressing a programmed Barge-In button. QCC operators select the feature from the display.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Camp-On
Coverage
Direct Voice Mail
Display
Do Not Disturb
Extension Status
Forward and
Follow Me
Group Calling
Issue 1
August 1998
Page 231
When Camp-On is used to complete a transfer and the call returns, the
LED of the DSS button associated with the extension transfer destination stays off and does not flash as it does for a transfer return.
When an operator transfers an Individual or Group Coverage call and it returns, the red LED next to the DSS button for the sender does not flash as it does when a call received on another type of line button returns.
On a QCC’s DSS, the Direct Voice Mail button is a fixed button, the rightmost button in the second row from the bottom. Direct Voice Mail functions only for extensions on the same system.
When an operator presses a DSS button for a local extension number, the extension label, if any, and the extension number appear on the display while it is dialed. If the operator presses a DSS button for a non-local extension, only the extension number appears.
In Release 2.0 and later systems, an operator can use the Inspct button to check the status of a local extension whose red LED is on. If the user at the extension is using Do Not Disturb, the Do Not Disturb message is also posted and appears on the operator’s display. (However, the message may also mean that the user has posted the message without turning on the Do Not Disturb feature.)
For a local system only, a calling group, CMS supervisor, or an operator at a DLC with Extension Status assigned can change the status of a group member or room by pressing a programmed Available or Unavailable extension status button and then pressing the DSS button for the group member or room.
Activate Forward by pressing a programmed button or using a feature code, and then pressing a DSS button for the extension where calls should go. Activate Follow Me by dialing the feature code and then pressing a DSS button for the sender’s extension number. This activation of Forward and Follow Me functions only for a local system.
In releases prior to 5.0, the DSS button’s LED for a calling group extension number indicates the status of calls in the calling group queue on a local system. The LED is on when calls are at or above the programmed threshold and off when the number is below the threshold.
In Release 5.0 and later systems, a DSS button used as a Calls-in-Queue
Alarm button indicates only two alarm threshold levels instead of the three that a programmed inside Auto Dial button can display. A DSS either flashes or lights steadily. The button is unlit when the number of calls in the queue drops below Threshold 1. The LED lights steadily when the number of calls in queue is greater than or equal to Threshold 3.
Otherwise, it flashes. If DSS buttons are used to monitor calling group queue status, only two alarm thresholds should be set. This alarm functionality works only on a local system.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Hold
Inspect
Issue 1
August 1998
Page 232
When programmed systemwide, DLC operator automatic Hold places an active call on hold when a DLC operator presses another line button. How
Hold works depends on the type of call and its appearance on the telephone:
■
■
When one-touch Hold is programmed systemwide and the operator is active on a Personal Line, pressing a DSS button also puts the call on hold. This prevents accidental disconnection of callers and speeds call handling. If the operator is active on an inside call and the call is on hold, the DLC operator hears an abbreviated ring as a reminder each time the interval programmed for the operator hold timer (10–255 seconds) expires.
If the operator is active on an inside or outside call on an SA button, pressing a DSS button does not place the call on hold. The user at the extension associated with the DSS button hears the manual signaling beep.
■ For Release 6.1 systems (Hybrid/PBX mode only), if, while on an inside or outside call on an SA button with one-touch Hold enabled, a DLC operator presses a DSS button for a non-local extension, the call is not placed on hold, and the extension is not dialed. If, however, while on an outside call on a Personal Line button with one-touch Hold enabled, a DLC operator presses a DSS button for a non-local extension, the call is placed on hold and the non-local extension is dialed.
Pressing a DSS button for a calling group, paging group, or non-local extension has no effect.
Inspect can be used to determine the corresponding extension for each
DSS button. To use Inspect, press the Page button for the range of extensions, press the Inspct button, and press each DSS button to see what it represents; the label and number of messages in the mailbox are also shown. Information is displayed on only one extension at a time. To see information for another range of extensions, press the Home button and repeat the process. In Release 2.0 and later systems, if a message is posted at an extension associated with a DSS button, the message is shown on Line 2 of the display when the operator inspects the DSS button.
When an operator presses the Inspct button and then a Page button, the display shows 3DJH , the page number selected, and the first extension number in the range. When an operator presses the Inspct button and then the Message Status button, the display shows 0HVVDJH6WDWXV to indicate that the DSS is in Message Status operation.
When an operator presses a DSS button representing a local extension number after pressing the Inspct button, the display shows the extension label, extension number, number of messages, and for Release 2.0 and later systems, any posted messages. If the operator presses a DSS button for a non-local extension after pressing the Inspct button, only the extension number appears.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Issue 1
August 1998
Page 233
Last Number Dial
Messaging
Paging
Park
An extension dialed by pressing a DSS button is not stored for Last
Number Dial.
When an operator presses the Message Status button on a DSS, the
LEDs for local extensions on the DSS reflect only messages left by an operator’s using the Send/Remove Message or Leave Message features and not messages left by any co-worker (non-operator) using the Leave
Message feature.
In Release 2.0 and later systems, an operator can view a posted message at a local extension by pressing the Inspct button and then the
DSS button.
For local extensions only, the DSS button for a line/trunk programmed as a loudspeaker paging jack only indicates whether or not the paging system is in use. The button cannot be used to gain access to the loudspeaker paging system. It can be used only to dial an extension for a paging group. When a DSS button for a paging group is pressed, the transfer process is not initiated, even if one-touch Transfer (DLC only) or automatic extended call completion (QCC only) is programmed for the system. Calls cannot be transferred to a paging group extension number.
Park zone codes cannot be assigned to DSS buttons on MERLIN II
System Display Consoles. In order for the park zones to be assigned to a
DSS connected to an MLX telephone, the extension numbers must be in the range programmed for the Page buttons. Only DSS buttons corresponding to an operator park zone on the local system can be used to park calls; calls cannot be parked on a DSS button corresponding to any other type of extension, including an operator park zone on a remote system.
When an operator parks a call by using a park zone DSS button and the call returns, the red LED associated with the park zone where the call is parked stays off and does not flash as it does for a transfer return.
Pickup
To park a call at a park zone, an operator with a DSS presses the DSS button for the park zone while the caller is on the line. If an operator tries to park a call by pressing the Transfer button followed by the DSS button for the park zone, the call is put on hold for transfer and is not parked.
This error can transfer a call to an outside number.
DSS buttons associated with line/trunk numbers (801–880) cannot be used for answering calls on specific lines through individual Pickup.
These DSS buttons are used only for checking the busy or not-busy status of each line/trunk on the local system.
Pool For the local system only, when the pool lines are busy, the LED next to the pool button is lit. If the pool button programmed on a DSS button is pressed, the call is set up and the pool dial-out code is dialed. However, the remaining digits must be entered manually.
Saved Number Dial An extension dialed by pressing a DSS button is not stored for Saved
Number Dial.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Service Observing
Signal/Notify
System
Renumbering
Issue 1
August 1998
Page 234
In Release 6.1 and later systems, a Service Observer can use a DSS button to enter a local extension number to establish an observing session.
If a user presses a Signal button programmed with an operator’s extension while making a call to the operator, the LED next to the DSS button associated with the user changes from flashing to on, while the
Signal button is held down. This works only for local extensions.
The beginning extension number for each page is assigned through system programming. The factory settings are as follows: Page 1 button begins with Extension 0, Page 2 button begins with Extension 50, and
Page 3 button begins with Extension 100.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
Transfer
Issue 1
August 1998
Page 235
The Transfer option of one-touch Hold applies only to outside calls on a
DLC, not on a QCC.
The operation of one-touch Hold varies according to the type of call and button appearance:
■
■
When one-touch Hold is programmed systemwide and the operator is active on a Personal Line, pressing a DSS button also puts the call on hold. This prevents accidental disconnection of callers and speeds call handling. If the operator is active on an inside call and the call is on hold, the DLC operator hears an abbreviated ring as a reminder each time the interval programmed for the operator hold timer (10–255 seconds) expires.
If the operator is active on an inside or outside call on an SA button, pressing a DSS button does not place the call on hold. The user at the extension associated with the DSS button hears the manual signaling beep.
■ For Release 6.1 systems (Hybrid/PBX mode only), if, while on an inside or outside call on an SA button with one-touch Hold enabled, a DLC operator presses a DSS button for a non-local extension, the call is not placed on hold, and the extension is not dialed. If, however, while on an outside call on a Personal Line button with one-touch Hold enabled, a DLC operator presses a DSS button for a non-local extension, the call is placed on hold and the non-local extension is dialed.
When one-touch Hold is programmed and an operator presses a DSS button with an inside caller on the line (or, in Hybrid/PBX mode, with an outside caller on an SA button), the call is not put on hold and a signal is sent to the extension corresponding to the DSS button pressed. When one-touch Transfer (with either manual or automatic completion) is programmed and an operator presses the DSS button while the caller is on the line and no SA or ICOM button is available to transfer the call, the call does not go on hold. If the operator hangs up, the caller is disconnected.
Transfer is always initiated—and transfer completion is manual—when an operator presses the DSS button corresponding to a line/trunk number, pool dial-out code (Hybrid/PBX only), or ARS access code (Hybrid/PBX only), even if one-touch Hold, one-touch Transfer with automatic completion (DLC only), or automatic extended call completion (QCC only) is programmed for the system.
When an operator transfers an Individual or Group Coverage call and the call returns, the red LED next to the DSS button for the sender does not flash as it does for a transfer return for calls received on other types of line buttons.
When an operator transfers a call to a calling group and the call returns, the red LED associated with the calling group does not flash as it does for a transfer return from a user’s extension.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Station Selector
UDP Features
Issue 1
August 1998
Page 236
In Release 6.0 systems (Hybrid/PBX mode only), a DSS button cannot be used for a non-local extension.
In Release 6.1 and later systems (Hybrid/PBX mode only), a DSS button can be used for a non-local extension, but no busy indication a non-local extension appears on the DSS.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Voice Mail
Direct Voice Mail
At a Glance
Users Affected
Reports Affected
Modes
Telephones
MLX Display Label
Programming Code
Feature Code
Telephone users, operators
Extension Directory
Hybrid/PBX, Key
All
'LUHFW90>'UF90@
Issue 1
August 1998
Page 237
Description
Direct Voice Mail allows you to place or transfer a call directly to another person’s voice mail without ringing that person’s telephone.
You can either transfer an active call to an extension’s voice mail or place an intercom call directly to the extension’s voice mail. Activating Direct Voice Mail while on hook selects the next available SA or ICOM button (if at least one SA or
ICOM button is available). To activate Direct Voice Mail, do one of the following:
■
Press the programmed Direct Voice Mail button, and press a DSS button or
Auto Dial button; or select a Directory entry for the extension.
■
■
Press the programmed Direct Voice Mail button and dial the extension number.
Press the Feature button, select 'LUHFW90 [ 'UF90 ], and dial the extension number.
■
For a single-line telephone only:
— If active on a call, press the Flash or Recall button (or, if your telephone does not have positive disconnect, press and release the switchhook). Then dial followed by the extension number.
— If you hear dial tone, dial followed by the extension number.
On display telephones, the display shows the message 6HQG 9RLFH 0DLO WR before the extension is selected or dialed.
The green LED associated with the Direct Voice Mail button lights when the feature is activated. The LED turns off when the feature is deactivated (by pressing the Direct Voice Mail button again) or when the call or transferred call has gone to voice mail.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Voice Mail
Issue 1
August 1998
Page 238
If you have a programmed Direct Voice Mail button, you can sends a call directly to voice mail while transferring or making a call by pressing the Direct Voice Mail button. The call or transferred call goes to the extension’s voice mail. In this case, the green LED does not turn on.
If you activate Direct Voice Mail to transfer a call and then press the Direct Voice
Mail button to deselect the feature, the original call is still on hold for transfer. You can either enter an extension number and complete the transfer to another extension (by hanging up or pressing the Transfer button) or press the line button to pick up the call.
Considerations and Constraints
You cannot place a call to your own voice mail by using Direct Voice Mail.
If you have an MLX display telephone and use the System or Extension Directory to select the extension to receive voice mail, the display does not show the message 6HQG 9RLFH 0DLO WR .
Mode Differences
Behind Switch Mode
Although programming a Direct Voice Mail button is allowed, the button serves no function in Behind Switch mode because no on-premises voice mail systems are supported. Direct Voice Mail does not work with a voice mail system on the host
PBX or with Centrex voice mail.
Telephone Differences
Queued Call Consoles
On a QCC’s DSS, the Direct Voice Mail button is a fixed button, the rightmost button in the second row from the bottom.
QCC operators may also select the feature from the display.
Single-Line Telephones
If you already hear dial tone and want to call directly to an extension’s voice mail, dial followed by the extension number. Single-line telephone users must press a Recall or Flash button and dial to transfer a call to an extension’s voice mail. If the telephone does not have positive disconnect, press and release the switchhook instead of pressing the Recall or Flash button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Direct Voice Mail
Issue 1
August 1998
Page 239
Feature Interactions 7 1
Centralized Voice
Messaging
Coverage
Only extensions on the same MERLIN LEGEND system can use Direct
Voice Mail (DVM). DVM does not work when calling a non-local extension. For example, if a person on one system calls an extension on another system and presses the DVM button, the button press is ignored.
If a person calls an extension on the same system and presses the DVM button, the call is sent to the voice messaging system. This affects
MERLIN LEGEND systems of Release 6.1 or later.
Direct Voice Mail overrides coverage-inhibiting features such as
Coverage Off, Coverage VMS Off, and Coverage Inside Off.
Direct Station
Selector
On a QCC’s DSS, the Direct Voice Mail button is a fixed button, the rightmost button in the second row from the bottom.
Forward/Follow Me In Release 4.0 and later systems, if Forwarding is active and Delayed
Forwarding is not set to zero rings, pressing the Direct Voice Mail button at the forwarding extension while a call is ringing on a button causes the call to go directly to voice mail coverage; the call does not get forwarded.
Headset Options
Service Observing
Transfer
In Release 3.0 and later systems, a call that is transferred to an extension using Direct Voice Mail is not forwarded.
When an MLX telephone user (other than a QCC operator) transfers a call by using Direct Voice Mail, Headset Auto Answer is turned off and must be turned on manually to resume using the feature.
In Release 6.1 and later systems, when an extension being observed transfers a call by using Direct Voice Mail, the Service Observer is dropped from that call.
A user with a Direct Voice Mail button can activate Direct Voice Mail after starting to transfer a call. While a transfer is being made, press the Direct
Voice Mail button to transfer the call to the extension’s voice mail.
Complete the transfer as usual by pressing the Transfer button or hanging up.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Directories
Directories
At a Glance
Users Affected
System Directory
Extension Directory
Personal Directory
Reports Affected
Modes
Telephones
System Directory
Extension Directory
Personal Directory
MLX Display Label
System Directory
Extension Directory
Personal Directory
System Programming
Maximums
System Directory
Extension Directory
Personal Directory
Issue 1
August 1998
Page 240
Telephone users
MLX display telephone users
MLX-20L telephone users
Direct Group Calling Information, Extension Directory, Label
Information, System Directory, System Information
( 6\V6HWXS )
All
All
MLX display telephones
MLX-20L telephones
'LUHFWRU\6\VWHP'LU>'LU6\V'LU@
'LUHFWRU\([W'LU>'LU([W'LU@
'LUHFWRU\3HU'LU
●
Create, change, or delete System Directory listings:
More
→
/DEHOLQJ
→
'LUHFWRU\
→
6\VWHP
●
Create, change, or delete Extension Directory listings:
More
→
/DEHOLQJ
→
'LUHFWRU\
→
([WHQVLRQ
●
Create, change, or delete Personal Directory listings:
More
→
/DEHOLQJ
→
'LUHFWRU\
→
3HUVRQDO
●
Assign outside line/trunk labels:
More
→
/DEHOLQJ
→
/LQHV7UXQNV
●
Assign calling group labels:
More
→
/DEHOLQJ
→
*US&DOOLQJ
130 listings
3 digits for each Speed Dial field
11 characters for each name field
40 digits for each number field
1 listing for every extension in the system
7 characters for each name field
4 digits for each extension field
50 listings for each Personal Directory
48 MLX-20L users
11 characters for each name field
28 digits for each number field
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Directories
Description
Issue 1
August 1998
Page 241
The Directory feature is a built-in, interactive telephone book that stores listings of names and telephone or extension numbers. People with MLX display telephones can dial numbers by selecting listings from the display.
Directory listings are divided into three types:
■
System Directory. Names and numbers of outside contacts (such as clients and suppliers). These listings are created in system programming and are assigned System Speed Dial codes to allow users with telephones other than MLX display telephones to dial these listings in the directory. See
for details.
■
■
Extension Directory (MLX display telephones only). System extensions and
the names of the users assigned to them. This directory can be accessed only with a name. Names are added to the directory by using the Labeling feature of system programming.
Personal Directory (MLX-20L telephones only). Individual users’ listings of
names and numbers, that is, outside telephone numbers and extensions.
This directory is accessible only at the extension where it was created or through system programming.
System Directory
System Directory listings are established and changed only through system programming by using the Labeling feature. Each listing consists of a 3-digit
Speed Dial number, an 11-character name field, and a 40-digit number field. Up to
130 listings are stored. Any listing can be specifically designated to suppress the display of a confidential number. When dialing a number designated or marked in this way, users see only the System Speed Dial code associated with the listing. A marked System Speed Dial code can be identified in the System Directory Report by an asterisk preceding the telephone number.
When a marked System Speed Dial code is used to dial a number, any calling restrictions associated with that number (such as outward or toll restrictions) are overridden. Marked System Speed Dial does not override ARS restrictions.
Special characters may be needed during programming of System Speed Dial codes. Each of these characters counts as one of the 40 digits allowed in the telephone number. For information about special characters and their meanings,
see Appendix H, “Programming Special Characters.”
Access the System Directory by lifting the handset or pressing the Speaker button, pressing the Feature button, and dialing a 3-digit System Speed Dial code. If the System Speed Dial code is associated with a telephone number that begins with a dial-out code (usually ), you must use an SA or ICOM button. If the associated telephone number does not begin with a dial-out code, you must use an outside line button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Directories
Issue 1
August 1998
Page 242
Extension Directory
Extension Directory listings are established and changed only through system programming, using the Labeling feature. Each listing consists of a 7-character name field and a number field of up to four digits. There can be one listing for every extension on the system. All of the extensions in the system can be stored.
While the extension is being dialed, the display of the extension number cannot be suppressed.
Personal Directory
Personal Directory listings can be established and changed through system programming (using the Labeling feature) or by an MLX-20L user. Each listing consists of an 11-character name field and a 28-digit number field. Up to 50 listings can be included in each Personal Directory; up to 48 users of MLX-20L telephones can have Personal Directories.
For purposes of privacy or security, any listing can be marked to suppress the display of the telephone number during dialing. The tag, however, does not prevent the telephone number from being displayed when an MLX-20L telephone user selects 6KRZ1XPEHU to display the telephone number associated with an individual listing.
Special characters may be needed during programming of Personal Directory entries. Each of these characters counts as one of the 28 digits allowed. For
information about special characters and their meanings, see Appendix H,
“Programming Special Characters.”
A listing cannot be used if the first character of the listing is a punctuation character such as a hyphen.
Any MLX-20L telephone user, except a QCC operator, can display up to 16
Personal Directory listings on the two-page Home screen. Frequently used features, not Personal Directory listings, are displayed on a QCC operator’s Home screen. A QCC operator can access the Personal Directory by selecting
'LUHFWRU\ on the Home screen.
Extension numbers can be programmed in a Personal Directory. However, in Key and Behind Switch modes, the user must press an ICOM button before selecting a listing to dial.
Considerations and Constraints
While a Personal Directory on an MLX-20L telephone is being programmed, the user cannot receive calls; the caller hears a busy signal.
Personal Speed Dial is not related to the Personal Directory. See “Speed Dial” on
page 624 for additional information about Personal Speed Dial.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Directories
Issue 1
August 1998
Page 243
In Release 2.1 and later systems, when an MLX telephone other than an
MLX-20L is plugged into a port that has a Personal Directory resource allocated, and the Personal Directory does not contain any entries, the Personal Directory resource is released and can be programmed to be used by another user. (Up to
48 Personal Directories can exist on a system.)
Telephone Differences
Direct-Line Consoles
An operator with a digital Direct-Line Console can use all Directory features.
Queued Call Consoles
To dial extensions or telephone numbers with the touch of a button, Directory features must be used. QCC operators cannot use Auto Dial.
A QCC operator can access the Personal Directory by selecting 'LUHFWRU\ on the Home screen. A QCC operator can place only 12 entries in the Personal
Directory: six on the first page and six more on the second page of entries.
Directory features can be used for transferring calls. If an operator releases the call immediately after pressing the button for the listing, the caller hears the dial tone plus the touch tones for the dialed digits. If the operator waits until after dialing begins, the caller does not hear the dial tone and dialed digits.
Other Multiline Telephones
Analog Multiline, MLX-10, or MLX-5 Telephones
A user with an analog multiline telephone, MLX-10, or MLX-5 telephone cannot use the Extension Directory feature or the Personal Directory feature but can dial the listings in the System Directory by dialing the System Speed Dial codes assigned to them.
MLX-20L Telephones
While a Personal Directory on an MLX-20L telephone is being programmed, the user cannot receive calls (the caller hears a busy signal), but can still hear the telephone ringing. In Release 1.0 systems, ringing is normal. In Release 1.1 and later systems, ringing occurs at 20-second intervals.
To use the System or Extension Directory feature on an MLX-20L telephone, press the Menu button, select 'LUHFWRU\ from the display, and select either type of directory from the display. Next, choose a range of letters from which to begin the search. The display shows the first seven listings that begin with the first letter in the range.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Directories
Issue 1
August 1998
Page 244
To scroll through the listings, select either 1H[W3DJH to display the next seven entries or 3UHY3DJH to display the previous seven entries. To display the telephone number associated with an individual listing, select 6KRZ1XPEHU from the display— 6KRZ1XPEHU is highlighted—and press the button next to the listing.
To exit the Show Number function, select 6KRZ1XPEHU again—the highlight is removed from 6KRZ1XPEHU . To dial a number for a listing shown on the display, press the button next to the listing.
To use the Personal Directory on an MLX-20L telephone, press the Home button; a QCC operator selects 'LUHFWRU\ from the Home screen. If listings have been programmed to appear on the Home screen, the first eight listings (six listings for a QCC operator) are shown. To see the second eight listings (six listings for a
QCC operator), select 1H[W3DJH . To select listings by using a range of letters, select 1H[W3DJH from the Home display twice . Use the same procedure to search for listings as you do for System and Extension Directories. To dial a number for a listing shown on the display, press the button next to the listing.
NOTES:
1.
The number for a marked Personal Directory listing is displayed when you choose 6KRZ1XPEHU . A marked Personal Directory listing is specifically designated during programming to suppress the telephone number from the display when the number is dialed from the display.
2.
Marked System Speed Dial entries (entries that do not display) are not affected by the Second Dial Tone setting. If a marked System Speed
Dial entry uses star codes and the central office does not immediately supply dial tone when a star code is entered, the appropriate number of pauses (1.5 seconds each) must be programmed after each star code in the entry.
MLX-28D, MLX-16DP, MLX-10DP, MLX-10D, and MLX 5-D Telephones
To use the System or Extension Directory, press the Menu button, select
'LUHFWRU\ from the display, then select either type of directory from the display. To begin searching, spell the name of the directory entry by using the dialpad. For example, to spell Wayne , dial and select (QWHU from the display; the name with the closest match is displayed.
Scroll through the listings by selecting 3UHY (previous listing) or 1H[W (next listing).
To start a new search, select 1HZ . To dial the number for the name currently shown on the display, select 'LDO , and the number is automatically dialed. If the display of the telephone number has not been suppressed, !
appears on the far right of the display. To see the number, press the More button.
Single-Line Telephones
Single-line telephone users cannot use the Extension Directory feature or the
Personal Directory feature, but can dial the listings in the System Directory by dialing the System Speed Dial codes assigned to the listings.
MERLIN LEGEND Communications System Release 6.1
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Features
Directories
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Feature Interactions 7 1
Account Code Entry An MLX-20L telephone user can program an account code as a listing in a Personal Directory. Enter the account code from the display by activating Account Code Entry and selecting the directory entry containing the actual account code.
Allowed/
Disallowed Lists
A user with an outward- or toll-restricted extension cannot dial an outside number by using a Personal Directory or System Directory listing
(excluding a marked System Directory listing), unless the number is on an
Allowed List assigned to the extension.
Automatic Route
Selection
Calling Restrictions Using a marked System Directory listing to dial a number overrides any toll or outward calling restrictions assigned to the extension.
Conference
In Hybrid/PBX mode, System Directory and Personal Directory numbers can include the ARS dial-out code.
The Extension, Personal, and System Directory features can set up conference calls. Press the Conf button to enter the Flash special character in a Directory listing telephone number.
CTI Link
If a number is on a Disallowed List for an extension, it can be dialed only by using a marked System Directory listing, not a regular Personal
Directory or System Directory listing.
Digital Data Calls
Through system programming, you can change the label of an extension programmed as a CTI link (Release 5.0 and later systems). If you change the system language, the label remains in the language assigned during the initial system programming.
Digital communications devices and videoconferencing systems cannot make use of Extension, Personal, or System Directories.
Display MLX display telephone users can use the Extension and System
Directories. Search for stored listings on the display and automatically dial the listing by pressing the corresponding button. MLX-20L telephone users also can create a Personal Directory. When dialing a number using a Directory feature, the digits dialed are shown on Line 1 of the display.
Drop
Hold
Labeling
Press the Drop button to enter the Stop special character in a directory listing telephone number.
Press the Hold button to enter the Pause special character in a directory listing telephone number.
Use Labeling to enter names of people, groups, and locations associated with the extensions in the system and stored as listings in the Extension
Directory. You can also enter labels, such as the name of a person or a business, associated with System Speed Dial numbers by using the
Labeling feature, and they are stored as listings in the System Directory.
Last Number Dial
Messaging
Last Number Dial does not store a number dialed by using a Directory.
When the Extension Directory is used to call a co-worker with a posted message, the posted message is not displayed on the caller’s telephone.
MERLIN LEGEND Communications System Release 6.1
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Features
Directories
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Page 246
Personal Lines
Pools
Recall/Timed Flash
Saved Number Dial Saved Number Dial does not store numbers dialed by using a Directory.
Second Dial Tone
Timer
Marked System Speed Dial entries, which do not display, are not affected by the Second Dial Tone setting. If the central office does not immediately supply dial tone when a star code is entered and a marked System Speed
Dial entry uses star codes, the appropriate number of pauses (each 1.5 seconds) must be programmed after each star code in the entry.
Speed Dial
Press the Conf button to enter the Flash special character in a Directory listing telephone number.
System Speed Dial numbers are stored in the System Directory. MLX display telephone users can dial one by selecting the name from the display. If the number is on a marked System Directory listing, select the listing; you can dial it despite any calling restrictions (toll or outward) assigned to your extension.
UDP Features
A System or Personal Directory can be used to dial numbers on a personal line. An Extension Directory is used only for inside calls and cannot be used to dial calls on a personal line.
When a pool dial-out code is included in the telephone number for a
Personal or System Directory listing, a Pause character may be needed following the pool dial-out code, depending on the local telephone company. Pause characters are entered by pressing the Hold button.
In Release 6.0 and later systems (Hybrid/PBX mode only), non-local extensions cannot be included in a local Extension Directory. non-local extensions can be included in Personal and System Directories.
You cannot use a non-local system’s System Directory to make calls.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Display
Display
At a Glance
Users Affected
Modes
Telephones
System Programming
Issue 1
August 1998
Page 247
Telephone users, operators
All
MLX display telephones, MERLIN II System Display Console,
BIS-22D, BIS-34D
and “Uniform Dial Plan Features”
on page 710 .
Description
The following display telephones can be connected to the system:
■
MLX display telephones:
■
— MLX-20L (7-line by 24-character display)
— MLX-28D (2-line by 24-character display)
— MLX-16DP (2-line by 24-character display)
— MLX-10D (2-line by 24-character display)
— MLX-5D (2-line by 24-character display)
Analog multiline display telephones:
— MERLIN II System Display Console (2-line by 40-character display)
— BIS-34D (1-line by 16-character display)
— BIS-22D (1-line by 16-character display)
The telephone display provides prompts, messages, and menu selections that help users handle calls, use features, and program their extensions. In addition, the display of the MLX-20L telephone supports system programming when the telephone is used as the system programming console. (For information about
system programming displays, see “Programming” on page 535
.)
Beginning with Release 3.0, when a number is displayed for an incoming call, it appears with hyphens inserted between the digits (for example, for a
7-digit number and digits appears without hyphens.
for a 10-digit number). Any other number of
MERLIN LEGEND Communications System Release 6.1
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Display
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The level of support the display provides depends on the telephone and, in
Release 6.0 and later systems, on the display preference programmed for an MLX extension:
■
The displays on analog multiline telephones provide call-handling information but do not support menu-driven telephone programming, selection of features, or operation in languages other than English.
■
MLX display telephones provide menu-driven telephone programming and allow people to select and use features from the display. In Release 1.1 and later systems, MLX telephones can display information in English,
French, or Spanish. (The system can be programmed to provide all displays to MLX telephones in one of these languages; each MLX telephone can be programmed to operate in English, French, or Spanish, independently of the system language.)
■
In Release 6.0 and later systems (Hybrid/PBX mode), PRI tandem trunks can provide label and extension number display at the destination MLX display telephone. The system manager programs this capability to allow display of the label (name), extension number, or both. The following rules apply to call information displays on private networks:
— To pass caller ID information across the network when a call is transferred, the loop-start ID delay must be on, the Remote Call
Forwarding delay must be set to one ring, and the call transfer must be completed before the call is forwarded.
— Local calling group labels do not display at remote destination extensions. Network calls display at the remote extension as if the remote calling group received an outside call.
— If an incoming PRI call with ANI is directed over PRI tandem trunks only, the trunk label and ANI information can display at the MLX display telephone extension where the call arrives.
— Analog or T1-emulated tandem tie trunks do not support the displaying of the label and extension number. Calls between networked systems on tie trunks display as outside calls do.
— Display operation for transfers is generally not supported across a private network. When a call is transferred and travels over PRI tandem trunks, the display shows the transferring extension.
— The system supports the display of 5-digit DEFINITY ECS or
DEFINITY ProLogix Solutions extension labels, although long
DEFINITY ECS or DEFINITY ProLogix Solutions labels may be truncated on MERLIN LEGEND Communications System MLX displays, which support a maximum of 7 characters for name labels.
Table 18 shows examples of call-handling displays.
MERLIN LEGEND Communications System Release 6.1
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Display
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Making Calls
When a user makes a call, the digits appear on the display as they are dialed with the dialpad or with any of the quick-dialing features (Auto Dial,
Speed Dial, Directories, Last Number Dial, or
Saved Number Dial).
If the caller dials an extension and labels are programmed, the name is displayed after all the digits are dialed (MLX only)*.
If a caller dials to reach a system operator or dials the LDN (the QCC queue extension), the display identifies the number as the operator.
When the call is sent immediately to a system operator without waiting in the QCC queue, the extension or label for the operator receiving the call is shown instead.
When a caller goes off hook on a personal line or
Pool button, the display shows the label (if programmed) for the line or pool that is selected
(MLX only). On MLX telephones, this information remains on the display. On analog multiline telephones, the line label is erased when the caller begins dialing. If the caller dials more than
15 digits on an MLX telephone or more than 16 digits on an analog multiline telephone, the remaining digits are shown on Line 2.
Receiving Calls
For inside calls, the display shows the name of the caller (if labels have been programmed) and/or the extension number. On analog multiline telephones, the display also shows whether the call is a voice call ( 9 ) or a ringing call ( 5 ).
For Release 6.0 and later systems (Hybrid/PBX mode only), the user sees the trunk label and the extension calling for outgoing calls to non-local dial plan.
For outside calls, the display shows the line that the call came in on.
);1<&
Sample Displays
Analog Multiline
0,&+(/([W5
);1<;
MLX
<9211(([W
23(5$75
);1<&
0,&+(/[
35,75.
* For calls received on tie trunks, the display shows information only if the receiver preselects the button.
Continued on next page
MERLIN LEGEND Communications System Release 6.1
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Display
Issue 1
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Table 18. Continued
Receiving Calls (continued)
If PRI-based extension identification and/or ANI are available, the number of the caller is shown on
Line 1 of an MLX display. This information is also provided for transferred, forwarded, and calling group calls.
For an incoming call from an extension in the non-local dial plan (Release 6.0 and later systems,
Hybrid/PBX mode only), only calls conveyed on private PRI tandem trunks display as shown. Other non-local UDP calls display as outside calls.
No display
Sample Displays
Analog Multiline MLX
);1<;
The display on MLX display telephones depends upon how the display preference is programmed
■
■
■
Call arriving on an extension programmed for label (Calling name) display only
35,75.
Same call arriving on an extension programmed for extension or ANI Calling
Number only
35,75.
Same call arriving on an extension programmed for label, extension, or ANI (both)
35,75.
For the following incoming calls, the display also shows the type:
&+$5/(6([W
35,75.
&+$5/(6
■
■
■
■
■
Transfer
Return from Transfer
Coverage
Forwarded
Returning Callback
■ Group Calling
For Release 6.0 or later systems (Hybrid/PBX mode only):
7UDQVIHU5HFHLYH 7UDQVIU
7UI5HW
&YU
5HWXUQ
&RYHU
)RUZDUG
&DOOEFN
No displa \
)RUZDUG
&DOOEFN
6DOHV7LH7UN
■
■
Network tie trunks
Network PRI trunks
No displa \
No displa \
3DJH*US&O
3DJH7UN
3DJH6DOHV
3DJH7UN
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Features
Display
Considerations and Constraints
Issue 1
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Page 251
The date and time shown on MLX telephones is controlled by the processor module in the control unit. When the date or time changes, the control unit sends the message to MLX telephones one at a time, which can cause a slight difference in the time and/or date displayed on each telephone.
Users with analog multiline telephones with displays must set the time and date at their individual telephones.
MLX Display Telephones
Four types of screens appear on both the 7-line and the 2-line displays:
■
Home screen
■
■
■
NOTE:
MLX display telephones allow you to change the contrast of the screens.
The method varies among the different MLX display telephones. The
MLX-20L has a sliding control immediately behind the screen. The MLX 5-D,
MLX-10D, MLX-10DP, MLX-16DP, and MLX-28D allow you to adjust the contrast through the &WUVW item in the Menu screen. Select &WUVW and then raise or lower the contrast by selecting 8S or 'RZQ .
The display ordinarily shows the Home screen; at other times, users access the
Home, Menu, Feature, and Inspect screens by pressing the corresponding fixed
Home, Menu, Feature, or Inspct button.
The More button is used to read screens that include too much information to fit on the display all at once. The availability of more information is indicated by the appearance of a !
character on the right side of the screen. On the 7-line by
24-character display, in Release 2.0 and later systems, this More symbol appears on Line 1, next to the More button. In Release 1.0 and 1.1 systems, the More symbol appears on Line 7.
Home Screen
The Home screen, illustrated in Figures 16 and 17 , is the display’s home base. It
remains on the display unless the user selects another screen. If the user has programmed a posted message and no call is active on the extension, Line 1 shows the posted message. When the user makes or receives a call, Line 1 is overwritten with call-handling information, such as a number being dialed, the name or number of a caller, and the type of incoming call. In Release 2.0 and later
systems, the date is shown as pictured in Figures 16 and 17 ; in Release 1.0 and
1.1 systems, the date is shown as, for example, .
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Display
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IN CONFERENCE
MAR 15 12:30
Home Menu Inspct More
Figure 16.
2-Line Display Home Screen
When the extension is idle, Line 2 of the Home screen shows the date and time. If the timer is running or there is a programmed Alarm button, this information is also shown on Line 2.
On an MLX-20L telephone, two pages of listings from the user’s Personal
Directory (a total of 16 entries) can be programmed to appear on the Home screen. The Queued Call Console does not have this capability.
When a user activates features, information on the Home screen is replaced by prompts and feedback. In general, prompts appear on Line 1, and feedback appears on Line 2.
Home
Menu
IN CONFERENCE
Inspect Mode
AIRLINE
HOTEL
TRAVEL AGNT
BANK
Show Number
MAR 15 12:30
STEVENSON
ANDERSON
EPSTEIN
CAHALL
Next Page
More
Inspct
Figure 17.
7-Line Display Home Screen
Menu Screen
The Menu screen, illustrated in Figures 18 and 19 , lists features and functions that
are used through the display, such as Alarm Clock and Directories. For everyone with displays, except QCC operators, the Menu screen also provides access to the extension programming function used to program the extension.
Press the Menu button next to or below the display to access the Menu screen. To access additional menu choices on the 2-line display, press the More button. After you make a selection from the menu by pressing the button next to the selection on a 7-line screen or below the selection on a 2-line screen a submenu, feature screen, or data entry screen appears. When programming is complete, the Menu screen reappears. To exit from the Menu screen, press the Home button.
MERLIN LEGEND Communications System Release 6.1
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Display
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Page 253
Dir Msgs Post
Home Menu
Figure 18.
2-Line Display Menu Screen
Inspct
Ctrst>
More
Home
Menu
MENU MODE: Select Feature
Press HOME to Exit
Directory
Messages
Posted Msg
Alarm Clock
Timer Ext Program
More
Inspct
Figure 19.
7-Line Display Menu Screen
NOTE:
The Menu screen on a QCC does not include the ([W3URJUDP option.
Feature Screen
The Feature screen provides quick access to commonly used features. Press the
Feature button to display one of four Feature screens with feature names. The feature names shown depend on the current activity and how the system and the
extension are programmed, as shown in Table 19 .
To select a feature, press the button next to or below its name on the Feature screen. On a 2-line display, it may be necessary to press More to access the desired feature. Once selected, the feature is activated unless more information is required. If more information is needed, you are asked to enter it. For example, if you choose the Account Code Entry feature, the display prompts for an account code. Once account code entry is completed correctly, the Home screen returns.
Table 19 lists the features that users see on the Feature screen, depending on
their current calling activity.
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Display
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Telephone ...
Is on hook or has a dial tone on an inside line
Has reached a busy extension
Is ringing at an extension or connected to an inside call
Is connected to an outside line
Feature Options
Last Number Dial
Pickup Group*
Pickup
Loudspeaker Page*
Account Code
Follow Me
Authorization Code
Direct Voice Mail
Selective Callback
Barge-In*
Leave Message
Camp-On*
Leave Message
Barge-In*
Park*
Camp-On*
Direct Voice Mail
Last Number Dial*
Park*
Camp-On*
Account Code
Follow Me
Direct Voice Mail
2-by-24 Display
/DVW
3NXS*
3NXS
/GV3J
$FFW
)OZ0H
$XWK
'UF90
&EFN6
%DUJH
/Y0VJ
&DPS
/Y0VJ
%DUJH
3DUN
&DPS
'UF90
/DVW
3DUN
&DPS
$FFW
)OZ0H
'UF90
7-by-24 Display
/DVW1XP'LDO
3LFNXS*US
3LFNXS
/RXGVSNU3J
$FFRXQW&RGH
)ROORZ 0H
$XWK&RGH
'LUHFW90
&EDFN6HO
%DUJH,Q
/HDYH0VJ
&DPS2Q
/HDYH0VJ
%DUJH,Q
3DUN
&DPS2Q
'LUHFW90
/DVW1XP'LDO
3DUN
&DPS2Q
$FFRXQW&RGH
)ROORZ 0H
'LUHFW90
* See Notes that follow.
NOTES:
1.
3FNXS*US appears on the display only if the extension is part of a
Pickup Group.
2.
%DUJH,Q appears only on operator consoles.
3.
/RXGVSNU3J appears only if a loudspeaker paging system has been programmed.
4.
/DVW1XP'LDO and 3DUN do not appear on a QCC.
5.
Camp-On can be used only to complete a transfer to an inside extension.
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Display
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Inspect Screens
The Inspect screen, illustrated in Figures 20 and 21 , appears when the you press the Inspct button and then press a line button. Two kinds of information can appear:
■
If the button is associated with a call, calling information is displayed. If you are already on a call and another call arrives, pressing Inspct and the line button with the new call displays information about that call, without interrupting the first call.
■
If the button is not associated with a call, the line or feature programmed on the button is displayed, with the exception of Last Number Dial and Saved
Number Dial:
— In Release 2.0 and later systems, inspecting a programmed Last
Number Dial or Saved Number Dial button displays the number stored on the button if the button has been used; otherwise it displays the feature name.
— In Release 1.0 and 1.1 systems, the Inspect screen shows the name of the feature on the button.
To exit from the Inspect screen, press the Home, Feature, or Menu button.
Privacy
INSPECT MODE
Home Menu Inspct More
Figure 20.
2-Line Display Inspect Screen for Programmed Button
1
2
3
4
5
6
7
Home
Menu
Privacy
INSPECT MODE
More
Inspct
Figure 21.
7-Line Display Inspect Screen for Programmed Button
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Analog Multiline Display Telephones
The following types of information appear on the 1-line by 16-character or 2-line by 40-character display of an analog multiline display telephone:
■
■
■
■
■
Call-Handling Information. Shows telephone numbers as they are dialed, the name or number of a caller, and the type of incoming call.
Feature Programming Support. Allows a user to see what features have been programmed on buttons.
Prompts and Feedback. Prompts for information such as an account code, and provides feedback, such as confirmation of feature activation.
Posted Message and Leave Message. Allow a user to see messages from other telephone users and operators.
Timekeeping Functions. Include an alarm clock and a built-in timer, as well as the ability to set the date and time that appear on the display.
Analog multiline display telephones do not offer menu-driven telephone programming and do not allow users to select and use features from the display.
The procedure for changing the contrast on the analog multiline display telephones varies among display telephones. The BIS-34D and the MERLIN II
Display Console have dials to change the contrast of the screens. The BIS-22D has no controls for contrast.
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Feature Interactions
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Feature
Account
Code Entry
Description
When you activate the feature, the display prompts for an account code.
As the code is dialed, it appears on the screen next to the prompt.
Sample Displays
Analog Multiline
$FFW $FFW
$FFW
MLX
$FFW
0D\ Alarm Clock An MLX telephone user programs the Alarm Clock feature from the Menu screen.
An analog multiline telephone user sets the alarm by using the timekeeping buttons next to the display. Once the alarm is set on either type of telephone, a bell appears on the display.
In Release 1.0 systems, the bell appears next to the time, not the date and, on MLX telephones, the date appears as mm/dd ( ).
On an MLX telephone, the ringer and the LEDs are turned off when $ODUP is selected from the display. If you are on a call and select $ODUP , the call is dropped.
Authorization
Codes
When a display telephone user activates Authorization Code, the screen prompts for an entry.
Auto Dial
$XWK"
When you press a programmed
Auto Dial button, the digits show on the display as if you were dialing from the dialpad.
The number is dialed automatically (special characters for dialing strings
are described in Appendix H). If
the Auto Dial number includes a
Stop character, press the Auto
Dial button to complete dialing.
$XWK
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Feature
Automatic
Route
Selection
Barge-In
Description
Only the ARS dial-out code and the dialed number are displayed. Digits added by ARS before the dialed number and digits ignored by ARS are not displayed. The digit is replaced with 2876,'( when
ARS selects a line.
Sample Displays
Analog Multiline
2876,'( 2876,'(
MLX
No display
%DUJH,Q An MLX telephone user sees a message when using
Barge-In. If Barge-In is denied, no message appears.
%DUJH,Q-8$1,7$
The extension receiving the call also sees a message indicating who barged in. The message remains on the display until the person hangs up.
No display
Calendar
Callback
table.
When a call is queued using
Automatic Callback on an MLX or analog multiline telephone, or using Selective Callback on an analog multiline telephone, a feedback message appears.
&DOOLV4XHXHG
When an MLX telephone user uses Selective Callback, the display prompts the user to dial the telephone number. After the number is dialed, the display provides the same feedback as on an Automatic Callback call.
No display
When the queued call rings at the user’s extension, the display indicates that the call is a returning Callback call.
&DOOEFN
Calling
Restrictions
When a restricted MLX telephone user tries to dial a number that is restricted, the user sees a message on the display.
No display
4XHXHG0$5,$
&DOOLV4XHXHG
'LDO7HOHSKRQH1XPEHU
&EDFN0$5,$
&DOO'HQLHG
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Feature Description
Call Waiting When a call is waiting, a message appears.
Sample Displays
Analog Multiline
&DOO:DLWLQJ
Camp-On After Camp-On is activated, the
MLX display shows a feedback message.
No display
No display On the QCC only, returning camped-on calls are identified by call type and by the name and extension number of the person to whom the call was transferred. The second line of the QCC display also shows the caller information.
Conference As with any other call, dialed digits appear on Line 1 of the display as a user sets up a conference call.
No display On MLX telephones, Line 1 shows the number of conference participants.
If an SA button is not selected automatically, the MLX telephone user is prompted to select a line.
No display
MLX
&DOO:DLWLQJ
&DPS2Q-25*(([W
&DPS5HW-25*(([W
&DOOHU(/$,1(([W
&RQIHUHQFH
6HOHFWD/LQH
'LDOWKHQ3UHVV&RQI
After a line is selected by the system or the user, the MLX telephone display prompts the user to dial the next participant.
No display
&RQIHUHQFH
0$5,$'URSSHG
The MLX display also prompts the user to drop a conference participant after the Drop button is pressed and then shows the updated conference information on Line 1 and the dropped line or extension on Line 2.
No display
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Feature
Conference continued
Description
During the conference, the number of participants is shown on Line 1 of the display. The conference originator can view
Caller ID or ISDN calling party information, if available, associated with any participant by pressing the Inspct button and the button the caller is on.
Sample Displays
Analog Multiline
No display
MLX
&RQIHUHQFH
2876,'(
Coverage
CTI Link
Date and
Time
When a call is sent to coverage, the person who answers the call sees a message on the display, indicating for whom the call is intended and the reason why the call is being sent to coverage:
All telephones:
No Answer
Busy
Do Not Disturb on
&RY1R$-8$1
&RY%V\-8$1
&RY'1'-8$1
MLX telephones
(additional reasons):
Invalid/unknown DID
number
Invalid/unknown remote
access (DISA) number
No display
No display
MLX telephones also show the caller’s information on Line 2 of the Home screen.
No display
&7,/,1.
In Release 5.0 and later systems, an MLX extension programmed as a CTI link has its extension label changed.
S:H An analog multiline telephone user can set the date and time on the display. On MLX telephones, the date and time are controlled by the system time.
&RYHU-8$11R$QV
&RYHU-8$1%XV\
&RYHU-8$1'1'
','"
',6$"
&DOOHU);1<&7UN
&7,/,1.
$SU
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Feature
Date and
Time continued
Description
In Release 1.1 and later systems, when the system or
MLX display telephone is set for operation in French or Spanish, the date displays as day month, and the time uses a 24-hour clock.
Sample Displays
Analog Multiline
$SU
$EU
In Release 1.0 systems, the date is displayed as month day on an MLX display telephone.
Directories When a number is dialed from a directory, the dialed digits are shown on Line 1 of the display unless the number is marked.
No display
Direct Station When an operator with one or
Selector two DSSs connected to an MLX telephone presses the Inspct button and then the Page button, message indicates the page number and the first extension number in the range.
No display
Do Not
Disturb
When a user with coverage turns on Do Not Disturb, the receiver who answers sees a message showing that the call is redirected because the sender has Do Not Disturb on.
&29'1'$*1(6
An MLX display telephone with
Do Not Disturb on shows a Do
Not Disturb message on the
Home screen.
No display
In Release 2.0 and later, an inside caller to an extension with Do Not Disturb on sees '2
127',6785% . (Analog multiline,
MLX-10 and MLX-5 telephones must have a Posted Message button programmed for '2127
',6785% to be displayed automatically.)
'2127',6785%
Page 1:
MLX
&RYHU58%(1'1'6
'2127',6785%
'2127',6785%
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Display
Feature
Do Not
Disturb continued
Extension
Status
Issue 1
August 1998
Page 262
Description
When a user dials an extension that has Do Not Disturb activated and is covered by another extension, the display depends on the type of button the call is placed on:
For SA Ring:
For SA Voice:
Sample Displays
Analog Multiline
'2127',6785%
MLX
67(3+(1([W
67(3+(1([W
'2127',6785%
Hotel/Motel mode:
When a supervisor changes a room’s ES status, the supervisor is prompted to select the room.
No display
When the room has been selected and the supervisor has selected ES0, ES1, or ES2, confirmation is displayed.
ES0 = Occupied
ES1 = Checked Out
ES2 = Available
No display
No display
No display
When the guest or housekeeper changes a room’s
ES status to ES1 or ES2, a confirmation is displayed.
No display
Calling group/CMS mode:
When the supervisor position is put into Supervisor mode, the supervisor is prompted to press
Hold. After the supervisor presses the Hold button, the new status is confirmed.
No display
When the supervisor position is taken out of Supervisor mode, the supervisor is prompted to press Drop. After the supervisor presses the Drop button, the new status is confirmed.
No display
6HOHFW5RRP
2FFXSLHG
&KHFNHG2XW
$YDLODEOH
&KHFNHG2XW
$YDLODEOH
3UHVV+ROG
(QWHU*US&O&06
(QWHUHG*US&O&06
6XSYU
3UHVV'URS
([LW*US&O&06
([LWHG*US&O&066XSYU
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Display
Issue 1
August 1998
Page 263
Feature
Extension
Status continued
Fax
Extension
Forward
Description
When a supervisor changes an agent’s ES status, the supervisor is prompted to select the agent.
Sample Displays
Analog Multiline
No display
MLX
6HOHFW$JHQWIRU$&:
6HOHFW$JHQWWR/RJ,Q
6HOHFW$JHQWWR/RJ2XW
When the agent has been selected, a confirmation is displayed.
If the ES status is changed at the extension, a confirmation is displayed
No display
No display
$IWHU&DOO:RUN
$YDLODEOH
8QDYDLODEOH
$IWHU&DOO:RUN
$YDLODEOH
When an extension logs into or out of a calling group, a confirmation is displayed.
No display
$YDLODEOH
8QDYDLODEOH
)$;
On MLX display telephones, message-waiting indications received by a fax message-waiting receiver are identified as )$; . On analog multiline telephones, messages are indicated by &DOO extension or caller’s name.
&DOO
&DOO$QGUH
Follow Me When Follow Me is turned on or off, MLX telephone users see a prompt, then a confirmation.
No display )ROORZIURP
&DQFHOIURP
6LJQHG,1,1(6
6LJQHG287,1(6
)RUZDUGWR-($11( If the extension from which calls are being forwarded is an MLX display, a message indicates that calls are being forwarded.
No display
If an MLX user enters an invalid destination, the display clears.
If an analog multiline user enters an invalid destination, an error message appears.
(UURU
When an MLX user turns on
Forward, the display prompts the user for the extension. After entering the extension, the user sees a confirmation displayed.
No display
No display
Page 1:
)RUZDUGWR
)RUZDUGWR-XDQ
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Display
Feature
Forward continued
Group
Calling
Issue 1
August 1998
Page 264
Description
For outside calls, Page 2 shows the line the call came in on and, if ISDN calling party information or Caller ID is available, the caller’s number.
Sample Displays
Analog Multiline
No display
MLX
Page 2:
No Caller ID
&DOOHU2876,'(7UN
With Caller ID:
2876,'(
No display
&DOOHU3$%/2
[)RUZDUGWR
For inside calls, Page 2 shows the caller’s name and extension.When an MLX user forwards calls to an outside number (Remote Call
Forwarding), the display asks the user to enter the telephone number.
On MLX and analog multiline telephones, the digits appear as the number is dialed.
)RUZDUGWR An MLX user sees confirmation.
No display
A user receiving a forwarded call sees a message indicating who forwarded the call.
)RUZDUGIURP+,726+,
$YDLODEOH A calling group agent with an
MLX telephone sees feedback messages on the display when logging into the Available state.
When a calling group supervisor with an MLX telephone logs an agent in or out, a message appears on the supervisor’s display and on the group member’s display.
No display
No display
$YDLODEOH
8QDYDLODEOH
6HOHFW$JHQWWR/RJ,Q
6HOHFW$JHQWWR/RJ2XW
After pressing either the
Available or Unavailable button or dialing the feature code, a supervisor with an MLX telephone is prompted to indicate which group member to log in or out.
No display
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Display
Feature
Group
Calling continued
Hold
Issue 1
August 1998
Page 265
Description
When a group member with an
MLX telephone receives an outside call for the group, the type of call is shown on the display with the label for the line the call came in on. If caller identification is available, the caller’s number is shown on
Page 2 on MLX telephones. For
ISDN calls, Page 1 shows
Called Party Number (if you have the network service) instead of the line/trunk label.
Sample Displays
Analog Multiline MLX
Page 1:
No calling group label:
*US&O:$76
& alling group label:
6$/(6:$76
ISDN calling party ID calls:
2876,'(
Page 2:
No Caller ID present:
7UN
Caller ID present:
7UN
:$76
Analog multiline telephone users see only line information.
Any MLX telephone user can inspect the number of calls in queue by pressing the Inspct button and then pressing a button programmed with the calling group’s extension. The display shows the label associated with the calling group and the number of calls.
No display *URXS&DOO6$/(6
&DOORQ+ROG
When an MLX telephone user or an MLX DLC operator places a call on hold, a confirmation is displayed.
No display
When an MLX telephone user or an MLX DLC operator has a call on hold for a longer time than the hold timer value, a message appears on the display.
No display
No display
On a QCC only, when a held call returns to the queue after the second hold reminder, it is identified by call type and by the name and extension of the operator who put the call on hold. Line 2 of the QCC display also shows the caller information.
&DOORQ+ROG
+ROG5HW$+0('[
&DOOHU0$7+,/'([
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Display
Issue 1
August 1998
Page 266
Feature
Inspect
Description
An MLX telephone user can inspect the contents of programmed buttons by pressing the Inspct button and then pressing the programmed button. In most cases, the display shows the feature or line assigned to the button. (In
Release 2.0 and later systems, inspecting a Last Number Dial or Saved Number Dial button shows the number stored on the button.)
Sample Displays
Analog Multiline
No display
MLX
$FFRXQW&RGH
No display
);1<& (outside)
'$11<[ (inside)
Users can also inspect incoming calls or their calls on hold. The display shows standard call information (see
“Receiving Calls,” in this table).
If a user inspects a line that someone else is using, the display shows that the line is in use.
No display
,Q8VH
Last
Number
Dial
When a user presses a programmed Last Number Dial button, the user sees digits on the display as if dialing them from the dialpad.
In Release 2.0 and later systems, inspecting a Last
Number Dial button shows the stored number.
No display
Messaging When a user sends a message to another telephone, a feedback message appears.
0VJ6HQW&$5/26
&DQQRW6HQG
0HVVDJH%R[)XOO
When a user tries to retrieve messages and the message box is empty, the display indicates that there are no messages.
1R0HVVDJHV
0VJ6HQWWR&$5/26
&DQQRW6HQG0HVVDJH
0HVVDJH%R[)XOO
1R0HVVDJHV
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Display
Issue 1
August 1998
Page 267
Feature
Messaging continued
Description
When a user has a message, the display shows the name or extension of the caller and, on
MLX telephones, the time and date the message was left.
Messages can be sent from inside extensions, by an operator, by a fax machine, or, if the extension has voice mail, by outside callers.
On MLX telephones, an unread message is marked with an asterisk ( ). On analog multiline telephones, an unread message is also marked with an asterisk, but no message information is shown.
Messages can be of the following types:
Sample Displays
Analog Multiline
Unread message
Co-worker
Voice mail message
System operator
Fax
&DOO526$
9
$
)
MLX
Note:
Press the More button to see Page 2.
Page 1:
-26(3!
Page 2:
([W!
Page 1:
526$3!
Page 2:
([W!
Page 1:
9063!
Page 2:
([W!
Page 1:
$7723(5$7253!
Page 2:
([W!
Page 1:
)$;3!
Page 2:
([W!
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Display
Issue 1
August 1998
Page 268
Feature
Messaging continued
Night
Service
Paging
Description
The type of message does not allow a calling group message-waiting receiver to distinguish between a message left for the calling group and a fax or personal message.
A user with a display telephone who calls an extension with a posted message sees the message on the display.
,1$0((7,1*
A display telephone user posting a message sees the message displayed on the
Home screen.
Sample Displays
Analog Multiline
$7+20( $7+20(
MLX
,1$0((7,1*
No display 'LDO7HOHSKRQH1XPEHU
When an operator using an
MLX telephone sends or removes a message with the
Send/Remove message feature, the operator is prompted for the number.
After the number is dialed, a confirmation is displayed.
0VJ6HQW0$18(/
0VJ5PYG'2527+<
0VJ6HQWWR0$18(/
0VJ5PYGIURP'2527+<
1LJKW6HUYLFH21
When an operator with an MLX telephone uses a programmed
Night Service button to turn on
Night Service, a confirmation is displayed.
If the operator must enter a password to turn Night Service on and off, the display prompts the operator for the password.
No message is displayed when the operator turns on Night
Service by using a feature code or when Night Service is off.
No display
No display
(QWHU3DVVZRUG
No display
3DJLQJ An MLX telephone user who uses Group Paging sees a message showing the number of the paging group.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Display
Feature
Park
Pickup
Pools
Privacy
Issue 1
August 1998
Page 269
Description
When a call is parked, a confirmation is displayed.
On a QCC, returning parked calls are identified by call type and the name or extension number of the operator who parked the call.
Line 2 of the QCC display also shows the caller information.
Sample Displays
Analog Multiline
3DUNHG$1,7$
MLX
3DUNHG$1,7$
No display
No display
3DUN5HW-8$1([W
&DOOHU$1,7$([W
3LFNXS/LQH([W
When an MLX telephone user activates Pickup, a prompt appears on the display. (The prompt is not displayed if a button programmed for a specific line or extension is used.)
No display
After the user enters the line or extension number to pick up the call, a confirmation message is displayed.
If the call cannot be picked up, a feedback message is displayed.
No display
No display
&DQQRW3LFNXS
When a display telephone user selects a Pool button and lifts the handset, the display shows the label (if programmed) for the lines in the selected pool.
287:$76
3LFNXS2876,'(
3LFNXS-2(
&DQQRW3LFNXS&DOO
287:$76
3ULYDF\2Q
3ULYDF\2II
When an MLX display telephone user turns on
Privacy, the display briefly shows the message 3ULYDF\
2Q before returning to the Home screen or call-handling display.
When the user turns off Privacy, the display briefly shows the message 3ULYDF\2II .
No display
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Display
Issue 1
August 1998
Page 270
Feature Description
Programming When an analog multiline telephone user enters extension programming, a confirmation appears on the display. An MLX telephone user sees the first extension programming screen.
Sample Displays
Analog Multiline
3URJUDP0RGH
MLX
MLX-20L:
([WHQVLRQ3URJUDP
3UHVV+20(WR([LW
6WDUW
Other MLX:
([WHQVLRQ3URJUDP
+20(WR([LW
6WDUW
&DPS2Q
If the user presses a button that is already programmed, the name of the feature appears.
&DPS2Q
If the button is not programmed, the display shows that the button is blank.
%ODQN %ODQN
No display Digits dialed while programming appear on an analog multiline telephone display.
Status feedback messages are shown on analog multiline telephones when features that affect telephone operation are programmed. Status messages are not shown on MLX telephones. (For more about extension programming, see
5HFY9RLFH$QQ
2Q2II
&DOO:DLWLQJ
2Q2II
$XWR&DOOEDFN
2Q2II
6KDUHG6$5LQJ
2Q2II
$EEUHYLDWH5LQJ
2Q2II
&RYHU,QVLGH
2Q2II
Recall/Timed
Flash
When an MLX telephone user presses a programmed Recall button while on an outside line, the line information is redisplayed just as if the user had gone off hook on the line.
No display
No display
);1<&
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Display
Issue 1
August 1998
Page 271
Feature
Reminder
Service
Remote
Access
Description
When Reminder Set is activated, the extension number and either the set time or an indication that no time has been set is displayed.
Sample Displays
Analog Multiline
D
1R5PGU6HW
MLX
D
1R5HPLQGHU6HW
7LPHS 7LPHS
If the user enters a new time, the display changes with the first digit.
When the time is set, a confirmation including the extension and the time is displayed.
When a reminder call alerts an extension, the display indicates a reminder call.
When an extension cancels a reminder, a confirmation is displayed.
When an operator sets or cancels a reminder for an extension, the MLX operator is prompted for the extension.
S
5PGU&DOO
5PGU2IIDW
5PGU6HW
5PGU2II
S
5HPLQGHU&DOO
5HPLQGHU2II-$48(6
3UHVV'66.H\WR
6HOHFW5HPLQGHU6HW
3UHVV'66.H\WR
6HOHFW5HPLQGHU2II
:$767UN
:$76
A call received through remote access shows standard call information for outside calls, including the caller’s number
(MLX only) if network caller identification or Caller ID is available.
:$767UN
If a remote access call is sent to coverage because an invalid number is dialed, an MLX telephone user who receives the call sees a message. If Caller ID or ISDN caller identification is available, pressing the More button shows the calling party number and facility label.
No display Page 1:
&RYHU',6$"
&DOOHU2XWVLGH7UN
Page 2:
2876,'(
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Display
Feature
Saved
Number
Dial
System
Access/
Intercom
Buttons
Timer
Transfer
Description
When an MLX telephone user presses a programmed Saved
Number Dial button, a confirmation is displayed.
When a user dials a number by pressing a programmed Saved
Number Dial button, the digits appear on the display as if from the dialpad.
Sample Displays
Analog Multiline
No display
MLX
1XPEHU6DYHG
In Release 2.0 and later systems, inspecting a Saved
Number Dial button shows the number stored on the button.
No display
If a user with a display phone calls an extension and the call is answered at a Shared SA button, the caller’s display shows the principal extension, not the answering extension.
-RVH
Display telephones have a built-in timer that allows timing of calls or other events. The timer appears on Line 2 of the display and counts to 59 minutes and 59 seconds, then resets to zero and continues counting.
-RVH
7UDQVIHU7R
When an MLX telephone user presses the Transfer button, the display prompts the user to dial the extension number.
No display
When an MLX telephone user initiates a transfer on a voice-announce button (SA
Voice or ICOM Voice), the user is asked to enter the extension.
No display
The display shows the digits as they are dialed. When all digits are dialed, the display shows the name of the person if labels are programmed.
No display
$QQRXQFH7R
-26([
Issue 1
August 1998
Page 272
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Display
Feature
Transfer continued
Issue 1
August 1998
Page 273
Description
On MLX telephones, when the transfer is completed, a confirmation is displayed.
Calls returning from transfer are identified by call type and by the name and extension to which the call was transferred. Line 2 of the MLX telephone display also shows the caller information.
When an MLX telephone user does not complete a transfer
(for example, Do Not Disturb is on at the destination), the call returns to the user’s telephone and call information is displayed but not the reason for the incomplete transfer.
Sample Displays
Analog Multiline
No display
7UI5HW&+$5/(6
No display
MLX
&DOO7UDQVIHUUHG
5HWXUQ&+$5/(6[
&DOOHU$11$[
,QFRPSOHWH7UDQVIHU
&DOOHU686$1[
When an MLX telephone user receives a transferred call, the display shows the type of call and the caller information on
Line 1. When an inside call is being transferred, the extension or name is shown.
7UDQVIHU5HFHLYH Transfer an inside extension
Page 1:
7UDQVIU$1*(/$
Page 2 (Line 2 on QCC):
7UDQVIUE\0,*8(/
When an outside call is being transferred and ISDN caller identification or Caller ID information is not available, the line the call came in on is shown. If ISDN caller identification or Caller ID information is available, the caller’s number is shown
(line/trunk information is not).
Transfer an outside call with
Calling Party Number:
Page 1:
7UDQVIU
Page 2 (Line 2 on QCC):
7UDQVIUE\0$5,$
The transfer originator is shown on Line 2 on a QCC. On all other telephones, press the
More button to show Page 2.
Transfer an outside call without Calling Party
Number
Page 1:
7UDQVIU2876,'(7UN
Page 2 (Line 2 on QCC):
7UDQVIUE\0$5,$
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Display
Feature
UDP
Displays
Description
For an incoming call from an extension in the non-local dial plan (Release 6.0 and later systems, Hybrid/PBX mode only), only calls conveyed on private PRI tandem trunks appear as shown. Other non-local UDP calls display as outside calls. The display on
MLX display telephones depends upon how the display preference is programmed:
Call arriving on an extension programmed for label (Calling name) display only
Same call arriving on an extension programmed for extension or ANI Calling number only
Same call arriving on an extension programmed for label, extension, or ANI (both) i
Sample Displays
Analog Multiline
35,75.
35,75.
35,75.
MLX
5,&+([W
35,75.
&$7+(5,
Issue 1
August 1998
Page 274
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Do Not Disturb
Do Not Disturb
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Code
MLX Display Label
Telephone users, DLC operators
Extension Information
All
All except QCC and single-line telephones
'2127',6785%>'1'@
Issue 1
August 1998
Page 275
Description
Do Not Disturb prevents calls from ringing and prevents paging over a speakerphone. When you turn on the feature and receive an outside call, the caller hears ringback, but your telephone does not ring. The green LED next to the line button with the ringing call flashes to indicate an incoming call, and, if you choose, you can answer the call. If the feature is turned on and you receive an inside call, the inside caller hears a busy signal. The telephone does not ring, and the green LED next to an SA or ICOM button does not flash.
The types of priority calls listed below override Do Not Disturb and cause the telephone to ring; the green LED also flashes.
■
■
A call (including a transferred call) from any coverage receiver to a sender with Do Not Disturb on
A Barge-In call
■
■
■
■
A returning transferred or camped-on call, or a parked call returning to a
DLC operator
A Callback call, notifying you that a call to a busy extension or to a busy pool (Hybrid/PBX mode only) can be completed
A Reminder call
In Release 2.0 and later systems, when a user turns on the feature, the system automatically posts the message '2127',6785% . Users with analog multiline telephones, MLX-10, or MLX-5 nondisplay telephones must program a Posted Message button in order to display the message for callers. This message appears on the Home screen of an MLX display telephone with Do Not Disturb turned on, and on the screen of any inside caller with a display telephone who calls. When you turn off Do Not Disturb, the system automatically removes the message. You can also post and remove the message by using a programmed Posted Messages button.
However, using this button only posts or removes the message; it does not turn on or turn off the Do Not Disturb feature.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Do Not Disturb
Considerations and Constraints
Issue 1
August 1998
Page 276
Do Not Disturb must be programmed onto an available button.
If you turn on Do Not Disturb while receiving a call (ringing or voice-announced), the caller continues to hear ringback (or a voice-announced caller may stay on the line), but you do not hear ringing. The Do Not Disturb feature remains on.
When the principal’s Do Not Disturb is turned on, his or her calls ring at other telephones with shared personal lines or at coverage receivers but not at other telephones with Shared SA buttons.
Telephone Differences
Direct-Line Consoles
The green LED next to an Auto Dial or DSS button on a DLC turns on when a user turns on Do Not Disturb, indicating that the user is not available.
Queued Call Consoles
Do Not Disturb cannot be used on a QCC; Position Busy must be used instead.
The green LED next to a DSS button turns on when a user turns on Do Not
Disturb, indicating to the QCC operator that the user is not available.
Other Multiline Telephones
Activate Do Not Disturb on a multiline telephone by pressing the programmed Do
Not Disturb button. The green LED next to the button goes on to indicate that the feature is active. To turn off the feature, press the programmed Do Not Disturb button again. The green LED next to the button turns off. Feature codes cannot be used to turn Do Not Disturb on and off.
In Release 2.0 and later systems, turning on Do Not Disturb on an analog multiline, MLX-10, or MLX-5 nondisplay telephone does not automatically post the
Do Not Disturb message; program a Posted Messages button for the message to be posted automatically. In this case, when Do Not Disturb is turned on, the green
LED next to the Posted Messages button lights automatically and the system posts '2127',6785% . When Do Not Disturb is turned off, the system automatically turns off the green LED next to the Posted Messages button.
Single-Line Telephones
Do Not Disturb is not available on single-line telephones.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Do Not Disturb
Issue 1
August 1998
Page 277
Feature Interactions
Auto Dial
Barge-In
Callback
Caller ID
Camp-On
Coverage
Digital Data Calls
Direct Station
Selector
9 1
When you turn on Do Not Disturb, the green LEDs next to all Auto Dial buttons programmed with your extension go on.
Barge-In overrides Do Not Disturb.
Calls to a user with Do Not Disturb on are not eligible for callback queuing. If the callback originator is using Do Not Disturb, the system overrides the feature; the telephone rings when the busy extension or line/trunk is available.
Caller ID information is not displayed if the user turns on Do Not Disturb. If the user turns on Do Not Disturb while receiving Caller ID information, that information remains on the display.
A Camp-On call does not ring when the destination extension has Do Not
Disturb turned on.
When a sender turns on Do Not Disturb, calls go to Individual and/or
Group Coverage receivers. Individual and/or Group Coverage calls are not sent to a receiver with Do Not Disturb turned on. If a sender and all receivers have Do Not Disturb turned on, the call is not sent to coverage and the caller hears a busy tone.
When a sender turns on Do Not Disturb, any receivers for that sender can call the sender.
In Release 2.1 and later systems, calls received on personal lines with Do
Not Disturb on go immediately to coverage, instead of waiting for the
Coverage Delay Interval.
Digital communications devices can activate Do Not Disturb by dialing the virtual button number (for example, ) of the Do Not Disturb button. Do
Not Disturb can be activated by video systems that have the ability to dial strings and feature codes beginning with #.
A Do Not Disturb button should be programmed at an MLX passive-bus telephone, and the feature should be activated during 2B video calls.
Otherwise, voice calls ring and flash at the MLX telephone during 2B data calls, although they cannot be answered.
The use of a Do Not Disturb button at a passive-bus MLX telephone allows voice calls to be covered while 2B video calls are in progress.
In Release 2.0 and later systems, an operator can check the status of an extension whose red LED is on by using the Inspct button to determine whether the extension is busy or using Do Not Disturb. If the user at the extension is using Do Not Disturb, the Do Not Disturb message is also posted and appears on the operator’s display. (However, the message may also mean that the user has posted the message without turning on the Do Not Disturb feature.)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Do Not Disturb
Display
Forward and
Follow Me
Group Calling
Headset Options
Messaging
Multi-Function
Module
Labeling
Paging
Reminder Service
Issue 1
August 1998
Page 278
In Release 2.0 and later systems, when a multiline telephone user with coverage turns on Do Not Disturb and calls are sent to coverage receivers, the receiver with a display sees a message when answering the call; it shows that the call has been redirected because the sender turned on Do Not Disturb.
If a display telephone user tries to transfer a call to a user with Do Not
Disturb active, the display shows '2127',6785% .
Calls are not forwarded to a destination extension that has Do Not Disturb turned on; the call rings only at the forwarding telephone as described in
. Turning on Do Not Disturb at the forwarding extension does not prevent the calls from being forwarded.
In Release 4.0 and later systems, turning on Do Not Disturb at a forwarding extension causes calls to be forwarded immediately. The
Forwarding Delay has no effect.
If a calling group member uses Do Not Disturb, calls are not sent to the group member even if he or she is logged in and available.
If an MLX telephone user with Headset Auto Answer uses Do Not Disturb, any calls that override Do Not Disturb (such as Barge-In calls and callback calls) are automatically answered.
In Release 2.0 and later systems, when Do Not Disturb is turned on, the system automatically posts '2127',6785% . This message appears on the Home screen of an MLX display telephone user with Do Not Disturb turned on. It also appears on the screen of any inside caller with a display telephone who calls a user with the feature turned on. The system automatically removes the message when the user turns off the feature.
Users with analog multiline, MLX-10, or MLX-5 nondisplay telephones must program a Posted Messages button for the system to automatically post or remove the message when the feature is turned on or off. A user can post or remove a Do Not Disturb message by pressing a programmed
Posted Messages button.
Posting the '2127',6785% message does not turn the feature on; removing the posted message does not turn the feature off.
Using Do Not Disturb is not recommended because the device connected to the MFM does not have an LED to indicate when the feature is active.
Labeling is used to enter the names of the persons or businesses associated with the System Speed Dial numbers stored as listings in the
System Directory. It is also used to enter the names of people, groups, and locations associated with the extensions in the system stored as listings in the Extension Directory. Labeling is used to enter the telephone numbers and label information associated with Personal Directories on
MLX-20L telephones. This information can also be programmed by the user at the extension.
Group pages cannot be made to a telephone with Do Not Disturb on.
Reminder calls ring at telephones with Do Not Disturb turned on.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Do Not Disturb
Service Observing
Signal/Notify
System Access/
Intercom Buttons
Transfer
Voice Announce to
Busy
Issue 1
August 1998
Page 279
In Release 6.1 and later systems, a Service Observer can observe calls even if the observed extension uses the Do Not Disturb feature.
Activating Do Not Disturb at a Service Observer extension does not block the Service Observer from being alerted when a call comes into an observed extension.
When an extension being observed activates Do Not Disturb, this causes the green LED next to the observed extension’s button on the Service
Observer’s telephone or the red LED on the DSS to light.
Signaling cannot be used when the destination telephone user turns on
Do Not Disturb.
Do Not Disturb prevents ringing of incoming calls at SA or ICOM buttons
(including Shared SA buttons) on the telephone where the feature is turned on. This also prevents calls received on the principal’s SA buttons from ringing at other telephones with Shared SA buttons for that extension.
Calls transferred to telephones that have Do Not Disturb turned on are returned after the transfer return interval expires, unless the telephone has coverage and a receiver is available. In that case, the transferred call is sent to the receiver.
A user with Do Not Disturb active does not receive voice-announced calls.
Drop
9 1
.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Extension Status
Extension Status
Issue 1
August 1998
Page 280
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
DLCs/Supervisors
Status 0/Unavailable
Status 1/After-call work state
Status 2/Available
Telephones (rooms or agents)
Status 1/After-call work state
Status 2/Log in or out
Feature Codes
Activate Extension
Status/Supervisory
Operation
Deactivate Extension
Status
DLC
Status 0/Unavailable
Status 1/After-call work state
Status 2/Available
Telephones (rooms or agents)
Status 0/ Unavailable
Status 1/ After-call work state
Status 2/Available
MLX Display Labels
Status 0/Unavailable
Status 1/After-call work state
Status 2/Available
DLC operators, hotel supervisors/rooms, calling group supervisors/members, Call Management System (CMS) supervisors/members
Direct Group Calling Information, SMDR, System Information
( 6\V6HWXS ), Extension Information
All
DLCs, room or calling group member (agent) telephones
(hotel and CMS only)
(hotel and CMS only)
+ Hold (calling group/CMS only)
+ Drop (calling group/CMS only)
+ DSS button
+ DSS button (hotel and CMS only)
+ DSS button
(calling group/CMS only)
(hotel and CMS only)
(66WDWXV(62II>(6(62II@
(66WDWXV(6>(6(6@
(66WDWXV(6>(6(6@
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Extension Status
At a Glance - Continued
System Programming
Hardware
Issue 1
August 1998
Page 281
●
Designate either Hotel or Calling Group/CMS mode:
2SWLRQV
→
([W6WDWXV
●
In Hotel mode, activate Extension Status on DLC:
([WHQVLRQV
→
More
→
([W6WDWXV
Printer for reports
NOTE:
For more information about calling groups, see “Group Calling” on page
312 .
Description
Extension Status allows an operator or a calling group or Call Management
System (CMS) supervisor with a Direct-Line Console (DLC) to monitor extensions’ status. It provides alternatives to the standard call-handling LED indicators of available, busy, and Do Not Disturb. The red LEDs next to DSS buttons or the green LEDs next to Auto Dial buttons programmed with extension numbers are on, off, or flashing, depending on the extension’s status. The two modes for
Extension Status that can be selected during system programming are as follows:
■
■
Hotel. Employees at the front desk at a hotel or motel can use Extension
Status to monitor room availability and restrict the telephones when the
rooms are not occupied. Table 20 shows Extension Status 0, 1, and 2 for
Hotel mode and the associated LED status for each.
Hotel mode allows different meanings to be assigned to extension statuses. The system restricts or unrestricts telephones based on the meaning assigned.
Calling Group/CMS. A calling group or CMS supervisor can use Extension
Status to monitor the availability of agents who can take calls directed to
the calling group. Table 21 shows Extension Status 0, 1, and 2 for the
Calling Group/CMS mode and the associated LED status for each.
In either Hotel or Calling Group/CMS mode, an operator or a calling group or CMS supervisor with a DLC can change the status of an extension either by using a programmed button or by pressing the Feature button and dialing a code. In addition, users in either mode with any type of telephone can change to Status 1 and Status 2. In calling groups, agents do not change to Status 1. In Calling
Group/CMS mode, users can sign out of the group by changing to Status 0. In
Hotel mode, an extension can be changed to Status 0 only from a DLC.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Extension Status
Table 20. Extension Status for Hotel Mode
Extension Status LED Status
0 Off
1 Flashing
Issue 1
August 1998
Page 282
Meaning
Room is occupied and telephone is in regular call-handling state.
Room is unoccupied and ready for cleaning; outside calls cannot be made from the telephone.
2 On
■
Room is vacant and outside calls cannot be made from the telephone.
Table 21. Extension Status for Calling Group/CMS Mode
Extension Status LED Status
0 Off
1 Flashing
Meaning
Telephone is logged out from the group; member is unavailable to take calls.
Used for CMS only. Telephone is in the after-call work state; group member is unavailable to take calls.
2 On
■
Telephone is signed into the group; calls can be sent to group member.
Considerations and Constraints
The system can be set up for either Hotel or Calling Group/CMS mode but not for both.
In Hotel mode, when DSS buttons are used to monitor status, operators can use the Message Status button to see whether an operator turned on message LEDs at the telephones. In Calling Group mode, message status shows the busy/not busy status of the agents.
If a hotel has more than three floors and you wish to have the first digit of the extensions correspond to the floor number—for example, Floor 5 has extensions
501 through 520—then you should use a MERLIN II System Display Console with built-in DSS buttons instead of DSS adjuncts. This is because the DSS buttons on the MERLIN II System Display Console correspond to the extension jacks instead of a range of extension numbers, as on the DSS adjunct. A DSS adjunct cannot have buttons for more than three ranges of numbers. The status of the first 120 rooms is displayed. If the hotel has more than 120 rooms, Auto Dial buttons can be assigned to up to 33 line buttons on the console to be used for Extension
Status and for transferring calls to the rooms.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Extension Status
Issue 1
August 1998
Page 283
In Hotel mode, the MERLIN MAIL, MERLIN LEGEND Mail, or AUDIX Voice Power outcalling feature does not work.
In Hotel mode, when Auto Dial buttons are used to monitor the status of telephones (instead of buttons on a DSS), the green LED next to the button indicates extension status (0, 1, or, 2), and the red LED indicates message status.
In calling group mode, the green LED also indicates extension status, but the red
LED indicates busy/not busy status.
If the system is programmed for Extension Status in Hotel mode, telephones can be changed to Status 0 (regular call handling) only from the operator console.
Extension Status cannot be changed from rotary telephones.
In Hotel mode, when the system restarts (for example, for maintenance) and the
calling group type is set for Auto Logout (see “Group Calling” on page 312
for details), extensions that are assigned Status 1 are changed automatically to
Status 0 and restrictions are removed. If the calling group type is changed to Auto
Login, extensions assigned Status 1 are changed automatically to Status 2 and restrictions remain.
Telephone Differences
Direct-Line Consoles
Extension Status/Supervisory Operation can be assigned to DLCs only. In Hotel mode, only a DLC operator can change an extension to Status 0. In Calling
Group/CMS mode, a calling group or CMS supervisor uses a DLC to monitor and change group member status.
Queued Call Consoles
Extension Status/Supervisory Operation cannot be used on a QCC, and a QCC cannot be a calling group or CMS supervisor console or a calling group member.
Multiline Telephones
Only a telephone assigned as a DLC can activate Extension Status/Supervisory
Operation to see the status of telephones. In Hotel mode, the feature is assigned to the console in system programming and is always active on the console unless the operator presses either the Message Status button to use Auto Dial or the
DSS buttons to see message-waiting status for each telephone.
To activate Extension Status/Supervisory Operation in Calling Group/CMS mode, the calling group or CMS supervisor assigned as a DLC operator presses the
Feature button, dials , and presses the Hold button. To deactivate the feature and return to normal call handling, the supervisor presses the Feature button, dials , and presses the Drop button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Extension Status
Issue 1
August 1998
Page 284
To change the status of a telephone, a DLC operator or supervisor activates
Extension Status (if not already active) and then presses a programmed button for
Status 0, Status 1, or Status 2, and finally presses the Auto Dial or DSS button for the telephone. A DLC operator or supervisor can also change the status of telephones by pressing the Feature button, dialing the feature code ( for
Status 0, for Status 1, and for Status 2), and pressing the Auto Dial or
DSS button for the extension.
NOTE:
MLX display telephone users see only the first three characters dialed (for example, ) ) when changing the status of telephones.
In either Hotel or Calling Group/CMS mode, regular multiline telephone users can change to Status 1 or Status 2 by pressing a programmed button for each status, or by pressing the Feature button and dialing the feature code ( for Status 1 or for Status 2). In Calling Group/CMS mode only, a user can change to Status 0 by pressing the Feature button and dialing .
Single-Line Telephones
A single-line telephone user can change to Status 1 (CMS or Hotel only) or
Status 2 by lifting the handset, which must be connected to an ICOM or SA line, and dialing either for Status 1 or for Status 2. In Calling Group/CMS mode only, a user can change to Status 0 by dialing .
Feature Interactions
Allowed/
Disallowed Lists and Calling
Restrictions
Callback
1 2
To allow users in Hotel mode to dial emergency or other selected numbers when the telephone is in Status 1 or 2, access must be assigned to an Allowed List.
Direct Station
Selector
Display
Do Not Disturb
Group Calling
In Hotel mode, an extension in Status 1 or 2 cannot use Callback to request busy pools.
A calling group or CMS supervisor, or a DLC with Extension Status assigned can change the status of a group member or room by pressing a programmed Available or Unavailable button and then pressing the DSS button for the group member or room.
.
The LED next to an Auto Dial or DSS button is on when the user activates
Do Not Disturb or is busy on a call. In Release 2.0 and later systems, an
MLX operator can inspect the DSS button to see if a Do Not Disturb message is posted.
Extension Status allows calling group supervisors to change and monitor calling group member status and to enable group members to sign in and out of the calling group.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Extension Status
HotLine
Issue 1
August 1998
Page 285
Extension Status is not recommended for HotLine extensions because
HotLine extensions cannot dial the # codes to change the Extension
Status.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Fax Extension
Fax Extension
Issue 1
August 1998
Page 286
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Telephone users, operators
Direct Group Calling Information, Extension Directory,
Extension Information, Label Information
All
Tip/ring for fax extension. All for message-waiting receiver.
●
Identify fax extension jacks:
$X[(TXLS
→
)D[
→
([WHQVLRQ
●
Assign fax message-waiting receivers:
$X[(TXLS
→
)D[
→
0VJ:DLWLQJ
Specify length of time before system sends fax
● message-waiting indication:
$X[(TXLS
→
)D[
→
7KUHVKROG
Maximums
Fax machines using the
Fax Extension feature
Message-Waiting
Receivers programmed for each fax extension
Factory Setting
Fax Message Threshold
16
4
10 seconds (range 0–30)
Description
The Fax Extension feature provides special treatment for single-line ports (ports on 012 or 016 modules) when used with a facsimile machine or fax modem. This special treatment disables those features normally provided to single-line ports but not suitable for fax machines, such as:
■
■
■
Distinctive ringing
Call Waiting
Transfer, Hold, and Conference
In addition to the above, the Fax Extension feature also provides the ability to notify certain extensions when a fax is received by turning on the Message LED.
Extensions so enabled are called fax message-waiting receivers.
The Fax Message Threshold setting is the length of time (0–30 seconds) before the system assumes that a fax has arrived. When a fax extension answers a call, the MERLIN LEGEND Communications System waits until the fax message threshold is exceeded and then sends a message-waiting indication to the designated message-waiting extensions(s). If the message-waiting telephone has
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Fax Extension
Issue 1
August 1998
Page 287 a Message LED, the Message LED turns on. Single-line telephone users without a Message LED hear a stutter dial tone when a message is waiting. Telephones located off premises are unable to receive message-waiting indications.
Return Call is not operable for messages received from a fax machine and cannot be used to make a call to the fax. (Return Call is a feature available on MLX display telephones, including QCCs, that enables a user to automatically call an extension that left a message.)
The Fax Extension feature overrides the distinctive ringing pattern for calls transferred to a fax extension. When a fax extension receives a transferred call, it provides one long ring (similar to an inside call) instead of three short rings.
NOTE:
Fax extensions only can send message-waiting indications. They cannot receive message-waiting indications.
To use the Fax Extension feature, perform the following system programming tasks for each fax machine:
1. Specify the tip/ring extension connected to the fax machine or fax modem.
2. Specify the extension(s) to receive the message-waiting indication.
3. Specify the number of seconds the system waits before it registers that a fax has arrived and sends the message-waiting indication. (This is the fax message threshold, which is a systemwide parameter.) The range is 0–30 seconds, with a default of 10 seconds.
NOTE:
It is recommended that the default setting (10 seconds) be used for the fax message threshold. If the fax message threshold is set to less than 10 seconds, the Message LED could be activated on a receiver’s telephone every time the fax machine goes off hook to answer a call, even if a fax has not arrived. If the fax message threshold is set to more than 10 seconds, there is a greater likelihood that the Message LED will not be activated on a receiver’s phone whenever short faxes (that is, fax transmissions of less than 10 seconds in duration) arrive.
Considerations and Constraints
A fax extension can send a message-waiting indication, but it cannot be assigned as a message-waiting receiver for another fax or for a calling group.
If a fax message-waiting indication is deleted by one of the four message-waiting receivers, the message is deleted from all of the telephones programmed as message-waiting receivers for the fax.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Fax Extension
Issue 1
August 1998
Page 288
Do not use this feature for fax machines connected to analog multiline telephones with a General Purpose Adapter (GPA). In a GPA configuration, features cannot be assigned to the fax independently of the telephone.
A maximum of 16 fax machines (tip/ring ports) can be assigned the Fax
Extensions feature. Additional fax machines can be installed, but these additional fax machines cannot use the Fax Extension feature.
Feature Interactions
Conference
Display
Group Calling
Hold
Messaging
Multi-Function
Module
Ringing Options
Transfer
1 2
If an extension is programmed as a fax extension, the telephone at that extension is unable to use the Conference feature.
On MLX display telephones, message-waiting indications received by a fax message-waiting receiver are identified as )$; . On analog multiline telephones, messages are indicated by &DOO extension or caller’s name.
The type of message indicated does not allow a calling group message-waiting receiver to distinguish between a message left for the calling group and a fax or personal message.
The calling group receives fax message-waiting indications directed to the calling group. The message-waiting receiver cannot distinguish between messages left for the calling group and fax or personal messages.
If an extension is programmed as a fax extension, the telephone at that extension is unable to use the Hold feature.
Return Call is not operable for messages received from a fax machine and cannot be used to make a call to the fax.
A single-line telephone with a Message LED connected to an MFM can receive message-waiting indications but not stutter dial tone.
The Fax Extension feature overrides the distinctive ringing pattern for calls transferred to a fax extension. When a fax extension receives a transferred call, the fax extension provides one long ring (similar to an inside call) instead of three short rings.
If an extension is programmed as a fax extension, the telephone at that extension is unable to use the Transfer button.
Forced Account Code Entry
1 2
See “Account Code Entry/Forced Account Code Entry” on page 27
.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Forward and Follow Me
Forward and Follow Me
Issue 1
August 1998
Page 289
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Sending
Receiving
Programming Code
Forward
Feature Codes
Forward On
To inside extension
To outside number
Telephone users, operators
Extension Information, Operator Information
All
All except QCC
All
+
+ ext. no.
dial-out code or , + optional Pauses, + outside no.
+ #
(Centrex Transfer via Remote Call Forwarding, Release 6.0 and later: +
+
Pause ) sending ext. no.
Follow Me On
Forward/Follow Me Off
At sending extension
At receiving extension, for one sending extension
At receiving extension, for all sending extensions
MLX Display Labels
+ sending ext. no.
+ sending ext no.
System Programming
)RUZDUG>)RUZG@
)ROORZ 0H>)OZ0H@
&DQFO)ROORZ (QCC only)
Allow (or disallow) individual extensions to forward calls to
● outside telephone numbers (Remote Call Forwarding):
([WHQVLRQV
→
More
→
5HPRWH)UZG
Assign or remove principal user of a personal line (only the principal user can use Remote Call Forwarding for calls on the
● personal line):
/LQHV7UXQNV
→
More
→
3UQFLSDO8VU
Assign the number of rings that a call rings at an extension before it is forwarded (Forwarding Delay):
●
([WHQVLRQV →
(QWHU →
More → 'HOD\)UZG → extension no.
→ no. of rings → (QWHU
Factory Settings
Forwarding Delay
Remote Call Forwarding
0 rings (range 0–9 rings)
Disabled
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Forward and Follow Me
Description
Issue 1
August 1998
Page 290
Forward and Follow Me provide two ways for a user to send calls to another number. Calls can be forwarded to:
■
An inside extension (for example, when a user is temporarily working at a different desk)
■
■
A non-local extension at another system in a private network (Release 6.0 and later systems, Hybrid/PBX mode only). An example is a user at a branch office.
An outside number (for example, if a user is working at home). When calls are forwarded to an outside number, the feature is called Remote Call
Forwarding.
In Release 4.0 and prior systems, an SA or ICOM line must be ringing at a forwarding extension before an inside call can be sent to the programmed destination, even when the programmed Forwarding Delay is 0 rings (factory setting). In Release 4.1 and later systems, the Forward on Busy feature enhancement forwards calls immediately when all available SA or ICOM buttons on the Forwarding extension are busy. The caller no longer receives a busy signal from the forwarding extension. This enhancement works with Forward, Follow Me, and Remote Call Forwarding.
NOTE:
Calls forwarded to outside telephone numbers may vary in transmission quality.
In Release 4.0 and later systems, both Forward and Follow Me are affected by the
Forwarding Delay option, which allows calls to an extension to ring for at least the programmed number of rings (0–9) before the call is forwarded to the receiving extension. If a call cannot be forwarded while certain conditions exist, the Delay may be greater than the programmed Forwarding Delay setting. The Forwarding
Delay setting can be programmed only by the system manager through system programming.
In Release 4.1 and later systems, SA or ICOM calls forwarded from an extension where all available lines are busy do not have the Forwarding Delay applied. They are forwarded immediately and may arrive at the destination before other forwarded calls that are ringing for the Forwarding Delay period.
All users, except QCC operators, can use Forward or Follow Me to forward calls to another extension. Calls cannot be forwarded to a calling group.
The factory setting for Remote Call Forwarding does not permit users to forward calls to outside numbers. Through system programming, use of the feature can be allowed for individual extensions.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Forward and Follow Me
Issue 1
August 1998
Page 291
Forwarding in a Private Network
For Release 6.0 systems (Hybrid/PBX mode only), Remote Call Forwarding can be used in combination with Caller ID. The LS-ID Delay option must be programmed to On for each line connected to the 800 GS/LS-ID module. To pass
Caller ID information across the private network when a call is transferred, set the
Forwarding Delay to one ring. Transfer of the call must be completed before the call is forwarded. The user at the extension that first receives the Caller ID call from the PSTN must activate Forwarding and specify forwarding across the private network, over PRI tandem trunks only, to a non-local extension with an
MLX display telephone. When the call is received on the destination MLX display telephone, the user sees the Caller ID information.
In Release 6.0, the user at the extension that first receives the Caller ID call from the PSTN turns Remote Call Forwarding on and specifies forwarding across the private network, over PRI tandem trunks only, to a non-local extension with an
MLX display telephone. Remote Call Forwarding can also be turned on by entering the feature code or pressing a programmed Forward button, and dialing the local ARS access code, a fictitious exchange, and the non-local extension. For example, the user dials (Remote Call Forwarding feature code) or presses
Forward, dials 9 (local ARS access code), dials 555, and dials 4411 (the non-local extension number). The ARS tables must include an Exchange table for the fictitious exchange (555). The pool associated with that Exchange table must be a tandem trunk pool. The digit absorption associated with that Exchange table must be set to 3. The factory setting for Remote Call Forwarding is to prohibit it for all extensions, so the system manager must program the original receiving extension to allow use of the feature.
In Release 6.1 and later systems (Hybrid/PBX mode only), Forward can be used to send calls to a non-local extension across a private network. Remote Call
Forwarding privileges do not have to be turned on. Caller ID information is sent with the forwarded call if PRI tandem trunks connect the systems.
!
SECURITY l ALERT:
Remote Call Forwarding allows a user to forward an incoming call to an outside number. When a call is placed to the extension that is forwarding calls to an outside number, the caller can stay on the line after the call is concluded and receive another dial tone. At this point, the caller can initiate
a toll call. For additional information, see Appendix A, “Customer Support
Information.”
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Forward and Follow Me
Issue 1
August 1998
Page 292
Centrex Transfer via Remote Call Forwarding
In Release 6.0 and later systems, in full and limited Centrex systems, Centrex
Transfer via Remote Call Forwarding allows the remote call forwarding of outside calls that arrive on Centrex loop-start facilities. In this context, the term outside calls refers to calls from outside the communications system, which may originate at an extension in the Centrex system that is not connected to the local MERLIN
LEGEND Communications System or anywhere in the PSTN. This saves line/trunk resources. Full details of this operation and its feature interactions are
discussed in “Forward and Follow Me” on page 289
.
When an eligible call arrives and the feature is active, Centrex Transfer via
Remote Call Forwarding sends a switchhook flash to the central office, which puts the call on hold and supplies Centrex dial tone for the call. The communications system then dials the programmed Remote Call Forwarding sequence and hangs up, completing the transfer and leaving the line open for other calls.
The following rules apply to Centrex Transfer via Remote Call Forwarding:
■
Only outside calls arriving on loop-start Centrex lines are forwarded by using this feature. Inside calls originating locally or anywhere on a private network, using private network facilities, can be remote call-forwarded, but regular Remote Call Forwarding should be used instead.
■
The system must be equipped with analog Centrex loop-start lines/trunks.
All analog loop-start lines in the system must be Centrex facilities. Other types of facilities may be used in the limited Centrex configuration, but calls arriving on these facilities cannot be remote call-forwarded.
■
■
■
■
To transfer calls outside the Centrex system, the organization must subscribe to a Centrex trunk-to-trunk transfer feature. Otherwise, the feature only works for forwarding to Centrex system extensions that are, for example, not connected to the communications system.
Transfers with consultation and conferences cannot be performed for extensions that have Centrex Transfer via Remote Call Forwarding active.
Similarly, in a limited Centrex configuration that includes an automated attendant application, that application must support and be set to unsupervised transfer operation.
The Centrex lines, the extensions programmed for Centrex Transfer via
Remote Call Forwarding, and any automated attendant (limited Centrex configuration) that transfers calls to the extensions must be connected to the same switch. The feature is not supported across private networks
(Release 6.0 and later systems, Hybrid/PBX mode only).
Extension programming of Centrex Transfer via Remote Call Forwarding may require the Pause character. If so, a user at a multiline telephone on the communications system in a limited Centrex configuration can program the feature. If the feature with a dialing Pause is required for a single-line telephone, a user on the system must use the Authorization Codes feature in order to activate or deactivate Centrex Transfer via Remote Call
Forwarding.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Forward and Follow Me
Issue 1
August 1998
Page 293
■
When a user activates or deactivates a forwarding feature by dialing his or her authorization code, the activating and forwarding extensions must be on the local switch. After dialing the authorization code, the user then turns the feature on or off normally.
Reliable disconnect on loop-start lines is not required for Centrex Transfer via Remote Call Forwarding.
When extensions are using the Centrex Transfer via Remote Call Forwarding feature, do not program Music On Hold as the transfer audible. If Music On Hold is programmed in this case, a caller being transferred hears a click, three seconds of
Music On Hold, a second click, then silence for about 10 seconds, then ringback or a busy tone from the central office. This can confuse outside callers, who may hang up.
Two SMDR call records can be generated for Centrex remote call-forwarded calls: one for the incoming or transferred call to the extension and one for the outgoing call to the remote telephone number. In order for SMDR to report the calls, the
SMDR minimum call length must be set to zero (0).
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.
If the Pause is required at a single-line telephone, the user must employ an authorization code to activate the feature from a multiline extension. A user may activate or deactivate forwarding or Centrex Transfer via Remote Call Forwarding by dialing his or her authorization code from an extension other than the home extension. The activating and forwarding extensions must be on the local switch.
The user activates the feature after dialing the authorization code and hearing inside dial tone. The user must activate or deactivate the forwarding feature within
15 seconds of entering the authorization code; otherwise, it is necessary to start over.
NOTE:
A remote access user cannot dial the Pause character in the Remote Call
Forwarding digit string.
If a Pause is not required, a single-line telephone user may activate the feature at his or her own extension. A remote access user may activate the feature without using an authorization code. Barrier code requirements do apply, however.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Forward and Follow Me
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Use of Forward or Follow Me
Whether calls are sent by using Forward or using Follow Me depends on where the feature is activated:
■
Forward and Remote Call Forwarding are activated at a user’s own extension or from an outside telephone by remote access. Forward can be deactivated at a user’s own extension, at a local extension to which the user’s calls are forwarded, or from an outside telephone by remote access.
(System programming is required to allow Remote Call Forwarding.)
Forward to a non-local extension can be activated only at the user’s own extension.
NOTES:
1.
In Release 6.0 and later systems (Hybrid/PBX mode only),
Follow Me is not supported across a private network.
2.
In Release 6.0 (Hybrid/PBX mode only), Forward is not supported across a private network.
3.
In Release 6.1 and later systems (Hybrid/PBX mode only),
Forward is supported across a private network.
4.
In Release 6.0 and later systems, a user with an authorization code can turn Forward or Remote Call Forwarding on or off from a multiline telephone at another extension in the local system.
He or she first dials the authorization code for his or her home extension and then activates the feature normally. A single-line telephone user and a remote access user cannot enter the
Pause character, if required, in a Remote Call Forwarding digit string.
■
Follow Me is activated at another local extension to send a user’s calls to that local extension. It can be deactivated at a user’s own extension or at the local extension to which calls are sent. Follow Me can be used only to send calls to a local extension, not to an outside telephone number or non-local extension.
If several extensions are sending their calls to a user, that user can turn off
Forward and Follow Me either for one extension at a time or for all extensions.
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Forward and Follow Me
Call Eligibility for Forwarding Features
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NOTE:
In Release 6.0 and later systems, when the Centrex Transfer via Remote
Call Forwarding feature is used, only outside calls arriving on analog
Centrex loop-start lines are remote call-forwarded. (Such calls may arrive directly at the extension or be transferred without consultation.) Centrex
Transfer via Remote Call Forwarding is an exception to many of the eligibility rules listed below for other types of forwarding.
Forward, Remote Call Forwarding, and Follow Me send the following types of calls:
■
In Release 4.1 and later systems, all inside calls when all SA or ICOM buttons are busy
■
■
■
In Release 4.0 and prior systems, ringing inside calls
Inside or outside calls transferred to the forwarding extension
Outside calls directed to the forwarding extension and received on a tie trunk
■
■
■
Outside calls received on a Direct Inward Dialing (DID) trunk
Outside calls received on PRI lines with routing by dial plan
For Release 6.0 or later systems (Hybrid/PBX mode only), private network calls
An available calling group member is automatically logged out when the member forwards his or her calls. If a calling group member logs in while calls are being forwarded, Forward or Remote Call Forwarding is automatically canceled.
Forward, Remote Call Forwarding, and Follow Me do not send the following types of calls:
■
■
Voice-announced inside calls
Calls received on a Cover button
■
■
■
■
■
■
Returning parked or transferred calls
Callback calls from the system
Calls received on a Shared SA button
Calls received on a Call button on a QCC
Calls transferred from a calling group for a voice messaging system (VMS) connected to a jack programmed as generic VMI
Calls forwarded from other extensions
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Feature Reference 555-661-110
Features
Forward and Follow Me
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Calls received on a personal line (an outside line assigned to a button on the telephone) are forwarded to outside numbers by using Remote Call Forwarding only under the following circumstances:
■
The extension must be assigned as the principal user of the personal line through system programming. Only one extension can be the principal user for a given line/trunk.
■
If the personal line is a loop-start line, it must provide a reliable disconnect signal. A disconnect signal is the signal sent by the local telephone company to notify the system that an outside caller has hung up.
Disconnect signaling is considered reliable when a disconnect signal is sent on every call when the caller hangs up. The line is considered unreliable when a disconnect signal is not sent on every call. The factory setting for loop-start lines is Unreliable Disconnect; this setting can be changed to Reliable Disconnect through system programming. Remote
Call Forwarding cannot be used to forward calls arriving on a line programmed as unreliable.
NOTES:
1.
Programming a loop-start line as reliable when, in fact, it does not provide reliable disconnect signaling leaves the line in a permanent busy condition after a call on that line has been forwarded to an outside number.
2.
In Release 6.0 and later systems, Centrex loop-start lines used for Centrex Transfer via Remote Call Forwarding do not have to provide reliable disconnect.
3.
T1-emulated loop-start lines are considered unreliable and should not be used for Remote Call forwarding.
Forwarded Call Ringing
A forwarded call rings as shown in Table 22 .
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Forward and Follow Me
Table 22. Forwarded Call Ringing
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Telephone
Type
Multiline
Calls Forwarded to Inside Extension
In Release 4.1 and later systems, if SA or ICOM buttons are all busy, the call is forwarded immediately, regardless of the delay setting.
In Release 4.0 and prior systems, the forwarding telephone must ring once for an SA or ICOM call. If all
SA or ICOM buttons are busy, the caller hears the busy tone and the call is not forwarded.
If an SA or ICOM button is available, the green LED continues flashing; the call can still be answered.
The receiving telephone rings, and the green LED flashes at an available SA or ICOM button until the call is answered.
Single-line In Release 4.0 and prior systems, the forwarding telephone rings until the call is answered. If the SA or
ICOM line is busy, the caller hears a busy tone and the call is not forwarded. In Release 4.1 and later systems, if the SA or ICOM line is busy, the call is forwarded immediately, regardless of the delay setting.
The destination telephone rings, and the green LED flashes at an available SA or ICOM button until the call is answered.
Outside Number
Forwarding telephone does not ring. Destination telephone rings.
Forwarding telephone does not ring. Destination telephone rings.
Delayed Forwarding
In Release 4.0 and later systems, each user can program a Forwarding Delay setting for calls that are forwarded using Forward, Remote Call Forwarding, or
Follow Me. The Forwarding Delay is the number of rings that a call rings at the forwarding extension before it is forwarded to the receiver. The number of rings can be set from zero to nine (0–9) through system programming. Once the
Forwarding Delay is programmed, it is in effect until it is reprogrammed.
The user may use this feature to screen calls during that time by checking the displayed calling number if it is available.
Do Not Disturb overrides Delayed Forwarding. Calls are immediately forwarded if
Do Not Disturb is on while Forward or Follow Me is active.
In Release 4.1 and later systems, if a call arrives on an SA or ICOM line to a forwarding extension where all SA or ICOM buttons are busy, the call is sent immediately to its destination. The Forwarding Delay has no effect.
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Feature Reference 555-661-110
Features
Forward and Follow Me
Considerations and Constraints
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On multiline telephones, Forward should be programmed on a button so that the
LEDs provide a visual reminder when calls are being forwarded.
A user can forward calls to only one extension or outside telephone number.
A user can receive forwarded calls from an unlimited number of extensions.
Forward (including Remote Call Forwarding) and Follow Me cannot be used at the same time. When the second feature is turned on, the first one is automatically turned off.
In Release 4.1 and later systems, the call need not ring when all SA or ICOM buttons are busy. A call forwarded to an outside number does not ring at the forwarding telephone. A call forwarded to a single-line telephone rings until the call is answered. In Release 4.0 and prior systems, an SA or ICOM call to an MLX or analog multiline telephone extension must ring once at the forwarding telephone, or according to the programmed Forwarding Delay in Release 4.0 systems. It rings until answered at an available SA or ICOM button on the
destination telephone (see Table 22 ).
A forwarded outside call rings as an inside call (one-ring burst) at the destination extension; it does not ring with the normal distinctive ring for an outside call.
The ability to use Remote Call Forwarding to forward calls received on a personal line to an outside number must be assigned through system programming. If this ability is assigned, only the principal user of a personal line can forward calls on that line to an outside number. If a principal user is not assigned, calls on a personal line cannot be forwarded to an outside number. When the principal user turns on Remote Call Forwarding, all calls received at that extension on an SA or
ICOM button are forwarded to the outside number. Only one inside call at a time can be forwarded. However, multiple outside calls can be forwarded. No error tone sounds when a user with a restricted telephone uses Remote Call
Forwarding. However, when a call eligible for forwarding is received, the system checks restrictions and denies the forward if the outside telephone number either is not on an Allowed List assigned to the restricted extension or is included on a
Disallowed List assigned to the restricted extension.
If a user is off hook on an SA or ICOM button while turning on Forward, Remote
Call Forwarding, or Follow Me, and enters an invalid destination, he or she hears an error tone. On an MLX display telephone, the display clears. If a user enters an invalid extension while turning on Forward, Remote Call Forwarding, or Follow Me at an analog multiline display telephone, the display shows (UURU .
Reliable disconnect cannot be programmed for a T1 channel programmed to emulate a loop-start line. When a call is received on a loop-start emulation channel and Remote Call Forwarding is used, the call is forwarded to the primary system operator instead of to the destination telephone number.
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Feature Reference 555-661-110
Features
Forward and Follow Me
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A user who shares a personal line cannot join a call in progress forwarded to an outside telephone number unless the user shares both the personal line on which the call was received and the line/trunk selected to forward the call to the outside number.
When two or more people sharing a personal line use Forward or Follow Me to send to extensions, calls received on the personal line are forwarded to all destinations.
If Forward is turned on at an extension while it is ringing with an incoming call, the call continues to ring at that extension and also begins to ring at the destination extension after the delay time interval.
Forward, Remote Call Forwarding, and Follow Me forward a call only once. For example, if Extension A forwards calls to Extension B, which in turn is forwarding calls to Extension C, calls arriving for Extension A are forwarded only to Extension
B and do not go on to Extension C.
Calls received on a Cover button are not forwarded. When a coverage sender turns on Forward, his or her calls are forwarded and go to coverage at the same time.
A call can be forwarded to a multiline telephone that has a DSS or Auto Dial button for the originator. When this occurs in Release 2.1 and later systems, the red LED next to the DSS button or the green LED next to the Auto Dial button does not flash.
The reasons that a call may ring for more than the programmed Delayed Call
Forwarding setting are the following:
■
If a button is programmed as Delayed Ring, the Forwarding Delay begins after the Delayed Ring period ends. The two delays are cumulative.
■
■
The destination for the Forwarded call may not be available to receive the call.
There are no lines/trunks available (Remote Call Forwarding only).
Unless a forwarding delay is active, remote call-forwarded calls do not ring at the forwarding extension. No display is shown.
In Release 4.0 and later systems, if the Forwarding receiver is unavailable, a call rings at the Forwarding extension (assuming a button is available) until the
Forwarding receiver is available or the call is answered. If a call is forwarded to a line/trunk through Remote Call Forwarding, the call rings at the forwarding extension until a line/trunk is seized for the outgoing call.
In Release 4.1 and later systems, if all SA or ICOM buttons are busy at the forwarding extension and the receiving extension is also unavailable, the caller receives a busy signal.
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Feature Reference 555-661-110
Features
Forward and Follow Me
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In Release 4.0 and prior systems, a call arriving on an SA or ICOM line to a busy forwarding extension is not forwarded. The caller hears a busy tone.
The Forwarding Delay setting cannot be copied from one extension to another because it is not associated with a button.
In Release 4.1 and later systems, an SA or ICOM call placed to a forwarding extension with no available SA or ICOM buttons is forwarded immediately. As a result, the call may arrive before other forwarded calls that are still ringing according to a programmed Forward Delay setting.
Forward on Busy (Release 4.1 and later systems only) is automatic and cannot be changed through programming. It is not activated when the forwarding telephone is busied-out for maintenance or system programming, or when the forwarding telephone is unplugged or in extension or system programming mode.
In Release 3.1 and later releases, Remote Call Forwarding checks the dial-access-to-pools restriction and denies the call if pool access is restricted.
In Release 6.0 and later systems using full or limited Centrex features, outside calls can be remote call-forwarded to outside telephone numbers. The outside calls must arrive on analog Centrex loop-start lines (reliable disconnect not required).
Telephone Differences
In Release 6.0 and later systems, you may activate or deactivate Forward or
Remote Call Forwarding from a local system telephone by first entering your authorization code. When you hear inside dial tone, press the Feature button and dial , or dial or , depending on the type of telephone at the extension you are using. Activation of the feature using an authorization code follows the same rules as other activations of Forward. (The sections below provide details.)
You cannot activate Follow Me by using this method, nor can you activate any other feature at your home extension.
Direct-Line Consoles
A DLC operator can forward calls to extensions and, if allowed through system programming, to outside telephone numbers. Because outside lines are assigned as personal line buttons on the console, the ability to forward calls received on each eligible outside line (excluding loop-start lines with unreliable disconnect on non-Centrex systems) to an outside number must also be assigned through system programming; the outside line can be assigned to only one telephone for each individual line/trunk.
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Feature Reference 555-661-110
Features
Forward and Follow Me
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Queued Call Consoles
Calls cannot be forwarded from a QCC to another extension or an outside number. (A QCC operator uses Position Busy instead.) However, users can forward calls to an individual QCC.
To turn on Follow Me for another local extension at a QCC, press the Feature button and select the Follow Me feature from the display. At the prompt, dial the local extension of the forwarding telephone.
To cancel Forward and Follow Me from other local extensions, press the Feature button at the destination QCC, and select &DQFO)ROORZ (Cancel Follow Me) from the display. Then do one of the following:
■
■
To cancel forwarding from one local extension, dial that extension number.
To cancel forwarding from all local extensions, dial .
NOTE:
Forward from non-local extensions must be cancelled at the extension forwarding the calls.
Other Multiline Telephones
To forward calls to an extension, either press a programmed Forward button and dial the destination extension number, or press the Feature button, dial , and dial the destination extension number. If you are forwarding to a non-local extension, dial a pound sign (#) after the non-local extension number. If you are off hook on an SA or ICOM button, you hear a confirmation tone (double break in dial tone), and then dial tone is removed. If a programmed Forward button is used, the green LED next to the button turns on.
To forward calls to an outside telephone number, either press a programmed
Forward button, or press the Feature button and dial . Then select the outside line/trunk or pool on which to route forwarded calls by dialing the ARS or pool dial-out code (Hybrid/PBX mode only), the Idle Line Access code (usually ; Key and Behind Switch modes only), the line/trunk number (usually 801–880), or
(Centrex line, any mode). If you are using Centrex Transfer via Remote Call
Forwarding, you may need to press the Hold button to enter a 1.5-second Pause character; consult your Centrex provider. Press Hold at any time after entering the dial-out code, line/trunk number, or . Then dial the destination telephone number followed by a pound sign ( ) to signal the end of the dialing sequence.
If you are off hook on an SA or ICOM button, you hear a confirmation tone, and then dial tone is removed. If a programmed Forward button is used, the green
LED next to the button turns on.
To turn on Follow Me, press the Feature button, dial , and dial the forwarding telephone’s extension. If you are off hook on an SA or ICOM button, you hear a confirmation tone and dial tone is removed. An MLX display telephone user can
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Feature Reference 555-661-110
Features
Forward and Follow Me
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Page 302 also use Follow Me by pressing the Feature button, selecting the feature from the display, and dialing the forwarding telephone’s extension.
In Release 6.0 and later systems, you may activate or deactivate Forward or
Remote Call Forwarding from a local system multiline telephone by first entering your authorization code. When you hear inside dial tone, press the Feature button and dial , or dial or , depending on the type of telephone at the extension you are using.
To turn off Forward, Remote Call Forwarding, and Follow Me at the originating multiline telephone, press the programmed Forward button, or press the Feature button and dial ; then dial your own extension number (in effect, “forwarding” calls to that extension). If you are off hook on an SA or ICOM button, you hear a confirmation tone, and then dial tone is removed. If a programmed Forward button is used, the green LED next to the button turns off.
At a destination (receiving) multiline telephone, to cancel Forward and Follow Me from other local extensions, press the Feature button, dial , and do one of the following:
■
■
To cancel forwarding from one local extension, dial that extension.
To cancel forwarding from all local extensions, dial .
NOTE:
Forward from non-local extensions must be cancelled at the extension forwarding the calls.
If you are off hook on an SA or ICOM button, you hear confirmation tone, and then dial tone is removed.
Single-Line Telephones
At a single-line telephone, you must connect to an SA or ICOM line to turn on
Forward or Follow Me to an extension or outside line.
To forward to a local extension, lift the handset and then dial , followed by the destination extension number. If you are forwarding to a non-local extension, dial a pound sign (#) after the non-local extension number. You hear a confirmation tone, which is a double break in dial tone, and dial tone is removed.
To forward calls to an outside telephone number, lift the handset and dial .
Then select the outside line/trunk or pool on which to route forwarded calls. Dial the ARS or pool dial-out code (Hybrid/PBX mode only), the Idle Line Access code
(usually ; Key and Behind Switch modes only), the line/trunk number (usually
801–880), or for Centrex Transfer via Remote Call Forwarding (Release 6.0 and later systems). Then dial the destination telephone number followed by a pound sign ( ) to signal the end of the dialing sequence. You hear a confirmation tone, and dial tone is removed.
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Feature Reference 555-661-110
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Forward and Follow Me
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NOTE:
In Release 6.0 and later systems using Centrex Transfer via Remote Call
Forwarding, a Pause character may be required after the that you dial for
Centrex line access. Because entering a Pause character requires use of a system Hold button, a Pause cannot be entered from a single-line telephone; use the Authorization Code feature to activate forwarding from a multiline extension.
To turn on Follow Me, lift the handset and dial and your own extension number. You hear a confirmation tone, and dial tone is removed.
To cancel Forward, any type of Remote Call Forwarding, or Follow Me at the originating single-line telephone, lift the handset and dial and your own extension number, in effect, “forwarding” calls to that extension. You hear a confirmation tone, and dial tone is removed.
At a destination single-line telephone, cancel Forward and Follow Me from other extensions by lifting the handset and dialing . Then do one of the following:
■
■
To cancel forwarding from one local extension, dial that extension number.
To cancel forwarding from all local extensions, dial .
NOTE:
Forward from non-local extensions must be cancelled at the extension forwarding the calls.
If you are off hook on an SA or ICOM button, you hear confirmation tone. Then dial tone is removed.
Calls are forwarded to single-line telephone extensions even if there is no telephone or other tip/ring device connected to the specified extension.
Feature Interactions 2 2
Account Code Entry You cannot enter account codes for calls forwarded to outside numbers.
Account codes are not necessary for calls forwarded to extensions.
Telephones with Forced Account Code Entry assigned can forward calls only to local extensions and not to outside telephone numbers. If the extension has Remote Call Forwarding on with an outside number programmed and Forced Account Code Entry is activated, then Remote
Call Forwarding is overridden and calls ring only at the extension.
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Feature Reference 555-661-110
Features
Forward and Follow Me
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Allowed/
Disallowed Lists and Calling
Restrictions
A user with an outward- or toll-restricted telephone cannot forward calls to an outside number unless the number is on an Allowed List assigned to the restricted extension. No error tone sounds when a user with a restricted telephone uses Remote Call Forwarding or Centrex Transfer via Remote Call Forwarding (Release 6.0 and later systems). However, when a call eligible for forwarding is received, the system checks restrictions and denies the forward if the outside telephone number is not on an Allowed List (or is on a Disallowed List) assigned to the restricted extension.
Authorization Code In Release 6.0 and later Key or Hybrid/PBX mode systems, forwarding features, including Centrex Transfer via Remote Call Forwarding but excluding Follow Me, can be activated or deactivated at an extension on the system by entering the authorization code for the extension on the same system from which calls are to be forwarded. The user enters the authorization code, then activates or deactivates the feature in the normal fashion. This is especially useful for a single-line telephone user who must include a Pause character in a Remote Call Forwarding dialing sequence, because the character cannot be dialed at a single-line telephone. It is also useful when forwarding options must be changed for a phantom extension.
Auto Answer All An answering device connected to an analog multiline telephone can answer forwarded calls when Auto Answer All is turned on.
Auto Dial When a call is forwarded to a multiline telephone that has an Auto Dial button programmed for the forwarding telephone, the green LED next to the Auto Dial button does not flash.
Automatic Route
Selection
Barge-In
An Auto Dial button cannot be used to dial digits for any type of Remote
Call Forwarding.
To have ARS select the facility on which to forward calls to an outside telephone number, enter the ARS code before the telephone number. The
FRL for the call is that of the extension from which calls are being forwarded.
When a forwarded call is answered at the destination extension, Barge-In can be used to join the call only by dialing the extension number for the destination (not the number for the originating extension). Barge-In cannot be used to join a call forwarded to an outside telephone number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Forward and Follow Me
Callback
Caller ID
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For Release 6.0 systems (Hybrid/PBX mode only), Remote Call
Forwarding can be used in combination with Caller ID. The LS-ID Delay option must be programmed to On for each line connected to the
800 GS/LS-ID module. To pass Caller ID information across the private network when a call is transferred, set the Forwarding Delay to one ring.
Transfer of the call must be completed before the call is forwarded. The user at the extension that first receives the Caller ID call from the PSTN must activate Forwarding and specify forwarding across the private network, over PRI tandem trunks only, to a non-local extension with an
MLX display telephone. When the call is received on the destination MLX display telephone, the user sees the Caller ID information.
In Release 6.1 and later systems (Hybrid/PBX mode only), Forward can be used to send calls to a non-local extension across a private network.
Caller ID information is sent with the forwarded call if PRI tandem trunks connect the systems.
If a forwarding extension is busy when a user calls, the user can queue the call for callback. Callback is completed when the forwarding extension is no longer busy. If the forwarding extension and the forwarded-to extension are available, the call rings at both extensions. If the forwarded-to extension is not available, the call rings at the forwarding extension only.
If an inside caller using Automatic Callback calls an extension with
Remote Call Forwarding and no pools are available, the caller hears queuing tone. When the pool becomes available, dequeuing tone is heard and the call is placed to the Remote Call Forwarding number if the user has stayed on the line. Otherwise, if the caller has hung up, priority ring is heard as the callback call is dispensed to the user.
When no pools are available and an inside caller is not using Automatic
Callback, a call to an extension with Remote Call Forwarding follows the extension’s coverage path. If there is no coverage and the inside caller activates Selective Callback while listening to the busy signal, the call queues for the extension but not for the Remote Call Forwarding number.
The systemwide LS-ID delay, if programmed, augments the Forwarding
Delay. The total delay is the LS-ID delay plus the Forwarding Delay.
In Release 6.0 and later systems (Hybrid/PBX mode only), Remote Call
Forwarding can be used in combination with Caller ID on a loop-start
PSTN line connected to a networked system’s 800 LS-ID line/trunk module. This allows Caller ID information to be sent across a private network. The user at the extension that first receives the Caller ID call from the PSTN must turn Remote Call Forwarding on and specify forwarding across the network, over PRI tandem trunks only, to a non-local extension with an MLX display telephone. When the call is received on the destination MLX display telephone, the user sees the
Caller ID information.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Forward and Follow Me
Call Waiting
Camp-On
Conference
Coverage
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Call Waiting does not apply to forwarded calls because the system tries the destination telephone instead of the forwarding telephone. However, if the call is not forwarded for any reason (for example, because the user has tried to use Remote Call Forwarding from a restricted telephone), Call
Waiting functions normally.
In Release 4.1 and later systems, if a user has no available SA or ICOM buttons and has Forward or Follow Me turned on, he or she does not hear the call-waiting tone when a call is forwarded using the Forward on Busy enhancement. The caller hears ringback.
Camp-On cannot be used to complete a transfer to an extension that has any type of Remote Call Forwarding turned on.
When calls received on a personal line are forwarded to an outside telephone number, another user who shares the personal line and the line/trunk selected to forward the call can join the in-progress call by pressing the personal line button. In this case, the person joining the call is considered the conference originator, and the forwarded call can be conferenced. If the person joining the call hangs up, all participants on the conference call are disconnected.
In Release 6.0 and later systems, if you conference a call on a Centrex analog loop-start line when an extension has activated Centrex Transfer via Remote Call Forwarding, the call is not forwarded.
In Release 3.0 and earlier systems, or if the Forwarding Delay is programmed to 0 rings in Release 4.0 and later systems, when a coverage sender forwards, calls are forwarded and sent to coverage at the same time. Calls received on any Cover button are not forwarded.
If a coverage receiver has activated any type of Remote Call Forwarding, calls sent to that extension by Coverage are not forwarded to the remote location.
In Release 4.0 and later systems, one of the following occurs if both coverage and forwarding are on and the Forwarding Delay is not set to 0 rings:
■
■
A call that is sent to Group Coverage before the forwarding attempt is not forwarded.
A call that is remote call-forwarded before any coverage is not covered.
■
■
■
A call that is remote call-forwarded while Primary and/or Secondary
Coverage receivers are alerting is removed from those coverage points and is not sent to Group Coverage.
If a call is sent to Group Coverage after forwarding, the call is removed from the called extension, the forwarded-to extension, and any primary and secondary Cover buttons.
If a user tries to forward a call before the coverage interval is reached, the call is not forwarded.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Forward and Follow Me
CTI Link
Digital Data Calls
Direct Station
Selector
Direct Voice Mail
Display
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When an MLX extension is programmed as a CTI link (Release 5.0 and later systems only), forwarding is deactivated for that extension.
In Release 6.0 and later systems, if a PassageWay Telephony Services client extension with a call on an analog Centrex loop-start line attempts to conference or to transfer to an extension with Centrex Transfer via
Remote Call Forwarding activated, the call is immediately transferred without consultation, regardless of the user’s intentions. The originator is disconnected.
Digital communications devices can forward calls by dialing the associated feature code.
Forward can be activated by video systems that have the ability to dial strings and feature codes beginning with #. 2B data calls are forwarded as two 1B data calls. Remote Call Forwarding features are not available at video system extensions.
Forward to an extension can be activated by pressing a programmed
Forward button or using the feature code, and then pressing a DSS button for the destination extension. If you are forwarding to a non-local extension, dial a pound sign (#) after the non-local extension number.
Follow Me can be activated by using the feature code and pressing a
DSS button corresponding to the local forwarding extension.
A call can be forwarded to a multiline telephone that has a DSS or Auto
Dial button for the originator. When this occurs in Release 2.1 and later systems, the red LED next to the DSS button or green LED next to the
Auto Dial button does not flash.
In Release 4.0 and later systems, if Forwarding is active and Delayed
Forwarding is not set to 0 rings, pressing the Direct Voice Mail button at the forwarding extension while a call is ringing on a button causes the call to go directly to voice mail without being forwarded.
In Release 3.0 and later systems, a call that is made or transferred to an extension by using Direct Voice Mail is not forwarded or remote call-forwarded.
When an MLX display telephone user forwards calls to an extension, the display prompts for the extension. After Forward is turned on, the user sees a confirmation message. A user receiving a forwarded call sees a message indicating which extension forwarded the call. For an outside call, pressing More displays the line the call came in on and, if ISDN calling party identification or Caller ID is available, the caller’s number.
For an inside call, pressing More shows the caller’s name and extension.
When an MLX display telephone user forwards calls to an outside number, the display prompts for the number. On MLX and analog multiline telephones, the digits appear on the display as the user dials the number.
An MLX display telephone user receives a feedback message confirming that his or her calls are now forwarded to an outside number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Forward and Follow Me
Display continued
Do Not Disturb
Group Calling
HotLine
Multi-Function
Module
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Page 308
When an MLX display telephone user turns Follow Me on or off, the display prompts for the forwarding extension. After the feature is activated, the message 6LJQHG,Q appears. After the feature is deactivated, one of two messages appears:
6LJQHG2XW if you deactivated the feature for one extension
6LJQHG2XW$OO if you deactivated the feature for all extensions.
If an MLX display telephone user enters an invalid destination while turning on Forward, the display clears. If a user enters an invalid extension while turning on Forward, Remote Call Forwarding, or
Follow Me at an analog multiline display telephone, (UURU is displayed.
Calls are not forwarded to a destination extension that has Do Not Disturb turned on; the call rings only at the forwarding telephone as described in
. Turning on Do Not Disturb at the forwarding extension does not prevent calls from being forwarded.
In Release 4.0 and later systems, turning on Do Not Disturb at a forwarding extension causes calls to be forwarded immediately. The
Forwarding Delay has no effect.
In Release 6.0 and later systems (Hybrid/PBX mode only), calls forwarded to an extension on a remote system that has activated Do Not
Disturb receive a busy tone or follow the coverage programmed for that extension.
An available calling group member is automatically logged out when the member forwards his or her calls. If a calling group member logs in while calls are being forwarded, Forward or any type of Remote Call
Forwarding is automatically canceled.
Calls cannot be forwarded to a calling group.
When a line/trunk programmed to ring into a calling group is assigned as a personal line on a principal user’s telephone, an incoming call received on the personal line is not sent to the calling group if the principal user forwards calls to an outside telephone number through Remote Call
Forwarding or Centrex Transfer via Remote Call Forwarding.
Forward and Follow Me are not intended for HotLine extensions (Release
5.0 and later systems) but can be used at these extensions. Forwarding must be programmed at the extension before it is assigned as a HotLine extension. Follow Me cannot be activated at a HotLine extension.
To cancel both Forward and Follow Me at a Hotline extension, you must use a telephone at a non-HotLine extension.
Remote Call Forwarding is not intended for HotLine extensions but can be programmed before the extension is assigned as a HotLine. To cancel
Remote Call Forwarding, remove HotLine programming first.
Forward (including Remote Call Forwarding) and Follow Me should not be used on an MFM because the user does not have an LED that indicates when the feature is active.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Forward and Follow Me
Issue 1
August 1998
Page 309
Music On Hold
Night Service
Paging
Park
Personal Lines
In Release 6.0 and later systems where extensions are using the Centrex
Transfer via Remote Call Forwarding feature, do not program Music On
Hold as the transfer audible. If Music On Hold is programmed in this case, a caller being transferred hears a click, three seconds of Music On Hold, a second click, then silence for about 10 seconds, then ringback or a busy tone from the central office. This can confuse outside callers, who may then hang up.
When Night Service is turned on, calls arriving for a Night Service group member can be forwarded to a local extension by using Forward or
Follow Me. However, calls cannot be forwarded to an outside telephone number or a non-local extension.
Calls cannot be forwarded to a paging group. The line/trunk number used to connect loudspeaker paging equipment cannot be used to forward calls to outside telephone numbers.
Returning parked calls are not forwarded.
When an extension is programmed as the principal user of a personal line, calls arriving on the personal line can be forwarded to an outside number (if the extension can use Remote Call Forwarding) as long as the personal line is not a loop-start line with unreliable disconnect. (In
Release 6.0 and later systems, reliable disconnect is not required for the
Centrex Transfer via Remote Call Forwarding feature.)
Pickup
Pools A pool can be used to forward calls to an outside telephone number.
Enter the pool dial-out code before the telephone number.
Primary Rate Interface and T1
A PRI line that has been programmed for routing by dial plan cannot have
Remote Call Forwarding allowed. A T1 Switched 56 line cannot be used for Remote Call Forwarding.
Recall/Timed Flash A multiline telephone user on an inside Forward or Follow Me call can use
Recall. In Release 2.0 and later systems, Recall can also be used on an outside call received on a loop-start line.
Remote Access
In Release 4.1 and later systems, the Forward on Busy enhancement does not apply to calls received on personal lines.
Pickup cannot be used to answer calls being forwarded to an outside telephone number.
A user can turn on Forward or Remote Call Forwarding through Remote
Access. To do so, call into the system on a line/trunk that is programmed for Remote Access, and enter the barrier code, if required.
To forward calls to an extension, dial while listening to system dial tone. Then dial the forwarding extension number and the destination extension number. If the destination number is a non-local extension, dial a pound sign (#) after the extension number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Forward and Follow Me
Remote Access continued
Ringing Options
Service Observing
SMDR
Issue 1
August 1998
Page 310
To forward calls to an outside telephone number, dial and the forwarding extension number. Then dial one of the following: the ARS or pool dial-out code (Hybrid/PBX mode only), the Idle Line Access code
(usually ; Key and Behind Switch modes only), the line/trunk number
(usually 801–880), or a for Centrex Transfer via Remote Call
Forwarding (Release 6.0 and later systems). Finally, dial the destination telephone number and to signal the end of the dialing sequence. If a
Pause is needed in the dialing sequence for Centrex Transfer via Remote
Call Forwarding, forwarding must be activated or deactivated at a multiline telephone on the system.
To cancel the forwarding of calls to an extension, dial while listening to system dial tone. Then dial the forwarding extension number; now dial the forwarding extension again.
If the forwarding telephone is set to Immediate Ring, only the programmed Forwarding Delay is applied (Release 4.0 and later systems). If the forwarding telephone button is set to Delay Ring, calls that arrive on that button are delayed before forwarding. In Release 4.0 and later systems, the Forwarding Delay is added to the Delay Ring setting. If the forwarding telephone button is set to No Ring, calls that arrive on that button are not forwarded.
In Release 4.1 and later systems, a call that cannot arrive at the forwarding extension—because it has no available SA or ICOM button— is forwarded immediately. It does not ring at the forwarding extension, regardless of the Ring Timing options (Delay, Immediate, or No Ring) set.
In Release 6.1 and later systems, a Service Observer actively observing an extension may activate or cancel Forward or Follow Me without interrupting the observing. The Service Observer simply presses the
Feature button and dials the feature code and extension number.
However, the Service Observer does not hear any progress tones while doing this.
If the system is programmed to track both incoming and outgoing calls, two SMDR records are generated when an outside call is forwarded to an outside telephone number. One record shows the incoming call, and the other record shows the call made to the destination telephone number with the forwarding telephone as the originator.
Programming of the Remote Call Forwarding number to which incoming calls are to be forwarded is completed by pressing . The SMDR report includes the with the number for calls forwarded to the number. In
Release 6.0 and later systems, if a Pause character is included in a
Remote Call Forwarding dial sequence, it also appears in the report.
In Release 6.0 and later systems, when a call comes into an extension that is a principal user with Centrex Transfer via Remote Call Forwarding activated, the initial incoming call may be of very short duration. You can set the SMDR feature to record very short, even zero (0) duration calls in order to capture these calls. However, this may not be desirable in all systems.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Forward and Follow Me
System Access/
Intercom Buttons
Transfer
UDP Features
Voice Announce
Issue 1
August 1998
Page 311
A Shared SA button cannot be used to turn on Forward or Remote Call
Forwarding for the principal’s telephone. Calls received on a Shared SA button are not forwarded.
When calls are forwarded to an extension, a call received on an SA or
ICOM button rings once at the forwarding extension’s SA or ICOM button
—including all assigned Shared SA buttons, even though a call received on these buttons is not forwarded—and rings at the destination extension’s SA or ICOM button, including all assigned Shared SA buttons, until it is answered. In Release 4.1 and later systems, calls are forwarded immediately when no SA or ICOM button is available at the forwarding extension.
Inside and outside calls transferred by another user or by an operator are forwarded. If a user transfers a call to an extension with calls forwarded to an inside extension, the extension receiving the forwarded calls hears one burst of ring, indicating an inside call. If the extension is a display telephone, the call information appears as an inside call and not an outside call. Returning transferred calls are not forwarded.
In Release 6.0 and later systems, all transfers to an extension with
Centrex Transfer via Remote Call Forwarding active behave like transfers with automatic completion. Consultation is not permitted. The transfer originator is disconnected, and the call is sent to the outside telephone number.
In Release 6.0 and later systems (Hybrid/PBX mode only), Follow Me is not supported across a private network.
In Release 6.0 (Hybrid/PBX mode only), Forward is not supported across a private network.
In Release 6.1 and later systems (Hybrid/PBX mode only), Forward is supported across a private network.
Voice-announced calls are not forwarded.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
Group Calling
Issue 1
August 1998
Page 312
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Supervisor
Member
Programming Codes
Any multiline telephone
Calls-in-Queue Alarm
Calling group supervisor
Unavailable (ES Status 0)
Available (ES Status 2)
Calling group members
Log in/out
Feature Codes
Calling group supervisor
Enter Supervisory
Operation
Exit Supervisory
Operation
Unavailable (ES Status 0)
Available (ES Status 2)
Calling Group members
Log In
Log Out
MLX Display Labels
Unavailable (ES Status 0)
Available (ES Status 2)
System Programming
Telephone users, operators
Dial Plan Information, Direct Group Calling Information,
Extension Information, System Information ( 6\V6HWXS )
All
One of the following assigned as a DLC:
MLX-20L
MLX-28D
MERLIN II System Display Console
BIS-34D
BIS-22D
All, except QCC
+
+
+ calling group ext. no.
Hold
Drop
+ DSS button
+ DSS button
(66WDWXV(62II>(6(62II@
(66WDWXV(6>(6(6@
●
Assign group members and supervisors to each group:
([WHQVLRQV
→
More
→
*US&DOOLQJ
→
0HPEHUV
●
Assign lines/trunks to ring into calling group:
([WHQVLRQV
→
More
→
*US&DOOLQJ
→
/LQH3RRO
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
At a Glance - Continued
System Programming
continued
Issue 1
August 1998
Page 313
Assign maximum number of calls allowed in calling group queue (Release 6.0 and later systems):
●
([WHQVLRQV
&WUO
→
→
More
→
*US&DOOLQJ
Dial calling group ext. no.
allowed in queue
→
(QWHU
→
→
More
(QWHU
→
→
4XHXH
Dial no. of calls
Select hunt type, Circular, Linear, or Most Idle (Release 5.0
● and later systems):
([WHQVLRQV
→
More
→
*US&DOOLQJ
→
+XQW7\SH
Designate delay announcement device. In Release 5.0 and later systems, designate as many as ten primary delay announcement devices and one secondary device, set interval between the first and second announcements, and
● specify whether second announcement repeats:
([WHQVLRQV
→
More
→
*US&DOOLQJ
→
'HOD\$QQFH
●
Calling group as receiver for a Group Coverage sender:
([WHQVLRQV
→
More
→
*US&DOOLQJ
→
*US&RYHUDJH
●
Assign message-waiting receiver for calling group:
([WHQVLRQV
→
More
→
*US&DOOLQJ
→
0HVVDJH
Select/set overflow basis and/or threshold and designate
● calling group or QCC queue as overflow receiver:
([WHQVLRQV
→
More
→
*US&DOOLQJ
→
2YHUIORZ
→ calling group no./QCC
2YHUIORZ , or
→
1XPEHU%DVHG2YHUIORZ
3URPSW%DVHG2YHUIORZ
, 7LPH%DVHG
(Release 6.0 and later systems)
Choose calling group type to determine whether calling group members are automatically logged in after a system restart.
When a calling group is used for voice messaging systems,
● specify whether VMI type is integrated or generic:
([WHQVLRQV
→
More
→
*US&DOOLQJ
→
*URXS7\SH
Set calls-in-queue alarm threshold; in Release 5.0 and later systems, specify up to three alarm levels to signal increasing
● number of callers waiting:
([WHQVLRQV
→
More
→
*US&DOOLQJ
→
4XHXH$ODUP
●
Set the overflow threshold time:
([WHQVLRQV
→
More
→
*US&DOOLQJ
→
2YHUIORZ
→
Calling
Group No.
→
7LPH%DVHG2YHUIORZ
Assign external alert to notify calling group members of
● calls-in-queue alarm:
([WHQVLRQV
→
More
→
*US&DOOLQJ
→
;WQO$OHUW
●
Enter display label for calling group:
More
→
/DEHOLQJ
→
*US&DOOLQJ
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
Issue 1
August 1998
Page 314
At a Glance - Continued
Maximums
Calling groups
Extensions for each group
Calling groups for each extension
Calling groups for each line/trunk
Delay announcement devices for each system
Primary devices per group
32
20 local, 1 non-local (Release 6.1 or later systems)
1
1
200 can be shared among groups for Release 5.0 and later; in earlier systems, 32
10 in Release 5.0 and later; in earlier systems, 1)
Secondary devices per group
Message-waiting receivers for each calling group
Calls-in-Queue Alarm threshold levels
External Alerts for each group
Overflow Receivers for each group
Calls in calling group queue
Factory Settings
Calls in Calling Group
Queue
Overflow Threshold
Number-based
Time-based
Prompt-based
Repeat Secondary Delay
Announcement
Time between
Announcements
Calls-in-Queue Alarm
Levels
Threshold 1
Threshold 2
Threshold 3
Calls-in-Queue Alarm
Calling group extension numbers
Extension Status
Hunt Type
Group Type
1 (Release 5.0 and later)
1 (can be shared among groups)
3 per group for Release 5.0 and later; in earlier systems, 1
1 (cannot be shared among groups)
1 (can be shared among groups)
0–99 (setting available in Release 6.0 and later)
99 (setting can be changed in Release 6.0 and later systems only)
1 call (range 1–99 calls)
0 (0–900 sec)
Off; Release 6.0 and later systems
Off; Release 5.0 and later systems
0 (0–900 sec); Release 5.0 and later systems
1 call (range 1–99 calls)
1 call (range 1–99 calls)
1 call (range 1–99 calls)
In Release 4.2 and earlier systems, 1 call (range 1–99 calls)
Release 5.0 and later systems only
770–791, 7920–7929
Calling Group/CMS
Circular
Auto Logout
NOTE:
For additional information about calling group activities, see “Extension
.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
Description
Issue 1
August 1998
Page 315
Group Calling is used to direct incoming calls to a specific group of telephones (a calling group ). A calling group is a team of individuals who answer and handle the same kinds of calls, for example, high-volume work groups such as sales, service, marketing, repair, and technical support. Also, fax machines that receive a large number of fax messages can be placed in a calling group to allow multiple calls to be sent.
Through Group Calling, all members in the calling group are assigned to a single extension number. Specific lines/trunks can be assigned to ring directly into the calling group so that outside callers can dial a published telephone number to reach the group, bypassing the operator.
In Release 6.0 and earlier systems, all members of a calling group must be connected to the same local system. In Release 6.1 and later systems, a calling group may have a single non-local member that is defined under the Uniform Dial
Plan as existing on another MERLIN LEGEND Communications System connected by a tandem trunk to the local system. A calling group can have a single non-local member or several local extensions. The same calling group cannot have both local members and a non-local member.
A calling group containing a single non-local member can be used for most of the same purposes as a calling group containing only local extensions.
Individual calling group member extensions are assigned an extension number, allowing a group member to receive calls as an individual and as a group member.
Outside calls that come into a calling group are usually not intended for a particular group member and can be handled by any member. However, inside callers can reach a specific calling group member by dialing the individual extension number assigned to the member.
NOTE:
The information in the remainder of the Group Calling section applies primarily to calling groups with local members. Refer to the Network
Reference for detailed information about calling groups with a single non-local member.
As calls come into the calling group, the system hunts for an available group member in a circular or linear manner or, in Release 5.0 and later systems,
according to which member is most idle (see “Hunt Type” on page 320
). If a group member is available, the call rings on an SA or ICOM button. If all group members are busy or otherwise unavailable, calls are held in a queue. As calling group members become available, the calls are distributed on a first-in, first-out basis.
When all calling group members are busy, inside callers who are transferred to the calling group hear regular ringback and the call is sent to the calling group queue; outside callers hear special ringback or Music On Hold if it is programmed
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
Issue 1
August 1998
Page 316 for the system. For a summary of what callers hear while waiting in queue or
being transferred, see Table 30, page 439
.
In addition, an announcement device can be assigned to the group to play a recorded announcement to each waiting caller, in the order that the calls arrive in the queue. In Release 5.0 and later systems, the system manager can assign up to ten primary and one secondary announcement devices for each group and can specify the delay between announcements, as well as whether the second announcement repeats while a caller waits.
In Release 6.0 and later systems, activating the optional Prompt-Based Overflow setting (factory default is Off) allows callers to dial while listening to a delay announcement. Then the caller is directed to the queue for the overflow receiver.
This allows callers to leave a message with a voice messaging system or with a
QCC system operator, for example, rather than waiting in the calling group queue.
NOTES:
1.
In Release 5.0 and later systems, combining multiple delay
announcement devices with tiered alarm thresholds (see “Overflow
for additional details) allows the calling group supervisor or system manager to monitor the effectiveness of delay
announcements. See “Using Alarm Thresholds to Monitor the
Effectiveness of Delay Announcements” on page 329
for more information.
2.
In Release 6.0 and later systems, if the Prompt-Based Overflow setting is on, the number of extra touch-tone receivers (TTRs) required for this option is increased. See “Touch-Tone Receivers” in this book.
Calling group members log in when they are ready to take calls (called available status ) and log out while they finish call-related activities or when they leave their positions (called unavailable status ). Calls are sent to a calling group member only if the member is logged in and is not busy on another call. When the group type is set to Auto Logout (the factory setting) and a call sent to a calling group member is not answered within 30 seconds (5 rings), the call is sent to another member or to the front of the queue if another calling group member is not available. The system automatically logs out the extension where the call went unanswered and makes it unavailable for subsequent calls until the calling group member logs in.
A calling group member is considered available if all of the following conditions are met:
■
■
The extension is logged into the calling group (available status).
The extension handset is on hook and a red light is on next to the next line button to be used by Automatic Line Selection; or a headset user has disconnected the last call, no red light is on at any line buttons, and the speakerphone is off.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
Issue 1
August 1998
Page 317
■
■
■
■
■
■
■
■
The extension is not ringing or busy on another call.
The extension does not have a call on hold (except for a call awaiting transfer).
The extension is not in programming or test mode.
An SA or ICOM button is available for call delivery.
Do Not Disturb is off.
Calls are not being forwarded through Forward, Remote Call Forwarding, or Follow Me.
The calling group member has not activated Callback to reach a busy line/trunk (Hybrid/PBX mode only) or extension.
The calling group member is not about to receive a call from a caller who has used Callback to reach the member.
Calling Group Options
This section describes the Group Calling options assigned through system programming and available only for calling groups.
Queue Control
In Release 6.0 and later systems, the system manager can control the maximum number of calls allowed in the primary calling group queue (not an overflow queue) for calls that arrive on certain facilities often assigned to calling groups.
The factory setting is 99, but any value from 0 to 99 can be specified as the maximum. When the number of calls in queue reaches the programmed maximum, subsequent eligible callers receive a busy signal.
Queue control applies to the following types of calls:
■
DID and dial-in tie trunk calls
■
■
■
PRI facilities programmed for dial-plan routing
Calls that are transferred from a VMI port
Calls transferred on an inside or private network line
NOTE:
For private network trunks, the call returns only when PRI lines are used and the transfer has been manually completed. Calls transferred to a local calling group or using network PRI lines return to the transfer originator.
■
■
Inside calls to the calling group
Inside Dial 0 (#0) and #800 calls delivered to the calling group that is assigned as the QCC Position-Busy backup
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
■
Private network calls (Release 6.0 or later systems only)
Issue 1
August 1998
Page 318
NOTE:
Dial-in tie trunks, including private tandem tie trunks (Release 6.0 and later systems, Hybrid/PBX only) cannot be assigned directly to calling groups.
Queue control does not apply to calls received directly on any of the following facilities:
■
■
Loop-start lines
Ground-start lines/trunks
■
■
■
■
Auto-in tie trunks
BRI lines
T1 facilities emulating ground-start or loop-start lines
PRI facilities programmed for line-appearance routings
In addition, remote-access calls to a calling group, coverage calls directed to a calling group, overflow calls, and outside calls directed to a calling group through
QCC Position-Busy backup are not eligible for queue control.
Table 23. Eligibility of Calling Group Calls for Queue Control
Call Type
DID trunk (analog or emulated T1)
PRI
Dial-plan routed facility
Line-appearance routed facility
Ground-start line/trunk (analog or emulated T1)
Loop-start line (analog or emulated T1)
Transferred/conferenced from operator or user extension (any extension except VMI port)
Outside calls transferred from voice messaging system (integrated or generic port)
Dial 0 and LDN calls directed to a calling group assigned as the QCC Position-Busy Backup
Auto-in tie trunk
BRI facility
Coverage call
Remote access call
Outside calls delivered to QCC Position Busy backup group
Calling Group Overflow calls
Eligible Ineligible
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
Issue 1
August 1998
Page 319
When a call is not eligible for queue control, it is added to the calling group queue, even if that queue has reached or exceeded the programmed maximum number of calls. The Queue Control setting has no effect. For example, if the maximum number of calling group calls is set to 40, and 40 calls have already come in, subsequent callers on eligible facilities hear the busy tone. However, calls that arrive on a loop-start line assigned to the calling group, are added to the queue.
Calling Group Supervisor Position
The calling group supervisor position is a Direct-Line Console (DLC) with
Extension Status assigned through system programming. The calling group supervisor monitors and controls calling group activity by using the LEDs and programmed buttons on the console or DSS.
The supervisor console should include the following programmed buttons:
■
For each calling group member, one button programmed with the member’s extension on the DLC (inside Auto Dial) or optional DSS.
■
A Calls-in-Queue Alarm button (either on the console or on a DSS), programmed with the calling group’s extension, for monitoring calls in queue. A supervisor who manages more than one group needs a button for each group.
NOTE:
In Release 5.0 and later systems, a DSS button used as a
Calls-in-Queue Alarm button only indicates two alarm threshold levels, with either a flash or steady lighting. If DSS buttons are used to monitor calling group queue status, only two alarm thresholds should be set.
■
Status buttons for controlling calling group member availability; an
Available (ES2) button and an Unavailable (ES0) button. Extension Status features allow a calling group supervisor to change and monitor calling group members’ status (and enable members to sign in and out of the
calling group). See “Extension Status” on page 280
for additional information.
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), the calling group supervisor and all calling group members should be located on the same local system.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
Issue 1
August 1998
Page 320
Hunt Type
The placement of each extension in the hunting sequence used by the system to search for an available calling group member is determined by the order in which each extension is assigned to the group during system programming. When the first call arrives for a calling group after a system is installed or restarted (cold start), the system searches for an available group member, starting with the first extension assigned to the group during system programming.
The order in which the system searches for available calling group members for subsequent calls can be circular, linear, or according to which agent is most idle and is called the hunt type . The hunt types are as follows:
■
Circular. The system searches for an available calling group member starting with the extension after the last extension to receive a call. The circular order is the factory setting and is used when all group members have the same responsibilities for handling calls.
■
Most Idle (Release 5.0 and later systems only). The system distributes calls according to the most-idle queue. Whenever an agent transfers or hangs up on a call, he or she moves to the end of the queue. For some applications, this hunt type is more efficient than the circular method, because it takes into account the varying duration of calls. Members are selected based on when they last completed a calling group call, not on when they last received one. When an agent first logs into a group, he or she is most likely to be the most idle and receive the next call. The Most
Idle hunting method ignores non-calling group calls. For example, if an agent transfers a call that arrived on a personal line, the calling group member’s most-idle status is unaffected. This setting is also used when all group members have the same responsibilities for handling calls.
NOTE:
In a Hybrid/PBX mode system, a calling group member may receive a calling group call at an SA button, then put that call on hold at the
SA button. If the agent then picks up the call at a personal line button at his or her telephone, the agent moves to the end of the most-idle queue.
■
Linear. The system distributes calls starting with the first extension assigned to the group through system programming. Consequently, most calls are handled by the first member assigned to the group. This method is used, for example, when the primary responsibility of the first calling group member is to take calls, while other group members provide backup.
NOTE:
For Release 6.1 systems and later (Hybrid/PBX mode only), the hunt type assigned to a calling group that contains a non-local extension has no effect, since this calling group contains only one member.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
Issue 1
August 1998
Page 321
Delay Announcements
Delay announcement devices play a message for callers waiting in a calling group queue, explaining the delay to the caller or asking that the caller continue to wait.
In Release 5.0 and later systems, each calling group can have up to 10 primary delay announcements and one secondary delay announcement device, a maximum of 11 per group. In earlier systems, a calling group can have only one delay announcement device (no secondary device). The devices can be connected to the control unit on 012, 016, or 008 OPT modules. A delay announcement device can also be connected to an analog multiline telephone through a General Purpose Adapter (GPA) or to an MLX telephone through a
Multi-Function Module (MFM). Each device is identified by the extension number assigned in the system numbering plan. Any number of groups can share devices.
Delay announcement devices should not be assigned as calling group members.
NOTE:
In Release 6.1 and later systems, no delay announcement device should be assigned for the calling group that contains the single non-local extension because this calling group member is always available.
When no calling group members are available and calls enter the calling group queue, the announcement device, as it becomes available, answers the call that has been waiting longest and plays the recorded message.
Delay announcement devices may be monitored and logged in and out by the calling group supervisor in the same way that agents are monitored and controlled. After a system cold start or after programming of an extension as a delay announcement, any delay announcement device is automatically logged in.
If an available delay announcement device does not answer a voice call within 30 seconds, it is automatically logged out. To reactivate the device, the supervisor or system manager must log in the extension.
In Release 6.0 and later systems (Hybrid/PBX mode only), a delay announcement device must be connected to the same system as the calling group for which it provides announcements.
In Release 5.0 and later systems, the primary delay announcements function like the single announcement available in prior releases. After the delay announcement (the primary delay announcement in Release 5.0 and later systems), an inside caller hears a special ringback, a transferred inside caller hears regular ringback, and an outside caller (including a transferred outside caller) hears special ringback or Music On Hold, if programmed, until the call is answered by a calling group member. The delay announcement or primary delay announcement is played only once while the call is in queue.
NOTE:
When you change a delay announcement, for example, re-recording it, be sure to recalculate the announcement interval so that special ringback or
Music on Hold does not interrupt the new announcement.
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In Release 5.0 and later systems, the system manager can specify the extension for an optional secondary delay announcement and use system programming to set the interval (0–900 seconds) between announcements. This setting determines the time before a waiting caller hears the secondary announcement and, if it is set to repeat, the interval between replays of the secondary announcement. The secondary announcement can either repeat or play only once, after which the caller hears ringback or Music On Hold, according to the rules outlined above.
The primary and secondary announcement options, when used together, allow the system manager to issue an initial message to callers, followed by a repeating announcement that, for example, urges the caller to stay on the line and wait for a calling group member. Generally, the interval between delay announcements should be no shorter than the length (in seconds) of the secondary announcement. Ideally, the interval should be the product of the secondary announcement’s length and the anticipated number of calls in queue during a busy time.
NOTE:
See “Using Alarm Thresholds to Monitor the Effectiveness of Delay
for information about how tiered alarm thresholds can help determine the effectiveness of delay announcements in
Release 5.0 and later systems.
In Release 2.0 and later systems, all calls delivered to a jack programmed as a calling group delay announcement device produce a one-burst inside ring (heard by the caller). In addition, outside calls transferred to a calling group and then answered by either a delay announcement device or a calling group member show the most recent answering extension, not the transferring extension, on the
Station Message Detail Recording (SMDR) call record.
If a calling group member becomes available while the caller is listening to a delay announcement, the system immediately routes the caller to the calling group member. The announcement device is then free to handle another queued call.
Each announcement device has an extension number. Therefore, a calling group member or calling group supervisor can dial this number to check or change the announcement as long as the delay announcement device allows a user to read or change messages remotely. If the device is malfunctioning and does not answer the call within 30 seconds (5 rings), the system automatically logs out the device and makes it unavailable for subsequent calls until the calling group supervisor logs in the device or until the next system restart. The only effect on incoming calls is that callers do not hear the announcement.
If a caller hangs up while listening to a delay announcement device, the extension of the delay announcement device, not that of the calling group, is recorded on the SMDR.
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In Release 6.0 and later systems, activation of the Prompt-Based Overflow option requires an available touch-tone receiver (TTR) when a delay announcement device assigned to a calling group answers the call. The TTR allows the delay announcement device to receive the caller’s entry of #, which sends the call to the overflow calling group. (For details about TTRs required for voice messaging and
about TTRs supplied by system line/trunk and extension modules, see “Voice
Messaging Systems” on page I–8
.)
In addition, when the caller is allowed to enter a # to reach an overflow calling group, the system manager must ensure that delay announcement recordings specify this option, for example, by saying, “To reach an operator [or leave a message] rather than waiting for an available agent, press the pound key now.”
Then record a brief period of silence at the end of the message.
Message-Waiting Receiver
The message-waiting receiver is the extension designated to receive message-waiting indications for the calling group. This includes message-waiting indications sent from an operator, from a display telephone using Leave Message, or from a fax machine. Any type of telephone with a message LED can be assigned as a message-waiting receiver.
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), a remote extension cannot provide message-waiting services for a local calling group.
The extension designated as the message-waiting receiver does not have to be a member of the calling group. Each calling group can have only one extension assigned as its message-waiting receiver, but the same extension can be assigned as the message-waiting receiver for more than one calling group.
Message-waiting indications cannot be sent to the extension number assigned to the group unless this option is programmed. The message-waiting receiver cannot distinguish between messages left for the calling group and personal messages.
Calls-in-Queue Alarm Threshold
The Calls-in-Queue Alarm Threshold is the number of calls (1–99) allowed in the queue before calling group supervisors and members are notified that too many calls are waiting for attention. In Release 5.0 and later systems, the system manager can assign three threshold levels to indicate increasing levels of severity, as explained later in this section. When the number of waiting calls is equal to or greater than the programmed Calls-in-Queue Alarm Threshold setting
(factory default is one call), the calling group members can be notified in one of two ways:
■
Through an external alert connected to an MLX telephone by using a
Multi-Function Module (MFM); the MFM is set for Supplemental Alert
Adapter (SAA) operation and programmed as the alert. Because the tone
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■ sent to the alert is continuous, use only a device such as a strobe light, which stays lit until the number of calls drops below the limit. Only one external alert can be assigned to each calling group, and each external alert can be assigned to only one calling group. You should not use an SAA with an analog multiline telephone because a steady tone is emitted from the telephone when the visual alert is on.
The system does not block the programming of any extension jack
(including extension jacks used for telephones or operator consoles) as an external alert to provide the calls-in-queue alarm. However, programming a telephone or console extension as a calls-in-queue alarm is not recommended because the telephone alerts continuously with a tone while the number of calls in the calling group queue is equal to or greater than the programmed threshold or in Release 5.0 and later systems, Threshold
3 (see the discussion later in this topic). Single-line telephones do not ring or generate any kind of tone, nor does any device connected to an MFM that is set for tip/ring operation.
Through the LED associated with a Calls-in-Queue Alarm button (inside
Auto Dial button) programmed with the calling group’s extension or a DSS button that corresponds to the extension. In Release 5.0 and later systems, the DSS button flashes if the number of calls waiting in the queue is greater than or equal to Threshold 1 but fewer than Threshold 3. The LED lights steadily if the number of waiting calls is greater than or equal to Threshold
3. If three thresholds are needed, an inside Auto Dial button should be used to monitor queue status. There is no limit to the number of buttons that can be programmed to provide the calls-in-queue alarm indication.
Any multiline telephone in the system can be used to monitor the status of a calling group’s queue by programming a Calls-in-Queue Alarm button. An
MLX display telephone can be used to view the number of calls in a queue
(1–99) on the display when the user presses the Inspct button and then presses the Auto Dial button (Calls-in-Queue Alarm button) programmed with the calling group’s extension number. The Inspect feature cannot be used on a DSS button.
In Release 5.0 and later systems, three Calls-in-Queue Alarm thresholds can be set to more clearly indicate the real-time status of the queue according to the behavior of programmed Calls-in-Queue Alarm buttons. If all three thresholds are set to the same value, the result is one threshold only with LED states of off and on. If two values are the same, then the result is two alarm levels with LED states of off, flash, and on. The factory is setting is one call for all three thresholds. Using all three levels, the system manager sets Threshold 3 to the highest value,
Threshold 2 to a middle value, and Threshold 1 to the lowest value. A
Calls-in-Queue Alarm button indicates the severity of the alarm conditions in the following ways:
■
■
If the number of waiting calls is fewer than the value programmed for
Threshold 1 or drops below that level, the LED is unlit.
If the number of waiting calls is greater than or equal to the Threshold 1 value but less than the Threshold 2 value, the LED flashes.
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■
■
If the number of waiting calls is greater than or equal to the Threshold 2 value but fewer than the value for Threshold 3, the LED winks.
If the number of waiting calls is greater than or equal to the highest value,
Threshold 3, the LED lights steadily.
An external alert only signals when the number of calls in the queue is greater than or equal to the programmed Threshold 3 value.
These thresholds can be used to assess the effectiveness of delay
announcements. See “Using Alarm Thresholds to Monitor the Effectiveness of
Delay Announcements” on page 329
for details.
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), a Calls-in-Queue
Alarm button or alert must be connected to an extension on the same system as the calling group for which it reports.
Overflow Threshold
The overflow threshold is the maximum number of calls waiting in the calling group queue before calls are sent to the overflow receiver. The factory setting is one call.
The Overflow Threshold option should be set to a number larger than the
Calls-in-Queue Alarm Threshold so that the Calls-in-Queue Alarm alerts before calls are sent to the overflow receiver. In Release 5.0 and later systems, the overflow threshold should be greater than the highest Calls-in-Queue alarm threshold (Threshold 3).
The Overflow Threshold option can be used in conjunction with the Overflow Time and Prompt-Based Overflow (Release 6.0 and later systems) options described in the next two sections. Overflow distribution based on the number of calls in the queue or the time spent in the queue takes precedence over calls that go to overflow because of the caller’s prompt.
Overflow Threshold Time
In Release 4.0 and later systems, there is also an Overflow Threshold Time setting. The overflow threshold time is the maximum time that any call can remain in the calling group queue before it is sent to the overflow receiver. If the overflow threshold time is set to 0 seconds (factory setting), then the Overflow by Time option is off. If the overflow threshold time is set to any other valid interval (1–900 seconds), then calls that remain in the calling group queue for a time equal to or greater than the overflow threshold time are sent to the overflow receiver.
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If you want the Overflow Threshold Time setting to be the primary source for overflow, you should specify an Overflow Threshold setting of a large number of calls (for example, 99 calls). If you want to have overflow by number of calls in the queue, set the overflow threshold time to 0 seconds; this turns off overflow by time.
The Overflow Threshold Time option can be used in conjunction with the Overflow
Threshold and Prompt-Based Overflow (Release 6.0 and later systems) options described in the previous and next sections respectively. Overflow distribution based on the number of calls in the queue or the time spent in the queue takes precedence over calls that go to overflow because of the caller’s prompt.
Prompt-Based Overflow
In Release 6.0 and later systems, system managers can activate the
Prompt-Based Overflow option. (The factory setting is Off.) 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 a calling group (including a calling group assigned as a voice mail system).
All three overflow distribution options—based on the number of calls, the time a caller has waited, and 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. Calls that are overflowed because these thresholds have been exceeded are handled first.
A caller may be in any queue position when he or she dials # for prompted overflow treatment.
As noted in earlier topics, when prompt-based overflow distribution is used, an extra TTR must be provided. The delay announcement informs the caller of the # key option to leave a message 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 until a TTR becomes available. For details about
planning TTRs, see “Touch-Tone or Rotary Signaling” on page 687
and the
section in “Voice Messaging Systems” on page I–8
.
If, through system programming, the prompt-based option is disabled while callers are waiting in queue, calls are still eligible for the time-based and/or number-based options, as long as the system manager has activated these options.
Overflow Receiver
When the number of calls waiting in the calling group queue reaches the overflow threshold, calls can be sent to an overflow receiver, which can be another calling group or the QCC queue. Only one calling group or the QCC queue can be programmed to provide overflow coverage for the same calling group, and each
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Page 327 calling group or the QCC queue can provide overflow coverage for more than one calling group. If no overflow receiver is programmed, the call continues to ring in the queue until it is answered or the caller hangs up.
Calling Group Overflow Receiver
Calls do not go to an overflow receiver that is a calling group until each of the following conditions is met:
■
■
■
The number of calls in the queue is equal to or greater than the programmed overflow threshold, or the time a call has been in the queue exceeds the overflow threshold time.
Prompt-based overflow is active, and the caller has entered a # sign while listening to a delay announcement.
The overflow calling group has an available calling group member.
NOTE:
In Release 6.1 and later systems, if the overflow receiver is a calling with a non-local member, the calling group is always available.
■
No other calls are already queued for the overflow calling group.
If all conditions are met, the calls are directed to the overflow receiver on a first-in/first-out basis until the number of queued calls in the covered calling group is less than the overflow threshold. The system searches for an available calling group member according to the hunt type assigned to the sending calling group.
Calls that overflow to a secondary group cannot overflow again or hear a delay announcement. Once all the number- and time-based calls are handled, prompted overflow calls are handled.
When the overflow group type is set to Auto Logout and an overflow call is not answered within 30 seconds (5 rings), the overflow calling group member is logged out. The call is returned to the sender calling group’s queue and is placed at the front of the queue. The caller does not hear the sender’s delay announcement, even if the call was sent to the overflow calling group before the caller heard the delay announcement. Also, if time-based overflow is active for the sending group, the call is marked eligible for immediate time-based overflow.
QCC Queue Overflow Receiver
When the QCC queue is assigned to provide overflow coverage for a calling group, the following conditions must be met before calls are directed to the QCC queue:
■
■
■
The number of calls in the calling group queue must be equal to or greater than the programmed overflow threshold, or the time a call has been in the queue exceeds the overflow threshold time.
Prompt-based overflow is active, and the caller has entered a # sign while listening to a delay announcement.
At least one QCC does not have Position Busy on.
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An overflow call that is sent to the QCC queue does not normally return to the calling group, even if the call is not answered. If all QCCs have Position Busy active, the calls from the calling group do not overflow but continue to wait in the calling group queue. If all QCC operators activate Position Busy while an overflow call is in the QCC queue, the call can be rerouted to the original calling group.
Calling Group Type
The Group Type setting determines whether or not the system automatically logs in members of a calling group following a power failure. The setting also determines the type of VMI when the calling group is used to connect voice messaging systems or automated attendant applications.
The following settings are available:
■
Auto Logout. This setting is used to specify that the system does not automatically log in calling group members after a power failure. When the
Group Type is set to Auto Logout (the factory setting) and a call sent to a calling group member is not answered within 30 seconds (5 rings), the call is sent either to another member or to the front of the queue if no calling group member is available.
■
■
■
Auto Login. This setting is for calling groups used for fax machines or data
(also called data hunt groups ) to specify that the system automatically log in calling group members following a power failure. Auto Login can be set for calling groups where members answer telephones.
Integrated VMI. This setting is used when a voice messaging system (such as AUDIX Voice Power, MERLIN LEGEND Mail, or MERLIN MAIL) that requires special signaling for integrated operation is connected to one or more extension jacks assigned to a calling group. The system automatically logs in the calling group members after a power failure.
Generic VMI. This setting is used when a voice messaging system (such as Lucent Technologies Attendant or Integrated Voice Power Automated
Attendant) that does not require special signaling is connected to one or more extension jacks assigned to a calling group. The system automatically logs in the calling group members after a power failure.
In Release 4.2 and later systems, SMDR can be programmed to provide more detailed information about calls to Auto Login or Auto Logout calling groups. For
details, see “Station Message Detail Recording (SMDR)” on page 631
.
NOTE:
For Release 6.1 systems and later (Hybrid/PBX mode only), a MERLIN
LEGEND system directly connected by a PRI tandem trunk or tie trunk to another MERLIN LEGEND system can use the voice messaging system
(VMS) of that MERLIN LEGEND system (see “Centralized Voice
Messaging” for more details). However, external alerts and Music On Hold
sources work only for the system where they reside.
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NOTE:
In Release 6.0 systems (Hybrid/PBX mode only), each networked system should include its own voice mail and/or Auto Attendant applications as well as its own external alerts and Music On Hold sources. However, a single
Auto Attendant can transfer calls throughout the network (requires MERLIN
LEGEND system Release 6.0, Version 11 or later). It can answer only those calls that arrive on the PSTN facilities of the system where it is connected.
For this application, 4-digit pool and line/trunk numbers are recommended.
To avoid ambiguity, trunks should be unique; for example, 890 and 8900 should not be used together.
NOTE:
In Release 6.1 and later systems, calls received on PSTN facilities can be answered at a remote system in a private network by assigning the trunks to a calling group with a non-local member.
Using Alarm Thresholds to Monitor the
Effectiveness of Delay Announcements
In Release 5.0 and later systems, a system manager or calling group supervisor can use a simple formula to set alarm thresholds in such a way that
Calls-in-Queue Alarm buttons can indicate whether or not delay announcements are functioning optimally.
Generally the interval between delay announcements (called the announcement interval ) should be no shorter than the length (in seconds) of the secondary announcement. Ideally, the announcement interval should be the product of the secondary announcement’s length multiplied by the anticipated number of calls in queue during a busy time. For example, if the secondary announcement is 10 seconds long and 5 calls are expected in the queue, the announcement interval should be set to at least 50 seconds.
To set up alarm thresholds, follow these preliminary steps:
1. Set up primary and secondary announcements of durations that seem appropriate for your needs.
2. Specify a reasonable announcement interval (for example, 30 seconds based on the rule noted above).
3. Refer to Table 24 and divide the announcement interval (Y) by the length of
the secondary announcement (Z). Round off this result. This determines the maximum number of calls that can be in the queue before callers have to wait to hear the secondary announcement again.
4. Use the value from Step 3 for any one of the three thresholds. When the number of calls in the queue exceeds this value, the Calls-in-Queue Alarm button signals the overflow.
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Table 24. Checking the Effectiveness of Delay Announcements
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Calls Waiting for
Secondary
Announcement
(N)
3
3
5
10
Length of
Secondary
Announcement in Seconds (Z)
10
20
15
15
Announcement
Interval in
Seconds (Y)
Maximum No. of
Calls in Queue
Before Alarm
Signals (Y/Z)
30 3
30
90
90
2
6
6
N * Z
30
60
75
N * Z
> Y?
No
Yes
No
150 Yes
When the number of calls waiting for a secondary announcement multiplied by the length of that announcement is greater than the announcement interval, an alarm is triggered. The table above illustrates situations where a programmed
Calls-in-Queue Alarm button would or would not indicate a problem.
If problems arise, use the display at the calling group supervisor DLC console to monitor the situation while the problem is most severe. Try to adjust the secondary announcement’s duration and the interval setting so that the announcement interval is greater than or equal to the length of the secondary announcement multiplied by the number of calls waiting for the secondary announcement (Y >= N * Z).
If your calculations indicate a problem, take one or more of the following measures:
■
■
■
Increase the announcement interval (Y).
Record a shorter secondary announcement (decrease Z).
Eliminate the queue for the second announcement in one of the following ways:
— Increase the number of available agents.
— Increase the length of the primary announcement.
— Decrease the number of primary announcements.
— Set the repeat option for the secondary announcement to Off.
— If the secondary announcement is also serving as the primary announcement, set up a separate primary announcement.
— If the secondary announcement is shared by more than one group, make it exclusive to the group experiencing the problem.
— Increase the number of TTRs for Prompt Based Overflow.
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An extension can be a member of only one calling group. Calling groups with no members are allowed.
A calling group cannot contain both local and non-local members. If a calling group has a non-local member, that member must be the only member in the calling group.
Extension Status must be set to calling group/Call Management System (CMS), the factory setting, and not to hotel configuration.
The Integrated or Generic VMI group type should not be assigned to a calling group used for fax machines.
To allow all calling group members’ extensions to ring when an outside call is not answered within three rings, the lines/trunks programmed to ring into the queue can also be assigned to buttons on calling group members’ telephones and programmed for Delayed Ring. This does not work for inside calls, remote access calls, and Direct Inward Dial (DID) calls, or when a delay announcement device is assigned to the group.
Lines that are programmed to ring into a calling group also ring at any telephones that have the line assigned to a button. If a call is answered at any one of these telephones, the call is removed from the calling group queue. A line/trunk can be assigned both to a calling group and as a personal line.
A line/trunk cannot be programmed to ring into more than one calling group.
A line/trunk cannot be programmed to ring into both a calling group and a QCC queue.
In Release 6.1 and later systems, a line/trunk can be programmed to ring into a calling group with a non-local member. The call is sent over the private network to an extension, calling group, or QCC queue located on a directly connected system.
If no lines are assigned to the calling group, only inside calls are eligible for calling group distribution.
The calling group supervisor can log delay announcement devices in or out.
Any of the multiline and single-line telephones compatible with the system can be used as calling group member positions.
The Most Idle hunting method (Release 5.0 and later systems only) ignores non-calling group calls. For example, if an agent transfers a call that was answered on any personal line, the calling group member’s most-idle status is unaffected.
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In a Hybrid/PBX mode system where the Most Idle hunt type (Release 5.0 and later systems only) is used, a calling group member may receive a calling group call at an SA button, then put that call on hold at the SA button. If the agent then picks up the call at a personal line button at his or her telephone, the system no longer considers the call a calling group call and moves the agent to the end of the most-idle queue.
In Release 6.1 or later systems (Hybrid/PBX mode only), the calling group with the non-local extension is always available.
Labels can be assigned to calling groups to identify the name of the group, such as 6$/(6 , 6(59,&( , or &/$,06 , on display telephones.
Do not use a Supplemental Alert Adapter with an analog multiline telephone because a steady tone is emitted from the telephone when the visual alert is on.
The system does not prevent users who are not members of a calling group from using the Available (ES2) and Unavailable (ES1) programmed buttons or feature codes. Call Management System (CMS) agents who may not be calling group members can use these same codes to log in and out of the CMS.
The published number for a calling group can be a DID number.
If the Overflow Threshold Time setting for a calling group is changed, the time countdown is reset for any calls waiting in the queue for that calling group.
In Release 2.1 and later systems, a 012 port that is programmed as a generic VMI port can transfer an outside call to an outside number (trunk-to-trunk transfer).
Release 2.0 and earlier systems can perform a trunk-to-trunk transfer only on ports programmed as integrated VMI.
!
SECURITY l ALERT:
Calling restrictions (for example, Disallowed Lists, Toll Restriction, FRLs) should be programmed, as appropriate, to minimize toll fraud abuse, especially if a single-line telephone is connected to an integrated VMI port.
“Calling Restrictions” on page 117
and Appendix A, “Customer Support
Information,” for additional information about programming calling restrictions.
In Release 3.1 and later systems, ports assigned as Generic VMI or Integrated
VMI are assigned a number of security restrictions. Generic VMI and Integrated
VMI ports are outward restricted. The factory-set FRL is 0. A default disallowed list is assigned to the VMI ports; it includes the following entries: 0, 10, 11, 1809,
1700, 1900, 976, 1 ppp 976, * , ( p =any digit).
In Release 4.1 and later systems, changes to Group Calling coverage delays affect the Integrated Administration feature of Integrated Solution III (IS III). For
details, see “Integrated Administration” on page 367
.
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In Release 5.0 and later systems, the three threshold levels, when set, are signaled only at programmed Calls-in-Queue alarm buttons. An external alert lights or sounds only when the number of calls in the queue is greater than or equal to Threshold 3.
Mode Differences
Behind Switch Mode
Calls to calling groups in a system set up in Behind Switch mode follow the communications system ring pattern, not the central office ring pattern.
Telephone Differences
Direct-Line Consoles
A DLC can be a member of a calling group and is normally used as the calling group supervisor position. Supervisor positions must be assigned to a DLC.
Any of the following telephones assigned as a DLC can be used as a calling group supervisor’s console:
■
■
MLX-20L telephones with or without a DSS
MLX-28D telephones with or without a DSS
■
■
■
BIS-22D
BIS-34D
MERLIN II System Display Console with built-in DSS
The supervisor must activate Extension Status to see the status of calling group members and to change their availability; this cannot be done from normal call-handling operation.
To activate Extension Status, press the Feature button, dial , and press the
Hold button. To return to normal call handling, press the Feature button, dial , and press the Drop button.
To change the availability of a calling group member, the supervisor activates
Extension Status (if not already active) and presses a programmed button for
Available (ES2) or Unavailable (ES0) and the Auto Dial or DSS button for the group member’s extension number. The supervisor can also change the status of extensions by pressing the Feature button, dialing the feature code [ for
Available (ES2) and for Unavailable (ES0)], and pressing the Auto Dial or
DSS button for the group member’s extension number. A supervisor with an MLX display telephone can change the status of extensions by pressing the Feature button, selecting the feature from the display ( (62Q for Available and (62II for
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Unavailable), and pressing the Auto Dial or DSS button for the group member’s extension number.
Direct Station Selector
In Release 5.0 and later systems, the state of a DSS button used as a
Calls-in-Queue alarm button only indicates two alarm threshold levels, with either a flash or steady lighting. For this reason, if DSS buttons are used to monitor calling group queue status, only two alarm thresholds should be set.
Queued Call Consoles
A QCC cannot be a member of a calling group and cannot be assigned as a calling group or CMS supervisor position.
The QCC queue can be designated to provide overflow coverage for calls from one or more calling groups. When an overflow call is sent to the QCC queue, it is not identified as a calling group call.
In Release 6.0 and later systems, when a calling group provides Position-Busy backup coverage for a QCC operator, only inside Dial 0 calls from the QCC queue are subject to queue control.
NOTE:
In Release 6.1 and later systems, a calling group with a non-local member can be used to send overflow calls over the private network to a QCC queue or to provide Position-Busy Backup or a QCC. See the Network Reference for details.
Other Multiline Telephones
Calling group members log into the group by pressing the programmed Available button, or by pressing the Feature button or and dialing . To log out, press the programmed Available button, or press the Feature button or and dial . A confirmation tone is heard.
To see the number of calls waiting in queue, using an MLX display telephone, press the Inspct button followed by the programmed Calls-in-Queue Alarm button. An analog multiline user cannot use the Inspect feature.
Single-Line Telephones
Log into and out of the calling group by lifting the handset (which must be connected to an SA or ICOM button) and dialing to log in or to log out. A confirmation tone is heard.
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Feature Interactions
Auto Answer All
Auto Dial
Barge-In
Callback
4 2
A calling group member with an analog multiline telephone can use Auto
Answer All when an answering machine is connected to the extension.
When the feature is activated, all incoming calls ringing on the group member’s telephone (both calls for the calling group and calls to the group member’s own extension) are answered automatically by the answering machine.
The Calls-in-Queue Alarm button is assigned on a multiline telephone by programming an inside Auto Dial button with the calling group’s extension number.
When a DSS adjunct is not available, Auto Dial buttons programmed with each calling group member’s extension are used by the calling group supervisor to monitor group member availability.
Barge-In can be used for calling group members, but the member’s extension must be used instead of the calling group extension. If a user tries to use Barge-In after dialing the calling group extension number and waiting in the queue, the feature has no effect. All VMI ports always have
Privacy on.
If a person uses Barge-In to reach another user who is waiting in a calling group queue, the queued call is removed from the queue and both people are connected. If a person uses Barge-In for the delay announcement extension and the device is playing a message to a caller, the call is removed from the queue and both people are connected.
In Release 5.0 and later systems when the Most Idle agent hunt type is used, if a supervisor or operator barges in on a calling group call and hangs up before the agent does, then Most Idle status is not affected. If the agent hangs up first, he or she moves to the end of the Most Idle queue.
Barge-In cannot be used to join calls to VMI ports.
Calls made to a calling group are not eligible for Callback because the calls ring into the calling group’s queue. However, Callback can be used for calls to individual calling group member extensions or to the delay announcement device. Calling group calls are not sent to the group member extension, neither when the calling group member uses Callback for a busy extension or pool, nor when another person is using Callback to reach a calling group member and the callback call is ringing on that person’s telephone.
In Release 6.1 and later systems, when a call is sent to a calling group with a non-local member and no tandem trunks are available, the system automatically provides Callback to queue for an available trunk.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
Caller ID
Call Waiting
Camp-On
Centralized Voice
Messaging
Conference
Coverage
Issue 1
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Caller ID information appears on the display. Outgoing call information is not displayed.
Caller ID and PRI ANI information is sent from one system to another if
PRI tandem trunks directly connect the systems. If Caller ID information is received from the PSTN on a loop-start line, the 800 GS/LS-ID module delay timer must be set to Yes for the information to be sent across the private network.
Calls made to a calling group are not eligible for Call Waiting because the call rings into the calling group’s queue. However, Call Waiting can be used for calls to individual members of the calling group. If the calling group member is a fax machine, the call-waiting tone is not given to the fax jack.
Users can transfer calls to a calling group by using Camp-On, but calls do not return to the originating extension, even if not answered within the programmed camp-on interval. If the calling group is made up of fax machines, a call-waiting tone is not given to the fax jack when the call is camped-on.
For Release 6.1 systems and later (Hybrid/PBX mode only), a MERLIN
LEGEND system can share the voice messaging system (VMS) of another MERLIN LEGEND system. This sharing of the VMS is called
“Centralized Voice Messaging.” See the Network Reference for more information.
Calls waiting in the calling group queue or ringing at a calling group member’s extension cannot be added to a conference call. A user must be connected to a calling group member before the call can be added to the conference.
A calling group cannot be programmed as a receiver for Individual
Coverage. A coverage group can have only one calling group as a receiver. If a calling group is programmed as a receiver for a coverage group, it must be the only Group Coverage receiver. However, Individual
Coverage (primary and/or secondary) receivers within the calling group can be programmed. A calling group can be a receiver for as many as 30 coverage groups.
As soon as the call is sent from the calling group queue to a calling group member or to the delay announcement, the ringing and lit LED are removed from the sender’s extension (except for an outside call received on a personal line).
A calling group cannot be a sender. However, a calling group member can be a sender for Individual Coverage (Primary or Secondary) or Group
Coverage. Calls to the calling group extension number are sent only to the calling group member’s Individual Coverage receivers and not to the
Group Coverage receivers. Calls to the calling group member’s individual extension are sent to both Individual and Group Coverage receivers.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
Coverage continued
CTI Link
Digital Data Calls
Direct Station
Selector
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When a calling group member with an MLX telephone receives an outside call for the calling group, the label of the calling group or *UDSSOHG appears on the display along with the label for the line on which the call came in. If ANI, station identification (SID, Release 2.0 and later systems), or another PRI-based caller identification service (Release 4.2 and later systems) is available, the number of the caller is shown on the display on MLX telephones after the More button is pressed. Analog multiline telephone users see only the line information.
Coverage VMS Off can be activated if the user does not want outside calls to be sent to the voice messaging system.
In Release 6.0 and later systems, coverage calls directed to a calling group are not subject to queue control.
In Release 6.1 and later systems, a calling group with a non-local member can be used to provide group coverage across the private network to a voice messaging system, calling group, QCC queue, DLC, or any individual extension on a remote MERLIN LEGEND, DEFINITY ECS, or DEFINITY Prologic system; or to the PSTN via UDP routing. Refer to the Network Reference .
When an MLX extension is programmed as a CTI link (Release 5.0 and later systems only), it is removed from membership in calling groups.
If a calling group is programmed as the overflow receiver for another calling group, an overflow call can arrive at a personal line button at the extension of the overflow calling group member before it is delivered to any SA button in the overflow calling group.
Lines intended for data calls should not be mixed in the same calling group with lines intended for voice calls.
Video systems can connect using only 1B data connections (providing the video application supports 1B data) when receiving a call through a calling group. A calling group dispenses only one call to each calling group member.
The DSS button’s LED for a calling group extension number indicates the status of calls in the calling group queue. In Release 5.0 and later systems, the DSS button flashes if the number of calls waiting in the queue is greater than or equal to Threshold 1 but fewer than Threshold 3.
The LED lights steadily if the number of waiting calls is greater than or equal to Threshold 3. Otherwise, it flashes. If three thresholds are needed, an inside Auto Dial button should be used to monitor queue status.
In releases prior to 5.0, the LED turns on when calls are at or above the single programmed threshold.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
Display
Do Not Disturb
Extension Status
Fax Extension
Forward and
Follow Me
Hold
HotLine
Labeling
Messaging
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Calling group agents with MLX display telephones see feedback messages on the display when they log into the Available state. When a calling group supervisor with an MLX display telephone logs calling group members in or out, a message appears on the supervisor’s display and on the group member’s display. After pressing either the programmed
Available or Unavailable button or dialing the feature code, supervisors with MLX telephones are prompted to indicate which group member they want to log in or out.
Any MLX telephone user can inspect the number of calls in queue by pressing the Inspct button and then pressing a button programmed with the calling group’s extension. The display shows the label associated with the calling group and the number of calls.
If a calling group member uses Do Not Disturb, calls are not sent to the group member even if he or she is logged in and available.
Extension Status allows calling group supervisors to change and monitor calling group member status and enables group members to sign in and out of the calling group.
The calling group receives fax message-waiting indications directed to the calling group. The message-waiting receiver cannot distinguish between messages left for the calling group and fax or personal messages.
An available calling group member is automatically logged out when she or he forwards calls to an extension or telephone number. If a calling group member logs in while calls are being forwarded, Forward or any type of Remote Call Forwarding is automatically canceled. Calls cannot be forwarded to calling groups.
A line/trunk can be assigned as a personal line and ring into a calling group. The principal user of the personal line can use Remote Call
Forwarding to forward calls to an outside telephone number. In this case, incoming calls do not ring into the calling group.
A calling group member who puts a call on hold by using the Hold button is considered unavailable for incoming calls. Inside callers waiting in the calling group queue cannot put themselves on hold.
HotLine extensions (Release 5.0 and later systems) can dial a calling group extension number.
An alphanumeric label can be assigned to the calling group. The label is displayed: (1) on incoming calling group calls to MLX calling group members or (2) when an MLX display telephone user presses the Inspct button and an Auto Dial button programmed with the calling group’s extension number.
Users can leave messages for the calling group only if the system has been programmed with a calling group message-waiting receiver. The receiver also receives fax message-waiting indications directed to the calling group. The message-waiting receiver cannot distinguish between messages left for the calling group and fax or personal messages.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
Issue 1
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Multi-Function
Module
Music On Hold
Night Service
Park
Personal Lines
A Multi-Function Module can be a member of a calling group, can be assigned as a delay announcement for a calling group, or can be used to connect an external alert for a Calls-in-Queue Alarm. An MFM used for the delay announcement or Calls-in-Queue Alert should not be assigned as a group member.
An outside caller who has been answered and is waiting in the calling group queue hears Music On Hold, if programmed.
In Release 2.0 and later systems, a calling group can be a Night Service group member.
For Release 6.1 systems and later (Hybrid/PBX mode only), a calling group receiving Night Service calls may contain a non-local extension as its only member.
A calling group member who parks a call is considered available to receive another call.
If a person uses a shared personal line button to join a call in the calling group queue, the call is removed from the queue. If a delay announcement is playing, it is disconnected from the call.
To allow all calling group members’ telephones to ring when an outside call is not answered within three rings, the lines/trunks programmed to ring into the queue can also be assigned as personal lines on group member telephones and programmed for Delay Ring. This does not work for inside calls, remote access calls, DID calls, or when a delay announcement device is assigned to the group.
In a Hybrid/PBX mode system where the Most Idle hunt type (Release 5.0 and later systems) is used, a calling group member may receive a calling group call at an SA button, then put that call on hold at the SA button. If the agent then picks up the call at a personal line button at his or her telephone, the system no longer considers the call a calling group call.
Therefore, the agent moves to the end of the most-idle queue (Release
5.0 and later systems) and can receive another calling group call immediately.
Pickup A calling group member can be a member of a Pickup group. Calling group members can use Pickup to answer a call (either a calling group or individual group member extension) that is ringing at another group member’s telephone. Line Pickup can be used to pick up a call that is in the calling group queue. Picking up a call on hold moves a calling group agent to the end of the most-idle queue (Release 5.0 and later systems).
Pools Lines/trunks assigned to pools can be assigned to ring into a calling group. An incoming call on a line/trunk assigned to the pool rings on an
SA button, even if the calling group member has a Pool button assigned to his or her telephone.
Primary Rate Interface and T1
A PRI line that is a member of a B-channel group programmed for routing by dial plan should not belong to a calling group. A line that is part of a
B-channel group included in a calling group should not be programmed for routing by dial plan.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
Recall/Timed Flash
Remote Access
Ringing Options
Service Observing
Signal/Notify
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A user who has received an inside calling group call can use Recall.
Remote access users cannot log into a calling group but can call into a calling group regardless of the restrictions applied. When the call rings at a calling group member’s telephone, it rings as an outside call.
A calling group can be programmed to receive calls from remote access users to invalid extensions. If a line/trunk is programmed for both remote access and Group Calling, remote access overrides Group Calling.
In Release 6.0 and later systems, remote access calls to a calling group are not subject to queue control.
Abbreviated ringing is not operable for calls to a calling group extension because a calling group member active on a call is considered unavailable for incoming calls. In Hybrid/PBX mode, calling group members should program SA buttons for Immediate Ring.
In Release 6.1 and later systems, a calling group member that answers a call can be observed as long as the calling group is not a voice messaging interface (VMI) calling group. A call coming into a VMI calling group cannot be observed.
If a delay announcement device answers a call, the call cannot be observed while it is at the delay announcement device. If a fax extension has answered a call, the call cannot be observed while it is at the fax extension.
If a Service Observer is a member of a calling group and is observing a call, he or she is considered busy for Group Calling.
A Signaling button cannot be programmed for a calling group.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
SMDR
System Access/
Intercom Buttons
System
Renumbering
Transfer
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Calls to calling groups are associated with the first extension that handles the call. If the call is answered by the calling group delay announcement device, the extension for the delay announcement device is recorded on the SMDR record, even if the call is later answered by a calling group member or overflow group member.
In Release 4.2 and later systems, the programmable SMDR TALK field
(factory setting is off) records the time agents spend talking to incoming callers; the agents’ calling groups must be assigned the Auto Login or
Auto Logout group type. Calls answered by a delay announcement device, calling group overflow receiver, or QCC queue overflow receiver are reported with blank TALK entries.
Release 4.2 and later systems supply the following additional information about incoming calls to Auto Login or Auto Logout calling groups, provided the SMDR Talk Time option is enabled:
■
■
If a call goes to an overflow receiver, SMDR marks the CALL TAG field with an ampersand (&).
If a call is answered at a non-calling group extension, SMDR puts an exclamation point (!) in the CALL TAG field.
In Release 4.2 and later systems, timing for incoming calls to Auto Login or Auto Logout calling groups begins when a call arrives at the system. If the caller hangs up while listening to a delay announcement, the call is associated with the extension of the device.
In Release 4.1 and prior systems, timing begins as soon as the calling group member or delay announcement device answers the call.
Calls to a calling group ring on SA or ICOM buttons on the telephones of calling group members. A calling group member who is making or receiving a call on a Shared SA button is considered unavailable by the system; the principal owner, however, is considered available and can still receive calls directed to the calling group.
Extensions for calling groups are factory-assigned and can be renumbered through system renumbering. (The factory settings are
770–791 and 7920–7929.)
A call transferred to a calling group is not returned to the originator but is handled as any other call received in the calling group. For example, the system follows the same hunt sequence to locate an available calling group member, and the call is eligible for a delay announcement if one is programmed. A calling group member who has a call on hold for transfer is considered available for a call because transfer hold requires pressing the Transfer button rather than the Hold button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Group Calling
Transfer continued
UDP Features
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Page 342
Voice-announced transfers cannot be made to a calling group.
There is no limit to the number of calls that can be transferred to a calling group. When an agent transfers a call, the system moves his or her extension to the end of the most-idle queue (Release 5.0 and later systems).
In Release 2.0 and later systems, when an inside caller is transferred to a calling group and no members are available, the inside caller hears a one-burst ringback. When an outside caller is transferred to a calling group and no members are available, the outside caller hears a two-burst ringback or Music On Hold (if programmed).
Calls transferred by a voice messaging system to an invalid extension, or that are not answered and are programmed to be sent to a calling group, are delivered to an available member of a calling group as a non-calling group call. If the member does not answer the call, the call is not queued, is not delivered to a delay announcement unit, and does not overflow.
Instead the system tries later to deliver the call. In Release 6.1 systems and later, these calls may be delivered to a calling group with a non-local member.
Private-networked trunks cannot be programmed to ring into calling groups because tandem trunks are dial-in facilities.
When a calling group extension number is included in the non-local dial plan, you can dial the group just as you would any other extension. Calls can be transferreda to non-local calling groups.
In Release 6.0 systems (Hybrid/PBX mode only), all calling group members, the supervisor, alerts, delay announcement devices, and overflow receivers must be located on the same system.
In Release 6.1 and later systems (Hybrid/PBX mode only), coverage and overflow can be directed to a calling group that contains a single non-local extension number.
Calls-in-Queue Alarm buttons and alerts as well as delay announcement devices work only for calling groups on the local system.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Headset Options
Headset Options
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
Headset Hang Up
Headset Status
Headset Auto Answer
Headset/Handset Mute
MLX Display Labels
Headset Hang Up
Headset Status
Headset Auto Answer
Headset/Handset Mute
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Telephone users, operators
Extension Information
All
MLX telephones
(centralized telephone programming only; not applicable for QCC)
+GVHW+DQJ8S
+GVHW6WDWXV>+GVHW6WDW@
+GVHW$XWR$QVZHU>+GVHW$XWR@
+GVHWPXWH>+GVHW0XWH@
Description
Four headset options are provided for MLX telephone users and operators who have an optional headset adjunct:
■
■
Headset Hang Up (except for QCC)
■
■
Headset Hang Up
When programmed on a button on an MLX telephone or MLX Direct-Line Console
(DLC), Headset Hang Up serves two purposes:
■
■
A Headset Hang Up button automatically turns on headset operation for that extension, so that the user or operator can answer and make calls using the headset instead of the handset. Removing the Headset Hang Up button automatically turns off headset operation for that extension.
The user or operator presses the Headset Hang Up button to disconnect a headset call. The button replaces switchhook operation, which is disabled when headset operation is active. Pressing the button has no effect on its
LEDs, which are always off.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Headset Options
Issue 1
August 1998
Page 344
For a user or operator to be able to use a headset, a Headset Hang Up button must be programmed (centralized telephone programming) for an MLX telephone or MLX DLC.
Headset users press the programmed Headset Hangup button after each call. If the user does not press the Headset Hangup button, new calls still arrive correctly, but the LED status of the extension (as shown on other extensions and
DSSs) is not updated.
A Headset Hang Up button is not needed (and cannot be programmed) on a
QCC.
To give control of headset/handset operation to an MLX telephone user or MLX
DLC operator who has a Headset Hang Up button, a Headset Status button can also be programmed, as described in the next section. On a telephone or console with a Headset Hang Up button but without a Headset Status button, headset operation is always on.
NOTE:
If an MLX telephone or MLX DLC has a Headset Status button and/or a
Headset Auto Answer button in addition to a Headset Hang Up button, the
Headset Hang Up button can be removed through centralized programming without removing the Headset Status or Headset Auto Answer button. If either of these features is on, the green LED next to the button stays on.
However, the telephone or console is no longer in headset operation; and neither the Headset Status nor the Headset Auto Answer button has any effect, whether on or off, until a Headset Hang Up button is reprogrammed for the extension.
Headset Status
When a Headset Hang Up button is programmed on an MLX telephone or MLX
DLC, Headset Status is automatically turned on. Programming a Headset Status button also allows the user or operator to turn headset operation off and on manually. With headset operation on (green LED next to Headset Status button is on), the user or operator answers and makes calls with the headset. With headset operation off (green LED next to Headset Status button is off), the user or operator answers and makes calls with the handset.
Two conditions are necessary for an MLX telephone user or MLX DLC operator to use the Headset Status feature:
■
A Headset Hang Up button must be programmed, as described in the previous section.
■
A Headset Status button must be programmed on the telephone or console, through either extension programming or centralized telephone programming.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Headset Options
Issue 1
August 1998
Page 345
A Headset Status button is a fixed feature on a QCC and cannot be deleted or changed.
To use Headset Auto Answer, Headset/Handset Mute, or Headset Hang Up on a telephone or console with a Headset Status button, Headset Status must be on.
When Headset Status is on, switchhook operation is disabled. The handset or speakerphone can be used to make or answer a call, but the only way for the user or operator to disconnect from a call is by pressing the Headset Hang Up button.
The user or operator can turn off the headset and switch back to switchhook operation by pressing the Headset Status button; the green LED next to the button turns off.
Headset Auto Answer
A Headset Auto Answer button allows an MLX telephone user or operator with a headset to be connected automatically to a ringing call. Headset Status must be on, as described in the two previous sections, before Headset Auto Answer can be used.
When Headset Auto Answer is turned on, the green LED next to Headset Auto
Answer button is on, and the user or operator hears a zip tone through the headset to indicate an incoming call. Following the tone is a brief pause, during which the microphone is temporarily disabled to prevent the user’s or operator’s private conversation from being heard by the caller.
When Headset Auto Answer is on and the user presses the Headset Auto Answer button with a ringing call (for example, when Ringing/Idle Line Preference is turned off), the call is answered without the user hearing zip tone.
Headset Auto Answer can be turned on and off during a call without disconnecting the caller. The turning on or off takes effect immediately.
Headset Auto Answer does not automatically answer voice-announced calls.
When the user or operator is on a call, Headset Auto Answer is turned off; calls are not answered automatically until the caller hangs up or the user or operator presses the Headset Hang Up button to disconnect the call.
When the user or operator has a call on hold or is in the process of transferring a call or setting up a conference, Headset Auto Answer is also turned off. If the user or operator pressed the Conf, Hold, Direct Voice Mail (to transfer to voice mail), or Transfer button, he or she must press the Headset Auto Answer button to turn the feature back on before another call can be answered automatically.
Two buttons are necessary for an MLX telephone user or MLX DLC operator to use the Headset Auto Answer feature:
■
A Headset Hang Up button must be programmed, as described earlier.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Headset Options
Issue 1
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Page 346
■
A Headset Auto Answer button must be programmed on the telephone or console, through either extension programming or centralized telephone programming.
Users who have extensions programmed for Headset Auto Answer may also receive Caller ID information provided by a loop-start line connected to the 800
GS/LS-ID module. They should set the line buttons (SA, ICOM, or other) where the Caller ID information arrives to Delay Ring, so that Caller ID information is not lost.
A Headset Auto Answer button is a fixed feature on a QCC and cannot be deleted or changed.
Headset/Handset Mute
Headset/Handset Mute allows an MLX telephone user or operator to turn the microphone in the headset or handset off and on. The user or operator can then talk privately with another person in the same room without the caller hearing the conversation. If headset operation is on, Headset/Handset Mute turns off the headset microphone; if headset operation is off, Headset/Handset Mute turns off the handset microphone. The red LED next to the Headset/Handset Mute button is on when the headset or handset microphone is off; it is off when the headset or handset microphone is on.
When headset operation is off, the handset microphone can be turned off using
Headset/Handset Mute only when the user lifts the handset.
When headset operation is on, the user presses the programmed Headset Hang
Up button to end an outside call, even if the caller hangs up. For an MLX telephone user or MLX DLC operator to use Headset/Handset Mute, a
Headset/Handset Mute button must be programmed on the telephone or console, through either extension programming or centralized telephone programming.
A Headset/Handset Mute button is a fixed feature on a QCC and cannot be deleted or changed.
Considerations and Constraints
The headset, handset, and speakerphone can be used only one at a time.
Headset Hang Up cannot be programmed on a QCC.
Headset options cannot be used on analog multiline telephones or on single-line telephones.
A headset user must manually select a line button (or Call button on the QCC) before making an inside or outside call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Headset Options
Issue 1
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Page 347
A user can press the Speaker button to move the call from the headset to the speakerphone.
Privacy should be programmed when headset users with Headset Auto Answer turned on either have Shared SA buttons or share one or more personal lines.
Privacy keeps people from competing for the same call. When two or more users answer the same call on an SSA or personal line button, the red and green LEDs next to the button go on, but only one person can talk with the caller.
Headset users should press the Headset Hangup button after each call. If the user does not press the Headset Hangup button, new calls still arrive correctly, but the LED status of the extension (as shown on other extensions and DSSs) is not updated.
Telephone Differences
Queued Call Consoles
A QCC does not have a Headset Hang Up button, nor can the button be programmed. Headset operation is automatically available, and Headset Auto
Answer, Headset/Handset Mute, and Headset Status are fixed buttons on a
QCC.
The function of disconnecting calls served by the Headset Hang Up feature is replaced by the Release, Forced Release, Camp-On, and Automatic Release features on the QCC.
Other Multiline Telephones
Headset options apply to MLX telephones and consoles only.
A telephone user or operator cannot use feature codes or extension programming to activate Headset Hang Up. This feature must be programmed on a button through centralized telephone programming.
A telephone user or operator cannot use feature codes to turn Headset Auto
Answer, Headset/Handset Mute, or Headset Status on or off. These features must be programmed on buttons through either extension programming or centralized telephone programming. MLX display telephone users can select the feature from the display only during extension programming.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Headset Options
Issue 1
August 1998
Page 348
Feature Interactions 4 2
Authorization Code If a call is made using an authorization code, pressing the Headset Hang
Up button causes deactivation of the Authorization Code feature.
Auto Dial If headset operation is turned on at the telephone or console, select a line button before dialing an extension or an outside number using Auto Dial.
Automatic Line
Selection
Automatic Line Selection does not work when an MLX telephone or console is in headset operation. A headset user must select a line manually before making a call.
Barge-In
Callback
If Barge-In is used to contact a user with Headset Auto Answer turned on, the call is answered automatically.
Callback calls are answered automatically when Headset Auto Answer is turned on, but the user hears the dequeuing tone instead of zip tone.
When both caller and receiver have headsets with Headset Auto Answer on, the person being called hears zip tone when the callback call is completed, but the callback originator does not hear zip tone or dequeuing tone.
Caller ID
Conference
Direct Voice Mail
Do Not Disturb
When using Headset Auto Answer on an extension, the intercom and line buttons should be programmed for Delay Ring so that the Caller ID information, available after the first ring, is not lost.
Headset Auto Answer is turned off automatically while the user sets up a conference and must be turned on manually to resume using the feature.
When an MLX telephone user (except a QCC operator) transfers a call using Direct Voice Mail, Headset Auto Answer is turned off and must be turned on manually to resume using the feature.
If an MLX telephone user with Headset Auto Answer turned on uses Do
Not Disturb, any calls that override Do Not Disturb (such as Barge-In calls and callback calls) are answered automatically.
Hold
Paging
Park
Privacy
Headset Auto Answer is turned off automatically when a user or operator puts a call on hold and must be turned on manually to resume using the feature.
A user or operator with a headset operation active hears a group page over the speakerphone.
If a user or operator has a call parked, another call can be answered automatically by using Headset Auto Answer.
Privacy should be programmed when headset users with Headset Auto
Answer on have Shared SA buttons or share one or more personal lines.
Privacy keeps the users from competing for the same call. When two or more users answer the same call on a Shared SA or personal line button, the red and green LEDs next to the button go on, but only one person can talk with the caller.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Headset Options
Ringing Options
Ringing/Idle Line
Preference
Service Observing
Transfer
Issue 1
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Page 349
Headset Auto Answer does not automatically answer calls ringing on buttons programmed for No Ring. A user must manually select the button to answer the call. When abbreviated ringing is programmed, the user hears an abbreviated ring if another call comes in while he or she is already on a call.
Ringing Line Preference does not operate if Headset Auto Answer is turned off while headset operation is active. To answer a call, the user presses the button with the ringing call. Idle Line Preference does not operate when headset operation is active. The user selects a line button manually before making an inside or outside call.
In Release 6.1 and later systems, a Service Observer with a headset can be a Service Observer and a member of a Service Observing group.
An extension answering a call by using Headset Auto Answer can be observed. If the Service Observer has Headset Auto Answer off and a call comes in to the extension being observed, the Service Observer does not hear zip tone but can automatically listen in on the call with the headset. A zip tone is heard in the headset when the Service Observer receives a normal call.
If an observed extension uses Headset Hang-up to disconnect a call, the observer is dropped from the call. An observing station can use this feature to end observation of a call.
If an observed extension uses the Headset/Handset Mute feature, the
Service Observer does not hear the person on that extension but can hear the other parties on the call. If the Service Observer uses the
Headset/Handset Mute feature, the observed extension is not aware of it.
When an MLX telephone user (except a QCC operator) transfers a call,
Headset Auto Answer is turned off and must be turned on manually to resume using the feature.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Hold
Hold
Issue 1
August 1998
Page 350
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Feature Codes
Hold
Hold Release
System Programming
Factory Settings
Hold Disconnect Interval
DLC Operator Automatic
Hold
Operator Hold Timer
Hold Timer for Users
QCC Hold Return
QCC Hold Release
Telephone users, operators
Operator Information, System Information ( 6\V6HWXS )
All
All
●
Change hold disconnect interval:
/LQHV7UXQNV
→
More
→
+ROG'LVFQFW
Enable or disable DLC operator automatic Hold for all DLC
● operators:
2SHUDWRU
→
'/&+ROG
●
Change operator hold timer for all DLC and QCC operators:
2SHUDWRU
→
+ROG7LPHU
Specify whether calls on hold return to QCC queue after
● operator hold timer has expired twice:
2SHUDWRU
→
4XHXHG&DOO
→
+ROG5WUQ
Select automatic Hold or automatic release for all QCC
● operators:
2SHUDWRU
→
4XHXHG&DOO
→
+ROG5HOHDVH
Long (450 ms)
Disabled
60 sec (range 10–255 sec)
60 sec (fixed)
Remain on Hold
Automatic Release
Description
Hold allows a user to leave a call temporarily in order to perform some other function, such as take another call, look up information, or activate a feature.
When a user, except a QCC operator, puts an outside call on hold, the green LED next to the line button flashes at a faster rate to distinguish the call from calls put on hold by other users.
An outside caller on hold hears Music On Hold, if programmed, or silence. If a call on hold is not picked up within a set length of time, the person who put the call on hold hears a reminder: a beep for a telephone user, an abbreviated ring for a
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Hold
Issue 1
August 1998
Page 351 system operator. This hold timer is fixed at 60 seconds for telephone users. It is programmable for DLC and QCC operators, as described below.
At an MLX display telephone, the message &DOO2Q+ROG appears briefly on the display when the user first puts a call on hold. This message reappears briefly each time the hold timer expires.
Five systemwide Hold options can be set through system programming:
■
Hold Disconnect Interval. Determines how long the system waits before releasing the line when an outside caller on hold on a loop-start line hangs up. The hold disconnect interval should be programmed to match the local telephone company’s disconnect timing: Long if disconnect is unreliable, and Short if disconnect is reliable. The hold disconnect interval applies to all telephone users and system operators. This interval can be set to the following values:
■
— Long (the factory-set value): 450 ms
— Short: 50 ms
DLC Operator Automatic Hold. Determines what happens when a DLC operator is on a call and presses another line button, an Auto Dial button, or a Direct Station Selector (DSS) button. The DLC Operator Automatic
Hold setting applies only to DLC operators. This option can be set to the following values:
— Enabled. The active call is automatically put on hold. This prevents accidental disconnection of callers.
■
■
— Disabled (factory-set time). The active call is disconnected. This allows an operator to disconnect one call and answer or dial another by pressing a single button.
Operator Hold Timer. Determines how long a call stays on hold before the system reminds the DLC or QCC operator that it has not been picked up.
The operator hold timer applies only to DLC and QCC operators. The operator hears a reminder (abbreviated ring) when the timer expires. This timer can be set to a value between 10 and 255 seconds. (The factory-set value is 60 seconds.)
If a call is ringing at the console when the timer expires, the reminder is delayed for 10 seconds so that the operator has a chance to hear it. (If after
10 seconds the call is still ringing or a new call is ringing, the reminder is delayed for another 10 seconds, and so on.)
QCC Hold Return. Determines what happens to a call that a QCC operator has put on hold and that has not been picked up after the operator hold timer has expired twice. (The timer is not counted as having expired
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Hold
Issue 1
August 1998
Page 352
■ until the operator actually hears the reminder.) The QCC Hold Return option applies only to QCC operators. This option can be set to the following values:
— Remain on Hold (factory setting). The call remains on hold until picked up. A QCC operator continues to hear an abbreviated ring every time the operator hold timer expires.
— Return to Queue. The call returns to the QCC queue. The caller hears ringback.
QCC Hold Release. Determines what happens when a QCC operator is on a call and presses another Call button. The Hold Release option applies only to QCC operators. This option (equivalent to DLC operator automatic
Hold for DLC operators) can be set to the following values:
— Automatic Hold. The active call is put on hold. This prevents accidental disconnection of callers.
— Automatic Release (factory setting). The active call is released.
This allows an operator to disconnect one call and answer another by pressing a single button.
Considerations and Constraints
The factory setting for the hold disconnect interval is Long (450 ms) because that is the interval used by most local telephone companies.
If the hold disconnect interval set for the system does not match that of the local telephone company, the system may have the following problems with calls on hold:
■
■
If the interval is shorter than the setting at the local central office, callers on hold may be disconnected.
If the interval is longer than the setting at the central office, the LED next to the line button continues to flash after a caller on hold hangs up.
Both parties on an inside call cannot put each other on hold. If a user presses the
Hold button while waiting on hold on an inside call, the call is disconnected.
Telephone Differences
Direct-Line Consoles
When DLC operator automatic Hold is enabled, the DLC operator can put an active call on hold by pressing another line button or DSS button. How Hold works depends on the type of call and its appearance on the telephone:
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Hold
Issue 1
August 1998
Page 353
■
■
■
When one-touch Hold is programmed systemwide and the operator is active on a Personal Line, pressing an Auto Dial button or DSS button also puts the call on hold. This prevents accidental disconnection of callers and speeds call handling. If the operator is active on an inside call and the call is on hold, the DLC operator hears an abbreviated ring as a reminder each time the interval programmed for the operator hold timer (10–255 seconds) expires.
If the operator is active on an inside or outside call on an SA button, pressing an Auto dial button or a DSS button does not place the call on hold. The user at the extension associated with the Auto Dial or DSS button hears the manual signaling beep.
For Release 6.1 and later systems (Hybrid/PBX mode only), if, while on an inside or outside call on an SA button with one-touch Hold enabled, a DLC operator presses a DSS button for a non-local extension, the call is not placed on hold, and the extension is not dialed. If, however, while on an outside call on a Personal Line button with one-touch Hold enabled, a DLC operator presses a DSS button for a non-local extension, the call is placed on hold and the non-local extension is dialed
If the system is programmed for one-touch Transfer, an operator can press an
Auto Dial or DSS button to put an active inside or outside call on hold and initiate a transfer, whether or not DLC operator automatic Hold is enabled.
If the system is not programmed for one-touch Transfer, an operator can press an
Auto Dial or DSS button to put an active outside call on hold and initiate a transfer, whether or not DLC operator automatic Hold is enabled. (This capability is called one-touch Hold .)
Every time the operator hold timer expires, the DLC operator hears an abbreviated ring as a reminder that a call is on hold.
Queued Call Consoles
Pressing the Hold button to put a caller on hold makes a QCC operator available for incoming calls from the QCC queue.
The first two times the operator hold timer expires, a QCC operator hears an abbreviated ring as a reminder that a call is on hold.
If an operator does not pick up a call by the time the timer expires twice, the Hold
Return option determines whether the call remains on hold or returns to the QCC queue. If this option is programmed for calls to remain on hold, an operator hears the abbreviated ring every time the operator hold timer expires and no call is ringing on the console. If the option is programmed for calls to return to the queue, each call on hold at the QCC is timed individually. (The operator hold timer is applied separately to each Call button.)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Hold
Issue 1
August 1998
Page 354
When a held call returns to the queue after the second hold reminder, the call is identified by call type and by the name and extension number of the operator who put it on hold. The second line of the QCC display also shows the caller information.
Other Multiline Telephones
Multiline telephones have built-in Hold buttons.
When a call is first put on hold, the display on an MLX telephone briefly shows
&DOORQ+ROG . This message reappears briefly each time the hold timer expires.
Single-Line Telephones
In Release 4.0 or later systems, single-line telephone users must use Park instead of Hold to put a call on hold. If a single-line telephone user with a call on hold hangs up, the call is dropped.
A single-line telephone user can put a call on hold by sending a switchhook flash: pressing and releasing the Recall or Flash button or the switchhook, depending on the telephone model. If a single-line telephone user with a call on hold hangs up, the call rings back at the extension.
NOTE:
Some single-line telephones, such as Lucent Technologies models
2500YMGL, 2500MMGK, and 8110M, use a timed or positive disconnect.
On these telephones, pressing the switchhook disconnects the call. Use the
Recall or Flash button instead of the switchhook to send a switchhook flash.
(The 8100M telephone must have positive disconnect programmed on the telephone, as described in its manual.)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Hold
Issue 1
August 1998
Page 355
Feature Interactions
Allowed/
Disallowed Lists
The Hold button is used to enter a wild card character in an Allowed or
Disallowed List entry.
Authorization Code Initiating the Hold feature after entering an authorization code deactivates the Authorization Code feature for subsequent calls.
Auto Dial The Hold button is used to enter the Pause special character in a telephone number programmed on an Auto Dial button.
Basic Rate Interface
Callback
Call Waiting
Conference
An active call on a BRI line can be placed on hold. All call appearances
(such as LEDs) are the same as for other non-BRI lines.
Pressing the Hold button while waiting for a queued call is similar to hanging up. The green LED flashes next to the line button, indicating that the button is being used for the queued call.
A person with all calls on hold cannot hear the call-waiting tone.
When adding other participants to a conference, the conference originator hears the hold reminder when the conference is on hold for longer than one minute (if the originator is a telephone user) or for longer than the operator hold timer setting (if the originator is an operator).
Coverage
CTI Link
If DLC operator automatic Hold is programmed and used by a DLC operator while setting up a conference, the entire conference goes on hold.
Both parties on an inside call cannot put each other on hold. If a user presses the Hold button while waiting on hold for a conference initiated by another user (an inside call) or if the user presses the Conf button while waiting on hold on an inside call, the entire conference call is disconnected.
The initiator of a conference call can leave the conference by pressing
Hold. The conference initiator can rejoin the conference call by pressing the line button of any conference participant.
In Release 2.1 and later systems, a call that has been put on hold on a
Cover button can be added to a conference by a user who has a personal line for the call.
Coverage calls answered by any type of receiver can be put on hold. The hold timer or operator hold timer applies to a coverage call on hold.
In Release 2.1 and later systems, a call that has been put on hold on a
Cover button can be picked up by a user who has a personal line for the call. When the call is picked up, the green LED next to the personal line lights steadily; however, the call is still on hold at the coverage receiver’s telephone. Therefore, the user who picked up the held call cannot transfer the call. In order to transfer a call on hold at a Cover button, use Pickup instead of picking up on a personal line button.
A CTI link application can put an SA button call on hold.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Hold
Digital Data Calls
Directories
Direct Station
Selector
Display
Fax Extension
Group Calling
Headset Options
HotLine
Inspect
Multi-Function
Module
Paging
Park
Issue 1
August 1998
Page 356
Data calls cannot be put on hold.
2B data video calls require both B-channels at a video workstation. For this reason, if a call is on hold at a passive-bus MLX telephone when a 2B call comes in, the passive-bus MLX telephone cannot retrieve the held call until the 2B video call is over.
The Hold button is used to enter the Pause special character in a telephone number programmed as a listing for a System Directory,
Extension Directory, or Personal Directory.
When one-touch Hold is programmed, only outside callers are automatically put on hold when a DSS button for a user, calling group, or paging group is pressed while another call is active. For an inside caller, pressing a DSS button for a user sends a manual signal to the user’s extension; pressing a DSS button for a calling group or paging group has no effect.
When a call is first put on hold, the display on an MLX telephone briefly shows &DOO2Q+ROG . This message reappears each time the hold timer expires.
On a QCC only, when a held call returns to the queue after the second hold reminder, the call is identified by call type and by the name and extension number of the operator who put it on hold. The second line of the QCC display also shows the caller information.
If an extension is programmed as a fax extension, the telephone at that extension is unable to use the Hold feature.
A calling group member who has put a call on hold is considered unavailable for incoming calls. A user waiting in the calling group queue cannot put the call on hold.
Headset Auto Answer is automatically turned off when an MLX telephone user puts a call on hold.
Hold is not available at HotLine extensions (Release 5.0 and later systems).
If a user presses the Hold button while in Inspect mode, Inspect is canceled. The system puts the active call (if there is one) on hold.
A single-line telephone connected to an MFM cannot put a call on hold because the MFM cannot send a switchhook flash.
A speakerphone paging call can be put on hold only by the originator.
However, when an SA or ICOM Voice button is used to make an inside voice-announced call, either the originator or the person being called can put the call on hold.
When a user or operator parks a call received on a personal line button and the call is picked up at another extension and then put on hold, other users who share the personal line cannot press the line button and pick up the call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Hold
Personal Lines and
Pickup
Privacy
Recall/Timed Flash
Service Observing
Speed Dial
System Access/
Intercom Buttons
Issue 1
August 1998
Page 357
The hold timer or operator hold timer applies to a call on hold for transfer.
The user or operator hears a reminder (a beep or abbreviated ring) after the timer expires.
If a call is received on a personal line and is transferred to another user who receives the call on an SA or ICOM button and then puts the call on hold, another user who shares the personal line cannot select the shared personal line button and pick up the call. If for some reason the person who received the transfer and put the call on hold cannot return to the call, another user must use Pickup to pick up the call. For example, an operator can take a message and then disconnect the caller.
In Release 2.1 and later systems, a call that has been put on hold at a
Cover, SA, Shared SA, or Pool button can be picked up by a user who has a personal line button for the call. When the call is picked up, the green LED next to the personal line lights steadily; however, the call remains on hold at the Cover, SA, Shared SA, or Pool button. The user who picks up on the personal line cannot transfer the picked-up call. In order to transfer a call on hold at a Cover, SA, Shared SA, or Pool button, use Pickup instead of picking up on a personal line button.
Privacy protects a call only while a user is active on the call. Privacy does not keep a user at another extension from picking up a call while it is on hold.
Single-line telephones use a switchhook flash to put a call on hold by pressing and releasing the Recall or Flash button (or if the telephone does not have positive disconnect, the switchhook), depending on the telephone model.
In Release 6.1 and later systems, Service Observers cannot place observed calls on hold. If a person at an observed extension presses
Hold, the call is removed from the Service Observer until the call is re-accessed, at which point the Service Observer is reconnected to the call (if the extension is still being observed).
If a Service Observer with a DLC programmed for automatic Hold post-selects to another button while observing a call, the DLC is disconnected from the observed call. The call is not placed on hold.
The Hold button is used to enter the Pause special character in a
Personal Speed Dial or System Speed Dial telephone number.
If a call is put on hold on an SA or Shared SA button, it can be picked up at the principal extension’s SA button or at any other Shared SA button corresponding to the button with the held call. The hold reminder is heard only at the extension that put the call on hold. In Release 2.1 and later systems, any user with a Shared SA button for the call can transfer the held call after picking it up on the SSA button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Hold
Transfer
Issue 1
August 1998
Page 358
Calls on hold for transfer are timed so that a user or system operator hears a reminder after the timer expires.
In Release 2.1 and later systems, a call that has been put on hold at a
Cover, SA, Shared SA, or Pool button can be accessed by a user who has a personal line button for the call. When the call is accessed, the green LED next to the personal line lights steadily; however, the call remains on hold at the Cover, SA, SSA, or Pool button. The user who accesses the personal line cannot transfer the call. To transfer a call on hold at a Cover, SA, SSA or Pool button, use Pickup instead of answering on a personal line button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
HotLine
HotLine
4 2
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Factory Setting
Issue 1
August 1998
Page 359
4 2
Telephone users
Extension Information
All
Single-line telephones
●
To assign a HotLine extension:
([WHQVLRQV
→
More
→
More
→
+RW/LQH
→
Dial ext. no.
Disabled
Description 4 2
In Release 5.0 and later systems, the HotLine feature allows system managers to program single-line telephone extensions connected to 008 OPT, 012, or
016 (T/R) modules for HotLine operation. When the HotLine feature is programmed, a user dials an inside or outside telephone number by lifting the handset of the telephone.
The HotLine feature works in conjunction with Personal Speed Dial programming
) to automatically dial the first programmed
Personal Speed Dial number (code 01) as soon as someone goes off-hook at the single-line telephone.
This feature is intended to allow easy access to a telephone number in sales, hotel, and other environments. HotLine extensions, for security reasons, are not intended to perform any function other than immediate and convenient dialing of a single telephone or extension number. Because a switchhook flash from a
HotLine extension is not recognized by the system, the Hold, Conference, and
Transfer features are not available.
If the single-line telephone includes a dialpad, a user can dial digits after the call is connected. This allows the use of an integrated voice response or automated attendant menu.
The HotLine feature uses the existing Personal Speed Dial code 01 for a singleline telephone extension. Prior to the assignment of an extension as a HotLine, the required Personal Speed Dial number can be programmed at the extension or through centralized telephone programming. After an extension has been programmed as a HotLine, there is only one opportunity to program a Personal
Speed Dial code at the telephone. For security reasons, any subsequent changes must be made through centralized telephone programming. No further programming of any kind can be performed at the telephone.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
HotLine
Issue 1
August 1998
Page 360
The Personal Speed Dial number used at a single-line telephone HotLine can be an inside extension number, an outside number including ARS or pool access codes (Hybrid/PBX mode only), a long-distance service access code, or an Idle
Line Access code (usually ). Personal Speed Dial numbers are limited to 40 characters.
A HotLine extension can access any personal, SA, or ICOM line normally used for outgoing voice calls, as programmed using Automatic Line Selection (ALS) or Idle
Line Access (Key and Behind Switch modes). For outside calls, a personal line is
recommended. For more information, see “Automatic Line Selection and
Ringing/Idle Line Preference” on page 60
(Key and Behind Switch modes),
, and “System Access/Intercom Buttons” on page
648 .
!
SECURITY l ALERT:
If a HotLine extension dials out on a loop-start line, it must supply reliable disconnect and be programmed with Reliable Disconnect enabled.
Otherwise, a caller may be able to make a toll call on the line after hanging up on a HotLine call.
If a HotLine extension is not intended to receive calls, its line should be set to No
Ring.
Considerations and Constraints 4 2
The first Personal Speed Dial number (code 01) can be programmed at the single-line telephone prior to its assignment as a HotLine extension. After an extension is programmed as a HotLine, the Personal Speed Dial code can be programmed only once. Subsequent changes must be made using centralized telephone programming.
Because switchhook flashes are not recognized from HotLine extensions, the
Hold, Conference, and Transfer features are not available.
HotLine extensions cannot dial Night Service passwords. For this reason, the
Night Service Exclusion Lists may have to include HotLine extensions.
Alternatively, the numbers dialed by HotLine extensions may have to be added to
Night Service Emergency Lists.
The HotLine feature can be used with tip/ring devices such as modems, but it is not intended for this use.
Many features cannot be used at HotLine extensions. Examples include Last
Number Dial, Saved Number Dial, Pickup, and Park. Features not normally available to single-line telephones (such as Do Not Disturb) are also unavailable to HotLine extensions. However, other features such as calling restrictions and
ARS can be used at HotLine extensions. See the “Feature Interactions” topic in
this section for more information.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
HotLine
Issue 1
August 1998
Page 361
A HotLine telephone cannot be connected to an Multi-Function Module (MFM) or
General Purpose Adapter (GPA).
Telephone Differences 4 2
Only single-line telephones or tip/ring devices can be HotLine extensions.
Feature Interactions 4 2
Account Code Entry HotLine extensions cannot use Account Code Entry.
Allowed/
Disallowed Lists
Allowed and Disallowed Lists can be assigned to HotLine extensions.
Automatic Route
Selection
A HotLine extension can use an ARS access code if it is programmed into the Personal Speed Dial number.
Barge-In
Callback
HotLine calls can be barged into.
Callback is not intended for HotLine extensions. However, Automatic
Callback may be used, if programmed, for inside and ARS (Hybrid/PBX mode only) calls. Selective Callback is also available.
Call Waiting
Camp-On
Call Waiting can be activated for a HotLine extension, but the telephone cannot put the current call on hold and pick up a waiting call. Instead, the user must hang up the current call and wait for the call-waiting call to ring.
HotLine calls can be camped onto, but a HotLine extension cannot camp on to calls.
Conference Conference is not available at HotLine extensions.
Calling Restrictions Calling restrictions can be programmed for HotLine extensions.
Coverage
Extension Status
Coverage features are not recommended for HotLine extensions.
Extension Status is not recommended for HotLine extensions because a
HotLine extension cannot dial the # codes needed to change the
Extension Status.
Facility Restriction
Level
Forward and
Follow Me
The FRL value for Hotline extensions should be set to 6 to enable unrestricted access between private network switches.
Forward and Follow Me are not intended for HotLine extensions (Release
5.0 and later systems) but can be used at these extensions. Forwarding must be programmed at the extension before it is assigned as a HotLine extension. Follow Me cannot be activated at a HotLine extension.
Group Calling
Hold
Last Number Dial
To cancel both Forward and Follow Me at a Hotline extension, you must use a telephone at a non-HotLine extension.
Remote Call Forwarding is not intended for HotLine extensions but can be programmed before the extension is assigned as a HotLine. To cancel
Remote Call Forwarding, remove HotLine programming first.
A HotLine extension can dial a calling group extension number.
Hold is not available at HotLine extensions.
Last Number Dial is not available at HotLine extensions.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
HotLine
Issue 1
August 1998
Page 362
Night Service
Paging
A HotLine extension (Release 5.0 and later systems) can be a member of a Night Service group. If a HotLine extension dials an outside call and
Night Service with Outward Restriction is on, either the HotLine extension number must be in the Night Service Exclusion List or the number it dials must be on the Night Service Emergency List.
A HotLine extension cannot access Loudspeaker Paging, but a HotLine extension can be programmed to dial a Group Paging number.
Park
Pickup
Pools
Park cannot be used by a HotLine extension.
Pickup cannot be used at a HotLine extension.
A HotLine extension can use a pool, as long as dial-access-to-pools is enabled for the extension and the Pool access code is programmed with the outside number as the first Personal Speed Dial number for the extension.
Privacy is not available for HotLine extensions.
Privacy
Recall/Timed Flash
Ringing Options
A switchhook flash from a HotLine extension is not sent to the system or the central office.
Ringing Options can be set for HotLine extension lines. If the HotLine extension should not receive calls, set its line for No Ring.
Saved Number Dial Saved Number Dial is not available at HotLine extensions.
Speed Dial A HotLine extension can dial only the first Personal Speed Dial number
(code 01) programmed for the extension. The end-of-dialing digit, #, should be programmed at the end of the speed dial number. See
Appendix H, “Programming Special Characters,” for additional
information.
Transfer
UDP Features
Transfer is not available at HotLine extensions.
In Release 6.0 and later systems (Hybrid/PBX mode only), a HotLine extension must be on the local system. However, a HotLine telephone can dial a non-local extension.
Idle Line Preference
4 2
See “Automatic Line Selection and Ringing/Idle Line Preference” on page 60
.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Inside Dial Tone
Inside Dial Tone
4 2
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Factory Setting
4 2
Telephone users, operators
System Information ( 6\V6HWXS )
All
All
2SWLRQV
→
,QVLGH'LDO
Inside dial tone
Issue 1
August 1998
Page 363
Description 4 2
The system’s inside dial tone is heard when a user lifts the handset or presses the
Speaker button after an SA or ICOM button is selected. Two choices are available for inside dial tone:
■ System Inside Dial Tone. Makes it easy to distinguish inside and outside lines. (This is the factory setting.)
■ Outside Dial Tone. Required by some adjuncts and applications connected to the system, such as voice messaging systems or modems, that do not recognize inside dial tone. With this setting, inside dial tone sounds just like outside dial tone.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Inspect
Inspect
4 2
At a Glance
Users Affected
Modes
Telephones
4 2
Telephone users, operators
All
MLX display telephones
Issue 1
August 1998
Page 364
Description 4 2
Inspect allows an MLX display telephone user who is on a call to see call information about an incoming call that is ringing, alerting, or on hold.
Call information includes whether it is an inside or outside call, any programmed labels for the caller (such as the inside caller’s name or the label assigned to the outside line), and how the call came to the user (transferred, coverage call, forwarded, and so on). Inspect also can be used to inventory what is programmed on the telephone’s buttons.
To use Inspect to screen incoming calls while on another call or to identify callers on hold, press the Inspct button on the MLX display telephone and then press the line button with the incoming or held call. The call information is displayed on the
Inspect screen.
To inspect a programmed button, press the Inspct button and then the programmed button. The name of the feature programmed on the button is displayed on the screen. However, beginning with Release 2.0, pressing a programmed Last Number Dial or Saved Number Dial button shows the telephone number stored. If no number is stored, the feature name is displayed.
Considerations and Constraints 4 2
If the company subscribes to special services, such as AT&T’s INFO2 ANI service or Caller ID, the display shows the outside telephone number of the person calling.
NOTE:
The availability of the caller identification information may be limited by the local-serving (caller’s) jurisdiction, availability, or central office equipment.
When a line button is being inspected, it cannot be used to make or receive a call.
If a user inspects a line that someone else is using, the display shows that the line is in use.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Inspect
Issue 1
August 1998
Page 365
If Inspect is activated and someone makes a voice-announced call or a group page to the user, the Inspect feature is canceled and the Home screen is displayed.
Pressing the Feature, Menu, or Home button while Inspect is being used cancels
Inspect.
If a user is active on a call while using Inspect and presses a fixed-feature button
(for example, the Hold, Transfer, or Drop button), the system cancels Inspect and attempts to activate the feature.
Telephone Differences 4 2
Direct-Line Consoles 4 2
Inspect cannot be used on analog Direct-Line Consoles (DLCs).
Queued Call Consoles 4 2
When a conference participant joins a conference by using a shared personal line or Shared SA button, the Queued Call Console (QCC) display is updated to include this participant. However, if a QCC operator uses the Inspect feature to verify the number of participants, the number shown on the display does not include participants joining the conference on the Shared SA or personal line button.
If a QCC operator presses any of the buttons programmed with fixed QCC features (for example, a Call, Start, or Source button) while in Inspect mode, the console remains in Inspect mode. However, if an operator presses the Feature,
Transfer, HFAI, Conf, Mute, Drop, Speaker, or Hold button, the console is removed from Inspect mode.
Other Multiline Telephones 4 2
Inspect is available only on MLX display telephones.
Single-Line Telephones 4 2
Inspect cannot be used on single-line telephones.
Feature Interactions
Alarm
Conference
4 2
Inspect can be used on an MLX DLC or a QCC to display the number of system alarms.
If a user presses the Conf button while Inspect is active, the system cancels Inspect and tries to activate the Conference feature.
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Direct Station
Selector
Inspect can display limited information, such as extension number, label, and number of messages, for each DSS button. To use Inspect, an operator presses the Page button for the range of extensions, then the
Inspct button, and then the DSS button for an extension. Inspect must be activated separately for each page on the DSS; to inspect another page, an operator presses the Home button and repeats the process.
When an operator inspects a DSS button associated with an extension,
Line 1 of the display shows the extension, the label associated with the extension, if any, and the number of messages that have been left for that extension, if any. It the extension has posted a message, Line 2 shows the posted message.
In Release 2.0 and later systems, an operator can inspect a DSS button with a red LED on to see whether the extension is busy or using Do Not
Disturb. If the user at the extension has turned on Do Not Disturb, the Do
Not Disturb message is posted and appears on the operator’s display.
However, the message may sometimes mean that the user has posted the message without turning on the Do Not Disturb feature.
Drop
Group Calling
Hold
If a user presses the Drop button while active on a call with Inspect activated, the system cancels Inspect and attempts to activate the Drop feature.
Any MLX telephone user can inspect the number of calls in the calling group queue by pressing the Inspct button and then pressing a button programmed with the calling group’s extension, the Calls-in-Queue Alarm button. The display shows the label associated with the calling group and the number of calls in the queue.
If a user presses the Hold button while active on a call with Inspect activated, the system cancels Inspect and tries to put the call on hold.
Last Number Dial
Paging
Starting with Release 2.0, if a programmed Last Number Dial button is inspected, the display shows the last number stored for dialing. If no number is stored, only the feature name is displayed.
If a user receives a voice-announced inside call or a group speakerphone page while using the Inspect feature, the Inspect feature is canceled and the user is returned to the Home screen.
Saved Number Dial Starting with Release 2.0, if a programmed Saved Number Dial button is inspected, the display shows the last number stored for dialing. If no number is stored, only the feature name is displayed.
Transfer If a user with Inspect activated tries to transfer a call by pressing the
Transfer button while active on a call, Inspect is canceled and the user is returned to the Home screen.
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Integrated Administration
Integrated Administration
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At a Glance 4 2
Users Affected
Reports Affected
Modes
Telephones
Factory Settings
Automated Attendant
Calling Group
Call Answer Calling Group
Fax Response Calling
Group
Information Service Calling
Group
Message Drop Calling
Group
Voice Mail Calling Group
Coverage Group
Reliable Disconnect
Delay Ring
Coverage Delay Ring
VMS Transfer Return
Interval
Transfer Return Time
System manager, installer
Direct Group Calling Information, Group Coverage
Information, GS/LS Trunk Information, System Information
( 6\V6HWXS )
Key and Hybrid/PBX
All
770
7926
7924
7927
7928
7925
30 (range 1–30)
Yes
2 rings (range 1–6)
3 rings (range 1–9)
6 rings (range 0–9)
6 rings (range 0–9)
NOTE:
Integrated Solution III and Integrated Administration are no longer available for purchase. However, customers with existing systems can incorporate
Integrated Administration in a new system.
Description 4 2
The Integrated Administration capability of Integrated Solution III (IS III, described
in Appendix I, “Applications”) simplifies the programming of common information
for the system, AUDIX Voice Power, and, if it is also installed, Lucent
Technologies Fax Attendant System. Because the AUDIX Voice Power and Fax
Attendant applications use some of the same information programmed on the system, Integrated Administration lets the installer or system manager make changes or additions to this information just once instead of making changes in both the applications and the system. Using Integrated Administration reduces programming time and effort and ensures that the system and the applications are in agreement.
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In Release 4.1 and later systems, certain settings must be programmed by using the MLX20-L telephone used as the system programming console or the System
Programming and Maintenance (SPM) software and not through Integrated
Administration (see “Integrated Administration in Release 4.1 and Later Systems”
below).
The communications system and the two applications share the following information:
■ System numbering of extensions, lines/trunks, and pools
■
■
■
System labeling that determines the user or other name associated with each extension, line/trunk, and pool
The coverage group that sends its calls to the applications
The calling group set up for each service of the applications
■
■
■
The Reliable Disconnect setting for loop-start lines
The Delay Ring and Coverage Delay Interval settings
The Transfer Return Time and VMS Transfer Return Interval settings
Integrated Administration consists chiefly of three related functions accessed from the Integrated Solution III menu (for users) or the Integrated Solution Maintenance menu (for qualified technicians only):
■ Extension Directory Setup (on the Technician Maintenance menu, for qualified technicians only). Used during installation to read all switch extensions and extension labels into the database of extensions accessed by the two applications.
■
■
Extension Directory. Allows the technician or system manager to add, change, or delete extensions, change extension labels, and add or delete subscribers to AUDIX Voice Power or AUDIX Voice Power/Fax Attendant.
System Programming/Switch Administration. Accessed through the
AUDIX Voice Power or AUDIX Voice Power/Fax Attendant menu, allows the technician or system manager to program common information used by the communications system and the applications. Through this selection, a user configures call handling by Automated Attendant and adds or deletes lines/trunks and pools for Call Answer, Fax Response, Information Service,
Message Drop, and Voice Mail.
NOTE:
The menus, instructions, and documentation for Integrated Administration uses the word switch to refer to the communications system (what is usually called the system in this book).
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Integrated Administration in Release 4.1 and
Later Systems 4 2
Because of enhancements to coverage timers in Release 4.1 and later systems,
Integrated Administration cannot be used in these systems to program certain options for AUDIX Voice Power. Instead, the MLX-20L telephone designated for system programming or a PC with SPM software must be used to program the settings.
Using system programming, change the following settings to match the factory settings for Integrated Administration:
■ The default setting of No for Reliable Disconnect on loop-start lines.
Change this option to Yes (see System Programming ).
■
■
The default setting of four rings for VMS Transfer Return time. Change this
option to six rings (see “Transfer” on page 693
).
The default setting of four rings for Transfer Return time. Change this
option to six rings (see “Transfer” on page 693
).
Use the system programming console or SPM software to program the settings listed below. Do not use the Application Switch Defaults menu in Integrated
Administration. ( “Group Calling” on page 312
on page 400
provide details about these settings.)
■
■
A calling group extension number other than the default of 770
A Call Answer calling group number other than the default of 7926
■
■
■
■
A FAX Response calling group number other than the default of 7924
An Information Service calling group number other than the default of 7927
A Message Drop calling group number other than the default of 7928
A Voice Mail calling group number other than the default of 7925
■
■
■
■
■
■
Group Coverage by a calling group
Coverage delay timers, which have been substantially changed in Release
4.1 and later systems
VMS Transfer Return setting
Transfer Return setting
The systemwide Delay Ring Interval, which does not exist in Release 4.1 and later systems
An AUDIX Voice Power calling group label other than the default of
$8',;93
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Application Switch Defaults 4 2
Integrated Administration provides application switch (system) defaults on the
Technician Maintenance menu; this menu is to be used by a qualified technician or the system manager only. This program option displays current values and allows a user to change the following settings used by the applications:
■
■
■
■
■
■
■
Coverage group
Automated Attendant calling group
Call Answer calling group
Fax Response calling group
Information Service calling group
Message Drop calling group
Voice Mail calling group
This screen also displays the following current defaults that are used during programming of the applications. For comparison purposes, it also shows the current values set on the system (the switch ):
■
■
■
■
■
Reliable Disconnect
Delay Ring
Coverage Delay Interval
VMS Transfer Return Interval
Transfer Return Time
Using this screen, a user can change the values for the applications only. A difference between the AUDIX Voice Power and switch (system) default columns, other than at initial installation, indicates that the values have been changed on the system through system programming, using the programming console or a PC with System Programming and Maintenance (SPM). This information can be helpful in troubleshooting problems.
■
■
Backup Files. Allows a user to back up all Integrated Administration programming to tape.
Restore Files (on the Technician Maintenance menu, for qualified technicians only). Allows a user to restore all Integrated Administration programming from tape.
NOTE:
These functions back up and restore the application database. They are not the same as the SPM backup and restore functions used in system programming.
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Feature Reference 555-661-110
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Integrated Administration
Automatic Reconciliation 4 2
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NOTE:
The automatic reconciliation program has been disabled beginning with
IS III Version 1.2.
In IS III versions prior to 1.2, if a technician or system manager uses the MLX-20L console or a PC with SPM to change extension numbering on the switch, the system and the application database are no longer in agreement. To reduce the chance for such changes to disrupt communications between the system and the applications, Integrated Administration includes an automatic reconciliation program that runs every day at 3:00 a.m., comparing the application database to the switch programming and bringing the two into agreement. The program makes changes, as necessary, only to the application database, according to the rules listed in Table 25 . It does not change the system programming.
Table 25. Database Reconciliation Rules
Extension appears in ...
System
Yes
Application
Database Action
Yes None
Yes No
No Yes
(regular extension)
Extension is added to database. Can be added as a subscriber to AUDIX Voice Power or AUDIX Voice
Power/Fax Attendant through Extension Directory screen.
Extension is deleted from database and removed as an
AUDIX Voice Power or AUDIX Voice Power/Fax Attendant subscriber.
No
Yes
Yes
(special extension)
Yes
(special extension)
Extension is retained as special-purpose extension in database.
Extension is converted from special-purpose extension to regular extension in database.
Installation Overview 5 2
A qualified technician can use Integrated Administration during installation of
IS III. The steps below describe basic tasks, not detailed procedures. (See the
AUDIX Voice Power or Fax Attendant System Manager’s Guide for complete instructions about programming the applications. See System Programming for complete instructions about programming the system.) The sequence of tasks differs, depending on the installation:
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■
■
If the communications system and IS III are both being installed for the first time, the technician must do some initial programming on the system, as described in Step 1.
If IS III is being installed on an existing system, the technician skips Step 1.
To install, follow these general procedures:
1.
On installation of both the system and IS III , program the following basic system operating conditions. SPM in surrogate mode is typically used for this step, but the programming console also can be used.
■
■
■
Mode of operation (only Hybrid/PBX or Key for Integrated
Administration)
System renumbering
System operator positions
■ Phantom extensions
■ Assignment of lines/trunks to pools
2.
Select $SSOLFDWLRQ6ZLWFK'HIDXOWV from the IS III Technician
Maintenance menu and, if necessary, change any of the values displayed for the applications.
3.
Select ([WHQVLRQ'LUHFWRU\6HWXS from the Technician Maintenance menu. This step reads the system extension directory (including any labels already programmed on the switch) into the application database.
4.
Select ([WHQVLRQ'LUHFWRU\ and, on the resulting screens, program:
■ Assignment of extensions as AUDIX Voice Power subscribers; if
Fax Attendant is installed, this step also assigns the extensions as
Fax Attendant subscribers
■ Assignment of special-purpose extensions
■ Labeling of extensions
5.
Select 6\VWHP3URJUDPPLQJ6ZLWFK$GPLQ from the AUDIX Voice Power or AUDIX Voice Power/Fax Attendant menu, and program any of the services below, as applicable.
NOTE:
During initial Integrated Administration programming for an existing system, do not assign lines or pools to the calling groups set up for services. If you do, lines begin ringing into the service before greetings or other service options are programmed. Go on to Step 6 and finish programming the application; then return to Step 5 via the
System Programming/Switch Admin menu, and add lines and pools.
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When first using Integrated Administration, the user automatically steps through each of these services:
■ Automated Attendant (Immediate, Delayed, or Night Service call handling and lines and pools)
■
■
■
■
Call Answer (lines and pools)
Information Service (lines and pools)
Message Drop (lines and pools)
Voice Mail (lines and pools)
■ Fax Response (lines and pools)
On subsequent uses of Integrated Administration, select 6\VWHP
3URJUDPPLQJ6ZLWFK$GPLQ from the AUDIX Voice Power or AUDIX Voice
Power/Fax Attendant menu, then select 6\VWHP3URJUDPPLQJ6ZLWFK
$GPLQ)RUP . Finally, choose the specific service to be programmed.
6.
Program any application options that are not system-related (such as
Outcalling and voice menus and prompts) through the AUDIX Voice Power or AUDIX Voice Power/Fax Attendant menu.
7.
On installation of both the system and IS III, exit from IS III; then use SPM or the programming console to perform all remaining system programming that is not related to IS III.
NOTE:
The system technician can perform initial installation from a remote location equipped with a surrogate system and IS III. Using the remote system and IS III computer, the technician programs the configuration as specified earlier in this topic. Through SPM, the technician backs up the configuration and, using the Technician Maintenance menu, backs up the
Extension Directory database files. The technician then dials up the customer location and accesses the internal modem, through remote SPM restoring the customer’s system from the translations made at the remote location. After requesting pass-through to the computer running IS III, the technician uses the Technician Maintenance menu to restore the customer’s database files from the database files backed up at the remote location. Technicians can access the Extension Directory and the
Integrated Administration screens remotely, but the information is stored in a file and executed after the technician hangs up. Also, a change made to system numbering is not reflected in the Extension Directory. (The reconciliation program is disabled in Release 1.2 and later releases.)
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Operation 5 2
Access Integrated Administration in one of the following ways:
■
■
Log in to IS III as is and enter a password, if needed. The IS III menu for users appears, with the following selections for Integrated Administration:
— $8',;9RLFH3RZHU$93 or $8',;9RLFH3RZHU)$;$WWHQGDQW
$93)$
([WHQVLRQ'LUHFWRU\
7HFKQLFLDQ0DLQWHQDQFH
Log in to IS III as PDLQW and enter the maintenance password. The
Integrated Solution Maintenance menu appears, with the following selections for Integrated Administration:
— $8',;9RLFH3RZHU$93 or $8',;9RLFH3RZHU)$;$WWHQGDQW
$93)$
([WHQVLRQ'LUHFWRU\
7HFKQLFLDQ0DLQWHQDQFH
Other selections on these menus, including SPM, are used for purposes other than Integrated Administration.
The Integrated Administration selections on these menus are used to access the screens described in the sections that follow this one.
On data entry screens described below, the screen-labeled options listed in Table
26 are displayed, as appropriate for each screen. Select one by pressing the corresponding function key.
Table 26. Screen-Labeled Function Keys for Integrated Administration
Label Key
$GG
&DQFHO
&KJ.H\
&KRLFHV
'HOHWH
Action
Display a pop-up form for adding information, such as adding lines and pools to the calling group for a service.
Cancel any changes made on the current screen and return to the previous screen.
Toggle between two sets of screen-labeled selections. For example, this table shows two different selections— &KRLFHV and 'HOHWH —corresponding to . &KJ.H\ changes the label to the alternative selection.
Display a list of valid choices for the current field.
Display a pop-up form for deleting information, such as deleting lines and pools from the calling group for a service.
Continued on next page
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Table 26. Continued
Label Key
'LVSOD\ % or %
)UP0JPW
+HOS
1H[W3DJH
1H[W5HF
3UHY3DJH
3UHY5HF
6DYH
%
%
%
%
%
%
Action
Display information about the record on the current screen, such as the label associated with an extension.
(Frame Management) Display options for managing the screen, such as Refresh and Resize.
Display help for the current screen. (Help is available for every
Integrated Administration screen.)
On a multiple-page screen, go to the next page.
Display the next record, such as the next extension, on the current screen.
On a multiple-page screen, return to the previous page.
Display the previous record, such as the previous extension, on the current screen.
Validate and save the information on the current screen, updating the application database and/or the switch as appropriate.
Application Switch Defaults Screen 6 2
A technician reaches the Application Switch Defaults screen from the Technician
Maintenance menu. Figure 22 on page 377
shows two versions of this screen: one when only AUDIX Voice Power is installed, and another when both AUDIX
Voice Power and Fax Attendant are installed.
The values shown in the screens in Figure 22 are the defaults for all information
on the Application Switch Defaults screen. When a user accesses the screen, the current programmed values are shown.
The settings in the Current Switch column for Reliable Disconnect, Delay Ring,
Coverage Delay Ring, VMS Transfer Return Interval, and Transfer Return Time are displayed for comparison purposes and cannot be changed on this screen.
The values in the AVP Default column can be changed, and are sent to the switch when the user presses (Save). A difference between the two columns, other than at initial installation, indicates that the values have been changed on the system through system programming by using the programming console or SPM.
Knowing this can be helpful in troubleshooting problems.
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NOTE:
The calling group numbers and coverage group number displayed on this screen (including any changes made) are the values used for the information sent to the system whenever:
■
■
Services are programmed on the System Programming/Switch
Admin Form screen (see Figure 26 on page 384
).
Subscribers are added to the AUDIX Voice Power coverage group on the AUDIX Voice Power User or AUDIX Voice Power/Fax
Attendant User screen (see Figure 24 on page 381
).
Therefore, if any of these group numbers must be changed, make these changes first , before programming services or subscribers.
If it is necessary to change any calling group numbers after initial programming of the services, make the changes in the following order:
1.
Remove the affected services by deleting those services from all channels on the System Programming/Switch Admin Form screen.
2.
Change the appropriate calling group numbers on the Application Switch
Defaults screen.
3.
Reinstall the affected services by adding them to channels on the System
Programming/Switch Admin Form screen.
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Integrated Administration
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$33/,&$7,216:,7&+'()$8/76
$8',;92,&(32:(56:,7&+'()$8/76
$8720$7('$77(1'$17&$//,1**5283
&$//$16:(5&$//,1**5283
,1)250$7,216(59,&(&$//,1**5283
0(66$*('523&$//,1**5283
92,&(0$,/&$//,1**5283
&29(5$*(*5283
$93'()$8/7&855(176:,7&+
><(612@12 5(/,$%/(',6&211(&7
'(/$<5,1*
&29(5$*('(/$<5,1*
90675$16)(55(7851,17(59$/
75$16)(55(78517,0(
$33/,&$7,216:,7&+'()$8/76
$8',;92,&(32:(5)$;$77(1'$176:,7&+'()$8/76
$8720$7('$77(1'$17&$//,1**5283
&$//$16:(5&$//,1**5283
)$;5(63216(&$//,1**5283
,1)250$7,216(59,&(&$//,1**5283
0(66$*('523&$//,1**5283
92,&(0$,/&$//,1**5283
&29(5$*(*5283
$93'()$8/7&855(176:,7&+
<(612 5(/,$%/(',6&211(&7
'(/$<5,1*
&29(5$*('(/$<5,1*
90675$16)(55(7851,17(59$/
75$16)(55(78517,0(
Figure 22.
Application Switch Defaults Screens
Calling Groups 6 2
The calling group numbers shown in Figure 22 are the defaults assigned to each service. Change these numbers by positioning the cursor in the appropriate field and entering a new value. No two services can share a calling group; each number must be unique.
Coverage Group 6 2
Coverage group 30 is the default for the extensions covered by the applications. Change the group number by positioning the cursor on this field and entering a new value from 1 to 30.
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Reliable Disconnect 6 2
Press ( &KRLFHV ) and select <(6 (Reliable Disconnect) or 12 (Unreliable
Disconnect).
When an outside caller on a loop-start line hangs up on Automated
Attendant or Call Answer, a setting of 12 may result in lost jack availability or recording of dial tone or messages from the telephone company (such as, “Please hang up and dial again”). To prevent this from happening, reliable disconnect should be set to <(6 . If Automated Attendant is allowed to transfer calls to outside numbers and has access to any loop-start lines, reliable disconnect must be set to <(6 .
NOTE:
You should find out whether your loop-start lines/trunks provide reliable disconnect.
Delay Ring and Coverage Delay Ring 6 2
Change these values by positioning the cursor in the appropriate field and entering a new value. The range for Delay Ring is 1 to 6 rings; the range for
Coverage Delay Ring is 1 to 9 rings.
The combined total of these two values should be less than either the VMS transfer return interval or the transfer return time. This ensures that a transferred call always rings at a coverage point before the applicable return timer expires and the call either is transferred to the alternative destination (in the case of a transfer from AUDIX Voice Power) or returns to the transfer originator (in the case of a transfer from any other extension).
VMS Transfer Return Interval and Transfer
Return Time 6 2
Change these values by positioning the cursor in the appropriate field and entering a new value. The range for both timers is from 0, which never returns or redirects transferred calls, to 9 rings.
The VMS transfer return interval governs how long a call transferred from an AUDIX Voice Power extension rings before it is redirected; the transfer return time governs how long a call transferred from any other extension rings before it returns to the transfer originator.
Each of these values should be greater than the combined total of the
Delay Ring and Coverage Delay Ring values. This ensures that a transferred call always rings at a coverage point before the applicable return timer expires and that the call either is transferred to the alternative destination (in the case of a transfer from AUDIX Voice Power) or returns to the transfer originator (in the case of a transfer from any other extension).
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System Programming Results 6 2
When you press ( 6DYH ), the following information is saved and sent to the system. This information replaces existing system programming of the applicable items.
■
■
■
■
■
Reliable Disconnect setting
Delay Ring value
Coverage Delay Ring value
VMS Transfer Return Interval setting
Transfer Return Time setting
Screen Results 6 2
After changing the values on the Application Switch Defaults screen, press
( 6DYH ); the Technician Maintenance menu returns.
Extension Directory Setup 6 2
When the technician selects ([WHQVLRQ'LUHFWRU\6HWXS from the Technician
Maintenance menu during installation, IS III checks whether the system Extension
Directory already exists in the application database. If the directory does not exist,
IS III reads the switch extensions into the database, together with the label for each extension, if there is one. If the directory does exist, the technician can make one of the following choices:
■
■
Exit without making any changes to the database, using ( &DQFHO ).
Reinstall the database. This choice completely replaces the existing
Extension Directory in the application database.
■ Reconcile the database with the switch. This choice follows the same rules
as the daily reconciliation program, described earlier in Table 25, page
371 .
System Programming Results
No information is sent to the switch.
6 2
Screen Results 6 2
The user is returned to the Technician Maintenance menu.
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Extension Directory 6 2
Figure 23 shows the Extension Directory screen. An explanation of its use follows.
(;7(16,21',5(&725<
(;7(16,21
1$0(),567
1$0(/$67
(;7(16,21/$%(/
/2&$7,21
&200(176
&200(176
$33/,&$7,21 >@
$33/,&$7,21 >@
$33/,&$7,21 >@
$33/,&$7,21 >@
$33/,&$7,21 >@
Figure 23.
Extension Directory Screen
■
■
■
Extension. Enter an extension number in this field. To show information available for that extension in the application database, press
( 'LVSOD\ ); the information fills the remaining fields. When the Extension
Directory screen is first accessed after performing an Extension Directory
Setup, only the Extension Label field is filled-in, if the extension is a valid one and a label for it is programmed on the system.
Press ( 'HOHWH ) to delete the information on the extension from the application database. If the extension still exists on the system, the information is restored to the application database the next time the reconciliation program runs.
If the user enters an invalid extension (one that is not in the Extension
Directory), then when he or she finishes with this screen and presses
( 6DYH ), a request for confirmation appears. If the user confirms the entry, the extension is identified as a special-purpose extension. Because
Integrated Administration never adds extensions to the system, the extension appears only in the application database. The Location field is occupied by the word 6SHFLDO . Special-purpose extensions are used for such features as guest mailboxes or group fax extensions, as described later under the AUDIX Voice Power/Fax Attendant User screen, as shown
.
Extension Label. The user can change the information in this field.
Name (first), Name (last), Location, Comments. The user can enter information in these fields, if desired. This information is not sent to the system.
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■ Application 1 through Application 5. The user can add the extension as an AUDIX Voice Power or AUDIX Voice Power/Fax Attendant subscriber by typing $93 or pressing ( &KRLFHV ) and selecting $93 in one of these fields. If Fax Attendant is installed, an AUDIX Voice Power subscriber is automatically a Fax Attendant subscriber as well.
System Programming Results 6 2
When you press ( 6DYH ), the following information is saved and sent to the system. This information replaces existing system programming of the applicable items.
■
■
Extension label(s), if any
Instruction to remove deleted extension(s) from AUDIX Voice Power coverage group (30), if the extensions were added previously as subscribers.
Screen Results 6 2
When finished with the Extension Directory screen, press ( 6DYH ). If either
AUDIX Voice Power or Fax Attendant is installed, the AUDIX Voice Power
User/Fax Attendant User screen appears. Figure 24 on page 381 shows the
AUDIX Voice Power and Fax Attendant User screens. A description of their use follows.
AUDIX Voice Power/Fax Attendant User 6 2
$8',;92,&(32:(586(5
(;7(16,211111
$''86(572$8',;92,&(32:(5&29(5*5283><(612@
$8',;92,&(32:(5%87721180%(5
$8',;92,&(32:(5)$;$77(1'$1786(5
(;7(16,211111
$''86(572$8',;92,&(32:(5&29(5*5283><(612@
$8',;92,&(32:(5%87721180%(5
35,9$7()$;(;7(16,21
Figure 24.
AUDIX Voice Power and AUDIX Voice Power/Fax Attendant User
Screens
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Integrated Administration
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■
■
■
■
Extension. The extension displayed (nnnn) is the one entered in the
Extension Directory screen.
Add User to AUDIX Voice Power Cover Group. Press ( &KRLFHV ) and select \HV or QR .
On initial installation only, this information is passed to the Subscriber screen for AUDIX Voice Power or AUDIX Voice Power/Fax Attendant. This screen is used for programming the applications only. If a user subsequently changes this field, the change is not passed to the
Subscriber screen. This allows two choices to be set independently: the item on the AUDIX Voice Power User or AUDIX Voice Power/Fax
Attendant User screen, which controls the addition of the extension to the coverage group; and the item on the Subscriber screen, which specifies whether AUDIX Voice Power does supervised or unsupervised transfers to the extension. See the AUDIX Voice Power or Fax Attendant System
Manager’s Guide for details.
AUDIX Voice Power Button Number. Enter a button number (1–34) for an
Auto Dial button on the telephone at the extension for the Automated
Attendant calling group. If the specified button is already programmed as a personal line or Pool button, or if it is the only SA or ICOM button on the telephone, the Auto Dial button is not programmed. The Auto Dial button can replace any other button that is already programmed, including an SA,
Shared SA, or ICOM button.
The Auto Dial button programming does not appear in the application database. As a result, if a user returns to this screen, Integrated
Administration does not show the button or prevent the programming of a different button with the same Auto Dial number. To determine which buttons are programmed on an extension, use Inspect at the telephone or from centralized telephone programming.
If the Auto Dial button is to be programmed for the calling group number for
Call Answer or Voice Mail, it must be reprogrammed on the system through either extension programming or centralized telephone programming.
If the user leaves this field blank or enters , no button is programmed.
Private Fax Extension. The user can enter either the system extension of a tip/ring jack connected to a fax machine or a phantom extension. The extension is added (on the system) to the coverage group that sends its calls to AUDIX Voice Power. If the user leaves this field blank or blanks it out, the extension in the Extension field does not receive Fax Attendant services.
Unless a DID line is assigned to an extension for private fax purposes, a personal line must be assigned to the extension, and the extension must be the principal user of that line.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
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No two subscribers can be assigned the same private fax extension.
However, a group of individuals can use the same private fax extension, as follows:
— An extension number that is not a valid extension on the system is assigned as a special-purpose extension, as described earlier under the
Extension Directory screen. This extension is the group fax administrator .
— The special-purpose extension is assigned a private fax extension on the AUDIX Voice Power/Fax Attendant User screen.
— Group members are assigned as Fax Attendant subscribers on the
Extension Directory screen, but are not assigned private fax extensions.
When callers reach the group fax administrator’s private fax extension, they are prompted for the voice extension of the group member to receive the fax. (See the Fax Attendant System Manager’s Guide for instructions about programming voice prompts.)
System Programming Results 6 2
The following instructions are sent to the system:
■
■
■
Add extension(s) to or delete from AUDIX Voice Power coverage group
(30), depending on selection in Add User to AUDIX Voice Power Cover
Group field.
Add Auto Dial button for Automated Attendant calling group (770).
Add private fax extension(s) to, or delete from, AUDIX Voice Power coverage group.
Screen Results 6 2
When finished using the AUDIX Voice Power User or AUDIX Voice Power/Fax
Attendant User screen, press ( 6DYH ). The Subscriber screen appears for
AUDIX Voice Power or AUDIX Voice Power/Fax Attendant. Subscriber screens are used for programming application parameters and do not send any information to the switch.
Access the Subscriber screens by selecting 6XEVFULEHU$GPLQLVWUDWLRQ from the AUDIX Voice Power or AUDIX Voice Power/Fax Attendant menu under the
Integrated Solution III or Integrated Solution Maintenance menu. This method allows information about an existing subscriber to be changed but does not allow the addition of a new subscriber.
System Programming/Switch Admin 6 2
On initial installation of IS III , selecting 6\VWHP3URJUDPPLQJ6ZLWFK$GPLQ from the AUDIX Voice Power or AUDIX Voice Power/Fax Attendant menu brings up the
System Programming/Switch Admin Form screen. Figure 26 on page 384
shows this screen, and a description of its use follows.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Integrated Administration
Issue 1
August 1998
Page 384
On subsequent access , the System Programming/Switch Admin selection brings up the System Programming/Switch Admin Menu screen. Figure 25 shows this menu as it appears with only AUDIX Voice Power installed and as it appears with both AUDIX Voice Power and Fax Attendant installed.
6<67(0352*5$00,1*6:,7&+$'0,10(18
$8720$7('$77(1'$17
&$//$16:(5
)$;5(63216(
,1)250$7,216(59,&(
0(66$*('523
6<67(0352*5$00,1*6:,7&+$'0,1)250
92,&(0$,/
Figure 25.
System Programming/Switch Admin Menu Screen
Note that one of the selections on the System Programming/Switch Admin menu
( Figure 25 ) is System Programming/Switch Admin Form, which brings up the
System Programming/Switch Admin Form screen ( Figure 26 ).
The purpose of this screen is to assign switch (system) extensions to AUDIX
Voice Power and Fax Attendant services. The channel numbers represent physical channels on the AUDIX Voice Power IVP4 or IVP6 board or the Fax
Attendant IFP2 or IFP4 board in the IS III computer.
6<67(0352*5$00,1*6:,7&+$'0,1)250
&+$11(/ (;7(16,216(59,&(
>6(59,&(@
>6(59,&(@
>6(59,&(@
>6(59,&(@
>6(59,&(@
>6(59,&(@
>6(59,&(@
>6(59,&(@
>6(59,&(@
>6(59,&(@
>6(59,&(@
>6(59,&(@
Figure 26.
System Programming/Switch Admin Form Screen
■ Extension. Press ( $GG ) and enter a valid switch extension for the service, or press ( 'HOHWH ) to delete an extension from a service.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Integrated Administration
Issue 1
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Page 385
■ Service. Press ( &KRLFHV ) and select a service from the following list:
— $$ (Automated Attendant). This is the default for all channels. This selection also provides Call Answer and Voice Mail and, if Fax Attendant is installed, Fax Call Answer and Fax Mail services.
— &$ (Call Answer). This also provides Fax Call Answer service if Fax
Attendant is installed.
— )5 (Fax Response). This is available if Fax Attendant is installed.
— ,6 (Information Service)
— 0' (Message Drop)
— 90 (Voice Mail). This also provides Fax Mail service if Fax Attendant is installed.
System Programming Results 6 2
The following information is sent to the system (see “Application Switch Defaults”
on page 370 for details):
■
■
■
■
■
Reliable Disconnect: yes
Delay Ring: 2
Coverage Delay Ring: 3
VMS Transfer Return Interval: 6
Transfer Return Time: 6
Described below are the service-specific instructions sent to the system for the services selected.
If $XWRPDWHG$WWHQGDQW is selected:
■ Add the label $8',;93 to, or delete it from, the Automated Attendant extension(s).
■ Add the label $8',;93 to Automated Attendant calling group (770) when the first Automated Attendant extension is added, or delete the label when the last Automated Attendant extension is deleted.
■ Set the group type to Integrated VMI for the Automated Attendant calling group when the first Automated Attendant extension is added; or set it to
Auto Logout when the last Automated Attendant extension is deleted.
■
■
■
Set the hunt group type to Circular for the Automated Attendant calling group when the first Automated Attendant extension is added.
Add Automated Attendant extension(s) to, or delete them from, the
Automated Attendant calling group.
Add Automated Attendant extension(s) to, or delete them from, the Night
Service exclusion list.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
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■
■
■
■
Add the AUDIX Voice Power coverage group (30) to the Automated
Attendant calling group when the first Automated Attendant extension is added; or delete it from the calling group when the last Automated
Attendant extension is deleted.
Delete all lines from the Automated Attendant calling group when the last
Automated Attendant extension is deleted and Automated Attendant is set for immediate call-handling operation.
Delete the backup operator from the AUDIX Voice Power coverage group when the last Automated Attendant extension is deleted and Automated
Attendant is set for delayed call-handling operation.
Delete the AUDIX Voice Power coverage group from Night Service group for the affected operator when the last Automated Attendant extension is deleted and Automated Attendant is set for Night Service operation.
If &DOO$QVZHU is selected:
■ Add the label $8',;93 to, or delete it from, Call Answer extension(s).
■ Add the label $8',;93 to Call Answer calling group (7926) when the first
Call Answer extension is added, or delete the label when the last Call
Answer extension is deleted.
■ Set the group type to Integrated VMI for the Call Answer calling group when the first Call Answer extension is added, or set it to Auto Logout when the last Call Answer extension is deleted.
■
■
■
Set the hunt group type to Circular for the Call Answer calling group when the first Call Answer extension is added.
Add the Call Answer extension(s) to, or delete them from, the Call Answer calling group.
Add the Call Answer extension(s) to, or delete them from, the Night Service exclusion list.
Because Call Answer is typically not assigned as the only service in a system, the
AUDIX Voice Power coverage group (30) is not assigned to the Call Answer calling group. If Call Answer is to be the only service, the AUDIX Voice Power coverage group must be assigned to the Call Answer calling group through system programming. Use either the programming console or System
Programming and Maintenance (SPM).
If )$;5HVSRQVH is selected:
■ Add the label $93)$ to, or delete it from, Fax Response extension(s).
■ Add the label $93)$ to the Fax Response calling group (7924) when the first Fax Response extension is added, or delete the label when the last
Fax Response extension is deleted.
■ Set the group type to Integrated VMI for the Fax Response calling group when the first Fax Response extension is added, or set it to Auto Logout when the last Fax Response extension is deleted.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Integrated Administration
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■
■
■
Set the hunt group type to Circular for the Fax Response calling group when the first Fax Response extension is added.
Add Fax Response extension(s) to, or delete extension(s) from, the Fax
Response calling group.
Delete all lines from the Fax Response calling group when the last Fax
Response extension is deleted.
If ,QIRUPDWLRQ6HUYLFH is selected:
■ Add the label $8',;93 to, or delete it from, the Information Service extension(s).
■ Add the label $8',;93 to the Information Service calling group (7927) when the first Information Service extension is added, or delete the label when the last Information Service extension is deleted.
■ Set the group type to Integrated VMI for the Information Service calling group when first the Information Service extension is added, or set it to
Auto Logout when the last Information Service extension is deleted.
■
■
■
Set the hunt group type to Circular for the Information Service calling group when the first Information Service extension is added.
Add Information Service extension(s) to, or delete them from, the
Information Service calling group.
Delete all lines from the Information Service calling group when the last
Information Service extension is deleted.
If 0HVVDJH'URS is selected:
■ Add the label $8',;93 to, or delete it from, the Message Drop extension(s).
■ Add the label $8',;93 to the Message Drop calling group (7928) when the first Message Drop extension is added, or delete the label when the last
Message Drop extension is deleted.
■ Set the group type to Integrated VMI for the Message Drop calling group when the first Message Drop extension is added, or set it to Auto Logout when the last Message Drop extension is deleted.
■
■
■
Set the hunt group type to Circular for the Message Drop calling group when the first Message Drop extension is added.
Add Message Drop extension(s) to, or delete them from, the Message
Drop calling group.
Delete all lines from the Message Drop calling group when the last
Message Drop extension is deleted.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
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If 9RLFH0DLO is selected:
■ Add the label $8',;93 to, or delete it from, Voice Mail extension(s).
■ Add the label $8',;93 to Voice Mail calling group (7925) when first Voice
Mail extension is added; or delete the label when last Voice Mail extension is deleted.
■ Set the group type to Integrated VMI for the Voice Mail calling group when the first Voice Mail extension is added, or set it to Auto Logout when the last Voice Mail extension is deleted.
■
■
■
■
■
Set the hunt group type to Circular for Voice Mail calling group.
Add Voice Mail extension(s) to, or delete them from, the Voice Mail calling group.
Add Voice Mail extension(s) to, or delete them from, the Night Service exclusion list.
If Automated Attendant is not selected, add the AUDIX Voice Power coverage group (30) to the Voice Mail calling group when the first Voice
Mail extension is added.
Delete all lines from the Voice Mail calling group when the last Voice Mail extension is deleted.
Screen Results 6 2
During the initial installation of IS III , after services have been selected from the
System Programming/Switch Admin Form screen, the program steps through the
applicable screens shown in Figures 24
through 36 , depending on the services
selected.
On subsequent access , after services have been selected from the System
Programming/Switch Admin Form screen, the AUDIX Voice Power or AUDIX
Voice Power/Fax Attendant menu returns. The user can then individually access
the screens shown in Figures 26
through 36 through selections on the System
Programming/Switch Admin Menu screen, shown in Figure 27 . (This menu
displays the selection )$;5HVSRQVH only if Fax Attendant is installed.)
The following screen choices are discussed in the sections below:
■
■
■
■
■
■
■
System Programming/Switch Admin Form
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Integrated Administration
Issue 1
August 1998
Page 389
6<67(0352*5$00,1*6:,7&+$'0,10(18
$8720$7('$77(1'$17
&$//$16:(5
)$;5(63216(
,1)250$7,216(59,&(
0(66$*('523
6<67(0352*5$00,1*6:,7&+$'0,1)250
92,&(0$,/
Figure 27.
System Programming/Switch Admin Menu Screen
Automated Attendant 6 2
If a user chooses $XWRPDWHG$WWHQGDQW from the System Programming/Switch
Admin Form screen during installation or from the System Programming/Switch
Admin menu on subsequent access, the screen shown in Figure 28 appears.
&+$11(/6
(;7(16,216
$8720$7('$77(1'$1786$*(
$8720$7('$77(1'$17
11 11 1111
11111111 11111111
>@
Figure 28.
Automated Attendant Screen
■
■
Channels and Extensions. The values displayed are those entered for
Automated Attendant on the System Programming/Switch Admin Form screen.
Automated Attendant Usage. Press ( &KRLFHV ) and select ,PPHGLDWH ,
'HOD\HG , or 1LJKW6HUYLFH .
System Programming Results
The following instructions are sent to the system:
■
■
6
Delete all lines from the Automated Attendant calling group (770) if
Automated Attendant usage has been changed from Immediate to Delayed or Night Service.
Delete the backup operator from the AUDIX Voice Power coverage group
(30) if Automated Attendant usage has been changed from Delayed to
Immediate or Night Service.
2
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
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■ Delete the AUDIX Voice Power coverage group from the Night Service
group for affected operators (see Figure 31 on page 392
) if Automated
Attendant usage has been changed from Night Service to Immediate or
Delayed.
Screen Results
After the Automated Attendant screen, press ( 6DYH ). If Automated Attendant
Usage has been changed, one of the following screens appears, depending on the selection in the Automated Attendant Usage field:
6 2
■
■
■
Automated Attendant: Immediate Call-Handling ( Figure 29 )
Automated Attendant: Delayed Call-Handling ( Figure 30 )
Automated Attendant: Night Service ( Figure 31 )
If Automated Attendant usage has not been changed, on initial installation the screen for the next service selected on the System Programming/Switch Admin
Form screen appears (see Figures 32
On subsequent access, the
System Programming/Switch Admin menu returns.
Automated Attendant: Immediate Call-Handling 6 2
&+$11(/6
(;7(16,216
/,1(6322/6
$8720$7('$77(1'$17,00(',$7(&$//+$1'/,1*
11111111
1111111111111111
Figure 29.
Automated Attendant: Immediate Call-Handling Screen
■
■
Channels and Extensions. The values displayed are those entered for
Automated Attendant on the System Programming/Switch Admin Form screen.
Lines/Pools. Press ( $GG ) or ( 'HOHWH ) to add or delete a line or pool for this service. A pop-up window appears for entry of a line or pool number.
System Programming Results. Add lines to and/or delete lines from Automated
Attendant calling group (770).
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Integrated Administration
Issue 1
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Screen Results. On initial installation, the screen for the next service selected on
the System Programming/Switch Admin Form screen appears (see Figures 32
On subsequent access, the System Programming/Switch Admin menu returns.
Automated Attendant: Delayed Call-Handling
■ Channels and Extensions. The values displayed are those entered for
Automated Attendant on the System Programming/Switch Admin Form screen.
6 2
■ Backup Operator Extension. For delayed call handling, enter a phantom extension that has already been programmed on the system and assigned as an operator position through system programming. The phantom operator has the default configuration of lines assigned to it: the first 32 lines for a phantom analog extension, or the first 18 lines for a phantom
MLX extension. If these are not the lines for which backup operation is desired, the assignments must be reprogrammed through system programming.
The phantom operator must also be added as an AUDIX Voice Power
subscriber on the Extension Directory screen, Figure 23 on page 380
.
If a user either blanks out this field to delete the phantom operator or changes Automated Attendant operation to Immediate or Night Service on the Automated Attendant screen, the extension should also be deleted as a subscriber on the Extension Directory screen to maintain consistency between the application database and the switch.
$8720$7('$77(1'$17'(/$<('&$//+$1'/,1*
&+$11(/6
(;7(16,216
%$&.8323(5$725(;7(16,21
11111111
1111111111111111
Figure 30.
Automated Attendant: Delayed Call-Handling Screen
System Programming Results. Add backup operator to, or delete it from, AUDIX
Voice Power coverage group (30).
Screen Results. On initial installation , the screen for the next service selected on
the System Programming/Switch Admin Form screen appears (see Figures 32
On subsequent access , the System Programming/Switch Admin menu returns.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Integrated Administration
Automated Attendant: Night Service
Issue 1
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Page 392
6 2
$8720$7('$77(1'$171,*+76(59,&(
&+$11(/6 1111
(;7(16,216 11111111
1,*+76(59,&(23(5$7256
Figure 31.
Automated Attendant: Night Service Screen
■
■
Channels and Extensions. The values displayed are those entered for
Automated Attendant on the System Programming/Switch Admin Form screen.
Night Service Operators. Press ( $GG ) or ( 'HOHWH ) to add or delete an operator. A pop-up window appears for entry of an operator extension.
At least one operator must be added or deleted.
System Programming Results. Add Automated Attendant calling group (770) to, or delete it from, the Night Service group for operator(s) entered.
Screen Results. On initial installation, the screen for the next service selected on
the System Programming/Switch Admin Form screen appears (see Figures 32
On subsequent access, the System Programming/Switch Admin Menu screen returns.
Call Answer 6 2
If a user either chooses &DOO$QVZHU or $XWRPDWHG$WWHQGDQW as a service on the
System Programming/Switch Admin Form screen during initial installation, or selects &DOO$QVZHU from the System Programming/Switch Admin menu on
subsequent access, the screen shown in Figure 32 appears.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Integrated Administration
&+$11(/6
(;7(16,216
/,1(6322/6
&$//$16:(5
11111111
1111111111111111
Issue 1
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Page 393
Figure 32.
Call Answer Screen
■
■
Channels and Extensions. The values displayed are those entered for
Call Answer or Automated Attendant on the System Programming/Switch
Admin Form screen.
Lines/Pools. Press ( $GG ) or ( 'HOHWH ) to add or delete a line or pool for this service. A pop-up window appears for entry of a line or pool number.
System Programming Results
Add lines to, and/or delete lines from, Call Answer calling group (7926).
6 2
Screen Results
On initial installation, the screen for the next service selected on the System
Programming/Switch Admin Form screen appears (see Figures 33
6 2
On subsequent access, the System Programming/Switch Admin menu returns.
Fax Response 6 2
If )$;5HVSRQVH either is chosen as a service on the System Programming/Switch
Admin Form screen during initial installation or is selected from the System
Programming/Switch Admin menu on subsequent access, the screen shown in
■
■
Channels and Extensions. The values displayed are those entered for
Fax Response on the System Programming/Switch Admin Form screen.
Lines/Pools. Press ( $GG ) or ( 'HOHWH ) to add or delete a line or pool for this service. A pop-up window appears for entry of a line or pool number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Integrated Administration
&+$11(/6
(;7(16,216
/,1(6322/6
)$;5(63216(
11111111
1111111111111111
Issue 1
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Figure 33.
Fax Response Screen
System Programming Results
Add lines to, and/or delete lines from, Fax Response calling group (7924).
6 2
Screen Results
On initial installation, the screen for the next service selected on the System
Programming/Switch Admin Form screen appears (see Figures 26 through 28).
6 2
On subsequent access, the System Programming/Switch Admin menu returns.
Information Service 6 2
If a user either selects ,QIRUPDWLRQ6HUYLFH as a service on the System
Programming/Switch Admin Form screen during initial installation or selects it from the System Programming/Switch Admin menu on subsequent access, the
screen shown in Figure 34 appears.
■
■
Channels and Extensions. The values displayed are those entered for
Information Service on the System Programming/Switch Admin Form screen.
Lines/Pools. Press ( $GG ) or ( 'HOHWH ) to add or delete a line or pool for this service. A pop-up window appears for entry of a line or pool number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Integrated Administration
&+$11(/6
(;7(16,216
/,1(6322/6
,1)250$7,216(59,&(
11111111
1111111111111111
Issue 1
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Page 395
Figure 34.
Information Service Screen
System Programming Results
Add lines to, and/or delete lines from, Information Service calling group (7927).
6 2
6 2 Screen Results
On initial installation, the screen for the next service selected on the System
Programming/Switch Admin Form screen appears (see Figures 35 and 36 ).
On subsequent access, the System Programming/Switch Admin menu returns.
Message Drop 6 2
If a user either chooses 0HVVDJH'URS as a service on the System
Programming/Switch Admin Form screen during initial installation or selects it from the System Programming/Switch Admin menu on subsequent access, the
screen shown in Figure 35 appears.
■
■
Channels and Extensions. The values displayed are those entered for
Message Drop on the System Programming/Switch Admin Form screen.
Lines/Pools. Press ( $GG ) or ( 'HOHWH ) to add or delete a line or pool for this service. A pop-up window appears for entry of a line or pool number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Integrated Administration
&+$11(/6
(;7(16,216
/,1(6322/6
0(66$*('523
11111111
1111111111111111
Issue 1
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Page 396
Figure 35.
Message Drop Screen
System Programming Results
Add lines to, and/or delete lines from, Message Drop calling group (7928).
Screen Results
On initial installation, the screen for the next service selected on the System
Programming/Switch Admin Form screen appears (see Figure 36 ).
On subsequent access, the System Programming/Switch Admin menu returns.
6 2
6 2
Voice Mail 6 2
If a user either chooses 9RLFH0DLO or $XWRPDWHG$WWHQGDQW as a service on the
System Programming/Switch Admin Form screen during initial installation or selects 9RLFH0DLO from the System Programming/Switch Admin menu on subsequent access, the screen shown in Figure 36 appears.
&+$11(/6
(;7(16,216
/,1(6322/6
92,&(0$,/
11111111
1111111111111111
Figure 36.
Voice Mail Screen
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
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■
■
Channels and Extensions. The values displayed are those entered for
Voice Mail or Automated Attendant on the System Programming/Switch
Admin Form screen.
Lines/Pools. Press ( $GG ) or ( 'HOHWH ) to add or delete a line or pool for this service. A pop-up window appears for entry of a line or pool number.
System Programming Results
Add lines to, and/or delete lines from, Voice Mail calling group (7925).
6 2
Screen Results
After the Voice Mail screen, the System Programming/Switch Admin menu returns.
6 2
Considerations and Constraints 6 2
In Release 4.1 and later systems, Integrated Administration cannot be used to
program some AUDIX Voice Power options. See “Integrated Administration in
Release 4.1 and Later Systems” on page 369
for details.
Integrated Administration never adds or changes extensions on the switch. When the application database is reconciled with the system extension database, the system information is always assumed to be correct.
In a system with Integrated Solution III Version 1.0 or 1.1, use the System
Renumbering feature cautiously. When this feature is used, all users’ messages and greetings that have been renumbered may be erased from AUDIX Voice
Power when the automatic reconciliation program runs at 3:00 a.m. (The reconciliation program is disabled in Integrated Solution III Version 1.2.)
When Integrated Administration is sending information to the system, users are blocked from entering system programming at the console or through SPM until
Integrated Administration is finished. Similarly, if the console or SPM is being used for system programming, Integrated Administration is blocked from sending information to the system until system programming is finished.
While Integrated Administration is sending information to the system about an extension or line/trunk, that extension or line/trunk is forced idle.
For coverage by AUDIX Voice Power to work properly, the values programmed for the transfer return time and the VMS transfer return interval each must be greater than the total of the values programmed for the Coverage Delay Interval and the
Delay Ring.
Fax Attendant cannot be installed as a standalone application, but only in conjunction with AUDIX Voice Power.
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If an AUDIX Voice Power mailbox is needed for a person with no telephone, a phantom extension (on the system) or special-purpose extension (through
Integrated Administration) must be assigned to that person.
The date and time should be set the same for AUDIX Voice Power as for the system.
Mode Differences 6 2
AUDIX Voice Power (including Fax Attendant) is not supported in Behind Switch mode.
Feature Interactions
Coverage
Group Calling
Labeling
Night Service
6 2
AUDIX Voice Power and private fax extensions are automatically assigned to coverage group 30, which is covered by the AUDIX Voice
Power calling group. This assignment can be changed by a qualified technician using the Application Switch Defaults screen.
If the Automated Attendant service is configured for delayed call handling, a backup (phantom) extension should be assigned and Integrated
Administration sets up coverage for it.
The total of the value programmed for the systemwide Coverage Delay
Interval (Release 4.0 and prior systems) or for the extension-by-extension coverage delay settings (Release 4.1 and later systems) and the value for the Delay Ring should be less than either the transfer return time or the
VMS transfer return interval.
See “Integrated Administration in Release 4.1 and Later Systems” on
page 369 for information about using Integrated Administration with coverage timer changes implemented in Release 4.1 and later systems.
AUDIX Voice Power services and the Fax Response service are set up as members of dedicated calling groups. Integrated Administration sets up the necessary calling groups with the applicable options for correct operation of these services.
See “Integrated Administration in Release 4.1 and Later Systems” on
page 369 for information about using Integrated Administration with
Group Calling settings in Release 4.1 and later systems.
Names entered on the Extension Directory screen are sent to the switch and appear on system programming labeling screens on the programming console or in SPM. Names entered appear on the
Extension Directory screen after Extension Directory setup is completed.
Labels are added to lines and calling groups, as appropriate, when services are selected through Integrated Administration.
The Automated Attendant service can be used for Night Service operation. The necessary system programming options can be set through Integrated Administration.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Integrated Administration
Ringing Options
System
Renumbering
Transfer
Issue 1
August 1998
Page 399
The total of the value programmed for Delay Ring and the value programmed for Coverage Delay Interval should be less than either the transfer return time or the VMS transfer return interval. These values are shown on the Application Switch Defaults screen.
System renumbering can be done only through system programming.
Integrated Administration never sends system numbering information to the system.
Both the transfer return time and the VMS transfer return interval should be greater than the total of the value programmed for Delay Ring and the value programmed for the Coverage Delay Interval. These values are shown on the Application Switch Defaults screen.
See “Integrated Administration in Release 4.1 and Later Systems” on
page 369 for information about setting the transfer return time and the
VMS transfer return interval in Release 4.1 and later systems.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Labeling
Labeling
6 2
Issue 1
August 1998
Page 400
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Maximums
System Directory Labels
Extension Labels
Line/Trunk Labels
Calling Group Labels
Posted Messages
Factory Settings
Posted Messages
6 2
Telephone users, operators
Dial Plan, Direct Group Calling Information, Extension
Directory, Group Coverage Information, Label Information,
Operator Information, System Directory
All
Display telephones
●
Create, change, or delete System Directory listings:
More
→
/DEHOLQJ
→
'LUHFWRU\
→
6\VWHP
●
Assign extension labels:
More
→
/DEHOLQJ
→
'LUHFWRU\
→
([WHQVLRQ
●
Create, change, or delete Personal Directory listings:
More
→
/DEHOLQJ
→
'LUHFWRU\
→
3HUVRQDO
●
Assign outside line/trunk labels:
More
→
/DEHOLQJ
→
/LQHV7UXQNV
●
Assign calling group labels:
More
→
/DEHOLQJ
→
*US&DOOLQJ
●
Create, change, or delete posted messages:
More
→
/DEHOLQJ
→
3RVW0HVVDJH
11 characters for each label
7 characters for each label
7 characters for each label
7 characters for each label
16 characters for each message
20 messages
1 fixed message
9 preset but modifiable messages
10 blank custom messages available for customer use
Description 6 2
Through the use of the Labeling feature, the system manager can program the system to provide identification information (called labels ) and posted messages on display telephones. Alphanumeric labels can be assigned to the following:
■
System Directory Listings. To identify the company or person associated with a specific System Speed Dial number. This information appears when a user activates the System Directory.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Labeling
Issue 1
August 1998
Page 401
■
■
■
■
■
Extension Directory Listings. To identify the name of a person or room
(for example, a conference room) associated with an extension. This information displays when a user receives an inside call, when a co-worker leaves a message, or when a user accesses the Extension Directory.
Personal Directory Listings. To identify the name of the person or business associated with a frequently called personal number. This information is displayed when an MLX-20L user accesses a Personal
Directory.
Outside and Tandem Lines/Trunks. To identify the type of line/trunk (for example, WATS or tie), the telephone number, or the department to which the line/trunk belongs. This information displays when a user makes or receives a call.
Calling Groups. To identify the group. This information is displayed when a group member answers a group call.
Non-Local UDP Extensions (Release 6.0 and later systems, Hybrid/PBX mode only). Depending upon display preference settings and trunk type, the alphanumeric label for non-local network extensions can appear on the displays for incoming calls to MLX display telephones. For additional
information, see “Uniform Dial Plan Features” on page 710
on page 247 .
Integrated Administration (see
page 367 ) downloads extension, outside line/trunk, and calling group labels to applications such as AUDIX Voice Power and Fax
Attendant System. They can be assigned once in Integrated Administration for both the application and the system.
Labeling is also used to create messages that can be posted to a caller with a display telephone to explain why a person is not answering his or her telephone.
Each posted message has a number. To post a message, enter the message
number. Table 27 lists the factory-set posted messages and their numbers. When
another user with a display telephone calls, the message is displayed on the
caller’s telephone. (See “Messaging” on page 415
for additional information about how to post a message.)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Labeling
Table 27. Factory-Set Posted Messages and Their Codes
Number
01
02
03
04
05
06
07
08
09
10
11–20
Message
'2127',6785% (not modifiable in Release 2.0 and later systems, modifiable in earlier releases)
28772/81&+ (modifiable)
$7+20( (modifiable)
2876,&.
(modifiable)
,1$0((7,1* (modifiable)
,1$&21)(5(1&( (modifiable)
:,7+$&/,(17 (modifiable)
:,7+$&86720(5 (modifiable)
$:$<)520'(6.
(modifiable)
287$//'$< (modifiable)
&8672006* , , ... (for customer-created messages)
Issue 1
August 1998
Page 402
Considerations and Constraints 7 2
If a label is assigned to the extension, the MLX telephone user sees the label, the extension number, and the posted message, for example, 67(9(%([W287
72/81&+ . If a label is not assigned to an extension and a caller dials that extension, the telephone’s extension number is displayed (instead of the user’s name), along with any posted messages. For example, an MLX display telephone user sees ([W28772/81&+ .
If labels have not been assigned to operator extensions, display telephone users see 2SHUDWRU and the operator’s extension number when receiving a call from the operator.
If labels have not been assigned to outside lines/trunks, display users see the factory-set label, 2876,'( and the line/trunk number (such as 7UN ), when an outside call is made or received. With AT&T’s INFO2 ANI service, another PRI calling party number service, or a calling number identification service and 800
GS/LS-ID module (loop-start lines only), the information displayed also identifies the number of the caller (MLX display telephones only).
NOTE:
The availability of the caller identification information may be limited by local-serving (caller’s) jurisdiction, availability, or central office equipment.
Programmed labels cannot be shown on nondisplay telephones or on single-line telephones.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Labeling
Issue 1
August 1998
Page 403
Labels that are programmable by a user are displayed in all capital letters.
Labels can contain capital letters, numbers, and eight types of characters: ampersands (&), dashes (-), spaces, periods (.), commas (,), apostrophes(’), stars
(*), and pound signs (#).
Telephone Differences 7 2
Multiline Telephones 7 2
Only MLX-20L telephone users can have Personal Directories. Labels for the entries in this directory can be programmed by the system manager, using system programming, or by the MLX-20L telephone user at the extension.
Feature Interactions
Directories
Do Not Disturb
Group Calling
Integrated
Administration
Messaging
7 2
An MLX extension programmed as a CTI link (Release 5.0 and later systems) is automatically assigned the Extension Directory label
&7,/,1.
. This label can be changed using the Labeling feature.
Labeling is used to enter the names of the persons or businesses associated with the System Speed Dial numbers stored as listings in the
System Directory. It is also used to enter the names of people, groups, and locations associated with the extensions in the system stored as listings in the Extension Directory. Labeling is used to enter the telephone numbers and label information associated with Personal Directories on
MLX-20L telephones, and this information also can be programmed by the user at the extension.
Posted message 01, '2127',6785% , is modifiable prior to Release 2.0.
Starting with Release 2.0, when an MLX user activates the Do Not Disturb feature, the Do Not Disturb message is automatically posted. Therefore, in Release 2.0 and later systems, this posted message is not allowed to be changed. (The message may be posted even if the user does not activate Do Not Disturb.)
An alphanumeric label can be assigned to the calling group. The label is displayed when a group member answers a group call or when an MLX display telephone user presses the Inspct button and an Auto Dial button programmed with the calling group’s extension number.
Extension, line/trunk, and calling group labels are shared with certain applications. The extension labels may be entered or updated in
Integrated Administration, affecting both the system and the applications.
The labels stored in the Extension Directory appear on MLX display telephones when users send each other messages. Messages include the name (the 7-character label) of the user who sent the message and the time and day the user called. Posted messages are created and changed by using Labeling.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Labeling
Speed Dial
UDP Features
Issue 1
August 1998
Page 404
The telephone numbers associated with System Speed Dial codes are entered by using the programming screens to program labels for System
Directory listings.
For incoming calls, the alphanumeric label and/or extension number for non-local dial plan extensions appears on local system MLX displays according to display preference programming. This feature works only when PRI tandem trunks convey the calls.
When operators make intersystem calls, you should relabel the default
23(5$75 label to distinguish operators in different systems.
The system supports the display of DEFINITY ECS or DEFINITY
ProLogix Solutions extension labels, although long DEFINITY ECS or
DEFINITY ProLogix Solutions labels may be truncated on MERLIN
LEGEND Communications System MLX displays, which support a maximum of seven characters for name labels and seven characters for extension number labels.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Language Choice
Language Choice
7 2
Issue 1
August 1998
Page 405
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Feature Codes
English
French
Spanish
System Programming
Factory Settings
System Language
Extension Language
SMDR Report Language
Programming Report
Language
SPM Language
7 2
Telephone users, operators, system manager
Extension Information, SMDR, System Information
( 6\V6HWXS )
All
MLX telephones only
●
Select a language for the entire system:
More
→
/DQJXDJH
→
6\VWHP/DQJ
●
Select a language for an extension:
More
→
/DQJXDJH
→
([WHQVLRQV
●
Select a language for SMDR headers:
More
→
/DQJXDJH
→
60'5
●
Select a language for printing programming reports:
More
→
/DQJXDJH
→
3ULQWHU
English
English
English
English
English
NOTE:
Language choice is available with Release 1.1 and later systems.
Description 7 2
Since Release 1.1, the system supports system operation and programming in three languages: English, French, and Spanish. This enables system managers and MLX telephone users to customize aspects of the system for their linguistic convenience.
■
The system manager can program the entire system to operate in English,
French, or Spanish, including MLX prompts and displays, SMDR headings, and system programming reports.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Language Choice
Issue 1
August 1998
Page 406
■
■
■
■
The system manager can program specific extensions or consecutive blocks of extensions in English, French, or Spanish as necessary. In addition, an individual MLX telephone user can choose the language most appropriate for his or her own extension.
The system manager can program SMDR report headers, the headings, and text of system programming reports to be printed in English, French, or
Spanish.
A user of SPM software can select English, French, or Spanish as the language for SPM’s displays and messages.
MLX-5D, MLX-10D, MLX-16DP, MLX-20L, and MLX-28D display telephones and MLX-10 and MLX-5 nondisplay telephones can be obtained with factory-imprinted buttons in English, French, Hungarian, or
Spanish.
System Language 7 2
Through system programming, the system manager selects a language for the entire system, determining the language used for all MLX telephone displays,
SMDR headings, system programming reports, and maintenance displays.
Extension Language 7 2
MLX telephones can operate in English, French, or Spanish, independently of the system language. The language for an extension is chosen either by the system manager through system programming or by a user at the extension. This setting also controls the Reminder and Alarm Clock features on MLX telephones, using a
12-hour clock on telephones operating in English and a 24-hour clock on telephones operating in French or Spanish.
After the user selects a language, the choice is confirmed on Line 2 of MLX display telephones. If the choice is English, the display shows the words In
English . If the choice is French, the display shows the words En français . If the choice is Spanish, the display shows the words En español .
After five seconds, Line 2 changes, displaying the date and time. In English, the date is shown as month day ; the time is shown in 12-hour format (a.m. or p.m.). In
French and Spanish, the date is shown as day month ; the time is shown in
24-hour format. At MLX nondisplay telephones, the only effect of this selection is a different time format (12-hour clock versus 24-hour clock), required when dialing times for the Reminder feature.
SMDR Report Language 7 2
Through system programming, SMDR reports can be printed with headers in
English, French, or Spanish, regardless of the language selected for the system or for SPM.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Language Choice
Issue 1
August 1998
Page 407
Programming Report Language 7 2
Through system programming, programming reports can be printed in English,
French, or Spanish, regardless of the language selected for the system or for
SPM.
SPM Language 7 2
Unlike the SMDR and programming report languages, which are selected through system programming, the SPM language is selected by the SPM user. When the software is first installed, the user is prompted (in English) for line speed, color or black-and-white monitor, and other configuration options. These selections are stored in a system-created configuration file c:\spm\ams.cfg (DOS version) or
/usr/ams/ams.cfg (UNIX System version). The language selection made at this time determines whether SPM menus, pop-up windows, and other messages are presented in English, French, or Spanish. A second language selection option on the SPM screen affects messages from the control unit to SPM and controls the
7-line by 24-character console-simulation window for the duration of the session.
These two language options operate independently of each other. An SPM user, for example, can select English for one and French for the other.
The following discussion refers to the language specified in the SPM configuration files as the PC language and the language used by the control unit as the console window language .
PC Language
Once a PC language is chosen at initial installation, that selection is written into the configuration file and becomes the default language. Invoking SPM calls that particular language selection. If a user wishes to specify a different language, he or she can do so using the -l option as follows:
7 2 spm -l english spm -l french spm -l spanish
Note that the option is a lowercase letter L, not the number 1. Use of the -l option changes the language attribute in the SPM configuration file. The language specified becomes the new PC language, used whenever SPM is started without the -l option.
Console Window Language 7 2
Because the console window language selection is made only after the selection of the PC language, the language used in the 7-line by 24-character console simulation window always defaults to the PC language. However, by pressing and making a selection, the SPM user can select a different language for this window for the duration of the current session.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Language Choice
Issue 1
August 1998
Page 408
Considerations and Constraints 7 2
After a System Reset (cold start), the system language reverts to the default setting, English.
In a system release prior to Release 1.1, if a user attempts to set the language on a telephone, he or she hears a reorder tone or an error beep.
When the system and extension language selections are different, the extension language takes precedence.
Telephone Differences 7 2
Multiline Telephones 7 2
Language choice is supported only on MLX telephones.
Because the extension language takes precedence over the system language,
Alarm Clock (display telephones only) and Reminder differ, depending on the language used at an extension. When the extension language is set for English or the system language has been set for English and no extension language selection has been programmed, MLX telephone users set the Alarm Clock and
Reminder features using 12-hour time (a.m. or p.m.). When the extension language is French or Spanish, or the system language is set for French or
Spanish and no extension language has been chosen, the MLX telephone user sets the Alarm Clock and Reminder features using 24-hour time. Language choice affects only the Reminder feature on MLX-10 and MLX-5 nondisplay telephones.
Feature Interactions
Alarm Clock and
Reminder Service
7 2
Enter the time settings for Alarm Clock and Reminder according to the language selection governing the extension. If the language selection is
English, the time setting for Alarm Clock and Reminder must be entered in 12-hour format (0100–1259) followed by either a $ for a.m. or a 3 for p.m. If the governing language selection is French or Spanish, the time setting must be entered in 24-hour format (0000–2359).
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Last Number Dial
Last Number Dial
7 2
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Code
Feature Code
MLX Display Label
Maximums
Issue 1
August 1998
Page 409
7 2
Telephone users, operators, data users
Extension Information
All
All except QCC
/DVW1XP'LDO>/DVW@
1 Last Number Dial button for each multiline telephone
16 digits saved by Last Number Dial
Description 7 2
Last Number Dial automatically saves the last number dialed from an extension and allows the user to call the number again without manually redialing. The number is saved even if the called party answers.
The number saved is any extension or telephone number dialed in any of the following ways:
■
■
Manually dialing the complete number on the dialpad
Dialing the number using a Personal Speed Dial code
■
■
Dialing a number using a programmed outside Auto Dial button
Dialing a number using a programmed Saved Number Dial button
Each time a user dials a new number using any of these methods, the old number saved for Last Number Dial is erased and replaced with the new number.
Considerations and Constraints 7 2
Only one Last Number Dial button can be programmed on each multiline telephone.
A maximum of 16 digits is saved by Last Number Dial.
Because the type of line button used to make the call (personal line, SA, or ICOM) is not stored, the user must select the appropriate line button before using Last
Number Dial to redial a number.
Last Number Dial saves whatever you dial, whether or not the number is valid.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Last Number Dial
Issue 1
August 1998
Page 410
If you dial a telephone number and, after the call is connected, dial additional digits, such as an account number or password, Last Number Dial saves all digits, including those dialed after the call is connected. In addition, if someone other than the owner of a display telephone presses the Last Number Dial button, all dialed digits are shown on the display, including confidential information such as passwords or account codes.
Last Number Dial does not store numbers dialed through an Extension, Personal, or System Directory, an inside Auto Dial button, a System Speed Dial code, or a
DSS button.
If the number is dialed using an outside Auto Dial button or Personal Speed Dial code and includes a special character such as Pause or Stop, the special character does not work when the number is redialed using Last Number Dial.
Mode Differences 7 2
Behind Switch 7 2
In Behind Switch mode, when a user manually dials an outside number that includes a dial-out code (for example, an ARS or pool dial-out code) required by the host system, the pauses to wait for dial tone required by some host systems are not automatically stored for Last Number Dial. As a result, a user may either hear a fast busy signal or reach a wrong number when using Last Number Dial.
Key Mode 7 2
Analog multiline telephones in Key mode can use Last Number Dial only if a
Feature button is programmed. This Feature button is used instead of the button to activate the feature code.
Telephone Differences 7 2
Queued Call Consoles
Last Number Dial cannot be used on QCCs.
7 2
Other Multiline Telephones 7 2
To redial a number using Last Number Dial on a multiline telephone, select the appropriate personal line (outside line) or SA button for the call. Then either press the programmed Last Number Dial button, or press the Feature button and dial
. The number saved by the feature is dialed automatically. On MLX display telephones, press the Feature button and select /DVW1XP'LDO [ /DVW ] from the display.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Last Number Dial
Issue 1
August 1998
Page 411
Single-Line Telephones 7 2
To redial a number using Last Number Dial, lift the handset (the telephone must connect to an SA or ICOM line), and then dial . The number that was last dialed is redialed automatically.
Feature Interactions 7 2
Authorization Code After activating the Authorization Code feature, Last Number Dial cannot be used. Once the Authorization Code feature is deactivated, Last
Number Dial can be used; it contains the last number dialed before the
Authorization Code feature was activated.
Auto Dial Last Number Dial does not store numbers dialed using an inside Auto Dial button. If a number containing special characters is dialed using an outside Auto Dial button, the special characters do not work when the number is redialed using Last Number Dial.
Digital Data Calls
Direct Station
Selector
Directories
Terminal adapters can use Last Number Dial by dialing the Last Number
Dial feature code. Last Number Dial can be activated by video systems that can dial strings and feature codes that begin with #.
An extension number dialed by pressing a DSS button is not stored for
Last Number Dial.
Last Number Dial does not store a number dialed using a Personal,
Extension, or System Directory.
Display
HotLine
Inspect
When a user presses a programmed Last Number Dial button, the digits appear on the display as if the user were dialing them from the dialpad.
Last Number Dial is not available at HotLine extensions (Release 5.0 and later systems).
In Release 2.0 and later systems, when a user presses Inspct and then a programmed Last Number Dial button, the saved number appears on the display.
Microphone Disable When an MLX telephone user’s microphone is disabled, pressing the programmed Last Number Dial button before lifting the handset turns on the speakerphone so the user can hear the number being dialed.
However, once the call is answered, the user must lift the handset to talk.
Recall/Timed Flash
In Release 1.0 and 1.1 systems, when a user presses Inspct and then a programmed Last Number Dial button, /DVW1XPEHU'LDO appears on the display.
Recall can be used on a call made with Last Number Dial on a personal line or Pool button (loop-start only), on an inside call, or, in Release 2.0 and later systems, on an outside call made on a loop-start line by using an SA or ICOM button.
Service Observing
SMDR
In Release 6.1 and later systems, extensions that use Last Number Dial to place a call can be observed.
All outside numbers dialed using Last Number Dial are recorded on the
SMDR report.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Last Number Dial
Speed Dial
System Access/
Intercom Buttons
Transfer
Issue 1
August 1998
Page 412
Telephone numbers dialed using Personal Speed Dial are stored by Last
Number Dial. However, if the number includes special characters such as
Pause or Stop, the special characters do not work when the number is redialed using Last Number Dial. Telephone numbers dialed using
System Speed Dial are not stored by Last Number Dial.
When Last Number Dial is used on a call made with a Shared SA button, the number is stored on the extension where Last Number Dial was used, not on the principal extension.
Last Number Dial can be used to dial the outside number of the telephone to which the call is being transferred.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Line Request
Line Request
7 2
At a Glance
Users Affected
Modes
Telephones
Issue 1
August 1998
Page 413
7 2
Telephone users, operators
All
All except MLC-5 cordless, MDC 9000, MDW 9000, QCC, and single-line telephones
Description 7 2
If a user wants to make a call on a busy outside line assigned to a button, Line
Request notifies the user when the line becomes available. When an outside line is busy, the green LED next to the button is on or flashing.
Line Request is automatically available and does not require programming. To request the busy line, the multiline telephone user presses the line button for the busy line without lifting the handset. The red LED next to the line button turns on, and, when the line becomes available, the telephone automatically alerts the user with a beep. To make a call using the requested line, the user lifts the handset or presses the Speaker button.
Line Request is canceled if the user presses another line button or makes or receives a call.
Line Request applies to personal lines only, not to pools or to lines on SA or ICOM buttons. To complete calls to busy extensions, or to complete calls to outside numbers using a pool in which all lines/trunks are busy, use Callback.
Considerations and Constraints 7 2
Line Request does not reserve the line; it only alerts you that the line is available.
Line Request cannot be used for an SA or ICOM button.
Line Request cannot be used on a single-line telephone or on a Queued Call
Console (QCC).
In Hybrid/PBX mode, Line Request cannot be used on a Pool button or for a busy pool.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Line Request
Mode Differences 7 2
Issue 1
August 1998
Page 414
Hybrid/PBX Mode 7 2
In Hybrid/PBX mode, Line Request can be used for personal lines or special-purpose lines (such as WATS) assigned to line buttons on a multiline telephone. Callback should be used instead of Line Request to complete calls to busy extensions or to outside numbers when the call is made by using a pool in which the lines/trunks are busy.
NOTE:
Do not use Callback when your system includes a voice messaging system.
Key and Behind Switch Modes 7 2
Line Request works only for outside lines that are assigned to line buttons.
Telephone Differences 7 2
Queued Call Consoles
Line Request cannot be used on QCCs.
7 2
Other Multiline Telephones 7 2
Line Request cannot be used on MLC-5, MDW 9000 cordless, or MDC 9000 cordless/wireless telephones.
Single-Line Telephones 7 2
Line Request cannot be used on single-line telephones.
Feature Interactions
Callback
Camp-On
Park
Pools
System Access/
Intercom Buttons
Transfer
7 2
Returning Callback calls cancel Line Request.
Returning camped-on calls cancel Line Request.
Returning parked calls cancel Line Request.
Line Request cannot be used on a Pool button.
Line Request cannot be used for an SA or ICOM button.
Returning transferred calls cancel Line Request.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Messaging
Messaging
7 2
Issue 1
August 1998
Page 415
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
Send/Remove Message
Leave Message
Assign Posted Message
Button
Delete Message
Return Call
Next Message
Scroll
Feature Codes
Send/Remove Message
Leave Message
After calling
Without calling
Cancel Message Sent
Message LED off
Delete Message
Return Call
Next Message
Scroll
MLX Display Labels
Delete Message
Next Message
Return Call
Leave Message
Posted Message
Send/Remove Message
System Programming
7 2
Telephone users, operators
Direct Group Calling Information, Extension Directory,
Extension Information, Label Information
All
All
(Operator only)
(Analog display telephones only)
(Analog display telephones only)
(Analog display telephones only)
(Analog display telephones only)
+ extension number (Operator only)
+ extension number
+ extension number
(Analog display telephones only)
(Analog display telephones only)
(Analog display telephones only)
(Analog display telephones only)
0HVVDJHV'HOHWH0VJ>0VJV'OHWH@
0HVVDJHV1H[W0VJ>0VJV1H[W@
0HVVDJHV5HWXUQ&DOO>0VJV&DOO@
/HDYH0VJ>/Y0VJ@
0HVVDJHV3RVWHG0VJ>0VJV3RVW@
0HVVDJHV6HQG5PY0VJ>0VJV6G0VJ@
●
Change or add posted messages:
/DEHOLQJ
→
More
→
3RVW0HVVDJH
Identify fax extension jacks, assign fax message-waiting receivers, specify length of time before system sends fax
● message-waiting indication:
$X[(TXLS
→
)D[
→
0VJ:DLWLQJ
●
Assign a message-waiting receiver for a calling group:
([WHQVLRQV
→
More
→
*US&DOOLQJ
→
0HVVDJH
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Messaging
At a Glance - Continued
Maximums
Messages for each display telephone
Message-Waiting
Receivers for fax
Message-Waiting
Receivers per calling group
Fax Message
Threshold
10
4
1
10 seconds (range 0–30)
Description 7 2
Messaging features allow users to do the following:
■ Send messages
■
■
Issue 1
August 1998
Page 416
Sending Messages 7 2
The following features are used to send messages:
■
■
Send/Remove Message. For operators only.
Leave Message. For any user to leave a message for a co-worker with a display telephone.
Send/Remove Message 7 2
The Send/Remove Message feature, available only to operators, turns the
Message LED on and off for any telephone connected to the local system. For telephones without a display, Send/Remove Message is the only way the
Message LED can be turned on, unless either the extension is programmed as the message-waiting receiver for a fax machine or calling group, or the system
has a voice messaging system connected (see “Direct Voice Mail” on page 237
).
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), Send/Remove
Message does not change the Message LED at a non-local extension.
A Send/Remove Message button is a fixed button on a Queued Call Console
(QCC) and cannot be reassigned. On a system with 29 or fewer lines,
Send/Remove Message is assigned by default to analog DLCs on button 34. On a system with more than 29 lines, Send/Remove Message is replaced with line 32.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Messaging
Issue 1
August 1998
Page 417
On QCCs and MLX DLCs with an attached DSS, as well as on MERLIN II System
Display Consoles, operators can use the LEDs next to the DSS buttons to determine whether an operator has turned the Message LED on. Before sending a message, the operator presses the Message Status button and checks the red
LED next to the DSS button of the person to whom the message is to be sent; the red LED is on when a message from an operator is waiting and off if no message from an operator is waiting. The LEDs on the DSS do not go on when Message
LEDs have been turned on by the Leave Message feature, a voice messaging system, a fax arrival, or a message left for a calling group. To leave a message-waiting indication when the LED is off, the operator presses the programmed Send/Remove Message button, followed by the DSS button or Auto
Dial button for the person for whom the message is intended. The operator presses the Message Status button to return to normal call handling. MLX DLC operators also can press the Feature button and select the feature from the display.
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), Send/Remove
Message Status does not work for a non-local extension.
If an operator sends a message while on a call, only an inside caller hears the touch tones; an outside caller does not.
When Message Status is on, if the LED next to a DSS button is on and an operator uses the Send/Remove Message feature, the user’s message LED is turned off (unless the LED is also on for a reason other than an operator’s using of
Send/Remove Message). When the LED next to a DSS button is off and an operator uses the Send/Remove Message feature, the user’s Message LED is turned on.
A DLC operator without a DSS can check message status by using Auto Dial buttons programmed with extension numbers. The red LED next to an Auto Dial button indicates whether the Message LED is on.
A QCC operator without a DSS cannot check message status. If an operator who cannot check status sends a message, that message can cancel a message-waiting indication sent by another system operator who used
Send/Remove Message.
Leave Message 7 2
The Leave Message feature allows any user, including operators, to send messages to local system co-workers. For systems without a local voice messaging system (VMS), Leave Message works only with display telephones.
For systems with a VMS, Leave Message works with display and non-display telephones that are subscribers to the VMS. If there is a local VMS, LED lights and a factory-set message are provided for non-display telephones.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Messaging
Issue 1
August 1998
Page 418
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), you cannot use
Leave Message to signal a non-local extension. The Leave Message feature works only when the sender, receiver, and VMS are on the same system.
When you call a co-worker with a display telephone and get no answer or a busy signal, press a programmed Leave Message button, or press the Feature button and dial . On MLX display telephones, select the feature from the display while listening to ringback or a busy tone. A message is sent to the display telephone user. The message includes the caller’s name (if labels are programmed) or extension and the time and date of the call.
If the caller leaves another message for the same person before that person responds to a previous message, the previous message is overwritten. A person with a display telephone who has received a message sees only the caller’s name
(if labels are programmed) or extension and the date and time for the new message.
To use the Leave Message feature without calling a user, the multiline telephone user presses the Feature button (without lifting the handset) and then dials and the person’s extension number. QCC operators cannot use Leave Message without calling the user.
NOTE:
If the Message LED of the person getting the message is already on, using the Leave Message feature does not turn the LED off, even if an operator uses Leave Message to send a message to a display telephone user.
If there is no local VMS, when a person with any telephone tries to use the Leave
Message feature to send a message to a person with a single-line telephone or a multiline telephone without a display, the caller hears a single beep indicating that a message must be left with an operator. If the caller has a display telephone, the message &DQQRW6HQG0HVVDJH is displayed.
NOTE:
In Release 6.1 and later systems, if a user with a display telephone tries to send a message to a telephone that has coverage to Centralized Voice
Messaging, no message is sent, but the display on the sender’s telephone reads that the message was sent. The Message-Waiting light is not lit, and no error beep sounds.
When a user tries to use the Leave Message feature and the co-worker’s message box is full, the co-worker’s telephone continues to ring and the caller’s telephone beeps once. If the caller has a display, 0HVVDJH%R[)XOO is displayed, and the caller must leave a message with an operator or voice mail (if available).
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Messaging
Issue 1
August 1998
Page 419
Cancel a sent message by pressing the Feature button and dialing plus the extension to which the message was sent. QCC operators cannot cancel messages they have sent.
Receiving Messages 7 2
When the Message LED on a telephone is on or when a single-line telephone user hears a stutter dial tone upon lifting the handset, there is a message waiting for that person or for the calling group (if the extension is programmed as a message-waiting receiver for a calling group). The message can be from the following sources:
■
■
■
■
An operator
A voice messaging system
A fax machine, if the extension is programmed as a fax message-waiting receiver for fax transmissions
Another user
An MLX display telephone user (including a QCC operator) reads messages by pressing the Menu button and selecting 0HVVDJHV from the display. The first line of the most recent message received is shown on the display. To see the rest of the message, press the More button. To see the next message, select 1H[W
0HVVDJH from the display. To return the call using an MLX display telephone
(including QCCs), select 5HWXUQ&DOO . The extension of the person who left the message is dialed automatically. To delete the message, select 'HOHWH0HVVDJH .
The Message LED turns off when all messages have been deleted.
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), a messagewaiting receiver for a calling group must be a local user on the same system as the calling group.
NOTE:
In Release 6.1 and later systems (Hybrid/PBX mode only), a user cannot use Return Call to call a remote voice messaging system; he or she must dial the number manually.
An analog multiline telephone user with a display reads messages by pressing the
Message button. The first message received is shown on the display. If the message is longer than one line, press a programmed Scroll button or press the
Feature button and dial . To see the next message, press a programmed Next
Message button, or press the Feature button and dial . To return the call, press a programmed Return Call button, or press the Feature button and dial . To delete the message, press a programmed Delete Message button, or press the
Feature button and dial . The Message LED turns off when all messages have been deleted.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Messaging
Issue 1
August 1998
Page 420
NOTE:
In Release 2.0 and later systems, when someone uses the Return Call feature for a voice messaging system, a call is returned to the voice messaging system, not to the specific VMI extension that sent the message-waiting code.
Display telephones show messages in reverse order of when they were received; the most recent message is displayed first. Each message is identified on the display as described in Table 28 .
Table 28. Message-Waiting Display Identifiers
Type of Display
Telephone Identifier Meaning
Analog multiline
MLX
New or unread message
&DOO ext. or name Message from caller’s extension number or name
New or unread message *
$77
)$;
906
(;7
Message from system operator (attendant)
You have a fax.
You have a voice mail message.
Message from an extension (co-worker)
The type of message indicated does not allow a calling group message-waiting receiver to distinguish between a message left for the calling group and a fax or personal message.
Multiline telephone users with no display cannot use programmed message buttons or feature codes to answer messages. The Message LED is usually turned off by an operator. However, an analog multiline telephone user (excluding those with BIS-34 telephones) can turn off the Message LED by pressing the associated Message button. Users of BIS-34 telephones, MLX-5, or MLX-10 nondisplay telephones can turn off the LED by pressing the Feature button and dialing . Check with message sources (operator, fax, voice messaging) before turning off the LED.
Fax Message-Waiting Receivers 8 2
The Fax Message-Waiting feature notifies designated extensions of the arrival of fax transmissions. Up to four extensions can be programmed to receive a message-waiting indication when a fax transmission is received on a specific fax machine. The Message LED goes on when the fax message threshold is exceeded. The fax message threshold is the length of time (0–30 seconds) before the system assumes that a fax has arrived.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Messaging
Issue 1
August 1998
Page 421
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), fax message waiting does not function unless the fax extensions and user extensions are located on the same system.
Return Call is not operable for messages received from a fax machine and cannot be used to make a call to the fax.
NOTE:
Fax machines only can send message-waiting indications. They cannot receive message-waiting indications.
Calling Group Message-Waiting Receivers 8 2
An extension can be programmed as the message-waiting receiver for a calling group. The user can receive personal messages or messages intended for the calling group from any of the sources listed under “Receiving Messages” above.
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), a messagewaiting receiver for a calling group must be a local user on the same system as the calling group.
Posted Messages 8 2
Users can post a message to provide special information to co-workers with display telephones—for example, to tell callers where the person is when not answering the telephone or why the person does not want to be disturbed. When a user with a display telephone calls a co-worker who has a message posted, the posted message is shown on the caller’s display (even if the call is answered).
Users do not need a display telephone to post a message.
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), posted messages do not work across a private network. They only work for extensions connected to the same local system.
Twenty different posted messages can be programmed in the telephone system.
Ten messages are factory-set and nine of them can be changed. Posted message
01, '2127',6785% , cannot be changed. Ten additional messages can be programmed and are factory-set as &8672006* .
The factory settings for posted messages are shown in Table 29 .
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Messaging
Table 29. Posted Messages
Issue 1
August 1998
Page 422
'2127',6785% ,1&21)(5(1&( &8672006*
28772/81&+ :,7+$&/,(17 &8672006*
$7+20(
2876,&.
,1$0((7,1*
:,7+$&86720(5 &8672006*
$:$<)520'(6. &8672006*
287$//'$< &8672006*
&8672006*
&8672006*
&8672006*
&8672006*
&8672006*
for more information about creating posted messages.
Users with MLX display telephones can post a message by pressing the Menu button, selecting 3RVWHG0VJ [ 3RVW ] from the display, selecting the desired message, and selecting 3RVW .
Users with analog multiline, MLX-5, or MLX-10 nondisplay telephones must use programming code to program a Posted Messages button. To post a message, press the programmed Posted Messages button; the green LED next to the button flashes. Then dial the code for the desired message; the LED next to the button becomes steady. To cancel a posted message, press the programmed
Posted Messages button and dial ; the green LED next to the button turns off.
NOTE:
The system can automatically post and remove messages for a nondisplay telephone only if a Posted Messages button has been programmed for that telephone.
In Release 2.0 and later systems, when the Do Not Disturb feature is turned on, the system automatically posts the Do Not Disturb message. This message appears on the Home screen of an MLX display telephone that has Do Not
Disturb turned on. The message also appears on the screen of a display telephone used by an inside caller to call the extension that has Do Not Disturb activated. The system automatically removes the Do Not Disturb message when the user turns off the feature. On analog multiline, MLX-5, or MLX-10 nondisplay telephones, the Do Not Disturb message is not posted automatically unless the telephone has a programmed Posted Messages button.
A user can post or remove a Do Not Disturb message by pressing a programmed
Posted Messages button. However, this does not turn the Do Not Disturb feature on or off.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Messaging
Issue 1
August 1998
Page 423
Considerations and Constraints 9 2
In Release 2.0 and later systems, if a user at an analog multiline, MLX-5, or
MLX-10 telephone has a programmed Posted Message button and the Do Not
Disturb feature is turned on, the system automatically posts the Do Not Disturb message for callers with display telephones. The programmed button is not required at MLX display telephones. When the feature is turned off, the message is canceled. However, posting or canceling the Do Not Disturb message does not turn the feature on or off.
A user does not need a display telephone to use the Leave Message feature, but the person to whom the message is sent must have a display telephone. Unlike
Send/Remove Message, when the Leave Message feature is used to send a message to a person whose Message LED is on, the LED is not turned off even if the caller is an operator.
If an operator uses the Send/Remove Message feature while on a call, only an inside caller hears the touch tones; an outside caller does not. If 10 messages have been stored and a user tries to send an eleventh message, the caller hears a beep and display telephones show 0HVVDJH%R[)XOO .
Responding to messages by using Return Call does not delete the message. The user must delete all messages before the Message LED turns off.
A fax machine can send the message-waiting indication but cannot be assigned as a message-waiting receiver for either another fax or for a calling group.
If a fax message-waiting indication is deleted by one of the four message-waiting receivers, the message is deleted from all analog multiline display telephones programmed as a message-waiting receivers for the fax, but the message is not deleted from MLX display telephones programmed as message-waiting receivers for the fax.
Each calling group can have only one extension assigned as its message-waiting receiver, but the same extension can be assigned as the message-waiting receiver for more than one calling group.
Messages can be posted only by using a programmed button or, for MLX display telephone users, by selecting the feature from the display.
A single-line telephone user cannot post a message.
When a user posts a nonexistent message, &8672006* OO is displayed, indicating that the system manager has not programmed a message for this message number.
Only multiline display telephone users see posted messages. Users with single-line telephones or multiline telephones without displays cannot receive messages posted by other users.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Messaging
Issue 1
August 1998
Page 424
Posting a message does not prevent the telephone from ringing.
Message Waiting does not work for off-premises telephones.
In Release 6.0 and later systems (Hybrid/PBX mode only), messaging features do not work across a private network. They only work for extensions connected to the same local system.
Telephone Differences 9 2
Direct-Line Consoles 9 2
The Send/Remove Message feature is an operator-only feature used by a DLC operator to turn on the Message LED to indicate a message waiting. For telephones without a display, Send/Remove Message is the only way the
Message LED can be turned on and off by operators.
A Send/Remove Message button is factory-assigned to an MLX-28D used as a
DLC. On a system with 29 or fewer lines, Alarm, Night Service, and Send/Remove
Message are assigned by default to analog DLCs on buttons 32 through 34. On a system with more than 29 lines, Alarm, Night Service, and Send/Remove
Message are not assigned to a DLC; instead lines 30 through 32 are. The first 18 lines on an MLX DLC are always factory-set as personal lines.
Queued Call Consoles 9 2
A Queued Call Console (QCC) operator can use Leave Message only by selecting the feature from the display. A QCC operator cannot cancel a sent message. A Send/Remove Message button is programmed as a fixed feature on a QCC.
Other Multiline Telephones 9 2
The 5-button analog multiline telephone (no longer available) has neither a
Message LED nor a Message button.
MDC 9000 and MDW 9000 telephones cannot receive Leave Message or Posted
Message messages. They can receive operator (Send/Remove Message) and voice mail message notification. When the telephone is turned on, 06* appears on the display.
Single-Line Telephones 9 2
Single-line telephone users cannot post a message.
To use the Leave Message feature while listening to ringback or the busy tone on a single-line telephone, dial . To use Leave Message without calling the extension, lift the handset (the telephone must connect to an SA or ICOM button), then dial and the person’s extension number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Messaging
Issue 1
August 1998
Page 425
If a single-line telephone sends a message to a nondisplay telephone user and there is no voice messaging system, the caller receives no error indication, and no message is sent.
If the receiver’s message box is full or the receiver uses a single-line telephone or a multiline telephone without a display, the caller hears a beep indicating that the message has not been left.
To cancel a message sent, lift the handset and dial and the extension number where the message was left.
Single-line telephone users without a Message LED hear a stutter dial tone when a message is waiting. A single-line telephone user cannot respond to messages by using feature codes. Normally, if a single-line telephone has a Message LED, it is turned off by an operator. However, a single-line user can turn off the Message
LED by lifting the handset and (while listening to inside dial tone) dialing .
Check with all message sources (system operator, fax, voice messaging) before turning off the LED.
Feature Interactions
Barge-In
Centralized Voice
Messaging
Digital Data Calls
Directories
Direct Station
Selector
Display
9 2
If Barge-In is used to contact a user with a posted message, the caller’s telephone does not display that message.
A Leave Word Calling message cannot be sent to a non-local extension.
If a user with a display telephone tries to send a message to a telephone that has coverage to Centralized Voice Messaging, no message is sent, but the display on the sender’s telephone reads that the message was sent. The Message-Waiting light is not lit, and no error beep sounds.
MLX display telephone users cannot use Return Call across a private network; therefore, Return Call cannot be used with Centralized Voice
Messaging.
Messaging features are not available for data or video extensions, but can be used by telephones at these workstations.
When an Extension Directory is used to call a co-worker with a posted message, the posted message is not displayed on the caller’s telephone.
When an operator presses the Message Status button on a DSS adjunct, the LEDs on the DSS reflect only messages left by an operator’s using the Send/Remove Message feature and not messages left by any user
(including an operator) using the Leave Message feature.
When users try to send messages to an extension with a full message box, they see 0HVVDJH%R[)XOO on the display. When a user tries to retrieve messages and the message box is empty, 1R0HVVDJHV appears.
When a user has a message from a local co-worker, the display shows the name or extension number (if no label is programmed) of the caller and, on MLX telephones, the time and date the message was left. An unread message is marked with an asterisk ( ).
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Messaging
Display continued
Do Not Disturb
Fax Extension
Group Calling
HotLine
Labeling
Multi-Function
Module
Issue 1
August 1998
Page 426
Messages also can be received from outside callers or non-local extensions (if the MERLIN LEGEND system has a voice messaging system) and from an operator. On MLX display telephones, messages left by a voice messaging system are identified as 906 , messages from an operator are identified as $77 , and message-waiting indications received by a fax message-waiting receiver are identified as )$; . Analog multiline telephone users see &DOO extension or caller’s name .
In Release 2.0 and later systems, when Do Not Disturb is turned on, the system automatically posts '2127',6785% , which appears both on the
Home screen of an MLX display telephone user with the feature activated and on the screen of any inside display telephone user who calls that person. The system automatically removes the Do Not Disturb message when the user turns off the feature. Users at analog multiline, MLX-5, or
MLX-10 nondisplay telephones must program a Posted Messages button for the system to automatically post or remove the message when the feature is turned on or off. A user can post or remove a Do Not Disturb message by pressing a programmed Posted Messages button. However, this does not turn the Do Not Disturb feature on or off.
Return Call does not work for messages received from a fax machine and cannot be used to make a call to the fax.
Users can leave messages for the calling group only if the system has been programmed with a designated message receiver for the calling group. The calling group also receives fax message-waiting indications directed to the calling group. The message-waiting receiver cannot distinguish messages left for the calling group from fax or personal messages.
If the HotLine extension is programmed to dial an outside call, that telephone number must be in the Night Service Exclusion List or a Night
Service Emergency number. If the HotLine is programmed to dial an inside extension, the user can dial to leave a message. The HotLine extension cannot dial any other number except the one assigned to it.
The labels stored in the Extension Directory appear on MLX display telephones when users send each other messages. Messages include the name (7-character label) of the user who sent the message and the time and day the user called. Posted messages (except for posted message 01, '2127',6785% ) are created and changed using Labeling.
If a single-line telephone with a Message LED is connected to an MFM, it can receive message-waiting indications.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Messaging
Service Observing
Signal/Notify
System Access/
Intercom Buttons
Transfer
Issue 1
August 1998
Page 427
In Release 6.1 and later systems, if a Service Observer is deleting a
Leave Word Calling (LWC) message at an MLX telephone, he or she cannot use Service Observing until the task is completed. If a caller is leaving an LWC message at an extension, the call cannot be observed.
If a Service Observer is retrieving a message or posting a message, he or she can use the Service Observing feature. If an extension returns a call by using Message Return Call, the call can be observed when it is answered.
If a Service Observer on a DLC is using Operator Inspect of Messages at an extension, he or she can observe calls.
When a Service Observer observes an extension that has activated Do
Not Disturb, the Service Observer does not receive the Do Not Disturb posted message.
While a DLC programmed for Service Observing is using Send/Remove
Message, it can be used to observe extensions.
If a display telephone user presses only a Signaling button to send an audible signal to an extension, a posted message at the destination is not shown on the signaler’s display. However, if a display telephone user selects an SA or ICOM button, lifts the handset, and uses the Signaling button to dial the extension, the message appears.
When a Shared SA button is used to leave a message for a display user, the extension shown is that of the telephone with the SSA button and not that of the principal owner. When a principal extension owner with an MLX display telephone posts a message and a call is answered at the Shared
SA button, the Home screen on which the posted message was previously shown is not restored. If the principal owner either presses the
Home button or makes or receives a call, the Home screen is restored.
If an inside call is transferred to an extension with a posted message, only the display telephone user who transfers the call, and not the original caller, sees the posted message, even after the transfer is completed.
If a call is transferred to an extension programmed as a fax extension, the message indication is not sent to the fax message-waiting receiver, regardless of the amount of time programmed for the fax message threshold.
A nondisplay telephone user who sends a message via Leave Message during a transfer cannot determine who receives the message. For example, suppose Extension A calls Extension B and Extension B transfers the call to Extension C. If Extension A sends a message before the transfer is complete, Extension B receives the message. If Extension
A sends a message after Extension B completes the transfer, Extension
C receives the message, even if Extension C does not answer and the call is ringing at Extension B as a transfer return.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Messaging
UDP Features
Voice Messaging
Interface
Issue 1
August 1998
Page 428
In Release 6.0 and later systems (Hybrid/PBX mode only), messaging features generally do not work across a private network. They only work for extensions connected to the same system.
A user cannot turn a message light at a non-local dial plan extension off or on. Only an integrated VMI port can turn a message light on or off across a private network (Release 6.1 and later systems).
An operator cannot inspect the message status of an extension.
In Release 2.0 and later systems, when using the Return Call feature for a voice messaging system, a call is returned to the voice messaging system, not to the specific VMI jack that sent the message-waiting code.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Microphone Disable
Microphone Disable
9 2
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Factory Setting
Issue 1
August 1998
Page 429
9 2
Telephone users, DLC operators
Extension Directory
All
All MLX (except QCC)
●
Enable or disable individual MLX telephone microphones:
([WHQVLRQV
→
More
→
0LF'LVDEOH
Enabled
Description 9 2
Microphone Disable can be assigned through system programming to any MLX telephone, except a Queued Call Console (QCC), to limit the use of the speakerphone. When the feature is assigned, the microphone does not function, but the speaker functions normally. A user can listen to calls or announcements over the speakerphone but must use the handset to respond.
For some features, such as Auto Dial, Last Number Dial, or Saved Number Dial, the system automatically selects a line and activates the speakerphone. When one of these features is used on a telephone with Microphone Disable assigned, the system selects the line and activates the speaker, but the microphone is muted automatically; the red LED next to the Mute button lights. To be heard, lift the handset. The Mute and Speaker LEDs go off.
Also, when group pages or voice-announced transfers are received on a telephone with Microphone Disable assigned, the user can hear the announcement over the speakerphone, but the microphone is muted automatically. Lift the handset to speak to an inside caller who is either transferring a call or calling the user through an SA Voice or ICOM Voice button.
Microphone Disable is appropriate when speakerphones pick up too much background noise, or when they are needed by only some employees.
Considerations and Constraints 9 2
The LED next to the Mute button goes on whenever the speakerphone is activated. Pressing the Mute button does not turn off the LED or deactivate
Microphone Disable.
If a user presses the Speaker button before lifting the handset, the system selects a line and the user can dial a number. The microphone is muted, and the user must lift the handset to speak to the person being called.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Microphone Disable
Telephone Differences 9 2
Issue 1
August 1998
Page 430
Queued Call Consoles 9 2
The microphone on a QCC cannot be disabled.
Other Telephones 9 2
Microphone Disable cannot be assigned to analog multiline telephones.
Microphone Disable cannot be assigned to single-line telephones.
Feature Interactions
Auto Dial, Last
Number Dial, and
Saved Number Dial
HFAI
Paging
Transfer
Voice Announce to
Busy
9 2
Pressing a programmed Auto Dial, Last Number Dial, or Saved Number
Dial button turns on the speakerphone so the user can hear the number being dialed. However, when an MLX telephone user’s microphone is disabled, the user must lift the handset to talk once the call is answered.
Users whose microphones are disabled cannot use HFAI to respond to voice-announced calls. Pressing the HFAI button does not turn on the
LED or activate the feature.
Calls made to speakerphone paging groups can still be heard over telephones whose microphones are disabled.
Calls can be transferred with a voice announcement to users whose microphones are disabled, but the users must lift the handset to talk.
Users who are on their telephones and whose microphones are disabled can still hear a voice-announced call over the speakerphone. They must press the button with the incoming call and use the handset to talk to the caller.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Multi-Function Module
Multi-Function Module
9 2
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Hardware
9 2
Telephone users, data users
SMDR
All
MLX telephones except QCC
Tip/ring interface
Issue 1
August 1998
Page 431
!
WARNING:
RISK OF ELECTRICAL SHOCK: Follow all warnings and cautions.
ONLY a qualified technician should install, repair, or set options for an MFM.
Do not touch the circuitry on the MFM. Touching the circuitry may result in component damage from electrostatic discharge.
Before installing the MFM, disconnect all line/trunk and/or power cords attached to the MLX telephone. This is to ensure that no hazardous voltages are present during assembly. Ringing voltage from the MFM attached to the MLX telephone can cause electrical shock if adjustments are made while the cords are connected.
Description 9 2
The Multi-Function Module (MFM) is an optional adapter installed inside an MLX telephone and used for connecting tip/ring or external alert devices. The MFM operates on one of the two communications channels assigned to the telephone; therefore, calls can be made to and from the device independently of the telephone. The communications channel is also used for the Voice Announce to
Busy feature. Because of this, when a call is active at both the MLX telephone and the MFM device, the Voice Announce to Busy feature cannot be used to reach the
MLX telephone user. Conversely, if the Voice Announce to Busy feature is being used to reach the MLX telephone user, calls cannot be made from the device connected to the MFM. In addition, if the Voice Announce to Busy feature is being used at the same time that a call is received at the MFM extension number, the caller hears ringing, and the device rings if it can. But the call to the MFM extension number cannot be answered until one of the communications channels is free (the MLX telephone user hangs up or the person calling the MLX telephone user hangs up).
Although each MLX extension jack used to connect an MLX telephone is assigned only one logical ID, the system automatically assigns two extension numbers— one for the MLX telephone and one for the device connected to the MFM. Both extension numbers are assigned to the jack, whether or not an MFM is connected.
Because a separate extension number is assigned, features and line/trunk access
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Multi-Function Module
Issue 1
August 1998
Page 432
can be assigned to the MFM independently of the MLX telephone. See “System
for details on specific extension numbers assigned.
The ringing patterns for devices connected to an MFM are similar to those of an
MLX telephone for inside calls: two rings for outside calls; a ring and two beeps for priority ring or transfer return.
A switch on the MFM can be set for one of the following operations:
■ Tip/ring interface
■ Supplemental Alert Adapter (SAA)
Tip/Ring Interface 9 2
When an MFM is set for tip/ring interface operation, only dual-tone multifrequency
(DTMF) tip/ring devices can be used to make and/or receive inside and outside calls. The following types of DTMF devices can be used:
■
■
■
■
■
■
■
Single-line telephones
Modems
Fax machines
Credit card verification terminals
Cordless single-line telephones
Speakerphones that emulate a tip/ring device
Answering machines
Supplemental Alert Adapter 9 2
When an MFM is set for SAA operation, an external alert that requires a 48-VDC contact closure can be connected.
If the external alert is used to supplement the ringing for both inside and outside calls, the MFM should be assigned (through centralized telephone programming) as a Primary Individual Coverage receiver with the Ring Timing option of
Immediate Ring. The MLX telephone can use Coverage On/Off to activate the alert. In addition, by specifying that both inside and outside calls or only outside calls are covered with the coverage arrangement, the sender (in this case the
MLX telephone user) can specify that the device (the receiver) should ring for both inside and outside calls or only for outside calls.
If the external alert is used to supplement ringing only for calls received on personal lines (outside lines assigned to buttons), the same outside lines/trunks and ringing options assigned to the MLX telephone should also be assigned to the
MFM. In this arrangement, the MFM device does not ring when inside calls are received on an SA or ICOM button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Multi-Function Module
Issue 1
August 1998
Page 433
An external alert connected to an MFM set for SAA operation can be manually signaled, can serve as a calling group calls-in-queue alert, or can provide supplemental alerting for after-hours calls received in a Night Service group. Only a strobe or other light should be used as a calls-in-queue alert; if a bell is used, it rings continuously while the number of calls in the calling group queue exceeds the programmed threshold.
Programming Requirements 9 2
Although a device connected through an MFM may not have buttons, the system treats it as a multiline telephone with 34 buttons. In Hybrid/PBX mode, the system automatically assigns one SA Ring, one SA Voice, and one SA Originate Only button to the MFM. In Key mode, the system automatically assigns one ICOM
Ring and one ICOM Voice button to the MFM. In Behind Switch mode, the system automatically assigns one ICOM Ring, one ICOM Voice, and one prime line button.
NOTE:
Do not attempt to enter extension programming from a device connected to an MFM. Program an MFM only through centralized telephone programming.
To ensure proper operation of a device connected through an MFM, the following should be performed through centralized telephone programming:
■
Voice Announce to Busy should be disabled.
■
■
■
SA or ICOM button assignments should be changed to one SA Ring or
ICOM Ring, and either one SA Originate Only or one ICOM Originate
Only button.
Ringing/Idle Line Preference should be enabled.
The Automatic Line Selection sequence should be set to the following:
■
— SA Ring or ICOM Ring
— SA Originate Only or ICOM Originate Only
— In Key and Behind Switch modes, outside lines that make calls from the
MFM device
— In Behind Switch mode only, the prime line
When the Automatic Line Selection (ALS) sequence is set to select an SA or ICOM button, an outside line can be selected by dialing the Idle Line
Access code (usually ) in Key and Behind Switch modes or by dialing the pool dial-out or ARS code in Hybrid/PBX mode. If ALS is set to select an outside line button before an SA or ICOM button, the device cannot be used to make inside calls (inside calls can be received only).
Ring Timing options should be set to No Ring for each outside line on which calls are not to be received.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Multi-Function Module
Issue 1
August 1998
Page 434
■
■
When the device is used only on personal lines for supplementary answering (such as an answering machine) or ringing (such as an external alert) and lines/trunks are assigned to or removed from the associated
MLX telephone, the lines/trunks should also be assigned to or removed from the MFM.
When the device is used for both inside and outside calls to supplement ringing (external alert) or to answer or screen calls (answering machine), calls can be redirected to the device by assigning a Primary Cover,
Secondary Cover, Group Cover, or Shared SA button. In addition, an MLX telephone user can activate Forward and Follow Me to redirect incoming calls to the device. However, Coverage should not be used simultaneously with Forward and Follow Me.
NOTE:
Forward and Follow Me (including Remote Call Forwarding) and
Privacy are not recommended because there are no LEDs to indicate when the features are active.
Considerations and Constraints 9 2
When both the MLX telephone and the device connected to an MFM are in use, the Voice Announce to Busy feature cannot be used to reach the MLX telephone.
Voice Announce to Busy interferes with data calls made to a data workstation including an MFM.
The tip/ring or SAA interface is selected by setting pin straps in the MFM. Only authorized technicians can install or set options in the MFM.
When Ringing/Idle Line Preference is turned on for an MFM and Automatic Line
Selection is set to an outside line/trunk, inside calls cannot be made and features cannot be used. Both inside and outside calls can be received.
Calls are sent independently to the MLX telephone and its associated MFM. The following features can be employed when a user wants calls to be received at both the MLX telephone and the device connected to an MFM:
■
■
Cover buttons
Shared SA buttons
■
■
■
Buttons assigned the same outside lines
Forward and Follow Me
Transfer
An MFM can be assigned as a calling group delay announcement device or as a calls-in-queue alert for a calling group queue.
Tip/ring devices connected to an MFM should not be used with Call Management
System (CMS).
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Multi-Function Module
Issue 1
August 1998
Page 435
Features and tip/ring applications that require a switchhook flash for operation
(such as Messaging 2000) cannot be connected through an MFM because the system ignores the switchhook flash sent by the device.
Some answering machines have the built-in ability to disconnect when someone picks up a line the machine has already answered. However, when a Shared SA button or a shared personal line is assigned to the MFM, the device cannot detect when a line is picked up by the sharing user. Therefore, if such an answering machine is connected to the MFM, the machine does not automatically disconnect when someone picks up the shared lines that the machine has already answered.
Similarly, if the MFM extension is a Primary Coverage receiver for the MLX telephone or has the MLX extension’s calls forwarded to it, the machine does not automatically disconnect when the telephone user picks up a call.
When programming, you cannot select an MFM by slot and port ( [ TTQQ ]) or by logical ID ( [ OOO ]).
A digital data or video workstation with an MLX telephone must not include an
MFM.
Mode Differences 9 2
Hybrid/PBX Mode 9 2
When Ringing/Idle Line Preference is turned on and Automatic Line Selection is set to select an SA button, an outside line can be selected by dialing the pool dial-out or ARS code.
Key and Behind Switch Modes 9 2
When Ringing/Idle Line Preference is turned on and Automatic Line Selection is set to select an ICOM button, an outside line can be selected by dialing the Idle
Line Access code (usually ).
Telephone Differences 9 2
Direct-Line Consoles 9 2
An MFM in a Direct-Line Console (DLC) serves only as another extension, without the characteristics of an operator extension.
Queued Call Consoles 9 2
An MFM cannot be connected to a Queued Call Console (QCC).
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Multi-Function Module
Issue 1
August 1998
Page 436
Other Telephones 9 2
An MFM can be installed only in MLX telephones; it cannot be used with analog multiline telephones.
An MFM cannot be used with a digital communications device or videoconferencing system.
Single-Line Telephones 9 2
A single-line telephone or other type of tip/ring device up to 1,000 feet away can be connected to an MFM and used to make and receive inside and outside calls.
A single-line telephone connected to an MFM cannot use the Pickup, Conference,
Hold, HotLine, or Transfer features.
Feature Interactions
Automatic Line
Selection
Callback
Conference
Coverage
Digital Data Calls
Do Not Disturb
Fax Extension
Forward and
Follow Me
Group Calling
Hold
9 2
When an MFM is installed in an MLX telephone, the ALS sequence for the MFM should be set to select SA Ring or ICOM Ring, then SA
Originate Only or ICOM Originate Only, then outside lines (or the prime line in Behind Switch mode) assigned to the MFM. Ringing/Idle Line
Preference should be on for an MFM.
Both Automatic and Selective Callback can be used from an MFM.
However, a callback call cannot be manually canceled because the MFM does not recognize the switchhook flash produced by pressing the Drop button.
The Conference feature cannot be used on the MFM because the system ignores the switchhook flash sent by the MFM.
When an MFM device is used for both inside and outside calls to supplement ringing (external alert) or to answer or screen calls
(answering machine), calls can be redirected to the device by assigning a
Primary Cover, Secondary Cover, or Group Cover button. Coverage and
Forward and Follow Me should not be used simultaneously.
An MLX telephone at a digital data workstation must not include an MFM.
Do Not Disturb is not recommended because the device connected to the
MFM does not have an LED to indicate when the feature is active.
A single-line telephone with a Message LED that is connected to an MFM can receive message-waiting indications but not stutter dial tone.
An MLX telephone user can activate Forward and Follow Me to redirect incoming calls to an MFM device. However, Coverage should not be used simultaneously with Forward and Follow Me.
An MFM can be assigned as a calling group delay announcement device or as a calls-in-queue alert for a calling group queue.
A single-line telephone connected to an MFM cannot put a call on hold because the MFM cannot send a switchhook flash.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Multi-Function Module
Messaging
HotLine
Night Service
Paging
Park
Personal Lines
Privacy
Recall/Timed Flash
Ringing Options
Service Observing
Signal/Notify
SMDR
System Access/
Intercom Buttons
Transfer
Voice Announce to
Busy
Issue 1
August 1998
Page 437
A single-line telephone with a Message LED connected to an MFM can receive message-waiting indications.
A single-line telephone connected to an MFM cannot be used as a
HotLine.
An MFM can be a member of a Night Service group. An external alert connected to the MFM in SAA operation, when assigned to a Night
Service group, can provide supplemental ringing for after-hours calls.
An MFM should not be a member of a speakerphone paging group.
A user at an MFM cannot park a call but can pick up a call parked by another user.
If an MFM device is used to answer calls or provide supplementary ringing for its associated MLX telephone, any personal lines removed from the telephone should also be removed from the MFM. When the device connected to an MFM (a modem, for example) requires a personal line to make and/or receive calls, a personal line should be assigned.
Privacy should not be used on an MFM (unless Privacy is to stay on at all times, as at a data workstation) because the user does not have an LED to indicate whether Privacy is on or off.
An MFM cannot send a timed flash. As a result, a single-line telephone or other device connected to an MFM cannot use Recall.
At an MFM, lines that do not receive calls should be set to No Ring.
In Release 6.1 and later systems, voice calls to a telephone connected to an MFM can be observed; data and video calls cannot be observed.
When set for supplemental alert adapter operation, a MFM can receive a signal but cannot send one. When set for tip/ring operation, an MFM cannot receive a signal.
An MFM is treated as an MLX telephone on SMDR reports.
When the device is used for both inside and outside calls to supplement ringing (external alert) or to answer or screen calls (answering machine), calls can be redirected to the device by assigning a Shared SA button.
Calls cannot be transferred from an MFM because an MFM cannot send a switchhook flash.
Voice Announce to Busy interferes with data calls made through a device attached to an MFM.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Music On Hold
Music On Hold
9 2
At a Glance
Reports Affected
Modes
Telephones
System Programming
Maximums
9 2
System Information ( 6\V6HWXS )
All
All
●
Designate the Music On Hold extension jack:
$X[(TXLS
→
0XVLF2Q+ROG
1 Music On Hold extension for each system
Issue 1
August 1998
Page 438
Description 9 2
Music On Hold can provide music or recorded information to an outside or private- network (Release 6.0 and later systems only) caller when the following features are used:
■
■
■
Conference (while on hold)
Group Calling (while waiting in the calling group queue for a busy extension after listening to the delay announcement)
Hold
NOTE:
The music source or recorded announcement device must be connected to a ground-start or loop-start line/trunk jack programmed for Music On Hold.
If Music On Hold is used without connecting a music source properly, an outside caller hears nothing.
In addition, Music On Hold can be programmed for the Transfer Audible feature as an alternative to ringback in the following feature interactions:
■
■
■
■
■
Camp-On
Hold, Transfer, and Conference for single-line telephones
Park
Transfer
Private network calls (Release 6.0 or later systems only)
If transfer audible is programmed, what callers hear is described in Table 30 .
NOTE:
The information in Table 30 is for calls handled by the local MERLIN
LEGEND system. For complete information about the operation of Music
On Hold for private-network calls, refer to the Network Reference .
*
†
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Music On Hold
Issue 1
August 1998
Page 439
Table 30. Call Types and Transfer Audible
Type of Call
Outside call directly dialed into calling group that has delay announcement device(s)
Outside call directly dialed into calling group that has no delay announcement device
Outside call transferred to a calling group that has delay announcement device(s)
Outside call transferred to calling group that has no delay announcement device
Outside call parked by user or operator
†
Outside call that is camped-on to an extension*
Outside call transferred with consultation to a non-group extension
Outside call transferred without consultation to an extension other than a calling group’s
Inside caller
Music On Hold Programmed as Transfer Audible
Ringing before announcements
*
play, then Music on
Hold between announcements until call leaves the queue and is delivered to an agent; ringing until agent answers
Ringing until agent answers
Ringback Programmed as
Transfer Audible: No MOH
Ringing before announcements play, then special ringing until call leaves the queue and is delivered to an agent; ringing until agent answers
Ringing until agent answers
MOH (both before and after announcements* play) until call leaves the queue and is delivered to an agent; ringing until agent answers
MOH until call leaves the queue and is delivered to an agent; ringing until agent answers
MOH until call is picked up
MOH until call is answered
MOH (during consultation) until transfer is completed; ringing until call is answered
Manual Completion. MOH during dialing of destination, then ringing.
Automatic Completion.
Ringing.
Ringing or special ringing
Special ringing (both before and after announcements play) until call leaves the queue and is delivered to an agent; ringing until agent answers
Special ringing until call leaves the queue and is delivered to an agent; ringing until agent answers
Ringing until call is picked up
Ringing until call is answered
Ringing until call is answered
Manual Completion. Ringing until call is answered.
Automatic Completion. Ringing until call is answered.
Ringing or special ringing
Up to ten primary and one secondary delay announcement devices are available in
Release 5.0 and later systems only. See “Group Calling” on page 312
.
If either the Park Return Timer or the Camp-On Return Interval expires before the parked or camped-on call is answered, the call returns to the extension that parked or camped on the call, and the outside caller continues to hear Music On Hold until the call is picked up.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Music On Hold
Considerations and Constraints 0 3
Music On Hold is not provided to inside callers.
Issue 1
August 1998
Page 440
Music On Hold is never heard by callers in the Queued Call Console queue.
Direct Inward Dialing (DID) and tie line/trunk jacks cannot be used for Music On
Hold. A line/trunk jack designated for Music On Hold cannot be grouped in a pool.
During programming of a line/trunk jack for Music On Hold, the entire system is forced idle.
In Release 6.0 and later systems (Hybrid/PBX mode only), non-local dial plan calls carried over private network trunks are treated by the system as outside calls. If Music On Hold is programmed, callers hear Music On Hold as for an outside call.
If you use equipment that rebroadcasts music or other copyrighted materials, you may be required to obtain a copyright license from or pay fees to a third party such as the American Society of Composers, Artists, and Producers (ASCAP) or
Broadcast Music Incorporated (BMI). You can purchase a Magic on Hold
® system, which does not require such a license, from Lucent Technologies.
Feature Interactions
Callback
Camp-On
Conference
Forward and
Follow Me
Group Calling
Night Service
Park
Pools
Personal Lines
0 3
An outside caller waiting in the callback queue hears Music On Hold.
When Camp-On is used to complete the transfer of an outside call, the caller hears Music On Hold until the call is answered if the transfer
audible is set to Music On Hold. See Table 30 for more information.
If the first participant put on hold for a conference call is an outside caller, that caller hears Music On Hold until the second participant is added.
In Release 6.0 and later systems where extensions are using the Centrex
Transfer via Remote Call Forwarding feature, do not program Music On
Hold as the transfer audible. If Music On Hold is programmed in this case, a caller being transferred hears a click, three seconds of Music On Hold, a second click, then silence for about 10 seconds, then ringback or a busy tone from the central office. This can confuse callers, who may then hang up.
Outside callers waiting in calling group queues hear Music On Hold (if programmed).
A line/trunk jack programmed for Music on Hold cannot be assigned to a
Night Service group.
A parked caller hears Music On Hold.
Line/trunk jacks used for Music On Hold cannot be assigned to pools.
Line/trunk jacks used for Music On Hold cannot be assigned as personal lines.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Music On Hold
Remote Access
Transfer
UDP Features
Issue 1
August 1998
Page 441
A remote access user who is waiting for a busy line/trunk pool or extension hears Music On Hold.
If the system is programmed for Music On Hold, music is played only during the period before a transfer is completed by the extension originating it. The caller hears music when the Transfer button is pressed and when the extension number is dialed. When the transfer originator presses the Transfer button a second time or hangs up, the caller hears ringing. If the transfer uses automatic completion to a non-calling group extension, the outside caller hears ringing.
In Release 6.0 and later systems (Hybrid/PBX mode only), Music On Hold sources cannot be shared by networked systems.
Calls between systems in a private network are treated as outside calls; therefore, callers hear Music On Hold as though they were outside callers.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Night Service
Night Service
0 3
Issue 1
August 1998
Page 442
At a Glance 0 3
Users Affected
Reports Affected
Modes
Telephones
Programming Code
Feature Code
MLX Display Label
System Programming
Telephone users, operators, data users
Extension Information, Night Service Information
All
All
1LJKW6UYF>1LJKW@
●
Assign or remove extensions to or from Night Service group:
1LJKW6UYFH
→
*URXS$VVLJQ
→
([WHQVLRQV
In Release 4.1 and later systems, assign or remove outside
● lines to or from Night Service group:
1LJKW6UYFH
→
*URXS$VVLJQ
→
/LQHV
Select Night Service with Outward Restriction by assigning a
● password:
1LJKW6UYFH
→
2XW5HVWULFW
In Release 4.1 and later systems, enable or disable Coverage
●
Control option:
1LJKW6UYFH
→
&RYHU&RQWUO
Add or remove telephone numbers from Night Service
●
Emergency Allowed List:
1LJKW6UYFH
→
(PHUJHQF\
●
Assign telephones to Exclusion List (password not required):
1LJKW6UYFH
→
([FOXGH/LVW
Select start time and stop time for each day of the week for
●
Night Service with Time Set:
1LJKW6UYFH
→
6WDUW6WRS
→
'D\+U0LQ
Factory Settings
Outside lines assigned to
Night Service Group
Coverage Control
Time Set
Outward Restriction
Maximums
Night Service groups
Number of extensions in
Night Service group
Number of outside lines in
Night Service group
Calling group extension for each Night Service group
None (4.1 and later systems only)
Disabled (4.1 and later systems only)
Disabled
Disabled
8 (one for each operator)
Unlimited except by system capacity
Unlimited except by system capacity (4.1 and later systems)
1 (Release 2.0 and later systems)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Night Service
At a Glance - Continued
Maximums continued
Night Service groups for each extension
Emergency telephone numbers
Digits for each telephone number
Extensions on Exclusion
List
Password
Unlimited
10
12
Unlimited
4 digits (0–9)
Issue 1
August 1998
Page 443
Description 0 3
Night Service provides optional after-hours operation that can be programmed in combination with the following features:
■
■
Night Service with Group Assignment
Night Service with Outward Restriction
■
■
Night Service with Coverage Control (Release 4.1 and later systems only)
NOTE:
The term after-hours is only used for convenience. Night Service can operate at any time it is activated and is intended for use outside of normal business hours.
Operators can activate or deactivate Night Service by using a Direct-Line Console
(DLC) or a Queued Call Console (QCC). To activate or deactivate Night Service, an operator presses the programmed Night Service button. (This function is performed automatically when the Time Set function, described later in this topic, is used.) If the Night Service with Outward Restriction option is programmed, the green LED flashes when a DLC operator presses the programmed Night Service button. The operator must enter the assigned password within 60 seconds to activate or deactivate Night Service. When Night Service is activated, the green
LED next to the programmed Night Service button lights. When the feature is deactivated, the green LED turns off.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Night Service
Issue 1
August 1998
Night Service Group Assignment 0 3
Each Night Service group is associated with either an individual QCC (in
Hybrid/PBX mode) or an individual DLC through system programming.
Page 444
A Night Service group can include the following types of members:
■ Any type of extension
■
■
■
One calling group (Release 2.0 and later) for each Night Service group
Calling group with one non-local member (Release 6.1 and later)
In Release 4.1 and later systems, outside lines must be assigned to Night
Service groups in order for calls received on these lines to receive Night
Service treatment. The system manager can assign the following types of outside lines to Night Service groups:
— Loop-start lines
— Ground-start lines
— NI-BRI B-channels
— PRI B-channels that are routed by line appearance
— Automatic incoming tie trunks
The following types of outside lines cannot be assigned to Night Service groups:
■
— DID (Direct Inward Dial) trunks
— Dial-in tie trunks
— PRI B-channels that are routed by dial plan
— Line/trunk jacks programmed for Alarm, Music on Hold, or Paging
— Unequipped line/trunk jacks
In Release 6.0 and later systems (Hybrid/PBX mode only), Night Service group members and operators must all be local system users. Private trunks should not be assigned to Night Service groups.
In Release 4.1 and later systems, during Night Service operation, calls received on lines assigned to a Night Service group ring at the Night Service destination for the group (an extension or calling group). A line need not be assigned to an operator position in order to receive Night Service coverage to a calling group.
Lines that are not assigned to a Night Service group, whether or not they appear at operator consoles, do not receive Night Service treatment.
In Release 4.0 and prior systems, when an operator associated with a Night
Service group activates Night Service or when the Time Set option turns on Night
Service operation automatically, any calls received on lines/trunks programmed to ring at individual operator consoles ring immediately at all available extensions assigned to the group.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Night Service
Issue 1
August 1998
Page 445
!
SECURITY l ALERT:
Avoid programming a remote access line as a destination for Night Service for any published telephone number. Professional toll-fraud criminals scan telephone directories for published local and 800 telephone numbers. Using these numbers, they attempt to gain access to the system, then may use such features as Remote Access to reach outside facilities from within the
system. For additional information about toll fraud, see Appendix A,
“Customer Support Information.”
An extension in a Night Service group is considered unavailable, and a Night
Service call does not ring at that extension when any of the following situations occur:
■
■
A telephone is in extension or system programming mode.
A user with an MLX display telephone is using Alarm Clock or Directory features.
■
■
■
A telephone is busied-out for maintenance or system programming.
All SA or ICOM buttons are in use.
A single-line telephone user is on a call.
NOTE:
Up to eight Night Service groups can be created, one for each operator.
There is no limit to the number of extensions assigned to each group. Each extension can be assigned to more than one group.
Night Service with Outward Restriction 0 3
Night Service with Outward Restriction prevents unauthorized after-hours use of extensions. When this option is programmed, only authorized operators can activate and deactivate Night Service, and only authorized users can place calls.
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), Night Service outward restriction does not apply to non-local dial plan calls.
A system operator must enter a password to activate or deactivate Night Service.
When one operator activates or deactivates Night Service this way, all consoles are put into Night Service. If Night Service groups are assigned, Night Service is activated or deactivated for all groups and cannot be activated or deactivated independently for each group. When the Night Service feature is activated, enter a password before making a nonemergency outside call. When you have entered the correct password, the system checks for calling restrictions assigned to your extension before allowing the call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Night Service
Issue 1
August 1998
Page 446
A Night Service Emergency Allowed List of emergency numbers can include up to
10 numbers, each with no more than 12 digits. Users who do not know the Night
Service password can dial only the numbers on the list; calls to numbers not on the list do not go through unless the caller enters a password.
One Exclusion List for Night Service can be created to exempt specific extensions from the password requirement. An unlimited number of extensions can be assigned to the list. However, normal calling restrictions (if any) assigned to the extension are still in effect. Unrestricted extensions on the list are not protected against unauthorized after-hours use.
HotLine extensions cannot dial the Night Service Emergency numbers or the
Night Service password.
Night Service with Time Set 0 3
When Night Service with Time Set is programmed, the system automatically activates Night Service on all operator consoles at a specified time of day on specified days of the week. A different time of day to activate or deactivate Night
Service can be programmed for each day of the week. Operators can still override the timer and turn Night Service on and off manually. If one system operator overrides the timer, Night Service is activated or deactivated on all consoles.
Night Service also can be activated through system programming for special conditions, such as a midweek holiday.
Night Service with Coverage Control 0 3
In Release 4.1 and later systems, system managers can set Night Service, in combination with any other Night Service options, to control the status of programmed Coverage VMS Off buttons at Night Service member extensions.
This allows the system manager to turn on the voice messaging system (VMS) coverage of outside calls automatically.
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), Night Service with Coverage Control does not work for non-local dial plan extensions.
A coverage sender with a VMS calling group assigned as a receiver can program a Coverage VMS Off button to prevent outside calls from being sent to voice mail.
When Coverage VMS Off is inactive (button is unlit), inside and outside calls go to voice mail. When the programmed feature is active (button is lit), only inside calls go to voice mail.
The system manager can enable Night Service with Coverage Control through system programming. The option then automatically activates Coverage VMS Off buttons at member extensions when Night Service operation begins. When Night
Service goes off, the Coverage Control option automatically deactivates member
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Night Service
Issue 1
August 1998
Page 447 extensions’ Coverage VMS Off buttons so that outside calls are no longer covered by voice mail.
A user at a member extension can press the Coverage VMS Off button to change its status, regardless of Night Service operation. When the next Night Service transition takes place, all programmed Coverage VMS Off buttons reflect the current Night Service status. The most recent event, whether it is a Night Service transition or a user button-press, governs the status of the Coverage VMS Off buttons.
Considerations and Constraints 0 3
A Direct Inward Dial (DID) call to any member of a Night Service group rings at all group members’ telephones.
If an extension assigned to a Night Service group has the same outside line
(personal line) as an operator console, calls to this line ring immediately at each extension, even if the personal line on the telephone is programmed for Delay
Ring or No Ring. If the extension does not have the outside line assigned, the call rings on an SA or ICOM button.
When Night Service is deactivated by an operator or automatically by the system, extensions are reset to their programmed Ring Timing options.
When a feature code is used to activate or deactivate Night Service, and Outward
Restriction is programmed, a DLC operator does not hear an error tone if an invalid password is entered. Unless a Night Service button is programmed, an operator cannot determine whether Night Service is active.
When both the Night Service with Outward Restriction and Night Service with
Time Set options are programmed, the system imposes restrictions automatically.
When Night Service with Outward Restriction is used, an operator must enter a password to manually activate or deactivate Night Service.
When Night Service with Outward Restriction and/or Night Service with Time Set are programmed, Night Service is activated or deactivated for all operator consoles. If Night Service groups are also programmed, Night Service cannot be activated or deactivated separately for each group.
When Night Service with Outward Restriction is activated and a user with a restricted extension presses a dialpad button while on a call, the call is disconnected, the user hears a fast busy signal, and the line/trunk is released.
When the dialpad is used, the system assumes that the user is trying to make an outside call, which is not allowed because of the Night Service restriction assigned to the extension.
Operators can override Night Service with Time Set and turn Night Service on or off manually.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Night Service
Issue 1
August 1998
Page 448
Night Service with Time Set can be deactivated through system programming for special conditions such as a midweek holiday.
An answering machine connected to an 012 module or 016 (T/R) module can be set up as a member of a Night Service group to automatically answer after-hours calls. External alerts, such as strobes, bells, or chimes, can be connected either to an analog multiline telephone by using a Supplemental Alert Adapter, or to an
MLX telephone by using a Multi-Function Module (MFM) that is a member of a
Night Service group. The external alert sounds or lights when a Night Service call comes in to that telephone.
Changing the system time while in Night Service mode deactivates Night Service;
Night Service then must be reactivated manually.
Night Service with Coverage Control controls voice messaging system coverage only and has no effect on other forms of coverage, such as Individual Coverage or other types of Group Coverage. When the option is disabled, Night Service does not affect programmed Coverage VMS Off buttons.
If a user with a programmed Coverage VMS Off button activates or deactivates
Coverage by pressing the button on his or her telephone, the next transition to
Night Service does not necessarily toggle the button to the opposite status.
Instead, when Night Service goes on or off, the button assumes the same active or inactive state that it would have if no manual button-press had taken place. The most recent event, whether it is a manual button-press or an automatic change set by the Coverage Control option, determines the active/inactive state of the programmed Coverage VMS Off button.
Telephone Differences 0 3
Direct-Line Consoles 0 3
A DLC operator also can activate Night Service by pressing the Feature button and dialing . When a feature code is used to activate or deactivate Night
Service and Outward Restriction is programmed, the DLC operator does not hear an error tone if an invalid password is entered and, unless a Night Service button is programmed, cannot determine whether Night Service is active.
On a system with 29 or fewer lines, a Night Service button is factory-assigned to analog DLCs with 34 buttons or more. On a system with more than 29 lines, the
Night Service button is not factory-assigned; instead, line 31 is assigned. The
Night Service button is not a fixed feature and can be assigned to any available button on either an analog or MLX DLC.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Night Service
Issue 1
August 1998
Page 449
Queued Call Consoles 0 3
The Night Service button is factory-assigned as a fixed feature on a QCC.
In Release 4.1 and later systems, if an outside line is assigned to more than one
QCC Night Service group and only one QCC operator activates Night Service, incoming calls on the outside line ring on extensions programmed as members of the Night Service group associated with the operator.
In Release 4.0 and prior systems, if more than one QCC operator is assigned to receive calls on an individual outside line, Night Service must be activated at all assigned positions before calls on the line/trunk ring on extensions programmed as members of the Night Service group. If Night Service is not activated by one of the QCCs programmed to receive the calls, after-hours calls ring at that position and do not receive Night Service coverage.
When Night Service is on, unassigned DID extension and LDN (operator) call types ring into the QCC queue. If these call types are programmed not to go to the
QCC queue, the caller hears an error tone when Night Service is off. However, when Night Service is on, these call types still ring into the QCC queue, regardless of programming.
When multiple Night Service calls are received in the QCC queue at the same time and none of the calls are answered by a Night Service group member—all group member SA or ICOM buttons are busy—new calls are sent to the QCC queue and can be answered only by a QCC operator. To avoid this situation, all outside lines assigned to ring on the QCCs should be assigned as personal lines on at least one group member’s extension.
Other Multiline Telephones 0 3
To make a call when Night Service with Outward Restriction is assigned on a multiline telephone, before lifting the handset, press the Hold button and dial the password. When you have entered the correct password, lift the handset and make the outside call. Night Service password entry is not supported on
MDC 9000 or MDW 9000 telephones.
Single-Line Telephones 0 3
Single-line telephones cannot make outside calls when Night Service with
Outward Restriction is activated.
Feature Interactions 0 3
Alarm A line/trunk jack programmed as a maintenance alarm port cannot be assigned to a Night Service group.
Authorization Code An authorization code can be used when Night Service is activated. For
Night Service with Outward Restriction, a user must enter a valid password before entering an authorization code.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Night Service
Issue 1
August 1998
Page 450
Automatic Route
Selection
Caller ID
When Night Service with Outward Restriction is programmed, a user must enter the password before dialing the ARS dial-out code, unless either the extension is assigned to an exclusion list or the number is on an emergency numbers list.
Caller ID information appears on the display whether or not Night Service has been activated.
Calling Restrictions For Night Service with Outward Restriction, a Night Service Emergency
Numbers List must be created to include emergency numbers that can be dialed from any extension without dialing the password. Any restrictions for an extension assigned to the Exclusion List continue in effect when
Night Service is activated.
Centralized Voice
Messaging
Coverage
A VMS can be placed into Night Service only by the system on which it resides. However, for Release 6.1 and later systems, calls coming in from a remote MERLIN LEGEND system are handled by Night Service when the local VMS switches to Night Service.
When the system manager enables the Coverage Control option, a transition into Night Service operation (either by pressing the Night
Service button at an operator’s console or through the Time Set feature) automatically deactivates all programmed Coverage VMS Off buttons
(LED is off) at extensions in the Night Service group. This allows calls to go to voice messaging system coverage at night. When the system is taken out of Night Service—either by a press of the Night Service button at an operator’s console or through the Time Set option—the Coverage
Control option automatically activates all programmed Coverage VMS Off buttons, turning the LED on at extensions in the Night Service group.
Outside calls no longer go to the voice messaging system.
A user at the extension can override the Night Service with Coverage
Control option by pressing the programmed Coverage VMS Off button at any time.
Digital Data Calls
Display
If a digital communications device or videoconferencing system is a member of a Night Service group, voice calls to the Night Service group do not ring at these extensions. Data or video calls do ring, and 2B data calls can be established. However, if there are two or more 2B data extensions receiving Night Service calls, the two 1B data calls that form a
2B data call may be directed to different extensions, instead of the same one, during Night Service operation.
If a system operator must enter a password to turn Night Service on and off, the display prompts the operator for the password. No message is displayed either when an operator activates Night Service by using a feature code or when Night Service is off.
If an MLX display telephone is in test mode and a Night Service call arrives, the call rings at the telephone. However, the calling information is not displayed until the user presses the Home button to see it.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Night Service
Issue 1
August 1998
Page 451
Forward and
Follow Me
Group Calling
When an extension is a member of a Night Service group and Night
Service is activated, calls received at the extension are forwarded to extensions by using Forward and Follow Me but are not forwarded to outside or non-local telephone numbers when Remote Call Forwarding is used.
In Release 6.1 or later (Hybrid/PBX mode only), if the operator in charge of Night Service forwards calls to an outside number or a non-local extension, calls are not forwarded to that number or extension.
In Release 2.0 and later systems, a calling group can be a Night Service group member. If a calling group is used as a Night Service member, no other calling groups or extensions are allowed to be Night Service members.
HotLine
Integrated
Administration
Multi-Function
Module
Music On Hold
In Release 6.1 and later systems (Hybrid/PBX mode only), a calling group receiving Night Service calls may contain a non-local extension as its only member.
HotLine extensions (Release 5.0 and later systems) can be members of
Night Service groups. If a HotLine extension dials an outside call and
Night Service with Outward Restriction is on, either the HotLine extension number must be in the Night Service Exclusion List or the number it dials must be on the Night Service Emergency List.
The Automated Attendant service can be used for Night Service operation. The necessary system programming options can be set through Integrated Administration.
An MFM can be a member of a Night Service group. An external alert connected to the MFM in Supplemental Alert Adapter (SAA) operation, when assigned to a Night Service group, can be used for supplemental ringing for after-hours calls.
A line/trunk jack programmed for Music on Hold cannot be assigned to a
Night Service group.
Paging
Personal Lines
Pickup
A line/trunk jack programmed as a Loudspeaker Paging port cannot be assigned to a Night Service group.
If the voice mail calling group is assigned as a member of a Night Service group, incoming lines receive Automated Attendant treatment. When a call is answered by the Night Service group, ringing does not occur at an extension with that personal line and the Night Service coverage is used instead of the principal user’s coverage.
By using Pickup, a user at another extension can answer a call ringing at a Night Service group extension.
Primary Rate Interface and T1
A PRI B-channel can be assigned to a Night Service group if the Routing by Line Appearance option is assigned to the B-channel group. If routing by dial plan is assigned to the B-channel group, the B-channels in that group cannot be assigned to Night Service groups.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Night Service
Remote Access
Ringing Options
Service Observing
System Access/
Intercom Buttons
UDP Features
Issue 1
August 1998
Page 452 in Release 4.1 and later systems, when shared remote access is assigned to an outside line that belongs to one or more Night Service groups, incoming calls on that line receive remote access treatment when
Night Service is activated on any operator position.
In Release 4.0 and prior systems, when shared remote access is assigned to a line/trunk, incoming calls on that line/trunk receive remote access treatment only when Night Service is activated on all operator positions that receive calls on the line/trunk. When a call is received on a line/trunk assigned for shared remote access and Night Service is not activated, the call rings at the assigned telephone, operator console, or calling group.
When Night Service is turned on, calls received at a Night Service group member’s telephone ring immediately, even if the line buttons are programmed for Delay Ring or No Ring. When Night Service is turned off, extensions return to their programmed Ring Timing options.
In Release 6.1 and later systems, if a Night Service call is answered at an extension in a Service Observing group, the call can be observed.
Night Service calls override any Ring Timing options (Delay Ring or No
Ring) programmed for SA buttons and ring immediately. Shared SA buttons flash and do not ring.
In Release 6.0 and later systems (Hybrid/PBX mode only), if Night
Service is programmed with outward restriction, the restriction does not apply to non-local dial plan calls. Exclusion lists apply only to the local system’s extensions and do not apply to UDP calls.
Transitions into and out of Night Service must be made locally. For example, an operator cannot turn on Night Service at a remote system.
During Night Service operation, a user can call into a shared remote access trunk and use remote access to reach non-local extensions.
During Night Service operation, an intersystem call to a member of a
Night Service group rings at all member extensions.
Private trunks should not be assigned to a Night Service group.
Notify
See “Signal/Notify” on page 621
.
0 3
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Paging
Paging
0 3
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Code
MLX Display Labels
System Programming
Maximums
Groups
Telephones
Line/trunk Jacks
Factory Settings
Extensions
Issue 1
August 1998
Page 453
0 3
Telephone users, operators
Dial Plan Information, Extension Information, Group Paging,
System Information ( 6\V6HWXS )
All
All
+ group or Page All ext. no.
*URXS3DJH>*US3J@
/RXGVSNU3J>/GV3J@
●
Assign telephones to paging groups:
([WHQVLRQV
→
More
→
*URXS3DJH
Designate a loop-start or ground-start/loop-start line/trunk jack
● as a paging jack:
$X[(TXLS
→
/GVSNU3J
6 speakerphone paging groups
1 Page All group
10 in each paging group (see Note below)
3 programmed as loudspeaker paging ports
793–798 (speakerphone paging groups)
799 (Page All group)
NOTE:
Each extension can belong to up to seven paging groups (for example, each of the six speakerphone paging groups and the Page All group).
Description 0 3
Paging allows users to broadcast announcements using their telephones. There are two types of paging: Speakerphone Paging and Loudspeaker Paging.
Speakerphone Paging allows broadcasting either to specific individuals or to designated groups. Loudspeaker Paging allows broadcasting to specific groups or to all extensions, depending on whether or not the loudspeaker system is a multizone paging system.
Speakerphone Paging 0 3
An announcement made by using Speakerphone Paging is heard on telephones with built-in speakerphones (except single-line telephones with built-in speakerphones) or speakerphone adjuncts. Speakerphone Paging can be directed to an individual telephone, to groups, or to all speakerphones.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Paging
Issue 1
August 1998
Page 454
Individual Paging
An SA Voice or ICOM Voice button on a multiline telephone is used for
Speakerphone Paging directed to an individual extension (also called voice-announced inside calling). Select the voice button, and then dial the extension number of the telephone to receive the voice-announced call. If the voice announcement can be made, the caller hears a tone and then speaks into the handset.
0 3
The person called hears the announcement over the speakerphone, unless one of the following conditions exists:
■
■
■
The telephone does not have a speaker.
The person called is using the speakerphone.
The person called is on an analog multiline telephone, and the system manager has removed Voice Announce to Busy from the extension.
■
■
■
The person called has disabled voice announcements.
The person called is using Do Not Disturb.
The person called is a QCC operator.
When any of these conditions exists, the caller hears ringback if the person called has an available SA or ICOM button. The caller hears a busy, call-waiting, or callback tone when the person called is busy on all SA or ICOM buttons. If the person called is using Do Not Disturb, the caller hears a busy signal.
Speakerphone Paging to an individual extension is considered an inside call. The green LED next to an available SA or ICOM button flashes to indicate an incoming call. The person called can use the Hands-Free Answer on Intercom (HFAI) feature to talk to the caller or can pick up the handset and speak.
Group Paging 0 3
Group Paging directs Speakerphone Paging either to a selected group of extensions, such as a department or work area, or to all extensions in the system, except QCC operator positions.
NOTE:
The system manager can program a QCC Call button to allow voiceannounced calling, but a QCC cannot receive speakerphone pages.
The system automatically reserves extension numbers 793 through 798 for the first six speakerphone paging groups. Up to 10 extensions can be assigned to each speakerphone paging group. The seventh speakerphone paging group is called the Page All group and is factory-set to page all extension numbers. The system automatically reserves extension number 799 for the Page All group. An extension can belong to up to seven speakerphone paging groups (including the
Page All group).
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Paging
Issue 1
August 1998
Page 455
When the extension number for a speakerphone paging group is dialed by using an SA or ICOM button, the announcement over speakerphones is heard on all telephones assigned to the group. If the extension dialed is for the Page All group, the announcement is heard on speakerphones throughout the system. A speakerphone paging group member does not hear a group page if one of the following conditions exists:
■
■
■
The telephone has no speakerphone.
The paging group member is using the speakerphone.
The paging group member is on an analog multiline telephone, and the system manager has removed Voice Announce to Busy from the extension.
■
■
■
■
The paging group member has disabled voice announcements.
The paging group member has an MLX telephone and either is programming (extension, centralized, or system) or testing the phone.
The paging group member has an analog multiline telephone and is in extension programming. (Speakerphone pages are received on analog multiline telephones in test mode.)
The paging group member is using Do Not Disturb.
When a group member does not hear the announcement for any of these reasons, the caller is not notified unless all extensions in the group cannot hear the page, in which case the caller hears a busy signal.
The people being paged can listen only to the page over the speakerphone and cannot respond to the person making the page.
Loudspeaker Paging 0 3
Loudspeaker Paging is used when a loudspeaker paging system is connected to the system on a line/trunk jack programmed for Loudspeaker Paging. Pages over a loudspeaker paging system are heard everywhere in the building or only in a particular area, depending on whether or not the loudspeaker system is a multizone paging system.
Considerations and Constraints 0 3
A telephone without a speakerphone, loudspeaker, or speakerphone adjunct cannot be a member of a speakerphone paging group.
After using Loudspeaker Paging, users must remember to disconnect the paging call. Otherwise, the loudspeaker paging system may not be available for someone else.
When a user tries to page a speakerphone paging group that is receiving a voice announcement, the user hears a busy signal.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Paging
Issue 1
August 1998
Page 456
Some group members may not hear the announcement (because they are making pages, for example), but the user is not notified unless none of the group telephones can broadcast the page, in which case the caller hears a busy signal.
If an analog multiline telephone has had Voice Announce to Busy disabled through programming and the user lifts the handset while listening to a speakerphone page, he or she is disconnected from the page.
If a multiline telephone user has Voice Announce to Busy active and lifts the handset while listening to a page, the page continues and he or she can still make a call.
A maximum of three line/trunk jacks can be programmed for Loudspeaker Paging and used to connect a single-zone or multizone paging system. Each zone requires its own loudspeaker paging jack, and a user cannot dial a single access code to reach more than one paging system at a time.
Using the speakerphone for making a Speakerphone or Loudspeaker Paging call can cause a feedback tone.
Loudspeaker paging jacks are LS or GS line ports programmed as paging ports.
Up to three can be programmed. An extension jack cannot be programmed for loudspeaker paging.
Any loop-start or ground-start/loop-start line/trunk jack can be assigned as a loudspeaker paging jack. A line/trunk jack on an 800 DID, 100D, or 400EM
(tie trunk) module cannot be programmed as a loudspeaker paging jack.
A loudspeaker paging jack cannot be assigned to a pool that contains lines/trunks used to make or receive outgoing calls.
When a line/trunk jack is assigned for Loudspeaker Paging, only the loudspeaker paging system can be connected.
If the loudspeaker paging system is multizone, users must dial the appropriate zone number specified by the paging system before making an announcement.
The system supports loudspeaker systems with talkback (bidirectional paging), which allows users to respond to pages.
In Release 6.0 and later systems (Hybrid/PBX mode only), loudspeaker and voice paging calls cannot be made to non-local dial plan extensions or paging groups.
Prior to Release 2.1, users at extensions programmed with Forced Account Code
Entry need to enter an account code to use Loudspeaker Paging. In Release 2.1 and later systems, users at extensions programmed with Forced Account Code
Entry do not need to enter an account code to use Loudspeaker Paging.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Paging
Telephone Differences 0 3
Issue 1
August 1998
Page 457
Direct-Line Consoles 0 3
The line/trunk jack programmed for Loudspeaker Paging can be assigned to a button on an analog or digital Direct-Line Console (DLC) for one-touch access. An operator with an MLX DLC also can access a loudspeaker paging system by dialing the line/trunk number (801–880) for the line/trunk jack on which the loudspeaker paging system is connected.
Queued Call Consoles 0 3
A QCC cannot make or receive voice-announced inside calls, which are speakerphone calls to an individual extension. A QCC cannot be a member of a speakerphone paging group and cannot receive group pages; however, it can make announcements to a paging group.
A QCC operator can use the Group Paging feature either by selecting a Call button and pressing the DSS button or by dialing the extension for the group.
A QCC operator can use a loudspeaker paging system only by selecting a Call button, selecting /RXGVSHDNHU3DJLQJ from the display, and then dialing the
Loudspeaker Paging line number (801–880).
Cordless and Cordless/Wireless Telephones 0 3
MLC-5, MDC 9000, and MDW 9000 telephones cannot be members of paging groups or receive speakerphone pages.
Loudspeaker pages can be made from MLC-5 cordless telephones.
All Other Multiline Telephones 0 3
To receive pages, a multiline telephone must have Voice Announce to Busy on, which is the factory setting. An analog multiline telephone requires two consecutive jacks to the telephone: one for ringing calls and another for pages.
To direct Speakerphone Paging to an individual extension, select an SA Voice or
ICOM Voice button, dial the extension number, and speak into the handset or speakerphone. To direct Speakerphone Paging to a group of extensions or to all extensions by using Page All, select any SA or ICOM button, press the programmed Group Page button or dial the extension for the speakerphone paging group or Page All group, and speak into the handset. Using a speakerphone for a group page can cause feedback.
A multiline telephone user can access the loudspeaker paging equipment. Make a
Loudspeaker Paging announcement in the following ways:
■ Select a line button programmed for the line/trunk jack on which the loudspeaker paging system is connected.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Paging
Issue 1
August 1998
Page 458
■
■
■
Select an SA button and dial the pool dial-out code for the loudspeaker paging jack.
Select an SA or ICOM button—either by pressing a Pickup button programmed specifically for the paging line or by pressing the Feature button and then dialing —followed by the paging line number (801–880).
Select /RXGVSHDNHU3DJH from the display (MLX display telephones only) and dial the line number (801–880).
Once the loudspeaker paging system is accessed, dial the assigned code number for the paging zone (if required by the loudspeaker paging system) and speak into the handset.
Single-Line Telephones 0 3
Single-line telephones cannot receive pages, even if they have speakerphones.
They cannot be included as members of a speakerphone paging group.
Single-line telephones cannot be used to make or receive voice-announced inside calls (Speakerphone Paging directed to individual extensions).
To direct Speakerphone Paging to a group of extensions or to all extensions by using Page All, lift the handset. Then, while listening to inside dial tone, dial the extension number of the paging or Page All group, and speak into the handset.
To use Loudspeaker Paging while listening to inside dial tone, lift the handset and dial (Pickup), then dial the paging jack’s line number and speak into the handset. The paging jack is normally not assigned to a single-line telephone.
Feature Interactions 0 3
Account Code Entry Prior to Release 2.1, users at extensions programmed with Forced
Account Code Entry need to enter an account code to use Loudspeaker
Paging. In Release 2.1 and later systems, this restriction is removed.
Auto Dial
Barge-In
A speakerphone paging group extension number can be programmed onto an inside Auto Dial button.
Operators cannot use Barge-In to join speakerphone or loudspeaker paging calls.
Callback A speakerphone paging (voice-announced inside) call that is queued by using Callback automatically becomes a ringing call. Callback cannot be used for calls to a speakerphone paging group. Systems with loudspeaker paging can be set up to allow calls to be queued for the loudspeaker paging system by placing the loudspeaker paging line in its own pool and having users access the paging system through the pool.
When the pool is busy, calls to the loudspeaker paging system can be queued.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Paging
Issue 1
August 1998
Page 459
Call Waiting
Camp-On
Conference
Digital Data Calls
Call Waiting cannot be used for calls to busy speakerphone paging groups.
Camp-On cannot be used for calls to busy speakerphone paging groups.
Group and loudspeaker paging calls cannot be added to a conference.
Direct Station
Selector
Display
Digital communications devices and videoconferencing systems can be assigned to paging groups. However, they should not be: they are not alerted if there is a call to a paging group, and they cannot make group pages.
A DSS button for a line/trunk programmed as a loudspeaker paging line is used only to indicate whether the paging system is in use and cannot be used to gain access to the loudspeaker paging system. A DSS button can be used only to dial an extension for a paging group. When a DSS button for a paging group is pressed, transfer is not automatically initiated.
When users with MLX display telephones use Group Paging, they see a message on the display, indicating the number of the paging group. If a loudspeaker paging jack is not programmed, /RXGVSHDNHU3DJH is not shown as a feature choice on MLX display telephones.
Do Not Disturb
Forward and
Follow Me
Speakerphone paging calls cannot be made to an extension with the Do
Not Disturb feature activated.
Calls cannot be forwarded to a paging group. The line/trunk number used to connect loudspeaker paging equipment cannot be used to forward calls to outside telephone numbers.
A user with a headset hears group pages over the speakerphone.
Headset Options
Hold
HotLine
Inspect
A paging call can be put on hold by the caller. An inside voice-announced call can be put on hold by the person being called.
A HotLine extension cannot access Loudspeaker Paging, but a HotLine extension can be programmed to dial a Group Paging number.
If a user gets a voice-announced inside call or a group page while using the Inspect feature, the Inspect feature is canceled and the user is returned to the Home screen.
Microphone Disable Calls made to speakerphone paging groups can still be heard over telephones where microphones are disabled.
An MFM should not be a member of a speakerphone paging group.
Multi-Function
Module
Night Service A line/trunk jack programmed as a Loudspeaker Paging port cannot be assigned to a Night Service group.
Personal Lines
Pickup
A line/trunk used for loudspeaker paging equipment cannot be assigned as a personal line.
When the line number used for loudspeaker paging is not assigned to a button on a multiline telephone, you can access the loudspeaker paging system with Individual Pickup: dial the paging jack’s line number
(801-880) or program a Pickup button specifically for the paging line number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Paging
Issue 1
August 1998
Page 460
Pools In Hybrid/PBX mode, line/trunk jacks used for loudspeaker paging cannot be assigned to pools.
Primary Rate Interface and T1
If the extension for an incoming PRI call matches a group paging extension, the call is treated as an unassigned Direct Inward Dial call.
Data lines cannot be used for paging.
Remote Access Loudspeaker Paging cannot be accessed from outside the system through either DID lines or remote access.
Service Observing
SMDR
System Access/
Intercom Buttons
In Release 6.1 and later systems, a Group Page call cannot be observed.
A Loudspeaker Page call cannot be observed.
Paging calls are not printed on the SMDR report.
Announcements using Speakerphone Paging can be made from a
Shared SA button. However, users cannot join a page on a Shared SA button.
System
Renumbering
Transfer
UDP Features
Extensions for paging groups can be renumbered. The factory-set extensions are 793 through 799; Page All is 799.
Calls cannot be transferred either to paging groups or the loudspeaker paging extension.
In Release 6.0 and later systems (Hybrid/PBX mode only), loudspeaker and voice paging calls cannot be made to non-local dial plan extensions or paging groups.
Voice Announce to Busy
Users who program their extensions to turn off Voice Announce to Busy
(Voice Announce on MLX telephones) do not receive individual or group speakerphone pages.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Park
Park
0 3
Issue 1
August 1998
Page 461
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
Park at own extension
Park Zone
MLX Display Label
Park at own extension
Park Zone
System Programming
Maximums
No. of parked calls in park zones
Factory Settings
Park Zones
Call Park Return Interval
QCC Priority Level for returning parked calls
0 3
Telephone users, operators
Extension Information, Operator Information, System
Information ( 6\V6HWXS )
All
All except single-line
+ park zone (DLC operators only)
3DUN
3DUN=RQH>3UN=Q@
●
Assign return interval before unanswered parked call returns:
2SWLRQV
→
&DOO3DUN5WQ
8 (one parked call for each zone)
Ext. 881–888
180 sec (range 30–300 sec, in increments of 10 sec)
4 (range 1–7)
Description 0 3
Park puts a call on hold so that it can be picked up from any extension in the system. A user can park a call and then pick it up at another telephone or can use paging to announce the call so that another person can pick it up. A parked call is picked up using the Pickup feature.
A user (but not a QCC operator) can park calls at his or her own extension by activating Park during the call; or by pressing the Transfer button, dialing his or her own extension number, and pressing the Transfer button again to complete the transfer. The green LED winks at the button where the call is parked and at all other associated SA and Shared SA buttons. At least two SA or ICOM buttons are required to use Park this way, and if you must park more than one call at a time, additional SA or ICOM buttons should be assigned to your telephone.
If a parked call is not picked up within the call park return interval (30–300 seconds; the factory setting is 180 seconds), the call returns to and rings at the extension that parked the call. Returning parked calls for a QCC operator can be programmed to return to a different operator.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Park
Issue 1
August 1998
Page 462
The system also automatically reserves eight extensions (881–888) on which operators can park calls. Only operators can use these park-zone extensions.
Considerations and Constraints 0 3
Only system operators can use park zones. Operators must share the eight extensions (881–888) reserved for operator park zones.
To park a call at a park zone, an operator with a DSS presses the DSS button for the park zone while the caller is on the line. If an operator tries to park a call by pressing the Transfer button followed by the DSS button for the park zone, the call is put on hold for transfer and is not parked. This may result in unintentionally transferring a call to an outside number.
Telephone Differences 0 3
Direct-Line Consoles 0 3
DLC operators can park calls either by activating Park during the call or by pressing a DSS button programmed for an operator park zone. DLC operators also can park calls at their own extensions. For the park zones to be assigned to a
DSS connected to an MLX DLC, the extension numbers must be in the range programmed for the Page buttons.
The eight park zone codes cannot be assigned to the DSS buttons on a
MERLIN II System Display Console.
Queued Call Consoles 0 3
A QCC operator must have a DSS to park a call. To park a call he or she either presses a DSS button for a park zone or presses the Start button and then a DSS button for an operator park zone. The call is automatically parked; the operator does not need to press the Release button.
QCC operators cannot park calls at their own extensions.
For park zones to be assigned to a DSS connected to a QCC position, the extension numbers must be in the range programmed for the Page buttons.
Calls parked by QCC operators can be programmed to return to the QCC queue, or they can be assigned to the QCC operator who parked the calls and/or to another QCC operator. Returning parked calls are assigned a QCC priority level
(the factory setting is 4) by using the Returning Call Type setting. A QCC operator can return a parked call to the message center position.
To pick up a parked call, a QCC operator selects 3LFNXS from the display and dials the number for the extension or park zone where the call is parked.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Park
Issue 1
August 1998
Page 463
Other Multiline Telephones 0 3
Multiline telephone users park calls at their own extension numbers by pressing programmed Park buttons. On an MLX display telephone, a user can press the
Feature button and select 3DUN from the display.
If a user pages another person to announce a parked call, he or she mentions the extension number where the call is parked.
A multiline telephone user also can park calls by pressing the Transfer button, dialing his or her own extension number (the user hears a busy tone), and then pressing the Transfer button again to complete the transfer. The call is automatically parked when the transfer is completed.
To pick up a parked call, press a programmed Pickup button or press the Feature button, dial , and then dial the extension number for the telephone or park zone where the call is parked. MLX telephone users also can press the Feature button and select the feature from the display.
Single-Line Telephones 0 3
To park a call, a single-line telephone user presses and releases either the Recall or Flash button or the switchhook and dials his or her own extension number. The user hears a busy tone, and the call is parked.
NOTE:
If a single-line telephone with a positive or timed disconnect is used, for example, the Lucent Technologies model 2500YMGL or 2500MMGK, pressing the switchhook disconnects the call. With this type of telephone, the Recall or Flash button, instead of the switchhook, must be used to park a call.
To pick up a parked call, the single-line user lifts the handset and (while listening to inside dial tone) dials and the extension number for the telephone where the call is parked.
Feature Interactions 0 3
Authorization Code Initiating Park after entering an authorization code deactivates the
Authorization Code feature. An authorization code is not needed to pick up a parked call.
Auto Dial An operator can program park zones on inside Auto Dial buttons. An inside Auto Dial button also can be programmed with a user’s (including an operator’s) own extension number and can be used to park calls.
When the system is programmed for one-touch Hold with manual completion, the user hears a busy signal and must complete the transfer either by hanging up or by pressing the Transfer button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Park
Callback
Conference
Coverage
Digital Data Calls
Direct Station
Selector
Display
Issue 1
August 1998
Page 464
Calls waiting in a callback queue cannot be parked.
Conference calls cannot be parked. If a QCC operator tries to park a conference call by pressing the Start button and then pressing the DSS button for the park zone, the park is denied and the operator is reconnected to the conference call.
A returning parked call is not eligible for coverage. A call answered on a
Primary Cover, Secondary Cover, or Group Cover button cannot be parked on that button. To park calls received on a Cover button at your extension, press the Transfer button, dial your own extension, and press the Transfer button again to complete parking the call.
Data calls cannot be parked.
For park zones to be assigned to a DSS connected to an MLX operator console, the extension numbers must be in the range programmed for the
Page buttons.
When an operator parks a call by using an associated DSS button and the call returns, the red LED associated with the park zone where the call is parked turns off and does not flash, as it does for a transfer return.
To park a call at a park zone, an operator with a DSS presses the DSS button for the park zone while the caller is on the line. If an operator tries to park a call by pressing the Transfer button followed by the DSS button for the park zone, the call is put on hold for transfer and is not parked.
This may result in an unintentional transfer to an outside number.
Park zone numbers cannot be assigned to the DSS buttons on a
MERLIN II System Display Console.
On a QCC, returning parked calls are identified by call type and the name or extension number of the operator who parked the call. The second line of the QCC display also shows the caller information. On 2-line displays, press the More button to see complete caller information.
Returning parked calls are not forwarded.
Forward and
Follow Me
Group Calling
Headset Options
Hold
HotLine
Line Request
A calling group member who parks a call is considered available to receive another call.
If a call is parked, another call can be automatically answered by using
Headset Auto Answer.
If a single-line telephone user with a call on hold hangs up, the call is disconnected. Park should be used instead of Hold.
When a user or operator parks a call received on a personal line button and the call is picked up using Pickup at another extension and then put on hold, other users who share the personal line cannot press the line button and pick up the call.
Park cannot be used by HotLine extensions (Release 5.0 and later systems).
A returning parked call cancels Line Request.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Park
Multi-Function
Module
Music On Hold
Pickup
Recall/Timed Flash
Service Observing
SMDR
System Access/
Intercom Buttons
System
Renumbering
Transfer
UDP Features
Issue 1
August 1998
Page 465
A user at an MFM cannot park a call but can pick up a call parked by another user.
If Music On Hold is programmed, a parked caller hears Music On Hold.
A parked call can be picked up by using Individual Pickup.
A single-line telephone user presses a Recall or Flash button to use
Park.
In Release 6.1 and later systems, a call that is parked cannot be observed. Once an extension answers a parked call, the call can be observed.
If an incoming call was parked but not picked up by the other extension, the extension of the user who activated Park is shown in the STN field of the SMDR record for the call. If an incoming call was parked and picked up by the destination extension, the destination extension is shown in the
STN field of the SMDR report.
When a user parks a call made or received on an SA button, Shared SA buttons do not ring when the parked call returns.
System operator park zones can be renumbered. (The factory-set zones are 881–888.)
A user also can park calls by pressing the Transfer button, dialing his or her own extension, and pressing the Transfer button again. DLC operators can press Transfer and dial an operator park zone. When this method is used, complete the transfer by pressing the Transfer button or by hanging up. This method cannot be used by QCC operators.
For Release 6.0 or later systems (Hybrid/PBX mode only), park zones must be in the local system. Calls cannot be parked at remote system park zones.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Personal Lines
Personal Lines
0 3
Issue 1
August 1998
Page 466
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Maximums
Factory Settings
Assigned Personal Lines
0 3
Telephone users, operators, data users
Extension Information
All
All except QCC
●
Assign or remove personal lines:
([WHQVLRQV
→
/LQHV7UXQNV
●
Assign or remove principal user of a personal line:
/LQHV7UXQNV
→
More
→
3UQFLSDO8VU
64 extensions for each personal line
1 extension as principal user
3 simultaneous users for each personal line
Analog DLCs: Lines 1–32
MLX DLCs: Lines 1–18
Multiline telephones: Lines 1–8 (Key mode)
Description 0 3
A personal line, also called a direct facility termination (DFT), is an outside line/trunk assigned to a button on one or more telephones or to another type of extension, such as a data communications device. A personal line can provide either the shared or exclusive use of a specific line/trunk. In Hybrid/PBX mode, a personal line allows users to receive outside calls without operator involvement.
When a personal line is assigned to more than one extension, a principal user of the personal line can be assigned through system programming. Assigning an extension as the principal user has the following effects:
■
■
If Remote Call Forwarding is enabled for the extension, only the principal user can forward personal line calls to an outside telephone number.
Unless the personal line is set to No Ring, calls received on the personal line follow the principal user’s Individual or Group Coverage patterns.
Select a personal line to make or receive outside calls by pressing the associated personal line button on a multiline telephone; a dial-out code is not needed. When the line is in use, the green LED is on at all multiline telephones that share the personal line.
Inside calls cannot be made or received on a personal line.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Personal Lines
Issue 1
August 1998
Page 467
When two or more users answer the same call on a Shared SA or personal line button, the red and green LEDs next to the button go on, but only one person has a talk path with the caller. Privacy should be used to eliminate competition for the same call.
When an individual personal line is assigned to a line button on more than one telephone, up to three users of that personal line can participate in an in-progress call (including conference calls) on which Privacy has not been activated. Users select the personal line button with the call.
Personal lines can be assigned through system programming to single-line telephones or any other type of tip/ring device to allow a user to receive outside calls. Normally the Ringing/Idle Line Preference for single-line telephones or other tip/ring devices is activated, and Automatic Line Selection (ALS) is set to select an
SA or ICOM button. With this arrangement in Key and Behind Switch modes, the single-line telephone user can select the personal line to make an outside call by dialing the Idle Line Access code (usually ) while listening to inside dial tone.
In Hybrid/PBX mode, when either Ringing/Idle Line Preference is deactivated or
ALS is set to select an SA button, a single-line telephone or tip/ring device user cannot select the personal line to make calls but can receive calls on the personal line.
For single-line telephones or other tip/ring devices in any mode of operation, ALS can be set to select the personal line. However, the user cannot make inside calls or activate system features.
A multiline telephone user can program personal line buttons for Immediate Ring,
Delay Ring, or No Ring. When a personal line button is programmed for No Ring, the user can still answer calls received on a personal line by pressing the personal line button with the flashing green LED. However, when a personal line is set to
No Ring and Individual and/or Group Coverage is programmed for the user, calls received on the personal line are not sent to coverage.
If a personal line button is set for coverage of overflow for a Calling Group, the personal line button should be set to No Ring.
Considerations and Constraints 0 3
DID trunks should not be used as personal lines. If a DID trunk is assigned as a personal line, and a call received on the DID trunk is ringing at the extension programmed to receive the calls (the routing extension), the call can be answered by using the personal line button. However, this is not recommended because the purpose of DID trunks is to route calls to specific extensions without the need for personal line assignment or operator assistance.
If a line/trunk is not assigned as a personal line, grouped in a pool (Hybrid/PBX only), or assigned to ring into the Queued Call Console (QCC) queue, and a call is
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Personal Lines
Issue 1
August 1998
Page 468 received on the line/trunk, the caller hears ringback even if that line/trunk does not terminate anywhere in the system.
When an extension is programmed as the principal user (owner) of a personal line, only the principal user can forward calls to an outside number by using
Remote Call Forwarding. When the owner has Individual or Group Coverage, calls received on the personal line follow the owner’s coverage and not the coverage patterns of other extensions that share the personal line.
When no principal user is assigned for a personal line, calls received on the personal line cannot be forwarded to outside telephone numbers or to non-local extensions (Release 6.1 and later systems). Calls follow the Individual Coverage patterns of all senders who share the line and the Group Coverage pattern of the extension with the lowest logical identification number (lowest numbered jack on the module).
Two users can join a call in progress (including a conference call), for up to three users on the same personal line.
Outside lines/trunks used as personal lines cannot be assigned to pools and cannot be assigned as jacks for loudspeaker paging, Music On Hold, or maintenance alarms.
ARS cannot be used on personal lines.
In all modes, personal lines are not factory-assigned to single-line telephones or tip/ring devices connected to 016 (T/R), 012, or 008 OPT modules.
In Release 2.1 and later systems, calls received on personal lines with Do Not
Disturb on go immediately to coverage instead of waiting for the Coverage Delay
Interval.
Mode Differences 0 3
Hybrid/PBX Mode 0 3
When Ringing/Idle Line Preference is turned on and ALS is set to select an SA button, a single-line telephone user cannot select the personal line to make calls.
However, outside calls can be received on the personal line.
In Hybrid/PBX mode, the factory setting assigns personal lines to DLC positions rather than to other multiline telephones.
Key and Behind Switch Modes 0 3
When Ringing/Idle Line Preference is turned on and ALS is set for an ICOM button, a single-line user can select the personal line to make an outside call by dialing the Idle Line Access code (usually ) while listening to inside dial tone.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Personal Lines
Issue 1
August 1998
Page 469
In Key mode, the factory setting for personal lines assigns the first eight lines connected to the system as personal lines on all multiline telephones, including
Multi-Function Modules (MFMs) connected to MLX telephones.
In Behind Switch mode, the factory setting assigns personal lines to DLC positions rather than to multiline telephones.
Telephone Differences 0 3
Direct-Line Consoles 0 3
The factory setting for analog DLCs assigns the first 32 lines connected to the system as personal lines in all modes of operation. For MLX DLCs, the first 18 lines connected to the system are automatically assigned as personal lines.
Queued Call Consoles 0 3
Personal lines cannot be assigned to a QCC or to a pool.
Other Multiline Telephones 0 3
A personal line is selected by pressing the associated personal line button.
Dial-out codes are not required for making outside calls.
Single-Line Telephones 0 3
A single-line telephone user can receive calls on a personal line. To allow a single-line telephone user to select a personal line to make a call, Ringing/Idle
Line Preference must be turned on and ALS must be set to select an SA or ICOM button. In Key and Behind Switch modes, the single-line telephone user with this arrangement can select the personal line to make an outside call by dialing the
Idle Line Access code (usually ) while listening to inside dial tone.
Feature Interactions 0 3
Account Code Entry When Forced Account Code Entry is assigned to an extension and the user tries to dial an outside call on a personal line button without entering the account code, the call does not go through.
Alarm A line/trunk jack used for a maintenance alarm cannot be assigned as a personal line.
Allowed/
Disallowed Lists
Auto Dial
Callback
A user with an outward- or toll-restricted extension cannot dial a toll or outside number on a personal line button, unless the number is on an
Allowed List assigned to the extension. Nor can the user dial a number on a Disallowed List.
An outside Auto Dial button can be used on a personal line.
The Callback feature cannot be used to request a busy personal line.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Personal Lines
Issue 1
August 1998
Page 470
Caller ID Caller ID information appears on the display of shared personal lines.
Outgoing call information is not displayed.
Calling Restrictions A user with an outward- or toll-restricted extension cannot dial a toll or outside number on a personal line button unless the number is on an
Allowed List assigned to the extension, nor can the user dial a number on a Disallowed List.
Call Waiting A user does not hear a call-waiting tone for calls received on a personal line unless the business subscribes to call-waiting service from the local telephone company.
Coverage Assigning a sender as the principal user of a personal line specifies that the calls received on the personal line are sent to the principal user’s individual and group receivers. A principal user with Remote Call
Forwarding on can forward calls received on the personal line to an outside number. Calls received on personal line buttons programmed for
No Ring or on senders’ extensions other than the principal user’s are not eligible for coverage.
If no principal user is assigned and the personal line is shared by other senders, calls received on the personal line are sent to all available
Individual Coverage receivers for all senders sharing the line and to the
Group Coverage receivers programmed for the sender with the lowest logical ID.
In Release 2.1 and later systems, a call answered on a personal line using a Cover button can be picked up by anyone with a button for that personal line. However, the picked-up call cannot be transferred because it is still considered to be on hold at the other extension.
CTI Link
Prior to Release 2.1, once a person answers a call received on a personal line on a Cover button and puts the call on hold, the sender and any other user who shares the personal line cannot pick up the call by pressing the personal line button. For proper handling, the receiver should transfer the call to the sender.
In Release 2.1 and later systems, calls received on personal lines with Do
Not Disturb on go immediately to coverage instead of waiting for the
Coverage Delay Interval.
When a call is received on a personal line at an unmonitored DLC, caller information is passed on to screen-pop-capable destination extension(s) when the DLC operator conferences or transfers the call.
If a calling group call is delivered to an overflow calling group extension where no SA buttons are available, it can instead arrive at a personal line button for that call. In this case, screen pop will not occur at the destination extension. For this reason, personal line button at overflow calling group extensions should be set to No Ring so that overflow calls arrive at SA buttons only.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Personal Lines
Digital Data Calls
Directories
Forward and
Follow Me
Group Calling
Issue 1
August 1998
Page 471
Personal lines can be assigned to digital communications devices and videoconferencing systems, which, ideally, should not share personal lines except with extensions at the same workstations. If they do share personal lines, the system manager should ensure that enough idle lines are available, particularly when a video system is receiving 2B data calls.
Otherwise, the video system may receive only 1B data while another extension is using a second personal line.
When a personal line is shared between a digital data device and a telephone, voice calls are directed only to the telephone and data calls are received only by the digital communications device.
Personal lines can be shared between an MLX telephone and a desktop video system in passive-bus configuration. 2B data calls can be completed in this situation.
Personal lines also can be shared between an MLX telephone and a digital communications device connected to the MLX adjunct extension, provided that the communications device supports this capability.
A Personal Directory (MLX-20L only) or System Directory can be used to dial numbers on a personal line. An Extension Directory is used only for inside calls and cannot be used to dial calls on a personal line.
When an extension is programmed as the principal user of a personal line, calls received on the personal line can be forwarded to an outside number or to a non-local extension (Release 6.1 and later systems), if the extension can use Remote Call Forwarding, unless the outside line is a loop-start line with unreliable disconnect. (In Release 6.0 and later systems, reliable disconnect is not required for the Centrex Transfer via
Remote Call Forwarding feature.)
Forward on Busy (Release 4.1 and later systems) does not apply to calls received on personal line buttons.
If a person uses a shared personal line button to join a call in the calling group queue, the call is removed from the queue. If a delay announcement is playing, it is disconnected from the call.
To allow all calling group members’ telephones to ring when an outside call is not answered within three rings, the lines/trunks programmed to ring into the queue also can be assigned as personal lines on group member telephones and programmed for Delay Ring. This does not work for inside calls, remote access calls, DID calls, or when a delay announcement device is assigned to the group.
In a Hybrid/PBX mode system where the Most Idle agent hunt type
(Release 5.0 and later systems) is used, a calling group member may receive a calling group call at an SA button, then put that call on hold at the SA button. If the agent then picks up the call at a personal line button at his or her telephone, the system does not move the agent to the end of the most-idle queue (Release 5.0 and later systems).
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Personal Lines
Hold
Multi-Function
Module
Music On Hold
Night Service
Paging
Pickup
Pools
Issue 1
August 1998
Page 472
If a call is received on a personal line and is transferred to another user who receives the call on an SA or ICOM button and puts the call on hold, users who share the line cannot select the personal line button and pick up the call. If the person who received the transfer and put the call on hold cannot return to the call, another user must use the Pickup feature to enter the line number and pick up the call.
In Release 2.1 and later systems, a call that has been put on hold at a
Cover, SA, Shared SA, or Pool button can be picked up by a user who has a personal line button for the call. When the call is picked up, the green LED next to the personal line lights steadily; however, the call remains on hold at the Cover, SA, SSA or Pool button. The user who picks up on the personal line cannot transfer the call that has been picked up. In order to transfer a call on hold at a Cover, SA, SSA, or Pool button, use Pickup instead of picking up on a personal line button.
If an MFM device is used to answer calls or provide supplementary ringing for its associated MLX telephone, any personal lines removed from the telephone should also be removed from the MFM. When the device connected to an MFM requires a personal line to make and/or receive calls (a modem or fax, for example), a personal line should be assigned.
A line/trunk used for Music On Hold cannot be assigned as a personal line.
If the voice mail calling group is assigned as a member of a Night Service group, incoming lines receive Automated Attendant treatment. When a call is answered by the Night Service group, ringing does not occur at a telephone with that personal line and the Night Service coverage is used instead of the principal user’s coverage.
In Release 4.1 and later systems, a personal line can be assigned to a
Night Service group. The personal line need not be assigned to the extension of the Night Service group operator in order to receive Night
Service treatment.
A line/trunk used for loudspeaker paging equipment cannot be assigned as a personal line.
If a call received on a personal line is transferred to another user who receives the call on an SA or ICOM button and then puts the call on hold, another user who shares the personal line cannot select the shared personal line button to pick up the call. If the user who received the transfer and put the call on hold cannot return to the call, another user must use Line Pickup to pick up the call. For example, an operator can take a message and then disconnect the caller.
A personal line cannot be assigned to a pool.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Personal Lines
Issue 1
August 1998
Page 473
Primary Rate Interface and T1
A personal line can be assigned to an extension to represent a PRI line with routing by dial plan. The green LED associated with the personal line lights steadily, and ringing on an SA button occurs; the LED does not flash to indicate that a line/trunk is ringing.
Privacy
Recall/Timed Flash
Service Observing
A personal line can be assigned on a telephone for monitoring the status of a data line; however, users must not use the personal line to attempt to complete a call.
When an individual personal line is assigned to more than one extension, a user with the personal line cannot join an in-progress call on which
Privacy has been activated.
When two users have joined an outside call on a shared personal line
(loop-start only), Recall can be used by either inside party.
In Release 6.1 and later systems, calls made or received on Personal
Lines can be observed. A Service Observer cannot use a Personal Line to observe a call.
System Access/
Intercom Buttons
Tandem Switching
Transfer
UDP Features
Bridging takes priority over Service Observing; an observer is dropped before a bridge is denied. If a call on a Personal Line is being observed and a third internal extension is bridged onto the call, the Service
Observer is dropped from the call.
When a call on a personal line button is transferred to another user, the call rings on an SA or ICOM button. The LED next to the personal line flashes rapidly to indicate that the call is on hold for transfer. If the call is answered at an SA or ICOM button, the LED next to the personal line turns on steadily. If a user shares the personal line appearance and answers the call by using the personal line button, the call is removed from the SA or ICOM button.
In Release 6.0 and later systems (Hybrid/PBX mode only), to avoid toll fraud, private-networked trunks should not be assigned to any extensions as personal lines.
If a call is received on a personal line and is transferred to another user who receives the call on an SA or ICOM button and then puts the call on hold, another user who shares the personal line cannot select the shared personal line button and pick up the call. If for some reason the person who received the transfer and put the call on hold cannot return to the call, another user must use Pickup to pick up the call. For example, an operator can take a message and then disconnect the caller.
To avoid toll fraud for Release 6.0 or later systems (Hybrid/PBX mode only), private network trunks must not be assigned to extensions as personal lines.
In Release 6.1 and later systems, the principal user of a personal line can forward calls to a non-local extension.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Personal Lines
Personalized Ringing
See “Ringing Options” on page 593
.
0 3
Issue 1
August 1998
Page 474
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Pickup
Pickup
0 3
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
Individual Pickup
General use
Specific extension
Specific line
Group Pickup
Feature Codes
Individual Pickup
Specific extension
Specific line
Group Pickup
MLX Display Labels
Individual Pickup
General use
Specific extension
Specific line
Group Pickup
System Programming
Maximums
Issue 1
August 1998
Page 475
0 3
Telephone users, operators
Extension Information, Group Call Pickup
All
All (except MLC-5, which cannot be assigned to Pickup groups)
+
+ ext. no.
line no.
+
+ ext. no.
line no.
3LFNXS*HQHUDO>3NXS*HQUO@
3LFNXS([WHQVLRQ>3NXS([W@
3LFNXS/LQH>3NXS/LQH@
3LFNXS*URXS>3NXS*URXS@
●
Assign or remove telephones from Pickup groups:
([WHQVLRQV
→
&DOO3LFN8S
30 Pickup groups
15 members for each group
1 Pickup group for each telephone
Description 0 3
Pickup allows users to answer calls that are ringing, parked, or on hold anywhere in the system. There are two types of Pickup: Individual and Group. Individual
Pickup can be used in three ways: Extension, Line, and General. Table 31 shows
the calls that can be answered with each type of Pickup. Note that if more than one call is ringing or on hold, the first call received is the one picked up.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Pickup
Table 31. Types of Pickup
Inside ringing
Individual
Extension Line General
Outside ringing Inside ringing
Inside held
Parked
Outside held Inside held
Outside ringing
Outside ringing
Outside held
Outside held
Issue 1
August 1998
Page 476
Group
Inside ringing
Outside ringing
Individual Pickup 1 3
Individual Pickup can be used in the following ways:
■ Extension Pickup. From the display, select 3LFNXS and then dial the extension number of the call to be picked up. Alternatively, a programmed
Individual Extension Pickup button can be set to pick up calls on one specific extension. If that extension has more than one call, the first call sent to the extension is picked up. To pick up a call parked by an operator, select 3LFNXS from the display or press the programmed Individual
Extension Pickup button; then dial the park zone.
■ Line Pickup. From the display, select 3LFNXS , then dial the line number
(801–880) to select a specific outside line from which to pick up a ringing or held call. Alternatively, a programmed Individual Line Pickup button can be set to pick up calls on one specific line. Line Pickup also can be used to make announcements through the loudspeaker paging system.
■ General Pickup. Multiline telephone users can program a general-purpose
Pickup button to pick up calls on either extensions or lines. When a general
Pickup button is used, enter the line or extension number for the call to be picked up every time the button is used.
Group Pickup 1 3
Group Pickup is used to answer a ringing call for any member of the group, either by dialing the Group Pickup code or pressing a programmed Group Pickup button.
It is not necessary to know the extension number or line number of the ringing call. The system automatically connects to an inside or outside call that is ringing at a telephone assigned to the group.
A telephone cannot be assigned to more than one Pickup group.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Pickup
Issue 1
August 1998
Page 477
Considerations and Constraints 1 3
When Group Pickup is used to answer a call, the user cannot determine whose call is being answered. An MLX display telephone user receives call information and can determine whose call is answered only after the call is picked up.
Individual Pickup, not Group Pickup, is used to pick up calls parked in a park zone by an operator.
Telephone Differences 1 3
Direct-Line Consoles 1 3
A DLC can be part of a Pickup group. This allows other group members to provide backup coverage for the DLC. A DLC operator can use Pickup to answer calls on lines/trunks that are not assigned to buttons on the console.
Queued Call Consoles 1 3
Individual Pickup 1 3
To pick up a call by using a Queued Call Console (QCC), select the feature from the Home screen, or press the Feature button and select the feature from the display. Then press the DSS button or dial the extension for the telephone or park zone.
To answer calls on specific lines, select the feature from the Home screen or press the Feature button and select the feature from the display; then dial the line number (801–880) with the call.
Group Pickup
To pick up a call ringing on any other group member’s telephone, select 3LFNXS
*US from the Home screen, or press the Feature button and select the feature from the display.
1 3
Other Multiline Telephones 1 3
Individual Pickup 1 3
To pick up a call, all other multiline telephone users press a programmed general-purpose Pickup button or press the Feature button and dial . MLX telephone users also can press the Feature button and select the feature from the display, then dial the number for the extension or park zone.
To answer calls on specific lines, press a programmed general-purpose Pickup button, or press the Feature button and dial ; then dial the number of the line with the call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Pickup
Issue 1
August 1998
Page 478
If a Pickup button is programmed for a specific telephone or outside line, press that Pickup button to pick up a call.
Group Pickup 1 3
To pick up a call ringing on any other group member’s telephone, press a programmed Group Pickup button, or press the Feature button and dial . MLX telephone users also can press the Feature button and select the feature from the display.
MLC-5 cordless telephones cannot be assigned to Pickup groups.
Single-Line Telephones 1 3
Individual Pickup
To pick up a parked call, lift the handset and (while listening to inside dial tone) dial and the extension number for the telephone or park zone.
1 3
Group Pickup
To pick up a call ringing at any other group member’s telephone, lift the handset and (while listening to inside dial tone) dial .
1 3
NOTE:
When a single-line telephone user is on a call and puts the call on hold to pick up another call by using Individual or Group Pickup, the user cannot put the picked-up call on hold to return to the first call. If the user presses the Recall or Flash button (or, if the telephone does not have timed or positive disconnect, presses and releases the switchhook), the picked-up call is dropped and the user is reconnected to the original held call. If the user hangs up, the picked-up call is disconnected and the first call is considered on hold for transfer and is not returned to the user until after the transfer return interval.
Feature Interactions
Callback
Call Waiting
Conference
1 3
A callback request cannot be picked up at another telephone.
Pickup cannot be used to answer a waiting call at another extension.
A conference call cannot be picked up at another extension. A conference originator can, however, pick up a call and add it to the conference call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Pickup
Coverage
Digital Data Calls
Direct Station
Selector
Display
Forward and
Follow Me
Group Calling
HotLine
Night Service
Paging
Park
Issue 1
August 1998
Page 479
An Individual or Group Coverage sender or receiver can be a member of a Pickup group. This allows Pickup to be used to answer a ringing
Individual or Group Coverage call. If a sender who is a member of a
Pickup group uses Coverage On/Off to prevent calls from being sent to
Individual or Group Coverage receivers, his or her calls can be picked up by using Individual Pickup; however, calls cannot be picked up by using
Group Pickup. When a coverage call is answered by using Pickup, the call appearance is removed from all other telephones in the coverage arrangement.
A digital communications device can pick up a data call. Pickup is not recommended at video system extensions, although it can be used at a passive-bus MLX telephone.
The DSS buttons associated with a line/trunk number (801–880) cannot be used to answer calls on specific lines by using Individual Pickup.
These DSS buttons are used strictly to show the busy or not-busy status of each line/trunk.
When a user with an MLX display telephone selects 3LFNXS ,
3LFNXS/LQH([W prompt appears on the display. (The prompt is not displayed if a button programmed for a specific line or extension is used.)
After the user enters the line or extension number to pick up the call, a confirmation message appears (for example, 3LFNXS2876,'( or
3LFNXS-2( ).
Pickup cannot be used to answer calls being forwarded to an outside telephone number.
A calling group member can be a member of a Pickup group. Calling group members can use Pickup to answer a call (either a calling group or individual group member extension) that is ringing at another group member’s telephone. Line Pickup can be used to pick up a call that is in the calling group queue. If an agent has a call on hold and the agent or someone else picks up the call, the system moves the agent to the end of the most-idle agent queue (Release 5.0 and later systems).
Pickup cannot be used at a HotLine extension (Release 5.0 and later systems).
A call ringing at a Night Service group extension can be answered from another extension by using Pickup.
When the line number used for loudspeaker paging is not assigned to a button on a multiline telephone, a user can access the loudspeaker paging system either by using Individual Pickup and dialing the loudspeaker paging line number (801–880) or by using a Pickup button specifically programmed for the paging line number.
A parked call can be picked up by using Individual Pickup.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Pickup
Personal Lines
Service Observing
SMDR
System Access/
Intercom Buttons
Transfer
UDP Features
Issue 1
August 1998
Page 480
If a call received on a personal line is transferred to another user who receives the call on an SA or ICOM button and then puts the call on hold, another user who shares the personal line cannot select the shared personal line button to pick up the call. If the user who received the transfer and put the call on hold cannot return to the call, another user must use Line Pickup to pick up the call. For example, an operator can take a message and then disconnect the caller.
In Release 6.1 and later systems, when an extension answers a call by using Pickup, the call can be observed.
The extension of a user who picks up a call by using Pickup is shown on the SMDR report.
If Pickup is used to answer a call ringing at an SA or Shared SA button, the call is removed from the ringing telephone and moves to the SA or
SSA button used to pick up the call. The green LED turns on next to the
SA button used to answer the call and next to all SSA buttons programmed for that specific button.
An inside call ringing at an SA or SSA button can be picked up at another telephone. All associated SA and SSA buttons go idle.
A transferred call can be answered by using Pickup.
In Release 6.0 and later systems (Hybrid/PBX mode only), a call at a nonlocal extension cannot be picked up in the local system.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Pools
Pools
1 3
At a Glance 1 3
Users Affected
Reports Affected
Modes
Telephones
System Programming
Telephone users, operators, data users
Dial Plan Information
Hybrid/PBX only
All
●
Assign individual lines/trunks to pools:
/LQHV7UXQNV
→
3RROV
●
Assign Pool buttons to telephones:
([WHQVLRQV
→
/LQHV7UXQNV
●
Restrict telephone from using pool dial-out code:
([WHQVLRQV
→
'LDO2XW&G
Maximums
Pools for each system
Lines/trunks for each pool
Buttons assigned for each pool
Factory Settings
Main Pool
Ground-Start Trunk Pool
Dial-In Tie Trunk
Automatic-In Tie Trunk
Pool Dial-Out Code
Restriction
11
Unlimited
64
70
890
891
892
No access to any pool
Issue 1
August 1998
Page 481
Description 1 3
Hybrid/PBX mode allows outside lines/trunks to be grouped together in pools.
Users select lines/trunks by using SA buttons, instead of having separate buttons for each line/trunk in the system. To access pools using SA buttons, people dial pool dial-out codes. Pools also can be assigned to buttons on one or more telephones to allow a user to select the pool without dialing the pool dial-out code or ARS access code. In Release 3.1 and later systems, the factory setting does not allow any extensions to use pool dial-out codes. To allow a user to access a pool by entering a dial-out code, the system manager must remove the restriction for the dial-out code and the extension.
When the system is set up and the Hybrid/PBX mode of operation is selected, the system automatically groups lines/trunks into the following pools:
■ All loop-start lines (basic and special-purpose) are assigned to the main pool. The factory-set extension number for the main pool is 70.
■ All ground-start trunks are assigned to the pool with the factory-set extension number 890.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Pools
Issue 1
August 1998
Page 482
NOTE:
On initialization of a Release 1.0 system, all loop-start and ground-start line/trunk programming reverts to loop-start. The ground-start pool never has trunks assigned to it automatically but must be programmed after the ground-start jacks are designated. In
Release 1.1 and later systems, ground-start trunks are assigned to the ground-start pool on initialization, except in a system modified for permanent Key mode operation.
■
■
All dial-in tie trunks are assigned to the pool with the factory-set extension number 891.
All automatic-in tie trunks are assigned to the pool with the factory-set extension number 892.
NOTE:
The factory setting for the type of line/trunk connected to a 400 LS, 800
GS/LS, 408 GS/LS, 408 GS/LS-MLX, or 800 GS/LS-ID module is loop-start. The system does not automatically make pool assignments for loop-start, ground-start, or tie trunks that are emulated by using a T1 facility. Each of these types must be grouped into a pool through system programming.
The system can have a maximum of 11 pools. Each pool can be assigned to a button on a maximum of 64 extensions. The number of lines/trunks in each pool is limited only by the number of lines/trunks connected to the system. However, a line/trunk can be assigned to only one pool.
In Release 6.0 and later systems (Hybrid/PBX mode only), consider the following points when planning pools:
■ All private networked trunks must be assigned to pools; a different pool should be used for each type of trunk (T1-emulated tie trunks, PRI trunks, and analog tie trunks).
■ Users must not be given dial access or Pool button access to pooled private trunks. To use these pools, users dial non-local dial plan extensions just as they would local extensions. They also use these pools when they dial ARS for outside calls, and the ARS tables route the calls to other
networked switches (see “Automatic Route Selection” on page 68
and
“Tandem Switching” on page 671
for details).
■
■
To allow local users to dial extensions on a remote networked system, UDP routing is used. Pools containing tandem PRI trunks should be assigned to
Route 1. For details, see “Uniform Dial Plan Features” on page 710
.
If a directly networked system has no trunks connected to the public switched telephone network, the pool and ARS assignments listed below are required in order to make equal access (10xxx, 101xxxx, also called
Interexchange or IXC ) calls.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Pools
Issue 1
August 1998
Page 483
— The local system must have its networked trunks assigned to the main pool.
— The local ARS access code is automatically prepended to the dialed number.
— The local ARS access code must match that of a remote system that is networked to the local system.
■
■
!
CAUTION:
Because of the above requirement, it is a good idea for all systems in a private network to use the same ARS access code. If a networked system without PSTN trunks is in the same location as another networked system over which Special Numbers calls can go out to the PSTN and reach correct services, then the arrangement described above is practical. However, in most cases, each system in a network should have at least one loop-start line, which is assigned to the main pool and available in the event of a power failure. This allows Special Number calls (911 calls, for example) to reach the correct local services. It also means that IXC calls are routed to the main pool analog line(s). If many IXC calls are made, then the number of lines assigned to the main pool must be increased.
If a networked system has no trunks connected to the public switched telephone network, the following pool and ARS assignments are required in order to make Dial 0 or N11 calls:
— The local system must have its networked trunks assigned to the main pool.
— The local ARS programming must prepend the ARS access code of the remote switch that is directly connected to the local private network trunks.
If remote users are going to use networked lines connected to your local
system, the Remote Access feature is used to set them up. See “Remote
and “Tandem Switching” on page 671
.
Considerations and Constraints 1 3
The maximum number of Pool buttons that can be assigned to multiline telephones, excluding QCCs, is limited only by the maximum number of pools allowed (11) and the number of buttons on the telephone. The number of lines/trunks in each pool is limited only by the number of lines/trunks connected to the system. A line/trunk can be assigned to only one pool.
Each pool should contain the same type of lines/trunks (for example, basic,
WATS, data-only, or foreign exchange) because users cannot control the specific trunks selected by the system. Ground-start and loop-start lines/trunks of the same type (for example, WATS) can be mixed in the same pool. DID trunks should not be put into pools; lines/trunks used for Music On Hold or maintenance alarms cannot be grouped into pools. Also, dial-in tie trunks should not be placed in a pool that is assigned to a button on the telephone.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Pools
Issue 1
August 1998
Page 484
Lines/trunks assigned to pools cannot be assigned as personal lines (on buttons) on any extension except a DLC. However, calls that come in on lines/trunks assigned to pools can be programmed to be received by one or more QCC operators.
When all lines/trunks in a pool are in use, the green LEDs turn on next to the Pool buttons assigned to multiline telephones and next to any DSS buttons associated with the pool dial-out code.
Individual extensions can be restricted to deny dial access to particular pools. See
“Feature Interactions” on page 485 .
Users with Pool buttons on their telephones can use the pool even if the pool dial-out restriction is assigned to the extension.
In Release 6.0 and later systems, all private network trunks must be assigned to pools.
In Release 6.0 and later systems, users should not be given dial-access or Pool button access to private networked trunks.
One pool can be assigned to buttons on a maximum of 64 extensions.
In Release 3.1 and later systems, if an extension is changed from a Direct-Line
Console to a Queued Call Console, pool dial-out codes are disallowed on the
QCC. You must use system programming if you want to allow access to dial-out codes on the QCC.
Mode Differences 1 3
Although pools are available only in Hybrid/PBX mode, users in Behind Switch mode can access the pools on the host system through their prime lines.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Pools
Telephone Differences 1 3
Issue 1
August 1998
Page 485
Direct-Line Consoles 1 3
A Pool button cannot be assigned to a DLC. A DLC operator accesses pools by dialing the pool dial-out code from an SA button or, on an MLX DLC with a DSS, by pressing the DSS button associated with the pool dial-out code. Trunks in pools cannot be assigned as personal lines (assigned to line buttons) on any telephone except a DLC. In Release 3.1 and later systems, the system manager, through system programming, must allow the DLC extension to access those pool dial-out codes that it needs.
In Release 6.0 and later systems, a DLC operator accesses pools of private trunks in the same way that other users do: by dialing a number in the non-local dial plan or via an ARS call that the system directs to a networked switch through private trunks.
Queued Call Consoles 1 3
A Pool Status button is assigned as a fixed-feature button on a QCC and provides an operator with the status of all the pools (maximum of 11) including those for private networked trunks (Release 6.0 and later systems only). The operator presses the Inspct button followed by the Pool Status button, and the busy or available status of pools is shown on the display.
Pool buttons cannot be assigned to a QCC, but a QCC operator can use pools to make outgoing calls by selecting a Call button and dialing the ARS or pool dial-out code. In Release 3.1 and later systems, the system manager, through system programming, must allow the QCC extension to access those pool dial-out codes that it needs. A QCC operator can be assigned to receive calls on lines/trunks assigned to pools.
Feature Interactions 1 3
Account Code Entry When Forced Account Code Entry is assigned to an extension and the user tries to dial an outside call on a Pool button without entering the account code, the call does not go through.
Alarm A line/trunk jack used for a maintenance alarm cannot be assigned to a pool.
Auto Dial
Automatic
Maintenance Busy
Pool dial-out codes cannot be programmed on inside Auto Dial buttons. A pool dial-out code can be programmed on an outside Auto Dial button when a telephone number is also included. However, depending on the local telephone company, Pause characters may be required before the telephone number. Enter Pause characters by pressing the Hold button.
To provide optimal performance, Automatic Maintenance Busy should be enabled when a Hybrid/PBX system includes pools.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Pools
Issue 1
August 1998
Page 486
Automatic Route
Selection
Callback
Caller ID
Calling Restrictions Specific pools can be restricted from use for outgoing calls by assigning a pool dial-out code restriction to extensions. In Release 3.1 and later systems, the factory setting is for all pool dial-out codes to be restricted for all users.
Coverage Calls received on a sender’s Pool button programmed for Immediate
Ring or Delay Ring are eligible for Individual or Group Coverage.
CTI Link When an MLX extension is programmed as a CTI link, dial access to pools is removed from the extension.
Digital Data Calls
ARS ensures appropriate and cost-effective use of pools. ARS and the dial-access-to-pools restriction function independently of each other. If
ARS restrictions are programmed to allow access to a pool, the user may seize a pool that the extension is not allowed to use under existing pool dial-access restrictions.
In Hybrid/PBX mode, Callback can be used to complete calls to outside numbers only when all lines/trunks in the pool are busy.
If the LS-ID Delay option is programmed on a two-way line, the system does not seize a line from a pool for an outgoing call when that line is receiving an incoming call.
Directories
Display
Forward and
Follow Me
Group Calling
HotLine
Line Request
Music On Hold
Paging
If a videoconferencing system is programmed to have a single Pool button, two calls to that pool result in a 1B data call. However, if two separate pools are assigned to a videoconferencing system extension, then a 2B data call can be established. If the communications system includes two or more 2B data devices that share the same two pools, incoming 2B data calls can be answered by the wrong device.
When a pool dial-out code is included in the telephone number for a
Personal or System Directory listing, Pause characters may be required following the pool dial-out code, depending on the local telephone company. Pause characters are entered by pressing the Hold button.
When a display telephone user selects a Pool button and lifts the handset, the display shows the label (if programmed) for the lines in the selected pool.
A pool can be used to select the facility for forwarding calls to an outside telephone number. The user enters the pool dial-out code before the telephone number.
Lines/trunks assigned to pools can be assigned to ring into a calling group. An incoming call on a line/trunk assigned to the pool rings on an
SA button, even if the calling group member has a Pool button assigned to his or her telephone.
A HotLine extension (Release 5.0 and later systems) can use a pool, as long as dial-access-to-pools is enabled for the extension and the Pool access code is programmed with the outside number as the first Personal
Speed Dial number for the extension.
Line Request cannot be used on a Pool button.
Line/trunk jacks used for Music On Hold cannot be assigned to pools.
Line/trunk jacks for loudspeaker paging cannot be assigned to pools.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Pools
Issue 1
August 1998
Page 487
Personal Lines A personal line cannot be assigned to a pool.
Primary Rate Interface and T1
Data lines (especially T1 data) should not be put in the same pool as voice lines. System alarms eventually result if voice extensions try to access data lines.
Recall/Timed Flash
Service Observing
If a user presses the Recall button during or after dialing, a timed flash is sent to the host switch, the accessed line is kept, the user hears dial tone, and calling restrictions are reapplied.
In Release 6.1 and later systems, if an extension uses Dial Access to make a call, the call can be observed. A call placed or answered on a
Pool button can be observed.
Speed Dial
SMDR
System
Renumbering
UDP Features
A Service Observer cannot activate Service Observing while off-hook on a Pool button.
A pool dial-out code can be included with the telephone number associated with a Personal Speed Dial or System Speed Dial code.
However, depending on the local telephone company, Pause characters may be required immediately following the pool dial-out code. Enter
Pause characters by pressing the Hold button.
When outgoing calls are made by using a pool, the line/trunk selected by the system is reported on the SMDR report.
Pool dial-out codes (the factory-set codes are 70 and 890–899) can be renumbered. Pool dial-out codes can be up to four digits long.
All private trunks must be assigned to pools of trunks that are of the same type (PRI, analog tie, T1-emulated tie voice, or T1-emulated tie data). For security reasons, dial access and Pool button access to these pools should not be permitted.
Pool Status buttons show the busy or not-busy status of private trunk pools as well as outside trunk pools.
When PRI tandem trunks are available, their pools should be assigned as
Route 1 for the purpose of UDP routing.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Power-Failure Transfer
Power-Failure Transfer
1 3
At a Glance
Modes All
1 3
Hardware
Issue 1
August 1998
Page 488
If ground-start trunks are used in Hybrid/PBX mode,
KS23566, L1 ground-start buttons are required on powerfailure telephones.
Description 1 3
During a commercial power failure, Power-Failure Transfer (PFT) provides incoming and outgoing service through power-failure telephones. When a power failure occurs, all calls are dropped and the power-failure telephone automatically goes on. It can make and receive calls on the line/trunk connected to the first
(lowest) line/trunk jack on the module where the PFT telephone is connected.
A power-failure telephone is a single-line telephone connected to a PFT jack on a
400, 400 LS/TTR, 800, 800 GS/LS, 800 GS/LS-ID, 408, 408 GS/LS, or 408
GS/LS-MLX module. Each module has one PFT jack for each series of four line/trunk jacks; for example, the 800 and 800 GS/LS modules each have two PFT jacks.
Considerations and Constraints 1 3
A power-failure telephone cannot be used to make or receive calls and does not function when the system is operating normally.
System features and restrictions do not work when PFT occurs. Power-failure telephones are not working extensions but only dedicated power-failure devices.
Telephone Differences 1 3
Multiline Telephones 1 3
Multiline telephones cannot be used as power-failure telephones.
Single-Line Telephones 1 3
Touch-tone single-line telephones must be connected to PFT line/trunk jacks for touch-tone lines; rotary single-line telephones must be connected to PFT line/trunk jacks for rotary-dial lines.
Feature Interactions
SMDR
1 3
No SMDR records are generated during a power failure.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
Primary Rate Interface (PRI) and T1
1 3
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Systemwide
100D Module
PRI
Issue 1
August 1998
Page 489
1 3
Telephone users, operators, data users
DS1 Information, PRI Information, SMDR
Key, Hybrid/PBX
All (display support on MLX telephones only)
Specify modules that provide primary, secondary, and tertiary clock synchronization and source of clock synchronization;
● also activate/deactivate clock:
/LQHV7UXQNV
→
More
→
&ORFN6\QF
●
Specify type of facility connected to 100D module:
/LQHV7UXQNV
→
/6*6'6
→
7\SH
●
Specify framing format for 100D module:
/LQHV7UXQNV
→
/6*6'6
→
)UDPH)RUPDW
●
Specify line coding for 100D module:
/LQHV7UXQNV
→
/6*6'6
→
6XSSUHVVLRQ
Specify line compensation between 100D module and
● channel service unit (CSU) or far end:
/LQHV7UXQNV
→
/6*6'6
→
/LQH&RPS
●
Specify type of CSU equipment provided by CO:
/LQHV7UXQNV
→
/6*6'6
→
&KDQQHO8QLW
●
Specify the type of switch (Release 4.2 and later systems):
/LQHV7UXQNV
→
35,
→
6ZLWFK7\SH
●
Assign telephone numbers to PRI lines:
/LQHV7UXQNV
→
35,
→
7HOHSKRQH1XPEHU
●
Assign B-channels to group:
/LQHV7UXQNV
→
35,
→
%&KDQQO*US
→
%FKDQQHOV
●
Assign PRI lines to B-channel groups:
/LQHV7UXQNV
→
35,
→
%&KDQQO*US
→
/LQHV
●
Specify type of network service for each B-channel group:
/LQHV7UXQNV
→
35,
→
%&KDQQO*US
→
1HWZRUN6HUY
Specify whether telephone number to send to network for
● outgoing calls should be copied from line telephone number:
/LQHV7UXQNV
→
35,
→
%&KDQQO*US
→
&RS\1XPEHU
Specify telephone number to send to network for outgoing
● calls on PRI lines:
/LQHV7UXQNV
→
35,
→
1XPEU7R6HQG
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
At a Glance - Continued
Programming continued
T1
Issue 1
August 1998
Page 490
●
Assign test line telephone number for each 100D module:
/LQHV7UXQNV
→
35,
→
7HVW7HO1XP
●
Set timer and counter thresholds for each 100D module:
/LQHV7UXQNV
→
35,
→
3URWRFRO
→
7LPHUV
Assign link layer address or Terminal Equipment Identifier
●
(TEI) of equipment connected to each D-channel:
/LQHV7UXQNV
→
35,
→
3URWRFRO
→
7(,
To select T1 emulation:
●
/LQHV7UXQNV
→
/6*6'6
→
6HOHFW7\SHRIHPXODWLRQ
(QWHU
→
7\SH
→
7
→
(QWHU
→
To select T1 Switched 56 Data and program Channel
Signaling:
●
/LQHV7UXQNV
(QWHU
→
More
→
/6*6'6
→
(QWHU
→
7\SH
→
7
→
→
6'DWD
$VVLJQ&KDQ6LJQOLQJ
,QW\SH , 2XWW\SH or 2XWPRGH
,
→
→
(QWHU
(QWHU
$QV6XSY ,
→
→
Select 'LUHFWLRQ
'LVFRQQHFW , ,QPRGH ,
To select T1 All Switched 56 Data and program Channel
●
Signaling:
/LQHV7UXQNV
More
→
→
/6*6'6
$OO6'DWD
→
(QWHU
6LJQOLQJ
→
7\SH
(QWHU
→
7
→
(QWHU
Select
→
'LUHFWLRQ
,QPRGH
, ,QW\SH , 2XWW\SH , $QV6XSY'LVFRQQHFW ,
, or 2XWPRGH
To select T1 Switched 56 Data and program Incoming
Routing Table:
●
/LQHV7UXQNV
More
→
/6*6'6
6'DWD (QWHU
→
(QWHU
→
7\SH
→
7
→
,QFRP5RXWLQJ7DEOH
Select
'LJLWV
→
(QWHU
, $GG'LJLWV , or 'HOHWH
(QWHU
→
To select T1 All Switched 56 Data and program Incoming
Routing Table:
●
/LQHV7UXQNV
More
→
→
/6*6'6
$//6'DWD
→
→
(QWHU
→
7\SH
→
7
,QFRP5RXWLQJ7DEOH
→
([SHFWHG'LJLWV , $GG'LJLWV , or 'HOHWH'LJLWV
(QWHU
Select
→
→
(QWHU
Maximums
General
100D modules
PRI-specific
B-channels
Lines (total)
Digits for each number assigned to a PRI line
ISDN lines for each
B-channel group
B-channels for each
B-channel group
3
69
72
12
24
23
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
Issue 1
August 1998
Page 491
At a Glance - Continued
Maximums
PRI-specific continued
Digits for each telephone number sent to network for outgoing calls
Digits for test trunk telephone number
PRI Dial-Plan Routing
Table (Hybrid/PBX)
Number of entries
Digits for each pattern
Digits to delete
Digits to add
Network Selection Table
Number of entries
Digits for each pattern
12
12
16 (0–15)
8
14 (range 0–14, 0 = wildcard)
4
4 (0–3)
8 (* = wild card; at least one * required; all *s must be at end and contiguous.)
Special Services
Selection Table
Number of entries
Digits for each pattern
Digits to delete
Call-by-Call Services
Table
Number of entries
Number of patterns for each entry
Digits for each pattern
Digits to delete
T1-specific
T1 Dial-Plan Routing
Table
Number of entries
Expected Digits
Digits to delete
Digits to add
Factory Settings
Systemwide
Primary Clock
Clock Synchronization
Source
Clock
100D Module
Type of Facility
Framing Format
Line Coding
Signaling
8 (0–7)
4
4 (range 0–4)
10 (0–9)
10
8
8 (range 0–8)
24 (1–24)
3 (range 1–3)
4 (range 0–4)
4 (range 0–4)
First port that is in service on an 800 NI-BRI module or first
100D module in service in control unit
Loop (not definable by system manager)
Active
T1
D4 compatible
AMI-ZCS
Robbed-Bit Signaling (RBS)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
At a Glance - Continued
Factory Settings
100D Module continued
Line Compensation 1 (range 1–5)
1 = 0.6 dB loss
2 = 1.2 dB loss
3 = 1.8 dB loss
4 = 2.4 dB loss
5 = 3.0 dB loss
Foreign Exchange Type of CSU equipment
PRI
Telephone number assigned to PRI line
B-channels assigned to group
PRI lines assigned to
B-channel groups
Type of network service for each B-channel group
Copy telephone number to send from telephone number assigned
Telephone number to send to network for outgoing PRI calls
Test trunk telephone number for each 100D module
Call-by-Call Services
Table
Patterns
Call type
Service
Digits to delete
Timer/counter thresholds for each 100D module
T200 Timer
T203 Timer
N200 Counter
N201 Counter
K Counter
T303 Timer
T305 Timer
T308 Timer
T309 Timer
T310 Timer
T313 Timer
T316 Timer
0 digits
None
None
None
Do Not Copy
0 digits
None
Blank
Both (Voice and Data)
Blank
0
1 second (range 1,000–3,000 ms)
30 seconds (range 1–60)
3 transmissions (range 1–5)
260 octets (range 16–260)
7 frames (range 1–15)
4 seconds (range 4–12)
4 seconds (range 4–30)
4 seconds (range 4–12)
90 seconds (range 30–120)
60 seconds (range 2–120)
4 seconds (range 4–60)
120 seconds (range 30–120)
Issue 1
August 1998
Page 492
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
At a Glance - Continued
Factory Settings continued
Link layer address or TEI assigned
PRI Dial-Plan Routing
Table
Service value
Digits for each pattern
Digits in Called Party
Number
Digits to add
T1 Dial-Plan Routing
Table
Expected Digits
Digits to delete
Digits to add
Tandem PRI Trunks*
B-channels assigned to group
Type of network service for the B-channel group
Copy telephone number to send from telephone number assigned
0 (range 0–63)
Empty
Blank
0
Blank
Blank
0
Blank
All
ETN (Electronic Tandem Network)
Copy
Issue 1
August 1998
Page 493
* Release 6.0 and later systems only: When the switch type is set to LEGEND-Ntwk or LEGEND-PBX, these settings are made automatically and cannot be changed unless the switch type is changed. You can add or remove B-channels from the assigned B-channel group.
Description 1 3
The MERLIN LEGEND Communications System supports two types of service for
Digital Signal Level 1 (DS1) facilities: T1 and PRI.
T1 service transmits and receives voice and analog data as well as digital data services in Release 4.0 and later releases.
The Integrated Services Digital Network (ISDN) PRI is a standard access arrangement that can be used to connect the system to a network providing voice and digital data services.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
Issue 1
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Page 494
The MERLIN LEGEND Communications System supports connection to the following central office (CO) switches for PRI services:
■
■
Releases 1.0 and 1.1 support Lucent Technologies 4ESS™ Generic 16.
Release 2.0 supports these additional switches:
■
— Lucent Technologies 5ESS Generic 6
— Lucent Technologies 5ESS serving the FTS2000 (government only) network.
Release 4.2 and later systems also support these switches:
— NORTEL DMS-100 Generic BCS 36 for local exchange carrier services
— NORTEL DMS-250 Generic MCI 07 serving the MCI network
— Digital Switch Corporation DEX600E Generic 500-39.30 serving the MCI network
To provide T1 Switched 56 services in Release 4.0 and later systems, the system supports the following central office switches:
■
■
■
Lucent Technologies 4ESS Generic 18/19/20
Lucent Technologies 5ESS Generic 9.1
Northern Telecom DMS-100 Generic BCS 34
You also can link a MERLIN LEGEND Communications System Release 4.0 or later with a Lucent Technologies DEFINITY ECS or DEFINITY ProLogix Solutions systems for data tie-trunk connections.
In Release 6.0 and later systems, PRI B-channels, T1-emulated tie voice channels, and T1-emulated data channels can be used as tandem trunks to link
MERLIN LEGEND Communications Systems with one another or with DEFINITY
ECS or DEFINITY ProLogix Solutions systems.
Release 2.0 and later systems also support call-by-call service selection for outgoing PRI calls, support for Station Identification/ANI (SID-ANI) as a Calling
Party Number, and dial-plan routing.
Terminology 1 3
Called Party Number (CdPN) 1 3
In general, the term Called Party Number (CdPN) is a telephone number that has been dialed to reach a destination. However, while routing the call, the network can change the Called Party Number to make routing easier. In either case, the network sends the Called Party Number to the system when a call arrives at the system.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
Issue 1
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Page 495
Calling Party Number (CPN) 1 3
If you subscribe to the AT&T INFO2 ANI service or another PRI caller identification network service (Release 4.2 and later), an incoming call on an
ISDN line includes accompanying information about the party placing the call.
This can be either a station (extension) identification number that is defined by the internal dial plan of the system where the call originated ( ([WHQVLRQ2QO\ ), billing number information ( /LQH7HOHSKRQH1XPEHU ), or both ( %DVH1XPEHUZLWK([W ).
With this information, a call recipient may identify the caller before answering.
Lines/Trunks 1 3
In this section on PRI and T1, lines are the representations that appear on extension telephones or that are put into pools. They represent the type of service requested on a call. Trunks are the facilities that link switches. For all facilities except DS1, lines have a one-to-one correspondence to trunks because there are
24 transmission channels for each DS1 connection. With PRI, lines are further removed from trunks because the type of service is not linked to the B-channel
(trunk). The system has an intermediary called a B-channel group (BCG). Lines are used to place and receive calls, and a BCG links B-channels to lines.
B-channel groups may be either a single B-channel or multiple B-channels grouped together.
shows how lines, B-channels, and B-channel groups function together. For outgoing calls, a user selects a PRI line that routes the call to a B-channel group. The BCG selects an open B-channel and connects over the
PRI connection. For incoming calls, the network selects an open B-channel and the BCG directs the call to the PRI line for which it has been intended: it matches the Called Party Number with the line’s programmed telephone number. In addition, the Dial-Plan Routing feature may be used to further direct the call to a specific extension (SA button) or calling group by matching some portion of the
Called Party Number against the system dial plan. Dial-plan routing is similar to
Direct Inward Dial.
Each DS1 module is given 24 lines, whether or not it is used for emulation of lines/trunks or for PRI.
PRI
PRI is a common configuration for a DS1 facility. A DS1 facility consists of
24 channels, sometimes referred to as DS0 channels, each with a capacity of
64 kbps. DS1 refers to the twenty-four 64-kbps channels, plus framing and signaling bits, multiplexed together to form a 1.544-Mbps Digital Signal Level 1 signal. When used for PRI, a channel can be designated as either a B-channel
( bearer channel ) or a D-channel ( data or delta channel ).
1 3
A B-channel is used to carry user information, such as the voice or data content of a call, between the system and the far-end switch. Each B-channel provides access to one or more network services. Releases 1.0 and 1.1 support access to only one network service for each B-channel. Release 2.0 and later supports callby-call service selection, which allows multiple network services over the same
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
Issue 1
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Page 496
B-channels. The D-channel conveys signaling required to set up, control, and clear calls made over all of the B-channels.
The most common configuration of a DS1 facility for PRI consists of 23
B-channels and 1 D-channel, although other combinations are possible. Each PRI must include a D-channel, but may include fewer than 23 B-channels. The remaining channels cannot be used for any other purpose.
NOTE:
The MERLIN LEGEND Communications System does not support multiple
PRI facilities sharing one D-channel (as allowed with Non-Facility
Associated Signaling).
Up to three DS1 carrier facilities (maximum of two in one carrier), and therefore three PRIs, can be connected to the system through separate 100D modules, each of which occupies a slot in the system carrier. In terms of system capacity, each DS1 channel counts as a line/trunk, so the maximum number of B-channels supported by the system is 69. Signaling for 69 B-channels is provided over three separate D-channels, using up 72 of the system’s 80-line capacity.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
Issue 1
August 1998
Page 497
OUTGOING LINE
IS SELECTABLE
BY USER
Line 801
Line 802
Line 803
Line 804
Trunks:
Loop-start
PRI
Line 849
PRI
Line 850 B-CHANNEL
GROUP B-channels
PRI
PRI
Line 851
PRI
Line 852
Ground-start
Tie
DID
Figure 37.
PRI Lines and B-Channel Groups
In Release 6.0 and later systems (Hybrid/PBX mode only), PRI tandem trunks are available to network MERLIN LEGEND Communications Systems with one another or with DEFINITY ECS and DEFINITY ProLogix Solutions communications systems, providing smoother operation, additional features, and easier management than the networking available in earlier releases. Tandem PRI trunks are private trunks that may use CO switches in the PSTN for amplification over long distances but do not use CO facilities for switching. For details, see
“Tandem PRI Trunks” on page 507
.
PRI service offers the following benefits:
■ Network Subscriber Service Options. Release 4.2 and later systems support network services from AT&T, MCI, and the DMS-100 5ESS network of local exchange carriers. (Prior releases support AT&T subscriber 5ESS LEC subscriber services only.) These services are
described in “Type of Service” on page 502
. In Release 6.0 and later systems, tandem networking is supported by using PRI, T1-emulated voice, and T1-emulated data trunks as tandem trunks in private networks of systems.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
Issue 1
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Page 498
■
■
■
■
Speed. Data calls to outside destinations can be established on the same
B-channels used for voice calls if the service allows. Dedicated, conditioned lines/trunks are not needed. By supporting high-speed digital data transmission, PRI provides the capability for videoconferencing and
Group IV (G4) fax.
Dynamic B-Channel Assignment. An individual B-channel can be removed from service without blocking ISDN calls to or from any extension.
Improved Toll Restriction. The ways that toll restriction can be bypassed are limited on PRI lines/trunks. Specifically, three types of toll abuse are eliminated with PRI service:
— Because dialing is in the form of out-of-band messages that must be generated by the system, a user cannot use a touch-tone generating device, such as a pocket dialer, to send dialed digits directly through the system to the line/trunk.
— Without PRI service, toll restriction can be deceived by dialing digits on a loop-start line before the far-end switch applies dial tone. These initial digits may indicate a local call to the system’s toll-restriction checking while the subsequent digits, those actually recognized by the far-end switch, may produce a toll call. This is not possible with PRI service because every digit screened and passed on by the system’s toll restriction is guaranteed to be received by the far-end switch.
— A PRI line’s far-end disconnect signal provides a reliable indication when a call ends, and a new call cannot be initiated until the line has been released from the prior call on both ends. This prevents a user on a loop-start line, waiting off hook for the restoration of dial tone after a previous call, from placing a second call before toll restriction is reapplied.
Reliable Indication of Far-End Disconnect. This prevents an incoming call from being blocked because a line is not released when a call is ended.
The system’s implementation of PRI provides the following features:
■ Support for Caller Identification. The system supports AT&T’s INFO2
Station Identification/Automatic Number Identification (SID-ANI) Service and, in Release 4.2 and later systems, similar services from MCI and local exchange carriers. Customers who subscribe to one of these services can identify the incoming caller on a PRI line/trunk by either telephone number or billing number. The Calling Party Number (CPN) in Release 1.0 is facility-based, whereas it can be extension-based in Release 2.0 and later, if so programmed. Extension-based CPN results in a more PBX-like performance from the system.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
Issue 1
August 1998
Page 499
NOTE:
The availability of the caller identification information may be limited by local-serving (caller’s) jurisdiction, availability, or service provider.
Blocking Caller ID is possible system-wide by accessing the PRI
Lines menu. For information, see System Programming , Chapter 3,
“Copy Telephone Number to Send”.
■
■
■
■
Routing by Dial Plan (Release 2.0 and later). Routing by dial plan supports call handling similar to DID. For example, you can specify that calls received from a particular area code should be routed to a specific person or group responsible for accounts in the area.
Routing by dial plan performs digit analysis on incoming calls, matches to
Called Party Numbers (CdPNs), and delivers the calls to the destinations based on the respective Called Party Numbers. It also allows multiple calls to the same directory number. That is, multiple concurrent incoming calls with the same Called Party Number can be delivered to a destination simultaneously.
Call-by-Call Service Selection (Release 2.0 and later). This feature maximizes use of communications lines, providing more services with fewer lines. Call-by-call service selection provides more than one PRI service (such as VPN service and OUTWATS) for each B-channel. Based on the number dialed and the bearer capability (voice, data, or both), the system chooses which service is used. If a caller requests operator service, the system bypasses call-by-call service selection.
Restriction Code Handling for FTS2000 Network (Release 2.0 and later). FTS2000 network users can have restriction codes applied to their extensions. A person who attempts to place a call that exceeds the set restriction level must first enter a restriction code. If no code is entered, the
FTS2000 network prompts the user to enter the code from the telephone dialpad. The system allows a restriction code to be entered with the
Account Code Entry feature. This is especially useful for data calls.
Networked Tandem PRI Trunks (Release 6.0 and later systems,
Hybrid/PBX mode only). Networked PRI trunks allow cost-effective use of trunks by remote networked users, transparent dialing of extensions connected to networked systems, shared automated attendant systems under some conditions, and flexible display features for MLX display telephones. PRI dial plan routing is not applied to calls received on tandem
PRI trunks. For additional information, see this section and “Uniform Dial
.
T1 1 3
A DS1 facility programmed as a T1 line/trunk uses 24 channels, sometimes referred to as DS0 channels , each with a capacity of 64 kbps. Signaling must be in-band signaling, however, which limits the data rate for each channel to 56 kbps when the channels are programmed for Switched 56.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
Issue 1
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Page 500
In Release 6.0 and later systems, T1 channels can be programmed either to emulate voice tie trunks or data tie trunks. These trunks can be used as tandem trunks linking networked systems. In addition, you can use drop-and-insert equipment to supply fractional T1 use. See the Network Reference for more information.
T1 channels can be programmed to emulate the following types of connections:
■ Loop-start
■
■
Ground-start
T1-emulated data (56-kbps data)
■
■
Ear & Mouth (E&M) tie trunk
Direct Inward Dial
T1 service provides the following benefits:
■ Speed. Data calls to outside or network (Release 6.0 and later systems) destinations can be made by programming a channel for T1 Switched 56
Data. This service must be supported on the far end. By allowing high-speed digital data transmission, T1 provides the capability for videoconferencing and Group IV (G4) fax.
■ Improved Toll Restriction. The ways in which toll restriction can be bypassed are limited on T1 lines/trunks. Specifically, three types of toll abuse are eliminated with T1 service:
— Because dialing is in the form of out-of-band messages that must be generated by the system, a user cannot use a touch-tone generating device, such as a pocket dialer, to send dialed digits directly through the system to the line/trunk.
■
— Without T1 service, toll restriction can be deceived by dialing digits on a loop-start line before the far-end switch applies dial tone. These initial digits may indicate a local call to the system’s toll-restriction checking while the subsequent digits, those actually recognized by the far-end switch, may produce a toll call. This is not possible with T1 service because every digit screened and passed on by the system’s toll restriction is guaranteed to be received by the far-end switch.
— A T1 line’s far-end disconnect signal provides a reliable indication when a call ends, and a new call cannot be initiated until the line has been released from the prior call on both ends. This prevents a user on a loop-start line, waiting off hook for the restoration of dial tone after a previous call, from placing a second call before toll restriction is reapplied.
Reliable Indication of Far-End Disconnect. This prevents an incoming call from being blocked because a line is not released when a call is ended.
T1 supports routing by dial plan on Switched 56 data channels that are connected to the public switched telephone network. Routing by dial plan supports call
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
Issue 1
August 1998
Page 501 handling similar to Direct Inward Dial (DID). It performs digit analysis on incoming calls, matches to Called Party Numbers (CdPNs), and delivers the calls to the destinations based on the respective Called Party Numbers. It also allows multiple calls to the same directory number. That is, multiple concurrent incoming calls with the same Called Party Number can be delivered to a destination simultaneously.
NOTE:
In Release 6.0 and later systems, when T1-emulated tie facilities are used as tandem tie trunks, digit manipulation can be performed through UDP
routing. See “Uniform Dial Plan Features” on page 710
for details.
DS1 Facility Options 1 3
A Digital Signal Level 1 (DS1) facility is a transmission system that transports digital signals in the DS1 format. The interface that allows the connection of DS1 facilities to the system is the 100D module. Through this module, voice and data calls can be made or received using a DS1 facility.
Twenty-four Digital Signal Level 0 (DS0) channels, each operating at 64 kbps, plus framing bits, are multiplexed, forming a DS1 signal of 1.544 Mbps. Each DS0 channel within the DS1 signal corresponds to a logical port. Although there is only one physical jack, the 100D module supports up to 24 logical ports (one for each channel).
In DS1 format, calls to other digital PBXs or telephone company foreign exchanges (FXs) remain digital. Signals do not need to be converted to analog for acceptance by the connecting trunk, except for networked applications such as off-premises extensions or situations where your communications equipment does not allow a DS1 digital interface. In addition, the 100D module can be configured to work with T1 or PRI service.
To connect the 100D module to an outside DS1 facility, a channel service unit
(CSU) is used. The CSU regulates the transmission into and out of the 100D module so that the module matches the transmission of the outside facility.
Both ends of the DS1 facility must be able to communicate. To ensure this, the following options are set during system programming to match the transmission of the outside DS1 facility:
■
■
■
■
■
■
Clock synchronization
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
■ Signaling mode (for T1 service only)
Issue 1
August 1998
Page 502
NOTES:
1.
Most of these settings are dependent upon the central office and the type of service (T1 or PRI) to which you subscribe.
2.
In Release 6.0 and later systems (Hybrid/PBX mode only), tandem PRI and tandem T1-emulated tie trunks are set up using type of service, framing format, line coding, line compensation, and clock synchronization options; they can use the same settings as other PRI and T1 tie trunks. For details, see System Programming .
Type of Service 1 3
The system supports two types of service for DS1 facilities: T1 and PRI. The 100D module can be programmed to operate in either type of service. T1 service transmits and receives voice and analog data, as well as digital data in Release
4.0 and later communications systems; PRI transmits and receives voice, analog, and digital data. Any combination of the following AT&T Switched Network (ASN)
Services can be provided through a T1 or a PRI line/trunk:
■
■
Megacom WATS service for domestic outgoing long-distance voice calls
Megacom 800 service for domestic toll-free incoming voice calls
■
■
Software-Defined Network (SDN) for voice and circuit-switched data calls
MultiQuest
® for 900 service numbers
PRI interacts with the ACCUNET Switched Digital Service for 56-kbps, 64-kbps restricted, and 64-kbps clear circuit-switched data calls. T1 supports ACCUNET
Switched Digital Service or other circuit-switched data service at 56 kbps in
Release 4.0 and later.
T1 and PRI support Shared Access for Switched Services (SASS), which allows both Megacom and Megacom 800 services to be offered over the same line. This eliminates the need to have separate incoming and outgoing lines/trunks when these services are chosen.
In Release 4.2 and later systems, when PRI is selected as the type of service, any combination of the following MCI and local exchange carrier services are supported, in addition to the AT&T services supported in prior releases:
■ MCI services include:
— MCI PRISM. For domestic outgoing long-distance and international voice calls; domestic outgoing 56-kbps restricted as well as 64-kbps restricted or unrestricted circuit-switched data calls.
— MCI 800. For domestic toll-free incoming voice calls.
— MCI Vnet. For domestic incoming and outgoing voice calls; or for outgoing 56-kbps restricted as well as 64-kbps restricted or unrestricted circuit-switched data calls.
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■
— MCI 900. Providing 900 service numbers.
The system supports the following local DMS-100 local exchange carrier services:
— Virtual Private Network (VPN). For calls between the MERLIN
LEGEND Communications System and another communications system (for example, another MERLIN LEGEND Communications
System).
— Maximal OUTWATS and INWATS. For domestic outgoing long-distance voice calls (not including support for bands or zone); for domestic tollfree incoming calls.
— Foreign Exchange. For local call rating of calls from the local exchange in the area served by the foreign exchange.
— Tie Trunk. For private exchange call rating of calls placed on a dedicated central office facility between the MERLIN LEGEND
Communications System and another MERLIN LEGEND
Communications System.
— Integrated Services Access (also called call-by-call service selection ).
Allows a B-channel group to carry a variety of local services.
T1 is the factory setting and, when selected for the DS1 facility, allows each of the
24 channels to be programmed to emulate tie (emulated voice or Switched 56), loop-start, ground-start, or DID lines or to provide Switched 56 data-only service in any combination. Therefore, a single 100D module can take the place of 24 regular outside lines/trunks.
In Release 6.0 and later systems (Hybrid/PBX mode only), T1-emulated voice tie channels and T1-emulated data tie channels can be used to connect MERLIN
LEGEND Communications Systems with one another and/or with DEFINITY ECS and DEFINITY ProLogix Solutions communications systems in private networks.
They act as tandem tie trunks. If the type of service desired is PRI, tandem PRI
trunks can perform the same function. (See “Tandem PRI Trunks” on page 507
.)
If common-channel signaling (CCS) is selected, 23 channels are available for emulation, and the twenty-fourth channel carries trunk supervision signals. (See
.)
Framing Format 1 3
To identify the DS0 channels, the DS1 signal is segmented into blocks of 193 bits called frames . A frame consists of 24 eight-bit words (one for each channel) plus a framing bit at the beginning of each frame (24 words x 8 bits = 192 bits). Thus, a framing bit appears in every one hundred ninety-third bit position of the
1.544-Mbps DS1 signal.
Frames repeat at a rate of 8,000 per second. Each frame repeats DS0 channels 1 through 24 sequentially.
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The following two methods of framing can be used by a 100D module, but the framing method chosen must match the framing at the far end:
■ D4 Framing Format. The system is factory-set for D4 framing. A D4 frame consists of 24 eight-bit time slots and one framing bit. To perform synchronization, the receiving equipment uses the framing information to identify the start of each frame and to identify which frames contain signaling information. The framing information repeats once every 12 frames; these 12 frames form the D4 superframe.
■ ESF Framing Format. The extended superframe (ESF) format extends the 12-frame D4 superframe to a 24-frame superframe. The 24 framing bits include a cyclic redundancy check (CRC) for the entire ESF and a facility data link for maintenance. The ESF can detect more errors than D4 framing can. In Release 6.0 and later systems (Hybrid/PBX mode only), use this format for tandem trunks.
Line Coding 1 3
The DS1 signal consists of a continuous stream of ones and zeros, encoded into bipolar pulses for transmission. Only the ones create a pulse; the zeros represent the absence of a pulse. Pulses alternate between positive and negative. This type of line coding is called bipolar or alternate mark inversion (AMI). The line-coding formats guarantee that the ones-density requirement is met to achieve clock recovery.
To meet the ones-density requirement, either zero code suppression (ZCS) or bipolar 8 zero substitution (B8ZS) line coding can be chosen, but the selected line coding must match the line coding at the far end. In Release 6.0 and later systems
(Hybrid/PBX mode only), use this coding for tandem trunks.
ZCS line coding monitors each DS0 channel and prevents strings of eight or more zeros. Upon detecting eight consecutive zeros in a channel octet, ZCS line coding forcibly changes the seventh zero (the second least significant bit) to a one. The factory-set line coding is ZCS.
B8ZS line coding matches the ones-density requirement by using a special sequence with a bipolar violation in bit positions 4 and 7. Normally, for bipolar transmission, ones are encoded alternately as a positive then negative, or negative then positive, pulse. If two positive or two negative pulses are received in succession, a bipolar violation occurs. Bipolar violations are normally caused by noise hits to the signal; however, B8ZS uses a specific binary sequence with bipolar violations as a code for an all-zero channel octet.
B8ZS line coding is preferred over ZCS because it provides no possibility of corrupting data transmissions.
B8ZS violations are passed by the ACCULINK™ 3150 and 3160/3164, and
ESF T1 channel service units (CSUs) but not by other CSUs.
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Channel Service Unit 1 3
The channel service unit (CSU) is the interface between the 100D module and the
DS1 facility provided by the telephone company. This facility contains 24 channels on one 4-pair wire.
The CSU is a hardware component needed when two endpoints are located in different buildings or when the distance between the two endpoints makes office or line repeaters necessary. The CSU is located on the customer’s premises and is used to connect the system to DS1 network facilities. The CSU has the following functions:
■
■
■
It terminates an outside DS1 facility on the 100D module.
It ensures that the signals entering the public network comply with the requirements of the DS1 facility as specified by the FCC.
It includes maintenance, diagnostic, and testing capabilities.
NOTE:
Verify that any CSU on the DS1 circuit between the MERLIN LEGEND
Communications System and the PSTN is programmed for the same framing as the DS1 slot on the MERLIN LEGEND Communications
System.
There are several channel service units: ACCULINK 3150 and 3160/3164 ESF T1
CSUs, ESF T1 CSU (no longer available but still supported), and 551 T1 L1 CSU
(no longer available but still supported). The ACCULINK 3150 or 3160/3164
CSUs are recommended for this system because they allow maintenance without interrupting service and provide diagnostic and testing capabilities as well as
B8ZS line coding. They can be programmed remotely or onsite, using menus. The lower-cost 551 T1 L1 CSU does not provide the B8ZS line coding required for
64-kbps data (clear channel signaling support) and for maintenance features, nor does it provide diagnostic and testing capabilities for the DS1 facility.
Line Compensation 1 3
Line compensation adjusts for the amount of cable loss, in decibels (dBs), based on the length of cable between the 100D module and the CSU or other far-end connection point. The factory setting is a value of 1, which allows a maximum loss
of 0.6 dB. The possible settings are shown in Table 32 .
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Table 32. Line Compensation Settings
Setting
1
2
3
4
5 dB Loss Cable Length (22-Gauge Wire)
0.6
0–133 feet (0–40.5 meters)
1.2
1.8
133–266 feet (40.5–81 meters)
266–399 feet (81–121.5 meters)
2.4
3.0
399–533 feet (121.5–162 meters)
533–655 feet (162–199.5 meters)
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Signaling Mode 2 3
Signaling is the process of communicating channel-state information, such as dialing, from endpoint to endpoint. Two types of signaling can be used in T1 transmission: robbed-bit signaling (RBS) and common-channel signaling (CCS).
Choosing a signaling mode is important only for T1 service; PRI always uses CCS
(23 B-channels and 1 D-channel). The signaling types are as follows:
■
■
Robbed-Bit Signaling. Robbed-bit signaling (RBS) replaces the least significant bit in every sixth frame of each DS0 channel with signaling information. RBS is also called in-band signaling because signaling information is embedded in the same channel that carries the user’s voice or data in a call. Robbed Bit Signaling must be used if T1 Switched 56 service is to be used on the T1 connection.
Robbed-bit signaling is appropriate for voice and voice-grade data, and digital data on channels programmed for T1 Switched 56 service.
Common-Channel Signaling. Common-channel signaling (CCS) is an out-of-band signaling format that places the signaling bits for channels 1 through 23 into the 8-bit word of the twenty-fourth channel. This restricts
DS1 from using the twenty-fourth channel for voice or data transmissions.
D4 framing does not preclude the use of CCS, but CCS is not compatible with D4 channel banks because the D4 channel banks recognize only
RBS. CCS is used when PRI service is desired on the DS1 facility.
ESF framing should be used because of its improved maintenance, diagnostic, and testing capabilities. If the transmission between two systems is voice-only,
RBS should be used for all 24 communications paths. For voice transmissions, both ZCS and B8ZS line coding can be used to satisfy the ones-density requirement: the preferred line-coding format is B8ZS, which is needed for
64-kbps digital data.
The framing and signaling formats depend on the network and interconnection devices (CSUs) used. For example, the 551 T1 L1 CSU supports only ZCS.
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NOTE:
Through PRI, digital data using up to 64 kbps is possible only when using a
DS1 facility; connections of up to 64 kbps for each channel are also possible on BRI connections in Release 4.0 and later systems. Also, ESF framing mode, CCS signaling, and B8ZS line coding are required. An
ACCULINK 3150/3160/3164 or ESF-T1 CSU must be used for DS1 connections within a building.
Tandem PRI Trunks 2 3
In Release 6.0 and later systems (Hybrid/PBX mode only), you can network
MERLIN LEGEND Communications Systems with one another and/or with
DEFINITY ECS or DEFINITY ProLogix Solutions systems. Tandem PRI and tie trunks (T1-emulated voice/data or analog) are supported as private network lines/trunks. PRI private trunks provide the most features and advantages. This topic outlines the general considerations for setting up such trunks. Details are provided in System Programming and in other sections of this guide as noted. Full information about private networks is presented in the Network Reference.
PRI tandem trunks provide the following benefits:
■
Transparent Dialing of Extension Numbers on Remote Systems. Using
PRI tandem trunks, T1, or analog tie trunks for networking, a dial plan that provides access to remote extensions is set up locally. This allows calls to extensions on a remote system to be dialed using SA or Shared SA buttons.
■
■
■
Cost-Effective ARS Dialing from a Remote System. Using tandem PRI trunks or tandem tie (analog, or T1-emulated voice or data) trunks for networking, users can dial ARS calls normally. The local ARS is set up to route calls through the system that provides the best cost benefit. For example, if the local system is in the 908 area code and a remote networked system is in the 415 area code, calls made from the local system to the 415 area code can be routed through the remote system.
This can mean considerable toll savings.
Faster Data Transmission. Networked PRI tandem trunks support digital data speeds of up to 128 kbps between networked systems for enhanced
2B data videoconferencing and other data applications. Earlier releases permit a maximum speed of 112 kbps between connected systems. T1emulated data channels, when used as tandem trunks, allow speeds of up to 112 kbps.
Incoming Call Display. For MLX display telephone users, the system manager may program the incoming call display to allow alphanumeric labels, extension numbers, or both to be shown for calls routed among networked systems on tandem PRI facilities. For additional information,
see “Uniform Dial Plan Features” on page 710
.
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■ Fractional Use Support. You can tailor your use of PRI B-channels with drop-and-insert equipment that allows fractional use of B-channels for non-
MERLIN LEGEND data/video communications between sites at 64 kbps per channel, while keeping the remaining B-channels for MERLIN
LEGEND PRI voice/data traffic. The PRI D-channel must remain active.
The system also allows this type of fractional use of T1 circuits programmed as T1-emulated tie and tandem trunks.
Tandem PRI Trunk Programming 2 3
In Release 6.0 and later systems (Hybrid/PBX mode only), two PRI Switch Type options allow you to set up a PRI tandem trunk that connects two MERLIN
LEGEND Communications Systems or a MERLIN LEGEND Communications
System and a DEFINITY ECS or DEFINITY ProLogix Solutions system. The two additional programming options are LEGEND-Ntwk and LEGEND-PBX. One system is specified as operating in PBX mode and the other as operating in networked mode. When both systems are MERLIN LEGEND Communications
Systems, it is not significant which system is assigned which switch type, only that they are opposites. When you program this switch type, it is important to specify the type of switch at the other end of the PRI trunk, not the local switch.
DEFINITY ECS and DEFINITY ProLogix Solutions systems do not have a Switch
Type setting. The Interface field on such a system identifies the type of the
DEFINITY ECS or DEFINITY ProLogix Solutions system, not the type at the other end of the tandem trunk as on MERLIN LEGEND Communications Systems. If the
Interface field specifies Network , as it typically might, the connected MERLIN
LEGEND Communications Systems specify LEGEND-Ntwk. If the Interface field specifies User , the connected MERLIN LEGEND Communications Systems are programmed with the LEGEND-PBX setting.
NOTE:
DEFINITY ECS and DEFINITY ProLogix Solutions features and operations are beyond the scope of this guide. For information about these systems, consult their documentation.
When you specify one of these two switch types at a MERLIN LEGEND
Communications System, the system’s automatic assignment algorithm performs the following actions to set up the PRI tandem trunk:
■
A single unused B-channel group number is automatically assigned with all
23 B-channels on the trunk; B-channels may be removed or added subsequently. To find an unused group, the system starts at group 80 and searches backward.
■
PRI dial plan-routing does not apply for incoming calls on the trunk.
Instead, incoming routing is automatically set to Route Directly to UDP; this cannot be changed as long as the LEGEND-PBX or LEGEND-Ntwk switch type is in effect.
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■
■
■
PRI outgoing tables do not apply to outgoing calls on the trunk. ARS or
Remote Access features can be used.
The system automatically assigns Electronic Tandem Network (ETN) as the network service for the B-channel group that is assigned to the PRI tandem trunk; this setting cannot be changed as long as the switch type is in effect.
The Copy Telephone Number to Send setting is set to Copy for the PRI tandem trunk B-channel group; this setting cannot be changed as long as the switch type is in effect.
PRI Programming Options 2 3
The following options should be programmed for PRI facilities connected to a
100D (DS1) module.
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), some options are set up automatically for PRI tandem trunks and cannot be changed unless the switch type is also changed. See the previous topic for additional information.
PRI Telephone Number 2 3
The PRI telephone number is a string of up to 12 digits (any combination of digits
0–9) assigned to each PRI line. This string is matched to the Called Party Number sent by the network to indicate the number dialed by the outside caller. The system uses this number to send the call to the correct personal line button.
2 3 Network Services Supported
This option specifies the type of network service provided by each B-channel group. The choices are as follows:
■
■
AT&T toll services:
— Megacom WATS
— Megacom 800
— MultiQuest
— ACCUNET Switched Digital Service (SDS)
— Software-Defined Network (SDN)
Local services:
— OUTWATS
— INWATS
— 56/64 Digital Data
— Virtual Private Network
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■
■
In Release 4.2 and later systems, these MCI services are also available:
— MCI PRISM
— MCI Vnet
— MCI 800
— MCI 900
In Release 4.2 and later systems, these local exchange carrier services are also available:
— DMS Private
— DMS INWATS
— DMS OUTWATS
— DMS FX
— DMS Tie Trunk
In Release 6.0 and later systems (Hybrid/PBX mode only), where the
Switch Type setting is LEGEND-Ntwk or LEGEND-PBX, the network service is automatically set to Electronic Tandem Network (ETN) and cannot be changed unless the Switch Type setting is modified.
Copy Telephone Number to Send 2 3
This option specifies whether or not the telephone number to send to the network for outgoing calls made on PRI lines assigned to a B-channel group is copied from the PRI telephone number assigned to that PRI line. Select the Copy Telephone
Number to Send option when the telephone number sent to the network should match the number received from the network, indicating the number dialed by the outside caller. Select the Do Not Copy Telephone Number option either when a telephone number to send is assigned to each PRI line in the B-channel group or when no telephone number is to be sent to the network. (This can be used to block outgoing Caller ID, systemwide.)
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), where the
Switch Type setting is LEGEND-Ntwk or LEGEND-PBX, the Copy
Telephone Number to Send option is set to Copy and cannot be changed unless the Switch Type setting is modified.
Telephone Number to Send
This option assigns the telephone number to send to the network when outgoing calls are made on PRI lines. If the person being called subscribes to a PRI caller identification service, the number indicates who is calling.
2 3
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Test Telephone Number
This option assigns a test line telephone number for each 100D (DS1) module installed in the control unit that provides ISDN PRI service.
2 3
Timers and Counters
This option sets the timer and counter thresholds. The factory settings for
thresholds are standard and rarely need to be changed. (See “At a Glance” on
page 489 for factory settings and valid ranges.) When no response is received from the network before the duration of the timer setting, the communications system takes appropriate corrective action.
2 3
!
CAUTION:
After initial installation, these timers rarely if ever should be changed.
The timers and counters are as follows:
■
■
■
■
■
■
■
■
■
■
■
■
T200 Timer. Times the delay in link layer acknowledgment of a message sent from the communications system to the network over a D-channel.
T203 Timer. Times the period of time between each exchange of messages between the system and the network on the D-channel.
N200 Counter. Counts the number of times the communications system has transmitted a message on a D-channel because no link layer acknowledgment is received from the network.
N201 Counter. Counts the maximum number of layer 3 octets the system can send or receive in a single D-channel message.
K Counter. Counts the number of layer 3 unacknowledged messages sent from the communications system to the network on a D-channel.
T303 Timer. Times the delay in network response when the system sends a setup message to initiate an outgoing call.
T305 Timer. Times the delay in network response when the communications system sends a disconnect message to clear a call.
T308 Timer. Times the delay in network response when the communications system sends a release message to clear a call.
T309 Timer. Times the duration of a D-channel data link failure (a loss of signaling for the entire PRI connection).
T310 Timer. Times the network delay following the receipt of a callproceeding message on an outgoing call.
T313 Timer. Times the delay in network response when the communications system sends a connect message that indicates the completion of an incoming call.
T316 Timer. Times the delay in network response when the communications system sends a restart message to clear a B-channel.
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Terminal Equipment Identifier (TEI)
This option assigns the link layer address of devices connected to each
D-channel. Usually, only one is connected; the network assumes that its TEI is 0.
2 3
PRI Call Processing 2 3
shows the order of call processing for both incoming and outgoing calls on PRI facilities connected to the public switched telephone network; the section of the figure within the box applies specifically to call processing on a system with PRI. An explanation of incoming and outgoing call processing follows.
Incoming Calls
In Release 1.0 and 1.1 systems, incoming calls are routed by line appearance.
Beginning with Release 2.0, incoming calls also can apply routing by dial plan, a routing system for incoming calls programmed by the Dial-Plan Routing Table
).
2 3
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), where the
Switch Type setting is LEGEND-Ntwk or LEGEND-PBX for a PRI trunk, incoming calls are automatically set to Route Directly to UDP. PRI routing by dial plan and line appearance are not used. This cannot be changed unless the Switch Type setting is modified.
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Incoming call
Outgoing call
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(SA) (PL)
DPR
(SA) (SA)
(DPT)
ARS
(PL)
POOL
NS
SSS
CBC
B-Channel Group
Foreign Exchange
ARS=Automatic Route Selection DPR=Dial Plan Routing Table NS=Network Selection Table
CBC=Call-by-Call Services Table DPT=Direct Pool Termination SA=System Access
PL= Personal Line SSS=Special Services Selection Table
Figure 38.
PRI Call Processing (Non-Tandem Only)
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Routing by Dial Plan (Hybrid/PBX Only). Routing by dial plan is similar in concept to Direct Inward Dial (DID). It provides the ability to direct a call automatically to the proper destination for improved call distribution and call handling. Unlike a DID line, a PRI line (or T1 line in Release 4.0 or later) programmed for routing by dial plan can accommodate outgoing calls as well as incoming calls. As with DID operation, this feature is available only in Hybrid/PBX mode.
PRI Routing by Dial Plan. Routing by dial plan also allows multiple calls to a directory number. Concurrent incoming calls with the same Called Party Number can be delivered to a destination simultaneously.
The Dialed Number Identification Service (DNIS) is a service attribute of the
Megacom 800 service. Based upon customer-selected parameters, such as area code, state, or time of call, it provides distinct Called Party Numbers for incoming
800 and 900 calls. In Release 1.0 and 1.1 systems, DNIS has the restriction of one active call per Called Party Number for each B-channel group. The PRI telephone number, which is matched against the Called Party Number(CdPN), is used for routing a call to a specific line that normally terminates on a personal line button. In Release 2.0 and later systems, the restriction of one active call for each
CdPN does not apply.
For each B-channel group, the system can be programmed for either routing by line appearance or routing by dial plan. With routing by dial plan, the Dial-Plan
Routing Table must be programmed to contain a series of patterns—the number of digits in the Called Party Number (CdPN), network services on which to match, and a number of digits to add or delete for each match—in order to route the call to the proper destination.
If a B-channel group is programmed for routing by dial plan, all incoming calls to that B-channel group are routed in a DID-like manner and terminate on an SA button, on a single-line telephone, into a calling group queue, or at a Queued Call
Console (QCC). When an incoming call arrives, its network service type and
Called Party Number are compared to entries in the Dial-Plan Routing Table. If no match is found, the call is routed to the programmed backup position for unassigned DID calls (normally the primary system operator). If a match is found, the Called Party Number is manipulated according to the Dial-Plan Routing Table before matching it against the inside dial plan to identify a destination to which the call is delivered. If the manipulated Called Party Number does not match an inside extension, it is treated as an unassigned DID call.
If a fast busy tone is programmed as the routing destination for unassigned Direct
Inward Dial calls, the call is rejected. This typically causes the network to return an intercept tone instead of a fast busy tone. If the number matches a destination that DID calls are not permitted to reach (for example, pool access codes, group page codes, line access codes, or the ARS access code), the call is routed to the programmed destination for unassigned DID calls (unless the backup is a fast busy tone).
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Table 33 is a sample Dial-Plan Routing Table. Note that in the sample table all incoming calls through the Megacom 800 service are delivered to an extension whose dial-plan number is 1234. Entry 15 would be skipped because No Service is specified.
Table 33. Sample PRI Dial-Plan Routing Table
Entry
Service
0
SDN
1
SDN
# of digits in CdPN 7
Example # 555-1234
10
908-555-1234
Pattern
Digit deletion
Digit addition
555
3
[none]
[none]
6
[none]
2
MEG800
10
[none]
10
1234
3 ... 15
No Service
[not specified]
[none]
14
0
When routing by dial plan is used for an incoming call, if the programmed service, number of digits in the Called Party Number (CdPN) and patterns match those associated with the incoming call, the appropriate digit deletion and addition are performed. The process is as follows:
1.
The programmed service is compared with the B-channel service, if supplied. A match is found if the two services are equivalent or if the programmed service in the Dial-Plan Routing Table is All Services. If a match is found, the system continues to search the entry. If no match is found or if No Service is specified, the system skips the entry and proceeds to the next one. If no service is supplied, the call is matched to No Service table entries.
2.
The programmed number of digits is compared with the number of digits in the actual Called Party Number. A match is found if the two numbers are equivalent or if the programmed number of digits is 0. If a match is found, the system continues to search the entry. If no match is found, the system skips the entry and proceeds to the next one. If the programmed number of digits is 0, any number of digits in the Called Party Number is acceptable.
3.
The programmed pattern is compared with the digits associated with the incoming call. If the pattern matches, the entry is tagged as a possible best match for the incoming call. It is possible that more than one entry can match the incoming call; the entry chosen is the one that matches on the greatest number of digits in the pattern. For example, if 555-2000 is the
Called Party Number and the two patterns that match are 555 and 5552, the entry associated with 5552 is chosen as the best match. If the pattern is not programmed, it is considered a match with the number of digits in the pattern equal to 0.
4.
After the table is scanned and the best match is found, the programmed digit manipulation (addition and/or deletion) associated with the entry is performed. If the digit manipulation results in an invalid dial-plan extension, the call is routed to the destination for unassigned DID calls.
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NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), when a call arrives on a dial-plan routed PRI facility and its digits match an extension on the non-local dial plan, the call is routed to the appropriate non-local extension.
Characteristics and valid entries for the Dial-Plan Routing Table are as follows:
■
■
The factory-set table value for service is Empty (not specified). Entries that remain empty are skipped when the system searches for a match.
There can be up to 16 entries (0 through 15).
■
■
The service can be specified as any one of the supported services, Other,
No Service, or All Services.
If the service is programmed as All Services, it matches any input and thus acts as a wild card. If the B-channel receiving the incoming call is also programmed for call-by-call service selection, the system retrieves the service type as supplied by the FX because an incoming call could be arriving on any of the services.
■
■
■
■
■
■
An entry programmed for No Service matches calls in which no service is supplied by the foreign exchange or B-channel group.
Each pattern can have 0 through 8 digits. The default is blank.
The number of digits can be 0 through 14. A value of 0 in the table represents “any number” and thus acts as a wild card. The default number of digits is 0.
The maximum number of digits to delete is 14.
The digits to add include the digits 0 through 9. The length of this item is 0 through 4 digits. The default is blank.
The digit count and pattern are optional. When not programmed, they are considered wild cards that match any input.
Display Operation. The telephone display provides call-related information about incoming PRI calls delivered over the B-channel, if available. Otherwise, it displays the line label and the digits dialed.
Beginning with Release 3.0, hyphens are inserted between the digits on incoming calls (for example, for a 7-digit display and for a 10-digit display). Any other number of digits appears without hyphens.
A brief description of the display support for incoming calls provided in Release
2.0 and later follows (see to “Display” on page 247
for additional details).
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NOTE:
PRI display support for Release 2.0 and later applies to MLX display telephones only. There is no PRI display support for analog multiline telephones.
■
■
■
All Incoming PRI Calls. When the calling party information is available from the network, the Calling Party Number (CPN) appears on the user’s display. Pressing the More button shows the Called Party Number on the second screen of the display. If the Called Party Number is more than 15 characters in length, the digits at the end are dropped.
Group Calling. The MLX display of a calling group member shows the original Called Party Number (before digit analysis). The same display applies to PRI calls routed by dial plan to a group calling member extension. Pressing the More button shows the Calling Party Number on the second screen of the display.
Transfer without Consultation. In Release 2.0 and later systems, pressing the More button on an MLX display telephone that is a transfer destination shows the original Called Party Number (before digit analysis).
The same display applies to transferred PRI calls routed by dial plan.
In Release 6.0 and later systems (Hybrid/PBX mode only), display preferences for incoming calls are set up by using the Extensions menu. This setup affects calls arriving on tandem PRI trunks. You can set up MLX display telephones to display the extension number of the caller on the remote system, the programmed label, or both the label and the extension number. If ANI/ICLID information is provided for an outside call, it appears instead of the extension number and/or label. See
for additional details.
Outgoing Calls 3 3
Call-by-call service selection is a feature for outgoing calls in Release 2.0 and later. It allows a group of B-channels to carry a variety of supported PRI services
programmed in the Call-by-Call Services Table (see Table 36, page 520
). The service selected is based on the digits dialed and the bearer capability (voice, data, or both) of the originating party. In Release 1.0 and 1.1 systems, an outgoing call is carried on a static B-channel, that is, a B-channel dedicated to one specific service.
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), where the
Switch Type setting is LEGEND-Ntwk or LEGEND-PBX, outgoing calls on tandem PRI trunks are not routed using the features outlined in this section. Instead, Remote Access and/or ARS can be used for such routing,
as well as UDP routing (see “Uniform Dial Plan Features” on page 710
) for calls to extensions on networked switches. This cannot be changed unless the Switch Type setting is modified.
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Outgoing calls can be made by accessing a personal line, a Pool, or ARS. When a call is placed, the system determines whether the line accessed is a PRI facility. If so, the system performs digit analysis with the entries in the Network Selection
Table (see Table 34, page 518 ) and the Special Services Selection Table. The
Network Selection table lists the prefixes for dial access to alternative longdistance carriers (for example, 10 xxx ). The Special Services Selection Table (see
Table 35 ) lists prefixes that represent special services, such as operator service
or international dialing ( or ).
In addition, if the B-channel group for an outgoing call is programmed for call-bycall service selection, the system performs digit analysis , with the entries in the
Call-by-Call Services Table (see Table 36, page 520
). The entries in this table indicate the service and tell the system how to delete digits and successfully route an outgoing call.
A sample of each of these tables follows. Refer to System Programming for information about programming these tables.
Network Selection Table. The Network Selection table lists the prefixes for dial access to alternative long-distance carriers (for example, 10 xxx ). If multiple entries in the Network Selection Table match the dialed number, the one with the most non-wild card digits prevails. If the first digits of a dialed number (on PRI) match any entry in this table, the entry pattern is deleted from the dialed number and the number represented by the asterisks is used as the network selected.
Characteristics and valid entries for the Network Selection table are as follows:
■
■
■
■
■
There can be up to four entries (0 through 3).
The pattern can be up to eight digits.
An asterisk ( ) is a wild card.
The pattern cannot begin with an asterisk but must contain at least one.
All asterisks must be at the end of the pattern and contiguous.
Table 34. Sample Network Selection Table
Entry Number 0
Pattern 101****
1
10***
2 3
The Special Services Selection Table (see Table 35 ), lists prefixes that represent
special services, such as operator service or international dialing ( or ). If multiple entries in the Special Services Selection Table match the dialed number, the one with the most digits prevails. Characteristics and valid entries are as follows:
■
■
There can be up to eight entries (0 through 7).
The pattern can be up to four digits (no wild cards).
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■
■
■ The choices for Operator are Operator (OP), Presubscribed Common
Carrier Operator (OP/P), and None.
The choices for Type of Number are National (N) and International (I).
The number of digits to delete can be from 0 to 4.
Table 35. Sample Special Services Selection Table
Entry Number 0
Pattern 011
1
010
2 3
01 00
4
0
Operator
Type of Number I
None OP OP OP/P OP
I I N N
Digit Deletion 3 3 2 2 1
5
1
6 7
None None None
N N N
1 0 0
OP = Operator
OP/P = Presubscribed Common Carrier Operator
Call-by-Call Services Table. When a call is placed on a call-by-call B-channel group, the dialed number and type of call must match one of the entries, the specified number of digits is deleted, and the specified service is selected. Similar patterns for the same type of call are permissible in this table; in such a situation, the feature selects the entry with the longest matching pattern. For example,
based on the entries in Table 36 and a voice call with a Called Party Number
(CdPN) of 908957, Entry 1 is selected, not Entry 2. The last entry is used if the patterns are of equal matching digits.
For each entry, the following can be specified: a set of patterns, the type of call, the service to use, and the number of digits to delete.
Characteristics and valid entries for the Call-by-Call Services Table are as follows:
■ By default, the patterns are blank, Call Type is Both, Service is blank, and
Delete Digits is 0.
■
■
There can be up to 10 entries (0 through 9).
Each entry can contain up to 10 patterns of up to eight digits each.
■
■
■
The number of digits to delete can be from 0 through 8 (default is 0).
The user can use an entry as a default by selecting a Call Type and
Service and not specifying any patterns.
If Service is null (not selected), the entry is ignored. Null and No Service are not equivalent.
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Primary Rate Interface (PRI) and T1
Table 36. Sample Call-by-Call Services Table
Entry Number 0
Patterns
Call Type
Service
Delete Digits
700
1
908957
908949
908615
DATA
303843
BOTH
ACCUNET SDN
0 0
2
908
VOICE
MEG WATS
0
3
VOICE
MEG WATS
0
4
DATA
SDN
0
...
0
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9
BOTH BOTH
0
Call-by-call service selection closely resembles ARS in reducing costs and maximizing the benefits derived from limited resources. While ARS selects the most cost-effective route, call-by-call service selection selects the optimal service for that particular call. Call-by-call service selection is integrated with ARS by including the bearer capability of the calling party in its routing decisions. ARS serves as the main gateway for accessing the call-by-call B-channel group. The basic calling process for call-by-call service selection with ARS is as follows:
1.
A user dials ARS.
2.
ARS selects the route and, in this case, the route points to a call-by-call
B-channel group.
3.
ARS performs digit deletion/addition operations for the route and, in so doing, may indirectly specify the best service for the call.
4.
With these ARS outgoing digits, the call-by-call B-channel group selects the service, possibly based on digits added by ARS, and performs digit deletion as required.
5.
A call setup message is sent to the network/central-office switch.
Restriction Code Handling for FTS2000 Network. FTS2000 network users can have restriction codes applied to their extensions. A person who attempts to place a call that exceeds the set restriction level must first enter a restriction code. If no code is entered, the FTS2000 network prompts the user to enter the code from the telephone dialpad.
Prior to Release 2.0, the restriction codes are input in-band (using touch-tones). In
Release 2.0 and later systems, the system allows a restriction code to be entered with the Account Code Entry feature. This is especially useful for data calls because there is no in-band signaling to interfere with the data, since the restriction code is sent out of band in the setup message.
Station Identification-Automatic Number Identification (SID-ANI) as Calling
Party Number. In Release 1.0 and later systems, facility-based information is used by the network for sending the Calling Party Number. If the SID-ANI option is
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Page 521 programmed (and the service subscribed to), Release 2.0 and later systems send a systemwide base number of up to 12 digits, of which the final digits (up to 4 digits) are replaced with the number of the extension from which the call was made. For example, a call made from extension 7104 with a systemwide base number of 908-555-7000 sends the number 908-572-7104. For facility-to-facility calls where there is no call-originating extension (for example, Remote Call
Forwarded calls), the systemwide base number is substituted. However, trunk-to-trunk transfer results in a CPN that consists of a base number in which the last digits are replaced by the number of the transferring extension.
In some instances, the systemwide base number is not sufficient to cover all extension numbers in the system. For example, the base number might be
908-555-7000 and there might be a group of extensions, 7000 through 7099, that correspond to telephone numbers from 908-555-7000 to 908-555-7099; there might be another group of extensions numbered 300 through 399 whose telephone numbers are 908-555-0300 through 908-555-0399. In a case like this, there is no base number that can cover all of the extensions so that the number sent is the correct number for the extension.
In Release 4.2 and later systems, the MERLIN LEGEND Communications
System’s PRI support for calling party identification extends to MCI and local exchange (DMS-100) subscription services.
T1 Programming Options 6 3
DS1 facilities programmed as T1 lines/trunks can supply many types of connections. T1 service transmits and receives voice and analog data as well as digital data in Release 4.0 and later communications systems. The connections can be to the PSTN, or they can be tie trunks connected to other MERLIN
LEGEND Communications Systems or other PBX systems.
T1 Switched 56 channels connected to the PSTN can use routing by dial plan to send incoming calls to the correct data extension.
T1 Tie Trunk Connections 6 3
T1 trunks can be used to supply digital-emulated, tie trunk connections. These trunks can connect two MERLIN LEGEND Communications Systems or can connect one MERLIN LEGEND Communications System to another type of PBX
(for instance, a Lucent Technologies DEFINITY G1.1 or DEFINITY ECS) or to the central office with digital (Switched 56 kbps) connections. In Release 6.0 and later systems, both T1-emulated voice tie lines and T1 Switched 56 tie lines can be used as tandem trunks to link MERLIN LEGEND Communications Systems with one another or with DEFINITY ECS or DEFINITY ProLogix Solutions communications systems.
Tie trunk settings for these connections are similar to standard analog tie trunks.
The only difference between setting up a digital-emulated, tie trunk and an analog tie trunk is that the Signaling Type setting (Type 1 Standard, Type 1 Compatible,
Type 5 Simplex) is not meaningful.
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Direction. The tie trunk direction may be programmed in one of the following ways:
■ Two-way (factory setting). Calls can be made in both directions. In networked Release 6.0 and later systems, use this setting for tandem tie trunks.
■
■
Outgoing Only. Only outgoing calls can be made.
Incoming Only. Calls can be received only.
Trunk Seizure Type. The trunk seizure type can be one of four settings. The setting should be compatible with the signaling on the far end. The trunk seizure type must be set separately for incoming (intype) and outgoing (outtype) calls.
The intype and outtype settings for the trunk seizure type can be programmed as one of the following settings:
■
■
■
■
Wink Start (factory setting)
Delay Start (In networked Release 6.0 and later systems, use this setting for tandem tie trunks.)
Automatic Start
Immediate Dial
NOTES:
1.
The Immediate Dial setting should not be used for DS1 Switched 56 data calls because of the lack of trunk integrity-checking. Auto Route by Line Appearance works only with Immediate Dial and therefore cannot be used with DS1 Switched 56 data calls.
2.
Automatic-start trunk seizure is not available on 5ESS and DMS-100 central office switches.
Dial Mode. The dial mode must be set for incoming calls (inmode) and outgoing calls (outmode). The dial mode (inmode or outmode) can be set to either Rotary
(factory setting) or Touch-Tone. Touch-tone receivers are required on the remote communications system when the setting is touch-tone. In networked Release 6.0 and later systems, use this setting for tandem tie trunks.
Dial Tone. The dial tone can be set to one of the following settings:
■ Remote (factory setting). The system sends dial tone to callers.
■ Local. The system does not send dial tone to callers.
Answer Supervision Timing. Answer Supervision Timing sets a limit in milliseconds that an answer supervision signal must be present to be considered valid. The timing can be set to any value in increments of 20 ms from 20 to 4,800 ms. The factory setting is 300 ms, which should be used in networked Release 6.0 and later systems for tandem tie trunks.
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Disconnect Timing. Disconnect Timing sets a time limit, in milliseconds, that a disconnect signal must be present to be considered valid. The timing can be set to any value from 140 to 4,800 ms, in increments of 20 ms. The factory setting is
300 ms, which should be used in networked Release 6.0 and later systems for tandem tie trunks.
6 3 T1 Routing by Dial Plan
Beginning with Release 4.0, routing by dial plan is available on Switched 56 services offered on T1 connections.
Service providers offer digit outpulsing for their T1 Switched 56 services. With digit outpulsing, the central office sends a number of digits to the MERLIN
LEGEND Communications System. When ordering the service, the system manager must choose how many digits are to be sent to the communications system. Generally, the default number of outpulsed digits is four; however the system manager may choose 3-digit outpulsing, which can be accepted by the
MERLIN LEGEND Communications System for Switched 56 services.
In many cases, the digits that are sent from the service provider may not match the MERLIN LEGEND Communications System dial plan. In these cases, the digits can be manipulated by absorption, deletion, or addition of digits. The system manager also can use system programming to renumber a block of dial-plan numbers on the communications system to match the outpulsed digits.
With this enhancement, multiple telephone numbers can be used on a single T1
Switched 56 line. For example, these could be three ACCUNET Switched 56
Services channels on a T1 line/trunk with 10 different numbers on each channel.
This allows 30 different (non-simultaneous) callers with unique numbers to call into the communications system and reach 30 different data extensions.
NOTE:
Most local exchange carriers (LECs) do not offer multiple telephone numbers associated with a single channel. Therefore, routing by dial plan can route calls only to a single data extension for each single telephone number provided by the local exchange carrier central office.
The three settings in the Incoming Routing Table are as follows:
■
Expected Digits. The number of digits sent from the service provider.
■
■
Digit Addition. Digits are added to the beginning of the digits.
Digit Deletion. Digits are deleted from the end of the digits.
An example of an Incoming Routing Table is shown in Table 37 .
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
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Primary Rate Interface (PRI) and T1
Table 37. Sample T1 Switched 56 Dial-Plan Routing Table
2
T1 S56
3
235
1
[none]
35
3
T1 S56
3
300
1
67
6700
4 Entry
Service
1
T1 S56
Expected Digits 3
Example # 234
Digit deletion
Digit addition
Extension
1
[none]
34
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... 24
T1 S56
3
492
1
69
6992
Systemwide Programming Options 7 3
Clock Synchronization
Clock synchronization is an arrangement in which digital facilities operate from a common clock. Whenever digital signals are transmitted over a communications link, the receiving end must be synchronized with the transmitting end to receive the digital signals without errors.
7 3
The system synchronizes itself by extracting the timing signal from the incoming digital stream. If the system has one 100D module, that module provides its own primary synchronization. If the system has at least one 800 NI-BRI module, more than one 100D module, or a combination of 100D modules and 800 NI-BRI modules, then one of the connections provides primary clock synchronization for all 800 NI-BRI and 100D module ports and for the system’s time-division multiplexing (TDM) bus. The primary clock synchronization source must be identified during system programming. The factory setting either is the first 100D module or the first port on the first 800 NI-BRI module in the carrier. This can be changed through system programming.
In the event of a maintenance failure of primary synchronization, backup synchronization can be provided by secondary and tertiary clock synchronization.
In addition, the source of synchronization is factory-set to Loop Clock Reference
Source so that the clock is synchronized to the outside source. With a 100D module, it can be set to Local Clock Reference Source so that the clock is free-running. However, this is not recommended for most permanent installations or for systems with PRI. This setting must be made for the primary, secondary, and tertiary synchronization sources.
In Release 6.0 and later systems (Hybrid/PBX mode only) with digital tandem trunks, a single clock source should be used for all systems in the network.
Generally, the rules for assigning clock sources are the same as for single systems. When the source for clock synchronization is not on a module in the local system, it is assigned as loop . A loop clock source may be a port connected
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When the source for clock synchronization is a local system module, it is assigned as local . There can be no more than one local clock source for digital tandem facilities in a network, and all other tandem facilities are assigned as loop. There does not have to be any local clock source in a network; all can be loop.
Networked systems do not always have an in-service digital PSTN facility available or active. For this reason, clock synchronization in some private networks requires choosing among other clock sources. In a network with three or more systems, it is best if all clock sources for the network are on either a hub system (star configuration) or a system that connects two other switches (series configuration). If the primary clock source is not functioning, then a secondary or tertiary source on such a system can serve either all other systems in the network or two other systems in a network. If a DEFINITY ECS or DEFINITY ProLogix
Solutions system is included in the network and has functional digital PSTN facilities, it should provide the clock synchronization source. Details and examples are provided in the Network Reference.
The following lists the options for primary, secondary, and tertiary clock synchronization sources in order of preference:
1.
The clock sources on BRI ports with Digital Subscriber Lines (DSLs) in service. If at all possible, all three clock sources should be on the same 800
NI-BRI module. If they are not, interruptions in high-speed data calls can occur when the clock source switches to a backup source
2.
The loop clock source on any 100D module
3.
The loop clock source on any 100D module in T1 mode emulating tie trunks
4.
The local clock source on any 100D module
NOTE:
Ports that are not in service should never be programmed as clock sources.
Clock Switching 7 3
When the primary clock source is not able to provide the system clock, the secondary clock source is used, if it exists and is capable of providing the system clock. If the secondary clock source is incapable of providing the system clock, the tertiary clock source is used.
If none of these is capable of providing the system clock, the communications system searches 800 NI-BRI and 100D modules for a clock source, starting from the first module in the system and ending with the last module. The clock is chosen with the following order of preference:
1.
Loop clock source on an 800 NI-BRI or 100D module
2.
Local clock source on an 800 NI-BRI or 100D module
MERLIN LEGEND Communications System Release 6.1
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3.
Local clock source on the processor module
Mode Differences 7 3
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Key Mode 7 3
Routing by dial plan for PRI or T1 data lines is not supported in Key mode.
Behind Switch Mode 7 3
T1 data lines are not supported in Behind Switch mode.
Considerations and Constraints 7 3
General 7 3
If a B-channel is not available when a call is placed, a fast busy tone is returned.
While the tone is in progress, the line is considered busy. If the originator goes on hook while the tone continues, the call is ended and the line is idled. Otherwise, the call appearance is removed and the line is idled 15 seconds after the tone is applied.
A telephone is considered busy when: no SA button (aside from Originate Only buttons) is available; Do Not Disturb is activated; the extension either is being programmed or is in forced idle; the alarm clock is being set. The caller hears a busy tone, and the call receives coverage, if programmed.
A PRI line can be assigned to only one B-channel group.
If the inside dial plan uses extension numbers with different numbers of digits—for example, both 3-digit extension numbers and 4-digit extension numbers—
SID-ANI or other extension identification services (Release 4.2 and later systems) may not work properly.
The PRI telephone number assigned to each channel must be unique within the same B-channel group and different from the associated test number. Also, the number of each channel must be the same number as that supplied by the PRI service provider. The test telephone number assigned for each 100D (DS1) module in the control unit must be different from the numbers assigned to other channels in the same B-channel group and must be the same number as that supplied by the PRI service provider.
An invalid timer value entered in system programming results in truncation to the closest valid value. If, for example, 45 is entered for a counter that ranges from 0 to 30 seconds, 4 is recorded.
In Release 6.0 and later, the PRI information report displays the B-channels in the order they were entered into the system, which is not necessarily numerical order.
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Incoming Calls 7 3
PRI 7 3
When an incoming call is given routing-by-dial-plan treatment, the green LED associated with the appearance of the line lights steadily; the LED does not flash to indicate that the line/trunk is ringing. When an incoming call is on a personal line, the green LED associated with the line lights steadily, and ringing on an SA button occurs. The LED does not flash to indicate that the line/trunk is ringing.
Routing by dial plan requires programming of the Dial-Plan Routing Table and of the B-channel group (PRI only) or extension to be routed by dial plan.
Call Management System (CMS) does not support routing by dial plan.
Routing by dial plan information appears only on MLX display telephones.
If the number for an incoming call given routing by dial-plan treatment is not found, the call is sent to the invalid number destination for DID calls. This can be a dialplan extension number or fast busy tone. However, if it is fast busy tone, the call is rejected and the network applies intercept tone.
A PRI line that has been programmed for routing by dial plan should not be programmed for remote access or Shared System Access.
Outgoing Calls 7 3
PRI 7 3
When placing a call using a PRI facility, you may want to append a to the dialed number. This signals the facility that the number is complete and causes the call to be placed immediately.
The outgoing telephone number that matches the digit pattern in the Network
Selection Table is deleted automatically. This is not programmable. The common carrier ID is sent to the foreign exchange.
In systems that are programmed using a non-uniform extension dialing plan, one base number may not be able to represent all telephones.
To specify that no telephone number is sent to the network, choose the Do Not
Copy Telephone Number programming option and use the Telephone Number to
Send procedure to ensure that telephone numbers are not assigned to each channel in the B-channel group. A network option to block presentation of CPN is also available.
If ARS identifies a call as applying to a call-by-call B-channel group but the
Call-by-Call Services Table does not show a matching digit pattern and bearer capability, the call is rejected.
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Outgoing calls using call-by-call service selection can be made by pressing a line button, pressing a Pool button, dialing a pool number, or using ARS.
The Call-by-Call Services Table must be programmed for the Call-by-Call Service
Selection feature to take effect. If a service is not specified in the table, the entry is ignored.
An SMDR record is not recorded for any call on a PRI facility that is shorter than the programmed SMDR Call Length. Usually, the SMDR Call Length is programmed to compensate for connection and ringing time of calls on non-PRI facilities before they are answered. For systems where most lines are PRI lines, the call length should be programmed for one (1) second.
Feature Interactions 7 3
Account Code Entry At an extension assigned to a PRI line, either enter an account code before the call is made or during the call. Forced account codes must be entered before the call is made. An account code entered before a call is treated as a restriction code for all the outgoing calls placed over the PRI line.
Automatic Route
Selection
Barge-In
Call Waiting
If the SMDR feature is not enabled to record incoming calls, the system does not accept Account Code Entry information for incoming calls.
An incoming call can access ARS only through remote access, transferring, or Remote Call Forwarding through ARS. A PRI line can be a member of a pool accessed through ARS. Before ARS routes a call to a pool, it determines whether one or more member lines in that pool are available. If not, it selects an alternative pool so that the call is not blocked. Even if a B-channel is available when ARS selects a pool with an available line, there may be none available when it is time to send a setup message to the network. Or, after the setup message is sent, the network may determine that the B-channel proposed by the system is not available. In either case, the call fails and fast busy tone is heard.
If an incoming call matches the ARS access code, it is routed to the extension programmed for unassigned DID calls.
Barge-In can be used on a PRI line. Users cannot barge into data calls.
Call Waiting is provided on PRI lines at extensions so programmed. The call-waiting tone is not blocked from PRI at an extension. Until the call is answered, answer supervision is not returned to the network and the caller hears regular ringback instead of call-waiting ringback.
Call Waiting does not work with data calls.
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Primary Rate Interface (PRI) and T1
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Callback Callback cannot be used to request a busy PRI line assigned as a personal line, but PRI lines in a pool are eligible for Callback. An idle PRI line is not considered an available pool member unless a check determines that it is associated with an available B-channel. Even if a
B-channel is available when the pool selects a line for a callback call, there may be none available when it is time to send a setup message to the network. Or, after the setup message is sent, the network may determine that the B-channel proposed by the system is not available. In either case, the call fails and a fast busy tone is applied.
Some applications (such as desktop video systems) that use data lines may work improperly when releasing data facilities requested by
Callback.
The system does not support Camp-On onto data calls.
Camp-On
Conference The system does not support conferencing onto data calls.
Coverage Data calls do not follow coverage delay settings. All data calls ring immediately.
Calling Restrictions Outward and toll restrictions do not work with T1 lines emulating tie trunks when the lines are set to Tie-PBX or Tie Switched 56 Data. Use Automatic
Route Selection or pool dial-out codes instead.
Forward and
Follow Me
A PRI line that has been programmed for routing by dial plan cannot have
Remote Call Forwarding allowed. A T1 Switched 56 line cannot be used for Remote Call Forwarding.
Group Calling
HFAI
A PRI line that is a member of a B-channel group programmed for routing by dial plan should not belong to a calling group. A line that is part of a
B-channel group included in a calling group should not be programmed for routing by dial plan.
Incoming calls on a line that is a member of a B-channel group programmed for routing by dial plan are not eligible for answer by
Hands-Free Answer on Intercom.
Data calls cannot be placed on hold.
Hold
Music On Hold
Night Service
Paging
Music on Hold cannot be used with data calls.
A PRI B-channel can be assigned to a Night Service group (Release 4.1 and later systems only) if its B-channel group has been programmed for routing by line appearance. If the Routing by Dial Plan option has been selected for a PRI B-channel group, its lines cannot be assigned to a
Night Service group.
If the extension for an incoming call matches a group paging extension, the call is treated as an unassigned DID call.
Data lines cannot be used for paging.
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Personal Lines
Pools
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A personal line can be assigned to an extension to represent a PRI line with routing by dial plan. When an incoming call arrives, the green LED associated with the personal line lights steadily, and ringing on an SA button occurs; the LED does not flash to indicate that a line/trunk is ringing.
A personal line can be assigned on a voice telephone for monitoring the status of a data line; however, users must not use the personal line to attempt to complete a call.
Data lines (especially T1 data) should not be put in the same pool as voice lines. System alarms eventually result if voice extensions try to access data lines.
Data lines should not be programmed to terminate at a QCC.
Queued Call
Console
Remote Access
Ringing Options
System Access/
Intercom Buttons
SMDR
A PRI line that has been programmed for routing by dial plan should not be programmed for remote access.
Digital data calls do not receive distinctive ringing or Ring Timing options.
T1 lines must not be shared between voice and data extensions with
Shared SA buttons. The lines are programmed for either voice-only or data-only service.
The line/trunk number of a PRI line is shown in the LINE field of the
SMDR report. The restriction code for the FTS2000 network is shown in the ACCOUNT field.
Call timing begins when the PRI line is selected. The Called Number field shows the number dialed by the user before any digits are manipulated by
ARS or PRI tables (Network Selection Table, Special Services Selection
Table, or Call-by-Call Services Table). In Release 2.1 and later systems, call timing begins when the call is answered at the far end. Therefore, calls that are not answered do not create an SMDR call record.
If the SMDR feature is not enabled to record incoming calls, the system does not accept Account Code Entry information for these calls.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Primary Rate Interface (PRI) and T1
Tandem Switching
Transfer
Issue 1
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Page 531
In Release 6.0 and later systems (Hybrid/PBX mode only), PRI and T1
(emulated tie voice or data tie) facilities can be private tandem trunks. To provide the facility, customers order a point-to-point T1 circuit from a service provider and use system programming to set it up for PRI or T1.
However, the provider only supplies amplification, not switching services.
When system programming of the DS1 switch type labels a PRI facility as a tandem trunk, the system selects an unused B-channel group
(beginning with Group 80 and counting backward) and assigns all the
B-channels to it. This programming can be changed after the initial assignment.
Drop-and-insert equipment can be placed between systems connected by tandem PRI or T1 trunks to provide fractional service. All channels still count toward the 80-line system maximum, and the PRI D-channel must never be dropped.
PRI and T1 tandem trunks require the same initial DS1 programming
(clock synchronization, framing format, and so on) that other such facilities do. However, for PRI facilities, routing, network service, and copy telephone number settings are programmed automatically by the system and cannot be changed unless the switch type is modified first.
When a call arrives on a dial-plan routed PRI facility and its digits match an extension on the non-local dial plan, the call is routed to the appropriate remote extension.
For trunk-to-trunk transfer with no extension number involved, the Calling
Party Number for the outbound call is the programmed base number.
Data calls cannot be transferred.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Privacy
Privacy
7 3
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Code
Feature Codes
On
Off
MLX Display Label
7 3
Telephone users, DLC operators, data users
Extension Directory
All
All except QCC
3ULYDF\>3UYF\@
Issue 1
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Page 532
Description 7 3
Privacy prevents other people from joining calls on shared personal lines or
Shared SA buttons. Privacy also prevents Barge-In from being used to join a call.
An extension user can turn on Privacy before or during a call, and it remains on for all calls to and from that extension until the user turns it off.
When Privacy is turned on at an extension, anyone selecting a shared personal line or Shared SA button on which a call is active hears silence, instead of joining the call. A person using Barge-In hears a busy signal when trying to join a call on a telephone with Privacy turned on.
If Privacy is turned on while a call is in progress, it does not affect anyone who has already joined the call but prevents other users from joining the call.
Privacy is automatically turned on for data calls at digital data workstations and analog voice and modem data workstations connected to analog multiline telephones. Privacy must be turned on manually at modem data-only workstations and MLX voice and modem workstations connected to a Multi-Function Module.
Considerations and Constraints 7 3
If a multiline telephone user intends to use Privacy, he or she should program a button for it, so that the green LED next to the button gives a visual reminder when
Privacy is turned on.
Single-line telephone users receive no indication of whether Privacy is on or off.
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Feature Reference 555-661-110
Features
Privacy
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Privacy is automatically on at data workstations, except for modem data-only workstations and for MLX voice and modem data stations, where Privacy can be activated as part of the dialing sequence.
Telephone Differences 7 3
Queued Call Consoles
A QCC operator cannot use Privacy.
7 3
Other Multiline Telephones 7 3
To turn on Privacy, either press the programmed Privacy button—the green LED turns on—or press the Feature button and dial .
To turn off Privacy, either press the programmed Privacy button—the green LED turns off—or press the Feature button and dial .
When an MLX display telephone user turns on Privacy, the display briefly shows the message 3ULYDF\2Q before returning to the Home screen or call-handling display. When the user turns off Privacy, the display briefly shows the message
3ULYDF\2II .
When an MLX-5 or MLX-10 nondisplay or analog multiline telephone user (with or without a display) turns Privacy on or off, there is no visual confirmation unless a
Privacy button is programmed on the telephone. If a Privacy button is programmed, its green LED turns on and off with the Privacy feature.
Single-Line Telephones 7 3
To turn on Privacy before making or receiving a call, lift the handset and, while listening to inside dial tone, dial ; then hang up. To turn on Privacy while a call is in progress, press and release either the Recall or Flash button or the switchhook and dial . To return to the call, press and release either the Recall or Flash button or the switchhook again.
To turn off Privacy before making or receiving a call, lift the handset and (while listening to inside dial tone) dial ; then hang up. To turn off Privacy while a call is in progress, press and release either the Recall or Flash button or the switchhook and dial . To return to the call, press and release either the
Recall or Flash button or the switchhook again.
A single-line telephone user has no indication of whether Privacy is on or off.
NOTE:
Some single-line telephones, such as Lucent Technologies models
2500YMGL and 2500MMGK, use a positive or timed disconnect. On these telephones, pressing the switchhook disconnects the call. The user must
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Privacy
Issue 1
August 1998
Page 534 use the Recall or Flash button instead of the switchhook when turning
Privacy on or off.
Feature Interactions
Barge-In
Digital Data Calls
Display
Headset Options
Hold
HotLine
Multi-Function
Module
Personal Lines
Recall/Timed Flash
Service Observing
Signal/Notify
System Access/
Intercom Buttons
7 3
Barge-In does not override Privacy.
Privacy is turned on automatically during digital data calls.
When an MLX display telephone user turns on Privacy, the display briefly shows the message 3ULYDF\2Q before returning to the Home screen or call-handling display. When the user turns off Privacy, the display briefly shows the message 3ULYDF\2II .
Privacy should be turned on when headset users with Headset Auto
Answer turned on either have Shared SA buttons or share one or more personal lines. Privacy keeps the users from competing for the same call.
When two or more users try to answer the same call on an SSA or personal line button, the red and green LEDs next to the button go on, but only one person can talk with the caller.
Privacy protects a call only while the user is active on the call. Privacy does not keep a user at another extension from picking up a call while it is on hold.
Privacy is not available for HotLine extensions (Release 5.0 and later systems).
Privacy should not be used on an MFM (unless Privacy is to stay on at all times, as at a data workstation) because the user does not have an LED to indicate whether Privacy is on or off.
If Privacy is turned on at an extension, a user with a shared personal line button for that extension cannot join a call on that button.
If Privacy is turned on while a call is in progress, it does not affect anyone who has already joined the call but prevents other users from joining the call.
A single-line telephone user with a Recall or Flash button can use Recall or Flash to turn Privacy on or off during a call. The user must press
Recall or Flash and to turn Privacy on, or to turn Privacy off.
In Release 6.1 and later systems, Service Observers can observe calls even if the observed extension is using the Privacy feature.
Users can program and use a Signaling button to contact a co-worker who has turned on Privacy.
If Privacy is turned on at an extension with a Shared SA button, other users, including the principal extension, cannot join a call on that button.
If Privacy is turned on while a call is in progress, it does not affect anyone who has already joined the call but prevents other users from joining the call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Programming
Programming
7 3
7 3 At a Glance
Users Affected
Modes
Telephones
System managers
All
All
Issue 1
August 1998
Page 535
!
SECURITY l ALERT:
Remote System Programming. As a customer of a new communications
system, you should be aware that there exists an increasing problem of telephone toll fraud. Telephone toll fraud can occur in many forms, despite the numerous efforts of telephone companies and telephone equipment manufacturers to control it. Some individuals use electronic devices to prevent or falsify records of these calls. Others charge calls to someone else’s number by illegally using lost or stolen calling cards, billing innocent parties, clipping on to someone else’s line, and breaking into someone else’s telephone equipment physically or electronically. In certain instances, unauthorized individuals make connections to the telephone network through the use of remote access features.
The Remote Access feature of your system, if you choose to use it, permits off-premises callers to access the system from a remote location by using an 800 number or a 7- or 10-digit telephone number. The system returns an acknowledgment signaling the user to key in his or her barrier code, which is selected and programmed by the system manager. After the barrier code is accepted, the system returns dial tone to the user. If you do not program specific egress restrictions, the user can place any call normally dialed from an extension associated with the system. Such an off-premises network call is originated at, and will be billed from, the system location.
The Remote Access feature, as designed, helps the customer, through proper programming, to minimize the ability of unauthorized persons to gain access to the network. Most commonly, telephone numbers and codes are compromised when overheard in a public location, through theft of a wallet or purse containing access information, or through carelessness (writing codes on a piece of paper and improperly discarding it). Additionally, hackers may use a computer to dial an access code and then publish the information to other hackers. Enormous charges can be run up quickly. It is the customer’s responsibility to take the appropriate steps to properly implement the features, evaluate and program the various restriction levels, protect access codes, and distribute access codes only to individuals who have been fully advised of the sensitive nature of the access information.
Common carriers are required by law to collect their tariffed charges. While these charges are fraudulent charges made by persons with criminal intent,
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Programming
Issue 1
August 1998
Page 536 applicable tariffs state that the customer of record is responsible for payment of all long-distance or other network charges. Lucent Technologies cannot be responsible for such charges and will not make any allowance or give any credit for charges that result from unauthorized access.
To minimize the risk of unauthorized access to your communications system:
■ Use an unpublished remote access number.
■ Assign barrier codes randomly to users on a need-to-have basis, keeping a log of ALL authorized users and assigning one code to one person.
■
■
■
■
■
■
■
Use random-sequence barrier codes, which are less likely to be easily broken.
Deactivate all unassigned codes promptly.
Ensure that remote access users are aware of their responsibility to keep the telephone number and any barrier codes secure.
When possible, restrict the off-network capability of off-premises callers through use of calling restrictions and Disallowed List capabilities.
When possible, block out-of-hours calling.
Frequently monitor system call detail reports for quicker detection of any unauthorized or abnormal calling patterns.
Limit Remote Call Forwarding to persons on a need-to-have basis.
Description 7 3
The system provides three types of programming:
■ System programming
■
■
Centralized telephone programming
The tables in Appendix C provide complete lists of system operator and extension
features, their programming codes, and the telephones on which the features can be programmed. The tables also show which features can be assigned only through centralized telephone programming.
System Programming 7 3
Initial system programming is performed when the system is planned and installed. The system can be reprogrammed as needs change.
Like centralized telephone programming, you can program the system either from the system programming console or by using SPM software.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Programming
Issue 1
August 1998
Page 537
Brief descriptions of the pertinent programming paths can be found in the “At a
Complete information about system programming can be found in System
Programming .
A chart showing the system programming hierarchy is in Appendix E.
Programming at an MLX-20L Telephone 7 3
The MLX-20L telephone is the only telephone that can be used as a system
programming console (see Figure 39 ). For initial programming of a new system,
the MLX-20L telephone must be connected to the first extension jack on the first
MLX module.
For subsequent programming, the jack assignment can be changed. The system operator jack can be used, or a separate system programming jack can be designated to allow programming of the system without interfering with system operator call handling.
The buttons next to the console’s display are used to do most of the programming.
The top two buttons on each side are labeled and have the same functions in every screen. They are Home, Menu, More, and Inspct. The next five unlabeled buttons on each side are used to select options from a menu displayed on the screen.
The red and green LEDs next to the 20 line and feature buttons assist the system programmer. These buttons are on or off during programming, depending on whether or not they have already been programmed.
Programming the system may also involve using the dialpad, some of the labeled function buttons on the lower portion of the console, or the 20 line and feature buttons in the center of the console. The overlay that “renames” buttons for use
during programming is shown in Figure 40 . The overlay shows both pages of the
numbers of line buttons when the telephone is in centralized telephone programming mode. It also shows the letters to which buttons correspond for programming Directories.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Programming
Handset
Home
Menu
Display Buttons
Display Screen
More
Inspct
00
Call and Fixed-Feature Buttons
Button Labeling Card
Direct
Station Selector
(DSS)
MLX-20L v
Volume
Feature
HFAI
Transfer
Conf v
Mute
Speaker
Drop
Hold
1
GHI
4
PQRS
7
*
ABC
2
JKL
5
TUV
8
OPER
0
DEF
3
MNO
6
WXYZ
9
#
Volume Control
Fixed-Feature Buttons (8)
User Cards and Tray
Message Light
Dialpad
Figure 39.
MLX-20L Telephone and DSS
Issue 1
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Page 538
G 5 / 25
5 25 45 65
10 / 30 H
1O 30 50 70
K 4 / 24
4 24 44 64
9 / 29 L
9 29 49 69
O 3 / 23
3 23 43 63
8 / 28 P
8 28 48 68
S 2 / 22
2 22 42 62
7 / 27 T
7 27 47 67
W 1 / 21
1 21 41 61
6 / 26 X
6 26 46 66
I 15 /
15 35 55 75
M 14 / 34
14 34 54 74
Q 13 / 33
13 33 53 73
U 12 / 32
12 32 52 72
20 / J
20 40 60 80
19 / N
19 39 59 79
18
17
/
/
Y 11 / 31
11 31 51 71
16 / Z
16 36 56 76
Top Sys Prog
Switchhook
Stop/Drop Entry
Pause
Figure 40.
System Programming Console Overlay
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Programming
Issue 1
August 1998
Page 539
Direct Station Selector 7 3
One or two DSSs can be used with the MLX-20L telephone. Each DSS adds 50 buttons to the system programming console. For more information about the DSS,
see “Direct Station Selector” on page 217
.
The LEDs on the DSS indicate the status of telephone features during system programming, such as calling restrictions. Each LED on the DSS represents an extension connected to the system. When certain features are selected from the
System Programming menu, the LEDs on the DSS indicate the status of the feature for each extension. For example, if 5HVWULFWLRQ is selected from the
Extension menu, the red LED is on for each extension that is toll-restricted.
Programming with SPM on a PC 7 3
The advantages of programming the system with a PC are the availability of surrogate mode and, in releases prior to Release 3.0 (where programming can be backed up on a PCMCIA memory card), the security that comes from knowing that programming can be backed up on a floppy or hard disk. This makes recovery of system programming fast and efficient in the event of an inadvertent system shutdown or loss of power.
To program with a PC, SPM software is needed, along with DOS or UNIX operating system software; the latter is necessary only if you are using Integrated
Solution II/III. Release 4.1 and later systems work with a version of SPM that allows you to program in a DOS window of Windows 95. SPM provides an interface to the programming and maintenance software in the control unit processor module. The SPM software emulates the display screen and buttons of
a system programming console (the MLX-20L telephone). As shown in Figure 41 ,
the SPM display mirrors the following three areas of the console:
■
■
■
Display and display buttons (at the top of the SPM screen)
Function buttons (described on the right side of the screen)
Line buttons (represented in the lower portion of the display)
To use SPM for system programming, you must connect the PC to the control unit.
This can be done either directly through the system programming jack on the control unit or through a modem (modems can be used for either on-site or remote programming). See System Programming for details on SPM use.
NOTE:
Beginning with Release 3.0, SPM is no longer necessary in order to back up system programming. System programming can be backed up on a memory card. For details, see System Programming .
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Programming
Issue 1
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Page 540
Figure 41.
SPM Display
Onsite and Remote Programming 7 3
PC-based SPM programming through a modem is performed either onsite or from a remote location. In both cases, the modem built into the control unit is used.
Dialing j
connects to the control unit modem’s extension jack. Reach the built-in modem for remote programming in any of the following ways:
■
■
■
Call the system on a remote-access line and enter a barrier code (if needed), and then dial the code for the control unit’s built-in modem ( )
Call the system on a regular line and ask the system operator to transfer the call to the control unit’s built-in modem ( )
Call the remote PC with SPM from a telephone on the system, then transfer the call to the control unit’s built-in modem ( )
Remote programming allows technicians to run diagnostic tests and to display information needed to maintain the system. It is also used by Lucent Technologies technical support organizations for installation and maintenance support.
Remote system programming overrides onsite system programming unless an onsite backup or restore procedure is taking place. If onsite system programming is being performed when a remote connection is attempted, the system sends a message to the programmer that a remote connection has been established and the current onsite programming session is terminated.
If remote system programming is to be done over loop-start lines, the lines should be set to reliable disconnect. Otherwise, a line could be seized indefinitely.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Programming
Issue 1
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Page 541
System Programming Screens 7 3
The system programming console display and SPM screen present step-by-step prompts throughout programming. Three different types of screens appear on the console display and SPM screen:
■
■
■
Menu Selection Screens. Allow selection of menu options. After making a selection, either a more detailed menu screen or a data entry screen is shown.
Informational Screens. Show currently programmed information.
Changes cannot be made to these screens.
Data Entry Screens. Allow identification information (such as an extension number or line/trunk number) or values (such as number of seconds or rings) to be entered.
The menu hierarchy—the sequence of menu screens that appears as different options are selected from menus during system programming—is shown in
Appendix E, “System Programming Menu Hierarchy.”
System Programming Reports 7 3
System programming reports are available when 3ULQWRSWV is selected from the
System Programming menu. These reports can be directed to the SMDR printer or a printer connected to the PC used for system programming. In addition,
3ULQW RSWV allows you to direct reports to the PC, so you can use the Browse
option to read reports on the PC screen. See Appendix F, “Sample Reports.”
Centralized Telephone Programming 7 3
Centralized telephone programming allows the system manager to program, from a single location, any feature that can be programmed by individual extension users or system operators. Centralized telephone programming can be done on the programming console (MLX-20L) or on a PC with SPM software.
The following features can be programmed only through centralized telephone programming (not by individual users):
■
■
Barge-In
Headset Hang Up
■
■
All SA buttons (Hybrid/PBX mode) and ICOM buttons (Key and Behind
Switch modes)
Service Observing button
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Programming
Issue 1
August 1998
Page 542
Extension Programming 7 3
Extension Programming allows extension users and system operators to customize their extensions to meet personal needs. Multiline telephone users can assign a wide range of features to buttons on the telephone. Many other settings
(Call Waiting, for example) that do not require button assignment can be programmed on both multiline telephones and single-line telephones.
Users can program their extensions by dialing programming codes or, on MLX display telephones, by selecting features from the display. When an extension user programs his or her extension, the system considers the extension busy; therefore, no incoming calls arrive at the extension until programming is
completed. See Appendix C, “General Feature Use and Telephone
Programming,” for instructions on how to program features on MLX, analog, multiline, and single-line telephones.
NOTE:
When you are programming a feature onto a button that already has a feature assigned to it, make sure before you begin that any light associated with the button is off. In some cases, if the light is on, the feature remains active, even though a new feature has been programmed onto the button.
If this happens, you can turn off the original feature only by programming a new button with that feature and deactivating the feature with that button.
You can then delete the new feature.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Queued Call Console (QCC)
7 3
Issue 1
August 1998
Page 543
At a Glance 7 3
Users Affected
Reports Affected
QCC operators
Operator Information, System information ( 6\V6HWXS )
Mode Hybrid/PBX
System Programming
●
Assign or remove a QCC position:
2SHUDWRU
→
3RVLWLRQV
→
4XHXHG&DOO
→
6WRUH$OO
●
Change operator hold timer for all QCC (and DLC) operators:
2SHUDWRU
→
+ROG7LPHU
●
Assign QCC queue priority to individual lines/trunks:
/LQHV7UXQNV
→
More
→
4&&3ULRU
Assign QCC operator to receive calls on individual
● lines/trunks:
/LQHV7UXQNV
→
More
→
4&&2SHU
Specify treatment for calls on DID trunks to invalid
●
(unassigned) extensions:
/LQHV7UXQNV
→
','
→
,QYDO'VWQ
Specify destination for calls on DID trunks to invalid
● extensions, if sent to backup extension:
2SWLRQV
→
More
→
8QDVVLJQHG
Assign call types to ring in to QCC queue, QCC operator to
● receive calls, and priority level:
2SHUDWRU
→
4XHXHG&DOO
→
&DOO7\SHV
●
Specify frequency for elevate priority (queue reprioritization):
2SHUDWRU
→
4XHXHG&DOO
→
(OYDWH3ULRU
Specify whether calls on hold return to QCC queue after
● operator hold timer has expired twice:
2SHUDWRU
→
4XHXHG&DOO
→
+ROG5WUQ
Select automatic Hold or automatic Release for all QCC
● operators:
2SHUDWRU
→
4XHXHG&DOO
→
+ROG5HOHDVH
●
Enable or disable calls-in-queue alert:
2SHUDWRU
→
4XHXHG&DOO
→
,Q4XH$OHUW
●
Specify threshold for queue-over-threshold alert:
2SHUDWRU
→
4XHXHG&DOO
→
7KUHVKROG
Select automatic or manual extended call completion for all
●
QCC operators:
2SHUDWRU
→
4XHXHG&DOO
→
([WQG&RPSOW
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
At a Glance - Continued
System Programming
continued
Issue 1
August 1998
Page 544
●
Designate calling group as QCC position-busy backup:
2SHUDWRU
→
4XHXHG&DOO
→
More
→
4&&%DFNXS
●
Specify return ring interval for extended calls:
2SHUDWRU
→
4XHXHG&DOO
→
5HWXUQ5LQJ
●
Assign QCC positions for message center operation:
2SHUDWRU
→
4XHXHG&DOO
→
0VJ&HQWHU
Enable or disable Voice Announce capability for QCCs
●
(Release 4.0 and later):
2SHUDWRU
→
4XHXHG&DOO
→
More
→
9RLFH$QQF
●
Change Overflow Coverage Number:
([WHQVLRQV
→
More
→
*US&DOOLQJ
→
2YHUIORZ
●
Change LDN extension:
6\V5HQXPEHU
→
6LQJOH
→
More → /LVW'LUHFW1R
008 MLX or 408 GS/LS-MLX module Hardware
Maximums
QCC Positions
QCCs for each Module
Position-Busy Backups
Factory Settings
Operator Hold Timer
QCC Queue Priority for
Trunks/Call Types
Treatment of Calls to
Invalid Extensions
Destination for Calls to
Invalid Extensions
Call Types
Dial 0
Unassigned DID
Listed Directory Number
Returning Calls
Group Coverage
Elevate Priority
QCC Hold Return
QCC Hold Release
Calls-in-Queue Alert
Queue Over Threshold
Extended Call Completion
Position Busy Backup
QCC Voice Announce
Return Ring Interval
Message center position
Listed Directory Number
4 (8 operators total, including DLCs)
2
1
60 sec (range 10–255 sec)
4 (range 1–7)
Backup Extension
QCC Queue
Primary system operator
Primary system operator
Primary system operator
Originating operator position (Initiator)
None
0 (no reprioritization) (range 5–30 sec, 0)
Remain on Hold
Automatic Release
Disabled
0 (no alert) (range 1–99 calls, 0)
Automatic
None
Disabled
4 rings (range 1–15 rings)
None
800
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Issue 1
August 1998
Page 545
Description 7 3
The QCC is an answering position available only in Hybrid/PBX mode. The QCC is an MLX-20L telephone used by operators to do the following:
■ Answer outside calls that are directed either to the QCC queue or to a specific QCC operator
■
■
Answer inside calls either to the operator or to a specific QCC operator’s extension
Direct ( extend ) inside and outside calls either to an extension or to an outside telephone number
■
■
■
■
Serve as a message center
Make outside calls, for example, for users with extensions restricted from making outside calls
Set up conference calls
Monitor system operation
The system can have up to four QCCs. Two QCCs can be designated for each
008 MLX or 408 GS/LS-MLX module, with QCCs assigned only to the first and fifth extension jacks on each module. The first QCC must be assigned to the first extension jack in the system—that is, to Port 1 of the MLX module installed in the lowest-numbered slot.
The first jack on the first MLX module is factory-set as the primary system operator position.
This cannot be changed. The primary system operator is designated to receive Dial 0, Unassigned DID, and LDN calls. If a system has both DLC and QCC operator positions, the factory-set primary operator position must be a QCC.
QCC Operation 7 3
Call Delivery 7 3
Outside calls designated through system programming to ring at a QCC are sent by the system to a single common QCC queue , where they wait to be sent to a
QCC operator console. When a QCC operator is available to receive a call, the system removes the call from the queue and sends it to an idle Call button on the
QCC. Call buttons are used on QCCs to answer incoming calls and to make inside and outside calls.
Calls are delivered to a QCC operator in first-in first-out order, according to the queue priority level assigned to each type of call. If more than one QCC operator is available, the operator who has been idle the longest receives the call.
Both inside and outside calls ring on Call buttons on the QCC. Unlike the
Direct-Line Console (DLC), on which multiple incoming calls can ring simultaneously, the QCC receives one call at a time, regardless of the number of
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Issue 1
August 1998
Page 546 calls in the QCC queue. When a call rings on a Call button, call origin information is shown on the display.
In Release 4.0 and later releases, when Voice Announce for QCCs is enabled, the fifth Call button can be used to announce a call on another user’s speakerphone
(providing there is an available SA button capable of receiving pages at the receiving telephone). If Voice Announce is disabled (factory setting), then the fifth
Call button functions just as any other Call button does. Inspecting this button displays &DOO9RLFH if Voice Announce for QCCs is enabled and &DOO5LQJ if
Voice Announce for QCCs is not enabled.
Operator Availability
A QCC operator is available to receive a call from the queue when there are no active calls (including ringing calls) at the console except calls on hold. A QCC operator is unavailable to receive a call from the queue under the following conditions:
7 3
■
■
■
■
■
■
■
■
■
A call is ringing at the console.
The operator is on a call.
The operator has a call in the split condition (see below).
The operator is setting up a conference.
All Call buttons are busy.
The console is being used for system programming.
The console is in maintenance mode.
The operator is programming a Personal Directory listing or the Alarm
Clock.
The console is not plugged in.
Extending Calls
To direct an active call to another extension or to an outside number by using a
QCC, press either the Start button or a DSS button. The Start button splits the call, or divides it into two separate halves, each connected to the QCC.
7 3
The active call, or source , automatically goes on hold at the Source button, and the green LED next to the Source button flashes. An outside caller hears either
Music On Hold, if programmed, or nothing. An inside caller hears nothing.
A QCC operator hears a dial tone on the same Call button where the call had been active. The operator can use the dialpad, a Directory feature, or a DSS button to dial either another extension, an outside number, or a non-local extension (Release 6.1 and later systems). This second half of the call is the destination .
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Issue 1
August 1998
Page 547
The QCC display shows that the call is split. Once the destination has answered, the operator can press the appropriate button (Source or Destination) to speak with the party on either half of the split call. The operator can go back and forth between the source and destination as many times as necessary. An operator connects the two halves of the split call by pressing one of the following buttons:
■ Join connects all three parties—source, destination, and operator—in a three-way conference on the original Call button.
■ Release connects the source and destination and removes the call from the QCC. The operator is now available to receive another call from the queue. Only one split call can be active at any given time on a QCC.
A DSS button does one of two things, depending on how extended call completion is programmed for the system:
■
■
With manual completion , the call is split automatically. When an operator presses a DSS button, the active call (the source) goes on hold at the
Source button and the extension represented by the DSS button (the destination) is dialed. Once the destination user answers, the operator can either press the Source or Destination button to talk to one party at a time, automatically putting the other on hold, or press the Release or Join button to connect the parties to each other.
With automatic completion , the extension is dialed automatically and the call is released from the console. The effect is the same as if the operator had split the call, dialed an extension, and then pressed Release to join the source and destination and remove the call from the console.
NOTE:
When the system is programmed for automatic completion, an operator can still split and complete the call manually by first pressing the Start button, then using the dialpad or a Directory feature to dial the destination, and pressing the Release or Join button. In this situation, the operator cannot use a DSS button to dial because automatic completion would take over and release the console.
QCC Features 7 3
The MLX-20L telephone is the only telephone that can be assigned as a QCC. A
QCC operator cannot use feature codes to activate features. Only the features that can be selected from the display or assigned permanently as buttons on the console can be used. To simplify call handling, the Home screen includes features used often by a QCC operator. The features available on the Home screen
depend on the status of the call in progress, as shown in Table 38 .
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Table 38. Features Available at Call Progress Stages
Call Progress
Inactive or inside dial tone
Reached busy extension
Ringing at, or connected to, extension
Connected to an outside line
Feature Displayed
Group Pickup
Pickup
Loudspeaker Page
Account Code Entry
Follow Me
Cancel Follow Me
Barge-In
Leave Message
Camp-On
Barge-In
Leave Message
Camp-On
Camp-On
Account Code
Follow Me
Cancel Follow Me
Display Appearance
3LFNXS*US
3LFNXS
/RXGVSNU3J
$FFRXQW&RGH
)ROORZ 0H
&DQFO)ROORZ
%DUJH,Q
/HDYH0VJ
&DPS2Q
%DUJH,Q
/HDYH0VJ
&DPS2Q
&DPS2Q
$FFRXQW&RGH
)ROORZ 0H
&DQFO)ROORZ
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The 7-line, 24-character display also provides a QCC operator with descriptive information about incoming and outgoing calls. This information includes the extension numbers and any programmed labels (such as names), the line/trunk identifiers, the reasons for call return and redirection, and the number of
unanswered calls waiting in the queue. See “Display” on page 247
for details on call information displays.
The QCC is automatically assigned the buttons shown in Figure 42 on page 549
.
These assignments cannot be changed or reprogrammed. Each of these buttons
is described following Figure 42 .
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Issue 1
August 1998
Page 549
Letters H through Z
G
Call 5
K
Call 4
O
Call 3
S
Call 2
W
Call 1
Fixed Feature Buttons
H
Position
Busy
Send/Remove
Message
L
Handset/
Headset
Mute
P
T
Source
X
Start
I
Alarm
M
Night
Service
Q
Headset
Status
U
Destination
Y
Release
Forced
Release
J
N
Pool
Status
Headset
Auto Ans
R
V
Join
Z
Cancel
Call Buttons
Figure 42.
QCC Button Assignments
Table 39. QCC Buttons
Button Description
Call Five making inside and outside calls. Call buttons are set for
Immediate Ring. The fifth Call button on a QCC can be programmed to send Voice Announce calls to other extensions if
Voice Announce for QCCs is turned on. The receiver must be able to handle Voice Announce calls; otherwise the call rings at the receiving extension.
Start Initiates call direction by putting a caller on hold at the Source button and providing inside dial tone to the QCC operator.
Source Reconnects the QCC operator to the source and puts the destination on hold while the call is split.
Destination Reconnects the QCC operator to the destination and puts the source on hold while the call is split.
Release
Cancel
Releases the QCC operator from a call and/or completes call direction, making the operator available for another call.
Cancels call direction and reconnects the QCC operator with the caller (source). If the QCC operator is already connected to the source (destination is on hold), pressing this button has no effect.
Join
Handset/
Headset
Mute
Connects all three parties—source, destination, and QCC operator—in a three-way conference on one Call button.
Turns the handset or headset microphone off or on. When the microphone is off, the QCC operator can speak with another person without being heard by the caller. The red LED next to the button is on when the headset or handset microphone is off, and off when the headset or handset microphone is on.
Continued on next page
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Queued Call Console (QCC)
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Table 39. QCC Buttons — Continued
Button Description
Headset
Status
Turns console headset operation on and off. When headset operation is on, the green LED next to the button is on; the QCC operator must use a headset or the speakerphone. When headset operation is off, the green LED is off; the QCC operator must use the handset or the speakerphone.
Headset
Auto Ans
Turns the Headset Auto Answer feature on and off when headset operation is activated. The green LED next to the Headset Auto
Answer button is on when the feature is on and off when the feature is off. When the feature is on and a call arrives at the
QCC, the operator is connected to the call automatically. To protect the privacy of any conversation an operator may be having, the operator hears a tone in the headset and the microphone is turned off briefly before the call is connected.
Send/
Remove
Message
Position
Busy
The feature can be turned on during a call without disconnecting the caller and is effective immediately.
Turns the Message LED on a telephone on or off. For telephones without a display, this button is the only way the message LED can be turned on, unless the telephone is programmed as a message-waiting receiver for a fax machine or calling group or the system has a voice messaging system connected.
Temporarily takes the QCC out of service. When the console is in the position-busy state, the green LED next to the button is on and the position does not receive calls from the QCC queue.
However, the position does receive calls to the QCC operator’s extension and Forward and Follow Me calls directed to that extension.
Night
Service
When a QCC operator puts the console in the position-busy state, incoming calls and any calls already in the queue are directed to other available QCCs (whether or not they normally receive such calls). When all QCC operators are in the position-busy state, calls are directed to a calling group assigned as the position-busy backup.
A QCC operator can still make calls when the console is in the position-busy state.
Turns Night Service on and off.
Continued on next page
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Features
Queued Call Console (QCC)
Issue 1
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Table 39. QCC Buttons — Continued
Button Description
Alarm Provides visible indication of a system alarm. When there is a system alarm, the red LED next to the button is on and the QCC operator can use Inspect to determine the number of alarms present.
Pool Status Provides a QCC operator with information about the status of all pools. The QCC operator presses the Inspct button, then the
Pool Status button, and the busy or available status of pools is displayed. The information includes the number of trunks and the number of busy lines/trunks in each pool.
Each QCC can have one or two DSSs attached. A QCC operator can use the buttons during call handling, for example, to direct a call, make an inside call, park
a call, or see the availability of an extension. See “Direct Station Selector” on page
217 for detailed information about the use of the DSS.
QCC Options 9 3
The options described in this section are assigned through system programming and are available only for QCCs.
Trunk Routing
The factory setting does not assign lines/trunks to specific QCCs. Calls received on each line/trunk can be programmed to ring on one or more individual QCCs.
9 3
When a QCC receiving calls is in the position-busy state, any incoming calls
(except for forwarded calls and calls directed to that console’s extension) are directed to other available QCCs that are programmed to receive calls on the line/trunk. If no QCC position is programmed to receive the call, the call is directed to any available QCC whether or not it normally receives such calls. When all
QCC operators are in the position-busy state, calls received on lines (including calls currently waiting in the queue) are sent to the programmed backup calling group.
In addition to specifying the lines that ring on each QCC, you can specify a priority
for each line/trunk. See “QCC Queue Priority” on page 553
.
Personal line and Pool buttons cannot be assigned to a QCC.
DID trunks, dial-in tie trunks, tandem trunks (Release 6.0 or later systems only), or dedicated remote access lines/trunks cannot be programmed to ring into the QCC queue, although calls on these lines/trunks can be assigned to ring at a QCC operator’s extension, as described later in this section.
Lines/trunks assigned to ring into the QCC queue also can be assigned as personal lines on one or more telephones.
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Call Types 9 3
The Call Types option specifies other types of calls that ring into the QCC queue.
The following types of calls may be directed to a specific QCC position with a specified queue priority level:
■
■
■
Dial 0 calls (calls to the QCC operator)
Calls to unassigned (invalid) extensions, either received on DID or dial-in tie trunks or dialed by remote access users
Calls to unassigned extensions can be programmed either to receive a fast busy signal or to be directed to a backup position. The backup position can be any individual extension (including one that is not an operator position), the QCC queue, or a calling group.
NOTE:
Assigning a QCC operator to receive the calls does not cause the calls to ring into the queue. The calls must be programmed to go to a backup position, and the QCC queue must be programmed as the backup position.
■
■
■
Calls to the LDN (the extension for the QCC queue)
Returning calls (unanswered directed, camped-on, held, and QCC operator-parked calls)
Group Coverage calls (the QCC can be designated to receive Group
Coverage calls)
The following types of calls are assigned only a queue priority level. They cannot be directed to an individual QCC because they are always made to a specific operator position by the caller:
■
■
■
Calls signed in (Follow Me) or forwarded to a QCC operator
Calls to a QCC operator extension (for example, calls received from an inside or remote access user)
Calls received on DID or dial-in trunks programmed to reach a QCC operator’s extension rather than the QCC queue
The factory setting directs the following call types to the primary QCC operator position:
■
■
■
Dial 0 calls
Calls to the LDN
Calls to invalid destinations (unassigned extensions, for example)
Group Coverage calls are not programmed to ring at any specific QCC.
For returning calls, the factory setting returns calls to the originating operator position (the initiator).
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Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Issue 1
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Page 553
The factory settings can be changed so that each type of call is either directed to a different and/or additional QCC or is not directed to any of the QCC operator positions. In addition, if the QCC queue is assigned to be a Group Coverage receiver, and if no QCC operator is assigned to receive calls for the coverage group, the coverage calls go to the primary QCC operator position.
If the caller dials or the LDN, the caller hears a fast busy tone if the call is:
■ On a DID trunk
■
■
■
On a tandem trunk (Release 6.0 or later systems only)
On a dial-in tie trunk
Dialed by a remote access user and not programmed to ring at a QCC extension
On other types of lines, the caller hears an error tone.
If returning calls are not directed to a QCC operator position, the caller hears normal ringback, Music On Hold, or silence, and is not made aware by any special audible feedback that the call is not returning to the queue for further handling.
Programming an operator to receive DID calls to invalid destinations (unassigned extension numbers) does not cause the calls to ring into the QCC queue, unless the QCC queue is also programmed as the backup extension.
QCC Queue Priority 9 3
The QCC queue priority determines the priority of calls programmed to ring into the QCC queue. A priority value from 1 up to 7 is assigned; this value determines the order in which calls are sent to QCCs. A value of 1 is the highest priority and 7 is the lowest. The factory-set priority level is 4 for all call types and lines/trunks.
The values can be changed for each line/trunk and each call type, according to the order in which calls should be answered. Call types are as follows:
■
■
Dial 0
Forward/Follow Me
■
■
■
■
■
Unassigned DID
LDN
Returning
Group Coverage
QCC extension
For example, if important customer calls are received on particular lines/trunks, a priority value of 1 should be programmed so that the calls are answered before any others. Values of 2 through 7 should be assigned to lines or call types used for less important calls. Careful planning of QCC queue priority assures prompt answering of all important business calls.
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Feature Reference 555-661-110
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Queued Call Console (QCC)
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Elevate Priority
During high-volume calling periods, only high-priority calls may be delivered to a
QCC within a reasonable amount of time. Low-priority calls can remain unanswered if there is a constant flow of higher-priority calls.
9 3
Elevate Priority helps avoid this problem by allowing the system to raise the priority of a call that has been waiting too long in the QCC queue. The setting determines the length of time (5–30 seconds) before calls waiting in the QCC queue are automatically reprioritized to a higher level. The factory setting is 0, which means that calls are not reprioritized.
When the QCC queue is reprioritized, the priority of every call in the queue is increased to the next higher level. For example, a call that is currently at a priority level of 4 is changed to the next higher priority level of 3 when the timer expires.
However, the priority of a call is never elevated to 1 because calls assigned to that level must reach a QCC operator as quickly as possible.
Extended Call Completion
The setting for the Extended Call Completion option determines whether or not the process of directing calls (also known as extending calls) is completed automatically when a QCC operator with a DSS presses a DSS button. The following are the available settings for extended call completion:
9 3
■
■
Automatic (factory setting). A QCC operator can answer a call and direct it by pressing the DSS button. The operator does not need to press either the
Start button to begin directing the call or the Release button to complete the process. If a QCC operator chooses, he or she can press the Start button before pressing the DSS button. However, call directing is automatically completed when the QCC operator presses a DSS button.
With the Automatic option set for extended call completion, a QCC operator can announce transferred calls only by pressing the Start button and then manually dialing the destination extension number.
Manual. A QCC operator can initiate the call direction and dial the extension by pressing a DSS button while on a call. However, the QCC operator then must complete call direction manually by either pressing the
Release button or hanging up. The QCC operator does not need to press the Start button to begin the direction process. This allows the QCC operator to speak to the destination and/or announce the call before connecting the caller.
When automatic release is programmed and a QCC operator tries to direct a call to an invalid extension (such as a paging group), the display shows 'HQLHG
&DQQRW5HOHDVH .
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Features
Queued Call Console (QCC)
Issue 1
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NOTES:
1.
This message also appears immediately if a QCC operator presses the
DSS button for ARS or a pool dial-out code. The QCC operator can, however, dial the outside telephone number and release the call manually, even though 'HQLHG&DQQRW5HOHDVH is shown on the display.
2.
A QCC operator cannot use Camp-On when automatic release is programmed and she or he presses a DSS button for call direction.
Message Center Operation 9 3
The Message Center Operation setting is useful for sending certain types of calls to a specific QCC. Message Center operation designates one or more QCC positions to function as message centers to receive the following calls:
■
■
■
QCC operator returning calls (returning transferred, parked, held, and camped-on calls)
Group Coverage calls
Calls to unassigned (invalid) extensions received on DID or dial-in tie trunks or made by remote access users
The factory setting is that no message center position is assigned and that returning calls are returned to the originating operator position (the initiator), which, by definition, is a QCC queue when the system has QCCs. Group
Coverage calls are not programmed to ring at any specific QCC operator position.
When a message center is programmed, these calls are directed to the message center position. The QCC queue can be programmed so that other QCC operator positions can receive Group Coverage calls, calls to unassigned extensions, and returning calls. If the factory setting remains unchanged—so that returning calls are sent to the originating operator position—then message center operation sends those calls to the programmed message center instead. If, however, this factory setting is changed—so that calls are sent to the QCC queue—returning calls are sent to either the QCC queue or the programmed message center.
A QCC operator position programmed as a message center position also can receive other call types by assigning the position as a QCC operator to receive those call types.
Position Busy Backup 9 3
The Position Busy Backup option designates a calling group to receive calls when all QCCs are in a position-busy state. Only calling groups can be designated as
QCC position-busy backups. If no calling group is assigned to provide position-busy backup, the system does not allow the last QCC operator to use
Position Busy. The Position Busy Backup option is programmed for the QCC queue rather than for individual operator positions. Only one Position Busy
Backup can be programmed.
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Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Issue 1
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Page 556
In Release 6.1 and later systems, a calling group with a non-local member can be used for Position Busy Backup.
Operator Hold Timer 9 3
The Operator Hold Timer option specifies the length of time (10–255 seconds) that must elapse before an operator is reminded (with an abbreviated ring) that a call is on hold. The factory setting for this interval is 60 seconds. The operator hold timer can be set for both DLCs and QCCs. It cannot be programmed for individual operator positions. If another call is received at the same time that the hold timer expires, 10 seconds are added to the programmed operator hold timer interval.
Hold Return 9 3
The Hold Return option determines whether calls put on hold at a QCC remain on hold at a QCC operator’s console indefinitely or are returned to the QCC queue after the hold timer has expired twice. The factory setting is that calls remain on hold.
When the QCC Hold Return option is set for calls to remain on hold indefinitely, a
QCC operator hears an abbreviated ring every time the interval expires. If the
QCC Hold Return option is set for calls to return to the queue, each call on hold at a QCC operator console is timed individually (a queue return timer is used for each Call button).
Automatic Hold or Release 9 3
The Automatic Hold or Automatic Release setting determines whether a call in progress on a Call button is automatically put on hold (automatic hold) or released
(automatic release) when a QCC operator presses another Call button. The factory setting is Automatic Release.
Return Ring Interval 9 3
The Return Ring Interval setting determines the number of rings (1–15) before an unanswered directed call returns to the QCC queue or returns to a QCC message center position. The factory setting is four rings.
QCC Voice Announce 9 3
If QCC Voice Announce is enabled, the fifth Call button can be used to announce a call on another user’s speakerphone. If Voice Announce is disabled (factory setting), then the fifth Call button functions the same as any other Call button.
This setting applies to all QCCs in the system. Inspecting this button displays
&DOO9RLFH if Voice Announce for QCCs is enabled and &DOO5LQJ if Voice
Announce for QCCs is not enabled.
QCCs cannot receive Voice Announce calls. Any call to a QCC from a Voice
Announce SA button is received at the QCC as a ringing call.
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Features
Queued Call Console (QCC)
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Calls-in-Queue Alert
When the Calls-in-Queue Alert option is enabled for an individual QCC operator, the operator hears a single tone every time a new call enters the queue. By monitoring the calls-in-queue alert, the QCC operator can determine whether heavy call volumes warrant the need for additional answering positions. The factory setting for the Calls-in-Queue Alert option is disabled for each QCC operator.
9 3
Queue Over Threshold 9 3
The Queue Over Threshold setting is the maximum number of calls allowed in the
QCC queue before all QCC operators are warned that too many unanswered calls are waiting in the queue. The factory setting is 0 (operators are not notified). The threshold can be changed to a number in the range of 1–99 calls.
In normal call handling, Line 3 of each QCC operator’s display shows the number of calls currently in the queue for that QCC position and the total number of calls in the queue for all QCC operators. The information is updated each time a call enters or leaves the queue. When the number of calls is equal to or greater than the programmed threshold, the queue indicator is highlighted and QCC operators who are on a call hear a tone.
NOTE:
When there are more than 99 calls in the queue, the display shows until the number of calls drops below 99.
If two QCC operators are on the same call, only one QCC operator hears the queue-over-threshold tone when the number of calls in the QCC queue is equal to or greater than the programmed threshold.
Considerations and Constraints 9 3
A system operating in Hybrid/PBX mode can include both QCCs and DLCs (see
“Direct-Line Console” on page 208
). The system can have a total of eight system operators, which can include no more than four QCCs.
When a system includes QCCs, the first MLX module used to connect QCCs must be installed in the control unit to the left of any other type of module with extension jacks. A QCC can be connected on only the first and fifth extension jack of each
MLX module.
Assigning a QCC operator to receive calls to unassigned extension numbers arriving on DID or dial-in tie trunks or from remote access users does not cause these calls to ring into the queue unless the calls are programmed to go to a backup position. The QCC queue must be programmed as the backup position for these calls.
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Lines/trunks cannot be programmed to ring into both the QCC queue and a calling group.
Lines/trunks assigned to ring into the QCC queue also can be assigned as personal lines on one or more telephones.
When a QCC operator wants to make an outgoing call, he or she should press the
Position Busy button before pressing the Hold button for an existing call. This makes the console temporarily unavailable for calls from the queue (the operator can receive only calls forwarded or made to the operator’s individual extension number). If the operator presses only the Hold button, the position is still available for calls and a call can be delivered from the queue. Receipt of a call at this time can either prevent the operator from making the outgoing call or cause the call ringing on the console to remain unanswered until the operator finishes the outgoing call.
Voice announcements do not come over QCC speakerphones.
QCCs have no programmable buttons (all features are factory-assigned) and cannot use feature codes.
If a QCC operator receives a call and another user joins the call by using a shared personal line or Shared SA button, the QCC operator can press the Start button to begin the direction process and then press the Join button to connect all three parties in a conference call. However, the operator cannot release the call; the
QCC operator sees the 'HQLHG&DQQRW5HOHDVH message on the screen.
When a QCC operator is assigned to receive calls on a tie trunk (excluding dial-in tie trunks), and the caller at the other system uses the trunk and dials , the call is treated as an unassigned DID call. The QCC operator who receives the call sees
',' as the call type (along with the line/trunk label and line/trunk number) on the display, instead of seeing 'LDO as the call type.
In Release 3.1 and later systems, if an extension is changed from a Direct-Line
Console to a QCC, pool dial-out codes are disallowed on the QCC. You must use system programming if you want to allow access to dial-out codes on the QCC.
Mode Differences 9
QCCs are available only in Hybrid/PBX mode.
3
Telephone Differences 9 3
Direct-Line Consoles 9 3
Both DLCs and QCCs can be assigned in Hybrid/PBX mode. The maximum combined number of operator positions is eight. No more than four can be QCCs.
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In a system with both DLC and QCC positions, the primary QCC operator position must be a QCC.
All dial 0 calls are directed to the QCC queue; they do not ring at any DLC positions.
Feature Interactions 9 3
Account Code Entry A QCC operator can use Account Code Entry only by selecting the feature from the display, not by using the feature code. Normally, account codes cannot be entered when a Group Coverage call is answered at a
Cover button programmed on a multiline telephone. However, when the
QCC queue is programmed as the receiver for a coverage group, the
QCC operator can enter account codes and the account code appears on the Station Message Detail Recording (SMDR) printout. This is because
Cover buttons are not required when the QCC queue is programmed as a receiver for a coverage group.
Auto Answer All and Auto Answer
Intercom
Auto Dial
Forced Account Code Entry can be assigned to a QCC.
Allowed/
Disallowed Lists
Alarm
Allowed and Disallowed Lists can be assigned to a QCC.
An Alarm button is assigned as a fixed feature on QCCs.
Authorization Codes QCCs cannot have authorization codes, and the Authorization Code feature cannot be used from a QCC.
Auto Answer All and Auto Answer Intercom cannot be assigned to a
QCC.
Automatic Line
Selection
Barge-In
Auto Dial buttons cannot be programmed on a QCC. For one-touch dialing of extensions, a QCC operator can use the buttons on a DSS or select from the Extension Directory. In addition, a QCC operator can use the System Directory and Personal Directory for one-touch dialing of outside numbers.
Automatic Line Selection on a QCC is a fixed sequence that starts at the lowest Call button and moves upward. The sequence cannot be changed.
Barge-In allows a QCC operator to contact a person who is busy on a call or using Do Not Disturb. On a QCC, the operator must press the Feature button and select
%DUJH,Q
from the display. Privacy overrides Barge-In.
Barge-In can be used to join only an inside call to a QCC. The caller’s extension number must be dialed instead of the QCC operator’s extension number. If a user tries Barge-In after dialing a QCC operator’s extension (while waiting in the QCC queue), the feature has no effect and the user hears an error tone. If the error tone times out while the call is still in the QCC queue, the call is disconnected. If the QCC operator becomes available before the error tone times out, the error tone is removed and the call is delivered to the QCC operator normally.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Issue 1
August 1998
Page 560
Callback Calls to QCCs are not eligible for Callback because the calls ring into the
QCC queue. Callback cannot be used on a QCC.
Calling Restrictions Calling restrictions can be assigned to QCCs.
Camp-On A QCC operator can release a call to a busy extension either by selecting
&DPS 2Q from the display or by pressing the Release button. If Camp-On is used, the call does not return to the QCC queue until the Camp-On return interval expires. If the operator presses the Release button, the extension being called receives the call-waiting tone and the call returns to the QCC queue when the transfer return interval expires.
Conference
To use Camp-On when the system is programmed for automatic extended call completion, an operator presses the Start button, dials the extension manually, then selects &DPS2Q from the display. If the operator presses a DSS button, the transfer is completed automatically and
Camp-On cannot be used.
When a QCC operator arranges a conference call on a QCC, all conference participants (maximum of 5) are connected on one Call button. This allows the QCC operator to put the conference on hold and have other Call buttons available to make or receive calls. However, because all participants are on one Call button, the operator can drop only the last person added to the conference by first pressing the Drop button and then the Call button for the conference.
When a QCC operator arranges a three-party conference (the operator and two other participants) and then presses the Release button or hangs up, the QCC operator is released from the call and the other two participants remain connected. If the QCC operator arranges a four- or five-party conference, the Release button has no effect. If the QCC operator hangs up or presses the Hold button, the QCC operator is released and the remaining conference participants remain connected.
The Forced Release button disconnects all parties from the call.
Coverage An individual QCC operator cannot be a sender or receiver for Individual or Group Coverage. However, the QCC queue can be a receiver for up to
30 coverage groups when one or more QCC operators are assigned to receive the calls. The QCC queue can be assigned as a receiver in addition to multiline telephones programmed with Group Cover buttons; the QCC queue is not counted in the 8-receiver maximum for each group.
The QCC queue priority and the individual QCC operator to receive
Group Coverage calls are set independently for each group.
If Group Cover buttons are programmed for a coverage group in addition to the QCC queue and if all QCC operators are in the position-busy state, a Group Coverage call does not go to the backup calling group.
When the QCC queue is programmed as a receiver for a coverage group and a personal line on a coverage group member’s extension is also programmed to ring into the QCC queue, calls received on that personal line are not sent to the queue as coverage calls. However, calls received on the personal line can be sent to multiline telephone group coverage receivers.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Coverage continued
CTI Link
Direct Voice Mail
Directories
Direct Station
Selector
Display
Do Not Disturb
Extension Status
Forward and
Follow Me
Issue 1
August 1998
Page 561
When the QCC queue is programmed as a receiver for a coverage group and a call transferred to a group member is not answered, the call returns to the queue as a transfer return if the QCC return ring interval is shorter than the coverage delay. If the QCC return ring interval is longer than the coverage delay, the call returns to the QCC queue as a Group Coverage call.
In a system that includes a CTI link, a call to a QCC does not initiate screen pop at the operator position, which cannot use a CTI application. It can initiate screen pop at a screen-pop-capable extension either when an operator transfers or conferences a call immediately, or while the operator talks to the system user before transferring or conferencing a call.
The Direct Voice Mail button is factory-assigned on DSSs connected to
QCCs.
QCC operators use Directory features to dial extensions or telephone numbers with the touch of a button. The Extension Directory allows an operator to locate and dial system extension numbers. The System
Directory and Personal Directory can be used to locate and dial outside numbers. Directory features can be used for directing calls. However, if a
QCC operator releases the call immediately after pressing the button for the listing, the caller hears the dial tone plus the touch tones for the dialed digits. If the operator waits until after dialing begins, the caller does not hear the dial tone and touch tones.
In Release 6.1 and later systems, DSS buttons can be used to dial nonlocal extensions or to transfer calls. However, no busy indications appear on the DSS for non-local extensions.
Features not assigned to buttons on the QCC can be activated only by selecting them from the display. A QCC operator also uses the display for call information, such as the person or extension calling, the line/trunk identifiers, the reasons for call return and redirection, and the number of calls waiting in the queue. When a call is in a split condition, a QCC operator sees information about both the source and destination. If the operator presses the Home button under these circumstances, the message is replaced with information about the source only. The operator can restore the information by pressing the Source and Destination buttons, or by pressing the Inspct button followed by the Source or
Destination button.
Do Not Disturb cannot be used on a QCC. Instead, the operator must use
Position Busy.
Extension Status cannot be used on a QCC, and a QCC cannot be a calling group member or a CMS or calling group supervisor.
A QCC operator cannot forward calls to extensions or telephone numbers. Instead, the operator uses Position Busy to send calls to a backup calling group.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Forward and
Follow Me continued
Group Calling
Headset Options
HFAI
Hold
Issue 1
August 1998
Page 562
Calls that are forwarded to an individual QCC operator or Follow Me calls that are signed in to a QCC can be assigned a queue priority level. When the QCC operator uses Position Busy, forwarded calls and Follow Me calls signed in to the QCC position continue to ring at the QCC.
Only a calling group can be programmed to provide Position Busy backup when all QCC operators activate Position Busy. If no calling group is designated to provide backup, the system does not allow the last QCC operator to activate Position Busy. A QCC cannot be a member of a calling group. A calling group can be a backup for calls in the QCC queue when all QCC operators are in the position-busy state. The QCC queue can be designated to provide overflow coverage for calls from one or more calling groups. When an overflow call is sent to the QCC queue, it cannot be distinguished as a call to a calling group.
In Release 6.1 and later systems, a calling group with a non-local member can be used for Position Busy Backup.
In Release 6.0 and later systems (Hybrid/PBX mode only), inside, dial 0, or LDN calls directed to a calling group programmed as the Position Busy
Backup are subject to queue control.
When the QCC queue is providing overflow coverage for a calling group and all QCC operators are in the position-busy state, overflow calls do not receive position-busy backup (are not redirected to a second calling group providing position-busy backup for the QCC queue) and continue to wait in the original calling group queue.
If all QCC operators activate Position Busy while an overflow call is in the
QCC queue, the call is rerouted to the original calling group, not to the calling group providing position-busy backup.
If a QCC operator switches out of Position Busy while a backup call is in the calling group queue or has already been delivered to a calling group member, the call does not go back into the QCC queue.
Headset Auto Answer, Headset/Handset Mute, and Headset Status are assigned as fixed features on buttons on a QCC.
Headset Hang Up cannot be programmed on a QCC.
The function of disconnecting calls served by the Headset Hang Up feature is replaced with Release, Forced Release, Camp-On, and
Automatic Release through DSS buttons on the QCC.
The Hands Free Answer on Intercom (HFAI) button does not work on a
QCC.
Pressing the Hold button to put a caller on hold makes a QCC operator available for incoming calls from the QCC queue.
The DLC operator Automatic Hold feature is not used for QCCs.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Issue 1
August 1998
Page 563
Inspect When a participant joins a conference call by using a shared outside line or a Shared SA button, the QCC display shows the correct number of participants. However, if the QCC operator uses the Inspect feature to verify the number of participants, the displayed number does not include participants joining the conference call on SSA buttons. Pressing any of the buttons programmed with fixed QCC features (for example, a Call or
Source button) while in Inspect mode does not remove the console from
Inspect mode. However, pressing the Feature, Transfer, HFAI, Conf,
Drop, Speaker, or Hold button removes the console from Inspect mode.
Last Number Dial cannot be used on a QCC.
Last Number Dial
Line Request Line Request cannot be used on a QCC.
Messaging A QCC operator can use Leave Message only by selecting the feature from the display. A Send/Remove Message button is programmed as a fixed feature on a QCC.
Microphone Disable The microphone on a QCC is automatically disabled and cannot be enabled.
Multi-Function
Module
An MFM cannot be connected to an MLX-20L telephone assigned as a
QCC. As a result, adjuncts such as answering machines and fax machines cannot be used with the console.
Night Service A Night Service button is assigned as a fixed feature on a QCC.
When multiple Night Service calls are received in the QCC queue at the same time and none of the calls are answered by a Night Service member (all group member ICOM or SA buttons are busy), new calls are sent to the QCC queue and can be answered only by a QCC operator. To avoid this situation, all outside lines assigned to ring in to the QCC queue should be assigned as personal lines on at least one group member’s extension.
In Release 4.1 and later systems, Night Service lines must be assigned to a Night Service group; they need not appear at the operator position for the group. Lines that are assigned to the Night Service operator receive
Night Service operation only if they are assigned to the group.
Paging
In Release 4.0 and prior systems, if more than one QCC operator is assigned to receive calls on an individual line/trunk, Night Service must be turned on at all assigned positions before calls coming in on the line/trunk can ring on extensions programmed as members of the Night
Service group. If Night Service is not turned on at the QCC position programmed to receive the calls, after-hours calls ring at that position and do not receive Night Service treatment.
A QCC cannot make or receive voice-announced inside calls
(speakerphone calls to an extension). A QCC cannot be a member of a speakerphone paging group. A QCC operator can use a loudspeaker paging system only by selecting the feature from the display. He or she can use the Group Paging feature either by selecting a Call button and pressing the DSS button or by dialing the extension for the paging group.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Park
Personal Lines
Pickup
Pools
Privacy
Recall/Timed Flash
Reminder Service
Issue 1
August 1998
Page 564
Eight park dial codes are automatically reserved for parking calls from a
QCC. The factory-set extension numbers are 881 through 888. To assign the park zones to a DSS connected to a QCC, the extension numbers must be in the range programmed for the Page buttons.
A QCC operator with a DSS parks a call either by pressing the DSS button for the park zone or by pressing the Start button and then the DSS button. The call is automatically parked; the operator does not need to press the Release button. A QCC operator without a DSS cannot park calls.
To pick up a parked call, a QCC operator presses the Feature button and selects 3LFN8S from the display, then dials the extension number for the extension or park zone where the call is parked.
Calls parked by QCC operators can be programmed to return to the QCC operator who parked the calls and/or to another QCC operator. Returning parked calls are also assigned a QCC queue priority level; the factory setting is 4. With message center operation, a call parked by a QCC operator can be returned to the message center position.
Personal lines cannot be assigned to a QCC.
A QCC can be a member of a Pickup group. QCC operators can use
Individual Pickup and Group Pickup only by selecting them from the display. ,QGLYLGXDO3LFNXS and *URXS3LFNXS are available from the
Home screen on QCCs.
Pool buttons cannot be assigned to a QCC, but a QCC operator can select pools to make outgoing calls by pressing a Call button and dialing the ARS or pool dial-out code. A QCC operator can be assigned to receive calls on lines/trunks assigned to pools.
A Pool Status button is assigned as a fixed-feature button on a QCC and provides a QCC operator with the status of all pools (maximum of 11), including pools of private-network trunks (Release 6.0 and later systems).
The QCC operator presses the Inspct button followed by the Pool Status button, and the busy or available status of pools is shown on the display.
A QCC operator cannot use Privacy.
A Recall button cannot be programmed on a QCC.
Reminder service cannot be used on a QCC.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
Remote Access
Issue 1
August 1998
Page 565
If a remote caller uses a rotary phone and the system does not require a barrier code, the call, after it times out, is sent to a QCC that is assigned as a backup extension.
One or more QCC operators can be assigned to receive calls on lines/trunks programmed for shared remote access.
In Release 4.1 and later systems, if a remote access line is assigned to one or more Night Service groups, it receives Night Service treatment when any QCC operator whose group includes the line turns Night
Service on.
In Release 4.0 and prior systems, calls received on lines/trunks specified for shared remote access receive remote access treatment only when all
QCC operators who are assigned to receive shared remote access calls turn on Night Service. If Night Service is turned off by one or more QCC operators assigned to receive the calls, calls ring in to the QCC queue normally and do not receive remote access treatment.
Ringing/Idle Line
Preference
Ringing Options
Ringing/Idle Line Preference is turned on and cannot be turned off on a
QCC.
Personalized ringing cannot be programmed on a QCC, nor can Ring
Timing options be adjusted on a QCC. The Call buttons are fixed to
Immediate Ring. A QCC receives only two types of distinctive ringing: one ring for an inside call and two rings for an outside call. A QCC does not receive the three rings that indicate a returning transferred call.
Saved Number Dial Saved Number Dial cannot be used on a QCC.
Service Observing In Release 6.1 and later systems, a QCC cannot be a Service Observer or a member of a Service Observing group. If an extension is on a call with a QCC, the call can be observed at that extension, but not at the
QCC’s extension.
Signal/Notify Notify and Signal buttons cannot be used on a QCC. However, pressing a
DSS button sends a signal to the extension associated with the DSS button in the following instances:
■
A QCC operator is timed out from dial tone on a Call button or has pressed the Forced Release button while listening to dial tone on a
Call button.
Speed Dial
■
A QCC operator, with the call in a split condition, has pressed the
Source button after contacting the destination but has not connected both parties by using the Join button. If the operator presses a DSS button, a manual signal is sent to the destination extension.
Personal Speed Dial and System Speed Dial cannot be used to dial numbers on a QCC. The Directory features are used instead.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Queued Call Console (QCC)
SMDR
System Access/
Intercom Buttons
System
Renumbering
Transfer
UDP Features
Voice Announce to
Busy
Issue 1
August 1998
Page 566
When a QCC operator arranges a three-party conference (the operator and two other participants) and presses the Release button, the operator is released from the call and the other two participants remain connected.
Although this process is similar to directing a call, the QCC operator’s extension remains on the SMDR record.
In Release 4.2 and later systems, if a calling group is programmed as the backup for the QCC queue and all QCC operators are temporarily unavailable, an incoming call is sent to the calling group queue to wait for the next available agent. SMDR records this type of call in the same way it does other incoming calls to Auto Login and Auto Logout calling groups.
SA buttons are not assigned on a QCC. A QCC operator uses Call buttons to make and receive inside and outside calls.
The LDN (the extension number for the QCC queue) can be renumbered.
The factory-set extension is 800.
A QCC operator uses the Start and Release buttons or a DSS button to transfer calls. However, pressing the Transfer button on a QCC is the same as pressing the Start button. A QCC operator cannot make or receive voice-announced transfers. When the operator uses the Start and Release buttons to transfer a call, the return ring interval, rather than the transfer return interval, applies for transfer return timing.
In Release 6.1 and later systems, if a system operator transfers a call to a non-local extension by using a DSS with one-touch Transfer with
Automatic Extended Call Completion, the Caller ID information is sent if
PRI tandem trunks are used.
Voice announcements cannot be received on a QCC. The ability to make
Voice Announce calls can be turned on at a QCC in Release 4.0 and later releases only.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Recall/Timed Flash
Recall/Timed Flash
9 3
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
Recall
Conference
Drop
Transfer
Feature Code
MLX Display Label
System Programming
Factory Setting
Recall Timer
Issue 1
August 1998
Page 567
9 3
Telephone users, DLC operators
Extension Information, System Information ( 6\V6HWXS )
All
All except QCC
(Behind Switch mode only)
(Behind Switch mode only)
(Behind Switch mode only)
5HFDOO>5HFOO@
●
Change timed-flash duration (recall timer):
2SWLRQV
→
More
→
5HFDOO7LPHU
Program fixed Conference, Drop, and Transfer buttons to access host features in Behind Switch mode:
●
2SWLRQV
→
7UDQVIHU
More
→
%HKQG6ZLWFK
→
&RQIHUHQFH'URS
450 ms (options 350 ms, 450 ms, 650 ms, 1 sec)
Description 9 3
Recall sends a momentary signal called a timed flash or switchhook flash while the phone is on the hook. A timed flash is used as a control signal, as follows:
■
■
■
■
On an inside call, the signal is intercepted by the control unit.
— A multiline telephone user can use Recall to disconnect a call and get a new dial tone without hanging up. The user can be on an active call or listening to ringback or dial tone. When the user is listening to a busy signal, Recall has no effect.
— A single-line telephone user can use Recall to put an active call on hold and to access system features such as Conference and Transfer.
On an outside call, when the system is using host switch services such as
Centrex, the signal may be sent to the host, depending on the type of telephone and system operating mode.
A multiline telephone user can use Recall to access host features. The user can be connected to another party or can be listening to outside dial tone, ringback, or a busy signal.
A single-line telephone user can use Recall to access host services only if the system is programmed for Behind Switch mode.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Recall/Timed Flash
Issue 1
August 1998
Page 568
Recall is used by pressing a fixed or programmed Recall button (or Flash button on some single-line telephones) or dialing the Recall feature code. The Recall timer, which specifies the duration of the switchhook flash, is set through system programming. The duration required by the host switch is specified by the local telephone company.
The Recall timer should be reset if multiline telephone users experience either of the following problems:
■ When the user presses the Recall button on an outside call, nothing happens. This indicates that the interval is too short and should be increased to 650 milliseconds or 1 second.
■ In a system operating in Behind Switch mode, when the user presses the
Recall button on an outside call, the call is disconnected. This indicates that the interval is too long and should be decreased to 350 ms.
Release Differences 9 3
Release 1.0 and Release 1.1
9 3
Recall can be used on an outside call only if the call has been made or received on a personal line or Pool button. Recall cannot be used on an outside call made or received on an SA or ICOM button.
Release 2.0 and Later 9 3
In addition to its use on calls made or received on a personal line or Pool button,
Recall can be used on an outside call made or received on an SA (including
Shared SA) or ICOM button. This includes the following kinds of calls:
■
■
Transferred, group, and forwarded calls received on SA or ICOM buttons
ARS calls and calls made using pool dial-out codes (on SA buttons) or Idle
Line Access codes (on ICOM buttons)
When used after dialing is completed on an outside line/trunk, Recall sends a timed flash to the host switch, the line/trunk is kept, the user hears a new outside dial tone, and calling restrictions are reapplied. On an ARS call or a call on a rotary-dial line/trunk, Recall cannot be used until dialing is completed. On a call made using the pool dial-out code, Recall can be used during, as well as after, dialing. Recall can be used only on loop-start lines.
Considerations and Constraints 9 3
Recall can be used to send a timed flash to the host switch only on loop-start lines.
The Recall or Flash button sends a switchhook flash. It is not a “redial” button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Recall/Timed Flash
Mode Differences 9 3
Issue 1
August 1998
Page 569
Hybrid/PBX Mode 9 3
In Release 1.0 and 1.1 systems, Recall cannot be used on any outside call made or received on an SA button. In Release 2.0 and later systems, this restriction is removed.
A Recall signal from a single-line telephone accesses the communications system’s Hold, Conference, and Transfer features.
Key Mode 9 3
In Release 1.0 and 1.1 systems, Recall cannot be used on any outside call made or received on an ICOM button. In Release 2.0 and later systems, this restriction is removed.
A Recall signal from a single-line telephone accesses the communications system’s Hold, Conference, and Transfer features.
Behind Switch Mode 9 3
If Recall is used on a call made or answered on the prime line, the timed flash is sent to the host switch.
The fixed Conf, Drop, and Transfer buttons on MLX or analog multiline telephones must be programmed through system programming to send a timed flash plus the code expected by the host to activate those features on the host.
Once this programming is done, these fixed buttons have no effect when pressed during an inside call.
If use of the communications system’s Conference, Drop, and Transfer features is also desired, they must be programmed on available line buttons on multiline telephones, using either extension programming or centralized telephone programming.
In Release 1.0 and 1.1 systems, Recall cannot be used on any outside call made or received on an ICOM button. In Release 2.0 and later systems, this restriction is removed.
A Recall signal from a single-line telephone is ordinarily sent to the host switch because the factory setting for the Automatic Line Selection (ALS) sequence selects the prime line. However, if the ALS sequence has been changed to select an ICOM button and the user has used the Idle Line Access code to initiate a call, the Recall signal accesses the communications system’s Hold, Conference, and
Transfer features, not those of the host switch.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Recall/Timed Flash
Telephone Differences 9 3
Issue 1
August 1998
Page 570
Queued Call Consoles 9 3
A QCC cannot use Recall. A Recall button cannot be programmed on the QCC, nor can the QCC use the Recall feature code.
Other Multiline Telephones 9 3
Analog multiline BIS telephones have a fixed Recall button that can be pressed to access the Recall feature.
MLX and cordless/wireless telephone users can use Recall by pressing the
Feature button and dialing , but it is recommended that a Recall button be programmed instead.
To activate host system features in Behind Switch mode, the fixed Conf, Drop, and Transfer buttons on an MLX or analog multiline telephone must be programmed, through system programming, to send a timed flash plus the code expected by the host. Once this programming is done, these fixed buttons have no effect when pressed during an inside call.
If use of the communications system’s Conference, Drop, and Transfer features is also desired in Behind Switch mode, they must be programmed on available line buttons on each multiline telephone, using either extension programming or centralized telephone programming.
Single-Line Telephones 9 3
A single-line telephone user without a Recall or Flash button must use the switchhook to send a timed flash. The communications system intercepts the signal; if it is to be sent on to a host switch, the system sends a signal of the duration programmed for the Recall timer.
In Hybrid/PBX or Key mode, a Recall signal from a single-line telephone accesses the communications system’s Hold, Conference, and Transfer features.
In Behind Switch mode, a Recall signal from a single-line telephone is ordinarily sent to the host switch because the factory setting for the ALS sequence selects the prime line. However, if the ALS sequence is changed to select an ICOM button and an Idle Line Access code initiates a call, the Recall signal accesses the communications system’s Hold, Conference, and Transfer features, not those of the host switch.
NOTES:
1.
If a single-line telephone with a timed or positive disconnect is used, pressing the switchhook disconnects the call. With this type of telephone, the Recall or Flash button must be used instead of the switchhook for features that require a switchhook flash.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Recall/Timed Flash
Issue 1
August 1998
Page 571
2.
A single-line telephone user without a Recall or Flash button, or with buttons that activate telephone-only features, must press and release the switchhook to send a timed flash.
3.
A single-line telephone user who has a 2500 YMGL or 8110M telephone with positive disconnect on cannot press the switchhook to activate features. The user must press the Hold button or the Flash button to activate a feature. (The 8100M telephone must have positive disconnect programmed on the telephone as described in its manual.)
Feature Interactions
Allowed/
Disallowed Lists and Calling
Restrictions
Auto Dial
Automatic Route
Selection
Barge-In
Basic Rate Interface
Callback
Call Waiting
9 3
If Recall is used on a personal line or Pool button—or, in Release 2.0 and later systems, on an SA or ICOM button—to access an outside loop-start line, the accessed line is kept, the user hears outside dial tone, and calling restrictions are reapplied.
The Conf button is used to enter the Flash special character, which simulates pressing the Recall button, in a telephone number programmed on an Auto Dial button.
If Recall is used during an inside call made on an Auto Dial button, the call is disconnected and the user hears inside dial tone.
In Release 2.0 and later systems, Recall can be used on an ARS call.
Recall cannot be used during dialing. When dialing is complete, pressing the Recall button sends a timed flash to the host, the accessed line is kept, the user hears outside dial tone, and calling restrictions are reapplied.
In Release 1.0 and 1.1 systems, Recall cannot be used on an ARS call because the call is made on an SA button.
In Release 2.0 and later systems, Recall can be used by either party on a call joined using Barge-In.
In Release 1.0 and 1.1 systems, Recall cannot be used with Barge-In.
Recall is not recognized by the CO on BRI lines. Thus, the CO ignores a press of the Recall button.
If Recall is used while a user is off hook with a queued callback request, the call is disconnected and the user hears dial tone.
If Recall is used while a user is hearing special ringback, the call is disconnected and the user hears inside dial tone.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Recall/Timed Flash
Conference
Coverage
Directories
Display
Forward and
Follow Me
Group Calling
Hold
HotLine
Multi-Function
Module
Last Number Dial
Night Service
Park
Issue 1
August 1998
Page 572
The Conf button is used to enter the Flash special character, which simulates pressing the Recall button in telephone numbers programmed for Directories, Auto Dial buttons, or Speed Dial codes.
In Hybrid/PBX and Key modes, a single-line telephone user with a Recall or Flash button can add a participant to a conference call and connect all participants by using the Recall or Flash button. In addition, the Recall or
Flash button can be used either to drop the most recently added participant or to drop a busy number.
In Behind Switch mode, the fixed Conf button on an MLX or analog multiline telephone must be set through system programming to send a timed flash plus the code expected by the host switch to activate conference on the host. If the communications system’s Conference feature is also desired, it must be assigned to an available line button on each multiline telephone through extension or centralized telephone programming. Recall has no effect on a completed conference call.
Recall has no effect on a call answered on a Primary Cover, Secondary
Cover, or Group Cover button.
In Release 2.0 and later systems, Recall can be used on a Group
Coverage call answered by a member of a calling group. In Release 1.0 and 1.1 systems, Recall cannot be used on a call of this type because it is answered on an SA or ICOM button.
The Conf button is used to enter the Flash special character, which simulates pressing the Recall button in a Directory listing telephone number.
When an MLX telephone user presses a programmed Recall button while on an outside line, the line information is redisplayed just as if the user had gone off hook on the line.
A multiline telephone user on an inside Forward or Follow Me call can use
Recall. In Release 2.0 and later systems, Recall also can be used on an outside call received on a loop-start line.
A user who has received an inside calling group call can use Recall.
A single-line telephone user with a Recall or Flash button can press
Recall or Flash to put a call on hold.
A switchhook flash from a HotLine extension (Release 5.0 and later systems) is not transmitted to the system or central office.
An MFM cannot send a timed flash. As a result, a single-line telephone or other device connected to an MFM cannot use Recall.
Recall can be used on a Last Number Dial call on a personal line, Pool button (loop-start only), an inside call or, in Release 2.0 and later systems, an outside call on a loop-start line using an SA or ICOM button.
A user (except a QCC operator) on an inside Night Service call can use
Recall. In Release 2.0 and later systems, Recall also can be used on outside calls received on loop-start lines.
A single-line telephone user can press a Recall or Flash button for Park.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Recall/Timed Flash
Issue 1
August 1998
Page 573
Personal Lines
Pools
Privacy
Reminder Service Recall can be used to disconnect an answered reminder call.
Saved Number Dial Recall can be used on a Saved Number Dial call on a personal line, Pool button (loop-start only), an inside call, or, in Release 2.0 and later, an outside call made on a loop-start line using an SA or ICOM button.
SMDR
A single-line telephone user with a Recall or Flash button can use the button to turn Privacy on or off during a call.
Each time Recall/Timed Flash is used on a call, a new Station Message
Detail Recording record is generated. For example, if a user is active on a call and uses Recall to initiate a conference call, SMDR timing is stopped for the original call and a new record is begun. If the user then calls a second party and uses Recall again to join the conference parties, a third
SMDR record is generated with an empty CALLED NUMBER field.
Speed Dial
When two users have joined an outside call on a shared personal line
(loop-start only), Recall can be used by either inside party.
If a user presses the Recall button during or after dialing, a timed flash is sent to the host switch, the accessed line is kept, the user hears dial tone, and calling restrictions are reapplied.
System Access/
Intercom Buttons
The Conf button is used to enter the Flash special character, which simulates pressing the Recall button in a Personal Speed Dial or System
Speed Dial telephone number.
Recall can be used on a ringing or answered inside call made on an SA or ICOM button. The call is disconnected and the user hears dial tone.
When the user is listening to a busy signal, Recall has no effect.
Transfer
Either the user with the principal SA button or the user with a Shared SA button who has joined a call can use Recall. In Release 2.0 and later systems, Recall is available on an outside call on a loop-start line when the call is made or received on the SA or Shared SA button.
A single-line telephone user with a Recall or Flash button can use it to transfer a call.
In Release 2.0 and later systems, Recall is available on a transferred outside call on a loop-start line (the transfer arrives on an SA or ICOM button).
In Behind Switch mode, the fixed Transfer button on an MLX or analog multiline telephone must be programmed through system programming to send a timed flash plus the code expected by the host switch to activate transfer on the host. To use the communications system’s Transfer feature as well, the feature must be programmed on an available line button on each multiline telephone, using extension or centralized telephone programming.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Reminder Service
Reminder Service
9 3
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
Set
Cancel
Missed Reminder
Feature Codes
Set (users)
Set (operators)
Cancel (users)
Cancel (operators)
MLX Display Labels
Set
Cancel
Missed Reminder
System Programming
Issue 1
August 1998
Page 574
9 3
Telephone users, DLC operators
Extension Information, System Information ( 6\V6HWXS )
All
All except QCC
(operators only)
+
+
+ time $ or 3 (see note)
Auto Dial or DSS button + time +
Auto Dial or DSS button
$ or 3 (see note)
5HPLQGHU6HW>5PLQG6HW@
5HPLQGHU&DQFHO>5PLQG&DQFO@
5HPLQGHU0LVVHG>5PLQG0LVVG@
Set time of day when all reminders are automatically
● canceled:
2SWLRQV
→
5HPLQGHU6UY
NOTES:
1.
In Release 1.1 and later systems, do not use the $ or 3 on telephones programmed for French or Spanish; on these telephones, time is entered in 24-hour format. In Release 1.0 systems, time must be entered in 12-hour format, using $ or 3 , for telephones programmed in English, French, or Spanish.
2.
Operators cannot enter Reminder extensions from the dialpad.
Instead, they must use Auto Dial buttons or a DSS.
Description 9 3
With Reminder service, users can arrange for the system to make reminder calls at preset times. Users can set and cancel reminder calls for their own telephones.
Direct-Line Console (DLC) operators can set and cancel Reminder service for any telephone in the system (for example, to alert several telephones as a reminder for a meeting or, in a hotel or motel, for wake-up call service). Reminder service is available for all telephone users, but for display telephone users, the display’s
Alarm Clock feature is easier to use and more effective for most purposes. (See
for more information.)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Reminder Service
Issue 1
August 1998
Page 575
When Reminder service is set for a telephone, the system makes a call to the extension at or close to the preset time. (Reminder calls may arrive up to three minutes before or after the set time.) The call rings for 30 seconds or until the telephone is answered. When the call is answered, the reminder is canceled.
If a reminder call is not answered or the telephone is busy, the call is considered a missed reminder. If Reminder service has been set and the call is not answered, the green LED flashes next to the Missed Reminder button on the operator’s console.
An operator with a display console can press the Missed Reminder button to display any missed reminder messages. This message identifies the name and extension of the missed reminder call, along with the set time for the reminder.
The green LED next to the Missed Reminder button lights steadily while missed reminder call messages are being read. After the messages have been read, the operator can use Reminder service to resend a reminder call to an extension. The operator can then clear the missed reminder by pressing the programmed Missed
Reminder and Reminder Cancel buttons.
Through system programming, all outstanding reminders can be canceled by the system at a preset time every day—for example, after business hours when not all users are available to answer reminder calls.
Considerations and Constraints 9 3
The system time must be set in order for people to use Reminder service.
Reminders use system time, which can differ from the time set by a user at an analog multiline display telephone.
Missed Reminder buttons can be programmed only on operator display consoles because the display is needed to show missed reminder information. To activate, the operator’s console must have either a DSS or inside Auto Dial buttons to access extensions. This feature cannot be used by dialing an extension from the dialpad.
The green LED next to the Missed Reminder button lights steadily to indicate that the operator can read missed reminder messages. Reminder Set cannot be used to set a reminder time until the missed reminders are canceled.
Only one reminder at a time can be set for a telephone.
Reminders do not carry over to the next day; they are sent only once and are either received or missed.
Missed reminders can be canceled only by an operator. A missed reminder stays on the system until canceled.
If a time for a reminder is already set, it is shown on display telephones when the
Reminder button is pressed.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Reminder Service
Telephone Differences 9 3
Issue 1
August 1998
Page 576
Direct-Line Consoles 9 3
DLC operators can use Reminder service to set or cancel reminders for other users. An operator with a DLC sets a reminder for another telephone by:
■
■
■
Pressing a programmed Reminder Set button, or pressing the Feature button and dialing
Pressing an Auto Dial or DSS button
Dialing a 4-digit time, to and either for a.m. or for p.m. on telephones programmed for English, or to on telephones programmed for French or Spanish (Release 1.1 and later)
NOTES:
1.
To cancel a reminder for another telephone, an operator presses a programmed Reminder Cancel button, or presses the Feature button and dials . Then the operator uses an Auto Dial or DSS button.
2.
An operator also can see when a reminder was missed and cancel missed reminders. The Missed Reminder button can be programmed on DLC operator consoles only.
3.
In Release 1.0 systems, time must be programmed in 12-hour format.
Queued Call Consoles
Reminder service cannot be used on a QCC.
9 3
Other Multiline Telephones 9 3
Multiline telephone users set reminders for their telephones either by pressing a programmed Reminder Set button, or by pressing the Feature button and dialing
. Then enter the time as follows:
■ In Release 1.1 and later systems:
■
— On telephones programmed for English, enter the time in 12-hour format in the range from 0100 to 1259 and either ( $ ) for a.m. or ( 3 ) for p.m.
— On telephones programmed for French or Spanish, enter the time in
24-hour format in the range from 0000 to 2359.
In Release 1.0 systems, enter the time in 12-hour format in the range from
0100 to 1259 and either ( $ ) for a.m. or ( 3 ) for p.m.
To cancel a reminder, either press a programmed Reminder Cancel button, or press the Feature button and dial .
Reminder service cannot be used on MLC-5 cordless telephones.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Reminder Service
Issue 1
August 1998
Page 577
Single-Line Telephones 9 3
Set a reminder by lifting the handset and (while listening to inside dial tone) dialing
and a 4-digit time ( – ) and either for a.m. or for p.m. To cancel a reminder, lift the handset (the telephone must connect to an SA or ICOM button) and dial .
Feature Interactions
Callback
Call Waiting
Coverage
Digital Data Calls
Display
Do Not Disturb
HotLine
Language Choice
Recall/Timed Flash
Ringing Options
Service Observing
System Access/
Intercom Buttons
UDP Features
9 3
Reminder calls cannot be queued by using Callback.
Reminder calls are not eligible for Call Waiting.
Reminder calls are not eligible for Individual or Group Coverage.
Digital communications devices and Videoconferencing systems cannot receive reminder calls.
.
Reminder calls ring at telephones with Do Not Disturb activated.
HotLine extensions cannot dial the feature (#) codes for Reminders.
Enter the time settings for Reminder service in accordance with the language selection governing the extension. If the language selection is
English, the time setting for Reminder service must be entered in 12-hour format (0100–1259) followed by either a ( $ ) for a.m. or a ( 3 ) for p.m. If the governing language selection is French or Spanish, the time setting must be entered in 24-hour format (0000–2359).
Recall can be used to disconnect an answered reminder call.
A reminder call overrides programmed Ring Timing options (Delay Ring and No Ring) and rings with a priority ring at an SA or ICOM button.
In Release 6.1 and later systems, Service Observers can observe
Reminder Service calls. If a Service Observer is setting or cancelling
Reminder service, he or she can observe calls.
A reminder call overrides programmed Ring Timing options (Delay Ring and No Ring) and rings at the principal extension; reminder calls do not ring at Shared SA buttons.
In Release 6.0 and later systems (Hybrid/PBX mode only), Reminder
Service does not function across a private network.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Remote Access
9 3
Issue 1
August 1998
Page 578
At a Glance 9 3
Users Affected
Reports Affected
Modes All
Telephones Touch-tone only
System Programming
Telephone users, operators, data users
Remote Access (DISA) Information, SMDR
●
Assign dedicated or shared remote access to lines/trunks:
/LQHV7UXQNV
→
5HPRWH$FFVV
→
/LQHV7UXQNV
If barrier codes are not used, assign class of restrictions to
● lines/trunks:
/LQHV7UXQNV
→
5HPRWH$FFVV
→
1RQ7LH7LH/LQHV
→
5HVWULFWLRQ$565HVWUFW$OORZ/LVW'LVDOORZ/LVW
Assign class of restriction for each barrier code:
●
/LQHV7UXQNV
→
5HPRWH$FFVV
→
%DUULHU&RGH5HVWULF
WLRQ$565HVWUFW$OORZ/LVW'LVDOORZ/LVW
Maximums
Specify that barrier codes are required for remote access:
●
/LQHV7UXQNV
%DUULHU&RGH
→
5HPRWH$FFVV
→
1RQ7LH7LH/LQHV
→
Add, change, or remove individual barrier codes, or change
● length of all barrier codes:
/LQHV7UXQNV
→
5HPRWH$FFVV
→
%DUULHU&RGH
→
&RGH,QIR
Assign barrier codes to remote access system programming
● lines/trunks (nonfunctional; do not use):
/LQHV7UXQNV
→
5HPRWH$FFVV
→
%DUULHU&RGH
→
63URJ0DLQW
●
Enable or disable Callback for busy pools:
/LQHV7UXQNV
→
5HPRWH$FFVV
→
$XWR4XHXLQJ
Specify destination of remote access calls to unassigned
● numbers:
2SWLRQV
→
More
→
8QDVVLJQHG
●
Change remote access code:
6\V5HQXPEHU
→
6LQJOH
→
5HPRWH$FFV
16 barrier codes, with a 4- to 11-digit length (set systemwide), using 0–9 and dialpad characters. All barrier codes are deleted when the systemwide barrier code length is changed.
Factory Settings
ARS FRL for Barrier Codes or Lines/Trunks
Autoqueuing
0
Disabled
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Issue 1
August 1998
Page 579
At a Glance - Continued
Factory Settings continued
Restriction for Barrier
Codes or Lines/Trunks
Maintenance/Programming
Barrier Code
Outward-Restricted
In Release 3.0 and later systems, there is no default barrier code. In Release 2.1 and earlier systems, the default barrier code is 16.
Primary Operator Redirect Destination for
Calls to Unassigned
Numbers
Remote Access Code 889
!
SECURITY l ALERT:
Security of Your System. As a customer of a new communications
system, you should be aware that there exists an increasing problem of telephone toll fraud. Telephone toll fraud can occur in many forms, despite the numerous efforts of telephone companies and telephone equipment manufacturers to control it. Some individuals use electronic devices to prevent or falsify records of these calls. Others charge calls to someone else’s number by illegally using lost or stolen calling cards, billing innocent parties, clipping on to someone else’s line, and breaking into someone else’s telephone equipment physically or electronically. In certain instances, unauthorized individuals make connections to the telephone network through the use of remote access features.
The Remote Access feature of your system, if you choose to use it, permits off-premises callers to access the system from a remote telephone by using an 800 number or a 7- or 10-digit telephone number. The system returns an acknowledgment signaling the user to key in his or her barrier code, which is selected and programmed by the system manager. After the barrier code is accepted, the system returns dial tone to the user. If restrictions are not in place, the user can place any call normally dialed from a telephone within the system. Such an off-premises network call is originated at, and will be billed from, the system location.
The Remote Access feature, as designed, helps the customer, through proper programming, to minimize the ability of unauthorized persons to gain access to the network. Most commonly, telephone numbers and codes are compromised when overheard in a public location, through theft of a wallet or purse containing access information, or through carelessness (writing codes on a piece of paper and improperly discarding it). Additionally, hackers may use a computer to dial an access code and then publish the information to other hackers. Enormous charges can be run up quickly. It is the customer’s responsibility to take the appropriate steps to properly implement the features, evaluate and program the various restriction levels, protect access codes, and distribute access codes only to individuals who have been fully advised of the sensitive nature of the access information.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Issue 1
August 1998
Page 580
Common carriers are required by law to collect their tariffed charges. While these charges are fraudulent charges made by persons with criminal intent, applicable tariffs state that the customer of record is responsible for payment of all long-distance or other network charges. Lucent Technologies cannot be responsible for such charges and will not make any allowance or give any credit for charges that result from unauthorized access.
To minimize the risk of unauthorized access to your communications system:
■
■
Program the maximum length (11) for systemwide barrier code length (Release 3.0 and later).
Use an unpublished remote access number.
■ Assign barrier codes randomly to users on a need-to-have basis, keeping a log of all authorized users and assigning one code to one person.
■
■
■
■
■
■
■
■
Use random-sequence barrier codes, which are less likely to be easily broken.
Deactivate all unassigned codes promptly.
Ensure that remote access users are aware of their responsibility to keep the telephone number and any barrier codes secure.
When possible, restrict the off-network capability of off-premises callers, through use of calling restrictions and Disallowed List features.
When possible, block out-of-hours calling.
Frequently monitor system call detail reports for quicker detection of any unauthorized or abnormal calling patterns.
Limit Remote Call Forwarding to persons on a need-to-have basis.
Change barrier codes periodically.
Beginning with Release 3.0, additional security to prevent telephone toll fraud is included:
■ The remote access default requires a barrier code.
■
■
■
The barrier code is a flexible-length code ranging from 4 to 11 digits
(with a default of 7) and includes the * character. The length is set systemwide.
The user is given three attempts to enter the correct barrier code.
Whether or not the dialed digits are correct, an inter-digit time-out occurs during the first attempt. The system processes only the valid number of digits. So if a hacker enters four digits and the length is four digits, he or she hears dial tone. If a hacker enters four digits and keeps entering more, the system uses the time-out to hide the correct number of digits from the hacker. The time-out recurs until
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Issue 1
August 1998
Page 581
■ the caller has dialed the eleventh digit—giving the impression that additional digits are required—even if the barrier code length is shorter.
SMDR registers 16 zeros for any remote access calls in which three failed attempts have occurred.
Description 9 3
The Remote Access feature allows people to use the system by dialing the number of a line/trunk designated for remote access. The remote user should be required to dial a barrier code (password) after reaching the system. Beginning with Release 3.0, the systemwide barrier code length is programmed for a minimum of 4 digits and a maximum of 11. After gaining access to the system, a remote user can do any of the following:
■
■
■
Dial extension numbers directly without going through a system operator.
Remote callers can call inside extensions, data workstations, or calling groups just as if they were calling from an extension within the system.
Select a regular or special-purpose outside line (for example, a WATS line) or a pool or ARS line to make outgoing calls. If the pool is busy, the system can be programmed to allow the remote user to use Callback to queue a call for the busy pool.
Arrange to have calls forwarded, change the forwarding destination, or cancel forwarding to a telephone inside or outside the system.
NOTES:
1.
Calls made through remote access to locations outside the system may vary in transmission quality.
2.
In Release 6.0 and later systems, a remote access caller who calls into his or her own local system can reach extensions networked to the local system (non-local dial plan extensions), just as onsite users of the local system can.
3.
In Release 6.0 and later systems (Hybrid/PBX mode only), ARS calls that use public-switched network trunks connected to remote networked systems are treated as remote access calls at the remote
system and at any intervening systems. For details, see “Tandem
. Full details about private networks are provided in the Network Reference.
Remote access also allows remote system programming and maintenance.
Specific outside lines/trunks (ground-start, loop-start, emulated ground-start or loop-start) are programmed for either dedicated or shared remote access. When dedicated remote access is programmed for a line/trunk, all incoming calls on that line/trunk are treated as remote access calls. When shared remote access is programmed for a line/trunk, incoming calls on that line/trunk are treated as
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Issue 1
August 1998
Page 582 remote access calls only when Night Service is activated on the system. Remote access can be assigned in this way to any outside line connected to the system, except Direct Inward Dial (DID) trunks, PRI dial-plan routed facilities, or dial-in tie trunks. Loop-start lines programmed for remote access should also be programmed for reliable disconnect and must provide reliable disconnect.
!
SECURITY l ALERT:
Avoid programming a remote access line as a destination for Night Service on any published telephone number. Professional toll-fraud criminals scan telephone directories for published local and 800 telephone numbers. Using these numbers, they attempt to gain access to the system, then may use such features as Remote Access to reach outside facilities from within the
system. For additional information about toll fraud, see Appendix A,
“Customer Support Information.”
For DID trunks and PRI dial-plan routed facilities, the routing digits must correspond to the remote access code programmed into the dial plan. In Release
6.0 and later systems, non-local remote access codes can be programmed into a system’s non-local dial plan. Barrier codes should be required for tandem trunks; this is particularly important in Release 6.0 and later systems (Hybrid/PBX mode) that are networked. For dial-in tie trunks, remote access is possible when the remote user dials the remote access code (the factory-set code is 889).
When a person calls into the system on a line/trunk that is programmed for remote access, the system answers the call and the caller receives a special dial tone. If a barrier code is not required, the caller can dial an extension, pool dial-out code,
ARS code, telephone number, or feature code. If a barrier code is required, the caller dials the required 4- to 11-digit barrier code and receives a second dial tone.
NOTE:
To activate features when using remote access, press followed by the feature code. Pressing followed by the feature code (as on a single-line telephone) does not work.
Lines and Trunks 9 3
Remote access calls are treated differently, depending on the type of line/trunk and how it is routed.
■
■
Line. Loop-start, ground-start, emulated loop-start, emulated ground-start,
BRI, and PRI B-channels programmed for line-appearance routing can be set for remote access use, dedicated or shared. A remote access caller does not dial the remote access code when remote access is in effect on these lines/trunks.
Dial-In Tie. This type of line/trunk requires the caller to enter the remote access code when dial tone is received. The code is not part of the telephone number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Issue 1
August 1998
Page 583
■
■
Local Dial Plan. If a remote access caller dials the system on a DID, E&M,
PRI B-channel with dial-plan routing, T1-emulated tie line, or T1-emulated
DID trunk, the caller can be connected without entering the remote access code separately. Instead, the remote access code is part of the telephone number dialed by the caller and is routed automatically by the system as a remote access call. If the dialed telephone number does not include the remote access number or the line/trunk is not programmed for routing by dial plan, the call is treated as a normal incoming call and remote access is not available.
Non-Local Dial Plan (Release 6.0 and later systems, Hybrid/PBX mode).
Intersystem calls between extensions on networked systems are not remote access calls. However, the remote access code for a non-local system can be included in the non-local dial plan, so that users from one system can reach another networked system more economically via remote access for changing forwarding or for system maintenance. The remote access codes of networked systems must be unique and unambiguous with respect to the other numbers in the local and non-local plans. The receiving system applies restrictions, and barrier codes should be required.
When a call is received for an unassigned number on a dial plan-routed PRI facility, a DID trunk, a dial-in tie trunk, or a line/trunk programmed for shared remote access and Night Service is activated, the call is redirected to the QCC queue, a calling group, or an extension, depending on how the destination of calls to unassigned numbers is programmed. The factory setting specifies the primary operator as the destination.
When a call is received for an unassigned number on a private network facility, the caller hears a fast busy or warble tone, depending on the type of facility the call arrived on.
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode), a remote access user from one system can reach Remote Access on a networked remote system by using a DID trunk, tandem trunk, a PRI B-channel with dial-plan routing, T1-emulated DID trunk, or dial-in tie trunk. The remote system applies any restrictions. The remote access codes for each system must be unique and unambiguous. The default COR settings that control this access should require barrier codes.
Table 40 summarizes the ways that remote access is made available to callers,
depending upon the type of line/trunk and the routing used on that line/trunk.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Table 40. Remote Access Routing
Issue 1
August 1998
Page 584
Routing Facility
Line Loop-start, ground-start, emulated loop- or ground-start, BRI, PRI
B-channel group programmed for line routing, automatic-in tie, emulated automatic-in tie
Not routed Dial-in tie or emulated
Non-local dial plan
Tandem dial-in tie
Dial-Plan DID or emulated DID,
PRI B-channel group programmed for dial-plan routing
UDP-routed PRI tandem trunk; tandem T1emulated data tie, T1emulated voice tie, or analog tie line
User Dials
PRI tandem trunk; T1emulated tie, T1-emulated voice tie, or analog tie line
Programmed extension number specifying nonlocal remote access code
Facility Remote Access
Programming
Telephone number Must be programmed for dedicated or shared remote access.
Remote access code
Tie default COR settings
Telephone number including remote access code
System must be programmed to add or delete digits to or from dialed telephone numbers received, so that the remote access code is received. Nontie default COR settings, including barrier code requirement, apply. In networked
Release 6.0 and later systems particularly, a barrier code should be required.
ARS access code for remote system or non-local dial plan number, plus telephone number
Default COR settings for tie and/or non-tie trunks as applicable, including barrier code requirement, apply. A barrier code must be required.
Restrictions are then the ones associated with each barrier code and not the ones assigned to the default COR.
Remove COR outward restrictions from tie and/or nontie trunks as applicable. Barrier code required or not required setting is ignored (should be required), but Disallowed List is applied. FRL for default COR setting is applied to any routing of the call out of the local system
ARS access code or non-local dial plan number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Issue 1
August 1998
Page 585
For more information, see “Primary Rate Interface (PRI) and T1” on page 489
.
“Tandem Switching” on page 671
provides additional information about default
COR settings for networked systems (Release 6.0 and later, Hybrid/PBX mode), as does the Network Reference .
User Interaction 0 4
Beginning with Release 3.0, a caller has three chances to enter the correct barrier code. An inter-digit time-out occurs during the first attempt, even if the dialed digits are incorrect. The system only processes the valid number of digits. A dial tone is given after the correct code is entered. If the caller enters more than the correct number of digits, the system uses the time-out to hide the correct number of digits. The time-out recurs until the caller has dialed the eleventh digit—giving the impression that additional digits are required—even if the barrier code length is shorter. A distinctive tone sounds after an incorrect entry. After three incorrect entries, the system disconnects the caller.
NOTE:
The steps below describe a normal remote access call. In Release 6.0 and later systems, an ARS remote access call is dialed just as any other ARS call is dialed. Calls made by remote access users, rather than users on networked external systems, are dialed as described below.
The following steps describe a remote access call:
1.
The caller dials into a line, described above, that accepts remote access calls. Personal lines light steady green.
2.
If a barrier code is not required, the caller hears a dial tone and proceeds to
Step 4.
3.
If a barrier code is required, the caller dials the code.
A barrier code cannot begin with (star) or contain two s: a.
If a correct barrier code is entered, the caller hears a dial tone and proceeds to Step 4. If an incorrect barrier code is entered, the caller hears an alternating high-low tone followed by a dial tone, and can enter the barrier code again. Up to three attempts are allowed.
b.
If the caller enters an incorrect barrier code, he or she hears a retry tone 15 seconds after the system determines that the code is invalid. During this step, the caller can enter two asterisks ( ) to erase the entry. This is treated as a failed attempt. The system then erases the code entry and sends a retry tone for another attempt at entering the barrier code (unless this was the caller’s third attempt).
If the caller fails all three attempts at entering the code, he or she hears the reorder dial tone and is eventually disconnected by the system.
4.
After successfully entering a barrier code, the caller may now enter a telephone number, pool number, ARS code, or maintenance code.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Issue 1
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Page 586
Class of Restrictions (COR) 0 4
Barrier codes should be used for all lines/trunks including those that will be accessed by remote access users in Release 6.0 and later systems (Hybrid/PBX mode only). ARS calls and non-local dial plan calls on private network trunks ignore the barrier code requirement setting but use the other COR settings assigned to all tie and/or all non-tie trunks. The barrier code requirement setting must require barrier codes, however, to protect against toll fraud for those calls from the PSTN that do not ignore the requirement.
A maximum of 16 barrier codes is allowed, each with a different class of restrictions. The class of restrictions allows or denies the use of system features to individuals or groups of users. Classes of restrictions are assigned whether or not barrier codes are used for remote access. If barrier codes are used, the class of restriction is assigned to each barrier code. If barrier codes are not used, the class of restriction settings are assigned to all non-tie trunks or to all tie trunks, or both. They apply to trunks that are not specifically assigned as remote access
facilities, as explained in Table 40, page 584
.
The restriction classes are as follows:
■ Calling Restrictions. Determine whether remote access users can make local and/or toll calls. The factory setting is outward-restricted, meaning the user can make only inside calls. The restricted user cannot make toll calls or any outside calls. The setting can be changed either to unrestricted, meaning the user can make inside local, toll, or outside calls, or to toll-restricted, meaning the user can make only inside and local outside calls. When barrier codes are not used, restrictions are assigned to all trunks and cannot be assigned to individual tie trunk or non-tie trunks.
When barrier codes are used, restrictions are assigned to individual barrier codes. For routing calls on tandem trunks across networked Release 6.0 and later systems (Hybrid/PBX mode), the outward restriction must be
turned off. For additional details, see “Tandem Switching” on page 671
.
Outward restrictions can still be applied to barrier codes that are used when callers employ PRI dial-plan routed, DID, or non-local dial plan remote access.
■ Automatic Route Selection and Uniform Dial Plan (UDP) Facility
Restriction Level (FRL). If the system uses the ARS feature or UDP routing over tandem trunks (Release 6.0 and later systems, Hybrid/PBX mode), you can restrict the use of outgoing lines/trunks by remote access users by assigning a user restriction level from 0 to 6. The factory setting,
0, is the most restrictive, and 6 is the least restrictive. The value assigned corresponds inversely to the FRL assigned to the ARS or UDP route
(Release 6.0 and later systems). That is, an FRL of 0 is the least restrictive, and 6 is the most restrictive. To restrict remote users from using selected lines/trunks, you should assign a value that is lower than the FRL assigned to the route.
When barrier codes are not used, the FRL is assigned to all remote access lines/trunks and cannot be assigned to individual lines/trunks. When barrier codes are used, FRLs are assigned to individual barrier codes, and this
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Issue 1
August 1998
Page 587
■
■
■ setting is ignored. For networked Release 6.0 and later systems
(Hybrid/PBX mode), barrier codes should be required; they are then required for non-network calls into these systems via the public switched telephone network or via the remote access code in the non-local dial plan.
Network call routes (UDP or ARS) use the default COR FRL and do not
use barrier codes. For additional details, see “Tandem Switching” on page
671 .
Allowed List Assignment. Does not apply to Allowed List Assignment. Do not assign Allowed Lists as default COR settings.
Disallowed List Assignment. Assigns Disallowed Lists; use when remote access users are not restricted from making local and/or toll calls. When a
Disallowed List is assigned, remote users cannot dial the specific numbers included on the list. Disallowed Lists are set up for all system users (see
“Allowed/Disallowed Lists” on page 36
). When barrier codes are not used,
Disallowed Lists can be assigned to all remote access lines/trunks and cannot be assigned to individual lines/trunks. When barrier codes are used,
Disallowed Lists are assigned to individual barrier codes. For networked
Release 6.0 and later systems (Hybrid/PBX mode), a Disallowed List should be assigned; it is applied both to non-network calls into these systems via the public switched telephone network and to network-routed
calls. For additional details, see “Tandem Switching” on page 671
.
Automatic Callback (Autoqueuing). The factory setting prevents a remote caller who reaches a busy pool (Hybrid/PBX only) or extension from using the Automatic Callback feature to request a pool or extension. The factory setting can be changed to allow remote users to use Automatic Callback to request busy pools or extensions. Automatic Callback assignment applies to all remote access users and cannot be assigned to lines/trunks or barrier codes on an individual basis. For networked Release 6.0 and later systems
(Hybrid/PBX mode), the Automatic Callback setting does not apply to network calls that are routed across a system using ARS or UDP routing.
Callback features only work for lines and trunks on a local system. If a remote access caller calls into a system and attempts to make a non-local extension call or an ARS call that is routed to another networked system, the Callback setting only permits or does not permit Callback when local tandem trunks are unavailable; calls queue for Route 1 only. For additional
details, see “Tandem Switching” on page 671
.
Considerations and Constraints 0 4
Under applicable tariffs, the customer is responsible for any charges incurred through the remote use of system facilities. To prevent unauthorized use of the
system’s outside lines by remote callers, see the Security Alert on
page 579 .
Beginning with Release 3.0, combining mismatched line/trunk types (touch-tone and rotary) does not cause a call to fail.
Rotary-dial telephone users are routed to a QCC assigned as a backup extension.
From there, callers are connected to the system operator.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Issue 1
August 1998
Page 588
Remote access calls ring on SA or ICOM buttons; however, the telephone rings like an outside call.
Systems with DID trunks can designate a DID extension that offsite users can dial to use remote access.
If a remote caller does not dial a number or feature code before the time-out period expires, the call goes to the redirect destination programmed for remote access.
Lines/trunks used for dedicated remote access must not be assigned to ring into a calling group.
Systems that use Call Accounting System (CAS) track calls by barrier codes.
Touch-tone receivers are needed for remote access to work. For more information
about TTR requirements see “Touch-Tone or Rotary Signaling” on page 687
.
In Release 6.0 and later systems, a remote-access caller who calls into his or her own local system can reach extensions networked to the local system (non-local dial plan extensions), just as onsite users of the local system can.
Mode Differences 0 4
Hybrid/PBX Mode 0 4
Remote access Automatic Callback is available only in Hybrid/PBX mode for calls made to busy pools.
In Release 6.0 and later systems, networked trunks for use by non-local dial plan extensions connected to another MERLIN LEGEND Communications System or to a DEFINITY ECS or DEFINITY ProLogix Solutions systems are available only in Hybrid/PBX mode.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Issue 1
August 1998
Page 589
Feature Interactions 0 4
Account Code Entry A remote access user cannot enter account codes. However, if a remote access user calls an inside extension and the person at that extension enters an account code, the code overwrites the barrier code number
(01–16) in the ACCOUNT field of the SMDR report.
Allowed/
Disallowed Lists
Allowed and Disallowed Lists are COR items for remote access. When barrier codes are not used, Allowed and/or Disallowed Lists can be assigned to lines/trunks systemwide (tie trunks and non-tie trunks are grouped separately). When barrier codes are used, Allowed and/or
Disallowed Lists can be assigned to individual barrier codes.
In Release 6.0 and later systems (Hybrid/PBX mode only), for private trunks that will be used by remote networked users to access network trunks via ARS, default COR programming is used. Disallowed Lists should be programmed appropriately (all tie and/or all non-tie) for these trunks. Allowed Lists should not be used.
Authorization Code A caller cannot enter an authorization code on a remote access call.
Automatic Route
Selection
Remote access users can make calls by using ARS. Dial into the system, enter a barrier code if one is required, and dial the ARS code while listening to system dial tone. FRLs can be assigned to restrict the routes that remote callers can use. When barrier codes are not used, an FRL is assigned to all lines/trunks (tie trunks and non-tie trunks are grouped separately) and cannot be assigned to individual lines/trunks. When barrier codes are used, FRLs are assigned to individual barrier codes.
Callback
Caller ID
Conference
Digital Data Calls
Display
The steps above are not used by networked non-local users making ARS calls into your system, even though your system treats these calls as remote access calls. Instead, a caller dials the ARS call normally, as they would any other ARS call.
If the system is programmed for remote access, remote access users can use Callback. (The factory setting for Automatic Callback is off, but you can enable this feature in Hybrid/PBX mode only for remote access callers.) The user cannot hang up but must wait on the line until the extension or pool is available.
If a remote access call comes in on a loop-start line with Caller ID (via a jack on an 800 GS/LS-ID module), caller information is recorded by
SMDR. Caller ID information is not retrieved on remote access lines/trunks unless LS-ID Delay is programmed for the line/trunk, because the calls are answered too quickly.
An inside user can initiate a conference with the callers involved in a remote access call by selecting the active remote access line/trunk.
Data calls cannot be made into lines programmed for remote access.
Calls received through remote access show standard call information for outside calls, including the caller’s number if an ISDN/PRI service or
Caller ID is available. If a remote access call is sent to coverage because an invalid number has been dialed, an MLX display telephone user who receives the call sees &RYHU',6$" .
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Forward and
Follow Me
Group Calling
Music On Hold
Night Service
Paging
Issue 1
August 1998
Page 590
Users can set up forwarding of calls to extensions or outside telephone numbers through remote access, as long as the system manager has enabled Remote Call Forwarding. To do so, call into the system on a line/trunk that is programmed for remote access. If a barrier code is required, the remote access dial tone (stutter tone) sounds. Enter the barrier code. Once you have correctly entered the barrier code (or if barrier codes are not required), the system dial tone sounds.
To forward calls to an extension, dial while listening to system dial tone. Then dial the forwarding extension number and the destination extension number.
To forward calls to an outside telephone number, dial and the forwarding extension number. Then dial either the ARS or pool dial-out code (Hybrid/PBX mode only), the line/trunk number (usually 801–880), or a for Centrex Transfer via Remote Call Forwarding (Release 6.0 and later systems). Finally, dial the destination telephone number and press to signal the end of the dialing sequence. If a Pause is needed in the dialing sequence for Centrex Transfer via Remote Call Forwarding, the feature must be activated at a local system multiline extension.
To cancel forwarding of calls to an extension, dial while listening to system dial tone. Then dial the forwarding extension number.
A remote access user cannot be a member of a calling group but can call into a calling group. When the call rings at a calling group member’s telephone, it rings as an outside call. A calling group can be programmed to receive calls that remote access users make to invalid extensions. If a line/trunk is programmed for both remote access and Group Calling, remote access overrides Group Calling.
In Release 6.0 and later systems, remote access calls to a calling group are not subject to queue control.
Remote access users waiting for a busy pool or extension do not hear
Music On Hold, even if it is programmed on the system. They hear the queuing tone, then silence.
In Release 4.1 and later systems, the outside line/trunk can be assigned to a Night Service group; in this case, incoming calls received on the outside line/trunk receive remote access treatment when Night Service is activated at any system operator position for a group where the line is assigned. In Release 4.0 and prior systems, when incoming calls are received on a line/trunk programmed for shared remote access, they are treated as remote access calls only when Night Service is activated on all of the operator positions that receive calls on that line/trunk.
When a call is received on a line/trunk programmed for shared remote access and Night Service is not activated, the call rings at the extension programmed as the redirect destination for calls to invalid numbers.
Loudspeaker paging cannot be accessed from outside the system through DID lines or remote access.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Primary Rate
Interface and T1
Service Observing
SMDR
System
Renumbering
Tandem Switching
Uniform Dial Plan
Issue 1
August 1998
Page 591
A PRI line that has been programmed for routing by dial plan should not be programmed for remote access.
In Release 6.1 and later systems, Service Observers can observe a
Remote Access call if it is answered at an extension on the local system.
Remote Access cannot be used to activate Service Observing.
Remote access calls are recorded only if SMDR is programmed to track incoming calls. If a barrier code is entered, the barrier code number
(01–16) appears in the ACCOUNT field of the report, preceded by
. If the caller uses remote access to dial an extension and the call is answered, the extension number is shown in the STN (station) field. If the call is not answered at the extension, the STN field is blank.
If the caller uses remote access to dial out on a line or trunk, the STN field on the first SMDR record is blank and a second record is generated for the outgoing call.
If no barrier code is required, the ACCOUNT field contains .
In Release 3.0 and later systems, if a caller provides an invalid or incomplete barrier code for three attempts, either or 16 zeros are recorded in the ACCOUNT field. If the connection is broken before the third attempt, the ACCOUNT field contains . If a caller hangs up after the third attempt but before receiving reorder tone, the ACCOUNT field may contain either or 16 zeros. If a caller hangs up after the third attempt and after receiving reorder tone, the ACCOUNT field contains 16 zeros.
If the system includes DID or dial-in tie trunks, the number assigned to the line/trunk can be programmed for remote access. This allows remote access users to call in on the DID or dial-in trunk.
The remote access code can be renumbered. The factory-set remote access code is 889.
Remote access allows non-local network users to access trunks connected to the public switched telephone network, permitting cost savings. Barrier codes are not used for this application of tandem trunks.
Instead, default tie and/or non-tie COR permissions and restrictions are used, depending on whether private network trunks are tie trunks or PRI facilities.
A caller can reach remote access on a networked system by calling in on
DID, PRI dial-plan routed, or dial-in tie trunks or by dialing a remote access code programmed into the non-local dial plan. The remote system applies any required restrictions. The barrier code requirement for the default COR should be turned on.
A remote access caller can call a number in the non-local dial plan.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Remote Access
Issue 1
August 1998
Page 592
Ringing Line Preference
0 4
See “Automatic Line Selection and Ringing/Idle Line Preference” on page 60
.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Ringing Options
Ringing Options
0 4
Issue 1
August 1998
Page 593
At a Glance 0 4
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
Ring Timing Options
All personal line and Pool buttons on extension
Immediate Ring
Delay Ring
No Ring
Individual personal line,
Pool, SA, ICOM, and
Cover buttons
Immediate Ring
Delay Ring
No Ring
Send Ring (on principal extension, for Shared SA buttons with Delay Ring)
On
Off
Abbreviated Ring
(multiline telephones only)
On
Off
Personalized Ringing
(multiline telephones only)
MLX Display Labels
Telephone users, DLC operators
Extension Information, System Information ( 6\V6HWXS )
All
All except QCC
(centralized telephone programming only for single-line telephones and MFMs)
+ ringing pattern number (1–8)
System Programming
5LQJ2SWLRQV$OO/LQHV,PPHG5LQJ'HOD\5LQJ1R5LQJ
>5QJ2S$OO/Q,PPHG'HOD\1R@
5LQJ2SWLRQV2QH/LQH,PPHG5LQJ'HOD\5LQJ1R5LQJ
>5QJ2S/LQH,PPHG'HOD\1R@
6KDUHG6$5QJ2Q2II>6K5QJ2Q2II@
5LQJ2SWLRQV$EEUHYLDWHG2Q2II>5QJ2S$EEUY2Q2II@
3HUVRQDO5QJ3DWWHUQQ>35LQJ3DWQ@
To set delay for Cover buttons programmed for Delay Ring
●
(Delay Ring Interval, 4.0 and prior systems)
2SWLRQV
→
'HOD\5LQJ
Factory Settings
Ring Timing Option (all buttons)
Delay Ring Interval
Send Ring
Immediate Ring
2 rings (range 1–6 rings)
On
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Ringing Options
At a Glance - Continued
Factory Settings continued
Abbreviated Ring
Personalized Ringing
Pattern
Enabled
1 (pattern numbers 1–8)
Issue 1
August 1998
Page 594
Description 0 4
Ringing Options refers collectively to three options that determine how users’ telephones ring when they receive calls: Ring Timing options, Abbreviated Ring options, and Personalized Ringing options. These options are programmed for each extension through either extension programming or centralized telephone programming, using the display or programming codes. In addition, the system uses distinctive ringing patterns to identify various call types to the telephone user.
Ring Timing Options 0 4
Ring Timing options control how soon a telephone rings, or whether it rings at all when a call arrives. Line buttons on each extension can be programmed so that calls ring as follows:
■
■
Immediate Ring (factory setting). Rings as soon as a call arrives.
Delay Ring. Provides a delay before the telephone rings. The length of the delay depends on the type of button and the coverage arrangement:
— On outside line, SA (including Shared SA), and ICOM buttons programmed for Delay Ring, the delay is fixed at two rings and cannot be changed.
— On Cover buttons programmed for Delay Ring in Release 4.0 and prior systems, the systemwide Delay Ring Interval, set through system programming, provides a delay of one to six rings with a factory setting of 2.
In Release 4.1 and later systems, system managers customize coverage delays on an extension-by-extension basis. The Coverage
Delay Interval and Delay Ring Interval systemwide settings are replaced by these extension timers: Primary Cover Ring Delay and Secondary
Cover Ring Delay (range 1–6 rings, factory setting 2 rings).
— In Release 4.1 and later systems, the Group Coverage Ring Delay
(range 1–9 rings, factory setting 3 rings) is set for each sender’s extension. When a sender has both Individual and Group Coverage, the
Primary Cover Ring Delay controls the interaction between the two types of coverage.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Ringing Options
Issue 1
August 1998
Page 595
■
■
In Release 4.0 and prior systems, when a sender has both Individual and Group Coverage and an Individual Coverage receiver is available, the programmed systemwide Delay Ring Interval of one to six rings provides a delay, in addition to the systemwide Coverage Delay Interval, before calls go to Group Coverage.
No Ring. Prevents the telephone from ringing at all. However, the distinctive returning transfer and callback rings, described later in this
section under “Distinctive Ringing” on page 596
, do sound.
Send Ring. An additional Ring Timing option, used at the principal extension to override Delay Ring programming for any Shared SA buttons.
If a call arrives at the principal extension’s SA button and that extension is busy on another call, the call rings immediately at the SSA buttons programmed for Delay Ring.
Ring Timing options can be programmed individually for each personal line, prime line, Pool, SA (including Shared SA) or ICOM, and Cover button on an extension.
The extension also can be programmed so that all outside calls on personal line, prime line, and Pool buttons ring uniformly with one of these timing options. (SA,
ICOM, and Cover buttons must always be programmed individually.)
Regardless of the Ring Timing option selected, the green LED next to the line button with a call flashes immediately when a call arrives.
NOTES:
1.
Ring Timing options cannot be programmed for SA Originate Only or
ICOM Originate Only buttons because they do not ordinarily receive calls.
2.
For more information about coverage ring delays, see “Coverage” on
page 152 .
Abbreviated Ring Options 0 4
The Abbreviated Ring setting specifies how a telephone rings if a call arrives when a user is already on another call. Each extension can be programmed to ring in one of the following ways:
■
■
Abbreviated Ring (factory setting). When the user is already on a call, a new call arriving on a line button programmed for Immediate Ring or Delay
Ring rings only once. The ring is at a lower volume (called attenuated ring ) than the normal ring.
Repeated Ring. The telephone rings normally. When the user is already on a call, an incoming call continues to ring until it is answered.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Ringing Options
Issue 1
August 1998
Page 596
Personalized Ringing Options 0 4
Personalized Ringing options allow a user to select one of eight different ringing patterns for his or her telephone, making it easier to distinguish its ring from those of other telephones. The user hears the personalized ringing pattern as the long part of the distinctive ring that identifies an inside, outside, returning transfer, or callback call, described in the next section. Pattern #1 is the factory setting.
Distinctive Ringing 0 4
Distinctive ringing allows users to identify the type or origin of an incoming call.
The system identifies calls with the distinctive ringing patterns listed in Table 41 .
These patterns cannot be changed.
Table 41. Distinctive Ringing
Call Type
Inside
Outside
Transferred outside call or returning transfer
Returning callback call
(priority ring)
MLX*
1 long ring
1 long ring +
1 short ring
1 long ring +
2 short rings
1 long ring +
3 short rings
Telephone Type
Analog
Multiline* Single-Line
1 long ring
1 short ring +
1 long ring
1 ring
2 rings
2 short rings +
1 long ring
2 short rings +
1 long ring
QCC
1 ring
2 rings
3 short rings 1 ring
3 short rings
* Includes Direct-Line Consoles.
NOTE:
The long ring is the personalized ringing pattern selected for the telephone.
Considerations and Constraints 1 4
Transfer returns ring repeatedly until answered, regardless of the Abbreviated
Ring setting for the telephone.
When one of the eight personalized ringing patterns is selected, through either extension programming or centralized telephone programming, the person programming the option hears the ring selected. In Release 2.0 and later systems, an MLX display telephone user must select (QWHU from the display to confirm and store the selection. After choosing (QWHU , the user again hears the selected ring.
The personalized ringing pattern selected for each extension is not shown on system programming reports.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Ringing Options
Issue 1
August 1998
Page 597
Delay Ring is especially useful on a Cover button because it gives the sender a chance to answer before the call rings at the receiver’s telephone. No Ring is appropriate for users who do not usually answer outside calls. To answer a call when a telephone is programmed not to ring, simply press the line button with the flashing green LED.
While using programming codes or display selections to program Ring Timing options for one line, press a line to which these options apply—any line button with an outside line or any SA or ICOM button. If you press any other type of button, an error tone sounds; at a display telephone, you also see an error message. While programming Ring Timing options for all outside lines, you can press any line button, not necessarily an outside line button.
Telephone Differences 1 4
Queued Call Consoles 1 4
Ringing options cannot be programmed on a QCC. The Call buttons are fixed to
Immediate Ring. A QCC receives only two types of distinctive ringing—one ring for an inside call and two rings for an outside call.
Other Multiline Telephones 1 4
Personalized ringing can be programmed for an MLC-5 cordless telephone only through centralized telephone programming.
Personalized ringing is not supported on MDC 9000 telephones.
Ring Timing Options can be programmed for a Multi-Function Module (MFM) only through centralized telephone programming.
Single-Line Telephones 1 4
Neither abbreviated ringing nor personalized ringing can be programmed for single-line telephones. Ring Timing options can be programmed only through centralized telephone programming.
Single-line telephones connected to a 008 OPT module do not receive distinctive
ringing for the various call types listed in Table 41, page 596
.
Feature Interactions
Auto Answer All
1 4
A General Purpose Adapter (GPA) connected to an analog multiline telephone answers calls on lines set for Immediate or Delay Ring.
Program lines that are not to be answered for No Ring. If the device should answer only inside calls, personal lines must be set for No Ring.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Ringing Options
Automatic Line
Selection
Caller ID
Coverage
Digital Data Calls
Fax Extension
Issue 1
August 1998
Page 598
The system does not automatically select outside line, SA, ICOM, or
Cover buttons programmed for No Ring, even when Ringing/Idle Line
Preference is turned on. The user must select the button manually to answer a call. The green LED flashes when the call arrives; when the user presses the button, the red LED turns on.
The Delay Ring option can be used as an alternative to the LS-ID Delay option at automatically answering adjuncts so that Caller ID information is received. LS-ID Delay delays ringing at all extensions in the system, while
Delay Ring delays ringing only at the extension programmed for it. Delay
Ring timing starts when LS-ID Delay ends.
Primary Cover, Secondary Cover, and Group Cover buttons can be programmed for Immediate Ring, Delay Ring, or No Ring.
Calls received on line buttons programmed for No Ring are not sent to coverage.
If an Individual or Group Coverage receiver is on a call when a coverage call is received, the receiver hears an abbreviated ring (if enabled).
Calls received on a Primary Cover, Secondary Cover, or Group Cover button use the receiver’s, not the sender’s, personalized ringing pattern.
In addition to its primary function, the Delay Ring Interval in Release 4.0 and prior systems provides a delay before calls go to Group Coverage, in addition to the Coverage Delay Interval, when the sender also has
Individual Coverage and a receiver is available.
In Release 4.1 and later systems, the ringing at a programmed Primary or
Secondary Cover button, set for Delay Ring, is augmented by the Primary and Secondary Ring Delays set for the sender’s extension. The systemwide Secondary Ring Delay Interval, fixed at two rings, also augments ringing on Secondary Cover buttons set for Delay Ring. For
more information, see “Coverage” on page 152
.
Personalized ringing has no effect on calls to a digital communications device.
Terminal adapters follow programmed ringing options and should be set to Immediate Ring.
Videoconferencing systems are not affected by ringing options.
The Fax Extension feature overrides the distinctive ringing pattern for calls transferred to a fax extension. When a fax extension receives a transferred call, the fax extension provides one long ring (similar to an inside call) instead of three short rings.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Ringing Options
Forward and
Follow Me
Group Calling
Headset Options
HotLine
Integrated
Administration
Multi-Function
Module
Issue 1
August 1998
Page 599
On multiline or single-line telephones where an SA or ICOM button is available to receive the call, calls forwarded to an extension ring with an abbreviated ring at both the forwarding extension and the destination extension. Calls forwarded from either a multiline or single-line telephone to an outside telephone number do not ring at the forwarding extension. In
Release 4.0 and prior systems, if no SA or ICOM button is available at the forwarding extension, the call is not forwarded and the caller hears a busy tone.
In Release 4.1 and later systems, a forwarded call that is received when the forwarding single-line or multiline telephone has no available SA or
ICOM button is forwarded immediately and does not ring at the forwarding extension, regardless of the Ring Timing options (Delay,
Immediate, or No Ring) set.
Outside calls received at the forwarding extension ring as inside calls at the destination extension (one ring) and do not receive the normal distinctive ring for an outside call.
With Immediate Ring, calls are sent immediately to the forwarded extension. With Delay Ring, calls are delayed before forwarding. With No
Ring, calls are not forwarded. In Release 4.0 and later systems, if a button is set to Delay Ring, calls are forwarded after both the Delay Ring and Forwarding Delay. The two delays are cumulative.
Abbreviated ringing is not operable for calls to a calling group extension because a calling group member who is active on a call is considered unavailable for incoming calls. In Hybrid/PBX mode, calling group members should program SA buttons for Immediate Ring.
Headset Auto Answer does not automatically answer calls ringing on buttons programmed for No Ring on an MLX telephone; the user must select the button manually to answer the call. When abbreviated ringing is enabled, the user hears the abbreviated ring if another call rings while the user is on a call.
Ringing Options can be set for HotLine extension (Release 5.0 and later systems) lines. If a HotLine extension should not receive calls, set its line for No Ring.
In Release 4.0 and prior systems, the total of the values programmed for
Delay Ring plus the systemwide Coverage Delay Interval should be less than either the transfer return time or the VMS transfer return interval.
(These values are shown on the Application Switch Defaults screen.)
In Release 4.1 and later systems, Integrated Administration cannot be used to specify coverage delays for AUDIX Voice Power.
The ringing patterns for tip/ring devices connected to an MFM are those of an MLX telephone rather than a single-line telephone—one ring for inside calls, two for outside calls, and three for priority ring or transfer return. Personalized ringing patterns cannot be programmed for an MFM.
Centralized telephone programming must be used to program Ring
Timing options (Immediate Ring, Delay Ring, or No Ring).
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Ringing Options
Night Service
Reminder Service
Service Observing
Transfer
Issue 1
August 1998
Page 600
When Night Service is turned on, calls received at a Night Service group member’s telephone ring immediately even if the line buttons are programmed for Delay Ring or No Ring. When Night Service is turned off, telephones return to their programmed Ring Timing options.
A reminder call overrides programmed Ring Timing options (Delay Ring and No Ring) and rings with a priority ring at an SA or ICOM button.
In Release 6.1 and later systems, when a Service Observer is observing an extension and a call comes to the Service Observer’s extension, he or she hears one ring.
The ringing options on an extension or button do not affect Service
Observing.
Transfer returns ring repeatedly until answered, regardless of the
Abbreviated Ring setting for the telephone.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Saved Number Dial
Saved Number Dial
1 4
At a Glance 1 4
Users Affected
Reports Affected
Telephone users, DLC operators
Extension Directory
Modes All
Telephones
Programming Code
MLX Display Label
Maximums
All except QCC and single-line telephones
6DYH1XP'LDO>6DYH@
16 digits
Issue 1
August 1998
Page 601
Description 1 4
Saved Number Dial allows a user to save the last number dialed from a multiline telephone and to call the number again without manually redialing. You can save the number even if the called party answers. The saved number is any extension or telephone number dialed using one of the following methods:
■
■
Dialing the complete number on the dialpad
Dialing the number using a Personal Speed Dial code
■
■
Dialing the number using a programmed outside Auto Dial button
Dialing the number using a programmed Last Number Dial or Saved
Number Dial button
Saved Number Dial requires a programmed button. It does not store numbers dialed with an Extension, Personal, or System Directory, an inside Auto Dial button, a System Speed Dial code, or a DSS button.
Unlike Last Number Dial, Saved Number Dial replaces the saved number only when you press the programmed Saved Number Dial button before hanging up, not each time you dial a new number.
Considerations and Constraints 1 4
The number of Saved Number Dial buttons that can be programmed on each multiline telephone is limited only by the number of available programmable buttons.
When using Saved Number Dial on an analog multiline telephone connected to a
General Purpose Adapter (GPA) in Auto mode, lift the handset before activating the feature.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Saved Number Dial
Issue 1
August 1998
Page 602
Because the type of line button (personal, SA, or ICOM) used to make the call is not stored, select the appropriate line button before using Saved Number Dial to redial a number.
The green LED next to the programmed Saved Number Dial button does not go on when the feature is used.
Saved Number Dial saves whatever you dial, whether or not the number is valid.
NOTES:
1.
If you dial a telephone number and, after the call is connected, dial additional digits, such as an account number or password, Saved
Number Dial saves all the digits, including those dialed after the call is connected (up to a total of 16).
2.
When you press the Saved Number Dial button, all dialed digits are shown on the display of a display telephone, including confidential information such as passwords or account codes. Therefore, you must not use Saved Number Dial with sensitive information.
If the number dialed with an outside Auto Dial button or Personal Speed Dial code includes a special character such as Pause or Stop, the special character does not work when the number is redialed by Saved Number Dial.
Mode Differences 1 4
Behind Switch 1 4
When you manually dial an outside number that includes a dial-out code—for example, an ARS or pool dial-out code required by the host system—the pauses required to wait for dial tone from some host systems are not automatically stored when Saved Number Dial is used. As a result, you may either hear a fast busy signal or reach a wrong number when you use Saved Number Dial to redial a stored number.
Key Mode 1 4
In Key mode, Saved Number Dial cannot be used on an analog multiline telephone unless a Feature button or Saved Number Dial button is programmed on the telephone. Saved Number Dial cannot be activated by pressing and entering the feature code. The programmed Feature button must be used instead.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Saved Number Dial
Telephone Differences 1 4
Issue 1
August 1998
Page 603
Queued Call Consoles 1 4
Saved Number Dial cannot be used on a QCC.
Other Multiline Telephones 1 4
On a multiline telephone, to save a number using Saved Number Dial, press the programmed Saved Number Dial button before hanging up. The green LED next to the programmed button does not go on when the feature is used.
To redial a number using Saved Number Dial, select the appropriate line for the call and press the programmed Saved Number Dial button. The number saved by the feature is dialed automatically. MLX display telephone users cannot use the feature by selecting it from the display but can use the display to program the feature onto a button.
When using Saved Number Dial on an analog multiline telephone connected to a
General Purpose Adapter (GPA) in Auto mode, lift the handset before activating the feature.
Single-Line Telephones 1 4
Saved Number Dial cannot be used on single-line telephones.
Feature Interactions 1 4
Auto Dial A number dialed by pressing a programmed outside Auto Dial button is stored for Saved Number Dial as though it were dialed with the dialpad, but special characters do not work. An extension dialed by pressing a programmed inside Auto Dial button is not stored for Saved Number Dial.
Authorization Code For security, an authorization code is not saved by the Saved Number
Dial feature.
The Authorization Code feature does not affect Saved Number Dial on the extension you are using or on your home extension. You can retrieve the saved number on the phone you are using.
The ARS dial-out code is saved with the telephone number dialed.
Automatic Route
Selection
Directories
Direct Station
Selector
Display
Saved Number Dial does not store numbers dialed using a Personal,
Extension, or System Directory listing.
An extension number dialed by pressing a DSS button is not stored for
Saved Number Dial.
When a user presses a programmed Saved Number Dial button, the digits appear on the display as though dialed from the dialpad.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Saved Number Dial
Issue 1
August 1998
Page 604
HotLine
Inspect
Saved Number Dial is not available at HotLine extensions (Release 5.0 and later systems).
In Release 2.0 and later systems, when a user presses Inspct and then a programmed Saved Number Dial button, the saved number appears on the display.
Microphone Disable When an MLX telephone’s microphone is disabled, pressing a Saved
Number Dial button before lifting the handset turns on the speakerphone so that you can hear the number being dialed. However, once the call is answered, you must lift the handset to talk.
Recall/Timed Flash
In Release 1.0 and 1.1 systems, when a user presses Inspct and then a programmed Saved Number Dial button, 6DYHG1XPEHU'LDO appears on the display.
Service Observing
Recall can be used on a call made using Saved Number Dial on a personal line or Pool button (loop-start only), an inside call, or, in Release
2.0 and later systems, an outside call made on a loop-start line using an
SA or ICOM button.
In Release 6.1 and later systems, Saved Number Dial calls can be observed.
SMDR All outside numbers dialed with Saved Number Dial are recorded by
SMDR.
Speed Dial
System Access/
Intercom Buttons
Transfer
Telephone numbers dialed using Personal Speed Dial are stored by
Saved Number Dial. If the number includes special characters, such as
Pause or Stop, the special characters do not work when the number is redialed using Saved Number Dial. Telephone numbers dialed using
System Speed Dial are not stored by Saved Number Dial.
When Saved Number Dial is used on a call made with a Shared SA button, the number is stored on the telephone where Saved Number Dial was used, not on the principal extension.
The Saved Number Dial feature can be used to dial the outside number of a party to which a call is being transferred.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Second Dial Tone Timer
Second Dial Tone Timer
1 4
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
MLX Display Labels
Signal
Notify, Send
Notify, Receive
Issue 1
August 1998
Page 605
1 4
Telephone users, operators
System Information ( 6\V6HWXS )
All
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Description 1 4
In Release 3.1 and later systems, the system manager can assign a second dial tone timer to lines and trunks. This feature helps prevent toll fraud when a company uses special services from the telephone service provider (for example, when star codes are used). Most telephone service providers offer special services that involve a second dial tone. For example, star codes enable telephone users to obtain services provided by the central office (CO). A star code consists of a star (*) digit followed by a 2- or 3-digit number and is often dialed before an outgoing call.
After receiving certain digits dialed by a user, the CO may provide a second dial tone, prompting the user to enter more digits. If this second dial tone is delayed and the user dials digits before the CO provides the second dial tone, one of the following problems can occur:
■
The central office misroutes the call. In this case, the CO misses the digits dialed before the second dial tone is provided.
■
The user places a call to a restricted number, evading calling restrictions. In this case, a call that should be blocked is not because the first digit that is dialed before the CO provides second dial tone causes the dialed number not to match the restricted number.
Using the second dial tone timer, the system manager can set the time interval during which the CO is expected to provide second dial tone. Once this timer interval is exceeded, users can dial the remaining digits. If users dial the remaining digits before the timer interval is exceeded, the MERLIN LEGEND
Communications System blocks the call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Second Dial Tone Timer
Issue 1
August 1998
Page 606
Considerations and Constraints 1 4
Contact your central office to determine whether there is a delay before second dial tone is returned. If calls are misrouted and dropped when special services requiring second dial tone are used, consider adjusting the second dial tone timer interval.
Feature Interactions
Directories and
Speed Dial
1 4
Marked System Speed Dial entries (entries that do not display) are not affected by the Second Dial Tone setting. If the central office does not immediately supply dial tone when a star code is entered, and a marked
System Speed Dial entry uses star codes, then the appropriate number of pauses (each 1.5 seconds) must be programmed in the entry following each star code.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Service Observing
Service Observing
1 4
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Service Observer
Extension
Observed Extensions
Programming Codes
Service Observing
System Programming
Warning Tone
MLX Display Labels
Issue 1
August 1998
Page 607
1 4
Telephone users
Service Observing, Extension Information
All
MLX
All except QCC and CTI Link
(Centralized Telephone Programming)
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Description 1 4
In Release 6.1 and later systems, this feature allows an observer at an MLX telephone to observe calls at extensions within a Service Observing group.
Observing means that the observer can hear all parties on the call but cannot talk to them.
NOTE:
Service Observing may be subject to federal, state, or local laws, rules, or regulations or require the consent of one or both of the call parties. You must check in your jurisdiction and comply with all applicable laws, rules, and regulations before using this feature. Failure to comply may result in severe penalties.
A Service Observing group can consist of any number of extensions on the local system. It can even include another Service Observer.
Any active call within the Service Observing group can be observed if it meets the following guidelines:
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Service Observing
Issue 1
August 1998
Page 608
■
■
■ An internal or external call must arrive on an SA button, Personal Line,
Cover button, or Pool button.
A call can be observed by only one Service Observer at one time
No more than two internal parties can be on the call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Service Observing
Issue 1
August 1998
Page 609
The following calls cannot be observed:
■ Data call
■
■
Video call
Fax call
■
■
Reminder Service call
Page call
■ Call answered by a Generic or Integrated VMI port. However, a call that is transferred from a Generic or Integrated VMI port can be observed.
To observe an extension, the observer needs only to press a programmed Service
Observing button and dial either an extension number or press a DSS or Auto
Intercom button number for the extension he or she wants to observe.
When the Service Observing button is pressed, the Service Observer hears inside dial tone, the green LED next to the button flashes, and the display prompts the user to enter an extension number or press a DSS button. Once the extension number has been entered or the DSS or Auto Intercom button has been pressed and an extension is successfully being observed, the LED is lit steady and the display shows the observed extension number.
Calls that can be observed appear as a steady red light at the DSS attached to the Service Observer telephone. (A steady red light next to a DSS button also can indicate that the extension has activated Do Not Disturb.) If an extension that cannot be observed is entered by the Service Observer, reorder tone sounds. Any
Service Observer who attempts to observe an extension that is already being observed hears busy tone. Any Service Observer who attempts to observe an extension that already has three internal parties hears confirmation tone, which indicates that Service Observing is pending. See Table 42 .
Table 42. Error Tones
Observer Enters
Audible
Feedback
Invalid Extension Reorder
Non-Extension ID Reorder
Own Extension Reorder
Busy Valid Extension
Already Observed
Valid Extension
3 Internal Parties
Confirmation
Service
Observing Active LED
No
No
No
No
Yes
Off
Off
Off
Off
Green Steady
Display
None
None
None
None
None
Valid Extension
No Active Call
Confirmation
Valid Extension Connected
Yes
Yes
Green Steady None
Green Steady Service
Observing xxxx:
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Service Observing
Issue 1
August 1998
Page 610
When a Service Observer activates Service Observing for an extension that is not active on a call, as soon as a call is answered at that extension, the Service
Observer’s telephone goes off-hook on the speakerphone, and the Mute button turns on. If the Service Observer is using a headset, the headset automatically connects to the call at the observed extension. If the Service Observer is active on another call when a call arrives from the observed extension, no notification is given for the call from the observed extension, and the Service Observer remains on the active call.
Feature code activation is not supported since the Service Observer button is programmed by Centralized Telephone Programming. If a Service Observer wishes to change Service Observing groups or any other status of the extension, the change must be made through Centralized Telephone Programming.
NOTE:
Service Observers must be programmed through Centralized Telephone
Programming to prevent random extension observing by unauthorized extensions. A Service Observing button cannot be copied.
The Service Observer is dropped from a Service Observing call if:
■ The far-end extension hangs up.
■
■
The observed extension hangs up.
The observed extension transfers the call.
■
■
■
The Service Observer hangs up.
Another extension bridges onto the call, thus making the total of local switch extensions more than two.
The Service Observer station uses headset hang-up.
Programming a Service Observing Station/Group 4
Programming a Service Observing button on an MLX telephone to create a
Service Observer must be done through Centralized Telephone Programming.
Three main programming menus are used to:
■
■
Select and enable Service Observers.
Turn off the warning tone option for the group (factory setting is On).
NOTE:
You may turn off the warning tone only if the local jurisdiction does not require one.
■
Specify the members of the Service Observing group.
See the System Programming guide for complete information about programming
Service Observers and groups.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Service Observing
Issue 1
August 1998
Page 611
Warning Tone 2 4
The Service Observing warning tone alerts the observed extension and the other parties on the call that a Service Observer is listening in on the call. The warning tone is a single tone that occurs:
■
■
■ at the beginning of each observed call.
when the observed party takes a call off Hold.
when the observed party conferences in another party.
For each Service Observing group that is programmed through Centralized
Telephone Programming, a warning tone can be programmed to be On or Off. If
Off is selected, no warning tone is heard, and the observed extension and the other parties on the call do not know when the call is being observed. The factory setting is On.
Considerations and Constraints 2 4
Service Observing can be performed only from an MLX telephone. Only one
Service Observing button can be programmed on a telephone.
Only one extension at a time can be observed from one telephone.
Service Observing can be performed on any type of extension except an extension programmed as a QCC or CTI link. If a Service Observer extension converts to a QCC or CTI link, it is removed from the Service Observing group.
Service Observing is available on all line types.
Up to sixteen Service Observer extensions can be programmed on one system.
A Service Observer can observe another Service Observer extension if that extension is a member of the group that the first Service Observer is programmed to observe.
A Service Observer cannot observe another Service Observer who is already observing an extension.
If an extension is being observed, attempts by other Service Observers to observe the extension are denied and reorder tone sounds.
When the warning tone is set to On (the factory setting), the person at the extension being observed and the person at the far-end hear it when the Service
Observer starts to listen in. If warning tone is set to Off, the observed extension and the far-end receive no indication that the call is being observed.
Displays at observed extensions receive no information to indicate that they are being observed.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Service Observing
Issue 1
August 1998
Page 612
If a Service Observer is dropped from a call for any reason, he or she is not added back to the call if conditions change.
A Service Observer cannot activate Service Observing while in the following modes:
■
■
Programming
Feature (if the telephone is off-hook)
■
■
■
■
Test
Administration
Maintenance
Extension Directory
A Service observer cannot activate Service Observing while setting the Alarm
Clock or the Timer on the MLX telephone.
Extensions within a Service Observing group do not lose any functionality during
Service Observing. However, activating any function at the observed extension, such as bridging in a third internal party, drops the Service Observer but does not affect the observed extension.
Service Observers can receive internal calls while observing calls.
Intercom calls at Service Observing Group extensions can be observed.
Voice Announce calls can be observed at either extension, provided the destination is not already active on a call. If a Service Observer receives a Voice
Announce call while on an observed call, the call rings if the speakerphone is already in use.
Voice Announce to Busy calls can be observed at the originating extension, unless the originating extension is a QCC.
A person at an observed extension using End-to-End signaling hears the tones.
The person does not hear the End-to-End signaling used by the Service
Observer’s extension.
If an observed extension presses the Mute button during a call, the observer cannot hear the observed extension until the Mute button is deactivated; however, the Service Observer can hear the other parties on the call. If the Service
Observer presses the Mute button, it has no effect on a call being observed.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Service Observing
Telephone Differences 2 4
Issue 1
August 1998
Page 613
Direct-Line Console (DLC) 2 4
A DLC can be a Service Observer and can be a member of a Service Observing group.
Queued Call Console (QCC) 2 4
Service Observing cannot be programmed on a QCC.
Other Multiline Telephones 2 4
Any MLX telephone can be a Service Observer or a member of a Service
Observing group.
An analog multiline telephone can be a member of one or more Service
Observing groups but cannot be programmed as a Service Observer.
Single-Line Telephones 2 4
A single-line telephone cannot be a Service Observer but can be in a Service
Observing group. A single-line telephone connected to an MFM also can be a member of a Service Observing group.
An off-premise telephone can be a member of a Service Observing group.
MLX Adjuncts 2 4
In Range Out of Building
An IROB telephone can be a member of a Service Observing group. If an IROB telephone is an MLX telephone, it can be a Service Observer.
2 4
Video Endpoint
A video endpoint cannot be programmed as a Service Observer and cannot be observed.
2 4
Feature Interactions
Auto Answer All
Auto Answer
Intercom
2 4
Calls answered by using Auto Answer All can be observed.
Calls answered by using Auto Answer Intercom can be observed. Calls answered by using HFAI can be observed.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Service Observing
Issue 1
August 1998
Page 614
Auto Dial Service Observers can use Inside Auto Dial and DSS buttons to select extensions they want to observe.
If an observed extension uses one-touch Transfer (automatic or manual), the observer is removed from the call when the call is placed on Hold for the transfer. If an observed extension uses One-Touch Hold, the observer is removed from the call; however, the Service Observing session is still enabled. If the Service Observer tries to use one-touch Transfer or Hold while observing an extension, nothing happens.
If a Service Observer has Auto Dial buttons programmed for extensions in its Service Observing group, incoming calls that can be observed lights the green LED next to the Auto Dial button. However, the green LED is not a guarantee that an observable call has arrived; it may simply mean the extension has activated Do Not Disturb.
Automatic Route
Selection
Barge-In
Call Waiting
Calls made by using Auto Dial Outside can be observed.
Calls made by using ARS can be observed when end-of-dialing is reached.
Service Observers can observe external calls that have been barged-in by internal users, either at the barged-in extension or at the extension that has barged-in.
The Call Waiting tone is heard only at the extension that is receiving the call. For example, the Call Waiting tone is not heard by the observed extension if the waiting tone sounds at the Service Observer extension, and vice versa.
Callback
If a Service Observer picks up a Call Waiting call while observing, he or she is dropped from Service Observing.
A Service Observer can observe a Callback call after the called extension answers the call.
Caller ID Service Observers do not receive Caller ID information for an observed call, including Calling Party number, Called Party number, Call Type, and
Facility ID.
Calling Restrictions Service Observers that are Outward or Toll restricted can still observe outside calls.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Service Observing
Conference
Coverage
CTI Link
Direct Line Console
(DLC)
Direct Station
Selector (DSS)
Issue 1
August 1998
Page 615
Service Observing does not interfere with the use of the conference feature by observed extensions. While observing an extension, Service
Observers cannot use the Conference feature; a press of the Conference button is ignored by the system. The consultation portion of a call may be observed. Any member of a conference call that is observed does not receive the conference display.
Service Observing follows the MERLIN LEGEND limitations for calls, namely that no more than three internal extensions can be on one call, regardless if it is an outside or inside call. Consequently, a Service
Observer is dropped from a call when the observed extension places the call on hold for conferencing. If one of the conferencing parties is outside the system, the Service Observer is reconnected when the conference is complete. If the conferencing parties are all internal, the Service Observer is not reconnected when the conference is complete.
Although a Service Observer may be dropped from a conference call, the
Service Observing session is still active for the observed extension. When the observed extension receives another call after the conference call, the
Service Observer is notified.
Selective Drop
An observed extension cannot use Selective Drop to drop a Service
Observer from a call, nor can a Service Observer use Selective Drop to hang up an observed call.
Calls that arrive on Primary or Secondary Coverage buttons can be observed.
Calls that arrive on Group Coverage buttons can be observed.
Calls that go to Group Calling Coverage and are answered by a calling group agent can be observed.
Integrated or Generic VMI ports cannot be members of Service Observing group; a call sent to one of these ports cannot be observed.
Service Observing cannot be programmed on a CTI link. Extensions serving as CTI links cannot be programmed as Service Observers nor as members of Service Observing groups. If an extension is programmed as a CTI link, it is removed as a Service Observer or a Service Observing group member.
CTI user (client) extensions can be Service Observers as well as members of Service Observing groups.
The Service Observer cannot use a CTI application (such as Passageway
Telephony Services or Passageway Direct Connect) while actively observing an extension.
A DLC MLX telephone can be a Service Observer and can be a member of a Service Observing group.
A Service Observer can use a DSS button to enter an extension number to establish an observing session.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Service Observing
Issue 1
August 1998
Page 616
Direct Voice Mail
Directories
Do Not Disturb
When an extension being observed transfers a call by using Direct Voice
Mail, the Service Observer is dropped from that call.
Calls made by using System, Extension, or Personal directories can be observed.
A Service Observer can observe calls even if the observed extension uses the Do Not Disturb feature.
Activating Do Not Disturb at a Service Observer extension does not block the Service Observer from being alerted when a call comes into an observed extension.
When an extension being observed activates Do Not Disturb, this causes the red LED next to the observed extension’s button on the Service
Observer’s telephone or DSS to light.
Forward/Follow Me A Service Observer actively observing an extension may activate or cancel Forward or Follow Me without interrupting the observing. The
Service Observer simply presses the Feature button and dials the feature code and extension number. However, the Service Observer does not hear any progress tones while doing this.
Group Calling A calling group member that answers a call can be observed as long as the calling group is not a voice messaging interface (VMI) calling group. A call coming into a VMI calling group cannot be observed.
Headset Options
If a delay announcement device answers a call, the call cannot be observed while it is at the delay announcement device. If a fax extension has answered a call, the call cannot be observed while it is at the fax extension.
If a Service Observer is a member of a calling group and is observing a call, he or she is considered busy for Group Calling.
A Service Observer with a headset can be a Service Observer and a member of a Service Observing group.
An extension answering a call by using Headset Auto Answer can be observed. If the Service Observer has Headset Auto Answer off and a call comes in to the extension being observed, no zip tone is heard, but the observer’s headset automatically begins listening in on the call. A zip tone is heard in the headset when a regular call (one where the Service
Observer can talk to the caller) comes in.
If an observed extension uses Headset Hang-up to disconnect a call, the observer is dropped from the call. An observing station can use this feature to end the observation of a call.
If an observed extension uses the Headset/Handset Mute feature, the observing station does not hear the person on that extension but can hear the other parties on the call. If the Service Observer uses the
Headset/Handset Mute feature, the observed extension is not aware of it.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Service Observing
Issue 1
August 1998
Page 617
Hold Service Observers cannot place observed calls on Hold. If a person at an observed extension presses Hold, the call is removed from the Service
Observer until the call is re-accessed, at which point the Service
Observer is re-connected to the call (if the extension is still being observed).
If a Service Observer with a DLC programmed for automatic Hold postselects to another button while observing a call, the DLC is disconnected from the observed call. The call is not placed on hold.
Idle Line Preference Pressing a Service Observing button selects an SA or SSA button, regardless of the programming for Idle Line Preference.
Last Number Dial
Messaging
Extensions that use Last Number Dial to place a call can be observed.
If a Service Observer is deleting a Leave Word Calling (LWC) message at an MLX telephone, he or she cannot use Service Observing until the task is completed. If a caller is leaving an LWC message at an extension, the call cannot be observed.
If a Service Observer is retrieving a message or posting a message, he or she can use the Service Observing feature. If an extension returns a call by using Message Return Call, the call can be observed when it is answered.
If a Service Observer on a DLC is using Operator Inspect of Messages at an extension, he or she can observe calls.
Multi-Function
Module
Night Service
Paging
Park
Personal Lines
Pickup
When a Service Observer observes an extension that has activated Do
Not Disturb, the Service Observer does not receive the Do Not Disturb posted message.
While a DLC programmed for Service Observing is using Send/Remove
Message, it can be used to observe extensions
Voice calls to a telephone connected to an MFM can be observed; data and video calls cannot be observed.
If a Night Service call is answered at an extension in a Service Observing group, the call can be observed.
A Group Page call cannot be observed. A Loudspeaker Page call cannot be observed.
A call that is parked cannot be observed. Once an extension answers a parked call, the call can be observed.
Calls made or received on Personal Lines can be observed. A Service
Observer cannot use a Personal Line to observe a call.
Bridging takes priority over Service Observing; an observer is dropped before a bridge is denied. If a call on a Personal Line is being observed and a third internal extension is bridged on to the call, the Service
Observer is dropped from the call.
When an extension answers a call by using Pickup, the call can be observed.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Service Observing
Issue 1
August 1998
Page 618
Pools
Privacy
Queued Call
Console (QCC)
Reminder Service
Remote Access
Ringing Options
If an extension uses Dial Access to make a call, the call can be observed.
A call placed or answered on a Pool button can be observed.
A Service Observer cannot activate Service Observing while off-hook on a Pool button.
Service Observers can observe calls even if the observed extension is using the Privacy feature.
A QCC cannot be a Service Observer or a member of a Service
Observing group. If an extension is on a call with a QCC, the call can be observed at that extension, but not at the QCC’s extension.
Service Observers can observe Reminder Service calls. If a Service
Observer is setting or cancelling Reminder service, he or she can observe calls.
Service Observers can observe a Remote Access call if it is answered at an extension on the local system. Remote Access cannot be used to activate Service Observing.
When a Service Observer is observing an extension and a call comes to the Service Observer’s extension, he or she hears abbreviated ringing.
Saved Number Dial Saved Number Dial calls can be observed.
Signal A Service Observer can manually signal an extension that is being observed. Likewise, the observed extension can manually signal the observing extension. The signal is a separate call from the observed call.
Speed Dial
The ringing options on an extension or button do not affect Service
Observing.
SMDR
If an extension uses Personal or System Speed Dial to place a call, the call can be observed.
SMDR reports do not record the activity of the Service Observer extension for Service Observing calls.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Service Observing
System
Access/Shared
System Access
Buttons
Issue 1
August 1998
Page 619
Bridging takes priority over Service Observing. If another extension bridges onto a call at an observed extension, the Service Observer is dropped.
A Service Observing session can be established only when an SA button is available on which to go off-hook. Similarly, a Service Observer cannot receive notification of an observable call if all the SA buttons on his or her telephone are already in use.
If a Service Observer goes off-hook on a non-SA button, he or she can post-select to an SA button and establish a Service Observing session. If a Service Observer post-selects while observing an extension, he or she is disconnected from the call.
A Service Observer who pre-selects an SA button can establish a Service
Observing session when he or she goes off-hook.
A Service Observer can be off-hook on an SA Originate Only, SA
Ring/Voice Option, or SSA button and initiate Service Observing.
Calls made on SA Originate Only and SA Ring/Voice Option buttons can be observed. A call placed or received on an SSA button can be observed
If a Service Observer is observing a call and there is an SSA button for the SA button the call appears on, the extension with the SSA button cannot bridge onto the call. The SSA button receives the same treatment as if Privacy were active.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Service Observing
Transfer
Issue 1
August 1998
Page 620
A Service Observer cannot transfer observed calls.
If an observed extension transfers a call, the Service Observer is dropped from the call when the transfer is initiated and when it is completed, but the Service Observing session remains active. If the observed extension consults the destination station before the transfer is completed, the
Service Observer hears the consultation. Either extension involved in a consultation can be observed.
If the Service Observer is observing the extension that originally made the call, the Service Observer remains on the call when the transfer is completed.
If the Service Observer is observing the extension that is the destination of the transferred call, the Service Observer hears the call when the transfer is completed.
UDP Features
NOTE:
The most important thing to remember is that a Service Observer observes an extension, not a call. Whenever that extension is active on a call (whether the extension is the originator, the transferrer, or the recipient of the call), the Service Observer can observe the call.
Transfer return and transfer redirect calls can be observed.
Trunk-to-trunk transfer calls drop the observer at the completion of the transfer.
Calls coming across a private network can be observed just like outside calls. A Service Observer cannot observe non-local extensions.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Signal/Notify
Signal/Notify
2 4
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
Signal
Notify, Send
Notify, Receive
MLX Display Labels
Signal
Notify, Send
Notify, Receive
2 4
Telephone users, operators
Extension information
All
All except QCC and single-line telephones
+ ext. no.
+
+ ext. no.
ext. no.
6LJQDO>6LJQO@
1RWLI\6HQG>1WI\6HQG@
1RWLI\5HFHLYH>1WI\5HFY@
Issue 1
August 1998
Page 621
Description 2 4
A user can signal another telephone user without making a call to that extension, using either the Signal feature, which beeps the destination extension, or the
Notify feature, which lights an LED on the destination extension. The meaning of the signal can be prearranged between the sending and receiving users.
Signal 2 4
The Signal feature allows a multiline telephone user to beep another telephone.
To use the feature, press a programmed Signal button without lifting the handset.
A beep is heard at the destination extension for as long as the sender holds the button down.
In addition to sending a beep, the Signal button can be used to see the status of the destination extension. When the destination user lifts the handset or uses Do
Not Disturb, the green LED next to the Signal button turns on.
A user also can use the Signal button to dial the destination automatically.
However, the user must select an SA or ICOM button and either lift the handset or press the Speaker button before using the Signal button; this is different from
Auto Dial, which automatically selects a line and activates the speakerphone.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Signal/Notify
Notify
Issue 1
August 1998
Page 622
2 4
Notify allows a multiline telephone user to light an LED on another telephone. To use this feature, a Send button must be programmed at the sender’s telephone and a Receive button must be programmed at the receiver’s telephone. These buttons are typically labeled with the names of the sender and recipient, for example, “Notify Mary” at the sending telephone and “Call Consuela,” at the receiving telephone.
When the sender presses the Send button, a green LED turns on next to the
Receive button at the receiver’s telephone and the Send button at the sender’s telephone. Both LEDs remain on until either the sender presses the Send button again or the receiver presses the Receive button.
The visual notification, lighting the destination telephone’s LED, is sent only one way, from the sender to the receiver. If both users want to send and receive the visual notification, both telephones must be programmed with Send and Receive buttons. Unlike the Signal feature, Notify cannot be used to see the status of a destination extension, nor can it be used to automatically dial the extension.
Considerations and Constraints 2 4
Signal and Notify can be used even when both users are on the telephone.
Telephone Differences 2 4
Queued Call Consoles 2 4
Notify and Signal buttons cannot be used on QCCs; however, pressing a DSS button sends a signal to the extension associated with the DSS button in the following instances:
■
■
A QCC operator is timed out from dial tone on a Call button or presses the
Forced Release button while listening to dial tone on a Call button.
A QCC operator, with a call in a split condition, presses the Source button after contacting the destination but does not connect both parties by using the Join button. If the operator presses a DSS button, a signal is sent to the destination extension.
Other Multiline Telephones 2 4
Both Signal and Notify require a programmed button (Notify requires two). MLX display telephone users cannot select either of these features from the display.
Single-Line Telephones 2 4
Neither Signal nor Notify can be used on single-line telephones.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Signal/Notify
Issue 1
August 1998
Page 623
Feature Interactions
Auto Dial
Conference
Digital Data Calls
Direct Station
Selector
Do Not Disturb
Group Calling
Messaging
Multi-Function
Module
Privacy
Service Observing
Transfer
UDP Features
2 4
A Signal button and an Auto Dial button cannot be programmed for the same extension. If a user tries to program one of these buttons while the other is already programmed, the feature being programmed erases the previously programmed feature.
Signal and Notify can be used during a conference call.
Signaling can be activated by video systems that have the ability to dial strings and feature codes beginning with #.
A Notify signal can be received at a passive-bus MLX telephone, even when a 2B data or voice call is active.
If a user presses a Signal button programmed with a system operator’s extension while making a call to the system operator, the LED next to the operator’s DSS button changes from flashing to steady while the Signal button is held down.
Signal cannot be used when the destination telephone user activates Do
Not Disturb.
A Signal button cannot be programmed for a calling group.
If a display telephone user presses a Signal button only to send an audible signal with a posted message to a telephone, the posted message is not shown on the display at the destination. However, if a display telephone user selects an SA or ICOM button, lifts the handset, and then uses the Signal button to dial the extension, the posted message is shown at the destination telephone.
When set for supplemental alert adapter operation, an MFM can receive a signal but cannot send one. An MFM cannot receive a signal when set for tip/ring operation.
Users can program and use the Signal and Notify features to signal co-workers who have activated Privacy.
In Release 6.1 and later systems, a Service Observer can manually signal an extension that is being observed. Likewise, the observed extension can manually signal the observing extension. The signal is a separate call from the observed call.
A Signal button can be used to dial the extension during a transfer after the Transfer button and either an SA or ICOM button is pressed. Signal buttons cannot be used to initiate one-touch Transfer.
In Release 6.0 and later systems (Hybrid/PBX mode only), Signal/Notify features do not function across a private network.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Speed Dial
Speed Dial
2 4
Issue 1
August 1998
Page 624
At a Glance 2 4
Users Affected
Reports Affected
Modes
Telephones
System Speed Dial
Personal Speed Dial
Telephone users, operators, data users
Extension Information, System Directory
All
All except QCC
Multiline telephones with ten or fewer buttons, single-line telephones, data equipment
Programming Codes
System Speed Dial
Personal Speed Dial
MLX Display Label
System Programming
+
+
System Speed Dial code
Personal Speed Dial code (01–24) code + tel. no. +
+ dial-out
6\V6SHHG'O>6SG'O@
●
Create, change, or delete System Speed Dial entries:
More
→
/DEHOLQJ
→
'LUHFWRU\
→
6\VWHP
Maximums
System Speed Dial
Personal Speed Dial
130 numbers in the system
40 characters for each number
11 characters for each label
1,200 numbers in the system
24 numbers for each user
28 characters for each number
Factory Settings
System Speed Dial Codes
Personal Speed Dial Codes
600–729
01–24 for 5-button, 10-button, data equipment, and single-line telephones
01–18 for 16-button telephones
Description 2 4
System Speed Dial and Personal Speed Dial allow users to dial outside numbers quickly, using a 2- or 3-digit code.
System Speed Dial 2 4
System Speed Dial lets the system manager program frequently used numbers that can be dialed from any extension (including data workstations) using a 3-digit code.
In Hybrid/PBX mode, numbers can include pool dial-out codes or the ARS code.
When dial-out codes are included, Pause characters may be required immediately following the dial-out code to allow time to receive the telephone company dial tone.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Speed Dial
Issue 1
August 1998
Page 625
System Speed Dial numbers are programmed by using the Labeling feature. The programmed labels include the name of the business or person being called and the number dialed. When a person with a display telephone uses a Speed Dial code to dial the number, the number being dialed appears on the display unless it is a marked Speed Dial number.
For numbers that include confidential information, such as passwords or account billing numbers, the listing can be specifically designated in system programming to suppress the number dialed so that users with display telephones see only the code that is dialed (600–729) and not the number dialed. This is called a marked
System Speed Dial code. When a number is dialed using a marked System
Speed Dial code, any calling restrictions (such as toll or outward restrictions) assigned to the extension are overridden. In addition, the System Speed Dial code is printed on Station Message Detail Recording (SMDR) reports instead of the number.
The range of numbers available for System Speed Dial codes is 600 through 729; this range cannot be changed.
The codes are available to all users except QCC operators. On multiline telephones, line buttons can be programmed with individual 3-digit System Speed
Dial codes. Each System Speed Dial code must be programmed on a separate button.
System Speed Dial numbers are stored in the System Directory. MLX display telephone users can search the directory and select a listing by pressing a display button to dial the number. Users with analog multiline display or nondisplay telephones dial the same numbers either by using the 3-digit System Speed Dial codes or by programming individual System Speed Dial codes onto buttons.
Personal Speed Dial 2 4
Personal Speed Dial allows a user to program up to 24 numbers that can be dialed using a 2-digit code. Personal Speed Dial is used only by single-line telephone users and users with multiline telephones having 16 or fewer buttons— for example, MLX-5, MLX-5D, MLX-10, MLX-10D, or MLX-16DP telephones.
Personal Speed Dial may be used by digital data workstations and modem data-only workstations, but all numbers must be programmed for the communications device through centralized telephone programming.
Personal Speed Dial allows a user to dial a 2-digit code for long numbers that may require, for example, account codes, long-distance company access codes, and area codes. In Hybrid/PBX mode, a Personal Speed Dial number also can include pool dial-out codes or the ARS code. When dial-out codes are included, Pause characters may be required immediately following the dial-out code to allow time to receive the telephone company dial tone.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Speed Dial
Issue 1
August 1998
Page 626
The Personal Speed Dial codes used to select specific programmed numbers are
01 to 24. Because each user has the same codes from which to choose, the telephone numbers for the codes apply only to the extension for which they were programmed.
NOTE:
This feature should be used with BIS-10, MLC-5, MDW 9000, MDC 9000,
MLX-5, MLX-5D, MLX-10, MLX-10DP, MLX-16DP, or MLX-10D phones only . MLX-20L telephone users should program a Personal Directory instead of Personal Speed Dial codes. MLX-28D telephone users and users of analog multiline telephones with more than ten buttons should program Auto Dial buttons instead of Personal Speed Dial codes.
Programming Personal Speed Dial codes on phones with more than ten buttons may delete features already programmed onto those buttons.
Considerations and Constraints 2 4
Personal Speed Dial numbers can be used only with single-line telephones, digital data devices, modem data-only workstations, and multiline telephones with 16 or fewer buttons.
In Release 1.1 later systems, when you are programming Personal Speed Dial on
MLX-5D, MLX-10D, MLX-10DP, or MLX-16DP telephones, select (QWHU from the display after dialing the telephone number. Otherwise, the number is not programmed.
A number dialed using a marked System Speed Dial code overrides any calling restrictions (such as toll or outward restrictions) assigned to the extension.
The following special characters can be used in numbers programmed for Speed
Dial codes: Pause (Hold), Stop (Drop), Flash (Conf), and End of Dialing ( ). See
Appendix H, “Programming Special Characters,” for additional information.
When a pool dial-out or ARS code is included in the dialing sequence associated with a Personal Speed Dial or System Speed Dial code, pauses may be required immediately after the dial-out code to allow time to receive outside dial tone.
Personal and System Speed Dial cannot be used at rotary-dial telephones.
Personal Speed Dial can be used at digital data and modem-only workstations, but must be programmed through centralized telephone programming.
On multiline telephones, line buttons can be programmed with individual System
Speed Dial codes. Each System Speed Dial code must be programmed on a separate button.
Personal Speed Dial should not be confused with Personal Directories. See
for more information.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Speed Dial
Mode Differences 2 4
Issue 1
August 1998
Page 627
Hybrid/PBX Mode 2 4
A pool dial-out code or an Idle Line Preference access code can be included with the telephone number in a Personal Speed Dial or System Speed Dial code. To allow time to receive a local telephone company dial tone, Pause characters may be required immediately following either a pool dial-out code or an access code for a long-distance carrier. Pauses are not needed following the ARS code.
When ARS is used, the pound sign ( ) should be pressed twice after the dialed digits during programming of a Personal Speed Dial or System Speed Dial code for a 7-digit toll number. This signals the end of the dialing sequence. See
Appendix H, “Programming Special Characters,” for information about special
characters.
Behind Switch Mode 2 4
The user can program into Personal Speed Dial or System Speed Dial codes any dial-out codes required by the host system.
To allow time to receive a telephone company dial tone, Pause characters may be programmed after a pool dial-out code. Pause characters may also be required by the host system or after entering an access code for a long-distance carrier.
Telephone Differences 2 4
Direct-Line Consoles 2 4
System Speed Dial numbers can be programmed from the first DLC connected to the first analog extension jack. In extension programming, press the Feature button or pound sign ( ), the 3-digit System Speed Dial code, the outside telephone number, and the pound sign.
Queued Call Consoles 2 4
Personal Speed Dial and System Speed Dial cannot be used to dial numbers on a
QCC. Directory features can be used instead.
Other Multiline Telephones 2 4
System Speed Dial 2 4
To dial a System Speed Dial number, press a System Speed Dial button programmed with the code. Alternatively, lift the handset, press the Feature button, and dial the System Speed Dial code associated with the number. Analog multiline telephone users without programmed Feature buttons should select an
SA or ICOM button, lift the handset, and dial the System Speed Dial code.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Speed Dial
Issue 1
August 1998
Page 628
Personal Speed Dial 2 4
Users of multiline telephones with more than ten buttons should not use Personal
Speed Dial; doing so may delete features already programmed onto buttons. To dial a Personal Speed Dial number on a multiline telephone, press the Feature button and dial the Personal Speed Dial code (01–24) associated with the number. While off hook, or on an SA or ICOM button, at an analog multiline telephone without a programmed Feature button, dial and the Personal Speed
Dial Code.
Starting with Release 1.1, when programming Personal Speed Dial numbers,
MLX-10D and MLX-5D telephone users must select (QWHU from the display after dialing the telephone number.
Single-Line Telephones 2 4
To dial a Personal Speed Dial or System Speed Dial number using a single-line telephone, lift the handset and, while listening to inside dial tone, dial and the
Speed Dial code.
In Release 5.0 and later systems, the first Personal Speed Dial number (code 01) programmed for a single-line telephone is used by the HotLine feature. This inside or outside number is dialed automatically when a user goes off-hook at a singleline telephone programmed as a HotLine. The Personal Speed Dial number may be programmed at the telephone prior to its being assigned as a HotLine extension. Once the extension is programmed as a HotLine extension, programming at the extension can occur only once, and any further programming for the HotLine extension must be performed through centralized programming.
Feature Interactions 2 4
Account Code Entry A System Speed Dial number or a Personal Speed Dial number can be programmed to replace a long account number, but it cannot be programmed to contain both an account number and a telephone number.
Single-line telephones cannot use Personal Speed Dial or System Speed
Dial to dial account codes because the required to use Speed Dial is also used to terminate Account Code Entry.
Allowed/
Disallowed Lists
A user with an outward- or toll-restricted telephone cannot dial an outside number by using a Personal Speed Dial or System Speed Dial code
(excluding a marked System Speed Dial code), unless the number is on an Allowed List assigned to the extension.
A user cannot dial an outside number by using Personal Speed Dial or
System Speed Dial if the number is on a Disallowed List assigned to the extension, unless the number is dialed using a marked System Speed
Dial code.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Speed Dial
Issue 1
August 1998
Page 629
Authorization Code Users cannot enter authorization codes by using a System Speed Dial or
Personal Speed Dial code because these features are activated by dialing . Pressing completes the entry of an authorization code and cannot also be used to activate speed dial features.
Automatic Route
Selection
Callback
Personal Speed Dial and System Speed Dial numbers can include the
ARS code.
When a Stop character is programmed as part of a Speed Dial number, stay on the line, wait for the callback call, and then reactivate Speed Dial.
This signals the system to continue dialing the digits following the Stop character.
Calling Restrictions When a marked System Speed Dial code is used to dial a number, any calling restrictions (such as toll or outward restrictions) assigned to the extension are overridden.
Conference Press the Conf button to enter the Flash special character in a Personal
Speed Dial or System Speed Dial telephone number.
Digital Data Calls Personal and System Speed Dial codes can be used on digital communications equipment (DCE).
Directories
Drop
Hold
HotLine
Labeling
Last Number Dial
Speed Dial codes can be used only on digital video systems that have the ability to dial feature codes or number strings beginning with .
System Speed Dial numbers are stored in the System Directory. MLX display telephone users can dial the numbers by selecting the name from the display. If the number is on a marked System Directory listing, select the listing and dial the number regardless of any calling restrictions (toll and outward) assigned to the extension.
Press the Drop button to enter the Stop special character in a Personal
Speed Dial or System Speed Dial telephone number.
Press the Hold button to enter the Pause special character in Personal
Speed Dial or System Speed Dial telephone numbers.
A HotLine extension (Release 5.0 and later systems) can dial only the first
Personal Speed Dial number (code 01) programmed for the extension.
The end-of-dialing digit, #, should be programmed at the end of the speed
dial number. See Appendix H, “Programming Special Characters,” for
additional information.
The telephone numbers associated with System Speed Dial codes are entered by using the programming screens to program labels for System
Directory listings.
Telephone numbers that are dialed by using Personal Speed Dial are stored by Last Number Dial. However, if the stored number includes a special character, such as Pause or Stop, the special character does not work when the number is redialed by using Last Number Dial. Telephone numbers that are dialed by using a System Speed Dial code are not stored by Last Number Dial.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Speed Dial
Issue 1
August 1998
Page 630
Pools
Recall/Timed Flash
A pool dial-out code can be programmed on Personal Speed Dial and
System Speed Dial numbers. When a pool dial-out code is included in the number dialed, Pause characters may immediately follow the dial-out code to allow time to receive a local telephone company dial tone.
The Conf button is used to enter the Flash special character, which simulates pressing the Recall button in a Personal Speed Dial or System
Speed Dial telephone number.
Saved Number Dial Telephone numbers that are dialed by using a Personal Speed Dial code are stored by Saved Number Dial. If the number includes a special character, such as Pause or Stop, the special characters do not work when the number is redialed by using Last Number Dial. Telephone numbers that are dialed by using a System Speed Dial code are not stored by Saved Number Dial.
Second Dial Tone
Timer
Service Observing
Marked System Speed Dial entries—entries that do not display—are not affected by the Second Dial Tone setting. If the central office does not immediately supply dial tone when a star code is entered and a marked
System Speed Dial entry uses star codes, then the appropriate number of pauses (each 1.5 seconds) must be programmed in the entry following each star code.
In Release 6.1 and later systems, if an extension uses Personal or
System Speed Dial to place a call, the call can be observed.
SMDR When Personal Speed Dial or System Speed Dial is used to dial an outgoing call, the actual digits dialed by the system appear on the report.
However, when a marked System Speed Dial number is used, the Speed
Dial code, rather than the digits dialed, prints on the report.
Transfer
UDP Features
Both Personal and System Speed Dial can be used to dial a transfer destination.
In Release 6.0 and later systems (Hybrid/PBX mode only), non-local dial plan numbers can be programmed as speed dial numbers. System Speed
Dial numbers can only be accessed by local system users.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Station Message Detail Recording (SMDR)
Station Message Detail
Recording (SMDR)
2 4
At a Glance
Users Affected
Reports Affected
Modes
System Programming
Hardware
Maximums
Queue
Called Number Field
Factory Settings
Authorization Code
Talk Time
Calls Recorded
Call Length
Format
Issue 1
August 1998
Page 631
2 4
Telephone users, operators, data users, system manager
System Information ( 6\V6HWXS )
All
●
Select types of outside calls recorded:
2SWLRQV
→
60'5
→
&DOO5HSRUW
●
Select whether to record private-network calls:
2SWLRQV
→
60'5
→
8'3
●
Select minimum duration of calls recorded:
2SWLRQV
→
60'5
→
&DOO/HQJWK
●
Select report format:
2SWLRQV
→
60'5
→
)RUPDW
Select whether authorization code is recorded instead of
● account code (Release 3.0 and later systems only):
2SWLRQV
→
60'5
→
$XWK&RGH
Enable or disable Talk Time option (Release 4.2 and later systems only):
●
2SWLRQV
→
60'5
→
7DON7LPH
Printer needed for reports
100 records
15 digits
Account Code displayed (if entered, Release 3.0 and later systems only)
Disabled (Release 4.2 and later systems only)
Incoming and outgoing calls
40 sec (range 0–255)
Basic
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Station Message Detail Recording (SMDR)
Issue 1
August 1998
Page 632
Description 2 4
Station Message Detail Recording (SMDR) captures detailed information about incoming and outgoing voice and data calls. The information is sent to an output device such as a printer or an optional call accounting or analysis system.
SMDR records are gathered sequentially and sent to the RS-232 SMDR jack on the processor module of the control unit. They can be printed on a serial printer connected to the SMDR jack. To assist further with cost allocation and unauthorized call detection, a Lucent Technologies Call Accounting System (CAS
Plus V3, CAS for Windows, CAT/B, or CAT/H) can be connected to the SMDR jack on the control unit. In Release 4.2 and later systems, the optional MERLIN
LEGEND Reporter software application allows the collection and analysis of calling group call information via a PC running Windows, connected to the SMDR jack on the control unit.
NOTES:
1.
For an overview of the applications that you can purchase separately,
see Appendix I, “Applications.” For more detailed information, see the
application documentation or consult your Lucent Technologies representative.
2.
You cannot have CAS (Call Accounting System) and MERLIN
LEGEND Reporter active at the same time. Use CAS for costing information and MERLIN LEGEND Reporter for analyzing service performance.
Two SMDR report formats are available: the factory-set Basic format and the
ISDN format. The ISDN format is used when the business subscribes to the AT&T
INFO2 ANI service, another ISDN/PRI network service (Release 4.2 and later systems), or to Caller ID service (requiring an 800 GS/LS-ID module for the loop-start lines on which the service is provided). When the ISDN format is selected during system programming, the CALLED NUMBER field of the call report shows the number dialed by a party calling into the system on a line where the service is provided. (Not all calling numbers can be identified; for details, see
.)
Call information can be recorded for incoming and outgoing calls (the factory setting) or for outgoing calls only. In Release 4.2 and later systems, enabling the
Talk Time option permits recording of incoming calls to Auto Login or Auto Logout calling groups, even if SMDR is programmed for outgoing calls only. Incoming calls to other calling groups still strictly adhere to the Call Report type setting.
The system is factory-set to record only calls that last at least 40 seconds. This setting can be changed to timing in the range 0 to 255 seconds. In Release 4.2 and later systems, enabling the Talk Time option permits recording of incoming calls to Auto Login or Auto Logout calling groups, even if the call length is less
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Station Message Detail Recording (SMDR)
Issue 1
August 1998
Page 633 than the programmed minimum number of seconds. Incoming calls to other calling groups still strictly adhere to the minimum call length value.
In Release 6.0 (Hybrid/PBX mode only), any call originating on a tandem trunk appears on the SMDR report, as do any calls originating on or passing through the local system. Calls to non-local extensions are treated as outside calls for the purpose of SMDR. SMDR reports may report calls using more than one call record on more than one system. Depending upon how SMDR is programmed and how calls are routed, you may need to consult several SMDR records to trace a call that is routed over network trunks. To log network calls, SMDR should be programmed to report both incoming and outgoing calls. See the Network
Reference for more details about incoming and outgoing calls.
In Release 6.1 and later systems, the system can be programmed to produce
SMDR reports for tandem trunks connected to other systems in the private network. If the system is programmed to log SMDR records for private-network trunks, all private-network calls are logged. If the system is programmed not to log
SMDR records for private network trunks, no private-network calls are logged for the system unless the call involves an outside line. The factory setting is not to log.
In Release 4.1 and prior systems, incoming call timing (assuming that incoming calls are included in the call report) begins when a user answers the call. In
Release 4.2 and later systems, the same holds true for incoming calls if the Talk
Time option is disabled (the factory setting); if the Talk Time option is enabled, timing on incoming calls to Auto Login and Auto Logout calling groups begins when the call is initially detected in the system, while timing on incoming calls to other calling groups begins when the call is answered.
Timing stops for both incoming and outgoing calls when the call is disconnected.
In Release 2.1 and later systems, call timing for outgoing calls on PRI lines begins when the call is answered at the far end. For outgoing calls, timing begins when dialing is complete, that is, when the system detects the end of dialing. Therefore, no SMDR record is generated for unanswered calls made on these lines.
In Release 4.2 and later systems, the SMDR feature includes enhancements to support sales and customer service calling groups; these improvements are outlined in this topic. They are designed to allow use of the Lucent Technologies
MERLIN LEGEND Reporter software application, which assists in determining the effectiveness of calling group agents, in assessing the level of service provided to incoming callers, and in pinpointing needs for additional lines or agents to provide the best possible service for an organization’s customers.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Station Message Detail Recording (SMDR)
Issue 1
August 1998
Page 634
SMDR Report Fields 2 4
Figure 43 shows a sample SMDR report in ISDN format. The topics that follow describe each of the fields (columns) in an SMDR report.
'$7( 7,0( &$//('180%(57$* '85
& ,1
& ,1
& ,1
& ,1
,
,
'
,
& "
/,1( 671$&&2817 7$/.
Figure 43.
Sample SMDR Report in ISDN Format
A page heading indicates the name of most fields in an SMDR record. Caller ID is available in Release 3.0 and later systems only. The TALK field is available in
Release 4.2 and later systems only. Interpret each field as described in the following topics.
2 4 CALL TYPE (Column 1)
In Basic format, the values in this column have the following meanings:
■
■
& indicates an incoming or outgoing voice call on an analog or digital facility.
' indicates an incoming or outgoing data call on a digital facility.
In ISDN format, Release 2.0 and prior systems, the values in this column have the following meanings:
■
■
■
& indicates an incoming or outgoing voice call on a non-PRI facility.
' indicates an outgoing data call on a PRI facility.
, indicates an incoming voice or data call on a PRI facility.
In ISDN format, Release 3.0 and 3.1 systems, the values in this column have the following meanings:
■
■
& indicates either an outgoing voice call or an incoming voice call without
ANI or Caller ID information.
' indicates an outgoing data call on a PRI facility.
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■
, indicates either an incoming voice call with ANI or Caller ID information, or a data call on a PRI or other facility equipped to receive the caller’s number.
In ISDN format, Release 4.0 and later systems, the values in this column have the following meanings:
■
& indicates either an outgoing voice call or an incoming voice call without
ANI or Caller ID information.
■
■
' indicates an outgoing data call on a PRI, BRI, or T1 facility.
, indicates an incoming voice or data call with ANI or Caller ID information on a PRI, BRI, or other facility equipped to receive the caller’s number.
DATE (Column 2)
The date is shown in mm/dd/yy format with leading zeros.
2 4
In Release 4.1 and prior systems, the reported date is as follows:
■ When an incoming call was answered
■ When an outgoing call was originated (The system detected end of dialing.)
In Release 4.2 and later systems, the reported date is as follows:
■ For Auto Login or Auto Logout calling groups with Talk time enabled, when an incoming call was detected in the system
■
■
When any other incoming call was answered, regardless of the Talk Time option status
When an outgoing call was originated (The system detected end of dialing.)
TIME (Column 3)
The time is shown in hh:mm 24-hour (military) format.
2 4
In Release 4.1 and prior systems, the reported time is as follows:
■ When an incoming call was answered
■ When an outgoing call was originated (The system detected end of dialing.)
In Release 4.2 and later systems, the reported time is as follows:
■ For Auto Login or Auto Logout calling groups with Talk time enabled, when an incoming call was detected in the system
■ When any other incoming call was answered, regardless of the Talk time status
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■ When an outgoing call was originated (The system detected end of dialing.)
CALLED NUMBER (Column 4) 2 4
Depending upon the type of line used for a call and whether it provides caller identification information, this field displays either ,1 or a telephone number. The maximum number of digits printed in this field is 15. A question mark (?) in the
CALL TAG field (Column 5) indicates that the number overflowed because it was longer than 15 digits.
For an incoming call in Basic format, this field displays ,1 . The balance of this topic describes the field’s contents when the ISDN format is used.
In Release 2.0 systems, Column 4 displays the following values for an incoming call in ISDN format:
■
,1 on a non-PRI facility or on a PRI facility where no caller information is available
■ If available, ANI on a PRI facility
In Release 3.0 systems, Column 4 displays the following values for an incoming call in ISDN format:
■
,1 on a non-PRI facility or on any facility where no caller information is available
■ If available, ANI on a PRI facility or Caller ID on a loop-start facility using an
800 GS/LS-ID module
In Release 4.0 and later systems, Column 4 displays the following values for an incoming call in ISDN format:
■
,1 on a non-PRI facility or on any facility where no caller information is available
■ If available, ANI on a PRI or BRI facility or Caller ID on a loop-start facility connected an 800 GS/LS-ID module
For an outgoing call, the CALLED NUMBER field displays one of the following two values:
■ Dialed digits
■ The marked System Speed Dial code when dialed digits are suppressed to address privacy or security concerns
CALL TAG (Column 5) 2 4
This section describes the symbols that appear in call records, in order of
precedence. The last topic in this section explains conditions under which the field
is left blank.
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Asterisk (*). For an incoming call in systems prior to Release 4.2 and in Release
4.2 and later systems with the Talk Time option disabled, this column displays an asterisk (*) only when the caller disconnected after the call was answered anywhere in the system. For an outgoing call, an asterisk (*) indicates that the called party disconnected. If the call was on a loop-start facility without reliable disconnect supervision, no asterisk (*) appears.
In Release 4.2 and later systems when the Talk Time option is enabled, an asterisk is also displayed when a call arrived for an Auto Login or Auto Logout calling group and the caller hung up before talking to a group member, even if the caller was connected to the system. This functionality provides more specific information about these types of calls. For example, an asterisk (*) appears when the caller hung up while waiting in the calling group queue or the QCC overflow queue. An asterisk is also recorded when a call was transferred to an Auto Logout or Auto Logout calling group and the caller abandoned the call while waiting in the queue. In either case, the TALK field records zero (00:00).
Question Mark (?). A question mark (?) appears when the reported telephone number exceeded 15 digits in length.
Ampersand (&). This symbol appears in Release 4.2 and later systems only when the Talk Time option is enabled, only for incoming calls to an Auto Login or
Auto Logout calling group. An ampersand (&) is recorded if the call was answered by the Auto Login or Auto Logout overflow calling group (overflow call). A duration greater than zero (00:00) appears in the TALK field.
NOTE:
If the calling group type is Integrated or Generic Voice Messaging Interface
(VMI), an ampersand does not appear on the incoming call record for an overflow call, even if the overflow receiver is an Auto Login or Auto Logout calling group. In this case, the overflow calling group is considered the intended call destination and the call is not reported as an overflow call. For more information about Auto Login, Auto Logout, Generic VMI, and
Integrated VMI calling group types, see “Group Calling” on page 312
.
Exclamation Point (!). An exclamation point (!) is recorded in Release 4.2 and later systems for incoming calls to an Auto Login or Auto Logout calling group when the Talk Time option is enabled. An exclamation point (!) and a Talk Time duration of zero (00:00) indicate that the call was picked up by someone other than a calling group member. A Talk Time duration greater than zero (00:00) is reported under the following circumstances:
■
■
■
Either the incoming call was answered elsewhere in the system and then disconnected, or
The call was answered by the QCC overflow receiver for the calling group, or
The call was transferred without consultation to an Auto Login or Auto
Logout calling group member who answered the call.
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NOTE:
By comparing the duration of the call (DUR. field) and the TALK field value for eligible calls, you can determine how long the caller waited, beginning at the time when the call arrived at the system. MERLIN
LEGEND Reporter calculates this value, along with others such as the average talk time for agents, to create reports about call center performance.
Blank Field. The CALL TAG field is blank for the following types of calls when neither party abandoned the call after connecting and none of the other symbols apply:
■
■
Outgoing calls when the called number does not exceed 15 digits
In releases prior to 4.2 and in Release 4.2 and later systems with the Talk
Time option disabled, incoming calls where the called party disconnected
■
■
■
■
In Release 4.2 and later systems with the Talk Time option enabled, incoming calls to Auto Login or Auto Logout calling groups where a group member answered the call on a line assigned to the group
In Release 4.2 and later systems with the Talk Time option enabled, incoming calls that are answered by an operator, then transferred to and answered by a Auto Login or Auto Logout calling group
In Release 4.2 and later systems with the Talk Time option enabled, incoming calls first answered by an automated attendant, then transferred to and answered by a Auto Login or Auto Logout calling group
In Release 4.2 and later systems, incoming calls made to extensions other than calling groups programmed for Auto Login or Auto Logout operation, regardless of the Talk Time option
DUR. (Column 6)
The time is shown in hh:mm:ss format with a maximum value of 99:59:59. The system times an outgoing call from the completion of dialing until the call is disconnected.
2 4
In Release 4.1 and prior systems, Column 6 displays the duration of an incoming call. Timing starts when the call is answered and ends when the call is disconnected.
In Release 4.2 and later systems with the Talk Time option enabled, Column 6 records the duration of incoming calls for Auto Login and Auto Logout calling group beginning when the system detects the arriving call. When the Talk Time option is disabled or when the call is not for an Auto Login or Auto Logout calling group, timing starts when the call is answered and ends when it is disconnected.
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LINE (Column 7)
The incoming or outgoing line/trunk used for the call.
2 4
STN. (Column 8)
For outgoing calls, Column 8 displays the extension number where the call was placed.
2 4
In Release 4.2 and later systems, Column 8 displays extension numbers for incoming calls as follows:
■
■
If the Talk Time option is disabled, the extension number that first answered, overridden only when the call is transferred to another extension or parked and picked up by another extension
If the Talk Time option is enabled, the extension number of an Auto Login or Auto Logout calling group member who answered
■ If the Talk Time option is enabled and the calling party disconnected before a member of an Auto Login or Auto Logout calling group answered, either the extension number of the last delay announcement device that handled the call or the calling group member extension number where the call was alerting when the caller hung up. If the call was transferred to the calling group and not handled by a group member or delay announcement device,
Column 8 includes the extension number of the transfer originator.
■ If blank, the caller disconnected while the call waited in the calling group queue for answering by an announcement device or an agent.
In Release 4.1 and prior systems, Column 8 displays the number of the extension where an incoming call was answered, overridden only when the call is transferred to another extension or parked and picked up by another extension.
ACCOUNT (Column 9)
In Release 1.0 and later systems, Column 9 displays the following values:
■
2
The account code, if entered, for an incoming or outgoing call attributed to a specific project, department, or employee for billing purposes
4
■
■
If the incoming call was a successful remote access call, either the 2-digit barrier code ID number (01–16) preceded by six consecutive s, or
, indicating that no barrier code was required, overridden only when an account code was subsequently entered
If the remote access caller failed to enter the correct barrier code, 16 zeros or .
In Release 3.0 and later systems, Column 9 also can display either the authorization code (if entered with the option enabled) or the extension that placed the outgoing call for a call that exceeded the minimum call length. For a
PRI call, the restriction code for the FTS 2000 network (U.S. Federal Government only) is recorded in this field.
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TALK (Column 10) 2 4
This field must be enabled through system programming and is available in
Release 4.2 and later systems only. It applies only to incoming calls directed to
Auto Login or Auto Logout calling groups; for all other types of calls, the field is blank or does not appear at all. The time an agent spent talking to a caller is shown in hh:mm format. The maximum value is 59:59. Talk timing starts when a call is answered by a calling group agent and ends when either party disconnects.
If the agent transfers or parks the call before it is completed, these transitions are included in the elapsed time.
The TALK field displays values as follows:
■ The elapsed time of a call while an Auto Login or Auto Logout group member was on the call
■ If the caller disconnects before a calling group agent answers, an elapsed time of zero (00:00) is reported, even if the call was answered elsewhere in the system.
NOTE:
By comparing the duration of the call (DUR. field) and the TALK field value for eligible calls, you can determine how long the caller waited, beginning when the call arrived at the system. MERLIN LEGEND
Reporter calculates this value, along with others such as the average talk time for agents, to create reports about call center performance.
Considerations and Constraints 2 4
Printing system programming reports has a higher priority than printing SMDR reports. SMDR records are generated when the printing of programming reports is completed. Records are also queued if the printer is turned off, disconnected, runs out of paper, or if a paper jam occurs. Up to 100 SMDR records can be queued.
SMDR records generated after maximum capacity is exceeded may be lost because only the newest 100 records are retained.
System time and date must be set correctly to print accurate SMDR reports.
The maximum number of digits recorded in the CALLED NUMBER field is 15.
When the number included in the CALLED NUMBER field contains both an equal access code and a country code for an overseas call, the maximum digits recorded may not provide enough information for call accounting software to process the call and supply cost data. When more than 15 digits are dialed, the
CALL TAG field displays a question mark ( " ) and the first 15 digits are displayed.
Using the programmed Call Report option, call information can be recorded for incoming and outgoing calls (factory setting) or for outgoing calls only. If SMDR is set to record outgoing calls only, an account code cannot be entered for incoming calls. In Release 4.2 and later systems, enabling Talk Time permits recording of
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In Release 4.1 and prior systems, if an incoming call does not satisfy the minimum call length, the call is not recorded on the SMDR report. In Release 4.2 and later systems, enabling Talk Time permits recording of incoming calls to Auto Login or
Auto Logout calling groups, even if the call length is less than the programmed minimum number of seconds.
In Release 4.1 and prior systems, call duration timing (DUR. field) begins when an incoming call is answered. In Release 4.2 and later systems, this holds true for incoming calls if the Talk Time option is disabled (the factory setting). In Release
4.2 and later systems with the Talk Time option enabled, timing on incoming calls to Auto Login and Auto Logout calling groups begins when the call is initially detected in the system.
Inside calls are not recorded on SMDR reports.
When a user joins a call on a shared line and continues on the call after the originator drops off, SMDR records the total duration of the call, through the time when the last person hung up.
In Release 4.2 and later systems with Talk Time enabled, if a ringing call to an
Auto Login or Auto Logout calling group was picked up by someone in the system and then transferred to and answered by a member of the calling group, an exclamation point (!) appears in the SMDR report’s CALL TAG field. If the calling party disconnected before a member answered, an asterisk (*) appears in the
CALL TAG field, rather than an exclamation point (!), to indicate an abandoned call.
In Release 4.2 and later systems with Talk Time enabled, for incoming calls to an
Auto Login or Auto Logout calling group, an ampersand (&) in the SMDR report
CALL TAG field indicates that an Auto Login or Auto Logout overflow calling group member answered the call. When an incoming call is transferred by an automated attendant to an Auto Login or Auto Logout calling group overflow receiver, the
CALL TAG field is left blank, because this is not considered an overflow call.
Ineligible overflow receivers include members of Integrated or Generic VMI calling groups.
In Release 4.2 and later systems with Talk Time enabled, the TALK field displays a non-zero duration to indicate the elapsed time of an incoming call arriving on a line assigned to an Auto Login or Auto Logout calling group, starting from when the call is answered by a member and ending when the call is disconnected.
In Release 4.2 and later systems with Talk Time enabled, the TALK field displays a non-zero duration for an incoming call routed by an automated attendant or an operator to an Auto Login or Auto Logout calling group. The value indicates the elapsed time of the call, starting from when the call is answered by a member of an Auto Login or Auto Logout calling group and ending when the call is disconnected.
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In Release 4.2 and later systems with Talk Time enabled, the TALK field is left blank for all other incoming and outgoing calls. If the Talk Time option is disabled, the field does not appear on the report.
If a person selects a line and cannot complete the call (for example, due to restrictions), yet remains on the line for more than the programmed call duration, an SMDR record is created, even though a call was never made on that line.
In the event of a power failure, calls are dropped and the SMDR records for those calls are lost.
In Release 2.1 and later systems, an SMDR record is not generated for calls made to loudspeaker paging ports.
Telephone Differences 2 4
Queued Call Consoles 2 4
When a QCC system operator arranges a three-party conference call (the system operator and two other participants) and presses the Release button, the QCC system operator is released from the call, but the other two participants remain connected. However, the QCC operator’s extension number remains on the
SMDR record.
In Release 4.2 and later systems with Talk Time enabled and the QCC queue assigned as the overflow receiver for an Auto Login or Auto Logout calling group, a caller may disconnect while waiting in the QCC queue. In this case, the TALK field records zero (00:00) and the CALL TAG field includes an asterisk ( ) to indicate an abandoned call.
In Release 4.2 and later systems with Talk Time enabled and the QCC queue assigned as the overflow receiver for an Auto Login or Auto Logout calling group, the call may be answered by the QCC operator. In this case, the TALK field records a non-zero duration and the CALL TAG field includes an exclamation point ( ) to indicate a call that was handled by someone who was not a group member.
In Release 4.2 and later systems, if a calling group is programmed as the backup for the QCC queue and all QCC operators are temporarily unavailable, an incoming call is sent to the calling group queue to wait for the next available agent. SMDR records this type of call in the same way that it does other incoming calls to Auto Login and Auto Logout calling groups, as long as SMDR has been programmed for this functionality.
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Feature Interactions 2 4
Account Code Entry The account code is printed in the ACCOUNT field of the SMDR record. If
SMDR is set to record outgoing calls only, an account code cannot be entered on incoming calls. If a remote access barrier code is entered for an incoming call and then an account code is entered, only the account code (not the barrier code ID) appears on the report.
Authorization Code If programmed, all outgoing calls over the minimum call length made using an authorization code are recorded in the SMDR record.
Auto Dial
Automatic Route
Selection
Basic Rate Interface
If an account code is not entered, the ACCOUNT field of the SMDR report contains the authorization code used to obtain calling privileges. If an account code is entered at any time during a call, the account code is stored in the SMDR record.
Auto Dial calls to outside numbers are recorded by SMDR following the same rules that apply to other outside calls.
The CALLED NUMBER field of SMDR reports for systems with ARS shows all digits dialed by the user, including any digits absorbed by the system and the facility used to make the call. The records do not include the ARS dial-out code or any digits added by ARS.
The number of a BRI line is shown in the LINE field of the SMDR report.
Call timing begins when an outgoing call is answered. Therefore, calls that are unanswered at the far end do not have an SMDR call record.
Callback and Call
Waiting
Caller ID
Camp-On
Conference
In Release 4.1 and prior systems, call timing for incoming calls begins when the call is answered. In Release 4.2 and later systems with the Talk
Time option enabled, timing for incoming calls to Auto Login or Auto
Logout calling groups begins when the system detects the call.
SMDR begins measuring the duration of callback calls when the line/trunk is seized and the system begins dialing the call.
In Release 4.1 and prior systems, call-waiting calls are timed as soon as the call is answered.
In Release 4.2 and later systems with the Talk Time option enabled, timing for incoming calls to Auto Login or Auto Logout calling groups begins when the system detects the call.
Calling party numbers for incoming calls (including remote access calls) received on a facility with Caller ID are recorded in the SMDR report only if the SMDR report is set for ISDN format.
If an incoming call is camped on but is not picked up by the other extension, the extension of the user who activated Camp-On is shown in the STN field of the SMDR report. If an incoming call is camped on and picked up by the destination extension, the destination extension is shown in the STN field of the SMDR report.
When a conference call includes inside and outside participants, records are generated only for outside participants. When a call is dropped from a conference, it is considered complete and is recorded.
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Coverage
Forward and
Follow Me
Group Calling
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The extension at which an Individual or Group Coverage call is answered is shown on the SMDR report. In Release 4.2 and later systems, when an
Auto Login or Auto Logout calling group is assigned as a Group Coverage receiver, calls are reported following the same rules that apply to other incoming calls for the group.
If the system is programmed to track both incoming and outgoing calls, two SMDR records are generated when an outside call is forwarded to an outside telephone number. One record shows the incoming call, and the other record shows the call made to the destination telephone number, with the forwarding extension as the originator.
The Remote Call Forwarding number to which incoming calls are to be forwarded is completed by pressing # . The SMDR report includes the with the number for calls forwarded to the number. In Release 6.0 and later systems, if a Pause character is included in a Centrex Transfer via
Remote Call Forwarding dial sequence, it also appears in the report.
In Release 6.0 and later systems, when a call comes into an extension belonging to a principal user and with Centrex Transfer via Remote Call
Forwarding activated, the initial incoming call may be of very short duration. You should set the SMDR feature to record 0 (zero) duration calls in order to capture these calls. However, this may not be desirable in all systems.
In Release 4.1 and prior systems, incoming calls to calling groups are associated with the first extension to answer the call. If an incoming call is answered by a delay announcement device, this extension number is recorded in the SMDR record and is not overridden when the incoming call is answered by a calling group member or its overflow group member.
The timing on incoming calls to calling groups begins as soon as the calling group member or delay announcement device answers the call.
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Group Calling continued
Last Number Dial
Multi-Function
Module
Night Service
Paging
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In addition, Release 4.2 and later systems with Talk Time enabled provide enhanced information about incoming calls to Auto Login or Auto Logout calling groups, helping system managers assess call center performance.
The special characters in the CALL TAG field are described in order of precedence.
■
An asterisk (*) indicates an abandoned call. This occurs when the calling party disconnects before a member of an Auto Login or Auto
Logout calling group answers, even if the call was answered elsewhere in the system.
■
An ampersand (&) indicates an overflow call. If members of an Auto
Login or Auto Logout calling group were not available to handle the incoming call, the call was answered by an Auto Login or Auto
Logout overflow calling group.
■ An exclamation point (!) indicates a call answered by someone other than a group member. This occurs in two situations: when an incoming call on a line assigned to an Auto Login or Auto Logout calling group was answered elsewhere in the system and transferred to and answered by a member of that calling group; or, when an incoming call alerting at the operator was transferred to and answered by someone who was not a member of the calling group. The time that a caller spent waiting to speak to a calling group member may not be optimal.
This data focuses attention on queue time—the elapsed time starting from when the incoming call was detected in the system and ending when the incoming call either was answered by an agent or abandoned by the caller—and may indicate that additional agents are needed to provide the best possible service for an organization’s customers.
In Release 6.1 and later systems, if a UDP or PSTN call must traverse a tie trunk to reach the auto login and auto logout DGC group, the call will treated as if it originated on the PSTN and the queue and talk time will be recorded. Any incoming call that traverses PRI private trunks only is treated accordingly because its origination is unknown.
Using Last Number Dial, all outside calls exceeding the minimum call length are recorded on the SMDR report.
An MFM is treated as an MLX telephone on SMDR reports.
The system waits until the end of dialing before sending a connect message to the MFM. Any digits dialed after the connect message is received are not recorded on SMDR reports.
When Talk Time is enabled in Release 4.2 and later systems and an Auto
Login or Auto Logout calling group is assigned to a Night Service group, calls ring first in the calling group and are reported following the same rules that apply to normal operation.
Paging calls are not reported to SMDR.
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Park
Pickup
Pools
Power-Failure
Transfer
During a commercial power failure, all calls are dropped and no SMDR records are generated for calls made using a power-failure telephone.
Primary Rate Interface and T1
The line/trunk number of a PRI line is shown in the LINE field of the
SMDR report. The restriction code for the FTS 2000 network is shown in the ACCOUNT field.
For outgoing calls in releases prior to 2.1, call timing begins when the PRI line is selected. The CALLED NUMBER field shows the number dialed by the user before any digits were manipulated by ARS or PRI tables
(Network Selection Table, Special Services Selection Table, or
Call-by-Call Services Table). In Release 2.1 and later systems, call timing begins when the call was answered at the far end. Therefore, calls that were not answered are not recorded.
Recall/Timed Flash
If an incoming call was parked but not picked up by the other extension, the extension of the user who activated Park is shown in the STN field of the SMDR record for the call. If an incoming call was parked and picked up by the destination extension, the destination extension is shown in the
STN field of the SMDR report.
The extension of a person answering a call and using Pickup is shown on the SMDR report. In Release 4.2 and later systems when the Talk Time option is enabled, picked-up Auto Login or Auto Logout calling group calls are reported following the same rules that apply to other incoming calls for
Auto Login or Auto Logout calling groups.
For outgoing calls made by using a pool, the line/trunk selected by the system is reported on the SMDR report.
Remote Access
If a multiline telephone user presses the Recall button to get a new dial tone, SMDR timing stops for the previous call and begins for a new call.
Remote access calls are recorded only if SMDR is programmed to track incoming calls. If a barrier code is entered, the barrier code number
(01–16) appears in the ACCOUNT field of the report, preceded by
. If the caller uses remote access to dial an extension and the call is answered, the extension number is shown in the STN (station) field. If the call is not answered at the extension, the STN field is blank.
If no barrier code is required, the ACCOUNT field contains .
Beginning with Release 3.0, if the caller provides an invalid or incomplete barrier code for three attempts, either or 16 zeros are recorded in the ACCOUNT field. If the connection is broken before the third try, the
ACCOUNT field contains . If the caller hangs up after the third attempt, but before receiving reorder tone, the ACCOUNT field may contain either or 16 zeros. If the caller hangs up after the third try and after receiving reorder tone, the ACCOUNT field contains 16 zeros.
If the caller uses remote access to dial out on a line/trunk, the STN field on the first SMDR record is blank. A second record is created for the outgoing call.
Saved Number Dial Using Saved Number Dial, all outside calls exceeding the minimum call length are recorded on the SMDR report.
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Service Observing
Speed Dial
System Access/
Intercom Buttons
Transfer
UDP Features
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In Release 6.1 and later systems, SMDR reports do not record the activity of the Service Observer extension for Service Observing calls.
When Personal Speed Dial or System Speed Dial is used to dial an outgoing call, the actual digits dialed by the system appear on the report.
However, when a marked System Speed Dial number is used, the
System Speed Dial code prints instead of the digits dialed.
When a call is made on a Shared SA button, the SMDR report records the extension number from which the call was made rather than the principal extension number. In Release 4.2 and later systems with the Talk Time option enabled, if an alerting call is answered at an extension with a button for a member of an Auto Login or Auto Logout calling group, it is reported following the same rules that apply to other calls that are answered by non-members.
The number of the extension that hung up on an incoming outside call is shown in the STN field of the SMDR report, regardless of the number of times the call was transferred. For outgoing calls, the number of the extension that dialed the call is shown on the SMDR report, even if the call was later transferred to another extension.
In Release 6.0 and later systems (Hybrid/PBX mode only), any calls originating on a tandem trunk appear on the SMDR report, as do any calls originating on or passing through the local system.
As with Remote Access calls, SMDR reports may report outside calls using more than one call record. Depending upon how SMDR is programmed and how calls are routed, you may need to consult several
SMDR records to trace an outside call that is conveyed over network trunks. Ensure that the system date and time are set accurately on each system that carries these calls. When reviewing reports, keep in mind any time zone differences among networked systems.
If a call travels across a tie trunk connecting two systems to reach the auto login and auto logout calling group, the call is treated as an outside call, and queue time and talk time are recorded. A call traveling across a
PRI tandem trunk connecting two systems is treated appropriately as an inside or outside call because its origin is known.
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Features
System Access/Intercom Buttons
System Access/Intercom Buttons
2 4
Issue 1
August 1998
Page 648
At a Glance
Users Affected
Reports Affected
Modes
SA buttons
ICOM buttons
Telephones
Programming Codes
Assign Buttons
(centralized telephone programming only)
Default: Ring
SA or ICOM
SA or ICOM Originate
Only
Shared SA
Change Button Type
(centralized telephone or extension programming)
Ring
Voice
Send Ring (on principal extension for Shared SA)
On
Off
MLX Display Labels
Assign Buttons
SA or ICOM
SA or ICOM Originate
Only
Shared SA
Change Button Type
Ring
Voice
Maximums
2 4
Telephone users, DLC operators, data users
Extension Information
Hybrid/PBX
Key and Behind Switch
All except QCC
+ primary extension
Centralized telephone programming only, multiline telephones only
6\V$FF (same for SA or ICOM)
6\V$FFRR (same for SA or ICOM)
6KDUH6\V$FF
Centralized telephone programming only, multiline telephones only
9RLFH$QQFH3ODFH5LQJ>9RLFH3ODFH5LQJ@
9RLFH$QQFH3ODFH9RLFH>9RLFH3ODFH9RLFH@
10 SA or ICOM buttons for each extension
27 Shared SA buttons for each multiline telephone
16 Shared SA buttons for each principal extension
3 system users for each call on Shared SA
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Access/Intercom Buttons
At a Glance - Continued
Factory Settings
Button Assignments by
Mode
Direct-Line Consoles
Other Multiline
Telephones and MFMs
Single-Line Telephones
Hybrid/PBX
1 SA Ring
1 SA Voice
1 SA Ring
1 SA Voice
1 SA Originate Only
2 SA Ring
1 SA Originate Only
Ring Additional buttons assigned (including
Shared SA)
Ring Timing Option
Send Ring (on principal extension)
Immediate Ring
On
Issue 1
August 1998
Page 649
Key and Behind Switch
1 ICOM Ring
1 ICOM Voice
1 ICOM Ring
1 ICOM Voice
2 ICOM Ring
Description 2 4
Users access the system by pressing buttons on their telephones. These buttons are called either System Access (SA) or Intercom (ICOM) buttons, depending on the system operating mode. How these buttons operate also depends on the operating mode.
SA Buttons: Hybrid/PBX Mode 2 4
In Hybrid/PBX mode, telephones have SA buttons, which are used as follows:
■ To make an outside call by dialing an ARS code (usually ) and a telephone number
■
■
■
■
To make an outside call by using a pool by dialing the pool dial-out code and a telephone number
To make an inside call
To activate a feature by using a feature code
To receive inside and outside calls, including voice-announced inside calls and transferred calls
An SA button can have one of three attributes:
■ Ring. Button is used to make and receive inside and outside ringing calls.
■ Voice. Button is used to make and receive inside and outside calls. An inside call made on this button is a voice-announced call. If the person receiving the call has a speakerphone and it is not already in use or disabled by having Voice Announce to Busy turned off, the call arrives on the speakerphone. Both parties hear a beep and the called person hears the caller’s voice over the speakerphone. Because voice-announced calls
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Access/Intercom Buttons
Issue 1
August 1998
Page 650
■ cannot be made to single-line telephones, a call made on this button to a single-line telephone is a ringing call, even if the single-line telephone has a speakerphone.
Originate Only. Button is used only to make inside and outside calls. Calls are not received on this button. Its purpose is to ensure that a user always has a button available to make or transfer calls, establish conference calls, answer call-waiting calls, or pick up parked calls. The button can be programmed for either Ring or Voice operation for inside calls.
The default attribute for all SA buttons (including Shared SA buttons), after the factory settings by telephone type, is Ring. The factory setting for Automatic Line
Selection (ALS) is a sequence of SA buttons. Ringing for all types of SA buttons is set by default to Immediate Ring and can be changed to Delay Ring or No Ring
(see “Ringing Options” on page 593
).
Shared SA Buttons: Hybrid/PBX Mode 2 4
Each SA button (whether Ring, Voice, or Originate Only) assigned as a factory setting or through centralized telephone programming is identified with a specific extension. To allow two or more telephone users to join in each others’ conversations and answer each others’ calls, Shared SA (SSA) buttons can be assigned. In a shared arrangement, the SA button identified with the extension is the principal (or primary) button. Up to 16 other multiline telephones can have
Shared SA buttons corresponding to the principal extension. A telephone can have up to 27 SSA buttons for other extensions but can have only one SSA button for a given principal extension. (One of the first 10 buttons must be an SA button.)
The green LED next to a Shared SA button behaves in the same way as it does on the principal extension. When the principal extension or any SSA button corresponding to it is busy on a call, the LED is on at the principal extension and at all Shared SA buttons for that extension. When a call arrives at the principal extension, that extension rings and the LED at its SA button flashes. All telephones with corresponding Shared SA buttons also ring, and the LED at the
Shared SA button flashes.
The telephone user at the principal extension can use Send Ring. This feature overrides Delay Ring programmed for any telephones with SSA buttons for the principal extension. When a call arrives for the principal extension while it is busy, the telephones with the Shared SA buttons for that extension ring immediately.
When Do Not Disturb is turned on at the principal extension, calls do not ring at that extension or at other telephones with Shared SA buttons for that extension.
The principal extension or an SSA button can be used to join a conversation in progress. A maximum of three parties can participate in one call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Access/Intercom Buttons
Issue 1
August 1998
Page 651
NOTES:
1.
SSA buttons cannot be assigned to single-line telephones or other tip/ring equipment connected to a 016, 012, or 008 OPT module. SSA buttons can be assigned to a tip/ring or external alert device connected either to an MFM in an MLX telephone or to a GPA connected to an analog multiline telephone.
2.
Shared SA buttons cannot be assigned when the SA button is on a single-line telephone. A single-line telephone cannot be the principal extension for an SSA button unless the telephone is connected to an
MFM.
ICOM Buttons: Key and Behind Switch Modes 2 4
In Key mode and Behind Switch mode, telephones have ICOM buttons, which are used as follows:
■
To dial the Idle Line Access code (usually ) to select the first idle personal line assigned to the telephone (Key mode only)
■
■
■
To make an inside call
To activate a feature by using a feature code
To receive inside calls, including voice-announced calls, and transferred outside calls
An ICOM button can have one of three attributes:
■
Ring. Used to make inside ringing calls, to receive inside and transferred outside calls, and to dial the Idle Line Access code to select a personal line.
■
■
Voice. Used to make inside voice-announced calls, to receive inside ringing calls, and to dial the Idle Line Access code to select a personal line.
If the person receiving an inside call made from this button has a speakerphone and it is not already in use or disabled by having Voice
Announce to Busy turned off, the call arrives on the speakerphone. Both parties hear a beep and the called person hears the caller’s voice over the speakerphone. Because voice-announced calls cannot be made to single-line telephones, a call made on this button to a single-line telephone is a ringing call even if the single-line telephone has a speakerphone.
Originate Only. Used only to make inside calls. Calls are not received on this button. Its purpose is to ensure that a user always has a button available to make or transfer calls, establish conference calls, answer call-waiting calls, or pick up parked calls. The button can be programmed for either Ring or Voice operation.
The default attribute for all ICOM buttons after the factory settings by telephone type is Ring.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Access/Intercom Buttons
Issue 1
August 1998
Page 652
In Key mode, the factory setting for Automatic Line Selection (ALS) for multiline telephones is a sequence of outside line buttons. The factory setting for ALS on single-line telephones is an ICOM button.
In Behind Switch mode, the factory setting for ALS for both multiline and single-line telephones is the prime line.
Ringing for all types of ICOM buttons is set by default to Immediate Ring and can
be changed to Delay Ring or No Ring (see “Ringing Options” on page 593
).
NOTE:
ICOM buttons are not shared.
Considerations and Constraints 2 4
At least one SA or ICOM button must be assigned to each extension in the system.
SA or ICOM buttons can be assigned or removed only through centralized telephone programming.
On a multiline telephone, SA or ICOM buttons can be assigned only on buttons 1 through 10.
Any SA button can be the principal extension for up to 16 Shared SA buttons on other telephones. Any multiline telephone can have up to 28 SA or SSA buttons, at least one of which must be an SA button. No SA buttons may be assigned beyond line button 10, although SSA buttons may be assigned.
The maximum number of system users who can be on a call on an SSA button
(including the principal extension) is three.
When a call is received at the principal extension, it rings on the principal extension’s SA button, as well as on all corresponding SSA buttons.
SSA buttons cannot be assigned to a single-line telephone. A single-line telephone cannot be the principal extension for a Shared SA button unless the telephone is connected to an MFM.
When two or more users answer the same call on a Shared SA button, the red and green LEDs next to the button go on, but only one person can talk to the caller. Privacy should be used to eliminate competition for the same calls.
Calls received on DID trunks ring on an SA button and on all SSA buttons for the receiving button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Access/Intercom Buttons
Mode Differences 2 4
Issue 1
August 1998
Page 653
Hybrid/PBX Mode 2 4
SA buttons, including Shared SA buttons, are available only in Hybrid/PBX mode.
Key and Behind Switch Modes 2 4
ICOM buttons are available only in Key and Behind Switch modes.
Telephone Differences 2 4
Direct-Line Consoles 2 4
Each DLC is assigned one SA Ring or ICOM Ring and one SA Voice or ICOM
Voice button. Additional SA or ICOM buttons can be assigned to a DLC.
Queued Call Consoles 2 4
A QCC, which uses Call buttons, cannot be assigned SA buttons, including SSA buttons. It cannot be assigned ICOM buttons because the QCC is available only in Hybrid/PBX mode.
Other Multiline Telephones 2 4
In Hybrid/PBX mode, each multiline telephone (except for a DLC) and
Multi-Function Module (MFM) device is automatically assigned one SA Ring, one
SA Voice, and one SA Originate Only button.
In Key and Behind Switch modes, each multiline telephone (including a DLC) and
MFM device is automatically assigned one ICOM Ring and one ICOM Voice button.
Single-Line Telephones 2 4
In Hybrid/PBX mode, each single-line telephone (or other device connected to a
016, 012, or 008 OPT module) is automatically assigned two SA Ring buttons and one SA Originate Only button.
In Key and Behind Switch modes, each single-line telephone (or other device connected to a 016, 012, or 008 OPT module) is automatically assigned two
ICOM Ring buttons.
In releases prior to 4.0, the default assignment of SA or ICOM buttons to singleline telephones is fixed and cannot be changed—no SA or ICOM buttons can be removed or added. In Release 4.0 and later systems, the default assignment of
SA or ICOM buttons can be changed through centralized telephone programming.
A single-line telephone cannot be the principal extension for a Shared SA button, nor can it have SSA buttons unless the telephone is connected to a MFM.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Access/Intercom Buttons
Data/Video Workstations 2 4
Shared SA buttons should not be assigned to video workstations.
Issue 1
August 1998
Page 654
Feature Interactions
Auto Answer All
Auto Answer
Intercom
Automatic Line
Selection
Automatic Route
Selection
Callback
Caller ID
2 4
When Auto Answer All is activated, incoming calls on SA Ring, ICOM
Ring, SA Voice, or ICOM Voice buttons can be answered automatically by the device connected to a General Purpose Adapter (GPA).
If SSA buttons are assigned, they should be programmed for either Delay
Ring or No Ring, and the corresponding SA button at the principal extension should be programmed for Immediate Ring. This prevents calls to the principal extension from being answered simultaneously at the principal extension and at another device with a corresponding Shared
SA button.
Voice-announced calls received at an analog multiline telephone are not answered by a device connected through a GPA because ringing current is not sent to the device.
When the Auto Answer Intercom feature is activated, a Hands-Free Unit
(HFU) cannot be used to answer calls on a Shared SA button.
SA buttons (including Shared SA buttons) or ICOM buttons can be programmed as part of an ALS sequence. You should not interleave different button types (personal line, Pool, SA, or ICOM). For example, in
Hybrid/PBX or Key mode, the sequence might include all SA or ICOM buttons first, then Pool, then personal line buttons.
When a call is made on a Shared SA button, the ARS FRL that applies is the level programmed for the telephone with the button, not the level for the principal extension.
Callback can be used on an SA or ICOM button. When Callback is used on an SSA button, the callback call from the system rings (and the LED next to the button flashes) only at the telephone that originated Callback.
If a user other than the person originating Callback selects a Shared SA button with a queued callback request and lifts the handset, the user hears the queuing tone, and the green LED on the originator’s telephone goes from flashing to on. If the user hangs up, the green LED on the originator’s telephone goes back to flashing and the system directs the callback call to the originator. If the user does not hang up, the system directs the callback call to the user and not to the callback originator.
Both SA and Shared SA extensions display Caller ID information on
Line 1 of the first screen of the display. This information remains on the answering extension’s display and is cleared from the other extensions. If another user picks up on the call, that person sees ,Q8VH and the principal extension user sees the caller information of the person who picked up; it is displayed on Line 2 of the first screen.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Access/Intercom Buttons
Issue 1
August 1998
Page 655
Calling Restrictions When a call is made on a Shared SA button, the calling restrictions that apply are those programmed for the extension with the button, not those for the principal extension.
Call Waiting A telephone is considered busy when all SA or ICOM buttons (except SA
Originate Only or ICOM Originate Only) are in use. The user can dial the Call Waiting feature code to pick up a waiting call only when an SA
Originate Only or ICOM Originate Only button is available.
Conference Calls on SA, Shared SA, or ICOM buttons can be included in a conference call. If a user involved in a conference call on an SA button also has a Shared SA button for one of the conference participants, the call is active at the SA button, not at the SSA button.
Coverage When a Primary Cover, Secondary Cover, or Group Cover button is programmed, a call received on an SA or ICOM button that is eligible for
Individual or Group Coverage remains on the sender’s SA or ICOM button until it is answered at the receiver’s telephone. Once answered by a receiver, the call is removed from the sender’s SA (including Shared
SA) or ICOM button. However, when a calling group is programmed as a
Group Coverage receiver, the call is removed from the sender’s telephone as soon as it is sent from the calling group queue to an available member.
CTI Link
Digital Data Calls
Display
Do Not Disturb
Forward and
Follow Me
Group Calling
Calls received on Shared SA buttons are not eligible for Individual or
Group Coverage.
If a receiver has a Primary Cover, Secondary Cover, or Group Cover button for a sender and also has a Shared SA button associated with the sender, the green LEDs next to both the Cover button and the Shared SA button flash when a call arrives for the sender. In addition, the red LED stays on at the Shared SA button.
CTI (Release 5.0 and later systems) allows software applications on a worktop PC to control these features on the SA buttons of an extension using the application: placing a call on hold, retrieving a call from hold, making calls, inside transfer and three-party conference, answering, and hanging up.
Data calls cannot be presented as voice calls, although users can make data calls using ICOM or SA Voice Announce buttons.
If a user with a display telephone calls an extension and the call is answered at a Shared SA button, the caller’s display shows the principal extension, not the answering extension.
When Do Not Disturb is turned on at the principal extension, calls do not ring at that extension or at telephones with SSA buttons for the extension.
When a telephone user with SSA buttons forwards his or her calls, only calls to his or her extension are affected. Calls ringing on a Shared SA button are not forwarded.
If a calling group member is busy on a Shared SA button, the principal extension is still considered available.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Access/Intercom Buttons
Group Calling continued
Hold
Last Number Dial
Line Request
Messaging
Multi-Function
Module
Issue 1
August 1998
Page 656
If a delay announcement for a calling group is a principal extension that has SSA buttons on other telephones, and if a user uses a corresponding
SSA button to join the announcement while a caller is listening to it, the call is removed from the calling group queue and both parties are connected. (The delay announcement is not disconnected until it finishes playing.)
If a call from the SA button of a user at a principal extension with Shared
SA buttons is waiting in the calling group queue, other users cannot use the corresponding SSA buttons to join the call.
A call put on hold on an SA or Shared SA button can be picked up at the principal extension or at any telephone with an SSA button for that extension, unless Privacy is turned on at the telephone that put the call on hold. The hold reminder tone is heard only at the telephone that put the call on hold.
In releases prior to 2.1, a call on hold on a Shared SA button cannot be transferred by the user who picked up the call. In Release 2.1 and later systems, an inside call on hold at an SA button can be picked up and transferred by a user having an SSA button that corresponds to the button with the held call.
In Release 2.1 and later systems, a call that has been put on hold at a
Cover, SA, Shared SA, or Pool button can be picked up by a user who has a personal line button for the call. When the call is picked up, the green LED next to the personal line lights steadily; however, the call remains on hold at the Cover, SA, SSA, or Pool button. The user who picks up on the personal line cannot transfer the picked-up call. To transfer a call on hold at a Cover, SA, SSA or Pool button, use Pickup instead of picking up on a personal line button.
If Last Number Dial is used on a Shared SA button, the number is stored on the telephone that used the feature, not on the principal extension.
Line Request cannot be used for an SA or ICOM button.
If a Shared SA button is used to leave a message for a display telephone user, the extension of the telephone with the SSA button (not that of the principal extension) is shown in the message. When a principal extension user with an MLX display telephone posts a message and a call is answered at the SSA button, the calling information is cleared from the principal extension. However, the Home screen on which the posted message is shown is not restored. If the principal extension user presses the Home button or makes or receives a call, the Home screen is restored.
One SA Ring or ICOM Ring button and one SA Originate Only or ICOM
Originate Only button should be assigned to a MFM. At least one SA or
ICOM button must be assigned to an MFM. Assigning a Shared SA button to an MFM means that the principal extension can join a call that has already been answered by an answering machine connected to the
MFM.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Access/Intercom Buttons
Night Service
Paging
Park
Personal Lines
Pickup
Primary Rate
Interface and T1
Privacy
Recall/Timed Flash
Reminder Service
Ringing Options
Issue 1
August 1998
Page 657
Night Service calls override any Ring Timing options (Delay Ring or No
Ring) programmed for an SA button and ring immediately. On a Shared
SA button, however, Night Service calls follow the programmed option
(Immediate Ring, Delay Ring, or No Ring).
Announcements using Speakerphone Paging can be made from a
Shared SA button. However, users cannot join a page (as they can other calls) on a Shared SA button.
When a user parks a call made or received on an SA button, Shared SA buttons do not ring when the parked call returns.
When a call on a personal line button is transferred to another user, the call rings on an SA or ICOM button. The LED next to the personal line flashes rapidly to indicate that the call is on hold for transfer. If the call is answered at an SA or ICOM button, the LED next to the personal line lights steadily. If a user shares the personal line appearance and answers the call by using the personal line button, the call is removed from the SA or ICOM button.
An inside call ringing at an SA or SSA button can be answered at another telephone. All associated SA or SSA buttons are cleared.
T1 lines must not be shared between voice and data extensions with
Shared SA buttons. The lines are programmed for either voice-only or data-only service.
If Privacy is turned on at a telephone with a Shared SA button, other users, including the principal extension and other corresponding SSA buttons, cannot join a conversation on the SSA button. If Privacy is turned on after another user joins the conversation, it does not affect that person, but no additional users can join the conversation.
Recall can be used on a ringing or answered inside call made on an SA or ICOM button. When the user is listening to a busy signal, Recall has no effect.
On a call at an SA button, either the principal user or another person who has joined the call on a Shared SA button can use the feature. In Release
2.0 and later systems, Recall can be used on an SA button during an outside call made or received on a loop-start line.
Reminder calls do not ring at SSA buttons.
Ring Timing options (Immediate Ring, Delay Ring, No Ring) cannot be programmed for SA Originate Only or ICOM Originate Only buttons because they do not ordinarily receive calls.
Incoming calls on a Shared SA button ring with the personalized ringing pattern programmed for the telephone with the button (not for the principal extension).
The principal extension of Shared SA buttons can use Send Ring. This feature overrides Delay Ring programmed for any telephones with
Shared SA buttons for the principal extension. When a call arrives for the principal extension while it is busy, the Shared SA buttons ring immediately.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Access/Intercom Buttons
Issue 1
August 1998
Page 658
Saved Number Dial If Saved Number Dial is used on a Shared SA button, the number is stored on the telephone that used the feature, not on the principal extension.
Service Observing In Release 6.1 and later systems, bridging takes priority over Service
Observing. If another extension bridges onto a call at an observed extension, the Service Observer is dropped.
A Service Observing session can be established only when an SA button is available on which to go off-hook. Similarly, a Service Observer cannot receive notification of an observable call if all the SA buttons on his or her telephone are already in use.
If a Service Observer goes off-hook on a non-SA button, he or she can post-select to an SA button and establish a Service Observing session. If a Service Observer post-selects while observing an extension, he or she is disconnected from the call.
A Service Observer who pre-selects an SA button can establish a Service
Observing session when he or she goes off-hook.
A Service Observer can be off-hook on an SA Originate Only, SA
Ring/Voice Option, or SSA button and initiate Service Observing.
SMDR
Transfer
UDP Features
Calls made on SA Originate Only and SA Ring/Voice Option buttons can be observed. A call placed or received on an SSA button can be observed.
If a Service Observer is observing a call and there is an SSA button for the SA button the call appears on, the extension with the SSA button cannot bridge onto the call. The SSA button receives the same treatment as if Privacy were active.
When a call is made from an SSA button, the SMDR report records the extension from which the call is made, not the principal extension.
A transferred call returns only to the telephone that originated the transfer, whether an SA or a Shared SA button.
If a transfer originator has an SSA button for the person receiving the transfer, the LED next to the SSA button flashes to indicate a ringing call.
However, if the transfer originator answers the call, it is disconnected.
For Release 6.0 or later systems (Hybrid/PBX mode only), private network trunks can be used to make and receive calls on an SA or SSA button.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Renumbering
System Renumbering
2 4
Issue 1
August 1998
Page 659
At a Glance 2 4
Users Affected
Reports Affected
Telephone users, operators, data users
ARS, Dial Plan, Extension Directory, Extension Information,
Group Paging, Operator Information, Remote Access (DISA)
Information
Modes All
Telephones All
System Programming Change the 2-digit numbering plan to 3-digit or Set Up Space:
●
6\V5HQXPEHU
→
'HIDXOW1XPEHULQJ
'LJLW'LJLW6HWXS6SDFH
→
Renumber individual extensions or groups of extensions, calling group extensions, Group Paging extension, pool dialout codes, operator park zones, LDN extension, remote access code, ARS access code; or assign the range of
●
● extensions on a DSS:
6\V5HQXPEHU
→
6LQJOH
6\V5HQXPEHU
→
%ORFN
Numbering Range: 0–9950 Maximum
Factory Settings
Numbering Plan
ARS/Idle Line Access Code
Calling Groups
DSS Page 1 button
DSS Page 2 button
DSS Page 3 button
Extra Adjuncts
Extra Extensions
Listed Directory Number
MFMs/Terminal Adapters
Operator
Paging Groups
Park Zones
Pools
Main Pool
Dial-In Tie Trunk
Automatic-In Tie Trunk
Remote Access Code
Extensions
Trunks
2-digit
9 (all numbering plans)
770–791 and 7920–7929 (all numbering plans) starts with Extension 0 starts with Extension 50 starts with Extension 100
6850–6992 (2-digit plan)
6700–6842 (2-digit plan)
800 (all numbering plans)
710–766 (2-digit plan)
300–499 (3-digit plan)
0 (not programmable)
793–799 (all numbering plans); 881–888 (operator only)
70 (all numbering plans)
891 (all numbering plans)
892 (all numbering plans)
889 (all numbering plans)
10–66 (2-digit plan); 100–299 (3-digit plan)
801–880 (all numbering plans)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Renumbering
Issue 1
August 1998
Page 660
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only) where local users will dial extensions on a remote networked system, UDP procedures are used to number these extensions so that local users can reach these extensions as though they were on the local system. This section describes only the numbering for local extension numbers. For detailed
information about numbering non-local dial plan extensions, see “Uniform
Dial Plan Features” on page 710
.
Description 2 4
System renumbering is the process of reassigning extension numbers to all types of extensions, adjuncts, lines/trunks, telephones, ranges of extensions on a DSS,
ARS, calling groups, Idle Line Access, LDN, paging groups, park zones, pools, and remote access.
When the system is turned on, it identifies the type of module installed in each slot in the control unit and automatically assigns extension numbers. When assigning extension numbers, the system begins with the lowest-numbered slot containing extension jacks and assigns numbers starting with the bottom (lowest) jack and moving consecutively up to the top jack. The system then moves in ascending order to the next slot that contains extension jacks and repeats the process.
The factory default assigns 2-digit extension numbers, starting with Extension 10.
Both the number of digits and the extension numbers assigned by the system can be changed to address a company’s needs. For example, extension numbers can match room numbers.
NOTE:
If a user needs a specific extension number, it is simpler to connect the user’s telephone to the extension jack that is already assigned the requested extension number than it is to renumber the jack where the telephone is connected.
Whenever extension numbers are renumbered, the following must be considered:
■ Extension numbers can contain the digits 0 through 9 in any combination, except that no extension number can begin with 0. Zero is a fixed extension number representing the primary system operator. The system also can be programmed to associate 0 with a QCC operator position.
■ Extension numbers can contain one to four digits and must be unique. If you renumber an extension number with one or two digits, you cannot use those digits as the leading digits for a longer extension number. For example, if extension numbers 1, 2, 30, and 40 are assigned to telephones, those numbers cannot be used as the first number in longer extension numbers such as 10, 200, 302, or 4052.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Renumbering
Issue 1
August 1998
Page 661
■
■
Whenever an extension number is renumbered, the original extension number is available for use.
The reserved system-assigned extension numbers (shown in Figures 44 ,
, and 46 ) must be assigned new extension numbers before the original
numbers can be used for anything else.
The system offers three local numbering plans:
■ 2-Digit
■
■
Each of the plans allows renumbering of all or selected extensions (single or block). The system numbering plans, with the numbers they automatically assign,
through 46 and are described in the next three sections.
NOTE:
through 46 show the default settings in the gray spaces.
Extensions can be renumbered to any number shown in the white spaces.
2-Digit Numbering Plan 2 4
The 2-digit numbering plan is the factory setting. This plan is designed for companies that do not anticipate a need for more than 50 extensions in the next one or two years.
equipment, jack, or feature to which they are assigned is indicated within the row.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Renumbering
Issue 1
August 1998
Page 662
5
6
3
4
0
1
2
7
8
9
Extensions
Operator Console (not flexible) 0
Extensions 10–19
Extensions 20–29
Extensions 30–39
Extensions 40–49
Extensions 50–59
Extra Extensions Extra MFMs/
Terminal
Adapters
60–66
Main Pool
70
6700–6842
Adjuncts
767– 769
710–766
Lines/Trunks
800* 801–880
6843–6849
Park
881–888
6850–6992
Calling Groups
770–791,7920–7929
889†
6993–6999
Paging Groups
ARS Access (Hybrid/PBX Mode)/Idle Line Access 9
793–799
Pools
890–899
*
†
LDN (QCC Queue)
Remote Access
Figure 44.
2-Digit Numbering Plan
NOTE:
Extension numbers 0 and 10 both refer to the same operator position in the
2-Digit Numbering Plan.
Each of the first 57 extension jacks defaults to a 2-digit extension number beginning with 10 and ending with 66. The rest of the extensions (extension jacks
67–200) are assigned the 4-digit extension numbers 6700 through 6842.
The extension numbers (710–766) shown for Multi-Function Modules are reserved for MLX extension jacks. These numbers are automatically assigned by the system to adjuncts connected to MLX telephones either using MFMs (such as modems, answering machines, or fax machines) or directly (for example, a terminal adapter). For the first 57 digital extension jacks (numbered 10–66), the extension number assigned to the adjunct is the extension number assigned to the MLX telephone, preceded by a 7. For example, if the extension number assigned to an MLX telephone is 25, the extension number for the MFM adjunct on that telephone is 725. In this example, a call can be made to the telephone by dialing , or to the adjunct by dialing .
Additional extension jacks are shown in Figure 44 as Extra Extensions
(6700–6842), and additional MFMs are shown as Extra Adjuncts (6850–6992). If extra extensions are assigned, the extension numbers for extra adjuncts are assigned by the system to MFM adjuncts. The extension number assigned to the
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MFM adjunct is the extension number assigned to the MLX telephone, increased by 150. For example, if the extension number assigned to an MLX telephone is
6700, the extension number for the MFM adjunct on that telephone is 6850. In this example, a call can be made to the telephone by dialing , or to the adjunct by dialing .
NOTES:
1.
The extension numbers are reserved whether or not adjuncts are connected to MLX telephones.
2.
If you renumber the extension number of an MLX telephone, the system does not automatically change the extension number of the associated adjunct.
3.
Digital adjuncts that use the system’s 2B Data feature use both the adjunct and the main extension number of an MLX extension jack.
(See “Digital Data Calls” on page 200
for more information.)
3-Digit Numbering Plan 2 4
The 3-digit numbering plan is designed for companies with more than 50 extensions. Figure 45 shows the numbers automatically assigned by the system when you renumber the system using the 3-digit numbering plan.
6
7
4
5
2
3
0
1
8
9
Main Pool
70
800*
Operator Console (not flexible) 0
Extensions 101–199
Extensions 200–299
MLX Adjuncts 300–399
MLX Adjuncts 400–499
500–599
600–699
Calling Groups
71–76 770–791, 7920–7929
Lines/Trunks Park
801–880 881–888
889†
ARS Access (Hybrid/PBX mode)/Idle Line Access 9
Paging
Groups
793–799
Pools
890–899
*
†
LDN (QCC Queue)
Remote Access
Figure 45.
3-Digit Numbering Plan
MERLIN LEGEND Communications System Release 6.1
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System Renumbering
Issue 1
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NOTE:
Extension numbers 0 and 100 both refer to the same operator position in the 3-digit numbering plan.
Extensions default to 3-digit extension numbers beginning with 100 and ending with 299.
The extension numbers (300–499) shown for adjuncts are reserved for MLX extension jacks. These numbers are automatically assigned by the system to adjuncts connected to MLX telephones either using MFMs (such as modems, answering machines, or fax machines) or directly (for example, a terminal adapter). The extension number assigned to an MFM or direct adjunct is the extension number assigned to the MLX telephone, increased by 200. For example, if the extension number assigned for an MLX telephone is 125, the extension number for the adjunct on that telephone is 325. In this example, a call can be made to the telephone by dialing or to the adjunct by dialing .
NOTES:
1.
The extension numbers are reserved, whether or not adjuncts are connected to MLX telephones.
2.
If you renumber the extension number of an MLX telephone, the system does not automatically change the extension number of the associated adjunct.
3.
Digital adjuncts that use the system’s 2B Data feature use both the adjunct and the main extension number of an MLX extension jack.
(See “Digital Data Calls” on page 200
for more information.)
Set Up Space Numbering Plan 2 4
The Set Up Space numbering plan is designed for businesses that want to assign extension numbers that vary in length (one to four digits). Variable-length extension numbers may be more meaningful or more convenient; 1-, 2-, 3-, and 4digit numbers can be used in the same system. For example, hotels and motels may want extension numbers to match room numbers, and to assign extensions for services (such as Housekeeping or Room Service) to 1-digit extension numbers.
shows the numbers automatically assigned by the system
when you renumber using the Set Up Space numbering plan. As shown in Figure
46 , the system begins reassigning extension numbers with 7100 and ends with
7299. This makes all numbers beginning with 1 through 6 available for use in renumbering. The new numbers can be from one to four digits long.
NOTE:
Extensions 0 and 7100 both refer to the same operator position in the Set
Up Space Numbering plan.
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The extension numbers (7300–7499) shown for adjuncts are reserved for MLX extension jacks. These numbers are automatically assigned by the system to adjuncts connected to MLX telephones either using MFMs (such as modems, answering machines, or fax machines) or directly (for example, a terminal adapter). The extension number assigned to an MFM or MLX adjunct is the extension number assigned to the MLX telephone increased by 200. For example, if the extension number for an MLX telephone is 7125, the extension number for its MFM adjunct is 7325. In this example, a call can be made to the telephone by dialing or to the adjunct by dialing .
NOTES:
1.
The extension numbers are reserved whether or not adjuncts are connected to MLX telephones.
2.
If you renumber the extension number of an MLX telephone, the system does not automatically change the extension number of the associated adjunct.
3.
Digital adjuncts that use the system’s 2B Data feature use both the adjunct and the main extension number of an MLX extension jack.
(See “Digital Data Calls” on page 200
for more information.)
5
6
3
4
7
0
1
2
8
9
Main
Pool
70
800*
Operator Console (not flexible) 0
100–199
200–299
300–399
400–499
500–599
600–699
MLX Adjuncts 7500–7699 Calling Groups Extensions
7100–7299 7300–7499 770–791,
7920–7929
889† Lines/Trunks Park
801–880 881–888
ARS Access (Hybrid/PBX mode)/Idle Line Access 9
Paging
Groups
793–799
Pools
890–899
*
†
LDN (QCC Queue)
Remote Access
Figure 46.
Set Up Space Numbering Plan
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Renumbering
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Renumbering Extensions and Lines/Trunks 2 4
Table 43 gives a brief overview of the extensions and lines/trunks that can or cannot be renumbered and lists their factory settings.
Single Renumbering
Single Renumbering should be used whenever the extension numbers you are changing to or from are not sequential.
2 4
Single Renumbering can be used to assign a specified extension number to the following: extensions, adjuncts, lines/trunks, telephones, ARS access code, calling groups, Idle Line access code, LDN, paging groups, park zones, pools, and remote access code.
Table 43. Renumbering Extensions
Extensions
ARS Access Code or
Idle Line Access Code
Calling Groups
DSS Page 1 button
DSS Page 2 button
DSS Page 3 button
Extra Adjuncts
Extra Extensions
Listed Directory
Number*
MFMs
Renumbering
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
Yes
No or No Factory Settings
Yes 9
770–791 and 7920–7929 starts with Extension 0 starts with Extension 50 starts with Extension 100
6850–6992 (2-digit plan)
6700–6842 (2-digit plan)
800
710–766 (2-digit plan)
300–499 (3-digit plan)
0 Operator (Primary
System or QCC)
Paging Groups
Park Zones
Pool
Remote Access Code Yes
Extensions Yes
Lines/Trunks
Yes
Yes
Yes
Yes
793–799
881–888 (system operator only)
Main Pool: 70
Dial-in Tie Trunk: 891
Automatic-in Tie Trunk: 892
889
10–66 (2-digit plan)
100–299 (3-digit plan)
801–880
* In Hybrid/PBX mode, an extension is assigned to the LDN (the published main number) for the QCC queue.
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Features
System Renumbering
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In Release 1.1 and later systems, the system is not forced idle when renumbering extensions, ARS access code, calling groups, Idle Line access code, LDN, paging groups, park zones, pools, and remote access code. However, in Release 1.1 and later systems, when you are renumbering a line/trunk, the line is forced idle during the renumbering process.
In Release 1.0 systems, when the system manager uses single renumbering to assign a specified extension number, the system is forced idle during the renumbering process.
Block Renumbering 3 4
Block renumbering can be used only when the extension numbers you are changing from are sequential and the extension numbers you are changing to are sequential. Block renumbering can be used to assign extension numbers to a group of extensions, adjuncts, or lines.
When you are renumbering extensions using block renumbering, the system is forced idle during the process.
DSS Renumbering 3 4
System renumbering is used to assign the beginning extension number in a page .
A page is the range of extension numbers that is assigned to a DSS. A single DSS can have three pages of extension numbers, with 50 extension numbers for each page, for a total of 150 extension numbers. When two DSSs are connected, each page’s capacity is increased to 100 extension numbers. The two connected DSSs can have three pages of extension numbers, for a total of 300 extension numbers.
Page buttons work as Shift keys on a keyboard. When an operator presses a
Page button, he or she selects a page of the DSS, which corresponds to a range of 50 (for a single DSS) or 100 (for two connected DSSs) extension numbers. The factory settings for Page buttons are: the Page 1 button begins with Extension 0, the Page 2 button begins with 50, and the Page 3 button begins with 100.
If two DSSs are attached, the factory setting must be changed so that the difference between extensions assigned to the range is at least 100. For example, assign the Page 1 button to begin with Extension 10, the Page 2 button to begin with Extension 110, and the Page 3 button to begin with Extension 210. Page button assignments should be sequential.
The beginning extension number associated with each Page button is the same for all DSSs and cannot be programmed differently for individual operator positions.
Each Page button can be programmed to begin with any extension number in the range of 0 through 9950 that is a multiple of 50. However, to expedite call handling, the assignments should be sequential. The range starting with the lowest extension number should be assigned to Page 1, the range starting with the next higher extension number should be assigned to Page 2, and the range
MERLIN LEGEND Communications System Release 6.1
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System Renumbering
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August 1998
Page 668 starting with the highest extension number should be assigned to Page 3. You cannot program individual buttons on a DSS.
Operator park zones must be included in the extension number range specified for one of the Page buttons.
Each of the 50 DSS buttons corresponds to one of three extension numbers. The specific extension number is determined by the Page button that the system operator presses. For example, if the first extension number for the Page 1 button is programmed to be Extension 100, the DSS buttons and associated LEDs on a single DSS correspond to Extensions 100 to 149.
Remote Access Renumbering 3 4
The number assigned to a line/trunk can be reprogrammed and used (after appropriate digit deletion and addition) as a remote access code. Users can call in on a line/trunk that has been programmed to supply the remote access code, and reach a system dial tone (barrier code entry should be programmed). From the system dial tone, users can call extensions or calling groups or access a line/trunk
to make an outside call (if permitted). See “Remote Access” on page 578
for more information.
Logical IDs 3 4
A logical ID is a number that is associated with each connection on the communications system. There is one set of logical IDs for extensions and one set for lines/trunks.
Line/trunk logical IDs start numbering at the first jack of the first line/trunk module in the control unit with the number 1 up to the number 80. For most line/trunk modules there is a one-to-one correspondence between the jack and the logical
ID. The exceptions are as follows:
■
■
Each 100D module is assigned 24 logical IDs, although the module has only one physical line/trunk jack.
Each 800 NI-BRI module is assigned two logical IDs for each physical line/trunk jack, for a total of 16 logical IDs.
For extension modules, another set of logical IDs starts numbering at the first jack of the first extension module in the control unit with the number 1 up to 200. For most extension modules there is a one-to-one correspondence between the jack and the logical ID. The exception is the 008 OPT module, which is assigned 12 logical IDs, although the module has only eight physical extension jacks.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Renumbering
Considerations and Constraints 3 4
Extensions do not need to be renumbered in the following cases:
■
■
■
The default 2-digit extension numbers are acceptable.
No special extension numbers are needed.
There are fewer than 50 extensions in the system.
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Any extension number except 0 (system operator) can be renumbered. Line/trunk numbers (801–880) can be renumbered.
After an extension is renumbered, the original extension number is available for use. For example, after Extension 32 is renumbered to 40, Extension 32 is available for use.
System renumbering should not be confused with board renumbering, which is used when modules in the control unit are changed. For additional information about board renumbering, see System Programming .
When you use system renumbering in Release 2.0 or earlier with Integrated
Solution III version 1.0 or 1.1, AUDIX Voice Power erases all messages and greetings for extensions that have been renumbered. This occurs when the automatic reconciliation program runs at 3:00 a.m. The reconciliation program is disabled in Integrated Solution III version 1.2.
Feature Interactions 3 4
Authorization Code Authorization codes are associated with logical IDs, not extension numbers. If extensions are renumbered and the logical IDs for the extensions change, the authorization codes may be reassigned to different extensions.
Automatic Route
Selection
CTI Link
In Hybrid/PBX mode, the ARS access code (factory setting is 9) can be renumbered.
When the system dial plan changes, CTI applications (Release 5.0 and later systems) must use the new extension numbers in any requests. The
Passageway Telephony Services security database should be updated to reflect permissions for the new extension numbers and to clear permissions for the old ones. Some CTI applications may also require updating.
Direct Station
Selector
Group Calling
The beginning extension number for each page is assigned through system programming. The factory settings are as follows: Page 1 button begins with Extension 0, Page 2 button begins with Extension 50, and
Page 3 button begins with Extension 100.
Extensions for calling groups (factory settings 770–791 and 7920–7929) are assigned and can be renumbered through system renumbering.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
System Renumbering
Integrated
Administration
Ringing/Idle Line
Preference
UDP Features
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System renumbering can be done only through system programming on the programming console or with SPM. Integrated Administration never sends system numbering information to the system.
In Key and Behind Switch modes, the Idle Line Access code (factory setting is 9) can be renumbered.
In Release 6.0 or later systems (Hybrid/PBX mode only), a separate numbering plan is provided for non-local dial plan extensions, allowing system managers to enter the ranges of extensions on remote systems.
These ranges are associated with patterns that in turn allow routing over private tandem trunks or over PSTN facilities when appropriate. These ranges must be unique and unambiguous in the local dial plan.
Programming remote extension ranges does not affect the remote system or the extension numbering used within the remote system. When a system is renumbered to the factory-set default, non-local dial plan extension ranges are deleted.
If the dial plan of a remote system in the network changes, the system administrator must determine the impact on all systems in the private network. Changes to the non-local dial plan must be made manually at each system.
Timed Flash
See “Recall/Timed Flash” on page 567
.
3 4
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Tandem Switching
Tandem Switching
3 4
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At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Maximums
Switch identifier numbers
3 4
All
General Trunk Information, Extension Information
Hybrid/PBX
All
Specify the switch type for a PRI tandem trunk connected to a slot in the control unit:
●
/LQHV7UXQNV
(QWHU
→
→
35,
→
6ZLWFK7\SH
→
Dial slot no.
→
Specify switch type
→
(QWHU
→
([LW
→
([LW
●
Specify switch identifiers for a block of tandem facilities:
/LQHV7UXQNV
→
More
→
8'3
→
6Z1XP%ORFN
→
Dial starting trunk in block switch no.
→
→
(QWHU
(QWHU
→
Dial ending trunk in block
([LW
→
([LW
→
([LW
→
Dial
●
Specify a switch identifier for a single tandem facility:
/LQHV7UXQNV
→
More
→
8'3
→
6Z1XP6LQJOH
→
Dial trunk no.
→
(QWHU
→
Dial switch no.
→
(QWHU
→
([LW
→
([LW
→
([LW
To delete an identifier for one trunk:
●
/LQHV7UXQNV no.
→
'HOHWH
→
→
More
([LW
→
→
8'3
→
([LW
→
([LW
→
Dial trunk
●
To delete an identifier for a block of trunks:
/LQHV7UXQNV
→
0RUH
→
8'3
→
6Z1XP%ORFN
→
Dial starting trunk in block
'HOHWH
→
(QWHU
→
Dial ending trunk in block
→
→
([LW
→
([LW
→
([LW
No value = not connected to a networked switch;
1–20 = trunk connected to a non-satellite MERLIN LEGEND
Communications System more than 200 miles away;
21–40 = trunk connected to a satellite MERLIN LEGEND
Communications System less than 200 miles away;
41–50 = trunk connected to a non-satellite non-LEGEND system, for example, a DEFINITY ECS or DEFINITY ProLogix
Solutions system, that is more than 200 miles away;
51–60 = trunk connected to a satellite non-MERLIN LEGEND system, for example, a DEFINITY ECS or DEFINITY ProLogix
Solutions system, that is less that 200 miles away
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Tandem Switching
At a Glance - Continued
Factory Settings
Switch Identifier
PRI Tandem Trunks*
Network Service
Routing
Copy Telephone No. to
Send
No value; facility not networked
Electronic Tandem Network (ETN)
Route directly to UDP
Copy
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* Release 6.0 and later systems only: when the switch type is set to LEGEND-Ntwk or LEGEND-PBX, these settings are made automatically and cannot be changed unless the switch type is changed. You can add or remove B-channels from the assigned B-channel group.
Description 3 4
NOTES:
1.
This topic only summarizes information about private networks.
Detailed information is included in the Network Reference.
2.
DEFINITY ECS and DEFINITY ProLogix Solutions features and operations are beyond the scope of this guide. This book discusses the network from the MERLIN LEGEND Communications Systems’ perspective.
3.
When a network consists of more than two systems, a coordinating system manager should act as a coordinator for all changes to network systems dial plans, non-local dial plans, ARS routing, UDP routing, and remote access. Otherwise, the two system managers should plan together and agree upon any changes that are made subsequently.
In Release 6.0 and later systems (Hybrid/PBX mode only), MERLIN LEGEND
Communications Systems can be networked with one another or with DEFINITY
ECS or DEFINITY ProLogix Solutions communications systems in private networks. In previous releases, this functionality is available using tie lines, but
Release 6.0 provides enhanced functionality. Tandem switching permits a system to route an outside call over a facility that carries the call outside the local system, rather than routing it to an extension connected to the system. Delay-start (T1emulated voice and/or data, or analog) tie trunks or PRI facilities can act as tandem trunks to connect networked systems.
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Tandem Switching
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This section describes how line/trunk operations are set up and used for optimal cost savings and functionality across private networks, including the following topics:
■
■
Switch identifiers
ARS access to lines/trunks on remote networked systems
■
■
Remote access settings to allow network routing
Feature interactions with line/trunk features such as pools and PRI
“Uniform Dial Plan Features” on page 710
describes how the system is set up and used for one aspect of private networks: non-local dial plan extensions, including the following topics:
■ Intersystem calling between extensions located at different systems in a private network
■
■
Details of UDP routing for intersystem calls and other routed calls
Feature interactions across private networks
Tandem switching offers the following features and benefits:
■ Toll Savings. Private networked trunks allow you to realize cost savings on long-distance and toll calls in the two following ways:
■
— Callers on a local system can use ARS to reach the public switched telephone network via outside trunks connected to networked remote systems, decreasing the cost of toll calls. No special dialing is required.
See “Automatic Route Selection (ARS), Uniform Dial Plan Routing, and Remote Access” on page 675
for details.
— In addition, organizations can use private networked trunks to make calls between networked systems, which may be geographically distant
from one another. For details about this functionality, see “Uniform Dial
.
Service Cost Savings. There are two ways that organizations can save on costs incurred from service providers:
— Customers order a point-to-point T1 facility from a service provider, then use system programming to set it up for tandem PRI or tandem T1 services. As necessary, a service provider can provide amplification for these digital tandem trunks, but does not supply switching services.
— Release 6.0 and later systems support fractional use of PRI and T1 facilities through drop-and-insert equipment placed between networked systems that tandem trunks connect. This technique is often used to provide 2B data services on the dropped channels or B-channels, while reserving the remaining lines for voice traffic. All T1 channels (emulated tie and Switched 56 data) and PRI B-channels must still be programmed and all do count towards the system maximum of 80 lines. To learn more
about using and setting up T1 and PRI tandem trunks, refer to “Primary
Rate Interface (PRI) and T1” on page 489
.
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Tandem Switching
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■ Shared Applications. 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 distribute calls throughout the network. It can answer only those calls that arrive on the PSTN trunks 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 speed. For this reason,
PRI is recommended over tie (T1-emulated voice and data or analog) for private networks.
To correctly set up systems for transparent calling among non-local dial plan extensions, the system manager first assigns networking tandem trunks to pools.
For more information, see “Pools” on page 481
. For additional details about
setting up PRI and T1 tandem trunks, see “Primary Rate Interface (PRI) and T1”
on page 489 .
In order to realize the cost savings afforded by tandem switching, system managers must first label networked tandem trunks with switch identifiers, described in the next section.
Switch Identifiers 3 4
Switch identifiers designate, for each networked trunk, the system connected at the other end of the that trunk. The system manager must program switch identifiers to assure proper volume levels on private network trunks and to allow proper routing for calls across the network.
The correct switch identifier for a trunk or block of trunks is determined by the type of switch to which the trunk is connected and whether or not that switch is a satellite switch (located within 200 miles of the local system). It is important to know the distance between systems in order to assure transmission quality. The identifiers are switch numbers that have the following meanings:
■
■
■
■
■
Unassigned, no value = trunk connected to CO (central office)
1–20 = trunk connected to a non-satellite MERLIN LEGEND
Communications System
21–40 = trunk connected to a satellite MERLIN LEGEND Communications
System
41–50 = trunk connected to a non-satellite system that is not a MERLIN
LEGEND Communications System (for example, a DEFINITY ECS)
51–60 = trunk connected to a satellite system that is not a MERLIN
LEGEND Communications System (for example, a DEFINITY ProLogix
Solutions communications system)
A MERLIN LEGEND Communications System is always identified by a number between 1 and 40, whereas DEFINITY ECS or DEFINITY ProLogix Solutions systems are identified by numbers between 41 and 60.
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Tandem Switching
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A switch identifier should be unique across a network. This helps avoid a situation called automatic immediate cycling . For example, when the switch identifiers for the incoming trunks and the automatically selected outgoing trunks for a call match indicating the tandem call would return to the originating switch, another route for the call is selected if possible. However, if all available routes specify systems with matching switch identifiers, the caller hears a fast-busy tone. The call is routed to the destination system and then back to the originating system in a continuous loop, until all available trunks are used.
Once switch identifiers are assigned, the system can be set up for proper routing among networked systems. The next topic provides general descriptions of the steps involved.
Automatic Route Selection (ARS), Uniform Dial
Plan Routing, and Remote Access 3 4
Tandem switching allows network system users to use ARS calls that are carried on private network trunks to non-local systems where they are routed out over public switched telephone network facilities. At the non-local systems to which or through which calls are routed, the calls are received as remote-access calls, even though the callers dial normally without using a remote access code. When an ARS call arrives at a networked system, ARS routes the call cost-effectively either over local lines/trunks accessing the public switched telephone network or over tandem trunks that connect to another networked system.
For example, an organization might have a main office in Boston and subsidiary offices in New Jersey and New York, connected by networked private tandem trunks that link three MERLIN LEGEND Communications 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. To accomplish this, ARS routes the call from New Jersey over tandem trunks, first to the New York system and then to the Boston system. Remote Access features are used at the New York system, through which the call is routed, and at the Boston system, where the outgoing call is sent to the public switched telephone network.
The caller does not dial a remote access code. For example, a user might dial,
.
System A
Origin (NJ) tandem System B
(NY) tandem System C
(Boston)
PSTN
This section discusses the general steps for setting up ARS and Remote Access at the system where calls originate, at any intervening systems, and at the system where the calls are connected to the public switched telephone network. It includes the following two topics:
■ Local Calls Routed to Other Systems. This topic explains the factors that you must consider when you set up your local system so that your users can make ARS calls via public switched telephone network trunks connected to another networked system.
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Tandem Switching
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■ Network Calls Routed via the Local System. This topic explains the factors that you must consider when remote users, calling via ARS from a networked system, use public switched telephone network facilities connected to your own local system and/or have calls routed through your system to another system where they are sent to the PSTN.
“Automatic Route Selection” on page 68
and “Remote Access” on page 578
provide additional general information about these features.
Local Calls Routed to Other Systems
Local system users may use ARS to route calls over tandem trunks to the PSTN facilities connected to a non-local system.
3 4
This arrangement can provide toll cost savings when users need to reach outside numbers that are not in their own local calling area but are local to other systems in a network. It also means that in some cases, a MERLIN LEGEND
Communications System may have only one or two PSTN trunks connected to it for emergency purposes only. Under normal circumstances, the system uses
PSTN facilities connected to another system in the network, which can provide call-volume advantages when buying PSTN services such as domestic longdistance calling.
NOTE:
For intersystem calls among network extensions and for routing of DID and
PRI dial-plan routed calls that are sent across the network, UDP routing is used. It is much like ARS routing, only simpler. Details are provided in
“Uniform Dial Plan Features” on page 710
.
To accommodate certain types of calls, enhance security, and make system programming simpler, the systems in a network should all use the same ARS access code. This code then cannot be included in the non-local dial plan of any networked system, because system programming of the local ARS access code into the non-local dial plan is blocked. If ARS access codes are not all the same, great care must be taken not to program a non-local ARS access code into the non-local dial plan. For example, if the ARS access code is 9, extension ranges such as 9000–9050 should not be programmed. Programming the ARS access code into the non-local dial plan can allow inadvertent access to ARS on a remote system.
For detailed information on modifying ARS in order to allow calling out on PSTN facilities connected to a non-local system in a network, refer to Network
Reference . The general rules are listed below:
■
Assign tandem trunks to a pool or pools including only one type of trunk
(PRI, T1-emulated tie programmed for voice and/or data, or analog tie). For
information about assigning trunks to pools, see “Pools” on page 481
.
For 10xxx and 101xxxx equal access Interexchange Carrier (IXC), Dial 0, and N11 calls from a collocated networked system that is not connected to the PSTN, the tandem trunks must be assigned to the main pool so that
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Tandem Switching
Issue 1
August 1998
Page 677 these calls can be routed across the network to another system’s public switched telephone network PSTN trunks. For equal access calls, the system automatically prepends the local ARS access code, which must match the ARS code of the non-local system.
!
CAUTION:
Unless networked systems are collocated, each system should have at least one loop-start line connected to the PSTN. The line is required to allow connection of a power-failure telephone to the
Power-Failure Transfer (PFT) jack on a module as a power outage backup and for correct routing of emergency and other N11 calls. To ensure that the correct services are reached, if the loop-start line is used for emergency or other N11 calls, it should be assigned to the main pool. In this case, IXC calls determine the number of loop-starts required. Refer to Feature Reference guide for details on the PFT feature.
■
■
■
At the system where calls originate, use one or more ARS tables for routing network calls. The type of table required depends upon how users in your system will employ networked lines. Typically, you might need an Area
Code table. For example, if the remote system is in the 617 area code and your local system is in the 908 area code, the Area Code Table that you set up might include the entry .
All tables that specify tandem trunk pools must prefix the ARS access code of the remote system.
For all fully programmable ARS tables, ARS tables 17 & 18, Dial 0 table, and Special Numbers table, the Remote Access code must not be programmed in the prepended digits attributes table of each table.
At the system where calls are delivered to the PSTN, digit manipulation may also be required. In the example above where calls are routed from the 908 area code to the 617 area code, the system in the 617 area code absorbs . ARS tables can be used, under some circumstances, to send calls to yet another networked system. It may be necessary to add or absorb digits for further routing. For more information refer to Network
Reference .
At the system where calls originate, set up the subpatterns for the table. In doing so, you may wish to check with the non-local system manager to ensure that the local system routes associated with the primary time period
(sub-pattern A) take advantage of non-local system routes associated with the secondary time period (sub-pattern B). If the non-local system is in a different time zone from your own, you may need to take this into consideration as well. For more information refer to Network Reference .
At the system where calls originate, assign appropriate FRLs to the routes and to the extensions that will use the networked lines. Factory settings do not restrict toll calls. At the system where calls reach the PSTN, assign an
FRL to the default COR for the type of tandem trunk (non-tie for PRI and tie
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Tandem Switching
Issue 1
August 1998
Page 678
■
for all others). See “Restrictions” on page 78
Dial Plan Features” on page 710
. For more information refer to Network
Reference .
FRLs are assigned to extensions. These FRLs apply not only to ARS but to non-local UDP routing as well. Plan UDP, ARS, and extension FRLs carefully so that extension users can reach non-local extensions as needed and still be subject to required limitations on toll calling. For more
information about UDP routing, see “Uniform Dial Plan Features” on page
710 . For more information refer to Network Reference .
Assign absorbed and other (prepended) digits as required by ARS at each switch. The local ARS feature must prepend the ARS access code of the remote system.
Network Calls Routed via the Local System 3 4
When non-local users access ARS to dial out over PSTN facilities connected to your local system or to another system connected to yours, your system uses a special form of the Remote Access feature to accommodate these calls. Because calls are routed from one system to one or more other systems, the remote access settings for this purpose are distinct from the Remote Access feature used by individuals who enter a barrier code in order to reach an extension or place an outgoing call on the system.
Non-local users who access your PSTN trunks via ARS and private network trunks do not dial a remote-access barrier code. For security purposes, the system applies the default COR calling restrictions that you assign to all tie (T1emulated voice or data, or analog) or non-tie (PRI) trunks, ignoring the barrier code requirement setting. If remote users connect to your system via tandem PRI facilities, the non-tie restrictions apply; otherwise, the tie restrictions apply. Nontie restrictions apply to tandem PRI trunks only, and tie restrictions apply to tandem tie trunks only. You can program both types of COR if needed, using the following system programming procedure (refer to System Programming guide for detailed instructions).
6<6352*5$0
→
/,1(67581.
→
5(027($&&(66
→
1217,(7,(/,1(6
→
5(675,&7,216
When programming the default COR, change the Calling Restriction option to unrestricted (the factory setting is outward restricted). You should assign
Disallowed List 7 to include; 900, 976, and other types of calls that users should not be allowed to call. When a call is received at a non-local system that routes it to another network system, the FRL assigned to the default COR is compared to the local UDP or ARS route FRL to permit or forbid the routing of the call. For a call to go through, the route FRL must be equal to or less than the default COR
FRL.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Tandem Switching
Issue 1
August 1998
Page 679
!
SECURITY l ALERT:
Networked systems require special attention to security issues. Follow the rules below when setting up and planning your system for network use.
■
■
Ensure that barrier codes are required for incoming remote access calls received on PSTN PRI dial-plan routed and DID facilities, as well as those calls that are made from the local system by dialing the Remote Access code (889, for example). When you program the default COR, turn the barrier code requirement on. This setting is ignored for ARS calls and calls to non-local extensions across the network. However, it is still applied to DID and PRI dial-plan routed remote access calls as well as to calls received on a tandem trunk and routed to a Remote Access code. Because the COR Calling
Restriction must be set to unrestricted for network calling, using barrier codes on these facilities is essential in order to apply security measures. When a Remote Access code is included in the non-local dial plan of the calling system, the caller’s barrier code FRL on the called system is compared to the UDP or ARS route FRL on the called system. See the Feature Reference and “Remote Access
Default Class-of-Restriction Settings” for details.
Extension and ARS FRLs should be carefully and stringently assigned in order to prevent unauthorized trunk-to-trunk transfers to local PSTN facilities.
To implement this operation where ARS calls are routed to or via your system, consult System Programming
, and “Class of Restrictions (COR)” on page 586
in the section about remote access. The following general steps outline the procedures:
■
■
Do not assign the private trunks for remote networked users to remote access.
Set the options listed below for the remote access default COR on your system. If your system is linked to the private network by tandem tie facilities (analog,T1-emulated voice and/or data), assign the settings to all tie trunks. If only tandem PRI trunks link your system to the private network, assign the settings to all non-tie trunks. If both tandem tie and tandem PRI trunks link your system to the private network, assign the remote access default CORs to their respective types of trunks.
— In a network, this setting should be turned on in order to require barrier code entry on calls that arrive from the PSTN over DID or PRI dial-plan routed facilities or that are made by dialing a Remote Access code included in the non-local dial plan. When barrier codes are not required, the remaining default COR settings apply to PSTN calls as well as network calls. This poses a security risk and does not allow adequate protection against toll fraud. The barrier code requirement is ignored for calls on tandem trunks, but the remaining default COR setting does apply to such calls.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Tandem Switching
Issue 1
August 1998
Page 680
■
— This setting determines whether local and/or toll calls are allowed. The factory setting is outward- and toll-restricted. To allow call routing to the
PSTN or to another system in the network, this setting should be changed to unrestricted, allowing the routing of all such calls.
— Use this FRL setting by assigning a restriction level from 0 to 6, 0 is the most restrictive, and 6 is the least restrictive. The FRL value assigned here is the opposite of the FRL value assigned to an ARS route, where a value of 0 is the least restrictive, and a value of 6 is the most restrictive.
The factory setting is 3. To restrict calls from using selected UDP or ARS routes, assign a value that is lower than the FRL assigned to the route.
Network call routes (UDP or ARS) use this default COR FRL and do not use barrier codes. As long as you require barrier codes for the default
COR setting, the barrier code FRL and not the default COR FRL, is applied to remote access calls that arrive on PSTN dial-plan routed PRI facilities or on DID trunks or that are made by dialing a Remote Access code included in the non-local dial plan.
— Do not assign any Allowed Lists.
— Disallowed Lists should be used for the default COR. You should use
Disallowed List 7, which prohibits a variety of calls often made by toll fraud abusers. Review and add to this list as needed. When a
Disallowed List is assigned, ARS calls cannot reach the specific numbers included on the list. When barrier codes are required for the default COR, Disallowed Lists should be assigned to individual barrier codes.
Modify ARS as required. Using the example outlined earlier, a remote user might dial the 617 area code preceded by a 1. If the call would be routed as a local call on your local system, the digits would be absorbed. If not, they might be retained and then absorbed by a networked system connected to your own and located in the 617 area code. For additional information, see System Programming
and “Automatic Route Selection” on
page 68 . For more information refer to Network Reference .
Feature Interactions
Allowed/
Disallowed Lists
3 4
Disallowed Lists should be used for the default COR. You should use
Disallowed List 7, which prohibits a variety of calls often made by toll fraud abusers. Review and add to this list as needed. When a Disallowed
List is assigned, ARS calls cannot reach the specific numbers included on the list. When barrier codes are required for the default COR, Disallowed
Lists should be assigned to individual barrier codes.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Tandem Switching
Automatic Route
Selection
Callback
CTI Link
Digital Data Calls
Issue 1
August 1998
Page 681
In Release 6.0 and later systems (Hybrid/PBX mode only), the ARS access code is accepted over private networked trunks, allowing users in a local system to make calls from lines/trunks connected to a remote system. The system manager programs ARS in order to direct calls over the most cost-effective routes; calls that are local, for example, at a remote networked switch, can be sent out from lines/trunks connected to that system. At the remote system, Remote Access features are used to accept such a call.
Do not program a remote system’s ARS access code into the local system non-local dial plan. For example, if the ARS access code is 9, do not include a range of extensions that begins with 9 . If you attempt to program the local ARS access code into the non-local dial plan, the system blocks the attempt. For security and convenience, it is best if all systems in a network use the same ARS access code.
Because equal access (IXC or Interexchange) calls from a system with no
PSTN trunks require that local and remote ARS access codes match, the local ARS access code is automatically prefixed when these calls are sent to a networked system. You should not use this arrangement unless networked systems are collocated. Otherwise, Dial 0 and Special Number calls (911 calls, for example) do not reach the correct local services.
Callback queuing works for lines/trunks connected to the caller’s local system, including private network tandem trunks. When a call is sent across the network and a non-local system’s trunks are busy, the caller cannot queue the call using Callback.
If a caller attempts Selective Callback upon hearing a busy tone and the busy condition is not derived from the originating system, Selective
Callback has no effect. A caller can use Selective Callback to queue for
Route 1 when all local routes for a networked call are busy.
In Release 6.0 and later systems (Hybrid/PBX mode only), operation for non-local dial plan extension calls, both incoming and outgoing, in
PassageWay Telephony Services applications depends upon the application implementation as well as the type of private networked trunk
(PRI or tie) that carries calls. See “Non-Local Dial Plan Operation
(Release 6.0 and Later Systems Only)” for details.
In Release 6.0 and later systems (Hybrid/PBX mode only), digital data calls between networked systems must travel over PRI tandem trunks or
T1-emulated tie data tandem trunks. 2B data is supported when two
B-channels or T1 channels are available. Digital data calls can take place at 64- and 128-kbps data speeds over tandem PRI trunks that are routed for data-only or voice/data operation. T1-emulated tie data tandem facilities are UDP-routed for data only; 56- and 112-kbps data speeds are supported on these facilities.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Tandem Switching
Night Service
Personal Lines
Pools
Issue 1
August 1998
Page 682
In Release 6.0 and later systems (Hybrid/PBX mode only), if Night
Service is programmed with outward restriction, the restriction does not apply to non-local dial plan calls. Exclusion lists apply only to the local system’s extensions and do not apply to UDP calls.
Transitions into and out of Night Service must be made locally. For example, an operator cannot turn on Night Service at a remote system.
During Night Service operation, a user can call into a shared remote access trunk and use remote access to reach non-local extensions.
During Night Service operation, an intersystem call to a member of a
Night Service group rings at all member extensions.
Transitions into and out of Night Service must be made locally. For example, an operator cannot turn on Night Service at a remote system.
Private trunks should not be assigned to a Night Service group.
To avoid toll fraud, private networked trunks must not be assigned to extensions as personal lines.
All private trunks must be assigned to pools of trunks that are of the same type (PRI, analog tie, T1-emulated tie voice, or T1-emulated tie data). For security reasons, dial access and Pool button access to these pools should not be permitted.
Pool Status buttons show the busy or not-busy status of private trunk pools as well as outside trunk pools.
When PRI tandem trunks are available, their pools should be assigned as
Route 1 for the purpose of UDP routing.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Tandem Switching
Issue 1
August 1998
Page 683
Primary Rate Interface
(PRI) and T1
In Release 6.0 and later systems (Hybrid/PBX mode only), PRI and T1
(emulated tie voice or data tie) facilities can be private tandem trunks. To provide the facility, customers order a point-to-point T1 circuit from a service provider and use system programming to set it up for PRI or T1, but the provider only supplies amplification, not switching services.
When system programming of the DS1 switch type labels a PRI facility as a tandem trunk, the system selects an unused B-channel group
(beginning with Group 80 and counting backward) and assigns all the
B-channels to it. This programming can be changed after the initial assignment.
Drop-and-insert equipment can be placed between systems connected by tandem PRI or T1 trunks to provide fractional service. All channels still count towards the 80-line system maximum and the PRI D-channel must never be dropped.
Remote Access
Voice Messaging
Interface (VMI)
PRI and T1 tandem trunks require the same initial DS1 programming
(clock synchronization, framing format, and so on) that other such facilities do. However, for PRI facilities, routing, network service, and copy telephone number settings are programmed automatically by the system and cannot be changed unless the switch type is modified first.
When a call arrives on a dial-plan routed PRI facility and its digits match an extension on the non-local dial plan, the call is routed to the appropriate remote extension.
Remote access allows non-local network users to access trunks connected to the public switched telephone network, permitting cost savings. Barrier codes are not used for this application of tandem trunks.
Instead, default tie and/or non-tie COR permissions and restrictions are used, depending on whether private network trunks are tie trunks or PRI facilities.
A caller can reach remote access on a networked system by calling in on
DID, PRI dial-plan routed, or dial-in tie trunks or by dialing a remote access code programmed into the non-local dial plan. The remote system applies any required restrictions. The barrier code requirement for the default COR should be turned on.
A remote access caller can call a number in the non-local dial plan
In most cases, each system in a private network should have its own voice mail/auto attendant application. When a single system includes both an auto attendant and all public switched telephone network trunks that call into the application, the auto attendant application can direct calls to non-local dial plan extensions.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Timer
Timer
3 4
At a Glance
Users Affected
Reports Affected
Modes
Telephones
MLX Display Label
3 4
Telephone users, operators
None
All
MLX display and analog multiline telephone users
7LPHU>7LPHU@
Issue 1
August 1998
Page 684
Description 3 4
Each MLX telephone and analog multiline display telephone has a timer to time calls, meetings, breaks, or other events. When activated, the timer appears at the top of the display, next to the date, and starts counting. It counts to 59 minutes and 59 seconds, then resets to zero and continues counting.
MLX Display Telephones 3 4
To start the timer on an MLX display telephone:
1.
Press the Menu button.
2.
Select 7LPHU . If this feature is not displayed, press the More button. The display returns to the Home screen, and the timer starts counting automatically.
To stop the timer on an MLX display telephone:
1.
Press the Menu button.
2.
Select 7LPHU . If this feature is not displayed, press the More button. The display returns to the Home screen, and the timer is no longer displayed.
Analog Multiline Display Telephones 3 4
To use the timer on an analog multiline display telephone:
1.
Press the Time/Timer button.
2.
Press the Start button to reset timer. The timer starts counting at
3.
When finished timing, press the Stop button. The timer stops counting.
4.
Press Time/Timer to return to normal display.
.
NOTE:
If timing a call, the timer does not stop automatically when the call is completed.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Toll Type
Toll Type
3 4
At a Glance
Users Affected
Reports Affected
Modes
Telephone
System Programming
Factory Setting
3 4
Telephone users, operators, data users
General Trunk Information
All
All
●
Designate whether or not a toll prefix is required:
/LQHV7UXQNV
→
7ROO7\SH
Toll prefix required
Issue 1
August 1998
Page 685
Description 3 4
The Toll Type setting allows the system to classify calls as either local or toll, based on the number a user dials. The factory setting for Toll Type requires a user to dial a toll prefix ( or ) before dialing the area code and telephone number for a toll call. In some areas, a toll prefix is not necessary. The factory setting for Toll
Type can be changed to specify that no toll prefix is required for these types of lines/trunks.
Dialing a prefix depends on local telephone company requirements and the type of line/trunk being used.
Considerations and Constraints 3 4
Toll Type does not apply to tie trunks or DID trunks. The local telephone company must be consulted to determine which of the system’s lines/trunks require a toll prefix.
Mode Differences 3 4
Hybrid/PBX Mode 3 4
Systems in Hybrid/PBX mode with ARS always require a user to dial before dialing a 10-digit toll call. Some 7-digit numbers may require dialing as well.
Feature Interactions
Automatic Route
Selection
3 4
In certain areas, the local telephone company requires dialing the prefix 1 for certain exchanges. In these cases, the exchanges can be assigned to a 1 + 7 ARS table, and the 1 + 7 Dial setting must be set to Within Area
Code. This dialing requirement is not related to toll type.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Toll Type
Allowed/
Disallowed Lists
Issue 1
August 1998
Page 686
When lines/trunks with different toll types are connected to the system (for example, basic lines/trunks and PRI facilities), a toll prefix ( or ) may be required for toll calls on some lines/trunks but not on others. In this case, two Disallowed List entries are required to restrict users from dialing specific area codes and/or telephone numbers. For example, to restrict users from dialing calls in the 505 area code on both toll types, one entry must be and the other entry must be . When the Disallowed List is assigned to an extension, the entry restricts users from making calls to the 505 area code on lines/trunks that do not require a toll prefix, and the entry restricts users from making calls (including local calls) to the 505 area code on lines/trunks that do require a toll prefix. The same rules apply to Allowed Lists.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Touch-Tone or Rotary Signaling
Touch-Tone or Rotary Signaling
3 4
Issue 1
August 1998
Page 687
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Factory Settings
DID
Loop-Start/Ground-Start
Tie
Rotary Signaling
3 4
Telephone users, operators
DID Trunk Information, GS/LS Trunk Information, System
Information ( 6\V6HWXS ), Tie Trunk Information
All
All
●
Change individual line/trunk to rotary or touch-tone service:
/LQHV7UXQNV
→
77/6'LVF
→
2XWPRGH
●
Change individual tie trunk to rotary or touch-tone service:
/LQHV7UXQNV
→
7,(/LQHV
→
,QPRGH
●
Change individual tie trunk to rotary or touch-tone service:
/LQHV7UXQNV
→
7,(/LQHV
→
2XWPRGH
●
Change DID trunk block to rotary or touch-tone signaling:
/LQHV7UXQNV
→
','
→
6LJQDOLQJ
●
Change rotary signaling:
2SWLRQV
→
More
→
5RWDU\
→
'HOD\1R'HOD\
Rotary
Touch-tone
Rotary
Delay
Description 3 4
Touch-tone, tip/ring devices, such as single-line telephones or fax machines, are equipped with a dialpad that generates dual-tone multifrequency (DTMF) signals when a dial button is pressed. Analog multiline and MLX telephones are equipped with dialpads that generate digitally coded signals when a dial button is pressed.
The duration of the signal sent is 50 milliseconds (50 ms) and is not adjustable.
A touch-tone receiver (TTR) is required either to make calls from tip/ring equipment or to use the Remote Access feature. TTRs are provided on 400 (LS),
400 GS/LS, 800 DID, 008 OPT, 800 GS/LS-ID, 016 (T/R), and 012 modules.
Normally, these TTRs are sufficient to handle the calls originated from these modules. However, additional TTRs may be needed to support the following services:
■
■
■
Tie trunks and T1-emulated tie trunks set for DTMF signaling
Tandem tie trunks and T1-emulated tandem tie trunks used in a private network (Release 6.0 and later systems)
Remote Access
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Touch-Tone or Rotary Signaling
Issue 1
August 1998
Page 688
■
■
■
■
■
■
■
■
■
■
■
■
■
Account Code Entry
Authorization Codes
IS II/III AUDIX Voice Power
IS II/III Integrated Voice Power Automated Attendant
IS III Fax Attendant
MERLIN MAIL
MERLIN LEGEND Mail
Messaging 2000
Enhanced Service Center (ESC)
Lucent Technologies Attendant
Intuity CONVERSANT
Intuity AUDIX
Message-Waiting light updating for Centralized Voice Messaging when the updating codes are sent over tandem tie or T1-emulated tandem tie trunks
(Release 6.1 or later systems, Hybrid/PBX mode only)
NOTE:
When Messaging-Waiting light updates are sent over PRI tandem trunks, no TTRs are needed.
■
Group Calling: Prompt-Based Overflow setting (Release 6.0 and later systems)
If more TTRs are needed to support the services listed above, 400 GS/LS
modules can be added. Each 400 GS/LS module provides four TTRs. Table 44
shows the estimated number of TTRs needed for the operation of the communications system, depending on the system’s call volume and the use of account codes. Additional TTRs may be required to support voice messaging
systems and delay announcement devices used by calling groups (see Tables 45 ,
NOTE:
You must consider the call traffic across a private network when estimating the number of required TTRs. This includes calls on analog tandem tie trunks and T1-emulated tandem tie trunks. In addition, if your private network includes Centralized Voice Messaging, you must consider the call traffic coming across the private network for the voice messaging system and the TTRs required for the updating of Message Waiting lights (Release
6.1 or later systems). For this updating, a TTR is required at the sending end and the receiving end. If the systems in the private network are connected by PRI trunks, no additional TTRs are needed.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Touch-Tone or Rotary Signaling
Issue 1
August 1998
Table 44 is based on the assumption that the system already has basic telephones, remote access, and tie trunks.
Table 44. System Requirements for TTRs
Page 689
Calls per Hour
110
180
350
420
610
710
TTRs Required
No Account Codes Used Account Codes Used
2 4
4
4
6
8
6
6
8
8
10
10
If one or more voice messaging systems are used, additional TTRs are needed
(see Table 45 ).
Table 45. TTRs Required by Voice Messaging Systems/Auto Attendants
No. of VMS Ports
1
2
3
4
6
8
12
*
16
18
No. of TTRs Required
1
1
2
2
3
4
6*
8
8
* If a 12-port MERLIN LEGEND Enhanced Service Center is used,
8 TTRs are required.
In Release 6.0 and later systems, when you program a calling group for Prompt-
Based Overflow, additional TTRs are required for primary and secondary delay
announcement devices (see Tables 46 and 47 ).
NOTE:
If no announcement is used on a primary or secondary delay announcement device, no TTRs are needed.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Touch-Tone or Rotary Signaling
Issue 1
August 1998
Page 690
Table 46. TTRs Required for Primary Delay Announcement Devices When
Using Prompt-Based Overflow
No. of Devices
1
2
5
6
3
4
7
8 or more
No. of TTRs Required
1
2
4
5
3
4
5
6
Table 47. TTRs Required for Secondary Delay Announcement Devices
When Using Prompt-Based Overflow
No. of Devices
1
2
5
6
3
4
7
8
9
10 or more
No. of TTRs Required
1
1
2
2
1
2
3
4
3
3
Follow these steps to calculate the number of TTRs required by the system:
1.
Total the TTRs needed for the volume of calls per hour (see Table 44 ).
NOTE:
You must consider the call traffic across a private network when estimating the number of required TTRs. This includes calls on analog tandem tie trunks and T1-emulated tandem tie trunks. In addition, if your private network includes Centralized Voice
Messaging, you must consider the call traffic coming across the private network for the voice messaging system and the TTRs required for the updating of Message Waiting lights (Release 6.1 or later systems). For this updating, a TTR is required at the sending end and the receiving end. If the systems in the private network are connected by PRI trunks, no additional TTRs are needed.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Touch-Tone or Rotary Signaling
Issue 1
August 1998
Page 691
2.
Calculate the number of TTRs required by the voice messaging system(s)
3.
Calculate the number of TTRs needed for delay announcement devices,
both primary and secondary (see Table 46 and Table 47 ). If no
announcement is used on a primary or secondary delay announcement device, no TTRs are needed.
4.
Calculate the total TTRs available on the system by adding the TTRs on the modules that supply them (see Table 48 .)
5.
Compare the total number of TTRs required by the system to the total number of TTRs provided by the modules in the system. If the number required is greater than the number provided, one or more modules must be added to the system.
Table 48. Modules with TTRs
Module
008 OPT
012
016 (T/R)
400 GS/LS
400 (LS)
800 DID
800 LS-ID
MERLIN LEGEND Mail module
No. of TTRs
2
2
4
2
4
4
2
2
TTR Settings 8 4
A TTR is allocated for 24 seconds at the beginning of the call and is reset to 24 seconds each time another digit is entered. If a digit is not dialed within the time frame, the TTR is removed from the call and the following occurs, depending on whether the call is an inside or outside call:
■
■
An inside call is disconnected after 24 seconds.
For an outside call, the user hears a recording or a fast busy tone; then the call is disconnected.
The system is factory-set to generate touch-tone signals for all lines/trunks, except tie trunks, when users dial outside calls. The factory setting can be changed for individual rotary trunks so that touch-tone signals are converted to rotary pulses for transmission to the central office.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Touch-Tone or Rotary Signaling
Issue 1
August 1998
Page 692
Rotary signaling can be set for Delay or No Delay. Delay is the factory setting; it makes the rotary pulse inaudible to the telephone user and delays sending the dialed number from the control unit to the line/trunk until the user is finished dialing.
Considerations and Constraints 8 4
Tie trunks are set up either to send signals to or receive signals from another
PBX, or they are set up to be bidirectional, that is, to send and receive signals. If the system has bidirectional tie trunks, the signaling can be set for both directions independently. For example, outgoing (outmode) signaling can be rotary and incoming (inmode) can be touch-tone. Consult the local telephone company for more information.
The audible feedback for touch tones generated when a user presses a dialpad button can be heard by any user who shares a personal line or a Shared SA button with the telephone that is used to make a call. Therefore, when dialing confidential numbers such as passwords or account information, the user should take precautions, such as activating Privacy, to prevent others from hearing the touch tones.
Touch-tone dial mode cannot be programmed for DID trunks that are immediate start.
Touch-tone dial mode cannot be programmed for incoming, immediate tie trunks.
Touch-tone, single-line telephone users cannot make calls using individual lines/trunks programmed for rotary operation. The touch-tone signals generated from the telephone while dialing are transmitted to the central office at the same time the rotary signals are sent by the system. The central office receives both signals and cannot process the call.
Mode Differences 8 4
In Behind Switch mode, the factory setting for rotary signaling should be changed to No Delay.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
Transfer
8 4
Issue 1
August 1998
Page 693
At a Glance 8 4
Users Affected Telephone users, operators
Reports Affected Operator Information, SMDR, System Information
( 6\V6HWXS )
Modes All
Telephones All
Programming Code
MLX Display Label
(Behind Switch mode only)
7UDQVIHU>7UDQV@
System Programming
●
To program the Transfer button in Behind Switch mode:
2SWLRQV
→
%HKLQG6ZLWFK
→
7UDQVIHU
To specify how long a transferred call goes unanswered
● before returning:
2SWLRQV
→
7UDQVIHU
→
5HWXUQ7LPH
To assign one-touch Transfer (with either automatic or manual completion) or one-touch Hold:
●
2SWLRQV
→
7UDQVIHU
$XWRPDWLF+ROG
→
2QH7RXFK
→
7UDQVIHU0DQXDO
●
To select button type (Ring or Voice) to use for transfers:
2SWLRQV
→
7UDQVIHU
→
7\SH
To specify either Music On Hold or ringback for the Transfer
●
Audible:
2SWLRQV
→
7UDQVIHU
→
$XGLEOH
To enable trunk-to-trunk transfers for an extension (Release
●
3.1 and later systems only):
([WHQVLRQV
→
More
→
7UN7UDQVIHU
→
Dial ext. no.
→
(QWHU
To disable trunk-to-trunk transfers for an extension (Release
●
3.1 and later systems only):
([WHQVLRQV
→
More
→
7UN7UDQVIHU
→
Dial ext. no.
→
'HOHWH
Factory Settings
Transfer Return Time
One-Touch Hold or
Transfer
One-Touch Transfer
Type of Transfer
Transfer Audible
Outside callers
Inside callers
Trunk-to-Trunk Transfer
4 rings (range 1–9 rings, 0 = disabled)
Key and Hybrid/PBX: One-Touch Transfer with Automatic
Completion; Behind Switch: One-Touch Hold
Automatic Completion
Ring
Music On Hold (if available)
Ringback (cannot be changed)
Disabled (Release 3.1 and later systems only)
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
Issue 1
August 1998
Page 694
Description 8 4
Users can transfer inside or outside calls either to inside extensions or to outside numbers. Transferring an outside call to an outside number is called trunk-to-trunk transfer .
In Release 6.0 and later systems (Hybrid/PBX mode only), transfers to non-local dial plan extensions are actually trunk-to-trunk transfers, although users initiate them as they do inside transfers. Most extensions, including those equipped with single-line telephones, can make these calls, regardless of system programming
to allow or disallow trunk-to-trunk transfers. Refer to “Trunk-to-Trunk Transfer” on
page 698 .
Calls can be transferred with or without consultation:
■ With Consultation. A transfer with consultation can be made only to an inside extension or, in Release 6.0 and later systems, to a non-local dial plan extension from a telephone (not from a CTI-linked PassageWay
Telephony services client). The user initiating the transfer calls the destination extension and speaks to the person at that extension before completing the transfer.
■
If the transfer is initiated on an SA Voice or ICOM Voice button, the transfer is called a voice-announced transfer
page 696 ). In a voice-announced transfer, the user initiating the transfer can speak to the person at the inside destination extension on that person’s speakerphone before completing the transfer. When the transfer is completed, it arrives at the destination extension as a ringing call. In
Release 6.0 and later systems (Hybrid/PBX mode only), voice-announced transfers cannot be made to non-local dial plan extensions.
Without Consultation. A transfer without consultation can be made either to an inside extension or to an outside number. The user initiating the transfer completes the transfer before the person at the destination extension or number answers.
NOTE:
QCC system operators ordinarily use the Start and Release buttons to transfer calls rather than the transfer process described in this
section. For more information, see “Queued Call Console (QCC)” on
page 543 .
Transfer Options 8 4
The sections below describe system-programmed options that determine how to transfer calls.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
Issue 1
August 1998
Page 695
Transfer Return Time 8 4
If a transferred call is unanswered within a programmed number of rings, it rings back at the transfer originator’s telephone. This transfer return time can be set to a value of 1 to 9 rings, or 0 (the factory setting is 4 rings). If the transfer return time is set to 0, a transferred call continues to ring until either it is answered or the caller hangs up.
In Release 6.0 and later systems (Hybrid/PBX mode only),transfers across networked systems over tandem tie trunks do not return to the transferring extension. If such a call is transferred to a busy or invalid non-local dial plan extension or one with Do Not Disturb turned on, the transferred party hears busy or fast busy tone and must hang up and call back in order to speak with someone.
If a transfer is made across a network over tandem PRI trunks only, it returns to the transfer originator in the event that the intended destination is busy, invalid, or has turned on Do Not Disturb.
A returning transferred call continues to ring on the telephone it to which it was transferred and on the extension that originated the transfer until either user answers or the caller hangs up.
Timing begins when the transfer is completed. If the transfer fails for any reason
(such as an invalid destination), the transfer return time is automatically set to 2 rings to allow a faster return unless the programmed value is 0 (no transfer return).
Except on a QCC, returning transferred calls ring at the originating extension with a distinctive ring (a 3-ring pattern). Display telephone users also see the call type
5HWXUQ on the display.
NOTES:
1.
A call transferred to an extension programmed as a fax extension does not return to the originator, but continues to ring at the fax extension.
This eliminates the possibility of a high-pitched fax tone being heard by the person who answers the returning call.
2.
A call transferred to a calling group does not return, and the ringing and flashing LED is cleared from the SA or ICOM button on the originator’s telephone as soon as the transfer is completed. The call does not stay on hold.
One-Touch Transfer 8 4
The system is programmed either for one-touch Transfer (the factory setting in
Hybrid/PBX and Key modes) or for one-touch Hold (described below). With onetouch Transfer, a telephone user or operator can transfer a call to another extension by pressing a programmed Auto Dial or DSS) button for the extension.
With this single press of a button, the active call is put on hold and the system automatically selects an SA or ICOM button and dials the transfer destination.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
Issue 1
August 1998
Page 696
With one-touch Transfer, the system is also programmed to complete transfers in one of the following ways:
■ Automatic Completion (factory setting). A transfer is completed automatically as soon as the Auto Dial or DSS button is pressed. The call is removed from the telephone that initiated the transfer and begins ringing at the destination extension.
One-touch Transfer with automatic completion does not allow a transfer with consultation. This type of transfer is always a ringing call, and voice announcements cannot be made. However, telephone users and operators can still initiate a transfer with consultation by pressing the Transfer button, then either dialing the destination extension or pressing an Auto Dial or
DSS button.
■
When one-touch Transfer with automatic completion is programmed, the transfer of a call either to a busy extension or to an extension with Do Not
Disturb active is completed automatically, although the call cannot be connected. The call does not return to the transfer originator until the transfer return time expires.
In Release 6.0 and later systems (Hybrid/PBX mode only), if a DLC operator selects the DSS button for the ARS access code while on another call, any transfer over the private network requires manual completion.
Manual Completion. One-touch Transfer with manual completion allows a transfer with consultation; the user can delay completing the transfer until the destination extension is answered. The originator completes the transfer by pressing the Transfer button or another line button, or by hanging up.
One-Touch Hold 8 4
If the system is not programmed for one-touch Transfer, it is programmed for onetouch Hold (the factory setting in Behind Switch mode). This Transfer option applies to outside calls only. With one-touch Hold, a telephone user or operator can transfer a call on an outside line button to another extension with a shared button for the same outside line. The user or operator presses an Auto Dial or
DSS button for the extension to initiate the transfer. The outside call is put on hold, and the system automatically selects an SA or ICOM button and dials the transfer destination. The originator announces the call to the person at the destination extension, who completes the transfer by pressing the line button with the call.
There is no transfer return function with one-touch Hold. If the transfer destination does not answer or is busy, either the person who initiated the transfer must notify the outside caller or the call remains on hold.
Type of Transfer
The system can be programmed for automatic selection of either a ringing button—SA Ring or ICOM Ring (the factory setting)—or a voice-announce button—SA Voice or ICOM Voice—when a transfer is initiated. Type of transfer does not apply to calls transferred outside the system.
8 4
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
Issue 1
August 1998
Page 697
NOTE:
In Release 6.0 and later systems (Hybrid/PBX mode only), voiceannounced transfer should not be programmed, because calls to non-local dial plan extensions cannot be voice-announced.
If the system is programmed to select a ring button and one is available, the call rings at the destination extension. If the system is programmed to select a voice-announce button and one is available, the person at the destination extension hears a voice announcement. If that person does not have a speakerphone, has turned off Voice Announce to Busy, or is already using the speakerphone, the call is converted to a ringing call. A transfer to an outside number is always a ringing call.
If the specified type of button is not available, the system automatically selects the next available SA or ICOM button. If no SA or ICOM button is available, the caller is put on hold for transfer and no line is selected. The user can then select a
Shared SA button, or an SA Originate Only or ICOM Originate Only button, wait for a free SA or ICOM button, or select an outside line button to transfer a call to an outside number.
The following types of calls ring at the destination to which they are transferred, regardless of the programmed type of Transfer:
■
Calls that arrive after waiting in a callback or call-waiting queue
■
■
■
Calls to busy extensions that do not have the Voice Announce to Busy capability
Calls to a telephone with Voice Announce to Busy turned off
Calls to a telephone whose speakerphone is in use
■
■
■
Calls to single-line telephones
Calls to a calling group
Calls to a QCC operator
Transfer to Busy Extension 8 4
If a call is transferred to an extension with no SA or ICOM buttons available, the call is queued for the destination extension. If the destination extension is an MLX display telephone, it receives a &DOO:DLWLQJ message. On any type of telephone with Call Waiting programmed, the destination extension receives a call-waiting tone. If an SA or ICOM button does not become available within the transfer return interval, the call is returned to the extension that initiated the transfer.
In Release 6.0 and later systems (Hybrid/PBX mode only), if a call is transferred over tandem tie trunks to a non-local dial plan extension that is unavailable, it is not returned. The caller hears a busy tone. If the call is transferred over tandem
PRI facilities only, it returns when the intended destination is busy or unavailable.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
Issue 1
August 1998
Page 698
Trunk-to-Trunk Transfer 8 4
Trunk-to-trunk transfer (a call transferred to an outside number) is not allowed when the line/trunk with the incoming call is a loop-start line that is not programmed for reliable disconnect. (The Reliable Disconnect setting indicates that a disconnect signal is sent by the local telephone company to the system shortly after a caller hangs up.)
In Release 3.1 and later systems, trunk-to-trunk transfers can be blocked for an extension, whether or not the lines/trunks involved are programmed for reliable disconnect. The factory setting restricts all extensions from making trunk-to-trunk transfers. Extensions that should not be restricted must be individually programmed to allow trunk-to-trunk transfer.
Users can transfer inside or outside calls either to inside extensions or to outside numbers. Transferring an outside call to an outside number is called trunk-to-trunk transfer .
In Release 6.0 and later systems (Hybrid/PBX mode only), transfers to non-local dial plan extensions are actually trunk-to-trunk transfers, although users initiate them as they do inside transfers. Most extensions, including those equipped with single-line telephones, can make these calls, regardless of system programming to allow or disallow trunk-to-trunk transfers.
In Release 6.1 and later systems, when an Automated Attendant transfers a call to a non-local extension, the transferring MERLIN LEGEND system monitors the call to ensure that it is answered. If the non-local extension is not available or the call is not answered within the transfer redirect timeout period (fixed at 32 seconds), the call stops ringing at the non-local destination and is redirected to the extension on the same system as the Automated Attendant that is programmed to receive redirected calls. This redirect extension can be a QCC queue, a calling group, or an individual extension.
Calls can be transferred with or without consultation:
■ With Consultation. A transfer with consultation can be made only to an inside extension or, in Release 6.0 and later systems, to a non-local dial plan extension from a telephone (not from a CTI-linked PassageWay
Telephony services client). The user initiating the transfer calls the destination extension and speaks to the person at that extension before completing the transfer.
If the transfer is initiated on an SA Voice or ICOM Voice button, the transfer is called a voice-announced transfer
page 696 ). In a voice-announced transfer, the user initiating the transfer can speak to the person at the inside destination extension on that person’s speakerphone before completing the transfer. When the transfer is completed, it arrives at the destination extension as a ringing call. In
Release 6.0 and later systems (Hybrid/PBX mode only), voice-announced transfers cannot be made to non-local dial plan extensions.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
Issue 1
August 1998
Page 699
■ Without Consultation. A transfer without consultation can be made either to an inside extension or to an outside number. The user initiating the transfer completes the transfer before the person at the destination extension or number answers.
NOTE:
QCC system operators ordinarily use the Start and Release buttons to transfer calls rather than the transfer process described in this
section. For more information, see “Queued Call Console (QCC)” on
page 543 .
Disable Transfer on Single-Line Telephones 8 4
The system manager can disable the ability to transfer calls on single-line telephones in Release 4.0 and later releases. This is done in centralized telephone programming by removing all but one SA or ICOM buttons from the telephones. Any feature that relies on the use of a second dial tone also does not work on any single-line telephone with transfer disabled. This includes the
Account Code Entry, Pickup, Call Waiting, Conference, Privacy, and Transfer features.
Considerations and Constraints 8 4
Calls transferred to outside numbers may vary in transmission quality.
The ability to transfer inside calls to outside numbers cannot be specifically blocked for an individual extension. However, calling restrictions or Disallowed
Lists can be assigned to individual extensions to prevent outward or toll calls.
When an outside call is transferred to an outside number (trunk-to-trunk transfer), two outside lines are used for as long as the call is in progress.
When a call is transferred to an outside number, the system does not recognize the transfer until a dialing time-out occurs. Avoid a delay by dialing after dialing the telephone number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
Issue 1
August 1998
Page 700
When you try to complete a transfer to an outside number under the following conditions, the call to the outside destination is disconnected:
■ The outside line that the incoming call is using is a loop-start line programmed for unreliable disconnect.
■ Another inside user has joined the call and the call is now a conference call, which cannot be transferred.
The transfer originator does not receive an error tone to indicate that the transfer has been denied. When a call is received on a T1 channel that is programmed to emulate a loop-start line and then is transferred to an outside telephone number and the caller hangs up before the call is answered, the call is not disconnected and remains on hold.
Except when one-touch Hold is used, a transferred call always arrives on an SA or ICOM button or, when transferred to a QCC operator, on a Call button.
Calls cannot be transferred from an extension programmed for a fax machine, but inside and outside calls can be transferred to a fax machine. A call transferred to a fax extension does not return to the originator, but continues to ring at the fax extension. This eliminates the possibility of a high-pitched fax tone being heard by the person who answers the returning call.
If a multiline telephone user presses the Feature button after initiating a transfer, the dialed digits activate a feature (for example, Privacy). After the feature is activated, the user should redial the extension or telephone number to transfer the call.
In Release 2.1 and later systems, a 012 port that is programmed as a generic VMI port can transfer an outside call to an outside number (trunk-to-trunk transfer).
Release 2.0 and earlier systems can perform a trunk-to-trunk transfer only on ports programmed as integrated VMI.
!
SECURITY l ALERT:
Calling restrictions (for example, Disallowed Lists, Toll Restriction, FRLs) should be programmed, as appropriate, to minimize toll fraud, especially if a
single-line telephone is connected to an integrated VMI port. See
“Calling
Restrictions” on page 117
for additional information about programming calling restrictions.
In Release 4.0 and later releases, when a single-line telephone user hangs up on a call that is on hold pending transfer, the call is dropped.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
Mode Differences 8 4
Issue 1
August 1998
Page 701
Behind Switch Mode 8 4
In Behind Switch mode, when the fixed Transfer button is pressed, the Transfer feature of the host switch is used instead of the system’s Transfer feature.
However, to activate Transfer, the fixed Transfer button on an MLX or analog multiline telephone must be programmed through system programming to send a timed flash plus the code expected by the host. The fixed button has no effect when pressed during an intercom call within the communications system; inside transfers are made using trunk-to-trunk transfer on prime lines. If use of the communications system’s Transfer feature is also desired (to lower traffic on prime lines, for example), it must be programmed on an available line button on each multiline telephone through either extension programming or centralized telephone programming, and then can be used only when transferring within the local system (this option is not available in Hybrid/PBX or Key mode). One-touch
Hold is the factory setting in Behind Switch mode. The selection of one-touch
Transfer is not blocked in system programming, but the setting is always onetouch Hold regardless of the option chosen.
In Behind Switch Mode, the Transfer Return Time and Type of Transfer options apply only to inside transfers (ICOM/SA calls made within the communications system) in which the caller, the transfer originator, and the transfer destination are all system extensions.
Telephone Differences 8 4
Queued Call Consoles 8 4
A QCC operator uses the Start and Release buttons or a DSS button to transfer calls. However, pressing the Transfer button on a QCC is the same as pressing the Start button.
A QCC operator cannot make or receive voice-announced transfers.
When a QCC operator uses the Start and Release buttons to transfer a call, the
QCC return ring interval applies for transfer return timing instead of the transfer return time. The QCC return ring interval is the number of rings (1–15) before an
unanswered extended call returns to the QCC queue. See “Queued Call Console
for additional details.
Single-Line Telephones 8 4
The One-Touch Transfer option does not apply to single-line telephones.
Single-line telephone users cannot make voice-announced transfers. In releases prior to 6.0, a single-line telephone user cannot transfer an outside call to an outside number. If the user tries to complete a trunk-to-trunk transfer, the caller
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
Issue 1
August 1998
Page 702 remains on hold for transfer and the transfer destination is disconnected. In
Release 3.1 and later systems prior to Release 6.0, a single-line telephone is blocked from making trunk-to-trunk transfers even if it is programmed as allowed.
To make a transfer with consultation, a single-line telephone user presses and releases either the Recall or Flash button or the switchhook. The call is put on hold. The user then dials the destination extension. After consultation, the user hangs up and the call is transferred. If the transfer cannot be made, the user presses and releases either the Recall or Flash button or the switchhook to return to the caller. To make a transfer without consultation, the single-line telephone user presses and releases either the Recall or Flash button or the switchhook, dials the extension or outside number, and hangs up. The call is transferred.
If a single-line telephone with positive or timed disconnect is used—for example,
Lucent Technologies models 2500YMGL and 2500MMGK—pressing the switchhook disconnects the call. With this type of telephone, the Recall button must be used instead of the switchhook to transfer a call.
Feature Interactions 8 4
Account Code Entry When a call is transferred, the destination extension cannot change an account code entered at the originating extension.
Authorization Code The Authorization Code feature does not affect the ability to make a trunkto-trunk transfer. If the telephone is restricted from making a trunk-to-trunk transfer, entering an Authorization Code does not remove this restriction.
Auto Dial Users can press inside Auto Dial buttons instead of dialing extension numbers to transfer calls. To use one-touch Transfer, users must program an Auto Dial button for every extension to which they transfer calls. When a system operator transfers a call and it returns unanswered, the green
LED next to the Auto Dial button flashes to indicate the extension from which the call is returning. Only system operators receive this indication.
Automatic Line
Selection
Basic Rate Interface
The ALS sequence does not apply when the Transfer button is pressed.
Callback
Calls on BRI lines are available for the MERLIN LEGEND
Communications System Transfer feature. The central office-based
Transfer feature is not supported by the MERLIN LEGEND
Communications System.
A queued callback call cannot be transferred, but calls transferred to busy extensions are eligible for Callback. When a user reaches a busy extension while transferring a call, Automatic Callback or Selective
Callback can be used to queue the call before completing the transfer.
The caller hears ringback or Music On Hold.
Callback continued
When the extension is available, the call is transferred to the extension automatically. If the extension is not available before the transfer return time expires, the call is removed from the callback queue and returned to the originator.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
Caller ID
Call Waiting
Camp-On
Conference
Coverage
Issue 1
August 1998
Page 703
If a call comes in over a line connected to an 800 GS/LS-ID module and the customer subscribes to Caller ID service (loop-start lines only), when the call is transferred, the caller’s telephone number is shown on Line 1 of the first screen. The extension that initiated the transfer is shown on Line
1 of the second screen. (The call must be from an area where call identification is supported.)
Caller ID information is displayed when a call returns from transfer because the extension to which the call was transferred is either busy or not answering.
If a transfer is completed to a busy extension, the destination hears the call-waiting tone, if programmed, and the caller hears call-waiting ringback. The call waits in queue until the transfer return time expires.
Calls answered by picking up a call-waiting call cannot be transferred.
A transfer can be completed by using the Camp-On feature, whether or not the destination extension is busy. When the feature is used, the
Camp-On return interval is used instead of the transfer return time. The
Camp-On return interval is normally longer.
A transfer can be camped on to an inside extension only. If a user presses the programmed Camp-On button or dials the Camp-On feature code while transferring a call to an outside number, the call to the outside number is disconnected. The original call remains on hold.
A conference call cannot be transferred. However, a user who starts a conference sequence can complete it by pressing the Transfer button and transferring the original call instead of completing the conference.
Similarly, if a transfer originator has one person on hold for transfer and, after dialing the destination extension or telephone number, decides to establish a conference call, he or she can press the Conf button to establish the conference instead of completing the transfer.
Calls transferred to a sender are eligible for Individual and/or Group
Coverage. However, if the sender is using Coverage On/Off to prevent calls from going to coverage and does not have an available SA or ICOM button to receive a transferred call, the sender hears a call-waiting tone, even if an Individual or Group Coverage receiver is available.
Calls answered on a Primary Cover, Secondary Cover, or Group Cover button can be transferred using one-touch Transfer or the Transfer button.
Transfer returns are not eligible for Individual or Group Coverage.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
CTI Link
Digital Data Calls
Direct Station
Selector
Direct Voice Mail
Display
Issue 1
August 1998
Page 704
CTI link applications can control inside transfers, not transfers to outside numbers. When a CTI application is used to initiate a transfer, caller information is passed to a screen-pop-capable destination.
When a transfer is initiated manually, using the telephone at an extension where a CTI application is installed, screen pop is not initiated at a screen-pop-capable destination, even if the CTI application is used to complete the transfer.
When performed by a QCC operator or unmonitored DLC operator, a transfer generates screen pop of inside or outside caller information at screen-pop-capable destinations.
Data calls cannot be transferred.
2B data video calls require both B-channels at a video workstation. For this reason, if a call is on hold for transfer at a passive-bus MLX telephone when a 2B call arrives, the passive-bus MLX telephone cannot retrieve the held call until the 2B video call is over.
DSS buttons can be used to transfer outside calls using one-touch Hold only by a DLC operator; a QCC operator cannot use this feature. When one-touch Hold is programmed, if a DLC operator presses a DSS button with an inside caller on the line or, in Hybrid/PBX mode, with an outside caller on an SA button, the call is not put on hold. A beep is sent to the extension instead.
When one-touch Transfer (with either automatic or manual completion) is programmed, and a system operator presses a DSS button while a caller is on the line and no SA or ICOM button is available to transfer the call, the call does not go on hold. If the operator hangs up, the caller is disconnected.
A user with a Direct Voice Mail button can activate Direct Voice Mail after starting to transfer a call. While a transfer is being made, press the Direct
Voice Mail button to transfer the call to the extension’s voice mail.
Complete the transfer as usual by pressing the Transfer button or hanging up.
When an MLX display telephone user presses the Transfer button, the display prompts the user to dial the extension number and shows the digits as they are dialed. When dialing is completed, the display shows the name of the person at the destination extension, if labels are programmed.
Transfer return calls are identified by call type and by the name and extension number to which the call was transferred. The second line of the display also shows the caller information. When an MLX display telephone user receives a transferred call, the display shows the type of call and the caller information on Line 1. When an inside call is being transferred, the display shows the extension number or line/trunk number.
When an outside call is being transferred, the display shows either the line on which the call came in or the caller’s telephone number—if
PRI-based number identification or Caller ID is available. The transfer originator is shown on Line 2.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
Display continued
Do Not Disturb
Fax Extension
Forward and
Follow Me
Group Calling
Headset Options
Hold
Issue 1
August 1998
Page 705
When an MLX display telephone user makes a voice-announced transfer, the display on his or her telephone shows $QQRXQFHWR . After the transfer is completed, the user’s display shows &DOO7UDQVIHUUHG .
When an MLX display telephone user does not complete a transfer (for example because Do Not Disturb is on at the destination extension), the call returns to the originator’s telephone and call information is displayed.
The reason for the incomplete transfer is not indicated.
If a call is transferred to an extension that has Do Not Disturb on and that has neither forwarding on nor coverage receivers, the call immediately returns to the transfer originator. If there are coverage receivers, the transfer returns to the originator after the transfer return time expires.
If an extension is programmed as a fax extension, the telephone at that extension is unable to use the Transfer button.
Transferred inside and outside calls are forwarded. If a user transfers a call to an extension with forwarding activated, the person receiving the forwarded calls hears one ring, indicating an inside call. In addition, if the person has a display telephone, he or she sees the call information for an inside call.
In Release 6.0 and later systems, all transfers to an extension with
Centrex Transfer via Remote Call Forwarding active behave like transfers with automatic completion. Consultation is not permitted. The transfer originator is disconnected and the call is sent to the outside telephone number.
A call transferred to a calling group does not return to the originator; the call is handled just as any other call received in the calling group queue.
For example, the system follows the programmed hunt sequence to locate an available calling group member, and the call is eligible for a delay announcement if one is programmed.
A calling group member is considered available for a call while in the process of transferring a call. He or she is moved to the end of the mostidle queue (Release 5.0 and later systems).
Voice-announced transfers cannot be made to a calling group. There is no limit to the number of calls that can be transferred to a calling group.
When an inside caller is transferred to a calling group and no members are available, the caller hears regular ringback. When an outside caller is transferred to a calling group and no members are available, the caller hears regular ringback or Music On Hold, if programmed.
If a call being transferred to a calling group is on an SA or ICOM button, the button is cleared.
When an MLX telephone user (except for a QCC operator) transfers a call, Headset Auto Answer is turned off and must be turned on manually to resume using the feature.
Calls on hold for transfer are timed so that the user or system operator hears a reminder after the timer expires.
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Transfer
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Hold continued
Calls on hold for transfer are timed so that a user or system operator hears a reminder after the timer expires.
HotLine
Inspect
In Release 2.1 and later systems, a call that has been put on hold at a
Cover, SA, Shared SA, or Pool button can be accessed by a user who has a personal line button for the call. When the call is accessed, the green LED next to the personal line lights steadily; however, the call remains on hold at the Cover, SA, SSA, or Pool button. The user who accesses the personal line cannot transfer the call. To transfer a call on hold at a Cover, SA, SSA or Pool button, use Pickup instead of answering on a personal line button.
Transfer is not available at HotLine extensions (Release 5.0 and later systems).
If an MLX telephone user presses the Transfer button while in Inspect mode, Inspect is canceled, the user is returned to the Home screen, and transfer is initiated.
Integrated
Administration
Last Number Dial
Both the transfer return time and the VMS transfer return interval should be greater than the total of the values programmed for Delay Ring plus the Coverage Delay Interval. These values are shown on the Application
Switch Defaults screen.
The Last Number Dial feature can be used to originate a transfer to an outside telephone number.
Returning transferred calls cancel Line Request.
Line Request
Messaging A nondisplay telephone user who uses Leave Message to send a message while a transfer is in progress cannot determine who received the message.
For example, suppose that Extension A calls Extension B, and Extension
B transfers the call to Extension C. If Extension A sends a message before the transfer is completed, Extension B receives the message. If
Extension A sends a message after Extension B completes the transfer,
Extension C receives the message, even if Extension C does not answer and the call is ringing at Extension B as a transfer return.
If an inside call is transferred to a telephone with a posted message, only the display telephone user who transfers the call sees the message. The original caller does not see the posted message even after the transfer is completed.
If a call is transferred to an extension programmed for a fax machine, the message indication is not sent to the fax message-waiting receiver, regardless of the amount of time programmed for the fax messagewaiting threshold.
Microphone Disable A call to a user whose microphone is disabled can be transferred with a voice announcement, but the user must lift the handset to talk.
Multi-Function
Module
Calls cannot be transferred from an MFM because the MFM cannot send a switchhook flash.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
Issue 1
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Page 707
Music On Hold
Paging
Park
Personal Lines
Pickup
Primary
Rate Interface (PRI) and T1
An outside caller hears Music On Hold if it is programmed as the transfer audible. Music is played only before the transfer is completed by the originating extension. The caller hears music when the Transfer button is pressed and while the destination extension is being dialed. When the transfer originator presses the Transfer button a second time or hangs up, the caller hears ringback.
Calls cannot be transferred either to paging groups or the loudspeaker paging extension.
A user can park calls by pressing the Transfer button and dialing his or her own extension. A DLC operator also can press the Transfer button and dial a system operator park zone extension. When either of these methods is used, the transfer must be completed by pressing the
Transfer button or hanging up. This method cannot be used by QCC operators.
If a call is received on a personal line and is transferred to another user who receives the call on an SA or ICOM button and then puts the call on hold, another user who shares the personal line cannot select the shared personal line button and pick up the call. If for some reason the person who received the transfer and put the call on hold cannot return to the call, another user must use Pickup to pick up the call. (For example, an operator can take a message and then disconnect the caller.)
The hold timer or operator hold timer applies to a call on hold for transfer.
The user or operator hears a reminder (a beep or abbreviated ring) after the timer expires.
A transferred call can be answered by using Pickup.
If a call comes in over a PRI facility where number identification is available, the caller’s telephone number is shown on Line 1 of the first screen when the call is transferred. The extension that initiated the transfer is shown on Line 1 of the second screen.
For trunk-to-trunk transfer with no extension number involved, the Calling
Party Number for the outbound call is the programmed base number.
Recall/Timed Flash
Data calls cannot be transferred.
A single-line telephone user with a Recall or Flash button can use it to transfer a call.
Ringing Options Transfer returns ring until answered and do not receive abbreviated ringing. Ring Timing options are ignored on a transfer return call; the button rings immediately, even if it is programmed for No Ring.
Saved Number Dial The Saved Number Dial feature can be used to originate a transfer to an outside telephone number.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Transfer
Service Observing
Issue 1
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Page 708
In Release 6.1 and later systems, a Service Observer cannot transfer observed calls.
If an observed extension transfers a call, the Service Observer is dropped from the call when the transfer is initiated and when it is completed, but the Service Observing session remains active. If the observed extension consults the destination station before the transfer is completed, the
Service Observer hears the consultation. Either extension involved in a consultation can be observed.
If the Service Observer is observing the extension that originally made the call, the Service Observer remains on the call when the transfer is completed.
If the Service Observer is observing the extension that is the destination of the transferred call, the Service Observer hears the call when the transfer is completed.
Signal/Notify
Speed Dial
SMDR
System Access/
Intercom Buttons
NOTE:
The most important thing to remember is that a Service Observer observes an extension, not a call. Whenever that extension is active on a call (whether the extension is the originator, the transferrer, or the recipient of the call), the Service Observer can observe the call.
Transfer return and transfer redirect calls can be observed.
Trunk-to-trunk transfer calls drop the observer at the completion of the transfer.
A Signaling button can be used to dial the destination extension after the
Transfer button is pressed but cannot be used to initiate one-touch
Transfer.
Both Personal and System Speed Dial can be used to dial a transfer destination.
The number of the extension that hangs up on an incoming outside call is shown in the STN field of the Station Message Detail Recording report, regardless of the number of times the call is transferred within the same system. For a call to an outside number, the extension that dialed the call is shown on the SMDR report, even if the call is then transferred to another extension.
Transferred calls always arrive on SA or ICOM buttons. The only exception is that when one-touch Hold is used, the transferred outside call stays on hold on an outside line button until it is picked up. When a transfer is initiated, the system automatically selects an SA or ICOM button (a Shared SA button is not automatically selected). If no button is available, the caller is put on hold for transfer and no line is selected. The user can then select a Shared SA button or an SA Originate Only or
ICOM Originate Only button, wait for a free SA or ICOM button, or select an outside line button to transfer a call to an outside number.
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Transfer
System Access/
Intercom Buttons continued
UDP Features
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A transferred call that returns to the principal extension does not ring on any corresponding Shared SA buttons. If a transfer originator has an SSA button for the person receiving the transfer, the LED next to the SSA button flashes to indicate a ringing call. However, the call is disconnected if the transfer originator answers.
In Release 6.0 and later systems (Hybrid/PBX mode only), transfers of outside or non-local dial plan calls to non-local dial plan extensions are actually trunk-to-trunk transfers. Most extensions, including those equipped with single-line telephones, can make these calls, regardless of system programming for trunk-to-trunk transfer. The incoming call must be on a trunk with reliable disconnect. If a private network trunk is not available to carry the transferring call, the consultation call can be callback-queued on the first route, but the transfer must still be in progress.
If the system manager has prohibited an extension from making trunk-to-trunk transfers, it is still prevented from transferring inside or outside calls to another local system trunk connected to the PSTN.
However, despite prohibitions, the following types of calls are allowed:
■
A call on a private network trunk transferred to a non-local dial plan extension
■
■
A call on an outside central office line/trunk (except on a loop-start line without reliable disconnect) transferred to a non-local dial plan extension
A call on a private network trunk transferred to an outside central office line/trunk
A call transferred over a tandem PRI trunk to a non-local dial plan extension with an MLX display telephone does not receive the same call information that an inside transfer does. Only the extension number and label (if programmed) of the transferring extension are shown. However, most transfer functions operate normally between local and non-local dial plan extensions, except when transfers are sent by or received by
PassageWay Telephony Services clients with a CTI link. Users at these extensions must make manual transfers by using the telephones at their extensions.
Transfers across networked systems over tandem tie trunks do not return to the transferring extension. If such a call is transferred to a busy or invalid non-local dial plan extension or one with Do Not Disturb turned on, the transferred party hears busy or fast busy tone and must hang up and call back in order to speak with someone. If a transfer is made across a network over tandem PRI trunks only, it returns to the transfer originator in the event that the intended destination is busy, invalid, or has turned on
Do Not Disturb.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Uniform Dial Plan Features
Uniform Dial Plan Features
8 4
At a Glance
Users Affected
Reports Affected
Modes
Telephones
System Programming
Issue 1
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Page 710
8 4
All
Non-Local Dial Plan, Extension Information
Hybrid/PBX
All
Assign extension number ranges for non-local dial plan
● extensions:
6\V5HQXPEHU
→
1RQ/RFDO8'3
→
Dial no. of first extension in range
(QWHU
→
(QWHU
→
Dial no. of last extension in range
Dial no. of dial digits in extension range
→
→
(QWHU
Dial no. of pattern for extension range
LW
→
([LW
→
(QWHU
→
([LW
→
([
Delete extension number ranges for non-local dial plan
● extensions:
6\V5HQXPEHU
→
1RQ/RFDO8'3
→
Dial no. of first extension in range
→
(QWHU
→
'HO5DQJH
→
([LW
→
([LW
Specify UDP routes:
●
7DEOHV
→ route no.
(QWHU
→
→
(QWHU
([LW
→
([LW
→
3RRO
Dial pattern no.
→
([LW
→
(QWHU
Dial pool dial-out code
→
([LW
→
Dial
→
●
Specify FRLs for UDP routes:
7DEOHV
→
8'35RXWLQJ
→
Dial pattern no.
→
(QWHU
→
Dial route no.
(QWHU
→
→
(QWHU
([LW
→
([LW
)5/
→
Dial restriction level
([LW
→
([LW
→
Specify how many dialed digits should be absorbed (not sent over the trunk) by the system when a UDP call to a non-local
● extension is made on an identified UDP route:
7DEOHV
→
8'35RXWLQJ
→
Dial pattern no.
→
(QWHU
→
Dial route no.
→
(QWHU absorption digits
→
$EVRUE
→
Press Drop
→
Dial number of
→
(QWHU
→
([LW
→
([LW
→
([LW
→
([LW
Specify other (extra) digits that must be added by the system to the beginning of the dialed digits when calls are placed on
● an identified UDP route:
7DEOHV
→
8'35RXWLQJ
→
Dial pattern no.
→
(QWHU
→
Dial route no.
add
→
→
(QWHU
(QWHU
→
([LW
'LJLWV
([LW
→
Press Drop
([LW
→
→
([LW
Dial digits to
Specify voice, data, or both for an identified UDP route (use
● for routes with pools of PRI or T1 facilities):
7DEOHV
→
8'35RXWLQJ
→
D ial pattern no.
→
(QWHU
→
Dial route no.
([LW
→
(QWHU
→
'DWD
→
Select capability
→
(QWHU
→
→
([LW
→
([LW
→
([LW
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Uniform Dial Plan Features
At a Glance - Continued
System Programming continued
Maximums
UDP Routing Patterns
UDP Routes
UDP FRL
UDP Digit Absorption
UDP Added Digits
Number of digits in non-local dial plan extension number range
Factory Settings
Display Preference
Switch Identifier
UDP FRL
UDP Absorbed Digits
UDP Added Digits
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When SMDR is set to record both incoming and outgoing calls, specify how private networked trunk calls should be recorded (for Release 6.1 and later systems):
●
/LQHV7UXQNV
(QWHU
→
→
More
→
8'3
→
60'5
→
Dial line/trunk no.
→
6HOHFWORJJLQJRSWLRQ
20 (range 1–20)
4 (range 1–4)
6 (range 0–6)
11 (range 0–11)
20 (any digits 0–9)
4 (2- and 3-digit numbers also supported)
0
0
Calling number
No value; facility not networked
3
NOTES:
1.
This topic only summarizes information about private networks.
Detailed information is included in the Network Reference.
2.
DEFINITY ECS and DEFINITY ProLogix Solutions features and operations are beyond the scope of this guide. This book discusses the network from the MERLIN LEGEND Communications Systems’ perspective.
3.
When a network consists of more than two systems, a coordinating system manager should act as a coordinator for all changes to privatenetwork systems’ dial plans, non-local dial plans, ARS routing, UDP routing, and remote access. Otherwise, the two system managers should plan together and agree upon any changes that are made subsequently.
Description 8 4
In Release 6.0 and later systems (Hybrid/PBX mode only), MERLIN LEGEND
Communications Systems can be networked with one another, or with DEFINITY
ECS or DEFINITY ProLogix Solutions systems, in private networks. This section describes how the system is set up and used for one aspect of private networks, non-local dial plan extensions, including the following topics:
■ Intersystem calling between extensions located at different systems in a private network
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Uniform Dial Plan Features
Issue 1
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■
■
Details of UDP routing for intersystem and other routed calls
Feature interactions across private networks
“Tandem Switching” on page 671
describes additional features of private networks, including the following topics:
■
■
Switch identifiers
ARS access to lines/trunks on remote networked systems
■
■
Remote access settings to allow network routing
Feature interactions with line/trunk features, such as pools and PRI
To take full advantage of UDP functionality, you use system features that also apply to non-networked systems. The descriptions in this topic therefore include references to other sections that provide details. For information about programming networked systems, see System Programming . At the end of this
topic, “Feature Interactions” provides details about features not mentioned
specifically in this section. For further details about network planning and programming, refer to the Network Reference .
Intersystem Calling 8 4
In a private network, users on one local system can call extensions on other systems in the network. They dial these extensions as inside calls. This topic describes how to set your system up so that local users can reach these non-local dial plan extensions. It also describes how users dial non-local extensions.
Extension Ranges 8 4
When local users call other users on a remote private-networked system, the local system manager programs the ranges of extensions of the remote system into a non-local dial plan.
Each switch in the private network has both a local dial plan and a non-local dial plan that together form the UDP. The local dial plan is set up at the local system as in earlier releases, using System Renumbering. The non-local dial plan is a list of up to 50 different extension number ranges for other systems in the private network. When users call one another, the system searches the local dial plan; if the extension number is not found, it consults the non-local dial plan and associated routing information in order to send the call directly or indirectly to another system in the network. Routing information is programmed into as many as 20 patterns consisting of routes. Routes specify digit manipulation, pools, voice/data call type, and FRLs similar to those used for ARS.
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Uniform Dial Plan Features
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NOTE:
In earlier releases, prior to 6.0, intersystem calls were made by dialing a pool access code followed by the extension number. With Release 6.0 and later systems, a reference list is programmed on the local system to find non-local extensions and direct calls to them.
When you specify a non-local extension range, the system verifies that extension numbers on the local system do not conflict with those programmed on a networked switch. For example, if Extension 110 exists in the local system,
Extension 1100 cannot be included in the extension range for a non-local networked system. The local system also checks to see whether new extension number ranges conflict with existing ranges programmed for non-local systems.
NOTE:
The Non-Local UDP Administration Form in the Installation Specification should be kept accessible for programming. Contact your Lucent
Technologies representative for a generated copy for your network.
When setting up your network for intersystem calling, keep the following important points in mind:
■
■
You cannot program the local ARS access code or pool dial-out codes into non-local dial plan extension ranges; the system blocks this programming.
Non-local extension range numbers cannot begin with the local ARS access code. If, for example, the ARS access code begins with 9 and a non-local dial plan extension range is 9230–9330, programming is blocked.
You must not program the ARS access code of a non-local system into the non-local dial plan because it poses a security risk; it is best if all networked systems assign the same ARS access code.
The Remote Access codes of non-local systems can be included in the non-local dial plan for the convenience of technicians providing technical support or for users to program their forwarding home extensions on a nonlocal system. Each system should use a unique and unambiguous Remote
Access code.
■
■
Your non-local dial plan programming has no effect on the remote system(s) it references. Local dial-plan changes made at a system do not automatically update the non-local dial plan numbering plans of networked systems. To avoid misrouting, it is recommended that manual adjustments to the non-local dial plans made by network system managers be made at the same time. System managers should provide ranges wide enough to avoid problems for future non-local dial plan changes.
In most cases, the extension numbers programmed into the non-local dial plan should be the same extension numbers that users at remote systems dial to reach one another within their systems. The main exception occurs when non-local dial plan numbers refer to extensions on DEFINITY ECS or
DEFINITY ProLogix Solutions systems, which include five digits.
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■
■
■
Extensions included in ranges must be unique and unambiguous across systems. In other words, if the local system includes extension 112 , that system blocks the programming of a non-local extension range that encompasses extension 1122 . If it allowed the range, calls to 1122 would be misrouted because the system would send calls for extension 1122 to extension 112 as soon as it received the first three numbers. In this example, the local system prevents the numbering conflict. However, if the local system is connected to more than one other networked system, programmed extension ranges must assure proper routing. For example, if the manager on System A must program extension ranges on two connected systems, System B and C, the specified ranges on Systems B and C must be unique and unambiguous. If System B includes the range
2030–2049, System C cannot include an extension range that encompasses either extension 203 or extension 204.
MERLIN LEGEND Communications System dial plans may include 2-digit,
3-digit, or 4-digit extension numbers. However, DEFINITY ECS or
DEFINITY ProLogix Solutions users must dial four digits in order to reach a
MERLIN LEGEND Communications System extension in a network.
Although the MERLIN LEGEND Communications System can be programmed to drop digit(s), use 4-digit dial plans in networks with
DEFINITY ECS or DEFINITY ProLogix Solutions.
When planning non-local extension ranges, PRI dial-plan routing and DID numbers must be considered. If calls are routed across the network to these numbers, they also must not conflict with extension ranges in other network systems. In addition, UDP routes must specify correct digit manipulation (deleting or adding digits). When such calls are routed to
5-digit DEFINITY ECS or DEFINITY ProLogix Solutions systems, special considerations apply.
MERLIN LEGEND Communications System non-local dial plan numbering specifies extensions up to four digits long, while DEFINITY ECS and DEFINITY
ProLogix Solutions systems may have 5-digit extension numbers. There are two methods you can use to number DEFINITY ECS or DEFINITY ProLogix Solutions non-local dial plan ranges to match the five digits. Choose one of the following techniques, depending upon the actual extension numbers you are entering in ranges and potential conflicts:
■
■
Specify ranges in MERLIN LEGEND that include the first four digits in the extension numbers. Each number you enter in the range represents 10 numbers in the remote 5-digit system. For example, an extension range entered as 4321 through 4322 represents remote extensions 43210 through 43229. Users actually dial five digits. The local system recognizes the number range by the first four digits, but sends all five digits to the
DEFINITY ECS or DEFINITY ProLogix Solutions system.
Enter the last four digits and use UDP routing to prepend the first digit in the DEFINITY ECS or DEFINITY ProLogix Solutions extension number.
The local system recognizes the number range using the last four digits.
Users dial only the last four digits. If DID calls must reach 5-digit DEFINITY
ECS or DEFINITY ProLogix Solutions extensions from a MERLIN
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LEGEND Communications System, this method of routing should be used.
However, DID facilities should be connected directly to the local DEFINITY
ECS or DEFINITY ProLogix Solutions systems.
Call Handling for Non-Local Dial Plan Extensions 8 4
When a local user dials a remote extension included in the non-local dial plan, he or she does so using an SA or Shared SA button. For the system user, the call is like a regular inside call.
The system takes the following steps in order to execute and direct the call:
1.
The system consults the local dial plan to find the extension number. If the number is not in the local plan, it searches the non-local dial plan. When the called number is in the non-local plan, Step 2 takes effect.
2.
Outward and toll restrictions assigned to the calling extension are disregarded so that the user can make this particular “outside” call. The extension’s FRL is compared to the UDP route FRL. The extension FRL must be equal to or higher than the route FRL in order for the call to go through. If a remote access user is making the call or if the call is to a nonlocal remote access code programmed into the non-local dial plan, the barrier code FRL takes the place of the extension FRL.
3.
The system locates the pattern associated with the extension number.
4.
The system finds the lowest-numbered available route for the call, beginning with Route 1. If all available routes are busy, the caller may use
Automatic or Selective Callback to queue for Route 1 on the local system.
5.
The call is put through speedily. It may go through more than one system before it is completed. For example, if a user on System A calls Extension
4551, the non-local dial plan may send the call to System B. If 4551 is not in System B’s local dial plan, it may be directed to a non-local dial plan extension, in System C, for example.
6.
At the non-local dial plan extension, the call rings as an outside call. If the user at the remote networked system has an MLX display telephone and the call arrives on a PRI tandem trunk, the display can provide caller information even for 5-digit extension numbers, such as 0,//6([W .
The system manager programs display preferences to supply the extension number, programmed name label, or both.
NOTES:
1.
Users at MLX display telephones can receive incoming call information for calls from non-local dial plan extensions, but only if the calls arrive on PRI tandem trunks. A display preference feature enables the display of extension number information, extension label (name) information, or both, at display
telephones. For more information, see “Display” on page 247
.
2.
Non-local dial plan programming can be used to route an extension’s calls to an outside number. This may be convenient
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Uniform Dial Plan Features
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Page 716 when, for example, an extension user is working at home and wants to receive calls at a home telephone number.
Transfers with consultation can be made across the network, but they cannot be voice-announced. These transfers must be made using telephones; they cannot be made by CTI-linked PassageWay Telephony services clients. Transfers between extensions on different networked systems are actually trunk-to-trunk transfers. Although transfers to non-local dial plan extensions can be made regardless of trunk-to-trunk transfer prohibitions, such transfers made over tandem tie trunks behave like trunk-to-trunk transfers, providing no transfer returns. If the transfer is made over tandem PRI facilities and the non-local extension is unavailable, the call returns to the transfer originator if the intended destination is busy, invalid, or has Do Not Disturb active with no coverage.
UDP routing distributes intersystem calls among networked system users, as well as DID and PRI dial-plan routed calls that arrive from the public switched telephone network and are routed across the network. It allows the system manager to prioritize routes used for calls and set up special routes, for distributing 2B data calls to remote videoconferencing systems, for example. This routing is distinct from the ARS and Remote Access features used when extensions on one networked system make outside calls by using lines/trunks connected to another system in the same private network. For detailed information on setting up network tandem trunks, refer to the Network Reference .
Considerations and Constraints 8 4
Calls to a non-local dial plan extension are treated as outside calls for the purpose of conferencing. Each non-local conference participant who is added takes up one of the two outside calls permitted in a conference. For example, if a user has added two outside calls to a conference, it is not possible to add a non-local dial plan extension. Similarly, if two outside parties are already participating in a conference, and an attempt is made to add a third participant on the local switch, the local user can be added if he or she answers the call.
Trunk-to-trunk transfer restrictions assigned to extensions are not applied to the following types of calls:
■ A call on a private network trunk transferred to a non-local dial plan extension
■
■
A call on an outside central office line/trunk transferred to a non-local dial plan extension
A call on a private network trunk transferred to an outside central office line/trunk
Consult the Network Reference for information about restricting calls on extensions in a network. Note that if an extension receives an outside call transferred from a non-local extension over a tandem trunk, the user can then transfer this outside call to an outside PSTN facility, possibly bypassing intended restrictions.
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Uniform Dial Plan Features
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In Release 6.0 and later systems, T1 channels can be programmed either to emulate voice tie trunks or data tie trunks. These can be used as tandem trunks linking networked systems. In addition, you can use drop-and-insert equipment to supply fractional T1 use; see the Network Reference for more information.
Telephone Differences 8 4
Queued Call Consoles 8 4
For Release 6.0 and earlier systems, an extension may not have its calls covered by a QCC on another system. In Release 6.1 and later systems (Hybrid/PBX mode only), a QCC can be the non-local extension that is the single non-local member in a calling group.
A QCC operator can manually extend an outside or non-local dial plan extension call to a local extension, non-local dial plan extension, or a destination outside the private network. If the destination is a non-local extension and the call extending
(Join) is completed to a busy or invalid number, the transfer can be returned only if the Join took place over tandem PRI trunks. If the Join took place over tandem tie trunks, it is not returned in the event that the destination is busy or invalid.
A QCC Pool Status button shows activity on private network trunk pools as well as on other trunk pools.
A call from a non-local dial plan extension over tandem tie trunks is prioritized as an outside call to the QCC and treated as an outside call for the purpose of the
Join function.
Direct-Line Consoles 8 4
To prevent toll fraud, private trunks should not be assigned as personal lines on a
DLC, nor should a DLC be given dial access to private trunk pools.
Direct Station Selectors 8 4
In Release 6.0 and earlier systems, DSS buttons function only for local system extensions. In Release 6.1 and later systems (Hybrid/PBX mode only), DSS buttons can be pressed for non-local extensions. However, no busy indications appear on the DSS for non-local extensions.
Single-Line Telephones 8 4
In Release 6.0 and later systems, single-line telephones can perform the same trunk-to-trunk transfers as other extensions, even though they are prohibited from making trunk-to-trunk transfers of inside or outside calls to local system trunks.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Uniform Dial Plan Features
Issue 1
August 1998
Page 718
Feature Interactions 8 4
Account Code Entry Account codes entered on the local system are reported by SMDR.
Users can enter account codes for private network calls.
Alarm
When Forced Account Code Entry is programmed, a user can still dial a non-local extension without entering an account code.
System alarms apply to the local system. The Alarm button on an operator console responds to the local system.
Auto Answer Intercom does not work for calls on private network trunks.
Auto Answer
Intercom
Auto Dial
Automatic Route
Selection
Barge-In
Callback
Non-local dial plan extension numbers can be programmed on outside
Auto Dial buttons and not on inside Auto Dial buttons.
ARS access codes should not be assigned to the non-local dial plan. For example, if the ARS code is 9, extension ranges such as 9000–9039 should not be assigned.
Barge-In does not work for calls over the private network.
Callback queuing works for lines/trunks connected to the caller’s local system, including private network tandem trunks. When a call is sent across the network and a non-local extension or system’s trunks are busy, the caller cannot queue the call using Callback.
Camp-On
When an extension has Automatic Callback turned on and originates a call to a non-local extension, the call is queued at the local system for
Route 1 only. If all routes are busy, the caller hears callback tone. If the caller is using ARS to call out over trunks connected to a remote system and the outside facilities at the remote system are busy, the caller hears the busy tone. The caller also hears the busy tone if he or she is calling a busy non-local dial plan extension. Neither call activates callback queueing because the caller is not connected to the system from which the busy condition originates.
Caller ID
If a caller attempts Selective Callback upon hearing a busy tone and the busy condition is not derived from the originating system, Selective
Callback has no effect. A caller can use Selective Callback to queue for
Route 1 when all local routes for a networked call are busy.
If a PRI tandem trunk conveys a call from the receiving system to a remote networked system without user intervention, Caller ID information is also conveyed. If the tandem trunk is an analog or digital tie trunk, no
Caller ID information is sent to the remote system. If a Caller ID call is transferred from the receiving system to the remote system, no Caller ID information is conveyed
Calling Restrictions Toll/outward restrictions and the prohibition of trunk-to-trunk transfers do not apply to calls made to extensions in the non-local dial plan.
Dial-access to pools should not be permitted for pools of private trunks.
Camp-On does not work for non-local dial plan extensions.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Uniform Dial Plan Features
Centralized Voice
Messaging
Conference
Coverage
CTI Link
Issue 1
August 1998
Page 719
In Release 6.1 and later systems (Hybrid/PBX only), the non-local integrated VMI calling group cannot be dialed directly. The local calling group that contains the non-local extension for the integrated VMI calling group is dialed instead. The system then sends the call to the remote system according to the route and pattern set up for that extension. See the Network Reference for details.
Calls to a non-local dial plan extension are treated as outside calls for the purpose of conferencing. Each non-local conference participant who is added takes up one of the two outside calls permitted in a conference.
For example, if a user has added two outside calls to a conference, it is not possible to add a non-local dial plan extension.
Non-local UDP calls are treated as outside calls by the system and by
Selective Coverage features: Coverage Off, Coverage Inside, and
Coverage VMS Off.
In Release 6.0, calls cannot be covered by non-local extensions or nonlocal calling groups.
In Release 6.1 and later systems (Hybrid/PBX mode only), although calls cannot be sent directly to non-local extensions or calling groups for coverage, they can be sent to a local calling group that has a non-local calling group extension as its only member.
In a private network, operation for calls in PassageWay Telephony
Services applications depends upon the application implementation as well as the type of private networked trunks (PRI or tie) that carry calls.
For an outgoing call, if the PassageWay Telephony Services application uses the length of a destination telephone number to differentiate PSTN calls from UDP calls, a PassageWay Telephony Services client displays a non-local extension call in the same way as it does inside calls.
For an outgoing call, if the PassageWay Telephony Services application uses receipt of the Network Reached event to differentiate PSTN calls from inside calls, a PassageWay Telephony Services client displays a non-local extension call or other UDP-routed call in the same way as it does an outside call made to the public switched telephone network.
For an incoming call, if the PassageWay Telephony Services application uses the length of ANI information to differentiate PSTN calls from UDP calls, a PassageWay Telephony Services client displays a non-local dial plan call as an inside call.
For an incoming call, if the PassageWay Telephony Services application uses the presence of a trunk identifier in the delivered event to differentiate PSTN calls from UDP calls, a PassageWay Telephony
Services client displays a non-local dial plan call in the same way it does a PSTN call.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Uniform Dial Plan Features
CTI Link continued
Direct Voice Mail
Directories
Display
Issue 1
August 1998
Page 720
For an incoming PSTN call that enters the private network on a PRI trunk with an ANI of length shorter than seven digits and crosses PRI tandem trunks only, the recipient PassageWay Telephony Services client display depends on the PassageWay Telephony Services application implementation.
■ If the PassageWay Telephony Services application does not strip leading zeros, the PassageWay Telephony Services client displays the ANI information with any leading zeros needed to make the information seven digits long.
■ If the PassageWay Telephony Services application strips leading zeros, the recipient PassageWay Telephony Services client displays the ANI information in its original length. The call displays as an inside or outside call, depending on whether ANI information or a trunk identifier in the delivered event is used to the differentiate the call.
If the non-local dial plan recipient of a transfer or conference call is a
PassageWay Telephony Services client, the recipient’s display shows caller information about the conference or transfer originator, not about any other caller. Users at CTI-linked PassageWay Telephony Services extensions must use the telephones at their extensions to make transfers to non-local dial plan extensions or to add conferees to a conference.
They cannot use their PassageWay applications. A PassageWay
Telephony Services client display does not provide an indication when a conferee is dropped.
Collected digits are not sent across the network.
Direct voice mail cannot be used for non-local dial plan extensions.
Non-local dial plan extensions cannot be included in a local Extension
Directory.
Non-local dial plan extensions can be included in Personal and System
Directories.
You cannot use a remote networked system’s System Directory to make calls.
PRI tandem trunks can provide label and extension number display at the destination MLX display telephone. The system manager programs this capability to allow display of the label (name), extension number, or both.
The system supports the display of 5-digit DEFINITY ECS or DEFINITY
ProLogix Solutions system extension numbers.
If an incoming PRI call with ANI is directed over PRI tandem trunks only, the trunk label and ANI information can display at the display telephone extension where the call arrives.
Tandem tie trunks do not support this display. Calls between networked systems on tie trunks display as outside calls do.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Uniform Dial Plan Features
Display continued
Forward and
Follow Me
Group Calling
HFAI
HotLine
Labeling
Issue 1
August 1998
Page 721
Display operation for Forwarding, redirected transfers, and returned transfers are generally not supported across a private network. When a call is transferred and travels over PRI tandem trunks, the display shows the transferring extension. A forwarded call arriving at a remote extension displays as though the caller had reached the extension directly.
Follow Me is not supported across a private network.
In Release 6.0 (Hybrid/PBX mode only), Forward is not supported across a private network.
In Release 6.1 and later systems (Hybrid/PBX mode only), Forward is supported across a private network.
Private-networked trunks cannot be programmed to ring into calling groups because tandem trunks are dial-in facilities.
When a calling group extension number is included in the non-local dial plan, you can dial the group just as you would any other extension. Calls can be transferred to non-local calling groups.
In Release 6.0 systems (Hybrid/PBX mode only), all calling group members, the supervisor, alerts, delay announcement devices, and overflow receivers must be located on the same system.
In Release 6.1 and later systems (Hybrid/PBX mode only), coverage and overflow can be directed to a calling group that contains a single non-local extension number.
Calls-in-Queue Alarm buttons and alerts as well as delay announcement devices work only for calling groups on the local system.
The HFAI button does not work for calls from non-local dial plan extensions.
You cannot assign a non-local extension for HotLine operation. However, a HotLine extension can dial a non-local extension.
For incoming calls, the alphanumeric label and/or extension number for non-local dial plan extensions appears on local system MLX displays according to display preference programming. This feature works only when PRI tandem trunks convey the calls.
When operators make intersystem calls, you should relabel the default
23(5 label to distinguish operators in different systems.
In Release 6.0 and later systems (Hybrid/PBX mode only), the system supports the display of 5-digit DEFINITY ECS or DEFINITY ProLogix
Solutions extension labels across a private network, although long
DEFINITY ECS or DEFINITY ProLogix Solutions labels may be truncated on MERLIN LEGEND Communications System MLX displays, which support a maximum of 7 characters for name labels and 7 characters for extension number labels.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Uniform Dial Plan Features
Messaging
Music On Hold
Night Service
Paging
Park
Personal Lines
Pickup
Pools
Issue 1
August 1998
Page 722
Messaging features generally do not work across a private network. They only work for extensions connected to the same system.
A user cannot turn a message light at a non-local dial plan extension off or on. Only an integrated VMI port can turn a message light on or off across a private network (Release 6.1 and later systems).
An operator cannot inspect the message status of an extension.
Music On Hold sources cannot be shared by networked systems.
Calls between systems in a private network are treated as outside calls; for this reason, callers hear Music On Hold as though they were outside callers.
All Night Service group extensions and lines must be on the local switch, as must be any Night Service alerts.
If Night Service is programmed with outward restriction, the restriction does not apply to non-local dial plan calls. Exclusion lists do not apply to intersystem calls.
During Night Service operation, a user can call into a shared remote access trunk and use remote access to reach non-local extensions.
During Night Service operation, an intersystem call to a member of a
Night Service group rings at all member extensions.
Transitions into and out of Night Service must be made locally. For example, an operator cannot turn on Night Service at a remote system.
Private trunks should not be assigned to a Night Service group.
In Release 6.1 and later systems (Hybrid/PBX mode only), Night Service coverage can be provided across a private network to a centralized
Automated Attendant, a non-local calling group, a QCC queue, a DLC, or any individual extension on the remote system.
Loudspeaker and voice paging calls cannot be made to non-local dial plan extensions or paging groups.
Park zones must be in the local system. Calls cannot be parked at remote park zones.
Private networked trunks should not be assigned to extensions as personal lines.
A call at a non-local extension cannot be picked up.
All private trunks must be assigned to pools of trunks that are of the same type (PRI, analog tie, T1-emulated tie voice, or T1 Switched 56). For security and speed reasons, dial access and Pool button access to these pools should not be permitted.
Pool Status buttons show the busy or not-busy status of private trunk pools and outside trunk pools.
When PRI tandem trunks are available, their pools should be assigned as
Route 1 for the purpose of UDP routing.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Uniform Dial Plan Features
Reminder Service
Service Observing
Signal/Notify
SMDR
Speed Dial
System
Renumbering
Transfer
Issue 1
August 1998
Page 723
Reminder Service does not function across a private network.
In Release 6.1 and later systems, calls coming across a private network can be observed just like outside calls. A Service Observer cannot observe non-local extensions.
These features do not function across a private network.
SMDR reports may report calls using more than one call record.
Depending upon how SMDR is programmed and how calls are routed, you may need to consult several SMDR records in order to trace a call that is routed over network trunks. All network calls are reported according to SMDR programming for reporting incoming and outgoing calls. For network calls, outgoing call records report the incoming tandem trunk number in the STN. field; dialed digits shown on the report do not reflect any digit manipulation (addition or absorption) performed by the local system.
Ensure that the system date and time are set accurately on each system that carries network calls. When reviewing reports, consider any time zone differences among networked systems.
Non-local dial plan numbers can be programmed as speed dial numbers.
System Speed Dial numbers can only be accessed by local system users.
A separate numbering plan is provided for non-local dial plan extensions, allowing system managers to enter the ranges of extensions on remote systems. These ranges are associated with patterns that in turn allow routing over private tandem trunks or over PSTN facilities when appropriate. Programming remote extension ranges does not affect the remote system or the extension numbering used within the remote system. When a system is renumbered to the factory-set default, nonlocal dial plan extension ranges are deleted.
Transfers to non-local dial plan extensions are actually trunk-to-trunk transfers. Most extensions, including those equipped with single-line telephones, can make these calls, even if trunk-to-trunk transfers are prohibited. The incoming call must be on a trunk with reliable disconnect.
If a private network trunk is not available to carry the transferring call, it can be callback-queued.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Uniform Dial Plan Features
Transfer continued
Issue 1
August 1998
Page 724
Local users can make the types of calls listed below, regardless of system programming for trunk-to-trunk transfers:
■ A call on a private network trunk transferred to a non-local dial plan extension
■
■
A call on an outside central office line/trunk transferred to a nonlocal dial plan extension
A call on a private network trunk transferred to an outside central office line/trunk
Other trunk-to-trunk transfers are prohibited. If the system manager has prohibited an extension from making trunk-to-trunk transfers, it is still prevented from transferring inside or outside calls to another local system trunk connected to the public switched telephone network.
Consult the Network Reference for information about restricting calls on extensions in a network. Note that if an extension receives an outside call transferred from a non-local extension over a tandem trunk, the user can then transfer this outside call to an outside PSTN facility, possibly bypassing intended restrictions.
Most transfer functions operate normally between local and non-local dial plan extensions, except when transfers are performed by or received by
PassageWay Telephony Services clients with a CTI link. However, a call transferred to a non-local dial plan extension with an MLX display telephone does not receive the same call information that an inside transfer does. Only the extension number and label (if programmed) of the transferring extension are shown.
Transfers across networked systems only return to the transferring extension if the transfer is routed over tandem PRI facilities. If a call is transferred to a busy or invalid non-local dial plan extension over tandem tie trunks, the transfer originator hears a busy tone and must hang up and call back in order to speak with someone.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Voice Announce to Busy
Voice Announce to Busy
8 4
At a Glance
Users Affected
Reports Affected
Modes
Telephones
Programming Codes
Receive On
Receive Off
MLX Display Labels
System Programming
Factory Settings
Analog multiline Voice
Announce
QCC Voice Announce
Issue 1
August 1998
Page 725
8 4
Telephone users, DLC operators
Extension Directory, Extension Information
All
All except single-line telephones
9RLFH$QQFH5HFHLYH2Q>9RLFH5HFY2Q@
9RLFH$QQFH5HFHLYH2II>9RLFH5HFY2II@
●
Turn on/off Voice Announce for analog multiline telephones:
([WHQVLRQV
→
9RLFH6LJQO
●
Enable or disable Voice Announce for QCCs:
2SHUDWRU
→
4XHXHG&DOO
→
More
→
9RLFH$QQF
On
Disabled
Description 8 4
Voice Announce to Busy allows MLX and analog multiline telephone users to receive inside calls on their speakerphones, even if they are on a call. A telephone user can turn off all incoming voice announcements, calls made from an SA Voice or ICOM Voice button on another extension, or group pages.
When Voice Announce to Busy is on at an extension and the handset at that extension is in use, an inside caller can reach that extension by speaking on its speakerphone. When Voice Announce to Busy is turned off at an extension, no caller can turn on that extension’s speakerphone. However, the user at that extension can still make calls and speak on the speakerphone.
Voice Announce to Busy requires two communications channels between the control unit and the telephone, one for voice-announced calls and one for ringing calls. Turning off the feature at an extension converts the second, voiceannounced, channel into a ringing channel. Calls made to the extension as voiceannounced calls arrive as ringing calls instead.
For an MLX telephone, Voice Announce to Busy is automatically available because the MLX extension jack provides two communications channels. For an analog multiline telephone, enabling the feature requires assigning two consecutive extension jacks to the telephone. The extension assigned to the oddnumbered jack is the telephone’s extension; the extension assigned to the next
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Voice Announce to Busy
Issue 1
August 1998
Page 726 higher even-numbered jack is used for voice announcements and cannot be dialed. A single-line telephone cannot receive voice-announced calls even if the set has a speakerphone.
When a caller makes a voice-announced call to an extension with Voice
Announce to Busy, the caller hears a tone. The called person hears a beep and the caller’s voice over the speakerphone unless one of the following is true:
■ The called person is already using the speakerphone. In this case, the caller hears ringback, and the called person hears an abbreviated ring, if programmed.
■
■
The called person has turned off Voice Announce to Busy. In this case, the caller hears ringback, and the called person hears ringing for an inside call.
The called person has turned on Do Not Disturb. The caller hears a busy signal and, if the caller has a display telephone, sees the message '2127
',6785% .
QCC Voice Announce 8 4
In Release 4.0 and later releases, if QCC Voice Announce is Enabled, then the fifth Call button on QCCs can be used to announce a call on another user’s speakerphone. If Voice Announce is disabled (factory setting), then the fifth Call button functions the same as any other Call button. This setting applies to all
QCCs in the system. Inspecting this button displays &DOO9RLFH if Voice
Announce for QCCs is enabled and &DOO5LQJ if Voice Announce for QCCs is not enabled.
QCCs cannot receive Voice Announce calls. Any call to a QCC from a Voice
Announce SA button from another extension is received at the QCC as a ringing call.
Considerations and Constraints 8 4
By turning off Voice Announce to Busy, MLX and analog multiline telephone users can prohibit all voice announcements to their telephones. When a user turns off
Voice Announce to Busy, the Hands Free Answer on Intercom (HFAI) capability is also turned off.
Voice Announce to Busy should be turned off at data workstations that include either an MLX telephone or an analog multiline telephone, a GPA, and a modem.
Telephone Differences 8 4
Queued Call Consoles 8 4
If QCC Voice Announce is Enabled, Voice Announce calls can be made by choosing the fifth Call button on the console.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Voice Announce to Busy
Issue 1
August 1998
Page 727
QCCs cannot receive Voice Announce calls. Any call to a QCC from a Voice
Announce SA button from another extension is received at the QCC as a ringing call.
Other Multiline Telephones 8 4
Voice Announce to Busy is available only on multiline telephones. The feature is automatic on an MLX telephone. An analog multiline telephone requires an additional extension jack for the feature.
MLC-5, MDC 9000, and MDW 9000 cordless and cordless/wireless telephones cannot receive voice-announced calls. However, Voice Announce to Busy is not automatically turned off for this type of telephone. If a multiline telephone user tries to make a voice-announced call to a cordless telephone on which Voice
Announce to Busy has not been turned off, the cordless telephone beeps. The user can then answer the call using the handset.
Single-Line Telephones 8 4
Single-line telephone users cannot make or receive voice announcements, even if the set has a speakerphone.
Feature Interactions
Coverage
Digital Data Calls
Do Not Disturb
8 4
An inside voice-announced call is not sent to coverage because, if the sender’s speakerphone is available, the call is answered as soon as it is made. If the sender’s speakerphone is in use, the call is converted to a ringing call and sent to coverage.
Voice Announce to Busy should be disabled at digital data workstations.
At a passive-bus MLX telephone, Voice Announce to Busy requires one of the B-channels needed for a 2B video call and should be used only when the video system is not active on, or receiving, a call.
A user with Do Not Disturb on does not receive voice announcements.
HFAI When Voice Announce to Busy is turned on, HFAI is disabled.
Microphone Disable Users who are on their telephones and whose microphones are disabled can still hear a voice-announced call over the speakerphone. They must press the button with the incoming call and use the handset to talk to the caller.
Multi-Function
Module
Paging
Voice Announce to Busy interferes with data calls made through a device attached to an MFM.
A user who turns off Voice Announce to Busy does not receive group pages.
MERLIN LEGEND Communications System Release 6.1
Feature Reference 555-661-110
Features
Volume
Volume
8 4
At a Glance
Users Affected
Modes
Telephones
8 4
Telephone users, operators
All
MLX telephones
Issue 1
August 1998
Page 728
Description 8 4
The Volume button on the MLX-5, MLX-5D, MLX-10, MLX-10D, MLX-10DP, MLX-
16DP, MLX-20L, and MLX-28D telephones controls the volume levels for ringing, conversations on the handset, and conversations on the speakerphone. The user can set each of these volume levels independently of the others, and it stays set until the user changes it again.
Press the side of the Volume button labeled
∧
to raise the volume and the side labeled
∨
to lower it, as follows:
■ Change the ringing volume while the telephone is ringing.
■
■
Change the handset volume while on a call using the handset.
Change the speakerphone volume while on a call using the speakerphone.
Telephone Differences
Only MLX telephones have Volume buttons.
8 4
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