AT&T MERLIN Attendant Manuel d'instructions Page 1

AT&TMERLIN MAIL™Voice Messaging SystemRelease 2for MERLIN LEGEND™ Communications SystemPlanning Guide and Forms

IntroductionAutomated AttendantThe Automated Attendant Service consists of an announcement and a multi-level menu, providing callers with a number of

TTemporary Closure Greeting, G-6Touch-Tone Duration, G-7Touch-Tone Gate, 3-11, 3-13, 3-14, G-7Touch-Tone Interval, G-7Transfer Directly to an Extensio

IntroductionAfter the caller makes a selection, the next menu tier might ask the callerto enter the direction he or she is coming from and would then

IntroductionThe MERLIN MAIL system provides the following two additional features: Fax Call Handling— MERLIN MAIL is capable of receiving fax calls a

IntroductionCall Answer ServiceThe Call Answer Service allows callers to leave messages or transfer to anotherextension when the extension called is b

IntroductionThe following features enable subscribers to send and receive messages:Group ListsGroup Lists give subscribers the ability to send a singl

IntroductionPlanning FormsAfter you have determined which MERLIN MAIL system features you want, youmust complete the MERLIN LEGEND planning forms and

MERLIN LEGENDPlanning2General InstructionsIt is essential that the MERLIN MAIL Voice Messaging System be properlyintegrated with the MERLIN LEGEND Com

MERLIN LEGEND PlanningMERLIN LEGEND Form 2a:System Numbering—Station JacksMERLIN LEGEND Form 2a identifies current extension assignments for individu-

MERLIN LEGEND PlanningPBX System Form 2aSystem Numbering — Station JacksRenumber System❑ 2-Digit ✦❑ Selected extension numbers❑ 3-Digit❑ Set U

MERLIN LEGEND PlanningMERLIN LEGEND Form 2c:System Numbering—Trunk JacksUse MERLIN LEGEND Form 2C to verify that loop-start lines on the MERLINLEGEND

Copyright© 1991 AT&TAT&T 585-320-501All Rights ReservedIssue 1Printed in U.S.A.October 1991NoticeEvery effort was made to ensure that the info

MERLIN LEGEND PlanningMERLIN LEGEND Form 2d:System Numbering—SpecialRenumbersUse MERLIN LEGEND Form 2d to identify the designated Calling Groups. This

MERLIN LEGEND PlanningMERLIN LEGEND Form 4a or 4bComplete MERLIN LEGEND Form 4a or 4b if you have either of the followingservices: Automated Atten

MERLIN LEGEND PlanningDelayed Call HandlingIf you want the MERLIN MAIL Automated Attendant to work in Delayed Call Han-dling mode, you must assign a D

MERLIN LEGEND PlanningAfter-Hours Call HandlingIf you want the MERLIN MAIL Automated Attendant to work in After-Hours CallHandling mode, you must assi

MERLIN LEGEND PlanningMERLIN LEGEND Form 6d:Group CoverageUse MERLIN LEGEND Form 6d to create coverage groups. When a call to anextension (sender) in

MERLIN LEGEND PlanningCall Answer Service➀Sender Group No.Have the MERLIN LEGEND System Manager supply a group number forthe Call Answer Service Group

MERLIN LEGEND PlanningPageofPBX System Form 6d, Continued➀SenderGroup No.SenderGroup No.Extension Nos.SenderSenderGroup No.Extension Nos.Group No.➁Ext

MERLIN LEGEND PlanningMERLIN LEGEND Form 6e:Group CallingUse MERLIN LEGEND Form 6e to create an Integrated VMI (MERLIN MAIL) Cal-ling Group or a Calli

MERLIN LEGEND Planning➅TRUNKS (Immediate Call Handling Only)If the MERLIN MAIL Automated Attendant is to be the immediate (primary)call handler, you n

MERLIN LEGEND PlanningPage 2:Group No.Write in the same Group No, that you used on Page 1 of this form, if youhave not already done so.Group IDWrite i

ContentsAbout This Guidev Related Guidesvi1Introduction System FeaturesAutomated AttendantCall Handling MethodsCall Answer ServiceVoice Mail S

MERLIN LEGEND PlanningPBX System Form 6e, ContinuedGroup No.Group IDCalling Group OptionsHunt Type❑ Circular ✦✓❑ LinearDelay Announcement❑ No ✦❑ E

MERLIN LEGEND PlanningImmediate Call Handling with FaxIf you have more than one fax machine, you can use the first page of MERLINLEGEND Form 6e to cre

MERLIN LEGEND PlanningPageofPBX System Form 6eGroup Calling➀➁Maximum: 32 groups. Make a copy for each group.Group No. (1–32) Group ID➁

MERLIN LEGEND PlanningMERLIN LEGEND Form 6f:System FeaturesUse MERLIN LEGEND Form 6f to specify information on the following systemfeatures: ➀➁Transf

MERLIN LEGEND PlanningPBX System Form 6f➀Transfer OptionsReturn Time Interval❑✓ 4 rings ✦❑ 0 rings❑rings (1-3, 5-9)One-Touch Call Handling❑ One-Tou

MERLIN LEGEND PlanningMERLIN LEGEND Form 7a:Night Service—Group AssignmentUse MERLIN LEGEND Form 7a to specify information on the use of AutomatedAtte

MERLIN LEGEND PlanningPBX System Form 7aNight Service —Group Assignment➀Operator Ext. No. Operator Ext. No.Operator Ext. No.Operator Ext. No.➁Ext.Ext.

MERLIN LEGEND PlanningMERLIN LEGEND Form 7b:Night Service—Outward RestrictionThe MERLIN LEGEND system’s Outward Restrictionusing the telephones outsid

MERLIN LEGEND PlanningMERLIN LEGEND Form 8b:Label Form—Stations and CallingGroupsUse MERLIN LEGEND Form 8b to identify the labels you will see on disp

MERLIN LEGEND PlanningPBX System Form 8b➀➁Label Form —Stations and Calling GroupsExt.LabelExt.LabelExt. LabelNo.(7 characters maximum)No.(7 characters

Contents MERLIN LEGEND Form 7a:Night Service—Group Assignment2-20 MERLIN LEGEND Form 7b:Night Service—Outward Restriction2-22 MERLIN LEGEN

MERLIN MAIL Planning3General InstructionsIn this chapter you will complete the MERLIN MAIL planning forms. You needinformation from the MERLIN LEGEND

MERLIN MAIL PlanningMERLIN MAIL Form A:Voice Mail AssignmentsUse MERLIN MAIL Form A to create mailboxes for extensions and identify theperson and type

MERLIN MAIL PlanningUse the following guidelines to select the Class of Service: Mins (Minutes)—the size of the mailbox. Each mailbox can have 5,10, 1

MERLIN MAIL Planning ➃Outcalling —if outcalling is allowed, the MERLIN MAIL system willcall the subscriber at a designated outside telephone numberwh

MERLIN MAIL Planning➄Delayed Call Handling ServiceIf you have Delayed Call Handling Service, fill in the following information: NameWrite “Delayed C

MERLIN MAIL PlanningMERLIN MAIL Form AVoice Mail AssignmentsMailbox Assignments: ldentify the mailbox owner’s name, extension and the COS selected

MERLIN MAIL PlanningMERLIN MAIL Form B:System ParametersComplete MERLIN MAIL Form B to define the parameters of yourMERLIN MAIL system.ConsiderationsR

MERLIN MAIL Planning Split System with Call Answer Service assigned to Ports 1 and 2, andAutomated Attendant Service assigned to Ports 3 and 4.—You wa

MERLIN MAIL Form BMERLIN MAIL PlanningSystem ParametersServices that Callers Need:Check one:✓❑ Automated Attendant❑ Call Answer❑ Both➀Port Allocati

MERLIN MAIL PlanningPage 2:➅Weekly Business ScheduleDetermine if the MERLIN LEGEND business schedule is to be used. If so,use the MERLIN MAIL system f

ContentsAppendix A: MERLIN MAIL FormsA-1Appendix B: Factory SettingsB-1GlossaryG-1IndexIN-1iii

MERLIN MAIL PlanningMERLIN MAIL Form C:System GreetingsUse MERLIN MAIL Form C to create the greetings that callers hear when theyreach the MERLIN MAIL

MERLIN MAIL PlanningMERLIN MAIL Form CSystem GreetingsAutomated Attendant Greeting: Greeting cannot exceed ten seconds. Record two separate gree

MERLIN MAIL PlanningMERLIN MAIL Form D:Automated Attendant SettingsComplete MERLIN MAIL Form D only if your company wants to use AutomatedAttendant Se

MERLIN MAIL PlanningDelayed Call➀➁➂➃HandlingCall Handling TypeCheck the box marked Delayed Call Handling.Fax Machine ExtensionYou cannot have a fax ex

MERLIN MAIL PlanningMERLIN MAIL Form DAutomated Attendant SettingsCall Handling Type:Check one:✓❑ Immediate Call Handling❑ Delayed Call Handling❑ A

MERLIN MAIL PlanningMERLIN MAIL Form E:Automated AttendantDay Main MenuUse MERLIN MAIL Form E to create the Day Main Menu and the script a callerhears

MERLIN MAIL Planning Type 3 —Transfer to an Existing AnnouncementIf the information needed by callers—for example, your businesshours or a mailing add

MERLIN MAIL PlanningMERLIN MAIL Form EAutomated Attendant Day Main MenuDay Main Menu: If you are using Automated Attendant for Day and for Night

MERLIN MAIL Planning➅Day Dial 0/Timeout Action OptionsThese three options offer you a choice of how to handle calls when callerspress 0 or do not ente

MERLIN MAIL PlanningMERLIN MAIL Form F:Automated Attendant After-HoursMain MenuComplete MERLIN MAIL Form F to create the after-hours menu and script a

About This GuideThis guide provides planning information and forms for the MERLIN MAIL™Voice Messaging System. It is intended for use by you, the syst

MERLIN MAIL Planning Type 2 —Transfer to an Existing SubmenuWhen a caller chooses the Selector Code, another menu plays fromwhich the caller enters

MERLIN MAIL PlanningMERLIN MAIL Form FAutomated Attendant After-Hours Main MenuAfter-Hours Main Menu: If using Automated Attendant for Day and After-H

MERLIN MAIL Planning➅After-Hours Dial 0/Timeout OptionsThese three options offer you a choice of handling calls when callers press0 or do not enter a

MERLIN MAIL PlanningMERLIN MAIL Form G:Automated Attendant SubmenusUse MERLIN MAIL Form G when you specify Transfer Type 2 (transfer to a sub-menu) fo

MERLIN MAIL Planning Type 4 —Prompt for an ExtensionCallers must enter a Selector Code before they can dial an indivi-dual extension. Use this type of

MERLIN MAIL PlanningMERLIN MAIL Form GAutomated Attendant SubmenusSubmenu Selector Codes: During administration of Automated Attendant, you must cr

MERLIN MAIL PlanningPage 2:➅Submenu ScriptWrite a Submenu Script that identifies the department, person, or type ofinformation the caller receives aft

MERLIN MAIL PlanningMERLIN MAIL Form H:Automated AttendantAnnouncementsComplete MERLIN MAIL Form H to create announcements that provide currentor freq

MERLIN MAIL PlanningMERLIN MAIL Form HAutomated Attendant AnnouncementsAnnouncements: Each announcement can be up to two minutes in length. When pr

MERLIN MAIL PlanningMERLIN MAIL Form I:Group ListsVoice Mail ServiceUse MERLIN MAIL Form I to create Group Lists. Group Lists provide the abilityto se

About This GuideRelated GuidesThe following guides are available to help you set up, use, and maintain theMERLIN MAIL system when it is installed with

MERLIN MAIL PlanningMERLIN MAIL Form I Group ListsGroup Lists provide the ability to send voice mail to multiple subscribers at one time.When sendin

Appendix A: MERLIN MAIL FormsA-1

MERLIN MAIL Form AVoice Mail AssignmentsMailbox Assignments: Identify the mailbox owner’s name, extension and the COS selected (see “COS Key” on ba

MERLIN MAIL Form AClass of Service (COS) KeyClassMinsTransfer Type Outcalling15UnsupervisedNo210UnsupervisedNo3 15 Unsupervised No45SupervisedNo510Sup

MERLIN MAIL Form BSystem ParametersServices that Callers Need:Check one:❑ Automated Attendant❑ Call Answer❑ BothPort Allocation: Fill in the corres

MERLIN MAIL Form BWeekly Business ScheduleFor AutomatedAttendant Service after hours only, specify all days as closed. The factory setting is “CLO

MERLIN MAIL Form CSystem GreetingsAutomated Attendant Greeting: Greeting cannot exceed ten seconds. Record two separate greetings if using Aut

MERLIN MAIL Form CVoice Mail Greeting: Greeting cannot exceed two minutes. Instruct callers to enter the subscriber’s extension and the pound si

MERLIN MAIL Form DAutomated Attendant SettingsCall Handling Type:Check one:❑ Immediate Call Handling❑ Delayed Call Handling❑ After-Hours Call Handling

MERLIN MAIL Form EDay Main Menu Script: Write a script for the Day Main Menu that callers will hear after the Automated Attendant Day Greeting.Day Mai

Introduction1Use this Planning Guide and the planning forms to plan and configure theMERLIN MAIL™ Voice Messaging System with the MERLIN LEGEND™Commun

MERLIN MAIL Form FAfter-Hours Main Menu Script: Write a script for the After-Hours Main Menu that callers will hear after the Automated Attendant Afte

MERLIN MAIL Form FAfter-Hours MainAutomatedMenu:Attendant After-Hours Main Menu If using Automated Attendant for Day and After-Hourseven if the Day

MERLIN MAIL Form GAutomated Attendant SubmenusSubmenu Selector Codes: During administration of Automated Attendant, You must create and record each su

MERLIN MAIL Form GSubmenu No.Script: Write a script that callers will hear when they select the submenu above.Submenu No.ScriptForpressForpressForp

MERLIN MAIL Form HAutomated Attendant AnnouncementsAnnouncements: Each announcement can be up to two minutes in length. When programming Automated At

MERLIN MAIL Form I Group Lists provide the ability to send voiceWhen sending a message, a subscriber canGroup Listsmail to multiple subscribers at o

Appendix B: Factory SettingsMERLIN MAIL System Factory SettingsMERLIN MAIL ParameterFactory SettingAutomated AttendantAutomated Attendant Menu IDs1-99

Appendix BMERLIN MAIL System Factory SettingsMERLIN MAIL ParameterFactory SettingGreetings/PromptsInitial Greetings10 sec.Menu Prompts2 min.Personal G

GlossaryAnnouncementAn informative message (usually provides frequently requested information) that isprerecorded by the System Administrator and play

GlossaryCalling GroupAn extension or group of extensions to which calls are redirected by phones from groupcoverage. See also Group Calling.Class of S

IntroductionSystem FeaturesBefore you can begin to fill in the planning forms, you must consider how yourcompany wants to use the MERLIN MAIL system,

GlossaryFactory SettingsThe settings that are in effect when the MERLIN LEGEND Communications System orthe MERLIN MAIL Voice Messaging System is shipp

GlossaryHunt PatternThe hunt pattern defines the search pattern used by the Group Calling feature to searchfor the next available extension for answer

GlossaryNight ServiceNight Service operation can be programmed to handle after-hours calls automatically,based on a predetermined schedule (Night Serv

GlossarySubmenuA lower-level menu selected from the Main Menu or from another submenu that pro-vides additional menu options or information to callers

GlossaryTouch-Tone DurationThe Touch-Tone duration defines the length (specified in milliseconds) of Touch-Tonecodes sent between a voice messaging sy

GlossaryUnsupervised TransferThe Automated Attendant Service transfers calls without waiting to see if the extensionrequested is busy or is not answer

IndexACAfter-Hours Call Handling, 1-5, 2-8, 2-9,2-21, 3-5, 3-14After-Hours Dial 0/Timeout Options, 3-18,3-19, 3-22, 3-23After-Hours Greeting, 3-11Afte

Dial 0/Timeout option, 3-18, 3-19,3-22, 3-23, G-2Dial Plan, 3-14, G-2Dictaphone, 3-2Digital telephone, 2-2Directory, 3-4Directory list, 3-4Directory s

JJack numbering, 2-2 to 2-5KKey mode, 1-1, 2-1Key system, G-4MERLIN LEGEND planning, 1-1, 2-1MERLIN MAIL Calling Group, 2-23 to 2-24MERLIN MAIL planni

PPassword, 2-22PBX mode, 1-1, 2-1Personal greetings,Planning1-6MERLIN LEGEND, 2-1MERLIN MAIL, 3-1Planning forms, 1-8, 2-1, 3-1Port allocation, 3-7 to