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®
MERLIN LEGEND
Communications System
Release 5.0
System Manager’s Guide
555-650-118
Comcode 108005802
Issue 1
June 1997
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Copyright © 1997, Lucent Technologies Document 555-650-118 All Rights Reserved Comcode 108005802 Printed in USA Issue 1 June 1997 Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. See Appendix A, “Customer Support Information,” for important information. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unaut
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 Contents Page iii Contents Contents iii IMPORTANT SAFETY INSTRUCTIONS ix New Features and Enhancements xi ■ Release 4.1 Enhancements xi ■ Release 4.2 Enhancements xiii ■ Release 5.0 Enhancements xv Prior Releases: Features and Enhancements xxi ■ Release 3.1 Enhancements xxi ■ Release 4.0 Enhancements xxiii About This Book xxvii ■ Intended Audience xxvii ■ How to Use This Book xxvii ■ Terms an
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 Contents Page iv ■ Data Communications Capabilities 2-29 System Components 3-1 ■ Control Unit 3-1 ■ Telephones 3-14 ■ Operator Consoles 3-29 ■ Adapters 3-33 ■ Adjuncts 3-35 ■ Power-Related Hardware 3-45 Features and Applications 4-1 ■ Features 4-1 ■ Applications 4-55 Putting the System to Work 5-1 ■ Scenario 1: A Small Office 5-2 ■ Scenario 2: A Professional Office 5-6 ■ Scenario 3: A Dual-Lo
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 Contents Page v ■ Adding a QCC Operator Position 6-60 ■ Adding Operator Features 6-63 ■ Connecting Auxiliary Equipment 6-65 ■ Changing Calling Group Assignments 6-68 ■ Revising Allowed Lists 6-69 ■ Assigning Allowed Lists to Extensions 6-71 ■ Revising Disallowed Lists 6-72 ■ Assigning Disallowed Lists to Extensions 6-75 ■ Changing Group Coverage Assignments 6-76 ■ Revising Night Service with
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 Contents Page vi ■ Programmed Button Fails 8-21 ■ Reminder Messages Received with the Wrong Time 8-22 ■ Recall/Switchhook Does Not Work 8-23 ■ Calling Group Members Not Receiving Calls 8-24 ■ Calls Not Receiving Screen Pop 8-25 ■ Calling Group Overflow Calls Not Receiving Screen Pop 8-26 ■ Secondary Announcements Not Playing as Programmed 8-27 ■ Other or Unresolved Problems 8-29 Customer Supp
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 Contents Page vii Index IN–1
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 Contents Page viii
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 IMPORTANT SAFETY INSTRUCTIONS Page ix IMPORTANT SAFETY INSTRUCTIONS 0 The exclamation point in an equilateral triangle is intended to alert the user to the presence of important operating and maintenance (servicing) instructions in the literature accompanying the product. When installing telephone equipment, always follow basic safety precautions to reduce the risk of fire, electrical sh
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 IMPORTANT SAFETY INSTRUCTIONS Page x ■ The MERLIN LEGEND Communications System requires a supplementary ground. ■ Do not attach the power supply cord to building surfaces. Do not allow anything to rest on the power cord. Do not locate this product where the cord will be abused by persons walking on it. ■ Slots and openings in the module housings are provided for ventilation. To protect th
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 New Features and Enhancements Release 4.1 Enhancements Page xi New Features and Enhancements 0 Release 4.1 Enhancements 0 Release 4.1 includes all Release 4.0 functionality, plus the enhancements listed below. There are no hardware changes in Release 4.1. Coverage Timers Programmed for Individual Extensions 0 Beginning with Release 4.1, coverage timers, which control the duration of the del
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 New Features and Enhancements Release 4.1 Enhancements Page xii When Coverage Control is enabled and the MERLIN LEGEND Communications System is put into Night Service, all programmed Coverage VMS Off buttons are automatically turned off (LED is unlit) and all eligible outside calls are sent to the assigned voice messaging system calling group with normal ringing delay. When Night Service i
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 New Features and Enhancements Release 4.2 Enhancements Page xiii Release 4.2 Enhancements 0 Release 4.2 includes all Release 4.1 functionality, plus the enhancements listed below. There are no hardware changes for Release 4.2. Additional Network Switch and Services Options for ISDN Primary Rate Interface (PRI) 0 Release 4.2 of the system supports connectivity to MCI® or local exchange carri
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 New Features and Enhancements Release 4.2 Enhancements Page xiv — DMS tie trunk service to provide private exchange call rating for calls placed on a dedicated central office facility between the MERLIN LEGEND Communications System and another communications system (such as another MERLIN LEGEND Communications System) Improvements to Station Message Detail Recording (SMDR) and Support for
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 New Features and Enhancements Release 5.0 Enhancements Page xv whether adequate incoming phone lines and agents are available to handle peak-call load. MERLIN LEGEND Reporter support is provided via a programmable option. The default is Off, in which case the Release 4.0 SMDR reports are available. If the option is set to On, the following new reports are provided: ■ Organization Detail Re
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 New Features and Enhancements Release 5.0 Enhancements Page xvi to control and monitor MLX and analog multiline telephone (BIS only) operations. The physical connection for the CTI link is an MLX port on a 008 MLX or 408 MLX module on the MERLIN LEGEND Communications System control unit and ISDN link interface card plugged into the customer’s server. The feature is available for Hybrid/PBX
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 New Features and Enhancements Release 5.0 Enhancements Page xvii NOTE: In the case of remote access calls, the only information that the application can collect about the caller is the remote telephone number. ■ A transfer of a call that was answered by a voice response unit ■ A transfer, redirection, or conference of a call that was answered at a DLC or at a QCC NOTES: 1. DLCs (Direct-Line
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 New Features and Enhancements Release 5.0 Enhancements Page xviii Any type of inside or outside line that is normally available to a single-line telephone can be assigned to a HotLine extension. Generally, the HotLine telephone does not receive calls, and its lines should be set to No Ring. ! SECURITYlALERT: If a HotLine extension accesses a loop-start line, that line should provide reliabl
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 New Features and Enhancements Release 5.0 Enhancements Page xix Two or more groups may share an announcement device. A primary delay announcement device can be administered as a secondary delay announcement device. Enhanced Calls-in-Queue Alarm Thresholds 0 Three Calls-in-Queue Alarm thresholds can be set to more clearly indicate the real-time status of the calls waiting in the queue accordi
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MERLIN LEGEND Communications System Release 5.0 Issue 1 System Manager’s Guide 555-650-118 June 1997 New Features and Enhancements Release 5.0 Enhancements Page xx MLX-5 and MLX-5D Telephones 0 MLX-5™ nondisplay and MLX-5D™ display telephones are compatible with all system releases. The display telephone includes a 2-line by 24-character display, and both telephones come with 5 line buttons. In systems prior to Release 5.0, the MLX-5 and MLX-5D telephones are treated as MLX-10 and MLX-10D
