AT&T Merlin Legend MLX-20L, Merlin Legend Operation Manual

Table of
Contents

555-610-133
Issue 1
August, 1991

MERLIN LEGEND

Communications System

Queued Call Console

Operations Guide

Graphics © AT&T 1988

Copyright© 1991 AT&T AT&T 555-610-133
All Rights Reserved Issue 1
Printed in U.S.A. August 1991

Notice

Every effort was made to ensure that the information in this book was
complete and accurate at the time of printing. However, information is
subject to change.

Federal Communications Commision (FCC)
Electromagnetic Interference Information

This equipment has been tested and found to comply with the limits for a
Class A digital device, pursuant to Part 15 of the FCC Rules. These limits
are designed to provide reasonable protection against harmful
interference when the equipment is operated in a commercial
environment. This equipment generates, uses, and can radiate radio
frequency energy and, if not installed and used in accordance with the
instruction manual, may cause harmful interference to radio
communications. Operation of this equipment in a residential area is
likely to cause harmful interference, in which case the user will be
required to correct the interference at his own expense.

Canadian Department of Communications (DOC)
Interference Information

This digital apparatus does not exceed the Class A limits for radio noise
emissions set out in the radio interference regulations of the Canadian
Department of Communications.

Le présent appareil numérique n’émet pas de bruits radioélectriques
dépassant les limites applicables aux appareils numériques de la classe
A prescrites dans le Règlement sur le brouillage radioélectrique édicté
par le ministère des Communications du Canada.

Trademarks

MERLIN LEGEND is a trademark of AT&T.
MLX-20L is a trademark of AT&T.
Starset is a registered trademark of Plantronics Corporation.
Supra and StarMate are trademarks of Plantronics Corporation.

Contents

About This Book vii

• Conventions Used viii

• How to Comment on This Book ix

1 Understanding Your Equipment 1-1

• Identifying Your Equipment 1-2

• MLX-20L Telephone with DSS 1-4

• Direct Station Selector 1-6

• QCC Operators’ Headsets 1-8

• Buttons 1-9

• Lights 1-14

• The Display 1-19

2 Handling Calls 2-1

• Basic Feature Preview 2-2

• Identifying Call Types 2-3

• Answering Calls 2-8

• Directing Calls 2-10

• Making Calls 2-16

• Making Conference Calls 2-17

i

Contents

3 Feature Finder 3-1

4 Using Features 4-1

• How to Use Features 4-2

• Account Code Entry 4-6

• Alarm 4-8

• Alarm Clock 4-9

• Barge-In 4-10

• Camp-On 4-11

• Directory 4-12

• Follow Me 4-19

• Headset Features 4-21

• Inspect 4-24

• Messaging 4-26

• Night Service 4-33

• Paging 4-34

• Park 4-36

• Pickup 4-38

• Position Busy 4-40

ii

Contents

4 Using Features (continued)

• Signaling 4-41

• Timer 4-42

A Programming Special Characters A-1

B System Specifics B-1

IG Index/Glossary IG-1

iii

iv

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.

IMPORTANT SAFETY INSTRUCTIONS

Always follow these basic safety precautions when using your
telephone equipment. These precautions reduce the risk of fire,
electric shock, and injury to you and damage to the equipment.

• Read and understand all instructions.

• Follow all warnings and instructions marked on or packed with
the telephone.

• Do not use the telephone near water, as in a wet basement.
The telephone can be hazardous if immersed in water. To
avoid the possibility of electrical shock, do not use it when you
are wet. If you accidentally drop it into water, do not retrieve it
until you have first unplugged the line cord from the modular
wall jack. Do not plug the telephone back in until it has dried
thoroughly.

• Do not use the telephone (other than a cordless-type
telephone) during electrical storms in your immediate area.
There is a remote risk of electric shock from lightning.

• Do not use the telephone near a gas leak. If you suspect a
gas leak, report it immediately, but use a telephone away from
the area in question. The telephone’s electrical contacts could
generate a tiny spark. While unlikely, it is possible that the spark
could ignite heavy concentrations of gas.

v

• Unplug the telephone from the wall outlet before cleaning.
Use a damp cloth for cleaning. Do not use liquid or aerosol
cleaners on the phone.

• Never push objects of any kind into the telephone through
openings or slots. Never spill liquid of any kind on the
telephone.

• To reduce the risk of electric shock, do not disassemble
the telephone. There are no user-serviceable parts inside.
Opening or removing covers may expose you to hazardous
voltages, and incorrect reassembly can cause electric shock
when the telephone is used.

• Call your AT&T representative or authorized dealer when
service or repair work is needed.

SAVE THESE INSTRUCTIONS

vi

About This Book

________________________________________________________________

This book tells you how to use your console and its operator
features.

If you have questions about this book or need additional
information, see your system manager. He or she is a
co–worker who is responsible for managing your company’s
communications systems.

vii

Conventions Used

The following typographic conventions are used in this book:

• Fixed feature buttons (buttons that cannot be changed) are

shown in bold italic type with initial capitals:
Press

Night Service

.

• Dedicated feature buttons (imprinted buttons) are shown in

bold Roman type with initial capitals:
Press Transfer.

• Information that appears on your 7-line by 24-character

display is shown in a type similar to that used in the
display:

Select Leave Msg

• Important words are shown in bold type:

Use this button to make inside and outside calls.

viii

How to Comment on This
Book

We welcome your feedback on this book. Please use the
feedback form on the next page. If the form is missing, send
your comments to A. Sherwood, AT&T, 99 Jefferson Road,
Rm. # 2A25, Parsippany, NJ 07054.

ix

x

How Are We Doing?

AT&T welcomes your feedback on this book. Your comments can be of
great value in helping us improve our documentation.
Book Title: ____________________________________________
Book Number: ____________________

Issue Number: ____ Publication Date: ____________

1. Please rate the effectiveness of this book in the following
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Illustrations

Overall Satisfaction

2. Please check the ways you feel we could improve this
book:

Improve the overview Make it more concise
Improve the table of contents Add more step-by-step procedures
Improve the organization Add troubleshooting information
Include more illustrations Make it less technical
Add more examples Add more/better quick reference aids
Add more detail Improve the index/glossary

Other suggestions for improvement?
_______________________________________________________

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3. What did you like most about this book?
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If you wish, please photocopy, complete, and return this form to
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NJ 07054. Fax: [phone].

Understanding Your Equipment

1

______________________________________________________________________

This chapter helps you identify and understand your console
and the other equipment you use with it.

A queued call console (QCC) is a phone console set up for
operators. Your QCC receives one call at a time in a priority
sequence. Each incoming call waits in a holding place (or
queue) until you or another operator can handle the call. If
there are other QCC operators handling calls with you, each
operator has his or her own queue.

1-1

Identifying Your Equipment

Your QCC is an MLX-20L™ telephone with a display. You can
use the QCC alone or with one or two Direct Station
Selectors (DSSs). The DSS is a device that adds extension
buttons or other inside calling buttons to your console. These
DSS buttons allow you to make direct phone connections with your co-workers.

You can use your console to:

• answer inside and outside calls

• direct inside and outside calls to an extension or an
outside phone number

• make inside and outside calls (especially for co-workers
whose phones are not set up to make outside calls)

• serve as a message center

• set up conference calls

You can use a QCC with a headset or a speakerphone. See
your system manager for more information.

All the QCC buttons are preprogrammed with features and
you cannot change these buttons. Additional features, as well
as call-handling information, are available on the QCC’s
seven-line display screen. You’ll learn more about this later in
this chapter.

1-2

Note: As an operator, you may work on both queued call
consoles and direct-line consoles (DLCs). There is an
important difference between these consoles. Because all
QCC calls are sent to the console one at a time, the QCC has
no individual line buttons, only call buttons. Both inside and
outside calls ring on call buttons. Because DLC calls can ring
simultaneously, the DLC has no call buttons, only individual
line buttons.

Illustrations of the QCC (an MLX-20L phone with one DSS)
and headset follow. A list of terms that describe each piece of
equipment follows each illustration. A separate illustration and
description of the DSS is included. The console’s buttons are
described later in this chapter.

Procedures for using the QCC (with or without a headset) are
in Chapter 2 and Chapter 4.

Note: You cannot receive or make calls on the QCC when
you are programming the Alarm Clock or your Personal
Directory, or when the QCC is in maintenance or testing mode
or is being used for system programming. However, calls are
redirected to other consoles when your console is in
maintenance or system programming mode.

1-3

MLX-20L Telephone with
Direct Station Selector

1-4

Button labeling card

A card labeled with the feature
assigned to each call and fixed
feature button

Drop to disconnect the
last person added to a
conference call

Hold to put a call on hold

Contrast control (not shown)

A sliding switch at the top of the
console used to brighten or dim
the display screen

Desk stand (not shown)

An adjustable stand on the
console and on the DSS that
allows a 20- or 30-degree
viewing angle

User cards and tray

A slide-out drawer with erasable
user cards for noting phone
numbers (Feature and
programming codes are not used
on a QCC.)

Volume Control

A button to adjust the volume of
the speaker, handset, headset,
and ringer

Dedicated feature buttons

Eight imprinted buttons for the
features used most often

Feature to view the Feature
screen and select features
HFAI Hands Free Answer on
Intercom—not used on a
QCC
Mute to turn the
speakerphone’s microphone
on and off
Speaker to talk on a call
(through the speakerphone)
without lifting the handset
Transfer to direct calls to
other users. Using the
button rather than the
Transfer button is
recommended, although they
basically work the same way
(see Chapter 2).
Conf to set up multiple-party
calls

Start

Dialpad

The area on the console used
to dial phone numbers

Direct Station Selector
(DSS)

A device that adds extension
buttons or other inside and
outside calling buttons to the
QCC

Display buttons

Four imprinted buttons and
ten unlabeled buttons used to
view the different screens and
select names, features, and
options on each screen

Display screen

The 7-line by 24-character
screen that displays the
Home screen, including call
information, QCC queue
information, the date, and the
time. The Menu, Feature, and
Inspect screens are also
displayed.

Handset

The hand-held part of the
console you pick up, talk into,
and listen from

Call and fixed feature
buttons

20 buttons, 5 to make and
receive calls and 15 for
activating features (These
buttons are preprogrammed
and cannot be changed.)

Message light

A red light that goes on when
a message is waiting to be
displayed

1-5

Direct Station Selector

1-6

Covers

Removable plastic covers to protect
designation cards. The top cover protects
the 50 DSS button labels, and the lower
cover fits over the 10 fixed feature button
labels. Replace with textured side facing
you.

DSS designation cards

Cards for labeling the extensions and
features assigned to each button

DSS buttons

50 buttons used to direct or make calls to
co-workers

Fixed buttons

10 additional buttons, including
Message Status and 3 Page buttons. The 6
remaining buttons on the first DSS are
unusable. If a second DSS is connected to
the console, the 10 buttons at the bottom of
the second DSS are unusable.

Fixed Message Status button

A button used with the Page buttons to
see which phones have message lights
on

Fixed Page buttons

3 buttons used to select the range of
extensions the DSS buttons represent

1-7

QCC Operator’s Headsets

Headset

An ultralight earpiece and microphone
that connects to the handset outlet on
your console.

Note: For more information on

headset features, see Chapter 4.

1-8

Buttons

Your console’s call buttons, fixed feature buttons, and DSS
buttons are the tools you need to use your system’s features
and services.

Call and Fixed Feature Buttons

The call and fixed feature buttons are already programmed
and labeled for specific functions, as shown below. The letter
in the corner of each call and fixed feature button (along with
the six display buttons) is used to enter names into your
Personal Directory. For more information, see "Directory" in
Chapter 4.

1-9

Call buttons

Buttons (labeled 1–5) to
make and receive inside
and outside calls

Fixed feature buttons

Buttons for special operator
functions and basic call
handling

Start

— begins directing
the call and puts the
caller on hold at the

Source
Source

with the caller after
you’ve begun directing
the call

Destination

you with the person
being called (when you
are directing the call)

Release

call and frees you for the
next call. It also releases
you from a 3-way
conference.

Headset Auto Ans

(Headset Auto Answer)
automatically connects
you to the next call each
time a new call arrives at
your console

button
— connects you

— connects

— completes a

—

Headset Mute

(Headset/Handset Mute)
— temporarily turns off
the headset microphone
to allow you to talk to
someone privately. It
also turns off the
handset microphone.

Headset Status

allows you to switch
between the handset and
the headset

—

Send/Remove Message

turns co-workers’ message
lights on and off

Position Busy

temporarily prevents most
calls from being sent to your
console. You will still
receive calls to your
extension and calls from
co-workers who are using
forwarding features.

Night Service

after-hours phone operation

Alarm

something is wrong with the
system

Cancel

call-directing attempt and
reconnects you to the
original caller held at the

Source

then moves to a call button.

Join

original caller (source), and
the co-worker being called
(destination) in a 3-way
conference

— notifies you that

— cancels a

button. The call

— connects you, the

Pool Status

the status of the outside line
groups in your system

Forced Release

all callers (including you)
from a call and frees you for
another call

—

— turns on

— shows you

— drops

—

1-10

DSS Buttons

Your QCC can have one or two DSSs attached to it. The
console’s DSS buttons can be extension buttons and other
types of calling buttons.

The DSS has 50 buttons arranged in 5 columns of 10 buttons.
The buttons are assigned numbers in consecutive order,
starting with the button in the top left corner. Each button can
have three numbers assigned to it:

• co-worker extension numbers or calling group
extension numbers for making or directing calls to
individual co-workers or to a group of co-workers who
handle the same types of calls

• extension numbers for paging co-workers over
speakerphones or loudspeaker systems (Paging)orfor
parking calls (putting them on hold) so that they can be
picked up at another extension (Park). Chapter 4 tells you
more about these features.

• dial-out or pool access codes for selecting outside lines
(called trunks) or groups of trunks (called pools) for
making and handling outside calls. Trunk pools are usually
grouped by function (for making local calls or long-distance
calls). You must use a pool access code or the dial-out code
to get an outside trunk.

Ask your system manager for the numbers assigned to your
DSS and instructions for using them.

1-11

The following illustration shows how your DSS buttons might
be programmed and labeled.

1-12

DSS buttons

Buttons used to place or direct calls
with one-touch dialing. Each DSS
button can represent three numbers.

Fixed Page buttons

Buttons used to reach the various
phone numbers assigned to your DSS.
The "Page" refers to the range of
numbers on the DSS. In the example
Page 1 represents the 100 range, Page
2 represents the 700 range, and Page 3
represents the 800 range. Therefore, a
DSS button labeled 10 will represent
110, 710, or 810, depending upon the
page which has been selected. (A
green light next to the Page button
will remind you which page you have
selected.) By pressing different Page
buttons (1, 2, or 3) with DSS buttons,
you can select alternate ranges or
"pages" of numbers. For example:

Page 1 selects the first 50
numbers on each DSS. This button
allows you to reach phone numbers
100–149 with one DSS or 100–199
with two DSSs.

Page 2 selects the second 50
numbers on each DSS. This button
allows you to reach phone numbers
700–749 with one DSS or 700–799
with two DSSs.

Fixed Message Status button

Used (with Page buttons) to check the
status of co-workers’ message lights

Page 3 selects the third 50
numbers on each DSS. This button
allows you to reach phone numbers
800–849 with one DSS or 800–899
with two DSSs.

1-13

Lights

Your console and DSS lights provide the visual cues you need
to handle calls. You use the lights next to the buttons
differently, depending on the purpose of the button and the
operator function.

Console Button Lights

Each call or fixed feature button has a red light and a green
light next to it. These lights provide the following important
information.

Light Meaning

________________________________________________________________
Steady red

• Call button You are automatically connected to this
call button when you lift the handset or
press Speaker.

•

Alarm

•

Headset/Mute

button
________________________________________________________________
Steady green

• fixed feature The feature on this button is active.

button
________________________________________________________________

button Something is wrong with the system.

The Headset/Handset Mute feature is on.

1-14

Light Meaning

________________________________________________________________

Steady red and

green

• Call button You are on this call button.

________________________________________________________________

Flashing green

• Call button An incoming call is on this button.

•

Night
Service

You must enter the password to turn
Night Service on/off.

button
________________________________________________________________
Fast flashing green

• Call button You put a call on hold on this button.
________________________________________________________________

DSS Button Lights

Each DSS button has a red light next to it that provides the
following important information. (The Message Status light
must be off when you check this information.)

Light Meaning

________________________________________________________________
Off

• Extensions This co-worker is not on the phone and

is not using Do Not Disturb.

• Pool At least one trunk in the pool is available.

• Trunk Trunk is available.

• Park Zone Park zone is not in use.

1-15

Light Meaning

Off (

continued

)

• Group Page These features are not in use.
and Page All

• Calling Group The number of calls in the calling

group queue is less than the number
your system manager programmed.

Steady

• Extensions This co-worker is on the phone or using

Do Not Disturb, the handset is off the
hook, or the speakerphone is in use.

• Pool All trunks in the pool are busy.

• Trunk This trunk is in use.

• Park Zone A call is parked on this button.

• Group Page This feature is in use.
and Page All

• Calling Group The number of calls in the calling

group queue is equal to or more than the
number your system manager
programmed.

1-16