AT&T MERLIN PIus Attendant, MERLIN PIus Installer's Manual

AT&T

518-600-042

®

MERLIN

COMMUNICATIONS SYSTEM

MERLIN Attendant

Installer’s Guide

PIus

© 1990 AT&T
All Rights Reserved
Printed in USA

NOTICE

The information in this document is subject to change without notice. AT&T
assumes no responsibility for any errors that may appear in this document.

MERLIN is a registered trademark of AT&T.
To order copies of this document, call the AT&T Customer Information Center,

1-800-432-6600 and include the document number 518-600-042 with your order.

Issue 1

June, 1990

MERLIN is a registered trademark of AT&T.

Copyright © 1990 by AT&T

All Rights Reserved

Printed in the United States of America

518-600-042

Issue 1

May, 1990

NOTICE

The information in this document is subject to change without notice. AT&T assumes no
responsibility for any errors that may appear in this document.

Contents

Section 1: Installation Requirements

Overview

Equipment and Location Requirements
Administration Procedures
Connecting the MERLIN Attendant

SectIon 2: Initial Programming

Programming Features

Section 3: Testing and Troubleshooting

Testing
Troubleshooting

Index

1-1
1-6
1-8
1-9

2-1

3-1
3-2

List of Figures

Figure

1-1
1-2
1-3
1-4

2-1
2-2

Front view of the MERLIN Attendant
Back view of the MERLIN Attendant.
Setup Switch Positions for Installing Unit.
Connecting two MERLIN Attendants.

Blind Transfer process.
Immediate and Backup Call Handling.

Page

1-2
1-3
1-9
1-12

2-11
2-13

List of Tables

Table

1-1
1-2
1-3
1-4
1-5
1-6
1-7

2-1

2-2

3-1

Page

Meaning of Power and Battery Lights
Meaning of Setup Switch Settings
Intercom Numbers for MERLIN Attendant
Calls Per Hour Table
Incoming Lines Table
Installing BTMI-2s on Station Intercom Numbers 1-10
Switch Settings When Operating Unit

Announcement Time Allocations
Call Processing Options

Out-of-Service Codes

1-3
1-4

1-5
1-6

1-7

1-11

2-6
2-16

3-3

FCC Notification Information

INTERFERENCE

INFORMATION

Federal Communications Commission (FCC) Rules

require that you be notified of the following:

•

This equipment generates, uses, and can radiate radio

frequency energy and, if not installed and used in
accordance with the instructions in this manual, may
cause interference to radio communications.

• This equipment has been tested and found to comply

with the limits for a Class A computing device

pursuant to Subpart J of Part 15 of FCC rules, which

are designed to provide reasonable protection against
such interference when operated in a commercial
environment.

• Operating this equipment in a residential area is likely

to cause interference with radio communications, in

which case the user, at his or her own expense, will be
required to do whatever is necessary to correct the
interference.

• The MERLIN Attendant is designed to be connected

to the MERLIN Plus system control unit using a
Basic Telephone and Modem Interface 2. The
MERLIN Attendant is not intended to be connected

directly to the network.

• The MERLIN Attendant is a separately registered

device.

FCC registration number: GRM3U8-19187-CIE

>

Section 1: Installation Requirements

Overview

The MERLIN®Attendant answers incoming calls on
designated lines with a prerecorded message and directs
callers to the appropriate extension in the MERLIN Plus
Communications System Release 1 or 2. This equipment
can:

•

reduce the workload of the receptionist

•

insure incoming calls are are answered during peak calling

periods

•

answer incoming calls after business hours and on
holidays and weekends

CAUTION: The MERLIN Attendant operates onIy with
the MERLIN Plus Release 1 or Release 2 system and a
Basic Telephone and Modem Interface (2301-BTI)
connected to a MERLIN Plus system station module.

KEY FEATURES

Some of the key features of the MERLIN Attendant are:

•

Security Code

An authorized caller code that must be entered before
changing any programmable features to protect
recorded announcements and other programming from
being changed by unauthorized personnel.

•

Remote Programmability

Features, including recorded announcements, can be
programmed from a Touch-Tone phone either on-site
or from a remote location.

•

Day/Night/Hold Announcements

Specific greetings can be played to callers in response
to the time of day or the status of the call.

Overview 1-1

• System Clock/Weekly Calendar

An internal clock and calendar can track business

hours and days of operation to allow the appropriate

announcement to be played to callers.

• Battery Backup

Routing plans and programming changes can be saved
up to eight weeks following a power outage, provided

the battery is fully charged. Recorded announcements
can be saved up to three hours under the same
conditions.

FRONT PANEL

There are three lights on the front panel as shown in
Figure 1-1. The lights indicate the following:

Lights when ac

AT&T

power is on

power

Blinking light indicates Steady light indicates

a problem. See

“Troubleshooting”

Light off when battery

is not fully charged

battery

MERLIN® Attendant

battery is fully charged

(when power light is on)

FIGURE 1-1 Front view of the MERLIN Attendant.

talking

Lights when

MERLIN

Attendant

answers and

monitors calls

1-2 Overview

• power

MERLIN Attendant is connected to a power source
when this light is on.

• battery

Table 1-1 describes the meaning of the different light
combinations when ac power is connected:

TABLE 1-1 Meaning of Power and Battery Lights

BACK PANEL

Power

Light

On
On
Off
Off

Battery

Light

Off
On
On
Off

Description

Battery charging
Battery fully charged
Unit operating on battery power
Unit not operating;

refer to “Troubleshooting”

On

Blinking

Out of Service code;
refer to “Troubleshooting”

• talking
This light is on whenever the MERLIN Attendant
answers and monitors a call.

The connectors and four setup switches on the back panel
are shown in Figure 1-2.

AT&T

off

•

on

reset setup

FIGURE 1-2 Back view of the MERLIN Attendant.

10VAC

serial i/o

out

reserved

to line

Overview 1-3

•

reset

This recessed button resets the MERLIN Attendant.

See “Troubleshooting” for details.

•

setup switches

There are four setup switches. Switches 1,2, and 3
control the MERLIN Attendant response to a power
outage as shown in Table 1-2; switch 4 is not used.

TABLE 1-2 Meaning of Setup Switch Settings

Switch

1

2

3

4

On (Down)

Recorded
announcements are
retained during a
power outage

Routes and other
programming
parameters are
retained during a
power outage

The MERLIN
Attendant continues to
answer calls during a
power outage

Not Used

Off (up)

Recorded
announcements are
erased during a power
outage

Routes and other
programming
parameters are reset to
defaults during a
power outage

The MERLIN
Attendant does not
answer calls during a
power outage

Not Used

1-4 Overview

CAUTION:

Attendant, be sure that switches 1 and 2 are

After connecting ac power to the MERLIN

on

(down).

With this setting, recorded announcements are saved up

to three hours during a power outage (if the battery is
fully charged) and routing plans and programming
parameters are retained up to eight weeks.

10 VAC

This is the power connector.

•

serial i/o

This is the connection for the printer to perform
diagnostic tests.

•

audio out

Not used

•

reserved

Not used

•

to line

This connects the MERLIN Attendant with the Basic
Telephone and Modem Interface 2 (BTMI-2) that
connects to a station module on the MERLIN Plus
system control unit. Install the MERLIN Attendant on
station intercom numbers as shown in Table 1-3.

TABLE 1-3 Intercom Numbers for MERLIN Attendant

MERLIN

Attendant

1st 11
2nd 12
3rd 13

Intercom

Number

Overview 1-5

Equipment and Location Requirements

The following equipment is supplied with the MERLIN
Attendant:

•

Power cord with transformer

• 8-foot, 6-wire modular phone cord

• Mounting plate

• User’s Guide

•

Basic Telephone and Modem Interface 2 (BTMI-2)

The BTMI-2 must be connected to a station module
housed in the MERLIN Plus system control unit (Release

1 or 2). Up to three MERLIN Attendant units (connected
to three BTMI-2s) can be connected to the module. The

units must be connected, in order, to stations 11, 12,

and 13.

NUMBER OF MERLIN Attendants REQUIRED

If a customer is using the MERLIN Attendant only for
backup call handling or after hours, only one MERLIN.
Attendant is required unless call traffic is heavy, as shown
in Table 1-4. When call traffic is heavy, the number of
MERLIN Attendants required at a site depends on the
number of calls the customer receives during peak hours.
Refer to Table 1-4 to determine how many
MERLIN Attendants are required.

TABLE 1-4 Calls Per Hour Table

If the customer does not know the number of calls the

Calls

Per Hour

15

15-30

more than 30

Number of

Units Needed

1
2
3

business gets during peak hours, you can estimate how
many MERLIN Attendants are required by asking the

1-6 Equipment and Location Requirements

customer how many incoming lines the business has. Then
refer to Table 1-5 to determine the number of MERLIN
Attendants required.

TABLE 1-5 Incoming Lines Table

LOCATION

Number

of Lines

Number of

Units Needed

3 or fewer 1
4-6 2
6-8 3

The number of units needed can also be affected by the

type of calls a customer receives. If there is significant
overflow of unanswered calls to the receptionist an
additional MERLIN Attendant may be needed.

The location for the MERLIN Attendant must meet the

following criteria:

•

Within 5 feet of a properly grounded ac power source
that is not controlled by a switch

NOTE:

If possible, the MERLIN Attendant should
share the same power source with the
MERLIN Plus system control unit. This is
recommended when the MERLIN Plus
system control unit is connected to an
Uninterruptible Power Supply (UPS).

•

Not more than 10 feet away from the MERLIN Plus
system control unit

•

A sufficient distance away from a heating or cooling

source to prevent exposure to temperatures beyond

0

32

F to 104

0

F (00 C to 40 0 C)

Equipment and Location Requirements 1-7

Administration Procedures

Before installing a MERLIN Attendant, you must install
and administer a Basic Telephone and Modem Interface 2
(BTMI-2) for each unit you are connecting. Perform all the
appropriate administration procedures from a multiline
MERLIN system telephone that is connected to the
MERLIN Plus system control unit.

IMMEDIATE CALL HANDLING

BACKUP CALL HANDLING

Use the following procedure to administer the
MERLIN Attendant for immediate call handling in the

MERLIN Plus system:
1

Program all common lines for “delayed ring” at the
receptionist’s voice terminal (station 10) and
administer a Privacy button.

Program all common lines for “no ring” at all other

2

stations.

3

Use the receptionist’s voice terminal to program any
personal lines for “no ring” at the MERLIN Attendant.

Use the following procedure to administer the

MERLIN Attendant for backup call handling in the
MERLIN Plus system:

1 Program a Privacy button for all stations with ringing

lines.

2 Program all common lines for “no ring” at all other

stations.

3 Program Day and/or Night Answer Delay as required

on the MERLIN Attendant for a minimum of five ring
cycles.

1-8 Administration Procedures

Connecting the MERLIN Attendant

CAUTION: Before initial installation of the MERLIN
Attendant, set switches 1 and 2 on the back panel to
off (up).

Follow the steps below to install the MERLIN Attendant:

AT&T

out

reset setup

10VAC

serial i/o

FIGURE 1-3 Setup Switch Positions for Installing Unit.

1 For each MERLIN Attendant port:

a Install a Basic Telephone and Modem Interface 2

(BTMI-2) on the MERLIN Plus system control
unit. Install BTMI-2s on station intercom numbers
as shown in Table 1-6.

reserved to line

Connecting the MERLIN Attendant 1-9

TABLE 1-6 Installing BTMl-2s on StatIon Intercom Numbers

Number of

MERLIN Attendants

1
2

3

Intercom

Number

11

11 and 12

11, 12, and 13

b Switch the BTMI-2 to “data” mode.

2

Place the MERLIN Attendant on a table or desktop, or
mount it using the mounting bracket:

a Using a #10 or smaller screw (wood, sheet metal,

concrete), attach the wall mounting bracket to a
vertical wall surface so that the hook end of the
bracket is down.

b Locate the keyhole opening on the underside of the

MERLIN Attendant with the hook on the bracket.

Slide the unit over the hook and down to secure.

CAUTION: Do not stack multiple MERLIN
Attendants; this will damage the units.

3

Make sure setup switches 1 and 2 are off, then plug one
end of the modular phone cord into the jack on the
back of the MERLIN Attendant labeled “to line.”

(See Figure 1-3.)

4

Plug the other end of the modular phone cord into the

BTMI-2. (See Figure 1-4.)

Plug one end of the power cord into the 10 VAC power

5

connector on the MERLIN Attendant.

1-10 Connecting the MERLIN Attendant

6 Plug the other end into a 120 VAC outlet.

The power light goes on. If the battery !ight flashes, routes have
not been programmed.

7 Reset the setup switches as described in Table 1-7.

TABLE 1-7 Switch Settings When Operating Unit

Switch Setting

1

On

Saves recorded

Result

announcements during

power outage

2

On

Saves routes and

programmable

features during power

outage

3

Off

Does not use battery
backup to answer calls
during power outage
(See NOTE)

4

Off

Not used

NOTE: During a power outage there is no need to use

battery backup to answer calls if the MERLIN
Attendant shares an Uninterruptible Power

Supply (UPS) with the MERLIN Plus system
control unit. If a UPS is not used with the control
unit, incoming calls cannot be answered by the
system during a power failure and therefore

cannot be directed to the MERLIN Attendant.

Connecting the MERLIN Attendant

1-11

Station ports

11 and 12

Station module

Line module

Multiline

Touch-Tone telephone

Basic Telephone and Modem

To

grounded

ac outlet

10VAC

Transformer

To line

FIGURE 1-4 Connecting two MERLIN Attendants.

1-12 Connecting the MERLIN Attendant

lnterface (BTMI-2)

USING AN ANSWERING MACHINE

If the customer is using an answering machine to cover a
station, the Transfer Return Interval for the
MERLIN Attendant must be set to allow time for the

answering machine to handle the call before it is returned

to the MERLIN Attendant. Because ringing requirements
vary for answering machines, a six-ring interval is
recommended for use with the MERLIN Attendant.

Use of an answering machine with a MERLIN system
telephone requires that a General Purpose Adapter be
connected to the telephone. (See CIB 3063, “General

Purpose Adapter,” and the appropriate documents for the

answering machine installation instructions.) After the
installation, follow the procedure below:

1

At the attendant console, enter administration mode by
sliding the T/P switch to “P” and pressing the
Administer button.

Dial *2 and the number of rings to be permitted before

2

a call is returned to the MERLIN Attendant. (Six rings

is recommended.)

The two-beep confirmation tone sounds.

3

Leave administration mode by sliding the T/Ps witch
back to the center position.

4

At the answering machine user’s telephone, program
an Auto Answer-All button (*75).

5

If intercom calls are to be answered by the answering
machine, also program Voice Announcement Disable
(*39) at the user’s telephone. (See the MERLIN Plus
System Release 1 or Release 2 System Manual for
more information on programming users’ telephones.)

Connecting the MERLIN Attendant

1-13

USING CALL
FORWARDING OR
REMOTE LINE

ACCESS

If the customer is using the Call Forwarding or Remote
Line Access features on the same lines assigned to the
MERLIN Attendant, follow the procedure below:

NOTE:

1

Release 2 System Manual to assign lines to Call

2

rings.
Program a telephone for Call Forwarding or Remote

3

Line Access. If both CF and RLA are programmed
and activated, CF takes precedence.

These features are available only with Release 2

of the MERLIN Plus system.

Follow the instructions in the MERLIN Plus System
Forwarding or Remote Line Access.

Set the Night Answer Delay option to five or more

NOTE:

Unless dedicated lines are available, these

features should be used with the
MERLIN Attendant only after business hours.
Be sure to advise the customer to deactivate
CF/RLA at the start of the business day.

1-14 Connecting the MERLIN Attendant

Section 2: Initial Programming

Programming Features

The MERLIN Attendant is programmed from a Touch­Tone phone using special command strings that are
discussed in this section. For each command string:

* tells the MERLIN Attendant that the following

digits are a part of a command string. It can also be
used to start a command over when a mistake is made

## denotes the end of an entry or executes the
command string

CAUTION: All on-site programming for the
MERLIN Attendant must be done from a multi-line
MERLIN phone that is connected to the MERLIN Plus

system control unit. To program from a remote

location, use a standard single-line Touch-Tone phone

and enter one pound sign (#) for every two pound signs
(##) that appear in a programming command.

COMPLETING THE PLANNING CONFIGURATOR FORM

ENTERING PROGRAMMING MODE

Ask the customer for the completed MERLIN Attendant
Planning Configurator Form. If this form has not been
completed, assist the customer in completing it before
proceeding.

Perform the following steps before you begin
programming:

1

Select an outside line and dial a telephone number that
is answered by the MERLIN Attendant. Wait for the
tone.

Single beep sounds to indicate there are no announcements
recorded.

2

Dial the default authorized caller code: *789##

The two-beep confirmation tone sounds.

Dial *990046## (the MERLIN Plus system macro

3

code) to initialize the system for MERLIN Plus system
operation.

Programming Features 2-1

4 Continue programming the features in the following

order:

a

Set the MERLIN Attendant Clock

b

Set the Business Days

c

Set the Business Hours

d

Reallocate Announcement Times
Record Announcements

e

Play Back Announcements

f

Program Routes

9

h

Change Call Processing Options

SETTING THE CLOCK The clock in the MERLIN Attendant must be

synchronized with the clock in the MERLIN Plus system
control unit to use the night announcement feature. If the
MERLIN Attendant clock is not set, the day
announcement plays at all times.

To set the MERLIN Attendant clock, use the following
procedure:

1 Dial *71 followed by:

a One digit for the current day of the week

1=
2=
3=
4=
5=
6=

7=

Sunday
Monday
Tuesday

Wednesday

Thursday

Friday

Saturday

2-2 Programming Features

b Two digits for the current month

01 =
02 =
03 =
04 =
05 =
06 =
07 =
08 =
09 =

10 =
11 =
12 =

January
February
March
April

May
June
July

August

September

October

November

December

c Two digits for the current date (01 - 31)
d Two digits for the current year (00 - 99)
e Two digits for the current hour (in military time)

00 =
23 =

midnight
ll:00p.m.

f Two digits for the current minute (00 - 59)
g Two digits for the current second (00 - 59)

NOTE: Step g is optional.

2 Dial ## to enter the command.

The two-beep confirmation tone sounds.

3 Continue programming or dial *## to exit authorized

caller mode.

4 Dial ## again to disconnect.

Programming Features 2-3

SETTING THE

BUSINESS DAYS

Follow the procedure below to set the customer’s business
days (the default is open Monday through Friday).

1 Dial *74 followed by the code for the day of the week:

1 =
2=
3=
4=

5=

6=

7=
9=

2 Dial one digit to indicate whether the business is open

or closed for the day specified in step 1.

1=
2=
3=

The two-beep confirmation tone sounds.

3 Repeat steps 1 and 2 for each day of the week (unless

the business is open the entire week).

Sunday
Monday
Tuesday
Wednesday

Thursday
Friday
Saturday
Entire week

open
closed
holiday

2-4 Programming Features

4 Continue programming or dial *## to exit authorized

caller mode.

5 Dial ## again to disconnect.

SETTING THE

BUSINESS HOURS

Refer to the MERLIN Attendant Planning Configurator

Form for the customer’s business hours. The default setting
is Monday to Friday, 8:30 a.m. to 5:00 p.m.

1 Dial *73 followed by:

a One digit code for the day of the week:

1=
2=
3=
4=
5=

6 =
7=
9=

b Two digits for the opening hour (military time)

00 =

23 =

c Two digits for the opening minute (00 to 59)

d Two digits for the closing hour (military time)

00 =

23 =

Sunday
Monday
Tuesday

Wednesday

Thursday
Friday
Saturday
Entire week

midnight
11:00 p.m.

midnight
11:00 p.m.

e Two digits for the closing minute (00 to 59)

The two-beep confirmation tone sounds.

2 Repeat step 1 for each day (unless “entire week” is

selected).

3 Continue programming or dial *## to exit authorized

caller mode.

4 To disconnect, dial ##.

Programming Features 2-5

REALLOCATING
ANNOUNCEMENT
TIMES

Three announcements are available. Each has a duration in

seconds, totaling 64 seconds. The customer can elect to
lengthen or shorten any of the time allocations as long as

the total equals 64 seconds. If a customer is not using an
announcement, set the allocated time to 00. The
allocations are as follows:

TABLE 2-1 Announcement Time Allocations

NOTE:

Seconds

25 Day announcement
25 Night announcement

14

If the time allocated to one announcement is

increased, decrease another time accordingly so
that the total time equals 64 seconds. A hold

announcement is required for proper system
operation. (See “Recording Announcements.”)
Announcements are recorded only up to the time

allocated. If while recording an announcement
you run over the time allowed, the recording
stops at the time allocated. Therefore, always
play back the announcements to be sure they
were completely recorded. See “Playing Back

Announcement

Hold announcement

2-6 Programming Features

Announcements” in this section.

Follow the procedure below to reallocate announcement
times:

CAUTION:

This procedure causes all announcements to

be erased.

1 Dial *49 followed by the announcement time lengths

for each announcement:

NOTE:

Set the time allocation to 00 for any
announcement that is not being used.

a Two digits for the maximum time (in seconds)

allocated for the day announcement

b Two digits for the maximum time (in seconds)

allocated for the night announcement

c Enter 00 for the maximum time for the transfer

announcement. (This announcement is never used

with the MERLIN Plus system.)

d Two digits for the maximum time (in seconds)

allocated for the hold announcement

2 Dial ## to enter the command.

The two-beep confirmation tone sounds.

3 Continue programming or dial *## to exit authorized

caller mode.

4 Dial ## to disconnect.

Programming Features 2-7

RECORDING

ANNOUNCEMENTS

The customer may elect to record these announcements in
his or her own voice or the voice of another employee.
When recording the announcement, the speaker should

speak clearly, use a normal tone of voice, and pause after
each route number so that when the message is played the
caller has an opportunity to hear the number he or she
needs to enter. If announcements are being transferred
from a tape recorder, make sure the volume is not set too
high.

Day Announcement

Hold Announcement

Here is an example of a day announcement:

“You have reached AT&T. (Pause) If you are calling from

a rotary dial phone, please hold for assistance. If you are
calling from a Touch-Tone phone and you know the
extension of the person you are calling, please dial it now.

(Pause) For Sales, dial 1. (Pause) For Parts, dial 2.
(Pause) For Customer Service, dial 3. (Pause) Or stay on

the line for operator assistance. ”

Because unanswered calls are returned to the
MERLIN Attendant, a hold announcement must be
provided to tell callers what to do if a transfer fails. Here
is a sample hold announcement:

“Please hold during silence while your call is being

transferred. If you hear the greeting again, please dial
zero for assistance."

Follow the steps below to record announcements:

2-8 Programming Features

1 Dial *4 followed by the one digit code for the

announcement being recorded:

1=

2=
4=

Day announcement
Night announcement
Hold announcement

NOTE:

If the customer is using Call Forwarding or
Remote Line Access on lines assigned to the
MERLIN Attendant, the Attendant will
answer calls when the CF or RLA lines are
busy. Therefore, the night announcement

should instruct callers to call back in a few
minutes if the MERLIN Attendant answers.
Here’s a sample night announcement for this
situation: “You have reached ABC Motors.

Our hours are 9:00 a.m. to 6:00 p.m. Monday
through Friday. Please call back in a few
minutes if you want to be transferred to our
emergency service number. ”

2 Record the appropriate announcement. When you are

finished, dial ## to enter the announcement.

The two-beep confirmation tone sounds.

PLAYING BACK ANNOUNCEMENTS

NOTE:

The delay between the time you dial ## to
enter the command and the time you hear the
confirmation tone represents the additional
recording time available for the message.

3 Continue programming or dial *## to exit authorized

caller mode.

4 Dial ## to disconnect.

To confirm the recording of announcements, use the
following procedure:

1 Dial *5 followed by the appropriate announcement

code:

1=
2=
4=

Day announcement
Night announcement
Hold announcement

You hear the announcement as it was recorded.

Programming Features 2-9

2 Continue programming or dial *## to exit authorized

caller mode.

3 Dial ## to disconnect.

DETERMINING THE ROUTING PLAN

The MERLIN Attendant is administered to transfer calls

using blind transfer only. The MERLIN Plus system
control unit handles the call after the MERLIN Attendant
transfers the caller to the route or extension number
dialed. If the number entered is invalid, the call is
transferred to the receptionist.

2-10 Programming Features

FIGURE 2-1 Blind Transfer process.

Programming Features

2-11

Programming Call
Handling Options

The MERLIN Attendant can be configured to handle calls

in two ways:

• Immediate Call Handling

The MERLIN Attendant answers all the calls coming
in on the specified lines. The receptionist handles
callers who are calling from rotary phones or who
require additional assistance.

• Backup Call Handling
Incoming calls ring first at the receptionist position.
Calls are answered by the MERLIN Attendant only
when the receptionist fails to answer in a specified
number of rings. The number of rings can be
programmed. See “Call Processing Options” later in
this section.

2-12 Programming Features

Central

office
lines

MERLIN

Plus

System

control unit

(Release 1

or 2)

Receptionist

Central

office

lines

MERLIN

Attendant

MERLIN

Plus

System

control unit

(Release 1

or 2)

MERLIN

Attendant

Overflow

MERLIN Attendant is Immediate Call
Handler - Calls ring immediately
at the MERLIN Attendant. If not
answered on the first ring, calls will
ring at the receptionist.

Receptionist

Overflow

MERLIN Attendant is Backup Call
Handler - Calls ring immediately
at the receptionist. If the receptionist
does not answer within a preset number
of rings, the MERLIN Attendant
answers the call.

FIGURE 2-2 Immediate and Backup Call Handling.

Programming Features 2-13

Programming Routes

Follow these steps to enter new routes:

NOTE:

If you make a mistake and want to reprogram a
particular route, enter *3 followed by the route
number (0 through 9) and then dial the pound
sign (#) eight times. This erases all programmed
extensions for the route entered.

Dial *8.

1

2

Dial the route number (0 through 9). This is the

number callers enter when they want to be connected

to a particular department.

NOTE:

When programming route 0 for the
receptionist, use extension 10.

Dial the appropriate extension code:

3

11 =

21 =

Day Primary Extension

Night Primary Extension

4

Dial 2 for a blind transfer.

5

Dial the extension number where the caller will be
connected.

6

Dial ####.

7

Continue programming or dial *## to exit authorized
caller mode.

8

Dial ## to disconnect.

2-14 Programming Features

CHANGING CALL

PROCESSING

OPTIONS

This section contains a list of ringing options and time
delays that can be adjusted depending on the customer’s
needs. It also lists several options to improve call
processing if the customer allows callers to dial individual
extension numbers.

Table 2-2 gives a description of the options, the default

setting for each one, and the possible settings that can be

used. The last column can be used to record the value

selected by the customer.

If the customer wants callers to have the option to enter
individual extension numbers so that they can be
connected to employees’ telephones directly, these
commands can improve the processing of those calls.
Call transfers to extensions can be expedited when the

MERLIN Attendant knows which extensions are valid in

the MERLIN Plus system. For example, if the customer
has extension numbers ranging from 14 to 21, once a
caller enters two digits, the MERLIN Attendant quickly
determines if it is a valid extension number, then transfers

the call without further delay. Refer to the programming

instructions following the table to change any of the
values listed.

Programming Features

2-15

TABLE 2-2 Call Processing Options

Program

Code

2901

2902

2903

Option/

Description

Day Answer Delay

In Day mode, number of rings before
the MERLIN Attendant answers an
incoming call. Set to 1 for
immediate call handling. Set to 5 for
backup call handling.

Night Answer Delay

In Night mode, number of rings
before the MERLIN Attendant
answers an incoming call.
Determines immediate or backup
call handling. If not using Night
mode, set to 15. To use with Call
Forwarding or Remote Line Access,
set to 5 or more.

Dialing Delay

Number of seconds after an
announcement that a caller has to
dial a route or extension before the
call is transferred to the receptionist.

Default

Setting

1

1

2

Possible
Settings

1–5

1–15

2–5

Current

Setting

9709

Lowest Extension

Identifies the lowest valid extension
number in the range available in the
system.

9710

Highest Extension

Identifies the highest valid extension

number in the range available in the
system.

2-16 Programming Features

10 – 29

10-29

To change any of these Call Processing Options:

1 Select an outside line and dial a telephone number that

is answered by the MERLIN Attendant.

NOTE:

If you are programming from a remote
location using a single-line standard Touch­Tone phone, enter only one pound (#) sign for
every two pound signs (##) that appear in a

programing command.
2 Wait for an answer.
3 Dial * followed immediately by the authorized caller

number and ##.

The two-beep confirmation tone sounds.

4 Dial * followed by “Program Code” shown on

Table 2-2.

2901 =
2902 =
2903 =

9709 =
9710 =

Day Answer Delay
Night Answer Delay
Dialing Delay
Lowest Extension
Highest Extension

5 Dial the number you have entered under “Current

Setting”.

6 Dial ##.

The two-beep confirmation tone sounds.

NOTE:

For Codes 9709 (Lowest Extension) and 9710
(Highest Extension), dial the pound sign (#)
four times to enter.

7 Continue programming or exit authorized caller mode

by dialing *##.

8 To disconnect, dial ##.

Programming Features

2-17

Section 3: Testing and Troubleshooting

Testing

Once you have installed and programmed the

MERLIN Attendant, you should dial the MERLIN

Attendant from a multi-line Touch-Tone phone and
perform the following tests:

TESTING ROUTES

TESTING EXTENSION

NUMBERS

Use this procedure to test the customer’s routes:

1
2

3

4

Use this procedure if the customer allows callers to enter
individual extension numbers:

1 Dial a valid extension number. Do not pick up the call.
2 Make sure the call is directed to the proper extension.
3 Dial an invalid extension number.
4 Make sure the call is directed to the station whose first

Dial the first route number.
Use the customer’s route plan to verify that the correct

extension rings. Do not pick up the call.
Make sure the unanswered call is routed to the

MERLIN Attendant.

Repeat this procedure

digit is part of the routing plan.

for each of the routes.

Testing 3-1

Troubleshooting

OUT-OF-SERVICE
CODES

If the MERLIN Attendant detects a problem, the unit

enters an out-of-service state. The LED labeled “battery”

on the front panel blinks a specific number of times,

pauses, then repeats the pattern. Refer to Table 3-1 for a
list of the Out-of-Service codes.

NOTE: The MERLIN Attendant will not answer calls

while it is out of service. The line will continue to
ring until the caller hangs up.

If the "battery" light blinks once slowly then repeats the

pattern, make sure all appropriate announcements are

recorded. See “Playing Back Announcements” in
Section 2, "Initial Programming."

If the problem persists or the “battery” light blinks more
frequently, use a straightened paper clip to press the
recessed
MERLIN Attendant.

NOTE:

reset

Pressing

or recorded announcements.

button on the back panel of the

reset

does not affect the programming

If pressing

MERLIN Attendant should be replaced.

CAUTION:

MERLIN Attendant, make sure setup switches 1 and 2
on the back panel are on (down). This saves
programming and recorded announcements.

reset

does not correct the problem, the

If you must disconnect ac power to the

3-2 Troubleshooting

TABLE 3-1 Out-of-service Codes

Number

of Blinks

Problem

1

2
3

4

5
6 Announcement detected with no time allocation.
7

8
9

Announcements were not recorded or were

erased (slow blink) or cannot compute battery

level (fast blink).
Unable to turn Voice Recorder off.

Unable to turn Voice Recorder on.
Unable to turn Voice Playback off.
Unable to turn Voice Playback on.

Attempt made to play an unrecorded

announcement.

RAM constants pool corruption detected.

ROM check-sum error detected.

POWER FAILURES

10

During a power failure, the MERLIN Attendant can
maintain all of its programming information (i.e., routes,
business schedule, authorization code) up to eight weeks
and all recorded announcements up to three hours if the
MERLIN Attendant battery was fully charged and
switches 1 and 2 were in the ON position at the time of the
power failure.

It takes 18 hours of continuous power to charge the
battery.

Invalid value read from Real-Time Clock.

Troubleshooting 3-3

PRINTING REPORTS

You can connect a TI 700 or equivalent 1200-baud serial
printer to the serial i/o port of the MERLIN Attendant to
produce reports to analyze call traffic patterns or to see

how routes, announcement times, or business schedules

are programmed.
NOTE: A special adapter (printer cable) is required to

connect

a “silent 700” printer.

Setting the Baud Rate

The default baud

connect a TI 700
set the baud rate to 1200 using the following procedure:

1

2

3

4

rate for the serial i/o port is 9600. To
or equivalent 1200-baud serial printer,

Select an outside line and dial a telephone number that
is answered by the MERLIN Attendant.

NOTE: If you are programming from a remote

location using a single-line standard Touch­Tone phone, enter only one pound (#) sign for
every two pound signs (##) that appear in a
programming command.

Wait for an answer.

Dial * followed immediately by the authorized caller
code and ##.

The two-beep confirmation tone sounds.

Dial *291712## to change the baud rate to 1200 baud.

The two-beep confirmation tone sounds.

3-4 Troubleshooting

5

Continue programming or exit authorized caller mode
by dialing *##.

To disconnect, dial ##.

6

Contents of a Traffic
Analysis Report

The traffic analysis report provides the following

information:

• Route

• Messages

• Attempted

• Completed

• Abandoned before answer

The report is detailed by route number (0 through 9).

This field is not relevant to the MERLIN Attendant.

This field contains the number of times outside callers
have selected a particular route since the last time the

counter was reset to 0. See “Resetting the Counters’”
for details.

This field records the number of times a call was
completed to a particular route.

This field indicates the number of caIIs abandoned

before the MERLIN Attendant answered.

Connecting the
Printer

• Abandoned after answer

The number of calls abandoned after the MERLIN

Attendant answers a call but before the call is

processed.

• Authorized callers

The number of times authorized caller mode was

accessed for programming.

NOTE:

To connect the printer, you need the following equipment

If any of the report counters exceed 65,535 total,

the counter is reset to 0.

• 14-foot, 8-conductor modular cable (straight).

• Modular/RS-232 DB-25 adapter, male connector or

Modular/RS-232 DB-25 adapter, female connector
(depending on printer model).

Troubleshooting 3-5

The cable must be configured as shown in Table 3-2.

TABLE 3-2 Pinout Assignment for the TI 700 Printer or

AT&T 475 Printer

8 Conductor Modular Cable End Pins

USING AT&T 475 PRINTER

MERLIN Attendant

RS-232 DB-25 Connector End Pins

Signal Ground—3

Data Terminal Ready—8

Data Set Ready—4

Transmit Data—4

Receive Data—2

The dip switches in the AT&T 475 serial printer must be

set as follows (O=Open, C=Closed):

7—Signal Ground
6—Data Set Ready
2—Data Terminal Ready
3—Receive Data
2—Transmit Data

Printer

• Switch 1: OCOOCCCO

• Switch 2: OOOOOOCO

• Switch 21: OOOCOOOC

• Switch 22: OOOO

• Switch 23: COOOCO

• Switch 24: OOOCOOOC

3-6 Troubleshooting

USING TI 700 PRINTER

There are two sets of switch settings to check on TI 700

printers. The four pencil switches under the paper
compartment cover must be set as follows (On= Closed;

Off = Open):

• Switch 1: OFF

• Switch 2: ON

• Switch 3: OFF

• Switch 4: ON

The three rocker switches at the upper right of the
keyboard must be set as follows:

•

UPPER CASE: OFF (Left side of the switch
pressed down)

•

ON LINE: ON (Right side of the switch pressed down)

•

LOCAL COPY: OFF (Left side of the switch

pressed down)

Printing Call Handling
Reports

Once the cable is configured and the printer is connected,

perform the following steps to print a report:

NOTE: If any of the report counters exceed 65,535 total,

1 Select an outside line and dial a telephone number that

2 Wait for an answer.
3 Dial * followed immediately by the authorized caller

the counter is reset to 0.

is answered by the MERLIN Attendant.
NOTE: If you are programming from a remote

location using a single-line standard Touch­Tone phone, enter only one pound (#) sign for

every two pound signs (##) that appear in a
programming command.

code and ##.

Troubleshooting 3-7

4 Dial *2909 and the following appropriate choice:

Resetting the
Counters

1=

2= print traffic analysis report

3
4

5 Once the report is complete, exit authorized caller

mode by dialing *##.

6 To disconnect, dial ##.

To reset the call handling traffic statistics to 0, perform the
following steps:

1 Select an outside line and dial a telephone number that

is answered by the MERLIN Attendant.
NOTE: If you are programming from a remote

print route programming

= print business schedule
= print announcement time allocations

location using a single-line standard Touch­Tone phone, enter only one pound (#) sign for

every two pound signs (##) that appear in a
programming command.

3-8 Troubleshooting

2 Wait for an answer.
3 Dial * followed immediately by the authorized caller

code and ##.
4 Dial *29101.
5 Exit authorized caller mode by dialing *##.

6 To disconnect, dial ##.

Printing Call

Processing Reports

To print the current settings of call processing options,
perform the following steps:

1

Select an outside line and dial a telephone number that

is answered by the MERLIN Attendant.
NOTE: If you are programming from a remote

location using a single-line standard Touch­Tone phone, enter only one pound (#) sign for

every two pound signs (##) that appear in a
programming command.

Wait for an answer.

2

Dial * followed immediately by the authorized caller

3

code and ##.

4

Dial *29 followed by the appropriate selection:

LOST AUTHORIZED CALLER CODE

01

=
=

02
03

5 Dial ##.
6 Once the report is completed, exit authorized caller

mode by dialing *##.

7 To disconnect, dial ##.

If the default authorized caller code (789) is changed and
the new code is lost or forgotten, the default code can be
restored. However, this procedure also restores all the
MERLIN Plus system default settings so that any changed

programmed setting must be reentered and all

announcements must be rerecorded.

To restore the default authorized caller code:

=

Day Answer Delay
Night Answer Delay

Dialing Delay

1 On the back of the MERLIN Attendant, set switches 1

and 2 to off (up).

Troubleshooting 3-9

2

Unplug the MERLIN Attendant from its power source.

3

With switches 1 and 2 still off (up), plug the MERLIN
Attendant back into its power source.

4

Reset switches 1 and 2 to on (down).
Dial the default authorized caller code (789).

5

Dial *990046## (the MERLIN Plus macro code).

6
7

Use the MERLIN Attendant Planning Configurator
Form to reprogram the settings and rerecord the

announcements.

CALLERS DISCONNECTED AFTER GREETING

If incoming callers hear the MERLIN Attendant greeting
and then are disconnected instead of being transferred, one
or more greetings may not have been recorded. In this
situation, the MERLIN Attendant sounds a warning beep
that no message exists. This beep (generated by a Touch­Tone pound sign) causes the MERLIN Attendant to ignore

any following Touch-Tone characters entered by the
caller.

verify that this is the case:

To
1

Select an outside line and call the MERLIN Attendant
by dialing the main number of the business.

Listen to the greeting.

2

3

Dial a valid extension number in the MERLIN Plus

system. If you hear a series of Touch-Tones as you
dial, you have verified that a greeting is missing.
(In normal operation, this process is silent.)

To correct this problem, refer to “Recording

Announcements” in Section 2, “Programming Features,” to
verify that the appropriate announcements have been
recorded.

3-10 Troubleshooting

RECEPTIONIST

HEARS SILENCE OR
DIAL TONE UPON

ANSWERING

The MERLIN Attendant is preprogrammed to transfer to
the receptionist any callers who do not enter a route or

extension number. This means that abandoned calls, as

well as calls from rotary phones and from Touch-Tone
callers who do not enter a route or extension number,
could ring on the receptionist’s telephone. The use of
answering machines can minimize this problem, except
when callers disconnect during the MERLIN Attendant
greeting announcement.

Troubleshooting 3-11

Index

10 VAC, 1-5

10 VAC power connector, 1-10
355A adapter, 3-4
6-wire modular phone cord, 1-6

business hours
business schedules, 3-4

button, reset, 1-4, 3-2

A

abandoned calls, 3-5, 3-12
ac power, 1-2, 1-7, 3-2

disconnecting, 1-4

after hours

call handling, 1-6
operation, 1-1

announcements, 1-1, 2-1, 2-16, 3-2

durations, 2-6 - 2-7
erased, 1-4

lost, 1-4, 3-11
maintained during power outage, 3-3
playing back, 2-6, 2-9 - 2-10
recording, 2-8 - 2-9

reallocating time, 2-2, 2-6

saving, 1-2, 1-4

answering machine, 1-13, 3-12
attendant console, 1-13
audio out, 1-5
authorized caller code, 1-1, 2-1

default, 3-11

lost, 3-11

Auto Answer-All button, 1-13

B

Back panel, 1-3, 1-9, 3-2

backup call handling, 1-6, 1-8, 2-12, 2-16
Basic Telephone and Modem Interface 2, 1-1, 1-6

connecting, 1-5
installing, 1-9

battery, 1-2, 1-11, 3-3

charging, 3-3
light, 1-2, 1-11, 3-2
out-of-service state, 3-2
switch settings, 1-11

baud rate

default, 3-4

setting, 3-4
beep, 2-1, 3-12
blind transfer, 2-10, 2-14

routes, programming, 2-14
business days

C

calendar, 1-2
call forwarding (CF), 1-14, 2-9, 2-16

call handling, 2-12

call processing, improving, 2-15
call processing options

call traffic

call transfer methods, 2-10

caller code, 1-1, 2-1
clock

codes, Out-of-Service, 3-2
command strings, 2-1
connector, 1-3 - 1-5

control unit 1-6, 1-7, 1-9, 1-11, 2-2
cord

counter,

setting, 2-2, 2-4
setting, 2-2, 2-5

weekly, 1-2

backup, 2-12

immediate, 2-12

changing, 2-15 - 2-17

printing, 3-10

heavy, 1-6
patterns, analyzing, 3-4

blind transfer, 2-10
expediting, 2-15

setting, 2-2 - 2-3
synchronizing, 2-2
system, 1-2

10 VAC, 1-5
audio out 1-5

reserved, 1-5

serial i/o, 1-5
to line, 1-5

6-wire modular phone, 1-6
modular phone, 1-10
power, 1-6, 1-10

report, 3-8
reset, 3-9

D

day announcement 1-1, 2-2

Index l-1

allocating time for, 2-6
day answer delay, 1-8, 2-16
day mode, 2-16

day primary extension, 2-14
default

authorized caller code, 2-1

business days, 2-4

MERLIN Plus system settings, 3-11

delayed ring, 1-8
diagnostic tests, 1-5, 3-1
dial plan, 2-14
dialing delay, 2-16
disconnected callers, 3-12

disconnecting ac power, 1-4

E

extension

invalid, 2-10
testing, 3-1

F

FCC rules, 1
forms, planning, 2-1, 2-5, 3-11
front panel 1-2, 3-2

G

General Purpose Adapter, 1-13

greeting, missing, 3-12

L

light, 1-2 - 1-3

battery, 1-2, 1-11
power, 1-2, 1-11

talking, 1-3
location, choosing for the MERLIN Attendant, 1-7
lost authorized caller code, 3-11
lowest extension, 2-16

M

macro code, 2-1
MERLIN Attendant

connecting, 1-9
estimating number required, 1-6 - 1-7
installing, 1-5, 1-9

multiple units, 1-11
modular phone cord, 1-6, 1-10
module, connecting, 1-6
mounting bracket, 1-10

mounting plate, 1-6

N

night announcement, 1-1, 2-9

allocating time for, 2-6

using, 2-2
night answer delay, 1-8, 1-14, 2-16
night mode, 2-16
night primary extension, 2-14

H

handling incoming calls, 2-11 - 2-12
highest extension, 2-16
hold announcement, 1-1, 2-6, 2-8
holiday, 1-1, 2-4

I

immediate call handling, 1-8, 2-12, 2-16
Incoming calls

handling, 2-11 - 2-12
intercom calls, 1-13
intercom numbers, 1-5, 1-9
internal clock, 1-2

invalid

extension, 2-10
route, 2-10

I-2 Index

0

on-site programming, 1-1, 2-1
Out-of-Service codes, 1-3, 3-2, 3-3
overflow, 1-7

P

panel

back, 1-3

front 1-2

peak hours, 1-6

call coverage, 1-1

calI traffic, 1-6
Planning Configurator Form, 2-1, 2-5, 3-11
playing back announcements, 2-9 - 2-10
power

connector, 10 VAC, 1-10

cord, 1-6, 1-10

disconnecting ac, 1-4
failure? 1-2, 1-11, 3-3
light, 1-2, 1-11

Power outage

programming information, 3-3
recorded announcements, 3-3

setup switches control of, 1-4
power source MERLIN Attendant 1-7
prerecorded message, 1-1
printer, 3-4

announcement time allocations report, 3-8

business schedule report, 3-8

call processing report, 3-10

connecting, 3-5

routes report, 3-8

TI 700, 1-5

traffic analysis report, 3-8
privacy button, 1-8
programming

blind transfer routes, 2-14

from remote location, 1-1

maintained during power outage, 3-3

on-site, 1-1, 2-1

routes, 2-14
programming mode

entering, 2-1
leaving, 2-3

remote, 1-1, 2-1, 3-4

R

real-time clock, 3-3

receptionist, 1-1, 1-7, 1-8, 2-10, 2-12, 2-16, 3-12
recorded announcements, 1-1, 2-8 - 2-9, 3-2

power failures, 3-3
Remote Line Access, 1-14, 2-9, 2-16
remote location, programming from, 2-17, 3-4
remote programmability, 1-1, 2-1
report counters, 3-8
reports, 3-4

announcement time allocations, 3-8
business schedule, 3-8
routes, 3-8
traffic analysis, 3-5, 3-8

reserved, 1-5
reset button 1-4, 3-2

Ringing options

changing, 2-15 - 2-17

rings, number of, 1-13, 2-12, 2-16
RLA, 1-14, 2-9
rotary phones, 2-12, 3-12
route

erasing, 2-14

invalid, 2-10
programming, 2-14
recording, 2-8

testing, 3-1

routing plan

determining, 2-10 – 2-14

saving, 1-2, 1-4

S

security code, 1-1

serial i/o, 1-5, 3-4

setup switches, 1-4, 1-10, 3-2

station

10, 1-8
11, 1-6
12, 1-6
13, 1-6

module, 1-1
statistics, reporting, 3-9
switches, 1-4

1, 1-9, 1-10, 3-2, 3-3

2, 1-9, 1-10, 3-2, 3-3

positions, 1-9

synchronizing clocks, 2-2
system clock/weekly calendar 1-2

T

talking light, 1-3
tape recorder, 2-8
temperature ranges, 1-7
testing

diagnostic, 1-5

extension numbers, 3-1

performing, 3-1

routes, 3-1
TI 700 printer, 1-5, 3-4
time

allocations, 2-6

delays, 2-15

to line, 1-5, 1-10
touch-tone phone, 2-1
traffic patterns

Index I-3

analyzing, 3-4

report, 3-5
transfer return interval, 1-13
transferring calls, methods, 2-10
transformer, 1-6
troubleshooting, 3-2

U

Unanswered calls, 1-7
unauthorized personnel, preventing use by, 1-1
Uninterruptible Power Supply (UPI), 1-7, 1-11
User’s Guide, 1-6

V

voice announcement
voice mode, 1-10
voice playback, 3-3
voice recorder, 3-3

disable, 1-13

I-4 Index