Lucent Technologies 555-661-150 User Manual

MERLIN LEGEND

Communications System Release 6.1

Network Reference

555-661-150 Comcode 108289703 Issue 1 August 1998

Notice

Every effort was made to ensur e th at the info rm ation in this book was complete and accurate at the time of printing. Ho w ev er, information is

subject to change. See App end ix A, “Customer Support Information,” for im portant information.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system, and if toll fraud occurs, it can result in subs tantial additional charges for you r tele com m unications services. You and your System Manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The System Manager is also responsible for reading all installation, instruction, and system programming documents provided with this product in order to fully understand the features th at ca n int roduce risk of toll fraud and the step s tha t ca n be ta k en to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unauthorized use. For important inform ation regarding your system and toll fraud, see Appendix A, “Customer Support Information.”

Federal Communications Commission Statement

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 rea s onable protection agai nst ha rmful interference whe n the equipment is operated in a commercial environme nt. This equipment generates, use s, a nd ca n radiate radio frequenc y ene rgy and, if not installed and used in accordance with the inst ruction manual, may cause harmful interference t o radio communications. Opera ti on of this equipment in a residential are a is likely to cause harmful interference, in which case the user will be req u ir ed to correct the interference at his own expense. For further FCC information, see Appe ndi x A, “Customer Support Information.”

Canadian Department of Communications (DOC) Interference Information

This digital apparatus does no t ex ce ed the Class A limits for radio noise emissions set out i n the radio interference regulati ons of t he Canadian Department of Communications. Le Présent Appareil Numériqu e n’émet pas de bruits radioélectri que s dép assa nt les limites a ppl ic ables aux appareils numériques de la classe A préscrites dans le règlement sur le brouillage radioélectrique édicté par le ministère des C om m unications du Canada.

Trademarks

DEFINITY, HackerTracker, MLX-5, MLX-5D, MLX-10, MLX-10D, MLX-10DP, MLX-16DP, MLX-20L, MLX-28D, and PassageWay, are registered trademarks and Lucent Technologies is a trademark of Lucent Technologies in the US and other countries. NetPROTECT is a service mark of Lucent Tech nol ogies in the US and other countries.

Novell and NetWare are registered trademarks of Novell, Inc .

Ordering Information

Call: BCS Publications Center

Write: BCS Publications Center

Order: Document No. Lucent T ec hnologies 555-661-150

For more information abou t L ucent Technologies documents, refer to the section entitled, “Related Do c uments”.

Support Telephone Number

In the continental US, Lucent Technologies provides a toll-free customer helpl in e 24 hours a day. Call the Lucent Technologies Helpline at 1 800 628-2888 or your Luce nt Te chnologies authorized dealer if you need assistance when install in g, programming, or using your system. Consultation charges may apply. Outside the conti nental US, contact your loc al Lucent Technologies authorized representa ti ve .

Lucent Technolo gies Fraud Intervention

If you suspect you are being victimized by toll fraud and you need technical support or assistance, call Lucent Technologies National Customer Care Center at 1 800 628-2888.

Warranty

Lucent Technologie s provides a limited warrant y on t his product. Refer to “Limited Warranty and Limitat ion of Liability” in Appendix A, “Customer Support Information. ”

Voice 1 800 457-1235 International Voice 317- 322-6791 Fax 1 800 457-1764 International Fax 317-322-6699

2855 North Franklin Road Indianapolis, IN 46219- 1385

Comcode: 108289703 Issue 1, August 1998

MERLIN LEGEND Communications System Release 6.1 Network Reference

Contents

555-661-150

Contents

New Features and Enhancements xv

■ Release 6.1 Enhancements

(August 1998) xv

Prior Releases: Features and Enhancements xix

■ Release 6.0 Enhancements

(February, 1998) xix

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IMPORTANT SAFETY INSTRUCTIONS xxv

About This Book xxvii

■ Intended Audience xxvii

■ How to Use This Book xxviii

■ Terms and Conventions Used xxviii

■ Security xxx

■ Related Documents xxx

■ How to Comment on This Book xxxii

1 Introduction 1–1

■ Networking Concepts 1–2

■ Tandem Trunking and Tandem Switching 1–6

■ Uniform Dial Plan 1–19

■ Centralized Voice Messaging System 1–21

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Contents

2 Call-Handling Scenarios 2–1

■ Networking Guidelines 2–2

■ Network Configuration Scenarios 2–14

3 Feature Interactions 3–1

■ Account Code Entry 3–1

■ Alarm 3–1

■ Allowed/Disallow ed Lists 3–2

■ Authorization Code 3–2

■ Auto Answer All 3–2

■ Auto Answer Intercom 3–2

■ Auto Dial 3–2

■ Automatic Route Selection (ARS) 3–3

■ Barge-In 3–4

■ Callback 3–4

■ Caller ID 3–5

■ Calling Restrictions 3–5

■ Camp-On 3–6

■ Centralized Voice Messaging

(Release 6.1 and Later Systems) 3–6

■ Computer Telephony Integration

(CTI) Link 3–7

■ Conference 3–8

■ Coverage 3–9

■ Digital Data Calls 3–9

■ Direct-Line Console (DLC) 3–10

■ Direct Station Selector (DSS) 3–10

■ Direct Voice Mail 3–10

■ Directories 3–10

■ Display 3–11

■ Do Not Disturb 3–12

■ Extended Station Status 3–12

■ Forward and Follow Me 3–13

■ Group Calling 3–13

■ Hands Free Answer on Intercom (HFAI) 3–15

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Contents

■ HotLine 3–16

■ Labeling 3–16

■ Messaging 3–16

■ Music On Hold 3–17

■ Night Service 3–17

■ Paging 3–17

■ Park 3–18

■ Personal Lines 3–18

■ Pickup 3–18

■ Pools 3–18

■ Primary Rate Interface (PRI) and T1 3–19

■ Queued Call Console (QCC) 3–20

■ Reminder Service 3–20

■ Remote Access 3–21

■ Service Observing 3–22

■ Signal/Notify 3–22

■ Station Message Detail Recording (S MDR) 3–23

■ Speed Dial 3–25

■ System Renumbering 3–26

■ Transfer 3–26

■ Voice Announce to Busy 3–27

■ Voice Messaging Interfa ce (VMI) 3–27

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4 Security 4–1

■ Overview 4–2

■ Facility Restriction Levels and Remote Access 4–5

5 Network Management 5–1

■ General Programming in Private Networks 5–2

■ Non-Local Dial Plan Numbering 5–15

■ Switch Identifiers 5–19

■ Tandem PRI Facilities 5–22

■ Uniform Dial Plan Routing 5–25

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Contents

■ Display Preferences for Intersystem Calls 5–31

6Troubleshooting 6–1

■ Troubleshooting Guidelines and Preparation 6–2

■ Verifying Switch Identifiers 6–4

■ Call to a Non-Local Extension: Unexpected Busy Tone 6–5

■ Call to Non-Local Extension:

Silence or Fast Busy Tone 6–6

■ Call to Non-Local Extension: Warble Tone (Error Tone) 6–11

■ Calls to Non-Local Extensions:

Unexpected Busy Tone 6–13

■ Call to Non-Local Extension Reaches Wrong Extension 6–14

■ Call to Non-Local Extension: Message from CO 6–15

■ Transfer to Non-Local Extension Not Completed 6–15

■ Transfer Call to Non-Local Extension Does Not Return 6–16

■ Conference: Cannot Add Call 6–17

■ DID Calls Not Completed 6–17

■ ARS Calls Are Blocked 6–19

■ Callback Does Not Work 6–20

■ Network Call Transmission Level

(Volume) Too Low or Too High 6–20

■ MLX Displays: Network Call Display Problems 6–22

■ PassageWay Call Display Problems 6–23

■ ARS Calls Go to System

Operator (Unassigned Extension) 6–24

■ DID or PRI Dial-Plan Routed Calls Not Completed 6–24

■ Excessive Line Noise on Voice and Data Calls 6–25

■ Station Message Detail Recordi ng

(SMDR) Reports Do Not Include Calls across the Network 6–25

■ Operator Hears Tones 6–26

■ Calls From a Remote System Do Not

Reach the Centralized Voice Messaging System 6–26

■ Calls From a Remote System to

Centralized Voice Messaging System Get the Wrong Message or Go To Operator 6–29

■ No Message Waiting Light Update 6–30

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Contents

A Customer Support Information A–1

■ Support Telephone Number A–1

■ Federal Communications Commission

(FCC) Electromagnetic Interference Information A–1

■ Canadian Department of Communications (DOC)

Interference Information A–2

■ FCC Notification and Repair Information A–2

■ Installation and Operational Procedures A–4

■ DOC Notification and Repair Information A–5

■ Renseignements sur la notification du

ministère des Communications du Canada et la réparation A–6

■ Security of Your System: Preventing Toll Fraud A–9

■ Toll Fraud Prevention A–10

■ Other Security Hints A–16

■ Limited Warranty and Limitation of Liability A–20

■ Remote Administration and Maintenance A–21

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B Sample Reports B–1

■ Dial Plan Report B –6

■ Non-Local Dial Plan Report B–9

■ Tie Trunk Information Report B–10

■ DID Trunk Information Report B–11

■ General Trunk Information Report B–12

■ DS1 Information Report B–13

■ PRI Information Report B–14

■ Remote Access (DISA) Information Report B–18

■ Disallowed Lists Report B–19

■ Access to Disallowed Lists Report B–19

■ Automatic Route Selection Report B–20

■ Extension Directory Report B–21

■ Extension Information Report B–22

■ Direct Group Calling Information

Report (Local Members Only) B–24

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■ Direct Group Calling Information

Report (Single Non-Local Member) B–25

■ Error Log Report B–26

■ Switch 56 Data Information Report B–27

C Voice/Fax Messaging Systems C–1

■ Supported System Considerations C–2

■ Fax Messaging in a Centralized Voice

Mail Configuration C–4

D Touch-Tone Receiver Requirements D–1

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■ System Requirements for Touch-Tone Receivers D–1

GL Glossary GL–1

IN Index IN–1

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Figures 0

1 Introduction 1–1

1–1 Series Configuration 1–7 1–2 Star Configuration: Five Systems 1–8 1–3 Star Configuration: Three Systems 1–9 1–4 Series Configuration: Four Systems 1–13 1–5 Star Configuration: Three Systems 1–14 1–6 Star Configuration: Five Systems 1–16 1–7 Software Defined Network (SDN) Configuration 1–17 1–8 Uniform Dial Plans 1–20 1–9 Centralized Voice Mail with one VMS/AA for Entire

Network 1–24

1–10 Networked Voice Mail Systems 1–26

2 Call-Handling Scenarios 2–1

2–1 Scenario 1: Overview 2–17 2–2 Scenario 2: Company Floor Plans 2–33 2–3 Scenario 2: Overview 2–45 2–4 Scenario 3: Overview 2–58 2–5 Scenario 4: Overview 2–75 2–6 Scenario 5: Overview 2–89

3 Feature Interactions 3–1

3–1 UDP Calls Recorded at All Systems 3–24 3–2 No UDP Calls Recorded at All Systems 3–25

4 Security 4–1

4–1 Facility Restriction Levels Applied to Network Calls 4–10

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Ta bl e s 0

1 Introduction 1-1

1–1 Tandem PRI Trunks versus Tandem Tie Trunks 1-11

2 Call-Handling Scenarios 2-1

2–1 UDP Extension Ranges: Scenario 1 2-22 2–2 Scenario 1: Facilities Planning, Calls Originating

within the private network and Going to the PSTN 2-24

2–3 Scenario 1: ARS Routing Summary, Calls

Originating within the private network and Going to

the PSTN 2-25 2–4 Outside Calls: Scenario 1 2-27 2–5 Intersystem Calling: Scenario 1 2-30 2–6 Work Group Needs 2-36 2–7 Individual Needs 2-38 2–8 UDP Extension Ranges: Scenario 2 2-48 2–9 Scenario 2: Facilities Planning, Calls Originating

within the private network and Going to the PSTN 2-49 2–10 Scenario 2: ARS Routing Summary, Calls

Originating within the private network and Going

to the PSTN 2-50 2–11 Outside Calls: Scenario 2 2-52 2–12 Intersystem Calling: Scenario 2 2-55 2–13 UDP Extension Ranges: Scenario 3 2-61 2–14 Scenario 3: Facilities Planning, Calls Originating

within the private network and Going to the PSTN 2-63 2–15 Scenario 3 ARS Routing Summary: Calls

Originating within the Network and Going to the

PSTN: Systems J & K 2-65 2–16 Scenario 3 ARS Routing Summary: Calls

Originating within the Network and Going to the

PSTN: Systems L & M 2-66 2–17 Outside Calls: Scenario 3 2-68 2–18 Intersystem Calling: Scenario 3 2-71 2–19 UDP Extension Ranges: Scenario 4 2-79

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2–20 Scenario 4: Facilities Planning, Calls Originating

2–21 Scenario 4: Facilities Planning, Calls Originating

2–22 Outside Calls: Scenario 4 2-86 2–23 UDP Extension Ranges: Scenario 5 2-92 2–24 Scenario 5: Facilities Planning, Calls Originating

2–25 Outside Calls: Scenario 5 2-95 2–26 Intersystem Calling: Scenario 5 2-97

within the Network and Going to the PSTN,

Systems E and H 2-82

within the Network and Going to the PSTN,

Systems F and G 2-84

within the Private Network and Going to the PSTN 2-93

3 Feature Interactions 3-1

3–1 Cross-Network Display Inform ation 3-15

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4 Security 4-1

4–1 Calling Restrictions and Security Feature Planning

in Networks 4-3 4–2 Recommended Settings for Tie and Non-Tie Default

COR and Callback 4-9 4–3 Facility Restriction Levels 4-11

5 Network Management 5-1

5–1 Cross-Network Display Inform ation 5-11

B Sample Reports B-1

B–1 Sample Report Pages B-1 B–2 System Reports B-2

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D Touch-Tone Receiver Requirements D-1

D–1 TTRs Required by VMS/AA D-2 D–2 System Requirement for TTRs D-3 D–3 TTRs Required for Primary Delay Announcement

Devices When Using Prompt-Based Overflow D-3 D–4 TTRs Required for Secondary Delay Announcement

Devices When Using Prompt-Based Overflow D-4 D–5 Modules with TTRs D-4

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New Features and Enhancements

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New Features and Enhancements

Release 6.1 Enhancements (August 1998) 0

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Release 6.1 includes all Release 6.0 functionality, plus the enhancements listed below.

Private Networking 0

Release 6.1 enhances the functioning of the networked MERLIN LEGEND Communications System in a number of ways:

■ Centralized Voice Messaging

■ Group Calling Enhancements

■ Transfer Redirect

■ Direct Station Selector

■ Call Forwarding

■ SMDR

■ Decrease in Call Set-Up Time

■ PRI Switch Type Test

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Centralized Voice Messaging 0

One or more MERLIN LEGEND systems (Release 6.1 or later) can share the voice messaging system (VMS) of another MERLIN LEGEND system, provided the systems are directly connected to the system with the VMS. In this configuration, the system containing the VMS is known as the hub. This sharing of

the VMS is called “Centralized Voice Messaging.” Centralized Voice Messaging includes the functions of voice mail, Automated Attendant, and fax messaging. See the

Network Reference

Messaging. Centralized Voice Messaging offers the following benefits:

■ Private-networked MERLIN LEGEND systems do not need a local VMS.

Having systems use a centralized VMS instead of separate VMS’s is more economical.

■ Users that travel between sites can dial the same digits anywhere in the

private network to access the voice messaging system. For example, a salesperson headquartered in Cincinnati can dial the same four digits at the company’s Los Angeles office to retrieve voice messages.

for detailed information about Centralized Voice

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■ Productivity is enhanced because messages can be forwarded and

broadcasted to all personnel within the private network.

■ Calling groups on networked systems can send overflow coverage to a

shared VMS, so that an incoming caller can leave a message instead of waiting in a queue.

■ The VMS can light the Message Waiting lights on multiple MERLIN

LEGEND systems in a private network. This greater efficiency saves time because a user only has to look at his or her telephone to determine if he or she has a message.

Group Calling Enhancements 0

A calling group can have a Dial Plan and exists on another MERLIN LEGEND Communications System connected by a tandem trunk to the local system. If a calling group contains a non-local member, the non-local member must be the group. See the

Network Reference

A calling group containing a single non-local member can be used for the same purposes as a calling group containing local extensions, including:

■ Night Service. Night Service coverage can be provided across a private

network to a centralized Automated Attendant, a non-local calling group, a QCC queue, a DLC, or any individual extension on the remote system, such as a night bell.

single

non-local member that is defined by the Uniform

for details.

only

member in the calling

■ Group Coverage. Group Coverage can be provided across a private

network to a VMS, a non-local calling group, a QCC queue, a DLC, or any individual extension on the remote system.

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■ Calling group overflow coverage. Calling group overflow coverage can

be provided by a centralized VMS, a non-local calling group, a QCC queue, a DLC, or any individual extension on the remote system.

■ Calls directed to another system. Lines connected to remote systems

can be answered by any extension programmed to answer the call, such as a centralized Automated Attendant or a system operator (QCC or DLC).

Transfer Redirect 0

When an Automated Attendant transfers a call to a non-local extension, the transferring MERLIN LEGEND system monitors the call to ensure that it is answered. If the non-local extension is not available or the call is not answered within the transfer redirect timeout period (fixed at 32 seconds), the call stops ringing at the non-local destination and is redirected to the extension on the same system as the Automated Attendant that is programmed to receive redirected calls. This redirect extension can be a QCC queue, a calling group, or an individual extension.

Direct Station Selector 0

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Now users can press a Direct Station Selector (DSS) button for a non-local extension to make or transfer calls to that extension. However, no busy indication is displayed by the DSS for non-local extensions.

Call Forwarding 0

The Forward feature now can be used to send calls to non-local extensions across the private network.

SMDR 0

In addition to SMDR options for non-network calls placed to and from the local system, system managers now can program SMDR to log incoming and outgoing UDP calls, or they can choose to log no UDP calls. The factory setting is to record all UDP calls.

Customers who use a call accounting system may not want to fill the database with calls coming and going across the private network. These customers may choose not to log UDP calls.

Decrease in Call Set-Up Time 0

The set-up time for a call across a private network has been reduced by programming the number of UDP digits expected.

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PRI Switch Type Test 0

A new maintenance test, the PRI Switch Type Test, has been created to allow Lucent T echnologies technicians or authorized dealers to automatically determine if each end of the PRI tandem trunks has been programmed correctly.

Service Observing 0

Service Observing allows one extension to listen in on (observe) a call at another extension. A typical application of this feature is that of a Customer Service supervisor observing how a Customer Service representative handles calls.

The Service Observing group can consist of from one extension to all extensions in the system, including other Service Observers. Up to 16 Service Observing groups can be programmed. The Service Observer and the observed extension must be on the same system.

The observer activates Service Observing either by pressing a Service Observing button and then dialing an extension number or by pressing a DSS or Auto Intercom button. The Service Observer must use an MLX telephone to observe an extension; the telephone at the observed extension can be of any type.

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A warning tone that alerts the observer, the observed extension, and the caller that Service Observing is occurring can be set to On or Off through System Programming. The factory setting is On.

Win SPM 0

The System Programming and Maintenance (SPM) software is now available in a Windows format called

Win SPM

. For Release 6.1 and later systems, Win SPM provides a graphical user interface (GUI) for those tasks must commonly performed by the system manager. Pictorial representations of system components, such as modules and their vintages and the creation of MLX telephone button labels, appear on Win SPM. Win SPM also provides a DOSemulator mode to program tasks not currently supported by the GUI and to program a MERLIN LEGEND system of Release 6.0 or earlier. Win SPM is available on CD-ROM and is supported in Windows 95 Windows 98.

Windows NT Driver 0

Now available is the MERLIN LEGEND Windows NT PBX driver. When coupled with the CentreVU Telephony Services application, the driver provides true serverbased Computer Telephony Integration (CTI). The new driver requires a MERLIN LEGEND system of Release 5.0 or later and servers and PCs that support the applications.

, Windows NT, and

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Prior Releases: Features and Enhancements

Release 6.0 Enhancements (February, 1998) 0

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Release 6.0 includes all Release 5.0 functionality, plus the enhancements listed below.

Private Networks 0

In Hybrid/PBX mode systems only, MERLIN LEGEND Communications Systems can be networked with one another or with DEFINITY Communications Server (ECS) and ProLogix private networks. In previous releases, this functionality is available using tie lines, but users handle calls between networked switches as outside calls. In this release, dialing the pool access code is not necessary for a call going from one networked switch to another. Also, delay-start tie trunks or T1 trunks administered as PRI can act as

Available for Hybrid/PBX mode systems, the private network features of the MERLIN LEGEND Communications System Release 6.0 provide the following advantages for geographically dispersed organizational sites:

■ Intersystem Calling. In a private network, users on one local system can

call extensions on other systems in the network. Release 6.0 can support 2-, 3-, 4-, or 5-digit dial plans. They dial these extensions as inside calls. To implement this function, the system manager programs the extension ranges of remote networked switches to create a non-local dial plan. This programming does not actually affect numbering on the remote system. To correctly set up systems for transparent calling among non-local dial plan extensions, the system manager assigns networking tie and/or PRI tandem trunks to pools. Then he or she programs as many as 20 patterns,

tandem trunks

to connect networked systems.

™

Enterprise

Communications Systems in

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associates with routes, Facility Restriction Levels (FRLs), digit absorption, and digit prepending. This allows ARS-like routing of non-local dial plan calls. In addition, system managers can control whether calling name, calling number, or both are shown at MLX display telephone for incoming calls across PRI tandem trunks.

■ Toll Savings. Private networke d tr unks may allow you to r ealiz e signif ica nt

cost savings on long-distance and toll calls by performing tandem switching in the following two ways:

— Callers on a local system, or individuals dialing in to remote access

at a local system, can reach the public switched telephone network (PSTN) via outside trunks connected to other systems in a private network, avoiding toll charges or decreasing the cost of toll calls. No special dialing is required. For example, an organization might have a main office in Boston and a subsidiary office in New Jersey, connected by networked private tandem trunks between two systems. A user in the New Jersey office who wishes to make an outside call to the 617 area code (Boston) can do so through a line/trunk connected to the system in Boston. For example, he or she might dial,

916175551211. The local ARS tables would route this

call over the private network trunks and use the ARS tables of the remote system in Boston to route this call. The system managers at each end of a private network set up ARS and Remote Access features to implement this functionality.

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— In addition, local organizations or incoming DID calls use private

networked trunks to make intersystem calls between networked systems, which may be geographically distant from one another, also resulting in toll savings.

■ Service Cost Savings. In addition to toll call saving, there are two ways

that organizations can save on service costs incurred from telecommunications providers that provide public switched telephone network access:

— You order a point to point T1 facility from a service provider, then

use system programming to set it up for PRI signalling. As necessary, a service provider can provide amplification on the T1 facility, but does not supply switching services.

— You can tailor your use of PRI B-channels with drop-and-insert

equipment that allows fractional use of B-channels for dedicated data/video communications between systems at speeds greater than 64kbps per channel or 128 kbps for 2B data, while keeping the remaining B-channels for PRI voice traffic. The PRI D-channel must remain active.

— You can tailor use of T1 channels to support both T1-emulated

tandem tie service and T1 Switched 56 service for data communications at 56 kbps per channel, allowing 2B data transfers at 112 kbps. You can also use drop-and-insert equipment to provide fractional T1 use.

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■ Voice Mail and Auto Attendant. Networked systems should have their

own local voice mail and/or auto attendant applications as well as their own external alerts and Music On Hold sources. However, a single auto attendant can transfer calls throughout the network. It can answer only those calls that arrive on the PSTN facilities of the system where it is connected.

Although many features are available using tie trunks for network connectivity, PRI tandem trunks provide greatly enhanced features and faster call setup. For this reason, PRI is recommended over tie functionality in private networks.

Group Calling Enhancements 0

Release 6.0 and later systems include Group Calling features that enhance group calling operations.

Queue Control 0

The system manager can control the maximum number of calls allowed in the primary calling group queue for calls that arrive on certain facilities often assigned to calling groups. When the number of the calls in queue reaches the programmed maximum, subsequent callers receive a busy signal.

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Queue control applies to calls received on the following types of facilities:

■ DID (Direct Inward Dialing)

■ PRI facilities programmed for dial-plan routing

■ All calls transferred from a VMI (voice messaging interface) port

■ Dial-in Tie

Queue control also applies to internal calls to a calling group and calls to a calling group through the QCC.

Internal calls that dial #0 or

and are directed to a calling group administered

#800

as Position-Busy Backup are eligible for queue control. Calls that come in on a trunk assigned to the Queued Call Console (QCC) are not eligible for queue control if the call is directed to a calling group designated as Position-Busy Backup.

Remote-access calls to a calling group, coverage calls directed to a calling group, calls directed to calling group through QCC Position-Busy backup, and all other outside calls are not eligible for queue control.

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Prompt-Based Overflow 0

System managers can activate the Prompt-Based Overflow option. This option allows callers waiting in queue and listening to a delay announcement to press the # key in order to reach the overflow receiver for the group, which may be the QCC queue or another calling group (including a calling group assigned for a voice mail system).

All three overflow distribution options—based on the number of calls, the time a caller has waited, and according to the caller’s prompt—may be used at one time. In this case, time-based and number-of-calls based options take precedence over overflow distribution based on the caller’s prompt.

When prompt-based overflow distribution is used, an extra TTR must be provided for each delay announcement device assigned to the associated calling group. The delay announcement informs the caller of the # key option to exit the queue and leave rather than waiting for an agent. If no TTR is available when a calling group call arrives, the call is not sent to a delay announcement extension.

Centrex Transfer via Remote Call Forwarding 0

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Centrex Transfer via Remote Call Forwarding can be used in all system modes of operation to send outside calls to a remote telephone number or another Centrex station. In this context, the term

outside calls

refers to calls from outside the communications system, which may originate at extensions in the Centrex system but not connected to the local MERLIN LEGEND Communications System.

An outside call that uses this feature is defined as a call that arrives on an analog Centrex loop-start line at the MERLIN LEGEND Communications System. It may arrive directly or be transferred without consultation or without transfer supervision (in the case of an automated attendant). The forwarding call to the outside number is made on the same line/trunk on which the call arrived, conserving system facilities. The following considerations and rules apply:

■ Only outside Centrex calls are forwarded using this feature.

■ The system must be equipped with analog loop-start Centrex lines and a

loop-start lines in the system must be Centrex facilities. Loop-start lines do not have to provide reliable disconnect for use by the Centrex Transfer via Remote Call Forwarding feature.

■ To transfer calls outside the Centrex system, the organization must

subscribe to a Centrex trunk-to-trunk transfer feature.

Activating Centrex Transfer via Remote Call Forwarding is just like activating regular Remote Call Forwarding and requires that Remote Call Forwarding be enabled for the extension. However, the user dials and a Pause character may be required after the

* instead of a dial-out code,

*. The Centrex service provider

determines whether the Pause is needed.

MERLIN LEGEND Communications System Release 6.1 Network Reference

Prior Releases: Features and Enhancements

555-661-150

Pause cannot be originated from a single-line telephone or a remote access user. A multiline telephone user in the local system must enter an authorization code to activate the feature.

A remote access user may activate the feature without using an authorization code. Barrier code requirements do apply, however.

Authorization Codes and Remote Call Forwarding 0

In Release 6.0 and later Key or Hybrid/PBX mode systems, forwarding features, including Centrex Transfer via Remote Call Forwarding, but excluding Follow Me, can be activated or deactivated at a multiline telephone by entering the authorization code for the extension from which calls are to be forwarded. The user enters the authorization code, then activates or deactivates the forwarding feature in the normal fashion. This is especially useful for a single-line telephone user who must include a Pause character in a Centrex Transfer via Remote Call Forwarding dialing sequence, because the character cannot be dialed at a singleline telephone. It is also useful when activating Call Forwarding or Remote Call Forwarding at phantom stations, or via remote access (e.g. from another switch in the network). No other features can be used by entering an authorization code in this fashion.

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MERLIN LEGEND Communications System Release 6.1 Network Reference

IMPORTANT SAFETY INSTRUCTIONS

555-661-150

IMPORTANT SAFETY INSTRUCTIONS

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 shock, and injury to persons, including:

■ Read and understand all instructions.

■ Follow all warnings and instructions marked on or packed with the product.

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■ Never install telephone wiring during a lightning storm.

■ Never install a telephone jack in a wet location unless the jack is

specifically designed for wet locations.

■ Never touch uninsulated telephone wires or terminals unless the telephone

wiring has been disconnected at the network interface.

■ Use caution when installing or modifying telephone lines.

■ Use only Lucent Technologies-manufactured MERLIN LEGEND

Communications System circuit modules, carrier assemblies, and power units in the MERLIN LEGEND Communications System control unit.

■ Use only Lucent Technologies-recommended/approved MERLIN LEGEND

Communications System accessories.

■ If equipment connected to the analog extension modules (008, 408, 408

GS/LS) or to the MLX telephone modules (008 MLX, 408 GS/LS-MLX) is to be used for in-range out-of-building (IROB) applications, IROB protectors are required.

■ Do not install this product near water, for example, in a wet basement

location.

■ Do no t ov erlo ad wal l out let s, as this can re sult in the risk of fir e or el ect ric al

shock.

■ The MERLIN LEGEND Communications System is equipped with a 3-wire

grounding-type plug with a third (grounding) pin. This plug will fit only into a grounding-type power outlet. This is a safety feature. If you are unable to insert the plug into the outlet, contact an electrician to replace the obsolete outlet. Do not defeat the safety purpose of the grounding plug.

MERLIN LEGEND Communications System Release 6.1 Network Reference

IMPORTANT SAFETY INSTRUCTIONS

555-661-150

■ 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 this equipment from overheating, do not block these openings.

■ Never push objects of any kind into this product through module openings

or expansion slots, as they may touch dangerous voltage points or short out parts, which could result in a risk of fire or elec trical shock. Never spill liquid of any kind on this product.

■ Unplug the product from the wall outlet before cleaning. Use a damp cloth

for cleaning. Do not use cleaners or aerosol cleaners.

■ Auxiliary equipment includes answering machines, alerts, modems, and

fax machines. To connect one of these devices, you must first have a MultiFunction Module (MFM).

■ Do not operate telephones if chemical gas leakage is suspected in the

area. Use telephones located in some other safe area to report the trouble.

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WARNING:

■

For your personal safety, DO NOT install an MFM yourself.

■

ONLY an authorized technician or dealer representative shall install, set options, or repair an MFM.

■

To eliminate the risk of personal injury due to electrical shock, DO NOT attempt to install or remove an MFM from your MLX telephone. Opening or removing the module cover of your telephone may expose you to dangerous voltages.

SAVE THESE INSTRUCTIONS

MERLIN LEGEND Communications System Release 6.1 Network Reference

About This Book

555-661-150

About This Book

The MERLIN LEGEND Communications System is an advanced digital switching system that integrates voice and data communications features. This guide provides information about the networking capabilities of MERLIN LEGEND Communications System Release 6.1 (Hybrid/PBX mode), including tandem trunking, tandem switching, and related private network features.

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Page xxviiIntended Audience

Intended Audience 0

This book is specifically designed to help you fulfill your role as system manager of the MERLIN LEGEND help system managers understand the concepts behind these private networks so that you can plan and maintain networked systems. If you have little or no knowledge of the system, you should consult other system documents before attempting to work with private networks. See “Related Documents” on page xxx

for a list of these guides. This guide is also helpful to MERLIN LEGEND Communications System

distributors and to Lucent Technologies employees working with networked systems.

Communications System Release 6.1. It is designed to

MERLIN LEGEND Communications System Release 6.1 Network Reference

About This Book

555-661-150

How to Use This Book 0

This guide includes five chapters:

■ Chapter 1, Introduction. This chapter provides a grounding in the basic

terminology and concepts that you must understand in order to manage a networked system.

■ Chapter 2, Call-Handling Scenarios. Studies several sample network

configurations, demonstrating how the systems are set up for networking, how calls are made and received, and the advantages and disadvantages of each configuration.

■ Chapter 3, Feature Interactions. Describes the ways that system features

work in networks.

■ Ch apter 4, S e curity. Discusses security issues and considerations.

■ Chapter 5, Network Management. Summarizes programming procedures

for setting up and modifying network operations.

■ Chapter 6, Troubleshooting. Describes common problems that you may

encounter, their possible causes, and their solutions.

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Page xxviiiHow to Use This Book

This guide is intended as a companion to the Release 6.1

System Programming,

and

System Manager’s Guide,

features and procedures in greater detail. Because private networks leverage existing communications system features as well as introducing new ones, this guide focuses not on a thorough discussion of system management and system features but rather on how they apply to private networks. “Related Documents”

on page xxx provide s a complete list of system documentatio n togeth er with

ordering information. In the USA only, Lucent Technologies provides a toll-free customer Helpline

24 hours a day. Call the Helpline at 1 800 628-2888 (consultation charges may apply), or call your Lucent Technologies representative, if you need assistance when installing, programming, or using your system.

Terms and Conventions Used 0

The terms described here are used in preference to other, equally acceptable terms for describing communications systems.

Lines, Trunks, and Facilities

Facility

telephone system and the telephone company central office. Technically, a connects a switch to a switch, for example, the MERLIN LEGEND Communications System to the central office. Technically, a facility or a communications path that does not connect switches, for example, an intercom line or a Centrex line. However, in actual usage, the terms are often applied interchangeably. In this guide, we use

is a general term that designates a communications path between a

Feature Reference

which explain many system

trunk

line

is a loop-start

line

and

trunk

lines/trunks

and

line/trunk

MERLIN LEGEND Communications System Release 6.1 Network Reference

About This Book

555-661-150

Issue 1

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Page xxixTerms and Conventions Used

to refer to facilities in general. Specifically, we refer to digital specific terms such as When you talk to your local telephone company central office, ask about the terms they use for the specific facilities they connect to your system.

personal line, ground-s tart trunk, DID trunk

Typographical Conventions 0

Certain type fonts and styles act as visual cues to help you rapidly understand the information presented:

Example Purpose

very

It is steps. You before touching the connection.

The part of the headset that fits over one or both ears is called a

If you press the Feature button on an MLX display telephone, the display lists telephone features you can select. A programmed Auto Dial button gives you instant access to an inside or outside number.

Choose screen.

To activate Call Waiting, dial

important that you follow these

must

attach the wristband

headpiece.

([W3URJfrom the display

*11 Constant-width type in italics indicates

Italics indicate emphasis.

Italics also set off special terms.

The names of fixed-feature, factoryimprinted buttons appear in bold. The names of programmed buttons are printed as regular text.

Plain constant-width type indicates text that appears on the telephone display or PC screen.

characters you dial at the telephone or type at the PC.

facilities

, and so on.

. We also use

Product Safety Labels 0

Throughout these documents, hazardous situations are indicated by an exclamation point inside a triangle and the word

WARNING:

Warning indicates the presence of a hazard that could cause death or severe personal injury if the hazard is not avoided.

CAUTION:

Caution indicates the presence of a hazard that could cause minor personal injury or property damage if the hazard is not avoided.

CAUTION

WARNING

MERLIN LEGEND Communications System Release 6.1 Network Reference

About This Book

555-661-150

Security 0

Certain features of the system can be protected by passwords to prevent unauthorized users from abusing the system. You should assign passwords wherever you can and limit knowledge of such passwords to three or fewer people.

Nondisplaying authorization codes and marked System Speed Dial numbers provide another layer of security. For more information, see Appendix A,

“Customer Support Information.” Throughout this document, toll fraud security hazards are indicated by an

exclamation point inside a triangle and the words

SECURITYlALERT:

Security Alert indicates the presence of a toll-fraud security hazard. Toll fraud is the unauthorized use of your telecommunications system by an

unauthorized party (for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf). Be sure to read “Your Responsibility for Your System’s Security” on the inside front cover of this book and “Security of Your System: Preventing Toll Fraud” in Appendix A, “Customer Support Information.”

SECURITY ALERT

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Private Networking 0

Centralized Voice Messaging 0

Group Calling Enhancements 0

Transfer Redirect 0

Direct Station Selector 0

Call Forwarding 0

SMDR 0

Decrease in Call Set-Up Time 0

PRI Switch Type Test 0

Service Observing 0

Win SPM

Windows NT Driver 0

Prior Releases: Features and Enhancements

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Private Networks 0

Group Calling Enhancements 0

Queue Control 0

Prompt-Based Overflow 0

Centrex Transfer via Remote Call Forwarding 0

IMPORTANT SAFETY INSTRUCTIONS

About This Book

Page xxviiIntended Audience

Page xxviiiHow to Use This Book

Terms and Conventions Used 0

Typographical Conventions 0

Product Safety Labels 0

Page xxxSecurity

Related Documents 0