Lucent Technologies MERLIN LEGEND 5 User Manual

MERLIN LEGEND

®

Communications System
Release 5.0

System Manager’s Guide

555-650-118
Comcode 108005802
Issue 1
June 1997

Copyright © 1997, Lucent Technologies Document 555-650-118
All Rights Reserved Comcode 108005802
Printed in USA Issue 1

June 1997

Notice

Every effort was made to ensure that the information in this book was complete an d accur ate at the time of printing. However, information is

subject to chan ge. See Appendix A, “Customer Support Inform ation,” for important information.

Your Responsibility for Your System’s Security

Toll fraud is the unauthorized use of your telecommunications sys tem by an unauthorized party, for example, per s ons other than your company’s
employees, agents, su bcontractors , or persons working on your company’s b ehalf. Note that there may be a risk of toll frau d associated with yo ur
telecommuni cations system, and if toll fraud occurs, it can resu lt in substantial additional charges for your tel ecommunicat ions services.
You and your System Manager are responsible for the security of your system, such as programming and configuring your equi pment to prevent
unauthorized use. The Sys tem Manager is also res ponsible for r eading all i nstallati on, instruc ti on, and system programming documents provided
with this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken 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. L ucent Technologies will not be responsib le for any charges that resul t from such unau­thorized use. For important informati on regarding your system and tol l fraud, see Appendix A, “Customer Support Information.”

Federal Communications Commission Statement

This equip ment h as b een teste d a nd foun d to comply wi th the limi ts for a Cl ass A di gita l dev ice , purs uant to Part 15 o f t he FCC Rules. These limits
are designed to pr ovide reasonabl e protection agai ns t harmful inter f erence when the equip ment is operated in a commercial environment. This
equipment gen er a tes, uses, and can radiate radio frequency energy and, if not installed and used in accordance with th e instruction manual, may
cause harmful in terference to radio communicati ons. Operation of this equipment in a residenti al area is likely to caus e harmful in terference, in
which case the user will be required to correct the interference at his own expense. For further FCC information, see Appendix A, “Customer
Support Information.”

Canadian Departme nt of Communications (DOC) Interfere nce Information

This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio in terference reg ulations of th e Canadian
Department of Communications.
Le Présent Appareil Numérique n’émet pas de brui ts r adioélectr iques dépassant l es li mites applicab les aux appareils numériques de la classe A
préscrites dans le règlement su r le brouillage radioélectri que édicté par le ministère des Communications du Can a da.

Trademarks

5ESS, AUDIX, DEFINITY, HackerTracker, CONVERSANT, Lucent Technologies Attendant, Fax Attendant System, MERLIN, MERLIN
LEGEND, MERLIN MAIL, MERLIN PFC, MLX-10, MLX-10D, MLX-10DP, MLX-16DP, MLX-20L, MLX-28D, PassageWay, PARTNER,
and Voice Power a re regi st ered tra demark s an d 4ES S, AC CULINK , Int uit y, Lu cent T echno lo gies, MLX- 5, ML X-5D, an d Expre s sRoute 1 000 are
trademarks of Lucent Technologies in the U.S. a nd other countries. N e tPROTECT is a service mark o f Lucent T echnologies in the U.S. and other
countries.

AT&T, MEGACOM, ACCUNET, Magic on Hold, and MultiQuest are registered trademarks of AT&T.
Inte l and Pent ium ar e r e gis tered t r ad e marks of I n t e l Cor porat i o n.
NORTEL is a registered trademark and DMS a trademark of Nort her n Telecom.
MCI, Prism, and Vnet are registered trademarks of MCI Commun ications, Inc.
Pipeline is a trad emark of Ascend Commun ications, Inc.
UNIX is a registered trademark of UNIX System Laboratories, Inc
Microsoft and Windows are registered trademarks of Microsoft Corporation.
Macintosh and Apple are registered trademarks of Apple Computer, Inc.

Orderi ng Information

Call: Lucent Techno lo gi es Fu lfil lm ent Cente r

Write: Lucent Techno lo gi es Fu lfil lm ent Cente r

Order: Document No. Lucent Technologies 555-650-118, Issue 1, June 1997, Comcode: 108005802

For more information about Lucent Technologies documents, refer to the section entitled ‘‘

Support Telephone Number

In the continen tal U.S., Luce nt Technologies pr ovides a toll-free customer helpline 24 hours a day. Call the Lucent Technologies Helpline at
1 800 628-2888 or your Lucent Technologies authorized dealer if you need assistance when installing, programming, or using your system.
Consultation charges may appl y. Outside the cont inental U.S. , contact your local Lucent Technologies author ized representative.

Lucent Technol ogies Fraud Intervention

If you suspect you are be ing vi ctimi zed by toll fraud and you need technical support or assistance, call BCS National Service Assistance Center at

1 800 628-2888.
Warranty

Lucent Technologies provides a limited warranty on this product. Refer to “Limited Warranty and Limitation of Liability” in Appendix A,
“Customer Support Informa ti on.”

Heritage Statement

Lucent Technologies—formed as a result of AT&T’s planned restr ucturing—designs, builds and delivers a wide range of public and pri vate
networks, communication s sys tems and software, consumer and business teleph one systems, and microelectronic components. The
world-renowned Bell Laboratories is the research and development arm for the company.

Voice 1 800 457-1235 International Voice 765 361-5353
Fax [phone] Internat ional Fax [phone]

P.O. Box 4100
Crawfordsville, IN 47933

Related Documents’’ on page xxx.

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

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Contents

Contents

Contents iii
IMPORTANT SAFETY INSTRUCTIONS ix
New Features and Enhancements xi

■ Release 4.1 Enhancements xi

■ Release 4.2 Enhancements xiii

■ Release 5.0 Enhancements xv

Prior Releases: Features and Enhancem e nts xxi

■ Release 3.1 Enhancements xxi

■ Release 4.0 Enhancements xxiii

About This Book xxvii

■ Intended Audience xxvii

■ How to Use This Book xxvii

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■ Terms and Conventions Used xxviii

■ Security xxix

■ Related Documents xxx

■ How to Comment on This Book xxxi

Read This Fi rst 1-1

■ Overview 1-1

■ Your Role as System Manager 1-3

■ The System Planning Forms 1-4

■ Upgrading the System 1-5

■ Environmental Requirements 1-6

About the System 2-1

■ Background 2-2

■ System Overview 2-9

■ Incoming Trunks 2-12

■ Modes of Operation 2-15

■ Components 2-18

■ Features 2-22

■ Applications 2-22

■ Programming the System 2-25

■ System Capacities 2-25

■ Auxiliary Components 2-26

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Contents

■ Data Communications Capabilities 2-29

System Components 3-1

■ Control U nit 3-1

■ Telephones 3-14

■ Operator Consoles 3-29

■ Adapters 3-33

■ Adjuncts 3-35

■ Power-Related Hardware 3-45

Features and Applications 4-1

■ Features 4-1

■ Applications 4-55

Putting the System to Work 5-1

■ Scenario 1: A Small Office 5-2

■ Scenario 2: A Professional Office 5-6

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■ Scenario 3: A Dual-Location Company 5-22

■ Optimizing Your System 5-33

Managing the System 6-1

■ Using the Task Descriptions 6-2

■ Using the Programming Procedures 6-3

■ Introduction to System Programming 6-5

■ Programming from the Console 6-13

■ Programmin g f rom a PC with SPM 6-18

■ Centralized Telephone Programming 6-23

■ Using Reports 6-33

■ Setting System Date and/or Time 6-37

■ Backing Up the System 6-38

■ Adding an Extension 6-39

■ Moving an Extension 6-41

■ Removing an Extension 6-42

■ Assigning a HotLine Extension 6-45

■ Changing Calling Re strict ions 6-46

■ Changing Trunk-to-Trunk Transfer Status 6-48

■ Changing Coverage Delay Options 6-50

■ Adding/Removing a Line 6-56

■ Adding a DLC Operator Position 6-57

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Contents

■ Adding a QCC Operator Position 6-60

■ Adding Operator Features 6-63

■ Connecting Auxilia ry Equipm ent 6-65

■ Changing Calling Group Assig nments 6-68

■ Revising Allowed Lists 6-69

■ Assigning Allowed Lists to Extensions 6-71

■ Revising Disallowed Lists 6-72

■ Assigning Disallowed Lists to E xte nsions 6-75

■ Changing Group Coverage Assignments 6-76

■ Revising Night Service with Group A ss ignment 6-78

■ Revising Night Service with Coverage Cont rol 6-80

■ Changing Extension Directory Labels 6-82

■ Changing Trunk Labels 6-83

■ Changing Posted Message Labels 6-84

■ Changing Calling Group Label s 6-86

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■ Changing System Directory Labels 6-87

■ Adding a CTI Link 6-88

■ Removing a CTI Link 6-92

Learning More 7-1

■ Guides 7-1

■ System Guides Information Finder 7-12

Troubleshooting the System 8-1

■ All Phones Are Dead (No Dial Ton e or Lights) 8-2

■ Some Phones Are Dead (No Dial Tone or Lights) 8-3

■ Difficulty Making Outside Calls 8-5

■ Phone Does Not Ring 8-8

■ DLC Console Not Ringing for I ncom ing Calls 8-11

■ QCC Console Not Ringing for I ncom ing Calls 8-12

■ Single-Line Phones Ring Back after Completed Call 8-13

■ Cannot Transfer Call after Answer on an Outside Line 8-14

■ Night Service Not Working 8-15

■ Calls Not Goin g to Voice Mail 8-17

■ Callers Getting Incorrect Response from Voice Mail 8-19

■ Calls Not Going to Coverage 8-20

■ Trouble Hearing Called Party 8-21

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Contents

■ Programmed Button Fails 8-21

■ Reminder Messages Received with the Wrong Time 8-22

■ Recall/Switchhook Does Not Work 8-23

■ Calling Group Members Not Receiving Calls 8-24

■ Calls Not Receiving Screen Pop 8-25

■ Calling Group Overflow Calls Not

Receiving Screen Pop 8-26

■ Secondary Announcements Not

Playing as Programmed 8-27

■ Other or Unresolved Problems 8-29

Customer 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

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■ FCC Notification and Repair Information A–2

■ Installation and Operational Procedures A–3

■ 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–8

■ Toll Fraud Prevention A–9

■ Other Security Hints A–15

■ Limited Warranty and Limitation of Liability A–19

■ Remote Administration and Maintenance A–20

About Telecommunications B–1

■ Telephone Extension Equipment B–1

■ Transmission Facilities B–3

■ Switching Equipment B–5

■ Signaling B–8

System Capacities C–1
System Planning Forms D–1
Removing/Reinstalling the Control Unit Cover E–1

■ Removing the Control Unit Housing E–1

■ Installing the Control Unit Housing E–2

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Index IN–1

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MERLIN LEGEND Communications System Release 5.0

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IMPORTANT SAFETY INSTRUCTIONS

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IMPORTANT SAFETY INSTRUCTIONS 0

The exclamation point in an equilateral triangle is
intended to alert the user to the presence of
important operating and maintenance (servicing)
instructions in the literature accompanying the
product.

When installing telephone equipment, alway s 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 modif ying telephone li nes .

■ Use only Lucent Technologies-manufactured MER LIN 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 not overload wall outlets, as this can result in the risk of fire or electrical

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 5.0

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IMPORTANT SAFETY INSTRUCTIONS

■ The MERLIN LEGEND Communications System requires a supplementary

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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 wa lk ing 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, whi c h could result in a risk o f fire o r elec tr ica l s ho c k . Nev e r 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 mach ines, alerts, modem s, and

fax machines. To connect one of these devices, you must first have a
Multi-Function 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

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New Features and Enhancements 0

Release 4.1 Enhancements 0

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Release 4.1 includes all Release 4.0 functionality, plus the enhancements listed
below. There are no hardware changes in Release 4.1.

Coverage Timers Programmed for
Individual Extensions 0

Beginning with Release 4.1, coverage timers, which control the duration of the
delay before calls are sent to each level of coverage, are changed as follows:

■ The Group Coverage Ring Delay (1–9 rings) is programmed on individual

extensions and replaces the Coverage Delay Interval programmed
systemwide in previous releases.

■ The Primary Cover Ring Delay (1–6 rings) and Secondary Cover Ring

Delay (1–6 rings), programmed on individual extensions, replace the Delay
Ring Interval programmed systemwide in previous releases.

These enhancements allow the system mana ger to customize cov erage call
delivery to match individual extensions’ call-handling requirements.

Night Service with Coverage Control 0

Beginning with Release 4.1, a system manager can enable the Night Service
Coverage Control option to automatically control the status of telephones
programmed with Coverage VMS (voice messaging system) Off buttons,
according to Night Service status.

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When Coverage Control is enabled and the MERLIN LEGEND Communications
System is put into Night Service, all programmed Coverage VMS Off buttons are
automatically turned off (LED is unlit) and all eligible outside calls are sent to the
assigned voice messaging system calling group with normal ringing delay. When
Night Service is deactivated during the day, all programmed Coverage VMS Off
buttons are automatically turned on (LED is lit) and voice mail coverage is
disabled for outside calls.

Users can override the Coverage VMS Off button status at any time by pressing
the programmed Coverage VMS Off button to turn the LED on or off.

Night Service Group Line Assignment 0

Beginning with Release 4.1, a system manager can assign lines to Night Service
groups to control handling of after-hours calls received on individual lines. This
capability replaces the automatic assignment to Night Service groups of only
those lines that ring on the Night Service operator console. To receive Night
Service treatment, an outside line must be assigned to a Night Service group.

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With this enhancement, Night Service can be activated and deactivated on lines
that do not appear on operator consoles (for example, personal lines), and lines
appearing at operator positions can be excluded from Night Service.

Forward on Busy 0

Beginning with Release 4.1, the Forward, Follow Me, and Remote Call Forward
features are enhanced to remove the requirement that a call be ringing at an
extension before it can be forwarded. With the Forward on Busy enhancement, a
call to an extension with no available SA (System Access) or ICOM (Intercom)
buttons is forwarded immediately to the programmed destination, preventing the

caller from hearing a busy signal from the intended call recipient’s extension.

Maintenance Testing for BRI Facilities that Are
Part of Multiline Hunt Groups (MLHGs) 0

Beginning with Release 4.1, the NI-1 BRI (National Integrated Services Digital
Network-1 Basic Rate Interface) Provisioning Test Tool is enhanced to include
testing for BRI facilities that are part of Multiline Hunt Groups (MLHGs).

The NI-1 BRI Provisioning Test Tool is used by Lucent Technologies maintenance
personnel on MERLIN LEGEND Communications Systems that include a 800
NI-BRI module. Technicians use the tool during system installation and
maintenance to test the functionality of the BRI lines and to report analyzed
results.

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Release 4.2 Enhancements 0

Release 4.2 includes all Release 4.1 functionality, plus the enhancements listed
below. There are no hardware changes for Release 4.2.

Additional Network Switch and Services Opti ons
for ISDN Primary Rate Interface (PRI) 0

Release 4.2 of the system supports connectivity to MCI® or local exchange
carrier (LEC) PRI services and to the following central office switch types (in
addition to the 4 ESS™ and 5ESS® switch types that carry for AT&T® Switched
Network services):

■ NORTEL® DMS™-100 BCS 36 for local exchange carrier services

■ NORTEL DMS-250 generic MCI07 serving the MCI network

■ Digital Switch Corporation DEX600E generic 500-39.30 serving the MCI

network

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Beginning with Release 4.2, the following MCI PRI and PRI local exchange carrier
(LEC) services (along with AT&T Switched Network Services) can be provided to
users of the MERLIN LEGEND Communications System:

■ MCI Toll Services for DMS-250 or DEX600E switch type:

— MCI Prism® service for domestic outgoing long-distance and

international voice calls; for domestic outgoing 56-kbps restricted,
64-kbps unrestricted, and 64-kbps restricted circuit-switched data calls

— MCI VNet® service for incoming and outgoing domestic and voice calls;

for 56-kbps restricted, 64-kbps restricted, and 64-kbps unrestricted

circuit-swit ch ed data call s
— MCI 800 for domestic, toll-free, incoming voice calls
— MCI 900 service numbers

■ LEC services for DMS-100 switch types:

— DMS Virtual Private Network service for calls between the MERLIN

LEGEND Communications System and another comm uni cations

system (such as another MERLIN LEGEND Communications System)
— DMS INWATS (Inward Wide Area Telephone Service) for domestic

toll-free incoming voice calls
— DMS OUTWATS (Outward Wide Area Telephone Service) for domestic

outgoing long-distance voice calls
— DMS FX (foreign exchange) to provide local call rating for calls from the

local exchange to the area serviced by the foreign exchange

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— DMS tie trunk service to provide private exchange call rating for calls

placed on a dedicated central office facility between the MERLIN

LEGEND Communications System and another comm uni cations

system (such as another MERLIN LEGEND Communications System)

Improvements to Station Message Detail
Recording (SMDR) and Support for MERLIN
LEGEND Reporter Application 0

The SMDR feature is enhanced to provide more details about calling group agent
activities and to help system managers assess the effectiveness of call centers in
terms of both agent performance and the adequacy of facilities to handle inbound
calls. These improvements apply to calling groups that are programmed as Auto
Login or Auto Logout type. The SMDR and MERLIN LEGEND Reporter features
listed are programmable:

■ TALK Field. For Auto Login and Auto Logout calling groups, the TALK field

records the amount of time a calling group agent spends on a call.

■ DUR. (DURATION) Field. For Auto Login and Auto Logout calling groups,

call timing begins when a call arrives at the MERLIN LEGEND
Communications System and not after a preset number of seconds. Call
timing ends when the call is disconnected because either the caller or the
agent hangs up. This allows the system manager to determine how long a
caller waited for an agent’s attention.

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■ Coding o f Cal ls on Reports. An asterisk (*) appears in the call record

when:
— A call is not answered by an Auto Login or Auto Logout calling group

agent and is abandoned while waiting for an agent.
— The call is answered by someone who is not a member of an Auto Login

or Auto Logout calling group.
An exclamation point (!) signals that an Auto Login or Auto Logout agent

handled a call that was answered by someone who was not a member of
that Auto Login or Auto Logout group. An ampersand (&) in the call record
indicates that the group’s overflow receiver answered the call.

MERLIN LEGEND Reporter 0

MERLIN LEGEND Reporter provides basic call accounting system reports for all
incoming calls to Auto Login or Auto Logout type calling groups. MERLIN
LEGEND Reporter assists in determining the effectiveness of calling group
agents, assessing the level of service provided to callers, and ascertaining

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whether adequate incoming phone lines and agents are available to handle
peak-call load.

MERLIN LEGEND Reporter support is provided via a programmable option. The
default is Off, in which case the Release 4.0 SMDR reports are available. If the
option is set to On, the following new reports are provided:

■ Organization Detail Report

■ Organization Summary and Trends Report

■ Selection Detail Report

■ Account Code Report

■ Traffic Report

■ Ext ension Sum mary R eport

■ Data Report

■ Talk and Queue Time Distribution Report

■ Time of Day Report

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■ ICLID Call Distribution Report

■ Facility Grade of Service Report

Maintenance Enhancements 0

Change to Permanent Error Alarm 0

Beginning with Release 4.2, the most recent permanent error alarm is not shown
on the System Error Log menu screen but is available as an option from that
screen. For details, refer to the Maintenance section of the technician guide,

Installation, Programming, and Maintenance.

Enhanced Extension Information Report 0

Beginning with Release 4.2, the Extension Information Report includes the
Extension Status (ESS) and supervisory mode of each extension.

Release 5.0 Enhancements 0

Release 5.0 includes all Release 4.2 functionality, plus the enhancements listed
below.

Computer Telephony Integration (CTI) 0

Beginning with Release 5.0, a PassageWay® Telephony Services CTI link from
the MERLIN LEGEND Communications System to a LAN server running Novell®
NetWare® software allows Lucent Technologies-certified telephony applications

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to control and monitor MLX and analog multiline telephone (BIS only) operations.
The physical connection for the CTI link is an MLX port on a 008 MLX or 408 MLX
module on the MERLIN LEGEND Communications System control unit and ISDN

link interface card plugged into the customer’s server. The feature is available for
Hybrid/PBX mode systems only.

NOTES:

1. The NetWare server software version must be 3.12, 4.1, or 4.11.

2. The 008 MLX and 408 MLX modules must have firmware vintage other

than 29. If the module has firmware 29, programming a CTI link on the
module is prevented. An earlier or later vintage firmware is supported.

Basic Call Control 0

A CTI link application on a user’s computer can assume basic call control of the
user’s analog multiline or MLX telephone’s SA buttons. Basic call control includes:

■ Answering calls arriving on an SA button

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■ Making calls from an SA button

■ Hanging up calls

■ Hold and retrieving a call on hold at the user’s extension

NOTE:

Transfer and 3-way conference, when handled through a CTI link
application, provide the original caller’s calling number information or
other information to the transfer receiver or new conference
participant, if the user has screen-pop capability.

Screen Pop 0

Screen pop occurs when the calling number, called number, or other user-defined
identifier (such as account code that a voice-response unit prompts the caller to
dial) is used to display a screen associated with the far-end party. For example,
Caller ID services can be used to support screen pop on a system that includes a
CTI link; using the calling party number as a database key code, information
about a caller automatically appears on the user’s computer screen when the call
arrives at the extension. Depending on the application, screen pop may be
available for calls that arrive on line buttons other than SA buttons and/or calls
that are answered manually at the telephone rather than by the application.

Screen pop can occur on incoming calls from the following sources:

■ Calling group distribution

■ ISDN PRI Routing by Dial Plan

■ An extension on the MERLIN LEGEND Communications System

■ Remote access

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NOTE:

In the case of remote access calls, the only information that the
application can collect about the caller is the remote telephone
number.

■ A transfer of a call that was answered by a voice response unit

■ A transfer, redirection, or conference of a call that was answered at a DLC

or at a QCC

NOTES:

1. DLCs (Direct-Line Consoles) may use CTI applications. If they do, they

perform the same way as other extensions. A DLC assigned to use a
CTI link application is a

monitored

operator console and is not using a CTI link extension, it is

unmonitored

.

2. Calls to a QCC or unmonitored DLC do not initiate screen pop at the

operator position, but when an operator directs a call to an extension
using a CTI application, caller information does initiate screen pop. If
the DLC is unmonitored, screen pops can occur after the DLC releases
the call.

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DLC. When a DLC is a regular

3. Calls transferred from Cover buttons on unmonitored DLCs do not

initiate screen pop at the destination extension.

HotLine Feature 0

The Release 5.0 HotLine feature is designed for retail sales, catalogue sales, and
other types of businesses and organizations and is available in all three modes of
system operation. It allows a system manager to program a single-line telephone
extension connected to an 008 OPT, 012, or 016 module as a HotLine. When a
user lifts the handset at the HotLine extension, the telephone automatically dials
the inside extension or outside telephone number programmed as the first
Personal Speed Dial number (code #01) for the extension. The system does not
permit calls to be transferred, put on hold, or conferenced. (A user can press the

telephone’s Hold button, if it has one, to put a call on local hold, but the call
cannot be redirected in any way. Switchhook flashes are ignored.)

Personal Speed Dial codes can be programmed from the extension prior to
HotLine assignment (a system programming function). Alternatively, a Personal
Speed Dial code can be programmed from the single-line telephone after HotLine
operation is assigned. However, because of security considerations, this is a
one-time opportunity. Once the Personal Speed Dial number is programmed, any
changes to it or any other extension programming must be performed using
centralized telephone programming.

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

New Features and Enhancements

Any type of inside or outside line that is normally available to a single-line
telephone can be assigned to a HotLine extension. Generally, the HotLine
telephone does not receive calls, and its lines should be set to No Ring.

!

SECURITYlALERT:

555-650-118

If a HotLine extension accesses a loop-start line, that line should provide
reliable disconnect and be programmed for reliable disconnect. Otherwise,
a user at the extension may be able to stay on the line after a call is
completed and then make a toll call.

Group Ca lling Enhancements 0

Release 5.0 and later systems include Group Calling features that enhance group
calling operations.

Most Idle Hunt Type 0

In addition to the Circular (factory setting) and Linear hunt types supported in
earlier releases, a third hunt type distributes calling group calls in an order based
on which agent has waited the longest since transferring or hanging up on an
incoming calling group call. For some applications, this hunt type is more efficient
than the circular type because it takes into account the varying duration of calls.
The system distributes calls based on when an agent last completed a call, not on
when he or she last received one. This hunting method ignores non-calling group
calls. For example, if an agent transfers a call that arrived on a line not assigned

to the calli ng gro u p, t he ca llin g group mem be r’s mo s t -id le s tatus is unaffec ted.

Issue 1

June 1997

Page xviiiRelease 5.0 Enhancements

Delay Announcement Devices 0

The system manager can designate as many as ten primary delay announcement
devices per group rather than the single device for each group that is available in
Release 4.2 and earlier systems. Furthermore, an additional secondary delay
announcement device can be specified, for a total of ten primary device
extensions and one secondary device extension per group.

A primary delay announcement device operates in the same fashion as a single
delay announcement device, playing once, as soon as it is available, for the caller
who has waited the longest for a calling group agent and has not heard a primary
delay announcement. If a secondary announcement device is used, it can use the
factory setting, which plays the announcement once, or it can be set to repeat the
announcement after a certain amount of time. The system manager programs the
time (0–900 seconds) between announcem ent s. This setting controls both the
interval between primary and secondary announcements and the interval
between repetitions of the secondary announcement if it is set to repeat.

The primary and secondary announcement options, when used together, allow an
initial message to play for callers, followed by a repeating announcement that, for
example, urges callers to stay on the line and wait for a calling group member.

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

New Features and Enhancements

555-650-118

Two or more groups may share an announcement device.
A primary delay announcement device can be administered as a secondary delay

announcement device.

Enhanced Calls-in-Queue Alarm Thresholds 0

Three Calls-in-Queue Alarm thresholds can be set to more clearly indicate the
real-time status of the calls waiting in the queue according to the behavior of
programmed Calls-in-Queue Alarm buttons. In earlier releases, only one
Calls-in-Queue Alarm Threshold setting is available to activate the LEDs at
programmed Calls-in-Queue Alarm buttons for a calling group.

Using all three levels, the system manager sets Threshold 3 to the highest value,
Threshold 2 to a middle value, and Threshold 1 to the lowest value. A
Calls-in-Queue Alarm button indicates the severity of the alarm condition in the
following ways:

■ If the number of waiting calls is less than the value programmed for

Threshold 1 or drops below that level, the LED is unlit.

Issue 1

June 1997

Page xixRelease 5.0 Enhancements

■ If the number of waiting calls is greater than or equal to the Threshold 1

value but less than the Threshold 2 value, the LED flashes.

■ If the number of waiting calls is greater than or equal to the Threshold 2

value but less than the value for Threshold 3, the LED winks.

■ If the number of waiting calls is greater than or equal to the highest value,

Threshold 3, the LED lights steadily.

NOTE:

A DSS (Direct Station Selector) button that is used as a
Calls-in-Queue Alarm button can only indicate two threshold levels,
either by flashing or by lighting steadily. If a calling group must use
this type of Calls-in-Queue Alarm button, only two threshold levels
should be programmed.

If all three thresholds are set to the same value, the result is one threshold only
with LED state either off or on (steady). If two values are the same, then the result
is two alarm levels (flash, steady). The factory setting is one call for all three
thresholds with LED states of off and steady.

An external alert only signals when the number of calls in the queue meets or
exceeds the programmed Threshold 3 value.

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

New Features and Enhancements

555-650-118

MLX-5 and MLX-5D Telephones 0

MLX-5™ nondisplay and MLX-5D™ display telephones are compatible with all
system releases. The display telephone includes a 2-line by 24-charact er dis play,
and both telephones come with 5 line buttons. In systems prior to Release 5.0, the
MLX-5 and MLX-5D telephones are treated as MLX-10 and MLX-10D telephones
respectively. As of Release 5.0, the system recognizes the MLX-5 and MLX-5D
telephones as 5-button telephones.

If these telephones are connected to communications system releases prior to 5.0
they are recognized by the communications system as 10-button telephones.

Issue 1

June 1997

Page xxRelease 5.0 Enhancements

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

Prior Release s: Features and Enhancements

555-650-118

Prior Release s: Features and
Enhancements 0

Release 3.1 Enhancements 0

Issue 1

June 1997

Page xxiRelease 3.1 Enhancements

Release 3.1 includes all Release 3.0 functionality, plus the enhancements listed
below.

Call Restriction Checking for Star Codes 0

Beginning with Release 3.1, a system manager can add star (*) codes to Allowed
and Disallowed Lists to help prevent toll fraud. Star codes, typically dialed before
an outgoing call, enable telephone users to obtain special services provided by
the central office (CO). For example, in many areas, a telephone user can dial
before a telephone number to disable central office-supplied caller identification at

the receiving party’s telephone. You must contract with your telephone service
provider to have these codes activated.

When users dial star codes, the system’s calling restrictions determine whether
the codes are allowed. If they are allowed, the system’s calling restrictions are
reset and the remaining digits that the users dial are checked against the calling
restrictions.

Trunk-to-Trunk Transfer Set for Each Extension 0

This enhancement to the Transfer feature enables the system manager to allow or
disallow trunk-to-trunk transfer on a per-extension basis. In Release 3.1 and later
systems, the default sett i ng for all exte ns ions is restricted.

*67

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

Prior Release s: Features and Enhancements

555-650-118

Programmable Second Dial Tone Timer 0

The system manager can assign a second dial tone timer to lines/trunks, in order
to help prevent toll fraud (for example, when star codes are used). After receiving
certain digits dialed by a user, the CO may provide a second dial tone, prompting
the user to enter more digits. If this second dial tone is delayed, and the user dials
digits before the CO provides the second dial tone, there is a risk of toll fraud or
misrouting the call. The second dial tone timer enables the system manager to
make sure that the CO is ready to receive more digits from the caller.

Security Enhancements 0

The sections below outside security measures that are implemented in Release

3.1 and later systems.

Disallowed List Including Numbers Often
Associated with Toll Fraud 0

A factory-set Disallowed List 7 contains default entries, which are numbers
frequently associated with toll fraud. By default, Disallowed List 7 is automatically
assigned to both generic and integrated VMI (voice messaging interface) ports
used by voice messaging systems. The system manager can manually assign this
list to other extensions.

Issue 1

June 1997

Page xxiiRelease 3.1 Enhancements

Default Pool Dial-Out Code
Restriction for All Extensions 0

The default setting for the pool dial-out code restriction (Hybri d/PBX mode only) is
restricted. No extension or remote access user with a barrier code has access to
pools until the restriction is removed by the system manager.

Default Outward Restrictions for VMI Ports 0

Ports assigned for use by voice messaging systems (generic or integrated VMI
ports) are now assigned outward restrictions by default. If a voice messaging

system must be allowed to call out (for example, to send calls to a user’s home
office), the system manager must remove these restrictions.

!

SECURITYlALERT:

Before removing restrictions, it is strongly recommended that you read

Appendix A, ‘‘

Customer Support Information’’.

Default Facility Restriction
Level (FRL) for VMI Ports 0

The default Automatic Route Selection (ARS) FRL for VMI ports is 0, restricting all
outcalling.

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

Prior Release s: Features and Enhancements

555-650-118

Default for the Default Local Table 0

The default Automatic Route Selection (ARS, Hybrid/PBX mode only) FRL has
changed to 2 for the Default Local table. System managers can easily change an
extension default of 3 to 2 or lower in order to restrict cal ling. No adj ustment to the
route FRL is required.

New Maintenance Procedure for
Testing Outgoing Trunks 0

Technicians must enter a password in order to perform trunk tests.

!

SECURITYlALERT:

The enhancements in Release 3.1 help increase the security of the MERLIN
LEGEND System. To fully utilize these security enhancements, be sure to
read and understand the information in these upgrade notes and in the
relevant system guides.

Issue 1

June 1997

Page xxiiiRelease 4.0 Enhancements

Release 4.0 Enhancements 0

Release 4.0 includes all Release 3.1 functionality, plus the enhancements listed
below.

Support for Up to 200 Extensions 0

An expanded dial plan supports up to 200 tip/ring devices.

Support for National ISDN BRI Service 0

This service (Hybrid/PBX and Key modes) provides a low-cost alternative to
loop-start and ground-start lines/trunks for voice and digital data connectivity to
the central office. Each of the two B-channels (
carry one voice and one data call at any given time. The data speeds on a
B-channel are up to 28.8 kbps for analog data and up to 64 kbps for digital data,
which is necessary for videoconferencing and other high-speed applications.

Release 4.0 supports the IOC Package “S” (basic call handling) service
configuration and Multiline Hunt service configuration on designated CO switches.

New Control Unit Modules 0

Release 4.0 supports a new NI-BRI line/trunk module and a higher-capacity
tip/ring module.

bearer channels

) on a BRI line can

800 NI-BRI Module 0

This new module connects NI-BRI trunks to the MERLIN LEGEND system for
high-speed data and video transmission.

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

Prior Release s: Features and Enhancements

555-650-118

016 Tip/Ring Module 0

This new module supports a 200-extension dial plan by providing 16 ports for
tip/ring devices. Applications that use a tip/ring interface can connect to this
board. All 16 ports can ring simultaneously. Four touch-tone receivers (TTRs) are

included on the module as well. The module’s ringing frequency (default 20 Hz)
can be changed through programming to 25 Hz for those locations that require it.

Downloadable Firmware for the
016 and NI-BRI Modules 0

The Personal Computer Memory Card International Association (PCMCIA)
technology introduced in Release 3.0 continues to support these two new boards
for installation and upgrade in Release 4.0. A Release 3.0 or later processor is
required for PCMCIA technology.

Support for 2B Data Applications 0

A Lucent Technologies-certified group and desktop video application can use two
B-channels to make video/data calls when connected to a single MLX extension
jack programmed for 2B data. The 2B data devices must be equipped with
ISDN-BRI interfaces. NI-1 BRI, PRI, or T1 Switched 56 facilities support 2B data
communications at 112 kbps (using two 56-kpbs channels) or 128 kbps (using two
64-kbps B-channels). This feature is available for Hybrid/PBX and Key modes
only.

Issue 1

June 1997

Page xxivRelease 4.0 Enhancements

Support for T1 Switched 56
Digital Data Transmission 0

For Hybrid/PBX and Key mode systems, Release 4.0 expands support of T1
functionality by providing access to digital data over the public switched 56-kbps
network, as well as to digital data tie-trunk services. Users who have T1 facilities
for voice services can now use them for video or data calls at rates of 56 kbps per
channel (112 kbps for video calls using 2B data). The Release 4.0 offering also
includes point-to-point connectivity over T1 tie trunks, allowing customers to
connect two MERLIN LEGEND Communications Systems or a MERLIN LEGEND
Communications System with a Lucent Technologies DEFINITY® G1.1
Communications System or DEFINITY Enterprise Communications Server. The
two communications systems can be co-located or at different sites.

Forwarding Delay Option 0

Each user can program a Forwarding Delay setting for the Forward, Remote Call
Forwarding, or Follow Me features. The forwarding delay is the number of times
that a call rings at the forwarding extension before the call is sent to the receiver.
The delay period gives the original call recipient time to answer or to screen calls
by checking the displayed calling number (if available). The delay can be set at 0
up to 9 rings. The factory setting for the forwarding delay is 0 rings (no delay).

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

Prior Release s: Features and Enhancements

555-650-118

Voice Announce on Queued Call Console (QCC) 0

The system manager can enable the fifth Call button on a QCC console

(Hybrid/PBX mode only) to announce a call on another user’s speakerphone
(providing the destination telephone has a voice announce-cap able SA button
available). A QCC cannot receive voice-announced calls; they are received as
ringing calls. The factory-set status for the fifth Call button is Voice Announce
disabled.

Time-Based Option for
Overflow o n Calling Group 0

Issue 1

June 1997

Page xxvRelease 4.0 Enhancements

Release 4.0 has added a

number of calls

limit. If the Overflow Threshold Time option is set to a valid

time

limit for calls in queue in addition to the previous

number between 1 and 900 seconds, calls that remain in the calling group queue
for the set time are sent to the overflow receiver. If the overflow threshold time is
set to 0, overflow by time is turned off. The factory-set time limit is 0 seconds (off).

Single-Line Telephone Enhancements 0

The following changes enhance the performance of single-line telephones:

■ Disable Transfer. Through centralized telephone programmi ng, the

system manager can disable transfer by removing all but one SA or ICOM
button from the extension.

■ No Transfer Return. When a handset bounces in its cradle, the system

interprets this as a switchhook flash and attempts to transfer a call. When
the transfer attempt period expires, the user’s telephone rings. Release 4.0
eliminates this unintended ringing by disconnecting the call in situations
where a switchhook flash is followed by an on-hook state and a dial tone is
present.

■ Forward Disconnect. All ports on 012 and 016 modules now send forward

disconnect to all devices connected to them when forward disconnect is
received from the CO. This enhancement prevents the trunk/line from
being kept active when one end disconnects from the call. If an answering
machine is connected to the port, it does not record silence, busy tones, or
other useless messages. This operation is not programmable.

Seven-Digit Password for SPM 0

Release 4.0 has increased system security by requiring a 7-digit password for
system managers or technicians who use SPM to perform programming or the
Trunk Test procedure. This password is for use in addition to a remote access
barrier code.

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

Prior Release s: Features and Enhancements

555-650-118

Issue 1

June 1997

Page xxviRelease 4.0 Enhancements

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

About This Book

555-650-118

About This Book

The MERLIN LEGEND Communications System is an advanced digital switching
system that integrates voice and data communications features. Voice features
include traditional telephone features, such as Transfer and Hold, and advanced
features, such as Group Coverage and Park. Data features allow both voice and
data to be transmitted over the same system wiring.

Issue 1

June 1997

Page xxviiIntended Audi ence

Intended Audience 0

This book is specifically designed to help you fulfill your role as system manager
of the MERLIN LEGEND
you need have little or no knowledge of the system and no particular experience
or expertise.

Communications System Release 5.0. To use this guide,

How to Use This Book 0

This book provides background information about all aspects of the system,
including system components and feature s, as well as specific information and
procedures for managing the system.

The first two chapters are especially important as an introduction to the system
and your role as system manager. Therefore, you should read Chapter 1, ‘‘

This First’’, and Chapter 2, ‘‘About the System’’, if you are not already familiar with

these topics.
For more detailed information about features, system programming, and system

components, refer to the

‘‘

Related Documents’’ on page xxx provides a complete list o f system

documentation together with ordering information.

Feature Reference

and to

System Programming

Read

.

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

About This Book

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, pro grammi ng, or using your syste m.

555-650-118

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

Issue 1

June 1997

Page xxviiiTerms and Conventions Used

Facility

telephone system and the telephone company ce ntral 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
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 th ey conne ct to your system.

Some older terms have been replaced with newer terms. The following list shows
the old term on the left and the new term on the right.

Old New

trunk module line/trunk module
trunk jack line/trunk jack
station extension
station jack ext ens ion jack
analog data station modem data workstation
7500B data station ISDN terminal adapter data workstation
analog voice and data station analog voice and modem data

digital voice and analog data station MLX voice and modem data workstation
analog data-only station modem data-only workstation
7500B data-only station ISDN terminal adapter data-only

MLX voice and 7500B data station MLX voice and ISDN terminal adapter

is a general term that designates a communications path between a

line

is a loop-star t

line

and

lines/trunks

facilities

personal line, ground-start trunk, DID trunk

workstation

workstation
data workstation

and

line/trunk

. We also use

, and so on.

trunk

trunk

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

About This Book

555-650-118

Typographical Conventions 0

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

Example Purpose

It is

very

important that you follow these
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

must

attach the wristband

headpiece.

Ext Prog from the display

*11

. Constant-width type in italics indicates

Italics indicate emphasis.

Italics als o set off sp e ci al ter ms.

The names of fixed-feature, fac­tory-imprinted 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.

Issue 1

June 1997

Page xxixSecurity

Product Safety Labels 0

Throughout these documents, hazardou s 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.

Securi ty 0

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

CAUTION

or

WARNING

.

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

About This Book

Nondisplaying authorization codes and telephone numbers provide another layer
of security. For more information, see Appendix A, ‘‘

Information’’”

Throughout this document, toll fraud security hazards are indicated by an
exclamation point inside a triangle and the words

!

SECURITYlALERT:

555-650-118

Security Alert indicates the presence of 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 ‘‘

Preventing Toll Fraud’’ in Appendix A, ‘‘Customer Support Information’’.

Related Documents 0

Customer Support

SECURITY ALERT

.

Security of Your System:

Issue 1

June 1997

Page xxxRelated Documents

In addition to this book, the documents listed below are part of the documentation
set. Within the continental United States, these can be ordered from the Lucent
Technologies GBCS Publication s Fulfillment Center by calling 1 800 457-1235.

Document No. Title

System Documents

555-650-110
555-650-111
555-650-112
555-650-113
555-650-116

555-650-122

Feature Reference
System Programming
System Planning
System Planning Forms
Pocket Reference

Telephon e User Support

MLX-5D™, MLX-10D®, MLX-10DP®, MLX-16DP®,
MLX-28D®, and MLX-20L® Display Telephones User’s Guide

555-630-150
555-630-155
555-630-152
555-650-124
555-630-151

MLX-10D Display Telephone Tray Cards (5 cards)
MLX-16DP Display Telephone Tray Cards (5 cards)
MLX-28D and MLX-20L Telephone Tray Cards (5 cards)

MLX-10

and MLX-5™ Nondisplay Telepho

ne User’s Guide

®
MLX-10 and MLX-5 Nondisplay Telephone Tray Cards
(6 cards)

555-650-120
555-650-126
555-650-138

555-650-134
555-650-132

Document No. Title

555-650-136

Analog Multiline Telephones User’s Guide
Single-Line Telephones User’s Guide
MDC 9000 and MDW 9000 Telephones User’s Guide

System Operator Support

MLX Direct-Line Consoles Operator’s Guide
Analog Direct-Line Consoles Operator’s Guide

MLX Queued Call Console Operator’s Guide