Lucent Technologies MERLIN LEGEND 5 User Manual

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MERLIN LEGEND

Communications System Release 5.0

System Manager’s Guide

555-650-118 Comcode 108005802 Issue 1 June 1997

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 1 800 457-1764 Internat ional Fax 765 361-5355

P.O. Box 4100 Crawfordsville, IN 47933

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.

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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:

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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.

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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.

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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.

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■ 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.

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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.

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Prior Release s: Features and Enhancements 0

Release 3.1 Enhancements 0

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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

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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.

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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.

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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.

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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.

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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.

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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).

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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

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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.

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About This Book

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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.

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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

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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

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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.

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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

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’’.

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

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Miscellaneous User Support

555-650-130 555-640-105 555-025-600

Calling Group Supervisor’s Guide Data/Video Reference BCS Products Security Handbook

Documentation for Qualified Technicians

555-650-140

Installation, Programming, & Maintenance (IP&M) Binder

Includes:

Installation, System Programming & Maintenance

(SPM), and Maintenance & Troubleshooting

How to Comment on This Book 0

We welcome your comments, both positive and negative. Please use the feedback form on the next page to let us know how we can continue to serve you. If the feedback form is missing, write directly to:

Documentation Manager Lucent Technologies 211 Mount Airy Road, Room 2W226 Basking Ridge, NJ 07920

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MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

Read This First

This chapter includes important background information to help you understand the system manager function and how to use this guide.

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Page 1-1Overview

After a brief overview, this chapter provides the following information:

■ A description of system manager responsibilities

■ A description of the planning forms that are the record of how your system

is set up

■ Information about upgrading the system

■ A description of environmental requirements for correct and safe system

operation

Overview 1

Although the MERLIN LEGEND Communications System is technologically sophisticated and offers state-of-the-art services, it is designed for ease of use and management.

Once Lucent Technologies personne l install and program the system, it should require only a little of your time. If you need to make changes to the system as business needs change, or if there is a problem with the system, you can use the system reference books and get assistance from Lucent Technologies personnel, as appropriate.

When you do need to perform simple system management tasks, there are several easy-to-use tools available to help you. For example, to program changes in the system, you can use a specially designated system telephone that has a display, or you can use a personal computer (PC).

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Whether using a system telephone or a PC to program system changes, you

simply make selections from menus; you don’t have to remember any special commands or codes.

If you need detailed information or step-by-step instructions, the system guides clearly describe your choices.

Although the number of system reference guides may seem overwhelming at first, this book contains clear instructions on how to use those guideshow to quickly and easily find a solution or needed information when a problem or new business need arises.

There are also several features that can help you manage the system, for example, reports that provide information about how the system is set up, a record of all incoming and outgoing calls, and an error log that describes any system errors that occur. These reports can be viewed on screen or printed out.

If you run into a problem at any time while you are using or managing the system, there are experienced Lucent Technologies personnel who can provide information and instructions, including your local Lucent Technologies representative as well as the Lucent Technologies national technical support organization at the Lucent Technologies Helpline (1 800 628-2888; consultation charges may apply).

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Using This Guide 1

This guide is specifically designed to help you fulfill your function as system manager.

To use this guide, you need little or no knowledge of the system and no particular technical experience or expertise. Also, wherever possible, the guide provides quick reference tables and illustrations, so that you don’t have to wade through dense text to get the information you need.

This guide is loosely divided into two parts:

■ The first four chapters provide information to help you understand the

system, including its hardware components and features.

■ The last four chapters specifically deal with managing the syst em, including

how to perform the most common system management tasks and how to “troubleshoot” system problems, that is, what you can do on your own before you call Lucent Technologies for help.

You should scan the first four chapters now so that you have a general idea of how the system works. Then, if and when you need a stronger understanding about a particular aspect of the system or a common system management task, you can read that chapter or section more carefully.

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Related Guides 1

Two categories of guides are available for the system:

■ User Guides and Operator Guides. Each of these guides desc ribes the

use and features of a specific telephone or operator console.

■ System Reference Guides. Thes e guides provide det ailed information

about system features and capabilities:

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Page 1-3Your Role as System Manager

Feature Reference

—

contains information about features and

applications.

System Programming

—

includes detailed, step-by-step procedures to

program the system.

NOTE:

An additional guide,

System Planning

, contains information about completing the planning forms and is used mainly by Lucent Technologies personnel.

Equipment and Operations Reference

about system equipment; it has not been updated since Release 3.0.

Feature Reference

The

and

System Programming

perform the common system manageme nt tasks described in Chapter 6,

‘‘Managing the System’’, or when you otherwise modify the system as your

company needs change and expand. Both of these guides are described in Chapter 7, ‘‘

you quickly find what you need in each guide.

Your Role as Sys tem Manager 1

As system manager, you coordinate the system to ensure the best possible benefit and performance for your company. Primarily, this involves acting as a contact for people using the system and for Lucent Technologies personnel, as well as making changes to the system as the needs of your company change or expand.

contains information

are essential when you

Learning More’’, which helps

When the system is installed, experienced Lucent Technologi es personnel complete all of the programming required to get the system up and running. But if and when you need to make changes to the system, you don’t have to be an engineer, a programmer, or a telecommunications specialist. It is more important that you understand the needs of your company and the system’s users.

If you like, you can use a personal computer (PC) to do the programming. Otherwise, you can use a system telephone, with a display, for most programming tasks. In both cases, menus guide you through the process. You don’t need to remember any special commands or codes.

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If you want more detailed instructions, you can use the step-by-step procedures in

the system’s manuals. The instructions are designed so that you can follow them easily. To quickly find the information or procedure you need, read Chapter 7,

‘‘Learning More’’, for descriptions of the system reference guides and how to use

them. As a last resort, call the Lucent Technologies Helpline at 1 800 628-2888 (consultation charges may apply).

System Manager Responsibilities 1

Depending on the size and complexity of a system, more than one person may perform the system manager function. Lucent Technologies personnel carry out more complex tasks or help you through them.

Specifically, the responsibilities of the system manager may include the following tasks:

■ Pre-installation

— Ensuring appropriate selection of equipment and features by surveying

your company’s employees and providing the information to your Lucent Technologies representative

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Page 1-4The System Planning Forms

— Helping develop a floor plan that illustrates where to install equipment — Participating in any training that your Lucent Technologies

representative provides for you and telephone users

■ Post-installation

— Functioning as the in-house contact both for your system’s users and for

Lucent Technologies personnel

— Planning for and sometimes implement ing system modi fications that

may become necessary as your company changes and grows — Maintaining records of changes made t o the system — Preparing an updated in-house directory of telephone extension

numbers — Training new users — Screening repair and/or operational problems or questions and reporting

them, if necessary, to the Lucent Technologies Helpline

(1 800 628-2888; consultation charges may apply) — Maintaining the security of the system and overseeing features that help

prevent fraud

The System Pl a nni ng Forms 1

When a MERLIN LEGEND Communications Syst em is installed and set up, Lucent Technologies personnel program it to function according to the options the customer selects and the features the customer needs. To make the

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programming process run smoothly, the Lucent Technologies personnel fill out

and refer to planning forms that record all of the system’s settings and features, those that affect the whole system and those that affect individual extensions. Lucent Technologies representatives use a book called guide when filling out forms at the time of an installation or upgrade.

After the system is installed and programmed, copies of these completed planning forms are available for you, as system manager, to use for reference and to update as you make changes to the system. The forms are a complete record of how your system is set up, so keep them in a safe place.

A list of the forms and a description of each form’s purpose is in Appendix D. One of the forms, the Employee Communications Survey, is included in Appendix D. Use this form if you need to conduct a survey of your users’ needs; for example, to plan system modifications as your company’s needs expa nd.

If you have not received the completed planning forms for your system, contact your Lucent Technologies representative. If you need a blank set of forms, call the Lucent Technologies Customer Information Center at 1 800 457-1235.

System Planning

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Page 1-5Upgrading the Syst em

as a

Upgrading the System 1

There are two types of system upgrades:

■ Feature Upgrade. To upgrade your system to the latest “release” or

version as soon as it becomes available. With little or no changes in your existing equipment or wiring, your system can be easily adapted and expanded as your company’s business needs change and grow.

■ Maintenance Upgrade. To fix problems in the system.

In Release 3.0 and later, an upgrade basically involves inserting a memory card (similar to a computer diskette) into a slot on the system’s processor or “brain” (part of the system’s card; for a maintenance upgrade, Lucent Technologies provides the memory card at no cost to you.

The memory cards are color-coded and have different titles to indicate their contents and function:

■ Feature Upgrade Memory Card . Orange label with black bars; entitled

Forced Install a tion

■ Maintenance Upgrade Memo ry Card. Orange label; entitled

Card

. To fix problems in the system.

control unit

). For a feature upgrade, you need a new memory

. To upgrade your system to the latest release.

Upgrade

NOTE:

A third type of memory card has a white label and is entitled

Card

. This memory card is used to back up and restore your system

programming as described in ‘‘

Backing Up the System’’ on page 6-38.

Translation

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For more information about upgrading your system, contact your Lucent Technologies representative.

Environmental Requirements 1

The control unit requires a regulated environment that is temperature-controlled, clean, and not exposed to direct sunlight. In addition, proper power and grounding are essential for correct and safe system operation, and to protect the system against lightning, power surges, and other problems.

If the control unit and other system components were installed by qualified Lucent Technologies technicians, these requireme nts were met during installation.

After installation, you can help with the correct operation of the system by making sure the following rules are observed:

■ The electrical outlet for the control unit must not be controlled by a switch.

Plugging the control unit into an outlet that can be turned on and off by a switch invites accidental disconnection of the system.

Issue 1

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Page 1-6Environmental Requirements

■ The AC outlet must be properly grounded by using an AC receptacle for a

3-prong plug.

■ Do not install the control unit outdoors.

■ Do not place the control unit near extreme heat (furnaces, heaters, attics,

or direct sunlight).

■ Do not expose the control unit to devices that generate electrical

interference (such as arc welders, or the motors of air conditioners and ventilators, compressors, and so on).

■ Each auxiliary power unit requir es one outlet.

■ Do not expose the control unit to moisture, corrosive gases, dust,

chemicals, spray paint, or similar material.

■ Do not place anything that could block ventilation on top of or around the

carriers.

■ Do not install the control unit under any device that may drip fluid, such as

an air conditioner.

■ For maintenance purposes, the control unit should be mounted in an

accessible location. There should be sufficient room and lighting available to remove the cover(s) and replace modules without moving furniture, boxes, or other objects.

For more information, contact your Lucent Technologies representative.

MERLIN LEGEND Communications System Release 5.0

System Manager’s Guide

About the System

This chapter provides a general overview that introduces all of the major aspects of the system and its operation, including:

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Page 2-1

■ Trunks

■ Modes of operation

■ System components

■ Features

■ Applications

■ Programming the system

■ System capacities

■ Auxiliary components

■ Data communications capabilities

More information about specific system topics is included throughout the guide. The

Feature Reference

Many of the principles of telephone communications have not changed sinc e Alexander Graham Bell made the first phone call in 1876. Because learning about these concepts helps explain how the system works, this chapter begins with some background information about telephone communications. For a more detailed history and description, see Appendix B, ‘‘

If you are already familiar with the concepts described in this chapter, you can skip the chapter.

and

System Programming

provide detailed information.

About Telecommunications’’.

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Background 2

Alexander Graham Bell and his assistant, Thomas A. Watson, demonstrated the first working model of a telephone on March 10, 1876. Bell made the call from a transmitter in one room to a receiver a few rooms away.

The first telephone installations were set up like that first call, as direct connections between one telephone and another. When more and more telephones were installed, it quickly became impractical to have every phone connected directly to every other phone. Thus, the concept of developed, that is, all telephones connected physically to all other telephones, but each telephone could make the electrical cross-connection betw een itself and another phone so that the caller was connected to the called party.

Again, as more and more telephones and lines were installed, it became impractical to have each telephone perform this switching function, so all lines from all phones were brought into a common place, called a

exchange

switchboards. This 2-way connection between the telephone and t he CO was (and still is) called the and interconnected, until the current global telephone network evolved (see

Figure 2–2

(see Figur e 2–1) where human operators switched calls at

local loop .

Eventually, more and more COs were created

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Page 2-2Background

switching

central office (CO)

As geographic areas expanded and the global telephone network evolved, and as technological advances became available, switche s also evolved and are now fully automatic and controlled by computers.

There are now also private switches that, rather than being located at the telephone company’s CO, are located on a company’s premises. These systems, called

private branch exchanges (PBXs

), made sense because most of a

business’ calls are between telephones on site within the company. The MERLIN LEGEND Communications System includes such a switch, located

on a company’s premises, that offers access to even more powerful telephone network applications and services. It can operate as a PBX (

Hybrid/PBX mode)

or can be set up to operate in one of two other modes that define how the system works. The system can also use state-of-the-art telephone equipment.

The next sections briefly describe the evolution of telephone equipment and switching. For more information, see Appendix B, ‘‘

About Telecommunic ations’’.

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T C (

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elephone Company

entral Office

CO)

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Page 2-3Background

Customer Premises

Figure 2–1. The Local Loop

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Long Distance (Toll) Network

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Customer Premises

Figure 2–2. The Telephone Network

Telephone Equipment 2

The first working model of a telephone consisted of a microphone (called a

transmitte r

a pair of wires and a battery. A telephone is powered by

supplied by a battery inside the phone. Beginning in 1894, COs used a common battery to power all the telephones connected to the exchange.

The receiver for early telephones hung on a hook that activated a switch to control the flow of direct current to the telephone. This hook was called a term that is still used today. When a telephone handset is sitting on its cradle (

on-hook

) and a small loudspeaker-like device (called a

direct current (dc

) which, in early phones, was

), it draws no current from the CO. When a person removes the handset

receiver)

connected by

switchhook

, a

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Page 2-5Background

from the cradle (

off-hook

), current flows and signals the CO that the caller is

requesting service. Similarly, the CO signals the called party by sending current to his or her phone,

causing it to ring. When the called party lifts the handset from its cradle, the current flows, indicating to the CO that the party has answered.

Bell realized that a caller needed a way to signal the other person to pick up the

phone. After experiments with various bells and buz zer s, in 1878 Bell’s ass istan t Watson developed a bell ringer operated by a hand crank.

When human operators handled switching, the caller used the telephone’s hand crank to ring the operator, and then told the operator the name of the person he or she wanted to reach. If the called party was available, the operator connected the two parties by using a cord that had plugs at each end. Each plug had parts called a

tip and a ring

that functioned as conductors to complete the electrical circuit. The operator connected the two parties by plugging in one end of the cord into the caller’s connector (called a

jack

) on the switchboard, and the other end of the cord

into the call e d p ar ty’s ja c k . Once automatic switches were in place, telephone companies assigned numbers

to telephone service subscribers, and a dialing mechanism was built into the telephone. The caller identified the called party to the switch by dialing the called party’s number.

Telephone users originally dialed numbers by using a mechanical device called a

rotary dialer

. A spring wound up when turned in one direction and, on its return to normal position, caused interruptions in the flow of current, thus creating dial pulses recognized by the switch. The subsequent development of the touch-tone dialer provided a further innovation: the creation of unique tones produced by simply pressing buttons on the dialpad.

Although there are still some rotary-dial telephones in use, most modern telephones have touch-tone dialing, which is faster and, with the advent of services available from touch-tone phones, more versatile.

The terms

tip

and

ring

, however, still describe any telephone equipment that involves only one line, for example, a single-line telephone (such as those in most homes), an answering machine, or a fax machine. These are referred to as

tip/ring (T/R

) devices.

You can use several different types of telephones with the MERLIN LEGEND Communications System , including single-line telephone s, analog multiline telephones, and MLX digital telephones. The terms

analog

and

digital

refer to the

type of signal the telephone produces:

■ Analog Signal. A signal that represents a range of frequencies, that is,

continuously variable physical qualities such as amplitude; for example, the human voice.

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■ Digi t a l Signal. Information transmitted in a coded form (from a computer)

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represented by discrete signal elements; for example, off and on or zero and one.

Switching Equipment 2

As described earlier, the telephone network is composed of a number of centralized switching locations, call

circuit is connected, or switched, to another circuit. That is, the caller’s line is connected to the called party’s line so the two can hold a conversation.

Telephone operators, who supplied the first manual switching, were slow and costly but afforded some special functionality: calls could be forwarded, messages taken, and calls interrupted. Electromechanical switching autom ated that manual labor and made telephone service universally affordable, but the technology was inflexible and did little more than switch calls. Now, with electronic, computer-controlled switches, both flexibility and functionality are affordable for everyone.

central offices (COs

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), where a telephone

The Evolution of Switches 2

The method, type, capabilities, and capacities of switches have evolved as geographic areas expanded and technologic al advances became avail able. The following list describes each of these progressive innovations. Figure 2–3 illustrates this evolution of switching equipment.

■ Private-Line Service. In the first telephone installations, communication

was directly from one teleph one to another , as in Bell’s dem ons t ratio n. Thus, one telephone could communicate with only one other telephone.

■ Party-Line Service. Several telephones were connected to one line so

that a number of people could communicate in the same conversation. But there was no way to reach a telephone on any other line.

■ Station Sw itching. All telephones were connected to all other telephones.

The telephone itself performed the switching and made the connection. This was workable for a small number of telephones, but quickly became impractical as hundreds of telephones were installed.

■ Centralized Swit c h ing. As the number of telephones grew, all the lines

from all the telephones came to a common so that the lines could be electrically cross-connected. Human operators made the connections.

central office (CO)

exchange

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Telephone

☎

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Station

☎

Private-Line

Service

Telephone

Station

Switch

☎

☎☎☎

☎

Party-Line

Central Office

☎

Service

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Page 2-7Background

☎

☎☎

Station Switching

☎

Figure 2–3. The Evolution of Switches

Eventually, as more and more COs were created, a hierarchy of special

offices

(SOs) connected the COs locally and then between cities and countries for

long-distance (toll)

trunks.

The following list provides an overview of the hierarchy of switching offices. Figure

2–4 illustrates the hierarchy.

■ Level 1: Trunking between COs. The first level in the hierarchy consists

of local COs with direct trunk connections between them. This is referred to as the residence with a single phone line or a business with a customer premises switch such as the MERLIN LEGEND Communications System.

switching.

local netw or k .

☎

The dedicated lines between COs were called

The customer premises served by each CO can be a

Centralized Switching

switching

■ Level 2: Switching between Tandem (Intermediary) SOs. When the

traffic between two COs exceeds the amount that direct trunking can efficiently and cost-effectively serve, the COs are each connected to a third switching office (SOs) that functions as an Intermediary. This is referred to as the

tandem network.

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■ Level 3 and Above: Switching among All SOs. To ensure that there is a

communications path from each SO to any other SO, ever-increasing levels of SOs combine larger and larger geographical areas. This is referred to as the service.

Toll Network

Tandem Network

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toll network

and comprises national and international

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Key: = Level 5

= Level 4 = Level 3 = Level 2 = Level 1 (CO)

= MERLIN

LEGEND Communications System

= Customer

☎

Telephone

Local Network

☎

Figure 2–4. The Switching Office Hierarchy

Today, a local area within which there is a single, uniform set of charges for telephone service is called a local exchange area, and a call between any two points within an exchange area is a local call. A toll call is a call made to a point outside the local exchange area and includes service through the switching office hierarchy.

☎

local exchange area.

☎

Switching Methods 2

For the first few decades of telephone service, human operators manually switched calls and made the actual connections of circuits. They made the connections at switchboards by using cords that had plugs at each end.

Approximately 120 lines terminated at answering jacks on an operator’s switchboard. In turn, each operator had 18 cords for making connections.

When a telephone service subscriber made a call, a lamp lit at his or her jack, telling the operator that the person on that line desired service. The operator connected to the subscriber’s jack, and the calling party would then give the name (and later, the telephone number) of the party he or she was calling. Then the operator completed the call (that is, completed the circuit) by connecting the cord to one of perhaps 10,000 subscriber jacks within reach. When the call was over

A number of COs may serve a

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and the parties had hung up, the lamp associated with each connecting cord would go out and the operator knew that the call was complete and the cord could be removed.

The first automatic switch was invented in 1892 by Almon B. Strowger, an undertaker who realized that his competitor was getting all the undertaking

business in the town, referred by the town telephone operator—who was also the competing undertaker’s wife! The Strowger switch was an electromechanical device controlled by the caller’s telephone (

Strowger’s switch was adapted for use in the Bell System in 1919. It was noisy and not very flexible at offering new services but, because it was more cost-effective than human operators, it was directly responsible for making telephone service affordable and universal.

In 1938, the Bell System developed and installed the next innovation in electromechanical switching, and it is still in use in some areas today. It had fewer switches, a sophisticated control mechanism, and lower maintenance. However, like its predecessor, it was not flexible because it couldn’t be programmed.

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station switching).

It was, therefore, a natural progression that led to the idea of using a computer, with its inherent programmable flexibility, to control the switching operation. This new generation of switching technology was called an

(ESS)

. With ever-increasing innovations in technology (beginning with the AT&T No.1 ESS first installed in 1965), the Lucent Technologies 5ESS® digital switching system handles 100,000 lines and 650,000 telephone calls per hour. The newer digital switching systems also interface easily with high-speed digital trunks.

As mentioned earlier, the MERLIN LEGEND Communications System is a switch located on a company’s premises, providing access to powerful features and advanced telephone network applications and services.

System Overvi ew 2

The MERLIN LEGEND Communications System can handle voice and data simultaneously over the same lines, and voice features can enhance the use of data communications. The system accommodates businesses with needs ranging from a few telephones to over 100 telephones. Its modular design allows easy expansion.

Many of the terms and concepts introduced in the beginning of this chapter are used in the system. As illu strated in Figure 2–5 of incoming trunks from the telephone company’s central office (CO), connected through the system’s example, a PC or fax machine.

control unit

to telephones and other system equipment, for

electronic swi tching system

, the system allows the connection

There are various types of trunks that provide different functionality. Likewise, a variety of telephones and other equipment can be connected to the system.

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Depending on the trunks and the telephones and other equipment selected, a wide array of features and add-on products ( to the needs of your company.

The rest of this chapter provides an overview of each primary system aspect:

■ Incoming Trunks

■ Modes of Operation

■ Components

■ Line/Trunk and Extension Modules

■ Features

■ Applications

■ Programming the System

■ System Capacities

■ Auxiliary Components

■ Data Communications Capabilities

applications

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) can function according

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Telephone Company Central Office (CO)

Incoming Trunks

igital) Telephones (D LX

012

8 Analog Telephones (ATL) 44GS or LS Outside Lines/ 408 GS/LS

8 M 008 M

408

PROCESSOR

POWER

CAUTION

OFF

Turn off power before inserting or removing modules

A G

PU T

FR GND

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Telephones and Other Equipment

MERLIN LEGEND

Applications

Auxiliary Components

Figure 2–5. System Overview

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Incoming Trunks 2

Trunks are the telephone company’s facilities, provided by the central office (CO) to carry voice or data communications (see Figure 2–6 trunks, each with different capabilit ies. These types hav e evolv ed over the years as technology has advanced and customer needs have expanded.

The decision concerning the type of trunks chosen for your company’s system depends primarily on your company’s needs. Other factors include cost (due to differing capabilities, the use of some trunks is more expensive than others), and availability (some of the advanced trunks are not available everywhere).

Your company chooses trunks before the system is installed. A Lucent Technologies representative works with you or your company’s representative to identify needs and, therefore, the appropriate type and number of trunks. When the Lucent Technologies representative places the order for the system equipment, she or he also contacts the local telephone company and arranges for the trunks.

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). There are a variety of

Depending on the trunk type and what the CO can provide, a variety of services is available, for example, incoming and outgoing WATS (INWATS and OUTWATS).

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Incoming Trunks

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Telephone Company Central Office (CO)

Loop-Start Trunk Ground-Start Trunk Digital Facility

igital) Telephones (D LX

012

8 Analog Telephones (ATL) 44GS or LS Outside Lines/ 408 GS/LS

8 M 008 M

408

PROCESSOR

POWER

CAUTION

OFF

u rn o

o w e

r b

rtin

g o

r o v

g o d u

IN PUT

FR GND

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Telephones and Other Equipment

MERLIN LEGEND

Applications

Auxiliary Components

Figure 2–6. Incoming Trunks

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The types of trunks are:

■ Loop-Start Lines (Incom ing and Ou tgoing Calls). Provide incoming and

outgoing calls and are intended primarily for single-line telephones and older PBXs. The y are th e simplest (often the least expens i v e ) a n d most common facilities in the nationwide telephone network. Although they are not appropriate for some situations, they are necessary for others (for example, some caller identification services).

■ Ground-S ta rt Trunks (Incoming and Outgoing Calls). Provide a signal at

the beginning and end of incoming and outgoing calls to determine the availability of a trunk before the CO routes an incoming call on it. Also, when either the caller or the called party hangs up, the entire circuit is disconnected and dropped. These trunks were introduced to solve the problems that PBXs encounter on loop-start trunks (namely, glare and unreliable disconnect), as described in the Introduction booklet.

■ Tie Trunks. Private lines that directly connect two communications

systems. Using a tie trunk, a user on one system can call an extensio n on another system by dialing an access code and the extension number or simply the extension number.

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In more complex tie trunk configurations, a person can tie into another system and use a trunk that does not exist on his or her own system. For example, in a company with locations in New York, Chicago, and Los Angeles (with tie trunks between New York and Chicago, and Chicago and Los Angeles), users in New York can access a Los Angeles trunk and make a local call as if they were in Los Angeles themselves.

■ Direct Inward Dial (DID) Trunks (Incoming Calls Only). Provide fast

access to specific individuals; incoming DID calls can be routed directly to an extension or calling group without system operator assistance.

■ Digital Facilities. MERLIN LEGEND supports two different types of digital

facilities: Digit al Signal 1 (D S1) and, in Releas e 4. 0 and later system s , National Integrated Services Digital Network 1 Basic Rate Interface (abbreviated

NI-1 BRI

) facilities. T1, PRI, and BRI are the system’s interfaces to these Integrated Services Digital Network (ISDN) facilities, which provide end-to-end digital connectivity and switched connections to other networks. All three interfaces allow high-speed data transfer.

— National Integrated Services Digital Network 1 Basic Rate Interface

(Incoming and Outgoing Calls). One NI-1 BR I f ac ilit y carr ie s the equivalent of three “lines.” Two are called

B-channels

and provide voice and data communications services. A third D-channel controls signaling and maintains operations on the B-channels.

— Digital Signal 1 Facility Programmed for Either T1 or Primary Rate

Interface Operation (Incoming and Outgoing Calls). One Digital Signal 1 (DS1) facility provides the equivalent of 24 lines, called

channels

. In Release 4.0 and later systems, the DS1 facility can be programmed to operate in one of three ways:

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

T1 Voice Operation. A “line” can be programmed through the system, without the services of a telephone company installer, to emulate a ground-start, loop-start, tie, or DID trunk. This type of T1 operation also gives you access to special services, such as inbound 800 or WATS service for incoming, toll-free service for voice calls. Only this type of T1 operation is available in releases prior to Release

4.0.

NOTE:

While you can quickly and easily change the type of line that a channel imitates, you must coordinate the change with the T1 provider so that both ends of the connection are set up for the same type of line/trunk.



T1 Data Operation. Available in Release 4.0 and later systems, T1 data operation allows high-speed data communications ov er the public switched network; this is called provides data tie “lines” to connect one MERLIN LEGEND Communications Syste m to anothe r o r to a DEFINITY syst e m. A T1 data-operation “line” is a

channel

T1 Switched 56 service

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Page 2-15Modes of Operat ion

. It also



Primary Rate Interface (PRI) Operation. The 24 “lines” include 23 B-channels. Each B-channel can dynam ically provide voice and data services; one D-channel carries signaling information for the B-channels.

NOTE:

Facility

is a general term that designates a communications path between a telephone system and the telephone company central office. Specifically, we refer to digital facilities (sometimes called connects a switch to a switch, for example, the MERLIN LEGEND Communications System to the central office. Technically, a loop-start 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 use specific terms such as

line

and

lines/trun ks

trunk

are often applied interchangeably. In this guide, we

and

line/trunk

to refer to facilities in general. We also use

personal line, ground-start trunk, DID trunk

on. When you talk to your local telephone company central office, ask them which terms they use for the specific facilities they connect to your system.

Modes of Oper ati on 2

The system’s mode of operation determines the following:

pipes

). Te chnic a lly, a

line

trunk

is a

, and so

■ The types of outside trunks that can be connected to the system

■ How users access outside trunks

■ The types of system operator consoles that your business can use

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■ The features and applications that your business can use and how they

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work

■ How the system is registered with the Federal Communications

Commission (FCC)

The choice of system mode depends on your company’s needs. Your Lucent Technologies representative and you or your company’s representative decide on the system mode when you plan and purchase your system. Lucent Technologies personnel then set the mode when they install the system.

CAUTION:

Because the operating mode significantly affects how the system works, you should know the mode in which your system is configured. You can either check the

Planning Forms

(Form 1, Page 2, System Mode) or contact

your Lucent Technologies representativ e

The system operates in one of three modes:

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Page 2-16Modes of Operat ion

■ Key Mode. The simplest way to provide people with more than one line

from a telephone. Easy to use. Recommended for smaller systems.

■ Hybrid/PBX Mode. Especially useful where toll fraud/security are a

concern. Provides cost-effective call routing, especially useful for special-purpose network services. Recommended for medium to larger systems.

■ Behind Switch Mode. Used when the system is connected to a system

such as DEFINITY. May be appropriate for users who are part of a large organization, for example, a department within a company.

While Key mode is appropriate for smaller systems and has the capacity limitations of any key system, the MERLIN LEGEND Communications System, unlike other key systems, is flexible and allows you to expand to a PBX system when your business outgrows Key mode.

Table 2–1 ‘‘

Line Buttons on Multiline Telephones’’ on page 3-25 describes Shared Access

outlines the primary differences among the modes.

(SA) buttons and Intercom (ICOM) buttons.

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Table 2–1. Modes of Operation

Key Mod e Hybrid/PBX Mo de Behind Switch Mode

Description Telephones have multi ple

buttons (or keys) labeled with telephone number s. Every button corr esponds directly to an outsi de li ne. Different buttons (ICOM buttons) are used for inside calls.

Types of Trunks Ground-start

Loop-start Tie DS1 (T1 only) BRI

Number of Extensions:

Fewer than 50 More than 50

Types of Buttons A line button for each

User Access to Outside Lines/Trunks

Types of Operator Console(s) Recommended Use

Good Not recommended

outside line. Up to 10 ICOM buttons for

inside calls.

Choosing a specific li ne button

DLCs only DLC, QCC, or a

Smaller systems (fewer than 50 extensions)

Outside trunks are grouped in pools for shared use; the system automatically selects an available outside trunk. People use the same button to make both inside and outsi de calls.

Ground-start Loop-start Tie DS1 (PRI and T1) DID BRI

Good Good

Up to 10 SA buttons.

Pool button to access a specific pool. (Optional) A personal line button for dedicated use of a specific out side trunk. Dialing a code (usually from an SA button

combination of bot h Medium to larger systems (more than 50 extensions)

Used when the system (called t he local syst em ) is connected to a larger PBX or Centrex system (called the host system). One outside line (a pri m e li ne) is assigned to each telephone. The host system provides the interface to outside lines and some features. Ground-start Loop-start Tie

Good Good up to 80

For multiline phones:

Multiple prime l ine butt ons. Up to 10 ICOM buttons.

)

Dialing the host system’s dial-out cod e (usually from a prime line button DLCs only

For users wh o a re par t of a large organization, for example, a department within a company or companies which subscribe to Cent rex serv i c es for most features

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)

Continued on next page

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Table 2–1. Continued

Key Mod e Hybrid/PBX Mo de Behind Switch Mode

Comments All users need multil ine

phones. Line assignments can be

customized by phone or groups of phones. For example, you can assign tie trunks only to the telephones where the y are needed.

Provides the most effic ient use of outside trunks. The Automatic Route Selection (ARS) feature can be programmed for the cost-effective use of pools and the greates t protection aga inst toll fraud. Provides greater functional ity for single-line phones than other modes. Fewer line buttons required for users.

Components 2

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Users can have acces s to most features of both the local system and the host system. Single -line phones can be used.

The system includes the following components:

■ Control Unit. The circuitry that manages the switching activities of the

telephone company’s trunks and your system. It consists of which

modules

processor module

(circuit packs) are inserted. The module types include a

(the “brain” of the system), a power supply module, and

carriers

into

a variety of line/trunk or extension modules with jacks for connecting the incoming trunks and the extension lines. The following section explains line/trunk and extension modules in more detail.

A plastic cabinet (the cover) protects the control unit.

■ Telephones. Single-line, cordless, cordless/wireless, and analog multiline

telephones, as well as digital MLX telephones that offer a variety of features and advanced capabilities. Most MLX telephones have displays that show call information, list features for using the telephone, and provide menu-driven programming instructions. MLX telephon es include the following: MLX-5, MLX-5D, MLX-10, MLX-10D, MLX-10DP, MLX-16DP, MLX-20L, and MLX-28D.

■ System Operator Consoles. Telephones programmed to handle a variety

of operator functions. Types of consoles include: — Analog or MLX Direct-Line Console (DLC). Outside lines are assigned

to individual buttons, and the console can have several calls ringing at the same time. Only certain MLX telephones and analog multiline telephones can be used as DLCs.

— MLX Queued Call Console (QCC). Available only in Hybrid/PBX mode.

Incoming calls wait in a queue for the operator and reach the QCC on a first-in, first-out basis, according to the call priority level assigned through system programming. Only one call rings at a time.

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The MLX-20L telephone is the only telephone that can be assigned through system programming to function as a QCC. The buttons on the QCC are factory-set with fixed features.

The type of console used depends on the company’s needs and the system’s mode of operation, as described earlier in this chapter.

NOTE:

One or two Direct Station Selector (DSS) adjuncts can be added to an MLX console to provide 150 or 300 additional extension buttons. The analog System Display Console has 40 built-in DSS buttons and provides access to three pages of extensions, for a total of 120.

■ Auxiliary Components. Adapters for connecting extra equipment and the

adjuncts that add features to the system or extensions. Some adjuncts are: loudspeaker paging systems, headsets, fax machines, and modems. Other add-on components are optional accessories, for example, su rge protectors that protect the equipment from lightning and power surges.

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Figure 2–7

illustrates some of the compone nts of the system. ‘‘Au xiliary

Components’’ on page 2-26 and Chapter 3, ‘‘System Components’’ include

additional information. For more information or to order any of the components, contact your Lucent Technologies representative.

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Telephone Company Central Office (CO)

Incoming Trunks

012

LX (Digital) Telephones

8 Analog Telephones (ATL) 44GS or LS Outside Lines/

408 GS/LS

8 M

008 M

408

PROCESSOR

POWER

CAUTION

OFF

T u rn

ff p o w

r b in

rtin re

r o v in

o d

u le s

P U T

FR GN

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LAN

Telephony

Server

MERLIN LEGEND

Telephones and Other Equipment

Applications

Auxiliary Components

MLX

Telephone

Fax

Machine

MLX

Telephone

with MFM

Single-

Line

Phone

Answering

Machine

Analog

Multiline

Telephone

Your LAN

Figure 2–7. System Components

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Line/Trunk and Extension Modules 2

The line/trunk and extension modules inserted into the control unit have jacks for connecting CO trunks and system telephone wires to the control unit.

A system with a basic carrier has five slots for modules. Up to two expansion carriers can be added, each one providing six slots for modules.

The system supports 17 different types of modules that vary in the types of lines/trunks that they support and the types of telephones or other equipment that can be connected to them.

The names of the modules identify their capacities and capabilities. The first digit tells you the number of line/trunk jacks a module supports, while the last two digits describe the number of extension jacks it supports. Following the number may be letters that indicate the type of trunk it supports, that is, for

ground-start

the module supports loop-start trunks. For example, the 408 GS/LS MLX modul e provides four li n e/trunk jacks and eight MLX ex te n sion jacks, and support s ground-start and loop-start trunks (see Figure 2–8

; if the number indicates line/trunk support and no letters follow,

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for

loop-start

and GS

8 Analog Telephones (ATL)

408 GS/LS

4 GS or LS Outside Lines/

408

S/LS-MLX

PFT Jack

Line/Trunk Jacks

Digital (MLX) Extension Jacks

Figure 2–8. 408 GS/LS-MLX Module

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Features 2

The versatility and power of the system are due, in large part, to the variety of feature settings and services it can provide.

Features include traditional items (Transfer and Call Waiting), as well as advanced features (Coverage and Park).

Some functions can be perfo rmed in sev er al way s. For exam ple, the system offers a variety of ways to provide call coverage. You therefore choose and set up features according to your specific business needs.

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Chapter 4, ‘‘

features. The

Features and Applications’’ provides additional information about

Feature Reference

provides detailed information, including

interactions of features.

Applications 2

Numerous add-on products ( including:

■ Voice messaging systems answer incoming calls, provide callers with a

menu of choices, such as people or departments, and then transfer the call as prompted by the caller using a touch-tone phone. Voice messaging systems may or may not include voice mail services, descri be d below.

■ Voice mail services enable system users, for example, to send voice

messages to other users, forward voice messages with comments, and return a call.

■ Fax messaging services automate the sending, receiving , call-handling,

and storage of faxes, in much the same way voice messaging systems handle voice messaging.

■ Call accounting applications manage telephone usage by tracking and

sorting telephone costs and producing reports on costs.

■ A call management application answers and distributes calls to members

of a specified group, for example, ticketing agents.

applications

) are available to enhance the system,

■ PassageWay Direct Connection Solution provides an interface between an

extension and a PC with Microsoft® Windows®, as well as providing utilities and allowing the integration of Windows applications with telephone activitie s.

■ In Release 5.0 and later syst ems, the CTI link hardware/software feature is

available as part of the Lucent Technologies PassageWay Telep hony Services product. It works with Novell NetWare LANs (local area networks) to support LAN applications on Windows 3.1, Windows 95, Windows for Workgroups 3.11, Windows NT, Apple® Macintosh® OS, and UNIX® System clients.

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NOTE:

A CTI link is not compatible with all Macintosh OS and UNIX System clients, which must support private data in order to function with the feature. For additional information, consult the

Services Network Manager’s Guide.

■ Group and personal videoconferencing and data exchange applications

allow multimedia interaction among people who work together but are geographically distant.

In addition, the system provides support for special services, such as Centrex, Basic Rate Interface (BRI), and Primary Rate Interface (PRI).

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Page 2-23Applications

PassageWay Telephony

Figure 2–9

illustrat es som e of th e s e ap p lic at io ns .

Businesses can purchase some applications separately; others are integrated to have a common interface. Most have settings that you can easily customize to suit your company’s needs. Some require additional hardware.

In Release 5.0 and later systems, a bridge to PC applications is available: the Computer Telephony Integration (CTI) link or

CTI link

(part of the PassageWay Telephony Services product from Lucent Technologies) for local area networks (LANs). The connection is made through a programmed MLX extension jack. The link allows calls on SA buttons to be monitored and controlled from workstations connected on a LAN to a server running Novell NetWare software. The link supports applications such as power dialing for telemarketing salespeople and pop-up database information about a caller (screen-pop applications that use the caller’s telephone numbers must be combined with Caller ID services through PRI, NI-1 BRI, or a local service provider via the system’s 800 GS/LS ID module). For more information, see ‘‘

CTI (Computer Telephony Integration) Link’’ on page

5-34 or consult your Lucent Technologies representative. Chapter 4, ‘‘

Features and Applications’’, includes an overview of available

applications. Of course, the documentation provided with the product is the most authoritative. Once you have reviewed this material and found an application that seems to fit your needs, contact your Lucent Technologies representative to order the product or discuss it further.

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Telephone Company Central Office (CO)

Incoming Trunks

012

8 Analog Telephones (ATL) 44GS or LS Outside Lines/ 408 GS/LS

8 MLX (Digital) Telephones

008 MLX

408

PROCESSOR

POW

CAUTION

OFF

Turn off power before inserting or removing modules

AG INPUT

FR G

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Page 2-24Applications

LAN

Telephony

Server

MERLIN LEGEND

Telephones and Other Equipment

Applications

PassageWay

Direct Connection

Solution

Auxiliary Components

MLX

Telephone

Call

Accounting

System

Fax

Machine

MLX

Telephone

with MFM

Single-

Line

Phone

Answering

Machine

Messaging

System

Telephone

Voice

Analog

Multiline

Your LAN

CTI Link

Application

Figure 2–9. Applications

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Programming the System 2

System installation includes programming features, settings, and options selected by you or a representative from your company.

Depending on the feature, either you, as system manager, or a person at his or her extension can make changes to features:

■ System Programming. Used to program systemwide or group features. A

Lucent Technologies technician can also do system programming. You use one of the following:

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— An MLX-20L telephone, referred to as the — A PC with System Programming and Maintenance (SPM) software,

reaching the system in one of three ways: a direct connection between the PC and the system’s control unit, an on-site or connection to the modem in the control unit, or an off-site modem connection.

■ Extens io n Pr og ra m m i ng. Can be performed in two ways:

— Central ized Telephone Progr amming. You program at the

programming console.

— Teleph one Pr ogr ammi ng . E ither you or the user programs at a specific

telephone.

When programming at an MLX telephone or PC, you work with features and options from screen menus. You simply select an item from the menu and enter settings as desired.

System Capacities 2

The system can support up to 80 line/trunk jacks, 72 of which can actually be B-channels supplied on 100D modules or 800 NI-BRI modules (Release 4.0 and later systems).

programming console

local

modem

remote

The maximum number of extensions depends on the type of equipment included in the system. In theory, you can connect as many as 255 extensions, but this, in fact, is not practical. In Release 4.0 and later systems, a higher-capacity tip/ring (T/R) extension module, the 016, allows the system to support as many as 200 T/R devices such as single-line telephones, modems, and fax machines. The number of extensions you can connect depends on the equipment you are using in your system.

Appendix C describes hardware and software capacities, that is, the minimums and maximums for certain features.

If you have any questions about your system’s capacity, contact your Lucent Technologies representative.

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Auxiliary Components 2

There are many other components that people use with the system, including adapters, adjuncts, and accessories. You probably have many of these in your

system already. If you’re interested in adding any of these components to your system, contact your Lucent Technologies representative.

The following is a list of the types of auxiliary sys tem components, including some examples of each:

■ Adjuncts. An auxiliary piece of equipment that adds features to the

system, for example, a fax machine or a modem. There are three types of adjuncts:

— System Adjuncts. Connect directly to the control unit, for example, a

Station Message Detail Recording Printer (SMDR) to print call records, a PC with System Programming and Maintenance (SPM) software to be used for the programming and maintenance of the system, loudspeaker paging systems, and Magic on Hold callers on hold.

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 to provide background music for

— Telephone Adjuncts. Connect to telephones. For example, Direct

Station Selectors (DSSs) can enhance the capabilities of operator and programming consoles, as well as a variety of headsets, speakerphones, and specialty handsets (for users who are hard of hearing or in noisy environments).

— Other Adjuncts. Connect directly to the control unit but are not

necessarily used systemwide, for example, a fax machine at its own extension. (Many adjuncts, such as fax machines and modem s, can either connect directly to the control unit from their own extensions, or they can connect to a telephone at an extension.)

■ Adapters. Enable the connection of other equipment or certain telephone

company facilities. There are two kinds of adapters, classified according to function:

— System Adapters. Connect adjuncts (for example, a loudspeaker

paging system) directly to the control unit and serve the whole system.

— Telephone Adapters. Connect adjuncts to telephones. For example, a

Multi-Function Module (MFM) connects an adjunct, such as an answering machine, modem, fax machine, or special strobe, to an MLX telephone.

■ Accessories. Different kinds of accessories can be added to the system to

provide more power or additional protection from power surges. There are three types of accessories:

— Power Accesso ri es. For example, an Uninterruptible Power Supply

(UPS) for the system or telephone power units to provide additional power to individual telephones that require them for adjuncts.

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— Protection Accessori es. For example, for grounding and protecting

special telephone connections (like a telephone located in a different building) from lightning strikes and power surges.

— Miscellaneous Accessories. A power-failure transfer (PFT) telephone

used to make and receive calls in the event of a commercial power failure or an Off-Premises Range Extender (OPRE) used for a single-line telephone located in a different building from the control unit and more than 1000 feet away.

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Figure 2–10

illustrates some of these components. For information about these

accessories, see Chapter 3, ‘‘

Operations Reference

(not updated since Release 3.0).

System Components’’ and the

Equipment and

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Telephone Company Central Office (CO)

Incoming Trunks

012

8 Analog Telephones (ATL) 44GS or LS Outside Lines/ 408 GS/LS

8 MLX (Digital) Telephones 008 MLX

408

PROCESSOR

POWER

CAUTIO

O N

O F

Turn off power before inserting or removing modules

AG INPUT

N D

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LAN

Telephony

Server

MERLIN LEGEND

Telephones and Other Equipment

Applications

PassageWay

Direct Connection

Solution

Auxiliary Components

Building A

MLX

Telephone

Headset

Call

Accounting

System

X P R

E S S

U T E

Digital Adapter 1000

D a

Computer

and ISDN

Terminal

Adapter

Fax

Machine

Music-on-Hold

Magic-on-Hold

MLX

Telephone

with MFM

Bell, Chime,

Strobe, etc.

Single-

Line

Phone

Uninterruptible

Power

Supply

Answering

Machine

“Attention”

Paging

System

Analog

Multiline

Telephone

Voice

Messaging

System

Your LAN

CTI Link

Application

P O

W E

U T

6 5 7

GROUND

6 5 7

GAIN

1234

OPRE

Single-

Line Phone

Building B

Figure 2–10. Auxiliary System Components

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Data Comm u nications Cap abilities 2

One of the imp or t a nt capabilities of the sys t e m is that it can carry bo t h voice and data communications simultaneou sly over the same lines. In addition, system features used for voice communications, such as Automatic Route Selec tion, calling restrictions, and speed dialing can also enhance the use of data equipment.

NOTE:

For the most up-to-date information about data and video communications, consult the

Thus, the system allows you to use telephone lines for communicating not only voices but data and video too. For example, a computer in New York can send data files to a computer in San Diego. At your own company, your PC can communicate with a gateway computer on a local area network (LAN) and gain access to the network; or, you can call your office computer from your home computer and send files back and forth between your home and office.

Data/Video Reference

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In addition, the system supports advanced network services that integrate voice and data, such as group and personal videoconferencing.

A special type of extension, called a

data workstation

, is used for data communications. It may include a telephone and always include s two types of equipment:

■ Data Terminal Equipment (DTE). For example, a PC, data terminal,

printer, optical scanner, or video system.

■ Data Comm u ni c at i on s Eq ui pm ent (DCE). For example, an internal or

external modem or an external Ascend Pipeline™ 50 ISDN terminal adapter.

The DTE connects to the system via the DCE, which has capabilities similar to a telephone. The DCE places the data call, maintains its connection, and terminates the data call.

Sometimes a telephone is also part of a data workstation. The telephone can be either an MLX or an analog multiline telephone that operates independently of the data communications equipment (DCE). You can attach a modem to either an analog or MLX telephone adapter.

video workstation

is a type of data workstation that allows group or desktop

videoconferencing. For high-speed data communications over Integrated Services Digital Network

Basic Rate Interface (NI-1 BRI, Release 4.0 and later) or Digital Signal 1 (DS1) Primary Rate Interface (PRI) or T1 Switched 56 (Release 4.0 and later) facilities, you can attach an ExpressRoute 1000 ISDN Terminal Adapter or another ISDN

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(Integrated Digital Services Network) communications device to an MLX extension. Group videoconferencin g may require ExpressRou te 1000s, or an ISDN terminal adapter compatible with them, which may be provided with the videoconferencing application. A modem or other communi ca tions device can operate (with its data terminal, of course) from its own extension, with no telephone at the extension.

Desktop videoconferencing, data transfer, and screen-sharing applications work with Release 4.0 and later systems. They use any combination of PRI, NI-1 BRI, and T1 Switched 56 data lines/trunks. Such systems can stand alone, and some may also have an MLX telephone attached. Desktop videoconferencing systems can use one MLX B-channel or two (for acceptable video quality). If the system uses both MLX B-channels, you cannot use the phone connect ed to the same MLX port as the videoconferencing application while the desktop videoconferencing system is making or receiving calls. The use of two B-channels is called

2B data

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System Components

This chapter describes the system’s basic hardware. It includes descriptions of the control unit, MLX telephones, analog m ult iline telephones, single-lin e telephones, system operator consoles, adjuncts and adapters for the system and telephones, and power-related accessories.

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Control Unit 3

The control unit connects the telephone company’s outside trunks to the system’s telephones and adjuncts. It is the heart of the system, managing the traffic within the system (inside calls) and making telephone company facilities and outside services available to your company. It includes the following components:

■ Carriers (up to three)

■ Processor module (one per system)

■ Power supply module (one per carrier)

■ Line/trunk and extension modules (up to 17 total in three carriers)

■ Cover that protects the unit

Carriers 3

The carriers in the system are the containers that hold the modules on which the circuit boards and connections for lines/trunks and extensions (called

ports

) are located. There can be up to three carriers: one

expansion carriers.

The carriers hold the modules in slots. For the purposes of system programming and installation, 2-digit numbers indicate the slots, starting with 00 for the processor module.

basic carrier

jacks

and two

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Inside the back of each carrier is a component called the

the circuitry that makes it possible for the modules to “talk” to each other and for the processor module to handle the traffic among the modules.

Every system has a

■ Power supply module (not numbered)

■ Processor module (slot 00)

■ Up to five line/trunk and extension modules (slots 01–05)

basic carrier

that holds the following modules in its slots:

If you need more trunks and/or extensions than can fit in the basic carrier, you can connect up to two

expansion carriers

to the basic carrier. Like the basic carrier, each expansion carrier’s leftmost slot holds a power supply module; the remaining six slots hold line/trunk and extension modules. (The processor module in the basic carrier serves the expansion carriers too.) The six slots for line/trunk and extension modules in the expansion carriers are numbered as follows:

■ First expansion carrier (slots 06−11)

■ Second expansion carrier: slots (12−17)

Processor Module 3

The processor module is the “brains” of the system, a miniature computer that controls system features and diagnostics, as well as the traffic among the modules (see Figure 3–1 Station Message Detail Recording (labeled and maintenance using a PC (labeled by Lucent Technologies technicians only (this one is plugged shut)

). The processor module provides three jacks, one for

SMDR

ADMIN

backplane

, which holds

), one for system programming

), and one for software maintenance

The Personal Computer Memory Card International Association (PCMCIA) interface slot on the processor module is where you insert a PCMCIA memory card. A memory card is very similar to a floppy diskette used in a PC, but it is about the size of a credit card. There are different types of memory cards used with the system, each with a different label (see the next section for more information).

The processor module has a single-character display for numbers and symbols that help Lucent Technologies technicians to understand any problems with the system software and to maintain the system. The module also has a red light that indicates hardware failures.

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Processor

Module Label

Error/Status Code Display

PCMCIA Interface Slot

Debugging Port (plugged to prevent access) Alarm Status Light SMDR Port

ADMIN Port

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Figure 3–1. Processor Module

A super capacitor in the processor module provides backup power for the

system’s clock and its memory in case of power failure or system shutdown. The super capacitor retains data for four to five days.

PCMCIA Memory Card 3

The processor includes 4 MB of on-board memory that can be erased and written over multiple times. A PCMCIA memory card can be used to install or upgrade the system software into this memory. A memory card can also be used to back up and restore system programming.

There are different types of memory cards, each about the size of a credit card. Their labels indicate contents and function. Described below are three types of PCMCIA memory cards that you may encounter. For more information, see

System Programming

■ Feature Upgrade Memory Card . Orange label with black bars; entitled

Forced Install a tion

■ Maintenance Upgrade Memory Card. Orange label; entitled

Card.

To fix problems in the system.

or contact your Lucent Technologies representative.

. To upgrade your system to the latest release.

Upgrade

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■ Translation Memory Card. White label; entitled

up and restore your system programming as an alternative to using System Programming and Maintenance (SPM). These procedures are faster when you use the PCMCIA card.

Power Supply Module 3

The power supply module (Figure 3–2) provides power to the carrier, to each

telephone, and to most adjuncts (some adjuncts, such as fax machines, come with their own power supplies and do not rely on the system). Each carrier requires its own power supply module, installed in the carrier’s leftmost slot.

In some systems, you need extra power supplies to support your system components as described in ‘‘

Power-Related Hardware’’ on page 3-45.

Translation Card

. To back

POWER

CAUTION

ON OFF

TURN OFF POWER BEFORE INSERTING OR

REMOVING

MODULES

Figure 3–2. Power Supply Module

Power Indicator (Green Light) Auxiliary Power Input Jack On/Off Switch

Power Connection Grounding Screw

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Line/Trunk and Extension Modules 3

Line/trunk and extension modules have jacks for connecting telephone company lines/trunks and extension wires to the control unit. The system supports 17 types of line/trunk and extension modules. For maximum flexibility, some modules support only lines/trunks, some only extensions, and some a combination of the two.

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Each module has a label that contains its name. As noted in Chapter 2, ‘‘

the System’’, the names of the modules identify their capacities and capabilities.

The first di git i ndicat es the number o f li ne/trunk j acks a m odule support s, whil e the last two digits describe the number of extension jacks it supports. Following the number may be letters that indicate the type of trunk or trunks it supports; for example, LS for

loop-start

and GS for

ground-start

no letter following it supports loop-start trunks. The following are examples of module names:

■ The 408 GS/LS MLX module provides four trunk jacks supporting

ground-start and/or loop-start trunks and eight MLX extension jacks.

■ The 016 module (Release 4.0 and later only) provides 16 extension jacks

that, in this case, supply tip/ring (T/R) connections for single-line telephones, modems, voice messaging systems that serve the system as a whole, and other components.

The balance of this section presents some specific information about the modules that connect extensions and the modules that connect lines/trunks. Figure 3–3 and Table 3–1

present summary information.

Modules Supporting Extensions 3

Table 3–1 describes the type of equipment that each module supports. This

section highlights some important points about extension modules.

About

. A line/trunk module name with

NOTE:

Extension jacks connect to individual telephones and to adjuncts that are attached to extensions. Some adjuncts and applications serve the whole system and connect directly to line/trunk jacks.

Extension Jacks 3

While the jacks that support MLX extensions and the jacks that support analog extensions may look the same, there is a major difference: an MLX extension jack actually supports two extension numbers at each location served by the jack.

When you use an adapter called a Multi-Function Module in an MLX telephone, you can connect a T/R device (for example, a modem, a fax machine, or an answering machine) to that telephone. Even though a single extension jack on the module serves both the phone and T/R device, each device has its own extension number and operates independently. In contrast, if you want to use both an

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analog multiline telephone and a modem or other adjunct at the same location in the system and give each one its own extension number, you must use physical extension jacks on the module.

The Voice Announce to Busy feature, which allows a telephone user to hear a

voice page

(also called a

voice-announced call

same requirements as an adjunct that operates independen tly from the phone: one extension jack (and no adjunct) for an MLX phone; two extension jacks for an analog multiline telephone. Single-line telephones and cordless or wireless telephones (which are analog multiline telephones) cannot receive voice pages .

NOTE:

There is a distinction between an extension jack (sometimes referred to as a

logical ID

port

) and an extension number. In system programming, you sometimes need to use port/jack/logical ID numbers rather than extension numbers or system line/trunk numbers. Port/jack/logical IDs are numbered, starting at 1, from the bottom of a module, and are fixed: they cannot be changed. The extension and line/trunk numbers that people in the system dial are flexible and can be programmed

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two

) while on another call, has the

Touch-Tone Receivers 3

In addition to jacks for connecting lines/trunks and extensions, various modules also include components called

touch-tone receivers (TTRs

). These TTRs allow the system to process touch tones entered by outside callers for special purposes, such as automated attendants that answer calls from people with touch-tone phones, voice mail systems, and remote access callers who call into the system and use its services. When your Lucent Technologies representative helps plan your system, he or she makes sure that your modules have enough touch-tone receivers to support your needs. When you add an application or adjunct to your system, you sometimes have to make more TTRs available as well. For information about adding TTRs, see the (last updated for Release 3.0)

Equipment and Operations Reference

016, 012, and 008 OPT Modules 3

Extension modules that support single-line telephones or off-premises telephones (OPTs) must have ring generators so that the phones get electrical current for their ringers. All 016 extension modules, which are compatible only with Release

4.0 and later systems, include built-in ring generators. Since late in 1993, 012 and 008 modules have come with ring generators built in. Earlier modules required Lucent Technologies technicians to install ring generators. If your 008 or 012 module has a ring generator, either added or built-in, you should see a label on the front of the module telling you that the ring generator is included.

Also, 016, 012, and 008 modules allow the connection of T/R devices directly to the control unit, without the need for a telephone and adapter at an extension. You can use them to hook up fax machines or PCs with modems, for example. For more information, see ‘‘

Adjuncts’’ on page 3-35.

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NOTE:

The MERLIN LEGEND MAIL® Voice Messaging System integrates a T/R module with a voice messaging system and is both a module and an application.

Modules Supporting Lines/Trunks 3

Table 3–1 summarizes the modules that support lines/trunks. This section

describes a few module features and modules that need additional explanation.

NOTE:

Modes of operation affect features and hardware. For example, Direct Inward Dial is supported only in Hybrid/PBX mode, so if your system uses a different mode of operation, you do not need a DID module. For more information about modes, see Chapter 2, ‘‘

Power-Failure Transfer Telephones 3

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About the System’’.

When your system was planned, the Lucent Technologies representative(s) made sure that you had a module to support one or more power-failure transfer (PFT) telephones. These telephones, which are connected to a special line/trunk jack, allow you to make and receive calls during a commercial power failure. They do not affect the capacity of the modules.

100D Module 3

The 100D module has only one line/trunk (called a facility) but actually supports 23 or 24 “virtual” lines/trunks. These are called

channels

described in Chapter 2, ‘‘

B-channels

, depending upon the type of service you choose. As

About the System’’, you can prog ra m t h e D S1 facility to

provide either T1 or Primary Rate Interface (PRI) service on the 100D module.

NOTE:

The 100D module is not available in Behind Switch mode.

In addition, PRI and T1 support Group IV (G4) fax machines as well as desktop and group videoconferencing.

PRI and T1 differ in some important ways:

■ Primary Rate Interface (PRI). PRI supports Integrated Services Access,

also called

Service Select i on

Shared Access for Switched Services (SASS)

. This feature, available from various telecommunications companies, allow s m ult iple P R I serv ic es to use the sa me f ac ilities , eliminating the need to have dedicated, separate incoming and outgoing B-channel groups. It selects the optimal service for each outgoing call, allowing more than one service over each B-channel, including digital data communications at speeds up to 64 kilobits per second.

Digital Signal Level 1

and

Call-by-Call

DS1

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NOTES:

1. In releases prior to 4.2, only AT&T services for Lucent Technolog ies g e neric 4ESS, Lucent Technologies 5ESS, and

other providers’ emulations of these services are supported. Release 4.2 and later systems support services on NORTEL DMS-100 generic BCS 36 serving local exchange carriers, NORTEL DMS-250 generic MCI07 serving the MCI network, and Digital Switch Corporation DEX 600E generic 500-39.30 serving the MCI network.

2. For the DMS-100 or DMS-250 switch type, you must give special instructions to the service provider to use variant NTNAPRI (Northern Telecom North America Primary Rate Interface) instead of the AT&T protocol. For the DEX600E switch type, instruct the service provider to use the profile p250. For additional information, refer to Lucent Technologies representative.

System Planning

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or contact your

PRI supports

routing by dial plan

for DID-like call-handling. This is especially appropriate for Caller ID services such as AT&T’s Station Identification/Automatic Number Identification or the AT&T and MCI Dialed Number Identification Service (DNIS) when your company subscribes. DNIS routes incoming 800 or 900 calls according to customer-selected parameters, such as area code, state, or time of call. For example, a customer can specify that calls received from a particular area code be routed to a specific individual or group responsible for accounts in the area.

The system’s PRI platform allows you to choose any combination of the telecommunications company services listed below (your company must subscribe to these).

— MCI Services (Release 4.2 and later systems only). Domestic outgoing

long-distance and international voice calls; domestic incoming toll-free 800 voice calls; 900 service numbers; and private network voice calls as well as 56- and 64-kbps restricted and unrestricted circuit-switched data calls.

— Local DMS-100 Services (Release 4.2 and later systems only).

Available from local carriers: private network or tie trunk service for calls between the MERLIN LEGEND Communications System and another communications system (such as another MERLIN LEGEND Communications System ); outbound WATS for domestic outgoing long-distance calls; inbound WATS for domestic toll-free incoming voice calls; and, foreign exchange service.

— AT&T Services. Domestic outgoing long-distance and v oice calls;

56-and 64-kbps circuit-switched data calls with routing by dial plan; 900 service numbers; outbound WATS for domest ic outgoing long-distance calls; and domestic toll-free incoming voice calls.

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■ T1 Service. This servic e is cost-effective and convenie nt for many

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businesses. Prior to Release 4.0, it provided voice operation only. In Release 4.0 and later systems, T1 service provides voice operation or high-speed data operation. A T1 channel must be programmed for either voice or data operation and cannot be used for both.

— Voice Operati on. T1 voice ch annels can be configu red to emulate

different types of trunks for voice (analog) use, according to business needs. T1 can emulate loop-start, ground-start, Direct Inward Dial (DID, Hybrid/PBX mode only), and tie trunks. In some areas, T1 service is less expensive than leasing the equivalent number of standard telephone company trunks. T1 also allows access to network subscriber options such as toll-free domestic long-distance services.

You can connect the system’s control unit to another system’s control unit using an emulated T1 tie trunk programmed for T1-type voice operation. This arrangement provides voice communicat ion s or analog data communications using modems.

— Data Operation. Availabl e in Release 4.0 and later systems, T1

Switched 56 data operation allows switched data communications at 56 kilobits per second. The same high-speed connectivity can link a MERLIN LEGEND Communications System to another; or it can link a MERLIN LEGEND Communications System to a DEFINITY system. Whether used for digital tie-trunk emulation or not, a T1 data-operation channel provides data communications only, not voice communications.

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800 NI-BRI Module 3

Available for Release 4.0 and later systems, this module supplies eight line/trunk jacks for connecting central office facilities that use the standard National ISDN 1 (Integrated Services Digital Network 1) protocol and the BRI (Basic Rate Interface) access arrangement (this combination is abbreviated digital facilities are available from COs in many areas.

Each facility actually includes two “virtual” lines, two B-channels for carrying voice and data, as well as a third D-channel for handling signaling and maintenance.

NOTE:

The 800 NI-BRI module is not available in Behind Switch mode.

Summary 3

Figure 3–3 shows the modules; Table 3–1 lists the number of available jacks for

each module and presents a brief description of the equipment you can connect to it.

NI-1 BRI

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). These

NOTE:

Modules labeled “GS/LS” can accept ground-start trunks, loop-start trunks, or a combination of both types of trunks.

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800 GS/LS-ID

800 NI-BRI

8 Central Office Basic Rate Interfaces

8 GS/LS-ID Outside Lines

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400EM

4 E&M Tie Trunks

400

4 Outside Lines

Touch Tone Receivers

PFT Jack

Line/ Trunk Jacks

PFT Jack

4-pair

Tie Trunk Jacks

Line/ Trunk Jacks

PFT Jack Jacks (DS1)

Tie Trunk Jacks

400 GHS/LS/TTR

4 GS or LS Outside Lines

Touch Tone Receivers

Line/ Trunk Jacks

PFT Jack

800 DID

8 Direct Inward Dialing Trunks

Line/ Trunk Jacks

800

8 Outside Lines

PFT Jack

Line/Trunk Jacks

PFT Jack

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800 GS/LS

8 GS/LS Outside Lines

PFT Jack

Line/Trunk Jacks

PFT Jack

800

NI-BRI

008 OPT

800

GS/LS-ID

008 OPT

8 Off-Premisis (Basic) Telephones (+4)

Off-Premises Telephone (OPT) Jacks

100D 400EM 400 400

008

8 Analog Telephones (ATL)

008 MLX

8 MLX (Dighital) Telephones

012

12 Basic Telephone Sets

Basic Telephone Jacks

Analog Extension Jacks

008

Digital Extension Jacks

008 MLX

012

GS/LS/TTR

016 with RING GEN.

16 Basic Telephone Sets

Basic Telephone Jacks

016

800 DID

408

4 Outside Lines/ 8 Voice Terminals

PFT Jack

Line/ Trunk Jacks

Analog Extension Jacks

408

800

408 GS/LS

4 GS or LS Outside Lines/

8 Analog Telephones (ATL)

408

GS/LS

800

GS/LS

PFT Jack

Line/ Trunk Jacks

Analog Extension Jacks

GS/LS-MLX

408 GS/LS

4 GS or LS Outside Lines/

8 Analog Telephones (ATL)

PFT Jack

Line/ Trunk Jacks

Digital Extension Jacks

408

Figure 3–3. Line/Trunk and Extension Modules

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Table 3–1. Line/Trunk and Extensio n Module s

Module Line/Trunk Description

008 none Capacity: 8 analog extens ion jacks

Supports: Analog mult iline telephone s

008 MLX none Capacity: 8 digi tal extension jacks , each with 1 or 2 extensions (each

extension is ass igned an individual extension number) Supports: MLX extensions, includin g:

— MLX voice only — MLX voice with Voice Announce to Busy — MLX voice and ISDN terminal adapter — MLX voice and Multi-Function Module (MFM) with T/R adjunct — ISDN terminal adapter only — Access devic e for dat a commun icati ons bet ween a PC on the syst em and a high-speed Int ernet connection, connection to remote node LAN access server, or ISDN router* — CTI (Computer Telephony Integration) link — Videoconferenci ng s ystems usi ng one jack a nd 2B dat a feat ure, MLX telephone with some video systems*

008 OPT§none Capacity: 8 T/R extens ions on 2-way voice transmi ssion path with

support for telephones with message-waiting lights, 2 TTRs Supports: On-premises or off-premi ses single-line telephones

012 none Capacity: 12 T/R extensions on 2-way voice transmission path with

support for telephones with message-waiting lights, 2 TTRs Supports: Singl e-line telephones; Lucent Technologies Att endant;

MERLIN MAIL® VMS; Intuity™ CONVERSANT®; T/R adjuncts (such as answering or fax machi ne); analog data devic es (such as modems)

016* none Capacity: 16 T/R extensions on 2-way voice transm ission path with

support for telephones with message-waiting lights, 4 TTRs Supports: Singl e-line telephones; Lucent Technologies Att endant; MERLIN MAIL VMS; CONVERSANT; T/R adjuncts (such as answering or fax machine); analog data devices (such as modems).

100D T1 or PRI Capacity: 24 channels (“virtual” lines/trunks ) fo r voice and analog data

or for digital data only (T1); or 23 B-channel s for voice and data and 1 channel used for signaling (PRI). Supports: See ‘‘

100D Module’’ on page 3-7 for detail s. T1 emulates 24

lines/trunks: loop-start , gr ound-start, tie, and Direct Inward Dial (DID; Hybrid/PBX mode only); can also supply subscri ber services. In Release 4.0 and later, T1 can also provide high-speed data communications and digitally emulated tie trunks for data communications. PRI supports subscr iber services, allows high-speed digital data communications, and includes special features.

†

‡

†

Continued on next page

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Table 3–1. Continued

Module Line/Trunk Description

800 NI-BRI*

400

400EM Tie trunk Capacity: 4 tie trunk s 400

GS/LS

408

408 GS/LS

408 GS/LS-ML X**

800

800 DID DID, TTR Capacity: 8 lines/tr unks, 2 TTRs 800

GS/LS 800 GS/

LS-ID

BRI Capacity: 8 BRI facili ties, each with 2 B-channels (“virtual” lines) for

voice and data and 1 channel used for signaling. Supports: See ‘‘

800 NI-BRI Module’’ on page 3-10 for details. Voice,

data, video, and other services at 64 kbps over standard ISDN lines/trunks.

LS, TTR Capacity: 4 lines/trunks, 4 TTRs, 1 PFT telephone

Supports: 1 PFT telepho ne

LS or GS, TTR

Capacity: 4 lines/t runks, 4 TTRs, 1 PFT telephone Supports: PFT telephone wit h ground-start (GS) button

LS Capacity: 4 lines/trunks, 8 extensions, 1 PFT telephon e

Supports: Analog multiline telephones; CMS; a PFT telephone

LS or G S Capacity: 4 lines/trunks, 8 extensions, 1 PFT telephon e

Supports: Analog multiline telephones; CMS; PFT telephone with GS

button

LS or G S Capacity: 4 lines/trunks, 1 PFT telephone, 8 digital extension jacks for

MLX extensions, in cluding:

— MLX voice only — MLX voice with Voice Announce to Busy — MLX voice and ISDN terminal adapter — MLX voice and MFM with T/R adjunct — ISDN terminal adapter only — Access devic e for dat a commun icati ons bet ween a PC on the syst em and a high-speed Int ernet connection, connection to remote node LAN access server, or ISDN router — CTI (Computer Telephony Integration) link — Videoconferenci ng s ystems usi ng one jack a nd 2B dat a feat ure, MLX telephone with some video systems*

LS Capacity: 8 lines, 2 PFT telephones

Supports: 2 PFT telepho nes

LS or GS, TTR

LS or G S Capacity: 8 lines/trunks, 2 PFT telephones; 2 TTRs

††

Capacity: 8 lines/t runks, 2 PFT telephones Supports: 2 PFT telepho nes wit h ground-start (GS) button

Supports: Caller ID (ground-start trunks only), if you subscribe to caller

identification from the local phone company), displays the numbers of incoming callers (from supported areas) on MLX display phones.

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†

‡

†

Continued on next page

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Table 3–1. Continued

Module Line/Trunk Description

MERLIN LEGEND MAIL

‡‡

VMS

* For Release 4.0 and later systems only

† ‡

** For Release 2.0 and later systems only

†† ‡‡

none Capacity: 7 internal, system-defined T/R jac ks; 2 TTRs; internal remote

maintenance device; serial port for PC connection; detachable disk drive for stori ng me ssages Supports: MERLIN LEGEND Voice Mes saging System; is a component of this app lication that provides the T/R jacks and other portions of the application.

Not compatible with firmware vint age 29; use an earlier or later vintage. For Release 5.0 and later systems only The sy stem software recognizes the OPT module as a 012 module. Even though the OPT module has

only 8 jacks, it uses 12 ports of capacity, thereby decreasing overall extension capacity by 4 extensions for every OPT module.

Although these MERLIN® II modules are supported, the following are recommended for the system: 400 GS/LS, 408 GS/LS, 408 GS/LS-MLX, 800 GS/LS, and 800 GS/LS-ID.

For Release 3.0 and later systems only The system software recognizes the MERLIN LEGEND MAIL VMS module as a 012 module. Even

though the module has a maxi mum of 7 T/R jacks, including the modem jack, it uses 12 ports of capacity in any of its thre e co nfigurations.

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Telephones 3

You can use MLX (digital) telephones as well as several different analog and single-line telephones with the system. This section describes these telephones.

NOTE:

Telephones that are located far from the control unit or that have other equipment ( fax machine) may need additional power. A special power unit, described in ‘‘

Power-Related Hardware’’ on page 3-45, supplies this need.

MLX Telephones 3

The communications system supports MLX-28D, MLX-20L , MLX-16 DP, MLX-10DP, MLX-10D, MLX-10, MLX-5D, and MLX-5 digital telephones:

MLX telephones are available in black or white with factory-set buttons in English, French, Hungarian, or Spanish (the MLX-10DP telephone is available with English-language buttons only). In addition, all models have the following features in commo n :

■ Line buttons (can also be programmed with features) with red and green

lights

■ Fixed-feature buttons (including Feature, HFAI, Mute, and Speaker)

adjuncts

) attached (for example, an answering machine or a

MERLIN LEGEND Communications System Release 5.0

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■ Red Message light

■ Built-in speakerphone

■ Multi-function volume control for speakerphone, handset, and ringer

■ Telephone card tray for easy reference to frequently used features

■ 2-position adjustable desk stand

■ 4-pair modular line cord

■ Optional Multi-Function Module (MFM) to connect tip/ring (T/R) equipment

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and alerting devices

MLX display telephones in particular offer enhanced services to telephone users and to you in your role as system manager. MLX display telephones have the following unique features:

■ Menu-driven telephone programming

■ The ability to select and use features from the display

■ Support for Primary Rate Interface (PR I) calling number identification

services and the Caller ID feature

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■ Display in English, French, or Spanish. (You can program the system to

provide all displays to MLX telephones in one of these languages; users at MLX telephones can program their own telephones to display in English, French, or Spanish, independently of the system language.)

A list of features specific to each MLX telephone follows.

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MLX-28D 3

The MLX-28D telephone (Figure 3–4) provides the following features:

■ Optional Direct-Line Console (DLC) operation

■ Display (2 lines by 24 characters)

■ 28 line buttons that can be programmed with features

■ 4 fixed display buttons, 4 unlabeled display buttons for screen selection,

and 8 fixed-feature buttons

■ Support of one or two Direct Station Selectors (DSSs) or PassageWay

Direct Connection Solution

MLX-28D telephones cannot be wall-mounted.

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Handset

Display Screen

Unlabeled Display Buttons (4)

MLX-28D

Home Menu

Inspct

Fixed-Display Buttons (4) Button Labeling Cards

Line Buttons (28)

Feature

Speaker

HFAI

Mute

Volume

Transfer

Conf

Drop

Hold

ABC DEF

123

MNO

GHI JKL

456

PQRS TUV WXYZ

789

OPER

Message Light Dialpad

Volume Control Fixed-Feature Buttons (8) User Cards and Tray

Figure 3–4. MLX-28D Telephone

MLX-20L 3

The MLX-20L telephone (Figure 3–5) provides the following features:

■ System programming and optional DLC or QCC operation

■ Display (7 lines by 24 characters)

■ 20 line buttons that can be programmed with features

■ 14 fixed and unlabeled display buttons and 8 fixed-feature buttons

■ Support of one or two DSSs or PassageWay Direct Connection Solution

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MLX-20L telephones cannot be wall-mount ed. When used as a QCC, some restrictions apply. The line buttons are not

programmable, and the console cannot have an MFM. Later in this chapter,

‘‘

Queued Call Consoles’’ on page 3-30 provides more information about QCCs.

Unlabeled Display

Buttons (10)

Fixed-Display

Buttons (4)

Display Screen

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Home

MLX-20L

Handset

Volume

Feature

Transfer

HFAI

Conf

Mute

Speaker

Figure 3–5. MLX-20L Telephone

Inspct

Drop

Hold

ABC DEF

123

MNO

GHI JKL

456

PQRS TUV WXYZ

789

OPER

Volume Control Fixed-Feature Buttons (8) User Cards and Tray

Button Labeling Cards Line Buttons (20)

Message Light Dialpad

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MLX-16DP 3

The MLX-16DP telephone (Figure 3–6) provides the following features:

■ Display (2 lines by 24 characters)

■ 16 line buttons that can be programmed with features

■ 4 fixed display buttons, 4 unlabeled display buttons for screen selection,

and 8 fixed-feature buttons

■ Support of PassageWay Direct Connection Solution, version 2.1 or later

MLX-16DP telephones cannot be wall-mounted.

NOTES:

1. The MLX-16DP telephone should not be an operator console.

2. The system recognizes the MLX-16DP as an MLX-28D. For this reason, when programming the telephone, be careful not to assign lines or features to buttons that do not actually exist on the telephone. Programming instructions come with the equipment.

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Handset

MLX-16DP

Display Screen

Home

Menu Inspct

Volume

Transfer

Conf

Drop

Hold

Feature

HFAI

Mute

Speaker

Figure 3–6. MLX-16DP Telephone

Unlabeled Display Buttons (4)

Fixed-

Display Buttons (4)

Button Labeling Card

Line Buttons (16)

ABC DEF

123

GHI JKL

456

PQRS TUV WXYZ

789

OPER

Message Light

MNO

Dialpad

Volume Control Fixed-Feature Buttons (8) User Cards and Tray

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MLX-10D 3

The MLX-10D telephone (Figure 3–7) provides the following features:

■ Display (2 lines by 24 characters)

■ 10 line buttons that can be programmed with features

■ 4 fixed display buttons, 4 unlabeled display buttons for screen selection,

and 8 fixed-feature buttons

MLX-10D telephones can be wall-mounted, but wall-mounting makes the display hard to read.

NOTE:

The MLX-10D should not be an operator console.

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Handset

MLX-10D

Display Screen

Home

Menu Inspct

Volume

Feature

Transfer

HFAI

Conf

Mute

Drop

Speaker

Hold

ABC DEF

123

MNO

GHI JKL

456

PQRS TUV WXYZ

789

OPER

Volume Control Fixed-Feature Buttons (8) User Cards and Tray

Figure 3–7. MLX-10D Telephone

MLX-10DP 3

The MLX-10DP telephone is the same as the MLX-10D telephone (see Figure

3–7), except that the MLX-10DP has an adjunct jack in the back of it for

connecting PassageWay Direct Connection Solution applications.

Unlabeled Display Buttons (4)

Fixed-

Display Buttons (4)

Button Labeling Card

Line Buttons (10)

Message Light

Dialpad

NOTE:

The MLX-10DP should not be an operator console.

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MLX-10 3

The MLX-10 telephone (Figure 3–8) provides the following features:

■ 10 line buttons that can be programmed with features

■ 8 fixed-feature buttons

MLX-10 telephones can be wall-mounted.

Handset

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MLX-10

Transfer

Conf

Drop

Hold

ABC DEF

123

MNO

GHI JKL

456

PQRS TUV WXYZ

789

OPER

Feature

HFAI

Mute

Speaker

Volume

Volume Control Fixed-Feature Buttons (8)

User Cards and Tray

Figure 3–8. MLX-10 Telephone

MLX-5D 3

The MLX-5D telephone (Figure 3–9) provides the following features:

■ Display (2 lines by 24 characters)

■ 5 line buttons that can be programmed with features

■ 4 fixed display buttons, 4 unlabeled display buttons for screen selection,

and 8 fixed-feature buttons

Button Labeling Card Line Buttons (10)

Message Light Dialpad

NOTES:

1. The MLX-5D telephone should not be an operator console.

2. In Release 5.0 and later systems, the system recognizes the MLX-5D as a 5-button telephone. In releases prior to 5.0, the system recognizes the MLX-5D as an MLX-10D. For this reason, when programming the telephone, be careful not to assign lines or features to buttons that do not actually exist on the telephone. When an MLX-5D telephone

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replaces an MLX-10 or MLX-10D telephone, all line and feature buttons must

first

be removed from the extension by centralized

telephone programming, so that “phantom buttons” do not exist for the new telephone. Programming instructions come with the equipment.

MLX-5D telephones can be wall-mounted, but wall-mounting makes the display hard to read.

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Handset

MLX-5D

Display Screen

Home Menu Inspct More

Volume

Conf

PQRS9WXYZ

Feature Transfer

HFAI

Mute Drop

Speaker Hold

ABC3DEF

JKL4GHI6MNO

TUV

JKL

Volume Control Fixed-Feature Buttons (8) User Cards and Tray

Figure 3–9. MLX-5D Telephone

MLX-5 3

Unlabeled Display Buttons (4)

Fixed-

Display Buttons (4)

Button Labeling Card Line Buttons (5)

Message Light

Dialpad

The MLX-5 telephone provides the following features:

■ 5 line buttons that can be programmed with features

■ 4 fixed display buttons, 4 unlabeled display buttons for screen selection,

and 8 fixed-feature buttons

NOTES:

1. The MLX-5 telephone should not be an operator console.

2. In Release 5.0 and later systems, the system recognizes the MLX-5D as a 5-button telephone. In releases prior to 5.0, the system recognizes the MLX-5 as an MLX-10. For this reason, when programming the telephone, be careful not to assign lines or features to buttons that do not actually exist on the telephone. When an MLX-5 telephone

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replaces an MLX-10 or MLX-10D telephone, all line and feature buttons must

first

be removed from the extension by centralized

telephone programming, so that “phantom buttons” do not exist for the new telephone. Programming instructions come with the equipment.

MLX-5 telephones can be wall-mounted.

Direct Station Selector 3

The Direct Station Selector (DSS), shown in Figure 3–10, is an adjunct that you can connect to an MLX-20L or an MLX-28D telephone programmed as an operator console (it cannot connect to any other telephone). DSSs enhance the capabilities of both DLCs and QCCs and, when connected to an MLX-20L telephone, help with programming. The DSS has 50 multifunction buttons, all of which have lights.

The system operator can use DSS buttons for one-touch dialing and Transfer. Buttons can be programmed with the following numbers:

■ Extension numbers

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■ Line/trunk numbers

■ Pool dial-out codes (Hybrid/PBX only)

■ Calling group extension numbers

■ Paging group extension numbers

■ Park zone access codes

■ Automatic Route Selection (ARS) access codes

■ Remote Access dial code

■ Listed Directory Number (the extension for the QCC queue)

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DSS Buttons

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Page Buttons

Message Status Button

Figure 3–10. Direct Station Selector

Ten fixed-feature buttons with green lights are at the bottom of the DSS. The first three (from left to right) on the top row are Page buttons, which you use to select the range of extension numbers represented by the DSS buttons. Each DSS button can represent up to 3 extension numbers, and each set of 50 extension numbers is called a

page.

The DSS can have up to 3 pages of numbers, for a total

of 150 extensions handled by one DSS. If the console has two DSSs, only the

Page buttons on the first DSS are used. Page buttons act like the Shift key on a PC or typewriter. Each of the 3 Page

buttons activates a set of 50 numbers. For example, the Page 1 button may access extensions 1 through 50, the Page 2 button may access extensions 51 through 100, and the Page 3 button may access extensions 101 through 150.

If two DSSs are connected together, the total extension capacity of the console increases to 300. Each Page button then handles a range of 100 extensions across both DSSs. If your system has more than 150 extensions and you want access to all system extensions through DSSs, you must have two DSSs.

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NOTE:

Extensions may have to be renumbered in order to have all extension numbers appear on the DSS.

A fourth button (lower leftmost) is the Message Status button, which changes the mode to and from message status operation. The remaining six buttons in the bottom two rows are not used.

DSSs ship without auxilia ry power s uppli es; if two DSSs are connec ted to a console, you must order auxiliary power (329A unit) separately.

Analog Multiline Telephones 3

In addition to MLX telephones, the system supports the analog multiline telephones listed in Table 3–2

The displays on analog multiline telephones provide call-handling information; they do not support menu-driven telephone programming, selection of features from the display, or operation in languages other than English.

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Table 3–2. Analog Multiline Telephones

Model Description

BIS-10 10-button telephone with built-in speakerphone BIS-22 22-button telephone with built-in speakerphone BIS-22D 22-button telephone with 16-character display and

built-in speakerphone

BIS-34D 34-button telephone with 16-character display and

built-in speakerphone MDC 9000 Cordless Cordless m ult iline MDW 9000 Cordl ess and wirel es s mult iline MDW 9010 Cordl ess and wirel es s mult iline MDW 9030P Pocket phone MERLIN II System

Display Console

34-button telephone with a built-in DSS (the only

telephone model that is uniquely used as an operator

console) for Direct-Line Console operation

MERLIN PFC® Telephone

Analog multiline phone, fax machine, and copier;

requires two analog multiline extension jacks

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Single-Line Telephones 3

Table 3–3 lists the recommended single-line telephones. Other available

single-line telephones are also supported but are not recommended for Release

3.0 or later systems. Contact your Lucent Technologies representative for more information.

Table 3–3. Single-Line Telephones

Model Description

2500 YMGL Basic desk telephone 2500 MMGL Basic desk telephone with selectable positive disconnect 8101M Basic desk telephone with jack to support adjuncts 8102M Basic desk telephone with jack to support adjuncts and

programmable dialing buttons

8110M Basic desk telephone with jack to support adjuncts, built-in

speakerphone, and programmable dialing buttons

3129-WTWA Touch-tone outdoor telephone with cast aluminum housing,

armored handset cord with bell ringers

3129-WRWA Rotary dial outdoor telephone with same features as

3129-WTWA

3129-WAWA Auto dial outdoor telephone with cast aluminum housing,

armored handset cord with bell ringers

3129-WNWA Non-dial, automatic ringing on dedicated circuit outdoor

telephone with cast aluminum housing, armored handset cord with bell ringers

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Line Butt ons on Mu l tili n e Tel eph o n e s 3

Different models of telephones, of course, have different imprinted buttons. The descriptions above summarized these buttons. Line buttons on multiline telephones fall into two categories:

■ Buttons that are system-pro g ra mmed to ac cess an inside o r o u tside line o r

pool of outside lines

■ Blank line buttons that can be prog r a mm e d—by the system manager only ,

or by either the system manager or the user—with system features

Buttons are different on Queued Call Consoles (QCCs), and you can read more about them later in this chapter. Direct-Line Consoles are similar to other MLX display telephones, but there are differences that are also described later in this chapter.

The system automatically assigns line buttons to each multiline telephone. You can add, remove, or change this assignment through centralized telephon e

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programming, but every multiline telephone automatically has two ICOM (Intercom) or three SA (System Access) buttons assigned. Whether your system has ICOM butt ons or SA buttons depends on the system’s operating mode (see

‘‘

Modes of Operation’’ on page 2-15 for more information about modes).

NOTE:

The system automatically as si gns two ICOM or SA buttons to single-line telephones. Even though the telephone allows only one line, the extra assigned button permits the use of features that require two line buttons (for example, Transfer). In Release 4.0 and later systems only, the system manager can remove one line button assigned to a single-line telephone. This disables Transfer, Park, Account Codes, Pickup, Call Waiting, Conference, Extension Status, and Privacy.

Key Mode Line Buttons 3

When the system operates in Key mode, you can program two different kinds of line buttons for making and receiving calls:

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■ Line But ton s (or Keys). These buttons are associated with specific

lines

for making or receiving calls to telephone numbers other than system

outs i de

extensions (“outside” the system). Line buttons allow you to see activity on other telephones, join conversations, and make and receive calls.

■ ICOM Buttons. These buttons allow you to make and receive

inside calls

to or from system extension numbers (“inside” the system).

ICOM buttons fall into several categories:

■ ICOM Ring. Use this button to make inside calls and to receive inside and

outside calls transferred from another extension. When you use an ICOM Ring button to make an inside call, the telephone at the destination extension rings once per ring cycle to indicate an inside call.

■ ICOM Voice. Use this button to make inside calls and to receive inside and

outside calls transferred from another extension. When you use ICOM Voice to make an inside call, the user at the destination extension hears the caller’s voice on the speakerphone after a beep that replaces ringing. (If you are using an ICOM Voice button to make a voice-announced call and the user at the destination extension has a single-line telephone or a telephone that does not have a speakerphone, or has disabled voice announcements, the telephone rings just as if the call was made on an ICOM Ring button.)

■ ICOM Originate Only. Use this button to make inside calls. You cannot

receive inside or outside calls on ICOM Originate Only buttons. This type of button ensures that you always have a button available to make or transfer a call, establish a conference call, answer a call-waiting call, or pick up parked calls. You can program this button for either voice or ring operation.

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You can assign any combination of up to 10 ICOM Voice, ICOM Ring, and ICOM Originate Only buttons to each telephone on line buttons 1 through 10. The

number of line buttons that you can assign to a telephone is limited only by the number of lines/trunks in the system and the number of buttons available on the telephone.

Line Buttons in Hybrid/PBX Mode 3

Because outside trunks are pooled in Hybrid/PBX mode, outside numbers are not associated with individual telephones. SA button s on m ult iline teleph ones allow you to access a pool of lines and make different kinds of calls from the same button. Other types of buttons may connect the user to pools of special-purpose lines or to personal lines that are not pooled.

You can assign the following types of buttons to multiline telephones:

■ SA Ring. Use this button to make and receive inside and outside calls.

When you use an SA Ring button to make an inside call, the telephone at the destination extension rings once per cycle to indicate an inside call.

■ SA Voice. Use this button to make and receive inside and outside calls.

When you use an SA Voice button to make an inside call, the user at the destination extension hears your voice on the speakerphone after a single beep, rather than ringing. (If you are using an SA Voice button to make a voice-announced call and the user at the destination extension has a telephone that does not have a speakerphone or has disabled voice announcements, the telephone rings just as if the call was made on an SA Ring button.)

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■ SA Originate Only. Use this button to make inside and outside calls. You

cannot receive calls on SA Originate Only buttons. The purpose of this type of button is to ensure that you always have a button available to make or transfer a call, establish a conference call, answer a call-waiting call, or pick up parked calls. For inside calls, you can program the button for either voice or ring operation.

■ Shared SA (SSA). Use this button to allow two or more users to answer

each other’s calls, join conversations, or make or receive inside or outside calls on each other’s SA Ring or SA Voice buttons. In a Shared System Access arrangement, one extension is the

principal (or primary

) exten sion.

This extension is the telephone from which SA Ring, SA Voice, and/or SA

Originate Only buttons are assigned as Shared SA buttons. SSA buttons are often used by assistants and their supervisors, as well as

people who work closely together, such as in a customer service department. For inside calls, you can program the button for either voice or ring operation.

■ Pool. Use this button to make outside calls on a specific trunk pool. To

make an outside call, press the appropriate Pool button; no dial-out code is necessary.

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trunk to one or more telephones in the system. You can use the personal line button to make and receive only outside calls. To make a call, press the appropriate personal line button; no dial-out code is necessary.

You can assign a combination of up to 28 SA Voice, SA Ring, SA Originate Only, and Shared SA buttons to any telephone (but line buttons, using buttons 1 through 28. Buttons 1 through 10 can be SA buttons, and one must be an SA button. Any of the remaining 27 buttons can be assigned as Shared SA buttons, but no Shared SA buttons are required. The number of personal line buttons that you can assign to a telephone is limited only by the number of trunks in the system and the number of buttons available on the telephone.

Line Buttons and Special Considerations in Behind Switch Mode 3

When you program the system for Behind Switch mode, the system assigns a single prime line, an ICOM Ring button, and an ICOM Voice button to each multiline telephone. When you lift the telephone handset, the prime line is selected automatically (even when it is busy) unless you have first selected a different button. The prime line connects only to the host system and from the host to an outside trunk. (For more information about local and host systems in Behind Switch Mode, see ‘‘

Modes of Operation’’ on page 2-15.)

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not

to a QCC) with 28 or more

Issue 1

To call another person connected to the host system, you dial the

extension number

the host system’s

assigned to that person. To access an outside trunk, you dial

dial-out code

(usually a 9), and the host system selects an

host syst e m

available outside trunk. In Behind Switch mode, ICOM buttons allow you to call other people connected to

the system but not necessarily to the host. When you press an ICO M but t on, you reach an inside talk path and receive dial tone from the MERLIN LEGEND Communications System (not from the host). You can then reach co-workers without tying up a prime line.

You can use the following types of buttons to make and receive inside calls in Behind Switch mode:

■ ICOM Ring. Use this button to make inside calls and to receive inside cal ls

and outside calls transferred from another extension. When you use an ICOM Ring button to make an inside call, the telephone at the destination extension rings with one burst to indicate an inside call.

■ ICOM Voice. Us e this button to make inside calls and to receive inside

calls and outside calls transferred from another extension. When you use an ICOM Voice button to make an inside call, the person at the destination extension hears your voice on the speakerphone after a single beep, rather than ringing. (If you are using an ICOM Voice button to make a

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voice-announced call and the user at the destination extension has a telephone with no speakerphone, or has disabled voice announcements, the telephone rings just as if the call was made on an ICOM Ring button.)

■ ICOM Originate Only. Use this button to make inside calls only. Neither

inside nor outside calls can be received on an ICOM Originate Only button. This button ensures that you always have a button available to make or transfer a call, establish a conference call, answer a call-waiting call, or pick up a parked call. You can program the button for either voice or ring operation.

You can assign a combination of up to 10 ICOM Voice, ICOM Ring, and ICOM Originate Only buttons to each multiline telephone, on buttons 1 through 10. The number of prime line buttons that can be assigned is limited only by the number of trunks provided by the host and the number of buttons available on the telephone.

In Behind Switch mode, you have access to the special features of both the on-site communications system and the host system. When both systems have common features, you must decide which system to use for those features.

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When you press a fixed-feature Conference, Drop, or Transfer button, the respective host features are activated, not those of the communications system. However, an unused line button on a telephone can be programmed for the

communications system’s own Conference, Drop, or Transfer feature. Each system must be programmed to meet your needs, and you must give users the appropriate access instructions.

The way that buttons are programmed in Behind Switch mode has many effects on system feature use and host feature use. For details or advice when planning a modification for this mode of operation, consult your Lucent Technologies representative. Also, see Chapter 4, ‘‘

Features and Applications’’, for additional

information.

Operator Consoles 3

Operator consoles are telephones that you program for call handling and other system operator duties. With one exception (the MERLIN II System Display Console with built-in DSS), the telephones themselves are no different from the ones already described. In most cases, the telephone’s programm ing and the extension jack it connects to on the control unit are what makes the telephone an operator console. An operator console can be a

Direct-Line Console (DLC

A system oper ati ng in Hybrid /PBX mode can include both QCCs and DLCs. Table

3–4 shows the maximum number of both types of system operator positions.

). QCCs are available only in Hybrid/PBX mode.

Queued Call Console (QCC

) or

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Table 3–4. Maximum Number of System Operator Positions

Position Type Type of Telephone

QCC MLX-20L 4 DLC MLX-20L 8

MLX-28D BIS-34D, BIS-22, or BIS-22D analog multiline telephone MERLIN II Display Console

The system cannot have more than eight operator positions of any combination (QCCs and/or DLCs); if you use a combination of consoles, no more than four can be QCCs.

Queued Call Consoles 3

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Maximum Positions

The Queued Call Console (QCC) is available only in Hybrid/PBX mode. In a QCC configuration, the system holds waiting calls in a queue and directs them to a QCC as a position becomes available. Only one call rings at a time.

The MLX-20L telephone is the only telephone that you can assign as a QCC. Unlike other users, the QCC system operator features; however, the operator can choose features from the display and use the fixed features that have been assigned to the console buttons.

The display also tells the operator about incoming and outgoing calls: extension numbers and names (if programmed), trunk identifiers, reasons for call return and

redirection, and the number of unanswered calls waiting for the operator’s attention.

QCC Buttons 3

The system automatically sets the buttons on the QCC with fixed feat ur e s, a nd they are not programmable by the system operator or through centralized telephone programming. The QCC has the following fixed-feature buttons:

■ Call. Five buttons used to answer incoming calls and make inside and

outside calls.

NOTE:

In Release 4.0 and later systems, the system manager can enable the Voice Announce to Busy feature on the fifth Call button (the factory setting is disabled). Then the QCC operator can use this button to voice announce a call to a user who can receive

cannot

use feature codes to activate

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voice-announced calls. This setting applies to all QCCs in the system.

■ Start. Initiates the call-directing process by putting a caller on hold at the

Source button and providing an inside dial tone to the system operator.

■ Source. Reconnects the system operator to the original caller before the

call is connected to (released to) its destination.

■ Release. Releases the system operator from a call and/or completes the

call-directing process, making the operator available for another call.

■ Destination. Reconnects the system operator to the destination before a

new call is released to its destination.

■ Cancel. Cancels call directing and reconnects the system operator with the

caller (source).

■ Join. Connects the system operator with the caller (source) and the person

being called (destination) in a 3-way conference. All three parties are connected on one Call button.

■ Headset Mute (Headset/Handset Mute). Activates and deactivates the

headset or handset microphone.

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■ Headset Status. Activates and deactivates the headset operation of the

console.

■ Headset Auto Ans (Headset Auto Answer). Activates and deactivates the

Headset Auto Answer feature when headset operation is enabled by pressing the Headset Status button.

■ Send/Remove Message. Turns on the telephone Message light to indicate

a message waiting and turns off the Message light when all system operator messages are delivered.

■ Position Busy (Also Called

Backup On

). Temporarily takes the system

operator console out of service.

■ Night Service. Activates and deactivates Night Service.

■ Alarm. Provides visible indication of a syst em alarm. When a system alarm

occurs, the red light next to the button goes on. The system operator can use the Inspct button to determine the number of alarms.

■ Pool Status. Provides the system operator with the status of all pools (a

maximum of 11). The information includes the number of trunks and the number of busy trunks in each pool.

■ Forced Release. Disconnects the system operator from an active call and

makes the system operator available to receive another call.

You can attach one or two DSSs to a QCC. The system operator can use the DSS buttons during call handling, for example, to direct a call, make an inside call, park a call, or see the availability of an extension.

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During system programming, you assign cert ain fe atu re s and settings to QCC operator extensions. These help determine the types of calls that ring at the extension, which calls get priority, who provides backup when the operator must be away from the phone, and more. See Chapter 4, ‘‘

and the

Feature Reference

for details.

Keep these facts in mind if you need to work with QCCs:

■ You must connect a QCC to an extension jack on a 008 MLX or 408

GS/LS-MLX module.

■ Each 008 or 408 GS/LS-MLX module can carry a maximum of two QCCs.

■ You must connect the first QCC to the first MLX extension jack in the

system.

■ You can connect QCCs only to the first and fifth extension jacks on each

module.

■ You can connect up to four QCCs for the system.

Direct-Line Consoles 3

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Features and Applications’’,

A Direct-Line Console (DLC) operates like other multiline telephones. In all three modes of operation (Key, Hybrid/PBX, and Behind Switch), you assign (or the system automatically assigns) outside lines to individual buttons on the console. You can assign the lines that have been assigned to a DLC to buttons on other consoles or other telephones. Incoming calls can ring on any of the line buttons, and several calls can ring at the same time. The operator directs calls to other users by using the Transfer button.

A DLC can use system operator features as well as the telephone features available for non-operator multiline telephones to increase call-handling efficiency. The special system operator features that you can assign to buttons on the console are Alarm, Night Service, Reminder Service for sending reminder beeps to other telephones, and Send/Remove Message. (For more information about these features, see Chapter 4, ‘‘

Feature Reference

Features and Applications’’, or see the

You can use the following telephones as DLCs:

■ MLX DLC:

— MLX-20L telephone — MLX-28D telephone

■ Analog DLC

— MERLIN II System Display Console with built-in DSS (the only

telephone model that is uniquely used as an operator console) — BIS-34D telephone — BIS-22D telephone

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You can add one or two DSSs to the MLX-20L or MLX-28D telephone to provide 150 (3 pages for each of 50 buttons) or 300 (3 pages for each of 50 buttons for each of 2 DSSs) of additional extension buttons. You cannot attach a DSS to an analog DLC; however, the MERLIN II System Display Console provides a built-in DSS, and Auto Dial buttons can be programmed on BIS phones for rapid access to extensions.

Keep these facts in mind if you need to work with DLCs:

■ You can connect an analog DLC to an analog extension jack on either a

008 or a 408 analog multiline telep hone m odule; an MLX DLC connec ts to a digital extension jack on a 008 MLX or a 408 GS/LS-MLX module.

■ When you assign both DLCs and QCCs in Hy b rid/PBX mode, the

maximum combined number of system operator positions is eight; no more than four can be QCCs. You can assign a maximum of two DLCs per MLX or analog module.

■ Only multiline telephones that are connected to the first and fifth extension

jacks on MLX or analog modules can be assigned as DLCs. This includes DLCs assigned as calling group supervisors and Call Management System (CMS) supervisors. CMS must be connected to two extension jacks programmed to support analog DLCs.

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■ You can use an MLX-20L telephone set up as a DLC for system

programming if you connect it to the first or fifth extension jack on the first MLX module and then designate that jack for system programming.

Adapters 3

This section describes the adapters that connect adjuncts to the system and to telephones. System adapters connect directly to the control unit; telephone adapters connect adjuncts to telephones.

System Adapters 3

Four system adapters connect directly to the control unit: a channel service unit (CSU), the Loop-Start Trunk Adapter, the PagePal™ paging access adapter, and

the Universal Paging Access Module (UPAM). A

channel service unit (CSU

Digital Signal 1 (DS1) T1 facility provided by the telephone company. The Loop-Start Trunk Adapter, UPAM, and PagePal connect loudspeaker paging

systems. The PagePac® Plus loudspeaker paging systems require no system adapter.

) is the interface between the 100D module and the

Installation and operation of these adapters, as well as planning for them, is handled by Lucent Technologies.

Lucent Technologies MERLIN LEGEND 5 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

IMPORTANT SAFETY INSTRUCTIONS

New Features and Enhancements

Page xiRelease 4.1 Enhancements

Night Service with Coverage Control 0

Night Service Group Line Assignment 0

Forward on Busy 0

Page xiiiRelease 4.2 Enhancements

MERLIN LEGEND Reporter 0

Page xvRelease 5.0 Enhancements

Maintenance Enhancements 0

Change to Permanent Error Alarm 0

Enhanced Extension Information Report 0

Computer Telephony Integration (CTI) 0

Basic Call Control 0

Screen Pop 0

HotLine Feature 0

Group Ca lling Enhancements 0

Most Idle Hunt Type 0

Delay Announcement Devices 0

Enhanced Calls-in-Queue Alarm Thresholds 0

MLX-5 and MLX-5D Telephones 0

Prior Release s: Features and Enhancements

Page xxiRelease 3.1 Enhancements

Call Restriction Checking for Star Codes 0

Trunk-to-Trunk Transfer Set for Each Extension 0

Programmable Second Dial Tone Timer 0

Security Enhancements 0

Default Outward Restrictions for VMI Ports 0

Default for the Default Local Table 0

Page xxiiiRelease 4.0 Enhancements

Support for Up to 200 Extensions 0

Support for National ISDN BRI Service 0

New Control Unit Modules 0

800 NI-BRI Module 0

016 Tip/Ring Module 0

Support for 2B Data Applications 0

Forwarding Delay Option 0

Voice Announce on Queued Call Console (QCC) 0

Single-Line Telephone Enhancements 0

Seven-Digit Password for SPM 0

About This Book

Page xxviiIntended Audi ence

How to Use This Book 0

Page xxviiiTerms and Conventions Used

Typographical Conventions 0

Page xxixSecurity

Product Safety Labels 0

Page xxxRelated Documents

Page xxxiHow to Comment on This Book

Read This First

Page 1-1Overview

Using This Guide 1

Related Guides 1

Page 1-3Your Role as System Manager

System Manager Responsibilities 1

Page 1-4The System Planning Forms

Page 1-5Upgrading the Syst em

Page 1-6Environmental Requirements

About the System

Page 2-2Background

Telephone Equipment 2

Switching Equipment 2

The Evolution of Switches 2

Switching Methods 2

Page 2-9System Overview

Page 2-12Incoming Trunks

Page 2-15Modes of Operat ion

Page 2-18Components

Line/Trunk and Extension Modules 2

Page 2-22Features

applications

Page 2-25Programming the System

System Capacities 2

Page 2-26Auxiliary Components

Page 2-29Data Communicat ions Capabilities

System Components