Lucent Technologies merlin legend communications system User Manual
Document #: 555-640-136
Comcode 107 713 760
Issue 1, March 1996
MERLIN LEGEND
®
Communications System
Releases 3.1 and 4.0
MLX Queued Call Console
Operator’s Guide
Contents
Your Queued Call Console ..................................................................................... 1
Describes the phone buttons and screens
Understanding Your DSS ....................................................................................... 2
Describes the DSS buttons, DSS Button Lights
Understanding Your QCC .................................................................................... 3–5
Call and Fixed Feature Buttons ........................................................................ 3–4
Call and Fixed Feature Button Lights, Tones, Rings .................................................. 5
Feature Finder ................................................................................................6–8
Use to choose the right feature for the activity you want to perform.
Headsets .......................................................................................................... 9
Headpieces, Headset Features
Call Handling ..............................................................................................10–12
Call Delivery, Answering Calls, Making Calls, Hold ................................................. 10
Conference, Join, Directing Calls ...................................................................... 11
Returning Calls, Unsuccessfully Directed Calls, Responding to the Queue .................... 12
Messaging ..................................................................................................13–16
Messaging Feature Table ................................................................................ 13
Send/Remove Message ................................................................................... 14
Signaling, Direct Voice Mail, Receiving Messages ................................................. 15
Leaving Messages, Posting Messages................................................................. 16
Directories ..................................................................................................... 17
Extension & System Directory, Personal Directory
Using Features ................................................................................................ 18
Often-Used Features .....................................................................................19–23
Account Codes, Alarm, Alarm Clock & Timer......................................................... 19
Authorization Codes, Barge-In .......................................................................... 20
Camp-On, Follow Me, Inspect ........................................................................... 21
Night Service, Paging, Park ............................................................................. 22
Pickup, Position Busy ..................................................................................... 23
Special Characters ........................................................................................... 24
Display Reference ........................................................................................ 25–26
Fixed Display Buttons, Home Screen, Menu Screen, Inspect Screen ............................ 25
Inspect Screens, Feature Screen ....................................................................... 26
Notes & Reminders ....................................................................................... 27–28
Security Alert
Your Responsibility for Your System’s Security
Toll fraud, 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) can result in substantial additional charges for your telecommunications services. You are
responsible for the security of your system. There may be a risk of toll fraud associated with your telecommunications system. Your system administrator should read all installation, instruction, and system administration documents provided with this product to fully understand the features that can introduce the 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. Lucent Technologies will not be responsible for any charges
that result from such unauthorized use.
Your Queued Call Console
Your Display Screen
Your telephone’s display is an alarm clock and timer (see p. 19),
telephone directory (see p. 17), and message center (see pp. 13–16).
Read the button descriptions on this page to find out how you can
use your screen to locate and activate features or see who’s calling
you. See pp. 25–26 for more information.
Home
Press to return to the Home screen and exit the current
activity. The Home screen gives calling and timekeeping
information, and prompts when you need help.
Menu
Press to program the phone, view messages, or select features
available from the display (see More).
Voice Announce
If Voice Announce is enabled through system programming,
press to make a Voice Announce call to another extension.
Note:
The one or two DSSs (Direct Station Selectors) that attach
to your MLX-20L telephone are not shown here. See p. 2
for details.
Volume
Press or to change the ringer loudness while the
V
V
phone is ringing, handset volume while you’re using the
handset, or speaker volume while you’re using the speaker.
Feature
Press to display the Feature screen and select features.
HFAI
Not used on a QCC.
Mute
Press to turn the speakerphone
microphone on or off so that
you can or cannot be heard
by the caller.
User Card Tray
Pull out for quick reference.
1
More
The > appears on the screen when more information
exists. Press More to advance through additional menus
when necessary or to display more information about an
incoming or active call.
Home
Menu
7 Lines
24 Characters
Volume
Feature
Speaker
Speaker
Press to turn the speakerphone on/off
for hands-free conversation during a
call or when a call rings; or press to
hang up a speakerphone call.
HFAI
Mute
Transfer
Conf
Drop
Hold
ABC DEF
123
GHI
JKL MNO
4
56
PQRS
TUV WXYZ
4
56
OPER
0
Hold
Press to put a call on hold
(see p. 10).
More
Inspct
Message
TEL/OTHER Jack (underside) On MLX-10DP, MLX-16DP,
MLX-20L, and MLX-28D telephones is a connection for a
Multi-function Module (MFM).
DSS Jack (underside) On MLX-20L and MLX-28D
telephones: connects to a DSS or PassageWay™ Direct
Connect Solution or PassageWay Solution.
Inspct
Press Inspct and a Call button to display information
about an incoming or active call. Press Inspct and a
fixed feature button to see what feature is programmed on
the button (see p. 21).
Unlabled Display Buttons
Press one to select the item next to it on the display.
Call and Fixed Feature Buttons
See pp. 3–4 for details.
Message Light
Indicates a waiting message when the red LED is lit (see
pp. 13–16).
Transfer
Press to send a call to another phone. It’s better to use the
Start button (see p. 4).
Conf
Press to add a person to a conference (see p. 11).
Drop
Press Drop and a line button to disconnect a person from
a conference call (see p. 11).
!
CAUTION:
To clean your phone, unplug it from the wall jack and use a
slightly
dampened cloth. To prevent permanent damage, do
not immerse the phone in water or any liquid, and do not
use liquid or aerosol cleaners directly on the telephone.
Understanding Your DSS
Fixed Page Buttons
Press the fixed Page buttons to change the
of telephone numbers accessible to your DSS. The
green light turns on next to the Page button that is
active. If you have one DSS, Page 1 accesses the
first 50 extensions, Page 2 accesses the second
50 extensions, Page 3 accesses the third 50
extensions. If you have two DSSs, Page 1
accesses the first 100 extensions, Page 2
accesses the second 100 extensions, Page 3
accesses the third 100 extensions.
page
DSS Buttons
Each DSS has 50 DSS buttons, arranged in 5 columns of 10 buttons each.
DSS buttons have numbers assigned in consecutive order, starting with
the top left corner button. Each button can have 3 numbers assigned to it,
00
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
which can correspond to the following:
• Extension numbers for directing or making calls to co-workers
(see pp. 10–12)
• Paging numbers for paging co-workers over speakerphones or
loudspeaker system (see p. 22)
• Numbers for parking calls to the system operator park zones (see p. 22)
• Pools and lines for monitoring the pools’ current status
Direct Voice Mail
Press this button to transfer a call directly to a co-worker’s voice mail
(see p. 15).
Message Status Button
When Message Status is on, the red lights next
to the DSS buttons turn on for extensions with
messages from system operators. Messages from
other sources (such as co-workers and fax
machines) do not cause the red lights to turn on.
The green light next to the Message Status
button turns on when the button is pressed to
tell you that the lights on the DSS are showing
Message Status. Pressing the button again turns
off Message Status and the green light.
Reserved Buttons
These buttons are reserved for future use.
- DSS Button Lights -
Light Button/Meaning
Off Extensions. Phone is not in use and Do Not Disturb is off. With the Message
Status button, the Message light is off at the extension.
Pool. One or more lines in the pool are available.
Line. Not in use (available).
Group Page, Page All, Park Zone. Not in use (available).
Calling Group. The numbering of calls waiting for calling group are fewer than the
programmed maximum.
Steady Extensions. A co-worker is on phone, a call is on hold, or Do Not Disturb is on.
With the Message Status button, the Message light is on at the extension.
Pool. All lines in the pool are busy.
Line. In use (not available).
Group Page, Page All. In use (not available).
Calling Group. The number of calls waiting for the calling group is equal to or
more than the programmed maximum.
Fast flashing Extensions. A co-worker is calling you, or a parked call or call on hold is
returning to you.
Line. A parked or held call is returning to you.
Slow flashing Extensions. A call directed to this extension is returning to you.
Line. A call is ringing on this line at your console or at a co-worker’s phone.
2
Understanding Your QCC
Call and Fixed-Feature Buttons
The Call and fixed-feature buttons are factory-set and labeled for specific functions, as shown
in the following illustration and described below.
Letters G through Z
Letters located on the corner of each
Call and fixed-feature button are
used to enter names into your
Personal Directory (see p. 17).
Letters A through F appear on the
display.
Fixed-Feature Buttons
See p. 4 for details.
G
Call 5
(Ring/Voice)
K
Call 4
O
Call 3
S
Call 2
W
Call 1
Position
Busy
Send/
Remove
Message
Handset/
Headset
Mute
Source
Start
H
L
P
T
X
Call Buttons
Buttons labeled Call 1 through Call 5
are used to make and receive inside and
outside calls (see p. 10). If Voice
Announce is enabled through system
programming, use Call 5 to make Voice
Announce calls to extensions. Voice
Announce calls made to a QCC are
received as ringing calls.
I
Alarm
M
Night
Service
Q
Headset
Status
U
Destination
Y
Release
Forced
Release
Pool
Status
Headset
Auto Ans
Join
Cancel
J
N
R
V
Z
3
Understanding Your QCC
Fixed-Feature Buttons. Buttons for special operator functions and basic call handling:
Start begins directing the call and puts the caller on hold at Source (see p. 11).
Source reconnects you with the caller after you’ve begun directing a call (see p. 11).
Destination connects you with the person being called when you are directing a call
(see p. 11).
Release completes a call and frees you for the next call. It also releases you from a 3-way
conference (see p. 11).
Headset Auto Ans (Headset Auto Answer). When you use a headset, this button automatically
connects you to the next call each time a new call arrives at your console. Pressing this button
turns on the green light (see p. 9).
Handset/Headset Mute temporarily turns off the handset and headset microphone to allow
you to talk to someone privately (see p. 9).
Headset Status allows you to switch between the handset and the headset (see p. 9).
Send/Remove Message turns co-workers’ Message lights on and off (see p. 14).
Position Busy temporarily prevents most calls from being sent to your console. You continue
to receive calls to your extension and calls from co-workers who are using forwarding features
(see p. 23).
Night Service turns on special telephone operation after business hours (see p. 22).
Alarm indicates that a problem has occurred with the system. Contact your system manager
(see p. 19).
Cancel cancels a call-directing attempt and reconnects you to the original caller on hold at the
Source button. The system moves the call to a Call button (see p. 11).
Join connects you, the original caller (Source), and the co-worker being called (Destination)
in a 3-way conference (see p. 11).
Pool Status shows you the status of the outside line groups in your system.
Forced Release drops all callers (including you) from a call and frees you for another call
(see p. 11).
4
Understanding Your QCC
Call & Fixed-Feature Button Lights
Each Call or fixed-feature button has a red light and a green light next to it. These lights provide the
following important information:
Light Button/Meaning
Steady red Call. Lift the handset or press the Speaker button to automatically
connect to the call.
Alarm. Something is wrong with the system. Contact system manager.
Handset/Headset Mute. Headset and handset microphones are off.
Steady green Fixed-Feature Button (see pp. 3–4). Feature on button is active.
Steady red and green Call. You are on a call at this button.
Steady red and Call. A call is coming in on this button.
Flashing green
Flashing green Night Service. Enter the password to turn Night Service (see p. 22)
on/off.
Fast-flashing green Call, Source, Destination. A call is on hold at this button.
Tones
Tone Meaning
Dial tone (steady) You can make a call.
Busy (slow repeating tone) The phone you are calling is busy.
Fast busy (fast repeating tone) No lines are available.
Error (alternating high-low tones) You dialed a number or used a feature incorrectly.
Confirmation (double break in You used a feature correctly.
dial tone followed by steady tone)
Rings
The table below helps you identify the different types of ringing.
Ring Meaning
1 long ring Inside call
1 long ring and 1 short ring Outside call
5
Feature Finder
This table shows where to look for information about performing specific console activities. Any features
that do not have detailed instructions can be used by following the instructions in Using Features, p. 18.
Handling Console Basics
If you want to ... Then
Send outside calls to another telephone or calling See Night Service, p. 22.
group after normal business hours.
Enter an account code before or during a call. See Account Codes, p. 19.
Use your console as an alarm clock. See Alarm Clock & Timer, p. 19.
Time calls or meetings.
View the number of system alarms. See Alarm, p. 19.
Page co-workers over their speakerphones or a See Paging, p. 22.
loudspeaker system.
Choose a message to leave for co-workers who have See Posting Messages, p. 16.
display phones.
Screen calls on Call buttons or use your DSS to See Inspect, p. 21.
check whether a co-worker has posted a message.
Use a headset for hands-free call handling. See Headset Features, p. 9.
Speak to someone privately while handling a call.
Block most calls to your console to prevent interruptions See Position Busy, p. 23.
or when leaving your console for a period of time.
Have a co-worker’s calls ring at your console. See Follow Me, p. 21.
Cancel calls forwarded to your console.
Adjust volume of the speaker, handset, or ringer. See Volume button, p. 1.
Put a call on hold at your console. See Hold, p. 10.
Set up a conference with as many as four other See Conference, p. 11.
participants.
Direct a call to a co-worker’s telephone. See Directing Calls, p. 11.
Be notified when the number of calls in queue See Responding to the Queue, p. 12.
exceeds the programmed threshold.
6
Feature Finder
Answering and Directing Calls
If you want to ... Then
Answer a co-worker’s ringing telephone from your See Pickup, p. 23.
console or pick up a call on hold at a co-worker’s
telephone.
Interrupt a co-worker’s call in an emergency or if See Barge-In, p. 20.
you’re instructed to interrupt.
Direct a call to an extension and have it wait there If your system does not have voice mail, see
until your co-worker is ready to answer it. Camp-On, p. 21.
Put a call on hold and page a co-worker to pick up See Park and Paging, p. 22.
the call at another telephone.
Notify co-workers that they have messages. See Messaging, pp. 13–16.
Broadcast an announcement over the company’s See Paging, p. 22.
loudspeaker system.
Page co-workers over their speakerphones.
Transfer directly to a co-worker’s voice mail. See Direct Voice Mail, p. 15.
Signal a co-worker for meetings or visitors. See Signaling, p. 15.
Announce a call on an extension’s speakerphone, See Directing Calls, p. 11.
and transfer the call.
7
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