Lucent Technologies Merlin Legend MLX-10, Merlin Legend MLX-10D, MLX-10DP, MLX-16DP, MLX-28D Operator's Manual

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Document #: 555-660-136 Comcode 108196189 Issue 1, February 1998

MERLIN LEGEND

Communications System

MLX Queued Call Console Operator’s Guide

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

Contents

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

Drop

Press Drop and a line button to disconnect a person from a conference call (see p. 11).

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.

Hold

Press to put a call on hold (see p. 10).

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.

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.

User Card Tray

Pull out for quick reference.

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).

Conf

Press to add a person to a conference (see p. 11).

Transfer

Press to send a call to another phone. It’s better to use the Start button (see p. 4).

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.

Call and Fixed Feature Buttons

See pp. 3–4 for details.

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.

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.

Mute

Press to turn the speakerphone microphone on or off so that you can or cannot be heard by the caller.

HFAI

Not used on a QCC.

Volume

Press or to change the ringer loudness while the phone is ringing, handset volume while you’re using the handset, or speaker volume while you’re using the speaker.

Voice Announce

If Voice Announce is enabled through system programming, press to make a Voice Announce call to another extension.

Press to program the phone, view messages, or select features available from the display (see More).

Feature

Press to display the Feature screen and select features.

Unlabled Display Buttons

Press one to select the item next to it on the display.

Message Light

Indicates a waiting message when the red LED is lit (see pp. 13–16).

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.

Message

Feature

HFAI

Mute

Speaker

Transfer

Conf

Drop

Hold

Volume

123

ABC DEF

GHI

JKL MNO

PQRS

TUV WXYZ

OPER

Home

Inspct

7 Lines

24 Characters

Understanding Your DSS

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.

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, 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

Fixed Page Buttons

Press the fixed Page buttons to change the

page

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.

Reserved Buttons

These buttons are reserved for future use.

Direct Voice Mail

Press this button to transfer a call directly to a co-worker’s voice mail (see p. 15).

- 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.

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.

Understanding Your QCC

Fixed-Feature Buttons

See p. 4 for details.

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.

Call 5

(Ring/Voice)

Call 4

Call 3

Call 2

Call 1

Position Busy

Send/ Remove Message

Handset/ Headset Mute

Source

Start

Alarm

Destination

Release

Forced Release

Pool Status

Night Service

Headset Auto Ans

Headset Status

Join

Cancel

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.

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).

Understanding Your QCC

␣ 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)

␣ 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.

Understanding Your QCC

␣ 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

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.

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.

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.

Feature Finder

+ 21 hidden pages

Lucent Technologies Merlin Legend MLX-10, Merlin Legend MLX-10D, MLX-10DP, MLX-16DP, MLX-28D Operator's Manual

Specifications and Main Features

Frequently Asked Questions

User Manual