Lucent Technologies merlin messaging system User Manual

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Contents

Select a Category Below:

System Planning and Completion of Forms

Installation, Initial Configuration and Programming

Ongoing Maintenance and Administration

Contents

Select a Category Below:

System Planning and Completion of Forms Installation, Initial Configuration and Programming Ongoing Maintenance and Administration

Contents

System Planning and Completion of Forms

Getting Started System Overview

Call Handling Planning Completing the MERLIN Messaging System Planning Forms Appendix A: MERLIN Messaging System Planning Forms

Contents

System Planning and Completion of Forms

Getting Started

Introduction Customized Paths

Navigation Pop-Up Windows Button Bar Programming Conventions

System Overview Call Handling Planning Completing the MERLIN Messaging System Planning Forms Appendix A: MERLIN Messaging System Planning Forms

Introduction

The MERLIN Messaging Online Guide contains detailed information about the MERLIN Messaging System.

You can use the Online Guide to:

Locate general information about MERLIN Messaging System features and services.● Access step-by-step instructions for programming, managing and using the system.● View and print MERLIN Messaging System Planning Forms.●

This section, Getting Started, will walk you through a brief explanation of the conventions and procedures used in the Online Guide and will help you to use this reference effectively.

Customized "Paths" through Information/Procedures

The MERLIN Messaging System Online Guide provides three customized "paths" through the guide’s contents:

System Planning and Completion of Forms● Installation, Initial Programming and System Configuration● Ongoing Maintenance and Administration●

This content helps you locate and access information based on the tasks you have to perform with respect to the system.

Each path contains:

Access to general information about the system.● Detailed information and step-by-step instructions for completing the tasks specific to

the selected path.

●

Navigation

You can move from one topic to another in the Online Guide by activating topic-associated hypertext links. This can be done from:

A topic listed in the Contents Panel on the left side of the screen● The Technology Bar at the bottom of the screen● Within the topic text●

The Contents Panel

The Contents Panel is displayed along the left side of the window. It provides a way for you to quickly identify and access the information you need to locate. Because it is displayed in a stationary part of the window (that is, it doesn’t change or move), you can easily locate the topic you want to view. Note that the

arrow pinpoints your current location in the topic listing.

The Technology Bar

The Technology Bar located at the lower right-hand corner of the screen contains a number of icons. Each icon is responsible for a different navigational action.

Icon Action

Redisplays the Main menu options in the Contents Panel

Links to the previous topic in the sequence

Takes you to the top of the window

Links to the next topic in the sequence

An element that triggers a change on an item (usually a graphic) in a Web page when the mouse passes over it. The change usually signifies that the item is a link to related or additional information.

Pop-Up Windows

The MERLIN Messaging System Online Guide makes use of pop-up windows and mouseovers (through which your movement of the cursor over a screen object or image initiates another display or activity) or to provide additional information. Typically, pop-up windows and mouseovers contain material that supplements

information appearing in the main window (for example, a more detailed explanation, a link to a Glossary term, a field description, etc.).

The Button Bar

The Button Bar is displayed in a non-scrolling panel across the top of the screen. It provides access to additional online features and capabilities. To view a feature or access a capability, click the associated button. Note that in the case of features displayed in pop-up windows (for example, the Glossary), you must close the window before you can proceed.

Button Action

Redisplays the Main menu options in the Contents Panel

Allows you to search for information by entering a key word

Links you to the MERLIN Messaging System Glossary

Provides access to the online Help feature

Displays a table containing Touch Tones and rules which are valid for all menus

Programming Conventions

The procedures for programming the MERLIN Messaging System in this Online Guide use several conventions to indicate what the steps involve. The conventions are described in the following table:

Typeface Sample Meaning

To select this option, press this imprinted button on the console

GrpCalling

To select this menu option, press the unlabeled display button next to the option

[nnn] Enter the variable information in brackets

Press this key on the PC Press this function key on the PC

+ On the PC, hold down the first key and press the second key

Continuation of procedures

That completes the walk-through of the MERLIN Messaging Online Guide. To begin accessing information related to your selected path, click one of the topics listed in the Contents Panel.

Contents

System Planning and Completion of Forms

Getting Started

System Overview

Introduction Services and

Features

System Configuration

Port Assignments System LEDs System Capacities System

Components Environmental

Requirements Installer/

Programmer Responsibilities

Company Personnel Responsibilities

Security Features

Call Handling Planning

Completing the MERLIN Messaging System Planning Forms Appendix A: MERLIN Messaging System Planning Forms

PCMCIA Slots

The left-most PCMCIA slot houses the 2-Port, 4-Port, 6-Port, 8-Port, 10-Port, or 12-Port PC Card required for operation of the MERLIN Messaging System.

NOTE: Only the left-most of the two PCMCIA slots can be used. The right-most slot is reserved for future use.

The 2-Port, 4-Port, 6-Port, 8-Port, 10-Port, or 12-Port PC Card contains:

Port licensing data that triggers the activation of the appropriate number of voice messaging ports.

●

A Remote Maintenance Device (RMD), used for remote access to diagnostic and maintenance features of the system.

●

Media for performing system backup.●

Introduction

MERLIN Messaging System Release 2 is an embedded voice messaging system housed in a module (circuit pack) that plugs into the switch's carrier. Release 2 is available in a 2-, 4-, 6-, 8-, 10-, or 12-Port configuration. Release 1 and 1.1 is available in a 2-, 4-, or 6-Port configuration. For a description of each module component, move the mouse pointer over the graphic below.

Port Level LEDs: The port-specific LEDs on the Merlin Messaging faceplate indicate the current status of each voice messaging port. The possible variations are:

Not available● In service and idle● In service and in use●

Note: The port-specific LEDs that correspond to voice messaging ports are in ascending order (that is, from the bottom up).

RS232 Port: This is a serial port used for local access to the MERLIN Messaging System via a PC or laptop computer for report, maintenance and administrative purposes. Access to the MERLIN Messaging System using the RS-232 port is both login and password protected.

System Status LED:

This LED reflects the status of the MERLIN Messaging System. The LED displays a red, green or amber light to indicate various stages of system status and readiness (for example, booting, self-test failure, system upgrade in progress, etc.).

Local Area Network (LAN) Connection:

This port is used to connect the system to a LAN (Release 2 or later). Port Status LEDs:

The port-specific LEDs on the MERLIN Messaging System faceplate indicate the current status of each voice messaging port. The possible variations are:

Not available● In service and idle● In service and in use●

Note: The port-specific LEDs that correspond to voice messaging ports are in ascending order (that is, from the bottom up).

Allows mailbox owners to:

Record and send messages.● Listen to messages.● Forward and reply to messages.● Record their names or Personal Greetings.● Activate a Personal Greeting.● Change their Personal Operators.● Change their passwords.● Set up Outcalling (if permission provided).● Create Personal Group Lists.● Change Call Answer mode.● Transfer to another extension.●

Allows individuals responsible for programming the MERLIN Messaging System to:

Administer System Parameters such as System Language mode and System Date and Time.

●

Administer an extension to be either a Mailbox, Fax, Transfer-Only or Automated Attendant Extension.

●

Administer up to four Automated Attendants.● Administer System Security Options.● Administer System Group Lists (Release 2 or later).● Perform a System Backup or System Restore.●

Answers incoming lines and presents callers with a list of options. Based on callers' resulting input, they may be:

Transferred to an extension.● Played an informational announcement.● Transferred to a voice mailbox.● Presented with a submenu containing additional options.●

The Automated Attendant Service can also detect and route fax calls to a predetermined fax extension.

Functions as a personal answering machine, allowing a caller to:

Hear the Personal Greeting recorded by the mailbox owner.● Switch to the alternate language, if the system is configured in Bilingual mode.● Leave a voice message, if this capability has been programmed by the mailbox

owner.

●

Optionally designate voice message as a priority or private message (Release 2 or later).

●

Transfer to an operator or to another extension.●

Provides on-site and remote system serviceability functionality, including:

Terminal-based reporting● Trouble/fault isolation● Backup and Restoration●

The MERLIN Messaging System can operate in either Monolingual or Bilingual mode. In Monolingual mode, all system prompts are played in one of the following languages:

U.S. English● Latin American Spanish● Canadian French● Brazilian Portuguese (Release 2 or later)●

In Milingual mode, the caller can choose to hear prompts in either the Primary or Secondary language.

Services and Features

For a description of each MERLIN Messaging System service or feature, move the mouse pointer over the graphic below.

System Configuration

There is one common module (circuit pack) for all six MERLIN Messaging System configurations (that is, a 2-port, 4-port, 6-port, 8-port, 10-port, or 12-port configuration). A 2-port, 4-port, 6-port, 8-port, 10-port, or 12-port PC Card, included with each system, contains the following components:

Port licensing for the system's port configuration (that is, a 2-port, 4-port, 6-port, 8-port, 10-port, or 12-port configuration)

●

Media for backing up and restoring the system● A 14.4 kbps Remote Maintenance Device (modem) used for remote diagnostics●

For Release 1 and 1.1, one common module supports three configurations (that is, a 2-port, 4-port, or 6-port configuration). A 2-port, 4-port, or 6-port PC card is included with each system.

Port Assignments

The communications system assigns logical IDs and extensions to each port on the MERLIN Messaging System module. The first logical ID and extension assigned to the MERLIN Messaging System module is assigned to Port 1, the second to Port 2, etc. The communications system assigns 12 logical IDs and extensions to the MERLIN Messaging System module.

In Release 2 or later, if a Message-Waiting Light (MWL) update or Outcalling action needs to be performed, the following ports are used:

Port 2 on a 2-port system● Port 4 on a 4-port system● Ports 5 and 6 on a 6-port system● Ports 7 and 8 on an 8-port system● Ports 9 and 10 on a 10-port system● Ports 11 and 12 on a 12-port system●

The Remote Maintenance Device (RMD) is not assigned to a dedicated logical ID and extension.

The following table defines the Port Assignments for the MERLIN Messaging System Release 2 or later.

System

Configuration

Ports

1 2 3 4 5 6 7 8 9 10 11 12

2-port V V N/E N/E N/E N/E N/E N/E N/E N/E N/E N/E 4-port V V V V N/E N/E N/E N/E N/E N/E N/E N/E 6-port V V V V V V N/E N/E N/E N/E N/E N/E 8-port V V V V V V V V N/E N/E N/E N/E 10-port V V V V V V V V V V N/E N/E 12-port V V V V V V V V V V V V

V = Voice N/E = Not Equipped

In Release 1 or 1.1, if a Message-Waiting Light (MWL) update or Outcalling action needs to be performed, the following ports are used:

Port 2 on a 2-port system● Port 4 on a 4-port system● Port 6 on a 6-port system●

The Remote Maintenance Device (RMD) is assigned to the twelfth logical ID and extension.

System LEDs

The MERLIN Messaging System module faceplate contains:

One system status LED● One LED for each of the voice ports●

The color(s) and status (that is, on, off or blinking) of the LEDs provide information regarding the operation of the MERLIN Messaging System module.

The table below provides a description of the port-level and system status LED display variations.

Display Meaning Port-Level LEDs

Port not available for use (off)

Port in service and idle (on-hook)

Port in use (off-hook)

System Status LED

System is not powered up or there is a fault condition

System is in a ready state (off-hook; speaking or recording; receiving Touch Tones)

There is a self-test failure or system is out-of-service

System software is being upgraded

Hard disk is active

System Capacities

The following table provides a summary of MERLIN Messaging System capacities.

Lists | User Options |

Feature Capacity Factory Settings

System Administration Prompt Language

U.S. English, Latin American Spanish, Canadian French, Brazilian Portuguese (Release 2 or later)

● U.S. English●

System Parameters

System Language● U.S. English, Latin American

Spanish, Canadian French, Brazilian Portuguese (Release 2 or later)

● U.S. English●

Language Mode● Monolingual or Bilingual● Monolingual● Call Answer Service Operator● 1 maximum● Ext. 768● General Mailbox Owners● 1 per General Mailbox● 10 (total)● Maximum Extension Length● 2, 3 or 4 digits● 2 digits● Message Storage● 100 hours● N/A●

Extensions

Mailbox Extensions● 200 maximum for any port

configuration

● None●

Maximum Number of Messages per Mailbox

❍ 120 messages❍ N/A❍

Mailbox Size❍ 5 – 180 minutes

(administered per mailbox)

❍ 20 minutes❍

Message Length❍ 2 – 60 minutes

(administered per mailbox)

❍ 4 minutes❍

Mailbox Language❍ U.S. English, Latin

American Spanish, Canadian French, Brazilian Portuguese (Release 2 or later)

❍ System/Primary

Language

❍

Outcalling Permission❍ On or Off❍ Off❍ Transfer-Only Extensions● 400 maximum● None● Automated Attendant

Extensions

● 10 maximum● None●

Fax Extensions● 4 (One for each Automated

Attendant; Fax Extensions can be shared by multiple Automated Attendants)

● None●

General Mailbox● 4 (one for each Automated

Attendant)

● 9991, 9992, 9993, 9994●

Automated Attendants

Number of Automated Attendants

● 4 maximum● 4●

Modes of Operation● 2 (Day mode and Night

mode)

● N/A●

Submenus● 99 maximum● None● Announcements● 99 maximum● None● Schedule Controller● Follow Switch mode, Weekly

Business Schedule or both

● Switch Mode●

Main menu Prompts, Submenu Prompts and Announcements

● 2 minutes in length maximum

for each

● N/A●

Number of Line Assignments● 80 per Messaging System● N/A●

System Security

Minimum Password Length● 0 –15 digits● 6 digits● Maximum Password Length● 15 digits● 15 digits (fixed)● Transfer Restrictions● On or Off● On●

System Group Lists

10 maximum with up to

50 mailbox extensions in each list

● N/A●

User Options

Outcalling Telephone/Pager Numbers (administered by user)

● 5 maximum● N/A●

Outcalling Cycles● 1–9● 3● Outcalling Interval● 5 – 99 minutes● 15 minutes● Outcalling Schedule● Range is 0000 – 2359● 24 hours●

Outcalling Activation● Outcalling for all

messages or priority

messages only

● All messages●

Personal Greetings (recorded by user)

● 6 maximum● System Greeting●

Group Lists (administered by user)

● 10 maximum with up to 50

extensions in each list

● N/A●

Personal Operator● 1 per user● Call Answer Service

Operator

●

Call Answer Mode● Record mode or

answer-only mode

● Record mode●

System Components

The MERLIN Messaging System module resides in a slot in the communications system carrier. One common module supports a 2-port, 4-port, 6-port, 8-port, 10-port, or 12-port configuration. (In Release 1 or 1.1, the module supports a 2-port, 4-port, or 6-port configuration.)

Component Description

Module

LEDs●

RS-232 Serial Port●

Local Area Network (LAN) connection

●

PCMCIA Slots●

Touch-Tone Receivers (TTRs)●

One LED indicates system status and one LED for each port indicates port status. See the

MERLIN Messaging System Installation, Programming, and Troubleshooting Online Guide for more information about the LEDs.

●

Used to directly connect a PC or laptop to the system.

●

Used to connect the system to a LAN (Release 2 or later).

●

Used to house the 2-port, 4-port, 6-port, 8-port, 10-port, or 12-port PC card. Only the left-most

slot should be used.

●

Two TTRs serve as communications system resources (an internal component of the module).

●

PC Card

2-port, 4-port, 6-port, 8-port, 10-port, or 12-port PC Card

The PC Cards provide:

Remote Maintenance Device (RMD).● Media for performing system backup.● Port licensing required for the 2-port, 4-port,

6-port, 8-port, 10-port, or 12-port configuration.

●

Port LEDs

The port LEDs are single lights which function according to the configuration. For example, in a 2-port configuration, only the LEDs for Port 1 and Port 2 operate while, in an 8-port configuration, LEDs for Ports 1 through 8 operate.

Environmental Requirements

For proper operations, the MERLIN Messaging installation site must meet the environmental requirements described in the table below.

Condition Requirement

Relative Humidity 15% - 90% non-condensing Temperature Range 32° F to 122° F (0° C to 50° C) Air Quality Dust-free area (preferably in an office environment) Environment No exposure to liquids. Avoid areas near drinking fountains, coffee makers, etc. Power Supply For the USA, Canada and other countries that use a USA-type outlet (nominal voltage 117

VAC), the communications system must have a 391A3 or newer power supply module installed in the same carrier in which the MERLIN Messaging System module is installed.

In countries with nominal voltage of 220 VAC, a 391B2 or newer power supply module is required in the same carrier in which the MERLIN Messaging System module is installed.

Installer and Programmer Responsibilities

The individual installing and programming the MERLIN Messaging System is responsible for the following tasks:

Installing the MERLIN Messaging System module.● Programming the MERLIN Messaging System module to provide the services specified

by the customer.

●

Programming the communications system to support MERLIN Messaging System operation.

●

Reviewing configuration reports to ensure that all system parameters, line assignments, Automated Attendant menus and Announcements are correct and current.

●

Company Personnel Responsibilities

Before the MERLIN Messaging System is programmed, company personnel should be designated to serve in the following support roles:

System Manager Call Answer Service Operator General Mailbox Owner(s)

System Manager Responsibilities

The System Manager is responsible for performing the following routine maintenance tasks:

Maintaining Voice Mailboxes, for example:

Adding and deleting voice mailboxes.❍ Resetting (initializing) voice mailbox passwords when forgotten.❍ Changing user's mailbox language.❍

●

Maintaining Transfer-Only, Automated Attendant and Fax Extensions.●

Changing Automated Attendant Menus, Announcements and Line Assignments to

reflect changes in line assignment, personnel, company operations or company services.

●

Maintaining the Automated Attendant Schedule to assure that the appropriate Automated Attendant menus and announcements are played in connection with holidays and temporary company closings or openings.

●

Maintaining System Parameters to make system-wide changes (for example, changing date and time, the Call Answer Service Operator extension or General Mailbox Owners).

●

Maintaining System Security by responding to user inquiries and by taking measures to prevent toll fraud and to safeguard the contents of mailboxes.

●

Performing System Backups periodically or when changes are made to the MERLIN Messaging System.

●

Maintaining Directory Listings to reflect changes in personnel.● Reviewing Configuration Reports to ensure that all system parameters, line

assignments, Automated Attendant menus and Announcements are current and correct.

●

More Support Roles

Call Answer Service Operator General Mailbox Owner(s)

Call Answer Service (CAS) Operator Responsibilities

The Call Answer Service Operator answers calls when:

In Automated Attendant Service, the Dial 0/Timeout Action is set to CAS Operator and:

Caller presses .❍ Caller makes no selection.❍ Caller presses while using the directory to transfer.❍

Caller presses , then to transfer.❍

●

In Voice Mail Service:

User presses , then .❍ Caller presses while using the directory to transfer.❍

●

In Call Answer Service:

Caller presses or , then while the greeting is playing and the extension does not have a Personal Operator.

❍

Mailbox is in Answer-Only mode without a Personal Operator and caller presses

or , then during the five-second timeout following the greeting.

❍

Caller presses or , then before or after leaving a message in a mailbox that does not have a Personal Operator.

❍

Caller presses while using the directory to transfer.❍

●

The factory setting for the Call Answer Service Operator is 768. It is recommended that you do not change the factory setting.

More Support Roles:

System Manager General Mailbox Owner(s)

General Mailbox Owner Responsibilities

A person designated as a General Mailbox Owner is responsible for forwarding messages left in the General Mailbox to the intended user's mailbox.

Calls are directed to the General Mailbox when the Automated Attendant’s Dial 0/Timeout

Action has been set to "Record a Message in the General Mailbox" and the caller does any of

the following:

The caller presses from an Automated Attendant Main menu, Submenu or an Announcement.

●

The caller makes no Touch-Tone response to an Automated Attendant Main menu or Submenu.

●

The caller presses while using the directory to transfer.●

More Support Roles:

System Manager Call Answer Service Operator

Security Features

The MERLIN Messaging System includes security features to help protect your system from toll fraud abuse. These features include:

A Transfer Restriction capability that allows the System Manager to restrict call transfer destinations only to those extensions administered by the System Manager.

●

A Minimum Password Length setting that allows the System Manager to choose a minimum length for the passwords of users' voice mailboxes. A Minimum Password Length setting of at least six digits is recommended.

●

Password Protection for Mailboxes and the Diagnostic and Maintenance Interface.●

Contents

System Planning and Completion of Forms

Getting Started System Overview

Call Handling Planning

Introduction Immediate Call Handling Delayed Call Handling

Night Only Call Handling Fax Call Handling Centralized Voice Messaging in a Private Network

Completing the MERLIN Messaging System Planning Forms Appendix A: MERLIN Messaging System Planning Forms

Call Handling Planning

Before you fill out the planning forms for the MERLIN Messaging System, you must decide which call handling method your system will use.

The MERLIN Messaging System and the communications system can be programmed to work together to provide the following Call Handling methods:

Immediate Call Handling● Delayed Call Handling● Night Only Call Handling● Fax Call Handling● Centralized Voice Messaging in a Private Network●

Immediate Call Handling

If you want most incoming calls to be answered by an Automated Attendant with overflow calls handled by a communications system operator or any other extension, use Immediate Call Handling. With Immediate Call Handling, Automated Attendant Service answers all incoming calls and callers hear the Day Main menu or Night Main menu depending on the time of day and the Automated Attendant Schedule that you specify.

When the MERLIN Messaging System is busy and cannot answer a call, you can arrange for the call to ring at another extension, such as Direct-Line Console (DLC) or Queued Call Console (QCC) operator position.

To configure Immediate Call Handling, do the following:

On the MERLIN Messaging System, assign lines to be answered immediately to the appropriate MERLIN Messaging Automated Attendant.

●

On the communications system, assign the lines you want answered by the Automated Attendant to the MERLIN Messaging System Calling Group. Program backup Call Handling as follows:

If you want a DLC or other telephone that is not a QCC to provide backup Call Handling for the Automated Attendant, assign the lines answered by the Automated Attendant as Personal Line buttons on the DLC or other telephone and set the Personal Line buttons to Delay Ring.

❍

If you want a QCC to provide backup for the Automated Attendant, program the MERLIN Messaging System Calling Group to overflow to the QCC queue and set the calling overflow thresholds as desired.

❍

●

Also, if the communications system uses Night Service, assign the MERLIN Messaging System Calling Group as a Night Service Receiver for each appropriate Night Service group.

●

Related Topics

Delayed Call Handling● Night Only Call Handling● Fax Call Handling● Centralized Voice Messaging in a Private Network●

Delayed Call Handling

If you want most incoming calls to be answered by a Direct-Line Console system operator (or other telephone that is not a Queued Call Console (QCC) system operator position), use Delayed Call Handling. With Delayed Call Handling, incoming calls ring at a DLC system operator console (or at other telephones that have a Personal Line button for the line with the incoming call). If the call is not answered within a certain number of rings, the call is automatically sent to the MERLIN Messaging System and is answered by the Automated Attendant Service. Callers hear the Day Main menu or Night Main menu depending on the time of day and the Automated Attendant Schedule that you specify.

To configure Delayed Call Handling:

On the communications system, configure the following:

Assign lines for immediate ring on the Direct-Line Console (DLC or other telephone that is not a Queued Call Console (QCC) system operator position).

❍

Next, select an unused calling group extension with no members (called a phantom calling group) and assign the lines that you want answered on a delayed basis by the Automated Attendant Service. Assign the MERLIN Messaging System Calling Group as the Overflow Coverage receiver for the Delayed Call Handling Calling Group and program the following Overflow Coverage settings:

Set the Time-Based Overflow to the number of seconds that corresponds to the number of rings that you want the system operator to hear before the call is sent to the Automated Attendant

■

Set the Number-Based Overflow for the Delayed Call Handling Calling Group to 99.

■

❍

●

On the MERLIN Messaging System, assign the new Delayed Call Handling Calling Group extension as an Automated Attendant extension with no phone.

Note:

It is not necessary to assign lines to the Automated Attendant in this configuration.

●

Related Topics

Immediate Call Handling● Night Only Call Handling● Fax Call Handling● Centralized Voice Messaging in a Private Network●

Night Only Call Handling

If you want incoming calls handled by the MERLIN Messaging System Automated Attendant only when the communications system is in Night Service, use Night Only Call Handling. You can use Night Only Call Handling with Immediate Call Handling.

To configure Night Only Call Handling:

On the communications system, configure the following:

Assign the lines answered by the Automated Attendant Service to the appropriate Night Service groups.

Note:

The lines assigned for Night Only Call Handling treatment should not be assigned to the MERLIN Messaging System Calling Group.

❍

Assign the MERLIN Messaging System as the Night Service receiver for all applicable Night Service groups.

❍

●

On the MERLIN Messaging System, assign lines to be answered immediately to the appropriate MERLIN Messaging Automated Attendant.

●

Related Topics

Immediate Call Handling● Delayed Call Handling● Fax Call Handling● Centralized Voice Messaging in a Private Network●

Fax Call Handling

If you want the Automated Attendant Service to automatically route fax calls to a communications system fax extension or Fax Calling Group, use Fax Call Handling. With Fax Call Handling, you can associate an individual fax or fax calling group extension with each Automated Attendant. When the Automated Attendant detects a fax tone, the MERLIN Messaging System sends the call to the associated extension.

Note:

The sending machine must produce industry-standard (CNG) tones to allow the fax call to be routed properly.

Fax Call Handling should be used with Immediate Call Handling only. Fax Call Handling cannot be used with Delayed Call Handling because the sending machine stops sending the fax calling (CNG) tone and hangs up after approximately 35 seconds. This may not be enough time for the call to be directed to the fax machine.

To configure Fax Call Handling:

On the communications system, configure the following:

Identify the tip/ring jacks used to connect the fax machines. If you want more than one fax machine extension to be used for each Automated Attendant, create a Fax Calling Group and assign the fax extensions as members of the group. This allows calls to be directed to a single extension to be answered by an available fax machine assigned to the Fax Calling Group.

❍

Identify the extension that will receive the Message-Waiting indication when a fax is received.

❍

●

For each Automated Attendant on the MERLIN Messaging System, designate an individual fax extension or Fax Calling Group extension as the transfer destination for calls that the Automated Attendant detects as fax calls.

●

Related Topics

Immediate Call Handling● Delayed Call Handling● Night Only Call Handling● Centralized Voice Messaging in a Private Network●

Centralized Voice Messaging in a Private Network

The MERLIN Messaging System can also be used in a Centralized Voice Messaging configuration in a private network. MERLIN LEGEND Communications Systems (Release 7.0 (and later) and/or MERLIN MAGIX Integrated Systems connected in a private network by tandem trunks may share a centralized MERLIN Messaging System connected to one of the MERLIN LEGEND systems, which is then known as the "VMS hub" system. "Remote" MERLIN LEGEND systems which are directly connected to the "VMS hub" system by tandem trunks can then share the centralized MERLIN Messaging System.

Coverage and overflow calls using Calling Groups from the VMS hub and any of the remote systems can be sent to the centralized MERLIN Messaging System. System users retrieving voice mail can call the same number from any location and be directly connected to the centralized MERLIN Messaging System. The centralized MERLIN Messaging System updates Message–Waiting lights across the private network for its subscribers on remote systems.

The following are general guidelines for configuring a centralized MERLIN Messaging System. For complete details and programming instructions for networked systems, refer to the Network Reference for the communications system.

On the communications systems in the private network, configure the following:

The extensions and lines on all networked communications systems should be numbered unambiguously. For example, on communications system 1, extensions could be numbered between 1000–1999, on communications system 2, between 2000–2999 and on communications system 3 between 3000–3999, etc. The lines on communications system 1 could be 1801–1880, on communications system 2 2801–2880; and on communications system 3, 3801–3880.

❍

On the VMS Hub system (where the MERLIN Messaging System module is physically located), program the communications system for the MERLIN Messaging System as if it were a stand-alone communications system.

❍

On each remote communications system that will share the MERLIN Messaging System, program the communications system for the MERLIN Messaging System as if it were a stand-alone communications system with the following exception:

For the MERLIN Messaging System Calling Group, program only one member — a non–local Uniform Dial Plan (UDP) number that directs calls to the MERLIN Messaging System Calling Group on the VMS Hub system.

■

❍

For Message–Waiting lights to work across private networks, the communications systems must be connected via PRI, T1–TIE or E&M TIE lines. Also, the Switch Number must be programmed (refer to the Network Reference for complete details).

❍

●

On the MERLIN Messaging System, configure the following:

Create a mailbox for each local and non–local extension that is to receive Voice Mail coverage.

❍

Create a transfer–only mailbox for each local and non–local extension as required.❍

●

Miscellaneous configuration information:

Only the VMS Hub system can put the MERLIN Messaging into open and closed schedules.

❍

To use Night Only Call Handling, Delayed Call Handling or Immediate Call Handling, use the configuration and programming instructions for each type; for the communications system actions, program each of the communications system in the private network that will share the MERLIN Messaging System using instructions in the Network Reference.

❍

●

Related Topics

Immediate Call Handling● Delayed Call Handling● Night Only Call Handling● Fax Call Handling●

Contents

System Planning and Completion of Forms

Getting Started System Overview

Call Handling Planning Completing the MERLIN Messaging System Planning Forms

Introduction Planning Form 1: System Parameters Planning Form 2: Extension Administration Planning Form 3: Automated Attendant Planning Form 4: Line Assignment Planning Form 5: Security Settings Planning Form 6: System Group Lists

Appendix A: MERLIN Messaging System Planning Forms

Introduction

This section of the Online Guide has been designed to help you complete each of the MERLIN Messaging System Planning Forms. Once completed, these forms are used to program the MERLIN Messaging System.

The material that follows contains:

Directions for displaying and printing blank copies of each of the Planning Forms. During the system planning process, you can use the forms that you print to record information specific to your site.

●

Sample completed forms.● Field-by-field instructions for completing the forms. These instructions include

explanations and recommendations for settings to ensure an optimum system configuration.

●

The table on the next page lists the MERLIN Messaging System Planning Forms and describes how each is used in the system planning process.

Note:

The information that you enter on the MERLIN Messaging System Planning Forms must be coordinated with certain requirements and specifications of your communications system. Be sure to obtain a copy of your communications System Planning Forms before you begin MERLIN Messaging System planning. Use them as a resource and update them with the MERLIN Messaging System information as required.

Related Topics

Print a blank System Parameters Form View a sample, completed System Parameters Form Access field-by-field instructions for completing the System Parameters Form

Form 1: System Parameters

| Print a blank System Parameters Form | Access field-by-field instructions for Completing the System

Parameters Form |

Below is a sample of the completed form:

Form 1: System Parameters

| Print a blank System Parameters Form | View a sample, completed System Parameters Form |

To view form completion instructions, click in the fields on the form facsimile below.

●

To change a factory setting, cross out the factory setting and fill in the desired information.

●

Form 2: Extension Administration

Form Name Used to:

2 Extension Administration Indicate a type for each extension in the system●

Indicate the Automated Attendant number● Indicate the phone status for an extension● Indicate the name for an extension● Record Directory Listing information for user

extensions

●

Assign the appropriate characteristics to each user Mailbox, including Mailbox Size and Message Length, if Outcalling is on or off and Mailbox Language

●

You must assign a specific extension type and specify other information for each extension in the MERLIN Messaging System to assure the enforcement of transfer restrictions and to dictate transfer destinations (for example, to a mailbox or Automated Attendant). There are four possible extension types:

Mailbox● Transfer-Only● Automated Attendant● Fax●

Related Topics

Print a blank Extension Administration Form View a sample, completed Extension Administration Form Access field-by-field instructions for completing the Extension Administration Form

Form 2: Extension Administration

|Print a blank Extension Administration Form | Access field-by-field instructions for completing the

Extension Administration Form |

Below is a sample of the form:

Form 2: Extension Administration

|Print a blank Extension Administration Form | View a sample, completed Extension

Administration Form |

To view form completion instructions, click the fields on the form facsimile below.● To change a factory setting, cross out the factory setting and fill in the desired

information.

●

Planning Form 3: Automated Attendant Planning

Form 3a

Form Name Used to:

3a Automated Attendant Schedule

and Fax Assignment

Specify the Schedule Controller and if applicable the Weekly Business Schedule for each Automated Attendant

●

Indicate the Fax Extension for each Automated Attendant

●

The Automated Attendant Schedule Options control the Day and Night Service operation of each Automated Attendant. The Schedule Options are:

Schedule Controller – Determines which schedule the Automated Attendants follow the Switch Mode, the Weekly Business Schedule or a combination of both.

●

Weekly Business Schedule – If the Schedule Controller is set to follow the Weekly Business Schedule or to follow both the Switch mode and the Weekly Business Schedule, you must specify a Weekly Business Schedule.

●

Temporary Schedule – Allows the Automated Attendants to operate in temporary closure or temporary open mode. The Temporary Schedule overrides both the Switch mode and the Weekly Business Schedule. For each day with a temporary opening or temporary closing schedule, you specify the start and end time of the special schedule. During other periods of that day, the Automated Attendant operates in the appropriate mode based on its Scheduler Controller setting. The Temporary Schedule can be programmed for the current day and/or the following six days. It can also be canceled anytime before or during the Temporary Schedule. The Temporary Schedule does not carry over from week to week; it expires at the ending time you specify on the day for which you created it.

●

Automated Attendant Service can also detect a fax tone and route the call to a fax machine extension assigned to the Automated Attendant.

Make a copy of this form for each Automated Attendant.

Related Topics

Print a blank Automated Attendant Schedule and Fax Assignment Form View a sample, completed Automated Attendant Schedule and Fax Assignment Form Access field–by–field instructions for completing the Automated Attendant Schedule and Fax Assignment Form

Form 3b

Form Name Used to:

3b Day/Night Main Menu Specify the Day/Night Main menu

Selector Codes and Selector Code Action.

●

Specify the Day/Night Main menu Dial 0/Time–out Action selections

●

The MERLIN Messaging System supports up to four Automated Attendants. The multiple Automated Attendant capability is available to accommodate co–located (shared tenant) businesses and/or businesses that require more than one Automated Attendant. Each Automated Attendant has its own unique:

Day menu structure and Night menu structure.● Day Main menu prompt and Night Main menu prompt.●

The MERLIN Messaging Automated Attendant Service answers incoming lines and presents callers with a list of pre–administered choices (Selector Codes) contained on the Automated Attendant Main menu. During scheduled or temporary open hours, callers hear the Day Main menu. During scheduled or temporary closed hours, callers hear the Night Main menu. The Day/Night menu consists of a recorded prompt listing menu options and the corresponding digit (Selector Code) the caller presses to select each option. Depending on the Touch–Tone input, the Automated Attendant Service performs the action (Selector Code Action) specified for the Selector Code:

Transfer to an extension● Play a pre–recorded announcement (an Automated Attendant announcement)●

Play another menu of choices (an Automated Attendant Submenu)● Transfer to a Mailbox●

Related Topics

Print a blank Day/Night Main menu Form View a sample, completed Day/Night Main menu Form Access field–by–field instructions for completing the Day/Night Main menu Form

Form 3c

Form Name Used to:

3c Submenu Specify submenu Selector Codes and Selector Code Action ●

A submenu is a menu is accessed by the caller from an Automated Attendant Day/Night Main menu or from another submenu. To program a submenu as a choice on an Automated Attendant Day/Night

Main menu or submenu, assign Selector Action Code 2 to the Selector Code. The submenu consists of a recorded prompt listing menu options and the corresponding digit (Selector

Code) the caller presses to select each option. Depending on the Touch–Tone input, the Automated Attendant Service performs the action (Selector Code Action) specified for the selector code:

Transfer to an extension● Play a pre–recorded announcement (an Automated Attendant announcement)●

Play another menu of choices (an Automated Attendant submenu)● Transfer to a Mailbox●

Related Topics

Print a blank submenu Form View a sample, completed submenu Form Access field–by–field instructions for completing the submenu Form

Form 3d

Form Name Used to:

3d Recording Scripts Create Scripts for announcements, submenus and the

Day/Night Main menu

●

Announcements, submenus and the Day/Night Main menu are part of the Automated Attendant Service. Scripts are recordings of up to two minutes that can be created and changed by the System Manager only. If the system is in Bilingual mode, then each script consists of one recording in the Primary Language and one recording in the Secondary Language.

Once you create the script, you can associate it with an Automated Attendant announcement, submenu or with a Day/Night Main menu.

You can record up to 99 scripts.● Scripts can be up to two minutes in length.● The same scripts can be used for more than one Day/Night Main menu or submenu and with

more than one Automated Attendant.

●

Related Topics

Print a blank Recording Scripts Form View a sample, completed Recording Scripts Form Access field–by–field instructions for completing the Recording Scripts Form

Planning Form 3a: Automated Attendant Schedule and Fax Assignment- Page 1

|Print a blank Automated Attendant Schedule and Fax Assignment Form | Access field-by-field

instructions for completing the Automated Attendant Schedule and Fax Assignment Form |

Below is a sample of the completed form:

Planning Form 3a: Automated Attendant Schedule and Fax Assignment- Page 1

|Print a blank Automated Attendant Schedule and Fax Assignment Form | View a sample,

completed Automated Attendant Schedule and Fax Assignment Form |

To view form completion instructions, click the fields on the form facsimile below.● To change a factory setting, cross out the factory setting and fill in the desired

information.

●

Planning Form 3b: Day/Night Main menu

|Print a blank Day/Night Main menu Form | Access field-by-field instructions for completing

the Day/Night Main menu Form |

Below is a sample of the completed form:

Planning Form 3b: Day/Night Main menu

|Print a blank Day/Night Main menu Form | View a sample, completed Day/Night Main menu

Form |

To view form completion instructions, click the fields on the form facsimile below.● To change a factory setting, cross out the factory setting and fill in the desired

information.

●

Planning Form 3c: Submenu

|Print a blank Sub Menu Form | Access field-by-field instructions for completing the Submenu

form |

Below is a sample of the completed form:

Planning Form 3c: Submenu

|Print a blank Submenu Form | View a sample, completed Submenu Form |

To view form completion instructions, click the fields on the form facsimile below.● To change a factory setting, cross out the factory setting and fill in the desired

information.

●

Planning Form 3d: Recording Scripts

|Print a blank Recording Scripts Form | Access field-by-field instructions for completing the

Recording Scripts Form |

Below is a sample of the completed form:

Planning Form 3d: Recording Scripts

|Print a blank Recording Scripts Form | View a sample, completed Recording Scripts Form |

To view form completion instructions, click the fields on the form facsimile below.● To change a factory setting, cross out the factory setting and fill in the desired

information.

●

Planning Form 4: Line Assignments

Note:

This form and the information below apply to systems that use multiple Automated Attendants only. Skip this form if your system uses a single Automated Attendant.

Form Name Used to:

4 Automated Attendant Line Assignments Indicate which Automated Attendant should

answer each line

When you are completing this form, the following rules apply:

If you indicate that a line is to be answered by Automated Attendant 1, no programming is needed. Your entry is for record purposes only.

●

If you indicate that a line is to be answered by Automated Attendant 2, 3 or 4, programming is needed.

●

A line can be assigned to only one Automated Attendant.● A total of 80 lines can be assigned per MERLIN Messaging System.● Enter the line numbers for each line connected to the Communications System that you

want answered by an Automated Attendant.

●

Related Topics

Print a blank Line Assignments Form View a sample, completed Line Assignments Form Access field-by-field instructions for completing the Line Assignments Form

Planning Form 4: Line Assignments

| Print a blank Line Assignments Form | Access field-by-field instructions for completing the

Line Assignments Form |

To view form commpletions instructions, click the fields on the form facsimile below.

Planning Form 4: Line Assignment

| Print a blank Line Assignments Form | View a sample, completed Line Assignments Form |

To view form completion instructions, click the fields on the form facsimile below.● To change a factory setting, cross out the factory setting and fill in the desired

information.

●

Planning Form 5: Security Settings

Form Name Used to:

5 Security Settings Indicate whether or not Transfer Restrictions should be turned

on or off

●

Specify a Minimum Password Length for users●

The MERLIN Messaging System includes two features designed to enhance system security by reducing the risk of toll fraud and abuse by unauthorized users. They are:

Transfer Restrictions● Minimum Password Length●

Related Topics

Print a blank Security Settings Form View a sample, completed Security Settings Form Access field-by-field instructions for completing the Security Settings Form

Planning Form 5: Security Settings

|Print a blank Security Settings Form | Access field-by-field instructions for completing the

Security Settings Form |

Below is a sample of the completed form:

Planning Form 5: Security Settings

|Print a blank Security Settings Form | View a sample, completed Security Settings Form |

To view form completion instructions, click the fields on the form facsimile below.● To change a factory setting, cross out the factory setting and fill in the desired

information.

●

Planning Form 6: System Group Lists

Form Name Used to:

6 System Group Lists Create up to ten System Group Lists that allow users to

address a message to a group of mailboxes

●

Up to 50 Mailbox Extensions can be included in each System GroupList. A Mailbox Extension can be in more than one System Group List.

Related Topics

Print a blank System Group Lists Form View a sample, completed System Group Lists Form Access field-by-field instructions for completing the System Group Lists Form

Planning Form 6: System Group Lists

|Print a blank System Group Lists Form | Access field-by-field instructions for completing the

System Group Lists form |

Below is a sample of the completed form:

Planning Form 6: System Group Lists

|Print a blank System Group Lists Form | View a sample, completed System Group Lists Form |

To view form completion instructions, click the fields on the form facsimile below.●

Appendix A: MERLIN Messaging System Planning Forms

This section of the MERLIN Messaging System Online Guide contains the MERLIN Messaging System Planning Forms. To view and print these forms, you must have an Adobe Acrobat Reader plug-in installed on your PC.

After you have installed the Adobe Acrobat Reader plug-in, refer to the following table for viewing/printing instructions.

If you want to: Action View the forms Click:

Planning Form 1: System Parameters Planning Form 2: Extension Administration Planning Form 3a: Automated Schedule Planning Form 3b: Day/Night Main menu Planning Form 3c: Submenu Planning Form 3d: Recording Script Planning Form 4: Line Administration Planning Form 5: Security Settings Planning Form 6: System Group Lists

Print all of the forms Access the File menu.1.

Select Print All # pages.

Click here to view all forms.

Print a specific form Access the File menu.1.

Select Print.2. Click OK.3.

Customer Tel. Planner Order

MERLIN Messaging

Planning Form 1 - System Parameters

System Administration Prompt Language

System (Primary) Language

System Language Mode

Mode

Monolingual

Bilingual

Primary Language Secondary Language

System Date & Time

mm=01-12 dd=01-31 yy=99, 00-37 hh=00-23 mm=00-59

mm=month dd=day yy=yearhh=hour mm=minute

Date Format Time Format

mmddyy

Language

12 3 4

English

English Spanish French Portuguese English Spanish French Portuguese*

Spanish French

hhmm

PortugueseFrenchSpanishEnglish

Language

Portuguese*

Call Answer Service Operator

General Mailbox Owner

Auto Attendant

AA1

AA2 AA3 AA4

Maximum Extension Length

Maximum Number of Digits

Factory Setting

For Release 2 or later.

If you choose Bilingual, the initial setting for the Primary Language is U.S. English and

the Secondary Language is Spanish.

Name

768

Ext.

10 10 10

Ext.

All

Type Codes

Type

Code

Type

Code 3

only

AA no.

(1-4)

Type

Code

1&3

Phone

Yes=9 No=6

Name

(Optional)

MERLIN Messaging

Planning Form 2 - Extension Administration

All Type Codes

10-Letter Directory Listing

(optional)

Msg.

Length

2 - 60 min 4 min

Type Code 1 only

Mailbox

Size

Outcalling

5 - 180 min 20 min

On=9 Off=6 Ext.

Mailbox

Language

1 English 2 Spanish 3 French 4 Portuguese

Factory Setting

For Release 1 and 1.1, a 4-letter Directory Listing is available.

For Release 2 or later.

 Type Extension Type  Code  Capacities

Mailbox  1 200 Transfer-Only 2 400 Automated Attendant  3 10 Fax  4 4 (1 per Automated Attendant)

Letter Key (for directory listing)

A = 21 B = 22 C = 23 D = 31 E = 32 F = 33

G = 41 H = 42 I = 43 J = 51 K = 52 L = 53

M = 61 N = 62 O = 63 P = 71 Q = 72 R = 73 S = 74

T = 81 U = 82 V = 83 W = 91 X = 92 Y = 93 Z = 94

MERLIN Messaging

Planning Form 3a - Automated Attendant

Schedule & Fax Assignment

Automated Attendant Number (1-4)

Schedule Controller

(for Day/Night Service

)

Switch Mode Weekly Business Schedule Both the Switch Mode and the Weekly Business Schedule

Weekly Business Schedule

Specify a weekly schedule if the Automated Attendant follows the Weekly Business Schedule or follows both the Switch Mode and the Weekly Business Schedule. Only enter times if open. For 24-hour open operation, set Open to 0000 and Closed to 2359.

Option Day

Open

Closed

Open

(hhmm)

hh=00-23

mm=00-59

Closed (hhmm)

hh=00-23

mm=00-59

1 Sunday 2 Monday 3 Tuesday 4 Wednesday 5 Thursday 6 Friday 7 Saturday

9 All Days

FAX Extension:

Factory Setting

MERLIN Messaging

Planning Form 3b - Day/Night Main Menu

Day Main Menu Night Main Menu

Automated Attendant Number (1-4)

Copy this form for each Automated Attendant. Indicate whether this is for the Day Main Menu or Night Main Menu, and specify the Automated Attendant number.

Selector Codes

Extension/Mailbox/

Selector Action Announcement No./

Code Code Submenu No. Description

15 25 35 45 5 6 7 8 9

Key

Action Code Action

1 Selector Code Transfer 2 Play a Submenu 3 Play an Announcement 5 Direct Extension Transfer 6 Mailbox Transfer

Dial 0/Timeout Action

Selection Day Service Night Service

1 General Mailbox General Mailbox 2 Disconnect Disconnect 3 Transfer to Ext. ____ Transfer to Ext. ____

Factory Setting

Call Answer Service Operator

Transfer to Mailbox _____

Call Answer Service Operator

Transfer to Mailbox _____

MERLIN Messaging

Planning Form 3c - Submenu

Automated Attendant No. (1-4) Submenu No. (1-99)

Copy this form for each Submenu. Specify the Submenu number and Automated Attendant number.

Selector Codes

Extension/Mailbox/

Selector Action Announcement No./

Code Code Submenu No. Description

1 2 3 4 5 6 7 8 9

Key

Action Code Action

1 Selector Code Transfer 2 Play a Submenu 3 Play an Announcement 5 Direct Extension Transfer 6 Mailbox Transfer

MERLIN Messaging

Planning Form 3d - Recording Script

Automated Attendant Main Menu:

Automated Attendant Number (1-4)

Day Menu

Night Menu

Submenu

Number (1-99)

Announcement

Number (1-99)

Copy this form for each Day Menu Script, Night Menu Script, Submenu Script and Announcement. Specify the Announcement Number

Script If your system is set up for bilingual operation, record the message in both the primary and secondary languages. For Day/Night main Menu only, direct callers to press *1 to change the language.

(for Day/Night Service, Submenus, Announcements)

Primary Language (maximum length = 2 minutes)

Secondary Language (maximum length = 2 minutes)

MERLIN Messaging

Planning Form 4 - Automated Attendant Line Assignments

If you are using multiple Automated Attendants, indicate

which Automated Attendant should answer each line. You can assign a maximum of 80 lines for all Automated Attendants. Any line not assigned to AA2, AA3 or AA4 will be handled by AA1.

Line No. AA1 AA2 AA3 AA4

Factory Setting

MERLIN Messaging

Planning Form 5 - Security Settings

Transfer Restrictions

Transfers Restrictions On Transfer Restrictions Off

SECURITY ALERT: When Transfer Restrictions is set to On, the MERLIN

Messaging System transfers callers only to those extensions that have been administered by the System Manager. It is strongly recommended that you choose the Transfer Restrictions On option. Choosing the Transfer Restrictions Off option leaves your system vulnerable to toll fraud by unauthorized persons.

Minimum Password Length

Length

0-15 digits, 6

SECURITY ALERT: A minimum password length of at least 6 digits is

strongly recommended. The shorter the minimum password length, the more vulnerable your system is to toll fraud by unauthorized persons.

= Factory Setting

System

Group List

Number

MERLIN Messaging

Planning Form 6 - System Group Lists

Members (Name and/or Mailbox Extension)

You can put up to fifty extensions in each System Group List.

Contents

Installation Configuration and Programming

Getting Started System Overview Installation Programming Overview Preparing the Communications System Programming the MERLIN Messaging System Programming the Communications System

Contents

Installation Configuration and Programming

Getting Started

Introduction Customized Paths

Navigation Pop-Up Windows Button Bar Programming Conventions

System Overview Installation Programming Overview Preparing the Communications System Programming the MERLIN Messaging System Programming the Communications System

Introduction

The MERLIN Messaging System Online Guide contains detailed information about the MERLIN Messaging System.

You can use the Online Guide to:

This section, Getting Started, will walk you through a brief explanation of the conventions and procedures used in the Online Guide and will help you to use this reference effectively.

Customized "Paths" through Information/Procedures

The MERLIN Messaging System Online Guide provides three customized "paths" through the guide’s contents:

System Planning and Completion of Forms● Installation, Initial Programming and System Configuration● Ongoing Maintenance and Administration●

This content helps you locate and access information based on the tasks you have to perform with respect to the system.

Each path contains:

Access to general information about the system.● Detailed information and step-by-step instructions for completing the tasks specific to

the selected path.

●

Navigation

You can move from one topic to another in the Online Guide by activating topic-associated hypertext links. This can be done from:

A topic listed in the Contents Panel on the left side of the screen● The Technology Bar at the bottom of the screen● Within the topic text●

The Contents Panel

arrow pinpoints your current location in the topic listing.

The Technology Bar

The Technology Bar located at the lower right-hand corner of the screen contains a number of icons. Each icon is responsible for a different navigational action.

Icon Action

Redisplays the Main menu options in the Contents Panel

Links to the previous topic in the sequence

Takes you to the top of the window

Links to the next topic in the sequence

Pop-Up Windows

The MERLIN Messaging System Online Guide makes use of pop-up windows and mousovers (through which your movement of the cursor over a screen object or image initiates another display or activity) or to provide additional information. Typically, pop-up windows and mouseovers contain material that supplements

information appearing in the main window (for example, a more detailed explanation, a link to a Glossary term, a field description, etc.).

The Button Bar

Button Action

Redisplays the Main menu options in the Contents Panel

Allows you to search for information by entering a key word

Links you to the MERLIN Messaging System Glossary

Provides access to the online Help feature

Displays a table containing Touch Tones and rules which are valid for all menus

Programming Conventions

The procedures for programming the MERLIN Messaging System in this Online Guide use several conventions to indicate what the steps involve. The conventions are described in the following table:

Typeface Sample Meaning

To select this option, press this imprinted button on the console

GrpCalling

To select this menu option, press the unlabeled display button next to the option

[nnn] Enter the variable information in brackets

Press this key on the PC Press this function key on the PC

+ On the PC, hold down the first key and press the second key

Continuation of procedures

That completes the walk-through of the MERLIN Messaging System Online Guide. To begin accessing information related to your selected path, click one of the topics listed in the Contents Panel.

Contents

Installation Configuration and Programming

Getting Started System Overview

Introduction Services and

Features

System Configuration

Port Assignments System LEDs System Capacities System

Components Environmental

Requirements Installer/

Programmer Responsibilities

Company Personnel Responsibilities

Security Features

Installation Programming Overview Preparing the Communications System Programming the MERLIN Messaging System Programming the Communications System

PCMCIA Slots

The left-most PCMCIA slot houses the 2-Port, 4-Port, 6-Port, 8-Port, 10-Port, or 12-Port PC Card required for operation of the MERLIN Messaging System.

NOTE: Only the left-most of the two PCMCIA slots can be used. The right-most slot is reserved for future use.

The 2-Port, 4-Port, 6-Port, 8-Port, 10-Port, or 12-Port PC Card contains:

● Port licensing data that triggers the activation of the appropriate number of voice messaging

ports.

● A Remote Maintenance Device (RMD), used for remote access to diagnostic and

maintenance features of the system.

● Media for performing system backup.

Introduction

Port Status LEDs: The port-specific LEDs on the MERLIN Messaging System faceplate indicate the current status of each voice messaging port. The possible variations are:

Not available● In service and idle● In service and in use●

Note: The port-specific LEDs that correspond to voice messaging ports are in ascending order (that is, from the bottom up).

RS232 Port: This is a serial port used for local access to the MERLIN Messaging System via a PC or laptop computer for report, maintenance and administrative purposes. Access to the MERLIN Messaging System using the RS-232 port is both login and password protected.

System Status LED:

Local Area Network (LAN) Connection:

This port is used to connect the system to a LAN (Release 2 or later). Port Status LEDs:

The port-specific LEDs on the MERLIN Messaging System faceplate indicate the current status of each voice messaging port. The possible variations are:

Not available● In service and idle● In service and in use●

Note: The port-specific LEDs that correspond to voice messaging ports are in ascending order (that is, from the bottom up).

Allows mailbox owners to:

Record and send messages.● Forward and reply to messages.● Listen to messages.● Record their names or Personal Greetings.● Activate a Personal Greeting.● Change their personal operators.● Change their passwords.● Set up Outcalling (if permission provided).● Create Personal Group Lists.● Change Call Answer mode.● Transfer to another extension.●

Allows individuals responsible for programming the MERLIN Messaging System to:

Administer System Parameters such as System Language mode and System Date and Time.

●

Administer an extension to be either a Mailbox, Fax, Transfer-Only or Automated Attendant Extension.

●

Administer up to four Automated Attendants.● Administer System Security Options.● Administer System Group Lists (Release 2 or later).● Perform a System Backup or System Restore.●

Answers incoming lines and presents callers with a list of options. Based on callers' resulting input, they may be:

Transferred to an extension.● Played an informational announcement.● Transferred to a voice mailbox.● Presented with a submenu containing additional options.●

The Automated Attendant Service can also detect and route fax calls to a predetermined fax extension.

Functions as a personal answering machine, allowing a caller to:

owner.

●

Optionally designate voice message as a priority or private message (Release 2 or later).

●

Transfer to an operator or to another extension.●

Provides on-site and remote system serviceability functionality, including:

Terminal-based reporting● Trouble/fault isolation● Backup and Restoration●

The MERLIN Messaging System can operate in either Monolingual or Bilingual mode. In Monolingual mode, all system prompts are played in one of the following languages:

U.S. English● Latin American Spanish● Canadian French● Brazilian Portuguese (Release 2 or later)●

In Milingual mode, the caller can choose to hear prompts in either the Primary or Secondary language.

Services and Features

For a description of each MERLIN Messaging System service or feature, move the mouse pointer over the graphic below.

System Configuration

Port licensing for the system's port configuration (that is, a 2-port, 4-port, 6-port, 8-port, 10-port, or 12-port configuration)

●

Media for backing up and restoring the system● A 14.4 kbps Remote Maintenance Device (modem) used for remote diagnostics●

For Release 1 and 1.1, one common module supports three configurations (that is, a 2-port, 4-port, or 6-port configuration). A 2-port, 4-port, or 6-port PC Card is included with each system.

Port Assignments

In Release 2 or later, if a Message-Waiting Light (MWL) update or Outcalling action needs to be performed, the following ports are used:

The Remote Maintenance Device (RMD) is not assigned to a dedicated logical ID and extension.

The following table defines the Port Assignments for the MERLIN Messaging System Release 2 or later.

System

Configuration

Ports

1 2 3 4 5 6 7 8 9 10 11 12

V = Voice N/E = Not Equipped

In Release 1 or 1.1, if a Message-Waiting Light (MWL) update or Outcalling action needs to be performed, the following ports are used:

Port 2 on a 2-port system● Port 4 on a 4-port system● Port 6 on a 6-port system●

The Remote Maintenance Device (RMD) is assigned to the twelfth logical ID and extension.

System LEDs

The MERLIN Messaging System module faceplate contains:

One system status LED● One LED for each of the voice ports●

The color(s) and status (that is, on, off or blinking) of the LEDs provide information regarding the operation of the MERLIN Messaging System module.

The following table provides a description of the port-level and system status LED display variations.

Display Meaning Port-Level LEDs

Port not available for use (off)

Port in service and idle (on-hook)

Port in use (off-hook)

System Status LED

System is not powered up or there is a fault condition

System is in a ready state (off-hook; speaking or recording; receiving Touch Tones)

There is a self-test failure or system is out-of-service

System software is being upgraded

Hard disk is active

Lucent Technologies merlin messaging system User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

System Planning and Completion of Forms

Getting Started

Introduction

Customized "Paths" through Information/Procedures

Navigation

The Contents Panel

The Technology Bar

Pop-Up Windows

The Button Bar

Programming Conventions

System Overview

PCMCIA Slots

Introduction

Port Level LEDs: The port-specific LEDs on the Merlin Messaging faceplate indicate the current status of each voice messaging port. The possible variations are:

RS232 Port: This is a serial port used for local access to the MERLIN Messaging System via a PC or laptop computer for report, maintenance and administrative purposes. Access to the MERLIN Messaging System using the RS-232 port is both login and password protected.

This port is used to connect the system to a LAN (Release 2 or later). Port Status LEDs:

Services and Features

System Configuration

Port Assignments

System LEDs

System Capacities

System Components

Port LEDs

Environmental Requirements

Installer and Programmer Responsibilities

Company Personnel Responsibilities

System Manager Responsibilities

Call Answer Service (CAS) Operator Responsibilities

General Mailbox Owner Responsibilities

Security Features

Call Handling Planning

Call Handling Planning

Immediate Call Handling

Delayed Call Handling

Night Only Call Handling

Fax Call Handling

Centralized Voice Messaging in a Private Network

Introduction

Planning Form 3: Automated Attendant Planning

Form 3a

Form 3b

Form 3c

Form 3d

Planning Form 4: Line Assignments

Planning Form 5: Security Settings

Planning Form 6: System Group Lists

Planning Form 1 - System Parameters

Planning Form 2 - Extension Administration

Planning Form 3a - Automated Attendant

Planning Form 3b - Day/Night Main Menu

Planning Form 3c - Submenu

Planning Form 3d - Recording Script

Planning Form 4 - Automated Attendant Line Assignments

Planning Form 5 - Security Settings

Planning Form 6 - System Group Lists

Installation Configuration and Programming

Getting Started

Introduction

Customized "Paths" through Information/Procedures

Navigation

The Contents Panel

The Technology Bar

Pop-Up Windows

The Button Bar

Programming Conventions

PCMCIA Slots

Introduction

Port Status LEDs: The port-specific LEDs on the MERLIN Messaging System faceplate indicate the current status of each voice messaging port. The possible variations are:

RS232 Port: This is a serial port used for local access to the MERLIN Messaging System via a PC or laptop computer for report, maintenance and administrative purposes. Access to the MERLIN Messaging System using the RS-232 port is both login and password protected.

This port is used to connect the system to a LAN (Release 2 or later). Port Status LEDs:

Services and Features

System Configuration

Port Assignments

System LEDs