Merlin Legend
 Your Responsibility for Your System’s Security
 Contents
 System Components
 Learning More
 About Telecommunications
 Index
 June
 Important Safety Instructions
 Issue
 Coverage Timers Programmed for Individual Extensions
Night Service with Coverage Control
Release 4.1 Enhancements
 Night Service Group Line Assignment
Forward on Busy
 Release 4.2 Enhancements
 Merlin Legend Reporter
 Maintenance Enhancements Change to Permanent Error Alarm
Release 5.0 Enhancements
Enhanced Extension Information Report
Computer Telephony Integration CTI
 Basic Call Control
Screen Pop
 HotLine Feature
 Delay Announcement Devices
Group Calling Enhancements
Most Idle Hunt Type
 Enhanced Calls-in-Queue Alarm Thresholds
 MLX-5 and MLX-5D Telephones
 Release 3.1 Enhancements
Call Restriction Checking for Star Codes
Trunk-to-Trunk Transfer Set for Each Extension
 Programmable Second Dial Tone Timer
Default Pool Dial-Out Code Restriction for All Extensions
Default Outward Restrictions for VMI Ports
Default Facility Restriction Level FRL for VMI Ports
 Default for the Default Local Table
Release 4.0 Enhancements
 Support for T1 Switched Digital Data Transmission
Forwarding Delay Option
016 Tip/Ring Module
Downloadable Firmware for NI-BRI Modules
 Seven-Digit Password for SPM
Voice Announce on Queued Call Console QCC
Time-Based Option for Overflow on Calling Group
Single-Line Telephone Enhancements
 Merlin Legend Communications System Release
 How to Use This Book
Intended Audience
 Terms and Conventions Used
Lines, Trunks, and Facilities
Old New
 Product Safety Labels
Security
Typographical Conventions
Example Purpose
 Related Documents
Document No Title
System Documents
Telephone User Support
 How to Comment on This Book
Miscellaneous User Support
Documentation for Qualified Technicians
 Read This First
Overview
 Using This Guide
 Your Role as System Manager
Related Guides
 System Planning Forms
System Manager Responsibilities
 Upgrading the System
Programming as described in ‘Backing‘ Up the System’’ on
 Environmental Requirements
 About the System
 Background
 Telephone Company Central Office Customer Premises
Local Loop
 Telephone Equipment
Telephone Network
 Issue
 Switching Equipment
Evolution of Switches
 Evolution of Switches
 Switching Methods
Switching Office Hierarchy
 System Overview
 Issue
 System Overview
 Incoming Trunks
 Incoming Trunks
 Issue
 Modes of Operation
 About the System Modes of Operation
 On next
 Key Mode Hybrid/PBX Mode Behind Switch Mode
Components2
 Issue
 System Components
 Line/Trunk and Extension Modules
GS/LS-MLX Module
 Features
Applications2
 Applications
 Applications
 Programming the System
System Capacities
 Auxiliary Components
 June
 10. Auxiliary System Components
 Data Communications Capabilities
 Merlin Legend Communications System Release
 Control Unit
Carriers
 Processor Module
 Pcmcia Memory Card
Processor Module
 Power Supply Module
Power Supply Module
 Modules Supporting Extensions
Extension Jacks
 Touch-Tone Receivers
016, 012, and 008 OPT Modules
 Power-Failure Transfer Telephones
Modules Supporting Lines/Trunks
100D Module
 Issue
 Issue
 Summary
 Line/Trunk and Extension Modules
 Supports See ‘100D ‘
 BRI
 Telephones
MLX Telephones
 Issue
 MLX-28D
MLX-28D Telephone
 MLX-20L Telephone
 MLX-16DP
 MLX-10D
MLX-10D Telephone
 Volume Control Fixed-Feature Buttons User Cards and Tray
MLX-10
 MLX-5
 Direct Station Selector
 10. Direct Station Selector
 Analog Multiline Telephones
Analog Multiline Telephones Model Description
Analog multiline phone, fax machine, and copier
Telephone Requires two analog multiline extension jacks
 Single-Line Telephones
Line Buttons on Multiline Telephones
Single-Line Telephones Model Description
 Key Mode Line Buttons
 Line Buttons in Hybrid/PBX Mode
 Line Buttons and Special Considerations Behind Switch Mode
Switch Mode, see ‘Modes‘ of Operation’’ on
 Operator Consoles
 Queued Call Consoles
QCC Buttons
Maximum Number of System Operator Positions
Maximum
 Issue
 Direct-Line Consoles
MLX DLC
 Adapters
System Adapters
 Telephone Adapters
Multi-Function Module
Adapters described below connect adjuncts to telephones
 Adjuncts
General Purpose Adapter
System Adjuncts
 Station Message Detail Recording Printer
Date Time Called Number
 System Programming and Maintenance PC
Loudspeaker Paging Systems
Dial Dictation
Fax Machines
 Delay Announcements
Headsets
Door Phone
Telephone Adjuncts
 Message-Waiting Indicator
Headpieces
Manual Operation Analog Multiline Telephones Only
One-Touch Operation MLX and Analog Multiline Telephones
 Additional Telephone Adjuncts
Data Communications Adjuncts
 Videoconferencing Systems
Passive Bus
 Ascend Pipeline 25-Px Access Device
Is a summary of the adjuncts
 Alerts AC
Alerts DC
Answer/Record Machine
Ascend Pipeline 25-Px
 Group Calling Delay
Headsets and Adapters
Dial Dictation
Direct Station Selector DSS
 Power-Related Hardware
Power Accessories
 System Auxiliary Power
Battery Backup Power
Telephone Power Units
Protection Accessories
 System Alarms
In-Range Out-of-Building Protection
Off-Premises Range Extender
146A and 147A Surge Protectors
 Trouble Alarm
Power-Failure Alarm
Power-Failure did Busy-Out
Power-Failure Transfer Telephone
 June
 Features and Applications
Features
 Feature Finders
 Issue
 Basic Calling and Answering
 Feature Finder Basic Calling and Answering Type
Considerations Feature Name Answering
Answering calls
 Basic Calling Type
Conferencing and joining Calls
 Dialing and calling
 Night Service
Authorization Codes
Long-distance service Primary Rate Interface
T1 Switched Service Automatic Route Selection
 Paging
Putting a call on hold
 Using the system from an Outside phone
Transferring calls
 Covering Calls and Having Calls Covered
For more information, see ‘Covering‘ Calls’’ on
 Feature Finder Covering Calls and Having Calls Covered
Considerations Feature Name Calls Covered
Covering Calls and Having Type
Covering others’ calls
 Have all your calls covered
By a co-worker Have your calls ring User
CNT used for Coverage Immediately at your
 Calling Privileges and Restrictions
Reference
 Feature Finder Calling Privileges and Restrictions Type
Considerations Feature Name Restrictions
Preventing people from Making calls
See System
 Night Service Calls outside normal Business hours
Calling Privileges Type
Allowing calls
Allow people to use their General
 Customizing Phones
 Feature Finder Customizing Phones Type
Considerations Feature Name
 Messaging
 Feature Finder Messaging Type
Leaving messages
Receiving messages
 Messaging Type Prog Considerations Feature Name
Setting up messaging
Change the posted Gener
Labeling
 System Manager’s Functions and Features
Feature Finder Timekeeping Type
Considerations Feature
Timekeeping
 Feature Finder System Manager’s Functions and Features
Considerations Feature Name Functions and Features
System Manager’s Type
Group activities
 Lines, line buttons Fixed-feature buttons
Speaker button
 Lines, line buttons, fixed-feature butto
Maintenance
Conference buttons to
 System Manager’s Functions and Features Type
Switchhook, Recall, or Flash button
For noisy places turn off User
Numbering lines and extensions See also SYS items in -1 on
 Prevent DLC operators Opera
Reports
Security
 Change voice messaging User
Often Mgr Detail Recording See that the system
Programming is backed up Mgr
 Special Operator and Supervisor Features
 Considerations Feature Name Supervisor Features
DLC operators only Reminder Service Certain time as a
Calls-In-Queue Alarm
Set others’ phones to ring at Operator
 Special Operator Type
 Feature Descriptions
Covering Calls
 Sharing Lines
Forward and Follow Me
 Pickup
Coverage
 Options, see ‘Changing‘ Coverage Delay Options’’ on
 Selective Coverage Features Description Comments
Direct Voice Mail
Summarizes coverage control options for senders
Coverage Inside off, only
 Issue
 10 illustrates the various ways that calls can be covered
 Feature Covered by Description Example
 Calling Restrictions
 Information, see ‘Authorization‘Codes’’ on
 Outward and Toll Restrictions
 Allowed/Disallowed Lists
Allowed/Disallowed Lists, see , ‘Managing‘ the System’’
 Night Service with Outward Restriction
Pool Dial-Out Code Restriction
Facility Restriction Levels FRLs
 Only Yes
 Authorization Codes
 Security
 Dialing Features
 Group Features
Calling Groups
 Night Service Groups
 See ‘Night‘ Service with Outward Restriction’’ on
 Other Groups
Data Communications
 Remote Access
 Account Codes
Automatic Route Selection ARS
Barrier codes
 System Management Features
Applications4
 Summary of Applications
‘Modules‘ Supporting Lines/Trunks’’ on
 Applications Link
 Category and Name Key H/PBX BS Description
Standalone Programming
Standalone Call Accounting and Management Applications
Standalone Call Answering and Voice Mail Packages
 Telephone Company Services
Integrated Package
Multi-use Telephone
 Voice Messaging Systems
See ‘Calling‘ Restrictions’’ on
 Service or
13. Voice Messaging Systems
Application Description
 Power Fax
 Issue
 Issue
 Putting the System to Work
 Scenario 1 a Small Office
Staff Needs
Medical Office Needs Staff Member
 Staff Member Needs
 System Description
Medical Office Floor Plan
 Issue
 Scenario 2 a Professional Office
 Merlin Legend Communications System Release
 Law Firm Floor Plan
 Executive Staff
Describes the needs of the executive staff
Executive Staff Needs Staff Member
 Secretarial Staff
Describes the needs of the secretarial staff
Secretarial Staff Needs Staff Member
 Administrative/Support Staff
Describes the needs of the administrative/support staff
Administrative/Support Staff Needs Staff Member
 Other Needs
Describes some of the miscellaneous needs of the office
Other Needs Extension
 Partners use the Authorization Codes feature see the section
 Equipment
 Illustrates the equipment
 Call Coverage and Call-Handling
Law Firm Equipment
 Staff Member Needs Feature/Application
Law Firm Call Coverage and Call-Handling
 Staff Member Needs Feature/Application
 Staff Member Needs Feature/Application
 Law Firm Call Coverage
 Calling Restrictions
 Scenario 3 a Dual-Location Company
Illustrates the locations and staffing
 Dual-Location Company Floor Plans
 General Needs
Connectivity
Cost-Effective Calling
 Customer Service
Toll Fraud and Calling Restrictions
Work Group Needs
 Work Group Needs
 Individual Needs
Describes the individual needs of certain staff members
Individual Needs Staff Members
 General
 Merlin Legend Communications System Release
 Work Groups
 Merlin Legend Communications System Release
 Individuals
 Optimizing Your System
Desktop Videoconferencing
Group Videoconferencing
 CTI Computer Telephony Integration Link
 CTI Link Overview
 System Requirements
Intuity Conversant
 PassageWay Direct Connection Solution
Caller ID
 Issue
 Managing the System
 Using the Task Descriptions
 Using the Programming Procedures
Using Detailed Procedures
Additional Information
Select Start
 Using Summary Programming Procedures
Console/Display Instructions Additional Information
 Introduction to System Programming
Types of Programming
 Programming Screens
Information Screens
 Screen title and More indicator Prompt Options
Menu Selection Screens
Data Entry Screens
Your system information appears in place
 System Programming Menu
Selected Option Prompt Extension entered
 Saving Entries and Moving among Screens
System Programming Menu Options Description
 Screen Keys Display/Key Function
 Idle States
Display/Key Function
 Idle States Description Procedures
Identify extensions with voice signal
Single-line telephone users do not
Hear a dial tone
 Programming from the Console
Forced Idle Reminder Tones
System Programming Console
 Console Buttons
There are two types of console buttons
 Console Overlay
 Access to System Programming
Console and DSS Lights
Console Lights
DSS Lights
 Display the Menu Mode main menu screen
Exiting System Programming
Select System Programming
Display the System Programming menu
 Programming from a PC with SPM
Menu
Home
 If you installed SPM on the hard disk of the PC, go to Step
Types of PC Connections
With a Direct Local Connection
See of System Programming
 Appears on the screen
To display the SPM Welcome screen shown below
XX = current version of SPM
Press any key to display the SPM Main Menu shown below
 With a Local or Remote Modem Connection
Modem Connections
 Password does not display when you type it
 Centralized Telephone Programming
Starting Centralized Telephone Programming
 Go to the second screen of the System Programming menu
Press More
Select Centralized Programming
 Guidelines for Programming Extensions
 Select Program Extension
 Select the line button where you want to assign the feature
Specify the extension you want to program
Save your entry Select Enter
Xxxx = extension entered in Step
 Copying Feature and SA/ICOM Buttons
Program the features
 Features That Can Be Copied All Telephones Analog
Telephones Feature Only
 Features That Can Be Copied Direct-Line Consoles Only
 Select Copy Extension
Save your entry
Select Enter Dial or type nnnn
Xxxx = extension entered in Step Dial or type nnnn
 Copying Line/Trunk Button Assignments
Return to the Centralized Programming menu
Select Exit
Select Enter
 Using Reports
 Did
 Printing Smdr Reports
Printing System Programming Reports
 PC Procedures To print trunk information
To print extension information
To print all other reports
More → Print →Select report → Exit
 Setting System Date and/or Time
Task List Setting System Date and/or Time
Planning Guidelines
Valid Entries
 PC Procedure
Backing Up the System
Programming Instructions
 Use this procedure to add an extension to the system
Adding an Extension
 Task List Adding an Extension
 Use this procedure to move an extension in your system
Moving an Extension
 Use this procedure to remove an extension
Removing an Extension
Task List Moving an Extension
 Task List Removing an Extension
 Programming Instructions
 Assigning a HotLine Extension
 Console Procedure Extensions→More→More→HotLine→Dial ext
Changing Calling Restrictions
Task List Assigning a HotLine Extension
 Unrestricted, Outward-restricted, Toll-restricted
 Console Procedure
Changing Trunk-to-Trunk
Transfer Status
Select restriction → Enter → Exit
 Task List Changing Trunk-to-Trunk Transfer Statuso
LED On/Off or Dial ext. no. → Enter → Exit → Exit
 Changing Coverage Delay Options
 Ring Delays Affecting Coverage
Factory Timer Setting Range Description
 Factory Timer Setting Range Description
 Group Cover Available
Buttons only or Unavailable or
Group Cover Unassigned Buttons Unavailable or Available
QCC queue Unassigned Unavailable or Immediate Available
 Task List Changing Coverage Ring Delays
Planning Guidelines
 Change the delay for Primary Cover buttons
Programmed for Delay Ring change the additional delay
Change the delay for Secondary Cover buttons
Programmed for Delay Ring
 Adding/Removing a Line
 Adding a DLC Operator Position
MLX-20L
 Task List Adding a DLC Operator Position
 Merlin Legend Communications System Release
 Adding a QCC Operator Position
 Operator Features, and 5d, Queued Call Console QCC
Task List Adding a QCC Operator Position
11. Maximum Number of Operator Positions
 Programming Instructions
 Adding Operator Features
 Task List Adding Operator Features
 Connecting Auxiliary Equipment
For Music On Hold
 For Maintenance Alarms
For Loudspeaker Paging
For Fax Machines
For the number of seconds 0 to 30 seconds
 Task List Connecting Auxiliary Equipment
Voice Messaging System and Automated Attendant
For fax machines
 Changing Calling Group Assignments
For a voice messaging system and auto attendant
 Revising Allowed Lists
Task List Changing Calling Group Assignments
 Planning Guidelines
 Assigning Allowed Lists to Extensions
Task List Revising Allowed Lists
 Revising Disallowed Lists
Task List Assigning Allowed Lists to Telephones6
 Merlin Legend Communications System Release
 Valid Entries
 Assigning Disallowed Lists to Extensions
Task List Changing Disallowed Lists
 Changing Group Coverage Assignments
Task List Assigning Disallowed Lists to Extensions
 Planning Guidelines
 Revising Night Service With Group Assignment
Task List Changing Group Coverage Assignments
 Task List Revising Night Service with Group Assignment
Extension numbers Line/trunk numbers
 Revising Night Service with Coverage Control
 Task List Revising Night Service with Coverage Control
 Changing Extension Directory Labels
Programming Instructions
To program on the system programming console
To program with SPM
 Changing Trunk Labels
Task List Changing Extension Directory Labels
Each label can have a maximum of seven characters
 Console Procedure More→Labeling→LinesTrunks→Dial ext. no.→
Changing Posted Message Labels
Task List Changing Trunk Labels
 Task List Changing Posted Message Labels
 Changing Calling Group Labels
Task List Changing Calling Group Labels
 Changing System Directory Labels
Task List Changing System Directory Labels
 Telephony Services Network Manager’s Guide
Adding a CTI Link
No. →
 Issue
 PC Procedures To print system information
Busying-Out and Restoring the MLX Module
To save report on disk
 Task List Adding a CTI Link
One, see ‘Removing‘ a CTI Link’’ on
 Removing a CTI Link
Task List Removing a CTI Link
 Console Procedure AuxEquip→CTI Link→Extension→Delete→ Exit→
 Issue
 Learning More
Guides
 Ordering and Availability
System Reference Guides
 Using System Programming
Common Elements
Aspects of the system
 Feature Reference
 Contents and Organization
Entries
 Appendixes
Special Tools
 System Programming
 Appendixes
 User and Operator Guides
 Common Elements
 Calling Supervisor’s Guide Data/Video Reference
 System Guides Information Finder
 Information Finder Features To learn about Check this guide
Display Features Labeling
Basics
 Planning and Programming Features
Maintenance and Troubleshooting
To learn about Check this guide
 Programming, , and Feature
System Management
System Programming,
 Extension Features and Buttons
Systemwide Basics
System Programming, Chapters 3
 Group Features and Buttons
System Programming, Appendix H
 Changing the delay before a call coming to a
Feature Setting up or changing the following calling
Setting up operator positions
Changing the hold timer when operators are
 Allowing QCC operators to make
Changing the types of calls assigned to ring
Automatically Assigning a QCC to act as a message center
 Feature Reference. See Automatic
Feature Reference. See Pools
Lines and Trunks
Chapter
 Troubleshooting the System
 All Phones Are Dead No Dial Tone or Lights
 Possible Cause 1 The telephones are not receiving power
Some Phones Are Dead No Dial Tone or Lights
 Possible Cause 5 The telephones may be defective
 Difficulty Making Outside Calls
 SECURITYlALERT
 SECURITYlALERT
 Possible Cause 2 The Do Not Disturb feature is turned on
Possible Cause 3 The Forward feature is turned on
Phone Does Not Ring
Possible Cause 8 The telephone may be defective
 Issue
 Possible Cause 5 The telephone may be defective
 Possible Cause 1 The Do Not Disturb feature is turned on
DLC Console Not Ringing for Incoming Calls
Possible Cause 3 The telephone may be defective
 Possible Cause 2 The Position Busy feature is turned on
QCC Console Not Ringing For Incoming Calls
 Single-Line Phones Ring Back after Completed Call
 Cannot Transfer Call after Answer on an Outside Line
Possible Cause 2 The telephone may be defective
 Night Service Not Working
 Issue
 Calls Not Going to Voice Mail
 Expect it to be on, see ‘Night‘ Service Not Working’’ on
Possible Cause 5 The voice mail system may not be working
 Callers Getting Incorrect Response From Voice Mail
Possible Cause 1 The system time may be set incorrectly
 Calls Not Going to Coverage
 Trouble Hearing Called Party
Programmed Button Fails
Possible Cause 2 The telephone handset may be defective
 Reminder Messages Received with the Wrong Time
Possible Cause The system time may be set incorrectly
 Recall/Switchhook Does Not Work
Possible Cause 1 The Recall timer may be set incorrectly
 Calling Group Members Not Receiving Calls
 Calls Not Receiving Screen Pop
 Calling Group Overflow Calls Not Receiving Screen Pop
Possible Cause 5 The CTI link is not working
What to do Check the CTI link
Possible Cause 1 The call was not delivered to an SA button
 Secondary Announcements Not Playing as Programmed
 150
 Other or Unresolved Problems
 Merlin Legend Communications System Release
 Customer Support InformationA
Support Telephone Number
 FCC Notification Repair Information
 Installation Operational Procedures
 Merlin Legend Communications System Release
 DOC Notification Repair Information
DOC Certification No 4095A CSA Certification No. LR Load No
 Merlin Legend Communications System Release
 56260
Ne dépasse
 Security of Your System Preventing Toll Fraud
 Toll Fraud Prevention
 Preventive Measures
 A-11
 A-12
 A-13
 Security Risks Associated with the Remote Access Feature
 Other Security Hints
Educating Users
 Educating Operators
Detecting Toll Fraud
Establishing a Policy
 Other Security Hints
 Choosing Passwords
Physical Security
Limiting Outcalling
 Limited Warranty Limitation of Liability
 Remote Administration Maintenance
Limitation of Liability
 A-21
 A-22
 About TelecommunicationsB
Telephone Extension Equipment
 About Telecommunications Telephone Extension Equipment B-2
 Transmission Facilities
 B-4
 Switching Equipment
 Evolution of Switching Offices
Telephone service see -3 in , ‘About‘ the System’’
 B-7
 Signaling
Signal Transmission
 Telephone Numbering Plans
 B-10
 System Capacities
 Table C-1. Hardware and Software Capacities
Limit Constraining Factor
 Table C-1 Limit Constraining Factor
MLX
 System Capacities C-4
 System Capacities C-5
 Constraining Factors
Table C-1
Calling Groups
 Coverage Groups
Fax Machines with Message Waiting
System Operator Consoles
Ports not achievable simultaneously
 Telephones not achievable simultaneously
Two-Party Conversations
Time slots
 System Planning Forms
 Table D-1 Used for Planning Form No Form Title
 D-3
 Removing the Control Unit Housing
To remove the control unit housing, see Figure E-1
 Installing the Control Unit Housing
Installing the Top Cover
 Figure E-2. Installing the Top Cover
Top cover Empty module
 Installing the Front Cover
Figure E-3. Installing the Front Cover
 Index
Star codes, 6-70 to 6-71, 6-73 to 6-74 Analog facilities
 IN-2
 Star codes, 6-70 to 6-71, 6-73 to 6-74 Calling supervisor
Index IN-3
 IN-4
 Merlin Legend Communications System Release
 IN-6
 Operator, 4-26 to 4-27, 4-29 to 4-31 overview
Index IN-7
 IN-8
 Types, 3-26 to 3-27, 3-28 to 3-29 Idle states
IN-9
 Overview, 2-21,3-5 to
 Index
 IN-12
 Types, 6-5 to
Prime lines, 2-17,3-28 to 3-29,4-33
 Features, 3-30 to 3-31, 8-12 to 8-13 overview
Types, 3-27 to 3-28 Security
 Applications, 2-22 to 2-24,4-55 to
 Role, 1-3 to
 Using, 7-7 to
Forms, 1-4 to
 IN-18
 IN-19
 IN-20