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Lucent Technologies 5 manual Special Operator and Supervisor Features

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MERLIN LEGEND Communications System Release 5.0	Issue 1
System Manager’s Guide 555-650-118	June 1997
4 Features and Applications
Features	Page 4-29

Special Operator and Supervisor Features	4

The Feature Finder in Table 4–8 lists features that are available only to operators. Many of the features listed in other categories are also used by operators, but are not exclusively designed for them. In the PROG column, the notation AUTO means that Queued Call Console (QCC) operator telephones are automatically programmed with a button for the feature.

Because of the fixed buttons that are programmed automatically on QCCs, these operators handle calls differently from other users in the system.

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Lucent Technologies 5 manual Special Operator and Supervisor Features

Contents

Merlin Legend Your Responsibility for Your System’s Security Contents System Components Learning More About Telecommunications Index June Important Safety Instructions Issue Night Service with Coverage Control Coverage Timers Programmed for Individual ExtensionsRelease 4.1 Enhancements Forward on Busy Night Service Group Line AssignmentRelease 4.2 Enhancements Merlin Legend Reporter Release 5.0 Enhancements Maintenance Enhancements Change to Permanent Error AlarmEnhanced Extension Information Report Computer Telephony Integration CTIScreen Pop Basic Call ControlHotLine Feature Group Calling Enhancements Delay Announcement DevicesMost Idle Hunt Type Enhanced Calls-in-Queue Alarm Thresholds MLX-5 and MLX-5D Telephones Call Restriction Checking for Star Codes Release 3.1 EnhancementsTrunk-to-Trunk Transfer Set for Each Extension Default Pool Dial-Out Code Restriction for All Extensions Programmable Second Dial Tone TimerDefault Outward Restrictions for VMI Ports Default Facility Restriction Level FRL for VMI PortsRelease 4.0 Enhancements Default for the Default Local TableForwarding Delay Option Support for T1 Switched Digital Data Transmission016 Tip/Ring Module Downloadable Firmware for NI-BRI ModulesVoice Announce on Queued Call Console QCC Seven-Digit Password for SPMTime-Based Option for Overflow on Calling Group Single-Line Telephone EnhancementsMerlin Legend Communications System Release Intended Audience How to Use This BookLines, Trunks, and Facilities Terms and Conventions UsedOld New Security Product Safety LabelsTypographical Conventions Example PurposeDocument No Title Related DocumentsSystem Documents Telephone User SupportMiscellaneous User Support How to Comment on This BookDocumentation for Qualified Technicians Overview Read This FirstUsing This Guide Related Guides Your Role as System ManagerSystem Manager Responsibilities System Planning FormsProgramming as described in ‘Backing‘ Up the System’’ on Upgrading the SystemEnvironmental Requirements About the System Background Local Loop Telephone Company Central Office Customer PremisesTelephone Network Telephone EquipmentIssue Evolution of Switches Switching EquipmentEvolution of Switches Switching Office Hierarchy Switching MethodsSystem Overview Issue System Overview Incoming Trunks Incoming Trunks Issue Modes of Operation About the System Modes of Operation On next Components2 Key Mode Hybrid/PBX Mode Behind Switch ModeIssue System Components GS/LS-MLX Module Line/Trunk and Extension ModulesApplications2 FeaturesApplications Applications System Capacities Programming the SystemAuxiliary Components June 10. Auxiliary System Components Data Communications Capabilities Merlin Legend Communications System Release Carriers Control UnitProcessor Module Processor Module Pcmcia Memory CardPower Supply Module Power Supply ModuleExtension Jacks Modules Supporting Extensions016, 012, and 008 OPT Modules Touch-Tone ReceiversModules Supporting Lines/Trunks Power-Failure Transfer Telephones100D Module Issue Issue Summary Line/Trunk and Extension Modules Supports See ‘100D ‘ BRI MLX Telephones TelephonesIssue MLX-28D Telephone MLX-28DMLX-20L Telephone MLX-16DP MLX-10D Telephone MLX-10DMLX-10 Volume Control Fixed-Feature Buttons User Cards and TrayMLX-5 Direct Station Selector 10. Direct Station Selector Analog Multiline Telephones Model Description Analog Multiline TelephonesAnalog multiline phone, fax machine, and copier Telephone Requires two analog multiline extension jacksLine Buttons on Multiline Telephones Single-Line TelephonesSingle-Line Telephones Model Description Key Mode Line Buttons Line Buttons in Hybrid/PBX Mode Switch Mode, see ‘Modes‘ of Operation’’ on Line Buttons and Special Considerations Behind Switch ModeOperator Consoles QCC Buttons Queued Call ConsolesMaximum Number of System Operator Positions MaximumIssue MLX DLC Direct-Line ConsolesSystem Adapters AdaptersMulti-Function Module Telephone AdaptersAdapters described below connect adjuncts to telephones General Purpose Adapter AdjunctsSystem Adjuncts Date Time Called Number Station Message Detail Recording PrinterLoudspeaker Paging Systems System Programming and Maintenance PCDial Dictation Fax MachinesHeadsets Delay AnnouncementsDoor Phone Telephone AdjunctsHeadpieces Message-Waiting IndicatorManual Operation Analog Multiline Telephones Only One-Touch Operation MLX and Analog Multiline TelephonesData Communications Adjuncts Additional Telephone AdjunctsPassive Bus Videoconferencing SystemsIs a summary of the adjuncts Ascend Pipeline 25-Px Access DeviceAlerts DC Alerts ACAnswer/Record Machine Ascend Pipeline 25-PxHeadsets and Adapters Group Calling DelayDial Dictation Direct Station Selector DSSPower Accessories Power-Related HardwareBattery Backup Power System Auxiliary PowerTelephone Power Units Protection AccessoriesIn-Range Out-of-Building Protection System AlarmsOff-Premises Range Extender 146A and 147A Surge ProtectorsPower-Failure Alarm Trouble AlarmPower-Failure did Busy-Out Power-Failure Transfer TelephoneJune Features Features and ApplicationsFeature Finders Issue Basic Calling and Answering Considerations Feature Name Answering Feature Finder Basic Calling and Answering TypeAnswering calls Conferencing and joining Calls Basic Calling TypeDialing and calling Authorization Codes Night ServiceLong-distance service Primary Rate Interface T1 Switched Service Automatic Route SelectionPutting a call on hold PagingTransferring calls Using the system from an Outside phoneFor more information, see ‘Covering‘ Calls’’ on Covering Calls and Having Calls CoveredConsiderations Feature Name Calls Covered Feature Finder Covering Calls and Having Calls CoveredCovering Calls and Having Type Covering others’ callsBy a co-worker Have your calls ring User Have all your calls coveredCNT used for Coverage Immediately at your Reference Calling Privileges and RestrictionsConsiderations Feature Name Restrictions Feature Finder Calling Privileges and Restrictions TypePreventing people from Making calls See SystemCalling Privileges Type Night Service Calls outside normal Business hoursAllowing calls Allow people to use their GeneralCustomizing Phones Considerations Feature Name Feature Finder Customizing Phones TypeMessaging Leaving messages Feature Finder Messaging TypeReceiving messages Setting up messaging Messaging Type Prog Considerations Feature NameChange the posted Gener LabelingFeature Finder Timekeeping Type System Manager’s Functions and FeaturesConsiderations Feature TimekeepingConsiderations Feature Name Functions and Features Feature Finder System Manager’s Functions and FeaturesSystem Manager’s Type Group activitiesSpeaker button Lines, line buttons Fixed-feature buttonsMaintenance Lines, line buttons, fixed-feature buttoConference buttons to Switchhook, Recall, or Flash button System Manager’s Functions and Features TypeFor noisy places turn off User Numbering lines and extensions See also SYS items in -1 onReports Prevent DLC operators OperaSecurity Often Mgr Detail Recording See that the system Change voice messaging UserProgramming is backed up Mgr Special Operator and Supervisor Features DLC operators only Reminder Service Certain time as a Considerations Feature Name Supervisor FeaturesCalls-In-Queue Alarm Set others’ phones to ring at OperatorSpecial Operator Type Covering Calls Feature DescriptionsForward and Follow Me Sharing LinesCoverage PickupOptions, see ‘Changing‘ Coverage Delay Options’’ on Direct Voice Mail Selective Coverage Features Description CommentsSummarizes coverage control options for senders Coverage Inside off, onlyIssue 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, see , ‘Managing‘ the System’’ Allowed/Disallowed ListsPool Dial-Out Code Restriction Night Service with Outward RestrictionFacility Restriction Levels FRLs Only Yes Authorization Codes Security Dialing Features Calling Groups Group FeaturesNight Service Groups See ‘Night‘ Service with Outward Restriction’’ on Data Communications Other GroupsRemote Access Automatic Route Selection ARS Account CodesBarrier codes Applications4 System Management Features‘Modules‘ Supporting Lines/Trunks’’ on Summary of ApplicationsApplications Link Standalone Programming Category and Name Key H/PBX BS DescriptionStandalone Call Accounting and Management Applications Standalone Call Answering and Voice Mail PackagesIntegrated Package Telephone Company ServicesMulti-use Telephone See ‘Calling‘ Restrictions’’ on Voice Messaging Systems13. Voice Messaging Systems Service orApplication Description Power Fax Issue Issue Putting the System to Work Staff Needs Scenario 1 a Small OfficeMedical Office Needs Staff Member Staff Member Needs Medical Office Floor Plan System DescriptionIssue Scenario 2 a Professional Office Merlin Legend Communications System Release Law Firm Floor Plan Describes the needs of the executive staff Executive StaffExecutive Staff Needs Staff Member Describes the needs of the secretarial staff Secretarial StaffSecretarial Staff Needs Staff Member Describes the needs of the administrative/support staff Administrative/Support StaffAdministrative/Support Staff Needs Staff Member Describes some of the miscellaneous needs of the office Other NeedsOther Needs Extension Partners use the Authorization Codes feature see the section Equipment Illustrates the equipment Law Firm Equipment Call Coverage and Call-HandlingLaw Firm Call Coverage and Call-Handling Staff Member Needs Feature/ApplicationStaff Member Needs Feature/Application Staff Member Needs Feature/Application Law Firm Call Coverage Calling Restrictions Illustrates the locations and staffing Scenario 3 a Dual-Location CompanyDual-Location Company Floor Plans Connectivity General NeedsCost-Effective Calling Toll Fraud and Calling Restrictions Customer ServiceWork Group Needs Work Group Needs Describes the individual needs of certain staff members Individual NeedsIndividual Needs Staff Members General Merlin Legend Communications System Release Work Groups Merlin Legend Communications System Release Individuals Desktop Videoconferencing Optimizing Your SystemGroup Videoconferencing CTI Computer Telephony Integration Link CTI Link Overview Intuity Conversant System RequirementsCaller ID PassageWay Direct Connection SolutionIssue Managing the System Using the Task Descriptions Using Detailed Procedures Using the Programming ProceduresAdditional Information Select StartConsole/Display Instructions Additional Information Using Summary Programming ProceduresTypes of Programming Introduction to System ProgrammingInformation Screens Programming ScreensMenu Selection Screens Screen title and More indicator Prompt OptionsData Entry Screens Your system information appears in placeSelected Option Prompt Extension entered System Programming MenuSystem Programming Menu Options Description Saving Entries and Moving among ScreensScreen Keys Display/Key Function Display/Key Function Idle StatesIdentify extensions with voice signal Idle States Description ProceduresSingle-line telephone users do not Hear a dial toneForced Idle Reminder Tones Programming from the ConsoleSystem Programming Console There are two types of console buttons Console ButtonsConsole Overlay Console and DSS Lights Access to System ProgrammingConsole Lights DSS LightsExiting System Programming Display the Menu Mode main menu screenSelect System Programming Display the System Programming menuMenu Programming from a PC with SPMHome Types of PC Connections If you installed SPM on the hard disk of the PC, go to StepWith a Direct Local Connection See of System ProgrammingTo display the SPM Welcome screen shown below Appears on the screenXX = current version of SPM Press any key to display the SPM Main Menu shown belowModem Connections With a Local or Remote Modem ConnectionPassword does not display when you type it Starting Centralized Telephone Programming Centralized Telephone ProgrammingPress More Go to the second screen of the System Programming menuSelect Centralized Programming Guidelines for Programming Extensions Select Program Extension Specify the extension you want to program Select the line button where you want to assign the featureSave your entry Select Enter Xxxx = extension entered in StepProgram the features Copying Feature and SA/ICOM ButtonsTelephones Feature Only Features That Can Be Copied All Telephones AnalogFeatures That Can Be Copied Direct-Line Consoles Only Save your entry Select Copy ExtensionSelect Enter Dial or type nnnn Xxxx = extension entered in Step Dial or type nnnnReturn to the Centralized Programming menu Copying Line/Trunk Button AssignmentsSelect Exit Select EnterUsing Reports Did Printing System Programming Reports Printing Smdr ReportsTo print extension information PC Procedures To print trunk informationTo print all other reports More → Print →Select report → ExitTask List Setting System Date and/or Time Setting System Date and/or TimePlanning Guidelines Valid EntriesBacking Up the System PC ProcedureProgramming Instructions Adding an Extension Use this procedure to add an extension to the systemTask List Adding an Extension Moving an Extension Use this procedure to move an extension in your systemRemoving an Extension Use this procedure to remove an extensionTask List Moving an Extension Task List Removing an Extension Programming Instructions Assigning a HotLine Extension Changing Calling Restrictions Console Procedure Extensions→More→More→HotLine→Dial extTask List Assigning a HotLine Extension Unrestricted, Outward-restricted, Toll-restricted Changing Trunk-to-Trunk Console ProcedureTransfer Status Select restriction → Enter → ExitLED On/Off or Dial ext. no. → Enter → Exit → Exit Task List Changing Trunk-to-Trunk Transfer StatusoChanging Coverage Delay Options Factory Timer Setting Range Description Ring Delays Affecting CoverageFactory Timer Setting Range Description Buttons only or Unavailable or Group Cover AvailableGroup Cover Unassigned Buttons Unavailable or Available QCC queue Unassigned Unavailable or Immediate AvailablePlanning Guidelines Task List Changing Coverage Ring DelaysProgrammed for Delay Ring change the additional delay Change the delay for Primary Cover buttonsChange the delay for Secondary Cover buttons Programmed for Delay RingAdding/Removing a Line MLX-20L Adding a DLC Operator PositionTask List Adding a DLC Operator Position Merlin Legend Communications System Release Adding a QCC Operator Position Task List Adding a QCC Operator Position Operator Features, and 5d, Queued Call Console QCC11. Maximum Number of Operator Positions Programming Instructions Adding Operator Features Task List Adding Operator Features For Music On Hold Connecting Auxiliary EquipmentFor Loudspeaker Paging For Maintenance AlarmsFor Fax Machines For the number of seconds 0 to 30 secondsVoice Messaging System and Automated Attendant Task List Connecting Auxiliary EquipmentFor fax machines For a voice messaging system and auto attendant Changing Calling Group AssignmentsTask List Changing Calling Group Assignments Revising Allowed ListsPlanning Guidelines Task List Revising Allowed Lists Assigning Allowed Lists to ExtensionsTask List Assigning Allowed Lists to Telephones6 Revising Disallowed ListsMerlin Legend Communications System Release Valid Entries Task List Changing Disallowed Lists Assigning Disallowed Lists to ExtensionsTask List Assigning Disallowed Lists to Extensions Changing Group Coverage AssignmentsPlanning Guidelines Task List Changing Group Coverage Assignments Revising Night Service With Group AssignmentExtension numbers Line/trunk numbers Task List Revising Night Service with Group AssignmentRevising Night Service with Coverage Control Task List Revising Night Service with Coverage Control Programming Instructions Changing Extension Directory LabelsTo program on the system programming console To program with SPMTask List Changing Extension Directory Labels Changing Trunk LabelsEach label can have a maximum of seven characters Changing Posted Message Labels Console Procedure More→Labeling→LinesTrunks→Dial ext. no.→Task List Changing Trunk Labels Task List Changing Posted Message Labels Task List Changing Calling Group Labels Changing Calling Group LabelsTask List Changing System Directory Labels Changing System Directory LabelsAdding a CTI Link Telephony Services Network Manager’s GuideNo. → Issue Busying-Out and Restoring the MLX Module PC Procedures To print system informationTo save report on disk One, see ‘Removing‘ a CTI Link’’ on Task List Adding a CTI LinkTask List Removing a CTI Link Removing a CTI LinkConsole Procedure AuxEquip→CTI Link→Extension→Delete→ Exit→ Issue Guides Learning MoreSystem Reference Guides Ordering and AvailabilityCommon Elements Using System ProgrammingAspects of the system Feature Reference Entries Contents and OrganizationSpecial Tools AppendixesSystem Programming Appendixes User and Operator Guides Common Elements Calling Supervisor’s Guide Data/Video Reference System Guides Information Finder Display Features Labeling Information Finder Features To learn about Check this guideBasics Maintenance and Troubleshooting Planning and Programming FeaturesTo learn about Check this guide System Management Programming, , and FeatureSystem Programming, Systemwide Basics Extension Features and ButtonsSystem Programming, Chapters 3 System Programming, Appendix H Group Features and ButtonsFeature Setting up or changing the following calling Changing the delay before a call coming to aSetting up operator positions Changing the hold timer when operators areChanging the types of calls assigned to ring Allowing QCC operators to makeAutomatically Assigning a QCC to act as a message center Feature Reference. See Pools Feature Reference. See AutomaticLines and Trunks ChapterTroubleshooting the System All Phones Are Dead No Dial Tone or Lights Some Phones Are Dead No Dial Tone or Lights Possible Cause 1 The telephones are not receiving powerPossible Cause 5 The telephones may be defective Difficulty Making Outside Calls SECURITYlALERT SECURITYlALERT Possible Cause 3 The Forward feature is turned on Possible Cause 2 The Do Not Disturb feature is turned onPhone Does Not Ring Possible Cause 8 The telephone may be defectiveIssue Possible Cause 5 The telephone may be defective DLC Console Not Ringing for Incoming Calls Possible Cause 1 The Do Not Disturb feature is turned onPossible Cause 3 The telephone may be defective QCC Console Not Ringing For Incoming Calls Possible Cause 2 The Position Busy feature is turned onSingle-Line Phones Ring Back after Completed Call Possible Cause 2 The telephone may be defective Cannot Transfer Call after Answer on an Outside LineNight Service Not Working Issue Calls Not Going to Voice Mail Possible Cause 5 The voice mail system may not be working Expect it to be on, see ‘Night‘ Service Not Working’’ onPossible Cause 1 The system time may be set incorrectly Callers Getting Incorrect Response From Voice MailCalls Not Going to Coverage Programmed Button Fails Trouble Hearing Called PartyPossible Cause 2 The telephone handset may be defective Possible Cause The system time may be set incorrectly Reminder Messages Received with the Wrong TimePossible Cause 1 The Recall timer may be set incorrectly Recall/Switchhook Does Not WorkCalling Group Members Not Receiving Calls Calls Not Receiving Screen Pop Possible Cause 5 The CTI link is not working Calling Group Overflow Calls Not Receiving Screen PopWhat to do Check the CTI link Possible Cause 1 The call was not delivered to an SA buttonSecondary Announcements Not Playing as Programmed 150 Other or Unresolved Problems Merlin Legend Communications System Release Support Telephone Number Customer Support InformationAFCC Notification Repair Information Installation Operational Procedures Merlin Legend Communications System Release DOC Certification No 4095A CSA Certification No. LR Load No DOC Notification Repair InformationMerlin Legend Communications System Release Ne dépasse 56260Security 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 Educating Users Other Security HintsDetecting Toll Fraud Educating OperatorsEstablishing a Policy Other Security Hints Physical Security Choosing PasswordsLimiting Outcalling Limited Warranty Limitation of Liability Limitation of Liability Remote Administration MaintenanceA-21 A-22 Telephone Extension Equipment About TelecommunicationsBAbout Telecommunications Telephone Extension Equipment B-2 Transmission Facilities B-4 Switching Equipment Telephone service see -3 in , ‘About‘ the System’’ Evolution of Switching OfficesB-7 Signal Transmission SignalingTelephone Numbering Plans B-10 System Capacities Limit Constraining Factor Table C-1. Hardware and Software CapacitiesMLX Table C-1 Limit Constraining FactorSystem Capacities C-4 System Capacities C-5 Table C-1 Constraining FactorsCalling Groups Fax Machines with Message Waiting Coverage GroupsSystem Operator Consoles Ports not achievable simultaneouslyTwo-Party Conversations Telephones not achievable simultaneouslyTime slots System Planning Forms Table D-1 Used for Planning Form No Form Title D-3 To remove the control unit housing, see Figure E-1 Removing the Control Unit HousingInstalling the Top Cover Installing the Control Unit HousingTop cover Empty module Figure E-2. Installing the Top CoverFigure E-3. Installing the Front Cover Installing the Front CoverStar codes, 6-70 to 6-71, 6-73 to 6-74 Analog facilities IndexIN-2 Index IN-3 Star codes, 6-70 to 6-71, 6-73 to 6-74 Calling supervisorIN-4 Merlin Legend Communications System Release IN-6 Index IN-7 Operator, 4-26 to 4-27, 4-29 to 4-31 overviewIN-8 IN-9 Types, 3-26 to 3-27, 3-28 to 3-29 Idle statesOverview, 2-21,3-5 to Index IN-12 Prime lines, 2-17,3-28 to 3-29,4-33 Types, 6-5 toTypes, 3-27 to 3-28 Security Features, 3-30 to 3-31, 8-12 to 8-13 overviewApplications, 2-22 to 2-24,4-55 to Role, 1-3 to Forms, 1-4 to Using, 7-7 toIN-18 IN-19 IN-20