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Lucent Technologies 5 manual Secretarial Staff, Describes the needs of the secretarial staff

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MERLIN LEGEND Communications System Release 5.0	Issue 1
System Manager’s Guide 555-650-118	June 1997
5 Putting the System to Work
Scenario 2: A Professional Office	Page 5-10

Secretarial Staff	5

Table 5–3 describes the needs of the secretarial staff.

Table 5–3. Secretarial Staff Needs

Staff Member	Needs
Partners’	Answer all of their bosses’ calls. Calls come directly and through the
Executive	operator. If an executive secretary is not available, one of the other
Secretaries	executive secretaries answers that partner’s call. If no secretary is
	available to take a partner’s call, calls must be recorded in the
	partner’s voice mailbox with password access to messages.
	Because they need to make calls on behalf of the partners and
	identify callers, the secretaries need a screen-pop PC application
	with a database of clients and other contacts for power dialing and
	caller identification.
	If the secretary is not available, the secretary’s own telephone
	messages must be recorded with password access to the messages.
	Some calling restrictions
	A shared Group IV fax machine
	Each secretary has a PC on the LAN and uses an ISDN terminal
	adapter for data communications.
	They share a recording device for recording depositions.
	On behalf of partners, need to broadcast faxes and voice mail
	messages for staff
Associates’	Answer associates’ calls when associates are not available, makes
Secretary and	some calls on behalf of the associates. The secretaries need a
General Secretary	screen-pop PC application with a database of clients and other
	contacts for power dialing and caller identification.
	If associates’ secretary is not available, general secretary answers
	associates’ calls.
	If the secretary is not available, calls must be recorded in the
	secretary’s voice mailbox with password access to messages.
	Some calling restrictions
	A shared Group IV fax machine
	Each secretary has a PC; they use ISDN terminal adapters at their
	workstations.

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Lucent Technologies 5 manual Secretarial Staff, Describes the needs of the secretarial staff

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 Night Service Group Line Assignment Forward on BusyRelease 4.2 Enhancements Merlin Legend Reporter Enhanced Extension Information Report Maintenance Enhancements Change to Permanent Error AlarmRelease 5.0 Enhancements Computer Telephony Integration CTIBasic Call Control Screen PopHotLine 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 Outward Restrictions for VMI Ports Programmable Second Dial Tone TimerDefault Pool Dial-Out Code Restriction for All Extensions Default Facility Restriction Level FRL for VMI PortsDefault for the Default Local Table Release 4.0 Enhancements016 Tip/Ring Module Support for T1 Switched Digital Data TransmissionForwarding Delay Option Downloadable Firmware for NI-BRI ModulesTime-Based Option for Overflow on Calling Group Seven-Digit Password for SPMVoice Announce on Queued Call Console QCC Single-Line Telephone EnhancementsMerlin Legend Communications System Release How to Use This Book Intended AudienceLines, Trunks, and Facilities Terms and Conventions UsedOld New Typographical Conventions Product Safety LabelsSecurity Example PurposeSystem Documents Related DocumentsDocument No Title Telephone User SupportMiscellaneous User Support How to Comment on This BookDocumentation for Qualified Technicians Read This First OverviewUsing This Guide Your Role as System Manager Related GuidesSystem Planning Forms System Manager ResponsibilitiesUpgrading the System Programming as described in ‘Backing‘ Up the System’’ onEnvironmental Requirements About the System Background Telephone Company Central Office Customer Premises Local LoopTelephone Equipment Telephone NetworkIssue Switching Equipment Evolution of SwitchesEvolution of Switches Switching Methods Switching Office HierarchySystem 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 Components2Issue System Components Line/Trunk and Extension Modules GS/LS-MLX ModuleFeatures Applications2Applications Applications Programming the System System CapacitiesAuxiliary Components June 10. Auxiliary System Components Data Communications Capabilities Merlin Legend Communications System Release Control Unit CarriersProcessor Module Pcmcia Memory Card Processor ModulePower Supply Module Power Supply ModuleModules Supporting Extensions Extension JacksTouch-Tone Receivers 016, 012, and 008 OPT ModulesModules Supporting Lines/Trunks Power-Failure Transfer Telephones100D Module Issue Issue Summary Line/Trunk and Extension Modules Supports See ‘100D ‘ BRI Telephones MLX TelephonesIssue MLX-28D MLX-28D TelephoneMLX-20L Telephone MLX-16DP MLX-10D MLX-10D TelephoneVolume Control Fixed-Feature Buttons User Cards and Tray MLX-10MLX-5 Direct Station Selector 10. Direct Station Selector Analog multiline phone, fax machine, and copier Analog Multiline TelephonesAnalog Multiline Telephones Model Description 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 Line Buttons and Special Considerations Behind Switch Mode Switch Mode, see ‘Modes‘ of Operation’’ onOperator Consoles Maximum Number of System Operator Positions Queued Call ConsolesQCC Buttons MaximumIssue Direct-Line Consoles MLX DLCAdapters System AdaptersMulti-Function Module Telephone AdaptersAdapters described below connect adjuncts to telephones General Purpose Adapter AdjunctsSystem Adjuncts Station Message Detail Recording Printer Date Time Called NumberDial Dictation System Programming and Maintenance PCLoudspeaker Paging Systems Fax MachinesDoor Phone Delay AnnouncementsHeadsets Telephone AdjunctsManual Operation Analog Multiline Telephones Only Message-Waiting IndicatorHeadpieces One-Touch Operation MLX and Analog Multiline TelephonesAdditional Telephone Adjuncts Data Communications AdjunctsVideoconferencing Systems Passive BusAscend Pipeline 25-Px Access Device Is a summary of the adjunctsAnswer/Record Machine Alerts ACAlerts DC Ascend Pipeline 25-PxDial Dictation Group Calling DelayHeadsets and Adapters Direct Station Selector DSSPower-Related Hardware Power AccessoriesTelephone Power Units System Auxiliary PowerBattery Backup Power Protection AccessoriesOff-Premises Range Extender System AlarmsIn-Range Out-of-Building Protection 146A and 147A Surge ProtectorsPower-Failure did Busy-Out Trouble AlarmPower-Failure Alarm Power-Failure Transfer TelephoneJune Features and Applications FeaturesFeature Finders Issue Basic Calling and Answering Considerations Feature Name Answering Feature Finder Basic Calling and Answering TypeAnswering calls Basic Calling Type Conferencing and joining CallsDialing and calling Long-distance service Primary Rate Interface Night ServiceAuthorization Codes T1 Switched Service Automatic Route SelectionPaging Putting a call on holdUsing the system from an Outside phone Transferring callsCovering Calls and Having Calls Covered For more information, see ‘Covering‘ Calls’’ onCovering Calls and Having Type Feature Finder Covering Calls and Having Calls CoveredConsiderations Feature Name Calls Covered Covering others’ callsBy a co-worker Have your calls ring User Have all your calls coveredCNT used for Coverage Immediately at your Calling Privileges and Restrictions ReferencePreventing people from Making calls Feature Finder Calling Privileges and Restrictions TypeConsiderations Feature Name Restrictions See SystemAllowing calls Night Service Calls outside normal Business hoursCalling Privileges Type Allow people to use their GeneralCustomizing Phones Feature Finder Customizing Phones Type Considerations Feature NameMessaging Leaving messages Feature Finder Messaging TypeReceiving messages Change the posted Gener Messaging Type Prog Considerations Feature NameSetting up messaging LabelingConsiderations Feature System Manager’s Functions and FeaturesFeature Finder Timekeeping Type TimekeepingSystem Manager’s Type Feature Finder System Manager’s Functions and FeaturesConsiderations Feature Name Functions and Features Group activitiesLines, line buttons Fixed-feature buttons Speaker buttonMaintenance Lines, line buttons, fixed-feature buttoConference buttons to For noisy places turn off User System Manager’s Functions and Features TypeSwitchhook, Recall, or Flash button 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 Calls-In-Queue Alarm Considerations Feature Name Supervisor FeaturesDLC operators only Reminder Service Certain time as a Set others’ phones to ring at OperatorSpecial Operator Type Feature Descriptions Covering CallsSharing Lines Forward and Follow MePickup CoverageOptions, see ‘Changing‘ Coverage Delay Options’’ on Summarizes coverage control options for senders Selective Coverage Features Description CommentsDirect Voice Mail 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 Allowed/Disallowed Lists, see , ‘Managing‘ the System’’Pool Dial-Out Code Restriction Night Service with Outward RestrictionFacility Restriction Levels FRLs Only Yes Authorization Codes Security Dialing Features Group Features Calling GroupsNight Service Groups See ‘Night‘ Service with Outward Restriction’’ on Other Groups Data CommunicationsRemote Access Automatic Route Selection ARS Account CodesBarrier codes System Management Features Applications4Summary of Applications ‘Modules‘ Supporting Lines/Trunks’’ onApplications Link Standalone Call Accounting and Management Applications Category and Name Key H/PBX BS DescriptionStandalone Programming Standalone Call Answering and Voice Mail PackagesIntegrated Package Telephone Company ServicesMulti-use Telephone Voice Messaging Systems See ‘Calling‘ Restrictions’’ on13. 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 System Description Medical Office Floor PlanIssue 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 Call Coverage and Call-Handling Law Firm EquipmentStaff Member Needs Feature/Application Law Firm Call Coverage and Call-HandlingStaff 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 staffingDual-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 System Requirements Intuity ConversantPassageWay Direct Connection Solution Caller IDIssue Managing the System Using the Task Descriptions Additional Information Using the Programming ProceduresUsing Detailed Procedures Select StartUsing Summary Programming Procedures Console/Display Instructions Additional InformationIntroduction to System Programming Types of ProgrammingProgramming Screens Information ScreensData Entry Screens Screen title and More indicator Prompt OptionsMenu Selection Screens Your system information appears in placeSystem Programming Menu Selected Option Prompt Extension enteredSaving Entries and Moving among Screens System Programming Menu Options DescriptionScreen Keys Display/Key Function Idle States Display/Key FunctionSingle-line telephone users do not Idle States Description ProceduresIdentify extensions with voice signal Hear a dial toneForced Idle Reminder Tones Programming from the ConsoleSystem Programming Console Console Buttons There are two types of console buttonsConsole Overlay Console Lights Access to System ProgrammingConsole and DSS Lights DSS LightsSelect System Programming Display the Menu Mode main menu screenExiting System Programming Display the System Programming menuMenu Programming from a PC with SPMHome With a Direct Local Connection If you installed SPM on the hard disk of the PC, go to StepTypes of PC Connections See of System ProgrammingXX = current version of SPM Appears on the screenTo display the SPM Welcome screen shown below Press any key to display the SPM Main Menu shown belowWith a Local or Remote Modem Connection Modem ConnectionsPassword does not display when you type it Centralized Telephone Programming Starting Centralized Telephone ProgrammingPress More Go to the second screen of the System Programming menuSelect Centralized Programming Guidelines for Programming Extensions Select Program Extension Save your entry Select Enter Select the line button where you want to assign the featureSpecify the extension you want to program Xxxx = extension entered in StepCopying Feature and SA/ICOM Buttons Program the featuresFeatures That Can Be Copied All Telephones Analog Telephones Feature OnlyFeatures That Can Be Copied Direct-Line Consoles Only Select Enter Dial or type nnnn Select Copy ExtensionSave your entry Xxxx = extension entered in Step Dial or type nnnnSelect Exit Copying Line/Trunk Button AssignmentsReturn to the Centralized Programming menu Select EnterUsing Reports Did Printing Smdr Reports Printing System Programming ReportsTo print all other reports PC Procedures To print trunk informationTo print extension information More → Print →Select report → ExitPlanning Guidelines Setting System Date and/or TimeTask List Setting System Date and/or Time Valid EntriesBacking Up the System PC ProcedureProgramming Instructions Use this procedure to add an extension to the system Adding an ExtensionTask List Adding an Extension Use this procedure to move an extension in your system Moving an ExtensionRemoving 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 Transfer Status Console ProcedureChanging Trunk-to-Trunk Select restriction → Enter → ExitTask List Changing Trunk-to-Trunk Transfer Statuso LED On/Off or Dial ext. no. → Enter → Exit → ExitChanging Coverage Delay Options Ring Delays Affecting Coverage Factory Timer Setting Range DescriptionFactory Timer Setting Range Description Group Cover Unassigned Buttons Unavailable or Available Group Cover AvailableButtons only or Unavailable or QCC queue Unassigned Unavailable or Immediate AvailableTask List Changing Coverage Ring Delays Planning GuidelinesChange the delay for Secondary Cover buttons Change the delay for Primary Cover buttonsProgrammed for Delay Ring change the additional delay Programmed for Delay RingAdding/Removing a Line Adding a DLC Operator Position MLX-20LTask 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 Connecting Auxiliary Equipment For Music On HoldFor Fax Machines For Maintenance AlarmsFor Loudspeaker Paging For the number of seconds 0 to 30 secondsVoice Messaging System and Automated Attendant Task List Connecting Auxiliary EquipmentFor fax machines Changing Calling Group Assignments For a voice messaging system and auto attendantRevising Allowed Lists Task List Changing Calling Group AssignmentsPlanning Guidelines Assigning Allowed Lists to Extensions Task List Revising Allowed ListsRevising Disallowed Lists Task List Assigning Allowed Lists to Telephones6Merlin Legend Communications System Release Valid Entries Assigning Disallowed Lists to Extensions Task List Changing Disallowed ListsChanging Group Coverage Assignments Task List Assigning Disallowed Lists to ExtensionsPlanning Guidelines Revising Night Service With Group Assignment Task List Changing Group Coverage AssignmentsTask List Revising Night Service with Group Assignment Extension numbers Line/trunk numbersRevising Night Service with Coverage Control Task List Revising Night Service with Coverage Control To program on the system programming console Changing Extension Directory LabelsProgramming Instructions 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 Changing Calling Group Labels Task List Changing Calling Group LabelsChanging System Directory Labels Task List 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 Task List Adding a CTI Link One, see ‘Removing‘ a CTI Link’’ onRemoving a CTI Link Task List Removing a CTI LinkConsole Procedure AuxEquip→CTI Link→Extension→Delete→ Exit→ Issue Learning More GuidesOrdering and Availability System Reference GuidesCommon Elements Using System ProgrammingAspects of the system Feature Reference Contents and Organization EntriesAppendixes Special ToolsSystem 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 Group Features and Buttons System Programming, Appendix HSetting up operator positions Changing the delay before a call coming to aFeature Setting up or changing the following calling 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 Lines and Trunks Feature Reference. See AutomaticFeature Reference. See Pools ChapterTroubleshooting 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 LightsPossible Cause 5 The telephones may be defective Difficulty Making Outside Calls SECURITYlALERT SECURITYlALERT Phone Does Not Ring Possible Cause 2 The Do Not Disturb feature is turned onPossible Cause 3 The Forward feature is turned on 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 Possible Cause 2 The Position Busy feature is turned on QCC Console Not Ringing For Incoming CallsSingle-Line Phones Ring Back after Completed Call Cannot Transfer Call after Answer on an Outside Line Possible Cause 2 The telephone may be defectiveNight 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 workingCallers Getting Incorrect Response From Voice Mail Possible Cause 1 The system time may be set incorrectlyCalls Not Going to Coverage Programmed Button Fails Trouble Hearing Called PartyPossible Cause 2 The telephone handset may be defective Reminder Messages Received with the Wrong Time Possible Cause The system time may be set incorrectlyRecall/Switchhook Does Not Work Possible Cause 1 The Recall timer may be set incorrectlyCalling Group Members Not Receiving Calls Calls Not Receiving Screen Pop What to do Check the CTI link Calling Group Overflow Calls Not Receiving Screen PopPossible Cause 5 The CTI link is not working 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 Customer Support InformationA Support Telephone NumberFCC Notification Repair Information Installation Operational Procedures Merlin Legend Communications System Release DOC Notification Repair Information DOC Certification No 4095A CSA Certification No. LR Load NoMerlin Legend Communications System Release 56260 Ne dépasseSecurity 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 UsersDetecting Toll Fraud Educating OperatorsEstablishing a Policy Other Security Hints Physical Security Choosing PasswordsLimiting Outcalling Limited Warranty Limitation of Liability Remote Administration Maintenance Limitation of LiabilityA-21 A-22 About TelecommunicationsB Telephone Extension EquipmentAbout 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 TransmissionTelephone Numbering Plans B-10 System Capacities Table C-1. Hardware and Software Capacities Limit Constraining FactorTable C-1 Limit Constraining Factor MLXSystem Capacities C-4 System Capacities C-5 Table C-1 Constraining FactorsCalling Groups System Operator Consoles Coverage GroupsFax Machines with Message Waiting 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 Removing the Control Unit Housing To remove the control unit housing, see Figure E-1Installing the Control Unit Housing Installing the Top CoverFigure E-2. Installing the Top Cover Top cover Empty moduleInstalling the Front Cover Figure E-3. Installing the Front CoverIndex Star codes, 6-70 to 6-71, 6-73 to 6-74 Analog facilitiesIN-2 Star codes, 6-70 to 6-71, 6-73 to 6-74 Calling supervisor Index IN-3IN-4 Merlin Legend Communications System Release IN-6 Operator, 4-26 to 4-27, 4-29 to 4-31 overview Index IN-7IN-8 Types, 3-26 to 3-27, 3-28 to 3-29 Idle states IN-9Overview, 2-21,3-5 to Index IN-12 Types, 6-5 to Prime lines, 2-17,3-28 to 3-29,4-33Features, 3-30 to 3-31, 8-12 to 8-13 overview Types, 3-27 to 3-28 SecurityApplications, 2-22 to 2-24,4-55 to Role, 1-3 to Using, 7-7 to Forms, 1-4 toIN-18 IN-19 IN-20