Call Coverage and Call-Handling | Lucent Technologies 5 instruction

MERLIN LEGEND Communications System Release 5.0	Issue 1
System Manager’s Guide 555-650-118	June 1997

5Putting the System to Work

Scenario 2: A Professional Office

Page 5-16

Records/Filing

Conference

Meeting

Bookkeeping

Staff

Room

Room

and Accounting (4)

Lounge

Managing

Junior

Junior

Associate

Associate

Associate

Associate

Office

Partner

Partner

Partner

Manager

DSS

PW

PW

FAX

PW

PW

PW

Main

.

.

Equipment

Asso

Asso

Conference

Partner's

Partner's

Partner's

Room

Sect'y

Sect'y

FAX

Sect'y

Sect'y

Sect'y

PW

PW

PW

Partner's

Partner's

Gen'l

Sect'y

Sect'y

Sect’y

FAX

FAX

Paralegals

Equipment

DSS

(8)

FAX

Operator/ Receptionist

Reception

Area

Senior

Junior

Word

Library

Partner

Partner

Processing

Supplies

Pool (4)

Main Entrance

MLX SINGLE-LINE

TELEPHONETELEPHONE

OPERATORADJUNCT POSITION

COMPUTER	PW PASSAGEWAY
OR DATA TERMINAL	APPLICATION

VIDEOCONFERENCING

EQUIPMENT

Figure 5–3. Law Firm Equipment

Call Coverage and Call-Handling

5

Table 5–6 describes the staff members’ call coverage and call-handling needs and the system features used to handle those needs.

Image 196

Lucent Technologies 5 manual Call Coverage and Call-Handling, Law Firm Equipment

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 Busy Release 4.2 Enhancements Merlin Legend Reporter Maintenance Enhancements Change to Permanent Error Alarm Release 5.0 EnhancementsEnhanced Extension Information Report Computer Telephony Integration CTI Basic Call Control Screen Pop HotLine 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 Programmable Second Dial Tone Timer Default Pool Dial-Out Code Restriction for All ExtensionsDefault 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 Option016 Tip/Ring Module Downloadable Firmware for NI-BRI Modules Seven-Digit Password for SPM Voice Announce on Queued Call Console QCCTime-Based Option for Overflow on Calling Group Single-Line Telephone Enhancements Merlin Legend Communications System Release How to Use This Book Intended Audience Lines, Trunks, and Facilities Terms and Conventions UsedOld New Product Safety Labels SecurityTypographical Conventions Example Purpose Related Documents Document No TitleSystem Documents Telephone User Support Miscellaneous User Support How to Comment on This BookDocumentation 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 Modules Supporting Lines/Trunks Power-Failure Transfer Telephones100D 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 DescriptionAnalog multiline phone, fax machine, and copier Telephone Requires two analog multiline extension jacks Line 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’’ on Operator Consoles Queued Call Consoles QCC ButtonsMaximum Number of System Operator Positions Maximum Issue Direct-Line Consoles MLX DLC Adapters System Adapters Multi-Function Module Telephone AdaptersAdapters described below connect adjuncts to telephones General Purpose Adapter AdjunctsSystem Adjuncts Station Message Detail Recording Printer Date Time Called Number System Programming and Maintenance PC Loudspeaker Paging SystemsDial Dictation Fax Machines Delay Announcements HeadsetsDoor Phone Telephone Adjuncts Message-Waiting Indicator HeadpiecesManual 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 DCAnswer/Record Machine Ascend Pipeline 25-Px Group Calling Delay Headsets and AdaptersDial Dictation Direct Station Selector DSS Power-Related Hardware Power Accessories System Auxiliary Power Battery Backup PowerTelephone Power Units Protection Accessories System Alarms In-Range Out-of-Building ProtectionOff-Premises Range Extender 146A and 147A Surge Protectors Trouble Alarm Power-Failure AlarmPower-Failure did Busy-Out Power-Failure Transfer Telephone June Features and Applications Features Feature Finders Issue Basic Calling and Answering Considerations Feature Name Answering Feature Finder Basic Calling and Answering TypeAnswering calls Basic Calling Type Conferencing and joining Calls Dialing and calling Night Service Authorization CodesLong-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 CoveredCovering Calls and Having Type Covering others’ calls By a co-worker Have your calls ring User Have all your calls coveredCNT used for Coverage Immediately at your Calling Privileges and Restrictions Reference Feature Finder Calling Privileges and Restrictions Type Considerations Feature Name RestrictionsPreventing people from Making calls See System Night Service Calls outside normal Business hours Calling Privileges TypeAllowing calls Allow people to use their General Customizing Phones Feature Finder Customizing Phones Type Considerations Feature Name Messaging Leaving messages Feature Finder Messaging TypeReceiving messages Messaging Type Prog Considerations Feature Name Setting up messagingChange the posted Gener Labeling System Manager’s Functions and Features Feature Finder Timekeeping TypeConsiderations Feature Timekeeping Feature Finder System Manager’s Functions and Features Considerations Feature Name Functions and FeaturesSystem Manager’s Type Group activities Lines, line buttons Fixed-feature buttons Speaker button Maintenance Lines, line buttons, fixed-feature buttoConference buttons to System Manager’s Functions and Features Type Switchhook, Recall, or Flash buttonFor noisy places turn off User Numbering lines and extensions See also SYS items in -1 on Reports 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 Considerations Feature Name Supervisor Features DLC operators only Reminder Service Certain time as aCalls-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 MailSummarizes 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’’ Pool Dial-Out Code Restriction Night Service with Outward RestrictionFacility 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 Automatic Route Selection ARS Account CodesBarrier codes System Management Features Applications4 Summary of Applications ‘Modules‘ Supporting Lines/Trunks’’ on Applications Link Category and Name Key H/PBX BS Description Standalone ProgrammingStandalone Call Accounting and Management Applications Standalone Call Answering and Voice Mail Packages Integrated Package Telephone Company ServicesMulti-use Telephone Voice Messaging Systems See ‘Calling‘ Restrictions’’ on 13. 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 Plan Issue 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 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 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 Conversant PassageWay Direct Connection Solution Caller ID Issue Managing the System Using the Task Descriptions Using the Programming Procedures Using Detailed ProceduresAdditional 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 ScreensData 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 signalSingle-line telephone users do not Hear a dial tone Forced Idle Reminder Tones Programming from the ConsoleSystem Programming Console Console Buttons There are two types of console buttons Console Overlay Access to System Programming Console and DSS LightsConsole Lights DSS Lights Display the Menu Mode main menu screen Exiting System ProgrammingSelect System Programming Display the System Programming menu Menu Programming from a PC with SPMHome If you installed SPM on the hard disk of the PC, go to Step Types of PC ConnectionsWith a Direct Local Connection See of System Programming Appears on the screen To display the SPM Welcome screen shown belowXX = 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 Press More Go to the second screen of the System Programming menuSelect 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 programSave 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 entrySelect Enter Dial or type nnnn Xxxx = extension entered in Step Dial or type nnnn Copying Line/Trunk Button Assignments Return to the Centralized Programming menuSelect Exit Select Enter Using Reports Did Printing Smdr Reports Printing System Programming Reports PC Procedures To print trunk information To print extension informationTo print all other reports More → Print →Select report → Exit Setting System Date and/or Time Task List Setting System Date and/or TimePlanning Guidelines Valid Entries Backing Up the System PC ProcedureProgramming 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 Removing 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 Console Procedure Changing Trunk-to-TrunkTransfer 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 orGroup 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 delayChange 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 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 Hold For Maintenance Alarms For Loudspeaker PagingFor Fax Machines For the number of seconds 0 to 30 seconds Voice Messaging System and Automated Attendant Task List Connecting Auxiliary EquipmentFor 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 InstructionsTo program on the system programming console To program with SPM Task 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 Labels Changing System Directory Labels Task List Changing System Directory Labels Adding 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’’ 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 Common Elements Using System ProgrammingAspects 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 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 H Changing the delay before a call coming to a Feature Setting up or changing the following callingSetting up operator positions Changing the hold timer when operators are Changing the types of calls assigned to ring Allowing QCC operators to makeAutomatically Assigning a QCC to act as a message center Feature Reference. See Automatic Feature Reference. See PoolsLines 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 onPhone Does Not Ring Possible Cause 8 The telephone may be defective Issue 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 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 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 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 workingWhat 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 Detecting Toll Fraud Educating OperatorsEstablishing a Policy Other Security Hints Physical Security Choosing PasswordsLimiting 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 Table C-1 Constraining FactorsCalling Groups Coverage Groups Fax Machines with Message WaitingSystem Operator Consoles Ports not achievable simultaneously Two-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-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