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

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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 5-17
Table 5–6. Law Firm Call Coverage and Call-Handling

Staff Member	Needs	Feature/Application
Partners	Never answer phone calls; all calls	System Access (SA) button(s)
	answered by their executive	programmed for Send Ring
	secretaries.
	If no executive secretary is	Group Coverage to voice messaging
	available, calls can go to voice mail,	system
	if desired.
Partners’	Answer their bosses’ calls when	Shared System Access (SSA)
Executive	their bosses are not available; make	button for each partner’s SA button,
Secretaries	calls on behalf of bosses.	ringing immediately. Each secretary
	If a secretary is not available, one of	has Delay Ring on an SSA button
		that is usually answered by another
	the other executive secretaries
		secretary.
	takes the calls.

		Use screen-pop CTI application for
		identifying outside callers and
		bringing up database information on
		each caller as the calls come in; use
		another CTI application for power
		dialing.
	If no executive secretary is	Coverage to voice messaging
	available, coverage by voice mail.	system application
	Each partner has a separate fax	Intuity AUDIX Fax Attendant
	number, but their faxes all go to a	application and fax mail
	single machine.
	ISDN terminal adapters	No coverage. If ISDN terminal
		adapter is not available, calling party
		gets busy signal.
Associates	If an associate is not available, calls	Each has Individual Coverage,
	answered by associates’ secretaries	secondary (delayed).
	after two rings.
	If no one is available to take calls,	Coverage to voice messaging
	voice mail coverage.	system
	Modems	No coverage; if a modem is not
		available, calling modem gets busy
		signal.

Continued on next page

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Lucent Technologies 5 manual Law Firm Call Coverage and Call-Handling, Staff Member Needs Feature/Application

Contents

Merlin Legend Your Responsibility for Your System’s Security Contents System Components Learning More About Telecommunications Index June Important Safety Instructions Issue Release 4.1 Enhancements Coverage Timers Programmed for Individual ExtensionsNight Service with Coverage Control 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 Most Idle Hunt Type Delay Announcement DevicesGroup Calling Enhancements Enhanced Calls-in-Queue Alarm Thresholds MLX-5 and MLX-5D Telephones Trunk-to-Trunk Transfer Set for Each Extension Release 3.1 EnhancementsCall Restriction Checking for Star Codes 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 BookOld New Terms and Conventions UsedLines, Trunks, and Facilities Security Product Safety LabelsTypographical Conventions Example PurposeDocument No Title Related DocumentsSystem Documents Telephone User SupportDocumentation for Qualified Technicians How to Comment on This BookMiscellaneous User Support 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 Receivers100D Module Power-Failure Transfer TelephonesModules Supporting Lines/Trunks 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 jacksSingle-Line Telephones Model Description Single-Line TelephonesLine Buttons on Multiline Telephones 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 AdaptersAdapters described below connect adjuncts to telephones Telephone AdaptersMulti-Function Module System Adjuncts AdjunctsGeneral Purpose Adapter 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 Answering calls Feature Finder Basic Calling and Answering TypeConsiderations Feature Name Answering 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’ callsCNT used for Coverage Immediately at your Have all your calls coveredBy a co-worker Have your calls ring User 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 Receiving messages Feature Finder Messaging TypeLeaving 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 buttonsConference buttons to Lines, line buttons, fixed-feature buttoMaintenance 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 onSecurity Prevent DLC operators OperaReports Programming is backed up Mgr Change voice messaging UserOften Mgr Detail Recording See that the system 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 ListsFacility Restriction Levels FRLs Night Service with Outward RestrictionPool Dial-Out Code Restriction 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 Barrier codes Account CodesAutomatic Route Selection ARS 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 PackagesMulti-use Telephone Telephone Company ServicesIntegrated Package See ‘Calling‘ Restrictions’’ on Voice Messaging SystemsApplication Description Service or13. Voice Messaging Systems Power Fax Issue Issue Putting the System to Work Medical Office Needs Staff Member Scenario 1 a Small OfficeStaff Needs Staff Member Needs Medical Office Floor Plan System DescriptionIssue Scenario 2 a Professional Office Merlin Legend Communications System Release Law Firm Floor Plan Executive Staff Needs Staff Member Executive StaffDescribes the needs of the executive staff Secretarial Staff Needs Staff Member Secretarial StaffDescribes the needs of the secretarial staff Administrative/Support Staff Needs Staff Member Administrative/Support StaffDescribes the needs of the administrative/support staff Other Needs Extension Other NeedsDescribes some of the miscellaneous needs of the office 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 Cost-Effective Calling General NeedsConnectivity Work Group Needs Customer ServiceToll Fraud and Calling Restrictions Work Group Needs Individual Needs Staff Members Individual NeedsDescribes the individual needs of certain staff members General Merlin Legend Communications System Release Work Groups Merlin Legend Communications System Release Individuals Group Videoconferencing Optimizing Your SystemDesktop 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 toneSystem Programming Console Programming from the ConsoleForced Idle Reminder Tones 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 menuHome Programming from a PC with SPMMenu 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 ProgrammingSelect Centralized Programming Go to the second screen of the System Programming menuPress More 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 EntriesProgramming Instructions PC ProcedureBacking Up the System 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 systemTask List Moving an Extension Use this procedure to remove an extensionRemoving an Extension Task List Removing an Extension Programming Instructions Assigning a HotLine Extension Task List Assigning a HotLine Extension Console Procedure Extensions→More→More→HotLine→Dial extChanging Calling Restrictions 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 11. Maximum Number of Operator Positions Operator Features, and 5d, Queued Call Console QCCTask List Adding a QCC Operator Position 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 secondsFor fax machines Task List Connecting Auxiliary EquipmentVoice Messaging System and Automated Attendant 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 SPMEach label can have a maximum of seven characters Changing Trunk LabelsTask List Changing Extension Directory Labels Task List Changing Trunk Labels Console Procedure More→Labeling→LinesTrunks→Dial ext. no.→Changing Posted Message 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 LabelsNo. → Telephony Services Network Manager’s GuideAdding a CTI Link Issue To save report on disk PC Procedures To print system informationBusying-Out and Restoring the MLX Module 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 AvailabilityAspects of the system Using System ProgrammingCommon Elements 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 Basics Information Finder Features To learn about Check this guideDisplay Features Labeling To learn about Check this guide Planning and Programming FeaturesMaintenance and Troubleshooting System Programming, Programming, , and FeatureSystem Management System Programming, Chapters 3 Extension Features and ButtonsSystemwide Basics 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 areAutomatically Assigning a QCC to act as a message center Allowing QCC operators to makeChanging the types of calls assigned to ring 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 Possible Cause 3 The telephone may be defective Possible Cause 1 The Do Not Disturb feature is turned onDLC Console Not Ringing for Incoming Calls 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 Possible Cause 2 The telephone handset may be defective Trouble Hearing Called PartyProgrammed Button Fails 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 HintsEstablishing a Policy Educating OperatorsDetecting Toll Fraud Other Security Hints Limiting Outcalling Choosing PasswordsPhysical Security 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 Calling Groups Constraining FactorsTable C-1 Fax Machines with Message Waiting Coverage GroupsSystem Operator Consoles Ports not achievable simultaneouslyTime slots Telephones not achievable simultaneouslyTwo-Party Conversations 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