Law Firm Call Coverage | Lucent Technologies 5 manual

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 5-20
Records/Filing			Conference	Meeting		Bookkeeping				Staff
Records/Filing			Room	Room		and Accounting			Lounge
			Room	Room		and Accounting			Lounge
Managing		Junior		Junior	Associate	Associate	Associate		Associate	Office
Partner		Partner		Partner						Manager
										Manager
				Main			.	.		Equipment
Partner's	Partner's	Partner's		Main		Asso		Asso
				Conference		Asso		Asso
				Room		Sect'y		Sect'y
Sect'y	Sect'y	Sect'y
Partner's	Partner's	Gen'l
Sect'y	Sect'y	Sect’y
			Equipment					Paralegals
			Equipment						(8)
									(8)
				Reception	Operator/ Receptionist
				Area
Senior		Junior					Word
Senior		Junior	Library				Word
Partner		Partner	Library				Processing
Partner		Partner					Processing			Supplies
							Pool			Supplies

Main Entrance

VMS

Figure 5–4. Law Firm Call Coverage

Image 200

Lucent Technologies 5 manual Law Firm Call Coverage

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 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 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 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 Old New Terms and Conventions UsedLines, Trunks, and Facilities Product Safety Labels SecurityTypographical Conventions Example Purpose Related Documents Document No TitleSystem Documents Telephone User Support Documentation for Qualified Technicians How to Comment on This BookMiscellaneous User Support 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 100D Module Power-Failure Transfer TelephonesModules Supporting Lines/Trunks 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 Single-Line Telephones Model Description Single-Line TelephonesLine Buttons on Multiline Telephones 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 Adapters described below connect adjuncts to telephones Telephone AdaptersMulti-Function Module System Adjuncts AdjunctsGeneral Purpose Adapter 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 Answering calls Feature Finder Basic Calling and Answering TypeConsiderations Feature Name Answering 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 CNT used for Coverage Immediately at your Have all your calls coveredBy a co-worker Have your calls ring User 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 Receiving messages Feature Finder Messaging TypeLeaving 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 Conference buttons to Lines, line buttons, fixed-feature buttoMaintenance 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 Security 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 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’’ Facility Restriction Levels FRLs Night Service with Outward RestrictionPool Dial-Out Code Restriction 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 Barrier codes Account CodesAutomatic Route Selection ARS 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 Multi-use Telephone Telephone Company ServicesIntegrated Package Voice Messaging Systems See ‘Calling‘ Restrictions’’ on Application 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 System Description Medical Office Floor Plan Issue 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 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 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 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 System Programming Console Programming from the ConsoleForced Idle Reminder Tones 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 Home Programming from a PC with SPMMenu 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 Select Centralized Programming Go to the second screen of the System Programming menuPress More 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 Programming Instructions PC ProcedureBacking Up the System 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 Task 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 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 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 Connecting Auxiliary Equipment For Music On Hold For Maintenance Alarms For Loudspeaker PagingFor Fax Machines For the number of seconds 0 to 30 seconds For fax machines Task List Connecting Auxiliary EquipmentVoice Messaging System and Automated Attendant 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 Each 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 Changing Calling Group Labels Task List Changing Calling Group Labels Changing System Directory Labels Task List Changing System Directory Labels No. → 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 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 Aspects of the system Using System ProgrammingCommon Elements 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 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 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 Automatically Assigning a QCC to act as a message center Allowing QCC operators to makeChanging the types of calls assigned to ring 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 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 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 Possible Cause 2 The telephone handset may be defective Trouble Hearing Called PartyProgrammed Button Fails 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 Establishing a Policy Educating OperatorsDetecting Toll Fraud Other Security Hints Limiting Outcalling Choosing PasswordsPhysical Security 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 Calling Groups Constraining FactorsTable C-1 Coverage Groups Fax Machines with Message WaitingSystem Operator Consoles Ports not achievable simultaneously Time slots Telephones not achievable simultaneouslyTwo-Party Conversations 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