Customer Service, Work Group Needs | Lucent Technologies 5 manual

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 3: A Dual-Location Company	Page 5-25

To simplify cost accounting and make outcalling more cost-effective, field representatives access the West coast system remotely, then use the system to dial out to customers or make tie-trunk calls to headquarters.

Customer Service

5

The company wants customers to receive prompt, courteous attention when they must speak to an order-taker or customer service representative. The staff works closely together to ensure that agents understand how to use the communications systems effectively to provide the best possible service. Managers must ensure that staffing levels and communications facilities respond to customer needs during both peak and off-peak call-in times.

Toll Fraud and Calling Restrictions

5

The company must keep tight control of telecommunications costs and prevent toll fraud by hackers attempting to access their system remotely and then dial out from it. When a new product is released, the company brings in temporary order-taking agents, and this also presents a toll-fraud risk.

Work Group Needs

5

Several groups of people work together and interact with customers and co-workers in similar ways. Some of them also have individual needs.

Table 5–8 outlines the needs of work groups.

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Lucent Technologies 5 manual Customer Service, Toll Fraud and Calling Restrictions, Work Group Needs

Contents

Merlin Legend Your Responsibility for Your System’s Security Contents System Components Learning More About Telecommunications Index June Important Safety Instructions Issue Night Service with Coverage Control Coverage Timers Programmed for Individual ExtensionsRelease 4.1 Enhancements Forward on Busy Night Service Group Line Assignment Release 4.2 Enhancements Merlin Legend Reporter Release 5.0 Enhancements Maintenance Enhancements Change to Permanent Error AlarmEnhanced Extension Information Report Computer Telephony Integration CTI Screen Pop Basic Call Control 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 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 Ports Release 4.0 Enhancements Default for the Default Local Table Forwarding Delay Option Support for T1 Switched Digital Data Transmission016 Tip/Ring Module Downloadable Firmware for NI-BRI Modules Voice Announce on Queued Call Console QCC Seven-Digit Password for SPMTime-Based Option for Overflow on Calling Group Single-Line Telephone Enhancements Merlin Legend Communications System Release Intended Audience How to Use This Book Lines, Trunks, and Facilities Terms and Conventions UsedOld New Security Product Safety LabelsTypographical Conventions Example Purpose Document No Title Related DocumentsSystem Documents Telephone User Support Miscellaneous User Support How to Comment on This BookDocumentation for Qualified Technicians Overview Read This First Using This Guide Related Guides Your Role as System Manager System Manager Responsibilities System Planning Forms Programming as described in ‘Backing‘ Up the System’’ on Upgrading the System Environmental Requirements About the System Background Local Loop Telephone Company Central Office Customer Premises Telephone Network Telephone Equipment Issue Evolution of Switches Switching Equipment Evolution of Switches Switching Office Hierarchy Switching Methods System 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 Mode Issue System Components GS/LS-MLX Module Line/Trunk and Extension Modules Applications2 Features Applications Applications System Capacities Programming the System Auxiliary Components June 10. Auxiliary System Components Data Communications Capabilities Merlin Legend Communications System Release Carriers Control Unit Processor Module Processor Module Pcmcia Memory Card Power Supply Module Power Supply Module Extension Jacks Modules Supporting Extensions 016, 012, and 008 OPT Modules Touch-Tone Receivers Modules Supporting Lines/Trunks Power-Failure Transfer Telephones100D Module Issue Issue Summary Line/Trunk and Extension Modules Supports See ‘100D ‘ BRI MLX Telephones Telephones Issue MLX-28D Telephone MLX-28D MLX-20L Telephone MLX-16DP MLX-10D Telephone MLX-10D MLX-10 Volume Control Fixed-Feature Buttons User Cards and Tray MLX-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 jacks Line Buttons on Multiline Telephones Single-Line TelephonesSingle-Line Telephones Model Description Key Mode Line Buttons Line Buttons in Hybrid/PBX Mode Switch Mode, see ‘Modes‘ of Operation’’ on Line Buttons and Special Considerations Behind Switch Mode Operator Consoles QCC Buttons Queued Call ConsolesMaximum Number of System Operator Positions Maximum Issue MLX DLC Direct-Line Consoles System Adapters Adapters Multi-Function Module Telephone AdaptersAdapters described below connect adjuncts to telephones General Purpose Adapter AdjunctsSystem Adjuncts Date Time Called Number Station Message Detail Recording Printer Loudspeaker Paging Systems System Programming and Maintenance PCDial Dictation Fax Machines Headsets Delay AnnouncementsDoor Phone Telephone Adjuncts Headpieces Message-Waiting IndicatorManual Operation Analog Multiline Telephones Only One-Touch Operation MLX and Analog Multiline Telephones Data Communications Adjuncts Additional Telephone Adjuncts Passive Bus Videoconferencing Systems Is a summary of the adjuncts Ascend Pipeline 25-Px Access Device Alerts DC Alerts ACAnswer/Record Machine Ascend Pipeline 25-Px Headsets and Adapters Group Calling DelayDial Dictation Direct Station Selector DSS Power Accessories Power-Related Hardware Battery Backup Power System Auxiliary PowerTelephone Power Units Protection Accessories In-Range Out-of-Building Protection System AlarmsOff-Premises Range Extender 146A and 147A Surge Protectors Power-Failure Alarm Trouble AlarmPower-Failure did Busy-Out Power-Failure Transfer Telephone June Features Features and Applications Feature Finders Issue Basic Calling and Answering Considerations Feature Name Answering Feature Finder Basic Calling and Answering TypeAnswering calls Conferencing and joining Calls Basic Calling Type Dialing and calling Authorization Codes Night ServiceLong-distance service Primary Rate Interface T1 Switched Service Automatic Route Selection Putting a call on hold Paging Transferring calls Using the system from an Outside phone For more information, see ‘Covering‘ Calls’’ on Covering Calls and Having Calls Covered Considerations Feature Name Calls Covered Feature Finder Covering Calls and Having 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 Reference Calling Privileges and Restrictions Considerations Feature Name Restrictions Feature Finder Calling Privileges and Restrictions TypePreventing people from Making calls See System Calling Privileges Type Night Service Calls outside normal Business hoursAllowing calls Allow people to use their General Customizing Phones Considerations Feature Name Feature Finder Customizing Phones Type Messaging Leaving messages Feature Finder Messaging TypeReceiving messages Setting up messaging Messaging Type Prog Considerations Feature NameChange the posted Gener Labeling Feature Finder Timekeeping Type System Manager’s Functions and FeaturesConsiderations Feature Timekeeping Considerations Feature Name Functions and Features Feature Finder System Manager’s Functions and FeaturesSystem Manager’s Type Group activities Speaker button Lines, line buttons Fixed-feature buttons Maintenance Lines, line buttons, fixed-feature buttoConference buttons to Switchhook, Recall, or Flash button System Manager’s Functions and Features TypeFor noisy places turn off User Numbering lines and extensions See also SYS items in -1 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 DLC operators only Reminder Service Certain time as a Considerations Feature Name Supervisor FeaturesCalls-In-Queue Alarm Set others’ phones to ring at Operator Special Operator Type Covering Calls Feature Descriptions Forward and Follow Me Sharing Lines Coverage Pickup Options, see ‘Changing‘ Coverage Delay Options’’ on Direct Voice Mail Selective Coverage Features Description CommentsSummarizes 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, see , ‘Managing‘ the System’’ Allowed/Disallowed Lists Pool Dial-Out Code Restriction Night Service with Outward RestrictionFacility Restriction Levels FRLs Only Yes Authorization Codes Security Dialing Features Calling Groups Group Features Night Service Groups See ‘Night‘ Service with Outward Restriction’’ on Data Communications Other Groups Remote Access Automatic Route Selection ARS Account CodesBarrier codes Applications4 System Management Features ‘Modules‘ Supporting Lines/Trunks’’ on Summary of Applications Applications Link Standalone Programming Category and Name Key H/PBX BS DescriptionStandalone Call Accounting and Management Applications Standalone Call Answering and Voice Mail Packages Integrated Package Telephone Company ServicesMulti-use Telephone See ‘Calling‘ Restrictions’’ on Voice Messaging Systems 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 Medical Office Floor Plan System Description 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 Law Firm Equipment Call Coverage and Call-Handling Law Firm Call Coverage and Call-Handling Staff Member Needs Feature/Application Staff 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 Company 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 Intuity Conversant System Requirements Caller ID PassageWay Direct Connection Solution Issue Managing the System Using the Task Descriptions Using Detailed Procedures Using the Programming ProceduresAdditional Information Select Start Console/Display Instructions Additional Information Using Summary Programming Procedures Types of Programming Introduction to System Programming Information Screens Programming Screens Menu Selection Screens Screen title and More indicator Prompt OptionsData Entry Screens Your system information appears in place Selected Option Prompt Extension entered System Programming Menu System Programming Menu Options Description Saving Entries and Moving among Screens Screen Keys Display/Key Function Display/Key Function Idle States Identify extensions with voice signal Idle States Description ProceduresSingle-line telephone users do not Hear a dial tone Forced Idle Reminder Tones Programming from the ConsoleSystem Programming Console There are two types of console buttons Console Buttons Console Overlay Console and DSS Lights Access to System ProgrammingConsole Lights DSS Lights Exiting System Programming Display the Menu Mode main menu screenSelect System Programming Display the System Programming menu Menu Programming from a PC with SPMHome Types of PC Connections If you installed SPM on the hard disk of the PC, go to StepWith a Direct Local Connection See of System Programming To 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 below Modem Connections With a Local or Remote Modem Connection Password does not display when you type it Starting Centralized Telephone Programming Centralized Telephone Programming Press More Go to the second screen of the System Programming menuSelect Centralized Programming Guidelines for Programming Extensions Select Program Extension Specify the extension you want to program Select the line button where you want to assign the featureSave your entry Select Enter Xxxx = extension entered in Step Program the features Copying Feature and SA/ICOM Buttons Telephones Feature Only Features That Can Be Copied All Telephones Analog Features 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 nnnn Return to the Centralized Programming menu Copying Line/Trunk Button AssignmentsSelect Exit Select Enter Using Reports Did Printing System Programming Reports Printing Smdr Reports To print extension information PC Procedures To print trunk informationTo print all other reports More → Print →Select report → Exit Task List Setting System Date and/or Time Setting System Date and/or TimePlanning Guidelines Valid Entries Backing Up the System PC ProcedureProgramming Instructions Adding an Extension Use this procedure to add an extension to the system Task List Adding an Extension Moving an Extension Use this procedure to move an extension in your system 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 Changing Trunk-to-Trunk Console ProcedureTransfer Status Select restriction → Enter → Exit LED On/Off or Dial ext. no. → Enter → Exit → Exit Task List Changing Trunk-to-Trunk Transfer Statuso Changing Coverage Delay Options Factory Timer Setting Range Description Ring Delays Affecting Coverage Factory Timer Setting Range Description Buttons only or Unavailable or Group Cover AvailableGroup Cover Unassigned Buttons Unavailable or Available QCC queue Unassigned Unavailable or Immediate Available Planning Guidelines Task List Changing Coverage Ring Delays Programmed for Delay Ring change the additional delay Change the delay for Primary Cover buttonsChange the delay for Secondary Cover buttons Programmed for Delay Ring Adding/Removing a Line MLX-20L Adding a DLC Operator Position 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 For Music On Hold Connecting Auxiliary Equipment For Loudspeaker Paging For Maintenance AlarmsFor Fax Machines For the number of seconds 0 to 30 seconds Voice Messaging System and Automated Attendant Task List Connecting Auxiliary EquipmentFor fax machines For a voice messaging system and auto attendant Changing Calling Group Assignments Task List Changing Calling Group Assignments Revising Allowed Lists Planning Guidelines Task List Revising Allowed Lists Assigning Allowed Lists to Extensions Task List Assigning Allowed Lists to Telephones6 Revising Disallowed Lists Merlin Legend Communications System Release Valid Entries Task List Changing Disallowed Lists Assigning Disallowed Lists to Extensions Task List Assigning Disallowed Lists to Extensions Changing Group Coverage Assignments Planning Guidelines Task List Changing Group Coverage Assignments Revising Night Service With Group Assignment Extension numbers Line/trunk numbers Task List Revising Night Service with Group Assignment Revising 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 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 Task List Changing Calling Group Labels Changing Calling Group Labels Task List Changing System Directory Labels 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 One, see ‘Removing‘ a CTI Link’’ on Task List Adding a CTI Link Task List Removing a CTI Link Removing a CTI Link Console Procedure AuxEquip→CTI Link→Extension→Delete→ Exit→ Issue Guides Learning More System Reference Guides Ordering and Availability Common Elements Using System ProgrammingAspects of the system Feature Reference Entries Contents and Organization Special Tools Appendixes 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 System Programming, Appendix H Group Features and Buttons Feature 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 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 Pools Feature Reference. See AutomaticLines and Trunks Chapter Troubleshooting 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 power Possible 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 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 QCC Console Not Ringing For Incoming Calls Possible Cause 2 The Position Busy feature is turned on Single-Line Phones Ring Back after Completed Call Possible Cause 2 The telephone may be defective Cannot Transfer Call after Answer on an Outside Line Night 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’’ on Possible Cause 1 The system time may be set incorrectly Callers Getting Incorrect Response From Voice Mail Calls Not Going to Coverage Programmed Button Fails Trouble Hearing Called PartyPossible Cause 2 The telephone handset may be defective Possible Cause The system time may be set incorrectly Reminder Messages Received with the Wrong Time Possible Cause 1 The Recall timer may be set incorrectly Recall/Switchhook Does Not Work Calling 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 button Secondary Announcements Not Playing as Programmed 150 Other or Unresolved Problems Merlin Legend Communications System Release Support Telephone Number Customer Support InformationA FCC Notification Repair Information Installation Operational Procedures Merlin Legend Communications System Release DOC Certification No 4095A CSA Certification No. LR Load No DOC Notification Repair Information Merlin Legend Communications System Release Ne dépasse 56260 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 Educating Users Other Security Hints Detecting Toll Fraud Educating OperatorsEstablishing a Policy Other Security Hints Physical Security Choosing PasswordsLimiting Outcalling Limited Warranty Limitation of Liability Limitation of Liability Remote Administration Maintenance A-21 A-22 Telephone Extension Equipment About TelecommunicationsB About Telecommunications Telephone Extension Equipment B-2 Transmission Facilities B-4 Switching Equipment Telephone service see -3 in , ‘About‘ the System’’ Evolution of Switching Offices B-7 Signal Transmission Signaling Telephone Numbering Plans B-10 System Capacities Limit Constraining Factor Table C-1. Hardware and Software Capacities MLX Table C-1 Limit Constraining Factor System Capacities C-4 System Capacities C-5 Table C-1 Constraining FactorsCalling Groups Fax Machines with Message Waiting Coverage GroupsSystem Operator Consoles Ports not achievable simultaneously Two-Party Conversations Telephones not achievable simultaneouslyTime slots System Planning Forms Table D-1 Used for Planning Form No Form Title D-3 To remove the control unit housing, see Figure E-1 Removing the Control Unit Housing Installing the Top Cover Installing the Control Unit Housing Top cover Empty module Figure E-2. Installing the Top Cover Figure E-3. Installing the Front Cover Installing the Front Cover Star codes, 6-70 to 6-71, 6-73 to 6-74 Analog facilities Index IN-2 Index IN-3 Star codes, 6-70 to 6-71, 6-73 to 6-74 Calling supervisor IN-4 Merlin Legend Communications System Release IN-6 Index IN-7 Operator, 4-26 to 4-27, 4-29 to 4-31 overview IN-8 IN-9 Types, 3-26 to 3-27, 3-28 to 3-29 Idle states Overview, 2-21,3-5 to Index IN-12 Prime lines, 2-17,3-28 to 3-29,4-33 Types, 6-5 to Types, 3-27 to 3-28 Security Features, 3-30 to 3-31, 8-12 to 8-13 overview Applications, 2-22 to 2-24,4-55 to Role, 1-3 to Forms, 1-4 to Using, 7-7 to IN-18 IN-19 IN-20