Individual Needs | Lucent Technologies 5 specification

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

5Putting the System to Work

Scenario 3: A Dual-Location Company		Page 5-27
Table 5–8.	Continued
Work Group	Needs

Order-Takers and

Customer Service

Personnel

continued

Stringent calling restrictions for all agents except those allowed to use WATS services.

Ability for callers to fax or email orders

	Order-Takers’ and	Ability to monitor and control the order agents’ calls (for example, to
	Customer Service	know who is available) and immediately see if too many callers are
	Supervisor	waiting. When a caller has waited a certain length of time (Release
		4.0 and later systems only), the call should go to an overflow receiver.
		The supervisor makes sure that enough agents are available and that
		callers are not waiting too long, either for agents or overflow
		receiver(s). When a caller hangs up without speaking to a company
		representative, the supervisor must be able to call the customer back
		promptly.
	Sales Support Staff	Barrier code (password) access for remote callers, to help avoid toll
		fraud by hackers
	Field Sales	Ability for field representatives to have calls forwarded from the West
	Representatives	coast site to their off-site telephones
	Factory and	Ability to be summoned by loudspeaker when necessary
	Warehouse	Ability to hear an extra alert when a call arrives in some noisier areas
	Personnel
	Personnel
		Calling restrictions

Individual Needs

5

Table 5–9 describes the individual needs of certain staff members.

Table 5–9. Individual Needs

Staff Members	Needs
Executive Managers	Ability to make unrestricted calls from any extension
	Screening and coverage of all calls, by secretary during normal
	hours and by voice mail after hours
	Ability to work or confer without being disturbed, even by secretary
Executive Secretaries	Ability to receive bosses’ calls directly, without those calls going
	through an operator/receptionist
	Call-covering by other secretary or voice mail when unavailable

Continued on next page

Image 207

Lucent Technologies 5 manual Individual Needs, Describes the individual needs of certain staff members

Contents

Merlin Legend Your Responsibility for Your System’s Security Contents System Components Learning More About Telecommunications Index June Important Safety Instructions Issue Coverage Timers Programmed for Individual Extensions Night Service with Coverage ControlRelease 4.1 Enhancements Forward on Busy Night Service Group Line Assignment Release 4.2 Enhancements Merlin Legend Reporter Computer Telephony Integration CTI Maintenance Enhancements Change to Permanent Error AlarmRelease 5.0 Enhancements Enhanced Extension Information Report Screen Pop Basic Call Control HotLine Feature Delay Announcement Devices Group Calling EnhancementsMost Idle Hunt Type Enhanced Calls-in-Queue Alarm Thresholds MLX-5 and MLX-5D Telephones Release 3.1 Enhancements Call Restriction Checking for Star CodesTrunk-to-Trunk Transfer Set for Each Extension Default Facility Restriction Level FRL for VMI Ports Programmable Second Dial Tone TimerDefault Pool Dial-Out Code Restriction for All Extensions Default Outward Restrictions for VMI Ports Release 4.0 Enhancements Default for the Default Local Table Downloadable Firmware for NI-BRI Modules Support for T1 Switched Digital Data TransmissionForwarding Delay Option 016 Tip/Ring Module Single-Line Telephone Enhancements Seven-Digit Password for SPMVoice Announce on Queued Call Console QCC Time-Based Option for Overflow on Calling Group Merlin Legend Communications System Release Intended Audience How to Use This Book Terms and Conventions Used Lines, Trunks, and FacilitiesOld New Example Purpose Product Safety LabelsSecurity Typographical Conventions Telephone User Support Related DocumentsDocument No Title System Documents How to Comment on This Book Miscellaneous User SupportDocumentation 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 Power-Failure Transfer Telephones Modules Supporting Lines/Trunks100D 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 Telephone Requires two analog multiline extension jacks Analog Multiline TelephonesAnalog Multiline Telephones Model Description Analog multiline phone, fax machine, and copier Single-Line Telephones Line Buttons on Multiline 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 Maximum Queued Call ConsolesQCC Buttons Maximum Number of System Operator Positions Issue MLX DLC Direct-Line Consoles System Adapters Adapters Telephone Adapters Multi-Function ModuleAdapters described below connect adjuncts to telephones Adjuncts General Purpose AdapterSystem Adjuncts Date Time Called Number Station Message Detail Recording Printer Fax Machines System Programming and Maintenance PCLoudspeaker Paging Systems Dial Dictation Telephone Adjuncts Delay AnnouncementsHeadsets Door Phone One-Touch Operation MLX and Analog Multiline Telephones Message-Waiting IndicatorHeadpieces Manual Operation Analog Multiline Telephones Only Data Communications Adjuncts Additional Telephone Adjuncts Passive Bus Videoconferencing Systems Is a summary of the adjuncts Ascend Pipeline 25-Px Access Device Ascend Pipeline 25-Px Alerts ACAlerts DC Answer/Record Machine Direct Station Selector DSS Group Calling DelayHeadsets and Adapters Dial Dictation Power Accessories Power-Related Hardware Protection Accessories System Auxiliary PowerBattery Backup Power Telephone Power Units 146A and 147A Surge Protectors System AlarmsIn-Range Out-of-Building Protection Off-Premises Range Extender Power-Failure Transfer Telephone Trouble AlarmPower-Failure Alarm Power-Failure did Busy-Out June Features Features and Applications Feature Finders Issue Basic Calling and Answering Feature Finder Basic Calling and Answering Type Considerations Feature Name AnsweringAnswering calls Conferencing and joining Calls Basic Calling Type Dialing and calling T1 Switched Service Automatic Route Selection Night ServiceAuthorization Codes Long-distance service Primary Rate Interface 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 Covering others’ calls Feature Finder Covering Calls and Having Calls CoveredConsiderations Feature Name Calls Covered Covering Calls and Having Type Have all your calls covered By a co-worker Have your calls ring UserCNT used for Coverage Immediately at your Reference Calling Privileges and Restrictions See System Feature Finder Calling Privileges and Restrictions TypeConsiderations Feature Name Restrictions Preventing people from Making calls Allow people to use their General Night Service Calls outside normal Business hoursCalling Privileges Type Allowing calls Customizing Phones Considerations Feature Name Feature Finder Customizing Phones Type Messaging Feature Finder Messaging Type Leaving messagesReceiving messages Labeling Messaging Type Prog Considerations Feature NameSetting up messaging Change the posted Gener Timekeeping System Manager’s Functions and FeaturesFeature Finder Timekeeping Type Considerations Feature Group activities Feature Finder System Manager’s Functions and FeaturesConsiderations Feature Name Functions and Features System Manager’s Type Speaker button Lines, line buttons Fixed-feature buttons Lines, line buttons, fixed-feature butto MaintenanceConference buttons to Numbering lines and extensions See also SYS items in -1 on System Manager’s Functions and Features TypeSwitchhook, Recall, or Flash button For noisy places turn off User Prevent DLC operators Opera ReportsSecurity Change voice messaging User Often Mgr Detail Recording See that the systemProgramming is backed up Mgr Special Operator and Supervisor Features Set others’ phones to ring at Operator Considerations Feature Name Supervisor FeaturesDLC operators only Reminder Service Certain time as a Calls-In-Queue Alarm Special Operator Type Covering Calls Feature Descriptions Forward and Follow Me Sharing Lines Coverage Pickup Options, see ‘Changing‘ Coverage Delay Options’’ on Coverage Inside off, only Selective Coverage Features Description CommentsDirect Voice Mail Summarizes coverage control options for senders 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 Night Service with Outward Restriction Pool Dial-Out Code 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 Account Codes Automatic Route Selection ARSBarrier codes Applications4 System Management Features ‘Modules‘ Supporting Lines/Trunks’’ on Summary of Applications Applications Link Standalone Call Answering and Voice Mail Packages Category and Name Key H/PBX BS DescriptionStandalone Programming Standalone Call Accounting and Management Applications Telephone Company Services Integrated PackageMulti-use Telephone See ‘Calling‘ Restrictions’’ on Voice Messaging Systems Service or 13. Voice Messaging SystemsApplication Description Power Fax Issue Issue Putting the System to Work Scenario 1 a Small Office Staff NeedsMedical 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 Executive Staff Describes the needs of the executive staffExecutive Staff Needs Staff Member Secretarial Staff Describes the needs of the secretarial staffSecretarial Staff Needs Staff Member Administrative/Support Staff Describes the needs of the administrative/support staffAdministrative/Support Staff Needs Staff Member Other Needs Describes some of the miscellaneous needs of the officeOther 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 General Needs ConnectivityCost-Effective Calling Customer Service Toll Fraud and Calling RestrictionsWork Group Needs Work Group Needs Individual Needs Describes the individual needs of certain staff membersIndividual Needs Staff Members General Merlin Legend Communications System Release Work Groups Merlin Legend Communications System Release Individuals Optimizing Your System Desktop VideoconferencingGroup 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 Select Start Using the Programming ProceduresUsing Detailed Procedures Additional Information Console/Display Instructions Additional Information Using Summary Programming Procedures Types of Programming Introduction to System Programming Information Screens Programming Screens Your system information appears in place Screen title and More indicator Prompt OptionsMenu Selection Screens Data Entry Screens 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 Hear a dial tone Idle States Description ProceduresIdentify extensions with voice signal Single-line telephone users do not Programming from the Console Forced Idle Reminder TonesSystem Programming Console There are two types of console buttons Console Buttons Console Overlay DSS Lights Access to System ProgrammingConsole and DSS Lights Console Lights Display the System Programming menu Display the Menu Mode main menu screenExiting System Programming Select System Programming Programming from a PC with SPM MenuHome See of System Programming If you installed SPM on the hard disk of the PC, go to StepTypes of PC Connections With a Direct Local Connection Press any key to display the SPM Main Menu shown below Appears on the screenTo display the SPM Welcome screen shown below XX = current version of SPM Modem Connections With a Local or Remote Modem Connection Password does not display when you type it Starting Centralized Telephone Programming Centralized Telephone Programming Go to the second screen of the System Programming menu Press MoreSelect Centralized Programming Guidelines for Programming Extensions Select Program Extension Xxxx = extension entered in Step Select the line button where you want to assign the featureSpecify the extension you want to program Save your entry Select Enter 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 Xxxx = extension entered in Step Dial or type nnnn Select Copy ExtensionSave your entry Select Enter Dial or type nnnn Select Enter Copying Line/Trunk Button AssignmentsReturn to the Centralized Programming menu Select Exit Using Reports Did Printing System Programming Reports Printing Smdr Reports More → Print →Select report → Exit PC Procedures To print trunk informationTo print extension information To print all other reports Valid Entries Setting System Date and/or TimeTask List Setting System Date and/or Time Planning Guidelines PC Procedure Backing Up the SystemProgramming 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 Use this procedure to remove an extension Removing an ExtensionTask List Moving an Extension Task List Removing an Extension Programming Instructions Assigning a HotLine Extension Console Procedure Extensions→More→More→HotLine→Dial ext Changing Calling RestrictionsTask List Assigning a HotLine Extension Unrestricted, Outward-restricted, Toll-restricted Select restriction → Enter → Exit Console ProcedureChanging Trunk-to-Trunk Transfer Status 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 QCC queue Unassigned Unavailable or Immediate Available Group Cover AvailableButtons only or Unavailable or Group Cover Unassigned Buttons Unavailable or Available Planning Guidelines Task List Changing Coverage Ring Delays Programmed for Delay Ring Change the delay for Primary Cover buttonsProgrammed for Delay Ring change the additional delay Change the delay for Secondary Cover buttons 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 Operator Features, and 5d, Queued Call Console QCC Task List Adding a QCC Operator Position11. Maximum Number of Operator Positions Programming Instructions Adding Operator Features Task List Adding Operator Features For Music On Hold Connecting Auxiliary Equipment For the number of seconds 0 to 30 seconds For Maintenance AlarmsFor Loudspeaker Paging For Fax Machines Task List Connecting Auxiliary Equipment Voice Messaging System and Automated AttendantFor 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 To program with SPM Changing Extension Directory LabelsProgramming Instructions To program on the system programming console Changing Trunk Labels Task List Changing Extension Directory LabelsEach label can have a maximum of seven characters Console Procedure More→Labeling→LinesTrunks→Dial ext. no.→ Changing Posted Message LabelsTask 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 Telephony Services Network Manager’s Guide Adding a CTI LinkNo. → Issue PC Procedures To print system information Busying-Out and Restoring the MLX ModuleTo 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 Using System Programming Common ElementsAspects 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 Information Finder Features To learn about Check this guide Display Features LabelingBasics Planning and Programming Features Maintenance and TroubleshootingTo learn about Check this guide Programming, , and Feature System ManagementSystem Programming, Extension Features and Buttons Systemwide BasicsSystem Programming, Chapters 3 System Programming, Appendix H Group Features and Buttons Changing the hold timer when operators are Changing the delay before a call coming to aFeature Setting up or changing the following calling Setting up operator positions Allowing QCC operators to make Changing the types of calls assigned to ringAutomatically Assigning a QCC to act as a message center Chapter Feature Reference. See AutomaticFeature Reference. See Pools Lines and Trunks 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 8 The telephone may be defective Possible Cause 2 The Do Not Disturb feature is turned onPossible Cause 3 The Forward feature is turned on Phone Does Not Ring Issue Possible Cause 5 The telephone may be defective Possible Cause 1 The Do Not Disturb feature is turned on DLC Console Not Ringing for Incoming CallsPossible 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 Trouble Hearing Called Party Programmed Button FailsPossible 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 1 The call was not delivered to an SA button Calling Group Overflow Calls Not Receiving Screen PopPossible Cause 5 The CTI link is not working What to do Check the CTI link 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 Educating Operators Detecting Toll FraudEstablishing a Policy Other Security Hints Choosing Passwords Physical SecurityLimiting 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 Constraining Factors Table C-1Calling Groups Ports not achievable simultaneously Coverage GroupsFax Machines with Message Waiting System Operator Consoles Telephones not achievable simultaneously Two-Party ConversationsTime 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