Lucent Technologies 5 manual Merlin Legend Communications System Release

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 5-29

Order-takers and customer service staffers use a different T1 facility, which is programmed for the PRI access arrangement. This provides call routing by dial plan for DID-like functionality and allows them to take advantage of Caller ID services that the company subscribes to from network service providers. The Caller ID service provides incoming caller information for customer calls arriving on the customer 800 line. Calling party information is used as a customer key field in the company’s customer database, and allows their CTI link worktop software applications to bring up customer information as calls come in.

MERLIN LEGEND Reporter (Release 4.2 and later systems only) collects call information from the SMDR jack at the headquarters location.

In addition, each location has one 408 GS/LS line/trunk and extension module. Loudspeaker paging and Music on Hold connect to this module.

■Extension Modules. The headquarters system uses six 008 MLX extension modules to connect MLX telephones and digital equipment; the West coast office uses five 008 MLX extension modules for the same purpose. One MLX port is used to connect the company’s CTI link hardware, which also links to a LAN server running Novell NetWare software. Each control unit includes a 016 tip/ring extension module (Release 4.0 and later) for connecting modems, fax/modems, analog fax machines, and automated answering applications.

■Common Equipment. LANs equipped with shared modems and fax modems serve the data communications needs of many employees at both sites. They also share common-area fax machines, both high-speed digital Group IV and analog devices.

■General Extension Equipment. Each extension includes an MLX telephone; single-line telephones are available for use in reception areas. Most extensions include a PC or terminal connected to a LAN, sharing modems. Many extensions also include ISDN terminal adapters for high-speed data communications.

■Intuity CONVERSANT. This application includes a voice-response unit, installed at headquarters, that answers and routes calls that come into the company’s main numbers. The application connects to the 016 tip/ring extension module.

■Intuity AUDIX. This application supplies voice messaging services at both locations, also connecting to 016 tip/ring modules.

Other system equipment includes Uninterruptible Power Supplies (UPSs) to supply backup power in the event of a commercial power failure.