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Lucent Technologies 5 manual Merlin Legend Communications System Release

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MERLIN LEGEND Communications System Release 5.0	Issue 1
System Manager’s Guide 555-650-118	June 1997
8 Troubleshooting the System
Other or Unresolved Problems	Page 8-30

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Lucent Technologies 5 manual Merlin Legend Communications System Release

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 BusyRelease 4.2 Enhancements Merlin Legend Reporter Enhanced Extension Information Report Maintenance Enhancements Change to Permanent Error AlarmRelease 5.0 Enhancements Computer Telephony Integration CTIBasic Call Control Screen PopHotLine 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 Outward Restrictions for VMI Ports Programmable Second Dial Tone TimerDefault Pool Dial-Out Code Restriction for All Extensions Default Facility Restriction Level FRL for VMI PortsDefault for the Default Local Table Release 4.0 Enhancements016 Tip/Ring Module Support for T1 Switched Digital Data TransmissionForwarding Delay Option Downloadable Firmware for NI-BRI ModulesTime-Based Option for Overflow on Calling Group Seven-Digit Password for SPMVoice Announce on Queued Call Console QCC Single-Line Telephone EnhancementsMerlin Legend Communications System Release How to Use This Book Intended AudienceOld New Terms and Conventions UsedLines, Trunks, and Facilities Typographical Conventions Product Safety LabelsSecurity Example PurposeSystem Documents Related DocumentsDocument No Title Telephone User SupportDocumentation for Qualified Technicians How to Comment on This BookMiscellaneous User Support Read This First OverviewUsing This Guide Your Role as System Manager Related GuidesSystem Planning Forms System Manager ResponsibilitiesUpgrading the System Programming as described in ‘Backing‘ Up the System’’ onEnvironmental Requirements About the System Background Telephone Company Central Office Customer Premises Local LoopTelephone Equipment Telephone NetworkIssue Switching Equipment Evolution of SwitchesEvolution of Switches Switching Methods Switching Office HierarchySystem 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 Components2Issue System Components Line/Trunk and Extension Modules GS/LS-MLX ModuleFeatures Applications2Applications Applications Programming the System System CapacitiesAuxiliary Components June 10. Auxiliary System Components Data Communications Capabilities Merlin Legend Communications System Release Control Unit CarriersProcessor Module Pcmcia Memory Card Processor ModulePower Supply Module Power Supply ModuleModules Supporting Extensions Extension JacksTouch-Tone Receivers 016, 012, and 008 OPT Modules100D Module Power-Failure Transfer TelephonesModules Supporting Lines/Trunks Issue Issue Summary Line/Trunk and Extension Modules Supports See ‘100D ‘ BRI Telephones MLX TelephonesIssue MLX-28D MLX-28D TelephoneMLX-20L Telephone MLX-16DP MLX-10D MLX-10D TelephoneVolume Control Fixed-Feature Buttons User Cards and Tray MLX-10MLX-5 Direct Station Selector 10. Direct Station Selector Analog multiline phone, fax machine, and copier Analog Multiline TelephonesAnalog Multiline Telephones Model Description 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 Line Buttons and Special Considerations Behind Switch Mode Switch Mode, see ‘Modes‘ of Operation’’ onOperator Consoles Maximum Number of System Operator Positions Queued Call ConsolesQCC Buttons MaximumIssue Direct-Line Consoles MLX DLCAdapters System AdaptersAdapters described below connect adjuncts to telephones Telephone AdaptersMulti-Function Module System Adjuncts AdjunctsGeneral Purpose Adapter Station Message Detail Recording Printer Date Time Called NumberDial Dictation System Programming and Maintenance PCLoudspeaker Paging Systems Fax MachinesDoor Phone Delay AnnouncementsHeadsets Telephone AdjunctsManual Operation Analog Multiline Telephones Only Message-Waiting IndicatorHeadpieces One-Touch Operation MLX and Analog Multiline TelephonesAdditional Telephone Adjuncts Data Communications AdjunctsVideoconferencing Systems Passive BusAscend Pipeline 25-Px Access Device Is a summary of the adjunctsAnswer/Record Machine Alerts ACAlerts DC Ascend Pipeline 25-PxDial Dictation Group Calling DelayHeadsets and Adapters Direct Station Selector DSSPower-Related Hardware Power AccessoriesTelephone Power Units System Auxiliary PowerBattery Backup Power Protection AccessoriesOff-Premises Range Extender System AlarmsIn-Range Out-of-Building Protection 146A and 147A Surge ProtectorsPower-Failure did Busy-Out Trouble AlarmPower-Failure Alarm Power-Failure Transfer TelephoneJune Features and Applications FeaturesFeature Finders Issue Basic Calling and Answering Answering calls Feature Finder Basic Calling and Answering TypeConsiderations Feature Name Answering Basic Calling Type Conferencing and joining CallsDialing and calling Long-distance service Primary Rate Interface Night ServiceAuthorization Codes T1 Switched Service Automatic Route SelectionPaging Putting a call on holdUsing the system from an Outside phone Transferring callsCovering Calls and Having Calls Covered For more information, see ‘Covering‘ Calls’’ onCovering Calls and Having Type Feature Finder Covering Calls and Having Calls CoveredConsiderations Feature Name Calls Covered Covering others’ callsCNT used for Coverage Immediately at your Have all your calls coveredBy a co-worker Have your calls ring User Calling Privileges and Restrictions ReferencePreventing people from Making calls Feature Finder Calling Privileges and Restrictions TypeConsiderations Feature Name Restrictions See SystemAllowing calls Night Service Calls outside normal Business hoursCalling Privileges Type Allow people to use their GeneralCustomizing Phones Feature Finder Customizing Phones Type Considerations Feature NameMessaging Receiving messages Feature Finder Messaging TypeLeaving messages Change the posted Gener Messaging Type Prog Considerations Feature NameSetting up messaging LabelingConsiderations Feature System Manager’s Functions and FeaturesFeature Finder Timekeeping Type TimekeepingSystem Manager’s Type Feature Finder System Manager’s Functions and FeaturesConsiderations Feature Name Functions and Features Group activitiesLines, line buttons Fixed-feature buttons Speaker buttonConference buttons to Lines, line buttons, fixed-feature buttoMaintenance For noisy places turn off User System Manager’s Functions and Features TypeSwitchhook, Recall, or Flash button 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 Calls-In-Queue Alarm Considerations Feature Name Supervisor FeaturesDLC operators only Reminder Service Certain time as a Set others’ phones to ring at OperatorSpecial Operator Type Feature Descriptions Covering CallsSharing Lines Forward and Follow MePickup CoverageOptions, see ‘Changing‘ Coverage Delay Options’’ on Summarizes coverage control options for senders Selective Coverage Features Description CommentsDirect Voice Mail 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 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 GroupsNight Service Groups See ‘Night‘ Service with Outward Restriction’’ on Other Groups Data CommunicationsRemote Access Barrier codes Account CodesAutomatic Route Selection ARS System Management Features Applications4Summary of Applications ‘Modules‘ Supporting Lines/Trunks’’ onApplications Link Standalone Call Accounting and Management Applications Category and Name Key H/PBX BS DescriptionStandalone Programming Standalone Call Answering and Voice Mail PackagesMulti-use Telephone Telephone Company ServicesIntegrated Package Voice Messaging Systems See ‘Calling‘ Restrictions’’ onApplication 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 PlanIssue 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 EquipmentStaff Member Needs Feature/Application Law Firm Call Coverage and Call-HandlingStaff 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 staffingDual-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 ConversantPassageWay Direct Connection Solution Caller IDIssue Managing the System Using the Task Descriptions Additional Information Using the Programming ProceduresUsing Detailed Procedures Select StartUsing Summary Programming Procedures Console/Display Instructions Additional InformationIntroduction to System Programming Types of ProgrammingProgramming Screens Information ScreensData Entry Screens Screen title and More indicator Prompt OptionsMenu Selection Screens Your system information appears in placeSystem Programming Menu Selected Option Prompt Extension enteredSaving Entries and Moving among Screens System Programming Menu Options DescriptionScreen Keys Display/Key Function Idle States Display/Key FunctionSingle-line telephone users do not Idle States Description ProceduresIdentify extensions with voice signal Hear a dial toneSystem Programming Console Programming from the ConsoleForced Idle Reminder Tones Console Buttons There are two types of console buttonsConsole Overlay Console Lights Access to System ProgrammingConsole and DSS Lights DSS LightsSelect System Programming Display the Menu Mode main menu screenExiting System Programming Display the System Programming menuHome Programming from a PC with SPMMenu With a Direct Local Connection If you installed SPM on the hard disk of the PC, go to StepTypes of PC Connections See of System ProgrammingXX = current version of SPM Appears on the screenTo display the SPM Welcome screen shown below Press any key to display the SPM Main Menu shown belowWith a Local or Remote Modem Connection Modem ConnectionsPassword does not display when you type it Centralized Telephone Programming Starting Centralized Telephone ProgrammingSelect Centralized Programming Go to the second screen of the System Programming menuPress More Guidelines for Programming Extensions Select Program Extension Save your entry Select Enter Select the line button where you want to assign the featureSpecify the extension you want to program Xxxx = extension entered in StepCopying Feature and SA/ICOM Buttons Program the featuresFeatures That Can Be Copied All Telephones Analog Telephones Feature OnlyFeatures That Can Be Copied Direct-Line Consoles Only Select Enter Dial or type nnnn Select Copy ExtensionSave your entry Xxxx = extension entered in Step Dial or type nnnnSelect Exit Copying Line/Trunk Button AssignmentsReturn to the Centralized Programming menu Select EnterUsing Reports Did Printing Smdr Reports Printing System Programming ReportsTo print all other reports PC Procedures To print trunk informationTo print extension information More → Print →Select report → ExitPlanning Guidelines Setting System Date and/or TimeTask List Setting System Date and/or Time Valid EntriesProgramming Instructions PC ProcedureBacking Up the System Use this procedure to add an extension to the system Adding an ExtensionTask List Adding an Extension Use this procedure to move an extension in your system Moving an ExtensionTask 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 Transfer Status Console ProcedureChanging Trunk-to-Trunk Select restriction → Enter → ExitTask List Changing Trunk-to-Trunk Transfer Statuso LED On/Off or Dial ext. no. → Enter → Exit → ExitChanging Coverage Delay Options Ring Delays Affecting Coverage Factory Timer Setting Range DescriptionFactory Timer Setting Range Description Group Cover Unassigned Buttons Unavailable or Available Group Cover AvailableButtons only or Unavailable or QCC queue Unassigned Unavailable or Immediate AvailableTask List Changing Coverage Ring Delays Planning GuidelinesChange the delay for Secondary Cover buttons Change the delay for Primary Cover buttonsProgrammed for Delay Ring change the additional delay Programmed for Delay RingAdding/Removing a Line Adding a DLC Operator Position MLX-20LTask 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 HoldFor Fax Machines For Maintenance AlarmsFor Loudspeaker Paging For the number of seconds 0 to 30 secondsFor fax machines Task List Connecting Auxiliary EquipmentVoice Messaging System and Automated Attendant Changing Calling Group Assignments For a voice messaging system and auto attendantRevising Allowed Lists Task List Changing Calling Group AssignmentsPlanning Guidelines Assigning Allowed Lists to Extensions Task List Revising Allowed ListsRevising Disallowed Lists Task List Assigning Allowed Lists to Telephones6Merlin Legend Communications System Release Valid Entries Assigning Disallowed Lists to Extensions Task List Changing Disallowed ListsChanging Group Coverage Assignments Task List Assigning Disallowed Lists to ExtensionsPlanning Guidelines Revising Night Service With Group Assignment Task List Changing Group Coverage AssignmentsTask List Revising Night Service with Group Assignment Extension numbers Line/trunk numbersRevising Night Service with Coverage Control Task List Revising Night Service with Coverage Control To program on the system programming console Changing Extension Directory LabelsProgramming Instructions 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 Changing Calling Group Labels Task List Changing Calling Group LabelsChanging System Directory Labels Task List 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 Task List Adding a CTI Link One, see ‘Removing‘ a CTI Link’’ onRemoving a CTI Link Task List Removing a CTI LinkConsole Procedure AuxEquip→CTI Link→Extension→Delete→ Exit→ Issue Learning More GuidesOrdering and Availability System Reference GuidesAspects of the system Using System ProgrammingCommon Elements Feature Reference Contents and Organization EntriesAppendixes Special ToolsSystem 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 HSetting up operator positions Changing the delay before a call coming to aFeature Setting up or changing the following calling 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 Lines and Trunks Feature Reference. See AutomaticFeature Reference. See Pools ChapterTroubleshooting 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 LightsPossible Cause 5 The telephones may be defective Difficulty Making Outside Calls SECURITYlALERT SECURITYlALERT Phone Does Not Ring Possible Cause 2 The Do Not Disturb feature is turned onPossible Cause 3 The Forward feature is turned on 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 Possible Cause 2 The Position Busy feature is turned on QCC Console Not Ringing For Incoming CallsSingle-Line Phones Ring Back after Completed Call Cannot Transfer Call after Answer on an Outside Line Possible Cause 2 The telephone may be defectiveNight 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 workingCallers Getting Incorrect Response From Voice Mail Possible Cause 1 The system time may be set incorrectlyCalls 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 incorrectlyRecall/Switchhook Does Not Work Possible Cause 1 The Recall timer may be set incorrectlyCalling Group Members Not Receiving Calls Calls Not Receiving Screen Pop What to do Check the CTI link Calling Group Overflow Calls Not Receiving Screen PopPossible Cause 5 The CTI link is not working 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 Customer Support InformationA Support Telephone NumberFCC Notification Repair Information Installation Operational Procedures Merlin Legend Communications System Release DOC Notification Repair Information DOC Certification No 4095A CSA Certification No. LR Load NoMerlin Legend Communications System Release 56260 Ne dépasseSecurity 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 UsersEstablishing a Policy Educating OperatorsDetecting Toll Fraud Other Security Hints Limiting Outcalling Choosing PasswordsPhysical Security Limited Warranty Limitation of Liability Remote Administration Maintenance Limitation of LiabilityA-21 A-22 About TelecommunicationsB Telephone Extension EquipmentAbout 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 TransmissionTelephone Numbering Plans B-10 System Capacities Table C-1. Hardware and Software Capacities Limit Constraining FactorTable C-1 Limit Constraining Factor MLXSystem Capacities C-4 System Capacities C-5 Calling Groups Constraining FactorsTable C-1 System Operator Consoles Coverage GroupsFax Machines with Message Waiting 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 Removing the Control Unit Housing To remove the control unit housing, see Figure E-1Installing the Control Unit Housing Installing the Top CoverFigure E-2. Installing the Top Cover Top cover Empty moduleInstalling the Front Cover Figure E-3. Installing the Front CoverIndex Star codes, 6-70 to 6-71, 6-73 to 6-74 Analog facilitiesIN-2 Star codes, 6-70 to 6-71, 6-73 to 6-74 Calling supervisor Index IN-3IN-4 Merlin Legend Communications System Release IN-6 Operator, 4-26 to 4-27, 4-29 to 4-31 overview Index IN-7IN-8 Types, 3-26 to 3-27, 3-28 to 3-29 Idle states IN-9Overview, 2-21,3-5 to Index IN-12 Types, 6-5 to Prime lines, 2-17,3-28 to 3-29,4-33Features, 3-30 to 3-31, 8-12 to 8-13 overview Types, 3-27 to 3-28 SecurityApplications, 2-22 to 2-24,4-55 to Role, 1-3 to Using, 7-7 to Forms, 1-4 toIN-18 IN-19 IN-20