Contents
Select a Category Below:
System Planning and
Completion of Forms
Configuration and
Programming
Ongoing Maintenance and
Administration
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Introduction
The MERLIN Messaging Online Guide contains detailed information about the MERLIN
Messaging System.
● View and print MERLIN Messaging System Planning Forms.
This section, Getting Started, will walk you through a brief explanation of the conventions
and procedures used in the Online Guide and will help you to use this reference effectively.
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Customized "Paths" through Information/Procedures
The MERLIN Messaging System Online Guide provides three customized "paths" through the
● Ongoing Maintenance and Administration
This content helps you locate and access information based on the tasks you have to perform
with respect to the system.
Each path contains:
● Access to general information about the system.
● Detailed information and step-by-step instructions for completing the tasks specific to
the selected path.
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Navigation
You can move from one topic to another in the Online Guide by activating topic-associated
hypertext links. This can be done from:
● A topic listed in the Contents Panel on the left side of the screen
● The Technology Bar at the bottom of the screen
● Within the topic text
The Contents Panel
The Contents Panel is displayed along the left side of the window. It provides a way for you to
quickly identify and access the information you need to locate. Because it is displayed in a
stationary part of the window (that is, it doesn’t change or move), you can easily locate the topic
you want to view. Note that the arrow pinpoints your current location in the topic listing.
The Technology Bar
The Technology Bar located at the lower right-hand corner of the screen contains a number of
icons. Each icon is responsible for a different navigational action.
Icon
Action
Redisplays the Main menu options in the Contents Panel
Links to the previous topic in the sequence
Takes you to the top of the window
Links to the next topic in the sequence
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An element that triggers a change on an item (usually a graphic) in a Web page when the mouse passes over it. The change usually signifies that the item is a link to related or
additional information.
Pop-Up Windows
The MERLIN Messaging System Online Guide makes use of pop-up windows and mouseovers (through which
your movement of the cursor over a screen object or image initiates another display or activity) or to provide
additional information. Typically, pop-up windows and mouseovers contain material that supplements
information appearing in the main window (for example, a more detailed explanation, a link to a Glossary term, a
field description, etc.).
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The Button Bar
The Button Bar is displayed in a non-scrolling panel across the top of the screen. It provides
access to additional online features and capabilities. To view a feature or access a capability, click
the associated button. Note that in the case of features displayed in pop-up windows (for example,
the Glossary), you must close the window before you can proceed.
Button
Action
Redisplays the Main menu
options in the Contents
Panel
Allows you to search for
information by entering a
key word
Links you to the MERLIN
Messaging System Glossary
Provides access to the
online Help feature
Displays a table containing
Touch Tones and rules
which are valid for all
menus
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Programming Conventions
The procedures for programming the MERLIN Messaging System in this Online Guide use
several conventions to indicate what the steps involve. The conventions are described in the
following table:
Typeface Sample
Meaning
To select this option, press this imprinted button on the
console
GrpCalling
To select this menu option, press the unlabeled display button
next to the option
[nnn]
Enter the variable information in brackets
Press this key on the PC
Press this function key on the PC
+
On the PC, hold down the first key and press the second key
Continuation of procedures
That completes the walk-through of the MERLIN Messaging Online Guide. To begin accessing
information related to your selected path, click one of the topics listed in the Contents Panel.
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Contents
System Planning and Completion of Forms
Getting Started
Introduction
Services and
Features
System Capacities
System
Components
Environmental
Requirements
Programmer
Responsibilities
Personnel
Responsibilities
Features
Call Handling Planning
Completing the MERLIN Messaging System Planning Forms
Appendix A: MERLIN Messaging System Planning Forms
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PCMCIA Slots
The left-most PCMCIA slot houses the 2-Port, 4-Port, 6-Port, 8-Port, 10-Port, or 12-Port PC
Card required for operation of the MERLIN Messaging System.
NOTE: Only the left-most of the two PCMCIA slots can be used. The right-most slot is
reserved for future use.
The 2-Port, 4-Port, 6-Port, 8-Port, 10-Port, or 12-Port PC Card contains:
● Port licensing data that triggers the activation of the appropriate number of voice
messaging ports.
● A Remote Maintenance Device (RMD), used for remote access to diagnostic and
maintenance features of the system.
● Media for performing system backup.
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Introduction
MERLIN Messaging System Release 2 is an embedded voice messaging system housed in a module (circuit
pack) that plugs into the switch's carrier. Release 2 is available in a 2-, 4-, 6-, 8-, 10-, or 12-Port configuration.
Release 1 and 1.1 is available in a 2-, 4-, or 6-Port configuration. For a description of each module component,
move the mouse pointer over the graphic below.
Port Level LEDs:
The port-specific LEDs on the Merlin Messaging faceplate indicate the current status of each
voice messaging port. The possible variations are:
● Not available
● In service and idle
● In service and in use
Note: The port-specific LEDs that correspond to voice messaging ports are in ascending order
(that is, from the bottom up).
RS232 Port:
This is a serial port used for local access to the MERLIN Messaging System via a PC or
laptop computer for report, maintenance and administrative purposes. Access to the
MERLIN Messaging System using the RS-232 port is both login and password protected.
System Status LED:
This LED reflects the status of the MERLIN Messaging System. The LED displays a red,
green or amber light to indicate various stages of system status and readiness (for example,
booting, self-test failure, system upgrade in progress, etc.).
Local Area Network (LAN) Connection:
This port is used to connect the system to a LAN (Release 2 or later).
Port Status LEDs:
The port-specific LEDs on the MERLIN Messaging System faceplate indicate the current
status of each voice messaging port. The possible variations are:
● Not available
● In service and idle
● In service and in use
Note: The port-specific LEDs that correspond to voice messaging ports are in ascending order
(that is, from the bottom up).
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Allows mailbox owners to:
● Record and send messages.
● Listen to messages.
● Forward and reply to messages.
● Record their names or Personal Greetings.
● Activate a Personal Greeting.
● Change their Personal Operators.
● Change their passwords.
● Set up Outcalling (if permission provided).
● Create Personal Group Lists.
● Change Call Answer mode.
● Transfer to another extension.
Allows individuals responsible for programming the MERLIN Messaging System to:
● Administer System Parameters such as System Language mode and System Date
and Time.
● Administer an extension to be either a Mailbox, Fax, Transfer-Only or Automated
Attendant Extension.
● Administer up to four Automated Attendants.
● Administer System Security Options.
● Administer System Group Lists (Release 2 or later).
● Perform a System Backup or System Restore.
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Answers incoming lines and presents callers with a list of options. Based on callers'
resulting input, they may be:
● Transferred to an extension.
● Played an informational announcement.
● Transferred to a voice mailbox.
● Presented with a submenu containing additional options.
The Automated Attendant Service can also detect and route fax calls to a
predetermined fax extension.
Functions as a personal answering machine, allowing a caller to:
● Hear the Personal Greeting recorded by the mailbox owner.
● Switch to the alternate language, if the system is configured in Bilingual mode.
● Leave a voice message, if this capability has been programmed by the mailbox
owner.
● Optionally designate voice message as a priority or private message (Release 2 or
later).
● Transfer to an operator or to another extension.
Provides on-site and remote system serviceability functionality, including:
● Terminal-based reporting
● Trouble/fault isolation
● Backup and Restoration
The MERLIN Messaging System can operate in either Monolingual or Bilingual mode. In
Monolingual mode, all system prompts are played in one of the following languages:
● U.S. English
● Latin American Spanish
● Canadian French
● Brazilian Portuguese (Release 2 or later)
In Milingual mode, the caller can choose to hear prompts in either the Primary or
Secondary language.
Services and Features
For a description of each MERLIN Messaging System service or feature, move the mouse
pointer over the graphic below.
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System Configuration
There is one common module (circuit pack) for all six MERLIN Messaging System
configurations (that is, a 2-port, 4-port, 6-port, 8-port, 10-port, or 12-port configuration). A
2-port, 4-port, 6-port, 8-port, 10-port, or 12-port PC Card, included with each system, contains
the following components:
● Port licensing for the system's port configuration (that is, a 2-port, 4-port, 6-port, 8-port,
10-port, or 12-port configuration)
● Media for backing up and restoring the system
● A 14.4 kbps Remote Maintenance Device (modem) used for remote diagnostics
For Release 1 and 1.1, one common module supports three configurations (that is, a 2-port,
4-port, or 6-port configuration). A 2-port, 4-port, or 6-port PC card is included with each
system.
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Port Assignments
The communications system assigns logical IDs and extensions to each port on the MERLIN
Messaging System module. The first logical ID and extension assigned to the MERLIN Messaging
System module is assigned to Port 1, the second to Port 2, etc. The communications system assigns 12
logical IDs and extensions to the MERLIN Messaging System module.
In Release 2 or later, if a Message-Waiting Light (MWL) update or Outcalling action needs to be
performed, the following ports are used:
● Port 2 on a 2-port system
● Port 4 on a 4-port system
● Ports 5 and 6 on a 6-port system
● Ports 7 and 8 on an 8-port system
● Ports 9 and 10 on a 10-port system
● Ports 11 and 12 on a 12-port system
The Remote Maintenance Device (RMD) is not assigned to a dedicated logical ID and extension.
The following table defines the Port Assignments for the MERLIN Messaging System Release 2 or
later.
Ports
7
System
Configuration
1 2
3
4
5
6
8
9
10
11
12
2-port
V V N/E N/E N/E N/E N/E N/E N/E N/E N/E N/E
4-port
6-port
8-port
10-port
12-port
V V V
V V V
V V V
V V V
V V V
V
V
V
V
V
N/E N/E N/E N/E N/E N/E N/E N/E
V
V
V
V
V
V
V
V
N/E N/E N/E N/E N/E N/E
V
V
V
V
V
V
N/E N/E N/E N/E
V
V
V
V
N/E N/E
V
V
V = Voice
N/E = Not Equipped
In Release 1 or 1.1, if a Message-Waiting Light (MWL) update or Outcalling action needs to be
performed, the following ports are used:
● Port 2 on a 2-port system
● Port 4 on a 4-port system
● Port 6 on a 6-port system
The Remote Maintenance Device (RMD) is assigned to the twelfth logical ID and extension.
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System LEDs
The MERLIN Messaging System module faceplate contains:
● One system status LED
● One LED for each of the voice ports
The color(s) and status (that is, on, off or blinking) of the LEDs provide information regarding the
operation of the MERLIN Messaging System module.
The table below provides a description of the port-level and system status LED display variations.
Display Meaning
Port-Level LEDs
Port not available for use (off)
Port in service and idle (on-hook)
Port in use (off-hook)
System Status LED
System is not powered up or there is a fault condition
System is in a ready state (off-hook; speaking or recording; receiving Touch Tones)
There is a self-test failure or system is out-of-service
There is a self-test failure or system is out-of-service
System software is being upgraded
Hard disk is active
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System Capacities
The following table provides a summary of MERLIN Messaging System capacities.
Lists | User Options |
Feature
Capacity
Factory Settings
System Administration Prompt Language
● U.S. English, Latin American
● U.S. English
Spanish, Canadian French,
Brazilian Portuguese (Release
2 or later)
System Parameters
● System Language
● U.S. English, Latin American
Spanish, Canadian French,
Brazilian Portuguese (Release
2 or later)
● U.S. English
● Language Mode
● Call Answer Service Operator
● General Mailbox Owners
● Maximum Extension Length
● Message Storage
● Monolingual or Bilingual
● 1 maximum
● Monolingual
● Ext. 768
● 10 (total)
● 2 digits
● N/A
● 1 per General Mailbox
● 2, 3 or 4 digits
● 100 hours
Extensions
● Mailbox Extensions
● 200 maximum for any port
● None
configuration
❍ Maximum Number of
❍ 120 messages
❍ N/A
Messages per Mailbox
❍ Mailbox Size
❍ 5 – 180 minutes
(administered per
mailbox)
❍ 20 minutes
❍ Message Length
❍ Mailbox Language
❍ 2 – 60 minutes
(administered per
mailbox)
❍ 4 minutes
❍ U.S. English, Latin
American Spanish,
Canadian French,
❍ System/Primary
Language
Brazilian Portuguese
(Release 2 or later)
❍ Outcalling Permission
❍ On or Off
● 400 maximum
● 10 maximum
❍ Off
● None
● None
● Transfer-Only Extensions
● Automated Attendant
Extensions
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● Fax Extensions
● 4 (One for each Automated
Attendant; Fax Extensions
can be shared by multiple
Automated Attendants)
● None
● General Mailbox
● 4 (one for each Automated
● 9991, 9992, 9993, 9994
Attendant)
Automated Attendants
● Number of Automated
● 4 maximum
● 4
Attendants
● Modes of Operation
● 2 (Day mode and Night
● N/A
mode)
● Submenus
● 99 maximum
● None
● Announcements
● Schedule Controller
● 99 maximum
● None
● Follow Switch mode, Weekly
● Switch Mode
Business Schedule or both
● Main menu Prompts,
Submenu Prompts and
Announcements
● 2 minutes in length maximum
● N/A
for each
● Number of Line Assignments
System Security
● 80 per Messaging System
● N/A
● Minimum Password Length
● Maximum Password Length
● Transfer Restrictions
● 0 –15 digits
● 15 digits
● 6 digits
● 15 digits (fixed)
● On
● On or Off
System Group Lists
● 10 maximum with up to
50 mailbox extensions in
each list
● N/A
User Options
● Outcalling Telephone/Pager
Numbers (administered by
user)
● 5 maximum
● N/A
● Outcalling Cycles
● 1–9
● 3
● Outcalling Interval
● Outcalling Schedule
● Outcalling Activation
● 5 – 99 minutes
● Range is 0000 – 2359
● 15 minutes
● 24 hours
● All messages
● Outcalling for all
messages or priority
messages only
● Personal Greetings (recorded
● 6 maximum
● System Greeting
by user)
● Group Lists (administered by
● 10 maximum with up to 50
● N/A
user)
extensions in each list
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● Personal Operator
● 1 per user
● Call Answer Service
Operator
● Call Answer Mode
● Record mode or
● Record mode
answer-only mode
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System Components
The MERLIN Messaging System module resides in a slot in the communications system carrier.
One common module supports a 2-port, 4-port, 6-port, 8-port, 10-port, or 12-port configuration. (In
Release 1 or 1.1, the module supports a 2-port, 4-port, or 6-port configuration.)
Component
Module
Description
● LEDs
● One LED indicates system status and one LED
for each port indicates port status. See the
MERLIN Messaging System Installation,
Programming, and Troubleshooting Online
Guide for more information about the LEDs.
● RS-232 Serial Port
● Used to directly connect a PC or laptop to the
system.
● Local Area Network
● Used to connect the system to a LAN (Release
(LAN) connection
2 or later).
● PCMCIA Slots
10-port, or 12-port PC card. Only the left-most
slot should be used.
● Touch-Tone Receivers (TTRs)
● Two TTRs serve as communications system
resources (an internal component of the
module).
PC Card
The PC Cards provide:
● Remote Maintenance Device (RMD).
● Media for performing system backup.
2-port, 4-port, 6-port, 8-port, 10-port, or
12-port PC Card
● Port licensing required for the 2-port, 4-port,
6-port, 8-port, 10-port, or 12-port
configuration.
Port LEDs
The port LEDs are single lights which function according to the configuration. For example, in a
2-port configuration, only the LEDs for Port 1 and Port 2 operate while, in an 8-port configuration,
LEDs for Ports 1 through 8 operate.
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Environmental Requirements
For proper operations, the MERLIN Messaging installation site must meet the environmental
requirements described in the table below.
Condition
Requirement
Relative Humidity 15% - 90% non-condensing
Temperature Range 32° F to 122° F (0° C to 50° C)
Air Quality
Dust-free area (preferably in an office environment)
Environment
Power Supply
No exposure to liquids. Avoid areas near drinking fountains, coffee makers, etc.
For the USA, Canada and other countries that use a USA-type outlet (nominal voltage 117
VAC), the communications system must have a 391A3 or newer power supply module
installed in the same carrier in which the MERLIN Messaging System module is installed.
In countries with nominal voltage of 220 VAC, a 391B2 or newer power supply module is
required in the same carrier in which the MERLIN Messaging System module is installed.
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Installer and Programmer Responsibilities
The individual installing and programming the MERLIN Messaging System is responsible for
the following tasks:
● Installing the MERLIN Messaging System module.
● Programming the MERLIN Messaging System module to provide the services specified
by the customer.
● Programming the communications system to support MERLIN Messaging System
operation.
● Reviewing configuration reports to ensure that all system parameters, line assignments,
Automated Attendant menus and Announcements are correct and current.
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System Manager Responsibilities
The System Manager is responsible for performing the following routine maintenance tasks:
● Maintaining Voice Mailboxes, for example:
❍ Adding and deleting voice mailboxes.
❍ Resetting (initializing) voice mailbox passwords when forgotten.
❍ Changing user's mailbox language.
● Maintaining Transfer-Only, Automated Attendant and Fax Extensions.
● Changing Automated Attendant Menus, Announcements and Line Assignments to
reflect changes in line assignment, personnel, company operations or company services.
● Maintaining the Automated Attendant Schedule to assure that the appropriate
Automated Attendant menus and announcements are played in connection with holidays
and temporary company closings or openings.
● Maintaining System Parameters to make system-wide changes (for example, changing
date and time, the Call Answer Service Operator extension or General Mailbox
Owners).
● Maintaining System Security by responding to user inquiries and by taking measures
to prevent toll fraud and to safeguard the contents of mailboxes.
● Performing System Backups periodically or when changes are made to the MERLIN
Messaging System.
● Maintaining Directory Listings to reflect changes in personnel.
● Reviewing Configuration Reports to ensure that all system parameters, line
assignments, Automated Attendant menus and Announcements are current and correct.
General Mailbox Owner(s)
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Call Answer Service (CAS) Operator Responsibilities
● In Automated Attendant Service, the Dial 0/Timeout Action is set to CAS Operator
and:
❍ Caller presses
.
❍ Caller makes no selection.
❍ Caller presses
❍ Caller presses
while using the directory to transfer.
, then
to transfer.
● In Voice Mail Service:
❍ User presses
, then
.
❍ Caller presses
while using the directory to transfer.
● In Call Answer Service:
❍ Caller presses
or
, then
while the greeting is playing and the
extension does not have a Personal Operator.
❍ Mailbox is in Answer-Only mode without a Personal Operator and caller presses
or
, then
during the five-second timeout following the greeting.
❍ Caller presses
or
, then before or after leaving a message in a
mailbox that does not have a Personal Operator.
❍ Caller presses while using the directory to transfer.
The factory setting for the Call Answer Service Operator is 768. It is recommended that you do
not change the factory setting.
General Mailbox Owner(s)
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General Mailbox Owner Responsibilities
A person designated as a General Mailbox Owner is responsible for forwarding messages left
in the General Mailbox to the intended user's mailbox.
Action has been set to "Record a Message in the General Mailbox" and the caller does any of
the following:
● The caller presses
from an Automated Attendant Main menu, Submenu or an
Announcement.
● The caller makes no Touch-Tone response to an Automated Attendant Main menu or
Submenu.
● The caller presses
while using the directory to transfer.
Call Answer Service Operator
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Security Features
The MERLIN Messaging System includes security features to help protect your system from
toll fraud abuse. These features include:
● A Transfer Restriction capability that allows the System Manager to restrict call transfer
destinations only to those extensions administered by the System Manager.
● A Minimum Password Length setting that allows the System Manager to choose a
minimum length for the passwords of users' voice mailboxes. A Minimum Password
Length setting of at least six digits is recommended.
● Password Protection for Mailboxes and the Diagnostic and Maintenance Interface.
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Call Handling Planning
Before you fill out the planning forms for the MERLIN Messaging System, you must decide
which call handling method your system will use.
The MERLIN Messaging System and the communications system can be programmed to work
● Centralized Voice Messaging in a Private Network
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Immediate Call Handling
If you want most incoming calls to be answered by an Automated Attendant with overflow
calls handled by a communications system operator or any other extension, use Immediate Call
Handling. With Immediate Call Handling, Automated Attendant Service answers all incoming
calls and callers hear the Day Main menu or Night Main menu depending on the time of day
and the Automated Attendant Schedule that you specify.
When the MERLIN Messaging System is busy and cannot answer a call, you can arrange for
the call to ring at another extension, such as Direct-Line Console (DLC) or Queued Call
Console (QCC) operator position.
To configure Immediate Call Handling, do the following:
● On the MERLIN Messaging System, assign lines to be answered immediately to the
appropriate MERLIN Messaging Automated Attendant.
● On the communications system, assign the lines you want answered by the Automated
Attendant to the MERLIN Messaging System Calling Group. Program backup Call
Handling as follows:
❍ If you want a DLC or other telephone that is not a QCC to provide backup Call
Handling for the Automated Attendant, assign the lines answered by the
Automated Attendant as Personal Line buttons on the DLC or other telephone and
set the Personal Line buttons to Delay Ring.
❍ If you want a QCC to provide backup for the Automated Attendant, program the
MERLIN Messaging System Calling Group to overflow to the QCC queue and set
the calling overflow thresholds as desired.
● Also, if the communications system uses Night Service, assign the MERLIN Messaging
System Calling Group as a Night Service Receiver for each appropriate Night Service
group.
● Centralized Voice Messaging in a Private Network
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Delayed Call Handling
If you want most incoming calls to be answered by a Direct-Line Console system operator (or
other telephone that is not a Queued Call Console (QCC) system operator position), use
Delayed Call Handling. With Delayed Call Handling, incoming calls ring at a DLC system
operator console (or at other telephones that have a Personal Line button for the line with the
incoming call). If the call is not answered within a certain number of rings, the call is
automatically sent to the MERLIN Messaging System and is answered by the Automated
Attendant Service. Callers hear the Day Main menu or Night Main menu depending on the
time of day and the Automated Attendant Schedule that you specify.
To configure Delayed Call Handling:
● On the communications system, configure the following:
❍ Assign lines for immediate ring on the Direct-Line Console (DLC or other
telephone that is not a Queued Call Console (QCC) system operator position).
❍ Next, select an unused calling group extension with no members (called a
phantom calling group) and assign the lines that you want answered on a delayed
basis by the Automated Attendant Service. Assign the MERLIN Messaging
System Calling Group as the Overflow Coverage receiver for the Delayed Call
Handling Calling Group and program the following Overflow Coverage settings:
■ Set the Time-Based Overflow to the number of seconds that corresponds to
the number of rings that you want the system operator to hear before the
call is sent to the Automated Attendant
■ Set the Number-Based Overflow for the Delayed Call Handling Calling
Group to 99.
● On the MERLIN Messaging System, assign the new Delayed Call Handling Calling
Group extension as an Automated Attendant extension with no phone.
It is not necessary to assign lines to the Automated Attendant in this
configuration.
Note:
● Centralized Voice Messaging in a Private Network
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Night Only Call Handling
If you want incoming calls handled by the MERLIN Messaging System Automated Attendant
only when the communications system is in Night Service, use Night Only Call Handling. You
can use Night Only Call Handling with Immediate Call Handling.
To configure Night Only Call Handling:
● On the communications system, configure the following:
❍ Assign the lines answered by the Automated Attendant Service to the appropriate
Night Service groups.
The lines assigned for Night Only Call Handling treatment should not be
assigned to the MERLIN Messaging System Calling Group.
Note:
❍ Assign the MERLIN Messaging System as the Night Service receiver for all
applicable Night Service groups.
● On the MERLIN Messaging System, assign lines to be answered immediately to the
appropriate MERLIN Messaging Automated Attendant.
● Centralized Voice Messaging in a Private Network
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Fax Call Handling
If you want the Automated Attendant Service to automatically route fax calls to a
communications system fax extension or Fax Calling Group, use Fax Call Handling. With Fax
Call Handling, you can associate an individual fax or fax calling group extension with each
Automated Attendant. When the Automated Attendant detects a fax tone, the MERLIN
Messaging System sends the call to the associated extension.
The sending machine must produce industry-standard (CNG) tones to allow the fax call
to be routed properly.
Note:
Fax Call Handling should be used with Immediate Call Handling only. Fax Call Handling
cannot be used with Delayed Call Handling because the sending machine stops sending the fax
calling (CNG) tone and hangs up after approximately 35 seconds. This may not be enough
time for the call to be directed to the fax machine.
To configure Fax Call Handling:
● On the communications system, configure the following:
❍ Identify the tip/ring jacks used to connect the fax machines. If you want more
than one fax machine extension to be used for each Automated Attendant, create a
Fax Calling Group and assign the fax extensions as members of the group. This
allows calls to be directed to a single extension to be answered by an available fax
machine assigned to the Fax Calling Group.
❍ Identify the extension that will receive the Message-Waiting indication when a
fax is received.
● For each Automated Attendant on the MERLIN Messaging System, designate an
individual fax extension or Fax Calling Group extension as the transfer destination for
calls that the Automated Attendant detects as fax calls.
● Centralized Voice Messaging in a Private Network
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Centralized Voice Messaging in a Private Network
The MERLIN Messaging System can also be used in a Centralized Voice Messaging
configuration in a private network. MERLIN LEGEND Communications Systems (Release 7.0
(and later) and/or MERLIN MAGIX Integrated Systems connected in a private network by
tandem trunks may share a centralized MERLIN Messaging System connected to one of the
MERLIN LEGEND systems, which is then known as the "VMS hub" system. "Remote"
MERLIN LEGEND systems which are directly connected to the "VMS hub" system by
tandem trunks can then share the centralized MERLIN Messaging System.
Coverage and overflow calls using Calling Groups from the VMS hub and any of the remote
systems can be sent to the centralized MERLIN Messaging System. System users retrieving
voice mail can call the same number from any location and be directly connected to the
centralized MERLIN Messaging System. The centralized MERLIN Messaging System updates
Message–Waiting lights across the private network for its subscribers on remote systems.
The following are general guidelines for configuring a centralized MERLIN Messaging
System. For complete details and programming instructions for networked systems, refer to the
Network Reference for the communications system.
● On the communications systems in the private network, configure the following:
❍ The extensions and lines on all networked communications systems should be
numbered unambiguously. For example, on communications system 1, extensions
could be numbered between 1000–1999, on communications system 2, between
2000–2999 and on communications system 3 between 3000–3999, etc. The lines
on communications system 1 could be 1801–1880, on communications system 2
2801–2880; and on communications system 3, 3801–3880.
❍ On the VMS Hub system (where the MERLIN Messaging System module is
physically located), program the communications system for the MERLIN
Messaging System as if it were a stand-alone communications system.
❍ On each remote communications system that will share the MERLIN Messaging
System, program the communications system for the MERLIN Messaging System
as if it were a stand-alone communications system with the following exception:
■ For the MERLIN Messaging System Calling Group, program only one
member — a non–local Uniform Dial Plan (UDP) number that directs calls
to the MERLIN Messaging System Calling Group on the VMS Hub
system.
❍ For Message–Waiting lights to work across private networks, the communications
systems must be connected via PRI, T1–TIE or E&M TIE lines. Also, the Switch
Number must be programmed (refer to the Network Reference for complete
details).
● On the MERLIN Messaging System, configure the following:
❍ Create a mailbox for each local and non–local extension that is to receive Voice
Mail coverage.
❍ Create a transfer–only mailbox for each local and non–local extension as required.
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● Miscellaneous configuration information:
❍ Only the VMS Hub system can put the MERLIN Messaging into open and closed
schedules.
❍ To use Night Only Call Handling, Delayed Call Handling or Immediate Call
Handling, use the configuration and programming instructions for each type; for
the communications system actions, program each of the communications system
in the private network that will share the MERLIN Messaging System using
instructions in the Network Reference.
● Fax Call Handling
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Introduction
This section of the Online Guide has been designed to help you complete each of the MERLIN
Messaging System Planning Forms. Once completed, these forms are used to program the
MERLIN Messaging System.
The material that follows contains:
● Directions for displaying and printing blank copies of each of the Planning Forms.
During the system planning process, you can use the forms that you print to record
information specific to your site.
● Sample completed forms.
● Field-by-field instructions for completing the forms. These instructions include
explanations and recommendations for settings to ensure an optimum system
configuration.
The table on the next page
lists the MERLIN Messaging System Planning Forms and
describes how each is used in the system planning process.
The information that you enter on the MERLIN Messaging System Planning Forms
must be coordinated with certain requirements and specifications of your
communications system. Be sure to obtain a copy of your communications System
Planning Forms before you begin MERLIN Messaging System planning. Use them as
a resource and update them with the MERLIN Messaging System information as
Note:
required.
Related Topic
Overview of the MERLIN Messaging System Planning Forms
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The MERLIN Messaging System Planning Forms
Form
1
Name
Used to:
● Specify the System Programming Prompt
System Parameters
Language
● Define the System Language Mode and
System Language(s)
● View the System Date and Time format
● Indicate the Call Answer Service
Operator extension
● Identify the General Mailbox Owner(s)
● Specify the Maximum Extension Length
2
Extension Administration
● Indicate a type for each extension in the
system
● Indicate the Automated Attendant number
● Indicate the telephone status for an
extension
● Indicate the name for an extension
● Record Directory Listing information for
extensions
● Assign the appropriate characteristics to
each Mailbox extension, including
Mailbox Size and Message Length, if
Outcalling is on or off, and Mailbox
Language
3a
3b
Automated Attendant Schedule
and Fax Assignment
● Specify the Schedule Controller and, if
applicable, the Weekly Business Schedule
for each Automated Attendant
● Indicate the Fax Extension for each
Automated Attendant
Day/Night Main Menu
● Specify the Day/Night Main menu
Selector Codes and Selector Code Action.
● Specify the Day/Night Main menu Dial
0/Time-out Action selections
3c
3d
4
Submenu
● Specify Submenu Selector Codes and
Selector Code Action
Recording Scripts
● Create scripts for Announcements,
Submenus and the Day/Night Main menu
Automated Attendant Line
Assignments
● Indicate which Automated Attendant
should answer each line
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5
6
Security Settings
● Indicate whether Transfer Restrictions
should be turned on or off
● Specify a Minimum Password Length for
users
System Group Lists (Release 2
or later)
● Create up to ten System Group Lists that
allow users to address a message to a
group of mailboxes.
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Form 1: System Parameters
1
Name
Used to:
● Specify the System Programming Prompt
System Parameters
Language
● Define the System Language Mode and
System Language(s)
● View the System Date and Time format
● Indicate the Call Answer Service Operator
extension
● Identify the General Mailbox Owner(s)
● Specify the Maximum Extension Length
The information that you enter on the System Parameters Form is used to program a number of
characteristics that affect the general operation of the system. For example, whether the system
operates in Monolingual or Bilingual mode affects the announcements, prompts and menus that
callers will hear in Voice Mail Service (VMS), Call Answer Service (CAS) and Automated
Attendant Service (AAS).
Related Topics
Access field-by-field instructions for completing the System Parameters Form
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Form 1: System Parameters
| Print a blank System Parameters Form | Access field-by-field instructions for Completing the System
Parameters Form |
Below is a sample of the completed form:
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Form 1: System Parameters
| Print a blank System Parameters Form | View a sample, completed System Parameters Form |
● To view form completion instructions, click in the fields on the form facsimile
below.
● To change a factory setting, cross out the factory setting and fill in the desired
information.
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Form 2: Extension Administration
Form Name
Extension Administration
Used to:
● Indicate a type for each extension in the system
2
● Indicate the Automated Attendant number
● Indicate the phone status for an extension
● Indicate the name for an extension
● Record Directory Listing information for user
extensions
● Assign the appropriate characteristics to each user
Mailbox, including Mailbox Size and Message
Length, if Outcalling is on or off and Mailbox
Language
You must assign a specific extension type and specify other information for each extension
in the MERLIN Messaging System to assure the enforcement of transfer restrictions and to
dictate transfer destinations (for example, to a mailbox or Automated Attendant). There
● Fax
Related Topics
Access field-by-field instructions for completing the Extension Administration Form
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Form 2: Extension Administration
|Print a blank Extension Administration Form | Access field-by-field instructions for completing the
Extension Administration Form |
Below is a sample of the form:
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Form 2: Extension Administration
Administration Form |
● To view form completion instructions, click the fields on the form facsimile below.
● To change a factory setting, cross out the factory setting and fill in the desired
information.
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Planning Form 3: Automated Attendant Planning
| Form 3a | Form 3b | Form 3c | Form 3d |
Form 3a
3a
Name
Used to:
● Specify the Schedule Controller and if
Automated Attendant Schedule
and Fax Assignment
applicable the Weekly Business
Schedule for each Automated
Attendant
● Indicate the Fax Extension for each
Automated Attendant
The Automated Attendant Schedule Options control the Day and Night Service operation of each
Automated Attendant. The Schedule Options are:
● Schedule Controller – Determines which schedule the Automated Attendants follow the
Switch Mode, the Weekly Business Schedule or a combination of both.
● Weekly Business Schedule – If the Schedule Controller is set to follow the Weekly Business
Schedule or to follow both the Switch mode and the Weekly Business Schedule, you must
specify a Weekly Business Schedule.
● Temporary Schedule – Allows the Automated Attendants to operate in temporary closure or
temporary open mode. The Temporary Schedule overrides both the Switch mode and the
Weekly Business Schedule. For each day with a temporary opening or temporary closing
schedule, you specify the start and end time of the special schedule. During other periods of
that day, the Automated Attendant operates in the appropriate mode based on its Scheduler
Controller setting. The Temporary Schedule can be programmed for the current day and/or the
following six days. It can also be canceled anytime before or during the Temporary Schedule.
The Temporary Schedule does not carry over from week to week; it expires at the ending time
you specify on the day for which you created it.
Automated Attendant Service can also detect a fax tone and route the call to a fax machine extension
assigned to the Automated Attendant.
Make a copy of this form for each Automated Attendant.
Related Topics
Assignment Form
| Form 3a | Form 3b | Form 3c | Form 3d |
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Form 3b
3b
Name
Used to:
● Specify the Day/Night Main menu
Day/Night Main Menu
Selector Codes and Selector Code Action.
● Specify the Day/Night Main menu Dial
0/Time–out Action selections
The MERLIN Messaging System supports up to four Automated Attendants. The multiple Automated
Attendant capability is available to accommodate co–located (shared tenant) businesses and/or
businesses that require more than one Automated Attendant. Each Automated Attendant has its own
unique:
● Day menu structure and Night menu structure.
● Day Main menu prompt and Night Main menu prompt.
The MERLIN Messaging Automated Attendant Service answers incoming lines and presents callers
with a list of pre–administered choices (Selector Codes) contained on the Automated Attendant Main
menu. During scheduled or temporary open hours, callers hear the Day Main menu. During scheduled
or temporary closed hours, callers hear the Night Main menu. The Day/Night menu consists of a
recorded prompt listing menu options and the corresponding digit (Selector Code) the caller presses to
select each option. Depending on the Touch–Tone input, the Automated Attendant Service performs
the action (Selector Code Action) specified for the Selector Code:
● Transfer to an extension
● Play another menu of choices (an Automated Attendant Submenu)
● Transfer to a Mailbox
Related Topics
Access field–by–field instructions for completing the Day/Night Main menu Form
| Form 3a | Form 3b | Form 3c | Form 3d |
Form 3c
Form Name
3c Submenu
Used to:
● Specify submenu Selector Codes and Selector Code Action
A submenu is a menu is accessed by the caller from an Automated Attendant Day/Night Main menu
or from another submenu. To program a submenu as a choice on an Automated Attendant Day/Night
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Main menu or submenu, assign Selector Action Code 2 to the Selector Code.
The submenu consists of a recorded prompt listing menu options and the corresponding digit (Selector
Code) the caller presses to select each option. Depending on the Touch–Tone input, the Automated
Attendant Service performs the action (Selector Code Action) specified for the selector code:
● Transfer to an extension
● Play another menu of choices (an Automated Attendant submenu)
● Transfer to a Mailbox
Related Topics
Access field–by–field instructions for completing the submenu Form
| Form 3a | Form 3b | Form 3c | Form 3d |
Form 3d
3d
Name
Used to:
● Create Scripts for announcements, submenus and the
Day/Night Main menu
Recording Scripts
Announcements, submenus and the Day/Night Main menu are part of the Automated Attendant
Service. Scripts are recordings of up to two minutes that can be created and changed by the System
Manager only. If the system is in Bilingual mode, then each script consists of one recording in the
Primary Language and one recording in the Secondary Language.
Once you create the script, you can associate it with an Automated Attendant announcement,
submenu or with a Day/Night Main menu.
● You can record up to 99 scripts.
● Scripts can be up to two minutes in length.
● The same scripts can be used for more than one Day/Night Main menu or submenu and with
more than one Automated Attendant.
Related Topics
Access field–by–field instructions for completing the Recording Scripts Form
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Planning Form 3a: Automated Attendant Schedule and Fax Assignment- Page 1
instructions for completing the Automated Attendant Schedule and Fax Assignment Form |
Below is a sample of the completed form:
| Page 1 | Page 2 | Page 3 | Page 4 |
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Planning Form 3a: Automated Attendant Schedule and Fax Assignment- Page 1
completed Automated Attendant Schedule and Fax Assignment Form |
● To view form completion instructions, click the fields on the form facsimile below.
● To change a factory setting, cross out the factory setting and fill in the desired
information.
| Page 1 | Page 2 | Page 3 | Page 4 |
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Planning Form 3b: Day/Night Main menu
Form |
● To view form completion instructions, click the fields on the form facsimile below.
● To change a factory setting, cross out the factory setting and fill in the desired
information.
| Page 1 | Page 2 | Page 3 | Page 4 |
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Planning Form 3c: Submenu
|Print a blank Submenu Form | View a sample, completed Submenu Form |
● To view form completion instructions, click the fields on the form facsimile below.
● To change a factory setting, cross out the factory setting and fill in the desired
information.
| Page 1 | Page 2 | Page 3 | Page 4 |
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Planning Form 3d: Recording Scripts
|Print a blank Recording Scripts Form | View a sample, completed Recording Scripts Form |
● To view form completion instructions, click the fields on the form facsimile below.
● To change a factory setting, cross out the factory setting and fill in the desired
information.
| Page 1 | Page 2 | Page 3 | Page 4 |
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Planning Form 4: Line Assignments
This form and the information below apply to systems that use multiple Automated
Attendants only. Skip this form if your system uses a single Automated Attendant.
Note:
Form Name
Used to:
4
Automated Attendant Line Assignments Indicate which Automated Attendant should
answer each line
When you are completing this form, the following rules apply:
● If you indicate that a line is to be answered by Automated Attendant 1, no programming is
needed. Your entry is for record purposes only.
● If you indicate that a line is to be answered by Automated Attendant 2, 3 or 4,
programming is needed.
● A line can be assigned to only one Automated Attendant.
● A total of 80 lines can be assigned per MERLIN Messaging System.
● Enter the line numbers for each line connected to the Communications System that you
want answered by an Automated Attendant.
Related Topics
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Planning Form 4: Line Assignment
| Print a blank Line Assignments Form | View a sample, completed Line Assignments Form |
● To view form completion instructions, click the fields on the form facsimile below.
● To change a factory setting, cross out the factory setting and fill in the desired
information.
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Planning Form 5: Security Settings
Form Name
Security Settings
Used to:
● Indicate whether or not Transfer Restrictions should be turned
5
on or off
● Specify a Minimum Password Length for users
The MERLIN Messaging System includes two features designed to enhance system security by reducing the risk
of toll fraud and abuse by unauthorized users. They are:
● Transfer Restrictions
● Minimum Password Length
Related Topics
Access field-by-field instructions for completing the Security Settings Form
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Planning Form 5: Security Settings
|Print a blank Security Settings Form | View a sample, completed Security Settings Form |
● To view form completion instructions, click the fields on the form facsimile below.
● To change a factory setting, cross out the factory setting and fill in the desired
information.
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Planning Form 6: System Group Lists
Form Name
System Group Lists
Used to:
● Create up to ten System Group Lists that allow users to
address a message to a group of mailboxes
6
Up to 50 Mailbox Extensions can be included in each System GroupList. A Mailbox Extension
can be in more than one System Group List.
Related Topics
Access field-by-field instructions for completing the System Group Lists Form
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Appendix A: MERLIN Messaging System Planning Forms
This section of the MERLIN Messaging System Online Guide contains the MERLIN Messaging
System Planning Forms. To view and print these forms, you must have an Adobe Acrobat Reader
plug-in installed on your PC.
After you have installed the Adobe Acrobat Reader plug-in, refer to the following table for
viewing/printing instructions.
If you want to:
View the forms
Action
Planning Form 6: System Group Lists
Print all of the forms
Print a specific form
1. Access the File menu.
2. Select Print All # pages.
Click here to view all forms.
1. Access the File menu.
2. Select Print.
3. Click OK.
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Customer
Planner
Tel.
Order
MERLIN Messaging
Planning Form 1 - System Parameters
System Administration Prompt Language
Language
English
Spanish
French
Portuguese
*
System (Primary) Language
System Language Mode
Language
Mode
1
2
3
4
English
Monolingual
Spanish
French Portuguese*
**
Bilingual
*
Primary Language
English
Spanish
Spanish
French Portuguese
Secondary Language English
French Portuguese*
System Date & Time
Date Format
Time Format
mm=01-12 dd=01-31 yy=99, 00-37
hh=00-23 mm=00-59
mmddyy
hhmm
mm=month dd=day yy=year hh=hour mm=minute
Call Answer Service Operator
Ext.
Ext.
Name
768
General Mailbox Owner
Auto
Attendant
Name
10
AA1
AA2
10
10
10
AA3
AA4
Maximum Extension Length
Maximum Number of Digits
2
4
3
Factory Setting
For Release 2 or later.
*
**
If you choose Bilingual, the initial setting for the Primary Language is U.S. English and
the Secondary Language is Spanish.
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MERLIN Messaging
Planning Form 2 - Extension Administration
Type
Code
1&3
Type
Code 3
only
All
Type Code 1 only
Mailbox
All Type Codes
Type Codes
Mailbox
Language
Msg.
Length
1 English
2 Spanish
3 French
Size
Outcalling
Phone
Yes=9
No=6
Type AA no.
(1-4)
Name
10-Letter Directory Listing
*
On=9
Off=6
5 - 180 min
20 min
2 - 60 min
4 min
(optional)
Ext. Code
(Optional)
4 Portuguese
**
Factory Setting
For Release 1 and 1.1, a 4-letter Directory Listing is available.
For Release 2 or later.
*
**
Letter Key (for directory listing)
Type
Extension Type
Mailbox
Transfer-Only
Automated Attendant
Fax
Code
Capacities
200
400
10
G = 41
H = 42
I = 43
J = 51
K = 52
L = 53
A = 21
B = 22
C = 23
D = 31
E = 32
F = 33
M = 61 T = 81
1
2
3
4
N = 62
O = 63
P = 71
Q = 72
R = 73
S = 74
U = 82
V = 83
W = 91
X = 92
Y = 93
Z = 94
4 (1 per Automated Attendant)
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MERLIN Messaging
Planning Form 3a - Automated Attendant
Schedule & Fax Assignment
Automated Attendant Number (1-4)
Schedule Controller (for Day/Night Service)
Switch Mode
Weekly Business Schedule
Both the Switch Mode and the Weekly Business Schedule
Weekly Business Schedule
Specify a weekly schedule if the Automated Attendant follows the
Weekly Business Schedule or follows both the Switch Mode and the
Weekly Business Schedule. Only enter times if open. For
24-hour open operation, set Open to 0000 and Closed to 2359.
Open
Closed
(hhmm)
Open
or
Closed
(hhmm)
hh=00-23
hh=00-23
Option
Day
mm=00-59
mm=00-59
1
2
3
4
5
6
7
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
9
All Days
FAX Extension:
= Factory Setting
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MERLIN Messaging
Planning Form 3b - Day/Night Main Menu
Day Main Menu
Night Main Menu
Automated Attendant Number (1-4)
Copy this form for each Automated Attendant. Indicate
whether this is for the Day Main Menu or Night Main Menu,
and specify the Automated Attendant number.
Selector Codes
Extension/Mailbox/
Selector
Code
Action
Code
Announcement No./
Submenu No.
Description
1
2
3
4
5
6
7
8
9
5
5
5
5
Key
Action
Code
Action
1
2
3
5
6
Selector Code Transfer
Play a Submenu
Play an Announcement
Direct Extension Transfer
Mailbox Transfer
Dial 0/Timeout Action
Menu
Selection
Day Service
Night Service
0
Call Answer Service
Operator
Call Answer Service
Operator
1
2
3
4
General Mailbox
Disconnect
Transfer to Ext. ____
General Mailbox
Disconnect
Transfer to Ext. ____
Transfer to
Mailbox _____
Transfer to
Mailbox _____
= Factory Setting
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MERLIN Messaging
Planning Form 3c - Submenu
Automated Attendant No. (1-4)
Submenu No. (1-99)
Copy this form for each Submenu. Specify the Submenu number and
Automated Attendant number.
Selector Codes
Extension/Mailbox/
Selector
Code
Action
Code
Announcement No./
Submenu No.
Description
1
2
3
4
5
6
7
8
9
Key
Action
Code
Action
1
2
3
5
6
Selector Code Transfer
Play a Submenu
Play an Announcement
Direct Extension Transfer
Mailbox Transfer
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MERLIN Messaging
Planning Form 3d - Recording Script
Automated Attendant Main Menu:
Automated Attendant Number (1-4)
Day Menu
Night Menu
Submenu
Number (1-99)
Announcement
Number (1-99)
Copy this form for each Day Menu Script, Night Menu Script, Submenu Script
and Announcement. Specify the Announcement Number
Script (for Day/Night Service, Submenus, Announcements)
If your system is set up for bilingual operation, record the message in both the
primary and secondary languages. For Day/Night main Menu only, direct callers
to press *1 to change the language.
Primary Language (maximum length = 2 minutes)
Secondary Language (maximum length = 2 minutes)
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MERLIN Messaging
Planning Form 4 - Automated Attendant Line Assignments
If you are using multiple Automated Attendants, indicate
which Automated Attendant should answer each line.
You can assign a maximum of 80 lines for all Automated
Attendants. Any line not assigned to AA2, AA3 or AA4 will
be handled by AA1.
Line No.
AA1
AA2
AA3
AA4
= Factory Setting
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MERLIN Messaging
Planning Form 5 - Security Settings
Transfer Restrictions
Transfers Restrictions On
Transfer Restrictions Off
SECURITY ALERT:
When Transfer Restrictions is set to On, the MERLIN
Messaging System transfers callers only to those extensions
that have been administered by the System Manager. It is
strongly recommended that you choose the Transfer
Restrictions On option. Choosing the Transfer Restrictions
Off option leaves your system vulnerable to toll fraud by
unauthorized persons.
Minimum Password Length
Length
0-15 digits, 6
SECURITY ALERT:
A minimum password length of at least 6 digits is
strongly recommended. The shorter the minimum
password length, the more vulnerable your system is to
toll fraud by unauthorized persons.
= Factory Setting
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Contents
Installation Configuration and Programming
Programming Conventions
System Overview
Installation
Programming Overview
Preparing the Communications System
Programming the MERLIN Messaging System
Programming the Communications System
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Introduction
The MERLIN Messaging System Online Guide contains detailed information about the
MERLIN Messaging System.
● View and print MERLIN Messaging System Planning Forms.
This section, Getting Started, will walk you through a brief explanation of the conventions
and procedures used in the Online Guide and will help you to use this reference effectively.
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Customized "Paths" through Information/Procedures
The MERLIN Messaging System Online Guide provides three customized "paths" through the
● Ongoing Maintenance and Administration
This content helps you locate and access information based on the tasks you have to perform
with respect to the system.
Each path contains:
● Access to general information about the system.
● Detailed information and step-by-step instructions for completing the tasks specific to
the selected path.
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Navigation
You can move from one topic to another in the Online Guide by activating topic-associated
hypertext links. This can be done from:
● A topic listed in the Contents Panel on the left side of the screen
● The Technology Bar at the bottom of the screen
● Within the topic text
The Contents Panel
The Contents Panel is displayed along the left side of the window. It provides a way for you to
quickly identify and access the information you need to locate. Because it is displayed in a
stationary part of the window (that is, it doesn’t change or move), you can easily locate the topic
you want to view. Note that the arrow pinpoints your current location in the topic listing.
The Technology Bar
The Technology Bar located at the lower right-hand corner of the screen contains a number of
icons. Each icon is responsible for a different navigational action.
Icon
Action
Redisplays the Main menu options in the Contents Panel
Links to the previous topic in the sequence
Takes you to the top of the window
Links to the next topic in the sequence
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An element that triggers a change on an item (usually a graphic) in a Web page when the mouse passes over it. The change usually signifies that the item is a link to related or
additional information.
Pop-Up Windows
The MERLIN Messaging System Online Guide makes use of pop-up windows and mousovers (through which
your movement of the cursor over a screen object or image initiates another display or activity) or to provide
additional information. Typically, pop-up windows and mouseovers contain material that supplements
information appearing in the main window (for example, a more detailed explanation, a link to a Glossary term, a
field description, etc.).
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The Button Bar
The Button Bar is displayed in a non-scrolling panel across the top of the screen. It provides
access to additional online features and capabilities. To view a feature or access a capability, click
the associated button. Note that in the case of features displayed in pop-up windows (for example,
the Glossary), you must close the window before you can proceed.
Button
Action
Redisplays the Main menu
options in the Contents
Panel
Allows you to search for
information by entering a
key word
Links you to the MERLIN
Messaging System Glossary
Provides access to the
online Help feature
Displays a table containing
Touch Tones and rules
which are valid for all
menus
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Programming Conventions
The procedures for programming the MERLIN Messaging System in this Online Guide use
several conventions to indicate what the steps involve. The conventions are described in the
following table:
Typeface Sample
Meaning
To select this option, press this imprinted button on the
console
GrpCalling
To select this menu option, press the unlabeled display button
next to the option
[nnn]
Enter the variable information in brackets
Press this key on the PC
Press this function key on the PC
+
On the PC, hold down the first key and press the second key
Continuation of procedures
That completes the walk-through of the MERLIN Messaging System Online Guide. To begin
accessing information related to your selected path, click one of the topics listed in the Contents
Panel.
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Contents
Installation Configuration and Programming
Getting Started
Introduction
Services and
Features
System Capacities
System
Components
Environmental
Requirements
Programmer
Responsibilities
Personnel
Responsibilities
Features
Installation
Programming Overview
Preparing the Communications System
Programming the MERLIN Messaging System
Programming the Communications System
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PCMCIA Slots
The left-most PCMCIA slot houses the 2-Port, 4-Port, 6-Port, 8-Port, 10-Port, or 12-Port PC
Card required for operation of the MERLIN Messaging System.
NOTE: Only the left-most of the two PCMCIA slots can be used. The right-most slot is
reserved for future use.
The 2-Port, 4-Port, 6-Port, 8-Port, 10-Port, or 12-Port PC Card contains:
● Port licensing data that triggers the activation of the appropriate number of voice messaging
ports.
● A Remote Maintenance Device (RMD), used for remote access to diagnostic and
maintenance features of the system.
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● Media for performing system backup.
Introduction
MERLIN Messaging System Release 2 is an embedded voice messaging system housed in a module (circuit
pack) that plugs into the switch's carrier. Release 2 is available in a 2-, 4-, 6-, 8-, 10-, or 12-Port configuration.
Release 1 and 1.1 is available in a 2-, 4-, or 6-Port configuration. For a description of each module component,
move the mouse pointer over the graphic below.
Port Status LEDs:
The port-specific LEDs on the MERLIN Messaging System faceplate indicate the current
status of each voice messaging port. The possible variations are:
● Not available
● In service and idle
● In service and in use
Note: The port-specific LEDs that correspond to voice messaging ports are in ascending order
(that is, from the bottom up).
RS232 Port:
This is a serial port used for local access to the MERLIN Messaging System via a PC or
laptop computer for report, maintenance and administrative purposes. Access to the
MERLIN Messaging System using the RS-232 port is both login and password protected.
System Status LED:
This LED reflects the status of the MERLIN Messaging System. The LED displays a red,
green or amber light to indicate various stages of system status and readiness (for example,
booting, self-test failure, system upgrade in progress, etc.).
Local Area Network (LAN) Connection:
This port is used to connect the system to a LAN (Release 2 or later).
Port Status LEDs:
The port-specific LEDs on the MERLIN Messaging System faceplate indicate the current
status of each voice messaging port. The possible variations are:
● Not available
● In service and idle
● In service and in use
Note: The port-specific LEDs that correspond to voice messaging ports are in ascending order
(that is, from the bottom up).
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Allows mailbox owners to:
● Record and send messages.
● Forward and reply to messages.
● Listen to messages.
● Record their names or Personal Greetings.
● Activate a Personal Greeting.
● Change their personal operators.
● Change their passwords.
● Set up Outcalling (if permission provided).
● Create Personal Group Lists.
● Change Call Answer mode.
● Transfer to another extension.
Allows individuals responsible for programming the MERLIN Messaging System to:
● Administer System Parameters such as System Language mode and System Date
and Time.
● Administer an extension to be either a Mailbox, Fax, Transfer-Only or Automated
Attendant Extension.
● Administer up to four Automated Attendants.
● Administer System Security Options.
● Administer System Group Lists (Release 2 or later).
● Perform a System Backup or System Restore.
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Answers incoming lines and presents callers with a list of options. Based on callers'
resulting input, they may be:
● Transferred to an extension.
● Played an informational announcement.
● Transferred to a voice mailbox.
● Presented with a submenu containing additional options.
The Automated Attendant Service can also detect and route fax calls to a
predetermined fax extension.
Functions as a personal answering machine, allowing a caller to:
● Hear the Personal Greeting recorded by the mailbox owner.
● Switch to the alternate language, if the system is configured in Bilingual mode.
● Leave a voice message, if this capability has been programmed by the mailbox
owner.
● Optionally designate voice message as a priority or private message (Release 2 or
later).
● Transfer to an operator or to another extension.
Provides on-site and remote system serviceability functionality, including:
● Terminal-based reporting
● Trouble/fault isolation
● Backup and Restoration
The MERLIN Messaging System can operate in either Monolingual or Bilingual mode. In
Monolingual mode, all system prompts are played in one of the following languages:
● U.S. English
● Latin American Spanish
● Canadian French
● Brazilian Portuguese (Release 2 or later)
In Milingual mode, the caller can choose to hear prompts in either the Primary or
Secondary language.
Services and Features
For a description of each MERLIN Messaging System service or feature, move the mouse
pointer over the graphic below.
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System Configuration
There is one common module (circuit pack) for all six MERLIN Messaging System
configurations (that is, a 2-port, 4-port, 6-port, 8-port, 10-port, or 12-port configuration). A
2-port, 4-port, 6-port, 8-port, 10-port, or 12-port PC Card, included with each system, contains
the following components:
● Port licensing for the system's port configuration (that is, a 2-port, 4-port, 6-port, 8-port,
10-port, or 12-port configuration)
● Media for backing up and restoring the system
● A 14.4 kbps Remote Maintenance Device (modem) used for remote diagnostics
For Release 1 and 1.1, one common module supports three configurations (that is, a 2-port,
4-port, or 6-port configuration). A 2-port, 4-port, or 6-port PC Card is included with each
system.
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Port Assignments
The communications system assigns logical IDs and extensions to each port on the MERLIN
Messaging System module. The first logical ID and extension assigned to the MERLIN Messaging
System module is assigned to Port 1, the second to Port 2, etc. The communications system assigns 12
logical IDs and extensions to the MERLIN Messaging System module.
In Release 2 or later, if a Message-Waiting Light (MWL) update or Outcalling action needs to be
performed, the following ports are used:
● Port 2 on a 2-port system
● Port 4 on a 4-port system
● Ports 5 and 6 on a 6-port system
● Ports 7 and 8 on an 8-port system
● Ports 9 and 10 on a 10-port system
● Ports 11 and 12 on a 12-port system
The Remote Maintenance Device (RMD) is not assigned to a dedicated logical ID and extension.
The following table defines the Port Assignments for the MERLIN Messaging System Release 2 or
later.
Ports
7
System
Configuration
1 2
3
4
5
6
8
9
10
11
12
2-port
V V N/E N/E N/E N/E N/E N/E N/E N/E N/E N/E
4-port
6-port
8-port
10-port
12-port
V V V
V V V
V V V
V V V
V V V
V
V
V
V
V
N/E N/E N/E N/E N/E N/E N/E N/E
V
V
V
V
V
V
V
V
N/E N/E N/E N/E N/E N/E
V
V
V
V
V
V
N/E N/E N/E N/E
V
V
V
V
N/E N/E
V
V
V = Voice
N/E = Not Equipped
In Release 1 or 1.1, if a Message-Waiting Light (MWL) update or Outcalling action needs to be
performed, the following ports are used:
● Port 2 on a 2-port system
● Port 4 on a 4-port system
● Port 6 on a 6-port system
The Remote Maintenance Device (RMD) is assigned to the twelfth logical ID and extension.
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System LEDs
The MERLIN Messaging System module faceplate contains:
● One system status LED
● One LED for each of the voice ports
The color(s) and status (that is, on, off or blinking) of the LEDs provide information regarding the
operation of the MERLIN Messaging System module.
The following table provides a description of the port-level and system status LED display
variations.
Display Meaning
Port-Level LEDs
Port not available for use (off)
Port in service and idle (on-hook)
Port in use (off-hook)
System Status LED
System is not powered up or there is a fault condition
System is in a ready state (off-hook; speaking or recording; receiving Touch Tones)
There is a self-test failure or system is out-of-service
There is a self-test failure or system is out-of-service
System software is being upgraded
Hard disk is active
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System Capacities
The following table provides a summary of MERLIN Messaging System capacities.
Lists | User Options |
Feature
Capacity
Factory Settings
System Administration Prompt Language
● U.S. English, Latin American
● U.S. English
Spanish, Canadian French,
Brazilian Portuguese (Release
2 or later)
System Parameters
● System Language
● U.S. English, Latin American
Spanish, Canadian French,
Brazilian Portuguese (Release
2 or later)
● U.S. English
● Language Mode
● Call Answer Service Operator
● General Mailbox Owners
● Maximum Extension Length
● Message Storage
● Monolingual or Bilingual
● 1 maximum
● Monolingual
● Ext. 768
● 10 (total)
● 2 digits
● N/A
● 1 per General Mailbox
● 2, 3 or 4 digits
● 100 hours
Extensions
● Mailbox Extensions
● 200 maximum for any port
● None
configuration
❍ Maximum Number of
❍ 120 messages
❍ N/A
Messages per Mailbox
❍ Mailbox Size
❍ 5 – 180 minutes
(administered per
mailbox)
❍ 20 minutes
❍ Message Length
❍ Mailbox Language
❍ 2 – 60 minutes
(administered per
mailbox)
❍ 4 minutes
❍ U.S. English, Latin
American Spanish,
Canadian French,
❍ System/Primary
Language
Brazilian Portuguese
(Release 2 or later)
❍ Outcalling Permission
❍ On or Off
● 400 maximum
● 10 maximum
❍ Off
● None
● None
● Transfer-Only Extensions
● Automated Attendant
Extensions
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● Fax Extensions
● 4 (One for each Automated
Attendant; Fax Extensions
can be shared by multiple
Automated Attendants)
● None
● General Mailbox
● 4 (one for each Automated
● 9991, 9992, 9993, 9994
Attendant)
Automated Attendants
● Number of Automated
● 4 maximum
● 4
Attendants
● Modes of Operation
● 2 (Day mode and Night
● N/A
mode)
● Submenus
● 99 maximum
● None
● Announcements
● Schedule Controller
● 99 maximum
● None
● Follow Switch mode, Weekly
● Switch Mode
Business Schedule or both
● Main menu Prompts,
Submenu Prompts and
Announcements
● 2 minutes in length maximum
● N/A
for each
● Number of Line Assignments
System Security
● 80 per Messaging System
● N/A
● Minimum Password Length
● Maximum Password Length
● Transfer Restrictions
● 0 –15 digits
● 15 digits
● 6 digits
● 15 digits (fixed)
● On
● On or Off
System Group Lists
● 10 maximum with up to
50 mailbox extensions in
each list
● N/A
User Options
● Outcalling Telephone/Pager
Numbers (administered by
user)
● 5 maximum
● N/A
● Outcalling Cycles
● 1–9
● 3
● Outcalling Interval
● Outcalling Schedule
● Outcalling Activation
● 5 – 99 minutes
● Range is 0000 – 2359
● 15 minutes
● 24 hours
● All messages
● Outcalling for all
messages or priority
messages only
● Personal Greetings (recorded
● 6 maximum
● System Greeting
by user)
● Group Lists (administered by
● 10 maximum with up to 50
● N/A
user)
extensions in each list
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● Personal Operator
● 1 per user
● Call Answer Service
Operator
● Call Answer Mode
● Record mode or
● Record mode
answer-only mode
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System Components
The MERLIN Messaging System module resides in a slot in the communications system carrier.
One common module supports a 2-port, 4-port, 6-port, 8-port, 10-port, or 12-port configuration. (In
Release 1 or 1.1, the module supports a 2-port, 4-port, or 6-port configuration.)
Component
Module
Description
● LEDs
● One LED indicates system status and one LED
for each port indicates port status. See the
MERLIN Messaging System Installation,
Programming, and Troubleshooting Online
Guide for more information about the LEDs.
● RS-232 Serial Port
● Used to directly connect a PC or laptop to the
system.
● Local Area Network
● Used to connect the system to a LAN (Release
(LAN) connection
2 or later).
● PCMCIA Slots
10-port, or 12-port PC card. Only the left-most
slot should be used.
● Touch-Tone Receivers (TTRs)
● Two TTRs serve as communications system
resources (an internal component of the
module).
PC Card
The PC Cards provide:
● Remote Maintenance Device (RMD).
● Media for performing system backup.
2-port, 4-port, 6-port, 8-port, 10-port, or
12-port PC Card
● Port licensing required for the 2-port, 4-port,
6-port, 8-port, 10-port, or 12-port
configuration.
Port LEDs
The port LEDs are single lights which function according to the configuration. For example, in a
2-port configuration, only the LEDs for Port 1 and Port 2 operate while, in an 8-port configuration,
LEDs for Ports 1 through 8 operate.
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Environmental Requirements
For proper operations, the MERLIN Messaging System installation site must meet the
environmental requirements described in the table below.
Condition
Requirement
Relative Humidity 15% - 90% non-condensing
Temperature Range 32° F to 122° F (0° C to 50° C)
Air Quality
Dust-free area (preferably in an office environment)
Environment
Power Supply
No exposure to liquids. Avoid areas near drinking fountains, coffee makers, etc.
For the USA, Canada and other countries that use a USA-type outlet (nominal voltage 117
VAC), the communications system must have a 391A3 or newer power supply module
installed in the same carrier in which the MERLIN Messaging System module is installed.
In countries with nominal voltage of 220 VAC, a 391B2 or newer power supply module is
required in the same carrier in which the MERLIN Messaging System module is installed.
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Installer and Programmer Responsibilities
The individual installing and programming the MERLIN Messaging System is responsible for
the following tasks:
● Installing the MERLIN Messaging System module.
● Programming the MERLIN Messaging System module to provide the services specified
by the customer.
● Programming the communications system to support MERLIN Messaging System
operation.
● Reviewing configuration reports to ensure that all system parameters, line assignments,
Automated Attendant menus and Announcements are correct and current.
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System Manager Responsibilities
The System Manager is responsible for performing the following routine maintenance tasks:
● Maintaining Voice Mailboxes, for example:
❍ Adding and deleting voice mailboxes.
❍ Resetting (initializing) voice mailbox passwords when forgotten.
❍ Changing user's mailbox language.
● Maintaining Transfer-Only, Automated Attendant and Fax Extensions.
● Changing Automated Attendant Menus, Announcements and Line Assignments to
reflect changes in line assignment, personnel, company operations or company services.
● Maintaining the Automated Attendant Schedule to assure that the appropriate
Automated Attendant menus and announcements are played in connection with holidays
and temporary company closings or openings.
● Maintaining System Parameters to make system-wide changes (for example, changing
date and time, the Call Answer Service Operator extension or General Mailbox
Owners).
● Maintaining System Security by responding to user inquiries and by taking measures
to prevent toll fraud and to safeguard the contents of mailboxes.
● Performing System Backups periodically or when changes are made to the MERLIN
Messaging System.
● Maintaining Directory Listings to reflect changes in personnel.
● Reviewing Configuration Reports to ensure that all system parameters, line
assignments, Automated Attendant menus and Announcements are current and correct.
General Mailbox Owner(s)
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Call Answer Service (CAS) Operator Responsibilities
● In Automated Attendant Service, when the Dial 0/Timeout Action is set to CAS
Operator and:
❍ Caller presses
.
❍ Caller makes no selection.
❍ Caller presses
❍ Caller presses
while using the directory to transfer.
, then
to transfer.
● In Voice Mail Service:
❍ User presses
, then
.
❍ Caller presses
while using the directory to transfer.
● In Call Answer Service:
❍ Caller presses
or
, then
while the greeting is playing and the
extension does not have a Personal Operator.
❍ Mailbox is in Answer-Only mode without a Personal Operator and caller presses
or
, then
during the five-second timeout following the greeting.
❍ Caller presses
or
, then before or after leaving a message in a
mailbox that does not have a Personal Operator.
❍ Caller presses while using the directory to transfer.
The factory setting for the Call Answer Service Operator is 768. It is recommended that you do
not change the factory setting.
General Mailbox Owner(s)
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General Mailbox Owner Responsibilities
A person designated as a General Mailbox Owner is responsible for forwarding messages left
in the General Mailbox to the intended user's mailbox.
Action has been set to "Record a Message in the General Mailbox" and the caller does any of
the following:
● The caller presses
from an Automated Attendant Main menu, Submenu or an
Announcement.
● The caller makes no Touch-Tone response to an Automated Attendant Main menu or
Submenu.
● The caller presses
while using the directory to transfer.
Call Answer Service Operator
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Security Features
The MERLIN Messaging System includes security features to help protect your system from
toll fraud abuse. These features include:
● A Transfer Restriction capability that allows the System Manager to restrict call transfer
destinations only to those extensions administered by the System Manager.
● A Minimum Password Length setting that allows the System Manager to choose a
minimum length for the passwords of users' voice mailboxes. A Minimum Password
Length setting of at least six digits is recommended.
● Password Protection for Mailboxes and the Diagnostic and Maintenance Interface.
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Contents
Installation Configuration and Programming
Getting Started
System Overview
Installation
Installing the MERLIN Messaging System module
Programming Overview
Preparing the Communications System
Programming the MERLIN Messaging System
Programming the Communications System
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Preparing for Installation
Before you begin the installation process:
● Collect the applicable communications System Planning Forms from the System
Manager.
● Confirm that MERLIN Messaging System Planning Forms 1 through 6 have been
completed.
● Verify that the installation site meets the applicable environmental requirements.
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Communications System Hardware Requirements
The following communications system equipment is required to install Release 1.1 or Release
2 of the MERLIN Messaging System:
● A properly functioning MERLIN LEGEND Communications System, Release 7.0 with
a 391A3 or newer power supply module installed in the same carrier as the MERLIN
Messaging System module.
or
● A properly functioning MERLIN MAGIX Integrated System, Release 1.1.0 or later with
a 491D1 or newer power supply module installed in the same carrier as the MERLIN
Messaging System module.
The 391A1 and 391A2 power supply modules cannot be installed in the same carrier as
the MERLIN Messaging System module.
Note:
● One available slot in the communications system carrier.
The communications system assigns logical IDs and extensions to each port on the
MERLIN Messaging System module. The first logical ID and extension assigned to the
Note: MERLIN Messaging System module is assigned to Port 1, the second to Port 2, etc.
The communications system assigns 12 logical IDs and extensions to the MERLIN
Messaging System module.
In Release 2 or later, if a Message-Waiting Light (MWL) update or Outcalling action
needs to be performed, the following ports are used:
● Port 2 on a 2-port system
● Port 4 on a 4-port system
● Ports 5 and 6 on a 6-port system
● Ports 7 and 8 on an 8-port system
● Ports 9 and 10 on a 10-port system
● Ports 11 and 12 on a 12-port system
The Remote Maintenance Device (RMD) is not assigned to a dedicated logical ID and
extension.
In Release 1 or 1.1, if a Message-Waiting Light (MWL) update or Outcalling action
needs to be performed, the following ports are used:
● Port 2 on a 2-port system
● Port 4 on a 4-port system
● Port 6 on a 6-port system
The Remote Maintenance Device (RMD) is assigned to the twelfth logical ID and
extension.
( Release 1 or 1.1 Port Assignments, Release 2 Port Assignments.)
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For MERLIN LEGEND System Maintenance, System Inventory and System Setup reports, the
MERLIN Messaging System module is reported as an 008OPT Module. For the same reports
on an MERLIN MAGIX system, the MERLIN Messaging System is reported as Msg.
For module replacement and unit load requirements, refer to System Planning for the
communications system.
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Installing the MERLIN Messaging System Module
● You must install the MERLIN Messaging System module in the first available slot
following the installation of other modules in the communications system carrier.
● The information in this section is intended for qualified technicians only.
● To prevent damage to the MERLIN Messaging System, you must power down the
communications system before installing or removing the MERLIN Messaging
System module. Do NOT perform a "hot swap."
To install the MERLIN Messaging System module:
Step Procedure
Comments
1
Install the PC Card containing port licensing
information in the left-most PCMCIA slot.
2
3
Power down the communications system.
Be sure to disconnect the power cord.
Install the MERLIN Messaging System module A damaged carrier or module must be
in the first empty slot in the communications
system carrier, as follows:
replaced.
Be sure that the connector on the
module mates properly with the
connector on the carrier.
For MERLIN LEGEND:
1. Lower the module onto the rod on the top
of the carrier in the appropriate slot.
To avoid damage, do not force the
module. If the module does not insert
easily, press the bottom-rear locking
tab, remove the module and inspect
the module and carrier for damage or
obstruction. If there is no damage and
no obstruction, re-insert the module.
2. Firmly push the module into the carrier
until it locks into place.
For MERLIN MAGIX:
1. Align the circuit board guides inside the
carrier, (top and bottom) into the slot.
2. Make sure the connector on the module
mates properly with the connector on the
carrier.
3. Firmly push the module into the carrier
until it locks into place.
4
Power up the communications system.
Be sure to power up the carrier
containing the processor module last.
● Program the communications system.
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Contents
Installation Configuration and Programming
Getting Started
System Overview
Installation
Communications System
MERLIN Messaging System
Preparing the Communications System
Programming the MERLIN Messaging System
Programming the Communications System
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MERLIN Messaging System
To perform both administrative and user MERLIN Messaging System programming, you use a
Touch-Tone telephone. In release 2 or later, administrative programming can also be
performed locally from a PC or laptop running the MERLIN Messaging Release 2 System
Administration software. This Online Guide describes how to administer the MERLIN
Messaging System using a Touch-Tone telephone. See the MERLIN Messaging Release 2
System Administration Guide for information on administering the MERLIN Messaging
System using the system administration software.
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Introduction
These procedures are performed on the communications system. You must complete them
after the MERLIN Messaging System module has been installed, but before you program the
MERLIN Messaging System.
Perform the following procedures to prepare the communications system prior to programming
● Enable rotary signaling for MERLIN Messaging System voice ports.
If you require more detailed information about communications system programming or
features, please refer to your communications system documentation. Communications
system programming can be performed using the system programming console or a PC
running WinSPM.
Note:
Enabling Rotary Signaling
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Assigning Lines to the Voice Port(s) Used for Outcalling
If the communications system is operating in Key Mode and Outcalling is used, you must assign one or
more outside lines to the MERLIN Messaging System ports used for Outcalling. You must also set the lines
to No Ring, as described in the next procedure, to ensure proper operation. These procedures are not
necessary if the communications system is operating in the Hybrid/PBX mode.
To add an outside line to the extension used for Outcalling in Key mode:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
Sys Program
Exit/Start
[any key]
2
3
4
Select Extensions
Extensions
Select Lines/Trunks
Lines/Trunks
Enter the extension number you want [nnn]
to program
[nnn]
Enter
5
Add the Outcalling Line Assignments Press line button or console
by selecting each line button and
turning on the green
or
function key
+
Message-Waiting light
6
7
Press Exit/Back when you have
finished adding the Outcalling lines
to that extension
Exit/Back
Return to System Programming menu
Exit/Back
Exit/Back
Setting the Outcalling Lines to No Ring
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Creating a Calling Group and Assigning Group Members
You must create a MERLIN Messaging System Calling Group and assign the group members (MERLIN
Messaging System ports).
To create a Calling Group and assign group members:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
Sys Program
Exit/Start
[any key]
2
3
4
5
6
Select Extensions
Extensions
/
Display next menu page
Select Group Calling
Select Members
Grp Calling
Members
Enter the extension of the MERLIN
Messaging System Calling Group
[nnnn]
[nnnn]
[nnnn]
Enter
7
Messaging System Calling Group
[nnnn]
Enter
8
9
Repeat Step 7 for all active MERLIN
Messaging System voice ports
Confirm that all members are entered
in the correct order
10
11
12
Return to the Group Calling menu
Select Hunt Type
Exit/Back
Hunt Type
Enter the extension of the MERLIN
Messaging System Calling Group
[nnnn]
[nnnn]
Enter
13
Specify Linear Hunt Group
Linear
Enter
14
15
16
Display next menu page
Select Group Type
/
Group Type
Enter the extension of the MERLIN
Messaging System Calling Group
[nnn]
[nnn]
Enter
17
Select Integrated VMI
Integ VMI
Enter
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18
Return to the System Programming
menu
Exit/Back
Exit/Back
Exit/Back
Setting the Outcalling Lines to No Ring
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Enabling Rotary Signaling
In order for the MERLIN Messaging System to be able to transfer calls, turn the Message-Waiting Lights On and Off,
and perform Outcalling, all MERLIN Messaging System voice ports must be programmed as rotary enabled.
To enable rotary signaling:
Step Programming task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
Sys Program
Exit/Start
[any key]
2
3
Select Extensions
Extensions
Display third page of menu
/
/
4
5
Select Rotary Enable
RotaryEnabl
Enter the extension number of the
MERLIN Messaging System voice port
[nnn]
[nnn]
Enter
6
7
Repeat Step 5 for all voice ports
Make sure all MERLIN Messaging
System voice ports are rotary enabled.
Exit/Back
Exit/Back
8
Return to the System Programming
menu
Setting the Outcalling Lines to No Ring
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Setting the Outcalling Lines to No Ring
If the communications system is operating in Key Mode and Outcalling is used, the outside line(s)
assigned to the MERLIN Messaging System voice port(s) that are used for Outcalling must be set to No
Ring. This procedure is not necessary if the communications system is operating in the Hybrid/PBX mode.
For MERLIN Messaging System Release 2 or later, the voice port(s) used for Outcalling are Port 2 on a
2-port system, Port 4 on a 4-port system, Ports 5 and 6 on a 6-port system, Ports 7 and 8 on an 8-port
system, Ports 9 and 10 on a 10-port system, or Ports 11 and 12 on a 12-port system. For Release 1 or 1.1,
the voice port used for Outcalling is Port 2 on a 2-port system, Port 4 on a 4-port system, or Port 6 on a
6-port system.
Setting the Outcalling Line to No Ring:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter programming mode
[any key]
Sys Program
Exit/Start
2
3
Display next page of menu
/
Cntr-Prg
Select Centralized Telephone
Programming
Program Ext
4
5
Select Program Extension
Enter the extension you want to
program
[nnn]
[nnn]
Enter
Start
6
7
Start Centralized Telephone
Programming
Select the line/feature button
representing the Outcalling line
Press button on console
or
function key, then
or
+
8
Select Ring Options for all lines
or
ListFeature
/
/
/
Ring Options
All Lines
Enter
No Ring
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Enter
Sys Program
Exit/Back
Exit/Back
9
Return to the System
Programming menu
Creating a Calling Group and Assigning Group Members
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Introduction
The information in this section should be used by the individual responsible for programming
Messaging System Module).
programming (see the introduction to Preparing the Communications System).
It is recommended that programming tasks be performed in a certain sequence. As you
complete a task, go on to the next task in the sequence.
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Global Commands and Rules
The Touch Tones and rules indicated in the table below are valid for all programming menus
and/or system service, unless specifically overridden. You can display the Global Commands and
Rules table at any time by clicking Global Commands on the button bar.
Input: Result:
Transfer to Operator
(From Call Answer Service and Automated Attendant Service but not from a
programming menu)
Back up one menu level
Play the current prompt again
● From the System Administration (SA) Main menu, go to the SA Activity Menu
● From any SA submenu, go to the SA Main menu
● From Call Answer Service, go to the Voice Mail Service login prompt
● From Automated Attendant Service, go to the Voice Mail Service login
prompt
● From a Voice Mail Service submenu, go to the Voice Mail Service Activity
menu
Hear prompt for transfering to an extension
Exit from the system (you can also hang up)
None
● For an Automated Attendant Main menu or submenu, the system handles
the call based on the Automated Attendant's Dial 0/Timeout action
● For an Automated Attendant announcement, the system will time out after 5
seconds and disconnect
● For all other menus or prompts, the System will timeout after 5 seconds if
no response to a voice prompt made. After 3 timeouts, the system will
disconnect
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Initially Logging into System Administration
All MERLIN Messaging System programming procedures are performed via the System
Administration extension. The first time you log in to MERLIN Messaging System Administration, you
are prompted to change your password. This section describes the procedure for accessing MERLIN
Messaging System Administration for the first time.
Step
1
Programming Task
Touch - Tone Input
Dial the Calling Group extension for the MERLIN Messaging System
[nnn]
Enter the System Administration extension
At the password prompt, press
2
3
The first time you log in, you are prompted to
change the password. Until you create it, the
Note: System Administration password is not set.
Enter new password
4
5
6
[nnnnnn]
[nnnnnn]
Re-enter new password
Select System Administration
For system security purposes, the actual System
Administration option is not heard on the System
Administration Activity menu. You must select it, even
Note:
though it is not heard.
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Selecting the System Administration Prompt Language
The System Administration Prompt Language is the language you hear when you program the
languages supported by MERLIN Messaging System, regardless of the mode or languages
identified as the System Language.
Select a language even if you want the System Administration
Prompt Language to remain in U.S. English. This will ensure a
change to the System Language Mode or System Language
does not affect the System Administration Prompt Language.
Note:
Step
1
Programming Task
Touch-Tone Input
Dial the calling group extension for MERLIN
Messaging System
[nnn]
2
Enter System Administration extension
3
4
5
Enter System Administration password
[nnnnnn]
Select System Administration Prompt Language
Choose one of the following:
● U.S. English
● Latin American Spanish
● Canadian French
● Brazilian Portuguese (Release 2 or later)
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Programming System Parameters
This section describes the procedures for setting the System Date and Time and for
programming MERLIN Messaging System parameters. Note that some parameters have
pre-programmed factory settings. You do not have to re-program these parameters if they
Refer to a completed copy of System Planning Form 1–System Parameters for the
parameter settings that apply to your system.
Remember that you must still set the System Date and Time, regardless of your
acceptance of system parameter factory settings.
Note:
Programming Maximum Extension Length
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Programming System Language Mode and System Language
The System Language is the language callers hear. It can be set to one of four languages: U.S.
English, Latin American Spanish, Canadian French, or Portuguese Spanish (Release 2 or later). The
System Language Mode can be set to Monolingual or Bilingual. When the System Language Mode
is set to Monolingual, callers hear system prompts in one of the four languages (the language that is
programmed as the System Language). When the System Language Mode is set to Bilingual, callers
hear system prompts in two of the four languages. The first language the caller hears is the Primary
Language. The Secondary Language is the alternate language the caller can hear by pressing
When a system is in Bilingual mode, the user includes in their personal greeting instructions for the
.
caller to press
to hear system prompts in the alternate language.
● The System Language Mode and System Language apply
to all Automated Attendants.
Note:
● The MERLIN Messaging System factory settings for
System Language Mode and System Language are
Parameters for the System Language Mode and System
Language that applies to your site.
Setting System Language Mode
The factory-set System Language Mode for a new system is Monolingual. Use the following
procedure to change the Language Mode to Bilingual, if required.
To program the System Language Mode:
Step Programming Task
Touch-Tone Input
1
2
Log in to System Administration, if needed
Select System Parameters
3
4
5
Select System Language Mode
Select Language Mode
Select Bilingual
Setting System Language
The factory-set System Language for a new Monolingual system is U.S. English. If the Language
Mode has been changed to Bilingual, the default Primary Language is U.S. English and the default
Secondary Language is Latin American Spanish. Use the following procedure to:
● Change the System Language in a Monolingual system.
● Change the inital Primary and/or Secondary Language(s) in a Bilingual system.
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For Monolingual Mode
Step Programming Task
Touch-Tone Input
6
Select option:
Listen to language
● Accept language setting (Monolingual
or
procedure is complete)
Modify language
Choose one of the following:
● U.S. English
(Select one:)
● Latin American Spanish
● Canadian French
● Brazilian Portuguese (Release 2 or later)
❍ confirm
❍ cancel
or
Back
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For Bilingual Mode
Step Programming Task
Touch-Tone Input
6
Choose one of the following:
● Primary Language
● Secondary Language
● If finished
or
or
7
Choose one of the following:
Listen to language
● Accept Language setting
or
Modify language
Choose one of the following:
● U.S. English
(Select one:)
● Latin American Spanish
● Canadian French
● Brazilian Portuguese (Release 2 or later)
❍ confirm
❍ cancel
or
8
9
Repeat Steps 6 and 7 for secondary language
End language selection
Back
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Programming System Date and Time
You must set the system date and time. These parameters cannot be set independently of each other; both date and
time must be set.
To program the System Date and Time:
Step
1
Touch-Tone Input
Log in to System Administration, if needed
2
3
4
Select System Parameters
Select System Date and Time
Choose one of the following:
● Enter date
[mmddyy]
or
Example: February 26, 2000 = 022600
● Keep current date
5
Choose one of the following:
● Enter time (24-hour clock)
[hhmm]
or
Example: 3:45PM = 1545
● Keep current time
6
Choose one of the following:
● Approve
or
● Re-enter
(Return to Step 4)
Programming Maximum Extension Length
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Programming Call Answer Service Operator Extension
transferred in a number of situations. Click here for a list of CAS Operator transfer criteria.
The factory setting for the Call Answer Service Operator is 768.
It is recommended that you do not change the factory setting.
Note:
Refer to System Planning Form 1 – System Parameters for the CAS Operator Extension
identified for your site.
To program the CAS Operator extension:
Step
Touch-Tone Input
1
2
3
4
Log in to System Administration, if needed
Select System Parameters
Select Call Answer Service Operator
Enter Call Answer Service Operator extension
[nnn]
Programming Maximum Extension Length
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Programming General Mailbox Owner(s)
The MERLIN Messaging System provides four General Mailboxes — one for each Automated Attendant.
The General Mailbox Owner is the extension whose Message-Waiting Light is turned on whenever a message is
placed in the General Mailbox. The factory setting for the General Mailbox Owner is Extension 10. You can
General Mailboxes.
Refer to System Planning Planning Form 1 – System Parameters for the General Mailbox
Owner extension(s) identified for your site.
To program the General Mailbox Owner(s):
Step Programming Task
Touch-Tone Input
1
2
3
4
Log in to System Administration, if needed
Select System Parameters
Select General Mailbox Owner
Enter Automated Attendant number
-
5
6
Enter General Mailbox Owner's extension
[nnn]
Repeat Steps 3–5 for each Automated Attendant
Programming Call Answer Service Operator Extension
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Programming Maximum Extension Length
Maximum Extension Length refers to the maximum number of digits (two, three or four) in the dial plan. The
factory setting is two digits. The MERLIN Messaging System transfers calls:
● When the number of digits entered by the caller equals the Maximum Extension Length.
● After the caller presses digits and
, indicating they have finished entering an extension.
● After the caller has entered digits and the 5-second time-out period has expired.
Refer to System Planning Form 1 – System Parameters for the maximum Extension Length
identified for your system.
To program the Maximum Extension Length:
Step
Touch-Tone Input
1
2
3
4
Log in to System Administration, if needed
Select System Parameters
Select Maximum Extension Length
Enter maximum number of digits
or
or
Programming General Mailbox Owner(s)
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Programming Extensions
You must assign a specific extension type to each extension in the MERLIN Messaging System
to assure the enforcement of transfer restrictions and to designate transfer destinations (that is, to
a mailbox, Automated Attendant, fax or system extension).
● Mailbox
● Automated Attendant
● Fax
Programming an extension also requires you to identify the phone status for the extension. The
phone status for an extension affects the way that a call is routed within the MERLIN Messaging
System when the caller requests to be transfered to that extension, as illustrated below:
Telephone? Call Handling
Outcome
Incoming calls are transferred by the Calls are transferred to the extension
MERLIN Messaging System to the
applicable extension
Yes
No
Incoming calls transferred by the
MERLIN Messaging System stay in Service or Automated Attendant Service
the MERLIN Messaging System for the extension
Calls are routed directly to Call Answer
Transfer-Only and Fax extensions always have a telephone associated with the extension.
Note:
Refer to MERLIN Messaging System Planning Form 2 – Extension Administration for
information that applies to your system.
Assigning Fax Extensions
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Assigning a Mailbox Extension
You can assign up to 200 user mailboxes. When you program a Mailbox extension, you are
prompted to:
● Program the Mailbox Language.
Refer to MERLIN Messaging System Planning Form 2 – Extension Administration for the
Mailbox Assignment information identified for your site.
To assign a Mailbox extension:
Step Programming Task
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Extension Administration
Enter extension number
[nnn]
Assign a mailbox to the extension
Choose one of the following:
● If a telephone is associated with this extension
● If a telephone is not associated with this extension
or
6
Choose one of the following:
● To program optional features for this extension, go to the
appropriate step as follows:
❍ Directory Listing or Recorded Name
❍ Message Length and Mailbox Size
❍ Outcalling Permission
❍ Mailbox Language
● To delete this extension,
then choose one of the following:
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❍ Confirm
❍ Cancel
● If finished administering this extension
Note:
● Change the phone status
These procedures are covered in Path 3, Ongoing Maintenance and
Administration, "Managing the MERLIN Messaging System."
Assigning a Fax Machine Extension
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To program Directory Listing or Recorded Name (optional procedure):
Step Programming Task
Optional Steps
Touch-Tone Input
7
Select Record Name, then choose one of the following:
● Listen to name
❍ If finished
● Record name, then after recording, press
and choose
[record name]
one of the following:
or
or
or
❍ Approve Name
❍ Play back recorded name
❍ Re-record name
❍ Delete name just recorded
● If finished recording a name, return to Step 6.
8
Select Directory Listing, then choose one of the following:
Touch-Tones (for Release 1 or 1.1, enter up to first four
letters of name) then choose one of the following:
❍ Approve
❍ Re-enter
● Exit without changes
[nn nn nn nn nn nn nn nn nn
nn]
If finished administering Directory Listing
or
or
Back
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To program Message Length and Mailbox Size (optional procedure):
Step Programming Task
Touch-Tone Input
Optional Steps
Change Message Length and Mailbox Size
9
Choose one of the following:
● Enter Maximum Message Length
[nn]
or
or
● Skip Maximum Message Length
● If finished
Choose one of the following:
● Enter Mailbox Size, then
❍ Approve
[nn]
❍ Re-enter
● Skip Mailbox Size, then
❍ Approve
❍ Re-enter
● If finished
If finished administering Message Length and Mailbox Size
Back
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To program Mailbox Language (optional procedure):
Step Programming Task
Touch-Tone Input
Optional Steps
11 For Mailbox Language, choose one of the
following:
● Listen to current Mailbox Language
❍ If finished
● Modify Mailbox Language and choose one
of the following:
or
or
or
❍ U.S. English
❍ Latin American Spanish
❍ Canadian French
❍ Brazilian Portuguese (Release 2 or
later)
or
After modifying the Mailbox Language:
❍ Confirm
❍ Cancel
Back
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Assigning a Transfer-Only Extension
You can assign up to 400 Transfer-Only extensions. Transfer-Only extensions do not require a
administer a Directory Listing and/or Recorded Name.
Refer to MERLIN Messaging System Planning Form 2 – Extension Administration for the
Transfer-Only Assignment information identified for your site.
To assign a Transfer-Only extension:
Step Programming Task
Touch-Tone Input
1
Log in to System Administration, if needed
2
3
4
Select Extension Administration
Enter extension number
[nnn]
Assign Transfer-Only permission to this extension
5
Choose one of the following:
● Directory Listing or Recorded Name
● Delete this extension
❍ Confirm
❍ Cancel
● If finished
The Assigning Transfer-Only Extensions feature also allows you to delete the extension.
This procedure is covered in Path 3 - Ongoing Maintenance and Administration,
Note: "Managing the MERLIN Messaging System."
Assigning Fax Extensions
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To program Directory Listing or Recorded Name (optional procedure):
Step Programming Task
Optional Steps
Touch-Tone Input
6
Select Record Name, then choose one of the following:
● Listen to name
❍ If finished
● Record name; then after recording, press
and choose
[record name]
one of the following:
❍ Approve name
or
or
or
❍ Play back recorded name
❍ Re-record name
❍ Delete name just recorded
● If finished recording a name
7
Select Directory Listing, then choose one of the following:
● Enter first four letters of name, using Touch Tones then
choose one of the following:
❍ Approve
[nn nn nn nn]
❍ Re-enter
or
● Exit without changes
If finished administering Directory Listing
Back
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Assigning Automated Attendant Extensions
You can assign up to 10 Automated Attendant extensions. An Automated Attendant extension is
one that sends the caller to one of the four Automated Attendants. You can also assign a new
no-telephone associated. You can also administer a Directory Listing or Recorded Name.
Refer to System Planning Form 2 – Extension Administration for the Automated Attendant
Assignment information identified for your site.
To assign an Automated Attendant extension:
Step Programming Task
Touch-Tone Input
1
2
3
4
Log in to System Administration, if needed
Select Extension Administration
Enter extension number
[nnn]
[1–4]
Assign Automated Attendant to extension
5
6
Enter Automated Attendant number
Choose one of the following:
● If a telephone is associated with this extension
● If a telephone is not associated with this extension
7
Choose one of the following:
● Program Directory Listing or Recorded Name
● Delete this extension
❍ Confirm
or
❍ Cancel
● If finished administering the extension
Assigning Fax Extensions
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To program Directory Listing or Recorded Name (optional procedure):
Step Programming Task
Optional Steps
Touch-Tone Input
8
Select Record Name, then choose one of the following:
● Listen to name
❍ If finished
● Record name; then after recording, press
and choose
[record name]
one of the following:
or
or
or
❍ Approve Name
❍ Play back recorded name
❍ Re-record name
❍ Delete name just recorded
● If finished recording a name
9
Select Directory Listing, the choose one of the following:
Touch-Tones (for Release 1 or 1.1, enter up to first four
letters of name) Then choose one of the following:
❍ Approve
❍ Re-enter
[nn nn nn nn nn nn nn nn nn
nn]
● Exit without changes
or
If finished administering Directory Listing
Back
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Assigning a Fax Extension
You can assign up to four Fax extensions, one for each Automated Attendant. If an Automated
Attendant has been assigned a fax extension, when an incoming fax call is detected by the
Automated Attendant, it routes the call to the fax machine. You can administer a Directory
Listing or Recorded Name for a Fax extension.
Refer to MERLIN Messaging System Planning Form 2 – Extension Administration for the
fax Assignment information identified for your site.
To assign a fax machine to an extension:
Step Programming Task
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Extension Administration
Enter extension number
[nnn]
Assign a fax machine to the extension
Choose one of the following:
● Program Directory Listing or Recorded Name
● Delete this extension
If this fax extension is assigned to an
Automated Attendant you must do one
of the following:
Note:
❍ Confirm
❍ Cancel
● If finished
Assigning Automated Attendant Extensions
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To program Directory Listing or Recorded Name (optional procedure):
Step Programming Task
Optional Steps
Touch-Tone Input
6
Select Record Name
Choose one of the following:
● Listen to name
❍ If finished
[record name]
● Record name; then after recording, press
and choose
one of the following:
or
❍ Approve Name
or
or
❍ Play back recorded name
❍ Re-record name
❍ Delete name just recorded
● If finished recording a name
7
Select Directory Listing
Touch-Tones (for Release 1 or 1.1, enter up to first four
letters of name) Then choose one of the following:
❍ Approve
[nn nn nn nn nn nn nn nn nn
nn]
❍ Re-enter
Exit without changes
If finished administering Directory Listing
Back
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Programming the Automated Attendant(s)
The MERLIN Messaging Automated System Attendant Service (AAS) answers calls and
presents callers with a list of options from which to choose, the options are presented via
menus and submenus. This section of the Online Guide provides instructions for performing
the programming tasks required to enable this functionality.
To lessen the risk of Toll Fraud abuse, Automated Attendants should be
programmed to give callers access to system extensions only.
Refer to MERLIN Messaging System Planning Forms 3a–3d for the site-specific
information you need to complete the following programming tasks.
Note:
Assigning a Fax Extension to an Automated Attendant
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Programming the Day and Night Main menus
The Automated Attendant Day Main menu is heard by individuals calling into the MERLIN
Messaging System during business hours. The Night Main menu is heard when the business is
closed. Typically, from a Day or Night Main menu, callers are given the opportunity to:
● Transfer to an extension, calling group or mailbox
● Play a submenu
● Play an informational announcement
● Select a Day menu and a Night menu
● Listen to the menu prompts and menu definitions
● Modify the menu
● Record new menu prompts
● Save menu definitions
To program the Automated Attendant Day or Night Main menu:
Step Programming Task
Touch-Tone Input
Log in to System Administration, if needed
1
2
3
Select Automated Attendant
Select a specific Automated Attendant
or
4
Choose an option:
● Program Day Main menu
● Program Night Main menu
5
Choose one of the following:
● Listen to the menu
● Modify the menu
● Exit Main menu programming
Procedure
Programming Schedule Options
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Assigning a Fax Extension to an Automated Attendant
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To listen to the Main menu prompts:
Step Programming Task
Touch-Tone Input
6
Choose one of the following:
● Listen to the menu prompt
If system is Bilingual:
❍ Listen to Primary Language prompt
❍ Listen to Secondary Language prompt
❍ If finished
● Listen to menu definition
● If finished
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To modify the Main menu
Step Programming Task
Touch-Tone Input
7
Choose one of the following:
● Enter Selector Code, then choose one of the
following:
[1 -9 ]
❍ Modify Selector Code, then choose one
of the following Selector Code Actions:
■ Selector Code transfer
■ Play submenu
+ ext. number +
or
+ submenu number +
+ announce number +
or
or
■ Play announcement
■ Direct extension transfer
■ Mailbox transfer
or
■ Delete Selector Code
+ mailbox ext. number +
or
■ If finished (exit without changing
or
Selector Code)
● Keep current Selector Code. To modify
another Selector Code, return to beginning of
Step 7.
Go on to Step 8 (Required)
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To record a new Main menu prompt
Step Programming Task
Touch-Tone Input
8
Choose one of the following:
● Bilingual mode (Go to Step 9)
● Monolingual mode
[record prompt]
❍ Record a new prompt
■ Approve prompt
■ Listen to prompt
■ Re-record prompt
■ Delete recording
● Use existing menu prompt and save menu
definition changes. For Monolingual mode,
procedure is finished.
Back
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To record a new Main menu prompt (Bilingual mode):
Step Programming Task
Touch-Tone Input
9
Choose one of the following:
● Primary Language
or
● Secondary Language
or
● Use existing menu prompt and save menu
definition changes
10 Choose one of the following:
● Record a new prompt
[record a new prompt]
❍ Approve prompt
❍ Listen to prompt
❍ Re-record prompt
❍ Delete recording
11 Repeat record process for other language (go to
Step 9).
Back
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Creating Submenus
The Automated Attendant Day and Night Main menus provide callers with nine options (or
choices). If you need to provide more than nine options, you must create a submenu from which a
caller can select additional options.
The MERLIN Messaging System allows up to 99 submenus shared among all Automated
Attendants. A submenu:
● Can be assigned to one or more Automated Attendants.
● Can be up to two minutes in length.
● Uses the same Dial 0/Timeout Action defined for the Day or Night Main menu to which it
is assigned.
Refer to MERLIN Messaging System Planning Form 3c - Submenu for the
information you need to create submenus
NOTE:
To create a submenu:
Step Programming Task
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Automated Attendant
Select a specific Automated Attendant
Select Submenus
[1-4]
Enter submenu number
[1-99]
6
Choose an option:
● Create a submenu
● Cancel
Procedures
Assigning a Fax Extension to an Automated Attendant
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To listen to a submenu:
Step Programming Task
Touch-Tone Input
8
Choose one of the following:
● If the system is in Monolingual mode, listen to submenu
prompt:
● If system is in Bilingual mode:
❍ Listen to submenu prompt in Primary Language
❍ Listen to submenu prompt in Secondary Language
● Listen to submenu definition
● If finished
Back
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To modify a submenu:
Step Programming Task
Touch-Tone Input
9
Choose one of the following:
● Enter Selector Code, then choose one of the
[1-9]
following:
❍ Modify Selector Code, then choose one of
the following Selector Code Actions:
+ ext. number +
or
■ Selector Code transfer
■ Play submenu
+ submenu number +
+ announce number +
or
or
or
■ Play announcement
■ Direct extension transfer
■ Mailbox transfer
+ mailbox ext. number +
or
■ Delete Selector Code
❍ To accept current selector code action
■ If finished modifying this Selector
Code
If you want to modify another selector Code
action, return to the beginning of Step 9
To save menu changes go to Step 10 (Required)
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To record a submenu prompt:
Step Programming Task
Touch-Tone Input
● Bilingual mode (go to Step 11)
● Monolingual mode, choose one of the
following:
[record prompt]
❍ Record a new prompt, choose one of
the following:
■ Approve prompt
■ Listen to prompt
■ Re-record prompt
■ Delete recording
❍ Use the existing submenu prompt
and save any menu definition
changes
Back
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To record a submenu prompt (Bilingual mode):
Step Programming Task
Touch-Tone Input
11 Choose one of the following:
● Primary Language
● Secondary Language
● Save menu definition and submenu prompt
12 Record a submenu prompt:
[record prompt]
● Approve prompt
● Listen to prompt
● Re-record prompt
● Delete recording
13 Repeat record process for other language. (Go to Step
11).
Back
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Creating Announcements
Announcements are recorded messages that callers hear when they make specific selections from
the MERLIN Messaging System menus and/or submenus.
● The MERLIN Messaging System allows up to 99 announcements shared among all
Automated Attendants.
● The same announcement can be used for any or all menus or submenus and for all
Automated Attendants
● A single announcement can be up to two minutes in length.
● The factory setting is "Announcement [nn] does not exist."
To create an announcement:
Step
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Automated Attendant
Select a specific Automated Attendant
Select Announcements
[1-4]
Enter announcement number
[1–99]
6
Choose an option:
● Create an announcement
● Cancel
Procedures
Assigning a Fax Extension to an Automated Attendant
Refer to MERLIN Messaging System Planning Form 3d- RecordingScript for
the information you need to create announcements
NOTE:
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To create an announcement:
Step
Programming Task
Touch-Tone Input
7
Choose one of the following:
● Listen to announcement
, if Bilingual
● Modify announcement
● Delete announcement
❍ Confirm deletion
❍ Cancel deletion
● If finished.
Back
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To listen to an announcement (Bilingual mode):
Step Programming Task
Touch-Tone Input
8
Choose one of the following:
● If the system is in Monolingual mode, listen to submenu
prompt:
● If system is in Bilingual mode:
❍ Listen to submenu prompt in Primary Language
❍ Listen to submenu prompt in Secondary Language
● Listen to submenu definition
● If finished
Back
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To modify an announcement:
Step Programming Task
Touch-Tone Input
9
If system is in Bilingual mode, go to Step 10. If
system is in Monolingual mode, choose one of the
following:
[record announcement]
● Record new announcement; then after
recording, press
following:
and choose one of the
❍ Approve
❍ Listen to announcement
❍ Re-record announcement
❍ Delete new recording
● Use existing announcement. For
Back
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To record an announcement (Bilingual mode):
Step
10
Programming Task
Touch-Tone Input
Choose one of the following:
● Record Primary Language
● Record Secondary Language
● Use existing announcement recording
11
Record the announcement then choose one of the
following:
[record announcement ]
● Approve announcement
● Listen to announcement
● Re-record announcement
● Delete new recording
12
Repeat announcement recording process for other
language
Back
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Programming the Schedule Options
The Schedule Options define the Day and Night Service operation of the Automated Attendant(s). When
you program the Schedule Options, you can:
● Administer the Weekly Business Schedule.
Programming the Schedule Options also allows you to administer the Temporary Schedule. This
procedure is covered in Path 3: Ongoing Maintenance and Administration, "Managing the
MERLIN Messaging System."
Note:
To program the Schedule Controller:
Step
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Automated Attendant
Select a specific Automated Attendant
Select Schedule Options
[1-4]
Choose one of the following:
● Listen to Schedule Controller and schedule settings
● Administer the Schedule Controller then choose an option.
❍ Follow Switch Mode
❍ Follow Weekly Business Schedule
❍ Follow both the Switch Mode and the Weekly Business
Schedule
● Administer Weekly Business Schedule
● If finished programming Schedule Controller
Assigning a Fax Extension to an Automated Attendant
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To Administer a Weekly Business Schedule:
Step Programming Task
Touch-Tone Input
6
Choose one of the following:
● Enter day to be administered as follows:
❍ Sunday
❍ Monday
❍ Tuesday
❍ Wednesday
❍ Thursday
❍ Friday
❍ Saturday
❍ All days
● If finished.
7
Choose one of the following:
● Open
● Closed
Return to Step 6 to administer by day
Back
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Administering Weekly Business Schedule:
Step Programming Task
Touch-Tone
Input
8
Enter opening time where:
[hhmm]
hh = hour [00–23]
mm = minute [00–59]
Enter closing time where:
hh = hour [00–23]
9
[hhmm]
mm = minute [00–59]
10 Choose one of the following:
● Approve and save. Return to Step 6 to administer another
day.
● Re-enter. Return to Step 8.
Back
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Programming Line Assignments
This procedure only applies to systems that use more than one Automated Attendant. Skip
● Refer to MERLIN Messaging System Planning Form 4 – Line Assignments for
the site-specific information you need to complete the following programming task.
Note:
● If you want a line to be answered by Automated Attendant 1, no programming is
needed.
● If you want a line to be answered by Automated Attendant 2, 3 or 4, you must enter
the line number and identify which Automated Attendant should answer it.
● MERLIN Messaging System allows a maximum of 80 line assignments among all
Automated Attendants.
● The procedure for deleting lines is covered in Path 3: Ongoing Maintenance and
Administration, "Managing the MERLIN Messaging System."
To program Line Assignments:
Step Programming Task
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Automated Attendant
Select a specific Automated Attendant
Select Line Assignments
[1-4]
Choose one of the following:
● Review Line assignment
● Add a line to Automated Attendant
● Re–enter line number
[nnn]
6
7
Repeat Step 5 for each line you want to add to this
Automated Attendant
If finished with Line Assignment programming
Procedures
Assigning a Fax Extension to an Automated Attendant
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Assigning a Fax Extension to an Automated Attendant
Calling Group Extension. In order for this to occur, you must assign a Fax Machine Extension.
Next you must use this procedure to assign a Fax extension to one or more Automated
Attendants.
Attendant Schedule and Fax Assignment for the site-specific information you
Note:
need to complete the following programming task.
● The MERLIN Messaging System allows a maximum of one fax extension per
Automated Attendant.
● Multiple Automated Attendants can share the same fax extension.
● The procedure for removing a fax extension is covered in Path 3: Ongoing
Maintenance and Administration, "Managing the MERLIN Messaging
System."
To program a Fax Extension:
Step
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Automated Attendant
Select a specific Automated Attendant
Select a Fax Extension
[1-4]
Enter an extension number
[nnnn]
6
7
Repeat Steps 3 – 5 for all fax extensions to be identified
If finished with fax identification programming
Procedures
Programming Line Assignments
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Setting System Security Parameters
The MERLIN Messaging System provides the following features to help protect your system
● Transfer Restrictions – When this feature is activated, *8 transfers, Automated
Attendant direct extension transfers are restricted to extensions that are included in the
MERLIN Messaging System extension list. The extension list includes extensions
assigned as Automated Attendant extensions, Mailbox extensions, Transfer– Only
extensions and Fax extensions.The Transfer Restriction setting does not apply to Call
Answer Service Operator extensions, Selector Code Transfer extensions and Dial
0/Timeout extensions. Make sure the extensions for these items are valid before you
● Security Alert – Setting a minimum password length of six digits or greater is highly
recommended to help discourage hackers. If you choose a setting of less than six digits,
the system reminds you that a setting of six or more digits makes your system less
● Minimum Password Length – is the minimum number of digits users must enter when
setting a new password for their mailbox. The factory setting is six digits; this setting
can be changed to 0 – 15 digits.
Refer to MERLIN Messaging System Planning Form 5 – Security Settings for the
site-specific information you need to complete the following programming tasks.
Note:
Setting Minimum Password Length
Setting System Security Parameters
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Setting Transfer Restrictions
The factory setting for Transfer Restrictions is On. When Transfer Restrictions are set to On,
transfers (
transfers, Automated Attendant Direct extension transfers and Personal Operator
transfers) are restricted to extensions that are contained in the extension list (Automated
Attendant extensions, Mailbox extensions, Transfer-Only extensions and Fax extensions) and to
the Call Answer Service Operator extension. This helps to prevent users and callers from
committing toll fraud by transferring to an outside operator who could place a call for them.
Transfer Restrictions can be set to Off; however, changing the factory setting to this option is
strongly discouraged, as it leaves your system vulnerable to toll fraud.
Setting the Transfer Restrictions to Off leaves your system vulnerable to toll
fraud. Lucent Technologies strongly recommends that you keep the Transfer
Restrictions set to On.
To set Transfer Restrictions:
Step Programming Task
Touch-Tone Input
1
2
3
4
Log in to System Administration, if needed
Select System Security Parameters
Select Transfer Restrictions
Choose one of the following:
● On
or
● Off
● If finished
Procedure
Setting Minimum Password Length
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Setting Minimum Password Length
The Minimum Password Length is the minimum number of digits that a user can specify when
setting a password for his/her mailbox. The Minimum Password Length also applies to the
System Administration password. The range is 0 – 15 digits.
The shorter the Minimum Password Length, the more vulnerable the system is
to abuse by unauthorized persons. Choosing the longest acceptable minimum
password length maximizes the security of the system. The factory-set
Minimum Password Length is 6 digits.
If you attempt to set a minimum length of less than 6 digits, the system will:
● Remind you that at least 6 digits is recommended.
Note:
● Advise you about system vulnerability.
To set Minimum Password Length:
Step
Touch-Tone Input
1
2
3
4
Log in to System Administration, if needed
Select System Security Parameters
Select Minimum Password Length
Choose one of the following:
● Enter Minimum Password Length
● If finished
[0-15]
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Programming System Group Lists (Release 2 or later)
You can program up to ten System Group Lists that allow users to address a message to a group of mailboxes.
Up to 50 Mailbox Extensions can be included in each System Group List. A Mailbox Extension can be in more
than one System Group List.
To Program System Group Lists:
Step
Programming Task
Touch-Tone Input
Log in to System Administration
1
2
3
4
Select System Group Lists.
Create a System Group List.
Enter System Group List Number.
[50-59]
Choose one of the following:
● Enter mailbox extension number.
[nnn]
❍ Delete last extension entered for this list.
● Add an extension using the directory.
[nnnnnnnnnn]
or or
5
or
or
❍ Enter up to first ten letters of name.
❍ If there's more than one match for the name you
entered, press the number corresponding to the
correct name, as prompted.
❍ Delete last extension entered for this list.
Repeat Step 5 for each mailbox you want to add to this System
Group List.
6
7
8
End programming for this System Group List.
Return to Step 3 to create another System Group List.
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Acceptance Tests
Performing Acceptance Testing
After you finish programming the MERLIN Messaging System, perform the following
acceptance tests to verify proper operation of each service as applicable. If you have any
difficulty with any of the acceptance tests, contact your Lucent Technologies representative or
authorized dealer.
-
-
-
-
-
Verifying Line Coverage
-
-
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Verifying the Remote Maintenance Device (RMD)
This procedure should be performed only by qualified technicians.
To verify the RMD:
Step
1
Procedure
Dial extension of RMD (The 12th extension on the MERLIN Messaging
System module)
2
3
Verify that RMD answers call and provides a high-pitch tone
If the RMD does not answer, verify whether the RMD is working properly:
● Make sure the 2-Port, 4-Port, 6-Port, 8-Port, or 10-Port PC Card
containing the RMD is properly installed in the left-most PCMCIA slot
on the MERLIN Messaging System module
● Make sure no terminal is connected to the serial port on the MERLIN
Messaging System module
● Make sure you are dialing the correct RMD extension. The RMD is the
twelfth extension on the MERLIN Messaging System module
Procedures
-
-
-
-
-
Verifying Line Coverage
-
-
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Voice Mail Service
The following tests should be performed if the system provides Voice Mail Service.
If the MERLIN Messaging System has been set up for Bilingual operation, test the Voice
Mail Greeting in the primary and the secondary system languages when you verify
Note: operation in the procedures below.
Verifying MERLIN Messaging System Ports
To verify that the system ports are functioning correctly:
Step
Procedure
1
2
Place a call to first MERLIN Messaging System port
Verify that MERLIN Messaging System answers and plays Voice
Mail Greeting
3
Repeat this test for the remaining ports
Verify Transfer to Outside Dial Tone Restricted
Verify that outside callers cannot transfer to 9 and obtain dial tone or an outside operator.
-
-
-
-
-
Verifying Line Coverage
-
-
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Verifying Immediate Call Handling
If your system is set up for Immediate Call Handling:
Step
1
Procedure
Call in on a line answered by Automated Attendant Service.
Automated Attendant Service should answer after approximately one
ring
2
3
If Multiple Automated Attendants are programmed, verify that the
correct Automated Attendant answers
Verify that the correct prompt programmed for Automated Attendant
Day or Night Main menu (depending on time of day you run the test)
plays
4
Repeat this test for each line answered by Automated Attendant
Service
-
-
-
-
Verifying Line Coverage
-
-
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Verifying Delayed Call Handling
If your system is set up for Delayed Call Handling:
Step
Procedure
1
2
3
4
Call in on a line assigned to Automated Attendant Service. (Ask the
primary call handler not to answer the call)
If Multiple Automated Attendants are programmed, verify that the
correct Automated Attendant answers
Verify that the correct prompt for Automated Attendant Day or Night
Main menu (depending on time of day you run the test) plays
Repeat this test for each line assigned to Automated Attendant
Service
-
-
-
-
Verifying Line Coverage
-
-
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Verifying Day Main menu
To verify correct functioning of each Day Main menu:
Step
Procedure
1
2
3
4
Ensure that Day Service is active for the Automated Attendant
Call in on a line programmed for Automated Attendant Service
Choose a Selector Code offered on the Main menu
Verify that correct action (transfer to appropriate extension, transfer to a
mailbox, playing of a Submenu or playing of an announcement) will be
performed
5
6
Repeat this test for each Selector Code offered on Day Main menu
Enter
at the Main menu and verify that the correct Dial 0 / Timeout
action is performed
7
Repeat from Step 1 for each Automated Attendant
-
-
-
-
Verifying Line Coverage
-
-
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Verifying Night Main menu
If the Schedule Controller is programmed to follow only the Weekly Business Schedule:
Step
Procedure
1
2
3
4
Ensure that Night Service is active for the Automated Attendant
Call in on a line programmed for Automated Attendant Service
Choose a Selector Code offered on the Main menu
Verify that the correct action (transfer to appropriate extension, transfer
to mailbox, playing of a Submenu or playing of an announcement) is
performed
5
6
Repeat this test for each Selector Code offered on the Night Main menu
Enter
at the Main menu and verify that the correct Dial 0 / Timeout
action is performed
7
Repeat for each Automated Attendant
Night Service Programming.
-
-
-
-
Verifying Line Coverage
-
-
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Verifying Night Service Programming
Use this procedure if the Schedule Controller is set to follow the Switch mode or to follow both the Switch mode and the Weekly
Business Schedule mode.
(If the Schedule Controller is set to follow the Weekly Business Schedule mode, skip this procedure.)
To verify the Night Main menu:
Step
Procedure
1
Perform the appropriate step for the Night Service option programmed on MERLIN MAGIX:
● Night Service with Time Set: Program current time on communications system to two minutes before
time set for night mode to go into effect, then wait three minutes for system to go into Night Service
mode
● Night Service button: Press button on attendant’s console.
● Night Service button on more than one attendant: Press Night Service button at each console
● Night Service button password: Press Night Service button on one console and enter the password
2
3
4
Place a call on an incoming line answered by an Automated Attendant
Choose a Selector Code from the Night Main menu
Verify that the correct action (transfer to the appropriate extension, transfer to mailbox, playing of a submenu
or playing of an announcement) will be performed
5
6
Repeat this test for each Selector Code on the Night Main menu
Enter
at the Main menu and verify that the correct Dial 0 / Timeout action is performed
7
8
Repeat for each Automated Attendant
Reset system time to current time, if necessary
Verifying Immediate Call Handling
Verifying Night Main menu
-
-
-
Verifying Delayed Call Handling
Verifying Day Main menu
-
Verifying Extension Coverage
Verifying Line Coverage
-
-
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Verifying Fax Machines
If a MERLIN Messaging System Automated Attendendant has a Fax extension
programmed to receive faxes:
Step
Procedure
1
Send a fax to one of the incoming lines assigned to Automated Attendant
Service
2
3
Verify that the fax is received by the proper fax machine
If a fax Message-Waiting indicator has been programmed for that fax
machine, check that it is lit
4
If Multiple Automated Attendant operation is programmed, repeat this test
for each Automated Attendant that has a Fax extension
-
-
-
-
Verifying Line Coverage
-
-
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Verifying Extension Coverage
To verify that coverage for each extension works correctly:
Step
Procedure
1
Call an extension that is a sender in a Coverage Group covered by a
MERLIN Messaging System Calling Group
2
3
Do not answer the call
Verify that the MERLIN Messaging System answers and plays the
mailbox’s greeting
5
Bilingual operation only:
● Verify that the greeting is played in the Primary Language
● Press *1 and verify that you hear the system prompts in the
secondary language
6
Repeat this test for all extensions that have Group Coverage provided by
the MERLIN Messaging System
-
-
-
-
-
Verifying Line Coverage
-
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Verifying Line Coverage
To verify that coverage for external calls works correctly:
Step
Procedure
1
Place an outside call to a line that should receive MERLIN Messaging
System Call Answer Service
2
3
Do not answer the call
For lines without a principal user, the call should receive the coverage of
extension with lowest logical ID in Coverage Group
4
5
For lines with a principal user, the call should receive coverage of
principal user
Bilingual operation only:
● Verify that system prompts are played in the Primary Language
● Press *1 and verify that you hear system prompts in the Secondary
Language
6
Repeat this test for all lines that should receive MERLIN Messaging
System Call Answer Service
-
-
-
-
-
Verifying Extension Coverage
-
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Troubleshooting Overview
This section provides procedures for solving the most common problems that you may
encounter with the system. You may be able to resolve a problem quickly and easily by
following the appropriate steps. If you are unable to resolve a problem, call the Lucent
Technologies Technical Support Organization (TSO) Helpline at 1 800 628-2888 or your
authorized dealer.
Problems and Corrective Actions
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Problems and Corrective Actions
Problems
Touch Tones were entered but not detected by the MERLIN Messaging System.
A call transferred by the system appears on both the ICOM button (Key mode) or SA button (Hybrid/PBX mode) and a telephone's line button.
System terminates recording of name, greeting or message before user finishes.
Caller hears ringing, but the system does not answer.
Caller hears elongated ringing but the system does not answer.
The system does not answer immediately.
A busy signal is received when calling into voice mail.
Messages cannot be left in a user's voice mailbox.
The first part of the greeting gets cut off.
Calls are not being transferred.
Calls are not being transferred properly.
Message-Waiting lights are not turning on and off.
A user is unable to log in to Voice Mail.
Message-Waiting lights are not being turned on/off in a timely manner.
Calls are not being answered by the correct Automated Attendant.
Outcalling is delayed.
Outcalling to a pager is not working.
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Touch Tones were entered but not detected by the MERLIN Messaging System.
Possible Cause
Corrective Action
The line is too noisy. The system may not be able to
interpret Touch Tones while a prompt plays because of the
noise.
● Wait until the prompt finishes before
entering the Touch Tones.
● If you are using a speakerphone, turn
off the microphone.
● Correct the noisy lines.
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A call transferred by the system appears on both the ICOM button (Key mode) or SA button (Hybrid/PBX
mode) and a telephone's line button.
Possible Cause
Corrective Action
When the system transfers a call to a telephone Use the ICOM or SA button to answer the call.
that has a line appearance for the line the call is
on, the call will ring at the ICOM button but
will also flash on the line button. This is normal
operation.
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System terminates recording of name, greeting or message before user finishes.
Possible Cause Corrective Action
Recording may have reached the time limit set Be sure the recording does not exceed the time limit,
for it.
then re-record it.
Speaker's voice sounded like a Touch-Tone
digit.
Re-record the message.
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Caller hears ringing, but the system does not answer.
Possible Cause
Corrective Action
This is normal when all the system ports are
busy.
None. Add ports if this happens frequently.
One or more MERLIN Messaging System ports
may be locked or defective.
To verify whether the voice ports on the MERLIN
Messaging System module are operating properly:
Look at the voice-port LEDs on the MERLIN
Messaging System module.
● If any voice-port LEDs are Off, call the Lucent
Technologies Technical Service Organization
(TSO) or your authorized dealer.
● If any voice-port LEDs are green, call the
extension number associated with the voice port.
If you get no answer, call the Lucent
Technologies TSO or your authorized dealer.
● If any voice-port LEDs are green blinking, a call
is being handled at the voice port. If the call does
not drop, call the Lucent Technologies TSO or
your authorized dealer.
Check the settings through MERLIN MAGIX
Integrated System programming. The SA or ICOM
buttons should be set to Immediate Ring.
The ICOM buttons (Key mode) or SA buttons
(Hybrid/PBX mode) associated with the
MERLIN Messaging System ports (extensions)
connected to the MERLIN MAGIX Integrated
System may have been set to No Ring.
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Caller hears elongated ringing and the system does not answer.
Possible Cause
Corrective Action
MERLIN Messaging System ports have been
busied out by the communications system.
Restore the slot containing the MERLIN Messaging
System via SPM or the communications system
administration terminal set. If this has no effect, call the
Lucent Technologies Technical Service Organization
(TSO) or your authorized dealer.
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The system does not answer immediately.
Possible Cause
Corrective Action
The ICOM buttons (Key mode) or SA buttons Use MERLIN MAGIX Integrated System programming
(Hybrid/PBX mode) on the MERLIN ports to check the settings. They should be programmed for
(extensions) connected to the MERLIN MAGIX Immediate Ring.
Integrated System may have been set to No
Ring or Delayed Ring.
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A busy signal is received when calling into voice mail.
Possible Cause
Corrective Action
Try again later. If the condition persists, call the Lucent
All ports are in use or maintenance is being
performed on the MERLIN Messaging System Technologies Technical Service Organization (TSO) or
module.
authorized dealer.
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Messages cannot be left in a user's voice mailbox.
Possible Cause
Corrective Action
Voice mailbox is full or system is full.
Delete unneeded messages from the mailbox.
Mailbox sizes range from 5 to 180 minutes or 120 messages. The system capacity is 100
hours of storage. If users frequently hear the "Mailbox 80% Full" or "Mailbox Full"
Note: message, the System Manager may want to increase the storage size of the users' voice
mailboxes.
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The first part of the greeting gets cut off.
Possible Cause
Corrective Action
You may have begun recording the greeting too Re-record the greeting, speaking after the beep ends.
early.
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Calls are not being transferred.
Possible Cause
Corrective Action
Rotary Enable has not been administered for the Make sure all MERLIN Messaging System extensions
MERLIN Messaging System extensions.
"Enabling Rotary Signaling" in Path 2.
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Calls are not being transferred properly.
Possible Cause
Corrective Action
Automated Attendant Service may not be
administered properly.
● Make sure the menu prompt matches the
programmed Selector Codes.
● If the problem involves the Call Answer Service
Operator, be sure the proper extension has been
designated as the Call Answer Service Operator.
On the MERLIN Messaging System, check the
setting for the Call Answer Service Operator's
Extension. On the MERLIN MAGIX Integrated
System, check the setting for Unassigned under
the Options menu.
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Message-Waiting lights are not turning on and off.
Possible Cause
Corrective Action
The MERLIN Messaging port that lights the
Message-Waiting light has not been
administered as Rotary Enabled.
For Release 2 or later, check the communications
system programming for Port 2 on a 2-port system, Port
4 on a 4-port system, Ports 5 and 6 on a 6-port system,
Ports 7 and 8 on an 8-port system system, Ports 9 and
10 on a 10-port system, or Ports 11 and 12 on a 12-port
system to ensure the port is set to Rotary Enable.
For Release 1 or 1.1, check Port 2 on a 2-port system,
Port 4 on a 4-port system, or port 6 on a 6-port system.
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A user is unable to log in to Voice Mail.
Possible Cause
Corrective Action
Password may be incorrect.
Check to see that the password is correct. If the user has
forgotten the password, log in to the MERLIN
Messaging System as the System Administrator and
reinitialize the mailbox password.
Someone else is already logged in to that
mailbox.
Only one person can log in to a mailbox at a time.
Change the mailbox password to prevent unauthorized
use.
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Message-Waiting lights are not being turned On/Off in a timely manner.
Possible Cause
Corrective Action
If the problem occurs during times of heavy
telephone traffic, there may be an insufficient
number of Touch-Tone Receivers (TTRs).
Have the Lucent Technologies TSO or your authorized
dealer test TTRs and review your system configuration
to make sure you have sufficient TTRs.
MERLIN Messaging System port that turns the To test if the MERLIN Messaging port is faulty, dial
Message-Waiting light On and Off is defective. the extension of the MERLIN Messaging port that
lights the Message– Waiting light. For release 2 or
later, on a 2-port system, dial extension for Port 2; on a
4-port system, dial extension for Port 4; on a 6-port
system, dial extension for Port 6; on an 8-port system,
dial extension for ports 7 and 8; on a 10-port system,
dial the extension for Ports 9 and 10; on a 12-port
system, dial extension for Ports 11 and 12. For Release
1 and 1.1, on a 2-port system, dial extension for Port 2;
on a 4-port system, dial extension for Port 4; on a
6-port, dial extension for Port 6.
The MERLIN Messaging port LED should be green. If
it is not and if the port does not answer and play the
voice mail greeting, the base module needs to be
replaced.This can only be done by a trained technician.
Call your Lucent Technologies TSO or authorized
dealer.
If only one Message-Waiting light is affected, From an Operator Console, check the Message-Waiting
the LED on the telephone set may be defective. light:
Go off-hook on the extension.
1. Enter # 53 followed by the extension number to
turn the light On.
2. Enter # * 53 followed by the extension number to
turn the light Off.
If the light is defective, replace the telephone.
There is heavy call traffic and Outcalling
volume on the MERLIN Messaging System.
You may need to add more ports or reduce the
frequency of Outcalling. You should also check the
The same port used for Message-Waiting light programming of the MERLIN LEGEND
activation/deactivation performs Outcalling.
Communications System to make sure that the Calling
This port is also used in Call Handling. If your Group is administered as a Linear Hunt type and that
system performs heavy Outcalling or has heavy the ports that perform Message-Waiting light
call volume, the port may frequently be
unavailable for Message-Waiting light
activation/deactivation.
activation/ deactivation are the last port(s) in the
MERLIN Messaging System Calling Group.
For Release 2 or later, the ports that perform
Message-Waiting Light activation/deactivation are Port
2 on a 2-port system, Port 4 on a 4-port system, Ports 5
and 6 on a 6-port system, Ports 7 and 8 on an 8-port
system, Ports 9 and 10 on a 10-port system, and Ports
11 and 12 on a 12-port system.
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For Release 1 or 1.1, the port that performs
Message-Waiting Light activation/deactivation is Port 2
on a 2-port system, Port 4 on a 4-port system, Ports 5
and 6 on a 6-port system
Message-Waiting light remains lit if there are
any new messages in the mailbox.
Once you listen to all new messages, the
Message-Waiting light goes off.
Message-Waiting light may be indicating that If you are the General Mailbox Owner, check the
there is a message in the General Mailbox or
that an operator message or a fax has arrived.
General Mailbox and delete all messages. If you are the
Fax Message Receiver, check to see whether a fax has
arrived and, if so, turn off your Message-Waiting light.
Also, check with the operator to see whether you have a
message.
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Calls are not being answered by the correct Automated Attendant.
Possible Cause Corrective Action
Line may be assigned to the wrong Automated Check MERLIN Messaging System line assignments.
Attendant.
Make necessary corrections.
If configured with a "phantom" station, the
Make sure that the correct phantom station is the
phantom station used for Delayed Call Handling principal owner of the line. Correct programming, if
may not be the principal owner of the line. See necessary.
your communications system Feature Reference
for more information regarding phantom
stations.
Automated Attendant Mailbox has not been set Make sure that the Automated Attendant Mailbox
up for the Delayed Call Handling Calling
Group.
number corresponds to the Delayed Call Handling
Calling Group extension number.
Lines may not be assigned to the Calling Group Check communications system programming to be sure
used for Delayed Call Handling.
lines are assigned to the correct Calling Group and
correct, if necessary.
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Outcalling is delayed.
Possible Cause
Corrective Action
There is heavy call traffic and Outcalling
volume on the MERLIN Messaging System.
You may need to add more ports or reduce the
frequency of Outcalling. You should also check the
The same port used for Message-Waiting light programming of the MERLIN LEGEND
activation/deactivation performs Outcalling.
Communications System to make sure that the Calling
This port is also used in Call Handling. If your Group is administered as a Linear Hunt type and that
system performs heavy Outcalling or has heavy the port(s) that do Outcalling are the last port(s) in the
call volume, the port may frequently be
unavailable for Outcalling.
calling group.
For Release 2 or later, the port(s) that do Outcalling are
Port 2 on a 2-port system, Port 4 on a 4-port system,
Ports 5 and 6 on a 6-port system, Ports 7 and 8 on an
8-port system, Ports 9 and 10 on a 10-port system, or
Ports 11 and 12 on a 12-port system.
For Release 1 or 1.1, the port that does the Outcalling is
Port 2 on a 2-port system, Port 4 on a 4-port system, or
Port 6 on a 6-port system.
If the problem occurs during times of heavy
telephone traffic, there may be insufficient
Touch-Tone Receivers (TTRs).
Have Lucent Technologies TSO or your authorized
dealer test the TTRs and review your system
configuration to make sure you have sufficient TTRs.
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Outcalling to a pager is not working.
Possible Cause
Corrective Action
Outcalling number is not properly programmed. Check that the Outcalling number is correct. If not,
reprogram the number.
Restriction is still assigned to the last port.
Check the communications system programming to
ensure the last port is Unrestricted. Also check the
Facility Restriction Level (FRL).
Insufficient number of pauses in Outcalling
number.
It is a good idea to include a pause between the pool
access number and the telephone number. It is also
important to include a sufficient number of pauses
between the pager number and the Personal
Identification Number (PIN) or between the pager
number and the call back number. Leave at least seven
pauses after the pager number. You must allow enough
time for the paging service to answer before the PIN
and/or callback number is dialed.
If the problem occurs during times of heavy
telephone traffic, there may be insufficient
Touch-Tone Receivers (TTRs).
Have Lucent Technologies Technical Service
Organization (TSO) or your authorized dealer test the
TTRs and review your system configuration to make
sure you have sufficient TTRs.
There may not be a line available to place a call. If all lines are in use when the system attempts to
Outcall, the Outcall does not go through. The MERLIN
Messaging System waits the amount of time
programmed as the Outcalling Delay before trying to
call again. You may need to increase the number of
Outcalling Cycles, increase the minutes between
outcalls and/or obtain more lines.
Message was received outside the hours
This is normal operation. Outcalling is performed only
programmed in the user's Outcalling Schedule during the hours specified by the user's Outcalling
or the Outcalling period is over.
Outcalling may not be turned On.
Schedule. Outcalling will be done only for messages
received during the Outcalling period.
Have the mailbox owner check to see that Outcalling is
turned On.
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Backing Up the System to the PC Card
Following MERLIN Messaging System programming, you can back up programmed
prompts onto the PC Card. The backed up information may be used to perform a system restore if
the system fails or if data becomes corrupted.
If you need your entire system backed up and restored, use the PC-based system administration
software. See the MERLIN Messaging Release 2 System Administration Guide for more
information.
● The MERLIN Messaging System must be in an idle state in order for the backup to
begin.
Note:
● Prior to starting the backup process, the system will busy-out the messaging ports.
● During the backup process, the system does not answer calls.
● Backing up the PC Card can take up to 20 minutes.
To back up the system:
Step
Touch-Tone Input
1
2
3
Log in to System Administration, if needed
Select System Backup
Select Backup, then choose one of the
following:
or
● Confirm
● Cancel
4
If finished
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Introduction
This section of the Online Guide describes the communications system programming tasks that
must be performed after the MERLIN Messaging System module has been installed and
Messaging System.
You can program the communications system settings from a communications system
programming console or you can use System Programming Maintenance (SPM) software on a
personal computer.
Programming Optional Extension Features
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Setting the Transfer Return Time
The Transfer Return Time is the number of times a transferred call will ring at the transfer
destination before it returns to the extension from which it was transferred.
If
Then
All extensions are covered by the MERLIN
Messaging System only
You must set the Transfer Return Time to a
value > the Coverage Delay Interval
Any extension has both Personal Coverage and
Group Coverage by the MERLIN Messaging
System
You must set the Transfer Return Time to a
value > the sum of the Coverage Delay and
Delay Ring Intervals
● The factory setting is four rings.
● Refer to your communications System Planning Form
containing System Features information to locate the Transfer
Return Time identified for your site
Note:
Procedure
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To set the Transfer Return Time:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
Options
2
3
4
5
Select Options
Select Transfer
Transfer
Select Transfer Return Time
Erase current number of rings
Return Time
Drop or
+
or
Backspace
6
7
Enter number of rings before calls [nnn]
are transferred back the originator
[nnn]
Enter
Exit/Back
Exit/Back
Return to System Programming
menu
Procedures
Setting the VMS Transfer Return Interval
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Setting the VMS Transfer Return Interval
The VMS Transfer Return Interval is the number of times a call transferred by the MERLIN
Transfer Redirect Extension.
If
Then
All stations are covered by the MERLIN
Messaging System
You must set the VMS Transfer Return
Interval to a value > the Group Coverage Ring
Delay
Any station has both Personal Coverage
You must set the VMS Transfer Return
(Primary only or Primary and Secondary) and Interval to a value > the sum of the Group
group coverage by the MERLIN Messaging
System
Coverage Ring Delay and Primary Cover Ring
Delay
● The factory setting is four rings.
● The VMS Transfer Return Interval is not indicated on any
Note:
communications System Planning Form.
● Recommendation: Make the VMS Transfer Return Interval =
the Transfer Return Time
Procedure
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To set the VMS Transfer Return Interval:
Step Programming Task Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
AuxEquip
VMS/AA
2
3
Select Auxiliary Equipment
Select Voice Messaging
System/Automated Attendant
TransferRtn
Backspace
4
5
Select Transfer Return
Erase current number of rings
Drop or
6
7
Enter number of rings before
calls are returned from transfer
[n]
[n]
Enter
Exit/Back
Exit/Back
Return to System Programming
menu
Redirecting Calls Sent to Unassigned Extensions
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Redirecting Calls Sent to Unassigned Extensions
You must designate a Transfer Redirect extension to which the following calls can be
transferred:
● Calls transferred by the MERLIN Messaging System to extensions where there is no
answer and no coverage.
● Calls coming in from outside the system to unassigned numbers.
● Refer to the communications System Planning Form containing System Features
information to locate site-specific settings.
The factory setting is the first system operator position assigned in the communications
system.
Procedure
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To Redirect Calls to Unassigned Extensions:
Step
1
Programming Task
Console Input/Selection
PC Input/Selection
Enter Programming
mode
[any key]
Sys Program
Exit/Start
2
3
Select Options
Options
Display next page of
menu
/
4
5
Select Unassigned
Extension
Unassigned
Select 1 Transfer
Extension type
QCC Queue
Extension
Grp Calling
then
+
then
Enter
6
7
If Extension or Group
Calling was selected,
erase current setting if
needed
or
Backspace
Enter telephone
[nnn]
[nnn]
extension or Calling
Group to which calls
should be redirected
Enter
8
Return to System
Exit/Back
Programming menu
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Programming Call Answer Service
Programming the Call Answer Service features enables your communications system to
● Select the MERLIN Messaging System Calling Group as the Group Coverage receiver.
Any number of extensions can be assigned to a Coverage Group. Unanswered calls to
extensions in the Coverage Group are redirected to MERLIN Messaging System ports in the
MERLIN Messaging System Calling Group.
Redirecting Calls Sent to Unassigned Extensions
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Programming Group Coverage
Use the following procedure to:
● Identify the specific extensions designated to receive coverage by the MERLIN
Messaging System Call Answer Service.
● Identify the extension of the MERLIN Messaging System Calling Group.
The above extensions were identified during system planning. To locate the actual
extension data that you must enter, refer to the communications System Planning Form
Note: that contains "Group Coverage" information.
Procedure
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To program Group Coverage:
Step
1
Programming Task
Console Input/Selection
PC Input/Selection
Enter Programming mode
[any key]
Sys Program
Exit/Start
Extensions
2
3
4
5
Select Extensions
Display next page of menu
Select Group Coverage
Enter group number (1-30)
/
Group Cover
F3
[nnn]
[nnn]
Enter
6
Enter extensions
[nnn]
[nnn]
Enter
7
8
Repeat Step 6 for all extensions
Return to Extensions menu
Exit/Back
9
Select Group Calling
Grp Calling
GrpCoverage
10
11
Select Group Coverage
Enter extensions of MERLIN
Messaging System Calling
Group
[nnn]
[nnn]
[nnn]
Enter
12
13
Enter Coverage Group number [nnn]
Enter
Return to System Programming
menu
Exit/Back
Exit/Back
Exit/Back
Procedures
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Redirecting Calls Sent to Unassigned Extensions
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Creating the Group Coverage Ring Delay
The Group Coverage Ring Delay is the number of times a call will ring at an extension without
Personal Coverage but covered by a Calling Group, before the call is sent to an assigned
Calling Group (Group Coverage Receiver). If any Personal Coverage (Primary or Secondary)
is available, the Delay Ring Interval is added to this Ring Delay for a total Ring Delay value.
This procedure is used to specify the number of rings before a call is sent to Group Coverage.
● The factory setting is 3 rings.
● The setting must be identified for each sender extension assigned to the Coverage
Group.
● Refer to the communications System Planning Form containing "Group Coverage Ring
Delay" information for site-specific settings.
Procedure
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To create the Group Coverage Ring Delay:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
Extensions
2
3
Select Extensions
Display third page of menu
/
/
Cover Delay
Group Cover
4
5
6
Select Cover Delay
Select Group Cover
Enter sender’s extension
[nnnn]
[nnnn]
Enter
7
8
Erase current number of rings
or
+
Backspace
Enter the number of rings for
Coverage Delay Interval (1-9)
[n]
[n]
Enter
9
Repeat Steps 5 through 8 for each
sender extension assigned to Group
Coverage
Exit/Back
Exit/Back
10 Return to System Programming menu
Redirecting Calls Sent to Unassigned Extensions
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Programming Call Handling Methods
The MERLIN Messaging Automated Attendant Service provides four call handling methods
that allow external, incoming calls to be answered by either the Automated Attendant or
● Fax Call Handling
Site-specific communications system Call Handling information is included on
communications System Planning Forms addressing the following topics:
● System Numbering: Extension Jacks
● Group Coverage
● Group Calling
The following sections describe each Call Handling method and the related programming steps
required.
Procedures
Fax Call Handling
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Immediate Call Handling
With Immediate Call Handling, the MERLIN Messaging Automated Attendant Service answers
all incoming calls.
If
Then
the MERLIN Messaging System does not
answer the call within the Delay Ring
Interval
(DLC)
System to the QCC when the Calling Group
overflow threshold criteria are met
(QCC)
The number of incoming calls to the MERLIN
Messaging System is large
Overflow calls are sent to the system
operator
No MERLIN Messaging ports are available to
answer the call
The call is transferred to the QCC overflow
queue when the Queue Overflow Threshold
is reached or to a DLC after the Delay Ring
Interval
When Fax Call Handling is programmed, Automated Attendant Service recognizes the fax
calling (CNG) tone and directs the fax call to the fax machine or fax group programmed
for the particular Automated Attendant.
Note:
Programming Required:
● Assign the lines that you want answered by Automated Attendant to the MERLIN
Messaging System Calling Group.
Assigning Lines/Pools to the MERLIN Messaging System Calling Group.
● If you want a DLC or other telephone that is not a QCC to provide backup Call Handling
for the Automated Attendant:
❍ Assign the lines answered by the Automated Attendant as Personal Line buttons on
the DLC or other telephone.
Assigning Personal Lines
❍ Set the Personal Line buttons to Delay Ring.
Setting Line/Cover Buttons to Delay Ring
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❍ Set the lines answered by the Automated Attendant to "No Ring" on the MERLIN
Messaging System telephone
Setting No Ring for Other Extensions
● If you want a QCC to provide backup for the Automated Attendant, program the MERLIN
Messaging System Calling Group to overflow to the QCC queue. Set the calling overflow
thresholds as desired.
Handling
● If the communications system uses the Night Service feature, assign the MERLIN
Messaging System Calling Group as a Night Service Receiver for each appropriate Night
Service group.
Programming a Night Service Coverage Receiver
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Assigning Trunks/Pools to the MERLIN Messaging System
Calling Group
You must assign the trunks/pools to the MERLIN Messaging System Calling Group to assure
that incoming calls are directed to the MERLIN Messaging System.
Refer to the communications System Planning Form containing Group Calling information to
identify the lines that are affected.
Procedure
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To assign trunks/pools to the MERLIN Messaging System Calling Group:
Step Programming Task
Programming Console
PC
1
Enter programming mode
[any key]
Sys Program
Exit/Start
Extensions
2
3
4
5
6
Select Extensions
Display next page of menu
Select Group Calling
/
Grp Calling
Line/Pool
Select Line/Pool Assignment
Enter the extension number of the
MERLIN Messaging System Calling
Group
[nnn]
[nnn]
[nnn]
[nnn]
Enter
Enter
7
Enter trunk/pool numbers
8
9
Repeat Step 7 for all trunks and pools
to be added to the Calling Group
Exit/Back
Exit/Back
Exit/Back
Return to System Programming menu
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Assigning Personal Lines
With Immediate Call Handling, if you want a DLC or other telephone that is not a QCC to provide backup
call handling for the Automated Attendant, you must assign the lines answered by the Automated Attendant
as Personal Line buttons. You must also set the Personal Line buttons to Delay Ring to ensure proper
operation.
To add an outside line to the extension used for Outcalling in Key mode:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
Sys Program
Exit/Back
[any key]
2
3
4
Select Extensions
Extensions
Select Lines/Trunks
Lines/Trunks
Enter the extension number you want [nnn]
to program
[nnn]
Enter
5
Add the Outcalling line assignments Press line button on console
by selecting each line button and
turning on the green
or
function key
+
Message-Waiting light
Exit/Back
6
7
8
Press Exit/Back when you have
finished adding the Outcalling lines
to that extension
Repeat Steps 4-6 for each extension
providing backup call handling for
the Automated Attendant
Return to System Programming menu
Exit/Back
Exit/Back
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Setting Line/Cover Buttons to Delay Ring
Delay Ring is a communications system ringing option that provides a delay before the
telephone rings, when a call is received on a cover button or outside line button. The delay is
two rings for an outside line, SA and ICOM buttons.
You should use this procedure if you want calls not answered by the MERLIN Messaging
System to ring on the operator’s DLC after two rings.
Refer to the "Group Calling" communications System Planning Form for line and pool
numbers. Use communications System Planning Form containing "System Numbering:
Extension information", to identify the system operator’s extension.
Procedure
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To set Line/Cover Buttons to Delay Ring:
Step Programming Task
Programming Console
PC
1
Enter programming mode
[any key]
Sys Program
Exit/Start
2
3
Display next page of menu
/
Select Centralized Telephone
Programming
Cntr-Prg
4
5
Select Program Extension
Program Ext
Enter extension you want to program
[nnn]
[nnn]
Enter
6
Start Centralized Telephone
Programming
Start
7
8
Select line/feature button
Press button on console
or
function key, then
+
Choose an option:
● Set all lines at the extension to Delay
Ring
● Set individual lines at the extension
to Delay Ring. Repeat steps 7 and 8
in each individual line you want to
program
9
Sys Program
Exit/Back
Exit/Back
/
Return to System Programming menu
Assigning Trunks/Pools to the MERLIN Messaging System Calling Group
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Setting No Ring for Other Extensions
If a line is assigned to the MERLIN Messaging System Calling Group and it also appears at
other telephones, the line should be set to "No Ring" on the non-MERLIN Messaging System
telephones.
To do this, you must:
● Refer to the communications System Planning Form containing Group Calling
information to identify the lines that are affected.
● Use your communications system Centralized Telephone Programming to set the lines
answered by the Automated Attendant to No Ring.
Procedure
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To Set No Ring for Other Extensions:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
2
3
Display next page of menu
/
Select Centralized Telephone
Programming
Cntr-Prg
Program Ext
4
5
Select Program Extension
Enter extension you want to
program
[nnn]
[nnn]
Enter
6
7
Select line/feature button
Press button on console
or
+
function key, then
Choose an option:
● Set all lines at the extension
to No Ring
● Set individual lines at the
extension to No Ring
8
9
Repeat Steps 6 and 7 as needed
Start
Return to System Programming
menu
Sys Program
Exit/Back
Exit/Back
/
Procedures
Assigning Trunks/Pools to the MERLIN Messaging System Calling Group
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Providing Overflow Coverage (Hybrid/PBX Only) to the QCC
Queue for Immediate Call Handling
You must use this procedure if the communications system operator has a Queued Call
Console (QCC) and the QCC should receive overflow calls from the MERLIN Messaging
System. The QCC will receive calls when the number of calls waiting in the MERLIN
Messaging System Calling Group queue is equal to or greater than the programmed Overflow
Threshold. Refer to the communications System Planning Form containing Group Calling
information to locate site-specific Overflow Threshold settings.
Procedure
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To program Overflow Coverage (Hybrid/PBX Only) to the QCC Queue for Immediate Call
Handling:
Step Programming Task
Programming Console
PC
1
Enter programming mode
[any key]
Sys Program
Exit/Start
Extensions
2
3
4
5
Select Extensions
Display next page of menu
Select Group Calling
/
Grp Calling
Overflow
Select Group Calling Overflow
Coverage
6
7
Enter extension of MERLIN
Messaging System Calling Group
[nnn]
[nnn]
[nnn]
Enter
Enter
Enter the Listed Directory Number [nnn]
(LDN) for the QCC Queue
Number Based
Overflow
8
9
Select Number Based Overflow
Erase current number of calls
or
Backspace
10 Enter the number of calls (1-99) in [nnn]
[nnn]
queue before calls are sent to QCC
Enter
Time Based Overflow
11 Select Time Based Overflow
12 Erase current number of seconds
or
Backspace
13 Enter the number of seconds in
[nnn]
[nnn]
queue before calls are sent to QCC
Enter
Prompt Based
Overflow
14 Select Prompt Based Overflow
Yes or No
Enter
15 Select Yes or No
or
In most cases you select No.
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Exit/Back
Exit/Back
Exit/Back
16 Return to System Programming
menu
Assigning Trunks/Pools to the MERLIN Messaging System Calling Group
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To program a Night Service Coverage Receiver:
Step Programming Task Console Input/Selection
PC nput/Selection
1
Enter programming mode
[any key]
Sys Program
Exit/Start
2
3
4
5
Select Night Service
Select Group Assignment
Select Calling Group
NightSrvce
GroupAssign
Calling Grp
Enter the Night Service operator
extension
[nnn]
[nnn]
[nnn]
[nnn]
Enter
Enter
6
7
Enter the extension of the MERLIN
Messaging System Calling Group
Return to System Programming menu
Exit/Back
Exit/Back
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Delayed Call Handling
With Delayed Call Handling, incoming calls ring at the system operator’s telephone. The
system operator, the MERLIN Messaging System answers the call after the Delay Ring
interval. The caller receives Automated Attendant Service.
Programming Required:
● Assign lines for immediate ring on the Direct-Line Console [DLC or other telephone
Assigning Lines/Pools to the MERLIN Messaging System Calling Group.
● Select an unused Calling Group extension with no members (called a Phantom Calling
group) and assign the lines that you want answered on a delayed basis by the Automated
Assign Lines/Pools to the Delayed Call Handling Calling Group
● Assign the MERLIN Messaging System Calling Group as the Overflow Coverage
receiver for the Delayed Call Handling Calling Group and program the following
Overflow Coverage settings:
❍ Set the Time-Based Overflow to the number of seconds that corresponds to the
number of rings that you want the system operator to hear before the call is sent to
the Automated Attendant.
❍ Set the Number-Based Overflow for the Delayed Call Handling Calling Group to
99.
Handling Coverage Group
❍ On the MERLIN Messaging System, assign the new Delayed Call Handling
Calling Group extension as an Automated Attendant extension eith no telephone.
Assigning Automated Attendant Extensions
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Assigning Outside Lines or Pools to Delayed Call Handling Calling Group
When setting up the MERLIN Messaging System for Delayed Call Handling, first select an unused
Calling Group extension with no members (phantom Calling Group). Next, use this procedure to program
the outside lines or pools assigned to the buttons on the DLC Operator position to ring directly into the
phantom Calling Group.
To assign outside lines or pools to Delayed Call Handling Calling Group:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
Extensions
2
3
4
Select Extensions
Display next page of menu
Select Group Calling
/
Grp Calling
Line/Pool
5
6
Select Line/Pool
Enter extension number of Delayed [nnn]
Call Handling Calling Group
[nnn]
[nnn]
Enter
Enter
7
Enter line/trunk or pool number.
Repeat this step for each line/trunk
or pool that you want to ring
directly into Delayed Call Handling
Group.
[nnn]
Exit/Back
8
9
Return to Extensions menu
Select Group Calling
Grp Calling
GrpCoverage
10 Select Group Coverage
11 Enter Extension number of
MERLIN Messaging System
Calling Group
[nn]
[nn]
[nn]
Enter
12 Enter Coverage Group number
[nnn]
Enter
Exit/Back
Exit/Back
Exit/Back
13 Return to System Programming
menu
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Providing Overflow Coverage to MERLIN Messaging System for the Delayed Call Handling
Calling Group
Use this procedure to do the following:
● Specify the MERLIN Messaging System Calling Group as the overflow receiver for the Delayed Call
Handling Calling Group.
● Change the factory setting for the Number-Based Overflow from 1 to 99 calls.
● Set the Time-Based Overflow threshold to the appropriate setting (approximately 5 seconds for each
ring). For example, if you want a call to ring at the DLC System Operator's position 5 times before
being transferred, set the Time-Based Overflow to 25 seconds.
Keep the factory settings for the Calling Group type
(AutoLogout) and hunt type (circular).
Note:
[nnn]
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter programming mode
[any
key]
Sys Program
Exit/Start
Extensions
2
Select Extensions
3
4
Display next page of menu
Select Group Calling
Grp Calling
Overflow
5
6
Select Overflow
Enter extension number of Delayed [nnn]
Call Handling Calling Group
[nnn]
+
Enter
Drop
7
Erase current overflow receiver
extension, if assigned
8
9
Enter extension for the MERLIN
Messaging System Calling Group
[nnn]
[nnn]
Enter
Number Based
Select Number-Based Overflow
Overflow
10 Erase the current number of calls
Drop
+
11 Enter the highest setting (to ensure [99]
calls go to overflow based on time
and not number of calls)
[99]
Enter
Time Based
12 Select Time-Based Overflow
Overflow
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13 Erase the current time setting
Drop
+
14 Enter the number of seconds
[nnn]
[nnn]
Enter
(0-900)
Exit
Exit
Exit
15 Return to System Programming
menu
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Night Only Call Handling
If Night Only Call Handling is programmed, the communications system directs calls to the
MERLIN Messaging System Calling Group extensions. It is usually activated after normal
business hours. You must identify the MERLIN Messaging System Calling Group as the Night
Service group member for the system operator.
Refer to the communications System Planning Form containing Night Service: Group
Assignment information to locate the Night Service operator extension and the extension
number for the MERLIN Messaging System Calling Group.
Programming Required:
● Assign the MERLIN Messaging System Calling Group as the Night Service receiver for
all applicable Night Service groups.
Programming a Night Service Coverage Receiver
The lines assigned to the Night Service group that will receive Night Only Call
Handling treatment should not be assigned to the MERLIN Messaging System
Note: Calling Group.
● Create a Night Service Exclusion List for those communications systems that are
exempt from Night Only Call Handling.
Creating the Night Service Exclusion List
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Creating the Night Service Exclusion List
The Exclusion List contains extensions that are exempt from Night Service password
requirements.
If
Then
You want to allow Outcalling after hours
Messaging System port used for Outcalling on
the Exclusion List
Refer to your communications System Planning Form containing Night Service,
Outward Restriction information to identify the MERLIN Messaging port used for
Note: Outcalling.
Procedure
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To create the Exclusion List:
Step To
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
NightSrvce
ExcludeList
2
3
4
Select Night Service
Select Exclusion List
Assign the MERLIN Messaging
System port used for Outcalling to
the Exclusion List
[nnn]
[nnn]
Enter
Exit/Back
Exit/Back
5
Return to System Programming
menu
Programming Automatic Route Selection (ARS) Restrictions
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Changing Calling Restriction to Allow Outcalling
If
Then
The Outcalling feature is not used
The communications system extensions assigned to MERLIN
Messaging System module voice ports should be Outward
Restricted.
The Outcalling feature is used
For Release 2 or later, ports to be unrestricted or toll restricted are:
● Port 2 only on a 2-port system
● Port 4 only on a 4-port system
● Ports 5 and 6 only on a 6-port system
● Ports 7 and 8 only on a 8-port system
● Ports 9 and 10 only on a 10-port system
● Ports 11 and 12 only on a 12-port system
For Release 1 and 1.1, ports to be unrestricted or toll restricted are:
● Port 2 only on a 2-port system
● Port 4 only on a 4-port system
● Port 6 only on a 6-port system
● The factory setting for all the MERLIN Messaging System extensions assigned to
the MERLIN Messaging System Calling Group VMI are Outward Restricted.
Note:
● Refer to your communications System Planning Form containing Call Restrictions
and Lists information to identify the Outward Restriction status of extensions at
your site
Procedure
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Changing Calling Restrictions to Allow Outcalling:
Step To… Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
Extensions
Restriction
2
3
4
Select Extensions
Select Restriction
Enter the extension number of the [nnn]
highest MERLIN Messaging
System port
[nnn]
Enter
5
Select Unrestricted or Toll Restrict
Unrestricted
as applicable
or
Toll Restrict
Enter
6
7
Choose Enter
Exit/Back
Return to System Programming
menu
Procedures
Creating the Night Service Exclusion List
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Programming Automatic Route Selection (ARS) Restriction
(For Hybrid/PBX mode only)
As an additional security step, network dialing for all extensions, including messaging port extensions, should be
processed through ARS using dial access code 9.
All ports on the communications system that are programmed as VMI ports must be:
● Assigned an FRL of 0
● Outward Restricted
● Assigned Disallowed List 7
This combination of restrictions is designed to prohibit all Outcalling.
To prevent toll fraud, ARS FRLs should be established, using:
● FRL 0 for restriction to internal dialing only
● FRL 2 for restriction to local network calling only
● FRL 3 for restriction to domestic long distance
● FRL 4 for international calling
Each extension should be assigned the appropriate FRL to match its calling requirements.
If
Then
A messaging port extension is not used for
Outcalling
It should be assigned to FRL 0 (the factory setting)
Outcalling will be used for the MERLIN
Messaging System
For Release 2 or later, ports to be unrestricted or toll restricted
are:
● Port 2 only on a 2-port system
● Port 4 only on a 4-port system
● Ports 5 and 6 only on a 6-port system
● Ports 7 and 8 only on a 8-port system
● Ports 9 and 10 only on a 10-port system
● Ports 11 and 12 only on a 12-port system
For Release 1 and 1.1, ports to be unrestricted or toll restricted
are:
● Port 2 only on a 2-port system
● Port 4 only on a 4-port system
● Port 6 only on a 6-port system
Refer to your communications System Planning Form containing Call Restrictions and Lists
information to identify the appropriate FRLs for system ports and other restrictions.
Note:
Procedure
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To program Automatic Route Selection Restriction (ARS):
Step To
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
2
3
4
5
Select Extensions
Extensions
Display next page of menu
Select Restriction
/
ARS Restrict
Enter the extension number of the
MERLIN Messaging System port
used for Outcalling
[nnn]
[nnn]
Enter
6
7
Erase restriction level
or
+
or
Backspace
Enter restriction level (0-6)
[n]
[n]
Enter
Exit/Back
7
Return to System Programming menu
Procedures
Creating the Night Service Exclusion List
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Fax Call Handling
Programming Fax Call Handling information requires you to:
● Identify the extensions associated with fax machines.
● Identify the fax machine for each Automated Attendant, if applicable.
● Identify the extension that will receive the Message-Waiting indication when a fax is
received.
If more than one fax extension is specified for an Automated Attendant, you must create a Fax
Calling Group for that Automated Attendant. This allows the MERLIN Messaging System to
transfer fax calls immediately to an available fax machine assigned to the fax Calling Group.
Fax Call Handling can be used with Immediate Call Handling only. Fax Call Handling cannot
be used with Delayed Call Handling or Night Only Call Handling.
Programming Required:
Administering Fax Ports
● If you want more than one fax machine extension to be used for each Automated
Attendant, create a Fax Calling Group and assign the fax extensions as members of the
Creating a Fax Calling Group
● Identify the extension that will display a Message-Waiting light when a fax is received.
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To administer fax ports:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter programming mode
[any key]
Sys Program
Exit/Start
2
3
4
5
Select Auxiliary Equipment
Select Fax
AuxEquip
Fax
Select Extensions
Extensions
Enter the fax machine extension
number
[nnn]
[nnn]
Enter
6
7
Return to Fax menu
Exit/Back
Assign an extension to receive
Message-Waiting indication
Msg Waiting
8
9
Identify fax machine extension number [nnn]
sending the indication
[nnn]
[nnn]
Enter
Enter
Enter the extension number of the
telephone you want to assign as the fax
Message-Waiting Receiver
[nnn]
10 Repeat Step 9 as needed for up to 4
extensions
11 Return to Fax menu
12 Select Threshold
13 Erase current setting
Exit/Back
Threshold
or
Backspace
14 Enter the number of seconds [0-30]
[nn]
[nn]
Enter
15 Return to System Programming menu
Exit/Back
Exit/Back
Procedure
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Creating a Fax Calling Group
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Creating a Fax Calling Group
If more than one fax machine is assigned to an Automated Attendant, you must use this
procedure to assign the fax machines to a Calling Group.
● Refer to the communications System Planning Form containing information about
System Numbering: Extension Jacks to determine the fax extension.
● Refer to the communications System Planning Form containing Group Calling
information to determine the available Calling Group Numbers.
Procedure
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To create a Fax Calling Group:
Step Programming Task
Programming Console
PC
1
Enter programming mode
[any key]
Sys Program
Exit/Start
Extensions
2
3
4
5
6
Select Extensions
Display next page of menu
Select Group Calling
Select Members
/
Grp Calling
Members
Enter the extension number of the Calling [nnn]
Group
[nnn]
[nnn]
Enter
Enter
7
Enter the Group Member (extension of
the fax machine)
[nnn]
8
9
Repeat Step 7 as needed for each fax
machine
Exit
Exit/Back
10 Display next page of menu
/
Group Type
11 Select Group Type
12 Enter the extension number of the Calling [nnn]
[nnn]
Group
Enter
Auto Login
Enter
13 Select Auto Login
Exit/Back
Exit/Back
Exit/Back
14 Return to System Programming menu
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Programming MERLIN Messaging System Port Restrictions
Unless a system port is used for Outcalling, the port must be restricted from making external
calls. The following procedures deal with programming port restrictions.
Creating the Night Service Exclusion List
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Confirming the Touch-Tone Duration
The Touch-Tone Duration defines the length of the Touch-Tone signals sent from the
communications system to the MERLIN Messaging System. You must verify the Touch-Tone
Duration factory setting of 100 milliseconds (ms).
Procedure
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To confirm the Touch-Tone Duration:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
2
3
4
5
Select Auxiliary Equipment
Select VMS/AA
AuxEquip
VMS/AA
Select Touch-Tone Duration
Choose an option:
TT Duration
● Verify factory setting of 100 ms.
If current setting is incorrect,
erase the current setting and
enter 100 ms.
or
+
or
Backspace
100
100
Enter
● If setting is correct, return to
System Programming menu
Exit/Back
Exit/Back
Procedure
Confirming the Touch-Tone Interval
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To confirm the Touch-Tone Interval:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
2
3
4
5
Select Auxiliary Equipment
Select VMS/AA
AuxEquip
VMS/AA
Select Touch-Tone Interval
TT Interval
Choose an option:
● Verify factory setting of 100
ms. If current setting is
or
+
or
Backspace
incorrect, erase the current
setting and enter 100 ms.
100
100
Enter
● If setting is correct, return to
System Programming menu
Exit/Back
Exit/Back
Confirming the Touch-Tone Duration
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Confirming the Touch-Tone Interval
The Touch-Tone Duration defines the time between Touch-Tone signals sent between the
communications system and the MERLIN Messaging System. You must verify the
Touch-Tone Duration factory setting of 100 milliseconds (ms).
Procedure
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Programming the Message-Waiting Receiver
When a Calling Group has a mailbox, it is useful to designate an extension as a Message-Waiting Receiver for
the Calling Group. The Message-Waiting lights on the designated extension whenever a caller leaves a
message for the Calling Group.
To confirm the Message-Waiting Receiver:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter programming mode
[any key]
Sys Program
Exit/Start
2
3
4
5
Select Extensions
Extensions
/
Display next page of menu
Select Group Calling
Grp Calling
Message
Select Message-Waiting Receiver
6
7
8
9
To erase current setting
or
+
Backspace
Enter the extension number of the
Calling Group
[nnn]
[nnn]
Enter
Enter the extension number of the
telephone you want to assign as
Message-Waiting Receiver
[nnn]
[nnn]
Enter
Return to System Programming menu
Exit/Back
Exit/Back
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Programming Labels
You may program labels to identify your Calling Group and MERLIN Messaging System ports. This will
cause the names you program to appear on display telephones when:
● The MERLIN Messaging System is dialed.
● A call is received or transferred from the MERLIN Messaging System.
Refer to the communications System Planning Form containing System Numbering: Extension Jacks
information to identify labels.
To program labels:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter programming mode
[any key]
Sys Program
Exit/Start
2
3
4
5
Display next page of menu
Select Labeling
/
Labeling
Grp Calling
Select Group Calling
Enter the extension number of the
MERLIN Messaging System Calling
Group
[nnn]
[nnn]
Enter
6
"MERMSG" or some other
designation that would identify the
calling group
[nnnnnnn]
Enter
[nnnnnnn]
Exit/Back
Directory
7
8
9
Return to the previous menu
Select Directory
Select Extension
Extensions
10 Enter the extension number of the
[nnn]
[nnn]
MERLIN Messaging System port
Enter
11 To erase current current label
or
+
or
Backspace
12 Enter "MERMSG" or some other
designation that would be meaningful
for the MERLIN Messaging System
[nnnnnnn]
[nnnnnnn]
Enter
13 Save your entry
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14 Repeat Steps 10-12 for each
applicable MERLIN Messaging
System port
Exit/Back
Exit/Back
Exit/Back
15 Return to System Programming menu
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Programming Optional Extension Features
Although not required for basic operation of the MERLIN Messaging System, programming
the optional communications system features described in this section will make it easier for
users to use the MERLIN Messaging System.
Programming Direct Voice Mail
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Programming an Auto Dial Button
You can program an Auto Dial button to provide one-touch dialing into the MERLIN Messaging System.
Auto Dial Button programming can be at the user’s telephone or through Centralized Telephone
Programming. The Centralized Telephone Programming procedure is documented below.
To program an Auto Dial button:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
2
3
Display next page of menu
/
Cntr-Prg
Select Centralized Telephone
Programming
4
5
Select Program Extension
Program Ext
Enter the extension you want to
program
[nnn]
[nnn]
Enter
6
7
Start Centralized Telephone
Programming
Start
Select line/feature button
Press button on console
or
function key, then
or
+
8
Select Auto Dial Inside feature
or
ListFeature
Function key,
corresponding to Auto
Dial
AutoDial
Inside
Enter
9
Enter the extension number of the [nnn]
MERLIN Messaging System
Calling Group
[nnn]
Enter
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10 Return to the System Programming
Sys Program
Exit/Back
Exit/Back
menu
Procedures
Programming Direct Voice Mail
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Programming a Coverage VMS Off Button
This feature prevents unanswered external calls from receiving coverage by the MERLIN Messaging System. It
can be programmed at the user’s telephone or through Centralized Telephone Programming. The Centralized
Telephone Programming procedure is documented below.
To program a Coverage VMS Off button:
Step
Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
2
3
Display next page of menu
/
Select Centralized
Cntr-Prg
Telephone Programming
4
5
Select Program Extension
Program Ext
Enter the extension you
want to program
[nnn]
[nnn]
Enter
6
7
Start Centralized Telephone
Programming
Start
Select line/feature button
Press button on console
or
or
+ function
key, then
8
Select Coverage VMS Off
feature
or
ListFeature
/
Function key corresponding to
CoverageVMS
CoverageVMS
9
Return to System
Programming menu
Sys Program
Exit/Back
Exit/Back
Programming an Auto Dial Button
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Programming Coverage Inside Button
Coverage Inside prevents or allows coverage of inside calls. If Coverage Inside Off is programmed, only outside calls are
covered. Coverage Inside On allows both inside and outside calls to receive coverage. This feature can be programmed at
the user’s telephone or through Centralized Telephone Programming. The Centralized Telephone Programming procedure
is documented below.
To program a Coverage Inside button:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter programming mode
[any key]
Sys Program
Exit/Start
2
3
Display next page of menu
/
Cntr-Prg
Select Centralized Telephone
Programming
Program Ext
4
5
Select Program Extension
[nnn]
Enter the extension you want [nnn]
to program
Enter
Start
6
7
Start Centralized Telephone
Programming
Select line/feature button
Press button on console
or
+ function
key, then
8
Choose an option:
● Coverage Inside Off
● Coverage Inside On
or
ListFeature
/
Function corresponding to
Cover Inside
Cover Inside
On or
Off
or
Enter
Sys Program
Exit/Back
Exit/Back
9
Return to System
Programming menu
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Programming Coverage VMS Off
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Programming a Direct Voice Mail Button
Direct Voice Mail allows an inside caller to call directly or transfer a call directly to another user’s voice
mailbox. It can be programmed at the user’s telephone or through Centralized Telephone Programming.
The Centralized Telephone Programming procedure is documented below.
To program a Direct Voice Mail button:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
2
3
Display next page of menu
/
Select Centralized
Cntr-Prg
Telephone Programming
4
5
Select Program Extension
ProgramExt
Enter the extension you want [nnn]
to program
[nnn]
Enter
Start
6
7
Start Centralized Telephone
Programming
Select line/feature button
Press button on console
or
or
+ function
key, then
8
Select Direct VM feature
or
ListFeature
/
Function key corresponding to
Direct VM
Direct VM
9
Return to System
Programming menu
Sys Program
Exit/Back
Exit/Back
Programming Coverage VMS Off
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Programming a Delete Message Button
For all multiline telephones except MLX
The Delete Message feature turns off a user’s Message-Waiting light and deletes the label that appears on the
display. It does not delete voice mail messages. This feature can be programmed at the user’s telephone or
through Centralized Telephone Programming. The Centralized Telephone Programming procedure is
documented below.
To program a Delete Message button:
Step
Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
2
3
Display next page of menu
/
Cntr-Prg
Select Centralized Telephone
Programming
Program Ext
4
Select Program Extension
5
6
Enter the extension you want to [nnn]
program
[nnn]
Enter
Start
Start Centralized Telephone
Programming
7
8
Select line/feature button
Press button on console
or
function key, then
or
+
Select Message Delete feature
or
ListFeature
/
/
MsgDelete
Function key
corresponding to
MsgDelete
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Sys Program
Exit/Back
Exit/Back
9
Return to System Programming
menu
Programming Coverage VMS Off
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Contents
Ongoing Maintenance and Administration
Getting Started
System Overview
Managing the MERLIN Messaging System
Terminal-Based Reporting, Maintenance and Administration
Upgrading MERLIN Messaging System Port Licensing
MERLIN Messaging System User's Guide
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Contents
Ongoing Maintenance and Administration
Programming Conventions
System Overview
Managing the MERLIN Messaging System
Terminal-Based Reporting, Maintenance and Administration
Upgrading MERLIN Messaging System Port Licensing
MERLIN Messaging System User's Guide
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Introduction
The MERLIN Messaging System Online Guide contains detailed information about the
MERLIN Messaging System.
You can use the Online Guide to:
● View and print MERLIN Messaging System Planning Forms.
This section, Getting Started, will walk you through a brief explanation of the conventions
and procedures used in the Online Guide and will help you to use this reference effectively.
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Customized "Paths" through Information/Procedures
The MERLIN Messaging System Online Guide provides three customized "paths" through the
● Ongoing Maintenance and Administration
This content helps you locate and access information based on the tasks you have to perform
with respect to the system.
Each path contains:
● Access to general information about the system.
● Detailed information and step-by-step instructions for completing the tasks specific to
the selected path.
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Navigation
You can move from one topic to another in the Online Guide by activating topic-associated
hypertext links. This can be done from:
● A topic listed in the Contents Panel on the left side of the screen
● The Technology Bar at the bottom of the screen
● Within the topic text
The Contents Panel
The Contents Panel is displayed along the left side of the window. It provides a way for you to
quickly identify and access the information you need to locate. Because it is displayed in a
stationary part of the window (that is, it doesn’t change or move), you can easily locate the topic
you want to view. Note that the arrow pinpoints your current location in the topic listing.
The Technology Bar
The Technology Bar located at the lower right-hand corner of the screen contains a number of
icons. Each icon is responsible for a different navigational action.
Icon
Action
Redisplays the Main menu options in the Contents Panel
Links to the previous topic in the sequence
Takes you to the top of the window
Links to the next topic in the sequence
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An element that triggers a change on an item (usually a graphic) in a Web page when the mouse passes over it. The change usually signifies that the item is a link to related or
additional information.
Pop-Up Windows
The MERLIN Messaging System Online Guide makes use of pop-up windows and mouseovers (through which
your movement of the cursor over a screen object or image initiates another display or activity) or to provide
additional information. Typically, pop-up windows and mouseovers contain material that supplements
information appearing in the main window (for example, a more detailed explanation, a link to a Glossary term, a
field description, etc.).
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The Button Bar
The Button Bar is displayed in a non-scrolling panel across the top of the screen. It provides
access to additional online features and capabilities. To view a feature or access a capability, click
the associated button. Note that in the case of features displayed in pop-up windows (for example,
the Glossary), you must close the window before you can proceed.
Button
Action
Redisplays the Main menu
options in the Contents
Panel
Allows you to search for
information by entering a
key word
Links you to the MERLIN
Messaging System Glossary
Provides access to the
online Help feature
Displays a table containing
Touch Tones and rules
which are valid for all
menus
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Programming Conventions
The procedures for programming the MERLIN Messaging System in this Online Guide use
several conventions to indicate what the steps involve. The conventions are described in the
following table:
Typeface Sample
Meaning
To select this option, press this imprinted button on the
console
GrpCalling
To select this menu option, press the unlabeled display button
next to the option
[nnn]
Enter the variable information in brackets
Press this key on the PC
Press this function key on the PC
+
On the PC, hold down the first key and press the second key
Continuation of procedures
That completes the walk-through of the MERLIN Messaging System Online Guide. To begin
accessing information related to your selected path, click one of the topics listed in the Contents
Panel.
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Contents
Ongoing Maintenance and Administration
Getting Started
Introduction
Services and
Features
System Capacities
System
Components
Environmental
Requirements
Programmer
Responsibilities
Personnel
Responsibilities
Features
Managing the MERLIN Messaging System
Terminal-Based Reporting, Maintenance and Administration
Upgrading MERLIN Messaging System Port Licensing
MERLIN Messaging System User's Guide
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PCMCIA Slots
The left-most PCMCIA slot houses the 2-Port, 4-Port, 6-Port, 8-Port, 10-Port, or 12-Port PC
Card required for operation of the MERLIN Messaging System.
NOTE: Only the left-most of the two PCMCIA slots can be used. The right-most slot is
reserved for future use.
The 2-Port, 4-Port, 6-Port, 8-Port, 10-Port, or 12-Port PC Card contains:
● Port licensing data that triggers the activation of the appropriate number of voice
messaging ports.
● A Remote Maintenance Device (RMD), used for remote access to diagnostic and
maintenance features of the system.
● Media for performing system backup.
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Introduction
MERLIN Messaging System Release 2 is an embedded voice messaging system housed in a module (circuit
pack) that plugs into the switch's carrier. Release 2 is available in a 2-, 4-, 6-, 8-, 10-, or 12-Port configuration.
Release 1 and 1.1 is available in a 2-, 4-, or 6-Port configuration. For a description of each module component,
move the mouse pointer over the graphic below.
Port Level LEDs:
The port-specific LEDs indicate the current status of each voice messaging
port. The possible variations are:
● Not available
● In service and idle
● In service and in use
Note: The port-specific LEDs that correspond, to voice messaging ports
are in ascending order (that is, from the bottom up).
RS232 Port:
This is a serial port used for local access to the MERLIN Messaging System via a PC or
laptop computer for report, maintenance and administrative purposes. Access to the
MERLIN Messaging System using the RS-232 port is both login and password protected.
System Status LED:
This LED reflects the status of the MERLIN Messaging System. The LED
displays red, green or amber light to indicate various stages of system
status and readiness (for example, booting, self-test failure, system
upgrade in progress, etc.).
Local Area Network (LAN) Connection:
This port is used to connect the system to a LAN (Release 2 or later).
Port Status LEDs:
The port-specific LEDs on the MERLIN Messaging System faceplate indicate
the current status of each voice messaging port. The possible variations
are:
● Not available
● In service and idle
● In service and in use
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Note: The port-specific LEDs that correspond to voice messaging ports are
in ascending order (that is, from the bottom up).
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Allows mailbox owners to:
● Record and send messages.
● Listen to messages.
● Foward and reply to messages.
● Record their names or Personal Greetings
● Activate a Personal Greeting.
● Change their Personal Operators.
● Change their passwords.
● Set up Outcalling (if permission provided).
● Create Personal Group Lists.
● Change Call Answer mode.
● Transfer to another extension.
Allows individuals responsible for programming the MERLIN Messaging System to:
● Administer System Parameters such as System Language mode and System Date
and Time.
● Administer an extension to be either a Mailbox, Fax, Transfer-Only or Automated
Attendant Extension.
● Administer up to four Automated Attendants.
● Administer System Security Options.
● Administer System Group Lists (Release 2 or later).
● Perform a System Backup or System Restore.
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Answers incoming lines and presents callers with a list of options. Based on callers'
input, they may be:
● Transferred to an extension.
● Played an informational announcement.
● Transferred to a voice mailbox.
● Presented with a submenu containing additional options.
The Automated Attendant Service can also detect and route fax calls to a
predetermined fax extension.
Functions as a personal answering machine, allowing a caller to:
● Hear the Personal Greeting recorded by the mailbox owner.
● Switch to the alternate language, if the system is configured in Bilingual mode.
● Leave a voice message, if this capability has been programmed by the mailbox
owner.
● Optionally designate voice message as a priority or private message (Release 2 or
later).
● Transfer to an operator or to another extension.
Provides on-site and remote system serviceability functionality, including:
● Terminal-based reporting
● Trouble/fault isolation
● Backup and Restoration
The MERLIN Messaging System can operate in either Monolingual or Bilingual mode. In
Monolingual mode, all system prompts are played in one of the following languages:
● U.S. English
● Latin American Spanish
● Canadian French
● Brazilian Portuguese (Release 2 or later)
In Milingual mode, the caller can choose to hear prompts in either the Primary or
Secondary language.
Services and Features
For a description of each MERLIN Messaging System service or feature, move the mouse
pointer over the graphic below.
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System Configuration
There is one common module (circuit pack) for all six MERLIN Messaging System
configurations (that is, a 2-port, 4-port, 6-port, 8-port, 10-port, or 12-port configuration). A
2-port, 4-port, 6-port, 8-port, 10-port, or 12-port PC Card, included with each system, contains
the following components:
● Port licensing for the system's port configuration (that is, a 2-port, 4-port, 6-port, 8-port,
10-port, or 12-port configuration).
● Media for backing up and restoring the system
● A 14.4 kbps Remote Maintenance Device (modem) used for remote diagnostics
For Release 1 and 1.1, one common module supports three configurations (that is, a 2-port,
4-port, or 6-port configuration). A 2-port, 4-port, or 6-port PC Card is included with each
system.
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Port Assignments
The communications system assigns logical IDs and extensions to each port on the MERLIN
Messaging System module. The first logical ID and extension assigned to the MERLIN Messaging
System module is assigned to Port 1, the second to Port 2, etc. The communications system assigns 12
logical IDs and extensions to the MERLIN Messaging System module.
In Release 2 or later, if a Message-Waiting Light (MWL) update or Outcalling action needs to be
performed, the following ports are used:
● Port 2 on a 2-port system
● Port 4 on a 4-port system
● Ports 5 and 6 on a 6-port system
● Ports 7 and 8 on an 8-port system
● Ports 9 and 10 on a 10-port system
● Ports 11 and 12 on a 12-port system
The Remote Maintenance Device (RMD) is not assigned to a dedicated logical ID and extension.
The following table defines the Port Assignments for the MERLIN Messaging System Release 2 or
later.
Ports
7
System
Configuration
1 2
3
4
5
6
8
9
10
11
12
2-port
V V N/E N/E N/E N/E N/E N/E N/E N/E N/E N/E
4-port
6-port
8-port
10-port
12-port
V V V
V V V
V V V
V V V
V V V
V
V
V
V
V
N/E N/E N/E N/E N/E N/E N/E N/E
V
V
V
V
V
V
V
V
N/E N/E N/E N/E N/E N/E
V
V
V
V
V
V
N/E N/E N/E N/E
V
V
V
V
N/E N/E
V
V
V = Voice
N/E = Not Equipped
In Release 1 or 1.1, if a Message-Waiting Light (MWL) update or Outcalling action needs to be
performed, the following ports are used:
● Port 2 on a 2-port system
● Port 4 on a 4-port system
● Port 6 on a 6-port system
The Remote Maintenance Device (RMD) is assigned to the twelfth logical ID and extension.
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System LEDs
The MERLIN Messaging System module faceplate contains:
● One system status LED
● One LED for each of the voice ports
The color(s) and status (that is, on, off or blinking) of the LEDs provide information regarding the
operation of the MERLIN Messaging System module.
The table below provides a description of the port-level and system status LED display variations.
Display Meaning
Port-Level LEDs
Port not available for use (off)
Port in service and idle (on-hook)
Port in use (off-hook)
System Status LED
System is not powered up or there is a fault condition
System is in a ready state (off-hook; speaking or recording; receiving Touch Tones)
There is a self-test failure or system is out-of-service
There is a self-test failure or system is out-of-service
System software is being upgraded
Hard disk is active
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System Capacities
The following table provides a summary of MERLIN Messaging System capacities.
| System Parameters | Extensions | Automated Attendants | System Security | User Options |
Feature
Capacity
Factory Settings
System Administration Prompt Language
● U.S. English, Latin American
● U.S. English
Spanish, Canadian French,
Brazilian Portuguese (Release
2 or later)
System Parameters
● System Language
● U.S. English, Latin American
Spanish, Canadian French,
Brazilian Portuguese (Release
2 or later)
● U.S. English
● Language Mode
● Call Answer Service Operator
● General Mailbox Owners
● Maximum Extension Length
● Message Storage
● Monolingual or Bilingual
● 1 maximum
● Monolingual
● Ext. 768
● 10 (total)
● 2 digits
● N/A
● 1 per General Mailbox
● 2, 3 or 4 digits
● 100 hours
Extensions
● Mailbox Extensions
● 200 maximum for any port
● None
configuration
❍ Maximum Number of
❍ 120 messages
❍ N/A
Messages per Mailbox
❍ Mailbox Size
❍ 5 – 180 minutes
(administered per
mailbox)
❍ 20 minutes
❍ Message Length
❍ Mailbox Language
❍ 2 – 60 minutes
(administered per
mailbox)
❍ 4 minutes
❍ U.S. English, Latin
American Spanish,
Canadian French,
❍ System/Primary
Language
Brazilian Portuguese
(Release 2 or later)
❍ Outcalling Permission
❍ On or Off
● 400 maximum
● 10 maximum
❍ Off
● None
● None
● Transfer-Only Extensions
● Automated Attendant
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● Fax Extensions
● 4 (One for each Automated
Attendant; Fax Extensions
can be shared by multiple
Automated Attendants)
● None
● General Mailbox
● 4 (one for each Automated
● 9991, 9992, 9993, 9994
Attendant)
Automated Attendants
● Number of Automated
● 4 maximum
● 4
Attendants
● Modes of Operation
● 2 (Day mode and Night
● N/A
mode)
● Submenus
● 99 maximum
● None
● Announcements
● Schedule Controller
● 99 maximum
● None
● Follow Switch mode, Weekly
● Switch Mode
Business Schedule or both
● Main menu Prompts,
Submenu Prompts and
Announcements
● 2 minutes in length maximum
● N/A
for each
● Number of Line Assignments
System Security
● 80 per Messaging System
● N/A
● Minimum Password Length
● Maximum Password Length
● Transfer Restrictions
● 0 –15 digits
● 15 digits
● 6 digits
● 15 digits (fixed)
● On
● On or Off
System Group Lists
● 10 maximum with up to
50 mailbox extensions in
each list
● N/A
User Options
● Outcalling Telephone/Pager
Numbers (administered by
user)
● 5 maximum
● N/A
● Outcalling Cycles
● 1–9
● 3
● Outcalling Interval
● Outcalling Schedule
● Outcalling Activation
● 5 – 99 minutes
● Range is 0000 – 2359
● 15 minutes
● 24 hours
● All messages
● Outcalling for all
messages or priority
messages only
● Personal Greetings (recorded
● 6 maximum
● System Greeting
by user)
● Group Lists (administered by
● 10 maximum with up to 50
● N/A
user)
extensions in each list
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● Personal Operator
● 1 per user
● Call Answer Service
Operator
● Call Answer Mode
● Record mode or
● Record mode
answer-only mode
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System Components
The MERLIN Messaging System module resides in a slot in the communications system carrier.
One common module supports a 2-port, 4-port, 6-port, 8-port, 10-port, or 12-port configuration. (In
Release 1 or 1.1, the module supports a 2-port, 4-port, or 6-port configuration.)
Component
Module
Description
● LEDs
● One LED indicates system status and one LED
for each port indicates port status. See the
MERLIN Messaging System Installation,
Programming, and Troubleshooting Online
Guide for more information about the LEDs.
● RS-232 Serial Port
● Used to directly connect a PC or laptop to the
system.
● Local Area Network
● Used to connect the system to a LAN (Release
(LAN) connection
2 or later).
● PCMCIA Slots
10-port, or 12-port PC card. Only the left-most
slot should be used.
● Touch-Tone Receivers (TTRs)
● Two TTRs serve as communications system
resources (an internal component of the
module).
PC Card
The PC Cards provide:
● Remote Maintenance Device (RMD).
● Media for performing system backup.
2-port, 4-port, 6-port, 8-port, 10-port, or
12-port PC Card
● Port licensing required for the 2-port, 4-port,
6-port, 8-port, 10-port, or 12-port
configuration.
Port LEDs
The port LEDs are single lights which function according to the configuration. For example, in a
2-port configuration, only the LEDs for Port 1 and Port 2 operate while, in an 8-port configuration,
LEDs for Ports 1 through 8 operate.
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Environmental Requirements
For proper operations, the MERLIN Messaging installation site must meet the environmental
requirements described in the table below.
Condition
Requirement
Relative Humidity 15% - 90% non-condensing
Temperature Range 32° F to 122° F (0° C to 50° C)
Air Quality
Dust-free area (preferably in an office environment)
Environment
Power Supply
No exposure to liquids. Avoid areas near drinking fountains, coffee makers, etc.
For the USA, Canada and other countries that use a USA-type outlet (nominal voltage 117
VAC), the communications system must have a 391A3 or newer power supply module
installed in the same carrier in which the MERLIN Messaging System module is installed.
In countries with nominal voltage of 220 VAC, a 391B2 or newer power supply module is
required in the same carrier in which the MERLIN Messaging System module is installed.
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Installer and Programmer Responsibilities
The individual installing and programming the MERLIN Messaging System is responsible for
the following tasks:
● Installing the MERLIN Messaging System module.
● Programming the MERLIN Messaging System module to provide the services specified
by the customer.
● Programming the communications system to support MERLIN Messaging System
operation.
● Reviewing configuration reports to ensure that all system parameters, line assignments,
Automated Attendant menus and Announcements are correct and current.
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System Manager Responsibilities
The System Manager is responsible for performing the following routine maintenance tasks:
● Maintaining Voice Mailboxes, for example:
❍ Adding and deleting voice mailboxes.
❍ Resetting (initializing) voice mailbox passwords when forgotten.
❍ Changing user's mailbox language.
● Maintaining Transfer-Only, Automated Attendant and Fax Extensions.
● Changing Automated Attendant Menus, Announcements and Line Assignments to
reflect changes in line assignment, personnel, company operations or company services.
● Maintaining the Automated Attendant Schedule to assure that the appropriate
Automated Attendant menus and announcements are played in connection with holidays
and temporary company closings or openings.
● Maintaining System Parameters to make system-wide changes (for example, changing
date and time, the Call Answer Service Operator extension or General Mailbox
Owners).
● Maintaining System Security by responding to user inquiries and by taking measures
to prevent toll fraud and to safeguard the contents of mailboxes.
● Performing System Backups periodically or when changes are made to the MERLIN
Messaging System.
● Maintaining Directory Listings to reflect changes in personnel.
● Reviewing Configuration Reports to ensure that all system parameters, line
assignments, Automated Attendant menus and Announcements are current and correct.
General Mailbox Owner(s)
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Call Answer Service (CAS) Operator Responsibilities
● In Automated Attendant Service, the Dial 0/Timeout Action is set to CAS Operator
and:
❍ Caller presses
.
❍ Caller makes no selection.
❍ Caller presses
❍ Caller presses
while using the directory to transfer.
, then
to transfer.
● In Voice Mail Service:
❍ User presses
, then
.
❍ Caller presses
while using the directory to transfer.
● In Call Answer Service:
❍ Caller presses
or
, then
while the greeting is playing and the
extension does not have Personal Operator.
❍ Mailbox is in Answer-Only mode without a Personal Operator and caller presses
or
, then
during the five-second timeout following the greeting.
❍ Caller presses
or
, then before or after leaving a message in a
mailbox that does not have a Personal Operator.
❍ Caller presses while using the directory to transfer.
The factory setting for the Call Answer Service Operator is 768. It is recommended that you do
not change the factory setting.
General Mailbox Owner(s)
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General Mailbox Owner Responsibilities
A person designated as a General Mailbox Owner is responsible for forwarding messages left
in the General Mailbox to the intended user's mailbox.
Action has been set to "Record a Message in the General Mailbox" and the caller does any of
the following:
● The caller presses
from an Automated Attendant Main menu, submenu or an
announcement.
● The caller makes no Touch-Tone response to an Automated Attendant main menu or
submenu.
● The caller presses
while using the Directory to transfer.
Call Answer Service Operator
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Security Features
The MERLIN Messaging System includes security features to help protect your system from
toll fraud abuse. These features include:
● A Transfer Restriction capability that allows the System Manager to restrict call transfer
destinations only to those extensions administered by the System Manager.
● A Minimum Password Length setting that allows the System Manager to choose a
minimum length for the passwords of users' voice mailboxes. A Minimum Password
Length setting of at least six digits is recommended.
● Password Protection for Mailboxes and the Diagnostic and Maintenance Interface.
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Contents
Ongoing Maintenance and Administration
Getting Started
System Overview
Backing Up and Restoring the System
Terminal-Based Reporting, Maintenance and Administration
Upgrading MERLIN Messaging System Port Licensing
MERLIN Messaging System User's Guide
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Overview
Managing the System
The following procedures describe the routine tasks required to manage the MERLIN
Messaging System. Use these procedures to modify system programming after the MERLIN
Messaging System has been installed and initially administered.
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Logging in to System Administration
described in Initially Logging in to System Administration.
Logging in to System Administration
Step
Programming Task
Touch-Tone Input
1
Dial extension number of MERLIN Messaging System [nnn]
Calling Group.
2
Enter System Administration extension number.
3
4
Enter password.
[nnnnnn]
Select System Administration.
This option is not heard on the System
Administration activity menu. The menu item is
deliberately hidden to minimize your system's
Note:
vulnerability to abuse. You should select it even
though it is not heard.
Changing the System Administration Prompt Language
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Changing the System Administration Password
It is recommended that you change the System Administration password after you complete the
initial administration of the MERLIN Messaging System or after a service technician has
accessed your system and you have provided the technician with the password. You can also
change the System Administration password through the terminal interface.
Changing the System Administration password after you complete initial
programming is strongly recommended to protect the security of the system.
To change the System Administration Password
Step
Programming Task
Touch-Tone Input
1
2
Dial extension number of MERLIN Messaging
System Calling Group.
[nnn]
Enter System Administration extension number.
3
4
5
6
Enter password.
[nnnnnn]
Select Change Password.
Enter password.
[nnnnnn]
[nnnnnn]
Re-enter password.
Changing the System Administration Prompt Language
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Changing the System Administration Prompt Language
Use this procedure to change the language you hear when you administer the system.
To change the System Administration Prompt Language
Step
Programming Task
Touch-Tone Input
1
Dial extension number of MERLIN Messaging
System Calling Group
[nnn]
2
Enter System Administration extension number
Enter password
3
4
5
[nnnnnn]
Select System Administration Prompt Language
Choose one of the following:
● U.S. English
or
or
or
● Latin American Spanish
● Canadian French
● Brazilian Portuguese (Release 2 or later)
Changing the System Administration Password
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Modifying System Parameters
Modifying system parameters involves making system-wide changes to reflect changes in
personnel or changes in telephone configuration. The following are the procedures for
● Programming Maximum Extension Length
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Programming System Language Mode and System Language
The System Language is the language callers hear. It can be set to one of three languages: U.S.
English, Latin American Spanish or Canadian French. The System Language Mode can be set to
Monolingual or Bilingual. When the System Language Mode is set to Monolingual, callers hear
system prompts in one of the three languages (the language that is programmed as the System
Language). When the System Language Mode is set to Bilingual, callers hear system prompts in
two of the three languages. The first language the caller hears is the Primary Language. The
Secondary Language is the alternate language the caller can hear by pressing
. When a
system is in Bilingual mode, the user includes in their personal greeting instructions for the caller
to press
to hear system prompts in the alternate language.
● The System Language Mode and System Language apply
to all Automated Attendants.
Note:
● The MERLIN Messaging System factory settings for System
Language Mode and System Language are Monolingual and U.S.
English.
● Refer to System Planning Form 1 – System Parameters for the
System Language Mode and System Language that applies to your
site.
Setting System Language Mode
The factory-set System Language Mode for a new system is Monolingual. Use the following
procedure to change the Language Mode to Bilingual, if required.
To program the System Language Mode:
Step
1
Touch-Tone Input
Log in to System Administration, if needed
Select System Parameters
Select System Language Mode
Select Language Mode
2
3
4
5
Select Bilingual
Setting System Language
The factory-set System Llanguage for a new Monolingual System is U.S. English. If the language
mode has been changed to Bilingual, the default Primary Language is U.S. English and the
default Secondary language is Latin American Spanish. Use the following procedure to:
● Change the System Language in a Monolingual System.
● Change the Inital primary and/or Secondary Languages in a Bilingual System.
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For Monolingual Mode
Step Programming Task
Touch-Tone Input
6
Select option:
Listen to language
● Accept language setting (Monolingual
or
procedure is complete)
Modify language
Choose one of the following:
● U.S. English
(Select one:)
● Latin American Spanish
● Canadian French
● Brazilian Portuguese (Release 2 or later)
❍ confirm
❍ cancel
or
Back
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For Bilingual Mode
Step Programming Task
Touch-Tone Input
6
Choose one of the following:
● Primary Language
● Secondary Language
● If finished
or
or
7
Choose one of the following:
Listen to language
● Accept Language setting
or
Modify language
Choose one of the following:
● U.S. English
(Select one:)
● Latin American Spanish
● Canadian French
● Brazilian Portuguese (Release 2 or later)
❍ Confirm Language
❍ Cancel update
or
8
9
Repeat Steps 6 and 7 for secondary language
End language selection
Back
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Programming Date and Time
You must set the system date and time. These parameters cannot be set independently of each other; both date and
time must be set.
To program the Date and Time:
Step
1
Touch-Tone Input
Log in to System Administration, if needed
2
3
4
Select System Parameters
Select System Date and Time
Choose one of the following:
● Enter date
Example: February 26, 2000 = 022600
[mmddyy]
or
● Keep current date
5
Choose one of the following:
[hhmm]
or
● Enter time (24-hour clock)
Example: 3:45PM = 1545
● Keep current time
6
Choose one of the following:
● Approve
or
● Re-enter
(Return to Step 4)
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Programming the Call Answer Service Operator Extension
transferred in a number of situations. Click here for a list of CAS Operator transfer criteria.
The factory setting for the Call Answer Service Operator is 768.
It is recommended that you do not change the factory setting.
Note:
Refer to System Planning Form 1 – System Parameters for the CAS Operator Extension
identified for your site.
To program the CAS Operator extension:
Step
Touch-Tone Input
1
2
3
4
Log in to System Administration, if needed
Select System Parameters
Select Call Answer Service Operator
Enter Call Answer Service Operator extension
[nnn]
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Programming the General Mailbox Owner(s)
The MERLIN Messaging System provides four General Mailboxes — one for each Automated Attendant.
The General Mailbox Owner is the extension whose Message-Waiting light is turned on whenever a message is
placed in the General Mailbox. The factory setting for the General Mailbox Owner is Extension 10. You can
General Mailboxes.
Refer to System Planning Planning Form 1 - System Parameters for the General Mailbox
Owner extension(s) identified for your site.
Step
1
Touch-Tone Input
Log in to System Administration, if needed
Select System Parameters
2
3
4
Select General Mailbox Owner
Enter Automated Attendant number
-
5
6
Enter General Mailbox Owner's extension
[nnn]
Repeat Steps 3–5 for each Automated Attendant
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Programming Maximum Extension Length
dial plan. The factory setting is two digits. The MERLIN Messaging System transfers calls:
● When the number of digits entered by the caller equals the Maximum Extension Length.
● After the caller presses digits and , indicating they have finished entering an extension.
● After the caller has entered digits and the 5-second timeout period has expired.
Refer to System Planning Form 1 – System Parameters for the Maximum Extension Length
identified for your system.
To program the Maximum Extension Length:
Step Programming Task
Touch-Tone Input
1
2
3
4
Log in to System Administration, if needed
Select System Parameters
Select Maximum Extension Length
Enter maximum number of digits
or
or
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Modifying Extension Programming
Modifying extension programming includes making changes due to personnel changes, user
preference or company requirements.
● Fax Extensions
Extensions use the following procedures:
Delete a Mailbox Extension
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Changing a Directory Listing or Recorded Name
Use this procedure to change the Directory Listing or Recorded Name for a Mailbox Extension.
Users and callers can use a four-letter Directory Listing to address or transfer calls. The mailbox
user's name can also be recorded. The System Manager and the mailbox user can record a name,
but only the System Manager can administer a Directory Listing for an extension.
For better recording quality when recording a name, speak into the telephone handset
instead of using a speakerphone.
Note:
To change a Directory Listing or Recorded Name:
Step
Touch-Tone Input
1
2
3
Log in to System Administration, if needed
Select Extension Administration
Enter extension number
[nnn]
4
Select Administer Directory Listing or Recorded Name,
then do the following:
● Select Record Name
❍ Record name; then after recording, press 1 and
choose one of the following:
[record name]
— Approve name
— Play back recorded name
— Re-record name
or
or
or
— Delete name just recorded
● Administer Directory Listing
❍ Select Enter Directory Listing, then enter up to
first ten letters of name in Release 1 or 1.1,
enter up to first four letters of name). Then
choose one of the following:
— Approve
— Re-enter
[nn nn nn nn]
or
5
If finished administering Directory Listing and Recorded
Name
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Delete Mailbox Extension
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Changing the Mailbox Language
Use this procedure to change the Mailbox Language. The Mailbox Language is the language the
user hears after logging in. The factory-set Mailbox Language is the same as the System
Language, if the system is in Monolingual mode or it is the same as the Primary Language, if the
system is in Bilingual mode.
User mailboxes can be administered for any of the supported languages, regardless of the mode or
language(s) that have been programmed for the system.
To change the Mailbox Language:
Step
Touch-Tone Input
1
2
3
4
5
6
Log in to System Administration, if needed
Select Extension Administration
Enter extension number
[nnn]
Select Mailbox Language
Select Modify Mailbox Language
Choose one of the following:
● U.S. English
or
or
or
● Latin American Spanish
● Canadian French
● Brazilian Portuguese (Release 2 or later)
7
Choose one of the following:
● Confirm
or
● Cancel
Delete Mailbox Extension
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Changing the Mailbox Size
Use this procedure to change the Mailbox Size. The Mailbox Size can be programmed to be
5-180 minutes. The factory setting is 20 minutes. The Mailbox Size is the maximum amount of
storage time available in a user's mailbox.
To change the Mailbox Size:
Step
Touch-Tone Input
1
2
3
4
5
6
7
8
Log in to System Administration, if needed
Select Extension Administration
Enter extension number
[nnn]
Select Message Length and Mailbox Size
Change Message Length and Mailbox Size
Skip Message Length
Enter maximum Mailbox Size
[nnn]
Choose one of the following:
● Approve. Procedure is finished.
● Re-enter. Return to Step 6.
or
Delete Mailbox Extension
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Reinitializing a Mailbox Password
Use this procedure to reinitialize a user's mailbox password. For occasions when the user has
forgotten the mailbox password, this procedure allows you to remove that password from the
mailbox so that the user can create a new one. Mailbox parameters and messages are retained.
Note: The Directory Listing and name for the mailbox are retained after the mailbox password is
reinitalized.
To reinitialize a Mailbox Password:
Step
Touch-Tone Input
1
2
3
4
Log in to System Administration, if needed
Select Extension Administration
Enter extension number
[nnn]
Select Reinitialize Password. Password is reset to
factory setting.
Delete Mailbox Extension
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Reinitializing a Mailbox
Use this procedure to reinitialize a mailbox. Reinitializing a mailbox sets all mailbox parameters
to the factory settings. Except for phone status setting.
Factory-Set Mailbox Parameters
Parameter
Factory Settings
Blank
Directory Listing
Recorded Name
Personal Greeting
Mailbox Size
Message Length
Language
Blank
System
20 minutes
4 minutes
System Language
No Outcalling Privilege
Record
Outcalling
Call Answer Mode
Password
Blank
Personal Operator
Group Lists
None
None
System Group Lists
None
To reinitialize a Mailbox:
Step
Log in to System Administration, if needed
Touch-Tone Input
1
2
3
4
5
Select Extension Administration
Enter extension number
[nnn]
or
Select Reinitialize Mailbox
Choose one of the following:
● Confirm
● Cancel
Change Mailbox Language
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Delete Mailbox Extension
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Assigning Lines to the Voice Port Used for Outcalling
If outcalling is used for the communications system operating in Key mode, you must assign one or
more outsides line to the MERLIN Messaging System ports used for Outcalling (port 2 on a 2-port
system, port 4 on a 4-port system or port 6 on a 6-port system). You must also set the lines to no ring to
ensure proper operation.
To add an outside line to the extension used for Outcalling in Key mode:
Step Programming Task
Programming Console
PC
1
Enter programming mode
Sys Program
Exit/Start
[any key]
2
3
4
Select Extensions
Extensions
Select Lines/Trunks
Lines/Trunks
Enter the extension number you want [nnn]
to program
[nnn]
Enter
Press line button or
console
5
Add the Outcalling line assignments
by selecting each line button and
turning on the green Message-Waiting
light
or
+ function key
Exit/Back
6
7
Press Exit when you have finished
adding the Outcalling lines to that
extension
Return to System Programming menu
Exit/Back
Exit/Back
Setting the Outcalling Lines to No Ring
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Creating a MERLIN Messaging System Calling Group
You must create a MERLIN Messaging System Calling Group and assign the Group Members (MERLIN
Messaging ports).
To create a Calling Group and assign Group Members:
Step Programming Task
Console Input Selection
PC Input Selection
1
Enter Programming mode
Sys Program
Exit/Start
[any key]
2
Select Extensions
Extensions
3
4
Display next menu page
Select Group Calling
Grp Calling
Members
5
6
Select Members
Enter the extension of the MERLIN [nnnn]
Messaging System Calling Group
[nnnn]
[nnnn]
Enter
Enter
7
Messaging System Calling Group
8
9
Repeat Step 7 for all active MERLIN
Messaging System voice ports
Confirm that all members are entered
in the correct order
10
11
12
Return to the Group Calling menu
Select Hunt Type
Exit
Hunt Type
Enter the extension of the MERLIN [nnnn]
Messaging System Calling Group
[nnnn]
Enter/Back
13
Specify Linear Hunt Group
Linear
Enter
14
15
Display next menu page
Select Group Type
Group Type
Enter
16
Enter the extension of the MERLIN [nnn]
Messaging System Calling Group
[nnn]
17
Select Integrated VMI
Integ VMI
Enter
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18
Return to the System Programming
menu
Exit/Back
Exit/Back
Exit/Back
Setting the Outcalling Lines to No Ring
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Changing Outcalling Permission
When Outcalling permission is On, the user can program up to five telephone numbers or
pager/beeper numbers for the messaging system to call in order to notify a user that a new
message has arrived in their voice mailbox.
To change Outcalling Permission:
Step
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Extension Administration
Enter extension number
[nnn]
or
Select Outcalling
Choose one of the following:
● Turn Outcalling On
● Turn Outcalling Off
Delete Mailbox Extension
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Changing the Phone Status
Use this procedure to change the Phone Status of a mailbox extension. If a telephone is associated
with the mailbox extension, calls are sent to the extension's telephone when callers transfer from
the MERLIN Messaging System to that extension. If a telephone is not associated with the
mailbox extension, calls are sent directly to the extension's mailbox when callers transfer from the
MERLIN Messaging System to that extension.
To change the Phone Status:
Step
Touch-Tone Input
1
Log in to System Administration, if needed
Select Extension Administration
Enter extension number
2
3
4
5
[nnn]
or
Change Phone Status
Choose one of the following:
● If a telephone is associated with this
extension
● If a telephone is not associated with this
extension
Delete Mailbox Extension
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Deleting a Mailbox Extension
Use this procedure to delete a mailbox extension.
To delete a Mailbox Extension:
Step
Touch-Tone Input
1
2
3
4
Log in to System Administration, if needed
Select Extension Administration
Enter extension number
[nnn]
Delete this extension number
5
Choose one of the following:
● Confirm
or
● Cancel
Change Phone Status
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Changing the Maximum Message Length
Use this procedure to change the Maximum Message Length. The Maximum Message Length can
be programmed to be 2-60 minutes. The factory setting is 4 minutes. Maximum Message Length
is the maximum amount of time available for a caller to leave a message and for a user to create a
message.
To change the Maximum Message Length:
Step
Touch-Tone Input
1
2
3
4
5
6
7
8
Log in to System Administration, if needed
Select Extension Administration
Enter extension number
[nnn]
[nn]
or
Select Message Length and Mailbox Size
Change Message Length and Mailbox Size
Enter Maximum Message Length
Skip Mailbox Size
Choose one of the following:
● Approve. Procedure is finished.
● Re-enter. Return to Step 6.
Delete a Mailbox Extension
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Modifying a Day or Night Menu
Use this procedure to modify the Day or Night menu prompt, the Selector Codes and the Dial
0/Timeout Action of an Automated Attendant Day or Night menu.
To modify a Day or Night Menu:
Step
Touch-Tone Input
1
2
3
4
Log in to System Administration, if needed
Select Automated Attendant
Enter Automated Attendant number
[1-4]
or
Choose one of the following:
● Day menu
● Night Menu
5
6
Select Modify the Menu
If you want to modify a Selector Code, enter that Selector
[1-9]
Code. Otherwise, go to Step 8.
7
Modify Selector Code. Then choose one of the following
Selector Code Actions:
_ _ _ _ _ _ _ _ _ _ _
_ _ _ _ _
● Selector Code transfer
+ ext. number +
or
_
● Play submenu
_
+ submenu number
● Play announcement
+
+
or
_
● Direct extension transfer
+ announce. number
or
_
● Mailbox transfer
or_
_
● Delete Selector Code
To modify another Selector Code, return to beginning of step
7.
+ mailbox ext.
number +
or
8
step. Otherwise, go to Step 10.
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9
Change Dial 0/Timeout Action, then choose one of the
following actions:
_ _ _ _ _ _ _ _ _ _ _
or_ _ _ _ _ _ _ _ _ _
_
● Transfer to Call Answer Service Operator
_
_ _ _
or_ _ _ _ _ _ _ _ _ _
_ _ _
or _ _ _ _ _ _ _ _ _
_ _ _ _
+ ext. number +
or_ _ _ _
+ mailbox ext.
number + or
● Transfer to General Mailbox
_
● Disconnect
_
● Transfer to extension
_
● Transfer to mailbox
_
● If finished (exit without changing Dial 0/Timeout
action)
10
11
If finished modifying menu definition
You must continue with either Step 11 or Step 12 and
follow the instructions to save the menu definitions
and menu prompts.
Note:
If system is in Bilingual mode, go to Step 12. If system is in _ _ _ _ _ _ _ _ _ _ _ _ _
Monolingual mode, choose one of the following:
● Record a new prompt; then after recording, press 1
[record new
and choose one of the following:
prompt]
— Approve
or
— Listen to prompt
or
— Re-record prompt
or
— Delete recording
● Use existing menu prompt and save menu definition
changes. For Monolingual mode, procedure is
finished.
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12
If system is in Bilingual mode, choose one of the following: _
● Primary Language
● Secondary Language
or
or
● Save menu definition and menu prompt changes
13
Record a new prompt; then after recording, press 1 and
choose one of the following:
[record new prompt]
or
● Approve. Return to Step 12.(For Secondary Language)
● Listen to recording. Return to Step 12.
● Re-record recording. Return to Step 12.
● Delete recording. Return to Step 12.(For Secondary
or
or
Language)
Deleting Fax Extensions
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Creating Submenus
The Automated Attendant Day and Night Main menus provide callers with nine options (or
choices). If you need to provide more than nine options, you must create a submenu from which a
caller can select additional options.
The MERLIN Messaging System allows up to 99 submenus shared among all Automated
Attendants. A submenu:
● Can be assigned to one or more Automated Attendants.
● Can be up to two minutes in length.
● Uses the same Dial 0/Timeout Action defined for the Day or Night Main menu, to which it
is assigned.
To create a submenu:
Step Programming Task
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Automated Attendant
Select a specific Automated Attendant
Select Submenus
[1–4]
Enter submenu number
[1-99]
6
Choose an option:
● Create a submenu
● Cancel
Deleting Fax Extensions
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To listen to a submenu:
Step Programming Task
Touch-Tone Input
8
Choose one of the following:
● If the system is in Monolingual mode, listen to submenu
prompt:
● If system is in Bilingual mode:
❍ Listen to submenu prompt in Primary Language
❍ Listen to submenu prompt in Secondary Language
● Listen to submenu definition
● If finished
Back
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To modify a submenu:
Step Programming Task
Touch-Tone Input
9
Choose one of the following:
● Enter Selector Code, then choose one of the
[1–9]
following:
❍ Modify Selector Code, then choose one of
the following:
+ ext. number +
or
■ Selector Code transfer
■ Play submenu
+ submenu number +
+ announce number +
or
or
or
■ Play announcement
■ Direct extension transfer
■ Mailbox transfer
+ mailbox ext. number +
or
■ Delete Selector Code
■ If Finished (exit without changing
selector code)
To accept current selector code
action
● If you want to modify another selector Code
action, return to the beginning of Step 9
To save menu changes go to Step 10 (Required)
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To record a submenu prompt:
Step Programming Task
Touch-Tone Input
● Bilingual mode (go to Step 11)
● Monolingual mode, choose one of the
following:
[record prompt]
❍ Record a new prompt, choose one of
the following:
■ Approve prompt
■ Listen to prompt
■ Re-record prompt
■ Delete recording
❍ Use the existing submenu prompt
and save any menu definition
changes
Back
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To record a submenu prompt (Bilingual mode):
Step Programming Task
Touch-Tone Input
11 Choose one of the following:
● Primary Language
● Secondary Language
● Save menu definition and submenu prompt
12 Record a submenu prompt:
[record prompt]
● Approve prompt
● Listen to prompt
● Re-record prompt
● Delete recording
13 Repeat record process for other language. (Go to Step
11).
Back
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Modifying a Submenu
Use this procedure to change a submenu definition or prompt. There can be up to 99 submenus
shared among four Automated Attendants. A submenu can be assigned to one or more Automated
Attendants and each submenu can be up to two minutes long. The submenu uses the same Dial
0/Timeout Action defined for the Day or Night menu.
To modify a Submenu:
Step
Touch-Tone Input
1
Log in to System Administration, if needed
Select Automated Attendant
Enter Automated Attendant number
Select Submenus
2
3
4
5
[1-4]
[1-99]
[1-9]
Enter submenu number
6
7
8
Select Modify the Submenu
Enter Selector Code
Modify Selector Code. Then choose one of the
following Selector Code Actions:
● Selector Code transfer
+ ext. number +
or _ _
_
_ _ _
● Play submenu
_
+ submenu number +
● Play Announcement
or
+
_
_
+ announcement. number
or
● Direct extension transfer
_
or_ _ _ _ _ _ _ _ _ _ _ _ _
● Mailbox transfer
_
● Delete Selector Code
+ mailbox ext. number +
_
or
● If finished modifying this Selector Code
_ _ _ _ _ _
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9
If finished modifying submenu definition.
You must continue with either Step 10 or
Step 11 and follow the instructions to save
the submenu definition and submenu
Note:
prompt.
10
If system is in Bilingual mode, go to Step 11. If
system is in Monolingual mode, choose one of the
following:
_ _ _ _ _ _ _ _ _ _ _ _ _
[record new prompt]
or
● Record a new prompt; then after recording,
press 1 and choose one of the following:
— Approve
or
or
— Listen to prompt
— Re-record prompt
— Delete recording
● Use existing submenu prompt and save
submenu definition changes. For Monolingual
mode, procedure is finished.
11
12
If system is in Bilingual mode, choose one of the
following:
_
● Primary Language
or
or
● Secondary Language
● Save submenu definition and submenu prompt
changes
Record a new prompt; then after recording, press 1
and choose one of the following:
[record new prompt]
or
● Approve. Return to Step 11(for Secondary
Language)
● Listen to prompt. Return to Step 11
or
or
● Re-record prompt. Return to Step 11
● Delete recording. Return to Step 11 (for
Secondary Language)
Deleting a Submenu
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Deleting Fax Extensions
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Deleting a Submenu
Use this procedure to delete an Automated Attendant submenu.
To delete a Submenu:
Step
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Automated Attendant
Enter Automated Attendant number
Select Submenus
[1-4]
Enter submenu number
[1-99]
6
7
Delete submenu
Choose one of the following:
● Confirm
or
● Cancel
Deleting Fax Extensions
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Creating Announcements
Announcements are recorded messages that callers hear when they make specific selections from
the MERLIN Messaging System menus and/or submenus.
● The MERLIN Messaging System allows up to 99 announcements shared among all
Automated Attendants.
● The same announcement can be used for any or all menus or submenus and for all
Automated Attendants.
● A single announcement can be up to two minutes in length.
● The factory setting is "Announcement [nn] does not exist."
To create an announcement:
Step
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Automated Attendant
Select a specific Automated Attendant
Select Announcements
[1-4]
Enter announcement number
[1–99]
6
Choose an option:
● Create an announcement
● Cancel
Deleting Fax Extensions
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To create an announcement:
Step
Programming Task
Touch-Tone Input
7
Choose one of the following:
● Listen to announcement
,or if Bilingual
● Modify announcement
● Delete announcement
❍ Confirm deletion
❍ Cancel deletion
● If finished
Back
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To listen to an announcement (Bilingual mode):
Step Programming Task
Touch-Tone Input
8
Choose one of the following:
● If the system is in Monolingual mode, listen to submenu
prompt:
● If system is in Bilingual mode:
❍ Listen to submenu prompt in Primary Language
❍ Listen to submenu prompt in Secondary Language
● Listen to submenu definition
● If finished
Back
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To modify an announcement:
Step Programming Task
Touch-Tone Input
9
If system is in Bilingual mode, go to Step 10. If
system is in Monolingual mode, choose one of the
following:
[record announcement]
● Record new announcement; then after
recording, press
following:
and choose one of the
❍ Approve
❍ Listen to announcement
❍ Re-record announcement
❍ Delete new recording
● Use existing announcement. For
Back
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To record an announcement (Bilingual mode):
Step
10
Programming Task
Touch-Tone Input
Choose one of the following:
● Record Primary Language
● Record Secondary Language
● Use existing announcement recording
11
Record the announcement then choose one of the
following:
[record announcement ]
● Approve announcement
● Listen to announcement
● Re-record announcement
● Delete new recording
12
Repeat announcement recording process for other
language
Back
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Modifying an Announcement
Use this procedure to modify an existing Automated Attendant announcement.
To modify an Announcement:
Step
Touch-Tone Input
1
Log in to System Administration, if needed
Select Automated Attendant
Enter Automated Attendant number
Select Announcements
2
3
4
5
[1-4]
Enter announcement number
[1-99]
6
7
Select Modify Announcement
If system is in Bilingual mode, go to Step 8. If system __________ __ __
is in Monolingual mode, choose one of the following:
_____
● Record new announcement; then after recording,
press 1 and choose one of the following:
[record new prompt]
— Approve
or
or
or
— Listen to announcement
— Re-record announcement
— Delete recording
● Use existing Announcement. For Monolingual
mode, procedure is finished.
8
If system is in Bilingual mode, choose one of the
following:
● Primary Language
● Secondary Language
● Save any recording changes
or
or
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9
Record new announcement; then after recording, press
[record new prompt]
or
● Approve. Return to Step 8 (For Secondary
Language)
or
or
● Delete recording. Return to Step 8 (For
Secondary Language)
Deleting Fax Extensions
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Deleting an Announcement
Use this procedure to delete an Automated Attendant announcement.
To delete an Announcement:
Step
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Automated Attendant
Enter Automated Attendant number
Select Announcements.
[1-4]
Enter announcement number
[1-99]
6
7
Delete announcement
Choose one of the following:
● Confirm
or
● Cancel
Deleting Fax Extensions
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Programming the Schedule Controller
The Schedule Options define the Day and Night Service operation of the Automated Attendant(s).
When you program the Schedule Options, you can:
● Administer the Weekly Business Schedule.
Programming the Schedule Options also allows you to administer the Temporary Schedule.
This procedure is covered in Path 3: Ongoing Maintenance and Administration,
"Managing the MERLIN Messaging System."
Note:
To program the Schedule Controller
Step Programming Task
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Automated Attendant
Select a specific Automated Attendant
Select Schedule Options
[1-4]
Choose one of the following:
● Listen to Schedule Controller and schedule settings
● Administer the Schedule Controller, then choose an option
❍ Follow Switch Mode
❍ Follow Weekly Business Schedule
❍ Follow both the switch mode and the Weekly
schedule
● Administer Weekly Business Schedule
● If finished programming Schedule Controller
Administering a Temporary Schedule
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Attendant Schedule and Fax Assignment for the information you
NOTE: need to program the Schedule Controller
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To administer a Weekly Business Schedule:
Step Programming Task
Touch-Tone Input
6
Choose one of the following:
● Enter day to be administered as follows:
❍ Sunday
❍ Monday
❍ Tuesday
❍ Wednesday
❍ Thursday
❍ Friday
❍ Saturday
❍ All days
● If finished.
7
Choose one of the following:
● Open
● Closed
Return to Step 6 to administer by day
Back
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To administer Weekly Business Schedule:
Step Programming Task
Touch-Tone
Input
8
Enter opening time where:
[hhmm]
hh = hour [00–23]
mm = minute [00–59]
Enter closing time where:
hh = hour [00–23]
9
[hhmm]
mm = minute [00–59]
10 Choose one of the following:
● Approve and save. Return to Step 6 to administer another
day.
● Re-enter. Return to Step 8.
Back
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Administering a Temporary Schedule
The Temporary Schedule overrides both the Switch mode and the Weekly Business Schedule. For
each day with a temporary opening or temporary closing schedule, you specify the start and end
time of the special schedule. During other periods of that day, the Automated Attendant operates
in the appropriate mode based on its Schedule Controller setting.
For a temporary opening schedule, the regular Day menu prompt plays. For a temporary closing
schedule, you may record a temporary closure greeting that plays before the regular Night menu
prompt or specify that only the regular Night menu prompt be played. Only one temporary
closure greeting can be recorded for each Automated Attendant. If you set the system for
temporary closings on more than one day and choose to use the temporary closure greeting, the
same greeting will be used for each day. If you want a different greeting for each day, you must
record a new greeting for the correct day. If the system is in Bilingual mode, the temporary
closure greeting must include recordings in both languages.
The Temporary Schedule can be programmed for the current day and/or the following six days. It
also can be cancelled anytime before or while the Temporary Schedule is in effect. The
Temporary Schedule does not carry over from week to week; it expires at the end of the day for
which you created it.
To set the Temporary Schedule for the entire day, enter 0000 as the start time and 2359 as
the end time.
Note:
To administer a Temporary Schedule:
Step
Touch-Tone Input
1
Log in to System Administration, if needed
Select Automated Attendant
Enter Automated Attendant number
Select Schedule Options
2
3
4
5
[1-4]
Choose one of the following:
Step 6.
● If finished
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6
Choose one of the following:
● Enter day to be administered as follows:
— Sunday
or
or
— Monday
— Tuesday
— Wednesday
— Thursday
— Friday
or
or
or
or
or
— Saturday
— All days
● If finished
7
Choose one of the following:
● Open
or
or
● Closed
● Delete temporary opening or closing for the
day
or
● If finished
8
9
Enter starting time for Temporary Schedule where:
hh = hour [00-23]
mm = minute [00-59]
[hhmm]
[hhmm]
Enter ending time for Temporary Schedule where:
hh = hour [00-23]
mm = minute [00-59]
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10
Choose one of the following:
procedure is complete. Return to Step 6 to
administer a Temporary Schedule for another
day. For a temporary closing schedule, go to
Step 11.
or
● Re-enter. Return to Step 8.
11
12
If this is a temporary closing schedule, choose one of
the following:
prompt. Return to Step 6 to administer a
Temporary Schedule for another day.
or
or
● Play a temporary closure greeting before
regular Night menu prompt.
Choose one of the following:
● Listen to current temporary closure greeting
● Record new greeting, then after recording,
press 1 and choose one of the following:
[record new greeting]
— Approve
or
or
or
— Listen to greeting
— Re-record greeting
— Delete greeting
● If finished
Deleting Fax Extensions
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Programming Line Assignments
This procedure only applies to systems that use more than one Automated Attendant. Skip
● Refer to MERLIN Messaging System Planning Form 4 – Line Assignments for
the site-specific information you need to complete the following programming task.
Note:
● If you want a line to be answered by Automated Attendant 1, no programming is
needed.
● If you want a line to be answered by Automated Attendant 2, 3 or 4, you must enter
the line number and identify which Automated Attendant should answer it.
● MERLIN Messaging System allows a maximum of 80 line assignments among all
Automated Attendants.
● The procedure for deleting lines is covered Path 3: Ongoing Maintenance and
Administration, "Managing the MERLIN Messaging System."
To program Line Assignments:
Step Programming Task
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Automated Attendant
Select a specific Automated Attendant
Select Line Assignments
[1-4]
Choose one of the following:
● Review Line assignment
● Add a line to Automated Attendantthen
● Re–enter line number
[nnn]
6
7
Repeat Step 5 for each line you want to add to this
Automated Attendant
If finished with Line Assignment programming
Deleting an Announcement
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Deleting Fax Extensions
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Assigning a Fax Extension to an Automated Attendant
extension. Next you must use this procedure to assign a Fax extension to one or more Automated
Attendants.
Schedule and Fax Assignment for the site-specific information you need to
Note:
complete the following programming task.
● MERLIN Messaging allows a maximum of one fax extension per Automated
Attendant.
● Multiple Automated Attendants can share the same fax extension.
● The procedure for removing a fax extension is covered in Path 3: Ongoing
Maintenance and Administration, "Managing the MERLIN Messaging
System."
To program a Fax Extension:
Step
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed.
Select Automated Attendant
Select a specific Automated Attendant
Select Fax Extension
[1-4]
Enter an extension number
[nnnn]
6
7
Repeat Steps 3 –5 for all fax extensions to be identified
If finished with fax identification programming
Deleting Fax Extensions
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Assigning a Fax Machine Extension
You can assign up to four fax extensions, one for each Automated Attendant. If an Automated
Attendant has been assigned a fax extension, when an incoming fax call is detected by the
Automated Attendant, it routes the call to the fax machine. You can administer a Directory
Listing or Recorded Name for a fax extension.
Refer to MERLIN Messaging System Planning Form 2 – Extension Administration for the
fax Assignment information identified for your site.
To assign a fax machine to an extension:
Step Programming Task
Touch-Tone Input
1
2
3
4
5
Log in to System Administration, if needed
Select Extension Administration
Enter extension number
[nnn]
Assign a fax machine to the extension
Choose one of the following:
● Program Directory Listing or Recorded Name
● Delete this extension
If this fax extension is assigned to an
Automated Attendant you must do one
of the following:
Note:
❍ Confirm
❍ Cancel
● If finished
Modifying an Announcement
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Deleting Fax Extensions
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To program Directory Listing or Recorded Name (optional procedure):
Step Programming Task
Optional Steps
Touch-Tone Input
6
Select Record Name
Choose one of the following:
● Listen to name
❍ If finished
[record name]
or
● Record name; then after recording, press
and choose
one of the following:
❍ Approve Name
or
or
❍ Play back recorded name
❍ Re-record name
❍ Delete name just recorded
● If finished recording a name
7
Select Directory Listing
Administer Directory Listing, then choose one of the following:
● For Release 2 and later, enter up to first ten letters of
name, using Touch-Tones. In Release 1 or 1.1, enter up to
first 4 letters of name.
[nn nn nn nn]
❍ Approve
❍ Re-enter
Exit without changes
Back
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Deleting Fax Extensions
Use the following procedure to delete a Fax Extension.
To delete a Fax Extension:
Step Programming Task
Touch-Tone Input
1
2
3
Log in to System Administration, if needed
Select Extension Administration
Enter extension
[nnn]
4
5
Delete this extension
If this extension is not assigned to an Automated Attendant, go
to step 6.
Choose one of the following:
● Confirm
● Cancel
6
● If finished
Assigning Fax Extensions
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Logging in to System Administration
described in Initially Logging in to System Administration.
Logging in to System Administration
Step
Programming Task
Touch-Tone Input
1
Dial extension number of MERLIN Messaging System [nnn]
Calling Group.
2
Enter System Administration extension number.
3
4
Enter password.
[nnnnnn]
Select System Administration.
This option is not heard on the System
Administration activity menu. The menu item is
deliberately hidden to minimize your system's
Note:
vulnerability to abuse. You should select it even
though it is not heard.
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Modifying System Security Parameters
The MERLIN Messaging System provides the following features to help protect your system
● Transfer Restrictions - When this feature is activated, *8 transfers, Automated
Attendant direct extension transfers and Personal Operator transfers are restricted to
extensions that are included in the MERLIN Messaging extension list. The extension list
includes extensions assigned as Automated Attendant extensions. Mailbox extensions,
Transfer-Only Extensions, Fax Extensions and the Call Answer Service Operator
● Security Alert - Setting a minimum password length of six digits or greater is highly
recommended to help discourage hackers. If you choose a setting of less than six digits,
the system reminds you that a setting of six or more digits makes your system less
● Minimum Password Length -is the minimum number of digits users must enter when
setting a new password for their mailbox. The factory setting is six digits; this setting
can be changed to 1-15 digits.
You can modify two Merlin Messaging System security features (Transfer Restrictions and
Minimum Password Length). These features are designed to enhance system security and
● Setting Minimum Password Length
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Setting Transfer Restrictions
The factory setting for Transfer Restrictions is On. When Transfer Restrictions are set to On,
transfers (
transfers, Automated Attendant Direct extension transfers and Personal Operator
transfers) are restricted to extensions that are contained in the extension list (Automated
Attendant extensions, Mailbox extensions, Transfer-Only extensions and Fax extensions) and to
the Call Answer Service Operator extension. This helps to prevent users and callers from
committing toll fraud by transferring to an outside operator who could place a call for them.
Transfer Restrictions can be set to Off; however, changing the factory setting to this option is
strongly discouraged, as it leaves your system vulnerable to toll fraud.
Setting the Transfer Restrictions to Off leaves your system vulnerable to toll
fraud. Lucent Technologies strongly recommends that you keep the Transfer
Restrictions set to On.
To set Transfer Restrictions:
Step Programming Task
Touch-Tone Input
1
2
3
4
Log in to System Administration, if needed
Select System Security Parameters
Select Transfer Restrictions
Choose one of the following:
● On
or
● Off
● If finished
Procedure
Setting Minimum Password Length
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Setting Minimum Password Length
The Minimum Password Length is the minimum number of digits that a user can specify when
setting a password for his/her mailbox. The Minimum Password Length also applies to the
System Administration password. The range is 0 – 15 digits.
The shorter the Minimum Password Length, the more vulnerable the system is
to abuse by unauthorized persons. Choosing the longest acceptable minimum
password length maximizes the security of the system. The factory-set
Minimum Password Length is 6 digits.
If you attempt to set a minimum length of less than 6 digits, the system will:
● Remind you that at least 6 digits is recommended.
Note:
● Advise you about system vulnerability.
To set Minimum Password Length:
Step
Touch-Tone Input
1
2
3
4
Log in to System Administration, if needed.
Select System Security Parameters
Select Minimum Password Length
Choose one of the following:
● Enter Minimum Password Length
● If finished
[0-15]
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Backing Up the System to the PC Card
Following MERLIN Messaging System programming, you can back up programmed
configuration data and a subset of the Automated Attendant menu submenu and announcement
prompts onto the PC Card. The backed up information may be used to perform a system restore if
the system fails or if data becomes corrupted.
● The MERLIN Messaging System must be in an idle state in order for the backup to
begin.
Note:
● Prior to starting the backup process, the system will busy-out the messaging ports.
● During the backup process, the system does not answer calls.
● The backup process can take up to 20 minutes.
To back up the system:
Step
Touch-Tone Input
Log in to System Administration, if needed.
1
2
3
Select System Backup
Select Backup, then choose one of the
following:
or
● Confirm
● Cancel
4
If finished
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Restoring the Messaging System
Requests to have the MERLIN Messaging System perform a restore must be initiated by the
System Manager and should be originated via the terminal interface. When you request a
system restore, MERLIN Messaging reads data that was previously stored on the PC Card
during a successful backup and writes it to the MERLIN Messaging System hard disk.
● The MERLIN Messaging System must be in idle status for the restore
process to begin. If any voice messaging ports are in use (that is, off hook),
the restore request will be rejected.
Note:
● MERLIN Messaging voice messaging services are not available while a
restore is in progress.
● If the restore process fails, the MERLIN Messaging System logs this as a
critical event
● Once initiated, the restore process cannot be interrupted by the System
Manager.
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Contents
Ongoing Maintenance and Administration
Getting Started
System Overview
Managing the MERLIN Messaging System
Terminal-Based Reporting, Maintenance and Administration
Appendix B: Sample Configuration Report
Upgrading MERLIN Messaging System Port Licensing
MERLIN Messaging System User's Guide
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Introduction
The MERLIN Messaging System provides terminal-based reporting, maintenance and reset
capabilities to help System Managers and service technicians to:
● Assess the health of the system.
● Identify voice messaging system problems.
● Initiate the appropriate corrective action, when needed.
Report and maintenance/administration requests are entered via a terminal interface on either a
local or remote basis. Local access is through connection to the RS-232 serial port on the
MERLIN Messaging System module. Remote access is via public switched telephone network
(PSTN) dial-up to the communications system switch and communications system connection
to the modem port on the messaging module. System access is login and password
protected.
User access to the MERLIN Messaging System is supported via an ASCII terminal interface
available through the serial and Remote Maintenance Device (RMD) ports. PCs connected
through the terminal interface and running terminal emulation software can capture report
information and retain it locally in the form of ASCII data files for subsequent review,
manipulation or management.
Maintenance and Administration Summary
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MERLIN Messaging System Reports
The MERLIN Messaging System provides four types of reports:
Report
Purpose
Configuration
Helps verify that the system configuration
matches the customer’s requirements
Critical Event
Mail Box Report
Trouble Log
Assists in quickly identifying system
malfunctions and appropriate corrective
action
Assists in tracking problems associated with
the recording, storage and retention of voice
messages
Assist in auditing and tracking the service
history for a MERLIN Messaging System
Related Topic
Maintenance and Administration Summary
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MERLIN Messaging System Maintenance and Administration
MERLIN Messaging System Maintenance and Administration allows users to perform the
● Make an entry in a Trouble History Log.
Not all capabilities are available to all users. The following section
describes user access
and security requirements.
Related Topics
Report Summary
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User Access and Security Requirements
Two groups of users have report, maintenance and administrative access to the MERLIN
Messaging System. These users are:
● MERLIN Messaging System Manager
● Service Technicians
Each user type has a unique login. The password for all user types is the System Manager
"mailbox" password. The combination of login and password defines the capabilities available to
that user. The table below describes user-specific report, maintenance and administrative
capabilities.
User
Report Access
Maintenance/Administration
System
Manager
● Configuration Report
● System Reset
● Backup
● Mailbox Report
● Restore
● Change System Administration
Password
Service
Technician
● Configuration Report
● Critical Event Report
● Mailbox Report
● System Reset
● Entry in Trouble History Log
● Retrieve Trouble
History Log
Related Topics
Establishing a Local Session
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Establishing a Remote Session
You can establish a remote connection via your PC's modem to the MERLIN Messaging
System via dial-up to the Remote Maintenance Device (RMD), which is a modem located on
the MERLIN Messaging System's PC Card. The extension number for the RMD is the twelfth
extension number assigned to the MERLIN Messaging System module. The RMD connection
supports line speeds up to 14.4 K baud.
There are several ways you can dial in and connect to the RMD from a remote location:
● Dial into the communications system using a Direct Inward Dial (DID) trunk associated with the RMD
port extension on the MERLIN Messaging System.
● Dial in on an outside line programmed for Remote Access, enter a barrier code if required, then dial the
extension number for the RMD.
● Dial in on an outside line assigned to the MERLIN Messaging System Automated Attendent then dial
and the extension number for the RMD.
● Dial in to the communications system and when a person answers, request a
.
The method you use to connect the specific access mode to be used depends on how the MERLIN Messaging
System and communications system have been configured. Review this with the Service Consultant to
determine which method you want to use. Make a note of the extension that has been assigned to the Merlin
Messaging System's RMD (twelfth extension assigned to the MERLIN Messaging System module.
The MERLIN Messaging System supports one terminal session at a time. If a session is active via the serial
port at the time a dial-up connection is being attempted, the MERLIN Messaging System displays the
following message: "Local session active or port is locked please wait..." This message will continue
to be displayed at 10 second intervals until the serial port connection is terminated or you disconnect from the
dialup session. If the serial port connection is terminated while the dial-up connection is attempted, the
"Welcome to Merlin Messaging" message and the login request prompt displays.
Follow the procedure recommended by your modem manufacturer to install and
configure the modem. When the modem is installed, connect a telephone to the
Note: modem's phone jack and connect a telephone company line to the modem's line jack.
Next, use a terminal emulation, such as Windows Hyperterminal, to start your remote
session. If you need to call a person and request a manual transfer, follow the
directions packaged with your terminal emulation packaged to use a telephone to dial
the number then make a modem connection.
Related Topics
Logging in to Terminal-Based Reporting, Maintenance and Administration
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Setting Up Windows HyperTerminal for a Remote Session
Windows HyperTerminal is the standard terminal emulator and serial communications program
provided with the Windows operating system. Use the following procedure to set up a HyperTerminal
icon that you can use anytime you want to start a remote session.
Procedure
Step
1
Procedure
Click the Start button
2
Point to Programs, point to Accessories and then click HyperTerminal
Double-click Hypertrm
3
HyperTerminal starts in the New Connection mode. For information
about how to use HyperTerminal, click the Help menu in
Note: HyperTerminal.
4
5
On the New Connection window, type a name that describes the connection (for
example, MERLIN Messaging System), then click OK
On the Connect To window, enter the area code and telephone number you will use to
call into the MERLIN Messaging System. Next, select your modem from the Connect
Using list and click OK
6
On the Properties window for your modem, set the maximum baud rate to 19200 then
click OK
An icon with the name you selected in Step 4 is created. You can then double-click
this icon to start a remote session with the paramaters you entered
Related Topics
Logging in to Terminal-Based Reporting, Maintenance and Administration
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Establishing a Local Session
The MERLIN Messaging System has an RS-232 serial port capable of supporting direct
connection to a terminal device, such as a PC, with a serial port at a line speed of 9.6 kbps. The
connection is based on an 8-bit word, no parity, no flow control and autobaud capability. An
RS-232DW8 cable with a maximum length of 25 feet can be used to connect the terminal to the
module.
You need to use the adapters specified below:
● MERLIN Messaging Serial Port
● 25-foot DW8 Cable
● AT&T 3SSAF adapter
● Male DB2S-to-female DB1S
● PC/Laptop COM Port
The MERLIN Messaging System supports one terminal session at a time. If a session is in effect
through the Remote Maintenance Device (RMD) at the time the serial connection is being
established, the MERLIN Messaging System ignores all input from the serial connection.
When the hardware has been connected you must use a terminal emulator (such as Windows
Hyperterminal) to start your terminal session.
Establishing a Remote Session
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Logging in to Terminal-Based Reporting, Maintenance and
Administration
Before you log in, you must connect your PC to the MERLIN Messaging System module. The following
● Establishing a Remote Session
After you configure your terminal emulator for a local or remote session, start the program and connnect
to the MERLIN Messaging System. Once your PC is connected to the MERLIN Messaging System and
you have a login prompt, use the following procedure to log in to MERLIN Messaging System
Administration.
Step
Action
Remote Access
Local Access
1
Access MERLIN Messaging System
Dial in to MERLIN
Messaging System
Connect RS-232 cable
to RS-232 serial port
2
3
A Welcome to Merlin Messaging
message
Enter login
[nnnnnn]
[nnnnnn]
[nnnnnn]
[nnnnnn]
If you do not enter your login
within 30 seconds, MERLIN
Messaging terminates the
Note:
session.
4
Enter the System Administration
password
If you do not enter your login
within 30 seconds, MERLIN
Messaging terminates the
Note:
session.
System Validation
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System Validation
The MERLIN Messaging System validates your login and password entries to determine if you are authorized
to use the system.
If
Then
Your login and password are
valid
The MERLIN Messaging System displays the following:
● "Login successful... one moment please..."
● "This system is restricted to authorized users for legitimate
business purposes. Unauthorized access or modification of this
system or the data contained therein is a violation of the law"
● A menu of the options available to you based on your user type
including a command prompt, "Enter an Option Number:"
Your login and password entries The MERLIN Messaging System displays the message "Invalid login" and
are not valid
requests that you enter a new login and password.
The MERLIN Messaging System allows up to five consecutive entries of invalid
login/password after which it displays the message "Session terminated, Port is locked."
Note: Further login attempts are locked-out for five (5) minutes. The locked-out interval applies
to access via a modem or local access via direct connection to the serial port.
Service Technician Options Menu
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System Manager Options Menu Screen
The screen facsimile below contains a menu of options available to the System Manager.
Click an option name to link to a detailed description of the applicable report or procedure.
When you request a System Configuration Report or Mailbox Report, the MERLIN Messaging
System streams the data to the terminal in a manner similar to the way text is sent to a printer.
Flow control to pause/resume the report stream is not provided. The recommended procedure
for viewing the report data is to:
● Capture the report to a file or send the report to the printer using terminal emulation
software (see procedure below).
● After capturing the report to a file, use a visual text editor such as Word Pad to open the
file and to control scrolling and the display of the report data on the screen, or print the
report.
Procedure
Capturing a Report to a File or Printer Using Hyperterminal
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System Configuration Report
The System Configuration Report contains a summary of the configuration information
administered for the MERLIN Messaging System at the system, Automated Attendant Main
● Extension Information
Click below to:
Return to the Service Technician’s Option Menu
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MERLIN MESSAGING Release 1.1.0.16 10:05 23-Mar-99
CONFIGURATION REPORT
GENERAL INFORMATION
System Language Mode: Bilingual
System/Primary Language: U.S. English
Secondary Language: French
System Administration Prompt Language: U.S. English
Minimum Password Length: 6
Number of Licensed Ports: 4
Extensions (Number of)
Mailboxes: 30
Transfer Only: 20
Automated Attendant: 4
Fax: 4
Maximum Extension Length: 4
Call Answer Service Operator Extension: 768
Transfer Restrictions: ON
=============================================================================
AUTOMATED ATTENDANT INFORMATION
AUTOMATED ATTENDANT 1
Lines assigned: 803,805,807,809
Fax Extension: 235
General Mailbox Owner: 134
Schedule Controller: Follow Both
Current Mode: Open
Business Schedule:
Day Service Mode Start
Sun Closed
End
Mon Open
Tue Open
Wed Open
07:00
07:00
07:00
18:00
18:00
18:00
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Thu Open
Fri Open
Sat Closed
07:00
07:00
18:00
18:00
Temporary Schedule:
Day
Mon
Tue
Service Mode
Closed
Start
End
07:00
07:00
18:00
18:00
Closed + Temp
Gtg
Sat
Open
09:00
15:00
Temp Gtg Recorded: System/Primary Language: YES Secondary Language: NO
Day Main menu Definition
Prompt Recorded: System/Primary Language: YES Secondary Language: NO
CODE
SELECTOR CODE ACTION EXT
SUBM/ANNC
#
# OF
DIGITS
1
2
3
4
Direct Ext Transfer
Play Announcement
Direct Ext Transfer
1
3
Collected Digits
Transfer
21
23
2
5
6
7
Play Submenu
2
2
Play Announcement
Selector Code
Transfer
8
9
Direct Ext Transfer
Mailbox Transfer
Transfer To Ext
10
40
Dial 0/
Timeout
Night Main menu Definition
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Prompt Recorded:System/Primary Language: YES Secondary Language: NO
CODE
SELECTOR CODE ACTION
EXT
SUBM/
# OF
ANNC #
DIGITS
1
2
3
4
5
6
7
8
9
Play Announcement
Play Announcement
Play Announcement
Play Announcement
Play Announcement
Play Announcement
Mailbox Transfer
Play Announcement
Mailbox Transfer
General Mailbox
5
5
5
5
5
2
28
5
10
Dial 0/
Timeout
9991
AUTOMATED ATTENDANT 2
Lines Assigned: 802,804,806,808
Fax Extension: 237
General Mailbox Owner: 134
Schedule Controller: Follow Switch
Current Mode: Temporary Night
Business Schedule: None
Temporary Schedule:
Day
Mon
Tue
Service Mode
Closed
Start
07:00
07:00
End
18:00
18:00
Closed + Temp
Gtg
Sat
Open
09:00
15:00
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Temp Gtg Recorded: System/Primary Language: YES Secondary Language: NO
Day Main menu Definition
Prompt Recorded: System/Primary Language: YES Secondary Language: NO
CODE
SELECTOR CODE ACTION
EXT
SUBM/
# OF
DIGITS
ANNC #
1
2
Direct Ext Transfer
Play Announcement
1
3
4
5
Collected Digits Transfer 15
Collected Digits Transfer 21
Play Submenu
4
3
3
2
2
6
7
8
9
Play Announcement
12
Selector Code Transfer
Not Used
23
Not Used
Dial 0/
Timeout
Disconnect
Night Menu Definition
Prompt Recorded: System/Primary Language: YES Secondary Language: NO
CODE
SELECTOR CODE ACTION
SUBM/
# OF
EXT
ANNC #
DIGITS
1
2
3
4
5
Play Announcement
Play Announcement
Play Announcement
Play Announcement
Play Announcement
5
5
5
5
5
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6
7
8
9
Play Announcement
Mailbox Transfer
Play Announcement
Mailbox Transfer
General Mailbox
2
5
28
10
Dial 0/
Timeout
--------------------------------------------------------------
SUBMENU INFORMATION
SUBMENU 1
Prompt Recorded: Primary/System Language: YES Secondary Language: NO
CODE
SELECTOR CODE ACTION
EXT
SUBM/
# OF
DIGITS
ANNC #
1
2
3
Direct Ext Transfer
Play Announcement
Direct Ext Transfer
1
4
5
Collected Digits Transfer 21
Play Submenu
3
2
2
6
7
8
9
Play Announcement
2
Selector Code Transfer
Direct Extension Transfer
Mailbox Transfer
23
10
SUBMENU 2
Prompt Recorded: Primary/System Language: YES Secondary Language: NO
CODE
SELECTOR CODE ACTION
EXT
SUBM/
# OF
DIGITS
ANNC #
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1
2
3
Direct Ext Transfer
Play Announcement
Direct Ext Transfer
5
4
5
Collected Digits Transfer 21
Play Submenu
3
5
2
6
7
8
9
Play Announcement
1
Selector Code Transfer
Direct Extension Transfer
Mailbox Transfer
23
10
-----------------------------------------------------------------------------
SubMenu Summary (SubMenu Numbers)
Used but not created: 3,5
Created but not used: 1
-----------------------------------------------------------------------------
ANNOUNCEMENT INFORMATION
Annc
Recorded In
Recorded In
Number
System/Primary Language
Secondary language
1
2
Yes
Yes
Yes
No
No
No
4
Yes
No
7
8
Yes
No
Yes
No
12
-----------------------------------------------------------------------------
Announcement Summary (Announcement Numbers)
Used but not created: 3,5
Created but not used: 4,7,8
=============================================================================
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EXTENSION INFORMATION
Extension 121
Type: Mailbox Extension
Directory Listing: SMIT
Phone Status: Phone
Maximum Message Length (min): 4
Mailbox Size (min): 60
Mailbox Language: U.S. English
Personal Operator Extension:
Call Answer Mode: Record
Personal Greetings Recorded: 1,3
Active Greeting: System
Personal Group List 1: 10 11 12 13 14 15 16 17 18 19 20 21 23 24 25 26 27
28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51
52 53 54 55 56
Outcall Privilege Enabled: Yes
Outcalling Turned On: Yes
Outcalling Schedule: 08:00 - 17:00 Delay: 15 min Cycles: 5
Outcall List 1: Pager 9*18005551212****1232456#18005551234#
Outcall List 2: Phone 9*9577777
Outcall List 3: Phone 9*18003334444
Outcall List 4: Phone 12345678901234567890123456789012345678901234
5678901234567890
Outcall List 5: Phone 9*18005551255
Extension 123
Type: Fax Extension
Directory Listing:
Phone Status: Phone
Extension 124
Type: Transfer Only
Directory Listing:
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Phone Status: Phone
Extension 129
Type: Automated Attendant 1
Directory Listing:
Phone Status: No Phone
Extension 9991
Type: Mailbox Extension
Directory Listing:
Phone Status: No Phone
Max Message Length (min): 5
Mailbox Size (min): 60
Mailbox Language: U.S. English
Personal Operator Extension:
Call Answer Mode: Record
Personal Greetings Recorded:
Active Greeting: System
Outcall Privilege Enabled: No
Personal Group List :
Outcalling Schedule: Delay: Cycles:
Outcall List 1:
MERLIN MESSAGING Release 1.1.0.16 10:05 23-Mar-99
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Change Daily System Maintenance Time
The MERLIN Messaging System is factory set to restart itself each day at 3:00 am. This
Scheduled System Restart is designed to allow the MERLIN Messaging System to perform
system and diagnostic checks to ensure system and data integrity. The Scheduled System
Restart eliminates the need for you to manually perform several diagnostic audits and ensures
that MERLIN Messaging System diagnostics are performed on a regular basis.
The MERLIN Messaging System keeps a time record of the last Scheduled or Manual System
Restart. If the last system restart occurred within the last 23 hours, the MERLIN Messaging
System cancels Scheduled System Restart.
A Scheduled System Restart is initiated only if the MERLIN Messaging System is idle, i.e., all
of the voice messaging ports are "on hook." If any voice messaging ports are busy, the system
cancels the Scheduled System Restart then checks for an idle status every 5 minutes for a one
hour period. If the MERLIN Messaging System is not idle during this one hour period, the
Scheduled System Restart is cancelled until the next day at the scheduled time.
While a System Restart is in progress, all voice messaging ports are busied out and all event
data is written to the Event Log before the MERLIN Messaging System shuts down. When the
System Restart is complete, the MERLIN Messaging System refreshes the Message-Waiting
lights and logs the voice messaging ports into the MERLIN Messaging System Calling Group
so that the MERLIN Messaging System can respond to calls.
You can use the Change Daily System Maintenance Time option to do the following:
● Turn off the Scheduled System Restart (not recommended)
● Change the Scheduled System Restart time
Procedure
Changing the Daily System Maintenance Time
Click Below to:
Return to the Service Technician Options Menu Screen
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Changing The Date and Maintenance Time
To change the daily system maintenance time:
Step
1
Programming Task
PC Input
From the Menu Options Screen, select Change Daily
System Maintenance Time
2
From the Change Daily System Maintenance Time
submenu, choose one of the following:
● To cancel the Scheduled System Restart, choose
Turn Off Daily Maintenance (not recommended)
● To change the time for the Scheduled System
Restart, choose Change Daily System Maintenance
Time and enter the new time in the 24 hour format
(hhmm) or press Enter to keep the currently
programmed time
[xxxx]
or
3
Return to the Service Technician Options screen
Return to the Service Technician Options Menu Screen
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Critical Event Report
The MERLIN Messaging System tracks the activities that it performs, recording events as
entries in a daily log. Information is captured 7 days a week, 24 hours a day basis. The report
contains a list of errors that indicate a system failure to assist Service Personnel in determining
whether the system must be replaced.
Ther are no field-replaceable components in the MERLIN
Messaging System.
Note:
The Critical Event Report, is accessible via the Service Technician option menu, but cannot be
accessed via the System Manager Option menu.
The Critical Event Report:
● Presents a summary of the critical error conditions the system has encountered over a
seven-day period, which is the length of time the log data is retained.
● Lists all event instances on a first-in/first out basis, starting with the oldest day and
progressing to the current date and time.
● Provides the following summary items:
❍ Software System Release and version number.
❍ System Date and time when the report is generated.
❍ The range of dates for which the report is valid.
❍ The message "No Critical Events Logged", if no error events were found.
● Includes the following "Error" types, including the date and time when they occurred
(consult with the TSO to determine the action to be taken for each type):
❍ Forced System Reset
❍ Announcement Lost
❍ DSP Insane
❍ Bad Mailbox Data
❍ No Mailbox RAM
❍ No Voice Msg Space
❍ Message Send Fail
❍ Locked Port
❍ No Message Queue
❍ Voice Announce Corrupt
❍ Automated Attendant Announcement Corrupt
❍ Real Time Clock Failed
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Click Below to:
Return to the Service Technician Options Menu Screen
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Mailbox Report
The MERLIN Messaging Mailbox Report allows you to access and view the current status of
messages in user mailboxes. This allows you to handle message delivery and timeline issues.
For a specified mailbox, the Mailbox Report contains the following information:
● The System date and time that the report was generated
● The Mailbox Number
● The number of messages in the Mailbox
● For each message:
❍ The date and time it was recorded
❍ Duration
❍ Whether it is new (unplayed) or old (played)
Click here to view a sample Mailbox Report
Procedure
Requesting a Mailbox Report
Click Below to:
Return to the Service Technician Options Menu Screen
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Mailbox Report
MERLIN MESSAGING Release 1.1.0.16 10:15 23-Mar-99
===================== Mailbox Report =====================
This report lists the number of messages, their duration and the time they were
recorded in the mailbox.
===================== Mailbox Report =====================
Number
of
Messages:
4
Mess.
No.
Recorded
Date ___ Time
Length
(Sec)
Type
(New or Old)
========== =================== ============== ============
1
2
3
4
23-Mar ___ 09:53
23-Mar ___ 10:00
23-Mar ___ 10:11
23-Mar ___ 10:14
200
3000
12
Old
Old
New
New
5
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Requesting a Mailbox Report:
To request a mailbox report, do the following:
Step Programming Task
PC Input
1 From the Options Menu screen, select
Mailbox Report
2 From the Select Mailbox Submenu,
enter the extension for the applicable
mailbox
[nnnn]
[nnnn]
If the extension you enter does
not have a mailbox, the MERLIN
Note: Messaging System will display
the message "Extension not
valid." Do one of the following:
● Enter a new extension
● Return to Options Menu screen
3 After the report data is displayed,
choose one of the following:
[nnnn]
● Enter a new extension
● Return to Options screen
Click Below to:
Return to the Service Technician Options Menu Screen
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Enter Notes in Permanent Trouble Log
Creation of an entry in the Permanent Trouble Log assists Service Technicians in tracking
troubles and resolutions associated with a MERLIN Messaging System. Service Technicians
are encouraged to leave a short description of the problem and resolution at the time a system
is serviced to make future effort more productive, should they or their colleagues have to again
service that system. Service Technicians can acess the Permanent Trouble Log Entry Submenu
by entering 6 and pressing the return key at the Enter Option Number prompt. After selecting
this option, a log entry prompt is displayed by the system. A Service Technician can cancel
(i.e., back–out) making an entry an "n" and a carriage return. If an "n" is entered, the system
returns to display the Service Technician's Options Menu.
If the Service Technician enters a "y", the system provides separate prompts to enter their
name, contact information and a short text description of the problem and its resolution. The
Service Technician can end their input to each prompt by entering a double carriage return. A
current line editing capability (i.e., backspacing) is available to modify your typed input until a
carriage return is typed, at which time the information becomes un-editable. Following
completion of the problem description/resolution entry, the MERLIN Messaging System
automatically dates and time stamps the entry in the log, indicates that an entry has been in the
log and returns to displaying the Service Technician's Options Menu.
Procedure
Entering Notes in the Permanent Trouble Log
Click Below to:
Return to the Service Technician Options Menu Screen
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Entering Notes in the Permanent Trouble Log
Step
Programming Task
PC Input
1 Access the Permanent Trouble Log
Entry Submenu.
After selecting this option, a log
entry prompt is displayed by the
system
2 Choose to continue or "back out" of Y or
the menu.
N
3 Enter information and end their
input to each prompt by entering a
double carriage return.
Click Below to:
Return to the Service Technician Options Menu Screen
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Display Permanent Trouble Log
The Permanent Trouble Log Report contains a history of the information entered by Service
Technicians or TSO personnel who have previously serviced the MERLIN Messaging System.
MERLIN Messaging System servicing practices include the generation of entries in the
Trouble Log regarding any findings/actions after servicing a system.
Access to this history can assist Service Technicians in quickly focusing on prior conditions
that may be a source for current problems.
The Permanent Trouble Log Report provides the following information regarding each service
instance that has been entered in the log:
● Date the log entry was made
● Date and time of service
● Name and affiliation of the technician making the entry
● Trouble description and resolution
Procedure
Displaying the permanent Trouble Log
Click Below to:
Return to the Service Technician Options Menu Screen
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MERLIN MESSAGING Release 1.1 10:15 23-Mar-99
===================== Permanent Trouble Log Report ===========================
This report shows the service history information for this unit that has been entered by service
personnel regarding problems and their resolutions.
=========================================================================
Date and Time of Log Entry: 15-Jan-99 10:30
Date and Time of Service: January 15, 1999 at 10:00 AM +/- 5 min
Name: John Smith
Contact Information: ABC Telecom Systems
Description/Resolution: System would not boot successfully with PC Card in place. Replaced PC Card
and System boots OK.
===================================================================
Date and Time of Log Entry: 25-Feb-99 10:30
Date and Time of Service: 2/26/99 at 9:00 AM
Name: Tom Lewis
Contact Information: ABC Telecom Systems
Description/Resolution: Customer says messages are not being written to mailbox. Checked
configuration and changed Call Answer Mode to record from answer only mode.
===================================================================
Date and Time of Log Entry: 03-Mar-99 16:30
Date and Time of Service: 3/3/99 2:30 PM
Name: Tom Lewis
Contact Information: ABC Telecom Systems
Description/Resolution: Customer says some messages recorded in mailboxes are garbled. Made
several test calls and checked the messages. Confirmed that 3 of the 5 messages recorded were
garbled. Ran Critical Event report. Found no problems. Reset the system - did not clear problem.
Referred problem to NSAC for further analysis.
MERLIN MESSAGING Release 1.1.0.16 10:15 23-Mar-99
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Restart Messaging System
If you choose this option to restart (that is, reboot) the MERLIN Messaging System, the
current terminal session is dropped and cannot be re-established until the system has rebooted
itself. You must re-establish a remote or local terminal session to perform subsequent
functions.
Procedure
Restarting the MERLIN Messaging System
Click Below to:
Return to the Service Technician Options Menu Screen
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Restarting the MERLIN Messaging System
To Restart the MERLIN Messaging System, do the:
Step Programming Task
PC Input
1 From the System Manager Options
screen, request Restart Messaging
System
MERLIN Messaging displays a
warning message indicating that the
system will be out-of-service and that
all active calls including the terminal
session will be dropped. the MERLIN
Messaging System prompts requesting
that you to confirm your restart request
2 Choose one of the following:
● No (return to System Manager
N or
Y
Options screen)
● Yes (initiate restart)
A Yes (Y) response will result
in the disconnection of the
Note: terminal session
Click Below to:
Return to the Service Technician Options Menu Screen
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Log Off and Exit
To log off and exit the MERLIN Messaging System:
Step
1
Programming Task
PC Input
From the Options screen, select
Log Off and Exit
Click Below to:
Return to the Service Technician Options Menu Screen
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Backup Messaging System
Only the System Manager can request a backup via the terminal interface. System
configuration information and selected Automated Attendant Menus and Submenus are
backed-up onto the Port PC Card that is plugged into the front face of the MERLIN Messaging
System module.
● MERLIN Messaging System voice messaging services are not available
while a backup is in progress.
● The backup process can only be started when the MERLIN Messaging
Note:
System is in an idle status, i.e., all its voice messaging ports are "on hook."
See what information is backed up.
Procedure
Backing up the Messaging System
Click Below to:
Return to the Service Technician Options Menu Screen
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Backing Up the Messaging System
The MERLIN Messaging System displays the message, "PC Card is absent" if there is no Port
PC Card in the PCMCIA slot or, "PC Card invalid" if the Port PC Card is not recognized as a
valid PC Card. In both of these instances, the MERLIN Messaging System aborts the Backup
and returns to the System Manager's Options Menu. If a valid PC Card is in place and all voice
messaging ports are idle, the MERLIN Messaging System busies out the voice ports, displays
the message "Please wait…..the system is being backed-up" and initiates the back-up process.
To back up the MERLIN Messaging System, do the following:
Step Programming Task
PC Input
1 From the System Manager Options
screen, request Backup Messaging
System
If any ports are in use, the
back-up request is automatically
Note: cancelled and you are requested
to try again later.
2 Confirm the backup request
Y
3 Review the backup results, then return to
the System Manager's Options Menu
Click Below to:
Return to the Service Technician Options Menu Screen
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Restore the Messaging System
Requests to have the MERLIN Messaging System perform a restore must be initiated by the
System Manager and can be originated via the terminal interface. When you request a system
restore, MERLIN Messaging reads data that was previously stored on the PC Card during a
successful backup, and writes it to the MERLIN Messaging System hard disk.
● The MERLIN Messaging System must be in idle status for the restore
process to begin. If any voice messaging ports are in use (that is, off hook),
the restore request is rejected.
● MERLIN Messaging voice messaging services are not available while a
restore is in progress.
● If the restore process fails, the MERLIN Messaging System logs this as a
critical event
Note:
● Once initiated, the restore process cannot be interrupted by the System
Manager.
● The system automatically restarts following a successful restore. The current
terminal session is dropped and cannot be reestablished until the system has
rebooted itself. You must re–established a remote or local terminal session
to perform subsequent functions.
Procedure
Requesting a System Restore via the Terminal Interface
Click Below to:
Return to the System Manager Options Menu Screen
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Request a System Restore
To request a System Restore via the Terminal Interface , do the following:
Step Programming Task
PC Input
1 From the System Manager Options
screen, request Restore Messaging
System
● If any voice messaging
ports are in use at the time
Note:
a restore request is made,
the MERLIN Messaging
System provides an
announcement or message
that the restore request is
rejected because ports are
in use.
● If there is no PC Card in
the PCMCIA slot, the
MERLIN Messaging
System responds with an
error message.
● If the backup version is
invalid, the MERLIN
Messaging System
provides an
announcement or message
to the user and rejects the
restore process
2 If the PC Card backup data is valid, the
MERLIN Messaging System announces
the date and time of the backup and
prompts you to indicate if you what to
continue.
Choose one of the following:
N or
Y
● No (return to System Manager
Options screen)
● Yes (initiate restore)
3 Following system restore, return to the
System Manager Options screen
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When the restore process is complete, the MERLIN Messaging System displays one of the
following messages (depending on the outcome of the backup process).
● Restore completed, followed by press enter to return to the menu
● Restore Unsuccessful, Reason and list any errors that occurred during the restore
process, followed by press enter to return to menu screen
MERLIN Messaging System Display Messages for Unsucessful Restore
Message
Condition
"PC Card is absent"
There is no PC Card in the PCMCIA slot
"Cannot perform Restore,
PC Card could not be read"
The PC Card cannot be recognized as a valid card
The data on the card fails integrity and validity checks
"Cannot perform Restore,
PC Card does not contain a
valid backup"
In each of these cases, the MERLIN Messaging System aborts the restore and returns to
displaying the System Managers Options Menu.)
If the backup data on the PC Card is valid, the system displays the time and date of the backup
and prompts you to confirm the restore request.
Click Below to:
Return to the System Manager Options Menu Screen
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Change Password
Before you change the System Administration Password using the terminal interface,
please note the following:
● The MERLIN Messaging System checks for site-specific minimum and maximum
password length and numeric restrictions before accepting a new System Administration
Password
● Because the same password is used for when you log into System administration by
using a Touch-Tone telephone, only numerical digits may be used.
● You cannot change your System Administration Password using the terminal interface if
you are logged in to the MERLIN Messaging System via the Touch-Tone telephone.
You must log-off from the Touch-Tone telephone first.
Procedure
Changing the System Administration Password
Click Below to:
Return to the Service Technician Options Menu Screen
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Changing the System Administration Password
To change the System Administration Password using the Terminal Interface, do the
following:
Step Programming Task
PC Input
1 From the System Manager Options
Menu screen, select Mailbox Report
2
Enter your new password
[nnnn]
[nnnn]
3 In response to the system prompt,
re-enter your new password
● If the two entries do not match,
the system prompts you to try
again. Repeat Steps 2-3.
4 Return to System Manager Options
screen
Click Below to:
Return to the System Manager Options Menu Screen
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Capturing a Report to a File or Printer Using Hyperterminal
If you are using the Windows Hyperterminal Terminal software, do the following to capture
report:
To capture a report to a file:
Step Procedure
1 .
2.
Click Transfer on the Hyperterminal menu.
On the Transfer menu, click Capture Text.
3.
Type the path and a name that describes the file the text will be saved in.
To send a report directly to a printer:
Step Procedure
1 . Click Transfer on the Hyperterminal menu.
2.
On the Transfer menu, click Capture to printer.
When you end the call, the session text is sent to your default printer.
Click Below to:
Return to the System Manager Options Menu Screen
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Setting Up Windows HyperTerminal for A Local Session
HyperTerminal is the standard terminal emulator and serial communications program provided with the
Windows operating system. The following procedure describes how to set up a HyperTerminal icon that you
can use anytime you want to start a local session.
Step
Procedure
1
2
3
Click the Start button
Point to Programs, point to Accessories and then click HyperTerminal
Double-click Hypertrm
HyperTerminal starts in the New Connection mode. For information
about how to use HyperTerminal, click the Help menu in
Note: HyperTerminal.
4
On the New Connection window, type a name that describes the connection (for example,
MERLIN Messaging), then click OK.
5
6
On the Connect To window Connect Using field, select the appropriate COM port
on your PC used to connect to the MERLIN Messaging System, then click OK.
On the COM Properties window, select the following values, then click OK.
● Bits per second: 9600
● Data bits: 8
● Parity: None
● Stop bits: 1
● Flow Control: Hardware
An icon with the name you selected in Step 4 is created. You can then double-click
this icon to start a local session with the paramaters you entered. After you start the
local session, the Login prompt is shown on your screen. Enter the appropriate login
and password to start the session.
Related Topics
Logging in to Terminal-Based Reporting, Maintenance and Administration
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Contents
Ongoing Maintenance and Administration
Getting Started
System Overview
Managing the MERLIN Messaging System
Terminal-Based Reporting, Maintenance and Administration
Performing a Power-On Procedure
MERLIN Messaging System User's Guide
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Upgrading MERLIN Messaging System Port Licensing
The information in this section is intended for qualified technicians
only. To prevent damage to the MERLIN Messaging System, you must
power down the communications system before installing or removing
the MERLIN Messaging System module. Do NOT perform a "hot
swap."
This section describes procedures for upgrading the MERLIN Messaging System Release 2
port licensing to any of the supported configurations; that is a 2-port, 4-port, 6-port, 8-port,
10-port, or 12-port configuration.
Port licensing can be upgraded without powering off the communications system. The
communications system remains powered on. The old PC Card is removed and new PC Card is
installed quickly. The MERLIN Messaging System restarts in the new configuration.
Performing a Port Licensing Upgrade
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Performing a Port Licensing Upgrade
Before performing an In-Service upgrade, you must:
1. Notify the customer that the MERLIN Messaging System will be unavailable for a short period.
2. Check the status of the voice messaging ports by using the Port Status LED indicators on the
MERLIN Messaging System module and wait for all ports to be green. This ensures that no calls
are in progress on the MERLIN Messaging System when the port licensing upgrade begins.
To perform the In-Service procedure:
Step Procedure
Comments
1
Remove the PC Card from the PCMCIA
The communications system can remain powered
slot in the MERLIN Messaging System and on.
quickly insert the new PC Card
The new PC Card should be installed in
the left-most PCMCIA slot.
Note:
To insert the PC Card, hold it with the Lucent
Technologies label facing to the right and slide it
gently into the PCMCIA slot.
When inserted properly, the PC Card
projects about 1-5/8" (4 cm) from the
Note: module. The edge of the module should be
approximately aligned with the letter "I" in
the word "MERLIN" on the label of the
PC Card.
2
3
The MERLIN Messaging System starts
The MERLIN Messaging System module port
LEDs blink green several times. When the
Messaging System is successfully restarted, the
LEDs corresponding to the number of ports in the
new configuration light steady green. All
information from the previous configuration is
restored.
Program the communications system
options, as applicable, for the new
MERLIN Messaging System voice ports
Programming Automatic Route Selection (ARS) Restriction
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Creating the Night Service Exclusion List
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Assigning Lines to the Voice Port Used for Outcalling
If Outcalling is used for the communications system operating in Key mode, you must assign one or more
outside lines to the MERLIN Messaging ports used for Outcalling (port 2 on a 2-port system, port 4 on a
4-port system or port 6 on a 6-port system). You must also set the lines to no ring to ensure proper operation.
To add an outside line to the extension used for Outcalling in Key mode:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
Sys Program
Exit/Back
[any key]
2
3
4
Select Extensions
Extensions
Select Lines/Trunks
Lines/Trunks
Enter the extension number you want [nnn]
to program
[nnn]
Enter
5
Add the Outcalling line assignments Press line button or console
by selecting each line button and
turning on the green
or
+
Function key
Message-Waiting Light
6
7
Press Exit when you have finished
adding the Outcalling lines to that
extension
Exit/Back
Return to
Exit/Back
Exit/Back
System Programming menu
Creating the Night Service Exclusion List
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Setting the Outcalling Lines to No Ring
This procedure is required only when the communication system is in the Key mode and is not needed in
the Hybrid/PBX mode. To ensure proper operation, the outside line assigned to the MERLIN Messaging
System voice port(s) that are used for Outcalling must be set to No Ring. This procedure is not necessary if
the communications system is operating in the Hybrid/PBX mode.
For MERLIN Messaging System Release 2 or later, the voice port(s) used for Outcalling are Port 2 on a
2-port system, Port 4 on a 4-port system, Ports 5 and 6 on a 6-port system, Ports 7 and 8 on an 8-port
system, Ports 9 and 10 on a 10-port system, or Ports 11 and 12 on a 12-port system. For Release 1 or 1.1,
the voice port used for Outcalling is Port 2 on a 2-port system, Port 4 on a 4-port sytem, or Port 6 on a
6-port system.
For MERLIN Messaging System Release 2 or later, the voice port(s) used for Outcalling are Port 2 on a
2-port system, Port 4 on a 4-port system, Ports 5 and 6 on a 6-Port system, Ports 7 and 8 on a 8-port system,
Ports 9 and 10 on a 10-port system, or Ports 11 and 12 on a 12-port system. For Release 1 or 1.1, the voice
port used for Outcalling is Port 2 on a 2-port system, Port 4 on a 4-port system, or Port 6 on a 6-port
system.
To Set the Outcalling Line to No Ring:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
2
3
Display next page of menu
/
Cntr-Prg
Select Centralized Telephone
Programming
Program Ext
4
5
Select Program Extension
Enter the extension you want to
program
[nnn]
[nnn]
Enter
Start
6
7
Start Centralized Telephone
Programming
Select the line/feature button
representing the Outcalling line
Press button on console
or
+
function key, then
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8
Select Ring Options for all lines
or
or
ListFeature
/
/
/
Ring Options
All Lines
Enter
No Ring
Enter
Sys Program
Exit/Back
Exit/Back
9
Return to System Programming
menu
Creating the Night Service Exclusion List
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Enabling Rotary Signaling
In order for the MERLIN Messaging System to be able to transfer calls, turn the Message-Waiting light On
and Off and perform Outcalling, all MERLIN Messaging voice ports must be programmed as rotary
enabled.
To enable rotary signaling:
Step Programming Task
Console Input/Selection
PC Input/Selection
1
Enter Programming mode
Sys Program
Exit/Start
[any key]
2
3
Select Extensions
Extensions
Display third page of menu
/
/
4
5
Select Rotary Enable
RotaryEnabl
Enter the extension number of the [nnn]
MERLIN Messaging System
voice port
[nnn]
Enter
6
7
Repeat Step 5 for all voice ports
Make sure all MERLIN
Messaging System voice ports are
rotary enabled.
Exit/Back
Exit/Back
8
Return to System Programming
menu
Creating the Night Service Exclusion List
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Creating a MERLIN Messaging System Calling Group
You must create a MERLIN Messaging System Calling Group and assign the group members (MERLIN
Messaging ports).
To create a Calling Group and assign Group Members:
Step Programming Task
Console Input Selection
PC Input Selection
1
Enter Programming mode
Sys Program
Exit/Start
[any key]
2
3
Select Extensions
Extensions
Display next menu page
/
4
5
6
Select Group Calling
Select Members
Grp Calling
Members
Enter the extension of the MERLIN
Messaging System Calling Group
[nnnn]
[nnnn]
[nnnn]
Enter
7
Messaging System Calling Group
[nnnn]
Enter
8
9
Repeat Step 7 for all active MERLIN
Messaging System voice ports
Confirm that all members are entered
in the correct order
10
11
12
Return to the Group Calling menu
Select Hunt Type
Exit/Back
Hunt Type
Enter the extension of the MERLIN
Messaging System Calling Group
[nnnn]
[nnnn]
Enter
13
Specify Linear Hunt Group
Linear
Enter/Back
14
Display next menu page
Select Group Type
/
15
16
Group Type
Enter the extension of the MERLIN
Messaging System Calling Group
[nnn]
[nnn]
Enter
17
Select Integrated VMI
Integ VMI
Enter
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18
Return to the System Programming
menu
Exit/Back
Exit/Back
Exit/Back
Creating the Night Service Exclusion List
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Changing Calling Restrictions to Allow Outcalling
If
Then
The Outcalling feature is not used
The communications system extensions assigned to MERLIN
Messaging System module voice ports should be Outward
Restricted.
The Outcalling feature is used
For Release 2 or later, Program the apppropriate ARS FRL for each
messaging port extension as follows:
● Port 2 only on a 2-port system
● Port 4 only on a 4-port system
● Ports 5 and 6 only on a 6-port system
● Ports 7 and 8 only on a 8-port system
● Ports 9 and 10 only on a 10-port system
● Ports 11 and 12 only on a 12-port system
For Release 1 and 1.1, ports to be unrestricted or toll restricted are:
● Port 2 only on a 2-port system
● Port 4 only on a 4-port system
● Port 6 only on a 6-port system
● The factory setting for all the MERLIN Messaging System extensions assigned to
the MERLIN Messaging System Calling Group VMI are Outward Restricted.
Note:
● Refer to your communications System Planning Form containing Call Restrictions
and Lists information to identify the Outward Restriction status of extensions at
your site.
To Change the Calling Restrictions to Allow Outcalling
Step To… Console Input/Selection
PC Input/Selection
1
Enter programming mode
[any key]
Sys Program
Exit/Start
Extensions
Restriction
2
3
4
Select Extensions
Select Restriction
Enter the extension number of the [nnn]
highest MERLIN Messaging
System port
[nnn]
Enter
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5
Select Unrestricted or Toll Restrict
as applicable
Unrestricted
or
Toll Restrict
Enter
6
7
Choose Enter
Exit/Back
Return to System Programming
menu
Creating the Night Service Exclusion List
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Programming Automatic Route Selection (ARS) Restriction
(For Hybrid/PBX mode only)
As an additional security step, network dialing for all extensions, including messaging port extensions, should be
processed through ARS using dial access code 9.
All ports on the communications system that are programmed as VMI ports must be:
● Assigned an FRL of 0
● Outward Restricted
● Assigned Disallowed List 7
This combination of restrictions is designed to prohibit all Outcalling.
To prevent toll fraud, ARS FRLs should be established, using:
● FRL 0 for restriction to internal dialing only
● FRL 2 for restriction to local network calling only
● FRL 3 for restriction to domestic long distance
● FRL 4 for international calling
Each extension should be assigned the appropriate FRL to match its calling requirements.
If
Then
A messaging port extension is not used for
Outcalling
It should be assigned to FRL 0 (the factory setting)
Outcalling will be used for the MERLIN
Messaging System
For Release 2 or later, Program the apppropriate ARS FRL for
each messaging port extension as follows:
● Port 2 only on a 2-port system
● Port 4 only on a 4-port system
● Ports 5 and 6 only on a 6-port system
● Ports 7 and 8 only on a 8-port system
● Ports 9 and 10 only on a 10-port system
● Ports 11 and 12 only on a 12-port system
For Release 1 and 1.1, ports to be unrestricted or toll restricted
are:
● Port 2 only on a 2-port system
● Port 4 only on a 4-port system
● Port 6 only on a 6-port system
Refer to your communications System Planning Form containing Call Restrictions and Lists
information to identify the appropriate FRLs for system ports and other restrictions.
Note:
To program the Automatic Route Selection Restriction:
Step To Console Input/Selection
PC Input/Selection
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1
Enter Programming mode
[any key]
Sys Program
Exit/Start
2
3
4
5
Select Extensions
Extensions
Display next page of menu
Select Restriction
/
ARS Restrict
Enter the extension number of the
MERLIN Messaging System port
used for Outcalling
[nnn]
[nnn]
Enter
6
7
Erase restriction level
or
+
or
Backspace
Enter restriction level (0-6)
[n]
[n]
Enter
Exit/Back
7
Return to System Programming menu
Creating the Night Service Exclusion List
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Creating the Night Service Exclusion List
The Exclusion List contains extensions that are exempt from Night Service password requirements.
If
Then
You want to allow Outcalling after hours
Messaging port used for Outcalling on the
Exclusion List
Refer to your communications System Planning Form containing Night Service,
Outward Restriction information to identify the MERLIN Messaging port used for
Note: Outcalling.
To Create the Night Service Exclusion List:
Step To Console Input/Selection
PC Input/Selection
1
Enter Programming mode
[any key]
Sys Program
Exit/Start
NightSrvce
ExcludeList
2
3
4
Select Night Service
Select Exclusion List
Assign the MERLIN Messaging
System port used for Outcalling to
the Exclusion List
[nnn]
[nnn]
Enter
Exit/Back
Exit/Back
5
Return to System Programming
menu
Programming Automatic Route Selection (ARS) Restriction
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Performing a Power-On Procedure
Before performing a Power-On procedure to increase the number of MERLIN Messaging System voice ports you must:
1. Notify the customer that the communications system will be powered off and will not be available for a short
period.
2. Be sure that no calls are active on the system.
Step Procedure
Comments
1
Power down the communications system.
2
Remove the PC Card from the PCMCIA slot in
the MERLIN Messaging System.
3
Insert the new PC Card.
The new PC Card should be installed in the left-most
PCMCIA slot.
Note:
To insert the PC Card, hold it with the Lucent Technologies
label facing to the right and slide it gently into the PCMCIA
slot.
When inserted properly, the PC Card projects about
1-5/8" (4 cm) from the module The edge of the
Note: module should be approximately aligned with the
letter "I" in the word "MERLIN" on the label of the
PC Card.
4
5
Power up the communications system.
The MERLIN Messaging System starts.
Be sure to power up the carrier containing the processor module
last.
The MERLIN Messaging System module port LEDs blink
green several times. When the Messaging System is
successfully restarted, the LEDs corresponding to the number of
ports in the new configuration light steady green. All
information from the previous configuration is restored.
6
Program the the communications system
options, as applicable, for the new MERLIN
Messaging System voice ports. Including:
● Add the new ports to the MERLIN
Messaging System Calling Group
● Set Rotary Enable
● Research calling restrictions to the
previous port(s) used for outcalling
● Unrestrict the new outcalling port
Creating the Night Service Exclusion List
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Getting Started
1: Choose an option:
Logging
In
If you are at an internal extension, go to Step 2.
If you are at an external telephone, call in on an Automated
Attendant Service line, then press
System Manager for further details.)
. (See your
2: Dial the MERLIN Messaging extension,
, to
access the Voice Mail system.
3: Choose an option:
If you are at your own extension, press
.
If you are at another telephone, enter your extension
number, then press
4: Enter your password, then press
.
.
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Getting Started
Once you have logged in, you can choose any of the
following options:
Options
Press... To...
Change your name or personal greeting.
Change your Personal Operator.
Change your password.
Change Call Answer mode.
Listen to messages.
Record and send messages.
Program Group Lists.
Program Outcalling (if Outcalling
permission is activated).
Details for the options listed above are located in this
User’s Guide.
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Personalizing Your Mailbox
1: Log in to Voice Mail.
Recording
2: Press
3: Press
to change your name recording or greeting.
to change your name recording.
Your
Name
4: Choose an option:
Press
Press
to listen to the current name.
to record your name.
5: Record your name, then press
.
6: Choose an option:
Press
Press
Press
to approve your name.
to play back your name.
to re-record your name.
You can have up to 6 different personal greetings (for Release
1 or 1.1, you can have up to 3 different personal greetings).
Activate the personal greeting you want a caller to hear.
Recording
or Deleting
a Personal
Greeting
1: Log in to Voice Mail.
2: Press to change your name recording or greeting.
3: Press
to change your greeting.
4: Enter the greeting number [1 6].
5: Choose an option:
If the system is set for Bilingual mode, press
to
record your greeting in the Primary Language, or press
to record your greeting in the Secondary Language.
Then go to Step 6.
If the system is set for Monolingual mode, go to Step 6.
6: Choose an option:
Press
Press
to listen to your greeting.
to record your greeting.
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continued...
Press
to delete your greeting.
Personalizing Your Mailbox
7: Record your greeting, then press
.
Recording
or Deleting
a Personal
Greeting
8: Choose an option:
Press to approve your greeting. (For Release 2 or
later, go to Step 6 of Activating a Personal Greeting.)
Press
Press
Press
to play back your greeting.
(continued)
to re-record your greeting.
to delete the greeting just recorded.
9: For Release 2 or later, do one of the following:
If greeting is not already active, go to Step 6 of
Activating a Personal Greeting.
If greeting is currently active, choose one of the
following:
Press
Press
to keep current activation setting.
to change, then go to Step 6 of
Activating a Personal Greeting.
Activate the personal greeting you want a caller to hear. For
Release 2 or later, you can activate up to 2 personal greetings.
For example, you can have 1 greeting for internal calls and 1
greeting for external calls.
Activating
a Personal
Greeting
1: Log in to Voice Mail.
2: Press to change your name or greeting.
3: Press to change your greeting.
4: Press to activate a greeting.
5: Choose an option:
Enter the number of the greeting you want to activate.
Press
to activate the system default greeting.
6: Choose an option (Release 2 or later):
Press
Press
Press
Press
to use this greeting for all calls.
to use this greeting for internal calls only.
to use this greeting for external calls only.
if finished.
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Personalizing Your Mailbox
Your Personal Operator is the person whom you want to handle
your calls when the caller needs immediate assistance and you are
not available. In your greeting, be sure to mention that callers can
Changing
Your
Personal
Operator
press
to reach your Personal Operator or the System Operator.
1: Log in to Voice Mail.
2: Press
to change your Personal Operator.
3: Choose an option:
Enter your Personal Operator’s extension, then press
Press
.
to delete your Personal Operator.
1: Log in to Voice Mail.
Changing
Your
Password
2: Press
to change your password.
3: Enter the new password, then press
4: Re-enter the new password, then press
.
.
Call Answer mode determines whether or not the system allows
callers to leave a message after listening to your personal greeting.
Choosing
Call
Answer
Mode
1: Log in to Voice Mail.
2: Press
to change Call Answer mode.
3: Choose an option:
Press
Press
for Record mode.
for Answer-Only mode.
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Your Messages
In Release 2 or later, you can assign Priority, Private, and/or Return
About
Message
Categories
Receipt categories to your messages. New Priority messages are
heard first when listening to new messages. Private messages can
not be forwarded. Return Receipt messages notify you when the
message is listened to by the recipient. You can assign one, two, or
all three categories to a message.
1: Log in to Voice Mail.
Listening
to
Messages
2: Press
to get messages.
3: Choose an option:
Press
Press
to listen to the message body.
to skip the message. (The message will
remain as "new" until you listen to the body.)
4: After the message plays, choose an option:
Press
Press
Press
Press
Press
to delete the message.
to save (skip) the message.
to replay the message.
to replay the header only.
to respond to the message (see next section).
1: After the recorded message plays, press
respond to the recorded message.
2: Choose an option:
to
Responding
to a Message
Press
to reply to the sender. (In order to reply, the
sender must have a mailbox in the system.)
Press
Press
to forward the recorded message.
to return the call to an internal sender. (Release
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2 or later.)
continued...
Your Messages
Responding 3: Record your message, then press
again.
to a Message 4: Choose an option:
Press
Press
Press
Press
to approve.
to play back your comments.
to re-record your comments.
(continued)
to cancel replying or forwarding.
5: Do one of the following:
For Release 2 or later, if replying, go to Step 6.
For Release 1 or 1.1, return to Step 4 of Listening
to Messages.
If forwarding, do one of the following:
Enter the extension of an individual, then press
.
Press
and a Group List number, then . Use
2 or later, you can also use System Group Lists 50 59.
Press
Press
to use the directory. (SeeUsing the Directory.)
to delete the last entry.
6: Press
when finished addressing.
7: For Release 2 or later, choose an option:
Press
Press
Press
Press
Press
to make this a private message.
to make this a priority message.
to request a return receipt.
to cancel the category.
to send the recorded message.
8: Return to Step 4 of Listening to Messages.
1: Log in to Voice Mail.
Sending
a Message
2: Press
to record a message.
3: Press
when finished recording.
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Your Messages
4: Choose an option:
Sending
Press
Press
Press
Press
to approve the recorded message. (Go to Step 5.)
to play back the recorded message.
a Message
(continued)
to re-record the recorded message.
to delete the recorded message and return
to the Voice Mail activity menu.
5: Choose an option:
Enter the extension of an individual, then press
.
Press
and a Group List number, then . Use
Personal Group Lists 1 10 for all releases. For Release
2 or later, you can also use System Group Lists 50 59.
Press
to use the directory. (See Using the
Directory.)
Press
to delete the last entry.
6: Press
when finished addressing.
7: For Release 2 or later, choose an option:
Press
Press
Press
Press
Press
to make this a private message.
to make this a priority message.
to request a return receipt.
to cancel the category.
to send the recorded message.
You can use the Directory instead of entering an extension while
sending or forwarding a message, or transferring to a user’s
extension. Ask your System Manager if users are listed by first
or last name.
Using the
Directory
1: Press
to access the directory.
2: For Release 2 or later, enter up to the first ten letters
of the name. For Release 1 or 1.1, enter up to the first
four letters of the name.
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Using Personal Group Lists
Your Personal Group Lists are sets of up to 50 mailboxes
within the system that allow you to address a message to a
group of mailboxes. You can have up to 10 Group Lists.
Creating
Personal
Group
1: Log in to Voice Mail.
Lists
2: Press
3: Press
to select Group Lists.
to create a list.
4: Enter the Group List number [1 10], then press
.
5: Choose an option:
.
Press
to use the directory. (See Using the
Directory.)
Press
to delete the last entry.
6: Press
when finished.
1: Log in to Voice Mail.
Reviewing
or
2: Press
3: Press
to select Group Lists.
to review or modify Group Lists.
Modifying
Personal
Group
Lists
4: Choose an option:
Press
Press
Press
to review or modify the list. (Go to Step 5).
to delete the list.
to skip to the next list.
5: Choose an option:
Press
Press
Press
to skip the extension.
to delete the extension.
Enter the extension of the mailbox, then press
.
Press
to use the directory (see Using the Directory).
6: Press
when finished.
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Using Personal Group Lists
Use this page to keep track of your Personal Group Lists and their members.
Group List
Number
Members (Name and/or Extension)
1
2
3
4
5
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Using Personal Group Lists
Use this page to keep track of your Personal Group Lists and their members.
Group List
Number
Members (Name and/or Extension)
6
7
8
9
10
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Using Outcalling
If you turn on Outcalling, MERLIN Messaging calls
About
Outcalling
the numbers which you have programmed to signal that a new
message has arrived in your mailbox. In Release 2 or later,
you can have Outcalling for all calls or just priority calls.
Check with your System Manager to see if you have Outcalling
privileges.
Outcalling continues until one of the following happens:
During the Outcalling message call, you press
to
cancel Outcalling until a new message arrives for you.
You log in to your mailbox and listen to the message.
The interval specified in your Outcalling schedule expires.
MERLIN Messaging has called all numbers in your Outcalling
list the number of times specified by the Cycles option.
1: Log in to Voice Mail.
Turning
Outcalling
On or Off
2: Press
to select Outcalling.
3: For Release 2 or later, press
then choose an option:
Press
Press
Press
Press
to turn Outcalling On for all messages.
to turn Outcalling On for priority messages only.
to turn Outcalling Off.
to return to the Outcalling menu.
For Release 1 or 1.1, press
and off.
to toggle Outcalling on
1: Log in to Voice Mail.
Setting
2: Press
to select Outcalling.
Your
3: Press
to change your list of Outcalling Numbers.
Outcalling
Numbers
4: Choose the entry number [1 5].
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continued...
Using Outcalling
5: Choose an option:
Press to change or add an Outcalling Number.
(Go to Step 6.)
Setting
Your
Outcalling
Numbers
(continued)
Press
Press
to delete the Outcalling Number.
to keep the Outcalling Number and return to
the Outcalling menu.
6: Choose an option:
Press
Press
Press
to enter a telephone Outcalling Number.
to enter a pager Outcalling Number.
to return to the Outcalling menu without
making a change.
7: Enter the Outcalling Number and wait 5 seconds for
the system confirmation.
8: Choose an option:
When prompted, press
. Listen to the Outcalling
entry information and go to Step 9.
Press
to enter more digits, then repeat Step 7.
9: Choose an option:
Press
Press
to confirm your entry. Then press
to cancel your entry.
if finished.
You may enter any combination of up to 60 digits
Guidelines
including
,
(for a 1.5-second pause), and
in an
Outcalling Number. The Outcalling Number can consist of:
to access an outside line (this is required to reach
an external number).
The telephone number and/or paging system numbers
(including area codes, if necessary).
Your paging system personal identification number (PIN),
if any.
Your paging system callback number.
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continued...
Using Outcalling
EXAMPLE:
Guidelines
Your Outcalling Number is a paging system (555-1234). To
place the call, the Voice Mail system must access an outside
line, dial the number, wait several seconds for the paging
(continued)
system to answer, enter your PIN followed by
Callback number followed by
, and a
.
The Outcalling Number you would enter is:
To enter this Outcalling Number, you must dial:
(where
represents a pause) to allow the voice
mail system time to access an outside line.
to reach your paging system.
to allow several seconds for the paging
system to answer.
followed by
as your PIN.
followed by
as your callback number.
1: Log in to Voice Mail.
Reviewing
Your
Outcalling
Numbers
2: Press
to select Outcalling.
to review your Outcalling Numbers.
3: Press
Your Outcalling Cycles setting determines the number of times
the system will call your list of Outcalling Numbers. The default
setting is 3 times. It is suggested that you use at least 2 cycles.
Setting
Your
Outcalling
Cycles
1: Log in to Voice Mail.
2: Press
to select Outcalling.
3: Press
to change your Outcalling Cycles.
4: Choose an option:
Enter the number of times [1 9] your Outcalling List
should be called, then press
.
Press
to keep the current setting and return to the
Outcalling Menu.
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Using Outcalling
Your Outcalling Interval is the amount of time (in minutes)
between each Outcalling Cycle. The system default is 15 minutes.
Setting
Your
Outcalling
Interval
1: Log in to Voice Mail.
2: Press
to select Outcalling.
3: Press
to change your Outcalling interval.
4: Choose an option:
Enter the number of minutes [5 99] for the Outcalling
interval, then press
Press
.
to keep the current setting and return to
the Outcalling menu.
You can set the time period during which the system will
perform Outcalling for your mailbox. The default schedule is
set to perform Outcalling around the clock.
Setting
Your
Outcalling
Schedule
1: Log in to Voice Mail.
2: Press
to select Outcalling.
3: Press
to change your Outcalling Schedule.
4: Choose an option:
Press
Press
to change starting time and/or ending time.
to keep the current schedule and return to
the Outcalling menu.
5: Enter the starting time in the form hhmm
(hh=hour, mm=minute), or, to keep the current time,
press . Repeat this Step to set the ending time.
6: Choose an option:
Press
to approve your new schedule and return to
the Outcalling menu.
Press to re-enter. (Return to Step 5).
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NOTES
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Lu cent Te chnologies
Bell Labs Innovations
To order additional
®
MERLIN Messaging User’s Guides,
please call 800-457-1235
and reference document
number 585-323-203.
Copyright 1999
Lucent Technologies
All Rights Reserved
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Glossary
| A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V| W | X | Y | Z |
A
Answer-Only Mode
MERLIN Messaging System mailbox users can set the Answer Mode for their mailboxes. If the
Answer Mode is set to Answer-Only Mode, callers reaching that mailbox will hear the user's
mailbox greeting but will not be offered an opportunity to leave a message.
Automated Attendant
An Automated Attendant automatically answers incoming calls and routes them to an
extension or mailbox or plays a submenu or an announcement, based on the Touch-Tone
input from the caller. Up to four Automated Attendants can be programmed.
Automated Attendant Announcement
A voice announcement that is pre-recorded by the System Manager and is played to callers
who select it from an Automated Attendant Service Main menu or submenu. An Automated
Attendant Announcement is most commonly used to provide frequently requested
information such as travel directions or business hours. Up to 99 Announcements can be
recorded and used.
Automated Attendant Extension
An extension that is associated with an Automated Attendant. Calls to an Automated
Attendant extension that are not answered by the user and are subsequently sent to the
MERLIN Messaging System for coverage receive Automated Attendant Service.
Automated Attendant Main menu
The first menu that callers hear when a MERLIN Messaging System Automated Attendant
answers a call. The Main menu plays a list of options to the caller. The caller selects an
option by entering the corresponding Selector Code (a numbered choice, i.e., 1–9) from the
Automated Attendant Main menu. Based on a predefined association between Main menu
options and Selector Codes, the Automated Attendant will route the call to a specific
extension, mailbox, Submenu or Announcement or will disconnect the call. The System
Selector Code.
Automated Attendant Main menu Prompt
The voice prompt that is played to callers whose calls are answered by a MERLIN
Messaging System Automated Attendant. The Main menu prompt typically greets the caller
with the business name and offers a list of options from which the caller can choose, such
as, transferring to an extension or hearing an informational announcement.
Automated Attendant Service
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See Automated Attendant.
Automated Attendant Submenu
A lower-level menu selected from an Automated Attendant Main menu or from another
Submenu. Submenus present additional options from which a caller can select by entering
the corresponding Selector Code. Based on predefined associations between Selector Codes
and Selector Code Actions, the Automated Attendant routes the call to an extension,
mailbox, Submenu or Announcement.
B
Bilingual Mode
A MERLIN Messaging System operational mode administered by the System Manager that allows
callers to select one of two languages in which system prompts, menus and announcements are
played. If a system is set for Bilingual operation, the System Manager specifies the Primary
Spanish and Canadian French. See also Primary Language and Secondary Language.
C
Call Answer Modes
The MERLIN Messaging System feature that enables a user to determine whether or not
callers can leave messages in the user's mailbox. If the user selects "Answer-Only Mode,"
callers will hear a greeting but will not be able to leave a message. The callers can, however,
transfer to another extension. If the user selects "Record-Mode," callers will hear a greeting
and be prompted to leave a message after a tone is heard. Callers can then leave a message
and/or transfer to another extension.
Call Answer Service
The MERLIN Messaging System feature that allows callers to leave a message in a user's
mailbox or to transfer to another extension when the user has not answered the call.
Call Answer Service Operator
The person to whom calls are transferred when:
❍ In Automated Attendant Service, the Automated Attendant Dial 0/Timeout Action is set to
'Transfer to the Call Answer Service Operator and a caller presses 0 or does not make a
selection from an Automated Attendant Service Main menu or Submenu.
❍ In Call Answer Service, if the user has not programmed a Personal Operator a call is
transferred to the Call Answer Service Operator, when a caller presses 0.
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❍ In any service, either when the caller initiates a transfer by pressing *8 followed by 0, or
when a caller using Directory Service to transfer a call presses 0.
Calling Group
and Coverage Group.
CNG
In the data communications environment, a fax calling tone that indicates that a fax machine is
ready to transmit.
Coverage
This communications system feature, programmed by the System Manager, designates an alternate
answering position when the extension called is busy or does not answer.
Coverage Delay Interval
The number of times a call will ring at an extension before it is sent to its assigned Group
Coverage, if the extension does not have Personal Coverage. If any Personal Coverage (Primary or
Secondary) is available, the Delay Ring Interval is added to this ring delay for a total Ring Delay
value.
Coverage Group
A group of extensions that is programmed to be covered by the same Group Coverage receiver(s).
Individual extensions or a Calling Group (such as the MERLIN Messaging System Calling Group)
can be a Group Coverage receiver.
D
Delay Ring
A communications system ringing option that provides a delay before the telephone rings. The
delay is 2 rings for outside line, SA and ICOM buttons. The delay is determined by the
programmed Delay Ring Interval (1-6 rings) on Cover buttons.
Delayed Call Handling
Call Handling mode in which the communications system's system operator or other
communications system extensions are the principal handlers for incoming (external) calls.
Dial Plan
The extension assignments for all equipment (voice or data) connected to the communications
system. Also called Numbering Plan.
Dial 0/Timeout Action
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Automated Attendant feature that determines how a call is processed when the caller dials 0
(zero), does not make a selection from an Automated Attendant Main menu or Submenu or
when the caller dials 0 from an Automated Attendant Announcement. The Dial 0/Timeout
Action can be set to disconnect the call or to transfer the call to the system operator, to the
General Mailbox, to an extension or to a mailbox. The MERLIN Messaging System
Manager programs the Dial 0/Timeout Action separately for each Automated Attendant's
Day Service operation and for each Automated Attendant's Night operation.
Direct-Line Console (DLC)
Telephone used by a system operator to answer outside calls (not directed to an individual or
a group) and inside calls, to transfer calls, to make outside calls for users with outward
calling restrictions, to set up conference calls and to monitor system operation.
Directory
Users are listed in the Directory by either their last name or their first name. Callers and users can
use the Directory to reach a user whose extension they do not know. In addition, users can use the
Directory to address messages to other users.
DOSSPM
A DOS-based System Programming and Maintenance tool used to program and maintain the
communications system.
E
Exclusion List
When the communications system Night Service with Outward Restriction feature is used
and the Night Service is activated, the users on the Exclusion List can make external calls
without entering a password. If a password has been programmed, when Night Service is
activated, users who are not on the Exclusion list must enter a password to make external
calls.
Extension
Number that identifies a phone or other voice or data equipment connected to the communications
system.
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F
Factory Settings
The settings that are in effect when the communications system or the MERLIN Messaging
System is shipped. Sometimes these settings are referred to as default settings.
Fax Message-Waiting Receiver
extension or fax Calling Group. See also Message-Waiting Receiver.
Fax Tone
See CNG.
G
General Mailbox
A mailbox where callers can leave messages if an Automated Attendant's Dial 0/Timeout
Action is set to "Transfer to the General Mailbox." There is one General Mailbox for each
Automated Attendant. See also General Mailbox Owner.
General Mailbox Owner
The individual responsible for forwarding messages from a General Mailbox to the appropriate
user. The Message-Waiting indicator on the General Mailbox owner’s telephonephone lights
whenever a message is placed in the General Mailbox.
Greeting
Voice Mail Greeting.
Group Calling
A communications system feature that directs calls to a group of people assigned to handle the
external callers to reach the group. See also Calling Group.
Group Coverage
Extensions that are grouped together so that they get coverage by the designated Group Coverage
Receiver(s). The MERLIN Messaging System can be designated as a coverage receiver for one or
more coverage groups. Each user can create up to ten Personal Group Lists which they can use
when addressing and sending voice messages. Each list can have up to 50 mailbox extensions in it.
Guest Mailbox
A mailbox assigned to visitors, guests or employees who need to receive messages, but do not
have a telephone assigned to them. Callers using any of the MERLIN Messaging System services
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can leave messages in a guest mailbox, however, the system operator cannot transfer calls to a
guest mailbox unless the System Manager sets up a phantom extension for the user.
H
Hunt Pattern
The search pattern used by the Group Calling feature to find the next available extension for
answering a call. The MERLIN Messaging System Calling Group should be administered for a
linear hunt pattern. If this search pattern is specified, the first member is selected. If the first port is
not available, the next port is selected. The search continues in a linear hunt pattern.
I
Immediate Call Handling
Call Handling mode in which the MERLIN Messaging System Automated Attendant serves as the
primary call handler for incoming (external) calls. The communications system operator serves as
backup for the Automated Attendant.
K
Key Mode
One of three modes of system operation, in which the system uses personal lines on line buttons
for outside calls with a separate interface (ICOM buttons) for inside calling.
L
Light Emitting Diode (LED)
A semiconductor device that produces light when voltage is applied; such as the lights on
the telephone, on the communications system processor module and on the MERLIN
Messaging System module.
Line Assignments
A MERLIN Messaging System feature used to assign the lines to specific Automated
Attendants for Call Handling when Multiple Automated Attendants are used. Lines that are
not specifically assigned to Automated Attendant 2, Automated Attendant 3 or Automated
Attendant 4 are handled by Automated Attendant 1.
M
Mailbox
Storage space assigned to a MERLIN Messaging System user in which messages can be left for
the user.
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Message-Waiting Receiver
Group. See also Fax Message-Waiting Receiver.
Monolingual Mode
MERLIN Messaging System operation in which a single language is used for system prompts,
menus and announcements. The available languages are U.S. English, Canadian French and Latin
American Spanish. Contrast with Bilingual Mode.
N
Night Service
The communications system feature that causes calls to ring at specially assigned stations in
addition to those stations where calls would normally ring. Night Service is usually activated after
normal business hours. If the MERLIN Messaging System's Schedule Controller is set to 'Follow
the Switch Mode" or is set to "Follow Both the Switch Mode and the Weekly Business Schedule,"
when the communications system goes into Night Service, the Automated Attendant will also go
into Night Service mode; when the communications system is taken out of Night Service, the
Automated Attendant will go into Day Service mode.
Numbering Plan
See Dial Plan.
O
Outcalling
A MERLIN Messaging System feature that calls up to five outside or inside telephone
numbers or pager/beepers to inform a user when a new message has arrived in the user's
mailbox. Users administer their own Outcalling number list, their Outcalling schedule, the
number of cycles the Outcalling list is dialed and the minimum number of minutes that the
system should wait between Outcalling attempts. Users also can turn Outcalling On or Off
as required. This feature is only available if the System Manager has assigned Outcalling
privileges to the user's voice mailbox .
Outcalling Cycles
The number of times the system dials the designated Outcalling numbers in the Outcalling list
when Outcalling is On and a message has been deposited in a user’s mailbox.
Outcalling List
The programmed telephone numbers that the system dials when Outcalling is on and a
message is deposited in a user's mailbox. In an Outcalling list there can be up to five
telephone or telephone/pagerr numbers (with up to 60 digits each).
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Outcalling Schedule
The time period during which Outcalling will be attempted, if Outcalling is On and a message is
deposited in a user's mailbox.
Overflow Coverage
The method of designating a secondary Calling Group or the Queued Call Console (Hybrid/PBX
Coverage Threshold.
Overflow Coverage Threshold
sent to another Calling Group by the Overflow Coverage feature. See also Overflow Coverage.
P
PC Card
The MERLIN Messaging System's 2-Port, 4-Port and 6-Port Cards are PC Cards that plug
into the left-most PCMCIA slot on the MERLIN Messaging System module. They provide
the following features: port licensing, media for backup of the MERLIN Messaging System
and a Remote Maintenance Device that is used to gain access to the diagnostic features of
the MERLIN Messaging System.
Personal Computer Memory Card International Association (PCMCIA)
A storage medium similar to a computer's floppy disk. The MERLIN Messaging System
2-Port, 4-Port and 6-Port PC Cards are PCMCIA Cards that contain port licensing
information, a Remote Maintenance Device and storage media for the system's backup
feature.
Personal Greeting
A greeting recorded by a user that callers hear when they are transferred to a user’s mailbox. A
user can record up to three Personal Greetings.
Personal Group Lists
A list, created by a MERLIN Messaging System user, that can contain up to 50 entries. Each
entry is the extension number of a MERLIN Messaging System user. Personal Group Lists
can be a timesaving feature when addressing messages. The user simply enters the number
(1–10) of the pre-created list that contains the extensions of the desired addressees, instead
of entering the extensions one at a time.
Personal Operator
An extension or mailbox that receives calls if a caller dials 0 when the caller reaches the user’s
voice mailbox. Each user can program a Personal Operator.
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Primary Language
The default language used for playing system prompts, menus and announcements to callers
when the MERLIN Messaging System is in Bilingual mode. Contrast with Secondary
Language.
Q
Queued Call Console
Telephone that can be used by a system operator only if the communications system is in
Hybrid/PBX mode. It is used to answer outside calls (directed to a system operator
position), to answer inside calls, to direct inside and outside calls to an extension or to an
outside telephone number, to serve as a message center, to make outside calls for users with
outward calling restrictions, to set up conference calls and to monitor system operation.
R
Record Mode
One of the two Call Answer Modes available for MERLIN Messaging System mailboxes.
Users program the Call Answer Mode for their mailboxes. When Record Mode is
programmed, callers can leave messages in a user's mailbox. Contrast with Answer-Only
Mode.
Remote Maintenance Device (RMD)
A component of the MERLIN Messaging System used to remotely access terminal-based features
such as system diagnostic information. The System Manager can access the system through the
RMD to capture a Configuration report to a file on a remote PC.
Return Time Interval
See Transfer Return Interval
S
Schedule Controller
Determines whether the communication system's Day/Night Service mode, the MERLIN
Messaging System Weekly Business Schedule or a combination of both control the Day and
Night service operation of an Automated Attendant. Each Automated Attendant has its own
Schedule Controller.
Secondary Language
The alternate language in which callers can choose to play system prompts, menus and
announcements when the MERLIN Messaging System is in Bilingual mode. Contrast with
Primary Language.
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Security
Measures taken against the possibility of Toll Fraud. Look for Security Alerts throughout this
Online Guide for information about protecting your system.
Selector Code
A one-digit number (1–9) representing a menu option that callers select from a Main menu or a
Submenu in order to transfer to an extension or mailbox or to play a Submenu or play an
announcement. Selector Codes can also be programmed for direct dialing of individual extension
numbers. See also Selector Code Action.
Selector Code Action
A one-digit number (1-9) representing a menu option that callers select from a Main menu
or a Submenu in order to transfer to an extension or mailbox or to play a Submenu or
announcement. Selector Codes can also be programmed for direct dialing of individual
extension numbers. See Selector Code.
Submenu Prompt
The list of options that play after callers select a Submenu from a Main menu or from another
Submenu. The Submenu prompt offers the list of options available on the Submenu and announces
the Selector Codes for callers to dial to reach the extension, mailbox, Submenu or announcement
they want.
System Administration Password
A password used to access the menus needed to administer the system.
System Language
Secondary Language.
System Manager
The person who updates and changes the MERLIN Messaging System to meet the company’s
requirements.
System Parameters
The MERLIN Messaging System parameters are a set of options that can be programmed by
the System Manger, such as System Language Mode, System Date and Time, Call Answer
Service Operator, etc.
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T
Temporary Closure Greeting
A MERLIN Messaging System feature that enables the System Manager to record and schedule a
special greeting to be played before the Automated Attendant's Main menu prompt. This feature is
used in conjunction with the Temporary Schedule feature. A Temporary Closure Greeting is used
when a company closes for a holiday, for an emergency or because of inclement weather.
Temporary Schedule
The MERLIN Messaging System Manager can set up a Temporary Schedule to override the
regular Day/Night operation of an Automated Attendant.
Tip/Ring (T/R)
Contacts and associated conductors of a single-line telephone.
Toll Fraud
The unauthorized use of your communications system by third parties to make long distance
telephone calls. Under the law, you, the customer, are responsible for paying part or all of those
unauthorized calls.
Touch-Tone Duration
The length (specified in milliseconds) of the Touch-Tone codes sent from the
communications system to the MERLIN Messaging System.
Touch-Tone Interval
The interval (specified in milliseconds) between Touch-Tone codes sent from the communications
system to the MERLIN Messaging System.
Touch-Tone Receivers
Devices used to decode DTMF (dual-tone multifrequency) Touch-Tones. Touch-Tone
Receivers are included in some communications system modules. The MERLIN Messaging
System module has two Touch-Tone Receivers.
Transfer Redirect Extension
The extension number to which transferred calls are redirected if the calls have not been answered
or the extensions are busy and they do not have coverage. The default extension is the first
operator's extension. This extension can also be a Queued Call Console (QCC), another extension
or the extension of the MERLIN Messaging System Calling Group. The Transfer Redirect
extension is programmed by the System Manager of the communications system.
Transfer Restrictions
Prevents users and callers from committing toll fraud by transferring to an outside line or outside
operator who could place a call for them.
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Transfer Return Interval
The number of times a transferred call will ring at the transfer destination before it returns to
the transfer originator. See also VMS Transfer Return Interval.
Transfer-Only Extension
An extension that has no message storage space allotted to it on the MERLIN Messaging System.
It is used in conjunction with the MERLIN Messaging Transfer Restrictions feature to allow
callers to transfer from the MERLIN Messaging System to extensions that do not need mailboxes.
U
V
VMS Transfer Return Interval
The number of times a call, transferred by the MERLIN Messaging System to an extension
also Transfer Redirect Extension.
Voice Mail Greeting
The greeting that plays to users who call the MERLIN Messaging System Voice Mail
Service. The greeting prompts the users to log into their mailbox.
Voice Mail Service
A MERLIN Messaging System service that allows a user to send messages to other users,
retrieve messages, record up to three Personal Greetings, create a mailbox password,
program a Personal Operator, set the mailbox's Call Answer Mode and, if the mailbox has
outcalling permission, program Outcalling options.
W
Weekly Business Schedule
A MERLIN Messaging System feature that enables the System Manager to set a schedule
that will determine when the Automated Attendant's Day or Night Menus play.
WinSPM
A Windows-based System Programming and Maintenance tool used to program and
maintain the communications system.
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Help
Navigation
You can move from one topic to another in the Online Guide by activating topic-associated
hypertext links. This can be done in any of the following ways:
● From a topic listed in the Contents Panel on the left side of the screen.
● From the Technology Bar at the bottom of the screen.
● From within the topic text.
The Technology Bar
The Technology Bar located at the lower right hand corner of the screen contains a number of
icons. Each icon is responsible for a different navigational action.
Icon
Action
Redisplays the Main menu options in the Contents Panel
Links to the previous topic in the sequence
Takes you to the top of the window
Links to the next topic in the sequence
The Button Bar
The Button Bar is displayed in a non-scrolling panel across the top of the screen. It provides
access to additional online features and capabilities. To view a feature or access a capability, click
the associated button. Note that in the case of features displayed in pop-up windows (for example,
the Glossary), you must close the window before you are able to proceed.
Button
Action
Redisplays the Main menu
options in the Contents Panel
Allows you to search for
information by entering a key
word
Links you to the MERLIN
Messaging Glossary
Provides access to the online
help feature
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Displays a table containing
Touch-Tones and rules which
are valid for all menus
Programming Conventions
The procedures for programming the MERLIN Messaging System in this Online Guide use
several conventions to indicate what the steps involve. The conventions are described in the
following table:
Typeface Sample
Meaning
To select this option, press this imprinted button on the
console
GrpCalling
To select this menu option, use the corresponding unlabeled
display button
[nnn]
Enter the variable information in brackets
Press this key on the PC
Press this function key on the PC
+
On the PC, hold down the first key and press the second key
Continuation of procedures
Click here to return to previous topic.
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