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Document #: 555-640-136 Comcode 107 713 760 Issue 1, March 1996 MERLIN LEGEND ® Communications System Releases 3.1 and 4.0 MLX Queued Call Console Operator’ s Guide Your Queued Call Console ..........................................................
Security Alert Your Responsibility for Your System’s Security Toll fraud, the unauthorized use of your telecommunications system by an unauthorized party (for example, persons other than your compan.
1 Y our Queued Call Console Drop Press Drop and a line button to disconnect a person from a conference call (see p. 11). More The > appears on the screen when more information exists. Press More to advance through additional menus when necessary or to display more information about an incoming or active call.
44 08 09 30 31 32 33 34 35 36 39 38 37 40 41 42 43 46 20 21 22 23 24 25 26 29 28 27 10 11 12 13 14 15 16 19 18 17 00 01 02 03 04 06 07 05 45 47 49 48 Understanding Y our DSS 2 Message Status Button When Message Status is on, the red lights next to the DSS buttons turn on for extensions with messages from system operators.
3 Call and Fixed-Feature Buttons The Call and fixed-feature buttons are factory-set and labeled for specific functions, as shown in the following illustration and described below.
4 Fixed-Feature Buttons. Buttons for special operator functions and basic call handling: Start begins directing the call and puts the caller on hold at Source (see p. 11). Source reconnects you with the caller after you’ve begun directing a call (see p.
5 Tones Tone Meaning Dial tone (steady) You can make a call. Busy (slow repeating tone) The phone you are calling is busy. Fast busy (fast repeating tone) No lines are available. Error (alternating high-low tones) You dialed a number or used a feature incorrectly.
6 Handling Console Basics If you want to ... Then Send outside calls to another telephone or calling See Night Service , p. 22. group after normal business hours. Enter an account code before or during a call. See Account Codes , p. 19. Use your console as an alarm clock.
7 Answering and Directing Calls If you want to ... Then Answer a co-worker’s ringing telephone from your See Pickup , p. 23. console or pick up a call on hold at a co-worker’s telephone. Interrupt a co-worker’s call in an emergency or if See Barge-In , p.
8 Feature Finder Making Calls If you want to ... Then Make a voice-announce call.* See Making Calls , p. 10. Enter account codes when making an outside call. See Account Codes , p. 19. Make an outside call from another extension, using See Authorization Codes , p.
9 1 2 3 DEF 4 5 6 MNO 7 8 9 WXYZ 0 # ABC JKL TUV Oper GHI PQRS Message Mute Speaker HFAI Feature Volume Drop Hold Conf Transfer MLX-20L Home Menu More Inspct Headsets Headsets for the MLX Queued Call Console allow one-touch operation, hands-free. Headsets consist of a headpiece and modular base unit.
10 - Call Delivery - Outside calls designated to ring at a QCC are sent to a single common QCC queue, where they wait to be sent to the first available QCC operator. When a QCC operator is available to receive a call, the system removes a call from the queue and sends it to an idle Call button.
11 - Conference - Use this feature to connect yourself, up to two other inside extensions, and up to two outside participants. All calls are joined on a single Call button. You can only drop yourself or the most recently added participant from the conference call.
12 - Returning Calls - Some of the calls you receive are returning calls. These are calls you or another operator directed to co-workers. If the co-worker you directed the call to is unavailable (away from the telephone or on another call, for example), the call may return to you for further handling, depending on how your system is set up.
13 Messaging Your phone system has the following features that allow you to leave messages for others in your office. • Leave Message. If you cannot reach a co-worker, you can use the Leave Message feature to let a co-worker with a display telephone know that you called, along with the date and time of your call.
14 Messaging - Send / Remove Message - Press the Send/Remove Message button on your console to turn the Message light on or off for any telephone in your system.
15 - Receiving Messages - When your Message light is on, you have a message from a co-worker. Messages are identified by the name or extension of the caller, along with the time and date the person called. Depending on how your system is set up, you may also have a voice mail message or a fax.
16 Messaging - Leaving Messages - If you cannot reach a co-worker, you can take a message from a caller and use the Leave Message feature to leave a message for the co-worker if the co-worker has a display telephone. To use Leave Message, you must be on the call and listening to ringing or a busy signal.
17 - Extension & System Directory - Check with your system manager to find out whether these directories have been programmed. The System Directory dials outside numbers that people in your company call often. The Extension Directory dials inside numbers.
18 Using Features There are two ways to select features: • Select the feature from the display. a) Press the Home or Menu button to display the Home or Menu screen or press the Feature button to display the Feature screen. b) Press the unlabeled display button next to the feature abbreviation.
19 - Alarm Clock & Timer - Alarm Clock causes your phone to beep at a certain time; you can set only one alarm. Until canceled, the display shows a bell reminding you that the alarm is on.
20 - Barge-In - If a co-worker is on the phone or using Do Not Disturb, use Barge-In to reach that person in an emergency or if you have special instructions to interrupt. When the extension is busy, you hear a tone and Barge-In connects you to the call; if your co-worker is using Do Not Disturb, his or her telephone rings.
21 - Follow Me - You can use the Follow Me feature when a co-worker is meeting with you or working at your desk, or to answer incoming calls to your co-worker's extension while he or she is away.
22 - Park - To use Park, you must have a DSS with extension numbers (881–888 range) programmed for park zones. Park allows you to hold a call when the recipient can’t be located. Use Park with Pickup (p. 23) and Paging features so that you can locate a co-worker who needs to take a call or pick up a parked call.
23 - Pickup - Use Pickup to pick up a call: • Parked by you or another operator in a park zone • Parked at an extension by a co-worker • Put on hold at an extension • Ringing at a line or extension • Ringing at an extension for a Pickup group of which you are a member (ask your syst e m manager whether you are in a Pickup group).
24 Special Characters When you program Personal Directory listings, you are storing a sequence of numbers to be dialed automatically. Some dialing sequences need special characters. For example, you press the Hold button to insert a pause (p ) after the dial-out code in a dialing sequence.
3 Display Reference Fixed Display Buttons 25 Menu Screen The Menu screen lists features and functions you can use only through your display. Calling information is not shown on the Menu screen. You can make and receive calls while in Menu mode, except when using the Alarm Clock or Personal Directory features.
Select a Feature Press HOME to Exit Pickup Grp Pickup Loudspkr Pg AccountCode Menu Home Inspct More Press to enter an account code before or during a call (p. 19). Press to pick up a call ringing at another extension or at a line (p.
27 Notes & Reminders Account Code Entry ■ ■ Required ■ ■ Optional Queue Over Threshold ■ ■ No ■ ■ Yes, give number of calls in queue for alert __________________ Night Service ■ .
28 PAGING NUMBERS Paging Group(s) No. Loudspeaker Paging No. Line Number Zone 1 Zone 2 Zone 3 Zone 4 Page All ADDITIONAL NUMBERS COVERAGE/PICKUP/CALLING GROUPS Group Name Group Name No.
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