Lucent Technologies MERLIN LEGEND Manual 

Document 555-650-112 All Rights Reserved Issue 1 Printed in USA June 1997 Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing. However, information is subject to change. See Appendix A, “Customer Support Information,” for important information. Your Responsibility for Your System’s Security Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party, for example, persons other than your company’s employees, agents, subcontractors, or persons working on your company’s behalf. Note that there may be a risk of toll fraud associated with your telecommunications system, and if toll fraud occurs, it can result in substantial additional charges for your telecommunications services. You and your System Manager are responsible for the security of your system, such as programming and configuring your equipment to prevent unauthorized use. The System Manager is also responsible for reading all installation, instruction, and system programming documents provided with this product in order to fully understand the features that can introduce risk of toll fraud and the steps that can be taken to reduce that risk. Lucent Technologies does not warrant that this product is immune from or will prevent unauthorized use of common-carrier telecommunication services or facilities accessed through or connected to it. Lucent Technologies will not be responsible for any charges that result from such unau- thorized use. For important information regarding your system and toll fraud, see Appendix A, “Customer Support Information.” Federal Communications Commission Statement This equipment has been tested and found to comply with the limits for a Class A digital device, pursuant to Part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference when the equipment is operated in a commercial environment. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used in accordance with the instruction manual, may cause harmful interference to radio communications. Operation of this equipment in a residential area is likely to cause harmful interference, in which case the user will be required to correct the interference at his own expense. For further FCC information, see Appendix A, “Customer Support Information.” Canadian Department of Communications (DOC) Interference Information This digital apparatus does not exceed the Class A limits for radio noise emissions set out in the radio interference regulations of the Canadian Department of Communications. Le Présent Appareil Numérique n’émet pas de bruits radioélectriques dépassant les limites applicables aux appareils numériques de la classe A préscrites dans le règlement sur le brouillage radioélectrique édicté par le ministère des Communications du Canada. Trademarks 5ESS, AUDIX, DEFINITY, HackerTracker, CONVERSANT, Lucent Technologies Attendant, Fax Attendant System, MERLIN, MERLIN LEGEND, MERLIN MAIL, MERLIN PFC, MLX-10, MLX-10D, MLX-10DP, MLX-16DP, MLX-20L, MLX-28D, PassageWay, PARTNER, and Voice Power are registered trademarks and 4ESS, ACCULINK, Intuity, Lucent Technologies, MLX-5, MLX-5D, and ExpressRoute 1000 are trademarks of Lucent Technologies in the U.S. and other countries. NetPROTECT is a service mark of Lucent Technologies in the U.S. and other countries. AT&T, MEGACOM, ACCUNET, Magic on Hold, and MultiQuest are registered trademarks of AT&T. Intel and Pentium are registered trademarks of Intel Corporation. NORTEL is a registered trademark and DMS a trademark of Northern Telecom. MCI, Prism, and Vnet are registered trademarks of MCI Communications, Inc. Pipeline is a trademark of Ascend Communications, Inc. UNIX is a registered trademark of UNIX System Laboratories, Inc Microsoft and Windows are registered trademarks of Microsoft Corporation. Macintosh and Apple are registered trademarks of Apple Computer, Inc. Ordering Information For more information about Lucent Technologies documents, refer to the section entitled ‘‘Related Documents’’ on page xxxiii. Support Telephone Number In the continental U.S., Lucent Technologies provides a toll-free customer helpline 24 hours a day. Call the Lucent Technologies Helpline at 1 800 628-2888 or your Lucent Technologies authorized dealer if you need assistance when installing, programming, or using your system. Consultation charges may apply. Outside the continental U.S., contact your local Lucent Technologies authorized representative. Lucent Technologies Fraud Intervention If you suspect you are being victimized by toll fraud and you need technical support or assistance, call BCS National Service Assistance Center at 1 800 628-2888. Warranty Lucent Technologies provides a limited warranty on this product. Refer to “Limited Warranty and Limitation of Liability” in Appendix A, “Customer Support Information.” Heritage Statement Lucent Technologies—formed as a result of AT&T’s planned restructuring—designs, builds and delivers a wide range of public and private networks, communications systems and software, consumer and business telephone systems, and microelectronic components. The world-renowned Bell Laboratories is the research and development arm for the company. Call: Lucent Technologies Fulfillment Center Voice 1 800 457-1235 International Voice 765 361-5353 Fax 1 800 457-1764 International Fax 765 361-5355 Write: Lucent Technologies Fulfillment Center P.O. Box 4100 Crawfordsville, IN 47933 Order: Document No. Lucent Technologies 555-650-112, Issue 1, June 1997

System Planning 555-650-112 Issue 1 June 1997 Contents Page iii Contents Contents iii IMPORTANT SAFETY INSTRUCTIONS xi New Features and Enhancements xiii I Release 4.1 Enhancements xiii Coverage Timers Programmed for Individual Extensions xiii Night Service with Coverage Control xiii Night Service Group Line Assignment xiv Forward on Busy xiv Maintenance Testing for BRI Facilities that Are Part of Multiline Hunt Groups (MLHGs) xiv I Release 4.2 Enhancements xv Additional Network Switch and Services Options for ISDN Primary Rate Interface (PRI) xv Improvements to Station Message Detail Recording (SMDR) and Support for MERLIN LEGEND Reporter Application xvi MERLIN LEGEND Reporter xvii Maintenance Enhancements xvii I Release 5.0 Enhancements xviii Computer Telephony Integration (CTI) xviii HotLine Feature xx Group Calling Enhancements xx MLX-5 and MLX-5D Telephones xxii Prior Releases: Features and Enhancements xxiii I Release 3.1 Enhancements xxiii Call Restriction Checking for Star Codes xxiii Trunk-to-Trunk Transfer Set for Each Extension xxiii Programmable Second Dial Tone Timer xxiv Security Enhancements xxiv I Release 4.0 Enhancements xxvi Support for Up to 200 Extensions xxvi Support for National ISDN BRI Service xxvi New Control Unit Modules xxvi Support for 2B Data Applications xxvii

System Planning 555-650-112 Issue 1 June 1997 Contents Page iv Support for T1 Switched 56 Digital Data Transmission xxvii Forwarding Delay Option xxvii Voice Announce on Queued Call Console xxvii Time-Based Option for Overflow on Calling Group xxviii Single-Line Telephone Enhancements xxviii Seven-Digit Password for SPM xxviii About This Book xxix I Intended Audience xxix I How to Use This Book xxix I Terms and Conventions Used xxx Typographical Conventions xxxi Product Safety Labels xxxii I Security xxxii I Related Documents xxxiii I How to Comment on This Book xxxiv 1 Before You Begin 1-1 I Reviewing System Components 1-1 I Confirming the Location of the Control Unit 1-2 Grounding Requirements 1-4 Electrical Noise/Radio-Frequency Interference 1-5 I Requirements for Supporting CTI Applications 1-5 Environmental Specifications 1-8 I Obtaining Telephone Company Information 1-9 I Obtaining User Information 1-10 I Obtaining a Floor Plan 1-12 2 Control Unit Configuration 2-1 I Planning Module Placement 2-1 Capacity for Lines/Trunks 2-2 Capacity for Extensions 2-2 Control Unit Diagram—Module Placement 2-3 I Recording System Operating Conditions 2-7 Programming Equipment 2-7 System Mode 2-8 Language Selection 2-9

System Planning 555-650-112 Issue 1 June 1997 Contents Page v Automatic Maintenance Busy 2-9 Set System Date 2-10 Backup 2-10 System Consoles 2-10 Second Dial Tone Timer 2-11 Applications 2-11 I Numbering the System 2-12 Identifying Extension Jacks 2-13 System Renumbering 2-28 Updating Planning Information 2-31 3 Lines/Trunks 3-1 I Identifying Line/Trunk Jacks 3-2 Module Types and Line/Trunk Jack Types 3-2 Incoming Line/Trunk Type 3-6 Jacks for Auxiliary Equipment 3-8 Function Information 3-10 I Selecting Line/Trunk Options 3-10 Loop-Start Reliable Disconnect 3-11 Outmode Signaling 3-12 Toll Type Prefix Required 3-13 Hold Disconnect Interval 3-13 QCC Operator to Receive Calls (Hybrid/PBX) 3-14 QCC Queue Priority Level 3-14 Pools (Hybrid/PBX Mode Only) 3-15 Remote Access 3-16 DS1 Connectivity (100D Module) 3-20 Tie Trunks 3-35 DID Trunks (Hybrid/PBX Mode Only) 3-37 NI-1 BRI Connectivity 3-39 Compensating for Slow Dial Tone (International) 3-44 I Assigning Lines/Trunks 3-45 I Assigning Telephone Buttons 3-47 Telephones in Hybrid/PBX Mode 3-47 Telephones in Key and Behind Switch Mode 3-52 Direct-Line Consoles 3-57

System Planning 555-650-112 Issue 1 June 1997 Contents Page vi 4 Features 4-1 I Telephone and Extension Features 4-2 Queued Call Console (Hybrid/PBX Only) 4-3 Pool Dial-Out Code Restriction (Hybrid/PBX Only) 4-3 Calling Restrictions 4-4 Forced Account Code Entry 4-4 Microphone Operation 4-5 Remote Call Forwarding 4-5 Fax Message-Waiting Receiver 4-7 Trunk-to-Trunk Transfer 4-7 HotLine 4-8 Extension Copy 4-9 Cover Ring Delay 4-12 I Operator Features 4-14 Direct-Line Console 4-14 Queued Call Console (Hybrid/PBX Mode Only) 4-15 Direct Station Selector 4-20 I Group-Assigned Features 4-22 Call Pickup Groups 4-22 Group Paging 4-23 Coverage 4-24 Group Calling 4-27 I System Features 4-35 Transfer Options 4-36 Camp-On Return Time 4-37 Call Park Return Time 4-37 Automatic Callback 4-38 Extension Status 4-38 SMDR (Station Message Detail Recording) 4-38 Inside Dial Tone 4-40 Reminder Service Cancel 4-40 Calls to Unassigned Extensions 4-41 Recall Timer 4-41 Rotary 4-42

System Planning 555-650-112 Issue 1 June 1997 Contents Page vii Allowed Lists 4-42 Disallowed Lists 4-44 Call Restriction Summary 4-45 Night Service 4-46 Labeling 4-49 Automatic Route Selection (Hybrid/PBX Only) 4-51 5 Data Communications 5-1 I Terminology 5-3 I About Data and Video Communications 5-5 Connectivity 5-5 Data Stations 5-6 Modem Data Stations 5-7 Modem Data-Only 5-9 MLX Voice and Modem Data 5-10 Other Supported Data Terminals 5-15 Other Resource Groups 5-15 Video Systems 5-16 I Planning Overview 5-20 I Assigning Extension Jacks 5-21 Guidelines for Digital Extension Jacks 5-22 Modem Data-Only Stations 5-24 ISDN Terminal Adapter Data-Only Stations 5-24 Local Host Computer Data Stations 5-24 LAN Workstations 5-25 Video Systems 5-26 I Assigning Lines/Trunks to Data and Video Stations 5-27 Assigning Line Buttons in Hybrid/PBX Mode 5-32 Assigning Pools and Lines/Trunks (Hybrid/PBX Mode) 5-33 Assigning Line Buttons in Key Mode 5-34 I Assigning Features to Data Stations 5-36 Pool Dial-Out Code (Hybrid/PBX Only) 5-38 Calling Restrictions 5-38 Forced Account Code Entry 5-39 ARS Facility Restriction Level 5-39

System Planning 555-650-112 Issue 1 June 1997 Contents Page viii System Speed Dial Codes 5-40 I Creating Data Hunt Groups 5-41 Guidelines 5-41 I Digital Data/Video Stations 5-43 6 Modifications 6-1 I Preparation 6-1 I Adding to the System 6-2 7 Upgrading 7-1 I Upgrading to Release 5.0 7-2 Upgrade Overview 7-2 Compatibility 7-2 I Release 5.0 Forms 7-4 A Customer Support Information A-1 I Support Telephone Number A-1 I Federal Communications Commission (FCC) Electromagnetic Interference Information A-1 I Canadian Department of Communications (DOC) Interference Information A-2 I FCC Notification and Repair Information A-2 I Installation and Operational Procedures A-4 I DOC Notification and Repair Information A-6 I Renseignements sur la notification du ministère des Communications du Canada et la réparation A-7 I Security of Your System: Preventing Toll Fraud A-9 I Toll Fraud Prevention A-11 Physical Security, Social Engineering, and General Security Measures A-11 Security Risks Associated with Transferring through Voice Messaging Systems A-12 Security Risks Associated with the Automated Attendant Feature of Voice Messaging Systems A-14 Security Risks Associated with the Remote Access Feature A-15 I Other Security Hints A-17 Educating Users A-17 Educating Operators A-18 Detecting Toll Fraud A-18

System Planning 555-650-112 Issue 1 June 1997 Contents Page ix Establishing a Policy A-19 Choosing Passwords A-20 Physical Security A-20 Limiting Outcalling A-20 I Limited Warranty and Limitation of Liability A-21 Limitation of Liability A-22 I Remote Administration and Maintenance A-22 B System Forms B-1 C Data Forms C-1 D T1/PRI Planner D-1 E DS1 Connectivity Ordering E-1 F Unit Load Calculation F-1 G NI-1 BRI Review G-1 H NI-1 BRI Provisioning H-1 Glossary GL-1 Index IN-1

System Planning 555-650-112 Issue 1 June 1997 Contents Page x

System Planning 555-650-112 Issue 1 June 1997 IMPORTANT SAFETY INSTRUCTIONS Page xi IMPORTANT SAFETY INSTRUCTIONS 0 When installing telephone equipment, always follow basic safety precautions to reduce the risk of fire, electrical shock, and injury to persons, including: I Read and understand all instructions. I Follow all warnings and instructions marked on or packed with the product. I Never install telephone wiring during a lightning storm. I Never install a telephone jack in a wet location unless the jack is specifically designed for wet locations. I Never touch uninsulated telephone wires or terminals unless the telephone wiring has been disconnected at the network interface. I Use caution when installing or modifying telephone lines. I Use only Lucent Technologies-manufactured MERLIN LEGEND® Communications System circuit modules, carrier assemblies, and power units in the MERLIN LEGEND Communications System control unit. I Use only Lucent Technologies-recommended/approved MERLIN LEGEND Communications System accessories. I If equipment connected to the analog extension modules (008, 408, 408 GS/LS) or to the MLX telephone modules (008 MLX, 408 GS/LS-MLX) is to be used for in-range out-of-building (IROB) applications, IROB protectors are required. I Do not install this product near water, for example, in a wet basement location. I Do not overload wall outlets, as this can result in the risk of fire or electrical shock. I The MERLIN LEGEND Communications System is equipped with a 3-wire grounding-type plug with a third (grounding) pin. This plug will fit only into a grounding-type power outlet. This is a safety feature. If you are unable to insert the plug into the outlet, contact an electrician to replace the obsolete outlet. Do not defeat the safety purpose of the grounding plug. The exclamation point in an equilateral triangle is intended to alert the user to the presence of important operating and maintenance (servicing) instructions in the literature accompanying the product.

System Planning 555-650-112 Issue 1 June 1997 IMPORTANT SAFETY INSTRUCTIONS Page xii I The MERLIN LEGEND Communications System requires a supplementary ground. I Do not attach the power supply cord to building surfaces. Do not allow anything to rest on the power cord. Do not locate this product where the cord will be abused by persons walking on it. I Slots and openings in the module housings are provided for ventilation. To protect this equipment from overheating, do not block these openings. I Never push objects of any kind into this product through module openings or expansion slots, as they may touch dangerous voltage points or short out parts, which could result in a risk of fire or electrical shock. Never spill liquid of any kind on this product. I Unplug the product from the wall outlet before cleaning. Use a damp cloth for cleaning. Do not use cleaners or aerosol cleaners. I Auxiliary equipment includes answering machines, alerts, modems, and fax machines. To connect one of these devices, you must first have a Multi-Function Module (MFM). I Do not operate telephones if chemical gas leakage is suspected in the area. Use telephones located in some other safe area to report the trouble. WARNING: ! I For your personal safety, DO NOT install an MFM yourself. I ONLY an authorized technician or dealer representative shall install, set options, or repair an MFM. I To eliminate the risk of personal injury due to electrical shock, DO NOT attempt to install or remove an MFM from your MLX telephone. Opening or removing the module cover of your telephone may expose you to dangerous voltages. SAVE THESE INSTRUCTIONS

Page xiii Release 4.1 Enhancements MERLIN LEGEND Communications System Release 5.0 System Planning 555-650-112 Issue 1 June 1997 New Features and Enhancements 0 Release 4.1 Enhancements 0 Release 4.1 includes all Release 4.0 functionality, plus the enhancements listed below. There are no hardware changes in Release 4.1. Coverage Timers Programmed for Individual Extensions 0 Beginning with Release 4.1, coverage timers, which control the duration of the delay before calls are sent to each level of coverage, are changed as follows: I The Group Coverage Ring Delay (1–9 rings) is programmed on individual extensions and replaces the Coverage Delay Interval programmed systemwide in previous releases. I The Primary Cover Ring Delay (1–6 rings) and Secondary Cover Ring Delay (1–6 rings), programmed on individual extensions, replace the Delay Ring Interval programmed systemwide in previous releases. These enhancements allow the system manager to customize coverage call delivery to match individual extensions’ call-handling requirements. Night Service with Coverage Control 0 Beginning with Release 4.1, a system manager can enable the Night Service Coverage Control option to automatically control the status of telephones programmed with Coverage VMS (voice messaging system) Off buttons, according to Night Service status.

System Planning 555-650-112 Issue 1 June 1997 New Features and Enhancements Page xiv Release 4.1 Enhancements When Coverage Control is enabled and the MERLIN LEGEND Communications System is put into Night Service, all programmed Coverage VMS Off buttons are automatically turned off (LED is unlit) and all eligible outside calls are sent to the assigned voice messaging system calling group with normal ringing delay. When Night Service is deactivated during the day, all programmed Coverage VMS Off buttons are automatically turned on (LED is lit) and voice mail coverage is disabled for outside calls. Users can override the Coverage VMS Off button status at any time by pressing the programmed Coverage VMS Off button to turn the LED on or off. Night Service Group Line Assignment 0 Beginning with Release 4.1, a system manager can assign lines to Night Service groups to control handling of after-hours calls received on individual lines. This capability replaces the automatic assignment to Night Service groups of only those lines that ring on the Night Service operator console. An outside line must be assigned to a Night Service group to receive Night Service treatment. With this enhancement, Night Service can be activated and deactivated on lines that do not appear on operator consoles (for example, personal lines), and lines appearing at operator positions can be excluded from Night Service. Forward on Busy 0 Beginning with Release 4.1, the Forward, Follow Me, and Remote Call Forward features are enhanced to remove the requirement that a call be ringing at an extension before it can be forwarded. With the Forward on Busy enhancement, a call to an extension with no available SA (System Access) or ICOM (Intercom) buttons is forwarded immediately to the programmed destination, preventing the caller from hearing a busy signal from the intended call recipient’s extension. Maintenance Testing for BRI Facilities that Are Part of Multiline Hunt Groups (MLHGs) 0 Beginning with Release 4.1, the NI-1 BRI (National Integrated Services Digital Network-1 Basic Rate Interface) Provisioning Test Tool is enhanced to include testing for BRI facilities that are part of Multiline Hunt Groups (MLHGs). The NI-1 BRI Provisioning Test Tool is used by Lucent Technologies maintenance personnel on MERLIN LEGEND Communications Systems that include a 800 NI-BRI module. Technicians use the tool during system installation and maintenance to test the functionality of the BRI lines and to report analyzed results.

System Planning 555-650-112 Issue 1 June 1997 New Features and Enhancements Page xv Release 4.2 Enhancements Release 4.2 Enhancements 0 Release 4.2 includes all Release 4.1 functionality, plus the enhancements listed below. There are no hardware changes for Release 4.2. Additional Network Switch and Services Options for ISDN Primary Rate Interface (PRI) 0 Release 4.2 of the system supports connectivity to MCI® or local exchange carrier (LEC) PRI services and to the following central office switch types (in addition to the 4ESS™ and 5ESS® switch types that carry for AT&T Switched Network services): I NORTEL® DMS™-100 BCS 36 for local exchange carrier services I NORTEL DMS-250 generic MCI07 serving the MCI network I Digital Switch Corporation DEX600E generic 500-39.30 serving the MCI network Beginning with Release 4.2, the following MCI PRI and PRI local exchange carrier (LEC) services (along with AT&T Switched Network Services) can be provided to users of the MERLIN LEGEND Communications System: I MCI Toll Services for DMS-250 or DEX600E switch type: — MCI Prism® service for domestic outgoing long-distance and international voice calls; for domestic outgoing 56-kbps restricted, 64-kbps unrestricted, and 64-kbps restricted circuit-switched data calls — MCI VNet® service for incoming and outgoing domestic and voice calls; for 56-kbps restricted, 64-kbps restricted, and 64-kbps unrestricted circuit-switched data calls — MCI 800 for domestic, toll-free, incoming voice calls — MCI 900 service numbers I LEC services for DMS-100 switch types: — DMS Virtual Private Network service for calls between the MERLIN LEGEND Communications System and another communications system (such as another MERLIN LEGEND Communications System) — DMS INWATS (Inward Wide Area Telephone Service) for domestic toll-free incoming voice calls — DMS OUTWATS (Outward Wide Area Telephone Service) for domestic outgoing long-distance voice calls — DMS FX (foreign exchange) to provide local call rating for calls from the local exchange to the area serviced by the foreign exchange.

System Planning 555-650-112 Issue 1 June 1997 New Features and Enhancements Page xvi Release 4.2 Enhancements — DMS tie trunk service to provide private exchange call rating for calls placed on a dedicated central office facility between the MERLIN LEGEND Communications System and another communications system (such as another MERLIN LEGEND Communications System) Improvements to Station Message Detail Recording (SMDR) and Support for MERLIN LEGEND Reporter Application 0 The SMDR feature is enhanced to provide more details about calling group agent activities and to help system managers assess the effectiveness of call centers in terms of both agent performance and the adequacy of facilities to handle inbound calls. These improvements apply to calling groups that are programmed as Auto Login or Auto Logout type. The SMDR and MERLIN LEGEND Reporter features listed are administrable: I TALK Field. For Auto Login and Auto Logout calling groups, the TALK field records the amount of time a calling group agent spends on a call. I DUR. (DURATION) Field. For Auto Login and Auto Logout calling groups, call timing begins when a call arrives at MERLIN LEGEND Communications System and not after a preset number of seconds. Call timing ends when the call is disconnected; either the caller or the agent hangs up. This allows the system manager to determine how long a caller waited for an agent’s attention. I Coding of Calls on Reports. An asterisk (*) appears in the call record when: a. A call is not answered by an Auto Login or Auto Logout calling group agent and is abandoned while waiting for an agent. b. The call is answered by someone not a member of an Auto Login or Auto Logout calling group. An exclamation point (!) signals that an Auto Login or Auto Logout agent handled a call that was answered by someone who was not a member of that Auto Login or Auto Logout with Overflow group. An ampersand (&) in the call record indicates that the group’s overflow receiver answered the call.

System Planning 555-650-112 Issue 1 June 1997 New Features and Enhancements Page xvii Release 4.2 Enhancements MERLIN LEGEND Reporter 0 MERLIN LEGEND Reporter provides basic call accounting system reports for all incoming calls to Auto Login or Auto Logout type calling groups. MERLIN LEGEND Reporter assists in determining the effectiveness of calling group agents, assessing the level of service provided to callers, and ascertaining whether adequate incoming phone lines and agents are available to handle peak-call load. MERLIN LEGEND Reporter is an administrable option. The default is Off, in which case the Release 4.0 SMDR reports are available. If the option is set to On, the following new reports are provided: I Organization Detail Report I Organization Summary and Trends Report I Selection Detail Report I Account Code Report I Traffic Report I Extension Summary Report I Data Report I Talk and Queue Time Distribution Report I Time of Day Report I ICLID Call Distribution Report I Facility Grade of Service Report Maintenance Enhancements 0 Change to Permanent Error Alarm 0 Beginning with Release 4.2, the most recent permanent error alarm is not shown on the System Error Log menu screen but is available as an option from that screen. For details, refer to the Maintenance section of the technician guide, Installation, Programming, and Maintenance. Enhanced Extension Information Report 0 Beginning with Release 4.2, the Extension Information Report includes the Extension Status (ESS) and supervisory mode of each extension.

System Planning 555-650-112 Issue 1 June 1997 New Features and Enhancements Page xviii Release 5.0 Enhancements Release 5.0 Enhancements 0 Release 5.0 includes all Release 4.2 functionality, plus the enhancements listed below. Computer Telephony Integration (CTI) 0 Beginning with Release 5.0, a PassageWay® Telephony Services CTI link from the MERLIN LEGEND Communications System to a LAN server running Novell® NetWare® software allows Lucent Technologies-certified telephony applications to control and monitor MLX and analog multiline telephone (BIS only) operations. The physical connection for the CTI link is an MLX port on a 008 MLX or 408 MLX module on the MERLIN LEGEND Communications System control unit and ISDN link interface card plugged into the customer’s server. The feature is available for Hybrid/PBX mode systems only. NOTE: The NetWare server software version must be 3.12, 4.1 or 4.11. The 008 MLX and 408 MLX modules must have firmware vintage other than 29. If the module has firmware 29, programming a CTI link on the module is prevented. An earlier or later vintage firmware is supported. Basic Call Control 0 A CTI link application on a user’s computer can assume basic call control of the user’s analog multiline or MLX telephone’s SA buttons. Basic call control includes: I Answering calls arriving on an SA button I Making calls from an SA button I Hanging up calls I Hold and retrieving a call on hold at the user’s extension NOTE: Transfer and 3-way conference, when handled through a CTI link application, provide the original caller’s calling number information or other information to the transfer receiver or new conference participant, if the user has screen-pop capability.

System Planning 555-650-112 Issue 1 June 1997 New Features and Enhancements Page xix Release 5.0 Enhancements Screen Pop 0 Screen pop occurs when the calling number, called number, or other user-defined identifier (such as account code that a voice-response unit prompts the caller to dial) is used to display a screen associated with the far-end party. For example, Caller ID services can be used to support screen pop on a system that includes a CTI link; using the calling party number as a database key code, information about a caller automatically appears on the user’s computer screen when the call arrives at the extension. Depending on the application, screen pop may be available for calls that arrive on line buttons other than SA buttons and/or calls that are answered manually at the telephone rather than by the application. Screen pop can occur on incoming calls from the following sources: I Calling group distribution I ISDN PRI Routing by Dial Plan I An extension on the MERLIN LEGEND Communications System I Remote access NOTE: In the case of remote access calls, the only information that the application can collect about the caller is the remote telephone number. I A transfer of a call that was answered by a voice response unit I A transfer, redirection, or conference of a call that was answered at a DLC or at a QCC NOTES: 1. DLCs (Direct-Line Consoles) may use CTI applications. If they do, they perform the same way as other extensions. A DLC assigned to use a CTI link application is a monitored DLC. When a DLC is used as a regular operator console and not using a CTI link extension, it is non-monitored. 2. Calls to a QCC or non-monitored DLC do not initiate screen pop at the operator position, but when an operator directs a call to an extension using a CTI application, caller information does initiate screen pop. If the DLC is non-monitored, screen pops can occur after the DLC releases the call. 3. Calls transferred from Cover buttons on non-monitored DLCs do not initiate screen pop at the destination extension.

System Planning 555-650-112 Issue 1 June 1997 New Features and Enhancements Page xx Release 5.0 Enhancements HotLine Feature 0 The Release 5.0 HotLine feature is designed for retail sales, catalogue sales, and other types of businesses and organizations and is available in all three modes of system operation. It allows a system manager to program a single-line telephone extension connected to an 008 OPT, 012, or 016 module as a HotLine. When a user lifts the handset at the HotLine extension, the telephone automatically dials the inside extension or outside telephone number programmed as the first Personal Speed Dial number (code #01) for the extension. The system does not permit calls to be transferred, put on hold, or conferenced. (A user can press the telephone’s Hold button, if it has one, to put a call on local hold, but the call cannot be redirected in any way. Switchhook flashes are ignored.) Personal Speed Dial codes can be programmed from the extension prior to HotLine assignment (a system programming function). Alternatively, a Personal Speed Dial code can be programmed from the single-line telephone after HotLine operation is assigned. However, because of security considerations, this is a one-time opportunity. Once the Personal Speed Dial number is programmed, any changes to it or any other extension programming must be performed using centralized telephone programming. Any type of inside or outside line that is normally available to a single-line telephone can be assigned to a HotLine extension. Generally, the HotLine telephone does not receive calls, and its lines should be set to No Ring. SECURITYlALERT: ! If a HotLine extension accesses a loop-start line, that line should provide reliable disconnect and be programmed for reliable disconnect. Otherwise, a user at the extension may be able to stay on the line after a call is completed and then make a toll call. Group Calling Enhancements 0 Release 5.0 and later systems include Group Calling features that enhance group calling operations. Most Idle Hunt Type 0 In addition to the Circular (factory setting) and Linear hunt types supported in earlier releases, a third hunt type distributes calling group calls in an order based on which agent has waited the longest since transferring or hanging up on an incoming calling group call. For some applications, this hunt type is more efficient than the circular type because it takes into account the varying duration of calls. The system distributes calls based on when an agent last completed a call, not on when he or she last received one. This hunting method ignores non-calling group calls. For example, if an agent transfers a call that arrived on a line not assigned to the calling group, the calling group member’s most-idle status is unaffected.