ATT Merlin Classic Mail Issue 1 System Reference Guide
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ENTER ADMINISTRATION MODE RECORDCALL COMPANYCHANGEMA!LBOXCHANGE RoutingSYSTEMSYSTEMGREETINGSADMINISTRATIONADMINIOPERATIONPARAMETERS FORCEFORCE RELEASE RETURN DAYNIGHTCHANGELOCKING RETURNCONTROLANDTO UNITUNLOCKINGPREVIOUSINTEGRATIONMAlLBOXESMENUPARAMETERS DAY GREETINGNIGHT GREETING .LOCK LOCKUNLOCK ORMULTIPLEMULTIPLE UNLOCKMAlLBOXES MAlLBOXES MAILBOX CHANGELIST A ALL MAILBOXSUBSCRIBERS RETUTRNRESETRESET RERECORDCHANGETOMAlLBOXMAlLBOX DIRECTORY PREVIOUS PASSWORDCOMPANY DIRECTORY MENUNAME RETURNTOPREVIOUSMENU CHANGEBLOCKCHANGE RINGSOFFSITE CODEBEFOREMESSAGE CONFIG. ANSWER (TRANSFERREDALERT CALLS)RESETCHANGE CONTROLCHANGE DISCONNECT SETUP STATUS & UNIT TYPE TRANSFERPARAMETERS TOUCH& CONTROLUNITUNITTYPEGATE ADMINISTER SCANRECORDCOPYINITIALIZE TOP- ROUTINGROUTINGRETURN ROUTINGCHANGELEVELMAP MAP PREVIOUS :MAPROUTINGMENUMENU MAPTYPESOFTWARE CHANGECHANGE RINGSBUSINESSADMIN.ADMIN.ATTENDANTS GENERALRESETSET UPRETURN BEFOREANDPASSWORDMAILBOXINTERCOMSYSTEMGROUP DELIVERY CALLPREVIOUS ANSWERSCHEDULETIMENUMBERNUMBERMAILBOXMENU (lNCOMINGNUMBERDIST.MAILBOXES CALLS) Figure 5A: CLASSIC MAIL System Administration Menu
Chapter 5: Customizing CLASSIC MAIL to Fit Your Business You customize the CLASSIC MAIL system by providing it with information that is unique to your business; for example, the names of all your employees, or your normal business hours. The CLASSIC MAIL system uses this information in deciding how to answer and route calls properly. Customizing the CLASSIC MAIL system requires that you do a little advanced planning, then dial into the CLASSIC MAIL system. The CLASSIC MAIL system’s built-in set of instructions leads you through the customizing process over the telephone. There are two aspects to customizing the CLASSIC MAIL system: lMailbox owners are responsible for customizing their own mailboxes. This includes creating mailbox passwords, recording, then spelling their names for the company directory, and recording personal greetings. CLASSIC MAIL system mailboxes will not take messages until they have been customized. Instructions for customizing mailboxes are contained in the CLASSIC MAIL System Mailbox User Guide. lThe CLASSIC MAIL system’s administrator customizes CLASSIC MAIL system’s automated answering services and several other CLASSIC MAIL system attributes. This chapter, and those that follow, explain this process in detail. Chapter 5: Customizing CLASSIC MAIL to Fit Your Business49
The CLASSIC MAIL System Administrator Customizing the CLASSIC MAIL system requires that someone familiar with your business telephone operations plan how the CLASSIC MAIL system should operate. The person who does this is referred to as the CLASSIC MAIL System Administrator. Learning to be the administrator is not difficult, but does require a basic understand- ing of what the CLASSIC MAIL system can do. CLASSIC MAIL System’s Voice Messaging Services The CLASSIC MAIL system’s voice messaging services provide “voice mailboxes” to employees of your business. Each employee is assigned a private mailbox. Anyone wanting to leave a message for an employee records the message in that employee’s mailbox. All mailboxes have a common set of attributes: lA unique number, used to identify the mailbox lA password, used by the mailbox owner to open the mailbox lA unique greeting, used to identify the owner of a mailbox to a caller The CLASSIC MAIL system has three kinds of mailboxes: regular, guest and special purpose. System Reference GuidePart 2: CLASSIC MAIL System Administration
Regular Mailboxes The CLASSIC MAIL system automatically assigns a regular mailbox to each intercom number in your Merlin phone system. The mailbox number of a regular mailbox is the same as its associated intercom number. For example, if your intercom number is 12, your mailbox number will also be 12. Each type Merlin Control Unit has its own intercom numbering scheme. Table 5B illustrates these schemes: Merlin Control Unit Intercom / Regular Mailbox Numbers 2061-5* 41010-19 82010-29 Plus 10-29 1030/307010-79 Regular mailbox numbers depend upon the type of Merlin Control Unit you have. The Installation Data Form in Appendix A should contain a record of the type of Merlin system you have. * The CLASSIC MAIL system will not assign a mailbox to intercom “0” on Merlin 206 Control Units. Chapter 5: Customizing CLASSIC MAIL to Fit Your Business Table 5B: Merlin intercom numbering scheme 51
System Reference Guide Guest Mailboxes The CLASSIC MAIL system contains up to 100 guest mailboxes. These mailboxes are not associated with any particular intercom number. Employees who require guest mailboxes typically are: lSomeone who shares an intercom number with others, such as a sales clerk lSomeone who has no intercom number, such as an out-of-state sales representative, a delivery driver, or a construction worker Guest mailbox numbers are always three digits (from 900 to 999) and are assigned by the CLASSIC MAIL System Administrator. Guest mailboxes have the same capabilities as regular mailboxes except: l They cannot call an intercom number to perform message notification. lThey cannot light message waiting lights. Special-Purpose Mailboxes The CLASSIC MAIL system contains several types of special-purpose mailboxes. They are: lThe General Delivery Mailbox: Used by callers who want to leave a message for your business, but are not sure which mailbox to leave it in. Part 2: CLASSIC MAIL System Administration .
lRecord message mailboxes: Used when customizing the answering services described in Chapter 8. lThe Administrator’s Mailbox: Used by the administrator to customize the CLASSIC MAIL system. Chapters 6 and 8 explain these types of mailboxes in greater detail. Using Mailboxes To hear stored messages, or to use mailbox features, you must first open a mailbox. To open a mailbox: 1. 2. 3. 4. From your Merlin phone, press an Voice Mail labeled outside line button and enter the CLASSIC MAIL system access code. OR call your business on an outside line and ask the receptionist to transfer you to the CLASSIC MAIL system. When you hear the the CLASSIC MAIL system greeting press Enter your mailbox number and password. OR the CLASSIC MAIL system calls you at an outside number and announces that you have a message (Off-site message alert). Enter your password to open the mailbox. Chapter 5: Customizing CLASSIC MAIL to FIT Your Business53
When your mailbox is opened, the CLASSIC MAIL system informs you of the mailbox contents, then plays a series of instructions explaining available options. For example, the CLASSIC MAIL system plays, “Y OU have three new messages,; then plays “To listen to your messages, press one. ” See the CLASSIC MAIL System Mailbox User Guide for more information about how to use your mailbox. Basic Answering Services The CLASSIC MAIL system’s automated answering service allows callers to contact anyone in your business without the assistance of an attendant or operator. When a call is automatically answered by the CLASSIC MAIL system, the caller immediately hears a customized company greeting that you have recorded. Anytime during this greeting, the caller can instruct the CLASSIC MAIL system to: lTransfer the call to an individual or that person’s mailbox lTransfer the call to your attendant or the attendant’s mailbox lConsult a company directory of names and mailbox numbers lOpen his or her own mailbox This set of answering service features is referred to as the basic CLASSIC MAIL system answering service. To an incoming caller, this service looks like the illustration pictured in Figure 5C. This type of illustration is referred to as a call routing map. In Chapter 8, “Creating Advanced Answering Services”, you will use call routing maps when customizing advanced answering services. System Reference GuidePart 2: CLASSIC MAIL System Administration
CompanyGreeting Top Level Menu of Instructions Dial an Intercom NumberPressPressPress Transfer to Individual’sTransfer toTransfer toOpen Mailbox Intercom NumberCompany DirectoryAttendant Company Directory An important part of CLASSIC MAIL system’s basic answering service is the company directory. This directory lists the names and intercom numbers of the CLASSIC MAIL system mailbox owners. The CLASSIC MAIL system uses this directory the same way a human attendant would use a telephone directory. The CLASSIC MAIL system asks incoming callers to identify (name) the party they wish to reach, then uses the Company Directory to determine their intercom number. To use the company directory, callers are instructed to dial the first few letters of the destination party’s last name. The CLASSIC MAIL system searches the company directory for an approximate match. If the first name found does not match the name the caller is seeking (for example, there could be two entries for Smith – Fred and Leslie), the caller can ask to hear the next selection. Figure 5C: Routing Map Chapter 5: Customizing CLASSIC MAIL to Fit Your Business55
In order for the company directory to be fully operational, it is important that all regular and guest mailbox owners spell their names into the directory as part of their initial mailbox set-up. See the CLASSIC MAIL System Mailbox User Guide for instruc- tions. Initial Tasks System Reference Guide Once you are familiar with some of the CLASSIC MAIL system’s capabilities, you can start planning. The tasks listed in this chapter are generally done only once, when you first set up the CLASSIC MAIL system. Preparing Your Customers for the CLASSIC MAIL system It’s a good idea to let your customers know that you’re installing a CLASSIC MAIL system. You should plan to notify them about a week in advance. A sample letter follows. Dear We‘re happy to announce that beginning (start date) our new voice messaging system will make it easier for you to contact us. Whenever you call, if our receptionist is unavailable, our messaging system will answer and instruct you how to reach us. We look forward to serving you better with this new system. If you have any questions, please call me at . Sincerely, (Your name here) Part 2: CLASSIC MAIL System Administration
Preparing Your Employees for the CLASSIC MAIL System It is important that all of your employees know the basics of the CLASSIC MAIL system’s operation before they begin to use their mailboxes. Plan on doing the tasks below as part of their training: lAs the CLASSIC MAIL System Administrator, make sure that you understand how the CLASSIC MAIL system works. At a minimum, read the CLASSIC MAIL System Mailbox User Guide and Chapters 1, 5, 6, 7, and 8 of this guide lPrior to installation, let all employees know that the CLASSIC MAIL system is being installed. lPrior to installation, distribute the CLASSIC MAIL System Mailbox User Guides to all planned mailbox owners. Insist that they read it. lPrior to installation, train your attendant in how to transfer callers to the CLASSIC MAIL system. lImmediately after the CLASSIC MAIL system has been installed and customized, conduct a demonstration for your employees. At a mini- mum, demonstrate how to customize mailboxes and how to retrieve messages. Often, your CLASSIC MAIL system dealer can assist you with some or all of these operations. Chapter 5: Customizing CLASSIC MAIL to Fit Your Business57