Merlin Classic Mail Instructions Manual

							Company Greetings
Day Greeting:
i Note:If Call Routing is required, skip this step and proceed to Call Routing - Day Operation.
Thank you for calling [Company Name]...
Night Greeting:
i Note:If Call Routing is required, skip this step and proceed to Call Routing - Night Operation.
Thank you for calling [Company Name]. Our business hours are [business hours]...
Classic Mail Design Package - page 11 
						

							Company Greeting: Thank you for calling [YOUR COMPANY NAME].
Top-Level Menu:
Call Routing Worksheet
Day Operation
Script the Top-Level Menu of instructions in the space below:
For sales, press 7. For service, press 8....
Key Routes:
Define the action that will take place for each key used in the call routing map.
Day
Selector Code Key #
q
q
qHear a Message
(Announcement Only)
Message Script:
Transfer to an IntercomIntercom Number:
(Extension)
(Extension)
Leave a Message in a MailboxMailbox Number:
(No Coverage)
Classic Mail Design Package - Page 12 
						

							i Note:To design additional routes, reproduce this page.
Day
Selector Code Key #
q
q
q
q
q
qHear a Message
(Annoucement Only)
Message Script:
Transfer to an IntercomIntercom Number:
(Extension)
(Extension)
Leave a Message in a MailboxMailbox Number:
(No Coverage)
Day
Selector Code Key #
Hear a Message
(Announcement Only)
Message Script:
Transfer to an Intercom
(Extension)Intercom Number:
Leave a Message in a MailboxMailbox Number:
(No Coverage)
Classic Mail Design Package - Page 13 
						

							Call Routing Worksheet
Night Operation
Company Greeting: Thank you for calling [YOUR COMPANY NAME]. We are currently closed.
Our business hours are [BUSINESS HOURS].
Top-Level Menu:
Script the Top-Level Menu of instructions in the space below:
For sales, press 7. For service, press 8 ....
Key Routes:
Define the action that will take place for each key used in the call routing map.
Night
Selector Code Key #
q
q
qHear a Message
(Announcement Only)
Message Script:
Transfer to an IntercomIntercom Number:
(Extension)
Leave a Message in a MailboxMailbox Number:
(No Coverage)
Classic Mail Design Package - Page 14 
						

							i Note:To design additional routes, reproduce this page.
Night
Selector Code Key #
q
q
q
q
q
qHear a Message
(Announcement Only)
Message Script:
Transfer to an IntercomIntercom Number:
(Extension)
Leave a Message in a MailboxMailbox Number:
(No Coverage)
Night
Selector Code Key #
Hear a Message
(Announcement Only)
Message Script:
Transfer to an IntercomIntercom Number:
(Extension)(Extension)
Leave a Message in a MailboxMailbox Number:
(No Coverage)
Classic Mail Design Package - Page 15 
						

							Mailbox Assignment Sheet
Mailbox OwnerNo.Mailbox OwnerNo.
10
910
11911
12
912
13913
14914
15915
16
916
17
917
18918
19919
20920
21
921
22922
23
923
24
924
25
925
26
926
27
927
28928
29
929
900930
901
931
902932
903933
904934
905935
906
936
907
937
908
938
909939
Classic Mail Design Package - Page 16 
						

							Mailbox OwnerNo.Mailbox OwnerNo.
940970
941
971
942
972
943
973
944974
945975
946
976
947
977
948
978
949
979
950980
951
981
952982
953983
954
984
955985
956986
957
987
958
988
959989
960
990
961
991
962
932
963
993
964994
965
995
966
996
967997
968998
969999
Classic Mail Design Package - Page 17 
						

							Classic Mail
Installation Overview
System Connections:
To understand how the Classic Mail operates it is important to understand the concept of Telephone Emulation and
Interposed lines.
Telephone Emulation Jacks:
Each Telephone Emulation jack is connected to the Merlin Control Unit in the same manner as a Merlin Voice
Terminal is connected. A Telehone Emulation connection is electronically identical to a Merlin attendant console.
The Classic Mail has the ability to use this Telephone Emulation. connection - just as a person would - to answer a
call, transfer the call to an intercom and, if needed, record a confidential message in the callers own words.
Classic Mail Design Package - Page 18 
						

							Interposed Lines:
Even though Classic Mail Telephone Emulation operates just as a person does when answering calls coming in on
outside lines, it can’t answer a call from someone calling on a Merlin intercom line. The reason is simple: The
Classic Mail interacts with a caller, offering a menu of choices and taking action on the callers selections. A
caller may indicate which menu choices they would like to select by pressing the touch tone key that
corresponds with the desired selection. The Classic Mail detects and decodes this touch tone key press and
takes the appropriate action. Without the tones, the Classic Mail can’t interact with callers and,
unfortunately, the Merlin does not generate touch tone on the intercom lines.
So how can a mailbox owner interact with the Classic Mail to send and receive rnessages? One way is to call in
on an outside line. This is exactly what mailbox owners do when they call the Classic Mail from outside the
office. But how can they use a Merlin telephone to get their messages? The Classic Mail can be connected to
vacant Tel.Co. ports to provide voice mail access. Since Merlin telephones can generate touch tone when
connected to a Merlin Tel.Co. line connection, a mailbox owner may access voice mail by selecting any one of up
to four Tel.Co. lines that have been dedicated to the Classic Mail., If vacant ports are not available to provide
dedicated voice mail access, the Classic Mail can be interposed with existing telephone lines to provide voice
mail access. By interposing the incoming telephone lines with the Classic Mail, the user can time-share
inbound and outbound calls with voice mail access calls. Instead of making a call, the user may select an
interposed voice mail access line and signal the Classic Mail that they wish to open a mailbox. Mailbox
owners do this by pressing the star button on a Merlin telephone after selecting a voice mail access line. The
Classic Mail will recognize this signal and ask the caller for a mailbox number and password before allowing
entry into any mailbox. As long as the user is connected to the Classic Mail via the Merlin outside line
connection, they can navigate the Classic Mail menus to send and receive messages. Of course, while the
mailbox owner is using a time-shared line to interact with the Classic Mail, that line is busy, just as it would be
if an outside call was being made. All incoming calls to that line will receive a busy signal. For this reason,
dedicated voice mail access is recommended for installations that have vacant Tel.Co. ports available. A
combination of dedicated and time-share access may also be used as well.
Other Connections:
Power Plug - connects an external wall-mounted power supply.
Message Light Panel - connects the optional panel that provides message waiting notification.
Diagnostic Button - used for manufacturing testing only.
Expansion Key Connector - used to upgrade to 4 port and 10/30 operation.
RS-232 - used for manufacturing testing only.
Classic Mail Design Package - Page 19 
						

							Voice Mail Access Lines
Primary Method - Dedicated Access
The preferred method of providing voice mail access for internal users is to use vacant Tel.Co. ports on the Merlin
Control Unit to dedicate lines for voice mail access. A modular telephone cable is used to connect Classic Mail
interposed jacks to the vacant Tel.Co. ports on the Merlin Control Unit. Mailbox owners can access voice mail by
selecting one of these lines and pressing the voice mail access key.
Classic Mail Design Package - Page 20