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.

Auto Configure

Available with a MERLIN MAGIX Integrated System, Release 1.5 or higher and a MERLIN Messaging System Release 2 or later, the Auto Configure feature is available to automate some of the programming required to support the MERLIN Messaging System. The Auto Configure feature provides three options—Default Configuration, Update with Labels, and Update without Labels.

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 Manager can program a Day and a Night Main Menu for an Automated Attendant. See also 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

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 Language and the Secondary Language. The language choices are U.S. English, Latin American Spanish, Canadian French, and Brazilian Portuguese (Release 2 or later).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:

Calling Group

A group of extensions that perform a similar function. During initial programming, a MERLIN Messaging System Calling Group is created on the communications sytem and the Group Members that are assigned to the Calling Group are the MERLIN Messaging System ports. See also Group Calling, Coverage and Coverage Group.

CNG

In the data communications environment, a fax calling tone that indicates that a fax machine is ready to transmit.

Clock Synchronization

The alignment of the MERLIN Messaging System clock with that of the communications system clock. The communications system periodically sends the date and time to the MERLIN Messaging System to update the MERLIN Messaging System clock.

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

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.

 

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.

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

The extension designated to receive Message-Waiting indications for calls directed to a fax 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 telephone lights whenever a message is placed in the General Mailbox.

Greeting

Initial message that plays to callers. See also Personal Greeting, Temporary Closure Greeting and Voice Mail Greeting.

Group Calling

A communications system feature that directs calls to a group of people assigned to handle the same type of call. A single extension number is assigned to the group and is used by internal and 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.

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 can leave messages in a guest mailbox. The extension's mailbox number is a station extension (phantom or real) in the communications system dial plan. The extension must be in the Coverage Group receiving coverage by the MERLIN Messaging System.

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.

IP Address

A unique identifier for the MERLIN Messaging System that enables other devices to communicate with the MERLIN Messaging System on a LAN.

J

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

Local Area Network (LAN)

A network that interconnects servers, terminals, PCs, printers, and other communications related devices usually at a single business location using the Internet (Ethernet) Protocol.

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.

Message-Waiting Receiver

An extension designated to receive Message-Waiting indications for calls directed to a Calling 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, Latin American Spanish, and Brazilian Portuguese (Release 2 or later). 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, and in Release 2 and later, can have Outcalling for all new calls or just new priority calls. 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/pager numbers (with up to 60 digits each).

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 only) to receive calls when the number of calls waiting in the queue for the primary Calling Group is equal to or greater than the programmed Overflow Coverage Threshold. See also Overflow Coverage Threshold.

Overflow Coverage Threshold

The programmable number of calls that can wait in the queue for a Calling Group before calls are 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, 6-Port, 8-Port, 10-Port, and 12-Port Cards are PC Cards that plug into the left-most PCMCIA slot on the MERLIN Messaging System module. (Release 1 and 1.1 provide a 2-Port, 4-Port, and 6-Port PC Card.) They provide the following features: port licensing, media for backup of the MERLIN Messaging System and a Remote Maintenance Device (RMD) that is used to gain access to the diagnostic features of the MERLIN Messaging System. If the PC Card is plugged into the right-most PCMCIA slot on the MERLIN Messaging System module, the RMD will not be operational.

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, 6-Port, 8-Port, 10-Port, and 12-Port Cards are PC Cards are PCMCIA Cards that contain port licensing information, a Remote Maintenance Device and storage media for the system's backup feature. (Release 1 and 1.1 provide a 2-Port, 4-Port, and 6-Port PC Card.)

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 six Personal Greetings. (Release 1 and 1.1 allow three Personal Greetings.) You can assign one greeting for internal calls and another greeting for external calls, or you can assign the same greeting for all calls.

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 Mailbox user can program a Personal Operator.

Port

The channel or talk path through which a caller interacts with the MERLIN Messaging System. The MERLIN Messaging System can support up to 12 ports, depending on the number of licensed ports contained on the PC Card.

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.

Priority Message

In Release 2 or later, MERLIN Messaging System users can assign Priority, Private, and/or Return Receipt categories to their messages. New Priority messages are heard first when listening to new messages. Private messages can not be forwarded. Return Receipt messages notify the user when the message is listened to by the recipient. The user can assign one, two, or all three categories to a message.

Private Message

In Release 2 or later, MERLIN Messaging System users can assign Priority, Private, and/or Return Receipt categories to their messages. New Priority messages are heard first when listening to new messages. Private messages can not be forwarded. Return Receipt messages notify the user when the message is listened to by the recipient. The user can assign one, two, or all three categories to a message.

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 Call

A new option in Release 2 or later, after listening to a message, the MERLIN Messaging System user can return the call to an internal sender. In Release 1 or later, after listening to a message, the options to reply to the sender (if they have a mailbox in the system) or forward the recorded message are available.

Return Receipt

In Release 2 or later, MERLIN Messaging System users can assign Priority, Private, and/or Return Receipt categories to their messages. New Priority messages are heard first when listening to new messages. Private messages can not be forwarded. Return Receipt messages notify the user when the message is listened to by the recipient. The user can assign one, two, or all three categories to a message.

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.

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 Group Lists

In Release 2 or later, the System Manager 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.

System Language

The language in which the prompts, announcements and submenus are played when the MERLIN Messaging System is in Monolingual Mode. See also Primary Language and 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.

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 Night 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.

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 without coverage, will ring before the call is redirected to the Transfer Redirect Extension. See 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 six Personal Greetings (three in Release 1 and 1.1), 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.

X

Y

Z