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MERLIN LEGEND Communications System Release 5.0
System Manager’s Guide
555-650-118
Issue 1
June 1997
Putting the System to Work
Page 5-29Scenario 3: A Dual-Location Company
5
Order-takers and customer service staffers use a different T1 facility, which
is programmed for the PRI access arrangement. This provides call routing
by dial plan for DID-like functionality and allows them to take advantage of
Caller ID services that the company subscribes to from network service
providers. The Caller ID service provides incoming caller information for
customer calls arriving on the customer 800 line. Calling party information
is used as a customer key field in the company’s customer database, and
allows their CTI link worktop software applications to bring up customer
information as calls come in.
MERLIN LEGEND Reporter (Release 4.2 and later systems only) collects
call information from the SMDR jack at the headquarters location.
In addition, each location has one 408 GS/LS line/trunk and extension
module. Loudspeaker paging and Music on Hold connect to this module.
■ Extension Modules. The headquarters system uses six 008 MLX
extension modules to connect MLX telephones and digital equipment; the
West coast office uses five 008 MLX extension modules for the same
purpose. One MLX port is used to connect the company’s CTI link
hardware, which also links to a LAN server running Novell NetWare
software. Each control unit includes a 016 tip/ring extension module
(Release 4.0 and later) for connecting modems, fax/modems, analog fax
machines, and automated answering applications.
■ Common Equipment. LANs equipped with shared modems and fax
modems serve the data communications needs of many employees at both
sites. They also share common-area fax machines, both high-speed digital
Group IV and analog devices.
■ General Extension Equipment. Each extension includes an MLX
telephone; single-line telephones are available for use in reception areas.
Most extensions include a PC or terminal connected to a LAN, sharing
modems. Many extensions also include ISDN terminal adapters for
high-speed data communications.
■ Intuity CONVERSANT. This application includes a voice-response unit,
installed at headquarters, that answers and routes calls that come into the
company’s main numbers. The application connects to the 016 tip/ring
extension module.
■ Intuity AUDIX. This application supplies voice messaging services at both
locations, also connecting to 016 tip/ring modules.
Other system equipment includes Uninterruptible Power Supplies (UPSs) to
supply backup power in the event of a commercial power failure.