Avaya merlin ii Mode D'Emploi
The MERLIN II Attendant
DAY AND NIGHT
ANNOUNCEMENTS
ANNOUNCEMENTS
The MERLIN 11 Attendant answers incoming calls on designated lines with a
prerecorded message and directs the calls to the appropriate extension in your
MERLIN II Communications System Release 3. The MERLIN II Attendant can
help your business by answering calls immediately or after a delay to assist a
busy receptionist. It can also answer calls when your company is closed for
holidays and weekends, and after normal business hours.
prerecorded message and directs the calls to the appropriate extension in your
MERLIN II Communications System Release 3. The MERLIN II Attendant can
help your business by answering calls immediately or after a delay to assist a
busy receptionist. It can also answer calls when your company is closed for
holidays and weekends, and after normal business hours.
NOTE:
To avoid confusion between a human attendant and the MERLIN II
Attendant, this document refers to the human attendant as the
receptionist.
receptionist.
A prerecorded announcement can provide callers with “Announcements”
information on how to reach certain departments or people within your
company. Generally, a list of one digit numbers, known as routes, is
provided so that callers can dial the department they need with the touch of a
button. If appropriate, the announcement can also give callers the option to
enter two to four digit extension numbers to reach employees directly.
information on how to reach certain departments or people within your
company. Generally, a list of one digit numbers, known as routes, is
provided so that callers can dial the department they need with the touch of a
button. If appropriate, the announcement can also give callers the option to
enter two to four digit extension numbers to reach employees directly.
For example, during normal business hours a car dealership directs customer
calls to the MERLIN II Attendant so that callers hear the Day announcement
which offers the following options:
calls to the MERLIN II Attendant so that callers hear the Day announcement
which offers the following options:
“Thank you for calling ABC Motors...
For Sales, dial 1...
For Service, dial 2...
For Parts, dial 3...
For the receptionist, dial O...
For a specific employee, dial the extension
or hold for operator assistance. ”
For Service, dial 2...
For Parts, dial 3...
For the receptionist, dial O...
For a specific employee, dial the extension
or hold for operator assistance. ”
NOTE:
In the above example, the numbers
1,
2, 3, and O are routes.
After the car dealership closes, calls are answered immediately by the
MERLIN II Attendant and the Night announcement is played:
MERLIN II Attendant and the Night announcement is played:
“Thank you for calling ABC Motors.
Our sales hours are 10:00 a.m. to 6:00 p.m. Monday through Saturday.
If you are calling our Service Department, dial 1 now.
If you know the extension number
If you are calling our Service Department, dial 1 now.
If you know the extension number
of
the person you are calling, dial
that number now. ”
If a caller does not enter a route or extension because he or she is calling from
a rotary phone or does not know the extension, the call is automatically
a rotary phone or does not know the extension, the call is automatically
directed to the receptionist after a specified number of seconds (2 to 5). You
Callers using Touch-Tone phones can also bypass the announcement by
diaIing the route or extension they want at any time during the message.
Their calls are transferred immediately to the route or extension number they
have selected.
diaIing the route or extension they want at any time during the message.
Their calls are transferred immediately to the route or extension number they
have selected.
You can choose from two different announcements (Day or Night) to play to
callers when the MERLIN II Attendant answers incoming calls. Both the Day
announcement and Night announcement can direct calls to up to nine
different routes (1 through 9, 0 is reserved for the receptionist). Additionally,
callers when the MERLIN II Attendant answers incoming calls. Both the Day
announcement and Night announcement can direct calls to up to nine
different routes (1 through 9, 0 is reserved for the receptionist). Additionally,
1-2 The MERLIN II Attendant