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| Merlin Legend System Overview MERLIN LEGEND Advanced Solutions is our premier offer targeted at the small to mid-sized business. It’s platform is the award winning MERLIN LEGEND Communications System. MERLIN LEGEND is a two time winner of Teleconnect Magazine’s Editors Choice award and has received numerous other awards. There are over 30 United States patents for MERLIN LEGEND. Whether you’re a small business with big plans or a medium-size company exploring new possibilities, the MERLIN LEGEND System is your best investment. For example, when it’s time to add dynamic new capabilities to make your company more competitive and profitable, the MERLIN LEGEND System will allow you to transfer voice, data, video and fax economically, using a variety of connections to the Public Switched Network. The MERLIN LEGEND System’s powerful multimedia and ISDN connectivity make it a low-cost, full- service resource, offering many productivity enhancing applications for small and medium -size companies. During 1997, Lucent introduced its Advanced Solutions portfolio of offers for the MERLIN LEGEND system. These major enhancements were based on the multimedia capabilities delivered with Release 4 and the award winning call centers that were made available with Release 5.0. In 1998, we delivered Release 6.0 Advanced Networking offer. This enhancement enabled customers to network MERLIN LEGEND systems together or MERLIN LEGEND to DEFINITY® systems in a way that is technologically advanced yet easy to use while offering multi-location businesses a variety of productivity improvements. Also introduced in 1998 was Release 6.1 - centralized voice mail in an all MERLIN LEGEND environment and service observing functionality was added to our call center offers. Now, this award winning system just keeps getting better with Release 7.0 being introduced on April 26, 1999, with new enhancements including: • support of the PARTNER® (ETR) telephones providing more investment protection • system expansion to 200 digital stations for easy growth • Alpha/Name display on Caller ID allowing for personalized call answering • Priority Call Queuing to help you better serve your customers • WinSPM easy-to-use, easy-to-learn programming and maintenance software There are many other enhancements to the MERLIN LEGEND Communications System under development for 1999 and beyond. These enhancements are being produced in response to those needs articulated by our customers and our desire to provide investment protection. Key Benefits The phone number (and name with Release 7.0 on April 26, 1999) of the calling party appears on the MLX, PARTNER® ETR and MLS phone displays (When combined with PassageWay® Direct Connect or Telephony Services Solutions, the caller’s database record during the call, as well as log the conversation). Note that Caller ID requires that the customer subscribe to Caller ID service from the local telephone company (not available in all areas). Calls are answered personally, and callers don’t have to wait while their records are being accessed. Caller Name can help prioritize calls and help improve security. Calls are automatically placed on certain lines, depending on the number dialed and the lines available. Outgoing calls are routed efficiently, allowing workers to serve customers quickly and optimize savings on interlata and long distance call. Customers can easily back up the system programming, simply by using a PCMCIA card. Downtime due to programming loss is avoided, and systems are always up and running to serve customers. By combining the built-in service center features of MERLIN LEGEND Release 5 and the historical reports available with the MERLIN LEGEND Reporter, you can provide a basic service center. Calls coming into the service group can now be delivered to the longest idle agent, allowing level workloads. For example: When all agents are busy, the call is placed in queue. With Release 7.0 on April 26, 1999, a new system programming option, "Priority Call Queuing", allows a priority level to be assigned to Calling Groups. The calls are processed based on these pre-assigned group priority levels. This new enhancement will provide customers with: Multiple announcements are available from up to 10 announcement devices. After a preset number of seconds since the primary announcement was played, a secondary announcement can be played and then repeated at regular intervals. Most competing key system solutions require expensive adjunct equipment to offer what MERLIN LEGEND has as a standard offer today. The Optional MERLIN LEGEND Reporter, MERLIN LEGEND Mail, INTUITY® AUDIX and TRansTalk 9000 wireless phone all contribute to the richness of this offer. Helping to balance the work load, save time, provide better customer service and heighten productivity. The phone number of the calling party appears on the MLX phone display. (When combined with PassageWay® Direct Connect or Telephony Services Solutions, the caller’s database record appears on the PC display simultaneously. The user can access the database record during the call, as well as log the conversation.) Note that Caller ID requires that the customer subscribe to Caller ID service from the local telephone company (not available in all areas). Calls are answered personally, and callers don’t have to wait while their records are being accessed. As calls come into a specific group of phones, the system hunts for, and routes them to the "most-idle agent" or to the next available extension in the group. Efficient handling of calls to high call volume groups. Customer calls are answered quickly. Callers can call an extension without going through the receptionist or attendant. Callers can directly dial the person they want to talk to. ESC combines the MERLIN LEGEND R5 platform with our Enhanced Service Center software application to provide a robust, comprehensive call center solution for sales and service environments. The key features of the ESC are true Automatic Call Distribution (ACD) functionality, queue options for callers, queue information made available to callers and agents, collected digits and comprehensive monitoring and reporting of agent activities. Providing a robust set of management reports and "real time" display information, this offer allows an agent to log into multiple splits and will supports up to 25 active agents, up to 25 agents per queue and 4 agent splits. An Optional Wallboard, INTUITY AUDIX, and TransTalk 9000 wireless phone contribute to the richness of this offer. Easy to Use technology that helps build customer relationships and generate revenue with tools that increase your ability to satisfy your customers needs, while optimizing the efficiency of your service department(s). Gives users access to 23 channels of voice, data, video, and other services and applications over digital facility. Customers can access the Internet at up to 128 Kbps...four times faster than today’s modems A user who’s on his or her display phone when a call comes in can determine whether the incoming call is an inside or outside call and whether it was transferred or forwarded. Employees can disregard unimportant, and, conversely, stop everything to take calls from important customers or suppliers. Lets users access voice, data, video, and other services and applications over digital facilities. Provides economical simultaneous transmission of voice, data, and video. Allows faster and more accurate data transmission and calling -party and called-party identification, and establishes calls more reliably. Gives users universal access to Central Office switches across the United States and Canada. Businesses, professional firms, and educational institutions can share voice, data, and video information among individuals located inside or outside the organization. Employees can use and exchange data economically from remote sites. Allows customers to send and receive switched high-speed (56 Kbps) data right through a T1 facility. Businesses can offer services such as ATM/credit card readers. Because there is no need for a multiplexer or a dedicated data network, more money is available for meeting customer needs. The CTI connection is a TSAPI link that uses standard CTSA (Computer Supported Telecommunications Application) commands. The TSAPI CTI link consists of telephony services software, a physical link between the MERLIN LEGEND System and a Telephony Server on the LAN, and applications software on the client’s PC. Without a LAN, customers can utilize PassageWay Direct Connect Services to create a CTI connection between a phone and a PC. With TSAPI customers can personalize the dialogue with "Screen Pops" that can provide customer information. The following three applications are certified to run on both MERLIN LEGEND PassageWay Telephony Services Solutions: The solution also makes it easy to control multiple phone lines and provides instant outbound dialing from any database or desktop application. Architectural Overview The MERLIN LEGEND is one of the most powerful and easy- to-use phone systems available. The system is modular and supports up to 80 trunks and 200 stations. The MERLIN LEGEND offers the range of features that you’d expect on a high-end phone system: individual and system wide directories, toll restrictions, hunt groups, DISA, distinctive rings, and music on-hold etc. MERLIN LEGEND is a key system which supports hybrid and PBX operation modes, and a special "Behind Switch" mode for running behind another phone system. It uses a 32-bit processor that is twice as fast as the 16-bit processors commonly used in the industry. Its universal slot architecture allows any card to be placed in any card slot (T-1 cards require only one card slot, just like all the other cards in the system). It has a Flash ROM card for: easy upgrades and automatic system translation backups & restores. Additionally the system has built in remote programming and a maintenance modem. With this feature many system troubles are cleared remotely and often times users are unaware that a trouble has occurred. All MERLIN LEGEND sets have a full array of fixed feature buttons that come already programmed and labeled on the sets ( Volume, Feature, Transfer, HFAI, Conference, Drop, Mute, Speaker and Hold). They are in the same place on every phone. MERLIN LEGEND: A True Single-Vendor Solution for Systems, Sets, Wire, Messaging, CTI (PassageWay & TSAPI), Paging, Data (Internet Access), UPS, IVR, Call Accounting, MERLIN LEGEND Reporter and World Class Services Support. |
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