Avaya MERLIN MAGIX ®
Integrated System
's
hat
t
ion "
ut
sol dge.
"
use ding e
to
sy "lea
"ea also
A
IP Telephony
Contact Centers
Unified Communication
Services
The Avaya MERLIN MAGIX® Integrated System
is the ideal choice for growing businesses because it packs so
much into one simple solution--a wide range of communications
capabilities you can customize to your specific needs in an
affordable, easy-to-use system. Get a communications solution
t h a t 's d e s i g n e d f o r t h e w a y y o u r e a l l y w o r k -- a n d o n e t h a t w i l l
support your needs for years to come.
Look at what the MERLIN MAGIX System can do for your business
Simplify
Enhance customer
Work smarter
Internet access
Network your
communications
service
offices
Would you like to manage
With a built-in router
your voice mail and
and firewall, and the
With over 150 features
Get the ability to handle
Companies with more
e-mail in one mailbox?
ability to link to frame
built-in, the MERLIN
every call personally and
than one office can
Have calls to your office
relay and T1 lines,
MAGIX system will
promptly. You can even
rely on MERLIN MAGIX
phone ring simultaneously
MERLIN MAGIX is ready
simplify and streamline
set up a full-fledged call
to streamline communi-
on your cell phone?
to manage your Internet
your communications.
center with the entire
cations, simplify
It's all part of what the
access.
gamut of features and
administration and
MERLIN MAGIX can do
functionality for up to 30
lower their overall costs.
to help you work better
agents.
right now.
It's a "business-proven" solution...that's also leading edge
The best of both worlds--
PBX and Key System
Based on Avaya's best-selling MERLIN LEGEND® System--the MERLIN
MAGIX system is market-tested for performance and reliability. But no
capabilities
one is resting on their laurels--Avaya continually updates MERLIN
MAGIX with leading-edge capabilities such as unified messaging, Cell
When it comes to choosing a communications system,
Phone Connect, Internet support and much more.
most growing businesses want the simplicity of a key
system. The basic key system design--in which lines
Get hundreds of built-in features...add new ones of your own
"appear" on phones throughout your business--makes
it easy to handle a wide range of incoming calls and
The MERLIN MAGIX system gives you hundreds of built-in features and
"cover" when someone is not available. As businesses
supports new applications available from both Avaya and Independent
grow, they typically want the added security, capacity
Software Vendors -- for messaging, customer service, call accounting,
and functionality of a PBX. That's why MERLIN MAGIX
security, IP telephony and much more.
gives you the best of both worlds. It can operate as
both a PBX and a key system, and it can do so simulta-
Grow your business...without outgrowing your communications
neously for the same company (i.e., you can set up the
phones in one department to operate in key system
With support for up to 200 extensions, MERLIN MAGIX is the perfect
mode, but have the phones everywhere else function as
choice for businesses that want to grow big, without outgrowing their
if they were part of a PBX). Your Avaya BusinessPartner
communications systems. It is easy and cost-effective to increase func-
can help you determine which mode of operation can
tionality, add applications and network locations as your needs change.
best meet your needs.
A sophisticated system...that's surprisingly simple
The MERLIN MAGIX system is designed for growing businesses who
are as serious about communications as they are about keeping things
simple. Dual red and green LED indicator lights on MERLIN MAGIX
phones make it easy to handle incoming calls even during the busiest
times (e.g., identifying whose call is on hold). Backlit display sets allow
you to make full use of incoming Caller ID (no need to invest in separate
Caller ID display units). Adding more lines or stations is easy--just add
more plug-in cards, and connect the new lines and stations. And many
applications are also supported with integrated plug-in cards. Virtually
no programming is required. The entire MERLIN MAGIX system can be
configured or reconfigured remotely.
3
a higher plane
of communication
Deliver the customer service that helps
your business grow
Today, companies who want the best customer service
With the built-in Caller ID on the MERLIN MAGIX
are relying on communications to help them deliver it.
system, caller name and number appear simultaneously
Call centers, wireless communications, computer-tele-
during ringing--there is no need to obtain any additional
phone integration, Caller ID, direct dialing --these are the
hardware.* This feature is fully functional on the
customer service tools that deliver the enhanced service
optional TransTalk® digital wireless handsets which
that builds customer loyalty, repeat business and higher
allow you to stay in contact with customers--even
profitability for your business.
while on the move. Optional packages for computer-
telephone integration allow you to link your MERLIN
MERLIN MAGIX has a powerful set of capabilities for
MAGIX system to your customer database and get a
creating the kind of customer service that will set your
"screen pop" of information about the caller.
business apart from and ahead of your competition.
Handling every call the right way
Calls from existing customers
Many customers' first impression of your business is
All customers like to be recognized. This is especially
going to be formed during their initial sales call. How
true of customers who have previously called or done
well you handle that call is very important. Do you have
business with you. Recognizing the caller is the first
a routing system that quickly gets calls to the right person?
step to delivering the personal service and attention that
Can anyone in your organization answer their calls any-
helps build a loyal customer. Caller ID and computer-
where on your premises, regardless of whether they are
telephone integration on the MERLIN MAGIX system
down the hall, in the warehouse or driving home in their
can play a big role in helping you identify your existing
car? When no one is available, is your messaging system
customers.
designed to take messages quickly and professionally,
*Note: subscription to Incoming Caller ID service from a local telephone company is required.
Create a call center to build sales and service
One of the most powerful ways to build sales and
ing groups for sales, service and other departments.
The MERLIN MAGIX system also gives you a wide
enhance customer service is to create a call center
Route callers based on pre-set parameters designed
range of options to manage your call center costs.
inside your business--formal or informal groups of
to provide the most efficient use of resources. Provide
Take advantage of Automatic Route Selection (ARS)
employees providing customer service and/or mak-
announcements and music-on-hold for queued
capabilities to choose low cost long-distance carriers.
ing sales calls.
callers. Integrate the call center with MERLIN
ISDN PRI Support on the MERLN MAGIX system
Messaging to make sure calls never go unanswered
reduces line costs and supports Dialed Number
Having a call center was once only possible for the
or to give customers an easy escape-from-queue
Identification Service (important for sales or service
largest companies. Now with the MERLIN MAGIX sys-
option. Take advantage of MERLIN MAGIX Caller ID
efforts involving specific numbers) and DID capabilities
tem, a fully functional call center is an affordable
support--in conjunction with CTI software--to give
used in routing incoming calls. ISDN PRI also provides
option for small and growing companies.
agents automatic screen pops of information about
Automatic Number Identification (ANI), which is useful
the calling party. Add capabilities for Interactive Voice
for activating database records and keeping track of
With the MERLN MAGIX system you can support call
Response to give callers touch-tone or speech-acti-
callers.
centers of up to 30 total agents. Set up multiple call-
vated access to self-service options.
notify the person being called that a message is waiting
Good customer service is all about keeping the personal
and even try to contact that person directly?
touch--while still getting calls quickly to the right person,
with a minimum number of transfers. One solution is
The MERLIN MAGIX system is specifically intended
the Direct Inward Dial (DID) capability on the MERLIN
to address all of these needs, and more, because it is
MAGIX system that allows frequent callers (suppliers,
designed as an integrated system, with extensive call
wholesale buyers, etc.) to go directly to a specific per-
routing, messaging and wireless capabilities that can
son, or department. This can offload a large percentage
be customized to meet your unique customer service
of all calls to the receptionist.
needs. Remember, sales and service calls that go
unanswered, or are not answered quickly or profes-
Outbound sales calls
sionally, will eventually cost you customers and,
Today it is easier than ever to create calling campaigns
ultimately, revenue. The MERLIN MAGIX system
for prospects and existing customers around sales
will help you eliminate these losses.
and service promotions (e.g., lease renewals). It's an
efficient way to build business and effectively leverage
Supporting your receptionist
your investment in a communications system. By taking
Many businesses and organizations rely heavily on
advantage of features that enable you to easily reach
their receptionist to handle and route incoming calls.
out to customers, dial automatically from existing
This ensures a personal touch to each caller, but during
customer lists and track your results, you can really
heavy calling periods it can also lead to a bottleneck
make the most of your selling potential.
causing long hold times, multiple transfers and
abandoned calls--service inevitably suffers.
In addition, the following MERLIN MAGIX system fea-
Wallboards--works with a wide array of industry-
Multiple Agent Log-in--agents can be members
tures are commonly used in call center applications:
standard wallboards.
of more than one calling group and receive calls
that are labeled by group.
Call Screening--lets agents listen in on a call
External Alerts--visually or audibly alerts incoming
after it has gone to voice mail coverage and, if they
calls, or when a queue threshold is exceeded.
Reporting/Monitoring--reporter software
choose, bridge back onto the call.
applications and management information system
Hot Dialpad--allows agents to start dialing via
applications allow group and/or supervisor monitoring
Coverage--flexible coverage options ensure that
speakerphone or handset without going off hook
and analysis of call center performance.
agents in a Calling Group can receive backup if they
first. The system takes the user off hook and dials
are overloaded.
the first digit automatically.
5
a higher plane
of communication
Enhancing your communications,
lowering your costs
Powerful messaging capabilities
Dial by name directory
In today's 24-hour business world, just about every
With the directory feature, callers can be prompted to
enter the first four letters of the called party's name.
business, from the largest to the smallest, depends on
They can then choose from a list of contacts that match
messaging to stay in touch and exchange information.
the letters in either the first or last name and call them
But today, messaging is much more than a convenient
directly, without ever entering their number.
way to answer calls when you are not there. Callers
expect easy-to-use options when they reach your
messaging system. Also, because voice, fax and e-mail
Accurate, timely messages
messaging are all part of your communications, it can
Your employees can take advantage of a wide range
be a real convenience to be able to check your voice
of call answering options. They can create their own
mail on your PC.
personal greetings and give callers the option to mark a
With the options available on the MERLIN MAGIX
message as private or priority (private messages cannot
system, you can have the most up-to-date and compre-
be forwarded to other mailboxes and priority calls are
hensive messaging features that deliver savings in time
delivered first), or transfer to another extension or the
and money.
receptionist. You can also adapt a MERLIN MAGIX
messaging solution to play recorded announcements to
Flexible call handling
callers at designated mailboxes, without the ability to
leave a message.
A MERLIN MAGIX messaging solution will free your
receptionist from answering and manually transferring
Superior message management
every incoming call. Each caller is greeted and prompted
to dial the extension they want or choose from a recorded
The messaging options available with the MERLIN
menu of options. You can customize your messaging
MAGIX system will streamline your internal communi-
solution to handle calls in different ways at different
cations. For example, you can use the system to
times, and to have its own unique menu structure and
send/ forward messages to one or more mailboxes,
greetings for separate departments or businesses.
address messages by name or extension, or you can
use the system's built-in directory.
You can easily set up the messaging system to automat-
ically call or page you when a new message (or priority
message only) has arrived. When you are out of the
office, the system can dial up to five phone numbers in
turn to "find" you and let you know you have a new
message.
Tw o m e s s a g i n g o p t i o n s ...
plenty of extra features
Messaging is a critical part of any communications
solution. Wherever you are working, messaging helps
everyone share information and stay connected to
Centralized messaging
customers, colleagues and suppliers with 24-hour
for multiple offices
availability. And messaging delivers on its investment--
automated call routing and message-taking alleviates
With MERLIN MAGIX, you have the
the pressure on support staff and helps everyone to be
option to have one centralized messaging
more productive.
system serving multiple locations. This
gives you the ability to forward important
To meet the needs and budgets of growing companies,
voice messages and broadcast information
Avaya offers different messaging systems for the
across an organization, simplifying
MERLIN MAGIX system:
the flow of information. Eliminating
separate voice messaging systems at
MERLIN® Messaging is the most cost-effective solution for stand-alone
remote locations reduces both capital
MERLIN MAGIX systems. It offers capacity for up to 12 ports, 100 hours of
outlays and ongoing management and
storage and 200 mailboxes--enough to meet the needs of most small or
administration costs.
mid-size businesses.
INTUITYTM AUDIX® LX is ideal for customers with more robust messaging
See your voicemail and
needs, or for those who are networking multiple locations and want a cen-
e-mail together
tralized messaging solution.
The MERLIN MAGIX system makes it
Your Avaya BusinessPartner will help you decide which is the right solution
easy to manage your voice mail and
for you. Whichever you choose, it's easy to add capacity and take advantage
e-mail in one mailbox. See all your
of unified messaging and other powerful features that make your mes-
messages all together. Access your voice
saging solution work even harder for you, such as:
mail without having to dial in. Save and
forward voice messages the same way
Auto copy--If you choose, messages can be automatically left in two
you do e-mail.
mailboxes: yours and an assistant's.
MERLIN MAGIX voice messaging will
Phantom mailbox--Incoming callers can leave a message in one mailbox
deliver messages directly to your exist-
but the message is actually delivered to a different mailbox. This is ideal
ing e-mail server in an e-mail compatible
for handling large volumes of messages in customer service or sales
format. Voice mail will appear in the list-
efforts.
ing of e-mails with the voice portion
Easy message previews--Change the order in which messages are
attached as a WAV file.
played, easily back-up and replay, speed up or slow down.
Special capabilities for cell phone users--MERLIN MAGIX has special
features that allow you to scan the content of the new messages in your
mailbox with minimal keystrokes (and without changing the status of
those messages) and also return automatically to the last message
heard if your connection is dropped.
7
a higher plane
of communication
MERLIN MAGIX makes communications simple
Dozens of easy-to-use features
Ease of use
"Ease of use" is a must in a small-business communica-
Today's business environment makes it imperative
tions system. MERLIN MAGIX is simple to use--and
for businesses of all kinds to be more competitive and
stays simple to use. For example, you can program
efficient--increasing sales and speeding time to market
your most frequently used features--such as Speed
while lowering costs, improving margins and serving
Dial, Send All Calls, or Call Forwarding--for easy,
customers better and faster.
one-touch activation.
Communications technology has always played an
A selection of telephones
essential role in business performance, from supporting
MERLIN MAGIX offers a complete and versatile portfolio
daily operations to reaching out to new markets. Today
of telephones, with:
the right communications solutions can bring benefits
·
Built-in speakerphone and intercom
straight to your bottom line: helping you save time and
·
Backlit display telephones
gain efficiency where and when you need it most.
·
Message waiting notification and retrieval on your
With over 150 call processing features, MERLIN MAGIX
telephone or PC
is one of the most feature-rich telephony systems on the
·
Call status indication via LEDs
market today. Your Avaya BusinessPartner will work
·
Caller name and number display
with you to take advantage of these capabilities and
build a customized solution specifically for your needs:
Network your offices
If your business has multiple departments, or employees
·
How do you want calls routed in your business?
working in remote offices, you will want to take advan-
·
What kind of call coverage options do you need to
tage of the MERLIN MAGIX system's networking
make sure every call is handled promptly?
capabilities.
·
How do you want basic capabilities like hold, con-
Networking through MERLIN MAGIX is more cost-
ference and transfer to work in your organization?
effective than Centrex and greatly improves efficiency.
Choice of
DSS 4450 Direct Station Selector
telephones
Today's business environment makes it
imperative for businesses of all kinds to be
more competitive and efficient.
All MERLIN MAGIX phones are designed with
the latest digital communications interfaces,
providing clear, high-quality voice transmission.
4406D 6-Button
These phones can help make your everyday
Digital Telephone
business communications easy, cost-effective
and productive.
You get a uniform dial plan that lets you place calls
Mobility
When you are away from your phone--in the ware-
anywhere on the network without dialing special access
house, down the hall, or in an adjacent building
codes--it's as if everyone is in the same location. It also
--important decisions get delayed and calls go
increases the number of coverage points and allows the
unanswered. With a wireless phone no one ever
sharing of personnel and resources between systems.
has to be out of touch. The MERLIN MAGIX system
Centralizing voice mail and the automated attendant
provides cost-effective, Avaya-designed wireless
provides savings by eliminating the need for separate
solutions to meet your mobility needs.
systems at each location. You can forward calls or
Many businesses require mobility on premises, and
broadcast messages to co-workers regardless of location,
with an Avaya TransTalk® 9000 Digital Wireless System,
and retrieve messages from anywhere in the system,
employees can move freely without missing calls.
giving you greater mobility.
TransTalk allows you to handle important calls while
Internet access
away from your desk--whether on the shop floor, in
MERLIN MAGIX networking also opens a whole new
the back room, the loading dock, the warehouse, or the
array of voice and data networking applications for
exam room.
you by letting you "converge" your voice
access and dedicated, "always on" Internet
access over the same facility. An integrated
The MERLIN MAGIX system
router and firewall mean it's not necessary to
acquire those items separately. This will help
helps control costs
you prepare for the world of Web-based
applications. It will open your business to
Enhanced tip/ring capability
applications including, but not limited to,
MERLIN MAGIX delivers enhanced tip/ring connectivity, which eliminates the need for separate,
Web-based e-mail, order taking and fulfillment,
dedicated lines when using accessory devices, such as:
catalog publication, and much more.
· Single-line rotary or touch-tone telephones
· Fax machines
· Answering machines
· Modems
· Credit card scanners
· Other industry-standard devices
4424LD 24-Button
Any tip/ring telephone or device can be attached directly to the MERLIN MAGIX system by
Digital Telephone
means of an 016 T/R module. In addition, MLX telephone users can attach tip/ring phones
or devices using a Multi-Function Module (MFM).
Call accounting
Call accounting options provide you with a powerful tool for measuring and controlling telephone
expenses. Call accounting systems allow you to set up account codes and generate a variety
of printed reports that pinpoint the specific calling patterns of your business. This will help
you monitor facility use, allocate phone charges, and detect toll fraud from outside parties.
Call accounting software offerings that work with MERLIN MAGIX include eCAS and eCAS Lite.
9
a higher plane
of communication
The MERLIN MAGIX system:
communication for how you really work
manufacturing...whether you are a school, a retailer, or
More than a telephone system, the MERLIN MAGIX
a government agency...you can count on the MERLIN
system is communication for the way businesses really
MAGIX system for the capabilities that will help you:
work. By supporting voice communications, high-speed
Internet access, and an array of innovative, easy-to-use
·
Support personalized customer service
applications, the MERLIN MAGIX system will help
·
Reach out to new markets with new products and
your business grow and prosper by helping you com-
services
municate more effectively and serve customers better.
·
Streamline the flow of information and make your
organization more efficient
Because it's an integrated system that meets a wide
range of communications needs, the MERLIN MAGIX
·
Lower communications costs and enhance security
system is ideal for a wide range of customers. Whether
your business is financial services, real estate, or
The MERLIN MAGIX system at a glance
·
Best-in-class, powerful voice
·
Open applications platform and a
·
Avaya quality of service
system
growing suite of business
·
Investment protection...and a
applications
·
High-performance Internet access
growth path that will bring you
over shared facilities
·
Savings through converged voice
into the future
and data communications
·
So much built in: call center,
firewall and router, CSU/DSU
·
Easy to install and maintain--as
PC or LAN needed
Supported --
Capacities
Voice only: Ground start, loop start, DID
Stations/endpoints -- Max: 200
and E&M Tie Line
Trunks -- Max: 80
Voice and data: PRI/BRI, T1, Frame Relay and
Integrated CSU/DSU for T1/PRI management
·
Wants the flexibility to customize the system with
Who needs the MERLIN MAGIX system?
applications
Any small or mid-sized business, or branch office
of a larger enterprise that...
·
Wants capabilities for both a key system and PBX
·
Needs 20-200 extensions
·
Wants full T1 support (24 channels, PRI/BRI)
·
Wants a feature-rich voice communications system
·
Wants a basic call center
·
Wants a system that is easy to use and administer
·
Needs Internet access
·
Does not want to be required to use a PC to administer
the system
MERLIN MAGIX >
Ready to help meet your business needs
Improve productivity >
MERLIN MAGIX messaging, call center and advanced
call handling capabilities allow staff to work more
efficiently and effectively.
Keep everyone in touch >
In-house wireless solutions provide access to sales
personnel, office staff, or warehouse workers
wherever they are located. Cell Phone Connect sends
calls to your cell phone.
Keep it simple >
MERLIN MAGIX is designed to be simple and intuitive,
reducing staff training time. Neither a separate
personal computer nor a LAN is needed for full
system functionality.
Connect to your customers >
Call center, call routing, messaging and capabilities
such as Interactive Voice Response (IVR) provide the
tools to increase sales and improve customer
response time.
Lower your costs >
MERLIN MAGIX delivers a low total cost of ownership
that matches or beats the competition, along with a
wide array of features (e.g., least cost routing)
designed to reduce communications costs.
Connect your office >
MERLIN MAGIX makes it easy to link multiple phone
systems in different locations to simplify communica-
tions and information sharing, and also lower costs.
Be there >
MERLIN MAGIX is backed by the Avaya warranty and
maintenance agreement and years of proven
performance for thousands of companies.
11
a higher plane
of communication
About Avaya
Focused on enterprises large to small, Avaya is a
reach
world leader in secure and reliable IP telephony
systems, communications software applications and
Avaya enables businesses to achieve superior
full life-cycle services. Driving the convergence of
results by designing, building and managing their
voice and data communications with business
communications networks. More than one million
applications and distinguished by comprehensive
businesses worldwide, including 90 percent of
worldwide services Avaya helps customers
the FORTUNE 500®, rely on Avaya solutions and
a higher plane
of communication
leverage existing and new networks to unlock value
services to enhance value, improve productivity
and enhance business performance.
and gain competitive advantage.
IP Telephony
Contact Centers
Unified Communication
Services
© 2003 Avaya Inc.
All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and may be registered in certain jurisdictions.
All trademarks identified by ®, SM and TM are registered trademarks, service marks or trademarks respectively.
All other trademarks are properties of their respective owners. FORTUNE 500 is a registered trademark of Time, Inc.
Printed in the U.S.A. 05/03 · MID2122
avaya.com
