AT&T Definity Callmaster II, Definity Callmaster III User And Installation Instructions Manual
DEFINITY®
CALLMASTER® II and
CALLMASTER
® III Voice Terminals
User and Installation Instructions
AT&T 555-015-168
COMCODE 107319659
Issue 1, August 1994
WARRANTY
All terms and conditions specified in your agreement with AT&T apply.
NOTICE
While reasonable efforts were made to ensure that the information in this
document was complete and accurate at the time of printing, AT&T can
assume no responsibility for any errors. Changes or corrections to the
information contained in this document may be incorporated into future
issues.
TO ORDER COPIES OF THIS DOCUMENT
Contact: AT&T Customer Information Center
2855 North Franklin Road
P.O. Box 19901
Indianapolis, Indiana 46219
1-800-432-6600,
In Canada: 1 800-255-1242
Order: Document No. 555-015-168
Issue 1, August 1994
For more information about AT&T documents, see
Business
Communications Systems Publications Catalog
(555-000-010).
Prepared by 1994 AT&T
AT&T GBCS Documentation Development All Rights Reserved
Middletown, New Jersey 07748 Printed in USA
1
HEARING AID COMPATIBILITY
This terminal is compatible with inductively coupled hearing aids as
prescribed by the Federal Communications Commission.
INTERFERENCE WARNING INFORMATION - Part 15 of FCC Rules
Federal Communications Commission (FCC) Rules require that you be
notified of the following:
This equipment has been tested and found to comply with the limits for a
Class A digital device, pursuant to Part 15 of the FCC Rules. These
limits are designed to provide reasonable protection against harmful
interference in a business installation. This equipment generates, uses,
and can radiate radio frequency energy and, if not installed and used in
accordance with the instructions, may cause harmful interference to
radio communications. However, there is no guarantee that interference
will not occur in a particular installation. If this equipment does cause
interference to radio or television reception, which can be determined by
turning the equipment off and on, the user is encouraged to try to correct
the interference by one or more of the following measures:
1 Reorient or relocate the receiving antenna.
2 Increase the separation between the equipment and receiver.
3 Connect the equipment into an outlet on a circuit different from that to
which the receiver is connected.
4 Consult the dealer or an experienced radio/TV technician for help.
You may find the following booklet, prepared by the Federal
Communications Commission, helpful:
How to Identify and Resolve
Radio-TV Interference Problems
. This booklet is available from the U.S.
Government Printing Office, Washington, D.C. 20042,
Stock No. 004-000-00345-4.
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IMPORTANT SAFETY INSTRUCTIONS
Only the most careful attention has been devoted to quality standards in
the manufacture of your new voice terminal. Safety is a major factor in
the design of every set. But, safety is YOUR responsibility too.
Please carefully read the helpful tips listed below and on the next page.
These suggestions will enable you to take the fullest advantage of your
new voice terminal. Retain these tips for later use.
Use
When using your voice terminal, the following safety precautions should
always be followed to reduce the risk of fire, electric shock, and injury to
persons.
d
Read and understand all instructions.
d
Follow all warnings and instructions marked on the voice terminal.
d
This voice terminal can be hazardous if immersed in water. If you
accidentally drop the voice terminal into water, do not retrieve it until
you have first unplugged the line cord from the modular wall jack. Do
not reconnect the voice terminal until it has dried thoroughly.
d
Avoid using the voice terminal during electrical storms in your
immediate area. There is a remote risk of electric shock from
lightning. Urgent calls should be brief. Even though protective
measures may have been installed to limit electrical surges from
entering your business, absolute protection from lightning is
impossible.
d
If you suspect a natural gas leak, report it immediately, but use a
telephone away from the area in question. The telephone’s electrical
contacts could generate a tiny spark. While unlikely, it is possible
that this spark could ignite heavy concentrations of gas.
d
Never push objects of any kind into the voice terminal through
housing slots since they may touch hazardous voltage points or short
out parts that could result in a risk of electric shock. Never spill liquid
of any kind on the voice terminal. If liquid is spilled, however, refer
servicing to proper service personnel.
d
To reduce the risk of electric shock, do not disassemble this voice
terminal. There are no user-serviceable parts inside. Opening or
removing covers may expose you to hazardous voltages. Incorrect
reassembly can cause electric shock when the voice terminal is
subsequently used. If your voice terminal does not work properly,
contact a qualified AT&T service technician.
3
Service
1 Before cleaning, unplug the voice terminal from the modular wall
jack. Do not use liquid cleaners or aerosol cleaners. Use a damp
cloth for cleaning.
2 Unplug the voice terminal from the modular wall jack and refer
servicing to qualified service personnel when these conditions exist:
d
If liquid has been spilled into the voice terminal
d
If the voice terminal has been exposed to rain or water
d
If the voice terminal does not operate normally by following the
operating instructions, adjust only those controls described in
these instructions. Do not attempt to adjust any other controls
since doing so may result in damage to the voice terminal and will
require extensive work by a qualified technician to restore the
voice terminal to normal operation.
d
If the voice terminal has been dropped or the housing has been
damaged
d
If you note a distinct change in the performance of the voice
terminal
WARNING: When this product is located in a separate building
from the telephone communications system, a line current protector
MUST be installed at the entry/exit points of ALL buildings through
which the line passes.
The following are the ONLY acceptable devices for use in this
application:
d
AT&T 4-type protectors
d
ITW LINXLP-type protectors
CAUTION: This voice terminal is NOT for residential use. It is for
business systems applications ONLY. Use in a residential
environment could result in an electrical short circuit when the
telephone wiring is set up to provide other applications, for
example, for appliance control or power transformers. The AC
power used in these applications may create a safety hazard by
placing a direct short circuit across the telephone wiring.
SAVE THESE INSTRUCTIONS
When you see this warning symbol on the product, refer
to the instructions booklet packed with the product for
information before proceeding.
4
Contents
Your CALLMASTER Voice Terminal ……………………………6
The Headset (or the Handset) ……………………………………6
The Recorder Interface ……………………………………………7
Organization of This Guide…………………………………………7
Conventions…………………………………………………………8
Feature Descriptions ………………………………………………9
Installation……………………………………………………………13
Checklist of Parts …………………………………………………13
Orderable Equipment ……………………………………………14
Installing the CALLMASTER Voice Terminals …………………15
Testing the Headset or Handset…………………………………20
Labeling and Installing the Button-Designation Strips…………20
Feature Procedures ………………………………………………22
Going Off-Hook ……………………………………………………22
Raising or Lowering Receive Volume …………………………22
Disconnecting From Calls ………………………………………23
Conference…………………………………………………………24
Drop…………………………………………………………………25
Hold…………………………………………………………………25
Mute ………………………………………………………………26
Select Ring (and Ringer Volume) ………………………………26
Self-Test……………………………………………………………27
Transfer ……………………………………………………………28
Technical Description ……………………………………………29
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Your CALLMASTER Voice Terminal
The AT&T CALLMASTER voice terminals referred to in this manual
include the CALLMASTER II and the CALLMASTER III models. Both of
these voice terminals have been specially designed for use with the
Automatic Call Distribution (ACD) system and the many features of
DEFINITY Generic 1, Generic 2, and Generic 3.
The CALLMASTER II and the CALLMASTER III are identical in
appearance. Each has six buttons that can be used for either call
appearances or features and 15 buttons that are administered
exclusively for features. They also have a 2-line supertwist liquid crystal
display for showing call-related information, and designated buttons for
both the ACD Log In and Release features.
The CALLMASTER II has a built-in Recorder Interface which allows you
to connect the voice terminal to a recording device so that you can
record all voice interactions. The CALLMASTER III does NOT have a
Recorder Interface. For easy identification of which model you are using,
see the model number printed on a sticker on the bottom of each
CALLMASTER voice terminal.
NOTE: The tape recorder used with CALLMASTER II voice terminal with
Recorder Interface must be purchased by the user; it is not provided with
the voice terminal.
For more information on using ACD features, see
DEFINITY Generic 1
and Generic 3 ACD Agent Instructions
, 555-204-722;
DEFINITY
Generic 2 and System 85 ACD Agent Instructions, 555-104-713;
DEFINITY Generic 1 and Generic 3 ACD Supervisor Instructions
,
555-230-724; and
DEFINITY Generic 2 and System 85 ACD Supervisor
Instructions, 555-104-714.
THE HEADSET (OR THE HANDSET)
Since the CALLMASTER voice terminal is most often used with a
headset, each set has two headset jacks, one on each side of the
housing, so that one or two headsets can easily be connected. The
voice terminal is immediately off-hook when the headset is plugged into
the voice terminal.
With the use of an optional handset D-Kit, a K-2G2 optional handset can
be added to the voice terminal. (See ‘‘Orderable Equipment’’ in the
Installation section of these instructions for Comcodes of the handset
D-Kits and individual parts.) This kit includes a handset and handset
cord, a PJ327 adapter so that the handset cord can be connected to one
of the headset jacks, and a cradle in which the handset can be kept
when it is not in use. (This cradle
cannot
be used as a switchhook).
1
If you have both a handset and a headset plugged into a CALLMASTER
voice terminal, you may want to unplug the handset when you are not
using it, since it can pick up nearby noises (such as papers being
shuffled) which may be heard over the headset.
THE RECORDER INTERFACE
The CALLMASTER II with Recorder Interface is designed for recording
calls on a standard analog tape recorder. [A recorder with AGC
(Automatic Gain Control) is recommended.] With this interface, a
warning tone, a soft beep repeated every 15 seconds, notifies the agent
and the calling party that the call is being recorded.
Be aware that this
tone may be a legal requirement.
To generate this warning tone while
using the Service Observing feature to monitor calls, the ACD split
supervisor must activate the listen/talk mode and remain in this mode
while the call is being recorded.
Important: The use of service observing features and call recording
features may be subject to federal, state, and local laws, rules, or
regulations and may be prohibited pursuant to the laws, rules, or
regulations or require the consent of one or both of the parties to the
conversation. Customers should familiarize themselves with and comply
with all applicable laws, rules, and regulations before using these
features.
ORGANIZATION OF THIS GUIDE
This user’s guide is divided into four main sections:
Feature Descriptions—Use the drawing to locate the features on your
CALLMASTER voice terminal; use the feature descriptions and
explanations to help you remember how these features are used.
Installation–Use the procedures listed in this section to install your
CALLMASTER voice terminal. The procedures are the same for both
the CALLMASTER II and CALLMASTER III.
Feature Procedures—Follow the procedures listed here to use the fixed
features on your voice terminal, those features you can use immediately.
Technical Description—This short section contains the dimensions,
power requirements, and environmental requirements for the
CALLMASTER voice terminal.
2
CONVENTIONS
The following conventions are used in the procedures:
cbbbbbbbc
bbbbbbb
xxxxx
This box represents a call appearance button,
which is used exclusively for placing or receiving
calls. The button has a red appearance light
and a green status light and is labeled with an
extension number (shown as xxxxx).
cbbbbbbbbc
bbbbbbbb
Feature
Each of these boxes represents a button to
which a feature has been assigned. The button
is labeled with a feature name.
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