AT&T Not Availab User Manual

DEFINITY® CALLMASTER® II and

CALLMASTER

® III V oice 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

Communications Systems Publications Catalog

Business

(555-000-010).

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:

Radio-TV Interference Problems

. This booklet is available from the U.S.

How to Identify and Resolve

Government Printing Office, Washington, D.C. 20042, Stock No. 004-000-00345-4.

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.

Read and understand all instructions.

Follow all warnings and instructions marked on the voice terminal.

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.

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.

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.

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.

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.

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:

If liquid has been spilled into the voice terminal

If the voice terminal has been exposed to rain or water

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.

If the voice terminal has been dropped or the housing has been damaged

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:

AT&T 4-type protectors

ITW LINXLP-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.

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

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

and Generic 3 ACD Agent Instructions

, 555-204-722;

DEFINITY Generic 1

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).

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.

tone may be a legal requirement.

To generate this warning tone while

Be aware that this

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.

CONVENTIONS

The following conventions are used in the procedures:

bbbbbbb

xxxxx

cbbbbbbbc

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).

bbbbbbbb

Feature

cbbbbbbbbc

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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