Avaya Definity Callmaster IV User And Installation Instructions Manual

CALLMASTER® IV Voice Terminal User
and Installation Instructions

555-015-171

Issue 5

August 2005

Copyright 2005, Avaya Inc.
All Rights Reserved

Notice

Every effort was made to ensure that the information in this document
was complete and accurate at the time of printing. However, information
is subject to change.

Warranty

Avaya Inc. provides a limited warranty on this product. Refer to your
sales agreement to establish the terms of the limited warranty. In
addition, Avaya’s standard warranty language as well as information
regarding support for this product, while under warranty, is available
through the following Web site: http://www.avaya.com/support

Preventing Toll Fraud

“Toll fraud” is the unauthorized use of your telecommunications system
by an unauthorized party (for example, a person who is not a corporate
employee, agent, subcontractor, or is not working on your company's
behalf). Be aware that there may be a risk of toll fraud associated with
your system and that, if toll fraud occurs, it can result in substantial
additional charges for your telecommunications services.

Avaya Fraud Intervention

If you suspect that you are being victimized by toll fraud and you need
technical assistance or support, in the United States and Canada, call the
Technical Service Center's Toll Fraud Intervention Hotline at
1-800-643-2353.

Disclaimer

Avaya is not responsible for any modifications, additions or deletions to
the original published version of this documentation unless such
modifications, additions or deletions were performed by Avaya. Customer
and/or End User agree to indemnify and hold harmless Avaya, Avaya's
agents, servants and employees against all claims, lawsuits, demands
and judgments arising out of, or in connection with, subsequent
modifications, additions or deletions to this documentation to the extent
made by the Customer or End User.

How to Get Help

For additional support telephone numbers, go to the Avaya support Web
site: http://www.avaya.com/support

• Within the United States, click the Escalation Contacts link
that is located under the Support Tools heading. Then click
the appropriate link for the type of support that you need.

• Outside the United States, click the Escalation Contacts link
that is located under the Support Tools heading. Then click
the International Services link that includes telephone
numbers for the international Centers of Excellence.

Providing Telecommunications Security

Telecommunications security (of voice, data, and/or video
communications) is the prevention of any type of intrusion to (that is,
either unauthorized or malicious access to or use of) your company's
telecommunications equipment by some party.

Your company's “telecommunications equipment” includes both this
Avaya product and any other voice/data/video equipment that could be
accessed via this Avaya product (that is, “networked equipment”).

An “outside party” is anyone who is not a corporate employee, agent,
subcontractor, or is not working on your company's behalf. Whereas, a
“malicious party” is anyone (including someone who may be otherwise
authorized) who accesses your telecommunications equipment with
either malicious or mischievous intent.

Such intrusions may be either to/through synchronous (time-multiplexed
and/or circuit-based) or asynchronous (character-, message-, or
packet-based) equipment or interfaces for reasons of:

• Utilization (of capabilities special to the accessed equipment)

• Theft (such as, of intellectual property, financial assets, or toll
facility access)

• Eavesdropping (privacy invasions to humans)

• Mischief (troubling, but apparently innocuous, tampering)

• Harm (such as harmful tampering, data loss or alteration,
regardless of motive or intent)

Be aware that there may be a risk of unauthorized intrusions associated
with your system and/or its networked equipment. Also realize that, if
such an intrusion should occur, it could result in a variety of losses to your
company (including but not limited to, human/data privacy, intellectual
property, material assets, financial resources, labor costs, and/or legal
costs).

. If you are:

.

Responsibility for Your Company’s Telecommunications Security

The final responsibility for securing both this system and its networked
equipment rests with you - Avaya’s customer system administrator, your
telecommunications peers, and your managers. Base the fulfillment of
your responsibility on acquired knowledge and resources from a variety
of sources including but not limited to:

• Installation documents

• System administration documents

• Security documents

• Hardware-/software-based security tools

• Shared information between you and your peers

• Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and
your peers should carefully program and configure:

• Your Avaya-provided telecommunications systems and their
interfaces

• Your Avaya-provided software applications, as well as their
underlying hardware/software platforms and interfaces

• Any other equipment networked to your Avaya products

TCP/IP Facilities

Customers may experience differences in product performance, reliability
and security depending upon network configurations/design and
topologies, even when the product performs as warranted.

Standards Compliance

Avaya Inc. is not responsible for any radio or television interference
caused by unauthorized modifications of this equipment or the
substitution or attachment of connecting cables and equipment other
than those specified by Avaya Inc. The correction of interference caused
by such unauthorized modifications, substitution or attachment will be the
responsibility of the user. Pursuant to Part 15 of the Federal
Communications Commission (FCC) Rules, the user is cautioned that
changes or modifications not expressly approved by Avaya Inc. could
void the user’s authority to operate this equipment.

Product Safety Standards

This product complies with and conforms to the following international
Product Safety standards as applicable:

Safety of Information Technology Equipment, IEC 60950, 3rd Edition, or
IEC 60950-1, 1st Edition, including all relevant national deviations as
listed in Compliance with IEC for Electrical Equipment (IECEE) CB-96A.

Safety of Information Technology Equipment, CAN/CSA-C22.2
No. 60950-00 / UL 60950, 3rd Edition, or CAN/CSA-C22.2 No.
60950-1-03 / UL 60950-1.

Safety Requirements for Information Technology Equipment, AS/NZS
60950:2000.

One or more of the following Mexican national standards, as applicable:
NOM 001 SCFI 1993, NOM SCFI 016 1993, NOM 019 SCFI 1998

Electromagnetic Compatibility (EMC) Standards

This product complies with and conforms to the following international
EMC standards and all relevant national deviations:

Limits and Methods of Measurement of Radio Interference of Information
Technology Equipment, CISPR 22:1997, EN55022:1998, and AS/NZS

3548.
Information Technology Equipment – Immunity Characteristics – Limits

and Methods of Measurement, CISPR 24:1997 and EN55024:1998,
including:

• Electrostatic Discharge (ESD) IEC 61000-4-2

• Radiated Immunity IEC 61000-4-3

• Electrical Fast Transient IEC 61000-4-4

• Lightning Effects IEC 61000-4-5

• Conducted Immunity IEC 61000-4-6

Federal Communications Commission Statement
Part 15:

Note: This equipment has been tested and found to comply with
the limits for a Class B digital device, pursuant to Part 15 of the
FCC Rules. These limits are designed to provide reasonable
protection against harmful interference when the equipment is
operated in a commercial environment. This equipment generates,
uses, and can radiate radio frequency energy and, if not installed
and used in accordance with the instruction manual, may cause
harmful interference to radio communications. Operation of this
equipment in a residential area is likely to cause harmful
interference in which case the user will be required to correct the
interference at his own expense.

Part 68: Answer-Supervision Signaling

Allowing this equipment to be operated in a manner that does not provide
proper answer-supervision signaling is in violation of Part 68 rules. This
equipment returns answer-supervision signals to the public switched
network when:

• answered by the called station,

• answered by the attendant, or

• routed to a recorded announcement that can be administered

This equipment returns answer-supervision signals on all direct inward
dialed (DID) calls forwarded back to the public switched telephone
network. Permissible exceptions are:

Avaya attests that this registered equipment is capable of providing users
access to interstate providers of operator services through the use of
access codes. Modification of this equipment by call aggregators to block
access dialing codes is a violation of the Telephone Operator Consumers
Act of 1990.

Canadian Department of Communications (DOC) Interference
Information

This Class B digital apparatus complies with Canadian ICES-003.
Cet appareil numérique de la classe B est conforme à la norme

NMB-003 du Canada.
This equipment meets the applicable Industry Canada Terminal

Equipment Technical Specifications. This is confirmed by the registration
number. The abbreviation, IC, before the registration number signifies
that registration was performed based on a Declaration of Conformity
indicating that Industry Canada technical specifications were met. It does
not imply that Industry Canada approved the equipment.

Declarations of Conformity

United States FCC Part 68 Supplier’s Declaration of Conformity (SDoC)
Avaya Inc. in the United States of America hereby certifies that the

equipment described in this document and bearing a TIA TSB-168 label
identification number complies with the FCC’s Rules and Regulations 47
CFR Part 68, and the Administrative Council on Terminal Attachments
(ACTA) adopted technical criteria.

Avaya further asserts that Avaya handset-equipped terminal equipment
described in this document complies with Paragraph 68.316 of the FCC
Rules and Regulations defining Hearing Aid Compatibility and is deemed
compatible with hearing aids.

Copies of SDoCs signed by the Responsible Party in the U. S. can be
obtained by contacting your local sales representative and are available
on the following Web site: http://www.avaya.com/support

All Avaya media servers and media gateways are compliant with FCC
Part 68, but many have been registered with the FCC before the SDoC
process was available. A list of all Avaya registered products may be
found at: http://www.part68.org
manufacturer.

Trademarks

Avaya Communication Manager is a trademark of Avaya, Inc. All other
trademarked items are the property of their respective owners.

European Union Declarations of Conformity

by the customer premises equipment (CPE) user.

• A call is unanswered.

• A busy tone is received.

• A reorder tone is received.

by conducting a search using “Avaya” as

.

Japan

This is a Class B product based on the standard of the Voluntary Control
Council for Interference by Information Technology Equipment (VCCI). If
this equipment is used in a domestic environment, radio disturbance may
occur, in which case, the user may be required to take corrective actions.

To order copies of this and other documents:

Call: Avaya Publications Center

Voice 1.800.457.1235 or 1.207.866.6701
FAX [phone] or 1.207.626.7269

Write: Globalware Solutions

200 Ward Hill Avenue
Haverhill, MA 01835 USA

Attention: Avaya Account Management
E-mail: [e-mail]
For the most current versions of documentation, go to the Avaya support

Web site: http://www.avaya.com/support

.

Avaya Inc. declares that the equipment specified in this document
bearing the “CE” (Conformité Europeénne) mark conforms to the
European Union Radio and Telecommunications Terminal Equipment
Directive (1999/5/EC), including the Electromagnetic Compatibility
Directive (89/336/EEC) and Low Voltage Directive (73/23/EEC). This
equipment has been certified to meet CTR3 Basic Rate Interface (BRI)
and CTR4 Primary Rate Interface (PRI) and subsets thereof in CTR12
and CTR13, as applicable.

Copies of these Declarations of Conformity (DoCs) can be obtained by
contacting your local sales representative and are available on the
following Web site: http://www.avaya.com/support

.

Contents

Your CALLMASTER IV Voice Terminal 7

■ Overview 7

■ The Headset (or the Handset) 7

■ The Recorder Interface 8

■ Organization of This Guide 8

■ Conventions 9

■ Feature Descriptions 9

■ Installation 12

Checklist of Parts 12
Orderable Equipment 12
Installation Procedures 14
Operating Range Requirements 15
The 2-Wire/4-Wire Line Adapter 15
DCP Line Interface 16
Testing the Headset or Handset 18
Labeling and Installing the Button-Designation Cards and Covers 19

■ Basic Voice Terminal Operations 20

Going Off-Hook 20
Raising or Lowering Receive Volume 20
Disconnecting from Calls 21
Feature Procedures 21

■ Technical Description 26

Physical Dimensions and Weight 26
Power Requirements 26
Environmental Requirements 26

Issue 5 August 2005 5

Contents

6 Issue 5 August 2005

Your CALLMASTER IV Voice
Te r m i n a l

Overview

Your CALLMASTER® IV voice terminal has been specially designed for use with
an Avaya Media Server.

This voice terminal has six buttons that can be used for either call appearances or
features and 15 buttons that are administered exclusively for features. It also has
a 2-line by 40-character liquid crystal display for showing call-related information,
and designated buttons for both the ACD Log In and Release features.

In addition, the CALLMASTER IV 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.

NOTE:

The tape recorder used with the CALLMASTER IV voice terminal must be
purchased by the user; it is not provided with the voice terminal.

The Headset (or the Handset)

Since the CALLMASTER IV 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 K2G2 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.)

NOTE:

Equipment used with previous versions of the CALLMASTER voice terminal
may not be compatible with the CALLMASTER IV.

Issue 5 August 2005 7

The Recorder Interface

NOTE:

If you have both a handset and a headset plugged into a CALLMASTER IV
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 IV’s Recorder Interface is designed for recording calls on a
standard 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.

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 guide is divided into four main sections:

Feature Descriptions—Use the drawing to locate the features on your

CALLMASTER IV 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 IV voice terminal.

Basic Voice Terminal Operations—Use the procedures here to go off-hook,

raise or lower the receive volume, and disconnect from calls.

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 IV voice
terminal.

8 Issue 5 August 2005