Lucent Technologies CALLMASTER Manuale utente

CALLMASTER® V Telephone Console

User’s Guide

555-233-735

Comcode 108488222

Issue 1

September 1999

The CALLMASTER V Telephone Console. . . . . . . . . . . . . 1

Headset Connections with the CALLMASTER V. . . . . . 2

Compatible Headpieces. . . . . . . . . . . . . . . . . . . . . . . . . . 3

The CALLMASTER V Recorder Interface. . . . . . . . . . . . 3

The Softkeys. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Using the Softkey Feature Menus. . . . . . . . . . . . . . . . . . 4

Other Softkey Features That May Be On Your Display. 4

Call-Handling Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Getting Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Selecting a Personalized Ring . . . . . . . . . . . . . . . . . . . . . . 8

Voice and Display Features . . . . . . . . . . . . . . . . . . . . . . . . 8

Operating Range Requirements. . . . . . . . . . . . . . . . . . . . . 9

Telephone Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Important Safety Warnings for Installation . . . . . . . . . 10

Desktop Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Wall Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Installing the Designation Card . . . . . . . . . . . . . . . . . . 13

Orderable Cards and Equipment . . . . . . . . . . . . . . . . . 14

CALLMASTER® V Telephone Console User’s Guide

NOTICE

While reasonable efforts were made to ensure that the information in this

document was complete and accurate at the time of printing, Lucent

Technologies 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: Lucent Technologies BCS Publications Center

2855 N. Franklin Road

Indianapolis, IN 46219

Domestic: 1 800 457-1235 International: 1 317 322-6791

Domestic Fax: 1 800 457-1764 International Fax: 1 317 322-6699

Order: Document No. 555-233-735

Issue 1, September 1999

HEARING AID COMPATIBILITY

The CALLMASTER V telephone console is Hearing Aid Compatible (HAC)

when used with HAC headsets, and thus all units have “HAC” printed on them.

YOUR RESPONSIBILITY FOR YOUR SYSTEM’S SECURITY

You are responsible for the security of your system. Lucent Technologies does

not warrant that this product is immune from or will prevent unauthorized use

of common-carrier telecommunication services or facilities accessed through

or connected to it. Lucent Technologies will not be responsible for any charges

that result from such unauthorized use. Product administration to prevent

unauthorized use is your responsibility and your system manager should read

all documents provided with this product to fully understand the features

available that may reduce your risk of incurring charges.

TRADEMARKS

DEFINITY, AUDIX, and CALLMASTER are registered trademarks of Lucent

Technologies.

Mirage, Star Set, and Supra are registered trademarks of Plantronics, Inc.

FCC REGULATIONS

The FCC requires us to provide the following warning for Class B residential

installations.

WARNING: 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 in a residential 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 and

television communications. However, there is no guarantee that interference

will not occur in a particular installation. If this equipment does cause harmful

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:

• Reorient or relocate the receiving antennae.

• Increase the separation between the equipment and receiver.

• Connect the equipment into an outlet on a circuit different from that

to which the receiver is connected.

• Consult the dealer or an experienced radio/tv technician for help.

CALLMASTER® V Telephone Console User’s Guide

iii

OBTAINING PRODUCTS

To learn more about Lucent Technologies products and to order any of these

products, contact Lucent Direct, the direct-market organization of Lucent

Technologies Business Communications System. Access their web site at

www.lucentdirect.com or call the following numbers: customers should call

1 800 451-2100 or account executives can contact Lucent Direct at

1 800 778 1880 (voice) or 1 800 778-1881 (fax).

THE “CE” MARK

If the “CE” mark is affixed to this equipment. it means that it conforms to the

European Union Electromagnetic Compatibility Directive (89/336/EEC) and

the Low Voltage Directive (73/23/EEC).

IMPORTANT USER SAFETY

INSTRUCTIONS

The most careful attention has been devoted to quality standards in the

manufacture of your new telephone. Safety is a major factor in the design of

every set. But, safety is YOUR responsibility too.

Please read carefully the helpful tips listed below and on the next page. These

suggestions will enable you to take full advantage of your new voice terminal.

Then, retain these tips for later use.

!CAUTION:

This telephone is NOT for residential use. It is for business systems

applications ONLY. It will NOT operate on public networks. It MUST

BE connected to a DEFINITY Enterprise Communications Server.

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.

Use

When using your telephone equipment, 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 telephone.

Middletown, New Jersey 07748-1998 Printed in USA

CALLMASTER® V Telephone Console User’s Guide

•This telephone can be hazardous if immersed in water. To avoid the

possibility of electric shock, do not use it while you are wet. If you

accidentally drop the telephone into water, do not retrieve it until you have

first unplugged the line cord from the modular wall jack. Then, call service

personnel to ask about a replacement.

•Avoid usingthe telephone duringelectrical storms in your immediate area.

There is a 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 equipment 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

telephone. If liquid is spilled, however, refer servicing to proper service

personnel.

•To reduce the risk of electric shock, do not disassemble this telephone.

There are no user serviceable parts. Opening or removing covers may

expose you to hazardous voltages. Incorrect reassembly can cause

electric shock when the telephone is subsequently used.

Service

1. Before cleaning, unplug the telephone from the modular wall jack. Do

not use liquid cleaners or aerosol cleaners. Use a damp cloth for

cleaning.

2. Unplug the telephone from the modular wall jack. Be sure to refer

servicing to qualified service personnel when these conditions exist:

— If liquid has been spilled into the telephone.

— If the telephone has been exposed to rain or water.

— If the telephone has been dropped or the housing has been

damaged.

— If you note a distinct change in the performance of the telephone.

SAVE THESE INSTRUCTIONS

When you see this warning symbol on the product, refer

to this instructions booklet packed with the product for

more information before proceeding.

CALLMASTER® V Telephone Console User’s Guide 555-233-735 Issue 1

The CALLMASTER V Telephone Console 1

The CALLMASTER V Telephone Console

The CALLMASTER®V telephone has been specially designed for use with the

Automatic Call Distribution (ACD) system and the many features of the

DEFINITY®Enterprise Communications Server (ECS) and the DEFINITY®

Communications System Generic 1, Generic 2, and Generic 3. This

telephone is designed to be used with a headset in a 2-wire environment.

Note: Power for the CALLMASTER V telephone, including the headset,

comes from the DEFINITY switch through the 2-wire DCP line.

The CALLMASTER V also has a built-in Recorder Interface which allows you

to connect the telephone to a recording device so that you can record all voice

interactions. For more information about this interface, see “The

CALLMASTER V Recorder Interface” on page 3.

Note: The tape recorder used with the CALLMASTER V telephone must be

purchased by the user; it is

not

provided with the telephone.

Figure 1 below shows a front view of the CALLMASTER V telephone. The

features of the telephone are explained after the figure.

Note: For a rear view of the telephone, see Figure 4 on page 9.

FIGURE 1 The CALLMASTER V Telephone Console, Front View

PQRS

DEF

Speaker

Mute Hold

Redial

Transfer

Test Ring

ABC

GHI

MNOJKL

TUV WXYZ

Volume

Tel #

CALLMASTER V

Menu Exit Prev Next

Conf

CALLMASTER® V Telephone Console User’s Guide 555-233-735 Issue 1

The CALLMASTER V Telephone Console 2

The following features correspond to the numbers in Figure 1.

Note: Two feature buttons must be administered in the following ways:

• One of the feature buttons must be designated as the

Headset On/Off button;

•The Release feature must be administered on a second feature

button.

Headset Connections with the CALLMASTER V

The headset connection for the CALLMASTER V consists of a headpiece

(shown as 1in Figure 2 below) which is plugged into an adapter cord (shown

as 2).

Note: Your system manager MUST administer a button on your

set. Use this button to turn your headset on and off. For instructions for

using this feature button, see “Headset On/Off” in the section titled

Call-Handling Features.

FIGURE 2 The Headset Connected to One of the Headset Jacks (shown

as 3) on the CALLMASTER V Telephone

1) Telephone Notepad 8) Volume control button

2) Mute (or ) button 9) Display

3) Speaker (or ) button 10) Softkeys

4) Transfer/Test (or ) button 11) Display control buttons

5) Redial (or ) button 12) Hold (or ) button

6) Conf/Ring (or ) button 13) Call appearance/feature buttons

(See Note immediately below)

7) Dial pad 14) Message light — labeled

Headset On/Off

CALLMASTER® V Telephone Console User’s Guide 555-233-735 Issue 1

The CALLMASTER V Telephone Console 3

Compatible Headpieces

The following Lucent Technologies headpieces can be used with these

telephones:

—Mirage®— Receiver fits over either ear. Not for noisy environments.

—StarSet®— Eartip fits in ear canal.

—Supra®— Adjustable headband and soft ear cushion.

—Encore® —Advanced sound technology with adjustable headband

and soft ear cushion.

—TriStar®— Advanced headpiece which fits over the ear.

The CALLMASTER V Recorder Interface

The CALLMASTER V’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

13.5 seconds, notifies the agent and the calling party that the call is being

recorded.

Be aware that this tone may be a legal requirement.

The Softkeys

The softkeys are the four unlabeled round keys located directly below the

display. The four round display control buttons, labeled Menu, Exit, Prev, and

Next are located under the softkeys. See Figure 3.

FIGURE 3 The Display, Softkeys, and Display Control Buttons

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.

Softkeys

Display

NextPrevMenu Exit

control buttons

CALLMASTER® V Telephone Console User’s Guide 555-233-735 Issue 1

Call-Handling Features 4

Using the Softkey Feature Menus

There are three separate softkey feature menus. Each of these menus allows

you to select from four different features.

You can enter Softkey Mode (and view the softkey feature menu) by pressing

the display control button labeled Menu or . The following is an example

of a softkey feature menu.

The top line of each softkey feature menu screen shows you the status of

each of the four features. An arrow appears above the feature name or

abbreviation if that feature is active. In the above example, the arrow above

the Timer feature indicates that feature is active.

The second line on each softkey feature menu shows the features you can

access. To use any of these features, you must press the softkey below the

feature name or abbreviation.

Press the Next or Prev button until the feature you want to use appears on the

display.

Note: An error tone (one beep) sounds when you have made an

inappropriate softkey entry.

Press the Exit button at any time to exit the softkey feature menus and

return to normal call-handling operation.

Other Softkey Features That May Be On Your Display

There are 12 default features that can be accessed with the softkeys on a

CALLMASTER V telephone. However, the system manager may substitute

other softkey features in their place.

Call-Handling Features

HEADSET ON/OFF

The system administrator should have administered a button on

your CALLMASTER V telephone.

To turn on your headset

1. Press .

The green light next to the button goes on to remind you the headset is

active.

To turn off your headset

1. Press again.

Dir Drop HFAns Timer

Headset On/Off

CALLMASTER® V Telephone Console User’s Guide 555-233-735 Issue 1

Call-Handling Features 5

The green light next to the button goes off.

CONFERENCE

The Conference feature allows you to conference up to six parties (including

yourself) on a call.

To add another party to a call (for a total of six parties)

1. Press (or ). [dial tone]

2. Dial the number of the new party and wait for an answer.

3. When you want to add the new person, press (or )

again.

4. Repeat Steps 1 through 3 for additional conference connections.

To add a call you have put on hold to another call you are connected to

1. Press (or ). [dial tone]

2. Press the call appearance button of the call on hold (first call).

3. Press (or )again.

To drop the last person added to the conference call

1. With a display: Press the Menu button and then press the softkey

below Drop.

Without a display: Press the button (if administered).

HOLD

The Hold feature puts a call on hold until you can return to it.

To put a call on hold while you answer another call or perform another

task

1. Press (or ).

To answer a new call while active on another

1. Press (or ).

2. Press the call appearance button of the incoming call.

To return to the held call

1. Press the call appearance button of the held call.

REDIAL

The Redial (or Last Number Dialed) feature automatically redials the last

extension or outside number (up to 24 digits) you dialed.

To redial the last number that you dialed

1. Press (or ).

Conf

Drop

Hold

Redial

CALLMASTER® V Telephone Console User’s Guide 555-233-735 Issue 1

Call-Handling Features 6

RELEASE

An ACD agent can press to disconnect from a call.

To disconnect from a call

1. Press .

Note: Pressing is faster than waiting for a caller or trunk to

disconnect and enables you to perform other ACD or voice

terminal procedures sooner. You

do not

hear dial tone after you

press .

If you want to disconnect from a call and then place another

call, you can press instead.

SPEAKER (LISTEN-ONLY) and GROUP LISTEN

The Speaker feature allows you to place calls or access other features without

using the headset. However, in order to speak to the other party, you must use

the headset. With the Group Listen feature, the headset and speaker are

active at the same time.

To use the listen-only speaker to place a call without using the headset

or for any listening-only feature (such as monitoring a call on which

you have been put on hold or for group listening)

1. Press (or ).

2. Place a call or access the selected feature.

3. Adjust speaker volume if necessary:

To raise the volume, press the right half of the Speaker Volume control

button labeled ; to lower the volume, press the left half of the

Speaker Volume control button labeled .

The display shows the volume level: (There are eight volume levels.)

To end a call (while the headset is off and only the speaker is active)

1. Press (or ).

To activate the speaker while using the headset so that both are active at

the same time (the Group Listen feature)

1. While you are using the headset, activate the speaker by pressing

(or ).

To turn off the speaker and return to headset use

1. Press (or ).

Release

Drop

Spkr

->>>>>> +

Spkr

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