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Northern Telecom M5212 ACD General Description, Installation And Maintenance

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297-2041-900
DMS-100 Family
M5212 ACD Set
General Description, Installation, and
Maintenance
BCS33 and up
Standard 02.01
October 1991

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  • Page 1 297-2041-900 DMS-100 Family M5212 ACD Set General Description, Installation, and Maintenance BCS33 and up Standard 02.01 October 1991...
  • Page 3 Copyright © Northern Telecom 1991 All rights reserved. Information is subject to change without notice. Northern Telecom reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant. DMS , DMS-100, DMS SuperNode , MAP, Teladapt, and NT are trademarks of Northern Telecom.
  • Page 4 Publication history October 1991 BCS33 Standard 02.01 release • Added feature NC0288, Call Park • Added feature NC0288, Directed Call Park • Added information about volume settings for recommended headsets March 1991 BCS32 Standard 01.01 release First release of this document Revision bars in the table of contents identify the sections where technical information has been changed.

  • Page 5: Table Of Contents

    Permanently assigned keys 3-5 Assignable feature keys 3-7 Headset operations 3-7 Installation procedures Unpacking 4-1 Installation 4-1 Verification procedures and maintenance Maintenance 5-1 Verification test routines 5-1 Loop check 5-1 M5212 ACD Set General Description, Installation, and Maintenance BCS33 and up...
  • Page 6 Recommended headsets 2-3 Table 2-6 Recommended headsets 2-4 Table 2-7 RJ to PJ Adapters 2-4 Table 3-1 Tone Characteristics 3-3 Table 3-2 Headset Operations 3-8 Table 6-1 M5212 ACD set stocklist of field replaceable parts 6-1 297-2041-900 Standard 02.01 October 1991...

  • Page 7: About This Document

    The Office Feature Record (D190) lists your current BCS and the NT feature packages in it. You can view similar information on a MAP (maintenance and administration position) terminal by typing >PATCHER;INFORM LIST ;LEAVE and pressing the Enter key. M5212 ACD Set General Description, Installation, and Maintenance BCS33 and up...

  • Page 8: How M5212 Acd Set Documentation Is Organized

    About this document How M5212 ACD Set documentation is organized This document is part of M5212 ACD Set documentation that supports the Northern Telecom line of M5212 ACD Set products. M5212 ACD Set documentation is a subset of the DMS-100 Family library.

  • Page 9: What Precautionary Messages Mean

    Subscriber service will be lost if you accidentally remove a card from the active unit of the peripheral module (PM). Before continuing, confirm that you are removing the card from the inactive unit of the PM. M5212 ACD Set General Description, Installation, and Maintenance BCS33 and up...

  • Page 11: Introduction

    Introduction The M5212 ACD telephone set with display and two headset ports has been designed specifically for use with ACD applications. The M5212 is equipped with: • 11 buttons with associated liquid crystal display (LCD) indicators that may be assigned to features or line appearances •...

  • Page 12: Dimensions

    1-2 Introduction Dimensions The exterior dimensions of the M5212 ACD set are: Table 1-1xxx Physical Dimensions Dimension Inches length 226.5 width 208.0 height (front) 27.5 height (rear) 73.5 2.88 External Connectors The modular jacks for the line cord, handset cord and headset cord are located on the bottom of the set.

  • Page 13: Specifications

    Specifications The M5212 ACD set meets or exceeds the functionality standards currently attained by other members of the M5000 terminal portfolio. LCD Indicators The M5212 has 12 feature keys with associated LCD indicators. Of these 12 keys, 11 are assignable, and one has a fixed position. The LCD...

  • Page 14: Reliability

    2-2 Specifications One feature button is permanently assigned to toggle the handset mute on or off. The mute handset LCD indicator will indicate the following states: Table 2-2xxx Mute handset LCD indicators On/Off Hook - Mute On/Off LCD State Handset on-hook LCD Off Handset off-hook - mute off LCD Off...

  • Page 15: Recommended Headsets

    Table 2-5xxx Recommended headsets Manufacturer Type Model no. Recommended Volume Settings Plantronics HSB552-1, Supra VOL. II Plantronics MHB528-2, Supra 00110101 VOL. I M5212 ACD Set General Description, Installation, and Maintenance BCS33 and up...
  • Page 16 2,6,7 for S-3 WARNING Potential safety hazard. Northern Telecom has performed tests to confirm the electric and acoustical compatibility of these headsets with the M5212. No test has been performed, and no representation is made, as to the safety of these headsets.

  • Page 17: Environmental And Safety Considerations

    Subpart J or Part 15 of FCC rules for class A computing devices. Vibration and shock The M5212 ACD Set was designed to continue to work to specifications after being subjected to the following vibrations in each of three orthogonal directions for 90 minutes: •...

  • Page 18: Powering Requirements

    DMS-100 or DMS-250. The 6X21AC card supports one business set per line card. Powering Requirements The M5212 ACD set is powered through both its loop connection to the CO and through an external power supply. Loop power Loop power is supplied by a balanced 440 Ohm battery feed from the switching equipment.
  • Page 19 Teladapt connector T-adapter or I-adapter * Leads wired only if remote dc supply exists NE267QA ** Leads used only if local plug-in ac power supply present M5212 ACD Set General Description, Installation, and Maintenance BCS33 and up...

  • Page 21: Operations And Features

    Operations and features An ACD agent using the M5212 ACD Set can answer ACD calls, answer or place non-ACD voice calls, and operate selected DMS-100 features. All supported features can be accessed through 10 of the 11 assignable feature keys provided on the set. Feature key one is always reserved for the IN CALLS key.
  • Page 22 3-2 Operations and features Figure 3-1xxx M5212 ACD Set LCD Panel meridian Speaker Grille Mute Handset (12) Feature Key (9) Feature Key (11) Feature Key (8) Feature Key (10) Feature Key (7) Hold Feature Key (6) Feature Key (5) Directory Number...

  • Page 23: Alphanumeric Display

    A locally generated buzzer (500 Hz) tone is used for call waiting and off-hook alerting. All other telephony tones are provided by the switching equipment from a tone card. The various tones heard on the M5212 ACD set are defined as follows: Table 3-1xxx Tone Characteristics...

  • Page 24: Loudspeaker

    Feature operations The M5212 ACD set provides access to features specifically designed to help ACD agents perform their jobs, as well as basic business set features incumbent to the M5000 terminal line. There are 11 assignable feature key/LCD indicator pairs to which the ACD and/or business set features may be mapped.

  • Page 25: Permanently Assigned Keys

    Using any of the following permanently assigned keys will change the alphanumeric display window or the status of other feature keys’ LCDs. However, these keys do not themselves have LCD indicators. M5212 ACD Set General Description, Installation, and Maintenance BCS33 and up...
  • Page 26 (not busy line) until the handset is replaced in its cradle. If the headset is being used, the M5212 ACD set will be available to receive another call.

  • Page 27: Assignable Feature Keys

    • Call Park • Directed Call Park Refer to the M5212 ACD Set User’s Guide for instructions on how to use these features. Headset operations The M5212 ACD set is compatible with several commercially available headsets that use an RJ-type modular connector, or a PJ connector. Headset operations are the same, regardless of the type of headset used.
  • Page 28 3-8 Operations and features Table 3-2xxx Headset Operations Initial State Action Result Verification Idle or Active Insert headset Enable Generates off-hook condition (IN CALLS and Mute Handset LCD indicators turn ON). Active Depress RELEASE Disable Generates release message. headset (Rls) key Call disconnects.

  • Page 29: Installation Procedures

    If for any reason the phone set must be returned to Northern Telecom, be sure that it is packed in the original container as shown in Figure 4-1 on page 4-4 in order to avoid damage during shipment.
  • Page 30 4-2 Installation procedures Procedure 4-1xxx M5212 ACD Set Installation (continued) Step Action Connect the four-conductor Teladapt connector at the coiled end of the handset cord to the handset Teladapt receptacle. Connect the Teladapt connector at the straight end of the handset cord to the Teladapt receptacle in the base of the telephone.
  • Page 31 Never touch uninsulated telephone wires or terminals unless the telephone line has been disconnected at the network interface. Use caution when installing or modifying telephone lines. M5212 ACD Set General Description, Installation, and Maintenance BCS33 and up...
  • Page 32 4-4 Installation procedures Figure 4-1xxx M5212 ACD Set packaging Key Caps (In plastic pouch) Line Cord Transformer (In box) Prior to insertion into shipping container, place phone and handset into plastic pouches Key Designation Labels and User Guide 297-2041-900 Standard 02.01 October 1991...
  • Page 33 Add-on Unit, if equipped Teladapt Connectors Headset port for electret (RJ) type headset Rubber Foot Headset port for carbon or Note: Case support screw positions: equivalent (PJ) type headset M5212 ACD Set General Description, Installation, and Maintenance BCS33 and up...
  • Page 34 4-6 Installation procedures Figure 4-3xxx M5212 ACD Set loop connection Connector may be plugged into either one of the two jacks. Display Panel (T-adapter required for operation with M536. ACD set I-adapter recommended with M518.) Connecting Block (wall or baseboard mounted)

  • Page 35: Verification Procedures And Maintenance

    Engineering, that if observed, will make impulse noise, background noise, and crosstalk compatibility unlikely. A loop check should be performed prior to installing the M5212 ACD set. Installation includes verification that on power up, the set displays set type, firmware version, and no RAM or ROM failures.

  • Page 36: Polarity Check

    5-2 Verification Procedures and Maintenance Polarity Check The M5212 ACD set is polarity sensitive. If problems occur when the set is put into service, take the following actions: Procedure 5-1xxx Polarity check Step Action Go off hook, either by lifting the handset or pressing a DN key. If the set does not respond (no dial tone) after 20 seconds, check the polarity of the tip and ring leads (tip +, ring -).

  • Page 37: Procedure

    Dial Pad key 9 LCDs 1 & 8 ON Soft Reset, LCD ON Dial Pad key 0 LCDs 2 & 8 ON Soft Reset, LCD ON - continued - M5212 ACD Set General Description, Installation, and Maintenance BCS33 and up...

  • Page 38: Procedure

    5-4 Verification Procedures and Maintenance Procedure 5-3xxx Station ringer test (continued) Step Key or Switch Response Observed Messages Used Operated Dial Pad key * All LCDs ON Soft Reset, LCD ON Save Indicator Status Dial Pad key # ALL LCDs OFF Soft Reset Feature key 1 LCD 1 ON...
  • Page 39 (Step 37) and repeat the station ringer test. HOLD key LCDs 1 to 10 ON, 10/10 Soft Reset, LCD ON displayed on LCD screen HOLD key Display is cleared Hard Reset, Clear display M5212 ACD Set General Description, Installation, and Maintenance BCS33 and up...
  • Page 41 Teladapt connectors, key lenses and labels can be changed. If an M5212 ACD set fails to function properly, or if a mechanical breakage occurs, repairs in the field should not be attempted. The unit should be returned to the manufacturer.

  • Page 42: 6-2 Ordering Information

    6-2 Ordering information Table 6-1xxx M5212 ACD set stocklist of field replaceable parts (continued) Description Ordering code Engineering code Handset Cord, 2.8 m (9 ft) long, A0327131 NE-H4DUQC-35 Chameleon-gray Handset Cord, 2.8m (9 ft) long, Black A0327133 NE-H4DUQC-03 Label, Button Cover, Clear...
  • Page 43 (agent) positions Batch change supplement A DMS-100 Family software release Batch Change Supplement Directory Number Electronic Business Set Electronic Telephone Set (alias for Electronic Business Set) M5212 ACD Set General Description, Installation, and Maintenance BCS33 and up...

  • Page 44: 7-2 List Of Terms

    LCD lamps A liquid crystal display located alongside each of the 12 feature keys on the M5212 ACD set. The display can show a black diamond indicator (lamp) against each feature key. The indicator has four states: off, on, flashing (60...
  • Page 46 DMS-100 Family M5212 ACD Set General Description, Installation, and Maintenance © 1991 Northern Telecom All rights reserved. Information is subject to change without notice. Northern Telecom reserves the right to make changes in design or components as progress in engineering and manufacturing may warrant.

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