Nortel DMS-100 Series User manual

297-2041-902
DMS-100 Family
M5216 Meridian ACD Set
Description, Installation, Operation, and
Maintenance Manual
Release 02.01 Standard February 1999

DMS-100 Family
M5216 Meridian ACD Set
Description, Installation, Operation, and
Maintenance Manual
NTP: 297-2041-902
Document status: Standard
Version: 02.01
Date: February 1999
© 1999 Northern Telecom
Printed in Canada
NORTHERN TELECOM CONFIDENTIAL: The information contained in this document is the property of Northern
Telecom. Except as specifically authorized in writing by Northern Telecom, the holder of this document shall keep the
information contained herein confidential and shall protect same in whole or in part from disclosure and dissemination to third
parties and use same for evaluation, operation, and maintenance purposes only.
The following are trademarks of Northern Telecom: Nortel, the Nortel globemark, DMS-100, Meridian.

iii
Publication history
297–2041–902 01.01 Standard February 1999
April 1997 Release 01.02 Standard version for NA004 and up.
February 1999
Release 02.01 Standard version changed from NA004 and up to CCM04 and
up.

iv Publication history
297–2041–902 02.01 Standard February 1999

v
Contents
297–2041–902 02.01 Standard February 1999
Publication history iii
Chapter 1: Introduction 1-1
General description 1-1
Physical characteristics 1-2
Other documentation 1-2
Chapter 2: Specifications 2-1
Environmental and safety considerations 2-1
Temperature 2-1
Relative humidity 2-1
Electromagnetic interference 2-1
Atmospheric pollution 2-1
Vibration 2-2
Shock 2-2
Line engineering 2-2
Loop power 2-2
External power 2-3
Chapter 3: Operations and features 3-1
Basic operations 3-1
Description of features 3-2
Basic features 3-4
Alphanumeric display 3-4
Features operation 3-5
Handset operation and Mute 3-7
In Calls key 3-7
Program key and local features 3-9
C.O. features 3-9
ACD and other business features 3-8
Headset operations 3-10
Tones 3-12
Switch generated tone characteristics 3-11

vi Contents
297–2041–902 01.01 Standard February 1999
Chapter 4: Installation 4-1
Installing the M5216 4-1
Wall mounting the M5216 4-5
Chapter 5: Verification procedures 5-1
Verification test routines 5-1
Maintenance 5-1
Loop check 5-1
Polarity check 5-2
Station Ringer test 5-3
Chapter 6: Replacement parts 6-1
Figures
Figure 3-1 M5216 keys and other components 3-2
Figure 3-2 M5216 key assignments 3-9
Figure 4-1 M5216 bottom view 4-2
Figure 4-2 Wall jack/AC adaptor connection 4-3
Figure 4-3 M5216 wall mounting locations 4-5
Figure 4-4 M5216 base attachment 4-6
Figure 4-5 Handset retainer installation 4-7
Figure 4-6 Final wall position 4-7
Figure 5-1 Feature/line key and LCD assignments 5-7
Tables
Table 3-1 Summary of M5216 keys and indicators 3-3
Table 3-2 Mute handset LCD indicators 3-9
Table 3-3 Summary of headset operations 3-11
Table 3-4 Switch generated tones 3-12
Table 6-1 Ordering information 6-1

1-1
Chapter 1
Introduction
297–2041–902 02.01 Standard February 1999
General description
The M5216 ACD telephone set with alphanumeric display and a headset port
has been designed specifically for use with ACD applications. The M5216 is
equipped with:
• 14 buttons with associated liquid crystal display (LCD) indicators that
may be assigned to features or line appearances
• one button with associated LCD indicator for Handset Mute off/on
• one button with associated LCD indicator for programming local
features
• Hold, Release, and volume control keys
• 2 X 24 alphanumeric display
• 12-key dialpad
• modular port for headset support
The alphanumeric display module is mounted at the rear top edge of the
telephone and is hinged so that the viewing angle can be adjusted physically
to reduce glare and maximize the contrast.
The M5216 is partially loop powered and requires the use of a 16 V AC
external power supply.
The M5216 may be equipped with one or two M522 22-button add-on
modules.

1-2 Introduction
297–2041–902 01.01 Standard February 1999
Physical characteristics
Figure 3-1 shows the main components of the M5216. The M5216 comes in
three different colours:
• Chameleon-grey (Engineering code NT4X44AA)
• BTS light-grey (Engineering code NT4X44BA)
• Black (Engineering code NT4X44CA)
The Mean Time Between Failure (MTBF) for the M5216 is at least 100
years.
Other documentation
Other information pertaining to Meridian Business Sets can be found in the
following documents:
297–2001–100 Integrated Business Network (IBN) —Description
297–1001–114 Operational Measurements (OM)
297–1001–250 Testing and Acceptance for Initial Installation
297–1001–310 Table Editors User Guide
297–1001–518 Operational Measurements—Man-Machine Interface
297–2011–180 DMS-100 Business Set—Line Engineering Rules
297–2041–010 Automatic Call Distribution Planning and Engineering
Guide
297–2041–301 Automatic Call Distribution Administration Guide
297–2041–350 Automatic Call Distribution Translations Guide
297–2041–500 Automatic Call Distribution Tier II Maintenance Guide
297–2041–503 Automatic Call Distribution Trouble Locations and
Clearing Guide
297–2041–901 End-User Load Management
P0749052 M5216 MBS User Guide (English/French)
P0800730 M5216 MBS User Guide (Spanish)

2-1
Chapter 2
Specifications
297–2041–902 02.01 Standard February 1999
The M5216 ACD set meets or exceeds the functionality standards currently
attained by other members of the M5000 terminal portfolio.
Environmental and safety considerations
The M5216 meets the Canadian and U.S. mandatory interconnect
requirements for Telephone Equipment.
Temperature
In the Operating State, the M5216 temperature range is 0°C to 50°C
(32°F to 122°F).
In the Non-Operating State, the M5216 temperature range is -20°C to 70°C
(-6°F to 158°F).
Relative humidity
20% to 95% (non-condensing). At temperatures above 34°C (93°F), relative
humidity is limited to 52mbar of water vapour pressure.
Electromagnetic interference
The radiated and conducted electromagnetic interference meets the
requirements of Subpart J of Part 15 of the FCC rules for class B computing
devices.
Atmospheric pollution
The M5216 is designed to withstand normal atmospheric conditions
throughout its life and during shipment and storage as defined in the
International Electromechanical Commission (IEC) document 50 (salt, mist,
atmospheric dust, sulfur dioxide, and hydrogen sulfide exposure).

2-2 Specifications
297–2041–902 01.01 Standard February 1999
Vibration
The M5216 ACD Set was designed to work to specifications after being
subjected to the following vibrations in each of three orthogonal directions
for 90 minutes:
• Vibration frequency of 5 Hz to 500 Hz
• Maximum half displacement 0.35mm (0.014 in)
• Maximum acceleration 1.5m/s/s.
In addition, the design of the set accommodates normal handling during
shipment when it is contained in its packaging.
Shock When packaged, the M5216 is designed to withstand normal handling during
shipment.
When unpacked, the M5216 is designed to withstand accidental dropping
during normal use, without sustaining damage, as specified below:
• Telephone: when dropped on any face or corner from a height not
exceeding 0.75m (30in)
• Handset: when dropped from a height not exceeding 1.5m (60in).
Line engineering
The M5216 ACD set is designed for direct connection through a non-loaded
subscriber loop pair to a Northern Telecom DMS-100 or DMS-250 Digital
Switching system. It operates to its full potential through twisted pair wiring
on transmission lines selected according to rules detailed in DMS-100
Business Set Line Engineering, NTP 297-2011-180. The maximum loop
length is 4,572m (15,000 ft) on 26 AWG standard twisted pair telephone
wires.
The interface to the Central Office (CO) equipment is through a business set
line card in the Line Concentrating Module (LCM) of the DMS–10/DMS–
100/Meridian SL-100 Central Office (CO) equipment.
Loop power The M5216 is partially loop powered by a balanced 440 Ohm battery feed
from the switching equipment. The switch battery voltage supplied to the
loop is nominally 52 VDC with a minimum of 42.75 VDC and a maximum
of 56 VDC. Under normal conditions the polarity must be negative on the
Ring lead with respect to the Tip lead.

Specifications 2-3
297–2041–902 02.01 Standard February 1999
The current drawn from the loop is 16 ±1mA when the set is active. The
current drawn from the loop is 10 ±1mA when the set is inactive.
External power
The M5216 requires a 16 V AC external power supply rated at 375 mA to be
fully operational. During a power failure, the Headset and real time clock
functions are not available.

3-1
Chapter 3
Operations and features
297–2041–902 02.01 Standard February 1999
Basic operations
The M5216 Meridian Business Set allows an ACD agent to answer ACD
calls, place or answer non-ACD calls, and operate available ACD and non-
ACD features. Supported features can be accessed using feature keys 2–14
(see Figure 3-2). Feature key 1 is reserved for the In Calls key and there are
two feature keys with fixed assignments (Mute Handset and Program).
Before attempting to operate the M5216, please refer to the M5216 Meridian
Business Set User Guide. (P0749052). This document is shipped with the set
and contains instructions for making calls and how to use various features.

3-2 Operations and features
297–2041–902 01.01 Standard February 1999
Description of features
The M5216 Business Set (see Figure 3-1) is characterized by the following:
• there are 15 fixed keys with no LCD indicators: Release key (1), Hold
Key (1), volume key (1), dial pad keys (12)
• there are sixteen assignable key/LCD indicator pairs.
• loudspeaker for on-hook dialing and listening on hold
The operation of these keys and other components is summarized in Table
3-1.
Figure 3-1
M5216 keys and other components
Display
Alerter
Speaker
Handset
Release key
Hold key
LCD Feature/ Line
indicator
Volume key
Dialpad
Feature/line keys
In Calls key

Operations and features 3-3
297–2041–902 02.01 Standard February 1999
Table 3-1
Summary of M5216 keys and indicators
Key or indicator Description
Speaker Monitors the progress of a call without lifting the handset.
Handset Used for talking on the phone—automatically selects the In
Calls key when lifted.
Display Shows call and installation information.
Alerter Flashes to indicate incoming calls.
Dial pad Used for entering numbers and the or keys.
Volume Key Adjusts the volume of the ring and the speaker.
Releases a call without replacing the handset.
Puts a call on hold.
16 Feature/line
keys Acts as line key or as a feature key depending upon how the
set is programmed. Of the 16 keys, to have fixed
assignments (Handset Mute, Program) and Feature Key One
is reserved for the In Calls key.
LCD Indicators
No half diamond
(Off)
Steady half
diamond (On)
Slow flashing half
diamond (60IPM)
Fast Flashing half
diamond
(120IPM)
Indicates the status of the feature/line keys:
Feature or line is not active.
Feature or line is active.
Line is ringing or feature is being programmed.
Line is on hold .
#
✶
Rls
Hold

3-4 Operations and features
297–2041–902 01.01 Standard February 1999
Basic features
Every M5216 provides access to features specifically designed to assist ACD
agents in performing their tasks, as well as basic business set features.
Automatic Prime DN (In Calls) selection
Allows the user to select the prime DN (i.e. the In Calls assigned to the first
feature/line key) by going off-hook to answer a call without pressing a key.
On-hook dialing
Allows the user to select a line and dial the call without lifting the handset.
Once the party answers, the handset must be lifted to speak.
Listen on hold
Activated by pressing the Hold key (associated LCD flashes), placing the
handset back in its cradle, and re-selecting the line to be monitored
(associated LCD on). This feature is not functional when the headset is
connected.
Alerting tones
Warble tone sounds when the telephone is on-hook, 500 Hz local buzzer tone
sounds when the telephone is off-hook.
Alphanumeric display
The M5216 has a 2 row by 24 character display screen which allows access
to the features described below.
Called Number Display/Called Name Display
The display of the called number (or name of the party being called, when
available) is always activated as dialing takes place.
Calling Number Display/Calling Name Display
The calling number (or name of the calling party, when available) for calls
originating within the same switch is displayed when the first ringing tone
sounds for an incoming call at the Prime DN. If the incoming call terminates
at a secondary DN, the number is displayed only after lifting the receiver.
Query Time and Date
One of the feature keys must be assigned for accessing the QTD display.
That key should be labelled Time/Date for easy identification.
Feature programming and usage
The display screen shows important information and prompts when using or
programming M5216 features.

Operations and features 3-5
297–2041–902 02.01 Standard February 1999

3-6 Operations and features
297–2041–902 01.01 Standard February 1999
Features operation
The following functions are provided by fixed keys on the M5216 ACD set:
• dialing using dial pad keys
• call Hold
• call Release
• adjusting the Volume Control
• Handset operation and Mute
• answering calls with the In Calls key
• programming local features
Dial pad
Before a call is established, no tone-feedback is provided when the dialing
keys are being pressed. After a call has been established, end-to-end
signalling using CO generated DTMF tones is enabled.
Hold
The Hold function has two modes of operation—manual and automatic. With
the user engaged in a call, the call can be put on hold either by pressing the
key or by pressing another DN key. In either case, the DN LCD
changes from ON to winking and the user is free to answer or make another
call.
Release
The (Release) key performs a similar function as going on-hook (i.e.
when pressed, it terminates a call). The DN LCD associated with the
released call changes from ON to OFF, but the status of the Set remains off-
hook to the switch. If the headset is in use, the M5216 is available to receive
another call.
Volume control
The loudness of any sound which comes through the speaker (i.e. ringing,
dial tone, busy tone and on-hook monitoring) is controlled by one key with
two toggle positions. Tapping the key at the right hand side increases the
volume while tapping it at the left-hand side decreases it. The volume
changes in steps, each time the key is pressed.
The volume for alerting tones can only be adjusted while alerting is in
progress and is automatically stored at the new level. The on-hook monitor
volume level can be adjusted while monitoring.
Rls
Hold

Operations and features 3-7
297–2041–902 02.01 Standard February 1999
The volume of the headset is controlled with the headset connected and the
handset on-hook. The volume of the handset is controlled with the handset
off-hook.
If the M5216 Business Set is disconnected from the line for an extended
period and then reconnected, all volume settings return to the original factory
default values (Mid-point setting for alerting tones and on-hook monitoring).
Handset operation and Mute
When the headset is connected, the hook switch is completely bypassed. If
the headset is connected, taking the handset off-hook and then placing it back
on-hook will not affect the status of a call. When a headset is not connected,
this hook switch bypass is disabled, and the handset operates as it would on
another business set.
The Handset Mute key is permanently assigned to toggle the handset mute on
or off, and allows the user to listen to a call without the other party hearing
any sound. It only functions when using the handset—it has no functionality
when only the headset is being used. . The Handset Mute function has an
associated LCD indicator which indicates the following states:
Table 3-2
Mute handset LCD indicators
On/Off Hook Mute LCD State
Handset on-hook OFF LCD Off
Handset off-hook OFF LCD Off
Handset off-hook ON LCD winking
During operations with a headset connected, the default state for handset
operations is mute on. Pressing Handset Mute one time during a call places
the handset into mute off mode. Once the handset is in the mute off mode, it
will not return to a muted mode until Handset Mute is pressed again, the
handset is placed on-hook, or the RLS (Release) key is pressed.
In Calls key
All ACD calls directed by the system to the M5216 are presented on the IN
CALLS key. Always assigned to Feature key 1, this key cannot be used to
make outgoing calls.
If the Handset is used, the In Calls key is selected whenever the M216 goes
off-hook. If the headset is connected, the In Calls key must be pressed in
order to answer the incoming ACD call (unless Call Forcing is in

3-8 Operations and features
297–2041–902 01.01 Standard February 1999
operation—refer to Automatic Call Distribution Product Guide,NTP 297–
2041–010 for details on Call Forcing).
Program key and local features
The M5216 has the following local features which can be set up to make it
easier to use and to customize the set to meet specific user requirements. The
Program key allows access to Programming mode to set up the following
features:
• Alerter Volume
• Time and Date Set
• Time and Date Format
• Call Timer
• Display Language
• C.O. Features
•Predial
• Memory Number
Note that an incoming call interrupts the activation or programming of all
local functions. Local features are also not available during an active call,
with a call on hold, or when a C.O. feature is active (the Time/Date C.O.
feature is active for 12 seconds).
C.O. features
Using the C.O. features local function, the M5216 can be programmed to
enable or disable the following three additional feature keys:
• Save Number
• Memory Number
•Pause
Note that the M5216 is initially set up to have the Save Number, Memory
Number, and Pause keys available to you and they appear at the feature key
locations shown below in Figure 3-2.

Operations and features 3-9
297–2041–902 02.01 Standard February 1999
Figure 3-2
M5216 key assignments
Program
Save #
Memory
Pause
Feature key 11
Feature key 10
Feature key 9
Feature key 7
Feature key 6
Feature key 5
Feature key 4
Feature key 3
Feature key 2
In Calls key (Feature key 1)
Mute Handset
When C.O.
features are
enabled
Key 12
Key 13
Key 14
Feature key 8
When C.O. features are enabled, these key locations are dedicated to
provisioned switch features instead of the Save Number, Memory Number,
and Pause features.
Refer to the M5216 User Guide for more information about the operation of
local features.
ACD and other business features
Both ACD and standard business features can be assigned to M5216 feature
keys/LCD indicators (Feature key 1 is reserved for the In Calls key).
ACD features that can be assigned to these feature keys include:
• Observe Agent
• Emergency
• Call Supervisor
• Call Agent
• Queue Status Display
• Agent Status Summary Display
• Interflow
• Night Service