Page 6
Important Safety and Usage Information CAUTION: As would be the case with any audio device, such as headphones or a headset, that carries amplified sound to the ears, misuse of such a device or use at excessive volume levels may cause hearing impairment or loss of hearing.
INTRODUCTION The EOS HD Wireless Drive-thru Headset System is designed to deliver a clear drive-thru conversation for Quick Service Restaurants (QSR) around the world. The EOS Base Station and wireless headsets offer a clear conversation with customers in the drive- thru, as well as fellow store employees using the headset’s B-Channel and a push of a button.
EOS|HD EQUIPMENT The EOS|HD is an audio system primarily for use at quick-service restaurants. The equipment shown below is standard with the EOS|HD. Optional equipment can be ordered from your local dealer. NOTE: Equipment quantities vary, depending on individual store needs at time of purchase.
Base Station All functions of the drive-thru audio system are channeled through the base station. It is the electronic heart of the EOS|HD. External base station features are shown in Figure 2. Display screen Menu-select button Help button Back button Activity indicators Figure 2.
Base Station Display Screen 1. The LANE STATUS display shows current, lane-related status information. It also lists the HME Technical Support toll-free phone number to call for service. The date and time are shown at the bottom of the screen.
Headsets Features and Controls Power light Volume-up button Power button Channel “A1” Channel “A2” Volume-down button Channel “B” Transmit light Figure 3. Headset controls h Power On — Press and release the Power button. A voice prompt in the headset will say “Headset #, Battery Full/Half/Low, Lane #”.
Battery-release button (blue) Ear piece Battery Battery Removal and Replacement To change batteries: When a battery becomes weak, a voice in the headset will say “Change battery.” When this happens, press the battery-release button and slide the battery out of the headset as shown in Figure 7. To replace batteries: When replacing a battery in the headset, place the end of the battery with the metal contacts into the headset, in the same position as the battery you removed.
How to wear the Belt-Pac h The headset can be worn with the microphone on either side of your head. h Wear the headset with its cable behind your back and attach the clothing clips to your collar and shirt to keep the cable safely behind you, as shown in Figure 5. h Hold the microphone boom at its base and adjust it so the microphone is near the side of your mouth.
Headset Registration During installation of the EOS|HD, each headset was registered for use with the base station. After each headset is registered to a base station, that base station recognizes the headsets and differentiates between them and other electronic equipment operating on similar frequencies. Up to 15 headsets can be registered to a base station.
MAIN MENU or LANE STATUS display. If you have any problems registering headsets: In the USA, call HME Customer Support at 1-800-848-4468. Outside the USA, call your local HME representative for assistance. Clear Headset Registration On the HEADSET REGISTRATION display, pressing the Clear inactive button will unregister only headsets that are turned off.
Battery Charger Up to four batteries at a time can be charged. Charging time is approximately 2.5 hours. The battery status lights next to each charging port are explained below. Up to six fully charged batteries can be stored in the battery storage ports. Procedure: Insert batteries in the charging ports for charging.
EOS|HD OPERATION The EOS|HD can be operated in Hands-Free (HF), Auto-Hands-Free (AHF), B-channel Hands-Free (BHF) or Push-To-Talk (PTT) modes. Full-duplex system supports HF, AHF, BHF and PTT operation. In HF, AHF and BHF operation, communication can be transmitted and received at the same time, as in a normal telephone conversation.
Headset Communication Modes Hands-Free (HF) Mode: By default, this setting is ON for the A1 (for Lane 1) and A2 button (for Lane 2). Press the A1 or A2 button once to talk to a customer at the menu. Communication automatically disconnects when the customer drives away, or press the A1 or A2 button to manually disconnect.
B-Channel Hands-Free (BHF) Mode: By default, this setting is OFF for B button. Press the B button once to communicate with other headsets, remaining hands-free to perform other tasks. Press the B button to disconnect. h Turn Mode ON: With the headset power OFF, simultaneously press and hold the B button and A2 and then press the Power button.
Figure 9. Typical tandem drive-thru Tandem Operation In Tandem operation, customers at Order Point #1 are served by Order Taker #1, and customers at Order Point #2 are served by Order Taker #2. If a customer arrives at Order Point #2 when there is no customer at Order Point #1, a “Please pull forward”...
Access to this menu is protected by an Installer Password that is only available to the installer or other HME-authorized personnel. Contact HME Technical Support at 800-848-4468 for assistance with the Split B setting. If you are instructed to enter a password, see Password Access Control of EOS|HD Menus, pg.
Speed-Team Operation The Operator Mode provides a Speed Team setting. In Speed Team operation, audio and vehicle detection are disabled at the order point. Speed team operation is used during high-volume times. To “Speed” up the ordering process during these high volume situations, one or more order takers (the “Team”) wearing headsets will take orders directly from each car in line and relay the orders to the in-store staff to prepare orders.
Dedicated Mode Dedicated mode is designed to allow order takers to focus exclusively on one lane. It is a feature that is only applicable with a Dual Lane base or a single lane base configured in Single/A2. When a car arrives in a lane, one tone is heard for Lane 1 and two tones for Lane 2.
Message Center Operation The Message Center is a central point where messages are configured to be triggered by various events during designated time periods. Messages can be sent to customers at the speaker post or to crew members via headset or ceiling speakers. Some messages are pre-named and pre-recorded, and all messages can be edited and/or re-recorded to meet specific requirements.
Page 25
MESSAGE CENTER MESSAGES NAME CONTENT All Day 1 All Day 2 Breakfast 1 Breakfast 2 Lunch 1 Customer Greeter Not pre-recorded Lunch 2 messages are triggered by vehicle arrivals at Snack 1 the drive-thru during Snack 2 scheduled times for Dinner 1 those messages to play .
Customer Greeter Message Settings 1. To set the time and locations for Customer Greeter messages, or to name and record Customer Greeter messages, press the Menu button on the LANE STATUS display. 2. On the MAIN MENU, press the Message Center button.
Page 27
6. Enable or disable the selected message by pressing the Message button on the EDIT CUSTOMER GREETER display and highlight ✔ (on) or − (off). Press the Back button to save the setting. Review or Record Message 1. Review the existing selected message, or record a new message by pressing the Review/Record button on the EDIT CUSTOMER GREETER display.
Page 28
Message Schedule 1. To choose the schedule for the selected message, press the Schedule button on the EDIT CUSTOMER GREETER display. 2. On the SCHEDULE CUSTOMER GREETER display, press the button for the day you want the selected message to be played. 3.
Page 29
Message Playback Settings 1. To select after Customer Greeter playback options, press the Settings button on the EDIT CUSTOMER GREETER display. If you select Hear customer: ✔ (on), you will hear the customer’s voice and the Customer Greeter message in your headset. ...
Reminder Message Settings 1. To set up the time periods and locations for Reminder messages to be played, or to name or record Reminder messages, press the Menu button on the base station LANE STATUS display. 2. On the MAIN MENU press the Message Center button.
Page 31
6. To turn the selected message on or off, press the Message button on the EDIT REMINDER MESSAGE display to highlight either ✔ (on) or − (off). Press the Back button to save this setting. Review or Record Message 1.
Page 32
Message Priority Reminder messages can be assigned a high or low priority. To set message priority, press the Priority button on the EDIT REMINDER MESSAGE display to highlight either High or Low. Press the Back button to save the setting. Note: If the priority is set Low, the message may play to completion or be terminated by either an A or B button being pressed on any headset, or by a car arrival on a...
Page 33
Message Playback Settings 1. To choose where the selected Reminder message will be heard, press the Settings button on the EDIT REMINDER MESSAGE display. Then, press the Headsets button on the EDIT REMINDER SETTINGS display. 2. On the SELECT REMINDER HEADSETS display, use the ▲(up) or ▼(down) buttons to highlight the headset registration number for the headset you ...
Page 34
5. To have the Reminder message play repeatedly at selected intervals, press the Repeat button on the EDIT REMINDER SETTINGS display. 6. On the REPEAT INTERVAL display, use the ◄ or ► button to move the highlight left or right for hours, minutes or seconds (HH:MM:SS) in the Time field, and use the + and −...
Alert Message Settings 1. To set up the time periods and locations for Alert messages to be played, or to name and/or record Alert messages, press the Menu button on the base station LANE STATUS display. On the MAIN MENU press the Message Center button.
Page 36
5. To turn the selected message on or off, press the Message button on the EDIT ALERT MESSAGE display to highlight either ✔ (on) or − (off). Press the Back button to save this setting. Review or Record 1. To review the existing selected message, or to record a new message, press the Review/Record button on the EDIT ALERT MESSAGE display.
Page 37
Message Priority Alert messages can be assigned a high or low priority. To set message priority, press the Priority button on the EDIT ALERT MESSAGE display to highlight either High or Low. Press the Back button to save this setting. Note: If the priority is set Low, the message may play to ...
Page 38
4. On the EDIT display, press the Scheduled button to turn the message ✔ (on) or − (off) for the selected time period. If you want the message to be on or off during this time period every day, press the Apply to all days? button to select Yes.
Page 39
4. To have the selected Alert message heard or not heard in the ceiling speaker(s), press the Hear in ceiling speaker button to highlight ✔ (on) or − (off). To have the selected Alert message heard or not heard in the line out(s), press the Hear in Line Out button to highlight ✔...
Page 40
Alert Message Email 1. To compose an email message to be sent to designated recipients when the selected Alert is triggered, select Message Text on the EDIT ALERT MESSAGE display. 2. To edit the email text, on the Message Text display, use the Erase button to clear characters if there is a current email you want to change.
Page 41
6. To edit the selected email address, press the Edit destination address button. On the EDIT DESTINATION ADDRESS display, use the Erase button to clear characters in the current email address to change them. Use the ◄, ►, ▲ and ▼ buttons to move the highlight to a character you would like to use in the address.
Page 42
4. On the drop-down EDIT SCHEDULE TIMES display, to edit the Start or Stop time, use the ◄ and ► buttons to move the highlight in the Start or Stop field, and use the + and − buttons to change the highlighted numbers.
Dual-Lane Message Center Settings Customer Greeter Messages You can access Message Center Settings by pressing the Menu button on the LANE STATUS display, and then pressing the Message Center button. Single lane settings can be found under Customer Greeter Settings, pg. 20. In dual-lane operations, Customer Greeter messages can be set to play in Lane 1, Lane 2 or both.
Alert Messages In dual-lane operations, Alert messages can be set to play in the ceiling speaker and Line Out for Lane 1, Lane 2 or both. Press the Settings button on the EDIT ALERT MESSAGE display and then, on the EDIT ALERT SETTINGS display, press the Hear in ceiling speaker ...
Volume Adjustments Adjust the volume for inbound and outbound audio, customer greeter messages, ceiling speaker and vehicle tones, or schedule outbound audio levels. 1. On the LANE STATUS display, select Menu and then, on the MAIN MENU select Volume adjust to access the settings.
Page 46
2. To schedule automatic volume level changes to the outside speaker, select Schedules and then Settings. Note: This Outbound audio level will be active, unless a Scheduled Outbound audio level is enabled. Schedules 1. There are 7 possible time periods. These time periods will only apply to scheduled outbound volume level settings.
Page 47
Schedule 1. To select days when these outbound volume settings can be enabled, on the SCHEDULED OUTBOUND VOLUME SETTINGS display, select Schedule. On the SCHEDULE OUTBOUND VOLUME display, select the day you want to schedule the outbound volume setting. 2.
Ceiling Speaker Volume To raise and lower the volume levels heard from the ceiling speaker, select Ceiling speaker from the VOLUME MENU and then on the IN/OUTBOUND VOLUME display, select which volume you would like to adjust and use the + and − buttons. ...
Wired Backup System Operation In order to use a Wired Backup System, you must have a Switcher Board (optional) in your base station. If you have a Switcher Board, you will find a switch on the bottom of your base station as shown in Figure 10.
Vehicle Detection 1. To test the vehicle detector function by simulating a vehicle arrival at the speaker post or menu board, select Menu on the LANE STATUS display. Press the Vehicle detection button on the MAIN MENU. Note: Be certain no car (or metal object) is present at the detection point.
Store Settings Store settings are crucial to drive-thru operation. After you setup the initial settings, they can be changed by store managers or other authorized personnel. After you have configured all store settings, set up a password to control access to store settings, and then provide it to the store manager.
Page 52
Set Store Hours 1. To set the store hours for any or every day, press the Set store hours button on the STORE SETTINGS display. 2. On the STORE HOURS display, press the button next to the day you would like to change. On the SET STORE HOURS display, use the ◄...
Page 53
Edit Schedule Times Up to 12 Schedule Times can be set to establish periods in which messages can be played from the Message Center. Schedule Times can be edited as needed. 1. To make changes to the Schedule Times, press the Edit schedule times button on the STORE SETTINGS display.
Page 54
Set User Password 1. When you have completed all the other Store Settings, set up a user password. When the installation is finished, be sure to give the password to the store manager. To set a password for the first time, press the Set password button on the STORE SETTINGS display.
Page 55
VAA Settings VAA (Variable Audio Attenuation) settings can be adjusted to eliminate echo, feedback or fluctuating inbound audio levels. 1. To turn the VAA feature on/off, or to adjust VAA levels, press the More button on the STORE SETTINGS display. ...
Page 56
Restore Installer Settings After the initial installer settings have been made, store personnel can customize adjustments to settings. After doing so, they can always return the base station to its original installer settings. 1. Press the Restore installer settings button on the ADVANCED STORE SETTINGS display.
Page 57
Phone Headset 1. Press the Phone headset button on the ADVANCED STORE SETTINGS display. 2. On the SELECT PHONE HEADSET display, use the ◄ and ► buttons to move the highlight in the Select phone headset field, and then use the + and − buttons ...
Network Settings If the base station is connected to a computer network for remote access, you must enter the network data based on information from your IT support. To adjust this setting: 1. Select the Menu button on the LANE STATUS display, and then select More on the MAIN MENU.
Page 59
2. Host name / Domain name – These names combine to uniquely identify the base by name on the network. This name can be used to access the base over the network instead of using the IP address. This feature only works if DHCP is enabled on ...
Page 60
+ and − buttons to change the number in the highlighted box. 7. Telnet port – This port is reserved for use by HME Technical Support. If instructed by HME Technical Support to edit the Telnet port number, use the ◄...
Email The base can send emails to store managers when alert conditions are triggered in the store. Email settings must be entered based on network information provided by IT support. 1. To edit email settings, press the Emails button on the ADVANCED NETWORK SETTINGS display.
Page 62
3. SMTP User/password – To make email more secure, some SMTP servers will require the use of a user name or password. To enter or edit an SMTP user name or password, press the SMTP User or SMTP Password button on the EMAIL SETTINGS display.
Page 63
5. Email addresses – The Source Address is preset to hme-base6200-XXXXXX@hme.com. This is the address displayed in the “From:” line on alert emails sent to selected destinations. Destination email addresses are sent emails when the Emails option is set to ✔ (on). To change the Source...
PC Navigation If your EOS|HD was set up to operate on a network, you can access base station settings using a web browser. Refer to Network Settings, pg. 52, to configure the base with the proper Network settings according to information from your IT department. To open the EOS|HD on your PC, enter its IP Address in the address bar on your internet browser as shown below, and then press the Enter key on your keyboard.
Page 65
Restore factory settings. h Reports – allows you to view Message Center settings and headset statistics reports. h Diagnostics – provides information that may be used by HME Technical Support to diagnose problems. h Service – displays all version information and contact information, in case you need assistance from HME Technical Support.
Diagnostics The Diagnostics button is available if you experience a problem with EOS|HD operation and you need to call HME Technical Support. The Technical Support representative will guide you through the automated diagnostics. 1. Select Menu on the base station LANE STATUS display and then press the More button on the MAIN MENU.
Store Settings, pg. 45. These menus can be accessed using the User Password (provided by HME if the User Password is forgotten). h When the password has been entered to access a menu, it will no longer be required to access other protected menus, as long as there is menu activity.
AUDIO PROCESSING FUNCTIONS The EOS/HD Base Station has several advanced audio processing features designed to improve the quality of communication with the customer at the menu. Below are brief explanations of how each feature works: VAA (Variable Audio Attenuation) Variable Audio Attenuation (VAA) is designed to reduce the volume of the customer’s voice or other loud noises in your headset.
Foam muffs on headset earpieces can easily be replaced for sanitary purposes. To order extra foam muffs, call your local HME sales representative. Battery Charger Avoid splashing water or grease on the battery charger. Clean the battery charger monthly as follows: h Remove all batteries from the battery charger.
2 . Cycle the power on the base and see if this restores normal audio function . 3. If cycling power does not fix the problem call HME technical support and describe the problem and what you have tried so far to fix it.
EOS|HD MESSAGE CENTER QUICK START GUIDE Right Message, Right People, Right Time! INSTRUCTIONS Planning to set-up your HME EOS|HD Message Center is easy to do when you follow these three simple steps. STEP ONE: Choose your CUSTOMER GREETINGS, EMPLOYEE REMINDERS, and ALERTS TIP: Schedule only a few messages at a time and change them often to improve your customers’...
Page 74
Right Message, Right People, Right Time! EXAMPLE PLANNER CUSTOMER GREETINGS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR ✔ (on) ✔ (on) BREAKFAST 06:00 11:00 LUNCH/DINNER 11:00 20:00 − (off) − (off) ✔ (on) ✔ (on) DRINK PROMO 06:00 01:00 REMINDERS NAME...
Page 75
Right Message, Right People, Right Time! CUSTOMER GREETINGS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR REMINDERS NAME START TIME STOP TIME DELAY HEADSETS CEILING SPKR ALERTS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR SCHEDULE START TIME STOP TIME NOTES EOS|HD...
Page 76
Right Message, Right People, Right Time! CUSTOMER GREETINGS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR REMINDERS NAME START TIME STOP TIME DELAY HEADSETS CEILING SPKR ALERTS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR SCHEDULE START TIME STOP TIME NOTES EOS|HD...
Page 77
Right Message, Right People, Right Time! CUSTOMER GREETINGS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR REMINDERS NAME START TIME STOP TIME DELAY HEADSETS CEILING SPKR ALERTS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR SCHEDULE START TIME STOP TIME NOTES EOS|HD...
Page 78
Right Message, Right People, Right Time! CUSTOMER GREETINGS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR REMINDERS NAME START TIME STOP TIME DELAY HEADSETS CEILING SPKR ALERTS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR SCHEDULE START TIME STOP TIME NOTES EOS|HD...
Page 79
Right Message, Right People, Right Time! CUSTOMER GREETINGS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR REMINDERS NAME START TIME STOP TIME DELAY HEADSETS CEILING SPKR ALERTS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR SCHEDULE START TIME STOP TIME NOTES EOS|HD...
Page 80
Right Message, Right People, Right Time! CUSTOMER GREETINGS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR REMINDERS NAME START TIME STOP TIME DELAY HEADSETS CEILING SPKR ALERTS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR SCHEDULE START TIME STOP TIME NOTES EOS|HD...
Page 81
Right Message, Right People, Right Time! CUSTOMER GREETINGS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR REMINDERS NAME START TIME STOP TIME DELAY HEADSETS CEILING SPKR ALERTS NAME START TIME STOP TIME REPEAT HEADSETS CEILING SPKR SCHEDULE START TIME STOP TIME NOTES EOS|HD...
.” Hereby, HM Electronics, Inc ., declares that EOS HD is in compliance with the essential requirements and other relevant provisions of Radio Equipment Directive 2014/53/EU . In AFH mode, EOS HD complies with European Telecommunications Standards Institute (ETSI) harmonized European standard EN 300 328 .
Page 83
EOS|HD EOS|HD Audio Processing Equipment Care Equipment EOS|HD Message Important Introduction Troubleshooting Equipment Operation Functions and Cleaning Specifications Center Guide Notices...
Charger Types • Do not place the battery in fire or heat the battery. Your battery must only be charged with a HME/Clear- • Do not connect the battery backward, so the Com recommended charger. Any attempt to use other polarity is reversed.
Page 85
Ne pas transporter ni entreposer la batterie avec des que la forme physique d'une autre batterie fait que le chargeur y colliers, des épingles à cheveux et d'autres objets de correspondant peut être utilisé avec la batterie HME/Clear-Com. métal. ...
Page 86
No conecte la batería al revés, de modo que la Su batería debe cargarla únicamente con un cargador polaridad estuviera invertida. recomendado por HME/Clear-Com. Si intenta usar otro tipo de cargador, puede causar una reacción explosiva, incendio o • No conecte la terminal positiva con la negativa usando quemaduras con sustancias químicas.
Page 87
기기에 비정상적인 전류가 흐를 경우, 배터리가 뜨거워지거나 폭발하거나 발화되어 심각한 부상을 입을 수 있습니다. 충전기 유형 이 배터리는 HME/Clear-Com 권장 충전기로만 충전해야 합니다. 다른 유형의 충전기를 사용할 경우 폭발 위험이 있으며 화재나 화상을 입을 수 있습니다. HME/Clear-Com 배터리용 충전기를 다른 형태의 배터리에도 사용할 수 있다고 가정하지 마십시오.
Page 88
EOS|HD EOS|HD Audio Processing Equipment Care Equipment EOS|HD Message Important Introduction Troubleshooting Equipment Operation Functions and Cleaning Specifications Center Guide Notices...
Page 89
EOS|HD EOS|HD Audio Processing Equipment Care Equipment EOS|HD Message Important Introduction Troubleshooting Equipment Operation Functions and Cleaning Specifications Center Guide Notices...
Page 90
EOS|HD EOS|HD Audio Processing Equipment Care Equipment EOS|HD Message Important Introduction Troubleshooting Equipment Operation Functions and Cleaning Specifications Center Guide Notices...
Need help?
Do you have a question about the EOS HD and is the answer not in the manual?
Questions and answers