Home

VCX Telephone Guide - Department of Computer Science

1. Depending on the type of hunt group configured if no fax machine is Hunt Group Types Hunt Groups 93 available pending faxes may be queued until a machine becomes available or they may be sent to the call coverage point The method used to hunt for an available hunt group member is determined by an administrator configured call coverage pattern for that group Pattern types include linear circular and calling groups These patterns are described in Hunt Group Types If you are a member of a hunt group your administrator should provide the following information a The type of hunt group to which you belong The hunt group type determines the ringing pattern followed by incoming calls See Hunt Group Types Your hunt group number You need this number to log in to the hunt group You must be logged in to receive calls directed to the hunt group See Logging In to a Hunt Group You can be a member of and logged in to multiple hunt groups which may be of different hunt group types As a hunt group member you should also be aware of how hunt group calls work with other VCX phone features such as call conferencing See Hunt Group Interaction With Other Features The type of hunt group to which you belong determines how incoming calls are allocated to group members Your administrator can configure a linear hunt group a circular hunt group and a calling group To illustrate the differences between hunt group ty
2. The VCX Model 3101 and 3101SP Basic Telephones have no buttons that can be mapped for speed dialing a Call Features Displays the following list of telephone features note that some features may not be enabled by your administrator Silent Monitor When enabled by your administrator allows you to monitor another user s phone calls See Silent Monitor and Barge In FWD Universal Allows you redirect incoming calls to another destination unconditionally See Call Forwarding FWD Busy Allows you redirect incoming calls to another destination when your phone is busy See Call Forwarding FWD Ring No Answer Allows you redirect incoming calls to another destination when your phone rings but is not answered See Call Forwarding Remote Forward Universal Allows you to configure the forwarding options of another phone from your phone See Remote Call Forward Call Park Allows you to place a call in a holding pattern and make the call available for other phones See Call Park 28 CHAPTER 4 VCX BASIC TELEPHONES MODELS 3101 AND 3101SP a Direct Pickup Allows you to answer a call ringing on another phone See Directed Call Pickup a Hunt Group When enabled by your administrator allows you to log in to and out of a Hunt Group See Hunt Groups Transfer to VMail Allows you to transfer a call to another user s voice mailbox See Transferring a Call to Another User s Voice Mail
3. 100 Enables or disable the Hands Free feature See Using the Hands Free Feature Hold Feature 402 See Putting a Call on Hold Force Registration Feature 335 Forces phone registration For administrator use only Hunt Group or Calling Group Login Logout Feature 971 then enter lt hunt group number gt Or 971 lt hunt group number gt See Hunt Groups Hunt Group Status Feature 972 See Hunt Groups Mute Feature 101 See Muting Calls Off Hook Warning Feature 332 When enabled a busy tone is generated Enable Disable when phone is off hook OK Feature 120 Displays OK in the Display Panel Used to make a call without waiting for the call completion time out value to expire Password Stored Locally Feature 434 then lt current password gt Stores the password you use to log in to your telephone on the phone locally If you use the VCX User Interface to change your password use this feature code to set the password stored on the phone thus synchronizing the passwords See Changing Your Password and the VCX User Interface online help for more information continued 70 CHAPTER 8 FEATURE CODES Table 9 VCX Feature Codes Alphabetical by Feature or Task Feature Feature Code Entry Description Program Feature 410 Displays the Program menu in the Display Panel Redial Feature 401 See Making a Call to a Remote Office Remote Call Forw
4. Feature 461 Some feature codes allow you enter the code number without using the Feature button For these feature codes you prepend the code number with an asterisk For example you can enable Do Not Disturb using either of the following methods Feature Codes 67 Feature 446 or 446 Then either press Ok or press Feature 120 to complete the command Some features require additional information For example if you want to enable call forwarding when your phone is busy you must designate the extension to which you want your calls forwarded The feature code for Call Forward Busy is 467 To enable this feature you can use the Feature button or enter a single command in the following examples the destination extension is 1001 a Use the Feature button Press Feature 467 The Display Panel displays the prompt FwD Busy Number Enter the extension to which you want your calls forwarded in this case 1001 Press OK or a Enter the feature code and extension with a single command 467 1001 You must prepend the feature code with an asterisk and separate the feature code and extension with another asterisk Each element in a feature code command must be prepended with an asterisk Some features occur within the bounds of an existing call for example forwarding a call to the voice mail of another subscriber In these cases the feature requires using the Transfer button After pressing Transfer you en
5. MODEL 3105 AND COMPLEMENT ATTENDANT Complement Attendant Software The Complement Attendant Software CAS application is an optional VCX component which requires a license On your personal computer the Complement Attendant Software displays your telephone directory in a series of tabs Each tab sorts the directory by a different type of information for example by last name by department or by extension Figure 9 shows the Complement Attendant Software main window Figure 9 Complement Attendant Software Main Window CAS Version X6 0 0 Cc fax Bil alert DiaedNumber Status Duration EH Main Directory Quick List Hidden List Extension Status Department Notes 4282005 11 43AM The main window includes three areas a The Call List appears on the top part of the window and displays currently active calls See Table 7 a The Command Buttons appear below the Call List and perform operations on a selected call See Table 8 Complement Attendant Software 47 a The Directory List appears on the bottom of the window and lists phone extensions and users in the system directory See Table 7 The Call List and Command Buttons are separated from the Directory List by a horizontal bar that allows you to resize the lists This is very useful if you want to display more of the Call List and less of the Directory List To resize the lists move the mouse pointer over the horizontal bar The pointer chang
6. The call is disconnected as soon as the transfer starts which frees up your line If the transfer cannot be completed a The call is forwarded to the called party s call coverage point by default voice mail see Configuring a Call Coverage Point a f the called party s default call coverage point is No Coverage the call is returned to rings back at your extension If you are unavailable the call is forwarded to your call coverage point In an attended transfer you announce the call to the recipient You can either use the Transfer button or the transfer feature code 62 CHAPTER 7 BASIC TELEPHONE OPERATION To announce a transfer While on a call press Transfer or press Feature 420 The system places the call on hold Dial the extension number to which you want to transfer the call and then press OK or press Feature 120 The VCX call processor dials the call When the recipient answers announce the call Note that at this point you cannot return to the original caller a If the recipient wants to take the call press Transfer or press Feature 420 Hang up a f the recipient does not want to take the call hang up the second call and go back to the first call by pressing the Access button on which the call originated on the Model 2101 phone which has no Access button press Toggle to return to the first call Muting Calls You can prevent callers from hearing you by turning off the telephone s mi
7. VCX telephone feature set to be available to all VCX phones regardless of the number of buttons on the phone Each feature is assigned a unique three digit feature code You can invoke a feature by entering the numeric code assigned to a particular feature For example you can use a feature code to display on the Display Panel the calls in the Call History log For all VCX phones you can invoke any feature code by pressing the Feature button This action generates a Feature prompt in the telephone Display Panel The next step is to enter the appropriate feature code If additional information is required the Display Panel prompts you However you can invoke some feature codes without pressing the Feature button by entering special feature code syntax with the telephone keypad See Using Feature Codes for information on both feature code entry methods The location of the Feature button depends on your telephone See the appropriate chapter in this guide for the location of buttons and controls for your phone Using Feature Codes You can invoke a feature by pressing the Feature button and using the telephone keypad to enter the feature code along with any additional information for example an extension For example you can show a list of local or global users in the Display Panel by pressing the Feature button followed by the User Directory feature code 461 In this guide this method is noted by the following syntax
8. a Advanced Settings Configures network parameters CAUTION This option is for administrator use only Unauthorized modification of these parameters will disconnect your phone Scroll buttons Up Down Left Right Center Perform the following functions a The Up and Down buttons allow you to scroll through the items in the telephone Display Panel m The Center button displays the Main menu in the Display Panel a The Left and Right buttons are reserved for future use Message button Press this button to access your messages through the voice mail system see the P Messaging Module User Guide 6 Hold button Places a caller on hold See Putting a Call on Hold 7 Label area for Access buttons The telephone LabelMaker available 10 through the 3Com web site enables you to define and print a new label for your Access buttons See Printing Labels Microphone 3101SP only Activated when the telephone is in speaker phone mode that is after you press the speaker button For best results keep the area around the microphone free of obstructions To minimize the effects of background noise the microphone is directional it performs best when you are directly in front of the telephone Access buttons Buttons that are assigned specific features for example Transfer or that control a line for incoming and outgoing calls See Access Buttons Speaker button 3101SP only Enables you to use the
9. 467 lt destination gt See Call Forward Busy Line Call Forward Ring No Answer Feature 466 then lt destination gt Or 466 lt destination gt See Call Forward Ring No Answer Call Forward Universal Feature 465 then lt destination gt Or 465 lt destination gt See Call Forward Universal Call History Feature 462 See Viewing the Call History Call Park Park a Call Feature 444 then lt call park extension gt or accept the default See Call Park Cancel Feature 111 Cancels the current operation Class of Service COS Feature 433 then lt your extension gt See Class of Service Override Override then lt your mailbox password gt then continued lt outside party number gt Table 9 VCX Feature Codes Alphabetical by Feature or Task Feature Feature Code Entry Feature Codes 69 Description Conference Call Feature 430 then lt destination gt then Feature 430 See Setting up a Conference Call Directed Call Pickup Feature 455 then lt security code gt then lt destination gt Or 455 lt security code gt lt destination gt See Directed Call Pickup Display Software Version Feature 837 Displays the current version of VCX software running on the phone Do Not Disturb Enable Disable Feature 446 See Activating Do Not Disturb Or 446 Hands Free Feature
10. BASIC TELEPHONE OPERATION Putting a Call on Hold Music on Hold Dialing a New Call While on a Call m The headset amplifier buttons for Mute and On are both set to On m The handset is off the phone for a long time for example overnight It may take a few minutes for your headset to return from the power saving mode to the active mode when calls first come in so your telephone may not ring until the headset has returned to active mode and you may miss a call If you plan to not use the headset for a long time 3Com recommends that you set the mute and headset buttons on the amplifier to Off and hang up the handset on your telephone When you are ready to receive calls again set up the headset for receiving calls Pick up the handset on your telephone and set it on your desk 2 Put on the headset 3 On the amplifier set the headset button to On To put a call on hold While you are on a call press the Hold button This message appears in the Display Panel Hold To return to the call press the Hold button again or press the appropriate Access button If configured by the administrator callers on hold hear music while they wait You can put a call on hold dial a new call and toggle between the two calls While on a call press the Hold button to put the current call on hold Press an unused Access button on the Model 2101 phone which has no Access button press Toggle Dial the second call 4 To tog
11. Panel shows No listing found The Display Panel shows the first user in the directory Use the Scroll buttons to locate a particular user The three Soft buttons below the 76 CHAPTER 9 STANDARD FEATURES Display Panel have the following functions when viewing the User Directory m Use the SIct button to select a user and dial that user s extension a Use the Back button to display sort order options a Press the SIct button to sort by first name a Press the Back button to sort by last name a Press the Exit button to sort by extension a Use the Exit button to return to the default Display Panel Controlling Caller ID This section describes how to enable and use Caller ID privacy features By default the VCX system shows your Caller ID your name and extension on the Display Panel of the telephone receiving your call You can control whether the VCX system sends your Caller ID when you make a call You can choose one of the following settings Set one of the following defaults for all your calls a Send Caller ID information a Block Caller ID information a Block Caller ID information for your next call You can control these settings by entering the appropriate feature code To toggle the current default setting press Feature 889 If Caller ID is enabled entering this command disables it for all subsequent calls If Caller ID is disabled entering this command enables it for all subsequent calls If transmiss
12. Ring No Answer Allows you redirect incoming calls to another destination when your phone rings but is not answered See Call Forwarding Remote Forward Universal Allows you to configure the forwarding options of another phone from your phone See Remote Call Forward Call Park Allows you to place a call in a holding pattern and make the call available for other phones See Call Park Direct Pickup Allows you to answer a call ringing on another phone See Directed Call Pickup Hunt Group When enabled by your administrator allows you to log in to and out of a Hunt Group See Hunt Groups Transfer to VMail Allows you to transfer a call to another user s voice mailbox See Transferring a Call to Another User s Voice Mail a Advanced Settings Configures network parameters CAUTION This option is for administrator use only Unauthorized modification of these parameters will disconnect your phone 22 CHAPTER 3 VCX BUSINESS TELEPHONE MODEL 2102 4 FWD MAIL button Directs all incoming calls to your call coverage point by default voice mail See Configuring a Call Coverage Point Soft buttons Use the soft buttons to navigate through Display Panel options A button s function depends on the option selected The buttons are left to right a Sict Select Use this button to select a displayed item For example you can use this button to automatically dial a previously placed o
13. See Controlling the Volume Mute button Use this button to prevent callers from hearing you while still hearing your callers See Muting Calls Volume up Raises the volume of the ringer the speaker the handset or the headset See Controlling the Volume Handset 38 CHAPTER 5 VCX BUSINESS TELEPHONE MODEL 3102 Access Buttons um A WwW N Figure 7 shows the 18 Access buttons on the phone Figure 7 Access Buttons 2299992099 j Access buttons have the following settings The first three buttons in this group starting from the bottom are lines for incoming and outgoing calls System Appearance buttons SA1 SA2 and so on The next two buttons in this group are for the Bridging Extensions feature See Bridging Extensions The next four buttons are for speed dialing See Speed Dialing Release button Press this button to disconnect a call OK button Press the OK button to send a call Directory Lists in the Display Panel all the users in your organization and their extensions You can use the Soft Buttons to sort the list and select an entry Selecting an entry automatically dials the extension See Viewing the User Directory Feature button Allows you to access features that are not assigned to an Access button on your telephone For more information on feature codes see Chapter 8 Call History button Enables you to view the last 10 missed answered or dialed calls on the
14. U Transfer Forwards a call to another telephone Alt T Completes the transfer of a call Alt M Conference Enables three subscribers to participate in a single Alt C cal Alt P Completes the conference call Cancel Cancels a transfer Alt S Cancels a conference call Alt E Dial Dials a selected number to place an outgoing call Alt D For complete information on the Complement Attendant Software see the online Help system in the software BASIC TELEPHONE OPERATION This chapter describes how to use the basic telephone functions available on all VCX telephone models and includes the following topics Logging In to Your Telephone Answering a Call Making Calls Terminating Calls Using the Telephone Display Panel Controlling the Volume Using the Hands Free Feature Using a Headset Putting a Call on Hold Transferring a Call Muting Calls Activating Do Not Disturb 50 CHAPTER 7 BASIC TELEPHONE OPERATION Logging In to Your Telephone Your administrator assigns an extension telephone number and initial password to your phone If the Display Panel on your phone shows the date time and a telephone extension you are logged in and can make calls Feb 17 08 12 00 Extension 1001 Note that your administrator initially determines the format for the date and time display You can change this format and time zone location of your phone through the VCX User Interface See VCX User Interface Overview
15. a supervisor to speak to the agent and customer during a monitored call While you are silently monitoring a call your phone shows Barge In in the lower right corner of the Display Panel If you barge in to the call the display changes to Silentm You can use Soft button 3 the button just below Barge In or Silent to toggle between silent monitor mode and barge in mode Alternatively to barge in when you are monitoring a call press Feature 428 To return to silent monitor mode press Feature 425 To terminate participation in a barged in call hang up This has no effect on agent customer communication the agent customer session remains active Remote Call Forward 91 Remote Call Forward The Remote Call Forward feature allows you to configure the forwarding options of a phone from another phone in the network This is useful if for example a person A is on vacation and all of person A s calls must be forwarded to person B This feature enables person B to configure Call Forward Universal on the source phone person A The VCX administrator must authorize use of the Remote Call Forward feature For example if the administrator authorizes you to change person A s forwarding options you can enter a feature code 468 and redirect person A s calls to any other extension including your own When successfully configured the remote destination phone s LED if available will flash for all forwarded calls and the LCD will
16. also display a call forward message To remotely enable a phone to forward calls to another extension Pick up the handset Press Feature 468 The Display Panel prompts you to enter the remote phone number Enter the extension of the phone whose calls you want to forward and press The Display Panel prompts you to enter the extension of the phone that will receive the forwarded calls Enter the extension of the phone that will receive forwarded calls and press Alternatively you can combine steps 2 3 and 4 by entering the following command 468 lt source extension gt lt destination extension gt Remote call forwarding can be disabled either on the phone that set up remote call forwarding or on the extension whose calls you no longer want to remotely forward For example extension 1001 has used feature code 468 to specify that all of extension 1000 s calls be forwarded to extension 1002 You can disable remote call forwarding on extension 1000 or 1001 On extension 1001 92 CHAPTER 9 STANDARD FEATURES a Press Feature 468 Enter the extension whose calls you no longer want to remotely forward in this case 1000 and press The Display Panel shows the extension of the phone receiving the forwarded calls in this case 1002 c Delete the extension number by pressing Soft button 3 followed by Soft button 2 then press m On extension 1000 press Feature 465 Hunt Groups Your adminis
17. calls after one ring to your call coverage point by default voice mail See Configuring a Call Coverage Point The light next to the FWD MAIL button remains red as long as this option is enabled 16 17 18 19 20 21 22 Buttons and Controls 37 MSG Message button and Message Waiting Light Press this button to access your messages through the voice mail system refer to the P Messaging Module User Guide for information on messaging The light next to the MWI light remains red as long as there is at least one new unreviewed message voice e mail or fax in your mailbox or in a mailbox monitored by your phone for example a hunt group mailbox or the mailbox associated with a bridged line Hands Free button Allows you to answer internal intercom calls without picking up the handset An external call a call from outside your VCX system rings to your telephone as usual See Using the Hands Free Feature The light next to the Hands Free button remains red as long as this option is enabled Headset connector Located on the underside of the telephone this RJ 11 connector enables you to plug in a headset so that you can listen to calls and have your hands free See Using a Headset To enable the use of a connected headset press the Headset button by default button 16 at the top of the right column of buttons Volume down Lowers the volume of the ringer the speaker the handset or the headset
18. column of nine buttons correspond to Access buttons 15 through 23 a The fourth column of nine buttons correspond to Access buttons 24 through 32 a The fifth column of nine buttons correspond to Access buttons 33 through 41 a The sixth column of nine buttons correspond to Access buttons 42 through 50 Shift button Enables you to toggle between the two sets of Access button assignments on the Console Press the Shift button to switch between assignments 1 through 50 and assignments 51 through 100 The Shift button LED is lighted when you have buttons 51 through 100 selected To create print and save labels for your Attendant Console or any VCX telephone Access the 3Com web site http Awww 3com com Click Support amp Downloads and select Downloads amp Drivers from the drop down list box Your browser displays the Downloads page On the Downloads page select the following options a In the Select a Download Type list box select Documentation b In the Select a Product Category list box select Convergence IP Telephony c Inthe Enter a Filename text box enter labels exe d Click Search When the search results page is displayed locate the labels exe file for 3Com VCX V7000 IP Telephony Solution and download it to your VCX Attendant Console 45 system Do not download any of the labels exe files for the NBX product Locate labels exe on your system and double click the file icon to start the LabelMak
19. conference room phone for one call only To activate the one call only Class of Service Override from any VCX telephone Pick up the handset Press Feature 433 The Display Panel prompts you for the required input Enter your telephone extension 4 Enter your password and press Enter the destination number as you would from your own VCX telephone When you use Class of Service CoS Override any reports that are generated on the VCX system indicate that the CoS features of your own VCX telephone were applied temporarily to the telephone on which you made the call 56 CHAPTER 7 BASIC TELEPHONE OPERATION Terminating Calls You can terminate a call hang up by replacing the handset pressing the Release button or if the call is on Speaker turning the Speaker off by pressing the Speaker button Using the Telephone Display Panel The Display Panel shows the current date and time and your extension number It can also show features that you have enabled For example if you enable the feature that forwards all incoming calls to your voice mailbox the Display Panel shows Fwd Voice Mail The Display Panel can also list telephone status messages Caller ID information if enabled and the number of new messages voice e mail and fax that you have in your mailbox If the Display Panel contains more than two lines of information use the up and down scroll buttons to navigate through the display The list of
20. indicator 2102 Business Telephone 20 3101 and 3101SP Basic Telephones 27 3102 Business Telephone 34 microphone 3101SP Basic Telephone 28 missed calls 56 monitoring calls 88 barging in 89 moving telephones 122 music on hold 60 muting calls 62 MWI see message waiting indicators O one touch speed dials 81 P parking a call 86 password for telephone and mailbox access 103 for VCX User Interface 100 changing 102 passwords 50 changing 51 personal speed dials 81 phone identifying 15 phone settings transferring to another phone 78 position wall mount bracket 120 problems solving 115 programmable access buttons 2102 Business Telephone 23 3101 Basic Telephones 30 3102 Business Telephones 38 R redialing 54 registrations through the VCX User Interface 103 relocating telephones 122 Remote Call Forward 91 ring no answer call forwarding set through VCX User interface 104 set with a feature code 85 ring patterns setting through the VCX User Interface 102 RJ 11 jack caution avoiding use with NBX telephones 116 RJ 45 jack caution using instead of RJ11 116 S security wall mount bracket 1102 2102 2102 IR 121 selective ringing setting through the VCX User Interface 103 Silent Monitor 88 O 127 site codes 54 speaker button 3101SP Basic Telephone 28 speaker phone 3101SP Basic Telephone 28 problems with 123 speed dialing 81 configuring 82 dialing options 83 one touch 81 personal 81 v
21. new messages in the Display Panel depends on the status of each message A new message can be a Unreviewed An unreviewed message has never been listened to or acted upon saved or deleted a Reviewed A reviewed message has been listened to but has not been acted upon saved or deleted A message may reach this state if you listen to the message and then hang up The Display Panel shows the number of messages in your mailbox and the MWI is lit only if you have at least one unreviewed message If you review the last new message and do not act on it the Display Panel shows the date and extension and MWI is off If your mailbox then receives a new message the Display Panel shows the following and MWI is lit 2 Msgs 1 New The 2 Msgs include the just received new unreviewed message and the other message which is new but reviewed The 1 New indicates the just received new unreviewed message The Display Panel also shows the number of missed calls Missed calls include unreviewed messages in your mailbox and any other calls that you did not answer For example you may configure your default call coverage point to be no coverage In this case if you do not answer a call when the call terminates the caller hears a busy tone and the call is not forwarded or sent to you mailbox The Display Panel on your phone Using the Telephone Display Panel 57 shows Missed 1 If you press the first button below the Display Panel the display
22. on Hold 60 Music on Hold 60 Dialing a New Call While on a Call 60 Answering a New Call While ona Call 61 Transferring a Call 61 Unattended Transfer 61 Attended Transfer 61 Muting Calls 62 Activating Do Not Disturb 62 FEATURE CODES Feature Code Overview 66 Using Feature Codes 66 Feature Codes 67 STANDARD FEATURES Viewing the Call History 74 Viewing the User Directory 75 Controlling Caller ID 76 Setting up a Conference Call 77 Unannounced Conference 77 Announced Conference 77 Transferring Your Phone Settings to Another Phone 78 Forwarding Calls to Voice Mail 78 Transferring a Call to Another User s Voice Mail 79 Call Waiting 81 Speed Dialing 81 Configuring Speed Dial Numbers 82 Dialing Speed Dial Numbers 83 Call Forwarding 84 Call Forward Ring No Answer 85 Call Forward Busy Line 86 Call Forward Universal 86 Call Park 86 Directed Call Pickup 87 Silent Monitor and Barge In 88 Monitoring a Call 90 Barging In 90 Remote Call Forward 91 Hunt Groups 92 Hunt Group Types 93 Logging Into a Hunt Group 95 Hunt Group Interaction With Other Features 96 Viewing Hunt Group Membership and Status 97 10 USING THE VCX USER INTERFACE Accessing the VCX User Interface 100 VCX User Interface Overview 101 Enable Call Forwarding 104 Configuring a Call Coverage Point 105 Enabling Bridged Extensions 106 Bridged Line Interaction with Other Features 108 Do Not Disturb and Bridged Line Calls 109 Hands Free and Bridged Line Call
23. ring timeout value is reached a f the primary does answer or put on hold the secondary phone s SA light does indicate call status If neither the primary phone or the secondary phones have Do Not Disturb enabled a call rings on both phones 110 CHAPTER 10 USING THE VCX USER INTERFACE a If the primary phone user presses the DND button while the call is ringing it stops ringing and the BSA light stops blinking but continues to ring on the secondary If the secondary does not answer the call goes to the primary phone s Call Forward destination when the Call Forward Ring No Answer ring timeout value is reached a f the secondary phone user presses the DND button while the call is ringing it stops ringing and the SA light stops blinking but continues to ring on the primary If the primary phone does not answer the call goes to the primary phone s Call Forward destination when the Call Forward Ring No Answer ring timeout value is reached a If the primary and secondary phone users both press the DND buttons while the call is ringing it stops ringing and the SA light stops blinking on both phones The call goes to the primary phone s Call Forward Busy destination If the primary phone enables Do Not Disturb a call rings on a secondary phone If the primary phone user disables Do Not Disturb while the call is ringing the call does not start ringing on the primary Do Not Disturb is enabled only for subsequent calls This is
24. speaker phone feature Press the button before you dial the call when your telephone is ringing or while a call is in progress To turn the speaker off and resume the conversation pick up the handset 11 12 13 14 15 16 Buttons and Controls 29 The VCX Model 3101SP Basic Telephone includes a microphone and supports speaker phone operation The VCX Model 3101 Basic Telephone does not support speaker phone operation and it does not have a button Telephone key pad Volume down Lowers the volume of the ringer the speaker or the handset See Controlling the Volume Mute button Enables you to prevent callers from hearing what you are saying during a telephone call although you can still hear them Press the button to turn off the telephone s mouthpiece when you are using the handset or the microphone 3101SP only when your telephone is in speaker phone mode To turn off the Mute feature press the button again The indicator lamp is lit when the Mute feature is enabled See Muting Calls Volume up Raises the volume of the ringer the speaker or the handset See Controlling the Volume Speaker Enables you to use the speaker phone feature Press the Speaker button before you dial the call when your telephone is ringing or while a call is in progress To turn the speaker phone off and resume the conversation pick up the handset Handset 30 CHAPTER 4 VCX BASIC TELEPHONES MODELS 3101 AND 3
25. the following command SETDefault 0 IP NETaddr 0 0 0 0 Words in italics Italics are used to a Emphasize a point Denote a new term at the place where it is defined in the text Figures This guide provides figures and screen captures that contain sample data This data may vary from the data on an installed system Related Documentation 9 Related Documentation These 3Com documents contain additional information about the products in this release that are a part of or support the 3Com Convergence Application Suite The following documents are a part of the VCX IP Telephony Module VCX Installation and Maintenance Guide VCX Administration Guide VCX Business Telephone Quick Reference Guide VCX Basic Telephone Quick Reference Guide VCX Telephone Guide VCX Security Guide The following documents are a part of the IP Messaging Module IP Messaging Module Product Overview IP Messaging 3Com Native Interface AT A GLANCE IP Messaging Module User Guide 3Com Native Interface IP Messaging Traditional Interface AT A GLANCE IP Messaging Module User Guide Traditional Interface IP Messaging Module Operations and System Administration Guide 3Com E Mail Reader Application ReadMe IP Messaging Module Intelligent Mirroring Guide The following documents are a part of the IP Conferencing Module IP Conferencing Module Installation Guide IP Conferencing Module User Guide IP Conferencing Module Administrati
26. the product as a separate document in the hardcopy documentation or on the removable media in a directory file named LICENSE TXT or LICENSE TXT If you are unable to locate a copy please contact 3Com and a copy will be provided to you UNITED STATES GOVERNMENT LEGENDS If you are a United States government agency then this documentation and the software described herein are provided to you subject to the following United States Government Legend All technical data and computer software is commercial in nature and developed solely at private expense Software is delivered as Commercial Computer Software as defined in DFARS 252 227 7014 June 1995 or as a commercial item as defined in FAR 2 101 a and as such is provided with only such rights as are provided in 3Com s standard commercial license for the Software Technical data is provided with limited rights only as provided in DFAR 252 227 7015 Nov 1995 or FAR 52 227 14 June 1987 whichever is applicable You agree not to remove or deface any portion of any legend provided on any licensed program or documentation contained in or delivered to you in conjunction with guide Unless otherwise indicated 3Com registered trademarks are registered in the United States and may or may not be registered in other countries 3Com and the 3Com logo are registered trademarks of 3Com Corporation VCX is a trademark of 3Com Corporation Other brand and product names may be registered trademarks o
27. 101SP Access Buttons Figure 5 displays the Access buttons on the VCX Model 3101 and 3101SP Basic Telephones The functions assigned to these buttons cannot be changed Figure 5 Access Buttons 0 O E EEn voos VCX 3101 o N som 1 2 3 4 Access buttons have the following settings The first button controls a line for incoming and outgoing calls System Appearance button SA1 The second button controls a line for incoming and outgoing calls System Appearance button SA2 Feature button Allows you to access features that are not directly assigned to an Access button on your telephone For example you can use the Feature button to enable and disable Do Not Disturb For more information on feature codes see Chapter 8 Transfer button Sends the currently active call to another telephone See Transferring a Call The telephone LabelMaker available through the 3Com web site enables you to define and print a new label for your Access buttons See Printing Labels Status Lights for System Appearance Buttons An Access button that is set up for incoming and outgoing calls is called a System Appearance button The light beside each System Appearance button indicates the status See Table 4 Status Lights for System Appearance Buttons 31 Table 4 Status Indicator Lights for System Appearance Buttons If the light is The line is Off Available for us
28. 21 Figure 19 shows an VCX 2102 Telephone in the wall mount position Safe wall mounting requires 3 4 inch drywall and 1 5 inch drywall screws Figure 19 Wall Mount Position 1 Handset support peg 2 Wall with a solid backing 3 Support bracket in the low profile position on opposite end of telephone Security Wall Mount Every VCX 2101 and 2102 telephone can be fitted with an optional Bracket security wall mount bracket that ensures that the device cannot be removed by unauthorized persons For how to order this bracket consult your 3Com VCX Voice Authorized Partner Read and follow the instructions that come with the bracket Opening the 3105 For instructions on how to create and print labels see Printing Labels on Attendant Console page 44 Label Cover 122 CHAPTER A TELEPHONE INSTALLATION AND MAINTENANCE Figure 20 3105 Attendant Console Label Cover Tabs After you print the labels and then cut them out remove the plastic cover from the Attendant Console by pulling up on the two tabs at the top of the Attendant Console until the top of the cover pops off Moving Your Each VCX telephones is uniquely identified by an IP address You can Telephone move your telephone to another location within your calling domain connect it to any Ethernet jack on the LAN and still maintain all of your personalized features speed dials and extension number Swa
29. Direct Pickup Allows you to answer a call ringing on another phone See Directed Call Pickup Hunt Group When enabled by your administrator allows you to log in to and out of a Hunt Group See Hunt Groups Transfer to VMail Allows you to transfer a call to another user s voice mailbox See Transferring a Call to Another User s Voice Mail 58 CHAPTER 7 BASIC TELEPHONE OPERATION m Advanced Settings Configures network parameters CAUTION This option is for administrator use only Unauthorized modification of these parameters will disconnect your phone Controlling the Volume gt Use the Volume Control buttons to raise or lower the volume of the ringer handset or speaker Adjusting the volume control of one device DOES NOT affect the volume control of the other devices For example lowering the volume of the speaker has no effect on the handset volume Changes you make to any device remain in effect if you reset the phone to its default settings a Ringer Volume To raise or lower the volume of the ring press the up or down Volume Control button repeatedly while your teleohone is ringing until the volume is at the level that you prefer a Handset Volume To raise or lower the volume of the dial tone and the voice level of your callers lift the handset then press the up or down Volume Control buttons repeatedly until the volume is at the level you prefer You can change the volume during a conversa
30. Display Panel See Viewing the Call History Call Park button Allows you to place a call in a holding pattern and retrieve it from any other telephone in the system See Call Park 9 10 11 Status Lights 39 Call Forward button Allows you for forward calls to different destinations See Call Forwarding Do Not Disturb Enables the Do Not Disturb feature See Activating Do Not Disturb Headset Enables the use of a headset connected to the telephone See Using a Headset Status Lights An Access button that is set up for incoming and outgoing calls is called a System Appearance button The light beside each System Appearance button indicates its status See Table 5 Table 5 Status Lights for System Appearance Buttons If the light is The line is Off Available for use Steady In use continued Blinking quickly Ringing Blinking slowly On hold 40 CHAPTER 5 VCX BUSINESS TELEPHONE MODEL 3102 VCX ATTENDANT CONSOLES MODEL 3105 AND COMPLEMENT ATTENDANT The VCX Attendant Console Model 3105 and the VCX Complement Attendant Software CAS application enable a receptionist to handle high call volumes efficiently Although receptionists are the primary users of the Attendant Console and the CAS the two can also be used by busy sales representatives and others who receive a high volume of telephone calls or who make frequent calls to the same telephone numbers This chapt
31. Interface which is accessed through the web see Chapter 10 The VCX Model 2101 Basic Telephone has no buttons that can be mapped for speed dialing a Call Features Displays the following list of telephone features note that some features may not be enabled by your administrator Silent Monitor When enabled by your administrator allows you to monitor another user s phone calls See Silent Monitor and Barge In FWD Universal Allows you redirect incoming calls to another destination unconditionally See Call Forwarding FWD Busy Allows you redirect incoming calls to another destination when your phone is busy See Call Forwarding FWD Ring No Answer Allows you redirect incoming calls to another destination when your phone rings but is not answered See Call Forwarding Remote Forward Universal Allows you to configure the forwarding options of another phone from your phone See Remote Call Forward Call Park Allows you to place a call in a holding pattern and make the call available for other phones See Call Park Direct Pickup Allows you to answer a call ringing on another phone See Directed Call Pickup Hunt Group When enabled by your administrator allows you to log in to and out of a Hunt Group See Hunt Groups Transfer to VMail Allows you to transfer a call to another user s voice mailbox See Transferring a Call to Another User s Voice Mail a Advanced Settings Configu
32. Your browser must have cookies and Java script support enabled to start a VCX User Interface provisioning session To log in to the VCX User Interface In your web browser s address bar enter the VCX User Interface web address and press Enter On the Welcome window click VCX User Interface The Login dialog box appears Figure 10 Login Dialog Box Username Password In the Username field type your web login name 4 In the Password field type your web login password To clear the username and password fields click Reset Click Submit The VCX User Interface displays the Welcome window See Figure 11 VCX User Interface Overview 101 Figure 11 VCX User Interface Welcome Window CAN 3COM Your extension 1000 gt VWelcome My Extensions Calling Features Logout VCX V 7000 Welcome gt Welcome Welcome My Information Web Login Directory Help Welcome to VCX V7000 You are logged in as First Name Peter Last Name User VCX User Interface Overview The Welcome window shown in Figure 11 illustrates the general structure of the VCX V User Interface The left column displays four options a Welcome a My Extensions a Calling Features a Log Out Each option except Log Out is associated with a set of tabbed pages shown on the right side of the window When you select an option the set of tabbed pages changes Click on a tab to display its co
33. about the parked call a Select an Access button for outgoing calls and dial the user s extension b When the call is answered tell the user the Call Park extension number for example 818 c Hang up The user dials the Call Park number and the system connects the call automatically 4 To retrieve a parked call yourself a Pick up the handset of any telephone on the system b Dial the Call Park extension that was assigned to the call The system connects you to the parked call Directed Call Pickup Use the Directed Call Pickup feature to answer a call that is ringing on another telephone This feature is best arranged in advance when you and another user know that it would be convenient or necessary to answer calls ringing on that user s telephone 88 CHAPTER 9 STANDARD FEATURES You can answer a call that is ringing on another telephone only if you and that user both are members of the same Call Pickup group Your administrator configures call pickup groups and can tell you your group security code number If your telephone is part of a bridged extension see Directed Call Pickup and Bridged Line Calls for additional information To answer a call that is ringing on another user s telephone Pick up your handset Press Feature 455 The Display Panel prompts you to enter your group security code Enter the your group security code The Display Panel prompts you to enter the extension of the ringing phone Ente
34. activate the speaker Model 3101 does not support speaker operation a Press the Speaker button and dial the number b Dial the number enables Soeaker mode automatically When you dial the number this message appears on the Display Panel lt number gt Calling To end the call replace the handset or press the Speaker button or press the Release button To redial the last number that you called press the Redial button This causes your called party s phone to ring Lift your handset or press the Speaker button You can also lift your handset or press the Speaker button and then press the Redial button The 2101 Model Telephone does not have a Redial button To redial the last number called press Feature 401 To dial an external call Use one of these options a Pick up the handset b Pick up the handset and press one of the access buttons that is not currently in use If your phone includes a speaker you can use one of the following options For Model 2101 press Feature 104 to activate the speaker Model 3101 does not support speaker operation a Press the Speaker button b Dial the number enables Soeaker mode automatically You hear a dial tone If your telephone defaults to an internal line dial the number you need to access an external line for example 9 2 Dial the number 54 CHAPTER 7 BASIC TELEPHONE OPERATION Making a Call toa Remote Office 3 To end the call replace the handset or pre
35. ails see Forwarding Calls to Voice Mail continued 124 CHAPTER A TELEPHONE INSTALLATION AND MAINTENANCE Table 11 Possible Problems continued Possible Problem Suggested Solutions On my VCX Business Telephone added a One Touch speed dial but the telephone does not dial that number Verify that you have correctly set up speed dialing For details see Speed Dialing My telephone keeps ringing after pick up the handset Your telephone may have lost connection to the system immediately after a call came in Remove the Ethernet cord from the jack then re insert it into the wall jack a Wait a few seconds If the telephone continues to ring disconnect the electrical power for your telephone and then plug it back in The display panel shows Wait for NCP Your telephone may be disconnected from the system Hang up your telephone and wait a few seconds Then pick up the handset If the message still appears on your telephone display panel contact your administrator INDEX Numbers 2101 Basic Telephone 12 figure and features 16 2102 Business Telephone figure and features 20 ine status lights 24 programmable access buttons 23 3101 Basic Telephone figure and features 26 ine status lights 30 programmable access buttons 30 3102 Business Telephone feature codes 67 igure and features 34 ine status lights 39 programmable access buttons 38 3105 Attendant Console 41 creating label
36. all Back option Extension A receives a call that gets forwarded to extension B However extension B is also busy Instead of sending the call to extension B s coverage point or call forwarding destination VCX returns the call to extension A s voice mail or Auto Attendant gt Configuring a Call Coverage Point 105 You can configure the Call Forward Fall Back to Coverage feature through the VCX User Interface only This feature cannot be configured through the TUI To set up call forwarding log in to the VCX User Interface select the Calling Features option then access the Call Forwarding tabbed page Enable the appropriate forwarding conditions and click Save If you configure and enable any call forwarding option through the VCX User Interface the option becomes effective the next time your phone registers with the VCX call processor ask you administrator about registration intervals Your administrator may prevent you from configuring Call Forward All Call Forward Ring No Answer or Call Forward Busy to an external outside the enterprise number See your administrator for information Configuring a Call Coverage Point A call coverage point determines how the VCX system treats an unanswered call A call is considered unanswered for the following reasons a The call rings and is not answered before the call coverage ring timeout value is reached The default timeout value is 20 seconds Note that Call Forward s
37. also true for a secondary phone user who toggles the Do Not Disturb setting while a call is ringing If the primary phone enables Do Not Disturb and a call comes in from a hunt group the Do Not Disturb setting is ignored and the call rings on the primary If a secondary phone enables Do Not Disturb and a call comes in from a hunt group to the primary phone the call does not ring on the secondary phone Hands Free and Bridged Line Calls Enabling the Hands Free feature has the following effect on bridged calls a f the primary phone has Hands Free enabled a call rings briefly on the secondary phone before it is automatically answered by the primary phone m If the secondary phone has Hands Free enabled only calls made to the secondary s phone extension are answered Hands Free Calls to primary phone are not answered Hands Free on the secondary phone they appear as normal bridge calls Call Forward Forward to Voice Mail and Bridged Line Calls Enabling Call Forwarding and Forward to Voice Mail or enabling both features has the following effect on bridged calls Enabling Bridged Extensions 111 m If the primary phone enables Forward to Voice Mail calls ring once on the primary and secondary phones and then go to voicemail m If the primary phone enables Call Forward Universal calls to the primary go to the Call Forward Universal destination immediately and do not ring on the primary or secondary phones m f a secondary phon
38. and the VCX User Interface online Help If the Display Panel on your phone shows the following information you are not logged in and cannot make calls Use Program btn to login Logged out from PBX To log in to your phone Press Program 5 6 For phones without a Program button press Feature 410 5 6 The Display Panel shows Enter Password Enter your password and press If the password you entered is associated with the phone extension you are logged in If the Display Panel alternately shows the following information the password you entered is not associated with the phone extension or the extension has not yet been assigned to the phone Invalid number password Then Unable to contact PBX Logged out from PBX Changing Your Password Logging In to Your Telephone 51 In this case use the following steps to log in to your phone Press Program 5 4 For phones without a Program button press Feature 410 5 4 The Display Panel shows Local Phone Number Enter your extension and press If the Display Panel shows a previously assigned number that you want to replace press the middle soft button under the Display Panel to move the cursor back one space Repeat as necessary and then enter your extension and press The Display Panel shows Enter Password Enter your password and press Alternatively to set a password locally you can use the Password Stored Locally feature code 434 by ent
39. ard Feature 468 then lt extension to forward gt then lt destination gt Or 468 lt extension to forward gt lt destination gt See Remote Call Forward Retrieve Voice Mail Feature 600 Or 600 The first entry simulates pressing the MSG button The second entry allows you to leave a message in another mailbox or access your own mailbox Follow the prompts Scroll Down Button Scroll Up Button Feature 109 Feature 108 Simulates pressing the scroll Down button to navigate through items in the Display Panel Simulates pressing the scroll Up button to navigate through items in the Display Panel Silent Monitor Feature 425 See Silent Monitor and Barge In Soft Button 1 Feature 105 Simulates pressing the Slct Select button to select an item in the Display Panel Soft Button 2 Feature 106 Simulates pressing the Back button Action depends on contents of the Display Panel Either moves the cursor left one position or sorts listed items Soft Button 3 Feature 107 Simulates pressing the Exit button to exit the current function in the Display Panel Speaker On Off Feature 104 Speak and listen without picking up the handset Not available on Model 2101 or Model 3101 Telephones Speed Dial Feature 601 through 609 Or 601 n where nis the speed dial digit 1 through 9 associated with the number you wa
40. ature code 602 and so on This means that on a phone with four configured speed dial numbers you can dial a speed dial number by either pressing an Access button or entering a feature code This section describes how to set up speed dialing through the TUI You can also enable speed dialing through the VCX User Interface See 82 CHAPTER 9 STANDARD FEATURES Configuring Speed Dial Numbers gt Chapter 10 for information on accessing the VCX User Interface see the online Help for information on creating speed dials Note that the two interfaces are synchronized A speed dial created or modified in one interface appears in the other interface A speed dial deleted in one interface is deleted in the other interface Your administrator can configure speed dial numbers for your phone You can reassign these administrator configured speed dials unless the administrator has optionally enabled BLF busy light flashing for a speed dial During speed dial configuration the administrator can enable BLF for the status light associated with the speed dial button When the user assigned to that speed dial button is on a call the status light is lit If the administrator has enabled the BLF for a speed dial you cannot reassign a different number for that speed dial You set up speed dialing through the TUI using the Program button Refer to the chapter that describes the buttons and controls on your phone for the location of the available s
41. ber s phone does not ring Alternatively you can use the following procedure While on a call press Transfer Enter the transfer to another subscriber s voice mail feature code in the following format 441 lt extension gt For lt extension gt you can either enter the phone extension of the recipient press a speed dial button mapped to that extension or press a bridge line button mapped to that extension Press the Transfer button again then hang up For example extension 1001 calls extension 1000 Extension 1000 wants to transfer the call to the voice mailbox of extension 1002 In this case extension 1000 performs the following steps Presses Transfer Enters 441 1002 Presses Transfer Hangs up Extension 1001 now hears the voice mailbox greeting for extension 1002 but extension 1002 does ring On a telephone with a Program button you can transfer a call directly to another subscriber s voice mail by using the following procedure While on a call press Program 2 Press 4 to access the Call Features menu 3 Press 9 to select Transfer to VMail The Display Panel shows the following prompt Transfer VMail Number Enter the extension of the subscriber whose mailbox will receive the call and press Call Waiting 81 Call Waiting The Call Waiting feature provides a beep on your current call to let you know that another call has arrived on another access line When you hear the beep pre
42. can be logged in to four phones and monitor a manager from any phone as long as all the secondary phones are configured with the same extension Or a manager may be logged in to multiple phones and monitored by an assistant logged in to one or more phones In any case the total number of logged in primary and secondary phones cannot exceed five For the current release the primary and secondary phone or phones must be located on the same site Your administrator can also set up bridged extensions In this case fields on your Bridge Permissions and the Bridge Mappings tabbed pages have preassigned values Calls to a bridged extension can be managed by a primary user or a secondary user like non bridged calls For example bridged calls can be parked put on hold transferred or conferenced A call to a bridged extension can be affected by call coverage points call forwarding settings and Do Not Disturb settings on the primary and secondary phones Calls to a bridged extension that are not answered always follow the call coverage point configured for the primary phone or if call forwarding is enabled the appropriate call forward setting for the primary phone Enabling Bridged Extensions 109 If all the bridge lines are in use a call to the primary extension rings on a primary phone SA line and does not ring on the secondary phone If all bridge lines and SA lines are in use on the primary a call is forwarded to the Call Forwa
43. ce a Strain relief clamps are built into the 3101 3102 3105 support bracket The VCX 3102 Business Telephone has a label plate with localized button labels that you must install Once you snap the plate onto the telephone you cannot remove it To install the plate slip the tabs along the top edge of the plate into the slots on the telephone and then press firmly along the bottom edge of the plate until you feel it snap into place Figure 13 VCX 3102 Label Plate 5 a DoDo SPEAKER HOLD REDIAL CONFERENCE TRANSFER Attaching and Adjusting the Support Bracket The articulating support bracket is common to the following devices a VCX 3105 Attendant Console a VCX 3101 and 3101SP Basic Telephones 118 CHAPTER A TELEPHONE INSTALLATION AND MAINTENANCE a VCX 3102 Business Telephone Figure 14 shows a 3102 Telephone Figure 14 Attaching the Support Bracket To attach the support bracket 1 snap the bracket into the mounting supports 2 on the bottom of the telephone After you connect the cables to the phone press the cables into the cable management clamps 3 on the stand Figure 15 and Figure 16 show the VCX 3102 Telephone The instructions also apply to the 3105 Attendant Console and the 3101 and 3101SP Basic Telephones Figure 15 Adjusting the Support Bracket To adjust the support bracket press to release the lock tab 1 rotate the bracket to the position that you want and then releas
44. cess to frequently used entries in the directory 48 CHAPTER 6 VCX ATTENDANT CONSOLES MODEL 3105 AND COMPLEMENT ATTENDANT 1 If your VCX system includes multiple sites for example regional and branch offices each with one or more VCX call processors CAS can display a global directory of all the users in your organization Note that this option must be configured by your administrator By default CAS displays the local user directory The Complement Attendant Software provides a Line Monitoring feature similar to the Busy Lamp Field BLF feature available on the VCX Attendant Console Line Monitoring allows you to monitor the busy status of other phones This feature is very useful for determining if someone is on the phone prior to transferring a call to that person Table 8 describes Command Buttons and the keyboard shortcuts to functions on the Action menu Note that Figure 9 does not show all the possible buttons because there are no active calls Table 8 Complement Attendant Software Buttons and Keyboard Shortcuts Keyboard Button Purpose Shortcut Answer Release Answers an incoming call Alt A Terminates a call Alt R Hold Unhold Places a caller on hold Alt H Removes a caller from being on hold and returns AIt N to the call Park Places a call in a holding pattern so that itcan Alt K be retrieved from another telephone on the system Unpark Releases a caller from a holding pattern Alt
45. ch you want the calls forwarded a Busy Line Redirects incoming calls to another destination when your phone is busy If you have multiple lines busy means that all lines are in use You can forward all calls that come in when your lines are busy by entering the Busy Line feature code 467 and then entering the number to which you want the calls forwarded a All Calls Redirects incoming calls to another destination unconditionally Use this feature also called Forward Universal when you plan to be away from your phone for an extended period of time You can forward all unanswered calls by entering the Forward Universal feature code 465 and then entering the number to which you want the calls forwarded If your telephone is part of a bridged extension see Call Forward Forward to Voice Mail and Bridged Line Calls for additional information You can also use the VCX User Interface to configure Call Forward Fall Back to Coverage When you enable this feature a forwarded call that is not answered at the forwarding destination falls back to your extension s coverage either voicemail or Auto Attendant See Enable Call Forwarding To forward your calls to another extension when your extension is not answered On phones with a Program button press the button to display the Main menu then press 4 to select Call Features Alternatively you can press Feature 466 to access the Main menu on any VCX phone 2 Press 4 to s
46. configured to work in an IP network This means your phone must be assigned an IP address so it can communicate with other VCX phones and devices Typically your administrator assigns IP values including an IP address as part of the installation process During the installation process your administrator creates an account for you This account includes a telephone number and a voice mailbox Your administrator also assigns a password that associates your telephone number and a voice mailbox with your account This chapter assumes that your administrator has either logged you in to your telephone or has given you login instructions a If you are logged in the Display Panel on your phone show the current date and time and your extension m If you are not logged in see Logging In to Your Telephone This guide describes the features available with your teleohone such as teleohone button functions making and forwarding calls and speed dialing In addition your account includes a voice mailbox Voicemail features are provided by 3Com IP Messaging software These features such as listening to or sending messages are described in the IP Messaging guide associated with your messaging system See Additional Information Sources The settings on your telephone including your extension personal settings and system settings remain the same even when you move your telephone from one Ethernet jack to another as long as both Ethernet co
47. cribes how to enable and use bridged extensions set up through the VCX User Interface The VCX system allows you to set up your extension so that other users can receive your calls at their phones Through the VCX User Interface you can grant permission to up to four other users to receive calls intended for your extension that is you are bridging your extension to their phones The bridged phone is sometimes referred to as the primary phone The phone receiving bridged calls is sometimes referred to as the secondary phone A bridged extension is typically used by an administrative assistant the secondary phone to accept calls for one or more managers primary phones Or one manager primary phone may be monitored by multiple assistants secondary phones Bridging an extension requires three steps On the phone whose extension you want to bridge for example extension 1000 a Log in to the VCX User Interface select the My Extensions option then access the Bridge Permissions tabbed page b Specify the extension for example extension 1001 that you want to receive a bridged call and click Add The bridged phone can identify up to four phone numbers to bridge with but the number of extensions it can actually bridge is determined by the maximum number of contacts that the system administrator has set up for the phone which may be less than four Enabling Bridged Extensions 107 2 On the phone that will receive a b
48. crophone when you are using the handset or headset or when your telephone is in speaker phone mode To mute your phone While you are on a call press Mute or press Feature 101 The light next to the Mute button comes on callers cannot hear you To turn this feature off press Mute or Feature 101 again Activating Do Not Disturb When you enable Do Not Disturb incoming calls immediately go to the call coverage point set by you or your administrator The default call coverage point is your voice mailbox The call coverage point is set through the VCX User Interface see Chapter 10 When your telephone is in Do Not Disturb mode a An incoming call does not cause your phone to ring If you are logged in to multiple phones using the same phone number and one of the phones enables Do Not Disturb the feature applies to all phones an incoming call will not ring on any of the phones m You can use the phone to dial outgoing calls Activating Do Not Disturb 63 a f you enable Do Not Disturb while one or more calls are ringing the pending calls are sent to your call coverage point and Do Not Disturb is enabled for all subsequent calls a f your phone is part of a call pickup group see Directed Call Pickup no other phone in the pickup group can retrieve a call that comes in directly to your phone The incoming call goes immediately to the call coverage point a f you are a Hunt Group member and you enable Do Not Dist
49. cz 300M VCX Telephone Guide Telephones 3102 Business Telephone 2102 Business Telephone 3101 Basic Telephone 2101 Basic Telephone Attendant Consoles 3105 Attendant Console a VCX Complement Attendant Software VCX IP Telephony Module System Release 6 0 Part Number 900 0287 01 Rev AB Published July 2005 http www 3com com 3Com Corporation 350 Campus Drive Marlborough MA 01752 3064 Copyright 2003 2005 3Com Corporation All Rights Reserved No part of this documentation may be reproduced in any form or by any means or used to make any derivative work such as translation transformation or adaptation without written permission from 3Com Corporation 3Com Corporation reserves the right to revise this documentation and to make changes in content from time to time without obligation on the part of 3Com Corporation to provide notification of such revision or change 3Com Corporation provides this documentation without warranty term or condition of any kind either implied or expressed including but not limited to the implied warranties terms or conditions of merchantability satisfactory quality and fitness for a particular purpose 3Com may make improvements or changes in the product s and or the program s described in this documentation at any time If there is any software on removable media described in this documentation it is furnished under a license agreement included with
50. e Steady In use Blinking quickly Ringing Blinking slowly On hold 32 CHAPTER 4 VCX BASIC TELEPHONES MODELS 3101 AND 3101SP VCX BUSINESS TELEPHONE MODEL 3102 This chapter describes the buttons controls and features on the 3Com VCX Model 3102 Business Telephone This chapter includes the following topics Buttons and Controls m Access Buttons a Status Lights For information about the Model 2102 Business Telephone see Chapter 3 For information about the 3105 Attendant Console see Chapter 6 To verify the model number of your telephone refer to the label under the phone 34 CHAPTER 5 VCX BUSINESS TELEPHONE MODEL 3102 Buttons and Controls Figure 6 shows the buttons and controls on the VCX Model 3102 Business Telephone Figure 6 VCX Model 3102 Business Telephone 22 Baesa ets cee O roe lef E 20 E J0 rO aA 06007 joy to o OR i Og pC 6 A Of FO m O pO L 4 oe OF a S ee Es DSDL es 13 12 111 10 9 17 16 15 Soft buttons Use the soft buttons to navigate through Display Panel options A button s function depends on the option selected The buttons are left to right 8 a SiIct Select Use this button to select a displayed item For example you can use this button to automatically dial a previously placed or received call or a mis
51. e the lock tab Attaching and Adjusting the Support Bracket 119 Figure 16 Wall Mounting a 3102 Telephone When you mount a 3101 3101SP or 3102 telephone on a wall attach the support bracket and adjust it so that the bottom of the support bracket rests against the bottom supports on the telephone 1 Safe wall mounting requires 3 4 inch drywall and 1 5 inch drywall screws Attaching and Adjusting the Support Bracket Low Profile and High Profile Positions The fixed support bracket is supplied with the VCX 2101 and VCX 2102 telephones The telephone support bracket can be attached in low profile high profile or wall mount positions Tabs on the underside of the telephone slip into slots on the bracket and the opposite mounting points snap into place In Figure 17 the support bracket is outlined to show you how to install the VCX Telephone in the low profile and high profile desktop positions 120 CHAPTER A TELEPHONE INSTALLATION AND MAINTENANCE Figure 17 Low Profile and High Profile Desktop Positions Wall Mount Position To mount an VCX 2102 telephone on a wall put the bracket on the opposite end of the telephone in the low profile position Pull and twist the knob on the underside of the phone 90 degrees Figure 18 so that the spring loaded peg projects out on the top of the phone Item 1 in Figure 19 Figure 18 Knob for the Handset Support Peg Opening the 3105 Attendant Console Label Cover 1
52. e described in Chapter 8 The VCX User Interface is a web browser based application that allows you to manage your user account and VCX telephone Most of the options available through this interface are also available through the TUI See Chapter 10 for more information on using the VCX 7000 User Interface Additional Information Sources You may also want to refer to the following documents in the VCX documentation set for additional information VCX Business Telephone Quick Reference Guide Provides a single sheet reference that describes commonly used Model 2102 and Model 3102 telephone features VCX Basic Telephone Quick Reference Guide Provides a single sheet reference that describes commonly used Model 2101 and Model 3101 telephone features IP Messaging Module User Guide 3Com Native Interface or the P Messaging Module User Guide 3Com Native Interface Provides information about the voicemail system and features available on your phone The Guide you should reference depends on the Telephone User Interface TUI enabled on your phone Ask your administrator for details VCX BASIC TELEPHONE MODEL 2101 This chapter describes the physical layout of the 3Com VCX Model 2101 Basic Telephone and includes the following topic a Buttons and Controls For information about the 3101 and 3101SP Basic Telephones see Chapter 4 For information about the 3105 Attendant Console see Chapter 6 To verify t
53. e enables Forward to Voice Mail or Call Forwarding to another extension these settings affect only calls to the secondary phone extension A bridged call rings on both the primary phone and secondary phone a Ifa call is ringing on the primary phone and the secondary phone and the primary phone user presses the Forward to Voicemail button the call is forwarded to primary phone s voice mailbox and the secondary phone stops ringing a Ifa call is ringing on the primary phone and the secondary phone and the secondary phone user presses the Forward to Voicemail button call will continue ringing on both phones Call Transfer Call Conferencing and Bridged Line Calls Bridged calls can be transferred by either the primary phone or the secondary phone The primary phone user and secondary phone user can also set up a conference with a bridged call If the primary phone is on a bridged call and presses the Transfer button the primary phone user hears a dial tone The user can then enter a telephone number to start attended or unattended call transfer While the primary phone user enters the phone number the calling party is put on hold However the light for BSA line on the secondary phone remains on does not blink as it would for a non bridged call on hold While on a bridged call the primary phone user can also press a free SA line to transfer the call from a BSA line to a SA line Or a call connected on a SA line can be transferred fr
54. e logged in to your VCX system account before you can log in to a hunt group If you are not logged in to the VCX system which requires password authentication you cannot log in to a hunt group See the overview section for your phone in this guide 96 CHAPTER 9 STANDARD FEATURES Hunt Group Interaction With Other Features You log in to a hunt group by entering feature code followed by hunt group number If you are already logged in entering the same feature code and hunt group number logs you out You can also log in to and log out of a hunt group through the VCX User Interface see Viewing Hunt Group Membership and Status To log in to a hunt group using a feature code Press Feature 971 The Display Panel shows a prompt requesting a hunt group number Enter the hunt group number then press The Display Panel indicates that your hunt group login status has changed Alternatively you can combine steps 1 and 2 by entering the following single command 971 lt hunt group number gt You can also log in to a hunt group by pressing Program 4 8 followed by the hunt group number then press You can display all the hunt groups you are currently logged in to by pressing Feature 972 see Viewing Hunt Group Membership and Status This section describes how participation in a hunt group interacts with other VCX phone features Note the following considerations a A hunt group call can be added to a confer
55. ed item For example you can use this button to automatically dial a previously placed or received call or a missed call a Back Use this button to move the cursor backwards one space and delete the current space You can also use this button to sort displayed items a Exit Use this button to exit the currently displayed option Buttons and Controls 27 2 Message Waiting Indicator MWI When lit indicates that you have at least one unreviewed message voice e mail or fax in your mailbox Also this indicator flashes when your telephone rings 3 Display Panel Displays telephone status messages Caller ID information if enabled and the number of new messages voice e mail and fax that you have in your mailbox see Using the Telephone Display Panel for more information on how message status determines the message list You can also use the Display Panel to view or enable features available through the Main menu You can access the Main menu by pressing the center scroll Program button see number 4 below The following features are available a User Directory Displays a directory of the people in your organization See Viewing the User Directory a Call History Displays logs of your recent missed answered and dialed calls See Viewing the Call History a Speed Dial Speed dial numbers must be configured through the VCX User Interface which is accessed through the web see Chapter 10
56. ed out Go to call coverage Wait for a member to log in or until total timeout reached Go to call coverage All members busy Go to call coverage Wait for a member to become available or until total timeout reached Queue the call and wait for an available member or until total timeout reached continued Route call to the member following the member to whom the last call was routed Route call to first member in the list All members available Ring all member phones Total timeout reached Go to call coverage Go to call coverage Go to call coverage Hunt Group calls routed to a call coverage point always go to the point configured for the Hunt Group not to the point configured for or by the Hunt Group member that is the members personal call coverage point If the member has Do Not Disturb enabled personal non Hunt Group calls go to the call coverage point However Hunt Group calls always ring on a member s phone regardless of the Do Not Disturb setting gt If your telephone is part of a bridged extension see Hunt Groups and Bridged Line Calls for additional information gt Logging In to a Hunt Group gt When your administrator gives you your hunt group membership information you can log in to your hunt group or groups if you have been assigned membership in multiple groups You must be logged in to a hunt group to receive calls for that group You must b
57. elect Forward Ring No Answer Use the keypad to enter the phone number to which you want to forward your calls Press OK or press Feature 120 To disable Call Forward Ring No Answer repeat step 1 86 CHAPTER 9 STANDARD FEATURES Call Forward Busy To forward your calls to another extension when all your lines are busy Line Call Forward Universal 1 On phones with a Program button press the button to display the Main menu then press 4 to select Call Features Alternatively you can press Feature 467 to access the Main menu on any VCX phone 2 Press 3 to select Forward Busy 3 Use the keypad to enter the phone number to which you want to 1 forward your calls Press OK or press Feature 120 To disable Call Forward Busy Line repeat step 1 To forward all your calls to another extension Perform one of the following steps on your telephone a On phones with a Program button press the button to display the Main menu press 4 to select Call Features then press 2 to select Forward Universal b Press the Call Forward button Model 3102 and Model 2102 c Press Feature 465 all phones Use the keypad to enter the phone number to which you want to forward your calls Press OK or press Feature 120 To disable call forwarding repeat step 1 Call Park Use the Call Park feature to place a call in a holding pattern and make it available for you or for another user to pick up from any t
58. elephone on the system by dialing the Call Park extension The Call Park feature is useful when the recipient is elsewhere in the building or you want to continue a call on another telephone and transferring the call does not give you enough time to retrieve it When you park a call you assign it a Call Park extension which you or another user use to retrieve it The default Call Park extension numbers Directed Call Pickup 87 are 800 through 899 inclusive Ask your administrator to verify the Call Park extensions for your location If the specified Call Park extension is in use or if no extension is specified VCX selects the next available Call Park extension A call remains parked for 5 minutes This default value can be adjusted by your administrator If the call is not answered 5 minutes after it is parked the user who parked the call is called back If the user is not available the parked call is forwarded to the user s call coverage point If your telephone is part of a bridged extension see Call Park and Bridged Line Calls for additional information To park a call While you are on a call press the Call Park button or press Feature 444 The Display Panel shows a default Call Park extension Press the Call Park button or press Feature 120 to park the call using the default extension or use the telephone keypad to enter a Call Park extension from the list of extensions at your location Notify another user
59. ence The member receiving the call can conference with another extension or with another hunt group Both announced and unannounced conferences are supported see Setting up a Conference Call A hunt group call can be put on hold and taken off hold without losing the caller a Ifa hunt group member puts a call on hold that member can receive other calls a A hunt group caller on hold will hear hunt group Music On Hold a A hunt group call can be parked and then picked up by any user on the same site Viewing Hunt Group Membership and Status Hunt Groups 97 If the VCX phone has Hands Free enabled an incoming call to a hunt group will not be picked up automatically A hunt group member s personal phone settings for example Call Forward Call Coverage point and Do Not Disturb are not invoked on Hunt Group calls An external call to a private user someone not in the hunt group can be transferred to a hunt group Both attended and unattended call transfers are allowed for calls to a hunt group or from a hunt group After reaching an Auto Attendant a caller can enter a hunt group extension and be transferred to a Hunt Group Internal and external callers that are forwarded to voice mail can leave a message and navigate through the voice mail options If a hunt group call is routed to a voice mailbox or Auto Attendant call coverage point but the routing fails for example because no ports are available the call
60. er includes the following topics a VCX Attendant Console A device that works along with VCX telephones to increase call handling capability In many offices the Attendant Console is used by a receptionist or switchboard operator who is referred to in this guide as the receptionist a Complement Attendant Software CAS A software application installed by an administrator that allows a receptionist to answer and route calls using a personal computer The Attendant Console and VCX Complement Attendant Software application can be used at the same time However a When incoming calls appear on the Attendant Console you must handle them using the buttons of the console a When calls appear on the CAS computer screen you must handle them using the mouse and the CAS software features 42 CHAPTER 6 VCX ATTENDANT CONSOLES MODEL 3105 AND COMPLEMENT ATTENDANT VCX Attendant Console Access Buttons gt Feature Buttons The VCX 3105 Attendant Console has 50 Access buttons and 4 preprogrammed Feature buttons In effect the Attendant Console is an extension of the VCX Business Telephone or VCX Basic Telephone with which it is associated Figure 8 illustrates the buttons and controls on the VCX 3105 Attendant Console The 50 Access buttons on an VCX 3105 Attendant Console can each have two sets of assignments 1 through 50 and 51 through 100 To toggle between the two sets of assignments press the Shi
61. er program Find the page in the LabelMaker that has labels for your attendant console Edit the label template by clicking any of the label text boxes to highlight the existing text and then typing new text 8 Press Tab to move to the next text field in the label 9 Click the Print button at the top of the LabelMaker screen to open the 10 11 gt Attendant Console Status Lights Print dialog Specify which page you want to print Typically the default is to print all pages Click Print Cut out the labels and put them in the label holders of your attendant console To save the edited LabelMaker click the Save button at the top of the LabelMaker screen Or you can click File gt Save As to save the LabelMaker to a new location To reuse your saved LabelMaker run the file that you saved to your computer If you download the LabelMaker from the 3Com web site you always get the default version If you save the default version to the same place you saved an earlier edited version you overwrite the earlier version An Access button that is set up for incoming and outgoing calls is called a System Appearance button The light beside each System Appearance button indicates its status See Table 6 Table 6 Status Indicator Lights for System Appearance Buttons If the light is The line is Off Available for use Steady In use Blinking quickly Dialing an emergency call 46 CHAPTER 6 VCX ATTENDANT CONSOLES
62. erence button Allows you to set up a three way conference call See Setting up a Conference Call Call Park button Places a call in a holding pattern so that it can be retrieved from any other telephone on the system See Call Park Labels You can print labels for your Attendant Console using the LabelMaker utility which is available through the 3Com web site See Printing Labels Label cover tabs Allow you to unsnap the plastic cover to insert labels Access buttons A light next to each button indicates whether the line is available or in use or whether assigned features are enabled See Attendant Console Status Lights Your administrator uses the VCX Administrator web interface to map telephone extensions to Access buttons numbers The interface numbers each button For example the administrator may say that extension 4001 is assigned to button 1 extension 4002 is assigned to button 2 and so on On the Attendant Console the buttons are numbered from top to 44 CHAPTER 6 VCX ATTENDANT CONSOLES MODEL 3105 AND COMPLEMENT ATTENDANT Printing Labels bottom starting in the top left corner However no number physically appears next to a button a The first five buttons from the top in the left column correspond to Access buttons 1 through 5 The bottom four buttons are always the Feature buttons a The second column of nine buttons correspond to Access buttons 6 through 14 a The third
63. ering Feature 434 then enter the password You can use this method in place of step 1 above See Chapter 8 for information on feature codes You can change your password through the VCX User Interface see Chapter 10 This changes your password on the VCX call processor However your password is also stored locally on your telephone Changing your password through the VCX User Interface does not change the password stored on the phone You must use the Telephone User Interface TUI and change the local password to match the password stored on the call processor by following these steps Press Program 5 5 For phones without a Program button press Feature 410 5 5 The Display Panel shows Enter Password Enter your new password and press The VCX call processor periodically communicates with each VCX telephone If you change your password through the VCX User Interface but do not change it through the TUI the VCX call processor detects a password mismatch and logs you out If this happens follow steps 1 and 2 to log in 52 CHAPTER 7 BASIC TELEPHONE OPERATION Answering a Call Answering a Second Call To answer an incoming call lift the handset If your phone includes multiple access lines press the Access button for the line on which the new call is arriving the line next to the button will be flashing If your phone includes a speaker you can answer a call by pressing the Speaker button Model 2101 and M
64. es to a double ended arrow Press the left mouse button and drag the bar up or down the screen When you answer a call using the Complement Attendant Software you can select a user from the directory and transfer the call to that user Table 7 describes the main elements of the Call List and Directory List areas Table 7 Elements of the Complement Attendant Software Screens Field Purpose Call List Displays Caller ID information name and extension number the status of a call and the duration of the call The number of calls displayed depends on the number of access lines that you have specified in your general settings Find Phone Display Provides the extension number and name of the person selected in the directory Clear Button Cancels previous criteria Main Directory tab Displays all the entries in the Directory List Extension Status Sorts the data in the directory by extension status Extension Sorts the data in the directory by listing the extension numbers in ascending order First Name Sorts the list of users in alphabetical order by first name Last Name Sorts the list of users in alphabetical order by last name Department Sorts the directory by the user department Notes Sorts the directory by note entries Hidden List tab Hides entries in the VCX directory that you do not want to appear on other tabs such as conference room phones Quick List tab Provides ac
65. ettings take precedence over Call Coverage Point settings Furthermore the Call Forward Ring No Answer feature also has a ring timeout value The default timeout value for this feature is also 20 seconds The Ring No Answer timeout value has priority over the call coverage timeout value If the Ring No Answer timeout value is greater than the coverage timeout value the coverage timer is ignored so the call can be forwarded to the Call Forward destination a The call cannot be answered because the destination is busy or unreachable logged out or disconnected from the network The default call coverage point is voice mail However your administrator can specify a different default for all subscribers or you can set your own call coverage point There are four possible call coverage points a Voice mail the default a The Auto Attendant a A telephone number internal or external 106 CHAPTER 10 USING THE VCX USER INTERFACE gt m No coverage If the no coverage option is selected and a call is not answered the caller will hear a busy tone or an error message depending on the reason for the unanswered call If you enable Do Not Disturb on your phone calls will automatically go to the call coverage point which may or may not be voice mail The call coverage point must be set through the VCX User Interface or the Administrator Interface It cannot be set through the TUI Enabling Bridged Extensions This section des
66. for use Steady The line is in use Fast blink The line is ringing Slow blink The line is on hold When you are on a call you can answer another call while the line status light is flashing Put the first call on hold and then press the Access button for the new incoming call VCX BASIC TELEPHONES MODELS 3101 AND 3101SP This chapter describes the buttons controls and features on the 3Com VCX Model 3101 and Model 3101SP Basic Telephones The chapter includes the following topics m Buttons and Controls m Access Buttons a Status Lights for System Appearance Buttons For information about the 2101 Basic Telephone see Chapter 2 For information about the 3105 Attendant Console see Chapter 6 To verify the model number of your telephone refer to the label under the phone 26 CHAPTER 4 VCX BASIC TELEPHONES MODELS 3101 AND 3101SP Buttons and Figure 4 shows the buttons and controls on the VCX Model 3101SP Basic Controls Telephone The VCX Model 3101 Basic Telephone does not include a microphone 8 or a speaker button and its indicator light 10 All other controls are identical on the two telephones Figure 4 VCX Model 3101SP Basic Telephone 1 2 3 1 Soft buttons Use the soft buttons to navigate through Display Panel options A button s function depends on the option selected The buttons are left to right a Sict Select Use this button to select a display
67. ft button Your administrator can assign features to each Access button Possible features include a Status of internal telephone extensions busy available In the current release when you assign a phone extension to an Attendant Console button the button assignment does not become effective until either the Attendant Console is rebooted or the phone registration interval elapses The default registration interval is one hour 3600 seconds Speed dials for user extensions The four Feature buttons are programmed for the most common features needed by a receptionist Call Transfer Call Hold Conference Call Park The Shift button does not affect the operation of the Feature buttons Your administrator configures the feature assigned to a particular Feature button using the VCX Administrator web interface The feature to button mappings described in the list following Figure 8 are the defaults and may not correspond to your configuration Figure 8 and the text that follows it describe the features on the VCX 3105 Attendant Console VCX Attendant Console 43 Figure 8 VCX 3105 Attendant Console GoGo O00000 000 O00000 000 O00000 000 O00000 000 O00000 000 0 hOND 8 Transfer button Enables you to send a call to another telephone See Transferring a Call 2 Hold button Places a caller on hold See Putting a Call on Hold 3 Conf
68. ght buttons are reserved for future use See Viewing the Call History Program button Use this button to access and view the Display Panel Main menu 6 Access buttons See Access Buttons 7 Microphone located on the side of the telephone Activated when 10 11 12 13 14 15 the telephone is in soeaker phone mode that is after you press the Speaker button or the Hands Free button For best results keep the area around the microphone free of obstructions Label area for Access buttons The telephone LabelMaker available through the 3Com web site enables you to define and print a new label for your Access buttons See Printing Labels Telephone key pad Hold button Places a caller on hold See Putting a Call on Hold Transfer button Sends the currently active call to another telephone See Transferring a Call Conference button Establishes a single call with up to three internal parties external parties or a combination of both See Setting up a Conference Call Redial button Redials the last telephone number or extension that you called See Making a Call to a Remote Office Speaker button Enables you to use the speaker phone feature Press the Speaker button before you dial the call when your telephone is ringing or while a call is in progress To turn the speaker phone off and resume the conversation pick up the handset FWD MAIL button Directs all incoming
69. gle between the two calls put the current call on hold and then press the Access or Toggle button for the call you want to resume Answering a New Call While on a Call 1 Transferring a Call 61 You can put your current call on hold answer a second call and then toggle between the two calls When a new call arrives press the Hold button to put the current call on hold Press the Access button for the incoming call its light will be flashing On the Model 2101 phone which has no Access button press Toggle To toggle between the two calls put the current call on hold and then press the Access or Toggle button for the call you want to resume Transferring a Call Unattended Transfer Attended Transfer When you are on a call the Transfer feature allows you to send the call from your telephone to any other internal line or if your call permissions allow to an external line If your telephone is part of a bridged extension see Call Transfer Call Conferencing and Bridged Line Calls for additional information You can also transfer a call to another subscriber s voice mail See Transferring a Call to Another User s Voice Mail In an unattended transfer you transfer the call without notifying the recipient You can either use the Transfer button or the transfer feature code While on a call press Transfer or press Feature 420 Dial the number to which you want to transfer the call and hang up
70. group is reached see the discussion of timeout values later in this section Calling Group An incoming call simultaneously rings on all member phones that are logged in even if a member is on another call For example if A B C and D are all available an incoming call will ring simultaneously at all four extensions until the total timeout value for the group is reached see the discussion of timeout values later in this section For each hunt group type your administrator configures two timeout values Device Timeout Specifies how long the VCX call processor rings at one extension before moving to the next extension if there is no answer Total Timeout Specifies how long the VCX call processor attempts to make a connection within the hunt group before directing the call to the hunt group s default call coverage point The administrator can configure the call coverage point to be A voice mailbox a Another hunt group a An individual extension An Auto Attendant number a An external phone number Hunt Groups 95 Ask your administrator for information on timeout values and your hunt group s default call coverage point Table 10 summarizes how the three hunt group types route incoming calls Table 10 Hunt Group Behavior Linear Hunt Group Circular Hunt Group Calling Group Condition Result Result Result No members Go to call coverage Go to call coverage Go to call coverage All members logg
71. h the primary telephone In fact the buttons on the secondary phone associated with the primary phone function as speed dial buttons to the primary phone Both users can use VCX features to manage bridged calls For example bridged calls can be transferred put on hold or forwarded to voice mail However because multiple phones are involved you should note the considerations discussed in Bridged Line Interaction with Other Features When an extension is bridged SA buttons 4 or 5 and status lights on the secondary phone are associated with Bridged System Appearance 108 CHAPTER 10 USING THE VCX USER INTERFACE Bridged Line Interaction with Other Features BSA buttons and status lights on the primary phone Lights on each phone indicate the state of each bridged line a If the light is off the bridged line is available for use on the primary phone m If the light is on the bridged line is in use by either a primary phone user or a secondary phone user m If the light blinking quickly the bridged line is ringing on all primary and secondary phones m If the light is blinking slowly on both phones the line has been put on hold by either the primary phone user or a secondary phone user This indicates a shared hold state The line can be picked up by any phone mapped to this bridged line Both primary and secondary users can be logged in to multiple phones For example an administrative assistant secondary user
72. hange the telephone login password To initialize your mailbox Lift the handset Press the message button on your phone see the chapter in this guide that describes the buttons and controls for your particular phone model At the password prompt use the keypad to enter your default password The voice prompt system describes the initialization process and introduces the Setup Assistant function Follow the voice prompts to a Enter a new password ask your administrator for password length requirements use digits only and are invalid characters b Record a name announcement c Record a personal greeting Hang up Configuration Options Simple VCX telephone operations for example making a call transferring a call and putting a call on hold require no configuration These operations are described in Chapter 7 14 CHAPTER 1 GETTING STARTED Many VCX features however do require configuration for example call forwarding and speed dialing In general you can configure these features using one of the following methods The Telephone User Interface TUI is a phone based interface that allows you to manage your user account and VCX telephone by entering commands using the telephone keypad Configuration options and prompts are displayed on the telephone Display Panel See Chapter 9 for more information on using the TUI Many options configured through the TUI require entering a feature code Feature codes ar
73. he first speed dial for example Speed dial 1 1001 Use the up and down scroll buttons to locate the speed dial number you want to dial Press the first soft button under the Display Panel Your phone dials the number You can also press the second soft button under the Display Panel to enter edit mode A blinking cursor appears under the first digit in the displayed speed dial number allowing you to modify the number Press to save the number and exit edit mode To exit the speed dial list in the Display Panel press the third soft button In addition to using the Program menu to list soeed dial numbers you can view the speed dial numbers configured on your phone by pressing Feature 463 Call Forwarding This section describes how to enable and use call forwarding features set up through the TUI using feature codes see Chapter 8 You can also configure and enable call forwarding through the VCX User Interface See Enable Call Forwarding You can use the TUI on your phone to specify m Where you want your call to be forwarded m The condition that results in the system forwarding a call gt Call Forward Ring No Answer 1 Call Forwarding 85 a Ring No Answer Redirects incoming calls to another destination when your phone rings for a configured time period the default is 20 seconds You can forward all unanswered calls by entering the Ring No Answer feature code 466 and then entering the number to whi
74. he model number of your telephone refer to the label under the phone 16 CHAPTER 2 VCX BASIC TELEPHONE MODEL 2101 Buttons and Figure 1 shows the buttons and controls on the VCX Model 2101 Basic Controls Telephone Figure 1 VCX 2101 Basic Telephone 3 June 29 10 34 am Extension 108 Q 12 11 10 9 The 2101 Basic Telephone includes the following features 1 Handset 2 Hook switch under the handset Pressing and releasing the hook switch gives you a dial tone 3 Display Panel Displays telephone status messages Caller ID information if enabled and the number of new messages voice e mail and fax that you have in your mailbox see Using the Telephone Display Panel for more information on how message status determines the message list You can also use the Display Panel to view or enable features available through the Main menu You can access the Main menu by pressing Buttons and Controls 17 Feature 410 410 is a feature code see Chapter 8 for information on using feature codes The following features are available a User Directory Displays a directory of the people in your organization See Viewing the User Directory a Call History Displays logs of your recent missed answered and dialed calls See Viewing the Call History a Speed Dial Speed dial numbers must be configured through the VCX User
75. iewing configured numbers 84 speed dials problems with 124 status lights 2102 Business Telephone 24 3101 Basic Telephone 30 3102 Business Telephone 39 support bracket 1102 2102 2102 IR security wall mount 121 3101 3102 3105 attaching 117 T telephone maintenance 115 telephone support brackets 3101 and 3102 117 telephones cleaning 122 connecting 116 logging in 50 mounting 3101 and 3102 117 moving and swapping 122 passwords 50 time zone setting through the VCX User Interface 103 transferring a call 61 attended 61 unattended 61 troubleshooting introduction 115 list of possible problems 123 U user directory through the VCX User Interface 102 user directory global viewing 75 user directory local viewing 75 128 INDEX VCX 2101 Basic Telephone see 2101 Basic Telephone VCX 2102 Business Telephone see 2102 Business Telephone VCX 3101 Basic Telephones see 3101 Basic Telephone VCX 3102 Business Telephones see 3102 Business Telephone VCX 3105 Attendant Console see 3105 Attendant Console VCX Complement Attendant Software see Complement Attendant Software VCX User Interface accessing 100 logging out 113 login screen 100 set up selective ringing 103 setting ring patterns 102 setting the time zone 103 viewing call history 102 viewing phone registrations 103 viewing the user directory 102 volume controlling 58 W Wait for NCP message 124 wall mount bracket 120
76. ion of Caller ID information is enabled and you want to block your Caller ID for the next call only 1 Pick up the handset 2 Press Feature 890 3 Dial the number Your ID is not delivered to the caller Setting up a Conference Call 77 If transmission of Caller ID information is disabled and you want to send your Caller ID for the next call only Pick up the handset 2 Press Feature 890 3 Dial the number Your ID is sent to the caller Setting up a Conference Call gt Unannounced Conference 1 The conference feature enables you to have three people on one call 3 way calling If your telephone is part of a bridged extension see Call Transfer Call Conferencing and Bridged Line Calls for additional information The following sections describe how to set up an unannounced conference call and an announced conference call In either type of conference call if one of the participants hangs up the other two participants remain connected In an unannounced conference you conference in the person without notifying that person While on a call press Conference or press Feature 430 The system places your caller on hold 2 Dial the number of the person you want to conference in 3 Press Conference or Feature 430 again The three way conference Announced Conference begins when the recipient answers the call In an announced conference you announce to the recipient that you are conferenci
77. is requeued for the hunt group Each time a call is put back in a hunt group queue it is treated like a new call If you are a member of one or more hunt groups the phone message button acts as a MWI for the hunt group voice mailbox even if you are not logged in to the hunt group Pressing the message button displays a menu which shows number of new messages in each mailbox including your personal mailbox You can use the arrow navigation keys to locate a voice mailbox Press the message button to access the selected mailbox You can use the TUI to view the hunt groups you belong to and your current login status for each group To view hunt group information enter the following feature code Feature 972 The Display Panel on the phone displays the hunt groups you belong to and your current status Use the up and down scroll buttons to navigate through the hunt group list The first line displays the name and number of the hunt group The second line displays your current status 98 CHAPTER 9 STANDARD FEATURES a Press soft button 1 below the Display Panel to change your current login status m Press soft button 2 or 3 below the Display Panel to exit from the hunt group display When you change your login status the Display Panel shows HuntGroup Status Changed If you are logged into multiple phones using the same phone number this message appears on all phone displays While this message appears in the Display Panel press
78. isplay Panel See Using the Telephone Display Panel 24 CHAPTER 3 VCX BUSINESS TELEPHONE MODEL 2102 5 Feature Enables you to access features that are not directly assigned to an Access button on your telephone For more information on feature codes see Chapter 8 Directory Lists in the Display Panel all the users in your organization and their extensions You can use the Soft Buttons to sort the list and select an entry Selecting an entry automatically dials the extension See Viewing the User Directory In this release a The first button starting from the top is for the Do Not Disturb feature See Activating Do Not Disturb a The second button is for the Call Forward All feature See Call Forwarding a The next 5 button buttons 3 through 7 are set to the first five speed dial codes that you assign using the VCX User Interface through your web browser or the telephone keypad See Speed Dialing a The next 2 buttons buttons 8 and 9 are for the Bridging Extensions feature See Bridging Extensions These three Access buttons System Appearance buttons SA1 SA2 and SA3 are lines for incoming and outgoing calls Line Status Lights The light for each Access button for each line system appearance indicates the status of the button Table 3 lists the light pattern associated with the status of each line Table 3 Status Indicator Lights Light Status Off The line is available
79. n lists the mailboxes You can press Up and Down arrow keys to select a mailbox then press the MSG button again to connect to that mailbox Logging Out To log out of the VCX User Interface follow these steps From any screen click the Log Out button just above the copyright notice The Login screen appears 2 Close your web browser 114 CHAPTER 10 USING THE VCX USER INTERFACE TELEPHONE INSTALLATION AND MAINTENANCE This chapter covers these topics a Connecting the Telephone a Installing the 3102 Telephone Label Plate a Attaching and Adjusting the Support Bracket a Attaching and Adjusting the Support Bracket a Moving Your Telephone Swapping Telephones Cleaning Your Telephone a Troubleshooting Problems 116 CHAPTER A TELEPHONE INSTALLATION AND MAINTENANCE Connecting the Telephone Although the connector layout varies between telephones all VCX telephones and attendant consoles use these symbols to identify the connectors Power connection for an AC power adapter The adapter is an optional component on VCX 3101 and 3102 Telephones and the 3105 Attendant Console Network connection Connects the device to the network VCX 3101 and 3102 Telephones and the 3105 Attendant Console as well as older VCX telephones that include PE in the part number can accept a powered Ethernet cable that conforms to the Power over Ethernet IEEE 802 3af standard VCX Attendant Console to
80. nced 77 setting up 77 unannounced 77 configuration interface options 13 connecting telephones caution RJ 45 versus RJ 11 jacks 116 electrical power 116 D ial tone troubleshooting an NBX Telephone 123 ialing a remote office using a site code 54 using a unique extension 54 ialing while on a call 60 irected Call Pickup 87 irectory of users global 75 local 75 isplay panel using 74 Do Not Disturb activating 62 dropping calls 56 ag a g Q E electrical shock avoiding 123 extensions bridging 106 F feature codes 3102 Business Telephones 67 forward universal call forwarding set through VCX User interface 104 set with a feature code 85 forwarding a call to a remote location 91 forwarding calls 84 104 G global user directory 75 H hands free using 59 headset retuning after a long delay 59 using 3102 phone only 59 holding a call 60 Hunt Groups access numbers 93 calling 94 circular 94 feature code 97 feature interaction 96 linear 93 log in or log out feature code 96 logging in 95 overview 92 timeout values 94 types 93 viewing membership and status 97 l identifying a phone 15 installing telephones 115 J joining a monitored call 89 L ine status lights 2102 Business Telephone 24 3101 Basic Telephones 30 3102 Business Telephones 39 inear Hunt Group 93 ocal user directory 75 ogging in 50 M maintenance telephone 115 making calls 52 message waiting
81. ne setting To forward incoming calls to your voice mailbox for a Business Telephone either Model 2102 or 3102 Press Fwd Mail The red light next to the button comes on All future calls are sent to your voice mailbox If forward to voice mail is not enabled you can send a call that is ringing and all subsequent calls to your voice mailbox by pressing Fwd Mail To disable this feature press Fwd Mail again The light goes out and calls ring normally To forward incoming calls to your voice mailbox for any VCX phone including the Model 2101 which does not have a FWD Mail button Press Feature 440 All future calls transfer automatically to your voice mailbox If you have not enabled this feature code you can send a call that is ringing and all subsequent calls to your voice mailbox by pressing Feature 440 To disable this feature press Feature 440 All calls ring normally Transferring a Call to Another User s Voice Mail You can transfer a connected call directly to another subscriber s voice mail rather than that subscriber s phone extension To transfer a call to another subscriber s voice mail While on a call press Feature 441 The Display Panel shows the following prompt Transfer VMail Number Enter the extension of the subscriber whose mailbox will receive the call and press 80 CHAPTER 9 STANDARD FEATURES The caller hears the mailbox greeting of the target subscriber but the subscri
82. ng them into a call The recipient can then decide whether to take the call While on a call press Conference or Feature 430 The system places your caller on hold Dial the extension of the person you want to conference in then press the OK button or press Feature 120 When the called party answers announce the conference a If the recipient wants to take the call press Conference or Feature 430 Now three people are on the same call 78 CHAPTER 9 STANDARD FEATURES m f the recipient does not want to take the call hang up the second call and go back to the first call by pressing the Access button or for the Model 2101 the Toggle button for that call Transferring Your Phone Settings to Another Phone This feature enables you to use any 3Com phone attached to the same VCX system call processor as your phone with all your phone s settings It is possible for an administrator to lock an extension to a particular phone If this is the case you cannot program the phone to use your extension To transfer your phone s settings to another phone Log out of your own phone by pressing Program 5 6 For phones without a Program button press Feature 410 5 6 If your administrator has enabled the Multiple Contacts feature for your extension you do not have to log out of one phone before logging into another From the phone that you want to use as yours enter your phone number and password a Press P
83. nitially set by your administrator a Calling Features Speed Dialing Allows you to set up speed dial codes for up to 9 phone numbers Call Forwarding Allows you to control how the VCX system handles your calls when you do not answer a call your extension is busy or your calls are forwarded to another extension See Enable Call Forwarding for additional information Call Coverage Allows you to set your default call coverage point The configured call coverage point determines the destination of a call that is either not answered in time or cannot be answered because the destination is busy or unreachable logged out or disconnected from the network The default destination for unanswered calls is voice mail See Configuring a Call Coverage Point Selective Ringing Enables you to set distinctive ringing tones to identify individual callers Privacy Allows you to control whether the VCX system sends your Caller ID when you make a call Call Restrictions Allows you to block incoming and outgoing calls that match specified patterns Hunt Groups Allows you to view the hunt groups you belong to and your current login status for each group Log Out Ends your VCX User Interface session See Logging Out 104 CHAPTER 10 USING THE VCX USER INTERFACE Enable Call Forwarding This section describes how to enable and use call forwarding features set up through the VCX User Interface You can al
84. nnections are part of the same network One of the benefits of a telephone configured with an IP address is portability Depending on how your administrator has configured the VCX system you may allowed to configure another VCX phone in the system to duplicate your primary phone simply by logging in to the other phone using your password see Transferring Your Phone Settings to Another Phone Your VCX telephone can provide many features Some of these features are optional Your administrator determines which features are available for your telephone Initial Voice Mailbox Setup 13 Initial Voice Mailbox Setup When a caller dials your telephone number and you are unable to answer the call the caller hears recording and is prompted to leave a message Before you can listen to messages in your voice mailbox you must record your name a personal greeting and change the default password you use to access your mailbox Your administrator will provide you with the default password for initial mailbox access Typically the default password is the last 4 digits of your phone number The first time you access your voice mailbox the system prompts you to change your password record your name and record a personal greeting Note that the password you use to access your voice mailbox is the same password you use to log in to your telephone When you change the default voicemail password in the following procedure you automatically c
85. nsion that you called See Making a Call to a Remote Office 16 17 18 19 Access Buttons 23 Speaker button Enables you to use the speaker phone feature Press the Speaker button before you dial a call when your telephone is ringing or while a call is in progress To turn the speaker off and resume the conversation pick up the handset Volume control buttons Enables you to adjust the volume of the ringer the speaker or the handset See Controlling the Volume Mute button Use this button to prevent callers from hearing you while you can still hear your callers See Muting Calls Hands Free button Allows you to answer internal intercom calls without picking up the handset An external call a call from outside your VCX system rings to your telephone as usual See Using the Hands Free Feature The light next to the Hands Free button remains red as long as this option is enabled Access Buttons Figure 3 shows the 18 Access buttons Figure 3 Access Buttons O 6686666 cO O7 8 Q H Access buttons have the following settings OK Press the OK button to send a call 2 Release Press the Release button to disconnect a call 3 Call Park Enables you to place a call in a holding pattern so that it can be retrieved from another telephone in the system See Call Park Call History Enables you to view the last 10 missed answered or dialed calls on the D
86. nt to dial Allows you to enter a personal speed dial number See Speed Dialing continued Table 9 VCX Feature Codes Alphabetical by Feature or Task Feature Feature Code Entry Feature Codes 71 Description Speed Dial Display Feature 463 Lists the configured speed dial numbers in the Display Panel Transfer Feature 420 then lt destination gt hang up This is an unattended transfer For an attended transfer see Transferring a Call Transfer to Voice Mail Enable Disable Feature 440 When enabled transfers all calls to the voice mail See Forwarding Calls to Voice Or Mail 440 Transfer to Another User s Feature 441 then lt destination gt See Transferring a Call to Another User s Voice Mail Or Voice Mail Transfer then 441 lt destination gt then Transfer User Directory Feature 461 Lists the users in the local user directory or if enabled the users in the global user directory See Viewing the User Directory Volume DTMF Feature 329 Adjusts the volume heard when a keypad button is pushed After entering Feature 329 press the up or down volume buttons on the phone to raise or lower the DTMF volume Volume Up or Down Feature 102 to raise the volume or Feature 103 to lower the volume Adjusts the volume setting for the current mode If the handset is in the cradle and the speaker is disabled adjusts
87. ntents Each tabbed page includes a text box that describes the purpose of the page Each text box also includes a Help button If you need more 102 CHAPTER 10 USING THE VCX USER INTERFACE information on a page click Help to launch the VCX User Interface online Help system The following list provides a brief description of the features you can manage on each tabbed page For detailed information refer to the online Help Note that some features must be enabled on the phone after configuration in the VCX User Interface These features are noted in the list a Welcome Welcome Provides an initial welcoming page that can include current system information such as mailbox capacity and the number of new and saved messages My Information Displays name and address information that you can modify as necessary Web Login Allows you to change the password you use to access the VCX User Interface Directory Allows you to search a directory of other system users to find name and extension information The directory can be either local users whose phones are connected to the same VCX call processor or global all the users in a multi site enterprise that includes regional branch and local offices Search criteria can include first name last name extension or location If you do not enter search criteria all users are displayed a My Extensions Call History Allows you to view the call history for your
88. number you want to associate with this button If a number is gt Dialing Speed Dial Numbers already configured for this button you can enter a different number To store the number press the OK button or press Make sure you write the name of the person whose number you have stored and the corresponding Speed Dial Access button or feature code The method you use to dial a configured speed dial number depends on your phone and whether or not the number is mapped to a speed dial Access button To dial a number configured as a speed dial on a VCX phone with one or more speed dial Access buttons press the appropriate button If the number is not associated with a button use the next procedure To dial a configured speed dial number on any VCX phone Pick up the handset if you want to use you phone s speaker go to step b 2 Press Feature 3 Enter the feature code associated with the number you want to dial For example if the number you want to speed dial is mapped to speed dial 2 enter the following through the TUI Feature 602 84 CHAPTER 9 STANDARD FEATURES Alternatively you can skip pressing the Feature button and enter 601 2 Note that with this syntax you cannot enter 602 You can also use the following method to dial a speed dial number on any VCX phone Press the Program button or press Feature 410 The Main menu appears Press 3 to access the Speed Dial menu The Display Panel lists t
89. odel 3101 do not support speaker operation To answer a new call while you are on an existing call Press the Hold button to put the current call on hold 2 Press the Access button for the line on which the new call is arriving 3 To return to the original call press the Hold button to put the new call on hold or hang up the new call and then press the Access button to access the original call For the 2101 Model Telephone Press the Call Toggle button to put the current call on hold and to access the second call 2 To return to the original call press the Call Toggle button again 3 To toggle between the two calls press the Call Toggle button again Making Calls gt Making Internal Calls 1 This section describes standard dialing features The VCX administrator can configure calling restrictions for some one or all the phones at a site These restrictions may limit the outbound calls external or to another company site a phone can make Ask your administrator if any calling restrictions have been implemented on your phone system To dial an internal call Use one of these options a Pick up the handset and dial the number Redialing a Call Making External Calls 1 Making Calls 53 b Pick up the handset press one of the access buttons that is not currently in use and dial the number If your phone includes a speaker you can use one of the following options For Model 2101 press Feature 104 to
90. om the SA line to its BSA line A secondary phone user however can only transfer a call from an SA line to BSA line but cannot transfer a bridged call to an SA line Both primary and secondary phones can set up a 3 way conference call on a bridged line 112 CHAPTER 10 USING THE VCX USER INTERFACE Call Park and Bridged Line Calls Either the primary phone user or the secondary phone user can park a call When either a primary or secondary phone user parks a call and the call park timeout value is reached the default is 5 minutes the parked call rings back only on the phone that parked the call For example if a primary phone user parks a bridged call to a Call Park extension and no one picks up the parked call after 5 minutes the parked call rings back only on the primary phone that parked the call The call does not ring back on a secondary phone or on any other primary login instance When the primary phone answers the call the SA status light on primary phone lights but the BSA status lights on the bridged phones do not light A parked call that rings back on a primary phone rings on the first free SA line A parked call that rings back on a secondary phone rings on the first free SA line If all lines are in use a parked call that rings back is forwarded according to the enabled Call Forwarding setting for that phone If Do Not Disturb is enabled the parked call is forwarded to the call coverage point configured for tha
91. on Guide Convergence Center Client User and Administration Guide The following documents provide information on products that support this release Enterprise Management Suite User Guide VCX V7111 Fast Track Installation Guide Version 4 4 VCX V7111 VoIP SIP Gateways User Manual Version 4 4 a VCXV7122 SIP VoIP Gateway Installation Guide Version 4 4 a VCXV7122 VoIP SIP Gateways User Manual Version 4 4 a VCX V6000 Branch Office Gateway Fast Track Installation Guide Version 4 4 a VCX V6000 Branch Office Gateway User Manual Version 4 4 Comments Send e mail comments about this guide or about any Voice product documentation to VOICE Techpubs comments 3com com Include the following information with your comments a Document title a Document part number found on the front page a Page number a Your name and organization optional Example VCX Telephone Guide System Release 6 0 Part Number 900 0287 01 Rev AA Page 25 Please address all questions regarding the 3Com software to your authorized 3Com representative GETTING STARTED This chapter provides a general description of your VCX telephone and describes the steps you must complete to use your phone This chapter includes the following topics a VCX Telephone Overview a Initial Voice Mailbox Setup a Configuration Options a Additional Information Sources 12 CHAPTER 1 GETTING STARTED VCX Telephone Overview Your VCX telephone must be
92. ows you to monitor another user s phone calls See Silent Monitor and Barge In FWD Universal Allows you redirect incoming calls to another destination unconditionally See Call Forwarding FWD Busy Allows you redirect incoming calls to another destination when your phone is busy See Call Forwarding FWD Ring No Answer Allows you redirect incoming calls to another destination when your phone rings but is not answered See Call Forwarding Remote Forward Universal Allows you to configure the forwarding options of another phone from your phone See Remote Call Forward Call Park Allows you to place a call in a holding pattern and make the call available for other phones See Call Park Direct Pickup Allows you to answer a call ringing on another phone See Directed Call Pickup Hunt Group When enabled by your administrator allows you to log in to and out of a Hunt Group See Hunt Groups 36 CHAPTER 5 VCX BUSINESS TELEPHONE MODEL 3102 Transfer to VMail Allows you to transfer a call to another user s voice mailbox See Transferring a Call to Another User s Voice Mail a Advanced Settings Configures network parameters CAUTION This option is for administrator use only Unauthorized modification of these parameters will disconnect your phone Scroll buttons Up Down Left Right Use the Up and Down buttons to scroll through items in the Display Panel The Left and Ri
93. peed dial Access buttons To configure a speed dial number using the Program button and the Speed Dial menu Press the Program button or press Feature 410 The Main menu appears Press 3 to access the Speed Dial menu The Display Panel lists the first speed dial Speed dial 1 If the speed dial is already configured the Display Panels show the configured number for example Speed dial 1 1001 To locate the speed dial number you want to configure press the speed dial number 1 through 9 or use the up and down scroll buttons If you assign a number to a speed dial that does not have a corresponding Access button you can speed dial the number only by entering the appropriate feature code Speed Dialing 83 To replace an existing speed dial number use the second soft button to delete each digit Press the second soft button under the Display Panel or press then enter the number you want to associate with this speed dial Include all prefix numbers that you would normally dial such as a 9 or 8 or 1 to access an outside line and if necessary the country code or area code To store the number press the OK button or press Alternatively you can directly configure a speed dial number with a speed dial Access button Press the Program button or press Feature 410 The Main menu appears 2 Press 3 to access the Speed Dial menu 3 Press the speed dial Access button you want to configure 4 Enter the
94. pes assume the administrator has configured four members for each type A B C and D Note that a member must be logged in to both the VCX system and the hunt group to receive a call a Linear Hunt Group An incoming call always rings at the first member phone of the group then if the call is not answered at the phone of the next member in the group list For example if A B C and D are all available an incoming call will always ring first at member A s extension If A does not answer the call is routed to member B s extension and so on until the last member of the group is reached If no member is available the call is routed to the call coverage point immediately When the total timeout 94 CHAPTER 9 STANDARD FEATURES value configured for the group is reached or the last hunt group member fails to answer whichever happens first the call is routed to the call coverage point see the discussion of timeout values and call coverage points later in this section Circular Hunt Group An incoming call rings at the member phone following the member to whom the last call was routed If the call is not answered the call rings at the phone of the next member in the group list For example if A B C and D are all available and member B received that last call the next call will ring at member C s extension If C does not answer the call is routed to member D s extension and so on until the total timeout value for the
95. phone for example the calling and called parties and call duration Ring Patterns Enables you to set distinctive ringing tones to identify the source internal external or private incoming calls Bridge Permissions Enables you set up your extension so that other users can receive your calls on their phones After configuring bridge permissions through the VCX User Interface see Enabling Bridged Extensions for additional information Bridge Mappings If someone has bridged an extension to your phone you can map button 4 or 5 to the other extension After configuring mappings through the VCX User Interface see Enabling Bridged Extensions for additional information gt VCX User Interface Overview 103 You should not bridge an extension to a Basic phone Models 2101 or 3101 because these phones have no programmable access buttons Therefore a Basic phone has no way of distinguishing a call to its extension and a bridged call Registrations Lists all phones on which you are currently logged in Passwords Enables you to set the login password for your phone extension This password is also used for mailbox access and must be synchronized with IP Messaging see the VCX User Interface online help Date Time If you log in to a phone in another time zone you can use this option to update the VCX system with your current time zone information Also allows you to change the date time format which is i
96. pping Your administrator assigns a password for your telephone This password Telephones associates your telephone extension and mailbox with your account This may allow you to configure another VCX phone in the system to duplicate your primary phone This means if you are away from your primary phone for example in a different office you can program the local phone to use your extension Any calls made to your extension will ring in both locations and you can access your mailbox from either phone See the overview section in the chapter that describes your telephone for more information Cleaning Your Telephone Always unplug your telephone from the power source and from the network before you clean it Use a soft cloth dampened with mild detergent A Troubleshooting Problems 123 WARNING Failure to unplug the telephone before you clean it could result in electrical shock Troubleshooting Problems Table 11 lists possible problems that you may encounter and the most likely solutions Where possible each solution refers to the section in this guide where you can find detailed information Table 11 Possible Problems Possible Problem My telephone has no dial tone and the display panel is blank Suggested Solutions m Verify that the power cord is fully inserted in the correct connector on the underside of the telephone Use the strain relief tab to prevent the cord from becoming unplugged a Verify that
97. r received call or a missed call a Back Use this button to move the cursor backwards one space and delete the current space You can also use this button to sort displayed items a Exit Use this button to exit the currently displayed option 6 Telephone key pad 7 Scroll buttons Use these buttons to scroll through items shown on 10 11 12 13 14 15 the Display Panel Program button Use this button to access and view the Display Panel Main menu Access buttons with indicator lights See Programmable Access Buttons and Line Status Lights Access buttons without indicator lights See Programmable Access Buttons For both sets of buttons the telephone LabelMaker available through the 3Com web site enables you to define and print a new label for your Access buttons See Printing Labels Hold button Places a caller on hold See Putting a Call on Hold Microphone located on the underside of the telephone Activated when the telephone is in speaker phone mode that is after you press the Speaker button or the Hands Free button For best results keep the area around the microphone free of obstructions Transfer button Sends the currently active call to another telephone See Transferring a Call Conference button Enables you to set up a conference call 3 way calling See Setting up a Conference Call Redial button Redials the last telephone number or exte
98. r chooses the site codes for your system In this case you dial a site code first followed by the extension at the site For example suppose a company has three offices m Phones at the Chicago office use an extension range from 1000 through 3999 The site code for Chicago is 61 Class of Service Override Making Calls 55 m Phones at the Atlanta office use an extension range from 1000 through 3999 The site code for Atlanta is 62 a Phones at the Dallas office use an extension range from 1000 through 3999 The site code for Dallas is 63 In this example to call someone in Atlanta a user in Chicago dials the site code 62 and then the appropriate extension 1000 through 3999 To reach a user in Dallas a user in Chicago dials 63 and then the appropriate extension 1000 through 3999 The site code prevents conflicts between the remote extension number and a duplicated extension number at the local site Chicago The Class of Service Override feature allows you to apply the capabilities of your own VCX telephone temporarily to another VCX telephone on the same local network For example the telephone in a conference room may be configured to prevent long distance telephone calls You may however need to place a long distance call during a meeting If the permissions included with the Class of Service on your phone allow long distance calling you can use the Class of Service Override feature to apply your phone features to the
99. r disable the Hands Free feature press the HANDS FREE button on the phone The red light next to the button comes on enabled or goes out disabled To enable the Hands Free feature Model 3101SP press Feature 100 before calls come in to your telephone To disable Hands Free Active on Intercom press Feature 100 again Using a Headset 2 1 gt Returning to the Headset After a Long Delay 2 The Model 3102 Business Telephone has a headset jack located on the underside of the telephone To prepare the headset for all calls on either phone Plug the headset connector into the headset jack on the underside of the telephone Press the Headset button By default this button is the Access button just below the Program button at the top right corner of the telephone Verify that the indicator light next to the Headset button comes on To answer a call when you are using the headset Put the headset on When a call comes in press the System Appearance button beside the flashing light You are connected to the call The handset can be either on hook or off hook To end a call when you are using the headset press the Release button on the telephone By default the Release button is located at the bottom of the right column of Access buttons Certain brands of headsets enter a power saving mode that prevents the telephone from ringing for one or more calls when both of these conditions are true 60 CHAPTER 7
100. r the extension number Alternatively for steps 2 3 and 4 you can enter feature code 455 group security code and the extension of the ringing phone in the following format 455 lt group code gt lt extension gt The call is directed to your telephone Silent Monitor and Barge In The VCX system supports Silent Monitor and Barge In These two features are typically used in call centers to allow supervisors to listen to monitor and optionally join barge in a conversation between an agent and a customer to ensure proper customer support Unless the supervisor barges in neither the agent or the customer are aware that the supervisor is monitoring the call To invoke Silent Monitor the supervisor enters a feature code followed by the extension to be monitored see Monitoring a Call The supervisor in this case is defined as a user who is allowed to invoke the Silent Monitor feature for that particular extension Permission to monitor one or more extensions is configured through the VCX Administrator Interface see the VCX Administrator Guide If a user attempts to monitor an extension without permission the user hears an error tone and the LCD shows Unauthorized Silent Monitor and Barge In 89 If a supervisor attempts to monitor an agent s extension the supervisor phone LCD will display the error message no calls to supervise if a The agent is not logged in a The agent is not on a call a The agent is currentl
101. r trademarks of their respective holders CONTENTS ABOUT THIS GUIDE Conventions 8 Figures 8 Related Documentation 9 Comments 10 GETTING STARTED VCX Telephone Overview 12 Initial Voice Mailbox Setup 13 Configuration Options 13 Additional Information Sources 14 VCX BASIC TELEPHONE MODEL 2101 Buttons and Controls 16 VCX BUSINESS TELEPHONE MODEL 2102 Buttons and Controls 20 Access Buttons 23 Line Status Lights 24 VCX BASIC TELEPHONES MODELS 3101 AND 3101SP Buttons and Controls 26 Access Buttons 30 Status Lights for System Appearance Buttons 30 VCX BUSINESS TELEPHONE MODEL 3102 Buttons and Controls 34 Access Buttons 38 Status Lights 39 VCX ATTENDANT CONSOLES MODEL 3105 AND COMPLEMENT ATTENDANT VCX Attendant Console 42 Access Buttons 42 Feature Buttons 42 Printing Labels 44 Attendant Console Status Lights 45 Complement Attendant Software 46 BASIC TELEPHONE OPERATION Logging In to Your Telephone 50 Changing Your Password 51 Answering a Call 52 Answering a Second Call 52 Making Calls 52 Making Internal Calls 52 Redialing a Call 53 Making External Calls 53 Making a Call to a Remote Office 54 Using Unique Extensions 54 Using Site Codes 54 Class of Service Override 55 Terminating Calls 56 Using the Telephone Display Panel 56 Controlling the Volume 58 Using the Hands Free Feature 59 Using a Headset 59 Returning to the Headset After a Long Delay 59 Putting a Call
102. rd Busy destination configured for the primary phone Topics in this section describe how bridged calls are handled when certain VCX features are invoked by the primary phone user the secondary phone user or both users Do Not Disturb and Bridged Line Calls If the primary phone enables Do Not Disturb and a call rings on a secondary phone there is no call indication on the primary phone the phone does not ring and the BSA light does not blink Once the call is answered or put on hold the primary phone s BSA light does indicate call status m If the primary phone enables Do Not Disturb a call goes directly to the primary phone s call coverage point if a All secondary phones have enabled Do Not Disturb a No secondary phone is available m If the primary phone enables Do Not Disturb and no secondary phone answers the call the call goes to the primary phone s Call Forward destination when the Call Forward Ring No Answer ring timeout value is reached m f a secondary phone enables Do Not Disturb and other secondary phones are available or the primary phone is available the call rings on one of the other phones m If a secondary phone enables Do Not Disturb and no other secondary phones are available the call rings on the primary and there is no indication of the call on the secondary phone m Ifthe primary does not answer the call goes to the primary phone s Call Forward destination when the Call Forward Ring No Answer
103. res network parameters 18 CHAPTER 2 VCX BASIC TELEPHONE MODEL 2101 AN CAUTION This option is for administrator use only Unauthorized modification of these parameters will disconnect your phone Soft buttons Use the soft buttons to navigate through Display Panel options A button s function depends on the option selected The buttons are left to right a Sict Select Use this button to select a displayed item For example you can use this button to automatically dial a previously placed or received call or a missed call a Back Use this button to move the cursor backwards one space and delete the current space You can also use this button to sort displayed items a Exit Use this button to exit the currently displayed option Scroll buttons Allow you to scroll through the items in the telephone Display Panel MSG Message button Accesses your messages voice e mail or fax through the VCX Messaging system See the P Messaging Module User Guide 7 Telephone key pad 10 11 12 Volume control buttons Raise or lower the volume of the ringer the speaker or the handset See Controlling the Volume Hold button Places a caller on hold See Putting a Call on Hold Transfer button Enables you to send a currently active call to another telephone See Transferring a Call Call Toggle button Enables you to manage two telephone calls at the same time See Ans
104. ridged call in this example extension 1001 a Log in to the VCX User Interface select the My Extensions option then access the Bridge Mappings tabbed page b Map the bridged extension in this example extension 1000 to an System Appearance SA button either SA 4 SA 5 or both buttons and click Save You should not bridge an extension to a Basic phone Models 2101 or D gt 3101 because these phones have no programmable buttons Therefore a Basic phone has no way of distinguishing a call to its extension and a bridged call 3 For the bridged line settings to take effect the phone must retrieve the new settings from the VCX server By default phones check the VCX server for new information every 60 minutes the phone registration interval To retrieve bridged line settings you can use one of the following options a Wait for the phone registration interval to expire 60 minutes or less depending on when the last registration occurred a Press Feature 335 to force the phone registration to happen immediately a Log off and then log on to the phone In this example an incoming call to extension 1000 will also ring on extension 1001 on line 4 or on line 5 or both lines depending what you selected in step 2b The primary phone user can make calls on a bridged line The secondary phone user can answer calls that are made to the primary phone s extension but cannot make calls using the buttons that are associated wit
105. rogram 5 4 or Feature 410 5 4 enter your phone number and then press b Press Program 5 5 or Feature 410 5 5 enter your password and then press When you are finished using the other phone log out of the phone by pressing Program 5 6 or Feature 410 5 6 Log back into your own phone by pressing Program 5 6 or Feature 410 5 6 Forwarding Calls to Voice Mail You can forward incoming calls to your voice mailbox by using the Fwd Mail button Alternatively or if your phone does not have a FWD Mail button you can forward incoming calls to your voice mailbox by using a feature code When you forward incoming calls to your voice mailbox a An incoming call rings once on your phone and is then sent to your voice mailbox If you are logged in to multiple phones each using the same phone number and one of the phones enables forward to voice Transferring a Call to Another User s Voice Mail 79 mail the feature applies to all phones an incoming call rings once on all of the phones and is then sent to your voice mailbox a If you enable forward to voice mail while one or more calls are ringing the pending calls are sent to your voice mailbox and forward to voice mail is enabled for all subsequent calls a f you are a Hunt Group member personal non Hunt Group calls go to your voice mailbox However Hunt Group calls always ring on a member s phone regardless of your personal pho
106. s red as long as there is at least one unreviewed message voice e mail or fax in your mailbox 3 Display Panel Displays telephone status messages Caller ID information if enabled and the number of new messages voice e mail and fax that you have in your mailbox see Using the Telephone Display Panel for more information on how message status determines the message list You can also use the Display Panel to view or enable features available through the Main menu You can access the Main menu by pressing the Buttons and Controls 21 Program button see number 8 below The following features are available a User Directory Displays a directory of the people in your organization See Viewing the User Directory a Call History Displays logs of your recent missed answered and dialed calls See Viewing the Call History a Speed Dial Displays configured speed dial numbers See Speed Dialing a Call Features Displays the following list of telephone features note that some features may not be enabled by your administrator Silent Monitor When enabled by your administrator allows you to monitor another user s phone calls See Silent Monitor and Barge In FWD Universal Allows you redirect incoming calls to another destination unconditionally See Call Forwarding FWD Busy Allows you redirect incoming calls to another destination when your phone is busy See Call Forwarding FWD
107. s 110 Call Forward Forward to Voice Mail and Bridged Line Calls 110 Call Transfer Call Conferencing and Bridged Line Calls 111 Call Park and Bridged Line Calls 112 Directed Call Pickup and Bridged Line Calls 112 Attendant Console and Bridged Line Calls 112 Hunt Groups and Bridged Line Calls 113 MWI and Bridged Line Calls 113 Logging Out 113 TELEPHONE INSTALLATION AND MAINTENANCE Connecting the Telephone 116 Installing the 3102 Telephone Label Plate 117 Attaching and Adjusting the Support Bracket 117 Attaching and Adjusting the Support Bracket 119 Low Profile and High Profile Positions 119 Wall Mount Position 120 Security Wall Mount Bracket 121 Opening the 3105 Attendant Console Label Cover 121 Moving Your Telephone 122 Swapping Telephones 122 Cleaning Your Telephone 122 Troubleshooting Problems 123 INDEX gt ABOUT THIS GUIDE This guide describes how to set up and use 3Com VCX telephones and consoles This guide is for users of the following VCX hardware and software a VCX 2101 Basic Telephone a VCX 2102 Business Telephone a VCX 3101 Basic Telephone m VCX 3102 Business Telephone m VCX3105 Attendant Console and PC based SoftConsole If release notes are shipped with your product and the information there differs from the information in this guide follow the instructions in the release notes CAUTION The 3Com telephone system operates over the Ethernet local area network LAN not through a
108. s 44 figure and features 43 overview 42 T4 A access buttons 2102 Business Telephone 23 3101 Basic Telephone 30 3102 Business Telephone 38 accessing the VCX User Interface 100 all calls call forwarding set through VCX User interface 104 All Ports Busy message 123 answering a call 52 answering another user s call 87 B Barge In 89 bracket 1102 2102 2102 IR security wall mount 121 3101 and 3102 telephone support 117 bridging extensions enabling 106 busy line call forwarding set through VCX User interface 104 set with a feature code 85 C call coverage forwarding calls to 105 call fallback call forwarding 104 call forward problems with 123 call forwarding all calls 85 104 busy line 85 104 ring no answer 85 104 setting up 104 call history through the VCX User Interface 102 viewing 74 call park 86 call waiting 81 Caller ID sending or blocking 76 caller ID controlling 106 calling Hunt Group 94 calls answering 52 answering a second call 52 61 dialing a second call 60 dropping 56 forwarding to call coverage 105 forwarding using feature codes 84 forwarding using the VCX User interface 104 holding 60 making 52 missed 56 muting 62 parking 86 redialing 54 transferring 61 circular Hunt Group 94 Class of Service overriding 55 cleaning telephones 122 126 INDEX Complement Attendant Software 41 buttons and keyboard shortcuts 48 features 46 interface 47 conference call annou
109. scrolls through the list of missed calls and shows you the calling extension Press the first button again to automatically dial the listed extension You can also use the Display Panel to view or enable the following features a Call History Displays logs of your recent missed answered and dialed calls See Viewing the Call History a User Directory Displays a directory of the people in your organization See Viewing the User Directory a Speed Dial Displays configured speed dial numbers See Speed Dialing a Call Features Displays the following list of telephone features note that some features may not be enabled by your administrator Silent Monitor When enabled by your administrator allows you to monitor another user s phone calls See Silent Monitor and Barge In FWD Universal Allows you redirect incoming calls to another destination unconditionally See Call Forwarding FWD Busy Allows you redirect incoming calls to another destination when your phone is busy See Call Forwarding FWD Ring No Answer Allows you redirect incoming calls to another destination when your phone rings but is not answered See Call Forwarding Remote Forward Universal Allows you to configure the forwarding options of another phone from your phone See Remote Call Forward Call Park Allows you to place a call in a holding pattern and make the call available for other phones See Call Park
110. sed call a Back Use this button to move the cursor backwards one space and delete the current space You can also use this button to sort displayed items a Exit Use this button to exit the currently displayed option Message Waiting Indicator MWI When lit indicates that you have at least one unreviewed message voice e mail or fax in your mailbox Also this indicator flashes when your telephone rings Buttons and Controls 35 3 Display Panel Displays telephone status messages Caller ID information if enabled and the number of new messages voice e mail and fax that you have in your mailbox see Using the Telephone Display Panel for more information on how message status determines the message list You can also use the Display Panel to view or enable features available through the Main menu You can access the Main menu by pressing the Program button see number 5 below The following features are available a User Directory Displays a directory of the people in your organization See Viewing the User Directory a Call History Displays logs of your recent missed answered and dialed calls See Viewing the Call History a Speed Dial Displays configured speed dial numbers See Speed Dialing a Call Features Displays the following list of telephone features note that some features may not be enabled by your administrator Silent Monitor When enabled by your administrator all
111. so configure and enable call forwarding through your phone s Telephone User Interface TUI See Call Forwarding You can use the VCX User Interface to set How long in seconds your telephone rings before the system forwards unanswered calls Where you want your call to be forwarded The condition or conditions that result in the system forwarding a call Ring No Answer Redirect incoming calls to another destination when your phone rings for a configured time period the default is 20 seconds Busy Line Redirect incoming calls to another destination when your phone is busy If you have multiple lines busy means that all lines are in use All Calls Redirect incoming calls to another destination unconditionally Use this feature when you plan to be away from your phone for an extended period of time Also referred to as Call Forward Universal Fall Back Return forwarded calls to your call coverage point if the forwarding destination does not answer When you enable this Call Forward Fall Back to Coverage feature a forwarded call that is not answered at the forwarding destination falls back to your extension s coverage This call coverage point must be either voice mail or Auto Attendant the call cannot fall back to another extension or to no coverage see Configuring a Call Coverage Point For example a call to extension A gets forwarded to extension B if extension A is busy Extension A has also enabled the F
112. soft button 1 to display the hunt group list same effect as pressing Feature 972 You can also use the VCX User Interface to view the hunt groups you belong to and your current login status for each group 10 USING THE VCX USER INTERFACE This chapter describes how to access the VCX User Interface application It also provides a description of the options available to manage your user account and VCX telephone from this web based application Features that require configuration through the application and subsequently on the telephone itself are described in more detail Your administrator determines whether the features in this chapter are available for your teleohone or for the entire system Some of these features may not be available to you This chapter includes the following topics Accessing the VCX User Interface VCX User Interface Overview Enable Call Forwarding Contiguring a Call Coverage Point Enabling Bridged Extensions Logging Out 100 CHAPTER 10 USING THE VCX USER INTERFACE Accessing the VCX User Interface You can use the VCX User Interface to access and manage advanced VCX telephone features change your web login password and modify your personal account information The VCX User Interface is a web based application Before you begin obtain the following information from your system administrator a Web login username a Web login password m Web address URL for the VCX User Interface
113. ss the Hold button to put the current call on hold Press the Access button for the incoming call For Model 2101 press the Toggle button To toggle between the two calls put the current call on hold and then press the Access button for the call you want For Model 2101 press the Toggle button Speed Dialing This section describes two types of speed dialing a One Touch Speed Dials With this type of speed dialing a telephone number internal or external is mapped to a dedicated Access button on your phone Pressing the button dials the call One touch speed dialing is available on the Business phones Models 2102 and 3102 but not on the Basic phones Models 2101 and 3101 a Personal Speed Dials With this type of speed dialing a number internal or external is mapped to a feature code value To use a personal speed dial you press the Feature button and enter the appropriate feature code Feature codes 601 through 609 inclusive are available which allows you to create up to 9 personal speed dials Personal speed dials allow speed dialing on phones that do not have Access buttons Personal speed dials are available on all VCX telephone models Note that a configured one touch speed dial is also mapped to a feature code the speed dial number mapped to the first soeed dial Access button is also mapped to feature code 601 the speed dial number mapped to the second speed dial Access button is also mapped to fe
114. ss the Speaker button or press the Release button You can dial calls between sites in your organization that are separated geographically but that are linked by a Wide Area Network WAN connection Each site must have an VCX system Typical configurations are described in the next sections Using Unique Extensions In some companies with geographically separated offices everyone in the entire organization has a unique telephone extension Whenever you make a call to an extension that is not located at your own site your VCX system sets up a connection to the VCX system at the other extension s site For example suppose a company has three offices a Phones at the Chicago office use an extension range from 1000 through 1999 a Phones at the Atlanta office use an extension range from 2000 through 2999 a Phones at the Dallas office use an extension range from 3000 through 3999 In this example to call a user in Dallas a user in Chicago dials a Dallas extension 3000 through 3999 The dial plan on the Chicago VCX system sets up the necessary connection to the Dallas VCX system and then to the extension at that site Using Site Codes In some companies with geographically separated offices phone extensions may not be unique If some users have overlapping telephone extensions your administrator can configure your telephone system to require site codes that you must use to dial people at remote offices Your administrato
115. t phone Directed Call Pickup and Bridged Line Calls Directed Call Pickup allows a user to answer a call that is ringing on another telephone For bridged calls you enter the Directed Call Pickup feature code 455 followed by the group security code and the extension of a primary phone The call stops ringing on all primary and secondary phones when the call is picked up You cannot enter the extension of a secondary phone Doing so returns an error and the call keeps ringing on all primary and secondary phones Attendant Console and Bridged Line Calls The VCX administrator can map primary phone numbers and secondary phone numbers to buttons on a VCX 3105 Attendant Console In this case status lights on the Attendant Console show that the bridged line is in use for primary and secondary phones Logging Out 113 Hunt Groups and Bridged Line Calls A primary or a secondary phone can belong to a hunt group If a primary phone is a member of a hunt group a call coming to the hunt group rings on an SA line on the primary phone A secondary phone cannot receive a hunt group call directed to a primary phone MWI and Bridged Line Calls A secondary phone displays the Message Waiting Indication MWI of the primary phone or phones The display panel on the secondary phone shows the total number of new and old messages from both the primary phone and secondary phone mailboxes when the phone is in an idle State Pressing the MSG butto
116. tension not the Hunt Group s extension a Bridge line connected calls can be monitored by selecting the extension of the connected party primary or secondary depending on who is connected 90 CHAPTER 9 STANDARD FEATURES Monitoring a Call Barging In Silent Monitor allows a supervisor to listen to calls that come in to an agent s extension The supervisor must be granted explicit permission by the VCX administrator to monitor one or more extensions If you have been granted monitoring privileges your administrator will give you a list of the extensions you can monitor To monitor a call on an agent s extension by entering a feature code Pick up the handset 2 Press Feature 425 3 Enter the extension of the agent you want to monitor and press Alternatively you can combine steps 2 and 3 by using the following single command after picking up the handset 425 lt extension gt For lt extension gt you can either enter the phone extension of the agent press a speed dial button mapped to that extension or press a bridge line button mapped to that extension You can also monitor a call by pressing Program 4 1 followed by the extension to be monitored then press To terminate participation in a monitored call hang up This has no effect on agent customer communication the agent customer session remains active If you want to join a monitored call see the following section Barging In Barge In allows
117. ter the transfer destination in the format feature code lt destination gt Feature Codes Table 9 lists the features that you can control with feature codes Features are listed alphabetically and include the required feature code syntax and in most cases a reference for more information In the syntax the notation lt parameter gt represents a variable that you must supply for example a telephone extension 68 CHAPTER 8 FEATURE CODES Table 9 VCX Feature Codes Alphabetical by Feature or Task Feature Feature Code Entry Description Barge In Feature 428 Used with Silent Monitor See Silent Monitor and Barge In Beep Configure Feature 330 Prompts you to enter the extension you want to page Press after entering the extension then press Feature 331 to send the page This feature is useful for example if one user wants alert another user to send in the next job applicant Beep Send Feature 331 Sends a page a beep between phones The sending phone displays the target extension The target extension displays the sending extension Block Caller ID for all calls Feature 889 See Controlling Caller ID Enable Disable Or 889 Block Caller ID for next call Feature 890 then lt destination gt See Controlling Caller ID Enable Disable Or 890 lt destination gt Call Forward Busy Feature 467 then lt destination gt Or
118. the Ethernet cables are connected and that each cable is in the proper connection m Remove and add power to the telephone by unplugging the power cord at the electric outlet and plugging it back in m If the telephone is powered through a powered Ethernet cable make sure that power is applied to the cable at its source My telephone has locked up Your telephone has lost the connection to the system Remove the Ethernet cord from the jack and then re insert it into the jack a Wait a few seconds If the telephone display panel still appears to be locked disconnect the electrical power for your telephone and then plug it back in When dial 9 or 8 to access an outside line the display panel shows All Ports Busy No outside lines are available Try again in a few minutes continued After call another user in my organization hear a tone but no ringing The other user may have the Hands Free feature enabled Begin speaking after you hear the tone For details see Using the Hands Free Feature On my VCX Business Telephone all incoming internal calls come over my speaker phone You have the Hands Free Active on Intercom feature enabled For details see Using the Hands Free Feature My telephone is not forwarding my incoming calls to my voice mailbox Verify that you have activated the Fwd Mail feature and that your call coverage point is set to voice mail For det
119. the User Directory You can view a list of users in your organization and their extensions in the Display Panel When you select a displayed user your VCX phone automatically dials the extension The Users Directory can be local or global a Local users are typically located in the same office and share the same call processor a f your VCX system includes multiple sites for example regional and branch offices each with one or more VCX call processors you can display a global directory of all the users in your organization Note that this option must be configured by your administrator By default you can view the local user directory The global directory is also available through the VCX User Interface see Chapter 10 To view the User Directory use one of the following access options a If you have a Basic Telephone Model 3101 press the Center scroll button to display the Main menu then select User Directory a f you have a Basic Telephone Model 2101 press Feature 461 and select User Directory from the Main menu a If you have a Business Telephone either Model 2102 or 3102 press the Directory button a For any telephone model you can press Feature 461 and select User Directory from the Main menu The Display Panel lists two options for the User Directory m Press 1 to display the Local Directory a Press 2 to display the Global Directory If the Global Directory in not enabled on your system the Display
120. the network Handset connector Headset connector VCX 3102 only E Switch port for connecting a computer or other network device such as an Figure 12 shows underside of the VCX 3102 Business Telephone Connection details for each type of VCX device are listed on the packing sheet that is shipped with the device Figure 12 Underside of the VCX 3102 Business Telephone 123 4 CAUTION The VCX system operates over the LAN not through traditional telephone wiring Your telephone connects to the VCX system through an RJ 45 LAN connector instead of an RJ 11 telephone connector Your ao uf WN gt Installing the 3102 Telephone Label Plate Installing the 3102 Telephone Label Plate 117 telephone will not work unless it is connected properly Ask your administrator if you have questions about your telephone connection The underside of an VCX telephone or attendant console includes AC power adapter connection optional on the 3101 3102 and 3105 Ethernet connector for connection to the LAN Ethernet connector for an optional connection to your desktop computer Handset connector Headset connector 3102 only Tabs for the support bracket a For information about the underside of each VCX Telephone and for information about how to connect any VCX Telephone or Attendant Console to a Power over Ethernet source see the packing sheet that comes with the devi
121. the ring volume setting m f the speaker is enabled adjusts the speaker volume setting m If the handset is not in the cradle and the speaker is disabled adjusts the handset volume setting See Controlling the Volume 72 CHAPTER 8 FEATURE CODES STANDARD FEATURES This chapter describes the standard VCX telephone features that you can set up and access through the Telephone User Interface TUI on your telephone Chapter 10 describes the telephone features that require configuration through the VCX User Interface This chapter contains the following topics a Viewing the Call History a Viewing the User Directory a Controlling Caller ID Setting up a Conference Call a Transferring Your Phone Settings to Another Phone a Forwarding Calls to Voice Mail Transferring a Call to Another User s Voice Mail a Call Waitin Speed Dialin a Call Forwarding a Call Park a Directed Call Pickup a Silent Monitor and Barge In a Remote Call Forward Hunt Groups 74 CHAPTER 9 STANDARD FEATURES Viewing the Call History You can use the Call History feature to display your call logs These are the logs of the 10 most recent calls to and from your telephone From the call logs you can select calls and the phone automatically dials them To access and use the Call History Use one of the following Call History access options a If you have a Basic Telephone Model 3101 press the Center scroll but
122. tion or by listening to the dial tone a Headset Volume Model 3102 only During a call press the up or down Volume Control buttons repeatedly until the volume is at the level you prefer Speaker Volume To raise or lower the volume of the speaker press the Speaker button and then press the up or down Volume Control button repeatedly until the volume is at the level you prefer You can change the volume during a conversation or by pressing Speaker and listening to the dial tone When you press a Volume Control button the Display Panel shows the volume setting as a series of dark vertical bars Repeatedly pressing a Volume Control button raises the volume increases the number of displayed bars or lowers the volume decreases the number of displayed bars You can also use Feature Codes to adjust the volume Pressing Feature 102 raises the volume increases the number of displayed bars by one Pressing Feature 103 lowers the volume decreases the number of displayed bars by one gt Using the Hands Free Feature 59 For Model 2101 Basic Phone you must activate the speaker by pressing Feature 104 and then adjust the speaker volume Using the Hands Free Feature gt The Hands Free feature answers your phone automatically by turning on the Speaker when a call arrives If your telephone is part of a bridged extension see Hands Free and Bridged Line Calls for additional information To enable o
123. ton to display the Main menu then select Call History Optionally you can use one of the feature codes described in step b b If you have a Basic Telephone Model 2101 press Feature 462 Optionally you can press Feature 410 and select Call History from the Main menu c If you have a Business Telephone press the Call History button Optionally you can press Feature 462 The Call History menu appears in the Display Panel Select one of the follow options For placed calls press 1 For received calls press 2 For missed calls press 3 For unviewed missed calls press 4 o QQ a on ogw To clear the all call logs press 5 Use the Scroll buttons to navigate through the list The Display Panel always starts with the oldest call in the category you select That is the oldest call appears first and the most recent call appears last The Display Panel scrolls through the calls one at a time After the last call this message appears in the Display Panel for placed and received calls No more call history This message appears for missed calls No more missed calls The three Soft buttons below the Display Panel have the following functions when viewing the Call History Viewing the User Directory 75 a To select a call from the list and dial the call automatically press the SIct button a To return to the previous menu press the Back button a To exit the Call History display press the Exit button Viewing
124. traditional telephone connection Your telephone is connected to the 3Com system through an RJ45 Ethernet connector instead of through an R 11 telephone connection Your telephone will not work unless it is connected correctly For information about installing your telephone see the packing sheet that came in the box with your telephone The model number is on the underside of the telephone Contact your administrator if you have questions about your telephone connection For information about the voice mail system and features see the P Messaging Module User Guide 3Com Native Interface or the IP Messaging Module User Guide 3Com Native Interface depending on the Telephone User Interface TUI enabled for your phone 8 ABOUT THIS GUIDE Conventions Table 1 and Table 2 list conventions that are used throughout this guide Table 1 Icons Icon Type Description Information note Information about important features or instructions potential damage to an application system 1 Caution Alerts you to potential loss of data or device or network Warning Alerts you to potential personal injury Table 2 Text Conventions Convention Description Screen displays This typeface represents information as it appears on the screen Commands The word command means that you must enter the command exactly as shown and then press Return or Enter Commands appear in bold Example To remove the IP address enter
125. trator can establish formal and informal call centers so that incoming calls can be directed to several telephones that have been associated into hunt groups A call center is a general term that refers to any system that accepts incoming calls to a site ensures that those calls are sent to the proper destination within the site and manages database records on call activity and distribution The call center can be used for example as a help desk a reservations counter an information hotline or a customer service center Incoming calls that arrive at your company can go either to m Your extension and the call coverage point you have set up see Configuring a Call Coverage Point m A hunt group that follows the call coverage path assigned by an administrator for that group A hunt group is a group of VCX phone extensions that are configured under a virtual extension An incoming call to the virtual extension rings on the phone of one hunt group member If that member s telephone is in use or if that member does not answer the call the system hunts for another member of the group until the call is answered or is forwarded to the group call coverage point For example if there are no available members of the hunt group the call might be forwarded to a group mailbox or to the receptionist An administrator can configure a hunt group in which all members are fax machines Incoming faxes are routed to an available fax machine
126. urb personal non Hunt Group calls go to your call coverage point However Hunt Group calls always ring on a member s phone regardless of the Do Not Disturb setting If your telephone is part of a bridged extension see Do Not Disturb and Bridged Line Calls for additional information To activate Do Not Disturb Press the Do Not Disturb Access button on the phone The red light is lit next to the Do not Disturb button Model 3102 only If you phone does not have a Do Not Disturb button press Feature 446 Your telephone is now in Do Not Disturb mode The display panel shows DND To disable Do Not Disturb mode repeat step 1 The DND message disappears from the display panel and the red light goes out 64 CHAPTER 7 BASIC TELEPHONE OPERATION FEATURE CODES This chapter describes how to use VCX feature codes on a VCX telephone to enhance the operation of your phone A feature code is a sequence of numbers you enter on the telephone keypad to enable a feature that is not mapped to a button This chapter includes the following topics Feature Code Overview a Using Feature Codes Feature Codes 66 CHAPTER 8 FEATURE CODES Feature Code Overview Some common telephone features are mapped to buttons Hold and Transfer for example However the number of buttons varies on each model of VCX phone Furthermore the number of VCX features exceeds the number of buttons available on any phone Feature codes allow the
127. wering a Second Call Feature button Enables you to access features that are not assigned to an Access button For example you can enable and disable Do Not Disturb To enable a feature press the Feature button and then press the code on the telephone keypad For more information on feature codes see Chapter 8 The telephone LabelMaker available through the 3Com web site enables you to print labels for the feature buttons See Printing Labels VCX BUSINESS TELEPHONE MODEL 2102 This chapter describes the buttons and controls on the3Com VCX Model 2102 Business Telephone This chapter includes the following topics Buttons and Controls m Access Buttons a Line Status Lights For information about the Model 3102 Business Telephone see Chapter 5 For information about the 3105 Attendant Console see Chapter 6 To verify the model number of your telephone refer to the label under the phone 20 CHAPTER 3 VCX BUSINESS TELEPHONE MODEL 2102 Buttons and Figure 2 shows the buttons and controls on the Model 2102 Business Controls Telephone Figure 2 3Com 2102 Business Telephone 18 17 The Model 2102 Business Telephone includes the following features Handset 2 MSG Message button and Message Waiting Light Press MSG to access your messages through the voice mail system see the P Messaging Module User Guide The light next to the MSG button stay
128. y monitored by another supervisor While in Silent Monitor mode the supervisor can join the conversation by entering the feature code for Barge In After barging in the supervisor can return to Silent Monitor mode by reentering the Silent Monitor feature code See Barging In Note the following Silent Monitor and Barge In feature conditions and restrictions a Multiple supervisors cannot monitor the same extension at the same time a If an agent parks a monitored call initiates a conference or transfers the call the supervisor will be disconnected from the session a f asupervisor attempts to park conference or transfer a monitored call the action will be ignored and the Display Panel shows Not supported operation a Ifa customer or agent terminates a monitored call by hanging up the supervisor will be disconnected from the session m Supervisors cannot monitor conference calls a The agent the customer and the supervisor can place a monitored call on hold The results depend on who places the call on hold and whether or not Music On Hold MOH is enabled a Multi site monitoring is not allowed The agent and the supervisor must belong to the same site a f the VCX call processor fails during an established silent monitoring or barge in session the audio is not affected However none of the parties in the call can invoke mid call features a The supervisor can monitor a Hunt Group call by selecting the member s ex

VCX Telephone Guide - Department of Computer Science

Contents

Download Pdf Manuals

Related Search

Related Contents