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3Com NBX 900-0208 Owner's Manual

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1. 2through 5as VoiceMail You receive a telephone call for each voice message Follow the prompts to log in and listen to messages or log in to the NBX NetSet utility m If you specify Pager or VoiceMail for the first attempt Attempt Method Effect 1 Pageror sm You receive a telephone call or pager call for Voice Mail only the first new voice message and then you configure attempt 2through5as E mail m You receive an e mail notice for only the first new voice mail message The e mail notice contains no information about the voice message like time of receipt and number that called and no WAV file attachment 2through5as Pager wm You receive a pager call for only the first new voice message 2 through5 as Voice Mail m You receive a telephone call for only the first new voice message First new message means the first voice mail message that arrived at your mailbox since the last time that you logged in to your voice mailbox through a telephone OR through the NBX NetSet utility Logging in restarts the cycle 68 CHAPTER 5 PERSONALIZING YOUR TELEPHONE Managing Off site Notification Using the Telephone Resetting the Off Site Notification Cycle When you log in to your voice mailbox and hang up or log out regardless of whether you listen to or delete messages you start the off site notification cycle again You will be notified about the next message that comes into your voice mailbox T
2. m Direct Mail Transfer m Establishing a Conference Call m Setting the Volume For help on accessing NBX features from an analog telephone see the NBX Feature Codes Guide in the NBX NetSet utility If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of the instructions in this chapter Answering a Call To answer an incoming call pick up the handset If you are using a 3Com Manager s Telephone you can press the Speaker button If you have enabled Handsfree Active on Intercom you can simply speak to answer internal calls An unanswered call on any telephone on the NBX system is forwarded to the call coverage point that you specify in NBX NetSet User Information gt Call Forward Default or Call Forward Override To specify the number of times that your telephone rings before the call is 44 CHAPTER 4 STANDARD FEATURES Caller ID Answering a Second Call 1 forwarded or to specify where you want the call to go see Forwarding Incoming Calls later in this chapter The display panel on your 3Com Telephone shows the name and extension of an internal caller For an external caller if your organization purchases Caller ID service from your telephone company and if the external caller allows Caller ID information to be broadcast the display panel shows the external caller s name and telephone number On 3Com Managers T
3. You can transfer a call directly into another user s voice mailbox The call does not ring on that user s telephone Calls transferred to a user s mailbox by means of Direct Mail Transfer are always directed into that user s voice mailbox even if the recipient has specified a different call coverage point On a 3Com Managers Telephone While you are on a call press any Access button assigned to Direct Mail Transfer Dial the extension of the person to whose voice mailbox you want to transfer the call 3 Hang up the handset 3 Establishing a Conference Call 55 OR While you are on a call press the corresponding Right soft button for the Actions menu Scroll to Transfer to VM and press the corresponding Right soft button or Select Dial the extension of the person to whose voice mailbox you want to transfer the call Hang up the handset Establishing a Conference Call You can establish a Conference Call with up to four parties including yourself You must be using a telephone on the NBX system to establish the call The other three parties can be any combination of internal and external parties Follow these steps Dial a call or receive a call from someone else Two parties are now on the call While on the call press the Conference button The system selects a new line and places the first party on hold Dial a call to an internal or external third party OR choose a number from the Directory or
4. p System wide Speed Dials Speed Dials 61 To assign or change a personal speed dial number Select NBX NetSet Speed Dials Personal In the Personal Speed Dials box select an unassigned speed dial ID number or select the speed dial ID number for which you want to change the speed dial number In the Destination Number text box type the telephone number that you want the system to dial when you use that ID number Include all of the 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 Do not use spaces hyphens commas or other nonnumeric characters In the Account Code box type an account code if it is required or useful for calls to this destination In the Comment text box type a brief description usually a name that corresponds to the number After you have made all of your changes to the personal speed dials click Apply and then click Close To use a personal speed dial Pick up the handset Or you can press the Speaker button Press the Feature button plus the 3 digit personal speed dial code for the number that you want to call Or press the Feature button scroll to Speed Dials Personal press Select scroll to the number that you want to dial and press Select again If you dial a speed dial code that has no number assigned to it the display panel on your telephone shows the message No number stored T
5. Speed Dials One Touch Any box that has an asterisk in the margin is available for a personal or system wide speed dial In any of the asterisked text boxes under Number type the telephone number to which you want to assign a speed dial button Or change the telephone number in a box that already has a speed dial number Include all of the 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 include an account code include the feature code account code and before the telephone number Example 888 1234 9785551212 Do not use spaces hyphens commas or nonnumeric characters other than and brackets In the Description text box type a brief description usually a name that corresponds to the number After you have made all of your changes to the One Touch speed dials click Apply and then click OK If you make a change in this screen the change also appears in the Personal Speed Dials screen See Personal Speed Dials earlier in this chapter Printing Speed Dial Lists Printing Labels Speed Dials 63 You may find it useful to have a paper list of personal or system speed dials To print a list of speed dials Log in to NBX NetSet Speed Dials Personal or System wide 1 2 Click 3 Alist appears with all of the personal or system wide speed dial numbers that are allocated to your telephone Click Print to
6. GETTING STARTED Setting Up Your Password and Voice Mail for the First Time 13 NBX NetSet Utility 15 Starting the NBX NetSet Utility 16 Navigation and Shortcut Icons in the NBX NetSet Utility 16 Quick Reference Guides 17 3CoM 3103 MANAGER S TELEPHONE Telephone Buttons and Controls 19 Programmable Access Buttons 22 Status Lights for Access Buttons 23 Display Panel 23 Display Panel Contrast 24 Features 25 NBX MESSAGING NBX Messaging Components 27 Important Considerations 28 Changing Your Password 28 Security Tips 29 Changing Your Name Announcement and Personal Greetings 29 Listening to NBX Messages 30 Message Indicators 30 Listening from Your Computer 31 Listening from Your 3Com Telephone 31 Listening from Any Internal 3Com Telephone 31 Listening from an External Location 31 Managing Your Messages 32 Information About Your Messages 33 Replying to a Message 33 Forwarding a Message 34 Creating and Sending a Message 35 Using Voice Mail Group Lists 36 Viewing System Groups 36 Creating Personal Groups 36 Modifying or Deleting Personal Groups 37 Marking a Message as Private or Urgent 39 Other Ways to Manage Your Voice Mail Messages 40 Other Kinds of Mailboxes 40 Greeting Only Mailbox 40 Phantom Mailbox 41 Group Mailbox 41 STANDARD FEATURES Answering a Call 43 Caller ID 44 Answering a Second Call 44 Using the 3Com Telephone Display Panel 44 Dialing a Call 45 An Internal Call 45 An External Call 45
7. Redialing a Call 46 Forwarding Incoming Calls 46 Call Coverage Points 46 Condition to Forward Calls 46 Setting Call Forward from the Telephone 47 Setting Call Forward from the NetSet Utility 49 Call Forward Precedence 51 Putting a Call on Hold 52 Dialing Another Call 52 More Than One Call 53 Transferring a Call 53 Announced Screened Transfer 53 Blind Transfer 54 Direct Mail Transfer 54 Establishing a Conference Call 55 Disconnecting the Last Person That You Called 56 More About Conference Calls 57 Setting the Volume 57 PERSONALIZING YOUR TELEPHONE Guidelines About Features on NBX Telephones 59 Ringer Tones 60 Speed Dials 60 Personal Speed Dials 60 System wide Speed Dials 61 Special Case One Touch Speed Dials 62 Printing Speed Dial Lists 63 Printing Labels 63 Off Site Notification 64 Managing Off site Notification Using the Telephone 68 Do Not Disturb 68 Preventing Unauthorized Use of Your Telephone 70 Telephone Locking 70 Call Permissions 71 Class of Service Override 71 Using a Headset 72 With the 3Com Managers Telephone and 3Com 3102 Business Telephone 72 Returning to the Headset After a Long Delay 73 Using Hands Free Active on Intercom 73 GETTING MORE FROM YOUR TELEPHONE SYSTEM Listening to Your Messages in Your E mail 76 Account Billing Codes 76 CallerID 77 Internal and External Caller ID 78 Calling Line Identity Restriction CLIR 78 Call Pickup 79 Directed Call Pickup on a Sp
8. are described in the next sections In the sample network shown in Figure 5 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 NBX system sets up a connection to the NBX system at the other extensions site 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 NBX system sets up the necessary connection to the Dallas NBX system and then to the extension at that site 98 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM Using Site Codes Figure 5 Using Unique Extensions to Dial Remote Offices 1 NBX System in Chicago Extensions 1000 1999 2 Wide Area Network WAN 3 NBX System in Atlanta Extensions 2000 2999 4 NBX System in Dallas Extensions 3000 3999 If some users have overlapping telephone extensions your administrator can configure your telephone system to use site codes for you to dial people at remote offices Your administrator chooses the site codes for your system In this example you dial a site code first followed by the extension at the site For example as shown in Figure 6 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 prevent
9. 1 Bottom supports When you mount a device 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 device Safe wall mounting requires 3 4 inch drywall and 1 5 inch drywall screws Moving Your Telephone 121 Moving Your All 3Com Telephones have the Automatic Telephone Relocation feature Telephone Each telephone has a unique address You can move your telephone to another location connect it to any Ethernet jack on the LAN and still maintain all of your personalized features speed dials and extension number Swapping Because your extension number and personal settings are associated with Telephones your physical telephone only your administrator can move phone extension settings from one telephone to another Cleaning Your Always unplug your telephone from the power source and from the Telephone network before you clean it Use a soft cloth dampened with mild detergent A WARNING Failure to unplug the telephone before you clean it could result in electrical shock Troubleshooting Table 12 lists possible problems that you may encounter and the most Problems likely solutions Where possible each solution refers to the section in this guide where you can find detailed information Table 12 Possible Problems Possible Problem Suggested Solutions My telephone has no dial m Verify that the power cord is fully inserted in the ton
10. 4 STANDARD FEATURES Default The Call Forward Default page defines basic call forwarding You choose from four destinations voicemail box a phone number the automated attendant or disconnection You can override these settings on the Call Forward Override page or by making changes on the telephone To set the default call forwarding Log in to NBX NetSet gt User Information gt Call Forward Default 2 Select your choice for the Number of rings before forwarding a call 3 Select a call coverage point m If you select Forward to voicemail box the caller can leave a message m If you select Forward phone number enter that extension or external phone number in the box The number that you choose may be limited by your call permissions To view your permissions see NBX NetSet gt User Information gt Call Permissions The check box below Forward phone number specifies where you want to forward calls that are not answered at the internal extension that you specified as the Forward phone number If you check the box calls that are unanswered at the number you forward them to are passed on to your choice of a User Voicemail Your voicemail box Default Menu The default automated attendant usually extension 500 Voicemail The default system voicemail usually extension 501 If you leave the box unchecked calls that are unanswered at the number you forward them to are passed on to the destination spec
11. 8 Hold button Places a caller on hold 2 Transfer button Enables you to send a call to another telephone 3 Direct Mail Transfer button Allows you to send a caller directly to another user s voice mailbox or phantom mailbox Call Park button Places a call in a holding pattern so that it can be retrieved from any other telephone on the system Labels You can print labels for your Attendant Console using the LabelMaker utility in the NBX NetSet utility or on the NBX Resource Pack CD 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 If the light is The line is Off Available for use Steady In use Blinking quickly Ringing Blinking slowly On hold 112 CHAPTER 8 3COM 3105 AND 1105 ATTENDANT CONSOLES 8 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 Figure 8 and the text that follows it describe the features on the 3Com 3105 Attendant Console Figure 8 3Com 1105 Attendant Console wo S 3 2 6666666660 f 6866666686 d 6666666565660 d 6666666
12. Barge In wm Only the supervisor s display panel indicates that supervisory monitoring is in use Whisper also called Coaching allows a supervisor to speak to the agent during a monitored call without the customer hearing this advice The administrator configures the NBX system to specify if a tone audible to the agent is played when the supervisor enables Whisper To use Whisper or Barge In a supervisor must first be monitoring the call To whisper to an agent Monitor the ACD or Hunt Group call Press the soft button to select Whisper from the display panel m Whisper is enabled for you either silently or with a tone announcing the change depending on system configuration m Your display panel now provides options to Monitor Change Agent or Barge In Barge In allows a supervisor to speak to both the agent and customer during a monitored call The administrator configures the NBX system to specify whether a tone audible to the agent and customer is played when the supervisor enables Barge In m To use Whisper or Barge In a supervisor must first be monitoring the call Change Agent Interactions Supervisory Monitoring 89 To barge in to a call Monitor the ACD or Hunt Group call Press the soft button to select Barge In from the display panel Barge In is enabled for you either silently or with a tone announcing the change depending on system configuration Your display panel now provides options to Monitor Cha
13. Broadcast an announcement through the speakers on all NBX Telephones with speakers on your system except those that have been set to Do Not Disturb Simultaneous Paging 622 6202 Broadcast an announcement externally and internally at the same time To page perform the following steps using your 3Com Telephone Pick up the handset 2 Dial the appropriate paging code on your system 3 Speak the broadcast message into your handset and hang up A page zone is a subset of internal extensions to which you can direct a broadcast using a configured extension You can page a zone a P A system or both the zone and the P A system simultaneously Zone extensions are configured by the administrator To discover the page zone extensions on your system Log in to NBX NetSet gt Personal Information gt User Information gt Page Zones The NetSet utility lists the existing page zones and their extension numbers Click Details to list the members of each zone A W N p Configurable Operators 93 You can view zone memberships only if the administrator authorizes you to do so To page a zone a P A system or both perform the following steps using your 3Com Telephone Pick up the handset Dial the appropriate extension to page the zone Speak the broadcast message into your handset Hang up 3Com Cordless Telephones 3Com Entry Telephones and analog telephones can initiate but cannot receive a zone page Con
14. Components A key component of the NBX Networked Telephony Solutions is the NBX Messaging system which includes voice mail off site notification and several administrative features Voice mail allows callers to leave voice messages in your voice mailbox when you are not able to answer your telephone You can listen to save and forward those messages from any touch tone telephone If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of the instructions in this chapter Exception Use the procedures in Changing Your Password regardless of your messaging application 28 CHAPTER 3 NBX MESSAGING Important Considerations The steps are the same for initially setting up the name announcement personal greetings and passwords for personal greeting only and phantom mailboxes See Setting Up Your Password and Voice Mail for the First Time in Chapter 1 for details Your administrator creates group mailboxes and their passwords m For changes to passwords and greetings see Changing Your Password and Changing Your Name Announcement and Personal Greetings later in this chapter m The default setting for the maximum length of each voice mail message on the system is 5 minutes Your administrator can configure your organization s NBX Messaging system to receive and store voice mail messages that are up to 10 minutes long m Use the Off Site
15. NBX NetSet password changing 14 forgotten 14 initial 14 16 overview 28 NBX NetSet utility getting started 16 listening to messages 30 overview 15 problems with 122 new messages dial tone 103 notification off site 64 O off site notification 64 managing using the telephone 68 operators configuring 93 viewing 94 outbound calls dialing 45 speed dials 60 P page zones extensions 92 pager off site notification 64 paging 91 required equipment 91 92 restricted by Do Not Disturb 69 to announce a parked call 90 zones 93 Park button 3105 Attendant Console 111 parking a call feature code 105 overview 90 retrieving a parked call 91 passwords changing in the NBX NetSet utility 16 changing on the telephone 28 feature codes 107 forgotten 28 30 security tips 29 permissions allowed calls 71 viewing your call permissions 71 persistent features 104 personal greeting changing 29 selecting 29 setting the first time 14 personal speed dial buttons 3103 Manager s Telephone 23 personal speed dial numbers 60 personal voice mail group lists creating 36 modifying 37 phantom mailboxes 41 picking up calls 79 feature codes 105 printing labels 63 printing speed dial lists 63 private messages 39 problems solving 117 programmable Access buttons 1105 Attendant Console 112 3103 Manager s Telephone 21 22 3105 Attendant Console 111 public address system 91 92 pulse dialing 100 feature codes 107 Q 129 RJ 11 jack caution
16. Notification feature if you want the NBX system to notify you when callers leave voice mail messages in your voice mailbox See Off Site Notification in Chapter 5 m With a touch tone telephone you are able to bypass system messages using option buttons if you are configuring passwords and greetings However you cannot bypass voice mail messages in this manner Changing Your Password You use the same 4 digit to 10 digit password to log in to the NBX NetSet utility and to access your NBX voice mail You can change this password with your telephone using the NBX voice prompts or a feature code or through the NBX NetSet utility To set up your password for the first time see Table 4 and NBX NetSet Utility in Chapter 1 Table 4 also describes how to change your password If you forget your password the administrator can set it to be your extension number Then follow the instructions in Table 4 in Chapter 1 to change it to a more secure password Also see Security Tips next If your NBX system uses a messaging system other than NBX Messaging m Use the feature code method described in Table 4 in Chapter 1 to set and change the NBX NetSet utility password m 3Com recommends that you use the same password for your voice messaging system and for the NBX NetSet utility Security Tips Changing Your Name Announcement and Personal Greetings 29 m Change your password often m Do not use passwords that can
17. Software Chapter 8 Telephone maintenance and troubleshooting information Appendix A References to all topics in this book Index Conventions Table 2 defines some commonly used words and phrases in this guide Table 2 Common Terms Term Definition Auto Attendant The set of voice prompts that answers incoming calls and describes actions that a caller or user can take to access individual services Administrator The person who is responsible for maintaining your 3Com Networked Telephony Solution Receptionist The person who answers the majority of incoming telephone calls In some business environments this person may be a switchboard operator User A person who has a single 3Com Telephone or an analog telephone connected to the NBX system through an ATC card or the single port ATA device Documentation 11 Table 3 lists conventions that are used throughout this guide Table 3 Icons Icon Type Description Information note Information that describes important features or instructions Caution Information that alerts you to potential loss of N data or potential damage to an application system device or network Warning Information that alerts you to potential personal injury Documentation The documentation set for 3Com NBX Networked Telephony Solutions is designed to help NBX telephone users installers and administrators maximize the full potential of the system The NBX Re
18. You can use the telephone to dial internal and external pages m a3Com Business Telephone or 3Com Managers Telephone does not broadcast incoming paging messages over the speaker m f your telephone is part of a call pickup group no other telephone in the pickup group can retrieve a call that comes directly in to your telephone The incoming call goes immediately to the call coverage point voice mail auto attendant or other extension m f your telephone is part of an ACD group a hunt group or a calling group incoming calls to the group ring on your telephone Calls coming in directly to your telephone not directed to the group do not ring on your telephone To prevent every call from ringing you must enable Do Not Disturb and also log out of the group To set Do Not Disturb on a 3Com Managers Telephone Press the Features soft button 2 Scroll to Do Not Disturb 3 Press Select To cancel Do Not Disturb Press the Features soft button 2 Scroll to Do Not Disturb 3 Press Select You can also use the Feature Code 446 to turn Do Not Disturb on and off To view your current Do Not Disturb setting even if you do not have a 3Com Telephone or if you are away from your desk log in to NBX NetSet User Information Feature Settings 70 CHAPTER 5 PERSONALIZING YOUR TELEPHONE Preventing Unauthorized Use of Your Telephone Telephone Locking kh WN a A W N To prevent others from dialing long distance or
19. a password extension Then use this code for Feature Entry Tone applications other than NBX Messaging or the NBX voice prompts to change it repeat your new password Confirmation Tone NBX NetSet Utility 15 After you have set your initial NBX password continue to follow the voice prompts to record your name announcement Your name announcement tells callers that they have reached your voice mailbox Then follow the voice prompts to record your personal greeting Your personal greeting lets callers know important information about you for instance that you are on vacation available at another number or unavailable for a specified amount of time At any time you can change these greetings or record more than one personal greeting and choose which one is active See Changing Your Name Announcement and Personal Greetings in Chapter 3 NBX NetSet Utility The NBX NetSet utility has two interfaces m Administrator Your administrator logs in with a special password and uses the NBX NetSet utility to manage and configure system wide telephone settings and many of the settings for your telephone m User As a telephone user you log in to the NBX NetSet utility with your own system ID your extension and password to a View and change your telephone s personal settings such as speed dials ringer tone and specify where you want your calls to go when you cannot answer them your call coverag
20. are not enabled all calls received when this extension is not busy are forwarded to the Call Forward Default destination after one ring m If no call forwarding settings are enabled all calls received this extension is busy are immediately forwarded to the Call Forward Default destination If this extension is not busy all calls are forwarded to the Call Forward Default destination after the number of rings specified in the Call Forward Default page of the NetSet utility Putting a Call on Hold Dialing Another Call You can put a call on hold for any reason On 3Com Managers Telephones Press the Hold button Or press the Right button corresponding to the call for the Actions menu scroll to Hold and press Select To return to the call press the corresponding Left button Use the scroll buttons to locate the call if necessary You can place a call on hold to dial a new call On 3Com Managers Telephones Press the Hold button Or press the Right button corresponding to the call for the Actions menu scroll to Hold and press Select Press an Access button the New Call button of the Left button to choose a new line When you hear dial tone dial the second call More Than One Call Transferring a Call 53 The number of simultaneous calls you can have on your 3Com Manager s Telephone can be set by your administrator To place more than one call on hold on a 3Com Managers Telephone Press the Hold button Or p
21. can add additional Call Park Extensions For details see Call Park in Chapter 6 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 After call another user in my organization hear a tone but no ringing The other user may have the Hands Free Active on Intercom feature enabled Begin speaking after you hear the tone For details see Using Hands Free Active on Intercom Chapter 5 On my 3Com Business Telephone or 3Com Manager s Telephone all incoming internal calls come over my speaker phone You have the Hands Free Active on Intercom feature enabled For details see Using Hands Free Active on Intercom Chapter 5 When I try to access the NBX NetSet utility do not get a response after type the NBX system s IP address and press Enter Ask your administrator to verify the IP address that you typed into your web browser lam unable to log in to the NBX NetSet utility You must set up your voice mail before you can use the NBX NetSet utility Press the Message button The prompts guide you through the setup Then use your voice mail password to access the NBX NetSet utility If you are on an analog telephone see Setting Up Your Password and Voice Mail for the First Time in Chapter 1 Troubleshooting Problems 123 Table 12 Possible Problems continued Pos
22. can be dialed from your telephone The administrator can configure these permissions to change depending on the time of day For example your administrator can prevent long distance calls from being dialed from your telephone outside of business hours To view your current call permissions log in to NBX NetSet gt User Information Call Permissions Class of Service Override a uU A WN The Class of Service Override feature allows you to apply the features of your own 3Com Telephone temporarily to another 3Com Telephone on the same local network Example m The telephone in your organization s conference room is configured so that long distance telephone calls cannot be dialed from it You may however need to place a long distance call during a meeting Using the Class of Service Override feature you can apply the features of your own telephone to the conference room telephone for one call only and dial the call assuming that your Call Permissions allow you to make long distance calls from your own telephone If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions To enable the one call only Class of Service Override from a 3Com Manager s Telephone Press the Features soft button Scroll to COS Override Press Select Dial your phone extension Dial your voice mail password and press When you hear the dial tone
23. guide that pertains to your telephone appears Adobe Acrobat Reader 5 0 or higher is required to view the file Adobe Acrobat Reader is available free from the Adobe Web site www adobe com 18 CHAPTER 1 GETTING STARTED gt 3CoM 3103 MANAGER S TELEPHONE This chapter describes the buttons controls and features on the 3Com 3103 Managers Telephone It covers these topics m Telephone Buttons and Controls m Programmable Access Buttons m Status Lights for Access Buttons m Display Panel For how these features work on an analog telephone that is connected to the NBX system click the NBX Feature Codes Guide icon below any screen in the NBX NetSet utility Telephone Buttons and Controls Figure 1 shows the buttons and controls on the 3Com 3103 Manager s Telephone The features are discussed after the picture 20 CHAPTER 2 3COM 3103 MANAGER S TELEPHONE Figure 1 3Com 3103 Managers Telephone 21 20 19 S M SI BY i 17 We SN e T6 ME CY MU 15 13 anf Message Waiting Indicator MWI for Voice Mail When lit indicates that you have one or more new voice mail messages in your voice mailbox Also this indicator flashes when your telephone rings Display panel Displays telephone status messages Caller ID information if enabled and the number of messages that you have in your voice mail mailbox You can also use it to access these
24. high volume of telephone calls or who make frequent calls to the same telephone numbers This chapter covers these features m 3Com Attendant Console A device that works along with 3Com 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 m Complement Attendant Software CAS A software application that allows a receptionist to answer and route calls using a personal computer Your administrator installs the Complement Attendant Software on your computer from the NBX Resource Pack CD The Attendant Console and Complement Attendant Software can be used at the same time However m When incoming calls appear on the Attendant Console you must handle them using the buttons of the console m When calls appear on the CAS computer screen you must handle them using the mouse and the CAS software features 110 CHAPTER 8 3COM 3105 AND 1105 ATTENDANT CONSOLES 3Com Attendant Console Access Buttons Feature Buttons The 3Com 3105 and 1105 Attendant Consoles each have 50 Access buttons and 4 preprogrammed Feature buttons Although the design of the two Attendant Consoles is different the buttons work the same way In effect the Attendant Console is an extension of the 3Com Telephone to which it is associated See Figure 7 for 3Com 3105 Attendant Console buttons and controls and
25. is transferred to the person who accepts the transfer Setting the Volume On any 3Com Telephone use the Volume Control buttons to raise or lower one of these volumes Ring Volume To raise or lower the volume of the ring press the up or down Volume Control button repeatedly while your telephone is ringing until the volume is at the level that you prefer To read how ringer volume is different from ringer tone see Ringer Tones in Chapter 5 Handset Volume To raise or lower the volume of the dial tone or the sound that you hear when you are using the handset pick up the handset and then press the up or down Volume Control button repeatedly until the volume is at the level that you prefer You can change the handset volume during a conversation or by listening to the dial tone Speaker Volume To raise or lower the volume of the sound that you hear when you are using the speaker phone for a conversation or just listening to the dial tone press the Speaker button and then press the up or down Volume Control button repeatedly until the volume is at the level that you prefer Headset Volume To raise or lower the volume of the dial tone or the sound that you hear on the headset put on the headset and activate it as specified for your headset When you hear the dial tone or during a conversation press the up or down Volume Control button repeatedly until the volume is at the level that you prefer See Using a Headset in
26. items m Voice mail messages wm Directories of people s names and numbers m Logs of your recent incoming missed and outgoing calls m Features Right buttons Correspond to items on the display panel Press to act on those items m When there is a corresponding phone call the button opens or closes a call action list Scroll through the list and select an action by pressing the corresponding Right button or Select m When there is a corresponding list item the button activates the listed option Telephone Buttons and Controls 21 Label area for Access buttons See Printing Labels in Chapter 5 Programmable Access buttons Allow you and your administrator to assign lines and features to specific buttons See Programmable Access Buttons and Status Lights for Access Buttons later in this chapter Select button Selects the highlighted item in a list on the display panel Scroll buttons Up Down Left Right The up and down buttons allow you to scroll through the items in the telephone display panel See Using the 3Com Telephone Display Panel in Chapter 4 The left and right buttons move the cursor when you enter data 8 Release button Hangs up the current active call 9 New Call button Initiates a new telephone call 10 11 12 13 14 15 16 17 18 Hold button Places a caller on hold See Putting a Call on Hold in Chapter 4 Transfer button Sends
27. mail message Additional Notes m You can use the same notification method for all five attempts or any combination of methods m If your voice mailbox is full and someone tries to leave you a voice mail message the NBX system does not send you an e mail notification m When you activate the Telephone Locking feature on your telephone the NBX system sends you off site notification messages only if the notification number for example your pager number is a toll free telephone number See Telephone Locking later in this chapter Notice Behaviors These tables explain how the cycle of notice behaviors depends on the method that you select for the first attempt See the definitions as well as Resetting the Off Site Notification Cycle Off Site Notification 67 wm If you specify EMail for the first attempt Attempt Method Notice Behavior 1 E mail m Youreceive an e mail notice for each voice message m Each e mail notice contains information about the voice message like time of receipt and the number that called and the voice message is attached as a WAV file and then you configure attempt 2through5as E mail wm You receive an additional e mail notice for each voice message m he second e mail notice contains no information about the voice message like time of receipt and the number that called and no WAV file attachment 2through5as Pager wm You receive a pager call for each voice message
28. make active To hear or delete your personal greetings or choose your active personal greeting from the NetSet utility Log in to the NetSet utility with your extension and password Select NBX Messaging Personal Greeting 30 CHAPTER 3 NBX MESSAGING 3 Select a greeting p a Click Select to choose the greeting as the active greeting b Click Listen to hear the greeting c Click Delete to delete the greeting You cannot delete greeting number 1 you can re record it through the phone If you forget your password the administrator can set it to be your extension number Then follow the instructions in Table 4 in Chapter 1 to change it to a more secure password Also see Security Tips earlier in this chapter Listening to NBX Messages gt Message Indicators You can listen to your NBX voice mail messages from your 3Com Telephone from any touch tone telephone or by logging in to the NBX NetSet utility After you listen to messages you can save or delete them to clear them from the New Messages queue For how to set up your NBX NetSet utility password the first time see Table 4 and NBX NetSet Utility in Chapter 1 If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions Here is how you can tell if you have messages in your mailbox a Ona3Com 3103 Manager s Telephone The indicator bar above th
29. organization see your administrator To send the message to several recipients dial each destination number followed by st After the last destination number and its press again to send your message 36 CHAPTER 3 NBX MESSAGING Using Voice Mail Group Lists gt Viewing System Groups Creating Personal Groups ao uF WN A Voice Mail Group also called a mail group or mail list is a collection of extensions with a special group number Use it to send a message to everyone on the list at the same time A Voice Mail Group is not the same as an ACD Group Hunt Group or Calling Group See Automatic Call Distribution Groups Hunt Groups and Calling Groups in Chapter 6 System Voice Mail Groups can be set up by your administrator You can send a message to everyone in a System Voice Mail Group by using plus the two digit group number You can see a list of System Voice Mail Groups and the membership of each group through the NBX NetSet utility To view System Voice Mail Groups Log in to Netset gt NBX Messaging gt System Group List A list of System Group IDs and Names displays To view the membership of any group select the group and click Membership You can create your own Personal Voice Mail Group either through the telephone or through the NBX NetSet Utility To create a personal voice mail list through the telephone Log in to your mailbox at your telephone or remotely Dia
30. other unauthorized calls from your telephone permanently ask your administrator to adjust the call permissions schedule for your extension or you can adjust it temporarily with the Telephone Locking feature To enable the Locking feature on a 3Com Managers Telephone Press the Features soft button Scroll to Lock Unlock Press Select Enter your voice mail password and press To cancel Locking Press the Features soft button Scroll to Lock Unlock Press Select Enter your voice mail password and press You can also use the Feature Code 432 to turn Locking on and off Additional Notes a When Telephone Locking is activated a person using your telephone can dial only toll free calls calls to emergency services such as 911 in the United States or calls to telephone numbers that have been programmed in your system as internal calls m Even when Telephone Locking is active on your telephone your off site notification choices remain in effect That is notification of voice mail messages is sent to the outside telephone numbers or paging numbers that you have specified in NBX NetSet NBX Messaging Off Site Notification even if these numbers are not toll free m You can view your current Telephone Lock setting by logging in to NBX NetSet gt User Information gt Feature Settings Call Permissions Class of Service Override 71 Your administrator establishes Call Permissions to control the types of calls that
31. password 434 sequence to set your password for um the NBX NetSet utility 3Com repeat your new inn on d recommends that you use the same RU n P password for the NBX NetSet utility k Feature Entry Tone and your messaging application y repeat your new For all voice messaging systems password Td wm Use only 4 to 10 digit numbers Confirmation Tone a Do not use letters or as part of your password Password Change If your system uses NBX Message button 500 Messaging follow the NBX voice current password extension number prompts to change your NBX current password password which changes your NBX 9 NetSet utility password because they 2 9 are the same OR use the NBX NetSet follow the prompts 2 utility described next follow the prompts If your system uses a voice messaging application other than OR for systems that do OR for systems that do NBX Messaging use this code not use NBX Messaging not use NBX Messaging sequence to change your password s Feature for the NBX NetSet utility 3Com 4 434 Feature Entry Tone recommends that you use the same m current password 434 password for the NBX NetSet utility di Feature Entry Tone and your voice messaging application y new password current password For all voice messaging systems ft t your new Feature Entry Tone wm f you forget your password the Teneo administrator can reset it to your password i
32. switch your telephone with another user s telephone without first having your administrator reassociate your profile with the other telephone Ringer Tones To help you to distinguish the ring tone of your 3Com Telephone from the sound of other phones use the NBX NetSet utility to select one of nine ringing tones You can also choose Silent Ring to disable audible ringing To change the ringer tone Verify that your computer has a sound device a USB headset or a sound card with either headphones or speakers 2 Log in to NBX NetSet gt Ringer Tones 3 Click each of the nine Sample Ringer Tone buttons to hear the choices 4 From the Ringer Tone Setting pull down list select the number of the tone that you want Click Apply Speed Dials Personal Speed Dials This section describes the types of speed dials m Personal m System wide m One Touch It also describes how you can print a list of speed dials You can also print a set of labels for your telephone showing which of your buttons are mapped to features and speed dial numbers You can create a list of up to 99 personal speed dials using ID numbers 601 through 699 for your telephone These speed dials are available only from the telephone for which they were created You create view and print your personal speed dial list using the NBX NetSet utility You can view and dial a personal speed dial number using the telephone display panel of a 3Com Telephone
33. the Speaker and Mute features see Telephone Buttons and Controls in Chapter 2 for the 3103 Manager s Telephones Use the Conference Drop feature to disconnect the last person that you add to a conference call This feature is helpful if when you add a party your call is answered by someone else a Only the person who added the last caller to the conference call can drop that caller m Your administrator can configure any Access button on a 3Com Telephone or the Attendant Console to be a Conference Drop button On a 3Com Managers Telephone Press the Right soft button 2 Scroll to Conference Call Drop 3 Press the corresponding Right soft button or press Select You can also use the Feature Code 431 to disconnect the last person added to a conference More About u Conference Calls Setting the Volume 57 To place your part of a conference call on hold press the Hold or amp 7 button The other parties can talk among themselves but they cannot hear you Music on Hold does not play when a conference call is on hold To transfer a conference call to another telephone press the Transfer button Dial the number to which you want to transfer the call announce to the recipient optionally that you are transferring a conference call and then press the Transfer button again a All of the conferenced parties are transferred except yourself a Your ability to drop the last person that you added to the conference
34. the currently active call to another telephone See Transferring a Call in Chapter 4 Conference button Establishes a single call with up to three additional internal parties external parties or both See Establishing a Conference Call in Chapter 4 Redial button Redials the last telephone number or extension that you called See Redialing a Call in Chapter 4 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 Telephone key pad Enables you to dial calls enter Feature Codes or enter passwords and numbers required for features Volume down Lowers the volume of the ringer the speaker the nu handset or the headset See Setting the Volume in Chapter 4 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 microphone when you are using the handset or headset or when your telephone is in speaker phone mode To turn off the Mute feature press the button again Volume Up Raises the volume of the ringer the speaker the handset or the headset See Setting the Volume in Chapter 4 22 CHAPTER 2 3COM 3103 MANAGER S TELEPHONE 19 20 21 Soft buttons A
35. 6660 d 6866666686 N 2 ale gprs 3 3 4 5 6 7 1 Access buttons A light next to each button indicates whether the line is available or in use or whether assigned features are enabled Status indicator lights show the following If the light is The line is Off Available for use Steady In use Blinking quickly Ringing Blinking slowly On hold 2 Shift button Enables you to toggle between the two sets of button assignments on the Console Press the Shift button for assignments 1 through 50 Press Shift again for assignments 51 through 100 The Shift button LED is lighted when you have buttons 51 through 100 selected Attendant Console Labels Opening the 3105 Attendant Console Label Cover 113 Labels You can print labels for your Attendant Console using the LabelMaker forms in the NBX NetSet utility or on the NBX Resource Pack CD See Printing Labels in Chapter 5 Transfer button Enables you to send a call to another telephone See Transferring a Call in Chapter 4 Direct Mail Transfer button Allows you to send a caller directly to another user s voice mailbox or phantom mailbox See Direct Mail Transfer in Chapter 4 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 in Chapter 6 Hold button Places a caller on hold See Putting a Call on Hold in Cha
36. ACD group to an Access button To log in to or to log out of the ACD group press the specified Access button The indicator next to the button lights to show that you are logged in Your administrator can configure whether you are allowed to log out or not To log in to an ACD group using the NBX NetSet utility Log in to NBX NetSet gt User Information gt ACD Groups 2 Select the ACD group to log in to Click Log In and then click Close If you log in to an ACD group and do not answer a call when it rings on your telephone the system may log you out of the group depending on how the administrator has configured the group To log out of an ACD group using the NBX NetSet utility 1 Log in to NBX NetSet User Information ACD Groups 2 Select the ACD group to log out of 3 Click Log Out and then click Close Viewing ACD User Status NBX NetSet User Information ACD Groups shows each ACD group that you are a member of Click each column heading to arrange the information in ascending or descending order m Ext Shows the extension number of the ACD group m ACD Group Name Shows the name of the ACD group m Queue Shows the number of calls to this ACD group currently in the queue Hunt Groups Automatic Call Distribution Groups Hunt Groups and Calling Groups 83 a Answered Shows the number of calls that have been answered by this ACD group since NBX system startup m Status Shows whether y
37. CAN 300M NBX Managers Telephone Guide NBX Networked Telephony Solutions System Release 5 0 Part Number 900 0208 Published April 2005 http www 3com com 3Com Corporation 350 Campus Drive Marlborough MA 01752 3064 Copyright 1998 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 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 con
38. Call Forward Busy and Call Forward All override this Forward to Mail setting if they are in effect If you turn off Forward to Mail and no other call forward options are in effect unanswered calls still go to your default call coverage point but after the number of rings specified in NBX NetSet gt User Information gt Call Forward Default To view your current Forward to Mail setting log in to NBX NetSet gt User Information gt Feature Settings and see Forward All Calls to VM Call Forward No Answer To set Call Forward No Answer on a 3Com Managers Telephone Press the Features soft button Scroll to Call Forward No Answer Press Select If the display shows the destination number you want just press the Enter soft button or to accept it Otherwise dial the number that you want to forward calls to and press the Enter soft button or To cancel Call Forward No Answer Press the Features soft button 2 Scroll to Call Forward No Answer 3 Press the Select You can also use the Feature Code 466 to turn Call Forward No Answer on and off You can specify the number of rings before the call is forwarded by logging into NBX NetSet User Information Call Forward Override Call Forward Busy To set Call Forward Busy on a 3Com Managers Telephone Press the Features soft button Scroll to Call Forward Busy Setting Call Forward from the NetSet Utility w Forwarding Incoming Calls 49 Press Select 4 If th
39. Change F 434 current password new password repeat your new password Setting Up Your Password and Voice Mail for the First Time in Chapter 1 Pulse to Tone Make or receive a call F 891 Bridged Extensions in Chapter 6 Redial F 401 Using the 3Com Telephone Display Panel in Chapter 4 Release F 111 Using a Headset in Chapter 5 Show Lists F 460 Displays lists for you to scroll through and select Speaker On Off F 104 Speak except 2101 and 3101 and listen without picking up the handset Speed Dial Personal List F personal speed dial number Speed Dials in Chapter 5 Speed Dial System Wide List F system wide speed dial number Speed Dials in Chapter 5 Transfer F 420 telephone number F 420 Transferring a Call in Chapter 4 Version F 827 Displays the NBX software version Volume Up or Down F 102 to raise the sound or F 103 to lower the sound Setting the Volume in Chapter 4 108 CHAPTER 7 FEATURE CODES 3CoM 3105 AND 1105 ATTENDANT CONSOLES 3Com Attendant Consoles and the NBX 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 CAS the two can also be used by busy sales representatives and others who receive a
40. Chapter 5 58 CHAPTER 4 STANDARD FEATURES p gt PERSONALIZING YOUR TELEPHONE Your NBX Networked Telephony System has many features that can make your telephone easier to use This chapter describes Guidelines About Features on NBX Telephones Ringer Tones Speed Dials Off Site Notification Do Not Disturb Preventing Unauthorized Use of Your Telephone Class of Service Override Using a Headset For help on accessing NBX features from an analog telephone see the NBX Feature Codes Guide below any screen in the NBX NetSet utility For how to set up your NBX NetSet utility password for the first time see Chapter 1 If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions Guidelines About Features on NBX Telephones Because your administrator determines whether some of the features that are described in this chapter are available for your telephone or for the entire system some of these features may not be available to you 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 connections are part of the same LAN 60 CHAPTER 5 PERSONALIZING YOUR TELEPHONE m Because your extension and personal settings are associated with your telephone you cannot
41. Figure 8 for 3Com 1105 Attendant Console buttons and controls The 50 Access buttons on a 3Com Attendant Console can each have two sets of assignments 1 through 50 and 51 through 100 To toggle between the two sets of assignments you press the Shift button Your administrator can assign features to each Access button Possible features include m Status of internal telephone extensions busy available m Status of external telephone lines m Speed dials for a User extensions Pager numbers a Cellular telephone numbers m Message Waiting Indicators MWI for Group mailboxes Phantom or personal mailboxes m Time of Day Service Modes See your administrator for details m Status of ACD Hunt and Calling Group lines The four Feature buttons are preprogrammed for the most common features needed by a receptionist Transfer Transfer to Voicemail Park and Hold The Shift button does not affect the operation of the Feature buttons Your administrator can change the features assigned to each button using the NBX NetSet utility Figure 7 and the text that follows it describe the features on the 3Com 3105 Attendant Console Figure 8 and the text that follows it describe the 3Com 1105 Attendant Console 3Com Attendant Console 111 Figure 7 3Com 3105 Attendant Console 5 OOOOOOOOO OOOOOOOOO OOOOOOOOO OOOOOOOOC OOOOOOOOO OOOOOOOOO NORA
42. HIS GUIDE This guide is intended for anyone using m 3Com Managers Telephones m 3Com Attendant Consoles m NBX Complement Attendant Software It includes information about using the NBX Voice Mail system and the NBX NetSet administration utility for personal telephone settings Devices documented in this guide include m Telephones a 3Com 3103 Managers Telephone m Attendant Consoles 3Com 3105 Attendant Console a 3Com 1105 Attendant Console NBX Complement Attendant Software If the information in the release notes readme pdf on the NBX Resource Pack CD differs from the information in this guide follow the instructions in the release notes Analog telephones connected through the Analog Terminal Card or the Analog Terminal Adapter can use most of the features described in this book See the NBX Feature Codes Guide for Analog Telephones in the NBX NetSet utility 10 ABOUT THIS GUIDE How to Use Table 1 shows where to look for specific information in this guide This Guide Table 1 Where to Find Information If you are looking for information about Turn to How to get started with your new telephone Chapter 1 The 3Com 3103 Manager s Telephone Chapter 2 NBX Voice Messaging features Chapter 3 Using standard telephone features Chapter 4 Personalizing your telephone Chapter 5 Enhanced system features Chapter 6 Feature codes Chapter 7 The Attendant Console and Complement Attendant
43. J 45 versus RJ 11 jacks 118 electrical power 117 contrast 24 conventions documentation 10 creating voice mail messages 35 customer supervisory monitoring 87 3 D delayed ringing 100 dial tone 103 troubleshooting a 3Com Telephone 121 dialing calls other methods 45 redial 46 release with headset 72 switching from pulse to tone 100 direct mail transfer feature code 106 overview 54 Direct Mail Transfer button 1105 Attendant Console 113 3105 Attendant Console 111 directed call pickup 80 display panel 23 3103 Managers Telephone 20 call logs user directory and speed dial lists 44 contrast 24 soft keys 23 Do Not Disturb Feature and call forwarding 51 Do Not Disturb feature 68 feature code 106 dual tone multi frequency DTMF dialing 100 E electrical shock avoiding 121 e mail getting voice mail messages in 40 notification of voice mail messages 64 error tone 103 External Paging dial code 92 external telephone calls dialing 45 F feature active tone 104 feature codes 103 Feature Codes Guide in NBX NetSet utility 13 feature entry tone 103 feature settings Call Forward All 47 Call Forward Busy 46 Call Forward No Answer 46 CLIR All 79 Do Not Disturb 69 70 Forward Calls to Mail 48 Find Phone Tab Complement Attendant Software CAS 114 flash feature code 106 forgot my password 28 30 Forward to Voice Mail 47 106 forwarding calls all calls 47 directly to another user s mailbox 54 no answer 46 t
44. Message later in this chapter Forward the message See Forwarding a Message later in this chapter Listen to date time and sender information about the message See Information About Your Messages next Back up 3 5 seconds in the current message Pause the current message for up to 20 seconds Move ahead 3 5 seconds in the current message Move to the next message Return to the main menu Information About Your Messages Replying to a Message 33 To listen to date time and sender information about a message in your mailbox press 6 during or after the message and then press one of these buttons Wu Date and time information abe wu Sender information SN 4 Listen to the previous message Replying to a Message p You can send a reply to a voice mail message provided that the NBX system has received the necessary caller ID information If you receive a message that is marked Private you can reply to the originator but you cannot forward the message to others To reply to a message after you listen to it Press 4 If the message has been sent to more than one person press 1 to reply only to the sender or press 2 to reply to all of the recipients 2 After the tone record your reply Hang up or press for more options If you press press one of these buttons M Send your reply abe wu Re record your reply der xy Listen to your reply exe Mar
45. NetSet gt User Information gt Call Permissions From the telephone you can set call forwarding using feature codes On the 3Com Manager s Telephone you can also set call forwarding from the display panel Use the NetSet utility to see your call forwarding settings Your administrator can also set programmable access buttons for call forwarding Forward to Mail From the telephone you can set your 3Com Telephone so that all incoming calls go directly to your default call coverage point usually your voice mailbox You can change the destination to the Auto Attendant or receptionist or a different telephone number This feature is referred to as FWD MAIL Forward to Mail Forward All Calls to Voice Mail and Forward All Calls to VM When Forward to Mail is in effect your telephone rings once before forwarding the call to your default call coverage point On a 3Com Managers Telephone Press the Features soft button Scroll to Forward to Mail Press Select The Forward to Mail icon displays To turn off Forward to Mail repeat these steps To set your default call forwarding destination use the NetSet utility See Default later in this section 48 CHAPTER 4 STANDARD FEATURES A W N To prevent the telephone from ringing even once use the Do Not Disturb feature see Do Not Disturb in Chapter 5 or use the Call Forward All feature see Call Forward All later in this section Call Forward No Answer
46. Speed Dial list a For an announced conference wait for the third party to answer the call The second party remains on hold and you may converse with the third party privately until you finish adding the third party To add the third party press the Conference button the second time OR press the Complete soft button m Fora blind conference press the Conference button immediately after you dial the number Or press the Complete soft button You return to the conference and you and the second party hear the called party s telephone ringing On a 3Com Manager s Telephone you can also press the Right button corresponding to the call and choose Conference from the Actions menu to transfer a call OR press the Features soft button and enter the Feature Code If the third party answers three parties are now in the conference call 56 CHAPTER 4 STANDARD FEATURES p Disconnecting the Last Person That You Called p If the third party is internal and does not answer the attempt to conference that party is cancelled You cannot establish a conference call with an NBX user s voice mailbox Repeat steps 2 and 3 to conference in a fourth party m You can activate speaker phone operation during the conference call by pressing the Speaker button m You can turn off the microphone or the mouthpiece on the handset by pressing the Mute or button The other parties cannot hear you but you can hear them m For details about
47. You can use your phone as an intercom You can answer internal intercom calls without picking up the handset When you receive an internal call your telephone sounds a tone and activates the speaker phone An external call a call from outside your NBX system rings to your telephone as usual To enable Hands Free Active on Intercom on a 3Com Manager s Telephone 1 Press the Features soft button 2 Scroll to Handsfree 3 Press Select 74 CHAPTER 5 PERSONALIZING YOUR TELEPHONE To cancel Hands Free Active on Intercom 1 Press the Features soft button 2 Scroll to Handsfree 3 Press Select You can also use the Feature Code 100 to turn Hands Free Active on Intercom on and off GETTING MORE FROM YOUR TELEPHONE SYSTEM This chapter covers these topics m Listening to Your Messages in Your E mail m Account Billing Codes m Caller ID m Call Pickup m Automatic Call Distribution Groups Hunt Groups and Calling Groups m Supervisory Monitoring m Call Park m Paging Configurable Operators m Using Message Waiting Indicator to Telephone m Dialing a Call to a Remote Office m Bridged Extensions m Delayed Ringing m Using Pulse Dialing m Additional Applications Security Note Several of the features described in this chapter include configuring a telephone line to appear on more than one 3Com Business Telephone or 3Com Manager s Telephone For any of these features if one person is using a tele
48. able 9 are available on your 3Com Manager Telephone on single purpose buttons like Hold Conference Transfer and Redial or on Access buttons that you or your administrator can program You can view and select feature codes using the display panel and soft buttons but you can also press the Feature button and dial the three digit feature code See Features in Chapter 2 Using Feature Codes A W N Table 9 NBX Feature Codes Feature Follow these steps to use NBX feature codes Pick up the handset Press the Feature button Dial the feature code and any additional values as specified in Table 9 Hang up when your call is complete or you have activated the features that you want Feature Code See Account Codes F 888 account code telephone number Account Billing Codes in Chapter 6 ACD Hunt and Calling Groups F feature code for the group group password Automatic Call Distribution Groups Hunt Groups and Calling Groups in Chapter 6 Call Forward All F 4 465 Forwarding Incoming Calls in Chapter 4 Call Forward Busy F 4 467 Forwarding Incoming Calls in Chapter 4 Call Forward No Answer Call Park Park a Call F 466 F 444 one of the Call Park extensions for your NBX system Forwarding Incoming Calls in Chapter 4 Call Park in Chapter 6 Call Pickup Directed F 4 455 4 the exte
49. aiting Indicator MWI to Telephone allows a user to light a status button next to a programmable access button and leave a call back number on another telephone This feature is distinct from voice mail in that the telephone does not ring and there is no voice mail message The light appears next to the Access button not the message waiting light used for voice mail Example A principal can use this feature to notify a teacher without interrupting the class to call the office as soon as possible You can send an MWI message to any telephone on your NBX system that has an MWI Retrieve button enabled Sending an MWI message turns on the light on the target telephone if it is not already lit and leaves your telephone number as a callback number You cannot send an MWI message to m Telephones that do not have an MWI Retrieve button enabled or that have reached their MWI message limit 30 m Remote NBX systems over external line m Calling Groups Hunt Groups or ACD Groups To send an MWI message using a 3Com Managers Telephone Press the Features soft button Scroll to MWI to Phone Send Press Select Dial the extension you want to call and press sf You can also press the Access Button if one is configured for MWI to Ph Send or use Feature 412 To receive and retrieve an MWI message you must have a 3Com Telephone with a display panel and a programmable access button with status light configured by your administrator for MWI Re
50. all 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 84 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM uU fF WN forwarded to a group mailbox or to the receptionist Figure 3 shows the path of a call coming into a hunt group Figure 3 Sample Hunt Group Configuration Incoming Telephone Call Telephone 1 Telephone 2 Telephone 3 uu A WN Group Voice Mailbox Hunt groups can be static or dynamic m f you are in a static hunt group you are always part of that group along with the other group members m If you are in a dynamic hunt group you must log in to the group to be part of it To log in to a dynamic hunt group using your 3Com Manager s Telephone Press the Features soft button Scroll to Hunt Group Login Enabled Press Select Dial the group number Dial the group password and press uU fF WN Automatic Call Distribution Groups Hunt Groups and Calling Groups 85 To log out of a dynamic hunt group using your 3Com Manager s Telephone Press the Features soft button Scroll to Hunt Group Login Enabled Press Select Dial the group number Dial the group password and press Your administrator can configure a hunt group to an Access button To log in to or to log out of the hunt group press the specified Access button Th
51. all that is ringing on a specific user s telephone To pick up a call from your 3Com Manager s Telephone Pick up the handset Press the Features soft button Scroll to Pickup Directed Press Select Dial the extension of the ringing telephone and press 4t Using One Touch Pickup Pick up the handset Press the Access button that your administrator has assigned to Pickup Ext Dial the extension number of the ringing telephone You can answer a call that is ringing on a group member s telephone To pick up a call from your 3Com Manager s Telephone Pick up the handset Press the Features soft button Scroll to Pickup Group Press Select Dial the group number of the ringing telephone and press Using One Touch Pickup Pick up the handset Press the Access button that your administrator has assigned to Pickup Group Dial the group number Automatic Call Distribution Groups Hunt Groups and Calling Groups 81 Automatic Call Distribution Groups Hunt Groups and Calling Groups Automatic Call Distribution uU FPF WN Your administrator can establish formal and informal call centers so that incoming calls can be directed to several telephones that have been associated into automatic call distribution groups hunt groups or calling groups A call center is a general term that refers to any system that accepts incoming calls to a site and ensures that those calls are sent to the proper destination wi
52. alls 47 busy line 46 call coverage point 46 default 47 50 feature codes 105 override 51 precedence 51 problems with 123 ring no answer 46 call logs on telephone display panel 44 call park default extensions 90 feature code 105 introduction 90 retrieving a parked call 91 Call Park button 1105 Attendant Console 113 3105 Attendant Console 111 call permissions applying yours to another telephone 71 introduction 71 call pickup directed 80 feature codes 105 group 80 introduction 79 problem 123 call toggle feature code 105 caller ID feature code 106 identity restriction 78 restricting on outbound calls 78 126 INDEX calling groups and the Do Not Disturb feature 69 feature code 105 overview 81 sample configuration 86 Calling Line Identity Restriction CLIR 78 feature codes 106 CAS 114 change agent supervisory monitoring 89 Class of Service CoS override 71 feature code 106 cleaning telephones 121 CLIR 78 feature codes 106 coaching 88 codes account and billing 76 feature codes 103 NBX Feature Codes Guide 9 Complement Attendant Software CAS computer screens and tabs 114 features 114 introduction 109 keyboard shortcuts 115 Conference button 3103 Manager s Telephone 21 conference calls adding parties 55 dropping last party 56 feature code 106 introduction 55 configurable operators 93 confirmation tone 103 connecting a headset 3102 Business Telephone 72 connecting telephones 59 121 caution R
53. ance described in the next bulleted item New Messages Dial Tone When your voice mailbox has either new or unsaved messages and you pick up your handset you hear the New Messages Dial Tone a repeated short tone also called the stutter tone until you delete or save every message Your administrator can turn the New Messages Dial Tone on or off Feature Entry Tone When you lift the handset and press the Feature button to begin using one of the features you hear the Feature Entry Tone which is a steady sound at a lower pitch than the normal dial tone You must enter data for instance a feature code number your password or an extension as specified in Table 9 Confirmation Tone After certain steps as when you add a party to a conference call you hear a short Confirmation Tone or beep which confirms that you have completed the action Error Tone You hear the fast busy tone also called the congestion tone when no circuits are available In addition you 104 CHAPTER 7 FEATURE CODES hear the Error Tone if you make an error such as trying to enter an unsupported feature code an invalid extension or an invalid password Hang up and start the feature code sequence again m Feature Active Tone Example You activate one of the persistent features for instance you lock your telephone and then hang up The next time that you pick up the handset on your analog telephone you hear the Feature Active T
54. any VPIM extensions in the VPIMs box 6 Select members from the Non Members list and move them to the Members list by clicking the left arrow Click Apply and OK to complete the list You can review your Personal Voice Mail Groups add members or delete a group from the telephone or from the NBX NetSet utility To review or modify a Personal Voice Mail Group from the telephone Log in to your mailbox at your telephone or remotely Dial 9 for Mailbox Options 38 CHAPTER 3 NBX MESSAGING 3 Dial 3 for Group Lists 4 Press 1 3 or 4 Review your list of groups Create a group Delete a group Add or delete group members See step 5 Return to the main menu 5 To add members to a group or delete members from one press 4 a To add one or more members to the group dial one of these destination numbers plus The internal extension or mailbox number of the recipient A speed dial number See Speed Dials in Chapter 5 Another personal or system group list number A VPIM extension A site code plus extension to send to a user on another NBX system Example neee or neeee where n one or more site code digits and e the extension digits on the other system For valid site codes for your organization see your administrator b To delete one or more members from the group dial the destination number that you want to delete and then press 1 6 When you have added or deleted all of the destination numbers press
55. avoiding use with 3Com Telephones 118 RJ 45 jack caution using instead of RJ11 118 Q Quick Reference sheets 17 R receptionist and the Attendant Console 110 and the Complement Attendant Software CAS 114 definition 10 Redial button 3103 Managers Telephone 21 redialing calls 46 feature code 107 release feature code 107 releasing calls with headset 72 relocating telephones 121 remote notification 64 remote offices calling 97 replying to voice mail messages 33 ring no answer call forwarding 46 ringer tone choosing 60 volume 57 ringing delayed 100 Do Not Disturb 68 S scroll buttons 3103 Manager s Telephone 21 security passwords 28 29 preventing unauthorized outbound calls 70 telephone line on multiple telephones 75 Select button 3103 Manager s Telephone 21 sending messages 35 shared telephone lines bridged extensions 99 delayed ringing 100 hunt groups 81 Shift button 1105 Attendant Console 112 3105 Attendant Console 112 show lists feature code 107 silent monitor 87 Simultaneous Paging dial code 92 site codes 98 soft buttons 3103 Manager s Telephone 22 soft keys 23 software Complement Attendant CAS 114 sound volume 3103 Managers Telephone 21 Speaker button 3103 Managers Telephone 21 speaker phone 3103 Managers Telephone 21 feature code 107 problems with 122 using 45 volume 57 Speed Dial buttons 3103 Managers Telephones 23 Speed dials 60 One Touch 62 personal speed dial numbers 60 p
56. button Speed Dial button Speed Dial button Speed Dial button Status Lights for Access 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 If the light is The line is Off Available for use Steady In use Blinking quickly Ringing Blinking slowly On hold Display Panel Use the 3Com Manager s Telephone display panel to dial numbers and manage calls Navigate and choose telephone features displayed on the panel with the soft buttons for tabs across the bottom of the display the left buttons for call control or list selection the right buttons for actions on corresponding calls or list selection and the scroll and select buttons m Soft buttons activate the tabbed commands that display above them The commands change according to context Much of the time the soft buttons give you access to messages directories call logs and feature dialogs One soft button for example is the Messages button 24 CHAPTER 2 3COM 3103 MANAGER S TELEPHONE Display Panel Contrast m Left buttons control calls that display beside them Up to three calls display at one time and correspond to the three left buttons Press a left button to answer an incoming call rejoin a call on hold and select it for other action If no call corresponds to the button press it to start a new call m R
57. ceive telephone messages Using your phantom mailbox you can retrieve forward and save messages in the same way that any other employee can but without a physical telephone connected to your NBX system m If you are an employee who lives a long distance from your office and works from home customers and others can leave messages in the your phantom mailbox and you can call in to the NBX system to retrieve them or you can listen to them from the NBX NetSet utility You retrieve messages from a phantom mailbox in the same way that you retrieve messages from a personal mailbox See Listening to NBX Messages earlier in this chapter A group mailbox is a voice mailbox from which a group of users can retrieve messages Your administrator creates group mailboxes and can explain how to retrieve messages that are left in the group mailbox Example m During nonbusiness hours the system can send incoming telephone calls for your sales department to a group mailbox Your administrator assigns to the appropriate sales people the ability to listen to forward or otherwise handle all messages that are directed to the group mailbox 42 CHAPTER 3 NBX MESSAGING gt gt STANDARD FEATURES This chapter describes standard features of the NBX Telephones It covers these topics m Answering a Cal m Using the 3Com Telephone Display Panel m Dialing a Call m Forwarding Incoming Calls m Putting a Call on Hold m Transferring a Call
58. ch voice mail message that you receive The voice message may be attached to the e mail message as a WAV file See the tables in Notice Behaviors later in this section You can listen to the messages using your PC sound device a USB headset or a sound card with either speakers or headphones If you delete the e mail notice with its attached WAV file after you listen to the message you delete only the copy The original voice mail message remains in your NBX voice mailbox You must log in to the NBX voice mail system by telephone or through the NBX NetSet utility to delete your messages From the Interval drop down list box select the number of minutes that you want the system to wait after each attempt before it moves to the next attempt The best time interval depends on the Attempt method that you choose For instance allow sufficient time after a Pager notification for the usual delay at your pager supplier 7 Click Apply 8 Repeat steps 4 through 7 to set up additional attempts if you want 66 CHAPTER 5 PERSONALIZING YOUR TELEPHONE p 10 The cycle of notice behaviors differs depending on the method that you select for the first attempt See Notice Behaviors at the end of this section You do not need to configure every Attempt row When you have configured all of the Attempt rows that you want click OK The NBX Messaging tab appears Test your off site notification settings by leaving yourself a voice
59. condary telephone Your administrator can map a primary telephone s extension to one or more secondary telephones Delayed Ringing p 3Com Business Telephone 3Com Manager s Telephone and Attendant Console only The Delayed Ringing feature prevents a call on a shared line from ringing on a specific telephone until the incoming call rings on another telephone for a specified number of times A shared line can be a bridged extension or an incoming analog telephone line that is mapped to more than one telephone Example The administrator programs maps a telephone extension to appear on both a managers telephone and the assistant s telephone that is it is a bridged extension The administrator has also enabled the Delayed Ringing feature on the manager s telephone and has specified 4 rings a typical setting When a call comes in to the manager on that extension the assistant s telephone rings 4 times before the call audibly rings on the manager s telephone Even during the first silent rings the line s status light on the manager s telephone flashes allowing the manager to answer the call if required Using Pulse Dialing p In some locations analog telephone users must dial telephone calls using pulse dialing instead of tone dialing also called Dua Tone Multi Frequency or DTMF dialing Your administrator must configure the Analog Line Card ports for pulse dialing Using Pulse Dialing 101 Examples
60. e The display panel is correct connector on the underside of the blank telephone Use the strain relief tab to prevent the cord from becoming unplugged m Verify that each Ethernet cable is connected and that each cable is in the proper connection w Remove and add power to the telephone by unplugging the power cord at the electric outlet and plugging it back in m f the telephone is powered through a powered Ethernet cable make sure that power is applied to the cable at its source 122 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE Table 12 Possible Problems continued Possible Problem Suggested Solutions My telephone has locked up wm 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 still appears to be locked disconnect the electrical power for your telephone and then plug it back in Callers cannot leave messages on my voice mail Your mailbox may be full Log in to your voice mailbox and delete some messages Your telephone may be set up for Greeting Only Mailbox Log in to NBX NetSet NBX Messaging and clear the Greeting Only Mailbox checkbox When I park a call the display panel shows Park xtn in use and the call returns to my telephone You have selected a Call Park extension that is already in use Try another Call Park extension Your administrator
61. e display panel is lit and the display panel shows the number of messages Example 3 Msgs 2 New a Onan analog telephone Pick up the handset If you hear the New Messages Tone rapid stutter tone you have new messages or messages that you have listened to but have not yet saved or deleted For information on accessing NBX features from an analog telephone see the NBX Feature Codes Guide in the NBX NetSet utility a Inthe NBX NetSet utility Log in as a user The list of your messages appears in the Voice Mail Messages area on the NBX NetSet User Information screen A new message has a next to it A forwarded messages has gt Fw next to it Listening from Your Computer uU A WN Listening from Your 3Com Telephone 1 Listening to NBX Messages 31 To listen to your messages from your computer you must have a way of playing audio files m A USB audio device such as a USB headset and an operating system that supports USB OR m A sound card an application such as Windows Media Player and either headphones or speakers Log in to the NBX NetSet utility with your extension and password Select a message in User Information Voice Mail Messages Click Listen The third party application downloads the voice message and plays it To delete the message select the message and then click Delete To listen to your messages from your own 3Com Telephone Pick up the handset and press the Message button to access
62. e display shows the destination number you want just press the Enter soft button or to accept it Otherwise dial the number that you want to forward calls to and press the Enter soft button or To cancel Call Forward Busy Press the Features soft button 2 Scroll to Call Forward Busy 3 Press Select A W N You can also use the Feature Code 467 to turn Call Forward Busy on and off Call Forward All To set Call Forward All on a 3Com Managers Telephone Press the Features soft button Scroll to Call Forward All Press Select If the display shows the destination number you want just press the Enter soft button or to accept it Otherwise dial the number that you want to forward calls to and press the Enter soft button or sf To cancel Call Forward All Press the Features soft button 2 Scroll to Call Forward All 3 Press Select You can also use the Feature Code 465 to turn Call Forward All on and off From the NetSet utility you can set default call forwarding or choose to override the default with a condition for call forwarding No Answer Busy or All and a destination For telephone numbers do not use parentheses hyphens or spaces When you specify an external telephone number start by entering a 9 or 8 or whatever is required to access an outside line Example 912815551212 dials 281 555 1212 You can enter a if a pause is required between an access code and a destination number 50 CHAPTER
63. e indicator next to the button lights to show that you are logged in To log in to a dynamic hunt group using the NBX NetSet utility Log in to NBX NetSet Hunt Groups 2 Select the hunt group to which you want to log in Click Log In and then click Close If you log in to a dynamic hunt group and do not answer a call when it rings on your telephone the system may log you out of the group depending on how the administrator has configured the group To log out of a dynamic hunt group using the NBX NetSet utility 1 Log in to NBX NetSet Hunt Groups 2 Select the hunt group from which you want to log out 3 Click Log Out and then click Close To log in to all hunt groups of which you are a member 1 Log in to NBX NetSet Hunt Groups Click the Login all button To log out of all hunt groups of which you are a member 1 Log in to NBX NetSet Hunt Groups Click the Logout all button 86 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM Calling Groups Group Membership Supervisory Monitoring One type of hunt group is the Calling Group Calling groups allow an incoming call to ring simultaneously on all telephones in a group for example a customer service group To log in to or out of a calling group follow the steps in Hunt Groups earlier in this chapter Figure 4 shows the path of a call coming in to a calling group Figure 4 Sample Calling Group Configuration Incoming Telephone Call Telep
64. e points Listen to and delete your voice messages from your computer as an alternative to managing calls on your telephone View your call permissions certain current feature settings and the internal user directory to call other users on your system Login to and out of one or all ACD groups hunt groups and calling groups of which your telephone is a member See Chapter 4 Chapter 5 and Chapter 6 for discussions about the standard and enhanced features that you can monitor and change in the NBX NetSet utility See Chapter 3 for voice messaging features If your NBX system uses a messaging application other than NBX Messaging off site notification and other voice messaging features are available through your messaging application See the application s documentation rather than using this Guide 16 CHAPTER 1 GETTING STARTED Starting the NBX NetSet Utility To use the NBX NetSet utility you need a computer that is connected to your local area network LAN and that has a web browser You do not need Internet access To start the NBX NetSet utility Ask your administrator for the IP address or DNS host name for your NBX system In the web browser on your computer Microsoft Internet Explorer version 5 5 or later is optimal enter the IP address or DNS host name in the Address field and then press Enter The NBX NetSet utility login screen appears You cannot log in to the NBX NetSet utility unt
65. easily identify you such as your phone extension or birth date m Avoid simple passwords such as 1234 or 0000 m Use numbers only do not use letters or as part of your password m Longer passwords are more secure You can use up to 10 digits for your password m Never tell your password to anyone Changing Your Name Announcement and Personal Greetings You set name announcement and personal greeting when you first set your voice mail See Setting Up Your Password and Voice Mail for the First Time in Chapter 1 Change your personal greeting often to ensure that callers hear up to date information You can record up to five personal greetings and choose which to use from the telephone You can also review delete or choose which to make active with the NetSet utility If appropriate you may also want to change the greeting for an extension that is a greeting only mailbox so that callers do not attempt to leave nu messages See Greeting Only Mailbox later in this chapter To change your name announcement or personal greetings Log in to your mailbox at your telephone or remotely 2 Press 9 for Mailbox Options and then press 1 3 To review or change your name announcement press 1 and follow the prompts To review or change your personal greetings press 2 and follow the prompts Using the NetSet utility you can review or delete a personal greeting or choose which of your recorded greetings to
66. ecific Telephone 80 Group Call Pickup 80 Automatic Call Distribution Groups Hunt Groups and Calling Groups 81 Automatic Call Distribution 81 Hunt Groups 83 Calling Groups 86 Group Membership 86 Supervisory Monitoring 86 Monitor 87 Whisper 88 Barge In 88 Change Agent 89 Interactions 89 Call Park 90 Paging 91 Paging the System 92 Paging Zones 92 Configurable Operators 93 How Configurable Operators Work 93 Configuring the Operators 94 Using Message Waiting Indicator to Telephone 95 Sending an MWI Message 95 Retrieving an MWI Message 95 Deleting MWI Messages 96 Cancelling an MWI Message 97 Dialing a Call to a Remote Office 97 Using Unique Extensions 97 Using Site Codes 98 Bridged Extensions 99 Delayed Ringing 100 Using Pulse Dialing 100 Additional Applications 102 FEATURE CODES NBX Tones 103 Feature Codes with 3Com Telephones 104 3Com Managers Telephone 105 Using Feature Codes 105 3CoM 3105 AND 1105 ATTENDANT CONSOLES 3Com Attendant Console 110 Access Buttons 110 Feature Buttons 110 Attendant Console Labels 113 Opening the 3105 Attendant Console Label Cover 113 Complement Attendant Software 114 Managing Calls 115 TELEPHONE INSTALLATION AND MAINTENANCE Connecting the Telephone 117 Attaching and Adjusting the Articulating Support Bracket 119 Moving Your Telephone 121 Swapping Telephones 121 Cleaning Your Telephone 121 Troubleshooting Problems 121 INDEX i gt gt ABOUT T
67. elephone numbers your voice mail box or an automated attendant You can choose when to forward calls Default Forwards unanswered incoming calls to your default call coverage point after a specified number of rings if you have not specified another condition a Call Forward No Answer Forwards unanswered incoming calls to a call coverage point when your phone rings for a specified number of rings a Call Forward Busy Forwards incoming calls to a call coverage point when your phone is busy If you have multiple lines all lines must be in use in order for Call Forward Busy to engage Setting Call Forward from the Telephone p A W N Forwarding Incoming Calls 47 a Call Forward All Forwards all incoming calls without ringing to a call coverage point regardless of the state of your phone Use this feature when for example you plan to be away from your phone for an extended period of time You can set call forwarding from your telephone You choose the condition for call forwarding default no answer busy or all and the destination When you specify an external telephone number as the destination start by entering a 9 or 8 or whatever is required to access an outside line Example 912815551212 dials 281 555 1212 You can enter a if a pause is required between an access code and a destination number The number that you choose may be limited by your call permissions To view your permissions see NBX
68. elephones when a new call arrives while you are on a call Press Hold OR press the Right soft button corresponding to the current call scroll to Hold and press Select The current call is put on hold Press the Left soft button next to the new call on the display You are connected to the new call To return to the earlier call press the Left soft button corresponding to the earlier call on the display Using the 3Com Telephone Display Panel Use the telephone display panel of your 3Com Telephone to dial a number m Directory Lists of the users on your system and their extensions a Call Logs The logs of the most recent calls to and from your telephone Missed Calls Answered Calls Dialed Calls m Features list of features including Personal Speed Dials that you have set in NBX NetSet Speed Dials and System wide Speed Dials set by your administrator You can print and view these numbers in NBX NetSet gt System Speed Dials To access the display panel lists Press the Directory Call Logs or Features soft button Use the scroll buttons to move through the lists When you see the list that you want to use press the Select button the Select soft button or the corresponding Right button Dialing a Call 45 Use the scroll keys to move to the name or number that you want to call Press the Select button the Select soft button or the corresponding Right soft button To leave the lists entirely pres
69. er in this chapter In the Number Address field m If you selected Pager for Method in step 4 a Enter a pager number Do not use parentheses hyphens or spaces Ask your administrator if you need to include the area code and any other digits that your system needs to dial an outside number such as 9 8 1 or O After you receive the pager message you call in to your voice mailbox to listen to your messages p Off Site Notification 65 In the Numeric Page field indicate what you want the pager to display Enter a series of digits such as your telephone extension number m f you selected VoiceMail for Method in step 4 Enter the telephone number at which you want to be notified Do not use parentheses hyphens or spaces Ask your administrator if you need to include the area code and all other digits that your system needs to dial an outside number such as 9 8 1 or O When you choose to be notified by voice mail the NBX system calls the number that you enter in this field When you answer the call the system announces the new voice message and allows you to follow the prompts to access your voice mailbox and listen to and delete any of your messages m f you selected EMail for Method in step 4 Enter the e mail address at which you want to be notified You can use different e mail addresses for different Attempts When you choose to be notified by e mail message the NBX system sends you an e mail message for ea
70. er s Telephone Press the Features soft button Scroll to CLIR Press Select Dial your number that you want to call To disable CLIR from your 3Com Managers Telephone Press the Features soft button 2 Scroll to CLIR 3 Press Select You can also use the Feature 890 to turn CLIR on and off If you hang up the handset without making a call the CLIR NEXT feature remains active and will apply to the next external call that you make Call Pickup Use the 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 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 or if that user is a member of a Call Pickup group that allows nonmember pickup Your administrator configures call pickup groups and can tell you which group you belong to 80 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM Directed Call Pickup on a Specific Telephone mh WN Group Call Pickup mh WN To view the list of Call Pickup groups of which you are a member Log in to NBX NetSet gt User Information gt Call Pickup Select the group number that you want to view from the Group List and Click Details to list the members of that group You can answer a c
71. figurable Operators How Configurable Operators Work p The Configurable Operators feature gives a caller who is directed to voice mail the option of going to another destination You can configure your own operators for those who call your extension if the administrator allows it and you can also use this feature as a caller to another device Following is a brief description of how the system directs a caller from your voice mail to operators that you designate If you do not answer a call the system invokes your voice mail The caller listens to your prerecorded voice mail message which includes the instruction to press an access digit 0 or 9 in order to reach the appropriate operator When you employ a configurable operator you must re record your personal voice mail greeting to tell callers that an operator is available to them if they press the appropriate access digit during the voice mail greeting The caller presses 0 or 9 4 The call is redirected to the operator that you designated The caller can leave a message and then press 0 or 9 to transfer to a configured operator 94 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM Configuring the Operators gt You can view the operators settings and modify those settings if your administrator allows it The operator s call handling rules such as call coverage may apply to the voice mail caller Also you must have external to external permission
72. h a display panel and appropriate soft buttons not a 3Com Entry Telephone 3Com Cordless Telephone 3Com 2101 Basic Telephone or an analog telephone Customers are people who make an incoming call to an ACD or Hunt Group number It can be an internal or external caller Monitor allows the supervisor to listen to a call Whisper allows the monitoring supervisor to speak to the agent without the customer hearing Barge In allows the supervisor to speak to both the agent and the customer Monitor also called Silent Monitor allows an authorized supervisor to listen to calls that come in to an agent through an ACD or Hunt Group The administrator configures the NBX system to specify whether a tone audible to the agent plays when the supervisor joins to monitor the call To monitor an agent s ACD or Hunt Group call using a 3Com Manager s Telephone Press the Features soft button Scroll to Supervisory Monitoring Press Select Dial the group number and press Dial the group supervisory password and press 4t Dial the agent s extension number and press 88 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM Whisper Barge In You can also press the Access Button if one is configured for Monitor and follow the prompts m You join the call either silently or with a tone announcing the call to the agent depending on system configuration m Your display panel now shows options to Whisper Change Agent or
73. have finished Other User Configuration items should only be changed with the advice of your administrator Features You can access a full range of features beyond those provided by buttons on the telephone by pressing the Features soft button See Using Feature Codes in Chapter 7 for a list of all features You can access these features either by entering the Feature Code on the keypad or selecting the feature from the display panel list Press the Features soft button 2 Enter the three digit Feature Code on the keypad Enter any additional values following display panel prompts OR Press the Features soft button 2 Scroll to the feature 3 Press the Select button the Select soft button or the Left soft button corresponding to the feature code on the display panel Enter any additional values following display panel prompts 26 CHAPTER 2 3COM 3103 MANAGER S TELEPHONE NBX MESSAGING This chapter describes the NBX9 Networked Telephony Solutions voice messaging features It covers these topics m NBX Messaging Components m Changing Your Password m Changing Your Name Announcement and Personal Greetings m Listening to NBX Messages m Replying to a Message m Forwarding a Message m Creating and Sending a Message m Using Voice Mail Group Lists m Marking a Message as Private or Urgent m Other Ways to Manage Your Voice Mail Messages m Other Kinds of Mailboxes NBX Messaging
74. he administrator can set up to 100 system wide speed dials using ID numbers 700 through 799 for numbers that are dialed frequently by many internal users You can view the system wide speed dial list through the NBX NetSet utility Or you can view and dial from it using the telephone display panel You can ask the administrator to map a system wide speed dial ID number to one of the Access buttons on your telephone See Special Case One Touch Speed Dials next 62 CHAPTER 5 PERSONALIZING YOUR TELEPHONE p Special Case One Touch Speed Dials To use a system wide speed dial Pick up the handset Or you can press the Speaker button Press the Feature button plus the 3 digit system wide speed dial ID code for the number that you want to call Or press the Feature button scroll to Speed Dials System press Select scroll to the number that you want to dial and press Select again If you dial a speed dial code that has no number assigned to it the display panel on your telephone shows the message No number stored One Touch speed dials use Access buttons Use either the One Touch or the Personal speed dial screen to assign or change the One Touch speed dial numbers on your telephone If you make a change in one screen it appears in the other screen See Personal Speed Dials or follow these steps for the One Touch screen To add or change a One Touch speed dial on an available Access button Log in to NBX NetSet
75. he transfer of a call Alt M Cancel Transfer Cancels a transfer Alt S Conference Establishes a single call with up to three additional Alt C internal or external parties Complete Completes the conference call Alt P Conference Cancel Conference Cancels the addition of a party to a conference Alt E call To manage incoming calls using the Complement Attendant Software click the buttons at the bottom of the screen as described here Select a sort method by clicking the appropriate tab For example to select a user by last name click the Last tab Click the user s name The user s extension number and name appear in the Find Phone field Click the button for the way that you want to handle the call For example to transfer a call click Transfer To park a call click Park For additional information on using the Complement Attendant Software see the Help system in the software 116 CHAPTER 8 3COM 3105 AND 1105 ATTENDANT CONSOLES TELEPHONE INSTALLATION AND MAINTENANCE This chapter covers these topics Connecting the Telephone Moving Your Telephone Swapping Telephones Cleaning Your Telephone Troubleshooting Problems Connecting the Telephone Although the connector layout varies between telephones all 3Com Telephones and attendant consoles use these symbols to identify the connectors w D 2 m Power connection for an AC power adapter Network connection Connects the device to the networ
76. hone 1 Telephone 2 Telephone 3 After a specified number of rings with no answer Ou 5 UNa Receptionist To view the list of users that belong to a group In NBX NetSet User Information Hunt Groups select a group Click Details Supervisory monitoring is typically used in call centers to allow supervisors to join a conversation between an agent and a customer to ensure proper customer support The supervisor s presence may or may not be announced to the agent or customer by a tone Supervisory monitoring can be used only with incoming calls to Automatic Call Distribution Groups and Hunt Groups Other calls to and from the agent s telephone are unavailable to the supervisor The supervisor must provide a password to access the agent s extension during these calls Monitor Supervisory Monitoring 87 Your organization may be legally required to add an announcement to tell callers that their call may be monitored Agents must be logged in as members of an ACD or Hunt Group Anyone however who picks up a call that comes through an ACD or Hunt Group may be monitored like an agent This includes people who take a transferred call or answer one with call pickup Supervisors are people using the supervisory monitoring password to monitor the ACD or Hunt Group A call could be forwarded through more than one group the supervisor must provide the password of the most recent group The supervisor must use a 3Com Telephone wit
77. ified for that number This setting can result in having your calls forwarded to another person s voicemail or to a loop of forwarding where the call is never answered Forwarding Incoming Calls 51 m If you select Automated Attendant you can choose to forward calls to your choice of Default Menu The default automated attendant usually extension 500 Voicemail The default system voicemail usually extension 501 m f you select Disconnect no coverage the system disconnects an incoming call if it is not answered after the specified number of rings 4 Click Apply and then click OK Override To set the call forward override 1 Log in to NBX NetSet gt User Information gt Call Forward Override 2 Select your call forward conditions m f you select Call Forward All calls will not ring at all on your extension and will be immediately forwarded to the extension or external phone number you specify in the box m f you select the next button you can select either or both of the following conditions If you select Call Forward Busy calls will not ring at all when all of your lines are busy and will be immediately forwarded to the extension or external phone number you specify in the box If you select Call Forward No Answer calls ring the number of times you specify in the rings box If they are not answered then they will be forwarded to the extension or external phone number you specify in the box m f
78. ight buttons bring up the action list for the corresponding call From the action list you can send a call to voice mail add it to the phone book park it hold transfer conference or release the call If the display shows a list the right buttons also activate the corresponding option m Scroll buttons up and down buttons move items up and down in the display if there are more than three calls or list items to be displayed Arrows in the display show if there are more calls or items above or below those displayed The left and right buttons move you to the top or bottom of a list or move the cursor left or right when you enter data m Select button at the center of the scroll buttons activates the currently highlighted list item The display panel shows m Calls with caller ID when available m Number of messages in your mail box m Your extension number m Date and time m Status of persistent features with icons a Locked Unlocked Fwd to mail Handset Headset Speaker m Telephone lines in use with symbols in the column on the right You can adjust the display panel contrast as one of the User Configuration Features a ur WN Features 25 To adjust the contrast Press the Features soft button Scroll to User Configuration and press Select Scroll to Modify Display and press Select Press Select to choose Set Contrast Change contrast using the left and right scroll buttons Press Exit when you
79. il you establish your password through your telephone using NBX voice prompts or the Feature Code sequence See Table 4 earlier in this chapter 2 Click User to log in as a user The password dialog box appears 3 Type your NBX NetSet utility user identification always your 3 digit or Navigation and Shortcut Icons in the NBX NetSet Utility 4 digit telephone extension and your NBX NetSet utility password and then dick OK The icons at the lower right of any Personal Settings window allow you or your administrator to navigate to the following features Table 5 Navigation Icons Icon Action Where You Go Back wm For the User goes to the main NBX NetSet utility login el dialog box m For the Administrator goes to the NBX NetSet utility main menu window 9 Help Help for the fields and procedures related to the screen Click the icons below the window to go directly to these features One Touch Speed Dials 5 not available on 3Com 3100 Entry Telephone Off Site Notification Notification Quick Reference Guides 17 Telephone Guides including this guide EIE Guides NBX Feature Codes Guide Feature Codes Quick Reference Guides To open and print a copy of the Quick Reference Guides for the most frequently used features on your telephone Log in to the NBX NetSet utility See Starting the NBX NetSet Utility earlier in this chapter Click Telephone Quick Reference The quick reference
80. k A powered Ethernet cable that conforms to the Power over Ethernet IEEE 802 3af standard is acceptable for 3Com 3100 Entry Telephones 3Com 3101 Basic Telephones 3Com 3102 Business Telephones 3Com 3103 Manager s Telephones 3Com 3105 Attendant Consoles Older 3Com telephones that include PE in the part number Switch port for connecting a computer or other network device such as a 3Com Attendant Console to the network Handset connector Headset connector 3Com 3102 and 3103 only 118 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE Figure 10 shows underside of the 3Com 3102 Business Telephone Connection details for each type of 3Com device are listed on the packing sheet that is shipped with the device Figure 10 Underside of the 3Com 3102 Business Telephone 123 4 a EA Uy gt FIG D O Q XS 5 CAUTION The NBX system operates over the LAN not through traditional telephone wiring Your telephone connects to the NBX system through an RJ 45 LAN connector instead of an RJ 11 telephone connector Your telephone will not work unless it is connected properly Ask your administrator if you have questions about your telephone connection The underside of a 3Com Telephone or attendant console includes 1 AC power adapter connection 2 Ethernet connector for connection to the LAN 3 Ethernet connector for an optional connectio
81. k the message Private or Urgent See Marking a wY Message as Private or Urgent later in this chapter K Cancel your message 34 CHAPTER 3 NBX MESSAGING Forwarding a Message p You can forward most messages with or without comments If you receive a message that is marked Private you cannot forward it To forward a message Log in to your voice mailbox at your telephone or remotely 2 Listen to a message that you want to forward and press 5 3 After the tone record an introductory message and then press OR if you choose not to record a comment press when you hear the tone Optionally press one of these buttons OR proceed to step 5 SN 2 Re record your introductory comment Listen to your introductory comment Fan Mark the message Private or Urgent See Marking a Q Message as Private or Urgent later in this chapter M Cancel your message 5 When you are ready to forward the message press 1 6 Dial one of these destination numbers plus m The internal extension or mailbox number of the recipient m Aspeed dial number See Speed Dials in Chapter 5 m Avoice mail group list number See Using Voice Mail Group Lists later in this chapter m Asite code plus extension to send to a user on another NBX system in your organization Example neee or neeee where n one or more site code digits and e the extension digits on the other system For valid site codes in your orga
82. l 9 for Mailbox Options Dial 3 for Group Lists and then 2 for Create Group Dial a 2 digit number 01 99 which becomes the Group Number After the tone speak a name for the group and press Dial one of these numbers m 1 to save the group name and proceed to step 7 m 2 to change the group name and return to step 5 m toexit without saving Modifying or Deleting Personal Groups Using Voice Mail Group Lists 37 Dial one of these destination numbers plus m The internal extension or mailbox number of the recipient m Aspeed dial number See Speed Dials in Chapter 5 m Another personal or system group list number m A VPIM extension m Asite code plus extension to send to a user on another NBX system in your organization Example neee or neeee where n one or more site code digits and e the extension digits on the other system For valid site codes in your organization see your administrator When you have added all of the destination numbers press m 1 to save the group list m 2 to cancel creating the group m to return to the previous menu OR hang up To create a Personal Voice Mail List through the NBX NetSet Utility Log in Netset NBX Messaging Personal Group List You see a list of your current personal voice mail groups with Group IDs and Group Names 2 Click Add 3 Enter a Group ID a number from 01 99 that is not used for a current group Enter a Name for the new group 5 Enter
83. l on a 3Com Telephone to scroll to a missed answered or dialed number or a personal or system wide speed dial number If you have programmed one of the One Touch buttons press that button When you finish speaking hang up the handset If you pressed the Speaker button press it again to end the call 46 CHAPTER 4 STANDARD FEATURES Redialing a Call On a 3Com Managers Telephone m Pick up the handset and press Redial to dial the most recent number that you called OR m Use the Call Logs on the display panel to redial a recently missed answered or dialed call Forwarding Incoming Calls Call Coverage Points Condition to Forward Calls You can choose when and where to forward unanswered incoming calls Unanswered calls that come in directly to your extension go to a call coverage point You can set different call coverage points for different conditions default no answer busy and all calls Unanswered calls that come to your telephone through ACD groups hunt groups and calling groups follow the call coverage path that your administrator sets up for the group See Automatic Call Distribution Groups Hunt Groups and Calling Groups in Chapter 6 When you specify call forwarding you specify the call coverage point and the condition under which to forward calls Your call coverage points are the destinations you forward your calls to when you do not answer They can be telephone extensions or external t
84. le creating 63 printing 63 length of voice messages 28 lights status 3103 Manager s Telephone 23 listening to messages 30 from remote telephones 31 lists display lists feature code 107 modifying personal voice mail group lists 37 personal voice mail group lists 36 printing speed dials 63 locking your telephone blocking unauthorized calls 70 feature code 106 off site notification restriction 66 logs on 3Com telephone display panel answered calls 44 dialed calls 44 missed calls 44 128 INDEX long distance calls preventing 70 M mail group lists personal 36 system 36 mailboxes greeting only 40 group 41 phantom 41 setting up personal 13 maintenance telephone 117 Managers Telephones 3103 19 Message button 23 message waiting indicator for voice mail analog telephones 30 message waiting indicator to telephone 95 cancelling 97 deleting 96 feature codes 106 retrieving 95 sending 95 message waiting indicators 3103 Managers Telephone 20 30 messages creating and sending 35 forwarding 34 listening from a remote location 31 listening from telephone 31 listening NBX NetSet utility 30 maximum length 28 private 39 replying to 33 sending 35 urgent 39 Messaging NBX 27 monitor 87 monitoring supervisory 86 moving telephones 60 121 Mute button 3103 Manager s Telephone 21 MWI See message waiting indicators N name announcement changing 29 setting the first time 14 NBX Messaging 27
85. llow you to select items that are displayed in the bottom dynamic tabs of the telephone display panel See Using the 3Com Telephone Display Panel in Chapter 4 The tabs include m Messages m Directory a Call Logs m Features Handset Left buttons Correspond to calls on the display panel Press to act on those calls The buttons answer incoming calls retrieve calls on hold or start new calls Programmable Access Buttons Figure 2 shows the 8 programmable Access buttons on the 3Com 3103 Manager s Telephone Your administrator can set buttons to phone lines and features You can set any other buttons to one touch speed dials To view or change the current speed dials on your telephone s buttons button mappings click the Shortcut to One Touch Speed Dials icon below any NBX NetSet utility screen See Special Case One Touch Speed Dials in Chapter 5 Figure 2 3103 Access Buttons oN Ooh wn a on Ou A W Status Lights for Access Buttons 23 Access buttons have these default settings which your administrator can change Headset Handset Select button Toggles audio between a headset that is connected to the telephone and the handset See Using a Headset in Chapter 5 Speed Dial button Typically you can use these 7 buttons 2 8 for personal speed dial settings although the administrator can map them to other features See Speed Dials in Chapter 5 Speed Dial button Speed Dial button Speed Dial
86. m 1 to save the modified group list m 2to cancel this modification to the group m to return to the previous menu OR hang up ao uu AUN Marking a Message as Private or Urgent 39 To review or modify a Personal Voice Mail Group from the NBX NetSet utility Log in Netset gt NBX Messaging gt Personal Group List You see a list of your current personal voice mail groups Select the group to review or modify Click Modify You can change the Name for the group You can enter any VPIM extensions in the VPIMs box You can select members from the Non Members list and move them to the Members list by clicking the left arrow OR select members from the Members list and move them to the Non Members list by clicking the right arrow Click Apply and OK to complete your changes To delete a Personal Voice Mail Group from the NBX NetSet utility Log in Netset gt NBX Messaging gt Personal Group List You see a list of your current personal voice mail groups 2 Select the group to delete 3 Click Remove 4 Click Yes to confirm Marking a Message as Private or Urgent When you compose a voice message you can select Private or Urgent from the delivery options If you do not select a delivery option your message is sent as a Normal message m Private Messages The recipient cannot forward the message to others m Urgent Messages Places the message at the beginning of the recipient s message queue Urgen
87. m Managers Telephones place a new telephone call to the user s extension or use the paging feature See Paging next for details To retrieve a parked call Pick up the handset of any telephone on the system Dial the Call Park extension that was assigned to the call Paging Paging is the general term used to describe the act of broadcasting a voice message through audio speakers You can m Page all extensions with speakers on the system This method uses default codes in Table 8 m Page a subset of all extensions on the system called a zone This method uses extensions that the administrator configures for this purpose Each method allows you to broadcast a message to different destinations depending on your location and equipment i gt Do not press the Feature button before you dial the Paging code 92 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM Paging the System Paging Zones When you page the system you broadcast a message to all internal extensions with speakers to a Public Address PA system or to both simultaneously Paging codes as described in Table 8 have default values for each destination Table8 Paging Codes 3 digit dial plan 4 digit dial plan Feature default codes default codes External Paging 620 6200 Broadcast an announcement over a public address system that has a paging amplifier and speaker system that is connected to your NBX system Internal Paging 621 6201
88. m Some of your telephone lines are provided by a telephone company that supports only pulse dialing while other lines are provided by a different telephone company that supports DTMF dialing m Your organization s telephone service provider offers low cost pulse dialing only service m n some situations you must switch to DTMF dialing during a call For example if your call is answered by an automated attendant that requires that you enter information from your telephone keypad you must typically enter the information using DTMF dialing To change using the display panel from pulse dialing to DTMF during a call While you are on a call press the Right soft button for the call for the Actions menu 2 Scroll to Switching a Call from Tone to Pulse Mode 3 Press Select Your connection is switched from pulse to tone DTMF for the remainder of the call When you hang up the port you were using on the Analog Line Card reverts to pulse dialing mode You can also use Feature Code 891 to switch from tone to pulse dialing Your administrator can map a button on your telephone so that you can press the button to change from pulse dialing to DTMF during a call When you hang up the port that you were using on the Analog Line Card reverts to pulse dialing mode You can configure a personal speed dial in the NBX NetSet utility to dial a number in pulse dial mode and then to switch to DTMF Use the left angle bracket character lt in
89. n to your desktop computer Not on 3100 Handset connector 5 Headset connector 3102 and 3103 only 6 Tabs for the support bracket gt wm For information about the underside of each 3Com Telephone and for information about how to connect any 3Com Telephone or Attendant Console to a Power over Ethernet source see the packing sheet that comes with the device Attaching and Adjusting the Articulating Support Bracket 119 wm The following device support brackets have built in strain relief clamps 3101 3102 3103 3105 and 3100 Attaching and Adjusting the Articulating Support Bracket The articulating support bracket is common to the following devices m 3Com 3105 Attendant Console m 3Com 3103 Managers Telephone Figure 11 Figure 12 and Figure 13 show the 3Com 3102 Business Telephone The instructions apply to all of these devices Figure 11 Attaching the Support Bracket Bracket 2 Mounting supports 3 Cable management clamps To attach the support bracket snap the bracket into the mounting supports on the bottom of the telephone After you connect the cables to the phone press the cables into the cable management clamps on the stand 120 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE Figure 12 Adjusting the Support Bracket To adjust the support bracket press to release the lock tab rotate the bracket to the position that you want and then release the lock tab Figure 13 Wall Mounting
90. nge Agent or Whisper While supervisory monitoring is enabled on a call a supervisor can change the agent being monitored To monitor a different agent in the same ACD or Hunt Group Monitor the ACD or Hunt Group call Press the soft button to select Change Agent The display panel prompts you for the extension number of the agent Enter the extension number of the agent and select OK or press You begin to monitor the call either silently or with a tone announcing the call to the agent depending on system configuration Your display panel now provides options to Whisper Change Agent or Barge In A supervisor can monitor a call put it on hold and monitor a second call A supervisor can invoke supervisory monitoring on only two calls one active and one on hold at a time If a customer or agent conferences in an additional caller or transfers parks or sends a call to voice mail a supervisor monitoring the call is dropped from the call If a customer or agent puts a call on hold before a supervisor attempts to monitor it the supervisor will not be able to monitor the call If a customer or agent puts a call on hold after a supervisor is monitoring it the supervisor will not be dropped from the call 90 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM Call Park Use Call Park to place a call in a holding pattern and make it available for another person to pick up from any telephone on the system Use the in
91. nization see your administrator To forward the message to several recipients dial each destination number followed by st After the last destination number and its press again to send your message Follow the prompts to delete or save the message you just forwarded Creating and Sending a Message 35 Creating and Sending a Message To create and send a message directly without actually making a call follow these steps Log in to your mailbox at your telephone or remotely 2 Dial 2 to select Create and Send a Message 3 Atthe tone record a message that is at least 2 seconds long and press to end the recording Optionally press one of these buttons OR proceed to step 5 2 Re record the message EN l Ww Review the message AN Mark the message Private or Urgent See Marking a 9 Message as Private or Urgent later in this chapter K Cancel the message 5 When you are ready to send the message press 1 6 Dial one of these destination numbers plus m The internal extension or mailbox number of the recipient m Aspeed dial number See Speed Dials in Chapter 5 m A voice mail group list number See Using Voice Mail Group Lists later in this chapter m Asite code plus extension to send to a user on another NBX system in your organization Example neee or neeee where n one or more site code digits and e the extension digits on the other system For valid site codes in your
92. nsion of the ringing telephone Call Pickup in Chapter 6 Call Pickup Group F 456 call pickup group number Call Pickup in Chapter 6 Call Toggle F 409 Toggles between two calls To return to the first call press the button for the line where the first call came in press Call Toggle 2101 or repeat F 409 106 CHAPTER 7 FEATURE CODES Table 9 NBX Feature Codes continued Feature Feature Code See Caller ID Restriction F 889 Caller ID in Chapter 6 CLIR AII On Off Caller ID Restriction F 890 Caller ID in Chapter 6 CLIR Next Call Class of Service Override F 433 your own extension your password the outside party s number Class of Service Override in Chapter 5 Conference Call Add F 430 telephone number Establishing a Conference Call in F 430 Chapter 4 Conference Call Drop F 431 Establishing a Conference Call in Chapter 4 Direct Mail Transfer F 441 other person s extension hang up Direct Mail Transfer in Chapter 4 Do Not Disturb On Off F 446 Do Not Disturb in Chapter 5 Flash F 260 If your NBX system is connected to a Central Office by one or more Analog Line Card ports and if the CO provides your organization with a feature such as Call Waiting that requires a flash signal use this sequence to signal
93. nswers announce the call m f the recipient wants to take the call press Transfer again to complete the transfer OR press the Complete soft button m If the recipient does not want to take the call press the Exit soft button The call you tried to transfer is now on hold 54 CHAPTER 4 STANDARD FEATURES p Blind Transfer 1 p Your administrator can disable Announced Transfers by enabling the One Button Transfer feature for the entire NBX system When that setting is enabled every time that you transfer a call the call is transferred as soon as you dial the extension and hang up without waiting for you to announce the call You can also press Release to hang up In a blind transfer you transfer the call without notifying the recipient While on a call press the Transfer button The system places the caller on hold and selects a new line Dial the number to which you want to transfer the call OR choose the number from the Directory or Speed Dial lists As soon as you hear a full ring press the Transfer button and hang up OR press the Complete soft button If you press the Transfer or Complete button too soon after you dial the number the transfer might not occur On a 3Com Manager s Telephone you can also press the Right button corresponding to the call and choose Transfer from the Actions menu to transfer a call OR press the Features soft button and enter the Feature Code Direct Mail Transfer gt
94. o manage your off site notification settings directly through the telephone Log in to your voice mailbox at your telephone or remotely 2 Press 9 3 Press 4 select one of these options and follow the prompts Button Description 1 Enable off site notification 2 Disable off site notification 3 Change off site notification settings 4 Review current off site notification settings Return to the main menu Do Not Disturb p When the Do Not Disturb feature is in effect calls coming in to your telephone immediately go to your default call coverage point without ringing You set the default call coverage point by logging in to NBX NetSet gt User Information gt Call Forward Default See Forwarding Incoming Calls in Chapter 4 If Call Forward All is in effect it overrides Do Not Disturb Calls go to the call coverage point defined for Call Forward All in NBX NetSet User Information Call Forward Override You can ask your administrator to map the Do Not Disturb feature to an available Access button on your 3Com Telephone or you can use the Feature Code to enable and disable the feature When Do Not Disturb is in effect m It overrides Call Forward No Answer Call Forward Busy and FWD MAIL m Your telephone does not ring when it receives an incoming call Do Not Disturb 69 The associated status light does flash when a call arrives m You can use the telephone to dial outgoing calls m
95. o your call coverage point 46 to your voice mailbox 46 unanswered calls 46 forwarding voice mail messages 34 FWD MAIL 47 G Greeting Only mailboxes 40 group call pickup 80 group lists personal voice mail creating 36 modifying 37 group voice mailbox 41 H hands free 73 feature code 106 handset volume 57 headset using 72 73 volume 57 Headset Handset Select button 3103 Manager s Telephone 23 hold 3Com Managers Telephone 52 Business Telephones 52 feature code 106 introduction 52 more than one call 53 Hold button 1105 Attendant Console 113 3103 Managers Telephone 21 3105 Attendant Console 111 hunt groups and the Do Not Disturb feature 69 calling groups 86 feature code 105 introduction 83 logging in to or out of 85 sample configuration 84 static 84 l icons in the NBX NetSet utility navigation 16 shortcuts 16 G 127 icons display panel locked telephone 70 incoming calls ACD groups 81 answering 43 calling groups 83 forwarding directly to another user s mailbox 54 hunt groups 83 transferring 53 indicators of voice mail messages off site notification 64 on your phone 30 installing telephones 117 intercom 73 internal paging 91 92 internal caller ID 78 internal calls dialing 45 Internal Paging dial code 92 J jack Ethernet 59 L Label cover tabs 3105 Attendant Console 111 LabelMakers for attendant consoles 63 for telephones 63 Windows Desktop shortcut 64 labels Attendant Conso
96. oad might overwrite your saved LabelMaker To create a Windows Desktop shortcut to your saved LabelMaker right click the saved file and then click Send To Desktop create shortcut Off Site Notification When you enable off site notification the NBX Messaging system notifies you by e mail pager or telephone that you have received voice mail You can then retrieve your messages Off site notification consists of one cycle of up to five attempts to reach you one attempt for each Attempt row that you configure in the Off Site Notification screen If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions To configure off site notification for your NBX voice mailbox In NBX NetSet NBX Messaging Off Site Notification look for the System and Group columns in the upper right corner If the columns show Yes your system administrator has enabled off site notification for the NBX system and for the Class of Service group to which your telephone belongs If No ask to have these features enabled 2 Check Enabled 3 If you want to be notified only about urgent voice mail messages also check Urgent Messages Only In the first Attempt row in the Method drop down list select Pager VoiceMail or EMail The cycle of notice behaviors differs depending on the method that you specify for the first attempt See Notice Behaviors lat
97. odifying 37 private messages 39 problems with 122 replying to 33 retrieving from a remote location 31 sending 35 setting up 13 urgent messages 39 volume control buttons 3103 Managers Telephone 21 volume settings 57 feature codes 107 speaker 57 W Wait for NCP message 123 whisper 88 Windows Desktop shortcut for LabelMaker 64 Z zone paging 91
98. on your telephone display panel contact your administrator dial an external call but nothing happens You may be required to enter an account code to complete the call See Account Billing Codes in Chapter 6 124 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE INDEX A Access buttons 1105 Attendant Console 112 3103 Managers Telephone 21 3105 Attendant Console 111 account codes and billing codes 76 feature code 105 ACD 81 and the Do Not Disturb feature 69 feature code 105 administrator definition 10 agent supervisory monitoring 87 change 89 all calls forwarding 47 All Ports Busy message 122 analog telephones on an NBX system 13 announcements broadcasting 91 92 answering calls 43 applying your call permissions to another telephone 71 Attendant Console 1105 Access buttons 112 3105 Access buttons 111 creating labels 63 overview 110 Auto Attendant definition 10 automatic call distribution ACD 81 feature code 105 automatic telephone relocation 59 B barge in 88 billing and account codes 76 feature code 105 blocking internal and external ID 77 unauthorized outbound calls 70 bracket 3103 telephone support 119 branch offices calling 97 bridged extensions 99 100 broadcasting announcements 91 92 busy line call forwarding 46 buttons 1105 Attendant Console 112 3103 Managers Telephone 19 3105 Attendant Console 111 C call centers 81 call coverage point 46 call forward all c
99. one This pair of tones a sound followed by a higher sound is repeated to remind you that you have enabled one of these features Caller ID Restriction All a Do Not Disturb a Forward All Calls to Voice Mail that is to your call coverage point a Lock or Unlock Your Telephone Call Forward All a Call Forward Busy Call Forward No Answer These features are persistent that is each one remains active until you turn it off as described in Table 9 If you forget which of the persistent features you have activated on your telephone log in to NBX NetSet User Information Feature Settings See NBX NetSet Utility in Chapter 1 for information on how to log in to the NBX NetSet utility Exception If you have activated one or more persistent features and your mailbox has messages you hear the New Messages Dial Tone whenever you pick up the handset until you have deleted all messages Feature Codes with A large number of telephone features are available by pressing the 3Com Telephones Feature button on a 3Com Telephone and entering a three digit feature code These feature codes are listed in Table 9 m Because your administrator determines whether some of the features that are described in this chapter are available for your telephone or for the entire system some of these features may not be available to you 3Com Manager s Telephone Using Feature Codes 105 Most of the features that are listed in T
100. or you When you return clear the Greeting Only Mailbox check box so that callers can leave messages again m f you are a teacher you can create a new personal greeting on the school s NBX system every day to explain homework assignments Students call in to the greeting only mailbox to get the homework information but cannot leave a message for you on this mailbox m f you are the administrator you can create a greeting only mailbox and use the personal greeting to post information for employees such as a notice that the offices are closed because of bad weather When you create the personal greeting remember to tell callers that they cannot leave messages in this voice mailbox For instructions on changing 4 the personal greeting see Changing Your Name Announcement and Personal Greetings earlier in this chapter p Phantom Mailbox Group Mailbox Other Kinds of Mailboxes 41 In addition to preventing a caller from leaving a message a greeting only mailbox does not allow anyone to forward or create and send a message to it or reply to a message that was sent from its extension Avoid adding a greeting only mailbox to a personal voice mail group list A phantom mailbox does not have an actual telephone associated with it The administrator sets up a phantom mailbox Examples m f you are a sales representative who travels constantly for your organization and never comes into the office you still need a way to re
101. ou are currently logged in or out of the ACD group m State Shows whether your extension has been locked in to the ACD group If your extension has been locked into the ACD group only the administrator can log you out If your extension is not locked into the ACD group you can log yourself out You can also perform the following actions m Select All Select for an action all ACD groups of which you are a member a Log In Log in to the selected ACD group or groups a Log Out Log out from the selected ACD group or groups m Detail Opens the ACD Groups Status Details screen which provides information about a selected group Viewing ACD Group Status Details Click Detail in NBX NetSet User Information ACD Groups to show more detailed information about the agents of this ACD group Click each column heading to arrange the information in ascending or descending order m Ext Shows the extension number of each agent in the group m First Name Shows the first name of each agent m Last Name Shows the last name of each agent a Rank Shows the order in which calls are routed to agents in the group m Status Shows whether each agent is currently logged in or out of the ACD group m State Shows which agents extensions have been locked in to the ACD group Incoming calls ring to one member of the hunt group If that member s telephone is in use or if that member does not answer the c
102. phone line no one else can listen in on that same line from a different telephone If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of the instructions in this chapter 76 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM p For help on accessing NBX features from an analog telephone see the NBX Feature Codes Guide in the NBX NetSet utility For how to set up your NBX NetSet utility password the first time see Chapter 1 Listening to Your Messages in Your E mail You can listen to your voice mail from any computer that allows you to access your e mail Your e mail software application must be IMAP 4 compliant such as Microsoft Outlook See your administrator for assistance with this feature If you configure your first off site notification method to send you an e mail message when you have voice messages the NBX system sends each voice mail message as a sound file attachment to an e mail message To listen to your messages using your computer it must have a sound device such as a USB headset or a sound card with either speakers or headphones When you delete the e mail message that contains the attached voice message you are not deleting the voice message on the NBX system To delete voice messages from the NBX system you must access your voice mailbox through the telephone or the NBX NetSet utility See Off Site Notification in Chap
103. print the list You can print labels that identify the numbers and features that are assigned to Access buttons on your telephone or attendant console using the LabelMaker in the NBX NetSet utility or on the NBX Resource Pack CD To print labels for your telephone or attendant console Log in to NBX NetSet Speed Dials Choose Telephone Labels or Attendant Console Labels Save the file to your choice of location on your PC and then open the file to start the LabelMaker program Find the page in the LabelMaker that has labels for your telephone 4 Edit the label template by clicking any of the label text boxes to highlight the existing text and then typing new text 5 Press Tab to move to the next text field in the label 6 Click the Print button at the top of the LabelMaker screen to open the Print dialog Be sure to specify which page you want to print Typically the default is to print all pages 7 Click Print 8 Cut out the labels and put them in the label holders of your 3Com Telephone or your Attendant Console To save the edited LabelMaker click the Save button at the top of the LabelMaker screen Or you can dlick File Save As to save the LabelMaker to a new location 64 CHAPTER 5 PERSONALIZING YOUR TELEPHONE p To reuse your saved LabelMaker you must run the file that you saved to your computer If you download the LabelMaker from the NBX NetSet utility again you get the default version and the downl
104. pter 4 To create print and save labels for your Attendant Console see Printing Labels in Chapter 5 Opening the 3105 Attendant Console Label Cover 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 Figure 9 3105 Attendant Console Label Cover Tabs 114 CHAPTER 8 3COM 3105 AND 1105 ATTENDANT CONSOLES Complement Attendant Software The Complement Attendant Software is an optional 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 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 10 describes the main elements of the Complement Attendant Software screens Table 10 Elements of the Complement Attendant Screens Field Purpose Display Panel 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 P
105. ress the Right button corresponding to the call for the Actions menu scroll to Hold and press Select Press the New Call button OR press the Left button to choose a new line to make a new call OR if one of the Access buttons is configured to access an external line directly press that Access button When you hear the dial tone on the newly selected line dial the call To receive a call select the incoming call on the display panel with the Left button Repeat this procedure to put other calls on hold To return to any call on hold press the corresponding Left button Use the scroll buttons to locate the call if necessary Transferring a Call Announced Screened Transfer When you answer an incoming telephone call the Transfer feature allows you to send that call from your telephone to any other internal line or if your call permissions allow to an outside line To view your permissions log in to NBX NetSet User Information Call Permissions Your administrator can change your call permissions Before you complete a transfer you can announce to the recipient that you are transferring a call The recipient can then decide whether to take the call To announce a transfer While on a call press the Transfer button The system places the caller on hold and selects a new line Dial the number to which you want to transfer the call OR choose the number from the Directory or Speed Dial lists When the recipient a
106. rinting lists of 63 problems with 123 system wide speed dial numbers 61 supervisory monitoring 86 supervisor 87 130 INDEX support brackets 3103 attaching 119 3105 attaching 119 system voice mail groups 36 T tabs Complement Attendant Software CAS screens 114 telephone line on multiple telephones security 75 telephone maintenance 117 telephone number for off site notification 65 telephone support brackets 3105 119 telephone support brackets 3103 119 telephones cleaning 121 connecting 117 mounting 3105 119 mounting 3103 119 moving and swapping 121 time of day calling restrictions 70 toggle calls feature code 105 toll calls preventing others from dialing 71 tone dialing 100 tones 3Com Telephones 103 tones ringer selection 60 Transfer button 1105 Attendant Console 113 3103 Manager s Telephone 21 3105 Attendant Console 111 transferring calls 53 feature code 107 troubleshooting introduction 117 list of possible problems 121 U unauthorized use of telephone preventing 70 urgent messages 39 user configuration 25 user definition 10 V version feature code 107 voice mail accessing through e mail 40 changing your password 28 components 27 creating messages 35 forwarding 34 greeting only mailbox 40 group mailboxes 41 groups 36 indicators 30 initializing 13 listening remotely 31 listening to messages 30 maximum message length 28 password security tips 29 personal group lists creating and m
107. rnal Caller ID vary by location On certain NBX systems if your organization subscribes to Caller ID service from your local telephone company you can choose to prevent the NBX system from transmitting your Caller ID information to outside parties when you dial a call Your administrator must enable this feature called Calling Line Identity Restriction CLIR on the NBX system If this feature is enabled system wide you can choose to restrict calls m For all external outbound calls that you dial OR a For only the next single external outbound call that you dial Your administrator can configure your system so that CLIR is always active in which case you cannot change the CLIR settings on your telephone to override this option CLIR for All External Calls To enable CLIR AII for all calls from your 3Com Managers Telephone Press the Features soft button Scroll to CLIR AII Press Select The NBX system does not send caller ID information on this call or any future calls until you disable this feature To disable CLIR AII for all calls from your 3Com Managers Telephone Press the Features soft button Scroll to CLIR All Press Select A W N Call Pickup 79 You can also use the Feature 889 to turn CLIR All on and off To view your current CLIR All setting log in to NBX NetSet gt User Information Feature Settings CLIR for Next External Call Only To enable CLIR for only the next call from your 3Com Manag
108. rovides the extension number and name of the person selected in the directory Clear Button Cancels previous criteria Extension Tab Sorts the data in the directory by listing the extension numbers in ascending order First Tab Sorts the list of users in alphabetical order by first name Last Tab Sorts the list of users in alphabetical order by last name Department Tab Sorts the directory by the user department Hidden Tab Hides entries in the NBX directory that you do not want to appear on other tabs such as conference room phones Quick Tab Provides access to frequently used entries in the directory Managing Calls Complement Attendant Software 115 Table 11 describes Complement Attendant Software buttons and the keyboard shortcuts to functions on the Action menu Table 11 Attendant Software Buttons and Keyboard Shortcuts Keyboard Button Purpose Shortcut Answer Answers an incoming call Alt A Dial Dials a selected number to place an outgoing call Alt D Park Places a call in a holding pattern so that it can Alt K be retrieved from another telephone on the system UnPark Releases a caller from a holding pattern Alt U Release Terminates a call Alt R Hold Places a caller on hold Alt H UnHold Removes a caller from being on hold and returns AIt N to the call Transfer Forwards a call to another telephone Alt T Complete Transfer Completes t
109. s conflicts between the remote extension number and a duplicated extension number at the local site Chicago Bridged Extensions 99 Figure 6 Using Site Codes to Dial Remote Offices NBX System in Chicago Extensions 1000 3999 Site Code 61 Wide Area Network WAN NBX System in Atlanta Extensions 1000 3999 Site Code 62 NBX System in Dallas Extensions 1000 3999 Site Code 63 Bridged Extensions With a bridged extension buttons and status lights on one telephone are associated with buttons and status lights on another telephone On the primary telephone you can perform all operations such as dialing telephone calls placing calls on hold forwarding calls and so on On the secondary telephone you can answer calls that are made to the primary telephone 5 extension but you cannot make calls using the buttons that are associated with the primary telephone The administrator can create bridged extensions on Any 3Com Manager s Telephone Any 3Com Business Telephone A 3Com 2101 Basic Telephone if a 3Com Attendant Console is associated with it The administrator creates the bridged extension on the Attendant Console 100 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM p Example If an assistant s job is to answer a manager s telephone calls the administrator can map the manager s extension on the assistant s telephone The managers telephone is the primary telephone and the assistant s telephone is the se
110. s in order for transfers to external phone numbers to complete successfully If you or the administrator do not configure operator destinations the system directs an operator bound caller to extension 507 Viewing Your Operator Permissions To find out if you have permission to configure operators Log on to NetSet gt User Information gt Call Permissions Your current permissions to configure the System Operator and the Personal Operator appear in the User Information window Configuring the Operator Destinations To configure your own destinations for System and Personal Operator Log on to NetSet gt NBX Messaging gt Personal Operators The current System Operator and Personal Operator extensions and access digits appear If the administrator has given you the appropriate configuration permissions the extensions appear in editable text boxes Edit the destinations to include the appropriate extensions The operator destination text string cannot exceed 16 characters Click Apply to make the changes and keep this screen open or click OK to make the changes and close the screen If you clear an operator destination using the Clear check box calls directed to that operator are directed instead to the default system operator extension 501 Using Message Waiting Indicator to Telephone 95 Using Message Waiting Indicator to Telephone Sending an MWI Message A W N Retrieving an MWI Message p The Message W
111. s the Exit soft button Dialing a Call An Internal Call An External Call 1 1 This section describes standard dialing features For information on dialing from an analog telephone see the NBX Feature Codes Guide in the NBX NetSet utility To dial an internal call Pick up the handset Or on 3Com Managers Telephones you can press the Speaker button Or you can press the New Call button Or if no call is associated with one of the Left buttons you can press it for a new line You hear the dial tone Dial the person s 3 digit or 4 digit extension Or use the display panel to find and dial the name of the person whom you want to call in the user directory call logs or a speed dial list When you are finished hang up the handset If you pressed the Speaker button press it again to end the call Or you can press the Release button For details about placing calls to remote or branch offices see Dialing a Call to a Remote Office in Chapter 6 To dial an external call Pick up the handset Or on 3Com Manager s Telephones you can press the Speaker button Or you can press the New Call button Or if no call is associated with one of the Left buttons you can press it for a new line You hear the dial tone If necessary dial 9 8 or whatever to access an external line If one of the Access buttons is configured to access an external line directly you can press that button Dial the number Or use the display pane
112. sible Problem Suggested Solutions My telephone is not forwarding my incoming calls to my voice mailbox In NBX NetSet gt User Information gt Call Forward Default verify that you have selected Forward to Voice Mail as your call coverage point For details see Forwarding Incoming Calls in Chapter 4 added a One Touch speed dial but the telephone does not dial that number Use only numeric characters in your Speed Dial setup For details see Special Case One Touch Speed Dials in Chapter 5 try to pick up a call ringing on another telephone using Directed Call Pickup but it fails The telephone that you are using to pick up the call may not be in the same group as the telephone that is ringing and the telephone group to which the ringing telephone belongs does not allow nonmember pickup See Call Pickup in Chapter 6 My telephone keeps ringing after pick up the handset m 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 wm 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
113. source Pack CD contains many guides to the NBX products and their related 3Com applications When you log in to the NBX NetSet utility as a user you can view the PDF versions of the NBX Telephone Guides and NBX Feature Codes Guide by Clicking the icons at the bottom of the screen You can view the Quick Reference Guide for your telephone by clicking the Telephone Quick Reference button The NBX NetSet utility also includes a searchable Help system with Help buttons on each screen An administrator who logs in can also see the NBX Installation Guide and the NBX Administrator s Guide 12 ABOUT THIS GUIDE Comments on the Documentation p Your suggestions are important to us They help us to make the NBX documentation more useful to you Please send your e mail comments about this guide or any of the 3Com NBX documentation and Help systems to Voice TechComm Comments 3com com Include the following information with your comments Document title m Document part number found on the front or back page m Page number As always please address all questions regarding the NBX hardware and software to your 3Com NBX Voice Authorized Partner GETTING STARTED As soon as you are given a telephone and extension number you need to set up a password and record your name announcement and personal greeting This chapter covers these topics m Setting Up Your Password and Voice Mail for the First Time m NBX NetSet Utili
114. ss the Delete soft button 3 The display panel asks you to confirm the delete of the whole MWI list Press the Yes soft button To delete a single MWI message Press the MWI Retrieve access button The display panel shows how many MWI messages are on your list Scroll down the display panel to see the MWI message you want to delete Press the Delete soft button The display panel asks you to confirm the delete of the entry Press the Yes soft button Cancelling an MWI Message A W N Dialing a Call to a Remote Office 97 After you have sent an MWI message you can cancel it and remove it from the list on the target telephone If it is the only unattended MWI message on the target telephone cancelling it turns off the MWI light You can cancel an MWI message only from the same extension from which you sent the MWI message To cancel an MWI message using a 3Com Managers Telephone Press the Features soft button Scroll to MWI to Phone Cancel Press the Select button Dial the extension to which you sent the MWI message that you want to cancel and press You can also press the Access Button if one is configured for MWI Cancel or use Feature 413 Dialing a Call to a Remote Office Using Unique Extensions 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 NBX system Typical configurations
115. t messages are heard first Follow the steps in Replying to a Message Forwarding a Message or Creating and Sending a Message earlier in this chapter In step 4 of those instructions press 9 40 CHAPTER 3 NBX MESSAGING 3 4 To mark the message Urgent press 1 To mark the message Private press 2 To send the marked message press 1 or listen to the prompts for other choices Other Ways to Manage Your Voice Mail Messages You can listen to and in some configurations delete your voice messages from within an e mail application or a messaging application using your Internet browser For details see Listening to Your Messages in Your E mail in Chapter 6 Other Kinds of Mailboxes Greeting Only Mailbox gt The NBX system allows you for the greeting only mailbox or the administrator for phantom or group mailboxes to set up mailboxes for special situations as described in this section When you designate your mailbox as a greeting only mailbox callers hear your personal greeting but they cannot leave a voice mail message To change your voice mailbox to a greeting only mailbox select NBX NetSet gt NBX Messaging gt Greeting Only Mailbox Examples m When you take an extended leave of absence you can create a personal greeting with your scheduled date of return and whom to call during your absence Callers can be transferred but are unable to leave voice messages f
116. tact 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 the 3Com logo and NBX are registered trademarks of 3Com Corporation NBX NetSet and pcXset are trademarks of 3Com Corporation Other brand and product names may be registered trademarks or trademarks of their respective holders CONTENTS ABOUT THIS GUIDE How to Use This Guide 10 Conventions 10 Documentation 11 Comments on the Documentation 12
117. ter 5 for a discussion of off site notification behavior Account Billing Codes Account Codes allow your administrator to track calls that are associated with an individual client or account When you dial a call or when you answer your telephone you dial a numeric account code that allows the NBX system to track time spent on the telephone with a client perhaps to be associated with a billable account You may be forced to enter an account code for outgoing external calls See NetSet gt Personal Settings gt User Information gt Call Permissions to see if you are forced to enter an account code See NetSet gt Personal Settings gt Account Codes for a list of public account codes Caller ID Caller ID 77 To enter an account code for an outgoing external call Dial the phone number If an account code is required on a 3Com Entry Telephone or analog telephone you hear silence as the system waits for the required account code If an account code is required on a 3Com Business Basic or Manager s Telephone the display panel prompts you for the required account code 2 Press the key 3 Dial the account code that has been assigned by your administrator and then press the key The NBX system records the account code and completes the call m The account name if known displays If the account code is incorrect you are prompted to enter it again m On a 3Com Entry Telephone or analog telephone if the acco
118. ternal paging feature the external paging feature or both to announce the call The recipient can retrieve the call from any 3Com Telephone or analog telephone by dialing the Call Park extension that you give during your announcement This feature is useful in any of these circumstances m Therecipient is elsewhere in the building m You want to continue a call on another telephone for instance in a conference room for privacy 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 anyone can use to retrieve it Table 7 lists the default Call Park extension numbers Ask your administrator to verify the Call Park extensions for your location Table 7 Default Call Park Extension Numbers System Default Extension Numbers 4 digit dial plan 6000 6099 3 digit dial plan 601 609 If the call is not answered within 5 minutes default after it is parked it rings again at the original telephone Your administrator can modify the length of this waiting period To park a call using a 3Com Managers Telephone 1 While you are on a call press the Right soft button for the call for the Actions menu 2 Scroll to Call Park 3 Press Select 4 Dial the park extension and press Paging 91 You can also park call by using Feature Code 444 or pressing an Access button assigned to Call Park To notify another user about the parked call a From 3Co
119. the mailbox 2 Atthe prompt dial your password and press 4t 3 See Table 6 for the buttons that you use to manage your messages Listening from Any Internal 3Com Telephone A W N Listening from an External Location To listen to your messages from any 3Com Telephone other than your own within your NBX system Pick up the handset and press the Message button Press and dial your extension You hear your name announcement Dial your password and press See Table 6 for the buttons that you use to manage your messages To listen to your messages from an external telephone If you can dial your telephone extension directly Press during your personal greeting At the prompts enter your extension and password and press 32 CHAPTER 3 NBX MESSAGING m If you call the main telephone number of your organization and The Automated Attendant answers Press during your personal greeting At the prompts enter your extension and password and press The receptionist answers Ask to be transferred to your voice mail Press during your personal greeting At the prompts enter your extension and password and press 4t Managing Your Use these buttons to manage your messages Messages Table 6 Managing Messages Play or repeat a message Save the message Delete the message from your mailbox You cannot retrieve a message after you delete it Reply to the message See Replying to a
120. the CO to put the existing call on hold and toggle to the call that is waiting To return to the first call repeat F 260 Forward All Calls to Voice Mail On Off F 440 Other Ways to Manage Your Voice Mail Messages in Chapter 3 Hands Free On Off F 100 Set your phone so that internal calls automatically come through your speaker You answer directly without lifting the handset Incoming calls connect with no ring and the caller can immediately hear you Hold F 402 Putting a Call on Hold in Chapter 4 Lock Your Telephone F 432 password Preventing Unauthorized Use of Your On Off Telephone in Chapter 5 Message Waiting Indicator F 412 Using Message Waiting Indicator to to Phone Send Telephone in Chapter 6 Message Waiting Indicator F 413 Using Message Waiting Indicator to to Phone Cancel Telephone in Chapter 6 Message Waiting Indicator F 414 Using Message Waiting Indicator to to Phone Retrieve Telephone in Chapter 6 Table 9 NBX Feature Codes continued Feature Feature Code Using Feature Codes 107 See Monitor Whisper Barge In F 4 425 Supervisory Monitoring in Chapter 6 Password Set Initially F 434 new password repeat your new password Setting Up Your Password and Voice Mail for the First Time in Chapter 1 Password
121. the NBX NetSet utility as the command to switch to DTMF mode You can also include the digits that you want the system to dial after it switches to DTMF The system dials any digits after the using DTMF tones When you hang up the port that you were using on the Analog Line Card reverts to pulse dialing mode For additional information about programming speed dials see Personal Speed Dials in Chapter 5 102 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM Additional Applications These software applications are available on the NBX Resource Pack CD NBX Call Reports NBX TAPI Service Provider NBXTSP NBX Desktop Call Assistant Complement Attendant Software Palm Dialer pcXset Soft Telephone NBX Media Driver Applications with a have been tested with Windows XP Home Edition and Windows XP Professional Edition FEATURE CODES This chapter describes how to use feature codes with the 3Com amp Telephones It covers these topics NBX Tones m Feature Codes with 3Com Telephones m Using Feature Codes For help on accessing NBX features from an analog telephone see the NBX Feature Codes Guide in the NBX NetSet utility NBX Tones As you use your 3Com Telephone to receive voice mail and use the feature codes on the NBX system you hear these tones Dial Tone When you lift the receiver to place a call or begin using one of the features you hear the normal Dial Tone except for the circumst
122. thin the site The call center can be used for example as a help desk a reservations counter an information hotline or a customer service center If you do not answer calls that come in to your telephone m Through your extension go to the call coverage point that you have set up m Through an automatic call distribution group hunt group or calling group follow the call coverage path set up by the administrator for that group Automatic Call Distribution ACD distributes calls to agents and queues the calls that have not been answered before a predetermined time expires The ACD also manages prerecorded announcements to callers manages individual ACD agents and groups of agents and provides database reports on both calls and agents Calls coming into ACD are distributed according to rules configured by the administrator An agent becomes available to receive ACD calls by logging in to the ACD group To log in to an ACD group using your 3Com Manager s Telephone Press the Features soft button Scroll to ACD Login Enabled Press Select Dial the ACD group number Dial the ACD group password and press 82 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM Uu fF WN To log out of an ACD group using your 3Com Manager s Telephone Press the Features soft button Scroll to ACD Login Enabled Press Select Dial the ACD group number Dial the ACD group password and press Your administrator can configure an
123. 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 m If the handset is off hook press the System Appearance button beside the flashing light a On a 3Com Business Telephone or 3Com Managers Telephone press the Release button depress the hook switch or hang up the handset Returning to the Headset After a Long Delay Using Hands Free Active on Intercom 73 Certain brands of headsets enter a power saving mode that prevents the telephone from ringing for one or more calls when both of these circumstances are true 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 instance 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 for instance overnight 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 Put on the headset On the amplifier set the headset button to On Using Hands Free Active on Intercom
124. trieve Your administrator can also configure additional buttons for MWI To Ph Send and MWI Cancel An analog telephone cannot receive an MWI message 96 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM Deleting MWI Messages When the light is lit on your telephone you can press the MWI Retrieve button scroll through your display panel to see the caller ID and return the call When you press the MWI Retrieve button you turn off the MWI light You may still have one or more calls in a list to return To retrieve an MWI number Pick up the handset and press the MWI Retrieve access button The display panel shows the total number of MWI messages and the number of new MWI messages on your list Scroll down the display panel to see the extension for the most recent MWI sender The most recent call is at the top of the list Press the Call soft button to call the sender You can also retrieve an MWI message with Feature 414 Press the MWI Retrieve button to turn off the MWI light until you receive another MWI message It does not delete the MWI message Messages remain in your list until you explicitly delete them or until the NBX system is rebooted Your telephone can store a maximum of 30 MWI messages When it is full it will reject new messages so be sure to delete unneeded messages To delete all MWI messages Press the MWI Retrieve access button The display panel shows how many MWI messages are on your list 2 Pre
125. ty m Quick Reference Guides For how to access NBX features from an analog telephone set your password as described next and then see the NBX Feature Codes Guide in the NBX NetSet utility Setting Up Your Password and Voice Mail for the First Time p The procedure by which you set up your password and voice mailbox for the first time depends on m The kind of telephone that you have m The kind of voice messaging system on your NBX system Ask your administrator what kind of voice messaging is active on your system Table 4 describes how to set up your first password For details on tones and feature codes see Chapter 7 For details on tones and feature codes on analog telephones see the NBX Feature Codes Guide in the NBX NetSet utility 14 CHAPTER 1 GETTING STARTED Table 4 Setting Your NBX NetSet Utility and NBX Messaging Password Feature 3Com Phones Analog Telephones Password Set Initially If your system uses NBX Message button and 500 and follow the Messaging follow the NBX voice follow the voice prompts voice prompts prompts to set your NBX password which is the same for the NBX NetSet utility and voice messaging OR use the NBX NetSet utility described next OR for systems that do OR for systems that do not use NBX Messaging not use NBX Messaging If your system uses a voice n Feature messaging application other than 434 Feature Entry Tone NBX Messaging use this code y new
126. unt code is incorrect you may have to dial the phone number press dial the correct account code and press again To enter an account code at any time before or during an incoming or outgoing call on a 3Com Managers Telephone Press the Features soft button or on a connected call press the Right soft button for the call 2 Scroll to Account Code 3 Press Select Dial the account code that has been assigned by your administrator and then press the key The NBX system records the account code and applies it to m he next call if you activate the Account Codes feature before a call arrives at your telephone m The current call if you activate the Account Codes feature during a call Your administrator can set up your NBX system to allow for Internal and External Caller ID or can configure the system so that you can block your identity telephone number from anyone you call 78 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM Internal and External Caller ID Calling Line Identity Restriction CLIR N N By default the NBX system shows the extension and name of any internal caller on the display panel of your 3Com Telephone External Caller ID provides the same information for external incoming calls if your organization subscribes to the service from your local telephone company and if the caller has not blocked the information from being sent to the NBX system Availability and service charges for Exte
127. you can dial the call in the same way that you do from your own 3Com Telephone You can also use the Feature Code 433 to turn Class of Service Override on 72 CHAPTER 5 PERSONALIZING YOUR TELEPHONE gt When you use Class of Service CoS Override any reports that are generated on the NBX system indicate that the CoS features of your own 3Com Telephone were applied temporarily to the telephone on which you made the call Using a Headset With the 3Com Manager s Telephone and 3Com 3102 Business Telephone You can use a headset that has a microphone with any telephone on an NBX system m For how to connect and use a headset with the 3Com Manager s Telephone and 3102 Business Telephone read the next section The 3Com Managers Telephone and 3Com 3102 Business Telephone have a headset jack located on the underside of the telephone on the left side To prepare the headset for all calls on the 3Com Manager s Telephone and 3102 Business Telephone Plug the headset connector into the headset jack on the underside of the telephone See Figure 10 in Appendix A for the location of the jack Press the Headset button By default on the 3Com Managers Telephone this is the top Access button Verify that the indicator light beside the Headset button turns 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
128. you select No action call forwarding follows the specifications of the Call Forward Default page 3 Click Apply and then click OK Call Forward Five features can interact to affect call forwarding Forward to Mail Call Precedence Forward No Answer Call Forward Busy Call Forward All and Do Not Disturb If they are enabled at the same time the NBX system determines precedence which call forwarding path is in effect according to the following rules m f Call Forward All is enabled all calls are immediately forwarded to the Call Forward All destination All other feature settings are ignored 52 CHAPTER 4 STANDARD FEATURES m f Do Not Disturb is enabled and Call Forward All is not enabled all calls are immediately forwarded to the Call Forward Default destination All other feature settings are ignored m f Call Forward Busy is enabled and Call Forward All and Do Not Disturb are not enabled all calls received when this extension is busy are immediately forwarded to the Call Forward Busy destination All other feature settings are ignored m f Call Forward No Answer is enabled and Call Forward All and Do Not Disturb are not enabled all calls received when this extension is not busy are forwarded to the Call Forward No Answer destination after the specified number of rings All other feature settings are ignored m If Forward to Mail is enabled and Call Forward All Do Not Disturb Call Forward No Answer and Call Forward Busy

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