Home

3Com 900-0208 Telephone User Manual

1. 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 13 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 13 Possible Problems Possible Problem Suggested Solutions My telephone has no dial tone and the display panel is blank Verify that the power cord is fully inserted in the correct connector on the underside of the telephone Use the strain relief tab to prevent the cord from becoming unplugged Verify that the Ethernet cables are connected and that each cable is in the proper connection Remove and add power to the telephone by unplugging the power cord at the electric outlet and plugging it back in If the telephone is powered through a powered Ethernet cable make sure that power is applied to the cable at its source My telephone has locked up Your telephone has lost the connection to the system Remove the Ethernet cord from the jack and then re insert it into the jack Wait a few seconds If the telephone display panel still appears to be locked disconnect the electrical power for your telephone and then plug
2. Transferring a Call to Another User s Voice Mail You can transfer a connected call directly to another subscriber s voice mail rather than that subscriber s phone extension The subscriber can be located locally or at a remote site To transfer a call to another subscriber s voice mail While on a call press Feature 441 The Display Panel shows the following prompt Transfer VMail Number Enter the extension of the subscriber whose mailbox will receive the call and press The caller hears the mailbox greeting of the target subscriber but the subscriber s phone does not ring Alternatively you can use the following procedure While on a call press Transfer Enter the transfer to another subscriber s voice mail feature code in the following format 441 lt extension gt For lt extension gt you can either enter the phone extension of the recipient press a speed dial button mapped to that extension or press a bridge line button Basic phones do not support bridging mapped to that extension Press the Transfer button again then hang up For example extension 1001 calls extension 1000 Extension 1000 wants to transfer the call to the voice mailbox of extension 1002 In this case extension 1000 performs the following steps Presses Transfer Enters 441 1002 Presses Transfer Call Waiting 79 Hangs up Extension 1001 now hears the voice mailbox greeting for extension 1002 but extension 1002 does ring
3. On a telephone with a Program button you can transfer a call directly to another subscriber s voice mail by using the following procedure 1 While on a call press Program 2 Press 4 to access the Call Features menu 3 Press 9 to select Transfer to VMail The Display Panel shows the following prompt Transfer VMail Number Enter the extension of the subscriber whose mailbox will receive the call and press Call Waiting Speed Dialing The Call Waiting feature provides a beep on your current call to let you know that another call has arrived on another access line When you hear the beep press the Hold button to put the current call on hold 2 Press the Access button for the incoming call 3 To toggle between the two calls put the current call on hold and then press the Access button for the call you want This section describes the following types of speed dialing a One Touch Speed Dials With this type of speed dialing a telephone number internal or external is mapped to a dedicated Access button on your phone Pressing the button dials the call a Personal Speed Dials With this type of speed dialing you map a number internal or external to a feature code value To use a personal speed dial you press the Feature button and enter the appropriate feature code Feature code 601 plus 1 through 9 inclusive are available which allows you to create up to 9 personal speed dials Personal spee
4. USING THE VCX USER INTERFACE Accessing the VCX User Interface 102 VCX User Interface Overview 102 Enabling Call Forwarding 105 Configuring a Call Coverage Point 107 Assigning Access Button Functions Using the VCX User Interface 108 Enabling Bridged Extensions 108 Bridged Line Interaction with Other Features 111 Do Not Disturb and Bridged Line Calls 111 Hands Free and Bridged Line Calls 113 Call Forward Forward to Voice Mail and Bridged Line Calls 113 Call Transfer Call Conferencing and Bridged Line Calls 114 Call Park and Bridged Line Calls 114 Call Pickup and Bridged Line Calls 115 Attendant Console and Bridged Line Calls 115 Hunt Groups and Bridged Line Calls 115 Message Waiting Indication and Bridged Line Calls 115 Personal Speed Dial Access Buttons 116 Logging Out 116 TELEPHONE INSTALLATION AND MAINTENANCE Connecting the Telephone 118 Installing the 3102 Telephone Label Plate 120 Attaching and Adjusting the Articulating Support Bracket 120 Attaching and Adjusting the Fixed Support Bracket 122 Low Profile and High Profile Positions 122 Wall Mount Position 123 Security Wall Mount Bracket 124 Opening the 3105 Attendant Console Label Cover 125 Moving Your Telephone 125 Swapping Telephones 125 Cleaning Your Telephone 126 Troubleshooting Problems 126 INDEX gt ABOUT THIS GUIDE This guide describes how to set up and use 3Com VCX telephones and consoles This guide is for users of the following VCX hard
5. CHAPTER 6 FEATURE CODES Table 11 VCX Feature Codes Alphabetical by Feature or Task continued Feature Feature Code Entry Description Remote Call Forward Feature 468 then lt extension to forward gt then lt destination gt Or 468 lt extension to forward gt lt destination gt See Remote Call Forward Retrieve Voice Mail Feature 600 Or 600 The first entry simulates pressing the MSG button The second entry allows you to leave a message in another mailbox or access your own mailbox Follow the prompts Scrol Down Button Feature 109 Simulates pressing the scroll Down button to navigate through items in the Display Panel Scrol Up Button Feature 108 Simulates pressing the scroll Up button to navigate through items in the Display Panel Seria Transfer Feature 471 Transferred call returns to attendant at the end of the call See Serial Transfer Silent Monitor Feature 425 See Silent Monitor and Barge In Silent Monitor Block Feature 429 Allows an agent to make a private call by blocking an attempt to monitor the agent phone See Silent Monitor and Barge In Soft Button 1 Feature 105 Simulates pressing the Slct Select button to select an item in the Display Panel Soft Button 2 Feature 106 Simulates pressing the Back button Action depends on contents of the Display Panel
6. Local Phone Number Enter your extension and press If the Display Panel shows a previously assigned number that you want to replace press the middle soft button under the Display Panel to move the cursor back one space Repeat as necessary and then enter your extension and press The Display Panel shows Enter Password Enter your password and press Alternatively to set a password locally you can use the Password Stored Locally feature code 434 then enter the password You can use this method in place of step 1 above See Chapter 6 for information on feature codes You can change your password through the VCX User Interface see Chapter 8 This changes your password on the VCX call processor However your password is also stored locally on your telephone Changing your password through the VCX User Interface does not change the password stored on the phone You must use the Telephone User Interface TUI and change the local password to match the password stored on the call processor by following these steps Press Program 5 5 For phones without a Program button press Feature 410 5 5 The Display Panel shows Enter Password Enter your new password and press The VCX call processor periodically communicates with each VCX telephone If you change your password through the VCX User Interface but do not change it through the TUI the VCX call processor detects a password mismatch and logs you out If this ha
7. Dialing a New Call While ona Call 58 Answering a New Call While ona Call 58 Transferring a Call 59 Unattended Transfer 59 Attended Transfer 59 Serial Transfer 60 Mapped Button Method 60 Serial Transfer Feature Code Method 60 Muting Calls 61 Mute Ringer 61 Activating Do Not Disturb 61 FEATURE CODES Feature Code Overview 64 Using Feature Codes 64 Feature Codes 65 STANDARD FEATURES Viewing the Call Logs 72 Viewing the User Directory 72 Controlling Caller ID 73 Setting up a Conference Call 74 Unannounced Conference 75 Announced Conference 75 Camping on a Busy Extension 75 Transferring Your Phone Settings to Another Phone 76 Forwarding Calls to Voice Mail 77 Transferring a Call to Another User s Voice Mail 78 Call Waiting 79 Speed Dialing 79 Configuring Personal Speed Dial Numbers 80 Editing Personal Speed Dial Numbers 82 Dialing Personal Speed Dial Numbers 82 Dialing System Speed Dial Numbers 83 Call Forwarding 83 Call Forward Ring No Answer 84 Call Forward Busy Line 85 Call Forward Universal 85 Call Park 85 Paging 87 Paging a Group 87 Call Pickup 88 Directed Call Pickup 88 Group Call Pickup 89 Call Pickup Interaction With Other Features 89 Silent Monitor and Barge In 90 Monitoring a Call 91 Barging In 92 Blocking Call Monitoring 92 Remote Call Forward 93 Hunt Groups 94 Hunt Group Types 96 Logging Into a Hunt Group 98 Hunt Group Interaction With Other Features 99 Viewing Hunt Group Membership and Status 100
8. Either moves the cursor left one position or sorts listed items Soft Button 3 Feature 107 Simulates pressing the Exit button to exit the current function in the Display Panel Speaker On Off Feature 104 Speak and listen without picking up the handset Not available on Model 2101 or Model 3101 Telephones Speed Dial Display Feature 464 Lists the configured speed dial numbers in the Display Panel Feature Codes 69 Table 11 VCX Feature Codes Alphabetical by Feature or Task continued Feature Feature Code Entry Description Speed Dial Personal Feature 601 n Or 601 n where n is the speed dial digit 1 through 9 associated with the number you want to dial Allows you to dial a personal speed dial number To configure personal speed dialing see Speed Dialing Speed Dial System Feature 700 speed dial number Or 700 n where n is the speed dial number associated with the number you want to dial Allows you to dial a system speed dial number To configure personal speed dialing see Speed Dialing Transfer Feature 420 then lt destination gt hang up This is an unattended transfer For an attended transfer see Transferring a Call Transfer to Voice Mail Enable Disable Feature 440 When enabled transfers all calls to the voice mail See Forwarding Calls to Voice Or Mail 440 Transfer to Another
9. available through the 3Com web site enables you to define and print a new label for your Access buttons See Printing Labels Telephone key pad Hold button Places a caller on hold See Putting a Call on Hold Transfer button Sends the currently active call to another telephone See Transferring a Call Conference button Establishes a single call with up to three internal parties external parties or a combination of both See Setting up a Conference Call Redial button Redials the last telephone number or extension that you called See Making a Call to a Remote Office Speaker button Enables you to use the speaker phone feature Press the Speaker button before you dial the call when your telephone is ringing or while a call is in progress To turn the speaker phone off and resume the conversation pick up the handset FWD MAIL button Directs all incoming calls after one ring to your call coverage point by default voice mail See Configuring a Call Access Buttons 16 17 18 19 20 21 22 Access Buttons 31 Coverage Point The light next to the FWD MAIL button remains red as long as this option is enabled MSG Message button and Message Waiting Light Press this button to access your messages through the voice mail system refer to the P Messaging Module User Guide for information on messaging The light next to the MWI light remains red as long as there is at least one
10. move the mouse pointer over the horizontal bar The pointer changes to a double ended arrow Press the left mouse button and drag the bar up or down the screen When you answer a call using the Complement Attendant Software you can select a user from the directory and transfer the call to that user Table 9 describes the main elements of the Call List and Directory List areas Table 9 Elements of the Complement Attendant Software Screens Field Purpose Call List Displays Caller ID information name and extension number the status of a call and the duration of the call The number of calls displayed depends on the number of access lines that you have specified in your general settings Find Phone Display Provides the extension number and name of the person selected in the directory Clear Button Cancels previous criteria 44 CHAPTER 4 VCX ATTENDANT CONSOLES MODEL 3105 AND COMPLEMENT ATTENDANT Table 9 Elements of the Complement Attendant Software Screens continued Field Purpose Main Directory tab Displays all the entries in the Directory List 1 Extension Status Sorts the data in the directory by extension status Extension Sorts the data in the directory by listing the extension numbers in ascending order First Name Sorts the list of users in alphabetical order by first name Last Name Sorts the list of users in alphabetical order by last name Department Sorts the direc
11. unattended 59 troubleshooting list of possible problems 126 U user directory through the VCX User Interface 103 user directory global viewing 72 user directory local 132 INDEX viewing 72 V VCX 2102 Business Telephone see 2102 Business Telephone VCX 3102 Business Telephones see 3102 Business Telephone VCX 3105 Attendant Console see 3105 Attendant Console VCX Complement Attendant Software see Complement Attendant Software VCX User Interface accessing 102 logging out 116 set up selective ringing 105 setting ring patterns 103 setting the time zone 104 viewing call history 103 viewing phone registrations 104 viewing the user directory 103 voice mail problems with 126 volume controlling 55 W Wait for NCP message 127 wall mount bracket 123 Z zone paging 87
12. 3 FWD MAIL button Directs all incoming calls to your call coverage point by default voice mail See Configuring a Call Coverage Point 4 Display Panel Displays telephone status messages Caller ID information if enabled and the number of new messages voice e mail and fax that you have in your mailbox see Using the Telephone Display Panel for more information on how message status determines the message list Buttons and Controls 19 You can also use the Display Panel to view or enable features available through the Main menu You can access the Main menu by pressing the Program button see number 8 below The following features are available a User Directory Displays a directory of the people in your organization See Viewing the User Directory a Call History Displays logs of your recent missed answered and dialed calls See Viewing the Call Logs a Speed Dial Displays configured speed dial numbers See Speed Dialing a Call Features Displays the following list of telephone features note that some features may not be enabled by your administrator Silent Monitor When enabled by your administrator allows you to monitor another user s phone calls See Silent Monitor and Barge In FWD Universal Allows you redirect incoming calls to another destination unconditionally See Call Forwarding FWD Busy Allows you redirect incoming calls to another destination when you
13. Barging In Barge In allows a supervisor to speak to the agent and customer during a monitored call While you are silently monitoring a call your phone shows Barge In in the lower right corner of the Display Panel If you barge in to the call the display changes to silent You can use Soft button 3 the button just below Barge In or Silent to toggle between silent monitor mode and barge in mode Alternatively to barge in when you are monitoring a call press Feature 428 To return to silent monitor mode press Feature 425 To terminate participation in a barged in call hang up This has no effect on agent customer communication the agent customer session remains active An agent can prevent a supervisor from monitoring an outgoing call This allows the agent to make private call Monitor blocking can be enabled for one call at a time That is an agent cannot enable the monitor blocking feature for all subsequent calls Furthermore this feature works for outgoing calls only the agent cannot block monitoring for an incoming call Note the following blocking considerations for call monitoring a Blocking can be invoked before dialing a call or during a call m The monitor blocking feature can be mapped to a button a After invoking monitor blocking for a call monitoring is blocked for the duration of that call If the call is disconnected during transfer or a call park for example blocking is disabled and the call can be
14. Group Membership and Status Hunt Group Interaction With Other Features Hunt Groups 99 This section describes how participation in a hunt group interacts with other VCX phone features Note the following considerations A hunt group call can be added to a conference The member receiving the call can conference with another extension or with another hunt group Both announced and unannounced conferences are supported see Setting up a Conference Call a A hunt group call can be put on hold and taken off hold without losing the caller Ifa hunt group member puts a call on hold that member can receive other calls a A hunt group caller on hold will hear hunt group Music On Hold a A hunt group call can be parked and then picked up by any user on the same site m If the VCX phone has Hands Free enabled an incoming call to a hunt group will not be picked up automatically a A hunt group member s personal phone settings for example Call Forward Call Coverage point and Do Not Disturb are not invoked on Hunt Group calls a An external call to a private user Someone not in the hunt group can be transferred to a hunt group a Both attended and unattended call transfers are allowed for calls to a hunt group or from a hunt group a After reaching an Auto Attendant a caller can enter a hunt group extension and be transferred to a Hunt Group a Internal and external callers that are forwarded to voice mail can
15. Hunt Group s extension a Bridge line connected calls can be monitored by selecting the extension of the connected party primary or secondary depending on who is connected Silent Monitor allows a supervisor to listen to calls that come in to an agent s extension The supervisor must be granted explicit permission by the VCX administrator to monitor one or more extensions If you have been granted monitoring privileges your administrator will give you a list of the extensions you can monitor To monitor a call on an agent s extension by entering a feature code Pick up the handset 2 Press Feature 425 3 Enter the extension of the agent you want to monitor and press Alternatively you can combine steps 2 and 3 by using the following single command after picking up the handset 425 lt extension gt For lt extension gt you can either enter the phone extension of the agent press a speed dial button mapped to that extension or press a bridge line button Basic phones do not support bridging mapped to that extension You can also monitor a call by pressing Program 4 1 followed by the extension to be monitored then press 92 CHAPTER 7 STANDARD FEATURES Barging In Blocking Call Monitoring To terminate participation in a monitored call hang up This has no effect on agent customer communication the agent customer session remains active If you want to join a monitored call see the following section
16. User s Feature 441 then lt destination gt See Transferring a Call to Another User s Voice Mail Or Voice Mail Transfer then 441 lt destination gt then Transfer User Directory Feature 461 Lists the users in the local user directory or if enabled the users in the global user directory See Viewing the User Directory View Personal Speed Dials Feature 463 Displays the personal speed dial numbers View System Speed Dials Feature 464 Displays the system speed dial numbers 70 CHAPTER 6 FEATURE CODES Table 11 VCX Feature Codes Alphabetical by Feature or Task continued Feature Feature Code Entry Description Volume Up or Down Feature 102 to raise the volume Adjusts the volume setting for the or current mode Feature 103 to lower the volume If the handset is in the cradle and the speaker is disabled adjusts the ring volume setting m f the speaker is enabled adjusts the speaker volume setting m If the handset is not in the cradle and the speaker is disabled adjusts the handset volume setting See Controlling the Volume STANDARD FEATURES This chapter describes the standard VCX telephone features that you can set up and access through the Telephone User Interface TUI on your telephone Chapter 8 describes the telephone features that require configuration through the VCX User Interface This chapter contains the following topics a Viewing the Call Logs a
17. a Call Coverage Point a f the called party s default call coverage point is No Coverage the call is returned to rings back at your extension If you are unavailable the call is forwarded to your call coverage point In an attended transfer you announce the call to the recipient You can either use the Transfer button or the transfer feature code To announce a transfer While on a call press Transfer The call is placed on hold you hear a dial tone and the system prompts you enter a destination number Dial the extension number to which you want to transfer the call The VCX call processor dials the call When the recipient answers announce the call Note that at this point you cannot return to the original caller 60 CHAPTER 5 BASIC TELEPHONE OPERATION Serial Transfer a If the recipient wants to take the call press Transfer Hang up m If the recipient does not want to take the call hang up the second call and go back to the first call by pressing the Access button on which the call originated A serial transfer is like an unattended transfer except that when the destination hangs up at the end of the call the caller rings back to you as the attendant who made the transfer With your help the caller can make a single call to the organization and make a series of internal connections with a series of transfers You can either use a mapped button on the Attendant Console or the serial transfer feature code M
18. again to end the call You can dial calls between sites in your organization that are separated geographically but that are linked by a Wide Area Network WAN connection Each site must have an VCX system Typical configurations are described in the next sections Using Unique Extensions In some companies with geographically separated offices everyone in the entire organization has a unique telephone extension Whenever you make a call to an extension that is not located at your own site your VCX system sets up a connection to the VCX system at the other extension s site 52 CHAPTER 5 BASIC TELEPHONE OPERATION Class of Service Override For example suppose a company has three offices m Phones at the Chicago office use an extension range from 1000 through 1999 a Phones at the Atlanta office use an extension range from 2000 through 2999 m Phones at the Dallas office use an extension range from 3000 through 3999 In this example to call a user in Dallas a user in Chicago dials a Dallas extension 3000 through 3999 The dial plan on the Chicago VCX system sets up the necessary connection to the Dallas VCX system and then to the extension at that site Using Site Codes In some companies with geographically separated offices phone extensions may not be unique If some users have overlapping telephone extensions your administrator can configure your telephone system to require site codes that you must use to dial
19. and called parties and call duration a Ring Patterns Enables you to set distinctive ringing tones to identify the source inside outside or private of incoming calls Inside calls are calls that originate from within the VCX network Outside calls are calls that originate from outside the VCX network Private calls are anonymous calls or calls with caller ID blocked 104 CHAPTER 8 USING THE VCX USER INTERFACE gt Bridge Permissions Enables you set up your extension so that up to four other users have permission to transfer their calls to your phone After configuring bridge permissions through the VCX User Interface see Enabling Bridged Extensions for additional information This feature is not supported on Basic 2101 and 3101 phones Bridged Phones Displays up to four extensions that are bridged to your phone After configuring mappings through the VCX User Interface see Enabling Bridged Extensions for additional information This feature is not supported on Basic 2101 and 3101 phones You should not bridge an extension to a Basic phone Models 2101 or 3101 because these phones have no programmable access buttons Therefore these phones have no way of distinguishing a call to its extension and a bridged call Button Mappings Displays the default function associated with each programmable button on your telephone If permitted by your administrator you can assign a new function to a button or assig
20. call If you enable Do Not Disturb on your phone calls will automatically go to the call coverage point which may or may not be voice mail The call coverage point must be set through the VCX User Interface or the Administrator Interface It cannot be set through the Telephone User Interface Assigning Access Button Functions Using the VCX User Interface This section describes how to use the VCX User Interface to view and possibly modify the VCX features associated with the Access buttons on your telephone When a VCX system is configured your administrator assigns maps default functions for the Access buttons on your telephone Mapping a function to a button allows one touch access to that function Speed dialing is one example of a one touch function Your administrator may allow you to reprogram a button s function for example create more personal speed dial buttons To view the functions currently mapped to buttons on your phone Log in to the VCX User Interface select the My Extensions option then access the Button Mappings tabbed page Choose your telephone model for example the Model 3102 Businessphone and click Select CAUTION The VCX User Interface cannot determine your teleohone model You must select the correct model from the drop down list The VCX User Interface displays a graphic of the selected phone model and shows the function mapped to each button If a function name appears dimmed l
21. call and an announced conference call In either type of conference call if one of the participants hangs up the other two participants remain connected In an unannounced conference you conference in the person without notifying that person While on a call press Conference orFeature 430 The system places your caller on hold 2 Dial the number of the person you want to conference in 3 Press Conference or Feature 430 again The three way conference Announced Conference begins when the recipient answers the call In an announced conference you announce to the recipient that you are conferencing them into a call The recipient can then decide whether to take the call While on a call press Conference or Feature 430 The system places your caller on hold Dial the extension of the person you want to conference in then press the OK Access button or press Feature 120 When the called party answers announce the conference a If the recipient wants to take the call press Conference or Feature 430 Now three people are on the same call a f the recipient does not want to take the call hang up the second call and go back to the first call by pressing the Hold button for that call Camping on a Busy Extension gt The Camp On feature allows you a call to a busy or an unanswered internal telephone and then be automatically called back when the destination phone becomes available When you activa
22. default functions for the Access buttons on your telephone Mapping a function to a button allows one touch access to that function Speed dialing is one example of a one touch function Your administrator may allow you to reprogram a button s function for example create more personal speed dial buttons Consequently a programmable button is one of the following states a Locked Button function can be changed only by the administrator 24 CHAPTER 2 VCX BUSINESS TELEPHONE MODEL 2102 Default Model 2102 Button Assignments However if the button function requires additional information for example a speed dial number or a call forward destination number you can choose the values for the parameters There are two exceptions BLF Busy Lamp Field Displays the status of another user s phone When you press the button associated with the BLF status light the BLF function calls the other user s phone System Speed Dial Dials an administrator configured speed dial number The additional information for these two functions is set by the administrator and you cannot change the values if the buttons are in the locked state a Unlocked Button function and any associated values can be completely reconfigured by you or the administrator Note that if a button function requires additional information for example a call forward destination number and you or your administrator have not configured this
23. example a call forward destination number and you or your administrator have not configured this information the system will prompt you for it when you press the button As noted in Access Buttons the 18 programmable Access buttons for the Model 3102 phone are located in two columns on the right side of the phone m Inthe left column the buttons are numbered 1 through 9 bottom to top a Inthe right column the buttons are numbered 10 through 18 top to bottom The default 3Com supplied button functions are shown in two tables Ask your administrator if these defaults have changed a Table 6 shows the default button mappings in the left column a Table 7 shows the default button mappings in the right column Each number in the Button Number column corresponds to a button s physical position in its column Assigning Model 3102 Access Button Functions Using the TUI 35 Table 6 3Com Default Button Mappings for the Model 3102 Telephone Left Column Button Number Feature Additional Information 9 Personal Speed Dial 1 First personal speed dial number 8 Personal Speed Dial 2 Second personal speed dial number 7 Personal Speed Dial 3 Third personal speed dial number 6 Personal Speed Dial 4 Fourth personal speed dial number 5 Personal Speed Dial 5 Fifth personal speed dial number 4 Personal Speed Dial 6 Sixth personal speed dial number 3 System Line 3 Third line for
24. for example call forwarding and speed dialing In general you can configure these features using one of the following methods The Telephone User Interface TUI is a phone based interface that allows you to manage your user account and VCX telephone by entering commands using the telephone keypad The command used to enable or disable a feature is executed by entering a feature code Configuration options and prompts are displayed on the telephone Display Panel See Chapter 7 for more information on using the TUI Many options configured through the TUI require entering a feature code a Basic telephone operation such as making calls and putting a call on hold is described in Chapter 5 a Features that must be configured such as speed dialing and call forwarding are described in Chapter 7 a Feature codes are described in Chapter 6 The VCX User Interface is a web browser based application that allows you to manage your user account and VCX telephone Most of the options available through this interface are also available through the TUI See Chapter 7 for more information on using the VCX 7000 User Interface Additional Information Sources You may also want to refer to the following documents in the VCX documentation set for additional information VCX Basic Telephone Quick Reference Guide Provides a single sheet reference that describes commonly used Model 2101 and Model 3101 telephone features IP Messaging Mod
25. 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 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 feature enabled Begin speaking after you hear the tone For details see Using the Hands Free Feature Troubleshooting Problems 127 Table 13 Possible Problems continued Possible Problem Suggested Solutions On my VCX Business Telephone all incoming internal calls come over my speaker phone You have the Hands Free feature enabled For details see Using the Hands Free Feature My telephone is not forwarding my incoming calls to my voice mailbox Verify that you have activated the Forward to Voice Mail feature For details see Forwarding Calls to Voice Mail On my VCX Business Telephone added a One Touch speed dial but the telephone does not dial that number Verify that you have correctly set up speed dialing For details see Soeed Dialing My telephone keeps ringing after pick up the handset a 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
26. jack a Wait a few seconds If the telephone continues to ring disconnect the electrical power for your telephone and then plug it back in The display panel shows Wait for NCP Your telephone may be disconnected from the system Hang up your telephone and wait a few seconds Then pick up the handset If the message still appears on your telephone display panel contact your administrator 128 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE INDEX Numbers 2102 Business Telephone figure and features 18 line status lights 23 mapping button functions VCX Ul 23 programmable access buttons 21 3102 Business Telephone figure and features 28 line status lights 33 mapping button functions VCX Ul 33 programmable access buttons 31 3105 Attendant Console 37 creating labels 40 figure and features 39 overview 38 A access buttons 2102 Business Telephone 21 3102 Business Telephone 31 accessing the VCX User Interface 102 all calls call forwarding set through VCX User interface 106 All Ports Busy message 126 answering a call 50 B Barge In 90 bracket 1102 2102 2102 IR security wall mount 124 3102 telephone support 120 bridging extensions enabling 108 busy line call forwarding set through VCX User interface 106 set with a feature code 84 C call coverage forwarding calls to 107 call fallback call forwarding 106 call forward problems with 127 call forwarding all calls 84 106 busy
27. making receiving calls cannot be reconfigured 2 System Line 2 Second line for making receiving calls cannot be reconfigured System Line 1 First line for making receiving calls cannot be reconfigured Table 7 3Com Default Button Mappings for the Model 3102 Telephone Right Column Button Number Feature Additional Information 0 Headset Enable Disable None 1 Do Not Disturb None Call Forward All Destination number 2 3 Park Park number 4 Call History None 5 Feature None 6 Local User Directory None 7 OK None 8 Release None 36 CHAPTER 3 VCX BUSINESS TELEPHONE MODEL 3102 Remapping Model 3102 Button Functions 1 Viewing and Changing Model 3102 Button Information 1 To change the function of a button that is in an unlocked state Press the Program button twice The Display Panel prompts you to select the button you want to remap Press the button The Display Panel prompts you to select the function you want to map to the button Select a function u If you know the Feature Code of the function enter the number see Table 11 in Chapter 6 a If you do not know the Feature Code scroll through the list of available functions The Display Panel prompts you for any additional information required by the function To view the current function mapped to a button or to change the additional information for a function mapped to a butt
28. monitored If the call is reconnected for a park timeout for example blocking is disabled and the call can be monitored a Blocking is effective only for calls that can be monitored For example invoking monitor blocking for a conference call has no effect on the call because conference calls cannot be monitored Remote Call Forward 93 To block call monitoring on an agent extension to make a private call Pick up the handset Press Feature 429 The Display Panel shows the following prompt Enter the phone number Press to complete Enter the extension of the private call and press Alternatively you can combine steps 2 and 3 by using the following single command after picking up the handset 429 lt extension gt For lt extension gt you can either enter the private phone extension or press a speed dial button mapped to that extension Remote Call Forward The Remote Call Forward feature allows you to configure the forwarding options of a phone from another phone in the network This is useful if for example a person A is on vacation and all of person A s calls must be forwarded to person B This feature enables person B to configure Call Forward Universal on the source phone person A Note that person A can be at one site and person B can be at a different site The VCX administrator must authorize use of the Remote Call Forward feature For example if the administrator authorizes you to change person
29. new unreviewed message voice e mail or fax in your mailbox or in a mailbox monitored by your phone for example a hunt group mailbox or the mailbox associated with a bridged line Hands Free button Allows you to answer internal intercom calls without picking up the handset An external call a call from outside your VCX system rings to your telephone as usual See Using the Hands Free Feature The light next to the Hands Free button remains red as long as this option is enabled Headset connector Located on the underside of the telephone this RJ 11 connector enables you to plug in a headset so that you can listen to calls and have your hands free See Using a Headset To enable the use of a connected headset press the Headset button by default button 16 at the top of the right column of buttons Volume down Lowers the volume of the ringer the speaker the handset or the headset See Controlling the Volume Mute button Use this button to prevent callers from hearing you while still hearing your callers See Muting Calls Volume up Raises the volume of the ringer the speaker the handset or the headset See Controlling the Volume Handset Figure 4 shows the 18 Access buttons on the phone The buttons are assigned default functions described in the following list by 3Com Your administrator can change these defaults and may allow you to reprogram some or all of the button functions Ask yo
30. of the button functions Ask your administrator for more information You can view and change button assignments through the Telephone User Interface see Assigning Model 2102 Access Button Functions Using the TUI or the VCX User Interface see Assigning Access Button Functions Using the VCX User Interface 22 CHAPTER 2 VCX BUSINESS TELEPHONE MODEL 2102 Figure 2 Access Buttons O O O O O a 7 2 O 3 O O 1 OD a 5 C O O O fe Access buttons have the following settings OK Press the OK button to send a call 2 Release Press the Release button to disconnect a call 3 Call Park Enables you to place a call in a holding pattern so that it can be retrieved from another telephone in the system See Call Park Call History Enables you to view the last 10 missed answered or dialed calls on the Display Panel See Using the Telephone Display Panel Feature Enables you to access features that are not directly assigned to an Access button on your telephone For more information on feature codes see Chapter 6 Directory Lists in the Display Panel all the users in your organization and their extensions You can use the Soft Buttons to sort the list and select an entry Selecting an entry automatically dials the extension See Viewing the User Directory In this button group a The first button starting from the top is for the Do Not Disturb feature See Act
31. on a group member s telephone Pick up your handset Dial the Group Call Pickup extension The call is directed to your telephone This section describes how call pickup interacts with other VCX phone features Note the following considerations Call Forwarding If both the phone forwarding a call and the phone receiving the forwarded call belong to the same call pickup group then any member of the group may answer the call a Camp On A call pickup group member or a directed call pickup user cannot answer a camp on callback call a Conference Calls A conference call cannot be picked up at another extension A conference originator can however pick up a call and add it to the conference call a Display Panel When you pick up a call the telephone Display Panel shows a confirmation message for example PickUp Marie x3434 a Hunt Groups A call pickup group member can also be a member of a hunt group Call pickup group members can use either directed call pickup or group call pick up to answer a call that is ringing at another group member s telephone a Speed Dials You or your administrator can assign the following to a speed dial button a The feature code for directed call pickup 455 or the feature code for group call pick up 456 and a telephone number Only the feature code for directed call pickup 455 or the feature code for group call pick up 456 90 CHAPTER 7 STANDARD FEATURES Si
32. people at remote offices Your administrator chooses the site codes for your system In this case you dial a site code first followed by the extension at the site For example suppose a company has three offices m Phones at the Chicago office use an extension range from 1000 through 3999 The site code for Chicago is 61 m Phones at the Atlanta office use an extension range from 1000 through 3999 The site code for Atlanta is 62 a Phones at the Dallas office use an extension range from 1000 through 3999 The site code for Dallas is 63 In this example to call someone in Atlanta a user in Chicago dials the site code 62 and then the appropriate extension 1000 through 3999 To reach a user in Dallas a user in Chicago dials 63 and then the appropriate extension 1000 through 3999 The site code prevents conflicts between the remote extension number and a duplicated extension number at the local site Chicago The Class of Service Override feature allows you to apply the capabilities of your own VCX telephone temporarily to another VCX telephone on the same local network Terminating Calls 53 For example the telephone in a conference room may be configured to prevent long distance telephone calls You may however need to place a long distance call during a meeting If the permissions included with the Class of Service on your phone allow long distance calling you can use the Class of Service Override feature to apply your ph
33. phone remains on does not blink as it would for a non bridged call on hold While on a bridged call the primary phone user can also press a free SA line to transfer the call from a BSA line to a SA line Or a call connected on a SA line can be transferred from the SA line to its BSA line A secondary phone user however can only transfer a call from an SA line to BSA line but cannot transfer a bridged call to an SA line Both primary and secondary phones can set up a 3 way conference call on a bridged line Call Park and Bridged Line Calls Either the primary phone user or the secondary phone user can park a call When either a primary or secondary phone user parks a call and the call park timeout value is reached the default is 5 minutes the parked call rings back only on the phone that parked the call For example if a primary phone user parks a bridged call to a Call Park extension and no one picks up the parked call after 5 minutes the parked call rings back only on the primary phone that parked the call The call does not ring back on a secondary phone or on any other primary login instance When the primary phone answers the call the SA status light on primary phone lights but the BSA status lights on the bridged phones do not light A parked call that rings back on a primary phone rings on the first free SA line A parked call that rings back on a secondary phone rings on the first free SA line Enabling Bridged Exten
34. point For example if there are no available members of the hunt group the call might be forwarded to a group mailbox or to the receptionist An administrator can configure a hunt group in which all members are fax machines Incoming faxes are routed to an available fax machine Depending on the type of hunt group configured if no fax machine is available pending faxes may be queued until a machine becomes available or they may be sent to the call coverage point The method used to hunt for an available hunt group member is determined by an administrator configured call coverage pattern for that group Pattern types include linear circular and calling groups These patterns are described in Hunt Group Types If you are a member of a hunt group your administrator should provide the following information a The type of hunt group to which you belong The hunt group type determines the ringing pattern followed by incoming calls See Hunt Group Types Your hunt group number You need this number to log in to the hunt group You must be logged in to receive calls directed to the hunt group See Logging In to a Hunt Group You can be a member of and logged in to multiple hunt groups which may be of different hunt group types As a hunt group member you should also be aware of how hunt group calls work with other VCX phone features such as call conferencing See Hunt Group Interaction With Other Features 96 CHAPTE
35. rings on a secondary phone If the primary phone user disables Do Not Disturb while the call is ringing the call does not start ringing on the primary Do Not Disturb is Enabling Bridged Extensions 113 enabled only for subsequent calls This is also true for a secondary phone user who toggles the Do Not Disturb setting while a call is ringing If the primary phone enables Do Not Disturb and a call comes in from a hunt group the Do Not Disturb setting is ignored and the call rings on the primary If a secondary phone enables Do Not Disturb and a call comes in from a hunt group to the primary phone the call does not ring on the secondary phone Hands Free and Bridged Line Calls Enabling the Hands Free feature has the following effect on bridged calls a f the primary phone has Hands Free enabled a call rings briefly on the secondary phone before it is automatically answered by the primary phone m If the secondary phone has Hands Free enabled only calls made to the secondary s phone extension are answered Hands Free Calls to primary phone are not answered Hands Free on the secondary phone they appear as normal bridge calls Call Forward Forward to Voice Mail and Bridged Line Calls Enabling Call Forwarding and Forward to Voice Mail or enabling both features has the following effect on bridged calls m If the primary phone enables Forward to Voice Mail calls ring once on the primary and secondary phones and then go to voice
36. the phone s ringer is enabled feature disabled You can enable or disable the phone s ringer at any time while either on the phone or on hook but the change takes effect on the next incoming call All non ringer tones are unaffected All ring tones such as internal domain external domain and anonymous tones are affected for all primary bridge and hunt group calls A user with a phone on hands free hears the hands free tone A user that receieves a page hears the page tone If the VCX system or the phone reboots or is upgraded with new software the ringer resets to the default ringer enabled feature disabled mode To mute the phone ringer Press Feature 489 The LCD displays Ringer is now muted To clear the display press the Release button The next time you receive an incoming call the ringer is muted To turn this feature off press Feature 489 again The LCD displays Ringer is now enabled To clear the display press the Release button Activating Do Not Disturb When you enable Do Not Disturb incoming calls immediately go to the call coverage point set by you or your administrator The default call 62 CHAPTER 5 BASIC TELEPHONE OPERATION coverage point is your voice mailbox The call coverage point is set through the VCX User Interface see Chapter 8 When your telephone is in Do Not Disturb mode m An incoming call does not cause your phone to ring If you are logged in to multiple phones
37. the speed dial number you want to change or delete press the speed dial number 1 through 9 or use the up and down scroll buttons To change or delete an existing speed dial number press the key and then use the second soft button to delete each digit To store the number press the OK button or press The method you use to dial a configured speed dial number depends on your phone and whether or not the number is mapped to a speed dial Access button To dial a number configured as a speed dial on a VCX phone with one or more speed dial Access buttons press the appropriate button If the number is not associated with a button use the next procedure To dial a configured speed dial number on any VCX phone Pick up the handset Or press the Speaker button 2 Press Feature 3 Enter the feature code associated with the number you want to dial For example if the number you want to speed dial is mapped to speed dial 2 enter the following through the Telephone User Interface Feature 601 2 Alternatively you can skip pressing the Feature button and enter 601 2 Note that with this syntax you cannot enter 602 Dialing System Speed Dial Numbers b gt Call Forwarding 83 You can also use the following method to dial a speed dial number on any VCX phone Press the Program button The Display Panel lists the first speed dial for example Speed dial 1 1001 Use the up and down scroll buttons to locate the s
38. these call pickup groups See Call Pickup m Log Out Ends your VCX User Interface session See Logging Out Enabling Call This section describes how to enable and use call forwarding features set Forwarding up through the VCX User Interface 106 CHAPTER 8 USING THE VCX USER INTERFACE You can also configure and enable call forwarding through your phone s Telephone User Interface TUI See Call Forwarding You can use the VCX User Interface to set How long in seconds your telephone rings before the system forwards unanswered calls Where you want your call to be forwarded The condition or conditions that result in the system forwarding a call Ring No Answer Redirect incoming calls to another destination when your phone rings for a configured time period the default is 20 seconds Busy Line Redirect incoming calls to another destination when your phone is busy If you have multiple lines busy means that all lines are in use All Calls Redirect incoming calls to another destination unconditionally Use this feature when you plan to be away from your phone for an extended period of time Also referred to as Call Forward Universal Fall Back Return forwarded calls to your call coverage point if the forwarding destination does not answer When you enable this Call Forward Fall Back to Coverage feature a forwarded call that is not answered at the forwarding destination falls back to your extensi
39. up by any phone mapped to this bridged line Both primary and secondary users can be logged in to multiple phones For example an administrative assistant secondary user can be logged in Bridged Line Interaction with Other Features Enabling Bridged Extensions 111 to four phones and monitor a manager from any phone as long as all the secondary phones are configured with the same extension Or a manager may be logged in to multiple phones and monitored by an assistant logged in to one or more phones In any case the total number of logged in primary and secondary phones cannot exceed five For the current release the primary and secondary phone or phones must be located on the same site Your administrator can also set up bridged extensions In this case fields on your Bridge Permissions and the Button Mappings tabbed pages have preassigned values Calls to a bridged extension can be managed by a primary user or a secondary user like non bridged calls For example bridged calls can be parked put on hold transferred or conferenced A call to a bridged extension can be affected by call coverage points call forwarding settings and Do Not Disturb settings on the primary and secondary phones Calls to a bridged extension that are not answered always follow the call coverage point configured for the primary phone or if call forwarding is enabled the appropriate call forward setting for the primary phone If all the br
40. using the same phone number and one of the phones enables Do Not Disturb the feature applies to all phones an incoming call will not ring on any of the phones a You can use the phone to dial outgoing calls a f you enable Do Not Disturb while one or more calls are ringing the pending calls are sent to your call coverage point and Do Not Disturb is enabled for all subsequent calls a f you are a Hunt Group member and you enable Do Not Disturb personal non Hunt Group calls go to your call coverage point However Hunt Group calls always ring on a member s phone regardless of the Do Not Disturb setting If your telephone is part of a bridged extension see Do Not Disturb and Bridged Line Calls for additional information To activate Do Not Disturb Press the Do Not Disturb Access button on the phone The red light is lit next to the Do Not Disturb button Model 3102 only Your telephone is now in Do Not Disturb mode The display panel shows DND To disable Do Not Disturb mode repeat step 1 The DND message disappears from the display panel and the red light goes out FEATURE CODES This chapter describes how to use VCX feature codes on a VCX telephone to enhance the operation of your phone A feature code is a sequence of numbers you enter on the telephone keypad to enable a feature that is not mapped to a button This chapter includes the following topics Feature Code Overview a Using Feature Codes Fe
41. A s forwarding options you can enter a feature code 468 and redirect person A s calls to any other extension including your own When successfully configured the remote destination phone s LED if available will flash for all forwarded calls and the LCD will also display a call forward message To remotely enable a phone to forward calls to another extension Pick up the handset Press Feature 468 The Display Panel prompts you to enter the remote phone number Enter the extension of the phone whose calls you want to forward and press 94 CHAPTER 7 STANDARD FEATURES The Display Panel prompts you to enter the extension of the phone that will receive the forwarded calls Enter the extension of the phone that will receive forwarded calls and press Alternatively you can combine steps 2 3 and 4 by entering the following commana 468 lt source extension gt lt destination extension gt Remote call forwarding can be disabled either on the phone that set up remote call forwarding or on the extension whose calls you no longer want to remotely forward For example extension 1001 has used feature code 468 to specify that all of extension 1000 s calls be forwarded to extension 1002 You can disable remote call forwarding on extension 1000 or 1001 On extension 1001 a Press Feature 468 Enter the extension whose calls you no longer want to remotely forward in this case 1000 and press The Display Pa
42. AN not through traditional telephone wiring Your telephone connects to the VCX system through an RJ 45 LAN connector instead of an RJ 11 telephone connector Your telephone will not work unless it is connected properly Ask your administrator if you have questions about your telephone connection The underside of an VCX telephone or attendant console includes AC power adapter connection N Ethernet connector for connection to the LAN w Ethernet connector for an optional connection to your desktop computer A Handset connector Headset connector 3102 and 3103 only Tabs for the support bracket For information about the underside of each VCX Telephone and for D information about how to connect any VCX Telephone or Attendant Console to a Power over Ethernet source see the packing sheet that comes with the device Strain relief clamps are built into the 3101 3102 3105 support bracket a vu 120 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE Installing the 3102 Telephone Label Plate Attaching and Adjusting the Articulating Support Bracket The VCX 3102 Business Telephone has a label plate with localized button labels that you must install Once you snap the plate onto the telephone you cannot remove it To install the plate slip the tabs along the top edge of the plate into the slots on the telephone and then press firmly along the bottom edge of the plate until you feel it snap into place F
43. C Page 25 Please address all questions regarding the 3Com software to your authorized 3Com coordinator GETTING STARTED This chapter provides a general description of your VCX telephone and describes the steps you must complete to use your phone This chapter includes the following topics a VCX Telephone Overview a Initial Voice Mailbox Setup a Configuration Options a Additional Information Sources 14 CHAPTER 1 GETTING STARTED VCX Telephone Overview Your VCX telephone must be configured to work in an IP network This means your phone must be assigned an IP address so it can communicate with other VCX phones and devices Typically your administrator assigns IP values including an IP address as part of the installation process During the installation process your administrator creates an account for you This account includes a telephone number and a voice mailbox Your administrator also assigns a password that associates your telephone number and a voice mailbox with your account This chapter assumes that your administrator has either logged you in to your telephone or has given you login instructions a f you are logged in the Display Panel on your phone shows the current date and time and your extension a f you are not logged in see Logging In to Your Telephone This guide describes the features available with your teleohone such as teleohone button functions making and forwarding calls and s
44. Module a P Messaging Module Product Overview a P Messaging Quick Reference Guide 3Com Native Interface a P Messaging Module User Guide 3Com Native Interface a P Messaging Quick Reference Guide Traditional Interface a P Messaging Module User Guide Traditional Interface a P Messaging Module Operations and System Administration Guide a E Mail Reader Application Quick Start Guide The following documents are a part of the IP Conferencing Module a P Conferencing Module Installation Guide a P Conferencing Module Administration Guide a P Conferencing Module User Guide a Convergence Center Client User and Administration Guide The following documents provide information on products that support this release a Enterprise Management Suite User Guide a Enterprise Management Suite Getting Started Guide a VCXV7111 Fast Track Installation Guide Version 4 4 a VCXV7111 VoIP SIP Gateways User Manual Version 4 4 a VCXV7122 SIP VoIP Gateway Installation Guide Version 4 4 a VCXV7122 VoIP SIP Gateways User Manual Version 4 4 Comments Send e mail comments about this guide or about any Voice product documentation to VOICE Techcomm_ comments 3com com Include the following information with your comments Document title a Document part number found on the front page a Page number a Your name and organization optional Example VCX Business Telephone Guide System Release 7 0 Part Number 900 0330 01 Rev A
45. R 7 STANDARD FEATURES Hunt Group Types The type of hunt group to which you belong determines how incoming calls are allocated to group members Your administrator can configure a linear hunt group a circular hunt group and a calling group To illustrate the differences between hunt group types assume the administrator has configured four members for each type A B C and D Note that a member must be logged in to both the VCX system and the hunt group to receive a call Linear Hunt Group An incoming call always rings at the first member phone of the group then if the call is not answered at the phone of the next member in the group list For example if A B C and D are all available an incoming call will always ring first at member A s extension If A does not answer the call is routed to member B s extension and so on until the last member of the group is reached If no member is available the call is routed to the call coverage point immediately When the total timeout value configured for the group is reached or the last hunt group member fails to answer whichever happens first the call is routed to the call coverage point see the discussion of timeout values and call coverage points later in this section Circular Hunt Group An incoming call rings at the member phone following the member to whom the last call was routed If the call is not answered the call rings at the phone of the next member in the gro
46. TANDARD FEATURES gt Call Forward Ring No Answer 1 a Where you want your call to be forwarded a The condition that results in the system forwarding a call a Ring No Answer Redirects incoming calls to another destination when your phone rings for a configured time period the default is 20 seconds You can forward all unanswered calls by enabling Call Forward Ring No Answer feature code 466 and entering the number to which you want the calls forwarded a Busy Line Redirects incoming calls to another destination when your phone is busy If you have multiple lines busy means that all lines are in use You can forward all calls that come in when your lines are busy by enabling Call Forward Busy feature code 467 and entering the number to which you want the calls forwarded a All Calls Redirects incoming calls to another destination unconditionally Use this feature also called Forward Universal when you plan to be away from your phone for an extended period of time You can forward all unanswered calls by enabling Call Forward All feature code 465 and entering the number to which you want the calls forwarded If your telephone is part of a bridged extension see Call Forward Forward to Voice Mail and Bridged Line Calls for additional information You can also use the VCX User Interface to configure Call Forward Fall Back to Coverage When you enable this feature a forwarded call that is not answered at
47. Using the VCX User Interface When a VCX system is configured your administrator assigns maps default functions for the Access buttons on your telephone Mapping a function to a button allows one touch access to that function Speed dialing is one example of a one touch function Your administrator may allow you to reprogram a button s function for example create more personal speed dial buttons Consequently a programmable button is one of the following states a Locked Button function can be changed only by the administrator 34 CHAPTER 3 VCX BUSINESS TELEPHONE MODEL 3102 Default Model 3102 Button Assignments However if the button function requires additional information for example a speed dial number or a call forward destination number you can choose the values for the parameters There are two exceptions BLF Busy Lamp Field Displays the status of another user s phone When you press the button associated with the BLF status light the BLF function calls the other user s phone System Speed Dial Dials an administrator configured speed dial number The additional information for these two functions is set by the administrator and you cannot change the values if the buttons are in the locked state a Unlocked Button function and any associated values can be completely reconfigured by you or the administrator Note that if a button function requires additional information for
48. Viewing the User Directory a Controlling Caller ID m Setting up a Conference Call Camping on a Busy Extension Transferring Your Phone Settings to Another Phone a Forwarding Calls to Voice Mail Transferring a Call to Another User s Voice Mail Speed Dialing Call Forwarding a Call Park a Paging a Call Pickup a Silent Monitor and Barge In a Remote Call Forward a Hunt Groups 72 CHAPTER 7 STANDARD FEATURES Viewing the Call Logs You can use the Call History feature to display your call logs These are the logs of the 10 most recent calls to and from your telephone From the call logs you can select calls and the phone automatically dials them To access and use the Call History Press the Call History button Optionally you can press Feature 462 The Call History menu appears in the Display Panel Select one of the follow options For placed calls press 1 For received calls press 2 For missed calls press 3 For unviewed missed calls press 4 oaQqQ a on ogw To clear the all call logs press 5 Use the Scroll buttons to navigate through the list The Display Panel always starts with the oldest call in the category you select That is the oldest call appears first and the most recent call appears last The Display Panel scrolls through the calls one at a time After the last call this message appears in the Display Panel for placed and received calls No more call history Th
49. a call from outside your local call processor rings to your telephone as usual If your telephone is part of a bridged extension see Hands Free and Bridged Line Calls for additional information To enable or disable the Hands Free feature press the HANDS FREE button or the button on the phone before calls arrive The red light next to the button comes on enabled or goes out disabled You can also enable and disable Hands Free by using Feature Code 100 See Feature Codes Using a Headset gt Returning to the Headset After a Long Delay 2 The Model 3102 Business Telephone has a headset jack located on the underside of the telephone To prepare the headset for all calls Plug the headset connector into the headset jack on the underside of the telephone Verify that the indicator light next to the Headset button comes on To answer a call when you are using the headset Put the headset on When a call comes in press the System Appearance button beside the flashing light You are connected to the call The handset can be either on hook or off hook To end a call when you are using the headset press the Release button on the telephone Certain brands of headsets enter a power saving mode that prevents the telephone from ringing for one or more calls when both of these conditions are true a The headset amplifier buttons for Mute and On are both set to On m The handset is off the phone for a long time f
50. alls for additional information When your administrator gives you your hunt group membership information you can log in to your hunt group or groups if you have been assigned membership in multiple groups You must be logged in to a hunt group to receive calls for that group You must be logged in to your VCX system account before you can log in to a hunt group If you are not logged in to the VCX system which requires password authentication you cannot log in to a hunt group See the overview section for your phone in this guide You log in to a hunt group by entering feature code followed by hunt group number If you are already logged in entering the same feature code and hunt group number logs you out You can also log in to and log out of a hunt group through the VCX User Interface see Viewing Hunt Group Membership and Status To log in to a hunt group using a feature code Press Feature 971 The Display Panel shows a prompt requesting a hunt group number Enter the hunt group number then press The Display Panel indicates that your hunt group login status has changed Alternatively you can combine steps 1 and 2 by entering the following single command 971 lt hunt group number gt You can also log in to a hunt group by pressing Program 4 8 followed by the hunt group number then press You can display all the hunt groups you are currently logged in to by pressing Feature 972 see Viewing Hunt
51. apped Button Method Press the mapped Attendant Serial Calling button on the Attendant Console Press the button mapped to the called party s extension on the Attendant Console Press the mapped Attendant Serial Calling button again on the Attendant Console to complete the call Serial Transfer Feature Code Method While on a call press Feature 471 The call is placed on hold you hear a dial tone and the system prompts you to enter a destination number Dial the number to which you want to transfer the call and then press to complete the call Hang up When the destination phone hangs up the caller returns to you Serial transfers m Apply toa single transfer Repeat for subsequent transfers even for the same caller m Can be mapped to a button on an Attendant Console a That cannot be completed return directly to the attendant a f the calling party reaches the called party s voice mailbox the calling party can press 99 to return to the attendant Muting Calls 61 Muting Calls You can prevent callers from hearing you by turning off the teleohone s microphone when you are using the handset or headset or when your telephone is in speaker phone mode To mute your phone While you are on a call press Mute The light next to the Mute button comes on Callers cannot hear you 2 To turn this feature off press Mute Mute Ringer You can prevent the phone s ringer from ringing by enabling this feature By default
52. are 45 Table 10 Complement Attendant Software Buttons and Keyboard Shortcuts Keyboard Button Purpose Shortcut Park Places a callin a holding pattern so that itcan Alt K be retrieved from another telephone on the system Unpark Releases a caller from a holding pattern Alt U Transfer Forwards a call to another telephone Alt T Completes the transfer of a call Alt M Conference Enables three subscribers to participate in a single Alt C cal Alt P Completes the conference call Cancel Cancels a transfer Alt S Cancels a conference call Alt E Dial Dials a selected number to place an outgoing call Alt D For complete information on the Complement Attendant Software see the online Help system in the software 46 CHAPTER 4 VCX ATTENDANT CONSOLES MODEL 3105 AND COMPLEMENT ATTENDANT BASIC TELEPHONE OPERATION This chapter describes how to use the basic telephone functions available on all VCX telephone models and includes the following topics a Logging In to Your Telephone a Answering a Cal a Making Calls Terminating Calls a Using the Telephone Display Panel a Controlling the Volume a Using the Hands Free Feature a Using a Headset a Putting a Call on Hold a Transferring a Call a Muting Calls a Mute Ringer a Activating Do Not Disturb 48 CHAPTER 5 BASIC TELEPHONE OPERATION Logging In to Your Telephone Your administrator assigns an extension telephone nu
53. ature Codes 64 CHAPTER 6 FEATURE CODES Feature Code Overview Some common telephone features are mapped to buttons Hold for example However the number of buttons varies on each model of VCX phone Furthermore the number of VCX features exceeds the number of buttons available on any phone Feature codes allow the VCX telephone feature set to be available to all VCX phones regardless of the number of buttons on the phone Each feature is assigned a unique three digit feature code You can invoke a feature by entering the numeric code assigned to a particular feature For example you can use a feature code to enable call forwarding and specify a destination number For all VCX Basic and Business phones you can enter any feature code by pressing the Feature button This action generates a Feature prompt in the telephone Display Panel The next step is to enter the appropriate feature code If additional information is required the Display Panel prompts you However you can invoke some feature codes without pressing the Feature button by entering special feature code syntax with the telephone keypad See Using Feature Codes for information on both feature code entry methods The location of the Feature button depends on your telephone See the appropriate chapter in this guide for the location of buttons and controls for your phone Using Feature Codes You can invoke a feature by pressing the Feature button and
54. d dials allow speed dialing on phones that do not have Access buttons Personal speed dials are available on all VCX telephone models 80 CHAPTER 7 STANDARD FEATURES Configuring Personal Speed Dial Numbers a System Speed Dials With this type of speed dialing your administrator maps commonly used numbers internal or external to feature code values To use a system speed dial you press the Feature button and enter the appropriate feature code and the speed dial number The administrator creates system speed dial numbers System speed dials can be dialed on all VCX telephone models Note that a configured one touch speed dial is also mapped to a feature code the speed dial number mapped to the first speed dial Access button is also mapped to feature code 601 the speed dial number mapped to the second speed dial Access button is also mapped to feature code 601 and so on This means that on a phone with four configured speed dial numbers you can dial a speed dial number by either pressing an Access button or entering feature code 601 an index number 1 through 9 This section describes how to set up speed dialing through the Telephone User Interface You can also enable speed dialing through the VCX User Interface See Chapter 8 for information on accessing the VCX User Interface see the online Help for information on creating speed dials Note that the two interfaces are synchronized A speed dial created or modified in on
55. d phone can identify up to four phone numbers to bridge with but the number of extensions it can actually bridge is determined by the maximum number of contacts that the system administrator has set up for the phone which may be fewer than four On the phone that will receive a bridged call in this example extension 1001 a Log in to the VCX User Interface select the My Extensions option then access the Button Mappings tabbed page b Map the bridged extension in this example extension 1000 to an System Appearance SA button either SA 4 SA 5 or both buttons and click Save You should not bridge an extension to a Basic phone Models 2101 or 3101 because these phones have no programmable buttons Therefore a Basic phone has no way of distinguishing a call to its extension and a bridged call 110 CHAPTER 8 USING THE VCX USER INTERFACE 3 For the bridged line settings to take effect the phone must retrieve the new settings from the VCX server By default phones check the VCX server for new information every 60 minutes the phone registration interval To retrieve bridged line settings you can use one of the following options a Wait for the phone registration interval to expire 60 minutes or less depending on when the last registration occurred a Log off and then log on to the phone In this example an incoming call to extension 1000 will also ring on extension 1001 on line 4 or on line 5 or both lines dep
56. d to Access buttons 24 through 32 a The fifth column of nine buttons correspond to Access buttons 33 through 41 a The sixth column of nine buttons correspond to Access buttons 42 through 50 Shift button Enables you to toggle between the two sets of Access button assignments on the Console Press the Shift button to switch between assignments 1 through 50 and assignments 51 through 100 The Shift button LED is lighted when you have buttons 51 through 100 selected To create print and save labels for your Attendant Console or any VCX telephone 1 Access the 3Com web site http Awww 3com com 2 Click Support amp Downloads and select Downloads amp Drivers from the drop down list box Your browser displays the Downloads page 3 On the Downloads page select the following options VCX Attendant Console 41 a Inthe Criteria base Search section in the Type of File list box select Documentation In the Product Category list box select Convergence IP Telephony In the Filename text box enter labels exe ao 0 o In the Operating System list box select All e Click Search When the search results page is displayed locate the labels exe file for 3Com VCX V7000 IP Telephony Solution and download it to your system Do not download any of the labels exe files for the NBX product Locate labels exe on your system and double click the file icon to start the LabelMaker program Find the page in the LabelMaker t
57. device or network Warning Alerts you to potential personal injury Table 2 Text Conventions Convention Description Screen displays This typeface represents information as it appears on the screen Commands The word command means that you must enter the command exactly as shown and then press Return or Enter Commands appear in bold Example To remove the IP address enter the following command SETDefault 0 IP NETaddr 0 0 0 0 Words in italics Italics are used to a Emphasize a point Denote a new term at the place where it is defined in the text Figures This guide provides figures and screen captures that contain sample data This data may vary from the data on an installed system Related Documentation 11 Related Documentation These 3Com documents contain additional information about the products in this release that are a part of or support the 3Com Convergence Application Suite The following documents are a part of the VCX IP Telephony Module a VCXInstallation and Maintenance Guide a VCX Administration Guide a VCX Basic Telephone Quick Reference Guide a VCX Business Telephone Quick Reference Guide a VCX Manager s Telephone Quick Reference Guide a VCX Feature Codes for Analog Telephones Quick Reference Guide a VCX Basic Telephone Guide a VCX Business Telephone Guide a VCX Manager s Telephone Guide a VCX Security Guide The following documents are a part of the IP Messaging
58. e or wall mount positions Tabs on the underside of the telephone slip into slots on the bracket and the opposite mounting points snap into place In Figure 12 the support bracket is outlined to show you how to install the VCX Telephone in the low profile and high profile desktop positions Attaching and Adjusting the Fixed Support Bracket 123 Figure 12 Low Profile and High Profile Desktop Positions Wall Mount Position To mount an VCX 2102 telephone on a wall put the bracket on the opposite end of the telephone in the low profile position Pull and twist the knob on the underside of the phone 90 degrees Figure 13 so that the spring loaded peg projects out on the top of the phone Item 1 in Figure 14 Figure 13 Knob for the Handset Support Peg 124 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE Figure 14 shows an VCX 2102 Telephone in the wall mount position Safe wall mounting requires 3 4 inch drywall and 1 5 inch drywall screws Figure 14 Wall Mount Position 1 Handset support peg 2 Wall with a solid backing 3 Support bracket in the low profile position on opposite end of telephone Security Wall Mount Every VCX 2102 telephone can be fitted with an optional security Bracket wall mount bracket that ensures that the device cannot be removed by unauthorized persons For how to order this bracket consult your 3Com VCX Voice Authorized Partner Read and follow the instructions that come with the bracket Openin
59. e Settings to Another Phone gt gt This feature enables you to use any 3Com phone attached to the same VCX system call processor as your phone with all your phone s settings It is possible for an administrator to lock an extension to a particular phone If this is the case you cannot program the phone to use your extension To transfer your phone s settings to another phone Log out of your own phone by pressing Program 5 6 If your administrator has enabled the Multiple Contacts feature for your extension you do not have to log out of one phone before logging into another From the phone that you want to use as yours enter your phone number and password a Press Program 5 4 enter your phone number and then press Forwarding Calls to Voice Mail 77 b Press Program 5 5 enter your password and then press 3 When you are finished using the other phone log out of the phone by pressing Program 5 6 4 Log back into your own phone by pressing Program 5 6 Forwarding Calls to Voice Mail You can forward incoming calls to your voice mailbox by using the Fwd Mail button Alternatively you forward calls to your mailbox by using a feature code When you forward incoming calls to your voice mailbox An incoming call rings once on your phone and is then sent to your voice mailbox If you are logged in to multiple phones each using the same phone number and one of the phones enables f
60. e and extension with another asterisk Each element in a feature code command must be prepended with an asterisk Some features occur within the bounds of an existing call for example forwarding a call to the voice mail of another subscriber In these cases the feature requires using the Transfer button After pressing Transfer you enter the transfer destination in the format feature code lt destination gt Feature Codes Table 11 lists the features that you can control with feature codes Features are listed alphabetically and include the required feature code syntax and in most cases a reference for more information In the syntax the notatio n lt parameter gt represents a variable that you must supply for example a telephone extension 66 CHAPTER 6 FEATURE CODES Table 11 VCX Feature Codes Alphabetical by Feature or Task Feature Feature Code Entry Description Anonymous Now Feature 889 See Controlling Caller ID Enable Disable o r 889 Anonymous Next Feature 890 then lt destination gt See Controlling Caller ID Enable Disable o 890 lt destination gt Barge In Feature 428 Used with Silent Monitor See Silent Monitor and Barge In Beep Send Feature 331 Sends a page a beep between phones The sending phone displays the target extension The target extension displays the sending extension Call Forward Busy Feature 467 then lt destination gt Or 467 lt d
61. e interface appears in the other interface A speed dial deleted in one interface is deleted in the other interface Your administrator can configure speed dial numbers for your phone You can reassign these administrator configured speed dials unless the administrator has optionally enabled BLF busy light flashing for a speed dial During speed dial configuration the administrator can enable BLF for the status light associated with the speed dial button When the user assigned to that speed dial button is on a call the status light is lit If the administrator has enabled the BLF for a speed dial you cannot reassign a different number for that speed dial You set up speed dialing through the Telephone User Interface using the Program button Refer to the chapter that describes the buttons and controls on your phone for the location of the available speed dial Access buttons Speed Dialing 81 To configure a speed dial number using the Program button and the Speed Dial menu Press the Program button The Main menu appears Press 3 to access the Speed Dial menu The Display Panel lists the first speed dial Speed dial 1 If the speed dial is already configured the Display Panels show the configured number for example Speed dial 1 1001 To locate the speed dial number you want to configure press the speed dial number 1 through 9 or use the up and down scroll buttons If you assign a number to a speed dial that does no
62. e the current space You can also use this button to sort displayed items a Exit Use this button to exit the currently displayed option 6 Telephone key pad 7 Scroll buttons Use these buttons to scroll through items shown on 10 11 12 13 14 15 the Display Panel Program button Use this button to access and view the Display Panel Main menu Access buttons with indicator lights Your administrator assigns default functions for these buttons and may allow you to reprogram a button s function for example create more personal speed dial buttons See Access Buttons and Line Status Lights Access buttons without indicator lights See Access Buttons For both sets of Access buttons the telephone Label Maker available through the 3Com web site enables you to define and print a new label for your Access buttons See Printing Labels Microphone located on the underside of the telephone Activated when the telephone is in speaker phone mode that is after you press the Speaker button or the Hands Free button For best results keep the area around the microphone free of obstructions Hold button Places a caller on hold See Putting a Call on Hold Transfer button Sends the currently active call to another telephone See Transferring a Call Conference button Enables you to set up a conference call 3 way calling See Setting up a Conference Call Redial button Redials the
63. eceiving calls cannot be reconfigured To change the function of a button that is in an unlocked state Press the Program button twice The Display Panel prompts you to select the button you want to remap Press the button The Display Panel prompts you to select the function you want to map to the button Select a function a If you know the Feature Code of the function enter the number see Table 11 in Chapter 6 If you do not know the Feature Code scroll through the list of available functions The Display Panel prompts you for any additional information required by the function 26 CHAPTER 2 VCX BUSINESS TELEPHONE MODEL 2102 Viewing and To view the current function mapped to a button or to change the Changing Button additional information for a function mapped to a button that is in a Information locked state 1 Press the Program button once The Display Panel prompts you to select the button whose information you want to change 2 Press the button The Display Panel prompts you for the required information VCX BUSINESS TELEPHONE MODEL 3102 This chapter describes the buttons controls and features on the 3Com VCX Model 3102 Business Telephone This chapter includes the following topics Buttons and Controls m Access Buttons a Status Lights a Assigning Model 3102 Access Button Functions Using the TUI For information about the Model 2102 Business Telephone see Chapter 2 Fo
64. ending what you selected in step 2b The primary phone user can make calls on a bridged line The secondary phone user can answer calls that are made to the primary phone s extension but cannot make calls using the buttons that are associated with the primary telephone In fact the buttons on the secondary phone associated with the primary phone function as speed dial buttons to the primary phone Both users can use VCX features to manage bridged calls For example bridged calls can be transferred put on hold or forwarded to voice mail However because multiple phones are involved you should note the considerations discussed in Bridged Line Interaction with Other Features When an extension is bridged SA buttons 4 or 5 access buttons and status lights on the secondary phone are associated with the Bridged System Appearance BSA access buttons and status lights on the primary phone Lights on each phone indicate the state of each bridged line a If the light is off the bridged line is available for use on the primary phone a If the light is on the bridged line is in use by either a primary phone user or a Secondary phone user m If the light is blinking quickly the bridged line is ringing on all primary and secondary phones m If the light is blinking slowly on both phones the line has been put on hold by either the primary phone user or a secondary phone user This indicates a shared hold state The line can be picked
65. enter this security code when using Directed Call Pickup to answer a call Group Call Pickup Allows you to answer a call ringing on the phone of any user who is a member of a configured Group Call Pickup group A Group Call Pickup group is a collection of phones that allow each member of the group to answer another member s calls Your administrator can also configure a Group Call Pickup group that allows non group members to answer a call ringing on a phone in the group If your telephone is part of a bridged extension see Call Pickup and Bridged Line Calls for additional information To answer a call that is ringing on a specific user s telephone Pick up your handset Press Feature 455 The Display Panel prompts you to enter your group security code Enter the your group security code The Display Panel prompts you to enter the extension of the ringing phone Enter the extension number Alternatively for steps 2 3 and 4 you can enter feature code 455 group security code and the extension of the ringing phone in the following format 455 lt group code gt lt extension gt The call is directed to your telephone Group Call Pickup Call Pickup Interaction With Other Features Call Pickup 89 Using One Touch Pickup Pick up the handset 2 Press the Access button that you have assigned to Directed Pickup 3 Dial the extension number of the ringing telephone 1 2 To answer a call that is ringing
66. estination gt See Call Forward Busy Line Call Forward Ring No Answer Call Forward Universal Feature 466 then lt destination gt Or 466 lt destination gt Feature 465 then lt destination gt Or 465 lt destination gt See Call Forward Ring No Answer See Call Forward Universal Call History Call Park a Call Feature 462 Feature 444 then lt call park extension gt or accept the default See Viewing the Call Logs See Call Park Call Pickup Directed Feature 455 then lt security code gt then lt destination gt Or 455 lt security code gt lt destination gt See Directed Call Pickup Call Pickup Group Feature 456 then lt security code gt Or 456 lt security code gt See Group Call Pickup Camp On Feature 469 then lt destination gt Completes call when busy destination extension becomes available See Camping on a Busy Extension Feature Codes 67 Table 11 VCX Feature Codes Alphabetical by Feature or Task continued Feature Feature Code Entry Description Class of Service COS Feature 433 then lt your extension gt See Class of Service Override Override then lt your mailbox password gt then lt outside party number gt Conference Call Feature 430 then lt destination gt then Feature 430 See Setting up a Conference Call Display Software Version Feature 837 Dis
67. g Scom VCX Business Telephone Guide VCX V7000 IP Telephony Solution System Release 7 0 Part Number 900 0330 01 Rev AC Published February 2006 http www 3com com 3Com Corporation 350 Campus Drive Marlborough MA 01752 3064 Copyright 2006 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
68. g quickly Dialing an emergency call Complement The Complement Attendant Software CAS application is an optional Attendant VCX component which requires a license On your personal computer Software the Complement Attendant Software displays your telephone directory in a series of tabs Each tab sorts the directory by a different type of information for example by last name by department or by extension Figure 6 shows the Complement Attendant Software main window Figure 6 Complement Attendant Software Main Window CAS Version X6 0 0 CE El Caller 1D Dialed Number Status Duration J Release iy l O a LO uee Wy Transfer ate conference 3e cerce EH Main Directory Quick List Hidden List Extension Status Department Notes n 412812005 11 43AM Complement Attendant Software 43 The main window includes three areas a The Call List appears on the top part of the window and displays currently active calls See Table 9 a The Command Buttons appear below the Call List and perform operations on a selected call See Table 10 a The Directory List appears on the bottom of the window and lists phone extensions and users in the system directory See Table 9 The Call List and Command Buttons are separated from the Directory List by a horizontal bar that allows you to resize the lists This is very useful if you want to display more of the Call List and less of the Directory List To resize the lists
69. g the 3105 Attendant Console Label Cover 125 Opening the 3105 Attendant Console Label Cover For instructions on how to create and print labels see Printing Labels on page 40 Figure 15 3105 Attendant Console Label Cover Tabs After you print the labels and then cut them out remove the plastic cover from the Attendant Console by pulling up on the two tabs at the top of the Attendant Console until the top of the cover pops off Moving Your Each VCX telephones is uniquely identified by an IP address You can Telephone move your telephone to another location within your calling domain connect it to any Ethernet jack on the LAN and still maintain all of your personalized features speed dials and extension number Swapping Your administrator assigns a password for your telephone This password Telephones associates your telephone extension and mailbox with your account This may allow you to configure another VCX phone in the system to duplicate your primary phone This means if you are away from your primary phone for example in a different office you can program the local phone to use your extension Any calls made to your extension will ring in both locations and you can access your mailbox from either phone See the overview section in the chapter that describes your telephone for more information 126 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE
70. ge advanced VCX telephone features change your web login password and modify your personal account information The VCX User Interface is a web based application Before you begin obtain the following information from your system administrator a Web login username a Web login password m Web address URL for the VCX User Interface Your browser must have cookies and Java script support enabled to start a VCX User Interface provisioning session To log in to the VCX User Interface In your web browser s address bar enter the VCX User Interface web address and press Enter On the 3Com VCX V7000 Networked Telephony Solution window click User Interface The Login dialog box appears In the Username field type your web login name 4 In the Password field type your web login password To clear the username and password fields click Reset Click Submit The VCX User Interface displays the Welcome window VCX User Interface Overview The Welcome window illustrates the general structure of the VCX V User Interface The left column displays four options a Welcome a My Extensions a Calling Features a Log Out VCX User Interface Overview 103 Each option except Log Out is associated with a set of tabbed pages shown on the right side of the window When you select an option the set of tabbed pages changes Click on a tab to display its contents Each tabbed page includes a text box that describes the purpose of t
71. hat has labels for your attendant console Edit the label template by clicking any of the label text boxes to highlight the existing text and then typing new text 8 Press Tab to move to the next text field in the label 10 11 12 gt Attendant Console Status Lights Click the Print button at the top of the LabelMaker screen to open the Print dialog Specify which page you want to print Typically the default is to print all pages Click Print Cut out the labels and put them in the label holders of your attendant console To save the edited LabelMaker click the Save button at the top of the LabelMaker screen Or you can click File gt Save As to save the LabelMaker to a new location To reuse your saved LabelMaker run the file that you saved to your computer If you download the LabelMaker from the 3Com web site you always get the default version If you save the default version to the same place you saved an earlier edited version you overwrite the earlier version An Access button that is set up for incoming and outgoing calls is called a System Appearance button The light beside each System Appearance button indicates its status See Table 8 42 CHAPTER 4 VCX ATTENDANT CONSOLES MODEL 3105 AND COMPLEMENT ATTENDANT Table 8 Status Indicator Lights for System Appearance Buttons If the light is The line is Off Available for use Steady In use Blinking Do Not Disturb is enabled Blinkin
72. he page Each text box also includes a Help button If you need more information on a page click Help to launch the VCX User Interface online Help system The following list provides a brief description of the features you can manage on each tabbed page For detailed information refer to the online Help Note that some features must be enabled on the phone after configuration in the VCX User Interface These features are noted in the list a Welcome a Welcome Provides an initial welcoming page that can include current system information such as mailbox capacity and the number of new and saved messages My Information Displays name and address information that you can modify as necessary Also enables you to change the size of the font used in your telephone s Display Panel a Web Login Allows you to change the password you use to access the VCX User Interface a Directory Allows you to search a directory of other system users to find name and extension information The directory can be either local users whose phones are connected to the same VCX call processor or global all the users in a multi site enterprise that includes regional branch and local offices Search criteria can include first name last name extension or location If you do not enter search criteria all users are displayed a My Extensions Call History Allows you to view the call history for your phone for example the calling
73. he Display Panel you can scroll through the list of missed calls and to show you the name of the calling party Press the first button again to automatically dial the listed extension You can also use the Display Panel to view or enable the following features a Call History Displays logs of your recent missed answered and dialed calls See Viewing the Call Logs a User Directory Displays a directory of the people in your organization See Viewing the User Directory Speed Dial Displays configured speed dial numbers See Speed Dialing a Call Features Displays the list of telephone features note that some features may be disabled by your administrator AN Controlling the Volume 55 a Silent Monitor When enabled by your administrator allows you to monitor another user s phone calls See Silent Monitor and Barge In a FWD Universal Allows you redirect incoming calls to another destination unconditionally See Call Forwarding a FWD Busy Allows you redirect incoming calls to another destination when your phone is busy See Call Forwarding a FWD Ring No Answer Allows you redirect incoming calls to another destination when your phone rings but is not answered See Call Forwarding a Remote Forward Universal Allows you to configure the forwarding options of another phone from your phone See Remote Call Forward a Call Park Allows you to place a call in a holding pa
74. he Fixed Support Bracket a Moving Your Telephone Swapping Telephones a Cleaning Your Telephone a Troubleshooting Problems 118 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE Connecting the Telephone Although the connector layout varies between telephones all VCX telephones and attendant consoles use these symbols to identify the connectors Power connection for an AC power adapter Ethernet cable that conforms to the Power over Ethernet IEEE 802 3af J Network connection Connects the device to the network A powered standard is acceptable for 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 an VCX Attendant Console to the network E Switch port for connecting a computer or other network device such as Handset connector O Headset connector Model 3102 and Model 3103 only Figure 7 shows underside of the VCX 3102 Business Telephone as an example of possible connection points Connection details for each type of VCX device are listed on the packing sheet that is shipped with the device Connecting the Telephone 119 Figure 7 Underside of the VCX 3102 Business Telephone 1 2 3 4 8 Q 17 a 0 a 82 yy ot f 8G yy Hn F LS CAUTION The VCX system operates over the L
75. he display 54 CHAPTER 5 BASIC TELEPHONE OPERATION The list of new messages in the Display Panel depends on the status of each message A new message can be a Unreviewed An unreviewed message has never been listened to or acted upon saved or deleted a Reviewed A reviewed message has been listened to but has not been acted upon saved or deleted A message may reach this state if you listen to the message and then hang up The Display Panel shows the number of messages in your mailbox and the MWI is lit only if you have at least one unreviewed message If you review the last new message and do not act on it the Display Panel shows the date and extension and MWI is off If your mailbox then receives a new message the Display Panel shows the following and MWI is lit 2 Msgs 1 New The 2 Msgs include the just received new unreviewed message and the other message which is new but reviewed The 1 New indicates the just received new unreviewed message The Display Panel also shows the number of missed calls Missed calls include unreviewed messages in your mailbox and any other calls that you did not answer For example you can configure your default call coverage point to be no coverage In this case if you do not answer a call when the call terminates the caller hears a busy tone and the call is not forwarded or sent to your mailbox The Display Panel on your phone shows Missed 1 If you press the first button below t
76. idge lines are in use a call to the primary extension rings on a primary phone SA line and does not ring on the secondary phone If all bridge lines and SA lines are in use on the primary a call is forwarded to the Call Forward Busy destination configured for the primary phone Topics in this section describe how bridged calls are handled when certain VCX features are invoked by the primary phone user the secondary phone user or both users Do Not Disturb and Bridged Line Calls If the primary phone enables Do Not Disturb and a call rings on a secondary phone there is no call indication on the primary phone the phone does not ring and the BSA light does not blink Once the call is answered or put on hold the primary phone s BSA light does indicate call status m f the primary phone enables Do Not Disturb a call goes directly to the primary phone s call coverage point if 112 CHAPTER 8 USING THE VCX USER INTERFACE a All secondary phones have enabled Do Not Disturb a No secondary phone is available If the primary phone enables Do Not Disturb and no secondary phone answers the call the call goes to the primary phone s Call Forward destination when the Call Forward Ring No Answer ring timeout value is reached If a secondary phone enables Do Not Disturb and other secondary phones are available or the primary phone is available the call rings on one of the other phones If a secondary phone enables Do Not Disturb and
77. ight gray text your administrator has locked that function button mapping and you cannot remap it See the online help for more information Enabling Bridged Extensions This section describes how to enable and use bridged extensions set up through the VCX User Interface Enabling Bridged Extensions 109 The VCX system allows you to set up your extension so that other users can receive your calls at their phones Through the VCX User Interface you can grant permission to up to four other users to receive calls intended for your extension that is you are bridging your extension to their phones The bridged phone is sometimes referred to as the primary phone The phone receiving bridged calls is sometimes referred to as the secondary phone A bridged extension is typically used by an administrative assistant the secondary phone to accept calls for one or more managers primary phones Or one manager primary phone may be monitored by multiple assistants secondary phones The primary phone and the secondary phone or phones can be located at different sites Bridging an extension requires three steps On the phone whose extension you want to bridge for example extension 1000 a Log in to the VCX User Interface select the My Extensions option then access the Bridge Permissions tabbed page b Specify the extension for example extension 1001 that you want to receive a bridged call and click Add The bridge
78. igure 8 VCX 3102 Label Plate 5 scil ro 2OOOO SPEAKER HOLD REDIAL CONFERENCE TRANSFER The articulating support bracket is common to the following devices a 3Com 3105 Attendant Console a 3Com 3102 Business Telephone Figure 9 Figure 10 and Figure 11 show a 3102 Telephone The instructions apply to all telephones Attaching and Adjusting the Articulating Support Bracket 121 Figure 9 Attaching the Support Bracket To attach the support bracket 1 snap the bracket into the mounting supports 2 on the bottom of the telephone After you connect the cables to the phone press the cables into the cable management clamps 3 on the stand To adjust the support bracket press to release the lock tab 1 rotate the bracket to the position that you want and then release the lock tab 122 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE Figure 11 Wall Mounting a 3102 Telephone When you mount a 3101 3101SP 3102 or 3103 telephone on a wall attach the support bracket and adjust it so that the bottom of the support bracket rests against the bottom supports on the telephone 1 Safe wall mounting requires 3 4 inch drywall and 1 5 inch drywall screws Attaching and Adjusting the Fixed Support Bracket Low Profile and High Profile Positions The fixed support bracket is supplied with the Model 2102 Business Telephone The fixed support bracket can be attached in low profile high profil
79. information the system will prompt you for it when you press the button As noted in Access Buttons the programmable Access buttons for the Model 2102 phone are located in the right column of 12 buttons The buttons are numbered bottom to top 1 through 12 The default 3Com supplied button functions are shown in Table 4 Ask your administrator if these defaults have changed Table 4 3Com Default Button Mappings for the Model 2102 Telephone Button Number Feature Additional Information 12 Do Not Disturb None 11 Call Forward All Destination number 10 Personal Speed Dial 1 First personal speed dial number 9 Personal Speed Dial 2 Second personal speed dial number 8 Personal Speed Dial 3 Third personal speed dial number 7 Personal Speed Dial 4 Fourth personal speed dial number Remapping Model 2120 Button Functions 1 Assigning Model 2102 Access Button Functions Using the TUI 25 Table 4 3Com Default Button Mappings for the Model 2102 Telephone Button Number Feature Additional Information 6 Personal Speed Dial 5 Fifth personal speed dial number 5 Personal Speed Dial 6 Sixth personal speed dial number 4 Personal Speed Dial 7 Seventh personal speed dial number 3 System Line 3 Third line for making receiving calls cannot be reconfigured 2 System Line 2 Second line for making receiving calls cannot be reconfigured 1 System Line 1 First line for making r
80. ion wall mount bracket 123 problems solving 117 programmable access buttons 2102 Business Telephone 21 3102 Business Telephones 31 R redialing 51 registrations through the VCX User Interface 104 relocating telephones 125 Remote Call Forward 93 ring no answer call forwarding set through VCX User interface 106 set with a feature code 84 ring patterns setting through the VCX User Interface 103 RJ 11 jack caution avoiding use with VCX telephones 119 RJ 45 jack caution using instead of RJ11 119 S security wall mount bracket 124 selective ringing setting through the VCX User Interface 105 Silent Monitor 90 blocking 92 site codes 52 speaker phone O 131 problems with 127 using 51 speed dialing 79 configuring personal numbers 80 dialing personal numbers 82 dialing system numbers 83 editing personal numbers 82 one touch 79 personal 79 system 80 viewing configured numbers 83 speed dials problems with 127 status lights 2102 Business Telephone 23 3102 Business Telephone 33 support bracket 1102 2102 2102 IR security wall mount 124 3102 attaching 120 support brackets 3105 attaching 120 system speed dials 80 T telephone support brackets 3102 120 3105 120 telephones cleaning 126 connecting 118 logging in 48 mounting 2102 122 mounting 3105 120 mounting 3102 120 moving and swapping 125 passwords 48 time zone setting through the VCX User Interface 104 transferring a call 59 attended 59 serial 60
81. is message appears for missed calls No more missed calls The three Soft buttons below the Display Panel have the following functions when viewing the Call History To select a call from the list and dial the call automatically press the SIct button m To return to the previous menu press the Back button a To exit the Call History display press the Exit button Viewing the User Directory You can view a list of users in your organization and their extensions in the Display Panel When you select a displayed user your VCX phone automatically dials the extension Controlling Caller ID 73 The Users Directory can be local or global a Local users are typically located in the same office and share the same call processor a f your VCX system includes multiple sites for example regional and branch offices each with one or more VCX call processors you can display a global directory of all the users in your organization Note that this option must be configured by your administrator By default you can view the local user directory The global directory is also available through the VCX User Interface see Chapter 8 To view the User Directory use one of the following access options a If you have a Business Telephone either Model 2102 or 3102 press the Directory button a Press Feature 461 and select User Directory from the Main menu The Display Panel lists two options for the User Directory a Press 1 to dis
82. ivating Do Not Disturb m The second button is for the Call Forward All feature See Call Forwarding Line Status Lights 23 a The next 7 buttons are set to the first seven speed dial codes that you assign using the VCX User Interface through your web browser or the telephone keypad See Speed Dialing 8 These three Access buttons System Appearance buttons SA1 SA2 and SA3 are lines for incoming and outgoing calls Line Status Lights The light for each Access button for each line system appearance indicates the status of the button Table 3 lists the light pattern associated with the status of each line Table 3 Status Indicator Lights Light Status Off The line is available for use Steady The line is in use Fast blink The line is ringing Slow blink The line is on hold When you are on a call you can answer another call while the line status light is flashing Put the first call on hold and then press the Access button for the new incoming call Assigning Model 2102 Access Button Functions Using the TUI This section describes how to use the Telephone User Interface TUI to view and possibly modify the VCX features associated with the Access buttons on your telephone You can also use the VCX User Interface to view and modify button mappings see Assigning Access Button Functions Using the VCX User Interface When a VCX system is configured your administrator assigns maps
83. l Park Call History Enables you to view the last 10 missed answered or dialed calls on the Display Panel See Viewing the Call Logs 13 14 15 16 Status Lights 33 Feature button Allows you to access features that are not assigned to an Access button on your telephone For more information on feature codes see Chapter 6 Local Directory Lists in the Display Panel all the users in your organization and their extensions You can use the Soft Buttons to sort the list and select an entry Selecting an entry automatically dials the extension See Viewing the User Directory OK button Press the OK button to send a call Release button Press this button to disconnect a call Status Lights An Access button that is set up for incoming and outgoing calls is called a System Appearance button The light beside each System Appearance button indicates its status See Table 5 Table 5 Status Lights for System Appearance Buttons If the light is The line is Off Available for use Steady In use Blinking quickly Ringing Blinking slowly On hold Assigning Model 3102 Access Button Functions Using the TUI This section describes how to use the Telephone User Interface TUI to view and possibly modify the VCX features associated with the Access buttons on your telephone You can also use the VCX User Interface to view and modify button mappings see Assigning Access Button Functions
84. last telephone number or extension that you called See Making a Call to a Remote Office 16 17 18 19 Access Buttons 21 Speaker button Enables you to use the speaker phone feature Press the Speaker button before you dial a call when your telephone is ringing or while a call is in progress To turn the speaker off and resume the conversation pick up the handset Volume control buttons Enables you to adjust the volume of the ringer the speaker or the handset See Controlling the Volume Mute button Use this button to prevent callers from hearing you while you can still hear your callers See Muting Calls Hands Free button Allows you to answer internal intercom calls without picking up the handset An external call a call from outside your VCX system rings to your telephone as usual See Using the Hands Free Feature The light next to the Hands Free button remains red as long as this option is enabled Access Buttons Figure 2 shows the 18 Access buttons a The column of six buttons on the left side labeled 1 through 6 in the figure have programmed functions that cannot be modified These buttons do not have associated indicator status lights a The column of 12 buttons on the right labeled 7 and 8 in two groups in the figure are assigned default functions described in the following list by 3Com Your administrator can change these defaults and may allow you to reprogram some or all
85. leave a message and navigate through the voice mail options a Ifa hunt group call is routed to a voice mailbox or Auto Attendant call coverage point but the routing fails for example because no ports are available the call is requeued for the hunt group a Each time a call is put back in a hunt group queue it is treated like a new call a f you are a member of one or more hunt groups the phone message button acts as a MWI for the hunt group voice mailbox even if you are not logged in to the hunt group Pressing the message button displays a menu which shows number of new messages in each mailbox including your personal mailbox You can use the arrow navigation 100 CHAPTER 7 STANDARD FEATURES Viewing Hunt Group Membership and Status keys to locate a voice mailbox Press the message button to access the selected mailbox You can use the Telephone User Interface to view the hunt groups you belong to and your current login status for each group To view hunt group information enter the following feature code Feature 972 The Display Panel on the phone displays the hunt groups you belong to and your current status Use the up and down scroll buttons to navigate through the hunt group list The first line displays the name and number of the hunt group The second line displays your current status m Press soft button 1 below the Display Panel to change your current login status m Press soft button 2 or 3 below the Di
86. lent Monitor and Barge In The VCX system supports Silent Monitor and Barge In These two features are typically used in call centers to allow supervisors to listen to monitor and optionally join barge in a conversation between an agent and a customer to ensure proper customer support Unless the supervisor barges in neither the agent or the customer are aware that the supervisor is monitoring the call To invoke Silent Monitor the supervisor enters a feature code followed by the extension to be monitored see Monitoring a Call The supervisor in this case is defined as a user who is allowed to invoke the Silent Monitor feature for that particular extension Permission to monitor one or more extensions is configured through the VCX Administrator Interface see the VCX Administration Guide The supervisor must use a phone with a Display Panel not a 3Com Model 3100 Entry Telephone If a supervisor attempts to monitor an extension without permission the supervisor hears an error tone and the LCD shows unauthorized The supervisor and the monitored agent can be located at different sites If a supervisor attempts to monitor an agent s extension the supervisor phone LCD will display the error message no calls to supervise if a The agent is not logged in a The agent is not on a call a The agent is currently monitored by another supervisor While in Silent Monitor mode the supervisor can join the conversation by entering the fea
87. line 84 106 ring no answer 84 106 setting up 105 history through the VCX User Interface 103 viewing 72 call park 85 call pickup 88 feature interaction 89 call waiting 79 Caller ID sending or blocking 73 caller ID controlling 108 calling Hunt Group 96 calls answering 50 answering a second call 50 58 answering for a group 88 answering for another user 88 camp on 75 dialing a second call 58 dropping 53 forwarding to call coverage 107 forwarding to voicemail 77 forwarding using feature codes 83 forwarding using the VCX User interface 105 holding 58 making 50 missed 54 muting 61 parking 85 redialing 51 tracing a malicious call 62 transferring 59 camp on 75 circular Hunt Group 96 Class of Service overriding 52 cleaning telephones 126 C w 130 INDEX Complement Attendant Software 37 buttons and keyboard shortcuts 44 features 42 interface 43 conference call announced 75 setting up 74 unannounced 75 configuration interface options 16 connecting telephones caution RJ 45 versus RJ 11 jacks 119 electrical power 118 D ial tone troubleshooting an NBX Telephone 126 ialing a remote office using a site code 52 using a unique extension 51 ialing while on a call 58 irected call pickup 88 irectory of users global 72 local 72 isplay panel using 72 Do Not Disturb activating 61 dropping calls 53 ag Q Q OQ Q E electrical shock avoiding 126 extensions bridging 108 F feat
88. m handles your calls when you do not answer a call your extension is busy or your calls are forwarded to another extension See Enabling Call Forwarding for additional information Call Coverage Allows you to set your default call coverage point The configured call coverage point determines the destination of a call that is either not answered in time or cannot be answered because the destination is busy or unreachable logged out or disconnected from the network The default destination for unanswered calls is voice mail See Configuring a Call Coverage Point a Selective Ringing Enables you to set distinctive ringing tones to identify individual callers a Privacy Allows you to control whether the VCX system sends your Caller ID when you make a call See Controlling Caller ID Call Restrictions Allows you to block incoming and outgoing calls that match specified patterns Group Features a Hunt Groups Allows you to view the hunt groups you belong to and your current login status for each group See Hunt Groups a Page Groups Allows you to view the page groups configured on your system When you dial the group page extension speakers are activated on the telephones that are members of the group As you speak into your handset your voice is broadcast on the activated speakers See Paging a Call Pickup Groups Allows you to view the call pickup groups you belong to and the other members of
89. mail m If the primary phone enables Call Forward Universal calls to the primary go to the Call Forward Universal destination immediately and do not ring on the primary or secondary phones a f asecondary phone enables Forward to Voice Mail or Call Forwarding to another extension these settings affect only calls to the secondary phone extension A bridged call rings on both the primary phone and secondary phone a Ifa call is ringing on the primary phone and the secondary phone and the primary phone user presses the Forward to Voicemail button the call is forwarded to primary phone s voice mailbox and the secondary phone stops ringing a Ifa call is ringing on the primary phone and the secondary phone and the secondary phone user presses the Forward to Voicemail button call will continue ringing on both phones 114 CHAPTER 8 USING THE VCX USER INTERFACE Call Transfer Call Conferencing and Bridged Line Calls Bridged calls can be transferred by either the primary phone or the secondary phone The primary phone user and secondary phone user can also set up a conference with a bridged call If the primary phone is on a bridged call and presses the Transfer button the primary phone user hears a dial tone The user can then enter a telephone number to start attended or unattended call transfer While the primary phone user enters the phone number the calling party is put on hold However the light for BSA line on the secondary
90. mber and initial password to your phone If you hear a dialtone and the Display Panel on your phone shows the date time and a telephone extension you are logged in and can make calls Extension 1001 Feb 17 08 12 00 Note that your administrator initially determines the format for the date and time display You can change this format and time zone location of your phone through the VCX User Interface See VCX User Interface Overview and the VCX User Interface online Help If you do not hear a dialtone and the Display Panel on your phone shows the following information you are not logged in and cannot make calls Use Program btn to login Logged out from PBX To log in to your phone Press Program 5 6 For phones without a Program button press Feature 410 5 6 The Display Panel shows Enter Password Enter your password and press If the password you entered is associated with the phone extension you are logged in If the Display Panel alternately shows the following information the password you entered is not associated with the phone extension or the extension has not yet been assigned to the phone Invalid number password Then Unable to contact PBX Logged out from PBX Changing Your Password Logging In to Your Telephone 49 In this case use the following steps to log in to your phone Press Program 5 4 For phones without a Program button press Feature 410 5 4 The Display Panel shows
91. n a new value to a button function For example you could reprogram a button to add another personal speed dial or you could change the number dialed for an existing speed dial button See Assigning Access Button Functions Using the VCX User Interface for more information Registrations Lists all phones on which you are currently logged in Passwords Enables you to set the login password for your phone extension This password is also used for mailbox access and must be synchronized with IP Messaging see the VCX User Interface online help Date Time If you log in to a phone in another time zone you can use this option to update the VCX system with your current time zone information Also allows you to change the date time format which is initially set by your administrator a Calling Features Personal Speed Dials Allows you to set up personal speed dial codes for up to 9 phone numbers System Speed Dials Allows you to view the system wide speed dial numbers configured on your system by your administrator You Enabling Call Forwarding 105 cannot add modify or delete a system speed dial number However you can export the list to a Microsoft Excel spreadsheet You can also map a system speed dial number to a button on your phone see Assigning Access Button Functions Using the VCX User Interface See Dialing System Speed Dial Numbers Call Forwarding Allows you to control how the VCX syste
92. n press the up or down Volume Control buttons repeatedly until the volume is at the level you prefer You can change the volume during a conversation or by listening to the dial tone a Headset Volume Model 3102 only During a call press the up or down Volume Control buttons repeatedly until the volume is at the level you prefer a Speaker Volume To raise or lower the volume of the speaker press the Speaker button and then press the up or down Volume Control button repeatedly until the volume is at the level you prefer You can change the volume during a conversation or by pressing Speaker and listening to the dial tone When you press a Volume Control button the Display Panel shows the volume setting as a series of dark vertical bars Repeatedly pressing a Volume Control button raises the volume increases the number of displayed bars or lowers the volume decreases the number of displayed bars You can also use Feature Codes to adjust the volume Pressing Feature 102 raises the volume increases the number of displayed bars by one Pressing Feature 103 lowers the volume decreases the number of displayed bars by one Using the Hands Free Feature 57 Using the Hands Free Feature gt 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
93. nd a page to that group you just need to know the extension for that group A page is subject to the following restrictions You cannot park transfer hold conference or pick up a page You cannot camp on a page group extension a A page cannot be bridged see Enabling Bridged Extensions for information about bridging If you are sending or receiving a page you can drop the page by using the speaker button to disconnect the page by picking up and replacing the receiver or by pressing the Release button You can view the page groups the group extensions and the members of those groups by accessing the VCX User Interface see Accessing the VCX_User Interface To page a group 1 Pick up the handset 2 Dial the appropriate page group extension When you dial the page group extension speakers are activated on the telephones that are members of the group 3 Speak the message you want to broadcast into the handset 4 Hang up when you are finished 88 CHAPTER 7 STANDARD FEATURES Call Pickup gt Directed Call Pickup Use the Call Pickup feature to answer a call that is ringing on another telephone There are two types of call pickup a Directed Call Pickup Allows you to answer a call ringing on the phone of a specific user Both you and the other user must be members of the same Directed Call Pickup group Each Directed Call Pickup group is assigned a security code by the administrator You must
94. ndant Serial Call to any of the four buttons See Serial Transfer Labels You can print labels for your Attendant Console using the LabelMaker utility which is available through the 3Com web site See Printing Labels Label cover tabs Allow you to unsnap the plastic cover to insert labels 40 CHAPTER 4 VCX ATTENDANT CONSOLES MODEL 3105 AND COMPLEMENT ATTENDANT Printing Labels 7 Access buttons If your administrator has mapped an extension to an Access button a light next to the button indicates whether the line is available or in use or whether an assigned feature is enabled See Attendant Console Status Lights Your administrator uses the VCX Administrator web interface to map telephone extensions to Access buttons numbers The interface numbers each button For example the administrator may say that extension 4001 is assigned to button 1 extension 4002 is assigned to button 2 and so on On the Attendant Console the buttons are numbered from top to bottom starting in the top left corner However no number physically appears next to a button a The first five buttons from the top in the left column correspond to Access buttons 1 through 5 The bottom four buttons are always the Feature buttons a The second column of nine buttons correspond to Access buttons 6 through 14 a The third column of nine buttons correspond to Access buttons 15 through 23 a The fourth column of nine buttons correspon
95. nel shows the extension of the phone receiving the forwarded calls in this case 1002 c Delete the extension number by pressing Soft button 3 followed by Soft button 2 then press m On extension 1000 press Feature 465 Hunt Groups Your administrator can establish formal and informal call centers so that incoming calls can be directed to several telephones that have been associated into hunt groups A call center is a general term that refers to any system that accepts incoming calls to a site ensures that those calls are sent to the proper destination within the site and manages database records on call activity and distribution The call center can be used for example as a help desk a reservations counter an information hotline or a customer service center Incoming calls that arrive at your company can go either to Hunt Groups 95 a Your extension and the call coverage point you have set up see Configuring a Call Coverage Point a A hunt group that follows the call coverage path assigned by an administrator for that group A hunt group is a group of VCX phone extensions that are configured under a virtual extension An incoming call to the virtual extension rings on the phone of one hunt group member If that member s telephone is in use or if that member does not answer the call the system hunts for another member of the group until the call is answered or is forwarded to the group call coverage
96. nfiguring a Call Coverage Point A call coverage point determines how the VCX system treats an unanswered call A call is considered unanswered for the following reasons a The call rings and is not answered before the call coverage ring timeout value is reached The default timeout value is 20 seconds Note that Call Forward settings take precedence over Call Coverage Point settings Furthermore the Call Forward Ring No Answer feature also has a ring timeout value The default timeout value for this feature is also 20 seconds The Ring No Answer timeout value has priority over the call coverage timeout value If the Ring No Answer timeout value is greater than the coverage timeout value the coverage timer is ignored so the call can be forwarded to the Call Forward destination a The call cannot be answered because the destination is busy or unreachable logged out or disconnected from the network The default call coverage point is voice mail However your administrator can specify a different default for all subscribers or you can set your own call coverage point There are four possible call coverage points a Voice mail the default a The Auto Attendant a A telephone number internal or external m No coverage 108 CHAPTER 8 USING THE VCX USER INTERFACE gt If the no coverage option is selected and a call is not answered the caller will hear a busy tone or an error message depending on the reason for the unanswered
97. no other secondary phones are available the call rings on the primary and there is no indication of the call on the secondary phone a f the primary does not answer the call goes to the primary phone s Call Forward destination when the Call Forward Ring No Answer ring timeout value is reached If the primary does answer or put on hold the secondary phone s SA light does indicate call status If neither the primary phone or the secondary phones have Do Not Disturb enabled a call rings on both phones If the primary phone user presses the DND button while the call is ringing it stops ringing and the BSA light stops blinking but continues to ring on the secondary If the secondary does not answer the call goes to the primary phone s Call Forward destination when the Call Forward Ring No Answer ring timeout value is reached If the secondary phone user presses the DND button while the call is ringing it stops ringing and the SA light stops blinking but continues to ring on the primary If the primary phone does not answer the call goes to the primary phone s Call Forward destination when the Call Forward Ring No Answer ring timeout value is reached If the primary and secondary phone users both press the DND buttons while the call is ringing it stops ringing and the SA light stops blinking on both phones The call goes to the primary phone s Call Forward Busy destination If the primary phone enables Do Not Disturb a call
98. on s coverage This call coverage point must be either voice mail or Auto Attendant the call cannot fall back to another extension or to no coverage see Configuring a Call Coverage Point For example a call to extension A gets forwarded to extension B if extension A is busy Extension A has also enabled the Fall Back option Extension A receives a call that gets forwarded to extension B However extension B is also busy Instead of sending the call to extension B s coverage point or call forwarding destination VCX returns the call to extension A s voice mail or Auto Attendant You can configure the Call Forward Fall Back to Coverage feature through the VCX User Interface only This feature cannot be configured through the Telephone User Interface gt Configuring a Call Coverage Point 107 To set up call forwarding log in to the VCX User Interface select the Calling Features option then access the Call Forwarding tabbed page Enable the appropriate forwarding conditions and click Save If you configure and enable any call forwarding option through the VCX User Interface the option becomes effective the next time your phone registers with the VCX call processor ask you administrator about registration intervals Your administrator may prevent you from configuring Call Forward All Call Forward Ring No Answer or Call Forward Busy to an external outside the enterprise number See your administrator for information Co
99. on that is in a locked state Press the Program button once The Display Panel prompts you to select the button whose information you want to change Press the button The Display Panel prompts you for the required information VCX ATTENDANT CONSOLES MODEL 3105 AND COMPLEMENT ATTENDANT The VCX Attendant Console Model 3105 and the VCX Complement Attendant Software CAS application enable a receptionist to handle high call volumes efficiently Although receptionists are the primary users of the Attendant Console and the CAS the two can also be used by busy sales representatives and others who receive a high volume of telephone calls or who make frequent calls to the same telephone numbers This chapter includes the following topics a VCX Attendant Console A device that works along with VCX telephones to increase call handling capability In many offices the Attendant Console is used by a receptionist or switchboard operator who is referred to in this guide as the receptionist a Complement Attendant Software CAS A software application installed by an administrator that allows a receptionist to answer and route calls using a personal computer The Attendant Console and VCX Complement Attendant Software application can be used at the same time However a When incoming calls appear on the Attendant Console you must handle them using the buttons of the console a When calls appear on the CAS comp
100. one features to the conference room phone for one call only To activate the one call only Class of Service Override from any VCX telephone Pick up the handset Press Feature 433 The Display Panel prompts you for the required input Enter your telephone extension 4 Enter your password and press Enter the destination number as you would from your own VCX telephone When you use Class of Service CoS Override any reports that are generated on the VCX system indicate that the CoS features of your own VCX telephone were applied temporarily to the telephone on which you made the call Terminating Calls You can terminate a call hang up by replacing the handset Alternatively depending on your phone model you can press the Release button or if the call is on Speaker turn the Speaker off by pressing the Speaker button Using the Telephone Display Panel The Display Panel shows the current date and time and your extension number It can also show features that you have enabled For example if you enable the feature that forwards all incoming calls to your voice mailbox the Display Panel shows Fwd Voice Mail The Display Panel can also list telephone status messages Caller ID information if enabled and the number of new messages voice e mail and fax that you have in your mailbox If the Display Panel contains more than two lines of information use the up and down scroll buttons to navigate through t
101. operation of the Feature buttons Your administrator configures the feature assigned to a particular Feature button using the VCX User Interface Central Management Console The feature to button mappings described in the list following Figure 5 are the defaults and may not correspond to your configuration Your administrator also maps telephone extensions to Access buttons using the VCX Administrator web interface Figure 5 and the text that follows it describe the features on the VCX 3105 Attendant Console VCX Attendant Console 39 Figure 5 VCX 3105 Attendant Console oOo0oo0o0o00000 oOo0oo0o0o00000 oOo0oo0o0o00000 oOo0oo0o000000 oOo0oo0o0o00000 Oo0oo0o000000 hWN 8 Transfer button Enables you to send a call to another telephone See Transferring a Call 2 Hold button Places a caller on hold See Putting a Call on Hold 3 Conference button Allows you to set up a three way conference call See Setting up a Conference Call Call Park button Places a call in a holding pattern so that it can be retrieved from any other telephone on the system See Call Park Attendant Serial Call button Enables you to send a call to another telephone like Transfer but the call rings back to you when the destination hangs up You can perform another transfer or other action Not mapped to a button by default your administrator can map Atte
102. or example overnight 58 CHAPTER 5 BASIC TELEPHONE OPERATION It may take a few minutes for your headset to return from the power saving mode to the active mode when calls first come in so your telephone may not ring until the headset has returned to active mode and you may miss a call If you plan to not use the headset for a long time 3Com recommends that you set the mute and headset buttons on the amplifier to Off and hang up the handset on your telephone When you are ready to receive calls again set up the headset for receiving calls Pick up the handset on your telephone and set it on your desk 2 Put on the headset 3 On the amplifier set the headset button to On Putting a Call on Hold Music on Hold Dialing a New Call While on a Call Answering a New Call While on a Call 1 To put a call on hold While you are on a call press the Hold button This message appears in the Display Panel Hold To return to the call press the Hold button again or press the appropriate Access button If configured by the administrator callers on hold hear music while they wait You can put a call on hold dial a new call and toggle between the two calls Press the Hold button 2 Press one of the Access buttons not currently being used 3 When you hear dial tone dial the second call 1 You can put your current call on hold answer a second call and then toggle between the two calls When a new call ar
103. orward to voice mail the feature applies to all phones an incoming call rings once on all of the phones and is then sent to your voice mailbox If you enable forward to voice mail while one or more calls are ringing the pending calls are sent to your voice mailbox and forward to voice mail is enabled for all subsequent calls If you are a Hunt Group member personal non Hunt Group calls go to your voice mailbox However Hunt Group calls always ring on a member s phone regardless of your personal phone setting To forward incoming calls to your voice mailbox for a Business Telephone either Model 2102 or 3102 Press Fwd Mail The red light next to the button comes on All future calls are sent to your voice mailbox If forward to voice mail is not enabled you can send a call that is ringing and all subsequent calls to your voice mailbox by pressing Fwd Mail To disable this feature press Fwd Mail again The light goes out and calls ring normally To forward incoming calls to your voice mailbox for any VCX phone including the Basic phones which do not have a FWD Mail button Press Feature 440 All future calls transfer automatically to your voice mailbox 78 CHAPTER 7 STANDARD FEATURES a f you have not enabled this feature code you can send a call that is ringing and all subsequent calls to your voice mailbox by pressing Feature 440 a To disable this feature press Feature 440 All calls ring normally
104. ow the three hunt group types route incoming Calls Table 12 Hunt Group Behavior Linear Hunt Group Circular Hunt Group Calling Group Condition Result Result Result No members Go to call coverage Go to call coverage Go to call coverage All members logged out Go to call coverage Wait for a member to log in or until total timeout reached Go to call coverage All members busy Go to call coverage Wait for a member to become available or until total timeout reached Queue the call and wait for an available member or until total timeout reached All members available Route call to first member in the list Route call to the member following the member to whom the last call was routed Ring all member phones Total timeout reached gt Go to call coverage Go to call coverage Go to call coverage Hunt Group calls routed to a call coverage point always go to the point configured for the Hunt Group not to the point configured for or by the 98 CHAPTER 7 STANDARD FEATURES gt Logging In to a Hunt Group gt Hunt Group member that is the member s personal call coverage point If the member has Do Not Disturb enabled personal non Hunt Group calls go to the call coverage point However Hunt Group calls always ring on a member s phone regardless of the Do Not Disturb setting If your telephone is part of a bridged extension see Hunt Groups and Bridged Line C
105. peed dialing In addition your account includes a voice mailbox Voicemail features are provided by 3Com IP Messaging software These features such as listening to or sending messages are described in the IP Messaging guide associated with your messaging system See Additional Information Sources The settings on your telephone including your extension personal settings and system settings remain the same even when you move your telephone from one Ethernet jack to another as long as both Ethernet connections are part of the same network One of the benefits of a telephone configured with an IP address is portability Depending on how your administrator has configured the VCX system you may be allowed to configure another VCX phone in the system to duplicate your primary phone simply by logging in to the other phone using your password see Transferring Your Phone Settings to Another Phone Your VCX telephone can provide many features Some of these features are optional Your administrator determines which features are available for your telephone Initial Voice Mailbox Setup 15 Initial Voice Mailbox Setup When a caller dials your telephone number and you are unable to answer the call the caller hears a recording and is prompted to leave a message Before you can listen to messages in your voice mailbox you must record your name a personal greeting and change the default password you use to access your mailbox Yo
106. peed dial number you want to dial Press the first soft button under the Display Panel Your phone dials the number To exit the speed dial list in the Display Panel press the third soft button In addition to using the Program menu to list soeed dial numbers you can view the speed dial numbers configured on your phone by pressing Feature 463 The administrator can set up system wide speed dials for numbers that are dialed frequently by many internal users You can view the system wide speed dial list through the VCX User Interface see Chapter 8 for information or you can view and dial numbers from it using the telephone display panel To use a system speed dial number Pick up the handset or press the Speaker button Press the Feature button plus 700 plus the system wide speed dial number for the number that you want to call Alternatively you can scroll to System Speed Dials on the Display Panel press Slct scroll to the number that you want to dial and press SIct 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 Call Forwarding This section describes how to enable and use call forwarding features set up through the Telephone User Interface TUI You can also configure and enable call forwarding through the VCX User Interface See Enabling Call Forwarding You can use the TUI on your phone to specify 84 CHAPTER 7 S
107. play the Local Directory m Press 2 to display the Global Directory If the Global Directory in not enabled on your system the Display Panel shows No listing found The Display Panel shows the first user in the directory Use the Scroll buttons to locate a particular user The three Soft buttons below the Display Panel have the following functions when viewing the User Directory a Use the SIct button to select a user and dial that user s extension a Use the Back button to display sort order options a Press the SIct button to sort by first name a Press the Back button to sort by last name a Press the Exit button to sort by extension a Use the Exit button to return to the default Display Panel Controlling Caller ID This section describes how to enable and use Caller ID privacy features By default the VCX system shows your Caller ID your name and extension on the Display Panel of the telephone receiving your call if that telephone supports Caller ID You can control whether the VCX system 74 CHAPTER 7 STANDARD FEATURES sends your Caller ID when you make a call You can choose one of the following settings a Select one of the following settings for all your calls a Send Caller ID information Anonymous Now is disabled a Block Caller ID information Anonymous Now is enabled a Block Caller ID information for your next call This setting only applies when the setting for all calls is set to Send Caller ID informa
108. plays the current version of VCX software running on the phone Do Not Disturb Feature 446 See Activating Do Not Disturb Enable Disable Or 446 Hands Free Feature 100 Enables or disable the Hands Free feature See Using the Hands Free Feature Headset Feature 112 See Using a Headset Hold Feature 402 See Putting a Call on Hold Hunt Group or Calling Group Login Logout Feature 971 then lt hunt group number gt Or 971 lt hunt group number gt See Hunt Groups Hunt Group Status Feature 972 See Hunt Groups Login Logout phone Feature 128 Mute Feature 101 See Muting Calls Mute Ringer Feature 489 See Mute Ringer OK Feature 120 Displays OK in the Display Panel Used to make a call without waiting for the call completion time out value to expire Password Stored Locally Feature 434 then lt current password gt Stores the password you use to log in to your telephone on the phone locally If you use the VCX User Interface to change your password use this feature code to set the password stored on the phone thus synchronizing the passwords See Changing Your Password and the VCX User Interface online help for more information Program Feature 410 Displays the Program menu in the Display Panel Redial Feature 401 See Making a Call to a Remote Office Release Feature 111 Cancels the current operation 68
109. please contact 3Com and a copy will be provided to you UNITED STATES GOVERNMENT LEGENDS If you are a United States government agency then this documentation and the software described herein are provided to you subject to the following United States Government Legend All technical data and computer software is commercial in nature and developed solely at private expense Software is delivered as Commercial Computer Software as defined in DFARS 252 227 7014 June 1995 or as a commercial item as defined in FAR 2 101 a and as such is provided with only such rights as are provided in 3Com s standard commercial license for the Software Technical data is provided with limited rights only as provided in DFAR 252 227 7015 Nov 1995 or FAR 52 227 14 June 1987 whichever is applicable You agree not to remove or deface any portion of any legend provided on any licensed program or documentation contained in or delivered to you in conjunction with guide Unless otherwise indicated 3Com registered trademarks are registered in the United States and may or may not be registered in other countries 3Com and the 3Com logo are registered trademarks of 3Com Corporation VCX is a trademark of 3Com Corporation Other brand and product names may be registered trademarks or trademarks of their respective holders CONTENTS ABOUT THIS GUIDE Conventions 10 Figures 10 Related Documentation 11 Comments 12 GETTING STARTED VCX Telephone Over
110. ppens follow steps 1 and 2 to log in 50 CHAPTER 5 BASIC TELEPHONE OPERATION Answering a Call To answer an incoming call lift the handset Alternatively you can press the Speaker button If you have enabled Handsfree Active on Intercom you can simply speak to answer internal calls If your phone includes multiple access lines press the Access button for the line on which the new call is arriving the light next to the button will be flashing Unanswered calls are sent to either your call coverage point which by default is your voice mailbox or your configured call forwarding destination See Configuring a Call Coverage Point or Call Forwarding Answering a Second Call On 3Com Business Telephones when a new call arrives while you are on a call Press Hold to put the current call on hold Press the Access button for the line whose status light is blinking indicating a new call To return to the earlier call hang up the new call or put it on hold or transfer it and then press the Access button for the original call Making Calls gt Making Internal Calls 1 This section describes standard dialing features The VCX administrator can configure calling restrictions for some one or all the phones at a site These restrictions may limit the outbound calls external or to another company site a phone can make Ask your administrator if any calling restrictions have been implemented on your phone s
111. r information about the 3105 Attendant Console see Chapter 4 To verify the model number of your telephone refer to the label under the phone 28 CHAPTER 3 VCX BUSINESS TELEPHONE MODEL 3102 Buttons and Figure 3 shows the buttons and controls on the VCX Model 3102 Controls Business Telephone Figure 3 VCX Model 3102 Business Telephone June 29 10 34 am Extension 1085 c Cs 17 16 15 1 Soft buttons Use the soft buttons to navigate through Display Panel options A button s function depends on the option selected The buttons are left to right a Sict Select Use this button to select a displayed item For example you can use this button to automatically dial a previously placed or received call or a missed call a Back Use this button to move the cursor backwards one space and delete the current space You can also use this button to sort displayed items a Exit Use this button to exit the currently displayed option 2 Message Waiting Indicator MWI When lit indicates that you have at least one unreviewed message voice e mail or fax in your mailbox Also this indicator flashes when your telephone rings Buttons and Controls 29 3 Display Panel Displays telephone status messages Caller ID information if enabled and the number of new messages voice e mail and fax that you have in your mailbox see Using the Telephone Display Panel for more information on ho
112. r phone is busy See Call Forwarding FWD Ring No Answer Allows you redirect incoming calls to another destination when your phone rings but is not answered See Call Forwarding Remote Forward Universal Allows you to configure the forwarding options of another phone from your phone See Remote Call Forward Call Park Allows you to place a call in a holding pattern and make the call available for other phones See Call Park Direct Pickup Allows you to answer a call ringing on another phone See Call Pickup Hunt Group When enabled by your administrator allows you to log in to and out of a Hunt Group See Hunt Groups Transfer to VMail Allows you to transfer a call to another user s voice mailbox See Transferring a Call to Another User s Voice Mail a Advanced Settings Configures network parameters 20 CHAPTER 2 VCX BUSINESS TELEPHONE MODEL 2102 AN CAUTION This option is for administrator use only Unauthorized modification of these parameters will disconnect your phone Soft buttons Use the soft buttons to navigate through Display Panel options A button s function depends on the option selected The buttons are left to right a Sict Select Use this button to select a displayed item For example you can use this button to automatically dial a previously placed or received call or a missed call a Back Use this button to move the cursor backwards one space and delet
113. r phones See Call Park Direct Pickup Allows you to answer a call ringing on another phone See Call Pickup Hunt Group When enabled by your administrator allows you to log in to and out of a Hunt Group See Hunt Groups 30 CHAPTER 3 VCX BUSINESS TELEPHONE MODEL 3102 10 11 12 13 14 15 Transfer to VMail Allows you to transfer a call to another user s voice mailbox See Transferring a Call to Another User s Voice Mail a Advanced Settings Configures network parameters CAUTION This option is for administrator use only Unauthorized modification of these parameters will disconnect your phone Scroll buttons Up Down Left Right Use the Up and Down buttons to scroll through items in the Display Panel The Left and Right buttons are reserved for future use See Viewing the Call Logs Program button Use this button to access and view the Display Panel Main menu Access buttons Your administrator assigns default functions for these buttons and may allow you to reprogram a button s function for example create more personal speed dial buttons See Access Buttons Microphone located on the side of the telephone Activated when the telephone is in speaker phone mode that is after you press the Speaker button or the Hands Free button For best results keep the area around the microphone free of obstructions Label area for Access buttons The telephone LabelMaker
114. rives press the Hold button to put the current call on hold 2 Press the Access button for the incoming call its light will be flashing 3 To toggle between the two calls put the current call on hold and then press the Access button for the call you want to resume Transferring a Call 59 Transferring a Call gt Unattended Transfer When you are on a call the Transfer feature allows you to send the call from your telephone to any other internal line For unattended or attended transfers if your call permissions allow you can send the call to an external line If your telephone is part of a bridged extension see Call Transfer Call Conferencing and Bridged Line Calls for additional information You can also transfer a call to another subscriber s voice mail See Transferring a Call to Another User s Voice Mail In an unattended transfer you transfer the call without notifying the recipient You can either use the Transfer button or the transfer feature code While on a call press Transfer The call is placed on hold you hear a dial tone and the system prompts you enter a destination number 2 Dial the number to which you want to transfer the call 3 Hang up Attended Transfer The call is disconnected as soon as the transfer starts which frees up your line If the transfer cannot be completed a The call is forwarded to the called party s call coverage point by default voice mail see Configuring
115. s for additional information To park a call While you are on a call press the Call Park button or press Feature 444 The Display Panel shows a default Call Park extension Press the Call Park button or press Feature 120 to park the call using the default extension or use the telephone keypad to enter a Call Park extension from the list of extensions at your location Notify another user about the parked call a Select an Access button for outgoing calls and dial the user s extension b When the call is answered tell the user the Call Park extension number for example 818 c Hang up The user dials the Call Park number and the system connects the call automatically 3 To retrieve a parked call yourself a Pick up the handset of any telephone on the system b Dial the Call Park extension that was assigned to the call The system connects you to the parked call Paging 87 Paging Paging a Group Paging lets you activate the speakers and broadcast a message to all of the available phones in a paging group Your administrator defines the members of a paging group and an extension to dial to page that group A phone in a group is available to receive pages if it has a speaker unless a the phone is not logged in a the phone has a call ringing connected or on hold a the phone has Do Not Disturb Call Forwarding or Forward to Voicemail enabled Note that you do not need to be a member of a page group to se
116. s the Message Waiting Indication MWI of the primary phone or phones The display panel on the secondary phone shows the total number of new and old messages from both the primary phone and secondary phone mailboxes when the phone is in an idle state Pressing the MSG button lists the mailboxes You can press Up and Down arrow keys to select a mailbox then press the MSG button again to connect to that mailbox 116 CHAPTER 8 USING THE VCX USER INTERFACE Personal Speed Dial Access Buttons The VCX User Interface allows you to set up personal speed dial access buttons using two method by assigning the Personal Speed Dial feature to an access button and by assigning the Call feature to an access button Using the Personal Speed Dial feature provides up to six Model 3102 or seven Model 2102 personal speed dial numbers that you can assign Using the Call feature provides an additional nine personal speed dial numbers you can assign Logging Out To log out of the VCX User Interface follow these steps From any screen click the Log Out button just above the copyright notice The Login screen appears 2 Close your web browser TELEPHONE INSTALLATION AND MAINTENANCE This chapter covers these topics Connecting the Telephone m Opening the 3105 Attendant Console Label Cover a Installing the 3102 Telephone Label Plate a Attaching and Adjusting the Articulating Support Bracket a Attaching and Adjusting t
117. sions 115 If all lines are in use a parked call that rings back is forwarded according to the enabled Call Forwarding setting for that phone If Do Not Disturb is enabled the parked call is forwarded to the call coverage point configured for that phone Call Pickup and Bridged Line Calls Call Pickup both Directed and Group allows a user to answer a call that is ringing on another telephone For bridged calls you enter the Call Pickup feature code 455 for Directed 456 for Group followed by the group security code and the extension of a primary phone The call stops ringing on all primary and secondary phones when the call is picked up You cannot enter the extension of a secondary phone Doing so returns an error and the call keeps ringing on all primary and secondary phones Attendant Console and Bridged Line Calls The VCX administrator can map primary phone numbers and secondary phone numbers to buttons on a VCX 3105 Attendant Console In this case status lights on the Attendant Console show that the bridged line is in use for primary and secondary phones Hunt Groups and Bridged Line Calls A primary or a secondary phone can belong to a hunt group If a primary phone is a member of a hunt group a call coming to the hunt group rings on an SA line on the primary phone A secondary phone cannot receive a hunt group call directed to a primary phone Message Waiting Indication and Bridged Line Calls A secondary phone display
118. splay Panel to exit from the hunt group display When you change your login status the Display Panel shows HuntGroup Login Enabled If you are logged into multiple phones using the same phone number this message appears on all phone displays While this message appears in the Display Panel press soft button 1 to display the hunt group list same effect as pressing Feature 972 to display the hunt group list You can also use the VCX User Interface to view the hunt groups you belong to and your current login status for each group USING THE VCX USER INTERFACE This chapter describes how to access the VCX User Interface application It also provides a description of the options available to manage your user account and VCX telephone from this web based application Features that require configuration through the application and subsequently on the telephone itself are described in more detail Your administrator determines whether the features in this chapter are available for your telephone or for the entire system Some of these features may not be available to you This chapter includes the following topics a Accessing the VCX User Interface a VCX User Interface Overview a Enabling Call Forwarding Configuring a Call Coverage Point a Enabling Bridged Extensions a Logging Out 102 CHAPTER 8 USING THE VCX USER INTERFACE Accessing the VCX User Interface You can use the VCX User Interface to access and mana
119. t have a corresponding Access button you can speed dial the number only by entering the appropriate feature code Press the second soft button under the Display Panel or press then enter the number you want to associate with this speed dial Include all prefix numbers that you would normally dial such as a 9 or 8 or 1 to access an outside line and if necessary the country code or area code To store the number press the OK button or press Alternatively you can directly configure a speed dial number with a speed dial Access button Press the Program button 2 Press the speed dial Access button you want to configure 3 Enter the number you want to associate with this button If a number is already configured for this button you can enter a different number To store the number press the OK button or press Make sure you write the name of the person whose number you have stored and the corresponding Speed Dial Access button or feature code 82 CHAPTER 7 STANDARD FEATURES Editing Personal Speed Dial Numbers Dialing Personal Speed Dial Numbers You can change or delete any personal speed dial number that you previously configured using the Telephone User Interface To change or delete a previously configured speed dial number Press the Program button The Main menu appears Press 3 to access the Speed Dial menu The Display Panel shows the configured number for example Speed dial 1 1001 To locate
120. te camp on the system monitors the called telephone When the extension can receive a call the system automatically dials your phone using a priority ring or other audible ring tone that is different than your programmed ring tone and redials the original called extension You can camp on system extensions You cannot camp on external phone numbers hunt groups pickup groups or paging groups If the called 76 CHAPTER 7 STANDARD FEATURES extension does not become free within a time period specified by your administrator Camp On expires To camp on an extension you call When you make a call and hear a busy tone press Feature 469 The system camps on the phone you are calling You can hang up When the called extension becomes available the system calls your phone When you answer your phone the called extension begins to ring To camp on an extension when you transfer a call When you are transferring a call and hear a busy tone press Feature 469 The system camps on the phone you are calling Explain to the person whose call you are transferring that the call will call back When you hang up the person whose call you are transferring is put on hold When the called extension becomes available the system calls the destination extension If Camp On expires before the destination becomes available the system calls you back and connects you to the person whose call you were transferring Transferring Your Phon
121. the forwarding destination falls back to your extension s coverage either voicemail or Auto Attendant See Enabling Call Forwarding To forward your calls to another extension when your extension is not answered On phones with a Program button press the button to display the Main menu then press 4 to select Call Features Alternatively you can press Feature 466 to access the Main menu on any VCX phone 2 Press 4 to select Forward Ring No Answer 3 Use the keypad to enter the phone number to which you want to forward your calls Press OK or press Feature 120 Call Forward Busy Line Call Forward Universal 1 Call Park 85 To disable Call Forward Ring No Answer repeat step 1 To forward your calls to another extension when all your lines are busy On phones with a Program button press the button to display the Main menu then press 4 to select Call Features Alternatively you can press Feature 467 to access the Main menu on any VCX phone 2 Press 3 to select Forward Busy 3 Use the keypad to enter the phone number to which you want to 1 forward your calls Press OK or press Feature 120 To disable Call Forward Busy Line repeat step 1 To forward all your calls to another extension Perform one of the following steps on your telephone a On phones with a Program button press the button to display the Main menu press 4 to select Call Features then press 2 to select Forward Uni
122. tion You must enter the destination number to call You can control these settings by entering the appropriate feature code Anonymous Now When enabled the system blocks your Caller ID to all dialed numbers and Anonymous displays on the destination phone Anonymous Next When enabled the system restricts Called ID information from displaying only on the next call that you make This setting only applies when Anonymous Now is disabled or the setting for all calls is set to Send Caller ID information If you disable Caller ID the system sends your Caller ID to all dialed numbers To toggle the current default setting press Feature 889 If Caller ID is enabled entering this command disables it for all subsequent calls If Caller ID is disabled entering this command enables it for all subsequent calls If transmission of Caller ID information is enabled and you want to block your Caller ID for the next call only Pick up the handset 2 Press Feature 890 3 Dial the number Your ID is not delivered to the caller Setting up a Conference Call gt The conference feature enables you to have three people on one call 4 way calling If your telephone is part of a bridged extension see Call Transfer Call Conferencing and Bridged Line Calls for additional information Unannounced Conference 1 Camping on a Busy Extension 75 The following sections describe how to set up an unannounced conference
123. tory by the user department Notes Sorts the directory by note entries Hidden List tab Hides entries in the VCX directory that you do not want to appear on other tabs such as conference room phones Quick List tab Provides access to frequently used entries in the directory 1 If your VCX system includes multiple sites for example regional and branch offices each with one or more VCX call processors CAS can display a global directory of all the users in your organization Note that this option must be configured by your administrator By default CAS displays the local user directory The Complement Attendant Software provides a Line Monitoring feature similar to the Busy Lamp Field BLF feature available on the VCX Attendant Console Line Monitoring allows you to monitor the busy status of other phones This feature is very useful for determining if someone is on the phone prior to transferring a call to that person Table 10 describes Command Buttons and the keyboard shortcuts to functions on the Action menu Note that Figure 6 does not show all the possible buttons because there are no active calls Table 10 Complement Attendant Software Buttons and Keyboard Shortcuts Keyboard Button Purpose Shortcut Answer Release Answers an incoming call Alt A Terminates a call Alt R Hold Unhold Places a caller on hold Alt H Removes a caller from being on hold and returns AIt N to the call Complement Attendant Softw
124. ttern and make the call available for other phones See Call Park Direct Pickup Allows you to answer a call ringing on another phone See Call Pickup a Hunt Group When enabled by your administrator allows you to log in to and out of a Hunt Group See Hunt Groups a Transfer to VMail Allows you to transfer a call to another user s voice mailbox See Transferring a Call to Another User s Voice Mail a Advanced Settings Configures network parameters sets your phone password and changes your login status CAUTION Network parameter options are for administrator use only Unauthorized changes to network parameters will disconnect your phone Controlling the Volume gt Use the Volume Control buttons to raise or lower the volume of the ringer handset or speaker Adjusting the volume control of one device DOES NOT affect the volume control of the other devices For example lowering the volume of the speaker has no effect on the handset volume Changes you make to any device remain in effect if you reset the phone to its default settings 56 CHAPTER 5 BASIC TELEPHONE OPERATION a Ringer 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 Handset Volume To raise or lower the volume of the dial tone and the voice level of your callers lift the handset the
125. ture code for Barge In After barging in the supervisor can return to Silent Monitor mode by reentering the Silent Monitor feature code See Barging In A user can ensure a private call by blocking Silent Monitor and Barge In To make a private call the user enters a feature code before dialing the call Note the following Silent Monitor and Barge In feature conditions and restrictions a Multiple supervisors cannot monitor the same extension at the same time a f an agent parks a monitored call initiates a conference or transfers the call the supervisor will be disconnected from the session Monitoring a Call Silent Monitor and Barge In 91 a f asupervisor attempts to park conference or transfer a monitored call the action will be ignored and the Display Panel shows Not supported operation a Ifa customer or agent terminates a monitored call by hanging up the supervisor will be disconnected from the session m Supervisors cannot monitor conference calls a The agent the customer and the supervisor can place a monitored call on hold The results depend on who places the call on hold and whether or not Music On Hold MOH is enabled a f the VCX call processor fails during an established silent monitoring or barge in session the audio is not affected However none of the parties in the call can invoke mid call features The supervisor can monitor a Hunt Group call by selecting the member s extension not the
126. ule User Guide 3Com Native Interface or the P Messaging Module User Guide Traditional Interface Provides information about the voicemail system and features available on your phone The Guide you should reference depends on the Telephone User Interface TUI enabled on your phone Ask your administrator for details VCX BUSINESS TELEPHONE MODEL 2102 This chapter describes the buttons and controls on the3Com VCX Model 2102 Business Telephone This chapter includes the following topics Buttons and Controls m Access Buttons a Line Status Lights a Assigning Model 2102 Access Button Functions Using the TUI For information about the Model 3102 Business Telephone see Chapter 3 For information about the 3105 Attendant Console see Chapter 4 To verify the model number of your telephone refer to the label under the phone 18 CHAPTER 2 VCX BUSINESS TELEPHONE MODEL 2102 Buttons and Figure 1 shows the buttons and controls on the Model 2102 Business Controls Telephone Figure 1 3Com 2102 Business Telephone 1 23 4 567 8 9a l The Model 2102 Business Telephone includes the following features 1 Handset 2 MSG Message button and Message Waiting Light Press MSG to access your messages through the voice mail system see the P Messaging Module User Guide The light next to the MSG button stays red as long as there is at least one unreviewed message voice e mail or fax in your mailbox
127. up list For example if A B C and D are all available and member B received that last call the next call will ring at member C s extension If C does not answer the call is routed to member D s extension and so on until the total timeout value for the group is reached see the discussion of timeout values later in this section Calling Group An incoming call simultaneously rings on all member phones that are logged in even if a member is on another call For example if A B C and D are all available an incoming call will ring simultaneously at all four extensions until the total timeout value for the group is reached see the discussion of timeout values later in this section For each hunt group type your administrator configures two timeout values Hunt Groups 97 a Device Timeout Specifies how long the VCX call processor rings at one extension before moving to the next extension if there is no answer a Total Timeout Specifies how long the VCX call processor attempts to make a connection within the hunt group before directing the call to the hunt group s default call coverage point The administrator can configure the call coverage point to be a A voice mailbox a Another hunt group a An individual extension a An Auto Attendant number a An external phone number Ask your administrator for information on timeout values and your hunt group s default call coverage point Table 12 summarizes h
128. ur administrator for more information You can view and change button assignments through the Telephone User Interface see Assigning Model 3102 Access Button Functions Using_ the TUI or the VCX User Interface see Assigning Access Button Functions Using the VCX User Interface 32 CHAPTER 3 VCX BUSINESS TELEPHONE MODEL 3102 on OU FP WN 10 11 12 Figure 4 Access Buttons 7 _O O 8 6 0O O 9 5 _O O 10 4 O O 11 3 O O 12 2 O O 13 ie O 14 1 O 15 O O 16 Access buttons have the following default settings The first three buttons in this group starting from the bottom are lines for incoming and outgoing calls System Appearance buttons SA1 SA2 and SA3 You administrator can assign up to six additional System Appearance buttons buttons 2 through 7 to your phone Personal Speed Dial 6 See Speed Dialing Personal Speed Dial 5 Personal Speed Dial 4 Personal Speed Dial 3 Personal Speed Dial 2 Personal Speed Dial 1 Headset Enables or disables the use of a headset connected to the telephone See Using a Headset Do Not Disturb Enables the Do Not Disturb feature See Activating Do Not Disturb Forward Universal Allows you for forward all calls to different destinations See Call Forwarding Call Park Allows you to place a call in a holding pattern and retrieve it from any other telephone in the system See Cal
129. ur administrator will provide you with the default password for initial mailbox access Typically the default password is the last 4 digits of your phone number The first time you access your voice mailbox the system prompts you to change your password record your name and record a personal greeting Note that the password you use to access your voice mailbox is not the same password you use to log in to your telephone When you change the default voicemail password in the following procedure you do not change the telephone login password To initialize your mailbox 1 Lift the handset 2 Press the message button on your phone see the chapter in this guide that describes the buttons and controls for your particular phone model 3 At the password prompt use the keypad to enter your default password The voice prompt system describes the initialization process and introduces the Setup Assistant function 4 Follow the voice prompts to a Enter a new password ask your administrator for password length requirements use digits only and are invalid characters b Record a name announcement c Record a personal greeting 5 Hang up 16 CHAPTER 1 GETTING STARTED Configuration Options Simple VCX telephone operations for example making a call transferring a call and putting a call on hold require no configuration These operations are described in Chapter 5 Many VCX features however do require configuration
130. ure codes 65 forward universal call forwarding set through VCX User interface 106 set with a feature code 84 forwarding a call to a remote location 93 forwarding calls 83 105 G global user directory 72 group call pickup 88 group paging 87 H hands free using 57 headset retuning after a long delay 57 using 3102 3103 phone only 57 holding a call 58 Hunt Groups access numbers 95 calling 96 circular 96 feature code 100 feature interaction 99 linear 96 log in or log out feature code 98 logging in 98 overview 94 timeout values 96 types 96 viewing membership and status 100 J joining a monitored call 90 L ine status lights 2102 Business Telephone 23 3102 Business Telephones 33 inear Hunt Group 96 ocal user directory 72 ogging in 48 M mailbox setup 15 aking calls 50 alicious Call Trace 62 apping button functions 108 apping button functions VCX Ul 2102 Business Telephone 23 3102 Business Telephone 33 message waiting indicator 2102 Business Telephone 18 3102 Business Telephone 28 issed calls 54 onitoring calls 90 barging in 90 oving telephones 125 usic on hold 58 3 525 33 33 mute ringer 61 muting calls 61 O one touch speed dials 79 overview 14 P paging 87 parking a call 85 password 48 changing 49 for telephone and mailbox access 104 for VCX User Interface 102 changing 103 personal speed dials 79 phone settings transferring to another phone 76 posit
131. using the telephone keypad to enter the feature code along with any additional information for example an extension For example you can show a list of local or global users in the Display Panel by pressing the Feature button followed by the User Directory feature code 461 In this guide this method is noted by the following syntax Feature 461 Some feature codes allow you enter the code number without using the Feature button For these feature codes you prepend the code number with an asterisk For example you can enable Do Not Disturb using either of the following methods Feature Codes 65 Feature 446 or 446 Then either press Ok or press Feature 120 to complete the command Some features require additional information For example if you want to enable call forwarding when your phone is busy you must designate the extension to which you want your calls forwarded The feature code for Call Forward Busy is 467 To enable this feature you can use the Feature button or enter a single command in the following examples the destination extension is 1001 a Use the Feature button Press Feature 467 The Display Panel displays the prompt FWD Busy Number Enter the extension to which you want your calls forwarded in this case 1001 Press OK or a Enter the feature code and extension with a single command 467 1001 You must prepend the feature code with an asterisk and separate the feature cod
132. uter screen you must handle them using the mouse and the CAS software features 38 CHAPTER 4 VCX ATTENDANT CONSOLES MODEL 3105 AND COMPLEMENT ATTENDANT VCX Attendant Console Access Buttons Feature Buttons The VCX 3105 Attendant Console has 50 Access buttons and 4 preprogrammed Feature buttons In effect the Attendant Console is an extension of the VCX Business Telephone or VCX Basic Telephone with which it is associated Figure 5 illustrates the buttons and controls on the VCX 3105 Attendant Console The 50 Access buttons on an VCX 3105 Attendant Console can each have two sets of assignments 1 through 50 and 51 through 100 To toggle between the two sets of assignments press the Shift button Your administrator can assign features to each Access button Possible features include a Status of internal telephone extensions busy available In the current release when you assign a phone extension to an Attendant Console button the button assignment does not become effective until either the Attendant Console is rebooted or the phone registration interval elapses The default registration interval is one hour 3600 seconds a Status of external telephone lines Speed dials for user extensions The four Feature buttons are programmed for four of the five most common features needed by a receptionist Call Transfer Call Hold Conference Call Park or Attendant Serial Call The Shift button does not affect the
133. versal b Press the Call Forward button c Press Feature 465 all phones Use the keypad to enter the phone number to which you want to forward your calls Press OK or press Feature 120 To disable Call Forward All repeat step 1 Call Park Use the Call Park feature to place a call in a holding pattern and make it available for you or for another user to pick up from any telephone on the system by dialing the Call Park extension 86 CHAPTER 7 STANDARD FEATURES The Call Park feature is useful when the recipient is elsewhere in the building or you want to continue a call on another telephone and transferring the call does not give you enough time to retrieve it When you park a call you assign it a Call Park extension which you or another user use to retrieve it The default Call Park extension numbers are 800 through 899 inclusive Ask your administrator to verify the Call Park extensions for your location If the specified Call Park extension is in use or if no extension is specified VCX selects the next available Call Park extension A call remains parked for 5 minutes This default value can be adjusted by your administrator If the call is not answered 5 minutes after it is parked the user who parked the call is called back If the user is not available the parked call is forwarded to the user s call coverage point If your telephone is part of a bridged extension see Call Park and Bridged Line Call
134. view 14 Initial Voice Mailbox Setup 15 Configuration Options 16 Additional Information Sources 16 VCX BUSINESS TELEPHONE MODEL 2102 Buttons and Controls 18 Access Buttons 21 Line Status Lights 23 Assigning Model 2102 Access Button Functions Using the TUI 23 Default Model 2102 Button Assignments 24 Remapping Model 2120 Button Functions 25 Viewing and Changing Button Information 26 VCX BUSINESS TELEPHONE MODEL 3102 Buttons and Controls 28 Access Buttons 31 Status Lights 33 Assigning Model 3102 Access Button Functions Using the TUI 33 Default Model 3102 Button Assignments 34 Remapping Model 3102 Button Functions 36 Viewing and Changing Model 3102 Button Information 36 4 VCX ATTENDANT CONSOLES MODEL 3105 AND COMPLEMENT ATTENDANT VCX Attendant Console 38 Access Buttons 38 Feature Buttons 38 Printing Labels 40 Attendant Console Status Lights 41 Complement Attendant Software 42 5 BASIC TELEPHONE OPERATION Logging In to Your Telephone 48 Changing Your Password 49 Answering a Call 50 Making Calls 50 Making Internal Calls 50 Redialing a Call 51 Making External Calls 51 Making a Call to a Remote Office 51 Using Unique Extensions 51 Using Site Codes 52 Class of Service Override 52 Terminating Calls 53 Using the Telephone Display Panel 53 Controlling the Volume 55 Using the Hands Free Feature 57 Using a Headset 57 Returning to the Headset After a Long Delay 57 Putting a Call on Hold 58 Music on Hold 58
135. w message status determines the message list You can also use the Display Panel to view or enable features available through the Main menu You can access the Main menu by pressing the Program button see number 5 below The following features are available a User Directory Displays a directory of the people in your organization See Viewing the User Directory a Call History Displays logs of your recent missed answered and dialed calls See Viewing the Call Logs a Speed Dial Displays configured speed dial numbers See Speed Dialing a Call Features Displays the following list of telephone features note that some features may not be enabled by your administrator Silent Monitor When enabled by your administrator allows you to monitor another user s phone calls See Silent Monitor and Barge In FWD Universal Allows you redirect incoming calls to another destination unconditionally See Call Forwarding FWD Busy Allows you redirect incoming calls to another destination when your phone is busy See Call Forwarding FWD Ring No Answer Allows you redirect incoming calls to another destination when your phone rings but is not answered See Call Forwarding Remote Forward Universal Allows you to configure the forwarding options of another phone from your phone See Remote Call Forward Call Park Allows you to place a call in a holding pattern and make the call available for othe
136. ware and software a VCX 2102 Business Telephone a VCX 3102 Business Telephone a VCX3105 Attendant Console and PC based Self conscious If release notes are shipped with your product and the information there differs from the information in this guide follow the instructions in the release notes CAUTION The 3Com telephone system operates over the Ethernet local area network LAN not through a traditional telephone connection Your telephone is connected to the 3Com system through an RJ45 Ethernet connector instead of through an R 11 telephone connection Your telephone will not work unless it is connected correctly For information about installing your telephone see the packing sheet that came in the box with your telephone The model number is on the underside of the telephone Contact your administrator if you have questions about your telephone connection For information about the voice mail system and features see the P Messaging Module User Guide 3Com Native Interface or the P Messaging Module User Guide Traditional Interface depending on the Telephone User Interface TUI enabled for your phone 10 ABOUT THIS GUIDE Conventions Table 1 and Table 2 list conventions that are used throughout this guide Table 1 Icons Icon Type Description Information note Information about important features or instructions potential damage to an application system 1 Caution Alerts you to potential loss of data or
137. ystem To dial an internal call Pick up the handset On 3Com Business Telephones you can press the Speaker button You hear the dial tone Dial the extension Alternatively you can 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 Redialing a Call Making External Calls Making a Call toa Remote Office Making Calls 51 3 When you complete the call hang up the handset If you pressed the 1 Speaker button press it again to end the call To redial a number on a 3Com Business Telephone a Pick up the handset and press Redial to dial the most recent number that you called a Use the Call Logs on the display panel to redial a recently missed answered or dialed call To dial an external call Pick up the handset Alternatively on 3Com Business Telephones you can press the Speaker button You hear the dial tone If necessary dial the number required to access an external line for example 9 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 panel on a 3Com Telephone to scroll to Placed Calls Received Calls or Missed Calls 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

3Com 900-0208 Telephone User Manual

Contents

Download Pdf Manuals

Related Search

Related Contents