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3Com 3101SP Telephone User Manual

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1. The 3Com 2101 Basic Telephone has three programmable buttons that are set from left to right at the factory to Feature Call Toggle and Transfer On the 3Com 3101 and 3101SP Basic Telephones the first two from left to right programmable buttons are line appearance buttons and the next two buttons are set to Feature and Transfer Your administrator can change the programming on these buttons although changing them might limit which NBX features you can use on your telephone For all other NBX features use the preprogrammed Feature button and the feature codes listed in Table 11 Follow these steps to use NBX feature codes Pick up the handset Press the Feature button Dial the feature code and any additional values as specified in Table 11 Hang up when your call is complete or you have activated the features that you want Feature Code See F 888 account code telephone Account Billing Codes in Chapter 7 number F feature code for the group group Automatic Call Distribution Groups password Hunt Groups and Calling Groups in Chapter 7 F 469 hang up Using Automatic Callback in Chapter 5 F 465 Forwarding Incoming Calls in Chapter 5 126 CHAPTER 8 FEATURE CODES Table 11 NBX Feature Codes continued Feature Feature Code See Call Forward Busy F 467 Forwarding Incoming Calls in Chapter 5 Call Forward No Answer F 466 Forwarding Incoming Calls in Chap
2. 3Com Phones Message button and follow the voice prompts OR for systems that do not use NBX Messaging Feature 434 new password repeat your new password Message button old password 9 2 follow the prompts OR for systems that do not use NBX Messaging Feature 434 old password new password repeat your new password Analog Phones 500 and follow the voice prompts OR for systems that do not use NBX Messaging Feature Entry Tone 434 Feature Entry Tone new password Feature Entry Tone repeat your new password Confirmation Tone 500 extension number old password 9 2 follow the prompts OR for systems that do not use NBX Messaging Feature Entry Tone 434 Feature Entry Tone old password Feature Entry Tone new password Feature Entry Tone repeat your new password Confirmation Tone NBX NetSet Utility 15 Table 4 Setting Your NBX NetSet Utility and NBX Messaging Password continued Feature Password Set Initially If your system uses NBX Messaging follow the NBX voice prompts to set your NBX password which is the same for the NBX NetSet utility and voice messaging OR use the NBX NetSet utility described next If your system uses a voice messaging application other than NBX Messaging use this code sequence to set your
3. Not all button type functions are available on all models of telephones m Priority and Number Fields The use of Priority and Number fields for button mapping depend on the selected button type function These fields are applicable where noted in Table 8 a Ring Field The Ring field used for button mapping allows you to enable and disable ringing for a lone appearance button and to set delayed ringing patterns See Delayed Ringing below Busy Lamp Speed Dial A Busy Lamp Speed Dial button is an Access button where the Type field is set to Line Extension and the button is mapped so that it can function as a Speed Dial When you press the Busy Lamp Speed Dial button you dial the mapped extension When the other extension is in use the lamp lights on your telephone For how to configure a Busy Lamp Speed Dial button see Line Extension in Table 8 m Button Labels You can use the NBX LabelMaker utility available through the NBX NetSet utility to create and print labels for the buttons on your telephone m Delayed Ringing The administrator can define a ringing progression for a line mapped to multiple telephones For example a call could ring immediately at telephone 1 begin ringing at telephone 2 after 4 rings and then begin ringing at telephone 3 after 8 rings Any of the telephones can pick up the call at any time even if it has not yet started ringing at a particular telephone 76 CHAPTER
4. Deselect All Remove from an action all ACD groups of which you are a member m Invert Section Select for an action all ACD groups currently unselected and remove from an action all ACD groups currently selected m Login Log in to the selected ACD group or groups m Logout Log out from the selected ACD group or groups Viewing ACD Group Status Details Using the NBX NetSet Utility go to Group Membership gt ACD Groups and click the extension number to view detailed information about the agents of this ACD group Click each column heading to arrange the information in ascending or descending order Extension Shows the extension number of each agent in the group a First Name Shows the first name of each agent m Last Name Shows the last name of each agent m Rank Shows the order in which calls are routed to agents in the group m Status Shows whether each agent Is currently logged in or out of the ACD group m State Shows which agents extensions have been locked in to the ACD group Wrap Up Time Wrap Up Time is a feature that allows time for an agent to complete follow up actions after a call If this feature is enabled by the ACD administrator you can activate Wrap Up Time once per call for a duration specitied by the administrator You can activate deactivate Wrap Up Time using Feature code 972 or by mapping an access button to this feature see User Button Mapping D
5. internal calls m Even when Telephone Locking is active on your telephone your off site notification choices remain in effect That is notification of voice mail messages is sent to the outside telephone numbers or paging numbers that you have specified in the NBX NetSet utility NBX Voice Mail Settings gt Offsite Notification page even if these numbers are not toll free You can view your current Telephone Lock setting trom the NBX NetSet utility by going to the My Calling Privileges gt Feature Settings Call Permissions Class of Service Override U BF WN Class of Service Override 87 Your administrator establishes Call Permissions to control the types of calls that can be dialed from your telephone The administrator can configure these permissions to change depending on the time of day For example your administrator can prevent long distance calls from being dialed trom your telephone outside of business hours To view your current call permissions from the NBX NetSet utility go to My Calling Privileges gt Call Permissions The Class of Service Override feature allows you to apply the features of your own 3Com Telephone temporarily to another 3Com Telephone on the same local network Example m The telephone in your organization s conference room is configured so that long distance telephone calls cannot be dialed from it You may however need to place a long distance call during a meeting Using th
6. Call Forward Override page You may be able to map the Do Not Disturb feature to an available Access button on your 3Com Telephone see the User Button Mapping section or you can use the Feature Code to enable and disable the feature When Do Not Disturb is in effect a t overrides Call Forward No Answer Call Forward Busy and FWD MAIL m Your telephone does not ring when it receives an incoming call If you use a 3Com Attendant Console the associated status light does flash when a call arrives You can use the telephone to dial outgoing calls m You can use the telephone to dial internal and external pages a f your telephone is part of a call pickup group no other telephone in the pickup group can retrieve a call that comes directly in to your telephone The incoming call goes immediately to the call coverage point voice mail auto attendant or other extension a f your telephone is part of an ACD group a hunt group or a calling group incoming calls to the group ring on your telephone Calls coming in directly to your telephone not directed to the group do not ring on your telephone To prevent every call from ringing you must enable Do Not Disturb and also log out of the group To enable and disable Do Not Disturb using the feature code Pick up the handset and press Feature 446 Hang up Your telephone is now in Do Not Disturb mode The display panel on a 3Com Telephone shows DO NOT DISTURB 8
7. Click Select to choose the greeting as the active greeting Click on the greeting identifier in the Number column to hear the greeting Click Delete to delete the greeting You cannot delete greeting number 1 you can re record it through the phone Click Apply to apply your changes or Reset to deselect the active greeting If you forget your password the administrator can set it to be your extension number Then follow the instructions in Table 4 in Chapter 1 to change it to a more secure password Also see Security Tips earlier in this chapter You can listen to your NBX voice mail messages from your 3Com telephone from any touch tone telephone or by logging in to the NBX NetSet utility After you listen to messages you can save or delete them to clear them from the New Messages queue For how to set up your NBX NetSet utility password the first time see Table 4 and NBX NetSet Utility in Chapter 1 If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions Here is how you can tell if you have messages in your mailbox On a 3Com 3101 or 3101SP Basic Telephone The indicator bar above the display panel is lit and the display panel shows the number of messages Example 3 Msgs 2 New On a 3Com 2101 Basic Telephone The display panel shows the number of messages Example 3 Msgs 2 New On an analog telephone
8. Documentation Comments on the Documentation Documentation 11 Table 3 lists conventions that are used throughout this guide Table 3 Icons Icon Type Description Information that describes important features or Instructions data or potential damage to an application system device or network Information that alerts you to potential personal injury 1 Information that alerts you to potential loss of The documentation set for 3Com NBX Networked Telephony Solutions is designed to help NBX telephone users installers and administrators maximize the full potential of the system The NBX Resource Pack CD contains many guides to the NBX products and their related 3Com applications When you log in to the NBX NetSet utility as a user you can go to the Resources menu and view the PDF versions of the NBX Quick Reference Guide NBX Telephone Guide and NBX Feature Codes Guide by clicking the link on its associated tab page The NBX NetSet utility also includes a searchable Help system with Help buttons on each page An administrator who logs in can also see the NBX Installation Guide and the NBX Administrator s Guide Your suggestions are important to us They help us to make the NBX documentation more useful to you Please send your e mail comments about this guide or any of the 3Com NBX documentation and Help systems to Voice TechComm Comments 3com com Include the following information with your comments m Doc
9. Personal Speed Dial page m System wide Speed Dials A list of the system wide speed dial numbers set by your administrator You can view and print these numbers in NBX NetSet utility Directory gt System Wide Speed Dial page 48 CHAPTER 5 STANDARD FEATURES Tips on Using the Lists To access the display panel lists Pick up the handset Press the up or down scroll key to the right of the display On 3Com 3101 and 3101SP Basic Telephones you can press a scroll key select a number and dial without picking up the handset The 3101 Basic Telephone does not support speaker phone operation With the 3107 you must use the handset to speak to the person on the call Use the scroll buttons to move through the lists When you see the list that you want to use press the button under Slct Select Use the scroll keys to move to the name or number that you want to call Verity that the cursor Is at the entry you want and press the button under Sict To move back to the previous menu press the button under Back 5 To leave the lists entirely press the Exit soft button OR press an Access button that is programmed for Release OR hang up After you press the up or down scroll key 3102 and 3102B Business Telephone scroll keys shown if you do not select an item immediately the display alternates between the list Cap Call Logs 2 gt eee Ss Select an entry ciec Back Dialing a Call 49 In the user
10. Pick up the handset If you hear the New Messages Tone rapid stutter tone you have new messages or messages that you have listened to but have not yet saved or deleted For information on accessing NBX features from an analog telephone see the NBX Feature Codes Guide in the NBX NetSet utility In the NBX NetSet utility Log in as a user The list of your messages appears on the My Messages gt Voice Mailbox page A Listening from Your Computer Listening from Your 3Com Telephone Listening from Any Internal 3Com Telephone Listening from an External Location U A WN 1 Listening to NBX Messages 33 new message has a next to it A forwarded messages has gt Fw next to it To listen to your messages from your computer you must have a way of playing audio files A USB audio device such as a USB headset and an operating system that supports USB OR A sound card an application such as Windows Media Player and either headphones or speakers Log in to the NBX NetSet utility with your extension and password Go to My Messages gt Voice Mailbox and select a message Click Listen The third party application downloads the voice message and plays it To delete the message select the message and then click Delete To listen to your messages from your own 3Com Telephone Pick up the handset and press the Message button to access the mailbox 2 At the prompt dial your password and press 3
11. The ACD also manages prerecorded announcements to callers manages individual ACD agents and groups of agents and provides database reports on both calls and agents Calls coming into ACD are distributed according to rules configured by the administrator An agent becomes available to receive ACD calls by logging in to the ACD group To log in to an ACD group using your 3Com Telephone Pick up the handset Press Feature the feature code for the ACD group Your administrator can tell you which feature code to use Dial the ACD group password Your administrator can tell you which password to use Press and hang up To log out of an ACD group using your 3Com Telephone Pick up the handset Press Feature the feature code for the ACD group Dial the ACD group password Press and hang up You or your administrator can configure an ACD group to an Access button To log in to or to log out of the ACD group press the specified Access button The indicator next to the button lights to show that you gt Automatic Call Distribution Groups Hunt Groups and Calling Groups 97 are logged in Your administrator can configure whether you are allowed to log out or not On the 3Com 2101 Basic Telephone the display panel shows the message logged in To log in to an ACD group using the NBX NetSet utility Go to Group Membership gt ACD Groups 2 Select the ACD group to log in to 3 Click Login D gt If you log i
12. Wall Mount Position To mount a device 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 16 so that the spring loaded peg projects out on the top of the phone Item 1 in Figure 17 Figure 16 Knob for the Handset Support Peg Figure 17 shows an 3Com 2102 Telephone in the wall mount position Safe wall mounting requires 3 4 inch drywall and 1 5 inch drywall screws Figure 17 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 Bracket Moving Your Telephone Swapping Telephones Cleaning Your Telephone A Troubleshooting Problems Moving Your Telephone 143 An optional security wall mount bracket that ensures that the device cannot be removed by unauthorized persons is available for the following devices m 3Com 2101Basic Telephones For how to order this bracket consult your 3Com NBX Voice Authorized Partner Read and follow the instructions that come with the bracket All 3Com telephones have the Automatic Telephone Relocation feature Each telephone has a unique address You can move your telephone to another location connect it to any Ethernet jack on the LAN and still maintain all of your personalized features speed dials and extension number Because your extension num
13. Whisper also called Coaching allows a supervisor to speak to the agent during a monitored call without the customer hearing this advice The administrator configures the NBX system to specify if a tone audible to the agent is played when the supervisor enables Whisper To use Whisper or Barge in a supervisor must first be monitoring the call To whisper to an agent Monitor the agent s call Press the soft button to select Whisper trom the display panel m Whisper is enabled for you either silently or with a tone announcing the change depending on system configuration Your display panel now provides options to Monitor Change Agent or Barge In The display panel on a 3Com 3103 Manager telephone also shows a Whisper icon Barge In allows a supervisor to speak to both the agent and customer during a monitored call The administrator configures the NBX system to Change Agent Call Privacy gt Supervisory Monitoring 105 specity whether a tone audible to the agent and customer is played when the supervisor enables Barge In To use Whisper or Barge n a supervisor must first be monitoring the call To barge in to a call Monitor the agent s call Press the soft button to select Barge In from the display panel m Barge In is enabled for you either silently or with a tone announcing the change depending on system configuration Your display panel now provides options to Monitor Change Agent or Whisper While
14. display shows the destination number you want just press to accept it To turn off Call Forward Busy pick up the handset and press Feature 467 again Call Forward All To set Call Forward All Pick up the handset and press Feature 465 Dial the number that you want to forward calls to and press If the display shows the destination extension you want just press to accept it To turn off Call Forward All pick up the handset and press Feature 465 again To set Call Forward All from the display panel Scroll to CFWD ALL on the display panel Press the Set soft button to select CFWD ALL Press the Set soft button again If the telephone number you want was entered previously and displays press to accept it Otherwise enter the telephone number to forward calls to and press To cancel Call Forward All from the display panel Scroll to CFWD ALL on the display panel 2 Press the Set soft button to select CFWD ALL 3 Press the Set soft button again to select Cancel CFWD ALL From the NBX NetSet utility you can set default call forwarding or choose to override the default with a condition for call forwarding No Answer Busy or All and a destination For teleohone numbers do not use parentheses hyphens or spaces When you specify an external telephone number start by entering a 9 or 8 or whatever is required to access an outside line Example 912815551212 dials 281 555 1212 You can 54 CHAPTER 5 STA
15. f Call Forward All or Do Not Disturb is enabled on the Automatic Callback destination extension the message Not Allowed is displayed at the telephone attempting to initiate the Automatic Callback For additional tips and considerations on using Automatic Callback see your NBX system administrator 68 CHAPTER 5 STANDARD FEATURES Setting the Volume On any 3Com Telephone use the Volume Control buttons to raise or lower one of these volumes m Ring Volume To raise or lower the volume of the ring press the up or down Volume Control button repeatedly while your telephone is ringing until the volume is at the level that you prefer To read how ringer volume is different from ringer tone see Ringer Tones in Chapter 6 Handset Volume To raise or lower the volume of the dial tone or the sound that you hear when you are using the handset pick up the handset and then press the up or down Volume Control button repeatedly until the volume is at the level that you prefer You can change the handset volume during a conversation or by listening to the dial tone m Speaker Volume 3Com 3101SP Basic Telephone To raise or lower the volume of the sound that you hear when you are using the speaker phone for a conversation or just listening to the dial tone press the Speaker button and then press the up or down Volume Control button repeatedly until the volume is at the level that you prefer m Headset Volume T
16. 87 mapping a button 73 call pickup directed 95 directed feature code 126 group 95 group feature code 126 introduction 95 problem 145 call privacy 105 enabling disabling by the NBX administrator 105 on off feature code 126 toggle on off 106 call toggle feature code 126 Call Toggle button 2101 Basic Telephone 27 managing incoming calls 46 caller ID identity restriction 93 restricting on outbound calls 93 restriction CLIR ALL feature code 126 calling groups and the Do Not Disturb feature 85 overview 95 sample configuration 101 Calling Line Identity Restriction CLIR 93 camp on button mapping 71 direct 64 direct feature code 126 example of direct 63 example of with call transfer 62 initiating with call transfer 63 introduction 62 with call transfer feature code 126 CAS 134 change agent supervisory monitoring 105 Class of Service CoS override 87 Class of Service Override mapping a button 73 cleaning telephones 143 CLIR 93 CLIR All button mapping 71 CLIR Next button mapping 71 coaching 104 codes account and billing 92 feature codes 123 NBX Feature Codes Guide 9 Complement Attendant Software CAS computer screens and tabs 135 features 134 introduction 129 keyboard shortcuts 136 conference calls add feature code 126 adding parties 60 drop feature code 126 dropping last party 61 introduction 60 configurable operators 112 confirmation tone 123 connecting a headset general 88 connecting telep
17. 99 that is not used for a current group Modifying or Deleting Personal Groups Using Voice Mail Group Lists 39 Enter a Name for the new group 5 Enter any VPIM extensions in the VPIMs box 6 Select members from the Non Members list and move them to the Aa WN Members list by clicking the left arrow Click Apply and OK to complete the list You can review your Personal Voice Mail Groups add members or delete a group from the telephone or from the NBX NetSet utility To review or modify a Personal Voice Mail Group from the telephone Log in to your mailbox at your telephone or remotely Dial 9 for Mailbox Options Dial 3 for Group Lists Press 1 3 or 4 Press 1 to review your list of groups Press 3 to delete a group Press 4 to add or delete group members See step 5 Press to return to the main menu To add members to a group or delete members from one press 4 a To add one or more members to the group dial one of these destination numbers plus a The internal extension or mailbox number of the recipient A speed dial number See Speed Dials in Chapter 6 a Another personal or system group list number a AVPIM extension A site code plus extension to send to a user on another NBX system Example neee or neeee where n one or more site code digits and e the extension digits on the other system For valid site codes for your organization see your administrator b To delete one
18. If you forget which of the persistent features you have activated on your telephone log in to the NBX NetSet Utility and go to My Calling Privileges gt Feature Settings See NBX NetSet Utility in Chapter 1 for information on how to log in to the NBX NetSet utility mailbox has messages you hear the New Messages Dial Tone whenever you pick up the handset until you have deleted all messages gt Exception If you have activated one or more persistent features and your Feature Codes with A large number of telephone features are available by pressing the 3Com Telephones Feature button on a 3Com telephone and entering a three digit feature code These feature codes are listed in Table 11 a f your telephone does not have a button programmed for Feature ask your administrator to program one Because your administrator determines whether some of the features that are described in this chapter are available for your telephone or 3Com Basic Telephone Using Feature Codes A WN Table 11 NBX Feature Codes Feature Account Codes ACD Hunt and Calling Groups Automatic Callback Call Forward All Using Feature Codes 125 for the entire system some of these features may not be available to yOu Some of the features that are listed in Table 11 are already available in single purpose buttons on 3Com Basic Telephones like Hold Volume Control Message and the Scroll buttons that you use to search the directories
19. Lights for System Appearance Buttons For how these features work on an analog telephone that is connected to the NBX system see the NBX Feature Codes Guide for Analog Telephones which you can access by going to Resources gt Features Codes Guide in the NBX NetSet utility The 3Com 3101 Basic Telephone 3C10401A does not include a microphone which means it does not support speaker phone operation The 3Com 3101SP Basic Telephone 3C10410SPKRA has a microphone and supports speaker phone operation All other features operate the same on the two telephones Figure 1 shows the buttons and controls on the 3Com 3101SP Basic Telephone The 3Com 3101 Basic Telephone does not include a microphone 8 or a speaker button and its indicator light 10 All other controls are identical on the two telephones 20 CHAPTER 2 3COM 3101 AND 3101SP BASIC TELEPHONES Figure 1 3Com 3101SP Basic Telephone June 29 10 34 am Extension 108 10 9 8 1 Soft buttons Allow you to select items that are displayed in the telephone display panel See Using the 3Com Telephone Display Panel in Chapter 5 The buttons from left to right are m Sict Select m Back returns you to the next higher level in the menu m Exit leaves the display panel menus 2 Message Waiting Indicator MWI When lit indicates that you have one or more new voice mail messages in your voice mailbox Also this indicator flashes when your telephone rings 3
20. Message Waiting Indicator to Telephone Dialing a Call to a Remote Office Bridged Extensions Delayed Ringing Using Pulse Dialing Additional Applications If your system uses a Messaging application other than NBX Messaging use the documentation for your messaging application instead of the instructions in this chapter For help on accessing NBX features from an analog telephone or a third party SIP based IP telephone see the applicable NBX Feature Codes Guide in the NBX NetSet utility For helo on how to set up your NBX NetSet utility password the first time see Chapter 1 92 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM Listening to Your Messages in Your E mail Account Billing Codes You can listen to your voice mail from any computer that allows you to access your e mail Your e mail software application must be IMAP 4 compliant such as Microsoft Outlook See your administrator for assistance with this feature If you configure your first off site notification method to send you an e mail message when you have voice messages the NBX system sends each voice mail message as a sound file attachment to an e mail message To listen to your messages using your computer it must have a sound device such as a USB headset or a sound card with either speakers or headphones When you delete the e mail message that contains the attached voice message you are not deleting the voice message on the NBX system To delete v
21. NBX NetSet utility do not get a response after type the NBX system s IP address and press Enter I am unable to log in to the NBX NetSet utility My telephone is not forwarding my incoming calls to my voice mailbox added a One Touch speed dial but the telephone does not dial that number try to pick up a call ringing on another telephone using Directed Call Pickup but it fails My telephone keeps ringing after pick up the handset The display panel shows Wait for NCP dial an external call but nothing happens Suggested Solutions Ask your administrator to verify the IP address that you typed into your web browser You must set up your voice mail before you can use the NBX NetSet utility Press the Message button The prompts guide you through the setup Then use your voice mail password to access the NBX NetSet utility It you are on an analog telephone see Setting Up Your Password and Voice Mail for the First Time in Chapter 1 Log in to the NBX NetSet utility and go to Call Forward gt Call Forward and verity that you have selected Forward to Voice Mail as your call coverage point For details see Forwarding Incoming Calls in Chapter 5 Use only numeric characters in your Speed Dial setup For details see Special Case One Touch Speed Dials in Chapter 6 The telephone that you are using to pick up the call may not be in the same group as the telephone that
22. On Return Interval expires the camped call is returned to the Originator of the Camp On For example extension 1001 calls extension 1002 and the call is then camped onto extension 1003 and extension 1002 hangs up Extension 1003 stays busy When the Camp On Return Interval expires extension 1002 starts ringing If the user at extension 1002 does not answer the call the call goes to the call coverage for extension 1002 You can initiate a Camp On call only to an internal NBX extension However the originating call can originate from either an external or internal number An extension can only have one Camped On call in its queue If another Camp On attempt is made to this extension the message Camp On In Use is displayed at the telephone attempting to initiate the Camp On Using Camp On 65 You cannot initiate a Camp On call to a An ACD extension A Hunt Group extension a A TAPI RoutePoint extension a A Call Park extension a A Phantom extension m You cannot initiate a Camp On call to a device connected to an Auto Attendant or Voicemail m You can use either System wide Speed dials SSDs or Personal Speed Dials PSDs that are mapped to a valid extension as an alternative to manually dialing the Camp On destination extension a f Call Forward All or Do Not Disturb is enabled on the Camp On destination extension the message Not Allowed is displayed at the telephone attempting to initiate the Camp On T
23. See Managing Your Messages for the buttons that you use to manage A WN your messages To listen to your messages from any 3Com Telephone other than your own within your NBX system Pick up the handset and press the Message button Press and dial your extension You hear your name announcement Dial your password and press See Managing Your Messages for the buttons that you use to manage your messages To listen to your messages from an external telephone 34 CHAPTER 4 NBX MESSAGING Managing Your Messages Information About Your Messages a If you can dial your telephone extension directly Press during your personal greeting At the prompts enter your extension and password and press a If you call the main telephone number of your organization and The Automated Attendant answers Press during your personal greeting At the prompts enter your extension and password and press The receptionist answers Ask to be transferred to your voice mail Press during your personal greeting At the prompts enter your extension and password and press Use these buttons to manage your messages Press 1 to play or repeat the message Press 2 to save the message Press 3 to delete the message trom your mailbox You cannot retrieve a message after you delete it Press 4 to reply to the message See Replying to a Message later in this chapter Press 5 to forward the m
24. Tips on Using the Lists 48 Dialing a Call 49 An Internal Call 49 An External Call 49 Redialing a Call 50 Forwarding Incoming Calls 50 Call Coverage Points 50 Condition to Forward Calls 50 Setting Call Forward from the Telephone 51 Setting Call Forward from the NBX NetSet Utility 53 Call Forward Precedence 55 Putting a Call on Hold 56 Dialing Another Call 57 More Than One Call 57 Transferring a Call 58 Announced Screened Transfer 59 Blind Transfer 59 Direct Mail Transfer 60 Establishing a Conference Call 60 Disconnecting the Last Person That You Called 61 More About Conference Calls 62 Using Camp On 62 Initiating Camp On With Call Transfer 63 Initiating Direct Camp On 64 More About Camp On 64 Using Automatic Callback 66 Initiating Automatic Callback 66 More About Automatic Callback 67 Setting the Volume 68 PERSONALIZING YOUR TELEPHONE Guidelines About Features on NBX Telephones 69 Ringer Tones 70 User Button Mapping 70 Button Mapping Notes 75 Speed Dials 76 Personal Speed Dials 76 System wide Speed Dials 78 Special Case One Touch Speed Dials 78 Printing Speed Dial Lists 79 Printing Labels 79 Off Site Notification 80 Managing Off site Notification Using the Telephone 84 Do Not Disturb 85 Preventing Unauthorized Use of Your Telephone 86 Telephone Locking 86 Call Permissions 87 Class of Service Override 87 Using a Headset 88 General Headset Instructions 88 Returning to the Headset After a Long Delay 89 GET
25. Urgent See Marking a Message as Private or Urgent later in this chapter Press to cancel your message Forwarding a You can forward most messages with or without comments Message gt If you receive a message that is marked Private you cannot forward It To forward a message 1 Log in to your voice mailbox at your telephone or remotely 2 Listen to a message that you want to forward and press 5 3 After the tone record an introductory message and then press OR if you choose not to record a comment press when you hear the tone 4 Optionally press one of these buttons OR proceed to step 5 Press 2 to re record your introductory comment Press 3 to listen to your introductory comment Press 9 to mark the message Private or Urgent See Marking a Message as Private or Urgent later in this chapter 36 CHAPTER 4 NBX MESSAGING Creating and Press to cancel your message 5 When you are ready to forward the message press 1 6 Dial one of these destination numbers plus a The internal extension or mailbox number of the recipient A speed dial number See Speed Dials in Chapter 6 m A voice mail group list number See Using Voice Mail Group Lists later in this chapter m A site code plus extension to send to a user on another NBX system in your organization Example neee or neeee where n one or more site code digits and e the extension digits on the other system For valid
26. You hear the dial tone If necessary dial 9 8 or whatever to 50 CHAPTER 5 STANDARD FEATURES Redialing a Call Forwarding Incoming Calls Call Coverage Points Condition to Forward Calls access an external line If one of the Access buttons is configured to access an external line directly you can press that button Dial the number Or use the display panel on a 3Com Telephone to scroll to a missed answered or dialed number or a personal or system wide speed dial number When you finish speaking hang up the handset If you pressed the a button press it again to end the call On a 3Com Basic Telephone m Pick up the handset and then press Feature 401 to dial the most recent number that you dialed OR a Use the Call Logs on the display panel to redial a recently missed answered or dialed call You can choose when and where to forward unanswered incoming calls Unanswered calls that come in directly to your extension go to a call coverage point You can set different call coverage points for different conditions default no answer busy and all calls Unanswered calls that come to your telephone through ACD groups hunt groups and calling groups follow the call coverage path that your administrator sets up for the group See Automatic Call Distribution Groups Hunt Groups and Calling Groups in Chapter 7 When you specify call forwarding you specify the call coverage point and the condition under
27. a call For example if your call is answered by an automated attendant that requires that you enter information from your telephone keypad you must typically enter the information using DTMF dialing To change from pulse dialing to DTMF during a call Press Feature 891 Your connection is switched from pulse to tone DTMF for the remainder of the call When you hang up the port you were using on the Analog Line Card reverts to pulse dialing mode You or your administrator can map a button on your telephone so that you can press the button to change from pulse dialing to DTMF during a call When you hang up the port that you were using on the Analog Line Card reverts to pulse dialing mode You can configure a personal speed dial in the NBX NetSet utility to dial a number in pulse dial mode and then to switch to DTMF Use the left angle bracket character lt in the NBX NetSet utility as the command to switch to DTMF mode You can also include the digits that you want the system to dial after it switches to DTMF The system dials any digits after the lt using DTMF tones When you hang up the port that you were using on the Analog Line Card reverts to pulse dialing mode For additional information about programming speed dials see Personal Speed Dials in Chapter 6 Additional Additional Applications 121 These software applications are available on the NBX Resource Pack CD Applications NBX Call Reports NBX T
28. are listed Configuring the Operator Destinations To configure your own destinations for System and Personal Operator Log in to the NBX NetSet Utility and go to NBX Voice Mail Settings gt Personal Operator The current System Operator and Personal Operator extensions and access digits appear If the administrator has given you the appropriate configuration permissions the extensions appear in editable text boxes Edit the destinations to include the appropriate extensions The operator destination text string cannot exceed 16 characters Click Apply to complete your changes If you clear an operator destination using the Clear check box calls directed to that operator are directed instead to the default system operator extension 501 114 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM Using Message Waiting Indicator to Telephone Sending an MWI Message The Message Waiting Indicator MWI to Telephone allows a user to light a status button next to a programmable access button and leave a call back number on another telephone This feature is distinct from voice mail in that the telephone does not ring and there Is no voice mail message The light appears next to the Access button not the message waiting light used for voice mail Example A principal can use this feature to notify a teacher without interrupting the class to call the office as soon as possible You can send an MWI message to any telephone on your
29. are not able to answer your telephone You can listen to save and forward those messages from any touch tone telephone If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of the instructions in this chapter The steps are the same for initially setting up the name announcement personal greetings and passwords for personal 30 CHAPTER 4 NBX MESSAGING Changing Your Password gt greeting only and phantom mailboxes See Setting Up Your Password and Voice Mail for the First Time in Chapter 1 for details Your administrator creates group mailboxes and their passwords For changes to passwords and greetings see Changing Your Password and Changing Your Name Announcement and Personal Greetings later in this chapter m The default setting for the maximum length of each voice mail message on the system is 5 minutes Your administrator can configure your organization s NBX Messaging system to receive and store voice mail messages that are up to 10 minutes long a Use the Off Site Notification feature if you want the NBX system to notify you when callers leave voice mail messages in your voice mailbox See Off Site Notification in Chapter 6 a With a touch tone telephone you are able to bypass system messages using option buttons if you are configuring passwords and greetings However you cannot bypass voice mail mess
30. attempts to connect you when the called party at that extension becomes available On an NBX telephone the Automatic Callback feature is helpful when m The person you are calling is on another call and you want the system to generate a call back ring as soon as this person is available m The person you are calling does not answer the call and you want the system to generate a call back when this person is available You initiate an Automatic Callback through Feature code 469 or a programmed system access button depending on the type of NBX telephone you have and how it is configured You can initiate Automatic Callback while making a direct call to an extension that Is in use or unanswered On a 3Com Basic or Business Telephone or Attendant Console While on a call to an extension that is in use or unanswered press Feature 469 or press the Automatic Callback Access button if one is programmed on your telephone Disconnect from the call a f the Automatic Callback attempt is successful the message Callback Extension XXX appears on your display panel When the party on the destination extension becomes available you receive a call back ring When you answer this call back the destination extension rings and your call then can be connected a If the Automatic Callback attempt is not permitted the message Not Allowed appears on your display panel See More About Automatic Callback in this chapter If t
31. call and then hangs up The user at extension 1001 remains on hold while the user at extension 1005 hears a tone that indicates a caller is camped on As soon as extension 1005 is available extension 1005 rings with a call from extension 1001 In this example the user at extension 1004 simply initiates Camp On after receiving the call from extension 1001 If you have a 3Com Basic Business or Manager Telephone or Attendant Console you can initiate Camp On with Call Transfer to queue a call to an in use destination extension While on a call initiate a screened call transfer as described in Announced Screened Transfer earlier in this chapter When you see On Another Call on your display panel for the destination extension press Feature 468 or press the Camp On Access button if one is programmed on your telephone a If the Camp On attempt Is successful the call originator remains on hold while the destination extension receives a Call Waiting tone When the party on the destination extension becomes available the camped on call rings on the destination extension Or if the destination party remains unavailable and the Camp On Return Interval expires the call is returned to you See More About Camp On later in this chapter a If the Camp On attempt is not permitted the call originator remains on hold while the message Not Allowed or Camp On In Use appears on your display panel See
32. calls that are unanswered at the number you forward them to are passed on to the destination specitied for that number This setting can result in having your calls forwarded to another person s voicemail or to a loop of forwarding where the call is never answered Call Forward Precedence Forwarding Incoming Calls 55 m lf you select Automated Attendant you can choose to forward calls to your choice of Default Menu The default automated attendant usually extension 500 xs VoiceMail AA The default system voicemail usually extension 501 a f you select Disconnect no coverage the system disconnects an incoming call if it is not answered after the specified number of rings Click Apply to enter your changes Override To set the call forward override Log in to the NBX NetSet utility and go to Call Forward gt Call Forward Override Select your call forward conditions a f you select Call Forward All calls will not ring at all on your extension and will be immediately forwarded to the extension or external phone number you specify in the box m f you select the next button you can select either or both of the following conditions If you select Call Forward Busy calls will not ring at all when all of your lines are busy and will be immediately forwarded to the extension or external phone number you specify in the box If you select Call Forward No Answer calls ring the number of times you specify i
33. enter it again m Ona 3Com Entry Telephone or analog telephone if the account code is incorrect you may have to dial the phone number dial the correct account code and press again To enter an account code at any time before or during an incoming or outgoing call Press Feature 888 Dial the account code that has been assigned by your administrator and then press the key The NBX system records the account code and applies it to m The next call if you activate the Account Codes feature before a call arrives at your telephone a The current call if you activate the Account Codes feature during a call Your administrator can set up your NBX system to allow for Internal and External Caller ID or can configure the system so that you can block your identity telephone number from anyone you call By default the NBX system shows the extension and name of any internal caller on the display panel of your 3Com Telephone External Caller ID provides the same information for external incoming calls if your organization subscribes to the service from your local telephone company and if the caller has not blocked the information from being sent to the NBX system Availability and service charges for External Caller ID vary by location On certain NBX systems if your organization subscribes to Caller ID service from your local telephone company you can choose to prevent the NBX system from transmitting your Caller ID infor
34. existing call on hold and toggle to the call that is waiting To return to the first call press this button again Press this button to direct all incoming calls to your voice mail or to wherever you have specified in the NBX NetSet utility Call Forward gt Call Forward Press this button to toggle between headset and handset usage The Headset button mapping type is available only on telephones that have a dedicated headphone jack such as the 3Com 3102 Business Telephone Press this button and enter the appropriate password to log in to or out of an associated Automatic Call Distribution Hunt or Calling group Maps one of the group login logout Feature Codes login numbers to this button Ask your administrator for what login number to use Each login number logs you in or out of the associated group For more information see Using the 3Com Telephone Display Panel in Chapter 5 Do Not Disturb in Chapter 6 Extend Wrap Up Time in Chapter 7 Using Feature Codes in Chapter 8 Forwarding Incoming Calls in Chapter 5 Using a Headset in this chapter Automatic Call Distribution Groups Hunt Groups and Calling Groups in Chapter 7 Table 8 User Button Mappings continued Function Line Extension MWI For VM MWI To Ph Send MWI Cancel MWI Retrieve Other Park Button Description Use this button to map to the extension of another telephone to creat
35. group mailbox 44 CHAPTER 4 NBX MESSAGING D gt D gt Answering a Call STANDARD FEATURES This chapter describes standard features of the NBX Telephones It covers these topics m Answering a Call m Using the 3Com Telephone Display Panel m Dialing a Call m Forwarding Incoming Calls m Putting a Call on Hold m Transferring a Call m Direct Mail Transfer m Establishing a Conference Call m Using Camp On m Using Automatic Callback m Setting the Volume For help on accessing NBX features from an analog telephone or a third party SIP based IP Telephone see the applicable NBX Feature Codes Guide in the NBX NetSet utility If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of the instructions in this chapter To answer an incoming call pick up the handset If you are using a 3Com 3101SP Basic Telephone you can press Speaker An unanswered call on any telephone on the NBX system is forwarded to the call coverage point that you specify in the NBX NetSet utility Call Forward gt Call Forward or Call Forward Override page To specify the 46 CHAPTER 5 STANDARD FEATURES Caller ID Answering a Second Call 1 number of times that your telephone rings before the call is forwarded or to specify where you want the call to go see Forwarding Incoming Calls later in this chapter The display panel on your 3Com teleph
36. is ringing and the telephone group to which the ringing telephone belongs does not allow nonmember pickup See Call Pickup in Chapter 7 Your telephone may have lost connection to the system immediately after a call came in Remove the Ethernet cord from the jack then re insert it into the wall jack a Wait a few seconds If the telephone continues to ring disconnect the electrical power for your telephone and then plug it back in 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 You may be required to enter an account code to complete the call See Account Billing Codes in Chapter 7 146 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE INDEX A Access buttons 1105 Attendant Console 132 2101 Basic Telephone 27 3101 and 3101SP Basic Telephones 21 3105 Attendant Console 131 accessibility options 17 account codes feature code 125 account codes and billing codes 92 ACD 95 and the Do Not Disturb feature 85 ACD hunt calling groups feature code 125 administrator definition 10 agent supervisory monitoring 103 change 105 all calls forwarding 51 All Ports Busy message 144 analog telephones on an NBX system 13 announcements broadcasting 110 111 answering calls 45 applying your call permissions to another telephone 87 mapp
37. of the two Attendant Consoles is different the buttons work the same way In effect the Attendant Console is an extension of the 3Com Telephone to which it is associated See Figure 8 for 3Com 3105 Attendant Console buttons and controls and Figure 9 for 3Com 1105 Attendant Console buttons and controls The 50 Access buttons on a 3Com Attendant Console can each have two sets of assignments 1 through 50 and 51 through 100 To toggle between the two sets of assignments you press the Shift button Your administrator can assign features to each Access button Possible features include Status of internal telephone extensions busy available a Status of external telephone lines a Speed dials for a User extensions a Pager numbers a Cellular telephone numbers a Message Waiting Indicators MWI for Group mailboxes a Phantom or personal mailboxes m Time of Day Service Modes See your administrator for details a Status of ACD Hunt and Calling Group lines The four Feature buttons are preprogrammed for the most common features needed by a receptionist Transfer Transter to Voicemail Park and Hold The Shift button does not affect the operation of the Feature buttons Your administrator can change the features assigned to each button using the NBX NetSet utility Figure 8 and the text that follows it describe the features on the 3Com 3105 Attendant Console Figure 9 and the text that follows it describe the 3Com 1105 Att
38. or more members from the group dial the destination number that you want to delete and then press 1 40 CHAPTER 4 NBX MESSAGING Marking a Message as Private or Urgent a U A U N When you have added or deleted all of the destination numbers press m 1 to save the modified group list m 2 to cancel this modification to the group m to return to the previous menu OR hang up To review or modify a Personal Voice Mail Group from the NBX NetSet utility Log in the NBX NetSet utility and go to NBX Voice Mail Settings gt Personal Group List You see a list of your current personal voice mail groups Select the group to review or modity Click Modify You can change the Name for the group You can enter any VPIM extensions in the VPIMs box You can select members from the Non Members list and move them to the Members list by clicking the left arrow OR select members from the Members list and move them to the Non Members list by clicking the right arrow Click Apply and OK to complete your changes To delete a Personal Voice Mail Group from the NBX NetSet utility Log in to the NBX NetSet utility and go to NBX Voice Mail Settings gt Personal Group List You see a list of your current personal voice mail groups 2 Select the group to delete 3 Click Remove Click Yes to confirm When you compose a voice message you can select Private or Urgent from the delivery options If you do not select a delivery option
39. password for the NBX NetSet utility 3Com recommends that you use the same password for the NBX NetSet utility and your messaging application For all voice messaging systems a Use only 4 to 10 digit numbers Do not use letters or as part of your password 1 Exception If you are using a third party SIP based IP telephone on the NBX system refer to the NBX Feature Codes Guide for SIP Telephones for how to set and change the NBX NetSet utility password 3Com Phones Message button and follow the voice prompts OR for systems that do not use NBX Messaging Feature 434 new password repeat your new password Analog Phones 500 and follow the voice prompts OR for systems that do not use NBX Messaging Feature Entry Tone 434 Feature Entry Tone new password Feature Entry Tone repeat your new password Confirmation Tone After you have set your initial NBX password continue to follow the voice prompts to record your name announcement Your name announcement tells callers that they have reached your voice mailbox Then follow the voice prompts to record your personal greeting Your personal greeting lets callers know important information about you for instance that you are on vacation available at another number or unavailable for a specified amount of time At any time you can change these greetings or record more than one personal greeting a
40. site codes in your organization see your administrator To forward the message to several recipients dial each destination number followed by After the last destination number and its press again to send your message Follow the prompts to delete or save the message you just forwarded To create and send a message directly without actually making a call Sending a Message follow these steps Log in to your mailbox at your telephone or remotely 2 Dial 2 to select Create and Send a Message 3 At the tone record a message that Is at least 2 seconds long and press to end the recording Optionally press one of these buttons OR proceed to step 5 Press 2 to re record the message Press 3 to review the message Press 9 to mark the message Private or Urgent See Marking a Message as Private or Urgent later in this chapter Press to cancel your message 5 When you are ready to send the message press 1 6 Dial one of these destination numbers plus a The internal extension or mailbox number of the recipient 7 8 Using Voice Mail Group Lists Viewing System Groups Creating Personal Groups Using Voice Mail Group Lists 37 m A speed dial number See Speed Dials in Chapter 6 m A voice mail group list number See Using Voice Mail Group Lists later in this chapter a A site code plus extension to send to a user on another NBX system in your organization Example neee
41. supervisory monitoring is enabled on a call a Supervisor can change the agent being monitored To monitor a different agent in the same supervisory monitoring domain Monitor the current agent s call Press the soft button to select Change Agent The display panel prompts you for the extension number of the agent Enter the extension number of the agent m You begin to monitor the call either silently or with a tone announcing the call to the agent depending on system configuration Your display panel now provides options to Whisper Change Agent or Barge In Call Privacy allows a user to prevent a call from being monitored NBX telephone users can toggle Call Privacy on and off to block or accept Supervisory monitoring on a call by call basis In contrast membership in the Privacy List domain set by the administrator ensures that all calls associated with this user cannot be monitored The NBX administrator can enable or disable Call Privacy for each Class of Service CoS user group If your administrator assigned you to a CoS group that allows Call Privacy you can use Feature code 428 to prevent your current call from being monitored To see if you can activate Call Privacy log in to the NBX NetSet 106 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM D gt More About Supervisory Monitoring D gt utility and go to My Calling Privileges gt Call Permissions You are allowed to activate Call Privacy if the Call
42. system some of these features may not be available to yOu 70 CHAPTER 6 PERSONALIZING YOUR TELEPHONE Ringer Tones User Button Mapping m The settings on your telephone including your extension personal settings and system settings remain the same even when you move your telephone from one Ethernet jack to another as long as both Ethernet connections are part of the same LAN Because your extension and personal settings are associated with your telephone you cannot switch your telephone with another user s telephone without first having your administrator reassociate your profile with the other telephone To help you to distinguish the ring tone of your 3Com telephone from the sound of other phones use the NBX NetSet utility to select one of nine ringing tones You can also choose Silent Ring to disable audible ringing To change the ringer tone Verify that your computer has a sound device a USB headset or a sound card with either headphones or speakers Log in to the NBX NetSet utility and go to Telephone Programming gt Ringer Tones Click each of the nine Ringer Tone Settings to hear the choices Select the number of the tone that you want 5 Click Apply When you choose Silent Ring the status light or display panel icon flashes when a call arrives but the teleohone never rings A headset attached to the headset connector of a 3102 or 3102B Business Telephone also plays a tone audible only through the head
43. use that ID number Include all of the prefix numbers that you would normally dial such as a 9 or 8 or 1 to access an outside line and if necessary the country code or area code Do not use spaces hyphens commas or other nonnumeric characters In the Account Code box type an account code if it is required or useful for calls to this destination In the Comment text box type a brief description usually a name that corresponds to the number After you have made all of your changes to the personal speed dials click Apply to complete your changes To use a personal speed dial Pick up the handset If you are using a 3Com 3101SP Basic Telephone you can press a Speaker Press the Feature button plus the 3 digit personal speed dial code for the number that you want to call Or scroll to Personal Speed Dials on the display panel press SIct scroll to the number that you want to dial and press Slct 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 78 CHAPTER 6 PERSONALIZING YOUR TELEPHONE System wide Speed Dials gt Special Case One Touch Speed Dials gt Your administrator can set up to 100 system wide speed dials using ID numbers 700 through 799 for numbers that are dialed frequently by many internal users You can view the system wide speed dial list through the NBX NetSet utility Or you can view
44. which to forward calls Your call coverage points are the destinations you forward your calls to when you do not answer They can be telephone extensions or external telephone numbers your voice mail box or an automated attendant You can choose when to forward calls m Default Forwards unanswered incoming calls to your default call coverage point after a specitied number of rings if you have not specified another condition Setting Call Forward from the Telephone D gt Forwarding Incoming Calls 51 m Call Forward No Answer Forwards unanswered incoming calls to a call coverage point when your phone rings for a specified number of rings m Call Forward Busy Forwards incoming calls to a call coverage point when your phone is busy If you have multiple lines all lines must be in use in order for Call Forward Busy to engage a Call Forward All Forwards all incoming calls without ringing to a call coverage point regardless of the state of your phone Use this feature when for example you plan to be away from your phone for an extended period of time You can set call forwarding trom your telephone You choose the condition for call forwarding default no answer busy or all and the destination When you specify an external telephone number as the destination start by entering a 9 or 8 or whatever is required to access an outside line Example 912815551212 dials 281 555 1212 You can enter a if a paus
45. who can initiate a WhisperPage session with you The NBX NetSet administrator can enable or disable the alert tone and specify the Decline Time which ranges from 0 to 9 9 seconds For additional tips and considerations on using WhisperPage see More About WhisperPage later in this chapter To start a WhisperPage session Pick up the handset Press Feature 426 Or press the Access Button if one is configured for WhisperPage The display panel prompts you for the WhisperPage extension Enter the extension you want to whisper to If the listener s telephone has a display panel it shows the WhisperPage attempt and your extension Additionally an optional tone may be played to alert the listener At this point the listener can either accept the WhisperPage request by doing nothing or refuse the request by activating Do Not Disturb If the listener accepts the WhisperPage request after a brief delay you will hear a tone that tells you to begin the WhisperPage session Additionally your telephone s display panel shows Whispering and the listener s extension Begin speaking When you have finished go off hook to end the WhisperPage session More About WhisperPage Call Park D gt Call Park 109 These usage tips and limitations apply to WhisperPage The WhisperPage listener can refuse or end a WhisperPage session at any time by activating Do Not Disturb m You cannot initiate a WhisperPage sessi
46. you to confirm the delete of the entry Press the Yes soft button After you have sent an MWI message you can cancel it and remove it from the list on the target telephone If it is the only unattended MWI message on the target telephone cancelling it turns off the MWI light 116 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM Dialing a Call toa Remote Office Using Unique Extensions You can cancel an MWI message only from the same extension from which you sent the MWI message To cancel an MWI message Pick up the handset and press Feature 413 Or press the MWI Cancel access button The display panel on your 3Com Telephone shows Cancel MWI To Dial the extension to which you sent the MWI message that you want to cancel and press The display panel on your 3Com Telephone shows Cancel Sent You can dial calls between sites in your organization that are separated geographically but that are linked by a Wide Area Network WAN connection Each site must have an NBX system Typical configurations are described in the next sections In the sample network shown in Figure 6 everyone in the entire organization has a unique telephone extension Whenever you make a call to an extension that is not located at your own site your NBX system sets up a connection to the NBX system at the other extension s site In this example to call a user in Dallas a user in Chicago dials a Dallas extension 3000 through 3999 The dial
47. your message is sent as a Normal message m Private Messages The recipient cannot forward the message to others Other Ways to Manage Your Voice Mail Messages Other Kinds of Mailboxes Greeting Only Mailbox Other Ways to Manage Your Voice Mail Messages 41 m Urgent Messages Places the message at the beginning of the recipient s message queue Urgent messages are heard first W H Follow the steps in Replying to a Message Forwarding a Message or Creating and Sending a Message earlier in this chapter 2 In step 4 of those instructions press 9 3 To mark the message Urgent press 1 To mark the message Private press 2 To send the marked message press 1 or listen to the prompts for other choices You can listen to and in some configurations delete your voice messages from within an e mail application or a messaging application using your Internet browser For details see Listening to Your Messages in Your E mail in Chapter 7 The NBX system allows you for the greeting only mailbox or the administrator for phantom or group mailboxes to set up mailboxes for special situations as described in this section When you designate your mailbox as a greeting only mailbox callers hear your personal greeting but they cannot leave a voice mail message To change your voice mailbox to a greeting only mailbox log in to the NBX NetSet utility and go to NBX Voice Mail Settings gt P
48. 0 system speed dials use the Other button mapping described earlier in this table Press this button to switch this Analog Line Card port from pulse dialing to tone dialing DTMF You cannot switch from tone dialing back to pulse dialing during a call For more information see Call Pickup in Chapter 7 Call Pickup in Chapter 7 Speed Dials later in this chapter Dialing a Call in Chapter 5 Using a Headset later in this chapter Speed Dials later in this chapter Using Pulse Dialing in Chapter 7 User Button Mapping 75 Table 8 User Button Mappings continued Function Transfer WhisperPage Wrap Up Time Xfer Vmail Button Description For more information see Press this button to transfer a caller to an internal extension Transferring a Call in or an external telephone number Chapter 5 Press this button and when prompted enter the extension WhisperPage in Chapter 7 to initiate a WhisperPage session Press this button to activate the ACD Wrap Up Time Wrap Up Time in Chapter 7 session if this feature has been enabled by the ACD administrator You can extend the Wrap Up Time session duration by using the Extend Wrap up Time feature Press this button to transfer a caller directly to another Direct Mail Transfer in person s mailbox Chapter 5 Button Mapping The following notes apply to user button mapping Notes Button Type Functions
49. 099 3 digit dial plan 601 609 110 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM Paging If the call is not answered within 5 minutes default after it is parked It rings again at the original telephone Your administrator can modify the length of this waiting period To park a call While you are on a call press Feature 444 Or press the Access button assigned to Call Park Dial a Call Park extension from the list shown in Table 9 or the list of extensions at your location If you select a Call Park extension that is already in use Park Cancelled appears on the display panel on your 3Com Telephone and the call rings back to your telephone Try another Call Park extension To notify another user about the parked call From 3Com 3101 and 3101SP Basic Telephones select an Access button that is assigned for placing telephone calls and dial the user s extension or use the paging feature See Paging next for details From a3Com 2101 Basic Telephone press and release the hook switch When you hear the dial tone dial the user s extension or use the paging feature See Paging next for details To retrieve a parked call Pick up the handset of any telephone on the system Dial the Call Park extension that was assigned to the call Paging is the general term used to describe the act of broadcasting a voice message through audio speakers You can a Page all extensions with speakers on the sys
50. 130 Access Buttons 130 Feature Buttons 130 Attendant Console Labels 133 Opening the 3105 Attendant Console Label Cover 133 Complement Attendant Software 134 Managing Calls 136 TELEPHONE INSTALLATION AND MAINTENANCE Connecting the Telephone 137 Attaching and Adjusting the Articulating Support Bracket 139 Attaching and Adjusting the Fixed Support Bracket 141 Low Profile and High Protile Positions 141 Wall Mount Position 142 Security Wall Mount Bracket 143 Moving Your Telephone 143 Swapping Telephones 143 Cleaning Your Telephone 143 Troubleshooting Problems 143 INDEX VW ABOUT THIS GUIDE This guide is intended for anyone using a 3Com Basic Telephones m 3Com Attendant Consoles m NBX Complement Attendant Software It includes information about using the NBX Voice Mail system and the NBX NetSet administration utility for personal telephone settings Devices documented in this guide include a Telephones 3Com 3101 Basic Telephone 3Com 3101SP Basic Telephone 3Com 2101 Basic Telephone m Attendant Consoles 3Com 3105 Attendant Console 3Com 1105 Attendant Console a NBX Complement Attendant Software If the information in the release notes readme pdf on the NBX Resource Pack CD differs from the information in this guide follow the instructions in the release notes Analog telephones connected through the Analog Terminal Card or the Analog Terminal Adapter can use most of the features described in th
51. 3 With a bridged extension buttons and status lights on one telephone are associated with buttons and status lights on another telephone On the primary telephone you can perform all operations such as dialing telephone calls placing calls on hold forwarding calls and so on On the secondary telephone you can answer calls that are made to the primary telephone s extension but you cannot make calls using the buttons that are associated with the primary telephone The administrator can create bridged extensions on m Any 3Com Manager s Telephone m Any 3Com Business Telephone m Any 3Com 3101 or 3101SP Basic Telephone gt Delayed Ringing D gt Using Pulse Dialing D gt Delayed Ringing 119 m A3Com 2101 Basic Telephone if a 3Com Attendant Console is associated with it The administrator creates the bridged extension on the Attendant Console Example If an assistant s job is to answer a manager s telephone calls the administrator can map the manager s extension on the assistant s telephone The manager s telephone is the primary telephone and the assistant s telephone is the secondary telephone Your administrator can map a primary telephone s extension to one or more secondary telephones 3Com Business Telephone 3Com Manager s Telephone and Attendant Console only The Delayed Ringing feature prevents a call on a shared line from ringing on a specific telephone until the incoming call rings on anothe
52. 6 PERSONALIZING YOUR TELEPHONE Speed Dials D gt Personal Speed Dials Delayed Ringing works only when your administrator maps telephone company lines directly to buttons on two or more telephones or defines bridged station appearances After that is done you can alter the delayed ringing pattern by changing the delay before ringing occurs on the mapped line on your phone To edit a Delayed Ringing Pattern go to Telephone Programming gt Button Mapping The button mapped to the telephone line or designated as a bridged extension will have the Type set to Line Extension For the shared line appearance button set the Ring box to the behavior that you want To have the telephone begin ringing after one ring select 1 after two rings select 2 Select No to disable ringing entirely The lamp still functions to indicate ringing call status Do not change the settings in the Type Number and Priority fields This section describes the types of speed dials m Personal m System wide m One Touch It also describes how you can print a list of soeed dials You can also print a set of labels for your telephone showing which of your buttons are mapped to features and speed dial numbers Although 3101 and 3101SP Basic Telephones each have two Access buttons that can be made available by your administrator for One Touch speed dial numbers these buttons are mapped by default as a Feature button and a Transfer button Changing the settin
53. 6 CHAPTER 6 PERSONALIZING YOUR TELEPHONE Preventing 3 To disable Do Not Disturb mode repeat steps 1 and 2 The DO NOT gt DISTURB message disappears trom the display panel To view your current Do Not Disturb setting even if you do not have a 3Com Telephone or if you are away from your desk log in to the NBX NetSet utility and go to My Calling Privileges gt Feature Settings To prevent others from dialing long distance or other unauthorized calls Unauthorized Use of Your Telephone Telephone Locking 1 from your telephone permanently ask your administrator to adjust the call permissions schedule for your extension or you can adjust it temporarily with the Telephone Locking feature To enable and disable the Locking feature using the feature code Pick up the handset and press Feature 432 The display panel on a 3Com Telephone prompts you to enter your password Enter your password and hang up Your telephone is now locked The display panel shows the Lock icon It displays only the directory and system wide speed dials To turn off this feature repeat steps 1 and 2 The Lock icon disappears Your call logs and personal speed dials are again available Additional Notes m When Telephone Locking is activated a person using your telephone can dial only toll free calls calls to emergency services such as 911 in the United States or calls to teleohone numbers that have been programmed in your system as
54. API Service Provider NBXTSP NBX Desktop Call Assistant Complement Attendant Software ocxset Soft Telephone NBX Media Driver Applications with a have been tested with Windows XP Home Edition and Windows XP Professional Edition 122 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM NBX Tones FEATURE CODES This chapter describes how to use feature codes with the 3Com Telephones It covers these topics NBX Tones m Feature Codes with 3Com Telephones m Using Feature Codes For help on accessing NBX features from an analog or a third party SIP based IP telephone see the applicable NBX Feature Codes Guide in the NBX NetSet utility As you use your 3Com Telephone to receive voice mail and use the feature codes on the NBX system you hear these tones as Dial Tone When you lift the receiver to place a call or begin using one of the features you hear the normal Dial Tone except for the circumstance described in the next bulleted item New Messages Dial Tone When your voice mailbox has either new or unsaved messages and you pick up your handset you hear the New Messages Dial Tone a repeated short tone also called the stutter tone until you delete or save every message Your administrator can turn the New Messages Dial Tone on or off Feature Entry Tone When you lift the handset and press the Feature button to begin using one of the features you hear the Feature Entry T
55. Call in Chapter 5 add parties to a conference call Conference Drop Press this button to drop the last person who joined the Disconnecting the Last Person conference call That You Called in Chapter 5 Default Indicates that this button has no mapping 72 CHAPTER 6 PERSONALIZING YOUR TELEPHONE Table 8 User Button Mappings continued Function Directory Do Not Disturb Extend Wrap Up Time Feature Flash Fwd Vmail Headset grp login out 0 99 0 29 on NBX 100 Button Description Press this button to access the Name Directory a list of telephone users displayed in the LCD window of your telephone The user can select a name from the list to dial it automatically Press this button to toggle on and off the Do Not Disturb feature Press this button to extend the ACD Wrap Up Time session duration Wrap Up Time must be enabled by the ACD administrator You can use this feature only once per call Use this button to access any system feature by pressing it and then dialing the Feature Code For example if a telephone does not have a button programmed for Call Park you can press the Feature button and then dial the Call Park Feature Code 444 to access the Call Park feature If your NBX system is connected to a Central Office CO by one or more Analog Line Card ports and if the CO provides a feature such as Call Waiting that requires a flash signal press this button to signal the CO to put the
56. Com and a copy will be provided to you UNITED STATES GOVERNMENT LEGENDS If you are a United States government agency then this documentation and the software described herein are provided to you subject to the following United States Government Legend All technical data and computer software is commercial in nature and developed solely at private expense Software is delivered as Commercial Computer Software as defined in DFARS 252 227 7014 June 1995 or as a commercial item as defined in FAR 2 101 a and as such is provided with only such rights as are provided in 3Com s standard commercial license for the Software Technical data is provided with limited rights only as provided in DFAR 252 227 7015 Nov 1995 or FAR 52 227 14 June 1987 whichever is applicable You agree not to remove or deface any portion of any legend provided on any licensed program or documentation contained in or delivered to you in conjunction with guide Unless otherwise indicated 3Com registered trademarks are registered in the United States and may or may not be registered in other countries 3Com the 3Com logo and NBX are registered trademarks of 3Com Corporation NBX NetSet and pcXset are trademarks of 3Com Corporation Other brand and product names may be registered trademarks or trademarks of their respective holders CONTENTS ABOUT THIS GUIDE How to Use This Guide 10 Conventions 10 Documentation 11 Comments on the Documentation 11 GETTIN
57. Display panel Displays telephone status messages Caller ID information if enabled and the number of messages that you have in your voice mail mailbox You can also use it to view these items a Logs of your recent missed answered and dialed calls a A directory of people s names in your organization m Personal speed dial numbers 10 11 12 13 Telephone Buttons and Controls 21 m System wide speed dial numbers a Call forward setting for all calls Scroll buttons Up Down Left Right Center Allow you to scroll through the items in the telephone display panel See Using the 3Com Telephone Display Panel in Chapter 5 The left right and center buttons are reserved for future use Message button Accesses your voice mail messages through the NBX Messaging system See Listening to NBX Messages in Chapter 4 Hold button Places a caller on hold See Putting a Call on Hold in Chapter 5 Label area for Access buttons You can use the NBX NetSet utility to create a new label if you change any button mappings Microphone 3101SP only Activated when the telephone is in speaker phone mode that is after you press the a speaker button For best results keep the area around the microphone free of obstructions To minimize the effects of background noise the microphone is directional it performs best when you are directly in front of the telephone Programmable Access buttons A
58. G STARTED Setting Up Your Password and Voice Mail for the First Time 13 NBX NetSet Utility 15 Starting the NBX NetSet Utility 16 Navigating the NBX NetSet Utility 17 Setting Your Accessibility Options 17 Quick Reference Guide 17 3COM 3101 AND 3101SP BASIC TELEPHONES Telephone Buttons and Controls 19 Programmable Access Buttons 22 Status Lights for System Appearance Buttons 23 3COM 2101 BASIC TELEPHONE Telephone Buttons and Controls 25 Programmable Access Buttons 27 Status Icons 28 NBX MESSAGING NBX Messaging Components 29 Important Considerations 29 Changing Your Password 30 Security Tips 31 Changing Your Name Announcement and Personal Greetings 31 Listening to NBX Messages 32 Message Indicators 32 Listening from Your Computer 33 Listening from Your 3Com Telephone 33 Listening from Any Internal 3Com Telephone 33 Listening from an External Location 33 Managing Your Messages 34 Information About Your Messages 34 Replying toa Message 35 Forwarding a Message 35 Creating and Sending a Message 36 Using Voice Mail Group Lists 37 Viewing System Groups 37 Creating Personal Groups 37 Modifying or Deleting Personal Groups 39 Marking a Message as Private or Urgent 40 Other Ways to Manage Your Voice Mail Messages 41 Other Kinds of Mailboxes 41 Greeting Only Mailbox 41 Phantom Mailbox 42 Group Mailbox 42 STANDARD FEATURES Answering a Call 45 CallerID 46 Answering a Second Call 46 Using the 3Com Telephone Display Panel 47
59. Mailbox Group Mailbox A phantom mailbox does not have an actual telephone associated with it The administrator sets up a phantom mailbox Examples a lf you are a sales representative who travels constantly for your organization and never comes into the office you still need a way to receive teleohone messages Using your phantom mailbox you can retrieve forward and save messages in the same way that any other employee can but without a physical telephone connected to your NBX system a f you are an employee who lives a long distance from your office and works from home customers and others can leave messages in the your phantom mailbox and you can call in to the NBX system to retrieve them or you can listen to them from the NBX NetSet utility You retrieve messages from a phantom mailbox in the same way that you retrieve messages from a personal mailbox See Listening to NBX Messages earlier in this chapter A group mailbox is a voice mailbox from which a group of users can retrieve messages Your administrator creates group mailboxes and can explain how to retrieve messages that are left in the group mailbox Example During nonbusiness hours the system can send incoming telephone calls for your sales department to a group mailbox Your administrator Other Kinds of Mailboxes 43 assigns to the appropriate sales people the ability to listen to forward or otherwise handle all messages that are directed to the
60. More About Camp On later in this chapter 64 CHAPTER 5 STANDARD FEATURES Initiating Direct Camp On More About Camp On You can initiate Camp On to directly queue a call on to a destination extension that is in use or busy On a 3Com Basic or Business Telephone or Attendant Console While on a call press Feature 468 or press the Camp On Access button if one Is programmed on your telephone You are prompted to enter the Camp On destination extension Enter the three digit or four digit extension that you want to Camp On If the Camp On attempt Is successful the call originator remains on hold while the destination extension receives a Call Waiting tone When the party on the destination extension becomes available the camped on call rings on the destination extension Or if the destination party remains unavailable and the Camp On Return Interval expires the call is returned to you See More About Camp On in this chapter If the Camp On attempt Is not permitted the message Not Allowed or Camp On In Use appears on your display panel See More About Camp On in this chapter These usage tips and limitations apply to Camp On A system wide Camp On Return Interval determines how long a caller can stay camped on to an extension The default Camp On Return Interval is 180 seconds three minutes The NBX administrator can configure it to be anything from 30 seconds to 10 minutes If the Camp
61. NBX system that has an MWI Retrieve button enabled Sending an MWI message turns on the light on the target telephone if it is not already lit and leaves your telephone number as a callback number You cannot send an MWI message to a Telephones that do not have an MWI Retrieve button enabled or that have reached their MWI message limit 30 m Remote NBX systems over external line a Calling Groups Hunt Groups or ACD Groups To send an MWI message Pick up the handset and press Feature 412 Or press the MWI to Ph Send access button The display panel on your 3Com Telephone shows Send MWI To 2 Dial the extension that you want to call and press 3 The display panel on your 3Com Telephone shows Success Retrieving an MWI Message gt To receive and retrieve an MWI message you must have a 3Com Telephone with a display panel and a programmable access button with status light configured for MWI Retrieve You or your administrator can also configure additional buttons for MWI To Ph Send and MWI Cancel A 3Com 2101 Basic Telephone cannot receive an MWI message An analog telephone cannot receive an MWI message When the light is lit on your telephone you can press the MWI Retrieve button scroll through your display panel to see the caller ID and return the call When you press the MWI Retrieve button you turn off the MWI light You may still have one or more calls in a list to return Deleting MWI Messages Cance
62. NDARD FEATURES D gt enter a if a pause is required between an access code and a destination number Default The Call Forward page defines basic call forwarding You choose from four destinations voicemail box a phone number the automated attendant or disconnection You can override these settings on the Call Forward Override page or by making changes on the telephone To set the default call forwarding Log in to the NBX NetSet utility and go to Call Forward gt Call Forward Select the number of rings you want the caller to wait before the call coverage point is activated Select the call coverage point a f you select Forward to voicemail box the caller can leave a message m lf you select Forward to phone number enter that extension or external phone number in the box The number that you choose may be limited by your call permissions To view your permissions go to My Calling Privileges gt Call Permissions The selection tor Forward to phone number specifies where you want to forward calls that are not answered at your internal extension If you check the box below the Forward to phone number calls that are unanswered at the number you forward them to are passed on to your choice of User Voicemail Your voicemail box Default Menu The default automated attendant usually extension 500 a VoiceMail AA The default system voicemail usually extension 501 If you leave the box unchecked
63. Privacy feature is enabled You can activate Call Privacy before a call for example by going off hook and dialing Feature code 428 and then dialing an internal or external call or during a call for example dialing Feature code 428 after answering an incoming call The administrator may also map Feature code 428 to one of your telephone system access buttons To activate toggle on Call Privacy Press Feature 428 Or press the Call Privacy Access button if one is programmed on your telephone m The message CALL PRIVACY ON appears on the display panel to indicate that Call Privacy is enabled In the case of an incoming call Call Privacy cannot be activated while the session is alerting In this case you must answer the incoming call before activating Call Privacy To deactivate toggle off Call Privacy While Call Privacy is on press Feature 428 again Or press the Call Privacy Access button if one is programmed on your telephone m he message CALL PRIVACY OFF appears on the display panel to indicate that Call Privacy is disabled When any active Call Privacy session ends for example you activate Call Privacy initiate a call and then exit the call the Call Privacy settings are no longer applicable and the next call is open to monitoring These usage tips and limitations apply to Supervisory Monitoring A supervisor can only monitor an agent who is a member of the domain associated with the domain p
64. Qo 3COM U NBX Bas c Telephone Guide NBX Networked Telephony Solutions System Release 6 0 Part Number 900 0336 01 Published July 2006 http www 3com com 3Com Corporation 350 Campus Drive Marlborough MA 01752 3064 Copyright 1998 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 please contact 3
65. System Administrator and specify the following information m The supervisory monitoring domain s unique name and password Monitor Supervisory Monitoring 103 a The types of calls that can be monitored Incoming Group ACD HG or RP Only calls or All calls m The calling groups ACD HG or RP that can be monitored m The agents users who can be monitored a Announcement tones for Monitor Whisper and Barge In modes A special system domain called the Privacy List specifies users who cannot be monitored In addition any users who have the Call Privacy privilege enabled for their Class of Service CoS group can prevent individual calls from being monitored For more information on privacy see Call Privacy later in this chapter Agents must be defined as members of a supervisory monitoring domain This includes people who take a transferred call or answer one with call pickup Supervisors are people using the domain password to monitor the agent s call The supervisor must provide the password of the supervisory monitoring domain that has the agent user listed The supervisor must use a 3Com Telephone with a display panel and appropriate soft buttons not a 3Com Entry Telephone 3Com Cordless Telephone or an analog telephone Customers are people who make an incoming call to an agent supervisory monitoring domain member A customer can be an internal or external caller Monitor allows the super
66. TING MORE FROM YOUR TELEPHONE SYSTEM Listening to Your Messages in Your E mail 92 Account Billing Codes 92 Caller ID 93 Internal and External Caller ID 93 Calling Line Identity Restriction CLIR 93 Call Pickup 95 Directed Call Pickup on a Specific Telephone 95 Group Call Pickup 95 Automatic Call Distribution Groups Hunt Groups and Calling Groups 95 Automatic Call Distribution 96 Hunt Groups 99 Calling Groups 101 Group Membership 102 Supervisory Monitoring 102 Agent Role for 3Com Entry and Analog Telephones 102 Supervisory Monitoring Terminology 102 Monitor 103 Whisper 104 Barge In 104 Change Agent 105 Call Privacy 105 More About Supervisory Monitoring 106 WhisperPage 107 Starting a WhisperPage Session 108 More About WhisperPage 109 Call Park 109 Paging 110 Paging the System 111 Paging Zones 111 Configurable Operators 112 How Configurable Operators Work 112 Configuring the Operators 113 Using Message Waiting Indicator to Telephone 114 Sending an MWI Message 114 Retrieving an MWI Message 114 Deleting MWI Messages 115 Cancelling an MWI Message 115 Dialing a Call to a Remote Office 116 Using Unique Extensions 116 Using Site Codes 117 Bridged Extensions 118 Delayed Ringing 119 Using Pulse Dialing 119 Additional Applications 121 FEATURE CODES NBX Tones 123 Feature Codes with 3Com Telephones 124 3Com Basic Telephone 125 Using Feature Codes 125 3COM 3105 AND 1105 ATTENDANT CONSOLES 3Com Attendant Console
67. When you choose to be notified by voice mail the NBX system calls the number that you enter in this field When you answer the call the system announces the new voice message and allows you to follow the prompts to access your voice mailbox and listen to and delete any of your messages a f you selected EMail for Method in step 4 82 CHAPTER 6 PERSONALIZING YOUR TELEPHONE 10 a Enter the e mail address at which you want to be notified You can use different e mail addresses for different Attempts When you choose to be notified by e mail message the NBX system sends you an e mail message for each voice mail message that you receive The voice message may be attached to the e mail message as a WAV file See the tables in Notice Behaviors later in this section You can listen to the messages using your PC sound device a USB headset or a sound card with either speakers or headphones If you delete the e mail notice with its attached WAV file after you listen to the message you delete only the copy The original voice mail message remains in your NBX voice mailbox You must log in to the NBX voice mail system by telephone or through the NBX NetSet utility to delete your messages From the Interval drop down list box select the number of minutes that you want the system to wait after each attempt before it moves to the next attempt The best time interval depends on the Attempt method that you choose For instanc
68. ages in Chapter 4 Putting a Call on Hold in Chapter 5 Preventing Unauthorized Use of Your Telephone in Chapter 6 Using Message Waiting Indicator to Telephone in Chapter 7 Using Message Waiting Indicator to Telephone in Chapter 7 Using Message Waiting Indicator to Telephone in Chapter 7 Supervisory Monitoring in Chapter 7 Setting Up Your Password and Voice Mail for the First Time in Chapter 1 Setting Up Your Password and Voice Mail for the First Time in Chapter 1 Bridged Extensions in Chapter 7 Using the 3Com Telephone Display Panel in Chapter 5 Using a Headset in Chapter 6 Displays lists for you to scroll through and select Speak except 2101 and 3101 and listen without picking up the handset Personal Speed Dials in Chapter 6 Personal Speed Dials in Chapter 6 Transferring a Call in Chapter 5 128 CHAPTER 8 FEATURE CODES Table 11 NBX Feature Codes continued Feature Feature Code See Version F 827 Displays the NBX software version Volume Up or Down F 102 to raise the sound Setting the Volume in Chapter 5 or F 103 to lower the sound WhisperPage F 426 destination extension brief WhisperPage in Chapter 7 delay 0 9 9 sec then begin whispering Wrap Up Time F 972 Wrap Up Time in Chapter 7 3COM 3105 AND 1105 ATTENDANT CONSOLES 3Com Attendant Consoles and the NBX Complement Attend
69. ages in this manner You use the same 4 digit to 10 digit password to log in to the NBX NetSet utility and to access your NBX voice mail You can change this password with your telephone using the NBX voice prompts or a feature code or through the NBX NetSet utility To set up your password for the first time see Table 4 and NBX NetSet Utility in Chapter 1 Table 4 also describes how to change your password If you forget your password the administrator can set it to be your extension number Then follow the instructions in Table 4 in Chapter 1 to change it to a more secure password Also see Security Tips next If your NBX system uses a messaging system other than NBX Messaging a Use the feature code method described in Table 4 in Chapter 1 to set and change the NBX NetSet utility password m 3Com recommends that you use the same password for your voice messaging system and for the NBX NetSet utility Security Tips Changing Your Name Announcement and Personal Greetings Changing Your Name Announcement and Personal Greetings 31 Change your password often Do not use passwords that can easily identify you such as your phone extension or birth date ms Avoid simple passwords such as 1234 or 0000 a Use numbers only do not use letters or as part of your password Longer passwords are more secure You can use up to 10 digits for your password m Never tell your password to anyone Yo
70. al tone This feature is used with Call Park See Call Park in Chapter 7 3 Display panel Displays telephone status messages see Table 6 Caller ID Locked Telephone and other feature information if enabled and the number of messages In your voice mail mailbox You can also use it to view these items m Logs of your recent missed answered and dialed calls m A directory of people s names in your organization m Personal speed dial numbers m System wide speed dial numbers a Call forward setting for all calls Programmable Access Buttons Programmable Access Buttons 27 Soft buttons Allow you to select items that are displayed in the telephone display panel See Dialing a Call in Chapter 5 The buttons from left to right are a Sict Select ms Back returns you to the next higher level in the menu a Exit leaves the display panel menus Scroll buttons Allow you to scroll through the items in the telephone display panel See Using the 3Com Telephone Display Panel in Chapter 5 MSG Message button Accesses your voice mail messages through the NBX Messaging system See Listening to NBX Messages in Chapter 4 7 Telephone key pad 8 Volume control buttons Raise or lower the volume of the ringer the 10 11 12 handset or the headset See Setting the Volume in Chapter 5 Hold button Places a caller on hold See Putting a Call on Hold in Chapt
71. all when you are using a headset m Ona 3Com Basic Telephone or an analog telephone hang up the handset or press Feature 111 Certain brands of headsets enter a power saving mode that prevents the telephone from ringing for one or more calls when both of these circumstances are true m The headset amplifier buttons for Mute and On are both set to On m The handset is off the phone for a long time for instance overnight It may take a few minutes for your headset to return from the power saving mode to the active mode when calls first come in so your telephone may not ring until the headset has returned to active mode and you may miss a call If you plan to not use the headset for a long time for instance overnight 3Com recommends that you set the mute and headset buttons on the amplitier to Off and hang up the handset on your teleohone When you are ready to receive calls again set up the headset for receiving calls Pick up the handset on your telephone and set it on your desk Put on the headset On the amplifier set the headset button to On 90 CHAPTER 6 PERSONALIZING YOUR TELEPHONE VW GETTING MORE FROM YOUR TELEPHONE SYSTEM This chapter covers these topics Listening to Your Messages in Your E mail Account Billing Codes Caller ID Call Pickup Automatic Call Distribution Groups Hunt Groups and Calling Groups Supervisory Monitoring WhisperPage Call Park Paging Contigurable Operators Using
72. alls transferred to a user s mailbox by means of Direct Mail Transfer are always directed into that user s voice mailbox even if the recipient has specified a different call coverage point On a 3Com Basic Telephone While you are on a call press Feature 441 Dial the voice mail extension of the person to whose voice mailbox you want to transfer the call Hang up the handset Depending on the type of telephone you have you can establish a Conference Call with up to four parties including yourself You must be using a telephone on the NBX system to establish the call The other one to three parties can be any combination of internal and external parties If the NBX has SIP Session Initiation Protocol enabled you are limited to three party Conference calls including yourself unless your NBX system is configured with a 3Com SIP Conference Server For more information on making Conference calls with SIP enabled see your NBX administrator On 3Com Basic Telephones you must use the Feature Code From a 3Com Basic Telephone follow these steps Dial a call or receive a call from someone else Two parties are now on the call While on the call press Feature 430 The system selects a new line and places the first party on hold Dial a call to an internal or external third party For an announced conference wait for the third party to answer the call and then press Feature 430 again a Until you press Featur
73. and dial from it using the telephone display panel If your administrator has assigned you to a group that allows you to change your button mappings log in to the NetSet utility and go to Telephone Programming gt Button Mapping to view or change the current system wide speed dial assignments for your telephone s buttons See User Button Mapping earlier in this chapter You can also map a system wide speed dial ID number to one of the available Access buttons on your telephone from the Directory gt One Touch Speed Dial page See Special Case One Touch Speed Dials next To use a system wide speed dial Pick up the handset If you are using a 3Com 3101SP Basic Telephone you can press a Speaker Press the Feature button plus the 3 digit system wide speed dial ID code for the number that you want to call Or scroll to System Speed Dials on the display panel press Sict scroll to the number that you want to dial and press Slct again If you dial a speed dial code that has no number assigned to it the display panel on your telephone shows the message No number stored One Touch speed dials use Access buttons Use either the One Touch or the Personal speed dial page to assign or change the One Touch speed dial numbers on your telephone If you make a change in one page It appears in the other page See Personal Speed Dials or follow these steps for the One Touch screen Although 3101 and 3101SP B
74. ant Software CAS application enable a receptionist to handle high call volumes efficiently Although receptionists are the primary users of the Attendant Console and CAS the two can also be used by busy sales representatives and others who receive a high volume of telephone calls or who make frequent calls to the same telephone numbers This chapter covers these features m 3Com Attendant Console A device that works along with 3Com Telephones to increase call handling capability In many offices the Attendant Console is used by a receptionist or switchboard operator who Is referred to in this guide as the receptionist a Complement Attendant Software CAS A software application that allows a receptionist to answer and route calls using a personal computer Your administrator installs the Complement Attendant Software on your computer from the NBX Resource Pack CD The Attendant Console and Complement Attendant Software can be used at the same time However m When incoming calls appear on the Attendant Console you must handle them using the buttons of the console m When calls appear on the CAS computer screen you must handle them using the mouse and the CAS software features 130 CHAPTER 9 3COM 3105 AND 1105 ATTENDANT CONSOLES 3Com Attendant Console Access Buttons Feature Buttons The 3Com 3105 and 1105 Attendant Consoles each have 50 Access buttons and 4 preprogrammed Feature buttons Although the design
75. ark a call 126 call pickup directed 126 call pickup group 126 call privacy on off 126 call toggle 126 caller ID restriction CLIR ALL 126 camp on with call transfer 126 conference call add 126 conference call drop 126 CoS override 126 direct camp on 126 direct mail transfer 126 do not disturo 126 extend wrap up time 126 flash 127 forward all calls to voice mail 127 hold 127 lock telephone 127 message waiting indicator cancel 127 message waiting indicator retrieve 127 message waiting indicator send 127 monitor whisper barge in 127 password change 127 E 149 password set initially 127 pulse to tone 127 show lists 127 speaker ON OFF 127 speed dial system wide lists 127 speed dial personal lists 127 whisperpage 128 wrap up time 128 feature codes 123 Feature Codes Guide in NBX NetSet utility 13 feature entry tone 123 feature settings Call Forward All 51 Call Forward Busy 51 Call Forward No Answer 51 CLIR All 94 Do Not Disturb 86 Forward Calls to Mail 52 Flash button mapping 72 flash feature code 127 forgot my password 30 32 Forward to Voice Mail 51 forwarding calls all calls 51 all to voice mail feature code 127 directly to another user s mailbox 60 no answer 51 to your call coverage point 50 to your voice mailbox 50 to your voice mailbox from a Basic Telephone 52 unanswered calls 50 forwarding voice mail messages 35 FWD MAIL 51 G Greeting Only mailboxes 41 group call pickup 95 group lists personal vo
76. asic Telephones each have two Access buttons that can be made available by your administrator for One Touch speed dial numbers these buttons are mapped by default as a Feature button and a Transfer button Printing Speed Dial Lists Printing Labels Speed Dials 79 To add or change a One Touch speed dial on an available Access button Log in to the NBX NetSet utility and go to Directory gt One Touch Speed Dial Any box that has an asterisk in the margin is available for a personal or system wide speed dial In any of the asterisked text boxes under Number type the telephone number to which you want to assign a speed dial button Or change the telephone number in a box that already has a speed dial number Include all of the prefix numbers that you would normally dial such as a 9 or 8 or 1 to access an outside line and if necessary the country code or area code To include an account code include the feature code account code and before the telephone number Example 888 1234 9785551212 Do not use spaces hyphens commas or nonnumeric characters other than and brackets In the Description text box type a brief description usually a name that corresponds to the number After you have made all of your changes to the One Touch speed dials click Apply to complete your changes If you make a change in this page the change also appears in the Personal Speed Dial page See Personal Speed Dials earlier in this
77. assign it to this button If you are unsure what extension to use ask your administrator Press this button and dial the Pickup Group extension to pick up a call on any extension in the associated Pickup Group Your telephone and the ringing telephone must be part of the same Pickup Group unless the Allow Non Member Pickup check box is enabled for the group Assigns a Personal Speed Dial PSD number to the button The NBX system includes 100 Personal Speed Dials PSDs For the NBX 100 you can map the first 10 personal speed dials using the Button Mappings window To map the remaining 90 personal speed dials use the Other button mapping described earlier in this table You define the telephone numbers for each PSD in Directory gt Personal Speed Dial in the NBX NetSet utility On a 3Com Basic or Entry Telephone press this button to place a new call to the same number as the most recent call made from this telephone Press this button to disconnect the current call and leave the telephone idle on hook This feature is useful if you use a headset when you make calls Assigns a System Speed Dial SSD number to the button Both the SuperStack 3 NBX and the NBX 100 system includes 100 System Speed Dials SSDs which can be programmed by the administrator NBX NetSet System Configuration Speed Dials For the NBX 100 you can map the first 10 system speed dials using the Button Mappings window To map the remaining 9
78. assword You can log in to the NBX NetSet utility and go to System Group Settings gt Supervisory Monitoring to view the status on whether or not you can be monitored Also if you are a user and have the domain password you can log in and view domain membership information WhisperPage gt WhisperPage 107 A supervisor cannot monitor an agent who is a member of the Privacy List domain Likewise a Supervisor cannot monitor an agent who is on a call with a party who is a member of the Privacy List domain m A supervisor cannot monitor an agent who has activated Call Privacy Feature code 428 m A supervisor can monitor a call put it on hold and monitor a second call A supervisor can invoke supervisory monitoring on only two calls one active and one on hold at a time A supervisor cannot monitor a call where WhisperPage is being used For more information on using WhisperPage see WhisperPage later in this chapter a f a customer or agent conferences in an additional caller or transfers parks or sends a call to voice mail a supervisor monitoring the call is dropped from the call a If acustomer or agent puts a call on hold before a supervisor attempts to monitor it the supervisor will not be able to monitor the call If a customer or agent puts a call on hold after a supervisor is monitoring it the supervisor will not be dropped from the call For additional tips and considerations on using Supervisor
79. b in Chapter 6 Extend Wrap Up Time F 973 Extend Wrap Up Time in Chapter 7 Table 11 NBX Feature Codes continued Feature Flash Forward All Calls to Voice Mail On Off Hold Lock Your Telephone On Off Message Waiting Indicator to Phone Send Message Waiting Indicator to Phone Cancel Message Waiting Indicator to Phone Retrieve Monitor Whisper Barge In Password Set Initially Password Change Pulse to Tone Redial Release Show Lists Speaker On Off Speed Dial Personal List Speed Dial System Wide List Transfer Feature Code F 260 F 440 F 402 F 432 password F 412 F 413 F 414 F 425 F 434 new password repeat your new password F 434 current password new password repeat your new password Make or receive a call F 891 F 401 F 111 F 460 F 104 F personal speed dial number F system wide speed dial number F 420 telephone number F 420 Using Feature Codes 127 See If your NBX system is connected to a Central Office by one or more Analog Line Card ports and if the CO provides your organization with a feature such as Call Waiting that requires a flash signal use this sequence to signal the CO to put the existing call on hold and toggle to the call that is waiting To return to the first call repeat F 260 Other Ways to Manage Your Voice Mail Mess
80. ber and personal settings are associated with your physical telephone only your administrator can move phone extension settings from one telephone to another Always unplug your telephone from the power source and from the network before you clean it Use a soft cloth dampened with mild detergent WARNING Failure to unplug the teleohone before you clean it could result in electrical shock Table 14 lists possible problems that you may encounter and the most likely solutions Where possible each solution refers to the section in this guide where you can find detailed information 144 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE Table 14 Possible Problems Possible Problem My telephone has no dial tone The display panel is blank My telephone has locked up Callers cannot leave messages on my voice mail When I park a call the display panel shows Park xtn in use and the call returns to my telephone When dial 9 or 8 to access an outside line the display panel shows All Ports Busy After call another user in my organization hear a tone but no ringing On my 3Com Business Telephone or 3Com Manager s Telephone all incoming internal calls come over my speaker phone Suggested Solutions a Verify that the power cord is fully inserted in the correct connector on the underside of the telephone Use the strain relief tab to prevent the cord from becoming unplugged a Verif
81. bution Groups Hunt Groups and Calling Groups 101 To log out of a dynamic hunt group using the NBX NetSet utility Go to Group Memberships gt Hunt Groups 2 Select the hunt group from which you want to log out 3 Click Logout To log in to all hunt groups of which you are a member Go to Group Memberships gt Hunt Groups Click the Login all button To log out of all hunt groups of which you are a member Go to Group Memberships gt Hunt Groups Click the Logout all button One type of hunt group is the Calling Group Calling groups allow an incoming call to ring simultaneously on all telephones in a group for example a customer service group To log in to or out of a calling group follow the steps in Hunt Groups earlier in this chapter Figure 5 shows the path of a call coming in to a calling group Figure 5 Sample Calling Group Configuration Incoming Telephone Call Telephone 1 Telephone 2 Telephone 3 After a specified number of rings with no answer a uu A WN Receptionist 102 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM Group Membership Supervisory Monitoring D gt Agent Role for 3Com Entry and Analog Telephones Supervisory Monitoring Terminology To view the list of users that belong to a calling group Go to Group Membership gt Hunt Groups Click the group to display the list of users that belong to that group Supervisory monitoring is a feature that is typically us
82. c Telephones 23 3105 Attendant Console 131 transferring calls 58 feature code 127 troubleshooting introduction 137 list of possible problems 143 U unauthorized use of telephone preventing 86 urgent messages 41 user button mapping 70 user definition 10 V version feature code 128 voice mail accessing through e mail 41 changing your password 30 components 29 creating messages 36 forwarding 35 greeting only mailbox 41 group mailboxes 42 groups 37 indicators 32 initializing 13 listening remotely 33 U 153 listening to messages 32 maximum message length 30 password security tips 31 personal group lists creating and modifying 39 private messages 40 problems with 144 replying to 35 retrieving from a remote location 33 sending 36 setting up 13 urgent messages 41 volume control buttons 2101 Basic Telephone 27 3101 and 3101SP Basic Telephones 21 volume settings 68 feature codes 128 W Wait for NCP message 145 wall mount bracket 142 whisper 104 whisperpage 107 feature code 128 access privileges 108 button mapping 75 Windows Desktop shortcut for LabelMaker 80 wrap up time 98 user button mapping 75 Z zone paging 110 154 INDEX
83. chapter You may find it useful to have a paper list of personal or system speed dials To print a list of speed dials Log in to the NBX NetSet utility and go to Directory gt Personal Speed Dial or System wide Speed Dial 2 click I 3 Alist appears with all of the personal or system wide speed dial numbers that are allocated to your telephone Click Print to print the list You can print labels that identify the numbers and features that are assigned to Access buttons on your telephone or attendant console using the LabelMaker in the NBX NetSet utility or on the NBX Resource Pack CD 80 CHAPTER 6 PERSONALIZING YOUR TELEPHONE Off Site Notification To print labels for your telephone or attendant console Log in to the NBX NetSet utility and go to Resources gt Telephone Button Labels Click the link tor Telephone Button Labels Save the file to your choice of location on your PC and then open the file to start the LabelMaker program 3 Find the page in the LabelMaker that has labels for your telephone Edit the label template by clicking any of the label text boxes to highlight the existing text and then typing new text 5 Press Tab to move to the next text field in the label 6 Click the Print button at the top of the LabelMaker screen to open the Print dialog Be sure to specify which page you want to print Typically the default is to print all pages 7 Click Print Cut out the labels and put them in
84. code 468 or a programmed system access button depending on the type of NBX telephone you have and how it is configured Examples 1 and 2 show two different ways for a user to Initiate Camp On Example 1 Camp On With Call Transfer The user at extension 1001 calls the user at extension 1002 who then transfers the call to extension 1003 But the user at extension 1003 is on another call The display panel of the extension 1002 telephone shows On Another Call So the user at extension 1002 initiates the Camp On call and then hangs up The user at extension 1001 remains on hold while the user at extension 1003 hears a tone that indicates a caller is camped on As soon as extension 1003 is available extension 1003 rings with a call from extension 1001 In this example the user at extension 1002 Initiates Camp On after initiating a screened call transfer Initiating Camp On With Call Transfer Using Camp On 63 In contrast Example 2 shows how a user can initiate Camp On to directly queue a transferred call on to a destination extension that is in use or busy without using the call transfer feature Example 2 Direct Camp On The user at extension 1001 calls the user at extension 1004 who determines that extension 1005 is busy and cannot take the call meaning all of its system access lines are in use So instead of transferring and dropping the call to the call coverage for extension 1005 extension 1004 initiates the Camp On
85. directory names appear in alphabetical order by last name The system updates the directory when the administrator adds or removes users Ox 2 Lee Man Yee gt Lee Margaret In the user directory to move quickly to the first name that begins with a particular letter you can use the key pad Example Press 3 to show the first name that begins with D press 3 twice to move to the first name that begins with E press 3 three times to move to the first name that begins with F Then scroll up or down to the name that you want Dialing a Call This section describes standard dialing features For information on dialing from an analog telephone see the NBX Feature Codes Guide in the NBX NetSet utility An Internal Call To dial an internal call 1 Pick up the handset On 3101SP Basic Telephones you can press the a button You hear the dial tone If necessary select an internal line 2 Dial the person s 3 digit or 4 digit extension Or use the display panel to find and dial the name of the person whom you want to call in the user directory call logs or a speed dial list 3 When you are finished hang up the handset If you pressed the a button press it again to end the call For details about placing calls to remote or branch offices see Dialing a Call to a Remote Office in Chapter 7 An External Call To dial an external call 1 Pick up the handset On 3101SP Basic Telephones you can press the a button
86. e 430 the second time the second party remains on hold and you may converse with the third party privately Disconnecting the Last Person That You Called gt Establishing a Conference Call 61 Fora blind conference press Feature 430 immediately after you dial the number You return to the conference and you and the second party hear the called party s telephone ringing If the third party answers three parties are now in the conference call If the third party is internal and does not answer the attempt to conference that party is cancelled You cannot establish a conference call with an NBX user s voice mailbox Repeat steps 2 and 3 to conference in a fourth party m Ona3101SP Basic Telephone you can press the button to activate speaker phone operation m You can turn off the microphone or the mouthpiece on the handset by pressing the button 3101 3101SP The other parties cannot hear you but you can hear them For details about the Speaker and Mute features see Telephone Buttons and Controls in Chapter 2 for the 3101 and 3101SP Basic Telephones Use the Conference Drop feature to disconnect the last person that you add to a conference call This feature is helpful if when you add a party your call is answered by someone else a Only the person who added the last caller to the conference call can drop that caller s Your administrator can configure any Access button on the Attendant Con
87. e allow sufficient time after a Pager notification for the usual delay at your pager supplier Click Apply Repeat steps 4 through 7 to set up additional attempts if you want The cycle of notice behaviors differs depending on the method that you select for the first attempt See Notice Behaviors at the end of this section You do not need to configure every Attempt row When you have configured all of the Attempt rows that you want click Apply to complete your changes Test your off site notification settings by leaving yourself a voice mail message Additional Notes m You can use the same notification method for all five attempts or any combination of methods a f your voice mailbox is full and someone tries to leave you a voice mail message the NBX system does not send you an e mail notification Off Site Notification 83 a When you activate the Telephone Locking feature on your telephone the NBX system sends you off site notification messages only if the notification number for example your pager number is a toll free telephone number See Telephone Locking later in this chapter Notice Behaviors These tables explain how the cycle of notice behaviors depends on the method that you select for the first attempt See the definitions as well as Resetting the Off Site Notification Cycle a If you specify EMail for the first attempt Method Notice Behavior 1 E mail You receive an e mail no
88. e Class of Service Override feature you can apply the features of your own telephone to the conference room telephone for one call only and dial the call assuming that your Call Permissions allow you to make long distance calls from your own telephone If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions To activate the one call only Class of Service Override from a 3Com Telephone Pick up the handset Press Feature 433 Dial your telephone extension and press Dial your voice mailbox password and press When you hear the dial tone you can dial the call in the same way that you do from your own 3Com Telephone When you use Class of Service CoS Override any reports that are generated on the NBX system indicate that the CoS features of your own 3Com Telephone were applied temporarily to the telephone on which you made the call 88 CHAPTER 6 PERSONALIZING YOUR TELEPHONE Using a Headset General Headset Instructions gt You can use a headset that has a microphone with any telephone on an NBX system a For information on how to use a typical headset and amplifier with 3Com Telephones other than the 3Com Manager s Telephone or 3102 or 3102B Business Telephone see General Headset Instructions later in this section For 3Com Telephones other than the 3Com Manager s Telephone or 3102 and 3102B Business Telephon
89. e a Busy Lamp Speed Dial or Analog Terminal Adapter ATA Only your administrator can map this button to an external or call park extension Number Enter the extension with no spaces or special characters associated with the telephone or ATA port Priority Enter a number to identify which button has precedence The button with the lowest value becomes active when you lift the receiver or press speaker Assigns the Message Waiting Indicator to this button The LED next to the button lights when you have a message in your mailbox Number Enter the voice mailbox number telephone extension when prompted Press this button to send an MWI message to any other phone in the system that has a mapped MWI Retrieve button with an associated LED Press this button to cancel and remove the most recent MWI message that was sent to a particular extension from this phone The same phone that sent the message must be used to cancel the message Press this button to retrieve MWI messages through the LCD and the up or down arrow scroll buttons The MWI Retrieve mapped button has an associated LED which illuminates when a new MWI message has been received Lets you assign any feature code to this button Number Enter the feature code number in this field Example On the NBX 100 use Other to map the personal speed dials from 11 99 In the Number field enter an extension from the personal speed dial extension range Pers
90. e is required between an access code and a destination number The number that you choose may be limited by your call permissions To view your permissions log in to NBX NetSet utility and go to My Calling Privileges gt Call Permissions From the telephone you can set call forwarding using feature codes Use the NBX NetSet utility to see your call forwarding settings You or your administrator can also set programmable access buttons for call forwarding See User Button Mapping in Chapter 6 Forward to Mail From the telephone you can set your 3Com Telephone so that all incoming calls go directly to your default call coverage point usually your voice mailbox You can change the destination to the Auto Attendant or receptionist or a different telephone number This feature is referred to as FWD MAIL Forward to Mail Forward All Calls to Voice Mail and Forward All Calls to VM When Forward to Mail Is in effect your teleohone rings once before forwarding the call to your default call coverage point 52 CHAPTER 5 STANDARD FEATURES On a 3Com Basic Telephone Pick up the handset 2 Press Feature 440 3 To turn off FWD MAIL pick up the handset and press Feature 440 again To set your default call forwarding destination use the NBX NetSet utility See Default later in this section To prevent the telephone trom ringing even once use the Do Not Disturb feature see Do Not Disturb in Chapter 6 or use
91. e settings are ignored a f Forward to Mail is enabled and Call Forward All Do Not Disturb Call Forward No Answer and Call Forward Busy are not enabled all calls received when this extension is not busy are forwarded to the Call Forward Default destination after one ring a f no call forwarding settings are enabled all calls received this extension is busy are immediately forwarded to the Call Forward Default destination If this extension is not busy all calls are forwarded to the Call Forward Default destination after the number of rings specified in the Call Forward Default page of the NBX NetSet utility You can put a call on hold for any reason On 3Com 3101 and 3101SP Basic Telephones Press the button To return to the call press the appropriate Access button On a 3Com 2101Basic Telephone Press the Hold button To return to the call press the Call Toggle button Dialing Another Call More Than One Call Putting a Call on Hold 57 You can place a call on hold to dial a new call On 3Com 3101and 3101SP Basic Telephones Press the amp button 2 Press one of the Access buttons that is currently not being used 3 When you hear dial tone dial the second call On a 3Com 2101 Basic Telephone Press the Hold button To obtain dial tone to make the second call a f you did not hang up the handset press and release the hook switch a f you did hang up the handset pick it up again When you hea
92. ectory entries except for those that have been added to the hidden list Quick List tab Lists the directory entries that have been added to the Quick List The Quick List gives you the ability to put frequently called users into a separate easily searchable list Hidden List tab Lists the directory entries that have been added to the Hidden List The Search field provides the extension number and name of the person selected in the directory Click to dial a selected number to place an outgoing call 136 CHAPTER 9 3COM 3105 AND 1105 ATTENDANT CONSOLES Managing Calls 1 Table 13 describes Complement Attendant Software Command buttons Table 13 Attendant Software Command Buttons Answer Release Hold Unhold Park Transfer Cancel Conference Monitor Camp On Callback WhisperPage Account Purpose Answers an incoming call or releases an active call Places a caller on hold and removes a caller from being on hold and returns to the call Places a call in a holding pattern so that it can be retrieved trom another telephone on the system Forwards a call to another telephone Cancels a transfer or a conference Establishes a single call with up to three additional internal or external parties Invokes Supervisory Monitoring functionality Invokes the Camp On feature Invokes the Automatic Callback feature Invokes the Whisperpage feature Allows you to apply an account code to the call To ma
93. ed in call centers to allow supervisors to join a conversation between an agent and a customer to ensure proper customer support The supervisor s presence may or may not be announced to the agent or customer by a tone Supervisory monitoring enables monitoring of incoming calls to Automatic Call Distribution Groups and Hunt Groups Other calls to and from the agent s telephone are also available for monitoring including m When an agent calls a customer back outbound call m When an agent receives a call from a customer on their Direct Inward Dial DID m 3 party Conference calls The monitoring party counts as one of the parties in an NBX conference which supports up to four parties The supervisor must provide a password to access the agent s extension during these calls Your organization may be legally required to add an announcement to tell callers that their call may be monitored 3Com telephones that do not have a display panel and appropriate soft buttons such as the 3Com Entry Telephone or an analog telephone can operate only as endpoint devices for Supervisory Monitoring This means that although a supervisor may be able to monitor agents who are using a 3Com Entry telephone or an analog telephone a supervisor cannot use either or these telephones to monitor agents The following definitions help to explain how Supervisory Monitoring works in the NBX system Supervisory Monitoring Domains are created by the NBX
94. ement Attendant CAS 134 sound volume 2101 Basic Telephone 27 3101 and 3101SP Basic Telephones 21 Speaker button 3101SP Basic Telephone 21 speaker ON OFF feature code 127 speaker phone 3101SP Basic Telephone 21 problems with 144 using 50 volume 68 speed dial personal lists feature code 127 system wide lists feature code 127 speed dials One Touch 78 personal speed dial numbers 76 printing lists of 79 problems with 145 system wide speed dial numbers 78 status icons 2101 Basic Telephone display panel 28 Supervisory monitoring 102 monitoring status 106 Supervisor 103 view domain membership information 106 Support brackets 1105 attaching 141 2101 attaching 141 2101 security wall mount 143 3101 and 3101SP attaching 139 3105 attaching 139 system speed dial button mapping 74 system voice mail groups 37 T telephone icons 2101 Basic Telephone display panel 46 telephone maintenance 137 teleohone number for off site notification 81 telephone support brackets 1105 141 2101 141 3101 and 3101SP 139 3105 139 telephones cleaning 143 connecting 137 mounting 1105 141 mounting 2101 141 mounting 3101 and 3101SP 139 mounting 3105 139 moving and swapping 143 time of day calling restrictions 86 toll calls preventing others from dialing 87 tone dialing 119 tones 3Com Telephones 123 tones ringer selection 70 Transfer button 1105 Attendant Console 133 2101 Basic Telephone 27 3101 and 3101SP Basi
95. endant Console 3Com Attendant Console 131 Figure 8 3Com 3105 Attendant Console ee ee OOOO O0O0O0O DOOD OO Piei CIDDI P Se TTR A TO AFG O OO I A S NOO A 8 1 Hold button Places a caller on hold 2 Transfer button Enables you to send a call to another telephone 3 Direct Mail Transfer button Allows you to send a caller directly to another user s voice mailbox or phantom mailbox 4 Call Park button Places a call in a holding pattern so that it can be retrieved from any other telephone on the system 5 Labels You can print labels for your Attendant Console using the LabelMaker utility in the NBX NetSet utility or on the NBX Resource Pack CD 6 Label cover tabs Allow you to unsnap the plastic cover to insert labels 7 Access buttons A light next to each button indicates whether the line is available or in use or whether assigned features are enabled The line is Off Available for use Steady In use Blinking quickly Ringing Blinking slowly On hold 132 CHAPTER 9 3COM 3105 AND 1105 ATTENDANT CONSOLES 8 Shift button Enables you to toggle between the two sets of Access button assignments on the Console Press the Shift button to switch between assignments 1 through 50 and assignments 51 through 100 The Shift button LED is lighted when you have buttons 51 through 100 selected Figure 9 and the text that follows it describe the features on the 3Com 3105 A
96. er 5 Transfer button factory default setting Sends the currently active call to another telephone See Programmable Access Buttons later in this chapter Call Toggle button factory default setting Similar to a Hold button enables you to switch between two calls See Programmable Access Buttons later in this chapter Feature button factory default setting See Programmable Access Buttons later in this chapter The 3Com 2101 Basic Telephone has three programmable Access buttons The factory detault settings for these buttons are from left to right m Feature Allows you to access features that are not directly assigned to an Access button on your telephone See Using Feature Codes in Chapter 8 for a list of features and codes and how to use them a Call Toggle Available only on the 3Com 2101 Basic Telephone Use this button to manage two telephone calls at the same time See Answering a Call in Chapter 5 28 CHAPTER 3 3COM 2101 BASIC TELEPHONE Status Icons gt a Transfer Sends the currently active call to another telephone See Transferring a Call in Chapter 5 If your administrator has assigned you to a group that allows you to change your button mappings log in to the NetSet utility and go to Telephone Programming gt Button Mapping to view or change the current features on your teleohone s buttons See User Button Mapping in Chapter 6 Howeve
97. ersonal Greeting Select the Greeting Only Mailbox Examples m When you take an extended leave of absence you can create a personal greeting with your scheduled date of return and whom to call during your absence Callers can be transferred but are unable to leave voice messages for you When you return clear the Greeting Only Mailbox check box so that callers can leave messages again a lf you are a teacher you can create a new personal greeting on the school s NBX system every day to explain homework assignments Students call in to the greeting only mailbox to get the homework information but cannot leave a message for you on this mailbox 42 CHAPTER 4 NBX MESSAGING D gt a f you are the administrator you can create a greeting only mailbox and use the personal greeting to post information for employees such as a notice that the offices are closed because of bad weather When you create the personal greeting remember to tell callers that they cannot leave messages in this voice mailbox For instructions on changing the personal greeting see Changing Your Name Announcement and Personal Greetings earlier in this chapter In addition to preventing a caller from leaving a message a greeting only mailbox does not allow anyone to forward or create and send a message to it or reply to a message that was sent from its extension gt Avoid adding a greeting only mailbox to a personal voice mail group list Phantom
98. es follow these instructions You may need to modify some of these instructions for some headsets or amplifiers See the instructions that come with your equipment To prepare a headset for all calls Insert the cord for the headset amplifier into the handset cord receptacle on the underside of the telephone 2 Insert the cord for the telephone handset into the headset amplifier 3 Put on the headset Pick up the telephone handset and set it on your desk To prepare a headset so that you can choose either the handset or the headset for each call Insert the cord for the headset amplifier into the handset cord receptacle on the underside of the telephone Insert both the headset cord and the handset cord into the headset amplifier For headset calls Lift the handset off the telephone and leave it off Use the headset microphone and earphones Even when the headset is plugged into the amplifier you must remove the handset from the cradle to use the headset For handset calls Press the button on the headset amplifier that turns the headset off pick up the handset and speak into It To manage calls when you are using the headset Put the headset on When a call comes in a lf the handset is on hook pick it up set it on your desk and begin to speak Returning to the Headset After a Long Delay Using a Headset 89 a If the handset is off hook press the System Appearance button beside the flashing light To end a c
99. essage See Forwarding a Message later in this chapter Press 6 to listen to date time and sender information about the message See Information About Your Messages next Press 7 to back up 3 5 seconds in the current message Press 8 to pause the current message for up to 20 seconds Press 9 to move ahead 3 5 seconds in the current message Press to move to the next message Press to return to the main menu To listen to date time and sender information about a message in your mailbox press 6 during or after the message and then press one of these buttons Press 1 for date and time information Press 2 for sender information Press 4 to listen to the previous message Replying to a Message 35 Replying to a You can send a reply to a voice mail message provided that the NBX Message system has received the necessary caller ID information If you receive a message that is marked Private you can reply to the originator but you cannot forward the message to others To reply to a message after you listen to it 1 Press 4 If the message has been sent to more than one person press 1 to reply only to the sender or press 2 to reply to all of the recipients 2 After the tone record your reply Hang up or press for more options 4 Ifyou press press one of these buttons Press 1 to send your reply Press 2 to re record your reply Press 3 to listen to your reply Press 9 to Mark the message Private or
100. f not enabled ask to have these features enabled 2 Go to NBX Voice Mail Settings gt Offsite Notification 3 Select whether you want off site notification for all messages or for 4 D gt 5 urgent messages only Next you will need to configure the Off Site Notification Attempts for up to five attempts at off site notification In the first attempt row in the Notification Method drop down list select Pager VoiceMail or EMail The cycle of notice behaviors differs depending on the method that you specify for the first attempt See Notice Behaviors later in this chapter In the Number Address field m f you selected Pager for Method in step 4 a Enter a pager number Do not use parentheses hyphens or spaces Ask your administrator if you need to include the area code and any other digits that your system needs to dial an outside number such as 9 8 1 or O After you receive the pager message you call in to your voice mailbox to listen to your messages a Inthe Numeric Page Number field indicate what you want the pager to display Enter a series of digits such as your telephone extension number a f you selected VoiceMail for Method in step 4 a Enter the telephone number at which you want to be notified Do not use parentheses hyphens or spaces Ask your administrator if you need to include the area code and all other digits that your system needs to dial an outside number such as 9 8 1 or O
101. feature code Pick up the handset Press Feature 455 and the user s extension The call is directed to your telephone You can answer a Call that is ringing on a group member s telephone Using the feature code Pick up the handset Press Feature 456 and the group number The call is directed to your telephone Your administrator can establish formal and informal call centers so that Distribution Groups Hunt Groups and Calling Groups incoming calls can be directed to several telephones that have been associated into automatic call distribution groups hunt groups or calling groups A call center is a general term that refers to any system that accepts incoming calls to a site and ensures that those calls are sent to the proper 96 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM Automatic Call Distribution Aa WN destination within the site The call center can be used for example as a help desk a reservations counter an information hotline or a customer service center If you do not answer calls that come in to your telephone ms Through your extension go to the call coverage point that you have Set Up m Through an automatic call distribution group hunt group or calling group follow the call coverage path set up by the administrator for that group Automatic Call Distribution ACD distributes calls to agents and queues the calls that have not been answered before a predetermined time expires
102. gs for the Feature or Transter button greatly reduces your ability to use some of the NBX features You can create a list of up to 99 personal speed dials using ID numbers 601 through 699 for your telephone These speed dials are available only from the telephone for which they were created You create view and print your personal speed dial list using the NBX NetSet utility You can view and dial a personal speed dial number using the telephone display panel of a 3Com Telephone Speed Dials 77 If your administrator has assigned you to a group that allows you to change your button mappings log in to the NetSet utility and go to Telephone Programming gt Button Mapping to view or change the current personal speed dial assignments for your telephone s buttons See User Button Mapping earlier in this chapter You can also map a personal speed dial ID number to one of the available Access buttons on your telephone from the Directory gt One Touch Speed Dial page See Special Case One Touch Speed Dials later in this chapter To assign or change a personal speed dial number Log in to the NBX NetSet utility and go to Directory gt Personal Speed Dial In the Personal Speed Dial page select an unassigned speed dial ID number or select the speed dial ID number for which you want to change the speed dial number In the Speed Dial Number text box type the teleohone number that you want the system to dial when you
103. he condition of the destination extension at the time you Initiate Camp On determines the following If the Destination Extension is In Use One or more but not all of its system appearance lines are presently being used In this condition you can use either Camp On with Call Transfer or Direct Camp On to queue a call on to the destination extension If the Destination Extension is Busy All of its system appearance lines are presently being used In this condition you can use only Direct Camp On to queue a call on to the destination extension If the Destination Extension is Available Instead of queuing the call both Camp On with Call Transfer and Direct Camp On act as a blind transfer See Blind Transter earlier in this chapter a f you have an NBX Entry telephone or an analog telephone you can use only Direct Camp On to queue a call on to the destination extension a f you are using Camp On with Call Transfer and the destination extension has Its Call Coverage set to Disconnect after the transfer times out you receive a busy tone You can now initiate Camp On to the destination extension For additional tips and considerations on using Camp On see your NBX system administrator 66 CHAPTER 5 STANDARD FEATURES Using Automatic Callback Initiating Automatic Callback Automatic Callback allows you to request a call back ring from a destination extension that Is in use or unanswered The NBX system
104. he party on the Automatic Callback destination extension does not return your call within the time set by the Automatic Callback Return Interval the system cancels the Automatic Callback request For more information see the More About Automatic Callback section More About Automatic Callback Using Automatic Callback 67 These usage tips and limitations apply to Automatic Callback An Automatic Callback Return Interval set by the NBX NetSet administrator determines the maximum amount of time you can wait for a call back The range for this timer is 1 minute to 24 hours with the default being 12 hours If the Callback is not received within this time the system cancels the Callback a An extension can have up to five Automatic Callback requests assigned to it Return call backs are generated in the order that they were received FIFO a Events that generate a call back trom the destination extension include a Entering a feature code followed by an on hook event a Invoking Directory followed by an on hook event a Going off hook then on hook a Using Feature 111 to terminate a session ms You cannot initiate an Automatic Callback to a An external number a An ACD extension A Hunt Group extension a A TAPI RoutePoint extension a A Call Park extension a An extension receiving a transferred call a A Phantom extension a You cannot initiate Automatic Callback to a device connected to an Auto Attendant or Voicemail
105. hones 70 143 caution RJ 45 versus RJ 11 jacks 138 electrical power 137 conventions documentation 10 CoS override feature code 126 creating voice mail messages 36 customer supervisory monitoring 103 D delayed ringing 119 dial tone 123 troubleshooting a 3Com Telephone 144 dialing calls other methods 49 redial 50 release with headset 88 switching from pulse to tone 119 direct camp on 63 64 direct mail transfer feature code 126 overview 60 Direct Mail Transter button 1105 Attendant Console 133 3105 Attendant Console 131 directed call pickup 95 display panel 2101 Basic Telephone 26 3101 and 3101SP Basic Telephones 20 call logs user directory and speed dial lists 47 icons 2101 Basic Telephone 28 Do Not Disturb feature code 126 Do Not Disturb Feature and call forwarding 55 Do Not Disturb feature 85 dual tone multi frequency DTMF dialing 119 dynamic hunt groups 100 E electrical shock avoiding 143 e mail getting voice mail messages in 41 notification of voice mail messages 80 error tone 124 extend wrap up time 99 user button mapping 72 External Paging dial code 111 external telephone calls dialing 49 F Favorites menu 17 feature active tone 124 Feature button 2101 Basic Telephone 27 3101 and 3101SP Basic Telephones 22 button mapping 72 feature code account code 125 ACD hunt calling group 125 automatic callback 125 call forward all 125 call forward busy 126 call forward no answer 126 call park p
106. ice mail creating 37 moditying 39 group voice mailbox 42 H handset volume 68 headset using 88 volume 68 hold 2101 Basic Telephone 56 150 INDEX 3101 and 3101SP Basic Telephones 56 by parking calls on a 2101 Basic Telephone 109 feature code 127 introduction 56 more than one call 57 Hold button 1105 Attendant Console 133 2101 Basic Telephone 27 3101 and 3101SP Basic Telephones 21 3105 Attendant Console 131 hunt groups and the Do Not Disturb feature 85 calling groups 101 dynamic 100 introduction 99 logging in to or out of 101 sample configuration 99 static 100 l icons display panel locked telephone 86 status on 2101 Basic Telephone 28 incoming calls ACD groups 96 answering 45 calling groups 99 forwarding directly to another user s mailbox 60 hunt groups 99 on a 2101 Basic Telephone 46 transferring 58 indicators of voice mail messages off site notification 80 on your phone 32 installing telephones 137 intercom internal paging 110 111 internal caller ID 93 internal calls dialing 49 Internal Paging dial code 111 J jack Ethernet 70 L Label cover tabs 3105 Attendant Console 131 LabelMakers for attendant consoles 80 for telephones 80 Windows Desktop shortcut 80 labels Attendant Console creating 79 printing 79 length of voice messages 30 lights status 3101 and 3101SP Basic Telephones 23 listening to messages 32 from remote telephones 33 lists modifying personal voice mail group lists 39 per
107. il list through the telephone Log in to your mailbox at your telephone or remotely Dial 9 for Mailbox Options Dial 3 for Group Lists and then 2 for Create Group Dial a 2 digit number 01 99 which becomes the Group Number After the tone speak a name for the group and press Dial one of these numbers m 1 to save the group name and proceed to step 7 m 2 to change the group name and return to step 5 m to exit without saving Dial one of these destination numbers plus a The internal extension or mailbox number of the recipient m A speed dial number See Speed Dials in Chapter 6 ms Another personal or system group list number m A Voice Profile for Internet Mail VPIM extension m A site code plus extension to send to a user on another NBX system in your organization Example neee or neeee where n one or more site code digits and e the extension digits on the other system For valid site codes in your organization see your administrator When you have added all of the destination numbers press m 1 to save the group list m 2 to cancel creating the group m to return to the previous menu OR hang up To create a Personal Voice Mail List through the NBX NetSet utility Log in to the NBX NetSet utility and go to NBX Voice Mail Settings gt Personal Group List You see a list of your current personal voice mail groups with Group IDs and Group Names 2 Click Add 3 Enter a Group ID a number from 01
108. in unanswered press this button and disconnect from the call Chapter 5 to have the system generate a call back ring when the user at that extension becomes available Camp On While on an active call press this button and when Using Camp On in prompted enter the Camp On destination extension of an Chapter 5 in use or busy extension to camp the call CFWD All Press this button to enter a Call Forward All extension and Call Forward All in to toggle on and off the Call Forward All feature Chapter 5 CFWD Busy Press this button to enter a Call Forward Busy extension Call Forward Busy in and to toggle on and off the Call Forward Busy feature Chapter 5 CFWD No Answer Press this button to enter a Call Forward No Answer Call Forward No Answer in extension and to toggle on and off the Call Forward No Chapter 5 Answer feature CLIR All Press this button to toggle on and off the Caller ID All all CLIR for All External Calls in external calls feature Chapter 7 CLIR Next Press this button to toggle on and off the Caller ID Next CLIR for Next External Call next external call only feature Only in Chapter 7 Call Toggle For teleohones other than the NBX Basic Telephone which has a dedicated Call Toggle button press this button to toggle between two calls Conference For telephones that do not have a dedicated Conference Establishing a Conference button such as NBX Basic Telephones press this button to
109. in Chapter 5 Call Park button Places a call ina holding pattern so that it can be retrieved from any other telephone on the system See Call Park in Chapter 7 Hold button Places a caller on hold See Putting a Call on Hold in Chapter 5 To create print and save labels for your Attendant Console see Printing Labels in Chapter 6 After you print the labels and then cut them out remove the plastic cover from the Attendant Console by pulling up on the two tabs at the top of the Attendant Console until the top of the cover pops off Figure 10 3105 Attendant Console Label Cover Tabs a G a m 134 CHAPTER 9 3COM 3105 AND 1105 ATTENDANT CONSOLES Complement The Complement Attendant Software Is an optional component which Attendant requires a license On your personal computer the Complement Software Attendant Software displays your telephone directory in a series of tabs Each tab sorts the directory by a different type of information for example by last name by department or by extension When you answer a call using the Complement Attendant Software you can select a user from the directory and transfer the call to that user Complement Attendant Software 135 Table 12 describes the main elements of the Complement Attendant Software screens Table 12 Elements of the Complement Attendant Screens Command Buttons Call List Directory List Search Field Dial Button Pur
110. ing a button 73 Attendant Console 1105 Access buttons 132 3105 Access buttons 131 creating labels 79 overview 130 Auto Attendant definition 10 automatic call distribution ACD 95 automatic callback feature code 125 button mapping 71 Initiating 66 introduction 66 automatic telephone relocation 70 B barge in 104 billing and account codes 92 blocking internal and external ID 93 unauthorized outbound calls 86 bracket 2101 security wall mount 143 2101 telephone support 141 3101 and 3101SP telephone support 139 branch offices calling 116 bridged extensions 118 119 broadcasting announcements 110 111 busy line call forwarding 51 button mapping introduction 70 notes 75 table of 71 buttons 1105 Attendant Console 132 2101 Basic Telephone 25 3101 3101SP Basic Telephones 19 3105 Attendant Console 131 C call centers 95 call coverage point 50 call forward all feature code 125 all calls 51 busy feature code 126 busy line 51 button mapping 71 call coverage point 50 default 51 54 no answer feature code 126 override 55 precedence 55 problems with 145 ring no answer 51 call logs on telephone display panel 47 call park default extensions 109 introduction 109 park a call feature code 126 retrieving a parked call 110 Call Park button 1105 Attendant Console 133 148 INDEX 3105 Attendant Console 131 call permissions applying yours to another telephone 87 introduction
111. is book See the NBX Feature Codes Guide for Analog Telephones in the NBX NetSet Utility 10 ABOUT THIS GUIDE How to Use Table 1 shows where to look for specific information in this guide This Guide Table 1 Where to Find Information Turn to How to get started with your new telephone Chapter The 3Com 3101 and 3101SP Basic Telephones Chapter2 The 3Com 2101 Basic Telephone Chapter3 NBX Voice Messaging features Chapter 4 Using standard telephone features Chapter5 Personalizing your telephone Chapter 6 Enhanced system features Chapter 7 Feature codes Chapter 8 The Attendant Console and Complement Attendant Software Chapter 9 Telephone maintenance and troubleshooting information Appendix A References to all topics in this book Index Conventions Table 2 defines some commonly used words and phrases in this guide Table 2 Common Terms Term Auto Attendant Administrator Receptionist User Definition The set of voice prompts that answers incoming calls and describes actions that a caller or user can take to access individual services The person who is responsible for maintaining your 3Com Networked Telephony Solution The person who answers the majority of incoming telephone calls In some business environments this person may be a switchboard operator A person who has a single 3Com Telephone or an analog telephone connected to the NBX system through an ATC card or the single port ATA device
112. ll When you disconnect the call the CLIR feature is no longer in effect CLIR NEXT on disappears from the display panel If you hang up the handset without making a call the CLIR NEXT feature remains active and will apply to the next external call that you make It you are unsure about whether CLIR NEXT is active pick up the handset press Feature 890 and read the status message in the display panel of your telephone Call Pickup Call Pickup 95 Use the Call Pickup feature to answer a call that is ringing on another Directed Call Pickup on a Specific Telephone Group Call Pickup Automatic Call 1 2 telephone This feature is best arranged in advance when you and another user know that it would be convenient or necessary to answer calls ringing on that user s telephone You can answer a call that is ringing on another telephone only if you and that user both are members of the same Call Pickup group or if that user is amember of a Call Pickup group that allows nonmember pickup Your administrator configures call pickup groups and can tell you which group you belong to To view the list of Call Pickup groups of which you are a member Log in to the NBX NetSet Utility and go to System Group Settings gt Call Pickup Click the group name that you want to view from the Call Pickup Group list to view the members of that group You can answer a call that is ringing on a specific user s telephone Using the
113. ll Press Call Toggle to switch calls Using the 3Com Telephone Display Panel 47 Table 7 Managing Multiple Calls on the 3Com 2101 Basic Telephone Line A Line B How to Manage New Calls On hold On hold If you have placed two calls on hold a And you do not hang up the handset press Call Toggle to return to the call you most recently placed on hold Then press Call Toggle again to return to the line you first placed on hold a And you do hang up the handset pick up the handset to return to the call you most recently placed on hold Then press Call Toggle to be connected to the line you first placed on hold Active oron On hold If a third call comes in while you have one active call hold and one on hold or two calls on hold the system forwards the third caller directly to your call coverage point See Forwarding Incoming Calls in Chapter 5 for call forwarding details See also Status Icons in Chapter 3 for the indicators in the 3Com 2101 Basic Telephone s display panel during these calls Using the 3Com Use the telephone display panel of your 3Com telephone to dial a Telephone number Display Panel a Call Logs The logs of the most recent calls to and from your telephone Missed Calls Answered Calls Dialed Calls m Directory A list of the users on your system and their extensions Personal Speed Dials A list of personal speed dial numbers that you have set in the NBX NetSet utility Directory gt
114. lling an MWI Message Using Message Waiting Indicator to Telephone 115 To retrieve an MWI number Pick up the handset and press the MWI Retrieve access button The display panel shows the total number of MWI messages and the number of new MWI messages on your list Scroll down the display panel to see the extension for the most recent MWI sender The most recent call is at the top of the list Press the Call soft button to call the sender You can also retrieve an MWI message with Feature 414 Press the MWI Retrieve button to turn off the MWI light until you receive another MWI message It does not delete the MWI message Messages remain in your list until you explicitly delete them or until the NBX system is rebooted Your telephone can store a maximum of 30 MWI messages When it is full it will reject new messages so be sure to delete unneeded messages To delete all MWI messages Press the MWI Retrieve access button The display panel shows the number of MWI messages on your list and the options to Delete All or Exit 2 Press the Delete All soft button 3 The display panel asks you to confirm the delete of the whole MWI list Press the Yes soft button To delete a single MWI message Press the MWI Retrieve access button The display panel shows how many MWI messages are on your list Scroll down the display panel to see the MWI message you want to delete Press the Delete soft button The display panel asks
115. llow you and your administrator to assign features to specific buttons See Programmable Access Buttons and Status Lights for System Appearance Buttons later in this chapter Speaker button 3101SP only Enables you to use the speaker phone feature Press the button before you dial the call when your telephone is ringing or while a call is in progress To turn the speaker off and resume the conversation pick up the handset The 3Com 3101SP Basic Telephone includes a microphone and supports speaker phone operation The 3Com 31017 Basic Teleohone does not support speaker phone operation and it does not have a a button Telephone key pad Volume down Lowers the volume of the ringer the speaker or the handset See Setting the Volume in Chapter 5 Mute button Enables you to prevent callers from hearing what you are saying during a telephone call although you can still hear them Press the button to turn off the telephone s mouthpiece when you are using the handset or the microphone 3101SP only when your telephone is in speaker phone mode To turn off the Mute feature press the button again The indicator lamp is lit when the Mute feature is enabled 22 CHAPTER 2 3COM 3101 AND 3101SP BASIC TELEPHONES 14 Volume up 15 16 Programmable Raises the volume of the ringer the speaker or the handset See Setting the Volume in Chapter 5 Speaker Handset Figure 2 displays the Access b
116. mation to outside parties when you dial a call Your administrator must enable this feature called Calling Line Identity Restriction CLIR on the NBX system If this feature is enabled system wide you can choose to restrict calls a For all external outbound calls that you dial 94 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM gt A WN OR a For only the next single external outbound call that you dial Your administrator can configure your system so that CLIR is always active in which case you cannot change the CLIR settings on your telephone to override this option CLIR for All External Calls To enable CLIR All for all calls from your telephone Pick up the handset and press Feature 889 The display panel on your 3Com Telephone shows CLIR ALL on Dial the number that you want to call The NBX system does not send caller ID information on this call or any future calls until you disable this feature To disable CLIR All Pick up the handset Press Feature 889 again CLIR ALL off appears briefly in the display panel and then disappears when you hang up the handset To view your current CLIR All setting log in to the NBX NetSet Utility and go to My Calling Privileges gt Feature Settings CLIR for Next External Call Only To enable CLIR for only the next call from your telephone Pick up the handset Press Feature 890 The telephone display panel shows CLIR NEXT on Dial the number that you want to ca
117. n To place the second call on hold press the Hold button On a3Com 2101 Basic Telephone you can place at most two calls on hold On the 3Com 2101 Basic Telephone if you have placed two calls on hold ms And you did not hang up the handset press Call Toggle to return to the call that you most recently put on hold Then press Call Toggle again to put that call on hold and return to the second call m And you did hang up the handset pick up the handset to return to the call that you most recently put on hold Then press Call Toggle to put the call on hold and return to the second call When you answer an incoming telephone call the Transfer feature allows you to send that call from your telephone to any other internal line or if your call permissions allow to an outside line To view your permissions log in to the NBX NetSet utility and go to My Calling Privileges gt Call Permissions Your administrator can change your call permissions Announced Screened Transfer D gt Blind Transfer 1 Transferring a Call 59 Before you complete a transfer you can announce to the recipient that you are transferring a call The recipient can then decide whether to take the call To announce a transfer While on a call press the Transfer button The system places the caller on hold and selects a new line 2 Dial the number to which you want to transfer the call 3 When the recipient answers announce the call a f the recipien
118. n the rings box If they are not answered then they will be forwarded to the extension or external phone number you specify in the box a lf you select No action call forwarding follows the specifications of the Call Forward page Click Apply to enter your changes Five features can interact to affect call forwarding Forward to Mail Call Forward No Answer Call Forward Busy Call Forward All and Do Not Disturb If they are enabled at the same time the NBX system determines precedence which call forwarding path is in effect according to the following rules 56 CHAPTER 5 STANDARD FEATURES Putting a Call on Hold a f Call Forward All is enabled all calls are immediately forwarded to the Call Forward All destination All other feature settings are ignored a f Do Not Disturb is enabled and Call Forward All is not enabled all calls are immediately forwarded to the Call Forward Default destination All other feature settings are ignored a f Call Forward Busy is enabled and Call Forward All and Do Not Disturb are not enabled all calls received when this extension is busy are immediately forwarded to the Call Forward Busy destination All other feature settings are ignored a f Call Forward No Answer is enabled and Call Forward All and Do Not Disturb are not enabled all calls received when this extension is not busy are forwarded to the Call Forward No Answer destination after the specified number of rings All other featur
119. n to an ACD group and do not answer a call when it rings on your telephone the system may log you out of the group depending on how the administrator has configured the group To log out of an ACD group using the NBX NetSet utility Go to Group Membership gt ACD Groups 2 Select the ACD group to log out of 3 Click Logout Viewing ACD User Status Using the NBX NetSet Utility go to Group Membership gt ACD Groups to see each ACD group that you are a member of Click each column heading to arrange the information in ascending or descending order Extension Shows the extension number of the ACD group Click the extension number to view details about the ACD group members Name Shows the name of the ACD group m Queue Shows the number of calls to this ACD group currently in the queue Answered Shows the number of calls that have been answered by this ACD group since NBX system startup a Status Shows whether you are currently logged in to or out of the ACD group m State Shows whether your extension has been locked in to the ACD group If your extension has been locked into the ACD group only the administrator can log you out If your extension is not locked into the ACD group you can log yourself out 98 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM You can also perform the following actions m Select All Select for an action all ACD groups of which you are a member
120. nage incoming calls using the Complement Attendant Software From the Call List select the incoming call If there is only one call in the Call List then this call is automatically selected and you can skip Step 1 Click the Answer button or press Ctrl A on your keyboard Click the button for the way that you want to handle the call For example to transfer a call click Transfer To park a call click Park For additional information on using the Complement Attendant Software see the Help system in the software Connecting the Telephone TELEPHONE INSTALLATION AND MAINTENANCE This chapter covers these topics Connecting the Telephone Attaching and Adjusting the Articulating Support Bracket Attaching and Adjusting the Fixed Support Bracket Moving Your Telephone Swapping Telephones Cleaning Your Telephone Troubleshooting Problems Although the connector layout varies between telephones all 3Com telephones and attendant consoles use these symbols to identify the connectors LA a a a c E 138 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE Figure 11 shows underside of the 3Com 3102 Business Telephone Connection details for each type of 3Com device are listed on the packing sheet that is shipped with the device Figure 11 Underside of the 3Com 3102 Business Telephone 123 4 CAUTION The NBX system operates over the LAN not through traditional telephone wiring Your telephone connects t
121. nd choose which one Is active See Changing Your Name Announcement and Personal Greetings in Chapter 4 NBX NetSet Utility The NBX NetSet utility has two interfaces m Administrator Your administrator logs in with a special password and uses the NBX NetSet utility to manage and configure system wide telephone settings and many of the settings for your telephone 16 CHAPTER 1 GETTING STARTED gt Starting the NBX NetSet Utility m User As a telephone user you log in to the NBX NetSet utility with your own system ID your extension and password to a View and change your telephone s personal settings such as speed dials ringer tone accessibility options and specify where you want your calls to go when you cannot answer them your call coverage points a Listen to and delete your voice messages from your computer as an alternative to managing calls on your telephone a View your call permissions certain current feature settings and the internal user directory to call other users on your system a Log into and out of one or all ACD groups hunt groups and calling groups of which your telephone is a member See Chapter 5 Chapter 6 and Chapter 7 for discussions about the standard and enhanced features that you can monitor and change in the NBX NetSet utility See Chapter 4 for voice messaging features If your NBX system uses a messaging application other than NBX Messaging off site notification and o
122. new label for your Access buttons An Access button that is set up for incoming and outgoing calls is called a System Appearance button The light beside each System Appearance button indicates the status See Table 5 Table 5 Status Indicator Lights for System Appearance Buttons The line is Oft Available for use Steady In use Blinking quickly Ringing Blinking slowly On hold 24 CHAPTER 2 3COM 3101 AND 3101SP BASIC TELEPHONES gt Telephone Buttons and Controls 3COM 2101 BASIC TELEPHONE This chapter describes the buttons controls and features that are specific to the 3Com 2101 Basic Telephone It covers these topics m Telephone Buttons and Controls Programmable Access Buttons Status Icons For how these features work on an analog telephone that is connected to the NBX system click the NBX Feature Codes Guide icon below any screen in the NBX NetSet Utility Figure 3 shows the buttons and controls on the 3Com 2101 Basic Telephone 26 CHAPTER 3 3COM 2101 BASIC TELEPHONE Figure 3 3Com 2101 Basic Telephone 3 June 29 10 34 am 2 Extension 108 4 OY oo000 Oo0000 O000 o0000 ooo ODEO 2 2 C CD D d amp 8 O Or D Ol O AA N HOLD L 12 11 10 9 The 3Com 2101 Basic Telephone has these features 1 Handset 2 Hook switch under the handset Pressing and releasing the hook switch gives you a di
123. nsions to which you can direct a broadcast using a configured extension You can page a zone a PA system or both the zone and the PA system simultaneously Zone extensions are configured by the administrator 112 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM A WN gt Configurable Operators How Configurable Operators Work 1 2 gt To discover the page zone extensions on your system Log in to the NBX NetSet Utility and go to System Group Settings gt Page Zones The NBX NetSet utility lists the existing page zones and their extension numbers Click the page zone extension to list the members of that zone You can view zone memberships only if the administrator authorizes you to do so To page a zone a PA system or both perform the following steps using your 3Com Telephone Pick up the handset Dial the appropriate extension to page the zone Speak the broadcast message into your handset Hang up 3Com Cordless Telephones 3Com Entry Telephones and analog telephones can initiate but cannot receive a zone page The Configurable Operators feature gives a caller who is directed to voice mail the option of going to another destination You can configure your own operators for those who call your extension if the administrator allows it and you can also use this feature as a caller to another device Following is a brief description of how the system directs a caller from your voice mail t
124. nto the mounting supports on the bottom of the telephone After you connect the cables to the phone press the cables into the cable management clamps on the stand 140 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE Figure 13 Adjusting the Support Bracket 1 Lock tab To adjust the support bracket press to release the lock tab rotate the bracket to the position that you want and then release the lock tab Figure 14 Wall Mounting 1 Bottom supports When you mount a device on a wall attach the support bracket and adjust it so that the bottom of the support bracket rests against the bottom supports on the device Safe wall mounting requires 3 4 inch drywall and 1 5 inch drywall screws Attaching and Adjusting the Fixed Support Bracket Low Profile and High Profile Positions Attaching and Adjusting the Fixed Support Bracket 141 The fixed support bracket is common to the following devices m 3Com1105 Attendant Console m 3Com 2101 Basic Telephone The fixed support bracket can be attached in low profile high profile or wall mount positions Tabs on the underside of the telephone slip into slots on the bracket and the opposite mounting points snap into place In Figure 15 the support bracket is outlined to show you how to install the device in the low profile and high protile desktop positions Figure 15 Low Profile and High Profile Desktop Positions 142 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE
125. o operators that you designate If you do not answer a call the system invokes your voice mail The caller listens to your prerecorded voice mail message which includes the instruction to press an access digit 0 or 9 in order to reach the appropriate operator When you employ a configurable operator you must re record your personal voice mail greeting to tell callers that an operator Is available to them if they press the appropriate access digit during the voice mail greeting Configuring the Operators gt Configurable Operators 113 The caller presses 0 or 9 The call is redirected to the operator that you designated The caller can leave a message and then press 0 or 9 to transfer to a configured operator You can view the operators settings and modity those settings if your administrator allows it The operator s call handling rules such as call coverage may apply to the voice mail caller Also you must have external to external permissions in order for transfers to external phone numbers to complete successfully If you or the administrator do not configure operator destinations the system directs an operator bound caller to extension 507 Viewing Your Operator Permissions To find out if you have permission to configure operators Log in to the NBX NetSet Utility and go to My Calling Privileges gt Call Permissions Your current permissions to configure the System Operator and the Personal Operator
126. o raise or lower the volume of the dial tone or the sound that you hear on the headset put on the headset and activate it as specified for your headset When you hear the dial tone or during a conversation press the up or down Volume Control button repeatedly until the volume is at the level that you prefer See Using a Headset in Chapter 6 gt D gt Guidelines About Features on NBX Telephones PERSONALIZING YOUR TELEPHONE Your Networked Telephony System has many features that can make your telephone easier to use This chapter describes m Guidelines About Features on NBX Telephones m Ringer Tones m User Button Mapping a Speed Dials a Off Site Notification a Do Not Disturb m Preventing Unauthorized Use of Your Telephone Class of Service Override m Using a Headset For help on accessing NBX features from an analog telephone see the NBX Feature Codes Guide for Analog Telephones in the NBX NetSet utility For how to set up your NBX NetSet utility password for the first time see Chapter 1 If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions f your telephone does not have a button programmed for Feature ask your administrator to program one Because your administrator determines whether some of the features that are described in this chapter are available for your telephone or for the entire
127. o the NBX system through an RJ 45 LAN connector instead of an RJ 11 teleohone connector Your teleohone will not work unless it is connected properly Ask your administrator if you have questions about your telephone connection The underside of a 3Com Telephone or attendant console includes 1 AC power adapter connection 2 Ethernet connector for connection to the LAN 3 Ethernet connector for an optional connection to your desktop computer Not on 3100 Handset connector 5 Headset connector 3102 3102B and 3103 only Tabs for the support bracket gt a For information about the underside of each 3Com Telephone and for information about how to connect any 3Com Telephone or Attendant Console to a Power over Ethernet source see the packing sheet that comes with the device Attaching and Adjusting the Articulating Support Bracket Attaching and Adjusting the Articulating Support Bracket 139 a The following device support brackets have built in strain relief clamps 3101 3102 3102B 3103 3105 and 3100 The articulating support bracket is common to the following devices m 3Com 3105 Attendant Console a 3Com 3101 and 3101SP Basic Telephones Figure 12 Figure 13 and Figure 14 show the 3Com 3102 Business Telephone The instructions apply to all of these devices Figure 12 Attaching the Support Bracket Bracket 2 Mounting supports 3 Cable management clamps To attach the support bracket snap the bracket i
128. oice messages from the NBX system you must access your voice mailbox through the telephone or the NBX NetSet utility See Off Site Notification in Chapter 6 for a discussion of off site notification behavior Account Codes allow your administrator to track calls that are associated with an individual client or account When you dial a call or when you answer your telephone you dial a numeric account code that allows the NBX system to track time spent on the telephone with a client perhaps to be associated with a billable account You may be forced to enter an account code for outgoing external calls To see if you are forced to enter an account code log in to the NBX NetSet Utility and go to My Calling Privileges gt Call Permissions For a list of public account codes go to Directory gt Account Codes To enter a forced account code for an outgoing external call Dial the phone number For a 3Com Entry Telephone or analog telephone you hear the feature tone as the system waits for the required account code The display panel prompts you for the required account code Dial the account code that has been assigned by your administrator and then press the key The NBX system records the account code and completes the call Caller ID Internal and External Caller ID Calling Line Identity Restriction CLIR Caller ID 93 m The account name if known displays If the account code is incorrect you are prompted to
129. on to a A Supervisory Monitoring call a A call that is on hold a While using WhisperPage if either the listener or the other party on the call invokes Transfer Park Conference or Forward to VM the WhisperPage session ends m You can start up to two simultaneous WhisperPage sessions one or both on hold providing you have a line available for each session For additional tips and considerations on using WhisperPage see your system administrator Use Call Park to place a call in a holding pattern and make it available for another person to pick up from any telephone on the system Use the internal paging feature the external paging feature or both to announce the call The recipient can retrieve the call from any 3Com telephone or analog telephone by dialing the Call Park extension that you give during your announcement This feature is useful in any of these circumstances m The recipient is elsewhere in the building m You want to continue a call on another telephone for instance in a conference room for privacy and transferring the call does not give you enough time to retrieve It When you park a call you assign it a Call Park extension which anyone can use to retrieve it Table 9 lists the default Call Park extension numbers Ask your administrator to verify the Call Park extensions for your location Table 9 Default Call Park Extension Numbers System Default Extension Numbers 4 digit dial plan 6000 6
130. onal speed dial 11 corresponds to extension 610 You can also use Other to map Class of Service Override feature code 433 or Telephone Lock feature code 432 to a telephone button Press this button and dial a valid Call Park extension to park the current call To retrieve a parked call from a Call Park extension press the Park button and then dial the extension on which the call was parked User Button Mapping 73 For more information see Listening to NBX Messages in Chapter 4 Using Message Waiting Indicator to Telephone in Chapter 7 Using Message Waiting Indicator to Telephone in Chapter 7 Using Message Waiting Indicator to Telephone in Chapter 7 Class of Service Override and Preventing Unauthorized Use of Your Telephone Call Park in Chapter 7 14 CHAPTER 6 PERSONALIZING YOUR TELEPHONE Table 8 User Button Mappings continued Function PG 482 531 PG 500 531 on NBX 100 Pickup Group PSD 1 99 PSD 1 10 on NBX 100 Redial Release SSD 0 99 SSD 1 10 on NBX 100 Switch to DTMF Button Description Press this button to pick up a call on any extension in the selected Pickup Group without dialing the Pickup Group extension Your telephone and the ringing telephone must be part of the same Pickup Group unless the Allow Non Member Pickup check box is enabled for the group To do this you must first identify a specific Pickup Group extension and
131. one which is a steady sound at a lower pitch than the normal dial tone You must enter data for instance a feature code number your password or an extension as specified in Table 11 Confirmation Tone After certain steps as when you add a party to a conference call you hear a short Confirmation Tone or beep which contirms that you have completed the action 124 CHAPTER 8 FEATURE CODES Error Tone You hear the fast busy tone also called the congestion tone when no circuits are available In addition you hear the Error Tone if you make an error such as trying to enter an unsupported feature code an invalid extension or an invalid password Hang up and start the feature code sequence again m Feature Active Tone Example You activate one of the oersistent features for instance you lock your telephone and then hang up The next time that you pick up the handset on your analog telephone you hear the Feature Active Tone This pair of tones a sound followed by a higher sound is repeated to remind you that you have enabled one of these features a Caller ID Restriction All a Do Not Disturb a Forward All Calls to Voice Mail that is to your call coverage point a Lock or Unlock Your Telephone a Call Forward All a Call Forward Busy a Call Forward No Answer These features are persistent that is each one remains active until you turn it off as described in Table 11
132. one shows the name and extension of an internal caller For an external caller if your organization purchases Caller ID service from your telephone company and if the external caller allows Caller ID information to be broadcast the display panel shows the external caller s name and telephone number On 3Com 3101 and 3101SP Basic Telephones when a new call arrives while you are on a Call Press S amp to put the current call on hold Press the Access button for the line on which the new call is arriving 3 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 On the 3Com 2101 Basic Telephone use Table 7 to manage the two lines Table 7 Managing Multiple Calls on the 3Com 2101 Basic Telephone Line A Line B How to Manage New Calls Active call Ringing To answer the incoming call press Call Toggle If you do not answer the system sends the second call to your call coverage point Active call On hold To toggle to the call that is on hold press Call Toggle To return to the first call press Call Toggle On hold Ringing If you have placed one call on hold a And you do not hang up the handset and the other line rings press Call Toggle to return to the call on hold Then press Call Toggle to answer the incoming call a And you do hang up the handset and the other line rings pick up the handset to connect to the incoming ca
133. op of the NBX NetSet window To display a particular topic click its associated tab You can also quickly access any of the frequently used topics trom the Favorites menu Simply select an item trom the drop down list to go to the selected topic If your browser does not support JavaScript click the Go button after selecting an item To change your NBX telephone s settings for accessibility and to choose the format for your NBX NetSet utility online Help log in to the NBX NetSet utility and go to Accessibility gt Accessibility Options After selecting your preferences click Apply to save your changes To open and print a copy of the Quick Reference Guide for the most frequently used features on your telephone Log in to the NBX NetSet utility See Starting the NBX NetSet Utility earlier in this chapter Go to Resources gt Telephone Quick Reference and click the Telephone Quick Reference link The quick reference guide that pertains to your telephone appears Adobe Acrobat Reader 5 0 or higher is required to view the file Adobe Acrobat Reader is available free from the Adobe Web site www adobe com 18 CHAPTER 1 GETTING STARTED Telephone Buttons and Controls 3COM 3101 AND 3101SP BASIC TELEPHONES This chapter describes the buttons controls and features on the 3Com 3101 and 3101SP Basic Telephones The chapter covers these topics m Telephone Buttons and Controls m Programmable Access Buttons Status
134. or neeee where n one or more site code digits and e the extension digits on the other system For valid site codes in your organization see your administrator To send the message to several recipients dial each destination number followed by After the last destination number and its press again to send your message A Voice Mail Group also called a mail group or mail list is a collection of extensions with a special group number Use it to send a message to everyone on the list at the same time A Voice Mail Group is not the same as an ACD Group Hunt Group or Calling Group See Automatic Call Distribution Groups Hunt Groups and Calling Groups in Chapter 7 System Voice Mail Groups can be set up by your administrator You can send a message to everyone in a System Voice Mail Group by using plus the two digit group number You can see a list of System Voice Mail Groups and the membership of each group through the NBX NetSet utility To view System Voice Mail Groups Log in to the NBX Netset utility and go to NBX Voice Mail Settings gt System Group List A list of System Group IDs and Names displays To view the membership of any group click the Group ID A list of the system group members displays You can create your own Personal Voice Mail Group either through the telephone or through the NBX NetSet utility 38 CHAPTER 4 NBX MESSAGING aA uu A W N To create a personal voice ma
135. plan on the Chicago NBX system sets up the necessary connection to the Dallas NBX system and then to the extension at that site Using Site Codes Dialing a Call to a Remote Office 117 Figure 6 Using Unique Extensions to Dial Remote Offices NBX System in Chicago Extensions 1000 1999 2 Wide Area Network WAN 3 NBX System in Atlanta Extensions 2000 2999 4 NBX System in Dallas Extensions 3000 3999 If some users have overlapping telephone extensions your administrator can configure your telephone system to use site codes for you to dial people at remote offices Your administrator chooses the site codes for your system In this example you dial a site code first followed by the extension at the site For example as shown in Figure 7 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 118 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM Bridged Extensions Figure 7 Using Site Codes to Dial Remote Offices NBX System in Chicago Extensions 1000 3999 Site Code 61 2 Wide Area Network WAN 3 NBX System in Atlanta Extensions 1000 3999 Site Code 62 4 NBX System in Dallas Extensions 1000 3999 Site Code 6
136. pose The buttons on the main screen provide a quick and easy way to perform the various system functions There are several function buttons that are displayed above the Call List on the main screen The behavior of these buttons is context sensitive This means that depending on the state of the calls that are being controlled by the CAS software certain buttons may be enabled or disabled and the operation that a button performs may also change For example the Answer button is only enabled if there is an incoming call If there is a call active the Answer button will appear as a Release button and pressing it will terminate the call The Call List is located at the top of the main window directly below the main menu The Call List provides caller ID information name and number call status and call duration for all of the calls that are currently present on your phone There can be more than one call shown in the call list The number of calls in the list corresoonds to the number of calls that currently exist on your phone The maximum number of calls that can be displayed in the call list is dependent on the number of access lines that are assigned to your phone By default the number of lines is three The tabs on the Directory List provide a quick and easy way to organize the names in the directory There are three different tabs that can be used to create different views of the directory Main Directory tab Lists all of the dir
137. r changing the settings for the Feature or Call Toggle buttons greatly reduces your ability to use some of the NBX system features Your 3Com 2101 Basic Telephone allows you to use two telephone lines at the same time On the display panel the behavior of the telephone icon next to the number 1 for Line 1 on the first row or 2 for Line 2 on the second row indicates the status of the lines See Table 6 Table 6 Status Indicator Behavior for the Telephone Icons in the Display Panel If the telephone icon is The line is Not displayed Available for use Steady In use Blinking quickly Ringing Blinking slowly On hold NBX Messaging Components gt Important Considerations NBX MESSAGING This chapter describes the NBX Networked Telephony Solutions voice messaging features It covers these topics m NBX Messaging Components Changing Your Password m Changing Your Name Announcement and Personal Greetings m Listening to NBX Messages m Replying to a Message Forwarding a Message m Creating and Sending a Message m Using Voice Mail Group Lists m Marking a Message as Private or Urgent m Other Ways to Manage Your Voice Mail Messages m Other Kinds of Mailboxes A key component of the NBX Networked Telephony Solutions is the NBX Messaging system which includes voice mail off site notification and several administrative features Voice mail allows callers to leave voice messages in your voice mailbox when you
138. r dial tone dial the second call The number of simultaneous calls that you can have on your 3Com Telephone is limited by the number of Access buttons that are defined for your extension The default is the first two Access buttons on the left of 3101 and 3101SP Basic Telephones Your administrator can verity the number and location on your telephone To place more than one call on hold on a 3Com 3101 or 3101SP Basic Telephone To place the current call on hold press the button m To make a call press one of the Access buttons that Is currently not being used When you hear dial tone dial the call ms To receive a call locate the flashing status light that indicates the incoming call and press the associated Access button 2 To place the new call on hold press S _ 3 To return to either call press the appropriate Access button To place or receive another new call repeat the previous steps 58 CHAPTER 5 STANDARD FEATURES Transferring a Call To place more than one call on hold on a 3Com 2101 Basic Telephone Press the Hold button Make or receive a new call ms To obtain dial tone and make a second call f you did not hang up the handset press and release the hook switch f you did hang up the handset pick it up again When you hear dial tone dial the second call m To answer a call f you did not hang up the handset press the Call Toggle button a f you did hang up the handset pick it up agai
139. r only the first new voice message First new message means the first voice mail message that arrived at your mailbox since the last time that you logged in to your voice mailbox through a telephone OR through the NBX NetSet utility Logging in restarts the cycle Resetting the Off Site Notification Cycle When you log in to your voice mailbox and hang up or log out regardless of whether you listen to or delete messages you start the off site notification cycle again You will be notified about the next message that comes into your voice mailbox To manage your off site notification settings directly through the telephone Log in to your voice mailbox at your telephone or remotely Press 9 Press 4 select one of these options and follow the prompts Description Enable off site notification Disable off site notification Change off site notification settings Review current off site notification settings Bl W N Do Not Disturb gt Do Not Disturb 85 When the Do Not Disturb feature is in effect calls coming in to your telephone immediately go to your default call coverage point without ringing You set the default call coverage point trom the NBX NetSet utility by going to Call Forward gt Call Forward See Forwarding Incoming Calls in Chapter 5 If Call Forward All is in effect it overrides Do Not Disturb Calls go to the call coverage point defined for Call Forward All in the Call Forward gt
140. r telephone for a specified number of times A shared line can be a bridged extension or an incoming analog teleohone line that is mapped to more than one telephone Example The administrator programs maps a telephone extension to appear on both a manager s telephone and the assistant s telephone that is it is a bridged extension The administrator has also enabled the Delayed Ringing feature on the manager s telephone and has specified 4 rings a typical setting When a call comes in to the manager on that extension the assistant s telephone rings 4 times before the call audibly rings on the manager s telephone Even during the first silent rings the line s status light on the manager s telephone flashes allowing the manager to answer the call if required In some locations analog telephone users must dial telephone calls using pulse dialing instead of tone dialing also called Dual Tone Multi Frequency or DTMF dialing Your administrator must configure the Analog Line Card ports for pulse dialing 120 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM Examples Some of your telephone lines are provided by a telephone company that supports only pulse dialing while other lines are provided by a different telephone company that supports DTMF dialing Your organization s telephone service provider offers low cost pulse dialing only service m n some situations you must switch to DTMF dialing during
141. set You can map the buttons of your own 3Com Basic Manager or Business Telephone if your NBX administrator enables this feature for your user group You can also modify the button mappings for a telephone to override group button mappings unless your administrator has locked a particular feature or features A lock icon in the NetSet display indicates whether the button can be remapped Call forwarding can occur when locking is enabled To check if button mapping is available for your telephone log in to the NBX NetSet utility and go to My Calling Privileges gt Call Permissions Button mapping is available if this feature is enabled User Button Mapping 71 To set the button mappings for an individual telephone 1 Go to Telephone Programming gt Button Mapping 2 Click on the pull down list next to the appropriate button in order to select a feature from the list to associate with this particular button Table 8 describes all the function types that a user can map to the available buttons on an NBX Telephone See Button Mapping Notes later in this chapter for tips and special considerations Table 8 User Button Mappings Function Button Description For more information see Account Code Before or during a call press this button enter the account Account Billing Codes in code you want and press the key Chapter 7 Automatic Callback While on a call to an extension that is in use or Using Automatic Callback
142. sole to be a Conference Drop button On a 3Com 2101 Basic Telephone or a telephone that does not have a button programmed for Conference Drop Press Feature 431 The system returns you to the others who are in the conference call 62 CHAPTER 5 STANDARD FEATURES More About Conference Calls Using Camp On To place your part of a conference call on hold press the Hold or button The other parties can talk among themselves but they cannot hear you Music on Hold does not play when a conference call is on hold To transfer a conference call to another telephone press the Transfer button Dial the number to which you want to transfer the call announce to the recipient optionally that you are transferring a conference call and then press the Transfer button again All of the conferenced parties are transferred except yourself a Your ability to drop the last person that you added to the conference is transferred to the person who accepts the transfer Camp On allows you to queue a transferred call on to an NBX destination extension that is already in use When the destination extension becomes available the system automatically rings that extension While a call is camped on the caller hears either Music On Transfer MOT or silence if no music is provided The destination extension becomes available when the user ends the current call or puts the current call on Hold You initiate a Camp On call through Feature
143. sonal voice mail group lists 37 printing speed dials 79 locking your telephone blocking unauthorized calls 86 button mapping 73 feature code 127 off site notification restriction 83 logs on NBX telephone display panel answered calls 47 dialed calls 47 missed calls 47 long distance calls preventing 86 M mail group lists personal 37 system 37 mailboxes greeting only 41 group 42 phantom 42 setting up personal 13 maintenance telephone 137 message waiting indicator cancel feature code 127 waiting indicator retrieve feature code 127 waiting indicator send feature code 127 Message button 2101 Basic Telephone 27 3101 and 3101SP Basic Telephones 21 message waiting indicator for voice mail 2101 Basic Telephone 32 3101 and 3101SP Basic Telephones 20 32 analog telephones 32 message waiting indicator to telephone 114 cancelling 115 deleting 115 retrieving 114 sending 114 messages creating and sending 36 forwarding 35 listening trom a remote location 33 listening trom telephone 33 listening NBX NetSet utility 32 maximum length 30 private 40 replying to 35 sending 36 urgent 41 Messaging NBX 29 microphone 3101SP Basic Telephone 21 monitor 103 monitor whisper barge in feature code 127 monitoring supervisory 102 moving telephones 70 143 MSG button 2101 Basic Telephone 27 Mute button 3101 and 3101SP Basic Telephones 21 MWI See message waiting indicators N name announcement changing 31 setting the fir
144. st time 14 NBX Basic Telephone 2101 25 3101 and 3101SP 19 NBX Messaging 29 NBX NetSet password changing 14 forgotten 14 initial 14 16 overview 30 NBX NetSet utility getting started 16 listening to messages 32 overview 15 problems with 145 new messages dial tone 123 notification off site 80 O off site notification 80 managing using the telephone 84 operators configuring 112 viewing 113 N 151 other function for mapping feature codes 73 outbound calls dialing 49 speed dials 76 P page zones extensions 111 pager off site notification 80 paging 110 required equipment 110 111 to announce a parked call 109 zones 112 Park button 3105 Attendant Console 131 parking a call overview 109 retrieving a parked call 110 password change feature code 127 set initially feature code 127 passwords changing in the NBX NetSet utility 16 changing on the telephone 30 forgotten 30 32 security tips 31 permissions allowed calls 87 viewing your call permissions 87 persistent features 124 personal greeting changing 31 selecting 31 setting the first time 14 personal speed dial button mapping 74 personal speed dial numbers 76 personal voice mail group lists creating 37 modifying 39 phantom mailboxes 42 picking up calls 95 position wall mount bracket 142 printing labels 79 printing speed dial lists 79 privacy list domain supervisory monitoring 103 private messages 40 problems solving 137 programmable Access b
145. t wants to take the call press Transfer again to complete the transfer Hang up the handset m f you are on a 3Com 3101 or 3101SP Basic Telephone and the recipient does not want to take the call retrieve it by pressing the Access button on which the call originated m f you are on a 3Com 2101 Basic Telephone and the recipient does not want to take the call press and release the hook switch to disconnect the attempted transfer and then retrieve the original call by pressing Call Toggle Your administrator can disable Announced Transfers by enabling the One Button Transfer feature for the entire NBX system When that setting is enabled every time that you transfer a call the call is transferred as soon as you dial the extension and hang up without waiting for you to announce the call In a blind transfer you transfer the call without notifying the recipient While on a call press the Transfer button The system places the caller on hold and selects a new line 2 Dial the number to which you want to transfer the call 3 As soon as you hear a full ring press the Transfer button and hang up If you press the Transfer button too soon after you dial the number the transfer may not occur 60 CHAPTER 5 STANDARD FEATURES Direct Mail Transfer D gt Establishing a Conference Call D gt D gt You can transfer a call directly into another user s voice mailbox The call does not ring on that user s telephone C
146. tSet utility 14 CHAPTER 1 GETTING STARTED Table 4 Setting Your NBX NetSet Utility and NBX Messaging Password Feature Password Set Initially If your system uses NBX Messaging follow the NBX voice prompts to set your NBX password which is the same for the NBX NetSet utility and voice messaging OR use the NBX NetSet utility described next If your system uses a voice messaging application other than NBX Messaging use this code sequence to set your password for the NBX NetSet utility 3Com recommends that you use the same password for the NBX NetSet utility and your messaging application For all voice messaging systems a Use only 4 to 10 digit numbers a Do not use letters or as part of your password Password Change If your system uses NBX Messaging follow the NBX voice prompts to change your NBX password which changes your NBX NetSet utility password because they are the same OR use the NBX NetSet utility described next If your system uses a voice messaging application other than NBX Messaging use this code sequence to change your password for the NBX NetSet utility 3Com recommends that you use the same password for the NBX NetSet utility and your voice messaging application For all voice messaging systems If you forget your password the administrator can reset it to your extension Then use this code for applications other than NBX Messaging or the NBX voice prompts to change it
147. tem This method uses default codes in Table 10 Page a subset of all extensions on the system called a zone This method uses extensions that the administrator configures for this purpose D gt Paging the System Paging 111 Each method allows you to broadcast a message to different destinations depending on your location and equipment Do not press the Feature button before you dial the Paging code When you page the system you broadcast a message to all internal extensions with speakers to a Public Address PA system or to both simultaneously Paging codes as described in Table 10 have default values for each destination Table 10 Paging Codes 3 digit dial plan 4 digit dial plan Feature default codes default codes External Paging 620 6200 Broadcast an announcement over a public address system that has a paging amplifier and speaker system that is connected to your NBX system Internal Paging 621 6201 Broadcast an announcement through the speakers on all NBX Telephones with speakers on your system except those that have been set to Do Not Disturb Simultaneous Paging 622 6202 Broadcast an announcement externally and internally at the same time To page perform the following steps using your 3Com Telephone Pick up the handset Dial the appropriate paging code on your system 3 Speak the broadcast message into your handset and hang up Paging Zones A page zone Is a subset of internal exte
148. ter 5 Call Park Park a Call F 444 one of the Call Park extensions Call Park in Chapter 7 for your NBX system Call Pickup Directed F 455 the extension of the ringing Call Pickup in Chapter 7 telephone Call Pickup Group F 456 call pickup group number Call Pickup in Chapter 7 Call Privacy On Off F 428 Call Privacy in Chapter 7 Call Toggle F 409 Toggles between two calls To return to the first call press the button for the line where the first call came in press Call Toggle 2101 or repeat F 409 Caller ID Restriction F 889 Caller ID in Chapter 7 CLIR All On Off Caller ID Restriction for F 890 Caller ID in Chapter 7 Next External Call Only Camp On Direct F 468 destination extension Initiating Direct Camp On in Chapter 5 Camp On With Call F 420 destination extension F Initiating Camp On With Call Transfer Transfer 468 in Chapter 5 Class of Service Override F 433 your own extension your Class of Service Override in Chapter 6 password the outside party s number Conference Call Add F 430 telephone number Establishing a Conference Call in F 430 Chapter 5 Conference Call Drop F 431 Establishing a Conference Call in Chapter 5 Direct Mail Transfer F 441 other person s extension Direct Mail Transfer in Chapter 5 hang up Do Not Disturb On Off F 446 Do Not Distur
149. the Call Forward All feature see Call Forward All later in this section Call Forward No Answer Call Forward Busy and Call Forward All override this Forward to Mail setting if they are in effect If you turn off Forward to Mail and no other call forward options are in effect unanswered calls still go to your default call coverage point but after the number of rings specified in the NBX NetSet utility Call Forward gt Call Forward page To view your current Forward to Mail setting log in to NBX NetSet utility and go to My Calling Privileges gt Feature Settings and see the status for Forward All Calls to VM Call Forward No Answer To set Call Forward No Answer Pick up the handset and press Feature 466 Dial the number that you want to forward calls to and press If the display shows the destination number you want just press to accept it To turn off Call Forward No Answer pick up the handset and press Feature 466 again You can specify the number of rings before the call is forwarded by logging in to the NBX NetSet utility and selecting the Call Forward gt Call Forward Override page You specify the number of rings under the Call Forward No Answer selection Setting Call Forward from the NBX NetSet Utility A WN Forwarding Incoming Calls 53 Call Forward Busy To set Call Forward Busy Pick up the handset and press Feature 467 Dial the number that you want to forward calls to and press If the
150. the label holders of your 3Com Telephone or your Attendant Console To save the edited LabelMaker click the Save button at the top of the LabelMaker screen Or you can click File gt Save As to save the LabelMaker to a new location To reuse your saved LabelMaker you must run the file that you saved to your computer If you download the LabelMaker from the NBX NetSet utility again you get the default version and the download might overwrite your saved LabelMaker To create a Windows Desktop shortcut to your saved LabelMaker right click the saved file and then click Send To gt Desktop create shortcut When you enable off site notification the NBX Messaging system notifies you by e mail pager or telephone that you have received voice mail You can then retrieve your messages Off site notification consists of one cycle of up to five attempts to reach you one attempt for each Attempt row that you configure in the Off Site Notification screen If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions Off Site Notification 81 To configure off site notification for your NBX voice mailbox Log in to the NBX NetSet utility and go to My Calling Privileges gt Call Permissions Look to see if your system administrator has enabled off site notification for the NBX system and for the Class of Service group to which your telephone belongs I
151. ther voice messaging features are available through your messaging application See the application s documentation rather than using this Guide To use the NBX NetSet utility you need a computer that is connected to your local area network LAN and that has a web browser You do not need Internet access To start the NBX NetSet utility Ask your administrator for the IP address or DNS host name for your NBX system In the web browser on your computer Microsoft Internet Explorer version 5 5 or later is optimal enter the IP address or DNS host name in the Address field and then press Enter The NBX NetSet utility login screen appears You cannot log in to the NBX NetSet utility until you establish your password through your telephone using NBX voice prompts or the Feature Code sequence See Table 4 earlier in this chapter 2 Click User to log in as a user The password dialog box appears 3 Type your NBX NetSet utility user identification always your 3 digit or 4 digit telephone extension and your NBX NetSet utility password and then click OK Navigating the NBX NetSet Utility Setting Your Accessibility Options Quick Reference Guide Quick Reference Guide 17 Once you log in to the NBX NetSet utility you can easily locate the information you need to use your NBX telephone features Start by clicking the category you want in the left hand column Tabs indicating the specific topics for this category appear at the t
152. tice for each voice message a Each e mail notice contains information about the voice message like time of receipt and the number that called and the voice message is attached as a WAV file and then you configure attempt 2 through 5as E mail You receive an additional e mail notice for each voice message m he second e mail notice contains no information about the voice message like time of receipt and the number that called and no WAV file attachment 2 through 5as Pager You receive a pager call for each voice message 2 through 5as VoiceMail You receive a telephone call for each voice message Follow the prompts to log in and listen to messages or log in to the NBX NetSet utility m If you specify Pager or VoiceMail for the first attempt Attempt Method Effect 1 Pager or You receive a telephone call or pager call for Voice Mail only the first new voice message and then you configure attempt 84 CHAPTER 6 PERSONALIZING YOUR TELEPHONE Managing Off site Notification Using the Telephone 1 Attempt Method Effect 2through5as E mail You receive an e mail notice for only the first new voice mail message The e mail notice contains no information about the voice message like time of receipt and number that called and no WAV file attachment 2through5as Pager You receive a pager call for only the first new voice message 2 through 5as Voice Mail m You receive a telephone call fo
153. ttendant Console Figure 9 3Com 1105 Attendant Console 39 6666665666 6666666666 f 6666666666 f 6666666666 3 4 5 6 7 1 Access buttons A light next to each button indicates whether the line is available or in use or whether assigned features are enabled Status indicator lights show the following The line is Off Available for use Steady In use Blinking quickly Ringing Blinking slowly On hold 2 Shift button Enables you to toggle between the two sets of button assignments on the Console Press the Shift button for assignments 1 through 50 Press Shift again for assignments 51 through 100 The Shift button LED is lighted when you have buttons 51 through 100 selected Attendant Console Labels Opening the 3105 Attendant Console Label Cover Opening the 3105 Attendant Console Label Cover 133 Labels You can print labels for your Attendant Console using the LabelMaker forms in the NBX NetSet utility or on the NBX Resource Pack CD See Printing Labels in Chapter 6 Transfer button Enables you to send a call to another telephone See Transferring a Call in Chapter 5 Direct Mail Transfer button Allows you to send a caller directly to another user s voice mailbox or phantom mailbox See Direct Mail Transfer
154. u set name announcement and personal greeting when you first set your voice mail See Setting Up Your Password and Voice Mail for the First Time in Chapter 1 Change your personal greeting often to ensure that callers hear up to date information You can record up to five personal greetings and choose which to use from the telephone You can also review delete or choose which to make active with the NBX NetSet utility If appropriate you may also want to change the greeting for an extension that is a greeting only mailbox so that callers do not attempt to leave messages See Greeting Only Mailbox later in this chapter To change your name announcement or personal greetings Log in to your mailbox at your telephone or remotely 2 Press 9 for Mailbox Options and then press 1 3 To review or change your name announcement press 1 and follow the prompts To review or change your personal greetings press 2 and follow the prompts Using the NBX NetSet utility you can review or delete a personal greeting or choose which of your recorded greetings to make active To hear or delete your personal greetings or choose your active personal greeting from the NBX NetSet utility Log in to the NBX NetSet utility with your extension and password Go to NBX Voice Mail Settings gt Personal Greeting 32 CHAPTER 4 NBX MESSAGING 3 Select a greeting gt Listening to NBX Messages D Message Indicators a b
155. ument title Document part number found on the front or back page 12 ABOUT THIS GUIDE m Page number As always please address all questions regarding the NBX hardware and software to your 3Com NBX Voice Authorized Partner D gt D gt Setting Up Your GETTING STARTED As soon as you are given a telephone and extension number you need to set up a password and record your name announcement and personal greeting This chapter covers these topics m Setting Up Your Password and Voice Mail for the First Time m NBX NetSet Utility m Quick Reference Guide For how to access NBX features from an analog telephone set your password as described next and then see the NBX Feature Codes Guide in the NBX NetSet utility For how to set your NBX NetSet utility password and access NBX features from a third party S iP based IP telephone see the NBX Feature Codes Guide for SIP Telephones The procedure by which you set up your password and voice mailbox for Password and Voice Mail for the First Time D gt the first time depends on m The kind of telephone that you have m The kind of voice messaging system on your NBX system Ask your administrator what kind of voice messaging is active on your system Table 4 describes how to set up your first password For details on tones and feature codes see Chapter 8 For details on tones and feature codes on analog telephones see the NBX Feature Codes Guide in the NBX Ne
156. up Voice Mailbox Hunt groups can be static or dynamic a f you are in a static hunt group you are always part of that group along with the other group members a If you are in a dynamic hunt group you must log in to the group to be part of It To log in to a dynamic hunt group using your 3Com Telephone Pick up the handset Press Feature the feature code for the hunt group Your administrator can tell you which feature code to use Dial the hunt group password and press Your administrator can tell you which password to use To log out of a dynamic hunt group using your 3Com Telephone Pick up the handset Press Feature the feature code for the hunt group Dial the hunt group password Hang up the telephone You or your administrator can configure a hunt group to an Access button To log in to or to log out of the hunt group press the specitied Access button The indicator next to the button lights to show that you are logged in On the 3Com 2101 Basic Telephone the display panel shows the message IN To log in to a dynamic hunt group using the NBX NetSet utility Go to Group Memberships gt Hunt Groups 2 Select the hunt group to which you want to log in 3 Click Login If you log in to a dynamic hunt group and do not answer a call when it rings on your telephone the system may log you out of the group depending on how the administrator has configured the group Calling Groups Automatic Call Distri
157. uring Wrap Up Time the LED for the mapped button Is lit and the system routes no calls to this extension except personal calls or Call Hunt Groups Automatic Call Distribution Groups Hunt Groups and Calling Groups 99 Group calls If you need more time than what is allotted by default you can use the Extend Wrap Up Time feature Extend Wrap Up Time If the Wrap Up Time feature Is enabled by the ACD administrator the Extend Wrap Up Time feature is enabled by default and allows an agent to extend the Wrap Up Time period for the same time duration as the Wrap Up Time This feature is valid only if you are already in the wrap up mode You can activate the Extend Wrap Up Time once per call using Feature code 973 or by mapping an access button to this feature see User Button Mapping Incoming calls ring to one member of the hunt group If that member s telephone is in use or if that member does not answer the call the system hunts for another member of the group until the call is answered or is forwarded to the group call coverage point For example if there are no available members of the hunt group the call might be forwarded to a group mailbox or to the receptionist Figure 4 shows the path of a call coming into a hunt group Figure 4 Sample Hunt Group Configuration 1 Incoming Telephone Call 2 Telephone 1 3 Telephone 2 100 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM Aa WN 4 Telephone 3 5 Gro
158. uttons 1105 Attendant Console 132 2101 Basic Telephone 27 3101 and 3101SP Basic Telephones 21 22 152 INDEX 3105 Attendant Console 131 public address system 110 111 pulse dialing 119 pulse to tone feature code 127 Q Quick Reference sheets 17 R receptionist and the Attendant Console 130 and the Complement Attendant Software CAS 134 definition 10 Redial button button mapping 74 redialing calls 50 feature code 127 Release button button mapping 74 release feature code 127 releasing calls with headset 88 relocating telephones 143 remote notification 80 remote offices calling 116 replying to voice mail messages 35 ring no answer call forwarding 51 ringer tone choosing 70 volume 68 ringing delayed 119 Do Not Disturb 85 RJ 11 jack caution avoiding use with 3Com Telephones 138 RJ 45 jack caution using instead of RJ11 138 S scroll buttons 2101 Basic Telephone 27 3101 and 3101SP Basic Telephones 21 security passwords 30 31 preventing unauthorized outbound calls 86 wall mount bracket 2101 143 sending messages 36 shared telephone lines bridged extensions 118 delayed ringing 119 hunt groups 95 Shift button 1105 Attendant Console 132 3105 Attendant Console 132 show lists feature code 127 silent monitor 103 silent ring 70 Simultaneous Paging dial code 111 SIP Session Initiation Protocol 60 site codes 117 soft buttons 2101 Basic Telephone 27 3101 and 3101SP Basic Telephones 20 software Compl
159. uttons on the 3Com 3101 and 3101SP Access Buttons Basic Telephones By default the functions assigned to these buttons are set by your administrator If your administrator has assigned you to a group that allows you to change your button mappings log in to the NetSet utility and go to Telephone Programming gt Button Mapping to view or change the current features on your telephone s buttons See User Button Mapping in Chapter 6 You can also set buttons to one touch speed dials To view or change the current speed dials on your telephone s buttons button mappings go to Directory gt One Touch Speed Dial in the NBX NetSet utility See Special Case One Touch Speed Dials in Chapter 6 Figure 2 Access Buttons O E Em Comos 3C10401SPKRA E Eson mso 3C10401A 1 2 3 4 Access buttons have these default settings System Appearance button 2 System Appearance button 3 Feature button Allows you to access features that are not directly assigned to an Access button on your telephone See Using Feature gt Status Lights for System Appearance Buttons Status Lights for System Appearance Buttons 23 Codes in Chapter 8 for a list of features and codes and how to use them Transfer button Sends the currently active call to another telephone The telephone LabelMaker which is available through the NBX NetSet utility enables you to define and print a
160. visor to listen to a call Whisper allows the monitoring supervisor to speak to the agent without the customer hearing Barge In allows the supervisor to speak to both the agent and the customer Monitor also called Silent Monitor allows an authorized supervisor to listen to calls that are received or initiated by an agent who does not have privacy enabled and is a member of the supervisor s monitoring domain The administrator configures the NBX system to specify whether a tone audible to the agent plays when the supervisor joins to monitor the call 104 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM Whisper Barge In To monitor an agent s call Pick up the handset Press Feature 425 Or press the Access Button if one is configured for Monitor The display panel prompts you for the domain password Enter the password and press the OK soft button or press The system validates the password If valid you receive a confirmation tone and are prompted to enter the agent s extension Enter the agent s extension a lf the agent is valid and available you join the call either silently or with a tone announcing the call to the agent depending on system configuration Your display panel now shows options to Whisper Change Agent or Barge In The display panel on a 3Com 3103 Manager telephone also shows a Whisper icon m Only the supervisor s display panel indicates that supervisory monitoring Is In use
161. y Monitoring see your system administrator The WhisperPage feature allows you to dial an NBX extension that is involved in an active conversation with another person and speak to that person without the other party on the call being able to hear you WhisperPage is typically used in the workplace by an assistant and manager While a manager is on a call an assistant can start a WhisperPage session to alert the manager of an important meeting or call During the WhisperPage session the assistant cannot hear the manager or the third party and the third party cannot hear the comments of the assistant If the manager is not on an active call when the assistant starts a WhisperPage session the call is placed just as if the assistant dialed the manager s extension 108 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM D gt Starting a WhisperPage Session Both the manager and the assistant in a WhisperPage session must be assigned to an NBX WhisperPage domain and have appropriate WhisperPage access privileges To view your WhisperPage access privileges log in to the NBX NetSet Utility and go to System Group Settings gt WhisperPage This page reports the following information m Whether or not the WhisperPage alert tone is enabled m The period of time in seconds called decline time before an initiated WhisperPage session becomes active m Users listeners with whom you can initiate a WhisperPage session a Users speakers
162. y that each Ethernet cable is connected and that each cable is in the proper connection a Remove and add power to the telephone by unplugging the power cord at the electric outlet and plugging it back in a If the telephone is powered through a powered Ethernet cable make sure that power is applied to the cable at its source Your telephone has lost the connection to the system Remove the Ethernet cord from the Jack and then re insert it into the jack a Wait a few seconds If the telephone still appears to be locked disconnect the electrical power for your telephone and then plug it back in a Your mailbox may be full Log in to your voice mailbox and delete some messages Your telephone may be set up for Greeting Only Mailbox Log in to the NBX NetSet utility and go to NBX Voice Mail Settings gt Personal Greeting and clear the Greeting Only Mailbox checkbox You have selected a Call Park extension that is already in use Try another Call Park extension Your administrator can add additional Call Park Extensions For details see Call Park in Chapter 7 No outside lines are available Try again in a few minutes The other user may have the Hands Free Active on Intercom feature enabled Begin speaking after you hear the tone You have the Hands Free Active on Intercom feature enabled Troubleshooting Problems 145 Table 14 Possible Problems continued Possible Problem When try to access the

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