VCX Basic Telephone
Guide
™
VCX™ V7000 IP Telephony Solution
System Release 7.0
Part Number 900-0328-01 Rev AC
Published February 2006
http://www.3com.com/
3Com Corporation
350 Campus Drive
Marlborough, MA
01752-3064
Copyright © 2006 3Com Corporation. All rights reserved. No part of this documentation may be
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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
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portion of any legend provided on any licensed program or documentation contained in, or delivered to
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Unless otherwise indicated, 3Com registered trademarks are registered in the United States and may or
may not be registered in other countries.
3Com and the 3Com logo are registered trademarks of 3Com Corporation. VCX is a trademark of 3Com
Corporation.
Other brand and product names may be registered trademarks or trademarks of their respective holders.
CONTENTS
ABOUT THIS GUIDE
Conventions 8
Figures 8
Related Documentation
Comments 10
1
9
GETTING STARTED
VCX Telephone Overview 12
Initial Voice Mailbox Setup 13
Configuration Options 14
Additional Information Sources 14
2
VCX BASIC TELEPHONE — MODEL 2101
Buttons and Controls
3
16
VCX BASIC TELEPHONES — MODELS 3101 AND 3101SP
Buttons and Controls 22
Access Buttons 26
Status Lights for System Appearance Buttons
4
27
VCX ATTENDANT CONSOLES — MODEL 3105 AND
COMPLEMENT ATTENDANT
VCX Attendant Console 30
Access Buttons 30
Feature Buttons 30
Printing Labels 32
Attendant Console Status Lights 33
Complement Attendant Software 34
4
5
BASIC TELEPHONE OPERATION
Logging In to Your Telephone 40
Changing Your Password 41
Answering a Call 42
Making Calls 42
Making Internal Calls 43
Redialing a Call 43
Making External Calls 43
Making a Call to a Remote Office 43
Using Unique Extensions 43
Using Site Codes 44
Class of Service Override 44
Terminating Calls 45
Using the Telephone Display Panel 45
Controlling the Volume 47
Putting a Call on Hold 48
Music on Hold 49
Dialing a New Call While on a Call 49
Answering a New Call While on a Call 49
Transferring a Call 49
Unattended Transfer 50
Attended Transfer 50
Serial Transfer 50
Mapped Button Method 51
Serial Transfer Feature Code Method 51
Muting Calls 51
Mute Ringer 51
Activating Do Not Disturb 52
6
FEATURE CODES
Feature Code Overview 56
Using Feature Codes 56
Feature Codes 57
7
STANDARD FEATURES
Viewing the Call History
64
5
Viewing the User Directory 65
Controlling Caller ID 66
Setting up a Conference Call 67
Unannounced Conference 67
Announced Conference 67
Camping on a Busy Extension 67
Transferring Your Phone Settings to Another Phone 68
Forwarding Calls to Voice Mail 69
Transferring a Call to Another User’s Voice Mail 69
Call Waiting 71
Speed Dialing 71
Configuring Personal Speed Dial Numbers 72
Editing Personal Speed Dial Numbers 73
Dialing Personal Speed Dial Numbers 74
Dialing System Speed Dial Numbers 75
Call Forwarding 75
Call Forward Ring No Answer 76
Call Forward Busy Line 76
Call Forward Universal 77
Call Park 77
Paging 78
Paging a Group 79
Call Pickup 79
Directed Call Pickup 80
Group Call Pickup 80
Call Pickup Interaction With Other Features 80
Silent Monitor and Barge In 81
Monitoring a Call 82
Barging In 83
Blocking Call Monitoring 83
Remote Call Forward 84
Hunt Groups 86
Hunt Group Types 87
Logging In to a Hunt Group 89
Hunt Group Interaction With Other Features 90
Viewing Hunt Group Membership and Status 91
6
8
USING THE VCX USER INTERFACE
Accessing the VCX User Interface
VCX User Interface Overview 94
Enabling Call Forwarding 97
Configuring a Call Coverage Point
Logging Out 100
A
94
99
TELEPHONE INSTALLATION AND MAINTENANCE
Connecting the Telephone 102
Attaching and Adjusting the Articulating Support Bracket
Attaching and Adjusting the Fixed Support Bracket 106
Low-Profile and High-Profile Positions 106
Wall-Mount Position 107
Security Wall-Mount Bracket 108
Opening the 3105 Attendant Console Label Cover 109
Moving Your Telephone 109
Swapping Telephones 109
Cleaning Your Telephone 110
Troubleshooting Problems 110
INDEX
104
ABOUT THIS GUIDE
This guide describes how to set up and use 3Com® VCX™ telephones
and consoles.
This guide is for users of the following VCX hardware and software:
■
VCX 2101 Basic Telephone
■
VCX 3101 Basic Telephone
■
VCX3105 Attendant Console and PC-based Self-conscious
If release notes are shipped with your product and the information there
differs from the information in this guide, follow the instructions in the
release notes.
CAUTION: The 3Com telephone system operates over the Ethernet local
area network (LAN), not through a traditional telephone connection.
Your telephone is connected to the 3Com system through an RJ45
Ethernet connector instead of through an RJ11 telephone connection.
Your telephone will not work unless it is connected correctly.
For information about installing your telephone, see the packing sheet
that came in the box with your telephone. The model number is on the
underside of the telephone. Contact your administrator if you have
questions about your telephone connection.
For information about the voice mail system and features, see the IP
Messaging Module User Guide - 3Com Native Interface or the IP
Messaging Module User Guide - Traditional Interface, depending on the
Telephone User Interface (TUI) enabled for your phone.
8
ABOUT THIS GUIDE
Conventions
Table 1 and Table 2 list conventions that are used throughout this guide.
Table 1 Icons
Icon
Type
Description
Information note
Information about important features or
instructions.
Caution
Alerts you to potential loss of data or
potential damage to an application, system,
device, or network.
Warning
Alerts you to potential personal injury.
Table 2 Text Conventions
Convention
Description
Screen displays This typeface represents information as it appears on the
screen
Commands
The word “command” means that you must enter the
command exactly as shown and then press Return or Enter.
Commands appear in bold. Example:
To remove the IP address, enter the following command:
SETDefault!0 -IP NETaddr = 0.0.0.0
Words in italics
Italics are used to:
■
■
Figures
Emphasize a point.
Denote a new term at the place where it is defined in the
text.
This guide provides figures and screen captures that contain sample data.
This data may vary from the data on an installed system.
Related Documentation
Related
Documentation
These 3Com documents contain additional information about the
products in this release that are a part of or support the 3Com
Convergence Application Suite.
The following documents are a part of the VCX IP Telephony Module:
■
VCX Installation and Maintenance Guide
■
VCX Administration Guide
■
VCX Basic Telephone Quick Reference Guide
■
VCX Business Telephone Quick Reference Guide
■
VCX Manager’s Telephone Quick Reference Guide
■
VCX Feature Codes for Analog Telephones Quick Reference Guide
■
VCX Basic Telephone Guide
■
VCX Business Telephone Guide
■
VCX Manager’s Telephone Guide
■
VCX Security Guide
The following documents are a part of the IP Messaging Module:
■
IP Messaging Module Product Overview
■
IP Messaging Quick Reference Guide - 3Com Native Interface
■
IP Messaging Module User Guide - 3Com Native Interface
■
IP Messaging Quick Reference Guide - Traditional Interface
■
IP Messaging Module User Guide - Traditional Interface
■
IP Messaging Module Operations and System Administration Guide
■
E-Mail Reader Application Quick Start Guide
The following documents are a part of the IP Conferencing Module:
■
IP Conferencing Module Installation Guide
■
IP Conferencing Module Administration Guide
■
IP Conferencing Module User Guide
■
Convergence Center Client User and Administration Guide
9
The following documents provide information on products that support
this release:
Comments
■
Enterprise Management Suite User Guide
■
Enterprise Management Suite Getting Started Guide
■
VCX V7111 Fast Track Installation Guide, Version 4.4
■
VCX V7111 VoIP SIP Gateways User Manual, Version 4.4
■
VCX V7122 SIP VoIP Gateway Installation Guide, Version 4.4
■
VCX V7122 VoIP SIP Gateways User Manual, Version 4.4
Send e-mail comments about this guide or about any Voice product
documentation to:
VOICE_Techcomm_comments@3com.com
Include the following information with your comments:
■
Document title
■
Document part number (found on the front page)
■
Page number
■
Your name and organization (optional)
Example:
VCX Basic Telephone Guide
System Release 7.0
Part Number 900-0328-01 Rev AC
Page 25
Please address all questions regarding the 3Com software to your
authorized 3Com coordinator.
1
GETTING STARTED
This chapter provides a general description of your VCX telephone and
describes the steps you must complete to use your phone.
This chapter includes the following topics:
■
VCX Telephone Overview
■
Initial Voice Mailbox Setup
■
Configuration Options
■
Additional Information Sources
12
CHAPTER 1: GETTING STARTED
VCX Telephone
Overview
Your VCX telephone must be configured to work in an IP network. This
means your phone must be assigned an IP address so it can communicate
with other VCX phones and devices. Typically, your administrator assigns
IP values, including an IP address, as part of the installation process.
During the installation process, your administrator creates an account for
you. This account includes a telephone number and a voice mailbox. Your
administrator also assigns a password that associates your telephone
number and a voice mailbox with your account.
This chapter assumes that your administrator has either logged you in to
your telephone or has given you login instructions.
■
If you are logged in, the Display Panel on your phone shows the
current date and time, and your extension.
■
If you are not logged in, see Logging In to Your Telephone.
This guide describes the features available with your telephone, such as
telephone button functions, making and forwarding calls, and speed
dialing. In addition, your account includes a voice mailbox. Voicemail
features are provided by 3Com IP Messaging software. These features,
such as listening to or sending messages, are described in the IP
Messaging guide associated with your messaging system. See Additional
Information Sources.
The settings on your telephone, including your extension, personal
settings, and system settings, remain the same even when you move your
telephone from one Ethernet jack to another, as long as both Ethernet
connections are part of the same network.
One of the benefits of a telephone configured with an IP address is
portability. Depending on how your administrator has configured the
VCX system, you may be allowed to configure another VCX phone in the
system to duplicate your primary phone simply by logging in to the other
phone using your password (see Transferring Your Phone Settings to
Another Phone).
Your VCX telephone can provide many features. Some of these features
are optional. Your administrator determines which features are available
for your telephone.
Initial Voice Mailbox Setup
Initial Voice
Mailbox Setup
13
When a caller dials your telephone number and you are unable to answer
the call, the caller hears a recording and is prompted to leave a message.
Before you can listen to messages in your voice mailbox, you must record
your name, a personal greeting, and change the default password you
use to access your mailbox.
Your administrator will provide you with the default password for initial
mailbox access. Typically, the default password is the last 4 digits of your
phone number. The first time you access your voice mailbox, the system
prompts you to change your password, record your name, and record a
personal greeting.
Note that the password you use to access your voice mailbox is not the
same password you use to log in to your telephone. When you change
the default voicemail password in the following procedure, you do not
change the telephone login password.
To initialize your mailbox:
1 Lift the handset.
2 Press the message button on your phone (see the chapter in this guide
that describes the buttons and controls for your particular phone model).
3 At the password prompt, use the keypad to enter your default password.
The voice prompt system describes the initialization process and
introduces the Setup Assistant function.
4 Follow the voice prompts to:
a Enter a new password (ask your administrator for password length
requirements; use digits only, * and # are invalid characters).
b Record a name announcement.
c Record a personal greeting.
5 Hang up.
14
CHAPTER 1: GETTING STARTED
Configuration
Options
Simple VCX telephone operations (for example, making a call,
transferring a call, and putting a call on hold) require no configuration.
These operations are described in Chapter 5.
Many VCX features, however, do require configuration (for example, call
forwarding and speed dialing). In general, you can configure these
features using one of the following methods:
■
The Telephone User Interface (TUI) is a phone-based interface that
allows you to manage your user account and VCX telephone by
entering commands using the telephone keypad. The command used
to enable or disable a feature is executed by entering a feature code.
Configuration options and prompts are displayed on the telephone
Display Panel. See Chapter 7 for more information on using the TUI.
Many options configured through the TUI require entering a feature
code.
■
■
■
■
Additional
Information
Sources
Basic telephone operation, such as making calls and putting a call
on hold, is described in Chapter 5.
Features that must be configured, such as speed dialing and call
forwarding, are described in Chapter 7.
Feature codes are described in Chapter 6.
The VCX User Interface is a web browser-based application that allows
you to manage your user account and VCX telephone. Most of the
options available through this interface are also available through the
TUI. See Chapter 7 for more information on using the VCX 7000 User
Interface.
You may also want to refer to the following documents in the VCX
documentation set for additional information:
■
VCX Business Telephone Quick Reference Guide — Provides a
single-sheet reference that describes commonly used Model 2102 and
Model 3102 telephone features.
■
IP Messaging Module User Guide - 3Com Native Interface or the IP
Messaging Module User Guide - Traditional Interface — Provides
information about the voicemail system and features available on your
phone. The Guide you should reference depends on the Telephone
User Interface (TUI) enabled on your phone. Ask your administrator for
details.
2
VCX BASIC TELEPHONE —
MODEL 2101
This chapter describes the physical layout of the 3Com® VCX™
Model 2101 Basic Telephone and includes the following topic:
■
Buttons and Controls
For information about the 3101 and 3101SP Basic Telephones, see
Chapter 3.
For information about the 3105 Attendant Console, see Chapter 4.
To verify the model number of your telephone, refer to the label under
the phone.
16
CHAPTER 2: VCX BASIC TELEPHONE — MODEL 2101
Buttons and
Controls
Figure 1 shows the buttons and controls on the VCX Model 2101 Basic
Telephone.
Figure 1 VCX 2101 Basic Telephone
3
2
4
5
1
6
7
8
12
11
10
9
The 2101 Basic Telephone includes the following features:
1 Handset
2 Hook switch (under the handset) — Pressing and releasing the hook
switch gives you a dial tone.
3 Display Panel — Displays telephone status messages, Caller ID
information (if enabled), and the number of new messages (voice, e-mail,
and fax) that you have in your mailbox (see Using the Telephone Display
Panel for more information on how message status determines the
message list).
You can also use the Display Panel to view or enable features available
through the Main menu. You can access the Main menu by pressing
Buttons and Controls
17
Feature + 410 (410 is a feature code; see Chapter 6 for information on
using feature codes). The following features are available:
■
User Directory — Displays a directory of the people in your
organization. See Viewing the User Directory.
■
Call History — Displays logs of your recent missed, answered, and
dialed calls. See Viewing the Call History.
■
Speed Dial — Speed dial numbers must be configured through the
VCX User Interface, which is accessed through the web (see
Chapter 8). The VCX Model 2101 Basic Telephone has no buttons that
can be mapped for speed dialing.
■
Call Features — Displays the following list of telephone features
(note that some features may not be enabled by your administrator):
■
■
■
■
■
■
■
■
■
Silent Monitor — When enabled by your administrator, allows
you to monitor another user’s phone calls. See Silent Monitor and
Barge In.
FWD Universal — Allows you redirect incoming calls to another
destination unconditionally. See Call Forwarding.
FWD Busy — Allows you redirect incoming calls to another
destination when your phone is busy. See Call Forwarding.
FWD Ring No Answer — Allows you redirect incoming calls to
another destination when your phone rings but is not answered.
See Call Forwarding.
Remote Forward Universal — Allows you to configure the
forwarding options of another phone from your phone. See
Remote Call Forward.
Call Park — Allows you to place a call in a holding pattern and
make the call available for other phones. See Call Park.
Direct Pickup — Allows you to answer a call ringing on another
phone. See Call Pickup.
Hunt Group — When enabled by your administrator, allows you
to log in to, and out of, a Hunt Group. See Hunt Groups.
Transfer to VMail — Allows you to transfer a call to another
user’s voice mailbox. See Transferring a Call to Another User’s Voice
Mail.
18
CHAPTER 2: VCX BASIC TELEPHONE — MODEL 2101
■
Advanced Settings — Configures network parameters.
CAUTION: This option is for administrator use only. Unauthorized
modification of these parameters will disconnect your phone.
4 Soft buttons — Use the soft buttons to navigate through Display Panel
options. A button’s function depends on the option selected. The buttons
are, left to right:
■
Slct (Select) — Use this button to select a displayed item. For example,
you can use this button to automatically dial a previously placed or
received call or a missed call.
■
Back — Use this button to move the cursor backwards one space and
delete the current space). You can also use this button to sort
displayed items.
■
Exit — Use this button to exit the currently displayed option.
5 Scroll buttons — Allow you to scroll through the items in the telephone
Display Panel.
6 MSG (Message) button — Accesses your messages (voice, e-mail, or
fax) through the VCX Messaging system. See the IP Messaging Module
User Guide.
7 Telephone key pad
8 Volume control buttons — Raise or lower the volume of the ringer, the
speaker, or the handset. See Controlling the Volume.
9 Hold button — Places a caller on hold. See Putting a Call on Hold.
10 Transfer button — Enables you to send a currently active call to another
telephone. See Transferring a Call.
11 Call Toggle button — Enables you to manage two telephone calls at the
same time. See Unanswered calls are sent to either your call coverage
point which, by default, is your voice mailbox or your configured call
forwarding destination. See Configuring a Call Coverage Point or Call
Forwarding.Answering a Second Call.
12 Feature button — Enables you to access features that are not assigned
to an Access button. For example, you can enable and disable Do Not
Disturb. To enable a feature, press the Feature button and then press the
code on the telephone keypad. For more information on feature codes,
see Chapter 6.
The telephone Laplander, available through the 3Com web site, enables
you to print labels for the feature buttons. See Printing Labels.
Buttons and Controls
19
20
CHAPTER 2: VCX BASIC TELEPHONE — MODEL 2101
3
VCX BASIC TELEPHONES —
MODELS 3101 AND 3101SP
This chapter describes the buttons, controls, and features on the 3Com®
VCX™ Model 3101 and Model 3101SP Basic Telephones.
The chapter includes the following topics:
■
Buttons and Controls
■
Access Buttons
■
Status Lights for System Appearance Buttons
For information about the 2101 Basic Telephone, see Chapter 2.
For information about the 3105 Attendant Console, see Chapter 4.
To verify the model number of your telephone, refer to the label under
the phone.
22
CHAPTER 3: VCX BASIC TELEPHONES — MODELS 3101 AND 3101SP
Buttons and
Controls
Figure 2 shows the buttons and controls on the VCX Model 3101SP Basic
Telephone. The VCX Model 3101 Basic Telephone does not include a
microphone, 8, or a speaker button and its indicator light, 10. All other
controls are identical on the two telephones.
Figure 2 VCX Model 3101SP Basic Telephone
1
2
3
16
15
14
4
13
12
5
11
6
7
10
9
8
1 Soft buttons — Use the soft buttons to navigate through Display Panel
options. A button’s function depends on the option selected. The buttons
are, left to right:
■
Slct (Select) — Use this button to select a displayed item. For example,
you can use this button to automatically dial a previously placed or
received call or a missed call.
■
Back — Use this button to move the cursor backwards one space and
delete the current space). You can also use this button to sort
displayed items.
■
Exit — Use this button to exit the currently displayed option.
Buttons and Controls
23
2 Message Waiting Indicator (MWI) — When lit, indicates that you have
at least one unreviewed message (voice, e-mail, or fax) in your mailbox.
Also, this indicator flashes when your telephone rings.
3 Display Panel — Displays telephone status messages, Caller ID
information (if enabled), and the number of new messages (voice, e-mail,
and fax) that you have in your mailbox (see Using the Telephone Display
Panel for more information on how message status determines the
message list).
You can also use the Display Panel to view or enable features available
through the Main menu. You can access the Main menu by pressing the
center scroll (Program) button (see number 4 below). The following
features are available:
■
User Directory — Displays a directory of the people in your
organization. See Viewing the User Directory.
■
Call History — Displays logs of your recent missed, answered, and
dialed calls. See Viewing the Call History.
■
Speed Dial — Speed dial numbers must be configured through the
VCX User Interface, which is accessed through the web (see
Chapter 8). The VCX Model 3101 and 3101SP Basic Telephones have
no buttons that can be mapped for speed dialing.
■
Call Features — Displays the following list of telephone features
(note that some features may not be enabled by your administrator):
■
■
■
■
■
■
Silent Monitor — When enabled by your administrator, allows
you to monitor another user’s phone calls. See Silent Monitor and
Barge In.
FWD Universal — Allows you redirect incoming calls to another
destination unconditionally. See Call Forwarding.
FWD Busy — Allows you redirect incoming calls to another
destination when your phone is busy. See Call Forwarding.
FWD Ring No Answer — Allows you redirect incoming calls to
another destination when your phone rings but is not answered.
See Call Forwarding.
Remote Forward Universal — Allows you to configure the
forwarding options of another phone from your phone. See
Remote Call Forward.
Call Park — Allows you to place a call in a holding pattern and
make the call available for other phones. See Call Park.
24
CHAPTER 3: VCX BASIC TELEPHONES — MODELS 3101 AND 3101SP
■
■
■
■
Direct Pickup — Allows you to answer a call ringing on another
phone. See Call Pickup.
Hunt Group — When enabled by your administrator, allows you
to log in to, and out of, a Hunt Group. See Hunt Groups.
Transfer to VMail — Allows you to transfer a call to another
user’s voice mailbox. See Transferring a Call to Another User’s Voice
Mail.
Advanced Settings — Configures network parameters.
CAUTION: This option is for administrator use only. Unauthorized
modification of these parameters will disconnect your phone.
4 Scroll buttons (Up, Down, Left, Right, Center) — Perform the
following functions:
■
The Up and Down buttons allow you to scroll through the items in
the telephone Display Panel.
■
The Center button displays the Main menu in the Display Panel.
■
The Left and Right buttons are reserved for future use.
5 Message button — Press this button to access your messages through
the voice mail system; see the IP Messaging Module User Guide.
6 Hold button — Places a caller on hold. See Putting a Call on Hold.
7 Label area for Access buttons — The telephone LabelMaker, available
through the 3Com web site, enables you to define and print a new label
for your Access buttons. See Printing Labels.
8 Microphone (3101SP only) — Activated when the telephone is in
speaker phone mode, that is, after you press the
(speaker) button.
For best results, keep the area around the microphone free of
obstructions. To minimize the effects of background noise, the
microphone is directional; it performs best when you are directly in front
of the telephone.
9 Access buttons— Buttons that are assigned specific features (for
example, Transfer) or that control a line for incoming and outgoing calls.
See Access Buttons.
10 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.
Buttons and Controls
25
The VCX Model 3101SP Basic Telephone includes a microphone and
supports speaker phone operation. The VCX Model 3101 Basic Telephone
does not support speaker phone operation and it does not have a
button.
11 Telephone key pad
12 Volume down — Lowers the volume of the ringer, the speaker, or the
handset. See Controlling the Volume
13 Mute button — Enables you to prevent callers from hearing what you
are saying during a telephone call, although you can still hear them. Press
the
button to turn off the telephone’s mouthpiece when you are
using the handset or the microphone (3101SP only) when your telephone
is in speaker phone mode. To turn off the Mute feature, press the
button again. The indicator lamp is lit when the Mute feature is enabled.
See Muting Calls.
14 Volume up — Raises the volume of the ringer, the speaker, or the
handset.See Controlling the Volume
15 Speaker — Enables you to use the speaker phone feature. Press the
Speaker button before you dial the call, when your telephone is ringing,
or while a call is in progress. To turn the speaker phone off and resume
the conversation, pick up the handset.
16 Handset
26
CHAPTER 3: VCX BASIC TELEPHONES — MODELS 3101 AND 3101SP
Access Buttons
Figure 3 displays the Access buttons on the VCX Model 3101 and 3101SP
Basic Telephones. The functions assigned to these buttons cannot be
changed.
Figure 3 Access Buttons
6#830
6#8
Access buttons have the following settings:
1 The first button controls a line for incoming and outgoing calls (System
Appearance button; SA1).
2 The second button controls a line for incoming and outgoing calls
(System Appearance button; SA2).
3 Feature button — Allows you to access features that are not directly
assigned to an Access button on your telephone. For example, you can
use the Feature button to enable and disable Do Not Disturb. For more
information on feature codes, see Chapter 6.
4 Transfer button — Sends the currently active call to another telephone.
See Transferring a Call.
The telephone LabelMaker, available through the 3Com web site, enables
you to define and print a new label for your Access buttons. See Printing
Labels.
Status Lights for System Appearance Buttons
Status Lights for
System Appearance
Buttons
27
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 3.
Table 3 Status Indicator Lights for System Appearance Buttons
If the light is
The line is
Off
Available for use
Steady
In use
Blinking quickly
Ringing
Blinking slowly
On hold
28
CHAPTER 3: VCX BASIC TELEPHONES — MODELS 3101 AND 3101SP
4
VCX ATTENDANT CONSOLES —
MODEL 3105 AND
COMPLEMENT ATTENDANT
The VCX Attendant Console (Model 3105) and the VCX Complement
Attendant Software (CAS) application enable a receptionist to handle
high call volumes efficiently. Although receptionists are the primary users
of the Attendant Console and the CAS, the two can also be used by busy
sales representatives and others who receive a high volume of telephone
calls or who make frequent calls to the same telephone numbers.
This chapter includes the following topics:
■
VCX Attendant Console — A device that works along with VCX
telephones to increase call handling capability. In many offices, the
Attendant Console is used by a receptionist or switchboard operator,
who is referred to in this guide as “the receptionist.”
■
Complement Attendant Software (CAS) — A software application,
installed by an administrator, that allows a receptionist to answer and
route calls using a personal computer.
The Attendant Console and VCX Complement Attendant Software
application can be used at the same time. However:
■
When incoming calls appear on the Attendant Console, you must
handle them using the buttons of the console.
■
When calls appear on the CAS computer screen, you must handle
them using the mouse and the CAS software features.
30
CHAPTER 4: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT
VCX Attendant
Console
The VCX 3105 Attendant Console has 50 Access buttons and 4
preprogrammed Feature buttons. In effect, the Attendant Console is an
extension of the VCX Business Telephone or VCX Basic Telephone with
which it is associated.
Figure 4 illustrates the buttons and controls on the VCX 3105 Attendant
Console.
Access Buttons
The 50 Access buttons on an VCX 3105 Attendant Console can each
have two sets of assignments: 1 through 50, and 51 through 100. To
toggle between the two sets of assignments, press the Shift button.
Your administrator can assign features to each Access button. Possible
features include:
■
Status of internal telephone extensions (busy, available)
In the current release, when you assign a phone extension to an
Attendant Console button, the button assignment does not become
effective until either the Attendant Console is rebooted or the phone
registration interval elapses. The default registration interval is one hour
(3600 seconds).
Feature Buttons
■
Status of external telephone lines
■
Speed dials for user extensions:
The four Feature buttons are programmed for four of the five most
common features needed by a receptionist: Call Transfer, Call Hold,
Conference, Call Park, or Attendant Serial Call. The Shift button does not
affect the operation of the Feature buttons. Your administrator
configures the feature assigned to a particular Feature button using the
VCX User Interface, Central Management Console. The feature-to-button
mappings described in the list following Figure 4 are the defaults and
may not correspond to your configuration.
Your administrator also maps telephone extensions to Access buttons
using the VCX Administrator web interface.
Figure 4 and the text that follows it describe the features on the VCX
3105 Attendant Console.
VCX Attendant Console
31
Figure 4 VCX 3105 Attendant Console
5
6
7
1
2
3
4
8
1 Transfer button — Enables you to send a call to another telephone. See
Transferring a Call.
2 Hold button — Places a caller on hold. See Putting a Call on Hold.
3 Conference button — Allows you to set up a three-way conference call.
See Setting up a Conference Call.
4 Call Park button — Places a call in a “holding pattern” so that it can be
retrieved from any other telephone on the system. See Call Park.
Attendant Serial Call button — Enables you to send a call to another
telephone like Transfer, but the call rings back to you when the
destination hangs up. You can perform another transfer or other action.
Not mapped to a button by default, your administrator can map
Attendant Serial Call to any of the four buttons. See Serial Transfer.
5 Labels — You can print labels for your Attendant Console using the
LabelMaker utility, which is available through the 3Com web site. See
Printing Labels.
6 Label cover tabs — Allow you to unsnap the plastic cover to insert
labels.
32
CHAPTER 4: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT
7 Access buttons — If your administrator has mapped an extension to an
Access button, a light next to the button indicates whether the line is
available or in use, or whether an assigned feature is enabled. See
Attendant Console Status Lights.
Your administrator uses the VCX Administrator web interface to map
telephone extensions to Access buttons numbers. The interface numbers
each button. For example, the administrator may say that extension 4001
is assigned to button 1, extension 4002 is assigned to button 2, and so
on. On the Attendant Console, the buttons are numbered from top to
bottom, starting in the top left corner. (However, no number physically
appears next to a button.)
■
■
■
■
■
■
The first five buttons from the top in the left column correspond to
Access buttons 1 through 5. (The bottom four buttons are always
the Feature buttons.)
The second column of nine buttons correspond to Access buttons
6 through 14.
The third column of nine buttons correspond to Access buttons 15
through 23.
The fourth column of nine buttons correspond to Access buttons
24 through 32.
The fifth column of nine buttons correspond to Access buttons 33
through 41.
The sixth column of nine buttons correspond to Access buttons 42
through 50.
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.
Printing Labels
To create, print, and save labels for your Attendant Console (or any VCX
telephone):
1 Access the 3Com web site, http://www.3com.com.
2 Click Support & Downloads and select Downloads & Drivers from the
drop-down list box.
Your browser displays the Downloads page.
3 On the Downloads page, select the following options:
VCX Attendant Console
33
a In the Criteria-base Search section, in the Type of File list box, select
Documentation.
b In the Product Category list box, select Convergence/IP Telephony.
c In the Filename text box, enter labels.exe.
d In the Operating System list box, select All.
e Click Search.
4 When the search results page is displayed, locate the labels.exe file for
3Com VCX V7000 IP Telephony Solution, and download it to your
system. (Do not download any of the labels.exe files for the NBX
product.)
5 Locate labels.exe on your system and double-click the file icon to start the
LabelMaker program.
6 Find the page in the LabelMaker that has labels for your attendant
console.
7 Edit the label template by clicking any of the label text boxes to highlight
the existing text, and then typing new text.
8 Press Tab to move to the next text field in the label.
9 Click the Print button at the top of the LabelMaker screen to open the
Print dialog. Specify which page you want to print. Typically, the default is
to print all pages.
10 Click Print.
11 Cut out the labels and put them in the label holders of your attendant
console.
12 To save the edited LabelMaker, click the Save button at the top of the
LabelMaker screen. Or you can click File > Save As to save the
LabelMaker to a new location.
To reuse your saved LabelMaker, run the file that you saved to your
computer. If you download the LabelMaker from the 3Com web site, you
always get the default version. If you save the default version to the same
place you saved an earlier edited version, you overwrite the earlier
version.
Attendant Console
Status Lights
An Access button that is set up for incoming and outgoing calls is called a
System Appearance button. The light beside each System Appearance
button indicates its status. See Table 4.
34
CHAPTER 4: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT
Table 4 Status Indicator Lights for System Appearance Buttons
Complement
Attendant
Software
If the light is
The line is
Off
Available for use
Steady
In use
Blinking
Do Not Disturb is enabled
Blinking quickly
Dialing an emergency call
The Complement Attendant Software (CAS) application is an optional
VCX component, which requires a license. On your personal computer,
the Complement Attendant Software displays your telephone directory in
a series of tabs. Each tab sorts the directory by a different type of
information, for example, by last name, by department, or by extension.
Figure 5 shows the Complement Attendant Software main window.
Figure 5 Complement Attendant Software Main Window
Complement Attendant Software
35
The main window includes three areas:
■
The Call List appears on the top part of the window and displays
currently active calls. See Table 5.
■
The Command Buttons appear below the Call List and perform
operations on a selected call. See Table 6.
■
The Directory List appears on the bottom of the window and lists
phone extensions and users in the system directory. See Table 5.
The Call List and Command Buttons are separated from the Directory List
by a horizontal bar that allows you to resize the lists. This is very useful if
you want to display more of the Call List and less of the Directory List.
To resize the lists, move the mouse pointer over the horizontal bar. The
pointer changes to a double-ended arrow. Press the left mouse button
and drag the bar up or down the screen.
When you answer a call using the Complement Attendant Software, you
can select a user from the directory and transfer the call to that user.
Table 5 describes the main elements of the Call List and Directory List
areas.
Table 5 Elements of the Complement Attendant Software Screens
Field
Purpose
Call List
Displays Caller ID information (name and extension number),
the status of a call, and the duration of the call. The number of
calls displayed depends on the number of access lines that you
have specified in your general settings.
Find/Phone# Display Provides the extension number and name of the person
selected in the directory.
Clear Button
Cancels previous criteria.
36
CHAPTER 4: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT
Table 5 Elements of the Complement Attendant Software Screens (continued)
Field
Purpose
Main Directory tab
Displays all the entries in the Directory List.1
Extension Status — Sorts the data in the directory by extension
status.
Extension — Sorts the data in the directory by listing the
extension numbers in ascending order.
First Name — Sorts the list of users in alphabetical order by
first name.
Last Name — Sorts the list of users in alphabetical order by last
name.
Department — Sorts the directory by the user department.
Notes — Sorts the directory by note entries.
Hidden List tab
Hides entries in the VCX directory that you do not want to
appear on other tabs, such as conference room phones.
Quick List tab
Provides access to frequently used entries in the directory.
1 If your VCX system includes multiple sites (for example, regional and branch offices), each with
one or more VCX call processors, CAS can display a global directory of all the users in your
organization. Note that this option must be configured by your administrator. By default, CAS
displays the local user directory.
The Complement Attendant Software provides a Line Monitoring feature
similar to the Busy Lamp Field (BLF) feature available on the VCX
Attendant Console. Line Monitoring allows you to monitor the busy
status of other phones. This feature is very useful for determining if
someone is on the phone prior to transferring a call to that person.
Table 6 describes Command Buttons, and the keyboard shortcuts to
functions on the Action menu. Note that Figure 5 does not show all the
possible buttons because there are no active calls.
Table 6 Complement Attendant Software Buttons and Keyboard Shortcuts
Button
Purpose
Keyboard
Shortcut
Answer/Release
Answers an incoming call.
Alt+A
Terminates a call.
Alt+R
Places a caller on hold.
Alt+H
Removes a caller from being on hold and returns
to the call.
Alt+N
Hold/Unhold
Complement Attendant Software
37
Table 6 Complement Attendant Software Buttons and Keyboard Shortcuts
Keyboard
Shortcut
Button
Purpose
Park
Places a call in a “holding pattern” so that it can
be retrieved from another telephone on the
system.
Alt+K
Unpark
Releases a caller from a “holding pattern.”
Alt+U
Transfer
Forwards a call to another telephone.
Alt+T
Completes the transfer of a call.
Alt+M
Enables three subscribers to participate in a single
call.
Alt+C
Conference
Alt+P
Completes the conference call.
Cancel
Dial
Cancels a transfer.
Alt+S
Cancels a conference call.
Alt+E
Dials a selected number to place an outgoing call.
Alt+D
For complete information on the Complement Attendant Software, see
the online Help system in the software.
38
CHAPTER 4: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT
5
BASIC TELEPHONE OPERATION
This chapter describes how to use the basic telephone functions available
on all VCX telephone models and includes the following topics:
■
Logging In to Your Telephone
■
Answering a Call
■
Making Calls
■
Terminating Calls
■
Using the Telephone Display Panel
■
Controlling the Volume
■
Putting a Call on Hold
■
Transferring a Call
■
Muting Calls
■
Mute Ringer
■
Activating Do Not Disturb
40
CHAPTER 5: BASIC TELEPHONE OPERATION
Logging In to Your
Telephone
Your administrator assigns an extension (telephone number) and initial
password to your phone.
If you hear a dialtone and the Display Panel on your phone shows the
date, time, and a telephone extension, you are logged in and can make
calls:
Extension: 1001 Feb 17 08:12:00
Note that your administrator initially determines the format for the date
and time display. You can change this format (and time zone location of
your phone) through the VCX User Interface. See VCX User Interface
Overview and the VCX User Interface online Help.
If you do not hear a dialtone and the Display Panel on your phone shows
the following information, you are not logged in and cannot make calls:
Use Program btn to login
Logged out from PBX
To log in to your phone:
1 Press Program + 5 + 6.
For phones without a Program button, press Feature + 410 + 5 + 6.
The Display Panel shows:
Enter Password:
2 Enter your password and press #.
If the password you entered is associated with the phone extension, you
are logged in.
If the Display Panel alternately shows the following information, the
password you entered is not associated with the phone extension or the
extension has not yet been assigned to the phone:
Invalid number/password:
Then:
Unable to contact PBX
Logged out from PBX
Logging In to Your Telephone
41
In this case, use the following steps to log in to your phone:
1 Press Program + 5 + 4.
For phones without a Program button, press Feature + 410 + 5 + 4.
The Display Panel shows:
Local Phone Number:
2 Enter your extension and press #.
If the Display Panel shows a previously assigned number that you want to
replace, press the middle soft button under the Display Panel to move the
cursor back one space. Repeat as necessary and then enter your
extension and press #.
The Display Panel shows:
Enter Password:
3 Enter your password and press #.
Alternatively to set a password locally, you can use the Password Stored
Locally feature code (434), then enter the password. You can use this
method in place of step 1 above. See Chapter 6 for information on
feature codes.
Changing Your
Password
You can change your password through the VCX User Interface (see
Chapter 8). This changes your password on the VCX call processor.
However, your password is also stored locally on your telephone.
Changing your password through the VCX User Interface does not
change the password stored on the phone. You must use the Telephone
User Interface (TUI) and change the local password to match the
password stored on the call processor by following these steps:
1 Press Program + 5 + 5.
For phones without a Program button, press Feature 410 + 5 + 5.
The Display Panel shows:
Enter Password:
2 Enter your new password and press #.
The VCX call processor periodically communicates with each VCX
telephone. If you change your password through the VCX User Interface
but do not change it through the TUI, the VCX call processor detects a
password mismatch and logs you out. If this happens, follow steps 1 and
2 to log in.
42
CHAPTER 5: BASIC TELEPHONE OPERATION
Answering a Call
To answer an incoming call, lift the handset.
Alternatively, if you are using a 3Com® 3101SP Basic Telephone, you can
press the speaker button.
If your phone includes multiple access lines, press the Access button for
the line on which the new call is arriving (the light next to the button will
be flashing).
Unanswered calls are sent to either your call coverage point which, by
default, is your voice mailbox or your configured call forwarding
destination. See Configuring a Call Coverage Point or Call
Forwarding.Answering a Second Call
On 3Com 3101 and 3101SP Basic Telephones, when a new call arrives
while you are on a call:
1 Press the hold button to put the current call on hold.
2 Press the Access button for the line whose status light is blinking,
indicating a new call.
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.
For the 2101 Model Telephone:
1 Press the Call Toggle button to put the current call on hold and to access
the second call.
2 To return to the original call, press the Call Toggle button again.
3 To toggle between the two calls, press the Call Toggle button again.
Making Calls
This section describes standard dialing features.
The VCX administrator can configure calling restrictions for some, one, or
all the phones at a site. These restrictions may limit the outbound calls
(external or to another company site) a phone can make. Ask your
administrator if any calling restrictions have been implemented on your
phone system.
Making Calls
Making Internal Calls
43
To dial an internal call:
1 Pick up the handset. On 3101SP Basic Telephones, you can press the
button. You hear the dial tone.
2 Dial the extension. Alternatively, you can use the Display Panel to find and
dial the name of the person whom you want to call in the user directory,
call logs, or a speed dial list.
3 When you complete the call, hang up the handset. If you pressed the
button, press it again to end the call.
Redialing a Call
Making External Calls
To redial a number on a 3Com Basic Telephone:
■
Pick up the handset and then press Feature + 401 to dial the most
recent number that you dialed.
■
Use the Call Logs on the display panel to redial a recently missed,
answered, or dialed call.
To dial an external call:
1 Pick up the handset. On 3101SP Basic Telephones, you can press the
button. You hear the dial tone. If necessary, dial the number required to
access an external line (for example, 9). If one of the Access buttons is
configured to access an external line directly, you can press that button.
2 Dial the number. Or use the display panel on a 3Com Telephone to scroll
to Placed Calls, Received Calls, or Missed Calls, or a personal or
system-wide speed dial number.
3 When you finish speaking, hang up the handset. If you pressed the
button, press it again to end the call.
Making a Call to a
Remote Office
You can dial calls between sites in your organization that are separated
geographically but that are linked by a Wide Area Network (WAN)
connection. Each site must have an VCX system. Typical configurations
are described in the next sections.
Using Unique Extensions
In some companies with geographically separated offices, everyone in the
entire organization has a unique telephone extension. Whenever you
make a call to an extension that is not located at your own site, your VCX
system sets up a connection to the VCX system at the other extension’s
site.
44
CHAPTER 5: BASIC TELEPHONE OPERATION
For example, suppose a company has three offices:
■
Phones at the Chicago office use an extension range from 1000
through 1999.
■
Phones at the Atlanta office use an extension range from 2000
through 2999.
■
Phones at the Dallas office use an extension range from 3000 through
3999.
In this example, to call a user in Dallas, a user in Chicago dials a Dallas
extension (3000 through 3999). The dial plan on the Chicago VCX system
sets up the necessary connection to the Dallas VCX system and then to
the extension at that site.
Using Site Codes
In some companies with geographically separated offices, phone
extensions may not be unique. If some users have overlapping telephone
extensions, your administrator can configure your telephone system to
require site codes that you must use to dial people at remote offices. Your
administrator chooses the site codes for your system. In this case, you dial
a site code first, followed by the extension at the site.
For example, suppose a company has three offices:
■
Phones at the Chicago office use an extension range from 1000
through 3999. The site code for Chicago is 61.
■
Phones at the Atlanta office use an extension range from 1000
through 3999. The site code for Atlanta is 62.
■
Phones at the Dallas office use an extension range from 1000 through
3999. The site code for Dallas is 63.
In this example, to call someone in Atlanta, a user in Chicago dials the
site code 62 and then the appropriate extension (1000 through 3999). To
reach a user in Dallas, a user in Chicago dials 63 and then the appropriate
extension (1000 through 3999). The site code prevents conflicts between
the remote extension number and a duplicated extension number at the
local site (Chicago).
Class of Service
Override
The Class of Service Override feature allows you to apply the capabilities
of your own VCX telephone temporarily to another VCX telephone on
the same local network.
Terminating Calls
45
For example, the telephone in a conference room may be configured to
prevent long-distance telephone calls. You may, however, need to place a
long-distance call during a meeting. If the permissions included with the
Class of Service on your phone allow long-distance calling, you can use
the Class of Service Override feature to apply your phone features to the
conference room phone for one call only.
To activate the one-call-only Class of Service Override from any VCX
telephone:
1 Pick up the handset.
2 Press Feature + 433. The Display Panel prompts you for the required
input.
3 Enter your telephone extension.
4 Enter your password and press #.
5 Enter the destination number as you would from your own VCX
telephone.
When you use Class of Service (CoS) Override, any reports that are
generated on the VCX system indicate that the CoS features of your own
VCX telephone were applied temporarily to the telephone on which you
made the call.
Terminating Calls
You can terminate a call (hang up) by replacing the handset. Alternatively,
depending on your phone model, you can press the Release button, or if
the call is on Speaker, turn the Speaker off by pressing the Speaker
button.
Using the
Telephone Display
Panel
The Display Panel shows the current date and time, and your extension
number. It can also show features that you have enabled. For example, if
you enable the feature that forwards all incoming calls to your voice
mailbox, the Display Panel shows Fwd Voice Mail.
The Display Panel can also list telephone status messages, Caller ID
information (if enabled), and the number of new messages (voice, e-mail,
and fax) that you have in your mailbox.
If the Display Panel contains more than two lines of information, use the
up and down scroll buttons to navigate through the display.
46
CHAPTER 5: BASIC TELEPHONE OPERATION
The list of new messages in the Display Panel depends on the status of
each message. A new message can be:
■
Unreviewed — An unreviewed message has never been listened to
or acted upon (saved or deleted).
■
Reviewed — A reviewed message has been listened to but has not
been acted upon (saved or deleted). A message may reach this state if
you listen to the message and then hang up.
The Display Panel shows the number of messages in your mailbox (and
the MWI is lit) only if you have at least one unreviewed message. If you
review the last new message and do not act on it, the Display Panel
shows the date and extension, and MWI is off. If your mailbox then
receives a new message, the Display Panel shows the following (and MWI
is lit): 2 Msgs 1 New. The 2 Msgs include the just received new,
unreviewed message and the other message which is new but reviewed.
The 1 New indicates the just received new, unreviewed message.
The Display Panel also shows the number of missed calls. Missed calls
include unreviewed messages in your mailbox and any other calls that
you did not answer. For example, you can configure your default call
coverage point to be no coverage. In this case, if you do not answer a
call, when the call terminates the caller hears a busy tone and the call is
not forwarded or sent to your mailbox. The Display Panel on your phone
shows Missed 1. If you press the first button below the Display Panel,
you can scroll through the list of missed calls and to show you the calling
party extension. Press the first button again to automatically dial the
listed extension.
You can also use the Display Panel to view or enable the following
features:
■
Call History — Displays logs of your recent missed, answered, and
dialed calls. See Viewing the Call History.
■
User Directory — Displays a directory of the people in your
organization. See Viewing the User Directory.
■
Speed Dial — Displays configured speed dial numbers. See Speed
Dialing.
■
Call Features — Displays the list of telephone features (note that
some features may be disabled by your administrator).
Controlling the Volume
■
■
■
■
■
■
■
■
■
■
47
Silent Monitor — When enabled by your administrator, allows
you to monitor another user’s phone calls. See Silent Monitor and
Barge In.
FWD Universal — Allows you redirect incoming calls to another
destination unconditionally. See Call Forwarding.
FWD Busy — Allows you redirect incoming calls to another
destination when your phone is busy. See Call Forwarding.
FWD Ring No Answer — Allows you redirect incoming calls to
another destination when your phone rings but is not answered.
See Call Forwarding.
Remote Forward Universal — Allows you to configure the
forwarding options of another phone from your phone. See
Remote Call Forward.
Call Park — Allows you to place a call in a holding pattern and
make the call available for other phones. See Call Park.
Direct Pickup — Allows you to answer a call ringing on another
phone. See Call Pickup.
Hunt Group — When enabled by your administrator, allows you
to log in to, and out of, a Hunt Group. See Hunt Groups.
Transfer to VMail — Allows you to transfer a call to another
user’s voice mailbox. See Transferring a Call to Another User’s Voice
Mail.
Advanced Settings — Configures network parameters, sets your
phone password and changes your login status.
CAUTION: Network parameter options are for administrator use only.
Unauthorized changes to network parameters will disconnect your
phone.
Controlling the
Volume
Use the Volume Control buttons to raise or lower the volume of the
ringer, handset, or speaker.
Adjusting the volume control of one device DOES NOT affect the volume
control of the other devices. For example, lowering the volume of the
speaker has no effect on the handset volume. Changes you make to any
device remain in effect if you reset the phone to its default settings.
48
CHAPTER 5: BASIC TELEPHONE OPERATION
■
Ringer Volume — To raise or lower the volume of the ring, press the
up or down Volume Control button repeatedly while your telephone
is ringing, until the volume is at the level that you prefer.
■
Handset Volume — To raise or lower the volume of the dial tone and
the voice level of your callers, lift the handset then press the up or
down Volume Control buttons repeatedly until the volume is at the
level you prefer. You can change the volume during a conversation or
by listening to the dial tone.
■
Speaker Volume — To raise or lower the volume of the speaker,
press the Speaker button and then press the up or down Volume
Control button repeatedly until the volume is at the level you prefer.
You can change the volume during a conversation or by pressing
Speaker and listening to the dial tone.
When you press a Volume Control button, the Display Panel shows the
volume setting as a series of dark vertical bars. Repeatedly pressing a
Volume Control button raises the volume (increases the number of
displayed bars) or lowers the volume (decreases the number of displayed
bars.
You can also use Feature Codes to adjust the volume. Pressing
Feature + 102 raises the volume (increases the number of displayed bars
by one). Pressing Feature + 103 lowers the volume (decreases the
number of displayed bars by one).
For Model 2101 (Basic Phone), you must activate the speaker by pressing
Feature + 104 and then adjust the speaker volume.
Putting a Call
on Hold
To put a call on hold:
On Model 3101 and 3101SP Basic Telephones:
1 Press the Hold button.
2 To return to the call, press the appropriate Access button.
On a Model 2101Basic Telephone:
1 Press the Hold button.
2 To return to the call, press the Call Toggle button.
Transferring a Call
49
Music on Hold
If configured by the administrator, callers on hold hear music while they
wait.
Dialing a New Call
While on a Call
You can put a call on hold, dial a new call, and toggle between the two
calls:
On Model 3101and 3101SP Basic Telephones:
1 Press the Hold button.
2 Press one of the Access buttons not currently being used.
3 When you hear dial tone, dial the second call.
On a Model 2101 Basic Telephone:
1 Press the Hold button.
2 To obtain dial tone to make the second call:
■
If you did not hang up the handset, press and release the hook switch.
■
If you did hang up the handset, pick it up again.
3 When you hear dial tone, dial the second call.
Answering a New
Call While on a Call
You can put your current call on hold, answer a second call, and then
toggle between the two calls:
1 When a new call arrives, press the Hold button to put the current call on
hold.
2 Press the Access button for the incoming call (its light will be flashing).
On the Model 2101 phone, which has no Access button, press Toggle.
3 To toggle between the two calls, put the current call on hold and then
press the Access (or Toggle) button for the call you want to resume.
Transferring a Call
When you are on a call, the Transfer feature allows you to send the call
from your telephone to any other internal line. For unattended or
attended transfers, if your call permissions allow, you can send the call to
an external line.
You can also transfer a call to another subscriber’s voice mail. See
Transferring a Call to Another User’s Voice Mail.
50
CHAPTER 5: BASIC TELEPHONE OPERATION
Unattended Transfer
In an unattended transfer, you transfer the call without notifying the
recipient. You can either use the Transfer button or the transfer feature
code:
1 While on a call, press Transfer. The call is placed on hold, you hear a dial
tone, and the system prompts you enter a destination number.
2 Dial the number to which you want to transfer the call.
3 Hang up.
The call is disconnected as soon as the transfer starts, which frees up your
line. If the transfer cannot be completed:
■
■
Attended Transfer
The call is forwarded to the called party’s call coverage point (by
default, voice mail; see Configuring a Call Coverage Point).
If the called party’s default call coverage point is No Coverage, the
call is returned to (rings back at) your extension. If you are
unavailable, the call is forwarded to your call coverage point.
In an attended transfer, you announce the call to the recipient. You can
either use the Transfer button or the transfer feature code.
To announce a transfer:
1 While on a call, press Transfer. The call is placed on hold, you hear a dial
tone, and the system prompts you enter a destination number.
2 Dial the extension number to which you want to transfer the call.
The VCX call processor dials the call.
3 When the recipient answers, announce the call. Note that, at this point
you cannot return to the original caller.
Serial Transfer
■
If the recipient wants to take the call, press Transfer. Hang up.
■
If the recipient does not want to take the call, hang up the second call
and go back to the first call by pressing the Access button on which
the call originated. On the Model 2101 phone, which has no Access
button, press Toggle to return to the first call.
A serial transfer is like an unattended transfer except that when the
destination hangs up at the end of the call, the caller rings back to you as
the attendant who made the transfer. With your help, the caller can
make a single call to the organization and make a series of internal
connections with a series of transfers. You can either use a mapped
button on the Attendant Console or the serial transfer feature code:
Muting Calls
51
Mapped Button Method
1 Press the mapped Attendant Serial Calling button on the Attendant
Console.
2 Press the button mapped to the called party’s extension on the Attendant
Console.
3 Press the mapped Attendant Serial Calling button again on the Attendant
Console to complete the call.
Serial Transfer Feature Code Method
1 While on a call, press Feature + 471. The call is placed on hold, you hear
a dial tone, and the system prompts you to enter a destination number.
2 Dial the number to which you want to transfer the call, and then press #
to complete the call.
3 Hang up.
When the destination phone hangs up, the caller returns to you.
Serial transfers:
Muting Calls
■
Apply to a single transfer. Repeat for subsequent transfers even for the
same caller.
■
Can be mapped to a button on an Attendant Console.
■
That cannot be completed return directly to the attendant.
■
If the calling party reaches the called party’s voice mailbox, the calling
party can press 99 to return to the attendant.
You can prevent callers from hearing you by turning off the telephone’s
microphone when you are using the handset or headset, or when your
telephone is in speaker phone mode.
To mute your phone:
1 While you are on a call, press Mute or press Feature + 101. The light
next to the Mute button comes on. Callers cannot hear you.
2 To turn this feature off, press Mute or Feature + 101 again.
Mute Ringer
You can prevent the phone’s ringer from ringing by enabling this feature.
By default, the phone’s ringer is enabled (feature disabled). You can
52
CHAPTER 5: BASIC TELEPHONE OPERATION
enable or disable the phone’s ringer at any time while either on the
phone or on-hook, but the change takes effect on the next incoming call.
All non-ringer tones are unaffected. All ring tones, such as, internal
domain, external domain, and anonymous tones are affected for all
primary, bridge, and hunt-group calls. A user with a phone on hands-free
hears the hands-free tone. A user that receieves a page hears the page
tone.
If the VCX system or the phone reboots or is upgraded with new
software, the ringer resets to the default ringer enabled (feature disabled)
mode.
To mute the phone ringer:
1 Press Feature + 489. The LCD displays:
Ringer is now muted.
2 To clear the display, lift the handset. The next time you receive an
incoming call, the ringer is muted.
3 To turn this feature off, press Feature + 489 again. The LCD displays:
Ringer is now enabled.
4 To clear the display, lift the handset.
Activating Do Not
Disturb
When you enable Do Not Disturb, incoming calls immediately go to the
call coverage point set by you or your administrator. The default call
coverage point is your voice mailbox. The call coverage point is set
through the VCX User Interface (see Chapter 8).
When your telephone is in Do Not Disturb mode:
■
An incoming call does not cause your phone to ring. If you are logged
in to multiple phones using the same phone number and one of the
phones enables Do Not Disturb, the feature applies to all phones—an
incoming call will not ring on any of the phones.
■
You can use the phone to dial outgoing calls.
■
If you enable Do Not Disturb while one or more calls are ringing, the
pending calls are sent to your call coverage point and Do Not Disturb
is enabled for all subsequent calls.
■
If you are a Hunt Group member and you enable Do Not Disturb,
personal (non-Hunt Group) calls go to your call coverage point.
Activating Do Not Disturb
53
However, Hunt Group calls always ring on a member’s phone,
regardless of the Do Not Disturb setting.
To activate Do Not Disturb:
1 Press the Do Not Disturb Access button on the phone. The red light is lit
next to the Do Not Disturb button (Model 3102 only).
If your phone does not have a Do Not Disturb button, press Feature +
446.
Your telephone is now in Do Not Disturb mode. The display panel shows
DND.
2 To disable Do Not Disturb mode, repeat step 1. The DND message
disappears from the display panel.
54
CHAPTER 5: BASIC TELEPHONE OPERATION
6
FEATURE CODES
This chapter describes how to use VCX feature codes on a VCX telephone
to enhance the operation of your phone. A feature code is a sequence of
numbers you enter on the telephone keypad to enable a feature that is
not mapped to a button.
This chapter includes the following topics:
■
Feature Code Overview
■
Using Feature Codes
■
Feature Codes
56
CHAPTER 6: FEATURE CODES
Feature Code
Overview
Some common telephone features are mapped to buttons (Hold, for
example). However, the number of buttons varies on each model of VCX
phone. Furthermore, the number of VCX features exceeds the number of
buttons available on any phone. Feature codes allow the VCX telephone
feature set to be available to all VCX phones, regardless of the number of
buttons on the phone.
Each feature is assigned a unique three-digit feature code. You can
invoke a feature by entering the numeric code assigned to a particular
feature. For example, you can use a feature code to enable call
forwarding and specify a destination number.
For all VCX Basic and Business phones, you can enter any feature code by
pressing the Feature button. This action generates a Feature: prompt in
the telephone Display Panel. The next step is to enter the appropriate
feature code. If additional information is required, the Display Panel
prompts you.
However, you can invoke some feature codes without pressing the
Feature button by entering special feature code syntax with the
telephone keypad. See Using Feature Codes for information on both
feature code entry methods.
The location of the Feature button depends on your telephone. See the
appropriate chapter in this guide for the location of buttons and controls
for your phone.
Using Feature
Codes
You can invoke a feature by pressing the Feature button and using the
telephone keypad to enter the feature code along with any additional
information (for example, an extension). For example, you can show a list
of local or global users in the Display Panel by pressing the Feature
button followed by the User Directory feature code (461). In this guide,
this method is noted by the following syntax:
Feature + 461
Some feature codes allow you enter the code number without using the
Feature button. For these feature codes, you prepend the code number
with an asterisk (*). For example, you can enable Do Not Disturb using
either of the following methods:
Feature Codes
57
Feature + 446
or
*446
Then, either press Ok or press Feature + 120 to complete the command.
Some features require additional information. For example, if you want to
enable call forwarding when your phone is busy, you must designate the
extension to which you want your calls forwarded. The feature code for
Call Forward Busy is 467. To enable this feature, you can use the Feature
button or enter a single command (in the following examples, the
destination extension is 1001):
■
Use the Feature button:
Press Feature + 467.
The Display Panel displays the prompt FWD Busy Number.
Enter the extension to which you want your calls forwarded, in this
case, 1001.
Press OK or #.
■
Enter the feature code and extension with a single command:
*467*1001
You must prepend the feature code with an asterisk (*) and
separate the feature code and extension with another asterisk.
Each element in a feature code command must be prepended with
an asterisk.
Some features occur within the bounds of an existing call, for example,
forwarding a call to the voice mail of another subscriber. In these cases,
the feature requires using the Transfer button. After pressing Transfer,
you enter the transfer destination in the format
*feature_code*<destination>.
Feature Codes
Table 7 lists the features that you can control with feature codes. Features
are listed alphabetically and include the required feature code syntax and,
in most cases, a reference for more information. In the syntax, the
notatio-n <parameter> represents a variable that you must supply, for
example, a telephone extension.
58
CHAPTER 6: FEATURE CODES
Table 7 VCX Feature Codes Alphabetical by Feature or Task
Feature
Feature Code Entry
Description
Anonymous Now
(Enable/Disable)
Feature + 889
See Controlling Caller ID.
Or
*889
Anonymous Next
(Enable/Disable)
Feature + 890, then <destination>
See Controlling Caller ID.
Or
*890*<destination>
Barge In
Feature + 428
Used with Silent Monitor. See Silent
Monitor and Barge In.
Beep — Send
Feature + 331
Sends a page (a beep) between phones.
The sending phone displays the target
extension. The target extension displays
the sending extension.
Call Forward Busy
Feature + 467, then <destination>
See Call Forward Busy Line.
Or
*467*<destination>
Call Forward Ring No Answer Feature + 466, then <destination>
See Call Forward Ring No Answer.
Or
*466*<destination>
Call Forward Universal
Feature + 465, then <destination>
See Call Forward Universal.
Or
*465*<destination>
Call History
Feature + 462
See Viewing the Call History.
Call Park a Call
Feature + 444, then <call park
extension> (or accept the default)
See Call Park.
Call Pickup — Directed
Feature + 455, then <security code>,
then <destination>
See Directed Call Pickup
Or
*455*<security code>*<destination>
Call Pickup — Group
Feature + 456, then <security code>
See Group Call Pickup
Or
*456*<security code>
Camp On
Feature + 469, then <destination>
Completes call when busy destination
extension becomes available. See
Camping on a Busy Extension.
Feature Codes
59
Table 7 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
Class of Service (COS)
Override
Feature + 433, then <your extension>,
then <your mailbox password>+ #, then
<outside party number>
See Class of Service Override.
Conference Call
Feature + 430, then <destination>, then See Setting up a Conference Call.
Feature + 430
Display Software Version
Feature + 837
Displays the current version of VCX
software running on the phone.
Do Not Disturb
(Enable/Disable)
Feature + 446
See Activating Do Not Disturb.
Or
*446
Hold
Feature + 402
See Putting a Call on Hold.
Hunt Group or Calling Group
Login/Logout
Feature + 971, then <hunt group
number>
See Hunt Groups.
Or
*971*<hunt group number>
Hunt Group Status
Feature + 972
See Hunt Groups.
Login/Logout (phone)
Feature + 128
Mute
Feature + 101
See Muting Calls.
Mute Ringer
Feature + 489
See Mute Ringer.
OK
Feature + 120
Displays OK in the Display Panel. Used to
make a call without waiting for the call
completion time-out value to expire.
Password Stored Locally
Feature + 434, then <current password> Stores the password you use to log in to
your telephone on the phone (locally). If
you use the VCX User Interface to
change your password, use this feature
code to set the password stored on the
phone, thus synchronizing the
passwords. See Changing Your
Password and the VCX User Interface
online help for more information.
Program
Feature + 410
Displays the Program menu in the
Display Panel.
Redial
Feature + 401
See Making a Call to a Remote Office.
Release
Feature + 111
Cancels the current operation.
60
CHAPTER 6: FEATURE CODES
Table 7 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
Remote Call Forward
Feature + 468, then <extension to
forward> + #, then <destination> + #
See Remote Call Forward.
Or
*468*<extension to forward>
*<destination>
Retrieve Voice Mail
Feature + 600
Or
*600
The first entry simulates pressing the
MSG button.
The second entry allows you to leave a
message in another mailbox or access
your own mailbox. Follow the prompts.
Scroll Down Button
Feature + 109
Simulates pressing the scroll Down
button to navigate through items in the
Display Panel.
Scroll Up Button
Feature + 108
Simulates pressing the scroll Up button
to navigate through items in the Display
Panel.
Serial Transfer
Feature + 471
Transferred call returns to attendant at
the end of the call. See Serial Transfer.
Silent Monitor
Feature + 425
See Silent Monitor and Barge In.
Silent Monitor Block
Feature + 429
Allows an agent to make a private call by
blocking an attempt to monitor the
agent phone. See Silent Monitor and
Barge In.
Soft Button 1
Feature + 105
Simulates pressing the Slct (Select)
button to select an item in the Display
Panel.
Soft Button 2
Feature + 106
Simulates pressing the Back button.
Action depends on contents of the
Display Panel. Either moves the cursor
left one position or sorts listed items.
Soft Button 3
Feature + 107
Simulates pressing the Exit button to
exit the current function in the Display
Panel.
Speaker — On/Off
Feature + 104
Speak and listen without picking up the
handset. Not available on Model 2101 or
Model 3101 Telephones.
Speed Dial — Display
Feature + 464
Lists the configured speed dial numbers
in the Display Panel.
Feature Codes
61
Table 7 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
Speed Dial — Personal
Feature + 601 + n
Allows you to dial a personal speed dial
number. To configure personal speed
dialing, see Speed Dialing.
Or
*601*n,
where n is the speed dial digit (1 through
9) associated with the number you want
to dial.
Speed Dial — System
Feature + 700 + speed dial number
Or
Allows you to dial a system speed dial
number. To configure personal speed
dialing, see Speed Dialing.
*700*n#, where n is the speed dial
number associated with the number you
want to dial.
Transfer
Feature + 420, then <destination> +
hang up
This is an unattended transfer. For an
attended transfer, see Transferring a
Call.
Transfer to Voice Mail
(Enable/Disable)
Feature + 440
When enabled, transfers all calls to the
voice mail. See Forwarding Calls to Voice
Mail.
Or
*440
Transfer to Another User’s
Voice Mail
Feature + 441, then <destination>
Or
See Transferring a Call to Another User’s
Voice Mail.
Transfer, then*441*<destination>, then
Transfer
User Directory
Feature + 461
Lists the users in the local user directory
or, if enabled, the users in the global
user directory. See Viewing the User
Directory.
View Personal Speed Dials
Feature + 463
Displays the personal speed dial
numbers
View System Speed Dials
Feature + 464
Displays the system speed dial numbers
62
CHAPTER 6: FEATURE CODES
Table 7 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
Volume — Up or Down
Feature + 102 to raise the volume
or
Feature + 103 to lower the volume
Adjusts the volume setting for the
current mode:
■
■
■
If the handset is in the cradle and the
speaker is disabled, adjusts the ring
volume setting.
If the speaker is enabled, adjusts the
speaker volume setting.
If the handset is not in the cradle and
the speaker is disabled, adjusts the
handset volume setting.
See Controlling the Volume.
7
STANDARD FEATURES
This chapter describes the standard VCX telephone features that you can
set up and access through the Telephone User Interface (TUI) on your
telephone.
Chapter 8 describes the telephone features that require configuration
through the VCX User Interface.
This chapter contains the following topics:
■
Viewing the Call History
■
Viewing the User Directory
■
Controlling Caller ID
■
Setting up a Conference Call
■
Camping on a Busy Extension
■
Transferring Your Phone Settings to Another Phone
■
Forwarding Calls to Voice Mail
■
Transferring a Call to Another User’s Voice Mail
■
Call Waiting
■
Speed Dialing
■
Call Forwarding
■
Call Park
■
Paging
■
Call Pickup
■
Silent Monitor and Barge In
■
Remote Call Forward
■
Hunt Groups
64
CHAPTER 7: STANDARD FEATURES
Viewing the Call
History
You can use the Call History feature to display your call logs. These are
the logs of the 10 most recent calls to and from your telephone. From the
call logs you can select calls and the phone automatically dials them.
To access and use the Call History:
1 For a Basic phone, use one of the following Call History access options:
a If you have a Basic Telephone Model 3101, press the Center scroll
button to display the Main menu, then select Call History. Optionally,
you can use one of the feature codes described in step b.
b If you have a Basic Telephone Model 2101, press Feature + 462.
Optionally, you can press Feature + 410 and select Call History from
the Main menu.
The Call History menu appears in the Display Panel.
2 Select one of the follow options:
a For placed calls, press 1.
b For received calls, press 2.
c For missed calls, press 3.
d For unviewed missed calls, press 4.
e To clear the all call logs, press 5.
Use the Scroll buttons to navigate through the list. The Display Panel
always starts with the oldest call in the category you select. That is, the
oldest call appears first and the most recent call appears last.
The Display Panel scrolls through the calls one at a time. After the last
call, this message appears in the Display Panel for placed and received
calls:
No more call history
This message appears for missed calls:
No more missed calls
The three Soft buttons below the Display Panel have the following
functions when viewing the Call History:
■
To select a call from the list and dial the call automatically, press the
Slct button.
■
To return to the previous menu, press the Back button.
Viewing the User Directory
■
Viewing the User
Directory
65
To exit the Call History display, press the Exit button.
You can view a list of users in your organization and their extensions in
the Display Panel. When you select a displayed user, your VCX phone
automatically dials the extension.
The Users Directory can be local or global.
■
Local users are typically located in the same office and share the same
call processor.
■
If your VCX system includes multiple sites (for example, regional and
branch offices), each with one or more VCX call processors, you can
display a global directory of all the users in your organization. Note
that this option must be configured by your administrator. By default,
you can view the local user directory.
The global directory is also available through the VCX User Interface
(see Chapter 8).
To view the User Directory, use one of the following access options:
■
If you have a Basic Telephone Model 3101, press the Center scroll
button to display the Main menu, then select User Directory.
■
If you have a Basic Telephone Model 2101, press Feature + 461 and
select User Directory from the Main menu.
■
Press Feature + 461 and select User Directory from the Main menu.
The Display Panel lists two options for the User Directory:
■
Press 1 to display the Local Directory.
■
Press 2 to display the Global Directory. If the Global Directory in not
enabled on your system, the Display Panel shows No listing found.
The Display Panel shows the first user in the directory. Use the Scroll
buttons to locate a particular user. The three Soft buttons below the
Display Panel have the following functions when viewing the User
Directory:
■
Use the Slct button to select a user and dial that user’s extension.
■
Use the Back button to display sort order options.
■
Press the Slct button to sort by first name.
■
Press the Back button to sort by last name.
66
CHAPTER 7: STANDARD FEATURES
■
■
Controlling Caller
ID
Press the Exit button to sort by extension.
Use the Exit button to return to the default Display Panel.
This section describes how to enable and use Caller ID privacy features.
By default, the VCX system shows your Caller ID (your name and
extension) on the Display Panel of the telephone receiving your call if that
telephone supports Caller ID. You can control whether the VCX system
sends your Caller ID when you make a call. You can choose one of the
following settings:
■
■
Select one of the following settings for all your calls:
■
Send Caller ID information (Anonymous Now is disabled).
■
Block Caller ID information (Anonymous Now is enabled).
Block Caller ID information for your next call. This setting only applies
when the setting for all calls is set to Send Caller ID information. You
must enter the destination number to call.You can control these
settings by entering the appropriate feature code.
Anonymous Now — When enabled, the system blocks your Caller ID to
all dialed numbers and Anonymous displays on the destination phone.
Anonymous Next — When enabled, the system restricts Called ID
information from displaying only on the next call that you make. This
setting only applies when Anonymous Now is disabled, or the setting for
all calls is set to Send Caller ID information.
If you disable Caller ID, the system sends your Caller ID to all dialed
numbers.
To toggle the current default setting, press Feature + 889. If Caller ID is
enabled, entering this command disables it for all subsequent calls. If
Caller ID is disabled, entering this command enables it for all subsequent
calls.
If transmission of Caller ID information is enabled and you want to block
your Caller ID for the next call only:
1 Pick up the handset.
2 Press Feature + 890.
Setting up a Conference Call
67
3 Dial the number. Your ID is not delivered to the caller.
Setting up a
Conference Call
The conference feature enables you to have three people on one call
(4-way calling).
The following sections describe how to set up an unannounced
conference call and an announced conference call. In either type of
conference call, if one of the participants hangs up, the other two
participants remain connected.
Unannounced
Conference
In an unannounced conference, you conference in the person without
notifying that person:
1 While on a call, press Feature + 430. The system places your caller on
hold.
2 Dial the number of the person you want to conference in.
3 Press Conference or Feature + 430 again. The three-way conference
begins when the recipient answers the call.
Announced
Conference
In an announced conference, you announce to the recipient that you are
conferencing them into a call. The recipient can then decide whether to
take the call:
1 While on a call, press Conference or Feature + 430. The system places
your caller on hold.
2 Dial the extension of the person you want to conference in, then press
the OK Access button (or press Feature + 120).
3 When the called party answers, announce the conference.
Camping on a Busy
Extension
■
If the recipient wants to take the call, press Conference or
Feature + 430. Now three people are on the same call.
■
If the recipient does not want to take the call, hang up the second call
and go back to the first call by pressing the Hold button for that call.
The Camp On feature allows you a call to a busy or an unanswered
internal telephone, and then be automatically called back when the
destination phone becomes available. When you activate camp on, the
system monitors the called telephone. When the extension can receive a
call, the system automatically dials your phone (using a priority ring or
68
CHAPTER 7: STANDARD FEATURES
other audible ring tone that is different than your programmed ring tone)
and redials the original called extension.
You can camp on system extensions. You cannot camp on external phone
numbers, hunt groups, pickup groups, or paging groups. If the called
extension does not become free within a time period specified by your
administrator, Camp On expires.
To camp on an extension you call:
1 When you make a call and hear a busy tone, press Feature + 469. The
system camps on the phone you are calling. You can hang up.
2 When the called extension becomes available, the system calls your
phone. When you answer your phone, the called extension begins to
ring.
To camp on an extension when you transfer a call:
1 When you are transferring a call and hear a busy tone, press Feature
+ 469. The system camps on the phone you are calling. Explain to the
person whose call you are transferring that the call will call back. When
you hang up, the person whose call you are transferring is put on hold.
2 When the called extension becomes available, the system calls the
destination extension.
If Camp On expires before the destination becomes available, the system
calls you back and connects you to the person whose call you were
transferring.
Transferring Your
Phone Settings to
Another Phone
This feature enables you to use any 3Com phone attached to the same
VCX system (call processor) as your phone with all your phone’s settings.
It is possible for an administrator to lock an extension to a particular
phone. If this is the case, you cannot program the phone to use your
extension.
To transfer your phone’s settings to another phone:
1 Log out of your own phone by pressing Program + 5 + 6.
If your administrator has enabled the Multiple Contacts feature for your
extension, you do not have to log out of one phone before logging into
another.
Forwarding Calls to Voice Mail
69
2 From the phone that you want to use as yours, enter your phone number
and password:
a Press Program + 5 + 4,enter your phone number, and then press #.
b Press Program + 5 + 5, enter your password, and then press #.
3 When you are finished using the other phone, log out of the phone by
pressing Program + 5 + 6.
4 Log back into your own phone by pressing Program + 5 + 6.
Forwarding Calls to
Voice Mail
You can forward incoming calls to your voice mailbox by using a feature
code.
When you forward incoming calls to your voice mailbox:
■
An incoming call rings once on your phone and is then sent to your
voice mailbox. If you are logged in to multiple phones, each using the
same phone number, and one of the phones enables forward to voice
mail, the feature applies to all phones—an incoming call rings once on
all of the phones and is then sent to your voice mailbox.
■
If you enable forward to voice mail while one or more calls are ringing,
the pending calls are sent to your voice mailbox and forward to voice
mail is enabled for all subsequent calls.
■
If you are a Hunt Group member, personal (non-Hunt Group) calls go
to your voice mailbox. However, Hunt Group calls always ring on a
member’s phone, regardless of your personal phone setting.
To forward incoming calls to your voice mailbox for any VCX phone
(including the Basic phones, which do not have a FWD Mail button):
Transferring a Call
to Another User’s
Voice Mail
■
Press Feature + 440. All future calls transfer automatically to your
voice mailbox.
■
If you have not enabled this feature code, you can send a call that is
ringing (and all subsequent calls) to your voice mailbox by pressing
Feature + 440.
■
To disable this feature, press Feature + 440. All calls ring normally.
You can transfer a connected call directly to another subscriber’s voice
mail rather than that subscriber’s phone extension. The subscriber can be
located locally or at a remote site.
70
CHAPTER 7: STANDARD FEATURES
To transfer a call to another subscriber’s voice mail:
1 While on a call, press Feature + 441.
The Display Panel shows the following prompt:
Transfer VMail Number:
2 Enter the extension of the subscriber whose mailbox will receive the call
and press #.
The caller hears the mailbox greeting of the target subscriber but the
subscriber’s phone does not ring.
Alternatively, you can use the following procedure:
1 While on a call, press Transfer.
2 Enter the transfer to another subscriber’s voice mail feature code in the
following format:
*441*<extension>
For <extension>, you can either enter the phone extension of the
recipient, press a speed dial button mapped to that extension, or press a
bridge line button (Basic phones do not support bridging) mapped to that
extension.
3 Press the Transfer button again, then hang up.
For example, extension 1001 calls extension 1000. Extension 1000 wants
to transfer the call to the voice mailbox of extension 1002. In this case,
extension 1000 performs the following steps:
Presses Transfer.
Enters *441*1002.
Presses Transfer.
Hangs up.
Extension 1001 now hears the voice mailbox greeting for extension 1002
but extension 1002 does ring.
On a telephone with a Program button, you can transfer a call directly to
another subscriber’s voice mail by using the following procedure:
1 While on a call, press Program.
2 Press 4 to access the Call Features menu.
Call Waiting
71
3 Press 9 to select Transfer to VMail.
The Display Panel shows the following prompt:
Transfer VMail Number:
4 Enter the extension of the subscriber whose mailbox will receive the call
and press #.
Call Waiting
The Call Waiting feature provides a “beep” on your current call to let you
know that another call has arrived on another access line.
1 When you hear the “beep”, press the Hold button to put the current call
on hold.
2 Press the Access button for the incoming call. For Model 2101, press the
Toggle button.
3 To toggle between the two calls, put the current call on hold and then
press the Access button for the call you want. For Model 2101, press the
Toggle button.
Speed Dialing
This section describes the following types of speed dialing:
■
Personal Speed Dials — With this type of speed dialing, you map a
number (internal or external) to a feature code value. To use a
personal speed dial, you press the Feature button and enter the
appropriate feature code.
Feature code 601 plus 1 through 9 inclusive, are available, which
allows you to create up to 9 personal speed dials. Personal speed dials
allow speed dialing on phones that do not have Access buttons.
Personal speed dials are available on all VCX telephone models.
■
System Speed Dials — With this type of speed dialing, your
administrator maps commonly used numbers (internal or external) to
feature code values. To use a system speed dial, you press the Feature
button and enter the appropriate feature code and the speed dial
number.
The administrator creates system speed dial numbers. System speed
dials can be dialed on all VCX telephone models.
Note that, a configured one-touch speed dial is also mapped to a feature
code (the speed dial number mapped to the first speed dial Access button
is also mapped to feature code 601, the speed dial number mapped to
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the second speed dial Access button is also mapped to feature code 601,
and so on). This means that on a phone with four configured speed dial
numbers, you can dial a speed dial number by either pressing an Access
button or entering feature code 601 + an index number 1 through 9.
This section describes how to set up speed dialing through the Telephone
User Interface. You can also enable speed dialing through the VCX User
Interface. See Chapter 8 for information on accessing the VCX User
Interface; see the online Help for information on creating speed dials.
Note that the two interfaces are synchronized. A speed dial created or
modified in one interface appears in the other interface. A speed dial
deleted in one interface is deleted in the other interface.
Your administrator can configure speed dial numbers for your phone. You
can reassign these administrator configured speed dials unless the
administrator has optionally enabled BLF (busy light flashing) for a speed
dial. During speed dial configuration, the administrator can enable BLF
for the status light associated with the speed dial button. When the user
assigned to that speed dial button is on a call, the status light is lit. If the
administrator has enabled the BLF for a speed dial, you cannot reassign a
different number for that speed dial.
Configuring Personal
Speed Dial Numbers
You set up speed dialing through the Telephone User Interface using the
Program button. Refer to the chapter that describes the buttons and
controls on your phone for the location of the available speed dial Access
buttons.
To configure a speed dial number using the Program button and the
Speed Dial menu:
1 Press the Program button.
The Main menu appears.
2 Press [3] to access the Speed Dial menu.
The Display Panel lists the first speed dial:
Speed dial 1:
If the speed dial is already configured, the Display Panels show the
configured number, for example:
Speed dial 1:
1001
Speed Dialing
73
To locate the speed dial number you want to configure, press the
speed dial number (1 through 9) or use the up and down scroll
buttons
If you assign a number to a speed dial that does not have a
corresponding Access button, you can speed dial the number only by
entering the appropriate feature code.
3 Press the second soft button under the Display Panel (or press #), then
enter the number you want to associate with this speed dial. Include all
prefix numbers that you would normally dial, such as a 9 or 8 or 1 to
access an outside line, and, if necessary, the country code or area code.
4 To store the number, press the OK button (or press #).
Alternatively, you can directly configure a speed dial number with a speed
dial Access button:
1 Press the Program button.
2 Press the speed dial Access button you want to configure.
3 Enter the number you want to associate with this button. If a number is
already configured for this button, you can enter a different number.
4 To store the number, press the OK button (or press #).
Make sure you write the name of the person whose number you have
stored and the corresponding Speed Dial Access button or feature
code.
Editing Personal
Speed Dial Numbers
You can change or delete any personal speed dial number that you
previously configured using the Telephone User Interface.
To change or delete a previously configured speed dial number:
1 Press the Program button. The Main menu appears.
2 Press [3] to access the Speed Dial menu.
The Display Panel shows the configured number, for example:
Speed dial 1:
1001
To locate the speed dial number you want to change or delete, press
the speed dial number (1 through 9) or use the up and down scroll
buttons
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CHAPTER 7: STANDARD FEATURES
3 To change or delete an existing speed dial number, press the # key and
then use the second soft button to delete each digit.
4 To store the number, press the OK button (or press #).
Dialing Personal
Speed Dial Numbers
The method you use to dial a configured speed dial number depends on
your phone and whether or not the number is mapped to a speed dial
Access button.
To dial a number configured as a speed dial on a VCX phone with one or
more speed dial Access buttons, press the appropriate button. If the
number is not associated with a button, use the next procedure.
To dial a configured speed dial number on any VCX phone:
1 Pick up the handset.
2 Press Feature.
3 Enter the feature code associated with the number you want to dial.
For example, if the number you want to speed dial is mapped to Speed
dial 2, enter the following through the Telephone User Interface:
Feature + 601 + 2
Alternatively, you can skip pressing the Feature button and enter:
*601*2
Note that, with this syntax, you cannot enter *602.
You can also use the following method to dial a speed dial number on
any VCX phone:
1 Press the Program button.
The Display Panel lists the first speed dial, for example:
Speed dial 1:
1001
Use the up and down scroll buttons to locate the speed dial number
you want to dial.
2 Press the first soft button under the Display Panel.
Your phone dials the number.
To exit the speed dial list in the Display Panel, press the third soft button.
Call Forwarding
75
In addition to using the Program menu to list speed dial numbers, you
can view the speed dial numbers configured on your phone by pressing
Feature + 463.
Dialing System Speed
Dial Numbers
The administrator can set up system-wide speed dials for numbers that
are dialed frequently by many internal users. You can view the
system-wide speed dial list through the VCX User Interface (see
Chapter 8 for information) or you can view and dial numbers from it
using the telephone display panel.
To use a system speed dial number:
1 Pick up the handset
2 Press the Feature button plus 700 plus the system-wide speed dial
number for the number that you want to call. Alternatively, you can scroll
to System Speed Dials on the Display Panel, press Slct, scroll to the
number that you want to dial, and press 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.”
Call Forwarding
This section describes how to enable and use call forwarding features set
up through the Telephone User Interface (TUI). You can also configure
and enable call forwarding through the VCX User Interface. See Enabling
Call Forwarding.
You can use the TUI on your phone to specify:
■
Where you want your call to be forwarded
■
The condition that results in the system forwarding a call:
■
■
Ring No Answer — Redirects incoming calls to another
destination when your phone rings for a configured time period
(the default is 20 seconds). You can forward all unanswered calls
by enabling Call Forward Ring No Answer (feature code 466)
and entering the number to which you want the calls forwarded.
Busy Line —Redirects incoming calls to another destination when
your phone is busy. If you have multiple lines, busy means that all
lines are in use. You can forward all calls that come in when your
lines are busy by enabling Call Forward Busy (feature code 467)
and entering the number to which you want the calls forwarded.
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■
All Calls — Redirects incoming calls to another destination
unconditionally. Use this feature, also called Forward Universal,
when you plan to be away from your phone for an extended
period of time. You can forward all unanswered calls by enabling
Call Forward All (feature code 465) and entering the number to
which you want the calls forwarded.
You can also use the VCX User Interface to configure Call Forward, Fall
Back to Coverage. When you enable this feature, a forwarded call that is
not answered at the forwarding destination falls back to your extension's
coverage (either voicemail or Auto Attendant). See Enabling Call
Forwarding.
Call Forward Ring No
Answer
To forward your calls to another extension when your extension is not
answered:
1 On phones with a Program button, press the button to display the Main
menu, then press 4 to select Call Features.
Alternatively, you can press Feature + 466 to access the Main menu on
any VCX phone.
2 Press 4 to select Forward Ring No Answer.
3 Use the keypad to enter the phone number to which you want to
forward your calls.
4 Press OK (or press Feature + 120).
To disable Call Forward Ring No Answer, repeat step 1.
Call Forward Busy
Line
To forward your calls to another extension when all your lines are busy:
1 On phones with a Program button, press the button to display the Main
menu, then press 4 to select Call Features.
Alternatively, you can press Feature + 467 to access the Main menu on
any VCX phone.
2 Press 3 to select Forward Busy.
3 Use the keypad to enter the phone number to which you want to
forward your calls.
4 Press OK (or press Feature + 120).
To disable Call Forward Busy Line, repeat step 1.
Call Park
Call Forward
Universal
77
To forward all your calls to another extension:
1 Perform one of the following steps on your telephone:
a On phones with a Program button, press the button to display the
Main menu, press 4 to select Call Features, then press 2 to select
Forward Universal.
b Press Feature + 465 (all phones).
2 Use the keypad to enter the phone number to which you want to
forward your calls.
3 Press OK (or press Feature + 120).
To disable Call Forward All, repeat step 1.
Call Park
Use the Call Park feature to place a call in a holding pattern and make it
available for you or for another user to pick up from any telephone on
the system by dialing the Call Park extension.
The Call Park feature is useful when the recipient is elsewhere in the
building or you want to continue a call on another telephone and
transferring the call does not give you enough time to retrieve it.
When you park a call, you assign it a Call Park extension, which you (or
another user) use to retrieve it. The default Call Park extension numbers
are 800 through 899 inclusive. Ask your administrator to verify the Call
Park extensions for your location. If the specified Call Park extension is in
use or if no extension is specified, VCX selects the next available Call Park
extension.
A call remains parked for 5 minutes. This default value can be adjusted by
your administrator. If the call is not answered 5 minutes after it is parked,
the user who parked the call is called back. If the user is not available, the
parked call is forwarded to the user’s call coverage point.
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To park a call:
1 While you are on a call, press the Call Park button or press
Feature + 444. The Display Panel shows a default Call Park extension.
2 Press the Call Park button (or press Feature + 120) to park the call using
the default extension, or use the telephone keypad to enter a Call Park
extension from the list of extensions at your location. Notify another user
about the parked call.
a Select an Access button for outgoing calls and dial the user’s
extension.
b When the call is answered, tell the user the Call Park extension
number, for example 818.
c Hang up.
The user dials the Call Park number and the system connects the call
automatically.
3 To retrieve a parked call yourself:
a Pick up the handset of any telephone on the system.
b Dial the Call Park extension that was assigned to the call.
The system connects you to the parked call.
Paging
Paging lets you activate the speakers and broadcast a message to all of
the available phones in a paging group. Your administrator defines the
members of a paging group and an extension to dial to page that group.
A phone in a group is available to receive pages if it has a speaker, unless:
■
the phone is not logged in
■
the phone has a call ringing, connected, or on hold
■
the phone has Do Not Disturb, Call Forwarding, or Forward to
Voicemail enabled.
Note that you do not need to be a member of a page group to send a
page to that group; you just need to know the extension for that group.
A page is subject to the following restrictions:
■
You cannot park, transfer, hold, conference, or pick up a page.
■
You cannot camp on a page group extension.
Call Pickup
■
79
A page cannot be bridged.
If you are sending or receiving a page, you can drop the page by using
the speaker button to disconnect the page, by picking up and replacing
the receiver, or by pressing the Release button.
Paging a Group
You can view the page groups, the group extensions, and the members
of those groups by accessing the VCX User Interface (see Accessing the
VCX User Interface).
To page a group:
1 Pick up the handset.
2 Dial the appropriate page group extension.
When you dial the page group extension, speakers are activated on the
telephones that are members of the group.
3 Speak the message you want to broadcast into the handset.
4 Hang up when you are finished.
Call Pickup
Use the Call Pickup feature to answer a call that is ringing on another
telephone.
There are two types of call pickup:
■
Directed Call Pickup — Allows you to answer a call ringing on the
phone of a specific user. Both you and the other user must be
members of the same Directed Call Pickup group. Each Directed Call
Pickup group is assigned a security code by the administrator. You
must enter this security code when using Directed Call Pickup to
answer a call.
■
Group Call Pickup — Allows you to answer a call ringing on the
phone of any user who is a member of a configured Group Call Pickup
group. A Group Call Pickup group is a collection of phones that allow
each member of the group to answer another member's calls. Your
administrator can also configure a Group Call Pickup group that
allows non-group members to answer a call ringing on a phone in the
group.
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Directed Call Pickup
To answer a call that is ringing on a specific user’s telephone:
1 Pick up your handset.
2 Press Feature + 455.
The Display Panel prompts you to enter your group security code.
3 Enter the your group security code.
The Display Panel prompts you to enter the extension of the ringing
phone.
4 Enter the extension number.
Alternatively for steps 2, 3, and 4, you can enter feature code (455),
group security code, and the extension of the ringing phone in the
following format:
*455*<group code>*<extension>
The call is directed to your telephone.
Group Call Pickup
To answer a call that is ringing on a group member’s telephone:
1 Pick up your handset.
2 Dial the Group Call Pickup extension.
The call is directed to your telephone.
Call Pickup
Interaction With
Other Features
This section describes how call pickup interacts with other VCX phone
features. Note the following considerations:
■
Call Forwarding — If both the phone forwarding a call and the
phone receiving the forwarded call belong to the same call pickup
group, then any member of the group may answer the call.
■
Camp On — A call pickup group member or a directed call pickup
user cannot answer a camp on callback call.
■
Conference Calls — A conference call cannot be picked up at
another extension. A conference originator can, however, pick up a
call and add it to the conference call.
■
Display Panel — When you pick up a call, the telephone Display
Panel shows a confirmation message, for example,
PickUp Marie x3434.
■
Hunt Groups — A call pickup group member can also be a member
of a hunt group. Call pickup group members can use either directed
Silent Monitor and Barge In
81
call pickup or group call pick up to answer a call that is ringing at
another group member's telephone.
■
Speed Dials — You or your administrator can assign the following to
a speed dial button:
■
■
Silent Monitor and
Barge In
The feature code for directed call pickup (455) or the feature code
for group call pick up (456), and a telephone number.
Only the feature code for directed call pickup (455) or the feature
code for group call pick up (456).
The VCX system supports Silent Monitor and Barge In. These two features
are typically used in call centers to allow supervisors to listen to (monitor)
and optionally join (barge in) a conversation between an agent and a
customer to ensure proper customer support. Unless the supervisor
barges in, neither the agent or the customer are aware that the
supervisor is monitoring the call.
To invoke Silent Monitor, the supervisor enters a feature code followed by
the extension to be monitored (see Monitoring a Call). The supervisor, in
this case, is defined as a user who is allowed to invoke the Silent Monitor
feature for that particular extension. Permission to monitor one or more
extensions is configured through the VCX Administrator Interface (see
the VCX Administration Guide). The supervisor must use a phone with a
Display Panel (not a 3Com Model 3100 Entry Telephone). If a supervisor
attempts to monitor an extension without permission, the supervisor
hears an error tone and the LCD shows Unauthorized. The supervisor
and the monitored agent can be located at different sites.
If a supervisor attempts to monitor an agent’s extension, the supervisor
phone LCD will display the error message no calls to supervise if:
■
The agent is not logged in.
■
The agent is not on a call.
■
The agent is currently monitored by another supervisor.
While in Silent Monitor mode, the supervisor can join the conversation by
entering the feature code for Barge In. After barging in, the supervisor
can return to Silent Monitor mode by reentering the Silent Monitor
feature code. See Barging In.
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A user can ensure a private call by blocking Silent Monitor and Barge In.
To make a private call, the user enters a feature code before dialing the
call.
Note the following Silent Monitor and Barge In feature conditions and
restrictions:
Monitoring a Call
■
Multiple supervisors cannot monitor the same extension at the same
time.
■
If an agent parks a monitored call, initiates a conference, or transfers
the call, the supervisor will be disconnected from the session.
■
If a supervisor attempts to park, conference, or transfer a monitored
call, the action will be ignored and the Display Panel shows Not
supported operation.
■
If a customer or agent terminates a monitored call by hanging up, the
supervisor will be disconnected from the session.
■
Supervisors cannot monitor conference calls.
■
The agent, the customer, and the supervisor can place a monitored
call on hold. The results depend on who places the call on hold and
whether or not Music On Hold (MOH) is enabled.
■
If the VCX call processor fails during an established silent monitoring
or barge in session, the audio is not affected. However, none of the
parties in the call can invoke mid-call features.
■
The supervisor can monitor a Hunt Group call by selecting the
member's extension, not the Hunt Group's extension.
■
Bridge line connected calls can be monitored by selecting the
extension of the connected party (primary or secondary, depending on
who is connected).
Silent Monitor allows a supervisor to listen to calls that come in to an
agent’s extension. The supervisor must be granted explicit permission by
the VCX administrator to monitor one or more extensions. If you have
been granted monitoring privileges, your administrator will give you a list
of the extensions you can monitor.
To monitor a call on an agent’s extension by entering a feature code:
1 Pick up the handset.
2 Press Feature + 425.
Silent Monitor and Barge In
83
3 Enter the extension of the agent you want to monitor and press #.
Alternatively you can combine steps 2 and 3 by using the following single
command after picking up the handset:
*425*<extension>
For <extension>, you can either enter the phone extension of the agent,
press a speed dial button mapped to that extension, or press a bridge line
button (Basic phones do not support bridging) mapped to that extension.
You can also monitor a call by pressing Program + 4 + 1 followed by the
extension to be monitored, then press #.
To terminate participation in a monitored call, hang up. This has no effect
on agent-customer communication (the agent-customer session remains
active).
If you want to join a monitored call, see the following section, Barging In.
Barging In
Barge In allows a supervisor to speak to the agent and customer during a
monitored call. While you are silently monitoring a call, your phone
shows Barge In in the lower right corner of the Display Panel. If you
barge in to the call, the display changes to SilentM.
You can use Soft button 3 (the button just below Barge In or SilentM to
toggle between silent monitor mode and barge in mode.
Alternatively, to barge in when you are monitoring a call, press Feature +
428. To return to silent monitor mode, press Feature + 425.
To terminate participation in a barged in call, hang up. This has no effect
on agent-customer communication (the agent-customer session remains
active).
Blocking Call
Monitoring
An agent can prevent a supervisor from monitoring an outgoing call. This
allows the agent to make private call. Monitor blocking can be enabled
for one call at a time. That is, an agent cannot enable the monitor
blocking feature for all subsequent calls. Furthermore, this feature works
for outgoing calls only; the agent cannot block monitoring for an
incoming call.
Note the following blocking considerations for call monitoring
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CHAPTER 7: STANDARD FEATURES
■
Blocking can be invoked before dialing a call or during a call.
■
The monitor blocking feature can be mapped to a button.
■
After invoking monitor blocking for a call, monitoring is blocked for
the duration of that call. If the call is disconnected (during transfer or a
call park, for example), blocking is disabled and the call can be
monitored. If the call is reconnected (for a park timeout, for example),
blocking is disabled and the call can be monitored.
■
Blocking is effective only for calls that can be monitored. For example,
invoking monitor blocking for a conference call has no effect on the
call because conference calls cannot be monitored.
To block call monitoring on an agent extension to make a private call:
1 Pick up the handset.
2 Press Feature + 429.
The Display Panel shows the following prompt:
Enter the phone number:
Press # to complete!
3 Enter the extension of the private call and press #.
Alternatively you can combine steps 2 and 3 by using the following single
command after picking up the handset:
*429*<extension>
For <extension>, you can either enter the private phone extension or
press a speed dial button mapped to that extension.
Remote Call
Forward
The Remote Call Forward feature allows you to configure the forwarding
options of a phone from another phone in the network. This is useful if,
for example, a person A is on vacation and all of person A’s calls must be
forwarded to person B. This feature enables person B to configure Call
Forward Universal on the source phone (person A). Note that person A
can be at one site and person B can be at a different site.
The VCX administrator must authorize use of the Remote Call Forward
feature. For example, if the administrator authorizes you to change
person A’s forwarding options, you can enter a feature code (468) and
redirect person A’s calls to any other extension, including your own.
Remote Call Forward
85
When successfully configured, the remote (destination) phone’s LED (if
available) will flash for all forwarded calls, and the LCD will also display a
call forward message.
To remotely enable a phone to forward calls to another extension:
1 Pick up the handset.
2 Press Feature + 468.
The Display Panel prompts you to enter the remote phone number.
3 Enter the extension of the phone whose calls you want to forward and
press #.
The Display Panel prompts you to enter the extension of the phone that
will receive the forwarded calls.
4 Enter the extension of the phone that will receive forwarded calls and
press #.
Alternatively, you can combine steps 2, 3, and 4 by entering the following
command:
*468*<source extension>*<destination extension>
Remote call forwarding can be disabled either on the phone that set up
remote call forwarding or on the extension whose calls you no longer
want to remotely forward.
For example, extension 1001 has used feature code 468 to specify that all
of extension 1000’s calls be forwarded to extension 1002. You can
disable remote call forwarding on extension 1000 or 1001:
■
On extension 1001:
a Press Feature + 468.
b Enter the extension whose calls you no longer want to remotely
forward (in this case, 1000) and press #.
The Display Panel shows the extension of the phone receiving the
forwarded calls (in this case, 1002).
c Delete the extension number by pressing Soft button 3, followed by
Soft button 2, then press #.
■
On extension 1000, press Feature + 465.
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Hunt Groups
Your administrator can establish formal and informal call centers so that
incoming calls can be directed to several telephones that have been
associated into hunt groups.
A call center is a general term that refers to any system that accepts
incoming calls to a site, ensures that those calls are sent to the proper
destination within the site, and manages database records on call activity
and distribution. The call center can be used, for example, as a help desk,
a reservations counter, an information hotline, or a customer service
center.
Incoming calls that arrive at your company can go either to:
■
Your extension and the call coverage point you have set up (see
Configuring a Call Coverage Point).
■
A hunt group that follows the call coverage path assigned by an
administrator for that group.
A hunt group is a group of VCX phone extensions that are configured
under a virtual extension. An incoming call to the virtual extension rings
on the phone of one hunt group member. If that member’s telephone is
in use, or if that member does not answer the call, the system “hunts”
for another member of the group until the call is answered or is
forwarded to the group call coverage point. For example, if there are no
available members of the hunt group, the call might be forwarded to a
group mailbox or to the receptionist.
An administrator can configure a hunt group in which all members are
fax machines. Incoming faxes are routed to an available fax machine.
Depending on the type of hunt group configured, if no fax machine is
available, pending faxes may be queued until a machine becomes
available or they may be sent to the call coverage point.
The method used to hunt for an available hunt group member is
determined by an administrator-configured call coverage pattern for that
group. Pattern types include linear, circular, and calling groups. These
patterns are described in Hunt Group Types.
If you are a member of a hunt group, your administrator should provide
the following information:
Hunt Groups
87
■
The type of hunt group to which you belong. The hunt group type
determines the ringing pattern followed by incoming calls. See Hunt
Group Types.
■
Your hunt group number. You need this number to log in to the hunt
group. You must be logged in to receive calls directed to the hunt
group. See Logging In to a Hunt Group.
You can be a member of, and logged in to, multiple hunt groups,
which may be of different hunt group types.
As a hunt group member, you should also be aware of how hunt group
calls work with other VCX phone features, such as call conferencing. See
Hunt Group Interaction With Other Features.
Hunt Group Types
The type of hunt group to which you belong determines how incoming
calls are allocated to group members. Your administrator can configure a
linear hunt group, a circular hunt group, and a calling group.
To illustrate the differences between hunt group types, assume the
administrator has configured four members for each type: A, B, C, and D.
Note that a member must be logged in to both the VCX system and the
hunt group to receive a call.
■
Linear Hunt Group — An incoming call always rings at the first
member phone of the group, then, if the call is not answered, at the
phone of the next member in the group list.
For example, if A, B, C, and D are all available, an incoming call will
always ring first at member A’s extension. If A does not answer, the
call is routed to member B’s extension, and so on until the last
member of the group is reached. If no member is available, the call is
routed to the call coverage point immediately. When the total timeout
value configured for the group is reached or the last hunt group
member fails to answer (whichever happens first), the call is routed to
the call coverage point (see the discussion of timeout values and call
coverage points later in this section).
■
Circular Hunt Group — An incoming call rings at the member phone
following the member to whom the last call was routed. If the call is
not answered, the call rings at the phone of the next member in the
group list.
For example, if A, B, C, and D are all available and member B received
that last call, the next call will ring at member C’s extension. If C does
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not answer, the call is routed to member D’s extension, and so on until
the total timeout value for the group is reached (see the discussion of
timeout values later in this section).
■
Calling Group — An incoming call simultaneously rings on all
member phones that are logged in, even if a member is on another
call.
For example, if A, B, C, and D are all available, an incoming call will
ring simultaneously at all four extensions until the total timeout value
for the group is reached (see the discussion of timeout values later in
this section).
For each hunt group type, your administrator configures two timeout
values:
■
Device Timeout — Specifies how long the VCX call processor rings at
one extension before moving to the next extension if there is no
answer.
■
Total Timeout — Specifies how long the VCX call processor attempts
to make a connection within the hunt group before directing the call
to the hunt group’s default call coverage point. The administrator can
configure the call coverage point to be:
■
A voice mailbox
■
Another hunt group
■
An individual extension
■
An Auto Attendant number
■
An external phone number
Ask your administrator for information on timeout values and your hunt
group’s default call coverage point.
Table 8 summarizes how the three hunt group types route incoming calls.
Table 8 Hunt Group Behavior
Condition
Linear Hunt Group
Result
Circular Hunt Group
Result
Calling Group
Result
No members
Go to call coverage.
Go to call coverage.
Go to call coverage.
Hunt Groups
89
Table 8 Hunt Group Behavior (continued)
Condition
Linear Hunt Group
Result
Circular Hunt Group
Result
Calling Group
Result
All members logged out
Go to call coverage.
Wait for a member to log
in or until total timeout
reached.
Go to call coverage.
All members busy
Go to call coverage.
Wait for a member to
become available or until
total timeout reached.
Queue the call and wait
for an available member
or until total timeout
reached.
All members available
Route call to first member Route call to the member
in the list.
following the member to
whom the last call was
routed.
Ring all member phones.
Total timeout reached
Go to call coverage.
Go to call coverage.
Go to call coverage.
Hunt Group calls routed to a call coverage point always go to the point
configured for the Hunt Group, not to the point configured for (or by) the
Hunt Group member (that is, the member’s personal call coverage point).
If the member has Do Not Disturb enabled, personal (non-Hunt Group)
calls go to the call coverage point. However, Hunt Group calls always ring
on a member’s phone, regardless of the Do Not Disturb setting.
Logging In to a Hunt
Group
When your administrator gives you your hunt group membership
information, you can log in to your hunt group (or groups if you have
been assigned membership in multiple groups). You must be logged in to
a hunt group to receive calls for that group.
You must be logged in to your VCX system account before you can log in
to a hunt group. If you are not logged in to the VCX system, which
requires password authentication, you cannot log in to a hunt group. See
the overview section for your phone in this guide.
You log in to a hunt group by entering feature code followed by hunt
group number. If you are already logged in, entering the same feature
code and hunt group number logs you out. You can also log in to and log
out of a hunt group through the VCX User Interface (see Viewing Hunt
Group Membership and Status).
To log in to a hunt group using a feature code:
1 Press Feature + 971.
The Display Panel shows a prompt requesting a hunt group number.
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CHAPTER 7: STANDARD FEATURES
2 Enter the hunt group number, then press #.
The Display Panel indicates that your hunt group login status has
changed.
Alternatively, you can combine steps 1 and 2 by entering the following
single command:
*971*<hunt group number>
You can also log in to a hunt group by pressing Program + 4 + 8
followed by the hunt group number, then press #.
You can display all the hunt groups you are currently logged in to by
pressing Feature + 972 (see Viewing Hunt Group Membership and
Status).
Hunt Group
Interaction With
Other Features
This section describes how participation in a hunt group interacts with
other VCX phone features. Note the following considerations:
■
A hunt group call can be added to a conference. The member
receiving the call can conference with another extension or with
another hunt group. Both announced and unannounced conferences
are supported (see Setting up a Conference Call).
■
A hunt group call can be put on hold and taken off hold without
losing the caller.
■
■
If a hunt group member puts a call on hold, that member can
receive other calls.
A hunt group caller on hold will hear hunt group Music On Hold.
■
A hunt group call can be parked and then picked up by any user on
the same site.
■
If the VCX phone has Hands Free enabled, an incoming call to a hunt
group will not be picked up automatically.
■
A hunt group member’s personal phone settings (for example, Call
Forward, Call Coverage point, and Do Not Disturb) are not invoked on
Hunt Group calls
■
An external call to a private user (someone not in the hunt group) can
be transferred to a hunt group.
■
Both attended and unattended call transfers are allowed for calls to a
hunt group or from a hunt group.
Hunt Groups
Viewing Hunt Group
Membership and
Status
91
■
After reaching an Auto Attendant, a caller can enter a hunt group
extension and be transferred to a Hunt Group.
■
Internal and external callers that are forwarded to voice mail can leave
a message and navigate through the voice mail options.
■
If a hunt group call is routed to a voice mailbox or Auto Attendant call
coverage point but the routing fails (for example, because no ports are
available), the call is requeued for the hunt group.
■
Each time a call is put back in a hunt group queue, it is treated like a
new call.
■
If you are a member of one or more hunt groups, the phone message
button acts as a MWI for the hunt group voice mailbox even if you are
not logged in to the hunt group. Pressing the message button displays
a menu which shows number of new messages in each mailbox,
including your personal mailbox. You can use the arrow navigation
keys to locate a voice mailbox. Press the message button to access the
selected mailbox.
You can use the Telephone User Interface to view the hunt groups you
belong to and your current login status for each group.
To view hunt group information enter the following feature code:
Feature + 972
The Display Panel on the phone displays the hunt groups you belong to
and your current status.
Use the up and down scroll buttons to navigate through the hunt group
list. The first line displays the name and number of the hunt group. The
second line displays your current status.
■
Press soft button 1 below the Display Panel to change your current
login status.
■
Press soft button 2 or 3 below the Display Panel to exit from the hunt
group display.
When you change your login status, the Display Panel shows HuntGroup
Login Enabled. If you are logged into multiple phones using the same
phone number, this message appears on all phone displays. While this
message appears in the Display Panel, press soft button 1 to display the
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CHAPTER 7: STANDARD FEATURES
hunt group list (same effect as pressing Feature + 972) to display the
hunt group list.
You can also use the VCX User Interface to view the hunt groups you
belong to and your current login status for each group.
8
USING THE VCX USER INTERFACE
This chapter describes how to access the VCX User Interface application.
It also provides a description of the options available to manage your user
account and VCX telephone from this web-based application. Features
that require configuration through the application and, subsequently, on
the telephone itself are described in more detail.
Your administrator determines whether the features in this chapter are
available for your telephone or for the entire system. Some of these
features may not be available to you.
This chapter includes the following topics:
■
Accessing the VCX User Interface
■
VCX User Interface Overview
■
Enabling Call Forwarding
■
Configuring a Call Coverage Point
■
Logging Out
94
CHAPTER 8: USING THE VCX USER INTERFACE
Accessing the VCX
User Interface
You can use the VCX User Interface to access and manage advanced VCX
telephone features, change your web login password, and modify your
personal account information.
The VCX User Interface is a web-based application. Before you begin,
obtain the following information from your system administrator:
■
Web login username
■
Web login password
■
Web address (URL) for the VCX User Interface
Your browser must have cookies and Java script support enabled to start
a VCX User Interface provisioning session.
To log in to the VCX User Interface:
1 In your web browser’s address bar, enter the VCX User Interface web
address and press Enter.
2 On the 3Com VCX V7000 Networked Telephony Solution window,
click User Interface. The Login dialog box appears.
3 In the Username field, type your web login name.
4 In the Password field, type your web login password.
To clear the username and password fields, click Reset.
5 Click Submit.
The VCX User Interface displays the Welcome window.
VCX User Interface
Overview
The Welcome window illustrates the general structure of the VCX V User
Interface.
The left column displays four options:
■
Welcome
■
My Extensions
■
Calling Features
■
Log Out
VCX User Interface Overview
95
Each option (except Log Out) is associated with a set of tabbed pages
shown on the right side of the window. When you select an option, the
set of tabbed pages changes. Click on a tab to display its contents.
Each tabbed page includes a text box that describes the purpose of the
page. Each text box also includes a Help button. If you need more
information on a page, click Help to launch the VCX User Interface
online Help system.
The following list provides a brief description of the features you can
manage on each tabbed page. For detailed information, refer to the
online Help. Note that some features must be enabled on the phone after
configuration in the VCX User Interface. These features are noted in the
list.
■
Welcome
■
■
■
■
■
Welcome — Provides an initial welcoming page that can include
current system information, such as mailbox capacity, and the
number of new and saved messages.
My Information — Displays name and address information that
you can modify as necessary. Also enables you to change the size
of the font used in your telephone’s Display Panel.
Web Login — Allows you to change the password you use to
access the VCX User Interface.
Directory — Allows you to search a directory of other system
users to find name and extension information. The directory can be
either local (users whose phones are connected to the same VCX
call processor) or global (all the users in a multi-site enterprise that
includes regional, branch, and local offices). Search criteria can
include first name, last name, extension, or location. If you do not
enter search criteria, all users are displayed.
My Extensions
■
■
Call History — Allows you to view the call history for your phone,
for example, the calling and called parties, and call duration.
Ring Patterns — Enables you to set distinctive ringing tones to
identify the source (inside, outside, or private) of incoming calls.
Inside calls are calls that originate from within the VCX network.
Outside calls are calls that originate from outside the VCX network.
Private calls are anonymous calls or calls with caller ID blocked.
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CHAPTER 8: USING THE VCX USER INTERFACE
■
■
Bridge Permissions — This feature is not supported on Basic
(2101 and 3101) phones.
Bridged Phones — This feature is not supported on Basic (2101
and 3101) phones.
You should not bridge an extension to a Basic phone (Models 2101 or
3101) because these phones have no programmable access buttons.
Therefore, these phones have no way of distinguishing a call to its
extension and a bridged call.
■
■
■
■
Registrations — Lists all phones on which you are currently
logged in.
Passwords — Enables you to set the login password for your
phone extension. This password is also used for mailbox access and
must be synchronized with IP Messaging (see the VCX User
Interface online help).
Date/Time — If you log in to a phone in another time zone, you
can use this option to update the VCX system with your current
time zone information. Also allows you to change the date/time
format, which is initially set by your administrator.
Calling Features
■
■
■
■
Personal Speed Dials — Allows you to set up personal speed dial
codes for up to 9 phone numbers.
System Speed Dials — Allows you to view the system-wide speed
dial numbers configured on your system by your administrator. You
cannot add, modify, or delete a system speed dial number.
However, you can export the list to a Microsoft Excel spreadsheet.
See Dialing System Speed Dial Numbers.
Call Forwarding —Allows you to control how the VCX system
handles your calls when you do not answer a call, your extension is
busy, or your calls are forwarded to another extension. See
Enabling Call Forwarding for additional information.
Call Coverage — Allows you to set your default call coverage
point. The configured call coverage point determines the
destination of a call that is either not answered in time, or cannot
be answered because the destination is busy or unreachable
(logged out, or disconnected from the network). The default
destination for unanswered calls is voice mail. See Configuring a
Call Coverage Point.
Enabling Call Forwarding
■
■
■
■
■
■
Enabling Call
Forwarding
Selective Ringing — Enables you to set distinctive ringing tones
to identify individual callers.
Privacy — Allows you to control whether the VCX system sends
your Caller ID when you make a call. See Controlling Caller ID.
Call Restrictions — Allows you to block incoming and outgoing
calls that match specified patterns.
Group Features
■
■
97
Hunt Groups — Allows you to view the hunt groups you belong
to and your current login status for each group. See Hunt Groups.
Page Groups — Allows you to view the page groups configured
on your system. When you dial the group page extension, speakers
are activated on the telephones that are members of the group. As
you speak into your handset, your voice is broadcast on the
activated speakers. See Paging.
Call Pickup Groups — Allows you to view the call pickup groups
you belong to and the other members of these call pickup groups.
See Call Pickup.
Log Out — Ends your VCX User Interface session. See Logging Out.
This section describes how to enable and use call forwarding features set
up through the VCX User Interface.
You can also configure and enable call forwarding through your phone’s
Telephone User Interface (TUI). See Call Forwarding.
You can use the VCX User Interface to set:
■
How long (in seconds) your telephone rings before the system
forwards unanswered calls
■
Where you want your call to be forwarded
■
The condition (or conditions) that result in the system forwarding a
call:
■
Ring No Answer — Redirect incoming calls to another destination
when your phone rings for a configured time period (the default is
20 seconds).
98
CHAPTER 8: USING THE VCX USER INTERFACE
■
■
■
Busy Line —Redirect incoming calls to another destination when
your phone is busy. If you have multiple lines, busy means that all
lines are in use.
All Calls — Redirect incoming calls to another destination
unconditionally. Use this feature when you plan to be away from
your phone for an extended period of time. Also referred to as Call
Forward Universal.
Fall Back — Return forwarded calls to your call coverage point if
the forwarding destination does not answer. When you enable this
Call Forward, Fall Back to Coverage feature, a forwarded call that is
not answered at the forwarding destination falls back to your
extension's coverage. This call coverage point must be either voice
mail or Auto Attendant (the call cannot fall back to another
extension or to no coverage; see Configuring a Call Coverage
Point).
For example, a call to extension A gets forwarded to extension B if
extension A is busy. Extension A has also enabled the Fall Back
option. Extension A receives a call that gets forwarded to extension
B. However, extension B is also busy. Instead of sending the call to
extension B's coverage point or call forwarding destination, VCX
returns the call to extension A's voice mail or Auto Attendant.
You can configure the Call Forward, Fall Back to Coverage feature
through the VCX User Interface only. This feature cannot be configured
through the Telephone User Interface.
To set up call forwarding, log in to the VCX User Interface, select the
Calling Features option, then access the Call Forwarding tabbed page.
Enable the appropriate forwarding conditions and click Save.
If you configure and enable any call forwarding option through the VCX
User Interface, the option becomes effective the next time your phone
registers with the VCX call processor (ask you administrator about
registration intervals).
Your administrator may prevent you from configuring Call Forward All,
Call Forward Ring No Answer, or Call Forward Busy to an external (outside
the enterprise) number. See your administrator for information.
Configuring a Call Coverage Point
Configuring a Call
Coverage Point
99
A call coverage point determines how the VCX system treats an
unanswered call. A call is considered unanswered for the following
reasons:
■
The call rings and is not answered before the call coverage ring
timeout value is reached. The default timeout value is 20 seconds.
Note that Call Forward settings take precedence over Call Coverage
Point settings. Furthermore, the Call Forward - Ring No Answer
feature also has a ring timeout value. The default timeout value for
this feature is also 20 seconds. The Ring No Answer timeout value has
priority over the call coverage timeout value. If the Ring No Answer
timeout value is greater than the coverage timeout value, the
coverage timer is ignored so the call can be forwarded to the Call
Forward destination.
■
The call cannot be answered because the destination is busy or
unreachable (logged out or disconnected from the network).
The default call coverage point is voice mail. However, your administrator
can specify a different default for all subscribers, or you can set your own
call coverage point. There are four possible call coverage points:
■
Voice mail (the default)
■
The Auto Attendant
■
A telephone number (internal or external)
■
No coverage
If the no coverage option is selected and a call is not answered, the
caller will hear a busy tone or an error message depending on the
reason for the unanswered call.
If you enable Do Not Disturb on your phone, calls will automatically go to
the call coverage point, which may or may not be voice mail.
The call coverage point must be set through the VCX User Interface (or
the Administrator Interface). It cannot be set through the Telephone User
Interface.
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CHAPTER 8: USING THE VCX USER INTERFACE
Logging Out
To log out of the VCX User Interface, follow these steps:
1 From any screen, click the Log Out button just above the copyright
notice.
The Login screen appears.
2 Close your web browser.
A
TELEPHONE INSTALLATION AND
MAINTENANCE
This chapter covers these topics:
■
Connecting the Telephone
■
Opening the 3105 Attendant Console Label Cover
■
Attaching and Adjusting the Articulating Support Bracket
■
Attaching and Adjusting the Fixed Support Bracket
■
Moving Your Telephone
■
Swapping Telephones
■
Cleaning Your Telephone
■
Troubleshooting Problems
102
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Connecting the
Telephone
Although the connector layout varies between telephones, all VCX
telephones and attendant consoles use these symbols to identify the
connectors:
Power connection for an AC power adapter.
Network connection. Connects the device to the network. A powered
Ethernet cable that conforms to the Power over Ethernet (IEEE 802.3af)
standard is acceptable for:
■
3Com 3101 Basic Telephones
■
3Com 3102 Business Telephones
■
3Com 3103 Manager’s Telephones
■
3Com 3105 Attendant Consoles
■
Older 3Com telephones that include “PE” in the part number.
Switch port for connecting a computer or other network device, such as
an VCX Attendant Console, to the network.
Handset connector.
Figure 6 shows underside of the VCX 3102 Business Telephone as an
example of possible connection points. Connection details for each type
of VCX device are listed on the packing sheet that is shipped with the
device.
Connecting the Telephone
103
Figure 6 Underside of the VCX 3102 Business Telephone
1
2
3
4
6
5
CAUTION: The VCX system operates over the LAN, not through traditional
telephone wiring. Your telephone connects to the VCX system through an
RJ-45 LAN connector instead of an RJ-11 telephone connector. Your
telephone will not work unless it is connected properly. Ask your
administrator if you have questions about your telephone connection.
The underside of an VCX telephone or attendant console includes:
1 AC power adapter connection
2 Ethernet connector for connection to the LAN
3 Ethernet connector for an optional connection to your desktop
computer.
4 Handset connector
5 Headset connector (3102 and 3103 only)
6 Tabs for the support bracket
For information about the underside of each VCX Telephone, and for
information about how to connect any VCX Telephone or Attendant
Console to a Power over Ethernet source, see the packing sheet that
comes with the device.
Strain relief clamps are built into the 3101/3102/3105 support bracket.
104
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Attaching and
Adjusting the
Articulating
Support Bracket
The articulating support bracket is common to the following devices:
■
3Com 3105 Attendant Console
■
3Com 3101 and 3101SP Basic Telephones
Figure 7, Figure 8, and Figure 9 show a 3102 Telephone. The instructions
apply to all telephones.
Figure 7 Attaching the Support Bracket
To attach the support
bracket, 1, snap the
bracket into the
mounting supports 2,
on the bottom of the
telephone.
2
1
3
After you connect the
cables to the phone,
press the cables into
the cable management
clamps 3, on the stand.
Attaching and Adjusting the Articulating Support Bracket
105
Figure 8 Adjusting the Support Bracket
To adjust the support
bracket, press to
release the lock tab 1,
rotate the bracket to
the position that you
want, and then
release the lock tab.
1
106
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Figure 9 Wall Mounting a 3102 Telephone
When you mount a 3101, 3101SP, 3102,
or 3103 telephone on a wall, attach the
support bracket and adjust it so that the
bottom of the support bracket rests
against the bottom supports on the
telephone, 1.
Safe wall mounting requires 3/4-inch
drywall and 1.5-inch drywall screws.
1
Attaching and
Adjusting the Fixed
Support Bracket
The fixed support bracket is supplied with the Model 2101 Basic
Telephone.
Low-Profile and
High-Profile Positions
In Figure 10, the support bracket is outlined to show you how to install
the VCX Telephone in the low-profile and high-profile desktop positions.
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.
Attaching and Adjusting the Fixed Support Bracket
107
Figure 10 Low-Profile and High-Profile Desktop Positions
Wall-Mount Position
To mount an VCX 2102 telephone on a wall, put the bracket on the
opposite end of the telephone in the low-profile position. Pull and twist
the knob on the underside of the phone 90 degrees (Figure 11) so that
the spring- loaded peg projects out on the top of the phone (Item 1 in
Figure 12).
Figure 11 Knob for the Handset Support Peg
108
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Figure 12 shows an VCX 2102 Telephone in the wall-mount position.
Safe wall mounting requires 3/4-inch drywall and 1.5-inch drywall screws.
Figure 12 Wall-Mount Position
1
2
3
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
Every VCX 2101 telephone can be fitted with an optional security
wall-mount bracket that ensures that the device cannot be removed by
unauthorized persons. For how to order this bracket, consult your 3Com
VCX Voice-Authorized Partner. Read and follow the instructions that
come with the bracket.
Opening the 3105 Attendant Console Label Cover
Opening the 3105
Attendant Console
Label Cover
109
For instructions on how to create and print labels, see Printing Labels on
page 32.
Figure 13 3105 Attendant Console Label Cover Tabs
After you print the
labels and then cut
them out, remove
the plastic cover
from the Attendant
Console by pulling
up on the two tabs
at the top of the
Attendant Console
until the top of the
cover pops off.
Moving Your
Telephone
Each VCX telephones is uniquely identified by an IP address. You can
move your telephone to another location within your calling domain,
connect it to any Ethernet jack on the LAN, and still maintain all of your
personalized features, speed dials, and extension number.
Swapping
Telephones
Your administrator assigns a password for your telephone. This password
associates your telephone extension (and mailbox) with your account.
This may allow you to configure another VCX phone in the system to
duplicate your primary phone. This means if you are away from your
primary phone (for example, in a different office), you can program the
local phone to use your extension. Any calls made to your extension will
ring in both locations and you can access your mailbox from either
phone. See the overview section in the chapter that describes your
telephone for more information.
110
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Cleaning Your
Telephone
Always unplug your telephone from the power source and from the
network before you clean it. Use a soft cloth dampened with mild
detergent.
WARNING: Failure to unplug the telephone before you clean it could
result in electrical shock.
Troubleshooting
Problems
Table 9 lists possible problems that you may encounter and the most
likely solutions. Where possible, each solution refers to the section in this
guide where you can find detailed information.
Table 9 Possible Problems
Possible Problem
My telephone has no dial
tone and the display panel
is blank.
Suggested Solutions
■
■
■
■
My telephone has “locked
up.”
■
■
Verify that the power cord is fully inserted in the
correct connector on the underside of the
telephone. Use the strain relief tab to prevent the
cord from becoming unplugged.
Verify that the Ethernet cables are connected and
that each cable is in the proper connection.
Remove and add power to the telephone by
unplugging the power cord at the electric outlet
and plugging it back in.
If the telephone is powered through a powered
Ethernet cable, make sure that power is applied to
the cable at its source.
Your telephone has lost the connection to the
system. Remove the Ethernet cord from the jack,
and then re-insert it into the jack.
Wait a few seconds. If the telephone display panel
still appears to be locked, disconnect the electrical
power for your telephone, and then plug it back in.
Callers cannot leave
Your mailbox may be full. Log in to your voice mailbox
messages on my voice mail. and delete some messages.
When I dial 9 or 8 to access No outside lines are available. Try again in a few
an outside line, the display minutes.
panel shows “All Ports
Busy.”
My telephone is not
forwarding my incoming
calls to my voice mailbox.
Verify that you have activated the Forward to Voice
Mail feature. For details, see Forwarding Calls to Voice
Mail.
Troubleshooting Problems
111
Table 9 Possible Problems (continued)
Possible Problem
Suggested Solutions
On my VCX Business
Verify that you have correctly set up speed dialing. For
Telephone, I added a
details, see Speed Dialing.
One-Touch speed dial, but
the telephone does not dial
that number.
(continued)
My telephone keeps
ringing after I pick up the
handset.
■
■
The display panel shows
“Wait for NCP.”
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.
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.
112
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
INDEX
Numbers
2101 Basic Telephone
figure and features 16
3101 Basic Telephone
figure and features 22
line status lights 27
programmable access buttons 26
3105 Attendant Console 29
creating labels 32
figure and features 31
overview 30
A
access buttons
3101 Basic Telephone 26
accessing the VCX User Interface 94
all calls (call forwarding)
set through VCX User interface 98
All Ports Busy message 110
answering a call 42
B
Barge In 81
bracket
1102, 2102, 2102-IR, security wall-mount 108
2101, telephone support 106
3101 and 3101SP, telephone support 104
bridging extensions
enabling 100
busy line (call forwarding)
set through VCX User interface 98
set with a feature code 75
C
call coverage
forwarding calls to 99
call fallback (call forwarding) 98
call forward
problems with 110
call forwarding
all calls 76, 98
busy line 75, 98
ring no answer 75, 97
setting up 97
call history
through the VCX User Interface 95
viewing 64
call park 77
call pickup 79
feature interaction 80
call waiting 71
Caller ID
sending or blocking 66
caller ID
controlling 100
calling Hunt Group 88
calls
answering 42
answering a second call 42, 49
answering for a group 79
answering for another user 79
camp on 67
dialing a second call 49
dropping 45
forwarding to call coverage 99
forwarding to voicemail 69
forwarding using feature codes 75
forwarding using the VCX User interface 97
holding 48
making 42
missed 46
muting 51
parking 77
redialing 43
tracing a malicious call 53
transferring 49
camp on 67
circular Hunt Group 87
Class of Service
overriding 44
cleaning telephones 110
Complement Attendant Software 29
buttons and keyboard shortcuts 36
features 34
114
INDEX
interface 35
conference call
announced 67
setting up 67
unannounced 67
configuration
interface options 14
connecting telephones
caution, RJ-45 versus RJ-11 jacks 103
electrical power 102
access numbers 87
calling 88
circular 87
feature code 91
feature interaction 90
linear 87
log in or log out feature code 89
logging in 89
overview 86
timeout values 88
types 87
viewing membership and status 91
D
dial tone, troubleshooting an NBX Telephone 110
dialing a remote office
using a site code 44
using a unique extension 43
dialing while on a call 49
directed call pickup 79
directory of users
global 65
local 65
display panel
using 64
Do Not Disturb
activating 52
dropping calls 45
E
electrical shock, avoiding 110
extensions
bridging 100
I
identifying a phone 15
J
joining a monitored call 81
L
line status lights
3101 Basic Telephones 27
linear Hunt Group 87
local user directory 65
logging in 40
M
global user directory 65
group call pickup 79
group paging 78
mailbox
setup 13
making calls 42
Malicious Call Trace 53
message waiting indicator
3101 and 3101SP Basic Telephones 23
microphone
3101SP Basic Telephone 24
missed calls 46
monitoring calls 81
barging in 81
moving telephones 109
music on hold 49
mute ringer 51
muting calls 51
MWI
see message waiting indicators
H
O
holding a call 48
Hunt Groups
overview 12
F
feature codes 57
forward universal (call forwarding)
set through VCX User interface 98
set with a feature code 76
forwarding a call to a remote location 84
forwarding calls 75, 97
G
P
P
paging 78
parking a call 77
password 40
changing 41
for telephone and mailbox access 96
for VCX User Interface 94
changing 95
personal speed dials 71
phone
identifying 15
phone settings
transferring to another phone 68
position, wall-mount bracket 107
problems
solving 101
programmable access buttons
3101 Basic Telephones 26
R
redialing 43
registrations
through the VCX User Interface 96
relocating telephones 109
Remote Call Forward 84
ring no answer (call forwarding)
set through VCX User interface 97
set with a feature code 75
ring patterns
setting through the VCX User Interface 95
RJ-11 jack caution, avoiding use with VCX
telephones 103
RJ-45 jack caution, using instead of RJ11 103
S
security
wall-mount bracket 108
selective ringing
setting through the VCX User Interface 97
Silent Monitor 81
blocking 83
site codes 44
speaker button
3101SP Basic Telephone 24
speaker phone
3101SP Basic Telephone 24
using 43
speed dialing 71
configuring personal numbers 72
dialing personal numbers 74
115
dialing system numbers 75
editing personal numbers 73
personal 71
system 71
viewing configured numbers 75
speed dials
problems with 111
status lights
3101 Basic Telephone 27
support bracket
1102, 2102, 2102-IR, security wall-mount 108
support brackets
2101, attaching 106
3101 and 3101SP, attaching 104
3105, attaching 104
system speed dials 71
T
telephone support brackets
2101 106
3101 and 3101SP 104
3105 104
telephones
cleaning 110
connecting 102
logging in 40
mounting 2101 106
mounting 3101 and 3101SP 104
mounting 3105 104
moving and swapping 109
passwords 40
time zone
setting through the VCX User Interface 96
transferring a call 49
attended 50
serial 50
unattended 50
troubleshooting
list of possible problems 110
U
user directory
through the VCX User Interface 95
user directory (global)
viewing 65
user directory (local)
viewing 65
V
VCX 2101 Basic Telephone
116
INDEX
see 2101 Basic Telephone
VCX 3101 Basic Telephones
see 3101 Basic Telephone
VCX 3105 Attendant Console
see 3105 Attendant Console
VCX Complement Attendant Software
see Complement Attendant Software
VCX User Interface
accessing 94
logging out 100
set up selective ringing 97
setting ring patterns 95
setting the time zone 96
viewing call history 95
viewing phone registrations 96
viewing the user directory 95
voice mail
problems with 110
volume
controlling 47
W
Wait for NCP message 111
wall-mount bracket 107
Z
zone paging 78
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