3Com 3101B Basic Phone

3Com 3101B Basic Phone
NBX Basic Telephone Guide
®
NBX Networked Telephony Solutions
System Release 5.0
Part Number 900-0209-01
Published February 2005
http://www.3com.com/
3Com Corporation
350 Campus Drive
Marlborough, MA
01752-3064
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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
defined in DFARS 252.227-7014 (June 1995) or as a commercial item as defined in FAR 2.101(a) and as
such is provided with only such rights as are provided in 3Com’s standard commercial license for the
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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, the 3Com logo, and NBX are registered trademarks of 3Com Corporation. NetSet and pcXset are
trademarks of 3Com Corporation.
Other brand and product names may be registered trademarks or trademarks of their respective holders.
CONTENTS
ABOUT THIS GUIDE
How to Use This Guide 10
Conventions 10
Documentation 11
Comments on the Documentation
1
12
GETTING STARTED
Setting Up Your Password and Voice Mail for the First Time
NBX NetSet Utility 15
Starting the NBX NetSet Utility 16
Navigation and Shortcut Icons in the NBX NetSet Utility
Quick Reference Guides 17
2
16
3COM 3101 AND 3101SP BASIC TELEPHONES
Telephone Buttons and Controls 19
Programmable Access Buttons 22
Status Lights for System Appearance Buttons
3
13
23
3COM 2101 BASIC TELEPHONE
Telephone Buttons and Controls 25
Programmable Access Buttons 27
Status Icons 28
4
NBX MESSAGING
NBX Messaging Components 29
Important Considerations 30
Changing Your Password 30
Security Tips 31
Changing Your Name Announcement and Personal Greetings
Listening to NBX Messages 32
31
4
Message Indicators 32
Listening from Your Computer 33
Listening from Your 3Com Telephone 33
Listening from Any Internal 3Com Telephone 33
Listening from an External Location 33
Managing Your Messages 34
Information About Your Messages 35
Replying to a Message 35
Forwarding a Message 36
Creating and Sending a Message 37
Using Voice Mail Group Lists 38
Viewing System Groups 38
Creating Personal Groups 38
Modifying or Deleting Personal Groups 39
Marking a Message as Private or Urgent 41
Other Ways to Manage Your Voice Mail Messages 42
Other Kinds of Mailboxes 42
Greeting-Only Mailbox 42
Phantom Mailbox 43
Group Mailbox 43
5
STANDARD FEATURES
Answering a Call 45
Caller ID 46
Answering a Second Call 46
Using the 3Com Telephone Display Panel 47
Tips on Using the Lists 48
Dialing a Call 48
An Internal Call 49
An External Call 49
Redialing a Call 49
Forwarding Incoming Calls 49
Call Coverage Points 50
Condition to Forward Calls 50
Setting Call Forward from the Telephone 50
Setting Call Forward from the NetSet Utility 53
Call Forward Precedence 55
5
Putting a Call on Hold 55
Dialing Another Call 56
More Than One Call 56
Transferring a Call 57
Announced (Screened) Transfer 58
Blind Transfer 58
Direct Mail Transfer 59
Establishing a Conference Call 59
Disconnecting the Last Person That You Called
More About Conference Calls 60
Setting the Volume 61
6
60
PERSONALIZING YOUR TELEPHONE
Guidelines About Features on NBX Telephones 63
Ringer Tones 64
Speed Dials 64
Personal Speed Dials 65
System-wide Speed Dials 66
Special Case: One-Touch Speed Dials 66
Printing Speed Dial Lists 67
Printing Labels 67
Off-Site Notification 68
Managing Off-site Notification Using the Telephone
Do Not Disturb 72
Preventing Unauthorized Use of Your Telephone 73
Telephone Locking 73
Call Permissions 74
Class of Service Override 74
Using a Headset 75
General Headset Instructions 75
Returning to the Headset After a Long Delay 76
7
72
GETTING MORE FROM YOUR TELEPHONE SYSTEM
Listening to Your Messages in Your E-mail
Account (Billing) Codes 80
Caller ID 81
Internal and External Caller ID 81
80
6
Calling Line Identity Restriction (CLIR) 82
Call Pickup 83
Directed Call Pickup on a Specific Telephone 83
Group Call Pickup 83
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups
Automatic Call Distribution 84
Hunt Groups 86
Calling Groups 88
Group Membership 89
Supervisory Monitoring 89
Monitor 90
Whisper 91
Barge-In 91
Change Agent 92
Interactions 92
Call Park 92
Paging 94
Paging the System 94
Paging Zones 95
Configurable Operators 96
How Configurable Operators Work 96
Configuring the Operators 96
Using Message Waiting Indicator to Telephone 97
Sending an MWI Message 97
Retrieving an MWI Message 98
Deleting MWI Messages 98
Cancelling an MWI Message 99
Dialing a Call to a Remote Office 100
Using Unique Extensions 100
Using Site Codes 100
Bridged Extensions 102
Delayed Ringing 102
Using Pulse Dialing 103
Additional Applications 104
8
FEATURE CODES
NBX Tones
105
84
7
Feature Codes with 3Com Telephones
3Com Basic Telephone 107
Using Feature Codes 107
9
106
3COM 3105 AND 1105 ATTENDANT CONSOLES
3Com Attendant Console 112
Access Buttons 112
Feature Buttons 112
Attendant Console Labels 115
Opening the 3105 Attendant Console Label Cover
Complement Attendant Software 116
Managing Calls 117
A
115
TELEPHONE INSTALLATION AND MAINTENANCE
Connecting the Telephone 119
Attaching and Adjusting the Articulating Support Bracket
Attaching and Adjusting the Fixed Support Bracket 123
Low-Profile and High-Profile Positions 123
Wall-Mount Position 124
Security Wall-Mount Bracket 125
Moving Your Telephone 125
Swapping Telephones 125
Cleaning Your Telephone 125
Troubleshooting Problems 125
INDEX
121
8
ABOUT THIS GUIDE
This guide is intended for anyone using:
■
3Com® Basic Telephones
■
3Com Attendant Consoles
■
NBX Complement Attendant Software.
It includes information about using the NBX Voice Mail system and the
NBX NetSet™ administration utility for personal telephone settings.
Devices documented in this guide include:
■
■
Telephones
■
3Com 3101 Basic Telephone
■
3Com 3101SP Basic Telephone
■
3Com 2101 Basic Telephone
Attendant Consoles
■
3Com 3105 Attendant Console
■
3Com 1105 Attendant Console
■
NBX Complement Attendant Software
If the information in the release notes (readme.pdf) on the NBX Resource
Pack CD differs from the information in this guide, follow the instructions
in the release notes.
Analog telephones connected through the Analog Terminal Card or the
Analog Terminal Adapter can use most of the features described in this
book. See the NBX Feature Codes Guide for Analog Telephones in the
NBX NetSet utility.
10
ABOUT THIS GUIDE
How to Use
This Guide
Conventions
Table 1 shows where to look for specific information in this guide.
Table 1 Where to Find Information
If you are looking for information about
Turn to
How to get started with your new telephone
Chapter 1
The 3Com 3101 and 3101SP Basic Telephones
Chapter 2
The 3Com 2101 Basic Telephone
Chapter 3
NBX Voice Messaging features
Chapter 4
Using standard telephone features
Chapter 5
Personalizing your telephone
Chapter 6
Enhanced system features
Chapter 7
Feature codes
Chapter 8
The Attendant Console and Complement Attendant Software
Chapter 9
Telephone maintenance and troubleshooting information
Appendix A
References to all topics in this book
Index
Table 2 defines some commonly used words and phrases in this guide.
Table 2 Common Terms
Term
Definition
Auto Attendant
The set of voice prompts that answers incoming calls and
describes actions that a caller or user can take to access
individual services.
Administrator
The person who is responsible for maintaining your
3Com Networked Telephony Solution.
Receptionist
The person who answers the majority of incoming
telephone calls. In some business environments, this
person may be a switchboard operator.
User
A person who has a single 3Com Telephone or an
analog telephone connected to the NBX system through
an ATC card or the single-port ATA device.
Documentation
11
Table 3 lists conventions that are used throughout this guide.
Table 3 Icons
Icon
Documentation
Type
Description
Information note
Information that describes important features
or instructions.
Caution
Information that alerts you to potential loss of
data or potential damage to an application,
system, device, or network.
Warning
Information that alerts you to potential
personal injury.
The documentation set for 3Com NBX Networked Telephony Solutions is
designed to help NBX telephone users, installers, and administrators
maximize the full potential of the system.
The NBX Resource Pack CD contains many guides to the NBX products
and their related 3Com applications.
When you log in to the NBX NetSet utility as a user, you can view the PDF
versions of the NBX Telephone Guides and NBX Feature Codes Guide by
clicking the icons at the bottom of the screen. You can view the Quick
Reference Guide for your telephone by clicking the Telephone Quick
Reference button.
The NBX NetSet utility also includes a searchable Help system with Help
buttons on each screen.
An administrator who logs in can also see the NBX Installation Guide and
the NBX Administrator’s Guide.
12
ABOUT THIS GUIDE
Comments on the
Documentation
Your suggestions are important to us. They help us to make the NBX
documentation more useful to you.
Please send your e-mail comments about this guide or any of the
3Com NBX documentation and Help systems to:
[email protected]
Include the following information with your comments:
■
Document title
■
Document part number (found on the front or back page)
■
Page number
As always, please address all questions regarding the NBX hardware and
software to your 3Com NBX Voice-Authorized Partner.
1
GETTING STARTED
As soon as you are given a telephone and extension number, you need to
set up a password and record your name announcement and personal
greeting.
This chapter covers these topics:
■
Setting Up Your Password and Voice Mail for the First Time
■
NBX NetSet Utility
■
Quick Reference Guides
For how to access NBX® features from an analog telephone, set your
password as described next and then see the NBX Feature Codes Guide in
the NBX NetSet™ utility.
Setting Up Your
Password and
Voice Mail
for the First Time
The procedure by which you set up your password and voice mailbox for
the first time depends on:
■
The kind of telephone that you have
■
The kind of voice messaging system on your NBX system. Ask your
administrator what kind of voice messaging is active on your system.
Table 4 describes how to set up your first password.
For details on tones and feature codes, see Chapter 8. For details on
tones and feature codes on analog telephones, see the NBX Feature
Codes Guide in the NBX NetSet utility.
14
CHAPTER 1: GETTING STARTED
Table 4 Setting Your NBX NetSet Utility and NBX Messaging Password
Feature
3Com Phones
Analog Telephones
Password — Set Initially
Message button and
If your system uses NBX
follow the voice prompts
Messaging, follow the NBX voice
prompts to set your NBX password
(which is the same for the NBX NetSet
utility and voice messaging) OR use
OR, for systems that do
the NBX NetSet utility, described next.
not use NBX Messaging:
If your system uses a voice
Feature
messaging application other than
+ 434
NBX Messaging, use this code
+ new password
sequence to set your password for
+#
the NBX NetSet utility. 3Com
+ repeat your new
recommends that you use the same
password
password for the NBX NetSet utility
+#
and your messaging application.
For all voice messaging systems:
■
■
Use only 4- to 10-digit numbers
500 ** and follow the
voice prompts
OR, for systems that do
not use NBX Messaging:
#
(Feature Entry Tone)
+ 434
(Feature Entry Tone)
+ new password
+#
(Feature Entry Tone)
+ repeat your new
password
+#
(Confirmation Tone)
Do not use letters, *, or # as part
of your password.
Password — Change
If your system uses NBX
Messaging, follow the NBX voice
prompts to change your NBX
password (which changes your NBX
NetSet utility password, because they
are the same) OR use the NBX NetSet
utility, described next.
If your system uses a voice
messaging application other than
NBX Messaging, use this code
sequence to change your password
for the NBX NetSet utility. 3Com
recommends that you use the same
password for the NBX NetSet utility
and your voice messaging application.
For all voice messaging systems:
■
If you forget your password, the
administrator can reset it to your
extension. Then use this code (for
applications other than NBX
Messaging) or the NBX voice
prompts to change it.
Message button
+ current password
+#
+9
+2
+ follow the prompts
500 **
+ extension number
+ current password
+#
+9
+2
+ follow the prompts
OR, for systems that do
not use NBX Messaging:
OR, for systems that do
not use NBX Messaging:
Feature
+ 434
+ current password
+#
+ new password
+#
+ repeat your new
password
#
(Feature Entry Tone)
+ 434
(Feature Entry Tone)
+ current password
+#
(Feature Entry Tone)
+ new password
+#
(Feature Entry Tone)
+ repeat your new
password
+#
(Confirmation Tone)
NBX NetSet Utility
15
After you have set your initial NBX password, continue to follow the voice
prompts to record your name announcement. Your name announcement
tells callers that they have reached your voice mailbox.
Then follow the voice prompts to record your personal greeting. Your
personal greeting lets callers know important information about you, for
instance, that you are on vacation, available at another number, or
unavailable for a specified amount of time.
At any time you can change these greetings or record more than one
personal greeting and choose which one is active. See “Changing Your
Name Announcement and Personal Greetings” in Chapter 4.
NBX NetSet Utility
The NBX NetSet utility has two interfaces:
■
Administrator — Your administrator logs in with a special password
and uses the NBX NetSet utility to manage and configure system-wide
telephone settings and many of the settings for your telephone.
■
User — As a telephone user, you log in to the NBX NetSet utility with
your own system ID (your extension) and password to:
■
■
■
■
View and change your telephone’s personal settings, such as speed
dials, ringer tone, and specify where you want your calls to go
when you cannot answer them (your call coverage points).
Listen to and delete your voice messages from your computer as an
alternative to managing calls on your telephone.
View your call permissions, certain current feature settings, and the
internal user directory to call other users on your system.
Log in to and out of one or all ACD groups, hunt groups, and
calling groups of which your telephone is a member.
See Chapter 5, Chapter 6, and Chapter 7 for discussions about the
standard and enhanced features that you can monitor and change in the
NBX NetSet utility. See Chapter 4 for voice messaging features.
If your NBX system uses a messaging application other than NBX
Messaging, off-site notification and other voice messaging features are
available through your messaging application. See the application’s
documentation rather than using this Guide.
16
CHAPTER 1: GETTING STARTED
Starting the NBX
NetSet Utility
To use the NBX NetSet utility, you need a computer that is connected to
your local area network (LAN) and that has a web browser. (You do not
need Internet access.) To start the NBX NetSet utility:
1 Ask your administrator for the IP address (or DNS host name) for your
NBX system. In the web browser on your computer (Microsoft Internet
Explorer version 5.5 or later is optimal), enter the IP address (or DNS host
name) in the Address field, and then press Enter. The NBX NetSet utility
login screen appears.
You cannot log in to the NBX NetSet utility until you establish your
password through your telephone using NBX voice prompts or the
Feature Code sequence. See Table 4 earlier in this chapter.
2 Click User to log in as a user. The password dialog box appears.
3 Type your NBX NetSet utility user identification (always your 3-digit or
4-digit telephone extension) and your NBX NetSet utility password, and
then click OK.
Navigation and
Shortcut Icons
in the NBX NetSet
Utility
The icons at the lower right of any Personal Settings window allow you
or your administrator to navigate to the following features:
Table 5 Navigation Icons
Icon
Action
Where You Go
Back
■
■
Help
For the User goes to the main NBX NetSet utility login
dialog box
For the Administrator goes to the NBX NetSet utility main
menu window
Help for the fields and procedures related to the screen
Click the icons below the window to go directly to these features:
One-Touch Speed Dials
(not available on 3Com® 3100
Entry Telephone)
Off-Site Notification
Quick Reference Guides
17
Telephone Guides
(including this guide)
NBX Feature Codes Guide
Quick Reference
Guides
To open and print a copy of the Quick Reference Guides for the most
frequently used features on your telephone:
1 Log in to the NBX NetSet utility. See “Starting the NBX NetSet Utility”
earlier in this chapter.
2 Click Telephone Quick Reference. The quick reference guide that
pertains to your telephone appears. Adobe Acrobat Reader 5.0 or higher
is required to view the file. Adobe Acrobat Reader is available free from
the Adobe Web site:
www.adobe.com
18
CHAPTER 1: GETTING STARTED
2
3COM 3101 AND 3101SP
BASIC TELEPHONES
This chapter describes the buttons, controls, and features on the 3Com®
3101 and 3101SP Basic Telephones.
The chapter covers these topics:
■
Telephone Buttons and Controls
■
Programmable Access Buttons
■
Status Lights for System Appearance Buttons
For how these features work on an analog telephone that is connected to
the NBX® system, click the NBX Feature Codes Guide icon below any
screen in the NBX NetSet™ utility.
The 3Com 3101 Basic Telephone (3C10401A) does not include a
microphone, which means it does not support speaker phone operation.
The 3Com 3101SP Basic Telephone (3C10410SPKRA) has a microphone
and supports speaker phone operation. All other features operate the
same on the two telephones.
Telephone Buttons
and Controls
Figure 1 shows the buttons and controls on the 3Com 3101SP Basic
Telephone. The 3Com 3101 Basic Telephone does not include a
microphone, 8, or a speaker button and its indicator light, 10. All other
controls are identical on the two telephones.
20
CHAPTER 2: 3COM 3101 AND 3101SP BASIC TELEPHONES
Figure 1 3Com 3101SP Basic Telephone
1 Soft buttons — Allow you to select items that are displayed in the
telephone display panel.See “Using the 3Com Telephone Display Panel”
in Chapter 5. The buttons, from left to right, are:
■
Slct (Select)
■
Back (returns you to the next higher level in the menu)
■
Exit (leaves the display panel menus)
2 Message Waiting Indicator (MWI) — When lit, indicates that you have
one or more new voice mail messages in your voice mailbox. Also, this
indicator flashes when your telephone rings.
3 Display panel — Displays telephone status messages, Caller ID
information (if enabled), and the number of messages that you have in
your voice mail mailbox. You can also use it to view these items:
■
Logs of your recent missed, answered, and dialed calls
■
A directory of people’s names in your organization
■
Personal speed dial numbers
Telephone Buttons and Controls
■
System-wide speed dial numbers
■
Call forward setting for all calls
21
4 Scroll buttons (Up, Down, Left, Right, Center) — Allow you to scroll
through the items in the telephone display panel. See “Using the 3Com
Telephone Display Panel” in Chapter 5. The left, right, and center buttons
are reserved for future use.
5 Message button — Accesses your voice mail messages through the NBX
Messaging system. See “Listening to NBX Messages” in Chapter 4.
6 Hold button — Places a caller on hold. See “Putting a Call on Hold” in
Chapter 5.
7 Label area for Access buttons — You can use the NBX NetSet utility to
create a new label if you change any button mappings.
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 Programmable Access buttons — Allow you and your administrator to
assign features to specific buttons. See “Programmable Access Buttons”
and “Status Lights for System Appearance Buttons” later in this chapter.
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.
The 3Com 3101SP Basic Telephone includes a microphone and supports
speaker phone operation. The 3Com 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 “Setting the Volume” in Chapter 5.
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.
22
CHAPTER 2: 3COM 3101 AND 3101SP BASIC TELEPHONES
14 Volume up — Raises the volume of the ringer, the speaker, or the
handset. See “Setting the Volume” in Chapter 5
15 Speaker
16 Handset
Programmable
Access Buttons
Figure 2 displays the Access buttons on the 3Com 3101 and 3101SP
Basic Telephones. By default, the functions assigned to these buttons are
set by your administrator and you cannot change their functions unless
your administrator defines one or more buttons as User Speed Dials.
To view or change the current features on your telephone’s buttons, click
the Shortcut to One-Touch Speed Dials icon below any NBX NetSet
utility screen. Buttons that you can change are marked with an asterisk
and the description “User SPD” on the One-Touch Speed Dials screen.
Click the Help button on the screen for detailed instructions.
Figure 2 Access Buttons
3Com 3101SP
(3C10401SPKRA)
3Com 3101
(3C10401A)
Access buttons have these default settings:
1 System Appearance button.
2 System Appearance button.
3 Feature button — Allows you to access features that are not directly
assigned to an Access button on your telephone. See “Using Feature
Codes” in Chapter 8 for a list of features and codes and how to use
them.
Status Lights for System Appearance Buttons
23
4 Transfer button — Sends the currently active call to another telephone.
The telephone LabelMaker, which is available through the NBX NetSet
utility, enables you to define and print a new label for your Access
buttons.
Status Lights for
System Appearance
Buttons
An Access button that is set up for incoming and outgoing calls is called a
System Appearance button. The light beside each System Appearance
button indicates the status. See Table 6.
Table 6 Status Indicator Lights for System Appearance Buttons
If the light is
The line is
Off
Available for use
Steady
In use
Blinking quickly
Ringing
Blinking slowly
On hold
24
CHAPTER 2: 3COM 3101 AND 3101SP BASIC TELEPHONES
3
3COM 2101 BASIC TELEPHONE
This chapter describes the buttons, controls, and features that are specific
to the 3Com® 2101 Basic Telephone. It covers these topics:
■
Telephone Buttons and Controls
■
Programmable Access Buttons
■
Status Icons
For how these features work on an analog telephone that is connected to
the NBX® system, click the NBX Feature Codes Guide icon below any
screen in the NBX NetSet™ utility.
Telephone Buttons
and Controls
Figure 3 shows the buttons and controls on the 3Com 2101 Basic
Telephone.
26
CHAPTER 3: 3COM 2101 BASIC TELEPHONE
Figure 3 3Com 2101 Basic Telephone
The 3Com 2101 Basic Telephone has these features:
1 Handset
2 Hook switch (under the handset) — Pressing and releasing the hook
switch gives you a dial tone. This feature is used with Call Park. See “Call
Park” in Chapter 7.
3 Display panel — Displays telephone status messages (see Table 7), Caller
ID, Locked Telephone, and other feature information (if enabled), and the
number of messages in your voice mail mailbox. You can also use it to
view these items:
■
Logs of your recent missed, answered, and dialed calls
■
A directory of people’s names in your organization
■
Personal speed dial numbers
■
System-wide speed dial numbers
■
Call forward setting for all calls
Programmable Access Buttons
27
4 Soft buttons — Allow you to select items that are displayed in the
telephone display panel. See “Dialing a Call” in Chapter 5. The buttons,
from left to right, are:
■
Slct (Select)
■
Back (returns you to the next higher level in the menu)
■
Exit (leaves the display panel menus)
5 Scroll buttons — Allow you to scroll through the items in the telephone
display panel. See “Using the 3Com Telephone Display Panel” in
Chapter 5.
6 MSG (Message) button — Accesses your voice mail messages through
the NBX Messaging system. See “Listening to NBX Messages” in
Chapter 4.
7 Telephone key pad
8 Volume control buttons — Raise or lower the volume of the ringer, the
handset, or the headset. See “Setting the Volume” in Chapter 5.
9 Hold button — Places a caller on hold. See “Putting a Call on Hold” in
Chapter 5.
10 Transfer button — (factory default setting) Sends the currently active
call to another telephone. See “Programmable Access Buttons” later in
this chapter.
11 Call Toggle button — (factory default setting) Similar to a Hold button,
enables you to switch between two calls. See “Programmable Access
Buttons” later in this chapter.
12 Feature button — (factory default setting) See “Programmable Access
Buttons” later in this chapter.
Programmable
Access Buttons
The 3Com 2101 Basic Telephone has three programmable Access
buttons. The factory-default settings for these buttons are (from left to
right):
■
Feature — Allows you to access features that are not directly
assigned to an Access button on your telephone. See “Using Feature
Codes” in Chapter 8 for a list of features and codes and how to use
them.
■
Call Toggle — Available only on the 3Com 2101 Basic Telephone. Use
this button to manage two telephone calls at the same time. See
“Answering a Call” in Chapter 5.
28
CHAPTER 3: 3COM 2101 BASIC TELEPHONE
■
Transfer — Sends the currently active call to another telephone. See
“Transferring a Call” in Chapter 5.
Your administrator can program these buttons for other commonly used
functions. However, changing the settings for the Feature or Call Toggle
buttons greatly reduces your ability to use some of the NBX system
features.
Status Icons
Your 3Com 2101 Basic Telephone allows you to use two telephone lines
at the same time.
On the display panel, the behavior of the telephone icon next to the
number 1 (for Line 1) on the first row, or 2 (for Line 2) on the second row,
indicates the status of the lines. See Table 7.
Table 7 Status Indicator Behavior for the Telephone Icons in the Display Panel
If the telephone icon is
The line is
Not displayed
Available for use
Steady
In use
Blinking quickly
Ringing
Blinking slowly
On hold
4
NBX MESSAGING
This chapter describes the NBX® Networked Telephony Solutions voice
messaging features. It covers these topics:
NBX Messaging
Components
■
NBX Messaging Components
■
Changing Your Password
■
Changing Your Name Announcement and Personal Greetings
■
Listening to NBX Messages
■
Replying to a Message
■
Forwarding a Message
■
Creating and Sending a Message
■
Using Voice Mail Group Lists
■
Marking a Message as Private or Urgent
■
Other Ways to Manage Your Voice Mail Messages
■
Other Kinds of Mailboxes
A key component of the NBX Networked Telephony Solutions is the
NBX Messaging system, which includes voice mail, off-site notification,
and several administrative features. Voice mail allows callers to leave voice
messages in your voice mailbox when you are not able to answer your
telephone. You can listen to, save, and forward those messages from any
touch-tone telephone.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of the
instructions in this chapter. Exception: Use the procedures in “Changing
Your Password” regardless of your messaging application.
30
CHAPTER 4: NBX MESSAGING
Important
Considerations
Changing Your
Password
■
The steps are the same for initially setting up the name
announcement, personal greetings, and passwords for personal,
greeting-only, and phantom mailboxes. See “Setting Up Your
Password and Voice Mail for the First Time” in Chapter 1 for details.
(Your administrator creates group mailboxes and their passwords.)
■
For changes to passwords and greetings, see “Changing Your
Password” and “Changing Your Name Announcement and Personal
Greetings” later in this chapter.
■
The default setting for the maximum length of each voice mail
message on the system is 5 minutes. Your administrator can configure
your organization’s NBX Messaging system to receive and store voice
mail messages that are up to 10 minutes long.
■
Use the Off-Site Notification feature if you want the NBX system to
notify you when callers leave voice mail messages in your voice
mailbox. See “Off-Site Notification” in Chapter 6.
■
With a touch-tone telephone, you are able to bypass system messages
using option buttons if you are configuring passwords and greetings.
However, you cannot bypass voice mail messages in this manner.
You use the same 4-digit to 10-digit password to log in to the NBX
NetSet™ utility and to access your NBX voice mail. You can change this
password with your telephone (using the NBX voice prompts or a feature
code) or through the NBX NetSet utility.
To set up your password for the first time, see Table 4 and “NBX NetSet
Utility” in Chapter 1. Table 4 also describes how to change your
password.
If you forget your password, the administrator can set it to be your
extension number. Then follow the instructions in Table 4 in Chapter 1 to
change it to a more secure password. Also see “Security Tips” next.
If your NBX system uses a messaging system other than NBX Messaging:
■
Use the feature code method described in Table 4 in Chapter 1 to set
and change the NBX NetSet utility password.
■
3Com recommends that you use the same password for your voice
messaging system and for the NBX NetSet utility.
Changing Your Name Announcement and Personal Greetings
Security Tips
Changing Your
Name
Announcement and
Personal Greetings
31
■
Change your password often.
■
Do not use passwords that can easily identify you, such as your phone
extension or birth date.
■
Avoid simple passwords such as 1234 or 0000.
■
Use numbers only; do not use letters, *, or # as part of your password.
■
Longer passwords are more secure. You can use up to 10-digits for
your password.
■
Never tell your password to anyone.
You set name announcement and personal greeting when you first set
your voice mail. See “Setting Up Your Password and Voice Mail
for the First Time” in Chapter 1. Change your personal greeting often, to
ensure that callers hear up-to-date information.
You can record up to five personal greetings and choose which to use
from the telephone. You can also review, delete, or choose which to
make active with the NetSet utility.
If appropriate, you may also want to change the greeting for an extension
that is a “greeting-only mailbox,” so that callers do not attempt to leave
messages. See “Greeting-Only Mailbox” later in this chapter.
To change your name announcement or personal greetings:
1 Log in to your mailbox at your telephone or remotely.
2 Press 9 for Mailbox Options and then press 1.
3 To review or change your name announcement, press 1 and follow the
prompts.
4 To review or change your personal greetings, press 2 and follow the
prompts.
Using the NetSet utility, you can review or delete a personal greeting or
choose which of your recorded greetings to make active.
To hear or delete your personal greetings or choose your active personal
greeting from the NetSet utility:
1 Log in to the NetSet utility with your extension and password.
2 Select NBX Messaging > Personal Greeting.
32
CHAPTER 4: NBX MESSAGING
3 Select a greeting.
a Click Select to choose the greeting as the active greeting.
b Click Listen to hear the greeting.
c Click Delete to delete the greeting. You cannot delete greeting
number 1; you can re-record it through the phone.
If you forget your password, the administrator can set it to be your
extension number. Then follow the instructions in Table 4 in Chapter 1 to
change it to a more secure password. Also see “Security Tips” earlier in
this chapter.
Listening to NBX
Messages
You can listen to your NBX voice mail messages from your 3Com®
Telephone, from any touch-tone telephone, or by logging in to the NBX
NetSet utility. After you listen to messages, you can save or delete them
to clear them from the New Messages queue. For how to set up your
NBX NetSet utility password the first time, see Table 4 and “NBX NetSet
Utility” in Chapter 1.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of these
instructions.
Message Indicators
Here is how you can tell if you have messages in your mailbox:
■
On a 3Com 3101 or 3101SP Basic Telephone — The indicator bar
above the display panel is lit, and the display panel shows the number
of messages. Example: 3 Msgs 2 New.
■
On a 3Com 2101 Basic Telephone — The display panel shows the
number of messages. Example: 3 Msgs 2 New.
■
On an analog telephone — Pick up the handset. If you hear the
New Messages Tone (rapid stutter tone), you have new messages or
messages that you have listened to but have not yet saved or deleted.
For information on accessing NBX features from an analog telephone,
see the NBX Feature Codes Guide in the NBX NetSet utility.
■
In the NBX NetSet utility — Log in as a user. The list of your
messages appears in the Voice Mail Messages area on the NBX
NetSet > User Information screen. A new message has a * next to
it. A forwarded messages has -->Fw: next to it.
Listening to NBX Messages
Listening from Your
Computer
33
To listen to your messages from your computer, you must have a way of
playing audio files:
■
A USB audio device such as a USB headset and an operating system
that supports USB
OR
■
A sound card, an application such as Windows Media Player, and
either headphones or speakers
1 Log in to the NBX NetSet utility with your extension and password.
2 Select a message in User Information > Voice Mail Messages.
3 Click Listen.
4 The third-party application downloads the voice message and plays it.
5 To delete the message, select the message and then click Delete.
Listening from Your
3Com Telephone
To listen to your messages from your own 3Com Telephone:
1 Pick up the handset and press the Message button to access the
mailbox.
2 At the prompt, dial your password and press #.
3 See Table 8 for the buttons that you use to manage your messages.
Listening from Any
Internal 3Com
Telephone
To listen to your messages from any 3Com Telephone other than your
own within your NBX system:
1 Pick up the handset and press the Message button.
2 Press * and dial your extension. You hear your name announcement.
3 Dial your password and press #.
4 See Table 8 for the buttons that you use to manage your messages.
Listening from an
External Location
To listen to your messages from an external telephone:
■
If you can dial your telephone extension directly — Press *
during your personal greeting. At the prompts, enter your extension
and password, and press #.
34
CHAPTER 4: NBX MESSAGING
■
If you call the main telephone number of your organization
and:
■
■
Managing Your
Messages
The Automated Attendant answers — Press * * during your
personal greeting. At the prompts, enter your extension and
password, and press #.
The receptionist answers — Ask to be transferred to your voice
mail. Press * during your personal greeting. At the prompts, enter
your extension and password, and press #.
Use these buttons to manage your messages:
Table 8 Managing Messages
Play or repeat a message.
Save the message.
Delete the message from your mailbox. You cannot
retrieve a message after you delete it.
Reply to the message. See “Replying to a Message”
later in this chapter.
Forward the message. See “Forwarding a Message”
later in this chapter.
Listen to date, time, and sender information about
the message. See “Information About Your
Messages” next.
Back up 3–5 seconds in the current message.
Pause the current message for up to 20 seconds.
Move ahead 3–5 seconds in the current message.
Move to the next message.
Return to the main menu.
Replying to a Message
Information About
Your Messages
35
To listen to date, time, and sender information about a message in your
mailbox, press 6 during or after the message, and then press one of these
buttons:
Date and time information.
Sender information.
Listen to the previous message.
Replying to a
Message
You can send a reply to a voice mail message, provided that the NBX
system has received the necessary caller ID information.
If you receive a message that is marked Private, you can reply to the
originator, but you cannot forward the message to others.
To reply to a message after you listen to it:
1 Press 4.
If the message has been sent to more than one person, press 1 to reply
only to the sender or press 2 to reply to all of the recipients.
2 After the tone, record your reply.
3 Hang up, or press # for more options.
4 If you press #, press one of these buttons:
Send your reply.
Re-record your reply.
Listen to your reply.
Mark the message Private or Urgent. See “Marking a
Message as Private or Urgent” later in this chapter.
Cancel your message.
36
CHAPTER 4: NBX MESSAGING
Forwarding a
Message
You can forward most messages, with or without comments.
If you receive a message that is marked Private, you cannot forward it.
To forward a message:
1 Log in to your voice mailbox at your telephone or remotely.
2 Listen to a message that you want to forward, and press 5.
3 After the tone, record an introductory message and then press # OR if
you choose not to record a comment, press # when you hear the tone.
4 Optionally, press one of these buttons, OR proceed to step 5.
Re-record your introductory comment.
Listen to your introductory comment.
Mark the message Private or Urgent. See “Marking a
Message as Private or Urgent” later in this chapter.
Cancel your message.
5 When you are ready to forward the message, press 1.
6 Dial one of these destination numbers plus #:
■
The internal extension or mailbox number of the recipient
■
A speed dial number. See “Speed Dials” in Chapter 6.
■
A voice mail group list number. (See “Using Voice Mail Group Lists”
later in this chapter.)
■
A site code plus extension (to send to a user on another NBX system in
your organization). Example: neee or neeee (where n = one or more
site code digits and e = the extension digits on the other system).
For valid site codes in your organization, see your administrator.
7 To forward the message to several recipients, dial each destination
number followed by #.
8 After the last destination number and its #, press # again to send your
message.
9 Follow the prompts to delete or save the message you just forwarded.
Creating and Sending a Message
Creating and
Sending a Message
37
To create and send a message directly without actually making a call,
follow these steps:
1 Log in to your mailbox at your telephone or remotely.
2 Dial 2 to select Create and Send a Message.
3 At the tone, record a message that is at least 2 seconds long, and press #
to end the recording.
4 Optionally, press one of these buttons, OR proceed to step 5.
Re-record the message.
Review the message.
Mark the message Private or Urgent. See “Marking a
Message as Private or Urgent” later in this chapter.
Cancel the message.
5 When you are ready to send the message, press 1.
6 Dial one of these destination numbers plus #:
■
The internal extension or mailbox number of the recipient
■
A speed dial number. See “Speed Dials” in Chapter 6.
■
A voice mail group list number. (See “Using Voice Mail Group Lists”
later in this chapter.)
■
A site code plus extension (to send to a user on another NBX system in
your organization). Example: neee or neeee (where n = one or more
site code digits and e = the extension digits on the other system)
For valid site codes in your organization, see your administrator.
7 To send the message to several recipients, dial each destination number
followed by #.
8 After the last destination number and its #, press # again to send your
message.
38
CHAPTER 4: NBX MESSAGING
Using Voice Mail
Group Lists
A Voice Mail Group, also called a mail group or mail list, is a collection of
extensions with a special “group number.” Use it to send a message to
everyone on the list at the same time.
A Voice Mail Group is not the same as an ACD Group, Hunt Group, or
Calling Group. See “Automatic Call Distribution Groups, Hunt Groups,
and Calling Groups” in Chapter 7.
Viewing System
Groups
System Voice Mail Groups can be set up by your administrator. You can
send a message to everyone in a System Voice Mail Group by using * plus
the two-digit group number.
You can see a list of System Voice Mail Groups and the membership of
each group through the NBX NetSet utility.
To view System Voice Mail Groups:
1 Log in to Netset > NBX Messaging > System Group List. A list of
System Group IDs and Names displays.
2 To view the membership of any group, select the group and click
Membership.
Creating Personal
Groups
You can create your own Personal Voice Mail Group either through the
telephone or through the NBX NetSet Utility.
To create a personal voice mail list through the telephone:
1 Log in to your mailbox at your telephone or remotely.
2 Dial 9 for Mailbox Options.
3 Dial 3 for Group Lists, and then 2 for Create Group.
4 Dial a 2-digit number, 01–99, which becomes the Group Number.
5 After the tone, speak a name for the group, and press #.
6 Dial one of these numbers:
■
1 to save the group name and proceed to step 7
■
2 to change the group name and return to step 5
■
* to exit without saving
Using Voice Mail Group Lists
39
7 Dial one of these destination numbers plus #:
■
The internal extension or mailbox number of the recipient
■
A speed dial number. See “Speed Dials” in Chapter 6
■
Another personal or system group list number
■
A VPIM extension
■
A site code plus extension (to send to a user on another NBX system in
your organization). Example: neee or neeee (where n = one or more
site code digits and e = the extension digits on the other system)
For valid site codes in your organization, see your administrator.
8 When you have added all of the destination numbers, press:
■
1 to save the group list
■
2 to cancel creating the group
■
** to return to the previous menu
OR hang up.
To create a Personal Voice Mail List through the NBX NetSet Utility:
1 Log in Netset > NBX Messaging > Personal Group List. You see a list
of your current personal voice mail groups with Group IDs and Group
Names.
2 Click Add.
3 Enter a Group ID, a number from 01–99 that is not used for a current
group.
4 Enter a Name for the new group.
5 Enter any VPIM extensions in the VPIMs box.
6 Select members from the Non-Members list and move them to the
Members list by clicking the left arrow.
7 Click Apply and OK to complete the list.
Modifying or
Deleting Personal
Groups
You can review your Personal Voice Mail Groups, add members, or delete
a group from the telephone or from the NBX NetSet utility.
To review or modify a Personal Voice Mail Group from the telephone:
1 Log in to your mailbox at your telephone or remotely.
2 Dial 9 for Mailbox Options.
40
CHAPTER 4: NBX MESSAGING
3 Dial 3 for Group Lists.
4 Press 1, 3, or 4:
Review your list of groups.
Create a group.
Delete a group.
Add or delete group members. See step 5.
Return to the main menu.
5 To add members to a group or delete members from one, press 4.
a To add one or more members to the group, dial one of these
destination numbers plus #:
■
The internal extension or mailbox number of the recipient
■
A speed dial number. See “Speed Dials” in Chapter 6.
■
Another personal or system group list number
■
A VPIM extension
■
A site code plus extension (to send to a user on another NBX
system). Example: neee or neeee (where n = one or more site
code digits and e = the extension digits on the other system). For
valid site codes for your organization, see your administrator.
b To delete one or more members from the group, dial the destination
number that you want to delete and then press 1.
6 When you have added or deleted all of the destination numbers, press:
■
1 to save the modified group list
■
2 to cancel this modification to the group
■
** to return to the previous menu
OR hang up.
Marking a Message as Private or Urgent
41
To review or modify a Personal Voice Mail Group from the NBX NetSet
utility:
1 Log in Netset > NBX Messaging > Personal Group List. You see a list
of your current personal voice mail groups.
2 Select the group to review or modify.
3 Click Modify.
4 You can change the Name for the group.
5 You can enter any VPIM extensions in the VPIMs box.
6 You can select members from the Non-Members list and move them to
the Members list by clicking the left arrow. OR select members from the
Members list and move them to the Non-Members list by clicking the
right arrow.
7 Click Apply and OK to complete your changes.
To delete a Personal Voice Mail Group from the NBX NetSet utility:
1 Log in Netset > NBX Messaging > Personal Group List. You see a list
of your current personal voice mail groups.
2 Select the group to delete.
3 Click Remove.
4 Click Yes to confirm.
Marking a Message
as Private or Urgent
When you compose a voice message, you can select Private or Urgent
from the delivery options. If you do not select a delivery option, your
message is sent as a Normal message.
■
Private Messages — The recipient cannot forward the message to
others.
■
Urgent Messages — Places the message at the beginning of the
recipient’s message queue. Urgent messages are heard first.
1 Follow the steps in “Replying to a Message”, “Forwarding a Message”,
or “Creating and Sending a Message” earlier in this chapter.
2 In step 4 of those instructions, press 9.
42
CHAPTER 4: NBX MESSAGING
3 To mark the message Urgent, press 1. To mark the message Private,
press 2.
4 To send the marked message, press 1, or listen to the prompts for other
choices.
Other Ways to
Manage Your Voice
Mail Messages
You can listen to and, in some configurations, delete your voice messages
from within an e-mail application or a messaging application using your
Internet browser. For details, see “Listening to Your Messages in Your
E-mail” in Chapter 7.
Other Kinds of
Mailboxes
The NBX system allows you (for the greeting-only mailbox) or the
administrator (for phantom or group mailboxes) to set up mailboxes for
special situations, as described in this section.
Greeting-Only
Mailbox
When you designate your mailbox as a greeting-only mailbox, callers hear
your personal greeting but they cannot leave a voice mail message.
To change your voice mailbox to a greeting-only mailbox, select
NBX NetSet > NBX Messaging > Greeting Only Mailbox.
Examples:
■
When you take an extended leave of absence, you can create a
personal greeting with your scheduled date of return and whom to
call during your absence. Callers can be transferred but are unable to
leave voice messages for you. When you return, clear the Greeting
Only Mailbox check box so that callers can leave messages again.
■
If you are a teacher, you can create a new personal greeting on the
school’s NBX system every day to explain homework assignments.
Students call in to the greeting-only mailbox to get the homework
information but cannot leave a message for you on this mailbox.
■
If you are the administrator, you can create a greeting-only mailbox
and use the personal greeting to post information for employees, such
as a notice that the offices are closed because of bad weather.
When you create the personal greeting, remember to tell callers that they
cannot leave messages in this voice mailbox. For instructions on changing
the personal greeting, see “Changing Your Name Announcement and
Personal Greetings” earlier in this chapter.
Other Kinds of Mailboxes
43
In addition to preventing a caller from leaving a message, a greeting-only
mailbox does not allow anyone to forward or create and send a message
to it or reply to a message that was sent from its extension
Avoid adding a greeting-only mailbox to a personal voice mail group list.
Phantom Mailbox
A phantom mailbox does not have an actual telephone associated with it.
The administrator sets up a phantom mailbox.
Examples:
■
If you are a sales representative who travels constantly for your
organization and never comes into the office, you still need a way to
receive telephone messages. Using your phantom mailbox, you can
retrieve, forward, and save messages in the same way that any other
employee can but without a physical telephone connected to your
NBX system.
■
If you are an employee who lives a long distance from your office and
works from home, customers and others can leave messages in the
your phantom mailbox and you can call in to the NBX system to
retrieve them, or you can listen to them from the NBX NetSet utility.
You retrieve messages from a phantom mailbox in the same way that you
retrieve messages from a personal mailbox. See “Listening to NBX
Messages” earlier in this chapter.
Group Mailbox
A group mailbox is a voice mailbox from which a group of users can
retrieve messages. Your administrator creates group mailboxes and can
explain how to retrieve messages that are left in the group mailbox.
Example:
■
During nonbusiness hours, the system can send incoming telephone
calls for your sales department to a group mailbox. Your administrator
assigns to the appropriate sales people the ability to listen to, forward,
or otherwise handle all messages that are directed to the group
mailbox.
44
CHAPTER 4: NBX MESSAGING
5
STANDARD FEATURES
This chapter describes standard features of the NBX® Telephones. It
covers these topics:
■
Answering a Call
■
Using the 3Com Telephone Display Panel
■
Dialing a Call
■
Forwarding Incoming Calls
■
Putting a Call on Hold
■
Transferring a Call
■
Direct Mail Transfer
■
Establishing a Conference Call
■
Setting the Volume
For help on accessing NBX features from an analog telephone, see the
NBX Feature Codes Guide in the NBX NetSet™ utility.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of the
instructions in this chapter.
Answering a Call
To answer an incoming call, pick up the handset If you are using a
3Com® 3101SP Basic Telephone, you can press
(Speaker).
An unanswered call on any telephone on the NBX system is forwarded to
the call coverage point that you specify in NBX NetSet > User
Information > Call Forward Default or Call Forward Override. To
specify the number of times that your telephone rings before the call is
forwarded or to specify where you want the call to go, see “Forwarding
Incoming Calls” later in this chapter.
46
CHAPTER 5: STANDARD FEATURES
Caller ID
Answering a
Second Call
The display panel on your 3Com Telephone shows the name and
extension of an internal caller. For an external caller, if your organization
purchases Caller ID service from your telephone company and if the
external caller allows Caller ID information to be broadcast, the display
panel shows the external caller’s name and telephone number.
On 3Com 3101 and 3101SP Basic Telephones, when a new call arrives
while you are on a call:
1 Press
to put the current call on hold.
2 Press the Access button for the line on which the new call is arriving.
3 To return to the earlier call, hang up the new call, or put it on hold, or
transfer it, and then press the Access button for the original call.
On the 3Com 2101 Basic Telephone, use Table 9 to manage the two
lines.
Table 9 Managing Multiple Calls on the 3Com 2101 Basic Telephone
Line A
Line B
How to Manage New Calls
Active call
Ringing
To answer the incoming call, press Call Toggle. (If
you do not answer, the system sends the second call
to your call coverage point.)
Active call
On hold
To toggle to the call that is on hold, press Call
Toggle. To return to the first call, press Call Toggle.
On hold
Ringing
If you have placed one call on hold:
■
■
On hold
On hold
And you do not hang up the handset, and the
other line rings, press Call Toggle to return to the
call on hold. Then press Call Toggle to answer
the incoming call.
And you do hang up the handset and the other
line rings, pick up the handset to connect to the
incoming call. Press Call Toggle to switch calls.
If you have placed two calls on hold:
■
■
And you do not hang up the handset, press Call
Toggle to return to the call you most recently
placed on hold. Then press Call Toggle again to
return to the line you first placed on hold.
And you do hang up the handset, pick up the
handset to return to the call you most recently
placed on hold. Then press Call Toggle to be
connected to the line you first placed on hold.
Using the 3Com Telephone Display Panel
47
Table 9 Managing Multiple Calls on the 3Com 2101 Basic Telephone
Line A
Line B
How to Manage New Calls
Active or on
hold
On hold
If a third call comes in while you have one active call
and one on hold, or two calls on hold, the system
forwards the third caller directly to your call
coverage point. See “Forwarding Incoming Calls” in
Chapter 5 for call forwarding details.
See also “Status Icons” in Chapter 3 for the indicators in the 3Com 2101
Basic Telephone’s display panel during these calls.
Using the 3Com
Telephone
Display Panel
Use the telephone display panel of your 3Com Telephone to dial a
number:
■
Call Logs — The logs of the most recent calls to and from your
telephone (Missed Calls, Answered Calls, Dialed Calls).
■
Directory — A list of the users on your system and their extensions.
■
Personal Speed Dials — A list of personal speed dial numbers that
you have set in NBX NetSet > Speed Dials.
■
System-wide Speed Dials — A list of the system-wide speed dial
numbers set by your administrator. You can print and view these
numbers in NBX NetSet > System Speed Dials.
To access the display panel lists:
1 Pick up the handset. Press the up or down scroll key to the right of the
display.
On 3Com 3101 and 3101SP Basic Telephones, you can press a scroll key,
select a number, and dial without picking up the handset. The 3101 Basic
Telephone does not support speaker phone operation. With the 3101,
you must use the handset to speak to the person on the call.
2 Use the scroll buttons to move through the lists. When you see the list
that you want to use, press the button under Slct (Select).
3 Use the scroll keys to move to the name or number that you want to call.
Verify that the cursor is at the entry you want, and press the button under
Slct.
4 To move back to the previous menu, press the button under Back.
5 To leave the lists entirely, press the Exit soft button. OR press an Access
button that is programmed for Release. OR hang up.
48
CHAPTER 5: STANDARD FEATURES
Tips on
Using the Lists
After you press the up or down scroll key (3102 Business Telephone scroll
keys shown), if you do not select an item immediately, the display
alternates between the list:
Call Logs
Directory
and the menu choices:
Select an entry
Slct |
Back
|
Exit
In the user directory, names appear in alphabetical order, by last name.
The system updates the directory when the administrator adds or
removes users.
Lee Man Yee
Lee Margaret
In the user directory, to move quickly to the first name that begins with a
particular letter, you can use the key pad. Example: Press 3 to show the
first name that begins with D; press 3 twice to move to the first name
that begins with E; press 3 three times to move to the first name that
begins with F. Then scroll up or down to the name that you want.
Dialing a Call
This section describes standard dialing features. For information on
dialing from an analog telephone, see the NBX Feature Codes Guide in
the NBX NetSet utility.
Forwarding Incoming Calls
An Internal Call
49
To dial an internal call:
1 Pick up the handset. On 3101SP Basic Telephones, you can press the
button. You hear the dial tone. If necessary, select an internal line.
2 Dial the person’s 3-digit or 4-digit extension. Or use the display panel to
find and dial the name of the person whom you want to call in the user
directory, call logs, or a speed dial list.
3 When you are finished, hang up the handset. If you pressed the
button, press it again to end the call.
For details about placing calls to remote or branch offices, see “Dialing a
Call to a Remote Office” in Chapter 7.
An External Call
To dial an external call:
1 Pick up the handset. On 3101SP Basic Telephones, you can press the
button. You hear the dial tone. If necessary, dial 9, 8 or whatever to
access an external line. If one of the Access buttons is configured to
access an external line directly, you can press that button.
2 Dial the number. Or use the display panel on a 3Com Telephone to scroll
to a missed, answered, or dialed number, or a personal or system-wide
speed dial number.
3 When you finish speaking, hang up the handset. If you pressed the
button, press it again to end the call.
Redialing a Call
On a 3Com Basic Telephone:
■
Pick up the handset and then press Feature + 401 to dial the most
recent number that you dialed.
OR
■
Forwarding
Incoming Calls
Use the Call Logs on the display panel to redial a recently missed,
answered, or dialed call.
You can choose when and where to forward unanswered incoming calls.
Unanswered calls that come in directly to your extension go to a call
coverage point. You can set different call coverage points for different
conditions: default, no answer, busy, and all calls.
Unanswered calls that come to your telephone through ACD groups,
hunt groups, and calling groups follow the call coverage path that your
50
CHAPTER 5: STANDARD FEATURES
administrator sets up for the group. See “Automatic Call Distribution
Groups, Hunt Groups, and Calling Groups” in Chapter 7.
When you specify call forwarding, you specify the call coverage point and
the condition under which to forward calls.
Call Coverage Points
Condition to Forward
Calls
Your call coverage points are the destinations you forward your calls to
when you do not answer. They can be telephone extensions or external
telephone numbers, your voice mail box, or an automated attendant.
You can choose when to forward calls:
■
Default —Forwards unanswered incoming calls to your default call
coverage point after a specified number of rings if you have not
specified another condition.
■
Call Forward No Answer — Forwards unanswered incoming calls to
a call coverage point when your phone rings for a specified number of
rings.
■
Call Forward Busy —Forwards incoming calls to a call coverage point
when your phone is busy.
If you have multiple lines, all lines must be in use in order for Call
Forward Busy to engage.
■
Call Forward All — Forwards all incoming calls without ringing to a
call coverage point regardless of the state of your phone.
Use this feature when, for example, you plan to be away from your
phone for an extended period of time.
Setting Call Forward
from the Telephone
You can set call forwarding from your telephone. You choose the
condition for call forwarding (default, no answer, busy, or all) and the
destination. When you specify an external telephone number as the
destination, start by entering a 9 or 8 or whatever is required to access an
outside line. Example: 912815551212 dials (281) 555-1212. You can
enter a * if a pause is required between an access code and a destination
number.
The number that you choose may be limited by your call permissions. To
view your permissions, see NBX NetSet > User Information > Call
Permissions.
Forwarding Incoming Calls
51
From the telephone, you can set call forwarding using feature codes. Use
the NetSet utility to see your call forwarding settings. Your administrator
can also set programmable access buttons for call forwarding. And you
can select Call Forward All directly from the display panel.
Forward to Mail
From the telephone, you can set your 3Com Telephone so that all
incoming calls go directly to your default call coverage point, usually your
voice mailbox. You can change the destination to the Auto Attendant or
receptionist or a different telephone number. This feature is referred to as
FWD MAIL, Forward to Mail, Forward All Calls to Voice Mail, and Forward
All Calls to VM. When Forward to Mail is in effect, your telephone rings
once before forwarding the call to your default call coverage point.
On a 3Com Basic Telephone:
1 Pick up the handset.
2 Press Feature + 440.
3 To turn off FWD MAIL, pick up the handset and press Feature + 440
again.
To set your default call forwarding destination, use the NetSet utility. See
“Default” later in this section.
To prevent the telephone from ringing even once, use the Do Not Disturb
feature (see “Do Not Disturb” in Chapter 6) or use the Call Forward All
feature (see “Call Forward All” later in this section).
Call Forward No Answer, Call Forward Busy, and Call Forward All override
this Forward to Mail setting if they are in effect. If you turn off Forward to
Mail and no other call forward options are in effect, unanswered calls still
go to your default call coverage point but after the number of rings
specified in NBX NetSet > User Information > Call Forward Default.
To view your current Forward to Mail setting, log in to
NBX NetSet > User Information > Feature Settings and see Forward
All Calls to VM.
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CHAPTER 5: STANDARD FEATURES
Call Forward No Answer
To set Call Forward No Answer:
1 Pick up the handset, and press Feature + 466.
2 Dial the number that you want to forward calls to and press #. If the
display shows the destination number you want, just press # to accept it.
3 To turn off Call Forward No Answer, pick up the handset and press
Feature + 466 again.
You can specify the number of rings before the call is forwarded by
logging into NBX NetSet > User Information > Call Forward
Override.
Call Forward Busy
To set Call Forward Busy:
1 Pick up the handset, and press Feature + 467.
2 Dial the number that you want to forward calls to and press #. If the
display shows the destination number you want, just press # to accept it.
3 To turn off Call Forward Busy, pick up the handset and press Feature +
467 again.
Call Forward All
To set Call Forward All:
1 Pick up the handset, and press Feature + 465.
2 Dial the number that you want to forward calls to and press #. If the
display shows the destination extension you want, just press # to accept
it.
3 To turn off Call Forward All, pick up the handset and press Feature + 465
again.
To set Call Forward All from the display panel:
1 Scroll to CFWD ALL on the display panel.
2 Press the Set soft button to select CFWD ALL.
3 Press the Set soft button again.
4 If the telephone number you want was entered previously and displays,
press # to accept it. Otherwise, enter the telephone number to forward
calls to and press #.
Forwarding Incoming Calls
53
To cancel Call Forward All from the display panel:
1 Scroll to CFWD ALL on the display panel.
2 Press the Set soft button to select CFWD ALL.
3 Press the Set soft button again to select Cancel CFWD ALL.
Setting Call Forward
from the NetSet
Utility
From the NetSet utility, you can set default call forwarding or choose to
override the default with a condition for call forwarding (No Answer,
Busy, or All) and a destination. For telephone numbers, do not use
parentheses, hyphens, or spaces. When you specify an external telephone
number, start by entering a 9 or 8 or whatever is required to access an
outside line. Example: 912815551212 dials (281) 555-1212. You can
enter a * if a pause is required between an access code and a destination
number.
Default
The Call Forward Default page defines basic call forwarding. You
choose from four destinations: voicemail box, a phone number, the
automated attendant, or disconnection. You can override these settings
on the Call Forward Override page or by making changes on the
telephone.
To set the default call forwarding:
1 Log in to NBX NetSet > User Information > Call Forward Default.
2 Select your choice for the Number of rings before forwarding a call.
3 Select a call coverage point:
■
If you select Forward to voicemail box, the caller can leave a
message.
■
If you select Forward phone number, enter that extension or
external phone number in the box.
The number that you choose may be limited by your call permissions. To
view your permissions, see NBX NetSet > User Information > Call
Permissions.
The check box below Forward phone number specifies where you
want to forward calls that are not answered at the internal extension
that you specified as the Forward phone number.
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CHAPTER 5: STANDARD FEATURES
If you check the box, calls that are unanswered at the number you
forward them to are passed on to your choice of:
■
■
■
User Voicemail — Your voicemail box
Default Menu — The default automated attendant, usually
extension 500
Voicemail — The default system voicemail, usually extension 501
If you leave the box unchecked, calls that are unanswered at the
number you forward them to are passed on to the destination
specified for that number. This setting can result in having your calls
forwarded to another person’s voicemail or to a loop of forwarding
where the call is never answered.
■
If you select Automated Attendant, you can choose to forward calls
to your choice of:
■
■
■
Default Menu — The default automated attendant, usually
extension 500
Voicemail — The default system voicemail, usually extension 501
If you select Disconnect (no coverage), the system disconnects an
incoming call if it is not answered after the specified number of rings.
4 Click Apply, and then click OK.
Override
To set the call forward override:
1 Log in to NBX NetSet > User Information > Call Forward Override.
2 Select your call forward conditions:
■
If you select Call Forward All, calls will not ring at all on your
extension and will be immediately forwarded to the extension or
external phone number you specify in the box.
■
If you select the next button, you can select either or both of the
following conditions:
If you select Call Forward Busy, calls will not ring at all when all of
your lines are busy and will be immediately forwarded to the extension
or external phone number you specify in the box.
If you select Call Forward No Answer, calls ring the number of times
you specify in the rings box. If they are not answered then, they will be
forwarded to the extension or external phone number you specify in
the box.
Putting a Call on Hold
■
55
If you select No action, call forwarding follows the specifications of
the Call Forward Default page.
3 Click Apply, and then click OK.
Call Forward
Precedence
Putting a Call
on Hold
Five features can interact to affect call forwarding: Forward to Mail, Call
Forward No Answer, Call Forward Busy, Call Forward All, and Do Not
Disturb. If they are enabled at the same time, the NBX system determines
precedence, which call forwarding path is in effect, according to the
following rules:
■
If Call Forward All is enabled, all calls are immediately forwarded to
the Call Forward All destination. All other feature settings are ignored.
■
If Do Not Disturb is enabled and Call Forward All is not enabled, all
calls are immediately forwarded to the Call Forward Default
destination. All other feature settings are ignored.
■
If Call Forward Busy is enabled and Call Forward All and Do Not
Disturb are not enabled, all calls received when this extension is busy
are immediately forwarded to the Call Forward Busy destination. All
other feature settings are ignored.
■
If Call Forward No Answer is enabled and Call Forward All and Do Not
Disturb are not enabled, all calls received when this extension is not
busy are forwarded to the Call Forward No Answer destination after
the specified number of rings. All other feature settings are ignored.
■
If Forward to Mail is enabled and Call Forward All, Do Not Disturb, Call
Forward No Answer, and Call Forward Busy are not enabled, all calls
received when this extension is not busy are forwarded to the Call
Forward Default destination after one ring.
■
If no call forwarding settings are enabled, all calls received this
extension is busy are immediately forwarded to the Call Forward
Default destination. If this extension is not busy, all calls are forwarded
to the Call Forward Default destination after the number of rings
specified in the Call Forward Default page of the NetSet utility.
You can put a call on hold for any reason.
On 3Com 3101 and 3101SP Basic Telephones:
1 Press the
button.
2 To return to the call, press the appropriate Access button.
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CHAPTER 5: STANDARD FEATURES
On a 3Com 2101Basic Telephone:
1 Press the Hold button.
2 To return to the call, press the Call Toggle button.
Dialing Another Call
You can place a call on hold to dial a new call,
On 3Com 3101and 3101SP Basic Telephones:
1 Press the
button.
2 Press one of the Access buttons that is currently not being used.
3 When you hear dial tone, dial the second call.
On a 3Com 2101 Basic Telephone:
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.
More Than One Call
The number of simultaneous calls that you can have on your 3Com
Telephone is limited by the number of Access buttons that are defined for
your extension. The default is the first two Access buttons on the left of
3101 and 3101SP Basic Telephones. Your administrator can verify the
number and location on your telephone.
To place more than one call on hold on a 3Com 3101 or 3101SP Basic
Telephone:
1 To place the current call on hold, press the
button.
■
To make a call, press one of the Access buttons that is currently not
being used. When you hear dial tone, dial the call.
■
To receive a call, locate the flashing status light that indicates the
incoming call and press the associated Access button.
2 To place the new call on hold, press
.
3 To return to either call, press the appropriate Access button.
4 To place or receive another new call, repeat the previous steps.
Transferring a Call
57
To place more than one call on hold on a 3Com 2101 Basic Telephone:
1 Press the Hold button.
2 Make or receive a new call:
■
To obtain dial tone and make a 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.
When you hear dial tone, dial the second call.
■
To answer a call:
■
If you did not hang up the handset, press the Call Toggle button.
■
If you did hang up the handset, pick it up again.
3 To place the second call on hold, press the Hold button.
On a 3Com 2101 Basic Telephone, you can place at most two calls on
hold.
On the 3Com 2101 Basic Telephone, if you have placed two calls on hold:
Transferring a Call
■
And you did not hang up the handset, press Call Toggle to return to
the call that you most recently put on hold. Then press Call Toggle
again to put that call on hold and return to the second call.
■
And you did hang up the handset, pick up the handset to return to
the call that you most recently put on hold. Then press Call Toggle to
put the call on hold and return to the second call.
When you answer an incoming telephone call, the Transfer feature allows
you to send that call from your telephone to any other internal line or, if
your call permissions allow, to an outside line. To view your permissions,
log in to NBX NetSet > User Information > Call Permissions. Your
administrator can change your call permissions.
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CHAPTER 5: STANDARD FEATURES
Announced
(Screened) Transfer
Before you complete a transfer, you can announce to the recipient that
you are transferring a call. The recipient can then decide whether to take
the call. To announce a transfer:
1 While on a call, press the Transfer button. The system places the caller
on hold and selects a new line.
2 Dial the number to which you want to transfer the call.
3 When the recipient answers, announce the call.
■
If the recipient wants to take the call, press Transfer again to
complete the transfer. Hang up the handset.
■
If you are on a 3Com 3101 or 3101SP Basic Telephone and the
recipient does not want to take the call, retrieve it by pressing the
Access button on which the call originated.
■
If you are on a 3Com 2101 Basic Telephone and the recipient does not
want to take the call, press and release the hook switch to disconnect
the attempted transfer, and then retrieve the original call by pressing
Call Toggle.
Your administrator can disable Announced Transfers (by enabling the One
Button Transfer feature) for the entire NBX system. When that setting is
enabled, every time that you transfer a call, the call is transferred as soon
as you dial the extension and hang up — without waiting for you to
announce the call.
Blind Transfer
In a blind transfer, you transfer the call without notifying the recipient:
1 While on a call, press the Transfer button. The system places the caller
on hold and selects a new line.
2 Dial the number to which you want to transfer the call.
3 As soon as you hear a full ring, press the Transfer button and hang up.
(If you press the Transfer button too soon after you dial the number, the
transfer may not occur.)
Direct Mail Transfer
Direct Mail Transfer
59
You can transfer a call directly into another user’s voice mailbox. The call
does not ring on that user’s telephone.
Calls transferred to a user’s mailbox by means of Direct Mail Transfer are
always directed into that user’s voice mailbox, even if the recipient has
specified a different call coverage point.
On a 3Com Basic Telephone:
1 While you are on a call, press Feature + 441.
2 Dial the voice mail extension of the person to whose voice mailbox you
want to transfer the call.
3 Hang up the handset.
Establishing a
Conference Call
You can establish a Conference Call with up to four parties, including
yourself. You must be using a telephone on the NBX system to establish
the call. The other three parties can be any combination of internal and
external parties.
On 3Com Basic Telephones, you must use the Feature Code.
From a 3Com Basic Telephone, follow these steps:
1 Dial a call, or receive a call from someone else. Two parties are now on
the call.
2 While on the call, press Feature + 430. The system selects a new line and
places the first party on hold.
3 Dial a call to an internal or external third party.
■
For an announced conference, wait for the third party to answer the
call, and then press Feature + 430 again.
■
■
Until you press Feature + 430 the second time, the second party
remains on hold, and you may converse with the third party
privately.
For a blind conference, press Feature + 430 immediately after you
dial the number. You return to the conference, and you and the
second party hear the called party’s telephone ringing.
If the third party answers, three parties are now in the conference call.
60
CHAPTER 5: STANDARD FEATURES
If the third party is internal and does not answer, the attempt to
conference that party is cancelled. You cannot establish a conference call
with an NBX user’s voice mailbox.
4 Repeat steps 2 and 3 to conference in a fourth party.
Disconnecting the
Last Person
That You Called
■
On a 3101SP Basic Telephone, you can press the
speaker phone operation.
button to activate
■
You can turn off the microphone or the mouthpiece on the handset
by pressing the
button (3101, 3101SP). The other parties cannot
hear you, but you can hear them.
■
For details about the Speaker and Mute features, see “Telephone
Buttons and Controls” in Chapter 2 for the 3101 and 3101SP Basic
Telephones.
Use the Conference Drop feature to disconnect the last person that you
add to a conference call. This feature is helpful if, when you add a party,
your call is answered by someone else.
■
Only the person who added the last caller to the conference call can
drop that caller.
■
Your administrator can configure any Access button on the Attendant
Console to be a Conference Drop button.
On a 3Com 2101 Basic Telephone or a telephone that does not have a
button programmed for Conference Drop:
1 Press Feature + 431.
2 The system returns you to the others who are in the conference call.
More About
Conference Calls
■
To place your part of a conference call on hold, press the Hold or
button. The other parties can talk among themselves, but they cannot
hear you. Music on Hold does not play when a conference call is on
hold.
■
To transfer a conference call to another telephone, press the Transfer
button. Dial the number to which you want to transfer the call,
announce to the recipient (optionally) that you are transferring a
conference call, and then press the Transfer button again.
■
■
All of the conferenced parties are transferred except yourself.
Your ability to drop the last person that you added to the
conference is transferred to the person who accepts the transfer.
Setting the Volume
Setting the Volume
61
On any 3Com Telephone, use the Volume Control buttons to raise or
lower one of these volumes:
■
Ring Volume — To raise or lower the volume of the ring, press the up
or down Volume Control button repeatedly while your telephone is
ringing, until the volume is at the level that you prefer. To read how
ringer volume is different from ringer tone, see “Ringer Tones” in
Chapter 6.
■
Handset Volume — To raise or lower the volume of the dial tone or
the sound that you hear when you are using the handset, pick up the
handset and then press the up or down Volume Control button
repeatedly until the volume is at the level that you prefer. You can
change the handset volume during a conversation or by listening to
the dial tone.
■
Speaker Volume (3Com 3101SP Basic Telephone) — To raise or
lower the volume of the sound that you hear when you are using the
speaker phone for a conversation or just listening to the dial tone,
press the Speaker button and then press the up or down Volume
Control button repeatedly until the volume is at the level that you
prefer.
■
Headset Volume — To raise or lower the volume of the dial tone or
the sound that you hear on the headset, put on the headset and
activate it as specified for your headset. When you hear the dial tone
or during a conversation, press the up or down Volume Control
button repeatedly until the volume is at the level that you prefer. See
“Using a Headset” in Chapter 6.
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CHAPTER 5: STANDARD FEATURES
6
PERSONALIZING YOUR TELEPHONE
Your NBX® Networked Telephony System has many features that can
make your telephone easier to use. This chapter describes:
■
Guidelines About Features on NBX Telephones
■
Ringer Tones
■
Speed Dials
■
Off-Site Notification
■
Do Not Disturb
■
Preventing Unauthorized Use of Your Telephone
■
Class of Service Override
■
Using a Headset
For help on accessing NBX features from an analog telephone, see the
NBX Feature Codes Guide below any screen in the NBX NetSet™ utility.
For how to set up your NBX NetSet utility password for the first time, see
Chapter 1.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of these
instructions.
Guidelines About
Features on NBX
Telephones
■
If your telephone does not have a button programmed for Feature,
ask your administrator to program one.
■
Because your administrator determines whether some of the features
that are described in this chapter are available for your telephone or
for the entire system, some of these features may not be available to
you.
■
The settings on your telephone, including your extension, personal
settings, and system settings, remain the same even when you move
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
your telephone from one Ethernet jack to another, as long as both
Ethernet connections are part of the same LAN.
■
Ringer Tones
Because your extension and personal settings are associated with your
telephone, you cannot switch your telephone with another user’s
telephone without first having your administrator reassociate your
profile with the other telephone.
To help you to distinguish the ring tone of your 3Com® Telephone from
the sound of other phones, use the NBX NetSet utility to select one of
nine ringing tones. You can also choose Silent Ring to disable audible
ringing.
To change the ringer tone:
1 Verify that your computer has a sound device (a USB headset or a sound
card with either headphones or speakers).
2 Log in to NBX NetSet > Ringer Tones.
3 Click each of the nine Sample Ringer Tone buttons to hear the choices.
4 From the Ringer Tone Setting pull-down list, select the number of the
tone that you want.
5 Click Apply.
Speed Dials
This section describes the types of speed dials:
■
Personal
■
System-wide
■
One-Touch
It also describes how you can print a list of speed dials. You can also print
a set of labels for your telephone, showing which of your buttons are
mapped to features and speed dial numbers.
Although 3101 and 3101SP Basic Telephones each have two Access
buttons that can be made available by your administrator for One-Touch
speed dial numbers, these buttons are mapped by default as a Feature
button and a Transfer button. Changing the settings for the Feature or
Transfer button greatly reduces your ability to use some of the NBX
features.
Speed Dials
Personal Speed Dials
65
You can create a list of up to 99 personal speed dials (using ID numbers
601 through 699) for your telephone. These speed dials are available only
from the telephone for which they were created.
You create, view, and print your personal speed dial list using the NBX
NetSet utility. You can view and dial a personal speed dial number using
the telephone display panel of a 3Com Telephone.
To assign or change a personal speed dial number:
1 Select NBX NetSet > Speed Dials > Personal.
2 In the Personal Speed Dials box, select an unassigned speed dial ID
number, or select the speed dial ID number for which you want to change
the speed dial number.
3 In the Destination Number text box, type the telephone number that
you want the system to dial when you use that ID number.
Include all of the prefix numbers that you would normally dial, such as a 9
or 8 or 1 to access an outside line, and, if necessary, the country code or
area code. Do not use spaces, hyphens, commas, or other nonnumeric
characters.
4 In the Account Code box, type an account code if it is required or useful
for calls to this destination.
5 In the Comment text box, type a brief description, usually a name, that
corresponds to the number.
6 After you have made all of your changes to the personal speed dials, click
Apply, and then click Close.
To use a personal speed dial:
1 Pick up the handset. If you are using a 3Com 3101SP Basic Telephone,
you can press
(Speaker).
2 Press the Feature button plus the 3-digit personal speed dial code for the
number that you want to call. Or scroll to Personal Speed Dials on the
display panel, press 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.”
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
System-wide
Speed Dials
The administrator can set up to 100 system-wide speed dials (using ID
numbers 700 through 799) for numbers that are dialed frequently by
many internal users. You can view the system-wide speed dial list through
the NBX NetSet utility. Or you can view and dial from it using the
telephone display panel.
You can ask the administrator to map a system-wide speed dial ID
number to one of the Access buttons on your telephone. See “Special
Case: One-Touch Speed Dials” next.
To use a system-wide speed dial:
1 Pick up the handset. If you are using a 3Com 3101SP Basic Telephone,
you can press
(Speaker).
2 Press the Feature button plus the 3-digit system-wide speed dial ID code
for the number that you want to call. Or scroll to System Speed Dials on
the display panel, press 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.”
Special Case:
One-Touch
Speed Dials
One-Touch speed dials use Access buttons.
Use either the One-Touch or the Personal speed dial screen to assign or
change the One-Touch speed dial numbers on your telephone. If you
make a change in one screen, it appears in the other screen. See
“Personal Speed Dials” or follow these steps for the One-Touch screen.
Although 3101 and 3101SP Basic Telephones each have two Access
buttons that can be made available by your administrator for One-Touch
speed dial numbers, these buttons are mapped by default as a Feature
button and a Transfer button.
To add or change a One-Touch speed dial on an available Access button:
1 Log in to NBX NetSet > Speed Dials > One Touch.
2 Any box that has an asterisk in the margin is available for a personal or
system-wide speed dial. In any of the asterisked text boxes under
Number, type the telephone number to which you want to assign a
speed dial button. Or change the telephone number in a box that already
has a speed dial number.
Speed Dials
67
Include all of the prefix numbers that you would normally dial, such as a 9
or 8 or 1 to access an outside line, and, if necessary, the country code or
area code.
To include an account code, include the feature code, account code, and
# before the telephone number Example: [888]1234#9785551212. Do
not use spaces, hyphens, commas, or nonnumeric characters other than
# and brackets.
3 In the Description text box, type a brief description, usually a name that
corresponds to the number.
4 After you have made all of your changes to the One-Touch speed dials,
click Apply, and then click OK.
If you make a change in this screen, the change also appears in the
Personal Speed Dials screen. See “Personal Speed Dials” earlier in this
chapter.
Printing
Speed Dial Lists
You may find it useful to have a paper list of personal or system speed
dials. To print a list of speed dials:
1 Log in to NBX NetSet > Speed Dials > Personal or System-wide.
2 Click
3 A list appears with all of the personal or system-wide speed dial numbers
that are allocated to your telephone.
4 Click Print to print the list.
Printing Labels
You can print labels that identify the numbers and features that are
assigned to Access buttons on your telephone or attendant console using
the LabelMaker in the NBX NetSet utility or on the NBX Resource
Pack CD.
To print labels for your telephone or attendant console:
1 Log in to NBX NetSet > Speed Dials.
2 Choose Telephone Labels or Attendant Console Labels. Save the file
to your choice of location on your PC, and then open the file to start the
LabelMaker program.
3 Find the page in the LabelMaker that has labels for your telephone.
4 Edit the label template by clicking any of the label text boxes to highlight
the existing text, and then typing new text.
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
5 Press Tab to move to the next text field in the label.
6 Click the Print button at the top of the LabelMaker screen to open the
Print dialog. Be sure to specify which page you want to print. Typically,
the default is to print all pages.
7 Click Print.
8 Cut out the labels and put them in the label holders of your 3Com
Telephone or your Attendant Console.
9 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, you must run the file that you saved to
your computer. If you download the LabelMaker from the NBX NetSet
utility again, you get the default version, and the download might
overwrite your saved LabelMaker. To create a Windows Desktop shortcut
to your saved LabelMaker, right-click the saved file and then click
Send To > Desktop (create shortcut).
Off-Site
Notification
When you enable off-site notification, the NBX Messaging system notifies
you by e-mail, pager, or telephone that you have received voice mail. You
can then retrieve your messages. Off-site notification consists of one cycle
of up to five attempts to reach you, one attempt for each Attempt row
that you configure in the Off-Site Notification screen.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of these
instructions.
To configure off-site notification for your NBX voice mailbox:
1 In NBX NetSet > NBX Messaging > Off-Site Notification, look for the
System and Group columns in the upper right corner. If the columns
show “Yes,” your system administrator has enabled off-site notification
for the NBX system and for the Class of Service group to which your
telephone belongs. If “No,” ask to have these features enabled.
2 Check Enabled.
3 If you want to be notified only about urgent voice mail messages, also
check Urgent Messages Only.
Off-Site Notification
69
4 In the first Attempt row, in the Method drop-down list, select Pager,
VoiceMail, or EMail
The cycle of notice behaviors differs depending on the method that you
specify for the first attempt. See “Notice Behaviors” later in this chapter.
5 In the Number/Address field:
■
If you selected Pager for Method in step 4:
■
■
■
Enter a pager number. Do not use parentheses, hyphens, or spaces.
Ask your administrator if you need to include the area code and
any other digits that your system needs to dial an outside number,
such as 9, 8, 1, or 0. After you receive the pager message, you call
in to your voice mailbox to listen to your messages.
In the Numeric Page field, indicate what you want the pager to
display. Enter a series of digits, such as your telephone extension
number.
If you selected VoiceMail for Method in step 4:
■
Enter the telephone number at which you want to be notified. Do
not use parentheses, hyphens, or spaces. Ask your administrator if
you need to include the area code and all other digits that your
system needs to dial an outside number, such as 9, 8, 1, or 0.
When you choose to be notified by voice mail, the NBX system calls
the number that you enter in this field. When you answer the call,
the system announces the new voice message and allows you to
follow the prompts to access your voice mailbox and listen to and
delete any of your messages.
■
If you selected EMail for Method in step 4:
■
Enter the e-mail address at which you want to be notified. You can
use different e-mail addresses for different Attempts.
When you choose to be notified by e-mail message, the NBX
system sends you an e-mail message for each voice mail message
that you receive. The voice message may be attached to the e-mail
message as a WAV file. See the tables in “Notice Behaviors” later
in this section.
You can listen to the messages using your PC sound device (a USB
headset or a sound card with either speakers or headphones).
If you delete the e-mail notice with its attached WAV file after you listen
to the message, you delete only the copy. The original voice mail message
remains in your NBX voice mailbox. You must log in to the NBX voice mail
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
system by telephone or through the NBX NetSet utility to delete your
messages.
6 From the Interval drop-down list box, select the number of minutes that
you want the system to wait after each attempt before it moves to the
next attempt.
The “best” time interval depends on the Attempt method that you
choose. For instance, allow sufficient time after a Pager notification for
the usual delay at your pager supplier.
7 Click Apply.
8 Repeat steps 4 through 7 to set up additional attempts if you want.
The cycle of notice behaviors differs depending on the method that you
select for the first attempt. See “Notice Behaviors” at the end of this
section.
9 You do not need to configure every Attempt row. When you have
configured all of the Attempt rows that you want, click OK. The NBX
Messaging tab appears.
10 Test your off-site notification settings by leaving yourself a voice mail
message.
Additional Notes
■
You can use the same notification method for all five attempts, or any
combination of methods.
■
If your voice mailbox is full and someone tries to leave you a voice mail
message, the NBX system does not send you an e-mail notification.
■
When you activate the Telephone Locking feature on your
telephone, the NBX system sends you off-site notification messages
only if the notification number (for example, your pager number) is a
toll-free telephone number. See “Telephone Locking” later in this
chapter.
Notice Behaviors
These tables explain how the cycle of notice behaviors depends on the
method that you select for the first attempt. See the definitions as well
as “Resetting the Off-Site Notification Cycle”.
Off-Site Notification
■
71
If you specify EMail for the first attempt:
Attempt
Method
Notice Behavior
1
E-mail
■
■
You receive an e-mail notice for each voice
message.
Each e-mail notice contains information about
the voice message (like time of receipt and the
number that called), and the voice message is
attached as a WAV file.
and then you configure attempt:
2 through 5 as
E-mail
■
■
2 through 5 as
Pager
■
2 through 5 as
VoiceMail
■
■
You receive an additional e-mail notice for each
voice message.
The second e-mail notice contains no
information about the voice message (like time
of receipt and the number that called) and no
WAV file attachment.
You receive a pager call for each voice
message.
You receive a telephone call for each voice
message. Follow the prompts to log in and
listen to messages, or log in to the NBX NetSet
utility.
If you specify Pager or VoiceMail for the first attempt:
Attempt
Method
1
Pager or
Voice Mail
Effect
■
You receive a telephone call or pager call for
only the first new voice message.*
and then you configure attempt:
2 through 5 as
E-mail
■
2 through 5 as
Pager
■
2 through 5 as
Voice Mail
■
You receive an e-mail notice for only the first
new voice mail message.* The e-mail notice
contains no information about the voice
message (like time of receipt and number that
called) and no WAV file attachment.
You receive a pager call for only the first new
voice message.*
You receive a telephone call for only the first
new voice message.*
*First new message means the first voice mail message that arrived at your mailbox since the
last time that you logged in to your voice mailbox through a telephone OR through the NBX
NetSet utility. Logging in restarts the cycle.
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
Resetting the Off-Site Notification Cycle
When you log in to your voice mailbox and hang up or log out (regardless
of whether you listen to or delete messages), you start the off-site
notification cycle again. You will be notified about the next message that
comes into your voice mailbox.
Managing Off-site
Notification Using the
Telephone
To manage your off-site notification settings directly through the
telephone:
1 Log in to your voice mailbox at your telephone or remotely.
2 Press 9.
3 Press 4, select one of these options, and follow the prompts:
Do Not Disturb
Button
Description
1
Enable off-site notification.
2
Disable off-site notification.
3
Change off-site notification settings.
4
Review current off-site notification settings.
*
Return to the main menu.
When the Do Not Disturb feature is in effect, calls coming in to your
telephone immediately go to your default call coverage point without
ringing. You set the default call coverage point by logging in to NBX
NetSet > User Information > Call Forward Default. See “Forwarding
Incoming Calls” in Chapter 5.
If Call Forward All is in effect, it overrides Do Not Disturb. Calls go to the
call coverage point defined for Call Forward All in NBX NetSet > User
Information > Call Forward Override.
You can ask your administrator to map the Do Not Disturb feature to an
available Access button on your 3Com Telephone, or you can use the
Feature Code to enable and disable the feature.
When Do Not Disturb is in effect:
■
It overrides Call Forward No Answer, Call Forward Busy, and FWD
MAIL.
■
Your telephone does not ring when it receives an incoming call.
Preventing Unauthorized Use of Your Telephone
73
If you use a 3Com Attendant Console, the associated status light does
flash when a call arrives.
■
You can use the telephone to dial outgoing calls.
■
You can use the telephone to dial internal and external pages.
■
If your telephone is part of a call pickup group, no other telephone in
the pickup group can retrieve a call that comes directly in to your
telephone. The incoming call goes immediately to the call coverage
point (voice mail, auto attendant, or other extension).
■
If your telephone is part of an ACD group, a hunt group, or a calling
group, incoming calls to the group ring on your telephone. Calls
coming in directly to your telephone (not directed to the group) do
not ring on your telephone. To prevent every call from ringing, you
must enable Do Not Disturb and also log out of the group.
To enable and disable Do Not Disturb using the feature code:
1 Pick up the handset and press Feature + 446.
2 Hang up. Your telephone is now in Do Not Disturb mode. The display
panel on a 3Com Telephone shows DO NOT DISTURB.
3 To disable Do Not Disturb mode, repeat steps 1 and 2. The DO NOT
DISTURB message disappears from the display panel.
To view your current Do Not Disturb setting even if you do not have a
3Com Telephone or if you are away from your desk, log in to NBX
NetSet > User Information > Feature Settings.
Preventing
Unauthorized Use
of Your Telephone
Telephone Locking
To prevent others from dialing long-distance or other unauthorized calls
from your telephone permanently, ask your administrator to adjust the
call permissions schedule for your extension, or you can adjust it
temporarily with the Telephone Locking feature.
To enable and disable the Locking feature using the feature code:
1 Pick up the handset and press Feature + 432. The display panel on a
3Com Telephone prompts you to enter your password.
2 Enter your password + # and hang up.
Your telephone is now locked. The display panel shows the Lock icon. It
displays only the directory and system-wide speed dials.
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
3 To turn off this feature, repeat steps 1 and 2. The Lock icon disappears.
Your call logs and personal speed dials are again available.
Additional Notes
Call Permissions
■
When Telephone Locking is activated, a person using your telephone
can dial only toll-free calls, calls to emergency services (such as 911 in
the United States), or calls to telephone numbers that have been
programmed in your system as “internal” calls.
■
Even when Telephone Locking is active on your telephone, your
off-site notification choices remain in effect. That is, notification of
voice mail messages is sent to the outside telephone numbers or
paging numbers that you have specified in NBX NetSet > NBX
Messaging > Off-Site Notification, even if these numbers are not
toll-free.
■
You can view your current Telephone Lock setting by logging in to
NBX NetSet > User Information > Feature Settings.
Your administrator establishes Call Permissions to control the types of
calls that can be dialed from your telephone. The administrator can
configure these permissions to change depending on the time of day. For
example, your administrator can prevent long-distance calls from being
dialed from your telephone outside of business hours.
To view your current call permissions, log in to NBX NetSet > User
Information > Call Permissions.
Class of Service
Override
The Class of Service Override feature allows you to apply the features
of your own 3Com Telephone temporarily to another 3Com Telephone
on the same local network.
Example:
■
The telephone in your organization’s conference room is configured so
that long-distance telephone calls cannot be dialed from it. You may,
however, need to place a long-distance call during a meeting. Using
the Class of Service Override feature, you can apply the features of
your own telephone to the conference room telephone for one call
only and dial the call, assuming that your Call Permissions allow you
to make long-distance calls from your own telephone.
Using a Headset
75
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of these
instructions.
To activate the one-call-only Class of Service Override from a 3Com
Telephone:
1 Pick up the handset.
2 Press Feature + 433.
3 Dial your telephone extension.
4 Dial your voice mailbox password and press #.
5 When you hear the dial tone, you can dial the call in the same way that
you do from your own 3Com Telephone.
When you use Class of Service (CoS) Override, any reports that are
generated on the NBX system indicate that the CoS features of your own
3Com Telephone were applied temporarily to the telephone on which
you made the call.
Using a Headset
You can use a headset that has a microphone with any telephone on an
NBX system.
■
General Headset
Instructions
For how to use a typical headset and amplifier with the 3Com Basic,
Entry, or 3102 Business Telephone, see “General Headset Instructions”
later in this section.
For 3Com Basic, Entry, or 3102 Business Telephone, follow these
instructions.
You may need to modify some of these instructions for some headsets or
amplifiers. See the instructions that come with your equipment.
To prepare a headset for all calls:
1 Insert the cord for the headset amplifier into the handset cord receptacle
on the underside of the telephone.
2 Insert the cord for the telephone handset into the headset amplifier.
3 Put on the headset.
4 Pick up the telephone handset and set it on your desk.
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
To prepare a headset so that you can choose either the handset or the
headset for each call:
1 Insert the cord for the headset amplifier into the handset cord receptacle
on the underside of the telephone.
2 Insert both the headset cord and the handset cord into the headset
amplifier.
3 For headset calls: Lift the handset off the telephone and leave it off. Use
the headset microphone and earphones.
Even when the headset is plugged into the amplifier, you must remove
the handset from the cradle to use the headset.
4 For handset calls: Press the button on the headset amplifier that turns
the headset off, pick up the handset, and speak into it.
To manage calls when you are using the headset:
1 Put the headset on. When a call comes in:
■
If the handset is on hook, pick it up, set it on your desk, and begin to
speak.
■
If the handset is off hook, press the System Appearance button beside
the flashing light.
2 To end a call when you are using a headset:
■
Returning to the
Headset After a
Long Delay
On a 3Com Basic Telephone or an analog telephone, hang up the
handset or press Feature +111.
Certain brands of headsets enter a power-saving mode that prevents the
telephone from ringing for one or more calls when both of these
circumstances are true:
■
The headset amplifier buttons for Mute and On are both set to On.
■
The handset is off the phone for a long time (for instance, overnight).
It may take a few minutes for your headset to return from the
power-saving mode to the active mode when calls first come in, so your
telephone may not ring until the headset has returned to active mode,
and you may miss a call.
If you plan to not use the headset for a long time (for instance,
overnight), 3Com recommends that you set the mute and headset
buttons on the amplifier to Off and hang up the handset on your
Using a Headset
77
telephone. When you are ready to receive calls again, set up the headset
for receiving calls:
1 Pick up the handset on your telephone and set it on your desk.
2 Put on the headset. On the amplifier, set the headset button to On.
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
7
GETTING MORE FROM YOUR
TELEPHONE SYSTEM
This chapter covers these topics:
■
Listening to Your Messages in Your E-mail
■
Account (Billing) Codes
■
Caller ID
■
Call Pickup
■
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups
■
Supervisory Monitoring
■
Call Park
■
Paging
■
Configurable Operators
■
Using Message Waiting Indicator to Telephone
■
Dialing a Call to a Remote Office
■
Bridged Extensions
■
Delayed Ringing
■
Using Pulse Dialing
■
Additional Applications
If your system uses a messaging application other than NBX® Messaging,
use the documentation for your messaging application instead of the
instructions in this chapter.
For help on accessing NBX features from an analog telephone, see the
NBX Feature Codes Guide in the NBX NetSet™ utility. For how to set up
your NBX NetSet utility password the first time, see Chapter 1.
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Listening to Your
Messages in Your
E-mail
You can listen to your voice mail from any computer that allows you to
access your e-mail. Your e-mail software application must be IMAP-4
compliant, such as Microsoft Outlook. See your administrator for
assistance with this feature.
If you configure your first off-site notification method to send you an
e-mail message when you have voice messages, the NBX system sends
each voice mail message as a sound-file attachment to an e-mail
message. To listen to your messages using your computer, it must have a
sound device such as a USB headset or a sound card with either speakers
or headphones.
When you delete the e-mail message that contains the attached voice
message, you are not deleting the voice message on the NBX system. To
delete voice messages from the NBX system, you must access your voice
mailbox through the telephone or the NBX NetSet utility.
See “Off-Site Notification” in Chapter 6 for a discussion of off-site
notification behavior.
Account (Billing)
Codes
Account Codes allow your administrator to track calls that are associated
with an individual client or account. When you dial a call or when you
answer your telephone, you dial a numeric account code that allows the
NBX system to track time spent on the telephone with a client, perhaps to
be associated with a billable account.
You may be forced to enter an account code for outgoing external calls.
See NetSet > Personal Settings > User Information > Call
Permissions to see if you are forced to enter an account code. See
NetSet > Personal Settings > Account Codes for a list of public
account codes.
To enter an account code for an outgoing external call:
1 Dial the phone number.
If an account code is required on a 3Com Entry Telephone or analog
telephone, you hear silence as the system waits for the required account
code.
If an account code is required on a 3Com Business, Basic, or Manager’s
Telephone, the display panel prompts you for the required account code.
Caller ID
81
2 Press the # key.
3 Dial the account code that has been assigned by your administrator, and
then press the # key.
The NBX system records the account code and completes the call:
■
The account name, if known, displays. If the account code is incorrect,
you are prompted to enter it again.
■
On a 3Com Entry Telephone or analog telephone, if the account code
is incorrect you may have to dial the phone number, press #, dial the
correct account code, and press # again.
To enter an account code at any time before or during an incoming or
outgoing call:
1 Press Feature + 888.
2 Dial the account code that has been assigned by your administrator, and
then press the # key.
The NBX system records the account code and applies it to:
Caller ID
Internal and External
Caller ID
■
The next call, if you activate the Account Codes feature before a call
arrives at your telephone
■
The current call, if you activate the Account Codes feature during a
call
Your administrator can set up your NBX system to allow for Internal and
External Caller ID or can configure the system so that you can block your
identity (telephone number) from anyone you call.
By default, the NBX system shows the extension and name of any internal
caller on the display panel of your 3Com Telephone.
External Caller ID provides the same information for external incoming
calls if your organization subscribes to the service from your local
telephone company and if the caller has not blocked the information
from being sent to the NBX system.
Availability and service charges for External Caller ID vary by location.
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Calling Line Identity
Restriction (CLIR)
On certain NBX systems, if your organization subscribes to Caller ID
service from your local telephone company, you can choose to prevent
the NBX system from transmitting your Caller ID information to outside
parties when you dial a call. Your administrator must enable this feature,
called Calling Line Identity Restriction (CLIR), on the NBX system. If this
feature is enabled system-wide, you can choose to restrict calls:
■
For all external (outbound) calls that you dial
OR
■
For only the next single external (outbound) call that you dial
Your administrator can configure your system so that CLIR is always
active, in which case you cannot change the CLIR settings on your
telephone to override this option.
CLIR for All External Calls
To enable CLIR-All for all calls from your telephone:
1 Pick up the handset, and press Feature + 889. The display panel on your
3Com Telephone shows CLIR-ALL on.
2 Dial the number that you want to call.
The NBX system does not send caller ID information on this call or any
future calls until you disable this feature.
To disable CLIR-All:
1 Pick up the handset.
2 Press Feature + 889 again. CLIR-ALL off appears briefly in the display
panel and then disappears when you hang up the handset.
To view your current CLIR-All setting, log in to NBX NetSet >
User Information > Feature Settings.
CLIR for Next External Call Only
To enable CLIR for only the next call from your telephone:
1 Pick up the handset.
2 Press Feature + 890. The telephone display panel shows CLIR-NEXT on.
3 Dial the number that you want to call.
4 When you disconnect the call, the CLIR feature is no longer in effect.
CLIR-NEXT on disappears from the display panel.
Call Pickup
83
If you hang up the handset without making a call, the CLIR-NEXT feature
remains active and will apply to the next external call that you make. If
you are unsure about whether CLIR-NEXT is active, pick up the handset,
press Feature + 890, and read the status message in the display panel of
your telephone.
Call Pickup
Use the Call Pickup feature to answer a call that is ringing on another
telephone. This feature is best arranged in advance when you and
another user know that it would be convenient or necessary to answer
calls ringing on that user’s telephone.
You can answer a call that is ringing on another telephone only if you and
that user both are members of the same Call Pickup group or if that user
is a member of a Call Pickup group that allows “nonmember pickup.”
Your administrator configures call pickup groups and can tell you which
group you belong to.
To view the list of Call Pickup groups of which you are a member:
1 Log in to NBX NetSet > User Information > Call Pickup.
2 Select the group number that you want to view from the Group List, and
click Details to list the members of that group.
Directed Call Pickup
on a Specific
Telephone
You can answer a call that is ringing on a specific user’s telephone.
Using the feature code:
1 Pick up the handset.
2 Press Feature + 455 and the user’s extension. The call is directed to your
telephone.
Group Call Pickup
You can answer a call that is ringing on a group member’s telephone.
Using the feature code:
1 Pick up the handset.
2 Press Feature + 456 and the group number. The call is directed to your
telephone.
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Automatic Call
Distribution
Groups, Hunt
Groups, and Calling
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 automatic call distribution groups, hunt groups, or calling
groups.
A call center is a general term that refers to any system that accepts
incoming calls to a site and ensures that those calls are sent to the proper
destination within the site. The call center can be used, for example, as a
help desk, a reservations counter, an information hotline, or a customer
service center.
If you do not answer, calls that come in to your telephone:
Automatic Call
Distribution
■
Through your extension go to the call coverage point that you have
set up.
■
Through an automatic call distribution group, hunt group, or calling
group follow the call coverage path set up by the administrator for
that group.
Automatic Call Distribution (ACD) distributes calls to agents and queues
the calls that have not been answered before a predetermined time
expires. The ACD also manages prerecorded announcements to callers,
manages individual ACD agents and groups of agents, and provides
database reports on both calls and agents.
Calls coming into ACD are distributed according to rules configured by
the administrator. An agent becomes available to receive ACD calls by
logging in to the ACD group.
To log in to an ACD group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the ACD group. Your administrator
can tell you which feature code to use.
3 Dial the ACD group password. Your administrator can tell you which
password to use.
4 Press # and hang up.
To log out of an ACD group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the ACD group.
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups
85
3 Dial the ACD group password.
4 Press # and hang up.
Your administrator can configure an ACD group to an Access button. To
log in to or to log out of the ACD group, press the specified Access
button. The indicator next to the button lights to show that you are
logged in. Your administrator can configure whether you are allowed to
log out or not.
On the 3Com 2101 Basic Telephone, the display panel shows the
message logged in.
To log in to an ACD group using the NBX NetSet utility:
1 Log in to NBX NetSet > User Information > ACD Groups.
2 Select the ACD group to log in to.
3 Click Log In, and then click Close.
If you log in to an ACD group and do not answer a call when it rings on
your telephone, the system may log you out of the group depending on
how the administrator has configured the group.
To log out of an ACD group using the NBX NetSet utility:
1 Log in to NBX NetSet > User Information > ACD Groups.
2 Select the ACD group to log out of.
3 Click Log Out, and then click Close.
Viewing ACD User Status
NBX NetSet > User Information > ACD Groups shows each ACD
group that you are a member of. Click each column heading to arrange
the information in ascending or descending order.
■
Ext. — Shows the extension number of the ACD group.
■
ACD Group Name — Shows the name of the ACD group.
■
Queue — Shows the number of calls to this ACD group currently in
the queue.
■
Answered — Shows the number of calls that have been answered by
this ACD group since NBX system startup.
■
Status — Shows whether you are currently logged in or out of the
ACD group.
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
■
State — Shows whether your extension has been locked in to the
ACD group. If your extension has been locked into the ACD group,
only the administrator can log you out. If your extension is not locked
into the ACD group, you can log yourself out.
You can also perform the following actions:
■
Select All — Select for an action all ACD groups of which you are a
member.
■
Log In — Log in to the selected ACD group (or groups).
■
Log Out — Log out from the selected ACD group (or groups).
■
Detail — Opens the ACD Groups - Status Details screen, which
provides information about a selected group.
Viewing ACD Group Status Details
Click Detail in NBX NetSet > User Information > ACD Groups to
show more detailed information about the agents of this ACD group.
Click each column heading to arrange the information in ascending or
descending order.
Hunt Groups
■
Ext. — Shows the extension number of each agent in the group
■
First Name — Shows the first name of each agent
■
Last Name — Shows the last name of each agent
■
Rank — Shows the order in which calls are routed to agents in the
group
■
Status — Shows whether each agent is currently logged in or out of
the ACD group
■
State — Shows which agents’ extensions have been locked in to the
ACD group
Incoming calls ring to one member of the hunt group. If that member’s
telephone is in use, or if that member does not answer the call, the
system “hunts” for another member of the group until the call is
answered or is forwarded to the group call coverage point. For example,
if there are no available members of the hunt group, the call might be
forwarded to a group mailbox or to the receptionist. Figure 4 shows the
path of a call coming into a hunt group.
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups
87
Figure 4 Sample Hunt Group Configuration
1 Incoming Telephone Call
2 Telephone #1
3 Telephone #2
4 Telephone #3
5 Group Voice Mailbox
Hunt groups can be static or dynamic:
■
If you are in a static hunt group, you are always part of that group
along with the other group members.
■
If you are in a dynamic hunt group, you must log in to the group to be
part of it.
To log in to a dynamic hunt group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the hunt group. Your administrator
can tell you which feature code to use.
3 Dial the hunt group password and press #. Your administrator can tell you
which password to use.
To log out of a dynamic hunt group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the hunt group.
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
3 Dial the hunt group password.
4 Hang up the telephone.
Your administrator can configure a hunt group to an Access button. To
log in to or to log out of the hunt group, press the specified Access
button. The indicator next to the button lights to show that you are
logged in.
On the 3Com 2101 Basic Telephone, the display panel shows the
message IN.
To log in to a dynamic hunt group using the NBX NetSet utility:
1 Log in to NBX NetSet > Hunt Groups.
2 Select the hunt group to which you want to log in.
3 Click Log In, and then click Close.
If you log in to a dynamic hunt group and do not answer a call when it
rings on your telephone, the system may log you out of the group
depending on how the administrator has configured the group.
To log out of a dynamic hunt group using the NBX NetSet utility:
1 Log in to NBX NetSet > Hunt Groups.
2 Select the hunt group from which you want to log out.
3 Click Log Out, and then click Close.
To log in to all hunt groups of which you are a member:
1 Log in to NBX NetSet > Hunt Groups.
2 Click the Login all button.
To log out of all hunt groups of which you are a member:
1 Log in to NBX NetSet > Hunt Groups.
2 Click the Logout all button.
Calling Groups
One type of hunt group is the Calling Group. Calling groups allow an
incoming call to ring simultaneously on all telephones in a group, for
example, a customer service group. To log in to or out of a calling group,
follow the steps in “Hunt Groups” earlier in this chapter.
Supervisory Monitoring
89
Figure 5 shows the path of a call coming in to a calling group.
Figure 5 Sample Calling Group Configuration
6
1 Incoming Telephone Call
2 Telephone #1
3 Telephone #2
4 Telephone #3
5 After a specified number of rings with no answer
6 Receptionist
Group Membership
To view the list of users that belong to a group:
1 In NBX NetSet > User Information > Hunt Groups, select a group.
2 Click Details.
Supervisory
Monitoring
Supervisory monitoring is typically used in call centers to allow supervisors
to join a conversation between an agent and a customer to ensure proper
customer support. The supervisor’s presence may or may not be
announced to the agent or customer by a tone. Supervisory monitoring
can be used only with incoming calls to Automatic Call Distribution
Groups and Hunt Groups. Other calls to and from the agent’s telephone
are unavailable to the supervisor. The supervisor must provide a password
to access the agent’s extension during these calls.
Your organization may be legally required to add an announcement to
tell callers that their call may be monitored.
Agents — must be logged in as members of an ACD or Hunt Group.
Anyone, however, who picks up a call that comes through an ACD or
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Hunt Group may be monitored like an agent. This includes people who
take a transferred call or answer one with call pickup.
Supervisors — are people using the supervisory monitoring password to
monitor the ACD or Hunt Group. A call could be forwarded through
more than one group; the supervisor must provide the password of the
most recent group. The supervisor must use a 3Com Telephone with a
display panel and appropriate soft buttons, not a 3Com Entry Telephone,
3Com Cordless Telephone, 3Com 2101 Basic Telephone, or an analog
telephone.
Customers — are people who make an incoming call to an ACD or Hunt
Group number. It can be an internal or external caller.
Monitor — allows the supervisor to listen to a call.
Whisper — allows the monitoring supervisor to speak to the agent
without the customer hearing.
Barge-In — allows the supervisor to speak to both the agent and the
customer.
Monitor
Monitor (also called Silent Monitor) allows an authorized supervisor to
listen to calls that come in to an agent through an ACD or Hunt Group.
The administrator configures the NBX system to specify whether a tone
audible to the agent plays when the supervisor joins to monitor the call.
To monitor an agent’s ACD or Hunt Group call:
1 Pick up the handset.
2 Press Feature + 425. Or press the Access Button if one is configured for
Monitor.
The display panel prompts you for the ACD or Hunt Group extension
number.
3 Enter the ACD or Hunt Group extension number. Press the OK soft
button or press #.
The display panel prompts you for the supervisory monitoring password
for that ACD or Hunt Group.
4 Enter the password. Press OK or #.
The display panel prompts for the extension number of the agent.
Supervisory Monitoring
91
5 Enter the extension number. Press OK or #.
Whisper
■
You join the call, either silently or with a tone announcing the call to
the agent depending on system configuration.
■
Your display panel now shows options to Whisper, Change Agent,
or Barge-In.
■
Only the supervisor’s display panel indicates that supervisory
monitoring is in use.
Whisper (also called Coaching) allows a supervisor to speak to the agent
during a monitored call without the customer hearing this advice. The
administrator configures the NBX system to specify if a tone audible to
the agent is played when the supervisor enables Whisper.
To use Whisper or Barge-In, a supervisor must first be monitoring the call.
To whisper to an agent:
1 Monitor the ACD or Hunt Group call.
2 Press the soft button to select Whisper from the display panel.
Barge-In
■
Whisper is enabled for you, either silently or with a tone announcing
the change, depending on system configuration.
■
Your display panel now provides options to Monitor, Change Agent,
or Barge-In.
Barge-In allows a supervisor to speak to both the agent and customer
during a monitored call. The administrator configures the NBX system to
specify whether a tone audible to the agent and customer is played when
the supervisor enables Barge-In.
To use Whisper or Barge-In, a supervisor must first be monitoring the call.
To barge in to a call:
1 Monitor the ACD or Hunt Group call.
2 Press the soft button to select Barge-In from the display panel.
■
Barge-In is enabled for you, either silently or with a tone announcing
the change, depending on system configuration.
■
Your display panel now provides options to Monitor, Change Agent,
or Whisper.
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Change Agent
While supervisory monitoring is enabled on a call, a supervisor can
change the agent being monitored.
To monitor a different agent in the same ACD or Hunt Group:
1 Monitor the ACD or Hunt Group call.
2 Press the soft button to select Change Agent.
The display panel prompts you for the extension number of the agent.
3 Enter the extension number of the agent and select OK or press #.
Interactions
Call Park
■
You begin to monitor the call, either silently or with a tone
announcing the call to the agent depending on system configuration.
■
Your display panel now provides options to Whisper, Change Agent,
or Barge-In.
■
A supervisor can monitor a call, put it on hold, and monitor a second
call. A supervisor can invoke supervisory monitoring on only two calls
(one active and one on hold) at a time.
■
If a customer or agent conferences in an additional caller, or transfers,
parks, or sends a call to voice mail, a supervisor monitoring the call is
dropped from the call.
■
If a customer or agent puts a call on hold before a supervisor attempts
to monitor it, the supervisor will not be able to monitor the call. If a
customer or agent puts a call on hold after a supervisor is monitoring
it, the supervisor will not be dropped from the call.
Use Call Park to place a call in a “holding pattern” and make it available
for another person to pick up from any telephone on the system. Use the
internal paging feature, the external paging feature, or both, to
announce the call. The recipient can retrieve the call from any 3Com
Telephone or analog telephone by dialing the Call Park extension that you
give during your announcement.
This feature is useful in any of these circumstances:
■
The recipient is elsewhere in the building.
■
You want to continue a call on another telephone, for instance, in a
conference room for privacy, and transferring the call does not give
you enough time to retrieve it.
Call Park
93
When you park a call, you assign it a Call Park extension, which anyone
can use to retrieve it. Table 10 lists the default Call Park extension
numbers. Ask your administrator to verify the Call Park extensions for
your location.
Table 10 Default Call Park Extension Numbers
System
Default Extension Numbers
4-digit dial plan
6000 – 6099
3-digit dial plan
601 – 609
If the call is not answered within 5 minutes (default) after it is parked, it
rings again at the original telephone. Your administrator can modify the
length of this waiting period.
To park a call:
1 While you are on a call, press Feature + 444. Or press the Access button
assigned to Call Park.
2 Dial a Call Park extension from the list shown in Table 10 or the list of
extensions at your location.
If you select a Call Park extension that is already in use, Park Cancelled
appears on the display panel on your 3Com Telephone, and the call rings
back to your telephone. Try another Call Park extension.
To notify another user about the parked call:
■
■
From 3Com 3101 and 3101SP Basic Telephones, select an Access
button that is assigned for placing telephone calls, and dial the
user’s extension, or use the paging feature. See “Paging” next for
details.
From a 3Com 2101 Basic Telephone, press and release the hook
switch. When you hear the dial tone, dial the user’s extension, or
use the paging feature. See “Paging” next for details.
To retrieve a parked call:
1 Pick up the handset of any telephone on the system.
2 Dial the Call Park extension that was assigned to the call.
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Paging
Paging is the general term used to describe the act of broadcasting a
voice message through audio speakers.
You can:
■
Page all extensions with speakers on the system
This method uses default codes in Table 11.
■
Page a subset of all extensions on the system, called a zone.
This method uses extensions that the administrator configures for this
purpose.
Each method allows you to broadcast a message to different destinations,
depending on your location and equipment.
Do not press the Feature button before you dial the Paging code.
Paging the System
When you page the system, you broadcast a message to all internal
extensions with speakers, to a Public Address (PA) system, or to both
simultaneously. Paging codes, as described in Table 11, have default
values for each destination.
Table 11 Paging Codes
Feature
3-digit dial plan
(default codes)
4-digit dial plan
(default codes)
External Paging
620
6200
621
6201
622
6202
Broadcast an announcement over a
public address system that has a
paging amplifier and speaker system
that is connected to your NBX system
Internal Paging
Broadcast an announcement through
the speakers on all NBX Telephones
with speakers on your system except
those that have been set to Do Not
Disturb.
Simultaneous Paging
Broadcast an announcement externally
and internally at the same time.
Paging
95
To page, perform the following steps using your 3Com Telephone:
1 Pick up the handset.
2 Dial the appropriate paging code on your system.
3 Speak the broadcast message into your handset and hang up.
Paging Zones
A page zone is a subset of internal extensions to which you can direct a
broadcast using a configured extension. You can page a zone, a P.A.
system, or both the zone and the P.A. system simultaneously. Zone
extensions are configured by the administrator.
To discover the page zone extensions on your system:
1 Log in to NBX NetSet > Personal Information > User Information >
Page Zones.
The NetSet utility lists the existing page zones and their extension
numbers.
2 Click Details to list the members of each zone.
You can view zone memberships only if the administrator authorizes you
to do so.
To page a zone, a P.A. system, or both, perform the following steps using
your 3Com Telephone:
1 Pick up the handset.
2 Dial the appropriate extension to page the zone.
3 Speak the broadcast message into your handset.
4 Hang up.
3Com Cordless Telephones, 3Com Entry Telephones, and analog
telephones can initiate but cannot receive a zone page.
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Configurable
Operators
The Configurable Operators feature gives a caller who is directed to voice
mail the option of going to another destination.
You can configure your own operators for those who call your extension
(if the administrator allows it), and you can also use this feature as a caller
to another device.
How Configurable
Operators Work
Following is a brief description of how the system directs a caller from
your voice mail to operators that you designate:
1 If you do not answer a call, the system invokes your voice mail.
2 The caller listens to your prerecorded voice mail message, which includes
the instruction to press an access digit (0 or 9) in order to reach the
appropriate operator.
When you employ a configurable operator, you must re-record your
personal voice mail greeting to tell callers that an operator is available to
them if they press the appropriate access digit during the voice mail
greeting.
3 The caller presses 0 or 9.
4 The call is redirected to the operator that you designated.
The caller can leave a message, and then press 0 or 9 to transfer to a
configured operator.
Configuring the
Operators
You can view the operators’ settings, and modify those settings if your
administrator allows it.
The operator’s call-handling rules (such as call coverage) may apply to the
voice mail caller. Also, you must have external-to-external permissions in
order for transfers to external phone numbers to complete successfully.
If you or the administrator do not configure operator destinations, the
system directs an operator-bound caller to extension 501.
Viewing Your Operator Permissions
To find out if you have permission to configure operators:
1 Log on to NetSet > User Information > Call Permissions.
Your current permissions to configure the System Operator and the
Personal Operator appear in the User Information window.
Using Message Waiting Indicator to Telephone
97
Configuring the Operator Destinations
To configure your own destinations for System and Personal Operator:
1 Log on to NetSet > NBX Messaging > Personal Operators.
The current System Operator and Personal Operator extensions and
access digits appear. If the administrator has given you the appropriate
configuration permissions, the extensions appear in editable text boxes.
2 Edit the destinations to include the appropriate extensions.
The operator destination text string cannot exceed 16 characters.
3 Click Apply to make the changes and keep this screen open, or click OK
to make the changes and close the screen.
If you clear an operator destination (using the Clear check box), calls
directed to that operator are directed instead to the default system
operator (extension 501).
Using Message
Waiting Indicator to
Telephone
The Message Waiting Indicator (MWI) to Telephone allows a user to light
a status button next to a programmable access button and leave a call
back number on another telephone. This feature is distinct from voice
mail in that the telephone does not ring and there is no voice mail
message. The light appears next to the Access button, not the message
waiting light used for voice mail. Example: A principal can use this
feature to notify a teacher, without interrupting the class, to call the
office as soon as possible.
Sending an MWI
Message
You can send an MWI message to any telephone on your NBX system
that has an MWI Retrieve button enabled. Sending an MWI message
turns on the light on the target telephone if it is not already lit, and leaves
your telephone number as a callback number.
You cannot send an MWI message to:
■
Telephones that do not have an MWI Retrieve button enabled or that
have reached their MWI message limit (30)
■
Remote NBX systems over external line
■
Calling Groups, Hunt Groups, or ACD Groups
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
To send an MWI message:
1 Pick up the handset, and press Feature + 412. Or press the MWI to Ph
Send access button. The display panel on your 3Com Telephone shows
Send MWI To:.
2 Dial the extension that you want to call and press #.
3 The display panel on your 3Com Telephone shows Success.
Retrieving an MWI
Message
To receive and retrieve an MWI message, you must have a 3Com
Telephone with a display panel and a programmable access button with
status light configured (by your administrator) for MWI Retrieve. Your
administrator can also configure additional buttons for MWI To Ph Send
and MWI Cancel.
A 3Com 2101 Basic Telephone cannot receive an MWI message. An
analog telephone cannot receive an MWI message.
When the light is lit on your telephone, you can press the MWI Retrieve
button, scroll through your display panel to see the caller ID, and return
the call. When you press the MWI Retrieve button, you turn off the MWI
light. You may still have one or more calls in a list to return.
To retrieve an MWI number:
1 Pick up the handset and press the MWI Retrieve access button. The
display panel shows the total number of MWI messages and the number
of new MWI messages on your list.
2 Scroll down the display panel to see the extension for the most recent
MWI sender. The most recent call is at the top of the list.
3 Press the Call soft button to call the sender.
You can also retrieve an MWI message with Feature + 414.
Deleting MWI
Messages
Press the MWI Retrieve button to turn off the MWI light until you receive
another MWI message. It does not delete the MWI message. Messages
remain in your list until you explicitly delete them or until the NBX system
is rebooted. Your telephone can store a maximum of 30 MWI messages.
When it is full, it will reject new messages, so be sure to delete unneeded
messages.
Using Message Waiting Indicator to Telephone
99
To delete all MWI messages:
1 Press the MWI Retrieve access button. The display panel shows the
number of MWI messages on your list and the options to Delete All or
Exit.
2 Press the Delete All soft button.
3 The display panel asks you to confirm the delete of the whole MWI list.
Press the Yes soft button.
To delete a single MWI message:
1 Press the MWI Retrieve access button. The display panel shows how many
MWI messages are on your list.
2 Scroll down the display panel to see the MWI message you want to
delete.
3 Press the Delete soft button.
4 The display panel asks you to confirm the delete of the entry. Press the
Yes soft button.
Cancelling an MWI
Message
After you have sent an MWI message, you can cancel it and remove it
from the list on the target telephone. If it is the only unattended MWI
message on the target telephone, cancelling it turns off the MWI light.
You can cancel an MWI message only from the same extension from
which you sent the MWI message.
To cancel an MWI message:
1 Pick up the handset and press Feature + 413. Or press the MWI Cancel
access button. The display panel on your 3Com Telephone shows Cancel
MWI To:.
2 Dial the extension to which you sent the MWI message that you want to
cancel and press #.
3 The display panel on your 3Com Telephone shows Cancel Sent.
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Dialing a Call to a
Remote Office
Using Unique
Extensions
You can dial calls between sites in your organization that are separated
geographically but that are linked by a Wide Area Network (WAN)
connection. Each site must have an NBX system. Typical configurations
are described in the next sections.
In the sample network shown in Figure 6, everyone in the entire
organization has a unique telephone extension. Whenever you make a
call to an extension that is not located at your own site, your NBX system
sets up a connection to the NBX system at the other extension’s site.
In this example, to call a user in Dallas, a user in Chicago dials a Dallas
extension (3000 through 3999). The dial plan on the Chicago NBX system
sets up the necessary connection to the Dallas NBX system and then to
the extension at that site.
Figure 6 Using Unique Extensions to Dial Remote Offices
1
2
3
4
1 NBX System in Chicago
Extensions: 1000–1999
2 Wide Area Network (WAN)
3 NBX System in Atlanta
Extensions: 2000–2999
4 NBX System in Dallas
Extensions: 3000–3999
Using Site Codes
If some users have overlapping telephone extensions, your administrator
can configure your telephone system to use site codes for you to dial
people at remote offices. Your administrator chooses the site codes for
Dialing a Call to a Remote Office
101
your system. In this example, you dial a site code first, followed by the
extension at the site.
For example, as shown in Figure 7, to call someone in Atlanta, a user in
Chicago dials the site code 62 and then the appropriate extension (1000
through 3999). To reach a user in Dallas, a user in Chicago dials 63 and
then the appropriate extension (1000 through 3999). The site code
prevents conflicts between the remote extension number and a
duplicated extension number at the local site (Chicago).
Figure 7 Using Site Codes to Dial Remote Offices
1
2
4
1 NBX System in Chicago
Extensions: 1000–3999
Site Code: 61
2 Wide Area Network (WAN)
3 NBX System in Atlanta
Extensions: 1000–3999
Site Code: 62
4 NBX System in Dallas
Extensions: 1000–3999
Site Code: 63
3
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Bridged Extensions
With a bridged extension, buttons and status lights on one telephone are
associated with buttons and status lights on another telephone. On the
primary telephone, you can perform all operations (such as dialing
telephone calls, placing calls on hold, forwarding calls, and so on). On the
secondary telephone, you can answer calls that are made to the primary
telephone’s extension but you cannot make calls using the buttons that
are associated with the primary telephone.
The administrator can create bridged extensions on:
■
Any 3Com Manager’s Telephone
■
Any 3Com Business Telephone
■
Any 3Com 3101 or 3101SP Basic Telephone
■
A 3Com 2101 Basic Telephone if a 3Com Attendant Console is
associated with it. The administrator creates the bridged extension on
the Attendant Console.
Example:
If an assistant’s job is to answer a manager’s telephone calls, the
administrator can map the manager’s extension on the assistant’s
telephone. The manager’s telephone is the primary telephone, and the
assistant’s telephone is the secondary telephone.
Your administrator can map a primary telephone’s extension to one or
more secondary telephones.
Delayed Ringing
(3Com Business Telephone, 3Com Manager’s Telephone, and
Attendant Console only) The Delayed Ringing feature prevents a call
on a shared line from ringing on a specific telephone until the incoming
call rings on another telephone for a specified number of times.
A shared line can be a bridged extension or an incoming analog
telephone line that is mapped to more than one telephone.
Example:
The administrator programs (maps) a telephone extension to appear on
both a manager’s telephone and the assistant’s telephone; that is, it is a
bridged extension. The administrator has also enabled the Delayed
Using Pulse Dialing
103
Ringing feature on the manager’s telephone and has specified 4 rings (a
typical setting).
When a call comes in to the manager on that extension, the assistant’s
telephone rings 4 times before the call audibly rings on the manager’s
telephone. Even during the first silent rings, the line’s status light on the
manager’s telephone flashes, allowing the manager to answer the call if
required.
Using Pulse Dialing
In some locations, analog telephone users must dial telephone calls using
pulse dialing instead of tone dialing (also called Dual Tone Multi
Frequency, or DTMF, dialing).
Your administrator must configure the Analog Line Card ports for pulse
dialing.
Examples:
■
Some of your telephone lines are provided by a telephone company
that supports only pulse dialing while other lines are provided by a
different telephone company that supports DTMF dialing.
■
Your organization’s telephone service provider offers low-cost,
pulse-dialing-only service.
■
In some situations, you must switch to DTMF dialing during a call. For
example, if your call is answered by an automated attendant that
requires that you enter information from your telephone keypad, you
must typically enter the information using DTMF dialing.
To change from pulse dialing to DTMF during a call:
1 Press Feature + 891.
2 Your connection is switched from pulse to tone (DTMF) for the remainder
of the call. When you hang up, the port you were using on the Analog
Line Card reverts to pulse dialing mode.
Your administrator can map a button on your telephone so that you can
press the button to change from pulse dialing to DTMF during a call.
When you hang up, the port that you were using on the Analog Line
Card reverts to pulse dialing mode.
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You can configure a personal speed dial in the NBX NetSet utility to dial a
number in pulse dial mode and then to switch to DTMF. Use the left
angle-bracket character (<) in the NBX NetSet utility as the command to
switch to DTMF mode. You can also include the digits that you want the
system to dial after it switches to DTMF. The system dials any digits after
the < using DTMF tones. When you hang up, the port that you were
using on the Analog Line Card reverts to pulse dialing mode.
For additional information about programming speed dials, see “Personal
Speed Dials” in Chapter 6.
Additional
Applications
These software applications are available on the NBX Resource Pack CD:
■
NBX Call Reports *
■
NBX TAPI Service Provider (NBXTSP)
■
NBX Desktop Call Assistant *
■
Complement Attendant Software *
■
Palm Dialer
■
pcXset™ Soft Telephone *
■
NBX Media Driver
* Applications with a * have been tested with Windows XP Home Edition
and Windows XP Professional Edition.
8
FEATURE CODES
This chapter describes how to use feature codes with the 3Com®
Telephones. It covers these topics:
■
NBX Tones
■
Feature Codes with 3Com Telephones
■
Using Feature Codes
For help on accessing NBX® features from an analog telephone, see the
NBX Feature Codes Guide in the NBX NetSet™ utility.
NBX Tones
As you use your 3Com Telephone to receive voice mail and use the
feature codes on the NBX system, you hear these tones:
■
Dial Tone — When you lift the receiver to place a call or begin using
one of the features, you hear the normal Dial Tone (except for the
circumstance described in the next bulleted item).
■
New Messages Dial Tone — When your voice mailbox has either
new or unsaved messages and you pick up your handset, you hear the
New Messages Dial Tone (a repeated short tone, also called the
“stutter” tone) until you delete or save every message. Your
administrator can turn the New Messages Dial Tone on or off.
■
Feature Entry Tone — When you lift the handset and press the
Feature button to begin using one of the features, you hear the
Feature Entry Tone, which is a steady sound at a lower pitch than the
normal dial tone. You must enter data, for instance a feature code
number, your password, or an extension, as specified in Table 12.
■
Confirmation Tone — After certain steps, as when you add a party
to a conference call, you hear a short Confirmation Tone or “beep,”
which confirms that you have completed the action.
■
Error Tone — You hear the “fast busy” tone, also called the
“congestion” tone, when no circuits are available. In addition, you
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CHAPTER 8: FEATURE CODES
hear the Error Tone if you make an error such as trying to enter an
unsupported feature code, an invalid extension, or an invalid
password. Hang up and start the feature code sequence again.
■
Feature Active Tone — Example: You activate one of the
“persistent” features, for instance, you lock your telephone, and then
hang up. The next time that you pick up the handset on your analog
telephone, you hear the Feature Active Tone. This pair of tones, a
sound followed by a higher sound, is repeated to remind you that you
have enabled one of these features:
■
Caller ID Restriction — All
■
Do Not Disturb
■
Forward All Calls to Voice Mail (that is, to your call coverage point)
■
Lock or Unlock Your Telephone
■
Call Forward All
■
Call Forward Busy
■
Call Forward No Answer
These features are “persistent,” that is, each one remains active until
you turn it off, as described in Table 12.
If you forget which of the persistent features you have activated on
your telephone, log in to NBX NetSet > User Information > Feature
Settings. See “NBX NetSet Utility” in Chapter 1 for information on
how to log in to the NBX NetSet utility.
Exception: If you have activated one or more persistent features and your
mailbox has messages, you hear the New Messages Dial Tone whenever
you pick up the handset until you have deleted all messages.
Feature Codes with
3Com Telephones
A large number of telephone features are available by pressing the
Feature button on a 3Com Telephone and entering a three-digit feature
code. These feature codes are listed in Table 12.
■
If your telephone does not have a button programmed for Feature,
ask your administrator to program one.
■
Because your administrator determines whether some of the features
that are described in this chapter are available for your telephone or
for the entire system, some of these features may not be available to
you.
Using Feature Codes
3Com Basic
Telephone
107
Some of the features that are listed in Table 12 are already available in
single-purpose buttons on 3Com Basic Telephones like Hold, Volume
Control, Message, and the Scroll buttons that you use to search the
directories.
The 3Com 2101 Basic Telephone has three programmable buttons that
are set (from left to right) at the factory to Feature, Call Toggle, and
Transfer. On the 3Com 3101 and 3101SP Basic Telephones, the first two
(from left to right) programmable buttons are line appearance buttons
and the next two buttons are set to Feature and Transfer. Your
administrator can change the programming on these buttons, although
changing them might limit which NBX features you can use on your
telephone.
For all other NBX features, use the preprogrammed Feature button and
the feature codes listed in Table 12.
Using Feature
Codes
Follow these steps to use NBX feature codes:
1 Pick up the handset.
2 Press the Feature button.
3 Dial the feature code and any additional values as specified in Table 12.
4 Hang up when your call is complete or you have activated the features
that you want.
Table 12 NBX Feature Codes
Feature
Feature Code
See
Account Codes
F + 888 + account code + # + telephone
number
“Account (Billing) Codes” in Chapter 7
ACD, Hunt, and Calling
Groups
F + feature code for the group + group
password + #
“Automatic Call Distribution Groups,
Hunt Groups, and Calling Groups” in
Chapter 7
Call Forward All
F + 465
“Forwarding Incoming Calls” in
Chapter 5
Call Forward Busy
F + 467
“Forwarding Incoming Calls” in
Chapter 5
Call Forward No Answer
F + 466
“Forwarding Incoming Calls” in
Chapter 5
108
CHAPTER 8: FEATURE CODES
Table 12 NBX Feature Codes (continued)
Feature
Feature Code
See
Call Park — Park a Call
F + 444 + one of the Call Park extensions “Call Park”in Chapter 7
for your NBX system
Call Pickup — Directed
F + 455 + the extension of the ringing
telephone
“Call Pickup” in Chapter 7
Call Pickup — Group
F + 456 + call pickup group number
“Call Pickup” in Chapter 7
Call Toggle
F + 409
Toggles between two calls. To return to
the first call, press the button for the line
where the first call came in, press Call
Toggle (2101), or repeat F + 409.
Caller ID Restriction
(CLIR — All) — On/Off
F + 889
“Caller ID” in Chapter 7
Caller ID Restriction
(CLIR — Next Call)
F + 890
“Caller ID” in Chapter 7
Class of Service Override
F + 433 + your own extension + your
password + # + the outside party’s
number
“Class of Service Override” in Chapter 6
Conference Call — Add
F + 430 + telephone number
+ F + 430
“Establishing a Conference Call” in
Chapter 5
Conference Call — Drop
F + 431
“Establishing a Conference Call” in
Chapter 5
Direct Mail Transfer
F + 441 + other person’s extension +
hang up
“Direct Mail Transfer” in Chapter 5
Do Not Disturb — On/Off
F + 446
“Do Not Disturb” in Chapter 6
Flash
F + 260
If your NBX system is connected to a
Central Office by one or more Analog
Line Card ports, and if the CO provides
your organization with a feature such as
Call Waiting that requires a flash signal,
use this sequence to signal the CO to
put the existing call on hold and toggle
to the call that is waiting.
To return to the first call, repeat F + 260.
Forward All Calls to
Voice Mail — On/Off
F + 440
“Other Ways to Manage Your Voice
Mail Messages”in Chapter 4
Hold
F + 402
“Putting a Call on Hold” in Chapter 5.
Lock Your Telephone —
On/Off
F + 432 + password + #
“Preventing Unauthorized Use of Your
Telephone” in Chapter 6
Message Waiting Indicator
to Phone — Send
F + 412
“Using Message Waiting Indicator to
Telephone” in Chapter 7
Using Feature Codes
109
Table 12 NBX Feature Codes (continued)
Feature
Feature Code
See
Message Waiting Indicator
to Phone — Cancel
F + 413
“Using Message Waiting Indicator to
Telephone” in Chapter 7
Message Waiting Indicator
to Phone — Retrieve
F + 414
“Using Message Waiting Indicator to
Telephone” in Chapter 7
Monitor, Whisper, Barge-In F + 425
“Supervisory Monitoring” in Chapter 7
Password — Set Initially
F + 434 + new password + # + repeat
your new password + #
“Setting Up Your Password and
Voice Mail for the First Time” in
Chapter 1
Password — Change
F + 434 + current password + # + new
password + # + repeat your new
password + #
“Setting Up Your Password and
Voice Mail for the First Time” in
Chapter 1
Pulse to Tone
Make or receive a call + F + 891
“Bridged Extensions” in Chapter 7
Redial
F + 401
“Using the 3Com Telephone
Display Panel” in Chapter 5
Release
F + 111
“Using a Headset” in Chapter 6
Show Lists
F + 460
Displays lists for you to scroll through
and select.
Speaker — On/Off
F + 104
Speak (except 2101 and 3101) and listen
without picking up the handset.
Speed Dial — Personal List
F + personal speed dial number
“Speed Dials” in Chapter 6
Speed Dial — System-Wide F + system-wide speed dial number
List
“Speed Dials” in Chapter 6
Transfer
F + 420 + telephone number + hang up
“Transferring a Call” in Chapter 5
Version
F + 827
Displays the NBX software version.
Volume Up or Down
F + 102 to raise the sound
or
F + 103 to lower the sound
“Setting the Volume” in Chapter 5
110
CHAPTER 8: FEATURE CODES
9
3COM 3105 AND 1105
ATTENDANT CONSOLES
3Com Attendant Consoles and the NBX Complement Attendant
Software (CAS) application enable a receptionist to handle high call
volumes efficiently. Although receptionists are the primary users of the
Attendant Console and CAS, the two can also be used by busy sales
representatives and others who receive a high volume of telephone calls
or who make frequent calls to the same telephone numbers.
This chapter covers these features:
■
3Com Attendant Console — A device that works along with 3Com
Telephones to increase call handling capability. In many offices, the
Attendant Console is used by a receptionist or switchboard operator,
who is referred to in this guide as “the receptionist.”
■
Complement Attendant Software (CAS) — A software application
that allows a receptionist to answer and route calls using a personal
computer. Your administrator installs the Complement Attendant
Software on your computer from the NBX Resource Pack CD.
The Attendant Console and Complement Attendant Software can be
used at the same time. However:
■
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.
112
CHAPTER 9: 3COM 3105 AND 1105 ATTENDANT CONSOLES
3Com Attendant
Console
The 3Com 3105 and 1105 Attendant Consoles each have 50 Access
buttons and 4 preprogrammed Feature buttons. Although the design of
the two Attendant Consoles is different, the buttons work the same way.
In effect, the Attendant Console is an extension of the 3Com Telephone
to which it is associated.
See Figure 8 for 3Com 3105 Attendant Console buttons and controls and
Figure 9 for 3Com 1105 Attendant Console buttons and controls.
Access Buttons
The 50 Access buttons on a 3Com Attendant Console can each have two
sets of assignments: 1 through 50, and 51 through 100. To toggle
between the two sets of assignments, you press the Shift button.
Your administrator can assign features to each Access button. Possible
features include:
■
Status of internal telephone extensions (busy, available)
■
Status of external telephone lines
■
Speed dials for:
■
Feature Buttons
■
User extensions
■
Pager numbers
■
Cellular telephone numbers
Message Waiting Indicators (MWI) for:
■
Group mailboxes
■
Phantom or personal mailboxes
■
Time of Day Service Modes (See your administrator for details.)
■
Status of ACD, Hunt, and Calling Group lines
The four Feature buttons are preprogrammed for the most common
features needed by a receptionist: Transfer, Transfer to Voicemail, Park,
and Hold. The Shift button does not affect the operation of the Feature
buttons. Your administrator can change the features assigned to each
button using the NBX NetSet utility.
Figure 8 and the text that follows it describe the features on the 3Com
3105 Attendant Console. Figure 9 and the text that follows it describe
the 3Com 1105 Attendant Console.
3Com Attendant Console
113
Figure 8 3Com 3105 Attendant Console
1 Hold button — Places a caller on hold.
2 Transfer button — Enables you to send a call to another telephone.
3 Direct Mail Transfer button — Allows you to send a caller directly to
another user’s voice mailbox or phantom mailbox.
4 Call Park button — Places a call in a “holding pattern” so that it can be
retrieved from any other telephone on the system.
5 Labels — You can print labels for your Attendant Console using the
LabelMaker utility in the NBX NetSet utility or on the NBX Resource Pack
CD.
6 Label cover tabs — Allow you to unsnap the plastic cover to insert
labels.
7 Access buttons — A light next to each button indicates whether the line
is available or in use, or whether assigned features are enabled:
If the light is
The line is
Off
Available for use
Steady
In use
Blinking quickly
Ringing
Blinking slowly
On hold
114
CHAPTER 9: 3COM 3105 AND 1105 ATTENDANT CONSOLES
8 Shift button — Enables you to toggle between the two sets of Access
button assignments on the Console. Press the Shift button to switch
between assignments 1 through 50 and assignments 51 through 100.
The Shift button LED is lighted when you have buttons 51 through 100
selected.
Figure 9 and the text that follows it describe the features on the 3Com
3105 Attendant Console.
Figure 9 3Com 1105 Attendant Console
A
B
SHIFT
1 Access buttons — A light next to each button indicates whether the line
is available or in use, or whether assigned features are enabled. Status
indicator lights show the following:
If the light is
The line is
Off
Available for use
Steady
In use
Blinking quickly
Ringing
Blinking slowly
On hold
2 Shift button — Enables you to toggle between the two sets of button
assignments on the Console. Press the Shift button for assignments
1 through 50. Press Shift again for assignments 51 through 100. The
Shift button LED is lighted when you have buttons 51 through 100
selected.
Opening the 3105 Attendant Console Label Cover
115
3 Labels — You can print labels for your Attendant Console using the
LabelMaker forms in the NBX NetSet utility or on the NBX Resource Pack
CD. See “Printing Labels” in Chapter 6.
4 Transfer button — Enables you to send a call to another telephone. See
“Transferring a Call” in Chapter 5.
5 Direct Mail Transfer button — Allows you to send a caller directly to
another user’s voice mailbox or phantom mailbox. See “Direct Mail
Transfer” in Chapter 5.
6 Call Park button — Places a call in a “holding pattern” so that it can be
retrieved from any other telephone on the system. See “Call Park” in
Chapter 7.
7 Hold button — Places a caller on hold. See “Putting a Call on Hold” in
Chapter 5.
Attendant Console
Labels
Opening the 3105
Attendant Console
Label Cover
To create, print, and save labels for your Attendant Console, see “Printing
Labels” in Chapter 6.
After you print the labels and then cut them out, remove the plastic cover
from the Attendant Console by pulling up on the two tabs at the top of
the Attendant Console until the top of the cover pops off.
Figure 10 3105 Attendant Console Label Cover Tabs
116
CHAPTER 9: 3COM 3105 AND 1105 ATTENDANT CONSOLES
Complement
Attendant
Software
The Complement Attendant Software is an optional component, which
requires a license. On your personal computer, the Complement
Attendant Software displays your telephone directory in a series of tabs.
Each tab sorts the directory by a different type of information, for
example, by last name, by department, or by extension.
When you answer a call using the Complement Attendant Software, you
can select a user from the directory and transfer the call to that user.
Table 13 describes the main elements of the Complement Attendant
Software screens.
Table 13 Elements of the Complement Attendant Screens
Field
Purpose
Display Panel
Displays Caller ID information (name and extension number),
the status of a call, and the duration of the call. The number of
calls displayed depends on the number of access lines that you
have specified in your general settings.
Find/Phone# Display Provides the extension number and name of the person
selected in the directory.
Clear Button
Cancels previous criteria.
Extension Tab
Sorts the data in the directory by listing the extension numbers
in ascending order.
First Tab
Sorts the list of users in alphabetical order by first name.
Last Tab
Sorts the list of users in alphabetical order by last name.
Department Tab
Sorts the directory by the user department.
Hidden Tab
Hides entries in the NBX directory that you do not want to
appear on other tabs, such as conference room phones.
Quick Tab
Provides access to frequently used entries in the directory.
Complement Attendant Software
117
Table 14 describes Complement Attendant Software buttons and the
keyboard shortcuts to functions on the Action menu.
Table 14 Attendant Software Buttons and Keyboard Shortcuts
Button
Purpose
Keyboard
Shortcut
Answer
Answers an incoming call.
Alt+A
Dial
Dials a selected number to place an outgoing call.
Alt+D
Park
Places a call in a “holding pattern” so that it can
be retrieved from another telephone on the
system.
Alt+K
UnPark
Releases a caller from a “holding pattern.”
Alt+U
Release
Terminates a call.
Alt+R
Hold
Places a caller on hold.
Alt+H
UnHold
Removes a caller from being on hold and returns
to the call.
Alt+N
Transfer
Forwards a call to another telephone.
Alt+T
Complete Transfer Completes the transfer of a call.
Alt+M
Cancel Transfer
Cancels a transfer.
Alt+S
Conference
Establishes a single call with up to three additional Alt+C
internal or external parties.
Complete
Conference
Completes the conference call.
Cancel Conference Cancels the addition of a party to a conference
call.
Managing Calls
Alt+P
Alt+E
To manage incoming calls using the Complement Attendant Software,
click the buttons at the bottom of the screen, as described here:
1 Select a sort method by clicking the appropriate tab. For example, to
select a user by last name, click the Last tab.
2 Click the user’s name. The user’s extension number and name appear in
the Find/Phone # field.
3 Click the button for the way that you want to handle the call. For
example, to transfer a call, click Transfer. To park a call, click Park.
For additional information on using the Complement Attendant
Software, see the Help system in the software.
118
CHAPTER 9: 3COM 3105 AND 1105 ATTENDANT CONSOLES
A
TELEPHONE INSTALLATION AND
MAINTENANCE
This chapter covers these topics:
Connecting the
Telephone
■
Connecting the Telephone
■
Attaching and Adjusting the Articulating Support Bracket
■
Attaching and Adjusting the Fixed Support Bracket
■
Moving Your Telephone
■
Swapping Telephones
■
Cleaning Your Telephone
■
Troubleshooting Problems
Although the connector layout varies between telephones, all 3Com
Telephones and attendant consoles use these symbols to identify the
connectors:
■
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 3100 Entry Telephones
■
3Com 3101 Basic Telephones
■
3Com 3102 Business Telephones
■
3Com 3103 Manager’s Telephones
■
3Com 3105 Attendant Consoles
■
Older 3Com telephones that include “PE” in the part number
Switch port for connecting a computer or other network device, such as a
3Com Attendant Console, to the network.
Handset connector.
120
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Figure 11 shows underside of the 3Com 3102 Business Telephone.
Connection details for each type of 3Com device are listed on the
packing sheet that is shipped with the device.
Figure 11 Underside of the 3Com 3102 Business Telephone
CAUTION: The NBX system operates over the LAN, not through traditional
telephone wiring. Your telephone connects to the NBX system through an
RJ-45 LAN connector instead of an RJ-11 telephone connector. Your
telephone will not work unless it is connected properly. Ask your
administrator if you have questions about your telephone connection.
The underside of a 3Com Telephone or attendant console includes:
1 AC power adapter connection.
2 Ethernet connector for connection to the LAN.
3 Ethernet connector for an optional connection to your desktop computer.
Not on 3100.
4 Handset connector
5 Headset connector (3102 and 3103 only)
6 Tabs for the support bracket
■
For information about the underside of each 3Com Telephone, and for
information about how to connect any 3Com Telephone or Attendant
Console to a Power over Ethernet source, see the packing sheet that
comes with the device.
Attaching and Adjusting the Articulating Support Bracket
■
Attaching and
Adjusting the
Articulating
Support Bracket
121
The following device support brackets have built-in strain relief
clamps: 3101, 3102, 3103, 3105, and 3100.
The articulating support bracket is common to the following devices:
■
3Com 3105 Attendant Console
■
3Com 3101 and 3101SP Basic Telephones
Figure 12, Figure 13, and Figure 14 show the 3Com 3102 Business
Telephone. The instructions apply to all of these devices.
Figure 12 Attaching the Support Bracket
1 Bracket
2 Mounting supports
3 Cable management clamps
To attach the support bracket, snap the bracket into the mounting
supports on the bottom of the telephone. After you connect the cables to
the phone, press the cables into the cable management clamps on the
stand.
122
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Figure 13 Adjusting the Support Bracket
1 Lock tab
To adjust the support bracket, press to release the lock tab, rotate the
bracket to the position that you want, and then release the lock tab.
Figure 14 Wall Mounting
1 Bottom supports
When you mount a device on a wall, attach the support bracket and
adjust it so that the bottom of the support bracket rests against the
bottom supports on the device.
Safe wall mounting requires 3/4-inch drywall and 1.5-inch drywall screws.
Attaching and Adjusting the Fixed Support Bracket
Attaching and
Adjusting the Fixed
Support Bracket
123
The fixed support bracket is common to the following devices:
■
3Com1105 Attendant Console
■
3Com 2101 Basic Telephone
The fixed support bracket can be attached in low profile, high profile, or
wall mount positions. Tabs on the underside of the telephone slip into
slots on the bracket, and the opposite mounting points snap into place.
Low-Profile and
High-Profile Positions
In Figure 15, the support bracket is outlined to show you how to install
the device in the low-profile and high-profile desktop positions.
Figure 15 Low-Profile and High-Profile Desktop Positions
124
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Wall-Mount Position
To mount a device on a wall, put the bracket on the opposite end of the
telephone in the low-profile position. Pull and twist the knob on the
underside of the phone 90 degrees (Figure 16) so that the spring- loaded
peg projects out on the top of the phone (Item 1 in Figure 17).
Figure 16 Knob for the Handset Support Peg
Figure 17 shows an 3Com 2102 Telephone in the wall-mount position.
Safe wall mounting requires 3/4-inch drywall and 1.5-inch drywall screws.
Figure 17 Wall-Mount Position
1
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
Moving Your Telephone
Security Wall-Mount
Bracket
125
An optional security wall-mount bracket that ensures that the device
cannot be removed by unauthorized persons is available for the following
devices:
■
3Com 2101Basic Telephones
For how to order this bracket, consult your 3Com NBX Voice-Authorized
Partner. Read and follow the instructions that come with the bracket.
Moving Your
Telephone
All 3Com Telephones have the Automatic Telephone Relocation feature.
Each telephone has a unique “address.” You can move your telephone to
another location, connect it to any Ethernet jack on the LAN, and still
maintain all of your personalized features, speed dials, and extension
number.
Swapping
Telephones
Because your extension number and personal settings are associated with
your physical telephone, only your administrator can move phone
extension settings from one telephone to another.
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 15 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.
126
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Table 15 Possible Problems
Possible Problem
My telephone has no dial
tone. The display panel is
blank.
Suggested Solutions
■
■
■
■
My telephone has “locked
up.”
■
■
Callers cannot leave
messages on my voice mail.
■
■
When I park a call, the
display panel shows “Park
xtn in use,” and the call
returns to my telephone.
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 each Ethernet cable is 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 still appears to
be locked, disconnect the electrical power for your
telephone, and then plug it back in.
Your mailbox may be full. Log in to your voice
mailbox and delete some messages.
Your telephone may be set up for Greeting Only
Mailbox. Log in to NBX NetSet > NBX
Messaging and clear the Greeting Only Mailbox
checkbox.
You have selected a Call Park extension that is already
in use. Try another Call Park extension. Your
administrator can add additional Call Park Extensions.
For details, see “Call Park” in Chapter 7.
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.”
After I call another user in
my organization, I hear a
tone but no ringing.
The other user may have the Hands Free Active on
Intercom feature enabled. Begin speaking after you
hear the tone.
On my 3Com Business
Telephone or 3Com
Manager’s Telephone, all
incoming internal calls
come over my speaker
phone.
You have the Hands Free Active on Intercom feature
enabled.
Troubleshooting Problems
127
Table 15 Possible Problems (continued)
Possible Problem
Suggested Solutions
When I try to access the
Ask your administrator to verify the IP address that you
NBX NetSet utility, I do not typed into your web browser.
get a response after I type
the NBX system’s IP address
and press Enter.
I am unable to log in to the You must set up your voice mail before you can use the
NBX NetSet utility.
NBX NetSet utility. Press the Message button. The
prompts guide you through the setup. Then use your
voice mail password to access the NBX NetSet utility. If
you are on an analog telephone, see “Setting Up Your
Password and Voice Mail for the First Time” in
Chapter 1.
My telephone is not
forwarding my incoming
calls to my voice mailbox.
In NBX NetSet > User Information > Call Forward
Default, verify that you have selected Forward to
Voice Mail as your call coverage point. For details, see
“Forwarding Incoming Calls” in Chapter 5.
I added a One-Touch speed Use only numeric characters in your Speed Dial setup.
dial, but the telephone
For details, see “Special Case: One-Touch Speed Dials”
does not dial that number. in Chapter 6.
I try to pick up a call ringing
on another telephone using
Directed Call Pickup, but it
fails.
My telephone keeps
ringing after I pick up the
handset.
The telephone that you are using to pick up the call
may not be in the same group as the telephone that is
ringing and the telephone group to which the ringing
telephone belongs does not allow nonmember pickup.
See “Call Pickup” in Chapter 7.
■
■
Your telephone may have lost connection to the
system immediately after a call came in. Remove the
Ethernet cord from the jack, then re-insert it into
the wall jack.
Wait a few seconds. If the telephone continues to
ring, disconnect the electrical power for your
telephone, and then plug it back in.
The display panel shows
“Wait for NCP.”
Your telephone may be disconnected from the system.
Hang up your telephone and wait a few seconds. Then
pick up the handset. If the message still appears on
your telephone display panel, contact your
administrator.
I dial an external call but
nothing happens.
You may be required to enter an account code to
complete the call. See “Account (Billing) Codes” in
Chapter 7.
128
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
INDEX
A
Access buttons
1105 Attendant Console 114
2101 Basic Telephone 27
3101 and 3101SP Basic Telephones 21
3105 Attendant Console 113
account codes and billing codes 80
feature code 107
ACD 84
and the Do Not Disturb feature 73
feature code 107
administrator, definition 10
agent (supervisory monitoring) 89
change 92
all calls, forwarding 50
All Ports Busy message 126
analog telephones on an NBX system 13
announcements, broadcasting 94, 95
answering calls 45
applying your call permissions to another
telephone 74
Attendant Console
1105 Access buttons 114
3105 Access buttons 113
creating labels 67
overview 112
Auto Attendant, definition 10
automatic call distribution (ACD) 84
feature code 107
automatic telephone relocation 63
B
barge-in 91
billing and account codes 80
feature code 107
blocking
internal and external ID 81
unauthorized outbound calls 73
bracket
2101, security wall-mount 125
2101, telephone support 123
3101 and 3101SP, telephone support 121
branch offices, calling 100
bridged extensions 102
broadcasting announcements 94, 95
busy line (call forwarding) 50
buttons
1105 Attendant Console 114
2101 Basic Telephone 25
3101, 3101SP Basic Telephones 19
3105 Attendant Console 113
C
call centers 84
call coverage point 49
call forward
all calls 50
busy line 50
call coverage point 49
default 51, 53
feature codes 107
override 54
precedence 55
problems with 127
ring no answer 50
call logs, on telephone display panel 47
call park
default extensions 92
feature code 108
introduction 92
retrieving a parked call 93
Call Park button
1105 Attendant Console 115
3105 Attendant Console 113
call permissions
applying yours to another telephone 74
introduction 74
call pickup
directed 83
feature codes 108
group 83
introduction 83
problem 127
call toggle
feature code 108
130
INDEX
Call Toggle button
2101 Basic Telephone 27
managing incoming calls 46
caller ID
feature code 108
identity restriction 82
restricting on outbound calls 81
calling groups
and the Do Not Disturb feature 73
feature code 107
overview 84
sample configuration 88
Calling Line Identity Restriction (CLIR) 82
feature codes 108
CAS 116
change agent (supervisory monitoring) 92
Class of Service (CoS) override 74
feature code 108
cleaning telephones 125
CLIR 82
feature codes 108
coaching 91
codes
account and billing 80
feature codes 105
NBX Feature Codes Guide 9
Complement Attendant Software (CAS)
computer screens and tabs 116
features 116
introduction 111
keyboard shortcuts 117
conference calls
adding parties 59
dropping last party 60
feature code 108
introduction 59
configurable operators 96
confirmation tone 105
connecting a headset
general 75
connecting telephones 63, 125
caution, RJ-45 versus RJ-11 jacks 120
electrical power 119
conventions, documentation 10
creating voice mail messages 37
customer (supervisory monitoring) 90
D
delayed ringing 102
dial tone 105
troubleshooting a 3Com Telephone 126
dialing calls
other methods 48
redial 49
release with headset 75
switching from pulse to tone 103
direct mail transfer
feature code 108
overview 59
Direct Mail Transfer button
1105 Attendant Console 115
3105 Attendant Console 113
directed call pickup 83
display panel
2101 Basic Telephone 26
3101 and 3101SP Basic Telephones 20
call logs, user directory, and speed dial lists 47
icons, 2101 Basic Telephone 28
Do Not Disturb Feature
and call forwarding 55
Do Not Disturb feature 72
feature code 108
dual tone multi-frequency (DTMF) dialing 103
dynamic hunt groups 87
E
electrical shock, avoiding 125
e-mail
getting voice mail messages in 42
notification of voice mail messages 68
error tone 105
External Paging
dial code 94
external telephone calls, dialing 49
F
feature active tone 106
Feature button
2101 Basic Telephone 27
3101 and 3101SP Basic Telephones 22
feature codes 105
Feature Codes Guide in NBX NetSet utility 13
feature entry tone 105
feature settings
Call Forward All 50
Call Forward Busy 50
Call Forward No Answer 50
CLIR-All 82
Do Not Disturb 73, 74
Forward Calls to Mail 51
Find/Phone Tab, Complement Attendant Software
(CAS) 116
G
flash, feature code 108
forgot my password 30, 32
Forward to Voice Mail 51, 108
forwarding calls
all calls 50
directly to another user’s mailbox 59
no answer 50
to your call coverage point 49
to your voice mailbox 49
to your voice mailbox from a Basic
Telephone 51
unanswered calls 49
forwarding voice mail messages 36
FWD MAIL 51
G
Greeting-Only mailboxes 42
group call pickup 83
group lists, personal voice mail
creating 38
modifying 39
group voice mailbox 43
H
handset volume 61
headset
using 75
volume 61
hold
2101 Basic Telephone 56
3101 and 3101SP Basic Telephones 55
by parking calls on a 2101 Basic Telephone 92
feature code 108
introduction 55
more than one call 56
Hold button
1105 Attendant Console 115
2101 Basic Telephone 27
3101 and 3101SP Basic Telephones 21
3105 Attendant Console 113
hunt groups
and the Do Not Disturb feature 73
calling groups 88
dynamic 87
feature code 107
introduction 86
logging in to or out of 88
sample configuration 87
static 87
131
I
icons in the NBX NetSet utility
navigation 16
shortcuts 16
icons, display panel
locked telephone 73
status on 2101 Basic Telephone 28
incoming calls
ACD groups 84
answering 45
calling groups 86
forwarding directly to another user’s mailbox 59
hunt groups 86
on a 2101 Basic Telephone 46
transferring 57
indicators of voice mail messages
off-site notification 68
on your phone 32
installing telephones 119
intercom
internal paging 94, 95
internal caller ID 81
internal calls, dialing 49
Internal Paging
dial code 94
J
jack, Ethernet 64
L
Label cover tabs
3105 Attendant Console 113
LabelMakers
for attendant consoles 67
for telephones 67
Windows Desktop shortcut 68
labels
Attendant Console, creating 67
printing 67
length of voice messages 30
lights, status
3101 and 3101SP Basic Telephones 23
listening to messages 32
from remote telephones 33
lists
display lists feature code 109
modifying personal voice mail group lists 39
personal voice mail group lists 38
printing speed dials 67
132
INDEX
locking your telephone
blocking unauthorized calls 73
feature code 108
off-site notification restriction 70
logs on NBX telephone display panel
answered calls 47
dialed calls 47
missed calls 47
long-distance calls, preventing 73
M
mail group lists
personal 38
system 38
mailboxes
greeting-only 42
group 43
phantom 43
setting up personal 13
maintenance, telephone 119
Message button
2101 Basic Telephone 27
3101 and 3101SP Basic Telephones 21
message waiting indicator for voice mail
2101 Basic Telephone 32
3101 and 3101SP Basic Telephones 20, 32
analog telephones 32
message waiting indicator to telephone 97
cancelling 99
deleting 98
feature codes 108
retrieving 98
sending 97
messages
creating and sending 37
forwarding 36
listening, from a remote location 33
listening, from telephone 33
listening, NBX NetSet utility 32
maximum length 30
private 41
replying to 35
sending 37
urgent 41
Messaging, NBX 29
microphone
3101SP Basic Telephone 21
monitor 90
monitoring, supervisory 89
moving telephones 64, 125
MSG button
2101 Basic Telephone 27
Mute button
3101 and 3101SP Basic Telephones 21
MWI
See message waiting indicators
N
name announcement
changing 31
setting the first time 14
NBX Basic Telephone
2101 25
3101 and 3101SP 19
NBX Messaging 29
NBX NetSet password
changing 14
forgotten 14
initial 14, 16
overview 30
NBX NetSet utility
getting started 16
listening to messages 32
overview 15
problems with 127
new messages dial tone 105
notification, off-site 68
O
off-site notification 68
managing using the telephone 72
operators
configuring 96
viewing 96
outbound calls
dialing 48
speed dials 64
P
page zones
extensions 95
pager, off-site notification 68
paging 94
required equipment 94, 95
to announce a parked call 92
zones 95
Park button
3105 Attendant Console 113
parking a call
feature code 108
overview 92
retrieving a parked call 93
Q
passwords
changing in the NBX NetSet utility 16
changing on the telephone 30
feature codes 109
forgotten 30, 32
security tips 31
permissions
allowed calls 74
viewing your call permissions 74
persistent features 106
personal greeting
changing 31
selecting 31
setting the first time 14
personal speed dial numbers 65
personal voice mail group lists
creating 38
modifying 39
phantom mailboxes 43
picking up calls 83
feature codes 108
position, wall-mount bracket 124
printing labels 67
printing speed dial lists 67
private messages 41
problems, solving 119
programmable Access buttons
1105 Attendant Console 114
2101 Basic Telephone 27
3101 and 3101SP Basic Telephones 21, 22
3105 Attendant Console 113
public address system 94, 95
pulse dialing 103
feature codes 109
Q
Quick Reference sheets 17
R
receptionist
and the Attendant Console 112
and the Complement Attendant Software
(CAS) 116
definition 10
redialing calls 49
feature code 109
release, feature code 109
releasing calls with headset 75
relocating telephones 125
remote notification 68
remote offices, calling 100
replying to voice mail messages 35
ring no answer (call forwarding) 50
ringer
tone, choosing 64
volume 61
ringing
delayed 102
Do Not Disturb 72
RJ-11 jack caution, avoiding use with 3Com
Telephones 120
RJ-45 jack caution, using instead of RJ11 120
S
scroll buttons
2101 Basic Telephone 27
3101 and 3101SP Basic Telephones 21
security
passwords 30, 31
preventing unauthorized outbound calls 73
wall-mount bracket, 2101 125
sending messages 37
shared telephone lines
bridged extensions 102
delayed ringing 102
hunt groups 84
Shift button
1105 Attendant Console 114
3105 Attendant Console 114
show lists, feature code 109
silent monitor 90
Simultaneous Paging
dial code 94
site codes 100
soft buttons
2101 Basic Telephone 27
3101 and 3101SP Basic Telephones 20
software, Complement Attendant (CAS) 116
sound volume
2101 Basic Telephone 27
3101 and 3101SP Basic Telephones 21
Speaker button
3101SP Basic Telephone 21
speaker phone
3101SP Basic Telephone 21
feature code 109
problems with 126
using 49
volume 61
133
134
INDEX
speed dials 64
One-Touch 66
personal speed dial numbers 65
printing lists of 67
problems with 127
system-wide speed dial numbers 66
status icons, 2101 Basic Telephone display panel 28
supervisory monitoring 89
supervisor 90
support brackets
1105, attaching 123
2101, attaching 123
2101, security wall-mount 125
3101 and 3101SP, attaching 121
3105, attaching 121
system voice mail groups 38
T
tabs, Complement Attendant Software (CAS)
screens 116
telephone icons, 2101 Basic Telephone display
panel 46
telephone maintenance 119
telephone number, for off-site notification 69
telephone support brackets
1105 123
2101 123
3101 and 3101SP 121
3105 121
telephones
cleaning 125
connecting 119
mounting 1105 123
mounting 2101 123
mounting 3101 and 3101SP 121
mounting 3105 121
moving and swapping 125
time-of-day calling restrictions 73
toggle calls
feature code 108
toll calls, preventing others from dialing 74
tone dialing 103
tones, 3Com Telephones 105
tones, ringer selection 64
Transfer button
1105 Attendant Console 115
2101 Basic Telephone 27
3101 and 3101SP Basic Telephones 23
3105 Attendant Console 113
transferring calls 57
feature code 109
troubleshooting
introduction 119
list of possible problems 125
U
unauthorized use of telephone, preventing 73
urgent messages 41
user, definition 10
V
version, feature code 109
voice mail
accessing through e-mail 42
changing your password 30
components 29
creating messages 37
forwarding 36
greeting-only mailbox 42
group mailboxes 43
groups 38
indicators 32
initializing 13
listening remotely 33
listening to messages 32
maximum message length 30
password security tips 31
personal group lists, creating and modifying 39
private messages 41
problems with 126
replying to 35
retrieving from a remote location 33
sending 37
setting up 13
urgent messages 41
volume control buttons
2101 Basic Telephone 27
3101 and 3101SP Basic Telephones 21
volume settings 61
feature codes 109
W
Wait for NCP message 127
wall-mount bracket 124
whisper 91
Windows Desktop shortcut, for LabelMaker 68
Z
zone paging 94
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