3com VCX manual

VCX Basic Telephone
Guide
™
VCX™ Connect IP Telephony Solution
System Release 8.0
Part Number 900-0510-01 Rev AA
Published April 2008
http://www.3com.com/
3Com Corporation
350 Campus Drive
Marlborough, MA
01752-3064
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If there is any software on removable media described in this documentation, it is furnished under a
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on the removable media in a directory file named LICENSE.TXT or!LICENSE.TXT. If you are unable to locate
a copy, please contact 3Com and a copy will be provided to you.
UNITED STATES GOVERNMENT LEGENDS:
If you are a United States government agency, then this documentation and the software described herein
are provided to you subject to the following:
United States Government Legend: All technical data and computer software is commercial in nature
and developed solely at private expense. Software is delivered as Commercial Computer Software as
defined in DFARS 252.227-7014 (June 1995) or as a commercial item as defined in FAR 2.101(a) and as
such is provided with only such rights as are provided in 3Com’s standard commercial license for the
Software. Technical data is provided with limited rights only as provided in DFAR 252.227-7015 (Nov
1995) or FAR 52.227-14 (June 1987), whichever is applicable. You agree not to remove or deface any
portion of any legend provided on any licensed program or documentation contained in, or delivered to
you in conjunction with guide.
Unless otherwise indicated, 3Com registered trademarks are registered in the United States and may or
may not be registered in other countries.
3Com and the 3Com logo are registered trademarks of 3Com Corporation. VCX is a trademark of 3Com
Corporation.
Other brand and product names may be registered trademarks or trademarks of their respective holders.
CONTENTS
ABOUT THIS GUIDE
Conventions 8
Figures 8
Related Documentation
Comments 9
1
9
GETTING STARTED
VCX Telephone Overview 12
Initial Voice Mailbox Setup 13
Configuration Options 14
Additional Information Sources 14
2
VCX BASIC TELEPHONES — MODELS 3101 AND 3101SP
Buttons and Controls 16
Access Buttons 19
Status Lights for System Appearance Buttons
3
3105 ATTENDANT CONSOLE
3105 Attendant Console 22
Access Buttons 22
Feature Buttons 22
Printing Labels 24
Attendant Console Status Lights
4
BASIC TELEPHONE OPERATION
Logging In to Your Telephone 28
Changing Your Password 29
Answering a Call 30
Answering a Second Call 30
Making Calls 30
25
20
4
Making Internal Calls 30
Redialing a Call 31
Making External Calls 31
Making a Call to a Remote Office 31
Using Unique Extensions 31
Class of Service Override 32
Terminating Calls 33
Using the Telephone Display Panel 33
Controlling the Volume 35
Putting a Call on Hold 36
Music on Hold 36
Dialing a New Call While on a Call 36
Answering a New Call While on a Call 36
Transferring a Call 37
Unattended Transfer 37
Attended Transfer 37
Serial Transfer 38
Mapped Button Method 38
Serial Transfer Feature Code Method 38
Muting Calls 39
Mute Ringer 39
Activating Do Not Disturb 40
Activating Malicious Call Trace 40
5
FEATURE CODES
Feature Code Overview 44
Using Feature Codes 44
Feature Codes 45
6
STANDARD FEATURES
Viewing the Call History 52
Viewing the User Directory 53
Controlling Caller ID 54
Setting up a Conference Call 55
Setting up an Unannounced Conference 55
Setting up an Announced Conference 55
Adding a Recipient to an Existing Conference 56
5
Creating a Cascaded Conference 56
Dropping Conference Recipients 56
Camping on a Busy Extension 57
Transferring Your Telephone Settings to Another Phone
Forwarding Calls to Voice Mail 59
Transferring a Call to Another User’s Voice Mail 60
Call Waiting 61
Speed Dialing 61
Configuring Personal Speed Dial Numbers 62
Editing Personal Speed Dial Numbers 63
Dialing Personal Speed Dial Numbers 63
Dialing System Speed Dial Numbers 64
Call Forwarding 65
Call Forward Ring No Answer 66
Call Forward Busy Line 66
Call Forward Universal 66
Call Park 66
Paging 68
Paging a Group 68
Call Pickup 69
Directed Call Pickup 69
Group Call Pickup 69
Call Pickup Interaction With Other Features 70
Silent Monitor and Barge In 70
Monitoring a Call 72
Barging In 72
Blocking Call Monitoring 73
Remote Call Forward 74
Hunt Groups 75
Hunt Group Types 76
Logging In to a Hunt Group 78
Hunt Group Interaction With Other Features 79
Viewing Hunt Group Membership and Status 80
Emergency Telephone Number Dialing Service 81
7
USING THE VCX USER INTERFACE
Accessing the VCX User Interface
84
58
6
VCX User Interface Overview 84
Enabling Call Forwarding 88
Configuring a Call Coverage Point
Logging Out 90
A
89
TELEPHONE INSTALLATION AND MAINTENANCE
Connecting the Telephone 92
Attaching and Adjusting the Articulating Support Bracket
Opening the 3105 Attendant Console Label Cover 96
Moving Your Telephone 96
Swapping Telephones 96
Cleaning Your Telephone 97
Troubleshooting Problems 97
INDEX
93
ABOUT THIS GUIDE
This guide describes how to set up and use 3Com® VCX™ telephones
and consoles.
This guide is for users of the following VCX hardware and software:
■
VCX 3101 Basic Telephone
■
VCX 3105 Attendant Console
If release notes are shipped with your product and the information there
differs from the information in this guide, follow the instructions in the
release notes.
CAUTION: The 3Com telephone system operates over the Ethernet local
area network (LAN), not through a traditional telephone connection.
Your telephone is connected to the 3Com system through an RJ45
Ethernet connector instead of through an RJ11 telephone connection.
Your telephone will not work unless it is connected correctly.
For information about installing your telephone, see the packing sheet
that came in the box with your telephone. The model number is on the
underside of the telephone. Contact your administrator if you have
questions about your telephone connection.
For information about the voice mail system and features, see the IP
Messaging Module User Guide - 3Com Native Interface or the IP
Messaging Module User Guide - Traditional Interface, depending on the
Telephone User Interface (TUI) enabled for your phone.
8
ABOUT THIS GUIDE
Conventions
Table 1 and Table 2 list conventions that are used throughout this guide.
Table 1 Icons
Icon
Type
Description
Information note
Information about important features or
instructions.
Caution
Alerts you to potential loss of data or
potential damage to an application, system,
device, or network.
Warning
Alerts you to potential personal injury.
Table 2 Text Conventions
Convention
Description
Screen displays This typeface represents information as it appears on the
screen.
Commands
The word “command” means that you must enter the
command exactly as shown and then press Return or Enter.
Commands appear in bold. Example:
To remove the IP address, enter the following command:
SETDefault!0 -IP NETaddr = 0.0.0.0
Words in italics
Figures
Italics are used to:
■
Emphasize a point.
■
Denote a new term at the place where it is defined in the
text.
This guide provides figures and screen captures that contain sample data.
This data may vary from the data on an installed system.
Related Documentation
Related
Documentation
9
These 3Com documents contain additional information about the
products in this release that are a part of or support the 3Com
Convergence Application Suite.
For documentation on VCX IP Telephony and Messaging, related
application software, and hardware, open a browser and navigate to this
location: http://csoweb4.3com.com/VCX/vcx_doc.cfm.
Comments
Send e-mail comments about this guide or about any Voice product
documentation to:
[email protected]
Include the following information with your comments:
■
Document title
■
Document part number (found on the front page)
■
Page number
■
Your name and organization (optional)
Example:
VCX Basic Telephone Guide
System Release 8.0
Part Number 900-XXXX-01 Rev AA
Page 25
Please address all questions regarding the 3Com software to your
authorized 3Com coordinator.
10
ABOUT THIS GUIDE
1
GETTING STARTED
This chapter provides a general description of your VCX telephone and
describes the steps you must complete to use your phone.
This chapter includes the following topics:
■
VCX Telephone Overview
■
Initial Voice Mailbox Setup
■
Configuration Options
■
Additional Information Sources
12
CHAPTER 1: GETTING STARTED
VCX Telephone
Overview
Your VCX telephone must be configured to work in an IP network. This
means your telephone must be assigned an IP address so it can
communicate with other VCX phones and devices. Typically, your
administrator assigns IP values, including an IP address, as part of the
installation process.
During the installation process, your administrator creates an account for
you. This account includes a telephone number and a voice mailbox. Your
administrator also assigns a password that associates your telephone
number and a voice mailbox with your account.
This chapter assumes that your administrator has either logged you in to
your telephone or has given you login instructions.
■
If you are logged in, the Display Panel on your telephone shows the
current date and time, and your extension.
■
If you are not logged in, see Logging In to Your Telephone.
This guide describes the features available with your telephone, such as
telephone button functions, making and forwarding calls, and speed
dialing. In addition, your account includes a voice mailbox. Voicemail
features are provided by 3Com IP Messaging software. These features,
such as listening to or sending messages, are described in the IP
Messaging guide associated with your messaging system. See Additional
Information Sources.
The settings on your telephone, including your extension, personal
settings, and system settings, remain the same even when you move your
telephone from one Ethernet jack to another, as long as both Ethernet
connections are part of the same network.
One of the benefits of a telephone configured with an IP address is
portability. Depending on how your administrator has configured the
VCX system, you may be allowed to configure another VCX telephone in
the system to duplicate your primary telephone simply by logging in to
the other telephone using your password (see Transferring Your
Telephone Settings to Another Phone).
Your VCX telephone can provide many features. Some of these features
are optional. Your administrator determines which features are available
for your telephone.
Initial Voice Mailbox Setup
Initial Voice
Mailbox Setup
13
When a caller dials your telephone number and you are unable to answer
the call, the caller hears a recording and is prompted to leave a message.
Before you can listen to messages in your voice mailbox, you must record
your name, a personal greeting, and change the default password you
use to access your mailbox.
Your administrator will provide you with the default password for initial
mailbox access. Typically, the default password is the last 4 digits of your
telephone number. The first time you access your voice mailbox, the
system prompts you to change your password, record your name, and
record a personal greeting.
Note that the password you use to access your voice mailbox is not the
same password you use to log in to your telephone. When you change
the default voicemail password in the following procedure, you do not
change the telephone login password.
To initialize your mailbox:
1 Lift the handset.
2 Press the message button on your telephone (see the chapter in this
guide that describes the buttons and controls for your particular
telephone model).
3 At the password prompt, use the keypad to enter your default password.
The voice prompt system describes the initialization process and
introduces the Setup Assistant function.
4 Follow the voice prompts to:
a Enter a new password (ask your administrator for password length
requirements; use digits only, * and # are invalid characters).
b Record a name announcement.
c Record a personal greeting.
5 Hang up.
14
CHAPTER 1: GETTING STARTED
Configuration
Options
Simple VCX telephone operations (for example, making a call,
transferring a call, and putting a call on hold) require no configuration.
These operations are described in Chapter 4.
Many VCX features, however, do require configuration (for example, call
forwarding and speed dialing). In general, you can configure these
features using one of the following methods:
■
The Telephone User Interface (TUI) is a phone-based interface that
allows you to manage your user account and VCX telephone by
entering commands using the telephone keypad. The command used
to enable or disable a feature is executed by entering a feature code.
Configuration options and prompts are displayed on the telephone
Display Panel. See Chapter 6 for more information on using the TUI.
Many options configured through the TUI require entering a feature
code.
■
■
■
■
Additional
Information
Sources
Basic telephone operation, such as making calls and putting a call
on hold, is described in Chapter 4.
Features that must be configured, such as speed dialing and call
forwarding, are described in Chapter 6.
Feature codes are described in Chapter 5.
The VCX User Interface is a web browser-based application that allows
you to manage your user account and VCX telephone. Most of the
options available through this interface are also available through the
TUI. See Chapter 7 for more information on using the VCX 7000 User
Interface.
You may also want to refer to the following documents in the VCX
documentation set for additional information:
■
VCX Basic Telephone Quick Reference Guide — Provides a single-sheet
reference that describes commonly used Model 3101 telephone
features.
■
IP Messaging Module User Guide - 3Com Native Interface or the IP
Messaging Module User Guide - Traditional Interface — Provides
information about the voicemail system and features available on your
phone. The Guide you should reference depends on the Telephone
User Interface (TUI) enabled on your phone. Ask your administrator for
details.
2
VCX BASIC TELEPHONES —
MODELS 3101 AND 3101SP
This chapter describes the buttons, controls, and features on the 3Com®
VCX™ Model 3101 and Model 3101SP Basic Telephones.
The chapter includes the following topics:
■
Buttons and Controls
■
Access Buttons
■
Status Lights for System Appearance Buttons
For information about the 3105 Attendant Console, see Chapter 3.
To verify the model number of your telephone, refer to the label under
the phone.
16
CHAPTER 2: VCX BASIC TELEPHONES — MODELS 3101 AND 3101SP
Buttons and
Controls
Figure 1 shows the buttons and controls on the VCX Model 3101SP Basic
Telephone. The VCX Model 3101 Basic Telephone does not include a
microphone, 8, or a speaker button and its indicator light, 10. All other
controls are identical on the two telephones.
Figure 1 VCX Model 3101SP Basic Telephone
1
2
3
16
15
14
4
13
12
5
11
6
7
10
9
8
1 Soft buttons — Use the soft buttons to navigate through Display Panel
options. A button’s function depends on the option selected. The buttons
are, left to right:
■
Slct (Select) — Use this button to select a displayed item. For example,
you can use this button to automatically dial a previously placed or
received call or a missed call.
■
Back — Use this button to move the cursor backwards one space and
delete the current space). You can also use this button to sort
displayed items.
■
Exit — Use this button to exit the currently displayed option.
Buttons and Controls
17
2 Message Waiting Indicator (MWI) — When lit, indicates that you have
at least one unreviewed message (voice, e-mail, or fax) in your mailbox.
Also, this indicator flashes when your telephone rings.
3 Display Panel — Displays telephone status messages, Caller ID
information (if enabled), and the number of new messages (voice, e-mail,
and fax) that you have in your mailbox (see Using the Telephone Display
Panel for more information on how message status determines the
message list).
You can also use the Display Panel to view or enable features available
through the Main Menu and with feature codes (see Chapter 5 for
information on using feature codes).
You can access the Main Menu by pressing the Program button. The
following features are available from the Main Menu:
■
User Directory — Displays a directory of the people in your
organization. See Viewing the User Directory.
■
Call History — Displays logs of your recent missed, answered, and
dialed calls. See Viewing the Call History.
■
Personal Speed Dial — Personal speed dial numbers can be
configured at the telephone or through the VCX User Interface, which
is accessed through the web (see Chapter 7). The VCX Model 3101
and 3101SP Basic Telephones have no buttons that can be mapped for
speed dialing.
■
System Speed Dial — System speed dial numbers can be configured
at the telephone or through the VCX User Interface, which is accessed
through the web (see Chapter 7). The VCX Model 3101 and 3101SP
Basic Telephones have no buttons that can be mapped for speed
dialing.
■
Advanced Settings — Configures network parameters.
CAUTION: This option is for administrator use only. Unauthorized
modification of these parameters will disconnect your phone.
4 Scroll buttons (Up, Down, Left, Right, Center) — Perform the
following functions:
■
The Up and Down buttons allow you to scroll through the items in
the telephone Display Panel.
■
The Center button displays the Main menu in the Display Panel.
■
The Left and Right buttons are reserved for future use.
18
CHAPTER 2: VCX BASIC TELEPHONES — MODELS 3101 AND 3101SP
5 Message button — Press this button to access your messages through
the voice mail system; see the IP Messaging Module User Guide.
6 Hold button — Places a caller on hold. See Putting a Call on Hold.
7 Label area for Access buttons — The telephone label maker utility,
available through the 3Com web site, enables you to define and print a
new label for your Access buttons. See Printing Labels.
8 Microphone (3101SP only) — Activated when the telephone is in
speaker phone mode, that is, after you press the
(speaker) button.
For best results, keep the area around the microphone free of
obstructions. To minimize the effects of background noise, the
microphone is directional; it performs best when you are directly in front
of the telephone.
9 Access buttons— Buttons that are assigned specific features (for
example, Transfer) or that control a line for incoming and outgoing calls.
See Access Buttons.
10 Speaker button (3101SP only) — Enables you to use the speaker
phone feature. Press the
button before you dial the call, when your
telephone is ringing, or while a call is in progress. To turn the speaker off
and resume the conversation, pick up the handset.
The VCX Model 3101SP Basic Telephone includes a microphone and
supports speaker phone operation. The VCX Model 3101 Basic Telephone
does not support speaker phone operation and it does not have a
button.
11 Telephone key pad — Use these buttons to dial telephone numbers and
to access additional features.
12 Volume down — Lowers the volume of the ringer, the speaker, or the
handset. See Controlling the Volume
13 Mute button — Enables you to prevent callers from hearing what you
are saying during a telephone call, although you can still hear them. Press
the
button to turn off the telephone’s mouthpiece when you are
using the handset or the microphone (3101SP only) when your telephone
is in speaker phone mode. To turn off the Mute feature, press the
button again. The indicator lamp is lit when the Mute feature is enabled.
See Muting Calls.
14 Volume up — Raises the volume of the ringer, the speaker, or the
handset.See Controlling the Volume
Access Buttons
19
15 Speaker — Enables you to use the speaker phone feature. Press the
Speaker button before you dial the call, when your telephone is ringing,
or while a call is in progress. To turn the speaker phone off and resume
the conversation, pick up the handset.
16 Handset
Access Buttons
Figure 2 displays the Access buttons on the VCX Model 3101 and 3101SP
Basic Telephones. The functions assigned to these buttons cannot be
changed.
Figure 2 Access Buttons
6#830
6#8
Access buttons have the following settings:
1 The first button controls a line for incoming and outgoing calls (System
Appearance button; SA1).
2 The second button controls a line for incoming and outgoing calls
(System Appearance button; SA2).
3 Feature button — Allows you to access features that are not directly
assigned to an Access button on your telephone. For example, you can
use the Feature button to enable and disable Do Not Disturb. For more
information on feature codes, see Chapter 5.
4 Transfer button — Sends the currently active call to another telephone.
See Transferring a Call.
20
CHAPTER 2: VCX BASIC TELEPHONES — MODELS 3101 AND 3101SP
The telephone LabelMaker, available through the 3Com web site, enables
you to define and print a new label for your Access buttons. See Printing
Labels.
Status Lights for
System Appearance
Buttons
An Access button that is set up for incoming and outgoing calls is called a
System Appearance button. The light beside each System Appearance
button indicates the status. See Table 3.
Table 3 Status Indicator Lights for System Appearance Buttons
If the light is
The line is
Off
Available for use
Steady
In use
Blinking quickly
Ringing
Blinking slowly
On hold
3
3105 ATTENDANT CONSOLE
The 3105 Attendant Console enables a receptionist to handle high call
volumes efficiently. Although receptionists are the primary users of the
Attendant Console, it can also be used by busy sales representatives and
others who receive a high volume of telephone calls or who make
frequent calls to the same telephone numbers.
This chapter includes the following topics:
■
3105 Attendant Console — A device that works along with VCX
telephones to increase call handling capability. In many offices, the
Attendant Console is used by a receptionist or switchboard operator,
who is referred to in this guide as “the receptionist.”
22
CHAPTER 3: 3105 ATTENDANT CONSOLE
3105 Attendant
Console
The 3105 Attendant Console has 50 Access buttons and 4
preprogrammed Feature buttons. In effect, the Attendant Console is an
extension of the VCX Basic Telephone with which it is associated.
Figure 3 illustrates the buttons and controls on the VCX 3105 Attendant
Console.
Access Buttons
The 50 Access buttons on an 3105 Attendant Console can each have two
sets of assignments: 1 through 50, and 51 through 100. To toggle
between the two sets of assignments, press the Shift button.
Your administrator can assign features to each Access button. Possible
features include:
■
Status of internal telephone extensions (busy, available)
In the current release, when you assign a telephone extension to an
Attendant Console button, the button assignment does not become
effective until either the Attendant Console is rebooted or the telephone
registration interval elapses. The default registration interval is one hour
(3600 seconds).
Feature Buttons
■
Status of external telephone lines
■
Speed dials for user extensions:
The four Feature buttons are programmed for four of the five most
common features needed by a receptionist: Call Transfer, Call Hold,
Conference, Call Park, or Attendant Serial Call. The Shift button does not
affect the operation of the Feature buttons. Your administrator
configures the feature assigned to a particular Feature button using the
VCX User Interface, Central Management Console. The feature-to-button
mappings described in the list following Figure 3 are the defaults and
may not correspond to your configuration.
Your administrator also maps telephone extensions to Access buttons
using the VCX Administrator web interface.
Figure 3 and the text that follows it describe the features on the 3105
Attendant Console.
3105 Attendant Console
23
Figure 3 3105 Attendant Console
5
6
7
1
2
3
4
8
1 Transfer button — Enables you to send a call to another telephone. See
Transferring a Call.
2 Hold button — Places a caller on hold. See Putting a Call on Hold.
3 Conference button — Allows you to set up a 6-party conference call.
See Setting up a Conference Call.
4 Call Park button — Places a call in a “holding pattern” so that it can be
retrieved from any other telephone on the system. See Call Park.
Attendant Serial Call button — Enables you to send a call to another
telephone like Transfer, but the call rings back to you when the
destination hangs up. You can perform another transfer or other action.
Not mapped to a button by default, your administrator can map
Attendant Serial Call to any of the four buttons. See Serial Transfer.
5 Labels — You can print labels for your Attendant Console using the label
maker utility, which is available through the 3Com web site. See Printing
Labels.
6 Label cover tabs — Allow you to unsnap the plastic cover to insert
labels.
24
CHAPTER 3: 3105 ATTENDANT CONSOLE
7 Access buttons — If your administrator has mapped an extension to an
Access button, a light next to the button indicates whether the line is
available or in use, or whether an assigned feature is enabled. See
Attendant Console Status Lights.
Your administrator uses the VCX Administrator web interface to map
telephone extensions to Access buttons numbers. The interface numbers
each button. For example, the administrator may say that extension 4001
is assigned to button 1, extension 4002 is assigned to button 2, and so
on. On the Attendant Console, the buttons are numbered from top to
bottom, starting in the top left corner. (However, no number physically
appears next to a button.)
■
■
■
■
■
■
The first five buttons from the top in the left column correspond to
Access buttons 1 through 5. (The bottom four buttons are always
the Feature buttons.)
The second column of nine buttons correspond to Access buttons
6 through 14.
The third column of nine buttons correspond to Access buttons 15
through 23.
The fourth column of nine buttons correspond to Access buttons
24 through 32.
The fifth column of nine buttons correspond to Access buttons 33
through 41.
The sixth column of nine buttons correspond to Access buttons 42
through 50.
8 Shift button — Enables you to toggle between the two sets of Access
button assignments on the Console. Press the Shift button to switch
between assignments 1 through 50 and assignments 51 through 100.
The Shift button LED is lighted when you have buttons 51 through 100
selected.
Printing Labels
To create, print, and save labels for your Attendant Console (or any VCX
telephone):
1 Open a browser and navigate to:
http://csoweb4.3com.com/VCX/vcx_doc.cfm
2 Locate the LabelMaker program in the VCX Documentation section, and
download it to your system.
3105 Attendant Console
25
3 Locate the LabelMaker .exe file on your system and double-click the file
icon to start the LabelMaker program.
4 Find the page in the LabelMaker that has labels for your attendant
console.
5 Edit the label template by clicking any of the label text boxes to highlight
the existing text, and then typing new text.
6 Press Tab to move to the next text field in the label.
7 Click the Print button at the top of the LabelMaker screen to open the
Print dialog. Specify which page you want to print. Typically, the default is
to print all pages.
8 Click Print.
9 Cut out the labels and put them in the label holders of your attendant
console.
10 To save the edited LabelMaker, click the Save button at the top of the
LabelMaker screen. Or you can click File > Save As to save the
LabelMaker to a new location.
To reuse your saved LabelMaker, run the file that you saved to your
computer. If you download the LabelMaker from the 3Com web site, you
always get the default version. If you save the default version to the same
place you saved an earlier edited version, you overwrite the earlier
version.
Attendant Console
Status Lights
An Access button that is set up for incoming and outgoing calls is called a
System Appearance button. The light beside each System Appearance
button indicates its status. See Table 4.
Table 4 Status Indicator Lights for System Appearance Buttons
If the light is
The line is
Off
Available for use
Steady
In use
Blinking
Do Not Disturb is enabled
Blinking quickly
Dialing an emergency call
26
CHAPTER 3: 3105 ATTENDANT CONSOLE
4
BASIC TELEPHONE OPERATION
This chapter describes how to use the basic telephone functions available
on all VCX telephone models and includes the following topics:
■
Logging In to Your Telephone
■
Answering a Call
■
Making Calls
■
Terminating Calls
■
Using the Telephone Display Panel
■
Controlling the Volume
■
Putting a Call on Hold
■
Transferring a Call
■
Muting Calls
■
Mute Ringer
■
Activating Do Not Disturb
■
Activating Malicious Call Trace
28
CHAPTER 4: BASIC TELEPHONE OPERATION
Logging In to Your
Telephone
Your administrator assigns an extension (telephone number) and initial
password to your telephone.
If you hear a dialtone and the Display Panel on your telephone shows the
date, time, and a telephone extension, you are logged in and can make
calls:
Extension: 1001 Feb 17 08:12:00
Note that your administrator initially determines the format for the date
and time display. You can change this format (and time zone location of
your telephone) through the VCX User Interface. See VCX User Interface
Overview and the VCX User Interface online Help.
If you do not hear a dialtone and the Display Panel on your telephone
shows the following information, you are not logged in and cannot make
calls:
Use Program btn to login
Logged out from PBX
To log in to your telephone:
1 Press Program + 5 + 6.
For telephones without a Program button, press Feature + 410 + 5 + 6.
The Display Panel shows:
Enter Password:
2 Enter your password and press #.
If the password you entered is associated with the telephone extension,
you are logged in.
If the Display Panel alternately shows the following information, the
password you entered is not associated with the telephone extension or
the extension has not yet been assigned to the telephone:
Invalid password:
Then:
Use Program btn to login
Logged out from PBX
Logging In to Your Telephone
29
In this case, use the following steps to log in to your telephone:
1 Press Program + 5 + 4.
For telephones without a Program button, press Feature + 410 + 5 + 4.
The Display Panel shows:
Local Phone Number:
2 Enter your extension and press #.
If the Display Panel shows a previously assigned number that you want to
replace, press the middle soft button under the Display Panel to move the
cursor back one space. Repeat as necessary and then enter your
extension and press #.
3 Enter your password and press #.
Enter Password:
Alternatively to set a password locally, you can use the Password Stored
Locally feature code (434), then enter the password. You can use this
method in place of step 1 above. See Chapter 5 for information on
feature codes.
Changing Your
Password
You can change your password through the VCX User Interface (see
Chapter 7). This changes your password on the VCX call processor.
However, your password is also stored locally on your telephone.
Changing your password through the VCX User Interface does not
change the password stored on the telephone. You must use the
Telephone User Interface (TUI) and change the local password to match
the password stored on the call processor by following these steps:
1 Press Program + 5 + 5.
For telephones without a Program button, press Feature 410 + 5 + 5.
The Display Panel shows:
Enter Password:
2 Enter your new password and press #.
The VCX call processor periodically communicates with each VCX
telephone. If you change your password through the VCX User Interface
but do not change it through the TUI, the VCX call processor detects a
password mismatch and logs you out. If this happens, follow steps 1 and
2 to log in.
30
CHAPTER 4: BASIC TELEPHONE OPERATION
Answering a Call
To answer an incoming call, lift the handset.
Alternatively, if you are using a 3Com® 3101SP Basic Telephone, you can
press the speaker button.
If your telephone includes multiple access lines, press the Access button
for the line on which the new call is arriving (the light next to the button
will be flashing).
Unanswered calls are sent to either your call coverage point which, by
default, is your voice mailbox or your configured call forwarding
destination. See Configuring a Call Coverage Point or Call Forwarding.
Answering a
Second Call
On 3Com 3101 and 3101SP Basic Telephones, when a new call arrives
while you are on a call:
1 Press the hold button to put the current call on hold.
2 Press the Access button for the line whose status light is blinking,
indicating a new call.
3 To return to the earlier call, hang up the new call, or put it on hold, or
transfer it, and then press the Access button for the original call.
Making Calls
This section describes standard dialing features.
The VCX administrator can configure calling restrictions for some, one, or
all the telephones at a site. These restrictions may limit the outbound calls
(external or to another company site) a telephone can make. Ask your
administrator if any calling restrictions have been implemented on your
telephone system.
Making Internal Calls
To dial an internal call:
1 Pick up the handset. On 3101SP Basic Telephones, you can press the
button. You hear the dial tone.
2 Dial the extension. Alternatively, you can use the Display Panel to find and
dial the name of the person whom you want to call in the user directory,
call logs, or a speed dial list.
3 When you complete the call, hang up the handset. If you pressed the
button, press it again to end the call.
Making Calls
Redialing a Call
Making External Calls
31
To redial a number on a 3Com Basic Telephone:
■
Pick up the handset and then press Feature + 401 to dial the most
recent number that you dialed.
■
Use the Call Logs on the display panel to redial a recently missed,
answered, or dialed call.
To dial an external call:
1 Pick up the handset. On 3101SP Basic Telephones, you can press the
button. You hear the dial tone. If necessary, dial the number required to
access an external line (for example, 9). If one of the Access buttons is
configured to access an external line directly, you can press that button.
2 Dial the number or use the display panel to scroll to Placed Calls, Received
Calls, or Missed Calls, or a personal or system-wide speed dial number. If
you have programmed one of the One-Touch buttons, press that button.
3 When you finish speaking, hang up the handset. If you pressed the
button, press it again to end the call.
Making a Call to a
Remote Office
You can dial calls between sites in your organization that are separated
geographically but that are linked by a Wide Area Network (WAN)
connection. Each site must have a VCX system. Typical configurations are
described in the next sections.
Using Unique Extensions
In some companies with geographically separated offices, everyone in the
entire organization has a unique telephone extension. Whenever you
make a call to an extension that is not located at your own site, your VCX
system sets up a connection to the VCX system at the other extension’s
site.
32
CHAPTER 4: BASIC TELEPHONE OPERATION
For example, suppose a company has three offices:
■
Telephones at the Chicago office use an extension range from 1000
through 1999.
■
Telephones at the Atlanta office use an extension range from 2000
through 2999.
■
Telephones at the Dallas office use an extension range from 3000
through 3999.
In this example, to call a user in Dallas, a user in Chicago dials a Dallas
extension (3000 through 3999). The dial plan on the Chicago VCX system
sets up the necessary connection to the Dallas VCX system and then to
the extension at that site.
Class of Service
Override
The Class of Service Override feature allows you to apply the capabilities
of your own VCX telephone temporarily to another VCX telephone on
the same local network.
For example, the telephone in a conference room may be configured to
prevent long-distance telephone calls. You may, however, need to place a
long-distance call during a meeting. If the permissions included with the
Class of Service on your telephone allow long-distance calling, you can
use the Class of Service Override feature to apply your telephone features
to the conference room telephone for one call only.
To activate the one-call-only Class of Service Override from any VCX
telephone:
1 Pick up the handset.
2 Press Feature + 433. The Display Panel prompts you for the required
input.
3 Enter your telephone extension.
4 Enter your password and press #.
5 Enter the destination number as you would from your own VCX
telephone.
When you use Class of Service (CoS) Override, any reports that are
generated on the VCX system indicate that the CoS features of your own
VCX telephone were applied temporarily to the telephone on which you
made the call.
Terminating Calls
33
Terminating Calls
You can terminate a call (hang up) by replacing the handset. Alternatively,
depending on your telephone model, you can press the Release button,
or if the call is on Speaker, turn the Speaker off by pressing the Speaker
button.
Using the
Telephone Display
Panel
The Display Panel shows the current date and time, and your extension
number. It can also show features that you have enabled. For example, if
you enable the feature that forwards all incoming calls to your voice
mailbox, the Display Panel shows Fwd Voice Mail.
The Display Panel can also list telephone status messages, Caller ID
information (if enabled), and the number of new messages (voice, e-mail,
and fax) that you have in your mailbox.
If the Display Panel contains more than two lines of information, use the
up and down scroll buttons to navigate through the display.
34
CHAPTER 4: BASIC TELEPHONE OPERATION
The list of new messages in the Display Panel depends on the status of
each message. A new message can be:
■
Unreviewed — An unreviewed message has never been listened to
or acted upon (saved or deleted).
■
Reviewed — A reviewed message has been listened to but has not
been acted upon (saved or deleted). A message may reach this state if
you listen to the message and then hang up.
The Display Panel shows the number of messages in your mailbox (and
the MWI is lit) only if you have at least one unreviewed message. If you
review the last new message and do not act on it, the Display Panel
shows the date and extension, and MWI is off. If your mailbox then
receives a new message, the Display Panel shows the following (and MWI
is lit): 2 Msgs 1 New. The 2 Msgs include the just received new,
unreviewed message and the other message which is new but reviewed.
The 1 New indicates the just received new, unreviewed message.
The Display Panel also shows the number of missed calls. Missed calls
include unreviewed messages in your mailbox and any other calls that
you did not answer. For example, you can configure your default call
coverage point to be no coverage. In this case, if you do not answer a
call, when the call terminates the caller hears a busy tone and the call is
not forwarded or sent to your mailbox. The Display Panel on your
telephone shows Missed 1. If you press the first button below the Display
Panel, you can scroll through the list of missed calls and to show you the
calling party extension. Press the first button again to automatically dial
the listed extension.
You can also use the Display Panel to view or enable features available
through the Main menu and with feature codes (see Chapter 5 for
information on using feature codes). You can access the Main menu by
pressing the Program button. The following features are available:
■
Call History — Displays logs of your recent missed, answered, and
dialed calls. See Viewing the Call History.
■
User Directory — Displays a directory of the people in your
organization. See Viewing the User Directory.
■
Personal Speed Dial — Personal speed dial numbers can be
configured at the telephone or through the VCX User Interface, which
is accessed through the web (see Chapter 7). The VCX Model 3101
Controlling the Volume
35
and 3101SP Basic Telephones have no buttons that can be mapped for
speed dialing.
■
System Speed Dial — System speed dial numbers can be configured
at the telephone or through the VCX User Interface, which is accessed
through the web (see Chapter 7). The VCX Model 3101 and 3101SP
Basic Telephones have no buttons that can be mapped for speed
dialing.
■
Advanced Settings — Configures network parameters, sets your
telephone password and changes your login status.
CAUTION: Network parameter options are for administrator use only.
Unauthorized changes to network parameters will disconnect your
telephone.
Controlling the
Volume
Use the Volume Control buttons to raise or lower the volume of the
ringer, handset, or speaker.
Adjusting the volume control of one device DOES NOT affect the volume
control of the other devices. For example, lowering the volume of the
speaker has no effect on the handset volume. Changes you make to any
device remain in effect if you reset the telephone to its default settings.
■
Ringer Volume — To raise or lower the volume of the ring, press the
up or down Volume Control button repeatedly while your telephone
is ringing, until the volume is at the level that you prefer.
■
Handset Volume — To raise or lower the volume of the dial tone and
the voice level of your callers, lift the handset then press the up or
down Volume Control buttons repeatedly until the volume is at the
level you prefer. You can change the volume during a conversation or
by listening to the dial tone.
■
Speaker Volume — To raise or lower the volume of the speaker,
press the Speaker button and then press the up or down Volume
Control button repeatedly until the volume is at the level you prefer.
You can change the volume during a conversation or by pressing
Speaker and listening to the dial tone.
When you press a Volume Control button, the Display Panel shows the
volume setting as a series of dark vertical bars. Repeatedly pressing a
Volume Control button raises the volume (increases the number of
displayed bars) or lowers the volume (decreases the number of displayed
bars.
36
CHAPTER 4: BASIC TELEPHONE OPERATION
You can also use Feature Codes to adjust the volume. Pressing
Feature + 102 raises the volume (increases the number of displayed bars
by one). Pressing Feature + 103 lowers the volume (decreases the
number of displayed bars by one).
Putting a Call
on Hold
To put a call on hold:
On Model 3101 and 3101SP Basic Telephones:
1 Press the Hold button.
2 To return to the call, press the appropriate Access button.
Music on Hold
If configured by the administrator, callers on hold hear music while they
wait.
The VCX system’s WAV file importing capabilities are solely an
accommodation to you and shall not constitute a grant or waiver (or
other limitation or implication) of any rights of the copyright owners in
any audio content, sound recording or underlying musical or literary
composition. Therefore, please be mindful that you are obligated to
comply with all applicable copyright and other intellectual property laws
in both uploading WAV files to the VCX system and your subsequent use
of such WAV files.
Dialing a New Call
While on a Call
You can put a call on hold, dial a new call, and toggle between the two
calls:
On Model 3101and 3101SP Basic Telephones:
1 Press the Hold button.
2 Press one of the Access buttons not currently being used.
3 When you hear dial tone, dial the second call.
Answering a New
Call While on a Call
You can put your current call on hold, answer a second call, and then
toggle between the two calls:
1 When a new call arrives, press the Hold button to put the current call on
hold.
2 Press the Access button for the incoming call (its light will be flashing).
Transferring a Call
37
3 To toggle between the two calls, put the current call on hold and then
press the Access (or Toggle) button for the call you want to resume.
Transferring a Call
When you are on a call, the Transfer feature allows you to send the call
from your telephone to any other internal line. For unattended or
attended transfers, if your call permissions allow, you can send the call to
an external line.
You can also transfer a call to another subscriber’s voice mail. See
Transferring a Call to Another User’s Voice Mail.
Unattended Transfer
In an unattended transfer, you transfer the call without notifying the
recipient. You can either use the Transfer button or the transfer feature
code:
1 While on a call, press Transfer. The call is placed on hold, you hear a dial
tone, and the system prompts you enter a destination number.
2 Dial the number to which you want to transfer the call.
3 Hang up.
The call is disconnected as soon as the transfer starts, which frees up your
line. If the transfer cannot be completed:
■
■
Attended Transfer
The call is forwarded to the called party’s call coverage point (by
default, voice mail; see Configuring a Call Coverage Point).
If the called party’s default call coverage point is No Coverage, the
call is returned to (rings back at) your extension. If you are
unavailable, the call is forwarded to your call coverage point.
In an attended transfer, you announce the call to the recipient. You can
either use the Transfer button or the transfer feature code.
To announce a transfer:
1 While on a call, press Transfer. The call is placed on hold, you hear a dial
tone, and the system prompts you enter a destination number.
2 Dial the extension number to which you want to transfer the call.
The VCX call processor dials the call.
3 If the recipient:
38
CHAPTER 4: BASIC TELEPHONE OPERATION
a Answers, announce the call. Note that, at this point you cannot return
to the original caller.
■
If the recipient wants to take the call, press Transfer. Hang up.
■
If the recipient does not want to take the call, hang up the second call
and go back to the first call by pressing the Access button on which
the call originated.
b Does not answer because the line is busy or unreachable, to return to
the original call, hang up the transfer call or press Feature Code 111
to see the original call on Hold. Then press the Hold button to return
to the original call.
Serial Transfer
A serial transfer is like an unattended transfer except that when the
destination hangs up at the end of the call, the caller rings back to you as
the attendant who made the transfer. With your help, the caller can
make a single call to the organization and make a series of internal
connections with a series of transfers. You can either use a mapped
button on the Attendant Console or the serial transfer feature code:
Mapped Button Method
1 Press the mapped Attendant Serial Calling button on the Attendant
Console.
2 Press the button mapped to the called party’s extension on the Attendant
Console.
3 Press the mapped Attendant Serial Calling button again on the Attendant
Console to complete the call.
Serial Transfer Feature Code Method
1 While on a call, press Feature + 471. The call is placed on hold, you hear
a dial tone, and the system prompts you to enter a destination number.
2 Dial the number to which you want to transfer the call, and then press #
to complete the call.
3 Hang up.
When the destination telephone hangs up, the caller returns to you.
Serial transfers:
■
Apply to a single transfer. Repeat for subsequent transfers even for the
same caller.
■
Can be mapped to a button on an Attendant Console.
Muting Calls
Muting Calls
■
That cannot be completed return directly to the attendant.
■
If the calling party reaches the called party’s voice mailbox, the calling
party can press 99 to return to the attendant.
39
You can prevent callers from hearing you by turning off the telephone’s
microphone when you are using the handset or headset, or when your
telephone is in speaker phone mode.
To mute your telephone:
1 While you are on a call, press Mute or press Feature + 101. The light
next to the Mute button comes on. Callers cannot hear you.
2 To turn this feature off, press Mute or Feature + 101 again.
Mute Ringer
You can prevent the telephone’s ringer from ringing by enabling this
feature. By default, the telephone’s ringer is enabled (feature disabled).
You can enable or disable the telephone’s ringer at any time while either
on the telephone or on-hook, but the change takes effect on the next
incoming call.
All non-ringer tones are unaffected. All ring tones, such as, internal
domain, external domain, and anonymous tones are affected for all
primary, bridge, and hunt-group calls. A user with a telephone on
hands-free hears the hands-free tone. A user that receives a page hears
the page tone.
If the VCX system or the telephone reboots or is upgraded with new
software, the ringer resets to the default ringer enabled (feature disabled)
mode.
To mute the telephone ringer:
1 Press Feature + 489. The LCD displays:
Ringer is now muted.
2 To clear the display, lift the handset. The next time you receive an
incoming call, the ringer is muted.
3 To turn this feature off, press Feature + 489 again. The LCD displays:
Ringer is now enabled.
4 To clear the display, lift the handset.
40
CHAPTER 4: BASIC TELEPHONE OPERATION
Activating Do Not
Disturb
When you enable Do Not Disturb, incoming calls immediately go to the
call coverage point set by you or your administrator. The default call
coverage point is your voice mailbox. The call coverage point is set
through the VCX User Interface (see Chapter 7).
When your telephone is in Do Not Disturb mode:
■
An incoming call does not cause your telephone to ring. If you are
logged in to multiple telephones using the same telephone number
and one of the telephones enables Do Not Disturb, the feature applies
to all telephones—an incoming call will not ring on any of the
telephones.
■
You can use the telephone to dial outgoing calls.
■
If you enable Do Not Disturb while one or more calls are ringing, the
pending calls are sent to your call coverage point and Do Not Disturb
is enabled for all subsequent calls.
■
If you are a Hunt Group member and you enable Do Not Disturb,
personal (non-Hunt Group) calls go to your call coverage point.
However, Hunt Group calls always ring on a member’s telephone,
regardless of the Do Not Disturb setting.
To activate Do Not Disturb:
1 Press Feature + 446.
Your telephone is now in Do Not Disturb mode. The display panel shows
DND.
2 To disable Do Not Disturb mode, repeat step 1. The DND message
disappears from the display panel.
Activating
Malicious Call Trace
The Malicious Call Trace feature enables you to notify the system if you
receive a harassing or abusive call. The calling party can be from either an
external or internal source.
Malicious Call Trace cannot be invoked when you are on a conference
call.
To activate malicious call tracing during a call, press Feature + 119.
The Display Panel shows malicious call for 5 seconds.
Activating Malicious Call Trace
41
The results of tracing a malicious call include the following actions:
■
Notification is sent to your network manager.
■
The log for the call includes a malicious call identifier.
■
For external malicious calls, the VCX system sends a message to the
authorities configured by your administrator to receive these reports.
Once you use the Malicious Call Trace feature code during a call, you
cannot revoke it.
42
CHAPTER 4: BASIC TELEPHONE OPERATION
5
FEATURE CODES
This chapter describes how to use VCX feature codes on a VCX telephone
to enhance the operation of your phone. A feature code is a sequence of
numbers you enter on the telephone keypad to enable a feature that is
not mapped to a button.
This chapter includes the following topics:
■
Feature Code Overview
■
Using Feature Codes
■
Feature Codes
44
CHAPTER 5: FEATURE CODES
Feature Code
Overview
Some common telephone features are mapped to buttons (Hold, for
example). However, the number of buttons varies on each model of VCX
phone. Furthermore, the number of VCX features exceeds the number of
buttons available on any phone. Feature codes allow the VCX telephone
feature set to be available to all VCX phones, regardless of the number of
buttons on the phone.
Each feature is assigned a unique three-digit feature code. You can
invoke a feature by entering the numeric code assigned to a particular
feature. For example, you can use a feature code to enable call
forwarding and specify a destination number.
For all VCX Basic and Business phones, you can enter any feature code by
pressing the Feature button. This action generates a Feature: prompt in
the telephone Display Panel. The next step is to enter the appropriate
feature code. If additional information is required, the Display Panel
prompts you.
However, you can invoke some feature codes without pressing the
Feature button by entering special feature code syntax with the
telephone keypad. See Using Feature Codes for information on both
feature code entry methods.
The location of the Feature button depends on your telephone. See the
appropriate chapter in this guide for the location of buttons and controls
for your phone.
Using Feature
Codes
You can invoke a feature by pressing the Feature button and using the
telephone keypad to enter the feature code along with any additional
information (for example, an extension). For example, you can show a list
of local or global users in the Display Panel by pressing the Feature
button followed by the User Directory feature code (461). In this guide,
this method is noted by the following syntax:
Feature + 461
Some feature codes allow you enter the code number without using the
Feature button. For these feature codes, you prepend the code number
with an asterisk (*). For example, you can enable Do Not Disturb using
either of the following methods:
Feature Codes
45
Feature + 446
or
*446
Then, either press Ok or press Feature + 120 to complete the command.
Some features require additional information. For example, if you want to
enable call forwarding when your telephone is busy, you must designate
the extension to which you want your calls forwarded. The feature code
for Call Forward Busy is 467. To enable this feature, you can use the
Feature button or enter a single command (in the following examples,
the destination extension is 1001):
■
Use the Feature button:
Press Feature + 467.
The Display Panel displays the prompt FWD Busy Number.
Enter the extension to which you want your calls forwarded, in this
case, 1001.
Press OK or #.
■
Enter the feature code and extension with a single command:
*467*1001
You must prepend the feature code with an asterisk (*) and
separate the feature code and extension with another asterisk.
Each element in a feature code command must be prepended with
an asterisk.
Some features occur within the bounds of an existing call, for example,
forwarding a call to the voice mail of another subscriber. In these cases,
the feature requires using the Transfer button. After pressing Transfer,
you enter the transfer destination in the format
*feature_code*<destination>.
Feature Codes
Table 5 lists the features that you can control with feature codes. Features
are listed alphabetically and include the required feature code syntax and,
in most cases, a reference for more information. In the syntax, the
46
CHAPTER 5: FEATURE CODES
notation <parameter> represents a variable that you must supply, for
example, a telephone extension.
Table 5 VCX Feature Codes Alphabetical by Feature or Task
Feature
Feature Code Entry
Description
Anonymous Now
(Enable/Disable)
Feature + 889
See Controlling Caller ID.
Or
*889
Anonymous Next
(Enable/Disable)
Feature + 890, then <destination>
See Controlling Caller ID.
Or
*890*<destination>
Barge In
Feature + 428
Used with Silent Monitor. See Silent
Monitor and Barge In.
Beep — Send
Feature + 331
Sends a page (a beep) between phones.
The sending telephone displays the
target extension. The target extension
displays the sending extension.
Call Forward Busy
Feature + 467, then <destination>
See Call Forward Busy Line.
Or
*467*<destination>
Call Forward Ring No Answer Feature + 466, then <destination>
See Call Forward Ring No Answer.
Or
*466*<destination>
Call Forward Universal
Feature + 465, then <destination>
See Call Forward Universal.
Or
*465*<destination>
Call History
Feature + 462
See Viewing the Call History.
Call Park a Call
Feature + 444, then <call park
extension> (or accept the default)
See Call Park.
Call Pickup — Directed
Feature + 455, then <security code>,
then <destination>
See Directed Call Pickup
Or
*455*<security code>*<destination>
Camp On
Feature + 469, then <destination>
Completes call when busy destination
extension becomes available. See
Camping on a Busy Extension.
Class of Service (COS)
Override
Feature + 433, then <your extension>,
then <your mailbox password>+ #, then
<outside party number>
See Class of Service Override.
Feature Codes
47
Table 5 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
Conference Call
Feature + 430, then <destination>, then See Setting up a Conference Call.
Feature + 430
Display Software Version
Feature + 837
Displays the current version of VCX
software running on the phone.
Do Not Disturb
(Enable/Disable)
Feature + 446
See Activating Do Not Disturb.
Or
*446
Hold
Feature + 402
See Putting a Call on Hold.
Hunt Group or Calling Group
Login/Logout
Feature + 971, then <hunt group
number>
See Hunt Groups.
Or
*971*<hunt group number>
See Hunt Groups.
Hunt Group Status
Feature + 972
Login/Logout (phone)
Feature + 128
Malicious Call Trace
Feature + 119
Logs and sends notifications when
entered during a call. See Activating
Malicious Call Trace.
Mute
Feature + 101
See Muting Calls.
Mute Ringer
Feature + 489
See Mute Ringer.
OK
Feature + 120
Displays OK in the Display Panel. Used to
make a call without waiting for the call
completion time-out value to expire.
Password Stored Locally
Feature + 434, then <current password> Stores the password you use to log in to
your telephone on the telephone
(locally). If you use the VCX User
Interface to change your password, use
this feature code to set the password
stored on the phone, thus synchronizing
the passwords. See Changing Your
Password and the VCX User Interface
online help for more information.
Program
Feature + 410
Displays the Program menu in the
Display Panel.
Redial
Feature + 401
See Redialing a Call.
Release
Feature + 111
Cancels the current operation.
48
CHAPTER 5: FEATURE CODES
Table 5 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
Remote Call Forward
Feature + 468, then <extension to
forward> + #, then <destination> + #
See Remote Call Forward.
Or
*468*<extension to forward>
*<destination>
Retrieve Voice Mail
Feature + 600
Or
*600
The first entry simulates pressing the
MSG button.
The second entry allows you to leave a
message in another mailbox or access
your own mailbox. Follow the prompts.
Scroll Down Button
Feature + 109
Simulates pressing the scroll Down
button to navigate through items in the
Display Panel.
Scroll Up Button
Feature + 108
Simulates pressing the scroll Up button
to navigate through items in the Display
Panel.
Serial Transfer
Feature + 471
Transferred call returns to attendant at
the end of the call. See Serial Transfer.
Silent Monitor
Feature + 425
See Silent Monitor and Barge In.
Silent Monitor Block
Feature + 429
Allows an agent to make a private call by
blocking an attempt to monitor the
agent phone. See Silent Monitor and
Barge In.
Soft Button 1
Feature + 105
Simulates pressing the Slct (Select)
button to select an item in the Display
Panel.
Soft Button 2
Feature + 106
Simulates pressing the Back button.
Action depends on contents of the
Display Panel. Either moves the cursor
left one position or sorts listed items.
Soft Button 3
Feature + 107
Simulates pressing the Exit button to
exit the current function in the Display
Panel.
Sort Order
Feature + 450
Allows you to choose the order in which
the call log displays entries, from newest
entry first or oldest entry first.
Speaker — On/Off
Feature + 104
Speak and listen without picking up the
handset. Not available on Model 3101
Telephones.
Speed Dial — Display
Feature + 464
Lists the configured speed dial numbers
in the Display Panel.
Feature Codes
49
Table 5 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
Speed Dial — Personal
Feature + 601 + n
Allows you to dial a personal speed dial
number. To configure personal speed
dialing, see Speed Dialing.
Or
*601*n,
where n is the speed dial digit (1 through
9) associated with the number you want
to dial.
Speed Dial — System
Feature + 700 + speed dial number
Or
Allows you to dial a system speed dial
number. To configure personal speed
dialing, see Speed Dialing.
*700*n#, where n is the speed dial
number associated with the number you
want to dial.
Transfer
Feature + 420, then <destination> +
hang up
This is an unattended transfer. For an
attended transfer, see Transferring a
Call.
Transfer to Voice Mail
(Enable/Disable)
Feature + 440
When enabled, transfers all calls to the
voice mail. See Forwarding Calls to
Voice Mail.
Or
*440
Transfer to Another User’s
Voice Mail
Feature + 441, then <destination>
Or
See Transferring a Call to Another
User’s Voice Mail.
Transfer, then*441*<destination>, then
Transfer
User Directory
Feature + 461
Lists the users in the local user directory
or, if enabled, the users in the global
user directory. See Viewing the User
Directory.
View Personal Speed Dials
Feature + 463
Displays the personal speed dial
numbers
View System Speed Dials
Feature + 464
Displays the system speed dial numbers
50
CHAPTER 5: FEATURE CODES
Table 5 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
Volume — Up or Down
Feature + 102 to raise the volume
or
Feature + 103 to lower the volume
Adjusts the volume setting for the
current mode:
■
If the handset is in the cradle and the
speaker is disabled, adjusts the ring
volume setting.
■
If the speaker is enabled, adjusts the
speaker volume setting.
■
If the handset is not in the cradle and
the speaker is disabled, adjusts the
handset volume setting.
See Controlling the Volume.
6
STANDARD FEATURES
This chapter describes the standard VCX telephone features that you can
set up and access through the Telephone User Interface (TUI) on your
telephone.
Chapter 7 describes the telephone features that require configuration
through the VCX User Interface.
This chapter contains the following topics:
■
Viewing the Call History
■
Viewing the User Directory
■
Controlling Caller ID
■
Setting up a Conference Call
■
Camping on a Busy Extension
■
Transferring Your Telephone Settings to Another Phone
■
Forwarding Calls to Voice Mail
■
Transferring a Call to Another User’s Voice Mail
■
Call Waiting
■
Speed Dialing
■
Call Forwarding
■
Call Park
■
Paging
■
Call Pickup
■
Silent Monitor and Barge In
■
Remote Call Forward
■
Hunt Groups
■
Emergency Telephone Number Dialing Service
52
CHAPTER 6: STANDARD FEATURES
Viewing the Call
History
You can use the Call History feature to display your call logs. These are
the logs of the 10 most recent placed calls, received calls, missed calls and
unreviewed calls to and from your telephone. From the call logs you can
select calls and the telephone automatically dials them. The VCX User
Interface provides a Call History log of the most recent 100 calls made to
or from your extension and the times of those calls.
To access and use the Call History:
1 For a Basic phone, use the following Call History access option:
a If you have a Basic Telephone Model 3101, press the Center scroll
button to display the Main menu, then select Call History. Optionally,
you can use one of the feature codes described in step b.
The Call History menu appears in the Display Panel.
2 Select one of the follow options:
a For placed calls, press 1.
b For received calls, press 2.
c For missed calls, press 3.
d For unviewed missed calls, press 4.
e To clear the all call logs, press 5.
f To reverse the order of the call logs, press 6.
Use the Scroll buttons to navigate through the list. By default, the Display
Panel always starts with the oldest call in the category you select. That is,
the oldest call appears first and the most recent call appears last. You can
change the order of the call logs so that the newest call appears first.
The Display Panel scrolls through the calls one at a time. After the last
call, this message appears in the Display Panel for placed and received
calls:
No more call history
This message appears for missed calls:
No more missed calls
The three Soft buttons below the Display Panel have the following
functions when viewing the Call History:
Viewing the User Directory
53
■
To select a call from the list and dial the call automatically, press the
Slct button.
■
To return to the previous menu, press the Back button.
■
To exit the Call History display, press the Exit button.
The Missed Calls message disappears from the display panel once you exit
the Call History menu.
Viewing the User
Directory
You can view a list of users in your organization and their extensions in
the Display Panel. When you select a displayed user, your VCX telephone
automatically dials the extension.
The Users Directory can be local or global.
■
Local users are typically located in the same office and share the same
call processor.
■
If your VCX system includes multiple sites (for example, regional and
branch offices), each with one or more VCX call processors, you can
display a global directory of all the users in your organization. Note
that this option must be configured by your administrator. By default,
you can view the local user directory.
The global directory is also available through the VCX User Interface
(see Chapter 7).
To view the User Directory, use one of the following access options:
■
If you have a Basic Telephone Model 3101, press the Center scroll
button to display the Main menu, then select User Directory.
■
Press Feature + 461 and select User Directory from the Main menu.
The Display Panel lists two options for the User Directory:
■
Press 1 to display the Local Directory.
■
Press 2 to display the Global Directory. If the Global Directory in not
enabled on your system, the Display Panel shows No listing found.
The Display Panel shows the first user in the directory. Use the Scroll
buttons to locate a particular user. The three Soft buttons below the
Display Panel have the following functions when viewing the User
Directory:
■
Use the Slct button to select a user and dial that user’s extension.
54
CHAPTER 6: STANDARD FEATURES
■
■
Controlling Caller
ID
Use the Back button to display sort order options.
■
Press the Slct button to sort by first name.
■
Press the Back button to sort by last name.
■
Press the Exit button to sort by extension.
Use the Exit button to return to the default Display Panel.
This section describes how to enable and use Caller ID privacy features.
By default, the VCX system shows your Caller ID (your name and
extension) on the Display Panel of the telephone receiving your call if that
telephone supports Caller ID. You can control whether the VCX system
sends your Caller ID when you make a call. You can choose one of the
following settings:
■
■
Select one of the following settings for all your calls:
■
Send Caller ID information (Anonymous Now is disabled).
■
Block Caller ID information (Anonymous Now is enabled).
Block Caller ID information for your next call. This setting only applies
when the setting for all calls is set to Send Caller ID information. You
must enter the destination number to call.You can control these
settings by entering the appropriate feature code.
Anonymous Now— When enabled, the system blocks your Caller ID to
all dialed numbers and Anonymous displays on the destination phone.
Anonymous Next — When enabled, the system restricts Called ID
information from displaying only on the next call that you make. This
setting only applies when Anonymous Now is disabled, or the setting for
all calls is set to Send Caller ID information.
If you disable Caller ID, the system sends your Caller ID to all dialed
numbers.
To toggle the current default setting, press Feature + 889. If Caller ID is
enabled, entering this command disables it for all subsequent calls. If
Caller ID is disabled, entering this command enables it for all subsequent
calls.
Setting up a Conference Call
55
If transmission of Caller ID information is enabled and you want to block
your Caller ID for the next call only:
1 Pick up the handset.
2 Press Feature + 890.
3 Dial the number. Your ID is not delivered to the caller.
Setting up a
Conference Call
The conference feature enables you to have up to six parties, including
the conference originator, on one conference with the capability to
extend a conference through cascading. Conferences can be multi-site
capable where any endpoint in a conference can be located anywhere
within the VCX system. When you set up a conference call, you cannot:
■
Conference a page group number
■
Be monitored or barged in.
The following sections describe how to set up an unannounced
conference call and an announced conference call. In either type of
conference call, if one of the participants hangs up, the other two
participants remain connected. The following sections also describe how
the conference can drop the last member to join the conference and how
to drop the entire conference.
Setting up an
Unannounced
Conference
In an unannounced conference, you conference in the person without
notifying that person:
1 While on a call, press Feature + 430. The system places your caller on
hold.
2 Dial the number of the person you want to conference in.
3 Press Feature + 430 again. The three-way conference begins when the
recipient answers the call.
Setting up an
Announced
Conference
In an announced conference, you call the recipient and announce that
you want to conference them into a call. The recipient can then decide
whether to take the call:
1 While on a call, press Feature + 430. The system places your caller on
hold.
2 Dial the extension of the person you want to conference in, then press
the OK Access button (or press Feature + 120).
56
CHAPTER 6: STANDARD FEATURES
3 When the called party answers, announce the conference.
■
If the recipient wants to take the call, press Feature + 430. Now three
people are on the same call.
■
If the recipient does not want to take the call, hang up the second call
and go back to the first call by pressing the Hold button for that call.
Adding a Recipient to
an Existing
Conference
While participating in a conference of three to five people, any recipient
in the conference can add a new recipient. While a new recipient is being
added, the existing recipients in the conference, including the originator,
are still able to communicate, but there is no ring back tone associated
with the new recipient. If a party other than the originator adds a new
recipient, then a cascaded conference is formed. The process to add a
recipient is identical to Setting up an Unannounced Conference or Setting
up an Announced Conference.
Creating a Cascaded
Conference
Once you establish a conference, anyone in the conference, excluding the
originator, can create a cascaded conference by initiating a conference
call to another party or parties. Those parties in turn can initiate another
cascaded conference. For example, telephone P1 (originator) calls phones
P2, P3, P4, P5 and P6 to establish a 6-party conference (called C1).
Telephone P3 then calls phones P7 and P8. Telephone P3 creates a
cascaded conference and is the originator of a 3-party conference (called
C2). Conference C2 is now cascaded with C1. Telephone P8 then calls P9
to create conference C3 and is cascaded with C2. Cascading can
continue until the maximum number of ports on the conference server
has been reached.
0ISTHEORIGINATOROF#
0ISTHEORIGINATOROF#
#
#
0ISTHEORIGINATOROF#
#
Dropping Conference
Recipients
Once a conference has been established, the conference originator can
either drop the last party added to the conference or drop the entire
Camping on a Busy Extension
57
conference that the originator initiated. In the example above, if P1 the
originator of conference 1 drops All, only P1, P2, P4, P5 and P6 are
dropped. P3 is not dropped because it is the originator of conference 2
and remains connected to conference 2.
To drop conference recipients, follow these steps:
1 While on a conference, the conference originator presses the Drop soft
(right) button. The Conference Drop window displays in the Display
Panel.
2 Scroll to the drop action you want to take, either (1) Last or (2) All, and
press the appropriate number on the keypad. The party (Last) or the
conference (All) is dropped.
Alternately, you can drop recipients from a conference using the
following feature codes:
■
To drop the last party in a conference, enter Feature + 431.
■
To drop all parties in a conference, enter Feature + 435.
If the originator drops the last party in a 3-party conference, the call then
becomes a 2-party non-conference call.
Camping on a Busy
Extension
The Camp On feature allows you a call to a busy or an unanswered
internal telephone, and then be automatically called back when the
destination telephone becomes available. When you activate camp on,
the system monitors the called telephone. When the extension can
receive a call, the system automatically dials your telephone (using a
priority ring or other audible ring tone that is different than your
programmed ring tone) and redials the original called extension.
You can camp on system extensions. You cannot camp on external
telephone numbers, hunt groups, pickup groups, or paging groups. If the
called extension does not become free within a time period specified by
your administrator, Camp On expires.
You can invoke the Camp On feature:
■
While the called extension is ringing
■
If the call does not ring on another line or go to call coverage and you
hear a busy tone
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CHAPTER 6: STANDARD FEATURES
■
Without dialing an extension, for example, if you already know that
an extension is currently busy.
To camp on an extension:
1 Without making a call or while you make a call, press Feature + 469. The
Display Panel prompts you for the extension of the telephone you want
to call.
2 Enter the extension. The Display Panel indicates Success and the system
camps on the telephone you want to call. You can hang up.
3 When the called extension becomes available, the system calls your
telephone. When you answer your telephone, the called extension begins
to ring.
To camp on an extension when you transfer a call:
1 When you are transferring a call and hear a busy tone, press Feature
+ 469. The system camps on the telephone you are calling. Explain to the
person whose call you are transferring that the call will call back. When
you hang up, the person whose call you are transferring is put on hold.
2 When the called extension becomes available, the system calls the
destination extension.
If Camp On expires before the destination becomes available, the system
calls you back and connects you to the person whose call you were
transferring.
Transferring Your
Telephone Settings
to Another Phone
This feature enables you to use any 3Com telephone attached to any
VCX system (call processor) in the Enterprise with all your phone’s
settings.
It is possible for an administrator to lock an extension to a particular
phone. If this is the case, you cannot program the telephone to use your
extension.
To transfer your phone’s settings to another phone:
1 Log out of your own telephone by pressing Program + 5 + 6.
If your administrator has enabled the Multiple Contacts feature for your
extension, you do not have to log out of one telephone before logging
into another.
Forwarding Calls to Voice Mail
59
2 From the telephone that you want to use as yours, enter your telephone
number and password:
a Press Program + 5 + 4,enter your telephone number, and then press
#.
b Press Program + 5 + 5, enter your password, and then press #.
3 When you are finished using the other phone, log out of the telephone
by pressing Program + 5 + 6.
4 Log back into your own telephone by pressing Program + 5 + 6.
Forwarding Calls to
Voice Mail
You can forward incoming calls to your voice mailbox by using a feature
code.
When you forward incoming calls to your voice mailbox:
■
An incoming call rings once on your telephone and is then sent to
your voice mailbox. If you are logged in to multiple phones, each using
the same telephone number, and one of the phones enables forward
to voice mail, the feature applies to all phones—an incoming call rings
once on all of the phones and is then sent to your voice mailbox.
■
If you enable forward to voice mail while one or more calls are ringing,
whether you are on-hook or off-hook, the pending calls are sent to
your voice mailbox and forward to voice mail is enabled for all
subsequent calls.
■
If you are a Hunt Group member, personal (non-Hunt Group) calls go
to your voice mailbox. However, Hunt Group calls always ring on a
member’s phone, regardless of your personal telephone setting.
To forward incoming calls to your voice mailbox for any VCX telephone
(including the Basic phones, which do not have a FWD Mail button):
■
Press Feature + 440. All future calls transfer automatically to your
voice mailbox.
■
If you have not enabled this feature code, you can send a call that is
ringing (and all subsequent calls) to your voice mailbox by pressing
Feature + 440.
■
To disable this feature, press Feature + 440. All calls ring normally.
60
CHAPTER 6: STANDARD FEATURES
Transferring a Call
to Another User’s
Voice Mail
You can transfer a connected call directly to another subscriber’s voice
mail rather than that subscriber’s telephone extension. The subscriber can
be located locally or at a remote site.
To transfer a call to another subscriber’s voice mail:
1 While on a call, press Feature + 441.
The Display Panel shows the following prompt:
Transfer VMail Number:
2 Enter the extension of the subscriber whose mailbox will receive the call.
The caller hears the mailbox greeting of the target subscriber but the
subscriber’s telephone does not ring.
Alternatively, you can use the following procedure:
1 While on a call, press Transfer.
2 Enter the transfer to another subscriber’s voice mail feature code in the
following format:
*441*<extension>
For <extension>, you can either enter the telephone extension of the
recipient, press a speed dial button mapped to that extension, or press a
bridge line button (Basic phones do not support bridging) mapped to that
extension.
3 Press the Transfer button again, then hang up.
For example, extension 1001 calls extension 1000. Extension 1000 wants
to transfer the call to the voice mailbox of extension 1002. In this case,
extension 1000 performs the following steps:
Presses Transfer.
Enters *441*1002.
Presses Transfer.
Hangs up.
Extension 1001 now hears the voice mailbox greeting for extension 1002
but extension 1002 does ring.
Call Waiting
Call Waiting
61
The Call Waiting feature in the VCX User Interface allows you to select a
ring tone, or to hear a beep sound in the handset/headset, or to disable
the ringer (but flash the MWI) on your current call to let you know that
another call has arrived on another access line.
1 When you hear a ring tone or see the MWI flashing, press the Hold
button to put the current call on hold.
2 Press the Access button for the incoming call.
3 To toggle between the two calls, put the current call on hold and then
press the Access button for the call you want.
Speed Dialing
This section describes the following types of speed dialing:
■
Personal Speed Dials — With this type of speed dialing, you map a
number (internal or external) to a feature code value using the VCX
User Interface. To use a personal speed dial, you press the Feature
button and enter the appropriate feature code.
Feature code 601 plus 1 through 9 inclusive, are available, which
allows you to use up to 9 personal speed dials. Personal speed dials
allow speed dialing on phones that do not have Access buttons.
Personal speed dials are available on all VCX telephone models.
■
System Speed Dials — With this type of speed dialing, your
administrator maps commonly used numbers (internal or external) to
feature code values. To use a system speed dial, you press the Feature
button and enter the appropriate feature code and the speed dial
number.
The administrator creates system speed dial numbers. System speed
dials can be dialed on all VCX telephone models.
Note that, a configured one-touch speed dial is also mapped to a feature
code (the speed dial number mapped to the first speed dial Access button
is also mapped to feature code 601, the speed dial number mapped to
the second speed dial Access button is also mapped to feature code 601,
and so on). This means that on a telephone with four configured speed
dial numbers, you can dial a speed dial number by either pressing an
Access button or entering feature code 601 + an index number 1 through
9.
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CHAPTER 6: STANDARD FEATURES
This section describes how to set up speed dialing through the Telephone
User Interface. You can also enable speed dialing through the VCX User
Interface. See Chapter 7 for information on accessing the VCX User
Interface; see the online Help for information on creating speed dials.
Note that the two interfaces are synchronized. A speed dial created or
modified in one interface appears in the other interface. A speed dial
deleted in one interface is deleted in the other interface.
Configuring Personal
Speed Dial Numbers
You set up speed dialing through the Telephone User Interface using the
Program button. Refer to the chapter that describes the buttons and
controls on your telephone for the location of the available speed dial
Access buttons.
To configure a speed dial number using the Program button and the
Speed Dial menu:
1 Press the Program button.
The Main menu appears.
2 Press [3] to access the Speed Dial menu.
The Display Panel lists the first speed dial:
Speed dial 1:
If the speed dial is already configured, the Display Panels show the
configured number, for example:
Speed dial 1:
1001
To locate the speed dial number you want to configure, press the
speed dial number (1 through 9) or use the up and down scroll
buttons
If you assign a number to a speed dial that does not have a
corresponding Access button, you can speed dial the number only by
entering the appropriate feature code.
3 Press the # button, then enter the number you want to associate with this
speed dial. Include all prefix numbers that you would normally dial, such
as a 9 or 8 or 1 to access an outside line, and, if necessary, the country
code or area code.
4 To store the number, press the # button.
Speed Dialing
63
Make sure you write the name of the person whose number you have
stored and the corresponding Speed Dial Access button or feature
code.
Alternately, you can configure personal speed dial numbers by following
these steps:
1 Press the SA line button.
2 Enter *601* + <speed dial index number 1 - 9> + * + <extension>.
3 Press the # button to store the number.
Example: SA button + *601*2*12345 + #
Editing Personal
Speed Dial Numbers
You can change or delete any personal speed dial number that you
previously configured using the Telephone User Interface.
To change or delete a previously configured speed dial number:
1 Press the Program button. The Main menu appears.
2 Press [3] to access the Speed Dial menu.
The Display Panel shows the configured number, for example:
Speed dial 1:
1001
To locate the speed dial number you want to change or delete, press
the speed dial number (1 through 9) or use the up and down scroll
buttons
3 To change or delete an existing speed dial number, press the # key and
then use the second soft button to delete each digit.
4 To store the number, press the # button.
Dialing Personal
Speed Dial Numbers
The method you use to dial a configured speed dial number depends on
your telephone and whether or not the number is mapped to a speed dial
Access button.
To dial a number configured as a speed dial on a VCX telephone with one
or more speed dial Access buttons, press the appropriate button. If the
number is not associated with a button, use the next procedure.
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CHAPTER 6: STANDARD FEATURES
To dial a configured speed dial number on any VCX phone:
1 Pick up the handset.
2 Press Feature.
3 Enter the feature code associated with the number you want to dial.
For example, if the number you want to speed dial is mapped to Speed
dial 2, enter the following through the Telephone User Interface:
Feature + 601 + 2
Alternatively, you can skip pressing the Feature button and enter:
*601*2
Note that, with this syntax, you cannot enter *602.
You can also use the following method to dial a speed dial number on
any VCX phone:
1 Press the Program button.
The Display Panel lists the first speed dial, for example:
Speed dial 1:
1001
Use the up and down scroll buttons to locate the speed dial number
you want to dial.
2 Press the first soft button under the Display Panel.
Your telephone dials the number.
To exit the speed dial list in the Display Panel, press the third soft button.
In addition to using the Program menu to list personal speed dial
numbers, you can view the personal speed dial numbers configured on
your telephone by pressing the Top Right Button next to the Display
Panel or by entering Feature + 463.
Dialing System Speed
Dial Numbers
The administrator can set up system-wide speed dials for numbers that
are dialed frequently by many internal users. You can view the
system-wide speed dial list through the VCX User Interface (see
Chapter 7 for information) or you can view and dial numbers from it
using the telephone display panel.
Call Forwarding
65
To use a system speed dial number:
1 Pick up the handset
2 Press the Feature button plus 700 plus the system-wide speed dial
number for the number that you want to call. Alternatively, you can scroll
to System Speed Dials on the Display Panel, press Slct, scroll to the
number that you want to dial, and press Slct again.
If you dial a speed dial code that has no number assigned to it, the display
panel on your telephone shows the message “Empty speed dial.”
In addition to using the Program menu to list system speed dial numbers,
you can view the system speed dial numbers configured on your
telephone by pressing the Middle Right Button next to the Display
Panel or by entering Feature + 464.
Call Forwarding
This section describes how to enable and use call forwarding features set
up through the Telephone User Interface (TUI). You can also configure
and enable call forwarding through the VCX User Interface. See Enabling
Call Forwarding.
You can use the TUI on your telephone to specify:
■
Where you want your call to be forwarded
■
The condition that results in the system forwarding a call:
■
■
■
Ring No Answer — Redirects incoming calls to another
destination when your telephone rings for a configured time
period (the default is 20 seconds). You can forward all unanswered
calls by enabling Call Forward Ring No Answer (feature code
466) and entering the number to which you want the calls
forwarded.
Busy Line —Redirects incoming calls to another destination when
your telephone is busy. If you have multiple lines, busy means that
all lines are in use. You can forward all calls that come in when
your lines are busy by enabling Call Forward Busy (feature code
467) and entering the number to which you want the calls
forwarded.
All Calls — Redirects incoming calls to another destination
unconditionally. Use this feature, also called Forward Universal,
when you plan to be away from your telephone for an extended
period of time. You can forward all unanswered calls by enabling
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CHAPTER 6: STANDARD FEATURES
Call Forward All (feature code 465) and entering the number to
which you want the calls forwarded.
You can also use the VCX User Interface to configure Call Forward, Fall
Back to Coverage. When you enable this feature, a forwarded call that is
not answered at the forwarding destination falls back to your extension's
coverage (either voicemail or Auto Attendant). See Enabling Call
Forwarding.
Call Forward Ring No
Answer
To forward your calls to another extension when your extension is not
answered:
1 Press Feature + 466.
2 Use the keypad to enter the telephone number to which you want to
forward your calls.
To disable Call Forward Ring No Answer, repeat step 1.
Call Forward Busy
Line
To forward your calls to another extension when all your lines are busy:
1 Press Feature + 467.
2 Use the keypad to enter the telephone number to which you want to
forward your calls.
To disable Call Forward Busy Line, repeat step 1.
Call Forward
Universal
To forward all your calls to another extension:
1 Press Feature + 465 (all phones).
2 Use the keypad to enter the telephone number to which you want to
forward your calls.
To disable Call Forward All, repeat step 1.
Call Park
Use the Call Park feature to place a call in a holding pattern and make it
available for you or for another user to pick up from any telephone on
the system by dialing the Call Park extension.
Call Park
67
The Call Park feature is useful when the recipient is elsewhere in the
building or you want to continue a call on another telephone and
transferring the call does not give you enough time to retrieve it.
When you park a call, you assign it a Call Park extension, which you (or
another user) use to retrieve it. The default Call Park extension numbers
are 800 through 899 inclusive. Ask your administrator to verify the Call
Park extensions for your location. If the specified Call Park extension is in
use or if no extension is specified, VCX selects the next available Call Park
extension.
A call remains parked for 5 minutes. This default value can be adjusted by
your administrator. If the call is not answered 5 minutes after it is parked,
the user who parked the call is called back. If the user is not available, the
parked call is forwarded to the user’s call coverage point.
To park a call:
1 While you are on a call, press the Call Park button or press
Feature + 444. The Display Panel shows a default Call Park extension.
2 Press the Call Park button (or press Feature + 120) to park the call using
the default extension, or use the telephone keypad to enter a Call Park
extension from the list of extensions at your location. Notify another user
about the parked call.
a Select an Access button for outgoing calls and dial the user’s
extension.
b When the call is answered, tell the user the Call Park extension
number, for example 818.
c Hang up.
The user dials the Call Park number and the system connects the call
automatically.
3 To retrieve a parked call yourself:
a Pick up the handset of any telephone on the system.
b Dial the Call Park extension that was assigned to the call.
The system connects you to the parked call.
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CHAPTER 6: STANDARD FEATURES
Paging
Paging lets you activate the speakers and broadcast a message to all of
the available phones in a paging group. Your administrator defines the
members of a paging group and an extension to dial to page that group.
A telephone in a group is available to receive pages if it has a speaker,
unless:
■
The telephone is not logged in
■
The telephone has a call ringing, connected, or on hold
■
The telephone has Do Not Disturb, Call Forwarding, or Forward to
Voicemail enabled.
Note that you do not need to be a member of a page group to send a
page to that group; you just need to know the extension for that group.
A page is subject to the following restrictions:
■
You cannot park, transfer, hold, conference, or pick up a page.
■
You cannot camp on a page group extension.
■
A page cannot be bridged.
If you are sending or receiving a page, you can drop the page by using
the speaker button to disconnect the page, by picking up and replacing
the receiver, or by pressing the Release button.
Paging a Group
You can view the page groups, the group extensions, and the members
of those groups by accessing the VCX User Interface (see Accessing the
VCX User Interface).
To page a group:
1 Pick up the handset.
2 Dial the appropriate page group extension.
When you dial the page group extension, speakers are activated on the
telephones that are members of the group.
3 Speak the message you want to broadcast into the handset.
4 Hang up when you are finished.
Call Pickup
Call Pickup
69
Use the Call Pickup feature to answer a call that is ringing on another
telephone.
There are two types of call pickup:
Directed Call Pickup
■
Directed Call Pickup — Allows you to answer a call ringing on the
telephone of a specific user. Both you and the other user must be
members of the same Directed Call Pickup group. Each Directed Call
Pickup group is assigned a security code by the administrator. You
must enter this security code when using Directed Call Pickup to
answer a call.
■
Group Call Pickup — Allows you to answer a call ringing on the
telephone of any user who is a member of a configured Group Call
Pickup group. A Group Call Pickup group is a collection of phones that
allow each member of the group to answer another member's calls.
Your administrator can also configure a Group Call Pickup group that
allows non-group members to answer a call ringing on a telephone in
the group.
To answer a call that is ringing on a specific user’s telephone:
1 Pick up your handset.
2 Press Feature + 455.
The Display Panel prompts you to enter your group security code.
3 Enter the your group security code.
The Display Panel prompts you to enter the extension of the ringing
phone.
4 Enter the extension number.
Alternatively for steps 2, 3, and 4, you can enter feature code (455),
group security code, and the extension of the ringing telephone in the
following format:
*455*<group code>*<extension>
The call is directed to your telephone.
Group Call Pickup
To answer a call that is ringing on a group member’s telephone:
1 Pick up your handset.
2 Dial the Group Call Pickup extension.
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CHAPTER 6: STANDARD FEATURES
The call is directed to your telephone.
Call Pickup
Interaction With
Other Features
Silent Monitor and
Barge In
This section describes how call pickup interacts with other VCX telephone
features. Note the following considerations:
■
Call Forwarding — If both the telephone forwarding a call and the
telephone receiving the forwarded call belong to the same call pickup
group, then any member of the group may answer the call.
■
Camp On — A call pickup group member or a directed call pickup
user cannot answer a camp on callback call.
■
Conference Calls — A conference call cannot be picked up at
another extension. A conference originator can, however, pick up a
call and add it to the conference call.
■
Display Panel — When you pick up a call, the telephone Display
Panel shows a confirmation message, for example,
PickUp Marie x3434.
■
Hunt Groups — A call pickup group member can also be a member
of a hunt group. Call pickup group members can use either directed
call pickup or group call pick up to answer a call that is ringing at
another group member's telephone.
■
Speed Dials — You or your administrator can assign the following to
a speed dial button:
■
The feature code for directed call pickup (455).
■
Only the feature code for directed call pickup (455).
The VCX system supports Silent Monitor and Barge In. These two features
are typically used in call centers to allow supervisors to listen to (monitor)
and optionally join (barge in) a conversation between an agent and a
customer to ensure proper customer support. Unless the supervisor
barges in, neither the agent or the customer are aware that the
supervisor is monitoring the call.
To invoke Silent Monitor, the supervisor enters a feature code followed by
the extension to be monitored (see Monitoring a Call). The supervisor, in
this case, is defined as a user who is allowed to invoke the Silent Monitor
feature for that particular extension. Permission to monitor one or more
extensions is configured through the VCX Administrator Interface (see
the VCX Administration Guide). The supervisor must use a telephone with
a Display Panel (not a 3Com Model 3100 Entry Telephone). If a supervisor
Silent Monitor and Barge In
71
attempts to monitor an extension without permission, the supervisor
hears an error tone and the LCD shows Unauthorized. The supervisor
and the monitored agent can be located at different sites.
If a supervisor attempts to monitor an agent’s extension, the supervisor
telephone LCD will display the error message no calls to supervise if:
■
The agent is not logged in.
■
The agent is not on a call.
■
The agent is currently monitored by another supervisor.
While in Silent Monitor mode, the supervisor can join the conversation by
entering the feature code for Barge In. After barging in, the supervisor
can return to Silent Monitor mode by reentering the Silent Monitor
feature code. See Barging In.
A user can ensure a private call by blocking Silent Monitor and Barge In.
To make a private call, the user enters a feature code before dialing the
call.
Note the following Silent Monitor and Barge In feature conditions and
restrictions:
■
Multiple supervisors cannot monitor the same extension at the same
time.
■
If an agent parks a monitored call, initiates a conference, or transfers
the call, the supervisor will be disconnected from the session.
■
If a supervisor attempts to park, conference, or transfer a monitored
call, the action will be ignored and the Display Panel shows Not
supported operation.
■
If a customer or agent terminates a monitored call by hanging up, the
supervisor will be disconnected from the session.
■
Supervisors cannot monitor conference calls.
■
The agent, the customer, and the supervisor can place a monitored
call on hold. The results depend on who places the call on hold and
whether or not Music On Hold (MOH) is enabled.
■
If the VCX call processor fails during an established silent monitoring
or barge in session, the audio is not affected. However, none of the
parties in the call can invoke mid-call features.
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CHAPTER 6: STANDARD FEATURES
Monitoring a Call
■
The supervisor can monitor a Hunt Group call by selecting the
member's extension, not the Hunt Group's extension.
■
Bridge line connected calls can be monitored by selecting the
extension of the connected party (primary or secondary, depending on
who is connected).
Silent Monitor allows a supervisor to listen to calls that come in to an
agent’s extension. The supervisor must be granted explicit permission by
the VCX administrator to monitor one or more extensions. If you have
been granted monitoring privileges, your administrator will give you a list
of the extensions you can monitor.
To monitor a call on an agent’s extension by entering a feature code:
1 Pick up the handset.
2 Press Feature + 425.
3 Enter the extension of the agent you want to monitor and press #.
Alternatively you can combine steps 2 and 3 by using the following single
command after picking up the handset:
*425*<extension>
For <extension>, you can either enter the telephone extension of the
agent, press a speed dial button mapped to that extension, or press a
bridge line button (Basic phones do not support bridging) mapped to that
extension.
To terminate participation in a monitored call, hang up. This has no effect
on agent-customer communication (the agent-customer session remains
active).
If you want to join a monitored call, see the following section, Barging In.
Barging In
Barge In allows a supervisor to speak to the agent and customer during a
monitored call. While you are silently monitoring a call, your telephone
shows Barge In in the lower right corner of the Display Panel. If you
barge in to the call, the display changes to SilentM.
You can use Soft button 3 (the button just below Barge In or SilentM to
toggle between silent monitor mode and barge in mode.
Silent Monitor and Barge In
73
Alternatively, to barge in when you are monitoring a call, press Feature +
428. To return to silent monitor mode, press Feature + 425.
To terminate participation in a barged in call, hang up. This has no effect
on agent-customer communication (the agent-customer session remains
active).
Blocking Call
Monitoring
An agent can prevent a supervisor from monitoring an outgoing call. This
allows the agent to make private call. Monitor blocking can be enabled
for one call at a time. That is, an agent cannot enable the monitor
blocking feature for all subsequent calls. Furthermore, this feature works
for outgoing calls only; the agent cannot block monitoring for an
incoming call.
Note the following blocking considerations for call monitoring
■
Blocking can be invoked before dialing a call or during a call.
■
The monitor blocking feature can be mapped to a button.
■
After invoking monitor blocking for a call, monitoring is blocked for
the duration of that call. If the call is disconnected (during transfer or a
call park, for example), blocking is disabled and the call can be
monitored. If the call is reconnected (for a park timeout, for example),
blocking is disabled and the call can be monitored.
■
Blocking is effective only for calls that can be monitored. For example,
invoking monitor blocking for a conference call has no effect on the
call because conference calls cannot be monitored.
To block call monitoring on an agent extension to make a private call:
1 Pick up the handset.
2 Press Feature + 429.
The Display Panel shows the following prompt:
Enter the phone number:
Press # to complete!
3 Enter the extension of the private call and press #.
Alternatively you can combine steps 2 and 3 by using the following single
command after picking up the handset:
*429*<extension>
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CHAPTER 6: STANDARD FEATURES
For <extension>, you can either enter the private telephone extension or
press a speed dial button mapped to that extension.
Remote Call
Forward
The Remote Call Forward feature allows you to configure the forwarding
options of a telephone from another telephone in the network. This is
useful if, for example, person A is on vacation and all of person A’s calls
must be forwarded to person B. This feature enables person B to
configure Call Forward Universal on the source telephone (person A).
Note that person A can be at one site and person B can be at a different
site.
The VCX administrator must authorize use of the Remote Call Forward
feature. The administrator can authorize you to remotely change the call
forward options on one telephone or all the phones in the network. For
example, if the administrator authorizes you to change only person A’s
forwarding options, you can enter a feature code (468) and redirect
person A’s calls to any other extension, including your own.
When successfully configured, the remote (destination) phone’s LED (if
available) will flash for all forwarded calls, and the LCD will also display a
call forward message.
To remotely enable a telephone to forward calls to another extension:
1 Pick up the handset.
2 Press Feature + 468.
The Display Panel prompts you to enter the remote telephone number.
3 Enter the extension of the telephone whose calls you want to forward
and press #.
The Display Panel prompts you to enter the extension of the telephone
that will receive the forwarded calls.
4 Enter the extension of the telephone that will receive forwarded calls and
press #.
Alternatively, you can combine steps 2, 3, and 4 by entering the following
command:
*468*<source extension>*<destination extension>
Hunt Groups
75
Remote call forwarding can be disabled on any telephone that set up
remote call forwarding or on the extension whose calls you no longer
want to remotely forward.
For example, extension 1001 has used feature code 468 to specify that all
of extension 1000’s calls be forwarded to extension 1002. You can
disable remote call forwarding on extension 1000 or 1001:
■
On extension 1001:
a Press Feature + 468.
b Enter the extension whose calls you no longer want to remotely
forward (in this case, 1000) and press #.
The Display Panel shows an empty FWD Universal Number field.
c Press # again to disable the feature.
■
Hunt Groups
On extension 1000, press Feature + 465.
Your administrator can establish formal and informal call centers so that
incoming calls can be directed to several telephones that have been
associated into hunt groups.
A call center is a general term that refers to any system that accepts
incoming calls to a site, ensures that those calls are sent to the proper
destination within the site, and manages database records on call activity
and distribution. The call center can be used, for example, as a help desk,
a reservations counter, an information hotline, or a customer service
center.
Incoming calls that arrive at your company can go either to:
■
Your extension and the call coverage point you have set up (see
Configuring a Call Coverage Point).
■
A hunt group that follows the call coverage path assigned by an
administrator for that group.
A hunt group is a group of VCX telephone extensions that are configured
under a virtual extension. An incoming call to the virtual extension rings
on the telephone of one hunt group member. If that member’s telephone
is in use, or if that member does not answer the call, the system “hunts”
for another member of the group until the call is answered or is
forwarded to the group call coverage point. For example, if there are no
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CHAPTER 6: STANDARD FEATURES
available members of the hunt group, the call might be forwarded to a
group mailbox or to the receptionist. In addition, hunt group members
can be in a distributed environment across multiple sites in the Enterprise.
An administrator can configure a hunt group in which all members are
fax machines. Incoming faxes are routed to an available fax machine.
Depending on the type of hunt group configured, if no fax machine is
available, pending faxes may be queued until a machine becomes
available or they may be sent to the call coverage point.
The method used to hunt for an available hunt group member is
determined by an administrator-configured call coverage pattern for that
group. Pattern types include linear, circular, and calling groups. These
patterns are described in Hunt Group Types.
If you dial a hunt group number using SA1, and then press the SA1
button while the call is ringing the hunt group number, the hunt group
call does not disconnect. To disconnect a call while dialing a hunt group,
press the hookswitch or hang up the phone.
If you are a member of a hunt group, your administrator should provide
the following information:
■
The type of hunt group to which you belong. The hunt group type
determines the ringing pattern followed by incoming calls. See Hunt
Group Types.
■
Your hunt group number. You need this number to log in to the hunt
group. You must be logged in to receive calls directed to the hunt
group. See Logging In to a Hunt Group.
You can be a member of, and logged in to, multiple hunt groups,
which may be of different hunt group types.
As a hunt group member, you should also be aware of how hunt group
calls work with other VCX telephone features, such as call conferencing.
See Hunt Group Interaction With Other Features.
Hunt Group Types
The type of hunt group to which you belong determines how incoming
calls are allocated to group members. Your administrator can configure a
linear hunt group, a circular hunt group, and a calling group.
To illustrate the differences between hunt group types, assume the
administrator has configured four members for each type: A, B, C, and D.
Hunt Groups
77
Note that a member must be logged in to both the VCX system and the
hunt group to receive a call.
■
Linear Hunt Group — An incoming call always rings at the first
member telephone of the group, then, if the call is not answered, at
the telephone of the next member in the group list.
For example, if A, B, C, and D are all available, an incoming call will
always ring first at member A’s extension. If A does not answer, the
call is routed to member B’s extension, and so on until the last
member of the group is reached. If no member is available, the call is
routed to the call coverage point immediately. When the total timeout
value configured for the group is reached or the last hunt group
member fails to answer (whichever happens first), the call is routed to
the call coverage point (see the discussion of timeout values and call
coverage points later in this section).
■
Circular Hunt Group — An incoming call rings at the member
telephone following the member to whom the last call was routed. If
the call is not answered, the call rings at the telephone of the next
member in the group list.
For example, if A, B, C, and D are all available and member B received
that last call, the next call will ring at member C’s extension. If C does
not answer, the call is routed to member D’s extension, and so on until
the total timeout value for the group is reached (see the discussion of
timeout values later in this section).
■
Calling Group — An incoming call simultaneously rings on all
member phones that are logged in, even if a member is on another
call.
For example, if A, B, C, and D are all available, an incoming call will
ring simultaneously at all four extensions until the total timeout value
for the group is reached (see the discussion of timeout values later in
this section).
For each hunt group type, your administrator configures two timeout
values:
■
Device Timeout — Specifies how long the VCX call processor rings at
one extension before moving to the next extension if there is no
answer.
■
Total Timeout — Specifies how long the VCX call processor attempts
to make a connection within the hunt group before directing the call
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CHAPTER 6: STANDARD FEATURES
to the hunt group’s default call coverage point. The administrator can
configure the call coverage point to be:
■
A voice mailbox
■
Another hunt group
■
An individual extension
■
An Auto Attendant number
■
An external telephone number
Ask your administrator for information on timeout values and your hunt
group’s default call coverage point.
Table 6 summarizes how the three hunt group types route incoming calls.
Table 6 Hunt Group Behavior
Condition
Linear Hunt Group
Result
Circular Hunt Group
Result
Calling Group
Result
No members
Go to call coverage.
Go to call coverage.
Go to call coverage.
All members logged out
Go to call coverage.
Wait for a member to log
in or until total timeout
reached.
Go to call coverage.
All members busy
Go to call coverage.
Wait for a member to
become available or until
total timeout reached.
Queue the call and wait
for an available member
or until total timeout
reached.
All members available
Route call to first member Route call to the member
in the list.
following the member to
whom the last call was
routed.
Ring all member phones.
Total timeout reached
Go to call coverage.
Go to call coverage.
Go to call coverage.
Hunt Group calls routed to a call coverage point always go to the point
configured for the Hunt Group, not to the point configured for (or by) the
Hunt Group member (that is, the member’s personal call coverage point).
If the member has Do Not Disturb enabled, personal (non-Hunt Group)
calls go to the call coverage point. However, Hunt Group calls always ring
on a member’s phone, regardless of the Do Not Disturb setting.
Logging In to a Hunt
Group
When your administrator gives you your hunt group membership
information, you can log in to your hunt group (or groups if you have
Hunt Groups
79
been assigned membership in multiple groups). You must be logged in to
a hunt group to receive calls for that group.
You must be logged in to your VCX system account before you can log in
to a hunt group. If you are not logged in to the VCX system, which
requires password authentication, you cannot log in to a hunt group. See
the overview section for your telephone in this guide.
You log in to a hunt group by entering feature code followed by hunt
group number. If you are already logged in, entering the same feature
code and hunt group number logs you out. You can also log in to and log
out of a hunt group through the VCX User Interface (see Viewing Hunt
Group Membership and Status).
To log in to a hunt group using a feature code:
1 Press Feature + 971.
The Display Panel shows a prompt requesting a hunt group number.
2 Enter the hunt group number, then press #.
The Display Panel indicates that your hunt group login status has
changed.
Alternatively, you can combine steps 1 and 2 by entering the following
single command:
*971*<hunt group number>
You can display all the hunt groups you are currently logged in to by
pressing Feature + 972 (see Viewing Hunt Group Membership and
Status).
Hunt Group
Interaction With
Other Features
This section describes how participation in a hunt group interacts with
other VCX telephone features. Note the following considerations:
■
A hunt group member that is logged into a hunt group then initiates a
malicious call trace on a call, is immediately logged off of all hunt
groups that they belong to. All directly-dialed internal calls can still be
accepted by that member.
■
A hunt group call can be added to a conference. The member
receiving the call can conference with another extension or with
another hunt group. Both announced and unannounced conferences
are supported (see Setting up a Conference Call).
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CHAPTER 6: STANDARD FEATURES
■
A hunt group call can be put on hold and taken off hold without
losing the caller.
■
■
Viewing Hunt Group
Membership and
Status
If a hunt group member puts a call on hold, that member can
receive other calls.
A hunt group caller on hold will hear hunt group Music On Hold.
■
A hunt group call can be parked and then picked up by any user on
the same site.
■
If the VCX telephone has Hands Free enabled, an incoming call to a
hunt group will not be picked up automatically.
■
A hunt group member’s personal telephone settings (for example, Call
Forward, Call Coverage point, and Do Not Disturb) are not invoked on
Hunt Group calls.
■
An external call to a private user (someone not in the hunt group) can
be transferred to a hunt group.
■
Both attended and unattended call transfers are allowed for calls to a
hunt group or from a hunt group.
■
After reaching an Auto Attendant, a caller can enter a hunt group
extension and be transferred to a Hunt Group.
■
Internal and external callers that are forwarded to voice mail can leave
a message and navigate through the voice mail options.
■
If a hunt group call is routed to a voice mailbox or Auto Attendant call
coverage point but the routing fails (for example, because no ports are
available), the call is requeued for the hunt group.
■
Each time a call is put back in a hunt group queue, it is treated like a
new call.
■
If you are a member of one or more hunt groups, the telephone
message button acts as a MWI for the hunt group voice mailbox even
if you are not logged in to the hunt group. Pressing the message
button displays a menu which shows number of new messages in
each mailbox, including your personal mailbox. You can use the arrow
navigation keys to locate a voice mailbox. Press the message button to
access the selected mailbox.
You can use the Telephone User Interface to view the hunt groups you
belong to and your current login status for each group.
Emergency Telephone Number Dialing Service
81
To view hunt group information enter the following feature code:
Feature + 972
The Display Panel on the telephone displays the hunt groups you belong
to and your current status.
Use the up and down scroll buttons to navigate through the hunt group
list. The first line displays the name and number of the hunt group. The
second line displays your current status.
■
Press soft button 1 below the Display Panel to change your current
login status.
■
Press soft button 2 or 3 below the Display Panel to exit from the hunt
group display.
When you change your login status, the Display Panel shows HuntGroup
Login Enabled. If you are logged into multiple phones using the same
telephone number, this message appears on all telephone displays. While
this message appears in the Display Panel, press soft button 1 to display
the hunt group list (same effect as pressing Feature + 972) to display the
hunt group list.
You can also use the VCX User Interface to view the hunt groups you
belong to and your current login status for each group.
If a hunt group member has a remote phone, that remote telephone will
not appear in the VCX User Interface Hunt Group Membership list, but it
does appear in the administrator’s Hunt Group Membership list.
Emergency
Telephone Number
Dialing Service
VCX phones provide the capability to dial an emergency telephone
number even when the telephone is not logged in to a VCX system. The
telephone must be properly configured, connected to an operational VCX
system, and the region must support this service. If the VCX system is not
operational, an emergency call can be routed (optionally) directly through
a PSTN media gateway. Contact your system administrator to determine
the appropriate emergency number for your region.
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7
USING THE VCX USER INTERFACE
This chapter describes how to access the VCX User Interface application.
It also provides a description of the options available to manage your user
account and VCX telephone from this web-based application. Features
that require configuration through the application and, subsequently, on
the telephone itself are described in more detail.
Your administrator determines whether the features in this chapter are
available for your telephone or for the entire system. Some of these
features may not be available to you.
This chapter includes the following topics:
■
Accessing the VCX User Interface
■
VCX User Interface Overview
■
Enabling Call Forwarding
■
Configuring a Call Coverage Point
■
Logging Out
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CHAPTER 7: USING THE VCX USER INTERFACE
Accessing the VCX
User Interface
You can use the VCX User Interface to access and manage advanced VCX
telephone features, change your web login password, and modify your
personal account information.
The VCX User Interface is a web-based application. Before you begin,
obtain the following information from your system administrator:
■
Web login username
■
Web login password
■
Web address (URL) for the VCX User Interface
Your browser must have cookies and Java script support enabled to start
a VCX User Interface provisioning session.
To log in to the VCX User Interface:
1 In your web browser’s address bar, enter the VCX User Interface web
address and press Enter.
2 On the 3Com VCX Connect Networked Telephony Solution window,
click User Interface. The Login dialog box appears.
3 In the Username field, type your web login name.
4 In the Password field, type your web login password.
To clear the username and password fields, click Reset.
5 Click Submit.
The VCX User Interface displays the Welcome window.
VCX User Interface
Overview
The Welcome window illustrates the general structure of the VCX User
Interface.
The left column displays six options:
■
Welcome
■
My Extensions
■
Calling Features
■
Call Coverage
■
Groups
■
Log Out
VCX User Interface Overview
85
Each option (except Log Out) is associated with a set of tabbed pages
shown on the right side of the window. When you select an option, the
set of tabbed pages changes. Click on a tab to display its contents.
Each tabbed page includes a text box that describes the purpose of the
page. Each text box also includes a Help button. If you need more
information on a page, click Help to launch the VCX User Interface
online Help system.
The following list provides a brief description of the features you can
manage on each tabbed page. For detailed information, refer to the
online Help. Note that some features must be enabled on the telephone
after configuration in the VCX User Interface. These features are noted in
the list.
■
Welcome
■
■
■
■
■
Welcome — Provides an initial welcoming page that can include
current system information, such as mailbox capacity, and the
number of new and saved messages.
My Information — Displays name and address information that
you can modify as necessary. Also enables you to change the
language type and the size of the font used in your telephone’s
Display Panel.
Web Login — Allows you to change the password you use to
access the VCX User Interface.
Directory — Allows you to search a directory of other system
users to find name and extension information. The directory can be
either local (users whose phones are connected to the same VCX
call processor) or global (all the users in a multi-site enterprise that
includes regional, branch, and local offices). Search criteria can
include first name, last name, extension, or location. If you do not
enter search criteria, all users are displayed.
My Extensions
■
■
Call History — Allows you to view the call history for your phone,
for example, the calling and called parties, and call duration.
Ring Patterns — Enables you to set distinctive ringing tones to
identify the source (inside, outside, private, or call waiting calls) of
incoming calls. Inside calls are calls that originate from within the
VCX network. Outside calls are calls that originate from outside the
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CHAPTER 7: USING THE VCX USER INTERFACE
VCX network. Private calls are anonymous calls or calls with caller
ID blocked.
■
■
Bridge Permissions — This feature is not supported on Basic
3101 phones.
Bridged Phones — This feature is not supported on Basic 3101
phones.
You should not bridge an extension to a Basic telephone (Model 3101)
because these phones have no programmable access buttons. Therefore,
these phones have no way of distinguishing a call to its extension and a
bridged call.
■
■
■
■
Registrations — Lists all phones on which you are currently
logged in.
Passwords — Enables you to set the login password for your
telephone extension. This password is also used for mailbox access
and must be synchronized with IP Messaging (see the VCX User
Interface online help). Passwords can be 4 digits to 9 digits. Only
the numbers from 0 through 9 are allowed and the first digit
cannot be 0. You cannot use the star (*) or pound (#) characters.
Date/Time — If you log in to a telephone in another time zone,
you can use this option to update the VCX system with your
current time zone information. Also allows you to change the
date/time format, which is initially set by your administrator.
Calling Features
■
■
■
■
Personal Speed Dials — Allows you to set up personal speed dial
codes for up to 9 telephone numbers.
System Speed Dials — Allows you to view the system-wide speed
dial numbers configured on your system by your administrator. You
cannot add, modify, or delete a system speed dial number.
However, you can export the list to a Microsoft Excel spreadsheet.
See Dialing System Speed Dial Numbers.
Call Forwarding —Allows you to control how the VCX system
handles your calls when you do not answer a call, your extension is
busy, or your calls are forwarded to another extension. See
Enabling Call Forwarding for additional information.
Selective Ringing — Enables you to configure Selective Ringing
for calls coming in from up to 10 telephone numbers. For each
VCX User Interface Overview
87
number, you can select one of 9 tones and for each tone you can
choose to have the telephone ring once, twice, or three times.
You can silence the ringer and only allow the telephone to flash by
selecting Ringer Disabled in the Ring Tone drop down list. You can
also delay the ring of a bridged line telephone or hunt group
extension for a specified number of seconds.
If you configure a selective ring pattern for a telephone extension
of a configured bridged line or a hunt group, that extension
appears in the Hunt Group and Bridged Calls list. When an
extension appears in this list, you can then change the delay time.
■
■
■
Call Restrictions — Allows you to block incoming and outgoing
calls that match specified patterns.
Call Coverage
■
■
■
■
Privacy — Allows you to control whether the VCX system sends
your Caller ID when you make a call. See Controlling Caller ID.
Call Coverage — Allows you to set your default call coverage
point. The configured call coverage point determines the
destination of a call that is either not answered in time, or cannot
be answered because the destination is busy or unreachable
(logged out, or disconnected from the network). The default
destination for unanswered calls is voice mail. See Configuring a
Call Coverage Point.
Predefined Rule — A Predefined Rule allows you to create a rule
from a specified list of predefined call coverage values defined by
the Administrator.
User Rule — A User Rule allows you to configure personal rules to
conform to your schedule.
Groups
■
■
Hunt Groups — Allows you to view the hunt groups you belong
to and your current login status for each group. See Hunt Groups.
Page Groups — Allows you to view the page groups configured
on your system. When you dial the group page extension, speakers
are activated on the telephones that are members of the group. As
you speak into your handset, your voice is broadcast on the
activated speakers. See Paging.
88
CHAPTER 7: USING THE VCX USER INTERFACE
■
■
Enabling Call
Forwarding
Call Pickup Groups — Allows you to view the call pickup groups
you belong to and the other members of these call pickup groups.
See Call Pickup.
Log Out — Ends your VCX User Interface session. See Logging Out.
This section describes how to enable and use call forwarding features set
up through the VCX User Interface.
You can also configure and enable call forwarding through your phone’s
Telephone User Interface (TUI). See Call Forwarding.
You can use the VCX User Interface to set:
■
How long (in seconds) your telephone rings before the system
forwards unanswered calls
■
Where you want your call to be forwarded
■
The condition (or conditions) that result in the system forwarding a
call:
■
■
■
■
Ring No Answer — Redirect incoming calls to another destination
when your telephone rings for a configured time period (the
default is 15 seconds).
Busy Line —Redirect incoming calls to another destination when
your telephone is busy. If you have multiple lines, busy means that
all lines are in use.
All Calls — Redirect incoming calls to another destination
unconditionally. Use this feature when you plan to be away from
your telephone for an extended period of time. Also referred to as
Call Forward Universal.
Fall Back — Return forwarded calls to your call coverage point if
the forwarding destination does not answer. When you enable this
Call Forward, Fall Back to Coverage feature, a forwarded call that is
not answered at the forwarding destination falls back to your
extension's coverage. This call coverage point must be either voice
mail or Auto Attendant (the call cannot fall back to another
extension or to no coverage; see Configuring a Call Coverage
Point).
For example, a call to extension A gets forwarded to extension B if
extension A is busy. Extension A has also enabled the Fall Back
option. Extension A receives a call that gets forwarded to extension
Configuring a Call Coverage Point
89
B. However, extension B is also busy. Instead of sending the call to
extension B's coverage point or call forwarding destination, VCX
returns the call to extension A's voice mail or Auto Attendant.
You can configure the Call Forward, Fall Back to Coverage feature
through the VCX User Interface only. This feature cannot be configured
through the Telephone User Interface.
To set up call forwarding, log in to the VCX User Interface, select the
Calling Features option, then access the Call Forwarding tabbed page.
Enable the appropriate forwarding conditions and click Save.
If you configure and enable any call forwarding option through the VCX
User Interface, the option becomes effective immediately.
Your administrator may prevent you from configuring Call Forward All,
Call Forward Ring No Answer, or Call Forward Busy to an external (outside
the enterprise) number. See your administrator for information.
Configuring a Call
Coverage Point
A call coverage point determines how the VCX system treats an
unanswered call. A call is considered unanswered for the following
reasons:
■
The call rings and is not answered before the call coverage ring
timeout value is reached. The default timeout value is 20 seconds.
Note that any enabled Call Forward settings take precedence over Call
Coverage Point settings. Furthermore, the Call Forward - Ring No
Answer feature also has a ring timeout value. The default timeout
value for this feature is 15 seconds. The Ring No Answer timeout value
has priority over the call coverage timeout value. If the Ring No
Answer timeout value is greater than the call coverage timeout value,
the call coverage timer is ignored so the call can be forwarded to the
Call Forward destination.
■
The call cannot be answered because the destination is busy or
unreachable (logged out or disconnected from the network).
The default call coverage point is voice mail. However, your administrator
can specify a different default for all subscribers by creating a Predefined
rule, or you can set your own call coverage point by creating a User rule.
There are three possible call coverage points:
■
Voice mail (the default)
90
CHAPTER 7: USING THE VCX USER INTERFACE
The Call Forwarding Fall Back option can only be enabled when the
call coverage is set to the Send to Voice Mail option. The Call
Forwarding Fall Back option must be disabled if the Send to Number
or No Coverage option is selected.
■
A telephone number (internal, external or auto attendant)
Call coverage can be set to an auto attendant by entering the auto
attendant number in the Send to Number box. If an auto attendant is
configured, the Call Forwarding Fall Back option must be disabled.
■
No coverage
If the No Coverage option is selected and a call is not answered, the
caller will hear a busy tone or an error message depending on the
reason for the unanswered call.
If you enable Do Not Disturb on your phone, calls will automatically go to
the call coverage point, which may or may not be voice mail.
The call coverage point must be set through the VCX User Interface (or
the Administrator Interface). It cannot be set through the Telephone User
Interface.
Logging Out
To log out of the VCX User Interface, follow these steps:
1 From any screen, click the Log Out button just above the copyright
notice.
The Login screen appears.
2 Close your web browser.
A
TELEPHONE INSTALLATION AND
MAINTENANCE
This chapter covers these topics:
■
Connecting the Telephone
■
Attaching and Adjusting the Articulating Support Bracket
■
Opening the 3105 Attendant Console Label Cover
■
Moving Your Telephone
■
Swapping Telephones
■
Cleaning Your Telephone
■
Troubleshooting Problems
92
CHAPTER A: TELEPHONE INSTALLATION AND MAINTENANCE
Connecting the
Telephone
Although the connector layout varies between telephones, all VCX
telephones and attendant consoles use these symbols to identify the
connectors:
Power connection for an AC power adapter.
Network connection. Connects the device to the network. A powered
Ethernet cable that conforms to the Power over Ethernet (IEEE 802.3af)
standard is acceptable for:
■
3Com 3101 Basic Telephones
■
3Com 3102 Business Telephones
■
3Com 3103 Manager’s Telephones
■
3Com 3105 Attendant Consoles
■
Older 3Com telephones that include “PE” in the part number.
Switch port for connecting a computer or other network device, such as
an VCX Attendant Console, to the network.
Handset connector.
Figure 4 shows underside of the VCX 3102 Business Telephone as an
example of possible connection points. Connection details for each type
of VCX device are listed on the packing sheet that is shipped with the
device.
Figure 4 Underside of the VCX 3102 Business Telephone
1
2
3
4
6
5
Attaching and Adjusting the Articulating Support Bracket
93
CAUTION: The VCX system operates over the LAN, not through traditional
telephone wiring. Your telephone connects to the VCX system through an
RJ-45 LAN connector instead of an RJ-11 telephone connector. Your
telephone will not work unless it is connected properly. Ask your
administrator if you have questions about your telephone connection.
The underside of an VCX telephone or attendant console includes:
1 AC power adapter connection
2 Ethernet connector for connection to the LAN
3 Ethernet connector for an optional connection to your desktop
computer.
4 Handset connector
5 Headset connector (3102 and 3103 only)
6 Tabs for the support bracket
For information about the underside of each VCX Telephone, and for
information about how to connect any VCX Telephone or Attendant
Console to a Power over Ethernet source, see the packing sheet that
comes with the device.
Strain relief clamps are built into the 3101/3102/3105 support bracket.
Attaching and
Adjusting the
Articulating
Support Bracket
The articulating support bracket is common to the following devices:
■
3Com 3105 Attendant Console
■
3Com 3101 and 3101SP Basic Telephones
Figure 5, Figure 6, and Figure 7 show a 3102 Telephone. The instructions
apply to all telephones.
94
CHAPTER A: TELEPHONE INSTALLATION AND MAINTENANCE
Figure 5 Attaching the Support Bracket
To attach the support
bracket, 1, snap the
bracket into the
mounting supports 2,
on the bottom of the
telephone.
2
1
After you connect the
cables to the phone,
press the cables into
the cable management
clamps 3, on the stand.
3
Figure 6 Adjusting the Support Bracket
To adjust the support
bracket, press to
release the lock tab 1,
rotate the bracket to
the position that you
want, and then
release the lock tab.
1
Attaching and Adjusting the Articulating Support Bracket
95
Figure 7 Wall Mounting a 3102 Telephone
When you mount a 3101, 3101SP, 3102,
or 3103 telephone on a wall, attach the
support bracket and adjust it so that the
bottom of the support bracket rests
against the bottom supports on the
telephone, 1.
Safe wall mounting requires 3/4-inch
drywall and 1.5-inch drywall screws.
1
96
CHAPTER A: TELEPHONE INSTALLATION AND MAINTENANCE
Opening the 3105
Attendant Console
Label Cover
For instructions on how to create and print labels, see Printing Labels on
page 24.
Figure 8 3105 Attendant Console Label Cover Tabs
After you print the
labels and then cut
them out, remove
the plastic cover
from the Attendant
Console by pulling
up on the two tabs
at the top of the
Attendant Console
until the top of the
cover pops off.
Moving Your
Telephone
Each VCX telephones is uniquely identified by an IP address. You can
move your telephone to another location within your calling domain,
connect it to any Ethernet jack on the LAN, and still maintain all of your
personalized features, speed dials, and extension number.
Swapping
Telephones
Your administrator assigns a password for your telephone. This password
associates your telephone extension (and mailbox) with your account.
This may allow you to configure another VCX telephone in the system to
duplicate your primary phone. This means if you are away from your
primary telephone (for example, in a different office), you can program
the local telephone to use your extension. Any calls made to your
extension will ring in both locations and you can access your mailbox
from either phone. See the overview section in the chapter that describes
your telephone for more information.
Cleaning Your Telephone
Cleaning Your
Telephone
97
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 7 lists possible problems that you may encounter and the most
likely solutions. Where possible, each solution refers to the section in this
guide where you can find detailed information.
Table 7 Possible Problems
Possible Problem
Suggested Solutions
My telephone has no dial
tone and the display panel
is blank.
■
Verify that the power cord is fully inserted in the
correct connector on the underside of the
telephone. Use the strain relief tab to prevent the
cord from becoming unplugged.
■
Verify that the Ethernet cables are connected and
that each cable is in the proper connection.
■
Remove and add power to the telephone by
unplugging the power cord at the electric outlet
and plugging it back in.
■
If the telephone is powered through a powered
Ethernet cable, make sure that power is applied to
the cable at its source.
■
Your telephone has lost the connection to the
system. Remove the Ethernet cord from the jack,
and then re-insert it into the jack.
■
Wait a few seconds. If the telephone display panel
still appears to be locked, disconnect the electrical
power for your telephone, and then plug it back in.
My telephone has “locked
up.”
Callers cannot leave
Your mailbox may be full. Log in to your voice mailbox
messages on my voice mail. and delete some messages.
When I dial 9 or 8 to access No outside lines are available. Try again in a few
an outside line, the display minutes.
panel shows “All Ports
Busy.”
My telephone is not
forwarding my incoming
calls to my voice mailbox.
Verify that you have activated the Forward to Voice
Mail feature. For details, see Forwarding Calls to Voice
Mail.
98
CHAPTER A: TELEPHONE INSTALLATION AND MAINTENANCE
Table 7 Possible Problems (continued)
Possible Problem
Suggested Solutions
On my VCX Business
Verify that you have correctly set up speed dialing. For
Telephone, I added a
details, see Speed Dialing.
One-Touch speed dial, but
the telephone does not dial
that number.
(continued)
My telephone keeps
ringing after I pick up the
handset.
The display panel shows
“Wait for NCP.”
■
Your telephone may have lost connection to the
system immediately after a call came in. Remove the
Ethernet cord from the jack, then re-insert it into
the wall jack.
■
Wait a few seconds. If the telephone continues to
ring, disconnect the electrical power for your
telephone, and then plug it back in.
Your telephone may be disconnected from the system.
Hang up your telephone and wait a few seconds. Then
pick up the handset. If the message still appears on
your telephone display panel, contact your
administrator.
INDEX
Numbers
3101 Basic Telephone
figure and features 16
line status lights 20
programmable access buttons 19
3105 Attendant Console 21
creating labels 24
figure and features 23
overview 22
A
access buttons
3101 Basic Telephone 19
accessing the VCX User Interface 84
all calls (call forwarding)
set through VCX User interface 88
All Ports Busy message 97
answering a call 30
B
Barge In 71
bracket
3101 and 3101SP, telephone support 93
busy line (call forwarding)
set through VCX User interface 88
set with a feature code 65
C
call coverage
forwarding calls to 89
call fallback (call forwarding) 88
call forward
problems with 97
call forwarding
all calls 65, 88
busy line 65, 88
ring no answer 65, 88
setting up 88
call history
through the VCX User Interface 85
viewing 52
call park 66
call pickup 69
feature interaction 70
call waiting 61
Caller ID
sending or blocking 54
calling Hunt Group 77
calls
answering 30
answering a second call 30, 36
answering for a group 69
answering for another user 69
camp on 57
dialing a second call 36
dropping 33
forwarding to call coverage 89
forwarding to voicemail 59
forwarding using feature codes 65
forwarding using the VCX User interface 88
holding 36
making 30
missed 34
muting 39
parking 66
redialing 31
tracing a malicious call 40
transferring 37
camp on 57
circular Hunt Group 77
Class of Service
overriding 32
cleaning telephones 97
conference call
announced 55
cascaded conference 56
dropping recipients 56
setting up 55
unannounced 55
configuration
interface options 14
connecting telephones
caution, RJ-45 versus RJ-11 jacks 93
electrical power 92
100
INDEX
Console Manager Software 21
features 25
types 76
viewing membership and status 80
D
J
dial tone, troubleshooting an NBX Telephone 97
dialing a remote office
using a unique extension 31
dialing while on a call 36
directed call pickup 69
directory of users
global 53
local 53
display panel
using 52
Do Not Disturb
activating 40
dropping calls 33
joining a monitored call 71
E
electrical shock, avoiding 97
emergency phone number dialing service 81
F
feature codes 45
forward universal (call forwarding)
set through VCX User interface 88
set with a feature code 65
forwarding a call to a remote location 74
forwarding calls 65, 88
G
L
line status lights
3101 Basic Telephones 20
linear Hunt Group 77
local user directory 53
logging in 28
M
mailbox
setup 13
making calls 30
Malicious Call Trace 40
message waiting indicator
3101 and 3101SP Basic Telephones 17
microphone
3101SP Basic Telephone 18
missed calls 34
monitoring calls 70
barging in 71
moving telephones 96
music on hold 36
mute ringer 39
muting calls 39
MWI
see message waiting indicators
global user directory 53
group call pickup 69
group paging 68
O
H
P
holding a call 36
Hunt Groups
access numbers 76
calling 77
circular 77
feature code 81
feature interaction 79
linear 77
log in or log out feature code 79
logging in 78
overview 75
timeout values 77
paging 68
parking a call 66
password 28
changing 29
for telephone and mailbox access 86
for VCX User Interface 84
changing 85
personal speed dials 61
phone settings
transferring to another phone 58
problems
solving 91
overview 12
R
programmable access buttons
3101 Basic Telephones 19
R
redialing 31
registrations
through the VCX User Interface 86
relocating telephones 96
Remote Call Forward 74
ring no answer (call forwarding)
set through VCX User interface 88
set with a feature code 65
ring patterns
setting through the VCX User Interface 85
RJ-11 jack caution, avoiding use with VCX
telephones 93
RJ-45 jack caution, using instead of RJ11 93
S
selective ringing
setting through the VCX User Interface 86
Silent Monitor 70
blocking 73
speaker button
3101SP Basic Telephone 18
speaker phone
3101SP Basic Telephone 18
using 31
speed dialing 61
configuring personal numbers 62
dialing personal numbers 63
dialing system numbers 64
editing personal numbers 63
personal 61
system 61
viewing configured numbers 64, 65
speed dials
problems with 98
status lights
3101 Basic Telephone 20
support brackets
3101 and 3101SP, attaching 93
3105, attaching 93
system speed dials 61
T
telephone support brackets
3101 and 3101SP 93
3105 93
telephones
cleaning 97
connecting 92
logging in 28
mounting 3101 and 3101SP 93
mounting 3105 93
moving and swapping 96
passwords 28
time zone
setting through the VCX User Interface 86
transferring a call 37
attended 37
serial 38
unattended 37
troubleshooting
list of possible problems 97
U
user directory
through the VCX User Interface 85
user directory (global)
viewing 53
user directory (local)
viewing 53
V
VCX 3101 Basic Telephones
see 3101 Basic Telephone
VCX 3105 Attendant Console
see 3105 Attendant Console
VCX User Interface
accessing 84
logging out 90
set up selective ringing 86
setting ring patterns 85
setting the time zone 86
viewing call history 85
viewing phone registrations 86
viewing the user directory 85
voice mail
problems with 97
volume
controlling 35
W
Wait for NCP message 98
Z
zone paging 68
101
102
INDEX
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