VCX Manager`s Telephone Guide

VCX Manager`s Telephone Guide
VCX Manager’s Telephone
Guide
™
VCX™ Connect IP Telephony Solution
System Release 9.0
Part Number 900-0509-01 Rev AB
Published June 2009
http://www.3com.com/
3Com Corporation
350 Campus Drive
Marlborough, MA
01752-3064
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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
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Unless otherwise indicated, 3Com registered trademarks are registered in the United States and may or
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3Com and the 3Com logo are registered trademarks of 3Com Corporation. VCX is a trademark of 3Com
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Other brand and product names may be registered trademarks or trademarks of their respective holders.
GUIDE
Conventions 8
Figures 8
Related Documentation
Comments 9
ABOUT THIS
1
9
GETTING STARTED
VCX Telephone Overview 12
Initial Voice Mailbox Setup 13
Configuration Options 14
Additional Information Sources 14
2
VCX MANAGER’S TELEPHONE — MODEL 3103
Telephone Buttons and Controls
Access Buttons 19
Status Lights for Access Buttons
Feature Options 20
Display Panel Contrast 23
3
16
20
3105 ATTENDANT CONSOLE
3105 Attendant Console 26
Access Buttons 26
Feature Buttons 26
Printing Labels 28
Attendant Console Status Lights
4
BASIC TELEPHONE OPERATION
Logging In to Your Telephone 32
Changing Your Password 33
Answering a Call 34
Answering a Second Call 34
Making Calls 34
Making Internal Calls 34
29
4
CHAPTER :
Redialing a Call 35
Making External Calls 35
Making a Call to a Remote Office 35
Using Unique Extensions 35
Class of Service Override 36
Terminating Calls 37
Using the Telephone Display Panel 37
Controlling the Volume 39
Using the Hands Free Feature 40
Putting a Call on Hold 40
Music on Hold 40
Dialing a New Call While on a Call 40
Answering a New Call While on a Call 41
Transferring a Call 41
Unattended Transfer 41
Attended Transfer 41
Serial Transfer 42
Mapped Button Method 42
Serial Transfer Feature Code Method 43
Muting Calls 43
Mute Ringer 43
Activating Do Not Disturb 44
Activating Malicious Call Trace 45
5
FEATURE CODES
Feature Code Overview 48
Using Feature Codes 48
Feature Codes 49
6
STANDARD FEATURES
Viewing the Call Logs 57
Viewing the User Directory 58
Controlling Caller ID 59
Setting up a Conference Call 60
Setting up an Unannounced Conference 60
Setting up an Announced Conference 60
Adding a Recipient to an Existing Conference 61
5
Creating a Cascaded Conference 61
Dropping Conference Recipients 61
Camping on a Busy Extension 62
Transferring Your Telephone Settings to Another Phone
Forwarding Calls to Voice Mail 64
Transferring a Call to Another User’s Voice Mail 65
Call Waiting 66
Speed Dialing 66
Configuring Personal Speed Dial Numbers 67
Editing Personal Speed Dial Numbers 68
Dialing Personal Speed Dial Numbers 68
Dialing System Speed Dial Numbers 69
Call Forwarding 70
Call Forward Ring No Answer 71
Call Forward Busy Line 71
Call Forward Universal 71
Call Park 72
Customer Accounting and Billing Code 73
Forced Account Code 73
Paging 74
Paging a Group 74
Call Pickup 75
Directed Call Pickup 75
Group Call Pickup 76
Call Pickup Interaction With Other Features 76
Silent Monitor and Barge In 76
Monitoring a Call 78
Barging In 79
Blocking Call Monitoring 79
Remote Call Forward 80
Hunt Groups 81
Hunt Group Types 83
Logging In to a Hunt Group 85
Hunt Group Interaction With Other Features 85
Viewing Hunt Group Membership and Status 87
ACD Groups 88
ACD Group Types
89
Logging In to an ACD Group 93
63
6
CHAPTER :
ACD Group Interaction with Other Features 94
Viewing ACD Group Membership and Status 95
Emergency Telephone Number Dialing Service 95
7
USING THE VCX USER INTERFACE
Accessing the VCX User Interface 98
VCX User Interface Overview 98
Enabling Call Forwarding 103
Configuring a Call Coverage Point 104
Assigning Access Button Functions Using the VCX User Interface 105
Enabling Bridged Extensions 106
Bridged Line Interaction with Other Features 108
Do Not Disturb and Bridged Line Calls 109
Hands Free and Bridged Line Calls 110
Call Forward, Forward to Voice Mail, and Bridged Line Calls 111
Call Transfer, Call Conferencing, and Bridged Line Calls 111
Call Park and Bridged Line Calls 112
Call Pickup and Bridged Line Calls 112
Attendant Console and Bridged Line Calls 113
Hunt Groups and Bridged Line Calls 113
ACD Groups and Bridged Line Calls 113
Message Waiting Indication and Bridged Line Calls 113
Personal Speed Dial Access Buttons 113
Logging Out 114
A
TELEPHONE INSTALLATION AND MAINTENANCE
Connecting the Telephone 116
Attaching and Adjusting the Articulating Support Bracket
Opening the 3105 Attendant Console Label Cover 121
Moving Your Telephone 121
Swapping Telephones 121
Cleaning Your Telephone 122
Troubleshooting Problems 122
INDEX
118
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 3103 Manager’s 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 configure IP address 192.168.1.116 and subnet mask
255.255.0.0 for network interface eth0, use the following
command:
ifconfig eth0 192.168.1.116 netmask 255.255.0.0.
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 Business Telephone Guide
System Release 9.0
6W100-20090914
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
14
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
15
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.
16
CHAPTER 1: GETTING STARTED
Configuration
Options
Simple VCX telephone operations (for example, making a call,
transferring a call, and putting a call on hold) require no configuration.
These operations are described in Chapter 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 User
Interface.
You may also want to refer to the following documents in the VCX
documentation set for additional information:
■
VCX Business Telephone Quick Reference Guide — Provides a
single-sheet reference that describes commonly used Model 3102
telephone features.
■
IP Messaging Module User Guide - 3Com Native Interface or the IP
Messaging Module User Guide - Traditional Interface — Provides
information about the voicemail system and features available on your
phone. The Guide you should reference depends on the Telephone
User Interface (TUI) enabled on your phone. Ask your administrator for
details.
2
VCX MANAGER’S TELEPHONE —
MODEL 3103
This chapter describes the buttons, controls, and features on the 3Com®
VCX™ Model 3103 Manager’s Telephone.
This chapter includes the following topics:
■
Telephone Buttons and Controls
■
Access Buttons
■
Status Lights for Access Buttons
■
Feature Options
16
CHAPTER 2: VCX MANAGER’S TELEPHONE — MODEL 3103
Telephone Buttons
and Controls
Figure 1 shows the buttons and controls on the VCX Model 3103
Manager’s Telephone.
Figure 1 VCX Model 3103 Manager’s Telephone
-ESSAGES
$IRECTORY
#ALL,OGS
&EATURES
1 Message Waiting Indicator (MWI) — When lit, indicates that you have
at least one unreviewed message (voice, e-mail, or fax) in your mailbox.
This indicator also flashes when your telephone rings.
2 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. You can also use the display panel
to access the following options:
■
Messages — Allows you to access messages stored in your mailbox.
■
Directory — Displays a directory of the people in your organization.
You can search the directory, select a user, and make a call.
■
Call Logs — Displays a list of received, missed, and placed calls. You
can select and return a call, or clear a call from the log.
■
Features — Provides access to features such as call forwarding, call
park, password change, and hunt group login. See Feature Options
for more information.
You can manage items in the Display Panel with the buttons to the right
(see 3), the left (see 21), and below (see 19) the panel.
Telephone Buttons and Controls
17
3 Top Right Button — When the handset is off hook, this button invokes
the action list for a corresponding call. When a phone call is associated
with the button, the button opens or closes a call action list. Scroll
through the list and select an action by pressing the corresponding right
button or press the Select button (see 6).
When the handset is on hook, this button displays the Personal Speed
Dial Index.
Middle Right Button — When the handset is off hook, this button
invokes the action list for a corresponding call. When a phone call is
associated with the button, the button opens or closes a call action list.
Scroll through the list and select an action by pressing the corresponding
right button or press the Select button (see 6).
When the handset is on hook, this button displays the Systm Speed Dial
Index.
Bottom Right Button — Displays a list of Advanced Settings that
provides users access to configure the phone to the call processor server.
Settings include:
If the administrator locks the Advanced Settings, the user will not be able
to access these settings.
■
Set Primary PBX IP — sets the primary IP address of the call
processor server
■
Set Secondary PBX IP — sets the secondary IP address of the call
processor server
■
Set Dialing Domain — sets the dialing domain for your phone. The
default dialing domain is 000.000.000.000.
■
Set My Phone Number — set the phone number for the phone
■
Set My Password — sets the user password
■
Change Login Status — sets the login status associated with the
system.
■
Set External IP — This feature is not supported.
■
View Debug Events — used by network administrators
4 Access Buttons — Your administrator assigns default functions for these
buttons and may allow you to reprogram a button’s function (for
example, create more personal speed dial buttons). See Access Buttons
and Status Lights for Access Buttons.
18
CHAPTER 2: VCX MANAGER’S TELEPHONE — MODEL 3103
5 Label Area — Provides space for inserting a label that describes the
function of each Access button. See Printing Labels.
6 Select Button — Selects the highlighted item in a list on the Display
Panel.
7 Scroll Buttons (Up, Down, Left, Right) — Moves items up and down
in the Display Panel if there are more than three calls or list items to be
displayed. Arrows in the display show if there are more calls or items
above or below those displayed.
The left and right buttons move you to the top or bottom of a list or
move the cursor left or right when you enter data.
8 Release Button — Hangs up the current active call.
9 New Call Button — Initiates a new telephone call.
10 Hold Button — Places a caller on hold. See Putting a Call on Hold.
11 Transfer Button — Sends the currently active call to another telephone.
See Transferring a Call.
12 Conference Button — Establishes a single call with up to three
additional internal parties, external parties, or both. See Setting up a
Conference Call.
13 Redial Button — Redials the last telephone number or extension that
you called. See Redialing a Call.
14 Speaker Button — Enables you to use the speaker phone feature. Press
the Speaker button before you dial the call, when your telephone is
ringing, or while a call is in progress. To turn the speaker phone off and
continue the conversation, pick up the handset.
15 Telephone Key Pad — Enables you to dial calls, enter Feature Codes, or
enter other passwords and numbers required for features.
16 Volume Down — Lowers the volume of the ringer, the speaker, the
handset, or the headset. See Controlling the Volume.
17 Mute Button — Enables you to prevent callers from hearing what you
are saying during a telephone call, although you can still hear them. See
Muting Calls.
18 Volume Up — Raises the volume of the ringer, the speaker, the handset,
or the headset. See Controlling the Volume.
19 Bottom Soft Buttons — There are four soft buttons that activates the
tabbed command displayed above a corresponding button. The
Access Buttons
19
commands change according to context. Possible options include access
to messages, directories, call logs, and feature dialogs.
20 Handset
21 Left Line Buttons — There are three line buttons that control the call
displayed beside the corresponding button. Up to three calls can be
displayed at one time. Press a left line button to answer an incoming call,
rejoin a call on hold, and select it for other action. If there is no call
associated with a line button, press it to start a new call.
Access Buttons
Figure 2 shows the 8 Access buttons on the VCX Model 3103 Manager’s
Telephone.
The buttons are assigned default functions (described in the following
list) by 3Com. Your administrator can change these defaults and may
allow you to reprogram some or all of the button functions. Ask you
administrator for more information.
You can view button assignments through the Telephone User Interface
(see Feature Options) or change button assignments through the VCX
User Interface (see Assigning Access Button Functions Using the VCX
User Interface).
Figure 2 VCX Model 3103 Access Buttons
!CCESS
BUTTONS
20
CHAPTER 2: VCX MANAGER’S TELEPHONE — MODEL 3103
Access buttons have these default settings:
1 Do Not Disturb — Enables the Do Not Disturb feature. See Activating
Do Not Disturb.
2 Call Forward — Allows you to forward calls to different destinations.
See Call Forwarding.
3 Call Park — Allows you to place a call in a “holding pattern” and retrieve
it from any other telephone in the system. See Call Park.
4 Personal Speed Dial 1 — See Speed Dialing.
5 Personal Speed Dial 2
6 Personal Speed Dial 3
7 Personal Speed Dial 4
8 Personal Speed Dial 5
Status Lights for
Access Buttons
An Access button that is set up for incoming and outgoing calls indicates
the status, as shown in Table 3.
Table 3 Status Lights for Access Buttons
Feature Options
If the light is
The line is
Off
Available for use
Steady
In use
Your Manager’s phone provides a full range of features. You can access
some of these features (for example, call transfer) by pressing a dedicated
button. These features, and basic phone operations such as making and
answering calls, are described in Chapter 4, Basic Telephone Operation.
You can access some Manager’s phone features by pressing the Features
soft button, as shown in Figure 3. You can then enable a feature using
either of the following methods:
1 Press the Features soft button.
2 Enter the three-digit feature code on the keypad (see Feature Codes).
3 Enter any additional values following display panel prompts.
Feature Options
21
Or
1 Press the Features soft button.
2 Scroll to the feature by pressing the Scroll Down (
) button.
3 Press the Select soft button.
4 Enter any additional values following display panel prompts.
Figure 3 Features Soft Button
*AN0-
%XT
-ESSAGES
$IRECTORY
#ALL,OGS
&EATURES
&EATURESSOFTBUTTON
The following list describes the Manager’s phone features. See Chapter 6,
Standard Features for detailed information.
■
Anonymous All— Controls whether your Caller ID (your name and
extension) is shown on the Display Panel of the telephone receiving
your call. See Controlling Caller ID.
■
Anonymous Next — Restricts Called ID information from displaying
only on the next call that you make.
■
Call Forward All — Allows you to redirect incoming calls to another
destination unconditionally. See Call Forwarding.
■
Call Forward Busy — Allows you redirect incoming calls to another
destination when your phone is busy. See Call Forwarding.
22
CHAPTER 2: VCX MANAGER’S TELEPHONE — MODEL 3103
■
Call Forward No Answer — Allows you redirect incoming calls to
another destination when your phone rings but is not answered. See
Call Forwarding.
■
COS Override — Class of Service (COS) Override allows you to apply
the features of your own 3Com telephone temporarily to another
3Com telephone on the same local network.
■
Do Not Disturb (DND) — Forces incoming calls to go immediately to
the call coverage point set by you or your administrator. See Activating
Do Not Disturb.
■
Forward to Mail — Forwards incoming calls to your voice mail. See
Forwarding Calls to Voice Mail.
■
Handsfree (toggle) — When enabled, you can use your phone as an
intercom. You can answer internal (intercom) calls without picking up the
handset. When you receive an internal call, your telephone sounds a tone
and activates the speaker phone.
■
Hunt Group Login Enabled — When enabled by your administrator,
allows you to log in to, and out of, a Hunt Group. See Hunt Groups.
■
Last Number Redial — Redials the last telephone number or
extension that you called.
■
Pickup, Directed — Allows you to answer a call ringing on another
specific phone. See Directed Call Pickup.
■
Speed Dials: Personal — Allows you to create up to nine internal or
external personal speed dial numbers.
■
Speed Dials: System — Displays commonly used internal or external
speed dial numbers that the system administrator assigns.
■
Supervisory Monitoring — When enabled by your administrator,
this feature allows you to monitor another user’s phone calls. See
Silent Monitor and Barge In.
■
User Configurations — Except for adjusting the display panel
contrast, this feature is for system administrator use only.
■
Version — Displays the current phone software version.
Display Panel Contrast
Display Panel
Contrast
23
You can adjust the Display Panel contrast as one of the User
Configuration Features.
To adjust the contrast:
1 Press the Features soft button.
2 Scroll to User Configuration and press Select.
3 Scroll to Modify Display and press Select.
4 Press Select to choose Set Contrast.
5 Change contrast using the left and right scroll buttons.
6 Press Exit when you have finished.
Other User Configuration items should only be changed with the advice
of your administrator.
24
CHAPTER 2: VCX MANAGER’S TELEPHONE — MODEL 3103
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.”
28
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 Business 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
29
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.
30
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
31
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 6.
Table 6 Status Indicator Lights for System Appearance Buttons
If the light is
The line is
Off
Available for use
Steady
In use
Blinking
Do Not Disturb is enabled
Blinking quickly
Dialing an emergency call
32
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
■
Using the Hands Free Feature
■
Putting a Call on Hold
■
Transferring a Call
■
Muting Calls
■
Mute Ringer
■
Activating Do Not Disturb
■
Activating Malicious Call Trace
34
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 + 5.
For telephones without a Program button, press Feature + 410 + 5 + 5.
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:
Invalid password
Logged out from PBX
Logging In to Your Telephone
35
In this case, use the following steps to log in to your telephone:
1 Press Program + 5 + 3.
For telephones without a Program button, press Feature + 410 + 5 +3.
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 + 4.
For telephones without a Program button, press Feature 410 + 5 + 4.
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.
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CHAPTER 4: BASIC TELEPHONE OPERATION
Answering a Call
To answer an incoming call, lift the handset.
Alternatively, you can press the Speaker button. If you have enabled
Handsfree Active on Intercom, you can simply speak to answer internal
calls.
If your 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 Manager Telephones, when a new call arrives while you are on
a call:
1 Press Hold 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 3Com Manager Telephones, you can press the
Speaker 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.
Making Calls
37
3 When you complete the call, hang up the handset. If you pressed the
Speaker button, press it again to end the call.
Redialing a Call
Making External Calls
To redial a number on a 3Com Manager Telephone:
■
Pick up the handset and press Redial to dial the most recent number
that you called.
■
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. Alternatively, on 3Com Manager Telephones, you
can press the Speaker button. You hear the dial tone. If necessary, dial
the number required to access an external line (for example, 9). If one of
the Access buttons is configured to access an external line directly, you
can press that button.
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
Speaker 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.
38
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 COS number.
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
39
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 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.
40
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 2 New. 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 name of the calling party. Press the first button again to
automatically dial the listed extension.
You can also use the Display Panel to view or enable 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 Logs.
■
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).
■
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).
Controlling the Volume
■
41
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(3101SP Only) — To raise or lower the volume of
the speaker, press the Speaker button and then press the up or down
Volume Control button repeatedly until the volume is at the level you
prefer. You can change the volume during a conversation or by
pressing Speaker and listening to the dial tone.
When you press a Volume Control button, the Display Panel shows the
volume setting as a series of dark vertical bars. Repeatedly pressing a
Volume Control button raises the volume (increases the number of
displayed bars) or lowers the volume (decreases the number of displayed
bars.
You can also use Feature Codes to adjust the volume. Pressing
Feature + 102 raises the volume (increases the number of displayed bars
by one). Pressing Feature + 103 lowers the volume (decreases the
number of displayed bars by one).
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CHAPTER 4: BASIC TELEPHONE OPERATION
Using the Hands
Free Feature
You can use your telephone as an intercom. You can answer internal
(intercom) calls without picking up the handset. When you receive an
internal call, your telephone sounds a tone and activates the speaker
phone.
You cannot use this feature with external calls (a call from outside your
local call processor) or Anonymous (blocked caller ID) calls. These calls
ring to your telephone as usual.
If your telephone is part of a bridged extension, see Hands Free and
Bridged Line Calls for additional information.
Youcan enable or disable the Hands Free feature by using Feature Code
100. See Feature Codes.
Putting a Call
on Hold
To put a call on hold:
1 While you are on a call, press the Hold button. This message appears in
the Display Panel: Hold
2 To return to the call, press the Hold button again or 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:
1 Press the Hold button.
2 Press one of the Access buttons not currently being used.
Transferring a Call
43
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).
3 To toggle between the two calls, put the current call on hold and then
press the Access button for the call you want to resume.
Transferring a Call
When you are on a call, the Transfer feature allows you to send the call
from your telephone to any other internal line. For unattended or
attended transfers, if your call permissions allow, you can send the call to
an external line.
If your telephone is part of a bridged extension, see Call Transfer, Call
Conferencing, and Bridged Line Calls for additional information.
You can also transfer a call to another subscriber’s voice mail. See
Transferring a Call to Another User’s Voice Mail.
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 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.
44
CHAPTER 4: BASIC TELEPHONE OPERATION
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, and
press"#".
The VCX call processor dials the call.
3 If the recipient:
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 the mapped Release
button 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.
Muting Calls
45
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:
Muting Calls
■
Apply to a single transfer. Repeat for subsequent transfers even for the
same caller.
■
Can be mapped to a button on an Attendant Console.
■
That cannot be completed return directly to the attendant.
■
If the calling party reaches the called party’s voice mailbox, the calling
party can press 99 to return to the attendant.
You can prevent callers from hearing you by turning off the telephone’s
microphone when you are using the handset or headset, or when your
telephone is in speaker phone mode.
To mute your telephone:
1 While you are on a call, press Mute. The light next to the Mute button
comes on. Callers cannot hear you.
2 To turn this feature off, press Mute.
Mute Ringer
You can prevent the 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.
46
CHAPTER 4: BASIC TELEPHONE OPERATION
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, press the Release button. 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, press the Release button.
Activating Do Not
Disturb
When you enable Do Not Disturb, incoming calls immediately go to the
call coverage point set by you or your administrator. The default call
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.
If your telephone is part of a bridged extension, see Do Not Disturb and
Bridged Line Calls for additional information.
Activating Malicious Call Trace
47
To activate Do Not Disturb:
1 Press the Do Not Disturb Access button on the telephone. The red light
is lit next to the Do Not Disturb button.
Your telephone is now in Do Not Disturb mode. The display panel shows
Do Not Disturb.
2 To disable Do Not Disturb mode, repeat step 1. The DND message
disappears from the display panel and the red light goes out.
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.
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.
48
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
50
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
51
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 7 lists the features that you can control with feature codes. Features
are listed alphabetically and include the required feature code syntax and,
in most cases, a reference for more information. In the syntax, the
52
CHAPTER 5: FEATURE CODES
notation <parameter> represents a variable that you must supply, for
example, a telephone extension.
Table 7 VCX Feature Codes Alphabetical by Feature or Task
Feature
Feature Code Entry
Description
Anonymous Now
(Enable/Disable)
Feature + 889
See Controlling Caller ID.
Or
*889
Anonymous Next
(Enable/Disable)
Feature + 890, then <destination>
See Controlling Caller ID.
Or
*890*<destination>
Barge In
Feature + 428
Used with Silent Monitor. See Silent
Monitor and Barge In.
Beep — Send
Feature + 331
Sends a page (a beep) between phones.
The sending 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 Logs.
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
53
Table 7 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
Customer Accounting and
Billing Code
Feature + 777, then <your customer
accounting and billing code>+ #, then
<outside party number>
See Customer Accounting and
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.
Billing Code
Or
*446
Forced Account Code
Feature + 888, then <your forced
account code>+ #, then <outside party
number>
See Forced Account Code
Hands Free
Feature + 100
Enables or disable the Hands-Free
feature. See Using the Hands Free
Feature.
Hold
Feature + 402
See Putting a Call on Hold.
Hunt/ACD Group or Calling
Group Login/Logout
Feature + 971, then <hunt/ACD group
number>
See Hunt Groups and ACD Groups.
Or
*971*<hunt/ACD group number>
ACD Group Status
Feature + 973
See ACD Groups
Override Wrap Up
Feature + 974
See ACD Groups
Extend Wrap Up
Feature + 975
See ACD Groups
Hunt Group Status
Feature + 972
See Hunt Groups.
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.
54
CHAPTER 5: FEATURE CODES
Table 7 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
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.
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.
Feature Codes
55
Table 7 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
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.
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
Transfer, then*441*<destination>, then
Transfer
See Transferring a Call to Another
User’s Voice Mail.
56
CHAPTER 5: FEATURE CODES
Table 7 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
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
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 Logs
■
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
■
Customer Accounting and Billing Code
■
Forced Account Code
■
Paging
■
Call Pickup
■
Silent Monitor and Barge In
■
Remote Call Forward
58
CHAPTER 6: STANDARD FEATURES
■
Hunt Groups
■
Automatic Call Distribution Groups
■
Emergency Telephone Number Dialing Service
Viewing the Call Logs
Viewing the Call
Logs
59
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 300 calls made to
or from your extension and the times of those calls.
To access and use the Call History:
1 Press the Call History button. Optionally, you can press Feature + 462.
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 most recent call appears first and the oldest call appears last. You can
change the order of the call logs so that the oldest 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:
■
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.
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CHAPTER 6: STANDARD FEATURES
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 Business Telephone, press the Directory button.
■
Press Feature + 460 and select User Directory from the Main menu.
The Display Panel lists two options for the User Directory:
■
Press 1 to display the Local Directory.
■
Press 2 to display the Global Directory. If the Global Directory in not
enabled on your system, the Display Panel shows No listing found.
The Display Panel shows the first user in the directory. Use the Scroll
buttons to locate a particular user. The three Soft buttons below the
Display Panel have the following functions when viewing the User
Directory:
■
Use the Slct button to select a user and dial that user’s extension.
■
Use the Back button to display sort order options.
■
■
Press the Slct button to sort by first name.
■
Press the Back button to sort by last name.
■
Press the Exit button to sort by extension.
Use the Exit button to return to the default Display Panel.
Controlling Caller ID
Controlling Caller
ID
61
This section describes how to enable and use Caller ID privacy features.
By default, the VCX system shows your Caller ID (your name and
extension) on the Display Panel of the telephone receiving your call if that
telephone supports Caller ID. You can control whether the VCX system
sends your Caller ID when you make a call. You can choose one of the
following settings:
■
■
Select one of the following settings for all your calls:
■
Send Caller ID information (Anonymous Now is disabled).
■
Block Caller ID information (Anonymous Now is enabled).
Block Caller ID information for your next call. This setting only applies
when the setting for all calls is set to Send Caller ID information. You
must enter the destination number to call.You can control these
settings by entering the appropriate feature code.
Anonymous Now— When enabled, the system blocks your Caller ID to
all dialed numbers and Anonymous displays on the destination phone.
Anonymous Next — When enabled, the system restricts Called ID
information from displaying only on the next call that you make. This
setting only applies when Anonymous Now is disabled, or the setting for
all calls is set to Send Caller ID information.
If you disable Caller ID, the system sends your Caller ID to all dialed
numbers.
To toggle the current default setting, press Feature + 889. If Caller ID is
enabled, entering this command disables it for all subsequent calls. If
Caller ID is disabled, entering this command enables it for all subsequent
calls.
If transmission of Caller ID information is enabled and you want to block
your Caller ID for the next call only:
1 Pick up the handset.
2 Press Feature + 890.
3 Dial the number. Your ID is not delivered to the caller.
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CHAPTER 6: STANDARD FEATURES
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.
If your telephone is part of a bridged extension, see Call Transfer, Call
Conferencing, and Bridged Line Calls for additional information.
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 Conference or Feature + 430. The system places
your caller on hold.
2 Dial the number of the person you want to conference in.
3 Press Conference or Feature + 430 again. The three-way conference
begins when the recipient answers the call.
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 Conference or Feature + 430. The system places
your caller on hold.
2 Dial the extension of the person you want to conference in, then press
the OK Access button (or press Feature + 120).
3 When the called party answers, announce the conference.
■
If the recipient wants to take the call, press Conference or
Feature + 430. Now three people are on the same call.
Setting up a Conference Call
■
63
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
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.
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CHAPTER 6: STANDARD FEATURES
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 make 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
■
Without dialing an extension, for example, if you already know that
an extension is currently busy.
Transferring Your Telephone Settings to Another Phone
65
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 + 5.
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.
2 From the telephone that you want to use as yours, enter your telephone
number and password:
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CHAPTER 6: STANDARD FEATURES
a Press Program + 5 + 3,enter your telephone number, and then press
#.
b Press Program + 5 + 4, enter your password, and then press #.
3 When you are finished using the other phone, log out of the telephone
by pressing Program + 5 + 5.
4 Log back into your own telephone by pressing Program + 5 +5.
Forwarding Calls to
Voice Mail
You can forward incoming calls to your voice mailbox by using the Fwd
Mail button. Alternatively, you forward calls to your mailbox by using a
feature code.
When you forward incoming calls to your voice mailbox:
■
An incoming call rings once on your 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 a Business Telephone:
■
Press Fwd Mail. The red light next to the button comes on. All future
calls are sent to your voice mailbox.
■
If forward to voice mail is not enabled, you can send a call that is
ringing (and all subsequent calls) to your voice mailbox by pressing
Fwd Mail.
■
To disable this feature, press Fwd Mail again. The light goes out and
calls ring normally.
To forward incoming calls to your voice mailbox for any VCX telephone:
■
Press Feature + 440. All future calls transfer automatically to your
voice mailbox.
Transferring a Call to Another User’s Voice Mail
Transferring a Call
to Another User’s
Voice Mail
67
■
If you have not enabled this feature code, you can send a call that is
ringing (and all subsequent calls) to your voice mailbox by pressing
Feature + 440.
■
To disable this feature, press Feature + 440. All calls ring normally.
You can transfer a connected call directly to another subscriber’s voice
mail rather than that subscriber’s 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.
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CHAPTER 6: STANDARD FEATURES
Extension 1001 now hears the voice mailbox greeting for extension 1002
but extension 1002 does ring.
Call Waiting
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:
■
One-Touch Speed Dials — With this type of speed dialing, a
telephone number (internal or external) is mapped to a dedicated
Access button on your phone. Pressing the button dials the call.
■
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
Speed Dialing
69
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.
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:
1:
If the speed dial is already configured, the Display Panels show the
configured number, for example:
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.
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CHAPTER 6: STANDARD FEATURES
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.
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:
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.
Speed Dialing
71
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.
To dial a configured speed dial number on any VCX phone:
1 Pick up the handset. Or press the Speaker button.
2 Press Feature.
3 Enter the feature code associated with the number you want to dial.
For example, if the number you want to speed dial is mapped to Speed dial
2, enter the following through the Telephone User Interface:
Feature + 601 + 2
Alternatively, you can skip pressing the Feature button and enter:
*601*2
Note that, with this syntax, you cannot enter *602.
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:
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
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CHAPTER 6: STANDARD FEATURES
Chapter 7 for information) or you can view and dial numbers from it
using the telephone display panel.
To use a system speed dial number:
1 Pick up the handset or press the Speaker button.
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.
Call Forwarding
■
73
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
Call Forward All (feature code 465) and entering the number to
which you want the calls forwarded.
If your telephone is part of a bridged extension, see Call Forward,
Forward to Voice Mail, and Bridged Line Calls for additional information.
You can also use the VCX User Interface to configure Call Forward, Fall
Back to Coverage. When you enable this feature, a forwarded call that is
not answered at 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.
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CHAPTER 6: STANDARD FEATURES
Call Park
Use the Call Park feature to place a call in a holding pattern and make it
available for you or for another user to pick up from any telephone on
the system by dialing the Call Park extension.
The Call Park feature is useful when the recipient is elsewhere in the
building or you want to continue a call on another telephone and
transferring the call does not give you enough time to retrieve it.
When you park a call, you assign it a Call Park extension, which you (or
another user) use to retrieve it. The default Call Park extension numbers
are 800 through 899 inclusive. Ask your administrator to verify the Call
Park extensions for your location. If the specified Call Park extension is in
use or if no extension is specified, VCX selects the next available Call Park
extension.
A call remains parked for 5 minutes. This default value can be adjusted by
your administrator. If the call is not answered 5 minutes after it is parked,
the user who parked the call is called back. If the user is not available, the
parked call is forwarded to the user’s call coverage point.
If your telephone is part of a bridged extension, see Call Park and Bridged
Line Calls for additional information.
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.
Customer Accounting and Billing Code
75
b Dial the Call Park extension that was assigned to the call.
The system connects you to the parked call.
Customer
Accounting and
Billing Code
Use the customer accounting and billing code feature to associate the
call with a client or billing code. The customer accounting and billing
code will record in CDR. You can generate billing reports based on
customer accounting and billing code or customer accounting and
billing name.
To place a call with customer accounting and billing code entering a
feature code:
■
Pick up the handset.
■
Press Feature + 777.
The Display Panel prompts you to enter your customer accounting and
billing code.
■
Enter the your customer accounting and billing code.
The Display Panel prompts you to enter the extension.
■
Forced Account
Code
Enter the extension number.
Use the forced account code feature to place a call that is not
permitted by a communal phone. The forced account code will record
in CDR. You can generate billing reports based on forced account
code or forced account name.
For strict outgoing call control, administrator may set phone's COS to
internal. In this situation, you can't dial any extension out of the
system. If you want to do this, you must place the call using a forced
account code with high privilege.
To place a call with forced account code entering a feature code:
■
Pick up the handset.
■
Press Feature + 888.
The Display Panel prompts you to enter your forced account code.
■
Enter the your forced account code.
The Display Panel prompts you to enter the extension.
■
Enter the extension number.
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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 (see Enabling Bridged Extensions for
information about bridging).
If you are sending or receiving a page, you can drop the page by using
the speaker button to disconnect the page, by picking up and replacing
the receiver, or by pressing the Release button.
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
77
Use the Call Pickup feature to answer a call that is ringing on another
telephone.
There are two types of call pickup:
■
Directed Call Pickup — Allows you to answer a call ringing on the
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.
If your telephone is part of a bridged extension, see Call Pickup and
Bridged Line Calls for additional information.
Directed Call Pickup
To answer a call that is ringing on a specific user’s telephone:
1 Pick up your handset.
2 Press Feature + 455.
The Display Panel prompts you to enter your group security code.
3 Enter the your group security code.
The Display Panel prompts you to enter the extension of the ringing
phone.
4 Enter the extension number.
Alternatively for steps 2, 3, and 4, you can enter feature code (455),
group security code, and the extension of the ringing telephone in the
following format:
*455*<group code>*<extension>
The call is directed to your telephone.
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CHAPTER 6: STANDARD FEATURES
Using One-Touch Pickup:
1 Pick up the handset.
2 Press the Access button that you have assigned to Directed Pickup.
3 Dial the extension number of the ringing telephone.
Group Call Pickup
To answer a call that is ringing on a group member’s telephone:
1 Pick up your handset.
2 Dial the Group Call Pickup extension.
The call is directed to your telephone.
Call Pickup
Interaction With
Other Features
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
Silent Monitor and Barge In
79
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. If a supervisor attempts to monitor an extension without
permission, the supervisor hears an error tone and the LCD shows
Unauthorized. The supervisor and the monitored agent can be located at
different sites.
If a supervisor attempts to monitor an agent’s extension, the supervisor
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.
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CHAPTER 6: STANDARD FEATURES
Monitoring a Call
■
Supervisors cannot monitor conference calls.
■
The agent, the customer, and the supervisor can place a monitored
call on hold. The results depend on who places the call on hold and
whether or not Music On Hold (MOH) is enabled.
■
If the VCX call processor fails during an established silent monitoring
or barge in session, the audio is not affected. However, none of the
parties in the call can invoke mid-call features.
■
The supervisor can monitor a Hunt Group call by selecting the
member's extension, not the Hunt Group's extension.
■
Bridge line connected calls can be monitored by selecting the
extension of the connected party (primary or secondary, depending on
who is connected).
Silent Monitor allows a supervisor to listen to calls that come in to an
agent’s extension. The supervisor must be granted explicit permission by
the VCX administrator to monitor one or more extensions. If you have
been granted monitoring privileges, your administrator will give you a list
of the extensions you can monitor.
To monitor a call on an agent’s extension by entering a feature code:
1 Pick up the handset.
2 Press Feature + 425.
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.
Silent Monitor and Barge In
Barging In
81
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.
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:
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CHAPTER 6: STANDARD FEATURES
Enter the phone number:
Press # to complete!
3 Enter the extension of the private call and press #.
Alternatively you can combine steps 2 and 3 by using the following single
command after picking up the handset:
*429*<extension>
For <extension>, you can either enter the private 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 #.
Hunt Groups
83
Alternatively, you can combine steps 2, 3, and 4 by entering the following
command:
*468*<source extension>*<destination extension>
Remote call forwarding can be disabled 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.
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CHAPTER 6: STANDARD FEATURES
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
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 Groups
Hunt Group Types
85
The type of hunt group to which you belong determines how incoming
calls are allocated to group members. Your administrator can configure a
linear hunt group, a circular hunt group, and a calling group.
To illustrate the differences between hunt group types, assume the
administrator has configured four members for each type: A, B, C, and D.
Note that a member must be logged in to both the VCX system and the
hunt group to receive a call.
■
Linear Hunt Group — An incoming call always rings at the first
member 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:
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CHAPTER 6: STANDARD FEATURES
■
Device Timeout — Specifies how long the VCX call processor rings at
one extension before moving to the next extension if there is no
answer.
■
Total Timeout — Specifies how long the VCX call processor attempts
to make a connection within the hunt group before directing the call
to the hunt group’s default call coverage point. The administrator can
configure the call coverage point to be:
■
A voice mailbox
■
Another hunt group
■
An individual extension
■
An Auto Attendant number
■
An external telephone number
Ask your administrator for information on timeout values and your hunt
group’s default call coverage point.
Table 8 summarizes how the three hunt group types route incoming calls.
Table 8 Hunt Group Behavior
Condition
Linear Hunt Group
Result
Circular Hunt Group
Result
Calling Group
Result
No members
Go to call coverage.
Go to call coverage.
Go to call coverage.
All members logged out
Go to call coverage.
Wait for a member to log
in or until total timeout
reached.
Wait for a member to log
in or until total timeout
reached.
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)
Hunt Groups
87
calls go to the call coverage point. However, Hunt Group calls always ring
on a member’s phone, regardless of the Do Not Disturb setting.
If your telephone is part of a bridged extension, see Hunt Groups and
Bridged Line Calls for additional information.
Logging In to a Hunt
Group
When your administrator gives you your hunt group membership
information, you can log in to your hunt group (or groups if you have
been assigned membership in multiple groups). You must be logged in to
a hunt group to receive calls for that group.
You must be logged in to your VCX system account before you can log in
to a hunt group. If you are not logged in to the VCX system, which
requires password authentication, you cannot log in to a hunt group. See
the overview section for your 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
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CHAPTER 6: STANDARD FEATURES
groups that they belong to. All directly-dialed internal calls can still be
accepted by that member.
■
With a hunt group, the VCX User Interface Selective Ringing feature
allows you to change the default ring tone to one of 27 ring tones,
delay the ring for a specified number of seconds, or silence the ringer
and only allow the telephone to flash.
■
A hunt group call can be added to a conference. The member
receiving the call can conference with another extension or with
another hunt group. Both announced and unannounced conferences
are supported (see Setting up a Conference Call).
■
A hunt group call can be put on hold and taken off hold without
losing the caller.
■
■
If a hunt group member puts a call on hold, that member can
receive other calls.
A hunt group caller on hold will hear hunt group Music On Hold.
■
A hunt group call can be parked and then picked up by any user on
the same site.
■
If the VCX 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.
Hunt Groups
■
Viewing Hunt Group
Membership and
Status
89
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.
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.
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CHAPTER 6: STANDARD FEATURES
ACD Groups
Your administrator can establish formal and informal call centers so that
incoming calls can be directed to several telephones that have been
associated into Automatic Call Distribution Groups(ACD) 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).
■
An ACD group that follows the call coverage path assigned by an
administrator for that group.
An ACD 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 ACD group member. If that
member’s telephone is in use, or if that member does not answer the call,
the system logical searches by built algorithms for another member of the
group until the call is answered or is forwarded to the group call coverage
point. For example, if there are no available members of the ACD group,
the call might be forwarded to a group mailbox or to the receptionist. In
addition, ACD group members can be in a distributed environment across
multiple sites in the Enterprise.
An administrator can configure an ACD group in which all members are
fax machines. Incoming faxes are routed to an available fax machine.
Depending on the type of ACD 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 route for an available ACD group member is
determined by a configured call ring pattern for that group. Pattern types
include linear, circular, and calling groups, Most Idle Agent(MIA) group,
Least Call Count(LCC) groups. These patterns are described in ACD
Group Types.
ACD Groups
91
If you dial an ACD group number using SA1, and then press the SA1
button while the call is ringing the ACD group number, the ACD group
call does not disconnect. To disconnect a call while dialing an ACD group,
press the hookswitch or hang up the phone.
If you are a member of an ACD group, your administrator should provide
the following information:
The type of ACD group to which you belong. The ACD group type
determines the ringing pattern followed by incoming calls. See ACD
Group Types.
Your ACD group number. You need this number to log in to the ACD
group. You must be logged in to receive calls directed to the ACD group.
See Logging In to an ACD Group.
You can be a member of, and logged in to, multiple ACD groups, which
may be of different ACD group types.
As an ACD group member, you should also be aware of how ACD group
calls work with other VCX telephone features, such as call conferencing.
See ACD Group Interaction With Other Features.
ACD Group Types
The type of ACD group determines how incoming calls are allocated to
group members. You can configure a linear ACD group, a circular ACD
group, a calling group, a MIA group, a LCC group.
To illustrate the differences between ACD group types, assume you have
configured four members (A, B, C, and D) for each type. Note that a
member must be logged in to both the VCX system and the group to
receive a call.
■
Linear ACD Group — An incoming call always rings at the first
member phone of the group, then, if the call is not answered, at the
phone of the next member in the group list.
For example, if A, B, C, and D are all logged in, 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 logged in, the call is
routed to the call coverage point immediately. When the total timeout
value configured for the group is reached or the last ACD group
member fails to answer (whichever happens first), the call is routed to
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CHAPTER 6: STANDARD FEATURES
the call coverage point (see the discussion of timeout values and call
coverage points later in this section).
■
Circular ACD Group — An incoming call rings at the member phone
following the member to whom the last call was routed. If the call is
not answered, the call rings at the phone of the next member in the
group list.
For example, if A, B, C, and D are all logged in 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 ACD Group — An incoming call rings simultaneously 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).
The practical effects of this behavior are as follows:
■
■
■
■
■
A Calling Group call alerts an agent's telephone that is busy or on
another call once, then blinks on one of the System Appearance
lines.
Only one call is served out to the ACD queue. The other calls must
wait to be served or routed to call coverage until after the Total
Timeout value has been reached.
If all Calling Group members are logged out, the system forwards
the call to call coverage immediately.
You cannot configure the system to log out an agent that does not
answer automatically.
MIA ACD Group —The system can distribute calls to the group on
the basis of idle time; that is, the system directs the call to the agent
who has been idle for the longest amount of time, then to the agent
that has been idle the next, longest amount of time. If the second
agent does not answer the call, the system then treats the call as
linear.
For example: if ‘A’, ‘B’, ‘C’ are logged in to the ACD group, then call is
routed to the member who is the most idle since it’s last ACD call. Say
the idle timestamp of ‘A’, ‘B’, ‘C’ are t1, t2 and t3 respectively where
ACD Groups
93
t1 is greater than t2 and t2 is greater than t3 then the call is routed to
‘C’. If all members are busy or logged out than call will wait till the
total timeout or any member comes into the available state. Upon
total timeout call is routed to the specified call coverage. (see the
discussion of timeout values and call coverage points later in this
section).
■
LCC ACD Group —Least Call Count mode distributes calls to ACD
agents based on the number of calls that those agents have answered
in a defined period of time.
In other words, the agent with the least number of answered calls for
a given duration of time becomes the next available agent. For
example, two agents in a group each have been logged in to their
ACD group for ten minutes. Agent One, has answered five calls and
Agent Two has answered ten calls. In this case, the system assigns
Agent One to receive the next incoming call.
All types provide a timeout value that defines final call handling, such
as voice mail or Auto Attendant, if the timeout value is exceeded. (see
the discussion of timeout values and call coverage points later in this
section)
For each ACD group type, you configure 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 group before directing the call to the
group’s call coverage point. You can configure the call coverage point
to be:
■
A voice mailbox
■
Another group
■
An individual extension
■
An Auto Attendant number
■
An external phone number
Each ACD group has a default call coverage point. However, you can also
create a call coverage plan that specifies where unanswered calls should
be redirected based on a specific date, day of the week, or time. See ACD
Group and Attendant Call Coverage Options.
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CHAPTER 6: STANDARD FEATURES
Table 9 summarizes how the five group types route incoming calls.
Table 9 ACD Group and Calling Group Behavior
ACD Type
No
Members
Linear
Circular
Agent
Ranks
Members
busy
Immediately Wait for
go to Call
someone to
coverage
log in or if
timeout
reached
Agents list
starts with
the
predefined
list
Queues this Go to Call
call and wait Coverage
for
someone to
get free or if
timeout
reached
Go to Call
Coverage
Go to call
coverage
Wait for
someone to
log in or if
timeout
reached
Agents list
starts at
where it
stopped in
previous call
Wait for
Go to Call
someone to Coverage
get free or if
timeout
reached
Go to Call
Coverage
Most Idle
Go to call
Agent(MIA coverage
)
Wait for
somebody
logs in till
Time out
It maintains
a queue and
starts with
the most
idle agent
Queues this Go to Call
call and wait Coverage
for
somebody
to get free
till Time out
Go to Call
Coverage
Least Call
Go to call
Count(LCC) coverage
Wait for
somebody
logs in till
Time out
Agent with
the lowest
number of
absolute
calls
answered,
since the
beginning
of the oldest
active shift,
gets the
next call
Queues this
call and
waits for
somebody
to get free
till total
timeout
Go to Call
Coverage
Go to Call
Coverage
Calling
Group
Wait for
somebody
logs in till
Time out
All Agent
phones ring
regardless
of rank
Queues this Go to Call
call and wait Coverage
for
someone to
get free or if
timeout
reached
Go to Call
Coverage
Go to call
coverage
Members
logged out
Call
Override
Total
Timeout
Total
Timeout
CAUTION: ACD Group calls routed to a call coverage point always go to
the point configured for the ACD Group, not to the point configured for
(or by) the ACD Group member (that is, the member’s personal call
ACD Groups
95
coverage point). If the member has Do Not Disturb enabled, personal
(non-ACD Group) calls go to the call coverage point. However, ACD
Group calls always ring on a member’s phone, regardless of the Do Not
Disturb setting.
CAUTION: If your telephone is part of a bridged extension, see ACD
Groups and Bridged Line Calls for additional information.
Logging In to an ACD
Group
When your administrator gives you your ACD group membership
information, you can log in to your ACD group (or groups if you have
been assigned membership in multiple groups). You must be logged in to
an ACD group to receive calls for that group.
CAUTION: You must be logged in to your VCX system account before
you can log in to a ACD group. If you are not logged in to the VCX
system, which requires password authentication, you cannot log in to an
ACD group. Seen the overview section for your telephone in this guide.
You log in to a ACD group by entering feature code followed by ACD
group number. If you are already logged in, entering the same feature
code and ACD group number logs you out. You can also log in to and log
out of a ACD group through the VCX User Interface (see Viewing ACD
Group Membership and Status).
To log in to an ACD group using a feature code:
1 Press Feature + 971.
The Display Panel shows a prompt requesting an ACD group number.
2 Enter the ACD group number, then press #.
The Display Panel indicates that your ACD group login status has
changed.
Alternatively, you can combine steps 1 and 2 by entering the following
single command:
*971*<ACD group number>
You can display all the ACD groups you are currently logged in to by
pressing Feature + 973 (see Viewing ACD Group Membership and
Status).
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CHAPTER 6: STANDARD FEATURES
ACD Group
Interaction with
Other Features
This section describes how participation in an ACD group interacts with
other VCX telephone features. Note the following considerations:
An ACD group member that is logged into an ACD group then initiates a
malicious call trace on a call, is immediately logged off of all ACD groups
that they belong to. All directly-dialed internal calls can still be accepted
by that member.
■
With an ACD group, the VCX User Interface Selective Ringing feature
allows you to change the default ring tone to one of 27 ring tones,
delay the ring for a specified number of seconds, or silence the ringer
and only allow the telephone to flash.
■
An ACD group call can be added to a conference. The members
receiving the call can conference with another extension or with
another ACD group. Both announced and unannounced conferences
are supported (see Setting up a Conference Call).
■
An ACD group call can be put on hold and taken off hold without
losing the caller.
■
■
If an ACD group member puts a call on hold, that member can
receive other calls.
An ACD group caller on hold will hear ACD group Music on Hold.
An ACD 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 an
ACD group will not be picked up automatically.
■
An ACD group member’s personal telephone settings (for example,
Call Forward, Call Coverage point, and Do Not Disturb) are not
invoked on ACD Group calls.
■
An external call to a private user (someone not in the ACD group) can
be transferred to an ACD group.
■
Both attended and unattended call transfers are allowed for calls to an
ACD group or from an ACD group. After reaching an Auto Attendant,
a caller can enter an ACD group extension and be transferred to an
ACD Group.
■
Internal and external callers that are forwarded to voice mail can leave
a message and navigate through the voice mail options.
Emergency Telephone Number Dialing Service
■
Viewing ACD Group
Membership and
Status
97
If an ACD 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 required for the ACD group.
You can use the Telephone User Interface to view the ACD groups you
belong to and your current login status for each group.
To view ACD group information enters the following feature code:
Feature + 973
The Display Panel on the telephone displays the ACD groups you belong
to and your current status.
Use the up and down scroll buttons to navigate through the ACD group
list. The first line displays the name and number of the ACD 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 ACD
group display.
When you change your login status, the Display Panel shows ACD Group
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 ACD group list (same effect as pressing Feature + 973) to display the
ACD group list.
You can also use the VCX User Interface to view the ACD groups you
belong to and your current login status for each group.
CAUTION: If an ACD group member has a remote phone, that remote
telephone will not appear in the VCX User Interface ACD Group
Membership list, but it does appear in the administrator’s ACD 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
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CHAPTER 6: STANDARD FEATURES
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.
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
■
Enabling Bridged Extensions
■
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/3Com
VCX V7000 Networked Telephony Solution window, click User
Interface. The Login dialog box appears.
3 In the Username field, type your web login name.
4 In the Password field, type your web login password.
To clear the username and password fields, click Reset.
5 Click Submit.
The VCX User Interface displays the Welcome window.
VCX User Interface
Overview
The Welcome window illustrates the general structure of the VCX User
Interface.
The left column displays seven options:
■
Welcome
■
My Extensions
■
Calling Features
■
Call Coverage
■
Groups
VCX User Interface Overview
■
Log Out
■
IP Messaging
101
Each option (except Log Out and IP Messaging) 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
■
Home — Provides an initial welcoming page that can include your
user name,Provides an initial welcoming page that can include your
user name and the number of new mails in the current telephone
mailbox. Click the number link to view the IP Messaging page.
Figure 4 displays the Home page.
Figure 4 Home
■
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.
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CHAPTER 7: USING THE VCX USER INTERFACE
■
■
■
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
VCX network. Private calls are anonymous calls or calls with caller
ID blocked.
Bridge Permissions — Enables you set up your extension so that
up to five other users can receive your calls on their phone. After
configuring bridge permissions through the VCX User Interface,
see Enabling Bridged Extensions for additional information. This
feature is not supported on Basic 3101 phones.
Bridged Phones — Displays up to four extensions that are
bridged to your phone. After configuring mappings through the
VCX User Interface, see Enabling Bridged Extensions for additional
information. This feature is not supported on Basic 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.
■
Button Mappings — Displays the default function associated
with each programmable button on your telephone. If permitted
by your administrator, you can assign a new function to a button
or assign a new value to a button function. For example, you could
reprogram a button to add another personal speed dial, or you
could change the number dialed for an existing speed dial button.
VCX User Interface Overview
103
See Assigning Access Button Functions Using the VCX User
Interface for more information.
■
■
■
■
Registrations — Lists all phones on which you are currently
logged in.
Passwords — Enables you to set the login password for your
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.
You can also map a system speed dial number to a button on your
telephone (see Assigning Access Button Functions Using the VCX
User Interface). See Dialing System Speed Dial Numbers.
Call Forwarding —Allows you to control how the VCX 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
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
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CHAPTER 7: USING THE VCX USER INTERFACE
appears in the Hunt/ACD 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.
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.
ACD Groups — Allows you to view the ACD groups you belong to
and your current login status for each group. See ACD Groups.
■
Log Out — Ends your VCX User Interface session. See Logging Out.
■
IP Messaging — Provides a link to the IP Messaging page, that is,
allows you to log in to the mailbox of the telephone number displayed
on the right.
■
Enabling Call Forwarding
Enabling Call
Forwarding
105
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
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.
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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)
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
Assigning Access Button Functions Using the VCX User Interface
107
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.
Assigning Access
Button Functions
Using the VCX User
Interface
This section describes how to use the VCX User Interface to view, and
possibly modify, the VCX features associated with the Access buttons on
your telephone.
When a VCX system is configured, your administrator assigns (maps)
default functions for the Access buttons on your telephone. Mapping a
function to a button allows one-touch access to that function. Speed
dialing is one example of a one-touch function.
Your administrator may allow you to reprogram a button’s function (for
example, create more personal speed dial buttons).
To view the functions currently mapped to buttons on your phone:
1 Log in to the VCX User Interface, select the My Extensions option, then
access the Button Mappings tabbed page.
2 Choose your telephone model (for example, the Model 3102 Business
phone) and click Select.
CAUTION: The VCX User Interface cannot determine your telephone
model. You must select the correct model from the drop down list.
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The VCX User Interface displays a graphic of the selected telephone
model and shows the function mapped to each button. If a function
name appears dimmed (light gray text), your administrator has locked
that function-button mapping and you cannot remap it. See the online
help for more information.
Enabling Bridged
Extensions
This section describes how to enable and use bridged extensions set up
through the VCX User Interface.
The VCX system allows you to set up your extension so that other users
can receive your calls at their phones. Through the VCX User Interface,
you can grant permission to up to five other users to receive calls
intended for your extension; that is, you are “bridging” your extension to
their phones.
With a bridged line, the VCX User Interface Selective Ringing feature
allows you to change the default ring tone to one of 27 ring tones, delay
the ring for a specified number of seconds, or silence the ringer and only
allow the telephone to flash.
The bridged telephone is sometimes referred to as the primary phone.
The telephone receiving bridged calls is sometimes referred to as the
secondary phone.
A bridged extension is typically used by an administrative assistant (the
secondary phone) to accept calls for one or more managers (primary
phones). Or one manager (primary phone) may be monitored by multiple
assistants (secondary phones). The primary telephone and the secondary
telephone (or phones) can be located at different sites.
Bridging an extension requires three steps:
1 On the telephone whose extension you want to bridge (for example,
extension 1000):
a Log in to the VCX User Interface, select the My Extensions option,
then access the Bridge Permissions tabbed page.
b Specify the extension (for example, extension 1001) that you want to
receive a bridged call and click Add.
The bridged telephone can identify up to five telephone numbers to
bridge with, but the number of extensions it can actually bridge is
Enabling Bridged Extensions
109
determined by the maximum number of contacts that the system
administrator has set up for the phone, which may be fewer than four.
If you bridge a telephone that is a remote phone, that remote telephone
will not appear in the VCX User Interface Bridged Phones list, but does
appear in the administrator’s Bridged Phones list.
2 On the telephone that will receive a bridged call (in this example,
extension 1001):
a Log in to the VCX User Interface, select the My Extensions option,
then access the Button Mappings tabbed page.
b Map the bridged extension (in this example, extension 1000) to an
System Appearance (SA) button (either SA 4, SA 5, or both buttons)
and click Save.
You should not bridge an extension to a Basic telephone (Models 2101 or
3101) because these phones have no programmable buttons. Therefore,
a Basic telephone has no way of distinguishing a call to its extension and
a bridged call.
3 For the bridged line settings to take effect, the telephone must retrieve
the new settings from the VCX server. By default, phones check the VCX
server for new information every 60 minutes (the telephone registration
interval). To retrieve bridged line settings, you can use one of the
following options:
■
■
Wait for the telephone registration interval to expire (60 minutes or
less, depending on when the last registration occurred).
Log off and then log on to the phone.
In this example, an incoming call to extension 1000 will also ring on
extension 1001 on line 4 or on line 5 (or both lines) depending what you
selected in step 2b.
The primary telephone user can make calls on a bridged line. The
secondary telephone user can answer calls that are made to the primary
phone’s extension but cannot make calls using the buttons that are
associated with the primary telephone. (In fact, the buttons on the
secondary telephone associated with the primary telephone function as
speed dial buttons to the primary phone.) Both users can use VCX
features to manage bridged calls. For example, bridged calls can be
transferred, put on hold, or forwarded to voice mail. However, because
multiple phones are involved, you should note the considerations
discussed in Bridged Line Interaction with Other Features.
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When an extension is bridged, SA buttons (4 or 5) access buttons and
status lights on the secondary telephone are associated with the Bridged
System Appearance (BSA) access buttons and status lights on the primary
phone. Lights on each telephone indicate the state of each bridged line:
■
If the light is off, the bridged line is available for use on the primary
phone.
■
If the light is on, the bridged line is in use by either a primary
telephone user or a secondary telephone user.
■
If the light is blinking quickly, the bridged line is ringing on all primary
and secondary phones.
■
If the light is blinking slowly on both phones, the line has been put on
hold by either the primary telephone user or a secondary telephone
user. This indicates a shared hold state. The line can be picked up by
any telephone mapped to this bridged line.
Both primary and secondary users can be logged in to multiple phones.
For example, an administrative assistant (secondary user) can be logged in
to five phones and monitor a manager from any telephone as long as all
the secondary phones are configured with the same extension. Or, a
manager may be logged in to multiple phones and monitored by an
assistant logged in to one or more phones. In any case, the total number
of logged in primary and secondary phones cannot exceed six.
For the current release, the primary and secondary telephone (or phones)
must be located on the same site.
Your administrator can also set up bridged extensions. In this case, fields
on your Bridge Permissions and the Button Mappings tabbed pages
have preassigned values.
Bridged Line
Interaction with
Other Features
Calls to a bridged extension can be managed by a primary user or a
secondary user, like non-bridged calls. For example, bridged calls can be
parked, put on hold, transferred, or conferenced.
A call to a bridged extension can be affected by call coverage points, call
forwarding settings, and Do Not Disturb settings on the primary and
secondary phones.
Calls to a bridged extension that are not answered always follow the call
coverage point configured for the primary phone, or, if call forwarding is
enabled, the appropriate call forward setting for the primary phone.
Enabling Bridged Extensions
111
If all the bridge lines are in use, a call to the primary extension rings on a
primary telephone SA line and does not ring on the secondary phone. If
all bridge lines and SA lines are in use on the primary, a call is forwarded
to the Call Forward - Busy destination configured for the primary phone.
Topics in this section describe how bridged calls are handled when certain
VCX features are invoked by the primary telephone user, the secondary
telephone user, or both users.
Do Not Disturb and Bridged Line Calls
If the primary telephone enables Do Not Disturb and a call rings on a
secondary phone, there is no call indication on the primary phone—the
telephone does not ring and the BSA light does not blink. Once the call is
answered or put on hold, the primary phone’s BSA light does indicate call
status.
■
If the primary telephone enables Do Not Disturb, a call goes directly to
the primary phone’s call coverage point if:
■
All secondary phones have enabled Do Not Disturb
■
No secondary telephone is available
■
If the primary telephone enables Do Not Disturb and no secondary
telephone answers the call, the call goes to the primary phone’s Call
Forward destination when the Call Forward - Ring No Answer ring
timeout value is reached.
■
If a secondary telephone enables Do Not Disturb and other secondary
phones are available (or the primary telephone is available), the call
rings on one of the other phones.
■
If a secondary telephone enables Do Not Disturb and no other
secondary phones are available, the call rings on the primary and there
is no indication of the call on the secondary phone.
■
■
If the primary does not answer, the call goes to the primary phone’s
Call Forward destination when the Call Forward - Ring No Answer
ring timeout value is reached.
If the primary does answer or put on hold, the secondary phone’s
SA light does indicate call status.
If neither the primary telephone or the secondary phones have Do Not
Disturb enabled, a call rings on both phones.
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CHAPTER 7: USING THE VCX USER INTERFACE
■
If the primary telephone user presses the DND button while the call is
ringing, it stops ringing and the BSA light stops blinking but continues
to ring on the secondary. If the secondary does not answer, the call
goes to the primary phone’s Call Forward destination when the Call
Forward - Ring No Answer ring timeout value is reached.
■
If the secondary telephone user presses the DND button while the call
is ringing, it stops ringing and the SA light stops blinking but
continues to ring on the primary. If the primary telephone does not
answer, the call goes to the primary phone’s Call Forward destination
when the Call Forward - Ring No Answer ring timeout value is
reached.
■
If the primary and secondary telephone users both press the DND
buttons while the call is ringing, it stops ringing and the SA light stops
blinking on both phones. The call goes to the primary phone’s Call
Forward - Busy destination.
If the primary telephone enables Do Not Disturb, a call rings on a
secondary phone. If the primary telephone user disables Do Not Disturb
while the call is ringing, the call does not start ringing on the primary. Do
Not Disturb is enabled only for subsequent calls. This is also true for a
secondary telephone user who toggles the Do Not Disturb setting while a
call is ringing.
If the primary telephone enables Do Not Disturb and a call comes in from
a hunt group, the Do Not Disturb setting is ignored and the call rings on
the primary. If a secondary telephone enables Do Not Disturb and a call
comes in from a hunt group to the primary phone, the call does not ring
on the secondary phone.
Hands Free and Bridged Line Calls
Enabling the Hands Free feature has the following effect on bridged calls:
■
If the primary telephone has Hands Free enabled, a call rings briefly on
the secondary telephone before it is automatically answered by the
primary phone.
■
If the secondary telephone has Hands Free enabled, only calls made to
the secondary's telephone extension are answered Hands Free. Calls
to primary telephone are not answered Hands Free on the secondary
phone; they appear as normal bridge calls.
Enabling Bridged Extensions
113
Call Forward, Forward to Voice Mail, and Bridged Line Calls
Enabling Call Forwarding and Forward to Voice Mail (or enabling both
features) has the following effect on bridged calls:
■
If the primary telephone enables Forward to Voice Mail, calls ring once
on the primary and secondary phones, and then go to voicemail.
■
If the primary telephone enables Call Forward Universal, calls to the
primary go to the Call Forward Universal destination immediately and
do not ring on the primary or secondary phones.
■
If a secondary telephone enables Forward to Voice Mail or Call
Forwarding to another extension, these settings affect only calls to the
secondary telephone extension. A bridged call rings on both the
primary telephone and secondary phone.
■
If a call is ringing on the primary telephone and the secondary phone,
and the primary telephone user presses the Forward to Voicemail
button, the call is forwarded to primary phone’s voice mailbox and the
secondary telephone stops ringing.
■
If a call is ringing on the primary telephone and the secondary phone,
and the secondary telephone user presses the Forward to Voicemail
button, call will continue ringing on both phones.
Call Transfer, Call Conferencing, and Bridged Line Calls
Bridged calls can be transferred by either the primary telephone or the
secondary phone. The primary telephone user and secondary telephone
user can also set up a conference with a bridged call.
If the primary telephone is on a bridged call and presses the Transfer
button, the primary telephone user hears a dial tone. The user can then
enter a telephone number to start attended or unattended call transfer.
While the primary telephone user enters the telephone number, the
calling party is put on hold. However, the light for BSA line on the
secondary telephone remains on (does not blink as it would for a
non-bridged call on hold).
While on a bridged call, the primary telephone user can also press a free
SA line to transfer the call from a BSA line to a SA line. Or, a call
connected on a SA line can be transferred from the SA line to its BSA line.
A secondary telephone user, however, can only transfer a call from an SA
line to BSA line but cannot transfer a bridged call to an SA line.
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Both primary and secondary phones can set up a 3-way conference call
on a bridged line.
Call Park and Bridged Line Calls
Either the primary telephone user or the secondary telephone user can
park a call.
When either a primary or secondary telephone user parks a call and the
call park timeout value is reached (the default is 5 minutes), the parked
call rings back only on the telephone that parked the call. For example, if
a primary telephone user parks a bridged call to a Call Park extension and
no one picks up the parked call, after 5 minutes the parked call rings back
only on the primary telephone that parked the call. The call does not ring
back on a secondary telephone or on any other primary login instance.
When the primary telephone answers the call, the SA status light on
primary telephone lights but the BSA status lights on the bridged phones
do not light.
A parked call that rings back on a primary telephone rings on the first
free SA line.
A parked call that rings back on a secondary telephone rings on the first
free SA line.
If all lines are in use, a parked call that rings back is forwarded according
to the enabled Call Forwarding setting for that phone. If Do Not Disturb is
enabled, the parked call is forwarded to the call coverage point
configured for that phone.
Call Pickup and Bridged Line Calls
Call Pickup (both Directed and Group) allows a user to answer a call that
is ringing on another telephone.
For bridged calls, you enter the Call Pickup feature code (455 for
Directed) followed by the group security code and the extension of a
primary phone. The call stops ringing on all primary and secondary
phones when the call is picked up. You cannot enter the extension of a
secondary phone. Doing so returns an error, and the call keeps ringing on
all primary and secondary phones.
Personal Speed Dial Access Buttons
115
Attendant Console and Bridged Line Calls
The VCX administrator can map primary telephone numbers and
secondary telephone numbers to buttons on a VCX 3105 Attendant
Console. In this case, status lights on the Attendant Console show that
the bridged line is in use for primary and secondary phones.
Hunt Groups and Bridged Line Calls
A primary or a secondary telephone can belong to a hunt group.
If a primary telephone is a member of a hunt group, a call coming to the
hunt group rings on an SA line on the primary phone. A secondary
telephone cannot receive a hunt group call directed to a primary phone.
ACD Groups and Bridged Line Calls
A primary or a secondary telephone can belong to an ACD group.
If a primary telephone is a member of an ACD group, a call coming to the
ACD group rings on an SA line on the primary phone. A secondary
telephone cannot receive an ACD group call directed to a primary phone.
Message Waiting Indication and Bridged Line Calls
A secondary telephone displays the Message Waiting Indication (MWI) of
the primary telephone (or telephones). The display panel on the
secondary telephone shows the total number of new and old messages
from both the primary telephone and secondary telephone mailboxes
when the telephone is in an idle state.
Pressing the MSG button lists the mailboxes. You can press Up and Down
arrow keys to select a mailbox, then press the MSG button again to
connect to that mailbox.
Personal Speed Dial
Access Buttons
The VCX User Interface allows you to set up personal speed dial access
buttons using two method; by assigning the Personal Speed Dial
feature to an access button and by assigning the Call feature to an access
button.
Using the Personal Speed Dial feature provides up to six (Model 3102)
personal speed dial numbers that you can assign. Using the Call feature
provides an additional nine personal speed dial numbers you can assign.
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CHAPTER 7: USING THE VCX USER INTERFACE
Logging Out
To log out of the VCX User Interface, follow these steps:
1 From any screen, click the Log Out button just above the copyright
notice.
The Login screen appears.
2 Close your web browser.
A
TELEPHONE INSTALLATION AND
MAINTENANCE
This chapter covers these topics:
■
Connecting the Telephone
■
Attaching and Adjusting the Articulating Support Bracket
■
Opening the 3105 Attendant Console Label Cover
■
Moving Your Telephone
■
Swapping Telephones
■
Cleaning Your Telephone
■
Troubleshooting Problems
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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 5 shows underside of the VCX 3102 Business Telephone as an
example of possible connection points. Connection details for each type
of VCX device are listed on the packing sheet that is shipped with the
device.
Connecting the Telephone
119
Figure 5 Underside of the VCX 3102 Business Telephone
1
2
3
4
6
5
CAUTION: The VCX system operates over the LAN, not through traditional
telephone wiring. Your telephone connects to the VCX system through an
RJ-45 LAN connector instead of an RJ-11 telephone connector. Your
telephone will not work unless it is connected properly. Ask your
administrator if you have questions about your telephone connection.
The underside of an VCX telephone or attendant console includes:
1 AC power adapter connection
2 Ethernet connector for connection to the LAN
3 Ethernet connector for an optional connection to your desktop
computer.
4 Handset connector
5 Headset connector (3102 and 3103 only)
6 Tabs for the support bracket
For information about the underside of each VCX Telephone, and for
information about how to connect any VCX Telephone or Attendant
Console to a Power over Ethernet source, see the packing sheet that
comes with the device.
Strain relief clamps are built into the 3101/3102/3105 support bracket.
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CHAPTER A: TELEPHONE INSTALLATION AND MAINTENANCE
Attaching and
Adjusting the
Articulating
Support Bracket
The articulating support bracket is common to the following devices:
■
3Com 3105 Attendant Console
■
3Com 3101 and 3101SP Basic Telephones
Figure 6, Figure 7, and Figure 8 show a 3102 Telephone. The instructions
apply to all telephones.
Figure 6 Attaching the Support Bracket
To attach the support
bracket, 1, snap the
bracket into the
mounting supports 2,
on the bottom of the
telephone.
2
1
3
After you connect the
cables to the phone,
press the cables into
the cable management
clamps 3, on the stand.
Attaching and Adjusting the Articulating Support Bracket
121
Figure 7 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
122
CHAPTER A: TELEPHONE INSTALLATION AND MAINTENANCE
Figure 8 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
Opening the 3105 Attendant Console Label Cover
Opening the 3105
Attendant Console
Label Cover
123
For instructions on how to create and print labels, see Printing Labels on
page 30.
Figure 9 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.
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CHAPTER A: TELEPHONE INSTALLATION AND MAINTENANCE
Cleaning Your
Telephone
Always unplug your telephone from the power source and from the
network before you clean it. Use a soft cloth dampened with mild
detergent.
WARNING: Failure to unplug the telephone before you clean it could
result in electrical shock.
Troubleshooting
Problems
Table 10 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 10 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.”
After I call another user in
my organization, I hear a
tone but no ringing.
The other user may have the Hands Free feature
enabled. Begin speaking after you hear the tone. For
details, see Using the Hands Free Feature.
Troubleshooting Problems
125
Table 10 Possible Problems (continued)
Possible Problem
Suggested Solutions
On my VCX Business
You have the Hands Free feature enabled. For details,
Telephone, all incoming
see Using the Hands Free Feature.
internal calls come over my
speaker phone.
My telephone is not
forwarding my incoming
calls to my voice mailbox.
Verify that you have activated the Forward to Voice
Mail feature. For details, see Forwarding Calls to Voice
Mail.
On my VCX Business
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.
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.
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INDEX
Numbers
3105 Attendant Console 25
creating labels 28
figure and features 27
overview 26
A
accessing the VCX User Interface 98
all calls (call forwarding)
set through VCX User interface 103
All Ports Busy message 122
answering a call 34
B
Barge In 77
bracket
3102, telephone support 118
bridging extensions
enabling 106
busy line (call forwarding)
set through VCX User interface 103
set with a feature code 70
C
call coverage
forwarding calls to 104
call fallback (call forwarding) 103
call forward
problems with 123
call forwarding
all calls 71, 103
busy line 70, 103
ring no answer 70, 103
setting up 103
call history
through the VCX User Interface 100
viewing 57
call park 72
call pickup 75
feature interaction 76
call waiting 66
Caller ID
sending or blocking 59
caller ID
controlling 106
calling Hunt Group 83
calls
answering 34
answering a second call 34, 41
answering for a group 75
answering for another user 75
camp on 62
dialing a second call 40
dropping 37
forwarding to call coverage 104
forwarding to voicemail 64
forwarding using feature codes 70
forwarding using the VCX User interface 103
holding 40
making 34
missed 38
muting 43
parking 72
redialing 35
tracing a malicious call 45
transferring 41
camp on 62
circular Hunt Group 83
Class of Service
overriding 36
cleaning telephones 122
conference call
announced 60
cascaded conference 61
dropping recipients 61
setting up 60
unannounced 60
configuration
interface options 14
connecting telephones
caution, RJ-45 versus RJ-11 jacks 117
electrical power 116
Console Manager Software 25
features 29
contrast 23
126
INDEX
logging in 85
overview 81
timeout values 83
types 83
viewing membership and status 87
D
dial tone, troubleshooting an NBX Telephone 122
dialing a remote office
using a unique extension 35
dialing while on a call 40
directed call pickup 75
directory of users
global 58
local 58
display panel
contrast 23
soft keys 18
using 57
Do Not Disturb
activating 44
dropping calls 37
E
electrical shock, avoiding 122
emergency phone number dialing service 95
extensions
bridging 106
F
feature codes 49
forward universal (call forwarding)
set through VCX User interface 103
set with a feature code 71
forwarding a call to a remote location 80
forwarding calls 70, 103
G
global user directory 58
group call pickup 75
group paging 74
H
hands-free
using 40
holding a call 40
Hunt Groups
access numbers 82
calling 83
circular 83
feature code 87
feature interaction 85
linear 83
log in or log out feature code 85
J
joining a monitored call 77
L
linear Hunt Group 83
local user directory 58
logging in 32
M
mailbox
setup 13
making calls 34
Malicious Call Trace 45
mapping button functions 105
missed calls 38
monitoring calls 77
barging in 77
moving telephones 121
music on hold 40
mute ringer 43
muting calls 43
O
one-touch speed dials 66
overview 12
P
paging 74
parking a call 72
password 32
changing 33
for telephone and mailbox access 101
for VCX User Interface 98
changing 100
personal speed dials 66
phone settings
transferring to another phone 63
problems
solving 115
R
S
redialing 35
registrations
through the VCX User Interface 101
relocating telephones 121
Remote Call Forward 80
ring no answer (call forwarding)
set through VCX User interface 103
set with a feature code 70
ring patterns
setting through the VCX User Interface 100
RJ-11 jack caution, avoiding use with VCX
telephones 117
RJ-45 jack caution, using instead of RJ11 117
S
selective ringing
setting through the VCX User Interface 101
Silent Monitor 77
blocking 79
soft keys 18
speaker phone
problems with 123
using 35
speed dialing 66
configuring personal numbers 67
dialing personal numbers 68
dialing system numbers 69
editing personal numbers 68
one-touch 66
personal 66
system 66
viewing configured numbers 69, 70
speed dials
problems with 123
support bracket
3102, attaching 118
support brackets
3105, attaching 118
system speed dials 66
passwords 32
time zone
setting through the VCX User Interface 101
transferring a call 41
attended 41
serial 42
unattended 41
troubleshooting
list of possible problems 122
U
user directory
through the VCX User Interface 100
user directory (global)
viewing 58
user directory (local)
viewing 58
V
VCX 3105 Attendant Console
see 3105 Attendant Console
VCX User Interface
accessing 98
logging out 114
set up selective ringing 101
setting ring patterns 100
setting the time zone 101
viewing call history 100
viewing phone registrations 101
viewing the user directory 100
voice mail
problems with 122
volume
controlling 39
W
Wait for NCP message 123
T
Z
telephone support brackets
3102 118
3105 118
telephones
cleaning 122
connecting 116
logging in 32
mounting 3105 118
mounting, 3102 118
moving and swapping 121
zone paging 74
127
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