3Com 3103 - NBX Manager VoIP Phone, User Manual

Page 1: ...http www 3com com Part Number 900 0335 01 Published July 2006 NBX Manager s Telephone Guide NBX Networked Telephony Solutions System Release 6 0 ...

Page 2: ...ICENSE TXT or LICENSE TXT If you are unable to locate a copy please contact 3Com and a copy will be provided to you UNITED STATES GOVERNMENT LEGENDS If you are a United States government agency then this documentation and the software described herein are provided to you subject to the following United States Government Legend All technical data and computer software is commercial in nature and de...

Page 3: ...ility 17 Setting Your Accessibility Options 17 Quick Reference Guide 17 2 3COM 3103 MANAGER S TELEPHONE Telephone Buttons and Controls 19 Programmable Access Buttons 22 Status Lights for Access Buttons 23 Display Panel 23 Display Panel Contrast 24 Features 25 3 NBX MESSAGING NBX Messaging Components 27 Important Considerations 27 Changing Your Password 28 Security Tips 29 Changing Your Name Announ...

Page 4: ...king a Message as Private or Urgent 38 Other Ways to Manage Your Voice Mail Messages 39 Other Kinds of Mailboxes 39 Greeting Only Mailbox 39 Phantom Mailbox 40 Group Mailbox 40 4 STANDARD FEATURES Answering a Call 43 Caller ID 44 Answering a Second Call 44 Using the 3Com Telephone Display Panel 44 Dialing a Call 45 An Internal Call 45 An External Call 45 Redialing a Call 46 Forwarding Incoming Cal...

Page 5: ...Callback 62 More About Automatic Callback 62 Setting the Volume 63 5 PERSONALIZING YOUR TELEPHONE Guidelines About Features on NBX Telephones 65 Ringer Tones 66 User Button Mapping 66 Button Mapping Notes 71 Speed Dials 72 Personal Speed Dials 72 System wide Speed Dials 73 Special Case One Touch Speed Dials 74 Printing Speed Dial Lists 75 Printing Labels 75 Off Site Notification 76 Managing Off si...

Page 6: ...c Telephone 92 Group Call Pickup 92 Automatic Call Distribution Groups Hunt Groups and Calling Groups 92 Automatic Call Distribution 93 Hunt Groups 96 Calling Groups 98 Group Membership 99 Supervisory Monitoring 99 Agent Role for 3Com Entry and Analog Telephones 99 Supervisory Monitoring Terminology 100 Monitor 101 Whisper 101 Barge In 102 Change Agent 102 Call Privacy 102 More About Supervisory M...

Page 7: ...CODES NBX Tones 119 Feature Codes with 3Com Telephones 120 3Com Manager s Telephone 121 Using Feature Codes 121 8 3COM 3105 AND 1105 ATTENDANT CONSOLES 3Com Attendant Console 126 Access Buttons 126 Feature Buttons 126 Attendant Console Labels 129 Opening the 3105 Attendant Console Label Cover 129 Complement Attendant Software 130 Managing Calls 132 A TELEPHONE INSTALLATION AND MAINTENANCE Connecti...

Page 8: ...8 INDEX ...

Page 9: ... 3Com 3103 Manager s Telephone Attendant Consoles 3Com 3105 Attendant Console 3Com 1105 Attendant Console NBX Complement Attendant Software If the information in the release notes readme pdf on the NBX Resource Pack CD differs from the information in this guide follow the instructions in the release notes Analog telephones connected through the Analog Terminal Card or the Analog Terminal Adapter c...

Page 10: ... Attendant Console and Complement Attendant Software Chapter 8 Telephone maintenance and troubleshooting information Appendix A References to all topics in this book Index Table 2 Common Terms Term Definition Auto Attendant The set of voice prompts that answers incoming calls and describes actions that a caller or user can take to access individual services Administrator The person who is responsi...

Page 11: ... searchable Help system with Help buttons on each page An administrator who logs in can also see the NBX Installation Guide and the NBX Administrator s Guide Comments on the Documentation Your suggestions are important to us They help us to make the NBX documentation more useful to you Please send your e mail comments about this guide or any of the 3Com NBX documentation and Help systems to Voice_...

Page 12: ...12 ABOUT THIS GUIDE Page number As always please address all questions regarding the NBX hardware and software to your 3Com NBX Voice Authorized Partner ...

Page 13: ...Set utility password and access NBX features from a third party SIP based IP telephone see the NBX Feature Codes Guide for SIP Telephones Setting Up Your Password and Voice Mail for the First Time The procedure by which you set up your password and voice mailbox for the first time depends on The kind of telephone that you have The kind of voice messaging system on your NBX system Ask your administ...

Page 14: ...w password Feature Entry Tone repeat your new password Confirmation Tone Password Change If your system uses NBX Messaging follow the NBX voice prompts to change your NBX password which changes your NBX NetSet utility password because they are the same OR use the NBX NetSet utility described next If your system uses a voice messaging application other than NBX Messaging1 use this code sequence to ...

Page 15: ...elephone on the NBX system refer to the NBX Feature Codes Guide for SIP Telephones for how to set and change the NBX NetSet utility password Table 4 Setting Your NBX NetSet Utility and NBX Messaging Password continued Feature 3Com Phones Analog Phones Password Set Initially If your system uses NBX Messaging follow the NBX voice prompts to set your NBX password which is the same for the NBX NetSet ...

Page 16: ...ication other than NBX Messaging off site notification and other voice messaging features are available through your messaging application See the application s documentation rather than using this Guide Starting the NBX NetSet Utility To use the NBX NetSet utility you need a computer that is connected to your local area network LAN and that has a web browser You do not need Internet access To sta...

Page 17: ...ing an item Setting Your Accessibility Options To change your NBX telephone s settings for accessibility and to choose the format for your NBX NetSet utility online Help log in to the NBX NetSet utility and go to Accessibility Accessibility Options After selecting your preferences click Apply to save your changes Quick Reference Guide To open and print a copy of the Quick Reference Guide for the m...

Page 18: ...18 CHAPTER 1 GETTING STARTED ...

Page 19: ...hts for Access Buttons Display Panel For how these features work on an analog telephone that is connected to the NBX system see the NBX Feature Codes Guide for Analog Telephones which you can access by going to Resources Features Codes Guide in the NBX NetSet utility Telephone Buttons and Controls Figure 1 shows the buttons and controls on the 3Com 3103 Manager s Telephone The features are discuss...

Page 20: ...e in your voice mail mailbox You can also use it to access these items Voice mail messages Directories of people s names and numbers Logs of your recent incoming missed and outgoing calls Features 3 Right buttons Correspond to items on the display panel Press to act on those items When there is a corresponding phone call the button opens or closes a call action list Scroll through the list and sel...

Page 21: ...o three additional internal parties external parties or both See Establishing a Conference Call in Chapter 4 13 Redial button Redials the last telephone number or extension that you called See Redialing a Call in Chapter 4 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...

Page 22: ...Buttons Figure 2 shows the 8 programmable Access buttons on the 3Com 3103 Manager s Telephone If your administrator has assigned you to a group that allows you to change your button mappings log in to the NetSet utility and go to Telephone Programming Button Mapping to view or change the current features on your telephone s buttons See User Button Mapping in Chapter 5 You can also set buttons to o...

Page 23: ...ed a System Appearance button The light beside each System Appearance button indicates the status Display Panel Use the 3Com Manager s Telephone display panel to dial numbers and manage calls Navigate and choose telephone features displayed on the panel with the soft buttons for tabs across the bottom of the display the left buttons for call control or list selection the right buttons for actions ...

Page 24: ...buttons up and down buttons move items up and down in the display 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 Select button at the center of the scroll buttons activate...

Page 25: ...by buttons on the telephone by pressing the Features soft button See Using Feature Codes in Chapter 7 for a list of all features You can access these features either by entering the Feature Code on the keypad or selecting the feature from the display panel list 1 Press the Features soft button 2 Enter the three digit Feature Code on the keypad 3 Enter any additional values following display panel ...

Page 26: ...26 CHAPTER 2 3COM 3103 MANAGER S TELEPHONE ...

Page 27: ...omponents A key component of the NBX Networked Telephony Solutions is the NBX Messaging system which includes voice mail off site notification and several administrative features Voice mail allows callers to leave voice messages in your voice mailbox when you are not able to answer your telephone You can listen to save and forward those messages from any touch tone telephone If your system uses a ...

Page 28: ...messages using option buttons if you are configuring passwords and greetings However you cannot bypass voice mail messages in this manner Changing Your Password You use the same 4 digit to 10 digit password to log in to the NBX NetSet utility and to access your NBX voice mail You can change this password with your telephone using the NBX voice prompts or a feature code or through the NBX NetSet ut...

Page 29: ... use from the telephone You can also review delete or choose which to make active with the NBX NetSet utility If appropriate you may also want to change the greeting for an extension that is a greeting only mailbox so that callers do not attempt to leave messages See Greeting Only Mailbox later in this chapter To change your name announcement or personal greetings 1 Log in to your mailbox at your ...

Page 30: ... them from the New Messages queue For how to set up your NBX NetSet utility password the first time see Table 4 and NBX NetSet Utility in Chapter 1 If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions Message Indicators Here is how you can tell if you have messages in your mailbox On a 3Com 3103 Mana...

Page 31: ...to your messages from your own 3Com Telephone 1 Pick up the handset and press the Message button to access the mailbox 2 At the prompt dial your password and press 3 See Managing Your Messages for the buttons that you use to manage your messages Listening from Any Internal 3Com Telephone To listen to your messages from any 3Com Telephone other than your own within your NBX system 1 Pick up the han...

Page 32: ...e it Press 4 to reply to the message See Replying to a Message later in this chapter Press 5 to forward the message See Forwarding a Message later in this chapter Press 6 to listen to date time and sender information about the message See Information About Your Messages next Press 7 to back up 3 5 seconds in the current message Press 8 to pause the current message for up to 20 seconds Press 9 to m...

Page 33: ...Press 3 to listen to your reply Press 9 to Mark the message Private or Urgent See Marking a Message as Private or Urgent later in this chapter Press to cancel your message Forwarding a Message You can forward most messages with or without comments If you receive a message that is marked Private you cannot forward it To forward a message 1 Log in to your voice mailbox at your telephone or remotely ...

Page 34: ...llowed by 8 After the last destination number and its press again to send your message 9 Follow the prompts to delete or save the message you just forwarded Creating and Sending a Message To create and send a message directly without actually making a call follow these steps 1 Log in to your mailbox at your telephone or remotely 2 Dial 2 to select Create and Send a Message 3 At the tone record a m...

Page 35: ... Use it to send a message to everyone on the list at the same time A Voice Mail Group is not the same as an ACD Group Hunt Group or Calling Group See Automatic Call Distribution Groups Hunt Groups and Calling Groups in Chapter 6 Viewing System Groups System Voice Mail Groups can be set up by your administrator You can send a message to everyone in a System Voice Mail Group by using plus the two di...

Page 36: ...ther personal or system group list number A Voice Profile for Internet Mail VPIM extension A site code plus extension to send to a user on another NBX system in your organization Example neee or neeee where n one or more site code digits and e the extension digits on the other system For valid site codes in your organization see your administrator 8 When you have added all of the destination numbe...

Page 37: ...ress 1 to review your list of groups Press 3 to delete a group Press 4 to add or delete group members See step 5 Press to return to the main menu 5 To add members to a group or delete members from one press 4 a To add one or more members to the group dial one of these destination numbers plus The internal extension or mailbox number of the recipient A speed dial number See Speed Dials in Chapter 5...

Page 38: ...mbers from the Non Members list and move them to the Members list by clicking the left arrow OR select members from the Members list and move them to the Non Members list by clicking the right arrow 7 Click Apply and OK to complete your changes To delete a Personal Voice Mail Group from the NBX NetSet utility 1 Log in to the NBX NetSet utility and go to NBX Voice Mail Settings Personal Group List ...

Page 39: ...r the administrator for phantom or group mailboxes to set up mailboxes for special situations as described in this section Greeting Only Mailbox When you designate your mailbox as a greeting only mailbox callers hear your personal greeting but they cannot leave a voice mail message To change your voice mailbox to a greeting only mailbox log in to the NBX NetSet utility and go to NBX Voice Mail Set...

Page 40: ...ales representative who travels constantly for your organization and never comes into the office you still need a way to receive telephone messages Using your phantom mailbox you can retrieve forward and save messages in the same way that any other employee can but without a physical telephone connected to your NBX system If you are an employee who lives a long distance from your office and works ...

Page 41: ...Other Kinds of Mailboxes 41 assigns to the appropriate sales people the ability to listen to forward or otherwise handle all messages that are directed to the group mailbox ...

Page 42: ...42 CHAPTER 3 NBX MESSAGING ...

Page 43: ...lp on accessing NBX features from an analog telephone or a third party SIP based IP Telephone see the applicable NBX Feature Codes Guide in the NBX NetSet utility If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of the instructions in this chapter Answering a Call To answer an incoming call pick up the handset If you ...

Page 44: ...phones when a new call arrives while you are on a call 1 Press Hold OR press the Right soft button corresponding to the current call scroll to Hold and press Select The current call is put on hold 2 Press the Left soft button next to the new call on the display You are connected to the new call 3 To return to the earlier call press the Left soft button corresponding to the earlier call on the disp...

Page 45: ...elephones you can press the Speaker button Or you can press the New Call button Or if no call is associated with one of the Left buttons you can press it for a new line You hear the dial tone 2 Dial the person s 3 digit or 4 digit extension Or use the display panel to find and dial the name of the person whom you want to call in the user directory call logs or a speed dial list 3 When you are fini...

Page 46: ...s Unanswered calls that come in directly to your extension go to a call coverage point You can set different call coverage points for different conditions default no answer busy and all calls Unanswered calls that come to your telephone through ACD groups hunt groups and calling groups follow the call coverage path that your administrator sets up for the group See Automatic Call Distribution Group...

Page 47: ...als 281 555 1212 You can enter a if a pause is required between an access code and a destination number The number that you choose may be limited by your call permissions To view your permissions log in to NBX NetSet utility and go to My Calling Privileges Call Permissions From the telephone you can set call forwarding using feature codes On the 3Com Manager s Telephone you can also set call forwa...

Page 48: ...o Mail and no other call forward options are in effect unanswered calls still go to your default call coverage point but after the number of rings specified in the NBX NetSet utility Call Forward Call Forward page To view your current Forward to Mail setting log in to NBX NetSet utility and go to My Calling Privileges Feature Settings and see the status for Forward All Calls to VM Call Forward No ...

Page 49: ...t press the Enter soft button or to accept it Otherwise dial the number that you want to forward calls to and press the Enter soft button or To cancel Call Forward Busy 1 Press the Features soft button 2 Scroll to Call Forward Busy 3 Press Select You can also use the Feature Code 467 to turn Call Forward Busy on and off Call Forward All To set Call Forward All on a 3Com Manager s Telephone 1 Press...

Page 50: ...ated attendant or disconnection You can override these settings on the Call Forward Override page or by making changes on the telephone To set the default call forwarding 1 Log in to the NBX NetSet utility and go to Call Forward Call Forward 2 Select the number of rings you want the caller to wait before the call coverage point is activated 3 Select the call coverage point If you select Forward to...

Page 51: ...incoming call if it is not answered after the specified number of rings 4 Click Apply to enter your changes Override To set the call forward override 1 Log in to the NBX NetSet utility and go to Call Forward Call Forward Override 2 Select your call forward conditions If you select Call Forward All calls will not ring at all on your extension and will be immediately forwarded to the extension or ex...

Page 52: ...All and Do Not Disturb are not enabled all calls received when this extension is busy are immediately forwarded to the Call Forward Busy destination All other feature settings are ignored If Call Forward No Answer is enabled and Call Forward All and Do Not Disturb are not enabled all calls received when this extension is not busy are forwarded to the Call Forward No Answer destination after the sp...

Page 53: ...ear dial tone dial the second call More Than One Call The number of simultaneous calls you can have on your 3Com Manager s Telephone can be set by your administrator To place more than one call on hold on a 3Com Manager s Telephone 1 Press the Hold button Or press the Right button corresponding to the call for the Actions menu scroll to Hold and press Select 2 Press the New Call button Or press th...

Page 54: ...nt wants to take the call press Transfer again to complete the transfer OR press the Complete soft button If the recipient does not want to take the call press the Exit soft button The call you tried to transfer is now on hold Your administrator can disable Announced Transfers by enabling the One Button Transfer feature for the entire NBX system When that setting is enabled every time that you tra...

Page 55: ...x you want to transfer the call 3 Hang up the handset OR 1 While you are on a call press the corresponding Right soft button for the Actions menu 2 Scroll to Transfer to VM and press the corresponding Right soft button or Select 3 Dial the extension of the person to whose voice mailbox you want to transfer the call 4 Hang up the handset Establishing a Conference Call Depending on the type of telep...

Page 56: ...n to the conference and you and the second party hear the called party s telephone ringing On a 3Com Manager s Telephone you can also press the Right button corresponding to the call and choose Conference from the Actions menu to transfer a call OR press the Features soft button and enter the Feature Code If the third party answers three parties are now in the conference call If the third party is...

Page 57: ...he other parties can talk among themselves but they cannot hear you Music on Hold does not play when a conference call is on hold To transfer a conference call to another telephone press the Transfer button Dial the number to which you want to transfer the call announce to the recipient optionally that you are transferring a conference call and then press the Transfer button again All of the confe...

Page 58: ...call from extension 1001 In this example the user at extension 1002 initiates Camp On after initiating a screened call transfer In contrast Example 2 shows how a user can initiate Camp On to directly queue a transferred call on to a destination extension that is in use or busy without using the call transfer feature Example 2 Direct Camp On The user at extension 1001 calls the user at extension 10...

Page 59: ...mains unavailable and the Camp On Return Interval expires the call is returned to you See More About Camp On later in this chapter If the Camp On attempt is not permitted the call originator remains on hold while the message Not Allowed or Camp On In Use appears on your display panel See More About Camp On later in this chapter Initiating Direct Camp On You can initiate Camp On to directly queue a...

Page 60: ...extension 1003 and extension 1002 hangs up Extension 1003 stays busy When the Camp On Return Interval expires extension 1002 starts ringing If the user at extension 1002 does not answer the call the call goes to the call coverage for extension 1002 You can initiate a Camp On call only to an internal NBX extension However the originating call can originate from either an external or internal number...

Page 61: ...blind transfer See Blind Transfer earlier in this chapter If you have an NBX Entry telephone or an analog telephone you can use only Direct Camp On to queue a call on to the destination extension If you are using Camp On with Call Transfer and the destination extension has its Call Coverage set to Disconnect after the transfer times out you receive a busy tone You can now initiate Camp On to the d...

Page 62: ...lback attempt is not permitted the message Not Allowed appears on your display panel See More About Automatic Callback in this chapter If the party on the Automatic Callback destination extension does not return your call within the time set by the Automatic Callback Return Interval the system cancels the Automatic Callback request For more information see the More About Automatic Callback section...

Page 63: ...ng to initiate the Automatic Callback For additional tips and considerations on using Automatic Callback see your NBX system administrator Setting the Volume On any 3Com Telephone use the Volume Control buttons to raise or lower one of these volumes Ring Volume To raise or lower the volume of the ring press the up or down Volume Control button repeatedly while your telephone is ringing until the v...

Page 64: ... down Volume Control button repeatedly until the volume is at the level that you prefer Headset Volume To raise or lower the volume of the dial tone or the sound that you hear on the headset put on the headset and activate it as specified for your headset When you hear the dial tone or during a conversation press the up or down Volume Control button repeatedly until the volume is at the level that...

Page 65: ...alog Telephones in the NBX NetSet utility For how to set up your NBX NetSet utility password for the first time see Chapter 1 If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions Guidelines About Features on NBX Telephones Because your administrator determines whether some of the features that are de...

Page 66: ...s 3 Click each of the nine Ringer Tone Settings to hear the choices 4 Select the number of the tone that you want 5 Click Apply When you choose Silent Ring the status light or display panel icon flashes when a call arrives but the telephone never rings A headset attached to the headset connector of a 3102 or 3102B Business Telephone also plays a tone audible only through the headset User Button Ma...

Page 67: ... Chapter 4 CFWD All Press this button to enter a Call Forward All extension and to toggle on and off the Call Forward All feature Call Forward All in Chapter 4 CFWD Busy Press this button to enter a Call Forward Busy extension and to toggle on and off the Call Forward Busy feature Call Forward Busy in Chapter 4 CFWD No Answer Press this button to enter a Call Forward No Answer extension and to tog...

Page 68: ...ports and if the CO provides a feature such as Call Waiting that requires a flash signal press this button to signal the CO to put the existing call on hold and toggle to the call that is waiting To return to the first call press this button again Fwd Vmail Press this button to direct all incoming calls to your voice mail or to wherever you have specified in the NBX NetSet utility Call Forward Cal...

Page 69: ... from this phone The same phone that sent the message must be used to cancel the message Using Message Waiting Indicator to Telephone in Chapter 6 MWI Retrieve Press this button to retrieve MWI messages through the LCD and the up or down arrow scroll buttons The MWI Retrieve mapped button has an associated LED which illuminates when a new MWI message has been received Using Message Waiting Indicat...

Page 70: ...rs for each PSD in Directory Personal Speed Dial in the NBX NetSet utility Speed Dials later in this chapter Redial On a 3Com Basic or Entry Telephone press this button to place a new call to the same number as the most recent call made from this telephone Dialing a Call in Chapter 4 Release Press this button to disconnect the current call and leave the telephone idle on hook This feature is usefu...

Page 71: ...etSet utility to create and print labels for the buttons on your telephone Delayed Ringing The administrator can define a ringing progression for a line mapped to multiple telephones For example a call could ring immediately at telephone 1 begin ringing at telephone 2 after 4 rings and then begin ringing at telephone 3 after 8 rings Any of the telephones can pick up the call at any time even if it...

Page 72: ...nt a set of labels for your telephone showing which of your buttons are mapped to features and speed dial numbers Personal Speed Dials You can create a list of up to 99 personal speed dials using ID numbers 601 through 699 for your telephone These speed dials are available only from the telephone for which they were created You create view and print your personal speed dial list using the NBX NetS...

Page 73: ...e all of your changes to the personal speed dials click Apply to complete your changes To use a personal speed dial 1 Pick up the handset Or you can press the Speaker button 2 Press the Feature button plus the 3 digit personal speed dial code for the number that you want to call Or press the Feature button scroll to Speed Dials Personal press Select scroll to the number that you want to dial and p...

Page 74: ... use Access buttons Use either the One Touch or the Personal speed dial page to assign or change the One Touch speed dial numbers on your telephone If you make a change in one page it appears in the other page See Personal Speed Dials or follow these steps for the One Touch screen To add or change a One Touch speed dial on an available Access button 1 Log in to the NBX NetSet utility and go to Dir...

Page 75: ...Printing Labels You can print labels that identify the numbers and features that are assigned to Access buttons on your telephone or attendant console using the LabelMaker in the NBX NetSet utility or on the NBX Resource Pack CD To print labels for your telephone or attendant console 1 Log in to the NBX NetSet utility and go to Resources Telephone Button Labels 2 Click the link for Telephone Butto...

Page 76: ...ive attempts to reach you one attempt for each Attempt row that you configure in the Off Site Notification screen If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions To configure off site notification for your NBX voice mailbox 1 Log in to the NBX NetSet utility and go to My Calling Privileges Call ...

Page 77: ...l the NBX system calls the number that you enter in this field When you answer the call the system announces the new voice message and allows you to follow the prompts to access your voice mailbox and listen to and delete any of your messages If you selected EMail for Method in step 4 Enter the e mail address at which you want to be notified You can use different e mail addresses for different Att...

Page 78: ...ed all of the Attempt rows that you want click Apply to complete your changes 10 Test your off site notification settings by leaving yourself a voice mail message Additional Notes You can use the same notification method for all five attempts or any combination of methods If your voice mailbox is full and someone tries to leave you a voice mail message the NBX system does not send you an e mail no...

Page 79: ...Mail You receive a telephone call for each voice message Follow the prompts to log in and listen to messages or log in to the NBX NetSet utility Attempt Method Effect 1 Pager or Voice Mail You receive a telephone call or pager call for only the first new voice message and then you configure attempt 2 through 5 as E mail You receive an e mail notice for only the first new voice mail message The e m...

Page 80: ...mediately go to your default call coverage point without ringing You set the default call coverage point from the NBX NetSet utility by going to Call Forward Call Forward See Forwarding Incoming Calls in Chapter 4 If Call Forward All is in effect it overrides Do Not Disturb Calls go to the call coverage point defined for Call Forward All in the Call Forward Call Forward Override page You may be ab...

Page 81: ...n If your telephone is part of an ACD group a hunt group or a calling group incoming calls to the group ring on your telephone Calls coming in directly to your telephone not directed to the group do not ring on your telephone To prevent every call from ringing you must enable Do Not Disturb and also log out of the group To set Do Not Disturb on a 3Com Manager s Telephone 1 Press the Features soft ...

Page 82: ...voice mail password and press You can also use the Feature Code 432 to turn Locking on and off Additional Notes When Telephone Locking is activated a person using your telephone can dial only toll free calls calls to emergency services such as 911 in the United States or calls to telephone numbers that have been programmed in your system as internal calls Even when Telephone Locking is active on y...

Page 83: ...so that long distance telephone calls cannot be dialed from it You may however need to place a long distance call during a meeting Using the Class of Service Override feature you can apply the features of your own telephone to the conference room telephone for one call only and dial the call assuming that your Call Permissions allow you to make long distance calls from your own telephone If your s...

Page 84: ...ide To prepare the headset for all calls on the 3Com Manager s Telephone and 3102 or 3102B Business Telephone 1 Plug the headset connector into the headset jack on the underside of the telephone See Figure 10 in Appendix A for the location of the jack 2 Press the Headset button By default on the 3Com Manager s Telephone this is the top Access button 3 Verify that the indicator light beside the Hea...

Page 85: ...r a long time for instance overnight 3Com recommends that you set the mute and headset buttons on the amplifier to Off and hang up the handset on your telephone When you are ready to receive calls again set up the headset for receiving calls 1 Pick up the handset on your telephone and set it on your desk 2 Put on the headset On the amplifier set the headset button to On Using Hands Free Active on ...

Page 86: ...NALIZING YOUR TELEPHONE To cancel Hands Free Active on Intercom 1 Press the Features soft button 2 Scroll to Handsfree 3 Press Select You can also use the Feature Code 100 to turn Hands Free Active on Intercom on and off ...

Page 87: ...ote Office Bridged Extensions Delayed Ringing Using Pulse Dialing Additional Applications Security Note Several of the features described in this chapter include configuring a telephone line to appear on more than one 3Com Business Telephone or 3Com Manager s Telephone For any of these features if one person is using a telephone line no one else can listen in on that same line from a different tel...

Page 88: ...the e mail message that contains the attached voice message you are not deleting the voice message on the NBX system To delete voice messages from the NBX system you must access your voice mailbox through the telephone or the NBX NetSet utility See Off Site Notification in Chapter 5 for a discussion of off site notification behavior Account Billing Codes Account Codes allow your administrator to t...

Page 89: ... Press Select 4 Dial the account code that has been assigned by your administrator and then press the key The NBX system records the account code and applies it to The next call if you activate the Account Codes feature before a call arrives at your telephone The current call if you activate the Account Codes feature during a call Caller ID Your administrator can set up your NBX system to allow fo...

Page 90: ...R For only the next single external outbound call that you dial Your administrator can configure your system so that CLIR is always active in which case you cannot change the CLIR settings on your telephone to override this option CLIR for All External Calls To enable CLIR All for all calls from your 3Com Manager s Telephone 1 Press the Features soft button 2 Scroll to CLIR All 3 Press Select The ...

Page 91: ...ure to answer a call that is ringing on another telephone This feature is best arranged in advance when you and another user know that it would be convenient or necessary to answer calls ringing on that user s telephone You can answer a call that is ringing on another telephone only if you and that user both are members of the same Call Pickup group or if that user is a member of a Call Pickup gro...

Page 92: ... telephone Group Call Pickup You can answer a call that is ringing on a group member s telephone To pick up a call from your 3Com Manager s Telephone 1 Pick up the handset 1 Press the Features soft button 2 Scroll to Pickup Group 3 Press Select 4 Dial the group number of the ringing telephone and press Using One Touch Pickup 1 Pick up the handset 2 Press the Access button that is assigned to Picku...

Page 93: ...atic Call Distribution ACD distributes calls to agents and queues the calls that have not been answered before a predetermined time expires The ACD also manages prerecorded announcements to callers manages individual ACD agents and groups of agents and provides database reports on both calls and agents Calls coming into ACD are distributed according to rules configured by the administrator An agen...

Page 94: ...p Membership ACD Groups 2 Select the ACD group to log out of 3 Click Logout Viewing ACD User Status Using the NBX NetSet Utility go to Group Membership ACD Groups to see each ACD group that you are a member of Click each column heading to arrange the information in ascending or descending order Extension Shows the extension number of the ACD group Click the extension number to view details about t...

Page 95: ...ion in ascending or descending order Extension Shows the extension number of each agent in the group First Name Shows the first name of each agent Last Name Shows the last name of each agent Rank Shows the order in which calls are routed to agents in the group Status Shows whether each agent is currently logged in or out of the ACD group State Shows which agents extensions have been locked in to t...

Page 96: ...the Extend Wrap Up Time once per call using Feature code 973 or by mapping an access button to this feature see User Button Mapping Hunt Groups Incoming calls ring to one member of the hunt group If that member s telephone is in use or if that member does not answer the call the system hunts for another member of the group until the call is answered or is forwarded to the group call coverage point...

Page 97: ...ial the group password and press To log out of a dynamic hunt group using your 3Com Manager s Telephone 1 Press the Features soft button 2 Scroll to Hunt Group Login Enabled 3 Press Select 4 Dial the group number 5 Dial the group password and press You or your administrator can configure a hunt group to an Access button To log in to or to log out of the hunt group press the specified Access button...

Page 98: ...ich you are a member 1 Go to Group Memberships Hunt Groups 2 Click the Login all button To log out of all hunt groups of which you are a member 1 Go to Group Memberships Hunt Groups 2 Click the Logout all button Calling Groups One type of hunt group is the Calling Group Calling groups allow an incoming call to ring simultaneously on all telephones in a group for example a customer service group To...

Page 99: ...outbound call When an agent receives a call from a customer on their Direct Inward Dial DID 3 party Conference calls The monitoring party counts as one of the parties in an NBX conference which supports up to four parties The supervisor must provide a password to access the agent s extension during these calls Your organization may be legally required to add an announcement to tell callers that th...

Page 100: ...roup can prevent individual calls from being monitored For more information on privacy see Call Privacy later in this chapter Agents must be defined as members of a supervisory monitoring domain This includes people who take a transferred call or answer one with call pickup Supervisors are people using the domain password to monitor the agent s call The supervisor must provide the password of the ...

Page 101: ...t s extension Press You can also press the Access Button if one is configured for Monitor and follow the prompts If the agent is valid and available you join the call either silently or with a tone announcing the call to the agent depending on system configuration Your display panel now shows options to Whisper Change Agent or Barge In The display panel on a 3Com 3103 Manager telephone also shows ...

Page 102: ...bled for you either silently or with a tone announcing the change depending on system configuration Your display panel now provides options to Monitor Change Agent or Whisper Change Agent While supervisory monitoring is enabled on a call a supervisor can change the agent being monitored To monitor a different agent in the same supervisory monitoring domain 1 Monitor the current agent s call 2 Pres...

Page 103: ... code 428 after answering an incoming call The administrator may also map Feature code 428 to one of your telephone system access buttons To activate Call Privacy using a 3Com Manager s Telephone 1 Press the Features soft button 2 Scroll to Call Privacy 3 Press Select The message CALL PRIVACY ON appears on the display panel to indicate that Call Privacy is enabled In the case of an incoming call C...

Page 104: ...t a time A supervisor cannot monitor a call where WhisperPage is being used For more information on using WhisperPage see WhisperPage later in this chapter If a customer or agent conferences in an additional caller or transfers parks or sends a call to voice mail a supervisor monitoring the call is dropped from the call If a customer or agent puts a call on hold before a supervisor attempts to mon...

Page 105: ...ne time before an initiated WhisperPage session becomes active Users listeners with whom you can initiate a WhisperPage session Users speakers who can initiate a WhisperPage session with you The NBX NetSet administrator can enable or disable the alert tone and specify the Decline Time which ranges from 0 to 9 9 seconds For additional tips and considerations on using WhisperPage see More About Whis...

Page 106: ...e if either the listener or the other party on the call invokes Transfer Park Conference or Forward to VM the WhisperPage session ends You can start up to two simultaneous WhisperPage sessions one or both on hold providing you have a line available for each session For additional tips and considerations on using WhisperPage see your system administrator Call Park Use Call Park to place a call in a...

Page 107: ... Press Select 4 Dial the park extension and press You can also park call by using Feature Code 444 or pressing an Access button assigned to Call Park To notify another user about the parked call From 3Com Manager s Telephones place a new telephone call to the user s extension or use the paging feature See Paging next for details To retrieve a parked call 1 Pick up the handset of any telephone on t...

Page 108: ...perform the following steps using your 3Com Telephone 1 Pick up the handset 2 Dial the appropriate paging code on your system 3 Speak the broadcast message into your handset and hang up Paging Zones A page zone is a subset of internal extensions to which you can direct a broadcast using a configured extension You can page a zone a P A Table 7 Paging Codes Feature 3 digit dial plan default codes 4 ...

Page 109: ...ak the broadcast message into your handset 4 Hang up 3Com Cordless Telephones 3Com Entry Telephones and analog telephones can initiate but cannot receive a zone page Configurable Operators The Configurable Operators feature gives a caller who is directed to voice mail the option of going to another destination You can configure your own operators for those who call your extension if the administra...

Page 110: ... successfully If you or the administrator do not configure operator destinations the system directs an operator bound caller to extension 501 Viewing Your Operator Permissions To find out if you have permission to configure operators 1 Log in to the NBX NetSet Utility and go to My Calling Privileges Call Permissions Your current permissions to configure the System Operator and the Personal Operato...

Page 111: ...ge to any telephone on your NBX system that has an MWI Retrieve button enabled Sending an MWI message turns on the light on the target telephone if it is not already lit and leaves your telephone number as a callback number You cannot send an MWI message to Telephones that do not have an MWI Retrieve button enabled or that have reached their MWI message limit 30 Remote NBX systems over external li...

Page 112: ...e sender You can also retrieve an MWI message with Feature 414 Deleting MWI Messages Press the MWI Retrieve button to turn off the MWI light until you receive another MWI message It does not delete the MWI message Messages remain in your list until you explicitly delete them or until the NBX system is rebooted Your telephone can store a maximum of 30 MWI messages When it is full it will reject new...

Page 113: ...ou can also press the Access Button if one is configured for MWI Cancel or use Feature 413 Dialing a Call to a Remote Office You can dial calls between sites in your organization that are separated geographically but that are linked by a Wide Area Network WAN connection Each site must have an NBX system Typical configurations are described in the next sections Using Unique Extensions In the sample...

Page 114: ...t followed by the extension at the site For example as shown in Figure 6 to call someone in Atlanta a user in Chicago dials the site code 62 and then the appropriate extension 1000 through 3999 To reach a user in Dallas a user in Chicago dials 63 and then the appropriate extension 1000 through 3999 The site code prevents conflicts between the remote extension number and a duplicated extension numb...

Page 115: ...lls that are made to the primary telephone s extension but you cannot make calls using the buttons that are associated with the primary telephone The administrator can create bridged extensions on Any 3Com Manager s Telephone Any 3Com Business Telephone A 3Com 2101 Basic Telephone if a 3Com Attendant Console is associated with it The administrator creates the bridged extension on the Attendant Con...

Page 116: ...oming analog telephone line that is mapped to more than one telephone Example The administrator programs maps a telephone extension to appear on both a manager s telephone and the assistant s telephone that is it is a bridged extension The administrator has also enabled the Delayed Ringing feature on the manager s telephone and has specified 4 rings a typical setting When a call comes in to the ma...

Page 117: ...m pulse to tone DTMF for the remainder of the call When you hang up the port you were using on the Analog Line Card reverts to pulse dialing mode You can also use Feature Code 891 to switch from tone to pulse dialing You or your administrator can map a button on your telephone so that you can press the button to change from pulse dialing to DTMF during a call When you hang up the port that you wer...

Page 118: ...ications are available on the NBX Resource Pack CD NBX Call Reports NBX TAPI Service Provider NBXTSP NBX Desktop Call Assistant Complement Attendant Software pcXset Soft Telephone NBX Media Driver Applications with a have been tested with Windows XP Home Edition and Windows XP Professional Edition ...

Page 119: ... in the next bulleted item New Messages Dial Tone When your voice mailbox has either new or unsaved messages and you pick up your handset you hear the New Messages Dial Tone a repeated short tone also called the stutter tone until you delete or save every message Your administrator can turn the New Messages Dial Tone on or off Feature Entry Tone When you lift the handset and press the Feature butt...

Page 120: ...l Call Forward Busy Call Forward No Answer These features are persistent that is each one remains active until you turn it off as described in Table 8 If you forget which of the persistent features you have activated on your telephone log in to the NBX NetSet Utility and go to My Calling Privileges Feature Settings See NBX NetSet Utility in Chapter 1 for information on how to log in to the NBX Net...

Page 121: ...ated the features that you want Table 8 NBX Feature Codes Feature Feature Code See Account Codes F 888 account code telephone number Account Billing Codes in Chapter 6 ACD Hunt and Calling Groups F feature code for the group group password Automatic Call Distribution Groups Hunt Groups and Calling Groups in Chapter 6 Automatic Callback F 469 hang up Using Automatic Callback in Chapter 4 Call Forwa...

Page 122: ...ll in Chapter 4 Direct Mail Transfer F 441 other person s extension hang up Direct Mail Transfer in Chapter 4 Do Not Disturb On Off F 446 Do Not Disturb in Chapter 5 Extend Wrap Up Time F 973 Extend Wrap Up Time in Chapter 6 Flash F 260 If your NBX system is connected to a Central Office by one or more Analog Line Card ports and if the CO provides your organization with a feature such as Call Wait...

Page 123: ...t Time in Chapter 1 Pulse to Tone Make or receive a call F 891 Bridged Extensions in Chapter 6 Redial F 401 Using the 3Com Telephone Display Panel in Chapter 4 Release F 111 Using a Headset in Chapter 5 Show Lists F 460 Displays lists for you to scroll through and select Speaker On Off F 104 Speak except 2101 and 3101 and listen without picking up the handset Speed Dial Personal List F personal sp...

Page 124: ...124 CHAPTER 7 FEATURE CODES ...

Page 125: ...s to increase call handling capability In many offices the Attendant Console is used by a receptionist or switchboard operator who is referred to in this guide as the receptionist Complement Attendant Software CAS A software application that allows a receptionist to answer and route calls using a personal computer Your administrator installs the Complement Attendant Software on your computer from ...

Page 126: ...istrator can assign features to each Access button Possible features include Status of internal telephone extensions busy available Status of external telephone lines Speed dials for User extensions Pager numbers Cellular telephone numbers Message Waiting Indicators MWI for Group mailboxes Phantom or personal mailboxes Time of Day Service Modes See your administrator for details Status of ACD Hunt...

Page 127: ...tern so that it can be retrieved from any other telephone on the system 5 Labels You can print labels for your Attendant Console using the LabelMaker utility in the NBX NetSet utility or on the NBX Resource Pack CD 6 Label cover tabs Allow you to unsnap the plastic cover to insert labels 7 Access buttons A light next to each button indicates whether the line is available or in use or whether assig...

Page 128: ...onsole Figure 8 3Com 1105 Attendant Console 1 Access buttons A light next to each button indicates whether the line is available or in use or whether assigned features are enabled Status indicator lights show the following 2 Shift button Enables you to toggle between the two sets of button assignments on the Console Press the Shift button for assignments 1 through 50 Press Shift again for assignme...

Page 129: ...Transfer in Chapter 4 6 Call Park button Places a call in a holding pattern so that it can be retrieved from any other telephone on the system See Call Park in Chapter 6 7 Hold button Places a caller on hold See Putting a Call on Hold in Chapter 4 Attendant Console Labels To create print and save labels for your Attendant Console see Printing Labels in Chapter 5 Opening the 3105 Attendant Console ...

Page 130: ... your personal computer the Complement Attendant Software displays your telephone directory in a series of tabs Each tab sorts the directory by a different type of information for example by last name by department or by extension When you answer a call using the Complement Attendant Software you can select a user from the directory and transfer the call to that user ...

Page 131: ... status and call duration for all of the calls that are currently present on your phone There can be more than one call shown in the call list The number of calls in the list corresponds to the number of calls that currently exist on your phone The maximum number of calls that can be displayed in the call list is dependent on the number of access lines that are assigned to your phone By default th...

Page 132: ...endant Software see the Help system in the software Table 10 Attendant Software Command Buttons Button Purpose Answer Release Answers an incoming call or releases an active call Hold Unhold Places a caller on hold and removes a caller from being on hold and returns to the call Park Places a call in a holding pattern so that it can be retrieved from another telephone on the system Transfer Forwards...

Page 133: ...nnection for an AC power adapter Network connection Connects the device to the network A powered Ethernet cable that conforms to the Power over Ethernet IEEE 802 3af standard is acceptable for 3Com 3100 Entry Telephones 3Com 3101 Basic Telephones 3Com 3102 Business Telephones 3Com 3103 Manager s Telephones 3Com 3105 Attendant Consoles Older 3Com telephones that include PE in the part number Switch...

Page 134: ...r Your telephone will not work unless it is connected properly Ask your administrator if you have questions about your telephone connection The underside of a 3Com Telephone or attendant console includes 1 AC power adapter connection 2 Ethernet connector for connection to the LAN 3 Ethernet connector for an optional connection to your desktop computer Not on 3100 4 Handset connector 5 Headset conn...

Page 135: ...evices 3Com 3105 Attendant Console 3Com 3103 Manager s Telephone Figure 11 Figure 12 and Figure 13 show the 3Com 3102 Business Telephone The instructions apply to all of these devices Figure 11 Attaching the Support Bracket 1 Bracket 2 Mounting supports 3 Cable management clamps To attach the support bracket snap the bracket into the mounting supports on the bottom of the telephone After you conne...

Page 136: ...tab rotate the bracket to the position that you want and then release the lock tab Figure 13 Wall Mounting 1 Bottom supports When you mount a device on a wall attach the support bracket and adjust it so that the bottom of the support bracket rests against the bottom supports on the device Safe wall mounting requires 3 4 inch drywall and 1 5 inch drywall screws ...

Page 137: ...o unplug the telephone before you clean it could result in electrical shock Troubleshooting Problems Table 11 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 11 Possible Problems Possible Problem Suggested Solutions My telephone has no dial tone The display pa...

Page 138: ...l shows All Ports Busy No outside lines are available Try again in a few minutes After I call another user in my organization I hear a tone but no ringing The other user may have the Hands Free Active on Intercom feature enabled Begin speaking after you hear the tone For details see Using Hands Free Active on Intercom Chapter 5 On my 3Com Business Telephone or 3Com Manager s Telephone all incoming...

Page 139: ... group to which the ringing telephone belongs does not allow nonmember pickup See Call Pickup in Chapter 6 My telephone keeps ringing after I pick up the handset 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 electr...

Page 140: ...140 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE ...

Page 141: ...ction 61 automatic telephone relocation 65 B barge in 102 billing and account codes 88 blocking internal and external ID 89 unauthorized outbound calls 82 bracket 3103 telephone support 135 branch offices calling 113 bridged extensions 115 116 broadcasting announcements 107 108 busy line call forwarding 47 button mapping introduction 66 notes 71 table of 67 buttons 1105 Attendant Console 128 3103 ...

Page 142: ...S computer screens and tabs 131 features 130 introduction 125 keyboard shortcuts 132 Conference button 3103 Manager s Telephone 21 conference calls add feature code 122 adding parties 56 drop feature code 122 dropping last party 57 introduction 55 configurable operators 109 confirmation tone 119 connecting a headset 3102 Business Telephone 84 connecting telephones 65 137 caution RJ 45 versus RJ 11...

Page 143: ...sword change 123 password set initially 123 pulse to tone 123 show lists 123 speaker ON OFF 123 speed dial system wide lists 123 speed dial personal lists 123 whisperpage 123 wrap up time 123 feature codes 119 Feature Codes Guide in NBX NetSet utility 13 feature entry tone 119 feature settings Call Forward All 47 Call Forward Busy 47 Call Forward No Answer 47 CLIR All 90 Do Not Disturb 81 82 Forwa...

Page 144: ...personal voice mail group lists 37 personal voice mail group lists 35 printing speed dials 75 locking your telephone blocking unauthorized calls 82 button mapping 69 feature code 123 off site notification restriction 78 logs on 3Com telephone display panel answered calls 44 dialed calls 44 missed calls 44 long distance calls preventing 82 M mail group lists personal 35 system 35 mailboxes greeting...

Page 145: ... retrieving a parked call 107 password change feature code 123 set initially feature code 123 passwords changing in the NBX NetSet utility 16 changing on the telephone 28 forgotten 28 30 security tips 29 permissions allowed calls 83 viewing your call permissions 83 persistent features 120 personal greeting changing 29 selecting 29 setting the first time 14 personal speed dial button mapping 70 per...

Page 146: ...e Complement Attendant CAS 130 sound volume 3103 Manager s Telephone 21 Speaker button 3103 Manager s Telephone 21 speaker ON OFF feature code 123 speaker phone 3103 Manager s Telephone 21 problems with 138 using 46 volume 64 speed dial personal lists feature code 123 system wide lists feature code 123 Speed Dial buttons 3103 Manager s Telephones 23 speed dials One Touch 74 personal speed dial num...

Page 147: ...ups 35 indicators 30 initializing 13 listening remotely 31 listening to messages 30 maximum message length 28 password security tips 29 personal group lists creating and modifying 37 private messages 38 problems with 138 replying to 33 retrieving from a remote location 31 sending 34 setting up 13 urgent messages 39 volume control buttons 3103 Manager s Telephone 21 volume settings 63 feature codes...

Page 148: ...148 INDEX ...