3Com VCX V7000, Manager'S Manual

Page 1: ...http www 3com com Part Number 900 0401 01 Rev AC Published March 2007 VCX Manager s Telephone Guide VCX V7000 IP Telephony Solution System Release 7 1...

Page 2: ...le named LICENSE TXT or LICENSE TXT If you are unable to locate a copy please contact 3Com and a copy will be provided to you UNITED STATES GOVERNMENT LEGENDS If you are a United States government age...

Page 3: ...V7000 MANAGER S TELEPHONE MODEL 3103 Telephone Buttons and Controls 16 Access Buttons 19 Status Lights for Access Buttons 20 Feature Options 20 Display Panel Contrast 23 3 BASIC TELEPHONE OPERATION L...

Page 4: ...Transfer 37 Attended Transfer 38 Serial Transfer 38 Mapped Button Method 38 Serial Transfer Feature Code Method 39 Muting Calls 39 Mute Ringer 39 Activating Do Not Disturb 40 Activating Malicious Call...

Page 5: ...bers 63 Call Forwarding 64 Call Forward No Answer 65 Call Forward Busy 65 Call Forward All 65 Call Park 66 Paging 68 Paging a Group 68 Call Pickup 69 Directed Call Pickup 69 Group Call Pickup 70 Call...

Page 6: ...96 Call Pickup and Bridged Line Calls 97 Attendant Console and Bridged Line Calls 97 Hunt Groups and Bridged Line Calls 97 Message Waiting Indication and Bridged Line Calls 97 Personal Speed Dial Acc...

Page 7: ...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 correc...

Page 8: ...s 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 pres...

Page 9: ...Quick Reference Guide VCX Basic Telephone Guide VCX Business Telephone Guide VCX Manager s Telephone Guide VCX Security Guide The following documents are a part of the IP Messaging Module IP Messaging...

Page 10: ...Analog Gateways V7111 Analog Fast Track Installation Guide Version 4 8 V7111 Analog User Guide Version 4 8 V6000 Analog Fast Track Installation Guide Version 4 8 V6000 Analog User Guide Version 4 8 C...

Page 11: ...eral 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 Configu...

Page 12: ...elephone 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 softwar...

Page 13: ...d 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 fol...

Page 14: ...king calls and putting a call on hold is described in Chapter 3 Features that must be configured such as speed dialing and call forwarding are described in Chapter 5 Feature codes are described in Cha...

Page 15: ...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...

Page 16: ...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 mail...

Page 17: ...ht Button Displays a list of Advanced Settings that provides users access to configure the phone to the call processor server Settings include Set Primary PBX IP sets the primary IP address of the cal...

Page 18: ...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...

Page 19: ...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 th...

Page 20: ...incoming and outgoing calls indicates the status as shown in Table 3 Table 3 Status Lights for Access Buttons If the light is The line is Off Available for use Steady In use Feature Options Your Manag...

Page 21: ...s See Chapter 5 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...

Page 22: ...hen 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 Grou...

Page 23: ...ast 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...

Page 24: ...24 CHAPTER 2 VCX V7000 MANAGER S TELEPHONE MODEL 3103...

Page 25: ...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 Using a...

Page 26: ...this format and time zone location of your phone through the VCX User Interface See VCX User Interface Overview and the VCX User Interface online Help If you do not hear a dialtone and the Display Pan...

Page 27: ...ou want to replace press the Delete 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 P...

Page 28: ...the Speaker button If you have enabled Handsfree Active on Intercom you can simply speak to answer internal calls If your phone includes multiple access lines press the Access button for the line on w...

Page 29: ...tbound calls external or to another company site a phone can make Ask your administrator if any calling restrictions have been implemented on your phone system Making Internal Calls To dial an interna...

Page 30: ...ccess buttons is configured to access an external line directly you can press that button 2 Dial the number Or use the display panel on a 3Com Telephone to scroll to Placed Calls Received Calls or Mis...

Page 31: ...gured to prevent long distance telephone calls You may however need to place a long distance call during a meeting If the permissions included with the Class of Service on your phone allow long distan...

Page 32: ...ng 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 a...

Page 33: ...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 n...

Page 34: ...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 incre...

Page 35: ...ccess buttons to Headset Click Save 5 On the 3103 phone press the Headset access button you assigned 6 Verify that the indicator light next to the Headset button comes on To answer a call when you are...

Page 36: ...To return to the call press the corresponding Left button Use the scroll buttons to locate the call if necessary Music on Hold If configured by the administrator callers on hold hear music while they...

Page 37: ...ne 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 y...

Page 38: ...ed to transfer is now on hold Return to the original caller 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 on hook butt...

Page 39: ...to the attendant Muting Calls 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 mo...

Page 40: ...all coverage point is set through the VCX User Interface see Chapter 6 When your telephone is in Do Not Disturb mode An incoming call does not cause your phone to ring If you are logged in to multiple...

Page 41: ...l 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 Fe...

Page 42: ...42 CHAPTER 3 BASIC TELEPHONE OPERATION...

Page 43: ...es 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 i...

Page 44: ...the Features soft button 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 En...

Page 45: ...l 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 Or 455 security code destination See Directe...

Page 46: ...e Muting Calls Mute Ringer Feature 489 See Mute Ringer OK Feature 120 Displays OK in the Display Panel Used to make a call without waiting for the call completion time out value to expire Password Sto...

Page 47: ...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 Bar...

Page 48: ...r an attended transfer see Transferring a Call Transfer to Voice Mail Enable Disable Feature 440 Or 440 When enabled transfers all calls to the voice mail See Forwarding Calls to Voice Mail Transfer t...

Page 49: ...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 a...

Page 50: ...50 CHAPTER 4 FEATURE CODES...

Page 51: ...his 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 Phone Settin...

Page 52: ...hat is the oldest call appears first and the most recent call appears last 4 If you want to call a listed name press the Dial soft button when the indicator is beside the name 5 To return to the main...

Page 53: ...phone 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...

Page 54: ...bling the appropriate feature To change the current setting using the VCX User Interface 1 Log into the VCX User Interface and select My Extensions and then select the Button Mappings tab 2 Select the...

Page 55: ...the conference originator 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...

Page 56: ...cascaded conference by initiating a conference call to another party or parties Those parties in turn can initiate another cascaded conference For example phone P1 originator calls phones P2 P3 P4 P5...

Page 57: ...y non conference call Camping on a Busy Extension The Camp On feature allows you a call to a busy or an unanswered internal telephone and then be automatically called back when the destination phone b...

Page 58: ...all your phone s settings It is possible for an administrator to lock an extension to a particular phone If this is the case you cannot program the phone to use your extension To transfer your phone s...

Page 59: ...oup calls go to your voice mailbox However Hunt Group calls always ring on a member s phone regardless of your personal phone setting To forward incoming calls to your voice mailbox for a Manager s ph...

Page 60: ...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...

Page 61: ...speed dial number using the Feature soft button and the Speed Dial menu 1 Press Feature 410 The Main menu appears 2 Press 3 to access the Speed Dial menu The Display Panel lists the first speed dial...

Page 62: ...t to change 3 Press the Change soft button and then press the Delete soft button to delete part or all of the number 4 Enter the new number and press the Enter soft button to complete the change Press...

Page 63: ...one 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 di...

Page 64: ...want the calls forwarded Busy Line Redirects incoming calls to another destination when your phone is busy If you have multiple lines busy means that all lines are in use You can forward all calls th...

Page 65: ...To disable Call Forward Ring No Answer repeat step 1 Call Forward Busy To forward your calls to another extension when all your lines are busy 1 Press the Features soft button 2 Scroll to Call Forwar...

Page 66: ...ough 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...

Page 67: ...to park a call using the Call Park feature code 1 While you are on a call press Features 444 The assigned Call Park extension number dis plays in the Display Panel 2 Press Enter or to complete the Ca...

Page 68: ...wing 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 br...

Page 69: ...s 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...

Page 70: ...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...

Page 71: ...s If a supervisor attempts to monitor an agent s extension the supervisor phone LCD will display the error message no calls to supervise if The agent is not logged in The agent is not on a call The ag...

Page 72: ...ding on who is connected Monitoring a Call 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 admi...

Page 73: ...ll 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 du...

Page 74: ...e 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 t...

Page 75: ...s 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 ex...

Page 76: ...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 w...

Page 77: ...to whom the last call was routed If the call is not answered the call rings at the phone of the next member in the group list For example if A B C and D are all available and member B received that l...

Page 78: ...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...

Page 79: ...This section describes how participation in a hunt group interacts with other VCX phone features Note the following considerations A hunt group member that is logged into a hunt group then initiates...

Page 80: ...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...

Page 81: ...72 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 t...

Page 82: ...82 CHAPTER 5 STANDARD FEATURES...

Page 83: ...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...

Page 84: ...art a VCX User Interface provisioning session To log in to the VCX User Interface 1 In your web browser s address bar enter the VCX User Interface web address and press Enter 2 On the 3Com VCX V7000 N...

Page 85: ...ss information that you can modify as necessary Also enables you to change the language type and the size of the font used in your telephone s Display Panel Web Login Allows you to change the password...

Page 86: ...n 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 See Ass...

Page 87: ...ine phone 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 appe...

Page 88: ...e 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 r...

Page 89: ...ccess 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 becom...

Page 90: ...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 f...

Page 91: ...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 fo...

Page 92: ...e 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 exten...

Page 93: ...secondary phone 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 ha...

Page 94: ...ary 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 secon...

Page 95: ...condary phone has Hands Free enabled only calls made to the secondary s phone extension are answered Hands Free Calls to primary phone are not answered Hands Free on the secondary phone they appear as...

Page 96: ...e Or a call connected on a SA line can be transferred from the SA line to its BSA line A secondary phone user however can only transfer a call from an SA line to BSA line but cannot transfer a bridged...

Page 97: ...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...

Page 98: ...l numbers that you can assign Using the Call feature provides an additional three personal speed dial numbers you can assign Logging Out To log out of the VCX User Interface follow these steps 1 From...

Page 99: ...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 dev...

Page 100: ...utton assignment does not become effective until either the Attendant Console is rebooted or the phone registration interval elapses The default registration interval is one hour 3600 seconds Status o...

Page 101: ...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 han...

Page 102: ...ur 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 fo...

Page 103: ...label 9 Click the Print button at the top of the LabelMaker screen to open the Print dialog Specify which page you want to print Typically the default is to print all pages 10 Click Print 11 Cut out...

Page 104: ...ator 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 104 CHAPTER 7 31...

Page 105: ...hapter 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 Cl...

Page 106: ...king sheet that is shipped with the device 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 Ether...

Page 107: ...lephone 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 con...

Page 108: ...nt Console 3Com 3103 Manager s Telephone Figure 6 Figure 7 and Figure 8 show a 3102 Telephone The instructions apply to all telephones Figure 6 Attaching the Support Bracket 1 2 3 To attach the suppor...

Page 109: ...ng the Articulating Support Bracket 109 Figure 7 Adjusting the Support Bracket 1 To adjust the support bracket press to release the lock tab 1 rotate the bracket to the position that you want and then...

Page 110: ...Telephone 1 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 t...

Page 111: ...cation 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 administrato...

Page 112: ...nd 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 p...

Page 113: ...t up speed dialing For details see Speed Dialing 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 th...

Page 114: ...114 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE...

Page 115: ...p 69 feature interaction 70 call waiting 60 Caller ID sending or blocking 53 caller ID controlling 91 calling Hunt Group 77 calls answering 28 answering a second call 37 answering for a group 69 answe...

Page 116: ...ee using 34 headset retuning after a long delay 35 using 3102 3103 phone only 35 holding a call 36 Hunt Groups access numbers 76 calling 77 circular 77 feature code 80 feature interaction 79 linear 77...

Page 117: ...peed dials problems with 113 support brackets 3103 attaching 108 3105 attaching 108 system speed dials 60 T telephone support brackets 3103 108 3105 108 telephones cleaning 112 connecting 106 logging...

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