NBX Entry Telephone Guide ® NBX Networked Telephony Solutions System Release 6.0 Part Number 900-0338-01 Published July 2006 http://www.3com.
3Com Corporation 350 Campus Drive Marlborough, MA 01752-3064 Copyright © 1998–2006, 3Com Corporation. All Rights Reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from 3Com Corporation.
CONTENTS ABOUT THIS GUIDE How to Use This Guide 10 Conventions 10 Documentation 11 Comments on the Documentation 1 11 GETTING STARTED Setting Up Your Password and Voice Mail for the First Time NBX NetSet Utility 15 Starting the NBX NetSet Utility 16 Navigating the NBX NetSet Utility 17 Setting Your Accessibility Options 17 Quick Reference Guide 17 2 3COM 3100 ENTRY TELEPHONE Telephone Buttons and Controls Hook Switch Features 21 Hold a Call 21 Transfer a Call 21 Conference Calls 21 3 13 20 NBX MESS
Listening from Your 3Com Telephone 27 Listening from Any Internal 3Com Telephone 27 Listening from an External Location 27 Managing Your Messages 28 Information About Your Messages 28 Replying to a Message 29 Forwarding a Message 29 Creating and Sending a Message 30 Using Voice Mail Group Lists 31 Viewing System Groups 31 Creating Personal Groups 31 Modifying or Deleting Personal Groups 33 Marking a Message as Private or Urgent 34 Other Ways to Manage Your Voice Mail Messages 35 Other Kinds of Mailboxes
Establishing a Conference Call 48 Disconnecting the Last Person That You Called More About Conference Calls 49 Using Camp On 49 Initiating Camp On With Call Transfer 50 Initiating Direct Camp On 51 More About Camp On 51 Using Automatic Callback 53 Initiating Automatic Callback 53 More About Automatic Callback 53 Setting the Volume 54 5 49 PERSONALIZING YOUR TELEPHONE Guidelines About Features on NBX Telephones 57 Ringer Tones 58 Speed Dials 58 Personal Speed Dials 58 System-wide Speed Dials 59 Printin
Calling Line Identity Restriction (CLIR) 73 Call Pickup 74 Directed Call Pickup on a Specific Telephone 75 Group Call Pickup 75 Automatic Call Distribution Groups, Hunt Groups, and Calling Groups Automatic Call Distribution 76 Hunt Groups 78 Calling Groups 80 Group Membership 81 Supervisory Monitoring 81 Agent Role for 3Com Entry and Analog Telephones 82 Supervisory Monitoring Terminology 82 Call Privacy 83 WhisperPage 84 Starting a WhisperPage Session 85 More About WhisperPage 85 Call Park 86 Paging 87
Using Feature Codes A 99 TELEPHONE INSTALLATION AND MAINTENANCE Connecting the Telephone 103 Attaching the 3100 Support Bracket Desktop Position 105 Wall-Mount Position 106 Moving Your Telephone 106 Swapping Telephones 106 Cleaning Your Telephone 107 Troubleshooting Problems 107 INDEX 105
ABOUT THIS GUIDE This guide is intended for anyone using: ■ 3Com® Entry Telephones It includes information about using the NBX Voice Mail system and the NBX NetSet™ administration utility for personal telephone settings. Devices documented in this guide include: ■ Telephones ■ 3Com 3100 Entry Telephone 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.
ABOUT THIS GUIDE How to Use This Guide Conventions Table 1 shows where to look for specific information in this guide.
Documentation 11 Table 3 lists conventions that are used throughout this guide. Table 3 Icons Icon Documentation Type Description Information note Information that describes important features or instructions. Caution Information that alerts you to potential loss of data or potential damage to an application, system, device, or network. Warning Information that alerts you to potential personal injury.
ABOUT THIS GUIDE ■ Page number As always, please address all questions regarding the NBX hardware and software to your 3Com NBX Voice-Authorized Partner.
1 GETTING STARTED As soon as you are given a telephone and extension number, you need to set up a password and record your name announcement and personal greeting. This chapter covers these topics: ■ Setting Up Your Password and Voice Mail for the First Time ■ NBX NetSet Utility ■ Quick Reference Guide For how to access NBX® features from an analog telephone, set your password as described next and then see the NBX Feature Codes Guide in the NBX NetSet™ utility.
CHAPTER 1: GETTING STARTED Table 4 Setting Your NBX NetSet Utility and NBX Messaging Password Feature 3Com Phones Analog Phones Password — Set Initially If your system uses NBX Messaging, follow the NBX Message button and 500 ** and follow the voice prompts to set your NBX password (which is the follow the voice prompts voice prompts same for the NBX NetSet utility and voice messaging) OR use the NBX NetSet utility, described next.
NBX NetSet Utility 15 Table 4 Setting Your NBX NetSet Utility and NBX Messaging Password (continued) Feature 3Com Phones Analog Phones Password — Set Initially 500 ** and follow the If your system uses NBX Messaging, follow the NBX Message button and follow the voice prompts voice prompts voice prompts to set your NBX password (which is the same for the NBX NetSet utility and voice messaging) OR use the NBX NetSet utility, described next.
CHAPTER 1: GETTING STARTED ■ User — As a telephone user, you log in to the NBX NetSet utility with your own system ID (your extension) and password to: ■ ■ ■ ■ View and change your telephone’s personal settings, such as speed dials, ringer tone, accessibility options, and specify where you want your calls to go when you cannot answer them (your call coverage points). Listen to and delete your voice messages from your computer as an alternative to managing calls on your telephone.
Quick Reference Guide Navigating the NBX NetSet Utility 17 Once you log in to the NBX NetSet utility, you can easily locate the information you need to use your NBX telephone features. Start by clicking the category you want in the left-hand column. Tabs indicating the specific topics for this category appear at the top of the NBX NetSet window. To display a particular topic, click its associated tab. You can also quickly access any of the frequently used topics from the Favorites menu.
CHAPTER 1: GETTING STARTED
2 3COM 3100 ENTRY TELEPHONE This chapter describes the buttons, controls, and features on the 3Com® 3100 Entry Telephone. The chapter covers these topics: ■ Telephone Buttons and Controls ■ Hook Switch Features 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.
CHAPTER 2: 3COM 3100 ENTRY TELEPHONE Telephone Buttons and Controls Figure 1 shows the buttons and controls on the 3Com 3100 Entry Telephone. Figure 1 3Com 3100 Entry Telephone 1 8 7 2 3 4 6 5 1 Message Waiting Indicator (MWI) for Voice Mail— When lit, indicates that you have one or more new voice mail messages in your voice mailbox. Also, this indicator flashes when your telephone rings. 2 Telephone key pad 3 Feature button — Allows you to access a large number of telephone features.
Hook Switch Features 21 6 Volume down — Lowers the volume of the ringer or the handset. See “Setting the Volume” in Chapter 4. 7 Hook switch (under the handset) — Pressing and releasing the hook switch gives you a dial tone. Quickly pressing and releasing gives you access to hook switch features. See “Hook Switch Features” below.
CHAPTER 2: 3COM 3100 ENTRY TELEPHONE ■ Follow these rules for timing the press and release of the hook switch: ■ ■ ■ If you press and then release the hook switch too quickly, the system ignores the signal. If you press and then hold the hook switch for too long, the system interprets that you have hung up and returns you to dial tone. Therefore, press and hold the hook switch for approximately one half second before you release it and move to the next step in the feature code sequence.
3 NBX MESSAGING This chapter describes the NBX® Networked Telephony Solutions voice messaging features.
CHAPTER 3: NBX MESSAGING greeting-only, and phantom mailboxes. See “Setting Up Your Password and Voice Mail for the First Time” in Chapter 1 for details. (Your administrator creates group mailboxes and their passwords.) Changing Your Password ■ For changes to passwords and greetings, see “Changing Your Password” and “Changing Your Name Announcement and Personal Greetings” later in this chapter. ■ The default setting for the maximum length of each voice mail message on the system is 5 minutes.
Changing Your Name Announcement and Personal Greetings Security Tips Changing Your Name Announcement and Personal Greetings 25 ■ Change your password often. ■ Do not use passwords that can easily identify you, such as your phone extension or birth date. ■ Avoid simple passwords such as 1234 or 0000. ■ Use numbers only; do not use letters, *, or # as part of your password. ■ Longer passwords are more secure. You can use up to 10-digits for your password. ■ Never tell your password to anyone.
CHAPTER 3: NBX MESSAGING 3 Select a greeting. a Click Select to choose the greeting as the active greeting. b Click on the greeting identifier in the Number column to hear the greeting. c Click Delete to delete the greeting. You cannot delete greeting number 1; you can re-record it through the phone. d Click Apply to apply your changes or Reset to deselect the active greeting. If you forget your password, the administrator can set it to be your extension number.
Listening to NBX Messages Listening from Your Computer 27 To listen to your messages from your computer, you must have a way of playing audio files: ■ A USB audio device such as a USB headset and an operating system that supports USB OR ■ A sound card, an application such as Windows Media Player, and either headphones or speakers 1 Log in to the NBX NetSet utility with your extension and password. 2 Go to My Messages > Voice Mailbox and select a message. 3 Click Listen.
CHAPTER 3: NBX MESSAGING ■ If you call the main telephone number of your organization and: ■ ■ Managing Your Messages The Automated Attendant answers — Press ** during your personal greeting. At the prompts, enter your extension and password, and press *. The receptionist answers — Ask to be transferred to your voice mail. Press * during your personal greeting. At the prompts, enter your extension and password, and press #.
Replying to a Message Replying to a Message 29 You can send a reply to a voice mail message, provided that the NBX system has received the necessary caller ID information. If you receive a message that is marked Private, you can reply to the originator, but you cannot forward the message to others. To reply to a message after you listen to it: 1 Press 4. If the message has been sent to more than one person, press 1 to reply only to the sender or press 2 to reply to all of the recipients.
CHAPTER 3: NBX MESSAGING Press * to cancel your message. 5 When you are ready to forward the message, press 1. 6 Dial one of these destination numbers plus #: ■ The internal extension or mailbox number of the recipient ■ A speed dial number. See “Speed Dials” in Chapter 5. ■ A voice mail group list number. (See “Using Voice Mail Group Lists” later in this chapter.) ■ A site code plus extension (to send to a user on another NBX system in your organization).
Using Voice Mail Group Lists 31 ■ A speed dial number. See “Speed Dials” in Chapter 5. ■ A voice mail group list number. (See “Using Voice Mail Group Lists” later in this chapter.) ■ A site code plus extension (to send to a user on another NBX system in your organization). Example: neee or neeee (where n = one or more site code digits and e = the extension digits on the other system) For valid site codes in your organization, see your administrator.
CHAPTER 3: NBX MESSAGING To create a personal voice mail list through the telephone: 1 Log in to your mailbox at your telephone or remotely. 2 Dial 9 for Mailbox Options. 3 Dial 3 for Group Lists, and then 2 for Create Group. 4 Dial a 2-digit number, 01–99, which becomes the Group Number. 5 After the tone, speak a name for the group, and press #.
Using Voice Mail Group Lists 33 4 Enter a Name for the new group. 5 Enter any VPIM extensions in the VPIMs box. 6 Select members from the Non-Members list and move them to the Members list by clicking the left arrow. 7 Click Apply and OK to complete the list. Modifying or Deleting Personal Groups You can review your Personal Voice Mail Groups, add members, or delete a group from the telephone or from the NBX NetSet utility.
CHAPTER 3: NBX MESSAGING 6 When you have added or deleted all of the destination numbers, press: ■ 1 to save the modified group list ■ 2 to cancel this modification to the group ■ ** to return to the previous menu OR hang up. To review or modify a Personal Voice Mail Group from the NBX NetSet utility: 1 Log in the NBX NetSet utility and go to NBX Voice Mail Settings > Personal Group List. You see a list of your current personal voice mail groups. 2 Select the group to review or modify.
Other Ways to Manage Your Voice Mail Messages ■ 35 Urgent Messages — Places the message at the beginning of the recipient’s message queue. Urgent messages are heard first. 1 Follow the steps in “Replying to a Message”, “Forwarding a Message”, or “Creating and Sending a Message” earlier in this chapter. 2 In step 4 of those instructions, press 9. 3 To mark the message Urgent, press 1. To mark the message Private, press 2. 4 To send the marked message, press 1, or listen to the prompts for other choices.
CHAPTER 3: NBX MESSAGING ■ If you are the administrator, you can create a greeting-only mailbox and use the personal greeting to post information for employees, such as a notice that the offices are closed because of bad weather. When you create the personal greeting, remember to tell callers that they cannot leave messages in this voice mailbox. For instructions on changing the personal greeting, see “Changing Your Name Announcement and Personal Greetings” earlier in this chapter.
Other Kinds of Mailboxes 37 assigns to the appropriate sales people the ability to listen to, forward, or otherwise handle all messages that are directed to the group mailbox.
CHAPTER 3: NBX MESSAGING
4 STANDARD FEATURES This chapter describes standard features of the NBX® Telephones.
CHAPTER 4: STANDARD FEATURES to specify where you want the call to go, see “Forwarding Incoming Calls” later in this chapter. Dialing a Call An Internal Call This section describes standard dialing features. For information on dialing from an analog telephone, see the NBX Feature Codes Guide in the NBX NetSet utility. To dial an internal call: 1 Pick up the handset. You hear the dial tone. 2 Dial the person’s 3-digit or 4-digit extension. 3 When you are finished, hang up the handset.
Forwarding Incoming Calls Call Coverage Points Condition to Forward Calls 41 Your call coverage points are the destinations you forward your calls to when you do not answer. They can be telephone extensions or external telephone numbers, your voice mail box, or an automated attendant. You can choose when to forward calls: ■ Default — Forwards unanswered incoming calls to your default call coverage point after a specified number of rings if you have not specified another condition.
CHAPTER 4: STANDARD FEATURES FWD MAIL, Forward to Mail, Forward All Calls to Voice Mail, and Forward All Calls to VM. When Forward to Mail is in effect, your telephone rings once before forwarding the call to your default call coverage point. On a 3Com Entry Telephone: 1 Pick up the handset. 2 Press Feature + 440. 3 To turn off FWD MAIL, pick up the handset and press Feature + 440 again. To set your default call forwarding destination, use the NBX NetSet utility. See “Default” later in this section.
Forwarding Incoming Calls 43 Call Forward Busy To set Call Forward Busy: 1 Pick up the handset, and press Feature + 467. 2 Dial the number that you want to forward calls to and press # . 3 To turn off Call Forward Busy, pick up the handset and press Feature + 467 again. Call Forward All To set Call Forward All: 1 Pick up the handset, and press Feature + 465. 2 Dial the number that you want to forward calls to and press # . 3 To turn off Call Forward All, pick up the handset and press Feature + 465 again.
CHAPTER 4: STANDARD FEATURES 3 Select the call coverage point: ■ If you select Forward to voicemail box, the caller can leave a message. ■ If you select Forward to phone number, enter that extension or external phone number in the box. The number that you choose may be limited by your call permissions. To view your permissions, go to My Calling Privileges > Call Permissions.
Forwarding Incoming Calls 45 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 external phone number you specify in the box.
CHAPTER 4: STANDARD FEATURES Putting a Call on Hold ■ If Call Forward No Answer is enabled and Call Forward All and Do Not Disturb are not enabled, all calls received when this extension is not busy are forwarded to the Call Forward No Answer destination after the specified number of rings. All other feature settings are ignored.
Direct Mail Transfer Announced (Screened) Transfer 47 Before you complete a transfer, you can announce to the recipient that you are transferring a call. The recipient can then decide whether to take the call. To announce a transfer: 1 While on a call, press and release the hook switch. The system places the caller on hold and selects a new line. 2 Dial the number to which you want to transfer the call. 3 When the recipient answers, announce the call.
CHAPTER 4: STANDARD FEATURES Establishing a Conference Call Depending on the type of telephone you have, you can establish a Conference Call with up to four parties, including yourself. You must be using a telephone on the NBX system to establish the call. The other one to three parties can be any combination of internal and external parties.
Using Camp On Disconnecting the Last Person That You Called 49 Use the Conference Drop feature to disconnect the last person that you add to a conference call. This feature is helpful if, when you add a party, your call is answered by someone else. ■ Only the person who added the last caller to the conference call can drop that caller. On a 3Com Entry Telephone or a telephone that does not have a button programmed for Conference Drop: 1 Press Feature + 431.
CHAPTER 4: STANDARD FEATURES Example 1: Camp On With Call Transfer The user at extension 1001 calls the user at extension 1002, who then transfers the call to extension 1003. But the user at extension 1003 is on another call. (The display panel of the extension 1002 telephone shows “On Another Call.”) So the user at extension 1002 initiates the Camp On call, and then hangs up. The user at extension 1001 remains on hold while the user at extension 1003 hears a tone that indicates a caller is camped on.
Using Camp On 51 When the party on the destination extension becomes available, the camped on call rings on the destination extension. Or, if the destination party remains unavailable and the Camp On Return Interval expires, the call is returned to you. See “More About Camp On” later in this chapter. ■ Initiating Direct Camp On 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.
CHAPTER 4: STANDARD FEATURES ■ 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. ■ An extension can only have one Camped On call in its queue. If another Camp On attempt is made to this extension, a Fast Busy tone (indicating Camp On not allowed) is received at the telephone attempting to initiate the Camp On.
Using Automatic Callback Using Automatic Callback 53 Automatic Callback allows you to request a call back ring from a destination extension that is in use or unanswered. The NBX system attempts to connect you when the called party at that extension becomes available. On an NBX telephone, the Automatic Callback feature is helpful when: ■ The person you are calling is on another call and you want the system to generate a call back ring as soon as this person is available.
CHAPTER 4: STANDARD FEATURES for a call back. The range for this timer is 1 minute to 24 hours with the default being 12 hours. If the Callback is not received within this time, the system cancels the Callback. ■ An extension can have up to five Automatic Callback requests assigned to it. Return call backs are generated in the order that they were received (FIFO).
Setting the Volume 55 ringing, until the volume is at the level that you prefer. To read how ringer volume is different from ringer tone, see “Ringer Tones” in Chapter 5. ■ Handset Volume — To raise or lower the volume of the dial tone or the sound that you hear when you are using the handset, pick up the handset and then press the up or down Volume Control button repeatedly until the volume is at the level that you prefer.
CHAPTER 4: STANDARD FEATURES
5 PERSONALIZING YOUR TELEPHONE Your Networked Telephony System has many features that can make your telephone easier to use.
CHAPTER 5: PERSONALIZING YOUR TELEPHONE ■ Ringer Tones Because your extension and personal settings are associated with your telephone, you cannot switch your telephone with another user’s telephone without first having your administrator reassociate your profile with the other telephone. To help you to distinguish the ring tone of your 3Com telephone from the sound of other phones, use the NBX NetSet utility to select one of nine ringing tones.
Speed Dials 59 To assign or change a personal speed dial number: 1 Log in to the NBX NetSet utility and go to Directory > Personal Speed Dial. 2 In the Personal Speed Dial page, select an unassigned speed dial ID number, or select the speed dial ID number for which you want to change the speed dial number. 3 In the Speed Dial Number text box, type the telephone number that you want the system to dial when you use that ID number.
CHAPTER 5: PERSONALIZING YOUR TELEPHONE Printing Speed Dial Lists You may find it useful to have a paper list of personal or system speed dials. To print a list of speed dials: 1 Log in to the NBX NetSet utility and go to Directory > Personal Speed Dial or System-wide Speed Dial. 2 Click 3 A list appears with all of the personal or system-wide speed dial numbers that are allocated to your telephone. 4 Click Print to print the list.
Off-Site Notification 61 5 In the Number/Address field: ■ If you selected Pager for Method in step 4: ■ ■ ■ Enter a pager number. Do not use parentheses, hyphens, or spaces. Ask your administrator if you need to include the area code and any other digits that your system needs to dial an outside number, such as 9, 8, 1, or 0. After you receive the pager message, you call in to your voice mailbox to listen to your messages. In the Numeric Page Number field, indicate what you want the pager to display.
CHAPTER 5: PERSONALIZING YOUR TELEPHONE 6 From the Interval drop-down list box, select the number of minutes that you want the system to wait after each attempt before it moves to the next attempt. The “best” time interval depends on the Attempt method that you choose. For instance, allow sufficient time after a Pager notification for the usual delay at your pager supplier. 7 Click Apply. 8 Repeat steps 4 through 7 to set up additional attempts if you want.
Off-Site Notification ■ 63 If you specify EMail for the first attempt: Attempt Method Notice Behavior 1 E-mail ■ ■ You receive an e-mail notice for each voice message. Each e-mail notice contains information about the voice message (like time of receipt and the number that called), and the voice message is attached as a WAV file.
CHAPTER 5: PERSONALIZING YOUR TELEPHONE Resetting the Off-Site Notification Cycle When you log in to your voice mailbox and hang up or log out (regardless of whether you listen to or delete messages), you start the off-site notification cycle again. You will be notified about the next message that comes into your voice mailbox.
Preventing Unauthorized Use of Your Telephone 65 ■ You can use the telephone to dial internal and external pages. ■ If your telephone is part of a call pickup group, no other telephone in the pickup group can retrieve a call that comes directly in to your telephone. The incoming call goes immediately to the call coverage point (voice mail, auto attendant, or other extension).
CHAPTER 5: PERSONALIZING YOUR TELEPHONE 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 your telephone, your off-site notification choices remain in effect.
Using a Headset 67 If your system uses a messaging application other than NBX Messaging, use the documentation for your messaging application instead of these instructions. To activate the one-call-only Class of Service Override from a 3Com Telephone: 1 Pick up the handset. 2 Press Feature + 433. 3 Dial your telephone extension and press # . 4 Dial your voice mailbox password and press # . 5 When you hear the dial tone, you can dial the call in the same way that you do from your own 3Com Telephone.
CHAPTER 5: PERSONALIZING YOUR TELEPHONE To prepare a headset so that you can choose either the handset or the headset for each call: 1 Insert the cord for the headset amplifier into the handset cord receptacle on the underside of the telephone. 2 Insert both the headset cord and the handset cord into the headset amplifier. 3 For headset calls: Lift the handset off the telephone and leave it off. Use the headset microphone and earphones.
Using a Headset 69 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.
CHAPTER 5: PERSONALIZING YOUR TELEPHONE
6 GETTING MORE FROM YOUR TELEPHONE SYSTEM This chapter covers these topics: ■ Listening to Your Messages in Your E-mail ■ Account (Billing) Codes ■ Caller ID ■ Call Pickup ■ Automatic Call Distribution Groups, Hunt Groups, and Calling Groups ■ Supervisory Monitoring ■ WhisperPage ■ Call Park ■ Paging ■ Configurable Operators ■ Using Message Waiting Indicator to Telephone ■ Dialing a Call to a Remote Office ■ Using Pulse Dialing ■ Additional Applications If your system uses a me
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM Listening to Your Messages in Your E-mail You can listen to your voice mail from any computer that allows you to access your e-mail. Your e-mail software application must be IMAP-4 compliant, such as Microsoft Outlook. See your administrator for assistance with this feature.
Caller ID ■ 73 On a 3Com Entry Telephone or analog telephone, if the account code is incorrect you may have to dial the phone number, dial the correct account code, and press # again. To enter an account code at any time before or during an incoming or outgoing call: 1 Press Feature + 888. 2 Dial the account code that has been assigned by your administrator, and then press the # key.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM CLIR for All External Calls To enable CLIR-All for all calls from your telephone: 1 Pick up the handset, and press Feature + 889. The Confirmation Tone plays. 2 Dial the number that you want to call. The NBX system does not send caller ID information on this call or any future calls until you disable this feature. When CLIR is enabled, you hear the Feature Enabled Tone when you pick up the handset. To disable CLIR-All: 1 Pick up the handset.
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 75 To view the list of Call Pickup groups of which you are a member: 1 Log in to the NBX NetSet Utility and go to System Group Settings > Call Pickup. 2 Click the group name that you want to view from the Call Pickup Group list to view the members of that group. Directed Call Pickup on a Specific Telephone You can answer a call that is ringing on a specific user’s telephone. Using the feature code: 1 Pick up the handset.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM Automatic Call Distribution Automatic Call Distribution (ACD) distributes calls to agents and queues the calls that have not been answered before a predetermined time expires. The ACD also manages prerecorded announcements to callers, manages individual ACD agents and groups of agents, and provides database reports on both calls and agents. Calls coming into ACD are distributed according to rules configured by the administrator.
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 77 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 the ACD group members. ■ Name — Shows the name of the ACD group.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM ■ Last Name — Shows the last name of each agent ■ Rank — Shows the order in which calls are routed to agents in the group ■ Status — Shows whether each agent is currently logged in or out of the ACD group ■ State — Shows which agents’ extensions have been locked in to the ACD group Wrap-Up Time Wrap-Up Time is a feature that allows time for an agent to complete follow-up actions after a call.
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 79 Figure 2 Sample Hunt Group Configuration 1 Incoming Telephone Call 2 Telephone #1 3 Telephone #2 4 Telephone #3 5 Group Voice Mailbox Hunt groups can be static or dynamic: ■ If you are in a static hunt group, you are always part of that group along with the other group members. ■ If you are in a dynamic hunt group, you must log in to the group to be part of it.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM 3 Dial the hunt group password. 4 Hang up the telephone. To log in to a dynamic hunt group using the NBX NetSet utility: 1 Go to Group Memberships > Hunt Groups. 2 Select the hunt group to which you want to log in. 3 Click Login. If you log in to a dynamic hunt group and do not answer a call when it rings on your telephone, the system may log you out of the group depending on how the administrator has configured the group.
Supervisory Monitoring 81 Figure 3 shows the path of a call coming in to a calling group. Figure 3 Sample Calling Group Configuration 6 1 Incoming Telephone Call 2 Telephone #1 3 Telephone #2 4 Telephone #3 5 After a specified number of rings with no answer 6 Receptionist Group Membership To view the list of users that belong to a calling group: 1 Go to Group Membership > Hunt Groups. 2 Click the group to display the list of users that belong to that group.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM ■ 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 their call may be monitored.
Supervisory Monitoring 83 monitoring domain that has the agent (user) listed. The supervisor must use a 3Com Telephone with a display panel and appropriate soft buttons; not a 3Com Entry Telephone, 3Com Cordless Telephone, or an analog telephone. Customers — are people who make an incoming call to an agent (supervisory monitoring domain member). A customer can be an internal or external caller. Monitor — allows the supervisor to listen to a call.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM In the case of an incoming call, Call Privacy cannot be activated while the session is alerting. In this case, you must answer the incoming call before activating Call Privacy. To deactivate (toggle off) Call Privacy: While Call Privacy is on, press Feature + 428 again. ■ A confirmation tone indicates that Call Privacy is now disabled.
WhisperPage ■ 85 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 WhisperPage” later in this chapter. Starting a WhisperPage Session 1 Pick up the handset. 2 Press # , and Feature + 426. A confirmation tone prompts you to enter the WhisperPage extension.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM For additional tips and considerations on using WhisperPage, see your system administrator. Call Park Use Call Park to place a call in a “holding pattern” and make it available for another person to pick up from any telephone on the system. Use the internal paging feature, the external paging feature, or both, to announce the call.
Paging 87 To notify another user about the parked call: ■ From a 3Com 3100 Entry Telephone, press and release the hook switch. When you hear the dial tone, dial the user’s extension, or use the paging feature. See “Paging” next for details. To retrieve a parked call: 1 Pick up the handset of any telephone on the system. 2 Dial the Call Park extension that was assigned to the call. Paging Paging is the general term used to describe the act of broadcasting a voice message through audio speakers.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM Paging the System When you page the system, you broadcast a message to all internal extensions with speakers, to a Public Address (PA) system, or to both simultaneously. Paging codes, as described in Table 6, have default values for each destination.
Configurable Operators 89 You can view zone memberships only if the administrator authorizes you to do so. To page a zone, a P.A. system, or both, perform the following steps using your 3Com Telephone: 1 Pick up the handset. 2 Dial the appropriate extension to page the zone. 3 Speak the broadcast message into your handset. 4 Hang up. 3Com Cordless Telephones, 3Com Entry Telephones, and analog telephones can initiate but cannot receive a zone page.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM Configuring the Operators You can view the operators’ settings, and modify those settings if your administrator allows it. The operator’s call-handling rules (such as call coverage) may apply to the voice mail caller. Also, you must have external-to-external permissions in order for transfers to external phone numbers to complete successfully.
Using Message Waiting Indicator to Telephone 91 Using Message Waiting Indicator to Telephone The Message Waiting Indicator (MWI) to Telephone allows a user to light a status button next to a programmable access button and leave a call back number on another telephone. This feature is distinct from voice mail in that the telephone does not ring and there is no voice mail message. The light appears next to the Access button, not the message waiting light used for voice mail.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM You can cancel an MWI message only from the same extension from which you sent the MWI message. To cancel an MWI message: 1 Pick up the handset and press Feature + 413. The Feature Entry Tone plays. 2 Dial the extension to which you sent the MWI message that you want to cancel and press # . 3 The Confirmation Tone plays.
Dialing a Call to a Remote Office 93 Figure 4 Using Unique Extensions to Dial Remote Offices 1 2 3 4 1 NBX System in Chicago Extensions: 1000–1999 2 Wide Area Network (WAN) 3 NBX System in Atlanta Extensions: 2000–2999 4 NBX System in Dallas Extensions: 3000–3999 Using Site Codes If some users have overlapping telephone extensions, your administrator can configure your telephone system to use site codes for you to dial people at remote offices.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM Figure 5 Using Site Codes to Dial Remote Offices 1 2 3 4 1 NBX System in Chicago Extensions: 1000–3999 Site Code: 61 2 Wide Area Network (WAN) 3 NBX System in Atlanta Extensions: 1000–3999 Site Code: 62 4 NBX System in Dallas Extensions: 1000–3999 Site Code: 63 Using Pulse Dialing In some locations, analog telephone users must dial telephone calls using pulse dialing instead of tone dialing (also called Dual Tone Multi Frequency, or DTMF, dialin
Additional Applications ■ 95 In some situations, you must switch to DTMF dialing during a call. For example, if your call is answered by an automated attendant that requires that you enter information from your telephone keypad, you must typically enter the information using DTMF dialing. To change from pulse dialing to DTMF during a call: 1 Press Feature + 891. 2 Your connection is switched from pulse to tone (DTMF) for the remainder of the call.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
7 FEATURE CODES This chapter describes how to use feature codes with the 3Com® Telephones. It covers these topics: ■ NBX Tones ■ Feature Codes with 3Com Telephones ■ Using Feature Codes For help on accessing NBX® features from an analog or a third-party, SIP-based IP telephone, see the applicable NBX Feature Codes Guide in the NBX NetSet™ utility.
CHAPTER 7: FEATURE CODES ■ Error Tone — You hear the “fast busy” tone, also called the “congestion” tone, when no circuits are available. In addition, you hear the Error Tone if you make an error such as trying to enter an unsupported feature code, an invalid extension, or an invalid password. Hang up and start the feature code sequence again. ■ Feature Active Tone — Example: You activate one of the “persistent” features, for instance, you lock your telephone, and then hang up.
Using Feature Codes 99 for the entire system, some of these features may not be available to you. 3Com Entry Telephone Some of the features that are listed in Table 7 are available by using Hook Flash on a 3Com Entry Telephone like Hold, Transfer, and Conference. See “Hook Switch Features” in Chapter 2. For all other NBX features, use the preprogrammed Feature button and the feature codes listed in Table 7. Using Feature Codes Follow these steps to use NBX feature codes: 1 Pick up the handset.
CHAPTER 7: FEATURE CODES Table 7 NBX Feature Codes (continued) Feature Feature Code See Caller ID Restriction (CLIR — All) — On/Off F + 889 “Caller ID” in Chapter 6 Caller ID Restriction — for Next External Call Only F + 890 “Caller ID” in Chapter 6 Camp On — Direct F + 468 + destination extension “Initiating Direct Camp On” in Chapter 4 Class of Service Override F + 433 + your own extension + # + your password + # + the outside party’s number “Class of Service Override” in Chapter 5 Co
Using Feature Codes Table 7 NBX Feature Codes (continued) Feature Feature Code See Pulse to Tone Make or receive a call + F + 891 “Using Pulse Dialing” in Chapter 6 Redial F + 401 “Dialing a Call” in Chapter 4 Release F + 111 “Using a Headset” in Chapter 5 Speed Dial — Personal List F + personal speed dial number “Personal Speed Dials” in Chapter 5 Speed Dial — System-Wide F + system-wide speed dial number List “Personal Speed Dials” in Chapter 5 Transfer F + 420 + telephone number + F +
CHAPTER 7: FEATURE CODES
A TELEPHONE INSTALLATION AND MAINTENANCE This chapter covers these topics: Connecting the Telephone ■ Connecting the Telephone ■ Attaching the 3100 Support Bracket ■ Moving Your Telephone ■ Swapping Telephones ■ Cleaning Your Telephone ■ Troubleshooting Problems Although the connector layout varies between telephones, all 3Com telephones and attendant consoles use these symbols to identify the connectors: ■ Power connection for an AC power adapter. Network connection.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Figure 6 Underside of the 3Com 3102 Business Telephone CAUTION: The NBX system operates over the LAN, not through traditional telephone wiring. Your telephone connects to the NBX system through an RJ-45 LAN connector instead of an RJ-11 telephone connector. Your telephone will not work unless it is connected properly. Ask your administrator if you have questions about your telephone connection.
Attaching the 3100 Support Bracket Attaching the 3100 Support Bracket 105 The 3100 support bracket is common to the following devices: ■ 3Com 3100 Entry Telephone The 3100 support bracket can be attached in desktop or wall mount positions. Tabs on the underside of the telephone slip into slots on the bracket, and the opposite mounting points snap into place. Secure the bracket to the telephone with screws. Desktop Position In Figure 7, the support bracket is installed in the desktop position.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Wall-Mount Position To mount the telephone on a wall, reverse the bracket on the telephone. Figure 8 shows how to install the support bracket on an 3Com 3100 Entry Telephone in the wall-mount position. Safe wall mounting requires 3/4-inch drywall and 1.5-inch drywall screws. Figure 8 Wall-Mount Position Moving Your Telephone All 3Com telephones have the Automatic Telephone Relocation feature. Each telephone has a unique “address.
Cleaning Your Telephone Cleaning Your Telephone 107 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 8 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.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Table 8 Possible Problems (continued) Possible Problem Suggested Solutions When I dial 9 or 8 to access an outside line, an error tone plays. 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.
INDEX A accessibility options 17 account codes (feature code) 99 account codes and billing codes 72 ACD 75 and the Do Not Disturb feature 65 ACD, hunt, calling groups (feature code) 99 administrator, definition 10 agent (supervisory monitoring) 82 all calls, forwarding 41 analog telephones on an NBX system 13 announcements, broadcasting 87, 88 answering calls 39 applying your call permissions to another telephone 66 Auto Attendant, definition 10 automatic call distribution (ACD) 75 automatic callback (feat
INDEX introduction 49 Class of Service (CoS) override 66 cleaning telephones 107 CLIR 73 codes account and billing 72 feature codes 97 NBX Feature Codes Guide 9 conference calls add (feature code) 100 adding parties 48 drop (feature code) 100 dropping last party 49 introduction 48 configurable operators 89 confirmation tone 97 connecting a headset general 67 connecting telephones 57, 106 caution, RJ-45 versus RJ-11 jacks 104 electrical power 103 conventions, documentation 10 CoS override (feature code
G 111 Forward Calls to Mail 42 flash (feature code) 100 forgot my password 24, 26 Forward to Voice Mail 41 forwarding calls all calls 41 all, to voice mail (feature code) 100 directly to another user’s mailbox 47 no answer 41 to your call coverage point 40 to your voice mailbox 40 to your voice mailbox from an Entry Telephone 42 unanswered calls 40 forwarding voice mail messages 29 FWD MAIL 41 hunt groups 78 transferring 46 indicators of voice mail messages off-site notification 60 on your phone 26 insta
INDEX sending 91 message waiting indicators 3100 Entry Telephones 20, 26 messages creating and sending 30 forwarding 29 listening, from a remote location 27 listening, from telephone 27 listening, NBX NetSet utility 26 maximum length 24 private 34 replying to 29 sending 30 urgent 35 Messaging, NBX 23 monitoring, supervisory 81 moving telephones 58, 106 MWI See message waiting indicators N name announcement changing 25 setting the first time 14 NBX Entry Telephone 3100 19 NBX Messaging 23 NBX NetSet p
S release, feature code 101 releasing calls with headset 67 relocating telephones 106 remote notification 60 remote offices, calling 92 replying to voice mail messages 29 ring no answer (call forwarding) 41 ringer tone, choosing 58 volume 54 ringing Do Not Disturb 64 RJ-11 jack caution, avoiding use with 3Com Telephones 104 RJ-45 jack caution, using instead of RJ11 104 telephones cleaning 107 connecting 103 mounting 3100 105 moving and swapping 106 time-of-day calling restrictions 65 toll calls, preventin
INDEX W wall-mount bracket 106 whisperpage 84 (feature code) 101 access privileges 84 wrap-up time 78 Z zone paging 87
