NBX Manager’s Telephone Guide ® NBX Networked Telephony Solutions System Release 5.0 Part Number 900-0208 Published April 2005 http://www.3com.
3Com Corporation 350 Campus Drive Marlborough, MA 01752-3064 Copyright © 1998–2005, 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 12 GETTING STARTED Setting Up Your Password and Voice Mail for the First Time NBX NetSet Utility 15 Starting the NBX NetSet Utility 16 Navigation and Shortcut Icons in the NBX NetSet Utility Quick Reference Guides 17 2 13 16 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 Con
Listening from Your 3Com Telephone 31 Listening from Any Internal 3Com Telephone 31 Listening from an External Location 31 Managing Your Messages 32 Information About Your Messages 33 Replying to a Message 33 Forwarding a Message 34 Creating and Sending a Message 35 Using Voice Mail Group Lists 36 Viewing System Groups 36 Creating Personal Groups 36 Modifying or Deleting Personal Groups 37 Marking a Message as Private or Urgent 39 Other Ways to Manage Your Voice Mail Messages 40 Other Kinds of Mailboxes
Transferring a Call 53 Announced (Screened) Transfer 53 Blind Transfer 54 Direct Mail Transfer 54 Establishing a Conference Call 55 Disconnecting the Last Person That You Called More About Conference Calls 57 Setting the Volume 57 5 56 PERSONALIZING YOUR TELEPHONE Guidelines About Features on NBX Telephones 59 Ringer Tones 60 Speed Dials 60 Personal Speed Dials 60 System-wide Speed Dials 61 Special Case: One-Touch Speed Dials 62 Printing Speed Dial Lists 63 Printing Labels 63 Off-Site Notification 64
Call Pickup 79 Directed Call Pickup on a Specific Telephone 80 Group Call Pickup 80 Automatic Call Distribution Groups, Hunt Groups, and Calling Groups Automatic Call Distribution 81 Hunt Groups 83 Calling Groups 86 Group Membership 86 Supervisory Monitoring 86 Monitor 87 Whisper 88 Barge-In 88 Change Agent 89 Interactions 89 Call Park 90 Paging 91 Paging the System 92 Paging Zones 92 Configurable Operators 93 How Configurable Operators Work 93 Configuring the Operators 94 Using Message Waiting Indicator
7 FEATURE CODES NBX Tones 103 Feature Codes with 3Com Telephones 3Com Manager’s Telephone 105 Using Feature Codes 105 8 104 3COM 3105 AND 1105 ATTENDANT CONSOLES 3Com Attendant Console 110 Access Buttons 110 Feature Buttons 110 Attendant Console Labels 113 Opening the 3105 Attendant Console Label Cover Complement Attendant Software 114 Managing Calls 115 A 113 TELEPHONE INSTALLATION AND MAINTENANCE Connecting the Telephone 117 Attaching and Adjusting the Articulating Support Bracket Moving Your Te
ABOUT THIS GUIDE This guide is intended for anyone using: ■ 3Com® Manager’s Telephones ■ 3Com Attendant Consoles ■ NBX® Complement Attendant Software. It includes information about using the NBX Voice Mail system and the NBX NetSet™ administration utility for personal telephone settings.
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 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_TechComm_Comments@3com.
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 Guides 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 Telephones Password — Set Initially Message button and If your system uses NBX follow the voice prompts Messaging, follow the NBX voice prompts to set your NBX password (which is the same for the NBX NetSet utility and voice messaging) OR use OR, for systems that do the NBX NetSet utility, described next.
NBX NetSet Utility 15 After you have set your initial NBX password, continue to follow the voice prompts to record your name announcement. Your name announcement tells callers that they have reached your voice mailbox. Then follow the voice prompts to record your personal greeting. Your personal greeting lets callers know important information about you, for instance, that you are on vacation, available at another number, or unavailable for a specified amount of time.
CHAPTER 1: GETTING STARTED 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 start the NBX NetSet utility: 1 Ask your administrator for the IP address (or DNS host name) for your NBX system. In the web browser on your computer (Microsoft Internet Explorer version 5.
Quick Reference Guides 17 Telephone Guides (including this guide) NBX Feature Codes Guide Quick Reference Guides To open and print a copy of the Quick Reference Guides for the most frequently used features on your telephone: 1 Log in to the NBX NetSet utility. See “Starting the NBX NetSet Utility” earlier in this chapter. 2 Click Telephone Quick Reference. The quick reference guide that pertains to your telephone appears. Adobe Acrobat Reader 5.0 or higher is required to view the file.
CHAPTER 1: GETTING STARTED
2 3COM 3103 MANAGER’S TELEPHONE This chapter describes the buttons, controls, and features on the 3Com® 3103 Manager’s Telephone. It covers these topics: ■ Telephone Buttons and Controls ■ Programmable Access Buttons ■ Status Lights for Access Buttons ■ Display Panel For how these features work on an analog telephone that is connected to the NBX® system, click the NBX Feature Codes Guide icon below any screen in the NBX NetSet™ utility.
CHAPTER 2: 3COM 3103 MANAGER’S TELEPHONE Figure 1 3Com 3103 Manager’s Telephone 1 2 21 3 4 20 5 19 6 7 18 17 16 8 9 15 14 13 12 11 10 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 Display panel — Displays telephone status messages, Caller ID information (if enabled), and the number of messages that you have in your voice mail mailbox.
Telephone Buttons and Controls 21 4 Label area for Access buttons — See “Printing Labels” in Chapter 5. 5 Programmable Access buttons — Allow you and your administrator to assign lines and features to specific buttons. See “Programmable Access Buttons” and “Status Lights for Access Buttons” later in this chapter. 6 Select button — Selects the highlighted item in a list on the display panel.
CHAPTER 2: 3COM 3103 MANAGER’S TELEPHONE 19 Soft buttons — Allow you to select items that are displayed in the bottom dynamic tabs of the telephone display panel. See “Using the 3Com Telephone Display Panel” in Chapter 4. The tabs include: ■ Messages ■ Directory ■ Call Logs ■ Features 20 Handset 21 Left buttons — Correspond to calls on the display panel. Press to act on those calls. The buttons answer incoming calls, retrieve calls on hold, or start new calls.
Status Lights for Access Buttons 23 Access buttons have these default settings, which your administrator can change: 1 Headset / Handset Select button — Toggles audio between a headset that is connected to the telephone and the handset. See “Using a Headset” in Chapter 5. 2 Speed Dial button — Typically, you can use these 7 buttons (2-8) for personal speed dial settings, although the administrator can map them to other features. See “Speed Dials” in Chapter 5.
CHAPTER 2: 3COM 3103 MANAGER’S TELEPHONE ■ Left buttons — control calls that display beside them. Up to three calls display at one time and correspond to the three left buttons. Press a left button to answer an incoming call, rejoin a call on hold, and select it for other action. If no call corresponds to the button, press it to start a new call. ■ Right buttons — bring up the action list for the corresponding call.
Features 25 To adjust the contrast: 1 Press the Features soft button. 2 Scroll to User Configuration and press Select. 3 Scroll to Modify Display and press Select. 4 Press Select to choose Set Contrast. 5 Change contrast using the left and right scroll buttons. 6 Press Exit when you have finished. Other User Configuration items should only be changed with the advice of your administrator.
CHAPTER 2: 3COM 3103 MANAGER’S TELEPHONE
3 NBX MESSAGING This chapter describes the NBX® Networked Telephony Solutions voice messaging features.
CHAPTER 3: NBX MESSAGING Important Considerations Changing Your Password ■ The steps are the same for initially setting up the name announcement, personal greetings, and passwords for personal, 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 Name Announcement and Personal Greetings Security Tips Changing Your Name Announcement and Personal Greetings 29 ■ 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 Listen 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. If you forget your password, the administrator can set it to be your extension number. Then follow the instructions in Table 4 in Chapter 1 to change it to a more secure password. Also see “Security Tips” earlier in this chapter.
Listening to NBX Messages Listening from Your Computer 31 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 Select a message in User Information > Voice Mail Messages. 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 Information About Your Messages 33 To listen to date, time, and sender information about a message in your mailbox, press 6 during or after the message, and then press one of these buttons: Date and time information. Sender information. Listen to the previous message. Replying to a Message You can send a reply to a voice mail message, provided that the NBX system has received the necessary caller ID information.
CHAPTER 3: NBX MESSAGING 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. 2 Listen to a message that you want to forward, and press 5. 3 After the tone, record an introductory message and then press # OR if you choose not to record a comment, press # when you hear the tone.
Creating and Sending a Message Creating and Sending a Message 35 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 message that is at least 2 seconds long, and press # to end the recording. 4 Optionally, press one of these buttons, OR proceed to step 5. Re-record the message. Review the message. Mark the message Private or Urgent.
CHAPTER 3: NBX MESSAGING Using Voice Mail Group Lists A Voice Mail Group, also called a mail group or mail list, is a collection of extensions with a special “group number.” 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.
Using Voice Mail Group Lists 37 7 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 ■ Another personal or system group list number ■ A VPIM extension ■ A site code plus extension (to send to a user on another NBX system in your organization).
CHAPTER 3: NBX MESSAGING 3 Dial 3 for Group Lists. 4 Press 1, 3, or 4: Review your list of groups. Create a group. Delete a group. Add or delete group members. See step 5. 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.
Marking a Message as Private or Urgent 39 To review or modify a Personal Voice Mail Group from the NBX NetSet utility: 1 Log in Netset > NBX Messaging > Personal Group List. You see a list of your current personal voice mail groups. 2 Select the group to review or modify. 3 Click Modify. 4 You can change the Name for the group. 5 You can enter any VPIM extensions in the VPIMs box. 6 You can select members from the Non-Members list and move them to the Members list by clicking the left arrow.
CHAPTER 3: NBX MESSAGING 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. Other Ways to Manage Your Voice Mail Messages You can listen to and, in some configurations, delete your voice messages from within an e-mail application or a messaging application using your Internet browser. For details, see “Listening to Your Messages in Your E-mail” in Chapter 6.
Other Kinds of Mailboxes 41 In addition to preventing a caller from leaving a message, a greeting-only mailbox does not allow anyone to forward or create and send a message to it or reply to a message that was sent from its extension Avoid adding a greeting-only mailbox to a personal voice mail group list. Phantom Mailbox A phantom mailbox does not have an actual telephone associated with it. The administrator sets up a phantom mailbox.
CHAPTER 3: NBX MESSAGING
4 STANDARD FEATURES This chapter describes standard features of the NBX® Telephones. It covers these topics: ■ Answering a Call ■ Using the 3Com Telephone Display Panel ■ Dialing a Call ■ Forwarding Incoming Calls ■ Putting a Call on Hold ■ Transferring a Call ■ Direct Mail Transfer ■ Establishing a Conference Call ■ Setting the Volume For help on accessing NBX features from an analog telephone, see the NBX Feature Codes Guide in the NBX NetSet™ utility.
CHAPTER 4: STANDARD FEATURES forwarded or to specify where you want the call to go, see “Forwarding Incoming Calls” later in this chapter. Caller ID Answering a Second Call The display panel on your 3Com Telephone shows the name and extension of an internal caller.
Dialing a Call 45 3 Use the scroll keys to move to the name or number that you want to call. Press the Select button, the Select soft button, or the corresponding Right soft button. 4 To leave the lists entirely, press the Exit soft button. 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.
CHAPTER 4: STANDARD FEATURES Redialing a Call On a 3Com Manager’s Telephone: ■ Pick up the handset and press Redial to dial the most recent number that you called. OR ■ Forwarding Incoming Calls Use the Call Logs on the display panel to redial a recently missed, answered, or dialed call. You can choose when and where to forward unanswered incoming calls. Unanswered calls that come in directly to your extension go to a call coverage point.
Forwarding Incoming Calls ■ 47 Call Forward All — Forwards all incoming calls without ringing to a call coverage point regardless of the state of your phone. Use this feature when, for example, you plan to be away from your phone for an extended period of time. Setting Call Forward from the Telephone You can set call forwarding from your telephone. You choose the condition for call forwarding (default, no answer, busy, or all) and the destination.
CHAPTER 4: STANDARD FEATURES To prevent the telephone from ringing even once, use the Do Not Disturb feature (see “Do Not Disturb” in Chapter 5) or use the Call Forward All feature (see “Call Forward All” later in this section). Call Forward No Answer, Call Forward Busy, and Call Forward All override this Forward to Mail setting if they are in effect.
Forwarding Incoming Calls 49 3 Press Select. 4 If the display shows the destination number you want, just 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.
CHAPTER 4: STANDARD FEATURES Default The Call Forward Default page defines basic call forwarding. You choose from four destinations: voicemail box, a phone number, the automated 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 NBX NetSet > User Information > Call Forward Default. 2 Select your choice for the Number of rings before forwarding a call.
Forwarding Incoming Calls ■ If you select Automated Attendant, you can choose to forward calls to your choice of: ■ ■ ■ 51 Default Menu — The default automated attendant, usually extension 500 Voicemail — The default system voicemail, usually extension 501 If you select Disconnect (no coverage), the system disconnects an incoming call if it is not answered after the specified number of rings. 4 Click Apply, and then click OK.
CHAPTER 4: STANDARD FEATURES Putting a Call on Hold ■ If Do Not Disturb is enabled and Call Forward All is not enabled, all calls are immediately forwarded to the Call Forward Default destination. All other feature settings are ignored. ■ If Call Forward Busy is enabled and Call Forward 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.
Transferring a Call More Than One Call 53 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 the Left button to choose a new line to make a new call.
CHAPTER 4: STANDARD FEATURES 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 transfer a call, the call is transferred as soon as you dial the extension and hang up — without waiting for you to announce the call. You can also press Release to hang up.
Establishing a Conference Call 55 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 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.
CHAPTER 4: STANDARD FEATURES If the third party is internal and does not answer, the attempt to conference that party is cancelled. You cannot establish a conference call with an NBX user’s voice mailbox. 4 Repeat steps 2 and 3 to conference in a fourth party. Disconnecting the Last Person That You Called ■ You can activate speaker phone operation during the conference call by pressing the Speaker button.
Setting the Volume More About Conference Calls ■ To place your part of a conference call on hold, press the Hold or button. The 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.
CHAPTER 4: STANDARD FEATURES
5 PERSONALIZING YOUR TELEPHONE Your NBX® 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 61 To assign or change a personal speed dial number: 1 Select NBX NetSet > Speed Dials > Personal. 2 In the Personal Speed Dials box, 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 Destination 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 To use a system-wide speed dial: 1 Pick up the handset. Or you can press the Speaker button. 2 Press the Feature button plus the 3-digit system-wide speed dial ID code for the number that you want to call.Or press the Feature button, scroll to Speed Dials: System, press Select, scroll to the number that you want to dial, and press Select again.
Speed Dials Printing Speed Dial Lists 63 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 NBX NetSet > Speed Dials > Personal or System-wide. 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.
CHAPTER 5: PERSONALIZING YOUR TELEPHONE To reuse your saved LabelMaker, you must run the file that you saved to your computer. If you download the LabelMaker from the NBX NetSet utility again, you get the default version, and the download might overwrite your saved LabelMaker. To create a Windows Desktop shortcut to your saved LabelMaker, right-click the saved file and then click Send To > Desktop (create shortcut).
Off-Site Notification ■ ■ 65 In the Numeric Page field, indicate what you want the pager to display. Enter a series of digits, such as your telephone extension number. If you selected VoiceMail for Method in step 4: ■ Enter the telephone number at which you want to be notified. Do not use parentheses, hyphens, or spaces. Ask your administrator if you need to include the area code and all other digits that your system needs to dial an outside number, such as 9, 8, 1, or 0.
CHAPTER 5: PERSONALIZING YOUR TELEPHONE The cycle of notice behaviors differs depending on the method that you select for the first attempt. See “Notice Behaviors” at the end of this section. 9 You do not need to configure every Attempt row. When you have configured all of the Attempt rows that you want, click OK. The NBX Messaging tab appears. 10 Test your off-site notification settings by leaving yourself a voice mail message.
Off-Site Notification ■ 67 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.
Do Not Disturb 69 The associated status light does flash when a call arrives. ■ You can use the telephone to dial outgoing calls. ■ You can use the telephone to dial internal and external pages. ■ a 3Com Business Telephone or 3Com Manager’s Telephone does not broadcast incoming paging messages over the speaker. ■ 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.
CHAPTER 5: PERSONALIZING YOUR TELEPHONE Preventing Unauthorized Use of Your Telephone Telephone Locking To prevent others from dialing long-distance or other unauthorized calls from your telephone permanently, ask your administrator to adjust the call permissions schedule for your extension, or you can adjust it temporarily with the Telephone Locking feature. To enable the Locking feature on a 3Com Manager’s Telephone: 1 Press the Features soft button. 2 Scroll to Lock Unlock. 3 Press Select.
Class of Service Override Call Permissions 71 Your administrator establishes Call Permissions to control the types of calls that can be dialed from your telephone. The administrator can configure these permissions to change depending on the time of day. For example, your administrator can prevent long-distance calls from being dialed from your telephone outside of business hours. To view your current call permissions, log in to NBX NetSet > User Information > Call Permissions.
CHAPTER 5: PERSONALIZING YOUR TELEPHONE When you use Class of Service (CoS) Override, any reports that are generated on the NBX system indicate that the CoS features of your own 3Com Telephone were applied temporarily to the telephone on which you made the call. Using a Headset You can use a headset that has a microphone with any telephone on an NBX system.
Using Hands Free Active on Intercom Returning to the Headset After a Long Delay 73 Certain brands of headsets enter a power-saving mode that prevents the telephone from ringing for one or more calls when both of these circumstances are true: ■ The headset amplifier buttons for Mute and On are both set to On. ■ The handset is off the phone for a long time (for instance, overnight).
CHAPTER 5: PERSONALIZING 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.
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 ■ Call Park ■ Paging ■ Configurable Operators ■ Using Message Waiting Indicator to Telephone ■ Dialing a Call to a Remote Office ■ Bridged Extensions ■ Delayed Ringing ■ Using Pulse Dialing ■ Additional Application
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM For help on accessing NBX features from an analog telephone, see the NBX Feature Codes Guide in the NBX NetSet™ utility. For how to set up your NBX NetSet utility password the first time, see Chapter 1. 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.
Caller ID 77 To enter an account code for an outgoing external call: 1 Dial the phone number. If an account code is required on a 3Com Entry Telephone or analog telephone, you hear silence as the system waits for the required account code. If an account code is required on a 3Com Business, Basic, or Manager’s Telephone, the display panel prompts you for the required account code. 2 Press the # key. 3 Dial the account code that has been assigned by your administrator, and then press the # key.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM Internal and External Caller ID By default, the NBX system shows the extension and name of any internal caller on the display panel of your 3Com Telephone. External Caller ID provides the same information for external incoming calls if your organization subscribes to the service from your local telephone company and if the caller has not blocked the information from being sent to the NBX system.
Call Pickup 79 You can also use the Feature + 889 to turn CLIR-All on and off. To view your current CLIR-All setting, log in to NBX NetSet > User Information > Feature Settings. CLIR for Next External Call Only To enable CLIR for only the next call from your 3Com Manager’s Telephone: 1 Press the Features soft button. 2 Scroll to CLIR. 3 Press Select. 4 Dial your number that you want to call. To disable CLIR from your 3Com Manager’s Telephone: 1 Press the Features soft button. 2 Scroll to CLIR.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM To view the list of Call Pickup groups of which you are a member: 1 Log in to NBX NetSet > User Information > Call Pickup. 2 Select the group number that you want to view from the Group List, and click Details to list 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. To pick up a call from your 3Com Manager’s Telephone: 1 Pick up the handset.
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 81 Your administrator can establish formal and informal call centers so that incoming calls can be directed to several telephones that have been associated into automatic call distribution groups, hunt groups, or calling groups.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM To log out of an ACD group using your 3Com Manager’s Telephone: 1 Press the Features soft button. 2 Scroll to ACD Login Enabled. 3 Press Select. 4 Dial the ACD group number. 5 Dial the ACD group password and press #. Your administrator can configure an ACD group to an Access button. To log in to or to log out of the ACD group, press the specified Access button. The indicator next to the button lights to show that you are logged in.
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 83 ■ Answered — Shows the number of calls that have been answered by this ACD group since NBX system startup. ■ Status — Shows whether you are currently logged in or out of the ACD group. ■ State — Shows whether your extension has been locked in to the ACD group. If your extension has been locked into the ACD group, only the administrator can log you out. If your extension is not locked into the ACD group, you can log yourself out.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM forwarded to a group mailbox or to the receptionist. Figure 3 shows the path of a call coming into a hunt group. Figure 3 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.
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 85 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 #. 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.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM 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 log in to or out of a calling group, follow the steps in “Hunt Groups” earlier in this chapter. Figure 4 shows the path of a call coming in to a calling group.
Supervisory Monitoring 87 Your organization may be legally required to add an announcement to tell callers that their call may be monitored. Agents — must be logged in as members of an ACD or Hunt Group. Anyone, however, who picks up a call that comes through an ACD or Hunt Group may be monitored like an agent. This includes people who take a transferred call or answer one with call pickup. Supervisors — are people using the supervisory monitoring password to monitor the ACD or Hunt Group.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM You can also press the Access Button if one is configured for Monitor and follow the prompts. Whisper ■ 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. ■ Only the supervisor’s display panel indicates that supervisory monitoring is in use.
Supervisory Monitoring 89 To barge in to a call: 1 Monitor the ACD or Hunt Group call. 2 Press the soft button to select Barge-In from the display panel. Change Agent ■ Barge-In is enabled 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. While supervisory monitoring is enabled on a call, a supervisor can change the agent being monitored.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM 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. The recipient can retrieve the call from any 3Com Telephone or analog telephone by dialing the Call Park extension that you give during your announcement.
Paging 91 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 the system. 2 Dial the Call Park extension that was assigned to the call.
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 8, have default values for each destination.
Configurable Operators 93 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 95 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 When the light is lit on your telephone, you can press the MWI Retrieve button, scroll through your display panel to see the caller ID, and return the call. When you press the MWI Retrieve button, you turn off the MWI light. You may still have one or more calls in a list to return. To retrieve an MWI number: 1 Pick up the handset and press the MWI Retrieve access button.
Dialing a Call to a Remote Office Cancelling an MWI Message 97 After you have sent an MWI message, you can cancel it and remove it from the list on the target telephone. If it is the only unattended MWI message on the target telephone, cancelling it turns off the MWI light. You can cancel an MWI message only from the same extension from which you sent the MWI message. To cancel an MWI message using a 3Com Manager’s Telephone: 1 Press the Features soft button. 2 Scroll to MWI to Phone Cancel.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM Figure 5 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.
Bridged Extensions 99 Figure 6 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 Bridged Extensions With a bridged extension, buttons and status lights on one telephone are associated with buttons and status lights on another telephone.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM Example: If an assistant’s job is to answer a manager’s telephone calls, the administrator can map the manager’s extension on the assistant’s telephone. The manager’s telephone is the primary telephone, and the assistant’s telephone is the secondary telephone. Your administrator can map a primary telephone’s extension to one or more secondary telephones.
Using Pulse Dialing 101 Examples: ■ Some of your telephone lines are provided by a telephone company that supports only pulse dialing while other lines are provided by a different telephone company that supports DTMF dialing. ■ Your organization’s telephone service provider offers low-cost, pulse-dialing-only service. ■ In some situations, you must switch to DTMF dialing during a call.
CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM Additional Applications These software applications are available on the NBX Resource Pack CD: ■ NBX Call Reports * ■ NBX TAPI Service Provider (NBXTSP) ■ NBX Desktop Call Assistant * ■ Complement Attendant Software * ■ Palm Dialer ■ pcXset™ Soft Telephone * ■ NBX Media Driver * Applications with a * have been tested with Windows XP Home Edition and Windows XP Professional Edition.
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 telephone, see the NBX Feature Codes Guide in the NBX NetSet™ utility.
CHAPTER 7: FEATURE CODES 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. The next time that you pick up the handset on your analog telephone, you hear the Feature Active Tone.
Using Feature Codes 3Com Manager’s Telephone 105 Most of the features that are listed in Table 9 are available on your 3Com Manager’s Telephone on single-purpose buttons like Hold, Conference, Transfer, and Redial, or on Access buttons that you or your administrator can program. You can view and select feature codes using the display panel and soft buttons, but you can also press the Feature button and dial the three-digit feature code. See “Features” in Chapter 2.
CHAPTER 7: FEATURE CODES Table 9 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 (CLIR — Next Call) F + 890 “Caller ID” in Chapter 6 Class of Service Override F + 433 + your own extension + # + your “Class of Service Override” in Chapter 5 password + # + the outside party’s number Conference Call — Add F + 430 + telephone number + F + 430 “Establishing a Conference Call” in Chapter 4
Using Feature Codes 107 Table 9 NBX Feature Codes (continued) Feature Feature Code See Monitor, Whisper, Barge-In F + 425 “Supervisory Monitoring” in Chapter 6 Password — Set Initially F + 434 + new password + # + repeat your new password + # “Setting Up Your Password and Voice Mail for the First Time” in Chapter 1 Password — Change F + 434 + current password + # + new password + # + repeat your new password + # “Setting Up Your Password and Voice Mail for the First Time” in Chapter 1 Pulse to
CHAPTER 7: FEATURE CODES
8 3COM 3105 AND 1105 ATTENDANT CONSOLES 3Com Attendant Consoles and the NBX Complement Attendant Software (CAS) application enable a receptionist to handle high call volumes efficiently. Although receptionists are the primary users of the Attendant Console and CAS, the two can also be used by busy sales representatives and others who receive a high volume of telephone calls or who make frequent calls to the same telephone numbers.
CHAPTER 8: 3COM 3105 AND 1105 ATTENDANT CONSOLES 3Com Attendant Console The 3Com 3105 and 1105 Attendant Consoles each have 50 Access buttons and 4 preprogrammed Feature buttons. Although the design of the two Attendant Consoles is different, the buttons work the same way. In effect, the Attendant Console is an extension of the 3Com Telephone to which it is associated. See Figure 7 for 3Com 3105 Attendant Console buttons and controls and Figure 8 for 3Com 1105 Attendant Console buttons and controls.
3Com Attendant Console 111 Figure 7 3Com 3105 Attendant Console 1 Hold button — Places a caller on hold. 2 Transfer button — Enables you to send a call to another telephone. 3 Direct Mail Transfer button — Allows you to send a caller directly to another user’s voice mailbox or phantom mailbox. 4 Call Park button — Places a call in a “holding pattern” so that it can be retrieved from any other telephone on the system.
CHAPTER 8: 3COM 3105 AND 1105 ATTENDANT CONSOLES 8 Shift button — Enables you to toggle between the two sets of Access button assignments on the Console. Press the Shift button to switch between assignments 1 through 50 and assignments 51 through 100. The Shift button LED is lighted when you have buttons 51 through 100 selected. Figure 8 and the text that follows it describe the features on the 3Com 3105 Attendant Console.
Opening the 3105 Attendant Console Label Cover 113 3 Labels — You can print labels for your Attendant Console using the LabelMaker forms in the NBX NetSet utility or on the NBX Resource Pack CD. See “Printing Labels” in Chapter 5. 4 Transfer button — Enables you to send a call to another telephone. See “Transferring a Call” in Chapter 4. 5 Direct Mail Transfer button — Allows you to send a caller directly to another user’s voice mailbox or phantom mailbox. See “Direct Mail Transfer” in Chapter 4.
CHAPTER 8: 3COM 3105 AND 1105 ATTENDANT CONSOLES Complement Attendant Software The Complement Attendant Software is an optional component, which requires a license. On 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.
Complement Attendant Software 115 Table 11 describes Complement Attendant Software buttons and the keyboard shortcuts to functions on the Action menu. Table 11 Attendant Software Buttons and Keyboard Shortcuts Button Purpose Keyboard Shortcut Answer Answers an incoming call. Alt+A Dial Dials a selected number to place an outgoing call. Alt+D Park Places a call in a “holding pattern” so that it can be retrieved from another telephone on the system.
CHAPTER 8: 3COM 3105 AND 1105 ATTENDANT CONSOLES
A TELEPHONE INSTALLATION AND MAINTENANCE This chapter covers these topics: Connecting the Telephone ■ Connecting the Telephone ■ 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. Connects the device to the network.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Figure 10 shows underside of the 3Com 3102 Business Telephone. Connection details for each type of 3Com device are listed on the packing sheet that is shipped with the device. Figure 10 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.
Attaching and Adjusting the Articulating Support Bracket ■ Attaching and Adjusting the Articulating Support Bracket 119 The following device support brackets have built-in strain relief clamps: 3101, 3102, 3103, 3105, and 3100. The articulating support bracket is common to the following devices: ■ 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.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Figure 12 Adjusting the Support Bracket 1 Lock tab To adjust the support bracket, press to release the lock 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.
Moving Your Telephone 121 Moving Your Telephone All 3Com Telephones have the Automatic Telephone Relocation feature. Each telephone has a unique “address.” You can move your telephone to another location, connect it to any Ethernet jack on the LAN, and still maintain all of your personalized features, speed dials, and extension number.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Table 12 Possible Problems (continued) Possible Problem My telephone has “locked up.” Suggested Solutions ■ ■ Callers cannot leave messages on my voice mail. ■ ■ When I park a call, the display panel shows “Park xtn in use,” and the call returns to my telephone. Your telephone has lost the connection to the system. Remove the Ethernet cord from the jack, and then re-insert it into the jack. Wait a few seconds.
Troubleshooting Problems 123 Table 12 Possible Problems (continued) Possible Problem Suggested Solutions My telephone is not forwarding my incoming calls to my voice mailbox. In NBX NetSet > User Information > Call Forward Default, verify that you have selected Forward to Voice Mail as your call coverage point. For details, see “Forwarding Incoming Calls” in Chapter 4. I added a One-Touch speed Use only numeric characters in your Speed Dial setup.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
INDEX A Access buttons 1105 Attendant Console 112 3103 Manager’s Telephone 21 3105 Attendant Console 111 account codes and billing codes 76 feature code 105 ACD 81 and the Do Not Disturb feature 69 feature code 105 administrator, definition 10 agent (supervisory monitoring) 87 change 89 all calls, forwarding 47 All Ports Busy message 122 analog telephones on an NBX system 13 announcements, broadcasting 91, 92 answering calls 43 applying your call permissions to another telephone 71 Attendant Console 1105 A
INDEX calling groups and the Do Not Disturb feature 69 feature code 105 overview 81 sample configuration 86 Calling Line Identity Restriction (CLIR) 78 feature codes 106 CAS 114 change agent (supervisory monitoring) 89 Class of Service (CoS) override 71 feature code 106 cleaning telephones 121 CLIR 78 feature codes 106 coaching 88 codes account and billing 76 feature codes 103 NBX Feature Codes Guide 9 Complement Attendant Software (CAS) computer screens and tabs 114 features 114 introduction 109 keyb
G forwarding calls all calls 47 directly to another user’s mailbox 54 no answer 46 to your call coverage point 46 to your voice mailbox 46 unanswered calls 46 forwarding voice mail messages 34 FWD MAIL 47 G Greeting-Only mailboxes 40 group call pickup 80 group lists, personal voice mail creating 36 modifying 37 group voice mailbox 41 127 icons, display panel locked telephone 70 incoming calls ACD groups 81 answering 43 calling groups 83 forwarding directly to another user’s mailbox 54 hunt groups 83 tra
INDEX long-distance calls, preventing 70 M mail group lists personal 36 system 36 mailboxes greeting-only 40 group 41 phantom 41 setting up personal 13 maintenance, telephone 117 Manager’s Telephones 3103 19 Message button 23 message waiting indicator for voice mail analog telephones 30 message waiting indicator to telephone 95 cancelling 97 deleting 96 feature codes 106 retrieving 95 sending 95 message waiting indicators 3103 Manager’s Telephone 20, 30 messages creating and sending 35 forwarding 34
Q personal greeting changing 29 selecting 29 setting the first time 14 personal speed dial buttons 3103 Manager’s Telephone 23 personal speed dial numbers 60 personal voice mail group lists creating 36 modifying 37 phantom mailboxes 41 picking up calls 79 feature codes 105 printing labels 63 printing speed dial lists 63 private messages 39 problems, solving 117 programmable Access buttons 1105 Attendant Console 112 3103 Manager’s Telephone 21, 22 3105 Attendant Console 111 public address system 91, 92 puls
INDEX support brackets 3103, attaching 119 3105, attaching 119 system voice mail groups 36 T tabs, Complement Attendant Software (CAS) screens 114 telephone line on multiple telephones, security 75 telephone maintenance 117 telephone number, for off-site notification 65 telephone support brackets 3105 119 telephone support brackets, 3103 119 telephones cleaning 121 connecting 117 mounting 3105 119 mounting, 3103 119 moving and swapping 121 time-of-day calling restrictions 70 toggle calls feature code
