VCX Business Telephone Guide ™ VCX™ V7000 IP Telephony Solution System Release 7.1 Part Number 900-0397-01 Rev AC Published March 2007 http://www.3com.
3Com Corporation 350 Campus Drive Marlborough, MA 01752-3064 Copyright © 2006 – 2007 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 Conventions 10 Figures 10 Related Documentation Comments 12 1 11 GETTING STARTED VCX Telephone Overview 14 Initial Voice Mailbox Setup 15 Configuration Options 16 Additional Information Sources 16 2 VCX BUSINESS TELEPHONE — MODEL 2102 Buttons and Controls 18 Access Buttons 20 Line Status Lights 22 Assigning Model 2102 Access Button Functions Using the TUI 22 Default Model 2102 Button Assignments 23 Viewing and Changing Speed Dial Button Information 24 3 VCX BUSINESS TELEPHON
Access Buttons 36 Feature Buttons 36 Printing Labels 38 Attendant Console Status Lights 5 39 BASIC TELEPHONE OPERATION Logging In to Your Telephone 42 Changing Your Password 43 Answering a Call 44 Making Calls 44 Making Internal Calls 44 Redialing a Call 45 Making External Calls 45 Making a Call to a Remote Office 45 Using Unique Extensions 45 Class of Service Override 46 Terminating Calls 47 Using the Telephone Display Panel 47 Controlling the Volume 49 Using the Hands Free Feature 50 Using a Headset
6 FEATURE CODES Feature Code Overview 60 Using Feature Codes 60 Feature Codes 61 7 STANDARD FEATURES Viewing the Call Logs 68 Viewing the User Directory 69 Controlling Caller ID 70 Setting up a Conference Call 71 Setting up an Unannounced Conference 71 Setting up an Announced Conference 71 Adding a Recipient to an Existing Conference 72 Creating a Cascaded Conference 72 Dropping Conference Recipients 72 Camping on a Busy Extension 73 Transferring Your Phone Settings to Another Phone 74 Forwarding Call
Monitoring a Call 88 Barging In 89 Blocking Call Monitoring 89 Remote Call Forward 90 Hunt Groups 91 Hunt Group Types 93 Logging In to a Hunt Group 95 Hunt Group Interaction With Other Features Viewing Hunt Group Membership and Status Emergency Phone Number Dialing Service 98 8 95 97 USING THE VCX USER INTERFACE Accessing the VCX User Interface 100 VCX User Interface Overview 100 Enabling Call Forwarding 104 Configuring a Call Coverage Point 105 Assigning Access Button Functions Using the VCX User Int
Wall-Mount Position 123 Security Wall-Mount Bracket 124 Opening the 3105 Attendant Console Label Cover Moving Your Telephone 125 Swapping Telephones 125 Cleaning Your Telephone 126 Troubleshooting Problems 126 INDEX 125
ABOUT THIS GUIDE This guide describes how to set up and use 3Com® VCX™ telephones and consoles. This guide is for users of the following VCX hardware and software: ■ VCX 2102 Business Telephone ■ VCX 3102 Business Telephone ■ VCX 3105 Attendant Console If release notes are shipped with your product and the information there differs from the information in this guide, follow the instructions in the release notes.
ABOUT THIS GUIDE Conventions Table 1 and Table 2 list conventions that are used throughout this guide. Table 1 Icons Icon Type Description Information note Information about important features or instructions. Caution Alerts you to potential loss of data or potential damage to an application, system, device, or network. Warning Alerts you to potential personal injury.
Related Documentation Related Documentation 11 These 3Com documents contain additional information about the products in this release that are a part of or support the 3Com Convergence Application Suite.
ABOUT THIS GUIDE The following documents provide information on products that support this release: Enterprise Management Suite ■ Enterprise Management Suite Getting Started Guide, Version 2.3 ■ Enterprise Management Suite User Guide, Version 2.3 ■ Enterprise Management Suite 2.3 for VCX 7.1 User Guide Digital Gateways ■ V7122 and V6100 Digital User Guide, Version 4.8 ■ V6100 Digital Fast Track Installation Guide, Version 4.8 ■ V7122 Digital Fast Track Installation Guide, Version 4.
1 GETTING STARTED This chapter provides a general description of your VCX telephone and describes the steps you must complete to use your phone.
CHAPTER 1: GETTING STARTED VCX Telephone Overview Your VCX telephone must be configured to work in an IP network. This means your phone must be assigned an IP address so it can communicate with other VCX phones and devices. Typically, your administrator assigns IP values, including an IP address, as part of the installation process. During the installation process, your administrator creates an account for you. This account includes a telephone number and a voice mailbox.
Initial Voice Mailbox Setup Initial Voice Mailbox Setup 15 When a caller dials your telephone number and you are unable to answer the call, the caller hears a recording and is prompted to leave a message. Before you can listen to messages in your voice mailbox, you must record your name, a personal greeting, and change the default password you use to access your mailbox. Your administrator will provide you with the default password for initial mailbox access.
CHAPTER 1: GETTING STARTED Configuration Options Simple VCX telephone operations (for example, making a call, transferring a call, and putting a call on hold) require no configuration. These operations are described in Chapter 5. Many VCX features, however, do require configuration (for example, call forwarding and speed dialing).
2 VCX BUSINESS TELEPHONE — MODEL 2102 This chapter describes the buttons and controls on the3Com® VCX™ Model 2102 Business Telephone. This chapter includes the following topics: ■ Buttons and Controls ■ Access Buttons ■ Line Status Lights ■ Assigning Model 2102 Access Button Functions Using the TUI For information about the Model 3102 Business Telephone, see Chapter 3. For information about the 3105 Attendant Console, see Chapter 4.
CHAPTER 2: VCX BUSINESS TELEPHONE — MODEL 2102 Buttons and Controls Figure 1 shows the buttons and controls on the Model 2102 Business Telephone.
Buttons and Controls 19 You can also use the Display Panel to view or enable features available through the Main menu and with feature codes (see Chapter 6 for information on using feature codes). You can access the Main menu by pressing the Program button. The following features are available: ■ User Directory — Displays a directory of the people in your organization. See Viewing the User Directory. ■ Call History — Displays logs of your recent missed, answered, and dialed calls.
CHAPTER 2: VCX BUSINESS TELEPHONE — MODEL 2102 10 Access buttons without indicator lights — See Access Buttons. For both sets of Access buttons, the telephone label maker utility, available through the 3Com web site, enables you to define and print a new label for your Access buttons. See Printing Labels. 11 Microphone (located on the underside of the telephone) — Activated when the telephone is in speaker phone mode; that is, after you press the Speaker button or the Hands Free button.
Access Buttons 21 and may allow you to reprogram some or all of the button functions. Ask your administrator for more information. You can view and change button assignments through the Telephone User Interface (see Assigning Model 2102 Access Button Functions Using the TUI) or the VCX User Interface (see Assigning Access Button Functions Using the VCX User Interface). Figure 2 Access Buttons Access buttons have the following settings: 1 OK — Press the OK button to send a call.
CHAPTER 2: VCX BUSINESS TELEPHONE — MODEL 2102 7 In this button group: ■ The first button, starting from the top, is for the Do Not Disturb feature. See Activating Do Not Disturb. ■ The second button is for the Call Forward All feature. See Call Forwarding. ■ The next 7 buttons are set to the first seven speed dial codes that you assign using the VCX User Interface through your web browser or the telephone keypad. See Speed Dialing.
Assigning Model 2102 Access Button Functions Using the TUI 23 Your administrator may allow you to reprogram a button’s function (for example, create more personal speed dial buttons). Consequently, a programmable button is one of the following states: ■ Locked — Button function can be changed only by the administrator. However, if the button function requires additional information (for example, a speed dial number or a call forward destination number), you can choose the values for the parameters.
CHAPTER 2: VCX BUSINESS TELEPHONE — MODEL 2102 Table 4 3Com Default Button Mappings for the Model 2102 Telephone Viewing and Changing Speed Dial Button Information Button Number Feature Additional Information 8 Personal Speed Dial #3 Third personal speed dial number 7 Personal Speed Dial #4 Fourth personal speed dial number 6 Personal Speed Dial #5 Fifth personal speed dial number 5 Personal Speed Dial #6 Sixth personal speed dial number 4 Personal Speed Dial #7 Seventh personal spee
3 VCX BUSINESS TELEPHONE — MODEL 3102 This chapter describes the buttons, controls, and features on the 3Com® VCX™ Model 3102 Business Telephone. This chapter includes the following topics: ■ Buttons and Controls ■ Access Buttons ■ Status Lights ■ Assigning Model 3102 Access Button Functions Using the TUI For information about the Model 2102 Business Telephone, see Chapter 2. For information about the 3105 Attendant Console, see Chapter 4.
CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102 Buttons and Controls Figure 3 shows the buttons and controls on the VCX Model 3102 Business Telephone. Figure 3 VCX Model 3102 Business Telephone *UNE AM %XTENSION 1 Soft buttons — Use the soft buttons to navigate through Display Panel options. A button’s function depends on the option selected.
Buttons and Controls 27 3 Display Panel — Displays telephone status messages, Caller ID information (if enabled), and the number of new messages (voice, e-mail, and fax) that you have in your mailbox (see Using the Telephone Display Panel for more information on how message status determines the message list). You can also use the Display Panel to view or enable features available through the Main menu and with feature codes (see Chapter 6 for information on using feature codes).
CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102 9 Telephone key pad — Use these buttons to dial telephone numbers and to access additional features. 10 Hold button — Places a caller on hold. See Putting a Call on Hold. 11 Transfer button — Sends the currently active call to another telephone. See Transferring a Call. 12 Conference button — Establishes a single call with up to three internal parties, external parties, or a combination of both. See Setting up a Conference Call.
Access Buttons 29 20 Mute button — Use this button to prevent callers from hearing you, while still hearing your callers. See Muting Calls. 21 Volume up — Raises the volume of the ringer, the speaker, the handset, or the headset. See Controlling the Volume. 22 Handset Access Buttons Figure 4 shows the 18 Access buttons on the phone. The buttons are assigned default functions (described in the following list) by 3Com.
CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102 4 Personal Speed Dial 4 5 Personal Speed Dial 3 6 Personal Speed Dial 2 7 Personal Speed Dial 1 8 Headset — Enables or disables the use of a headset connected to the telephone. See Using a Headset. 9 Do Not Disturb — Enables the Do Not Disturb feature. See Activating Do Not Disturb. 10 Forward Universal — Allows you for forward all calls to different destinations. See Call Forwarding.
Assigning Model 3102 Access Button Functions Using the TUI Assigning Model 3102 Access Button Functions Using the TUI 31 This section describes how to use the Telephone User Interface (TUI) to view, and possibly modify, the VCX features associated with the Access buttons on your telephone. You can also use the VCX User Interface to view and modify button mappings (see Assigning Access Button Functions Using the VCX User Interface).
CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102 ■ In the left column the buttons are numbered 1 through 9, bottom to top. ■ In the right column the buttons are numbered 10 through 18, top to bottom. The default, 3Com supplied button functions are shown in two tables. Ask your administrator if these defaults have changed. ■ Table 6 shows the default button mappings in the left column. ■ Table 7 shows the default button mappings in the right column.
Assigning Model 3102 Access Button Functions Using the TUI 33 Table 7 3Com Default Button Mappings for the Model 3102 Telephone – Right Column Viewing and Changing Speed Dial Button Information Button Number Feature Additional Information 10 Headset Enable/Disable None 11 Do Not Disturb None 12 Call Forward All Destination number 13 Park Park number 14 Call History None 15 Feature None 16 Local User Directory None 17 OK None 18 Release None To view the personal or system sp
CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102
4 3105 ATTENDANT CONSOLE The 3105 Attendant Console enables a receptionist to handle high call volumes efficiently. Although receptionists are the primary users of the Attendant Console, it can also be used by busy sales representatives and others who receive a high volume of telephone calls or who make frequent calls to the same telephone numbers. This chapter includes the following topics: ■ 3105 Attendant Console — A device that works along with VCX telephones to increase call handling capability.
CHAPTER 4: 3105 ATTENDANT CONSOLE 3105 Attendant Console The 3105 Attendant Console has 50 Access buttons and 4 preprogrammed Feature buttons. In effect, the Attendant Console is an extension of the VCX Business Telephone or VCX Basic Telephone with which it is associated. Figure 5 illustrates the buttons and controls on the VCX 3105 Attendant Console. Access Buttons The 50 Access buttons on an 3105 Attendant Console can each have two sets of assignments: 1 through 50, and 51 through 100.
3105 Attendant Console 37 Figure 5 3105 Attendant Console 5 6 7 1 2 3 4 8 1 Transfer button — Enables you to send a call to another telephone. See Transferring a Call. 2 Hold button — Places a caller on hold. See Putting a Call on Hold. 3 Conference button — Allows you to set up a 6-party conference call. See Setting up a Conference Call. 4 Call Park button — Places a call in a “holding pattern” so that it can be retrieved from any other telephone on the system. See Call Park.
CHAPTER 4: 3105 ATTENDANT CONSOLE 7 Access buttons — If your administrator has mapped an extension to an Access button, a light next to the button indicates whether the line is available or in use, or whether an assigned feature is enabled. See Attendant Console Status Lights. Your administrator uses the VCX Administrator web interface to map telephone extensions to Access buttons numbers. The interface numbers each button.
3105 Attendant Console 39 a In the Criteria-base Search section, in the Type of File list box, select All Downloads. b In the Product Category list box, select Convergence/IP Telephony. c In the Filename text box, enter labels.exe. d Click Search. 4 When the search results page is displayed, locate the labels.exe file for 3Com VCX V7000 IP Telephony Solution, and download it to your system. 5 Locate labels.exe on your system and double-click the file icon to start the LabelMaker program.
CHAPTER 4: 3105 ATTENDANT CONSOLE Table 8 Status Indicator Lights for System Appearance Buttons If the light is The line is Off Available for use Steady In use Blinking Do Not Disturb is enabled Blinking quickly Dialing an emergency call
5 BASIC TELEPHONE OPERATION This chapter describes how to use the basic telephone functions available on all VCX telephone models and includes the following topics: ■ Logging In to Your Telephone ■ Answering a Call ■ Making Calls ■ Terminating Calls ■ Using the Telephone Display Panel ■ Controlling the Volume ■ Using the Hands Free Feature ■ Using a Headset ■ Putting a Call on Hold ■ Transferring a Call ■ Muting Calls ■ Mute Ringer ■ Activating Do Not Disturb ■ Activating Malici
CHAPTER 5: BASIC TELEPHONE OPERATION Logging In to Your Telephone Your administrator assigns an extension (telephone number) and initial password to your phone. If you hear a dialtone and the Display Panel on your phone shows the date, time, and a telephone extension, you are logged in and can make calls: Extension: 1001 Feb 17 08:12:00 Note that your administrator initially determines the format for the date and time display.
Logging In to Your Telephone 43 In this case, use the following steps to log in to your phone: 1 Press Program + 5 + 4. For phones without a Program button, press Feature + 410 + 5 + 4. The Display Panel shows: Local Phone Number: 2 Enter your extension and press #. If the Display Panel shows a previously assigned number that you want to replace, press the middle soft button under the Display Panel to move the cursor back one space. Repeat as necessary and then enter your extension and press #.
CHAPTER 5: BASIC TELEPHONE OPERATION Answering a Call To answer an incoming call, lift the handset. Alternatively, you can press the Speaker button. If you have enabled Handsfree Active on Intercom, you can simply speak to answer internal calls. If your phone includes multiple access lines, press the Access button for the line on which the new call is arriving (the light next to the button will be flashing).
Making Calls 45 3 When you complete the call, hang up the handset. If you pressed the Speaker button, press it again to end the call. Redialing a Call Making External Calls To redial a number on a 3Com Business Telephone: ■ Pick up the handset and press Redial to dial the most recent number that you called. ■ Use the Call Logs on the display panel to redial a recently missed, answered, or dialed call. To dial an external call: 1 Pick up the handset.
CHAPTER 5: BASIC TELEPHONE OPERATION For example, suppose a company has three offices: ■ Phones at the Chicago office use an extension range from 1000 through 1999. ■ Phones at the Atlanta office use an extension range from 2000 through 2999. ■ Phones at the Dallas office use an extension range from 3000 through 3999. In this example, to call a user in Dallas, a user in Chicago dials a Dallas extension (3000 through 3999).
Terminating Calls 47 Terminating Calls You can terminate a call (hang up) by replacing the handset. Alternatively, depending on your phone model, you can press the Release button, or if the call is on Speaker, turn the Speaker off by pressing the Speaker button. Using the Telephone Display Panel The Display Panel shows the current date and time, and your extension number. It can also show features that you have enabled.
CHAPTER 5: BASIC TELEPHONE OPERATION The list of new messages in the Display Panel depends on the status of each message. A new message can be: ■ Unreviewed — An unreviewed message has never been listened to or acted upon (saved or deleted). ■ Reviewed — A reviewed message has been listened to but has not been acted upon (saved or deleted). A message may reach this state if you listen to the message and then hang up.
Controlling the Volume 49 and 3101SP Basic Telephones have no buttons that can be mapped for speed dialing. ■ System Speed Dial — System speed dial numbers can be configured at the telephone or through the VCX User Interface, which is accessed through the web (see Chapter 8). The VCX Model 3101 and 3101SP Basic Telephones have no buttons that can be mapped for speed dialing. ■ Advanced Settings — Configures network parameters, sets your phone password and changes your login status.
CHAPTER 5: BASIC TELEPHONE OPERATION When you press a Volume Control button, the Display Panel shows the volume setting as a series of dark vertical bars. Repeatedly pressing a Volume Control button raises the volume (increases the number of displayed bars) or lowers the volume (decreases the number of displayed bars. You can also use Feature Codes to adjust the volume. Pressing Feature + 102 raises the volume (increases the number of displayed bars by one).
Putting a Call on Hold 51 To answer a call when you are using the headset: 1 Put the headset on. When a call comes in, press the System Appearance button beside the flashing light.You are connected to the call. The handset can be either on hook or off hook. 2 To end a call when you are using the headset, press the Release button on the telephone.
CHAPTER 5: BASIC TELEPHONE OPERATION The VCX system’s WAV file importing capabilities are solely an accommodation to you and shall not constitute a grant or waiver (or other limitation or implication) of any rights of the copyright owners in any audio content, sound recording or underlying musical or literary composition.
Transferring a Call Unattended Transfer 53 In an unattended transfer, you transfer the call without notifying the recipient. You can either use the Transfer button or the transfer feature code: 1 While on a call, press Transfer. The call is placed on hold, you hear a dial tone, and the system prompts you enter a destination number. 2 Dial the number to which you want to transfer the call. 3 Hang up. The call is disconnected as soon as the transfer starts, which frees up your line.
CHAPTER 5: BASIC TELEPHONE OPERATION Serial Transfer A serial transfer is like an unattended transfer except that when the destination hangs up at the end of the call, the caller rings back to you as the attendant who made the transfer. With your help, the caller can make a single call to the organization and make a series of internal connections with a series of transfers.
Mute Ringer 55 To mute your phone: 1 While you are on a call, press Mute. The light next to the Mute button comes on. Callers cannot hear you. 2 To turn this feature off, press Mute. Mute Ringer You can prevent the phone’s ringer from ringing by enabling this feature. By default, the phone’s ringer is enabled (feature disabled). You can enable or disable the phone’s ringer at any time while either on the phone or on-hook, but the change takes effect on the next incoming call.
CHAPTER 5: BASIC TELEPHONE OPERATION phones enables Do Not Disturb, the feature applies to all phones—an incoming call will not ring on any of the phones. ■ You can use the phone to dial outgoing calls. ■ If you enable Do Not Disturb while one or more calls are ringing, the pending calls are sent to your call coverage point and Do Not Disturb is enabled for all subsequent calls.
Activating Malicious Call Trace Once you use the Malicious Call Trace feature code during a call, you cannot revoke it.
CHAPTER 5: BASIC TELEPHONE OPERATION
6 FEATURE CODES This chapter describes how to use VCX feature codes on a VCX telephone to enhance the operation of your phone. A feature code is a sequence of numbers you enter on the telephone keypad to enable a feature that is not mapped to a button.
CHAPTER 6: FEATURE CODES Feature Code Overview Some common telephone features are mapped to buttons (Hold, for example). However, the number of buttons varies on each model of VCX phone. Furthermore, the number of VCX features exceeds the number of buttons available on any phone. Feature codes allow the VCX telephone feature set to be available to all VCX phones, regardless of the number of buttons on the phone. Each feature is assigned a unique three-digit feature code.
Feature Codes 61 Feature + 446 or *446 Then, either press Ok or press Feature + 120 to complete the command. Some features require additional information. For example, if you want to enable call forwarding when your phone is busy, you must designate the extension to which you want your calls forwarded. The feature code for Call Forward Busy is 467.
CHAPTER 6: FEATURE CODES notation represents a variable that you must supply, for example, a telephone extension. Table 9 VCX Feature Codes Alphabetical by Feature or Task Feature Feature Code Entry Description Anonymous Now (Enable/Disable) Feature + 889 See Controlling Caller ID. Or *889 Anonymous Next (Enable/Disable) Feature + 890, then See Controlling Caller ID. Or *890* Barge In Feature + 428 Used with Silent Monitor.
Feature Codes 63 Table 9 VCX Feature Codes Alphabetical by Feature or Task (continued) Feature Feature Code Entry Description Conference Call Feature + 430, then , then See Setting up a Conference Call. Feature + 430 Display Software Version Feature + 837 Displays the current version of VCX software running on the phone. Do Not Disturb (Enable/Disable) Feature + 446 See Activating Do Not Disturb. Or *446 Hands Free Feature + 100 Enables or disable the Hands-Free feature.
CHAPTER 6: FEATURE CODES Table 9 VCX Feature Codes Alphabetical by Feature or Task (continued) Feature Feature Code Entry Description Remote Call Forward Feature + 468, then + #, then + # See Remote Call Forward. Or *468* * Retrieve Voice Mail Feature + 600 Or *600 The first entry simulates pressing the MSG button. The second entry allows you to leave a message in another mailbox or access your own mailbox.
Feature Codes 65 Table 9 VCX Feature Codes Alphabetical by Feature or Task (continued) Feature Feature Code Entry Description Speed Dial — Personal Feature + 601 + n Allows you to dial a personal speed dial number. To configure personal speed dialing, see Speed Dialing. Or *601*n, where n is the speed dial digit (1 through 9) associated with the number you want to dial. Speed Dial — System Feature + 700 + speed dial number Or Allows you to dial a system speed dial number.
CHAPTER 6: FEATURE CODES Table 9 VCX Feature Codes Alphabetical by Feature or Task (continued) Feature Feature Code Entry Description Volume — Up or Down Feature + 102 to raise the volume or Feature + 103 to lower the volume Adjusts the volume setting for the current mode: ■ ■ ■ If the handset is in the cradle and the speaker is disabled, adjusts the ring volume setting. If the speaker is enabled, adjusts the speaker volume setting.
7 STANDARD FEATURES This chapter describes the standard VCX telephone features that you can set up and access through the Telephone User Interface (TUI) on your telephone. Chapter 8 describes the telephone features that require configuration through the VCX User Interface.
CHAPTER 7: STANDARD FEATURES Viewing the Call Logs You can use the Call History feature to display your call logs. These are the logs of the 10 most recent placed calls, received calls, missed calls and unreviewed calls to and from your telephone. From the call logs you can select calls and the phone automatically dials them. The VCX User Interface provides a Call History log of the most recent 100 calls made to or from your extension and the times of those calls.
Viewing the User Directory Viewing the User Directory 69 You can view a list of users in your organization and their extensions in the Display Panel. When you select a displayed user, your VCX phone automatically dials the extension. The Users Directory can be local or global. ■ Local users are typically located in the same office and share the same call processor.
CHAPTER 7: STANDARD FEATURES Controlling Caller ID This section describes how to enable and use Caller ID privacy features. By default, the VCX system shows your Caller ID (your name and extension) on the Display Panel of the telephone receiving your call if that telephone supports Caller ID. You can control whether the VCX system sends your Caller ID when you make a call.
Setting up a Conference Call Setting up a Conference Call 71 The conference feature enables you to have up to six parties, including the conference originator, on one conference with the capability to extend a conference through cascading. Conferences can be multi-site capable where any endpoint in a conference can be located anywhere within the VCX system. When you set up a conference call, you cannot: ■ Conference a page group number ■ Be monitored or barged in.
CHAPTER 7: STANDARD FEATURES ■ If the recipient does not want to take the call, hang up the second call and go back to the first call by pressing the Hold button for that call. Adding a Recipient to an Existing Conference While participating in a conference of three to five people, any recipient in the conference can add a new recipient.
Camping on a Busy Extension 73 To drop conference recipients, follow these steps: 1 While on a conference, the conference originator presses the Drop soft (right) button. The Conference Drop window displays in the Display Panel. 2 Scroll to the drop action you want to take, either (1) Last or (2) All, and press the appropriate number on the keypad. The party (Last) or the conference (All) is dropped.
CHAPTER 7: STANDARD FEATURES To camp on an extension when you transfer a call: 1 When you are transferring a call and hear a busy tone, press Feature + 469. The system camps on the phone you are calling. Explain to the person whose call you are transferring that the call will call back. When you hang up, the person whose call you are transferring is put on hold. 2 When the called extension becomes available, the system calls the destination extension.
Transferring a Call to Another User’s Voice Mail 75 When you forward incoming calls to your voice mailbox: ■ An incoming call rings once on your phone and is then sent to your voice mailbox. If you are logged in to multiple phones, each using the same phone number, and one of the phones enables forward to voice mail, the feature applies to all phones—an incoming call rings once on all of the phones and is then sent to your voice mailbox.
CHAPTER 7: STANDARD FEATURES To transfer a call to another subscriber’s voice mail: 1 While on a call, press Feature + 441. The Display Panel shows the following prompt: Transfer VMail Number: 2 Enter the extension of the subscriber whose mailbox will receive the call. The caller hears the mailbox greeting of the target subscriber but the subscriber’s phone does not ring. Alternatively, you can use the following procedure: 1 While on a call, press Transfer.
Speed Dialing 77 the ringer (but flash the MWI) on your current call to let you know that another call has arrived on another access line. 1 When you hear a ring tone or see the MWI flashing, press the Hold button to put the current call on hold. 2 Press the Access button for the incoming call. 3 To toggle between the two calls, put the current call on hold and then press the Access button for the call you want.
CHAPTER 7: STANDARD FEATURES Interface. See Chapter 8 for information on accessing the VCX User Interface; see the online Help for information on creating speed dials. Note that the two interfaces are synchronized. A speed dial created or modified in one interface appears in the other interface. A speed dial deleted in one interface is deleted in the other interface. Configuring Personal Speed Dial Numbers You set up speed dialing through the Telephone User Interface using the Program button.
Speed Dialing 79 Make sure you write the name of the person whose number you have stored and the corresponding Speed Dial Access button or feature code. Alternately, you can configure personal speed dial numbers by following these steps: 1 Press the SA line button. 2 Enter *601* + + * + . 3 Press the # button to store the number.
CHAPTER 7: STANDARD FEATURES To dial a configured speed dial number on any VCX phone: 1 Pick up the handset. Or press the Speaker button. 2 Press Feature. 3 Enter the feature code associated with the number you want to dial. For example, if the number you want to speed dial is mapped to Speed dial 2, enter the following through the Telephone User Interface: Feature + 601 + 2 Alternatively, you can skip pressing the Feature button and enter: *601*2 Note that, with this syntax, you cannot enter *602.
Call Forwarding 81 To use a system speed dial number: 1 Pick up the handset or press the Speaker button. 2 Press the Feature button plus 700 plus the system-wide speed dial number for the number that you want to call. Alternatively, you can scroll to System Speed Dials on the Display Panel, press Slct, scroll to the number that you want to dial, and press Slct again. If you dial a speed dial code that has no number assigned to it, the display panel on your telephone shows the message “Empty speed dial.
CHAPTER 7: STANDARD FEATURES If your telephone is part of a bridged extension, see Call Forward, Forward to Voice Mail, and Bridged Line Calls for additional information. You can also use the VCX User Interface to configure Call Forward, Fall Back to Coverage. When you enable this feature, a forwarded call that is not answered at the forwarding destination falls back to your extension's coverage (either voicemail or Auto Attendant). See Enabling Call Forwarding.
Call Park 83 The Call Park feature is useful when the recipient is elsewhere in the building or you want to continue a call on another telephone and transferring the call does not give you enough time to retrieve it. When you park a call, you assign it a Call Park extension, which you (or another user) use to retrieve it. The default Call Park extension numbers are 800 through 899 inclusive. Ask your administrator to verify the Call Park extensions for your location.
CHAPTER 7: STANDARD FEATURES Paging Paging lets you activate the speakers and broadcast a message to all of the available phones in a paging group. Your administrator defines the members of a paging group and an extension to dial to page that group. A phone in a group is available to receive pages if it has a speaker, unless: ■ the phone is not logged in ■ the phone has a call ringing, connected, or on hold ■ the phone has Do Not Disturb, Call Forwarding, or Forward to Voicemail enabled.
Call Pickup Call Pickup 85 Use the Call Pickup feature to answer a call that is ringing on another telephone. There are two types of call pickup: ■ Directed Call Pickup — Allows you to answer a call ringing on the phone of a specific user. Both you and the other user must be members of the same Directed Call Pickup group. Each Directed Call Pickup group is assigned a security code by the administrator. You must enter this security code when using Directed Call Pickup to answer a call.
CHAPTER 7: STANDARD FEATURES Using One-Touch Pickup: 1 Pick up the handset. 2 Press the Access button that you have assigned to Directed Pickup. 3 Dial the extension number of the ringing telephone. Group Call Pickup To answer a call that is ringing on a group member’s telephone: 1 Pick up your handset. 2 Dial the Group Call Pickup extension. The call is directed to your telephone.
Silent Monitor and Barge In 87 customer to ensure proper customer support. Unless the supervisor barges in, neither the agent or the customer are aware that the supervisor is monitoring the call. To invoke Silent Monitor, the supervisor enters a feature code followed by the extension to be monitored (see Monitoring a Call). The supervisor, in this case, is defined as a user who is allowed to invoke the Silent Monitor feature for that particular extension.
CHAPTER 7: STANDARD FEATURES Monitoring a Call ■ If a customer or agent terminates a monitored call by hanging up, the supervisor will be disconnected from the session. ■ Supervisors cannot monitor conference calls. ■ The agent, the customer, and the supervisor can place a monitored call on hold. The results depend on who places the call on hold and whether or not Music On Hold (MOH) is enabled.
Silent Monitor and Barge In Barging In 89 Barge In allows a supervisor to speak to the agent and customer during a monitored call. While you are silently monitoring a call, your phone shows Barge In in the lower right corner of the Display Panel. If you barge in to the call, the display changes to SilentM. You can use Soft button 3 (the button just below Barge In or SilentM to toggle between silent monitor mode and barge in mode.
CHAPTER 7: STANDARD FEATURES Enter the phone number: Press # to complete! 3 Enter the extension of the private call and press #. Alternatively you can combine steps 2 and 3 by using the following single command after picking up the handset: *429* For , you can either enter the private phone extension or press a speed dial button mapped to that extension.
Hunt Groups 91 *468** Remote call forwarding can be disabled either on the phone that set up remote call forwarding or on the extension whose calls you no longer want to remotely forward. For example, extension 1001 has used feature code 468 to specify that all of extension 1000’s calls be forwarded to extension 1002. You can disable remote call forwarding on extension 1000 or 1001: ■ On extension 1001: a Press Feature + 468.
CHAPTER 7: STANDARD FEATURES on the phone of one hunt group member. If that member’s telephone is in use, or if that member does not answer the call, the system “hunts” for another member of the group until the call is answered or is forwarded to the group call coverage point. For example, if there are no available members of the hunt group, the call might be forwarded to a group mailbox or to the receptionist.
Hunt Groups Hunt Group Types 93 The type of hunt group to which you belong determines how incoming calls are allocated to group members. Your administrator can configure a linear hunt group, a circular hunt group, and a calling group. To illustrate the differences between hunt group types, assume the administrator has configured four members for each type: A, B, C, and D. Note that a member must be logged in to both the VCX system and the hunt group to receive a call.
CHAPTER 7: STANDARD FEATURES ■ Device Timeout — Specifies how long the VCX call processor rings at one extension before moving to the next extension if there is no answer. ■ Total Timeout — Specifies how long the VCX call processor attempts to make a connection within the hunt group before directing the call to the hunt group’s default call coverage point.
Hunt Groups 95 calls go to the call coverage point. However, Hunt Group calls always ring on a member’s phone, regardless of the Do Not Disturb setting. If your telephone is part of a bridged extension, see Hunt Groups and Bridged Line Calls for additional information. Logging In to a Hunt Group When your administrator gives you your hunt group membership information, you can log in to your hunt group (or groups if you have been assigned membership in multiple groups).
CHAPTER 7: STANDARD FEATURES groups that they belong to. All directly-dialed internal calls can still be accepted by that member. ■ With a hunt group, the VCX User Interface Selective Ringing feature allows you to change the default ring tone to one of 27 ring tones, delay the ring for a specified number of seconds, or silence the ringer and only allow the phone to flash. ■ A hunt group call can be added to a conference.
Hunt Groups ■ Viewing Hunt Group Membership and Status 97 If you are a member of one or more hunt groups, the phone message button acts as a MWI for the hunt group voice mailbox even if you are not logged in to the hunt group. Pressing the message button displays a menu which shows number of new messages in each mailbox, including your personal mailbox. You can use the arrow navigation keys to locate a voice mailbox. Press the message button to access the selected mailbox.
CHAPTER 7: STANDARD FEATURES Emergency Phone Number Dialing Service VCX phones provide the capability to dial an emergency phone number even when the phone is not logged in to a VCX system. The phone must be properly configured, connected to an operational VCX system, and the region must support this service. If the VCX system is not operational, an emergency call can be routed (optionally) directly through a PSTN media gateway.
8 USING THE VCX USER INTERFACE This chapter describes how to access the VCX User Interface application. It also provides a description of the options available to manage your user account and VCX telephone from this web-based application. Features that require configuration through the application and, subsequently, on the telephone itself are described in more detail. Your administrator determines whether the features in this chapter are available for your telephone or for the entire system.
CHAPTER 8: USING THE VCX USER INTERFACE Accessing the VCX User Interface You can use the VCX User Interface to access and manage advanced VCX telephone features, change your web login password, and modify your personal account information. The VCX User Interface is a web-based application.
VCX User Interface Overview 101 Each option (except Log Out) is associated with a set of tabbed pages shown on the right side of the window. When you select an option, the set of tabbed pages changes. Click on a tab to display its contents. Each tabbed page includes a text box that describes the purpose of the page. Each text box also includes a Help button. If you need more information on a page, click Help to launch the VCX User Interface online Help system.
CHAPTER 8: USING THE VCX USER INTERFACE ■ ■ Bridge Permissions — Enables you set up your extension so that up to four other users can receive your calls on their phone. After configuring bridge permissions through the VCX User Interface, see Enabling Bridged Extensions for additional information. This feature is not supported on Basic 3101 phones. Bridged Phones — Displays up to four extensions that are bridged to your phone.
VCX User Interface Overview 103 cannot add, modify, or delete a system speed dial number. However, you can export the list to a Microsoft Excel spreadsheet. You can also map a system speed dial number to a button on your phone (see Assigning Access Button Functions Using the VCX User Interface). See Dialing System Speed Dial Numbers.
CHAPTER 8: USING THE VCX USER INTERFACE ■ Groups ■ ■ ■ ■ Enabling Call Forwarding Hunt Groups — Allows you to view the hunt groups you belong to and your current login status for each group. See Hunt Groups. Page Groups — Allows you to view the page groups configured on your system. When you dial the group page extension, speakers are activated on the telephones that are members of the group. As you speak into your handset, your voice is broadcast on the activated speakers. See Paging.
Configuring a Call Coverage Point 105 Call Forward, Fall Back to Coverage feature, a forwarded call that is not answered at the forwarding destination falls back to your extension's coverage. This call coverage point must be either voice mail or Auto Attendant (the call cannot fall back to another extension or to no coverage; see Configuring a Call Coverage Point). For example, a call to extension A gets forwarded to extension B if extension A is busy. Extension A has also enabled the Fall Back option.
CHAPTER 8: USING THE VCX USER INTERFACE ■ The call cannot be answered because the destination is busy or unreachable (logged out or disconnected from the network). The default call coverage point is voice mail. However, your administrator can specify a different default for all subscribers by creating a Predefined rule, or you can set your own call coverage point by creating a User rule.
Enabling Bridged Extensions 107 To view the functions currently mapped to buttons on your phone: 1 Log in to the VCX User Interface, select the My Extensions option, then access the Button Mappings tabbed page. 2 Choose your telephone model (for example, the Model 3102 Business phone) and click Select. CAUTION: The VCX User Interface cannot determine your telephone model. You must select the correct model from the drop down list.
CHAPTER 8: USING THE VCX USER INTERFACE Bridging an extension requires three steps: 1 On the phone whose extension you want to bridge (for example, extension 1000): a Log in to the VCX User Interface, select the My Extensions option, then access the Bridge Permissions tabbed page. b Specify the extension (for example, extension 1001) that you want to receive a bridged call and click Add.
Enabling Bridged Extensions 109 The primary phone user can make calls on a bridged line. The secondary phone user can answer calls that are made to the primary phone’s extension but cannot make calls using the buttons that are associated with the primary telephone. (In fact, the buttons on the secondary phone associated with the primary phone function as speed dial buttons to the primary phone.) Both users can use VCX features to manage bridged calls.
CHAPTER 8: USING THE VCX USER INTERFACE Bridged Line Interaction with Other Features Calls to a bridged extension can be managed by a primary user or a secondary user, like non-bridged calls. For example, bridged calls can be parked, put on hold, transferred, or conferenced. A call to a bridged extension can be affected by call coverage points, call forwarding settings, and Do Not Disturb settings on the primary and secondary phones.
Enabling Bridged Extensions ■ 111 If a secondary phone enables Do Not Disturb and no other secondary phones are available, the call rings on the primary and there is no indication of the call on the secondary phone. ■ ■ If the primary does not answer, the call goes to the primary phone’s Call Forward destination when the Call Forward - Ring No Answer ring timeout value is reached. If the primary does answer or put on hold, the secondary phone’s SA light does indicate call status.
CHAPTER 8: USING THE VCX USER INTERFACE ■ If the primary phone has Hands Free enabled, a call rings briefly on the secondary phone before it is automatically answered by the primary phone. ■ If the secondary phone has Hands Free enabled, only calls made to the secondary's phone extension are answered Hands Free. Calls to primary phone are not answered Hands Free on the secondary phone; they appear as normal bridge calls.
Enabling Bridged Extensions 113 While on a bridged call, the primary phone user can also press a free SA line to transfer the call from a BSA line to a SA line. Or, a call connected on a SA line can be transferred from the SA line to its BSA line. A secondary phone user, however, can only transfer a call from an SA line to BSA line but cannot transfer a bridged call to an SA line. Both primary and secondary phones can set up a 3-way conference call on a bridged line.
CHAPTER 8: USING THE VCX USER INTERFACE secondary phone. Doing so returns an error, and the call keeps ringing on all primary and secondary phones. Attendant Console and Bridged Line Calls The VCX administrator can map primary phone numbers and secondary phone numbers to buttons on a VCX 3105 Attendant Console. In this case, status lights on the Attendant Console show that the bridged line is in use for primary and secondary phones.
Logging Out Logging Out To log out of the VCX User Interface, follow these steps: 1 From any screen, click the Log Out button just above the copyright notice. The Login screen appears. 2 Close your web browser.
CHAPTER 8: USING THE VCX USER INTERFACE
A TELEPHONE INSTALLATION AND MAINTENANCE This chapter covers these topics: ■ Connecting the Telephone ■ Attaching and Adjusting the Articulating Support Bracket ■ Opening the 3105 Attendant Console Label Cover ■ Installing the 3102 Telephone Label Plate ■ Attaching and Adjusting the Fixed Support Bracket ■ Moving Your Telephone ■ Swapping Telephones ■ Cleaning Your Telephone ■ Troubleshooting Problems
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Connecting the Telephone Although the connector layout varies between telephones, all VCX telephones and attendant consoles use these symbols to identify the connectors: Power connection for an AC power adapter. Network connection. Connects the device to the network. A powered Ethernet cable that conforms to the Power over Ethernet (IEEE 802.
Connecting the Telephone 119 Figure 6 Underside of the VCX 3102 Business Telephone 1 2 3 4 6 5 CAUTION: The VCX system operates over the LAN, not through traditional telephone wiring. Your telephone connects to the VCX system through an RJ-45 LAN connector instead of an RJ-11 telephone connector. Your telephone will not work unless it is connected properly. Ask your administrator if you have questions about your telephone connection.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Installing the 3102 Telephone Label Plate The VCX 3102 Business Telephone has a label plate with localized button labels that you must install. Once you snap the plate onto the telephone, you cannot remove it. To install the plate, slip the tabs along the top edge of the plate into the slots on the telephone, and then press firmly along the bottom edge of the plate until you feel it snap into place.
Attaching and Adjusting the Articulating Support Bracket 121 Figure 8 Attaching the Support Bracket To attach the support bracket, 1, snap the bracket into the mounting supports 2, on the bottom of the telephone. 2 1 After you connect the cables to the phone, press the cables into the cable management clamps 3, on the stand.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Figure 10 Wall Mounting a 3102 Telephone When you mount a 3101, 3101SP, 3102, or 3103 telephone on a wall, attach the support bracket and adjust it so that the bottom of the support bracket rests against the bottom supports on the telephone, 1. Safe wall mounting requires 3/4-inch drywall and 1.5-inch drywall screws.
Attaching and Adjusting the Fixed Support Bracket 123 Figure 11 Low-Profile and High-Profile Desktop Positions Wall-Mount Position To mount an VCX 2102 telephone on a wall, put the bracket on the opposite end of the telephone in the low-profile position. Pull and twist the knob on the underside of the phone 90 degrees (Figure 12) so that the spring- loaded peg projects out on the top of the phone (Item 1 in Figure 13).
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Figure 13 shows an VCX 2102 Telephone in the wall-mount position. Safe wall mounting requires 3/4-inch drywall and 1.5-inch drywall screws.
Opening the 3105 Attendant Console Label Cover Opening the 3105 Attendant Console Label Cover 125 For instructions on how to create and print labels, see Printing Labels on page 38. Figure 14 3105 Attendant Console Label Cover Tabs After you print the labels and then cut them out, remove the plastic cover from the Attendant Console by pulling up on the two tabs at the top of the Attendant Console until the top of the cover pops off.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Cleaning Your Telephone Always unplug your telephone from the power source and from the network before you clean it. Use a soft cloth dampened with mild detergent. WARNING: Failure to unplug the telephone before you clean it could result in electrical shock. Troubleshooting Problems Table 11 lists possible problems that you may encounter and the most likely solutions.
Troubleshooting Problems 127 Table 11 Possible Problems (continued) Possible Problem Suggested Solutions On my VCX Business You have the Hands Free feature enabled. For details, Telephone, all incoming see Using the Hands Free Feature. internal calls come over my speaker phone. My telephone is not forwarding my incoming calls to my voice mailbox. Verify that you have activated the Forward to Voice Mail feature. For details, see Forwarding Calls to Voice Mail.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
INDEX Numbers 2102 Business Telephone figure and features 18 line status lights 22 mapping button functions (VCX UI) 22 programmable access buttons 20 3102 Business Telephone figure and features 26 line status lights 30 mapping button functions (VCX UI) 31 programmable access buttons 29 3105 Attendant Console 35 creating labels 38 figure and features 37 overview 36 A access buttons 2102 Business Telephone 20 3102 Business Telephone 29 accessing the VCX User Interface 100 all calls (call forwarding) set th
INDEX conference call announced 71 cascaded conference 72 dropping recipients 72 setting up 71 unannounced 71 configuration interface options 16 connecting telephones caution, RJ-45 versus RJ-11 jacks 119 electrical power 118 Console Manager Software 35 features 40 D dial tone, troubleshooting an NBX Telephone 126 dialing a remote office using a unique extension 45 dialing while on a call 52 directed call pickup 85 directory of users global 69 local 69 display panel using 68 Do Not Disturb activating
O mute ringer 55 muting calls 54 O one-touch speed dials 77 overview 14 P paging 84 parking a call 82 password 42 changing 43 for telephone and mailbox access 102 for VCX User Interface 100 changing 101 personal speed dials 77 phone settings transferring to another phone 74 position, wall-mount bracket 123 problems solving 117 programmable access buttons 2102 Business Telephone 20 3102 Business Telephones 29 R redialing 45 registrations through the VCX User Interface 102 relocating telephones 125 Remote
INDEX V VCX 2102 Business Telephone see 2102 Business Telephone VCX 3102 Business Telephones see 3102 Business Telephone VCX 3105 Attendant Console see 3105 Attendant Console VCX User Interface accessing 100 logging out 115 set up selective ringing 103 setting ring patterns 101 setting the time zone 102 viewing call history 101 viewing phone registrations 102 viewing the user directory 101 voice mail problems with 126 volume controlling 49 W Wait for NCP message 127 wall-mount bracket 123 Z zone pag
