NBX Telephone Guide ® Telephones ■ NBX 1102 Business Telephone ■ NBX 2102 Business Telephone ■ NBX 2102-IR Business Telephone ■ NBX 2101 Basic Telephone Attendant Consoles http://www.3com.
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CONTENTS ABOUT THIS GUIDE How to Use This Guide 7 Conventions 8 Documentation 9 Comments on the Documentation 1 9 GETTING STARTED Setting Up Your Password and Voice Mail for the First Time NBX NetSet Utility 13 Starting the NBX NetSet Utility 13 Navigation and Shortcut Icons in the NBX NetSet Utility Quick Reference Sheets 14 2 11 14 NBX BUSINESS TELEPHONES Business Telephone Buttons and Controls 16 Programmable Access Buttons on the Business Telephone 19 Default Settings 19 Status Lights for System
Changing Your Password 26 Security Tips 27 Changing Your Name Announcement and Personal Greeting Listening to NBX Messages 28 From Your Computer 29 From Your NBX Telephone 29 From Any Internal NBX Telephone 29 From a Remote Location 29 Information About Your Messages 30 Replying to a Message 31 Forwarding a Message 31 Creating and Sending a Message 33 Creating Personal Voice Mail Group Lists 34 Modifying or Deleting Groups 35 Marking a Message as Private or Urgent 36 Forwarding Incoming Calls to Your Call C
Direct Mail Transfer 46 Establishing a Conference Call 46 More About Conference Calls 47 Disconnecting the Last Person That You Called Setting the Volume 48 6 48 PERSONALIZING YOUR TELEPHONE Guidelines About Features on NBX Telephones 50 Ringer Tones 50 Speed Dials 51 Personal Speed Dials 51 System-wide Speed Dials 52 Special Case: One-Touch Speed Dials 53 Printing Speed Dial Lists 54 Printing Labels for NBX Telephones 54 Off-Site Notification 55 Do Not Disturb 58 Preventing Unauthorized Use of Your Tele
Hunt Groups and Calling Groups 68 Hunt Groups 68 Calling Groups 71 Group Membership 71 Call Park 72 Paging 73 Dialing a Call to a Remote Office 74 Using Unique Extensions 74 Using Site Codes 74 Bridged Extensions 75 Delayed Ringing 76 Pulse Dialing 76 Using a Feature Code 77 Using a Mapped Button 77 Using a Personal Speed Dial 77 Additional Applications 77 8 ATTENDANT CONSOLES NBX 1105 Attendant Console 80 Attendant Console Labels 82 Complement Attendant Software 83 Managing Calls 84 A TELEPHONE INSTALL
ABOUT THIS GUIDE This guide is intended for anyone using NBX® Telephones, the NBX 1105 Attendant Console, or the NBX Complement Attendant Software. It includes information about using the NBX Voice Mail system and the NBX NetSet™ administration utility for personal telephone settings. If the information in the release notes (readme.pdf) on the Resource Pack CD differs from the information in this guide, follow the instructions in the release notes.
ABOUT THIS GUIDE Conventions Table 2 defines some commonly used words and phrases in this guide. Table 2 Common Terms Term Definition Auto Attendant The set of voice prompts that answers incoming calls and describes actions that a caller can take to access individual services. Administrator The person who is responsible for maintaining your 3Com Networked Telephony Solution. Receptionist The person who answers the majority of incoming telephone calls.
Documentation Documentation 9 The documentation set for 3Com NBX Networked Telephony Solutions is designed to help NBX telephone users, installers, and administrators maximize the full potential of the system. The NBX Resource Pack CD contains many guides to the NBX products and their related 3Com applications. To order a set of paper copies of the NBX Administrator’s Guide, NBX Installation Guide, and NBX Telephone Guide, as well as the NBX Resource Pack CD, contact your authorized 3Com NBX reseller.
ABOUT THIS GUIDE
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 Sheets 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 and Messaging Password Feature NBX Business Phones NBX Basic Phones Analog Telephones If your system uses NBX Messaging, follow the NBX voice prompts to set your NBX password (which is the same for NBX NetSet and voice messaging) OR use the NBX NetSet utility, described next.
NBX NetSet Utility NBX NetSet Utility 13 The NBX NetSet administration utility has two interfaces: ■ Administrator — Your administrator logs on with a special password and uses the NBX NetSet utility to manage and configure system-wide telephone settings and many of the settings for your telephone.
CHAPTER 1: GETTING STARTED Navigation and Shortcut Icons in the NBX NetSet Utility The icons at the lower right of any Personal Settings window allow you or your administrator to navigate to the following features: Table 5 Navigation Icons Icon Action Where You Go Back ■ User — The main NBX NetSet login dialog box ■ Administrator — The NBX NetSet main menu window.
2 NBX BUSINESS TELEPHONES This chapter describes the buttons, controls, and features on the following NBX telephone models: ■ NBX 1102 Business Telephone ■ NBX 2102 Business Telephone ■ NBX 2102-IR Business Telephone The chapter covers these topics: ■ Business Telephone Buttons and Controls ■ Programmable Access Buttons on the Business Telephone ■ Status Lights for System Appearance Buttons on the Business Telephone Unless otherwise noted, the features discussed in this chapter apply to all NB
CHAPTER 2: NBX BUSINESS TELEPHONES Business Telephone Buttons and Controls Figure 1 shows the buttons and controls on the NBX Business Telephone. Figure 1 NBX Business Telephone (Model 2102-IR Shown) 1 2 3 4 5 6 7 8 9 10 a–f 20 11 12 13 14 15 16 19 18 17 The NBX Business Telephones have these features: 1 Handset 2 MSG (Message) button — Accesses your voice mail messages through the NBX Messaging system. See “Listening to NBX Messages” in Chapter 4.
Business Telephone Buttons and Controls 17 5 Soft buttons — Allow you to select names from the internal user directory, select and dial a personal speed dial or system-wide speed dial, and select and redial a recent call to or from your telephone. See “Using the NBX Telephone Display Panel” in Chapter 5.
CHAPTER 2: NBX BUSINESS TELEPHONES 15 Redial button — Redials the last telephone number or extension that you called. See “Redialing a Call” in Chapter 5. 16 Speaker button — Enables you to use the speaker phone feature. Press the Speaker button before you dial the call, when your telephone is ringing, or while a call is in progress. To turn the speaker phone off and resume the conversation, pick up the handset. 17 Volume control buttons — Adjust the volume of the ringer, the speaker, and the handset.
Programmable Access Buttons on the Business Telephone Programmable Access Buttons on the Business Telephone 19 Figure 2 displays the 18 programmable Access buttons. The One-Touch Speed Dials screen in the NBX NetSet utility shows your telephone’s current button mappings.
CHAPTER 2: NBX BUSINESS TELEPHONES Status Lights for System Appearance Buttons on the Business Telephone The light for each Access button that is set up as an incoming line (system appearance) indicates the status of the button. Table 6 shows the light pattern that is associated with the status of each line status. Table 6 Status Indicator Lights Light Status Off The line is available for use. Steady The line is in use. Fast blink The line is ringing. Slow blink The line is on hold.
3 NBX BASIC TELEPHONE This chapter describes the buttons, controls, and features that are specific to the NBX 2101 Basic Telephone. It covers these topics: ■ Basic Telephone Buttons and Controls ■ Programmable Access Buttons on the Basic Telephone ■ Programmable Access Buttons on the Basic Telephone Unless otherwise noted, the features discussed in this chapter apply to the SuperStack 3 NBX, NBX 100, and NBX 25 Networked Telephony Solutions.
CHAPTER 3: NBX BASIC TELEPHONE Basic Telephone Buttons and Controls Figure 3 shows the buttons and controls on the NBX Basic Telephone. Figure 3 NBX Basic Telephone (Model 2101) 2 1 3 4 12 5 6 7 8 11 10 9 The NBX Basic Telephone has these features: 1 Handset 2 Display panel — Provides telephone status messages (see Table 7), Caller ID, Locked Telephone, and other feature information (if enabled), and the number of messages in your voice mail mailbox.
Programmable Access Buttons on the Basic Telephone 23 4 Scroll buttons — Allow you to scroll through user names in the internal user directory, view your personal speed dials and system-wide speed dials, and view recent calls to and from your telephone. See “Using the NBX Telephone Display Panel” in Chapter 5. 5 MSG (Message) button — Accesses your voice mail messages through the NBX Messaging system. See “Listening to NBX Messages” in Chapter 4.
CHAPTER 3: NBX BASIC TELEPHONE Status Icons on the Basic Telephone Your NBX Basic Telephone allows you to use two telephone lines at the same time. On the display panel, the behavior of the telephone icon next to the number 1 (for Line 1) on the first row, or 2 (for Line 2) on the second row, indicates the status of the lines. See Table 7.. Table 7 Status Indicator Behavior for the Telephone Icon in the Display Panel Telephone Icon Status Steady The line is in use. Fast blink The line is ringing.
4 NBX VOICE MESSAGING This chapter covers these topics: NBX Messaging Components ■ NBX Messaging Components ■ Changing Your Password ■ Changing Your Name Announcement and Personal Greeting ■ Listening to NBX Messages ■ Replying to a Message ■ Forwarding a Message ■ Creating and Sending a Message ■ Creating Personal Voice Mail Group Lists ■ Marking a Message as Private or Urgent ■ Forwarding Incoming Calls to Your Call Coverage Point ■ Other Ways to Manage Your Voice Mail Messages ■
CHAPTER 4: NBX VOICE MESSAGING Important Considerations ■ The steps are the same for initially setting up the name announcement, personal greetings, and passwords for personal, greeting-only, and phantom voice 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 Greeting 27 Table 8 Steps to Changing Your Password Feature Business Phone Basic Phone Analog Phone Msg button + current password +# +2 + follow the prompts Msg button + current password +# +2 + follow the prompts 500 ** + extension + current password +# +2 + follow the prompts Feature + 434 + current password +# + new password +# + repeat new password Feature + 434 + current password +# + new password +# + repeat new password # (Feature Entry Tone) +
CHAPTER 4: NBX VOICE MESSAGING To change your name announcement or personal greeting: 1 Log in to your mailbox at your telephone or remotely. 2 Press 9 for Mailbox Options and then press 1. 3 To review or change your name announcement, press 1 and follow the prompts. 4 To review or change your personal greeting, press 2 and follow the prompts. If you forget your password, the administrator can set it to be your extension number.
Listening to NBX Messages From Your Computer 29 To listen to your messages from your computer, you must have a sound card and a third-party application such as Windows Media Player: 1 Log on to the NBX NetSet utility with your extension and password. 2 Select a message in the Voice Mail Messages area, Personal Settings tab. 3 Click Listen. 4 The third-party application downloads and plays the voice message. 5 To delete the message, select the message and then click Delete.
CHAPTER 4: NBX VOICE MESSAGING Table 9 Managing Your NBX Voice Messages Play or repeat a message. Save the message. Delete the message from your mailbox. You cannot retrieve a message after you delete it. Reply to the message. See “Replying to a Message” later in this chapter. Forward the message. See “Forwarding a Message” later in this chapter. Listen to date, time, and sender information about the message. See “Information About Your Messages” next. Back up 5 seconds in the current message.
Replying to a Message Replying to a Message 31 You can send a reply to the originator of a voice mail message. If you receive a message that is marked Private, you can send a reply only to the originator. To reply to a message after you listen to it: 1 Press 4. 2 After the tone, record your reply. 3 Hang up, or press # for more options. 4 If you press #, press one of these buttons: Send your reply. Re-record your reply. Listen to your reply. Mark the message Private or Urgent.
CHAPTER 4: NBX VOICE MESSAGING 4 Optionally, press one of these buttons, OR proceed to step 5. Re-record your introductory comment. Listen to your introductory comment. Mark the message Private or Urgent. See “Marking a Message as Private or Urgent” later in this chapter. Cancel your message. 5 When you are ready to forward the message, press 1.
Creating and Sending a Message Creating and Sending a Message 33 To create and send a message directly without actually making a call: 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 4: NBX VOICE MESSAGING Creating Personal Voice Mail Group Lists A Personal Voice Mail List, also called a mail group, is a collection of extensions to which you assign a special “group number.” Use it to send a message to everyone on the list at the same time. A Personal Voice Mail List is not the same as a Hunt Group or Calling Group. See “Hunt Groups and Calling Groups” in Chapter 7. To create a personal voice mail list (mail group): 1 Log in to your mailbox at your telephone or remotely.
Creating Personal Voice Mail Group Lists Modifying or Deleting Groups 35 You can review your voice mail groups, add members, or delete a group. To modify a voice mail group: 1 Log in to your mailbox at your telephone or remotely. 2 Dial 9 for Mailbox Options. 3 Dial 3 to select Group Lists. 4 Press 1, 3, or 4: Review your list of groups. Create a group. Delete a group. Add to the members in a group. See step 5. Return to the main menu.
CHAPTER 4: NBX VOICE MESSAGING Marking a Message as Private or Urgent When you leave a message in another user’s mailbox, you can mark it as Private or Urgent. If you do not select a delivery option, your message is sent as a Normal message. ■ Private Messages — The recipient cannot forward the message to others. ■ Urgent Messages — Places the message at the beginning of the recipient’s message queue so that Urgent messages are heard first.
Other Ways to Manage Your Voice Mail Messages 37 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 or Browser” in Chapter 7.
CHAPTER 4: NBX VOICE MESSAGING Phantom Mailbox A phantom mailbox does not have an actual telephone associated with it. The administrator sets up a phantom mailbox. Examples: ■ If you are a sales representative who travels constantly for your organization and never comes into the office, you still need a way to receive telephone messages.
5 STANDARD FEATURES This chapter describes standard features of the NBX Business and Basic Telephones. It covers these topics: ■ Answering a Call ■ Using the NBX Telephone Display Panel ■ More Ways to Dial a Call ■ Setting Your Call Coverage Point ■ Putting a Call on Hold ■ Transferring a Call ■ Establishing a Conference Call ■ Setting the Volume Unless otherwise noted, the features described in this chapter are available on the SuperStack 3 NBX, NBX 100, and NBX 25 systems.
CHAPTER 5: STANDARD FEATURES Answering a Call To answer an incoming call, pick up the handset or, if you are using an NBX Business Telephone, press the Speaker button. The display panel on an NBX Telephone shows the name and extension of an internal caller. If your organization purchases Caller ID service from your telephone company and if the external caller allows Caller ID information to be broadcast, the display panel shows the external caller’s name and telephone number.
Using the NBX Telephone Display Panel 41 Table 10 Managing Multiple Calls on the NBX Basic Telephone (continued) Line A Line B How to Manage New Calls On hold On hold If you have placed two calls on hold: Active or on hold On hold ■ And you DO NOT hang up the handset, press Call Toggle to return to the call you most recently placed on hold. Then press Call Toggle again to return to the line you first placed on hold.
CHAPTER 5: STANDARD FEATURES Tips on Using the Lists ■ After you press a scroll key, if you do not select an item immediately, the display alternates between the list: Call Logs Directory and the menu choices: Select an entry Slct | Back | Exit ■ In the user directory, names appear in alphabetical order. The system updates the directory when your administrator adds or removes users.
Setting Your Call Coverage Point 43 3 When you are finished, hang up the handset, or if you are using the Speaker, press the Speaker button again to end the call. For details about placing calls to remote or branch offices, see “Dialing a Call to a Remote Office” in Chapter 7. An External Call To dial an external call: 1 Pick up the handset or, if you are using an NBX Business Telephone, press the Speaker button. You hear the Dial Tone.
CHAPTER 5: STANDARD FEATURES 3 Select a call coverage point: ■ If you select Forward Call to Phone Number, type that number in the Phone Number field. Do not use parentheses, hyphens, or spaces. For external calls, start by entering a 9 or 8 or whatever required to access an outside line. Example: 912815551212 dials (281) 555-1212. The number that you choose may be limited by your call permissions. To view your permissions, see NBX NetSet > User Info > Call Permissions.
Transferring a Call Transferring a Call Announced (Screened) Transfer 45 When you answer an incoming telephone call, the Transfer feature allows you to send that call from your telephone to any other internal line or, if your call permissions allow, to an outside line. (To view your permissions, log in to NBX NetSet > User Information > Call Permissions. The administrator can change your call permissions.
CHAPTER 5: STANDARD FEATURES Direct Mail Transfer You can transfer a call directly into another user’s voice mailbox. The call does not ring on that user’s telephone. Calls transferred to a user’s mailbox by means of Direct Mail Transfer are always directed into that user’s voice mailbox, even if the recipient has specified a different call coverage point. On an NBX Business Telephone: 1 While you are on a call, press the Access button assigned to Direct Mail Transfer.
Establishing a Conference Call ■ ■ 47 Until you press the Conference button (or Feature + 430) the second time, the second party remains on hold, and you may converse with the third party privately. For a blind conference, press the Conference button (or Feature + 430) immediately after you dial the number. You return to the conference, and you and the second party hear the called party’s telephone ringing. If the third party answers, three parties are now in the conference call.
CHAPTER 5: STANDARD FEATURES Disconnecting the Last Person That You Called (NBX 100 and SuperStack 3 NBX only) Use the Conference Drop feature to disconnect the last person that you add to a conference call. This feature is helpful if, when you add a party, your call is answered by someone else. ■ Only the person who added the last caller to the conference call can drop that caller.
6 PERSONALIZING YOUR TELEPHONE Your NBX Networked Telephony System has many features that can make it easier to use your telephone.
CHAPTER 6: PERSONALIZING YOUR TELEPHONE Guidelines About Features on NBX Telephones Ringer Tones ■ If your telephone does not have a button programmed for Feature, ask your administrator to program one. Unless otherwise noted, all of these features are available on the NBX 100, NBX 25, and SuperStack 3 NBX systems.
Speed Dials Speed Dials Personal Speed Dials 51 This section describes the types of speed dials — personal speed dials and system-wide speed dials, plus the special case for NBX Business Telephones, called One-Touch speed dials. It also describes how you can print a list of speed dials and a set of labels for your telephone, showing which of your buttons are mapped to features and speed dial numbers.
CHAPTER 6: PERSONALIZING YOUR TELEPHONE To use a personal speed dial: 1 Pick up the handset or, if you are using an NBX Business telephone, you can press the Speaker button. 2 Press the Feature button plus the 3-digit personal speed dial code for the number you want to call, or scroll to Personal Speed Dials on the display panel, press Slct, scroll to the number that you want to dial, and press Slct again.
Speed Dials Special Case: One-Touch Speed Dials 53 (NBX Business Telephones only) In most circumstances, your administrator designates the bottom 3 of the 9 Access buttons at the right of your NBX Business Telephone (item 7 in Figure 2 in Chapter 2) as extension lines to manage incoming and outgoing telephone calls. Any of the remaining buttons that the administrator has not mapped to a feature or system-wide speed dial is available for a One-Touch speed dial.
CHAPTER 6: PERSONALIZING YOUR TELEPHONE Printing Speed Dial Lists You may find it useful to have a paper list of personal or system speed dials. To print a list of speed dials: 1 Log in to 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 Printing Labels for NBX Telephones to print the list.
Off-Site Notification Off-Site Notification 55 When you enable off-site notification, the NBX Messaging system notifies you that you have received voice mail. You can then retrieve your messages. Off-site notification consists of one cycle of up to five attempts to reach you, one attempt for each Attempt row that you configure in the Off-Site Notification screen.
CHAPTER 6: PERSONALIZING YOUR TELEPHONE ■ If you selected EMail for Method in step 2: ■ Enter the e-mail address at which you want to be notified. You can use different e-mail addresses for different Attempts. You can listen to the messages using your PC sound card. If you delete the e-mail notice with its attached WAV file after you listen to the message, you delete only the copy. The original voice mail message remains in your NBX voice mailbox.
Off-Site Notification 57 Notice Behaviors These tables explain how the cycle of notice behaviors depends on the method that you select for the first attempt. See the definitions as well as “Resetting the Off-Site Notification Cycle”on the next page. ■ If you specify EMail for the first attempt: Attempt Method Notice Behavior 1 EMail ■ You receive an e-mail notice for each voice message.
CHAPTER 6: PERSONALIZING YOUR TELEPHONE Resetting the Off-Site Notification Cycle When you log in to your voice mailbox and hang up or log off (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. Definitions Do Not Disturb ■ Cycle — One round of Attempt methods 1 through 5.
Preventing Unauthorized Use of Your Telephone 59 To enable and disable Do Not Disturb using the feature code: 1 Pick up the handset and press Feature + 446. 2 Hang up. Your telephone is now in Do Not Disturb mode. The display panel on an NBX Telephone shows DO NOT DISTURB. 3 To disable Do Not Disturb mode, repeat steps 1 and 2. The DO NOT DISTURB message disappears from the display panel.
CHAPTER 6: PERSONALIZING YOUR TELEPHONE Call Permissions 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.
Palm Integration Palm Integration 61 (NBX 2102-IR Telephone only) — The infrared port on the front edge of the NBX Model 2102-IR Business Telephone receives infrared signals from a hand-held device running the Palm operating system. You can use your hand-held device to call numbers in its directory and to perform standard NBX Business Telephone operations, such as Forward, Redial, and Transfer. Install the Palm Dialer software (available on the NBX Resource Pack CD) on your hand-held device.
CHAPTER 6: PERSONALIZING YOUR TELEPHONE Ending Calls When Using a Headset Returning to the Headset After a Long Delay To end calls when using a headset with: ■ An NBX Business Telephone, press the Release button. ■ An NBX Basic Telephone, press the Feature button and 111. Certain brands of headsets have 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.
7 GETTING MORE FROM YOUR TELEPHONE SYSTEM This chapter covers these topics: ■ Listening to Your Messages in Your E-mail or Browser ■ Account (Billing) Codes ■ Caller ID ■ Call Pickup ■ Hunt Groups and Calling Groups ■ Call Park ■ Paging ■ Dialing a Call to a Remote Office ■ Bridged Extensions ■ Delayed Ringing ■ Pulse Dialing ■ Additional Applications Several of the features described in this chapter include having a telephone line appear on more than one NBX Business Telephone.
CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM Listening to Your Messages in Your E-mail or Browser (NBX 100 and SuperStack 3 NBX) 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 Caller ID Internal and External Caller ID 65 Your administrator can set up your NBX system to allow for Internal and External Caller ID and can configure the system so that you can block your identity (telephone number) from the person whom you are calling. By default, the NBX system shows the extension and name of an internal caller on the display panel of your NBX telephone.
CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM To disable CLIR-All: 1 Pick up the handset. 2 Press the Feature button and 889 again. CLIR-ALL ON appears briefly in the display panel, and then disappears when you hang up the handset. 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 the next call from your telephone: 1 Pick up the handset. 2 Press the Feature button and 890.
Call Pickup Directed Call Pickup 67 To answer a call that is ringing on another user’s telephone using the feature code: 1 Pick up the handset. 2 Press the Feature button followed by 455 and the user’s extension. The call is directed to your telephone. To answer a call ringing on another user’s telephone using One-Touch Pickup: 1 Pick up the handset. 2 Press the Access button that your administrator has assigned to Directed Pickup. 3 Dial the extension number of the telephone that is ringing.
CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM Hunt Groups and Calling Groups Your administrator can establish informal “call centers” so that incoming calls can be directed to several phones. Calls that come in to your telephone through your extension go to the call coverage point that you have set up. Calls that come in to your telephone through hunt groups and calling groups follow the call coverage path set up by the administrator for that group.
Hunt Groups and Calling Groups 69 Hunt groups can be static or dynamic: ■ If you are in a static hunt group, you are always part of that group along with the other group members. ■ If you are in a dynamic hunt group, you must log in to the group to be part of it. To log in to a dynamic hunt group using your NBX Telephone: 1 Pick up the handset. 2 Press the Feature button followed by the hunt group number that is assigned by your administrator.
CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM To log in to a dynamic hunt group using the NBX NetSet utility: 1 Log in to NBX NetSet > User Information > Hunt Groups. 2 Select the number of the hunt group that you want to log in to. 3 In the Password text box, type the hunt group password. 4 Click Log In, and then click Close. If you log in to a dynamic hunt group and do not answer a call when it rings on your telephone, the system logs you out of the group.
Hunt Groups and Calling Groups 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 and Calling Groups” earlier in this chapter. Figure 5 shows an example of a calling group configuration.
CHAPTER 7: 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 NBX Telephone by dialing the Call Park extension that you give during your announcement. This feature is useful when: ■ The recipient is elsewhere in the building.
Paging 73 3 To notify another user about the parked call: a From an NBX Business Telephone, select an Access button that is assigned for placing telephone calls, and dial the user’s extension, or use the paging feature. See “Paging” next for details. b From an NBX Basic Telephone, press the hook switch. When you hear the dial tone, dial the user’s extension, or use the paging feature. See “Paging” next for details. To retrieve a parked call: 1 Pick up the handset of any telephone on the system.
CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM Dialing a Call to a Remote Office Using Unique Extensions (NBX 100 and SuperStack 3 NBX) On these systems, you can dial calls between sites that are separated geographically but that are linked by a Wide Area Network (WAN) connection. Typical configurations are described in the next sections. In the sample network shown in Figure 6, each site must have unique telephone extensions.
Bridged Extensions 75 Figure 7 Using Site Codes to Dial Remote Offices Chicago NBX System Extensions 1000–3999 Site Code 61 WAN Atlanta NBX System Extensions 1000–3999 Site Code 62 Dallas NBX System 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 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM Delayed Ringing (NBX Business Telephone and Attendant Console only) The Delayed Ringing feature prevents a telephone on a shared line from ringing on a specific telephone until the incoming call rings on another telephone a specified number of times. A shared line can be a bridged extension or an incoming analog telephone line that is mapped to more than one telephone.
Additional Applications Using a Feature Code 77 To change from pulse dialing to DTMF during a call: 1 Press the Feature button and 891. 2 Your connection is switched from pulse to tone (DTMF) for the remainder of the call. When you hang up, the port you were using on the Analog Line Card reverts to pulse dialing mode. Using a Mapped Button Your administrator can map a button on your telephone so that you can press the button to change from pulse dialing to DTMF during a call.
CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
8 ATTENDANT CONSOLES The NBX 1105 Attendant Console 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 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: ATTENDANT CONSOLES NBX 1105 Attendant Console The NBX 1105 Attendant Console has 50 Access buttons and five preprogrammed buttons. Each of the Access buttons can handle two assignments, for total functionality of 100 buttons. The buttons support most of the same functions as the 12 Access buttons on the NBX Business Telephone. See Figure 8. In effect, the Attendant Console is an extension of the NBX Business Telephone or NBX Basic Telephone to which it is assigned.
NBX 1105 Attendant Console 81 Figure 8 Attendant Console 1 2 3 4 5 6 7 1 Access buttons with LEDs — An indicator light next to each button shows whether the line is available or in use and which assigned features are enabled. For details of button status, see Table 6 in Chapter 2. 2 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. You need Adobe Acrobat Reader 4.0 or 5.0 to open and edit the LabelMakers.
CHAPTER 8: ATTENDANT CONSOLES Attendant Console Labels To use the Attendant Console LabelMaker: 1 Log in to NBX NetSet > Speed Dials. 2 Right click Attendant Console Labels and save the file to your PC. 3 On your PC, open the file and edit the label template by clicking on the square that you want to edit. Type a description of the feature that you are assigning to the Access button. 4 Press Tab on your keyboard to move to the next text field in the label.
Complement Attendant Software Complement Attendant Software 83 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. When you answer a call using the Complement Attendant Software, you can select a user from the directory and transfer the call to that user.
CHAPTER 8: ATTENDANT CONSOLES Table 15 describes Complement Attendant Software buttons and the keyboard shortcuts to functions on the Action menu. Table 15 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.
A TELEPHONE INSTALLATION, MAINTENANCE, AND TROUBLESHOOTING This chapter covers these topics: Connecting the Telephone ■ Connecting the Telephone ■ Attaching and Adjusting the Support Bracket ■ Moving Your Telephone ■ Swapping Telephones ■ Cleaning Your Telephone ■ Troubleshooting Problems The underside of the NBX Telephone is shown in Figure 9.
APPENDIX A: TELEPHONE INSTALLATION, MAINTENANCE, AND TROUBLESHOOTING The underside of the NBX Business Telephone includes: 1 Handset cord (connects to the handset) 2 Computer cable (connects to your desktop computer) 3 Ethernet cable (to the LAN jack) 4 Power cord (to an electrical power source) 5 Strain relief tab that prevents the power cord from becoming disconnected 6 Tabs for the mounting bracket Attaching and Adjusting the Support Bracket Each NBX Telephone is shipped with a support bracket tha
Attaching and Adjusting the Support Bracket Wall-Mount Position 87 To mount the NBX 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 11) so that the springloaded peg projects out on the top of the phone (Item 1 in Figure 12). Figure 11 Knob for the Handset Support Peg Figure 12 shows the NBX Telephone in the wall-mount position.
APPENDIX A: TELEPHONE INSTALLATION, MAINTENANCE, AND TROUBLESHOOTING Moving Your Telephone All NBX 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.
Troubleshooting Problems Troubleshooting Problems 89 Table 16 lists possible problems that you may encounter and the most likely solutions. Where possible, each solution refers to the section in this guide where you can find detailed information. Table 16 Possible Problems Possible Problem Suggested Solutions My telephone has no dial tone and the display panel is blank. ■ Verify that the power cord is fully inserted in the correct connector on the underside of the telephone.
APPENDIX A: TELEPHONE INSTALLATION, MAINTENANCE, AND TROUBLESHOOTING Table 16 Possible Problems (continued) Possible Problem Suggested Solutions I am unable to log in to the NBX NetSet utility. You must set up your voice mail before you can use the NBX NetSet utility. Press the MSG button. The prompts guide you through the setup. Then use your voice mail password to access the NBX NetSet utility. See “Setting Up Your Password and Voice Mail for the First Time” in Chapter 1.
INDEX A Access buttons Attendant Console 80, 81 Basic Telephone 23 Business Telephone 17 account codes and billing codes 64 Acrobat Reader 54, 81 administrator 8 Adobe software 54, 81 All Ports Busy message 89 analog telephones on an NBX system 11 announcements, broadcasting 73 answering calls 40 applying your call permissions to another telephone 60 Attendant Console 79, 80 Access buttons 81 Auto Attendant 8 automatic telephone relocation 50 B billing and account codes 64 blocking internal and external I
INDEX D G delayed ringing 76 dial tone 89 on analog telephones 7 dialing calls 42 redial 43 release with headset 61 switching from pulse to tone 76 direct mail transfer 46 button on Attendant Console 81 button on Business Telephone 19 directed call pickup 66 display panel call logs, user directory, and speed dial lists 41 on Basic Telephone 22, 24 on Business Telephone 16 Do Not Disturb feature 58 dual tone multi-frequency (DTMF) dialing 76 dynamic hunt groups 69, 70 Greeting-Only mailboxes 37 group
INDEX L N LabelMakers for NBX telephones 54 for the Attendant Console 81 problems with printing 90 length of voice messages 26 lights, status 20 listening to messages from an analog telephone 28 from an NBX telephone 28 from remote telephones 29 lists modifying personal voice mail group lists 35 personal voice mail group lists 34 locking your telephone 59 blocking unauthorized calls 59 off-site notification restriction 56 logs on NBX telephone display panel answered calls 41 dialed calls 41 missed calls
INDEX personal greeting changing 27 setting the first time 12 personal speed dial numbers 51 personal voice mail group lists creating 34 modifying 35 phantom mailboxes 38 picking up calls 66 position, wall-mount bracket 87 printing speed dial lists 54 private messages 36 problems, solving 85 Program button, Business Telephone 17 programmable Access buttons Attendant Console 81 Basic Telephone 23 Business Telephone 17, 19 public address system 73 pulse dialing 76 Q Quick Reference sheets 14 R receptio
INDEX third-party messaging applications 25 time-of-day calling restrictions 59 toll calls, preventing others from dialing 60 tone dialing 76 tones, ringer selection 50 Transfer button Attendant Console 81 Business Telephone 17 transferring calls 45 troubleshooting 85 list of possible problems 89 U unauthorized use of telephone, preventing 59 Unified Communications, NBX 25 urgent messages 36 user 8 V voice mail accessing through e-mail 37 changing your password 26 components 25 creating messages 33 forwa
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