3Com 900-0208 manuale d’uso

http://www.3com.com/ Part Number 900-0208 Published April 2005 NBX ® Manager’ s T elephone Guide NBX Networked T elephony Solutions System Release 5.0[...]

3Com Corporati on 350 Campus Drive Marlbor ough, MA 01752-3064 Copyright © 1998–200 5, 3Com Corporation. Al l 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 fr om 3Com Corporation. 3Co[...]

C ONTENTS A BOUT T HIS G UIDE How to Use This Guide 10 Conventions 10 Documentation 11 Comments on the Document ation 12 1 G ETTING S TARTED Setting Up Y our Passwor d and V oice Mail for the First Time 13 NBX NetSet Utility 15 Starting the NBX NetSet Utility 16 Navigation and Shortcut Icons in the NBX NetSet Utility 16 Quick Reference Guides 17 2 [...]

4 Listening fr om Y our 3Com T elepho ne 31 Listening fr om Any Internal 3Com T elephone 31 Listening from an External Location 31 Managing Y our Messages 3 2 Information About Y our Messag es 33 Replying to a Messag e 33 Forwarding a Message 34 Creat ing and Sending a Message 35 Using V oice Mail Group Lists 36 Viewing System Groups 36 Creati ng P[...]

5 T ransferring a Ca ll 53 Announced (Screened) T ransfer 53 Blind T ransfer 54 Direct Mail T ransfer 54 Establishing a Co nference Call 55 Disconnecting the Last Person That Y ou Called 56 More About Confer ence Calls 57 Setting the V olume 57 5 P ERSONALIZI NG Y OUR T ELEPHONE Guidelines About Features on NBX T elephones 59 Ringer T ones 60 Speed[...]

6 Call Pickup 79 Directed Call Pickup on a Specific T ele phone 80 Group Call Pickup 80 Automatic Call Distribution Groups , Hunt Groups, and Calling Gr oups 81 Automatic Call Distrib ution 81 Hunt Gro ups 83 Calling Groups 86 Group Membership 86 Supervisory Monitoring 86 Monitor 87 Whisper 88 Barge-In 88 Change Agent 89 Interactions 89 Call Park 9[...]

7 7 F EATURE C ODES NBX T ones 103 Feature Codes with 3Com T elephones 104 3Com Mana ger’ s T elep hone 105 Using Featur e Codes 105 8 3C OM 3105 AND 1105 A TTENDANT C ON SOLES 3Com Atte ndant Console 110 Access Buttons 110 Feature Buttons 110 Attendant Console Labels 113 Opening the 3105 Attendan t Console Label Cover 113 Complement Attendant So[...]

8[...]

A BOUT T HIS G UIDE This guide is inten ded for anyone using: ■ 3Com ® Manager’ s T eleph ones ■ 3Com Attendant Co nsoles ■ NBX ® Complement Attendant Software. It includes information abo ut using the NBX V oice Mail system and the NBX NetSet ™ administration utility for pe rsonal telephone settings. Devices documented in this guide in[...]

10 A BOUT T HIS G UIDE How to Use This Guide Ta b l e 1 shows where to look for specif ic information in this guide. Conventions Ta b l e 2 defines some commonly used wo rds and phrases in this guide. Ta b l e 1 Where to Find Info rmation If you are looking for information a bout Turn to How to get started with your new telephone Chapter 1 The 3Com[...]

Documentation 11 Ta b l e 3 lists con ventions that are used throughout this guide. Documentation The documentation set fo r 3Com NBX Networked T elephony Solutions is designed to help NBX te lephone users, installe rs, and administrators maximize the full potential of the system. The NBX Resource Pack CD contains many guides to the NBX products an[...]

12 A BOUT T HIS G UIDE Comments on the Documentation Y our suggestions are important to us . They help us to make the NBX documentation more useful to you. Please send your e-mail comments about this guide or any of the 3Com NBX documentation and Help systems to: Voice_TechComm_Comments@3com.com Include the following information with your comments:[...]

1 G ETTING S TARTED As soon as you are given a telephone and extension number , you need to se t up a pa s sw o rd a n d re co rd yo ur name announcement and pers onal greeting. This chapter covers these topics: ■ Setting Up Y our Password and V oice Mail for the First T ime ■ NBX NetSet Utility ■ Quick Refere nce Guides For how to access NBX[...]

14 C HAPTER 1: G ETTING S TARTED Ta b l e 4 Setting Y our NBX NetSet Utility and NBX Messaging Password Feature 3Com Phones Analog Tele phones Password — Set Initiall y If your sys tem uses NBX Messaging, follow the NBX voice prompts to set your NBX password (which is the same for the NBX NetSet utility and voice messaging) OR use the NBX NetSet [...]

NBX NetSet Utility 15 After you have set your initial NBX pa ssword, continue to follow the voice prompts to recor d your name an nouncement. Y our name announcement tells callers that th ey have reached your voice mailbox. Then follow the voice prompts to recor d your personal greeting. Y our personal greeting lets callers know important informati[...]

16 C HAPTER 1: G ETTING S TARTED Starting the NBX NetSet Utility T o use the NBX NetSet utility , you need a computer that is connected to your local area network (LAN) and that has a web br owser . (Y ou do not need Inter net access.) T o start the NBX NetSet utility: 1 Ask your administrator for the IP address (or DNS host name) for your NBX syst[...]

Quick Reference Guides 17 Quick Reference Guides T o open and print a copy of the Quick Reference Guides for the most frequently used featur es on your telephone: 1 Log in to the NBX NetSet utility . See “ Starting the NBX NetSet Utility ” earlier in this chapter . 2 Click T elephone Quick Reference . The quick reference guide that pertains to [...]

18 C HAPTER 1: G ETTING S TARTED[...]

2 3C OM 3103 M ANAGER ’ S T ELEPHONE This chapter describes the buttons, controls, and features on the 3Com® 3103 Manager’ s T elephone. It covers these topics: ■ T elephone Button s and Controls ■ Pr ogrammable Access Bu ttons ■ Status Lights for Access Buttons ■ Display Panel For how these features wo rk on an an alog telephone that [...]

20 C HAPTER 2: 3C OM 3103 M ANAGER ’ S T ELEPHONE Figure 1 3Com 31 03 Manager’ s T elephone 1 Message W aiting Indicator (MWI) for V oice Mail — When lit, indicates that you have one or mo re new voice mail messages in your voice mailbox. Also, this indicator flashes when your telephone rings. 2 Display panel — Displays telephone st atus me[...]

Telephone Buttons and Controls 21 4 Label ar ea for Access buttons — See “Printing Labels” in Chapter 5 . 5 Pr ogrammable Access buttons — Allow you and your administrator to assign lines and features to specific buttons. See “Pr ogrammable Access Buttons” and “Status Lights for Access Button s” later in this chapter . 6 Select butt[...]

22 C HAPTER 2: 3C OM 3103 M ANAGER ’ S T ELEPHONE 19 Soft buttons — Allow you to select item s that are displayed in the bottom dynamic tabs of t he telephone display panel. See “Using the 3Com T elephone Disp lay Panel” in Chapter 4 . The tabs include: ■ Messages ■ Directory ■ Call Logs ■ Features 20 Handset 21 Left buttons — Cor[...]

Status Lights for Access Buttons 23 Access buttons have these default se ttings, which your administrator can change: 1 Headset / Handset Select button — T oggles audio bet ween a headset that is connected to the telephone and the handset. See “Using a Headset” in Chapter 5 . 2 Speed Dial button — T ypically , you can use these 7 bu ttons ([...]

24 C HAPTER 2: 3C OM 3103 M ANAGER ’ S T ELEPHONE ■ Left buttons — control calls that displa y beside them. Up to three calls display at one time and correspond to the three left buttons. Press a left button to answer an in coming call, re join a call on hold, and select it for other action. If no call corresponds to the button, press it to s[...]

Features 25 T o adjust the contrast: 1 Press the Features soft button. 2 Scroll to User Configuration and pr ess Select . 3 Scroll to Modify Display and press Select . 4 Press Select to choose Set Contrast . 5 Change contrast using the left and right scroll buttons. 6 Press Exit when you ha ve finished. Other User Configuration items should only be[...]

26 C HAPTER 2: 3C OM 3103 M ANAGER ’ S T ELEPHONE[...]

3 NBX M ESSAGING This chapter describes the NBX ® Networked T elephony Solutions voice messaging features. It covers these topics: ■ NBX Messaging Components ■ Changing Y our Password ■ Changing Y our Name Announceme nt and Personal Greetings ■ Listening to NBX Messages ■ Replying to a Message ■ Forwarding a Message ■ Creating and Se[...]

28 C HAPTER 3: NBX M ESSAGING Important Considerations ■ The steps are the same for initially setting up the name announcement, personal greetings, and passwords for personal, gr eeting-only , and phantom mailboxe s. See “Setting Up Y our Password and V oice Mail for the First Time” in Chapter 1 for details. (Y our administrator creates group[...]

Changing Your Name Announcement an d Personal Greetings 29 Security Tips ■ Change your password often. ■ Do not use passwords that can easily identify you, such as your phone extension or birth date. ■ Avoid simple passwor ds such as 1234 or 0000. ■ Use numbers only; do not us e letters, *, or # as part of your password. ■ Longer password[...]

30 C HAPTER 3: NBX M ESSAGING 3 Select a greeting. a Click Select to choose the greeting as the active greeting. b Click Listen to hear the greeting. c Click Delete to delete t he greeting. Y ou cannot delete greeting number 1; you can re-recor d it through the phone. If you forget your password, the ad ministrator can set it to be your extension n[...]

Listening to NBX Messages 31 Listening from Y our Computer T o listen to your messages fr om your compute r , you must have a way of playing audio files: ■ A USB audio device such as a US B headset and an operating system that supports USB OR ■ A sound card, an application such as Windows Media Player , and either headpho nes or spea kers 1 Log[...]

32 C HAPTER 3: NBX M ESSAGING ■ If you call the main telephone number of your organ ization and: ■ The Automated Attendant answers — Pr ess * * during your personal greeting. At the pr ompts, enter your extension and password, and pr ess #. ■ The receptionist answers — Ask to be transferred to your voice mail. Press * during your person a[...]

Replying to a Message 33 Information About Y our Messages T o listen to date, time, and send er information about a message in your mailbox, press 6 during or after the message, and then pr ess one of these buttons: Replying to a Message Y ou can send a reply to a voice mail message, pr ovided that the NBX system has r eceived the nece ssary caller[...]

34 C HAPTER 3: NBX M ESSAGING Forwarding a Message Y ou can forward most messages, with or without comments. If you receive a messa ge that is marked Private, you cannot forward it. T o forward a messa ge: 1 Log in to your voice mailbox at your telephone or remotely . 2 Listen to a message that you want to forward, and press 5 . 3 After the tone, r[...]

Creating and Sending a Message 35 Creating and Sending a Message T o create and send a message directly without actually maki ng a call, follow these steps: 1 Log in to your mailbox at your telephone or remotely . 2 Dial 2 to select Cr eate and Se nd a Message . 3 At the tone, recor d a message that is at least 2 seconds long, and press # to end th[...]

36 C HAPTER 3: NBX M ESSAGING Using V oice Mail Group Lists A V oice Mail Group, also called a mail gr oup or mail list, is a collection of extensions with a special “group number .” Use it to send a message to everyone on the list at the same time. A V oice Mail Group is not the same as an ACD Group, Hunt Group, or Calling Group. See “Automa[...]

Using Voice Mail Group Lists 37 7 Dial one of these destinatio n numbers plus # : ■ The internal extension or mailbox number of the recipient ■ A speed dial number . See “Spe ed Dials” in Chapter 5 ■ Another personal or system group list number ■ A VPIM extension ■ A site code pl us extension (to send to a user on anot her NBX system [...]

38 C HAPTER 3: NBX M ESSAGING 3 Dial 3 for Gr oup Lists . 4 Press 1 , 3 , or 4 : 5 T o add members to a group or delete members from one, pr ess 4 . a T o add one or more members to the gr oup, dial one of these destination numbers plus # : ■ The internal extension or mailbox number of the recipient ■ A speed dial number . See “Spe ed Dials?[...]

Marking a Message as Private or Urgent 39 T o review or modify a Personal V oice Mail Group from the NBX NetSet utility: 1 Log in Netset > NBX Messaging > Personal Group List . Y ou see a list of your current personal voice mail groups. 2 Select the group to r eview or modify . 3 Click Modify . 4 Y ou can change the Name for the group. 5 Y ou[...]

40 C HAPTER 3: NBX M ESSAGING 3 T o mark the message Urgent, press 1 . T o mark the message Private, press 2 . 4 T o send the marked message, press 1 , or listen to the prompts for other choices. Other W ays to Manage Y our V oice Mail Messages Y ou can listen to and, in some config urations , delete your voice messages fr om within an e-mai l appl[...]

Other Kinds of Mailboxes 41 In addition to preventing a caller from leaving a message, a gr eeting-only mailbox does not allow anyone to forw ard or cr eate and send a message to it or reply to a message that was sent fr om its extension Avoid adding a greeting-only mailbox to a personal voice mail group list. Phantom Mailbox A phantom mailbox does[...]

42 C HAPTER 3: NBX M ESSAGING[...]

4 S TANDAR D F EATURE S This chapter describes standard feat ures of the NBX® T elephones. It covers these topics: ■ Answering a Call ■ Using the 3Com T elephone Display Panel ■ Dialing a Call ■ Forwarding Incoming Calls ■ Putting a Call on Hold ■ T ransferri ng a Call ■ Direct Mail T r ansfer ■ Establishing a Confe rence Call ■ [...]

44 C HAPTER 4: S TANDARD F EATURES forwarded or to specify wher e you want the call to go, see “Forwardin g Incoming Calls” later in this chapter . Caller ID The display panel on your 3Com T elephone shows the name and extension of an internal caller . For an exter nal caller , if your organization purchases Caller ID service fr om y our teleph[...]

Dialing a Call 45 3 Use the scroll keys to move to the name o r number that you want to call. Press the Select button, the Select soft butto n, or the corresponding Right soft button. 4 T o leave the lists entirely , press the Ex it soft button. Dialing a Call This section describes standard di aling features. For information on dialing from an ana[...]

46 C HAPTER 4: S TANDARD F EATURES Redialing a Call On a 3Com Manager’ s T elephone: ■ Pick up the handset and press Redial to dial the most recent number that you called. OR ■ Use the Call Logs on the display pa nel to redial a recently missed, answered, or dialed call. Forwarding Incoming Calls Y ou can choose when and where to forward unan[...]

Forwarding Incoming Calls 47 ■ Call Forward All — Forwar ds all incoming calls without ringin g to a call coverage point regardless of the state of your phone. Use this feature when, for example, you plan to be away from your phone for an extended period of time. Setting Call Forward from the T elephone Y ou can set call forwarding from your te[...]

48 C HAPTER 4: S TANDARD F EATURES T o prevent the telephone from ringing even once, use the Do Not Disturb feature (see “Do Not Distur b” in Chapter 5 ) or use the Call Forward All feature (see “Call Forwar d All” later in this section). Call Forward No Answer , Call Forward Busy , and Call Forward All override this Forward to Mail setting[...]

Forwarding Incoming Calls 49 3 Press Select . 4 If the display shows the destination number you want , just press the Enter soft button or # to accept it. Otherwise, dial the number that you want to forward calls to and pr ess the Enter soft button o r #. To c a n c e l Call Forward Busy : 1 Press the Features soft button. 2 Scroll to Call Fo rward[...]

50 C HAPTER 4: S TANDARD F EATURES Default The Call Forward Default page defines basic call forwar ding. Y ou choose from four destinations: voicemail box, a phon e number , the automated attendant, or disconnection. Y ou can override th ese settings on the Call Forward Override page or by making changes on the telephone. T o set the default call f[...]

Forwarding Incoming Calls 51 ■ If you select Automated Attendant , you can choose to forward calls to your choice of: ■ Default Menu — The default automated attendant, usually extensio n 500 ■ Vo i c e m a i l — The default system voicem ail, usually extension 501 ■ If you select Disconnect (no coverage) , the system disconnects an inco[...]

52 C HAPTER 4: S TANDARD F EATURES ■ If Do Not Disturb is enabled and Call Forward All is not enabled, all calls ar e immediately forwarded to the Call Forward Default destination. All other feature settings ar e ignored. ■ If Call Forwar d Busy is enabled and Call Forward All and Do Not Disturb ar e not enabled, all calls re ceived when this e[...]

Transferring a Call 53 Mor e Than One Call The number of simultaneous calls you can have on your 3Com Manager’ s T elephone can be set by your ad ministrator . T o place more than one call on hold on a 3Com Manager’ s T eleph one: 1 Press the Hold button. Or press the Right button co rresponding to the call for the Actions menu, scroll to Hold [...]

54 C HAPTER 4: S TANDARD F EATURES Y our administrator can disable Announced T ransfers (by enabling the One Button T ransfer feature) for the entire NBX system. When that setting is enabled, ever y time that you tra nsfer a call, the call is transferred as soon as you dial the extension and ha ng up — without waiting for you to announce the call[...]

Establishing a Conferen ce Call 55 OR 1 While you are on a call, press the corr esponding Right soft button for th e Actions menu 2 Scroll to Tr a n s f e r t o V M and press the corr esponding Right soft button or Select . 3 Dial the ex tension of th e person to wh ose voice mailbo x you want to transfer the call. 4 Hang up the handset. Establishi[...]

56 C HAPTER 4: S TANDARD F EATURES If the third party is internal and does not answer , the attempt to conference that party is cancelled. Y ou cannot establish a conferen ce call with an NBX user’ s voice mailbox. 4 Repeat steps 2 and 3 to conference in a fourth party . ■ Y ou can activate speaker phone operatio n during the conference call by[...]

Setting the Volume 57 More About Conference Calls ■ T o place your part of a conference call on hold, press the Hold or button. The other parties can talk among themselves, but they cannot hear you. Music on Hold does not pl ay when a confer ence call is on hold. ■ T o tran sfer a conference call to an other telephone, press the T ransfer butto[...]

58 C HAPTER 4: S TANDARD F EATURES[...]

5 P ERSONALIZING Y OUR T ELEPHONE Y our NBX® Networked T elephony Syst em has many features that can make your telephone easier to use. This chapter describes: ■ Guidelines About Features on NBX T elephones ■ Ringer T ones ■ Speed Dials ■ Off-Site Notification ■ Do Not Disturb ■ Preventing Unauthorized Use of Y our T elephone ■ Class[...]

60 C HAPTER 5: P ERSONALIZING Y OUR T ELEPHONE ■ Because your extension and perso nal settings are a ssociated with your telephone, you cannot switch your telepho ne with another user’ s telephone without first having your administrator reassociate your profile with the other telephone. Ringer T ones T o help you to distinguish the rin g tone o[...]

Speed Dials 61 T o assign or chang e a personal speed dial number: 1 Select NBX NetSet > Speed Dials > Persona l . 2 In the Personal Speed Dials box, select an unassigned speed dial ID number , or select the speed dial ID number for which you want to change the speed dial number . 3 In the Destinati on Number text box, type the telephone numb[...]

62 C HAPTER 5: P ERSONALIZING Y OUR T ELEPHONE T o use a system-wide speed dial: 1 Pick up the handset. Or you can press the Speaker button. 2 Press the Featur e button plus t he 3-digit system-wide speed dial ID code for the number that you wan t to call.Or press the Featur e button, scroll to Speed Dials: Sy stem , press Select , scro ll to the n[...]

Speed Dials 63 Printing Speed Dial Lists Y ou may find it useful to have a paper list of personal or system speed dials. T o print a list of speed dials: 1 Log in to NBX NetSet > Speed Dials > Pe rsonal or System-wide . 2 Click 3 A list appears with all of the person al or system-w ide speed dial numbers that are allocated to your telephone. [...]

64 C HAPTER 5: P ERSONALIZING Y OUR T ELEPHONE T o reuse your saved LabelMake r , you must run t he file that you saved to your computer . If you download th e LabelM aker from the NBX NetSet utility again, you get the default version, and the download might overwrite your saved LabelMaker . T o create a Windows Desktop shortcut to your saved Label[...]

Off-Site Notification 65 ■ In the Numeric Page field, indicate what you want the pager to display . Enter a series of digits, such as your telep hone extension number . ■ If you selected V oiceMail for Method in step 4 : ■ Enter the telephone number at which you want to be notified. Do not use parentheses, hyphens, or spaces. Ask your adminis[...]

66 C HAPTER 5: P ERSONALIZING Y OUR T ELEPHONE The cycle of notice behaviors diff ers depending on the method that you select for the first attempt. See “Notice Beha viors” at the end of this section. 9 Y ou do not need to configure every Attempt r ow . When you have configured all of the Attempt r ows that you want, click OK. The NBX Messaging[...]

Off-Site Notification 67 ■ If you specify EMail for the first attempt: ■ If you specify Pager or V oiceMail for the first attempt: Attempt Method Noti ce Behavior 1 E-mail ■ You receive an e-mail notice fo r each voic e message. ■ Each e-mail notice contains informatio n about the voice message (like time of receipt and the number that call[...]

68 C HAPTER 5: P ERSONALIZING Y OUR T ELEPHONE Resetting the Off-Site Notification Cycle When you log in to your voice mailbox and hang up or log out (regar dless of whether you listen to or delete messages), you star t the off-site notification cycle again. Y ou will be notified abou t the next message that comes into your voice mailbox. Managing [...]

Do Not Disturb 69 The associated status light does flash when a call arrives. ■ Y ou can use the telephone to dial outgoing calls. ■ Y ou can use the telephone to dial internal and exter nal pages. ■ a 3Com Business T elephone or 3Com Manager ’ s T elephone does not broadcast incoming paging messages over the speaker . ■ If your telephone[...]

70 C HAPTER 5: P ERSONALIZING Y OUR T ELEPHONE Pr eventing Unauthorized Use of Y our T elephone T o prevent others from dialing long-distance or other unauthorized calls from your telephone permanently , ask your administrator to ad just the call permissions schedule for your extension, or you can adjust it temporarily with the T elephone Locking f[...]

Class of Service Override 71 Call Permissions Y our administrator establishes Call Pe rmissions to control the types of calls that can be dialed from y our telephone. The admin istrator can configure these permissions to change dep ending on the time of day . For example, your administrator can prev ent long-distance calls from being dialed from yo[...]

72 C HAPTER 5: P ERSONALIZING Y OUR T ELEPHONE When you use Class of Ser vice (CoS) Override, any reports that are generated on the NBX system in dicate that the CoS features of yo ur own 3Com T elephone were applied t em porarily to the telephone on which you made the call. Using a Headset Y ou can use a headset that has a microphone with any tele[...]

Using Hands Free Active on Intercom 73 Returning to the Headset After a Long Delay Certain brands of headsets enter a power - saving mode that prevents the telephone from ringing for one or more calls when both of these circumstances ar e true: ■ The headset amplifier buttons for Mute and On are both set to On . ■ The handset is off the phone f[...]

74 C HAPTER 5: P ERSONALIZING Y OUR T ELEPHONE T o cancel Hands Free Active on Inter com: 1 Press the Features soft button. 2 Scroll to Handsfr ee . 3 Press Select . Y ou can also use the Feature Code 100 to turn Hands Free Active on Inter com on and of f.[...]

6 G ETTING M OR E FROM Y OUR T ELEPHONE S YSTEM This chapter covers these topics: ■ Listening to Y our Messages in Y our E-mail ■ Account (Billing) Codes ■ Caller ID ■ Call Pickup ■ Automatic Call Distribution Groups, Hunt Groups, and Calling Gr oups ■ Supervisory Monitoring ■ Call Park ■ Paging ■ Configurable Operators ■ Using [...]

76 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM For help on accessing NBX features from an analog telephone, see the NBX Feature Codes Guide in the NBX NetSet™ utility . For how to set up your NBX NetSet utility pass word the first time, see Chapter 1 . Listening to Y our Messages in Y our E-mail Y ou can listen to your voice mail fro[...]

Caller ID 77 T o enter an account code for an outgoing exter nal call: 1 Dial the phone number . If an account code is requir ed on a 3Com Entry T elephone or analog telephone, you hear silence as the sy stem waits for the requir ed account code. If an account code is required on a 3Com Business, Basic, or Manager’ s T elephone, the display panel[...]

78 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Intern al and External Caller ID By default, the NBX system show s the extension and name of any internal caller on the display panel of your 3Com T elephone. External Caller ID provides the same inform ation for external incoming calls if your organization subscrib es to the service from [...]

Call Pickup 79 Y ou can also use the Feature + 889 to turn CLIR-All on and off. T o view your current CLIR -All setting, log in to NBX NetSet > User Information > Feature Settings. CLIR for Next External Call Only T o enable CLIR for only the next call from your 3Com Manager’ s T elephone: 1 Press the Features soft button. 2 Scroll to CLIR [...]

80 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM T o view the list of Call Pickup gr oups of which you ar e a member: 1 Log in to NBX NetSet > User Information > Call Pickup . 2 Select the group number that you want to view from the Gr oup List , and click Details to list the members of that group. Dire cted Call Pickup on a Specif[...]

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 81 Automatic Call Distribution Groups, Hunt Groups, and Calling Groups Y our administrator can establish formal and informal call centers so that incoming calls can be dir ected to several telephones that have been associated into automatic call distribution groups, hunt groups, or[...]

82 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM T o log out of an ACD group usi ng your 3Com Manager’ s T elephone: 1 Press the Features soft button. 2 Scroll to ACD Login Enabled . 3 Press Select . 4 Dial the ACD group number . 5 Dial the ACD group passwor d and press # . Y our administrator can configure an ACD gr oup to an Access b[...]

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 83 ■ Answered — Shows the number of calls that have been answer ed by this ACD group since NBX system startup. ■ Status — Show s whether you are curr ently logged in o r out of the ACD group. ■ State — Shows whether your extensio n has been lo cked in to the ACD group. [...]

84 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM forwarded to a group mailbox or to the receptionist. Figure 3 shows the path of a call coming into a hunt group. Figure 3 Sample Hunt Gr oup Configuration 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 gro[...]

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 85 T o log out of a dynamic hunt group using your 3Com Manager’ s T elephone: 1 Press the Features soft button. 2 Scroll to Hunt Gr oup Login Enabled . 3 Press Select . 4 Dial the group number . 5 Dial the group passwor d and press # . Y our administrator can configure a hun t gr[...]

86 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Calling Gr oups One type of hunt group is the Calling Gr oup . Calling groups allow an incoming call to ring simu ltaneously on all telephones in a group, for example, a customer service gr oup. T o log in to or out of a calling group, follow the steps in “Hunt Gr oups” earlier in this[...]

Supervisory Monitoring 87 Y our or ganization may be legally re quired to add an announcement to tell callers that their call may be monitored. Agents — must be logged in as members of an ACD or Hunt Group. Anyone, however , who picks up a call that comes through an ACD or Hunt Group may be monitor ed like an agent. This includes people who take [...]

88 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Y ou can also press the Access Button if one is configured for Monitor and follow the prompts. ■ Y ou join the call, either silently or with a tone announcing the call to the agent depending on system con figuration. ■ Y our display panel n ow shows options to Whisper , Change Agent , [...]

Supervisory Monitoring 89 T o barge in to a call: 1 Monitor the ACD or Hunt Group call. 2 Press the soft button to select Barge-In from the display panel. ■ Barge-In is enabled for you, either silently or with a tone announcing the change, depending on system configuration. ■ Y our display pan el now provides options to Monitor , Change Agent ,[...]

90 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Call Park Use Call Park to pla ce a call in a “ho lding pattern” and make it available for another person to pick up from any telephone on the system. Use the internal paging featur e, the external pa ging featur e, or bo th, to announce the call. The recipient can retrieve the call fr[...]

Paging 91 Y ou can also park call by using Feature Code 444 or pr essing an Access button assigned to Call Par k. T o notify another user ab out the parked call: ■ From 3Com Manager’ s T elephones, place a new telephone call to the user’ s extension, or use the paging feature. See “Paging” next for details. T o retrieve a parked call: 1 P[...]

92 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Paging the System When you pag e the system, you broadcast a message to all internal extensions with speake rs, to a Public Address (P A) system, or to both simultaneously . Paging codes, as describ ed in Ta b l e 8 , have default valu es for each destination. T o page, perfor m the follow[...]

Configurable Operators 93 Y ou can view zone membership s only if the administrator authorizes you to do so. T o page a zone, a P .A. system, or both, perform the f ollowing steps us ing your 3Com T elephone: 1 Pick up the handset. 2 Dial the appropriate exte nsion to page the zone. 3 Speak the broadcast messa ge into your handset. 4 Hang up. 3Com [...]

94 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Configuring the Operators Y ou can view the operators’ settings, and modify those set tings if your administrator allows it. The operator’ s call-handling rules (such as call cover age) may apply to the voice mail caller . Also, you must have external-to-external permissions in order f[...]

Using Message Waiting Indicator to Telephone 95 Using Message W aiting Indicator to T elephone The Message W aiting Indicator (MWI) to T elephone allows a user to light a status button next to a programmable access button and leave a call back number on another telephone. Th is feature is distinct fr om voice mail in that the telephone does not r i[...]

96 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM When the light is lit on your teleph one, you can pr ess the MWI Retrieve button, scroll thr ough your display pa nel to see the caller ID, an d return the call. When you press the MWI Retrieve button, you turn off the MWI light. Y ou may still have one or mor e calls in a list to return. [...]

Dialing a Call to a Remote Office 97 Cancelling an MWI Message After you have sent an MWI message, you can canc el it and remove it from the list on the target telephone. If it is the only unattended MWI message on the target telephone, ca ncelling it tur ns off the MWI light. Y ou can cancel an MWI message only from the same extension from which y[...]

98 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Figure 5 Using Unique Extensions to Dial Remote Of fices Using Site Codes If some users have overlapping telephone ext ensions, your administrator can configure your telephone system to use site codes for you to dial people at r emote offices. Y our ad mi nistrator chooses the site codes f[...]

Bridged Extensions 99 Figure 6 Using Site Codes to Dial Remote Of fices Bridged Extensions W ith a b ridged extension, buttons an d status lights on one telephone are associated with buttons and status lights on another telephone. On the primary telephone, you can perform all oper ations (such as dialing telephone calls, placing ca lls on hold, for[...]

100 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Example: If an assistant’ s job is to answer a manager’ s teleph one calls, the administrator can map the manager’ s extension on the assistant’ s telephone. The manager’ s telephone is the primary telephone, and the assistant’ s telepho ne is the secondary telephone. Y our ad[...]

Using Pulse Dialing 101 Examples: ■ Some of your telephone lines are pr ovided by a telephone company that supports only pulse dialing while other lin es are pr ovided by a differ en t telephone company that supports DTMF dialing. ■ Y our organization’ s telephone ser vice provider of f ers low-cost, pulse-dialing-only service. ■ In some si[...]

102 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Additional Applications These softwar e applications are available on the NBX Resource Pack CD : ■ NBX Call Reports * ■ NBX T API Service Provider (NBXTSP) ■ NBX Desktop Call Assistant * ■ Complement Attendant Software * ■ Palm Dialer ■ pcXset™ Soft T e lephone * ■ NBX Med[...]

7 F EATUR E C ODES This chapter describes how to us e fe ature codes with the 3Com® T elephones. It covers these topics: ■ NBX T ones ■ Feature Codes with 3Com T elephones ■ Using Feature Codes For help on accessing NBX® features from an analog telephone, see the NBX Feature Codes Guide in the NBX NetSet™ utility . NBX T ones As you use y[...]

104 C HAPTER 7: F EATURE C ODES hear the Error T one if you make an error such as trying to enter an unsupported feature code, an invalid extension, or an invalid password. Hang up and start th e feature code sequence again. ■ Feature Active To n e — Example: Y ou activate o ne of the “persistent” features, for instance, you lock your telep[...]

Using Feature Codes 105 3Com Manager’ s T elephone Most of the fea tures that are listed in Ta b l e 9 are available on your 3Com Manager’ s T elephone on single-purpose but tons like Hold, Confer ence, T ransfer , and Redial, or on Access buttons that you or your administrator can program. Y ou can view and select feature codes using the displ[...]

106 C HAPTER 7: F EATURE C ODES Caller ID Restri ction (CLIR — All) — On/Off F + 889 “Caller ID” in Chapter 6 Caller ID Restri ction (CLIR — Next Call) F + 890 “Caller ID” in Chapt er 6 Class of Servic e Override F + 433 + your own extension + # + your password + # + the outside party’s number “Class of Service Override” in Chap[...]

Using Feature Codes 107 Monitor , Whisper , Barge-In F + 425 “Supervisory Monitoring” in Chapter 6 Password — Set Initiall y F + 434 + new password + # + repeat your new password + # “Setting Up Y our Password and V oice Mail for the First T ime” in Chapter 1 Password — Change F + 434 + current password + # + new password + # + repeat y[...]

108 C HAPTER 7: F EATURE C ODES[...]

8 3C OM 3105 AND 1105 A TTENDANT C ONSOLES 3Com Attendant Consoles and the NBX Complement Attendant Software (CAS) application enable a receptionist to handle high call volumes efficiently . Alt hough receptionists ar e the primary users of th e Attendant Console and CAS, the two can also be used by busy sales repr esentatives and others who receiv[...]

110 C HAPTER 8: 3C OM 3105 AND 1105 A TTENDANT C ONSOLES 3Com Attendant Console The 3Com 3105 and 1105 Atten dan t Consoles each have 50 Access buttons and 4 prepr ogrammed Feature buttons. Although the design of the two Attendant Consoles is different, the buttons work the same way . In effect, the Attendant Console is an extension of the 3Com T e[...]

3Com Attendant Console 111 Figure 7 3Com 3105 Attendant Console 1 Hold button — Places a caller on hold. 2 T ransfer button — Enables you to send a call to another telephon e. 3 Dir ect Mail T ransfer button — Allows yo u to send a caller directly to another user’ s voice mailbox or phantom mailbox. 4 Call Park button — Places a call in a[...]

112 C HAPTER 8: 3C OM 3105 AND 1105 A TTENDANT C ONSOLES 8 Shift button — Enables you to toggle between the two sets of Access button assignments on the Console. Press the Shift button to switch between assignments 1 through 50 and assignments 51 through 100. The Shift button LED is lighted when you have button s 51 through 100 selected. Figur e [...]

Opening the 3105 Attendant Co nsole Label Cover 113 3L a b e l s — Y ou can print labels for you r Attendant Console usin g the LabelMaker forms in the NBX NetSet utility or on the NBX Resource Pack CD . See “Printing Labels” in Chapter 5 . 4 T ransfer button — Enables you to send a call to another teleph one. See “T ransferring a Call”[...]

114 C HAPTER 8: 3C OM 3105 AND 1105 A TTENDANT C ONSOLES Complement Attendant Software The Complement Atten dant Software is an optional component, which requir es a license. On yo ur personal computer , the Complement Attendant Software displays your telep hone dire ctory in a series of tabs. Each tab sorts the directory by a dif ferent type of in[...]

Complement Attendant Software 115 Ta b l e 1 1 describes Complement Attenda nt So ftware buttons and the keyboard shortcuts to fu nctions on the Action menu. Managing Calls T o manage incoming calls using th e Complemen t Attendant Software, click the buttons at the bottom of the screen, as described her e: 1 Select a sort method by cli cking th e [...]

116 C HAPTER 8: 3C OM 3105 AND 1105 A TTENDANT C ONSOLES[...]

A T ELEPHONE I NSTALLATION AND M AINTENANCE This chapter covers these topics: ■ Connecting the T elephone ■ Moving Y o ur T elephone ■ Swapping T elephones ■ Cleaning Y our T elephone ■ T roubleshooting Problems Connecting the T elephone Although the connector layout vari es between telephones, all 3Com T elephones and at tendant consoles[...]

118 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE Figur e 10 shows under side of the 3Com 3102 Business T elephone. Connection details for each type of 3Com device are listed on the packing sheet that is shipped with the device. Figure 10 Underside of the 3C om 3102 Business T elephone CAUTION: The NBX system operates over the LAN, not thr[...]

Attaching and Adjusting the Articulating Support Bracket 119 ■ The following device support brac kets have built-in strain relief clamps: 3101, 3102, 3103, 3105, and 3100. Attaching and Adjusting the Articulating Support Bracket The articulating support bracket is common to the following devices: ■ 3Com 3105 Attendant Con sole ■ 3Com 3103 Man[...]

120 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE Figure 12 Adjusting the Support Bracket 1 Lock tab T o adjust the suppo rt bracket, press to r elease the lock tab, rotate the bracket to the position that you want, and then release the lock tab. Figure 13 W all Mounting 1 Bottom supports When you mount a device on a wall, attach the su pp[...]

Moving Your Telephone 121 Moving Y our T elephone All 3Com T elephones have the Auto matic T elephone R elocation feature. Each telephone has a un ique “address. ” Y ou can move yo ur telephone to another location, connect it to any Ether net jack on the LAN, and still maintain all of your pe rsonalized features, speed dials, and extension numb[...]

122 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE My telephone has “locked up.” ■ Your telephone has lost the conn ection to the system. Remove the Ethernet cord from the jack, and then re-insert it into the jack. ■ Wait a few seconds. If the telephone still appears to be locked, disconnect the electrical power for your telephone, [...]

Troubleshooting Problems 123 My telephone is not forwarding my incoming calls to m y voice mailb ox. In NBX NetSet > User Info rmation > Call Forward Default, verify that you have selected Forward to V oice Mail as your call coverage poi nt. For details, see “Forwarding Incoming Calls” in Chap ter 4 . I added a One-Touch speed dial, but t[...]

124 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE[...]

I NDEX A Access buttons 1105 Attendant Console 112 3103 Manager’ s T eleph one 21 3105 Attendant Console 111 account codes and billi ng codes 76 feature code 105 ACD 81 and the Do Not Disturb feature 69 feature code 105 administrator , definition 10 agent (supervisory monitoring) 87 change 89 all calls, forwarding 47 All Ports Busy message 122 an[...]

126 I NDEX calling groups and the Do Not Disturb feature 69 feature code 105 overview 81 sample configu ration 86 Calling Line Identity Restriction (CLIR) 78 feature codes 106 CAS 114 change agent (supervisory moni toring) 89 Class of Service (CoS) override 71 feature code 106 cleaning telephones 121 CLIR 78 feature codes 106 coaching 88 codes acco[...]

G 127 forwarding calls all calls 47 directly to another user’ s mailbox 54 no answer 46 to your call coverage poin t 46 to your voice mailbox 46 unansw ered c alls 46 forwarding voice mail messages 34 FWD MAIL 47 G Greeting-Only mailboxes 40 group call pickup 80 group lists, personal voice mail creating 36 modifying 37 group voice mailbox 41 H ha[...]

128 I NDEX long-distance call s, preventing 70 M mail group lists personal 36 system 36 mailboxes greeting-only 40 group 41 phantom 41 setting up personal 13 maintenance, telephone 117 Manager’ s T elep hones 3103 19 Message butt on 23 message waiting indi cator for voice mail analog telephones 30 message waiting indicator to teleph one 95 cancel[...]

Q 129 personal greeting changing 29 selecting 29 setting the first time 14 personal speed dial buttons 3103 Manager’ s T elephone 23 personal speed dial numbers 60 personal voice mail group lists creating 36 modifying 37 phantom mailboxes 41 picking up calls 7 9 featur e codes 105 printing labels 63 printing speed di al lists 63 private messages [...]

130 I NDEX support brackets 3103, attaching 119 3105, attaching 119 system voice mail groups 36 T tabs, Complement Attendant Software (CAS) screens 114 telephone line on multiple telephones, secu rity 75 telephone maintenance 117 telephone number , for of f-site notifica tion 6 5 telephone support brackets 3105 119 telephone support brackets, 3103 [...]