3Com VCX V7000 manual

http://www.3com.com/ Part Number 900-0330-01 Rev AC Published February 2006 VCX ™ Business T elephone Guide VCX ™ V7000 IP Telephony Solution System Relea se 7.0[...]

3Com Corporati on 350 Campus Drive Marlbor ough, MA 01752-3064 Copyright © 2006 3Com Corporation. All righ ts 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. 3Com Corpora[...]

C ONTENTS A BOUT T HIS G UIDE Conventions 10 Figures 10 Related Documentat ion 11 Comments 12 1 G ETTING S TARTED VCX T e lephone Overview 14 Initial V oice Mailbox Setup 15 Configuration Options 16 Additional Infor mation Sources 16 2 VCX B USINESS T ELEPHONE — M ODEL 2102 Buttons and Cont rols 18 Access Buttons 21 Line Status Lights 23 Assignin[...]

4 4 VCX A TTENDANT C ONSOLES — M ODEL 3105 AND C OMPLEMENT A TTENDANT VCX Attendant Console 3 8 Access Buttons 38 Feature Buttons 38 Printing Labels 40 Attendant Con sole Status Light s 41 Complement Attendant Software 42 5 B ASIC T ELEPHONE O PERATION Logging In to Y our T elephone 48 Changing Y our Password 49 Answering a Call 50 Making Calls 5[...]

5 Muting Calls 61 Mute Ringer 61 Activating Do Not Disturb 61 6 F EATURE C ODES Feature Code Overview 64 Using Featur e Codes 6 4 Feature Codes 65 7 S TANDAR D F EATURES Viewing the Call Logs 72 Viewing the User Directory 72 Controlling Caller ID 73 Setting up a Conference Call 74 Unannounced Confer ence 75 Announced Con ference 75 Camping on a Bus[...]

6 Silent Monitor and Barge In 90 Monitoring a Call 91 Barging In 92 Blocking Call Monitoring 92 Remote Call Forwar d 93 Hunt Gro ups 94 Hunt Group T ype s 9 6 Logging In to a Hunt Gr oup 98 Hunt Group Int eraction W ith Other Featur es 99 Viewing Hunt Group Members hip and Status 100 8 U SING THE VCX U SER I NTERFACE Accessing the VCX User Int erfa[...]

7 W all-Mount Position 123 Security W all-Mount Bracket 124 Opening the 3105 Attendan t Console Label Cover 125 Moving Y our T e lephone 125 Swapping T elephones 125 Cleaning Y our T ele phone 126 T r oubleshooting Problems 126 I NDEX[...]

8[...]

A BOUT T HIS G UIDE 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 softwar e: ■ VCX 2102 Business T elephone ■ VCX 3102 Business T elephone ■ VCX3105 Attendant Console an d PC-based Self-conscious If release notes are shipped with your product and the[...]

10 A BOUT T HIS G UIDE Conventions T able 1 and T able 2 list conventions that are used throughout this guide. Figures Thi s guide pr ovides figur es and scr een captu res that co ntain sample data . This data may vary from the data on an installed system. Ta b l e 1 Icons Icon Type Description Information note Information about importan t features[...]

Related Documentation 11 Related Documentation These 3Com documents contain ad ditional in formation about the products in this r elease that are a part of or support the 3Com Convergence Application Su ite. The following documents are a part of the VCX IP T elephony Module: ■ VCX Installation and Maintenance Guide ■ VCX Administration Guide ?[...]

The following documents provide information on products that support this release: ■ Enterprise Management Suite User Guide ■ Enterprise Management Suite Gett ing Started Guid e ■ VCX V7111 Fast T rack Installation Guide, V ersion 4.4 ■ VCX V7111 V oIP SIP Gateways User Manual, V ersion 4.4 ■ VCX V7122 SIP V oIP Gateway Insta llation Guid[...]

1 G ETTING S TARTED This chapter provides a general desc ription of your VCX telephone and describes the step s you must complete to use your phone. This chapter includes the followin g topics: ■ VCX T elephone Overview ■ Initial V oice Mailbox Setup ■ Configuration Options ■ Additional Information Sources[...]

14 C HAPTER 1: G ETTING S TARTED VCX T elephone Overview Y our VCX telephone must be conf igured to work in an IP network. This means your phone must be assigned an IP address so it can communicate with other VCX phon es and devices. T ypically , your administrator assigns IP values, including an IP address, as part of the installation process. Dur[...]

Initial Voice Mailbox Setup 15 Initial V oice Mailbox Setup When a caller dials your telephone nu mber and you are unable to answer the call, the caller hears a recording and is pr ompted to leave a mess age. Before you can listen to messages in your voice mailbox, you must recor d your name, a personal greeting, an d change the default password yo[...]

16 C HAPTER 1: G ETTING S TARTED Configuration Options Simple VCX telephone operations (for example, making a call, transferring a call, and putting a call o n hold) requir e no configuration. These operatio ns are described in Chapter 5 . Many VCX features, however , do requ ire configuration (for example, call forwarding and speed dialing). In ge[...]

2 VCX B USINESS T ELEPHONE — M ODEL 2102 This chapter describes the buttons and controls on the3Com® VCX™ Model 2102 Business T elephone. This chapter includes the followin g topics: ■ Buttons and Controls ■ Access Buttons ■ Line Status Lights ■ Assigning Model 2102 Access Bu tt on Functions Using the TUI For information about the Mode[...]

18 C HAPTER 2: VC X B USINESS T ELEPHONE — M ODEL 2102 Buttons and Controls Fi gure 1 shows the buttons and controls on the Model 2102 Business T elephone. Figure 1 3Com 2102 Business T elephone The Model 2102 Business T elephone inclu des the following features: 1 Handset 2 MSG (Message) button and Message Waiting Light — Pr ess MSG to access [...]

Buttons and Controls 19 Y ou can also use the Display Panel to view or enable feature s available through the Main menu. Y ou can access the Main menu by pressing the Program button (see number 8 below). The following features are available: ■ User Directory — Displays a directory of the people in your organization. See Viewing the Us er Direct[...]

20 C HAPTER 2: VC X B USINESS T ELEPHONE — M ODEL 2102 CAUTION: This option is for administrator use only . Unauthorized modification of these paramete rs will disconnect your phone. 5 Soft buttons — Use the soft buttons to navigate through Display Panel options. A button’ s function dep ends on the option selected. The butto ns are, left to [...]

Access Buttons 21 16 Speaker button — Enab les you to use the spea ker phone feature. Press the Speaker button before you dial a call, when your telephone is ringing, or while a call is in pr ogress. T o tur n the speaker off and re sume the conversation, pick up the handset. 17 V olume control butto ns — Enables you to adjust the volume of the[...]

22 C HAPTER 2: VC X B USINESS T ELEPHONE — M ODEL 2102 Figure 2 Access Buttons Access buttons have the following settings: 1O K — Press the OK button to send a call. 2 Release — Press the Release button to disconnect a call. 3 Call Park — Enables you to place a call in a holding p atter n so that it can be retrieved fr om another telephone [...]

Line Status Lights 23 ■ 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 Dia ling . 8 These three Access buttons (System Appearance buttons; SA1, SA2, and SA3) are lines for incoming and outgoing calls. Line Status Lights The lig[...]

24 C HAPTER 2: VC X B USINESS T ELEPHONE — M ODEL 2102 However , if the button fun ction requir es additional information (for example, a speed dial number or a call forwar d destination number), you can choose the values for the parameters. There ar e two exceptions: ■ BLF (Busy Lamp Field) — Displays the status of another user's phone.[...]

Assigning Model 2102 Ac cess Button Functions Using the TUI 25 Remapping Model 2120 Button Functions T o change the function of a but ton that is in an unlocked state: 1 Press the Program button twice. The Display Panel prompts you to select the button you want to r emap. 2 Press the button. The Display Panel prompts you to sele ct the function you[...]

26 C HAPTER 2: VC X B USINESS T ELEPHONE — M ODEL 2102 Viewing and Changing Button Information T o view the current function mapped to a button or t o change the additional information for a function mapped to a button that is in a locked state: 1 Press the Program b utton once. The Display Panel prompts you to select the button whose information[...]

3 VCX B USINESS T ELEPHONE — M ODEL 3102 This chapter describes the buttons, controls, and features on the 3Com® VCX™ Model 3102 Business T elephone. This chapter includes the followin g topics: ■ Buttons and Controls ■ Access Buttons ■ Status Lights ■ Assigning Model 3102 Access Bu tt on Functions Using the TUI For information about t[...]

28 C HAPTER 3: VC X B USINESS T ELEPHONE — M ODEL 3102 Buttons and Controls Fi gure 3 shows the buttons and controls on the VCX Model 3102 Business T elephone. Figure 3 VCX Model 3102 Business T elephone 1 Soft buttons — Use the soft buttons to navigate through Display Panel options. A button’ s function dep ends on the option selected. The b[...]

Buttons and Controls 29 3D i s p l a y P a n e l — Displays telephone st atus messages, Caller ID information (if enabled), and the nu mber of new messages (voice, e-mail, and fax) that you have in your mailbox (see Using the T elephone Display Panel for more information on how message status determines the message list). Y ou can also use the Di[...]

30 C HAPTER 3: VC X B USINESS T ELEPHONE — M ODEL 3102 ■ T ransfer to VM ail — Allows you to transfer a call to another user’ s voice mailbox. See T ransferring a Call to Another User’ s V oice Mail . ■ Advanced Settings — Configur es network parameters. CAUTION: This option is for administrator use only . Unauthorized modification of[...]

Access Buttons 31 Coverage Point . The light next to the FWD MAIL but ton remains r ed as long as this option is enabled. 16 MSG (Message) button and Message W aiting Light — Press this button to access your message s through the voice mail system (r efer to the IP Messaging Module User Guide for information on messaging). The light next to the M[...]

32 C HAPTER 3: VC X B USINESS T ELEPHONE — M ODEL 3102 Figure 4 Access Buttons Access buttons have the following default settings: 1 The first three buttons in this gr oup (start ing from the bottom) ar e lines for incoming and outgoing calls (Sys tem Appearance butto ns SA1, SA2, and SA3). Y ou administrator can assign up to six additional Syste[...]

Status Lights 33 13 Feature button — Allows you to access features that are not assigned to an Access button on your telephone. For more information on feature codes, see Chapter 6 . 14 Local Dir ectory — Lists, in the Display Pane l, all the users in your organization and their extensions. Y ou can use the Soft Butt ons to sort the list and se[...]

34 C HAPTER 3: VC X B USINESS T ELEPHONE — M ODEL 3102 However , if the button fun ction requir es additional information (for example, a speed dial number or a call forwar d destination number), you can choose the values for the parameters. There ar e two exceptions: ■ BLF (Busy Lamp Field) — Displays the status of another user's phone.[...]

Assigning Model 3102 Ac cess Button Functions Using the TUI 35 Ta b l e 6 3Com Default Button Mappings for the Model 3102 T elephone – Left Column Button Number Feature Additional Information 9 Personal Speed Dial #1 First personal speed dial number 8 Personal Speed Dial #2 Second personal speed dial number 7 Personal Speed Dial #3 Third personal[...]

36 C HAPTER 3: VC X B USINESS T ELEPHONE — M ODEL 3102 Remapping Model 3102 Button Functions T o change the function of a button that is in an unlocked state: 1 Press the Program button twice. The Display Panel prompts you to select the button you want to r emap. 2 Press the button. The Display Panel prompts you to sele ct the function you want t[...]

4 VCX A TTENDANT C ONSOLES — M ODEL 3105 AND C OMPLEMENT A TTENDANT The VCX Attendant Console (Model 3105) and the VCX 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 the CAS, the two can also be used by busy s[...]

38 C HAPTER 4: VC X A TTENDANT C ONSOLES — M ODEL 3105 AND C OMPLEMENT A TTENDAN T VCX Attendant Console The VCX 3105 Attendant Co nsole has 50 Access buttons and 4 prepr ogrammed Feature buttons. In effect, the Attendant Console is an extension of the VCX B usiness T ele phone or VCX Basic T elephone with which it is associated. Figur e 5 illust[...]

VCX Attendant Console 39 Figure 5 VCX 3105 At tendant Console 1 T ransfer button — Enables you to send a call to another telephone. See T r ansferring a Call . 2 Hold button — Places a caller o n hold. See Putting a Call on Hold . 3 Conference button — Allows you to set up a three-way conference call. See Setting up a Conference Call . 4 Call[...]

40 C HAPTER 4: VC X A TTENDANT C ONSOLES — M ODEL 3105 AND C OMPLEMENT A TTENDAN T 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 fe ature is enabled. See Attendant Console Status Lights . Y our administrat[...]

VCX Attendant Console 41 a In the Criteria-base Search section, in the T y pe of File list box, select Documentation . b In the Product Category list box, select Convergence/IP T elephony . c In the Filename text box, enter labels.exe . d In the Operating System list box, select All . e Click Search . 4 When the search r esults page is displayed, l[...]

42 C HAPTER 4: VC X A TTENDANT C ONSOLES — M ODEL 3105 AND C OMPLEMENT A TTENDAN T Complement Attendant Software The Complement Atten dant Software (CAS) application is an optional VCX component, which requir es a license. On your personal computer , the Complement Attendant Software disp lays your telephone directory in a series of tabs. Each ta[...]

Complement Attendant Software 43 The main window includes three areas: ■ The Call List appears on the top part of the window and dis plays currently active calls. See Ta b l e 9 . ■ The Command Button s appear below the Call List and perform operations on a selected call. See Ta b l e 1 0 . ■ The Directory List appears on the bo ttom of the w[...]

44 C HAPTER 4: VC X A TTENDANT C ONSOLES — M ODEL 3105 AND C OMPLEMENT A TTENDAN T The Complement Attendant Software provides a Line Monitoring feature similar to the Busy Lamp Field (BLF) feature available on the VCX Attendant Console. Line Monitori ng allows you to monitor the busy status of other phones. This feature is very useful for determi[...]

Complement Attendant Software 45 For complete information on the Complement Attendan t Software, see the online Help system in the software. Park Places a call in a “holding pattern” so that it can be retrieved from another telephone on the system. Alt+K Unpark Releases a caller from a “holding pattern.” Alt+U Transfer Forwards a call to an[...]

46 C HAPTER 4: VC X A TTENDANT C ONSOLES — M ODEL 3105 AND C OMPLEMENT A TTENDAN T[...]

5 B ASIC T ELEPHONE O PERATION This chapter describes how to use the basic telephone fun ctions available on all VCX telephone models and includes the following topics: ■ Logging In to Y our T elephone ■ Answering a Call ■ Making Calls ■ T erminating Calls ■ Using the T elephone Display Panel ■ Controlling the V olume ■ Using the Hand[...]

48 C HAPTER 5: B ASIC T ELEPHONE O PERATION Logging In to Y our T e lephone Y ou r 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 extensio n, you are logged in and can make calls: Extension: 1001 Feb 17 08:12:0[...]

Logging In to Your Telephone 49 In this case, use the following steps to log in to your phone: 1 Press Pr ogram + 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 replac[...]

50 C HAPTER 5: B ASIC T ELEPHONE O PERATION Answering a Call T o answer an incoming call, lift the handset. Alternatively , you can press the Speaker button. If you have enabled Handsfree Active on Inter c om, you can simply speak to answer internal calls. If your phone includes multiple access lines, press the Access button for the line on which t[...]

Making Calls 51 3 When you comp lete the call, hang u p the handset. If you pressed the Speaker button, pr ess it agai n to end the ca ll. Redialing a Call T o redial a number on a 3Com Business T elephone: ■ Pick up the handset and press Redial to dial the most recent number that you called. ■ Use the Call Logs on the display pa nel to redial [...]

52 C HAPTER 5: B ASIC T ELEPHONE O PERATION For example, suppose a company has three of fices: ■ Phones at the Chicago office us e an extension range from 1000 through 1999. ■ Phones at the Atlanta office use an extensio n range from 2000 through 2999. ■ Phones at the Dallas office use an extension range from 3000 through 3999. In this exampl[...]

Terminating Calls 53 For example, the telephone in a conference room may be configured to prevent long-distance telephone calls. Y ou may , how ever , need to place a long-distance call during a meeting. If the permissions included with the Class of Service on your phone allow long-distance calling, you can use the Class of Service Override feature[...]

54 C HAPTER 5: B ASIC T ELEPHONE O PERATION 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 be en listened to but has not been acted upon (saved or d[...]

Controlling the Volume 55 ■ Silent Monitor — When enabled by your administrator , allows you to monitor another user’ s phone calls. See Silent Monitor and Barge In . ■ FWD Universal — Allows you redirect incoming calls to another destination unconditionally . See Call Forwarding . ■ FWD Busy — Allows you redir ect incoming calls to a[...]

56 C HAPTER 5: B ASIC T ELEPHONE O PERATION ■ Ringer V olume — T o raise or lower t he volume of the ring , press the up or down V olume Contro l button repeatedly while your telephone is ringing , until the volume is at the level that you prefer . ■ Handset V olume — T o raise or lower the volume of the dial tone and the voice level of you[...]

Using the Hands Free Feature 57 Using the Hands Free Featur e Y ou can use your phone as an intercom. Y ou can answer internal (intercom) calls without picking up the handset. When you receive an internal call, your telephone sounds a tone and activates the speaker phone. An external call (a call from outside y our local call processor) rings to yo[...]

58 C HAPTER 5: B ASIC T ELEPHONE O PERATION It may take a few minutes for your headset to return from the power -saving mode to the active mode when calls first come in, so your telephone may not ring until the head s et has re tur ned to active mode, and you may miss a call. If you plan to not use the headset for a long time, 3Com recommends that [...]

Transferring a Call 59 T ransferring a Call When you ar e on a call, the T ransfer feature allows you to send the call from your telephone to any other internal line. For unattended or attended transfers, if your call permi ssions allow , you can send the call to an exter nal line. If your telephone is part of a bridged extensio n, see Call T ransf[...]

60 C HAPTER 5: B ASIC T ELEPHONE O PERATION ■ If the recipient wants to take the call, pr ess T ransfer . Hang up. ■ If the recipient does not want to take the call, hang up the seco nd call and go back to the first call by pressing the Access button on which the call originated. Serial T ransfer A serial transfer is like an unatte nded transfe[...]

Muting Calls 61 Muting Calls Y ou can prevent callers from hearing you by turning off the telephone’ s microphone when you are using the hand set or headset, or when your telephone is in sp eaker phone mode. T o 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 T o tur[...]

62 C HAPTER 5: B ASIC T ELEPHONE O PERATION coverage point is your voice mail box. The call coverage point is set through the VCX User Interface (see Chapter 8 ). When your telephone is in Do Not Dist urb mode: ■ An incoming call d oes not cause your phone to ring . If you are logged in to multiple phones using the same phone number and one of th[...]

6 F EATUR E C ODES This chapt er describes how to use VCX feat ure codes on a VCX telephone to enhance the operation of your phone. A f eature code is a sequence of numbers you enter o n the telephone ke ypad to enable a feature that is not mapped to a button. This chapter includes the followin g topics: ■ Featur e Code Overview ■ Using Feature[...]

64 C HAPTER 6: F EATURE C ODES Feature Code Overview Some common telephone features are mapped to buttons ( Hold , for example). However , the number of bu ttons varies on each model of VCX phone. Furthermore, the number of VC X featur es exceeds the number of buttons available on any phone. Feat ure codes allow the VCX telephone feature set to be [...]

Feature Codes 65 Feature + 446 or * 446 Then, either press Ok or press Featur e + 120 to complete th e command. Some features require additional information. For example, if you want to enable call forwarding when your pho ne is busy , you must designate the extension to which you want your calls forwarded. The featur e code for Call Forward Busy i[...]

66 C HAPTER 6: F EATURE C ODES T able 11 VCX Feature Codes Alphabeti cal by Feature or T ask Feature Feature Code Entr y Descri ption Anonymous No w (Enable/Disable) Feature + 889 Or *889 See Controlling Caller ID . Anonymous Nex t (Enable/Disable) Feature + 890, then <destination> Or *890*<destination> See Controlling Caller ID . Barge[...]

Feature Codes 67 Class of Service (COS) Override Feature + 433, then <your extension>, then <your mailbox password>+ # , then <outside party number> See Class of Service Override . Conference Call Feature + 430, then <destination>, then Feature + 430 See Setting up a Conference Call . Display Software Version Feature + 837 D[...]

68 C HAPTER 6: F EATURE C ODES Remote Call Forward Feature + 468, then <extension to forward> + #, then <destination> + # Or *468*<extension to fo rward> *<destinati on> See Remote Call Forward . Retrieve Voice Mail Feature + 600 Or *600 The first entry simulates pressing the MSG button. The second entry allo ws you to leave[...]

Feature Codes 69 Speed Dial — Personal Feature + 601 + n Or *601* n , where n is the speed dial digit (1 through 9) associated with the number you want to dial. Allows you to dial a personal speed dial number. To configure personal speed dialing, see Speed Dialing . Speed Dial — System Featur e + 700 + speed dial number Or *700* n # , where n i[...]

70 C HAPTER 6: F EATURE C ODES 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. ■ If the [...]

7 S TANDAR D F EATUR ES This chapt er describes the stand ard VCX telephone features that you can set up and access through the T elephon e User Interface (TUI) on your telephone. Chapter 8 describes the telephone f eatur es that require configuration through the VCX User Interface. This chapter contains the fo llowing topics: ■ Viewing the Call [...]

72 C HAPTER 7: S TANDARD F EATURES Viewing the Call Logs Y ou can use the Call History featur e to display your call logs. These are the logs of the 10 most recent calls to and from your telephone. From the call logs you can select calls and the phone automatically dials them. T o access and use the Call History: 1 Press the Call History button. Op[...]

Controlling Caller ID 73 The Users Directory can be local or global. ■ Local users are typi cally located in the same office and share the same call processor . ■ If your VCX system includes multiple sites (for example, r egional and branch offices), each with one or mor e VCX call processors, you can display a global directory of all the users[...]

74 C HAPTER 7: S TANDARD F EATURES sends your Caller ID when you make a call. Y ou can choose one of the following settings: ■ Select one of the following sett ings for all your calls: ■ Send Caller ID information (Anonymous Now is disabled). ■ Block Caller ID information (Ano nymous Now is enabled). ■ Block Caller ID information for your n[...]

Camping on a Busy Extension 75 The following sections describe how to set up an unanno unced conference call and an announced co nference call. In either type of conference call, if one of the pa rticipants hangs up, the other two participants remain connected. Unannounced Confer ence In an unannounced conference, you conference in the person witho[...]

76 C HAPTER 7: S TANDARD F EATURES extension does not become free within a time period sp ecified by your administrator , Camp On expires. T o camp on an extension you call: 1 When you make a call and hear a busy tone, press Featur e + 469 . The system camps on the phone yo u are calling. Y ou can hang up. 2 When the called ext ension becomes av ai[...]

Forwarding Calls to Voice Mail 77 b Press Pr ogram + 5 + 5, enter your password , and then pr ess # . 3 When you are finished using the other phone, log out of the phone by pressing Pr ogram + 5 + 6. 4 Log back into your own phone by pressing Pr ogram + 5 + 6. Forwarding Calls to V oice Mail Y ou can forward incoming calls to your voice mailbox by [...]

78 C HAPTER 7: S TANDARD F EATURES ■ If you have not enabled this featur e code, you can send a call that is ringing (and all subsequent calls) to your voice mailbox by pressing Feature + 440 . ■ T o disable this featur e, press Feature + 44 0 . All calls ring normally . T ransferring a Call to Another User’ s Vo i c e M a i l Y ou can transf[...]

Call Waiting 79 Hangs up. Extension 1001 now hears the voice mailbox g reeting for extension 1002 but extension 100 2 does ring. On a telephone with a Program button, you can transfer a call directly to another subscriber’ s voice mail by using the following procedur e: 1 While on a call, press Pr ogram . 2 Press 4 to access the Call Featur es me[...]

80 C HAPTER 7: S TANDARD F EATURES ■ System Spee d Dials — With this type of speed dialing, your administrator maps commonly used numbers (inter nal or exter nal) to feature code values. T o use a system speed dial, you press the Feature button a nd enter the a pprop riate featu re code and the spee d dial number . The administrator creates sys[...]

Speed Dialing 81 T o configure a speed dial number using the Pr ogram butto n and the Speed Dial menu: 1 Press the Program button. The Main menu appears. 2 Press [ 3 ] to access the Speed Dial menu. The Display Panel lists the first speed dial: Speed dial 1 : If the speed dial is already configur ed, the Display Panels show the configured number , [...]

82 C HAPTER 7: S TANDARD F EATURES Editing Personal Speed Dial Numbers Y ou can change or delete any pe rsonal speed dial nu mber that you previously configured using the T elephone User Interface. T o change or delete a previously configured speed dial number: 1 Press the Program button. Th e Main menu appears. 2 Pre ss [ 3 ] to access the Speed D[...]

Call Forwarding 83 Y ou can also use the following method to dial a speed dial number on any VCX phone: 1 Press the Program button. The Display Panel lists the first speed dial, for example: Speed dial 1 : 1001 Use the up and down scroll buttons to locate the speed dial number you want to dial. 2 Press the first soft button under the Display Panel.[...]

84 C HAPTER 7: S TANDARD F EATURES ■ Where you want your call to be forwarded ■ The condition that r esults in the system forwarding a call: ■ Ring No Answer — Redirects incoming calls to another destination when your phone rings for a configu red time period (the default is 20 seconds). Y ou can forward all unanswer ed calls by enabling Ca[...]

Call Park 85 T o disable Call Forward Ring No Answer , repeat step 1. Call Forward Busy Line T o forwar d your call s to another ex te nsion when all your lines are busy: 1 On phones with a Pro gram button, press the button to display the Main menu, then press 4 to select Call Featur es. Alternatively , you can pr ess Feature + 467 to access the Ma[...]

86 C HAPTER 7: S TANDARD F EATURES 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, yo u assign it a Call Park extension, which you (or another user) use t o retrieve it. Th[...]

Paging 87 Paging Paging lets you activate the speakers and broadcast a message to all of the available phones in a paging gro up. Y our ad ministrator defines the members of a paging group and an extension to dial to page that group. A phone in a group is available to rece ive pages if it has a speaker , unless: ■ the phone is not logged in ■ t[...]

88 C HAPTER 7: S TANDARD F EATURES Call Pickup Use the Call Pickup feature to answer a call that is ringing on another telephone. There a re two types of call pick up: ■ Dir ected 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[...]

Call Pickup 89 Using One-T ouch Pickup : 1 Pick up the handset. 2 Press the Access button that you have assigned to Dir ected Pickup. 3 Dial the extension number o f the ringing telephone. Grou p Call Pickup T o answer a call that is r inging on a group member’ s telephon e: 1 Pick up your hand set. 2 Dial the Group Call Pickup extension. The cal[...]

90 C HAPTER 7: S TANDARD F EATURES Silent Monitor and Barge In The VCX system supports Silent Mo nitor and Barge In. Thes e two features are typically used in call centers to a llow supervisors to listen to (monitor) and optionally join (barge in) a conversation between an agent and a customer to ensure pr oper customer support. Unless the supervis[...]

Silent Monitor and Barge In 91 ■ If a supervisor attempts to park, conference, or transfer a monitored call, the action will be ignor e d and the Display Panel shows Not supported operation . ■ If a customer or agent terminates a monitored call by hanging up, the supervisor will be disconnected from the session. ■ Supervisors cannot monitor c[...]

92 C HAPTER 7: S TANDARD F EATURES T o terminate participation in a monitore d call, hang up. This has no effect on agent-customer communication (t he agent-customer sessio n remains active). If you want to join a monitored call, see the follo wing section, Barging In . Barging In Barge In allows a supervisor to speak to the agent and customer duri[...]

Remote Call Forward 93 T o block call monitoring on an agent extension to make a private call: 1 Pick up the handset. 2 Press Featur e + 429 . The Display Panel shows the following pr ompt: Enter the phone number: Press # to complete! 3 Enter the exte nsion of the priva te call and press # . Alternatively you can combine steps 2 and 3 by using the [...]

94 C HAPTER 7: S TANDARD F EATURES The Display Panel prompts you to enter the extension of the phone that will receive the forwar ded calls. 4 Enter the extension of the phone that will r eceive forwarded calls and press # . Alternatively , you can combine steps 2, 3, and 4 by enter ing the following command: *468*<source extension>*<desti[...]

Hunt Groups 95 ■ Y our extension and the call coverage point you have set up (see Configuring a Call Coverage Point ). ■ A hunt group that follows the call coverage path assigned by an administrator for that g roup. A hunt group is a gr oup of VCX phone extensions that are configur ed under a virtual extension. An incomi ng call to the virtual [...]

96 C HAPTER 7: S TANDARD F EATURES Hunt Group T ypes The type of hunt group to which you belong determines how incoming calls are allocated to gr oup members. Y our administrator can con figure a linear hunt group, a cir cular hunt group, and a calling group. T o illustrate the differ ences betwee n hunt group types, assume the administrator has co[...]

Hunt Groups 97 ■ Device Timeout — Specifies how long the VCX call pr ocessor rings at one extension before moving to th e next extension if there is no answer . ■ T otal Timeout — Specifies how long the VCX call processor attempts to make a connection within the hu nt group before directing the call to the hunt group’ s default call cove [...]

98 C HAPTER 7: S TANDARD F EATURES Hunt Group me mber (that is, the member’ s personal call coverage point). If the member has Do Not Disturb enabled, personal (non-Hunt Gr oup) calls go to the call coverage point. Howe ver , Hunt Group calls always ring on a member’ s phone, regardless of the Do Not Disturb setting. If your telephone is part o[...]

Hunt Groups 99 Hunt Group Interaction With Other Features This section describes how participation in a hunt group interacts with other VCX phone features. Note the following considerations: ■ A hunt group call can be added to a confer ence. The member receiv ing the call can conference with another extension or with another hunt group. Both anno[...]

100 C HAPTER 7: S TANDARD F EATURES keys to locate a voice mailbox. Pr ess the message button to access the selected mailbox. Viewing Hunt Group Membership and Status Y ou can use the T elephone User Interface to view the hunt groups you belong to and your current login status for each group. T o view hunt group information enter the following feat[...]

8 U SING THE VCX U SER I NTERFACE This chapter describes how to access the VCX Use r 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 requir e configuration through the application and, subsequently , on the telephone itself ar[...]

102 C HAPTER 8: U SING THE VCX U SER I NTERFACE Accessing the VCX User Interface Y ou can use the VCX User Interface to access and manage advanced VCX telephone features, change your we b login password, and modify your personal account informatio n. The VCX User Interface is a web-based application. Before you begin, obtain the following informati[...]

VCX User Interface Overview 103 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 pa ge includes a text bo x th at describes the purpose of the page. Each text box also includes[...]

104 C HAPTER 8: U SING THE VCX U SER I NTERFACE ■ Bridge Permissions — Enables you set up your extension so that up to four oth er users have permission to transfer their calls to your phone. After configuring bridg e permissions through the VCX User Interface, see Enabling Bridged Extensions for addi tional information. This feature is not sup[...]

Enabling Call Forwarding 10 5 cannot add, modify , or delete a system sp eed dial number . However , you can exp ort the list to a Microsoft Excel spr eadsheet. Y ou can also map a system speed dial numb er to a button on your phone (see Assigning Access Butto n Functions Using the VCX User Interface ). See Dialing System Speed Dial Numb ers . ■ [...]

106 C HAPTER 8: U SING THE VCX U SER I NTERFACE Y ou can also configure and enable call forwarding through your phone’ s T elephone User Interface (TUI). See Call Forwarding . Y ou can use the VCX User Interface to set: ■ How long (in seconds) your teleph one r ings before the system forwards unanswered calls ■ Where you want your call to be [...]

Configuring a Call Coverag e Point 107 T o set up call forwarding, log in to the VCX User Interface, select the Calling Features option, then acce ss the Call Forwarding tabbed page. Enable the appropriate forwarding conditions and click Save . If you configure and enable any call forwarding option through the VCX User Interface, the option becomes[...]

108 C HAPTER 8: U SING THE VCX U SER I NTERFACE If the no coverage option is select ed an d a call is not answer ed, the caller will hear a busy tone or an err or message depending on the reason for the unanswered call. If you enable Do Not Disturb on your phone, calls will automatically go to the call coverage point, which may or may not be vo ice[...]

Enabling Bridged Extensions 109 The VCX system allows you to set up your extension so that other users can receive your calls at their p hones. Through the VCX User Interface, you can grant permission to up to four other users to receive calls intended for your extension; that is, you are “bridging” your extension to their phones. The bridged p[...]

110 C HAPTER 8: U SING THE VCX U SER I NTERFACE 3 For the bridged line settings to take effect, the phone must r etrieve the new settings from the VCX server . By default, phones check the VCX server for new informat ion every 60 minutes (the phone registration interval). T o retrieve bridged line settings, you can use one of the following options:[...]

Enabling Bridged Extensions 111 to four phones and mo nitor a manager from any phon e as long as all the secondary phones are configured with the same extension. Or , a manager may be logged in to multiple phones and monitored by an assistant logged in to one or more phones. In any case, the total number of logged in primary and secondary phones ca[...]

112 C HAPTER 8: U SING THE VCX U SER I NTERFACE ■ All secondary phones have enabled Do Not Disturb ■ No secondary phone is available ■ If the primary phone enables Do Not Disturb and no secon dary phone answers the call, the call goes to the prima ry phone’ s Call Forward destination when the Call Forwar d - Ring No Answer ring timeou t val[...]

Enabling Bridged Extensions 113 enabled only for subsequent calls. This is also true for a secondary phone user who toggles the Do Not Disturb setting while a call is ringing. If the primary phone enables Do Not Disturb and a call comes in from a hunt group, the Do Not Disturb setting is ignored and the call rings on the primary . If a secondary ph[...]

114 C HAPTER 8: U SING THE VCX U SER I NTERFACE Call T ransfer , Call Conferenci ng, and Bridged Line Calls Bridged calls can be transferred by either the primary phone or the secondary phone. The primary phone us er and secondary phone user can also set up a conference with a bridged call. If the primary phone is on a bridged call and presses the [...]

Enabling Bridged Extensions 115 If all lines are in use, a parked call that rings back is forwarded accor ding to the enabled Call Forwarding setting for that phone. If Do Not Disturb is enabled, the parked call is forwarded to the call covera ge point configured for that phone. Call Pickup and Bridged Line Calls Call Pickup (both Directed and Gr o[...]

116 C HAPTER 8: U SING THE VCX U SER I NTERFACE Personal Speed Dia l Access Buttons The VCX User Interface allows you to set up person al speed dial access buttons using two method; by assigning the Personal Speed Dial feature to an access button and by assigning the Call feature to an acce ss button. Using the Personal Speed Dial f eature pr ovide[...]

A T ELEPHONE I NSTALLATION AND M AINTENANCE This chapter covers these topics: ■ Connecting the T elephone ■ Opening the 3105 Attendant Console Label Cover ■ Installing the 3102 T elephone Label Plate ■ Attaching and Adjusting the Ar ticulating Support Br acket ■ Attaching and Adjusting th e Fixed Support Bracket ■ Moving Y our T elephon[...]

118 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE Connecting the T elephone Althou gh the connector layout vari es between telephones, all VCX telephones and attendant consoles us e these symbols to identify the connectors: Figur e 7 shows underside of the VCX 3102 Business T elephone as an example of possible connection points. Connection[...]

Connecting the Telephone 119 Figure 7 Underside of the VC X 3102 B usiness T elephone CAUTION: The VCX system operates over the LAN, not through traditional telephone wiring. Y our telephone conn ects to the VCX system through an RJ-45 LAN connector instead of an RJ-11 telephone connec tor . Y ou r telephone will not work unless it is connected pro[...]

120 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE Installing the 3102 T elephone Label Plate The VCX 3102 Business T elep hone has a label plate with localized butt on labels that you must install. Once you snap the plate onto the teleph one, you cannot remove it. T o install the plate, slip the tabs along the top edge of th e plate into t[...]

Attaching and Adjusting the Articu lating Support Bracket 121 Figure 9 Attaching the Support Bracket Figure 10 Adjusting the Support Bracket 1 2 3 T o attach the support bracket, 1 , snap the bracket into the mounting supp orts 2 , on the bottom of the telephone. After you connect the cables to the phone, press the cables into the cable management [...]

122 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE Figure 11 W all Mounting a 3102 T elephone Attaching and Adjusting the Fixed Support Bracket The fixed support bracket is supplied with the Model 2102 Business T elephone. The fixed support bracket can be attached in low profile, high profile, or wall mount positions. T abs on the underside[...]

Attaching and Adjusting the Fixed Support Bracket 123 Figure 12 Low-Pr ofile and High-Profile Desktop Positions W all-Mount Position T o 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 13 ) so that the s[...]

124 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE Figur e 14 shows an VCX 2102 T e lephone in the wall-mount position. Safe wall mounting requir es 3/4-inch drywall and 1.5-inch d rywall scre ws. Figure 14 W all-Mount Position 1 Handset support peg 2 W all with a solid backing 3 Support bracket in the low-profile position on opposite end o[...]

Opening the 3105 Attendant Co nsole Label Cover 12 5 Opening the 3105 Attendant Console Label Cover For instructions on how to create and print labels, see Printing Labels on page 40 . Figure 15 3105 Attendant Con sole Label Cover T abs Moving Y our T elephone Each VCX telephones is uniqu ely identified by an IP addr ess. Y ou can move your telepho[...]

126 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE Cleaning Y our T elephone Alw ays unplug your telephone from the power sour ce and from the network before you clean it. Use a soft cloth dampened with mild detergent. WAR NI N G: Failure to unplug the telephone before you clean it could result in electrical shock. T roubleshooting Problems[...]

Troubleshooting Problems 127 On my VCX Business Telephone, all incomi ng internal calls come over my speaker phone. You have the Hands Free feature enabled. For details, see Using the Hands Free Featur e . My telephone is not forwarding my incoming calls to m y voice mailb ox. Verify that you have activated the Forwar d to V oice Mail feature. For [...]

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

I NDEX Numbers 2102 Business T elephone figure and featur es 18 line status lights 23 mapping button func tions (VCX UI) 23 programmable access buttons 21 3102 Business T elephone figure and featur es 28 line status lights 33 mapping button func tions (VCX UI) 33 programmable access buttons 31 3105 Attendant Console 37 creating labels 40 figure and[...]

130 I NDEX Complement Attendant Software 37 buttons and keyboard shortcuts 44 features 42 interface 43 conference call announced 75 setting up 74 unannounced 75 configuration interface options 16 connecting telephones caution, RJ-45 ve rsus RJ-11 jack s 119 electrical power 118 D dial tone, troubleshooting an NBX T elephone 126 dialing a remote of [...]

O 131 mute ringer 61 muting calls 61 O one-touch speed dials 79 overview 14 P paging 87 parking a call 85 password 48 changing 49 for telephone and mailbox acc ess 104 for VCX User Interface 102 changing 103 personal speed dials 79 phone settings transferring to another phone 76 position, wall-mount bracket 123 problems solving 117 programmable acc[...]

132 I NDEX viewing 72 V VCX 2102 Business T elephone see 2102 Bus iness T e lephone VCX 3102 Business T elephones see 3102 Bus iness T e lephone VCX 3105 Attendant Console see 3105 Atten dant Console VCX Complement Attendant Software see Complement Attendant Softwar e VCX User Interface accessing 102 logging out 116 set up select ive ringing 10 5 s[...]