3Com 3100 manual

http://www.3com.com/ Part Number 900-0338-01 Published July 2006 NBX ® Entry T elephone Guide NBX Networked T elephony Solutions System Release 6.0[...]

3Com Corpora tion 350 Campus Drive Marlbo ro ugh, MA 01752-3064 Copyright © 19 98–2006, 3Com Co rporation. All Ri ghts Reserved. N o part of th is documentation may b e repr oduced 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 Corporatio[...]

C ONTENTS A BOUT T HIS G UIDE How to Use This Guide 10 Conventions 10 Documentation 11 Comments on the Document ation 11 1 G ETTING S TARTED Setting Up Y our Passwor d and V oice Mail for the Firs t Time 13 NBX NetSet Utility 15 Starting the NBX NetSet Utility 16 Navigating the NBX NetSet Utility 17 Setting Y our Accessibility Options 17 Quick Refe[...]

4 Listening fr om Y our 3Com T elephone 27 Listening fr om Any Internal 3Com T elephone 27 Listening from an External Location 27 Managing Y our Messages 28 Information About Y our Messag es 28 Replying to a Message 29 Forwarding a Message 29 Cr eating and Sending a Message 30 Using V oice Mail Group Lists 31 Viewing System Groups 31 Cr eating Pers[...]

5 Establishing a Co nference Call 48 Disconnecting the Last Person That Yo u Called 49 Mor e About Confer ence Calls 49 Using Camp On 49 Initiating Camp On W ith Call T ransfer 50 Initiating Direct Camp On 51 Mor e About Camp On 51 Using Automatic Callback 53 Initiating Automatic Callback 53 Mor e About Automatic Callback 53 Setting the V olume 54 [...]

6 Calling Line Identity Restriction (CLIR) 73 Call Pickup 74 Directed Call Pickup on a Specific T elephone 75 Group Call Pickup 75 Automatic Call Distribution Groups , Hunt Groups, and Calling Gr oups 75 Automatic Call Dist ribution 76 Hunt Groups 78 Calling Groups 80 Group Membership 81 Supervisory Monitoring 81 Agent Role for 3Com Entry and Analo[...]

7 Using Featur e Codes 99 A T ELEPHONE I NSTALLATION AND M AINTENANCE Connecting the T elephone 103 Attaching the 3100 Support Bracket 105 Desktop Position 105 W all-Mount Position 106 Moving Y our T elephone 106 Swapping T elephones 106 Cleaning Y our T ele phone 107 T roubleshooting Pr oblems 107 I NDEX[...]

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A BOUT T HIS G UIDE This guide is inten ded for anyone usin g: ■ 3Com ® Entry T elephones It includes informat ion about using the NBX V oice Mail system and the NBX NetSet ™ administration utility for pe rsonal telephone settings. Devices documented in this guide include: ■ T elephones ■ 3Com 3100 Entry T elephone If the information in th[...]

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 def ines some commonly used wo rds and phrases in this guide. Ta b l e 1 Where to Find Information 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 list s conventions that are used throughout this guide. Documentation The documentation set fo r 3Com NBX Networked T elephony Solution s is designed to help NBX te lephone users, installe rs, and admin istrators maximize the full potenti al of the system. The NBX Resource Pac k CD contains many guides to the NBX pr oduc[...]

12 A BOUT T HIS G UIDE ■ Page number As always, please addre ss all questi ons regarding the NBX hardware and software to your 3Com NBX V oice-Aut horized Partner .[...]

1 G ETTING S TARTED As soon as you are given a telephone and extension n umber , you need t o se t u p a p a s s w ord a n d rec o rd y o ur name announcement and personal 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 Guide For how to access [...]

14 C HAPTER 1: G ETTING S T ARTED Ta b l e 4 Setting Y our NBX NetSet Utility and NBX Messaging Passwor d Feature 3Com Phones Analog Phones Password — Set Initiall y If you r system use s NBX Messagin g, follow the NBX voice prompts to set your NBX password (which is the same for the NBX NetSet uti lity 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 announcement . Y our name announcement tells callers tha t they have r eached your voice mailbox. Then follow the voice prompts to recor d your personal gr eeting. Y our personal greeting lets callers know important informa[...]

16 C HAPTER 1: G ETTING S T ARTED ■ User — As a telephone user , you log in to the NBX NetSet utility with your own system ID (your extension) and password to: ■ View and change your telephone’ s personal set tings, such as speed dials, ringer tone, accessibility opti ons, and specify where you want your calls to go wh en you cannot answer [...]

Quick Reference Guide 17 Navigating the NBX NetSet Utility Once you log in to the NBX NetSet utility , you can ea sily locate the informat ion you need to use your NBX telephone featur es. Start by clicking the category you want in th e left-hand column. T abs indicating the specific topics for this category appear at the top of the NBX NetSet wind[...]

18 C HAPTER 1: G ETTING S T ARTED[...]

2 3C OM 3100 E NTRY T ELEPHONE This chapter describes the buttons, controls, and features on the 3Com® 3100 Entry T elephone. The chap ter covers these topics: ■ T elephone Buttons and Controls ■ Hook Switch Features For how these features wo rk on an an alog teleph one that is connected to the NBX® system, see the NBX Featur e Codes Guide fo[...]

20 C HAPTER 2: 3C OM 3100 E NT RY T ELEPHONE T elephone Butto ns and Controls Figur e 1 shows the buttons and controls on the 3Com 3100 Entry T elephone. Figure 1 3Com 3100 Entry T elephone 1 Message W aiting Indicator (MWI) for V oice Mail — When lit, indicates that you have one or more new voice mail messages in your voice mailbox. Also, this i[...]

Hook Switch Features 21 6 V olume down — Lowers the volume of the ringer or the handset. See “Setting the V olume” in Chapter 4 . 7 Hook switch (under the handset) — Pr essing and releasing the hook switch gives you a dial tone. Quickly pressing and r eleasing gives you access to hook switch features. See “Hook Switch Features” below . [...]

22 C HAPTER 2: 3C OM 3100 E NT RY T ELEPHONE ■ Follow these rules for timing the press and release of the ho ok switch: ■ If you press and then release the hook switch too quickly , the system ignores the signal. ■ If you press and then hold the hook switch for too long, th e system interprets that you have hung up and returns you to dial ton[...]

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 Passw ord ■ Changing Y our Name Announceme nt and Personal Greetings ■ Listening to NBX Messages ■ Replying to a Message ■ Forwarding a Message ■ Creating and S[...]

24 C HAPTER 3: NBX M ESSAGING gr eeting -only , and phant om mailboxe s. See “Setting Up Y our Password and V oice Mail for the First T ime” in Chapter 1 for details. (Y our administrat or creates gr oup mailboxes and their passwor ds.) ■ For changes to passwords and greetings, see “Changing Y our Password” and “Changing Y our Name Anno[...]

Changing Your Name Announcement an d Personal Greetings 25 Securit y Ti p s ■ 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 passw[...]

26 C HAPTER 3: NBX M ESSAGING 3 Select a greeting. a Click Select to choose the greeting as the active greeting. b Click on the greeting identifier in the Number column to hear the greeting. c Click Delete to delete the greeting. Y ou cannot delete greeting number 1; you can re-recor d it thr ough the pho ne. d Click Apply to apply your changes or [...]

Listening to NBX Messages 27 Listening from Y our Computer T o listen to your m essages fr om your comput er , you must have a wa y of playing audio files: ■ A USB audio device such as a US B headset an d an operating system that supports USB OR ■ A sound card, an application such as Wind ows Media Player , and either head phones or sp eakers 1[...]

28 C HAPTER 3: NBX M ESSAGING ■ If you call the main telephone number of your organization 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 transferr ed to your voice mail. Press * during your personal[...]

Replying to a Message 29 Reply ing 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 ID information. If you receive a me ssage that is ma rk ed Private, you can reply to the originator , but you cannot forward the message to others. T o r eply to a message after you listen [...]

30 C HAPTER 3: NBX M ESSAGING Press * to cancel your message. 5 When you ar e r eady to forwar d the message, pr ess 1 . 6 Dial one of these destinatio n numbers plus # : ■ The internal extensio n or mailbox number of the recipient ■ A speed dial number . See “Speed Dials” in Chapter 5 . ■ A voice mail group list number . (See “Using V [...]

Using Voice Mail Group Lis ts 31 ■ A speed dial number . See “Speed Dials” in Chapter 5 . ■ A voice mail group list number . (See “Using V oice Mail Group Lists” later in this chapter .) ■ A site code pl us extensio n (to send to a user on another NBX system in your organization). Example: neee or neeee (wher e n = one or more site co[...]

32 C HAPTER 3: NBX M ESSAGING T o create a personal voice mail list thr ough the telephone: 1 Log in to your mailbox at your telephone or remotely . 2 Dial 9 for Mailbox Options . 3 Dial 3 for Group Lists , and then 2 for Create Gr oup . 4 Dial a 2-digit number , 01–99, which becomes the Group Number . 5 After the tone, speak a name fo r the grou[...]

Using Voice Mail Group Lis ts 33 4 Enter a Name for the new group. 5 Enter any VPIM exte nsio ns in the VPIMs box. 6 Select members from the Non-Members list and move them to the Members list by clicking the left arr ow . 7 Click Apply and OK to complete the list. Modifying or Deleting Personal Gr oups Y ou can review your Personal V oice Mail Grou[...]

34 C HAPTER 3: NBX M ESSAGING 6 When you have added or deleted all of the destination numbers, press: ■ 1 to save the modified gr oup list ■ 2 to cancel this modification to the group ■ ** to return to the previous menu OR hang up. T o r eview or modify a Personal V o ice Mail Group fr om the NBX NetSet utility: 1 Log in the NBX NetSet utilit[...]

Other Ways to Manage Your Voice Mail Messages 35 ■ Urgent Messages — Places the message at the beginning of the re cipient’ s message queue. Ur gent messages ar e he ard first. 1 Follow the steps in “Replying to a Message” , “Forwarding a Message” , or “Creating and Sending a Message” earlier in this ch apter . 2 In step 4 of thos[...]

36 C HAPTER 3: NBX M ESSAGING ■ If you are the administrator , you can create a greeting-only mailbox and use the personal greeting to post information for employees, such as a notice that the of fice s ar e closed because of bad weather . When you create the personal greeting, remember to tell callers that they cannot leave messages in this voic[...]

Other Kinds of Mailboxes 37 assigns to the appropriate sales peopl e the ability to list en to, forward, or otherwise handle all messages that are dir ected to the group mailbox.[...]

38 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 ■ Dialing a Call ■ Forwarding Incoming Calls ■ Putting a Call on Hold ■ T ransferr ing a Call ■ Direct Mail T ransfer ■ Establishing a Confe rence Call ■ Using Camp On ■ Using Automatic Callback ?[...]

40 C HAPTER 4: S TANDARD F EATURE S to specify wher e you want the call to go, see “Forward ing Incoming Calls” later in this chapter . Dialing a Call This section describes standard di aling features. For information on dialing from an analog telephone, see the NBX Feature Codes Guide in the NBX NetSet utility . An Inte rna l Call T o dial an [...]

Forwarding Incoming Call s 41 Call Coverag e Points Y our call coverage poin ts are the destinations you forwar d your calls to when you do not answer . They can be telephone extensions or exter nal telephone numbers, your voice mail box, or an automated attendant. Condition to Forwar d Calls Y ou can choose when to forward calls: ■ Default — F[...]

42 C HAPTER 4: S TANDARD F EATURE S FWD MAIL, Forward to Mail, Forwar d Al l Calls to V oice Mail, and Forward All Calls to VM. When Forward to Mail is in ef fect, your telephone rings once before forwar ding the call to your default call coverage point. On a 3C om Entr y T elep hone: 1 Pick up the handset. 2 Press Featur e + 440 . 3 T o turn off F[...]

Forwarding Incoming Call s 43 Call Forward Busy T o set Call Forwar d Busy: 1 Pick up the handset, and pr ess Feature + 467 . 2 Dial the number that you want to forward calls to and press . 3 T o turn off Call Forward Busy , pick up the handset and press Featur e + 467 again. Call Forward All T o set Call Forward All: 1 Pick up the handset, and pr [...]

44 C HAPTER 4: S TANDARD F EATURE S 3 Select the call coverage point: ■ If you select Forward to voicemail box , the caller can leave a message. ■ If you select Forward to phone number , enter that extensio n or external phone number in the box. The number that you choose may be limit ed by your call permissions. T o view your permissions, go t[...]

Forwarding Incoming Call s 45 Override T o set the call forwar d override: 1 Log in to the NBX NetSet utility and go to Call Forward > Call Forward Override . 2 Select your call forward conditions: ■ If you select Call Forward All , calls will not ring at all on your extension and will be immediately forwarded to the extension or extern al pho[...]

46 C HAPTER 4: S TANDARD F EATURE S ■ If Call Forward No Answer is enabled and Call Forward All and Do Not Disturb ar e not enabled, all calls r e ceived when this extension is not busy are forwar ded to the Call Forward No Answer destination after the specified number of rings. All other feature settings ar e ignor ed. ■ If Forward to Mail is [...]

Direct Mail Transfer 47 Announced (Screened) T ransfer Before you complete a transfer , yo u can announce to the recipient that you are transferring a call. The recipient can then decide whether to take the call. T o announce a transfer: 1 While on a call, press and r elease the hook switch. The syst em places the caller on hold and selects a new l[...]

48 C HAPTER 4: S TANDARD F EATURE S Establishing a Conferenc e Call Depending on the type of telephone you have, you can establish a Conference Call with up to four part ies, including yourself. Y ou must be using a telephone on the NBX system to establish th e call. The othe r one to three parties can be any combinatio n of inte rnal and external [...]

Using Camp On 49 Disconnecting the Last Person That Yo u Called Use the Conference D rop fea tur e to discon nect the last person th at 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 call er to the conference call ca n drop that caller . [...]

50 C HAPTER 4: S TANDARD F EATURE S Example 1: Camp On With Call T ransfer The user at extension 1001 calls the user at extension 1002, who then transfers the call to extension 1003. B ut the user at extension 1003 is on another call. (The display panel of the extension 1002 telephone shows “On Another Call.”) So the u ser at extension 1002 ini[...]

Using Camp On 51 When the party on the destination extension becomes available, the camped on call rings on the destination exten sion. Or , if the destination party remains unavailable and the Camp On Return Interval expires, the call is r eturned to you. See “More About Camp On” later in this chapter . ■ If the Camp On attempt is n ot perm [...]

52 C HAPTER 4: S TANDARD F EATURE S ■ Y ou can initiate a Camp On call only to an inter nal NBX extension. However , the originating call can originate from either an exter nal or internal number . ■ An extension can only have one Camped On call in its queue. If another Camp On attempt is made to th is extension, a Fast Busy tone (indicating Ca[...]

Using Automatic Callback 53 Using Automatic Callback Automatic Callback allows you to request a call back ring fr om a destination extension that is in use or un answered. The NBX system attempts to connect you when the ca lled party at that extensio n becomes available. On an NBX telephone, the A utomatic Callback fe ature i s helpful when: ■ Th[...]

54 C HAPTER 4: S TANDARD F EATURE S for a call back. The range for this timer is 1 minute to 24 hours with the default being 12 hours . If the Callback is no t r eceived within this time, the system cancels the Callback. ■ An extension can have up to five Automatic Callback requests assigned to it. Return call backs are generated in the or der th[...]

Setting the Volume 55 ringing, until the volume is at the leve l that you prefer . T o r ead how ringer volume is diff er ent fr om ri nger tone, see “Ringer T ones” in Chapter 5 . ■ Handset V olume — T o raise or lower the volume of the dial tone or the sound that yo u hear when you are using the hands et, pick up the handset and then pres[...]

56 C HAPTER 4: S TANDARD F EATURE S[...]

5 P ERSONALIZING Y OUR T ELEPHONE Y our Networked T elephony System has many featu res 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 of Se[...]

58 C HAPTER 5: P ERSONALIZING Y OUR T ELEPHONE ■ Because your extension and perso nal settings are associ ated with your telephone, you cannot swit ch your telephone with another user’ s telephone without fir st having your administrator reassoci ate your profile with the other telephone. Ringer T ones To help you to d istinguish t he ring tone[...]

Speed Dials 59 T o assign or change a personal speed dial number: 1 Log in to the NBX NetSet utility and go to Directory > Personal Speed Dial . 2 In the Person al Speed Dial page, select an una ssigned speed dial ID number , or select the speed dial ID number for which you want to change the speed dial number . 3 In the Speed Dial Number text b[...]

60 C HAPTER 5: P ERSONALIZING Y OUR T ELEPHONE Printing Speed Dial Lists Y ou may find it useful to have a paper list of personal or system s peed dials. T o print a list of speed d ials: 1 Log in to the NBX NetSet utility and go to Directory > Personal Sp eed Dial or System-wide Speed Dial . 2 Click 3 A list appears with all of the person al or[...]

Off-Site Notification 61 5 In the Number/Addr ess field: ■ If you selected Pager for Method in step 4 : ■ Enter a pager number . Do not use par entheses, hyphens, or spaces. Ask your administra tor if you need to include the area code and any other digits that your system needs to dial an outside number , such as 9, 8, 1, or 0. After you receiv[...]

62 C HAPTER 5: P ERSONALIZING Y OUR T ELEPHONE 6 From the Interval drop-down list box, select the n umber of minutes that you want the system to wait after each attempt before it moves to the next attempt. The “best” time inter val depends on the Attempt method that you choose. For instance, allow sufficient time after a Pager notification for [...]

Off-Site Notification 63 ■ 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 eac h voice messag e. ■ Each e-mail notice contains informatio n about the voice message (like time of receipt and the number that cal[...]

64 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), yo u start the off-site notification cycle again. Y ou will be notified abou t the next message that comes into your voice mailbox. Managing [...]

Preventing Unauthorized Use of Your Telephone 65 ■ Y ou can use the telephone to dial internal and exter nal pages. ■ If your telephone is part of a ca ll pickup group, no other telephone in the pickup group can r etrieve a call that comes dir ectly in to your telephone. The incoming call goes immediately to the call coverage point (voice mail,[...]

66 C HAPTER 5: P ERSONALIZING Y OUR T ELEPHONE Additional Notes ■ When T elephone Locking is activated, a person using your telephone can dial only toll-free calls, calls to emergency services (such as 911 in the United Stat es), or calls to telephone number s that have been pr ogram med in your sy stem as “ internal” calls. ■ Even when T e[...]

Using a Headset 67 If your syste m uses a messa ging ap plication o ther than NBX Messaging , use the documentation for your messaging application instead of these instructions. T o activate the one-call-only Class of Service Override fr om a 3Com T elephone: 1 Pick up the handset. 2 Press Featur e + 433 . 3 Dial your telephone extension and press [...]

68 C HAPTER 5: P ERSONALIZING Y OUR T ELEPHONE T o pr epar e a headset so that you can choose either the handset or the headset for each call: 1 Insert the cord for the headset amplifie r into the handset cor d r eceptac le on the underside of the telephone. 2 Insert both the headset cord and the handset cord into the headset amplifier . 3 For head[...]

Using a Headset 69 buttons on the amplifi er to Of f and hang up the handset on your telephone. When you ar e r eady to r eceive calls agai n, set up the headset for receivi ng calls: 1 Pick up the handset on your tele phone and set it on your desk. 2 Put on the headset. On the amplifier , set the headset button to On .[...]

70 C HAPTER 5: P ERSONALIZING Y OUR T ELEPHONE[...]

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 Gr oups, and Calling Groups ■ Supervisory Monitoring ■ WhisperPage ■ Call Park ■ Paging ■ Configurable Oper[...]

72 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Listening to Y our Messages in Y our E-mail Y ou can listen to your vo ice mail fr om any computer that allows you to access your e-mail. Y our e-mail soft ware application must be IMAP-4 compliant, such as Microsoft Outlook. See your administrator for assistance with this feature. If you [...]

Caller ID 73 ■ On a 3Com Entry T elephone or anal og telephone, if the account code is incorrect you may have to dial the phone number , dial the correct account c ode, and pr ess again. T o enter an account code at any time befor e or during an incoming or outgoing call: 1 Press Featur e + 888 . 2 Dial the account code that has been assigned by [...]

74 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM CLIR for All External Calls T o enable CLIR-All for all calls from your telephone: 1 Pick up the handset, and press Featur e + 889 . The Confirmation T one plays. 2 Dial the number that you want to call. The NBX system does not send caller ID information on this call or any future calls un[...]

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 75 T o view the list of Call Pickup gr oups of which you ar e a member: 1 Log in to the NBX NetSet Utility and go to System Gro up Settings > Call Pickup . 2 Click the group name that you want to view from the Call Pickup Gr oup list to view the members of that group. Dir ected [...]

76 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Automatic Call Distribution Automatic Call Distribution (ACD) distributes calls to agents and queues the calls that have not been answered befor e a pr edetermined time expires. The ACD also manages pr er ecor ded announcements to callers, manages individual ACD agents and groups of agents[...]

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 77 Viewing ACD User Status Using the NBX NetSet Utility , go to Group Membership > ACD Gr oups to see each ACD group that you ar e a member of. Click each column heading to arrange the infor mation in ascending or descending order . ■ Extension — Shows the extension numb er [...]

78 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM ■ Last Name — Shows the last name of each agent ■ Rank — Shows the order in which calls ar e r outed to agents in the group ■ Status — Shows whether each agen t is curr ently logg ed in or out of the ACD gr oup ■ State — Shows which agents’ extensions have been locked in [...]

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 79 Figure 2 Sample Hunt Gr oup Configuration Hunt groups can be static or dynamic: ■ If you are in a static hunt gr oup, 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 g roup to be part of it. T[...]

80 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM 3 Dial the hunt group passwor d. 4 Hang up the telephone. T o log in to a dynamic hunt gr oup using the NBX NetSet utility: 1 Go to Gr oup Memberships > Hun t Gr oups . 2 Select the hunt group to which you want to log in. 3 Click Login . If you log in to a dynamic hunt group and do not [...]

Supervisory Monitoring 81 Figur e 3 shows the path of a call coming in to a calling gr oup. Figure 3 Sample Calling Gr oup Configuration Group Membership T o view the list of users that belong to a calling gr oup: 1 Go to Gro up Membership > Hunt Gr oups . 2 Click the group to display the list of users that belong to that group . Supervisory Mon[...]

82 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM ■ 3-party Conference calls (The moni toring party counts as one of the parties in an NBX confer ence, which supports up to four parties.) The supervisor must provide a passw or d to access the agent’ s extension during these calls. Y our organi zation may be legally requ ired to add an[...]

Supervisory Monitoring 83 monitoring domain that has the agent (user) listed. The supervisor must use a 3Com T elephone with a displa y panel an d appropriate soft buttons; not a 3Com Entry T elephone, 3Com Cordless T elepho ne, or an analog telephone. Customers — are people who make an incoming call to an agent (supervisory monitoring do main me[...]

84 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM In the case of an incoming call, Call Privacy cannot be activated while the session is alerting. In this case, you must answer the incoming call before activating Call Privacy . T o deactivate (toggle off) Call Privacy: While Call Privacy is on, pr ess Featur e + 428 again. ■ A confirmat[...]

WhisperPage 85 ■ Users (speakers) who can initiate a WhisperPage session with you The NBX NetSet ad ministrator can enable or disa ble the al ert tone and specify the Decline Time, which ranges from 0 to 9.9 seconds. Fo r additional tips and consideratio ns on using Whispe rPage, see “More About WhisperPage” later in this chapter . Starting a[...]

86 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM For additional tips and considerations on u sing WhisperPage, see your system administrator . Call Pa rk Use Call Park to place 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 fe atur e, the ex[...]

Paging 87 T o notify another user about the parked call: ■ From a 3Com 3100 Entry T elephone, press and r elease the hook switch. When you h ear the dial tone , dial the user ’ s extension, or use the paging feature. See “Pag ing” next for details. To r e t r i e v e a p a r k ed call: 1 Pick up the handset of any telephone on the system. 2[...]

88 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Paging the System When you page the system, you broadcast a message to all internal extensions with spea kers, to a Pub lic Address (P A) system, or to both simultaneously . Paging co des, as described in Ta b l e 6 , have default valu es for each destination. T o page, perform the followi[...]

Configurable Operato rs 89 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, perf orm the fo llowing ste ps using 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. 3Co[...]

90 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Configuring the Operator s 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-exter nal permissions in order[...]

Using Message Waiting Indicator to Telephone 91 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 no t ri[...]

92 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Y ou can cancel an MWI message only from the same extension from which you sent the MWI message. T o cancel an MWI message: 1 Pick up the handset and press Featur e + 413. The Feature Entry T one plays. 2 Dial the exte nsion to which yo u sent the MWI message that you want to cancel and pr[...]

Dialing a Call to a Remote Office 93 Figure 4 Using Unique Extensions to Dial Remote Of fices Using Site C odes If some users have overla pping telephone extensions, your administr ator can configure your telephone system to use site codes for you to dial people at r emote of fices. Y our admi nistrator chooses the site codes for your system. In th[...]

94 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Figure 5 Using Site Codes to Dial Remote Of fices Using Puls e Dialing In some locations, analog telephone users must dial telephone calls using pulse dialing instead of tone dialing (also called Dual T o ne Multi Frequency , or DTMF , dialing). Y our administrator must configure the Analo[...]

Additional Ap plications 95 ■ In some situations, you must switch to DTMF dialing during a call. For example, if your call is answer ed by an automated attendant that requir es that you enter informati on from your telephone keypad, you must typically enter the information using DTMF dialing. T o change fr om pulse dialing to DTMF during a call: [...]

96 C HAPTER 6: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM[...]

7 F EATUR E C ODES This chapter describes how to us e feature codes with the 3Com® T elephones. It covers these topics: ■ NBX T o nes ■ Feature Codes with 3Com T elephon es ■ Using Feature Codes For help on accessing NBX® features from an analog or a third-part y , SIP-based IP telephone, see the app licable NBX Fea ture Codes Guide in the [...]

98 C HAPTER 7: F EATURE C ODES ■ Error T one — Y ou hear the “fast busy” tone, also called the “congestion” ton e, when no circuits are available. In addition, you 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 co[...]

Using Feature Codes 99 for the entir e system, some of these featur es m ay not be available to you. 3Com Entry T elephone Some of the features that are listed in Ta b l e 7 are available by using Hook Flash on a 3Com Entry T elephone like Hold , T ransfer , and Confer ence. See “Hook Switch Features” in Chapter 2 . For all other NBX featur es,[...]

100 C HAPTER 7: F EATURE C ODES Caller ID Restriction (CLIR — All) — On/Off F + 889 “Caller ID” in Chapter 6 Caller ID Restriction — for Next Externa l Call Only F + 890 “Caller ID” in Chapter 6 Camp On — Direct F + 468 + destination extension “Initiating Direct Camp On” in Chapter 4 Class of Servi ce Override F + 433 + your own[...]

Using Feature Codes 101 Pulse to T one Make or receive a call + F + 891 “Using Pulse Dialing” in Chapter 6 Redial F + 401 “Dialing a Call” in Chapter 4 Release F + 111 “Using a Headset” in Chapter 5 Speed Dial — Personal List F + personal speed dial number “Personal Spee d Dials” in Chapter 5 Speed Dial — System-Wide List F + sy[...]

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

A T ELEPHONE I NSTALLATION AND M AINTENANCE This chapter covers these topics: ■ Connecting the T elephone ■ Attaching the 3100 Support Bracket ■ Moving Y o ur T elephone ■ Swappi ng T elephones ■ Cleaning Y our T elephone ■ T roubleshooting Problems Con necting the T elephone Although the connector layout var i es between telephones, al[...]

104 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE Figure 6 Underside of the 3C om 3102 Business T elephone CAUTION: The NBX system operates over the LAN, not through traditional telephone wiring. Y our telephone conn ects to the NBX system through an RJ-45 LAN conn ector instead of an RJ-11 telephone connector . Y our telephone will not wo[...]

Attaching the 3100 Support Bracket 105 Attaching the 3100 Support Bracket The 3100 support bracket is common to the following devices: ■ 3Com 3100 Entry T elephone The 3100 support bracket can be atta ched in desktop or wall mount positions. T abs on the unders ide of the telephone slip into slots on the bracket, and the opposite mounting poi nts[...]

106 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE W all-Mount Position T o mount the telephone on a wall, reverse the bracket on the telephone. Figur e 8 shows how to install the support bracket on an 3Com 3100 Entry T elephone in the wall- mount po sition. Safe wall mounting requir es 3/4-inch drywall and 1.5-inch drywall screws. Figure 8[...]

Cleaning Your Telephone 107 Cleaning Y our T elephone Always unplug your telephone from the power source and fr om the network before you clean it. Use a soft cloth dampened with mild detergent. WAR N I NG : Failure to unplug the telephone before you clean it could result in electrical shock. T roubleshooting Pro blems Ta b l e 8 lists possible pro[...]

108 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE When I dial 9 or 8 to access an outside line, an error tone plays. No outside lines are available. Try again in a few minutes. After I call another user in my organization, I hear a tone but no ringing. The other user may have the Hands Free Active on Inter com feature enabled. Be gin speak[...]

I NDEX A accessibility options 17 account codes (featur e code) 99 account codes and b illing codes 72 ACD 75 and the Do Not Disturb featur e 65 ACD, hunt, calling grou ps (featur e code) 99 administrator , definition 10 agent (supervisory monitoring) 82 all calls, forwarding 41 analog telephones on an NBX system 13 announcements, broadcasting 87, [...]

110 I NDEX introduction 49 Class of Service (CoS) override 66 cleaning telephones 107 CLIR 73 codes account and billing 72 feature codes 97 NBX Feature Codes Guide 9 conference calls add (feature code) 100 adding parties 48 drop (featur e code) 100 dropping last party 49 introduction 48 configurable operators 89 confirmation tone 97 connecting a he[...]

G 111 Forward Calls to Ma il 42 flash (feature code) 100 forgot my password 24, 26 Forward to V oice Mail 41 forwarding calls all calls 41 all, to voice mail (featur e code) 100 directly to another user’ s mailbox 47 no answer 41 to your call coverage po int 40 to your voice mailbox 40 to your voice mailbox from an Entry T elephone 42 unansw er e[...]

112 I NDEX sending 91 message waiting indicators 3100 Entry T el ephones 20, 26 messages creating and sending 30 forwarding 29 listening, from a r emote location 27 listening, from telephone 27 listening, NBX NetSet utility 26 maximum length 24 private 34 replying to 29 sending 30 urgent 35 Messaging , NBX 23 monitoring, supervisory 81 moving telep[...]

S 113 release, feat ure code 101 releasing calls with headset 67 relocating telephones 106 remote notif ication 60 remote of fices, calling 92 replying to voice m ail messages 29 ring no answer (c all forwarding) 41 ringer tone, choosing 58 volume 54 ringing Do Not Disturb 64 RJ-11 jack caution, avoid ing use with 3Com T elephones 104 RJ-45 jack ca[...]

114 I NDEX W wall-mount bracket 106 whisperpage 84 (feature code) 101 access privileges 84 wrap-up ti me 78 Z zone paging 87[...]