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C

HAPTER

4: S

TANDARD

F

EATURES

■

If Call Forward No Answer is enabled and Call Forward All and Do Not
Disturb are not enabled, all calls received when this extension is not
busy are forwarded to the Call Forward No Answer destination after
the specified number of rings. All other feature settings are ignored.

■

If Forward to Mail is enabled and Call Forward All, Do Not Disturb, Call
Forward No Answer, and Call Forward Busy are not enabled, all calls
received when this extension is not busy are forwarded to the Call
Forward Default destination after one ring.

■

If no call forwarding settings are enabled, all calls received this
extension is busy are immediately forwarded to the Call Forward
Default destination. If this extension is not busy, all calls are forwarded
to the Call Forward Default destination after the number of rings
specified in the Call Forward Default page of the NBX NetSet utility.

Putting a Call
on Hold

You can put a call on hold for any reason.

On a 3Com 3100 Entry Telephone:

1

Press and release the hook switch.

2

To return to the call, press and release the hook switch again.

Dialing Another Call

You can place a call on hold to dial a new call,

On a 3Com 3100 Entry Telephone:

1

Press and release the hook switch.

2

When you hear the dial tone, dial the second call.

If you hang up without returning to the call on hold, your telephone rings
to reconnect you to the call on hold.

Transferring a Call

When you answer an incoming telephone call, the Transfer feature allows
you to send that call from your telephone to any other internal line or, if
your call permissions allow, to an outside line. To view your permissions,
log in to the NBX NetSet utility and go to

My Calling Privileges > Call

Permissions

. Your administrator can change your call permissions.

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Summary of Contents for 3100

Page 1: ...http www 3com com Part Number 900 0338 01 Published July 2006 NBX Entry Telephone Guide NBX Networked Telephony Solutions System Release 6 0 ...

Page 2: ...ICENSE TXT or LICENSE TXT If you are unable to locate a copy please contact 3Com and a copy will be provided to you UNITED STATES GOVERNMENT LEGENDS If you are a United States government agency then this documentation and the software described herein are provided to you subject to the following United States Government Legend All technical data and computer software is commercial in nature and de...

Page 3: ...etSet Utility 17 Setting Your Accessibility Options 17 Quick Reference Guide 17 2 3COM 3100 ENTRY TELEPHONE Telephone Buttons and Controls 20 Hook Switch Features 21 Hold a Call 21 Transfer a Call 21 Conference Calls 21 3 NBX MESSAGING NBX Messaging Components 23 Important Considerations 23 Changing Your Password 24 Security Tips 25 Changing Your Name Announcement and Personal Greetings 25 Listeni...

Page 4: ...te or Urgent 34 Other Ways to Manage Your Voice Mail Messages 35 Other Kinds of Mailboxes 35 Greeting Only Mailbox 35 Phantom Mailbox 36 Group Mailbox 36 4 STANDARD FEATURES Answering a Call 39 Dialing a Call 40 An Internal Call 40 An External Call 40 Redialing a Call 40 Forwarding Incoming Calls 40 Call Coverage Points 41 Condition to Forward Calls 41 Setting Call Forward from the Telephone 41 Se...

Page 5: ...NBX Telephones 57 Ringer Tones 58 Speed Dials 58 Personal Speed Dials 58 System wide Speed Dials 59 Printing Speed Dial Lists 60 Off Site Notification 60 Managing Off site Notification Using the Telephone 64 Do Not Disturb 64 Preventing Unauthorized Use of Your Telephone 65 Telephone Locking 65 Call Permissions 66 Class of Service Override 66 Using a Headset 67 General Headset Instructions 67 Retu...

Page 6: ...Call Privacy 83 WhisperPage 84 Starting a WhisperPage Session 85 More About WhisperPage 85 Call Park 86 Paging 87 Paging the System 88 Paging Zones 88 Configurable Operators 89 How Configurable Operators Work 89 Configuring the Operators 90 Using Message Waiting Indicator to Telephone 91 Sending an MWI Message 91 Retrieving an MWI Message 91 Cancelling an MWI Message 91 Dialing a Call to a Remote ...

Page 7: ...TION AND MAINTENANCE Connecting the Telephone 103 Attaching the 3100 Support Bracket 105 Desktop Position 105 Wall Mount Position 106 Moving Your Telephone 106 Swapping Telephones 106 Cleaning Your Telephone 107 Troubleshooting Problems 107 INDEX ...

Page 8: ...8 ...

Page 9: ... guide include Telephones 3Com 3100 Entry Telephone If the information in the release notes readme pdf on the NBX Resource Pack CD differs from the information in this guide follow the instructions in the release notes Analog telephones connected through the Analog Terminal Card or the Analog Terminal Adapter can use most of the features described in this book See the NBX Feature Codes Guide for A...

Page 10: ...r 6 Feature codes Chapter 7 Telephone maintenance and troubleshooting information Appendix A References to all topics in this book Index Table 2 Common Terms Term Definition Auto Attendant The set of voice prompts that answers incoming calls and describes actions that a caller or user can take to access individual services Administrator The person who is responsible for maintaining your 3Com Netwo...

Page 11: ... searchable Help system with Help buttons on each page An administrator who logs in can also see the NBX Installation Guide and the NBX Administrator s Guide Comments on the Documentation Your 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_...

Page 12: ...12 ABOUT THIS GUIDE Page number As always please address all questions regarding the NBX hardware and software to your 3Com NBX Voice Authorized Partner ...

Page 13: ...Set utility password and access NBX features from a third party SIP based IP telephone see the NBX Feature Codes Guide for SIP Telephones Setting Up Your Password and Voice Mail for the First Time The procedure by which you set up your password and voice mailbox for the first time depends on The kind of telephone that you have The kind of voice messaging system on your NBX system Ask your administ...

Page 14: ...w password Feature Entry Tone repeat your new password Confirmation Tone Password Change If your system uses NBX Messaging follow the NBX voice prompts to change your NBX password which changes your NBX NetSet utility password because they are the same OR use the NBX NetSet utility described next If your system uses a voice messaging application other than NBX Messaging1 use this code sequence to ...

Page 15: ...elephone on the NBX system refer to the NBX Feature Codes Guide for SIP Telephones for how to set and change the NBX NetSet utility password Table 4 Setting Your NBX NetSet Utility and NBX Messaging Password continued Feature 3Com Phones Analog Phones Password Set Initially If your system uses NBX Messaging follow the NBX voice prompts to set your NBX password which is the same for the NBX NetSet ...

Page 16: ...ication other than NBX Messaging off site notification and other voice messaging features are available through your messaging application See the application s documentation rather than using this Guide Starting the NBX NetSet Utility To use the NBX NetSet utility you need a computer that is connected to your local area network LAN and that has a web browser You do not need Internet access To sta...

Page 17: ...ing an item Setting Your Accessibility Options To change your NBX telephone s settings for accessibility and to choose the format for your NBX NetSet utility online Help log in to the NBX NetSet utility and go to Accessibility Accessibility Options After selecting your preferences click Apply to save your changes Quick Reference Guide To open and print a copy of the Quick Reference Guide for the m...

Page 18: ...18 CHAPTER 1 GETTING STARTED ...

Page 19: ...ne The chapter covers these topics Telephone Buttons and Controls Hook Switch Features For how these features work on an analog telephone that is connected to the NBX system see the NBX Feature Codes Guide for Analog Telephones which you can access by going to Resources Features Codes Guide in the NBX NetSet utility ...

Page 20: ...ice mail messages in your voice mailbox Also this indicator flashes when your telephone rings 2 Telephone key pad 3 Feature button Allows you to access a large number of telephone features See Feature Codes with 3Com Telephones in Chapter 7 4 Volume up Raises the volume of the ringer or the handset See Setting the Volume in Chapter 4 5 Message button Accesses your voice mail messages through the N...

Page 21: ...k switch again to return to the call See Putting a Call on Hold in Chapter 4 If you hang up without returning to the call on hold your telephone rings to reconnect you to the call on hold Transfer a Call Press and release the hook switch to put your current call on hold You hear the dial tone Dial the number to which you want to transfer the call When you hang up the transfer completes See Transfe...

Page 22: ...e system ignores the signal If you press and then hold the hook switch for too long the system interprets that you have hung up and returns you to dial tone Therefore press and hold the hook switch for approximately one half second before you release it and move to the next step in the feature code sequence Your administrator can set the length of time that you hold it ...

Page 23: ...omponents A key component of the NBX Networked Telephony Solutions is the NBX Messaging system which includes voice mail off site notification and several administrative features Voice mail allows callers to leave voice messages in your voice mailbox when you are not able to answer your telephone You can listen to save and forward those messages from any touch tone telephone If your system uses a ...

Page 24: ...messages using option buttons if you are configuring passwords and greetings However you cannot bypass voice mail messages in this manner Changing Your Password You use the same 4 digit to 10 digit password to log in to the NBX NetSet utility and to access your NBX voice mail You can change this password with your telephone using the NBX voice prompts or a feature code or through the NBX NetSet ut...

Page 25: ... use from the telephone You can also review delete or choose which to make active with the NBX NetSet utility If appropriate you may also want to change the greeting for an extension that is a greeting only mailbox so that callers do not attempt to leave messages See Greeting Only Mailbox later in this chapter To change your name announcement or personal greetings 1 Log in to your mailbox at your ...

Page 26: ...ages you can save or delete them to clear them from the New Messages queue For how to set up your NBX NetSet utility password the first time see Table 4 and NBX NetSet Utility in Chapter 1 If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions Message Indicators Here is how you can tell if you have mes...

Page 27: ...to your messages from your own 3Com Telephone 1 Pick up the handset and press the Message button to access the mailbox 2 At the prompt dial your password and press 3 See Managing Your Messages for the buttons that you use to manage your messages Listening from Any Internal 3Com Telephone To listen to your messages from any 3Com Telephone other than your own within your NBX system 1 Pick up the han...

Page 28: ...e it Press 4 to reply to the message See Replying to a Message later in this chapter Press 5 to forward the message See Forwarding a Message later in this chapter Press 6 to listen to date time and sender information about the message See Information About Your Messages next Press 7 to back up 3 5 seconds in the current message Press 8 to pause the current message for up to 20 seconds Press 9 to m...

Page 29: ...Press 3 to listen to your reply Press 9 to Mark the message Private or Urgent See Marking a Message as Private or Urgent later in this chapter Press to cancel your message Forwarding a Message You can forward most messages with or without comments If you receive a message that is marked Private you cannot forward it To forward a message 1 Log in to your voice mailbox at your telephone or remotely ...

Page 30: ...llowed by 8 After the last destination number and its press again to send your message 9 Follow the prompts to delete or save the message you just forwarded Creating and Sending a Message To create and send a message directly without actually making a call follow these steps 1 Log in to your mailbox at your telephone or remotely 2 Dial 2 to select Create and Send a Message 3 At the tone record a m...

Page 31: ... Use it to send a message to everyone on the list at the same time A Voice Mail Group is not the same as an ACD Group Hunt Group or Calling Group See Automatic Call Distribution Groups Hunt Groups and Calling Groups in Chapter 6 Viewing System Groups System Voice Mail Groups can be set up by your administrator You can send a message to everyone in a System Voice Mail Group by using plus the two di...

Page 32: ...ther personal or system group list number A Voice Profile for Internet Mail VPIM extension A site code plus extension to send to a user on another NBX system in your organization Example neee or neeee where n one or more site code digits and e the extension digits on the other system For valid site codes in your organization see your administrator 8 When you have added all of the destination numbe...

Page 33: ...ress 1 to review your list of groups Press 3 to delete a group Press 4 to add or delete group members See step 5 Press to return to the main menu 5 To add members to a group or delete members from one press 4 a To add one or more members to the group dial one of these destination numbers plus The internal extension or mailbox number of the recipient A speed dial number See Speed Dials in Chapter 5...

Page 34: ...mbers from the Non Members list and move them to the Members list by clicking the left arrow OR select members from the Members list and move them to the Non Members list by clicking the right arrow 7 Click Apply and OK to complete your changes To delete a Personal Voice Mail Group from the NBX NetSet utility 1 Log in to the NBX NetSet utility and go to NBX Voice Mail Settings Personal Group List ...

Page 35: ...r the administrator for phantom or group mailboxes to set up mailboxes for special situations as described in this section Greeting Only Mailbox When you designate your mailbox as a greeting only mailbox callers hear your personal greeting but they cannot leave a voice mail message To change your voice mailbox to a greeting only mailbox log in to the NBX NetSet utility and go to NBX Voice Mail Set...

Page 36: ...ales representative who travels constantly for your organization and never comes into the office you still need a way to receive telephone messages Using your phantom mailbox you can retrieve forward and save messages in the same way that any other employee can but without a physical telephone connected to your NBX system If you are an employee who lives a long distance from your office and works ...

Page 37: ...Other Kinds of Mailboxes 37 assigns to the appropriate sales people the ability to listen to forward or otherwise handle all messages that are directed to the group mailbox ...

Page 38: ...38 CHAPTER 3 NBX MESSAGING ...

Page 39: ...based IP Telephone see the applicable NBX Feature Codes Guide in the NBX NetSet utility If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of the instructions in this chapter Answering a Call To answer an incoming call pick up the handset An unanswered call on any telephone on the NBX system is forwarded to the call cov...

Page 40: ... 8 or whatever to access an external line 2 Dial the number 3 When you finish speaking hang up the handset Redialing a Call On a 3Com Entry Telephone Pick up the handset and then press Feature 401 to dial the most recent number that you dialed Forwarding Incoming Calls You can choose when and where to forward unanswered incoming calls Unanswered calls that come in directly to your extension go to ...

Page 41: ... when for example you plan to be away from your phone for an extended period of time Setting Call Forward from the Telephone You can set call forwarding from your telephone You choose the condition for call forwarding default no answer busy or all and the destination When you specify an external telephone number as the destination start by entering a 9 or 8 or whatever is required to access an out...

Page 42: ...ide this Forward to Mail setting if they are in effect If you turn off Forward to Mail and no other call forward options are in effect unanswered calls still go to your default call coverage point but after the number of rings specified in the NBX NetSet utility Call Forward Call Forward page To view your current Forward to Mail setting log in to NBX NetSet utility and go to My Calling Privileges ...

Page 43: ... for call forwarding No Answer Busy or All and a destination For telephone numbers do not use parentheses hyphens or spaces When you specify an external telephone number start by entering a 9 or 8 or whatever is required to access an outside line Example 912815551212 dials 281 555 1212 You can enter a if a pause is required between an access code and a destination number Default The Call Forward p...

Page 44: ... User Voicemail Your voicemail box Default Menu The default automated attendant usually extension 500 VoiceMail AA The default system voicemail usually extension 501 If you leave the box unchecked calls that are unanswered at the number you forward them to are passed on to the destination specified for that number This setting can result in having your calls forwarded to another person s voicemail...

Page 45: ...mber you specify in the box If you select No action call forwarding follows the specifications of the Call Forward page 3 Click Apply to enter your changes Call Forward Precedence Five features can interact to affect call forwarding Forward to Mail Call Forward No Answer Call Forward Busy Call Forward All and Do Not Disturb If they are enabled at the same time the NBX system determines precedence ...

Page 46: ...Default destination after the number of rings specified in the Call Forward Default page of the NBX NetSet utility Putting a Call on Hold You can put a call on hold for any reason On a 3Com 3100 Entry Telephone 1 Press and release the hook switch 2 To return to the call press and release the hook switch again Dialing Another Call You can place a call on hold to dial a new call On a 3Com 3100 Entry...

Page 47: ... original call Blind Transfer In a blind transfer you transfer the call without notifying the recipient 1 While on a call press and release the hook switch The system places the caller on hold and selects a new line 2 Dial the number to which you want to transfer the call 3 As soon as you hear a full ring hang up If you hang up too soon after you dial the number the transfer may not occur Direct M...

Page 48: ...s are now on the call 2 While on the call press and release the hook switch or press Feature 430 The system places the first party on hold and selects a new line 3 Dial a call to an internal or external third party For an announced conference wait for the third party to answer the call and then press and release the hook switch or Feature 430 again Until you press and release the hook switch or Fe...

Page 49: ...ase the hook switch Dial the number to which you want to transfer the call announce to the recipient optionally that you are transferring a conference call and then hang up All of the conferenced parties are transferred except yourself Your ability to drop the last person that you added to the conference is transferred to the person who accepts the transfer Using Camp On Camp On allows you to queu...

Page 50: ... calls the user at extension 1004 who determines that extension 1005 is busy and cannot take the call meaning all of its system access lines are in use So instead of transferring and dropping the call to the call coverage for extension 1005 extension 1004 initiates the Camp On call and then hangs up The user at extension 1001 remains on hold while the user at extension 1005 hears a tone that indic...

Page 51: ...ng tone When the party on the destination extension becomes available the camped on call rings on the destination extension Or if the destination party remains unavailable and the Camp On Return Interval expires the call is returned to you See More About Camp On in this chapter If the Camp On attempt is not permitted you will hear a Fast Busy tone See More About Camp On in this chapter More About ...

Page 52: ...ally dialing the Camp On destination extension If Call Forward All or Do Not Disturb is enabled on the Camp On destination extension a Fast Busy tone indicating Camp On not allowed is received at the telephone attempting to initiate the Camp On The condition of the destination extension at the time you initiate Camp On determines the following If the Destination Extension is Available Instead of q...

Page 53: ...an extension that is in use or unanswered On a 3Com Entry Telephone 1 While on a call to an extension that is in use or unanswered press and Feature 469 2 Disconnect from the call If the Automatic Callback attempt is successful you will hear a confirmation tone When the party on the destination extension becomes available you receive a call back ring When you answer this call back the destination ...

Page 54: ... to An external number An ACD extension A Hunt Group extension A TAPI RoutePoint extension A Call Park extension An extension receiving a transferred call A Phantom extension You cannot initiate Automatic Callback to a device connected to an Auto Attendant or Voicemail If Call Forward All or Do Not Disturb is enabled on the Automatic Callback destination extension a Fast Busy tone indicating Autom...

Page 55: ...own Volume Control button repeatedly until the volume is at the level that you prefer You can change the handset volume during a conversation or by listening to the dial tone Headset Volume To raise or lower the volume of the dial tone or the sound that you hear on the headset put on the headset and activate it as specified for your headset When you hear the dial tone or during a conversation pres...

Page 56: ...56 CHAPTER 4 STANDARD FEATURES ...

Page 57: ...BX NetSet utility password for the first time see Chapter 1 If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions Guidelines About Features on NBX Telephones Because your administrator determines whether some of the features that are described in this chapter are available for your telephone or for th...

Page 58: ...utility and go to Telephone Programming Ringer Tones 3 Click each of the nine Ringer Tone Settings to hear the choices 4 Select the number of the tone that you want 5 Click Apply When you choose Silent Ring the status light or display panel icon flashes when a call arrives but the telephone never rings A headset attached to the headset connector of a 3102 or 3102B Business Telephone also plays a t...

Page 59: ...type a brief description usually a name that corresponds to the number 6 After you have made all of your changes to the personal speed dials click Apply to complete your changes To use a personal speed dial 1 Pick up the handset 2 Press the Feature button plus the 3 digit personal speed dial code for the number that you want to call If you dial a speed dial code that has no number assigned to it y...

Page 60: ...ystem uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of these instructions To configure off site notification for your NBX voice mailbox 1 Log in to the NBX NetSet utility and go to My Calling Privileges Call Permissions Look to see if your system administrator has enabled off site notification for the NBX system and for the Class...

Page 61: ...l the NBX system calls the number that you enter in this field When you answer the call the system announces the new voice message and allows you to follow the prompts to access your voice mailbox and listen to and delete any of your messages If you selected EMail for Method in step 4 Enter the e mail address at which you want to be notified You can use different e mail addresses for different Att...

Page 62: ...ed all of the Attempt rows that you want click Apply to complete your changes 10 Test your off site notification settings by leaving yourself a voice mail message Additional Notes You can use the same notification method for all five attempts or any combination of methods If your voice mailbox is full and someone tries to leave you a voice mail message the NBX system does not send you an e mail no...

Page 63: ...Mail You receive a telephone call for each voice message Follow the prompts to log in and listen to messages or log in to the NBX NetSet utility Attempt Method Effect 1 Pager or Voice Mail You receive a telephone call or pager call for only the first new voice message and then you configure attempt 2 through 5 as E mail You receive an e mail notice for only the first new voice mail message The e m...

Page 64: ...ur telephone immediately go to your default call coverage point without ringing You set the default call coverage point from the NBX NetSet utility by going to Call Forward Call Forward See Forwarding Incoming Calls in Chapter 4 If Call Forward All is in effect it overrides Do Not Disturb Calls go to the call coverage point defined for Call Forward All in the Call Forward Call Forward Override pag...

Page 65: ...Disturb mode The display panel on a 3Com Telephone shows DO NOT DISTURB 3 To disable Do Not Disturb mode repeat steps 1 and 2 To view your current Do Not Disturb setting even if you do not have a 3Com Telephone or if you are away from your desk log in to the NBX NetSet utility and go to My Calling Privileges Feature Settings When Do Not Disturb is activated you hear the Feature Enabled Tone when y...

Page 66: ...ons Your administrator establishes Call Permissions to control the types of calls that can be dialed from your telephone The administrator can configure these permissions to change depending on the time of day For example your administrator can prevent long distance calls from being dialed from your telephone outside of business hours To view your current call permissions from the NBX NetSet utili...

Page 67: ...the call Using a Headset You can use a headset that has a microphone with any telephone on an NBX system For information on how to use a typical headset and amplifier with 3Com Telephones other than the 3Com Manager s Telephone or 3102 or 3102B Business Telephone see General Headset Instructions later in this section General Headset Instructions For 3Com Telephones other than the 3Com Manager s Te...

Page 68: ...t the headset on When a call comes in If the handset is on hook pick it up set it on your desk and begin to speak 2 To end a call when you are using a headset On a 3Com Entry Telephone or an analog telephone hang up the handset or press Feature 111 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 mo...

Page 69: ...and hang up the handset on your telephone When you are ready to receive calls again set up the headset for receiving calls 1 Pick up the handset on your telephone and set it on your desk 2 Put on the headset On the amplifier set the headset button to On ...

Page 70: ...70 CHAPTER 5 PERSONALIZING YOUR TELEPHONE ...

Page 71: ... Indicator to Telephone Dialing a Call to a Remote Office Using Pulse Dialing Additional Applications If your system uses a messaging application other than NBX Messaging use the documentation for your messaging application instead of the instructions in this chapter For help on accessing NBX features from an analog telephone or a third party SIP based IP telephone see the applicable NBX Feature C...

Page 72: ...he telephone or the NBX NetSet utility See Off Site Notification in Chapter 5 for a discussion of off site notification behavior Account Billing Codes Account Codes allow your administrator to track calls that are associated with an individual client or account When you dial a call or when you answer your telephone you dial a numeric account code that allows the NBX system to track time spent on t...

Page 73: ...igure the system so that you can block your identity telephone number from anyone you call Internal and External Caller ID The 3Com 3100 Entry Telephone does not display Caller ID Calling Line Identity Restriction CLIR On certain NBX systems if your organization subscribes to Caller ID service from your local telephone company you can choose to prevent the NBX system from transmitting your Caller ...

Page 74: ...ly the next call from your telephone 1 Pick up the handset 2 Press Feature 890 The Confirmation Tone plays 3 Dial the number that you want to call When you disconnect the call the CLIR feature is no longer in effect If you hang up the handset without making a call the CLIR NEXT feature remains active and will apply to the next external call that you make Call Pickup Use the Call Pickup feature to ...

Page 75: ...e group number The call is directed to your telephone Automatic Call Distribution Groups Hunt Groups and Calling Groups Your administrator can establish formal and informal call centers so that incoming calls can be directed to several telephones that have been associated into automatic call distribution groups hunt groups or calling groups A call center is a general term that refers to any system...

Page 76: ...re the feature code for the ACD group Your administrator can tell you which feature code to use 3 Dial the ACD group password Your administrator can tell you which password to use 4 Press and hang up To log out of an ACD group using your 3Com Telephone 1 Pick up the handset 2 Press Feature the feature code for the ACD group 3 Dial the ACD group password 4 Press and hang up To log in to an ACD grou...

Page 77: ...your extension has been locked into the ACD group only the administrator can log you out If your extension is not locked into the ACD group you can log yourself out You can also perform the following actions Select All Select for an action all ACD groups of which you are a member Deselect All Remove from an action all ACD groups of which you are a member Invert Section Select for an action all ACD...

Page 78: ...s or Call Group calls If you need more time than what is allotted by default you can use the Extend Wrap Up Time feature Extend Wrap Up Time If the Wrap Up Time feature is enabled by the ACD administrator the Extend Wrap Up Time feature is enabled by default and allows an agent to extend the Wrap Up Time period for the same time duration as the Wrap Up Time This feature is valid only if you are al...

Page 79: ...part of it To log in to a dynamic hunt group using your 3Com Telephone 1 Pick up the handset 2 Press Feature the feature code for the hunt group Your administrator can tell you which feature code to use 3 Dial the hunt group password and press Your administrator can tell you which password to use To log out of a dynamic hunt group using your 3Com Telephone 1 Pick up the handset 2 Press Feature the...

Page 80: ... a dynamic hunt group using the NBX NetSet utility 1 Go to Group Memberships Hunt Groups 2 Select the hunt group from which you want to log out 3 Click Logout To log in to all hunt groups of which you are a member 1 Go to Group Memberships Hunt Groups 2 Click the Login all button To log out of all hunt groups of which you are a member 1 Go to Group Memberships Hunt Groups 2 Click the Logout all bu...

Page 81: ...oin a conversation between an agent and a customer to ensure proper customer support The supervisor s presence may or may not be announced to the agent or customer by a tone Supervisory monitoring enables monitoring of incoming calls to Automatic Call Distribution Groups and Hunt Groups Other calls to and from the agent s telephone are also available for monitoring including When an agent calls a ...

Page 82: ...tions help to explain how Supervisory Monitoring works in the NBX system Supervisory Monitoring Domains are created by the NBX System Administrator and specify the following information The supervisory monitoring domain s unique name and password The types of calls that can be monitored Incoming Group ACD HG or RP Only calls or All calls The calling groups ACD HG or RP that can be monitored The ag...

Page 83: ...ship in the Privacy List domain set by the administrator ensures that all calls associated with this user cannot be monitored The NBX administrator can enable or disable Call Privacy for each Class of Service CoS user group If your administrator assigned you to a CoS group that allows Call Privacy you can use Feature code 428 to prevent your current call from being monitored To see if you can acti...

Page 84: ...used in the workplace by an assistant and manager While a manager is on a call an assistant can start a WhisperPage session to alert the manager of an important meeting or call During the WhisperPage session the assistant cannot hear the manager or the third party and the third party cannot hear the comments of the assistant If the manager is not on an active call when the assistant starts a Whisp...

Page 85: ... can either accept the WhisperPage request by doing nothing or refuse the request by activating Do Not Disturb If the listener accepts the WhisperPage request after a brief delay you will hear a tone that tells you to begin the WhisperPage session 4 Begin speaking When you have finished go off hook to end the WhisperPage session More About WhisperPage These usage tips and limitations apply to Whis...

Page 86: ...When you park a call you assign it a Call Park extension which anyone can use to retrieve it Table 5 lists the default Call Park extension numbers Ask your administrator to verify the Call Park extensions for your location If the call is not answered within 5 minutes default after it is parked it rings again at the original telephone Your administrator can modify the length of this waiting period ...

Page 87: ...ice message through audio speakers The 3Com 3100 Entry Telephone does not have a speaker You can broadcast pages to other 3Com Telephones on your system that do have speakers You cannot receive pages or be a member of a zone paging group You can Page all extensions with speakers on the system This method uses default codes in Table 6 Page a subset of all extensions on the system called a zone This...

Page 88: ...system simultaneously Zone extensions are configured by the administrator To discover the page zone extensions on your system 1 Log in to the NBX NetSet Utility and go to System Group Settings Page Zones The NBX NetSet utility lists the existing page zones and their extension numbers 2 Click the page zone extension to list the members of that zone Table 6 Paging Codes Feature 3 digit dial plan def...

Page 89: ...inistrator allows it and you can also use this feature as a caller to another device How Configurable Operators Work Following is a brief description of how the system directs a caller from your voice mail to operators that you designate 1 If you do not answer a call the system invokes your voice mail 2 The caller listens to your prerecorded voice mail message which includes the instruction to pre...

Page 90: ... Calling Privileges Call Permissions Your current permissions to configure the System Operator and the Personal Operator are listed Configuring the Operator Destinations To configure your own destinations for System and Personal Operator 1 Log in to the NBX NetSet Utility and go to NBX Voice Mail Settings Personal Operator The current System Operator and Personal Operator extensions and access dig...

Page 91: ...s your telephone number as a callback number You cannot send an MWI message to Telephones that do not have an MWI Retrieve button enabled or that have reached their MWI message limit 30 Remote NBX systems over external line Calling Groups Hunt Groups or ACD Groups To send an MWI message 1 Pick up the handset and press Feature 412 The Feature Entry Tone plays 2 Dial the extension that you want to c...

Page 92: ...y but that are linked by a Wide Area Network WAN connection Each site must have an NBX system Typical configurations are described in the next sections Using Unique Extensions In the sample network shown in Figure 4 everyone in the entire organization has a unique telephone extension Whenever you make a call to an extension that is not located at your own site your NBX system sets up a connection ...

Page 93: ...d by the extension at the site For example as shown in Figure 5 to call someone in Atlanta a user in Chicago dials the site code 62 and then the appropriate extension 1000 through 3999 To reach a user in Dallas a user in Chicago dials 63 and then the appropriate extension 1000 through 3999 The site code prevents conflicts between the remote extension number and a duplicated extension number at the...

Page 94: ...log Line Card ports for pulse dialing Examples Some of your telephone lines are provided by a telephone company that supports only pulse dialing while other lines are provided by a different telephone company that supports DTMF dialing Your organization s telephone service provider offers low cost pulse dialing only service 1 NBX System in Chicago Extensions 1000 3999 Site Code 61 2 Wide Area Netw...

Page 95: ...l mode and then to switch to DTMF Use the left angle bracket character in the NBX NetSet utility as the command to switch to DTMF mode You can also include the digits that you want the system to dial after it switches to DTMF The system dials any digits after the using DTMF tones When you hang up the port that you were using on the Analog Line Card reverts to pulse dialing mode For additional info...

Page 96: ...96 CHAPTER 6 GETTING MORE FROM YOUR TELEPHONE SYSTEM ...

Page 97: ... in the next bulleted item New Messages Dial Tone When your voice mailbox has either new or unsaved messages and you pick up your handset you hear the New Messages Dial Tone a repeated short tone also called the stutter tone until you delete or save every message Your administrator can turn the New Messages Dial Tone on or off Feature Entry Tone When you lift the handset and press the Feature butt...

Page 98: ...Busy Call Forward No Answer These features are persistent that is each one remains active until you turn it off as described in Table 7 If you forget which of the persistent features you have activated on your telephone log in to the NBX NetSet Utility and go to My Calling Privileges Feature Settings See NBX NetSet Utility in Chapter 1 for information on how to log in to the NBX NetSet utility Exc...

Page 99: ...nt Table 7 NBX Feature Codes Feature Feature Code See Account Codes F 888 account code telephone number Account Billing Codes in Chapter 6 ACD Hunt and Calling Groups F feature code for the group group password Automatic Call Distribution Groups Hunt Groups and Calling Groups in Chapter 6 Automatic Callback F 469 hang up Using Automatic Callback in Chapter 4 Call Forward All F 465 Forwarding Incom...

Page 100: ...Analog Line Card ports and if the CO provides your organization with a feature such as Call Waiting that requires a flash signal use this sequence to signal the CO to put the existing call on hold and toggle to the call that is waiting To return to the first call repeat F 260 Forward All Calls to Voice Mail On Off F 440 Other Ways to Manage Your Voice Mail Messages in Chapter 3 Lock Your Telephone...

Page 101: ...d Dial System Wide List F system wide speed dial number Personal Speed Dials in Chapter 5 Transfer F 420 telephone number F 420 Transferring a Call in Chapter 4 Volume Up or Down F 102 to raise the sound or F 103 to lower the sound Setting the Volume in Chapter 4 WhisperPage F 426 destination extension brief delay 0 9 9 sec then begin whispering WhisperPage in Chapter 6 Wrap Up Time F 972 Wrap Up ...

Page 102: ...102 CHAPTER 7 FEATURE CODES ...

Page 103: ...s Figure 6 shows underside of the 3Com 3102 Business Telephone Connection details for each type of 3Com device are listed on the packing sheet that is shipped with the device Power connection for an AC power adapter Network connection Connects the device to the network A powered Ethernet cable that conforms to the Power over Ethernet IEEE 802 3af standard is acceptable for 3Com 3100 Entry Telephon...

Page 104: ...he underside of a 3Com Telephone or attendant console includes 1 AC power adapter connection 2 Ethernet connector for connection to the LAN 3 Ethernet connector for an optional connection to your desktop computer Not on 3100 4 Handset connector 5 Headset connector 3102 3102B and 3103 only 6 Tabs for the support bracket For information about the underside of each 3Com Telephone and for information ...

Page 105: ...one The 3100 support bracket can be attached in desktop or wall mount positions Tabs on the underside of the telephone slip into slots on the bracket and the opposite mounting points snap into place Secure the bracket to the telephone with screws Desktop Position In Figure 7 the support bracket is installed in the desktop position Figure 7 Desktop Position ...

Page 106: ...re 8 Wall Mount Position Moving Your Telephone All 3Com telephones have the Automatic Telephone Relocation feature Each telephone has a unique address You can move your telephone to another location connect it to any Ethernet jack on the LAN and still maintain all of your personalized features speed dials and extension number Swapping Telephones Because your extension number and personal settings ...

Page 107: ...e and add power to the telephone by unplugging the power cord at the electric outlet and plugging it back in If the telephone is powered through a powered Ethernet cable make sure that power is applied to the cable at its source My telephone has locked up Your telephone has lost the connection to the system Remove the Ethernet cord from the jack and then re insert it into the jack Wait a few secon...

Page 108: ...ng Up Your Password and Voice Mail for the First Time in Chapter 1 My telephone is not forwarding my incoming calls to my voice mailbox Log in to the NBX NetSet utility and go to Call Forward Call Forward and verify that you have selected Forward to Voice Mail as your call coverage point For details see Forwarding Incoming Calls in Chapter 4 I try to pick up a call ringing on another telephone usi...

Page 109: ...try Telephone 20 C call centers 75 call coverage point 40 call forward all feature code 99 all calls 41 busy feature code 99 busy line 41 call coverage point 40 default 41 43 no answer feature code 99 override 45 precedence 45 problems with 108 ring no answer 41 call park default extensions 86 introduction 86 park a call feature code 99 retrieving a parked call 87 call permissions applying yours t...

Page 110: ...k avoiding 107 e mail getting voice mail messages in 35 notification of voice mail messages 60 error tone 98 extend wrap up time 78 External Paging dial code 88 external telephone calls dialing 40 F Favorites menu 17 feature active tone 98 Feature button 3100 Entry Telephones 20 feature code account code 99 ACD hunt calling group 99 automatic callback 99 call forward all 99 call forward busy 99 ca...

Page 111: ...ing groups 78 forwarding directly to another user s mailbox 47 hunt groups 78 transferring 46 indicators of voice mail messages off site notification 60 on your phone 26 installing telephones 103 intercom internal paging 87 88 internal caller ID 73 internal calls dialing 40 Internal Paging dial code 88 J jack Ethernet 57 L length of voice messages 24 listening to messages 26 from remote telephones...

Page 112: ... outbound calls dialing 40 speed dials 58 P page zones extensions 88 pager off site notification 60 paging 87 required equipment 87 88 to announce a parked call 86 zones 89 parking a call overview 86 retrieving a parked call 87 password change feature code 100 set initially feature code 100 passwords changing in the NBX NetSet utility 16 changing on the telephone 24 forgotten 24 26 security tips 2...

Page 113: ...105 system voice mail groups 31 T telephone maintenance 103 telephone number for off site notification 61 telephone support brackets 3100 105 telephones cleaning 107 connecting 103 mounting 3100 105 moving and swapping 106 time of day calling restrictions 65 toll calls preventing others from dialing 66 tone dialing 94 tones 3Com Telephones 97 tones ringer selection 58 transferring calls 46 feature...

Page 114: ...114 INDEX W wall mount bracket 106 whisperpage 84 feature code 101 access privileges 84 wrap up time 78 Z zone paging 87 ...

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