3Com 3101 Telephone Manual Download Page 90

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HAPTER

6: P

ERSONALIZING

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Summary of Contents for 3101

Page 1: ...http www 3com com Part Number 900 0336 01 Published July 2006 NBX Basic 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: ...tting Your Accessibility Options 17 Quick Reference Guide 17 2 3COM 3101 AND 3101SP BASIC TELEPHONES Telephone Buttons and Controls 19 Programmable Access Buttons 22 Status Lights for System Appearance Buttons 23 3 3COM 2101 BASIC TELEPHONE Telephone Buttons and Controls 25 Programmable Access Buttons 27 Status Icons 28 4 NBX MESSAGING NBX Messaging Components 29 Important Considerations 29 Changi...

Page 4: ...ups 37 Modifying or Deleting Personal Groups 39 Marking a Message as Private or Urgent 40 Other Ways to Manage Your Voice Mail Messages 41 Other Kinds of Mailboxes 41 Greeting Only Mailbox 41 Phantom Mailbox 42 Group Mailbox 42 5 STANDARD FEATURES Answering a Call 45 Caller ID 46 Answering a Second Call 46 Using the 3Com Telephone Display Panel 47 Tips on Using the Lists 48 Dialing a Call 49 An In...

Page 5: ... More About Camp On 64 Using Automatic Callback 66 Initiating Automatic Callback 66 More About Automatic Callback 67 Setting the Volume 68 6 PERSONALIZING YOUR TELEPHONE Guidelines About Features on NBX Telephones 69 Ringer Tones 70 User Button Mapping 70 Button Mapping Notes 75 Speed Dials 76 Personal Speed Dials 76 System wide Speed Dials 78 Special Case One Touch Speed Dials 78 Printing Speed D...

Page 6: ...Specific Telephone 95 Group Call Pickup 95 Automatic Call Distribution Groups Hunt Groups and Calling Groups 95 Automatic Call Distribution 96 Hunt Groups 99 Calling Groups 101 Group Membership 102 Supervisory Monitoring 102 Agent Role for 3Com Entry and Analog Telephones 102 Supervisory Monitoring Terminology 102 Monitor 103 Whisper 104 Barge In 104 Change Agent 105 Call Privacy 105 More About Su...

Page 7: ...21 8 FEATURE CODES NBX Tones 123 Feature Codes with 3Com Telephones 124 3Com Basic Telephone 125 Using Feature Codes 125 9 3COM 3105 AND 1105 ATTENDANT CONSOLES 3Com Attendant Console 130 Access Buttons 130 Feature Buttons 130 Attendant Console Labels 133 Opening the 3105 Attendant Console Label Cover 133 Complement Attendant Software 134 Managing Calls 136 A TELEPHONE INSTALLATION AND MAINTENANCE...

Page 8: ...8 Security Wall Mount Bracket 143 Moving Your Telephone 143 Swapping Telephones 143 Cleaning Your Telephone 143 Troubleshooting Problems 143 INDEX ...

Page 9: ...3Com 3101SP Basic Telephone 3Com 2101 Basic Telephone Attendant Consoles 3Com 3105 Attendant Console 3Com 1105 Attendant Console NBX Complement Attendant Software 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 An...

Page 10: ...apter 9 Telephone maintenance and troubleshooting information Appendix A References to all topics in this book Index Conventions Table 2 defines some commonly used words and phrases in this guide Table 2 Common Terms Term Definition Auto Attendant The set of voice prompts that answers incoming calls and describes actions that a caller or user can take to access individual services Administrator Th...

Page 11: ... related 3Com applications When you log in to the NBX NetSet utility as a user you can go to the Resources menu and view the PDF versions of the NBX Quick Reference Guide NBX Telephone Guide and NBX Feature Codes Guide by clicking the link on its associated tab page The NBX NetSet utility also includes a searchable Help system with Help buttons on each page An administrator who logs in can also se...

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: ...an access by going to Resources Features Codes Guide in the NBX NetSet utility The 3Com 3101 Basic Telephone 3C10401A does not include a microphone which means it does not support speaker phone operation The 3Com 3101SP Basic Telephone 3C10410SPKRA has a microphone and supports speaker phone operation All other features operate the same on the two telephones Telephone Buttons and Controls Figure 1...

Page 20: ... Exit leaves the display panel menus 2 Message Waiting Indicator MWI When lit indicates that you have one or more new voice mail messages in your voice mailbox Also this indicator flashes when your telephone rings 3 Display panel Displays telephone status messages Caller ID information if enabled and the number of messages that you have in your voice mail mailbox You can also use it to view these ...

Page 21: ...one 9 Programmable Access buttons Allow you and your administrator to assign features to specific buttons See Programmable Access Buttons and Status Lights for System Appearance Buttons later in this chapter 10 Speaker button 3101SP only Enables you to use the speaker phone feature Press the button before you dial the call when your telephone is ringing or while a call is in progress To turn the s...

Page 22: ...and go to Telephone Programming Button Mapping to view or change the current features on your telephone s buttons See User Button Mapping in Chapter 6 You can also set buttons to one touch speed dials To view or change the current speed dials on your telephone s buttons button mappings go to Directory One Touch Speed Dial in the NBX NetSet utility See Special Case One Touch Speed Dials in Chapter ...

Page 23: ...enables you to define and print a new label for your Access buttons Status Lights for System Appearance Buttons An Access button that is set up for incoming and outgoing calls is called a System Appearance button The light beside each System Appearance button indicates the status See Table 5 Table 5 Status Indicator Lights for System Appearance Buttons If the light is The line is Off Available for...

Page 24: ...24 CHAPTER 2 3COM 3101 AND 3101SP BASIC TELEPHONES ...

Page 25: ... topics Telephone Buttons and Controls Programmable Access Buttons Status Icons For how these features work on an analog telephone that is connected to the NBX system click the NBX Feature Codes Guide icon below any screen in the NBX NetSet Utility Telephone Buttons and Controls Figure 3 shows the buttons and controls on the 3Com 2101 Basic Telephone ...

Page 26: ...l Park See Call Park in Chapter 7 3 Display panel Displays telephone status messages see Table 6 Caller ID Locked Telephone and other feature information if enabled and the number of messages in your voice mail mailbox You can also use it to view these items Logs of your recent missed answered and dialed calls A directory of people s names in your organization Personal speed dial numbers System wi...

Page 27: ...ng a Call on Hold in Chapter 5 10 Transfer button factory default setting Sends the currently active call to another telephone See Programmable Access Buttons later in this chapter 11 Call Toggle button factory default setting Similar to a Hold button enables you to switch between two calls See Programmable Access Buttons later in this chapter 12 Feature button factory default setting See Programm...

Page 28: ... changing the settings for the Feature or Call Toggle buttons greatly reduces your ability to use some of the NBX system features Status Icons Your 3Com 2101 Basic Telephone allows you to use two telephone lines at the same time On the display panel the behavior of the telephone icon next to the number 1 for Line 1 on the first row or 2 for Line 2 on the second row indicates the status of the line...

Page 29: ...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 30: ...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 31: ... 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 32: ... 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 messages in your mailbox On a 3Com 3101 or 3101SP Basic Teleph...

Page 33: ... delete the message select the message and then click Delete Listening from Your 3Com Telephone To listen 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 li...

Page 34: ... message from your mailbox You cannot retrieve a message after you delete 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 messag...

Page 35: ...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 36: ...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 37: ... 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 7 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 38: ...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 39: ...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 6...

Page 40: ...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 41: ...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 42: ...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 43: ...Other Kinds of Mailboxes 43 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 44: ...44 CHAPTER 4 NBX MESSAGING ...

Page 45: ... or a third party SIP 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 If you are using a 3Com 3101SP Basic Telephone you can press...

Page 46: ... call is arriving 3 To return to the earlier call hang up the new call or put it on hold or transfer it and then press the Access button for the original call On the 3Com 2101 Basic Telephone use Table 7 to manage the two lines Table 7 Managing Multiple Calls on the 3Com 2101 Basic Telephone Line A Line B How to Manage New Calls Active call Ringing To answer the incoming call press Call Toggle If ...

Page 47: ...or You can view and print these numbers in NBX NetSet utility Directory System Wide Speed Dial page On hold On hold If you have placed two calls on hold And you do not hang up the handset press Call Toggle to return to the call you most recently placed on hold Then press Call Toggle again to return to the line you first placed on hold And you do hang up the handset pick up the handset to return to...

Page 48: ...he list that you want to use press the button under Slct Select 3 Use the scroll keys to move to the name or number that you want to call Verify that the cursor is at the entry you want and press the button under Slct 4 To move back to the previous menu press the button under Back 5 To leave the lists entirely press the Exit soft button OR press an Access button that is programmed for Release OR h...

Page 49: ...om an analog telephone see the NBX Feature Codes Guide in the NBX NetSet utility An Internal Call To dial an internal call 1 Pick up the handset On 3101SP Basic Telephones you can press the button You hear the dial tone If necessary select an internal line 2 Dial the person s 3 digit or 4 digit extension Or use the display panel to find and dial the name of the person whom you want to call in the ...

Page 50: ... directly to your extension go to a call coverage point You can set different call coverage points for different conditions default no answer busy and all calls Unanswered calls that come to your telephone through ACD groups hunt groups and calling groups follow the call coverage path that your administrator sets up for the group See Automatic Call Distribution Groups Hunt Groups and Calling Group...

Page 51: ...cess 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 The number that you choose may be limited by your call permissions To view your permissions log in to NBX NetSet utility and go to My Calling Privileges Call Permissions From the telephone you can set call forwarding using feature codes Use the NBX Net...

Page 52: ...red 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 Feature Settings and see the status for Forward All Calls to VM Call Forward No Answer To set Call Forward No Answer 1 Pick up the handset and...

Page 53: ... the display panel 2 Press the Set soft button to select CFWD ALL 3 Press the Set soft button again 4 If the telephone number you want was entered previously and displays press to accept it Otherwise enter the telephone number to forward calls to and press To cancel Call Forward All from the display panel 1 Scroll to CFWD ALL on the display panel 2 Press the Set soft button to select CFWD ALL 3 Pr...

Page 54: ...er that extension or external phone number in the box The number that you choose may be limited by your call permissions To view your permissions go to My Calling Privileges Call Permissions The selection for Forward to phone number specifies where you want to forward calls that are not answered at your internal extension If you check the box below the Forward to phone number calls that are unansw...

Page 55: ...he box If you select the next button you can select either or both of the following conditions If you select Call Forward Busy calls will not ring at all when all of your lines are busy and will be immediately forwarded to the extension or external phone number you specify in the box If you select Call Forward No Answer calls ring the number of times you specify in the rings box If they are not an...

Page 56: ...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 receiv...

Page 57: ... on your 3Com Telephone is limited by the number of Access buttons that are defined for your extension The default is the first two Access buttons on the left of 3101 and 3101SP Basic Telephones Your administrator can verify the number and location on your telephone To place more than one call on hold on a 3Com 3101 or 3101SP Basic Telephone 1 To place the current call on hold press the button To ...

Page 58: ...he 3Com 2101 Basic Telephone if you have placed two calls on hold And you did not hang up the handset press Call Toggle to return to the call that you most recently put on hold Then press Call Toggle again to put that call on hold and return to the second call And you did hang up the handset pick up the handset to return to the call that you most recently put on hold Then press Call Toggle to put ...

Page 59: ...n a 3Com 2101 Basic Telephone and the recipient does not want to take the call press and release the hook switch to disconnect the attempted transfer and then retrieve the original call by pressing Call Toggle Your administrator can disable Announced Transfers by enabling the One Button Transfer feature for the entire NBX system When that setting is enabled every time that you transfer a call the ...

Page 60: ...lish the call The other one to three parties can be any combination of internal and external parties If the NBX has SIP Session Initiation Protocol enabled you are limited to three party Conference calls including yourself unless your NBX system is configured with a 3Com SIP Conference Server For more information on making Conference calls with SIP enabled see your NBX administrator On 3Com Basic ...

Page 61: ... the handset by pressing the button 3101 3101SP The other parties cannot hear you but you can hear them For details about the Speaker and Mute features see Telephone Buttons and Controls in Chapter 2 for the 3101 and 3101SP Basic Telephones Disconnecting the Last Person That You Called Use the Conference Drop feature to disconnect the last person that you add to a conference call This feature is h...

Page 62: ...n While a call is camped on the caller hears either Music On Transfer MOT or silence if no music is provided The destination extension becomes available when the user ends the current call or puts the current call on Hold You initiate a Camp On call through Feature code 468 or a programmed system access button depending on the type of NBX telephone you have and how it is configured Examples 1 and ...

Page 63: ...Camp On With Call Transfer If you have a 3Com Basic Business or Manager Telephone or Attendant Console you can initiate Camp On with Call Transfer to queue a call to an in use destination extension 1 While on a call initiate a screened call transfer as described in Announced Screened Transfer earlier in this chapter 2 When you see On Another Call on your display panel for the destination extension...

Page 64: ...our display panel See More About Camp On in this chapter More About Camp On These usage tips and limitations apply to Camp On A system wide Camp On Return Interval determines how long a caller can stay camped on to an extension The default Camp On Return Interval is 180 seconds three minutes The NBX administrator can configure it to be anything from 30 seconds to 10 minutes If the Camp On Return I...

Page 65: ...rance lines are presently being used In this condition you can use either Camp On with Call Transfer or Direct Camp On to queue a call on to the destination extension If the Destination Extension is Busy All of its system appearance lines are presently being used In this condition you can use only Direct Camp On to queue a call on to the destination extension If the Destination Extension is Availa...

Page 66: ...e making a direct call to an extension that is in use or unanswered On a 3Com Basic or Business Telephone or Attendant Console 1 While on a call to an extension that is in use or unanswered press Feature 469 or press the Automatic Callback Access button if one is programmed on your telephone 2 Disconnect from the call If the Automatic Callback attempt is successful the message Callback Extension X...

Page 67: ...the destination extension include Entering a feature code followed by an on hook event Invoking Directory followed by an on hook event Going off hook then on hook Using Feature 111 to terminate a session You cannot initiate an Automatic Callback 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 ...

Page 68: ...ntil 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 Speaker Volume 3Com 3101SP Basic Telephone To raise or lower the volume of the sound that you hear when you are using the speaker phone for a conversation or just listening to the dial tone press the Speaker button and then press the up or down Volume Control but...

Page 69: ... Guide for Analog Telephones in the NBX NetSet utility For how to set up your NBX 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 If your telephone does not have a button programmed for Feature a...

Page 70: ...e NBX NetSet 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 a...

Page 71: ... Chapter 5 CFWD All Press this button to enter a Call Forward All extension and to toggle on and off the Call Forward All feature Call Forward All in Chapter 5 CFWD Busy Press this button to enter a Call Forward Busy extension and to toggle on and off the Call Forward Busy feature Call Forward Busy in Chapter 5 CFWD No Answer Press this button to enter a Call Forward No Answer extension and to tog...

Page 72: ...ports and if the CO provides a feature such as Call Waiting that requires a flash signal press this button 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 press this button again Fwd Vmail Press this button to direct all incoming calls to your voice mail or to wherever you have specified in the NBX NetSet utility Call Forward Cal...

Page 73: ... from this phone The same phone that sent the message must be used to cancel the message Using Message Waiting Indicator to Telephone in Chapter 7 MWI Retrieve Press this button to retrieve MWI messages through the LCD and the up or down arrow scroll buttons The MWI Retrieve mapped button has an associated LED which illuminates when a new MWI message has been received Using Message Waiting Indicat...

Page 74: ...apping described earlier in this table You define the telephone numbers for each PSD in Directory Personal Speed Dial in the NBX NetSet utility Speed Dials later in this chapter Redial On a 3Com Basic or Entry Telephone press this button to place a new call to the same number as the most recent call made from this telephone Dialing a Call in Chapter 5 Release Press this button to disconnect the cu...

Page 75: ...ty available through the NBX NetSet utility to create and print labels for the buttons on your telephone Delayed Ringing The administrator can define a ringing progression for a line mapped to multiple telephones For example a call could ring immediately at telephone 1 begin ringing at telephone 2 after 4 rings and then begin ringing at telephone 3 after 8 rings Any of the telephones can pick up t...

Page 76: ...r and Priority fields Speed Dials This section describes the types of speed dials Personal System wide One Touch It also describes how you can print a list of speed dials You can also print a set of labels for your telephone showing which of your buttons are mapped to features and speed dial numbers Although 3101 and 3101SP Basic Telephones each have two Access buttons that can be made available b...

Page 77: ...er that you want the system to dial when you use that ID number Include all of the prefix numbers that you would normally dial such as a 9 or 8 or 1 to access an outside line and if necessary the country code or area code Do not use spaces hyphens commas or other nonnumeric characters 4 In the Account Code box type an account code if it is required or useful for calls to this destination 5 In the ...

Page 78: ...s next To use a system wide speed dial 1 Pick up the handset If you are using a 3Com 3101SP Basic Telephone you can press Speaker 2 Press the Feature button plus the 3 digit system wide speed dial ID code for the number that you want to call Or scroll to System Speed Dials on the display panel press Slct scroll to the number that you want to dial and press Slct again If you dial a speed dial code ...

Page 79: ...acters other than and brackets 3 In the Description text box type a brief description usually a name that corresponds to the number 4 After you have made all of your changes to the One Touch speed dials click Apply to complete your changes If you make a change in this page the change also appears in the Personal Speed Dial page See Personal Speed Dials earlier in this chapter Printing Speed Dial L...

Page 80: ...ndant Console 9 To save the edited LabelMaker click the Save button at the top of the LabelMaker screen Or you can click File Save As to save the LabelMaker to a new location To reuse your saved LabelMaker you must run the file that you saved to your computer If you download the LabelMaker from the NBX NetSet utility again you get the default version and the download might overwrite your saved Lab...

Page 81: ... If you selected Pager for Method in step 4 Enter a pager number Do not use parentheses hyphens or spaces Ask your administrator 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 receive the pager message you call in to your voice mailbox to listen to your messages In the Numeric Page Number field indicate what y...

Page 82: ...es 6 From the Interval drop down list box select the number of minutes that you want the system to wait after each attempt before it moves to the next attempt The best time interval depends on the Attempt method that you choose For instance allow sufficient time after a Pager notification for the usual delay at your pager supplier 7 Click Apply 8 Repeat steps 4 through 7 to set up additional attem...

Page 83: ...ntains information about the voice message like time of receipt and the number that called and the voice message is attached as a WAV file and then you configure attempt 2 through 5 as E mail You receive an additional e mail notice for each voice message The second e mail notice contains no information about the voice message like time of receipt and the number that called and no WAV file attachme...

Page 84: ...ff site notification 2 Disable off site notification 3 Change off site notification settings 4 Review current off site notification settings Return to the main menu 2 through 5 as E mail You receive an e mail notice for only the first new voice mail message The e mail notice contains no information about the voice message like time of receipt and number that called and no WAV file attachment 2 thr...

Page 85: ...g when it receives an incoming call If you use a 3Com Attendant Console the associated status light does flash when a call arrives You can use the telephone to dial outgoing calls You can use the telephone to dial internal and external pages If your telephone is part of a call pickup group no other telephone in the pickup group can retrieve a call that comes directly in to your telephone The incom...

Page 86: ...r password 2 Enter your password and hang up Your telephone is now locked The display panel shows the Lock icon It displays only the directory and system wide speed dials 3 To turn off this feature repeat steps 1 and 2 The Lock icon disappears Your call logs and personal speed dials are again available Additional Notes When Telephone Locking is activated a person using your telephone can dial only...

Page 87: ...t You may however need to place a long distance call during a meeting Using the Class of Service Override feature you can apply the features of your own telephone to the conference room telephone for one call only and dial the call assuming that your Call Permissions allow you to make long distance calls from your own telephone If your system uses a messaging application other than NBX Messaging u...

Page 88: ... of the telephone 2 Insert the cord for the telephone handset into the headset amplifier 3 Put on the headset 4 Pick up the telephone handset and set it on your desk To prepare a headset so that you can choose either the handset or the headset for each call 1 Insert the cord for the headset amplifier into the handset cord receptacle on the underside of the telephone 2 Insert both the headset cord ...

Page 89: ... On The handset is off the phone for a long time for instance overnight 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 headset has returned to active mode and you may miss a call If you plan to not use the headset for a long time for instance overnight 3Com recommends that you set ...

Page 90: ...90 CHAPTER 6 PERSONALIZING YOUR TELEPHONE ...

Page 91: ...ephone Dialing a Call to a Remote Office Bridged Extensions Delayed Ringing 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 applic...

Page 92: ... utility See Off Site Notification in Chapter 6 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 the telephone with a client per...

Page 93: ...t you can block your identity telephone number from anyone you call Internal and External Caller ID By default the NBX system shows the extension and name of any internal caller on the display panel of your 3Com Telephone External Caller ID provides the same information for external incoming calls if your organization subscribes to the service from your local telephone company and if the caller ha...

Page 94: ...s Feature 889 again CLIR ALL off appears briefly in the display panel and then disappears when you hang up the handset To view your current CLIR All setting log in to the NBX NetSet Utility and go to My Calling Privileges Feature Settings CLIR for Next External Call Only To enable CLIR for only the next call from your telephone 1 Pick up the handset 2 Press Feature 890 The telephone display panel ...

Page 95: ...view from the Call Pickup Group list to view the members of that group Directed Call Pickup on a Specific Telephone You can answer a call that is ringing on a specific user s telephone Using the feature code 1 Pick up the handset 2 Press Feature 455 and the user s extension The call is directed to your telephone Group Call Pickup You can answer a call that is ringing on a group member s telephone ...

Page 96: ...ividual ACD agents and groups of agents and provides database reports on both calls and agents Calls coming into ACD are distributed according to rules configured by the administrator An agent becomes available to receive ACD calls by logging in to the ACD group To log in to an ACD group using your 3Com Telephone 1 Pick up the handset 2 Press Feature the feature code for the ACD group Your adminis...

Page 97: ...t of 3 Click Logout Viewing ACD User Status Using the NBX NetSet Utility go to Group Membership ACD Groups to see each ACD group that you are a member of Click each column heading to arrange the information in ascending or descending order Extension Shows the extension number of the ACD group Click the extension number to view details about the ACD group members Name Shows the name of the ACD grou...

Page 98: ...scending or descending order Extension Shows the extension number of each agent in the group First Name Shows the first name of each agent Last Name Shows the last name of each agent Rank Shows the order in which calls are routed to agents in the group Status Shows whether each agent is currently logged in or out of the ACD group State Shows which agents extensions have been locked in to the ACD g...

Page 99: ...ctivate the Extend Wrap Up Time once per call using Feature code 973 or by mapping an access button to this feature see User Button Mapping Hunt Groups Incoming calls ring to one member of the hunt group If that member s telephone is in use or if that member does not answer the call the system hunts for another member of the group until the call is answered or is forwarded to the group call covera...

Page 100: ...e 1 Pick up the handset 2 Press Feature the feature code for the hunt group 3 Dial the hunt group password 4 Hang up the telephone You or your administrator can configure a hunt group to an Access button To log in to or to log out of the hunt group press the specified Access button The indicator next to the button lights to show that you are logged in On the 3Com 2101 Basic Telephone the display p...

Page 101: ...u are a member 1 Go to Group Memberships Hunt Groups 2 Click the Logout all button Calling Groups One type of hunt group is the Calling Group Calling groups allow an incoming call to ring simultaneously on all telephones in a group for example a customer service group To log in to or out of a calling group follow the steps in Hunt Groups earlier in this chapter Figure 5 shows the path of a call co...

Page 102: ...ty Conference calls The monitoring party counts as one of the parties in an NBX conference which supports up to four parties The supervisor must provide a password to access the agent s extension during these calls Your organization may be legally required to add an announcement to tell callers that their call may be monitored Agent Role for 3Com Entry and Analog Telephones 3Com telephones that do...

Page 103: ...ll The supervisor must provide the password of the supervisory monitoring domain that has the agent user listed The supervisor must use a 3Com Telephone with a display panel and appropriate soft buttons not a 3Com Entry Telephone 3Com Cordless Telephone or an analog telephone Customers are people who make an incoming call to an agent supervisory monitoring domain member A customer can be an intern...

Page 104: ...he supervisor s display panel indicates that supervisory monitoring is in use Whisper Whisper also called Coaching allows a supervisor to speak to the agent during a monitored call without the customer hearing this advice The administrator configures the NBX system to specify if a tone audible to the agent is played when the supervisor enables Whisper To use Whisper or Barge In a supervisor must f...

Page 105: ...t The display panel prompts you for the extension number of the agent 3 Enter the extension number of the agent You begin to monitor the call either silently or with a tone announcing the call to the agent depending on system configuration Your display panel now provides options to Whisper Change Agent or Barge In Call Privacy Call Privacy allows a user to prevent a call from being monitored NBX t...

Page 106: ...ion is alerting In this case you must answer the incoming call before activating Call Privacy To deactivate toggle off Call Privacy While Call Privacy is on press Feature 428 again Or press the Call Privacy Access button if one is programmed on your telephone The message CALL PRIVACY OFF appears on the display panel to indicate that Call Privacy is disabled When any active Call Privacy session end...

Page 107: ...ervisor attempts to monitor it the supervisor will not be able to monitor the call If a customer or agent puts a call on hold after a supervisor is monitoring it the supervisor will not be dropped from the call For additional tips and considerations on using Supervisory Monitoring see your system administrator WhisperPage The WhisperPage feature allows you to dial an NBX extension that is involved...

Page 108: ...or additional tips and considerations on using WhisperPage see More About WhisperPage later in this chapter Starting a WhisperPage Session To start a WhisperPage session 1 Pick up the handset 2 Press Feature 426 Or press the Access Button if one is configured for WhisperPage The display panel prompts you for the WhisperPage extension 3 Enter the extension you want to whisper to If the listener s t...

Page 109: ...make it available for another person to pick up from any telephone on the system Use the internal paging feature the external paging feature or both to announce the call The recipient can retrieve the call from any 3Com telephone or analog telephone by dialing the Call Park extension that you give during your announcement This feature is useful in any of these circumstances The recipient is elsewh...

Page 110: ... parked call From 3Com 3101 and 3101SP Basic Telephones select an Access button that is assigned for placing telephone calls and dial the user s extension or use the paging feature See Paging next for details From a 3Com 2101 Basic Telephone press and release the hook switch When you hear the dial tone dial the user s extension or use the paging feature See Paging next for details To retrieve a pa...

Page 111: ... paging amplifier and speaker system that is connected to your NBX system 620 6200 Internal Paging Broadcast an announcement through the speakers on all NBX Telephones with speakers on your system except those that have been set to Do Not Disturb 621 6201 Simultaneous Paging Broadcast an announcement externally and internally at the same time 622 6202 To page perform the following steps using your...

Page 112: ...e a zone page Configurable Operators The Configurable Operators feature gives a caller who is directed to voice mail the option of going to another destination You can configure your own operators for those who call your extension if the administrator 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 th...

Page 113: ...ission to configure operators 1 Log in to the NBX NetSet Utility and go to My 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 Operato...

Page 114: ...hat 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 Or press the MWI to Ph Send access button The display panel on your 3Com Telephone shows Send MWI To 2 Dial the extension that you want to call and press 3 The...

Page 115: ... 30 MWI messages When it is full it will reject new messages so be sure to delete unneeded messages To delete all MWI messages 1 Press the MWI Retrieve access button The display panel shows the number of MWI messages on your list and the options to Delete All or Exit 2 Press the Delete All soft button 3 The display panel asks you to confirm the delete of the whole MWI list Press the Yes soft butto...

Page 116: ... your organization that are separated geographically 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 6 everyone in the entire organization has a unique telephone extension Whenever you make a call to an extension that is not located at ...

Page 117: ...to use site codes for you to dial people at remote offices Your administrator chooses the site codes for your system In this example you dial a site code first followed by the extension at the site For example as shown in Figure 7 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 dial...

Page 118: ...tus lights on one telephone are associated with buttons and status lights on another telephone On the primary telephone you can perform all operations such as dialing telephone calls placing calls on hold forwarding calls and so on On the secondary telephone you can answer calls that are made to the primary telephone s extension but you cannot make calls using the buttons that are associated with ...

Page 119: ...f times A shared line can be a bridged extension or an incoming analog telephone line that is mapped to more than one telephone Example The administrator programs maps a telephone extension to appear on both a manager s telephone and the assistant s telephone that is it is a bridged extension The administrator has also enabled the Delayed Ringing feature on the manager s telephone and has specifie...

Page 120: ...remainder of the call When you hang up the port you were using on the Analog Line Card reverts to pulse dialing mode You or your administrator can map a button on your telephone so that you can press the button to change from pulse dialing to DTMF during a call When you hang up the port that you were using on the Analog Line Card reverts to pulse dialing mode You can configure a personal speed dia...

Page 121: ...available on the NBX Resource Pack CD NBX Call Reports NBX TAPI Service Provider NBXTSP NBX Desktop Call Assistant Complement Attendant Software pcXset Soft Telephone NBX Media Driver Applications with a have been tested with Windows XP Home Edition and Windows XP Professional Edition ...

Page 122: ...122 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM ...

Page 123: ...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 butto...

Page 124: ...usy Call Forward No Answer These features are persistent that is each one remains active until you turn it off as described in Table 11 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 125: ...ming on these buttons although changing them might limit which NBX features you can use on your telephone For all other NBX features use the preprogrammed Feature button and the feature codes listed in Table 11 Using Feature Codes Follow these steps to use NBX feature codes 1 Pick up the handset 2 Press the Feature button 3 Dial the feature code and any additional values as specified in Table 11 4...

Page 126: ...All On Off F 889 Caller ID in Chapter 7 Caller ID Restriction for Next External Call Only F 890 Caller ID in Chapter 7 Camp On Direct F 468 destination extension Initiating Direct Camp On in Chapter 5 Camp On With Call Transfer F 420 destination extension F 468 Initiating Camp On With Call Transfer in Chapter 5 Class of Service Override F 433 your own extension your password the outside party s nu...

Page 127: ...rieve F 414 Using Message Waiting Indicator to Telephone in Chapter 7 Monitor Whisper Barge In F 425 Supervisory Monitoring in Chapter 7 Password Set Initially F 434 new password repeat your new password Setting Up Your Password and Voice Mail for the First Time in Chapter 1 Password Change F 434 current password new password repeat your new password Setting Up Your Password and Voice Mail for the...

Page 128: ...102 to raise the sound or F 103 to lower the sound Setting the Volume in Chapter 5 WhisperPage F 426 destination extension brief delay 0 9 9 sec then begin whispering WhisperPage in Chapter 7 Wrap Up Time F 972 Wrap Up Time in Chapter 7 Table 11 NBX Feature Codes continued Feature Feature Code See ...

Page 129: ...s to increase call handling capability In many offices the Attendant Console is used by a receptionist or switchboard operator who is referred to in this guide as the receptionist Complement Attendant Software CAS A software application that allows a receptionist to answer and route calls using a personal computer Your administrator installs the Complement Attendant Software on your computer from ...

Page 130: ...istrator can assign features to each Access button Possible features include Status of internal telephone extensions busy available Status of external telephone lines Speed dials for User extensions Pager numbers Cellular telephone numbers Message Waiting Indicators MWI for Group mailboxes Phantom or personal mailboxes Time of Day Service Modes See your administrator for details Status of ACD Hunt...

Page 131: ...tern so that it can be retrieved from any other telephone on the system 5 Labels You can print labels for your Attendant Console using the LabelMaker utility in the NBX NetSet utility or on the NBX Resource Pack CD 6 Label cover tabs Allow you to unsnap the plastic cover to insert labels 7 Access buttons A light next to each button indicates whether the line is available or in use or whether assig...

Page 132: ...onsole Figure 9 3Com 1105 Attendant Console SHIFT A B 1 Access buttons A light next to each button indicates whether the line is available or in use or whether assigned features are enabled Status indicator lights show the following If the light is The line is Off Available for use Steady In use Blinking quickly Ringing Blinking slowly On hold 2 Shift button Enables you to toggle between the two s...

Page 133: ...Transfer in Chapter 5 6 Call Park button Places a call in a holding pattern so that it can be retrieved from any other telephone on the system See Call Park in Chapter 7 7 Hold button Places a caller on hold See Putting a Call on Hold in Chapter 5 Attendant Console Labels To create print and save labels for your Attendant Console see Printing Labels in Chapter 6 Opening the 3105 Attendant Console ...

Page 134: ... your personal computer the Complement Attendant Software displays your telephone directory in a series of tabs Each tab sorts the directory by a different type of information for example by last name by department or by extension When you answer a call using the Complement Attendant Software you can select a user from the directory and transfer the call to that user ...

Page 135: ...l status and call duration for all of the calls that are currently present on your phone There can be more than one call shown in the call list The number of calls in the list corresponds to the number of calls that currently exist on your phone The maximum number of calls that can be displayed in the call list is dependent on the number of access lines that are assigned to your phone By default t...

Page 136: ... internal or external parties Monitor Invokes Supervisory Monitoring functionality Camp On Invokes the Camp On feature Callback Invokes the Automatic Callback feature WhisperPage Invokes the Whisperpage feature Account Allows you to apply an account code to the call Managing Calls To manage incoming calls using the Complement Attendant Software 1 From the Call List select the incoming call If ther...

Page 137: ... and attendant consoles use these symbols to identify the connectors 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 Telephones 3Com 3101 Basic Telephones 3Com 3102 Business Telephones 3Com 3103 Manager s Telephones 3Com 3105 Atten...

Page 138: ...r Your telephone will not work unless it is connected properly Ask your administrator if you have questions about your telephone connection The 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 conn...

Page 139: ...es 3Com 3105 Attendant Console 3Com 3101 and 3101SP Basic Telephones Figure 12 Figure 13 and Figure 14 show the 3Com 3102 Business Telephone The instructions apply to all of these devices Figure 12 Attaching the Support Bracket 1 Bracket 2 Mounting supports 3 Cable management clamps To attach the support bracket snap the bracket into the mounting supports on the bottom of the telephone After you c...

Page 140: ...tab rotate the bracket to the position that you want and then release the lock tab Figure 14 Wall Mounting 1 Bottom supports When you mount a device on a wall attach the support bracket and adjust it so that the bottom of the support bracket rests against the bottom supports on the device Safe wall mounting requires 3 4 inch drywall and 1 5 inch drywall screws ...

Page 141: ...port bracket can be attached in low profile high profile 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 Low Profile and High Profile Positions In Figure 15 the support bracket is outlined to show you how to install the device in the low profile and high profile desktop positions Figure 15 Low Profile an...

Page 142: ...rees Figure 16 so that the spring loaded peg projects out on the top of the phone Item 1 in Figure 17 Figure 16 Knob for the Handset Support Peg Figure 17 shows an 3Com 2102 Telephone in the wall mount position Safe wall mounting requires 3 4 inch drywall and 1 5 inch drywall screws Figure 17 Wall Mount Position 1 2 3 1 Handset support peg 2 Wall with a solid backing 3 Support bracket in the low p...

Page 143: ...k 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 are associated with your physical telephone only your administrator can move phone extension settings from one telephone to another Cleaning Your Telephone Always unplug your telephone from the power source and from the network b...

Page 144: ... telephone and then plug it back in Callers cannot leave messages on my voice mail Your mailbox may be full Log in to your voice mailbox and delete some messages Your telephone may be set up for Greeting Only Mailbox Log in to the NBX NetSet utility and go to NBX Voice Mail Settings Personal Greeting and clear the Greeting Only Mailbox checkbox When I park a call the display panel shows Park xtn i...

Page 145: ...r details see Special Case One Touch Speed Dials in Chapter 6 I try to pick up a call ringing on another telephone using Directed Call Pickup but it fails The telephone that you are using to pick up the call may not be in the same group as the telephone that is ringing and the telephone group to which the ringing telephone belongs does not allow nonmember pickup See Call Pickup in Chapter 7 My tel...

Page 146: ...146 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE ...

Page 147: ...tiating 66 introduction 66 automatic telephone relocation 70 B barge in 104 billing and account codes 92 blocking internal and external ID 93 unauthorized outbound calls 86 bracket 2101 security wall mount 143 2101 telephone support 141 3101 and 3101SP telephone support 139 branch offices calling 116 bridged extensions 118 119 broadcasting announcements 110 111 busy line call forwarding 51 button ...

Page 148: ...ton mapping 71 coaching 104 codes account and billing 92 feature codes 123 NBX Feature Codes Guide 9 Complement Attendant Software CAS computer screens and tabs 135 features 134 introduction 129 keyboard shortcuts 136 conference calls add feature code 126 adding parties 60 drop feature code 126 dropping last party 61 introduction 60 configurable operators 112 confirmation tone 123 connecting a hea...

Page 149: ...one 127 message waiting indicator cancel 127 message waiting indicator retrieve 127 message waiting indicator send 127 monitor whisper barge in 127 password change 127 password set initially 127 pulse to tone 127 show lists 127 speaker ON OFF 127 speed dial system wide lists 127 speed dial personal lists 127 whisperpage 128 wrap up time 128 feature codes 123 Feature Codes Guide in NBX NetSet utili...

Page 150: ...ndant consoles 80 for telephones 80 Windows Desktop shortcut 80 labels Attendant Console creating 79 printing 79 length of voice messages 30 lights status 3101 and 3101SP Basic Telephones 23 listening to messages 32 from remote telephones 33 lists modifying personal voice mail group lists 39 personal voice mail group lists 37 printing speed dials 79 locking your telephone blocking unauthorized cal...

Page 151: ...ewing 113 other function for mapping feature codes 73 outbound calls dialing 49 speed dials 76 P page zones extensions 111 pager off site notification 80 paging 110 required equipment 110 111 to announce a parked call 109 zones 112 Park button 3105 Attendant Console 131 parking a call overview 109 retrieving a parked call 110 password change feature code 127 set initially feature code 127 password...

Page 152: ... 119 hunt groups 95 Shift button 1105 Attendant Console 132 3105 Attendant Console 132 show lists feature code 127 silent monitor 103 silent ring 70 Simultaneous Paging dial code 111 SIP Session Initiation Protocol 60 site codes 117 soft buttons 2101 Basic Telephone 27 3101 and 3101SP Basic Telephones 20 software Complement Attendant CAS 134 sound volume 2101 Basic Telephone 27 3101 and 3101SP Bas...

Page 153: ... 86 urgent messages 41 user button mapping 70 user definition 10 V version feature code 128 voice mail accessing through e mail 41 changing your password 30 components 29 creating messages 36 forwarding 35 greeting only mailbox 41 group mailboxes 42 groups 37 indicators 32 initializing 13 listening remotely 33 listening to messages 32 maximum message length 30 password security tips 31 personal gr...

Page 154: ...154 INDEX ...

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3Com 3101, Telephone Manual

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