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3Com CoreBuilder 3500, Manual

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63 

 

An Auto Attendant number 

 

An external phone number 

Each ACD group has a default call coverage point. However, you can also create a call 

coverage plan that specifies where unanswered calls should be redirected based on a 

specific date, day of the week, or time. 

See ACD Group  and Attendant Call  Coverage 

Options

.

 

Table 6 summarizes how the five group types route incoming calls. 

Table 13 

ACD Group and Calling Group Behavior 

ACD Type 

No Members 

Members 
logged out 

Agent 
Ranks 

Members 
Busy 

Call Override 
Total Timeout 

Total 
Timeout 

Linear 

Immediately 
go to call 
coverage 

Wait for 
someone to 
log in till 
timeout 
reached 

Agents list 
starts with 
the 
predefined 
list 

Queues this 
call and 
waits for 
someone to 
get free till 
timeout 
reached 

Go to call 
coverage 

Go to call 
coverage 

Circular 

Go to call 
coverage 

Wait for 
someone to 
log in till 
timeout 
reached 

Agents list 
starts at 
where it 
stopped in 
previous 
call 

Queues this 
call and 
waits for 
someone to 
get free till 
timeout 
reached 

Go to call 
coverage 

Go to call 
coverage 

Most Idle 
Agent(MIA) 

Go to call 
coverage 

Wait for 
somebody to 
log in till 
timeout 
reached 

It maintains 
a queue 
and starts 
with the 
most idle 
agent 

Queues this 
call and 
waits for 
somebody to 
get free till 
timeout 
reached 

Go to call 
coverage 

Go to call 
coverage 

Least Call 
Count(LCC) 

Go to call 
coverage 

Wait for 
somebody to 
log in till 
timeout 
reached 

Agent with 
the lowest 
number of 
absolute 
calls 
answered, 
since the 
beginning 
of the oldest 
active shift, 
gets the 
next call 

Queues this 
call and 
waits for 
somebody to 
get free till 
timeout 
reached 

Go to call 
coverage 

Go to call 
coverage 

Calling 
Group 

Go to call 
coverage 

Wait for 
somebody to 
log in till 
timeout 
reached 

All Agent 
phones ring 
regardless 
of rank 

Queues this 
call and wait 
for someone 
to get free till 
timeout 
reached 

Go to call 
coverage 

Go to call 
coverage 

 

Summary of Contents for CoreBuilder 3500

Page 1: ...ng In to Your Telephone 18 Answering a Call 19 Answering a Second Call 19 Making Calls 19 Making Internal Calls 20 Redialing a Call 20 Making External Calls 20 Making a Call to a Remote Office 20 Clas...

Page 2: ...s to Voice Mail 39 Transferring a Call to Another User s Voice Mail 39 Call Waiting 40 Speed Dialing 40 Configuring Personal Speed Dial Numbers 41 Editing Personal Speed Dial Numbers 41 Dialing Person...

Page 3: ...ccess Button Functions Using the VCX User Interface 67 Enabling Bridged Extensions 68 Bridged Line Interaction with Other Features 70 Personal Speed Dial Access Buttons 73 Logging Out 73 7 7 7 7 3105...

Page 4: ...out installing your telephone see the documents that came in the box with your telephone The model number is on the underside of the telephone Contact your administrator if you have questions about yo...

Page 5: ...onvergence Application Suite 3Com VCX 9 0 IP Messaging System User Manual 3Com VCX 9 0 System Maintenance Manual 3Com VCX 9 0 System Security Management Manual 3Com 3500 Series IP Telephones Quick Sta...

Page 6: ...isplay Panel on your telephone shows the current date and time the logged in icon and your extension If you are not logged in see Logging In to Your Telephone This guide describes the features availab...

Page 7: ...telephone model 3 At the password prompt use the keypad to enter your default password The voice prompt system describes the initialization process and introduces the Setup Assistant function 4 Follow...

Page 8: ...nt and IP phone Most of the options available through this interface are also available through the TUI See Chapter 6 for more information on using the VCX User Interface Additional Information Source...

Page 9: ...buttons and controls on the 3500 3500B 3501 telephone Figure 1 3500 3500B 3501 telephone 1 2 3 4 6 7 8 9 10 5 11 13 12 16 15 14 17 Table 3 Functions of the 3500 3500B 3501 telephone buttons and contro...

Page 10: ...he Conference button again to start a 3 party conference To conference more people in repeat this step 9 Redial button Press this button to redial the last telephone number or extension that you calle...

Page 11: ...2 telephone buttons and controls No Button Control Description 1 Soft buttons There are four soft buttons below the Display Panel The bottom of the Display Panel shows the functions of the four soft b...

Page 12: ...rence in and then press the Conference button again to start a 3 party conference To conference more people in repeat this step 10 Redial button Press this button to redial the last telephone number o...

Page 13: ...of the ring while your telephone is ringing lower the voice level of the callers while talking through the handset or lower the volume of the speaker while in speakerphone mode 19 Handset Pick up the...

Page 14: ...to voice messages 8 Call Transfer button Use this button to forward calls To forward the current call to a third party press the Call Transfer button dial the number of the third party and press the...

Page 15: ...ress the Mute button to prevent callers from hearing you When the telephone is muted the backlight of the Mute button is turned on 18 Down volume button Press this button to lower the volume of the ri...

Page 16: ...ss buttons on the 3502 telephone Table 7 Access buttons on the 3502 telephone No Button 1 Access button 1 2 Access button 2 3 Access button 3 4 Access button 4 5 Access button 5 6 Shift button The 350...

Page 17: ...s to display the functions of its Access buttons and thus allows you to configure up to 21 Access buttons You can use the Shift button to turn pages Status Lights for Access Buttons An Access button t...

Page 18: ...gure 7 You can then enable a feature by using either of the following methods 1 Press the Features soft button 2 Select Use feature code from the menu 3 Enter the three digit feature code on the keypa...

Page 19: ...example However the number of buttons varies on each model of VCX phone Furthermore the number of VCX features exceeds the number of buttons available on a phone Feature codes allow the VCX telephone...

Page 20: ...Or Feature 4 2 See Controlling the Sending of Caller ID information Barge In Feature 6 428 Used with Silent Monitor See Silent Monitor and Barge In Beep Send Feature 6 331 Sends a broadcast message a...

Page 21: ...ands Free feature See Using the Hands Free Feature Hold Feature 6 402 See Putting a Call on Hold Hunt Group ACD Group or Broadcast Group Login Logout Feature 6 971 then hunt group number ACD group num...

Page 22: ...ciated with the number you want to dial Allows you to dial a personal speed dial number To configure personal speed dialing see Speed Dialing Speed Dial System Feature 6 700 speed dial number Or 700 n...

Page 23: ...e Adjusts the volume setting for the current mode If the handset is in the cradle and the speaker is disabled adjusts the ring volume setting If the speaker is enabled adjusts the speaker volume setti...

Page 24: ...nonymous Next Prevents Caller ID information from displaying only on the next call that you make Advanced Settings Use Feature Code COS Override Class of Service COS Override allows you to apply the f...

Page 25: ...ss Select to choose Set Backlit 5 Change the display panel backlit by using the left and right scroll buttons 6 Press the Save soft button to save the change or press the Cancel soft button to abort t...

Page 26: ...ord to your telephone After you hear a dial tone and log in to the phone you can make calls 1001 Feb 17 08 12 00 You can see the status icon extension number date and time on the Display Panel The sta...

Page 27: ...oming call pick up the handset Alternatively you can press the Speaker button If you have enabled Hands free Active on your intercom you can simply speak to answer internal calls Unanswered calls are...

Page 28: ...the handset or press the Speaker button You hear the dial tone If necessary dial the number required to access an external line for example 9 If one of the Access buttons is configured to access an e...

Page 29: ...e Override from any VCX telephone 1 Pick up the handset 2 Press Feature 6 433 or select COS Override after pressing Feature 5 The display panel prompts you for the required input 3 Enter COS number 4...

Page 30: ...press the Call Logs soft button below the Display Panel you can scroll through the list of missed calls with the name of the calling party displayed Press the first button again to automatically dial...

Page 31: ...press the Speaker button and then press the up or down Volume Control button repeatedly until the volume is at the level you prefer You can change the volume during a conversation or by pressing Spea...

Page 32: ...rrently being used 3 When you hear dial tone dial the second call Answering a New Call While on a Call You can put your current call on hold answer a second call and then toggle between the two calls...

Page 33: ...announce the call Note that at this point you cannot return to the original caller If the recipient wants to take the call press Transfer and then hang up the call If the recipient does not want to ta...

Page 34: ...e button comes on Callers cannot hear you 2 To turn this feature off press Mute again Mute Ringer You can prevent the telephone s ringer from ringing by enabling this feature By default the telephone...

Page 35: ...lephone regardless of the Do Not Disturb setting If your telephone is part of a bridged extension see Do Not Disturb and Bridged Line Calls for additional information To activate Do Not Disturb 1 Pres...

Page 36: ...33 Once you use the Malicious Call Trace feature code during a call you cannot revoke it...

Page 37: ...ric code assigned to the feature For example you can use a feature code to enable call forwarding and specify a destination number For all VCX telephones you can use either approach to invoke a featur...

Page 38: ...ee Call Forward Unconditional Call Logs Feature 6 462 See Viewing the Call Logs Call Park Feature 6 444 then call park extension or accept the default See Call Park Call Pickup Directed Feature 6 455...

Page 39: ...eature 6 120 Displays OK in the Display Panel Used to make a call without waiting for the call completion time out value to expire Password Stored Locally Feature 6 434 then current password Stores th...

Page 40: ...enabled transfers all calls to the voice mail See Forwarding Calls to Voice Mail Transfer to Another User s Voice Mail Feature 6 441 then destination Or Transfer then 441 destination then Transfer See...

Page 41: ...il Call Waiting Speed Dialing Call Forwarding Call Park Customer Accounting and Billing Code Forced Account Code Broadcast Group Call Pickup Silent Monitor and Barge In Remote Call Forward Hunt Groups...

Page 42: ...Dial button To add this call number into speed dial list press the Set SDial button To exit the call details display press the Back button The Missed Calls message disappears from the display panel on...

Page 43: ...next call that you make If you disable the sending of caller ID information the system does not send your Caller ID information to any dialed numbers Setting up a Conference Call The conference featu...

Page 44: ...o an Existing Conference While participating in a conference of three to five people any recipient in the conference can add a new recipient While a new recipient is being added the existing recipient...

Page 45: ...ant to take select either Last or All and the party Last or the conference All is dropped Alternately you can drop recipients from a conference using the following feature codes Enter Feature 6 431 To...

Page 46: ...m calls your telephone When you answer your telephone the called extension begins to ring To camp on an extension when you transfer a call 4 When you are transferring a call and hear a busy tone press...

Page 47: ...up calls go to your voice mailbox However Hunt Group calls always ring on a member s phone regardless of your personal telephone setting To forward incoming calls to your voice mailbox for a 3502 3503...

Page 48: ...ich allows you to use up to 9 personal speed dials Personal speed dials allow speed dialing on phones that do not have Access buttons Personal speed dials are available on all VCX telephone models Sys...

Page 49: ...hat 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 3 To store the number press Enter or the button Make sure you write the name...

Page 50: ...2 Alternatively you can skip pressing the Feature button and enter 601 2 Note that with this syntax you cannot enter 602 You can also use the following method to dial a speed dial number on any VCX ph...

Page 51: ...ine Redirects incoming calls to another destination when your telephone is busy If you have multiple lines busy means that all lines are in use You can forward all calls that come in when your lines a...

Page 52: ...l you assign it a Call Park extension which you or another user use to retrieve it The default Call Park extension numbers are 800 through 899 inclusive Ask your administrator to verify the Call Park...

Page 53: ...sion out of the system If you want to do this you must place the call using a forced account code with high privilege To place a call with forced account code entering a feature code Pick up the hands...

Page 54: ...are two types of call pickup Directed Call Pickup Allows you to answer a call ringing on the telephone of a specific user Each Directed Call Pickup group is assigned a security code by the administrat...

Page 55: ...er or a directed call pickup user cannot answer a camp on callback call Conference Calls A conference call cannot be picked up at another extension A conference originator can however pick up a call a...

Page 56: ...n feature conditions and restrictions Multiple supervisors cannot monitor the same extension at the same time If an agent parks a monitored call initiates a conference or transfers the call the superv...

Page 57: ...blocking feature for all subsequent calls Furthermore this feature works for outgoing calls only the agent cannot block monitoring for an incoming call Note the following blocking considerations for c...

Page 58: ...one to forward calls to another extension 1 Pick up the handset 2 Press Feature 6 468 The Display Panel prompts you to enter the remote telephone number 3 Enter the extension of the telephone whose ca...

Page 59: ...hunt group in which all members are fax machines Incoming faxes are routed to an available fax machine Depending on the type of hunt group configured if no fax machine is available pending faxes may...

Page 60: ...routed If the call is not answered the call rings at the telephone of the next member in the group list For example if A B C and D are all available and member B received that last call the next call...

Page 61: ...hat is the member s personal call coverage point If you are a hunt group member and you enable Do Not Disturb personal non Hunt Group calls go to your call coverage point However hunt group calls alwa...

Page 62: ...group member s personal telephone settings for example Call Forward Call Coverage point and Do Not Disturb are not invoked on Hunt Group calls An external call to a private user someone not in the hu...

Page 63: ...ng calls can be directed to several telephones that have been associated into Automatic Call Distribution ACD groups A call center is a general term that refers to any system that accepts incoming cal...

Page 64: ...configure a linear ACD group a circular ACD group a calling group a MIA group a LCC group To illustrate the differences between ACD group types assume you have configured four members A B C and D for...

Page 65: ...Say the idle timestamp of A B C are t1 t2 and t3 respectively where t1 is later than t2 and t2 is later than t3 then the call is routed to C If all members are busy or logged out then the call will w...

Page 66: ...o log in till timeout reached Agents list starts at where it stopped in previous call Queues this call and waits for someone to get free till timeout reached Go to call coverage Go to call coverage Mo...

Page 67: ...ode and ACD group number logs you out You can also log in to and log out of an ACD group through the VCX User Interface see Viewing ACD Group Membership and Status To log in to an ACD group using a fe...

Page 68: ...igate through the voice mailbox options If an ACD group call is routed to a voice mailbox or Auto Attendant call coverage point but the routing fails for example because no ports are available the cal...

Page 69: ...rovide the capability to dial an emergency telephone number even when the telephone is not logged in to a VCX system The telephone must be properly configured connected to an operational VCX system an...

Page 70: ...sing the VCX User Interface You can use the VCX User Interface to access and manage advanced VCX telephone features change your web login password and modify your personal account information The VCX...

Page 71: ...click Help to launch the VCX User Interface online Help system The following list provides a brief description of the features you can manage on each tabbed page For detailed information refer to the...

Page 72: ...Bridged Extensions for additional information This feature is not supported on Basic 3101 phones You should not bridge an extension to a Basic telephone Model 3101 because these phones have no program...

Page 73: ...Privacy Allows you to control whether the VCX system sends your Caller ID when you make a call See Controlling Caller ID Call Restrictions Allows you to block incoming and outgoing calls that match sp...

Page 74: ...forwarded call that is not answered at the forwarding destination falls back to your extension s coverage This call coverage point must be either voice mail or Auto Attendant the call cannot fall bac...

Page 75: ...he Call Forwarding Fall Back option can only be enabled when the call coverage is set to the Send to Voice Mail option The Call Forwarding Fall Back option must be disabled if the Send to Number or No...

Page 76: ...you are bridging your extension to their phones With a bridged line the VCX User Interface Selective Ringing feature allows you to change the default ring tone to one of 27 ring tones delay the ring...

Page 77: ...ade to the primary phone s extension but cannot make calls using the buttons that are associated with the primary telephone In fact the buttons on the secondary telephone associated with the primary t...

Page 78: ...in use on the primary a call is forwarded to the Call Forward Busy destination configured for the primary phone Topics in this section describe how bridged calls are handled when certain VCX features...

Page 79: ...e user disables Do Not Disturb while the call is ringing the call does not start ringing on the primary Do Not Disturb is enabled only for subsequent calls This is also true for a secondary telephone...

Page 80: ...ress a free SA line to transfer the call from a BSA line to a SA line Or a call connected on a SA line can be transferred from the SA line to its BSA line A secondary telephone user however can only t...

Page 81: ...ry or a secondary telephone can belong to an ACD group If a primary telephone is a member of an ACD group a call coming to the ACD group rings on an SA line on the primary phone A secondary telephone...

Page 82: ...79 1 From any screen click the Log Out button just above the copyright notice The Login screen appears 2 Close your web browser...

Page 83: ...ts of assignments 1 through 50 and 51 through 100 To toggle between the two sets of assignments press the Shift button Your administrator can assign features to each Access button Possible features in...

Page 84: ...Not mapped to a button by default your administrator can map Attendant Serial Call to any of the four buttons See Serial Transfer 5 Labels You can print labels for your Attendant Console by using the...

Page 85: ...to start the LabelMaker program 4 Find the page in the LabelMaker that has labels for your attendant console 5 Edit the label template by clicking any of the label text boxes to highlight the existin...

Page 86: ...83 Blinking quickly Dialing an emergency call...

Page 87: ...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 3101 Basic Telephones...

Page 88: ...mputer 4 Handset connector 5 Headset connector 3102 and 3103 only 6 Tabs for the support bracket For information about the underside of each VCX Telephone and for information about how to connect any...

Page 89: ...to all telephones Figure 14 Attaching the Support Bracket 1 2 3 To attach the support bracket 1 snap the bracket into the mounting supports 2 on the bottom of the telephone After you connect the cable...

Page 90: ...eate and print labels see Printing Labels on page 114 Figure 17 3105 Attendant Console Label Cover Tabs After you print the labels and then cut them out remove the plastic cover from the Attendant Con...

Page 91: ...lectrical shock Troubleshooting Problems Table 8 lists possible problems that you may encounter and the most likely solutions Where possible each solution refers to the section in this guide where you...

Page 92: ...ure My telephone is not forwarding my incoming calls to my voice mailbox Verify that you have activated the Forward to Voice Mail feature For details see Forwarding Calls to Voice Mail On my VCX Busin...

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