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ELEPHONE

NSTALLATION

AND

AINTENANCE

This chapter covers these topics:

■

Connecting the Telephone

■

Moving Your Telephone

■

Swapping Telephones

■

Cleaning Your Telephone

■

Troubleshooting Problems

Connecting the
Telephone

Although the connector layout varies between telephones, all 3Com
Telephones 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 Attendant Consoles

■

Older 3Com telephones that include “PE” in the part number

Switch port for connecting a computer or other network device, such as a
3Com Attendant Console, to the network.

Handset connector.

Headset connector. 3Com 3102 and 3103 only.

Summary of Contents for NBX 900-0208

Page 1: ...http www 3com com Part Number 900 0208 Published April 2005 NBX Manager s Telephone Guide NBX Networked Telephony Solutions System Release 5 0...

Page 2: ...CENSE 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 th...

Page 3: ...BX NetSet Utility 16 Quick Reference Guides 17 2 3COM 3103 MANAGER S TELEPHONE Telephone Buttons and Controls 19 Programmable Access Buttons 22 Status Lights for Access Buttons 23 Display Panel 23 Dis...

Page 4: ...or Urgent 39 Other Ways to Manage Your Voice Mail Messages 40 Other Kinds of Mailboxes 40 Greeting Only Mailbox 40 Phantom Mailbox 41 Group Mailbox 41 4 STANDARD FEATURES Answering a Call 43 Caller ID...

Page 5: ...ting Speed Dial Lists 63 Printing Labels 63 Off Site Notification 64 Managing Off site Notification Using the Telephone 68 Do Not Disturb 68 Preventing Unauthorized Use of Your Telephone 70 Telephone...

Page 6: ...ent 89 Interactions 89 Call Park 90 Paging 91 Paging the System 92 Paging Zones 92 Configurable Operators 93 How Configurable Operators Work 93 Configuring the Operators 94 Using Message Waiting Indic...

Page 7: ...ns 110 Feature Buttons 110 Attendant Console Labels 113 Opening the 3105 Attendant Console Label Cover 113 Complement Attendant Software 114 Managing Calls 115 A TELEPHONE INSTALLATION AND MAINTENANCE...

Page 8: ...8...

Page 9: ...3Com 3103 Manager s 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...

Page 10: ...Attendant Console and Complement Attendant Software Chapter 8 Telephone maintenance and troubleshooting information Appendix A References to all topics in this book Index Table 2 Common Terms Term Def...

Page 11: ...NBX Feature Codes Guide by clicking the icons at the bottom of the screen You can view the Quick Reference Guide for your telephone by clicking the Telephone Quick Reference button The NBX NetSet uti...

Page 12: ...l comments about this guide or any of the 3Com NBX documentation and Help systems to Voice_TechComm_Comments 3com com Include the following information with your comments Document title Document part...

Page 13: ...the NBX Feature Codes Guide in the NBX NetSet utility 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 d...

Page 14: ...ord 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 NetS...

Page 15: ...telephone User As a telephone user you log in to the NBX NetSet utility with your own system ID your extension and password to View and change your telephone s personal settings such as speed dials ri...

Page 16: ...r the Feature Code sequence See Table 4 earlier in this chapter 2 Click User to log in as a user The password dialog box appears 3 Type your NBX NetSet utility user identification always your 3 digit...

Page 17: ...NetSet utility See Starting the NBX NetSet Utility earlier in this chapter 2 Click Telephone Quick Reference The quick reference guide that pertains to your telephone appears Adobe Acrobat Reader 5 0...

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

Page 19: ...able Access Buttons Status Lights for Access Buttons Display Panel For how these features work on an analog telephone that is connected to the NBX system click the NBX Feature Codes Guide icon below a...

Page 20: ...in your voice mail mailbox You can also use it to access these items Voice mail messages Directories of people s names and numbers Logs of your recent incoming missed and outgoing calls Features 3 Ri...

Page 21: ...three additional internal parties external parties or both See Establishing a Conference Call in Chapter 4 13 Redial button Redials the last telephone number or extension that you called See Redialin...

Page 22: ...buttons answer incoming calls retrieve calls on hold or start new calls Programmable Access Buttons Figure 2 shows the 8 programmable Access buttons on the 3Com 3103 Manager s Telephone Your administ...

Page 23: ...ls is called a System Appearance button The light beside each System Appearance button indicates the status Display Panel Use the 3Com Manager s Telephone display panel to dial numbers and manage call...

Page 24: ...uttons up and down buttons move items up and down in the display if there are more than three calls or list items to be displayed Arrows in the display show if there are more calls or items above or b...

Page 25: ...y buttons on the telephone by pressing the Features soft button See Using Feature Codes in Chapter 7 for a list of all features You can access these features either by entering the Feature Code on the...

Page 26: ...26 CHAPTER 2 3COM 3103 MANAGER S TELEPHONE...

Page 27: ...boxes NBX Messaging Components 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...

Page 28: ...n Chapter 5 With a touch tone telephone you are able to bypass system messages using option buttons if you are configuring passwords and greetings However you cannot bypass voice mail messages in this...

Page 29: ...se which to use from the telephone You can also review delete or choose which to make active with the NetSet utility If appropriate you may also want to change the greeting for an extension that is a...

Page 30: ...ssword 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...

Page 31: ...phone 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 Table 6 for th...

Page 32: ...buttons to manage your messages Table 6 Managing Messages Play or repeat a message Save the message Delete the message from your mailbox You cannot retrieve a message after you delete it Reply to the...

Page 33: ...the originator but you cannot forward the message to others To reply to a message after you listen to it 1 Press 4 If the message has been sent to more than one person press 1 to reply only to the se...

Page 34: ...ber of the recipient A speed dial number See Speed Dials in Chapter 5 A voice mail group list number See Using Voice Mail Group Lists later in this chapter A site code plus extension to send to a user...

Page 35: ...mber of the recipient A speed dial number See Speed Dials in Chapter 5 A voice mail group list number See Using Voice Mail Group Lists later in this chapter A site code plus extension to send to a use...

Page 36: ...hip of each group through the NBX NetSet utility To view System Voice Mail Groups 1 Log in to Netset NBX Messaging System Group List A list of System Group IDs and Names displays 2 To view the members...

Page 37: ...nu OR hang up To create a Personal Voice Mail List through the NBX NetSet Utility 1 Log in Netset NBX Messaging Personal Group List You see a list of your current personal voice mail groups with Group...

Page 38: ...user on another NBX system 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 for your organization see your administrator...

Page 39: ...lete your changes To delete a Personal Voice Mail Group from the NBX NetSet utility 1 Log in Netset NBX Messaging Personal Group List You see a list of your current personal voice mail groups 2 Select...

Page 40: ...BX NetSet NBX Messaging Greeting Only Mailbox Examples When you take an extended leave of absence you can create a personal greeting with your scheduled date of return and whom to call during your abs...

Page 41: ...ected to your NBX system If you are an employee who lives a long distance from your office and works from home customers and others can leave messages in the your phantom mailbox and you can call in t...

Page 42: ...42 CHAPTER 3 NBX MESSAGING...

Page 43: ...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...

Page 44: ...next to the new call on the display You are connected to the new call 3 To return to the earlier call press the Left soft button corresponding to the earlier call on the display Using the 3Com Telepho...

Page 45: ...a speed dial list 3 When you are finished hang up the handset If you pressed the Speaker button press it again to end the call Or you can press the Release button For details about placing calls to re...

Page 46: ...ion Groups Hunt Groups and Calling Groups in Chapter 6 When you specify call forwarding you specify the call coverage point and the condition under which to forward calls Call Coverage Points Your cal...

Page 47: ...n set call forwarding using feature codes On the 3Com Manager s Telephone you can also set call forwarding from the display panel Use the NetSet utility to see your call forwarding settings Your admin...

Page 48: ...ttings and see Forward All Calls to VM Call Forward No Answer To set Call Forward No Answer on a 3Com Manager s Telephone 1 Press the Features soft button 2 Scroll to Call Forward No Answer 3 Press Se...

Page 49: ...he Enter soft button or to accept it Otherwise dial the number that you want to forward calls to and press the Enter soft button or To cancel Call Forward All 1 Press the Features soft button 2 Scroll...

Page 50: ...that you choose may be limited by your call permissions To view your permissions see NBX NetSet User Information Call Permissions The check box below Forward phone number specifies where you want to f...

Page 51: ...nditions 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 I...

Page 52: ...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...

Page 53: ...necessary 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 a...

Page 54: ...fer button and hang up OR press the Complete soft button If you press the Transfer or Complete button too soon after you dial the number the transfer might not occur On a 3Com Manager s Telephone you...

Page 55: ...e and places the first party on hold 3 Dial a call to an internal or external third party OR choose a number from the Directory or Speed Dial list For an announced conference wait for the third party...

Page 56: ...Telephone Buttons and Controls in Chapter 2 for the 3103 Manager s Telephones Disconnecting the Last Person That You Called Use the Conference Drop feature to disconnect the last person that you add t...

Page 57: ...inging until the volume is at the level that you prefer To read how ringer volume is different from ringer tone see Ringer Tones in Chapter 5 Handset Volume To raise or lower the volume of the dial to...

Page 58: ...58 CHAPTER 4 STANDARD FEATURES...

Page 59: ...X 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 in...

Page 60: ...nger Tones 3 Click each of the nine Sample Ringer Tone buttons to hear the choices 4 From the Ringer Tone Setting pull down list select the number of the tone that you want 5 Click Apply Speed Dials T...

Page 61: ...de all of your changes to the personal speed dials click Apply and then click Close To use a personal speed dial 1 Pick up the handset Or you can press the Speaker button 2 Press the Feature button pl...

Page 62: ...d dial on an available Access button 1 Log in to NBX NetSet Speed Dials One Touch 2 Any box that has an asterisk in the margin is available for a personal or system wide speed dial In any of the aster...

Page 63: ...ed Dials 2 Choose Telephone Labels or Attendant Console Labels Save the file to your choice of location on your PC and then open the file to start the LabelMaker program 3 Find the page in the LabelMa...

Page 64: ...tions To configure off site notification for your NBX voice mailbox 1 In NBX NetSet NBX Messaging Off Site Notification look for the System and Group columns in the upper right corner If the columns s...

Page 65: ...pts When you choose to be notified by e mail message the NBX system sends you an e mail message for each voice mail message that you receive The voice message may be attached to the e mail message as...

Page 66: ...ication 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 notifica...

Page 67: ...ail 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...

Page 68: ...ult call coverage point without ringing You set the default call coverage point by logging in to NBX NetSet User Information Call Forward Default See Forwarding Incoming Calls in Chapter 4 If Call For...

Page 69: ...is part of an ACD group a hunt group or a calling group incoming calls to the group ring on your telephone Calls coming in directly to your telephone not directed to the group do not ring on your tel...

Page 70: ...ss Select 4 Enter your voice mail password and press You can also use the Feature Code 432 to turn Locking on and off Additional Notes When Telephone Locking is activated a person using your telephone...

Page 71: ...ng distance telephone calls cannot be dialed from it 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...

Page 72: ...all calls on the 3Com Manager s Telephone and 3102 Business Telephone 1 Plug the headset connector into the headset jack on the underside of the telephone See Figure 10 in Appendix A for the location...

Page 73: ...a long time for instance overnight 3Com recommends that you set the mute and headset buttons on the amplifier to Off and hang up the handset on your telephone When you are ready to receive calls agai...

Page 74: ...ALIZING YOUR TELEPHONE To cancel Hands Free Active on Intercom 1 Press the Features soft button 2 Scroll to Handsfree 3 Press Select You can also use the Feature Code 100 to turn Hands Free Active on...

Page 75: ...ice Bridged Extensions Delayed Ringing Using Pulse Dialing Additional Applications Security Note Several of the features described in this chapter include configuring a telephone line to appear on mor...

Page 76: ...headset or a sound card with either speakers or headphones When you delete the e mail message that contains the attached voice message you are not deleting the voice message on the NBX system To dele...

Page 77: ...if the account code is incorrect you may have to dial the phone number press dial the correct account code and press again To enter an account code at any time before or during an incoming or outgoing...

Page 78: ...aller ID information to outside parties when you dial a call Your administrator must enable this feature called Calling Line Identity Restriction CLIR on the NBX system If this feature is enabled syst...

Page 79: ...90 to turn CLIR on and off 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...

Page 80: ...Scroll to Pickup Directed 3 Press Select 4 Dial the extension of the ringing telephone and press Using One Touch Pickup 1 Pick up the handset 2 Press the Access button that your administrator has ass...

Page 81: ...gh your extension go to the call coverage point that you have set up Through an automatic call distribution group hunt group or calling group follow the call coverage path set up by the administrator...

Page 82: ...User Information ACD Groups 2 Select the ACD group to log in to 3 Click Log In and then click Close If you log in to an ACD group and do not answer a call when it rings on your telephone the system ma...

Page 83: ...ut a selected group Viewing ACD Group Status Details Click Detail in NBX NetSet User Information ACD Groups to show more detailed information about the agents of this ACD group Click each column headi...

Page 84: ...hunt group you are always part of that group along with the other group members If you are in a dynamic hunt group you must log in to the group to be part of it To log in to a dynamic hunt group using...

Page 85: ...utility 1 Log in to NBX NetSet Hunt Groups 2 Select the hunt group to which you want to log in 3 Click Log In and then click Close If you log in to a dynamic hunt group and do not answer a call when i...

Page 86: ...unt Groups select a group 2 Click Details Supervisory Monitoring Supervisory monitoring is typically used in call centers to allow supervisors to join a conversation between an agent and a customer to...

Page 87: ...Basic Telephone or an analog telephone Customers are people who make an incoming call to an ACD or Hunt Group number It can be an internal or external caller Monitor allows the supervisor to listen t...

Page 88: ...m 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 first be monitoring the call To whisper to an agent 1 Monitor the...

Page 89: ...extension number of the agent and select OK or press 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...

Page 90: ...or privacy and transferring the call does not give you enough time to retrieve it When you park a call you assign it a Call Park extension which anyone can use to retrieve it Table 7 lists the default...

Page 91: ...e Call Park extension that was assigned to the call Paging Paging is the general term used to describe the act of broadcasting a voice message through audio speakers You can Page all extensions with s...

Page 92: ...and the P A system simultaneously Zone extensions are configured by the administrator To discover the page zone extensions on your system 1 Log in to NBX NetSet Personal Information User Information P...

Page 93: ...nistrator 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...

Page 94: ...permissions to configure the System Operator and the Personal Operator appear in the User Information window Configuring the Operator Destinations To configure your own destinations for System and Pe...

Page 95: ...light on the target telephone if it is not already lit and leaves your telephone number as a callback number You cannot send an MWI message to Telephones that do not have an MWI Retrieve button enable...

Page 96: ...MWI Messages Press the MWI Retrieve button to turn off the MWI light until you receive another MWI message It does not delete the MWI message Messages remain in your list until you explicitly delete...

Page 97: ...configured for MWI Cancel or use Feature 413 Dialing a Call to a Remote Office You can dial calls between sites in your organization that are separated geographically but that are linked by a Wide Are...

Page 98: ...followed by the extension at the site For example as shown in Figure 6 to call someone in Atlanta a user in Chicago dials the site code 62 and then the appropriate extension 1000 through 3999 To reach...

Page 99: ...s that are made to the primary telephone s extension but you cannot make calls using the buttons that are associated with the primary telephone The administrator can create bridged extensions on Any 3...

Page 100: ...ming 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...

Page 101: ...rom pulse to tone DTMF for the remainder of the call When you hang up the port you were using on the Analog Line Card reverts to pulse dialing mode You can also use Feature Code 891 to switch from ton...

Page 102: ...s are available on the NBX Resource Pack CD NBX Call Reports NBX TAPI Service Provider NBXTSP NBX Desktop Call Assistant Complement Attendant Software Palm Dialer pcXset Soft Telephone NBX Media Drive...

Page 103: ...her 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 administrato...

Page 104: ...e features are persistent that is each one remains active until you turn it off as described in Table 9 If you forget which of the persistent features you have activated on your telephone log in to NB...

Page 105: ...ou want Table 9 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...

Page 106: ...gnal 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 Ot...

Page 107: ...lephone Display Panel in Chapter 4 Release F 111 Using a Headset in Chapter 5 Show Lists F 460 Displays lists for you to scroll through and select Speaker On Off F 104 Speak except 2101 and 3101 and l...

Page 108: ...108 CHAPTER 7 FEATURE CODES...

Page 109: ...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...

Page 110: ...strator 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 Pa...

Page 111: ...ern 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 Res...

Page 112: ...nsole Figure 8 3Com 1105 Attendant Console 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 ligh...

Page 113: ...ransfer in Chapter 4 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 6 7 Hold button Places a caller o...

Page 114: ...Field Purpose Display Panel Displays Caller ID information name and extension number the status of a call and the duration of the call The number of calls displayed depends on the number of access lin...

Page 115: ...the Help system in the software Table 11 Attendant Software Buttons and Keyboard Shortcuts Button Purpose Keyboard Shortcut Answer Answers an incoming call Alt A Dial Dials a selected number to place...

Page 116: ...116 CHAPTER 8 3COM 3105 AND 1105 ATTENDANT CONSOLES...

Page 117: ...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...

Page 118: ...tor 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 inc...

Page 119: ...es 3Com 3105 Attendant Console 3Com 3103 Manager s Telephone Figure 11 Figure 12 and Figure 13 show the 3Com 3102 Business Telephone The instructions apply to all of these devices Figure 11 Attaching...

Page 120: ...ab rotate the bracket to the position that you want and then release the lock tab Figure 13 Wall Mounting 1 Bottom supports When you mount a device on a wall attach the support bracket and adjust it s...

Page 121: ...unplug the telephone before you clean it could result in electrical shock Troubleshooting Problems Table 12 lists possible problems that you may encounter and the most likely solutions Where possible...

Page 122: ...outside lines are available Try again in a few minutes After I call another user in my organization I hear a tone but no ringing The other user may have the Hands Free Active on Intercom feature enabl...

Page 123: ...hich the ringing telephone belongs does not allow nonmember pickup See Call Pickup in Chapter 6 My telephone keeps ringing after I pick up the handset Your telephone may have lost connection to the sy...

Page 124: ...124 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE...

Page 125: ...internal and external ID 77 unauthorized outbound calls 70 bracket 3103 telephone support 119 branch offices calling 97 bridged extensions 99 100 broadcasting announcements 91 92 busy line call forwar...

Page 126: ...delayed ringing 100 dial tone 103 troubleshooting a 3Com Telephone 121 dialing calls other methods 45 redial 46 release with headset 72 switching from pulse to tone 100 direct mail transfer feature co...

Page 127: ...navigation 16 shortcuts 16 icons display panel locked telephone 70 incoming calls ACD groups 81 answering 43 calling groups 83 forwarding directly to another user s mailbox 54 hunt groups 83 transferr...

Page 128: ...er s Telephone 21 MWI See message waiting indicators N name announcement changing 29 setting the first time 14 NBX Messaging 27 NBX NetSet password changing 14 forgotten 14 initial 14 16 overview 28 N...

Page 129: ...all forwarding 46 ringer tone choosing 60 volume 57 ringing delayed 100 Do Not Disturb 68 RJ 11 jack caution avoiding use with 3Com Telephones 118 RJ 45 jack caution using instead of RJ11 118 S scroll...

Page 130: ...111 transferring calls 53 feature code 107 troubleshooting introduction 117 list of possible problems 121 U unauthorized use of telephone preventing 70 urgent messages 39 user configuration 25 user de...

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