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Silent Monitor and Barge In

75

 

Silent Monitor and 
Barge In

The VCX system supports Silent Monitor and Barge In. These two features 
are typically used in call centers to allow supervisors to listen to (monitor) 
and optionally join (barge in) a conversation between an agent and a 
customer to ensure proper customer support. Unless the supervisor 
barges in, neither the agent or the customer are aware that the 
supervisor is monitoring the call. 

To invoke Silent Monitor, the supervisor enters a feature code followed by 
the extension to be monitored (see 

Monitoring a Call

). The supervisor, in 

this case, is defined as a user who is allowed to invoke the Silent Monitor 
feature for that particular extension. Permission to monitor one or more 
extensions is configured through the VCX Administrator Interface (see 
the 

VCX Administration Guide

). The supervisor must use a telephone with 

a Display Panel (not a 3Com Model 3100 Entry Telephone). If a supervisor 
attempts to monitor an extension without permission, the supervisor 
hears an error tone and the LCD shows 

Unauthorized

. The supervisor 

and the monitored agent can be located at different sites.

If a supervisor attempts to monitor an agent’s extension, the supervisor 
telephone LCD will display the error message 

no calls to supervise

 if:

■

The agent is not logged in.

■

The agent is not on a call.

■

The agent is currently monitored by another supervisor.

While in Silent Monitor mode, the supervisor can join the conversation by 
entering the feature code for Barge In. After barging in, the supervisor 
can return to Silent Monitor mode by reentering the Silent Monitor 
feature code. See 

Barging In

.

A user can ensure a private call by blocking Silent Monitor and Barge In. 
To make a private call, the user enters a feature code before dialing the 
call.

Note the following Silent Monitor and Barge In 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 supervisor will be disconnected from the session.

Summary of Contents for VCX

Page 1: ...http www 3com com Part Number 900 0511 01 Rev AA Published April 2008 VCX Business Telephone Guide VCX Connect IP Telephony Solution System Release 8 0 ...

Page 2: ...ile named LICENSE 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 na...

Page 3: ...L 3102 Buttons and Controls 16 Access Buttons 19 Status Lights 20 Assigning Model 3102 Access Button Functions Using the TUI 21 Default Model 3102 Button Assignments 21 Viewing and Changing Speed Dial Button Information 23 3 3105 ATTENDANT CONSOLE 3105 Attendant Console 26 Access Buttons 26 Feature Buttons 26 Printing Labels 28 Attendant Console Status Lights 29 4 BASIC TELEPHONE OPERATION Logging...

Page 4: ...a Headset 40 Returning to the Headset After a Long Delay 41 Putting a Call on Hold 41 Music on Hold 41 Dialing a New Call While on a Call 42 Answering a New Call While on a Call 42 Transferring a Call 42 Unattended Transfer 42 Attended Transfer 43 Serial Transfer 43 Mapped Button Method 43 Serial Transfer Feature Code Method 44 Muting Calls 44 Mute Ringer 44 Activating Do Not Disturb 45 Activating...

Page 5: ...Waiting 65 Speed Dialing 65 Configuring Personal Speed Dial Numbers 66 Editing Personal Speed Dial Numbers 67 Dialing Personal Speed Dial Numbers 67 Dialing System Speed Dial Numbers 68 Call Forwarding 69 Call Forward Ring No Answer 70 Call Forward Busy Line 70 Call Forward Universal 70 Call Park 71 Paging 72 Paging a Group 72 Call Pickup 73 Directed Call Pickup 73 Group Call Pickup 74 Call Pickup...

Page 6: ...oice Mail and Bridged Line Calls 100 Call Transfer Call Conferencing and Bridged Line Calls 100 Call Park and Bridged Line Calls 101 Call Pickup and Bridged Line Calls 101 Attendant Console and Bridged Line Calls 102 Hunt Groups and Bridged Line Calls 102 Message Waiting Indication and Bridged Line Calls 102 Personal Speed Dial Access Buttons 102 Logging Out 103 A TELEPHONE INSTALLATION AND MAINTE...

Page 7: ... connection Your telephone is connected to the 3Com system through an RJ45 Ethernet connector instead of through an RJ11 telephone connection Your telephone will not work unless it is connected correctly For information about installing your telephone see the packing sheet that came in the box with your telephone The model number is on the underside of the telephone Contact your administrator if y...

Page 8: ...ata or potential damage to an application system device or network Warning Alerts you to potential personal injury Table 2 Text Conventions Convention Description Screen displays This typeface represents information as it appears on the screen Commands The word command means that you must enter the command exactly as shown and then press Return or Enter Commands appear in bold Example To remove th...

Page 9: ...o this location http csoweb4 3com com VCX vcx_doc cfm Comments Send e mail comments about this guide or about any Voice product documentation to Voice_Techcomm_comments 3com com Include the following information with your comments Document title Document part number found on the front page Page number Your name and organization optional Example VCX Business Telephone Guide System Release 8 0 Part ...

Page 10: ...10 ABOUT THIS GUIDE ...

Page 11: ...neral description of your VCX telephone and describes the steps you must complete to use your phone This chapter includes the following topics VCX Telephone Overview Initial Voice Mailbox Setup Configuration Options Additional Information Sources ...

Page 12: ...phone such as telephone button functions making and forwarding calls and speed dialing In addition your account includes a voice mailbox Voicemail features are provided by 3Com IP Messaging software These features such as listening to or sending messages are described in the IP Messaging guide associated with your messaging system See Additional Information Sources The settings on your telephone i...

Page 13: ... a personal greeting Note that the password you use to access your voice mailbox is not the same password you use to log in to your telephone When you change the default voicemail password in the following procedure you do not change the telephone login password To initialize your mailbox 1 Lift the handset 2 Press the message button on your telephone see the chapter in this guide that describes t...

Page 14: ...making calls and putting a call on hold is described in Chapter 4 Features that must be configured such as speed dialing and call forwarding are described in Chapter 6 Feature codes are described in Chapter 5 The VCX User Interface is a web browser based application that allows you to manage your user account and VCX telephone Most of the options available through this interface are also available...

Page 15: ...2 Business Telephone This chapter includes the following topics Buttons and Controls Access Buttons Status Lights Assigning Model 3102 Access Button Functions Using the TUI For information about the 3105 Attendant Console see Chapter 3 To verify the model number of your telephone refer to the label under the telephone ...

Page 16: ...ct Use this button to select a displayed item For example you can use this button to automatically dial a previously placed or received call or a missed call Back Use this button to move the cursor backwards one space and delete the current space You can also use this button to sort displayed items Exit Use this button to exit the currently displayed option 2 Message Waiting Indicator MWI When lit...

Page 17: ...figured at the telephone or through the VCX User Interface which is accessed through the web see Chapter 7 Advanced Settings Configures network parameters CAUTION This option is for administrator use only Unauthorized modification of these parameters will disconnect your telephone 4 Scroll buttons Up Down Left Right Use the Up and Down buttons to scroll through items in the Display Panel The Left ...

Page 18: ... red as long as this option is enabled 16 MSG Message button and Message Waiting Light Press this button to access your messages through the voice mail system refer to the IP Messaging Module User Guide for information on messaging The light next to the MWI light remains red as long as there is at least one new unreviewed message voice e mail or fax in your mailbox or in a mailbox monitored by you...

Page 19: ...he button functions Ask your administrator for more information You can view and change button assignments through the Telephone User Interface see Assigning Model 3102 Access Button Functions Using the TUI or the VCX User Interface see Assigning Access Button Functions Using the VCX User Interface Figure 2 Access Buttons Access buttons have the following default settings 1 The first three buttons...

Page 20: ...gs 13 Feature button Allows you to access features that are not assigned to an Access button on your telephone For more information on feature codes see Chapter 5 14 Local Directory Lists in the Display Panel all the users in your organization and their extensions You can use the Soft Buttons to sort the list and select an entry Selecting an entry automatically dials the extension See Viewing the ...

Page 21: ... if the button function requires additional information for example a speed dial number or a call forward destination number you can choose the values for the parameters There are two exceptions BLF Busy Lamp Field Displays the status of another user s telephone When you press the button associated with the BLF status light the BLF function calls the other user s telephone System Speed Dial Dials ...

Page 22: ...ion in its column Table 4 3Com Default Button Mappings for the Model 3102 Telephone Left Column Button Number Feature Additional Information 9 Personal Speed Dial 1 First personal speed dial number 8 Personal Speed Dial 2 Second personal speed dial number 7 Personal Speed Dial 3 Third personal speed dial number 6 Personal Speed Dial 4 Fourth personal speed dial number 5 Personal Speed Dial 5 Fifth...

Page 23: ...ress the button associated with the speed dial type 4 Use the Scroll Down button to view the speed dial numbers To change the personal speed dial number refer to Editing Personal Speed Dial Numbers Table 5 3Com Default Button Mappings for the Model 3102 Telephone Right Column Button Number Feature Additional Information 10 Headset Enable Disable None 11 Do Not Disturb None 12 Call Forward All Dest...

Page 24: ...24 CHAPTER 2 VCX BUSINESS TELEPHONE MODEL 3102 ...

Page 25: ... representatives and others who receive a high volume of telephone calls or who make frequent calls to the same telephone numbers This chapter includes the following topics 3105 Attendant Console A device that works along with VCX telephones 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 ...

Page 26: ...nment does not become effective until either the Attendant Console is rebooted or the telephone registration interval elapses The default registration interval is one hour 3600 seconds Status of external telephone lines Speed dials for user extensions Feature Buttons The four Feature buttons are programmed for four of the five most common features needed by a receptionist Call Transfer Call Hold C...

Page 27: ... telephone on the system See Call Park Attendant Serial Call button Enables you to send a call to another telephone like Transfer but the call rings back to you when the destination hangs up You can perform another transfer or other action 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 ...

Page 28: ...ns 1 through 5 The bottom four buttons are always the Feature buttons The second column of nine buttons correspond to Access buttons 6 through 14 The third column of nine buttons correspond to Access buttons 15 through 23 The fourth column of nine buttons correspond to Access buttons 24 through 32 The fifth column of nine buttons correspond to Access buttons 33 through 41 The sixth column of nine ...

Page 29: ...o 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 run the file that you saved to your computer If you download the LabelMaker from the 3Com web site you always get the default version If you save the default version to the same place you saved an earlier edited...

Page 30: ...30 CHAPTER 3 3105 ATTENDANT CONSOLE ...

Page 31: ... includes the following topics Logging In to Your Telephone Answering a Call Making Calls Terminating Calls Using the Telephone Display Panel Controlling the Volume Using the Hands Free Feature Using a Headset Putting a Call on Hold Transferring a Call Muting Calls Mute Ringer Activating Do Not Disturb Activating Malicious Call Trace ...

Page 32: ... and the VCX User Interface online Help If you do not hear a dialtone and the Display Panel on your telephone shows the following information you are not logged in and cannot make calls Use Program btn to login Logged out from PBX To log in to your telephone 1 Press Program 5 6 For telephones without a Program button press Feature 410 5 6 The Display Panel shows Enter Password 2 Enter your passwor...

Page 33: ... on feature codes Changing Your Password You can change your password through the VCX User Interface see Chapter 7 This changes your password on the VCX call processor However your password is also stored locally on your telephone Changing your password through the VCX User Interface does not change the password stored on the telephone You must use the Telephone User Interface TUI and change the l...

Page 34: ...call on hold 2 Press the Access button for the line whose status light is blinking indicating a new call 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 Making Calls This section describes standard dialing features The VCX administrator can configure calling restrictions for some one or all the telephones ...

Page 35: ...utton 2 Dial the number or use the display panel to scroll to Placed Calls Received Calls or Missed Calls or a personal or system wide speed dial number If you have programmed one of the One Touch buttons press that button 3 When you finish speaking hang up the handset If you pressed the Speaker button press it again to end the call Making a Call to a Remote Office You can dial calls between sites...

Page 36: ... network For example the telephone in a conference room may be configured to prevent long distance telephone calls You may however need to place a long distance call during a meeting If the permissions included with the Class of Service on your telephone allow long distance calling you can use the Class of Service Override feature to apply your telephone features to the conference room telephone f...

Page 37: ...nt date and time and your extension number It can also show features that you have enabled For example if you enable the feature that forwards all incoming calls to your voice mailbox the Display Panel shows Fwd Voice Mail The Display Panel can also list telephone status messages Caller ID information if enabled and the number of new messages voice e mail and fax that you have in your mailbox If t...

Page 38: ...nreviewed messages in your mailbox and any other calls that you did not answer For example you can configure your default call coverage point to be no coverage In this case if you do not answer a call when the call terminates the caller hears a busy tone and the call is not forwarded or sent to your mailbox The Display Panel on your telephone shows Missed 1 If you press the first button below the ...

Page 39: ...ntrol button repeatedly while your telephone is ringing until the volume is at the level that you prefer Handset Volume To raise or lower the volume of the dial tone and the voice level of your callers lift the handset then press the up or down Volume Control buttons repeatedly until the volume is at the level you prefer You can change the volume during a conversation or by listening to the dial t...

Page 40: ...idged Line Calls for additional information To enable or disable the Hands Free feature press the HANDS FREE button or the button on the telephone before calls arrive The red light next to the button comes on enabled or goes out disabled You can also enable and disable Hands Free by using Feature Code 100 See Feature Codes Using a Headset The Model 3102 Business Telephone has a headset jack locate...

Page 41: ...again set up the headset for receiving calls 1 Pick up the handset on your telephone and set it on your desk 2 Put on the headset 3 On the amplifier set the headset button to On Putting a Call on Hold To put a call on hold 1 While you are on a call press the Hold button This message appears in the Display Panel Hold 2 To return to the call press the Hold button again or press the appropriate Acces...

Page 42: ...phone to any other internal line For unattended or attended transfers if your call permissions allow you can send the call to an external line If your telephone is part of a bridged extension see Call Transfer Call Conferencing and Bridged Line Calls for additional information You can also transfer a call to another subscriber s voice mail See Transferring a Call to Another User s Voice Mail Unatt...

Page 43: ...e recipient does not want to take the call hang up the second call and go back to the first call by pressing the Access button on which the call originated b Does not answer because the line is busy or unreachable to return to the original call hang up the transfer call or press the mapped Release button to see the original call on Hold Then press the Hold button to return to the original call Ser...

Page 44: ...ed party s voice mailbox the calling party can press 99 to return to the attendant Muting Calls You can prevent callers from hearing you by turning off the telephone s microphone when you are using the handset or headset or when your telephone is in speaker phone mode To mute your telephone 1 While you are on a call press Mute The light next to the Mute button comes on Callers cannot hear you 2 To...

Page 45: ...our voice mailbox The call coverage point is set through the VCX User Interface see Chapter 7 When your telephone is in Do Not Disturb mode An incoming call does not cause your telephone to ring If you are logged in to multiple telephones using the same telephone number and one of the telephones enables Do Not Disturb the feature applies to all telephones an incoming call will not ring on any of t...

Page 46: ...ve a harassing or abusive call The calling party can be from either an external or internal source Malicious Call Trace cannot be invoked when you are on a conference call To activate malicious call tracing during a call press Feature 119 The Display Panel shows malicious call for 5 seconds The results of tracing a malicious call include the following actions Notification is sent to your network m...

Page 47: ...CX telephone to enhance the operation of your phone A feature code is a sequence of numbers you enter on the telephone keypad to enable a feature that is not mapped to a button This chapter includes the following topics Feature Code Overview Using Feature Codes Feature Codes ...

Page 48: ...l information is required the Display Panel prompts you However you can invoke some feature codes without pressing the Feature button by entering special feature code syntax with the telephone keypad See Using Feature Codes for information on both feature code entry methods The location of the Feature button depends on your telephone See the appropriate chapter in this guide for the location of bu...

Page 49: ...calls forwarded in this case 1001 Press OK or Enter the feature code and extension with a single command 467 1001 You must prepend the feature code with an asterisk and separate the feature code and extension with another asterisk Each element in a feature code command must be prepended with an asterisk Some features occur within the bounds of an existing call for example forwarding a call to the ...

Page 50: ...l Forward Busy Feature 467 then destination Or 467 destination See Call Forward Busy Line Call Forward Ring No Answer Feature 466 then destination Or 466 destination See Call Forward Ring No Answer Call Forward Universal Feature 465 then destination Or 465 destination See Call Forward Universal Call History Feature 462 See Viewing the Call Logs Call Park a Call Feature 444 then call park extension...

Page 51: ...ifications when entered during a call See Activating Malicious Call Trace Mute Feature 101 See Muting Calls Mute Ringer Feature 489 See Mute Ringer OK Feature 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 434 then current password Stores the password you use to log in to your telephone on th...

Page 52: ...or Block Feature 429 Allows an agent to make a private call by blocking an attempt to monitor the agent phone See Silent Monitor and Barge In Soft Button 1 Feature 105 Simulates pressing the Slct Select button to select an item in the Display Panel Soft Button 2 Feature 106 Simulates pressing the Back button Action depends on contents of the Display Panel Either moves the cursor left one position ...

Page 53: ... attended transfer see Transferring a Call Transfer to Voice Mail Enable Disable Feature 440 Or 440 When enabled transfers all calls to the voice mail See Forwarding Calls to Voice Mail Transfer to Another User s Voice Mail Feature 441 then destination Or Transfer then 441 destination then Transfer See Transferring a Call to Another User s Voice Mail User Directory Feature 461 Lists the users in t...

Page 54: ...et is in the cradle and the speaker is disabled adjusts the ring volume setting If the speaker is enabled adjusts the speaker volume setting If the handset is not in the cradle and the speaker is disabled adjusts the handset volume setting See Controlling the Volume Table 7 VCX Feature Codes Alphabetical by Feature or Task continued Feature Feature Code Entry Description ...

Page 55: ... chapter contains the following topics Viewing the Call Logs Viewing the User Directory Controlling Caller ID Setting up a Conference Call Camping on a Busy Extension Transferring Your Telephone Settings to Another Phone Forwarding Calls to Voice Mail Transferring a Call to Another User s Voice Mail Call Waiting Speed Dialing Call Forwarding Call Park Paging Call Pickup Silent Monitor and Barge In...

Page 56: ...For unviewed missed calls press 4 e To clear the all call logs press 5 f To reverse the order of the call logs press 6 Use the Scroll buttons to navigate through the list By default the Display Panel always starts with the oldest call in the category you select That is the oldest call appears first and the most recent call appears last You can change the order of the call logs so that the newest c...

Page 57: ... available through the VCX User Interface see Chapter 7 To view the User Directory use one of the following access options If you have a Business Telephone press the Directory button Press Feature 461 and select User Directory from the Main menu The Display Panel lists two options for the User Directory Press 1 to display the Local Directory Press 2 to display the Global Directory If the Global Di...

Page 58: ...all You can control these settings by entering the appropriate feature code Anonymous Now When enabled the system blocks your Caller ID to all dialed numbers and Anonymous displays on the destination phone Anonymous Next When enabled the system restricts Called ID information from displaying only on the next call that you make This setting only applies when Anonymous Now is disabled or the setting...

Page 59: ...be how the conference can drop the last member to join the conference and how to drop the entire conference Setting up an Unannounced Conference In an unannounced conference you conference in the person without notifying that person 1 While on a call press Conference or Feature 430 The system places your caller on hold 2 Dial the number of the person you want to conference in 3 Press Conference or...

Page 60: ...ed conference by initiating a conference call to another party or parties Those parties in turn can initiate another cascaded conference For example telephone P1 originator calls phones P2 P3 P4 P5 and P6 to establish a 6 party conference called C1 Telephone P3 then calls phones P7 and P8 Telephone P3 creates a cascaded conference and is the originator of a 3 party conference called C2 Conference ...

Page 61: ...ture allows you a call to a busy or an unanswered internal telephone and then be automatically called back when the destination telephone becomes available When you activate camp on the system monitors the called telephone When the extension can receive a call the system automatically dials your telephone using a priority ring or other audible ring tone that is different than your programmed ring ...

Page 62: ...u are transferring is put on hold 2 When the called extension becomes available the system calls the destination extension If Camp On expires before the destination becomes available the system calls you back and connects you to the person whose call you were transferring Transferring Your Telephone Settings to Another Phone This feature enables you to use any 3Com telephone attached to any VCX sy...

Page 63: ... all of the phones and is then sent to your voice mailbox If you enable forward to voice mail while one or more calls are ringing whether you are on hook or off hook the pending calls are sent to your voice mailbox and forward to voice mail is enabled for all subsequent calls If you are a Hunt Group member personal non Hunt Group calls go to your voice mailbox However Hunt Group calls always ring ...

Page 64: ...of the subscriber whose mailbox will receive the call The caller hears the mailbox greeting of the target subscriber but the subscriber s telephone does not ring Alternatively you can use the following procedure 1 While on a call press Transfer 2 Enter the transfer to another subscriber s voice mail feature code in the following format 441 extension For extension you can either enter the telephone...

Page 65: ...tton dials the call Personal Speed Dials With this type of speed dialing you map a number internal or external to a feature code value using the VCX User Interface To use a personal speed dial you press the Feature button and enter the appropriate feature code Feature code 601 plus 1 through 9 inclusive are available which allows you to use up to 9 personal speed dials Personal speed dials allow s...

Page 66: ...erface is deleted in the other interface Configuring Personal Speed Dial Numbers You set up speed dialing through the Telephone User Interface using the Program button Refer to the chapter that describes the buttons and controls on your telephone for the location of the available speed dial Access buttons To configure a speed dial number using the Program button and the Speed Dial menu 1 Press the...

Page 67: ...ersonal Speed Dial Numbers You can change or delete any personal speed dial number that you previously configured using the Telephone User Interface To change or delete a previously configured speed dial number 1 Press the Program button The Main menu appears 2 Press 3 to access the Speed Dial menu The Display Panel shows the configured number for example Speed dial 1 1001 To locate the speed dial...

Page 68: ...ou can also use the following method to dial a speed dial number on any VCX phone 1 Press the Program button The Display Panel lists the first speed dial for example Speed dial 1 1001 Use the up and down scroll buttons to locate the speed dial number you want to dial 2 Press the first soft button under the Display Panel Your telephone dials the number To exit the speed dial list in the Display Pan...

Page 69: ...ture 464 Call Forwarding This section describes how to enable and use call forwarding features set up through the Telephone User Interface TUI You can also configure and enable call forwarding through the VCX User Interface See Enabling Call Forwarding You can use the TUI on your telephone to specify Where you want your call to be forwarded The condition that results in the system forwarding a cal...

Page 70: ... forwarding destination falls back to your extension s coverage either voicemail or Auto Attendant See Enabling Call Forwarding Call Forward Ring No Answer To forward your calls to another extension when your extension is not answered 1 Press Feature 466 2 Use the keypad to enter the telephone number to which you want to forward your calls To disable Call Forward Ring No Answer repeat step 1 Call ...

Page 71: ...sted by your administrator If the call is not answered 5 minutes after it is parked the user who parked the call is called back If the user is not available the parked call is forwarded to the user s call coverage point If your telephone is part of a bridged extension see Call Park and Bridged Line Calls for additional information To park a call 1 While you are on a call press the Call Park button...

Page 72: ...send a page to that group you just need to know the extension for that group A page is subject to the following restrictions You cannot park transfer hold conference or pick up a page You cannot camp on a page group extension A page cannot be bridged see Enabling Bridged Extensions for information about bridging If you are sending or receiving a page you can drop the page by using the speaker butt...

Page 73: ...ickup group A Group Call Pickup group is a collection of phones that allow each member of the group to answer another member s calls Your administrator can also configure a Group Call Pickup group that allows non group members to answer a call ringing on a telephone in the group If your telephone is part of a bridged extension see Call Pickup and Bridged Line Calls for additional information Direc...

Page 74: ...long to the same call pickup group then any member of the group may answer the call Camp On A call pickup group member 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 and add it to the conference call Display Panel When you pick up a call the telephone...

Page 75: ...pervisor attempts to monitor an extension without permission the supervisor hears an error tone and the LCD shows Unauthorized The supervisor and the monitored agent can be located at different sites If a supervisor attempts to monitor an agent s extension the supervisor telephone LCD will display the error message no calls to supervise if The agent is not logged in The agent is not on a call The ...

Page 76: ...extension Bridge line connected calls can be monitored by selecting the extension of the connected party primary or secondary depending on who is connected Monitoring a Call Silent Monitor allows a supervisor to listen to calls that come in to an agent s extension The supervisor must be granted explicit permission by the VCX administrator to monitor one or more extensions If you have been granted ...

Page 77: ... session remains active Blocking Call Monitoring An agent can prevent a supervisor from monitoring an outgoing call This allows the agent to make private call Monitor blocking can be enabled for one call at a time That is an agent cannot enable the monitor blocking feature for all subsequent calls Furthermore this feature works for outgoing calls only the agent cannot block monitoring for an incom...

Page 78: ...alls must be forwarded to person B This feature enables person B to configure Call Forward Universal on the source telephone person A Note that person A can be at one site and person B can be at a different site The VCX administrator must authorize use of the Remote Call Forward feature The administrator can authorize you to remotely change the call forward options on one telephone or all the phon...

Page 79: ...te call forwarding on extension 1000 or 1001 On extension 1001 a Press Feature 468 b Enter the extension whose calls you no longer want to remotely forward in this case 1000 and press The Display Panel shows an empty FWD Universal Number field c Press again to disable the feature On extension 1000 press Feature 465 Hunt Groups Your administrator can establish formal and informal call centers so th...

Page 80: ...epending on the type of hunt group configured if no fax machine is available pending faxes may be queued until a machine becomes available or they may be sent to the call coverage point The method used to hunt for an available hunt group member is determined by an administrator configured call coverage pattern for that group Pattern types include linear circular and calling groups These patterns a...

Page 81: ...o on until the last member of the group is reached If no member is available the call is routed to the call coverage point immediately When the total timeout value configured for the group is reached or the last hunt group member fails to answer whichever happens first the call is routed to the call coverage point see the discussion of timeout values and call coverage points later in this section ...

Page 82: ...nistrator for information on timeout values and your hunt group s default call coverage point Table 8 summarizes how the three hunt group types route incoming calls Table 8 Hunt Group Behavior Condition Linear Hunt Group Result Circular Hunt Group Result Calling Group Result No members Go to call coverage Go to call coverage Go to call coverage All members logged out Go to call coverage Wait for a...

Page 83: ...n to your VCX system account before you can log in to a hunt group If you are not logged in to the VCX system which requires password authentication you cannot log in to a hunt group See the overview section for your telephone in this guide You log in to a hunt group by entering feature code followed by hunt group number If you are already logged in entering the same feature code and hunt group nu...

Page 84: ...nd taken off hold without losing the caller If a hunt group member puts a call on hold that member can receive other calls A hunt group caller on hold will hear hunt group Music On Hold A hunt group call can be parked and then picked up by any user on the same site If the VCX telephone has Hands Free enabled an incoming call to a hunt group will not be picked up automatically A hunt group member s...

Page 85: ...t status Use the up and down scroll buttons to navigate through the hunt group list The first line displays the name and number of the hunt group The second line displays your current status Press soft button 1 below the Display Panel to change your current login status Press soft button 2 or 3 below the Display Panel to exit from the hunt group display When you change your login status the Displa...

Page 86: ...e is not logged in to a VCX system The telephone must be properly configured connected to an operational VCX system and the region must support this service If the VCX system is not operational an emergency call can be routed optionally directly through a PSTN media gateway Contact your system administrator to determine the appropriate emergency number for your region ...

Page 87: ... through the application and subsequently on the telephone itself are described in more detail Your administrator determines whether the features in this chapter are available for your telephone or for the entire system Some of these features may not be available to you This chapter includes the following topics Accessing the VCX User Interface VCX User Interface Overview Enabling Call Forwarding ...

Page 88: ...art a VCX User Interface provisioning session To log in to the VCX User Interface 1 In your web browser s address bar enter the VCX User Interface web address and press Enter 2 On the 3Com VCX Connect Networked Telephony Solution window click User Interface The Login dialog box appears 3 In the Username field type your web login name 4 In the Password field type your web login password To clear th...

Page 89: ...ormation Displays name and address information that you can modify as necessary Also enables you to change the language type and the size of the font used in your telephone s Display Panel Web Login Allows you to change the password you use to access the VCX User Interface Directory Allows you to search a directory of other system users to find name and extension information The directory can be e...

Page 90: ...utton on your telephone If permitted by your administrator you can assign a new function to a button or assign a new value to a button function For example you could reprogram a button to add another personal speed dial or you could change the number dialed for an existing speed dial button See Assigning Access Button Functions Using the VCX User Interface for more information Registrations Lists ...

Page 91: ... flash by selecting Ringer Disabled in the Ring Tone drop down list You can also delay the ring of a bridged line telephone or hunt group extension for a specified number of seconds If you configure a selective ring pattern for a telephone extension of a configured bridged line or a hunt group that extension appears in the Hunt Group and Bridged Calls list When an extension appears in this list yo...

Page 92: ...is section describes how to enable and use call forwarding features set up through the VCX User Interface You can also configure and enable call forwarding through your phone s Telephone User Interface TUI See Call Forwarding You can use the VCX User Interface to set How long in seconds your telephone rings before the system forwards unanswered calls Where you want your call to be forwarded The co...

Page 93: ...er Interface To set up call forwarding log in to the VCX User Interface select the Calling Features option then access the Call Forwarding tabbed page Enable the appropriate forwarding conditions and click Save If you configure and enable any call forwarding option through the VCX User Interface the option becomes effective immediately Your administrator may prevent you from configuring Call Forwa...

Page 94: ...by entering the auto attendant number in the Send to Number box If an auto attendant is configured the Call Forwarding Fall Back option must be disabled No coverage If the No Coverage option is selected and a call is not answered the caller will hear a busy tone or an error message depending on the reason for the unanswered call If you enable Do Not Disturb on your phone calls will automatically g...

Page 95: ...o enable and use bridged extensions set up through the VCX User Interface The VCX system allows you to set up your extension so that other users can receive your calls at their phones Through the VCX User Interface you can grant permission to up to five other users to receive calls intended for your extension that is you are bridging your extension to their phones With a bridged line the VCX User ...

Page 96: ...xtension 1001 a Log in to the VCX User Interface select the My Extensions option then access the Button Mappings tabbed page b Map the bridged extension in this example extension 1000 to an System Appearance SA button either SA 4 SA 5 or both buttons and click Save You should not bridge an extension to a Basic telephone Models 2101 or 3101 because these phones have no programmable buttons Therefor...

Page 97: ... use on the primary phone If the light is on the bridged line is in use by either a primary telephone user or a secondary telephone user If the light is blinking quickly the bridged line is ringing on all primary and secondary phones If the light is blinking slowly on both phones the line has been put on hold by either the primary telephone user or a secondary telephone user This indicates a share...

Page 98: ... for the primary phone Topics in this section describe how bridged calls are handled when certain VCX features are invoked by the primary telephone user the secondary telephone user or both users Do Not Disturb and Bridged Line Calls If the primary telephone enables Do Not Disturb and a call rings on a secondary phone there is no call indication on the primary phone the telephone does not ring and...

Page 99: ...call is ringing it stops ringing and the SA light stops blinking but continues to ring on the primary If the primary telephone does not answer the call goes to the primary phone s Call Forward destination when the Call Forward Ring No Answer ring timeout value is reached If the primary and secondary telephone users both press the DND buttons while the call is ringing it stops ringing and the SA li...

Page 100: ... primary or secondary phones If a secondary telephone enables Forward to Voice Mail or Call Forwarding to another extension these settings affect only calls to the secondary telephone extension A bridged call rings on both the primary telephone and secondary phone If a call is ringing on the primary telephone and the secondary phone and the primary telephone user presses the Forward to Voicemail b...

Page 101: ...parked call rings back only on the telephone that parked the call For example if a primary telephone user parks a bridged call to a Call Park extension and no one picks up the parked call after 5 minutes the parked call rings back only on the primary telephone that parked the call The call does not ring back on a secondary telephone or on any other primary login instance When the primary telephone...

Page 102: ... SA line on the primary phone A secondary telephone cannot receive a hunt group call directed to a primary phone Message Waiting Indication and Bridged Line Calls A secondary telephone displays the Message Waiting Indication MWI of the primary telephone or telephones The display panel on the secondary telephone shows the total number of new and old messages from both the primary telephone and seco...

Page 103: ...ging Out 103 Logging Out To log out of the VCX User Interface follow these steps 1 From any screen click the Log Out button just above the copyright notice The Login screen appears 2 Close your web browser ...

Page 104: ...104 CHAPTER 7 USING THE VCX USER INTERFACE ...

Page 105: ...topics Connecting the Telephone Attaching and Adjusting the Articulating Support Bracket Opening the 3105 Attendant Console Label Cover Installing the 3102 Telephone Label Plate Moving Your Telephone Swapping Telephones Cleaning Your Telephone Troubleshooting Problems ...

Page 106: ...king sheet that is shipped with the device Power connection for an AC power adapter Network connection Connects the device to the network A powered Ethernet cable that conforms to the Power over Ethernet IEEE 802 3af standard is acceptable for 3Com 3101 Basic Telephones 3Com 3102 Business Telephones 3Com 3103 Manager s Telephones 3Com 3105 Attendant Consoles Older 3Com telephones that include PE i...

Page 107: ...nection The underside of an VCX 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 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 ...

Page 108: ...ate slip the tabs along the top edge of the plate into the slots on the telephone and then press firmly along the bottom edge of the plate until you feel it snap into place Figure 5 VCX 3102 Label Plate Attaching and Adjusting the Articulating Support Bracket The articulating support bracket is common to the following devices 3Com 3105 Attendant Console 3Com 3102 Business Telephone Figure 6 Figure...

Page 109: ...ach the support bracket 1 snap the bracket into the mounting supports 2 on the bottom of the telephone After you connect the cables to the phone press the cables into the cable management clamps 3 on the stand 1 To adjust the support bracket press to release the lock tab 1 rotate the bracket to the position that you want and then release the lock tab ...

Page 110: ... Telephone 1 When you mount a 3101 3101SP 3102 or 3103 telephone 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 telephone 1 Safe wall mounting requires 3 4 inch drywall and 1 5 inch drywall screws ...

Page 111: ... a password for your telephone This password associates your telephone extension and mailbox with your account This may allow you to configure another VCX telephone in the system to duplicate your primary phone This means if you are away from your primary telephone for example in a different office you can program the local telephone to use your extension Any calls made to your extension will ring...

Page 112: ...nd that each cable is in the proper connection Remove and add power to the telephone by unplugging the power cord at the electric outlet and plugging it back in If the telephone is powered through a powered Ethernet cable make sure that power is applied to the cable at its source My telephone has locked up Your telephone has lost the connection to the system Remove the Ethernet cord from the jack ...

Page 113: ...et up speed dialing For details see Speed Dialing My telephone keeps ringing after I pick up the handset Your telephone may have lost connection to the system immediately after a call came in Remove the Ethernet cord from the jack then re insert it into the wall jack Wait a few seconds If the telephone continues to ring disconnect the electrical power for your telephone and then plug it back in Th...

Page 114: ...114 CHAPTER A TELEPHONE INSTALLATION AND MAINTENANCE ...

Page 115: ...all forwarding all calls 70 92 busy line 69 92 ring no answer 69 92 setting up 92 call history through the VCX User Interface 89 viewing 56 call park 71 call pickup 73 feature interaction 74 call waiting 65 Caller ID sending or blocking 58 caller ID controlling 95 calling Hunt Group 81 calls answering 34 answering a second call 34 42 answering for a group 73 answering for another user 73 camp on 6...

Page 116: ...l user directory 57 group call pickup 73 group paging 72 H hands free using 40 headset retuning after a long delay 41 using 3102 3103 phone only 40 holding a call 41 Hunt Groups access numbers 80 calling 81 circular 81 feature code 85 feature interaction 84 linear 81 log in or log out feature code 83 logging in 83 overview 79 timeout values 82 types 81 viewing membership and status 85 J joining a ...

Page 117: ...rs 68 editing personal numbers 67 one touch 65 personal 65 system 65 viewing configured numbers 68 69 speed dials problems with 113 status lights 3102 Business Telephone 20 support bracket 3102 attaching 108 support brackets 3105 attaching 108 system speed dials 65 T telephone support brackets 3102 108 3105 108 telephones cleaning 112 connecting 106 logging in 32 mounting 3105 108 mounting 3102 10...

Page 118: ...118 INDEX volume controlling 39 W Wait for NCP message 113 Z zone paging 72 ...

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