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Calling ACD Group

An incoming call rings simultaneously on all member phones

that are logged in, even if a member is on another call.

For example, if A, B, C, and D are all available, an incoming call will ring

simultaneously at all four extensions until the total timeout value for the group is

reached (see the discussion of timeout values later in this section).

The practical effects of this behavior are as follows:

A Calling Group call alerts an agent's telephone that is busy or on another call

once, then blinks on the WMI LED.

Only one call is served out to the ACD queue. The other calls must wait to be

served or routed to call coverage until after the Total Timeout value has been

reached.

If all Calling Group members are logged out, the system forwards the call to call

coverage immediately.

You cannot configure the system to log out an agent that does not answer

automatically.

MIA ACD Group

: The

system can distribute calls to the group on the basis of idle

time, that is, the system directs the call to the agent who has been idle for the

longest amount of time. If this agent does not answer the call, the system directs the

call to the agent that has been idle for the second longest amount of time. If the

second agent does not answer the call either, the system then treats the call as linear.

For example: if A, B, and C are logged in to the ACD group, then an incoming call is

routed to the member who has been idle for the longest amount of time since its last

ACD call. 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 wait till the total timeout value is reached or any

member comes into the available state. Upon total timeout call is routed to the

specified call coverage point. (see the discussion of timeout values and call

coverage points later in this section)

LCC ACD Group

Least Call Count mode distributes calls to ACD agents based on

the number of calls those agents have answered in a defined period of time.

In other words, the agent with the least number of answered calls for a given duration of

time becomes the next available agent. For example, two agents in a group each have

been logged in to their ACD group for ten minutes. Agent One, has answered five

calls and Agent Two has answered ten calls. In this case, the system assigns Agent

One to receive the next incoming call.

All types of ACD group provide a timeout value that defines final call handling, such as

voice mail or Auto Attendant, if the timeout value is exceeded. (see the discussion of

timeout values and call coverage points later in this section)

For each ACD group type, you configure two timeout values:

Device Timeout

: Specifies how long the VCX call processor rings at one extension

before moving to the next extension if there is no answer.

Total Timeout

: Specifies how long the VCX call processor attempts to make a

connection within the group before directing the call to the ACD group’s call coverage

point. You can configure the call coverage point to be:

A voice mailbox

Another ACD group

An individual extension

Содержание 3105 ATTENDANT CONSOLE

Страница 1: ...ing 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 Class of Service Override 21 Terminating Calls 21 Using the Telephone Display Panel 21 Controlling the Volume 22 Using the Hands Free Feature 23 Putting a Call on Hold 23 Music on Hold 24 Dialing a New C...

Страница 2: ...ls 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 Personal Speed Dial Numbers 42 Dialing System Speed Dial Numbers 42 Call Forwarding 43 Call Forward Ring No Answer 43 Call Forward Busy Line 44 Call Forward Unconditional 44 Call Park 44 Customer Accountin...

Страница 3: ...Access 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 ATTENDANT CONSOLE 75 3105 Attendant Console 75 Access Buttons 75 Feature Buttons 75 Printing Labels 77 Attendant Console Status Lights 77 8 8 8 8 TELEPHONE INSTALLATION AND MAINTENANCE 79 Connecting ...

Страница 4: ...bout 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 your telephone connection For information about the voice mail system and features see the 3Com VCX 9 0 IP Messaging System User Manual Conventions Table 1 and Table 2 list conventions that are used th...

Страница 5: ...Convergence 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 Start 3Com 3500 Series IP Telephones Stand Quick Installation Guide 3Com 3500 Series IP Telephones Wall Mount Quick Installation Guide Comments Send e mail comments about this guide or about any Voice p...

Страница 6: ...Display 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 available with your telephone 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 Me...

Страница 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 the voice prompts to a Enter a new password ask your administrator for password length requirements use digits only stars and pounds are invalid characters b Record a name announcement c Record a pe...

Страница 8: ...unt 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 Sources You may also want to refer to the following documents in the VCX documentation set for additional information 3Com VCX 9 0 IP Messaging System User Manual Provides information about the voicemail s...

Страница 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 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 buttons which vary with the st...

Страница 10: ...the 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 called 10 Hold button While on a call you can press the Hold button to put the current call on hold If the administrator has configured the Music on Hold MOH service the person on hold will hear music whi...

Страница 11: ...02 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 buttons which vary with the state of the telephone You can choose different functions by pressing different soft buttons 2 Message Waiting Indicator MWI The MWI LED lights up when there are unread mes...

Страница 12: ...erence 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 or extension that you called 11 Hold button While on a call you can press the Hold button to put the current call on hold If the administrator has configured the Music on Hold MOH service the person o...

Страница 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 handset to talk to the callers Figure 3 shows the buttons and controls on the 3503 telephone Figure 3 3503 telephone 1 2 3 7 8 9 10 11 6 12 14 13 18 17 16 19 5 4 15 Table 5 Functions of the 3503 tele...

Страница 14: ...n 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 Call Transfer button again 9 Conference button Use this button to establish a multi party conference call While on a call press the Conference button dial the number of the person you want to confere...

Страница 15: ...press 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 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 handset ...

Страница 16: ...ess 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 3502 telephone uses three pages to display the functions of its Access buttons and thus allows you to configure up to 15 Access buttons You can use the Shift button to turn pages ...

Страница 17: ...es 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 that is set up for incoming and outgoing calls is called a System Appearance button The light beside each System Appearance button indicates its status as shown in Table 9 Table 9 Status Lights for Ac...

Страница 18: ...igure 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 keypad see Feature Code Overview 4 Enter any additional values following display panel prompts Or 1 Press the Features soft button 6 2 Scroll to the feature by pressing the Scroll Down button 3 Press the ...

Страница 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 feature set to be available to all VCX phones regardless of the number of buttons on the phone Each feature is assigned a unique three digit feature code You can invoke a feature by entering the nume...

Страница 20: ...n 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 beep between phones The sending telephone displays the target extension The target extension displays the sending extension Call Forward Busy Feature 6 467 then destination Or 467 destination See Ca...

Страница 21: ...Hands 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 number Or 971 hunt group number ACD group number See Hunt Groups and ACD Groups ACD Group Status Feature 6 973 See ACD Groups Override Wrap Up Feature 6 974 See ACD Groups Extend Wrap Up Feature 6 975 S...

Страница 22: ...ociated 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 where n is the speed dial number associated with the number you want to dial Allows you to dial a system speed dial number To configure personal speed dialing see Speed Dialing Transfer Feature 6 42...

Страница 23: ...me 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 setting If the handset is not in the cradle and the speaker is disabled adjusts the handset volume setting See Controlling the Volume ...

Страница 24: ...Anonymous 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 features of your own IP phone temporarily to another IP phone on the same local network Handsfree toggle When enabled you can use your phone as an intercom You can answer internal intercom calls witho...

Страница 25: ...ess 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 the change Other User Configuration items should only be changed with the advice of your administrator Only the 3500 3500B 3501 telephone supports the adjustment of the display panel backlit ...

Страница 26: ...word 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 status icon shows whether you are online On a VCX 3503 Telephone indicates the offline status and indicates the online status On VCX telephones other than 3503 indicates the offline status and indicates...

Страница 27: ...coming 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 sent to either your call coverage point which by default is your voice mailbox or your configured call forwarding destination See Configuring a Call Coverage Point Answering a Second Call When a new ...

Страница 28: ...p 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 external line directly you can press that button 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 y...

Страница 29: ...ce 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 Enter your password and press 5 Enter the destination number as you would from your own VCX telephone When you use Class of Service CoS Override any reports that are generated on the VCX system indic...

Страница 30: ...u 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 the listed extension You can also use the Display Panel to view or enable features available through the Main menu and with feature codes see Chapter 4 for information on using feature codes You can...

Страница 31: ...r 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 Speaker and listening to the dial tone When you press a Volume Control button the Display Panel shows the volume setting as a series of dark vertical bars Repeatedly pressing a Volume Control button rais...

Страница 32: ...urrently 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 1 When a new call arrives press the Hold button to put the current call on hold 2 Press the Access button for the incoming call its light will be flashing 3 To toggle between the two calls put the cu...

Страница 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 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...

Страница 34: ...te 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 s ringer is enabled feature disabled You can enable or disable the telephone s ringer at any time while either on the telephone or on hook but the change takes effect on the next incoming call All no...

Страница 35: ...elephone 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 Press the Do Not Disturb Access button on the telephone The white light is lit next to the Do Not Disturb button Your telephone is now in Do Not Disturb mode The Display Panel shows Do Not Disturb 2 To d...

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

Страница 37: ...eric 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 feature 1 Press Feature 6 2 Input the three digit feature code See Using Feature Codes 3 Enter additional information as prompted on the Display Panel Alternatively 4 Press Feature and scroll to the featur...

Страница 38: ...See 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 then security code then destination Or 455 security code destination See Directed Call Pickup Camp On Feature 6 469 then destination Completes call when busy destination extension becomes available S...

Страница 39: ...Feature 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 the password you use to log in to your telephone on the telephone locally If you use the VCX User Interface to change your password use this feature code to set the password stored on the phone thus sy...

Страница 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 Transferring a Call to Another User s Voice Mail User Directory Feature 6 461 Lists the users in the local user directory or if enabled the users in the global user directory See Viewing the User Di...

Страница 41: ...ail 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 ACD Groups Emergency Telephone Number Dialing Service Viewing the Call Logs You can use the call logs feature to display your call logs These are the logs of the 10 most recent missed calls received...

Страница 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 once you exit the Call History menu Viewing the User Directory You can view a list of users in your organization and their extensions in the Display Panel When you select a displayed user your VCX tele...

Страница 43: ...e 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 feature enables you to have up to six parties including the conference originator on one conference with the capability to extend a conference through cascading Conferences can be multi site capable where...

Страница 44: ...to 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 recipients in the conference including the originator are still able to communicate but there is no ring back tone associated with the new recipient If a party other than the originator adds a new recipient t...

Страница 45: ...want 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 drop the last party in a conference select Last To drop all parties in a conference select All If the originator drops the last party in a 3 party conference the call then becomes a 2 party non conf...

Страница 46: ...em 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 Feature 6 469 The system camps on the telephone you are calling Explain to the person whose call you are transferring that the call will call back When you hang up the person whose call you are tran...

Страница 47: ...oup 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 Telephone Press Fwd Mail The white light next to the button comes on All future calls are sent to your voice mailbox If forward to voice mail is not enabled you can send a call that is ringing and a...

Страница 48: ...hich 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 System Speed Dials With this type of speed dialing your administrator maps commonly used numbers internal or external to feature code values To use a system speed dial you press the Feature button and e...

Страница 49: ...that you would normally dial such as a 9 or 8 or 1 to access an outside line and if necessary the country code or area code 3 To store the number press Enter or the button Make sure you write the name of the person whose number you have stored and the corresponding Speed Dial Access button or feature code Alternately you can configure personal speed dial numbers by following these steps 4 Pick up ...

Страница 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 phone 4 Press the Program and then the select button The Display Panel lists the first speed dial for example 1 1001 Use the up and down scroll buttons to locate the speed dial number you want to dial ...

Страница 51: ...Line 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 are busy by enabling Call Forward Busy feature code 467 and entering the number to which you want the calls forwarded Unconditional Redirects incoming calls to another destination unconditionally Use ...

Страница 52: ...ll 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 extensions for your location If the specified Call Park extension is in use or if no extension is specified VCX selects the next available Call Park extension Acall remains parked for 5 minutes This ...

Страница 53: ...nsion 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 handset Press Feature 6 888 The Display Panel prompts you to enter your forced account code Enter the forced account code The Display Panel prompts you to enter the extension Enter the extension number Br...

Страница 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 administrator You must enter this security code when using Directed Call Pickup to answer a call Group Call Pickup Allows you to answer a call ringing on the telephone of any user who is a member of a configure...

Страница 55: ...ber 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 Display Panel shows a confirmation message for example PickUp Marie x3434 Hunt Groups A call pickup group member c...

Страница 56: ...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 If a supervisor attempts to park conference or transfer a monitored call the action will be ignored and the Display Panel shows Not supported operation If a...

Страница 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 call monitoring Blocking can be invoked before dialing a call or during a call The monitor blocking feature can be mapped to a button After invoking monitor blocking for a call monitoring is blocked f...

Страница 58: ...hone 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 calls you want to forward and press The Display Panel prompts you to enter the extension of the telephone that will receive the forwarded calls 4 Enter the extension of the telephone that will receive ...

Страница 59: ...a 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 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...

Страница 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 will ring at member C s extension If C does not answer the call is routed to member D s extension and so on until the total timeout value for the group is reached see the discussion of timeout values...

Страница 61: ...that 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 always ring on a member s telephone regardless of the Do Not Disturb setting If your telephone is part of a bridged extension see Hunt Groups and Bridged Line Calls for additional information Logging In ...

Страница 62: ...t 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 hunt group can be transferred to a hunt group Both attended and unattended call transfers are allowed for calls to a hunt group or from a hunt group After reaching an Auto Attendant a caller can enter ...

Страница 63: ...ing 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 calls to a site ensures that those calls are sent to the proper destination within the site and manages database records on call activity and distribution The call center can be used for example as a he...

Страница 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 each type Note that a member must be logged in to both the VCX system and the group to receive a call Linear ACD Group An incoming call always rings at the first member phone of the group then if the...

Страница 65: ...l 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 wait till the total timeout value is reached or any member comes into the available state Upon total timeout call is routed to the specified call coverage point see the discussion of timeout values an...

Страница 66: ...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 til...

Страница 67: ...code 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 feature code 1 Press Feature 6 971 The Display Panel shows a prompt requesting an ACD group number 2 Enter the ACD group number then press The Display Panel indicates that your ACD group login status h...

Страница 68: ...vigate 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 call is required for the ACD group Viewing ACD Group Membership and Status You can use the Telephone User Interface to view the ACD groups you belong to and your current login status for each group To v...

Страница 69: ...provide 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 and reside in a region where this service is supported If the VCX system is not operational an emergency call can be routed optionally directly through a PSTN media gateway Contact your system administ...

Страница 70: ...ssing 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 User Interface is a web based application Before you begin obtain the following information from your system administrator Web login username Web login password Web address URL for the VCX User Inter...

Страница 71: ...e 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 online Help Note that some features must be enabled on the telephone after configuration in the VCX User Interface These features are noted in the list Welcome Home Provides an initial welcoming pag...

Страница 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 programmable access buttons Therefore these phones have no way of distinguishing a call to its extension and a bridged call Button Mappings Displays the default function associated with each programmable bu...

Страница 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 specified patterns Call Coverage Call Coverage Allows you to set your default call coverage point The configured call coverage point determines the destination of a call that is either not answered in ...

Страница 74: ...a 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 back to another extension or to no coverage see Configuring a Call Coverage Point For example a call to extension A gets forwarded to extension B if extension A is busy Extension A has also enabled the ...

Страница 75: ...The 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 Coverage option is selected A telephone number internal external or auto attendant Call coverage can be set to an auto attendant by entering the auto attendant number in the Send to Number box If an...

Страница 76: ...s 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 for a specified number of seconds or silence the ringer and only allow the telephone to flash The bridged telephone is sometimes referred to as the primary phone The telephone receiving bridged calls...

Страница 77: ...made 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 telephone function as speed dial buttons to the primary phone Both users can use VCX features to manage bridged calls For example bridged calls can be transferred put on hold or forwarded to voice mai...

Страница 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 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 second...

Страница 79: ...ne 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 user who toggles the Do Not Disturb setting while a call is ringing If the primary telephone enables Do Not Disturb and a call comes in from a hunt group the Do Not Disturb setting is ignored and the...

Страница 80: ...press 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 transfer a call from an SA line to BSA line but cannot transfer a bridged call to an SA line Both primary and secondary phones can set up a 3 way conference call on a bridged line Call Park and Bridge...

Страница 81: ...ary 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 cannot receive an ACD 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 telepho...

Страница 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 ...

Страница 83: ...ets 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 include Status of internal telephone extensions busy available In the current release when you assign a telephone extension to an Attendant Console button the button assignment does not become effectiv...

Страница 84: ...s 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 label maker utility which is available through the 3Com web site See Printing Labels 6 Label cover tabs Allow you to unsnap the plastic cover to insert labels 7 Access buttons If your administrator ...

Страница 85: ...n 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 existing text and then typing new text 6 Press Tab to move to the next text field in the label 7 Click the Print button at the top of the LabelMaker screen to open the Print dialog Specify which page you wa...

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

Страница 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 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 netw...

Страница 88: ...omputer 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 VCX Telephone or Attendant Console to a Power over Ethernet source see the packing sheet that comes with the device Strain relief clamps are built into the 3101 3102 3105 support bracket Installing t...

Страница 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 cables to the phone press the cables into the cable management clamps 3 on the stand Figure 15 Adjusting the Support Bracket 1 To adjust the support bracket press to release the lock tab 1 rotate the brac...

Страница 90: ...reate 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 Console by pulling up on the two tabs at the top of the Attendant Console until the top of the cover pops off Moving Your Telephone Each VCX telephones is uniquely identified by an IP address You can mo...

Страница 91: ...electrical 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 can find detailed information Table 15 Possible Problems Possible Problem Suggested Solutions My telephone has no dial tone and the display panel is blank Verify that the power cord is fully inserte...

Страница 92: ...ture 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 Business Telephone I added a One Touch speed dial but the telephone does not dial that number Verify that you have correctly set up speed dialing For details see Speed Dialing My telephone keeps ringing a...

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