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C

HAPTER

7: S

TANDARD

F

EATURES

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 phone 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
phone 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.

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Содержание VCX 2102

Страница 1: ...http www 3com com Part Number 900 0330 01 Rev AC Published February 2006 VCX Business Telephone Guide VCX V7000 IP Telephony Solution System Release 7 0 ...

Страница 2: ... 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 natur...

Страница 3: ... Line Status Lights 23 Assigning Model 2102 Access Button Functions Using the TUI 23 Default Model 2102 Button Assignments 24 Remapping Model 2120 Button Functions 25 Viewing and Changing Button Information 26 3 VCX BUSINESS TELEPHONE MODEL 3102 Buttons and Controls 28 Access Buttons 31 Status Lights 33 Assigning Model 3102 Access Button Functions Using the TUI 33 Default Model 3102 Button Assignm...

Страница 4: ...ng External Calls 51 Making a Call to a Remote Office 51 Using Unique Extensions 51 Using Site Codes 52 Class of Service Override 52 Terminating Calls 53 Using the Telephone Display Panel 53 Controlling the Volume 55 Using the Hands Free Feature 57 Using a Headset 57 Returning to the Headset After a Long Delay 57 Putting a Call on Hold 58 Music on Hold 58 Dialing a New Call While on a Call 58 Answ...

Страница 5: ...g Your Phone Settings to Another Phone 76 Forwarding Calls to Voice Mail 77 Transferring a Call to Another User s Voice Mail 78 Call Waiting 79 Speed Dialing 79 Configuring Personal Speed Dial Numbers 80 Editing Personal Speed Dial Numbers 82 Dialing Personal Speed Dial Numbers 82 Dialing System Speed Dial Numbers 83 Call Forwarding 83 Call Forward Ring No Answer 84 Call Forward Busy Line 85 Call ...

Страница 6: ...with Other Features 111 Do Not Disturb and Bridged Line Calls 111 Hands Free and Bridged Line Calls 113 Call Forward Forward to Voice Mail and Bridged Line Calls 113 Call Transfer Call Conferencing and Bridged Line Calls 114 Call Park and Bridged Line Calls 114 Call Pickup and Bridged Line Calls 115 Attendant Console and Bridged Line Calls 115 Hunt Groups and Bridged Line Calls 115 Message Waiting...

Страница 7: ...nt Position 123 Security Wall Mount Bracket 124 Opening the 3105 Attendant Console Label Cover 125 Moving Your Telephone 125 Swapping Telephones 125 Cleaning Your Telephone 126 Troubleshooting Problems 126 INDEX ...

Страница 8: ...8 ...

Страница 9: ...ough a traditional telephone 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 Con...

Страница 10: ...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...

Страница 11: ...Guide VCX Business Telephone Guide VCX Manager s Telephone Guide VCX Security Guide The following documents are a part of the IP Messaging Module IP Messaging Module Product Overview IP Messaging Quick Reference Guide 3Com Native Interface IP Messaging Module User Guide 3Com Native Interface IP Messaging Quick Reference Guide Traditional Interface IP Messaging Module User Guide Traditional Interfa...

Страница 12: ... 4 4 VCX V7122 VoIP SIP Gateways User Manual Version 4 4 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 7 0 Pa...

Страница 13: ...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 ...

Страница 14: ...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 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 telepho...

Страница 15: ...rd 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 phone see the chapter in this guide that describes the...

Страница 16: ... calls and putting a call on hold is described in Chapter 5 Features that must be configured such as speed dialing and call forwarding are described in Chapter 7 Feature codes are described in Chapter 6 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 throu...

Страница 17: ...es the following topics Buttons and Controls Access Buttons Line Status Lights Assigning Model 2102 Access Button Functions Using the TUI For information about the Model 3102 Business Telephone see Chapter 3 For information about the 3105 Attendant Console see Chapter 4 To verify the model number of your telephone refer to the label under the phone ...

Страница 18: ...aging Module User Guide The light next to the MSG button stays red as long as there is at least one unreviewed message voice e mail or fax in your mailbox 3 FWD MAIL button Directs all incoming calls to your call coverage point by default voice mail See Configuring a Call Coverage Point 4 Display Panel Displays telephone status messages Caller ID information if enabled and the number of new messag...

Страница 19: ...niversal Allows you redirect incoming calls to another destination unconditionally See Call Forwarding FWD Busy Allows you redirect incoming calls to another destination when your phone is busy See Call Forwarding FWD Ring No Answer Allows you redirect incoming calls to another destination when your phone rings but is not answered See Call Forwarding Remote Forward Universal Allows you to configur...

Страница 20: ...indicator lights Your administrator assigns default functions for these buttons and may allow you to reprogram a button s function for example create more personal speed dial buttons See Access Buttons and Line Status Lights 10 Access buttons without indicator lights See Access Buttons For both sets of Access buttons the telephone Label Maker available through the 3Com web site enables you to defi...

Страница 21: ... Using the Hands Free Feature The light next to the Hands Free button remains red as long as this option is enabled Access Buttons Figure 2 shows the 18 Access buttons The column of six buttons on the left side labeled 1 through 6 in the figure have programmed functions that cannot be modified These buttons do not have associated indicator status lights The column of 12 buttons on the right labele...

Страница 22: ...nel See Using the Telephone Display Panel 5 Feature Enables you to access features that are not directly assigned to an Access button on your telephone For more information on feature codes see Chapter 6 6 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 di...

Страница 23: ...scribes how to use the Telephone User Interface TUI to view and possibly modify the VCX features associated with the Access buttons on your telephone You can also use the VCX User Interface to view and modify button mappings see Assigning Access Button Functions Using the VCX User Interface When a VCX system is configured your administrator assigns maps default functions for the Access buttons on ...

Страница 24: ...f a button function requires additional information for example a call forward destination number and you or your administrator have not configured this information the system will prompt you for it when you press the button Default Model 2102 Button Assignments As noted in Access Buttons the programmable Access buttons for the Model 2102 phone are located in the right column of 12 buttons The but...

Страница 25: ...you do not know the Feature Code scroll through the list of available functions The Display Panel prompts you for any additional information required by the function 6 Personal Speed Dial 5 Fifth personal speed dial number 5 Personal Speed Dial 6 Sixth personal speed dial number 4 Personal Speed Dial 7 Seventh personal speed dial number 3 System Line 3 Third line for making receiving calls cannot ...

Страница 26: ... mapped to a button or to change the additional information for a function mapped to a button that is in a locked state 1 Press the Program button once The Display Panel prompts you to select the button whose information you want to change 2 Press the button The Display Panel prompts you for the required information ...

Страница 27: ... includes the following topics Buttons and Controls Access Buttons Status Lights Assigning Model 3102 Access Button Functions Using the TUI For information about the Model 2102 Business Telephone see Chapter 2 For information about the 3105 Attendant Console see Chapter 4 To verify the model number of your telephone refer to the label under the phone ...

Страница 28: ...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...

Страница 29: ...list of telephone features note that some features may not be enabled by your administrator Silent Monitor When enabled by your administrator allows you to monitor another user s phone calls See Silent Monitor and Barge In FWD Universal Allows you redirect incoming calls to another destination unconditionally See Call Forwarding FWD Busy Allows you redirect incoming calls to another destination wh...

Страница 30: ...press the Speaker button or the Hands Free button For best results keep the area around the microphone free of obstructions 8 Label area for Access buttons The telephone LabelMaker available through the 3Com web site enables you to define and print a new label for your Access buttons See Printing Labels 9 Telephone key pad 10 Hold button Places a caller on hold See Putting a Call on Hold 11 Transf...

Страница 31: ... connector enables you to plug in a headset so that you can listen to calls and have your hands free See Using a Headset To enable the use of a connected headset press the Headset button by default button 16 at the top of the right column of buttons 19 Volume down Lowers the volume of the ringer the speaker the handset or the headset See Controlling the Volume 20 Mute button Use this button to pre...

Страница 32: ... Dial 5 4 Personal Speed Dial 4 5 Personal Speed Dial 3 6 Personal Speed Dial 2 7 Personal Speed Dial 1 8 Headset Enables or disables the use of a headset connected to the telephone See Using a Headset 9 Do Not Disturb Enables the Do Not Disturb feature See Activating Do Not Disturb 10 Forward Universal Allows you for forward all calls to different destinations See Call Forwarding 11 Call Park All...

Страница 33: ...ng the TUI This section describes how to use the Telephone User Interface TUI to view and possibly modify the VCX features associated with the Access buttons on your telephone You can also use the VCX User Interface to view and modify button mappings see Assigning Access Button Functions Using the VCX User Interface When a VCX system is configured your administrator assigns maps default functions ...

Страница 34: ... you or the administrator Note that if a button function requires additional information for example a call forward destination number and you or your administrator have not configured this information the system will prompt you for it when you press the button Default Model 3102 Button Assignments As noted in Access Buttons the 18 programmable Access buttons for the Model 3102 phone are located i...

Страница 35: ... personal speed dial number 4 Personal Speed Dial 6 Sixth personal speed dial number 3 System Line 3 Third line for making receiving calls cannot be reconfigured 2 System Line 2 Second line for making receiving calls cannot be reconfigured 1 System Line 1 First line for making receiving calls cannot be reconfigured Table 7 3Com Default Button Mappings for the Model 3102 Telephone Right Column Butt...

Страница 36: ...ction enter the number see Table 11 in Chapter 6 If you do not know the Feature Code scroll through the list of available functions The Display Panel prompts you for any additional information required by the function Viewing and Changing Model 3102 Button Information To view the current function mapped to a button or to change the additional information for a function mapped to a button that is i...

Страница 37: ... 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 as the receptionist Complement Attendant Software CAS A software application installed by an administrator that allows a receptionist to answer and route calls using a personal computer T...

Страница 38: ...Console button the button assignment does not become effective until either the Attendant Console is rebooted or the phone 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 receptionis...

Страница 39: ...her 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 labe...

Страница 40: ...ugh 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 buttons c...

Страница 41: ... text 8 Press Tab to move to the next text field in the label 9 Click the Print button at the top of the LabelMaker screen to open the Print dialog Specify which page you want to print Typically the default is to print all pages 10 Click Print 11 Cut out the labels and put them in the label holders of your attendant console 12 To save the edited LabelMaker click the Save button at the top of the L...

Страница 42: ...our telephone directory in a series of tabs Each tab sorts the directory by a different type of information for example by last name by department or by extension Figure 6 shows the Complement Attendant Software main window Figure 6 Complement Attendant Software Main Window Table 8 Status Indicator Lights for System Appearance Buttons If the light is The line is Off Available for use Steady In use...

Страница 43: ...e the lists move the mouse pointer over the horizontal bar The pointer changes to a double ended arrow Press the left mouse button and drag the bar up or down the screen When you answer a call using the Complement Attendant Software you can select a user from the directory and transfer the call to that user Table 9 describes the main elements of the Call List and Directory List areas Table 9 Eleme...

Страница 44: ...tical order by first name Last Name Sorts the list of users in alphabetical order by last name Department Sorts the directory by the user department Notes Sorts the directory by note entries Hidden List tab Hides entries in the VCX directory that you do not want to appear on other tabs such as conference room phones Quick List tab Provides access to frequently used entries in the directory 1 If yo...

Страница 45: ...a caller from a holding pattern Alt U Transfer Forwards a call to another telephone Completes the transfer of a call Alt T Alt M Conference Enables three subscribers to participate in a single call Completes the conference call Alt C Alt P Cancel Cancels a transfer Cancels a conference call Alt S Alt E Dial Dials a selected number to place an outgoing call Alt D Table 10 Complement Attendant Softw...

Страница 46: ...46 CHAPTER 4 VCX ATTENDANT CONSOLES MODEL 3105 AND COMPLEMENT ATTENDANT ...

Страница 47: ...phone models and 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 ...

Страница 48: ...view and the VCX User Interface online Help If you do not hear a dialtone and the Display Panel on your phone 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 phone 1 Press Program 5 6 For phones without a Program button press Feature 410 5 6 The Display Panel shows Enter Password 2 Enter your password and pr...

Страница 49: ... information on feature codes Changing Your Password You can change your password through the VCX User Interface see Chapter 8 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 phone You must use the Telephone User Interface TUI and chan...

Страница 50: ...ent 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 phones ...

Страница 51: ...al the number Or use the display panel on a 3Com Telephone 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 bet...

Страница 52: ...trator chooses the site codes for your system In this case you dial a site code first followed by the extension at the site For example suppose a company has three offices Phones at the Chicago office use an extension range from 1000 through 3999 The site code for Chicago is 61 Phones at the Atlanta office use an extension range from 1000 through 3999 The site code for Atlanta is 62 Phones at the ...

Страница 53: ...t are generated on the VCX system indicate that the CoS features of your own VCX telephone were applied temporarily to the telephone on which you made the call Terminating Calls You can terminate a call hang up by replacing the handset Alternatively depending on your phone model you can press the Release button or if the call is on Speaker turn the Speaker off by pressing the Speaker button Using ...

Страница 54: ...d message The Display Panel also shows the number of missed calls Missed calls include unreviewed 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...

Страница 55: ...rk Direct Pickup Allows you to answer a call ringing on another phone See Call Pickup Hunt Group When enabled by your administrator allows you to log in to and out of a Hunt Group See Hunt Groups Transfer to VMail Allows you to transfer a call to another user s voice mailbox See Transferring a Call to Another User s Voice Mail Advanced Settings Configures network parameters sets your phone passwor...

Страница 56: ...il the volume is at the level you prefer Speaker Volume To raise or lower the volume of the speaker 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...

Страница 57: ...s Using a Headset The Model 3102 Business Telephone has a headset jack located on the underside of the telephone To prepare the headset for all calls 1 Plug the headset connector into the headset jack on the underside of the telephone 2 Verify that the indicator light next to the Headset button comes on To answer a call when you are using the headset 1 Put the headset on When a call comes in press...

Страница 58: ... 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 Access button Music on Hold If configured by the administrator callers on hold hear music while they wait Dialing a New Call While on a Call You can put a call on hold dial a new call and toggle between the two calls 1 Press the Hold button 2 Pre...

Страница 59: ...er 2 Dial the number to which you want to transfer the call 3 Hang up The call is disconnected as soon as the transfer starts which frees up your line If the transfer cannot be completed The call is forwarded to the called party s call coverage point by default voice mail see Configuring a Call Coverage Point If the called party s default call coverage point is No Coverage the call is returned to ...

Страница 60: ... the mapped Attendant Serial Calling button on the Attendant Console 2 Press the button mapped to the called party s extension on the Attendant Console 3 Press the mapped Attendant Serial Calling button again on the Attendant Console to complete the call Serial Transfer Feature Code Method 1 While on a call press Feature 471 The call is placed on hold you hear a dial tone and the system prompts yo...

Страница 61: ...fected All ring tones such as internal domain external domain and anonymous tones are affected for all primary bridge and hunt group calls A user with a phone on hands free hears the hands free tone A user that receieves a page hears the page tone If the VCX system or the phone reboots or is upgraded with new software the ringer resets to the default ringer enabled feature disabled mode To mute th...

Страница 62: ...are sent to your call coverage point and Do Not Disturb is enabled for all subsequent calls 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 phone regardless of the Do Not Disturb setting If your telephone is part of a bridged extension see Do Not Disturb and Bridged Line Cal...

Страница 63: ...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 ...

Страница 64: ...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...

Страница 65: ... 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 voice mail of another subscriber In these cases the...

Страница 66: ...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 or accept the default ...

Страница 67: ...Hunt Group Status Feature 972 See Hunt Groups Login Logout phone Feature 128 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...

Страница 68: ...nitor Feature 425 See Silent Monitor and Barge In Silent Monitor 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 o...

Страница 69: ... 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...

Страница 70: ...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 11 VCX Feature Codes Alphabetical by Feature or Task continued Feature Feature Code Entry Description ...

Страница 71: ... VCX User Interface This 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 Phone 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 ...

Страница 72: ...lay 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 The Display Panel scrolls through the calls one at a time After the last call this message appears in the Display Panel for placed and received calls No more call history This message appears for missed calls No more missed calls The three Soft buttons...

Страница 73: ... User Directory Press 1 to display the Local Directory Press 2 to display the Global Directory If the Global Directory in not enabled on your system the Display Panel shows No listing found The Display Panel shows the first user in the directory Use the Scroll buttons to locate a particular user The three Soft buttons below the Display Panel have the following functions when viewing the User Direc...

Страница 74: ...tion from displaying only on the next call that you make This setting only applies when Anonymous Now is disabled or the setting for all calls is set to Send Caller ID information If you disable Caller ID the system sends your Caller ID to all dialed numbers To toggle the current default setting press Feature 889 If Caller ID is enabled entering this command disables it for all subsequent calls If...

Страница 75: ...es your caller on hold 2 Dial the extension of the person you want to conference in then press the OK Access button or press Feature 120 3 When the called party answers announce the conference If the recipient wants to take the call press Conference or Feature 430 Now three people are on the same call If the recipient does not want to take the call hang up the second call and go back to the first ...

Страница 76: ... 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 Phone Settings to Another Phone This feature enables you to use any 3Com phone attached to the same VCX system call processor as your phone with all your...

Страница 77: ...ou enable forward to voice mail while one or more calls are ringing 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 on a member s phone regardless of your personal phone setting To forward incoming calls to your vo...

Страница 78: ... of the subscriber whose mailbox will receive the call and press The caller hears the mailbox greeting of the target subscriber but the subscriber s phone 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 ph...

Страница 79: ... put the current call on hold 2 Press the Access button for the incoming call 3 To toggle between the two calls put the current call on hold and then press the Access button for the call you want Speed Dialing This section describes the following types of speed dialing One Touch Speed Dials With this type of speed dialing a telephone number internal or external is mapped to a dedicated Access butt...

Страница 80: ... also enable speed dialing through the VCX User Interface See Chapter 8 for information on accessing the VCX User Interface see the online Help for information on creating speed dials Note that the two interfaces are synchronized A speed dial created or modified in one interface appears in the other interface A speed dial deleted in one interface is deleted in the other interface Your administrato...

Страница 81: ...eature code 3 Press the second soft button under the Display Panel or press then enter the number you want to associate with this speed dial Include all prefix numbers that you would normally dial such as a 9 or 8 or 1 to access an outside line and if necessary the country code or area code 4 To store the number press the OK button or press Alternatively you can directly configure a speed dial num...

Страница 82: ...tore the number press the OK button or press Dialing Personal Speed Dial Numbers The method you use to dial a configured speed dial number depends on your phone and whether or not the number is mapped to a speed dial Access button To dial a number configured as a speed dial on a VCX phone with one or more speed dial Access buttons press the appropriate button If the number is not associated with a...

Страница 83: ...You can view the system wide speed dial list through the VCX User Interface see Chapter 8 for information or you can view and dial numbers from it using the telephone display panel To use a system speed dial number 1 Pick up the handset or press the Speaker button 2 Press the Feature button plus 700 plus the system wide speed dial number for the number that you want to call Alternatively you can s...

Страница 84: ...be away from your phone for an extended period of time You can forward all unanswered calls by enabling Call Forward All feature code 465 and entering the number to which you want the calls forwarded If your telephone is part of a bridged extension see Call Forward Forward to Voice Mail and Bridged Line Calls for additional information You can also use the VCX User Interface to configure Call Forw...

Страница 85: ...ward Busy Line repeat step 1 Call Forward Universal To forward all your calls to another extension 1 Perform one of the following steps on your telephone a On phones with a Program button press the button to display the Main menu press 4 to select Call Features then press 2 to select Forward Universal b Press the Call Forward button c Press Feature 465 all phones 2 Use the keypad to enter the phon...

Страница 86: ...ot 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 or press Feature 444 The Display Panel shows a default Call Park extension 2 Press the Call Park button or press Feature 120 to park the call u...

Страница 87: ...rictions 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 button to disconnect the page by picking up and replacing the receiver or by pressing the Release button Paging a Group ...

Страница 88: ...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 phone in the group If your telephone is part of a bridged extension see Call Pickup and Bridged Line Calls for additional information Directed Call Pickup To answer a call that is ringing on a specifi...

Страница 89: ...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 Display Panel shows a confirmation message for example PickUp Marie x3434 Hunt Groups A cal...

Страница 90: ...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 phone 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 agen...

Страница 91: ...red 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 monitoring privileges your administrator will give ...

Страница 92: ...ession 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 incomin...

Страница 93: ...on and all of person A s calls must be forwarded to person B This feature enables person B to configure Call Forward Universal on the source phone 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 For example if the administrator authorizes you to change person A s forwarding options yo...

Страница 94: ... b Enter the extension whose calls you no longer want to remotely forward in this case 1000 and press The Display Panel shows the extension of the phone receiving the forwarded calls in this case 1002 c Delete the extension number by pressing Soft button 3 followed by Soft button 2 then press On extension 1000 press Feature 465 Hunt Groups Your administrator can establish formal and informal call ...

Страница 95: ...roup 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 are described in Hunt Group Typ...

Страница 96: ... 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 Circular Hunt Group An incoming call rings at the member phone following the member to whom the last call was routed If the call is not answered the call rings at ...

Страница 97: ...lls Hunt Group calls routed to a call coverage point always go to the point configured for the Hunt Group not to the point configured for or by the Table 12 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 member to log i...

Страница 98: ... requires password authentication you cannot log in to a hunt group See the overview section for your phone 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 number logs you out You can also log in to and log out of a hunt group through the VCX User Interface see Viewing Hunt Gr...

Страница 99: ... 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 a hunt group extension and be transferred to a Hunt Group Internal and ext...

Страница 100: ...ine 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 Display Panel shows HuntGroup Login Enabled If you are logged into multiple phones using the same pho...

Страница 101: ... 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 ...

Страница 102: ...abled to start 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 V7000 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...

Страница 103: ...me and address information that you can modify as necessary Also enables you to change 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 either local users whose phones are connect...

Страница 104: ...le button 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 Li...

Страница 105: ...mail See Configuring a Call Coverage Point Selective Ringing Enables you to set distinctive ringing tones to identify individual callers 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 Group Features Hunt Groups Allows you to view ...

Страница 106: ...o referred to as Call Forward Universal Fall Back Return forwarded calls to your call coverage point if the forwarding destination does not answer When you enable this Call Forward Fall Back to Coverage feature 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 can...

Страница 107: ...s The call rings and is not answered before the call coverage ring timeout value is reached The default timeout value is 20 seconds Note that Call Forward settings take precedence over Call Coverage Point settings Furthermore the Call Forward Ring No Answer feature also has a ring timeout value The default timeout value for this feature is also 20 seconds The Ring No Answer timeout value has prior...

Страница 108: ... a function to a button allows one touch access to that function Speed dialing is one example of a one touch function Your administrator may allow you to reprogram a button s function for example create more personal speed dial buttons To view the functions currently mapped to buttons on your phone 1 Log in to the VCX User Interface select the My Extensions option then access the Button Mappings t...

Страница 109: ...u want to bridge for example extension 1000 a Log in to the VCX User Interface select the My Extensions option then access the Bridge Permissions tabbed page b Specify the extension for example extension 1001 that you want to receive a bridged call and click Add The bridged phone can identify up to four phone numbers to bridge with but the number of extensions it can actually bridge is determined ...

Страница 110: ...ne Both users can use VCX features to manage bridged calls For example bridged calls can be transferred put on hold or forwarded to voice mail However because multiple phones are involved you should note the considerations discussed in Bridged Line Interaction with Other Features When an extension is bridged SA buttons 4 or 5 access buttons and status lights on the secondary phone are associated w...

Страница 111: ... Disturb settings on the primary and secondary phones Calls to a bridged extension that are not answered always follow the call coverage point configured for the primary phone or if call forwarding is enabled the appropriate call forward setting for the primary phone If all the bridge lines are in use a call to the primary extension rings on a primary phone SA line and does not ring on the seconda...

Страница 112: ...e secondary phones have Do Not Disturb enabled a call rings on both phones If the primary phone user presses the DND button while the call is ringing it stops ringing and the BSA light stops blinking but continues to ring on the secondary If the secondary 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...

Страница 113: ...r as normal bridge calls Call Forward Forward to Voice Mail and Bridged Line Calls Enabling Call Forwarding and Forward to Voice Mail or enabling both features has the following effect on bridged calls If the primary phone enables Forward to Voice Mail calls ring once on the primary and secondary phones and then go to voicemail If the primary phone enables Call Forward Universal calls to the prima...

Страница 114: ...ry phone 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 Bridged Line Calls Either the primary phone user or the secondary phone user can park a call When either a primary or secondary phone user parks a call and the call park timeo...

Страница 115: ... Line Calls The VCX administrator can map primary phone numbers and secondary phone numbers to buttons on a VCX 3105 Attendant Console In this case status lights on the Attendant Console show that the bridged line is in use for primary and secondary phones Hunt Groups and Bridged Line Calls A primary or a secondary phone can belong to a hunt group If a primary phone is a member of a hunt group a c...

Страница 116: ...he Call feature to an access button Using the Personal Speed Dial feature provides up to six Model 3102 or seven Model 2102 personal speed dial numbers that you can assign Using the Call feature provides an additional nine personal speed dial numbers you can assign 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 copyrigh...

Страница 117: ...ephone Opening the 3105 Attendant Console Label Cover Installing the 3102 Telephone Label Plate Attaching and Adjusting the Articulating Support Bracket Attaching and Adjusting the Fixed Support Bracket Moving Your Telephone Swapping Telephones Cleaning Your Telephone Troubleshooting Problems ...

Страница 118: ...cking 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 ...

Страница 119: ...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 ...

Страница 120: ...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 8 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 9 Figure...

Страница 121: ...tach 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 ...

Страница 122: ... telephone slip into slots on the bracket and the opposite mounting points snap into place Low Profile and High Profile Positions In Figure 12 the support bracket is outlined to show you how to install the VCX Telephone in the low profile and high profile desktop positions 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...

Страница 123: ...on To mount an VCX 2102 telephone on a wall put the bracket on the opposite end of the telephone in the low profile position Pull and twist the knob on the underside of the phone 90 degrees Figure 13 so that the spring loaded peg projects out on the top of the phone Item 1 in Figure 14 Figure 13 Knob for the Handset Support Peg ...

Страница 124: ...port peg 2 Wall with a solid backing 3 Support bracket in the low profile position on opposite end of telephone Security Wall Mount Bracket Every VCX 2102 telephone can be fitted with an optional security wall mount bracket that ensures that the device cannot be removed by unauthorized persons For how to order this bracket consult your 3Com VCX Voice Authorized Partner Read and follow the instruct...

Страница 125: ...assigns a password for your telephone This password associates your telephone extension and mailbox with your account This may allow you to configure another VCX phone in the system to duplicate your primary phone This means if you are away from your primary phone for example in a different office you can program the local phone to use your extension Any calls made to your extension will ring in b...

Страница 126: ... and 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 jac...

Страница 127: ...t 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 The...

Страница 128: ...128 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE ...

Страница 129: ...ugh VCX User interface 106 set with a feature code 84 C call coverage forwarding calls to 107 call fallback call forwarding 106 call forward problems with 127 call forwarding all calls 84 106 busy line 84 106 ring no answer 84 106 setting up 105 call history through the VCX User Interface 103 viewing 72 call park 85 call pickup 88 feature interaction 89 call waiting 79 Caller ID sending or blockin...

Страница 130: ...a remote location 93 forwarding calls 83 105 G global user directory 72 group call pickup 88 group paging 87 H hands free using 57 headset retuning after a long delay 57 using 3102 3103 phone only 57 holding a call 58 Hunt Groups access numbers 95 calling 96 circular 96 feature code 100 feature interaction 99 linear 96 log in or log out feature code 98 logging in 98 overview 94 timeout values 96 t...

Страница 131: ...ve ringing setting through the VCX User Interface 105 Silent Monitor 90 blocking 92 site codes 52 speaker phone problems with 127 using 51 speed dialing 79 configuring personal numbers 80 dialing personal numbers 82 dialing system numbers 83 editing personal numbers 82 one touch 79 personal 79 system 80 viewing configured numbers 83 speed dials problems with 127 status lights 2102 Business Telepho...

Страница 132: ...mplement Attendant Software see Complement Attendant Software VCX User Interface accessing 102 logging out 116 set up selective ringing 105 setting ring patterns 103 setting the time zone 104 viewing call history 103 viewing phone registrations 104 viewing the user directory 103 voice mail problems with 126 volume controlling 55 W Wait for NCP message 127 wall mount bracket 123 Z zone paging 87 ...

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