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Troubleshooting Problems

127

On my VCX Business
Telephone, all incoming
internal calls come over my
speaker phone.

You have the

Hands Free

feature enabled. For details,

see

Using the Hands Free Feature

.

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 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 display panel shows
“Wait for NCP.”

Your telephone may be disconnected from the system.
Hang up your telephone and wait a few seconds. Then
pick up the handset. If the message still appears on
your telephone display panel, contact your
administrator.

Table 13

Possible Problems (continued)

Possible Problem

Suggested Solutions

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Содержание VCX 3105

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...

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 Inform...

Страница 4: ...g 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 Controllin...

Страница 5: ...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...

Страница 6: ...ith 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...

Страница 7: ...t 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...

Страница 8: ...8...

Страница 9: ...ugh 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 un...

Страница 10: ...ta 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 represen...

Страница 11: ...uide 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...

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 followin...

Страница 13: ...eral 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 Configu...

Страница 14: ...elephone 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 softwar...

Страница 15: ...d 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 fol...

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...

Страница 17: ...s 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 Cha...

Страница 18: ...ging 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 t...

Страница 19: ...iversal 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 Cal...

Страница 20: ...ndicator 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...

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...

Страница 22: ...el 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...

Страница 23: ...cribes 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...

Страница 24: ...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 wh...

Страница 25: ...ou 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 perso...

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 butto...

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 C...

Страница 28: ...t 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 bac...

Страница 29: ...ist 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...

Страница 30: ...ress 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 th...

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 but...

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...

Страница 33: ...g 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...

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...

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...

Страница 36: ...tion 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...

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...

Страница 38: ...onsole 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 36...

Страница 39: ...er 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...

Страница 40: ...gh 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...

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 de...

Страница 42: ...ur 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 Attendan...

Страница 43: ...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 th...

Страница 44: ...ical 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 Lis...

Страница 45: ...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 Com...

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

Страница 47: ...hone 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...

Страница 48: ...iew 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...

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...

Страница 50: ...nt 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 th...

Страница 51: ...l 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...

Страница 52: ...rator 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...

Страница 53: ...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 cal...

Страница 54: ...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...

Страница 55: ...k 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 Trans...

Страница 56: ...l 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 vol...

Страница 57: ...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...

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 th...

Страница 59: ...r 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 fo...

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 butto...

Страница 61: ...ected 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...

Страница 62: ...re 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 co...

Страница 63: ...X 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 th...

Страница 64: ...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 S...

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 fea...

Страница 66: ...67 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 Fea...

Страница 67: ...unt 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 Us...

Страница 68: ...itor 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...

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 Ano...

Страница 70: ...t 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 disab...

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 Transferri...

Страница 72: ...ay 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...

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...

Страница 74: ...ion 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...

Страница 75: ...s 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 r...

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...

Страница 77: ...u 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 Grou...

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 fo...

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...

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...

Страница 81: ...ature 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...

Страница 82: ...ore 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...

Страница 83: ...ou 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 spee...

Страница 84: ...e 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 I...

Страница 85: ...ard 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 but...

Страница 86: ...t 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 ca...

Страница 87: ...ictions 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...

Страница 88: ...hones 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 p...

Страница 89: ...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 h...

Страница 90: ...ervisor 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 I...

Страница 91: ...ed 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...

Страница 92: ...ssion 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...

Страница 93: ...n 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 per...

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...

Страница 95: ...oup 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...

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 co...

Страница 97: ...ls 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 Gr...

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 numb...

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 c...

Страница 100: ...ne 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...

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...

Страница 102: ...bled 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 V...

Страница 103: ...e 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...

Страница 104: ...e 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 anoth...

Страница 105: ...ail 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...

Страница 106: ...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 Coverag...

Страница 107: ...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 Po...

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 creat...

Страница 109: ...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 extensi...

Страница 110: ...e 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 no...

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...

Страница 112: ...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 b...

Страница 113: ...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...

Страница 114: ...y 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 bri...

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...

Страница 116: ...e 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 provid...

Страница 117: ...phone 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 Bracke...

Страница 118: ...king sheet that is shipped with the device Power connection for an AC power adapter Network connection Connects the device to the network A powered Ethernet cable that conforms to the Power over Ether...

Страница 119: ...ection 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 y...

Страница 120: ...te 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 Plat...

Страница 121: ...ach the support bracket 1 snap the bracket into the mounting supports 2 on the bottom of the telephone After you connect the cables to the phone press the cables into the cable management clamps 3 on...

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...

Страница 123: ...n 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 s...

Страница 124: ...ort 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 secur...

Страница 125: ...ssigns 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 p...

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...

Страница 127: ...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...

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

Страница 129: ...gh 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...

Страница 130: ...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 h...

Страница 131: ...e 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 perso...

Страница 132: ...plement 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 c...

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