3Com NBX 1102, NBX 1105, NBX 2102, NBX 2102-IR User Guide

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NBX

Telephones

■ NBX 1102 Business Telephone

■ NBX 2102 Business Telephone

■ NBX 2102-IR Business Telephone

■ NBX 2101 Basic Telephone

Attendant Consoles

■ NBX 1105 Attendant Console

Telephone Guide

http://www.3com.com/

Part Number: 900-0095-01 Published: July 2002

■ NBX Complement Attendant Software

Copyright © 2002, 3Com Corporation. All rights reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from 3Com Corporation.

3Com Corporation reserves the right to revise this documentation and to make changes in content from time to time without obligation on the part of 3Com Corporation to provide notification of such revision or change.

3Com Corporation provides this documentation without warranty, term, or condition of any kind, either implied or expressed, including, but not limited to, the implied warranties, terms, or conditions of merchantability, satisfactory quality, and fitness for a particular purpose. 3Com may make improvements or changes in the product(s) and/or the program(s) described in this documentation at any time.

If there is any software on removable media described in this documentation, it is furnished under a license agreement included with the product as a separate document, in the hardcopy documentation, or on the removable media in a directory file 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 LEGEND

If you are a United States government agency, then this documentation and the software described herein are provided to you subject to the following:

All technical data and computer software are commercial in nature and developed solely at private expense. Software is delivered as “Commercial Computer Software” as defined in DFARS 252.227-7014 (June 1995) or as a “commercial item” as defined in FAR 2.101(a) and as such is provided with only such rights as are provided in 3Com’s standard commercial license for the Software. Technical data is provided with limited rights only as provided in DFAR 252.227-7015 (Nov 1995) or FAR 52.227-14 (June 1987), whichever is applicable. You agree not to remove or deface any portion of any legend provided on any licensed program or documentation contained in, or delivered to you in conjunction with, this guide.

Unless otherwise indicated, 3Com registered trademarks are registered in the United States and may or may not be registered in other countries.

3Com, NBX, the 3Com logo, and SuperStack are registered trademarks of 3Com Corporation. NBX NetSet and pcXset are trademarks of 3Com Corporation.

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associated.

ABOUT THIS GUIDE

How to Use This Guide 7 Conventions 8 Documentation 9

Comments on the Documentation 9

1 GETTING STARTED

Setting Up Your Password and Voice Mail for the First Time 11 NBX NetSet Utility 13

Starting the NBX NetSet Utility 13 Navigation and Shortcut Icons in the NBX NetSet Utility 14

Quick Reference Sheets 14

2 NBX BUSINESS TELEPHONES

Business Telephone Buttons and Controls 16 Programmable Access Buttons on the Business Telephone 19

Default Settings 19

Status Lights for System Appearance Buttons on the Business Telephone 20

3 NBX BASIC TELEPHONE

Basic Telephone Buttons and Controls 22 Programmable Access Buttons on the Basic Telephone 23 Status Icons on the Basic Telephone 24

4 NBX VOICE MESSAGING

NBX Messaging Components 25

Important Considerations 26

Changing Your Password 26

Security Tips 27 Changing Your Name Announcement and Personal Greeting 27 Listening to NBX Messages 28

From Your Computer 29

From Your NBX Telephone 29

From Any Internal NBX Telephone 29

From a Remote Location 29

Information About Your Messages 30 Replying to a Message 31 Forwarding a Message 31 Creating and Sending a Message 33 Creating Personal Voice Mail Group Lists 34

Modifying or Deleting Groups 35 Marking a Message as Private or Urgent 36 Forwarding Incoming Calls to Your Call Coverage Point 36 Other Ways to Manage Your Voice Mail Messages 37 Other Kinds of Mailboxes 37

Greeting-Only Mailbox 37

Phantom Mailbox 38

Group Mailbox 38

5 STANDARD FEATURES

Answering a Call 40

Answering a Second Call 40 Using the NBX Telephone Display Panel 41

Tips on Using the Lists 42 More Ways to Dial a Call 42

An Internal Call 42

An External Call 43

Redialing a Call 43 Setting Your Call Coverage Point 43 Putting a Call on Hold 44 Transferring a Call 45

Announced (Screened) Transfer 45

Blind Transfer 45

Direct Mail Transfer 46 Establishing a Conference Call 46

More About Conference Calls 47 Disconnecting the Last Person That You Called 48

Setting the Volume 48

6 PERSONALIZING YOUR TELEPHONE

Guidelines About Features on NBX Telephones 50 Ringer Tones 50 Speed Dials 51

Personal Speed Dials 51 System-wide Speed Dials 52 Special Case: One-Touch Speed Dials 53 Printing Speed Dial Lists 54

Printing Labels for NBX Telephones 54 Off-Site Notification 55 Do Not Disturb 58 Preventing Unauthorized Use of Your Telephone 59

Telephone Locking 59

Call Permissions 60 Class of Service Override 60 Palm Integration 61 Using a Headset 61

Ending Calls When Using a Headset 62

Returning to the Headset After a Long Delay 62

7 GETTING MORE FROM YOUR TELEPHONE SYSTEM

Listening to Your Messages in Your E-mail or Browser 64 Account (Billing) Codes 64 Caller ID 65

Internal and External Caller ID 65

Calling Line Identity Restriction (CLIR) 65 Call Pickup 66

Directed Call Pickup 67

Group Call Pickup 67

Hunt Groups and Calling Groups 68

Hunt Groups 68 Calling Groups 71

Group Membership 71 Call Park 72 Paging 73 Dialing a Call to a Remote Office 74

Using Unique Extensions 74

Using Site Codes 74 Bridged Extensions 75 Delayed Ringing 76 Pulse Dialing 76

Using a Feature Code 77

Using a Mapped Button 77

Using a Personal Speed Dial 77 Additional Applications 77

8 ATTENDANT CONSOLES

NBX 1105 Attendant Console 80

Attendant Console Labels 82 Complement Attendant Software 83

Managing Calls 84

A TELEPHONE INSTALLATION, MAINTENANCE, AND

ROUBLESHOOTING

Connecting the Telephone 85 Attaching and Adjusting the Support Bracket 86

Low-Profile and High-Profile Positions 86

Wall-Mount Position 87

Security Wall-Mount Bracket 87 Moving Your Telephone 88 Swapping Telephones 88 Cleaning Your Telephone 88 Troubleshooting Problems 89

INDEX

ABOUT THIS GUIDE

This guide is intended for anyone using NBX® Telephones, the NBX 1105 Attendant Console, or the NBX Complement Attendant Software. It includes information about using the NBX Voice Mail system and the NBX NetSet

If the information in the release notes (readme.pdf) on the Resource Pack CD differs from the information in this guide, follow the instructions in

the release notes.

Analog telephones connected to the NBX system through the Analog Terminal Card or the single-port Analog Terminal Adapter can use most of the features described in this book. For a list of features and Feature Codes, see the NBX Feature Codes Guide in the NBX NetSet utility.

™

administration utility for personal telephone settings.

How to Use This Guide

Ta bl e 1 shows where to look for specific information in this guide.

Tab le 1 Where to Find Information

If you are looking for information about Turn to

How to get started Chapter 1 The NBX Business Telephones, their buttons, and controls Chapter 2 The NBX Basic Telephone, its buttons, and controls Chapter 3 NBX Voice Messaging features Chapter 4 Using standard telephone features Chapter 5 Personalizing your telephone Chapter 6 Enhanced system features Chapter 7 The Attendant Console and Complement Attendant Software Chapter 8 Telephone maintenance and troubleshooting information Appendix A References to all topics in this book Index

8 ABOUT THIS GUIDE

Conventions Ta bl e 2 defines some commonly used words and phrases in this guide.

Tab le 2 Common Terms

Term Definition

Auto Attendant The set of voice prompts that answers incoming calls and

Administrator The person who is responsible for maintaining your

Receptionist The person who answers the majority of incoming

User A person who has a single NBX Business Telephone, an

NBX 25 NBX 25 Communications System NBX 100 NBX 100 Communications System SuperStack 3 NBX 3Com SuperStack 3 NBX Networked Telephony Solution

describes actions that a caller can take to access individual services.

3Com Networked Telephony Solution.

telephone calls. In some business environments, this person may be a switchboard operator.

NBX Basic Telephone, or an analog telephone connected to the NBX system through an ATC card or the single-port ATA device.

Ta bl e 3

lists conventions that are used throughout this guide.

Tab le 3 Icons

Icon Type Description

Information note Information that describes important features

or instructions.

Caution Information that alerts you to potential loss of

Warning Information that alerts you to potential

data or potential damage to an application, system, device, or network.

personal injury.

Documentation 9

Documentation The documentation set for 3Com NBX Networked Telephony Solutions is

designed to help NBX telephone users, installers, and administrators maximize the full potential of the system.

The NBX Resource Pack CD contains many guides to the NBX products and their related 3Com applications.

To order a set of paper copies of the NBX Administrator’s Guide, NBX Installation Guide, and NBX Telephone Guide, as well as the NBX Resource Pack CD, contact your authorized 3Com NBX reseller.

™

When you log in to the NBX NetSet can view the PDF versions of the NBX Telephone Guide and NBX Feature Codes Guide by clicking the icons at the bottom of the screen.

When you log in as an administrator, you can also see the

NBX Administrator’s Guide.

utility as a user or administrator, you

Comments on the

Documentation

Your suggestions are important to us. They help us to make the NBX documentation more useful to you.

Please send your e-mail comments about this guide or any of the 3Com NBX documentation and Help systems to:

NBX_Techpubs_comments@3com.com

Include the following information with your comments:

■ Document title

■ Document part number (found on the front or back page)

■ Page number

Example:

NBX Telephone Guide

Part Number 900-0095-01 Page 25

As always, please address all questions regarding the NBX hardware and software to your authorized 3Com NBX reseller.

10 ABOUT THIS GUIDE

GETTING STARTED

As soon as you are given a telephone and extension number, you need to set up a password and record your name announcement and personal greeting.

This chapter covers these topics:

■ Setting Up Your Password and Voice Mail for the First Time

■ NBX NetSet Utility

■ Quick Reference Sheets

For how to access NBX features from an analog telephone, set your password as described next and then see the NBX Feature Codes Guide in the NBX NetSet utility.

Setting Up Your Password and Voice Mail for the First Time

The procedure by which you set up your password and voice mailbox for the first time depends on:

■ The kind of telephone that you have

■ The kind of voice messaging system on your NBX system. Ask your

administrator what kind of voice messaging is active on your system.

Ta bl e 4

For details on tones and codes on analog telephones, see the NBX Feature Codes Guide in the NBX NetSet utility.

describes how to set up your first password.

12 CHAPTER 1: GETTING STARTED

Tab le 4 Setting Your NBX NetSet and Messaging Password

Feature NBX Business Phones NBX Basic Phones Analog Telephones

Password — Set Initially

If your system uses NBX Messaging, follow the NBX voice

Msg button and follow

the voice prompts

Msg button and follow the voice prompts

500 ** and follow the

voice prompts prompts to set your NBX password (which is the same for NBX NetSet and voice messaging) OR use the NBX NetSet utility, described next.

If your system uses a voice messaging application other than NBX Voice Messaging, use

this code sequence to set your password for the NBX NetSet utility. 3Com recommends that you use the same password for NBX NetSet and your voice messaging application.

FOR ALL VOICE MESSAGING SYSTEMS:

■ Use only 4- to 10-digit numbers

■ Do not use letters, *, or # as part

OR, for systems that do not use NBX Messaging:

Feature + 434 + new password + # + repeat your new password + #

OR, for systems that do not use NBX Messaging:

Feature

+ 434 + new password + # + repeat your new password + #

OR, for systems that do

not use NBX Messaging:

(Feature Entry Tone)

+ 434

(Feature Entry Tone)

+ new password

+ #

(Feature Entry Tone)

+ repeat your new

password

+ #

(Confirmation Tone)

of your password.

Password — Change

If your system uses NBX Messaging, follow the NBX voice

prompts to change your NBX password (which changes your NBX NetSet password, because they are

Msg button + current password + # + 2 + follow the prompts

500 **

+ current password

+ #

+ 2

+ follow the prompts the same) OR use the NBX NetSet utility, described next.

If your system uses a voice messaging application other than NBX Voice Messaging, use

this code sequence to change your password for the NBX NetSet utility. 3Com recommends that you use the same password for NBX NetSet and your voice messaging application.

FOR ALL VOICE MESSAGING SYSTEMS:

■ If you forget your password, the

administrator can reset it to your extension. Then use this code (for applications other than NBX Voice Messaging) or the NBX voice prompts to change it.

OR, for systems that do not use NBX Messaging:

Feature + 434 + current password + # + new password + # + repeat your new password

OR, for systems that do not use NBX Messaging:

Feature + 434 + current password + # + new password + # + repeat your new password

OR, for systems that do

not use NBX Messaging:

(Feature Entry Tone)

+ 434

(Feature Entry Tone)

+ current password

+ #

(Feature Entry Tone)

+ new password

+ #

(Feature Entry Tone)

+ repeat your new

password

+ #

(Confirmation Tone)

NBX NetSet Utility 13

NBX NetSet Utility The NBX NetSet administration utility has two interfaces:

■ Administrator — Your administrator logs on with a special password

and uses the NBX NetSet utility to manage and configure system-wide telephone settings and many of the settings for your telephone.

■ User — As a telephone user, you log in to the NBX NetSet utility with

your own system ID (your extension) and password to:

■ View and change your telephone’s personal settings, such as speed

dials, ringer tone, and specify where you want your calls to go when you cannot answer them (your call coverage point)

■ Listen to and delete your voice messages from your computer as an

alternative to managing calls on your telephone.

■ View your call permissions, current feature settings, and the

internal user directory to call other users on your system, and log in to and log out of one or all hunt groups and calling groups of which your telephone is a member.

Starting the NBX

NetSet Utility

See Chapter 5

, Chapter 6, and Chapter 7 for discussions about the standard and enhanced features that you can monitor and change in the NBX NetSet utility. See Chapter 4

for voice messaging features.

If your NBX system uses 3Com NBX Unified Communications or a third-party messaging application, off-site notification and other voice messaging features are available through your messaging application. See the application’s documentation rather than using this Guide.

To use the NBX NetSet utility, you need a computer that is connected to your local area network (LAN) and that has a web browser. (You do not need Internet access.) To start the NBX NetSet utility:

1 Ask your administrator for the IP (web) address for your NBX system. 2 In the web browser on your computer, enter the IP address in the

Address field. The NBX NetSet login screen appears.

Microsoft Internet Explorer version 5.5 or later is optimal.

3 Click User to log in as a user. The password dialog box appears. 4 Type your NBX NetSet user identification (always your 3-digit or 4-digit

telephone extension) and your NBX NetSet password, and then click OK.

You cannot log in to NBX NetSet until you establish your password through your telephone using NBX voice prompts or the Feature Code sequence. See Tab le 4

14 CHAPTER 1: GETTING STARTED

Navigation and

Shortcut Icons

in the NBX NetSet

Utility

The icons at the lower right of any Personal Settings window allow you or your administrator to navigate to the following features:

Tab le 5 Navigation Icons

Icon Action Where You Go

Back ■ User — The main NBX NetSet login dialog box

■ Administrator — The NBX NetSet main menu

window.

Help Help for the fields and procedures related to the screen

The icons below the window are shortcuts to these features:

One-Touch Speed Dials

Off-Site Notification

Quick Reference Sheets

Telephone Guide (this guide)

NBX Feature Codes Guide

To open and print a copy of the Quick Reference Sheet for the most frequently used features on your telephone:

1 Log in to the NBX NetSet utility. See “Starting the NBX NetSet Utility”

earlier in this chapter.

2 Click Telephone Quick Reference. The quick reference sheet that

pertains to your telephone model (Business, Basic, or analog) appears.

Adobe Acrobat Reader 4.0 or 5.0 is required to view the file. Reader 5.0 is available free on the NBX Resource Pack CD or from the Adobe Web site:

www.adobe.com

NBX BUSINESS TELEPHONES

This chapter describes the buttons, controls, and features on the following NBX telephone models:

■ NBX 1102 Business Telephone

■ NBX 2102 Business Telephone

■ NBX 2102-IR Business Telephone

The chapter covers these topics:

■ Business Telephone Buttons and Controls

■ Programmable Access Buttons on the Business Telephone

■ Status Lights for System Appearance Buttons on the Business

Telephone

Unless otherwise noted, the features discussed in this chapter apply to all NBX Business Telephones and to the SuperStack 3 NBX, NBX 100, and NBX 25 Networked Telephony Solutions.

For how these features work on an analog telephone connected to the NBX system, see the NBX Feature Codes Guide below any screen in the NBX NetSet utility.

For a description of the features on the NBX Basic Telephone, see

Chapter 3

16 CHAPTER 2: NBX BUSINESS TELEPHONES

Business Telephone Buttons and Controls

Figure 1 shows the buttons and controls on the NBX Business Telephone.

Figure 1 NBX Business Telephone (Model 2102-IR Shown)

352678

10 a–f

11 12

13 14 15

The NBX Business Telephones have these features:

1 Handset 2 MSG (Message) button — Accesses your voice mail messages through

the NBX Messaging system. See “Listening to NBX Messages”

Chapter 4

3 Display panel — Provides telephone status messages, Caller ID

information (if enabled), and the number of messages that you have in your voice mail mailbox. You can also use it to view the directory of people’s names in your company, logs of incoming and outgoing calls, personal speed dial numbers, and system speed dial numbers.

4 FWD MAIL (Forward to Voice Mail) button — Directs all incoming

calls to your voice mail (or to wherever you have specified in NetSet > Personal Settings > Call Forward) after one ring. See “Forwarding

Incoming Calls to Your Call Coverage Point” in Chapter 4.

Business Telephone Buttons and Controls 17

5 Soft buttons — Allow you to select names from the internal user

directory, select and dial a personal speed dial or system-wide speed dial, and select and redial a recent call to or from your telephone. See “Using

the NBX Telephone Display Panel” in Chapter 5. The buttons, left to right:

■ Slct (Select)

■ Back (returns you to the next higher level in the menu)

■ Exit

6 Telephone key pad 7 Scroll buttons — Allow you to scroll through user names in the internal

user directory, view your personal speed dials and system-wide speed dials, and view recent calls to and from your telephone. See “Using the

NBX Telephone Display Panel” in Chapter 5.

8 Program button — Reserved for future use. 9 Programmable Access buttons with indicator lights — See

“Programmable Access Buttons on the Business Telephone”

and “Status

Lights for System Appearance Buttons on the Business Telephone” later

in this chapter.

10 Programmable Access buttons without indicator lights — See

“Programmable Access Buttons on the Business Telephone”

later in this chapter.

11 Hold button — Places a caller on hold. See “Putting a Call on Hold” in

Chapter 5

12 Microphone (located on the underside of the telephone) —

Activated when the telephone is in speaker phone mode, that is, after you press the Speaker button or the Hands Free button. For best results, keep the area around the microphone free of obstructions.

13 Transfer button — Sends an incoming call to another telephone. See

“Transferring a Call”

in Chapter 5.

14 Conference button — Establishes a single call with up to three

additional internal parties, external parties, or both. See “Establishing a

Conference Call” in Chapter 5.

18 CHAPTER 2: NBX BUSINESS TELEPHONES

15 Redial button — Redials the last telephone number or extension that

you called. See “Redialing a Call”

16 Speaker button — Enables you to use the speaker phone feature. Press

the Speaker button before you dial the call, when your telephone is ringing, or while a call is in progress. To turn the speaker phone off and resume the conversation, pick up the handset.

17 Volume control buttons — Adjust the volume of the ringer, the

speaker, and the handset. See “Setting the Volume”

18 Infrared Port (NBX 2102-IR Telephone only) — Receives infrared

signals from a hand-held device running the Palm Operating System. See

“Palm Integration”

19 Mute button — Enables you to prevent callers from hearing what you

are saying during a telephone call. Press the Mute button to turn off the telephone’s microphone when you are using the handset or when your telephone is in speaker phone mode. To turn off the Mute feature, press the Mute button again.

20 Hands Free button — Allows you to answer internal (intercom) calls

without picking up the handset. To activate this feature, press the Hands Free button before calls come in to your telephone. The indicator lights when the feature is enabled. When you receive an internal call, your telephone sounds a tone and activates the speaker phone.

in Chapter 5.

in Chapter 6.

External calls (calls from outside the NBX system) ring to your telephone as usual.

Programmable Access Buttons on the Business Telephone 19

Programmable Access Buttons on the Business

Figure 2 displays the 18 programmable Access buttons. The One-Touch

Speed Dials screen in the NBX NetSet utility shows your telephone’s

current button mappings.

Telephone

Figure 2 Access Buttons

1 2

5 6

Default Settings Access buttons have these default settings, which your administrator can

change:

1 Feature button — Allows you to access features that are not directly

assigned to an Access button on your telephone. See the NBX Feature Codes Guide in the NBX NetSet utility for a list of features and codes.

2 Direct Mail Transfer button — Sends a call directly to another user’s

voice mailbox. See “Direct Mail Transfer”

3 Call Park button — Allows you to place a call in a “holding pattern” so

that it can be retrieved from any other telephone on the system. See

“Call Park”

4Flash button (analog line only) — Toggles the current call to another

call if the line has the Call Waiting service from your local telephone company, or enables call transfer if the line has the Call Transfer service.

5 Unassigned — This button has no default assigned function. 6 Release button — Disconnects calls. This feature is commonly used

when you use a telephone headset. See “Using a Headset”

7 Typically, you can use these nine buttons for personal speed dial settings,

although the administrator can map them to other features. See “Speed

Dials” in Chapter 6.

8 In most circumstances, your administrator designates these three system

appearance buttons as lines for incoming and outgoing calls.

in Chapter 7.

in Chapter 6.

20 CHAPTER 2: NBX BUSINESS TELEPHONES

Status Lights for System Appearance Buttons on the Business Telephone

The light for each Access button that is set up as an incoming line (system appearance) indicates the status of the button. Ta bl e 6

shows the light

pattern that is associated with the status of each line status.

Tab le 6 Status Indicator Lights

Light Status

Off The line is available for use. Steady The line is in use. Fast blink The line is ringing. Slow blink The line is on hold.

The display panel on an NBX Telephone shows the name and extension of an internal caller. If your organization purchases Caller ID service from your telephone company and if the external caller allows Caller ID information to be broadcast, the display panel shows the external caller’s name and telephone number.

You can answer the call while the line’s status light is still flashing. Put the first call on hold and press the Access button for the new incoming call. For more information, see “Putting a Call on Hold”

in Chapter 5.

NBX BASIC TELEPHONE

This chapter describes the buttons, controls, and features that are specific to the NBX 2101 Basic Telephone. It covers these topics:

■ Basic Telephone Buttons and Controls

■ Programmable Access Buttons on the Basic Telephone

Unless otherwise noted, the features discussed in this chapter apply to the SuperStack 3 NBX, NBX 100, and NBX 25 Networked Telephony Solutions.

For a description of the features on the NBX Business Telephone, see

Chapter 2

22 CHAPTER 3: NBX BASIC TELEPHONE

Basic Telephone Buttons and Controls

Figure 3 shows the buttons and controls on the NBX Basic Telephone.

Figure 3 NBX Basic Telephone (Model 2101)

2 3

5 6

The NBX Basic Telephone has these features:

1 Handset 2 Display panel — Provides telephone status messages (see Tab l e 7

), Caller ID, Locked Telephone, and other feature information (if enabled), and the number of messages in your voice mail mailbox. You can also use it to view and dial from the call logs of your most recent calls , the internal user directory, your personal speed dial list or the system-wide speed dial list.

3 Soft buttons — Allow you to select and dial names from Call Logs (your

recent Missed, Answered, and Dialed calls), the internal user directory, or the personal and system-wide speed dial lists. See “More Ways to Dial

aCall” in Chapter 5. The buttons, from left to right, are:

■ Slct (Select)

■ Back (returns you to the next higher level in the menu)

■ Exit

Programmable Access Buttons on the Basic Telephone 23

4 Scroll buttons — Allow you to scroll through user names in the internal

user directory, view your personal speed dials and system-wide speed dials, and view recent calls to and from your telephone. See “Using the

NBX Telephone Display Panel” in Chapter 5.

5 MSG (Message) button — Accesses your voice mail messages through

the NBX Messaging system. See “Listening to NBX Messages” in

Chapter 4

6 Telephone key pad 7 Volume control buttons — Adjust the volume of the ringer and the

handset. See “Setting the Volume”

in Chapter 5.

Programmable Access Buttons on the Basic Telephone

8 Hold button — Places a caller on hold. See “Putting a Call on Hold”

Chapter 5

9 Transfer button — (factory default setting) See “Programmable Access

Buttons on the Basic Telephone” later in this chapter.

10 Call Toggle button — (factory default setting) See “Programmable

Access Buttons on the Basic Telephone” later in this chapter.

11 Feature button — (factory default setting) See “Programmable Access

Buttons on the Basic Telephone” later in this chapter.

12 Switch hook (under the handset) — Pressing and releasing the switch

hook gives you a dial tone. This feature is used with Call Park. See “Call

Park” in Chapter 7.

The NBX Basic Telephone has three programmable Access buttons. The factory-default settings for these buttons are (from left to right):

■ Feature — Press this button before you dial a feature code. See the

NBX Feature Codes Guide below any screen in the NBX NetSet utility.

■ Call Toggle — The Call Toggle button is available only on the NBX

Basic Telephone. Using this button, you can manage two telephone calls at the same time. See “Answering a Call”

■ Transfer — Press this button to transfer the current call to another

extension or telephone number. See “Transferring a Call”

Chapter 5

in Chapter 5.

Your administrator can program these buttons for other commonly used functions. However, changing the settings for the Feature or Call Toggle buttons greatly reduces your ability to use some of the NBX system features.

24 CHAPTER 3: NBX BASIC TELEPHONE

Status Icons on the Basic Telephone

Your NBX Basic Telephone allows you to use two telephone lines at the same time.

On the display panel, the behavior of the telephone icon next to the number 1 (for Line 1) on the first row, or 2 (for Line 2) on the second row, indicates the status of the lines. See Tab le 7

Tab le 7 Status Indicator Behavior for the Telephone Icon in the Display Panel

Telephone Icon

Steady The line is in use. Fast blink The line is ringing. Slow blink The line is on hold.

Status

If a call comes in on one line while you are on a call on the other line, you can answer the second call. See “Answering a Call”

in Chapter 5.

NBX VOICE MESSAGING

This chapter covers these topics:

■ NBX Messaging Components

■ Changing Your Password

■ Changing Your Name Announcement and Personal Greeting

■ Listening to NBX Messages

■ Replying to a Message

■ Forwarding a Message

■ Creating and Sending a Message

■ Creating Personal Voice Mail Group Lists

■ Marking a Message as Private or Urgent

■ Forwarding Incoming Calls to Your Call Coverage Point

NBX Messaging Components

■ Other Ways to Manage Your Voice Mail Messages

■ Other Kinds of Mailboxes

A key component of the NBX Networked Telephony Solutions is the NBX Messaging system, which includes voice mail, off-site notification, and several administrative features. Voice mail allows callers to leave voice messages in your voice mailbox when you are not able to answer your telephone. You can listen to, save, and forward those messages from any touch-tone telephone.

If your system uses a messaging application other than NBX Messaging,

such as 3Com

NBX® Unified Communications or a third-party messaging application, use the documentation for your messaging application instead of the instructions in this chapter.

EXCEPTION: Use the procedures in “Changing Your Password”

regardless

of your messaging application.

26 CHAPTER 4: NBX VOICE MESSAGING

Important

Considerations

Changing Your Password

■ The steps are the same for initially setting up the name

announcement, personal greetings, and passwords for personal, greeting-only, and phantom voice mailboxes. See “Setting Up Your

Password and Voice Mail for the First Time” in Chapter 1 for details.

(Your administrator creates group mailboxes and their passwords.)

■ For changes to passwords and greetings, see “Changing Your

Password” and “Changing Your Name Announcement and Personal Greeting” later in this chapter.

■ The default setting for the maximum length of each voice mail

message on the system is 5 minutes. Your administrator can configure your organization’s NBX messaging system to receive and store voice mail messages that are up to 10 minutes long.

■ Use the Off-Site Notification feature if you want the NBX system to

notify you when callers leave voice mail messages in your voice mailbox. See “Off-Site Notification”

in Chapter 6.

For information on accessing NBX features from an analog telephone, see

™

the NBX Feature Codes Guide in the NBX NetSet up your NBX NetSet password the first time, see Chapter 1

utility. For how to set

You use the same 4-digit to 10-digit password to log in to the NBX NetSet utility and to access your NBX voice mail. You can change this password with your telephone (using the NBX voice prompts or a feature code) or through the NBX NetSet utility. See Ta bl e 8

See Chapter 1

for how to set up your password for the first time.

If you forget your password, the administrator can set it to be your extension number. Then follow the instructions in Ta ble 8 a more secure password. See “Security Tips”

next.

to change it to

If your NBX system uses 3Com NBX Unified Communications or a third-party messaging system:

■ Use the feature code method in Tabl e 8 to set and change the NBX

NetSet password.

■ 3Com recommends that you use the same password for your voice

messaging system and for the NBX NetSet utility.

Changing Your Name Announcement and Personal Greeting 27

Tab le 8 Steps to Changing Your Password

Feature Business Phone Basic Phone Analog Phone

Password — Change

If your system uses NBX Messaging — Follow the NBX

voice prompts to change your NBX password and NBX NetSet password. They are the same.

NBX Messaging users can also use the Feature Code method, next, to change passwords.

If your system uses a messaging application other than NBX Messaging — Use this

code sequence to change your password for the NBX NetSet utility.

3Com recommends that you use the same password for NBX NetSet and your messaging application.

Msg button + current password + # + 2 + follow the prompts

Feature + 434 + current password + # + new password + # + repeat new password

Msg button + current password + # + 2 + follow the prompts

Feature + 434 + current password + # + new password + # + repeat new password

500 ** + extension

+ current password + # + 2 + follow the prompts

(Feature Entry Tone) + 434 (Feature Entry Tone) + current password + # (Feature Entry Tone) + new password + # (Feature Entry Tone) + repeat new password + # (Confirmation Tone)

Security Tips ■ Change your password often.

Changing Your Name Announcement and Personal Greeting

■ Do not use passwords that can easily identify you, such as your phone

extension or birth date.

■ Avoid simple passwords such as 1234 or 0000.

■ Use numbers only; do not use * or # as part of your password.

■ Longer passwords are more secure.

■ Never tell your password to anyone.

Change your personal greeting often, to let callers know, for instance, that you are on vacation, available at another number, or unavailable for a specified amount of time.

You may also want to change the greeting to say that your extension is a “greeting-only mailbox,” so that callers do not attempt to leave messages. See “Greeting-Only Mailbox”

later in this chapter.

28 CHAPTER 4: NBX VOICE MESSAGING

To change your name announcement or personal greeting:

1 Log in to your mailbox at your telephone or remotely. 2 Press 9 for Mailbox Options and then press 1. 3 To review or change your name announcement, press 1 and follow the

prompts.

4 To review or change your personal greeting, press 2 and follow the

prompts.

If you forget your password, the administrator can set it to be your extension number. Then follow the instructions in Ta ble 8 a more secure password. See “Security Tips”

to change it to

earlier in this chapter.

Listening to NBX Messages

You can listen to your NBX voice mail messages from your NBX telephone, from any touch-tone telephone, or by logging in to the NBX NetSet utility. After you listen to messages, you can save or delete them to clear them from the New Messages queue. For how to set up your NBX NetSet password the first time, see Chapter 1

If your system uses a messaging application other than NBX Messaging (such as 3Com NBX Unified Communications or a third-party messaging application), use the documentation for your messaging application instead of these instructions.

Message Indicators When you have messages in your mailbox:

■ On an NBX Business Telephone — The indicator next to the MSG

button lights up, and the display panel shows the total number of messages. Example: 3Msgs2New.

■ On an NBX Basic Telephone — The display panel shows the total

number of messages. Example: 3Msgs2New.

■ On an analog telephone — Pick up the handset. If you hear the

New Messages Tone (alternating solid tone and rapid stutter tone), you have new messages (or messages that you have listened to but did not save or delete). For information on accessing NBX features from an analog telephone, see the NBX Feature Codes Guide in the NBX NetSet utility.

■ In the NBX NetSet utility — Log in as a user. The list of your

messages appear in the Voice Mail Messages area on the NBX NetSet > Personal Settings screen. A new message has a * next to it. A forwarded messages has FWD: next to it.

Listening to NBX Messages 29

From Your Computer To listen to your messages from your computer, you must have a sound

card and a third-party application such as Windows Media Player:

1 Log on to the NBX NetSet utility with your extension and password. 2 Select a message in the Voice Mail Messages area, Personal Settings tab. 3 Click Listen. 4 The third-party application downloads and plays the voice message. 5 To delete the message, select the message and then click Delete.

From Your NBX

Telephone

From Any Internal

NBX Telephone

From a Remote

Location

To listen to your messages from your own NBX Business or Basic Telephone:

1 Pick up the handset and press the MSG button to access the mailbox. 2 At the prompt, type your password and press #. 3 See Ta bl e 9

for the buttons that you use to manage your messages.

To listen to your messages from any NBX telephone other than your own within your NBX system:

1 Pick up the handset and press the MSG button. 2 Press * and dial your extension. You hear your name announcement. 3 Dial your password and press #. 4 See Ta bl e 9

for the buttons that you use to manage your messages.

To listen to your messages from an external telephone:

■ If you can dial your telephone extension directly — Press *

during your greeting. At the prompts, enter your extension and password, and press #.

■ If you call the main telephone number of your organization

and:

■ The Automated Attendant answers — Press * * during the

greeting. At the prompts, enter your extension and password, and press #.

■ The receptionist answers — Ask to be transferred to your voice

mail. Press * during the greeting. At the prompts, enter your extension and password and press #.

See Ta bl e 9

for the buttons that you use to manage your messages.

30 CHAPTER 4: NBX VOICE MESSAGING

Tab le 9 Managing Your NBX Voice Messages

Play or repeat a message.

Save the message. Delete the message from your mailbox. You cannot

retrieve a message after you delete it.

Reply to the message. See “Replying to a Message” later in this chapter.

Forward the message. See “Forwarding a Message” later in this chapter.

Listen to date, time, and sender information about the message. See “Information About Your

Messages” next.

Back up 5 seconds in the current message.

Pause the current message for up to 20 seconds.

Information About

Your Messages

Move ahead 5 seconds in the current message.

Move to the next message.

Return to the main menu.

To listen to date, time, and sender information for a message in your mailbox, press 6 during or after the message, and then press one of these buttons:

Date and time information.

Sender information.

Listen to the previous message.

Replying to a Message 31

Replying to a Message

You can send a reply to the originator of a voice mail message.

If you receive a message that is marked Private, you can send a reply only to the originator.

To reply to a message after you listen to it:

1 Press 4. 2 After the tone, record your reply. 3 Hang up, or press # for more options. 4 If you press #, press one of these buttons:

Send your reply.

Re-record your reply.

Listen to your reply. Mark the message Private or Urgent. See “Marking a

Message as Private or Urgent” later in this chapter.

Cancel your message.

Forwarding a Message

You can forward most messages, either with or without adding introductory comments.

If the message that you received is marked Private, you cannot forward it.

To forward a message:

1 Log in to your voice mailbox at your telephone or remotely. 2 Listen to a message that you want to forward, and press 5. 3 After the tone, record an introductory message and then press #.

OR If you choose not to record a comment, press # when you hear the tone.

32 CHAPTER 4: NBX VOICE MESSAGING

4 Optionally, press one of these buttons, OR proceed to step 5.

5 When you are ready to forward the message, press 1. 6 Dial one of these destination numbers plus #:

■ The internal extension or mailbox number of the recipient

■ A One-Touch (on the NBX Business Telephone), personal, or

system-wide speed dial number. See “Speed Dials”

■ A personal voice mail group list number. (See “Creating Personal Voice

Mail Group Lists” later in this chapter.)

Re-record your introductory comment.

Listen to your introductory comment. Mark the message Private or Urgent. See “Marking a

Message as Private or Urgent” later in this chapter.

Cancel your message.

in Chapter 6.

■ A site code plus extension (to send to a user on another NBX system in

your organization). Example: neee or neeee (where n = one or more site code digits and e = the extension digits on the other system)

For details on valid site codes, see your administrator.

7 To forward the message to several recipients, dial each mailbox number

followed by #.

8 After the last destination number and its #, press #. Your message is sent.

Stay on the line and follow the prompts to delete or save the message.

Creating and Sending a Message 33

Creating and Sending a Message

To create and send a message directly without actually making a call:

1 Log in to your mailbox at your telephone or remotely. 2 Dial 2 to select Create and Send a Message. 3 At the tone, record a message that is at least 2 seconds long, and press #

to end the recording.

4 Optionally, press one of these buttons, OR proceed to step 5.

Re-record the message.

Review the message. Mark the message Private or Urgent. See “Marking a

Message as Private or Urgent” later in this chapter.

Cancel the message.

5 When you are ready to send the message, press 1. 6 Dial one of these destination numbers plus #:

■ The internal extension or mailbox number of the recipient

■ A One-Touch (NBX Business Telephone only), personal, or system-wide

speed dial number. See “Speed Dials”

in Chapter 6.

■ A personal voice mail group list number. (See “Creating Personal Voice

Mail Group Lists” later in this chapter.)

■ A site code plus extension (to send to a user on another NBX system in

your organization). Example: neee or neeee (where n = one or more site code digits and e = the extension digits on the other system)

For details on valid site codes, see your administrator.

7 To send the message to several recipients, dial each mailbox number

followed by #.

8 After the last destination number and its #, press #. Your message is sent.

34 CHAPTER 4: NBX VOICE MESSAGING

Creating Personal Voice Mail Group Lists

A Personal Voice Mail List, also called a mail group, is a collection of extensions to which you assign a special “group number.” Use it to send a message to everyone on the list at the same time.

A Personal Voice Mail List is not the same as a Hunt Group or Calling Group. See “Hunt Groups and Calling Groups”

in Chapter 7.

To create a personal voice mail list (mail group):

1 Log in to your mailbox at your telephone or remotely. 2 Dial 9 for Mailbox Options. 3 Dial 3 for Group Lists, and then 2 for Create Group. 4 Dial any 2-digit number, which becomes the Group Number. 5 After the tone, record a name for the group, and press #. Record the

group number and name.

6 Dial one of these numbers:

■ 1 to save the group name and proceed to step 7

■ 2 to change the group name and return to step 5

■ * to exit without saving

7 After you press 1, dial one of these destination numbers plus #:

■ The internal extension or mailbox number of the recipient.

■ A One-Touch (NBX Business Telephone only), personal, or system-wide

speed dial number. See “Speed Dials”

■ A site code plus extension (to send to a user on another NBX system in

in Chapter 6.

your organization). Example: neee or neeee (where n = one or more site code digits and e = the extension digits on the other system)

For details on valid site codes, see your administrator.

8 When you have added all of the destination numbers, press:

■ 1 to save the group list

■ 2 to cancel creating the group

■ ** to return to the previous menu

OR hang up.

Creating Personal Voice Mail Group Lists 35

Modifying or

Deleting Groups

You can review your voice mail groups, add members, or delete a group.

To modify a voice mail group:

1 Log in to your mailbox at your telephone or remotely. 2 Dial 9 for Mailbox Options. 3 Dial 3 to select Group Lists. 4 Press 1, 3, or 4:

Review your list of groups.

Create a group.

Delete a group.

Add to the members in a group. See step 5.

Return to the main menu.

5 If you press 4, dial one of these destination numbers plus # to add a

destination address to the group:

■ The internal extension or mailbox number of the recipient.

■ A One-Touch (NBX Business Telephone only), personal, or system-wide

speed dial number. See “Speed Dials”

■ A site code plus extension (to send to a user on another NBX system in

in Chapter 6.

your organization). Example: neee or neeee (where n = one or more site code digits and e = the extension digits on the other system)

For details on valid site codes for your system, see your administrator.

6 When you have added all of the destination numbers, press:

■ 1 to save the modified group list

■ 2 to cancel this modification to the group

■ ** to return to the previous menu

OR hang up.

36 CHAPTER 4: NBX VOICE MESSAGING

Marking a Message as Private or Urgent

Forwarding Incoming Calls to Your Call Coverage Point

When you leave a message in another user’s mailbox, you can mark it as Private or Urgent. If you do not select a delivery option, your message is sent as a Normal message.

■ Private Messages — The recipient cannot forward the message to

others.

■ Urgent Messages — Places the message at the beginning of the

recipient’s message queue so that Urgent messages are heard first.

1 Follow the steps in “Replying to a Message”

or “Creating and Sending a Message”

, “Forwarding a Message”,

earlier in this chapter.

2 In step 4, press 9. 3 To mark the message Urgent, press 1. To mark the message Private,

press 2.

4 To send the marked message, press 1, or listen to the prompts for other

choices.

You can configure your NBX telephone so that all incoming calls go directly into your call coverage point, which may be your voice mailbox, the Auto Attendant or receptionist, or a different telephone number. When a call comes in, the telephone rings once (giving you the chance to answer the call) and then sends the call to your call coverage point.

On an NBX Business Telephone:

1 Press the FWD MAIL (Forward to Mail) button. The indicator light turns

on.

2 To turn off Forward to Mail, press the button again. The light turns off.

On an NBX Basic Telephone:

1 Pick up the handset. 2 Press the Feature button and 440. FWD appears in the display panel. 3 To turn off Forward to Mail, pick up the handset and press the Feature

button and 440 again. FWD disappears from the display panel.

To prevent the telephone from ringing even once, use the Do Not Disturb feature. See “Do Not Disturb”

in Chapter 6.

To view your current Forward Calls to Mail setting, log in to

NBX NetSet > User Information > Feature Settings.

Other Ways to Manage Your Voice Mail Messages 37

Other Ways to Manage Your Voice Mail Messages

Other Kinds of Mailboxes

Greeting-Only

Mailbox

You can listen to and, in some configurations, delete your voice messages from within an e-mail application or a messaging application using your Internet browser. For details, see “Listening to Your Messages in Your

E-mail or Browser” in Chapter 7.

The NBX system allows you (for the greeting-only mailbox) or the administrator (for phantom or group mailboxes) to set up mailboxes for special situations, as described in this section.

When you designate that your mailbox is a greeting-only mailbox, callers hear your personal greeting but they cannot leave a voice mail message.

Examples:

■ If you are a teacher in a school, you can create a personal greeting

message every day that explains homework assignments. Students call in to the greeting-only mailbox to get the homework information but cannot leave a message for you on this mailbox.

■ When you take an extended leave of absence, you can create a

personal greeting with the scheduled date of return and whom to call during your absence. Callers can be transferred to other extensions but are unable to leave voice mail messages for you.

■ If you are the administrator, you can create a greeting-only mailbox

and use the personal greeting to post information for employees, such as a notice that the offices are closed because of bad weather.

To change your voice mailbox to a greeting-only mailbox, in NBX NetSet > NBX Messaging, select Greeting Only Mailbox.

When you create the personal greeting, remember to tell callers that they cannot leave messages in this voice mailbox. For instructions on changing the personal greeting, see “Changing Your Name Announcement and

Personal Greeting” earlier in this chapter.

In addition to preventing a caller from leaving a message, a greeting-only mailbox does not allow anyone to:

■ Forward or create and send a message to it

■ Reply to a message that was sent from its extension

Avoid adding a greeting-only mailbox to a personal voice mail group list.

38 CHAPTER 4: NBX VOICE MESSAGING

Phantom Mailbox A phantom mailbox does not have an actual telephone associated with it.

The administrator sets up a phantom mailbox.

Examples:

■ If you are a sales representative who travels constantly for your

organization and never comes into the office, you still need a way to receive telephone messages. Using your phantom mailbox, you can retrieve, forward, and save messages in the same way that any other employee can but without a physical telephone connected to your NBX system.

■ If you are an employee who lives a long distance from your office and

work from home, customers and others can leave messages in the your phantom mailbox and you can call in to the NBX system to retrieve them.

You retrieve messages from a phantom mailbox in the same way that you retrieve messages from a personal mailbox. See “Listening to NBX

Messages” earlier in this chapter.

Group Mailbox A group mailbox is a voice mailbox from which a group of users can

retrieve messages. Your administrator creates group mailboxes and can explain how to retrieve messages that are left in the group mailbox.

Example:

■ During nonbusiness hours, the system can send incoming telephone

calls for your sales department to a group mailbox. Your administrator assigns to the appropriate sales people the ability to listen to, forward, or otherwise handle all messages that are directed to the group mailbox.

Your administrator can assign a Message Waiting Indicator for the group mailbox to an Access button on the NBX Business Telephone of each group member. The light next to the mapped button indicates when the group mailbox has messages in it. A group member can press the button to retrieve messages from the group mailbox.

STANDARD FEATURES

This chapter describes standard features of the NBX Business and Basic Telephones. It covers these topics:

■ Answering a Call

■ Using the NBX Telephone Display Panel

■ More Ways to Dial a Call

■ Setting Your Call Coverage Point

■ Putting a Call on Hold

■ Transferring a Call

■ Establishing a Conference Call

■ Setting the Volume

Unless otherwise noted, the features described in this chapter are available on the SuperStack 3 NBX, NBX 100, and NBX 25 systems.

For help on accessing NBX features from an analog telephone, see the NBX Feature Codes Guide in the NBX NetSet utility. For how to set up your NBX NetSet password the first time, see Chapter 1

If your system uses a messaging application other than NBX Messaging, such as 3Com NBX Unified Communications or a third-party messaging application, use the documentation for your messaging application instead of the instructions in this chapter.

CAUTION: The NBX telephone system operates over the LAN, not through a traditional telephone connection. Your telephone is connected to the NBX system through an RJ45 Ethernet connector instead of a typical RJ11 telephone connection. Your telephone will not work unless it is connected properly. Ask your administrator if you have questions about your telephone connection.

40 CHAPTER 5: STANDARD FEATURES

Answering a Call To answer an incoming call, pick up the handset or, if you are using an

NBX Business Telephone, press the Speaker button.

An unanswered call on any telephone on the NBX system is forwarded to the point that you specify in NBX NetSet > User Information > Call Forward. To specify the number of times that your telephone rings before the call is forwarded or to specify where you want the call to go, see “Setting Your Call Coverage Point”

later in this chapter.

Answering a

Second Call

On the NBX Business Telephone, when a new call arrives while you are on a call:

1 Press Hold to put the current call on hold. 2 Press the Access button for the line on which the new call is arriving. 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.

On the NBX Basic Telephone, use Tab le 1 0

Table 10 Managing Multiple Calls on the NBX Basic Telephone

Line A Line B How to Manage New Calls

Active call Ringing To answer the incoming call, press Call Toggle. (If

you do not answer, the system sends the second call to your call coverage point.)

Active call On hold To toggle to the call that is on hold, press Call

Toggle. To return to the first call, press Call Toggle.

On hold Ringing If you place one call on hold:

■ And you DO NOT hang up the handse, and the

other line rings, press Call Toggle to return to the call on hold. Then press Call Toggle to answer the incoming call.

■ And you DO hang up the handset and the other

line rings, pick up the handset to connect to the incoming call. Press Call Toggle to switch calls.

to manage the two lines.

Using the NBX Telephone Display Panel 41

Table 10 Managing Multiple Calls on the NBX Basic Telephone (continued)

Line A Line B How to Manage New Calls

On hold On hold If you have placed two calls on hold:

■ And you DO NOT hang up the handset, press

Call Toggle to return to the call you most recently placed on hold. Then press Call Toggle again to return to the line you first placed on hold.

■ And you DO hang up the handset, pick up the

handset to return to the call you most recently placed on hold. Then press Call Toggle to be connected to the line you first placed on hold.

Active or on hold

On hold If a third call comes in while you have one active call

and one on hold, or two calls on hold, the system forwards the third caller directly to your call coverage point. See “Setting Your Call Coverage

Point” in Chapter 5 for call forwarding details.

See also “Status Icons on the Basic Telephone” in Chapter 3 for the indicators in the NBX Basic telephone display panel during these calls.

Using the NBX Telephone Display Panel

Use the telephone display panel of the NBX Telephone to dial a number:

■ Call Logs — Logs of the most recent calls to and from your telephone

(Missed Calls, Answered Calls, Dialed Calls).

■ Directory — A list of the users and their extensions on your system

■ Personal Speed Dials — A list of personal speed dial numbers that

you have set in NBX NetSet > Speed Dials or System Speed Dials, the list of the system-wide speed dial numbers

To access the display panel lists:

1 Pick up the handset. Press one of the scroll keys to the right of the display.

On an NBX Business Telephone, press a scroll key without picking up the handset. The Speaker comes on, and you hear the dial tone briefly.

2 Use the scroll keys to move through the lists. When you see the list that

you want to use, press the button under Slct (Select).

3 Use the scroll keys to move to the name or number that you want to call.

Verify that the cursor is at that entry, and press the button under Slct.

4 To move back to the previous menu, press the button under Back. 5 To leave the lists entirely, press the button under Exit, or press an Access

button that is programmed for Release, or hang up.

42 CHAPTER 5: STANDARD FEATURES

Tips on

Using the Lists

■ After you press a scroll key, if you do not select an item immediately,

the display alternates between the list:

Call Logs Directory

and the menu choices:

Select an entry Slct | Back | Exit

■ In the user directory, names appear in alphabetical order. The system

updates the directory when your administrator adds or removes users.

Lee Man Yee Lee Margaret

More Ways to Dial aCall

An Internal Call To dial an internal call:

■ In the user directory, to move quickly to the first name that begins

with a particular letter, use the key pad. For example: press 3 twice to move to the first name that begins with E; press 3 three times to move to the first name that begins with F. Then scroll to the name you want.

This section describes other standard dialing features. For information on dialing from an analog telephone, see the NBX Feature Codes Guide in the NBX NetSet utility.

1 Pick up the handset or, on an NBX Business Telephone, press the Speaker

button. You hear the dial tone. For an internal call, if your telephone defaults to an external line or if you inadvertently choose an external line, select an internal line.

2 Use the display panel to find and dial the last name in the user directory,

find and dial one of the numbers in a speed dial directory, or dial the person’s 3-digit or 4-digit extension.

3 When you are finished, hang up the handset, or if you are using the

Speaker, press the Speaker button again to end the call. For details about placing calls to remote or branch offices, see “Dialing a

Call to a Remote Office” in Chapter 7.

An External Call To dial an external call:

1 Pick up the handset or, if you are using an NBX Business Telephone, press

the Speaker button. You hear the Dial Tone. If your telephone defaults to an internal line, dial 9, 8 or whatever you need to access an external line. If you are using an NBX Business Telephone and one of the buttons is configured to access an external line directly, press the Access button.

2 Dial the number, OR use the display panel on an NBX Telephone to scroll

to a recent missed, answered, or dialed number, or a personal or system-wide speed dial number. If you have programmed one of the One-Touch buttons on the NBX Business Telephone, press that button.

3 When you finish speaking, hang up the handset, or if you are using the

Speaker, press the Speaker button to terminate the call.

Setting Your Call Coverage Point 43

Redialing a Call On an NBX Business Telephone:

Setting Your Call Coverage Point

■ Pick up the handset and press Redial to dial the most recent number

that you called OR use the Call Logs to redial a recently missed, answered, or dialed call.

On an NBX Basic Telephone:

■ Pick up the handset on your telephone and then press the Feature

button + 401 to dial the most recent number that you dialed, OR use the Call Logs on the display panel to redial a recently missed, answered, or dialed call.

Use this feature to specify:

■ How many times you want your telephone to ring before the system

forwards unanswered calls

■ Where you want your calls to go when you do not answer

To change the number of rings or the call coverage point:

1 Log in to NBX NetSet > User Information > Call Forward. 2 Select your choice for the Number of rings before forwarding a call.

44 CHAPTER 5: STANDARD FEATURES

3 Select a call coverage point:

■ If you select Forward Call to Phone Number, type that number in

the Phone Number field. Do not use parentheses, hyphens, or spaces. For external calls, start by entering a 9 or 8 or whatever required to access an outside line. Example: 912815551212 dials (281) 555-1212.

The number that you choose may be limited by your call permissions. To view your permissions, see NBX NetSet > User Info > Call Permissions.

■ If you select Disconnect (no coverage), the system disconnects an

incoming call if it is not answered after the specified number of rings.

4 Click Apply, and then click OK.

■ Calls that come in directly to your extension go to the call coverage

point that you specify in the NBX NetSet utility.

■ Calls that come to your telephone through hunt groups and calling

groups follow the call coverage path that your administrator sets up for the group. See “Hunt Groups and Calling Groups”

in Chapter 7.

Putting a Call on Hold

On an NBX Business Telephone, press Hold. To return to the call, press the Access button on which the call arrived.

On an NBX Basic Telephone:

1 Press the Hold button. 2 To return to the call, press the Call Toggle button.

To put an NBX Basic Telephone call on hold to dial a second number:

1 Press the Call Toggle button to put the call on hold and then dial the

second telephone number.

2 To return to the original call, press the Call Toggle button again.

On the NBX Basic Telephone, if you have placed two calls on hold, how you return to the calls depends on whether you have hung up since you put the call on hold.

If you place two calls on hold:

■ And you DID NOT hang up the handset, press Call Toggle to return to

the call that you most recently put on hold. Then press Call Toggle again to return to the second call.

■ And you DID hang up the handset, pickup the handset to return to

the call that you most recently put on hold. Then press Call Toggle to return to the second call.

Transferring a Call 45

Transferring a Call When you answer an incoming telephone call, the Transfer feature allows

you to send that call from your telephone to any other internal line or, if your call permissions allow, to an outside line. (To view your permissions, log in to NBX NetSet > User Information > Call Permissions. The administrator can change your call permissions.)

Announced

(Screened) Transfer

Before you complete a transfer, you can announce to the recipient that you are transferring a call. The recipient can then decide whether to take the call. To announce a transfer:

1 While on a call, press the Transfer button. The system places the caller

on hold and selects a new line.

2 Dial the extension number to which you want to transfer the call. 3 When the recipient answers, announce the call.

■ If the recipient wants to take the call, press Transfer again to

complete the transfer, and hang up the handset.

■ If you are on an NBX Business Telephone and the recipient does not

want to take the call, retrieve it by pressing the Access button on which the call originated.

■ If you are on an NBX Basic Telephone, and the recipient does not want

to take the call, press and release the hook switch to disconnect the attempted transfer, and then retrieve the original call by pressing Call

Tog gl e.

Blind Transfer In a blind transfer, you transfer the call without notifying the recipient:

1 While on a call, press the Transfer button. The system places the caller

on hold and selects a new line.

2 Dial the number to which you want to transfer the call. 3 As soon as you hear a full ring, press the Transfer button and hang up.

(If you press the Transfer button too soon after you dial the number, the transfer may not occur.)

Your administrator can disable announced Transfers for the entire NBX system. When that setting is enabled, every time that you press the Transfer button, the current call is transferred as soon as you dial the extension — without waiting for you to announce the call.

46 CHAPTER 5: STANDARD FEATURES

Direct Mail Transfer You can transfer a call directly into another user’s voice mailbox. The call

does not ring on that user’s telephone.

Calls transferred to a user’s mailbox by means of Direct Mail Transfer are always directed into that user’s voice mailbox, even if the recipient has specified a different call coverage point.

On an NBX Business Telephone:

1 While you are on a call, press the Access button assigned to Direct Mail

Transfer.

2 Dial the extension of the person to whose voice mailbox you want to

transfer the call.

3 Hang up the handset.

On an NBX Basic Telephone:

1 While you are on a call, press the Feature button and 441. 2 Dial the voice mail extension of the person to whose voice mailbox you

want to transfer the call.

Establishing a Conference Call

3 Hang up the handset.

You can establish a Conference Call with up to four parties, including yourself. You must be using a telephone on the NBX system. The other three parties can be any combination of internal and external calls.

From an NBX Telephone, follow these steps: On the NBX Basic Telephone, you must use the Feature code instructions

in parentheses. For the NBX Business Telephone, use the Conference button OR the Feature Code instructions.

1 Dial a call, or receive a call from someone else. Two parties are now on

the call.

2 While on the call, press the Conference button (or press Feature + 430).

The system selects a new line and places the first party on hold.

3 Dial a call to an internal or external third party.

■ For an announced conference, wait for the third party to answer the

call, and then press the Conference button (or Feature + 430) again.

Establishing a Conference Call 47

■ Until you press the Conference button (or Feature + 430) the

second time, the second party remains on hold, and you may converse with the third party privately.

■ For a blind conference, press the Conference button (or Feature +

430) immediately after you dial the number. You return to the

conference, and you and the second party hear the called party’s telephone ringing.

If the third party answers, three parties are now in the conference call.

If the third party is internal and does not answer, the attempt to conference is cancelled. You cannot establish a conference call with an NBX user’s voice mailbox.

4 Repeat steps 2 and 3 to conference in a fourth party.

■ On the NBX Business Telephone, to use your speaker phone during

the conference call, press the Speaker button.

■ On the NBX Business Telephone, to turn off the microphone, press the

Mute button. The other parties cannot hear you, but you can hear them.

■ For details about the Speaker and Mute features, see “Business

Telephone Buttons and Controls” in Chapter 2.

More About

Conference Calls

■ To place your part of a conference call on hold, press the Hold button.

The other parties can talk among themselves, but they cannot hear you. Music on hold does not play when a conference call is on hold.

■ To transfer a conference call to another telephone, press the Transfer

button. Dial the number to which you want to transfer the call, announce to the recipient (optionally) that you are transferring a conference call, and then press the Transfer button again. All of the conferenced parties are transferred except yourself.

■ Your ability to drop the last person that you added to the conference

is transferred to the person who accepts the transfer.

48 CHAPTER 5: STANDARD FEATURES

Disconnecting the

Last Person

That You Called

(NBX 100 and SuperStack 3 NBX only) Use the Conference Drop

feature to disconnect the last person that you add to a conference call. This feature is helpful if, when you add a party, your call is answered by someone else.

■ Only the person who added the last caller to the conference call can

drop that caller.

■ Your administrator can configure any Access button on an NBX

Business Telephone or the Attendant Console to be a Conference Drop button.

On an NBX Basic Telephone, or on an NBX Business Telephone that does not have a button programmed for Conference Drop:

1 Press the Feature button and 431. 2 The system returns you to the others who are in the conference call.

Setting the Volume On any NBX Telephone, use the Volume Control buttons to raise or

lower the volume.

■ Ring Volume — To raise or lower the volume of the ring, press the up

or down Volume Control buttons repeatedly while your telephone is ringing, until the volume is at the level that you prefer. Ringer

volume is different from ringer tone. See “Ringer Tones”

in Chapter 6.

You can listen to and change the sound of the ringing on your telephone in NBX NetSet > Ringer Tones. See Chapter 1 for how to use the NBX NetSet utility.

■ Handset Volume — To raise or lower the volume of the dial tone or

of the sound that you hear on the handset, pick up the handset and then press the up or down Volume Control buttons repeatedly until the volume is at the level that you prefer. You can change the volume during a conversation or by listening to the dial tone.

■ Speaker Volume (NBX Business Telephones only) — To raise or

lower the volume of the speaker when you are using the speaker phone, 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.

PERSONALIZING YOUR TELEPHONE

Your NBX Networked Telephony System has many features that can make it easier to use your telephone. This chapter describes:

■ Guidelines About Features on NBX Telephones

■ Ringer Tones

■ Speed Dials

■ Off-Site Notification

■ Do Not Disturb

■ Preventing Unauthorized Use of Your Telephone

■ Class of Service Override

■ Palm Integration

■ Using a Headset

For help on accessing NBX features from an analog telephone, see the NBX Feature Codes Guide below any screen in the NBX NetSet utility. For how to set up your NBX NetSet password for the first time, see

Chapter 1

50 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

Guidelines About Features on NBX Telephones

■ If your telephone does not have a button programmed for Feature,

ask your administrator to program one. Unless otherwise noted, all of these features are available on the NBX 100, NBX 25, and SuperStack 3 NBX systems.

■ Your administrator determines whether some of the features that are

described in this chapter are available for your telephone or for the entire system, so some of these features may not be available to you.

■ The settings on your telephone, including your extension, personal

settings, and system settings, remain the same even when you move your telephone from one Ethernet jack to another, as long as both Ethernet connections are part of the same LAN.

■ Because your extension and personal settings are associated with your

telephone, you cannot switch your telephone with another user’s telephone without first having your administrator reassociate your profile with the other telephone.

Ringer Tones To help you to distinguish your telephone’s ring from the sound of other

phones, use the NBX NetSet utility to select one of nine ringing tones.

To change the ringer tone:

1 Verify that your computer has a sound card and speaker. 2 Log in to NBX NetSet > Ringer Tones. 3 Click each of the nine Sample Ringer Tone buttons to hear the choices. 4 From the Ringer Tone Setting pull-down list, select the number of the

tone that you want.

5 Click Apply.

Speed Dials 51

Speed Dials This section describes the types of speed dials — personal speed dials and

system-wide speed dials, plus the special case for NBX Business Telephones, called One-Touch speed dials. It also describes how you can print a list of speed dials and a set of labels for your telephone, showing which of your buttons are mapped to features and speed dial numbers.

Personal Speed Dials You can create a list of up to 99 personal speed dial ID numbers (600

through 699) for any telephone on the NBX system. These speed dials are available only from the telephone for which they were created.

You create, view, and print your personal speed dial list using the NBX NetSet utility. You can view and dial a personal speed dial number using the telephone display panel of any NBX Telephone.

The first personal speed dial numbers appear on whichever of the 9 Access buttons at the left of your NBX Business Telephone the administrator has not mapped to features. See “Special Case: One-Touch

Speed Dials” later in this chapter.

To assign or change a personal speed dial number:

1 Go to NBX NetSet > Speed Dials > Personal. 2 In the Personal Speed Dials box, select an unassigned speed dial ID

number, or select the speed dial ID number for which you want to change the speed dial number.

3 In the Destination Number text box, type the telephone number that

you want the system to dial when you use that ID number.

Include all of the 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. Do not use spaces, hyphens, commas, or other nonnumeric characters.

4 In the Description text box, type a brief description, usually a name, that

corresponds to the number.

5 After you have made all of your changes to the personal speed dials, click

Apply, and then click OK.

52 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

To use a personal speed dial:

1 Pick up the handset or, if you are using an NBX Business telephone, you

can press the Speaker button.

2 Press the Feature button plus the 3-digit personal speed dial code for the

number you want to call, or scroll to Personal Speed Dials on the display panel, press Slct, scroll to the number that you want to dial, and press Slct again.

If you dial a speed dial code that has no number assigned to it, the display panel shows the message “No number stored.”

System-wide

Speed Dials

The administrator can set up to 100 system-wide speed dials (using 700 through 799) for numbers that are dialed frequently by many internal users. You can view the system-wide speed dial list through the NBX NetSet utility, or you can view and dial from it using the telephone display panel.

You can ask the administrator to map a system-wide speed dial number to one of the Access buttons on your telephone. See “Special Case:

One-Touch Speed Dials” next.

To use a system-wide speed dial:

1 Pick up the handset or, if you are using an NBX Business Telephone, you

can press the Speaker button.

2 Press the Feature button plus the 3-digit system-wide speed dial code for

the number that you want to call, or scroll to System Speed Dials on the display panel, press Slct, scroll to the number that you want to dial, and press Slct again.

If you dial a speed dial code that has no number assigned to it, the display panel on your telephone shows the message “No number stored.”

Speed Dials 53

Special Case:

One-Touch

Speed Dials

(NBX Business Telephones only) In most circumstances, your

administrator designates the bottom 3 of the 9 Access buttons at the right of your NBX Business Telephone (item 7 in Figure 2

in Chapter 2) as extension lines to manage incoming and outgoing telephone calls. Any of the remaining buttons that the administrator has not mapped to a feature or system-wide speed dial is available for a One-Touch speed dial.

Use either the One-Touch or the Personal speed dial screen to assign or change the One-Touch speed dial numbers on your telephone. If you make a change in one screen, it appears in the other screen. See

“Personal Speed Dials”

or follow these steps for the One-Touch screen.

To add or change a One-Touch speed dial on an available Access button:

1 Log in to NBX NetSet > Speed Dials > One Touch. 2 Any box that has an asterisk in the right margin is available for a personal

or system-wide speed dial. In any of the asterisked text boxes under Number, type the telephone number to which you want to assign a speed dial button. Or change the telephone number in a box that already has a speed dial number.

3 In the text box under Description, type a brief comment, usually a name,

to help you remember which number you have assigned to this button.

4 After you have made all of your changes to the One-Touch speed dials,

click Apply, and then click OK.

If you make a change in this screen, the change also appears in the Personal Speed Dials screen. See “Personal Speed Dials”

earlier in this

chapter.

54 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

Printing

Speed Dial Lists

Printing Labels for

NBX Telephones

You may find it useful to have a paper list of personal or system speed dials. To print a list of speed dials:

1 Log in to NBX NetSet > Speed Dials > Personal or System-wide. 2 Click 3 A list appears with all of the personal or system-wide speed dial numbers

that are allocated to your telephone.

4 Click to print the list.

You can print labels for your telephone using the LabelMaker forms in the NBX NetSet utility or on the NBX Resource Pack CD. You need Adobe Acrobat Reader 4.0 or higher to open and add text to the LabelMakers. You can download Acrobat Reader 5.0 from the NBX NetSet utility, from the NBX Resource Pack CD, or from www.adobe.com.

To use the LabelMakers:

1 Log in to NBX NetSet > Speed Dials > Telephone Labels. The label

form for your type of telephone appears.

2 To edit the label form, click in the field where you want to add a feature,

name, or number, and then type in the field.

3 Press Tab to move to the next text field in the label. 4 When you are finished, click anywhere outside of the labels to ensure

that all edits take effect.

5 Select Print. In your print dialog box, clear the checkbox for Shrink to Fit

or Fit to Page or any similar choice so that the label size does not change when you print.

6 Print and cut out the labels, and then place them in the label holders on

your telephone.

The free Adobe Acrobat Reader allows you to print files but not to save changes. To save the information that you enter, you must purchase the full Adobe

Acrobat application.

Off-Site Notification 55

Off-Site Notification

When you enable off-site notification, the NBX Messaging system notifies you that you have received voice mail. You can then retrieve your messages. Off-site notification consists of one cycle of up to five attempts to reach you, one attempt for each Attempt row that you configure in the Off-Site Notification screen.

To configure off-site notification for your voice mailbox:

1 In NBX NetSet > NBX Messaging > Off-Site Notification, look for the

System and Group columns in the upper right corner. If the columns show “Yes,” your system administrator has enabled off-site notification for the NBX system and for the Class of Service group to which your telephone belongs. If “No,” ask to have these features enabled.

2 Check Enabled, or, if you want to be notified only about urgent voice

mail messages, check Urgent Messages Only.

3 In the first Attempt row, in the Method drop-down list, select Pager,

VoiceMail, or EMail

The cycle of notice behaviors differs depending on the method that you specify for the first attempt. See the tables at the end of this topic.

4 In the Number/Address field:

■ If you selected Pager for Method in step 3:

■ Enter a pager number. Do not use parentheses, hyphens, or spaces.

Ask your administrator if you need to include the area code and any other digits that your system needs to dial an outside number (such as 9, 8, 1, or 0). After you receive the pager message, you call in to your voice mailbox to listen to your messages.

■ In the Numeric Page field, indicate what you want the pager to

display. Enter a series of digits, such as your telephone extension number.

■ If you selected VoiceMail for Method in step 3:

■ Enter the telephone number at which you want to be notified. Do

not use parentheses, hyphens, or spaces. Ask your administrator if you need to include the area code and all other digits that your system needs to dial an outside number (such as 9, 8, 1, or 0).

When you choose to be notified by voice mail, the NBX system calls the number that you enter in this field. When you answer the call, the system announces the new voice message and allows you to follow the prompts (or log in to the NBX NetSet utility) to access your voice mailbox and listen to and delete any of your messages.

56 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

■ If you selected EMail for Method in step 2:

■ Enter the e-mail address at which you want to be notified. You can

use different e-mail addresses for different Attempts. You can listen to the messages using your PC sound card.

If you delete the e-mail notice with its attached WAV file after you listen to the message, you delete only the copy. The original voice mail message remains in your NBX voice mailbox. You must log in to the NBX voice mail system by telephone or through the NBX NetSet utility to delete your messages.

5 From the Interval drop-down list box, select the number of minutes that

you want the system to wait after each attempt before it moves to the next attempt.

The “best” time interval depends on the Attempt method that you choose. For instance, allow sufficient time after a Pager notification for the usual delay at your pager supplier.

6 Click Apply. 7 Repeat steps 2 through 6 to set up additional attempts if you want.

The cycle of notice behaviors differs depending on the method that you select for the first attempt. See the tables at the end of this topic.

8 You do not need to configure every Attempt row. When you have

configured all of the Attempt rows that you want, click OK. The NBX Messaging tab appears.

9 Test your off-site notification settings by leaving yourself a voice mail

message.

Additional Notes

■ You can use the same notification method for all five attempts, or any

combination of methods.

■ If your voice mailbox is full and someone tries to leave you a voice mail

message, the NBX system does not send you an e-mail notification.

■ When you activate the Telephone Locking feature on your

telephone, the NBX system sends you off-site notification messages only if the notification number (for example, your pager number) is a toll-free telephone number. See “Telephone Locking”

later in this

chapter.

Off-Site Notification 57

Notice Behaviors

These tables explain how the cycle of notice behaviors depends on the method that you select for the first attempt. See the definitions as well as “Resetting the Off-Site Notification Cycle”

■ If you specify EMail for the first attempt:

Attempt Method Notice Behavior 1 EMail ■ You receive an e-mail notice for each voice

message.

■ Each e-mail notice contains information about

the voice message (like time of receipt and the number that called) and the voice message attached as a WAV file.

and then you configure: 2 through 5 as EMail ■ You receive an additional e-mail notice for each

voice message.

■ The second e-mail notice contains no

information about the voice message (like time of receipt and the number that called) and no WAV file attachment.

2 through 5 as Pager ■ You receive a pager call for each voice

message.

2 through 5 as VoiceMail ■ You receive a telephone call for each voice

message. Follow the prompts to log in and

listen to messages, or log in to the NBX NetSet utility.

on the next page.

■ If you specify Pager or VoiceMail for the first attempt:

Attempt Method Effect 1 Pager or

Voice Mail

■ You receive a telephone call or pager call for

only the first new voice message.

and then you configure: 2 through 5 as EMail ■ You receive an e-mail notice for only the first

new voice mail message. The e-mail notice

contains no information about the voice message (like time of receipt and number that called) and no WAV file attachment.

2 through 5 as Pager ■ You receive a pager call for only the first new

voice message.

2 through 5 as Voice Mail ■ You receive a telephone call for only the first

new voice message.

58 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

Resetting the Off-Site Notification Cycle

When you log in to your voice mailbox and hang up or log off (regardless of whether you listen to or delete messages), you start the off-site notification cycle again. You will be notified about the next message that comes into your voice mailbox.

Definitions

■ Cycle — One round of Attempt methods 1 through 5.

■ First new voice mail message — The first voice mail message that

arrived at your mailbox since the last time that you logged in to your voice mailbox through a telephone OR through the NBX NetSet utility

■ Reset — The result of logging in to the NBX NetSet utility as a user.

Do Not Disturb When the Do Not Disturb feature is enabled, calls coming in to your

telephone immediately go to the call coverage point that you set in the NBX NetSet utility. See “Setting Your Call Coverage Point”

When your telephone is in Do Not Disturb mode:

in Chapter 5.

■ Your telephone does not ring when it receives an incoming call.

If you use a Business Telephone or an Attendant Console, the associated status light does flash when a call arrives.

■ You can use the telephone to dial outgoing calls.

■ You can use the telephone to dial internal and external pages.

■ An NBX Business Telephone does not broadcast incoming paging

messages over the speaker.

■ If your telephone is part of a call pickup group, no other telephone in

the pickup group can retrieve a call that comes directly in to your telephone. The incoming call goes immediately to the call coverage point (voice mail, auto attendant, or other extension).

■ If your telephone is part of a hunt group, incoming calls to the hunt

group ring on your telephone. Calls coming in directly to your telephone (not directed to the hunt group) do not ring on your telephone. To prevent every call from ringing, you must enable Do Not Disturb and also log out of the hunt group.

Preventing Unauthorized Use of Your Telephone 59

To enable and disable Do Not Disturb using the feature code:

1 Pick up the handset and press Feature + 446. 2 Hang up. Your telephone is now in Do Not Disturb mode. The display

panel on an NBX Telephone shows DO NOT DISTURB.

3 To disable Do Not Disturb mode, repeat steps 1 and 2. The DO NOT

DISTURB message disappears from the display panel.

To view your current Do Not Disturb setting if you do not have an NBX Telephone or if you are away from your desk, log in to NBX NetSet >

User Information > Feature Settings.

Preventing Unauthorized Use of Your Telephone

Telephone Locking To enable and disable the Locking feature using the feature code:

You can prevent others from dialing long-distance or other unauthorized calls from your telephone temporarily with the Telephone Locking feature, or permanently by having your administrator adjust the call permissions schedule for your extension.

1 Pick up the handset and press the Feature button + 432. The display

panel on an NBX telephone prompts you to enter your password.

2 Enter your password +

The display panel shows the Lock icon and displays only the directory and system-wide speed dials.

3 To turn off this feature, repeat steps 1 and 2. The Lock icon disappears,

and your call logs and personal speed dials are again available.

When Telephone Locking is activated, a person using your telephone can dial only toll-free calls, calls to emergency services (such as 911 in the United States), or calls to telephone numbers that have been programmed in your system as “internal” calls.

Even when Telephone Locking is active on your telephone, your off-site notification choices remain in effect. Your incoming calls are routed to the outside telephone numbers or paging numbers that you have specified in NBX NetSet > NBX Messaging > Off-Site Notification, even if these numbers are not toll-free.

# and hang up. Your telephone is now locked.

To view your current Telephone Lock setting if you do not have an NBX Telephone or if you are away from your desk, log in to NBX NetSet >

User Information > Feature Settings.

60 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

Call Permissions Your administrator establishes Call Permissions to control the types of

calls that can be dialed from your telephone. The administrator can configure these permissions to change depending on the time of day. For example, your administrator can prevent long-distance calls from being dialed from your telephone outside of business hours.

To view your current call permissions, log in to NBX NetSet > User

Information > Call Permissions.

Class of Service Override

The Class of Service Override feature allows you to apply the features of your own NBX telephone temporarily to another NBX telephone on the same local network.

Example:

■ The telephone in a conference room can be configured so that

long-distance telephone calls cannot be dialed from it. You may, however, need to place a long-distance call during a meeting. Using the Class of Service Override feature, you can apply the features of your own telephone to the conference room telephone for one call only and dial the call (assuming that your Call Permissions allow you to make long-distance calls from your own telephone).

To activate the one-call-only Class of Service Override from any NBX telephone:

1 Pick up the handset. 2 Press the Feature button and 433. 3 Dial your telephone extension. 4 Dial your voice mailbox password and press #. 5 When you hear the dial tone, you can dial the call in the same way that

you do from your own NBX telephone.

When you use Class of Service (CoS) Override, any reports that are generated on the NBX system indicate that the CoS features of your own NBX telephone were applied temporarily to the telephone on which you made the call.

Palm Integration 61

Palm Integration (NBX 2102-IR Telephone only) — The infrared port on the front edge

of the NBX Model 2102-IR Business Telephone receives infrared signals from a hand-held device running the Palm operating system. You can use your hand-held device to call numbers in its directory and to perform standard NBX Business Telephone operations, such as Forward, Redial, and Transfer.

Install the Palm Dialer software (available on the NBX Resource Pack CD) on your hand-held device. See your administrator for details.

Using a Headset You can use a headset that has a microphone with any NBX telephones.

These instructions are for a typical headset and amplifier. You may need to modify some of these instructions for some types of headset or amplifier equipment.

To use a headset for all calls:

1 Insert the cord for the headset amplifier into the handset cord's

receptacle on the underside of the telephone.

2 Insert the cord for the headset into the headset amplifier and put on the

headset.

3 Pick up the phone’s handset off the phone and lay it down on your desk.

To use either the handset or the headset for each call:

1 Insert the cord for the headset amplifier into the handset cord receptacle

on the underside of the telephone.

2 Insert both the headset cord and the handset cord into the headset

amplifier.

3 For headset calls: Lift the handset off the telephone and leave it off. Use

the headset microphone and earphones.

4 For handset calls: Press the button on the headset amplifier that turns the

headset off, pick up the handset, and speak into it.

When you use a headset, either the headset or the amplifier is plugged into the handset cord’s receptacle on the underside of the telephone. Although the handset may be plugged into the amplifier, you must remove the handset from the cradle to use the headset.

62 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

Ending Calls When

Using a Headset

Returning to the

Headset After a

Long Delay

To end calls when using a headset with:

■ An NBX Business Telephone, press the Release button.

■ An NBX Basic Telephone, press the Feature button and 111.

Certain brands of headsets have a power-saving mode that prevents the telephone from ringing for one or more calls when both of these circumstances are true:

■ The headset amplifier buttons for Mute and On are both set to On.

■ The handset is off the phone for a long time (for instance, overnight).

It may take a few minutes for your headset to return from the power-saving mode to the active mode when calls first come in, so your telephone may not ring until the headset has returned to active mode, and you may miss a call.

If you plan to not use the headset for a long time (for instance, overnight), 3Com recommends that you set the mute and headset buttons on the amplifier to Off and hang up the handset on your telephone. When you are ready to receive calls again, set up the headset for receiving calls:

1 Pick up the handset on your telephone and lay it down on your desk. 2 Put on the headset. On the amplifier, set headset button to On.

GETTING MORE FROM YOUR

TELEPHONE SYSTEM

This chapter covers these topics:

■ Listening to Your Messages in Your E-mail or Browser

■ Account (Billing) Codes

■ Caller ID

■ Call Pickup

■ Hunt Groups and Calling Groups

■ Call Park

■ Paging

■ Dialing a Call to a Remote Office

■ Bridged Extensions

■ Delayed Ringing

■ Pulse Dialing

■ Additional Applications

Several of the features described in this chapter include having a telephone line appear on more than one NBX Business Telephone. For any of these features, if one person is using a telephone line, no one else can listen in on that same line from a different telephone.

If your system uses a messaging application other than NBX Messaging, such as 3Com messaging application, use the documentation for your messaging application instead of the instructions in this chapter.

For help on accessing NBX features from an analog telephone, see the NBX Feature Codes Guide in the NBX NetSet utility. For how to set up your NBX NetSet password the first time, see Chapter 1

NBX® Unified Communications or a third-party

64 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM

Listening to Your Messages in Your E-mail or Browser

Account (Billing) Codes

(NBX 100 and SuperStack 3 NBX) You can listen to your voice mail

from any computer that allows you to access your e-mail. Your e-mail software application must be IMAP-4 compliant, such as Microsoft Outlook.

If you configure your first off-site notification method to send you an e-mail message when you have voice messages, the NBX system sends each voice mail message as an attachment to an e-mail message.

When you delete the e-mail message that has the voice message attached, you are not deleting the voice message on the NBX system. To delete voice messages, you must access your voice mailbox.

Voice mail messages are attached as sound files, so your computer must have a sound card and either speakers or headphones.

See your administrator for assistance with this feature. See also “Off-Site

Notification” in Chapter 6 for a discussion of off-site notification

behavior.

(NBX 100 and SuperStack 3 NBX) The Account Codes feature allows your administrator to track calls that are associated with an individual client or account. When you answer your telephone or when you dial a call, you dial a numeric account code that allows the NBX system to track time spent on the telephone with a client, perhaps to be associated with a billable account.

To activate the Account Codes feature at any time before or during a call:

1 Press the Feature button and 888. 2 Dial the account code that has been assigned by your administrator, and

then press the # key.

Caller ID 65

Caller ID Your administrator can set up your NBX system to allow for Internal and

External Caller ID and can configure the system so that you can block your identity (telephone number) from the person whom you are calling.

Internal and External

Caller ID

Calling Line Identity

Restriction (CLIR)

By default, the NBX system shows the extension and name of an internal caller on the display panel of your NBX telephone.

External Caller ID provides the same information for external incoming calls if your organization subscribes to the service from your local telephone company.

Exception: The information does not appear if the caller has blocked the information from being sent to the NBX system.

Availability and service charges for External Caller ID vary by location.

(NBX 100 and SuperStack 3 NBX) On NBX systems that are configured using T1 lines configured as D1, you may need to or choose to prevent the NBX system from transmitting your Caller ID information to outside parties when you dial a call. This feature is called Calling Line Identity Restriction, or CLIR. You can restrict calls:

■ For all external (outbound) calls that you dial, or

■ For only the next external (outbound) call that you dial.

Your administrator can configure your system so that CLIR is always active, in which case you cannot change the CLIR settings on your telephone to override this option.

CLIR for All External Calls

To enable CLIR-All for all calls from your telephone:

1 Pick up the handset, and press the Feature button and 889. The display

panel on an NBX Telephone shows CLIR-ALL OFF.

2 Dial the number that you want to call.

The NBX system does not send caller ID information on this call or any future calls until you disable this feature.

66 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM

To disable CLIR-All:

1 Pick up the handset. 2 Press the Feature button and 889 again. CLIR-ALL ON appears briefly in

the display panel, and then disappears when you hang up the handset.

To view your current CLIR-All setting, log in to NBX NetSet > User Information > Feature Settings.

CLIR for Next External Call Only

To enable CLIR for the next call from your telephone:

1 Pick up the handset. 2 Press the Feature button and 890. The telephone display panel shows

CLIR-NEXT On.

3 Dial the number that you want to call. 4 When you disconnect the call (or hang up the handset without making a

call), the CLIR feature is no longer in effect. CLIR-NEXT On disappears from the display panel.

Call Pickup Use the Call Pickup feature to answer a call that is ringing on another

telephone. This feature is best arranged in advance when you and another user know that it would be convenient or necessary to answer calls ringing on that user’s telephone.

You can answer a call that is ringing on another telephone only if you and that user both are members of the same Call Pickup group or if that user is a member of a Call Pickup group that allows “nonmember pickup.”

To view the list of Call Pickup groups of which you are a member:

1 Log in to NBX NetSet > User Information > Call Pickup. 2 Select the group number that you want to view from the Group List, and

click Details to display the list of members of that group.

There are two types of Call Pickup, explained next:

■ Directed Call Pickup — Retrieves a call that is ringing on a specific

telephone.

■ Group Call Pickup — Retrieves a call that is ringing on any one of a

group of telephones.

Call Pickup 67

Directed Call Pickup To answer a call that is ringing on another user’s telephone

using the feature code:

1 Pick up the handset. 2 Press the Feature button followed by 455 and the user’s extension. The

call is directed to your telephone.

To answer a call ringing on another user’s telephone

using One-Touch Pickup:

1 Pick up the handset. 2 Press the Access button that your administrator has assigned to

Directed Pickup.

3 Dial the extension number of the telephone that is ringing.

Group Call Pickup To answer a call that is ringing on a group member’s telephone

using the feature code:

1 Pick up the handset. 2 Press the Feature button followed by 456 and the group number. The

call is directed to your telephone.

To answer a call that is ringing on a group member’s telephone

using One-Touch Pickup:

1 Pick up the handset. 2 Press the Access button that your administrator has assigned to

Call Pickup.

3 Dial the group number.

68 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM

Hunt Groups and Calling Groups

Hunt Groups Incoming calls ring to one member of the hunt group. If that member’s

Your administrator can establish informal “call centers” so that incoming calls can be directed to several phones.

Calls that come in to your telephone through your extension go to the call coverage point that you have set up. Calls that come in to your telephone through hunt groups and calling groups follow the call coverage path set up by the administrator for that group.

telephone is in use, or if that member does not answer the call, the system “hunts” for another member of the group until the call is answered or is forwarded to the group call coverage point. For example, if there are no available members of the hunt group, the call might be forwarded to a group mailbox or to the receptionist.

Figure 4

Figure 4 Sample Hunt Group Configuration

shows an example of a hunt group configuration.

1 Incoming Telephone Call 2 Telephone #1 3 Telephone #2 4 Telephone #3 5 Group Voice Mailbox

Hunt Groups and Calling Groups 69

Hunt groups can be static or dynamic:

■ If you are in a static hunt group, you are always part of that group

along with the other group members.

■ If you are in a dynamic hunt group, you must log in to the group to be

part of it.

To log in to a dynamic hunt group using your NBX Telephone:

1 Pick up the handset. 2 Press the Feature button followed by the hunt group number that is

assigned by your administrator. The ranges of possible hunt group numbers are shown in Tab l e 1 1

3 Dial the hunt group password, which is assigned by your administrator. 4 Press #.

To log out of a dynamic hunt group using your NBX Telephone:

1 Pick up the handset. 2 Press the Feature button followed by the hunt group number. 3 Hang up the telephone.

Table 11 Hunt Group Numbers (Assigned by the Administrator)

On an NBX 100 system On a SuperStack 3 NBX system

850 – 879 850 – 879

and 900 – 969

Your administrator can configure a hunt group to an Access button on an NBX Business Telephone. To log in to or to log out of the hunt group, press the specified Access button. The indicator next to the button lights to show that you are logged in. On the NBX Basic Telephone, the display panel shows the message IN.

70 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM

To log in to a dynamic hunt group using the NBX NetSet utility:

1 Log in to NBX NetSet > User Information > Hunt Groups. 2 Select the number of the hunt group that you want to log in to. 3 In the Password text box, type the hunt group password. 4 Click Log In, and then click Close.

If you log in to a dynamic hunt group and do not answer a call when it rings on your telephone, the system logs you out of the group.

To log out of a dynamic hunt group using the NBX NetSet utility:

1 Log in to NBX NetSet > User Information > Hunt Groups. 2 Select the number of the hunt group that you want to log out of. 3 In the Password text box, type the hunt group password. 4 Click Log Out, and then click Close.

To log in to all hunt groups of which you are a member:

1 Log in to NBX NetSet > User Information > Hunt Groups. 2 Click the Login all button.

To log out of all hunt groups of which you are a member:

1 Log in to NBX NetSet > User Information > Hunt Groups. 2 Click the Logout all button.

Hunt Groups and Calling Groups 71

Calling Groups One type of hunt group is the Calling Group. Calling groups allow an

incoming call to ring simultaneously on all telephones in a group, for example, a customer service group. To log in to or out of a calling group follow the steps in “Hunt Groups and Calling Groups”

earlier in this

chapter.

Figure 5

shows an example of a calling group configuration.

Figure 5 Sample Calling Group Configuration

1 Incoming Telephone Call 2 Telephone #1 3 Telephone #2 4 Telephone #3 5 After a specified number of rings (no answer) 6 Receptionist

Group Membership To view the list of users that belong to a group:

1 In NBX NetSet > User Information > Hunt Group, select a group. 2 Click Details.

72 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM

Call Park Use Call Park to place a call in a “holding pattern” and make it available

for another person to pick up from any telephone on the system. Use the internal paging feature, the external paging feature, or both, to announce the call. The recipient can retrieve the call from any NBX Telephone by dialing the Call Park extension that you give during your announcement.

This feature is useful when:

■ The recipient is elsewhere in the building.

■ You want to continue a call on another telephone (for instance, in a

conference room for privacy), and transferring the call does not give you enough time to retrieve it.

When you park a call, you assign it a Call Park extension, which anyone can use to retrieve it. Tab le 1 2 numbers. Ask your administrator to verify the Call Park extensions for your location.

Table 12 Factory Default Call Park Extension Numbers

lists the factory default Call Park extension

System Default Extension Numbers

SuperStack 3 NBX 6000 – 6099 NBX 100 601 – 609 NBX 25 601 – 609

If the call is not answered within 5 minutes after it is parked, it rings again at the original telephone. Your administrator can modify the length of this waiting period.

To p ark a ca ll :

1 While you are on a call, press the Feature button and 444, or press the

Access button assigned to Call Park.

2 Use the telephone key pad to dial a Call Park extension from the list

shown in Tab le 1 2

or the list of extensions at your location.

If you select a Call Park extension that is already in use, the display panel displays Park Cancelled, and the call rings back to your telephone. Try another Call Park extension.

Paging 73

3 To notify another user about the parked call:

a From an NBX Business Telephone, select an Access button that is

assigned for placing telephone calls, and dial the user’s extension, or use the paging feature. See “Paging”

next for details.

b From an NBX Basic Telephone, press the hook switch. When you hear

the dial tone, dial the user’s extension, or use the paging feature. See

“Paging”

next for details.

To retrieve a parked call:

1 Pick up the handset of any telephone on the system. 2 Dial the Call Park extension that was assigned to the call.

Paging Depending on your location and equipment, you can broadcast a

message in one of three ways, as described in Tab l e 1 3

1 Pick up the handset.

2 Dial the paging extension as shown in Tab le 1 3

3 Speak into the NBX Telephone handset and then hang up.

Do not press the Feature button before you dial the Paging extension.

Table 13 Paging Extension

Feature

External Paging

Broadcast an announcement over a public address system that has a paging amplifier and speaker system that is connected to your NBX system

Internal Paging

Broadcast an announcement through the speakers on all NBX Business Telephones on your system

Simultaneous Paging

Broadcast an announcement externally and internally at the same time

NBX 100 (default extension)

620 6200

621 6201

622 6202

SuperStack 3 NBX (default extensions)

74 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM

Dialing a Call to a Remote Office

Using Unique

Extensions

(NBX 100 and SuperStack 3 NBX) On these systems, you can dial calls

between sites that are separated geographically but that are linked by a Wide Area Network (WAN) connection. Typical configurations are described in the next sections.

In the sample network shown in Figure 6

, each site must have unique telephone extensions. Whenever you make a call to an extension not located at your own site, your NBX system sets up a connection to the appropriate site.

In this example, to call a user in Dallas, a user in Chicago dials a Dallas extension (3000 through 3999). The dial plan on the Chicago NBX system sets up the necessary connection to the Dallas NBX system and then to the extension at that site.

Figure 6 Using Unique Extensions to Dial Remote Offices

Chicago NBX System Extensions 1000–1999

WAN

Atlanta NBX System Extensions 2000–2999

Dallas NBX System Extensions 3000–3999

Using Site Codes Your administrator also can configure your telephone system to use site

codes for dialing remote offices. Each site may have overlapping

telephone extensions. In this example, you dial a site code first, followed by the extension at the site. Your administrator chooses the site codes for your system.

For example, as shown in Figure 7

, to call someone in Atlanta, a user in Chicago dials the site code 62 and then the appropriate extension (1000 through 3999). To reach a user in Dallas, a user in Chicago dials 63 and then the appropriate extension (1000 through 3999). The site code prevents conflicts between the remote extension number and a duplicated extension number at the local site (Chicago).

Figure 7 Using Site Codes to Dial Remote Offices

Bridged Extensions 75

Chicago NBX System Extensions 1000–3999 Site Code 61

WAN

Dallas NBX System Extensions 1000–3999 Site Code 63

Atlanta NBX System Extensions 1000–3999 Site Code 62

Bridged Extensions With a bridged extension, buttons and status lights on one telephone are

associated with buttons and status lights on another telephone. On the primary telephone, you can perform all operations (such as dialing telephone calls, placing calls on hold, forwarding calls, and so on). On the secondary telephone, you can answer calls made to the primary telephone’s extension but cannot make calls using the buttons that are associated with the primary telephone.

The administrator can create bridged extensions on:

■ NBX Business Telephones

■ NBX Basic Telephones — If an 1105 Attendant Console is associated

with an NBX Basic Telephone, you can create bridged extensions on the Attendant Console.

Example:

If an assistant’s job is to answer a manager’s telephone calls, your administrator can map the manager’s extension on the assistant’s telephone. The manager’s telephone is the primary telephone, and the assistant’s telephone is the secondary telephone.

Your administrator can map a primary telephone’s extension to one or more secondary telephones.

76 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM

Delayed Ringing (NBX Business Telephone and Attendant Console only) The Delayed

Ringing feature prevents a telephone on a shared line from ringing on a specific telephone until the incoming call rings on another telephone a specified number of times.

A shared line can be a bridged extension or an incoming analog telephone line that is mapped to more than one telephone.

Example:

A telephone extension is programmed to appear on a manager’s telephone and on the assistant’s telephone. When a call comes in to the manager on that extension, the assistant’s telephone rings a specified number of times (typically, 4 rings) before the call audibly rings on the manager’s telephone. Even during the first silent rings, the line’s status light on the manager’s telephone flashes, allowing the manager to answer the calls if required.

Pulse Dialing In some locations, analog telephone users must dial telephone calls using

pulse dialing instead of tone dialing (also called Dual Tone Multi Frequency, or DTMF, dialing).

Your administrator must configure the Analog Line Card ports for pulse dialing.

Examples:

■ Some of your telephone lines are provided by a telephone company

that supports only pulse dialing while other lines are provided by a different telephone company that support DTMF dialing.

■ Your organization’s telephone service provider offers low-cost,

pulse-dialing-only service.

■ In some situations, you must switch to DTMF dialing during a call. For

example, if your call is answered by an automated attendant that requires that you enter information from your telephone keypad, you must typically enter the information using DTMF dialing.

Additional Applications 77

Using a Feature Code To change from pulse dialing to DTMF during a call:

1 Press the Feature button and 891. 2 Your connection is switched from pulse to tone (DTMF) for the remainder

of the call. When you hang up, the port you were using on the Analog Line Card reverts to pulse dialing mode.

Using a Mapped

Using a Personal

Speed Dial

Additional Applications

Button

Your administrator can map a button on your telephone so that you can press the button to change from pulse dialing to DTMF during a call. When you hang up, the port you were using on the Analog Line Card reverts to pulse dialing mode.

You can configure a personal speed dial in the NBX NetSet utility to dial a number in pulse dial mode and then to switch to DTMF. Use the left carat character (<) as the command to switch to DTMF mode. You can also include the digits that you want the system to dial after switching to DTMF. The system dials any digits after the < using DTMF tones. When you hang up, the port you were using on the Analog Line Card reverts to pulse dialing mode.

For additional information about programming speed dials, see “Personal

Speed Dials” in Chapter 6.

These software applications are available on the NBX Resource Pack CD:

■ NBX Call Reports *

■ NBX TAPI Service Provider (NBXTSP)

■ Windows 95 Prerequisites (for NBXTSP only)

■ NBX TAPI Dialer *

■ Complement Attendant Software *

■ Palm Dialer

■ pcXset soft telephone *

■ NBX Media Driver

■ Microsoft Internet Explorer R5.5*

* Tested with Window XP Home Edition and Windows XP Professional Edition.

78 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM

ATTENDANT CONSOLES

The NBX 1105 Attendant Console and the NBX Complement Attendant Software (CAS) application enable a receptionist to handle high call volumes efficiently. Although receptionists are the primary users of the Attendant Console and CAS, the two can be used by busy sales representatives and others who receive a high volume of telephone calls or who make frequent calls to the same telephone numbers.

This chapter covers these features:

■ NBX 1105 Attendant Console — A device that works along with NBX

Telephones to increase call handling capability. In most offices, the Attendant Console is used by a receptionist or switchboard operator, referred to in this guide as “the receptionist.”

■ Complement Attendant Software (CAS) — A software application

that allows a receptionist to answer and route calls using a personal computer. Your administrator installs the Complement Attendant Software on your computer from the NBX Resource Pack CD.

The Attendant Console and Complement Attendant Software can be used at the same time. However:

■ When incoming calls appear on the Attendant Console, you must

handle them using the buttons of the console.

■ When calls appear on the computer screen, you must handle them

using the computer mouse and the CAS software features.

80 CHAPTER 8: ATTENDANT CONSOLES

NBX 1105 Attendant Console

The NBX 1105 Attendant Console has 50 Access buttons and five preprogrammed buttons.

Each of the Access buttons can handle two assignments, for total functionality of 100 buttons. The buttons support most of the same functions as the 12 Access buttons on the NBX Business Telephone. See

Figure 8

. In effect, the Attendant Console is an extension of the NBX

Business Telephone or NBX Basic Telephone to which it is assigned.

The Access buttons on the Attendant Console can have two sets of assignments: 1 through 50, and 51 through 100. To toggle between the two sets of assignments, press the Shift button on the lower left corner of the Console.

Your administrator can assign features to each Access button, or the receptionist can assign features to the buttons using the NBX NetSet utility. Possible features:

■ Status of internal telephone extensions

■ Status of external telephone lines

■ Speed dials for:

■ User extensions

■ Pager numbers

■ Cellular telephone numbers

■ Message Waiting Indicators (MWI) for:

■ Group mailboxes

■ Phantom or personal mailboxes

■ Time of Day Service Modes (see your administrator for details)

■ Status of Hunt Group and Calling Group lines

The five preprogrammed, single-purpose buttons are labeled 3 through 7 in Figure 8

NBX 1105 Attendant Console 81

Figure 8 Attendant Console

467

1 Access buttons with LEDs — An indicator light next to each button

shows whether the line is available or in use and which assigned features are enabled. For details of button status, see Tab le 6

in Chapter 2.

2 Labels —You can print labels for your Attendant Console using the

LabelMaker forms in the NBX NetSet utility or on the NBX Resource Pack CD. You need Adobe Acrobat Reader 4.0 or 5.0 to open and edit the LabelMakers. Acrobat Reader is available on the NBX Resource Pack CD or from www.adobe.com.

See “Attendant Console Labels”

next.

3 Shift button — Enables you to toggle between the two sets of Access

buttons on the console. Press the Shift button for Access buttons 1 through 50. Press the Shift button again for Access buttons 51 through 100.

4 Transfer button — Enables you to send a call to another telephone. See

“Transferring a Call”

in Chapter 5.

5 Direct Mail Transfer button — Allows you to send a caller directly to

another user’s voice mailbox or phantom mailbox. See “Direct Mail

Tran sfe r” in Chapter 5.

6 Call Park button — Places a call in a “holding pattern” so that it can be

retrieved from any other telephone on the system. See “Call Park” in

Chapter 7

7 Hold button — Places a caller on hold. See “Putting a Call on Hold”

Chapter 5

82 CHAPTER 8: ATTENDANT CONSOLES

Attendant Console

Labels

To use the Attendant Console LabelMaker:

1 Log in to NBX NetSet > Speed Dials. 2 Right click Attendant Console Labels and save the file to your PC. 3 On your PC, open the file and edit the label template by clicking on the

square that you want to edit. Type a description of the feature that you are assigning to the Access button.

4 Press Tab on your keyboard to move to the next text field in the label. 5 When you are finished, click anywhere outside of the labels to ensure

that all of your changes take effect.

6 Select Print. 7 In your print dialog box, clear Shrink to Fit, Fit to Page, or any similar

boxes so that the label size does not change.

8 Print the label template, cut the labels out, and place them in the label

holders on the Attendant Console.

The free Adobe Acrobat Reader allows you to print files but not to save changes. To save files, purchase the full Adobe

Acrobat software.

Complement Attendant Software 83

Complement Attendant Software

On your personal computer, the Complement Attendant Software displays your 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.

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.

Ta bl e 1 4

describes the main elements of the Complement Attendant

Software screens.

Table 14 Elements of the Complement Attendant Screens

Field Purpose

Display Panel Displays Caller ID information (name and extension number),

Find/Phone# Display Provides the extension number and name of the person

Clear Button Cancels previous criteria. Extension Tab Sorts the data in the directory by listing the extension numbers

First Tab Sorts the list of users in alphabetical order by first name. Last Tab Sorts the list of users in alphabetical order by last name. Department Tab Sorts the directory by the user department. Hidden Tab Hides entries in the NBX directory that you do not want to

Quick Tab Provides quick access to the most frequently used entries in the

the status of a call, and the duration of the call. The number of calls displayed depends on the number of access lines that you have specified in your general settings.

selected in the directory.

in ascending order.

appear on other tabs, such as conference room phones.

directory.

84 CHAPTER 8: ATTENDANT CONSOLES

Ta bl e 1 5 describes Complement Attendant Software buttons and the

keyboard shortcuts to functions on the Action menu.

Table 15 Attendant Software Buttons and Keyboard Shortcuts

Button Purpose

Answer Answers an incoming call. Alt+A Dial Dials a selected number to place an outgoing call. Alt+D Park Places a call in a “holding pattern” so that it can

UnPark Releases a caller from a “holding pattern.” Alt+U Release Terminates a call. Alt+R Hold Places a caller on hold. Alt+H UnHold Removes a caller from being on hold and returns

Transfer Forwards a call to another telephone. Alt+T Complete Transfer Completes the transfer of a call. Alt+M Cancel Transfer Cancels a transfer. Alt+S Conference Establishes a single call with up to three additional

Complete Conference

Cancel Conference Cancels the addition of a party to a conference

Keyboard Shortcut

Alt+K be retrieved from another telephone on the system.

Alt+N to the call.

Alt+C internal or external parties.

Completes the conference call. Alt+P

Alt+E call.

Managing Calls To manage incoming calls using the Complement Attendant Software,

click the buttons at the bottom of the screen, as described here:

1 Select a sort method by clicking the appropriate tab. For example, to

select a user by last name, click the Last tab.

2 Click the user’s name. The user’s extension number and name appear in

the Find/Phone # field.

3 Click the button for the way that you want to handle the call. For

example, to transfer a call, click Transfer. To park a call, click Park.

For additional information on using the Complement Attendant Software, see the Help system in the software.

TELEPHONE INSTALLATION,

Connecting the Telephone

MAINTENANCE, AND TROUBLESHOOTING

This chapter covers these topics:

■ Connecting the Telephone

■ Attaching and Adjusting the Support Bracket

■ Moving Your Telephone

■ Swapping Telephones

■ Cleaning Your Telephone

■ Troubleshooting Problems

The underside of the NBX Telephone is shown in Figure 9.

Figure 9 Underside of the NBX Telephone

86 APPENDIX A: TELEPHONE INSTALLATION, MAINTENANCE, AND TROUBLESHOOTING

The underside of the NBX Business Telephone includes:

1 Handset cord (connects to the handset) 2 Computer cable (connects to your desktop computer) 3 Ethernet cable (to the LAN jack) 4 Power cord (to an electrical power source) 5 Strain relief tab that prevents the power cord from becoming

disconnected

6 Tabs for the mounting bracket

Attaching and Adjusting the Support Bracket

Low-Profile and

High-Profile Positions

Each NBX Telephone is shipped with a support bracket that you can attach to the telephone’s underside in low profile, high profile, or wall mount positions.

Tabs on the underside of the telephone slip into slots on the bracket, and the opposite mounting points snap into place. See Figure 9

In Figure 10 the NBX Telephone in the low-profile and high-profile desktop positions.

Figure 10 Low-Profile and High-Profile Desktop Positions

, the support bracket is outlined to show you how to install

, Item 6.

Attaching and Adjusting the Support Bracket 87

Wall-Mount Position To mount the NBX 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 11 loaded peg projects out on the top of the phone (Item 1 in Figure 12

Figure 11 Knob for the Handset Support Peg

) so that the spring-

Figure 12 shows the NBX Telephone in the wall-mount position.

Figure 12 Wall-Mount Position

1 Handset support peg 2 Wall with a solid backing 3 Support bracket in the low-profile position on opposite end of telephone

Security Wall-Mount

Bracket

For how to order the optional security wall-mount bracket for NBX Telephones, consult your authorized NBX reseller. Read and follow the instructions that come with the bracket.

88 APPENDIX A: TELEPHONE INSTALLATION, MAINTENANCE, AND TROUBLESHOOTING

Moving Your Telephone

Swapping Telephones

Cleaning Your Telephone

All NBX Telephones have the Automatic Telephone Relocation feature. Each telephone has a unique “address.” You can move your telephone to another location, connect it to any Ethernet jack on the LAN, and still maintain all of your personalized features, speed dials, and extension number.

Because your extension number and personal settings are associated with your physical telephone, only your administrator can move phone extension settings from one telephone to another.

Always unplug your telephone from the power source before you clean it. Use a soft cloth dampened with mild detergent.

WARNING: Failure to unplug the telephone before you clean it could result in electrical shock.

Troubleshooting Problems 89

Troubleshooting Problems

Ta bl e 1 6 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 16 Possible Problems

Possible Problem Suggested Solutions

My telephone has no dial tone and the display panel is blank.

My telephone has “locked up.” ■ Your telephone has lost the connection to the system. Remove

Callers cannot leave messages on my voice mail.

When I park a call, the display panel shows “Park xtn in use,” and the call returns to my telephone.

When I dial 9 or 8 to access an outside line, the display panel shows “All Ports Busy.”

After I call another user in my organization, I hear a tone but no ringing.

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

When I try to access the NBX NetSet utility, I do not get a response after I type the NBX system’s IP address and press Enter.

■ Verify that the power cord is fully inserted in the correct

connector on the underside of the telephone. Use the strain relief tab to prevent the cord from becoming unplugged (as shown in Figure 9

■ Verify that the Ethernet cables are connected, 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.

the Ethernet cord from the jack, and then re-insert it into the jack.

■ Wait a few seconds. If the telephone display panel still appears

to be locked, disconnect the electrical power for your telephone, and then plug it back in.

■ Your mailbox may be full. Log in to your voice mailbox and

delete some messages.

■ Your telephone may be set up for Greeting Only Mailbox. Log

in to NBX NetSet > NBX Messaging, and then clear Greeting Only Mailbox.

You have selected a Call Park extension that is already in use. Try another Call Park extension. Your administrator can add additional Call Park Extensions. For details, see “Call Park”

in Chapter 7.

No outside lines are available. Try again in a few minutes.

The other user may have the Hands Free Active on Intercom feature enabled. Begin speaking after you hear the tone. For details, see “Business Telephone Buttons and Controls”

Chapter 2.

You have the Hands Free Active on Intercom feature enabled. For details, see

Chapter 2

“Business Telephone Buttons and Controls” in

Ask your administrator to verify the IP address that you typed into your web browser.

90 APPENDIX A: TELEPHONE INSTALLATION, MAINTENANCE, AND TROUBLESHOOTING

Table 16 Possible Problems (continued)

Possible Problem Suggested Solutions

I am unable to log in to the NBX NetSet utility. You must set up your voice mail before you can use the NBX NetSet

utility. Press the

MSG button. The prompts guide you through the

setup. Then use your voice mail password to access the NBX NetSet utility. See “Setting Up Your Password and Voice Mail for the First

Time” in Chapter 1.

My telephone is not forwarding my incoming calls to my voice mailbox.

On my NBX Business Telephone, I added a One-Touch speed dial, but the telephone does

In NBX NetSet > User Information > Call Forward, verify that you have selected Forward to Voice Mail as your call coverage point. For details, see “Setting Your Call Coverage Point”

Chapter 5

Use only numeric characters in your Speed Dial setup. For details, see “Special Case: One-Touch Speed Dials”

in Chapter 6.

not dial that number. I try to pick up a call ringing on another

telephone using Directed Call Pickup, but it fails.

My telephone keeps ringing after I pick up the handset.

The telephone that you are using to pick up the call may not be in the same group as the telephone that is ringing and the ringing telephone does not allow nonmember pickup. See “Call Pickup”

Chapter 7

■ 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 labels that I print for my telephone or Attendant Console do not fit the telephone or console.

When you are in Adobe Acrobat Reader, select File and then Print. In the Print dialog box, be sure that the check box for Fit to Page or Shrink to Fit (or similar names) is not selected.

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.

INDEX

Access buttons

Attendant Console 80, 81 Basic Telephone 23

Business Telephone 17 account codes and billing codes 64 Acrobat Reader 54, 81 administrator 8 Adobe software 54, 81 All Ports Busy message 89 analog telephones on an NBX system 11 announcements, broadcasting 73 answering calls 40 applying your call permissions to another

telephone 60

Attendant Console 79, 80

Access buttons 81 Auto Attendant 8 automatic telephone relocation 50

billing and account codes 64 blocking

internal and external ID 65

unauthorized outbound calls 59 bracket

security wall-mount 87

telephone support 86 branch offices, calling 74 bridged extensions 75 broadcasting announcements 73 buttons

Attendant Console 81

Basic Telephone 22

Business Telephone 16

call centers 68 call coverage point 43 call forward

problems with 90

call forward (call coverage point) 43 call logs

on telephone display panel 41

call park 72

button on Attendant Console 81 button on Business Telephone 19 default extensions 72

retrieving a parked call 73 call permissions 60 call pickup 66

directed 66

group 66 call toggle on Basic Telephone

button 23

managing incoming calls 40 Call Transfer service (analog lines) 19 Call Waiting service (analog lines) 19 caller ID

identity restriction 65

restricting on outbound calls 65 calling group

sample configuration 71 calling groups 68 Calling Line Identity Restriction (CLIR) 65 Class of Service (CoS) override 60 cleaning telephones 88 CLIR 65 codes

account and billing 64

NBX Feature Codes Guide 7 Complement Attendant Software (CAS) 79, 83

computer screens and tabs 83

keyboard shortcuts 84 Conference button 17 conference calls 46

adding parties 46

dropping last party 48 connecting telephones

electrical power 85

jacks (RJ-45 and RJ-11) 39 conventions, typographical 8 creating voice mail messages 33

92 INDEX

delayed ringing 76 dial tone 89

on analog telephones 7

dialing calls 42

redial 43 release with headset 61 switching from pulse to tone 76

direct mail transfer 46

button on Attendant Console 81

button on Business Telephone 19 directed call pickup 66 display panel

call logs, user directory, and speed dial lists 41

on Basic Telephone 22, 24

on Business Telephone 16 Do Not Disturb feature 58 dual tone multi-frequency (DTMF) dialing 76 dynamic hunt groups 69, 70

electrical shock, avoiding 88 e-mail

getting voice mail messages in 37

notification of voice mail messages 55 external paging 73 external telephone calls, dialing 43

Feature button

Basic Telephone 23

Business Telephone 19 Feature Codes Guide in NBX NetSet utility 11 feature settings

CLIR-All 66

Do Not Disturb 59

Forward Calls to Mail 36 Find/Phone Tab

Complement Attendant Software (CAS) 83 Flash button 19 forgot my password 26, 28 forwarding callers directly to another user’s

mailbox 46

forwarding calls to your voice mailbox

as your call coverage point 43

from an NBX Basic Telephone 36

from an NBX Business Telephone 16 forwarding unanswered calls 43 forwarding voice mail messages 31 Fwd Mail button 16, 36

Greeting-Only mailboxes 37 group call pickup 66 group lists, personal voice mail

creating 34 modifying 35

group voice mailbox 38

Hands Free button 18 handset volume 48 headsets, using 61 hold 44

button 17, 23, 81 by parking calls on Basic Telephone 72

hunt groups 68

and the Do Not Disturb feature 58 calling groups 71 dynamic 69 logging in to or out of all 70 sample configuration 68 static 69

icons in the NBX NetSet utility

navigation 14 shortcuts 14

icons, display panel

locked telephone 59 status on Basic Telephone 24

incoming calls

answering 40 calling groups 68 forwarding directly to another user’s mailbox 46 hunt groups 68 on a Basic Telephone 40 transferring 45

indicators, voice mail messages 28

off-site notification 55 infrared port 18 installing telephones 85 intercom

Hands Free button 18

internal paging 73 internal caller ID 65 internal calls, dialing 42 internal paging 73

jack, Ethernet 50

INDEX 93

LabelMakers

for NBX telephones 54 for the Attendant Console 81

problems with printing 90 length of voice messages 26 lights, status 20 listening to messages

from an analog telephone 28

from an NBX telephone 28

from remote telephones 29 lists

modifying personal voice mail group lists 35

personal voice mail group lists 34 locking your telephone 59

blocking unauthorized calls 59

off-site notification restriction 56 logs on NBX telephone display panel

answered calls 41

dialed calls 41

missed calls 41 long-distance calls, preventing 59

mailboxes

greeting-only 37

group 38

phantom 38

setting up personal 11 maintenance, telephone 85 message (MSG) button

Basic Telephone 23

Business Telephone 16 message indicators 28 messages

creating and sending 33

forwarding 31

listening to from a remote location 29

maximum length 26

Message Waiting Indicator Access button 38

private 36

replying to 31

sending 33

urgent 36 Messaging, NBX 25 microphone 17 moving telephones 50, 88 MSG button 16, 23 Mute button 18

name announcement

changing 27

setting the first time 12 NBX 100 8 NBX 25 8 NBX Basic Telephone 21 NBX Business Telephones 15 NBX Messaging 25 NBX NetSet password 26

changing 12

forgotten 12

initial 12, 13 NBX NetSet utility

getting started 13

overview 13

problems with 89 NBX Unified Communications messaging

application 25

NetSet password

security tips 27 notification, off-site 55

off-site notification 55 outbound calls

dialing 42

speed dials 51

pager, off-site notification 55 paging 73

required equipment 73

restricted by Do Not Disturb 58

to announce a parked call 72 Palm integration 61 parking a call 72

retrieving the call 73 passwords

changing in the NBX NetSet utility 13

changing on the telephone 26

forgotten 26, 28

security tips 27 permissions

allowed calls 60

viewing your call permissions 60

94 INDEX

personal greeting

changing 27

setting the first time 12 personal speed dial numbers 51 personal voice mail group lists

creating 34

modifying 35 phantom mailboxes 38 picking up calls 66 position, wall-mount bracket 87 printing speed dial lists 54 private messages 36 problems, solving 85 Program button, Business Telephone 17 programmable Access buttons

Attendant Console 81

Basic Telephone 23

Business Telephone 17, 19 public address system 73 pulse dialing 76

Quick Reference sheets 14

receptionist 8

and the Attendant Console 80

and the Complement Attendant Software

(CAS) 83 Redial button, NBX Business Telephone 18 redialing calls 43 Release button 19 releasing calls with headset 61 relocating telephones 88 remote notification 55 remote offices, calling 74 replying to voice mail messages 31 ringer

tone, choosing 50 volume 48

ringing

delayed 76 Do Not Disturb 58

scroll buttons 17, 23 security

passwords 26, 27 preventing unauthorized outbound calls 59

wall-mount bracket 87 sending messages 33 shared telephone lines

bridged extensions 75

delayed ringing 76

hunt groups 68 Shift button, Attendant Console 81 simultaneous paging 73 site codes 74 soft buttons, NBX Telephones 17, 22 software, Complement Attendant (CAS) 83 sound volume

of handset, speaker phone, and ringer tone 50 Speaker button on Business Telephone 18 speaker phone 18

problems with 89

using 43

volume 48 speed dials 51

One-Touch 53

personal speed dial numbers 51

printing lists of 54

problems with 90

system-wide speed dial numbers 52 status icons, Basic Telephone display panel 24 SuperStack 3 NBX 8 support bracket

security wall-mount 87 support brackets 86

tabs, Complement Attendant Software (CAS)

screens 83 telephone icons, Basic Telephone display panel 40 telephone maintenance 85 telephone number, for Off-site notification 55 telephone support brackets 86 telephones

cleaning 88 connecting 85 mounting 86 moving and swapping 88

INDEX 95

third-party messaging applications 25 time-of-day calling restrictions 59 toll calls, preventing others from dialing 60 tone dialing 76 tones, ringer selection 50 Transfer button

Attendant Console 81

Business Telephone 17 transferring calls 45 troubleshooting 85

list of possible problems 89

unauthorized use of telephone, preventing 59 Unified Communications, NBX 25 urgent messages 36 user 8

voice mail

accessing through e-mail 37

changing your password 26

components 25

creating messages 33

forwarding 31

group mailboxes 38

indicators 28

initializing 11

listening remotely 29

listening to messages 28

maximum message length 26

message indicators 28

Message Waiting Indicator Access button 38

NBX Unified Communications 25

password security tips 27

personal group lists, creating and modifying 35

private messages 36

problems with 89

replying to 31

retrieving from a remote location 29

sending 33

setting up 11

third-party 25

urgent messages 36 voice mailboxes, greeting-only 37 volume buttons on NBX Telephones 18, 23 volume setting

for the handset 48 volume settings for ringer tone 48 volume settings for speaker 48

Wait for NCP message 90 wall-mount bracket 87

96 INDEX

3Com NBX 1102, NBX 1105, NBX 2102, NBX 2102-IR User Guide

Specifications and Main Features

Frequently Asked Questions

User Manual

CONTENTS

ABOUT THIS GUIDE

Conventions Ta bl e 2 defines some commonly used words and phrases in this guide.

Documentation

GETTING STARTED

NBX NetSet Utility 13

Quick Reference Sheets

NBX BUSINESS TELEPHONES

Business Telephone Buttons and Controls

Programmable Access Buttons on the Business Telephone 19

Default Settings Access buttons have these default settings, which your administrator can

NBX BASIC TELEPHONE

Basic Telephone Buttons and Controls

Programmable Access Buttons on the Basic Telephone

Status Icons on the Basic Telephone

NBX VOICE MESSAGING

NBX Messaging Components

Changing Your Password

Security Tips ■ Change your password often.

Changing Your Name Announcement and Personal Greeting

Listening to NBX Messages

From Your Computer To listen to your messages from your computer, you must have a sound

Replying to a Message

Forwarding a Message

Creating and Sending a Message

Creating Personal Voice Mail Group Lists

Marking a Message as Private or Urgent

Forwarding Incoming Calls to Your Call Coverage Point

Other Ways to Manage Your Voice Mail Messages

Other Kinds of Mailboxes

When you designate that your mailbox is a greeting-only mailbox, callers hear your personal greeting but they cannot leave a voice mail message.

Phantom Mailbox A phantom mailbox does not have an actual telephone associated with it.

Group Mailbox A group mailbox is a voice mailbox from which a group of users can

STANDARD FEATURES

Answering a Call To answer an incoming call, pick up the handset or, if you are using an

Redialing a Call On an NBX Business Telephone:

Setting Your Call Coverage Point

Transferring a Call 45

Blind Transfer In a blind transfer, you transfer the call without notifying the recipient:

Direct Mail Transfer You can transfer a call directly into another user’s voice mailbox. The call

Establishing a Conference Call

Setting the Volume On any NBX Telephone, use the Volume Control buttons to raise or

PERSONALIZING YOUR TELEPHONE

Guidelines About Features on NBX Telephones

Ringer Tones To help you to distinguish your telephone’s ring from the sound of other

Speed Dials 51

Personal Speed Dials You can create a list of up to 99 personal speed dial ID numbers (600

Off-Site Notification

Do Not Disturb When the Do Not Disturb feature is enabled, calls coming in to your

Preventing Unauthorized Use of Your Telephone

Telephone Locking To enable and disable the Locking feature using the feature code:

Call Permissions Your administrator establishes Call Permissions to control the types of

Class of Service Override

Palm Integration 61

Using a Headset You can use a headset that has a microphone with any NBX telephones.

Listening to Your Messages in Your E-mail or Browser

Account (Billing) Codes

Caller ID

Call Pickup Use the Call Pickup feature to answer a call that is ringing on another

Directed Call Pickup To answer a call that is ringing on another user’s telephone

Group Call Pickup To answer a call that is ringing on a group member’s telephone

Hunt Groups and Calling Groups

Hunt Groups Incoming calls ring to one member of the hunt group. If that member’s

Calling Groups One type of hunt group is the Calling Group. Calling groups allow an

Group Membership To view the list of users that belong to a group:

Call Park Use Call Park to place a call in a “holding pattern” and make it available

Paging 73

Dialing a Call to a Remote Office

Using Site Codes Your administrator also can configure your telephone system to use site

Bridged Extensions 75

Delayed Ringing (NBX Business Telephone and Attendant Console only) The Delayed

Pulse Dialing In some locations, analog telephone users must dial telephone calls using

Using a Feature Code To change from pulse dialing to DTMF during a call:

Additional Applications

ATTENDANT CONSOLES

NBX 1105 Attendant Console