3COM NBX 3101SP User Manual

®

NBX

NBX Networked Telephony Solutions

System Release 6.0

Basic Telephone Guide

Part Number 900-0336-01
Published July 2006

http://www.3com.com/

3Com Corporation
350 Campus Drive
Marlborough, MA
01752-3064

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UNITED STATES GOVERNMENT LEGENDS:

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

United States Government Legend: All technical data and computer software is commercial in 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
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
portion of any legend provided on any licensed program or documentation contained in, or delivered to
you in conjunction with guide.

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

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

Other brand and product names may be registered trademarks or trademarks of their respective holders.

52.227-14 (June 1987), whichever is applicable. You agree not to remove or deface any

2.101(a) and as

CONTENTS

ABOUT THIS GUIDE

How to Use This Guide 10
Conventions 10
Documentation 11

Comments on the Documentation 11

1 GETTING STARTED

Setting Up Your Password and Voice Mail for the First Time 13
NBX NetSet Utility 15

Starting the NBX NetSet Utility 16
Navigating the NBX NetSet Utility 17
Setting Your Accessibility Options 17

Quick Reference Guide 17

2 3COM 3101 AND 3101SP BASIC TELEPHONES

Telephone Buttons and Controls 19
Programmable Access Buttons 22
Status Lights for System Appearance Buttons 23

3 3COM 2101 BASIC TELEPHONE

Telephone Buttons and Controls 25
Programmable Access Buttons 27
Status Icons 28

4 NBX MESSAGING

NBX Messaging Components 29

Important Considerations 29

Changing Your Password 30

Security Tips 31

Changing Your Name Announcement and Personal Greetings 31

4

Listening to NBX Messages 32

Message Indicators 32
Listening from Your Computer 33
Listening from Your 3Com Telephone 33
Listening from Any Internal 3Com Telephone 33
Listening from an External Location 33
Managing Your Messages 34

Information About Your Messages 34
Replying to a Message 35
Forwarding a Message 35
Creating and Sending a Message 36
Using Voice Mail Group Lists 37

Viewing System Groups 37

Creating Personal Groups 37

Modifying or Deleting Personal Groups 39
Marking a Message as Private or Urgent 40
Other Ways to Manage Your Voice Mail Messages 41
Other Kinds of Mailboxes 41

Greeting-Only Mailbox 41

Phantom Mailbox 42

Group Mailbox 42

5 STANDARD FEATURES

Answering a Call 45

Caller ID 46

Answering a Second Call 46
Using the 3Com Telephone Display Panel 47

Tips on Using the Lists 48
Dialing a Call 49

An Internal Call 49

An External Call 49

Redialing a Call 50
Forwarding Incoming Calls 50

Call Coverage Points 50

Condition to Forward Calls 50

Setting Call Forward from the Telephone 51

Setting Call Forward from the NBX NetSet Utility 53

Call Forward Precedence 55

Putting a Call on Hold 56

Dialing Another Call 57
More Than One Call 57

Transferring a Call 58

Announced (Screened) Transfer 59

Blind Transfer 59
Direct Mail Transfer 60
Establishing a Conference Call 60

Disconnecting the Last Person That You Called 61

More About Conference Calls 62
Using Camp On 62

Initiating Camp On With Call Transfer 63

Initiating Direct

Camp On 64

More About

Camp On 64
Using Automatic Callback 66

Initiating Automatic Callback 66

More About Automatic Callback 67
Setting the Volume 68

5

6 PERSONALIZING YOUR TELEPHONE

Guidelines About Features on NBX Telephones 69
Ringer Tones 70
User Button Mapping 70

Button Mapping Notes 75
Speed Dials 76

Personal Speed Dials 76

System-wide Speed Dials 78

Special Case: One-Touch Speed Dials 78

Printing Speed Dial Lists 79

Printing Labels 79
Off-Site Notification 80

Managing Off-site Notification Using the Telephone 84
Do Not Disturb 85
Preventing Unauthorized Use of Your Telephone 86

Telephone Locking 86

6

Call Permissions 87
Class of Service Override 87
Using a Headset 88

General Headset Instructions 88

Returning to the Headset After a Long Delay 89

7 GETTING MORE FROM YOUR TELEPHONE SYSTEM

Listening to Your Messages in Your E-mail 92
Account (Billing) Codes 92
Caller ID 93

Internal and External Caller ID 93

Calling Line Identity Restriction (CLIR) 93
Call Pickup 95

Directed Call Pickup on a Specific Telephone 95

Group Call Pickup 95
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 95

Automatic Call Distribution 96

Hunt Groups 99

Calling Groups 101

Group Membership 102
Supervisory Monitoring 102

Agent Role for 3Com Entry and Analog Telephones 102

Supervisory Monitoring Terminology 102

Monitor 103

Whisper 104

Barge-In 104

Change Agent 105

Call Privacy 105

More About Supervisory Monitoring 106
WhisperPage 107

Starting a WhisperPage Session 108

More About WhisperPage 109
Call Park 109
Paging 110

Paging the System 111

Paging Zones 111
Configurable Operators 112

How Configurable Operators Work 112
Configuring the Operators 113

Using Message Waiting Indicator to Telephone 114

Sending an MWI Message 114
Retrieving an MWI Message 114
Deleting MWI Messages 115
Cancelling an MWI Message 115

Dialing a Call to a Remote Office 116

Using Unique Extensions 116

Using Site Codes 117
Bridged Extensions 118
Delayed Ringing 119
Using Pulse Dialing 119
Additional Applications 121

8 FEATURE CODES

NBX Tones 123
Feature Codes with 3Com Telephones 124

3Com Basic Telephone 125
Using Feature Codes 125

7

9 3COM 3105 AND 1105 ATTENDANT CONSOLES

3Com Attendant Console 130

Access Buttons 130

Feature Buttons 130

Attendant Console Labels 133
Opening the 3105 Attendant Console Label Cover 133
Complement Attendant Software 134

Managing Calls 136

A TELEPHONE INSTALLATION AND MAINTENANCE

Connecting the Telephone 137
Attaching and Adjusting the Articulating Support Bracket 139
Attaching and Adjusting the Fixed Support Bracket 141

Low-Profile and High-Profile Positions 141

Wall-Mount Position 142

8

Security Wall-Mount Bracket 143
Moving Your Telephone 143
Swapping Telephones 143
Cleaning Your Telephone 143
Troubleshooting Problems 143

INDEX

ABOUT THIS GUIDE

This guide is intended for anyone using:

■ 3Com

■ 3Com Attendant Consoles

■ NBX Complement Attendant Software.

It includes information about using the NBX Voice Mail system and the
NBX

Devices documented in this guide include:

®

Basic Telephones

NetSet™ administration utility for personal telephone settings.

■ Telephones

■ 3Com 3101 Basic Telephone

■ 3Com 3101SP Basic Telephone

■ 3Com 2101 Basic Telephone

■ Attendant Consoles

■ 3Com 3105 Attendant Console

■ 3Com 1105 Attendant Console

■ NBX Complement Attendant Software

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

in the release notes.

Analog telephones connected through the Analog Terminal Card or the
Analog Terminal Adapter can use most of the features described in this
book. See the
NBX NetSet Utility.

NBX Feature Codes Guide for Analog Telephones in the

10 ABOUT THIS GUIDE

How to Use

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

This Guide

Ta bl e 1 Where to Find Information

If you are looking for information about Turn to

How to get started with your new telephone Chapter 1
The 3Com 3101 and 3101SP Basic Telephones Chapter 2
The 3Com 2101 Basic Telephone Chapter 3
NBX Voice Messaging features Chapter 4
Using standard telephone features Chapter 5
Personalizing your telephone Chapter 6
Enhanced system features Chapter 7
Feature codes Chapter 8
The Attendant Console and Complement Attendant Software Chapter 9
Telephone maintenance and troubleshooting information Appendix A
References to all topics in this book Index

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

Ta bl e 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 3Com Telephone or an

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

3Com Networked Telephony Solution.

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

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

Documentation 11

Ta bl e 3 lists conventions that are used throughout this guide.

Ta bl e 3 Icons

Icon Type Description

Information note Information that describes important features

Caution Information that alerts you to potential loss of

Warning Information that alerts you to potential

or instructions.

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

personal injury.

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.

Comments on the

Documentation

When you log in to the NBX NetSet utility as a user, you can go to the

Resources menu and view the PDF versions of the NBX Quick Reference
Guide, NBX

the link on its associated tab page.

The NBX NetSet utility also includes a searchable Help system with Help
buttons on each page.

An administrator who logs in can also see the NBX Installation Guide and
the NBX

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

[e-mail]

Include the following information with your comments:

■ Document title

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

Telephone Guide and NBX Feature Codes Guide by clicking

Administrator’s Guide.

NBX documentation and Help systems to:

12 ABOUT THIS GUIDE

■ Page number

As always, please address all questions regarding the NBX hardware and
software to your 3Com NBX Voice-Authorized Partner.

1

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 Guide

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.

For how to set your NBX NetSet utility password and access NBX features
from a third-party, SIP-based, IP telephone, see the NBX Feature Codes
Guide for SIP Telephones.

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 describes how to set up your first password.

For details on tones and feature codes, see Chapter 8. For details on
tones and feature codes on analog telephones, see the NBX Feature
Codes Guide in the NBX NetSet utility.

14 CHAPTER 1: GETTING STARTED

Ta bl e 4 Setting Your NBX NetSet Utility and NBX Messaging Password

Feature 3Com Phones Analog Phones
Password — Set Initially
If your system uses NBX Messaging, follow the NBX

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

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

1

, use this code sequence

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

For all voice messaging systems:

■ Use only 4- to 10-digit numbers

■ Do not use letters, *, or # as part of your password.

Message button and

follow the voice prompts

OR, for systems that do
not use NBX Messaging:

Feature

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

500 ** and follow the

voice prompts

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)

Password — Change
If your system uses NBX Messaging, follow the NBX

voice prompts to change your NBX password (which
changes your NBX NetSet utility password, because they
are the same) OR use the NBX NetSet utility, described
next.

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

1

, use this code sequence

Message button

+ old password
+ #
+ 9
+ 2
+ follow the prompts

500 **

+ extension number
+ old password
+ #
+ 9
+ 2
+ follow the prompts

to change your password for the NBX NetSet utility.
3Com recommends that you use the same password for
the NBX NetSet utility 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 Messaging) or the NBX voice prompts to
change it.

OR, for systems that do
not use NBX Messaging:

Feature

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

OR, for systems that do
not use NBX Messaging:

#

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

NBX NetSet Utility 15

Table 4 Setting Your NBX NetSet Utility and NBX Messaging Password (continued)

Feature 3Com Phones Analog Phones
Password — Set Initially
If your system uses NBX Messaging, follow the NBX

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

If your system uses a voice messaging application
other than NBX Messaging1, use this code sequence

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

For all voice messaging systems:

■ Use only 4- to 10-digit numbers

■ Do not use letters, *, or # as part of your password.

Message button and

follow the voice prompts

OR, for systems that do
not use NBX Messaging:

Feature

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

500 ** and follow the

voice prompts

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)

1

Exception: If you are using a third-party, SIP-based, IP

telephone on the NBX system, refer to the NBX
Codes Guide for SIP Telephones for how to set and change
the NBX NetSet utility password.

®

Feature

After you have set your initial NBX password, continue to follow the voice
prompts to record your name announcement. Your name announcement
tells callers that they have reached your voice mailbox.

Then follow the voice prompts to record your personal greeting. Your
personal greeting lets callers know important information about you, for
instance, that you are on vacation, available at another number, or
unavailable for a specified amount of time.

At any time you can change these greetings or record more than one
personal greeting and choose which one is active. See

Name Announcement and Personal Greetings” in Chapter 4.

NBX NetSet Utility The NBX NetSet utility has two interfaces:

■ Administrator — Your administrator logs in 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.

“Changing Your

16 CHAPTER 1: GETTING STARTED

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

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

If your NBX system uses a messaging application other than NBX
Messaging, off-site notification and other voice messaging features are
available through your messaging application. See the application’s
documentation rather than using this Guide.

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

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

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

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

alternative to managing calls on your telephone.

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

internal user directory to call other users on your system.

■ Log in to and out of one or all ACD groups, hunt groups, and

calling groups of which your telephone is a member.

Chapter 4 for voice messaging features.

Starting the NBX

NetSet

Utility

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 address (or DNS host name) for your

NBX system. In the web browser on your computer (Microsoft Internet
Explorer version 5.5 or later is optimal), enter the IP address (or DNS host
name) in the Address field, and then press Enter. The NBX NetSet utility
login screen appears.

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

Tab le 4 earlier in this chapter.

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

4-digit telephone extension) and your

NBX NetSet utility password, and

then click OK.

Quick Reference Guide 17

Navigating the NBX

NetSet Utility

Setting Your

Accessibility Options

Quick Reference Guide

Once you log in to the NBX NetSet utility, you can easily locate the
information you need to use your NBX telephone features. Start by
clicking the category you want in the left-hand column. Tabs indicating
the specific topics for this category appear at the top of the NBX NetSet
window. To display a particular topic, click its associated tab.

You can also quickly access any of the frequently used topics from the
Favorites menu. Simply select an item from the drop-down list to go to
the selected topic. (If your browser does not support JavaScript, click the
Go button after selecting an item.)

To change your NBX telephone’s settings for accessibility and to choose
the format for your NBX NetSet utility online Help, log in to the NBX
NetSet utility and go to Accessibility > Accessibility Options. After
selecting your preferences, click Apply to save your changes.

To open and print a copy of the Quick Reference Guide 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 Go to Resources > Telephone Quick Reference and click the

Telephone Quick Reference link. The quick reference guide that

pertains to your telephone appears. Adobe Acrobat Reader 5.0 or higher
is required to view the file. Adobe Acrobat Reader is available free from
the Adobe Web site:

www.adobe.com

18 CHAPTER 1: GETTING STARTED

3COM 3101 AND 3101SP

2

ASIC TELEPHONES

B

This chapter describes the buttons, controls, and features on the 3Com®
3101 and 3101SP Basic Telephones.

The chapter covers these topics:

■ Telephone Buttons and Controls

■ Programmable Access Buttons

■ Status Lights for System Appearance Buttons

For how these features work on an analog telephone that is connected to
the NBX® system, see the NBX Feature Codes Guide for Analog

Telephones, which you can access by going to Resources > Features
Codes Guide in the NBX NetSet™ utility.

The 3Com 3101 Basic Telephone (3C10401A) does not include a
microphone, which means it does not support speaker phone operation.
The 3Com 3101SP Basic Telephone (3C10410SPKRA) has a microphone
and supports speaker phone operation. All other features operate the
same on the two telephones.

Telephone Buttons and Controls

Figure 1 shows the buttons and controls on the 3Com 3101SP Basic

Telephone. The 3Com 3101 Basic Telephone does not include a
microphone, 8, or a speaker button and its indicator light, 10. All other
controls are identical on the two telephones.

20 CHAPTER 2: 3COM 3101 AND 3101SP BASIC TELEPHONES

Figure 1 3Com 3101SP Basic Telephone

1 Soft buttons — Allow you to select items that are displayed in the

telephone display panel.See “Using the 3Com Telephone Display Panel”
in Chapter 5. The buttons, from left to right, are:

■ Slct (Select)

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

■ Exit (leaves the display panel menus)

2 Message Waiting Indicator (MWI) — When lit, indicates that you have

one or more new voice mail messages in your voice mailbox. Also, this
indicator flashes when your telephone rings.

3 Display panel — Displays 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 these items:

■ Logs of your recent missed, answered, and dialed calls

■ A directory of people’s names in your organization

■ Personal speed dial numbers

Telephone Buttons and Controls 21

■ System-wide speed dial numbers

■ Call forward setting for all calls

4 Scroll buttons (Up, Down, Left, Right, Center) — Allow you to scroll

through the items in the telephone display panel. See “Using the 3Com

Telephone Display Panel” in Chapter 5. The left, right, and center buttons

are reserved for future use.

5 Message button — Accesses your voice mail messages through the

NBX Messaging system. See “Listening to NBX Messages” in Chapter 4.

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

Chapter 5.

7 Label area for Access buttons — You can use the NBX NetSet utility to

create a new label if you change any button mappings.

8 Microphone (3101SP only) — Activated when the telephone is in

speaker phone mode, that is, after you press the (speaker) button.
For best results, keep the area around the microphone free of
obstructions. To minimize the effects of background noise, the
microphone is directional; it performs best when you are directly in front
of the telephone.

9 Programmable Access buttons — Allow you and your administrator to

assign features to specific buttons. See “Programmable Access Buttons”
and “Status Lights for System Appearance Buttons” later in this chapter.

10 Speaker button (3101SP only) — Enables you to use the speaker

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

The 3Com 3101SP Basic Telephone includes a microphone and supports
speaker phone operation. The 3Com 3101 Basic Telephone does not
support speaker phone operation and it does not have a

button.

11 Telephone key pad
12 Volume down — Lowers the volume of the ringer, the speaker, or the

handset. See “Setting the Volume” in Chapter 5.

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

are saying during a telephone call, although you can still hear them. Press
the

button to turn off the telephone’s mouthpiece when you are
using the handset or the microphone (3101SP only) when your telephone
is in speaker phone mode. To turn off the Mute feature, press the
button again. The indicator lamp is lit when the Mute feature is enabled.

22 CHAPTER 2: 3COM 3101 AND 3101SP BASIC TELEPHONES

14 Volume up — Raises the volume of the ringer, the speaker, or the

handset. See “Setting the Volume” in Chapter 5

15 Speaker
16 Handset

Programmable
Access B

uttons

Figure 2 displays the Access buttons on the 3Com 3101 and 3101SP

Basic Telephones. By default, the functions assigned to these buttons are
set by your administrator. If your administrator has assigned you to a
group that allows you to change your button mappings, log in to the
NetSet utility and go to Telephone Programming > Button Mapping
to view or change the current features on your telephone’s buttons. See

“User Button Mapping” in Chapter 6.

You can also set buttons to one-touch speed dials. To view or change the
current speed dials on your telephone’s buttons (button mappings), go to
Directory > One-Touch Speed Dial in the NBX NetSet utility. See

“Special Case: One-Touch Speed Dials” in Chapter 6.

Figure 2 Access Buttons

3Com 3101SP
(3C10401SPKRA)

3Com 3101
(3C10401A)

Access buttons have these default settings:

1 System Appearance button.
2 System Appearance button.
3 Feature button — Allows you to access features that are not directly

assigned to an Access button on your telephone. See

“Using Feature

Status Lights for System Appearance Buttons 23

Codes” in Chapter 8 for a list of features and codes and how to use

them.

4 Transfer button — Sends the currently active call to another telephone.

The telephone LabelMaker, which is available through the NBX NetSet
utility, enables you to define and print a new label for your Access
buttons.

Status Lights for System Appearance Buttons

An Access button that is set up for incoming and outgoing calls is called a
System Appearance button. The light beside each System Appearance
button indicates the status. See

Ta bl e 5 Status Indicator Lights for System Appearance Buttons

If the light is The line is

Off Available for use
Steady In use
Blinking quickly Ringing
Blinking slowly On hold

Ta bl e 5.

24 CHAPTER 2: 3COM 3101 AND 3101SP BASIC TELEPHONES

3

3COM 2101 BASIC TELEPHONE

This chapter describes the buttons, controls, and features that are specific
to the 3Com® 2101 Bas

■ Telephone Buttons and Controls

■ Programmable Access Buttons

■ Status Icons

For how these features work on an analog telephone that is connected to
the NBX® system, click the NBX Feature Codes Guide icon below any
screen in the NBX NetSet™ Utility.

ic Telephone. It covers these topics:

Telephone Buttons and Controls

Figure 3 shows the buttons and controls on the 3Com 2101 Basic

Telephone.

26 CHAPTER 3: 3COM 2101 BASIC TELEPHONE

Figure 3 3Com 2101 Basic Telephone

The 3Com 2101 Basic Telephone has these features:

1 Handset
2 Hook switch (under the handset) — Pressing and releasing the hook

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

“Call

Park” in Chapter 7.

3 Display panel — Displays telephone status messages (see Ta bl e 6),

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 these items:

■ Logs of your recent missed, answered, and dialed calls

■ A directory of people’s names in your organization

■ Personal speed dial numbers

■ System-wide speed dial numbers

■ Call forward setting for all calls

Programmable Access Buttons 27

4 Soft buttons — Allow you to select items that are displayed in the

telephone display panel. See “Dialing a Call” in Chapter 5. The buttons,
from left to right, are:

■ Slct (Select)

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

■ Exit (leaves the display panel menus)

5 Scroll buttons — Allow you to scroll through the items in the telephone

display panel. See “Using the 3Com Telephone Display Panel” in

Chapter 5.

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

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

Chapter 4.

7 Telephone key pad
8 Volume control buttons — Raise or lower the volume of the ringer, the

handset, or the headset. See “Setting the Volume” in Chapter 5.

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

Chapter 5.

Programmable Access Buttons

10 Transfer button — (factory default setting) Sends the currently active

call to another telephone. See “Programmable Access Buttons” later in
this chapter.

11 Call Toggle button — (factory default setting) Similar to a Hold button,

enables you to switch between two calls. See “Programmable Access

Buttons” later in this chapter.

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

Buttons” later in this chapter.

The 3Com 2101 Basic Telephone has three programmable Access
buttons. The factory-default settings for these buttons are (from left to
right):

■ Feature — Allows you to access features that are not directly

assigned to an Access button on your telephone. See

“Using Feature
Codes” in Chapter 8 for a list of features and codes and how to use

them.

■ Call Toggle — Available only on the 3Com 2101 Basic Telephone. Use

this button to manage two telephone calls at the same time. See

“Answering a Call” in Chapter 5.

28 CHAPTER 3: 3COM 2101 BASIC TELEPHONE

■ Transfer — Sends the currently active call to another telephone. See

“Transferring a Call” in Chapter 5.

If your administrator has assigned you to a group that allows you to
change your button mappings, log in to the NetSet utility and go to
Telephone Programming > Button Mapping to view or change the
current features on your telephone’s buttons. See

“User Button Mapping”

in Chapter 6. However, changing the settings for the Feature or Call
Toggle buttons greatly reduces your ability to use some of the NBX
system features.

Status Icons Your 3Com 2101 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

Ta bl e 6 Status Indicator Behavior for the Telephone Icons in the Display Panel

Ta bl e 6.

If the telephone icon is The line is

Not displayed Available for use
Steady In use
Blinking quickly Ringing
Blinking slowly On hold

4

NBX MESSAGING

This chapter describes the NBX® Networked Telephony Solutions voice
messaging features. It covers these topics:

■ NBX Messaging Components

■ Changing Your Password

■ Changing Your Name Announcement and Personal Greetings

■ Listening to NBX Messages

■ Replying to a Message

■ Forwarding a Message

■ Creating and Sending a Message

■ Using Voice Mail Group Lists

■ Marking a Message as Private or Urgent

NBX Messaging Components

Important

Considerations

■ Other Ways to Manage Your Voice Mail Messages

■ Other Kinds of Mailboxes

A key component of the NBX Networked Telephony Solutions is the

Messaging system, which includes voice mail, off-site notification,

NBX
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,
use the documentation for your messaging application instead of the
instructions in this chapter.

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

announcement, personal greetings, and passwords for personal,

30 CHAPTER 4: NBX MESSAGING

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

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

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

■ With a touch-tone telephone, you are able to bypass system messages

greeting-only, and phantom 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.)

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

message on the system is 5 minutes. Your administrator can configure
your organization’s NBX Messaging system to receive and store voice

messages that are up to 10 minutes long.

mail

notify you when callers leave voice mail messages in your voice
mailbox. See

“Off-Site Notification” in Chapter 6.

using option buttons if you are configuring passwords and greetings.
However, you cannot bypass voice mail messages in this manner.

Changing Your Password

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.

To set up your password for the first time, see Tab le 4 and “NBX NetSet

Utility” in Chapter 1. Ta bl e 4 also describes how to change your

password.

If you forget your password, the administrator can set it to be your
extension number. Then follow the instructions in

Ta bl e 4 in Chapter 1 to

change it to a more secure password. Also see “Security Tips” next.

If your NBX system uses a messaging system other than NBX Messaging:

■ Use the feature code method described in Tabl e 4 in Chapter 1 to set

and change the NBX NetSet utility 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 Greetings 31

Security Tips ■ Change your password often.

■ 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 letters, *, or # as part of your password.

■ Longer passwords are more secure. You can use up to 10-digits for

your password.

■ Never tell your password to anyone.

Changing Your Name Announcement and Personal Greetings

You set name announcement and personal greeting when you first set
your voice mail. See

“Setting Up Your Password and Voice Mail
for the First Time” in Chapter 1. Change your personal greeting often, to

ensure that callers hear up-to-date information.

You can record up to five personal greetings and choose which to use
from the telephone. You can also review, delete, or choose which to
make active with the NBX NetSet utility.

If appropriate, you may also want to change the greeting for an extension
that is a “greeting-only mailbox,” so that callers do not attempt to leave
messages. See

“Greeting-Only Mailbox” later in this chapter.

To change your name announcement or personal greetings:

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 greetings, press 2 and follow the

prompts.

Using the NBX NetSet utility, you can review or delete a personal greeting
or choose which of your recorded greetings to make active.

To hear or delete your personal greetings or choose your active personal
greeting from the NBX NetSet utility:

1 Log in to the NBX NetSet utility with your extension and password.
2 Go to NBX Voice Mail Settings > Personal Greeting.

32 CHAPTER 4: NBX MESSAGING

3 Select a greeting.

a Click Select to choose the greeting as the active greeting.
b Click on the greeting identifier in the Number column to hear the

c Click Delete to delete the greeting. You cannot delete greeting

d Click Apply to apply your changes or Reset to deselect the active

If you forget your password, the administrator can set it to be your
extension number. Then follow the instructions in Tabl e 4 in Chapter 1 to
change it to a more secure password. Also see “Security Tips” earlier in
this chapter.

greeting.

number 1; you can re-record it through the phone.

greeting.

Listening to NBX Messages

You can listen to your NBX voice mail messages from your 3Com®
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 utility password the first time, see

Ta bl e 4 and “NBX NetSet

Utility” in Chapter 1.

If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of these
instructions.

Message Indicators Here is how you can tell if you have messages in your mailbox:

■ On a 3Com 3101 or 3101SP Basic Telephone — The indicator bar

above the display panel is lit, and the display panel shows the number
of messages. Example: 3

■ On a 3Com 2101 Basic Telephone — The display panel shows the

number of messages. Example: 3

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

Msgs 2 New.

Msgs 2 New.

New Messages Tone (rapid stutter tone), you have new messages or
messages that you have listened to but have not yet saved or deleted.
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 appears on the My Messages > Voice Mailbox page. A

Listening to NBX Messages 33

new message has a * next to it. A forwarded messages has -->Fw:
next to it.

Listening from Your

Computer

Listening from Your

3Com Telephone

To listen to your messages from your computer, you must have a way of
playing audio files:

■ A USB audio device such as a USB headset and an operating system

that supports USB

OR

■ A sound card, an application such as Windows Media Player, and

either headphones or speakers

1 Log in to the NBX NetSet utility with your extension and password.
2 Go to My Messages > Voice Mailbox and select a message.
3 Click Listen.
4 The third-party application downloads the voice message and plays it.
5 To delete the message, select the message and then click Delete.

To listen to your messages from your own 3Com Telephone:

1 Pick up the handset and press the Message button to access the

mailbox.

2 At the prompt, dial your password and press #.
3 See “Managing Your Messages” for the buttons that you use to manage

your messages.

Listening from Any

Internal 3Com

Telephone

Listening from an

External Location

To listen to your messages from any 3Com Telephone other than your
own within your NBX system:

1 Pick up the handset and press the Message button.
2 Press * and dial your extension. You hear your name announcement.
3 Dial your password and press #.
4 See “Managing Your Messages” for the buttons that you use to manage

your messages.

To listen to your messages from an external telephone:

34 CHAPTER 4: NBX MESSAGING

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

■ If you call the main telephone number of your organization

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

and:

■ The Automated Attendant answers — Press ** during your

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

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

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

Managing Your

Messages

Information About

Your Messages

Use these buttons to manage your messages:

Press 1 to play or repeat the message.

Press 2 to save the message.
Press 3 to delete the message from your mailbox. You cannot retrieve a

message after you delete it.

Press 4 to reply to the message. See “Replying to a Message” later in this
chapter.

Press 5 to forward the message. See “Forwarding a Message” later in this
chapter.

Press 6 to listen to date, time, and sender information about the
message. See

“Information About Your Messages” next.

Press 7 to back up 3–5 seconds in the current message.
Press 8 to pause the current message for up to 20 seconds.
Press 9 to move ahead 3–5 seconds in the current message.
Press # to move to the next message.
Press * to return to the main menu.

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

Press 1 for date and time information.
Press 2 for sender information.
Press 4 to listen to the previous message.

Replying to a Message 35

Replying to a Message

You can send a reply to a voice mail message, provided that the NBX
system has received the necessary caller ID information.

If you receive a message that is marked Private, you can reply to the
originator, but you cannot forward the message to others.

To reply to a message after you listen to it:

1 Press 4.

If the message has been sent to more than one person, press 1 to reply
only to the sender or press 2 to reply to all of the recipients.

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

Press 1 to send your reply.
Press 2 to re-record your reply.
Press 3 to listen to your reply.
Press 9 to Mark the message Private or Urgent. See “Marking a Message

as Private or Urgent” later in this chapter.

Press * to cancel your message.

Forwarding a Message

You can forward most messages, with or without comments.

If you receive a message that 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.

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

Press 2 to re-record your introductory comment.
Press 3 to listen to your introductory comment.
Press 9 to mark the message Private or Urgent. See “Marking a

Message as Private or Urgent” later in this chapter.

36 CHAPTER 4: NBX MESSAGING

Press * to cancel your message.

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 speed dial number. See “Speed Dials” in Chapter 6.

■ A voice mail group list number. (See “Using Voice Mail Group Lists”

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

For valid site codes in your organization, see your administrator.

7 To forward the message to several recipients, dial each destination

number followed by #.

8 After the last destination number and its #, press # again to send your

message.

9 Follow the prompts to delete or save the message you just forwarded.

later in this chapter.)

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

Creating and
Sendin

g a Message

To create and send a message directly without actually making a call,
follow these steps:

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.

Press 2 to re-record the message.
Press 3 to review the message.
Press 9 to mark the message Private or Urgent. See “Marking a

Message as Private or Urgent” later in this chapter.

Press * to cancel your 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

Using Voice Mail Group Lists 37

■ A speed dial number. See “Speed Dials” in Chapter 6.

■ A voice mail group list number. (See “Using 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 valid site codes in your organization, see your administrator.

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

followed by #.

8 After the last destination number and its #, press # again to send your

message.

Using Voice Mail Group Lists

Viewing System

Groups

Creating Personal

Groups

A Voice Mail Group, also called a mail group or mail list, is a collection of
extensions with a special “group number.” Use it to send a message to
everyone on the list at the same time.

A Voice Mail Group is not the same as an ACD Group, Hunt Group, or
Calling Group. See “Automatic Call Distribution Groups, Hunt Groups,

and Calling Groups” in Chapter 7.

System Voice Mail Groups can be set up by your administrator. You can
send a message to everyone in a System Voice Mail Group by using * plus
the two-digit group number.

You can see a list of System Voice Mail Groups and the membership of
each group through the NBX NetSet utility.

To view System Voice Mail Groups:

1 Log in to the NBX Netset utility and go to NBX Voice Mail Settings >

System Group List. A list of System Group IDs and Names displays.

2 To view the membership of any group, click the Group ID. A list of the

system group members displays.

You can create your own Personal Voice Mail Group either through the
telephone or through the NBX NetSet utility.

38 CHAPTER 4: NBX MESSAGING

To create a personal voice mail list through the telephone:

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 a 2-digit number, 01–99, which becomes the Group Number.
5 After the tone, speak a name for the group, and press #.
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 Dial one of these destination numbers plus #:

■ The internal extension or mailbox number of the recipient

■ A speed dial number. See “Speed Dials” in Chapter 6

■ Another personal or system group list number

■ A Voice Profile for Internet Mail (VPIM) extension

■ 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 valid site codes in your organization, 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.

To create a Personal Voice Mail List through the NBX NetSet utility:

1 Log in to the NBX NetSet utility and go to NBX Voice Mail Settings >

Personal Group List. You see a list of your current personal voice mail

groups with Group IDs and Group Names.

2 Click Add.
3 Enter a Group ID, a number from 01–99 that is not used for a current

group.

Using Voice Mail Group Lists 39

4 Enter a Name for the new group.
5 Enter any VPIM extensions in the VPIMs box.
6 Select members from the Non-Members list and move them to the

Members list by clicking the left arrow.

7 Click Apply and OK to complete the list.

Modifying or

Deleting Personal

Groups

You can review your Personal Voice Mail Groups, add members, or delete
a group from the telephone or from the NBX NetSet utility.

To review or modify a Personal Voice Mail Group from the telephone:

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

Press 1 to review your list of groups.
Press 3 to delete a group.
Press 4 to add or delete group members. See step 5.
Press * to return to the main menu.

5 To add members to a group or delete members from one, press 4.

a To add one or more members to the group, dial one of these

destination numbers plus #:

■ The internal extension or mailbox number of the recipient

■ A speed dial number. See “Speed Dials” in Chapter 6.

■ Another personal or system group list number

■ A VPIM extension

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

system). Example: neee or neeee (where n = one or more site
code digits and e = the extension digits on the other system). For
valid site codes for your organization, see your administrator.

b To delete one or more members from the group, dial the destination

number that you want to delete and then press 1.

40 CHAPTER 4: NBX MESSAGING

6 When you have added or deleted 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.

To review or modify a Personal Voice Mail Group from the NBX NetSet
utility:

1 Log in the NBX NetSet utility and go to NBX Voice Mail Settings >

Personal Group List. You see a list of your current personal voice mail

groups.

2 Select the group to review or modify.
3 Click Modify.
4 You can change the Name for the group.
5 You can enter any VPIM extensions in the VPIMs box.
6 You can select members from the Non-Members list and move them to

the Members list by clicking the left arrow. OR select members from the
Members list and move them to the Non-Members list by clicking the
right arrow.

Marking a Message as Private or Urgent

7 Click Apply and OK to complete your changes.

To delete a Personal Voice Mail Group from the NBX NetSet utility:

1 Log in to the NBX NetSet utility and go to NBX Voice Mail Settings >

Personal Group List. You see a list of your current personal voice mail

groups.

2 Select the group to delete.
3 Click Remove.
4 Click Yes to confirm.

When you compose a voice message, you can select Private or Urgent
from the delivery options. 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.

Other Ways to Manage Your Voice Mail Messages 41

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

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

1 Follow the steps in “Replying to a Message”, “Forwarding a Message”,

or “Creating and Sending a Message” earlier in this chapter.

2 In step 4 of those instructions, 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.

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” 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 your mailbox as a greeting-only mailbox, callers hear your personal greeting but they cannot leave a voice mail message.

To change your voice mailbox to a greeting-only mailbox, log in to the
NBX NetSet utility and go to NBX Voice Mail Settings > Personal

Greeting. Select the Greeting Only Mailbox.

Examples:

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

personal greeting with your scheduled date of return and whom to
call during your absence. Callers can be transferred but are unable to
leave voice messages for you. When you return, clear the Greeting
Only Mailbox check box so that callers can leave messages again.

■ If you are a teacher, you can create a new personal greeting on the

school’s NBX system every day to explain 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.

42 CHAPTER 4: NBX MESSAGING

■ 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.

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 Greetings” 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 or reply to a message that was sent from its extension

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

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

works 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, or you can listen to them from the NBX NetSet utility.

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

Other Kinds of Mailboxes 43

assigns to the appropriate sales people the ability to listen to, forward,
or otherwise handle all messages that are directed to the group
mailbox.

44 CHAPTER 4: NBX MESSAGING

5

STANDARD FEATURES

This chapter describes standard features of the NBX® Telephones. It
covers these topics:

■ Answering a Call

■ Using the 3Com Telephone Display Panel

■ Dialing a Call

■ Forwarding Incoming Calls

■ Putting a Call on Hold

■ Transferring a Call

■ Direct Mail Transfer

■ Establishing a Conference Call

■ Using Camp On

■ Using Automatic Callback

■ Setting the Volume

For help on accessing NBX features from an analog telephone or a
third-party, SIP-based IP Telephone, see the applicable NBX Feature Codes
Guide in the NBX NetSet™ utility.

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

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

3Com® 3101SP Basic Telephone, you can press

An unanswered call on any telephone on the NBX system is forwarded to
the call coverage point that you specify in the NBX NetSet utility Call
Forward > Call Forward or Call Forward Override page. To specify the

(Speaker).

46 CHAPTER 5: STANDARD FEATURES

number of times that your telephone rings before the call is forwarded or
to specify where you want the call to go, see

Calls” later in this chapter.

Caller ID The display panel on your 3Com telephone shows the name and

extension of an internal caller. For an external 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.

“Forwarding Incoming

Answering a

Second

Call

On 3Com 3101 and 3101SP Basic Telephones, when a new call arrives
while you are on a call:

1 Press 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 3Com 2101 Basic Telephone, use Ta bl e 7 to manage the two
lines.

Ta bl e 7 Managing Multiple Calls on the 3Com 2101 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 have placed one call on hold:

■ And you do not hang up the handset, 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.

Using the 3Com Telephone Display Panel 47

Table 7 Managing Multiple Calls on the 3Com 2101 Basic Telephone

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

Chapter 5 for call forwarding details.

“Forwarding Incoming Calls” in

See also “Status Icons” in Chapter 3 for the indicators in the 3Com 2101
Basic Telephone’s display panel during these calls.

Using the 3Com
Telephone
Display

Panel

Use the telephone display panel of your 3Com telephone to dial a
number:

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

telephone (Missed Calls, Answered Calls, Dialed Calls).

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

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

you have set in the NBX NetSet utility Directory > Personal Speed
Dial page.

■ System-wide Speed Dials — A list of the system-wide speed dial

numbers set by your administrator. You can view and print these
numbers in NBX NetSet utility Directory > System-Wide Speed Dial
page.

48 CHAPTER 5: STANDARD FEATURES

To access the display panel lists:

1 Pick up the handset. Press the up or down scroll key to the right of the

display.

On 3Com 3101 and 3101SP Basic Telephones, you can press a scroll key,
select a number, and dial without picking up the handset. The 3101 Basic
Telephone does not support speaker phone operation. With the 3101,
you must use the handset to speak to the person on the call.

2 Use the scroll buttons 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 the entry you want, 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 Exit soft button. OR press an Access

button that is programmed for Release. OR hang up.

Using

Tips on

the Lists

After you press the up or down scroll key (3102 and 3102B Business

Telephone scroll keys shown), 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

Dialing a Call 49

In the user directory, names appear in alphabetical order, by last name.
The system updates the directory when the administrator adds or
removes users.

Lee Man Yee
Lee Margaret

In the user directory, to move quickly to the first name that begins with a
particular letter, you can use the key pad. Example: Press 3 to show the
first name that begins with D; 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 up or down to the name that you want.

Dialing a Call This section describes standard dialing features. For information on

dialing from an analog telephone, see the NBX Feature Codes Guide in
the NBX NetSet utility.

An Internal Call To dial an internal call:

1 Pick up the handset. On 3101SP Basic Telephones, you can press the

button. You hear the dial tone. If necessary, select an internal line.

2 Dial the person’s 3-digit or 4-digit extension. Or use the display panel to

find and dial the name of the person whom you want to call in the user
directory, call logs, or a speed dial list.

3 When you are finished, hang up the handset. If you pressed the

button, press it 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. On 3101SP Basic Telephones, you can press the

button. You hear the dial tone. If necessary, dial 9, 8 or whatever to

50 CHAPTER 5: STANDARD FEATURES

access an external line. If one of the Access buttons is configured to

access an external line directly, you can press that button.
2 Dial the number. Or use the display panel on a 3Com Telephone to scroll

to a missed, answered, or dialed number, or a personal or system-wide

speed dial number.
3 When you finish speaking, hang up the handset. If you pressed the

button, press it again to end the call.

Redialing a Call On a 3Com Basic Telephone:

■ Pick up the handset and then press Feature + 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.

Forwarding Incoming Calls

You can choose when and where to forward unanswered incoming calls.

Unanswered calls that come in directly to your extension go to a call

coverage point. You can set different call coverage points for different

conditions: default, no answer, busy, and all calls.

Unanswered calls that come to your telephone through ACD groups,

hunt groups, and calling groups follow the call coverage path that your

administrator sets up for the group. See

“Automatic Call Distribution

Groups, Hunt Groups, and Calling Groups” in Chapter 7.

When you specify call forwarding, you specify the call coverage point and

the condition under which to forward calls.

Call Coverage Points Your call coverage points are the destinations you forward your calls to

when you do not answer. They can be telephone extensions or external

telephone numbers, your voice mail box, or an automated attendant.

Condition to Forward

Calls

You can choose when to forward calls:

■ Default — Forwards unanswered incoming calls to your default call

coverage point after a specified number of rings if you have not
specified another condition.

Forwarding Incoming Calls 51

■ Call Forward No Answer — Forwards unanswered incoming calls to

a call coverage point when your phone rings for a specified number of
rings.

■ Call Forward Busy — Forwards incoming calls to a call coverage

point when your phone is busy.
If you have multiple lines, all lines must be in use in order for Call

Forward Busy to engage.

■ Call Forward All — Forwards all incoming calls without ringing to a

call coverage point regardless of the state of your phone.
Use this feature when, for example, you plan to be away from your

phone for an extended period of time.

Setting Call Forward

from the Telephone

You can set call forwarding from your telephone. You choose the
condition for call forwarding (default, no answer, busy, or all) and the
destination. When you specify an external telephone number as the
destination, start by entering a 9 or 8 or whatever is required to access an
outside line. Example: 912815551212 dials [phone]. You can
enter a * if a pause is required between an access code and a destination
number.

The number that you choose may be limited by your call permissions. To
view your permissions, log in to NBX NetSet utility and go to My Calling
Privileges > Call Permissions.

From the telephone, you can set call forwarding using feature codes. Use
the NBX NetSet utility to see your call forwarding settings. You or your
administrator can also set programmable access buttons for call
forwarding. (See

“User Button Mapping” in Chapter 6.)

Forward to Mail

From the telephone, you can set your 3Com Telephone so that all
incoming calls go directly to your default call coverage point, usually your
voice mailbox. You can change the destination to the Auto Attendant or
receptionist or a different telephone number. This feature is referred to as
FWD MAIL, Forward to Mail, Forward All Calls to Voice Mail, and Forward
All Calls to VM. When Forward to Mail is in effect, your telephone rings
once before forwarding the call to your default call coverage point.

52 CHAPTER 5: STANDARD FEATURES

On a 3Com Basic Telephone:

1 Pick up the handset.
2 Press Feature + 440.
3 To turn off FWD MAIL, pick up the handset and press Feature + 440

again.

To set your default call forwarding destination, use the NBX NetSet utility.

See

To prevent the telephone from ringing even once, use the Do Not Disturb

feature (see

feature (see “Call Forward All” later in this section).

Call Forward No Answer, Call Forward Busy, and Call Forward All override

this Forward to Mail setting if they are in effect. If you turn off Forward to

Mail and no other call forward options are in effect, unanswered calls still

go to your default call coverage point but after the number of rings

specified in the NBX NetSet utility Call Forward > Call Forward page.

To view your current Forward to Mail setting, log in to NBX NetSet utility

and go to My Calling Privileges >

for Forward All Calls to VM.

“Default” later in this section.

“Do Not Disturb” in Chapter 6) or use the Call Forward All

Feature Settings and see the status

Call Forward No Answer

To set Call Forward No Answer:

1 Pick up the handset, and press Feature + 466.
2 Dial the number that you want to forward calls to and press #. If the

display shows the destination number you want, just press # to accept it.

3 To turn off Call Forward No Answer, pick up the handset and press

Feature + 466 again.

You can specify the number of rings before the call is forwarded by

logging in to the NBX NetSet utility and selecting the Call Forward >

Call Forward Override page. You specify the number of rings under the

Call Forward No Answer selection.

Forwarding Incoming Calls 53

Call Forward Busy

To set Call Forward Busy:

1 Pick up the handset, and press Feature + 467.
2 Dial the number that you want to forward calls to and press #. If the

display shows the destination number you want, just press # to accept it.

3 To turn off Call Forward Busy, pick up the handset and press Feature +

467 again.

Call Forward All

To set Call Forward All:

1 Pick up the handset, and press Feature + 465.
2 Dial the number that you want to forward calls to and press #. If the

display shows the destination extension you want, just press # to accept
it.

3 To turn off Call Forward All, pick up the handset and press Feature + 465

again.

To set Call Forward All from the display panel:

Setting Call Forward

from the NBX NetSet

Utility

1 Scroll to CFWD ALL on the display panel.
2 Press the Set soft button to select CFWD ALL.
3 Press the Set soft button again.
4 If the telephone number you want was entered previously and displays,

#

press

to accept it. Otherwise, enter the telephone number to forward

calls to and press #.

To cancel Call Forward All from the display panel:

1 Scroll to CFWD ALL on the display panel.
2 Press the Set soft button to select CFWD ALL.
3 Press the Set soft button again to select Cancel CFWD ALL.

From the NBX NetSet utility, you can set default call forwarding or choose
to override the default with a condition for call forwarding (No Answer,
Busy, or All) and a destination. For telephone numbers, do not use
parentheses, hyphens, or spaces. When you specify an external telephone
number, start by entering a 9 or 8 or whatever is required to access an
outside line. Example: 912815551212 dials [phone]. You can

54 CHAPTER 5: STANDARD FEATURES

enter a * if a pause is required between an access code and a destination

number.

Default

The Call Forward page defines basic call forwarding. You choose from

four destinations: voicemail box, a phone number, the automated

attendant, or disconnection. You can override these settings on the Call

Forward Override page or by making changes on the telephone.

To set the default call forwarding:

1 Log in to the NBX NetSet utility and go to Call Forward > Call Forward.
2 Select the number of rings you want the caller to wait before the call

coverage point is activated.
3 Select the call coverage point:

■ If you select Forward to voicemail box, the caller can leave a

message.

■ If you select Forward to phone number, enter that extension or

external phone number in the box.

The number that you choose may be limited by your call permissions. To

view your permissions, go to My Calling Privileges > Call Permissions.

The selection for Forward to phone number specifies where you
want to forward calls that are not answered at your internal extension.

If you check the box below the Forward to phone number, calls that
are unanswered at the number you forward them to are passed on to
your choice of:

■ User Voicemail — Your voicemail box

■ Default Menu — The default automated attendant, usually

extension 500

■ VoiceMail AA— The default system voicemail, usually extension

501

If you leave the box unchecked, calls that are unanswered at the
number you forward them to are passed on to the destination
specified for that number. This setting can result in having your calls
forwarded to another person’s voicemail or to a loop of forwarding
where the call is never answered.

Forwarding Incoming Calls 55

■ If you select Automated Attendant, you can choose to forward calls

to your choice of:

■ Default Menu — The default automated attendant, usually

extension 500

■ VoiceMail AA — The default system voicemail, usually extension

501

■ 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 to enter your changes.

Override

To set the call forward override:

1 Log in to the NBX NetSet utility and go to Call Forward > Call Forward

Override.

2 Select your call forward conditions:

■ If you select Call Forward All, calls will not ring at all on your

extension and will be immediately forwarded to the extension or
external phone number you specify in the box.

Call Forward

Precedence

■ If you select the next button, you can select either or both of the

following conditions:
If you select Call Forward Busy, calls will not ring at all when all of

your lines are busy and will be immediately forwarded to the extension
or external phone number you specify in the box.

If you select Call Forward No Answer, calls ring the number of times
you specify in the rings box. If they are not answered then, they will be
forwarded to the extension or external phone number you specify in
the box.

■ If you select No action, call forwarding follows the specifications of

the Call Forward page.

3 Click Apply to enter your changes.

Five features can interact to affect call forwarding: Forward to Mail, Call
Forward No Answer, Call Forward Busy, Call Forward All, and Do Not
Disturb. If they are enabled at the same time, the NBX system determines
precedence, which call forwarding path is in effect, according to the
following rules:

56 CHAPTER 5: STANDARD FEATURES

■ If Call Forward All is enabled, all calls are immediately forwarded to

the Call Forward All destination. All other feature settings are ignored.

■ If Do Not Disturb is enabled and Call Forward All is not enabled, all

calls are immediately forwarded to the Call Forward Default
destination. All other feature settings are ignored.

■ If Call Forward Busy is enabled and Call Forward All and Do Not

Disturb are not enabled, all calls received when this extension is busy
are immediately forwarded to the Call Forward Busy destination. All
other feature settings are ignored.

■ If Call Forward No Answer is enabled and Call Forward All and Do Not

Disturb are not enabled, all calls received when this extension is not
busy are forwarded to the Call Forward No Answer destination after
the specified number of rings. All other feature settings are ignored.

■ If Forward to Mail is enabled and Call Forward All, Do Not Disturb, Call

Forward No Answer, and Call Forward Busy are not enabled, all calls
received when this extension is not busy are forwarded to the Call
Forward Default destination after one ring.

■ If no call forwarding settings are enabled, all calls received this

extension is busy are immediately forwarded to the Call Forward
Default destination. If this extension is not busy, all calls are forwarded
to the Call Forward Default destination after the number of rings
specified in the Call Forward Default page of the NBX NetSet utility.

Putting a Call
on

Hold

You can put a call on hold for any reason.

On 3Com 3101 and 3101SP Basic Telephones:

1 Press the button.
2 To return to the call, press the appropriate Access button.

On a 3Com 2101Basic Telephone:

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

Putting a Call on Hold 57

Dialing Another Call You can place a call on hold to dial a new call,

On 3Com 3101and 3101SP Basic Telephones:

1 Press the button.
2 Press one of the Access buttons that is currently not being used.
3 When you hear dial tone, dial the second call.

On a 3Com 2101 Basic Telephone:

1 Press the Hold button.
2 To obtain dial tone to make the second call:

■ If you did not hang up the handset, press and release the hook switch.

■ If you did hang up the handset, pick it up again.

3 When you hear dial tone, dial the second call.

More Than One Call The number of simultaneous calls that you can have on your 3Com

Telephone is limited by the number of Access buttons that are defined for
your extension. The default is the first two Access buttons on the left of
3101 and 3101SP Basic Telephones. Your administrator can verify the
number and location on your telephone.

To place more than one call on hold on a 3Com 3101 or 3101SP Basic
Telephone:

1 To place the current call on hold, press the button.

■ To make a call, press one of the Access buttons that is currently not

being used. When you hear dial tone, dial the call.

■ To receive a call, locate the flashing status light that indicates the

incoming call and press the associated Access button.

2 To place the new call on hold, press .
3 To return to either call, press the appropriate Access button.
4 To place or receive another new call, repeat the previous steps.

58 CHAPTER 5: STANDARD FEATURES

To place more than one call on hold on a 3Com 2101 Basic Telephone:

1 Press the Hold button.
2 Make or receive a new call:

■ To obtain dial tone and make a second call:

■ If you did not hang up the handset, press and release the hook

■ If you did hang up the handset, pick it up again.

When you hear dial tone, dial the second call.

■ To answer a call:

■ If you did not hang up the handset, press the Call Toggle button.

■ If you did hang up the handset, pick it up again.

3 To place the second call on hold, press the Hold button.

On a 3Com 2101 Basic Telephone, you can place at most two calls on

hold.

On the 3Com 2101 Basic Telephone, if you have placed two calls on hold:

switch.

■ 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 put that call on hold and return to the second call.

■ And you did hang up the handset, pick up the handset to return to

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

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 the NBX NetSet utility and go to My Calling Privileges > Call

Permissions. Your administrator can change your call permissions.

Transferring a Call 59

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 Tran sf er 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 When the recipient answers, announce the call.

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

complete the transfer. Hang up the handset.

■ If you are on a 3Com 3101 or 3101SP Basic 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 a 3Com 2101 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 Toggle.

Your administrator can disable Announced Transfers (by enabling the One
Button Transfer feature) for the entire NBX system. When that setting is
enabled, every time that you transfer a call, the call is transferred as soon
as you dial the extension and hang up — without waiting for you to
announce the call.

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

1 While on a call, press the Tran sf er 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.)

60 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 a 3Com Basic Telephone:

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

want to transfer the call.

3 Hang up the handset.

Establishing a
Conferenc

e Call

Depending on the type of telephone you have, you can establish a

Conference Call with up to four parties, including yourself. You must be

using a telephone on the NBX system to establish the call. The other one

to three parties can be any combination of internal and external parties.

If the NBX has SIP (Session Initiation Protocol) enabled, you are limited to

three-party Conference calls, including yourself, unless your NBX system

is configured with a 3Com SIP Conference Server. For more information

on making Conference calls with SIP enabled, see your NBX administrator.

On 3Com Basic Telephones, you must use the Feature Code.

From a 3Com Basic Telephone, follow these steps:
1 Dial a call, or receive a call from someone else. Two parties are now on

the call.
2 While on the call, 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 Feature + 430 again.

■ Until you press Feature + 430 the second time, the second party

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

Establishing a Conference Call 61

■ For a blind conference, press 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 that party 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 a 3101SP Basic Telephone, you can press the button to activate

speaker phone operation.

■ You can turn off the microphone or the mouthpiece on the handset

by pressing the

button (3101, 3101SP). The other parties cannot

hear you, but you can hear them.

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

Buttons and Controls” in Chapter 2 for the 3101 and 3101SP Basic

Telephones.

Disconnecting the

Last Person

You Called

That

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 the Attendant

Console to be a Conference Drop button.

On a 3Com 2101 Basic Telephone or a telephone that does not have a
button programmed for Conference Drop:

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

62 CHAPTER 5: STANDARD FEATURES

More About

Conference Calls

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

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.

Using Camp On Camp On allows you to queue a transferred call on to an NBX destination

extension that is already in use. When the destination extension becomes

available, the system automatically rings that extension.

While a call is camped on, the caller hears either Music On Transfer (MOT)

or silence if no music is provided. The destination extension becomes

available when the user ends the current call or puts the current call on

Hold.

You initiate a Camp On call through Feature code 468 or a programmed

system access button depending on the type of NBX telephone you have

and how it is configured.

Examples 1 and 2 show two different ways for a user to initiate Camp

On.

Example 1: Camp On With Call Transfer

The user at extension 1001 calls the user at extension 1002, who then

transfers the call to extension 1003. But the user at extension 1003 is on

another call. (The display panel of the extension 1002 telephone shows

“On Another Call.”) So the user at extension 1002 initiates the Camp On

call, and then hangs up. The user at extension 1001 remains on hold

while the user at extension 1003 hears a tone that indicates a caller is

camped on. As soon as extension 1003 is available, extension 1003 rings

with a call from extension 1001.

In this example, the user at extension 1002 initiates Camp On after

initiating a screened call transfer.

Using Camp On 63

In contrast, Example 2 shows how a user can initiate Camp On to directly
queue a transferred call on to a destination extension that is in use or
busy without using the call transfer feature.

Example 2: Direct Camp On

The user at extension 1001 calls the user at extension 1004, who
determines that extension 1005 is busy and cannot take the call (meaning
all of its system access lines are in use). So instead of transferring and
dropping the call to the call coverage for extension 1005, extension 1004
initiates the Camp On call and then hangs up. The user at extension 1001
remains on hold while the user at extension 1005 hears a tone that
indicates a caller is camped on. As soon as extension 1005 is available,
extension 1005 rings with a call from extension 1001.

In this example, the user at extension 1004 simply initiates Camp On after
receiving the call from extension 1001.

Initiating Camp On

With Call Transfer

If you have a 3Com Basic, Business, or Manager Telephone, or Attendant
Console, you can initiate Camp On with Call Transfer to queue a call to
an in use destination extension.

1 While on a call, initiate a (screened) call transfer as described in

“Announced (Screened) Transfer” earlier in this chapter.

2 When you see “On Another Call” on your display panel for the

destination extension, press Feature + 468 (or press the Camp On
Access button if one is programmed on your telephone).

■ If the Camp On attempt is successful, the call originator remains on

hold while the destination extension receives a Call Waiting tone.

When the party on the destination extension becomes available, the
camped on call rings on the destination extension. Or, if the
destination party remains unavailable and the Camp On Return
Interval expires, the call is returned to you. See

“More About Camp

On” later in this chapter.

■ If the Camp On attempt is not permitted, the call originator remains

on hold while the message “Not Allowed” or “Camp On In Use”
appears on your display panel. See

“More About Camp On” later in

this chapter.

64 CHAPTER 5: STANDARD FEATURES

Initiating Direct

Camp On

More About

Camp On

You can initiate Camp On to directly queue a call on to a destination

extension that is in use or busy.

On a 3Com Basic or Business Telephone or Attendant Console:

1 While on a call, press Feature + 468 (or press the Camp On Access

button if one is programmed on your telephone).

You are prompted to enter the Camp On destination extension.
2 Enter the three-digit or four-digit extension that you want to Camp On.

■ If the Camp On attempt is successful, the call originator remains on

hold while the destination extension receives a Call Waiting tone.

When the party on the destination extension becomes available, the
camped on call rings on the destination extension. Or, if the
destination party remains unavailable and the Camp On Return
Interval expires, the call is returned to you. See

“More About Camp

On” in this chapter.

■ If the Camp On attempt is not permitted, the message “Not Allowed”

or “Camp On In Use” appears on your display panel. See

“More

About Camp On” in this chapter.

These usage tips and limitations apply to Camp On:

■ A system-wide Camp On Return Interval determines how long a caller

can stay camped on to an extension. The default Camp On Return
Interval is 180 seconds (three minutes). The NBX administrator can
configure it to be anything from 30 seconds to 10 minutes. If the
Camp On Return Interval expires, the camped call is returned to the
originator of the Camp On. For example, extension 1001 calls
extension 1002, and the call is then camped onto extension 1003 and
extension 1002 hangs up. Extension 1003 stays busy. When the Camp
On Return Interval expires, extension 1002 starts ringing. If the user at
extension 1002 does not answer the call, the call goes to the call
coverage for extension 1002.

■ You can initiate a Camp On call only to an internal NBX extension.

However, the originating call can originate from either an external or
internal number.

■ An extension can only have one Camped On call in its queue. If

another Camp On attempt is made to this extension, the message
“Camp On In Use” is displayed at the telephone attempting to initiate
the Camp On.

Using Camp On 65

■ You cannot initiate a Camp On call to:

■ An ACD extension

■ A Hunt Group extension

■ A TAPI RoutePoint extension

■ A Call Park extension

■ A Phantom extension

■ You cannot initiate a Camp On call to a device connected to an Auto

Attendant or Voicemail.

■ You can use either System-wide Speed dials (SSDs) or Personal Speed

Dials (PSDs) that are mapped to a valid extension as an alternative to
manually dialing the Camp On destination extension.

■ If Call Forward All or Do Not Disturb is enabled on the Camp On

destination extension, the message “Not Allowed” is displayed at the
telephone attempting to initiate the Camp On.

■ The condition of the destination extension at the time you initiate

Camp On determines the following:

■ If the Destination Extension is In Use — One or more (but not

all) of its system appearance lines are presently being used. In this
condition, you can use either Camp On with Call Transfer or Direct
Camp On to queue a call on to the destination extension.

■ If the Destination Extension is Busy — All of its system

appearance lines are presently being used. In this condition, you
can use only Direct Camp On to queue a call on to the destination
extension.

■ If the Destination Extension is Available — Instead of queuing

the call, both Camp On with Call Transfer and Direct Camp On act
as a blind transfer (See

■ If you have an NBX Entry telephone or an analog telephone you can

“Blind Transfer” earlier in this chapter.)

use only Direct Camp On to queue a call on to the destination
extension.

■ If you are using Camp On with Call Transfer and the destination

extension has its Call Coverage set to Disconnect, after the transfer
times out, you receive a busy tone. You can now initiate Camp On to
the destination extension.

For additional tips and considerations on using Camp On, see your NBX
system administrator.

66 CHAPTER 5: STANDARD FEATURES

Using Automatic Callback

Initiating Automatic

Callback

Automatic Callback allows you to request a call back ring from a

destination extension that is in use or unanswered. The NBX system

attempts to connect you when the called party at that extension becomes

available.

On an NBX telephone, the Automatic Callback feature is helpful when:

■ The person you are calling is on another call and you want the system

to generate a call back ring as soon as this person is available.

■ The person you are calling does not answer the call and you want the

system to generate a call back when this person is available.

You initiate an Automatic Callback through Feature code 469 or a

programmed system access button depending on the type of NBX

telephone you have and how it is configured.

You can initiate Automatic Callback while making a direct call to an

extension that is in use or unanswered.

On a 3Com Basic or Business Telephone or Attendant Console:

1 While on a call to an extension that is in use or unanswered, press

Feature + 469 (or press the Automatic Callback Access button if one is

programmed on your telephone).
2 Disconnect from the call.

■ If the Automatic Callback attempt is successful, the message

“Callback Extension XXX” appears on your display panel.
When the party on the destination extension becomes available, you

receive a call back ring. When you answer this call back, the
destination extension rings and your call then can be connected.

■ If the Automatic Callback attempt is not permitted, the message “Not

Allowed” appears on your display panel. See

“More About Automatic

Callback” in this chapter.

If the party on the Automatic Callback destination extension does not

return your call within the time set by the Automatic Callback Return

Interval, the system cancels the Automatic Callback request. For more

information, see the

“More About Automatic Callback” section.

Using Automatic Callback 67

More About

Automatic Callback

These usage tips and limitations apply to Automatic Callback:

■ An Automatic Callback Return Interval, set by the NBX NetSet

administrator, determines the maximum amount of time you can wait
for a call back. The range for this timer is 1 minute to 24 hours with
the default being 12 hours. If the Callback is not received within this
time, the system cancels the Callback.

■ An extension can have up to five Automatic Callback requests

assigned to it. Return call backs are generated in the order that they
were received (FIFO).

■ Events that generate a call back from the destination extension

include:

■ Entering a feature code followed by an on-hook event

■ Invoking Directory followed by an on-hook event

■ Going off-hook then on-hook

■ Using Feature + 111 to terminate a session

■ You cannot initiate an Automatic Callback to:

■ An external number

■ An ACD extension

■ A Hunt Group extension

■ A TAPI RoutePoint extension

■ A Call Park extension

■ An extension receiving a transferred call

■ A Phantom extension

■ You cannot initiate Automatic Callback to a device connected to an

Auto Attendant or Voicemail.

■ If Call Forward All or Do Not Disturb is enabled on the Automatic

Callback destination extension, the message “Not Allowed” is
displayed at the telephone attempting to initiate the Automatic
Callback.

For additional tips and considerations on using Automatic Callback, see
your NBX system administrator.

68 CHAPTER 5: STANDARD FEATURES

Setting the Volume On any 3Com Telephone, use the Volume Control buttons to raise or

lower one of these volumes:

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

or down Volume Control button repeatedly while your telephone is
ringing, until the volume is at the level that you prefer. To read how
ringer volume is different from ringer tone, see

Chapter 6.

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

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

■ Speaker Volume (3Com 3101SP Basic Telephone) — To raise or

lower the volume of the sound that you hear when you are using the
speaker phone for a conversation or just listening to the dial tone,
press the Speaker button and then press the up or down Volume
Control button repeatedly until the volume is at the level that you
prefer.

“Ringer Tones” in

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

the sound that you hear on the headset, put on the headset and
activate it as specified for your headset. When you hear the dial tone
or during a conversation, press the up or down Volume Control
button repeatedly until the volume is at the level that you prefer. See

“Using a Headset” in Chapter 6.

6

PERSONALIZING YOUR TELEPHONE

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

■ Guidelines About Features on NBX Telephones

■ Ringer Tones

■ User Button Mapping

■ Speed Dials

■ Off-Site Notification

■ Do Not Disturb

■ Preventing Unauthorized Use of Your Telephone

■ Class of Service Override

■ Using a Headset

Guidelines About Features on NBX Telephones

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

If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of these
instructions.

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

■ Because your administrator determines whether some of the features

Chapter 1.

ask your administrator to program one.

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

70 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

■ 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 swit

ch 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 the ring tone of your 3Com telephone from the

sound of other phones, use the NBX
ringing tones. You can also choose Silent Ring to disable audible ringing.

To change the ringer tone:

1 Verify that your computer has a sound device (a USB headset or a sound

card with either headphones or speakers).

2 Log in to the NBX NetSet utility and go to Telephone Programming >

Ringer Tones.

NetSet utility to select one of nine

User Button Mapping

3 Click each of the nine Ringer Tone Settings to hear the choices.
4 Select the number of the tone that you want.
5 Click Apply.

When you choose Silent Ring, the status light or display panel icon flashes
when a call arrives, but the telephone never rings. A headset attached to
the headset connector of a 3102 or 3102B Business Telephone also plays
a tone audible only through the headset.

You can map the buttons of your own 3Com Basic, Manager, or Business
Telephone if your NBX administrator enables this feature for your user
group. You can also modify the button mappings for a telephone to
override group button mappings unless your administrator has locked a
particular feature or features. (A lock icon in the NetSet display indicates
whether the button can be remapped.) Call forwarding can occur when
locking is enabled.

To check if button mapping is available for your telephone, log in to the
NBX NetSet utility and go to My Calling Privileges > Call Permissions.
Button mapping is available if this feature is enabled.

User Button Mapping 71

To set the button mappings for an individual telephone:

1 Go to Telephone Programming > Button Mapping
2 Click on the pull-down list next to the appropriate button in order to

select a feature from the list to associate with this particular button.

Ta bl e 8 describes all the function types that a user can map to the

available buttons on an NBX Telephone. See “Button Mapping Notes”
later in this chapter for tips and special considerations.

Ta bl e 8 User Button Mappings

Function Button Description For more information, see

Account Code Before or during a call, press this button, enter the account

code you want, and press the

Automatic Callback While on a call to an extension that is in use or

unanswered, press this button and disconnect from the call
to have the system generate a call back ring when the user
at that extension becomes available.

Camp On While on an active call, press this button and when

prompted, enter the Camp On destination extension of an
in use or busy extension to camp the call.

CFWD All Press this button to enter a Call Forward All extension and

to toggle on and off the Call Forward All feature.

CFWD Busy Press this button to enter a Call Forward Busy extension

and to toggle on and off the Call Forward Busy feature.

CFWD No Answer Press this button to enter a Call Forward No Answer

extension and to toggle on and off the Call Forward No
Answer feature.

CLIR-All Press this button to toggle on and off the Caller ID All (all

external calls) feature.

CLIR-Next Press this button to toggle on and off the Caller ID Next

(next external call only) feature.

Call Toggle For telephones other than the NBX Basic Telephone, which

has a dedicated Call Toggle button, press this button to
toggle between two calls.

Conference For telephones that do not have a dedicated Conference

button, such as NBX Basic Telephones, press this button to
add parties to a conference call.

Conference Drop Press this button to drop the last person who joined the

conference call.

Default Indicates that this button has no mapping.

#

key.

“Account (Billing) Codes” in

Chapter 7

“Using Automatic Callback” in

Chapter 5

“Using Camp On” in

Chapter 5

“Call Forward All” in

Chapter 5

“Call Forward Busy” in

Chapter 5

“Call Forward No Answer” in

Chapter 5

“CLIR for All External Calls” in

Chapter 7

“CLIR for Next External Call

Only” in Chapter 7

“Establishing a Conference

Call” in Chapter 5

“Disconnecting the Last Person
That You Called” in Chapter 5

72 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

Table 8 User Button Mappings (continued)

Function Button Description For more information, see

Directory Press this button to access the Name Directory, a list of

telephone users, displayed in the LCD window of your
telephone. The user can select a name from the list to dial it
automatically.

Do Not Disturb Press this button to toggle on and off the Do Not Disturb

feature.

Extend Wrap-Up Time Press this button to extend the ACD Wrap-Up Time session

duration. Wrap-Up Time must be enabled by the ACD
administrator. You can use this feature only once per call.

Feature Use this button to access any system feature by pressing it

and then dialing the Feature Code.
For example, if a telephone does not have a button

programmed for Call Park, you can press the Feature
button, and then dial the Call Park Feature Code (444) to
access the Call Park feature.

Flash If your NBX system is connected to a Central Office (CO) by

one or more Analog Line Card ports, and if the CO
provides a feature such as Call Waiting that requires a flash
signal, press this button to signal the CO to put the existing
call on hold and toggle to the call that is waiting.

To return to the first call, press this button again.

Fwd Vmail Press this button to direct all incoming calls to your voice

Headset Press this button to toggle between headset and handset

grp login/out 0–99

(0–29 on NBX 100)

mail (or to wherever you have specified in the NBX NetSet
utility Call Forward > Call Forward.

usage.
The Headset button mapping type is available only on

telephones that have a dedicated headphone jack, such as
the 3Com 3102 Business Telephone.

Press this button and enter the appropriate password to log
in to or out of an associated Automatic Call Distribution,
Hunt, or Calling group.

Maps one of the group login/logout Feature Codes (login
numbers to this button. (Ask your administrator for what
login number to use.) Each login number logs you in or out
of the associated group.

“Using the 3Com Telephone

Display Panel” in Chapter 5

“Do Not Disturb” in Chapter 6

“Extend Wrap-Up Time” in

Chapter 7

“Using Feature Codes” in

Chapter 8

“Forwarding Incoming Calls”

in Chapter 5

“Using a Headset” in this

chapter

“Automatic Call Distribution
Groups, Hunt Groups, and
Calling Groups” in Chapter 7

User Button Mapping 73

Table 8 User Button Mappings (continued)

Function Button Description For more information, see

Line/Extension Use this button to map to the extension of another

telephone (to create a Busy Lamp/Speed Dial) or Analog
Terminal Adapter (ATA). (Only your administrator can map
this button to an external or call park extension.)

Number — Enter the extension (with no spaces or special
characters) associated with the telephone or ATA port.

Priority — Enter a number to identify which button has
precedence. The button with the lowest value becomes
active when you lift the receiver or press speaker.

MWI For VM Assigns the Message Waiting Indicator to this button. The

LED next to the button lights when you have a message in
your mailbox.

Number — Enter the voice mailbox number (telephone
extension) when prompted.

MWI To Ph Send Press this button to send an MWI message to any other

phone in the system that has a mapped MWI Retrieve
button with an associated LED.

MWI Cancel Press this button to cancel and remove the most recent

MWI Retrieve Press this button to retrieve MWI messages through the

Other Lets you assign any feature code to this button.

Park Press this button and dial a valid Call Park extension to park

MWI message that was sent to a particular extension from
this phone. (The same phone that sent the message must
be used to cancel the message.)

LCD and the up or down arrow (scroll) buttons. The MWI
Retrieve mapped button has an associated LED, which
illuminates when a new MWI message has been received.

Number — Enter the feature code number in this field.
Example: On the NBX 100, use Other to map the personal

speed dials from 11–99. In the Number field, enter an
extension from the personal speed dial extension range.
Personal speed dial 11 corresponds to extension 610.

You can also use Other to map Class of Service Override,
feature code 433, or
a telephone button.

the current call.
To retrieve a parked call from a Call Park extension, press

the Park button and then dial the extension on which the
call was parked.

Telephone Lock, feature code 432 to

“Listening to NBX Messages”

in Chapter 4

“Using Message Waiting
Indicator to Telephone” in
Chapter 7

“Using Message Waiting
Indicator to Telephone” in
Chapter 7

“Using Message Waiting
Indicator to Telephone” in
Chapter 7

Class of Service Override and
Preventing Unauthorized Use
of Your Telephone

“Call Park” in Chapter 7

74 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

Table 8 User Button Mappings (continued)

Function Button Description For more information, see

PG 482–531

(PG 500-531 on
NBX

100)

Pickup Group Press this button and dial the Pickup Group extension to

PSD 1–99

(PSD 1-10 on NBX 100)

Redial On a 3Com Basic or Entry Telephone, press this button to

Release Press this button to disconnect the current call and leave

SSD 0–99

(SSD 1–10 on NBX

100)

Switch to DTMF Press this button to switch this Analog Line Card port from

Press this button to pick up a call on any extension in the
selected Pickup Group without dialing the Pickup Group
extension. Your telephone and the ringing telephone must
be part of the same Pickup Group unless the “Allow
Non-Member Pickup” check box is enabled for the group.

To do this you must first identify a specific Pickup Group
extension and assign it to this button. If you are unsure
what extension to use, ask your administrator.

pick up a call on any extension in the associated Pickup
Group. Your telephone and the ringing telephone must be
part of the same Pickup Group unless the “Allow
Non-Member Pickup” check box is enabled for the group.

Assigns a Personal Speed Dial (PSD) number to the button.
The NBX system includes 100 Personal Speed Dials (PSDs).
For the NBX 100, you can map the first 10 personal speed

dials using the Button Mappings window. To map the
remaining 90 personal speed dials, use the Other button
mapping, described earlier in this table.

You define the telephone numbers for each PSD in
Directory > Personal Speed Dial in the NBX NetSet
utility.

place a new call to the same number as the most recent call
made from this telephone.

the telephone idle (on hook). This feature is useful if you
use a headset when you make calls.

Assigns a System Speed Dial (SSD) number to the button.
Both the SuperStack 3 NBX and the NBX 100 system

includes 100 System Speed Dials (SSDs), which can be
programmed by the administrator (NBX NetSet System
Configuration - Speed Dials).

For the NBX 100, you can map the first 10 system speed
dials using the Button Mappings window. To map the
remaining 90 system speed dials, use the Other button
mapping, described earlier in this table.

pulse dialing to tone dialing (DTMF). You cannot switch
from tone dialing back to pulse dialing during a call.

“Call Pickup” in Chapter 7

“Call Pickup” in Chapter 7

“Speed Dials” later in this

chapter

“Dialing a Call” in Chapter 5

“Using a Headset” later in this

chapter

“Speed Dials” later in this

chapter

“Using Pulse Dialing” in

Chapter 7

User Button Mapping 75

Table 8 User Button Mappings (continued)

Function Button Description For more information, see

Transfer Press this button to transfer a caller to an internal extension

or an external telephone number.

WhisperPage Press this button and when prompted, enter the extension

to initiate a WhisperPage session.

Wrap-Up Time Press this button to activate the ACD Wrap-Up Time

session if this feature has been enabled by the ACD
administrator. You can extend the Wrap-Up Time session
duration by using the Extend Wrap-up Time feature.

Xfer Vmail Press this button to transfer a caller directly to another

person’s mailbox.

“Transferring a Call” in
Chapter 5

“WhisperPage” in Chapter 7

“Wrap-Up Time” in Chapter 7

“Direct Mail Transfer” in
Chapter 5

Button Mapping

Notes

The following notes apply to user button mapping.

■ Button Type Functions — Not all button type functions are available

on all models of telephones.

■ Priority and Number Fields — The use of Priority and Number fields

for button mapping depend on the selected button type function.
These fields are applicable where noted in

■ Ring Field — The Ring field used for button mapping allows you to

Ta bl e 8.

enable and disable ringing for a lone appearance button and to set
delayed ringing patterns. (See “Delayed Ringing” below.)

■ Busy Lamp/Speed Dial — A Busy Lamp/Speed Dial button is an

Access button where the Type field is set to Line/Extension and the
button is mapped so that it can function as a Speed Dial. When you
press the Busy Lamp/Speed Dial button, you dial the mapped
extension. When the other extension is in use, the lamp lights on your
telephone. For how to configure a Busy Lamp/Speed Dial button, see
“Line/Extension” in

■ Button Labels — You can use the NBX LabelMaker utility available

Ta bl e 8.

through the NBX NetSet utility to create and print labels for the
buttons on your telephone.

■ Delayed Ringing — The administrator can define a “ringing

progression” for a line mapped to multiple telephones. For example a
call could ring immediately at telephone 1, begin ringing at telephone
2 after 4 rings, and then begin ringing at telephone 3 after 8 rings.
Any of the telephones can pick up the call at any time, even if it has
not yet started ringing at a particular telephone.

76 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

Delayed Ringing works only when your administrator maps telephone
company lines directly to buttons on two or more telephones or
defines bridged station appearances. After that is done, you can alter
the delayed ringing pattern by changing the delay before ringing
occurs on the mapped line on your phone.

To edit a Delayed Ringing Pattern, go to Telephone Programming >
Button Mapping. The button mapped to the telephone line or
designated as a bridged extension will have the Type set to
Line/Extension

For the shared line appearance button, set the Ring box to the
behavior that you want. To have the telephone begin ringing after one
ring, select 1, after two rings, select 2. Select No to disable ringing
entirely. (The lamp still functions to indicate ringing/call status.) Do not
change the settings in the Type , Number, and Priority fields.

Speed Dials This section describes the types of speed dials:

■ Personal

■ System-wide

■ One-Touch

It also describes how you can print a list of speed dials. You can also print
a set of labels for your telephone, showing which of your buttons are
mapped to features and speed dial numbers.

Although 3101 and 3101SP Basic Telephones each have two Access
buttons that can be made available by your administrator for One-Touch
speed dial numbers, these buttons are mapped by default as a Feature
button and a Transfer button. Changing the settings for the Feature or
Transfer button greatly reduces your ability to use some of the NBX
features.

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

601 through 699) for your telephone. 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 a 3Com Telephone.

Speed Dials 77

If your administrator has assigned you to a group that allows you to
change your button mappings, log in to the NetSet utility and go to
Telephone Programming > Button Mapping to view or change the
current personal speed dial assignments for your telephone’s buttons. See

“User Button Mapping” earlier in this chapter.

You can also map a personal speed dial ID number to one of the available
Access buttons on your telephone from the Directory > One-Touch
Speed Dial page. See

“Special Case: One-Touch Speed Dials” later in

this chapter.

To assign or change a personal speed dial number:

1 Log in to the NBX NetSet utility and go to Directory > Personal Speed

Dial.

2 In the Personal Speed Dial page, 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 Speed Dial 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 Account Code box, type an account code if it is required or useful

for calls to this destination.

5 In the Comment text box, type a brief description, usually a name, that

corresponds to the number.

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

Apply to complete your changes.

To use a personal speed dial:

1 Pick up the handset. If you are using a 3Com 3101SP Basic Telephone,

you can press

(Speaker).

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

number that 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 on your telephone shows the message “No number stored.”

78 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

System-wide

ed Dials

Spe

Your administrator can set up to 100 system-wide speed dials (using ID
numbers 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.

If your administrator has assigned you to a group that allows you to
change your button mappings, log in to the NetSet utility and go to
Telephone Programming > Button Mapping to view or change the
current system-wide speed dial assignments for your telephone’s buttons.

“User Button Mapping” earlier in this chapter.

See

You can also map a system-wide speed dial ID number to one of the
available Access buttons on your telephone from the Directory >
One-Touch Speed Dial page. See

“Special Case: One-Touch

Speed Dials” next.

To use a system-wide speed dial:

1 Pick up the handset. If you are using a 3Com 3101SP Basic Telephone,

you can press

(Speaker).

2 Press the Feature button plus the 3-digit system-wide speed dial ID 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.

Special Case:

One-Touch

d Dials

Spee

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.”

One-Touch speed dials use Access buttons.

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

“Personal

Speed Dials” or follow these steps for the One-Touch screen.

Although 3101 and 3101SP Basic Telephones each have two Access
buttons that can be made available by your administrator for One-Touch
speed dial numbers, these buttons are mapped by default as a Feature
button and a Transfer button.

Speed Dials 79

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

1 Log in to the NBX NetSet utility and go to Directory > One-Touch

Speed Dial.

2 Any box that has an asterisk in the 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.

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.

To include an account code, include the feature code, account code, and

#

before the telephone number Example: [888]1234#9785551212. Do

not use spaces, hyphens, commas, or nonnumeric characters other than

#

and brackets.

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

corresponds to the number.

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

click Apply to complete your changes.
If you make a change in this page, the change also appears in the

Personal Speed Dial page. See

“Personal Speed Dials” earlier in this

chapter.

Speed

Printing

Dial Lists

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 the NBX NetSet utility and go to Directory > Personal Speed

Dial or System-wide Speed Dial.
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 Print to print the list.

Printing Labels You can print labels that identify the numbers and features that are

assigned to Access buttons on your telephone or attendant console using

the LabelMaker in the NBX NetSet utility or on the NBX Resource

Pack CD.

80 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

To print labels for your telephone or attendant console:

1 Log in to the NBX NetSet utility and go to Resources > Telephone

Button Labels.

2 Click the link for Telephone Button Labels. Save the file to your choice

of location on your PC, and then open the file to start the LabelMaker
program.

3 Find the page in the LabelMaker that has labels for your telephone.
4 Edit the label template by clicking any of the label text boxes to highlight

the existing text, and then typing new text.

5 Press Tab to move to the next text field in the label.
6 Click the Print button at the top of the LabelMaker screen to open the

Print dialog. Be sure to specify which page you want to print. Typically,
the default is to print all pages.

7 Click Print.
8 Cut out the labels and put them in the label holders of your 3Com

Telephone or your Attendant Console.

9 To save the edited LabelMaker, click the Save button at the top of the

LabelMaker screen. Or you can click File > Save As to save the
LabelMaker to a new location.

Off-Site
N

otification

To reuse your saved LabelMaker, you must run the file that you saved to
your computer. If you download the LabelMaker from the NBX NetSet
utility again, you get the default version, and the download might
overwrite your saved LabelMaker. To create a Windows Desktop shortcut
to your saved LabelMaker, right-click the saved file and then click

To > Desktop (create shortcut).

Send

When you enable off-site notification, the NBX Messaging system notifies
you by e-mail, pager, or telephone 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.

If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of these
instructions.

Off-Site Notification 81

To configure off-site notification for your NBX voice mailbox:

1 Log in to the NBX NetSet utility and go to My Calling Privileges > Call

Permissions. Look to see if 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 not enabled, ask to have these

features enabled.

2 Go to NBX Voice Mail Settings > Offsite Notification.
3 Select whether you want off-site notification for all messages or for

urgent messages only.

Next, you will need to configure the Off-Site Notification Attempts for up

to five attempts at off-site notification.
4 In the first attempt row, in the Notification 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 “Notice Behaviors” later in this chapter.

5 In the Number/Address field:

■ If you selected Pager for Method in step 4:

■ 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 Number 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 4:

■ 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 to access your voice mailbox and listen to and
delete any of your messages.

■ If you selected EMail for Method in step 4:

82 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

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

use different e-mail addresses for different Attempts.
When you choose to be notified by e-mail message, the NBX

system sends you an e-mail message for each voice mail message
that you receive. The voice message may be attached to the e-mail
message as a WAV file. See the tables in
in this section.

You can listen to the messages using your PC sound device (a USB
headset or a sound card with either speakers or headphones).

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.

6 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.

“Notice Behaviors” later

7 Click Apply.
8 Repeat steps 4 through 7 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 “Notice Behaviors” at the end of this
section.

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

configured all of the Attempt rows that you want, click Apply to
complete your changes.

10 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.

Off-Site Notification 83

■ 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.

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

“Resetting the Off-Site Notification Cycle”.

as

■ If you specify EMail for the first attempt:

Attempt Method Notice Behavior
1 E-mail ■ 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 is
attached as a WAV file.

and then you configure attempt:
2 through 5 as E-mail ■ 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

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

message.

message. Follow the prompts to log in and

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

■ 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 attempt:

84 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

*

Attempt Method Effect

2 through 5 as E-mail ■ You receive an e-mail notice for only the first

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

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

*First new message means 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. Logging in restarts the cycle.

Resetting the Off-Site Notification Cycle

When you log in to your voice mailbox and hang up or log out (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.

new voice mail message.*

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

voice message.*

new voice message.*

The e-mail notice

Managing Off-site

Notification

Using the

Telephone

To manage your off-site notification settings directly through the
telephone:

1 Log in to your voice mailbox at your telephone or remotely.
2 Press 9.
3 Press 4, select one of these options, and follow the prompts:

Button Description
1 Enable off-site notification.
2 Disable off-site notification.
3 Change off-site notification settings.
4 Review current off-site notification settings.

Return to the main menu.

Do Not Disturb 85

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

telephone immediately go to your default call coverage point without

ringing. You set the default call coverage point from the NBX NetSet

utility by going to Call Forward > Call Forward. See

Incoming Calls” in Chapter 5.

If Call Forward All is in effect, it overrides Do Not Disturb. Calls go to the

call coverage point defined for Call Forward All in the Call Forward >

Call Forward Override page.

You may be able to map the Do Not Disturb feature to an available

Access button on your 3Com Telephone (see the

Mapping”section, or you can use the Feature Code to enable and disable

the feature.

When Do Not Disturb is in effect:

■ It overrides Call Forward No Answer, Call Forward Busy, and FWD

MAIL.

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

“Forwarding

“User Button

If you use a 3Com 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.

■ 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 an ACD group, a hunt group, or a calling

group, incoming calls to the group ring on your telephone. Calls
coming in directly to your telephone (not directed to the 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 group.

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 a 3Com Telephone shows DO NOT DISTURB.

86 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

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 even if you do not have a
3Com Telephone or if you are away from your desk, log in to the NBX
NetSet utility and go to My Calling Privileges >

Feature Settings.

Preventing
Unau

thorized Use

of Your Telephone

To prevent others from dialing long-distance or other unauthorized calls
from your telephone permanently, ask your administrator to adjust the
call permissions schedule for your extension, or you can adjust it
temporarily with the Telephone Locking feature.

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

1 Pick up the handset and press Feature + 432. The display panel on a

3Com Telephone prompts you to enter your password.

2 Enter your password + # and hang up.

Your telephone is now locked. The display panel shows the Lock icon. It
displays only the directory and system-wide speed dials.

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

Your call logs and personal speed dials are again available.

Additional Notes

■ 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. That is, notification of
voice mail messages is sent to the outside telephone numbers or
paging numbers that you have specified in the NBX NetSet utility NBX
Voice Mail Settings > Offsite Notification page, even if these
numbers are not toll-free.

■ You can view your current Telephone Lock setting from the NBX

NetSet utility by going to the My Calling Privileges >

Feature

Settings.

Class of Service Override 87

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, from the NBX NetSet utility, go to

My Calling Privileges > Call Permissions.

Class of Service Override

The Class of Service Override feature allows you to apply the features

of your own 3Com Telephone temporarily to another 3Com Telephone

on the same local network.

Example:

■ The telephone in your organization’s conference room is 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.

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

use the documentation for your messaging application instead of these

instructions.

To activate the one-call-only Class of Service Override from a 3Com

Telephone:

1 Pick up the handset.
2 Press Feature + 433.
3 Dial your telephone extension and press #.
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 3Com 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

3Com Telephone were applied temporarily to the telephone on which

you made the call.

88 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

Using a Headset You can use a headset that has a microphone with any telephone on an

NBX system.

■ For information on how to use a typical headset and amplifier with

3Com Telephones other than the 3Com Manager’s Telephone or 3102
or 3102B Business Telephone, see
later in this section.

“General Headset Instructions”

General Headset

Instructions

For 3Com Telephones other than the 3Com Manager’s Telephone or
3102 and 3102B Business Telephones, follow these instructions.

You may need to modify some of these instructions for some headsets or
amplifiers. See the instructions that come with your equipment.

To prepare a headset for all calls:

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

on the underside of the telephone.

2 Insert the cord for the telephone handset into the headset amplifier.
3 Put on the headset.
4 Pick up the telephone handset and set it on your desk.

To prepare a headset so that you can choose 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.
Even when the headset is plugged into the amplifier, you must remove

the handset from the cradle to use the headset.

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

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

To manage calls when you are using the headset:

1 Put the headset on. When a call comes in:

■ If the handset is on hook, pick it up, set it on your desk, and begin to

speak.

Using a Headset 89

■ If the handset is off hook, press the System Appearance button beside

the flashing light.

2 To end a call when you are using a headset:

■ On a 3Com Basic Telephone or an analog telephone, hang up the

handset or press Feature +111.

Returning to the

Headset After a

Delay

Long

Certain brands of headsets enter 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 set it on your desk.
2 Put on the headset. On the amplifier, set the headset button to On.

90 CHAPTER 6: PERSONALIZING YOUR TELEPHONE

GETTING MORE FROM YOUR

7

TELEPHONE SYSTEM

This chapter covers these topics:

■ Listening to Your Messages in Your E-mail

■ Account (Billing) Codes

■ Caller ID

■ Call Pickup

■ Automatic Call Distribution Groups, Hunt Groups, and Calling Groups

■ Supervisory Monitoring

■ WhisperPage

■ Call Park

■ Paging

■ Configurable Operators

■ Using Message Waiting Indicator to Telephone

■ Dialing a Call to a Remote Office

■ Bridged Extensions

■ Delayed Ringing

■ Using Pulse Dialing

■ Additional Applications

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

use the documentation for your messaging application instead of the

instructions in this chapter.

For help on accessing NBX features from an analog telephone or a

third-party, SIP-based IP telephone, see the applicable NBX Feature Codes

Guide in the NBX NetSet™ utility. For help on how to set up your NBX

NetSet utility password the first time, see

Chapter 1.

92 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM

Listening to Your Messages in Your E-mail

Account (Billing) Codes

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. See your administrator for
assistance with this feature.

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 a sound-file attachment to an e-mail
message. To listen to your messages using your computer, it must have a
sound device such as a USB headset or a sound card with either speakers
or headphones.

When you delete the e-mail message that contains the attached voice
message, you are not deleting the voice message on the NBX system. To
delete voice messages from the NBX system, you must access your voice
mailbox through the telephone or the NBX NetSet utility.

See “Off-Site Notification” in Chapter 6 for a discussion of off-site
notification behavior.

Account Codes allow your administrator to track calls that are associated
with an individual client or account. When you dial a call or when you
answer your telephone, 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.

You may be forced to enter an account code for outgoing external calls.
To see if you are forced to enter an account code, log in to the NBX
NetSet Utility and go to My Calling Privileges > Call Permissions. For a
list of public account codes, go to Directory > Account Codes.

To enter a forced account code for an outgoing external call:

1 Dial the phone number.

For a 3Com Entry Telephone or analog telephone, you hear the feature
tone as the system waits for the required account code.

The display panel prompts you for the required account code.

2 Dial the account code that has been assigned by your administrator, and

#

then press the
The NBX system records the account code and completes the call:

key.

Caller ID 93

■ The account name, if known, displays. If the account code is incorrect,

you are prompted to enter it again.

■ On a 3Com Entry Telephone or analog telephone, if the account code

is incorrect you may have to dial the phone number, dial the correct

#

account code, and press

again.

To enter an account code at any time before or during an incoming or

outgoing call:

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

#

then press the

key.

The NBX system records the account code and applies it to:

■ The next call, if you activate the Account Codes feature before a call

arrives at your telephone

■ The current call, if you activate the Account Codes feature during a

call

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

block your

Internal and External

Caller ID

Calling Line Identity

Restriction (CLIR)

External Caller ID or can configure the system so that you can

identity (telephone number) from anyone you call.

By default, the NBX system shows the extension and name of any internal

caller on the display panel of your 3Com Telephone.

External Caller ID provides the same information for external incoming

calls if your organization subscribes to the service from your local

telephone company and if the caller has not blocked the information

from being sent to the NBX system.

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

On certain NBX systems, if your organization subscribes to Caller ID

service from your local telephone company, you can choose to prevent

the NBX system from transmitting your Caller ID information to outside

parties when you dial a call. Your administrator must enable this feature,

called Calling Line Identity Restriction (CLIR), on the NBX system. If this

feature is enabled system-wide, you can choose to restrict calls:

■ For all external (outbound) calls that you dial

94 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM

OR

■ For only the next single 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 Feature + 889. The display panel on your

3Com Telephone shows CLIR-ALL on.

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.

To disable CLIR-All:

1 Pick up the handset.
2 Press Feature + 889 again. CLIR-ALL off 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 the NBX NetSet Utility and
go to My Calling Privileges >

Feature Settings.

CLIR for Next External Call Only

To enable CLIR for only the next call from your telephone:

1 Pick up the handset.
2 Press Feature + 890. The telephone display panel shows CLIR-NEXT on.
3 Dial the number that you want to call.
4 When you disconnect the call, the CLIR feature is no longer in effect.

CLIR-NEXT on disappears from the display panel.

If you hang up the handset without making a call, the CLIR-NEXT feature
remains active and will apply to the next external call that you make. If
you are unsure about whether CLIR-NEXT is active, pick up the handset,
press Feature + 890, and read the status message in the display panel of
your telephone.

Call Pickup 95

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.”

Your administrator configures call pickup groups and can tell you which

group you belong to.

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

1 Log in to the NBX NetSet Utility and go to System Group Settings >

Call Pickup.
2 Click the group name that you want to view from the Call Pickup Group

list to view the members of that group.

Directed Call Pickup

on a Specific

Telephone

Group Call Pickup You can answer a call that is ringing on a group member’s telephone.

Automatic Call
Distribution
Groups, Hunt
Groups
Group

, and Calling

s

You can answer a call that is ringing on a specific user’s telephone.

Using the feature code:
1 Pick up the handset.

2 Press Feature + 455 and the user’s extension. The call is directed to your

telephone.

Using the feature code:
1 Pick up the handset.
2 Press Feature + 456 and the group number. The call is directed to your

telephone.

Your administrator can establish formal and informal call centers so that

incoming calls can be directed to several telephones that have been

associated into automatic call distribution groups, hunt groups, or calling

groups.

A call center is a general term that refers to any system that accepts

incoming calls to a site and ensures that those calls are sent to the proper

96 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM

destination within the site. The call center can be used, for example, as a
help desk, a reservations counter, an information hotline, or a customer
service center.

If you do not answer, calls that come in to your telephone:

■ Through your extension go to the call coverage point that you have

set up.

■ Through an automatic call distribution group, hunt group, or calling

group follow the call coverage path set up by the administrator for
that group.

Automatic Call

Distribution

Automatic Call Distribution (ACD) distributes calls to agents and queues
the calls that have not been answered before a predetermined time
expires. The ACD also manages prerecorded announcements to callers,
manages individual ACD agents and groups of agents, and provides
database reports on both calls and agents.

Calls coming into ACD are distributed according to rules configured by
the administrator. An agent becomes available to receive ACD calls by
logging in to the ACD group.

To log in to an ACD group using your 3Com Telephone:

1 Pick up the handset.
2 Press Feature + the feature code for the ACD group. Your administrator

can tell you which feature code to use.

3 Dial the ACD group password. Your administrator can tell you which

password to use.

4 Press # and hang up.

To log out of an ACD group using your 3Com Telephone:

1 Pick up the handset.
2 Press Feature + the feature code for the ACD group.
3 Dial the ACD group password.
4 Press # and hang up.

You or your administrator can configure an ACD group to an Access
button. To log in to or to log out of the ACD group, press the specified
Access button. The indicator next to the button lights to show that you

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 97

are logged in. Your administrator can configure whether you are allowed

to log out or not.

On the 3Com 2101 Basic Telephone, the display panel shows the

message logged in.

To log in to an ACD group using the NBX NetSet utility:

1 Go to Group Membership > ACD Groups.
2 Select the ACD group to log in to.
3 Click Login.

If you log in to an ACD group and do not answer a call when it rings on

your telephone, the system may log you out of the group depending on

how the administrator has configured the group.

To log out of an ACD group using the NBX NetSet utility:

1 Go to Group Membership > ACD Groups.
2 Select the ACD group to log out of.
3 Click Logout.

Viewing ACD User Status

Using the NBX NetSet Utility, go to Group Membership > ACD Groups

to see each ACD group that you are a member of. Click each column

heading to arrange the information in ascending or descending order.

■ Extension — Shows the extension number of the ACD group. Click

the extension number to view details about the ACD group members.

■ Name — Shows the name of the ACD group.

■ Queue — Shows the number of calls to this ACD group currently in

the queue.

■ Answered — Shows the number of calls that have been answered by

this ACD group since NBX system startup.

■ Status — Shows whether you are currently logged in to or out of the

ACD group.

■ State — Shows whether your extension has been locked in to the

ACD group. If your extension has been locked into the ACD group,
only the administrator can log you out. If your extension is not locked
into the ACD group, you can log yourself out.

98 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM

You can also perform the following actions:

■ Select All — Select for an action all ACD groups of which you are a

member.

■ Deselect All — Remove from an action all ACD groups of which you

are a member.

■ Invert Section — Select for an action all ACD groups currently

unselected and remove from an action all ACD groups currently
selected.

■ Login — Log in to the selected ACD group (or groups).

■ Logout — Log out from the selected ACD group (or groups).

Viewing ACD Group Status Details

Using the NBX NetSet Utility, go to Group Membership > ACD Groups
and click the extension number to view detailed information about the
agents of this ACD group. Click each column heading to arrange the
information in ascending or descending order.

■ Extension — Shows the extension number of each agent in the

group

■ First Name — Shows the first name of each agent

■ Last Name — Shows the last name of each agent

■ Rank — Shows the order in which calls are routed to agents in the

group

■ Status — Shows whether each agent is currently logged in or out of

the ACD group

■ State — Shows which agents’ extensions have been locked in to the

ACD group

Wrap-Up Time

Wrap-Up Time is a feature that allows time for an agent to complete
follow-up actions after a call. If this feature is enabled by the ACD
administrator, you can activate Wrap-Up Time once per call for a duration
specified by the administrator.

You can activate/deactivate Wrap-Up Time using Feature code 972 or by
mapping an access button to this feature (see

“User Button Mapping”).

During Wrap-Up Time, the LED for the mapped button is lit, and the
system routes no calls to this extension except personal calls or Call

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 99

Group calls. If you need more time than what is allotted by default, you
can use the Extend Wrap-Up Time feature.

Extend Wrap-Up Time

If the Wrap-Up Time feature is enabled by the ACD administrator, the
Extend Wrap-Up Time feature is enabled by default and allows an agent
to extend the Wrap-Up Time period for the same time duration as the
Wrap-Up Time.

This feature is valid only if you are already in the wrap-up mode. You can
activate the Extend Wrap-Up Time once per call using Feature code 973
or by mapping an access button to this feature (see

“User Button

Mapping”).

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

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 shows the

path of a call coming into a hunt group.

Figure 4 Sample Hunt Group Configuration

1 Incoming Telephone Call
2 Telephone #1
3 Telephone #2

100 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM

4 Telephone #3
5 Group Voice Mailbox

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 3Com Telephone:

1 Pick up the handset.
2 Press Feature + the feature code for the hunt group. Your administrator

can tell you which feature code to use.

3 Dial the hunt group password and press #. Your administrator can tell you

which password to use.

To log out of a dynamic hunt group using your 3Com Telephone:

1 Pick up the handset.
2 Press Feature + the feature code for the hunt group.
3 Dial the hunt group password.
4 Hang up the telephone.

You or your administrator can configure a hunt group to an Access
button. 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 3Com 2101 Basic Telephone, the display panel shows the
message IN.

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

1 Go to Group Memberships > Hunt Groups.
2 Select the hunt group to which you want to log in.
3 Click Login.

If you log in to a dynamic hunt group and do not answer a call when it
rings on your telephone, the system may log you out of the group
depending on how the administrator has configured the group.