3COM NBX 900-0208 User Manual

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NBX

Manager’s Telephone

Guide

NBX Networked Telephony Solutions

System Release 5.0

Part Number 900-0208 Published April 2005

http://www.3com.com/

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

Copyright © 1998–2005, 3Com Corporation. All Rights Reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from 3Com Corporation.

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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 2.101(a) and as such is provided with only such rights as are provided in 3Com’s standard commercial license for the Software. Technical data is provided with limited rights only as provided in DFAR 252.227-7015 (Nov

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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.

CONTENTS

ABOUT THIS GUIDE

How to Use This Guide 10 Conventions 10 Documentation 11

Comments on the Documentation 12

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 Navigation and Shortcut Icons in the NBX NetSet Utility 16

Quick Reference Guides 17

2 3COM 3103 MANAGER’S TELEPHONE

Telephone Buttons and Controls 19 Programmable Access Buttons 22 Status Lights for Access Buttons 23 Display Panel 23

Display Panel Contrast 24

Features 25

3 NBX MESSAGING

NBX Messaging Components 27

Important Considerations 28

Changing Your Password 28

Security Tips 29 Changing Your Name Announcement and Personal Greetings 29 Listening to NBX Messages 30

Message Indicators 30

Listening from Your Computer 31

Listening from Your 3Com Telephone 31 Listening from Any Internal 3Com Telephone 31 Listening from an External Location 31 Managing Your Messages 32

Information About Your Messages 33 Replying to a Message 33 Forwarding a Message 34 Creating and Sending a Message 35 Using Voice Mail Group Lists 36

Viewing System Groups 36

Creating Personal Groups 36

Modifying or Deleting Personal Groups 37 Marking a Message as Private or Urgent 39 Other Ways to Manage Your Voice Mail Messages 40 Other Kinds of Mailboxes 40

Greeting-Only Mailbox 40

Phantom Mailbox 41

Group Mailbox 41

4 STANDARD FEATURES

Answering a Call 43

Caller ID 44

Answering a Second Call 44 Using the 3Com Telephone Display Panel 44 Dialing a Call 45

An Internal Call 45

An External Call 45

Redialing a Call 46 Forwarding Incoming Calls 46

Call Coverage Points 46

Condition to Forward Calls 46

Setting Call Forward from the Telephone 47

Setting Call Forward from the NetSet Utility 49

Call Forward Precedence 51 Putting a Call on Hold 52

Dialing Another Call 52

More Than One Call 53

Transferring a Call 53

Announced (Screened) Transfer 53

Blind Transfer 54 Direct Mail Transfer 54 Establishing a Conference Call 55

Disconnecting the Last Person That You Called 56

More About Conference Calls 57 Setting the Volume 57

5 PERSONALIZING YOUR TELEPHONE

Guidelines About Features on NBX Telephones 59 Ringer Tones 60 Speed Dials 60

Personal Speed Dials 60

System-wide Speed Dials 61

Special Case: One-Touch Speed Dials 62

Printing Speed Dial Lists 63

Printing Labels 63 Off-Site Notification 64

Managing Off-site Notification Using the Telephone 68 Do Not Disturb 68 Preventing Unauthorized Use of Your Telephone 70

Telephone Locking 70

Call Permissions 71 Class of Service Override 71 Using a Headset 72

With the 3Com Manager’s Telephone and 3Com 3102 Business

Telephone 72

Returning to the Headset After a Long Delay 73 Using Hands Free Active on Intercom 73

6 GETTING MORE FROM YOUR TELEPHONE SYSTEM

Listening to Your Messages in Your E-mail 76 Account (Billing) Codes 76 Caller ID 77

Internal and External Caller ID 78

Calling Line Identity Restriction (CLIR) 78

Call Pickup 79

Directed Call Pickup on a Specific Telephone 80 Group Call Pickup 80

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 81

Automatic Call Distribution 81 Hunt Groups 83 Calling Groups 86 Group Membership 86

Supervisory Monitoring 86

Monitor 87 Whisper 88 Barge-In 88 Change Agent 89

Interactions 89 Call Park 90 Paging 91

Paging the System 92

Paging Zones 92 Configurable Operators 93

How Configurable Operators Work 93

Configuring the Operators 94 Using Message Waiting Indicator to Telephone 95

Sending an MWI Message 95

Retrieving an MWI Message 95

Deleting MWI Messages 96

Cancelling an MWI Message 97 Dialing a Call to a Remote Office 97

Using Unique Extensions 97

Using Site Codes 98 Bridged Extensions 99 Delayed Ringing 100 Using Pulse Dialing 100 Additional Applications 102

7 FEATURE CODES

NBX Tones 103 Feature Codes with 3Com Telephones 104

3Com Manager’s Telephone 105

Using Feature Codes 105

8 3COM 3105 AND 1105 ATTENDANT CONSOLES

3Com Attendant Console 110

Access Buttons 110 Feature Buttons 110

Attendant Console Labels 113 Opening the 3105 Attendant Console Label Cover 113 Complement Attendant Software 114

Managing Calls 115

A TELEPHONE INSTALLATION AND MAINTENANCE

Connecting the Telephone 117 Attaching and Adjusting the Articulating Support Bracket 119 Moving Your Telephone 121 Swapping Telephones 121 Cleaning Your Telephone 121 Troubleshooting Problems 121

INDEX

ABOUT THIS GUIDE

This guide is intended for anyone using:

■ 3Com

■ 3Com Attendant Consoles

■ NBX

Manager’s Telephones

Complement Attendant Software.

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

Devices documented in this guide include:

■ Telephones

™

administration utility for personal telephone settings.

■ 3Com 3103 Manager’s 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 Feature Codes Guide for Analog Telephones in the NBX NetSet utility.

10 ABOUT THIS GUIDE

How to Use

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

This Guide

Tab le 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 3103 Manager’s Telephone Chapter 2 NBX Voice Messaging features Chapter 3 Using standard telephone features Chapter 4 Personalizing your telephone Chapter 5 Enhanced system features Chapter 6 Feature codes Chapter 7 The Attendant Console and Complement Attendant Software Chapter 8 Telephone maintenance and troubleshooting information Appendix A References to all topics in this book Index

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

Tab le 2 Common Terms

Term Definition

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

Administrator The person who is responsible for maintaining your

Receptionist The person who answers the majority of incoming

User A person who has a single 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.

Tab le 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

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.

or instructions.

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

personal injury.

When you log in to the NBX NetSet utility as a user, you can view the PDF versions of the NBX Telephone Guides and NBX Feature Codes Guide by clicking the icons at the bottom of the screen. You can view the Quick

Reference Guide for your telephone by clicking the Telephone Quick Reference button.

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

An administrator who logs in can also see the NBX Installation Guide and the NBX Administrator’s Guide.

12 ABOUT THIS GUIDE

Comments on the

Documentation

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

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

Voice_TechComm_Comments@3com.com

Include the following information with your comments:

■ Document title

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

■ Page number

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

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 Guides

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

Setting Up Your Password and Voice Mail for the First Time

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

■ The kind of telephone that you have

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

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

Ta bl e 4

For details on tones and feature codes, see Chapter 7. For details on tones and feature codes on analog telephones, see the NBX Feature

Codes Guide in the NBX NetSet utility.

describes how to set up your first password.

14 CHAPTER 1: GETTING STARTED

Tab le 4 Setting Your NBX NetSet Utility and NBX Messaging Password

Feature 3Com Phones Analog Telephones Password — Set Initially If your system uses NBX

Messaging, follow the NBX voice

Message button and

follow the voice prompts

500 ** and follow the

voice prompts 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, 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

OR, for systems that do not use NBX Messaging:

Feature

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

OR, for systems that do

not use NBX Messaging:

(Feature Entry Tone)

+ 434

(Feature Entry Tone)

+ new password

+ #

(Feature Entry Tone)

+ repeat your new

password

+ #

(Confirmation Tone)

of your password.

Password — Change If your system uses NBX

Messaging, follow the NBX voice

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

Message button + current password + # + 9 + 2 + follow the prompts

500 **

+ extension number

+ current password

+ #

+ 9

+ 2

+ follow the prompts

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

sequence to change your password for the NBX NetSet utility. 3Com recommends that you use the same password for 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 + current password + # + new password + # + repeat your new password

OR, for systems that do

not use NBX Messaging:

(Feature Entry Tone)

+ 434

(Feature Entry Tone)

+ current password

+ #

(Feature Entry Tone)

+ new password

+ #

(Feature Entry Tone)

+ repeat your new

password

+ #

(Confirmation Tone)

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 “Changing Your

Name Announcement and Personal Greetings” in Chapter 3.

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.

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

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

NBX NetSet Utility 15

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

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

See Chapter 4

, Chapter 5, and Chapter 6 for discussions about the standard and enhanced features that you can monitor and change in the NBX NetSet utility. See Chapter 3

for voice messaging features.

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.

16 CHAPTER 1: GETTING STARTED

Starting the NBX

NetSet Utility

Navigation and

Shortcut Icons

in 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.

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

Tab le 5 Navigation Icons

Icon Action Where You Go

Back ■ For the User goes to the main NBX NetSet utility login

Help Help for the fields and procedures related to the screen

dialog box

■ For the Administrator goes to the NBX NetSet utility main

menu window

Click the icons below the window to go directly to these features:

One-Touch Speed Dials

(not available on 3Com® 3100 Entry Telephone)

Off-Site Notification

Telephone Guides

(including this guide)

NBX Feature Codes Guide

Quick Reference Guides 17

Quick Reference Guides

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

1 Log in to the NBX NetSet utility. See “

Starting the NBX NetSet Utility”

earlier in this chapter.

2 Click Telephone Quick Reference. The quick reference 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 3103

Telephone Buttons and Controls

ANAGER’S TELEPHONE

This chapter describes the buttons, controls, and features on the 3Com® 3103 Manager’s Telephone. It covers these topics:

■ Telephone Buttons and Controls

■ Programmable Access Buttons

■ Status Lights for Access Buttons

■ Display Panel

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.

Figure 1 shows the buttons and controls on the 3Com 3103 Manager’s

Telephone. The features are discussed after the picture.

20 CHAPTER 2: 3COM 3103 MANAGER’S TELEPHONE

Figure 1 3Com 3103 Manager’s Telephone

3 4

18 17 16

1011121314

1 Message Waiting Indicator (MWI) for Voice Mail — 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.

2 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 access these items:

■ Voice mail messages

■ Directories of people’s names and numbers

■ Logs of your recent incoming, missed, and outgoing calls

■ Features

3 Right buttons — Correspond to items on the display panel. Press to act

on those items:

■ When there is a corresponding phone call, the button opens or closes

a call action list. Scroll through the list and select an action by pressing the corresponding Right button or Select.

■ When there is a corresponding list item, the button activates the listed

option.

Telephone Buttons and Controls 21

4 Label area for Access buttons — See “Printing Labels” in Chapter 5. 5 Programmable Access buttons — Allow you and your administrator to

assign lines and features to specific buttons. See “Programmable Access

Buttons” and “Status Lights for Access Buttons” later in this chapter.

6 Select button — Selects the highlighted item in a list on the display

panel.

7 Scroll buttons (Up, Down, Left, Right) — The up and down buttons

allow you to scroll through the items in the telephone display panel. See

“Using the 3Com Telephone Display Panel”

right buttons move the cursor when you enter data.

8 Release button — Hangs up the current active call. 9 New Call button — Initiates a new telephone call.

in Chapter 4. The left and

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

Chapter 4

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

See “Transferring a Call”

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

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

Conference Call” in Chapter 4.

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

you called. See “Redialing a Call”

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

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

15 Telephone key pad — Enables you to dial calls, enter Feature Codes, or

enter passwords and numbers required for features.

16 Volume down — Lowers the volume of the ringer, the speaker, the

handset, or the headset. See “Setting the Volume”

17 Mute button

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

in Chapter 4.

— Enables you to prevent callers from hearing what you

18 Volume Up — Raises the volume of the ringer, the speaker, the handset,

or the headset. See “Setting the Volume”

in Chapter 4.

22 CHAPTER 2: 3COM 3103 MANAGER’S TELEPHONE

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

bottom dynamic tabs of the telephone display panel. See “Using the

3Com Telephone Display Panel” in Chapter 4. The tabs include:

■ Messages

■ Directory

■ Call Logs

■ Features

20 Handset 21 Left buttons — Correspond to calls on the display panel. Press to act on

those calls. The buttons answer incoming calls, retrieve calls on hold, or start new calls.

Programmable Access Buttons

Figure 2 shows the 8 programmable Access buttons on the 3Com 3103

Manager’s Telephone. Your administrator can set buttons to phone lines and features. You can set any other buttons to one-touch speed dials. To view or change the current speed dials on your telephone’s buttons (button mappings), click the Shortcut to One-Touch Speed Dials icon below any NBX NetSet utility screen. See “Special Case: One-Touch

Speed Dials” in Chapter 5.

Figure 2 3103 Access Buttons

1 2 3

4 5

Status Lights for Access Buttons 23

Access buttons have these default settings, which your administrator can change:

1 Headset / Handset Select button — Toggles audio between a headset

that is connected to the telephone and the handset. See “Using a

Headset” in Chapter 5.

2 Speed Dial button — Typically, you can use these 7 buttons (2-8) for

personal speed dial settings, although the administrator can map them to other features. See “Speed Dials”

in Chapter 5.

3 Speed Dial button 4 Speed Dial button 5 Speed Dial button 6 Speed Dial button 7 Speed Dial button 8 Speed Dial button

Status Lights for Access Buttons

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

If the light is The line is

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

Display Panel Use the 3Com Manager’s Telephone display panel to dial numbers and

manage calls. Navigate and choose telephone features displayed on the panel with the soft buttons for tabs across the bottom of the display, the left buttons for call control or list selection, the right buttons for actions on corresponding calls or list selection, and the scroll and select buttons.

■ Soft buttons — activate the tabbed commands that display above

them. The commands change according to context. Much of the time the soft buttons give you access to messages, directories, call logs, and feature dialogs. One soft button, for example, is the Messages button.

24 CHAPTER 2: 3COM 3103 MANAGER’S TELEPHONE

■ Left buttons — control calls that display beside them. Up to three

calls display at one time and correspond to the three left buttons. Press a left button to answer an incoming call, rejoin a call on hold, and select it for other action. If no call corresponds to the button, press it to start a new call.

■ Right buttons — bring up the action list for the corresponding call.

From the action list, you can send a call to voice mail, add it to the phone book, park it, hold, transfer, conference, or release the call.

If the display shows a list, the right buttons also activate the corresponding option.

■ Scroll buttons — up and down buttons move items up and down in

the display, if there are more than three calls or list items to be displayed. Arrows in the display show if there are more calls or items above or below those displayed.

The left and right buttons move you to the top or bottom of a list or move the cursor left or right when you enter data.

■ Select button — at the center of the scroll buttons activates the

currently highlighted list item.

Display Panel

Contrast

The display panel shows:

■ Calls with caller ID, when available

■ Number of messages in your mail box

■ Your extension number

■ Date and time

■ Status of persistent features with icons:

■ Locked / Unlocked

■ Fwd to mail

■ Handset / Headset / Speaker

■ Telephone lines in use with symbols in the column on the right

You can adjust the display panel contrast as one of the User Configuration Features.

Features 25

To adjust the contrast:

1 Press the Features soft button. 2 Scroll to User Configuration and press Select. 3 Scroll to Modify Display and press Select. 4 Press Select to choose Set Contrast. 5 Change contrast using the left and right scroll buttons. 6 Press Exit when you have finished.

Other User Configuration items should only be changed with the advice of your administrator.

Features You can access a full range of features beyond those provided by buttons

on the telephone by pressing the Features soft button. See “Using

Feature Codes” in Chapter 7 for a list of all features.

You can access these features either by entering the Feature Code on the keypad or selecting the feature from the display panel list:

1 Press the Features soft button. 2 Enter the three-digit Feature Code on the keypad. 3 Enter any additional values following display panel prompts.

OR 1 Press the Features soft button. 2 Scroll to the feature. 3 Press the Select button, the Select soft button, or the Left soft button

corresponding to the feature code on the display panel.

4 Enter any additional values following display panel prompts.

26 CHAPTER 2: 3COM 3103 MANAGER’S TELEPHONE

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

■ Other Ways to Manage Your Voice Mail Messages

■ Other Kinds of Mailboxes

A key component of the NBX Networked Telephony Solutions is the

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

and several administrative features. Voice mail allows callers to leave voice

messages in your voice mailbox when you are not able to answer your

telephone. You can listen to, save, and forward those messages from any

touch-tone telephone.

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

use the documentation for your messaging application instead of the

instructions in this chapter. Exception: Use the procedures in “Changing

Your Password” regardless of your messaging application.

28 CHAPTER 3: NBX MESSAGING

Important

Considerations

Changing Your Password

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

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

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

(Your administrator creates group mailboxes and their passwords.)

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

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

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

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

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

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

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

in Chapter 5.

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

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

in Chapter 1 to

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 29

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 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 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 NetSet utility:

1 Log in to the NetSet utility with your extension and password. 2 Select NBX Messaging > Personal Greeting.

30 CHAPTER 3: NBX MESSAGING

3 Select a greeting.

a Click Select to choose the greeting as the active greeting. b Click Listen to hear the greeting. c Click Delete to delete the greeting. You cannot delete greeting

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

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

in Chapter 1 to

earlier in

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 Tab le 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 3103 Manager’s Telephone — The indicator bar above

the display panel is lit, and the display panel shows the number of messages. Example: 3Msgs2New.

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

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 in the Voice Mail Messages area on the NBX NetSet > User Information screen. A new message has a * next to it. A forwarded messages has -->Fw: next to it.

Listening to NBX Messages 31

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

■ 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 Select a message in User Information > Voice Mail Messages. 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 Ta bl e 6

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 Ta bl e 6

for the buttons that you use to manage your messages.

To listen to your messages from an external telephone:

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

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

32 CHAPTER 3: NBX MESSAGING

■ If you call the main telephone number of your organization

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

Use these buttons to manage your messages:

Tab le 6 Managing Messages

Play or repeat a message.

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

retrieve a message after you delete it.

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

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

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

Messages” next.

Back up 3–5 seconds in the current message.

Pause the current message for up to 20 seconds.

Move ahead 3–5 seconds in the current message.

Move to the next message.

Return to the main menu.

Replying to a Message 33

Information About

Your Messages

Replying to a Message

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:

Date and time information.

Sender information.

Listen to the previous 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:

Send your reply.

Re-record your reply.

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

Message as Private or Urgent” later in this chapter.

Cancel your message.

34 CHAPTER 3: NBX MESSAGING

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.

Re-record your introductory comment.

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

Message as Private or Urgent” later in this chapter.

Cancel your message.

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 5.

■ 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 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.

Creating and Sending a Message 35

Creating and Sending 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.

Re-record the message.

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

Message as Private or Urgent” later in this chapter.

Cancel the message.

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

■ The internal extension or mailbox number of the recipient

■ A speed dial number. See “Speed Dials” in Chapter 5.

■ 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.

36 CHAPTER 3: NBX MESSAGING

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 6.

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 Netset > NBX Messaging > System Group List. A list of

System Group IDs and Names displays.

2 To view the membership of any group, select the group and click

Membership.

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

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

Using Voice Mail Group Lists 37

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 5

■ Another personal or system group list number

■ A 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:

Modifying or

Deleting Personal

Groups

1 Log in Netset > NBX Messaging > 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.

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.

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.

38 CHAPTER 3: NBX MESSAGING

3 Dial 3 for Group Lists. 4 Press 1, 3, or 4:

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

Review your list of groups.

Create a group.

Delete a group.

Add or delete group members. See step 5.

Return to the main menu.

destination numbers plus #:

■ The internal extension or mailbox number of the recipient

■ A speed dial number. See “Speed Dials” in Chapter 5.

■ 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.

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.

Marking a Message as Private or Urgent 39

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

1 Log in Netset > NBX Messaging > 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.

7 Click Apply and OK to complete your changes.

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

1 Log in Netset > NBX Messaging > Personal Group List. You see a list

of your current personal voice mail groups.

Marking a Message as Private or Urgent

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.

■ 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”

or “Creating and Sending a Message”

, “Forwarding a Message”,

earlier in this chapter.

2 In step 4 of those instructions, press 9.

40 CHAPTER 3: NBX MESSAGING

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 6.

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, select

NBX NetSet > NBX Messaging > 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.

■ 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.

Other Kinds of Mailboxes 41

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

42 CHAPTER 3: NBX MESSAGING

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

■ Setting the Volume

For help on accessing NBX features from an analog telephone, see the 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® Manager’s Telephone, you can press the Speaker button. If you have enabled Handsfree Active on Intercom, you can simply speak to answer internal calls.

An unanswered call on any telephone on the NBX system is forwarded to the call coverage point that you specify in NBX NetSet > User Information > Call Forward Default or Call Forward Override. To specify the number of times that your telephone rings before the call is

44 CHAPTER 4: STANDARD FEATURES

forwarded or to specify where you want the call to go, see “Forwarding

Incoming 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.

Answering a

Second Call

Using the 3Com Telephone Display Panel

On 3Com Manager’s Telephones, when a new call arrives while you are on a call:

1 Press Hold. OR press the Right soft button corresponding to the current

call, scroll to Hold and press Select. The current call is put on hold.

2 Press the Left soft button next to the new call on the display. You are

connected to the new call.

3 To return to the earlier call, press the Left soft button corresponding to

the earlier call on the display.

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

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

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

telephone (Missed Calls, Answered Calls, Dialed Calls)

■ Features — List of features including Personal Speed Dials that you

have set in NBX NetSet > Speed Dials and System-wide Speed Dials set by your administrator. You can print and view these numbers in

NBX NetSet > System Speed Dials.

To access the display panel lists:

1 Press the Directory, Call Logs, or Features soft button. 2 Use the scroll buttons to move through the lists. When you see the list

that you want to use, press the Select button, the Select soft button, or the corresponding Right button.

Dialing a Call 45

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

Press the Select button, the Select soft button, or the corresponding Right soft button.

4 To leave the lists entirely, press the Exit soft button.

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. Or, on 3Com Manager’s Telephones, you can press

the Speaker button. Or you can press the New Call button. Or, if no call is associated with one of the Left buttons, you can press it for a new line. You hear the dial tone.

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 Speaker

button, press it again to end the call. Or you can press the Release button.

For details about placing calls to remote or branch offices, see “Dialing a

Call to a Remote Office” in Chapter 6.

An External Call To dial an external call:

1 Pick up the handset. Or on 3Com Manager’s Telephones, you can press

the Speaker button. Or you can press the New Call button. Or, if no call is associated with one of the Left buttons, you can press it for a new line. You hear the dial tone. If necessary, dial 9, 8 or whatever to 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. If you have programmed one of the One-Touch buttons, press that button.

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

Speaker button, press it again to end the call.

46 CHAPTER 4: STANDARD FEATURES

Redialing a Call On a 3Com Manager’s Telephone:

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

that you called.

■ 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 6.

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.

■ 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.

Forwarding Incoming Calls 47

■ 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 (281) 555-1212. 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, see NBX NetSet > User Information > Call Permissions.

From the telephone, you can set call forwarding using feature codes. On the 3Com Manager’s Telephone, you can also set call forwarding from the display panel. Use the NetSet utility to see your call forwarding settings. Your administrator can also set programmable access buttons for call forwarding.

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.

On a 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to Forward to Mail. 3 Press Select. The Forward to Mail icon displays. 4 To turn off Forward to Mail, repeat these steps.

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

“Default”

later in this section.

48 CHAPTER 4: STANDARD FEATURES

To prevent the telephone from ringing even once, use the Do Not Disturb feature (see “Do Not Disturb” feature (see “Call Forward All”

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 NBX NetSet > User Information > Call Forward Default.

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

NBX NetSet > User Information > Feature Settings and see Forward All Calls to VM.

Call Forward No Answer

To set Call Forward No Answer on a 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to Call Forward No Answer. 3 Press Select.

in Chapter 5) or use the Call Forward All

later in this section).

4 If the display shows the destination number you want, just press the

Enter soft button or # to accept it. Otherwise, dial the number that you

want to forward calls to and press the Enter soft button or #.

To c an cel Call Forward No Answer:

1 Press the Features soft button. 2 Scroll to Call Forward No Answer. 3 Press the Select.

You can also use the Feature Code 466 to turn Call Forward No Answer on and off.

You can specify the number of rings before the call is forwarded by logging into NBX NetSet > User Information > Call Forward

Override.

Call Forward Busy

To set Call Forward Busy on a 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to Call Forward Busy.

Forwarding Incoming Calls 49

3 Press Select. 4 If the display shows the destination number you want, just press the

Enter soft button or # to accept it. Otherwise, dial the number that you

want to forward calls to and press the Enter soft button or #.

To c an cel Call Forward Busy:

1 Press the Features soft button. 2 Scroll to Call Forward Busy. 3 Press Select.

You can also use the Feature Code 467 to turn Call Forward Busy on and off.

Call Forward All

To set Call Forward All on a 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to Call Forward All. 3 Press Select.

Setting Call Forward

from the NetSet

Utility

4 If the display shows the destination number you want, just press the

Enter soft button or # to accept it. Otherwise, dial the number that you

want to forward calls to and press the Enter soft button or #.

To c an cel Call Forward All:

1 Press the Features soft button. 2 Scroll to Call Forward All. 3 Press Select.

You can also use the Feature Code 465 to turn Call Forward All on and off.

From the 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 (281) 555-1212. You can enter a * if a pause is required between an access code and a destination number.

50 CHAPTER 4: STANDARD FEATURES

Default

The Call Forward Default 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 NBX NetSet > User Information > Call Forward Default. 2 Select your choice for the Number of rings before forwarding a call. 3 Select a call coverage point:

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

message.

■ If you select Forward 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, see NBX NetSet > User Information > Call Permissions.

The check box below Forward phone number specifies where you want to forward calls that are not answered at the internal extension that you specified as the Forward phone number.

If you check the box, 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 — 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 51

■ 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 — 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, and then click OK.

Override

To set the call forward override:

1 Log in to NBX NetSet > User Information > 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.

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

following conditions:

Call Forward

Precedence

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 Default page.

3 Click Apply, and then click OK.

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:

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

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

52 CHAPTER 4: STANDARD FEATURES

■ 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 NetSet utility.

Putting a Call

You can put a call on hold for any reason.

on Hold

On 3Com Manager’s Telephones:

1 Press the Hold button. Or press the Right button corresponding to the

call for the Actions menu, scroll to Hold, and press Select.

2 To return to the call, press the corresponding Left button. Use the scroll

buttons to locate the call if necessary.

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

On 3Com Manager’s Telephones:

1 Press the Hold button. Or press the Right button corresponding to the

call for the Actions menu, scroll to Hold, and press Select.

2 Press an Access button, the New Call button, of the Left button to

choose a new line.

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

Transferring a Call 53

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

Telephone can be set by your administrator.

To place more than one call on hold on a 3Com Manager’s Telephone:

1 Press the Hold button. Or press the Right button corresponding to the

call for the Actions menu, scroll to Hold, and press Select.

2 Press the New Call button. OR press the Left button to choose a new

line to make a new call. OR, if one of the Access buttons is configured to access an external line directly, press that Access button. When you hear the dial tone on the newly selected line, dial the call.

3 To receive a call, select the incoming call on the display panel with the

Left button. 4 Repeat this procedure to put other calls on hold. 5 To return to any call on hold, press the corresponding Left button. Use

the scroll buttons to locate the call if necessary.

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,

administrator can change your call permissions.

Announced

(Screened) Transfer

Before you complete a transfer, you can announce to the recipient that

you are transferring a call. The recipient can then decide whether to take

the call. To announce a transfer: 1 While on a call, press the 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. OR choose the

number from the Directory or Speed Dial lists. 3 When the recipient answers, announce the call.

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

complete the transfer. OR press the Complete soft button.

■ If the recipient does not want to take the call, press the Exit soft

button. The call you tried to transfer is now on hold.

54 CHAPTER 4: STANDARD FEATURES

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. You can also press Release to hang up.

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. OR choose the

number from the Directory or Speed Dial lists.

3 As soon as you hear a full ring, press the Transfer button and hang up.

OR press the Complete soft button. (If you press the Transfer or Complete button too soon after you dial the number, the transfer might not occur.)

On a 3Com Manager’s Telephone, you can also press the Right button corresponding to the call and choose Transfer from the Actions menu to transfer a call. OR press the Features soft button and enter the Feature Code.

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 Manager’s Telephone:

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

Transfer.

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

transfer the call.

3 Hang up the handset.

Establishing a Conference Call 55

OR 1 While you are on a call, press the corresponding Right soft button for the

Actions menu 2 Scroll to Trans fer to VM and press the corresponding Right soft button

or Select. 3 Dial the extension of the person to whose voice mailbox you want to

transfer the call.

4 Hang up the handset.

Establishing a Conference Call

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 three parties can be any combination of internal and

external parties.

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 the Conference button. The system selects a new

line and places the first party on hold. 3 Dial a call to an internal or external third party. OR choose a number from

the Directory or Speed Dial list.

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

call. The second party remains on hold, and you may converse with the third party privately until you finish adding the third party. To add the third party, press the Conference button the second time. OR press the Complete soft button.

■ For a blind conference, press the Conference button immediately

after you dial the number. Or press the Complete soft button. You return to the conference, and you and the second party hear the called party’s telephone ringing.

On a 3Com Manager’s Telephone, you can also press the Right button

corresponding to the call and choose Conference from the Actions

menu to transfer a call. OR press the Features soft button and enter the

Feature Code.

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

56 CHAPTER 4: STANDARD FEATURES

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.

■ You can activate speaker phone operation during the conference call

by pressing the Speaker button.

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

by pressing the Mute or button. 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 3103 Manager’s

Telephones.

Disconnecting the

Last Person

That You Called

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 a 3Com

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

On a 3Com Manager’s Telephone:

1 Press the Right soft button. 2 Scroll to Conference Call - Drop. 3 Press the corresponding Right soft button or press Select.

You can also use the Feature Code 431 to disconnect the last person added to a conference.

Setting the Volume 57

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.

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 “Ringer Tones”

Chapter 5

■ 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 — 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.

■ 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 5.

58 CHAPTER 4: STANDARD FEATURES

PERSONALIZING YOUR TELEPHONE

Your NBX® 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

■ 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 below any screen in the NBX NetSet

For how to set up your NBX NetSet utility password for the first time, see

Chapter 1

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

use the documentation for your messaging application instead of these

instructions.

■ Because your administrator determines whether some of the features

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.

■ 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.

™

utility.

60 CHAPTER 5: PERSONALIZING YOUR TELEPHONE

■ Because your extension and personal settings are associated with your

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

Ringer Tones To help you to distinguish the ring tone of your 3Com® Telephone from

the sound of other phones, use the NBX NetSet utility to select one of nine 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 NBX NetSet > Ringer Tones. 3 Click each of the nine Sample Ringer Tone buttons to hear the choices. 4 From the Ringer Tone Setting pull-down list, select the number of the

tone that you want.

5 Click Apply.

Speed Dials 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.

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 61

To assign or change a personal speed dial number:

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

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

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

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

Include all of the prefix numbers that you would normally dial, such as a 9

or 8 or 1 to access an outside line, and, if necessary, the country code or

area code. Do not use spaces, hyphens, commas, or other nonnumeric

characters. 4 In the 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, and then click Close.

System-wide

Speed Dials

To use a personal speed dial:

1 Pick up the handset. Or you can press the Speaker button. 2 Press the Feature button plus the 3-digit personal speed dial code for the

number that you want to call. Or press the Feature button, scroll to

Speed Dials: Personal, press Select, scroll to the number that you want

to dial, and press Select 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.”

The 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.

You can ask the administrator to map a system-wide speed dial ID

number to one of the Access buttons on your telephone. See “Special

Case: One-Touch Speed Dials” next.

62 CHAPTER 5: PERSONALIZING YOUR TELEPHONE

To use a system-wide speed dial:

1 Pick up the handset. Or you can press the Speaker button. 2 Press the Feature button plus the 3-digit system-wide speed dial ID code

for the number that you want to call.Or press the Feature button, scroll to Speed Dials: System, press Select, scroll to the number that you want to dial, and press Select 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.”

Special Case:

One-Touch

Speed Dials

One-Touch speed dials use Access buttons.

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

“Personal Speed Dials”

or follow these steps for the One-Touch screen.

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

1 Log in to NBX NetSet > Speed Dials > One Touch. 2 Any box that has an asterisk in the 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, and then click OK. If you make a change in this screen, the change also appears in the

Personal Speed Dials screen. See “Personal Speed Dials”

earlier in this

chapter.

Speed Dials 63

Printing

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

that are allocated to your telephone.

4 Click 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.

To print labels for your telephone or attendant console:

1 Log in to NBX NetSet > Speed Dials. 2 Choose Telephone Labels or Attendant Console 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.

64 CHAPTER 5: PERSONALIZING YOUR TELEPHONE

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 Send To > Desktop (create shortcut).

Off-Site Notification

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.

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

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

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

2 Check Enabled. 3 If you want to be notified only about urgent voice mail messages, also

check Urgent Messages Only.

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

VoiceMail, or EMail

The cycle of notice behaviors differs depending on the method that you specify for the first attempt. See “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.

Off-Site Notification 65

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

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

■ If you selected VoiceMail for Method in step 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:

■ 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 “Notice Behaviors” in this section.

later

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.

7 Click Apply. 8 Repeat steps 4 through 7 to set up additional attempts if you want.

66 CHAPTER 5: PERSONALIZING YOUR TELEPHONE

The cycle of notice behaviors differs depending on the method that you select for the first attempt. See “Notice Behaviors” section.

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

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

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.

■ 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” chapter.

at the end of this

later in this

Notice Behaviors

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

Off-Site Notification 67

■ 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

message.

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

message. Follow the prompts to log in and

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

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

new voice mail message.* The e-mail notice

contains no information about the voice

message (like time of receipt and number that

called) and no WAV file attachment. 2 through 5 as Pager ■ You receive a pager call for only the first new

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

new voice message.*

*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.

68 CHAPTER 5: PERSONALIZING YOUR TELEPHONE

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.

Managing Off-site

Notification Using the

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

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 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 by logging in to NBX NetSet > User Information > Call Forward Default. See “Forwarding

Incoming Calls” in Chapter 4.

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 NBX NetSet > User

Information > Call Forward Override.

You can ask your administrator to map the Do Not Disturb feature to an available Access button on your 3Com Telephone, 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.

Do Not Disturb 69

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.

■ a 3Com Business Telephone or 3Com Manager’s Telephone does not

broadcast incoming paging messages over the speaker.

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

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

■ If your telephone is part of 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 set Do Not Disturb on a 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to Do Not Disturb. 3 Press Select.

To c an cel Do Not Disturb:

1 Press the Features soft button. 2 Scroll to Do Not Disturb. 3 Press Select.

You can also use the Feature Code 446 to turn Do Not Disturb on and off.

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 NBX

NetSet > User Information > Feature Settings.

70 CHAPTER 5: PERSONALIZING YOUR TELEPHONE

Preventing Unauthorized 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 the Locking feature on a 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to Lock Unlock. 3 Press Select. 4 Enter your voice mail password and press #.

To cancel Locking:

1 Press the Features soft button. 2 Scroll to Lock Unlock. 3 Press Select. 4 Enter your voice mail password and press #.

You can also use the Feature Code 432 to turn Locking on and off.

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 NBX NetSet > NBX Messaging > Off-Site Notification, even if these numbers are not toll-free.

■ You can view your current Telephone Lock setting by logging in to

NBX NetSet > User Information > Feature Settings.

Class of Service Override 71

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

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

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

Information > Call Permissions.

Class of Service Override

The Class of Service Override feature allows you to apply the features of your own 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 enable the one-call-only Class of Service Override from a 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to COS Override. 3 Press Select. 4 Dial your phone extension. 5 Dial your voice mail password and press #. 6 When you hear the dial tone, you can dial the call in the same way that

you do from your own 3Com Telephone.

You can also use the Feature Code 433 to turn Class of Service Override on.

72 CHAPTER 5: PERSONALIZING YOUR 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.

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

NBX system.

■ For how to connect and use a headset with the 3Com Manager’s

Telephone and 3102 Business Telephone, read the next section.

With the 3Com

Manager’s Telephone

and 3Com 3102

Business Telephone

The 3Com Manager’s Telephone and 3Com 3102 Business Telephone have a headset jack located on the underside of the telephone on the left side.

To prepare the headset for all calls on the 3Com Manager’s Telephone and 3102 Business Telephone:

1 Plug the headset connector into the headset jack on the underside of the

telephone. See Figure 10

in Appendix A for the location of the jack.

2 Press the Headset button. By default on the 3Com Manager’s Telephone,

this is the top Access button.

3 Verify that the indicator light beside the Headset button turns on.

To answer a call when you are using the headset:

1 Put the headset on. When a call comes in, press the System Appearance

button beside the flashing light. You are connected to the call.

The handset can be either on hook or off hook.

2 To end a call when you are using the headset, press the Release button

on the telephone.

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

the flashing light.

■ On a 3Com Business Telephone or 3Com Manager’s Telephone, press

the Release button, depress the hook switch, or hang up the handset.

Using Hands Free Active on Intercom 73

Returning to the

Headset After a

Long Delay

Using Hands Free Active on Intercom

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.

You can use your phone as an intercom. You can answer internal (intercom) calls without picking up the handset. When you receive an internal call, your telephone sounds a tone and activates the speaker phone.

An external call (a call from outside your NBX system) rings to your telephone as usual.

To enable Hands Free Active on Intercom on a 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to Handsfree. 3 Press Select.

74 CHAPTER 5: PERSONALIZING YOUR TELEPHONE

To cancel Hands Free Active on Intercom:

1 Press the Features soft button. 2 Scroll to Handsfree. 3 Press Select.

You can also use the Feature Code 100 to turn Hands Free Active on Intercom on and off.

GETTING MORE FROM YOUR

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

■ 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

Security Note: Several of the features described in this chapter include configuring a telephone line to appear on more than one 3Com® Business Telephone or 3Com Manager’s Telephone. For any of these features, if one person is using a telephone line, no one else can listen in on that same line from a different telephone.

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

76 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM

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

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” 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.

in Chapter 5 for a discussion of off-site

You may be forced to enter an account code for outgoing external calls. See NetSet > Personal Settings > User Information > Call

Permissions to see if you are forced to enter an account code. See NetSet > Personal Settings > Account Codes for a list of public

account codes.

Caller ID 77

To enter an account code for an outgoing external call:

1 Dial the phone number.

If an account code is required on a 3Com Entry Telephone or analog telephone, you hear silence as the system waits for the required account code.

If an account code is required on a 3Com Business, Basic, or Manager’s Telephone, the display panel prompts you for the required account code.

2 Press the # key. 3 Dial the account code that has been assigned by your administrator, and

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

■ 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, press #, dial the correct account code, and press # again.

To enter an account code at any time before or during an incoming or outgoing call on a 3Com Manager’s Telephone:

1 Press the Features soft button or, on a connected call, press the Right

soft button for the call.

2 Scroll to Account Code. 3 Press Select. 4 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

External Caller ID or can configure the system so that you can block your identity (telephone number) from anyone you call.

78 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM

Internal and External

Caller ID

Calling Line Identity

Restriction (CLIR)

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

■ 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 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to CLIR-All. 3 Press Select.

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 for all calls from your 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to CLIR-All. 3 Press Select.

Call Pickup 79

You can also use the Feature + 889 to turn CLIR-All on and off.

To view your current CLIR-All setting, log in to NBX NetSet >

User Information > Feature Settings.

CLIR for Next External Call Only

To enable CLIR for only the next call from your 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to CLIR. 3 Press Select. 4 Dial your number that you want to call.

To disable CLIR from your 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to CLIR. 3 Press Select.

You can also use the Feature + 890 to turn CLIR on and off.

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.

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.

80 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM

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

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

click Details to list the members of that group.

Directed Call Pickup

You can answer a call that is ringing on a specific user’s telephone.

on a Specific

Telephone

To pick up a call from your 3Com Manager’s Telephone:

1 Pick up the handset. 1 Press the Features soft button. 2 Scroll to Pickup, Directed. 3 Press Select. 4 Dial the extension of the ringing telephone and press #.

Using One-Touch Pickup: 1 Pick up the handset. 2 Press the Access button that your administrator has assigned to Pickup

Ext. 3 Dial the extension number of the ringing telephone.

Group Call Pickup You can answer a call that is ringing on a group member’s telephone.

To pick up a call from your 3Com Manager’s Telephone:

1 Pick up the handset. 1 Press the Features soft button. 2 Scroll to Pickup, Group. 3 Press Select. 4 Dial the group number of the ringing telephone and press #.

Using One-Touch Pickup: 1 Pick up the handset. 2 Press the Access button that your administrator has assigned to Pickup

Group. 3 Dial the group number.

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 81

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups

Automatic Call

Distribution

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 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 (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 Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to ACD Login Enabled. 3 Press Select. 4 Dial the ACD group number. 5 Dial the ACD group password and press #.

82 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM

To log out of an ACD group using your 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to ACD Login Enabled. 3 Press Select. 4 Dial the ACD group number. 5 Dial the ACD group password and press #.

Your administrator can configure an ACD group to an Access button. To

button. The indicator next to the button lights to show that you are

logged in. Your administrator can configure whether you are allowed to

log out or not.

To log in to an ACD group using the NBX NetSet utility:

1 Log in to NBX NetSet > User Information > ACD Groups. 2 Select the ACD group to log in to. 3 Click Log In, and then click Close.

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 Log in to NBX NetSet > User Information > ACD Groups. 2 Select the ACD group to log out of. 3 Click Log Out, and then click Close.

Viewing ACD User Status

NBX NetSet > User Information > ACD Groups shows each ACD

group that you are a member of. Click each column heading to arrange

the information in ascending or descending order.

■ Ext. — Shows the extension number of the ACD group.

■ ACD Group Name — Shows the name of the ACD group.

■ Queue — Shows the number of calls to this ACD group currently in

the queue.

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 83

■ 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 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.

You can also perform the following actions:

■ Select All — Select for an action all ACD groups of which you are a

member.

■ Log In — Log in to the selected ACD group (or groups).

■ Log Out — Log out from the selected ACD group (or groups).

■ Detail — Opens the ACD Groups - Status Details screen, which

provides information about a selected group.

Viewing ACD Group Status Details

Click Detail in NBX NetSet > User Information > ACD Groups to show more detailed information about the agents of this ACD group. Click each column heading to arrange the information in ascending or descending order.

■ Ext. — 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

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

84 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM

forwarded to a group mailbox or to the receptionist. Figure 3 shows the

path of a call coming into a hunt group.

Figure 3 Sample Hunt Group Configuration

1 Incoming Telephone Call

2 Telephone #1

3 Telephone #2

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 Manager’s

Telephone:

1 Press the Features soft button. 2 Scroll to Hunt Group Login Enabled. 3 Press Select. 4 Dial the group number. 5 Dial the group password and press #.

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 85

To log out of a dynamic hunt group using your 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to Hunt Group Login Enabled. 3 Press Select. 4 Dial the group number. 5 Dial the group password and press #.

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.

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

1 Log in to NBX NetSet > Hunt Groups. 2 Select the hunt group to which you want to log in. 3 Click Log In, and then click Close.

If you log in to a dynamic hunt group and do not answer a call when it rings on your telephone, the system may log you out of the group depending on how the administrator has configured the group.

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

1 Log in to NBX NetSet > Hunt Groups. 2 Select the hunt group from which you want to log out. 3 Click Log Out, and then click Close.

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

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

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

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

86 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM

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

incoming call to ring simultaneously on all telephones in a group, for

example, a customer service group. To log in to or out of a calling group,

follow the steps in “Hunt Groups”

Figure 4 shows the path of a call coming in to a calling group.

Figure 4 Sample Calling Group Configuration

1 Incoming Telephone Call

2 Telephone #1

3 Telephone #2

4 Telephone #3

5 After a specified number of rings with no answer

6 Receptionist

earlier in this chapter.

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

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

Supervisory Monitoring

Supervisory monitoring is typically used in call centers to allow supervisors

to join a conversation between an agent and a customer to ensure proper

customer support. The supervisor’s presence may or may not be

announced to the agent or customer by a tone. Supervisory monitoring

can be used only with incoming calls to Automatic Call Distribution

Groups and Hunt Groups. Other calls to and from the agent’s telephone

are unavailable to the supervisor. The supervisor must provide a password

to access the agent’s extension during these calls.

Supervisory Monitoring 87

Your organization may be legally required to add an announcement to tell callers that their call may be monitored.

Agents — must be logged in as members of an ACD or Hunt Group. Anyone, however, who picks up a call that comes through an ACD or Hunt Group may be monitored like an agent. This includes people who take a transferred call or answer one with call pickup.

Supervisors — are people using the supervisory monitoring password to monitor the ACD or Hunt Group. A call could be forwarded through more than one group; the supervisor must provide the password of the most recent group. The supervisor must use a 3Com Telephone with a display panel and appropriate soft buttons, not a 3Com Entry Telephone, 3Com Cordless Telephone, 3Com 2101 Basic Telephone, or an analog telephone.

Customers — are people who make an incoming call to an ACD or Hunt Group number. It can be an internal or external caller.

Monitor — allows the supervisor to listen to a call.

Whisper — allows the monitoring supervisor to speak to the agent

without the customer hearing.

Barge-In — allows the supervisor to speak to both the agent and the customer.

Monitor Monitor (also called Silent Monitor) allows an authorized supervisor to

listen to calls that come in to an agent through an ACD or Hunt Group. The administrator configures the NBX system to specify whether a tone audible to the agent plays when the supervisor joins to monitor the call.

To monitor an agent’s ACD or Hunt Group call using a 3Com Manager’s Telephone:

1 Press the Features soft button. 2 Scroll to Supervisory Monitoring. 3 Press Select. 4 Dial the group number and press #. 5 Dial the group supervisory password and press #. 6 Dial the agent’s extension number and press #.

88 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM

You can also press the Access Button if one is configured for Monitor

and follow the prompts.

■ You join the call, either silently or with a tone announcing the call to

the agent depending on system configuration.

■ Your display panel now shows options to Whisper, Change Agent,

or Barge-In.

■ Only the supervisor’s display panel indicates that supervisory

monitoring is in use.

Whisper Whisper (also called Coaching) allows a supervisor to speak to the agent

during a monitored call without the customer hearing this advice. The

administrator configures the NBX system to specify if a tone audible to

the agent is played when the supervisor enables Whisper.

To use Whisper or Barge-In, a supervisor must first be monitoring the call.

To whisper to an agent:

1 Monitor the ACD or Hunt Group call. 2 Press the soft button to select Whisper from the display panel.

■ Whisper is enabled for you, either silently or with a tone announcing

the change, depending on system configuration.

■ Your display panel now provides options to Monitor, Change Agent,

or Barge-In.

Barge-In Barge-In allows a supervisor to speak to both the agent and customer

during a monitored call. The administrator configures the NBX system to

specify whether a tone audible to the agent and customer is played when

the supervisor enables Barge-In.

To use Whisper or Barge-In, a supervisor must first be monitoring the call.

Supervisory Monitoring 89

To barge in to a call:

1 Monitor the ACD or Hunt Group call. 2 Press the soft button to select Barge-In from the display panel.

■ Barge-In is enabled for you, either silently or with a tone announcing

the change, depending on system configuration.

■ Your display panel now provides options to Monitor, Change Agent,

or Whisper.

Change Agent While supervisory monitoring is enabled on a call, a supervisor can

change the agent being monitored.

To monitor a different agent in the same ACD or Hunt Group:

1 Monitor the ACD or Hunt Group call. 2 Press the soft button to select Change Agent.

The display panel prompts you for the extension number of the agent.

3 Enter the extension number of the agent and select OK or press #.

■ You begin to monitor the call, either silently or with a tone

announcing the call to the agent depending on system configuration.

■ Your display panel now provides options to Whisper, Change Agent,

or Barge-In.

Interactions ■ A supervisor can monitor a call, put it on hold, and monitor a second

call. A supervisor can invoke supervisory monitoring on only two calls (one active and one on hold) at a time.

■ If a customer or agent conferences in an additional caller, or transfers,

parks, or sends a call to voice mail, a supervisor monitoring the call is dropped from the call.

■ If a customer or agent puts a call on hold before a supervisor attempts

to monitor it, the supervisor will not be able to monitor the call. If a customer or agent puts a call on hold after a supervisor is monitoring it, the supervisor will not be dropped from the call.

90 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM

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

for another person to pick up from any telephone on the system. Use the

internal paging feature, the external paging feature, or both, to

announce the call. The recipient can retrieve the call from any 3Com

Telephone or analog telephone by dialing the Call Park extension that you

give during your announcement.

This feature is useful in any of these circumstances:

■ The recipient is elsewhere in the building.

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

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

When you park a call, you assign it a Call Park extension, which anyone

can use to retrieve it. Tab le 7

numbers. Ask your administrator to verify the Call Park extensions for

your location.

Tab le 7 Default Call Park Extension Numbers

lists the default Call Park extension

System Default Extension Numbers

4-digit dial plan 6000 – 6099 3-digit dial plan 601 – 609

If the call is not answered within 5 minutes (default) after it is parked, it

rings again at the original telephone. Your administrator can modify the

length of this waiting period.

To park a call using a 3Com Manager’s Telephone: 1 While you are on a call, press the Right soft button for the call for the

Actions menu.

2 Scroll to Call Park. 3 Press Select. 4 Dial the park extension and press #.

Paging 91

You can also park call by using Feature Code 444 or pressing an Access button assigned to Call Park.

To notify another user about the parked call:

■ From 3Com Manager’s Telephones, place a new telephone call to

the user’s extension, or use the paging feature. See “Paging”

for details.

To retrieve a parked call:

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

Paging Paging is the general term used to describe the act of broadcasting a

voice message through audio speakers.

You can:

■ Page all extensions with speakers on the system

This method uses default codes in Ta bl e 8

■ Page a subset of all extensions on the system, called a zone.

This method uses extensions that the administrator configures for this purpose.

Each method allows you to broadcast a message to different destinations, depending on your location and equipment.

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

92 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM

Paging the System When you page the system, you broadcast a message to all internal

extensions with speakers, to a Public Address (PA) system, or to both

simultaneously. Paging codes, as described in Ta bl e 8

, have default values

for each destination.

Tab le 8 Paging Codes

Feature External Paging

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

Internal Paging

Broadcast an announcement through the speakers on all NBX Telephones with speakers on your system except those that have been set to Do Not Disturb.

Simultaneous Paging

Broadcast an announcement externally and internally at the same time.

3-digit dial plan (default codes)

620 6200

621 6201

622 6202

4-digit dial plan (default codes)

To page, perform the following steps using your 3Com Telephone:

1 Pick up the handset. 2 Dial the appropriate paging code on your system. 3 Speak the broadcast message into your handset and hang up.

Paging Zones A page zone is a subset of internal extensions to which you can direct a

broadcast using a configured extension. You can page a zone, a P.A.

system, or both the zone and the P.A. system simultaneously. Zone

extensions are configured by the administrator.

To discover the page zone extensions on your system:

1 Log in to NBX NetSet > Personal Information > User Information >

Page Zones.

The NetSet utility lists the existing page zones and their extension

numbers. 2 Click Details to list the members of each zone.

Configurable Operators 93

You can view zone memberships only if the administrator authorizes you to do so.

To page a zone, a P.A. system, or both, perform the following steps using your 3Com Telephone:

1 Pick up the handset. 2 Dial the appropriate extension to page the zone. 3 Speak the broadcast message into your handset. 4 Hang up.

3Com Cordless Telephones, 3Com Entry Telephones, and analog telephones can initiate but cannot receive a zone page.

Configurable Operators

How Configurable

Operators Work

The Configurable Operators feature gives a caller who is directed to voice mail the option of going to another destination.

You can configure your own operators for those who call your extension (if the administrator allows it), and you can also use this feature as a caller to another device.

Following is a brief description of how the system directs a caller from your voice mail to operators that you designate:

1 If you do not answer a call, the system invokes your voice mail. 2 The caller listens to your prerecorded voice mail message, which includes

the instruction to press an access digit (0 or 9) in order to reach the appropriate operator.

When you employ a configurable operator, you must re-record your personal voice mail greeting to tell callers that an operator is available to them if they press the appropriate access digit during the voice mail greeting.

3 The caller presses 0 or 9. 4 The call is redirected to the operator that you designated.

The caller can leave a message, and then press 0 or 9 to transfer to a configured operator.

94 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM

Configuring the

Operators

You can view the operators’ settings, and modify those settings if your

administrator allows it.

The operator’s call-handling rules (such as call coverage) may apply to the

voice mail caller. Also, you must have external-to-external permissions in

order for transfers to external phone numbers to complete successfully.

If you or the administrator do not configure operator destinations, the

system directs an operator-bound caller to extension 501.

Viewing Your Operator Permissions

To find out if you have permission to configure operators: 1 Log on to NetSet > User Information > Call Permissions.

Your current permissions to configure the System Operator and the

Personal Operator appear in the User Information window.

Configuring the Operator Destinations

To configure your own destinations for System and Personal Operator: 1 Log on to NetSet > NBX Messaging > Personal Operators.

The current System Operator and Personal Operator extensions and

access digits appear. If the administrator has given you the appropriate

configuration permissions, the extensions appear in editable text boxes. 2 Edit the destinations to include the appropriate extensions.

The operator destination text string cannot exceed 16 characters. 3 Click Apply to make the changes and keep this screen open, or click OK

to make the changes and close the screen.

If you clear an operator destination (using the Clear check box), calls

directed to that operator are directed instead to the default system

operator (extension 501).

Using Message Waiting Indicator to Telephone 95

Using Message Waiting Indicator to Telephone

Sending an MWI

Message

The Message Waiting Indicator (MWI) to Telephone allows a user to light a status button next to a programmable access button and leave a call back number on another telephone. This feature is distinct from voice mail in that the telephone does not ring and there is no voice mail message. The light appears next to the Access button, not the message waiting light used for voice mail. Example: A principal can use this feature to notify a teacher, without interrupting the class, to call the office as soon as possible.

You can send an MWI message to any telephone on your NBX system that has an MWI Retrieve button enabled. Sending an MWI message turns on the light on the target telephone if it is not already lit, and leaves your telephone number as a callback number.

You cannot send an MWI message to:

■ Telephones that do not have an MWI Retrieve button enabled or that

have reached their MWI message limit (30)

■ Remote NBX systems over external line

■ Calling Groups, Hunt Groups, or ACD Groups

To send an MWI message using a 3Com Manager’s Telephone:

1 Press the Features soft button.

Retrieving an MWI

Message

2 Scroll to MWI to Phone Send. 3 Press Select. 4 Dial the extension you want to call and press #.

You can also press the Access Button if one is configured for MWI to Ph Send or use Feature + 412.

To receive and retrieve an MWI message, you must have a 3Com Telephone with a display panel and a programmable access button with status light configured (by your administrator) for MWI Retrieve. Your administrator can also configure additional buttons for MWI To Ph Send and MWI Cancel.

An analog telephone cannot receive an MWI message.

96 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM

When the light is lit on your telephone, you can press the MWI Retrieve

button, scroll through your display panel to see the caller ID, and return

the call. When you press the MWI Retrieve button, you turn off the MWI

light. You may still have one or more calls in a list to return.

To retrieve an MWI number: 1 Pick up the handset and press the MWI Retrieve access button. The

display panel shows the total number of MWI messages and the number

of new MWI messages on your list. 2 Scroll down the display panel to see the extension for the most recent

MWI sender. The most recent call is at the top of the list. 3 Press the Call soft button to call the sender.

You can also retrieve an MWI message with Feature + 414.

Deleting MWI

Messages

Press the MWI Retrieve button to turn off the MWI light until you receive

another MWI message. It does not delete the MWI message. Messages

remain in your list until you explicitly delete them or until the NBX system

is rebooted. Your telephone can store a maximum of 30 MWI messages.

When it is full, it will reject new messages, so be sure to delete unneeded

messages.

To delete all MWI messages: 1 Press the MWI Retrieve access button. The display panel shows how many

MWI messages are on your list.

2 Press the Delete soft button. 3 The display panel asks you to confirm the delete of the whole MWI list.

Press the Yes soft button.

To delete a single MWI message: 1 Press the MWI Retrieve access button. The display panel shows how many

MWI messages are on your list. 2 Scroll down the display panel to see the MWI message you want to

delete.

3 Press the Delete soft button. 4 The display panel asks you to confirm the delete of the entry. Press the

Yes soft button.

Dialing a Call to a Remote Office 97

Cancelling an MWI

Message

Dialing a Call to a Remote Office

After you have sent an MWI message, you can cancel it and remove it from the list on the target telephone. If it is the only unattended MWI message on the target telephone, cancelling it turns off the MWI light. You can cancel an MWI message only from the same extension from which you sent the MWI message.

To cancel an MWI message using a 3Com Manager’s Telephone: 1 Press the Features soft button. 2 Scroll to MWI to Phone Cancel. 3 Press the Select button. 4 Dial the extension to which you sent the MWI message that you want to

cancel and press #.

You can also press the Access Button if one is configured for MWI Cancel

or use Feature + 413.

You can dial calls between sites in your organization that are separated

geographically but that are linked by a Wide Area Network (WAN)

connection. Each site must have an NBX system. Typical configurations

are described in the next sections.

Using Unique

Extensions

In the sample network shown in Figure 5

organization has a unique telephone extension. Whenever you make a

call to an extension that is not located at your own site, your NBX system

sets up a connection to the NBX system at the other extension’s site.

In this example, to call a user in Dallas, a user in Chicago dials a Dallas

extension (3000 through 3999). The dial plan on the Chicago NBX system

sets up the necessary connection to the Dallas NBX system and then to

the extension at that site.

, everyone in the entire

98 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM

Figure 5 Using Unique Extensions to Dial Remote Offices

1 NBX System in Chicago

Extensions: 1000–1999 2 Wide Area Network (WAN) 3 NBX System in Atlanta

Extensions: 2000–2999 4 NBX System in Dallas

Extensions: 3000–3999

Using Site Codes If some users have overlapping telephone extensions, your administrator

can configure your telephone system to use site codes for you to dial people at remote offices. Your administrator chooses the site codes for your system. In this example, you dial a site code first, followed by the extension at the site.

For example, as shown in Figure 6

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

Figure 6 Using Site Codes to Dial Remote Offices

Bridged Extensions 99

1 NBX System in Chicago

Extensions: 1000–3999

Site Code: 61 2 Wide Area Network (WAN) 3 NBX System in Atlanta

Extensions: 1000–3999

Site Code: 62 4 NBX System in Dallas

Extensions: 1000–3999

Site Code: 63

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

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

The administrator can create bridged extensions on:

■ Any 3Com Manager’s Telephone

■ Any 3Com Business Telephone

■ A 3Com 2101 Basic Telephone if a 3Com Attendant Console is

associated with it. The administrator creates the bridged extension on the Attendant Console.

100 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM

Example:

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

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

Delayed Ringing (3Com Business Telephone, 3Com Manager’s Telephone, and

Attendant Console only) The Delayed Ringing feature prevents a call

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

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

Example:

The administrator programs (maps) a telephone extension to appear on both a manager’s telephone and the assistant’s telephone; that is, it is a bridged extension. The administrator has also enabled the Delayed Ringing feature on the manager’s telephone and has specified 4 rings (a typical setting).

When a call comes in to the manager on that extension, the assistant’s telephone rings 4 times before the call audibly rings on the manager’s telephone. Even during the first silent rings, the line’s status light on the manager’s telephone flashes, allowing the manager to answer the call if required.

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

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

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

3COM NBX 900-0208 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

ABOUT THIS GUIDE

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

Documentation 11

GETTING STARTED

Setting Up Your Password and Voice Mail for the First Time

NBX NetSet Utility The NBX NetSet utility has two interfaces:

Quick Reference Guides

Telephone Buttons and Controls

Programmable Access Buttons

Status Lights for Access Buttons

Display Panel Use the 3Com Manager’s Telephone display panel to dial numbers and

Features 25

NBX MESSAGING

NBX Messaging Components

Changing Your Password

Security Tips ■ Change your password often.

Changing Your Name Announcement and Personal Greetings

Listening to NBX Messages

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

Replying to a Message

Forwarding a Message

Creating and Sending a Message

Using Voice Mail Group Lists

Marking a Message as Private or Urgent

Other Ways to Manage Your Voice Mail Messages

Other Kinds of Mailboxes

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

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

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

STANDARD FEATURES

■ Answering a Call

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

Using the 3Com Telephone Display Panel

Dialing a Call 45

An Internal Call To dial an internal call:

An External Call To dial an external call:

Redialing a Call On a 3Com Manager’s Telephone:

Forwarding Incoming Calls

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

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

Transferring a Call 53

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

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

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

Establishing a Conference Call

Setting the Volume 57

PERSONALIZING YOUR TELEPHONE

Guidelines About Features on NBX Telephones

Ringer Tones To help you to distinguish the ring tone of your 3Com® Telephone from

Speed Dials This section describes the types of speed dials:

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

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

Off-Site Notification

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

Preventing Unauthorized Use of Your Telephone

Telephone Locking To enable the Locking feature on a 3Com Manager’s Telephone:

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

Class of Service Override

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

Using Hands Free Active on Intercom

Listening to Your Messages in Your E-mail

Account (Billing) Codes

Caller ID 77

Call Pickup 79

Group Call Pickup You can answer a call that is ringing on a group member’s telephone.

Automatic Call Distribution Groups, Hunt Groups, and Calling Groups

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

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

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

Supervisory Monitoring

Monitor — allows the supervisor to listen to a call.

or Barge-In.

Whisper Whisper (also called Coaching) allows a supervisor to speak to the agent

Change Agent While supervisory monitoring is enabled on a call, a supervisor can

Interactions ■ A supervisor can monitor a call, put it on hold, and monitor a second

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