3Com V7000 User Manual

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VCX™ Basic Telephone Guide

VCX™ V7000 IP Telephony Solution System Release 7.1

Part Number 900-0396-01 Rev AC Published November 2006

http://www.3com.com/

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

Copyright © 2006 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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If there is any software on removable media described in this documentation, it is furnished under a license agreement included with the product as a separate document, in the hardcopy documentation, or on the removable media in a directory file named LICENSE.TXT or!LICENSE.TXT. If you are unable to locate a copy, please contact 3Com and a copy will be provided to you.

UNITED STATES GOVERNMENT 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

1995) or FAR 52.227-14 (June 1987), whichever is applicable. You agree not to remove or deface any portion of any legend provided on any licensed program or documentation contained in, or delivered to you in conjunction with guide.

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

3Com and the 3Com logo are registered trademarks of 3Com Corporation. VCX is a trademark of 3Com Corporation.

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

CONTENTS

ABOUT THIS GUIDE

Conventions 8

Figures 8 Related Documentation 9 Comments 10

1 GETTING STARTED

VCX Telephone Overview 12 Initial Voice Mailbox Setup 13 Configuration Options 14 Additional Information Sources 14

2 VCX BASIC TELEPHONES — MODELS 3101 AND 3101SP

Buttons and Controls 16 Access Buttons 19 Status Lights for System Appearance Buttons 20

3 3105 ATTENDANT CONSOLE

3105 Attendant Console 22

Access Buttons 22

Feature Buttons 22

Printing Labels 24

Attendant Console Status Lights 25

4 BASIC TELEPHONE OPERATION

Logging In to Your Telephone 28

Changing Your Password 29 Answering a Call 30 Making Calls 30

Making Internal Calls 30

Redialing a Call 31 Making External Calls 31 Making a Call to a Remote Office 31

Using Unique Extensions 31

Class of Service Override 32 Terminating Calls 33 Using the Telephone Display Panel 33 Controlling the Volume 35 Putting a Call on Hold 36

Music on Hold 36

Dialing a New Call While on a Call 36

Answering a New Call While on a Call 36 Transferring a Call 36

Unattended Transfer 37

Attended Transfer 37

Serial Transfer 37

Mapped Button Method 38

Serial Transfer Feature Code Method 38 Muting Calls 38 Mute Ringer 39 Activating Do Not Disturb 39 Activating Malicious Call Trace 40

5 FEATURE CODES

Feature Code Overview 42 Using Feature Codes 42 Feature Codes 43

6 STANDARD FEATURES

Viewing the Call History 50 Viewing the User Directory 51 Controlling Caller ID 52 Setting up a Conference Call 53

Setting up an Unannounced Conference 53 Setting up an Announced Conference 53 Adding a Recipient to an Existing Conference 54

Creating a Cascaded Conference 54

Dropping Conference Recipients 54 Camping on a Busy Extension 55 Transferring Your Phone Settings to Another Phone 56 Forwarding Calls to Voice Mail 56 Transferring a Call to Another User’s Voice Mail 57 Call Waiting 58 Speed Dialing 58

Configuring Personal Speed Dial Numbers 59

Editing Personal Speed Dial Numbers 60

Dialing Personal Speed Dial Numbers 61

Dialing System Speed Dial Numbers 62 Call Forwarding 63

Call Forward Ring No Answer 63

Call Forward Busy Line 64

Call Forward Universal 64 Call Park 64 Paging 65

Paging a Group 66 Call Pickup 66

Directed Call Pickup 67

Group Call Pickup 67

Call Pickup Interaction With Other Features 67 Silent Monitor and Barge In 68

Monitoring a Call 69

Barging In 70

Blocking Call Monitoring 70 Remote Call Forward 71 Hunt Groups 72

Hunt Group Types 74

Logging In to a Hunt Group 76

Hunt Group Interaction With Other Features 77

Viewing Hunt Group Membership and Status 78 Emergency Phone Number Dialing Service 79

7 USING THE VCX USER INTERFACE

Accessing the VCX User Interface 82

VCX User Interface Overview 82 Enabling Call Forwarding 86 Configuring a Call Coverage Point 87 Logging Out 88

A TELEPHONE INSTALLATION AND MAINTENANCE

Connecting the Telephone 90 Attaching and Adjusting the Articulating Support Bracket 91 Attaching and Adjusting the Fixed Support Bracket 93

Low-Profile and High-Profile Positions 93 Wall-Mount Position 94

Security Wall-Mount Bracket 95 Opening the 3105 Attendant Console Label Cover 96 Moving Your Telephone 96 Swapping Telephones 96 Cleaning Your Telephone 97 Troubleshooting Problems 97

INDEX

ABOUT THIS GUIDE

This guide describes how to set up and use 3Com® VCX™ telephones and consoles.

This guide is for users of the following VCX hardware and software:

■ VCX 3101 Basic Telephone

■ VCX3105 Attendant Console

If release notes are shipped with your product and the information there differs from the information in this guide, follow the instructions in the release notes.

CAUTION: The 3Com telephone system operates over the Ethernet local area network (LAN), not through a traditional telephone connection. Your telephone is connected to the 3Com system through an RJ45 Ethernet connector instead of through an RJ11 telephone connection. Your telephone will not work unless it is connected correctly.

For information about installing your telephone, see the packing sheet that came in the box with your telephone. The model number is on the underside of the telephone. Contact your administrator if you have questions about your telephone connection.

For information about the voice mail system and features, see the IP

Messaging Module User Guide - 3Com Native Interface or the IP Messaging Module User Guide - Traditional Interface, depending on the

Telephone User Interface (TUI) enabled for your phone.

8 ABOUT THIS GUIDE

Conventions Table 1 and Table 2 list conventions that are used throughout this guide.

Tab le 1 Icons

Icon Type Description

Information note Information about important features or

instructions.

Caution Alerts you to potential loss of data or

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

Warning Alerts you to potential personal injury.

Tab le 2 Text Conventions

Convention Description

Screen displays This typeface represents information as it appears on the

screen

Commands The word “command” means that you must enter the

command exactly as shown and then press Return or Enter. Commands appear in bold. Example:

To remove the IP address, enter the following command:

SETDefault!0 -IP NETaddr = 0.0.0.0

Words in italics Italics are used to:

■ Emphasize a point.

■ Denote a new term at the place where it is defined in the

text.

Figures This guide provides figures and screen captures that contain sample data.

This data may vary from the data on an installed system.

Comments Send e-mail comments about this guide or about any Voice product

documentation to:

Voice_Techcomm_comments@3com.com

Include the following information with your comments:

■ Document title

■ Document part number (found on the front page)

■ Page number

■ Your name and organization (optional)

Example:

VCX Basic Telephone Guide System Release 7.1

Part Number 900-0396-01 Rev AB Page 25

Please address all questions regarding the 3Com software to your authorized 3Com coordinator.

GETTING STARTED

This chapter provides a general description of your VCX telephone and describes the steps you must complete to use your phone.

This chapter includes the following topics:

■ VCX Telephone Overview

■ Initial Voice Mailbox Setup

■ Configuration Options

■ Additional Information Sources

12 CHAPTER 1: GETTING STARTED

VCX Telephone Overview

Your VCX telephone must be configured to work in an IP network. This means your phone must be assigned an IP address so it can communicate with other VCX phones and devices. Typically, your administrator assigns IP values, including an IP address, as part of the installation process.

During the installation process, your administrator creates an account for you. This account includes a telephone number and a voice mailbox. Your administrator also assigns a password that associates your telephone number and a voice mailbox with your account.

This chapter assumes that your administrator has either logged you in to your telephone or has given you login instructions.

■ If you are logged in, the Display Panel on your phone shows the

current date and time, and your extension.

■ If you are not logged in, see Logging In to Your Telephone.

This guide describes the features available with your telephone, such as telephone button functions, making and forwarding calls, and speed dialing. In addition, your account includes a voice mailbox. Voicemail features are provided by 3Com IP Messaging software. These features, such as listening to or sending messages, are described in the IP Messaging guide associated with your messaging system. See Additional

Information Sources.

The settings on your 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 network.

One of the benefits of a telephone configured with an IP address is portability. Depending on how your administrator has configured the VCX system, you may be allowed to configure another VCX phone in the system to duplicate your primary phone simply by logging in to the other phone using your password (see Transferring Your Phone Settings to

Another Phone).

Your VCX telephone can provide many features. Some of these features are optional. Your administrator determines which features are available for your telephone.

Initial Voice Mailbox Setup 13

Initial Voice Mailbox Setup

When a caller dials your telephone number and you are unable to answer the call, the caller hears a recording and is prompted to leave a message. Before you can listen to messages in your voice mailbox, you must record your name, a personal greeting, and change the default password you use to access your mailbox.

Your administrator will provide you with the default password for initial mailbox access. Typically, the default password is the last 4 digits of your phone number. The first time you access your voice mailbox, the system prompts you to change your password, record your name, and record a personal greeting.

Note that the password you use to access your voice mailbox is not the same password you use to log in to your telephone. When you change the default voicemail password in the following procedure, you do not change the telephone login password.

To initialize your mailbox:

1 Lift the handset. 2 Press the message button on your phone (see the chapter in this guide

that describes the buttons and controls for your particular phone model).

3 At the password prompt, use the keypad to enter your default password.

The voice prompt system describes the initialization process and introduces the Setup Assistant function.

4 Follow the voice prompts to:

a Enter a new password (ask your administrator for password length

requirements; use digits only, * and # are invalid characters).

b Record a name announcement. c Record a personal greeting.

5 Hang up.

14 CHAPTER 1: GETTING STARTED

Configuration Options

Simple VCX telephone operations (for example, making a call, transferring a call, and putting a call on hold) require no configuration. These operations are described in Chapter 4

Many VCX features, however, do require configuration (for example, call forwarding and speed dialing). In general, you can configure these features using one of the following methods:

■ The Telephone User Interface (TUI) is a phone-based interface that

allows you to manage your user account and VCX telephone by entering commands using the telephone keypad. The command used to enable or disable a feature is executed by entering a feature code. Configuration options and prompts are displayed on the telephone Display Panel. See Chapter 6 Many options configured through the TUI require entering a feature code.

■ Basic telephone operation, such as making calls and putting a call

on hold, is described in Chapter 4

■ Features that must be configured, such as speed dialing and call

forwarding, are described in Chapter 6

■ Feature codes are described in Chapter 5.

■ The VCX User Interface is a web browser-based application that allows

you to manage your user account and VCX telephone. Most of the options available through this interface are also available through the TUI. See Chapter 6 Interface.

for more information on using the VCX 7000 User

for more information on using the TUI.

Additional Information Sources

You may also want to refer to the following documents in the VCX documentation set for additional information:

■ VCX Business Telephone Quick Reference Guide — Provides a

single-sheet reference that describes commonly used Model 2102 and Model 3102 telephone features.

■ IP Messaging Module User Guide - 3Com Native Interface or the IP

Messaging Module User Guide - Traditional Interface — Provides information about the voicemail system and features available on your phone. The Guide you should reference depends on the Telephone User Interface (TUI) enabled on your phone. Ask your administrator for details.

VCX BASIC TELEPHONES —

ODELS 3101 AND 3101SP

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

The chapter includes the following topics:

■ Buttons and Controls

■ Access Buttons

■ Status Lights for System Appearance Buttons

For information about the 3105 Attendant Console, see Chapter 3.

To verify the model number of your telephone, refer to the label under the phone.

16 CHAPTER 2: VCX BASIC TELEPHONES — MODELS 3101 AND 3101SP

Buttons and Controls

Figure 1 shows the buttons and controls on the VCX Model 3101SP Basic

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

Figure 1 VCX Model 3101SP Basic Telephone

123

15 14

8910

1 Soft buttons — Use the soft buttons to navigate through Display Panel

options. A button’s function depends on the option selected. The buttons are, left to right:

■ Slct (Select) — Use this button to select a displayed item. For example,

you can use this button to automatically dial a previously placed or received call or a missed call.

■ Back — Use this button to move the cursor backwards one space and

delete the current space). You can also use this button to sort displayed items.

■ Exit — Use this button to exit the currently displayed option.

Buttons and Controls 17

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

at least one unreviewed message (voice, e-mail, or fax) in your mailbox. Also, this indicator flashes when your telephone rings.

3Display Panel — Displays telephone status messages, Caller ID

information (if enabled), and the number of new messages (voice, e-mail, and fax) that you have in your mailbox (see Using the Telephone Display

Panel for more information on how message status determines the

message list). You can also use the Display Panel to view or enable features available

through the Main Menu and with feature codes (see Chapter 5 information on using feature codes).

You can access the Main Menu by pressing the Program button. The following features are available from the Main Menu:

■ User Directory — Displays a directory of the people in your

organization. See Viewing the User Directory

■ Call History — Displays logs of your recent missed, answered, and

dialed calls. See Viewing the Call History

■ Personal Speed Dial — Personal speed dial numbers can be

configured at the telephone or through the VCX User Interface, which is accessed through the web (see Chapter 7 and 3101SP Basic Telephones have no buttons that can be mapped for speed dialing.

). The VCX Model 3101

for

■ System Speed Dial — System speed dial numbers can be configured

at the telephone or through the VCX User Interface, which is accessed through the web (see Chapter 7 Basic Telephones have no buttons that can be mapped for speed dialing.

■ Advanced Settings — Configures network parameters.

CAUTION: This option is for administrator use only. Unauthorized modification of these parameters will disconnect your phone.

4 Scroll buttons (Up, Down, Left, Right, Center) — Perform the

following functions:

■ The Up and Down buttons allow you to scroll through the items in

the telephone Display Panel.

■ The Center button displays the Main menu in the Display Panel.

■ The Left and Right buttons are reserved for future use.

). The VCX Model 3101 and 3101SP

18 CHAPTER 2: VCX BASIC TELEPHONES — MODELS 3101 AND 3101SP

5 Message button — Press this button to access your messages through

the voice mail system; see the IP Messaging Module User Guide.

6 Hold button — Places a caller on hold. See Putting a Call on Hold 7 Label area for Access buttons — The telephone label maker utility,

available through the 3Com web site, enables you to define and print a new label for your Access buttons. See Printing Labels

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

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

9 Access buttons— Buttons that are assigned specific features (for

example, Transfer) or that control a line for incoming and outgoing calls. See Access Buttons

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

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

The VCX Model 3101SP Basic Telephone includes a microphone and supports speaker phone operation. The VCX Model 3101 Basic Telephone does not support speaker phone operation and it does not have a button.

11 Telephone key pad — Use these buttons to dial telephone numbers and

to access additional features.

12 Volume down — Lowers the volume of the ringer, the speaker, or the

handset. See Controlling the Volume

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

are saying during a telephone call, although you can still hear them. Press the button to turn off the telephone’s mouthpiece when you are using the handset or the microphone (3101SP only) when your telephone is in speaker phone mode. To turn off the Mute feature, press the button again. The indicator lamp is lit when the Mute feature is enabled. See Muting Calls

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

handset.See Controlling the Volume

Access Buttons 19

15 Speaker — 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.

16 Handset

Access Buttons Figure 2 displays the Access buttons on the VCX Model 3101 and 3101SP

Basic Telephones. The functions assigned to these buttons cannot be changed.

Figure 2 Access Buttons

6#830

 

6#8

 

Access buttons have the following settings:

1 The first button controls a line for incoming and outgoing calls (System

Appearance button; SA1).

2 The second button controls a line for incoming and outgoing calls

(System Appearance button; SA2).

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

assigned to an Access button on your telephone. For example, you can use the Feature button to enable and disable Do Not Disturb. For more information on feature codes, see Chapter 5

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

See Transferring a Call

20 CHAPTER 2: VCX BASIC TELEPHONES — MODELS 3101 AND 3101SP

The telephone LabelMaker, available through the 3Com web site, enables you to define and print a new label for your Access buttons. See Printing

Labels.

Status Lights for System Appearance Buttons

An Access button that is set up for incoming and outgoing calls is called a System Appearance button. The light beside each System Appearance button indicates the status. See Ta bl e 3

Tab le 3 Status Indicator Lights for System Appearance Buttons

If the light is The line is

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

3105 ATTENDANT CONSOLE

The 3105 Attendant Console enables a receptionist to handle high call volumes efficiently. Although receptionists are the primary users of the Attendant Console, it can also be used by busy sales representatives and others who receive a high volume of telephone calls or who make frequent calls to the same telephone numbers.

This chapter includes the following topics:

■ 3105 Attendant Console — A device that works along with VCX

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

22 CHAPTER 3: 3105 ATTENDANT CONSOLE

3105 Attendant Console

Access Buttons The 50 Access buttons on an 3105 Attendant Console can each have two

The 3105 Attendant Console has 50 Access buttons and 4 preprogrammed Feature buttons. In effect, the Attendant Console is an extension of the VCX Business Telephone or VCX Basic Telephone with which it is associated.

Figure 3

Console.

sets of assignments: 1 through 50, and 51 through 100. To toggle between the two sets of assignments, press the Shift button.

Your administrator can assign features to each Access button. Possible features include:

■ Status of internal telephone extensions (busy, available)

In the current release, when you assign a phone extension to an Attendant Console button, the button assignment does not become effective until either the Attendant Console is rebooted or the phone registration interval elapses. The default registration interval is one hour (3600 seconds).

■ Status of external telephone lines

■ Speed dials for user extensions:

illustrates the buttons and controls on the VCX 3105 Attendant

Feature Buttons The four Feature buttons are programmed for four of the five most

common features needed by a receptionist: Call Transfer, Call Hold, Conference, Call Park, or Attendant Serial Call. The Shift button does not affect the operation of the Feature buttons. Your administrator configures the feature assigned to a particular Feature button using the VCX User Interface, Central Management Console. The feature-to-button mappings described in the list following Figure 3 may not correspond to your configuration.

Your administrator also maps telephone extensions to Access buttons using the VCX Administrator web interface.

Figure 3

Attendant Console.

and the text that follows it describe the features on the 3105

are the defaults and

Figure 3 3105 Attendant Console

3105 Attendant Console 23

1 2 3

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

Transferring a Call

2 Hold button — Places a caller on hold. See Putting a Call on Hold 3 Conference button — Allows you to set up a 6-party conference call.

See Setting up a Conference Call

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

retrieved from any other telephone on the system. See Call Park Attendant Serial Call button — Enables you to send a call to another

telephone like Transfer, but the call rings back to you when the destination hangs up. You can perform another transfer or other action. Not mapped to a button by default, your administrator can map Attendant Serial Call to any of the four buttons. See Serial Transfer

5Labels — You can print labels for your Attendant Console using the label

maker utility, which is available through the 3Com web site. See Printing

Labels.

6 Label cover tabs — Allow you to unsnap the plastic cover to insert

labels.

24 CHAPTER 3: 3105 ATTENDANT CONSOLE

7 Access buttons — If your administrator has mapped an extension to an

Access button, a light next to the button indicates whether the line is available or in use, or whether an assigned feature is enabled. See

Attendant Console Status Lights

Your administrator uses the VCX Administrator web interface to map telephone extensions to Access buttons numbers. The interface numbers each button. For example, the administrator may say that extension 4001 is assigned to button 1, extension 4002 is assigned to button 2, and so on. On the Attendant Console, the buttons are numbered from top to bottom, starting in the top left corner. (However, no number physically appears next to a button.)

■ The first five buttons from the top in the left column correspond to

Access buttons 1 through 5. (The bottom four buttons are always the Feature buttons.)

■ The second column of nine buttons correspond to Access buttons

6 through 14.

■ The third column of nine buttons correspond to Access buttons 15

through 23.

■ The fourth column of nine buttons correspond to Access buttons

24 through 32.

■ The fifth column of nine buttons correspond to Access buttons 33

through 41.

■ The sixth column of nine buttons correspond to Access buttons 42

through 50.

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

button assignments on the Console. Press the Shift button to switch between assignments 1 through 50 and assignments 51 through 100. The Shift button LED is lighted when you have buttons 51 through 100 selected.

Printing Labels To create, print, and save labels for your Attendant Console (or any VCX

telephone):

1 Access the 3Com web site, http://www.3com.com. 2 Click Support & Downloads and select Downloads & Drivers from the

drop-down list box. Your browser displays the Downloads page.

3 On the Downloads page, select the following options:

3105 Attendant Console 25

a In the Criteria-base Search section, in the Type of File list box, select

All Downloads. b In the Product Category list box, select Convergence/IP Telephony. c In the Filename text box, enter labels.exe. d Click Search.

4 When the search results page is displayed, locate the labels.exe file for

3Com VCX V7000 IP Telephony Solution, and download it to your system.

5 Locate labels.exe on your system and double-click the file icon to start the

LabelMaker program.

6 Find the page in the LabelMaker that has labels for your attendant

console.

7 Edit the label template by clicking any of the label text boxes to highlight

the existing text, and then typing new text.

8 Press Ta b to move to the next text field in the label. 9 Click the Print button at the top of the LabelMaker screen to open the

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

10 Click Print.

Attendant Console

Status Lights

11 Cut out the labels and put them in the label holders of your attendant

console.

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

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

To reuse your saved LabelMaker, run the file that you saved to your computer. If you download the LabelMaker from the 3Com web site, you always get the default version. If you save the default version to the same place you saved an earlier edited version, you overwrite the earlier version.

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 its status. See Tab le 4

26 CHAPTER 3: 3105 ATTENDANT CONSOLE

Tab le 4 Status Indicator Lights for System Appearance Buttons

If the light is The line is

Off Available for use Steady In use Blinking Do Not Disturb is enabled Blinking quickly Dialing an emergency call

BASIC TELEPHONE OPERATION

This chapter describes how to use the basic telephone functions available on all VCX telephone models and includes the following topics:

■ Logging In to Your Telephone

■ Answering a Call

■ Making Calls

■ Terminating Calls

■ Using the Telephone Display Panel

■ Controlling the Volume

■ Putting a Call on Hold

■ Transferring a Call

■ Muting Calls

■ Mute Ringer

■ Activating Do Not Disturb

■ Activating Malicious Call Trace

28 CHAPTER 4: BASIC TELEPHONE OPERATION

Logging In to Your Telephone

Your administrator assigns an extension (telephone number) and initial password to your phone.

If you hear a dialtone and the Display Panel on your phone shows the date, time, and a telephone extension, you are logged in and can make calls:

Extension: 1001 Feb 17 08:12:00

Note that your administrator initially determines the format for the date and time display. You can change this format (and time zone location of your phone) through the VCX User Interface. See VCX User Interface

Overview and the VCX User Interface online Help.

If you do not hear a dialtone and the Display Panel on your phone shows the following information, you are not logged in and cannot make calls:

Use Program btn to login Logged out from PBX

To log in to your phone:

1 Press Program + 5 + 6.

For phones without a Program button, press Feature + 410 + 5 + 6. The Display Panel shows:

Enter Password:

2 Enter your password and press #.

If the password you entered is associated with the phone extension, you are logged in.

If the Display Panel alternately shows the following information, the password you entered is not associated with the phone extension or the extension has not yet been assigned to the phone:

Invalid password:

Then:

Use Program btn to login Logged out from PBX

Logging In to Your Telephone 29

In this case, use the following steps to log in to your phone:

1 Press Program + 5 + 4.

For phones without a Program button, press Feature + 410 + 5 + 4. The Display Panel shows:

Local Phone Number:

2 Enter your extension and press #.

If the Display Panel shows a previously assigned number that you want to replace, press the middle soft button under the Display Panel to move the cursor back one space. Repeat as necessary and then enter your extension and press #.

3 Enter your password and press #.

Enter Password:

Alternatively to set a password locally, you can use the Password Stored Locally feature code (434), then enter the password. You can use this method in place of step 1 above. See Chapter 5 feature codes.

for information on

Changing Your

Password

You can change your password through the VCX User Interface (see

Chapter 7

However, your password is also stored locally on your telephone. Changing your password through the VCX User Interface does not change the password stored on the phone. You must use the Telephone User Interface (TUI) and change the local password to match the password stored on the call processor by following these steps:

1 Press Program + 5 + 5.

For phones without a Program button, press Feature 410 + 5 + 5. The Display Panel shows:

2 Enter your new password and press #.

The VCX call processor periodically communicates with each VCX telephone. If you change your password through the VCX User Interface but do not change it through the TUI, the VCX call processor detects a password mismatch and logs you out. If this happens, follow steps 1 and 2 to log in.

). This changes your password on the VCX call processor.

Enter Password:

30 CHAPTER 4: BASIC TELEPHONE OPERATION

Answering a Call To answer an incoming call, lift the handset.

Alternatively, if you are using a 3Com® 3101SP Basic Telephone, you can press the speaker button.

If your phone includes multiple access lines, press the Access button for the line on which the new call is arriving (the light next to the button will be flashing).

Unanswered calls are sent to either your call coverage point which, by default, is your voice mailbox or your configured call forwarding destination. See Configuring a Call Coverage Point

Forwarding.Answering a Second Call

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

1 Press the hold button to put the current call on hold. 2 Press the Access button for the line whose status light is blinking,

indicating a new call.

3 To return to the earlier call, hang up the new call, or put it on hold, or

transfer it, and then press the Access button for the original call.

or Call

Making Calls This section describes standard dialing features.

The VCX administrator can configure calling restrictions for some, one, or all the phones at a site. These restrictions may limit the outbound calls (external or to another company site) a phone can make. Ask your administrator if any calling restrictions have been implemented on your phone system.

Making Internal Calls To dial an internal call:

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

button. You hear the dial tone.

2 Dial the extension. Alternatively, you can 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 complete the call, hang up the handset. If you pressed the

button, press it again to end the call.

Redialing a Call To redial a number on a 3Com Basic Telephone:

■ Pick up the handset and then press Feature + 401 to dial the most

recent number that you dialed.

■ Use the Call Logs on the display panel to redial a recently missed,

answered, or dialed call.

Making External Calls To dial an external call:

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

button. You hear the dial tone. If necessary, dial the number required to access an external line (for example, 9). 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 Placed Calls, Received Calls, or Missed Calls, or a personal or system-wide speed dial number.

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

button, press it again to end the call.

Making Calls 31

Making a Call to a

Remote Office

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 a VCX system. Typical configurations are described in the next sections.

Using Unique Extensions

In some companies with geographically separated offices, everyone in the entire organization has a unique telephone extension. Whenever you make a call to an extension that is not located at your own site, your VCX system sets up a connection to the VCX system at the other extension’s site.

32 CHAPTER 4: BASIC TELEPHONE OPERATION

For example, suppose a company has three offices:

■ Phones at the Chicago office use an extension range from 1000

through 1999.

■ Phones at the Atlanta office use an extension range from 2000

through 2999.

■ Phones at the Dallas office use an extension range from 3000 through

3999.

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 VCX system sets up the necessary connection to the Dallas VCX system and then to the extension at that site.

Class of Service

Override

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

For example, the telephone in a conference room may be configured to prevent long-distance telephone calls. You may, however, need to place a long-distance call during a meeting. If the permissions included with the Class of Service on your phone allow long-distance calling, you can use the Class of Service Override feature to apply your phone features to the conference room phone for one call only.

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

1 Pick up the handset. 2 Press Feature + 433. The Display Panel prompts you for the required

input.

3 Enter your telephone extension. 4 Enter your password and press #. 5 Enter the destination number as you would from your own VCX

telephone.

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

Terminating Calls 33

Terminating Calls You can terminate a call (hang up) by replacing the handset. Alternatively,

depending on your phone model, you can press the Release button, or if the call is on Speaker, turn the Speaker off by pressing the Speaker button.

Using the Telephone Display Panel

The Display Panel shows the current date and time, and your extension number. It can also show features that you have enabled. For example, if you enable the feature that forwards all incoming calls to your voice mailbox, the Display Panel shows

The Display Panel can also list telephone status messages, Caller ID information (if enabled), and the number of new messages (voice, e-mail, and fax) that you have in your mailbox.

If the Display Panel contains more than two lines of information, use the up and down scroll buttons to navigate through the display.

Fwd Voice Mail.

34 CHAPTER 4: BASIC TELEPHONE OPERATION

The list of new messages in the Display Panel depends on the status of each message. A new message can be:

■ Unreviewed — An unreviewed message has never been listened to

or acted upon (saved or deleted).

■ Reviewed — A reviewed message has been listened to but has not

been acted upon (saved or deleted). A message may reach this state if you listen to the message and then hang up.

The Display Panel shows the number of messages in your mailbox (and the MWI is lit) only if you have at least one unreviewed message. If you review the last new message and do not act on it, the Display Panel shows the date and extension, and MWI is off. If your mailbox then receives a new message, the Display Panel shows the following (and MWI

2 Msgs 1 New. The 2 Msgs include the just received new,

is lit): unreviewed message and the other message which is new but reviewed.

1 New indicates the just received new, unreviewed message.

The

The Display Panel also shows the number of missed calls. Missed calls include unreviewed messages in your mailbox and any other calls that you did not answer. For example, you can configure your default call coverage point to be no coverage. In this case, if you do not answer a call, when the call terminates the caller hears a busy tone and the call is not forwarded or sent to your mailbox. The Display Panel on your phone shows you can scroll through the list of missed calls and to show you the calling party extension. Press the first button again to automatically dial the listed extension.

Missed 1. If you press the first button below the Display Panel,

You can also use the Display Panel to view or enable features available through the Main menu and with feature codes (see Chapter 5 information on using feature codes). You can access the Main menu by pressing the Program button. The following features are available:

■ Call History — Displays logs of your recent missed, answered, and

dialed calls. See Viewing the

■ User Directory — Displays a directory of the people in your

organization. See Viewing the User Directory

■ Personal Speed Dial — Personal speed dial numbers can be

configured at the telephone or through the VCX User Interface, which is accessed through the web (see Chapter 7

Call History.

). The VCX Model 3101

for

Controlling the Volume 35

and 3101SP Basic Telephones have no buttons that can be mapped for

speed dialing.

■ System Speed Dial — System speed dial numbers can be configured

at the telephone or through the VCX User Interface, which is accessed

through the web (see Chapter 7

Basic Telephones have no buttons that can be mapped for speed

dialing.

■ Advanced Settings — Configures network parameters, sets your

phone password and changes your login status.

CAUTION: Network parameter options are for administrator use only. Unauthorized changes to network parameters will disconnect your phone.

). The VCX Model 3101 and 3101SP

Controlling the Volume

Use the Volume Control buttons to raise or lower the volume of the ringer, handset, or speaker.

Adjusting the volume control of one device DOES NOT affect the volume control of the other devices. For example, lowering the volume of the speaker has no effect on the handset volume. Changes you make to any device remain in effect if you reset the phone to its default settings.

■ Ringer 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.

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

the voice level of your callers, lift the handset then press the up or

down Volume Control buttons repeatedly until the volume is at the

level you prefer. You can change the volume during a conversation or

by listening to the dial tone.

■ Speaker Volume — To raise or lower the volume of the speaker,

press the Speaker button and then press the up or down Volume

Control button repeatedly until the volume is at the level you prefer.

You can change the volume during a conversation or by pressing

Speaker and listening to the dial tone.

When you press a Volume Control button, the Display Panel shows the volume setting as a series of dark vertical bars. Repeatedly pressing a Volume Control button raises the volume (increases the number of displayed bars) or lowers the volume (decreases the number of displayed bars.

36 CHAPTER 4: BASIC TELEPHONE OPERATION

You can also use Feature Codes to adjust the volume. Pressing Feature + 102 raises the volume (increases the number of displayed bars by one). Pressing Feature + 103 lowers the volume (decreases the number of displayed bars by one).

Putting a Call on Hold

Music on Hold If configured by the administrator, callers on hold hear music while they

Dialing a New Call

While on a Call

Answering a New

Call While on a Call

To put a call on hold:

On Model 3101 and 3101SP Basic Telephones:

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

wait.

You can put a call on hold, dial a new call, and toggle between the two calls:

On Model 3101and 3101SP Basic Telephones:

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

You can put your current call on hold, answer a second call, and then toggle between the two calls:

1 When a new call arrives, press the Hold button to put the current call on

hold.

2 Press the Access button for the incoming call (its light will be flashing). 3 To toggle between the two calls, put the current call on hold and then

press the Access (or Toggle) button for the call you want to resume.

Transferring a Call When you are on a call, the Transfer feature allows you to send the call

from your telephone to any other internal line. For unattended or attended transfers, if your call permissions allow, you can send the call to an external line.

Transferring a Call 37

You can also transfer a call to another subscriber’s voice mail. See

Transferring a Call to Another User’s Voice Mail

Unattended Transfer In an unattended transfer, you transfer the call without notifying the

recipient. You can either use the Transfer button or the transfer feature code:

1 While on a call, press Transfer. The call is placed on hold, you hear a dial

tone, and the system prompts you enter a destination number.

2 Dial the number to which you want to transfer the call. 3 Hang up.

The call is disconnected as soon as the transfer starts, which frees up your line. If the transfer cannot be completed:

■ The call is forwarded to the called party’s call coverage point (by

default, voice mail; see Configuring a Call Coverage Point

■ If the called party’s default call coverage point is No Coverage, the

call is returned to (rings back at) your extension. If you are unavailable, the call is forwarded to your call coverage point.

Attended Transfer In an attended transfer, you announce the call to the recipient. You can

either use the Transfer button or the transfer feature code.

To announce a transfer:

1 While on a call, press Transfer. The call is placed on hold, you hear a dial

tone, and the system prompts you enter a destination number.

2 Dial the extension number to which you want to transfer the call.

The VCX call processor dials the call.

3 When the recipient answers, announce the call. Note that, at this point

you cannot return to the original caller.

■ If the recipient wants to take the call, press Transfer. Hang up.

■ If the recipient does not want to take the call, hang up the second call

and go back to the first call by pressing the Access button on which

the call originated.

Serial Transfer A serial transfer is like an unattended transfer except that when the

destination hangs up at the end of the call, the caller rings back to you as the attendant who made the transfer. With your help, the caller can

38 CHAPTER 4: BASIC TELEPHONE OPERATION

make a single call to the organization and make a series of internal connections with a series of transfers. You can either use a mapped button on the Attendant Console or the serial transfer feature code:

Mapped Button Method

1 Press the mapped Attendant Serial Calling button on the Attendant

Console.

2 Press the button mapped to the called party’s extension on the Attendant

Console.

3 Press the mapped Attendant Serial Calling button again on the Attendant

Console to complete the call.

Serial Transfer Feature Code Method

1 While on a call, press Feature + 471. The call is placed on hold, you hear

a dial tone, and the system prompts you to enter a destination number.

2 Dial the number to which you want to transfer the call, and then press #

to complete the call.

3 Hang up.

When the destination phone hangs up, the caller returns to you. Serial transfers:

■ Apply to a single transfer. Repeat for subsequent transfers even for the

same caller.

■ Can be mapped to a button on an Attendant Console.

■ That cannot be completed return directly to the attendant.

■ If the calling party reaches the called party’s voice mailbox, the calling

party can press 99 to return to the attendant.

Muting Calls You can prevent callers from hearing you by turning off the telephone’s

microphone when you are using the handset or headset, or when your telephone is in speaker phone mode.

To mute your phone:

1 While you are on a call, press Mute or press Feature + 101. The light

next to the Mute button comes on. Callers cannot hear you.

2 To turn this feature off, press Mute or Feature + 101 again.

Mute Ringer 39

Mute Ringer You can prevent the phone’s ringer from ringing by enabling this feature.

By default, the phone’s ringer is enabled (feature disabled). You can enable or disable the phone’s ringer at any time while either on the phone or on-hook, but the change takes effect on the next incoming call.

All non-ringer tones are unaffected. All ring tones, such as, internal domain, external domain, and anonymous tones are affected for all primary, bridge, and hunt-group calls. A user with a phone on hands-free hears the hands-free tone. A user that receives a page hears the page tone.

If the VCX system or the phone reboots or is upgraded with new software, the ringer resets to the default ringer enabled (feature disabled) mode.

To mute the phone ringer:

1 Press Feature + 489. The LCD displays:

Ringer is now muted.

2 To clear the display, lift the handset. The next time you receive an

incoming call, the ringer is muted.

3 To turn this feature off, press Feature + 489 again. The LCD displays:

Ringer is now enabled.

Activating Do Not Disturb

4 To clear the display, lift the handset.

When you enable Do Not Disturb, incoming calls immediately go to the call coverage point set by you or your administrator. The default call coverage point is your voice mailbox. The call coverage point is set through the VCX User Interface (see Chapter 7

When your telephone is in Do Not Disturb mode:

■ An incoming call does not cause your phone to ring. If you are logged

in to multiple phones using the same phone number and one of the

phones enables Do Not Disturb, the feature applies to all phones—an

incoming call will not ring on any of the phones.

■ You can use the phone to dial outgoing calls.

40 CHAPTER 4: BASIC TELEPHONE OPERATION

■ If you enable Do Not Disturb while one or more calls are ringing, the

pending calls are sent to your call coverage point and Do Not Disturb is enabled for all subsequent calls.

■ If you are a Hunt Group member and you enable Do Not Disturb,

personal (non-Hunt Group) calls go to your call coverage point. However, Hunt Group calls always ring on a member’s phone, regardless of the Do Not Disturb setting.

To activate Do Not Disturb:

1 Press the Do Not Disturb Access button on the phone. The red light is lit

next to the Do Not Disturb button (Model 3102 only). If your phone does not have a Do Not Disturb button, press Feature +

446. Your telephone is now in Do Not Disturb mode. The display panel shows

DND.

2 To disable Do Not Disturb mode, repeat step 1. The DND message

disappears from the display panel.

Activating Malicious Call Trace

The Malicious Call Trace feature enables you to notify the system if you receive a harassing or abusive call. The calling party can be from either an external or internal source.

Malicious Call Trace cannot be invoked when you are on a conference call.

To activate malicious call tracing during a call, press Feature + 119.

The Display Panel shows

The results of tracing a malicious call include the following actions:

■ Notification is sent to your network manager.

■ The log for the call includes a malicious call identifier.

■ For external malicious calls, the VCX system sends a message to the

authorities configured by your administrator to receive these reports.

Once you use the Malicious Call Trace feature code during a call, you cannot revoke it.

malicious call for 5 seconds.

FEATURE CODES

This chapter describes how to use VCX feature codes on a VCX telephone to enhance the operation of your phone. A feature code is a sequence of numbers you enter on the telephone keypad to enable a feature that is not mapped to a button.

This chapter includes the following topics:

■ Feature Code Overview

■ Using Feature Codes

■ Feature Codes

42 CHAPTER 5: FEATURE CODES

Feature Code Overview

Some common telephone features are mapped to buttons (Hold, for example). However, the number of buttons varies on each model of VCX phone. Furthermore, the number of VCX features exceeds the number of buttons available on any phone. Feature codes allow the VCX telephone feature set to be available to all VCX phones, regardless of the number of buttons on the phone.

Each feature is assigned a unique three-digit feature code. You can invoke a feature by entering the numeric code assigned to a particular feature. For example, you can use a feature code to enable call forwarding and specify a destination number.

For all VCX Basic and Business phones, you can enter any feature code by pressing the Feature button. This action generates a the telephone Display Panel. The next step is to enter the appropriate feature code. If additional information is required, the Display Panel prompts you.

However, you can invoke some feature codes without pressing the Feature button by entering special feature code syntax with the telephone keypad. See Using Feature Codes feature code entry methods.

The location of the Feature button depends on your telephone. See the appropriate chapter in this guide for the location of buttons and controls for your phone.

for information on both

Feature: prompt in

Using Feature Codes

You can invoke a feature by pressing the Feature button and using the telephone keypad to enter the feature code along with any additional information (for example, an extension). For example, you can show a list of local or global users in the Display Panel by pressing the Feature button followed by the User Directory feature code (461). In this guide, this method is noted by the following syntax:

Feature + 461

Some feature codes allow you enter the code number without using the Feature button. For these feature codes, you prepend the code number with an asterisk (*). For example, you can enable Do Not Disturb using either of the following methods:

Feature Codes 43

Feature + 446

or *446 Then, either press Ok or press Feature + 120 to complete the command.

Some features require additional information. For example, if you want to enable call forwarding when your phone is busy, you must designate the extension to which you want your calls forwarded. The feature code for Call Forward Busy is 467. To enable this feature, you can use the Feature button or enter a single command (in the following examples, the destination extension is 1001):

■ Use the Feature button:

Press Feature + 467. The Display Panel displays the prompt Enter the extension to which you want your calls forwarded, in this

case, 1001. Press OK or #.

■ Enter the feature code and extension with a single command:

*467*1001 You must prepend the feature code with an asterisk (*) and

separate the feature code and extension with another asterisk. Each element in a feature code command must be prepended with an asterisk.

Some features occur within the bounds of an existing call, for example, forwarding a call to the voice mail of another subscriber. In these cases, the feature requires using the Transfer button. After pressing Transfer, you enter the transfer destination in the format

*feature_code*<destination>.

Feature Codes Ta bl e 5 lists the features that you can control with feature codes. Features

are listed alphabetically and include the required feature code syntax and, in most cases, a reference for more information. In the syntax, the

FWD Busy Number.

44 CHAPTER 5: FEATURE CODES

notation <parameter> represents a variable that you must supply, for example, a telephone extension.

Tabl e 5 VCX Feature Codes Alphabetical by Feature or Task

Feature Feature Code Entry Description

Anonymous Now (Enable/Disable)

Anonymous Next (Enable/Disable)

Barge In Feature + 428 Used with Silent Monitor. See Silent

Beep — Send Feature + 331 Sends a page (a beep) between phones.

Call Forward Busy Feature + 467, then <destination>

Call Forward Ring No Answer Feature + 466, then <destination>

Call Forward Universal Feature + 465, then <destination>

Call History Feature + 462 See Viewing the Call History. Call Park a Call Feature + 444, then <call park

Call Pickup — Directed Feature + 455, then <security code>,

Camp On Feature + 469, then <destination> Completes call when busy destination

Class of Service (COS) Override

Feature + 889 Or *889 Feature + 890, then <destination> Or *890*<destination>

Or *467*<destination>

Or *466*<destination>

Or *465*<destination>

extension> (or accept the default)

then <destination> Or *455*<security code>*<destination>

Feature + 433, then <your extension>, then <your mailbox password>+ #, then <outside party number>

See Controlling Caller ID.

Monitor and Barge In.

The sending phone displays the target extension. The target extension displays the sending extension.

See Call Forward Busy Line.

See Call Forward Ring No Answer.

See Call Forward Universal.

See Call Park.

See Directed Call Pickup

extension becomes available. See

Camping on a Busy Extension.

See Class of Service Override.

Feature Codes 45

Tab le 5 VCX Feature Codes Alphabetical by Feature or Task (continued)

Feature Feature Code Entry Description Conference Call Feature + 430, then <destination>, then

Feature + 430

Display Software Version Feature + 837 Displays the current version of VCX

Do Not Disturb (Enable/Disable)

Hold Feature + 402 See Putting a Call on Hold. Hunt Group or Calling Group

Hunt Group Status Feature + 972 See Hunt Groups. Login/Logout (phone) Feature + 128 Malicious Call Trace Feature + 119 Logs and sends notifications when

Mute Feature + 101 See Muting Calls. Mute Ringer Feature + 489 See Mute Ringer. OK Feature + 120 Displays OK in the Display Panel. Used to

Password Stored Locally Feature + 434, then <current password> Stores the password you use to log in to

Program Feature + 410 Displays the Program menu in the

Redial Feature + 401 See Redialing a Call. Release Feature + 111 Cancels the current operation.

Feature + 446 Or *446

Feature + 971, then <hunt group number>

Or *971*<hunt group number>

See Setting up a Conference Call.

software running on the phone. See Activating Do Not Disturb.

See Hunt Groups.

entered during a call. See Activating

Malicious Call Trace.

make a call without waiting for the call completion time-out value to expire.

your telephone on the phone (locally). If you use the VCX User Interface to change your password, use this feature code to set the password stored on the phone, thus synchronizing the passwords. See Changing Your

Password and the VCX User Interface

online help for more information.

Display Panel.

46 CHAPTER 5: FEATURE CODES

Tabl e 5 VCX Feature Codes Alphabetical by Feature or Task (continued)

Feature Feature Code Entry Description

Remote Call Forward Feature + 468, then <extension to

Retrieve Voice Mail Feature + 600

Scroll Down Button Feature + 109 Simulates pressing the scroll Down

Scroll Up Button Feature + 108 Simulates pressing the scroll Up button

Serial Transfer Feature + 471 Transferred call returns to attendant at

Silent Monitor Feature + 425 See Silent Monitor and Barge In. Silent Monitor Block Feature + 429 Allows an agent to make a private call by

Soft Button 1 Feature + 105 Simulates pressing the Slct (Select)

Soft Button 2 Feature + 106 Simulates pressing the Back button.

Soft Button 3 Feature + 107 Simulates pressing the Exit button to

Speaker — On/Off Feature + 104 Speak and listen without picking up the

Speed Dial — Display Feature + 464 Lists the configured speed dial numbers

forward> + #, then <destination> + # Or *468*<extension to forward>

*<destination>

Or *600

See Remote Call Forward.

The first entry simulates pressing the MSG button.

The second entry allows you to leave a message in another mailbox or access your own mailbox. Follow the prompts.

button to navigate through items in the Display Panel.

to navigate through items in the Display Panel.

the end of the call. See Serial Transfer

blocking an attempt to monitor the agent phone. See Silent Monitor and

Barge In.

button to select an item in the Display Panel.

Action depends on contents of the Display Panel. Either moves the cursor left one position or sorts listed items.

exit the current function in the Display Panel.

handset. Not available on Model 3101 Telephones.

in the Display Panel.

Feature Codes 47

Tab le 5 VCX Feature Codes Alphabetical by Feature or Task (continued)

Feature Feature Code Entry Description

Speed Dial — Personal Feature + 601 + n

Or *601*n, where n is the speed dial digit (1 through

9) associated with the number you want to dial.

Speed Dial — System Feature + 700 + speed dial number

Or *700*n#, where n is the speed dial

number associated with the number you want to dial.

Transfer Feature + 420, then <destination> +

hang up

Transfer to Voice Mail (Enable/Disable)

Transfer to Another User’s Voice Mail

User Directory Feature + 461 Lists the users in the local user directory

View Personal Speed Dials Feature + 463 Displays the personal speed dial

View System Speed Dials Feature + 464 Displays the system speed dial numbers

Feature + 440 Or *440 Feature + 441, then <destination> Or

Transfer, then*441*<destination>, then Transfer

Allows you to dial a personal speed dial number. To configure personal speed dialing, see Speed Dialing

Allows you to dial a system speed dial number. To configure personal speed dialing, see Speed Dialing.

This is an unattended transfer. For an attended transfer, see Transferring a

Call.

When enabled, transfers all calls to the voice mail. See Forwarding Calls to Voice

Mail.

See Transferring a Call to Another User’s

Voice Mail.

or, if enabled, the users in the global user directory. See Viewing the User

Directory.

numbers

48 CHAPTER 5: FEATURE CODES

Tabl e 5 VCX Feature Codes Alphabetical by Feature or Task (continued)

Feature Feature Code Entry Description

Volume — Up or Down Feature + 102 to raise the volume

or Feature + 103 to lower the volume

Adjusts the volume setting for the current mode:

■ If the handset is in the cradle and the

speaker is disabled, adjusts the ring volume setting.

■ If the speaker is enabled, adjusts the

speaker volume setting.

■ If the handset is not in the cradle and

the speaker is disabled, adjusts the handset volume setting.

See Controlling the Volume

STANDARD FEATURES

This chapter describes the standard VCX telephone features that you can set up and access through the Telephone User Interface (TUI) on your telephone.

Chapter 7

through the VCX User Interface.

This chapter contains the following topics:

■ Viewing the Call History

■ Viewing the User Directory

■ Controlling Caller ID

■ Setting up a Conference Call

■ Camping on a Busy Extension

■ Transferring Your Phone Settings to Another Phone

■ Forwarding Calls to Voice Mail

■ Transferring a Call to Another User’s Voice Mail

■ Call Waiting

■ Speed Dialing

■ Call Forwarding

■ Call Park

■ Paging

■ Call Pickup

describes the telephone features that require configuration

■ Silent Monitor and Barge In

■ Remote Call Forward

■ Hunt Groups

■ Emergency Phone Number Dialing Service

50 CHAPTER 6: STANDARD FEATURES

Viewing the Call History

You can use the Call History feature to display your call logs. These are the logs of the 10 most recent placed calls, received calls, missed calls and unreviewed calls to and from your telephone. From the call logs you can select calls and the phone automatically dials them. The VCX User Interface provides a Call History log or from your extension and the times of those calls.

To access and use the Call History:

1 For a Basic phone, use the following Call History access option:

a If you have a Basic Telephone Model 3101, press the Center scroll

button to display the Main menu, then select Call History. Optionally, you can use one of the feature codes described in step b.

The Call History menu appears in the Display Panel.

2 Select one of the follow options:

a For placed calls, press 1. b For received calls, press 2. c For missed calls, press 3. d For unviewed missed calls, press 4. e To clear the all call logs, press 5.

of the most recent 100 calls made to

Use the Scroll buttons to navigate through the list. The Display Panel always starts with the oldest call in the category you select. That is, the oldest call appears first and the most recent call appears last.

The Display Panel scrolls through the calls one at a time. After the last call, this message appears in the Display Panel for placed and received calls:

No more call history

This message appears for missed calls:

No more missed calls

The three Soft buttons below the Display Panel have the following functions when viewing the Call History:

■ To select a call from the list and dial the call automatically, press the

Slct button.

■ To return to the previous menu, press the Back button.

Viewing the User Directory 51

■ To exit the Call History display, press the Exit button.

Viewing the User Directory

You can view a list of users in your organization and their extensions in the Display Panel. When you select a displayed user, your VCX phone automatically dials the extension.

The Users Directory can be local or global.

■ Local users are typically located in the same office and share the same

call processor.

■ If your VCX system includes multiple sites (for example, regional and

branch offices), each with one or more VCX call processors, you can

display a global directory of all the users in your organization. Note

that this option must be configured by your administrator. By default,

you can view the local user directory.

The global directory is also available through the VCX User Interface

(see Chapter 7

To view the User Directory, use one of the following access options:

■ If you have a Basic Telephone Model 3101, press the Center scroll

button to display the Main menu, then select User Directory.

■ Press Feature + 461 and select User Directory from the Main menu.

The Display Panel lists two options for the User Directory:

■ Press 1 to display the Local Directory.

■ Press 2 to display the Global Directory. If the Global Directory in not

enabled on your system, the Display Panel shows

No listing found.

The Display Panel shows the first user in the directory. Use the Scroll buttons to locate a particular user. The three Soft buttons below the Display Panel have the following functions when viewing the User Directory:

■ Use the Slct button to select a user and dial that user’s extension.

■ Use the Back button to display sort order options.

■ Press the Slct button to sort by first name.

■ Press the Back button to sort by last name.

■ Press the Exit button to sort by extension.

■ Use the Exit button to return to the default Display Panel.

52 CHAPTER 6: STANDARD FEATURES

Controlling Caller ID

This section describes how to enable and use Caller ID privacy features.

By default, the VCX system shows your Caller ID (your name and extension) on the Display Panel of the telephone receiving your call if that telephone supports Caller ID. You can control whether the VCX system sends your Caller ID when you make a call. You can choose one of the following settings:

■ Select one of the following settings for all your calls:

■ Send Caller ID information (Anonymous Now is disabled).

■ Block Caller ID information (Anonymous Now is enabled).

■ Block Caller ID information for your next call. This setting only applies

when the setting for all calls is set to Send Caller ID information. You must enter the destination number to call.You can control these settings by entering the appropriate feature code.

Anonymous Now— When enabled, the system blocks your Caller ID to all dialed numbers and Anonymous displays on the destination phone.

Anonymous Next — When enabled, the system restricts Called ID information from displaying only on the next call that you make. This setting only applies when Anonymous Now is disabled, or the setting for all calls is set to Send Caller ID information.

If you disable Caller ID, the system sends your Caller ID to all dialed numbers.

To toggle the current default setting, press Feature + 889. If Caller ID is enabled, entering this command disables it for all subsequent calls. If Caller ID is disabled, entering this command enables it for all subsequent calls.

If transmission of Caller ID information is enabled and you want to block your Caller ID for the next call only:

1 Pick up the handset. 2 Press Feature + 890. 3 Dial the number. Your ID is not delivered to the caller.

Setting up a Conference Call 53

Setting up a Conference Call

Setting up an

Unannounced

Conference

The conference feature enables you to have up to six parties, including the conference originator, on one conference with the capability to extend a conference through cascading. Conferences can be multi-site capable where any endpoint in a conference can be located anywhere within the VCX system. When you set up a conference call, you cannot:

■ Conference a page group number

■ Be monitored or barged in.

The following sections describe how to set up an unannounced conference call and an announced conference call. In either type of conference call, if one of the participants hangs up, the other two participants remain connected. The following sections also describe how the conference can drop the last member to join the conference and how to drop the entire conference.

In an unannounced conference, you conference in the person without notifying that person:

1 While on a call, press Feature + 430. The system places your caller on

hold.

2 Dial the number of the person you want to conference in.

Setting up an

Announced

Conference

3 Press Feature + 430 again. The three-way conference begins when the

recipient answers the call.

In an announced conference, you call the recipient and announce that you want to conference them into a call. The recipient can then decide whether to take the call:

1 While on a call, press Feature + 430. The system places your caller on

hold.

2 Dial the extension of the person you want to conference in, then press

the OK Access button (or press Feature + 120).

3 When the called party answers, announce the conference.

■ If the recipient wants to take the call, press Feature + 430. Now three

people are on the same call.

■ If the recipient does not want to take the call, hang up the second call

and go back to the first call by pressing the Hold button for that call.

54 CHAPTER 6: STANDARD FEATURES

Adding a Recipient to

an Existing

Conference

Creating a Cascaded

Conference

While participating in a conference of three to five people, any recipient in the conference can add a new recipient. While a new recipient is being added, the existing recipients in the conference, including the originator, are still able to communicate, but there is no ring back tone associated with the new recipient. If a party other than the originator adds a new recipient, then a cascaded conference is formed. The process to add a recipient is identical to Setting up an Unannounced Conference

up an Announced Conference.

Once you establish a conference, anyone in the conference, excluding the originator, can create a cascaded conference by initiating a conference call to another party or parties. Those parties in turn can initiate another cascaded conference. For example, phone P1 (originator) calls phones P2, P3, P4, P5 and P6 to establish a 6-party conference (called C1). Phone P3 then calls phones P7 and P8. Phone P3 creates a cascaded conference and is the originator of a 3-party conference (called C2). Conference C2 is now cascaded with C1. Phone P8 then calls P9 to create conference C3 and is cascaded with C2. Cascading can continue until the maximum number of ports on the conference server has been reached.

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or Setting

Dropping Conference

Recipients

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Once a conference has been established, the conference originator can either drop the last party added to the conference or drop the entire conference that the originator initiated. In the example above, if P1 the originator of conference 1 drops All, only P1, P2, P4, P5 and P6 are dropped. P3 is not dropped because it is the originator of conference 2 and remains connected to conference 2.

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Camping on a Busy Extension 55

To drop conference recipients, follow these steps:

1 While on a conference, the conference originator presses the Drop soft

(right) button. The Conference Drop window displays in the Display Panel.

2 Scroll to the drop action you want to take, either (1) Last or (2) All, and

press the appropriate number on the keypad. The party (Last) or the conference (All) is dropped.

Alternately, you can drop recipients from a conference using the following feature codes:

■ To drop the last party in a conference, enter Feature + 431.

■ To drop all parties in a conference, enter Feature + 435.

If the originator drops the last party in a 3-party conference, the call then becomes a 2-party non-conference call.

Camping on a Busy Extension

The Camp On feature allows you a call to a busy or an unanswered internal telephone, and then be automatically called back when the destination phone becomes available. When you activate camp on, the system monitors the called telephone. When the extension can receive a call, the system automatically dials your phone (using a priority ring or other audible ring tone that is different than your programmed ring tone) and redials the original called extension.

You can camp on system extensions. You cannot camp on external phone numbers, hunt groups, pickup groups, or paging groups. If the called extension does not become free within a time period specified by your administrator, Camp On expires.

To camp on an extension you call:

1 When you make a call and hear a busy tone, press Feature + 469. The

system camps on the phone you are calling. You can hang up.

2 When the called extension becomes available, the system calls your

phone. When you answer your phone, the called extension begins to ring.

56 CHAPTER 6: STANDARD FEATURES

To camp on an extension when you transfer a call:

1 When you are transferring a call and hear a busy tone, press Feature

+ 469. The system camps on the phone you are calling. Explain to the person whose call you are transferring that the call will call back. When you hang up, the person whose call you are transferring is put on hold.

2 When the called extension becomes available, the system calls the

destination extension. If Camp On expires before the destination becomes available, the system

calls you back and connects you to the person whose call you were transferring.

Transferring Your Phone Settings to Another Phone

This feature enables you to use any 3Com phone attached to any VCX system (call processor) in the Enterprise with all your phone’s settings.

It is possible for an administrator to lock an extension to a particular phone. If this is the case, you cannot program the phone to use your extension.

To transfer your phone’s settings to another phone:

1 Log out of your own phone by pressing Program + 5 + 6.

If your administrator has enabled the Multiple Contacts feature for your extension, you do not have to log out of one phone before logging into another.

2 From the phone that you want to use as yours, enter your phone number

and password:

a Press Program + 5 + 4,enter your phone number, and then press #. b Press Program + 5 + 5, enter your password, and then press #.

3 When you are finished using the other phone, log out of the phone by

pressing Program + 5 + 6.

4 Log back into your own phone by pressing Program + 5 + 6.

Forwarding Calls to Voice Mail

You can forward incoming calls to your voice mailbox by using a feature code.

Transferring a Call to Another User’s Voice Mail 57

When you forward incoming calls to your voice mailbox:

■ An incoming call rings once on your phone and is then sent to your

voice mailbox. If you are logged in to multiple phones, each using the

same phone number, and one of the phones enables forward to voice

mail, the feature applies to all phones—an incoming call rings once on

all of the phones and is then sent to your voice mailbox.

■ If you enable forward to voice mail while one or more calls are ringing,

whether you are on-hook or off-hook, the pending calls are sent to

your voice mailbox and forward to voice mail is enabled for all

subsequent calls.

■ If you are a Hunt Group member, personal (non-Hunt Group) calls go

to your voice mailbox. However, Hunt Group calls always ring on a

member’s phone, regardless of your personal phone setting.

To forward incoming calls to your voice mailbox for any VCX phone (including the Basic phones, which do not have a FWD Mail button):

■ Press Feature + 440. All future calls transfer automatically to your

voice mailbox.

Transferring a Call to Another User’s Voice Mail

■ If you have not enabled this feature code, you can send a call that is

ringing (and all subsequent calls) to your voice mailbox by pressing

Feature + 440.

■ To disable this feature, press Feature + 440. All calls ring normally.

You can transfer a connected call directly to another subscriber’s voice mail rather than that subscriber’s phone extension. The subscriber can be located locally or at a remote site.

To transfer a call to another subscriber’s voice mail:

1 While on a call, press Feature + 441.

The Display Panel shows the following prompt:

Transfer VMail Number:

2 Enter the extension of the subscriber whose mailbox will receive the call.

The caller hears the mailbox greeting of the target subscriber but the subscriber’s phone does not ring.

58 CHAPTER 6: STANDARD FEATURES

Alternatively, you can use the following procedure:

1 While on a call, press Transfer. 2 Enter the transfer to another subscriber’s voice mail feature code in the

following format:

*441*<extension>

<extension>, you can either enter the phone extension of the

For recipient, press a speed dial button mapped to that extension, or press a bridge line button (Basic phones do not support bridging) mapped to that extension.

3 Press the Transfer button again, then hang up.

For example, extension 1001 calls extension 1000. Extension 1000 wants to transfer the call to the voice mailbox of extension 1002. In this case, extension 1000 performs the following steps:

Presses Transfer. Enters Presses Transfer. Hangs up.

*441*1002.

Extension 1001 now hears the voice mailbox greeting for extension 1002 but extension 1002 does ring.

Call Waiting The Call Waiting feature in the VCX User Interface allows you to select a

ring tone, or to hear a beep sound in the handset/headset, or to disable the ringer (but flash the MWI) on your current call to let you know that another call has arrived on another access line.

1 When you hear a ring tone or see the MWI flashing, press the Hold

button to put the current call on hold.

2 Press the Access button for the incoming call. 3 To toggle between the two calls, put the current call on hold and then

press the Access button for the call you want.

Speed Dialing This section describes the following types of speed dialing:

Speed Dialing 59

■ Personal Speed Dials — With this type of speed dialing, you map a

number (internal or external) to a feature code value using the VCX

User Interface. To use a personal speed dial, you press the Feature

button and enter the appropriate feature code.

Feature code 601 plus 1 through 9 inclusive, are available, which

allows you to use up to 9 personal speed dials. Personal speed dials

allow speed dialing on phones that do not have Access buttons.

Personal speed dials are available on all VCX telephone models.

■ System Speed Dials — With this type of speed dialing, your

administrator maps commonly used numbers (internal or external) to

feature code values. To use a system speed dial, you press the Feature

button and enter the appropriate feature code and the speed dial

number.

The administrator creates system speed dial numbers. System speed

dials can be dialed on all VCX telephone models.

Note that, a configured one-touch speed dial is also mapped to a feature code (the speed dial number mapped to the first speed dial Access button is also mapped to feature code 601, the speed dial number mapped to the second speed dial Access button is also mapped to feature code 601, and so on). This means that on a phone with four configured speed dial numbers, you can dial a speed dial number by either pressing an Access button or entering feature code 601 + an index number 1 through 9.

Configuring Personal

Speed Dial Numbers

This section describes how to set up speed dialing through the Telephone User Interface. You can also enable speed dialing through the VCX User Interface. See Chapter 7 Interface; see the online Help for information on creating speed dials.

Note that the two interfaces are synchronized. A speed dial created or modified in one interface appears in the other interface. A speed dial deleted in one interface is deleted in the other interface.

You set up speed dialing through the Telephone User Interface using the Program button. Refer to the chapter that describes the buttons and controls on your phone for the location of the available speed dial Access buttons.

for information on accessing the VCX User

60 CHAPTER 6: STANDARD FEATURES

To configure a speed dial number using the Program button and the

Speed Dial menu:

1 Press the Program button.

The Main menu appears.

2 Press [3] to access the Speed Dial menu.

The Display Panel lists the first speed dial:

Speed dial 1:

If the speed dial is already configured, the Display Panels show the configured number, for example:

Speed dial 1: 1001

To locate the speed dial number you want to configure, press the speed dial number (1 through 9) or use the up and down scroll buttons

If you assign a number to a speed dial that does not have a corresponding Access button, you can speed dial the number only by entering the appropriate feature code.

3 Press the # button, then enter the number you want to associate with this

speed dial. Include all prefix numbers that you would normally dial, such as a 9 or 8 or 1 to access an outside line, and, if necessary, the country code or area code.

Editing Personal

Speed Dial Numbers

4 To store the number, press the # button.

Make sure you write the name of the person whose number you have stored and the corresponding Speed Dial Access button or feature code.

Alternately, you can configure personal speed dial numbers by following these steps:

1 Press the SA line button. 2 Enter *601* + <speed dial index number 1 - 9> + * + <extension>. 3 Press the # button to store the number.

Example: SA button + *601*2*12345 + #

You can change or delete any personal speed dial number that you previously configured using the Telephone User Interface.

Speed Dialing 61

To change or delete a previously configured speed dial number:

1 Press the Program button. The Main menu appears. 2 Press [3] to access the Speed Dial menu.

The Display Panel shows the configured number, for example:

Speed dial 1:

1001

To locate the speed dial number you want to change or delete, press

the speed dial number (1 through 9) or use the up and down scroll

buttons

3 To change or delete an existing speed dial number, press the # key and

then use the second soft button to delete each digit.

4 To store the number, press the # button.

Dialing Personal

Speed Dial Numbers

The method you use to dial a configured speed dial number depends on your phone and whether or not the number is mapped to a speed dial Access button.

To dial a number configured as a speed dial on a VCX phone with one or more speed dial Access buttons, press the appropriate button. If the number is not associated with a button, use the next procedure.

To dial a configured speed dial number on any VCX phone:

1 Pick up the handset. 2 Press Feature. 3 Enter the feature code associated with the number you want to dial.

For example, if the number you want to speed dial is mapped to

dial 2

Alternatively, you can skip pressing the Feature button and enter:

, enter the following through the Telephone User Interface:

Feature + 601 + 2

*601*2

Note that, with this syntax, you cannot enter *602.

Speed

62 CHAPTER 6: STANDARD FEATURES

You can also use the following method to dial a speed dial number on any VCX phone:

1 Press the Program button.

The Display Panel lists the first speed dial, for example:

Speed dial 1: 1001

Use the up and down scroll buttons to locate the speed dial number you want to dial.

2 Press the first soft button under the Display Panel.

Your phone dials the number.

To exit the speed dial list in the Display Panel, press the third soft button.

In addition to using the Program menu to list personal speed dial numbers, you can view the personal speed dial numbers configured on your phone by pressing the Top Right Button next to the Display Panel or by entering Feature + 463.

Dialing System Speed

Dial Numbers

The administrator can set up system-wide speed dials for numbers that are dialed frequently by many internal users. You can view the system-wide speed dial list through the VCX User Interface (see

Chapter 7

using the telephone display panel.

To use a system speed dial number:

1 Pick up the handset 2 Press the Feature button plus 700 plus the system-wide speed dial

number for the number that you want to call. Alternatively, you can scroll to System Speed Dials on the Display Panel, press Slct, scroll to the number that you want to dial, and press Slct again.

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

In addition to using the Program menu to list system speed dial numbers, you can view the system speed dial numbers configured on your phone by pressing the Middle Right Button next to the Display Panel or by entering Feature + 464.

for information) or you can view and dial numbers from it

Call Forwarding 63

Call Forwarding This section describes how to enable and use call forwarding features set

up through the Telephone User Interface (TUI). You can also configure and enable call forwarding through the VCX User Interface. See Enabling

Call Forwarding.

You can use the TUI on your phone to specify:

■ Where you want your call to be forwarded

■ The condition that results in the system forwarding a call:

■ Ring No Answer — Redirects incoming calls to another

destination when your phone rings for a configured time period (the default is 20 seconds). You can forward all unanswered calls by enabling Call Forward Ring No Answer (feature code 466) and entering the number to which you want the calls forwarded.

■ Busy Line —Redirects incoming calls to another destination when

your phone is busy. If you have multiple lines, busy means that all lines are in use. You can forward all calls that come in when your lines are busy by enabling Call Forward Busy (feature code 467) and entering the number to which you want the calls forwarded.

Call Forward Ring No

Answer

■ All Calls — Redirects incoming calls to another destination

unconditionally. Use this feature, also called Forward Universal, when you plan to be away from your phone for an extended period of time. You can forward all unanswered calls by enabling Call Forward All (feature code 465) and entering the number to which you want the calls forwarded.

You can also use the VCX User Interface to configure Call Forward, Fall Back to Coverage. When you enable this feature, a forwarded call that is not answered at the forwarding destination falls back to your extension's coverage (either voicemail or Auto Attendant). See Enabling Call

Forwarding.

To forward your calls to another extension when your extension is not answered:

1 Press Feature + 466. 2 Use the keypad to enter the phone number to which you want to

forward your calls.

To disable Call Forward Ring No Answer, repeat step 1.

64 CHAPTER 6: STANDARD FEATURES

Call Forward Busy

Line

Call Forward

Universal

Call Park Use the Call Park feature to place a call in a holding pattern and make it

To forward your calls to another extension when all your lines are busy:

1 Press Feature + 467. 2 Use the keypad to enter the phone number to which you want to

forward your calls.

To d is a bl e Call Forward Busy Line, repeat step 1.

To forward all your calls to another extension:

1 Press Feature + 465 (all phones). 2 Use the keypad to enter the phone number to which you want to

forward your calls.

To d is a bl e Call Forward All, repeat step 1.

available for you or for another user to pick up from any telephone on the system by dialing the Call Park extension.

The Call Park feature is useful when the recipient is elsewhere in the building or you want to continue a call on another telephone 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 you (or another user) use to retrieve it. The default Call Park extension numbers are 800 through 899 inclusive. Ask your administrator to verify the Call Park extensions for your location. If the specified Call Park extension is in use or if no extension is specified, VCX selects the next available Call Park extension.

A call remains parked for 5 minutes. This default value can be adjusted by your administrator. If the call is not answered 5 minutes after it is parked, the user who parked the call is called back. If the user is not available, the parked call is forwarded to the user’s call coverage point.

Paging 65

To park a call:

1 While you are on a call, press the Call Park button or press

Feature + 444. The Display Panel shows a default Call Park extension.

2 Press the Call Park button (or press Feature + 120) to park the call using

the default extension, or use the telephone keypad to enter a Call Park extension from the list of extensions at your location. Notify another user about the parked call.

a Select an Access button for outgoing calls and dial the user’s

extension. b When the call is answered, tell the user the Call Park extension

number, for example 818. c Hang up.

The user dials the Call Park number and the system connects the call

automatically.

3 To retrieve a parked call yourself:

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

The system connects you to the parked call.

Paging Paging lets you activate the speakers and broadcast a message to all of

the available phones in a paging group. Your administrator defines the members of a paging group and an extension to dial to page that group. A phone in a group is available to receive pages if it has a speaker, unless:

■ the phone is not logged in

■ the phone has a call ringing, connected, or on hold

■ the phone has Do Not Disturb, Call Forwarding, or Forward to

Voicemail enabled.

Note that you do not need to be a member of a page group to send a page to that group; you just need to know the extension for that group.

A page is subject to the following restrictions:

■ You cannot park, transfer, hold, conference, or pick up a page.

66 CHAPTER 6: STANDARD FEATURES

■ You cannot camp on a page group extension.

■ A page cannot be bridged.

If you are sending or receiving a page, you can drop the page by using the speaker button to disconnect the page, by picking up and replacing the receiver, or by pressing the Release button.

Paging a Group You can view the page groups, the group extensions, and the members

of those groups by accessing the VCX User Interface (see Accessing the

VCX User Interface).

To page a group:

1 Pick up the handset. 2 Dial the appropriate page group extension.

When you dial the page group extension, speakers are activated on the telephones that are members of the group.

3 Speak the message you want to broadcast into the handset. 4 Hang up when you are finished.

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

telephone.

There are two types of call pickup:

■ Directed Call Pickup — Allows you to answer a call ringing on the

phone of a specific user. Both you and the other user must be members of the same Directed Call Pickup group. Each Directed Call Pickup group is assigned a security code by the administrator. You must enter this security code when using Directed Call Pickup to answer a call.

■ Group Call Pickup — Allows you to answer a call ringing on the

phone of any user who is a member of a configured Group Call Pickup group. A Group Call Pickup group is a collection of phones that allow each member of the group to answer another member's calls. Your administrator can also configure a Group Call Pickup group that allows non-group members to answer a call ringing on a phone in the group.

Call Pickup 67

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

1 Pick up your handset. 2 Press Feature + 455.

The Display Panel prompts you to enter your group security code.

3 Enter the your group security code.

The Display Panel prompts you to enter the extension of the ringing phone.

4 Enter the extension number.

Alternatively for steps 2, 3, and 4, you can enter feature code (455), group security code, and the extension of the ringing phone in the following format:

*455*<group code>*<extension>

The call is directed to your telephone.

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

Call Pickup

Interaction With

Other Features

1 Pick up your handset. 2 Dial the Group Call Pickup extension.

The call is directed to your telephone.

This section describes how call pickup interacts with other VCX phone features. Note the following considerations:

■ Call Forwarding — If both the phone forwarding a call and the

phone receiving the forwarded call belong to the same call pickup

group, then any member of the group may answer the call.

■ Camp On — A call pickup group member or a directed call pickup

user cannot answer a camp on callback call.

■ Conference Calls — A conference call cannot be picked up at

another extension. A conference originator can, however, pick up a

call and add it to the conference call.

■ Display Panel — When you pick up a call, the telephone Display

Panel shows a confirmation message, for example,

PickUp Marie x3434.

■ Hunt Groups — A call pickup group member can also be a member

of a hunt group. Call pickup group members can use either directed

68 CHAPTER 6: STANDARD FEATURES

call pickup or group call pick up to answer a call that is ringing at another group member's telephone.

■ Speed Dials — You or your administrator can assign the following to

a speed dial button:

■ The feature code for directed call pickup (455).

■ Only the feature code for directed call pickup (455).

Silent Monitor and Barge In

The VCX system supports Silent Monitor and Barge In. These two features are typically used in call centers to allow supervisors to listen to (monitor) and optionally join (barge in) a conversation between an agent and a customer to ensure proper customer support. Unless the supervisor barges in, neither the agent or the customer are aware that the supervisor is monitoring the call.

To invoke Silent Monitor, the supervisor enters a feature code followed by the extension to be monitored (see Monitoring a Call this case, is defined as a user who is allowed to invoke the Silent Monitor feature for that particular extension. Permission to monitor one or more extensions is configured through the VCX Administrator Interface (see the VCX Administration Guide). The supervisor must use a phone with a Display Panel (not a 3Com Model 3100 Entry Telephone). If a supervisor attempts to monitor an extension without permission, the supervisor hears an error tone and the LCD shows and the monitored agent can be located at different sites.

If a supervisor attempts to monitor an agent’s extension, the supervisor phone LCD will display the error message

■ The agent is not logged in.

■ The agent is not on a call.

■ The agent is currently monitored by another supervisor.

Unauthorized. The supervisor

no calls to supervise if:

). The supervisor, in

While in Silent Monitor mode, the supervisor can join the conversation by entering the feature code for Barge In. After barging in, the supervisor can return to Silent Monitor mode by reentering the Silent Monitor feature code. See Barging In

A user can ensure a private call by blocking Silent Monitor and Barge In. To make a private call, the user enters a feature code before dialing the call.

Silent Monitor and Barge In 69

Note the following Silent Monitor and Barge In feature conditions and restrictions:

■ Multiple supervisors cannot monitor the same extension at the same

time.

■ If an agent parks a monitored call, initiates a conference, or transfers

the call, the supervisor will be disconnected from the session.

■ If a supervisor attempts to park, conference, or transfer a monitored

call, the action will be ignored and the Display Panel shows

supported operation

■ If a customer or agent terminates a monitored call by hanging up, the

supervisor will be disconnected from the session.

■ Supervisors cannot monitor conference calls.

■ The agent, the customer, and the supervisor can place a monitored

call on hold. The results depend on who places the call on hold and

whether or not Music On Hold (MOH) is enabled.

■ If the VCX call processor fails during an established silent monitoring

or barge in session, the audio is not affected. However, none of the

parties in the call can invoke mid-call features.

■ The supervisor can monitor a Hunt Group call by selecting the

member's extension, not the Hunt Group's extension.

Not

■ Bridge line connected calls can be monitored by selecting the

extension of the connected party (primary or secondary, depending on

who is connected).

Monitoring a Call Silent Monitor allows a supervisor to listen to calls that come in to an

agent’s extension. The supervisor must be granted explicit permission by the VCX administrator to monitor one or more extensions. If you have been granted monitoring privileges, your administrator will give you a list of the extensions you can monitor.

To monitor a call on an agent’s extension by entering a feature code:

1 Pick up the handset. 2 Press Feature + 425. 3 Enter the extension of the agent you want to monitor and press #.

Alternatively you can combine steps 2 and 3 by using the following single command after picking up the handset:

70 CHAPTER 6: STANDARD FEATURES

*425*<extension>

For <extension>, you can either enter the phone extension of the agent, press a speed dial button mapped to that extension, or press a bridge line button (Basic phones do not support bridging) mapped to that extension.

To terminate participation in a monitored call, hang up. This has no effect on agent-customer communication (the agent-customer session remains active).

If you want to join a monitored call, see the following section, Barging In

Barging In Barge In allows a supervisor to speak to the agent and customer during a

monitored call. While you are silently monitoring a call, your phone

Barge In in the lower right corner of the Display Panel. If you

SilentM.

Blocking Call

Monitoring

shows barge in to the call, the display changes to

You can use Soft button 3 (the button just below Barge In or SilentM to toggle between silent monitor mode and barge in mode.

Alternatively, to barge in when you are monitoring a call, press Feature +

428. To return to silent monitor mode, press Feature + 425.

To terminate participation in a barged in call, hang up. This has no effect on agent-customer communication (the agent-customer session remains active).

An agent can prevent a supervisor from monitoring an outgoing call. This allows the agent to make private call. Monitor blocking can be enabled for one call at a time. That is, an agent cannot enable the monitor blocking feature for all subsequent calls. Furthermore, this feature works for outgoing calls only; the agent cannot block monitoring for an incoming call.

Note the following blocking considerations for call monitoring

■ Blocking can be invoked before dialing a call or during a call.

■ The monitor blocking feature can be mapped to a button.

■ After invoking monitor blocking for a call, monitoring is blocked for

the duration of that call. If the call is disconnected (during transfer or a call park, for example), blocking is disabled and the call can be

Remote Call Forward 71

monitored. If the call is reconnected (for a park timeout, for example),

blocking is disabled and the call can be monitored.

■ Blocking is effective only for calls that can be monitored. For example,

invoking monitor blocking for a conference call has no effect on the

call because conference calls cannot be monitored.

To block call monitoring on an agent extension to make a private call:

1 Pick up the handset. 2 Press Feature + 429.

The Display Panel shows the following prompt:

Enter the phone number:

Press # to complete!

3 Enter the extension of the private call and press #.

Alternatively you can combine steps 2 and 3 by using the following single command after picking up the handset:

*429*<extension>

For <extension>, you can either enter the private phone extension or press a speed dial button mapped to that extension.

Remote Call Forward

The Remote Call Forward feature allows you to configure the forwarding options of a phone from another phone in the network. This is useful if, for example, a person A is on vacation and all of person A’s calls must be forwarded to person B. This feature enables person B to configure Call Forward Universal on the source phone (person A). Note that person A can be at one site and person B can be at a different site.

The VCX administrator must authorize use of the Remote Call Forward feature. For example, if the administrator authorizes you to change person A’s forwarding options, you can enter a feature code (468) and redirect person A’s calls to any other extension, including your own.

When successfully configured, the remote (destination) phone’s LED (if available) will flash for all forwarded calls, and the LCD will also display a call forward message.

72 CHAPTER 6: STANDARD FEATURES

To remotely enable a phone to forward calls to another extension:

1 Pick up the handset. 2 Press Feature + 468.

The Display Panel prompts you to enter the remote phone number.

3 Enter the extension of the phone whose calls you want to forward and

press #. The Display Panel prompts you to enter the extension of the phone that

will receive the forwarded calls.

4 Enter the extension of the phone that will receive forwarded calls and

press #. Alternatively, you can combine steps 2, 3, and 4 by entering the following

command:

*468*<source extension>*<destination extension>

Remote call forwarding can be disabled either on the phone that set up remote call forwarding or on the extension whose calls you no longer want to remotely forward.

For example, extension 1001 has used feature code 468 to specify that all of extension 1000’s calls be forwarded to extension 1002. You can disable remote call forwarding on extension 1000 or 1001:

■ On extension 1001:

a Press Feature + 468. b Enter the extension whose calls you no longer want to remotely

forward (in this case, 1000) and press #. The Display Panel shows the extension of the phone receiving the

forwarded calls (in this case, 1002).

c Delete the extension number by pressing Soft button 3, followed by

Soft button 2, then press #.

■ On extension 1000, press Feature + 465.

Hunt Groups Your administrator can establish formal and informal call centers so that

incoming calls can be directed to several telephones that have been associated into hunt groups.

Hunt Groups 73

A call center is a general term that refers to any system that accepts incoming calls to a site, ensures that those calls are sent to the proper destination within the site, and manages database records on call activity and distribution. The call center can be used, for example, as a help desk, a reservations counter, an information hotline, or a customer service center.

Incoming calls that arrive at your company can go either to:

■ Your extension and the call coverage point you have set up (see

Configuring a Call Coverage Point

■ A hunt group that follows the call coverage path assigned by an

administrator for that group.

A hunt group is a group of VCX phone extensions that are configured under a virtual extension. An incoming call to the virtual extension rings on the phone of one hunt group member. If that member’s telephone is in use, or if that member does not answer the call, the system “hunts” for another member of the group until the call is answered or is forwarded to the group call coverage point. For example, if there are no available members of the hunt group, the call might be forwarded to a group mailbox or to the receptionist. In addition, hunt group members can be in a distributed environment across multiple sites in the Enterprise.

An administrator can configure a hunt group in which all members are fax machines. Incoming faxes are routed to an available fax machine. Depending on the type of hunt group configured, if no fax machine is available, pending faxes may be queued until a machine becomes available or they may be sent to the call coverage point.

The method used to hunt for an available hunt group member is determined by an administrator-configured call coverage pattern for that group. Pattern types include linear, circular, and calling groups. These patterns are described in Hunt Group Types

If you dial a hunt group number using SA1, and then press the SA1 button while the call is ringing the hunt group number, the hunt group call does not disconnect. To disconnect a call while dialing a hunt group, press the hookswitch or hang up the phone.

If you are a member of a hunt group, your administrator should provide the following information:

74 CHAPTER 6: STANDARD FEATURES

■ The type of hunt group to which you belong. The hunt group type

determines the ringing pattern followed by incoming calls. See Hunt

Group Types.

■ Your hunt group number. You need this number to log in to the hunt

group. You must be logged in to receive calls directed to the hunt group. See Logging In to a Hunt Group

You can be a member of, and logged in to, multiple hunt groups, which may be of different hunt group types.

As a hunt group member, you should also be aware of how hunt group calls work with other VCX phone features, such as call conferencing. See

Hunt Group Interaction With Other Features

Hunt Group Types The type of hunt group to which you belong determines how incoming

calls are allocated to group members. Your administrator can configure a linear hunt group, a circular hunt group, and a calling group.

To illustrate the differences between hunt group types, assume the administrator has configured four members for each type: A, B, C, and D. Note that a member must be logged in to both the VCX system and the hunt group to receive a call.

■ Linear Hunt Group — An incoming call always rings at the first

member phone of the group, then, if the call is not answered, at the phone of the next member in the group list.

For example, if A, B, C, and D are all available, an incoming call will always ring first at member A’s extension. If A does not answer, the call is routed to member B’s extension, and so on until the last member of the group is reached. If no member is available, the call is routed to the call coverage point immediately. When the total timeout value configured for the group is reached or the last hunt group member fails to answer (whichever happens first), the call is routed to the call coverage point (see the discussion of timeout values and call coverage points later in this section).

■ Circular Hunt Group — An incoming call rings at the member phone

following the member to whom the last call was routed. If the call is not answered, the call rings at the phone of the next member in the group list.

For example, if A, B, C, and D are all available and member B received that last call, the next call will ring at member C’s extension. If C does

Hunt Groups 75

not answer, the call is routed to member D’s extension, and so on until

the total timeout value for the group is reached (see the discussion of

timeout values later in this section).

■ Calling Group — An incoming call simultaneously rings on all

member phones that are logged in, even if a member is on another

call.

For example, if A, B, C, and D are all available, an incoming call will

ring simultaneously at all four extensions until the total timeout value

for the group is reached (see the discussion of timeout values later in

this section).

For each hunt group type, your administrator configures two timeout values:

■ Device Timeout — Specifies how long the VCX call processor rings at

one extension before moving to the next extension if there is no

answer.

■ Total Timeout — Specifies how long the VCX call processor attempts

to make a connection within the hunt group before directing the call

to the hunt group’s default call coverage point. The administrator can

configure the call coverage point to be:

■ A voice mailbox

■ Another hunt group

■ An individual extension

■ An Auto Attendant number

■ An external phone number

Ask your administrator for information on timeout values and your hunt group’s default call coverage point.

Ta bl e 6

Tab le 6 Hunt Group Behavior

Condition

No members Go to call coverage. Go to call coverage. Go to call coverage. All members logged out Go to call coverage. Wait for a member to log

summarizes how the three hunt group types route incoming calls.

Linear Hunt Group Result

Circular Hunt Group Result

in or until total timeout reached.

Calling Group Result

Go to call coverage.

76 CHAPTER 6: STANDARD FEATURES

Tabl e 6 Hunt Group Behavior (continued)

Condition

All members busy Go to call coverage. Wait for a member to

All members available Route call to first member

Total timeout reached Go to call coverage. Go to call coverage. Go to call coverage.

Logging In to a Hunt

Group

Linear Hunt Group Result

in the list.

Hunt Group calls routed to a call coverage point always go to the point configured for the Hunt Group, not to the point configured for (or by) the Hunt Group member (that is, the member’s personal call coverage point). If the member has Do Not Disturb enabled, personal (non-Hunt Group) calls go to the call coverage point. However, Hunt Group calls always ring on a member’s phone, regardless of the Do Not Disturb setting.

When your administrator gives you your hunt group membership information, you can log in to your hunt group (or groups if you have been assigned membership in multiple groups). You must be logged in to a hunt group to receive calls for that group.

Circular Hunt Group Result

become available or until total timeout reached.

Route call to the member following the member to whom the last call was routed.

Calling Group Result

Queue the call and wait for an available member or until total timeout reached.

Ring all member phones.

You must be logged in to your VCX system account before you can log in to a hunt group. If you are not logged in to the VCX system, which requires password authentication, you cannot log in to a hunt group. See the overview section for your phone in this guide.

You log in to a hunt group by entering feature code followed by hunt group number. If you are already logged in, entering the same feature code and hunt group number logs you out. You can also log in to and log out of a hunt group through the VCX User Interface (see Viewing Hunt

Group Membership and Status).

To log in to a hunt group using a feature code:

1 Press Feature + 971.

The Display Panel shows a prompt requesting a hunt group number.

2 Enter the hunt group number, then press #.

Hunt Groups 77

The Display Panel indicates that your hunt group login status has changed.

Alternatively, you can combine steps 1 and 2 by entering the following single command:

*971*<hunt group number>

You can display all the hunt groups you are currently logged in to by pressing Feature + 972 (see Viewing Hunt Group Membership and

Status).

Hunt Group

Interaction With

Other Features

This section describes how participation in a hunt group interacts with other VCX phone features. Note the following considerations:

■ A hunt group member that is logged into a hunt group then initiates a

malicious call trace on a call, is immediately logged off of all hunt

groups that they belong to. All directly-dialed internal calls can still be

accepted by that member.

■ A hunt group call can be added to a conference. The member

receiving the call can conference with another extension or with

another hunt group. Both announced and unannounced conferences

are supported (see Setting up a Conference Call

■ A hunt group call can be put on hold and taken off hold without

losing the caller.

■ If a hunt group member puts a call on hold, that member can

receive other calls.

■ A hunt group caller on hold will hear hunt group Music On Hold.

■ A hunt group call can be parked and then picked up by any user on

the same site.

■ If the VCX phone has Hands Free enabled, an incoming call to a hunt

group will not be picked up automatically.

■ A hunt group member’s personal phone settings (for example, Call

Forward, Call Coverage point, and Do Not Disturb) are not invoked on

Hunt Group calls.

■ An external call to a private user (someone not in the hunt group) can

be transferred to a hunt group.

■ Both attended and unattended call transfers are allowed for calls to a

hunt group or from a hunt group.

78 CHAPTER 6: STANDARD FEATURES

■ After reaching an Auto Attendant, a caller can enter a hunt group

extension and be transferred to a Hunt Group.

■ Internal and external callers that are forwarded to voice mail can leave

a message and navigate through the voice mail options.

■ If a hunt group call is routed to a voice mailbox or Auto Attendant call

coverage point but the routing fails (for example, because no ports are available), the call is requeued for the hunt group.

■ Each time a call is put back in a hunt group queue, it is treated like a

new call.

■ If you are a member of one or more hunt groups, the phone message

button acts as a MWI for the hunt group voice mailbox even if you are not logged in to the hunt group. Pressing the message button displays a menu which shows number of new messages in each mailbox, including your personal mailbox. You can use the arrow navigation keys to locate a voice mailbox. Press the message button to access the selected mailbox.

Viewing Hunt Group

Membership and

Status

You can use the Telephone User Interface to view the hunt groups you belong to and your current login status for each group.

To view hunt group information enter the following feature code:

Feature + 972

The Display Panel on the phone displays the hunt groups you belong to and your current status.

Use the up and down scroll buttons to navigate through the hunt group list. The first line displays the name and number of the hunt group. The second line displays your current status.

■ Press soft button 1 below the Display Panel to change your current

■ Press soft button 2 or 3 below the Display Panel to exit from the hunt

group display.

When you change your login status, the Display Panel shows

phone number, this message appears on all phone displays. While this message appears in the Display Panel, press soft button 1 to display the

HuntGroup

. If you are logged into multiple phones using the same

Emergency Phone Number Dialing Service 79

hunt group list (same effect as pressing Feature + 972) to display the hunt group list.

You can also use the VCX User Interface to view the hunt groups you belong to and your current login status for each group.

If a hunt group member has a remote phone, that remote phone will not appear in the VCX User Interface Hunt Group Membership list, but it does appear in the administrator’s Hunt Group Membership list.

Emergency Phone Number Dialing Service

VCX phones provide the capability to dial an emergency phone number even when the phone is not logged in to a VCX system. The phone must be properly configured, connected to an operational VCX system, and the region must support this service. If the VCX system is not operational, an emergency call can be routed (optionally) directly through a PSTN media gateway. Contact your system administrator to determine the appropriate emergency number for your region.

80 CHAPTER 6: STANDARD FEATURES

USING THE VCX USER INTERFACE

This chapter describes how to access the VCX User Interface application. It also provides a description of the options available to manage your user account and VCX telephone from this web-based application. Features that require configuration through the application and, subsequently, on the telephone itself are described in more detail.

Your administrator determines whether the features in this chapter are available for your telephone or for the entire system. Some of these features may not be available to you.

This chapter includes the following topics:

■ Accessing the VCX User Interface

■ VCX User Interface Overview

■ Enabling Call Forwarding

■ Configuring a Call Coverage Point

■ Logging Out

82 CHAPTER 7: USING THE VCX USER INTERFACE

Accessing the VCX User Interface

You can use the VCX User Interface to access and manage advanced VCX telephone features, change your web login password, and modify your personal account information.

The VCX User Interface is a web-based application. Before you begin, obtain the following information from your system administrator:

■ Web login username

■ Web login password

■ Web address (URL) for the VCX User Interface

Your browser must have cookies and Java script support enabled to start a VCX User Interface provisioning session.

To log in to the VCX User Interface:

1 In your web browser’s address bar, enter the VCX User Interface web

address and press Enter.

2 On the 3Com VCX V7000 Networked Telephony Solution window,

click User Interface. The Login dialog box appears.

3 In the Username field, type your web login name. 4 In the Password field, type your web login password.

To clear the username and password fields, click Reset.

VCX User Interface Overview

5 Click Submit.

The VCX User Interface displays the Welcome window.

The Welcome window illustrates the general structure of the VCX User Interface.

The left column displays six options:

■ Welcome

■ My Extensions

■ Calling Features

■ Call Coverage

■ Groups

■ Log Out

VCX User Interface Overview 83

Each option (except Log Out) is associated with a set of tabbed pages shown on the right side of the window. When you select an option, the set of tabbed pages changes. Click on a tab to display its contents.

Each tabbed page includes a text box that describes the purpose of the page. Each text box also includes a Help button. If you need more information on a page, click Help to launch the VCX User Interface online Help system.

The following list provides a brief description of the features you can manage on each tabbed page. For detailed information, refer to the online Help. Note that some features must be enabled on the phone after configuration in the VCX User Interface. These features are noted in the list.

■ Welcome

■ Welcome — Provides an initial welcoming page that can include

current system information, such as mailbox capacity, and the number of new and saved messages.

■ My Information — Displays name and address information that

you can modify as necessary. Also enables you to change the language type and the size of the font used in your telephone’s Display Panel.

■ Web Login — Allows you to change the password you use to

access the VCX User Interface.

■ Directory — Allows you to search a directory of other system

users to find name and extension information. The directory can be either local (users whose phones are connected to the same VCX call processor) or global (all the users in a multi-site enterprise that includes regional, branch, and local offices). Search criteria can include first name, last name, extension, or location. If you do not enter search criteria, all users are displayed.

■ My Extensions

■ Call History — Allows you to view the call history for your phone,

for example, the calling and called parties, and call duration.

■ Ring Patterns — Enables you to set distinctive ringing tones to

identify the source (inside, outside, or private) of incoming calls. Inside calls are calls that originate from within the VCX network. Outside calls are calls that originate from outside the VCX network. Private calls are anonymous calls or calls with caller ID blocked.

84 CHAPTER 7: USING THE VCX USER INTERFACE

■ Bridge Permissions — This feature is not supported on Basic

3101 phones.

■ Bridged Phones — This feature is not supported on Basic 3101

phones.

You should not bridge an extension to a Basic phone (Model 3101) because these phones have no programmable access buttons. Therefore, these phones have no way of distinguishing a call to its extension and a bridged call.

■ Registrations — Lists all phones on which you are currently

logged in.

■ Passwords — Enables you to set the login password for your

phone extension. This password is also used for mailbox access and must be synchronized with IP Messaging (see the VCX User Interface online help). Passwords can be 4 digits to 9 digits. Only the numbers from 0 through 9 are allowed and the first digit cannot be 0. You cannot use the star (*) or pound (#) characters.

■ Date/Time — If you log in to a phone in another time zone, you

can use this option to update the VCX system with your current time zone information. Also allows you to change the date/time format, which is initially set by your administrator.

■ Calling Features

■ Personal Speed Dials — Allows you to set up personal speed dial

codes for up to 9 phone numbers.

■ System Speed Dials — Allows you to view the system-wide speed

dial numbers configured on your system by your administrator. You cannot add, modify, or delete a system speed dial number. However, you can export the list to a Microsoft Excel spreadsheet. See Dialing System Speed Dial Numbers

■ Call Forwarding —Allows you to control how the VCX system

handles your calls when you do not answer a call, your extension is busy, or your calls are forwarded to another extension. See

Enabling Call Forwarding

■ Selective Ringing — Enables you to configure Selective Ringing

for calls coming in from up to 10 telephone numbers. For each number, you can select one of 9 tones and for each tone you can choose to have the telephone ring once, twice, or three times.

for additional information.

VCX User Interface Overview 85

You can silence the ringer and only allow the phone to flash by selecting Ringer Disabled in the Ring Tone drop down list. You can also delay the ring of a bridged line phone or hunt group extension for a specified number of seconds.

If you configure a selective ring pattern for a telephone extension of a configured bridged line or a hunt group, that extension appears in the Hunt Group and Bridged Calls list. When an extension appears in this list, you can then change the delay time.

■ Privacy — Allows you to control whether the VCX system sends

your Caller ID when you make a call. See Controlling Caller ID

■ Call Restrictions — Allows you to block incoming and outgoing

calls that match specified patterns.

■ Call Coverage

■ Call Coverage — Allows you to set your default call coverage

point. The configured call coverage point determines the destination of a call that is either not answered in time, or cannot be answered because the destination is busy or unreachable (logged out, or disconnected from the network). The default destination for unanswered calls is voice mail. See Configuring a

Call Coverage Point.

■ Predefined Rule — A Predefined Rule allows you to create a rule

from a specified list of predefined call coverage values defined by the Administrator.

■ User Rule — A User Rule allows you to configure personal rules to

conform to your schedule.

■ Groups

■ Hunt Groups — Allows you to view the hunt groups you belong

to and your current login status for each group. See Hunt Groups

■ Page Groups — Allows you to view the page groups configured

on your system. When you dial the group page extension, speakers are activated on the telephones that are members of the group. As you speak into your handset, your voice is broadcast on the activated speakers. See Paging

■ Call Pickup Groups — Allows you to view the call pickup groups

you belong to and the other members of these call pickup groups. See Call Pickup

■ Log Out — Ends your VCX User Interface session. See Logging Out.

86 CHAPTER 7: USING THE VCX USER INTERFACE

Enabling Call Forwarding

This section describes how to enable and use call forwarding features set up through the VCX User Interface.

You can also configure and enable call forwarding through your phone’s Telephone User Interface (TUI). See Call Forwarding

You can use the VCX User Interface to set:

■ How long (in seconds) your telephone rings before the system

forwards unanswered calls

■ Where you want your call to be forwarded

■ The condition (or conditions) that result in the system forwarding a

call:

■ Ring No Answer — Redirect incoming calls to another destination

when your phone rings for a configured time period (the default is 15 seconds).

■ Busy Line —Redirect incoming calls to another destination when

your phone is busy. If you have multiple lines, busy means that all lines are in use.

■ All Calls — Redirect incoming calls to another destination

unconditionally. Use this feature when you plan to be away from your phone for an extended period of time. Also referred to as Call Forward Universal.

■ Fall Back — Return forwarded calls to your call coverage point if

the forwarding destination does not answer. When you enable this Call Forward, Fall Back to Coverage feature, a forwarded call that is not answered at the forwarding destination falls back to your extension's coverage. This call coverage point must be either voice mail or Auto Attendant (the call cannot fall back to another extension or to no coverage; see Configuring a Call Coverage

Point).

For example, a call to extension A gets forwarded to extension B if extension A is busy. Extension A has also enabled the Fall Back option. Extension A receives a call that gets forwarded to extension B. However, extension B is also busy. Instead of sending the call to extension B's coverage point or call forwarding destination, VCX returns the call to extension A's voice mail or Auto Attendant.

Configuring a Call Coverage Point 87

You can configure the Call Forward, Fall Back to Coverage feature through the VCX User Interface only. This feature cannot be configured through the Telephone User Interface.

To set up call forwarding, log in to the VCX User Interface, select the Calling Features option, then access the Call Forwarding tabbed page. Enable the appropriate forwarding conditions and click Save.

If you configure and enable any call forwarding option through the VCX User Interface, the option becomes effective immediately.

Your administrator may prevent you from configuring Call Forward All, Call Forward Ring No Answer, or Call Forward Busy to an external (outside the enterprise) number. See your administrator for information.

Configuring a Call Coverage Point

A call coverage point determines how the VCX system treats an unanswered call. A call is considered unanswered for the following reasons:

■ The call rings and is not answered before the call coverage ring

timeout value is reached. The default timeout value is 20 seconds.

Note that any enabled Call Forward settings take precedence over Call

Coverage Point settings. Furthermore, the Call Forward - Ring No

Answer feature also has a ring timeout value. The default timeout

value for this feature is 15 seconds. The Ring No Answer timeout value

has priority over the call coverage timeout value. If the Ring No

Answer timeout value is greater than the call coverage timeout value,

the call coverage timer is ignored so the call can be forwarded to the

Call Forward destination.

■ The call cannot be answered because the destination is busy or

unreachable (logged out or disconnected from the network).

The default call coverage point is voice mail. However, your administrator can specify a different default for all subscribers by creating a Predefined rule, or you can set your own call coverage point by creating a User rule. There are three possible call coverage points:

■ Voice mail (the default)

The Call Forwarding Fall Back option can only be enabled when the

call coverage is set to the Send to Voice Mail option. The Call

88 CHAPTER 7: USING THE VCX USER INTERFACE

Forwarding Fall Back option must be disabled if the Send to Number or No Coverage option is selected.

■ A telephone number (internal, external or auto attendant)

Call coverage can be set to an auto attendant by entering the auto attendant number in the Send to Number box. If an auto attendant is configured, the Call Forwarding Fall Back option must be disabled.

■ No coverage

If the No Coverage option is selected and a call is not answered, the caller will hear a busy tone or an error message depending on the reason for the unanswered call.

If you enable Do Not Disturb on your phone, calls will automatically go to the call coverage point, which may or may not be voice mail.

The call coverage point must be set through the VCX User Interface (or the Administrator Interface). It cannot be set through the Telephone User Interface.

Logging Out To log out of the VCX User Interface, follow these steps:

1 From any screen, click the Log Out button just above the copyright

notice. The Login screen appears.

2 Close your web browser.

TELEPHONE INSTALLATION AND

MAINTENANCE

This chapter covers these topics:

■ Connecting the Telephone

■ Attaching and Adjusting the Articulating Support Bracket

■ Opening the 3105 Attendant Console Label Cover

■ Attaching and Adjusting the Fixed Support Bracket

■ Moving Your Telephone

■ Swapping Telephones

■ Cleaning Your Telephone

■ Troubleshooting Problems

90 APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE

Connecting the Telephone

Although the connector layout varies between telephones, all VCX telephones and attendant consoles use these symbols to identify the connectors:

Power connection for an AC power adapter.

Network connection. Connects the device to the network. A powered Ethernet cable that conforms to the Power over Ethernet (IEEE 802.3af) standard is acceptable for:

■ 3Com 3101 Basic Telephones

■ 3Com 3102 Business Telephones

■ 3Com 3103 Manager’s Telephones

■ 3Com 3105 Attendant Consoles

■ Older 3Com telephones that include “PE” in the part number.

Switch port for connecting a computer or other network device, such as an VCX Attendant Console, to the network.

Handset connector.

Figure 4

example of possible connection points. Connection details for each type of VCX device are listed on the packing sheet that is shipped with the device.

shows underside of the VCX 3102 Business Telephone as an

Figure 4 Underside of the VCX 3102 Business Telephone

1234

Attaching and Adjusting the Articulating Support Bracket 91

CAUTION:

telephone wiring. Your telephone connects to the VCX system through an RJ-45 LAN connector instead of an RJ-11 telephone connector. Your telephone will not work unless it is connected properly. Ask your administrator if you have questions about your telephone connection.

The underside of an VCX telephone or attendant console includes:

1 AC power adapter connection 2 Ethernet connector for connection to the LAN 3 Ethernet connector for an optional connection to your desktop

computer.

4 Handset connector 5 Headset connector (3102 and 3103 only) 6 Tabs for the support bracket

For information about the underside of each VCX Telephone, and for information about how to connect any VCX Telephone or Attendant Console to a Power over Ethernet source, see the packing sheet that comes with the device.

Strain relief clamps are built into the 3101/3102/3105 support bracket.

The VCX system operates over the LAN, not through traditional

Attaching and Adjusting the Articulating Support Bracket

The articulating support bracket is common to the following devices:

■ 3Com 3105 Attendant Console

■ 3Com 3101 and 3101SP Basic Telephones

Figure 5, Figure 6, and Figure 7 show a 3102 Telephone. The instructions

apply to all telephones.

92 APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE

Figure 5 Attaching the Support Bracket

Figure 6 Adjusting the Support Bracket

To attach the support bracket, 1, snap the bracket into the mounting supports 2, on the bottom of the telephone.

After you connect the

cables to the phone, press the cables into the cable management clamps 3, on the stand.

To adjust the support bracket, press to release the lock tab 1, rotate the bracket to the position that you want, and then release the lock tab.

Attaching and Adjusting the Fixed Support Bracket 93

Figure 7 Wall Mounting a 3102 Telephone

When you mount a 3101, 3101SP, 3102, or 3103 telephone on a wall, attach the support bracket and adjust it so that the bottom of the support bracket rests against the bottom supports on the telephone, 1.

Safe wall mounting requires 3/4-inch drywall and 1.5-inch drywall screws.

Attaching and Adjusting the Fixed Support Bracket

Low-Profile and

High-Profile Positions

The fixed support bracket can be attached in low profile, high profile, or wall mount positions. Tabs on the underside of the telephone slip into slots on the bracket, and the opposite mounting points snap into place.

In Figure 8 VCX Telephone in the low-profile and high-profile desktop positions.

, the support bracket is outlined to show you how to install the

94 APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE

Figure 8 Low-Profile and High-Profile Desktop Positions

Wall-Mount Position To mount an VCX 2102 telephone on a wall, put the bracket on the

opposite end of the telephone in the low-profile position. Pull and twist the knob on the underside of the phone 90 degrees (Figure 9 spring- loaded peg projects out on the top of the phone (Item 1 in

Figure 10

Figure 9 Knob for the Handset Support Peg

) so that the

Attaching and Adjusting the Fixed Support Bracket 95

Figure 10 shows an VCX 2102 Telephone in the wall-mount position.

Safe wall mounting requires 3/4-inch drywall and 1.5-inch drywall screws.

Figure 10 Wall-Mount Position

1 Handset support peg

Security Wall-Mount

Bracket

2 Wall with a solid backing 3 Support bracket in the low-profile position on opposite end of telephone

Every VCX telephone can be fitted with an optional security wall-mount bracket that ensures that the device cannot be removed by unauthorized persons. For how to order this bracket, consult your 3Com VCX Voice-Authorized Partner. Read and follow the instructions that come with the bracket.

96 APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE

Opening the 3105 Attendant Console Label Cover

Moving Your Telephone

For instructions on how to create and print labels, see Printing Labels on

page 24

Figure 11 3105 Attendant Console Label Cover Tabs

After you print the labels and then cut them out, remove the plastic cover from the Attendant Console by pulling up on the two tabs at the top of the Attendant Console until the top of the cover pops off.

Each VCX telephones is uniquely identified by an IP address. You can move your telephone to another location within your calling domain, connect it to any Ethernet jack on the LAN, and still maintain all of your personalized features, speed dials, and extension number.

Swapping Telephones

Your administrator assigns a password for your telephone. This password associates your telephone extension (and mailbox) with your account. This may allow you to configure another VCX phone in the system to duplicate your primary phone. This means if you are away from your primary phone (for example, in a different office), you can program the local phone to use your extension. Any calls made to your extension will ring in both locations and you can access your mailbox from either phone. See the overview section in the chapter that describes your telephone for more information.

Cleaning Your Telephone 97

Cleaning Your Telephone

Troubleshooting Problems

Always unplug your telephone from the power source and from the network before you clean it. Use a soft cloth dampened with mild detergent.

WARNING: Failure to unplug the telephone before you clean it could result in electrical shock.

Ta bl e 7 lists possible problems that you may encounter and the most

likely solutions. Where possible, each solution refers to the section in this guide where you can find detailed information.

Tab le 7 Possible Problems

Possible Problem Suggested Solutions

My telephone has no dial tone and the display panel is blank.

My telephone has “locked up.”

Callers cannot leave messages on my voice mail.

When I dial 9 or 8 to access an outside line, the display panel shows “All Ports Busy.”

My telephone is not forwarding my incoming calls to my voice mailbox.

■ Verify that the power cord is fully inserted in the

correct connector on the underside of the telephone. Use the strain relief tab to prevent the cord from becoming unplugged.

■ Verify that the Ethernet cables are connected and

that each cable is in the proper connection.

■ Remove and add power to the telephone by

unplugging the power cord at the electric outlet and plugging it back in.

■ If the telephone is powered through a powered

Ethernet cable, make sure that power is applied to the cable at its source.

■ Your telephone has lost the connection to the

system. Remove the Ethernet cord from the jack, and then re-insert it into the jack.

■ Wait a few seconds. If the telephone display panel

still appears to be locked, disconnect the electrical power for your telephone, and then plug it back in.

Your mailbox may be full. Log in to your voice mailbox and delete some messages.

No outside lines are available. Try again in a few minutes.

Verify that you have activated the Forward to Voice Mail feature. For details, see Forwarding Calls to Voice

Mail.

98 APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE

Tab le 7 Possible Problems (continued)

Possible Problem Suggested Solutions

On my VCX Business Telephone, I added a One-Touch speed dial, but the telephone does not dial that number.

(continued)

My telephone keeps ringing after I pick up the handset.

The display panel shows “Wait for NCP.”

Verify that you have correctly set up speed dialing. For details, see

■ Your telephone may have lost connection to the

system immediately after a call came in. Remove the Ethernet cord from the jack, then re-insert it into the wall jack.

■ Wait a few seconds. If the telephone continues to

ring, disconnect the electrical power for your telephone, and then plug it back in.

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

Speed Dialing.

INDEX

Numbers

3101 Basic Telephone

figure and features 16 line status lights 20 programmable access buttons 19

3105 Attendant Console 21

creating labels 24 figure and features 23 overview 22

access buttons

3101 Basic Telephone 19 accessing the VCX User Interface 82 all calls (call forwarding)

set through VCX User interface 86 All Ports Busy message 97 answering a call 30

Barge In 68 bracket

2102, 2102-IR, security wall-mount 95

3101 and 3101SP, telephone support 91 bridging extensions

enabling 88 busy line (call forwarding)

set through VCX User interface 86

set with a feature code 63

call coverage

forwarding calls to 87 call fallback (call forwarding) 86 call forward

problems with 97 call forwarding

all calls 63, 86

busy line 63, 86

ring no answer 63, 86

setting up 86

call history

through the VCX User Interface 83

viewing 50 call park 64 call pickup 66

feature interaction 67 call waiting 58 Caller ID

sending or blocking 52 caller ID

controlling 88 calling Hunt Group 75 calls

answering 30

answering a second call 30, 36

answering for a group 66

answering for another user 66

camp on 55

dialing a second call 36

dropping 33

forwarding to call coverage 87

forwarding to voicemail 57

forwarding using feature codes 63

forwarding using the VCX User interface 86

holding 36

making 30

missed 34

muting 38

parking 64

redialing 31

tracing a malicious call 40

transferring 36 camp on 55 circular Hunt Group 74 Class of Service

overriding 32 cleaning telephones 97 conference call

announced 53

cascaded conference 54

dropping recipients 54

setting up 53

unannounced 53

100 INDEX

configuration

interface options 14

connecting telephones

caution, RJ-45 versus RJ-11 jacks 91 electrical power 90

Console Manager Software 21

features 26

dial tone, troubleshooting an NBX Telephone 97 dialing a remote office

using a unique extension 31 dialing while on a call 36 directed call pickup 66 directory of users

global 51

local 51 display panel

using 50 Do Not Disturb

activating 39 dropping calls 33

electrical shock, avoiding 97 emergency phone number dialing service 79 extensions

bridging 88

feature codes 43 forward universal (call forwarding)

set through VCX User interface 86

set with a feature code 63 forwarding a call to a remote location 71 forwarding calls 63, 86

global user directory 51 group call pickup 66 group paging 65

feature code 78 feature interaction 77 linear 74 log in or log out feature code 76 logging in 76 overview 72 timeout values 75 types 74 viewing membership and status 78

joining a monitored call 68

line status lights

3101 Basic Telephones 20 linear Hunt Group 74 local user directory 51 logging in 28

mailbox

setup 13 making calls 30 Malicious Call Trace 40 message waiting indicator

3101 and 3101SP Basic Telephones 17 microphone

3101SP Basic Telephone 18 missed calls 34 monitoring calls 68

barging in 68 moving telephones 96 music on hold 36 mute ringer 39 muting calls 38 MWI

see message waiting indicators

overview 12

holding a call 36 Hunt Groups

access numbers 74 calling 75 circular 74

paging 65 parking a call 64 password 28

changing 29

for telephone and mailbox access 84

3Com V7000 User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

ABOUT THIS GUIDE

Conventions Table 1 and Table 2 list conventions that are used throughout this guide.

Figures This guide provides figures and screen captures that contain sample data.

Related Documentation

Comments Send e-mail comments about this guide or about any Voice product

GETTING STARTED

VCX Telephone Overview

Initial Voice Mailbox Setup

Configuration Options

Additional Information Sources

Buttons and Controls

Figure 2 Access Buttons

Status Lights for System Appearance Buttons

■ 3105 Attendant Console — A device that works along with VCX

3105 Attendant Console

Access Buttons The 50 Access buttons on an 3105 Attendant Console can each have two

Feature Buttons The four Feature buttons are programmed for four of the five most

Printing Labels To create, print, and save labels for your Attendant Console (or any VCX

BASIC TELEPHONE OPERATION

Logging In to Your Telephone

Answering a Call To answer an incoming call, lift the handset.

Making Calls This section describes standard dialing features.

Making Internal Calls To dial an internal call:

Redialing a Call To redial a number on a 3Com Basic Telephone:

Making External Calls To dial an external call:

Terminating Calls 33

Using the Telephone Display Panel

Controlling the Volume

Putting a Call on Hold

Music on Hold If configured by the administrator, callers on hold hear music while they

Transferring a Call When you are on a call, the Transfer feature allows you to send the call

Unattended Transfer In an unattended transfer, you transfer the call without notifying the

Attended Transfer In an attended transfer, you announce the call to the recipient. You can

Serial Transfer A serial transfer is like an unattended transfer except that when the

Muting Calls You can prevent callers from hearing you by turning off the telephone’s

Mute Ringer 39

Activating Do Not Disturb

Activating Malicious Call Trace

■ Feature Codes

Feature Code Overview

Using Feature Codes

Feature Codes 43

STANDARD FEATURES

Viewing the Call History

Viewing the User Directory

Controlling Caller ID

Setting up a Conference Call

Camping on a Busy Extension

Transferring Your Phone Settings to Another Phone

Forwarding Calls to Voice Mail

Transferring a Call to Another User’s Voice Mail

Call Waiting The Call Waiting feature in the VCX User Interface allows you to select a

Speed Dialing This section describes the following types of speed dialing:

Call Forwarding.

destination when your phone rings for a configured time period (the default is 20 seconds). You can forward all unanswered calls by enabling Call Forward Ring No Answer (feature code 466) and entering the number to which you want the calls forwarded.

Call Park Use the Call Park feature to place a call in a holding pattern and make it

To d is a bl e Call Forward Busy Line, repeat step 1.

Paging 65

Paging a Group You can view the page groups, the group extensions, and the members

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

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

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

Silent Monitor and Barge In

Monitoring a Call Silent Monitor allows a supervisor to listen to calls that come in to an

If you want to join a monitored call, see the following section, Barging In

Remote Call Forward

Hunt Groups Your administrator can establish formal and informal call centers so that

Hunt Group Types The type of hunt group to which you belong determines how incoming

Emergency Phone Number Dialing Service

USING THE VCX USER INTERFACE

Accessing the VCX User Interface

VCX User Interface Overview

Enabling Call Forwarding

Configuring a Call Coverage Point

Logging Out To log out of the VCX User Interface, follow these steps:

Connecting the Telephone