3COM V7000 User Manual

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VCX™ Business Telephone Guide

VCX™ V7000 IP Telephony Solution System Release 7.1

Part Number 900-0397-01 Rev AC Published March 2007

http://www.3com.com/

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

Copyright © 2006 – 2007 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 10

Figures 10 Related Documentation 11 Comments 12

1 GETTING STARTED

VCX Telephone Overview 14 Initial Voice Mailbox Setup 15 Configuration Options 16 Additional Information Sources 16

2 VCX BUSINESS TELEPHONE — MODEL 2102

Buttons and Controls 18 Access Buttons 20 Line Status Lights 22 Assigning Model 2102 Access Button Functions Using the TUI 22

Default Model 2102 Button Assignments 23

Viewing and Changing Speed Dial Button Information 24

3 VCX BUSINESS TELEPHONE — MODEL 3102

Buttons and Controls 26 Access Buttons 29 Status Lights 30 Assigning Model 3102 Access Button Functions Using the TUI 31

Default Model 3102 Button Assignments 31

Viewing and Changing Speed Dial Button Information 33

4 3105 ATTENDANT CONSOLE

3105 Attendant Console 36

Access Buttons 36 Feature Buttons 36 Printing Labels 38 Attendant Console Status Lights 39

5 BASIC TELEPHONE OPERATION

Logging In to Your Telephone 42

Changing Your Password 43 Answering a Call 44 Making Calls 44

Making Internal Calls 44

Redialing a Call 45

Making External Calls 45

Making a Call to a Remote Office 45

Using Unique Extensions 45

Class of Service Override 46 Terminating Calls 47 Using the Telephone Display Panel 47 Controlling the Volume 49 Using the Hands Free Feature 50 Using a Headset 50

Returning to the Headset After a Long Delay 51 Putting a Call on Hold 51

Music on Hold 51

Dialing a New Call While on a Call 52

Answering a New Call While on a Call 52 Transferring a Call 52

Unattended Transfer 53

Attended Transfer 53

Serial Transfer 54

Mapped Button Method 54

Serial Transfer Feature Code Method 54 Muting Calls 54 Mute Ringer 55 Activating Do Not Disturb 55 Activating Malicious Call Trace 56

6 FEATURE CODES

Feature Code Overview 60 Using Feature Codes 60 Feature Codes 61

7 STANDARD FEATURES

Viewing the Call Logs 68 Viewing the User Directory 69 Controlling Caller ID 70 Setting up a Conference Call 71

Setting up an Unannounced Conference 71 Setting up an Announced Conference 71 Adding a Recipient to an Existing Conference 72 Creating a Cascaded Conference 72

Dropping Conference Recipients 72 Camping on a Busy Extension 73 Transferring Your Phone Settings to Another Phone 74 Forwarding Calls to Voice Mail 74 Transferring a Call to Another User’s Voice Mail 75 Call Waiting 76 Speed Dialing 77

Configuring Personal Speed Dial Numbers 78

Editing Personal Speed Dial Numbers 79

Dialing Personal Speed Dial Numbers 79

Dialing System Speed Dial Numbers 80 Call Forwarding 81

Call Forward Ring No Answer 82

Call Forward Busy Line 82

Call Forward Universal 82 Call Park 82 Paging 84

Paging a Group 84 Call Pickup 85

Directed Call Pickup 85

Group Call Pickup 86

Call Pickup Interaction With Other Features 86 Silent Monitor and Barge In 86

Monitoring a Call 88 Barging In 89

Blocking Call Monitoring 89 Remote Call Forward 90 Hunt Groups 91

Hunt Group Types 93

Logging In to a Hunt Group 95

Hunt Group Interaction With Other Features 95

Viewing Hunt Group Membership and Status 97 Emergency Phone Number Dialing Service 98

8 USING THE VCX USER INTERFACE

Accessing the VCX User Interface 100 VCX User Interface Overview 100 Enabling Call Forwarding 104 Configuring a Call Coverage Point 105 Assigning Access Button Functions Using the VCX User Interface 106 Enabling Bridged Extensions 107

Bridged Line Interaction with Other Features 110

Do Not Disturb and Bridged Line Calls 110 Hands Free and Bridged Line Calls 111 Call Forward, Forward to Voice Mail, and Bridged Line Calls 112 Call Transfer, Call Conferencing, and Bridged Line Calls 112 Call Park and Bridged Line Calls 113 Call Pickup and Bridged Line Calls 113 Attendant Console and Bridged Line Calls 114 Hunt Groups and Bridged Line Calls 114

Message Waiting Indication and Bridged Line Calls 114 Personal Speed Dial Access Buttons 114 Logging Out 115

A TELEPHONE INSTALLATION AND MAINTENANCE

Connecting the Telephone 118 Installing the 3102 Telephone Label Plate 120 Attaching and Adjusting the Articulating Support Bracket 120 Attaching and Adjusting the Fixed Support Bracket 122

Low-Profile and High-Profile Positions 122

Wall-Mount Position 123

Security Wall-Mount Bracket 124 Opening the 3105 Attendant Console Label Cover 125 Moving Your Telephone 125 Swapping Telephones 125 Cleaning Your Telephone 126 Troubleshooting Problems 126

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 2102 Business Telephone

■ VCX 3102 Business Telephone

■ VCX 3105 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.

10 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 Business Telephone Guide System Release 7.1

Part Number 900-0397-01 Rev AC 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

14 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 15

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.

16 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 5

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 7 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 5

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

forwarding, are described in Chapter 7

■ Feature codes are described in Chapter 6.

■ 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 7 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

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

Basic Telephone Quick Reference Guide — Provides a single-sheet

reference that describes commonly used Model 2101 and Model 3101 telephone features.

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 BUSINESS TELEPHONE —

MODEL 2102

This chapter describes the buttons and controls on the3Com® VCX™ Model 2102 Business Telephone.

This chapter includes the following topics:

■ Buttons and Controls

■ Access Buttons

■ Line Status Lights

■ Assigning Model 2102 Access Button Functions Using the TUI

For information about the Model 3102 Business Telephone, see

Chapter 3

For information about the 3105 Attendant Console, see Chapter 4.

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

18 CHAPTER 2: VCX BUSINESS TELEPHONE — MODEL 2102

Buttons and Controls

Figure 1 shows the buttons and controls on the Model 2102 Business

Telephone.

Figure 1 3Com 2102 Business Telephone

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The Model 2102 Business Telephone includes the following features:

1 Handset 2 MSG (Message) button and Message Waiting Light — Press MSG to

access your messages through the voice mail system; see the IP Messaging Module User Guide. The light next to the MSG button stays

red as long as there is at least one unreviewed message (voice, e-mail, or fax) in your mailbox.

3 FWD MAIL button — Directs all incoming calls to your call coverage

point (by default, voice mail). See Configuring a Call Coverage Point

4 Display 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).

Buttons and Controls 19

You can also use the Display Panel to view or enable features available through the Main menu and with feature codes (see Chapter 6 information on using feature codes). You can access the Main menu by pressing the Program button. The following features are available:

■ 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 Logs

■ 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 8

■ 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 8

■ Advanced Settings — Configures network parameters.

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

5 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:

for

■ 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.

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

to access additional features.

7 Scroll buttons — Use these buttons to scroll through items shown on

the Display Panel.

8 Program button — Use this button to access and view the Display Panel

Main menu.

9 Access buttons with indicator lights — Your administrator assigns

default functions for these buttons and may allow you to reprogram a button’s function (for example, create more personal speed dial buttons). See Access Buttons

and Line Status Lights.

20 CHAPTER 2: VCX BUSINESS TELEPHONE — MODEL 2102

10 Access buttons without indicator lights — See Access Buttons.

For both sets of 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

11 Microphone (located on the underside of the telephone) — Activated

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

12 Hold button — Places a caller on hold. See Putting a Call on Hold 13 Transfer button — Sends the currently active call to another telephone.

See Transferring a Call

14 Conference button — Enables you to set up a conference call

(3-way calling). See Setting up a Conference Call

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

you called. See Making a Call to a Remote Office

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

the Speaker button before you dial a 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.

17 Volume control buttons — Enables you to adjust the volume of the

ringer, the speaker, or the handset. See Controlling the Volume

18 Mute button — Use this button to prevent callers from hearing you,

while you can still hear your callers. See Muting Calls

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

without picking up the handset. An external call (a call from outside your VCX system) rings to your telephone as usual. See Using the Hands Free

Feature. The light next to the Hands Free button remains red as long as

this option is enabled.

Access Buttons Figure 2 shows the 18 Access buttons.

■ The column of six buttons on the left side (labeled 1 through 6 in the

figure) have programmed functions that cannot be modified. These buttons do not have associated indicator (status) lights.

■ The column of 12 buttons on the right (labeled 7 and 8 in two groups

in the figure) are assigned default functions (described in the following list) by 3Com. Your administrator can change these defaults

Access Buttons 21

and may allow you to reprogram some or all of the button functions. Ask your administrator for more information. You can view and change button assignments through the Telephone User Interface (see

Assigning Model 2102 Access Button Functions Using the TUI

VCX User Interface (see Assigning Access Button Functions Using the

VCX User Interface).

Figure 2 Access Buttons

) or the

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Access buttons have the following settings:

1OK — Press the OK button to send a call. 2 Release — Press the Release button to disconnect a call. 3 Call Park — Enables you to place a call in a holding pattern so that it can

be retrieved from another telephone in the system. See Call Park

4 Call History — Enables you to view the last 10 missed, answered, or

dialed calls on the Display Panel. See Using the Telephone Display Panel

5Feature — Enables you to access features that are not directly assigned

to an Access button on your telephone. For more information on feature codes, see Chapter 6

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6 Directory — Lists, in the Display Panel, all the users in your organization

and their extensions. You can use the Soft Buttons to sort the list and select an entry. Selecting an entry automatically dials the extension. See

Viewing the User Directory

22 CHAPTER 2: VCX BUSINESS TELEPHONE — MODEL 2102

7 In this button group:

■ The first button, starting from the top, is for the Do Not Disturb

feature. See Activating Do Not Disturb

■ The second button is for the Call Forward All feature. See Call

Forwarding.

■ The next 7 buttons are set to the first seven speed dial codes that you

assign using the VCX User Interface through your web browser or the telephone keypad. See Speed Dialing

8 These three Access buttons (System Appearance buttons; SA1, SA2, and

SA3) are lines for incoming and outgoing calls.

Line Status Lights The light for each Access button for each line (system appearance)

indicates the status of the button. Ta bl e 3 with the status of each line.

Tab le 3 Status Indicator Lights

Light Status

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

lists the light pattern associated

Assigning Model 2102 Access Button Functions Using the TUI

When you are on a call, you can answer another call while the line status light is flashing. Put the first call on hold and then press the Access button for the new incoming call.

This section describes how to use the Telephone User Interface (TUI) to view, and possibly modify, the VCX features associated with the Access buttons on your telephone. You can also use the VCX User Interface to view and modify button mappings (see Assigning Access Button

Functions Using the VCX User Interface).

When a VCX system is configured, your administrator assigns (maps) default functions for the Access buttons on your telephone. Mapping a function to a button allows one-touch access to that function. Speed dialing is one example of a one-touch function.

Assigning Model 2102 Access Button Functions Using the TUI 23

Your administrator may allow you to reprogram a button’s function (for example, create more personal speed dial buttons). Consequently, a programmable button is one of the following states:

■ Locked — Button function can be changed only by the administrator.

However, if the button function requires additional information (for example, a speed dial number or a call forward destination number), you can choose the values for the parameters. There are two exceptions:

■ BLF (Busy Lamp Field) — Displays the status of another user's

phone. When you press the button associated with the BLF status light, the BLF function calls the other user’s phone.

■ System Speed Dial — Dials an administrator-configured speed dial

number. The additional information for these two functions is set by the

administrator and you cannot change the values if the buttons are in the locked state.

■ Unlocked — Button function and any associated values can be

completely reconfigured by you or the administrator.

Note that, if a button function requires additional information (for example, a call forward destination number) and you or your administrator have not configured this information, the system will prompt you for it when you press the button.

Default Model 2102

Button Assignments

As noted in Access Buttons Model 2102 phone are located in the right column of 12 buttons. The buttons are numbered, bottom to top, 1 through 12. The default, 3Com supplied button functions are shown in Ta bl e 4 these defaults have changed.

Tab le 4 3Com Default Button Mappings for the Model 2102 Telephone

Button Number Feature Additional Information

12 Do Not Disturb None 11 Call Forward All Destination number 10 Personal Speed Dial #1 First personal speed dial

9 Personal Speed Dial #2 Second personal speed dial

, the programmable Access buttons for the

. Ask your administrator if

number

24 CHAPTER 2: VCX BUSINESS TELEPHONE — MODEL 2102

Tab le 4 3Com Default Button Mappings for the Model 2102 Telephone

Button Number Feature Additional Information

8 Personal Speed Dial #3 Third personal speed dial

7 Personal Speed Dial #4 Fourth personal speed dial

6 Personal Speed Dial #5 Fifth personal speed dial

5 Personal Speed Dial #6 Sixth personal speed dial

4 Personal Speed Dial #7 Seventh personal speed dial

3 System Line #3 Third line for

2 System Line #2 Second line for

1 System Line #1 First line for making/receiving

number

making/receiving calls; cannot be reconfigured

calls; cannot be reconfigured

Viewing and

Changing Speed Dial

Button Information

To view the personal or system speed dial number that is mapped to a button or to change the personal speed dial number:

1 Press the Program button to display the Main Menu. 2 Scroll down to the speed dial type. 3 Press the button associated with the speed dial type. 4 Use the Scroll Down button to view the speed dial numbers.

To change the personal speed dial number, refer to Editing Personal

Speed Dial Numbers.

VCX BUSINESS TELEPHONE —

MODEL 3102

This chapter describes the buttons, controls, and features on the 3Com® VCX™ Model 3102 Business Telephone.

This chapter includes the following topics:

■ Buttons and Controls

■ Access Buttons

■ Status Lights

■ Assigning Model 3102 Access Button Functions Using the TUI

For information about the Model 2102 Business Telephone, see

Chapter 2

For information about the 3105 Attendant Console, see Chapter 4.

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

26 CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102

Buttons and Controls

Figure 3 shows the buttons and controls on the VCX Model 3102

Business Telephone.

Figure 3 VCX Model 3102 Business Telephone

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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.

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.

Buttons and Controls 27

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 6 information on using feature codes). You can access the Main menu by pressing the Program button. The following features are available:

■ 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 Logs

■ 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 8

■ 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 8

■ Advanced Settings — Configures network parameters.

for

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

4 Scroll buttons (Up, Down, Left, Right) — Use the Up and Down

buttons to scroll through items in the Display Panel. The Left and Right buttons are reserved for future use. See Viewing the Call Logs

5 Program button — Use this button to access and view the Display Panel

Main menu.

6 Access buttons — Your administrator assigns default functions for these

buttons and may allow you to reprogram a button’s function (for example, create more personal speed dial buttons). See Access Buttons

7 Microphone (located on the side of the telephone) — Activated when

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

8 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

28 CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102

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

to access additional features.

10 Hold button — Places a caller on hold. See Putting a Call on Hold 11 Transfer button — Sends the currently active call to another telephone.

See Transferring a Call

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

parties, external parties, or a combination of both. See Setting up a

Conference Call.

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

you called. See Making a Call to a Remote Office

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

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

15 FWD MAIL button — Directs all incoming calls, after one ring, to your

call coverage point (by default, voice mail). See Configuring a Call

Coverage Point. The light next to the FWD MAIL button remains red as

long as this option is enabled.

16 MSG (Message) button and Message Waiting Light — Press this

button to access your messages through the voice mail system (refer to the IP Messaging Module User Guide for information on messaging). The light next to the MWI light remains red as long as there is at least one new, unreviewed message (voice, e-mail, or fax) in your mailbox, or in a mailbox monitored by your phone (for example, a hunt group mailbox or the mailbox associated with a bridged line).

17 Hands Free button

without picking up the handset. An external call (a call from outside your VCX system) rings to your telephone as usual. See Using the Hands Free

Feature. The light next to the Hands Free button remains red as long as

this option is enabled.

18 Headset connector — Located on the underside of the telephone, this

RJ-11 connector enables you to plug in a headset so that you can listen to calls and have your hands free. See Using a Headset

To enable the use of a connected headset, press the Headset button (by default, button 16 at the top of the right column of buttons).

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

handset, or the headset. See Controlling the Volume

— Allows you to answer internal (intercom) calls

20 Mute button — Use this button to prevent callers from hearing you,

while still hearing your callers. See Muting Calls

21 Volume up — Raises the volume of the ringer, the speaker, the handset,

or the headset. See Controlling the Volume

22 Handset

Access Buttons Figure 4 shows the 18 Access buttons on the phone.

The buttons are assigned default functions (described in the following list) by 3Com. Your administrator can change these defaults and may allow you to reprogram some or all of the button functions. Ask your administrator for more information.

You can view and change button assignments through the Telephone User Interface (see Assigning Model 3102 Access Button Functions Using

the TUI) or the VCX User Interface (see Assigning Access Button Functions Using the VCX User Interface).

Figure 4 Access Buttons



 



 



 



 



 



Access Buttons 29

Access buttons have the following default settings:

1 The first three buttons in this group (starting from the bottom) are lines

for incoming and outgoing calls (System Appearance buttons SA1, SA2, and SA3). You administrator can assign up to six additional System Appearance buttons (buttons 2 through 7) to your phone.

2 Personal Speed Dial 6 — See Speed Dialing 3 Personal Speed Dial 5

30 CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102

4 Personal Speed Dial 4 5 Personal Speed Dial 3 6 Personal Speed Dial 2 7 Personal Speed Dial 1 8Headset — Enables or disables the use of a headset connected to the

telephone. See Using a Headset

9 Do Not Disturb — Enables the Do Not Disturb feature. See Activating

Do Not Disturb.

10 Forward Universal — Allows you for forward all calls to different

destinations. See Call Forwarding

11 Call Park — Allows you to place a call in a “holding pattern” and retrieve

it from any other telephone in the system. See Call Park

12 Call History — Enables you to view the last 10 missed, answered, or

dialed calls on the Display Panel. See Viewing the Call Logs

13 Feature button — Allows you to access features that are not assigned to

an Access button on your telephone. For more information on feature codes, see Chapter 6

14 Local Directory — Lists, in the Display Panel, all the users in your

organization and their extensions. You can use the Soft Buttons to sort the list and select an entry. Selecting an entry automatically dials the extension. See Viewing the User Directory

15 OK button — Press the OK button to send a call. 16 Release button — Press this button to disconnect a call.

Status Lights 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 5

Tab le 5 Status 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

Assigning Model 3102 Access Button Functions Using the TUI 31

Assigning Model 3102 Access Button Functions Using the TUI

Functions Using the VCX User Interface).

Your administrator may allow you to reprogram a button’s function (for example, create more personal speed dial buttons). Consequently, a programmable button is one of the following states:

■ Locked — Button function can be changed only by the administrator.

■ BLF (Busy Lamp Field) — Displays the status of another user's

phone. When you press the button associated with the BLF status light, the BLF function calls the other user’s phone.

Default Model 3102

Button Assignments

■ System Speed Dial — Dials an administrator-configured speed dial

number. The additional information for these two functions is set by the

administrator and you cannot change the values if the buttons are in the locked state.

■ Unlocked — Button function and any associated values can be

completely reconfigured by you or the administrator.

As noted in Access Buttons Model 3102 phone are located in two columns on the right side of the phone.

, the 18 programmable Access buttons for the

32 CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102

■ In the left column the buttons are numbered 1 through 9, bottom to

top.

■ In the right column the buttons are numbered 10 through 18, top to

bottom.

The default, 3Com supplied button functions are shown in two tables. Ask your administrator if these defaults have changed.

■ Ta bl e 6 shows the default button mappings in the left column.

■ Ta bl e 7 shows the default button mappings in the right column.

Each number in the Button Number column corresponds to a button’s physical position in its column.

Tab le 6 3Com Default Button Mappings for the Model 3102 Telephone – Left Column

Button Number Feature Additional Information

9 Personal Speed Dial #1 First personal speed dial

8 Personal Speed Dial #2 Second personal speed dial

7 Personal Speed Dial #3 Third personal speed dial

6 Personal Speed Dial #4 Fourth personal speed dial

5 Personal Speed Dial #5 Fifth personal speed dial

4 Personal Speed Dial #6 Sixth personal speed dial

3 System Line #3 Third line for making/receiving

2 System Line #2 Second line for

1 System Line #1 First line for making/receiving

number

calls; cannot be reconfigured

making/receiving calls; cannot be reconfigured

calls; cannot be reconfigured

Assigning Model 3102 Access Button Functions Using the TUI 33

Tab le 7 3Com Default Button Mappings for the Model 3102 Telephone – Right

Column

Button Number Feature Additional Information

10 Headset Enable/Disable None 11 Do Not Disturb None 12 Call Forward All Destination number 13 Park Park number 14 Call History None 15 Feature None 16 Local User Directory None 17 OK None 18 Release None

Viewing and

Changing Speed Dial

Button Information

To view the personal or system speed dial number that is mapped to a button or to change the personal speed dial number:

To change the personal speed dial number, refer to Editing Personal

Speed Dial Numbers.

34 CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102

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.”

36 CHAPTER 4: 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 5

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 5 may not correspond to your configuration.

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

Figure 5

Attendant Console.

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

are the defaults and

Figure 5 3105 Attendant Console

3105 Attendant Console 37

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.

38 CHAPTER 4: 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 39

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 8

40 CHAPTER 4: 3105 ATTENDANT CONSOLE

Tab le 8 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

■ Using the Hands Free Feature

■ Using a Headset

■ Putting a Call on Hold

■ Transferring a Call

■ Muting Calls

■ Mute Ringer

■ Activating Do Not Disturb

■ Activating Malicious Call Trace

42 CHAPTER 5: 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 43

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 6 feature codes.

for information on

Changing Your

Password

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

Chapter 8

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:

44 CHAPTER 5: BASIC TELEPHONE OPERATION

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

Alternatively, you can press the Speaker button. If you have enabled Handsfree Active on Intercom, you can simply speak to answer internal calls.

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 Business Telephones, when a new call arrives while you are on a call:

1 Press Hold to put the current call on hold. 2 Press the Access button for the line 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 3Com Business Telephones, you can press the

Speaker 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

Speaker button, press it again to end the call.

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

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

that you called.

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

answered, or dialed call.

Making External Calls To dial an external call:

1 Pick up the handset. Alternatively, on 3Com Business Telephones, you can

press the Speaker 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. If you have programmed one of the One-Touch buttons, press that button.

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

Speaker button, press it again to end the call.

Making Calls 45

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.

46 CHAPTER 5: 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 47

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.

48 CHAPTER 5: 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 name of the calling party. Press the first button again to automatically dial the listed extension.

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

■ 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 8

Call Logs.

). The VCX Model 3101

for

Controlling the Volume 49

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 8

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.

■ Headset Volume (Model 3102 only) — During a call, press the up or

down Volume Control buttons repeatedly until the volume is at the

level you prefer.

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

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

Control button repeatedly until the 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.

50 CHAPTER 5: BASIC TELEPHONE OPERATION

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.

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).

Using the Hands Free Feature

Using a Headset The Model 3102 Business Telephone has a headset jack located on the

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

You cannot use this feature with external calls (a call from outside your local call processor) or Anonymous (blocked caller ID) calls. These calls ring to your telephone as usual.

If your telephone is part of a bridged extension, see Hands Free and

Bridged Line Calls for additional information.

To enable or disable the Hands Free feature, press the HANDS FREE button or the button on the phone before calls arrive. The red light next to the button comes on (enabled) or goes out (disabled). You can also enable and disable Hands Free by using Feature Code 100. See

Feature Codes

underside of the telephone.

To prepare the headset for all calls:

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

telephone.

2 Verify that the indicator light next to the Headset button comes on.

Putting a Call on Hold 51

To answer a call when you are using the headset:

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

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

The handset can be either on hook or off hook.

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

on the telephone.

Returning to the

Headset After a

Long Delay

Putting a Call on Hold

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

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

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

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

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

1 Pick up the handset on your telephone and set it on your desk. 2 Put on the headset. 3 On the amplifier, set the headset button to On.

To put a call on hold:

1 While you are on a call, press the Hold button. This message appears in

the Display Panel: Hold

2 To return to the call, press the Hold button again or press the appropriate

Access button.

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

wait.

52 CHAPTER 5: BASIC TELEPHONE OPERATION

The VCX system’s WAV file importing capabilities are solely an accommodation to you and shall not constitute a grant or waiver (or other limitation or implication) of any rights of the copyright owners in any audio content, sound recording or underlying musical or literary composition. Therefore, please be mindful that you are obligated to comply with all applicable copyright and other intellectual property laws in both uploading WAV files to the VCX system and your subsequent use of such WAV files.

Dialing a New Call

While on a Call

Answering a New

Call While on a Call

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

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

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 button for the call you want to resume.

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.

If your telephone is part of a bridged extension, see Call Transfer, Call

Conferencing, and Bridged Line Calls for additional information.

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

Transferring a Call to Another User’s Voice Mail

Transferring a Call 53

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 If the recipient:

a 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. b Does not answer because the line is busy or unreachable, to return to

the original call, hang up the transfer call or press the mapped Release

button to see the original call on Hold. Then press the Hold button to

return to the original call.

54 CHAPTER 5: BASIC TELEPHONE OPERATION

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 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.

Mute Ringer 55

To mute your phone:

1 While you are on a call, press Mute. The light next to the Mute button

comes on. Callers cannot hear you.

2 To turn this feature off, press Mute.

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:

Activating Do Not Disturb

1 Press Feature + 489. The LCD displays:

Ringer is now muted.

2 To clear the display, press the Release button. 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.

4 To clear the display, press the Release button.

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 8

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

56 CHAPTER 5: BASIC TELEPHONE OPERATION

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.

■ 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.

If your telephone is part of a bridged extension, see Do Not Disturb and

Bridged Line Calls for additional information.

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). 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 and the red light goes out.

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.

malicious call for 5 seconds.

Activating Malicious Call Trace 57

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

58 CHAPTER 5: BASIC TELEPHONE OPERATION

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

60 CHAPTER 6: 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 61

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 9 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.

62 CHAPTER 6: FEATURE CODES

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

Tabl e 9 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 Logs. 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 63

Tab le 9 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)

Hands Free Feature + 100 Enables or disable the Hands-Free

Headset Feature + 112 See Using a Headset. 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.

feature. See Using the Hands Free

Feature.

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.

64 CHAPTER 6: FEATURE CODES

Tabl e 9 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 65

Tab le 9 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

66 CHAPTER 6: FEATURE CODES

Tabl e 9 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 8

through the VCX User Interface.

This chapter contains the following topics:

■ Viewing the Call Logs

■ Viewing the User Directory

■ Controlling Caller ID

■ Setting up a Conference Call

■ Camping on a Busy Extension

■ 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

68 CHAPTER 7: STANDARD FEATURES

Viewing the Call Logs

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 Press the Call History button. Optionally, you can press Feature + 462.

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.

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.

of the most recent 100 calls made to

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.

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

Viewing the User Directory 69

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 8

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

■ If you have a Business Telephone (either Model 2102 or 3102), press

the Directory button.

■ 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 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.

No listing found.

70 CHAPTER 7: 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 71

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.

If your telephone is part of a bridged extension, see Call Transfer, Call

Conferencing, and Bridged Line Calls for additional information.

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 Conference or Feature + 430. The system places

your caller on hold.

Setting up an

Announced

Conference

2 Dial the number of the person you want to conference in. 3 Press Conference or 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 Conference or 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 Conference or

Feature + 430. Now three people are on the same call.

72 CHAPTER 7: STANDARD FEATURES

■ 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.

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.

0ISTHEORIGINATOROF#

0ISTHEORIGINATOROF#

#



or Setting

Dropping Conference

Recipients





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.





#





0ISTHEORIGINATOROF#



#

Camping on a Busy Extension 73

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.

74 CHAPTER 7: 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 the Fwd Mail button. Alternatively, you forward calls to your mailbox by using a

feature code.

Transferring a Call to Another User’s Voice Mail 75

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 a Business Telephone (either Model 2102 or 3102):

■ Press Fwd Mail. The red light next to the button comes on. All future

calls are sent to your voice mailbox.

Transferring a Call to Another User’s Voice Mail

■ If forward to voice mail is not enabled, you can send a call that is

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

Fwd Mail.

■ To disable this feature, press Fwd Mail again. The light goes out and

calls ring normally.

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.

■ 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.

76 CHAPTER 7: STANDARD FEATURES

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.

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.

*441*1002.

Enters Presses Transfer. Hangs up.

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

Speed Dialing 77

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:

■ One-Touch Speed Dials — With this type of speed dialing, a

telephone number (internal or external) is mapped to a dedicated

Access button on your phone. Pressing the button dials the call.

■ 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.

This section describes how to set up speed dialing through the Telephone User Interface. You can also enable speed dialing through the VCX User

78 CHAPTER 7: STANDARD FEATURES

Interface. See Chapter 8 for information on accessing the VCX User Interface; see the online Help for information on creating speed dials.

Note that the two 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.

Configuring Personal

Speed Dial Numbers

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.

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.

4 To store the number, press the # button.

Speed Dialing 79

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 + #

Editing Personal

Speed Dial Numbers

Dialing Personal

Speed Dial Numbers

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

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.

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.

80 CHAPTER 7: STANDARD FEATURES

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

1 Pick up the handset. Or press the Speaker button. 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:

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:

2 Press the first soft button under the Display Panel.

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

, enter the following through the Telephone User Interface:

Feature + 601 + 2

*601*2 Note that, with this syntax, you cannot enter *602.

Speed dial 1: 1001

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

Your phone dials the number.

Speed

Dialing System Speed

Dial Numbers

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.

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 8

using the telephone display panel.

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

Call Forwarding 81

To use a system speed dial number:

1 Pick up the handset or press the Speaker button. 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.

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.

■ 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.

82 CHAPTER 7: STANDARD FEATURES

If your telephone is part of a bridged extension, see Call Forward,

Forward to Voice Mail, and Bridged Line Calls for additional information.

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.

Call Forward Ring No

Answer

Call Forward Busy

Line

Call Forward

Universal

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 d is a bl e Call Forward Ring No Answer, repeat step 1.

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.

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

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

Call Park 83

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.

If your telephone is part of a bridged extension, see Call Park and Bridged

Line Calls for additional information.

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.

84 CHAPTER 7: STANDARD FEATURES

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.

■ You cannot camp on a page group extension.

■ A page cannot be bridged (see Enabling Bridged Extensions for

information about bridging).

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 85

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.

If your telephone is part of a bridged extension, see Call Pickup and

Bridged Line Calls for additional information.

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.

86 CHAPTER 7: STANDARD FEATURES

Using One-Touch Pickup: 1 Pick up the handset. 2 Press the Access button that you have assigned to Directed Pickup. 3 Dial the extension number of the ringing telephone.

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

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

The call is directed to your telephone.

Call Pickup

Interaction With

Other Features

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 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

Silent Monitor and Barge In 87

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.

Unauthorized. The supervisor

no calls to supervise if:

). The supervisor, in

■ The agent is currently monitored by another supervisor.

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.

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

Not

88 CHAPTER 7: STANDARD FEATURES

■ 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.

■ 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:

*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

Silent Monitor and Barge In 89

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 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).

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

SilentM.

Blocking Call

Monitoring

An agent can prevent a supervisor from monitoring an outgoing call. This allows the agent to make private call. Monitor blocking can be enabled for one call 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 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:

90 CHAPTER 7: STANDARD FEATURES

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.

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:

Hunt Groups 91

*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.

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

92 CHAPTER 7: STANDARD FEATURES

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:

■ 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 Groups 93

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 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:

94 CHAPTER 7: STANDARD FEATURES

■ 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 1 0

summarizes how the three hunt group types route incoming

calls.

Table 10 Hunt Group Behavior

Linear Hunt Group

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

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.

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)

Circular Hunt Group Result

in or until total timeout reached.

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

Go to call coverage.

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

Ring all member phones.

Hunt Groups 95

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.

If your telephone is part of a bridged extension, see Hunt Groups and

Bridged Line Calls for additional information.

Logging In to a Hunt

Group

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.

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 #.

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>

Hunt Group

Interaction With

Other Features

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

Status).

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

96 CHAPTER 7: STANDARD FEATURES

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

■ With a hunt group, the VCX User Interface Selective Ringing feature

allows you to change the default ring tone to one of 27 ring tones, delay the ring for a specified number of seconds, or silence the ringer and only allow the phone to flash.

■ 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

■ 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.

receive other calls.

■ 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.

■ 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.

Hunt Groups 97

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

HuntGroup

. If you are logged into multiple phones using the same

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.

98 CHAPTER 7: STANDARD FEATURES

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.

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

■ Enabling Bridged Extensions

■ Logging Out

100 CHAPTER 8: 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

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

Access Buttons Figure 2 shows the 18 Access buttons.

Line Status Lights The light for each Access button for each line (system appearance)

Assigning Model 2102 Access Button Functions Using the TUI

Buttons and Controls

Figure 4 Access Buttons

Status Lights An Access button that is set up for incoming and outgoing calls is called a

Assigning Model 3102 Access Button Functions Using the TUI

■ 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 Business Telephone:

Making External Calls To dial an external call:

Terminating Calls 47

Using the Telephone Display Panel

Controlling the Volume

Using the Hands Free Feature

Using a Headset The Model 3102 Business Telephone has a headset jack located on the

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 55

Activating Do Not Disturb

Activating Malicious Call Trace

■ Feature Codes

Feature Code Overview

Using Feature Codes

Feature Codes 61

STANDARD FEATURES

Viewing the Call Logs

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 77

Call Forwarding.

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

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

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

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

Call Pickup 85

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

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

Remote Call Forward

Hunt Groups 91

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