VCX Manager’s Telephone Guide ™ VCX™ V7000 IP Telephony Solution System Release 7.0 Part Number 900-0326-01 Rev AD Published May 2006 http://www.3com.
3Com Corporation 350 Campus Drive Marlborough, MA 01752-3064 Copyright © 2006 3Com Corporation. All Rights Reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from 3Com Corporation.
CONTENTS ABOUT THIS GUIDE Conventions 8 Figures 8 Related Documentation Comments 10 1 9 GETTING STARTED VCX Telephone Overview 12 Initial Voice Mailbox Setup 13 Configuration Options 14 Additional Information Sources 14 2 VCX V7000 MANAGER’S TELEPHONE — MODEL 3103 Telephone Buttons and Controls Access Buttons 19 Status Lights for Access Buttons Feature Options 20 Display Panel Contrast 23 3 16 20 BASIC TELEPHONE OPERATION Logging In to Your Telephone 26 Changing Your Password 27 Answering a Call 28
Using Unique Extensions 30 Using Site Codes 31 Class of Service Override 31 Terminating Calls 32 Using the Telephone Display Panel 32 Controlling the Volume 34 Using the Hands Free Feature 35 Using a Headset 35 Returning to the Headset After a Long Delay 36 Putting a Call on Hold 36 Music on Hold 36 Dialing a New Call While on a Call 37 Answering a New Call While on a Call 37 Transferring a Call 37 Unattended Transfer 37 Attended Transfer 38 Serial Transfer 38 Mapped Button Method 38 Serial Transfer Feat
Camping on a Busy Extension 55 Transferring Your Phone Settings to Another Phone 56 Forwarding Calls to Voice Mail 57 Transferring a Call to Another User’s Voice Mail 58 Call Waiting 58 Speed Dialing 58 Configuring Personal Speed Dial Numbers 59 Editing Personal Speed Dial Numbers 61 Dialing Personal Speed Dial Numbers 61 Dialing System Speed Dial Numbers 62 Call Forwarding 62 Call Forward No Answer 63 Call Forward Busy 63 Call Forward All 64 Call Park 64 Paging 65 Paging a Group 66 Call Pickup 66 Direct
Assigning Access Button Functions Using the VCX User Interface 86 Enabling Bridged Extensions 86 Bridged Line Interaction with Other Features 88 Do Not Disturb and Bridged Line Calls 89 Hands Free and Bridged Line Calls 90 Call Forward, Forward to Voice Mail, and Bridged Line Calls 90 Call Transfer, Call Conferencing, and Bridged Line Calls 91 Call Park and Bridged Line Calls 91 Call Pickup and Bridged Line Calls 92 Attendant Console and Bridged Line Calls 92 Hunt Groups and Bridged Line Calls 92 Message
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 3103 Manager’s Telephone ■ VCX3105 Attendant Console and PC-based Self-conscious 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.
ABOUT THIS GUIDE Conventions Table 1 and Table 2 list conventions that are used throughout this guide. Table 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.
Related Documentation Related Documentation These 3Com documents contain additional information about the products in this release that are a part of or support the 3Com Convergence Application Suite.
The following documents provide information on products that support this release: Comments ■ Enterprise Management Suite User Guide ■ Enterprise Management Suite Getting Started Guide ■ VCX V7111 Fast Track Installation Guide, Version 4.4 ■ VCX V7111 VoIP SIP Gateways User Manual, Version 4.4 ■ VCX V7122 SIP VoIP Gateway Installation Guide, Version 4.4 ■ VCX V7122 VoIP SIP Gateways User Manual, Version 4.
1 GETTING STARTED This chapter provides a general description of your VCX telephone and describes the steps you must complete to use your phone.
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.
Initial Voice Mailbox Setup Initial Voice Mailbox Setup 13 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.
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 3. Many VCX features, however, do require configuration (for example, call forwarding and speed dialing).
2 VCX V7000 MANAGER’S TELEPHONE — MODEL 3103 This chapter describes the buttons, controls, and features on the 3Com® VCX™ Model 3103 Manager’s Telephone.
CHAPTER 2: VCX V7000 MANAGER’S TELEPHONE — MODEL 3103 Telephone Buttons and Controls Figure 1 shows the buttons and controls on the VCX Model 3103 Manager’s Telephone. Figure 1 VCX Model 3103 Manager’s Telephone -ESSAGES $IRECTORY #ALL ,OGS &EATURES 1 Message Waiting Indicator (MWI) — When lit, indicates that you have at least one unreviewed message (voice, e-mail, or fax) in your mailbox.
Telephone Buttons and Controls 17 3 Right Buttons — Invoke the action list for a corresponding call. When a phone call is associated with the button, the button opens or closes a call action list. Scroll through the list and select an action by pressing the corresponding right button or press the Select button (see 6). When there is a list option (not a call) associated with the button, the button activates the option.
CHAPTER 2: VCX V7000 MANAGER’S TELEPHONE — MODEL 3103 The left and right buttons move you to the top or bottom of a list or move the cursor left or right when you enter data. 8 Release Button — Hangs up the current active call. 9 New Call Button — Initiates a new telephone call. 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.
Access Buttons Access Buttons 19 Figure 2 shows the 8 Access buttons on the VCX Model 3103 Manager’s Telephone. 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 you administrator for more information.
CHAPTER 2: VCX V7000 MANAGER’S TELEPHONE — MODEL 3103 Status Lights for Access Buttons An Access button that is set up for incoming and outgoing calls indicates the status, as shown in Table 3. Table 3 Status Lights for Access Buttons Feature Options If the light is The line is Off Available for use Steady In use Your Manager’s phone provides a full range of features. You can access some of these features (for example, call transfer) by pressing a dedicated button.
Feature Options 21 Figure 3 Features Soft Button *AN 0- %XT -ESSAGES $IRECTORY #ALL ,OGS &EATURES &EATURES SOFT BUTTON The following list describes the Manager’s phone features. See Chapter 5, Standard Features for detailed information. ■ Anonymous All— Controls whether your Caller ID (your name and extension) is shown on the Display Panel of the telephone receiving your call. See Controlling Caller ID.
CHAPTER 2: VCX V7000 MANAGER’S TELEPHONE — MODEL 3103 ■ Forward to Mail — Forwards incoming calls to your voice mail. See Forwarding Calls to Voice Mail. ■ Handsfree (toggle) — When enabled, 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.
Display Panel Contrast Display Panel Contrast 23 You can adjust the Display Panel contrast as one of the User Configuration Features. To adjust the contrast: 1 Press the Features soft button. 2 Scroll to User Configuration and press Select. 3 Scroll to Modify Display and press Select. 4 Press Select to choose Set Contrast. 5 Change contrast using the left and right scroll buttons. 6 Press Exit when you have finished.
CHAPTER 2: VCX V7000 MANAGER’S TELEPHONE — MODEL 3103
3 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
CHAPTER 3: 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.
Logging In to Your Telephone 27 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 number/password: Then: Unable to contact PBX Logged out from PBX In this case, use the following steps to log in to your phone: 1 Press the bottom right soft button (Advanced Settings) + 4.
CHAPTER 3: BASIC TELEPHONE OPERATION User Interface (TUI) and change the local password to match the password stored on the call processor by following these steps: 1 Press the bottom right soft button (Advanced Settings) + 5. The Display Panel shows: Enter Password: 2 Enter your new password and press #. The VCX call processor periodically communicates with each VCX telephone.
Making Calls Answering a Second Call 29 On 3Com Manager’s Telephones, when a new call arrives while you are on a call: 1 Press the Left soft button next to the new call on the display. You are connected to the new call. The current call hangs up. 2 To return to the earlier call, you must redial the number. %XT *OHN $OE *AN 0!#4)/.
CHAPTER 3: BASIC TELEPHONE OPERATION 3 When you complete the call, hang up the handset. If you pressed the Speaker button, press it again to end the call. Or you can press the Release button. Redialing a Call Making External Calls To redial a number on a 3Com Manager’s Telephone: ■ Pick up the handset and press Redial to dial the most recent number that you called. ■ Use the Call Logs on the display panel to redial a recently missed, answered, or dialed call.
Making Calls 31 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).
CHAPTER 3: BASIC TELEPHONE OPERATION 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.
Using the Telephone Display Panel 33 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.
CHAPTER 3: BASIC TELEPHONE OPERATION ■ 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. 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.
Using the Hands Free Feature Using the Hands Free Feature 35 You can use your phone as an intercom. You can answer internal (intercom) calls without picking up the handset. When you receive an internal call, your telephone sounds a tone and activates the speaker phone. An external call (a call from outside your local call processor) rings to your telephone as usual. If your telephone is part of a bridged extension, see Hands Free and Bridged Line Calls for additional information.
CHAPTER 3: BASIC TELEPHONE OPERATION To answer a call when you are using the headset: 1 Put the headset on. When a call comes in, press the left soft button associated with the incoming call.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.
Transferring a Call Dialing a New Call While on a Call 37 You can put a call on hold, dial a new call, and toggle between the two calls: 1 Press the Hold button. Or press the Right button corresponding to the call for the Actions menu, scroll to Hold, and press Select. 2 Press an Access button, the New Call button, of the Left button to choose a new line. 3 When you hear dial tone, dial the second call.
CHAPTER 3: BASIC TELEPHONE OPERATION ■ ■ Attended Transfer 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. In an attended transfer, you announce the call to the recipient.
Muting Calls 39 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 or choose the number from the Directory or Speed Dial lists, and then press # to complete the call. 3 Hang up. When the destination phone hangs up, the caller returns to you. Serial transfers: Muting Calls ■ Apply to a single transfer.
CHAPTER 3: BASIC TELEPHONE OPERATION If the VCX system or the phone reboots or is upgraded with new software, the ringer resets to the default ringer enabled (feature disabled) mode. To mute the phone ringer: 1 Press Feature + 489. The LCD displays: Ringer is now muted. 2 To clear the display, press the Clear soft 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.
Activating Do Not Disturb 41 To activate Do Not Disturb: 1 Open the Features tab, then scroll down the list of features and select Do Not Disturb. 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.
CHAPTER 3: BASIC TELEPHONE OPERATION
4 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.
CHAPTER 4: 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.
Feature Codes 45 Table 4 VCX Feature Codes Alphabetical by Feature or Task (continued) Feature Feature Code Entry Description Anonymous Next (Enable/Disable) Feature + 890, then See Controlling Caller ID. Or *890* Barge In Feature + 428 Used with Silent Monitor. See Silent Monitor and Barge In. Beep — Send Feature + 331 Sends a page (a beep) between phones. The sending phone displays the target extension. The target extension displays the sending extension.
CHAPTER 4: FEATURE CODES Table 4 VCX Feature Codes Alphabetical by Feature or Task (continued) Feature Feature Code Entry Description Conference Drop Feature + 431, then , then See Setting up a Conference Call. Feature + 431 Display Software Version Feature + 837 Displays the current version of VCX software running on the phone. Do Not Disturb (Enable/Disable) Feature + 446 See Activating Do Not Disturb.
Feature Codes 47 Table 4 VCX Feature Codes Alphabetical by Feature or Task (continued) Feature Feature Code Entry Description Remote Call Forward Feature + 468, then + #, then + # See Remote Call Forward. Or *468* * Retrieve Voice Mail Feature + 600 Or *600 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.
CHAPTER 4: FEATURE CODES Table 4 VCX Feature Codes Alphabetical by Feature or Task (continued) Feature Feature Code Entry Description Speed Dial — Personal Feature + 601 + n Allows you to dial a personal speed dial number. To configure personal speed dialing, see Speed Dialing. 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 Allows you to dial a system speed dial number.
Feature Codes 49 Table 4 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.
CHAPTER 4: FEATURE CODES
5 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 6 describes the telephone features that require configuration through the VCX User Interface.
CHAPTER 5: 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 calls to and from your telephone. From the call logs you can select calls and the phone automatically dials them. To access and use the Call History: 1 Press the Call Logs soft button. 2 Use the Scroll buttons to highlight the call log you want to view. 3 Press the Select soft button. Use the Scroll buttons to navigate through the list.
Controlling Caller ID 53 Use the up and down scroll buttons to locate a user. When you have located the user, select the Dial soft button to automatically call the user. You can also use the directory while you are on a call to find another user and transfer the call to that user. ■ Controlling Caller ID Select the Features soft button and enter 461. This section describes how to enable and use Caller ID privacy features.
CHAPTER 5: STANDARD FEATURES If Caller ID (Anonymous All) is disabled and you want to block your Caller ID for the next call only: 1 Pick up the handset. 2 Select the Features soft button. 3 Use the Scroll buttons to navigate to Anonymous Next. 4 Press the Select soft button. 5 Dial the number. Your ID is not sent to the caller. Using the VCX User Interface You can control Caller ID settings using the VCX User Interface by enabling the appropriate feature.
Camping on a Busy Extension 55 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. Unannounced Conference In an unannounced conference, you conference in the person without notifying that person: 1 While on a call, press Conference orFeature + 430. The system places your caller on hold.
CHAPTER 5: STANDARD FEATURES 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.
Forwarding Calls to Voice Mail 57 To transfer your phone’s settings to another phone: 1 Log out of your own phone by pressing the bottom right soft button (Advanced Settings) + 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.
CHAPTER 5: STANDARD FEATURES To disable this feature, repeat steps 1 through 3. Transferring a Call to Another User’s Voice Mail You can transfer a connected call directly to another subscriber’s voice mail rather than that subscriber’s phone extension. The subscriber can be located locally or at a remote site. To transfer a call to another subscriber’s voice mail: 1 Press the Features soft button + 441.
Speed Dialing ■ 59 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.
CHAPTER 5: STANDARD FEATURES To configure a speed dial number using the Feature soft button and the Speed Dial menu: 1 Press Feature + 410. The Main menu appears. 2 Press [3] to access the Speed Dial menu.
Speed Dialing Editing Personal Speed Dial Numbers 61 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 Select the Features soft button + 410 + 3. The Personal Speed Dial Index displays. 2 Scroll down to the personal speed number you want to change. 3 Press the Change soft button and then press the Delete soft button to delete part or all of the number.
CHAPTER 5: STANDARD FEATURES 1001 Use the up and down scroll buttons to locate the speed dial number you want to dial. 2 Press the Dial soft button under the Display Panel. Your phone dials the number. To exit the speed dial list in the Display Panel, press the Exit soft button. In addition to using the Feature menu to list speed dial numbers, you can view the speed dial numbers configured on your phone by pressing Feature + 463.
Call Forwarding 63 Forward 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.
CHAPTER 5: STANDARD FEATURES 4 Enter the extension of the subscriber whose extension will receive the call and select Enter (or press #). To disable Call Forward Busy, repeat steps 1 through 3. Call Forward All To forward all your calls to another extension: 1 Press the Features soft button. 2 Scroll to Call Forward All. 3 Press the Select button. 4 Enter the extension of the subscriber whose extension will receive the call and select Enter (or press #).
Paging 65 To park a call: 1 While you are on a call, press the Right soft button for the call for the Actions menu. 2 Scroll to Call Park. 3 Press Select. 4 Dial the park extension and press #. 5 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.
CHAPTER 5: STANDARD FEATURES ■ 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).
Call Pickup 67 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 the handset. 2 Press the Features soft button. 3 Scroll to Pickup, Directed. 4 Press Select. 5 Dial the extension of the ringing telephone and press #. The call is directed to your telephone. Using One-Touch Pickup: 1 Pick up the handset.
CHAPTER 5: STANDARD FEATURES ■ 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.
Silent Monitor and Barge In ■ The agent is not on a call. ■ The agent is currently monitored by another supervisor. 69 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.
CHAPTER 5: STANDARD FEATURES 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 from a Manager’s Telephone: 1 Pick up the handset. 2 Press the Feature soft button. 3 Scroll to Supervisory Monitoring. 4 Press Select. 5 Enter the extension of the agent you want to monitor and press Select.
Remote Call Forward 71 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.
CHAPTER 5: STANDARD FEATURES To remotely enable a phone to forward calls to another extension: 1 Pick up the handset. 2 Press Feature + 468. The Display Panel prompts you to enter the remote phone number. 3 Enter the extension of the phone whose calls you want to forward and press #. The Display Panel prompts you to enter the extension of the phone that will receive the forwarded calls. 4 Enter the extension of the phone that will receive forwarded calls and press #.
Hunt Groups 73 A call center is a general term that refers to any system that accepts incoming calls to a site, ensures that those calls are sent to the proper destination within the site, and manages database records on call activity and distribution. The call center can be used, for example, as a help desk, a reservations counter, an information hotline, or a customer service center.
CHAPTER 5: STANDARD FEATURES You can be a member of, and logged in to, multiple hunt groups, which may be of different hunt group types. As a hunt group member, you should also be aware of how hunt group calls work with other VCX phone features, such as call conferencing. See Hunt Group Interaction With Other Features. Hunt Group Types The type of hunt group to which you belong determines how incoming calls are allocated to group members.
Hunt Groups 75 For example, if A, B, C, and D are all available, an incoming call will ring simultaneously at all four extensions until the total timeout value for the group is reached (see the discussion of timeout values later in this section). For each hunt group type, your administrator configures two timeout values: ■ Device Timeout — Specifies how long the VCX call processor rings at one extension before moving to the next extension if there is no answer.
CHAPTER 5: STANDARD FEATURES Table 5 Hunt Group Behavior (continued) Condition Linear Hunt Group Result Circular Hunt Group Result Calling Group Result All members available Route call to first member Route call to the member in the list. following the member to whom the last call was routed. Ring all member phones. Total timeout reached Go to call coverage. Go to call coverage. Go to call coverage.
Hunt Groups Hunt Group Interaction With Other Features 77 This section describes how participation in a hunt group interacts with other VCX phone features. Note the following considerations: ■ 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).
CHAPTER 5: STANDARD FEATURES 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.
6 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.
CHAPTER 6: 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.
VCX User Interface Overview 81 Each option (except Log Out) is associated with a set of tabbed pages shown on the right side of the window. When you select an option, the set of tabbed pages changes. Click on a tab to display its contents. Each tabbed page includes a text box that describes the purpose of the page. Each text box also includes a Help button. If you need more information on a page, click Help to launch the VCX User Interface online Help system.
CHAPTER 6: USING THE VCX USER INTERFACE ■ ■ Bridge Permissions — Enables you set up your extension so that up to four other users have permission to transfer their calls to your phone. After configuring bridge permissions through the VCX User Interface, see Enabling Bridged Extensions for additional information. This feature is not supported on Basic (2101 and 3101) phones. Bridged Phones — Displays up to four extensions that are bridged to your phone.
Enabling Call Forwarding 83 cannot add, modify, or delete a system speed dial number. However, you can export the list to a Microsoft Excel spreadsheet. You can also map a system speed dial number to a button on your phone (see Assigning Access Button Functions Using the VCX User Interface). See Dialing System Speed Dial Numbers. ■ ■ ■ ■ ■ ■ ■ ■ Enabling Call Forwarding Call Coverage — Allows you to set your default call coverage point.
CHAPTER 6: USING THE VCX USER INTERFACE You can also configure and enable call forwarding through your phone’s Telephone User Interface (TUI). See Call Forwarding.
Configuring a Call Coverage Point 85 To set up call forwarding, log in to the VCX User Interface, select the Calling Features option, then access the Call Forwarding tabbed page. Enable the appropriate forwarding conditions and click Save. If you configure and enable any call forwarding option through the VCX User Interface, the option becomes effective the next time your phone registers with the VCX call processor (ask you administrator about registration intervals).
CHAPTER 6: USING THE VCX USER INTERFACE If the no coverage option is selected and a call is not answered, the caller will hear a busy tone or an error message depending on the reason for the unanswered call. If you enable Do Not Disturb on your phone, calls will automatically go to the call coverage point, which may or may not be voice mail. The call coverage point must be set through the VCX User Interface (or the Administrator Interface). It cannot be set through the Telephone User Interface.
Enabling Bridged Extensions 87 The VCX system allows you to set up your extension so that other users can receive your calls at their phones. Through the VCX User Interface, you can grant permission to up to four other users to receive calls intended for your extension; that is, you are “bridging” your extension to their phones. The bridged phone is sometimes referred to as the primary phone. The phone receiving bridged calls is sometimes referred to as the secondary phone.
CHAPTER 6: USING THE VCX USER INTERFACE 3 For the bridged line settings to take effect, the phone must retrieve the new settings from the VCX server. By default, phones check the VCX server for new information every 60 minutes (the phone registration interval). To retrieve bridged line settings, you can use one of the following options: ■ ■ Wait for the phone registration interval to expire (60 minutes or less, depending on when the last registration occurred). Log off and then log on to the phone.
Enabling Bridged Extensions 89 Calls to a bridged extension that are not answered always follow the call coverage point configured for the primary phone, or, if call forwarding is enabled, the appropriate call forward setting for the primary phone. Topics in this section describe how bridged calls are handled when certain VCX features are invoked by the primary phone user, the secondary phone user, or both users.
CHAPTER 6: USING THE VCX USER INTERFACE Forward destination when the Call Forward - Ring No Answer ring timeout value is reached. ■ If the secondary phone user presses the DND button while the call is ringing, it stops ringing but continues to ring on the primary. If the primary phone does not answer, the call goes to the primary phone’s Call Forward destination when the Call Forward - Ring No Answer ring timeout value is reached.
Enabling Bridged Extensions 91 ■ If the primary phone enables Call Forward Universal, calls to the primary go to the Call Forward Universal destination immediately and do not ring on the primary or secondary phones. ■ If a secondary phone enables Forward to Voice Mail or Call Forwarding to another extension, these settings affect only calls to the secondary phone extension. A bridged call rings on both the primary phone and secondary phone.
CHAPTER 6: USING THE VCX USER INTERFACE When either a primary or secondary phone user parks a call and the call park timeout value is reached (the default is 5 minutes), the parked call rings back only on the phone that parked the call. For example, if a primary phone user parks a bridged call to a Call Park extension and no one picks up the parked call, after 5 minutes the parked call rings back only on the primary phone that parked the call.
Personal Speed Dial Access Buttons 93 Pressing the MSG button lists the mailboxes. You can press Up and Down arrow keys to select a mailbox, then press the MSG button again to connect to that mailbox. Personal Speed Dial Access Buttons The VCX User Interface allows you to set up personal speed dial access buttons using two method; by assigning the Personal Speed Dial feature to an access button and by assigning the Call feature to an access button.
CHAPTER 6: USING THE VCX USER INTERFACE
7 VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT The VCX Attendant Console (Model 3105) and the VCX Complement Attendant Software (CAS) application enable a receptionist to handle high call volumes efficiently. Although receptionists are the primary users of the Attendant Console and the CAS, the two 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.
CHAPTER 7: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT VCX Attendant Console The VCX 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 4 illustrates the buttons and controls on the VCX 3105 Attendant Console.
VCX Attendant Console 97 Figure 4 VCX 3105 Attendant Console 5 6 7 1 2 3 4 8 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 three-way 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.
CHAPTER 7: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT 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.
VCX Attendant Console 99 a In the Criteria-base Search section, in the Type of File list box, select Documentation. b In the Product Category list box, select Convergence/IP Telephony. c In the Filename text box, enter labels.exe. d In the Operating System list box, select All. e 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. (Do not download any of the labels.exe files for the NBX product.
CHAPTER 7: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT Table 6 Status Indicator Lights for System Appearance Buttons Complement Attendant Software 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 The Complement Attendant Software (CAS) application is an optional VCX component, which requires a license.
Complement Attendant Software 101 The main window includes three areas: ■ The Call List appears on the top part of the window and displays currently active calls. See Table 7. ■ The Command Buttons appear below the Call List and perform operations on a selected call. See Table 8. ■ The Directory List appears on the bottom of the window and lists phone extensions and users in the system directory. See Table 7.
CHAPTER 7: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT Table 7 Elements of the Complement Attendant Software Screens (continued) Field Purpose Main Directory tab Displays all the entries in the Directory List.1 Extension Status — Sorts the data in the directory by extension status. Extension — Sorts the data in the directory by listing the extension numbers in ascending order. First Name — Sorts the list of users in alphabetical order by first name.
Complement Attendant Software 103 Table 8 Complement Attendant Software Buttons and Keyboard Shortcuts Keyboard Shortcut Button Purpose Park Places a call in a “holding pattern” so that it can be retrieved from another telephone on the system. Alt+K Unpark Releases a caller from a “holding pattern.” Alt+U Transfer Forwards a call to another telephone. Alt+T Completes the transfer of a call. Alt+M Enables three subscribers to participate in a single call.
CHAPTER 7: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT
A TELEPHONE INSTALLATION AND MAINTENANCE This chapter covers these topics: ■ Connecting the Telephone ■ Opening the 3105 Attendant Console Label Cover ■ Moving Your Telephone ■ Swapping Telephones ■ Cleaning Your Telephone ■ Troubleshooting Problems
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Connecting the Telephone Although the connector layout varies between telephones, all VCX telephones and attendant consoles use these symbols to identify the connectors: Power connection for an AC power adapter. Network connection. Connects the device to the network. A powered Ethernet cable that conforms to the Power over Ethernet (IEEE 802.
Connecting the Telephone 107 Figure 6 Underside of the VCX 3102 Business Telephone 1 2 3 4 6 5 CAUTION: The VCX system operates over the LAN, not through traditional telephone wiring. Your telephone connects to the VCX system through an RJ-45 LAN connector instead of an RJ-11 telephone connector. Your telephone will not work unless it is connected properly. Ask your administrator if you have questions about your telephone connection.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Attaching and Adjusting the Articulating Support Bracket The articulating support bracket is common to the following devices: ■ 3Com 3105 Attendant Console ■ 3Com 3103 Manager’s Telephone Figure 7, Figure 8, and Figure 9 show a 3102 Telephone. The instructions apply to all telephones. Figure 7 Attaching the Support Bracket To attach the support bracket, 1, snap the bracket into the mounting supports 2, on the bottom of the telephone.
Attaching and Adjusting the Articulating Support Bracket 109 Figure 8 Adjusting the Support Bracket To adjust the support bracket, press to release the lock tab 1, rotate the bracket to the position that you want, and then release the lock tab.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Figure 9 Wall Mounting a 3102 Telephone When you mount a 3101, 3101SP, 3102, or 3103 telephone on a wall, attach the support bracket and adjust it so that the bottom of the support bracket rests against the bottom supports on the telephone, 1. Safe wall mounting requires 3/4-inch drywall and 1.5-inch drywall screws.
Opening the 3105 Attendant Console Label Cover Opening the 3105 Attendant Console Label Cover 111 For instructions on how to create and print labels, see Printing Labels on page 98. Figure 10 3105 Attendant Console Label Cover Tabs After you print the labels and then cut them out, remove the plastic cover from the Attendant Console by pulling up on the two tabs at the top of the Attendant Console until the top of the cover pops off.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Cleaning Your Telephone Always unplug your telephone from the power source and from the network before you clean it. Use a soft cloth dampened with mild detergent. WARNING: Failure to unplug the telephone before you clean it could result in electrical shock. Troubleshooting Problems Table 9 lists possible problems that you may encounter and the most likely solutions.
Troubleshooting Problems 113 Table 9 Possible Problems (continued) Possible Problem Suggested Solutions On my VCX Business You have the Hands Free feature enabled. For details, Telephone, all incoming see Using the Hands Free Feature. internal calls come over my speaker phone. My telephone is not forwarding my incoming calls to my voice mailbox. Verify that you have activated the Forward to Voice Mail feature. For details, see Forwarding Calls to Voice Mail.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
INDEX Numbers 3105 Attendant Console 95 creating labels 98 figure and features 97 overview 96 A accessing the VCX User Interface 80 all calls (call forwarding) set through VCX User interface 84 All Ports Busy message 112 answering a call 28 B Barge In 69 bracket 3103, telephone support 108 bridging extensions enabling 86 busy line (call forwarding) set through VCX User interface 84 set with a feature code 63 C call coverage forwarding calls to 85 call fallback (call forwarding) 84 call forward problems
INDEX feature interaction 77 linear 74 logging in 76 overview 72 timeout values 75 types 74 viewing membership and status 78 D dial tone, troubleshooting an NBX Telephone 112 dialing a remote office using a site code 31 using a unique extension 30 dialing while on a call 37 directed call pickup 66 directory of users global 52 local 52 display panel contrast 23 soft keys 18 using 52 Do Not Disturb activating 40 dropping calls 32 E electrical shock, avoiding 112 extensions bridging 86 F feature codes
R R redialing 30 registrations through the VCX User Interface 82 relocating telephones 111 Remote Call Forward 71 ring no answer (call forwarding) set through VCX User interface 84 set with a feature code 62 ring patterns setting through the VCX User Interface 81 RJ-11 jack caution, avoiding use with VCX telephones 107 RJ-45 jack caution, using instead of RJ11 107 S selective ringing setting through the VCX User Interface 83 Silent Monitor 68 blocking 70 site codes 31 soft keys 18 speaker phone problems w
