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Part Number 900-0338-01
Published July 2006
NBX
®
Entry Telephone Guide
NBX Networked Telephony Solutions
System Release 6.0
3Com Corporation
350 Campus Drive
Marlborough, MA
01752-3064
Copyright © 1998–2006, 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.
3Com Corporation reserves the right to revise this documentation and to make changes in content from
time to time without obligation on the part of 3Com Corporation to provide notification of such revision
or change.
3Com Corporation provides this documentation without warranty, term, or condition of any kind, either
implied or expressed, including, but not limited to, the implied warranties, terms, or conditions of
merchantability, satisfactory quality, and fitness for a particular purpose. 3Com may make improvements
or changes in the product(s) and/or the program(s) described in this documentation at any time.
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, the 3Com logo, and NBX are registered trademarks of 3Com Corporation. NBX NetSet and pcXset
are trademarks of 3Com Corporation.
Other brand and product names may be registered trademarks or trademarks of their respective holders.
CONTENTS
ABOUT THIS GUIDE
How to Use This Guide 10
Conventions 10
Documentation 11
Comments on the Documentation 11
1 GETTING STARTED
Setting Up Your Password and Voice Mail for the First Time 13
NBX NetSet Utility 15
Starting the NBX NetSet Utility 16
Navigating the NBX NetSet Utility 17
Setting Your Accessibility Options 17
Quick Reference Guide 17
2 3COM 3100 ENTRY TELEPHONE
Telephone Buttons and Controls 20
Hook Switch Features 21
Hold a Call 21
Transfer a Call 21
Conference Calls 21
3 NBX MESSAGING
NBX Messaging Components 23
Important Considerations 23
Changing Your Password 24
Security Tips 25
Changing Your Name Announcement and Personal Greetings 25
Listening to NBX Messages 26
Message Indicators 26
Listening from Your Computer 27
4
Listening from Your 3Com Telephone 27
Listening from Any Internal 3Com Telephone 27
Listening from an External Location 27
Managing Your Messages 28
Information About Your Messages 28
Replying to a Message 29
Forwarding a Message 29
Creating and Sending a Message 30
Using Voice Mail Group Lists 31
Viewing System Groups 31
Creating Personal Groups 31
Modifying or Deleting Personal Groups 33
Marking a Message as Private or Urgent 34
Other Ways to Manage Your Voice Mail Messages 35
Other Kinds of Mailboxes 35
Greeting-Only Mailbox 35
Phantom Mailbox 36
Group Mailbox 36
4 STANDARD FEATURES
Answering a Call 39
Dialing a Call 40
An Internal Call 40
An External Call 40
Redialing a Call 40
Forwarding Incoming Calls 40
Call Coverage Points 41
Condition to Forward Calls 41
Setting Call Forward from the Telephone 41
Setting Call Forward from the NBX NetSet Utility 43
Call Forward Precedence 45
Putting a Call on Hold 46
Dialing Another Call 46
Transferring a Call 46
Announced (Screened) Transfer 47
Blind Transfer 47
Direct Mail Transfer 47
5
Establishing a Conference Call 48
Disconnecting the Last Person That You Called 49
More About Conference Calls 49
Using Camp On 49
Initiating Camp On With Call Transfer 50
Initiating Direct
Camp On 51
More About
Camp On 51
Using Automatic Callback 53
Initiating Automatic Callback 53
More About Automatic Callback 53
Setting the Volume 54
5 PERSONALIZING YOUR TELEPHONE
Guidelines About Features on NBX Telephones 57
Ringer Tones 58
Speed Dials 58
Personal Speed Dials 58
System-wide Speed Dials 59
Printing Speed Dial Lists 60
Off-Site Notification 60
Managing Off-site Notification Using the Telephone 64
Do Not Disturb 64
Preventing Unauthorized Use of Your Telephone 65
Telephone Locking 65
Call Permissions 66
Class of Service Override 66
Using a Headset 67
General Headset Instructions 67
Returning to the Headset After a Long Delay 68
6 GETTING MORE FROM YOUR TELEPHONE SYSTEM
Listening to Your Messages in Your E-mail 72
Account (Billing) Codes 72
Caller ID 73
Internal and External Caller ID 73
6
Calling Line Identity Restriction (CLIR) 73
Call Pickup 74
Directed Call Pickup on a Specific Telephone 75
Group Call Pickup 75
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 75
Automatic Call Distribution 76
Hunt Groups 78
Calling Groups 80
Group Membership 81
Supervisory Monitoring 81
Agent Role for 3Com Entry and Analog Telephones 82
Supervisory Monitoring Terminology 82
Call Privacy 83
WhisperPage 84
Starting a WhisperPage Session 85
More About WhisperPage 85
Call Park 86
Paging 87
Paging the System 88
Paging Zones 88
Configurable Operators 89
How Configurable Operators Work 89
Configuring the Operators 90
Using Message Waiting Indicator to Telephone 91
Sending an MWI Message 91
Retrieving an MWI Message 91
Cancelling an MWI Message 91
Dialing a Call to a Remote Office 92
Using Unique Extensions 92
Using Site Codes 93
Using Pulse Dialing 94
Additional Applications 95
7 FEATURE CODES
NBX Tones 97
Feature Codes with 3Com Telephones 98
3Com Entry Telephone 99
7
Using Feature Codes 99
A TELEPHONE INSTALLATION AND MAINTENANCE
Connecting the Telephone 103
Attaching the 3100 Support Bracket 105
Desktop Position 105
Wall-Mount Position 106
Moving Your Telephone 106
Swapping Telephones 106
Cleaning Your Telephone 107
Troubleshooting Problems 107
INDEX
8
ABOUT THIS GUIDE
This guide is intended for anyone using:
■ 3Com
®
Entry Telephones
It includes information about using the NBX Voice Mail system and the
NBX
NetSet
™
administration utility for personal telephone settings.
Devices documented in this guide include:
■ Telephones
■ 3Com 3100 Entry Telephone
If the information in the release notes (readme.pdf) on the NBX Resource
Pack CD differs from the information in this guide, follow the instructions
in the release notes.
Analog telephones connected through the Analog Terminal Card or the
Analog Terminal Adapter can use most of the features described in this
book. See the
NBX Feature Codes Guide for Analog Telephones in the
NBX NetSet Utility.
10 ABOUT THIS GUIDE
How to Use
This Guide
Table 1 shows where to look for specific information in this guide.
Conventions Table 2 defines some commonly used words and phrases in this guide.
Tab le 1 Where to Find Information
If you are looking for information about Turn to
How to get started with your new telephone Chapter 1
The 3Com 3100 Entry Telephone Chapter 2
NBX Voice Messaging features Chapter 3
Using standard telephone features Chapter 4
Personalizing your telephone Chapter 5
Enhanced system features Chapter 6
Feature codes Chapter 7
Telephone maintenance and troubleshooting information Appendix A
References to all topics in this book Index
Tab le 2 Common Terms
Term Definition
Auto Attendant The set of voice prompts that answers incoming calls and
describes actions that a caller or user can take to access
individual services.
Administrator The person who is responsible for maintaining your
3Com Networked Telephony Solution.
Receptionist The person who answers the majority of incoming
telephone calls. In some business environments, this
person may be a switchboard operator.
User A person who has a single 3Com Telephone or an
analog telephone connected to the NBX system through
an ATC card or the single-port ATA device.
Documentation 11
Table 3 lists conventions that are used throughout this guide.
Documentation The documentation set for 3Com NBX Networked Telephony Solutions is
designed to help NBX telephone users, installers, and administrators
maximize the full potential of the system.
The NBX Resource Pack CD contains many guides to the NBX products
and their related 3Com applications.
When you log in to the NBX NetSet utility as a user, you can go to the
Resources menu and view the PDF versions of the NBX Quick Reference
Guide, NBX
Telephone Guide and NBX Feature Codes Guide by clicking
the link on its associated tab page.
The NBX NetSet utility also includes a searchable Help system with Help
buttons on each page.
An administrator who logs in can also see the NBX Installation Guide and
the NBX
Administrator’s Guide.
Comments on the
Documentation
Your suggestions are important to us. They help us to make the NBX
documentation more useful to you.
Please send your e-mail comments about this guide or any of the
3Com
NBX documentation and Help systems to:
Voice_TechComm_Comments@3com.com
Include the following information with your comments:
■ Document title
■ Document part number (found on the front or back page)
Tab le 3 Icons
Icon Type Description
Information note Information that describes important features
or instructions.
Caution Information that alerts you to potential loss of
data or potential damage to an application,
system, device, or network.
Warning Information that alerts you to potential
personal injury.
12 ABOUT THIS GUIDE
■ Page number
As always, please address all questions regarding the NBX hardware and
software to your 3Com NBX Voice-Authorized Partner.
1
GETTING STARTED
As soon as you are given a telephone and extension number, you need to
set up a password and record your name announcement and personal
greeting.
This chapter covers these topics:
■ Setting Up Your Password and Voice Mail for the First Time
■ NBX NetSet Utility
■ Quick Reference Guide
For how to access NBX® features from an analog telephone, set your
password as described next and then see the NBX Feature Codes Guide in
the NBX NetSet™ utility.
For how to set your NBX NetSet utility password and access NBX features
from a third-party, SIP-based, IP telephone, see the NBX Feature Codes
Guide for SIP Telephones.
Setting Up Your
Password and
Voice
Mail
for
the First Time
The procedure by which you set up your password and voice mailbox for
the first time depends on:
■ The kind of telephone that you have
■ The kind of voice messaging system on your NBX system. Ask your
administrator what kind of voice messaging is active on your system.
Table 4 describes how to set up your first password.
For details on tones and feature codes, see Chapter 7. For details on
tones and feature codes on analog telephones, see the NBX Feature
Codes Guide in the NBX NetSet utility.
14 CHAPTER 1: GETTING STARTED
Tab le 4 Setting Your NBX NetSet Utility and NBX Messaging Password
Feature 3Com Phones Analog Phones
Password — Set Initially
If your system uses NBX Messaging, follow the NBX
voice prompts to set your NBX password (which is the
same for the NBX NetSet utility and voice messaging) OR
use the NBX NetSet utility, described next.
If your system uses a voice messaging application
other than NBX Messaging
1
, use this code sequence
to set your password for the NBX NetSet utility. 3Com
recommends that you use the same password for the
NBX NetSet utility and your messaging application.
For all voice messaging systems:
■ Use only 4- to 10-digit numbers
■ Do not use letters, *, or # as part of your password.
Message button and
follow the voice prompts
OR, for systems that do
not use NBX Messaging:
Feature
+ 434
+ new password
+ #
+ repeat your new
password
+ #
500 ** and follow the
voice prompts
OR, for systems that do
not use NBX Messaging:
#
(Feature Entry Tone)
+ 434
(Feature Entry Tone)
+ new password
+ #
(Feature Entry Tone)
+ repeat your new
password
+ #
(Confirmation Tone)
Password — Change
If your system uses NBX Messaging, follow the NBX
voice prompts to change your NBX password (which
changes your NBX NetSet utility password, because they
are the same) OR use the NBX NetSet utility, described
next.
If your system uses a voice messaging application
other than NBX Messaging
1
, use this code sequence
to change your password for the NBX NetSet utility.
3Com recommends that you use the same password for
the NBX NetSet utility and your voice messaging
application.
For all voice messaging systems:
If you forget your password, the administrator can reset
it to your extension. Then use this code (for applications
other than NBX Messaging) or the NBX voice prompts to
change it.
Message button
+ old password
+ #
+ 9
+ 2
+ follow the prompts
OR, for systems that do
not use NBX Messaging:
Feature
+ 434
+ old password
+ #
+ new password
+ #
+ repeat your new
password
500 **
+ extension number
+ old password
+ #
+ 9
+ 2
+ follow the prompts
OR, for systems that do
not use NBX Messaging:
#
(Feature Entry Tone)
+ 434
(Feature Entry Tone)
+ old password
+ #
(Feature Entry Tone)
+ new password
+ #
(Feature Entry Tone)
+ repeat your new
password
+ #
(Confirmation Tone)
NBX NetSet Utility 15
After you have set your initial NBX password, continue to follow the voice
prompts to record your name announcement. Your name announcement
tells callers that they have reached your voice mailbox.
Then follow the voice prompts to record your personal greeting. Your
personal greeting lets callers know important information about you, for
instance, that you are on vacation, available at another number, or
unavailable for a specified amount of time.
At any time you can change these greetings or record more than one
personal greeting and choose which one is active. See
“Changing Your
Name Announcement and Personal Greetings” in Chapter 3.
NBX NetSet Utility The NBX NetSet utility has two interfaces:
■ Administrator — Your administrator logs in with a special password
and uses the NBX NetSet utility to manage and configure system-wide
telephone settings and many of the settings for your telephone.
1
Exception: If you are using a third-party, SIP-based, IP
telephone on the NBX system, refer to the NBX
®
Feature
Codes Guide for SIP Telephones for how to set and change
the NBX NetSet utility password.
Table 4 Setting Your NBX NetSet Utility and NBX Messaging Password (continued)
Feature 3Com Phones Analog Phones
Password — Set Initially
If your system uses NBX Messaging, follow the NBX
voice prompts to set your NBX password (which is the
same for the NBX NetSet utility and voice messaging) OR
use the NBX NetSet utility, described next.
If your system uses a voice messaging application
other than NBX Messaging
1
, use this code sequence
to set your password for the NBX NetSet utility. 3Com
recommends that you use the same password for the
NBX NetSet utility and your messaging application.
For all voice messaging systems:
■ Use only 4- to 10-digit numbers
■ Do not use letters, *, or # as part of your password.
Message button and
follow the voice prompts
OR, for systems that do
not use NBX Messaging:
Feature
+ 434
+ new password
+ #
+ repeat your new
password
+ #
500 ** and follow the
voice prompts
OR, for systems that do
not use NBX Messaging:
#
(Feature Entry Tone)
+ 434
(Feature Entry Tone)
+ new password
+ #
(Feature Entry Tone)
+ repeat your new
password
+ #
(Confirmation Tone)
16 CHAPTER 1: GETTING STARTED
■ User — As a telephone user, you log in to the NBX NetSet utility with
your own system ID (your extension) and password to:
■ View and change your telephone’s personal settings, such as speed
dials, ringer tone, accessibility options, and specify where you want
your calls to go when you cannot answer them (your call coverage
points).
■ Listen to and delete your voice messages from your computer as an
alternative to managing calls on your telephone.
■ View your call permissions, certain current feature settings, and the
internal user directory to call other users on your system.
■ Log in to and out of one or all ACD groups, hunt groups, and
calling groups of which your telephone is a member.
See Chapter 4, Chapter 5, and Chapter 6 for discussions about the
standard and enhanced features that you can monitor and change in the
NBX NetSet utility. See
Chapter 3 for voice messaging features.
If your NBX system uses a messaging application other than NBX
Messaging, off-site notification and other voice messaging features are
available through your messaging application. See the application’s
documentation rather than using this Guide.
Starting the NBX
NetSet
Utility
To use the NBX NetSet utility, you need a computer that is connected to
your local area network (LAN) and that has a web browser. (You do not
need Internet access.) To start the NBX NetSet utility:
1 Ask your administrator for the IP address (or DNS host name) for your
NBX system. In the web browser on your computer (Microsoft Internet
Explorer version 5.5 or later is optimal), enter the IP address (or DNS host
name) in the Address field, and then press Enter. The NBX NetSet utility
login screen appears.
You cannot log in to the NBX NetSet utility until you establish your
password through your telephone using NBX voice prompts or the
Feature Code sequence. See
Table 4 earlier in this chapter.
2 Click User to log in as a user. The password dialog box appears.
3 Type your NBX NetSet utility user identification (always your 3-digit or
4-digit telephone extension) and your
NBX NetSet utility password, and
then click OK.
Quick Reference Guide 17
Navigating the NBX
NetSet Utility
Once you log in to the NBX NetSet utility, you can easily locate the
information you need to use your NBX telephone features. Start by
clicking the category you want in the left-hand column. Tabs indicating
the specific topics for this category appear at the top of the NBX NetSet
window. To display a particular topic, click its associated tab.
You can also quickly access any of the frequently used topics from the
Favorites menu. Simply select an item from the drop-down list to go to
the selected topic. (If your browser does not support JavaScript, click the
Go button after selecting an item.)
Setting Your
Accessibility Options
To change your NBX telephone’s settings for accessibility and to choose
the format for your NBX NetSet utility online Help, log in to the NBX
NetSet utility and go to Accessibility > Accessibility Options. After
selecting your preferences, click Apply to save your changes.
Quick Reference
Guide
To open and print a copy of the Quick Reference Guide for the most
frequently used features on your telephone:
1 Log in to the NBX NetSet utility. See “Starting the NBX NetSet Utility”
earlier in this chapter.
2 Go to Resources > Telephone Quick Reference and click the
Telephone Quick Reference link. The quick reference guide that
pertains to your telephone appears. Adobe Acrobat Reader 5.0 or higher
is required to view the file. Adobe Acrobat Reader is available free from
the Adobe Web site:
www.adobe.com
18 CHAPTER 1: GETTING STARTED
2
3COM 3100 ENTRY TELEPHONE
This chapter describes the buttons, controls, and features on the 3Com®
3100 Entry Telephone.
The chapter covers these topics:
■ Telephone Buttons and Controls
■ Hook Switch Features
For how these features work on an analog telephone that is connected to
the NBX® system, see the NBX Feature Codes Guide for Analog
Telephones, which you can access by going to Resources > Features
Codes Guide in the NBX NetSet™ utility.
20 CHAPTER 2: 3COM 3100 ENTRY TELEPHONE
Telephone Buttons
and Controls
Figure 1 shows the buttons and controls on the 3Com 3100 Entry
Telephone.
Figure 1 3Com 3100 Entry Telephone
1 Message Waiting Indicator (MWI) for Voice Mail— When lit,
indicates that you have one or more new voice mail messages in your
voice mailbox. Also, this indicator flashes when your telephone rings.
2 Telephone key pad
3 Feature button — Allows you to access a large number of telephone
features. See “Feature Codes with 3Com Telephones” in Chapter 7.
4 Volume up — Raises the volume of the ringer or the handset. See
“Setting the Volume” in Chapter 4.
5 Message button — Accesses your voice mail messages through the
NBX Messaging system. See “Listening to NBX Messages” in Chapter 3.
2
1
3
4
5
6
7
8
Hook Switch Features 21
6 Volume down — Lowers the volume of the ringer or the handset. See
“Setting the Volume” in Chapter 4.
7 Hook switch (under the handset) — Pressing and releasing the hook
switch gives you a dial tone. Quickly pressing and releasing gives you
access to hook switch features. See
“Hook Switch Features” below.
8 Handset
Hook Switch
Features
Quickly press and release the hook switch on the 3Com Entry Telephone
to hold a call, transfer a call, or establish a conference call. This is
sometimes called hook flash.
Hold a Call Press and release the hook switch to put your current call on hold. You
hear the dial tone. Press and release the hook switch again to return to
the call. See
“Putting a Call on Hold” in Chapter 4.
If you hang up without returning to the call on hold, your telephone rings
to reconnect you to the call on hold.
Transfer a Call Press and release the hook switch to put your current call on hold. You
hear the dial tone. Dial the number to which you want to transfer the
call. When you hang up, the transfer completes. See
“Transferring a Call”
in Chapter 4.
Conference Calls Press and release the hook switch to put your current call on hold. You
hear the dial tone. Dial the number of the user you want to add to a
conference. When you press and release the hook switch again, the new
user is added to the conference call. See
“Establishing a Conference Call”
in Chapter 4.
If you hang up without returning to the call on hold, your telephone rings
to reconnect you to the call on hold.
22 CHAPTER 2: 3COM 3100 ENTRY TELEPHONE
■ Follow these rules for timing the press and release of the hook switch:
■ If you press and then release the hook switch too quickly, the
system ignores the signal.
■ If you press and then hold the hook switch for too long, the system
interprets that you have hung up and returns you to dial tone.
■ Therefore, press and hold the hook switch for approximately one
half second before you release it and move to the next step in the
feature code sequence. Your administrator can set the length of
time that you hold it.
3
NBX MESSAGING
This chapter describes the NBX
®
Networked Telephony Solutions voice
messaging features. It covers these topics:
■ NBX Messaging Components
■ Changing Your Password
■ Changing Your Name Announcement and Personal Greetings
■ Listening to NBX Messages
■ Replying to a Message
■ Forwarding a Message
■ Creating and Sending a Message
■ Using Voice Mail Group Lists
■ Marking a Message as Private or Urgent
■ Other Ways to Manage Your Voice Mail Messages
■ Other Kinds of Mailboxes
NBX Messaging
Components
A key component of the NBX Networked Telephony Solutions is the
NBX
Messaging system, which includes voice mail, off-site notification,
and several administrative features. Voice mail allows callers to leave voice
messages in your voice mailbox when you are not able to answer your
telephone. You can listen to, save, and forward those messages from any
touch-tone telephone.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of the
instructions in this chapter.
Important
Considerations
■ The steps are the same for initially setting up the name
announcement, personal greetings, and passwords for personal,
24 CHAPTER 3: NBX MESSAGING
greeting-only, and phantom mailboxes. See “Setting Up Your
Password and Voice Mail for the First Time” in Chapter 1 for details.
(Your administrator creates group mailboxes and their passwords.)
■ For changes to passwords and greetings, see “Changing Your
Password” and “Changing Your Name Announcement and Personal
Greetings” later in this chapter.
■ The default setting for the maximum length of each voice mail
message on the system is 5 minutes. Your administrator can configure
your organization’s NBX Messaging system to receive and store voice
mail
messages that are up to 10 minutes long.
■ Use the Off-Site Notification feature if you want the NBX system to
notify you when callers leave voice mail messages in your voice
mailbox. See
“Off-Site Notification” in Chapter 5.
■ With a touch-tone telephone, you are able to bypass system messages
using option buttons if you are configuring passwords and greetings.
However, you cannot bypass voice mail messages in this manner.
Changing Your
Password
You use the same 4-digit to 10-digit password to log in to the NBX
NetSet™ utility and to access your NBX voice mail. You can change this
password with your telephone (using the NBX voice prompts or a feature
code) or through the NBX NetSet utility.
To set up your password for the first time, see Table 4 and “NBX NetSet
Utility” in Chapter 1. Table 4 also describes how to change your
password.
If you forget your password, the administrator can set it to be your
extension number. Then follow the instructions in
Table 4 in Chapter 1 to
change it to a more secure password. Also see “Security Tips” next.
If your NBX system uses a messaging system other than NBX Messaging:
■ Use the feature code method described in Table 4 in Chapter 1 to set
and change the NBX NetSet utility password.
■ 3Com recommends that you use the same password for your voice
messaging system and for the NBX NetSet utility.
Changing Your Name Announcement and Personal Greetings 25
Security Tips ■ Change your password often.
■ Do not use passwords that can easily identify you, such as your phone
extension or birth date.
■ Avoid simple passwords such as 1234 or 0000.
■ Use numbers only; do not use letters, *, or # as part of your password.
■ Longer passwords are more secure. You can use up to 10-digits for
your password.
■ Never tell your password to anyone.
Changing Your
Name
Announcement and
Personal Greetings
You set name announcement and personal greeting when you first set
your voice mail. See
“Setting Up Your Password and Voice Mail
for the First Time” in Chapter 1. Change your personal greeting often, to
ensure that callers hear up-to-date information.
You can record up to five personal greetings and choose which to use
from the telephone. You can also review, delete, or choose which to
make active with the NBX NetSet utility.
If appropriate, you may also want to change the greeting for an extension
that is a “greeting-only mailbox,” so that callers do not attempt to leave
messages. See
“Greeting-Only Mailbox” later in this chapter.
To change your name announcement or personal greetings:
1 Log in to your mailbox at your telephone or remotely.
2 Press 9 for Mailbox Options and then press 1.
3 To review or change your name announcement, press 1 and follow the
prompts.
4 To review or change your personal greetings, press 2 and follow the
prompts.
Using the NBX NetSet utility, you can review or delete a personal greeting
or choose which of your recorded greetings to make active.
To hear or delete your personal greetings or choose your active personal
greeting from the NBX NetSet utility:
1 Log in to the NBX NetSet utility with your extension and password.
2 Go to NBX Voice Mail Settings > Personal Greeting.
26 CHAPTER 3: NBX MESSAGING
3 Select a greeting.
a Click Select to choose the greeting as the active greeting.
b Click on the greeting identifier in the Number column to hear the
greeting.
c Click Delete to delete the greeting. You cannot delete greeting
number 1; you can re-record it through the phone.
d Click Apply to apply your changes or Reset to deselect the active
greeting.
If you forget your password, the administrator can set it to be your
extension number. Then follow the instructions in Table 4 in Chapter 1 to
change it to a more secure password. Also see “Security Tips” earlier in
this chapter.
Listening to NBX
Messages
You can listen to your NBX voice mail messages from your 3Com®
telephone, from any touch-tone telephone, or by logging in to the NBX
NetSet utility. After you listen to messages, you can save or delete them
to clear them from the New Messages queue. For how to set up your
NBX NetSet utility password the first time, see
Table 4 and “NBX NetSet
Utility” in Chapter 1.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of these
instructions.
Message Indicators Here is how you can tell if you have messages in your mailbox:
■ On a 3Com 3100 Entry Telephone — The indicator bar above the
key pad is lit.
■ On an analog telephone — Pick up the handset. If you hear the
New Messages Tone (rapid stutter tone), you have new messages or
messages that you have listened to but have not yet saved or deleted.
For information on accessing NBX features from an analog telephone,
see the NBX Feature Codes Guide in the NBX NetSet utility.
■ In the NBX NetSet utility — Log in as a user. The list of your
messages appears on the My Messages > Voice Mailbox page. A
new message has a
* next to it. A forwarded messages has -->Fw:
next to it.
Listening to NBX Messages 27
Listening from Your
Computer
To listen to your messages from your computer, you must have a way of
playing audio files:
■ A USB audio device such as a USB headset and an operating system
that supports USB
OR
■ A sound card, an application such as Windows Media Player, and
either headphones or speakers
1 Log in to the NBX NetSet utility with your extension and password.
2 Go to My Messages > Voice Mailbox and select a message.
3 Click Listen.
4 The third-party application downloads the voice message and plays it.
5 To delete the message, select the message and then click Delete.
Listening from Your
3Com Telephone
To listen to your messages from your own 3Com Telephone:
1 Pick up the handset and press the Message button to access the
mailbox.
2 At the prompt, dial your password and press #.
3 See “Managing Your Messages” for the buttons that you use to manage
your messages.
Listening from Any
Internal 3Com
Telephone
To listen to your messages from any 3Com Telephone other than your
own within your NBX system:
1 Pick up the handset and press the Message button.
2 Press * and dial your extension. You hear your name announcement.
3 Dial your password and press #.
4 See “Managing Your Messages” for the buttons that you use to manage
your messages.
Listening from an
External Location
To listen to your messages from an external telephone:
■ If you can dial your telephone extension directly — Press *
during your personal greeting. At the prompts, enter your extension
and password, and press #.
28 CHAPTER 3: NBX MESSAGING
■ If you call the main telephone number of your organization
and:
■ The Automated Attendant answers — Press ** during your
personal greeting. At the prompts, enter your extension and
password, and press *.
■ The receptionist answers — Ask to be transferred to your voice
mail. Press * during your personal greeting. At the prompts, enter
your extension and password, and press #.
Managing Your
Messages
Use these buttons to manage your messages:
Press 1 to play or repeat the message.
Press 2 to save the message.
Press 3 to delete the message from your mailbox. You cannot retrieve a
message after you delete it.
Press 4 to reply to the message. See “Replying to a Message” later in this
chapter.
Press 5 to forward the message. See “Forwarding a Message” later in this
chapter.
Press 6 to listen to date, time, and sender information about the
message. See
“Information About Your Messages” next.
Press 7 to back up 3–5 seconds in the current message.
Press 8 to pause the current message for up to 20 seconds.
Press 9 to move ahead 3–5 seconds in the current message.
Press # to move to the next message.
Press * to return to the main menu.
Information About
Your Messages
To listen to date, time, and sender information about a message in your
mailbox, press 6 during or after the message, and then press one of these
buttons:
Press 1 for date and time information.
Press 2 for sender information.
Press 4 to listen to the previous message.
Replying to a Message 29
Replying to a
Message
You can send a reply to a voice mail message, provided that the NBX
system has received the necessary caller ID information.
If you receive a message that is marked Private, you can reply to the
originator, but you cannot forward the message to others.
To reply to a message after you listen to it:
1 Press 4.
If the message has been sent to more than one person, press 1 to reply
only to the sender or press 2 to reply to all of the recipients.
2 After the tone, record your reply.
3 Hang up, or press # for more options.
4 If you press #, press one of these buttons:
Press 1 to send your reply.
Press 2 to re-record your reply.
Press 3 to listen to your reply.
Press 9 to Mark the message Private or Urgent. See “Marking a Message
as Private or Urgent” later in this chapter.
Press * to cancel your message.
Forwarding a
Message
You can forward most messages, with or without comments.
If you receive a message that is marked Private, you cannot forward it.
To forward a message:
1 Log in to your voice mailbox at your telephone or remotely.
2 Listen to a message that you want to forward, and press 5.
3 After the tone, record an introductory message and then press # OR if
you choose not to record a comment, press # when you hear the tone.
4 Optionally, press one of these buttons, OR proceed to step 5.
Press 2 to re-record your introductory comment.
Press 3 to listen to your introductory comment.
Press 9 to mark the message Private or Urgent. See “Marking a
Message as Private or Urgent” later in this chapter.
30 CHAPTER 3: NBX MESSAGING
Press * to cancel your message.
5 When you are ready to forward the message, press 1.
6 Dial one of these destination numbers plus #:
■ The internal extension or mailbox number of the recipient
■ A speed dial number. See “Speed Dials” in Chapter 5.
■ A voice mail group list number. (See “Using Voice Mail Group Lists”
later in this chapter.)
■ A site code plus extension (to send to a user on another NBX system in
your organization). Example: neee or neeee (where n = one or more
site code digits and e = the extension digits on the other system).
For valid site codes in your organization, see your administrator.
7 To forward the message to several recipients, dial each destination
number followed by #.
8 After the last destination number and its #, press # again to send your
message.
9 Follow the prompts to delete or save the message you just forwarded.
Creating and
Sendin
g a Message
To create and send a message directly without actually making a call,
follow these steps:
1 Log in to your mailbox at your telephone or remotely.
2 Dial 2 to select Create and Send a Message.
3 At the tone, record a message that is at least 2 seconds long, and press #
to end the recording.
4 Optionally, press one of these buttons, OR proceed to step 5.
Press 2 to re-record the message.
Press 3 to review the message.
Press 9 to mark the message Private or Urgent. See “Marking a
Message as Private or Urgent” later in this chapter.
Press * to cancel your message.
5 When you are ready to send the message, press 1.
6 Dial one of these destination numbers plus #:
■ The internal extension or mailbox number of the recipient
Using Voice Mail Group Lists 31
■ A speed dial number. See “Speed Dials” in Chapter 5.
■ A voice mail group list number. (See “Using Voice Mail Group Lists”
later in this chapter.)
■ A site code plus extension (to send to a user on another NBX system in
your organization). Example: neee or neeee (where n = one or more
site code digits and e = the extension digits on the other system)
For valid site codes in your organization, see your administrator.
7 To send the message to several recipients, dial each destination number
followed by #.
8 After the last destination number and its #, press # again to send your
message.
Using Voice Mail
Group Lists
A Voice Mail Group, also called a mail group or mail list, is a collection of
extensions with a special “group number.” Use it to send a message to
everyone on the list at the same time.
A Voice Mail Group is not the same as an ACD Group, Hunt Group, or
Calling Group. See “Automatic Call Distribution Groups, Hunt Groups,
and Calling Groups” in Chapter 6.
Viewing System
Groups
System Voice Mail Groups can be set up by your administrator. You can
send a message to everyone in a System Voice Mail Group by using * plus
the two-digit group number.
You can see a list of System Voice Mail Groups and the membership of
each group through the NBX NetSet utility.
To view System Voice Mail Groups:
1 Log in to the NBX Netset utility and go to NBX Voice Mail Settings >
System Group List. A list of System Group IDs and Names displays.
2 To view the membership of any group, click the Group ID. A list of the
system group members displays.
Creating Personal
Groups
You can create your own Personal Voice Mail Group either through the
telephone or through the NBX NetSet utility.
32 CHAPTER 3: NBX MESSAGING
To create a personal voice mail list through the telephone:
1 Log in to your mailbox at your telephone or remotely.
2 Dial 9 for Mailbox Options.
3 Dial 3 for Group Lists, and then 2 for Create Group.
4 Dial a 2-digit number, 01–99, which becomes the Group Number.
5 After the tone, speak a name for the group, and press #.
6 Dial one of these numbers:
■ 1 to save the group name and proceed to step 7
■ 2 to change the group name and return to step 5
■ * to exit without saving
7 Dial one of these destination numbers plus #:
■ The internal extension or mailbox number of the recipient
■ A speed dial number. See “Speed Dials” in Chapter 5
■ Another personal or system group list number
■ A Voice Profile for Internet Mail (VPIM) extension
■ A site code plus extension (to send to a user on another NBX system in
your organization). Example: neee or neeee (where n = one or more
site code digits and e = the extension digits on the other system)
For valid site codes in your organization, see your administrator.
8 When you have added all of the destination numbers, press:
■ 1 to save the group list
■ 2 to cancel creating the group
■ ** to return to the previous menu
OR hang up.
To create a Personal Voice Mail List through the NBX NetSet utility:
1 Log in to the NBX NetSet utility and go to NBX Voice Mail Settings >
Personal Group List. You see a list of your current personal voice mail
groups with Group IDs and Group Names.
2 Click Add.
3 Enter a Group ID, a number from 01–99 that is not used for a current
group.
Using Voice Mail Group Lists 33
4 Enter a Name for the new group.
5 Enter any VPIM extensions in the VPIMs box.
6 Select members from the Non-Members list and move them to the
Members list by clicking the left arrow.
7 Click Apply and OK to complete the list.
Modifying or
Deleting Personal
Groups
You can review your Personal Voice Mail Groups, add members, or delete
a group from the telephone or from the NBX NetSet utility.
To review or modify a Personal Voice Mail Group from the telephone:
1 Log in to your mailbox at your telephone or remotely.
2 Dial 9 for Mailbox Options.
3 Dial 3 for Group Lists.
4 Press 1, 3, or 4:
Press 1 to review your list of groups.
Press 3 to delete a group.
Press 4 to add or delete group members. See step 5.
Press * to return to the main menu.
5 To add members to a group or delete members from one, press 4.
a To add one or more members to the group, dial one of these
destination numbers plus #:
■ The internal extension or mailbox number of the recipient
■ A speed dial number. See “Speed Dials” in Chapter 5.
■ Another personal or system group list number
■ A VPIM extension
■ A site code plus extension (to send to a user on another NBX
system). Example: neee or neeee (where n = one or more site
code digits and e = the extension digits on the other system). For
valid site codes for your organization, see your administrator.
b To delete one or more members from the group, dial the destination
number that you want to delete and then press 1.
34 CHAPTER 3: NBX MESSAGING
6 When you have added or deleted all of the destination numbers, press:
■ 1 to save the modified group list
■ 2 to cancel this modification to the group
■ ** to return to the previous menu
OR hang up.
To review or modify a Personal Voice Mail Group from the NBX NetSet
utility:
1 Log in the NBX NetSet utility and go to NBX Voice Mail Settings >
Personal Group List. You see a list of your current personal voice mail
groups.
2 Select the group to review or modify.
3 Click Modify.
4 You can change the Name for the group.
5 You can enter any VPIM extensions in the VPIMs box.
6 You can select members from the Non-Members list and move them to
the Members list by clicking the left arrow. OR select members from the
Members list and move them to the Non-Members list by clicking the
right arrow.
7 Click Apply and OK to complete your changes.
To delete a Personal Voice Mail Group from the NBX NetSet utility:
1 Log in to the NBX NetSet utility and go to NBX Voice Mail Settings >
Personal Group List. You see a list of your current personal voice mail
groups.
2 Select the group to delete.
3 Click Remove.
4 Click Yes to confirm.
Marking a Message
as Private or Urgent
When you compose a voice message, you can select Private or Urgent
from the delivery options. If you do not select a delivery option, your
message is sent as a Normal message.
■ Private Messages — The recipient cannot forward the message to
others.
Other Ways to Manage Your Voice Mail Messages 35
■ Urgent Messages — Places the message at the beginning of the
recipient’s message queue. Urgent messages are heard first.
1 Follow the steps in “Replying to a Message”, “Forwarding a Message”,
or “Creating and Sending a Message” earlier in this chapter.
2 In step 4 of those instructions, press 9.
3 To mark the message Urgent, press 1. To mark the message Private,
press 2.
4 To send the marked message, press 1, or listen to the prompts for other
choices.
Other Ways to
Manage Your Voice
Mail
Messages
You can listen to and, in some configurations, delete your voice messages
from within an e-mail application or a messaging application using your
Internet browser. For details, see
“Listening to Your Messages in Your
E-mail” in Chapter 6.
Other Kinds of
Mailboxes
The NBX system allows you (for the greeting-only mailbox) or the
administrator (for phantom or group mailboxes) to set up mailboxes for
special situations, as described in this section.
Greeting-Only
Mailbox
When you designate your mailbox as a greeting-only mailbox, callers hear
your personal greeting but they cannot leave a voice mail message.
To change your voice mailbox to a greeting-only mailbox, log in to the
NBX NetSet utility and go to NBX Voice Mail Settings > Personal
Greeting. Select the Greeting Only Mailbox.
Examples:
■ When you take an extended leave of absence, you can create a
personal greeting with your scheduled date of return and whom to
call during your absence. Callers can be transferred but are unable to
leave voice messages for you. When you return, clear the Greeting
Only Mailbox check box so that callers can leave messages again.
■ If you are a teacher, you can create a new personal greeting on the
school’s NBX system every day to explain homework assignments.
Students call in to the greeting-only mailbox to get the homework
information but cannot leave a message for you on this mailbox.
36 CHAPTER 3: NBX MESSAGING
■ If you are the administrator, you can create a greeting-only mailbox
and use the personal greeting to post information for employees, such
as a notice that the offices are closed because of bad weather.
When you create the personal greeting, remember to tell callers that they
cannot leave messages in this voice mailbox. For instructions on changing
the personal greeting, see
“Changing Your Name Announcement and
Personal Greetings” earlier in this chapter.
In addition to preventing a caller from leaving a message, a greeting-only
mailbox does not allow anyone to forward or create and send a message
to it or reply to a message that was sent from its extension
Avoid adding a greeting-only mailbox to a personal voice mail group list.
Phantom Mailbox A phantom mailbox does not have an actual telephone associated with it.
The administrator sets up a phantom mailbox.
Examples:
■ If you are a sales representative who travels constantly for your
organization and never comes into the office, you still need a way to
receive telephone messages. Using your phantom mailbox, you can
retrieve, forward, and save messages in the same way that any other
employee can but without a physical telephone connected to your
NBX system.
■ If you are an employee who lives a long distance from your office and
works from home, customers and others can leave messages in the
your phantom mailbox and you can call in to the NBX system to
retrieve them, or you can listen to them from the NBX NetSet utility.
You retrieve messages from a phantom mailbox in the same way that you
retrieve messages from a personal mailbox. See
“Listening to NBX
Messages” earlier in this chapter.
Group Mailbox A group mailbox is a voice mailbox from which a group of users can
retrieve messages. Your administrator creates group mailboxes and can
explain how to retrieve messages that are left in the group mailbox.
Example:
■ During nonbusiness hours, the system can send incoming telephone
calls for your sales department to a group mailbox. Your administrator
Other Kinds of Mailboxes 37
assigns to the appropriate sales people the ability to listen to, forward,
or otherwise handle all messages that are directed to the group
mailbox.
38 CHAPTER 3: NBX MESSAGING
4
STANDARD FEATURES
This chapter describes standard features of the NBX® Telephones. It
covers these topics:
■ Answering a Call
■ Dialing a Call
■ Forwarding Incoming Calls
■ Putting a Call on Hold
■ Transferring a Call
■ Direct Mail Transfer
■ Establishing a Conference Call
■ Using Camp On
■ Using Automatic Callback
■ Setting the Volume
For help on accessing NBX features from an analog telephone or a
third-party, SIP-based IP Telephone, see the applicable NBX Feature Codes
Guide in the NBX NetSet™ utility.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of the
instructions in this chapter.
Answering a Call To answer an incoming call, pick up the handset
An unanswered call on any telephone on the NBX system is forwarded to
the call coverage point that you specify in the NBX NetSet utility Call
Forward > Call Forward or Call Forward Override page. To specify the
number of times that your telephone rings before the call is forwarded or
40 CHAPTER 4: STANDARD FEATURES
to specify where you want the call to go, see “Forwarding Incoming
Calls” later in this chapter.
Dialing a Call This section describes standard dialing features. For information on
dialing from an analog telephone, see the NBX Feature Codes Guide in
the NBX NetSet utility.
An Internal Call To dial an internal call:
1 Pick up the handset. You hear the dial tone.
2 Dial the person’s 3-digit or 4-digit extension.
3 When you are finished, hang up the handset.
For details about placing calls to remote or branch offices, see “Dialing a
Call to a Remote Office” in Chapter 6.
An External Call To dial an external call:
1 Pick up the handset. You hear the dial tone. If necessary, dial 9, 8 or
whatever to access an external line.
2 Dial the number.
3 When you finish speaking, hang up the handset.
Redialing a Call On a 3Com Entry Telephone:
■ Pick up the handset and then press Feature + 401 to dial the most
recent number that you dialed.
Forwarding
Incoming Calls
You can choose when and where to forward unanswered incoming calls.
Unanswered calls that come in directly to your extension go to a call
coverage point. You can set different call coverage points for different
conditions: default, no answer, busy, and all calls.
Unanswered calls that come to your telephone through ACD groups,
hunt groups, and calling groups follow the call coverage path that your
administrator sets up for the group. See
“Automatic Call Distribution
Groups, Hunt Groups, and Calling Groups” in Chapter 6.
When you specify call forwarding, you specify the call coverage point and
the condition under which to forward calls.
Forwarding Incoming Calls 41
Call Coverage Points Your call coverage points are the destinations you forward your calls to
when you do not answer. They can be telephone extensions or external
telephone numbers, your voice mail box, or an automated attendant.
Condition to Forward
Calls
You can choose when to forward calls:
■ Default — Forwards unanswered incoming calls to your default call
coverage point after a specified number of rings if you have not
specified another condition.
■ Call Forward No Answer — Forwards unanswered incoming calls to
a call coverage point when your phone rings for a specified number of
rings.
■ Call Forward Busy — Forwards incoming calls to a call coverage
point when your phone is busy.
If you have multiple lines, all lines must be in use in order for Call
Forward Busy to engage.
■ Call Forward All — Forwards all incoming calls without ringing to a
call coverage point regardless of the state of your phone.
Use this feature when, for example, you plan to be away from your
phone for an extended period of time.
Setting Call Forward
from the Telephone
You can set call forwarding from your telephone. You choose the
condition for call forwarding (default, no answer, busy, or all) and the
destination. When you specify an external telephone number as the
destination, start by entering a 9 or 8 or whatever is required to access an
outside line. Example: 912815551212 dials (281) 555-1212. You can
enter a * if a pause is required between an access code and a destination
number.
The number that you choose may be limited by your call permissions. To
view your permissions, log in to NBX NetSet utility and go to My Calling
Privileges > Call Permissions.
From the telephone, you can set call forwarding using feature codes. Use
the NBX NetSet utility to see your call forwarding settings.
Forward to Mail
From the telephone, you can set your 3Com Telephone so that all
incoming calls go directly to your default call coverage point, usually your
voice mailbox. You can change the destination to the Auto Attendant or
receptionist or a different telephone number. This feature is referred to as
42 CHAPTER 4: STANDARD FEATURES
FWD MAIL, Forward to Mail, Forward All Calls to Voice Mail, and Forward
All Calls to VM. When Forward to Mail is in effect, your telephone rings
once before forwarding the call to your default call coverage point.
On a 3Com Entry Telephone:
1 Pick up the handset.
2 Press Feature + 440.
3 To turn off FWD MAIL, pick up the handset and press Feature + 440
again.
To set your default call forwarding destination, use the NBX NetSet utility.
See
“Default” later in this section.
To prevent the telephone from ringing even once, use the Do Not Disturb
feature (see
“Do Not Disturb” in Chapter 5) or use the Call Forward All
feature (see “Call Forward All” later in this section).
Call Forward No Answer, Call Forward Busy, and Call Forward All override
this Forward to Mail setting if they are in effect. If you turn off Forward to
Mail and no other call forward options are in effect, unanswered calls still
go to your default call coverage point but after the number of rings
specified in the NBX NetSet utility Call Forward > Call Forward page.
To view your current Forward to Mail setting, log in to NBX NetSet utility
and go to My Calling Privileges >
Feature Settings and see the status
for Forward All Calls to VM.
Call Forward No Answer
To set Call Forward No Answer:
1 Pick up the handset, and press Feature + 466.
2 Dial the number that you want to forward calls to and press .
3 To turn off Call Forward No Answer, pick up the handset and press
Feature + 466 again.
You can specify the number of rings before the call is forwarded by
logging in to the NBX NetSet utility and selecting the Call Forward >
Call Forward Override page. You specify the number of rings under the
Call Forward No Answer selection.
#
Forwarding Incoming Calls 43
Call Forward Busy
To set Call Forward Busy:
1 Pick up the handset, and press Feature + 467.
2 Dial the number that you want to forward calls to and press .
3 To turn off Call Forward Busy, pick up the handset and press Feature +
467 again.
Call Forward All
To set Call Forward All:
1 Pick up the handset, and press Feature + 465.
2 Dial the number that you want to forward calls to and press .
3 To turn off Call Forward All, pick up the handset and press Feature + 465
again.
Setting Call Forward
from the NBX NetSet
Utility
From the NBX NetSet utility, you can set default call forwarding or choose
to override the default with a condition for call forwarding (No Answer,
Busy, or All) and a destination. For telephone numbers, do not use
parentheses, hyphens, or spaces. When you specify an external telephone
number, start by entering a 9 or 8 or whatever is required to access an
outside line. Example: 912815551212 dials (281) 555-1212. You can
enter a * if a pause is required between an access code and a destination
number.
Default
The Call Forward page defines basic call forwarding. You choose from
four destinations: voicemail box, a phone number, the automated
attendant, or disconnection. You can override these settings on the Call
Forward Override page or by making changes on the telephone.
To set the default call forwarding:
1 Log in to the NBX NetSet utility and go to Call Forward > Call Forward.
2 Select the number of rings you want the caller to wait before the call
coverage point is activated.
#
#
44 CHAPTER 4: STANDARD FEATURES
3 Select the call coverage point:
■ If you select Forward to voicemail box, the caller can leave a
message.
■ If you select Forward to phone number, enter that extension or
external phone number in the box.
The number that you choose may be limited by your call permissions. To
view your permissions, go to My Calling Privileges > Call Permissions.
The selection for Forward to phone number specifies where you
want to forward calls that are not answered at your internal extension.
If you check the box below the Forward to phone number, calls that
are unanswered at the number you forward them to are passed on to
your choice of:
■ User Voicemail — Your voicemail box
■ Default Menu — The default automated attendant, usually
extension 500
■ VoiceMail AA— The default system voicemail, usually extension
501
If you leave the box unchecked, calls that are unanswered at the
number you forward them to are passed on to the destination
specified for that number. This setting can result in having your calls
forwarded to another person’s voicemail or to a loop of forwarding
where the call is never answered.
■ If you select Automated Attendant, you can choose to forward calls
to your choice of:
■ Default Menu — The default automated attendant, usually
extension 500
■ VoiceMail AA — The default system voicemail, usually extension
501
■ If you select Disconnect (no coverage), the system disconnects an
incoming call if it is not answered after the specified number of rings.
4 Click Apply to enter your changes.
Forwarding Incoming Calls 45
Override
To set the call forward override:
1 Log in to the NBX NetSet utility and go to Call Forward > Call Forward
Override.
2 Select your call forward conditions:
■ If you select Call Forward All, calls will not ring at all on your
extension and will be immediately forwarded to the extension or
external phone number you specify in the box.
■ If you select the next button, you can select either or both of the
following conditions:
If you select Call Forward Busy, calls will not ring at all when all of
your lines are busy and will be immediately forwarded to the extension
or external phone number you specify in the box.
If you select Call Forward No Answer, calls ring the number of times
you specify in the rings box. If they are not answered then, they will be
forwarded to the extension or external phone number you specify in
the box.
■ If you select No action, call forwarding follows the specifications of
the Call Forward page.
3 Click Apply to enter your changes.
Call Forward
Precedence
Five features can interact to affect call forwarding: Forward to Mail, Call
Forward No Answer, Call Forward Busy, Call Forward All, and Do Not
Disturb. If they are enabled at the same time, the NBX system determines
precedence, which call forwarding path is in effect, according to the
following rules:
■ If Call Forward All is enabled, all calls are immediately forwarded to
the Call Forward All destination. All other feature settings are ignored.
■ If Do Not Disturb is enabled and Call Forward All is not enabled, all
calls are immediately forwarded to the Call Forward Default
destination. All other feature settings are ignored.
■ If Call Forward Busy is enabled and Call Forward All and Do Not
Disturb are not enabled, all calls received when this extension is busy
are immediately forwarded to the Call Forward Busy destination. All
other feature settings are ignored.
46 CHAPTER 4: STANDARD FEATURES
■ If Call Forward No Answer is enabled and Call Forward All and Do Not
Disturb are not enabled, all calls received when this extension is not
busy are forwarded to the Call Forward No Answer destination after
the specified number of rings. All other feature settings are ignored.
■ If Forward to Mail is enabled and Call Forward All, Do Not Disturb, Call
Forward No Answer, and Call Forward Busy are not enabled, all calls
received when this extension is not busy are forwarded to the Call
Forward Default destination after one ring.
■ If no call forwarding settings are enabled, all calls received this
extension is busy are immediately forwarded to the Call Forward
Default destination. If this extension is not busy, all calls are forwarded
to the Call Forward Default destination after the number of rings
specified in the Call Forward Default page of the NBX NetSet utility.
Putting a Call
on
Hold
You can put a call on hold for any reason.
On a 3Com 3100 Entry Telephone:
1 Press and release the hook switch.
2 To return to the call, press and release the hook switch again.
Dialing Another Call You can place a call on hold to dial a new call,
On a 3Com 3100 Entry Telephone:
1 Press and release the hook switch.
2 When you hear the dial tone, dial the second call.
If you hang up without returning to the call on hold, your telephone rings
to reconnect you to the call on hold.
Transferring a Call When you answer an incoming telephone call, the Transfer feature allows
you to send that call from your telephone to any other internal line or, if
your call permissions allow, to an outside line. To view your permissions,
log in to the NBX NetSet utility and go to My Calling Privileges > Call
Permissions. Your administrator can change your call permissions.
Direct Mail Transfer 47
Announced
(Screened) Transfer
Before you complete a transfer, you can announce to the recipient that
you are transferring a call. The recipient can then decide whether to take
the call. To announce a transfer:
1 While on a call, press and release the hook switch. The system places the
caller on hold and selects a new line.
2 Dial the number to which you want to transfer the call.
3 When the recipient answers, announce the call.
■ If the recipient wants to take the call, hang up the handset to
complete the transfer.
■ If you are on a 3Com 3100 Entry Telephone and the recipient does not
want to take the call, press and release the hook switch to disconnect
the attempted transfer and retrieve the original call.
Blind Transfer In a blind transfer, you transfer the call without notifying the recipient:
1 While on a call, press and release the hook switch. The system places the
caller on hold and selects a new line.
2 Dial the number to which you want to transfer the call.
3 As soon as you hear a full ring, hang up. (If you hang up too soon after
you dial the number, the transfer may not occur.)
Direct Mail Transfer You can transfer a call directly into another user’s voice mailbox. The call
does not ring on that user’s telephone.
Calls transferred to a user’s mailbox by means of Direct Mail Transfer are
always directed into that user’s voice mailbox, even if the recipient has
specified a different call coverage point.
On a 3Com Entry Telephone:
1 While you are on a call, press Feature + 441.
2 Dial the voice mail extension of the person to whose voice mailbox you
want to transfer the call.
3 Hang up the handset.
48 CHAPTER 4: STANDARD FEATURES
Establishing a
Conferenc
e Call
Depending on the type of telephone you have, you can establish a
Conference Call with up to four parties, including yourself. You must be
using a telephone on the NBX system to establish the call. The other one
to three parties can be any combination of internal and external parties.
If the NBX has SIP (Session Initiation Protocol) enabled, you are limited to
three-party Conference calls, including yourself, unless your NBX system
is configured with a 3Com SIP Conference Server. For more information
on making Conference calls with SIP enabled, see your NBX administrator.
On 3Com Telephones, either press and release the hook switch or use the
Feature Code.
From a 3Com Entry Telephone, follow these steps:
1 Dial a call, or receive a call from someone else. Two parties are now on
the call.
2 While on the call, press and release the hook switch (or press Feature +
430). The system places the first party on hold and selects a new line.
3 Dial a call to an internal or external third party.
■ For an announced conference, wait for the third party to answer the
call, and then press and release the hook switch (or Feature + 430)
again.
■ Until you press and release the hook switch (or Feature + 430) the
second time, the second party remains on hold, and you may
converse with the third party privately.
■ For a blind conference, press and release the hook switch (or Feature
+ 430) immediately after you dial the number. You return to the
conference, and you and the second party hear the called party’s
telephone ringing.
If the third party answers, three parties are now in the conference call.
If the third party is internal and does not answer, the attempt to
conference that party is cancelled. You cannot establish a conference call
with an NBX user’s voice mailbox.
4 Repeat steps 2 and 3 to conference in a fourth party.
Using Camp On 49
Disconnecting the
Last Person
That
You Called
Use the Conference Drop feature to disconnect the last person that you
add to a conference call. This feature is helpful if, when you add a party,
your call is answered by someone else.
■ Only the person who added the last caller to the conference call can
drop that caller.
On a 3Com Entry Telephone or a telephone that does not have a button
programmed for Conference Drop:
1 Press Feature + 431.
2 The system returns you to the others who are in the conference call.
More About
Conference Calls
■ To place your part of a conference call on hold, press and release the
hook switch. The other parties can talk among themselves, but they
cannot hear you. Music on hold does not play when a conference call
is on hold.
■ To transfer a conference call to another telephone, press and release
the hook switch. Dial the number to which you want to transfer the
call, announce to the recipient (optionally) that you are transferring a
conference call, and then hang up.
■ All of the conferenced parties are transferred except yourself.
■ Your ability to drop the last person that you added to the
conference is transferred to the person who accepts the transfer.
Using Camp On Camp On allows you to queue a transferred call on to an NBX destination
extension that is already in use. When the destination extension becomes
available, the system automatically rings that extension.
While a call is camped on, the caller hears either Music On Transfer (MOT)
or silence if no music is provided. The destination extension becomes
available when the user ends the current call or puts the current call on
Hold.
You initiate a Camp On call through Feature code 468 or a programmed
system access button depending on the type of NBX telephone you have
and how it is configured.
Examples 1 and 2 show two different ways for a user to initiate Camp
On.
50 CHAPTER 4: STANDARD FEATURES
Example 1: Camp On With Call Transfer
The user at extension 1001 calls the user at extension 1002, who then
transfers the call to extension 1003. But the user at extension 1003 is on
another call. (The display panel of the extension 1002 telephone shows
“On Another Call.”) So the user at extension 1002 initiates the Camp On
call, and then hangs up. The user at extension 1001 remains on hold
while the user at extension 1003 hears a tone that indicates a caller is
camped on. As soon as extension 1003 is available, extension 1003 rings
with a call from extension 1001.
In this example, the user at extension 1002 initiates Camp On after
initiating a screened call transfer.
In contrast, Example 2 shows how a user can initiate Camp On to directly
queue a transferred call on to a destination extension that is in use or
busy without using the call transfer feature.
Example 2: Direct Camp On
The user at extension 1001 calls the user at extension 1004, who
determines that extension 1005 is busy and cannot take the call (meaning
all of its system access lines are in use). So instead of transferring and
dropping the call to the call coverage for extension 1005, extension 1004
initiates the Camp On call and then hangs up. The user at extension 1001
remains on hold while the user at extension 1005 hears a tone that
indicates a caller is camped on. As soon as extension 1005 is available,
extension 1005 rings with a call from extension 1001.
In this example, the user at extension 1004 simply initiates Camp On after
receiving the call from extension 1001.
Initiating Camp On
With Call Transfer
If you have a 3Com Basic, Business, or Manager Telephone, or Attendant
Console, you can initiate Camp On with Call Transfer to queue a call to
an in use destination extension.
1 While on a call, initiate a (screened) call transfer as described in
“Announced (Screened) Transfer” earlier in this chapter.
2 When you see “On Another Call” on your display panel for the
destination extension, press Feature + 468 (or press the Camp On
Access button if one is programmed on your telephone).
Using Camp On 51
When the party on the destination extension becomes available, the
camped on call rings on the destination extension. Or, if the
destination party remains unavailable and the Camp On Return
Interval expires, the call is returned to you. See
“More About Camp
On” later in this chapter.
■ If the Camp On attempt is not permitted, the call originator remains
on hold while the message “Not Allowed” or “Camp On In Use”
appears on your display panel. See
“More About Camp On” later in
this chapter.
Initiating Direct
Camp On
You can initiate Camp On to directly queue a call on to a destination
extension that is in use or busy.
On a 3Com Entry Telephone:
1 While on a call, press , and Feature + 468.
2 Enter the three-digit or four-digit extension that you want to Camp On.
■ If the Camp On attempt is successful, you will hear a confirmation
tone. The call originator is automatically placed on hold while the
destination extension receives a Call Waiting tone.
When the party on the destination extension becomes available, the
camped on call rings on the destination extension. Or, if the
destination party remains unavailable and the Camp On Return
Interval expires, the call is returned to you. See
“More About Camp
On” in this chapter.
■ If the Camp On attempt is not permitted, you will hear a Fast Busy
tone. See
“More About Camp On” in this chapter.
More About
Camp On
These usage tips and limitations apply to Camp On:
■ A system-wide Camp On Return Interval determines how long a caller
can stay camped on to an extension. The default Camp On Return
Interval is 180 seconds (three minutes). The NBX administrator can
configure it to be anything from 30 seconds to 10 minutes. If the
Camp On Return Interval expires, the camped call is returned to the
originator of the Camp On. For example, extension 1001 calls
extension 1002, and the call is then camped onto extension 1003 and
extension 1002 hangs up. Extension 1003 stays busy. When the Camp
On Return Interval expires, extension 1002 starts ringing. If the user at
extension 1002 does not answer the call, the call goes to the call
coverage for extension 1002.
#
52 CHAPTER 4: STANDARD FEATURES
■ You can initiate a Camp On call only to an internal NBX extension.
However, the originating call can originate from either an external or
internal number.
■ An extension can only have one Camped On call in its queue. If
another Camp On attempt is made to this extension, a Fast Busy tone
(indicating Camp On not allowed) is received at the telephone
attempting to initiate the Camp On.
■ You cannot initiate a Camp On call to:
■ An ACD extension
■ A Hunt Group extension
■ A TAPI RoutePoint extension
■ A Call Park extension
■ A Phantom extension
■ You cannot initiate a Camp On call to a device connected to an Auto
Attendant or Voicemail.
■ You can use either System-wide Speed dials (SSDs) or Personal Speed
Dials (PSDs) that are mapped to a valid extension as an alternative to
manually dialing the Camp On destination extension.
■ If Call Forward All or Do Not Disturb is enabled on the Camp On
destination extension, a Fast Busy tone (indicating Camp On not
allowed) is received at the telephone attempting to initiate the Camp
On.
■ The condition of the destination extension at the time you initiate
Camp On determines the following:
■ If the Destination Extension is Available — Instead of queuing
the call, both Camp On with Call Transfer and Direct Camp On act
as a blind transfer (See
“Blind Transfer” earlier in this chapter.)
■ If you have an NBX Entry telephone or an analog telephone you can
use only Direct Camp On to queue a call on to the destination
extension.
■ If you are using Camp On with Call Transfer and the destination
extension has its Call Coverage set to Disconnect, after the transfer
times out, you receive a busy tone. You can now initiate Camp On to
the destination extension.
For additional tips and considerations on using Camp On, see your NBX
system administrator.
Using Automatic Callback 53
Using Automatic
Callback
Automatic Callback allows you to request a call back ring from a
destination extension that is in use or unanswered. The NBX system
attempts to connect you when the called party at that extension becomes
available.
On an NBX telephone, the Automatic Callback feature is helpful when:
■ The person you are calling is on another call and you want the system
to generate a call back ring as soon as this person is available.
■ The person you are calling does not answer the call and you want the
system to generate a call back when this person is available.
You initiate an Automatic Callback through Feature code 469 or a
programmed system access button depending on the type of NBX
telephone you have and how it is configured.
Initiating Automatic
Callback
You can initiate Automatic Callback while making a direct call to an
extension that is in use or unanswered.
On a 3Com Entry Telephone:
1 While on a call to an extension that is in use or unanswered, press , and
Feature + 469.
2 Disconnect from the call.
■ If the Automatic Callback attempt is successful, you will hear a
confirmation tone.
When the party on the destination extension becomes available, you
receive a call back ring. When you answer this call back, the
destination extension rings and your call then can be connected.
■ If the Automatic Callback attempt is not permitted, you will hear a
Fast Busy tone. See
“More About Automatic Callback” in this chapter.
If the party on the Automatic Callback destination extension does not
return your call within the time set by the Automatic Callback Return
Interval, the system cancels the Automatic Callback request. For more
information, see the
“More About Automatic Callback” section.
More About
Automatic Callback
These usage tips and limitations apply to Automatic Callback:
■ An Automatic Callback Return Interval, set by the NBX NetSet
administrator, determines the maximum amount of time you can wait
#
54 CHAPTER 4: STANDARD FEATURES
for a call back. The range for this timer is 1 minute to 24 hours with
the default being 12 hours. If the Callback is not received within this
time, the system cancels the Callback.
■ An extension can have up to five Automatic Callback requests
assigned to it. Return call backs are generated in the order that they
were received (FIFO).
■ Events that generate a call back from the destination extension
include:
■ Entering a feature code followed by an on-hook event
■ Invoking Directory followed by an on-hook event
■ Going off-hook then on-hook
■ Using Feature + 111 to terminate a session
■ You cannot initiate an Automatic Callback to:
■ An external number
■ An ACD extension
■ A Hunt Group extension
■ A TAPI RoutePoint extension
■ A Call Park extension
■ An extension receiving a transferred call
■ A Phantom extension
■ You cannot initiate Automatic Callback to a device connected to an
Auto Attendant or Voicemail.
■ If Call Forward All or Do Not Disturb is enabled on the Automatic
Callback destination extension, a Fast Busy tone (indicating Automatic
Callback not allowed) is received at the telephone attempting to
initiate the Automatic callback.
For additional tips and considerations on using Automatic Callback, see
your NBX system administrator.
Setting the Volume On any 3Com Telephone, use the Volume Control buttons to raise or
lower one of these volumes:
■ Ring Volume — To raise or lower the volume of the ring, press the up
or down Volume Control button repeatedly while your telephone is
Setting the Volume 55
ringing, until the volume is at the level that you prefer. To read how
ringer volume is different from ringer tone, see
“Ringer Tones” in
Chapter 5.
■ Handset Volume — To raise or lower the volume of the dial tone or
the sound that you hear when you are using the handset, pick up the
handset and then press the up or down Volume Control button
repeatedly until the volume is at the level that you prefer. You can
change the handset volume during a conversation or by listening to
the dial tone.
■ Headset Volume — To raise or lower the volume of the dial tone or
the sound that you hear on the headset, put on the headset and
activate it as specified for your headset. When you hear the dial tone
or during a conversation, press the up or down Volume Control
button repeatedly until the volume is at the level that you prefer. See
“Using a Headset” in Chapter 5.
56 CHAPTER 4: STANDARD FEATURES
5
PERSONALIZING YOUR TELEPHONE
Your Networked Telephony System has many features that can make your
telephone easier to use. This chapter describes:
■ Guidelines About Features on NBX Telephones
■ Ringer Tones
■ Speed Dials
■ Off-Site Notification
■ Do Not Disturb
■ Preventing Unauthorized Use of Your Telephone
■ Class of Service Override
■ Using a Headset
For help on accessing NBX features from an analog telephone, see the
NBX Feature Codes Guide for Analog Telephones in the NBX NetSet
™
utility. For how to set up your NBX NetSet utility password for the first
time, see
Chapter 1.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of these
instructions.
Guidelines About
Features on NBX
Telephones
■ Because your administrator determines whether some of the features
that are described in this chapter are available for your telephone or
for the entire system, some of these features may not be available to
you.
■ The settings on your telephone, including your extension, personal
settings, and system settings, remain the same even when you move
your telephone from one Ethernet
jack to another, as long as both
Ethernet connections are part of the same LAN.
58 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
■ Because your extension and personal settings are associated with your
telephone, you cannot swit
ch your telephone with another user’s
telephone without first having your administrator reassociate your
profile with the other telephone.
Ringer Tones To help you to distinguish the ring tone of your 3Com telephone from the
sound of other phones, use the NBX
NetSet utility to select one of nine
ringing tones. You can also choose Silent Ring to disable audible ringing.
To change the ringer tone:
1 Verify that your computer has a sound device (a USB headset or a sound
card with either headphones or speakers).
2 Log in to the NBX NetSet utility and go to Telephone Programming >
Ringer Tones.
3 Click each of the nine Ringer Tone Settings to hear the choices.
4 Select the number of the tone that you want.
5 Click Apply.
When you choose Silent Ring, the status light or display panel icon flashes
when a call arrives, but the telephone never rings. A headset attached to
the headset connector of a 3102 or 3102B Business Telephone also plays
a tone audible only through the headset.
Speed Dials This section describes the types of speed dials:
■ Personal
■ System-wide
It also describes how you can print a list of speed dials.
Personal Speed Dials You can create a list of up to 99 personal speed dials (using ID numbers
601 through 699) for your telephone. These speed dials are available only
from the telephone for which they were created.
You create, view, and print your personal speed dial list using the NBX
NetSet utility.
Speed Dials 59
To assign or change a personal speed dial number:
1 Log in to the NBX NetSet utility and go to Directory > Personal Speed
Dial.
2 In the Personal Speed Dial page, select an unassigned speed dial ID
number, or select the speed dial ID number for which you want to change
the speed dial number.
3 In the Speed Dial Number text box, type the telephone number that
you want the system to dial when you use that ID number.
Include all of the prefix numbers that you would normally dial, such as a 9
or 8 or 1 to access an outside line, and, if necessary, the country code or
area code. Do not use spaces, hyphens, commas, or other nonnumeric
characters.
4 In the Account Code box, type an account code if it is required or useful
for calls to this destination.
5 In the Comment text box, type a brief description, usually a name, that
corresponds to the number.
6 After you have made all of your changes to the personal speed dials, click
Apply to complete your changes.
To use a personal speed dial:
1 Pick up the handset.
2 Press the Feature button plus the 3-digit personal speed dial code for the
number that you want to call.
If you dial a speed dial code that has no number assigned to it, you hear
the dial tone and no number is dialed.
System-wide
Spe
ed Dials
Your administrator can set up to 100 system-wide speed dials (using ID
numbers 700 through 799) for numbers that are dialed frequently by
many internal users. You can view the system-wide speed dial list through
the NBX NetSet utility.
To use a system-wide speed dial:
1 Pick up the handset.
2 Press the Feature button plus the 3-digit system-wide speed dial ID code
for the number that you want to call.
If you dial a speed dial code that has no number assigned to it, you hear
the dial tone and no number is dialed.
60 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
Printing
Speed
Dial Lists
You may find it useful to have a paper list of personal or system speed
dials. To print a list of speed dials:
1 Log in to the NBX NetSet utility and go to Directory > Personal Speed
Dial or System-wide Speed Dial.
2 Click
3 A list appears with all of the personal or system-wide speed dial numbers
that are allocated to your telephone.
4 Click Print to print the list.
Off-Site
N
otification
When you enable off-site notification, the NBX Messaging system notifies
you by e-mail, pager, or telephone that you have received voice mail. You
can then retrieve your messages. Off-site notification consists of one cycle
of up to five attempts to reach you, one attempt for each Attempt row
that you configure in the Off-Site Notification screen.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of these
instructions.
To configure off-site notification for your NBX voice mailbox:
1 Log in to the NBX NetSet utility and go to My Calling Privileges > Call
Permissions. Look to see if your system administrator has enabled
off-site notification for the NBX system and for the Class of Service group
to which your telephone belongs. If not enabled, ask to have these
features enabled.
2 Go to NBX Voice Mail Settings > Offsite Notification.
3 Select whether you want off-site notification for all messages or for
urgent messages only.
Next, you will need to configure the Off-Site Notification Attempts for up
to five attempts at off-site notification.
4 In the first attempt row, in the Notification Method drop-down list,
select Pager, VoiceMail, or EMail
The cycle of notice behaviors differs depending on the method that you
specify for the first attempt. See “Notice Behaviors” later in this chapter.
Off-Site Notification 61
5 In the Number/Address field:
■ If you selected Pager for Method in step 4:
■ Enter a pager number. Do not use parentheses, hyphens, or spaces.
Ask your administrator if you need to include the area code and
any other digits that your system needs to dial an outside number,
such as 9, 8, 1, or 0. After you receive the pager message, you call
in to your voice mailbox to listen to your messages.
■ In the Numeric Page Number field, indicate what you want the
pager to display. Enter a series of digits, such as your telephone
extension number.
■ If you selected VoiceMail for Method in step 4:
■ Enter the telephone number at which you want to be notified. Do
not use parentheses, hyphens, or spaces. Ask your administrator if
you need to include the area code and all other digits that your
system needs to dial an outside number, such as 9, 8, 1, or 0.
When you choose to be notified by voice mail, the NBX system calls
the number that you enter in this field. When you answer the call,
the system announces the new voice message and allows you to
follow the prompts to access your voice mailbox and listen to and
delete any of your messages.
■ If you selected EMail for Method in step 4:
■ Enter the e-mail address at which you want to be notified. You can
use different e-mail addresses for different Attempts.
When you choose to be notified by e-mail message, the NBX
system sends you an e-mail message for each voice mail message
that you receive. The voice message may be attached to the e-mail
message as a WAV file. See the tables in
“Notice Behaviors” later
in this section.
You can listen to the messages using your PC sound device (a USB
headset or a sound card with either speakers or headphones).
If you delete the e-mail notice with its attached WAV file after you listen
to the message, you delete only the copy. The original voice mail message
remains in your NBX voice mailbox. You must log in to the NBX voice mail
system by telephone or through the NBX NetSet utility to delete your
messages.
62 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
6 From the Interval drop-down list box, select the number of minutes that
you want the system to wait after each attempt before it moves to the
next attempt.
The “best” time interval depends on the Attempt method that you
choose. For instance, allow sufficient time after a Pager notification for
the usual delay at your pager supplier.
7 Click Apply.
8 Repeat steps 4 through 7 to set up additional attempts if you want.
The cycle of notice behaviors differs depending on the method that you
select for the first attempt. See “Notice Behaviors” at the end of this
section.
9 You do not need to configure every Attempt row. When you have
configured all of the Attempt rows that you want, click Apply to
complete your changes.
10 Test your off-site notification settings by leaving yourself a voice mail
message.
Additional Notes
■ You can use the same notification method for all five attempts, or any
combination of methods.
■ If your voice mailbox is full and someone tries to leave you a voice mail
message, the NBX system does not send you an e-mail notification.
■ When you activate the Telephone Locking feature on your
telephone, the NBX system sends you off-site notification messages
only if the notification number (for example, your pager number) is a
toll-free telephone number. See
“Telephone Locking” later in this
chapter.
Notice Behaviors
These tables explain how the cycle of notice behaviors depends on the
method that you select for the first attempt. See the definitions as well
as
“Resetting the Off-Site Notification Cycle”.
Off-Site Notification 63
■ If you specify EMail for the first attempt:
■ If you specify Pager or VoiceMail for the first attempt:
Attempt Method Notice Behavior
1 E-mail ■ You receive an e-mail notice for each voice
message.
■ Each e-mail notice contains information about
the voice message (like time of receipt and the
number that called), and the voice message is
attached as a WAV file.
and then you configure attempt:
2 through 5 as E-mail ■ You receive an additional e-mail notice for each
voice message.
■ The second e-mail notice contains no
information about the voice message (like time
of receipt and the number that called) and no
WAV file attachment.
2 through 5 as Pager ■ You receive a pager call for each voice
message.
2 through 5 as VoiceMail ■ You receive a telephone call for each voice
message. Follow the prompts to log in and
listen to messages, or log in to the NBX NetSet
utility.
Attempt Method Effect
1 Pager or
Voice Mail
■ You receive a telephone call or pager call for
only the first new voice message.*
and then you configure attempt:
2 through 5 as E-mail ■ You receive an e-mail notice for only the first
new voice mail message.*
The e-mail notice
contains no information about the voice
message (like time of receipt and number that
called) and no WAV file attachment.
2 through 5 as Pager ■ You receive a pager call for only the first new
voice message.*
2 through 5 as Voice Mail ■ You receive a telephone call for only the first
new voice message.*
*First new message means the first voice mail message that arrived at your mailbox since the
last time that you logged in to your voice mailbox through a telephone OR through the NBX
NetSet utility. Logging in restarts the cycle.
64 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
Resetting the Off-Site Notification Cycle
When you log in to your voice mailbox and hang up or log out (regardless
of whether you listen to or delete messages), you start the off-site
notification cycle again. You will be notified about the next message that
comes into your voice mailbox.
Managing Off-site
Notification
Using the
Telephone
To manage your off-site notification settings directly through the
telephone:
1 Log in to your voice mailbox at your telephone or remotely.
2 Press 9.
3 Press 4, select one of these options, and follow the prompts:
Do Not Disturb When the Do Not Disturb feature is in effect, calls coming in to your
telephone immediately go to your default call coverage point without
ringing. You set the default call coverage point from the NBX NetSet
utility by going to Call Forward > Call Forward. See
“Forwarding
Incoming Calls” in Chapter 4.
If Call Forward All is in effect, it overrides Do Not Disturb. Calls go to the
call coverage point defined for Call Forward All in the Call Forward >
Call Forward Override page.
You can use the Feature Code to enable and disable the feature.
When Do Not Disturb is in effect:
■ It overrides Call Forward No Answer, Call Forward Busy, and FWD
MAIL.
■ Your telephone does not ring when it receives an incoming call.
■ You can use the telephone to dial outgoing calls.
Button Description
1 Enable off-site notification.
2 Disable off-site notification.
3 Change off-site notification settings.
4 Review current off-site notification settings.
Return to the main menu.
*
Preventing Unauthorized Use of Your Telephone 65
■ You can use the telephone to dial internal and external pages.
■ If your telephone is part of a call pickup group, no other telephone in
the pickup group can retrieve a call that comes directly in to your
telephone. The incoming call goes immediately to the call coverage
point (voice mail, auto attendant, or other extension).
■ If your telephone is part of an ACD group, a hunt group, or a calling
group, incoming calls to the group ring on your telephone. Calls
coming in directly to your telephone (not directed to the group) do
not ring on your telephone. To prevent every call from ringing, you
must enable Do Not Disturb and also log out of the group.
To enable and disable Do Not Disturb using the feature code:
1 Pick up the handset and press Feature + 446.
2 Hang up. Your telephone is now in Do Not Disturb mode. The display
panel on a 3Com Telephone shows DO NOT DISTURB.
3 To disable Do Not Disturb mode, repeat steps 1 and 2.
To view your current Do Not Disturb setting even if you do not have a
3Com Telephone or if you are away from your desk, log in to the NBX
NetSet utility and go to My Calling Privileges >
Feature Settings.
When Do Not Disturb is activated, you hear the Feature Enabled Tone
when you pick up the handset.
Preventing
Unau
thorized Use
of Your Telephone
To prevent others from dialing long-distance or other unauthorized calls
from your telephone permanently, ask your administrator to adjust the
call permissions schedule for your extension, or you can adjust it
temporarily with the Telephone Locking feature.
Telephone Locking To enable and disable the Locking feature using the feature code:
1 Pick up the handset and press Feature + 432. The display panel on a
3Com Telephone prompts you to enter your password.
2 Enter your password + and hang up.
Your telephone is now locked.
3 To turn off this feature, repeat steps 1 and 2.
#
66 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
Additional Notes
■ When Telephone Locking is activated, a person using your telephone
can dial only toll-free calls, calls to emergency services (such as 911 in
the United States), or calls to telephone numbers that have been
programmed in your system as “internal” calls.
■ Even when Telephone Locking is active on your telephone, your
off-site notification choices remain in effect. That is, notification of
voice mail messages is sent to the outside telephone numbers or
paging numbers that you have specified in the NBX NetSet utility NBX
Voice Mail Settings > Offsite Notification page, even if these
numbers are not toll-free.
When Telephone Locking is activated, you hear the Feature Enabled Tone
when you pick up the handset.
■ You can view your current Telephone Lock setting from the NBX
NetSet utility by going to the My Calling Privileges >
Feature
Settings.
Call Permissions Your administrator establishes Call Permissions to control the types of
calls that can be dialed from your telephone. The administrator can
configure these permissions to change depending on the time of day. For
example, your administrator can prevent long-distance calls from being
dialed from your telephone outside of business hours.
To view your current call permissions, from the NBX NetSet utility, go to
My Calling Privileges > Call Permissions.
Class of Service
Override
The Class of Service Override feature allows you to apply the features
of your own 3Com Telephone temporarily to another 3Com Telephone
on the same local network.
Example:
■ The telephone in your organization’s conference room is configured so
that long-distance telephone calls cannot be dialed from it. You may,
however, need to place a long-distance call during a meeting. Using
the Class of Service Override feature, you can apply the features of
your own telephone to the conference room telephone for one call
only and dial the call, assuming that your
Call Permissions allow you
to make long-distance calls from your own telephone.
Using a Headset 67
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of these
instructions.
To activate the one-call-only Class of Service Override from a 3Com
Telephone:
1 Pick up the handset.
2 Press Feature + 433.
3 Dial your telephone extension and press .
4 Dial your voice mailbox password and press .
5 When you hear the dial tone, you can dial the call in the same way that
you do from your own 3Com Telephone.
When you use Class of Service (CoS) Override, any reports that are
generated on the NBX system indicate that the CoS features of your own
3Com Telephone were applied temporarily to the telephone on which
you made the call.
Using a Headset You can use a headset that has a microphone with any telephone on an
NBX system.
■ For information on how to use a typical headset and amplifier with
3Com Telephones other than the 3Com Manager’s Telephone or 3102
or 3102B Business Telephone, see
“General Headset Instructions”
later in this section.
General Headset
Instructions
For 3Com Telephones other than the 3Com Manager’s Telephone or
3102 and 3102B Business Telephones, follow these instructions.
You may need to modify some of these instructions for some headsets or
amplifiers. See the instructions that come with your equipment.
To prepare a headset for all calls:
1 Insert the cord for the headset amplifier into the handset cord receptacle
on the underside of the telephone.
2 Insert the cord for the telephone handset into the headset amplifier.
3 Put on the headset.
4 Pick up the telephone handset and set it on your desk.
#
#
68 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
To prepare a headset so that you can choose either the handset or the
headset for each call:
1 Insert the cord for the headset amplifier into the handset cord receptacle
on the underside of the telephone.
2 Insert both the headset cord and the handset cord into the headset
amplifier.
3 For headset calls: Lift the handset off the telephone and leave it off. Use
the headset microphone and earphones.
Even when the headset is plugged into the amplifier, you must remove
the handset from the cradle to use the headset.
4 For handset calls: Press the button on the headset amplifier that turns
the headset off, pick up the handset, and speak into it.
To manage calls when you are using the headset:
1 Put the headset on. When a call comes in:
■ If the handset is on hook, pick it up, set it on your desk, and begin to
speak.
2 To end a call when you are using a headset:
■ On a 3Com Entry Telephone or an analog telephone, hang up the
handset or press Feature + 111.
Returning to the
Headset After a
Long
Delay
Certain brands of headsets enter a power-saving mode that prevents the
telephone from ringing for one or more calls when both of these
circumstances are true:
■ The headset amplifier buttons for Mute and On are both set to On.
■ The handset is off the phone for a long time (for instance, overnight).
It may take a few minutes for your headset to return from the
power-saving mode to the active mode when calls first come in, so your
telephone may not ring until the headset has returned to active mode,
and you may miss a call.
If you plan to not use the headset for a long time (for instance,
overnight), 3Com recommends that you set the mute and headset
Using a Headset 69
buttons on the amplifier to Off and hang up the handset on your
telephone. When you are ready to receive calls again, set up the headset
for receiving calls:
1 Pick up the handset on your telephone and set it on your desk.
2 Put on the headset. On the amplifier, set the headset button to On.
70 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
6
GETTING MORE FROM YOUR
TELEPHONE SYSTEM
This chapter covers these topics:
■ Listening to Your Messages in Your E-mail
■ Account (Billing) Codes
■ Caller ID
■ Call Pickup
■ Automatic Call Distribution Groups, Hunt Groups, and Calling Groups
■ Supervisory Monitoring
■ WhisperPage
■ Call Park
■ Paging
■ Configurable Operators
■ Using Message Waiting Indicator to Telephone
■ Dialing a Call to a Remote Office
■ Using Pulse Dialing
■ Additional Applications
If your system uses a messaging application other than NBX® Messaging,
use the documentation for your messaging application instead of the
instructions in this chapter.
For help on accessing NBX features from an analog telephone or a
third-party, SIP-based IP telephone, see the applicable NBX Feature Codes
Guide in the NBX NetSet™ utility. For help on how to set up your NBX
NetSet utility password the first time, see
Chapter 1.
72 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Listening to Your
Messages in Your
E-mail
You can listen to your voice mail from any computer that allows you to
access your e-mail. Your e-mail software application must be IMAP-4
compliant, such as Microsoft Outlook. See your administrator for
assistance with this feature.
If you configure your first off-site notification method to send you an
e-mail message when you have voice messages, the NBX system sends
each voice mail message as a sound-file attachment to an e-mail
message. To listen to your messages using your computer, it must have a
sound device such as a USB headset or a sound card with either speakers
or headphones.
When you delete the e-mail message that contains the attached voice
message, you are not deleting the voice message on the NBX system. To
delete voice messages from the NBX system, you must access your voice
mailbox through the telephone or the NBX NetSet utility.
See “Off-Site Notification” in Chapter 5 for a discussion of off-site
notification behavior.
Account (Billing)
Codes
Account Codes allow your administrator to track calls that are associated
with an individual client or account. When you dial a call or when you
answer your telephone, you dial a numeric account code that allows the
NBX system to track time spent on the telephone with a client, perhaps to
be associated with a billable account.
You may be forced to enter an account code for outgoing external calls.
To see if you are forced to enter an account code, log in to the NBX
NetSet Utility and go to My Calling Privileges > Call Permissions. For a
list of public account codes, go to Directory > Account Codes.
To enter a forced account code for an outgoing external call:
1 Dial the phone number.
For a 3Com Entry Telephone or analog telephone, you hear the feature
tone as the system waits for the required account code.
2 Dial the account code that has been assigned by your administrator, and
then press the
key.
The NBX system records the account code and completes the call:
#
Caller ID 73
■ On a 3Com Entry Telephone or analog telephone, if the account code
is incorrect you may have to dial the phone number, dial the correct
account code, and press
again.
To enter an account code at any time before or during an incoming or
outgoing call:
1 Press Feature + 888.
2 Dial the account code that has been assigned by your administrator, and
then press the
key.
The NBX system records the account code and applies it to:
■ The next call, if you activate the Account Codes feature before a call
arrives at your telephone
■ The current call, if you activate the Account Codes feature during a
call
Caller ID Your administrator can set up your NBX system to allow for Internal and
External Caller ID or can configure the system so that you can
block your
identity (telephone number) from anyone you call.
Internal and External
Caller ID
The 3Com 3100 Entry Telephone does not display Caller ID.
Calling Line Identity
Restriction (CLIR)
On certain NBX systems, if your organization subscribes to Caller ID
service from your local telephone company, you can choose to prevent
the NBX system from transmitting your Caller ID information to outside
parties when you dial a call. Your administrator must enable this feature,
called Calling Line Identity Restriction (CLIR), on the NBX system. If this
feature is enabled system-wide, you can choose to restrict calls:
■ For all external (outbound) calls that you dial
OR
■ For only the next single external (outbound) call that you dial
Your administrator can configure your system so that CLIR is always
active, in which case you cannot change the CLIR settings on your
telephone to override this option.
#
#
74 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
CLIR for All External Calls
To enable CLIR-All for all calls from your telephone:
1 Pick up the handset, and press Feature + 889. The Confirmation Tone
plays.
2 Dial the number that you want to call.
The NBX system does not send caller ID information on this call or any
future calls until you disable this feature.
When CLIR is enabled, you hear the Feature Enabled Tone when you pick
up the handset.
To disable CLIR-All:
1 Pick up the handset.
2 Press Feature + 889 again. The Confirmation Tone plays.
To view your current CLIR-All setting, log in to the NBX NetSet Utility and
go to My Calling Privileges >
Feature Settings.
CLIR for Next External Call Only
To enable CLIR for only the next call from your telephone:
1 Pick up the handset.
2 Press Feature + 890. The Confirmation Tone plays.
3 Dial the number that you want to call.
When you disconnect the call, the CLIR feature is no longer in effect.If
you hang up the handset without making a call, the CLIR-NEXT feature
remains active and will apply to the next external call that you make.
Call Pickup Use the Call Pickup feature to answer a call that is ringing on another
telephone. This feature is best arranged in advance when you and
another user know that it would be convenient or necessary to answer
calls ringing on that user’s telephone.
You can answer a call that is ringing on another telephone only if you and
that user both are members of the same Call Pickup group or if that user
is a member of a Call Pickup group that allows “nonmember pickup.”
Your administrator configures call pickup groups and can tell you which
group you belong to.
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 75
To view the list of Call Pickup groups of which you are a member:
1 Log in to the NBX NetSet Utility and go to System Group Settings >
Call Pickup.
2 Click the group name that you want to view from the Call Pickup Group
list to view the members of that group.
Directed Call Pickup
on a Specific
Telephone
You can answer a call that is ringing on a specific user’s telephone.
Using the feature code:
1 Pick up the handset.
2 Press Feature + 455 and the user’s extension. The call is directed to your
telephone.
Group Call Pickup You can answer a call that is ringing on a group member’s telephone.
Using the feature code:
1 Pick up the handset.
2 Press Feature + 456 and the group number. The call is directed to your
telephone.
Automatic Call
Distribution
Groups, Hunt
Groups
, and Calling
Group
s
Your administrator can establish formal and informal call centers so that
incoming calls can be directed to several telephones that have been
associated into automatic call distribution groups, hunt groups, or calling
groups.
A call center is a general term that refers to any system that accepts
incoming calls to a site and ensures that those calls are sent to the proper
destination within the site. The call center can be used, for example, as a
help desk, a reservations counter, an information hotline, or a customer
service center.
If you do not answer, calls that come in to your telephone:
■ Through your extension go to the call coverage point that you have
set up.
■ Through an automatic call distribution group, hunt group, or calling
group follow the call coverage path set up by the administrator for
that group.
76 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Automatic Call
Distribution
Automatic Call Distribution (ACD) distributes calls to agents and queues
the calls that have not been answered before a predetermined time
expires. The ACD also manages prerecorded announcements to callers,
manages individual ACD agents and groups of agents, and provides
database reports on both calls and agents.
Calls coming into ACD are distributed according to rules configured by
the administrator. An agent becomes available to receive ACD calls by
logging in to the ACD group.
To log in to an ACD group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the ACD group. Your administrator
can tell you which feature code to use.
3 Dial the ACD group password. Your administrator can tell you which
password to use.
4 Press and hang up.
To log out of an ACD group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the ACD group.
3 Dial the ACD group password.
4 Press and hang up.
To log in to an ACD group using the NBX NetSet utility:
1 Go to Group Membership > ACD Groups.
2 Select the ACD group to log in to.
3 Click Login.
If you log in to an ACD group and do not answer a call when it rings on
your telephone, the system may log you out of the group depending on
how the administrator has configured the group.
To log out of an ACD group using the NBX NetSet utility:
1 Go to Group Membership > ACD Groups.
2 Select the ACD group to log out of.
3 Click Logout.
#
#
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 77
Viewing ACD User Status
Using the NBX NetSet Utility, go to Group Membership > ACD Groups
to see each ACD group that you are a member of. Click each column
heading to arrange the information in ascending or descending order.
■ Extension — Shows the extension number of the ACD group. Click
the extension number to view details about the ACD group members.
■ Name — Shows the name of the ACD group.
■ Queue — Shows the number of calls to this ACD group currently in
the queue.
■ Answered — Shows the number of calls that have been answered by
this ACD group since NBX system startup.
■ Status — Shows whether you are currently logged in to or out of the
ACD group.
■ State — Shows whether your extension has been locked in to the
ACD group. If your extension has been locked into the ACD group,
only the administrator can log you out. If your extension is not locked
into the ACD group, you can log yourself out.
You can also perform the following actions:
■ Select All — Select for an action all ACD groups of which you are a
member.
■ Deselect All — Remove from an action all ACD groups of which you
are a member.
■ Invert Section — Select for an action all ACD groups currently
unselected and remove from an action all ACD groups currently
selected.
■ Login — Log in to the selected ACD group (or groups).
■ Logout — Log out from the selected ACD group (or groups).
Viewing ACD Group Status Details
Using the NBX NetSet Utility, go to Group Membership > ACD Groups
and click the extension number to view detailed information about the
agents of this ACD group. Click each column heading to arrange the
information in ascending or descending order.
■ Extension — Shows the extension number of each agent in the
group
■ First Name — Shows the first name of each agent
78 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
■ Last Name — Shows the last name of each agent
■ Rank — Shows the order in which calls are routed to agents in the
group
■ Status — Shows whether each agent is currently logged in or out of
the ACD group
■ State — Shows which agents’ extensions have been locked in to the
ACD group
Wrap-Up Time
Wrap-Up Time is a feature that allows time for an agent to complete
follow-up actions after a call. If this feature is enabled by the ACD
administrator, you can activate Wrap-Up Time once per call for a duration
specified by the administrator.
You can activate/deactivate Wrap-Up Time using Feature code 972.
During Wrap-Up Time, the LED for the mapped button is lit, and the
system routes no calls to this extension except personal calls or Call
Group calls. If you need more time than what is allotted by default, you
can use the Extend Wrap-Up Time feature.
Extend Wrap-Up Time
If the Wrap-Up Time feature is enabled by the ACD administrator, the
Extend Wrap-Up Time feature is enabled by default and allows an agent
to extend the Wrap-Up Time period for the same time duration as the
Wrap-Up Time.
This feature is valid only if you are already in the wrap-up mode. You can
activate the Extend Wrap-Up Time once per call using Feature code 973.
Hunt Groups Incoming calls ring to one member of the hunt group. If that member’s
telephone is in use, or if that member does not answer the call, the
system “hunts” for another member of the group until the call is
answered or is forwarded to the group call coverage point. For example,
if there are no available members of the hunt group, the call might be
forwarded to a group mailbox or to the receptionist.
Figure 2 shows the
path of a call coming into a hunt group.
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 79
Figure 2 Sample Hunt Group Configuration
Hunt groups can be static or dynamic:
■ If you are in a static hunt group, you are always part of that group
along with the other group members.
■ If you are in a dynamic hunt group, you must log in to the group to be
part of it.
To log in to a dynamic hunt group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the hunt group. Your administrator
can tell you which feature code to use.
3 Dial the hunt group password and press . Your administrator can tell you
which password to use.
To log out of a dynamic hunt group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the hunt group.
1 Incoming Telephone Call
2 Telephone #1
3 Telephone #2
4 Telephone #3
5 Group Voice Mailbox
#
80 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
3 Dial the hunt group password.
4 Hang up the telephone.
To log in to a dynamic hunt group using the NBX NetSet utility:
1 Go to Group Memberships > Hunt Groups.
2 Select the hunt group to which you want to log in.
3 Click Login.
If you log in to a dynamic hunt group and do not answer a call when it
rings on your telephone, the system may log you out of the group
depending on how the administrator has configured the group.
To log out of a dynamic hunt group using the NBX NetSet utility:
1 Go to Group Memberships > Hunt Groups.
2 Select the hunt group from which you want to log out.
3 Click Logout.
To log in to all hunt groups of which you are a member:
1 Go to Group Memberships > Hunt Groups.
2 Click the Login all button.
To log out of all hunt groups of which you are a member:
1 Go to Group Memberships > Hunt Groups.
2 Click the Logout all button.
Calling Groups One type of hunt group is the Calling Group. Calling groups allow an
incoming call to ring simultane
ously on all telephones in a group, for
example, a customer service group. To log in to or out of a calling group,
follow the steps in
“Hunt Groups” earlier in this chapter.
Supervisory Monitoring 81
Figure 3 shows the path of a call coming in to a calling group.
Figure 3 Sample Calling Group Configuration
Group Membership To view the list of users that belong to a calling group:
1 Go to Group Membership > Hunt Groups.
2 Click the group to display the list of users that belong to that group.
Supervisory
Monitoring
Supervisory monitoring is a feature that is typically used in call centers to
allow supervisors to join a conversation between an agent and a
customer to ensure proper customer support. The supervisor’s presence
may or may not be announced to the agent or customer by a tone.
Supervisory monitoring enables monitoring of incoming calls to
Automatic Call Distribution Groups and Hunt Groups. Other calls to and
from the agent’s telephone are also available for monitoring, including:
■ When an agent calls a customer back (outbound call)
■ When an agent receives a call from a customer on their Direct Inward
Dial (DID)
1 Incoming Telephone Call
2 Telephone #1
3 Telephone #2
4 Telephone #3
5 After a specified number of rings with no answer
6 Receptionist
6
82 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
■ 3-party Conference calls (The monitoring party counts as one of the
parties in an NBX conference, which supports up to four parties.)
The supervisor must provide a password to access the agent’s extension
during these calls.
Your organization may be legally required to add an announcement to
tell callers that their call may be monitored.
Agent Role for 3Com
Entry and Analog
Telephones
3Com telephones that do not have a display panel and appropriate soft
buttons such as, the 3Com Entry Telephone or an analog telephone, can
operate only as endpoint devices for Supervisory Monitoring. This means
that although a supervisor may be able to monitor agents who are using
a 3Com Entry telephone or an analog telephone, a supervisor cannot use
either or these telephones to monitor agents.
Supervisory
Monitoring
Terminology
The following definitions help to explain how Supervisory Monitoring
works in the NBX system:
Supervisory Monitoring Domains — are created by the NBX System
Administrator and specify the following information:
■ The supervisory monitoring domain’s unique name and password
■ The types of calls that can be monitored (Incoming Group (ACD, HG,
or RP) Only calls or All calls)
■ The calling groups (ACD, HG, or RP) that can be monitored
■ The agents (users) who can be monitored
■ Announcement tones for Monitor, Whisper, and Barge-In modes
A special system domain called the Privacy List specifies users who
cannot be monitored. In addition, any users who have the Call Privacy
privilege enabled for their Class of Service (CoS) group can prevent
individual calls from being monitored. For more information on privacy,
see
“Call Privacy” later in this chapter.
Agents — must be defined as members of a supervisory monitoring
domain. This includes people who take a transferred call or answer one
with call pickup.
Supervisors — are people using the domain password to monitor the
agent’s call. The supervisor must provide the password of the supervisory
Supervisory Monitoring 83
monitoring domain that has the agent (user) listed. The supervisor must
use a 3Com Telephone with a display panel and appropriate soft buttons;
not a 3Com Entry Telephone, 3Com Cordless Telephone, or an analog
telephone.
Customers — are people who make an incoming call to an agent
(supervisory monitoring domain member). A customer can be an internal
or external caller.
Monitor — allows the supervisor to listen to a call.
Whisper — allows the monitoring supervisor to speak to the agent
without the customer hearing.
Barge-In — allows the supervisor to speak to both the agent and the
customer.
Call Privacy Call Privacy allows a user to prevent a call from being monitored. NBX
telephone users can toggle Call Privacy on and off to block or accept
supervisory monitoring on a call-by-call basis. (In contrast, membership in
the Privacy List domain set by the administrator ensures that all calls
associated with this user cannot be monitored.)
The NBX administrator can enable or disable Call Privacy for each Class of
Service (CoS) user group.
If your administrator assigned you to a CoS group that allows Call Privacy,
you can use Feature code 428 to prevent your current call from being
monitored. To see if you can activate Call Privacy, log in to the NBX NetSet
utility and go to My Calling Privileges > Call Permissions. You are
allowed to activate Call Privacy if the Call Privacy feature is enabled.
You can activate Call Privacy before a call (for example, by going off-hook
and dialing Feature code 428 and then dialing an internal or external
call), or during a call (for example, dialing Feature code 428 after
answering an incoming call). The administrator may also map Feature
code 428 to one of your telephone system access buttons.
To activate (toggle on) Call Privacy:
Press Feature + 428.
■ A confirmation tone indicates that Call Privacy is active.
84 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
In the case of an incoming call, Call Privacy cannot be activated while the
session is alerting. In this case, you must answer the incoming call before
activating Call Privacy.
To deactivate (toggle off) Call Privacy:
While Call Privacy is on, press Feature + 428 again.
■ A confirmation tone indicates that Call Privacy is now disabled.
When any active Call Privacy session ends, (for example: you activate Call
Privacy, initiate a call, and then exit the call) the Call Privacy settings are
no longer applicable and the next call is open to monitoring.
WhisperPage The WhisperPage feature allows you to dial an NBX extension that is
involved in an active conversation with another person and speak to that
person without the other party on the call being able to hear you.
WhisperPage is typically used in the workplace by an assistant and
manager. While a manager is on a call, an assistant can start a
WhisperPage session to alert the manager of an important meeting or
call. During the WhisperPage session, the assistant cannot hear the
manager or the third party and the third party cannot hear the comments
of the assistant.
If the manager is not on an active call when the assistant starts a
WhisperPage session, the call is placed just as if the assistant dialed the
manager’s extension.
Both the manager and the assistant in a WhisperPage session must be
assigned to an NBX WhisperPage domain and have appropriate
WhisperPage access privileges.
To view your WhisperPage access privileges, log in to the NBX NetSet
Utility and go to System Group Settings > WhisperPage. This page
reports the following information:
■ Whether or not the WhisperPage alert tone is enabled.
■ The period of time in seconds (called decline time) before an initiated
WhisperPage session becomes active.
■ Users (listeners) with whom you can initiate a WhisperPage session
WhisperPage 85
■ Users (speakers) who can initiate a WhisperPage session with you
The NBX NetSet administrator can enable or disable the alert tone and
specify the Decline Time, which ranges from 0 to 9.9 seconds. For
additional tips and considerations on using WhisperPage, see
“More
About WhisperPage” later in this chapter.
Starting a
WhisperPage Session
1 Pick up the handset.
2 Press , and Feature + 426.
A confirmation tone prompts you to enter the WhisperPage extension.
3 Enter the extension you want to whisper to.
If the listener’s telephone has a display panel, it shows the WhisperPage
attempt and your extension. Additionally, an optional tone may be played
to alert the listener.
At this point, the listener can either accept the WhisperPage request by
doing nothing, or refuse the request by activating Do Not Disturb.
If the listener accepts the WhisperPage request, after a brief delay, you
will hear a tone that tells you to begin the WhisperPage session.
4 Begin speaking. When you have finished, go off-hook to end the
WhisperPage session.
More About
WhisperPage
These usage tips and limitations apply to WhisperPage:
■ The WhisperPage listener can refuse or end a WhisperPage session at
any time by activating Do Not Disturb.
■ You cannot initiate a WhisperPage session to:
■ A Supervisory Monitoring call
■ A call that is on hold
■ While using WhisperPage, if either the listener or the other party on
the call invokes Transfer, Park, Conference, or Forward to VM, the
WhisperPage session ends.
■ You can start up to two simultaneous WhisperPage sessions, one or
both on hold, providing you have a line available for each session.
#
86 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
For additional tips and considerations on using WhisperPage, see your
system administrator.
Call Park Use Call Park to place a call in a “holding pattern” and make it available
for another person to pick up from any telephone on the system. Use the
internal
paging feature, the external paging feature, or both, to
announce the call. The recipient can retrieve the call from any 3Com
telephone or analog telephone by dialing the Call Park extension that you
give during your announcement.
This feature is useful in any of these circumstances:
■ The recipient is elsewhere in the building.
■ You want to continue a call on another telephone, for instance, in a
conference room for privacy, and transferring the call does not give
you enough time to retrieve it.
When you park a call, you assign it a Call Park extension, which anyone
can use to retrieve it.
Table 5 lists the default Call Park extension
numbers. Ask your administrator to verify the Call Park extensions for
your location.
If the call is not answered within 5 minutes (default) after it is parked, it
rings again at the original telephone. Your administrator can modify the
length of this waiting period.
To park a call:
1 While you are on a call, press Feature + 444.
2 Dial a Call Park extension from the list shown in Table 5 or the list of
extensions at your location.
If you select a Call Park extension that is already in use, the Error Tone
plays. Press the Feature button or press and release the hook switch to
reconnect to the call and begin again to park the call on another
extension. If you hang up with the Error Tone, the original call rings back
to your telephone.
Tab le 5 Default Call Park Extension Numbers
System Default Extension Numbers
4-digit dial plan 6000 – 6099
3-digit dial plan 601 – 609
Paging 87
To notify another user about the parked call:
■ From a 3Com 3100 Entry Telephone, press and release the hook
switch. When you hear the dial tone, dial the user’s extension, or
use the paging feature. See
“Paging” next for details.
To retrieve a parked call:
1 Pick up the handset of any telephone on the system.
2 Dial the Call Park extension that was assigned to the call.
Paging Paging is the general term used to describe the act of broadcasting a
voice message through audio speakers.
The 3Com 3100 Entry Telephone does not have a speaker. You can
broadcast pages to other 3Com Telephones on your system that do have
speakers. You cannot receive pages or be a member of a zone paging
group.
You can:
■ Page all extensions with speakers on the system
This method uses default codes in Table 6.
■ Page a subset of all extensions on the system, called a zone.
This method uses extensions that the administrator configures for this
purpose.
Each method allows you to broadcast a message to different destinations,
depending on your location and equipment.
Do not press the Feature button before you dial the Paging code.
88 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Paging the System When you page the system, you broadcast a message to all internal
extensions with speakers, to a Public Address (PA) system, or to both
simultaneously. Paging codes, as described in
Table 6, have default values
for each destination.
To page, perform the following steps using your 3Com Telephone:
1 Pick up the handset.
2 Dial the appropriate paging code on your system.
3 Speak the broadcast message into your handset and hang up.
Paging Zones A page zone is a subset of internal extensions to which you can direct a
broadcast using a configured extension. You can page a zone, a P.A.
system, or both the zone and the P.A. system simultaneously. Zone
extensions are configured by the administrator.
To discover the page zone extensions on your system:
1 Log in to the NBX NetSet Utility and go to System Group Settings >
Page Zones.
The NBX NetSet utility lists the existing page zones and their extension
numbers.
2 Click the page zone extension to list the members of that zone.
Tab le 6 Paging Codes
Feature
3-digit dial plan
(default codes)
4-digit dial plan
(default codes)
External Paging
Broadcast an announcement over a
public address system that has a
paging amplifier and speaker system
that is connected to your NBX system
620 6200
Internal Paging
Broadcast an announcement through
the speakers on all NBX Telephones
with speakers on your system except
those that have been set to Do Not
Disturb.
621 6201
Simultaneous Paging
Broadcast an announcement externally
and internally at the same time.
622 6202
Configurable Operators 89
You can view zone memberships only if the administrator authorizes you
to do so.
To page a zone, a P.A. system, or both, perform the following steps using
your 3Com Telephone:
1 Pick up the handset.
2 Dial the appropriate extension to page the zone.
3 Speak the broadcast message into your handset.
4 Hang up.
3Com Cordless Telephones, 3Com Entry Telephones, and analog
telephones can initiate but cannot receive a zone page.
Configurable
Operators
The Configurable Operators feature gives a caller who is directed to voice
mail the option of going to another destination.
You can configure your own operators for those who call your extension
(if the administrator allows it), and you can also use this feature as a caller
to another device.
How Configurable
Operators Work
Following is a brief description of how the system directs a caller from
your voice mail to operators that you designate:
1 If you do not answer a call, the system invokes your voice mail.
2 The caller listens to your prerecorded voice mail message, which includes
the instruction to press an access digit (0 or 9) in order to reach the
appropriate operator.
When you employ a configurable operator, you must re-record your
personal voice mail greeting to tell callers that an operator is available to
them if they press the appropriate access digit during the voice mail
greeting.
3 The caller presses 0 or 9.
4 The call is redirected to the operator that you designated.
The caller can leave a message, and then press 0 or 9 to transfer to a
configured operator.
90 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Configuring the
Operators
You can view the operators’ settings, and modify those settings if your
administrator allows it.
The operator’s call-handling rules (such as call coverage) may apply to the
voice mail caller. Also, you must have external-to-external permissions in
order for transfers to external phone numbers to complete successfully.
If you or the administrator do not configure operator destinations, the
system directs an operator-bound caller to extension 501.
Viewing Your Operator Permissions
To find out if you have permission to configure operators:
1 Log in to the NBX NetSet Utility and go to My Calling Privileges > Call
Permissions.
Your current permissions to configure the System Operator and the
Personal Operator are listed.
Configuring the Operator Destinations
To configure your own destinations for System and Personal Operator:
1 Log in to the NBX NetSet Utility and go to NBX Voice Mail Settings >
Personal Operator.
The current System Operator and Personal Operator extensions and
access digits appear. If the administrator has given you the appropriate
configuration permissions, the extensions appear in editable text boxes.
2 Edit the destinations to include the appropriate extensions.
The operator destination text string cannot exceed 16 characters.
3 Click Apply to complete your changes.
If you clear an operator destination (using the Clear check box), calls
directed to that operator are directed instead to the default system
operator (extension 501).
Using Message Waiting Indicator to Telephone 91
Using Message
Waiting Indicator to
Telephone
The Message Waiting Indicator (MWI) to Telephone allows a user to light
a status button next to a programmable access button and leave a call
back number on another telephone. This feature is distinct from voice
mail in that the telephone does not ring and there is no voice mail
message. The light appears next to the Access button, not the message
waiting light used for voice mail. Example: A principal can use this
feature to notify a teacher, without interrupting the class, to call the
office as soon as possible.
Sending an MWI
Message
You can send an MWI message to any telephone on your NBX system
that has an MWI Retrieve button enabled. Sending an MWI message
turns on the light on the target telephone if it is not already lit, and leaves
your telephone number as a callback number.
You cannot send an MWI message to:
■ Telephones that do not have an MWI Retrieve button enabled or that
have reached their MWI message limit (30)
■ Remote NBX systems over external line
■ Calling Groups, Hunt Groups, or ACD Groups
To send an MWI message:
1 Pick up the handset, and press Feature + 412. The Feature Entry Tone
plays.
2 Dial the extension that you want to call and press .
3 The display panel on your 3Com Telephone shows Success. The
Confirmation Tone plays.
Retrieving an MWI
Message
To receive and retrieve an MWI message, you must have a 3Com
Telephone with a display panel and a programmable access button with
status light configured for MWI Retrieve.
A 3Com Entry Telephone cannot receive an MWI message. An analog
telephone cannot receive an MWI message.
Cancelling an MWI
Message
After you have sent an MWI message, you can cancel it and remove it
from the list on the target telephone. If it is the only unattended MWI
message on the target telephone, cancelling it turns off the MWI light.
#
92 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
You can cancel an MWI message only from the same extension from
which you sent the MWI message.
To cancel an MWI message:
1 Pick up the handset and press Feature + 413. The Feature Entry Tone
plays.
2 Dial the extension to which you sent the MWI message that you want to
cancel and press
.
3 The Confirmation Tone plays.
Dialing a Call to a
Re
mote 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 an NBX system. Typical configurations
are described in the next sections.
Using Unique
Extensions
In the sample network shown in Figure 4, 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 NBX system
sets up a connection to the NBX system at the other extension’s site.
In this example, to call a user in Dallas, a user in Chicago dials a Dallas
extension (3000 through 3999). The dial plan on the Chicago NBX system
sets up the necessary connection to the Dallas NBX system and then to
the extension at that site.
#
Dialing a Call to a Remote Office 93
Figure 4 Using Unique Extensions to Dial Remote Offices
Using Site Codes If some users have overlapping telephone extensions, your administrator
can configure your telephone system to use site codes for you to dial
people at remote offices. Your administrator chooses the site codes for
your system. In this example, you dial a site code first, followed by the
extension at the site.
For example, as shown in Figure 5, to call someone in Atlanta, a user in
Chicago dials the site code 62 and then the appropriate extension (1000
through 3999). To reach a user in Dallas, a user in Chicago dials 63 and
then the appropriate extension (1000 through 3999). The site code
prevents conflicts between the remote extension number and a
duplicated extension number at the local site (Chicago).
1 NBX System in Chicago
Extensions: 1000–1999
2 Wide Area Network (WAN)
3 NBX System in Atlanta
Extensions: 2000–2999
4 NBX System in Dallas
Extensions: 3000–3999
1
3
4
2
94 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Figure 5 Using Site Codes to Dial Remote Offices
Using Pulse Dialing In some locations, analog telephone users must dial telephone calls using
pulse dialing instead of tone dialing (also called Dual To
ne Multi
Frequency, or DTMF, dialing).
Your administrator must configure the Analog Line Card ports for pulse
dialing.
Examples:
■ Some of your telephone lines are provided by a telephone company
that supports only pulse dialing while other lines are provided by a
different telephone company that supports DTMF dialing.
■ Your organization’s telephone service provider offers low-cost,
pulse-dialing-only service.
1 NBX System in Chicago
Extensions: 1000–3999
Site Code: 61
2 Wide Area Network (WAN)
3 NBX System in Atlanta
Extensions: 1000–3999
Site Code: 62
4 NBX System in Dallas
Extensions: 1000–3999
Site Code: 63
1
3
4
2
Additional Applications 95
■ In some situations, you must switch to DTMF dialing during a call. For
example, if your call is answered by an automated attendant that
requires that you enter information from your telephone keypad, you
must typically enter the information using DTMF dialing.
To change from pulse dialing to DTMF during a call:
1 Press Feature + 891.
2 Your connection is switched from pulse to tone (DTMF) for the remainder
of the call. When you hang up, the port you were using on the Analog
Line Card reverts to pulse dialing mode.
You can configure a personal speed dial in the NBX NetSet utility to dial a
number in pulse dial mode and then to switch to DTMF. Use the left
angle-bracket character (<) in the NBX NetSet utility as the command to
switch to DTMF mode. You can also include the digits that you want the
system to dial after it switches to DTMF. The system dials any digits after
the < using DTMF tones. When you hang up, the port that you were
using on the Analog Line Card reverts to pulse dialing mode.
For additional information about programming speed dials, see “Personal
Speed Dials” in Chapter 5.
Additional
Applications
These software applications are available on the NBX Resource Pack CD:
■ NBX Call Reports *
■ NBX TAPI Service Provider (NBXTSP)
■ NBX Desktop Call Assistant *
■ Complement Attendant Software *
■ Palm Dialer
■ pcXset™ Soft Telephone *
■ NBX Media Driver
* Applications with a * have been tested with Windows XP Home Edition
and Windows XP Professional Edition.
96 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
7
FEATURE CODES
This chapter describes how to use feature codes with the 3Com®
Telephones. It covers these topics:
■ NBX Tones
■ Feature Codes with 3Com Telephones
■ Using Feature Codes
For help on accessing NBX® features from an analog or a third-party,
SIP-based IP telephone, see the applicable NBX Feature Codes Guide in
the NBX NetSet™ utility.
NBX Tones As you use your 3Com Telephone to receive voice mail and use the
feature codes on the NBX system, you hear these tones:
■ Dial Tone — When you lift the receiver to place a call or begin using
one of the features, you hear the normal Dial Tone (except for the
circumstance described in the next bulleted item).
■ New Messages Dial Tone — When your voice mailbox has either
new or unsaved messages and you pick up your handset, you hear the
New Messages Dial Tone (a repeated short tone, also called the
“stutter” tone) until you delete or save every message. Your
administrator can turn the New Messages Dial Tone on or off.
■ Feature Entry Tone — When you lift the handset and press the
Feature button to begin using one of the features, you hear the
Feature Entry Tone, which is a steady sound at a lower pitch than the
normal dial tone. You must enter data, for instance a feature code
number, your password, or an extension, as specified in
Table 7.
■ Confirmation Tone — After certain steps, as when you add a party
to a conference call, you hear a short Confirmation Tone or “beep,”
which confirms that you have completed the action.
98 CHAPTER 7: FEATURE CODES
■ Error Tone — You hear the “fast busy” tone, also called the
“congestion” tone, when no circuits are available. In addition, you
hear the Error Tone if you make an error such as trying to enter an
unsupported feature code, an invalid extension, or an invalid
password. Hang up and start the feature code sequence again.
■ Feature Active Tone — Example: You activate one of the
“persistent” features, for instance, you lock your telephone, and then
hang up. The next time that you pick up the handset on your analog
telephone, you hear the Feature Active Tone. This pair of tones, a
sound followed by a higher sound, is repeated to remind you that you
have enabled one of these features:
■ Caller ID Restriction — All
■ Do Not Disturb
■ Forward All Calls to Voice Mail (that is, to your call coverage point)
■ Lock or Unlock Your Telephone
■ Call Forward All
■ Call Forward Busy
■ Call Forward No Answer
These features are “persistent,” that is, each one remains active until
you turn it off, as described in
Table 7.
If you forget which of the persistent features you have activated on
your telephone, log in to the NBX NetSet Utility and go to My Calling
Privileges > Feature Settings. See
“NBX NetSet Utility” in Chapter 1
for information on how to log in to the NBX NetSet utility.
Exception: If you have activated one or more persistent features and your
mailbox has messages, you hear the New Messages Dial Tone whenever
you pick up the handset until you have deleted all messages.
Feature Codes with
3Com Telephones
A large number of telephone features are available by pressing the
Feature button on a 3Com telephone and entering a three-digit feature
code. These feature codes are listed in
Table 7.
■ If your telephone does not have a button programmed for Feature,
ask your administrator to program one.
■ Because your administrator determines whether some of the features
that are described in this chapter are available for your telephone or
Using Feature Codes 99
for the entire system, some of these features may not be available to
you.
3Com Entry
Telephone
Some of the features that are listed in Table 7 are available by using Hook
Flash on a 3Com Entry Telephone like Hold, Transfer, and Conference.
See
“Hook Switch Features” in Chapter 2.
For all other NBX features, use the preprogrammed Feature button and
the feature codes listed in
Table 7.
Using Feature
Codes
Follow these steps to use NBX feature codes:
1 Pick up the handset.
2 Press the Feature button.
3 Dial the feature code and any additional values as specified in Table 7.
4 Hang up when your call is complete or you have activated the features
that you want.
Tab le 7 NBX Feature Codes
Feature Feature Code See
Account Codes F + 888 + account code + # + telephone
number
“Account (Billing) Codes” in Chapter 6
ACD, Hunt, and Calling
Groups
F + feature code for the group + group
password + #
“Automatic Call Distribution Groups,
Hunt Groups, and Calling Groups” in
Chapter 6
Automatic Callback F + 469 + hang up “Using Automatic Callback” in
Chapter 4
Call Forward All F + 465 “Forwarding Incoming Calls” in
Chapter 4
Call Forward Busy F + 467 “Forwarding Incoming Calls” in
Chapter 4
Call Forward No Answer F + 466 “Forwarding Incoming Calls” in
Chapter 4
Call Park — Park a Call F + 444 + one of the Call Park extensions
for your NBX system
“Call Park”in Chapter 6
Call Pickup — Directed F + 455 + the extension of the ringing
telephone
“Call Pickup” in Chapter 6
Call Pickup — Group F + 456 + call pickup group number “Call Pickup” in Chapter 6
Call Privacy — On/Off F + 428 “Call Privacy” in Chapter 6
100 CHAPTER 7: FEATURE CODES
Caller ID Restriction
(CLIR — All) — On/Off
F + 889 “Caller ID” in Chapter 6
Caller ID Restriction — for
Next External Call Only
F + 890 “Caller ID” in Chapter 6
Camp On — Direct F + 468 + destination extension “Initiating Direct Camp On” in
Chapter 4
Class of Service Override F + 433 + your own extension + # + your
password + # + the outside party’s
number
“Class of Service Override” in Chapter 5
Conference Call — Add F + 430 + telephone number
+ F + 430
“Establishing a Conference Call” in
Chapter 4
Conference Call — Drop F + 431 “Establishing a Conference Call” in
Chapter 4
Direct Mail Transfer F + 441 + other person’s extension +
hang up
“Direct Mail Transfer” in Chapter 4
Do Not Disturb — On/Off F + 446 “Do Not Disturb” in Chapter 5
Extend Wrap-Up Time F + 973 “Extend Wrap-Up Time” in Chapter 6
Flash F + 260 If your NBX system is connected to a
Central Office by one or more Analog
Line Card ports, and if the CO provides
your organization with a feature such as
Call Waiting that requires a flash signal,
use this sequence to signal the CO to
put the existing call on hold and toggle
to the call that is waiting.
To return to the first call, repeat F + 260.
Forward All Calls to
Voice Mail — On/Off
F + 440 “Other Ways to Manage Your Voice
Mail Messages”in Chapter 3
Lock Your Telephone —
On/Off
F + 432 + password + # “Preventing Unauthorized Use of Your
Telephone” in Chapter 5
Message Waiting Indicator
to Phone — Send
F + 412 “Using Message Waiting Indicator to
Telephone” in Chapter 6
Message Waiting Indicator
to Phone — Cancel
F + 413 “Using Message Waiting Indicator to
Telephone” in Chapter 6
Password — Set Initially F + 434 + new password + # + repeat
your new password + #
“Setting Up Your Password and
Voice Mail for the First Time” in
Chapter 1
Password — Change F + 434 + current password + # + new
password + # + repeat your new
password + #
“Setting Up Your Password and
Voice Mail for the First Time” in
Chapter 1
Table 7 NBX Feature Codes (continued)
Feature Feature Code See
Using Feature Codes 101
Pulse to Tone Make or receive a call + F + 891 “Using Pulse Dialing” in Chapter 6
Redial F + 401 “Dialing a Call” in Chapter 4
Release F + 111 “Using a Headset” in Chapter 5
Speed Dial — Personal List F + personal speed dial number “Personal Speed Dials” in Chapter 5
Speed Dial — System-Wide
List
F + system-wide speed dial number “Personal Speed Dials” in Chapter 5
Transfer F + 420 + telephone number + F + 420 “Transferring a Call” in Chapter 4
Volume Up or Down F + 102 to raise the sound
or
F + 103 to lower the sound
“Setting the Volume” in Chapter 4
WhisperPage F + 426 + destination extension + brief
delay (0 - 9.9 sec.) then begin whispering
“WhisperPage” in Chapter 6
Wrap-Up Time F + 972 “Wrap-Up Time” in Chapter 6
Table 7 NBX Feature Codes (continued)
Feature Feature Code See
102 CHAPTER 7: FEATURE CODES
A
TELEPHONE INSTALLATION AND
MAINTENANCE
This chapter covers these topics:
■ Connecting the Telephone
■ Attaching the 3100 Support Bracket
■ Moving Your Telephone
■ Swapping Telephones
■ Cleaning Your Telephone
■ Troubleshooting Problems
Connecting the
Telephone
Although the connector layout varies between telephones, all 3Com
telephones and attendant consoles use these symbols to identify the
connectors:
Figure 6 shows underside of the 3Com 3102 Business Telephone.
Connection details for each type of 3Com device are listed on the
packing sheet that is shipped with the device.
■ Power connection for an AC power adapter.
Network connection. Connects the device to the network. A powered
Ethernet cable that conforms to the Power over Ethernet (IEEE 802.3af)
standard is acceptable for:
■ 3Com 3100 Entry Telephones
■ 3Com 3101 Basic Telephones
■ 3Com 3102 Business Telephones
■ 3Com 3103 Manager’s Telephones
■ 3Com 3105 Attendant Consoles
■ Older 3Com telephones that include “PE” in the part number
Handset connector.
104 APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Figure 6 Underside of the 3Com 3102 Business Telephone
CAUTION:
The NBX system operates over the LAN, not through traditional
telephone wiring. Your telephone connects to the NBX system through an
RJ-45 LAN connector instead of an RJ-11 telephone connector. Your
telephone will not work unless it is connected properly. Ask your
administrator if you have questions about your telephone connection.
The underside of a 3Com Telephone or attendant console includes:
1 AC power adapter connection.
2 Ethernet connector for connection to the LAN.
3 Ethernet connector for an optional connection to your desktop computer.
Not on 3100.
4 Handset connector
5 Headset connector (3102, 3102B, and 3103 only)
6 Tabs for the support bracket
■ For information about the underside of each 3Com Telephone, and for
information about how to connect any 3Com Telephone or Attendant
Console to a Power over Ethernet source, see the packing sheet that
comes with the device.
■ The following device support brackets have built-in strain relief
clamps: 3101, 3102, 3102B, 3103, 3105, and 3100.
Attaching the 3100 Support Bracket 105
Attaching the 3100
Support Bracket
The 3100 support bracket is common to the following devices:
■ 3Com 3100 Entry Telephone
The 3100 support bracket can be attached in desktop or wall mount
positions. Tabs on the underside of the telephone slip into slots on the
bracket, and the opposite mounting points snap into place. Secure the
bracket to the telephone with screws.
Desktop Position In Figure 7, the support bracket is installed in the desktop position.
Figure 7 Desktop Position
106 APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Wall-Mount Position To mount the telephone on a wall, reverse the bracket on the telephone.
Figure 8 shows how to install the support bracket on an 3Com 3100
Entry Telephone in the wall-mount position. Safe wall mounting requires
3/4-inch drywall and 1.5-inch drywall screws.
Figure 8 Wall-Mount Position
Moving Your
Telephone
All 3Com telephones have the Automatic Telephone Relocation feature.
Each telephone has a unique “address.” You can move your telephone to
another location, connect it to any Ethernet jack on the LAN, and still
maintain all of your personalized features, speed dials, and extension
number.
Swapping
Telephon
es
Because your extension number and personal settings are associated with
your physical telephone, only your administrator can move phone
extension settings from one telephone to another.
Cleaning Your Telephone 107
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
Pro
blems
Table 8 lists possible problems that you may encounter and the most
likely solutions. Where possible, each solution refers to the section in this
guide where you can find detailed information.
Tab le 8 Possible Problems
Possible Problem Suggested Solutions
My telephone has no dial
tone.
■ Verify that the power cord is fully inserted in the
correct connector on the underside of the
telephone. Use the strain relief tab to prevent the
cord from becoming unplugged.
■ Verify that each Ethernet cable is connected and
that each cable is in the proper connection.
■ Remove and add power to the telephone by
unplugging the power cord at the electric outlet
and plugging it back in.
■ If the telephone is powered through a powered
Ethernet cable, make sure that power is applied to
the cable at its source.
My telephone has “locked
up.”
■ Your telephone has lost the connection to the
system. Remove the Ethernet cord from the jack,
and then re-insert it into the jack.
■ Wait a few seconds. If the telephone still appears to
be locked, disconnect the electrical power for your
telephone, and then plug it back in.
Callers cannot leave
me
ssages on my voice mail.
■ Your mailbox may be full. Log in to your voice
mailbox and delete some messages.
■ Your telephone may be set up for Greeting Only
Mailbox. Log in to the NBX NetSet utility and go to
NBX Voice Mail Settings > Personal Greeting
and clear the Greeting Only Mailbox checkbox.
When I park a call, an error
tone plays.
You have selected a Call Park extension that is already
in use. Try another Call Park extension. Your
administrator can add additional Call Park Extensions.
For details, see
“Call Park” in Chapter 6.
108 APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
When I dial 9 or 8 to
access an outside line, an
error tone plays.
No outside lines are available. Try again in a few
minutes.
After I call another user in
my organization, I hear a
tone but no ringing.
The other user may have the Hands Free Active on
Intercom feature enabled. Begin speaking after you
hear the tone.
On my 3Com Business
Telephone or 3Com
Manager’s Telephone, all
incoming internal calls
come over my speaker
phone.
You have the Hands Free Active on Intercom feature
enabled.
When I try to access the
NBX NetSet utility, I do not
get a response after I type
the NBX system’s IP address
and press Enter.
Ask your administrator to verify the IP address that you
typed into your web browser.
I am unable to log in to the
NBX NetSet utility.
You must set up your voice mail before you can use the
NBX NetSet utility. Press the
Message button. The
prompts guide you through the setup. Then use your
voice mail password to access the NBX NetSet utility. If
you are on an analog telephone, see
“Setting Up Your
Password and Voice Mail for the First Time” in
Chapter 1.
My telephone is not
forwarding my incoming
calls to my voice mailbox.
Log in to the NBX NetSet utility and go to Call
Forward > Call Forward and verify that you have
selected Forward to Voice Mail as your call coverage
point. For details, see
“Forwarding Incoming Calls” in
Chapter 4.
I try to pick up a call ringing
on another telephone using
Directed Call Pickup, but it
fails.
The telephone that you are using to pick up the call
may not be in the same group as the telephone that is
ringing and the telephone group to which the ringing
telephone belongs does not allow nonmember pickup.
See “Call Pickup” in Chapter 6.
My telephone keeps
ringing after I pick up the
handset.
■ Your telephone may have lost connection to the
system immediately after a call came in. Remove the
Ethernet cord from the jack, then re-insert it into
the wall jack.
■ Wait a few seconds. If the telephone continues to
ring, disconnect the electrical power for your
telephone, and then plug it back in.
I dial an external call but
nothing happens.
You may be required to enter an account code to
complete the call. See
“Account (Billing) Codes” in
Chapter 6.
Table 8 Possible Problems (continued)
Possible Problem Suggested Solutions
INDEX
A
accessibility options 17
account codes (feature code) 99
account codes and billing codes 72
ACD 75
and the Do Not Disturb feature 65
ACD, hunt, calling groups (feature code) 99
administrator, definition 10
agent (supervisory monitoring) 82
all calls, forwarding 41
analog telephones on an NBX system 13
announcements, broadcasting 87, 88
answering calls 39
applying your call permissions to another
telephone 66
Auto Attendant, definition 10
automatic call distribution (ACD) 75
automatic callback
(feature code) 99
initiating 53
introduction 53
automatic telephone relocation 57
B
billing and account codes 72
blocking
internal and external ID 73
unauthorized outbound calls 65
bracket
3100, telephone support 105
branch offices, calling 92
broadcasting announcements 87, 88
busy line (call forwarding) 41
buttons
3100 Entry Telephone 20
C
call centers 75
call coverage point 40
call forward
all (feature code) 99
all calls 41
busy (feature code) 99
busy line 41
call coverage point 40
default 41, 43
no answer (feature code) 99
override 45
precedence 45
problems with 108
ring no answer 41
call park
default extensions 86
introduction 86
park a call (feature code) 99
retrieving a parked call 87
call permissions
applying yours to another telephone 66
introduction 66
call pickup
directed 75
directed (feature code) 99
group 75
group (feature code) 99
introduction 74
problem 108
call privacy 83
enabling/disabling by the NBX administrator 83
on/off (feature code) 99
toggle on/off 83
caller ID
identity restriction 73
restricting on outbound calls 73
restriction (CLIR-ALL) (feature code) 100
calling groups
and the Do Not Disturb feature 65
overview 75
sample configuration 80
Calling Line Identity Restriction (CLIR) 73
camp on
direct 51
direct (feature code) 100
example of direct 50
example of with call transfer 50
initiating with call transfer 50
110 INDEX
introduction 49
Class of Service (CoS) override 66
cleaning telephones 107
CLIR 73
codes
account and billing 72
feature codes 97
NBX Feature Codes Guide 9
conference calls
add (feature code) 100
adding parties 48
drop (feature code) 100
dropping last party 49
introduction 48
configurable operators 89
confirmation tone 97
connecting a headset
general 67
connecting telephones 57, 106
caution, RJ-45 versus RJ-11 jacks 104
electrical power 103
conventions, documentation 10
CoS override (feature code) 100
creating voice mail messages 30
customer (supervisory monitoring) 83
D
dial tone 97
troubleshooting a 3Com Telephone 107
dialing calls
other methods 40
redial 40
release with headset 67
switching from pulse to tone 94
direct camp on 50, 51
direct mail transfer
feature code 100
overview 47
directed call pickup 75
Do Not Disturb
feature code 100
Do Not Disturb Feature
and call forwarding 45
Do Not Disturb feature 64
dual tone multi-frequency (DTMF) dialing 94
dynamic hunt groups 79
E
electrical shock, avoiding 107
e-mail
getting voice mail messages in 35
notification of voice mail messages 60
error tone 98
extend wrap-up time 78
External Paging
dial code 88
external telephone calls, dialing 40
F
Favorites menu 17
feature active tone 98
Feature button
3100 Entry Telephones 20
feature code
account code 99
ACD, hunt, calling group 99
automatic callback 99
call forward all 99
call forward busy 99
call forward no answer 99
call park-park a call 99
call pickup-directed 99
call pickup-group 99
call privacy on/off 99
caller ID restriction (CLIR-ALL) 100
conference call-add 100
conference call-drop 100
CoS override 100
direct camp on 100
direct mail transfer 100
do not disturb 100
extend wrap-up time 100
flash 100
forward all calls to voice mail 100
lock telephone 100
message waiting indicator-cancel 100
message waiting indicator-send 100
password-change 100
password-set initially 100
pulse to tone 101
speed dial system-wide lists 101
speed dial-personal lists 101
whisperpage 101
wrap-up time 101
feature codes 97
Feature Codes Guide in NBX NetSet utility 13
feature entry tone 97
feature settings
Call Forward All 41
Call Forward Busy 41
Call Forward No Answer 41
CLIR-All 74
Do Not Disturb 65, 66
G 111
Forward Calls to Mail 42
flash (feature code) 100
forgot my password 24, 26
Forward to Voice Mail 41
forwarding calls
all calls 41
all, to voice mail (feature code) 100
directly to another user’s mailbox 47
no answer 41
to your call coverage point 40
to your voice mailbox 40
to your voice mailbox from an Entry
Telephone 42
unanswered calls 40
forwarding voice mail messages 29
FWD MAIL 41
G
Greeting-Only mailboxes 35
group call pickup 75
group lists, personal voice mail
creating 31
modifying 33
group voice mailbox 36
H
handset volume 55
headset
using 67
volume 55
hold
3100 Entry Telephone 46
introduction 46
hunt groups
and the Do Not Disturb feature 65
calling groups 80
dynamic 79
introduction 78
logging in to or out of 80
sample configuration 79
static 79
I
icons, display panel
locked telephone 65
incoming calls
ACD groups 75
answering 39
calling groups 78
forwarding directly to another user’s mailbox 47
hunt groups 78
transferring 46
indicators of voice mail messages
off-site notification 60
on your phone 26
installing telephones 103
intercom
internal paging 87, 88
internal caller ID 73
internal calls, dialing 40
Internal Paging
dial code 88
J
jack, Ethernet 57
L
length of voice messages 24
listening to messages 26
from remote telephones 27
lists
modifying personal voice mail group lists 33
personal voice mail group lists 31
printing speed dials 60
locking your telephone
blocking unauthorized calls 65
feature code 100
off-site notification restriction 62
long-distance calls, preventing 65
M
mail group lists
personal 31
system 31
mailboxes
greeting-only 35
group 36
phantom 36
setting up personal 13
maintenance, telephone 103
message
waiting indicator-cancel (feature code) 100
waiting indicator-send (feature code) 100
Message button
3100 Entry Telephones 20
message waiting indicator for voice mail
analog telephones 26
message waiting indicator to telephone 91
cancelling 91
retrieving 91
112 INDEX
sending 91
message waiting indicators
3100 Entry Telephones 20, 26
messages
creating and sending 30
forwarding 29
listening, from a remote location 27
listening, from telephone 27
listening, NBX NetSet utility 26
maximum length 24
private 34
replying to 29
sending 30
urgent 35
Messaging, NBX 23
monitoring, supervisory 81
moving telephones 58, 106
MWI
See message waiting indicators
N
name announcement
changing 25
setting the first time 14
NBX Entry Telephone
3100 19
NBX Messaging 23
NBX NetSet password
changing 14
forgotten 14
initial 14, 16
overview 24
NBX NetSet utility
getting started 16
listening to messages 26
overview 15
problems with 108
new messages dial tone 97
notification, off-site 60
O
off-site notification 60
managing using the telephone 64
operators
configuring 89
viewing 90
outbound calls
dialing 40
speed dials 58
P
page zones
extensions 88
pager, off-site notification 60
paging 87
required equipment 87, 88
to announce a parked call 86
zones 89
parking a call
overview 86
retrieving a parked call 87
password
change (feature code) 100
set initially (feature code) 100
passwords
changing in the NBX NetSet utility 16
changing on the telephone 24
forgotten 24, 26
security tips 25
permissions
allowed calls 66
viewing your call permissions 66
persistent features 98
personal greeting
changing 25
selecting 25
setting the first time 14
personal speed dial numbers 58
personal voice mail group lists
creating 31
modifying 33
phantom mailboxes 36
picking up calls 74
position, wall-mount bracket 106
printing speed dial lists 60
privacy list domain (supervisory monitoring) 82
private messages 34
problems, solving 103
public address system 87, 88
pulse dialing 94
pulse to tone (feature code) 101
Q
Quick Reference sheets 17
R
receptionist
definition 10
redialing calls 40
feature code 101
S 113
release, feature code 101
releasing calls with headset 67
relocating telephones 106
remote notification 60
remote offices, calling 92
replying to voice mail messages 29
ring no answer (call forwarding) 41
ringer
tone, choosing 58
volume 54
ringing
Do Not Disturb 64
RJ-11 jack caution, avoiding use with 3Com
Telephones 104
RJ-45 jack caution, using instead of RJ11 104
S
security
passwords 24, 25
preventing unauthorized outbound calls 65
sending messages 30
shared telephone lines
hunt groups 75
silent ring 58
Simultaneous Paging
dial code 88
SIP (Session Initiation Protocol) 48
site codes 93
sound volume
3100 Entry Telephones 21
speaker phone
problems with 108
using 40
speed dial
personal lists (feature code) 101
system-wide lists (feature code) 101
speed dials
personal speed dial numbers 58
printing lists of 60
system-wide speed dial numbers 59
supervisory monitoring 81
supervisor 82
support bracket
3100, attaching 105
system voice mail groups 31
T
telephone maintenance 103
telephone number, for off-site notification 61
telephone support brackets
3100 105
telephones
cleaning 107
connecting 103
mounting 3100 105
moving and swapping 106
time-of-day calling restrictions 65
toll calls, preventing others from dialing 66
tone dialing 94
tones, 3Com Telephones 97
tones, ringer selection 58
transferring calls 46
feature code 101
troubleshooting
introduction 103
list of possible problems 107
U
unauthorized use of telephone, preventing 65
urgent messages 35
user, definition 10
V
voice mail
accessing through e-mail 35
changing your password 24
components 23
creating messages 30
forwarding 29
greeting-only mailbox 35
group mailboxes 36
groups 31
indicators 26
initializing 13
listening remotely 27
listening to messages 26
maximum message length 24
password security tips 25
personal group lists, creating and modifying 33
private messages 34
problems with 107
replying to 29
retrieving from a remote location 27
sending 30
setting up 13
urgent messages 35
volume control buttons
3100 Entry Telephones 21
volume settings 54
feature codes 101
114 INDEX
W
wall-mount bracket 106
whisperpage 84
(feature code) 101
access privileges 84
wrap-up time 78
Z
zone paging 87
3 …

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