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http://www.3com.com/
Part Number 900-0208
Published April 2005
NBX
®
Manager’s Telephone
Guide
NBX Networked Telephony Solutions
System Release 5.0
3Com Corporation
350 Campus Drive
Marlborough, MA
01752-3064
Copyright © 1998–2005, 3Com Corporation. All Rights Reserved. No part of this documentation may be
reproduced in any form or by any means or used to make any derivative work (such as translation,
transformation, or adaptation) without written permission from 3Com Corporation.
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 12
1 GETTING STARTED
Setting Up Your Password and Voice Mail for the First Time 13
NBX NetSet Utility 15
Starting the NBX NetSet Utility 16
Navigation and Shortcut Icons in the NBX NetSet Utility 16
Quick Reference Guides 17
2 3COM 3103 MANAGER’S TELEPHONE
Telephone Buttons and Controls 19
Programmable Access Buttons 22
Status Lights for Access Buttons 23
Display Panel 23
Display Panel Contrast 24
Features 25
3 NBX MESSAGING
NBX Messaging Components 27
Important Considerations 28
Changing Your Password 28
Security Tips 29
Changing Your Name Announcement and Personal Greetings 29
Listening to NBX Messages 30
Message Indicators 30
Listening from Your Computer 31
4
Listening from Your 3Com Telephone 31
Listening from Any Internal 3Com Telephone 31
Listening from an External Location 31
Managing Your Messages 32
Information About Your Messages 33
Replying to a Message 33
Forwarding a Message 34
Creating and Sending a Message 35
Using Voice Mail Group Lists 36
Viewing System Groups 36
Creating Personal Groups 36
Modifying or Deleting Personal Groups 37
Marking a Message as Private or Urgent 39
Other Ways to Manage Your Voice Mail Messages 40
Other Kinds of Mailboxes 40
Greeting-Only Mailbox 40
Phantom Mailbox 41
Group Mailbox 41
4 STANDARD FEATURES
Answering a Call 43
Caller ID 44
Answering a Second Call 44
Using the 3Com Telephone Display Panel 44
Dialing a Call 45
An Internal Call 45
An External Call 45
Redialing a Call 46
Forwarding Incoming Calls 46
Call Coverage Points 46
Condition to Forward Calls 46
Setting Call Forward from the Telephone 47
Setting Call Forward from the NetSet Utility 49
Call Forward Precedence 51
Putting a Call on Hold 52
Dialing Another Call 52
More Than One Call 53
5
Transferring a Call 53
Announced (Screened) Transfer 53
Blind Transfer 54
Direct Mail Transfer 54
Establishing a Conference Call 55
Disconnecting the Last Person That You Called 56
More About Conference Calls 57
Setting the Volume 57
5 PERSONALIZING YOUR TELEPHONE
Guidelines About Features on NBX Telephones 59
Ringer Tones 60
Speed Dials 60
Personal Speed Dials 60
System-wide Speed Dials 61
Special Case: One-Touch Speed Dials 62
Printing Speed Dial Lists 63
Printing Labels 63
Off-Site Notification 64
Managing Off-site Notification Using the Telephone 68
Do Not Disturb 68
Preventing Unauthorized Use of Your Telephone 70
Telephone Locking 70
Call Permissions 71
Class of Service Override 71
Using a Headset 72
With the 3Com Manager’s Telephone and 3Com 3102 Business
Telephone 72
Returning to the Headset After a Long Delay 73
Using Hands Free Active on Intercom 73
6 GETTING MORE FROM YOUR TELEPHONE SYSTEM
Listening to Your Messages in Your E-mail 76
Account (Billing) Codes 76
Caller ID 77
Internal and External Caller ID 78
Calling Line Identity Restriction (CLIR) 78
6
Call Pickup 79
Directed Call Pickup on a Specific Telephone 80
Group Call Pickup 80
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 81
Automatic Call Distribution 81
Hunt Groups 83
Calling Groups 86
Group Membership 86
Supervisory Monitoring 86
Monitor 87
Whisper 88
Barge-In 88
Change Agent 89
Interactions 89
Call Park 90
Paging 91
Paging the System 92
Paging Zones 92
Configurable Operators 93
How Configurable Operators Work 93
Configuring the Operators 94
Using Message Waiting Indicator to Telephone 95
Sending an MWI Message 95
Retrieving an MWI Message 95
Deleting MWI Messages 96
Cancelling an MWI Message 97
Dialing a Call to a Remote Office 97
Using Unique Extensions 97
Using Site Codes 98
Bridged Extensions 99
Delayed Ringing 100
Using Pulse Dialing 100
Additional Applications 102
7
7 FEATURE CODES
NBX Tones 103
Feature Codes with 3Com Telephones 104
3Com Manager’s Telephone 105
Using Feature Codes 105
8 3COM 3105 AND 1105 ATTENDANT CONSOLES
3Com Attendant Console 110
Access Buttons 110
Feature Buttons 110
Attendant Console Labels 113
Opening the 3105 Attendant Console Label Cover 113
Complement Attendant Software 114
Managing Calls 115
A TELEPHONE INSTALLATION AND MAINTENANCE
Connecting the Telephone 117
Attaching and Adjusting the Articulating Support Bracket 119
Moving Your Telephone 121
Swapping Telephones 121
Cleaning Your Telephone 121
Troubleshooting Problems 121
INDEX
8
ABOUT THIS GUIDE
This guide is intended for anyone using:
■ 3Com
®
Manager’s Telephones
■ 3Com Attendant Consoles
■ NBX
®
Complement Attendant Software.
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 3103 Manager’s Telephone
■ Attendant Consoles
■ 3Com 3105 Attendant Console
■ 3Com 1105 Attendant Console
■ NBX Complement Attendant Software
If the information in the release notes (readme.pdf) on the NBX Resource
Pack CD differs from the information in this guide, follow the instructions
in the release notes.
Analog telephones connected through the Analog Terminal Card or the
Analog Terminal Adapter can use most of the features described in this
book. See the NBX Feature Codes Guide for Analog Telephones in the
NBX NetSet utility.
10 ABOUT THIS GUIDE
How to Use
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.
Table 1 Where to Find Information
If you are looking for information about Turn to
How to get started with your new telephone Chapter 1
The 3Com 3103 Manager’s Telephone Chapter 2
NBX Voice Messaging features Chapter 3
Using standard telephone features Chapter 4
Personalizing your telephone Chapter 5
Enhanced system features Chapter 6
Feature codes Chapter 7
The Attendant Console and Complement Attendant Software Chapter 8
Telephone maintenance and troubleshooting information Appendix A
References to all topics in this book Index
Table 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 view the PDF
versions of the NBX Telephone Guides and NBX Feature Codes Guide by
clicking the icons at the bottom of the screen. You can view the Quick
Reference Guide for your telephone by clicking the Telephone Quick
Reference button.
The NBX NetSet utility also includes a searchable Help system with Help
buttons on each screen.
An administrator who logs in can also see the NBX Installation Guide and
the NBX Administrator’s Guide.
Table 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
Comments on the
Documentation
Your suggestions are important to us. They help us to make the NBX
documentation more useful to you.
Please send your e-mail comments about this guide or any of the
3Com NBX documentation and Help systems to:
Voice_TechComm_Comments@3com.com
Include the following information with your comments:
■ Document title
■ Document part number (found on the front or back page)
■ Page number
As always, please address all questions regarding the NBX hardware and
software to your 3Com NBX Voice-Authorized Partner.
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 Guides
For how to access NBX® features from an analog telephone, set your
password as described next and then see the NBX Feature Codes Guide in
the NBX NetSet™ utility.
Setting Up Your
Password and
Voice Mail
for the First Time
The procedure by which you set up your password and voice mailbox for
the first time depends on:
■ The kind of telephone that you have
■ The kind of voice messaging system on your NBX system. Ask your
administrator what kind of voice messaging is active on your system.
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
Table 4 Setting Your NBX NetSet Utility and NBX Messaging Password
Feature 3Com Phones Analog Telephones
Password — Set Initially
If your system uses NBX
Messaging, follow the NBX voice
prompts to set your NBX password
(which is the same for the NBX NetSet
utility and voice messaging) OR use
the NBX NetSet utility, described next.
If your system uses a voice
messaging application other than
NBX Messaging, use this code
sequence to set your password for
the NBX NetSet utility. 3Com
recommends that you use the same
password for the NBX NetSet utility
and your messaging application.
For all voice messaging systems:
■ Use only 4- to 10-digit numbers
■ Do not use letters, *, or # as part
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, 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
+ current password
+ #
+ 9
+ 2
+ follow the prompts
OR, for systems that do
not use NBX Messaging:
Feature
+ 434
+ current password
+ #
+ new password
+ #
+ repeat your new
password
500 **
+ extension number
+ current password
+ #
+ 9
+ 2
+ follow the prompts
OR, for systems that do
not use NBX Messaging:
#
(Feature Entry Tone)
+ 434
(Feature Entry Tone)
+ current password
+ #
(Feature Entry Tone)
+ new password
+ #
(Feature Entry Tone)
+ repeat your new
password
+ #
(Confirmation Tone)
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.
■ 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, and specify where you want your calls to go
when you cannot answer them (your call coverage points).
■ Listen to and delete your voice messages from your computer as an
alternative to managing calls on your telephone.
■ View your call permissions, certain current feature settings, and the
internal user directory to call other users on your system.
■ Log in to and out of one or all ACD groups, hunt groups, and
calling groups of which your telephone is a member.
See Chapter 4
, Chapter 5, and Chapter 6 for discussions about the
standard and enhanced features that you can monitor and change in the
NBX NetSet utility. See Chapter 3
for voice messaging features.
If your NBX system uses a messaging application other than NBX
Messaging, off-site notification and other voice messaging features are
available through your messaging application. See the application’s
documentation rather than using this Guide.
16 CHAPTER 1: GETTING STARTED
Starting the NBX
NetSet Utility
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.
Navigation and
Shortcut Icons
in the NBX NetSet
Utility
The icons at the lower right of any Personal Settings window allow you
or your administrator to navigate to the following features:
Click the icons below the window to go directly to these features:
Table 5 Navigation Icons
Icon Action Where You Go
Back ■ For the User goes to the main NBX NetSet utility login
dialog box
■ For the Administrator goes to the NBX NetSet utility main
menu window
Help Help for the fields and procedures related to the screen
One-Touch Speed Dials
(not available on 3Com® 3100
Entry Telephone)
Off-Site Notification
Quick Reference Guides 17
Quick Reference
Guides
To open and print a copy of the Quick Reference Guides for the most
frequently used features on your telephone:
1 Log in to the NBX NetSet utility. See “
Starting the NBX NetSet Utility”
earlier in this chapter.
2 Click Telephone Quick Reference. The quick reference guide that
pertains to your telephone appears. Adobe Acrobat Reader 5.0 or higher
is required to view the file. Adobe Acrobat Reader is available free from
the Adobe Web site:
www.adobe.com
Telephone Guides
(including this guide)
NBX Feature Codes Guide
18 CHAPTER 1: GETTING STARTED
2
3COM 3103
M
ANAGER’S TELEPHONE
This chapter describes the buttons, controls, and features on the 3Com®
3103 Manager’s Telephone. It covers these topics:
■ Telephone Buttons and Controls
■ Programmable Access Buttons
■ Status Lights for Access Buttons
■ Display Panel
For how these features work on an analog telephone that is connected to
the NBX® system, click the NBX Feature Codes Guide icon below any
screen in the NBX NetSet™ utility.
Telephone Buttons
and Controls
Figure 1 shows the buttons and controls on the 3Com 3103 Manager’s
Telephone. The features are discussed after the picture.
20 CHAPTER 2: 3COM 3103 MANAGER’S TELEPHONE
Figure 1 3Com 3103 Manager’s Telephone
1 Message Waiting Indicator (MWI) for Voice Mail — When lit,
indicates that you have one or more new voice mail messages in your
voice mailbox. Also, this indicator flashes when your telephone rings.
2 Display panel — Displays telephone status messages, Caller ID
information (if enabled), and the number of messages that you have in
your voice mail mailbox. You can also use it to access these items:
■ Voice mail messages
■ Directories of people’s names and numbers
■ Logs of your recent incoming, missed, and outgoing calls
■ Features
3 Right buttons — Correspond to items on the display panel. Press to act
on those items:
■ When there is a corresponding phone call, the button opens or closes
a call action list. Scroll through the list and select an action by pressing
the corresponding Right button or Select.
■ When there is a corresponding list item, the button activates the listed
option.
1
2
3
4
5
6
7
8
9
1011121314
15
18
19
20
21
16
17
Telephone Buttons and Controls 21
4 Label area for Access buttons — See “Printing Labels” in Chapter 5.
5 Programmable Access buttons — Allow you and your administrator to
assign lines and features to specific buttons. See “Programmable Access
Buttons” and “Status Lights for Access Buttons” later in this chapter.
6 Select button — Selects the highlighted item in a list on the display
panel.
7 Scroll buttons (Up, Down, Left, Right) — The up and down buttons
allow you to scroll through the items in the telephone display panel. See
“Using the 3Com Telephone Display Panel”
in Chapter 4. The left and
right buttons move the cursor when you enter data.
8 Release button — Hangs up the current active call.
9 New Call button — Initiates a new telephone call.
10 Hold button — Places a caller on hold. See “Putting a Call on Hold”
in
Chapter 4
.
11 Transfer button — Sends the currently active call to another telephone.
See “Transferring a Call”
in Chapter 4.
12 Conference button — Establishes a single call with up to three
additional internal parties, external parties, or both. See “Establishing a
Conference Call” in Chapter 4.
13 Redial button — Redials the last telephone number or extension that
you called. See “Redialing a Call”
in Chapter 4.
14 Speaker button — Enables you to use the speaker phone feature. Press
the Speaker button before you dial the call, when your telephone is
ringing, or while a call is in progress. To turn the speaker phone off and
resume the conversation, pick up the handset.
15 Telephone key pad — Enables you to dial calls, enter Feature Codes, or
enter passwords and numbers required for features.
16 Volume down — Lowers the volume of the ringer, the speaker, the
handset, or the headset. See “Setting the Volume”
in Chapter 4.
17 Mute button
— Enables you to prevent callers from hearing what you
are saying during a telephone call, although you can still hear them. Press
the button to turn off the telephone’s microphone when you are
using the handset or headset, or when your telephone is in speaker
phone mode. To turn off the Mute feature, press the button again.
18 Volume Up — Raises the volume of the ringer, the speaker, the handset,
or the headset. See “Setting the Volume”
in Chapter 4.
22 CHAPTER 2: 3COM 3103 MANAGER’S TELEPHONE
19 Soft buttons — Allow you to select items that are displayed in the
bottom dynamic tabs of the telephone display panel. See “Using the
3Com Telephone Display Panel” in Chapter 4. The tabs include:
■ Messages
■ Directory
■ Call Logs
■ Features
20 Handset
21 Left buttons — Correspond to calls on the display panel. Press to act on
those calls. The buttons answer incoming calls, retrieve calls on hold, or
start new calls.
Programmable
Access Buttons
Figure 2 shows the 8 programmable Access buttons on the 3Com 3103
Manager’s Telephone. Your administrator can set buttons to phone lines
and features. You can set any other buttons to one-touch speed dials. To
view or change the current speed dials on your telephone’s buttons
(button mappings), click the Shortcut to One-Touch Speed Dials icon
below any NBX NetSet utility screen. See “Special Case: One-Touch
Speed Dials” in Chapter 5.
Figure 2 3103 Access Buttons
7
8
1
2
3
4
5
6
Status Lights for Access Buttons 23
Access buttons have these default settings, which your administrator can
change:
1 Headset / Handset Select button — Toggles audio between a headset
that is connected to the telephone and the handset. See “Using a
Headset” in Chapter 5.
2 Speed Dial button — Typically, you can use these 7 buttons (2-8) for
personal speed dial settings, although the administrator can map them to
other features. See “Speed Dials”
in Chapter 5.
3 Speed Dial button
4 Speed Dial button
5 Speed Dial button
6 Speed Dial button
7 Speed Dial button
8 Speed Dial button
Status Lights for
Access Buttons
An Access button that is set up for incoming and outgoing calls is called a
System Appearance button. The light beside each System Appearance
button indicates the status:
Display Panel Use the 3Com Manager’s Telephone display panel to dial numbers and
manage calls. Navigate and choose telephone features displayed on the
panel with the soft buttons for tabs across the bottom of the display, the
left buttons for call control or list selection, the right buttons for actions
on corresponding calls or list selection, and the scroll and select buttons.
■ Soft buttons — activate the tabbed commands that display above
them. The commands change according to context. Much of the time
the soft buttons give you access to messages, directories, call logs,
and feature dialogs. One soft button, for example, is the Messages
button.
If the light is The line is
Off Available for use
Steady In use
Blinking quickly Ringing
Blinking slowly On hold
24 CHAPTER 2: 3COM 3103 MANAGER’S TELEPHONE
■ Left buttons — control calls that display beside them. Up to three
calls display at one time and correspond to the three left buttons.
Press a left button to answer an incoming call, rejoin a call on hold,
and select it for other action. If no call corresponds to the button,
press it to start a new call.
■ Right buttons — bring up the action list for the corresponding call.
From the action list, you can send a call to voice mail, add it to the
phone book, park it, hold, transfer, conference, or release the call.
If the display shows a list, the right buttons also activate the
corresponding option.
■ Scroll buttons — up and down buttons move items up and down in
the display, if there are more than three calls or list items to be
displayed. Arrows in the display show if there are more calls or items
above or below those displayed.
The left and right buttons move you to the top or bottom of a list or
move the cursor left or right when you enter data.
■ Select button — at the center of the scroll buttons activates the
currently highlighted list item.
The display panel shows:
■ Calls with caller ID, when available
■ Number of messages in your mail box
■ Your extension number
■ Date and time
■ Status of persistent features with icons:
■ Locked / Unlocked
■ Fwd to mail
■ Handset / Headset / Speaker
■ Telephone lines in use with symbols in the column on the right
Display Panel
Contrast
You can adjust the display panel contrast as one of the User
Configuration Features.
Features 25
To adjust the contrast:
1 Press the Features soft button.
2 Scroll to User Configuration and press Select.
3 Scroll to Modify Display and press Select.
4 Press Select to choose Set Contrast.
5 Change contrast using the left and right scroll buttons.
6 Press Exit when you have finished.
Other User Configuration items should only be changed with the advice
of your administrator.
Features You can access a full range of features beyond those provided by buttons
on the telephone by pressing the Features soft button. See “Using
Feature Codes” in Chapter 7 for a list of all features.
You can access these features either by entering the Feature Code on the
keypad or selecting the feature from the display panel list:
1 Press the Features soft button.
2 Enter the three-digit Feature Code on the keypad.
3 Enter any additional values following display panel prompts.
OR
1 Press the Features soft button.
2 Scroll to the feature.
3 Press the Select button, the Select soft button, or the Left soft button
corresponding to the feature code on the display panel.
4 Enter any additional values following display panel prompts.
26 CHAPTER 2: 3COM 3103 MANAGER’S TELEPHONE
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. Exception: Use the procedures in “Changing
Your Password” regardless of your messaging application.
28 CHAPTER 3: NBX MESSAGING
Important
Considerations
■ The steps are the same for initially setting up the name
announcement, personal greetings, and passwords for personal,
greeting-only, and phantom mailboxes. See “Setting Up Your
Password and Voice Mail for the First Time” in Chapter 1 for details.
(Your administrator creates group mailboxes and their passwords.)
■ For changes to passwords and greetings, see “Changing Your
Password” and “Changing Your Name Announcement and Personal
Greetings” later in this chapter.
■ The default setting for the maximum length of each voice mail
message on the system is 5 minutes. Your administrator can configure
your organization’s NBX Messaging system to receive and store voice
mail messages that are up to 10 minutes long.
■ Use the Off-Site Notification feature if you want the NBX system to
notify you when callers leave voice mail messages in your voice
mailbox. See “Off-Site Notification”
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 29
Security Tips ■ Change your password often.
■ Do not use passwords that can easily identify you, such as your phone
extension or birth date.
■ Avoid simple passwords such as 1234 or 0000.
■ Use numbers only; do not use letters, *, or # as part of your password.
■ Longer passwords are more secure. You can use up to 10-digits for
your password.
■ Never tell your password to anyone.
Changing Your
Name
Announcement and
Personal Greetings
You set name announcement and personal greeting when you first set
your voice mail. See “Setting Up Your Password and Voice Mail
for the First Time” in Chapter 1. Change your personal greeting often, to
ensure that callers hear up-to-date information.
You can record up to five personal greetings and choose which to use
from the telephone. You can also review, delete, or choose which to
make active with the NetSet utility.
If appropriate, you may also want to change the greeting for an extension
that is a “greeting-only mailbox,” so that callers do not attempt to leave
messages. See “Greeting-Only Mailbox”
later in this chapter.
To change your name announcement or personal greetings:
1 Log in to your mailbox at your telephone or remotely.
2 Press 9 for Mailbox Options and then press 1.
3 To review or change your name announcement, press 1 and follow the
prompts.
4 To review or change your personal greetings, press 2 and follow the
prompts.
Using the NetSet utility, you can review or delete a personal greeting or
choose which of your recorded greetings to make active.
To hear or delete your personal greetings or choose your active personal
greeting from the NetSet utility:
1 Log in to the NetSet utility with your extension and password.
2 Select NBX Messaging > Personal Greeting.
30 CHAPTER 3: NBX MESSAGING
3 Select a greeting.
a Click Select to choose the greeting as the active greeting.
b Click Listen to hear the greeting.
c Click Delete to delete the greeting. You cannot delete greeting
number 1; you can re-record it through the phone.
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 3103 Manager’s Telephone — The indicator bar above
the display panel is lit, and the display panel shows the number of
messages. Example: 3Msgs2New.
■ On an analog telephone — Pick up the handset. If you hear the
New Messages Tone (rapid stutter tone), you have new messages or
messages that you have listened to but have not yet saved or deleted.
For information on accessing NBX features from an analog telephone,
see the NBX Feature Codes Guide in the NBX NetSet utility.
■ In the NBX NetSet utility — Log in as a user. The list of your
messages appears in the Voice Mail Messages area on the NBX
NetSet > User Information screen. A new message has a * next to
it. A forwarded messages has -->Fw: next to it.
Listening to NBX Messages 31
Listening from Your
Computer
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 Select a message in User Information > Voice Mail Messages.
3 Click Listen.
4 The third-party application downloads the voice message and plays it.
5 To delete the message, select the message and then click Delete.
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 Table 6
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 Table 6
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 #.
32 CHAPTER 3: NBX MESSAGING
■ If you call the main telephone number of your organization
and:
■ The Automated Attendant answers — Press * * during your
personal greeting. At the prompts, enter your extension and
password, and press #.
■ The receptionist answers — Ask to be transferred to your voice
mail. Press * during your personal greeting. At the prompts, enter
your extension and password, and press #.
Managing Your
Messages
Use these buttons to manage your messages:
Table 6 Managing Messages
Play or repeat a message.
Save the message.
Delete the message from your mailbox. You cannot
retrieve a message after you delete it.
Reply to the message. See “Replying to a Message”
later in this chapter.
Forward the message. See “Forwarding a Message”
later in this chapter.
Listen to date, time, and sender information about
the message. See “Information About Your
Messages” next.
Back up 3–5 seconds in the current message.
Pause the current message for up to 20 seconds.
Move ahead 3–5 seconds in the current message.
Move to the next message.
Return to the main menu.
Replying to a Message 33
Information About
Your Messages
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:
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:
Date and time information.
Sender information.
Listen to the previous message.
Send your reply.
Re-record your reply.
Listen to your reply.
Mark the message Private or Urgent. See “Marking a
Message as Private or Urgent” later in this chapter.
Cancel your message.
34 CHAPTER 3: NBX MESSAGING
Forwarding a
Message
You can forward most messages, with or without comments.
If you receive a message that is marked Private, you cannot forward it.
To forward a message:
1 Log in to your voice mailbox at your telephone or remotely.
2 Listen to a message that you want to forward, and press 5.
3 After the tone, record an introductory message and then press # OR if
you choose not to record a comment, press # when you hear the tone.
4 Optionally, press one of these buttons, OR proceed to step 5.
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.
Re-record your introductory comment.
Listen to your introductory comment.
Mark the message Private or Urgent. See “Marking a
Message as Private or Urgent” later in this chapter.
Cancel your message.
Creating and Sending a Message 35
Creating and
Sending a Message
To create and send a message directly without actually making a call,
follow these steps:
1 Log in to your mailbox at your telephone or remotely.
2 Dial 2 to select Create and Send a Message.
3 At the tone, record a message that is at least 2 seconds long, and press #
to end the recording.
4 Optionally, press one of these buttons, OR proceed to step 5.
5 When you are ready to send the message, press 1.
6 Dial one of these destination numbers plus #:
■ The internal extension or mailbox number of the recipient
■ A speed dial number. See “Speed Dials” in Chapter 5.
■ A voice mail group list number. (See “Using Voice Mail Group Lists”
later in this chapter.)
■ A site code plus extension (to send to a user on another NBX system in
your organization). Example: neee or neeee (where n = one or more
site code digits and e = the extension digits on the other system)
For valid site codes in your organization, see your administrator.
7 To send the message to several recipients, dial each destination number
followed by #.
8 After the last destination number and its #, press # again to send your
message.
Re-record the message.
Review the message.
Mark the message Private or Urgent. See “Marking a
Message as Private or Urgent” later in this chapter.
Cancel the message.
36 CHAPTER 3: NBX MESSAGING
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 Netset > NBX Messaging > System Group List. A list of
System Group IDs and Names displays.
2 To view the membership of any group, select the group and click
Membership.
Creating Personal
Groups
You can create your own Personal Voice Mail Group either through the
telephone or through the NBX NetSet Utility.
To create a personal voice mail list through the telephone:
1 Log in to your mailbox at your telephone or remotely.
2 Dial 9 for Mailbox Options.
3 Dial 3 for Group Lists, and then 2 for Create Group.
4 Dial a 2-digit number, 01–99, which becomes the Group Number.
5 After the tone, speak a name for the group, and press #.
6 Dial one of these numbers:
■ 1 to save the group name and proceed to step 7
■ 2 to change the group name and return to step 5
■ * to exit without saving
Using Voice Mail Group Lists 37
7 Dial one of these destination numbers plus #:
■ The internal extension or mailbox number of the recipient
■ A speed dial number. See “Speed Dials” in Chapter 5
■ Another personal or system group list number
■ A VPIM extension
■ A site code plus extension (to send to a user on another NBX system in
your organization). Example: neee or neeee (where n = one or more
site code digits and e = the extension digits on the other system)
For valid site codes in your organization, see your administrator.
8 When you have added all of the destination numbers, press:
■ 1 to save the group list
■ 2 to cancel creating the group
■ ** to return to the previous menu
OR hang up.
To create a Personal Voice Mail List through the NBX NetSet Utility:
1 Log in Netset > NBX Messaging > Personal Group List. You see a list
of your current personal voice mail groups with Group IDs and Group
Names.
2 Click Add.
3 Enter a Group ID, a number from 01–99 that is not used for a current
group.
4 Enter a Name for the new group.
5 Enter any VPIM extensions in the VPIMs box.
6 Select members from the Non-Members list and move them to the
Members list by clicking the left arrow.
7 Click Apply and OK to complete the list.
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.
38 CHAPTER 3: NBX MESSAGING
3 Dial 3 for Group Lists.
4 Press 1, 3, or 4:
5 To add members to a group or delete members from one, press 4.
a To add one or more members to the group, dial one of these
destination numbers plus #:
■ The internal extension or mailbox number of the recipient
■ A speed dial number. See “Speed Dials” in Chapter 5.
■ Another personal or system group list number
■ A VPIM extension
■ A site code plus extension (to send to a user on another NBX
system). Example: neee or neeee (where n = one or more site
code digits and e = the extension digits on the other system). For
valid site codes for your organization, see your administrator.
b To delete one or more members from the group, dial the destination
number that you want to delete and then press 1.
6 When you have added or deleted all of the destination numbers, press:
■ 1 to save the modified group list
■ 2 to cancel this modification to the group
■ ** to return to the previous menu
OR hang up.
Review your list of groups.
Create a group.
Delete a group.
Add or delete group members. See step 5.
Return to the main menu.
Marking a Message as Private or Urgent 39
To review or modify a Personal Voice Mail Group from the NBX NetSet
utility:
1 Log in Netset > NBX Messaging > Personal Group List. You see a list
of your current personal voice mail groups.
2 Select the group to review or modify.
3 Click Modify.
4 You can change the Name for the group.
5 You can enter any VPIM extensions in the VPIMs box.
6 You can select members from the Non-Members list and move them to
the Members list by clicking the left arrow. OR select members from the
Members list and move them to the Non-Members list by clicking the
right arrow.
7 Click Apply and OK to complete your changes.
To delete a Personal Voice Mail Group from the NBX NetSet utility:
1 Log in Netset > NBX Messaging > Personal Group List. You see a list
of your current personal voice mail groups.
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.
■ 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.
40 CHAPTER 3: NBX MESSAGING
3 To mark the message Urgent, press 1. To mark the message Private,
press 2.
4 To send the marked message, press 1, or listen to the prompts for other
choices.
Other Ways to
Manage Your Voice
Mail Messages
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, select
NBX NetSet > NBX Messaging > Greeting Only Mailbox.
Examples:
■ When you take an extended leave of absence, you can create a
personal greeting with your scheduled date of return and whom to
call during your absence. Callers can be transferred but are unable to
leave voice messages for you. When you return, clear the Greeting
Only Mailbox check box so that callers can leave messages again.
■ If you are a teacher, you can create a new personal greeting on the
school’s NBX system every day to explain homework assignments.
Students call in to the greeting-only mailbox to get the homework
information but cannot leave a message for you on this mailbox.
■ If you are the administrator, you can create a greeting-only mailbox
and use the personal greeting to post information for employees, such
as a notice that the offices are closed because of bad weather.
When you create the personal greeting, remember to tell callers that they
cannot leave messages in this voice mailbox. For instructions on changing
the personal greeting, see “Changing Your Name Announcement and
Personal Greetings” earlier in this chapter.
Other Kinds of Mailboxes 41
In addition to preventing a caller from leaving a message, a greeting-only
mailbox does not allow anyone to forward or create and send a message
to it or reply to a message that was sent from its extension
Avoid adding a greeting-only mailbox to a personal voice mail group list.
Phantom Mailbox A phantom mailbox does not have an actual telephone associated with it.
The administrator sets up a phantom mailbox.
Examples:
■ If you are a sales representative who travels constantly for your
organization and never comes into the office, you still need a way to
receive telephone messages. Using your phantom mailbox, you can
retrieve, forward, and save messages in the same way that any other
employee can but without a physical telephone connected to your
NBX system.
■ If you are an employee who lives a long distance from your office and
works from home, customers and others can leave messages in the
your phantom mailbox and you can call in to the NBX system to
retrieve them, or you can listen to them from the NBX NetSet utility.
You retrieve messages from a phantom mailbox in the same way that you
retrieve messages from a personal mailbox. See “Listening to NBX
Messages” earlier in this chapter.
Group Mailbox A group mailbox is a voice mailbox from which a group of users can
retrieve messages. Your administrator creates group mailboxes and can
explain how to retrieve messages that are left in the group mailbox.
Example:
■ During nonbusiness hours, the system can send incoming telephone
calls for your sales department to a group mailbox. Your administrator
assigns to the appropriate sales people the ability to listen to, forward,
or otherwise handle all messages that are directed to the group
mailbox.
42 CHAPTER 3: NBX MESSAGING
4
STANDARD FEATURES
This chapter describes standard features of the NBX® Telephones. It
covers these topics:
■ Answering a Call
■ Using the 3Com Telephone Display Panel
■ Dialing a Call
■ Forwarding Incoming Calls
■ Putting a Call on Hold
■ Transferring a Call
■ Direct Mail Transfer
■ Establishing a Conference Call
■ Setting the Volume
For help on accessing NBX features from an analog telephone, see the
NBX Feature Codes Guide in the NBX NetSet™ utility.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of the
instructions in this chapter.
Answering a Call To answer an incoming call, pick up the handset If you are using a
3Com® Manager’s Telephone, you can press the Speaker button. If you
have enabled Handsfree Active on Intercom, you can simply speak to
answer internal calls.
An unanswered call on any telephone on the NBX system is forwarded to
the call coverage point that you specify in NBX NetSet > User
Information > Call Forward Default or Call Forward Override. To
specify the number of times that your telephone rings before the call is
44 CHAPTER 4: STANDARD FEATURES
forwarded or to specify where you want the call to go, see “Forwarding
Incoming Calls” later in this chapter.
Caller ID The display panel on your 3Com Telephone shows the name and
extension of an internal caller. For an external caller, if your organization
purchases Caller ID service from your telephone company and if the
external caller allows Caller ID information to be broadcast, the display
panel shows the external caller’s name and telephone number.
Answering a
Second Call
On 3Com Manager’s Telephones, when a new call arrives while you are
on a call:
1 Press Hold. OR press the Right soft button corresponding to the current
call, scroll to Hold and press Select. The current call is put on hold.
2 Press the Left soft button next to the new call on the display. You are
connected to the new call.
3 To return to the earlier call, press the Left soft button corresponding to
the earlier call on the display.
Using the 3Com
Telephone
Display Panel
Use the telephone display panel of your 3Com Telephone to dial a
number:
■ Directory — Lists of the users on your system and their extensions
■ Call Logs — The logs of the most recent calls to and from your
telephone (Missed Calls, Answered Calls, Dialed Calls)
■ Features — List of features including Personal Speed Dials that you
have set in NBX NetSet > Speed Dials and System-wide Speed Dials
set by your administrator. You can print and view these numbers in
NBX NetSet > System Speed Dials.
To access the display panel lists:
1 Press the Directory, Call Logs, or Features soft button.
2 Use the scroll buttons to move through the lists. When you see the list
that you want to use, press the Select button, the Select soft button, or
the corresponding Right button.
Dialing a Call 45
3 Use the scroll keys to move to the name or number that you want to call.
Press the Select button, the Select soft button, or the corresponding
Right soft button.
4 To leave the lists entirely, press the Exit soft button.
Dialing a Call This section describes standard dialing features. For information on
dialing from an analog telephone, see the NBX Feature Codes Guide in
the NBX NetSet utility.
An Internal Call To dial an internal call:
1 Pick up the handset. Or, on 3Com Manager’s Telephones, you can press
the Speaker button. Or you can press the New Call button. Or, if no call
is associated with one of the Left buttons, you can press it for a new line.
You hear the dial tone.
2 Dial the person’s 3-digit or 4-digit extension. Or use the display panel to
find and dial the name of the person whom you want to call in the user
directory, call logs, or a speed dial list.
3 When you are finished, hang up the handset. If you pressed the Speaker
button, press it again to end the call. Or you can press the Release
button.
For details about placing calls to remote or branch offices, see “Dialing a
Call to a Remote Office” in Chapter 6.
An External Call To dial an external call:
1 Pick up the handset. Or on 3Com Manager’s Telephones, you can press
the Speaker button. Or you can press the New Call button. Or, if no call
is associated with one of the Left buttons, you can press it for a new line.
You hear the dial tone. If necessary, dial 9, 8 or whatever to access an
external line. If one of the Access buttons is configured to access an
external line directly, you can press that button.
2 Dial the number. Or use the display panel on a 3Com Telephone to scroll
to a missed, answered, or dialed number, or a personal or system-wide
speed dial number. If you have programmed one of the One-Touch
buttons, press that button.
3 When you finish speaking, hang up the handset. If you pressed the
Speaker button, press it again to end the call.
46 CHAPTER 4: STANDARD FEATURES
Redialing a Call On a 3Com Manager’s Telephone:
■ Pick up the handset and press Redial to dial the most recent number
that you called.
OR
■ Use the Call Logs on the display panel to redial a recently missed,
answered, or dialed call.
Forwarding
Incoming Calls
You can choose when and where to forward unanswered incoming calls.
Unanswered calls that come in directly to your extension go to a call
coverage point. You can set different call coverage points for different
conditions: default, no answer, busy, and all calls.
Unanswered calls that come to your telephone through ACD groups,
hunt groups, and calling groups follow the call coverage path that your
administrator sets up for the group. See “Automatic Call Distribution
Groups, Hunt Groups, and Calling Groups” in Chapter 6.
When you specify call forwarding, you specify the call coverage point and
the condition under which to forward calls.
Call Coverage Points Your call coverage points are the destinations you forward your calls to
when you do not answer. They can be telephone extensions or external
telephone numbers, your voice mail box, or an automated attendant.
Condition to Forward
Calls
You can choose when to forward calls:
■ Default —Forwards unanswered incoming calls to your default call
coverage point after a specified number of rings if you have not
specified another condition.
■ Call Forward No Answer — Forwards unanswered incoming calls to
a call coverage point when your phone rings for a specified number of
rings.
■ Call Forward Busy —Forwards incoming calls to a call coverage point
when your phone is busy.
If you have multiple lines, all lines must be in use in order for Call
Forward Busy to engage.
Forwarding Incoming Calls 47
■ Call Forward All — Forwards all incoming calls without ringing to a
call coverage point regardless of the state of your phone.
Use this feature when, for example, you plan to be away from your
phone for an extended period of time.
Setting Call Forward
from the Telephone
You can set call forwarding from your telephone. You choose the
condition for call forwarding (default, no answer, busy, or all) and the
destination. When you specify an external telephone number as the
destination, start by entering a 9 or 8 or whatever is required to access an
outside line. Example: 912815551212 dials (281) 555-1212. You can
enter a * if a pause is required between an access code and a destination
number.
The number that you choose may be limited by your call permissions. To
view your permissions, see NBX NetSet > User Information > Call
Permissions.
From the telephone, you can set call forwarding using feature codes. On
the 3Com Manager’s Telephone, you can also set call forwarding from
the display panel. Use the NetSet utility to see your call forwarding
settings. Your administrator can also set programmable access buttons
for call forwarding.
Forward to Mail
From the telephone, you can set your 3Com Telephone so that all
incoming calls go directly to your default call coverage point, usually your
voice mailbox. You can change the destination to the Auto Attendant or
receptionist or a different telephone number. This feature is referred to as
FWD MAIL, Forward to Mail, Forward All Calls to Voice Mail, and Forward
All Calls to VM. When Forward to Mail is in effect, your telephone rings
once before forwarding the call to your default call coverage point.
On a 3Com Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to Forward to Mail.
3 Press Select. The Forward to Mail icon displays.
4 To turn off Forward to Mail, repeat these steps.
To set your default call forwarding destination, use the NetSet utility. See
“Default”
later in this section.
48 CHAPTER 4: STANDARD FEATURES
To prevent the telephone from ringing even once, use the Do Not Disturb
feature (see “Do Not Disturb”
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 NBX NetSet > User Information > Call Forward Default.
To view your current Forward to Mail setting, log in to
NBX NetSet > User Information > Feature Settings and see Forward
All Calls to VM.
Call Forward No Answer
To set Call Forward No Answer on a 3Com Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to Call Forward No Answer.
3 Press Select.
4 If the display shows the destination number you want, just press the
Enter soft button or # to accept it. Otherwise, dial the number that you
want to forward calls to and press the Enter soft button or #.
To cancel Call Forward No Answer:
1 Press the Features soft button.
2 Scroll to Call Forward No Answer.
3 Press the Select.
You can also use the Feature Code 466 to turn Call Forward No Answer
on and off.
You can specify the number of rings before the call is forwarded by
logging into NBX NetSet > User Information > Call Forward
Override.
Call Forward Busy
To set Call Forward Busy on a 3Com Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to Call Forward Busy.
Forwarding Incoming Calls 49
3 Press Select.
4 If the display shows the destination number you want, just press the
Enter soft button or # to accept it. Otherwise, dial the number that you
want to forward calls to and press the Enter soft button or #.
To cancel Call Forward Busy:
1 Press the Features soft button.
2 Scroll to Call Forward Busy.
3 Press Select.
You can also use the Feature Code 467 to turn Call Forward Busy on and
off.
Call Forward All
To set Call Forward All on a 3Com Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to Call Forward All.
3 Press Select.
4 If the display shows the destination number you want, just press the
Enter soft button or # to accept it. Otherwise, dial the number that you
want to forward calls to and press the Enter soft button or #.
To cancel Call Forward All:
1 Press the Features soft button.
2 Scroll to Call Forward All.
3 Press Select.
You can also use the Feature Code 465 to turn Call Forward All on and
off.
Setting Call Forward
from the NetSet
Utility
From the NetSet utility, you can set default call forwarding or choose to
override the default with a condition for call forwarding (No Answer,
Busy, or All) and a destination. For telephone numbers, do not use
parentheses, hyphens, or spaces. When you specify an external telephone
number, start by entering a 9 or 8 or whatever is required to access an
outside line. Example: 912815551212 dials (281) 555-1212. You can
enter a * if a pause is required between an access code and a destination
number.
50 CHAPTER 4: STANDARD FEATURES
Default
The Call Forward Default page defines basic call forwarding. You
choose from four destinations: voicemail box, a phone number, the
automated attendant, or disconnection. You can override these settings
on the Call Forward Override page or by making changes on the
telephone.
To set the default call forwarding:
1 Log in to NBX NetSet > User Information > Call Forward Default.
2 Select your choice for the Number of rings before forwarding a call.
3 Select a call coverage point:
■ If you select Forward to voicemail box, the caller can leave a
message.
■ If you select Forward phone number, enter that extension or
external phone number in the box.
The number that you choose may be limited by your call permissions. To
view your permissions, see NBX NetSet > User Information > Call
Permissions.
The check box below Forward phone number specifies where you
want to forward calls that are not answered at the internal extension
that you specified as the Forward phone number.
If you check the box, calls that are unanswered at the number you
forward them to are passed on to your choice of:
■ User Voicemail — Your voicemail box
■ Default Menu — The default automated attendant, usually
extension 500
■ Voicemail — The default system voicemail, usually extension 501
If you leave the box unchecked, calls that are unanswered at the
number you forward them to are passed on to the destination
specified for that number. This setting can result in having your calls
forwarded to another person’s voicemail or to a loop of forwarding
where the call is never answered.
Forwarding Incoming Calls 51
■ If you select Automated Attendant, you can choose to forward calls
to your choice of:
■ Default Menu — The default automated attendant, usually
extension 500
■ Voicemail — The default system voicemail, usually extension 501
■ If you select Disconnect (no coverage), the system disconnects an
incoming call if it is not answered after the specified number of rings.
4 Click Apply, and then click OK.
Override
To set the call forward override:
1 Log in to NBX NetSet > User Information > Call Forward Override.
2 Select your call forward conditions:
■ If you select Call Forward All, calls will not ring at all on your
extension and will be immediately forwarded to the extension or
external phone number you specify in the box.
■ If you select the next button, you can select either or both of the
following conditions:
If you select Call Forward Busy, calls will not ring at all when all of
your lines are busy and will be immediately forwarded to the extension
or external phone number you specify in the box.
If you select Call Forward No Answer, calls ring the number of times
you specify in the rings box. If they are not answered then, they will be
forwarded to the extension or external phone number you specify in
the box.
■ If you select No action, call forwarding follows the specifications of
the Call Forward Default page.
3 Click Apply, and then click OK.
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.
52 CHAPTER 4: STANDARD FEATURES
■ If Do Not Disturb is enabled and Call Forward All is not enabled, all
calls are immediately forwarded to the Call Forward Default
destination. All other feature settings are ignored.
■ If Call Forward Busy is enabled and Call Forward All and Do Not
Disturb are not enabled, all calls received when this extension is busy
are immediately forwarded to the Call Forward Busy destination. All
other feature settings are ignored.
■ If Call Forward No Answer is enabled and Call Forward All and Do Not
Disturb are not enabled, all calls received when this extension is not
busy are forwarded to the Call Forward No Answer destination after
the specified number of rings. All other feature settings are ignored.
■ If Forward to Mail is enabled and Call Forward All, Do Not Disturb, Call
Forward No Answer, and Call Forward Busy are not enabled, all calls
received when this extension is not busy are forwarded to the Call
Forward Default destination after one ring.
■ If no call forwarding settings are enabled, all calls received this
extension is busy are immediately forwarded to the Call Forward
Default destination. If this extension is not busy, all calls are forwarded
to the Call Forward Default destination after the number of rings
specified in the Call Forward Default page of the NetSet utility.
Putting a Call
on Hold
You can put a call on hold for any reason.
On 3Com Manager’s Telephones:
1 Press the Hold button. Or press the Right button corresponding to the
call for the Actions menu, scroll to Hold, and press Select.
2 To return to the call, press the corresponding Left button. Use the scroll
buttons to locate the call if necessary.
Dialing Another Call You can place a call on hold to dial a new call,
On 3Com Manager’s Telephones:
1 Press the Hold button. Or press the Right button corresponding to the
call for the Actions menu, scroll to Hold, and press Select.
2 Press an Access button, the New Call button, of the Left button to
choose a new line.
3 When you hear dial tone, dial the second call.
Transferring a Call 53
More Than One Call The number of simultaneous calls you can have on your 3Com Manager’s
Telephone can be set by your administrator.
To place more than one call on hold on a 3Com Manager’s Telephone:
1 Press the Hold button. Or press the Right button corresponding to the
call for the Actions menu, scroll to Hold, and press Select.
2 Press the New Call button. OR press the Left button to choose a new
line to make a new call. OR, if one of the Access buttons is configured to
access an external line directly, press that Access button. When you hear
the dial tone on the newly selected line, dial the call.
3 To receive a call, select the incoming call on the display panel with the
Left button.
4 Repeat this procedure to put other calls on hold.
5 To return to any call on hold, press the corresponding Left button. Use
the scroll buttons to locate the call if necessary.
Transferring a Call When you answer an incoming telephone call, the Transfer feature allows
you to send that call from your telephone to any other internal line or, if
your call permissions allow, to an outside line. To view your permissions,
log in to NBX NetSet > User Information > Call Permissions. Your
administrator can change your call permissions.
Announced
(Screened) Transfer
Before you complete a transfer, you can announce to the recipient that
you are transferring a call. The recipient can then decide whether to take
the call. To announce a transfer:
1 While on a call, press the Transfer button. The system places the caller
on hold and selects a new line.
2 Dial the number to which you want to transfer the call. OR choose the
number from the Directory or Speed Dial lists.
3 When the recipient answers, announce the call.
■ If the recipient wants to take the call, press Transfer again to
complete the transfer. OR press the Complete soft button.
■ If the recipient does not want to take the call, press the Exit soft
button. The call you tried to transfer is now on hold.
54 CHAPTER 4: STANDARD FEATURES
Your administrator can disable Announced Transfers (by enabling the One
Button Transfer feature) for the entire NBX system. When that setting is
enabled, every time that you transfer a call, the call is transferred as soon
as you dial the extension and hang up — without waiting for you to
announce the call. You can also press Release to hang up.
Blind Transfer In a blind transfer, you transfer the call without notifying the recipient:
1 While on a call, press the Transfer button. The system places the caller
on hold and selects a new line.
2 Dial the number to which you want to transfer the call. OR choose the
number from the Directory or Speed Dial lists.
3 As soon as you hear a full ring, press the Transfer button and hang up.
OR press the Complete soft button. (If you press the Transfer or
Complete button too soon after you dial the number, the transfer might
not occur.)
On a 3Com Manager’s Telephone, you can also press the Right button
corresponding to the call and choose Transfer from the Actions menu to
transfer a call. OR press the Features soft button and enter the Feature
Code.
Direct Mail Transfer You can transfer a call directly into another user’s voice mailbox. The call
does not ring on that user’s telephone.
Calls transferred to a user’s mailbox by means of Direct Mail Transfer are
always directed into that user’s voice mailbox, even if the recipient has
specified a different call coverage point.
On a 3Com Manager’s Telephone:
1 While you are on a call, press any Access button assigned to Direct Mail
Transfer.
2 Dial the extension of the person to whose voice mailbox you want to
transfer the call.
3 Hang up the handset.
Establishing a Conference Call 55
OR
1 While you are on a call, press the corresponding Right soft button for the
Actions menu
2 Scroll to Transfer to VM and press the corresponding Right soft button
or Select.
3 Dial the extension of the person to whose voice mailbox you want to
transfer the call.
4 Hang up the handset.
Establishing a
Conference Call
You can establish a Conference Call with up to four parties, including
yourself. You must be using a telephone on the NBX system to establish
the call. The other three parties can be any combination of internal and
external parties.
Follow these steps:
1 Dial a call, or receive a call from someone else. Two parties are now on
the call.
2 While on the call, press the Conference button. The system selects a new
line and places the first party on hold.
3 Dial a call to an internal or external third party. OR choose a number from
the Directory or Speed Dial list.
■ For an announced conference, wait for the third party to answer the
call. The second party remains on hold, and you may converse with
the third party privately until you finish adding the third party. To add
the third party, press the Conference button the second time. OR
press the Complete soft button.
■ For a blind conference, press the Conference button immediately
after you dial the number. Or press the Complete soft button. You
return to the conference, and you and the second party hear the
called party’s telephone ringing.
On a 3Com Manager’s Telephone, you can also press the Right button
corresponding to the call and choose Conference from the Actions
menu to transfer a call. OR press the Features soft button and enter the
Feature Code.
If the third party answers, three parties are now in the conference call.
56 CHAPTER 4: STANDARD FEATURES
If the third party is internal and does not answer, the attempt to
conference that party is cancelled. You cannot establish a conference call
with an NBX user’s voice mailbox.
4 Repeat steps 2 and 3 to conference in a fourth party.
■ You can activate speaker phone operation during the conference call
by pressing the Speaker button.
■ You can turn off the microphone or the mouthpiece on the handset
by pressing the Mute or button. The other parties cannot hear
you, but you can hear them.
■ For details about the Speaker and Mute features, see “Telephone
Buttons and Controls” in Chapter 2 for the 3103 Manager’s
Telephones.
Disconnecting the
Last Person
That You Called
Use the Conference Drop feature to disconnect the last person that you
add to a conference call. This feature is helpful if, when you add a party,
your call is answered by someone else.
■ Only the person who added the last caller to the conference call can
drop that caller.
■ Your administrator can configure any Access button on a 3Com
Telephone or the Attendant Console to be a Conference Drop
button.
On a 3Com Manager’s Telephone:
1 Press the Right soft button.
2 Scroll to Conference Call - Drop.
3 Press the corresponding Right soft button or press Select.
You can also use the Feature Code 431 to disconnect the last person
added to a conference.
Setting the Volume 57
More About
Conference Calls
■ To place your part of a conference call on hold, press the Hold or
button. The other parties can talk among themselves, but they cannot
hear you. Music on Hold does not play when a conference call is on
hold.
■ To transfer a conference call to another telephone, press the Transfer
button. Dial the number to which you want to transfer the call,
announce to the recipient (optionally) that you are transferring a
conference call, and then press the Transfer button again.
■ All of the conferenced parties are transferred except yourself.
■ Your ability to drop the last person that you added to the
conference is transferred to the person who accepts the transfer.
Setting the Volume On any 3Com Telephone, use the Volume Control buttons to raise or
lower one of these volumes:
■ Ring Volume — To raise or lower the volume of the ring, press the up
or down Volume Control button repeatedly while your telephone is
ringing, until the volume is at the level that you prefer. To read how
ringer volume is different from ringer tone, see “Ringer Tones”
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.
■ Speaker Volume — To raise or lower the volume of the sound that
you hear when you are using the speaker phone for a conversation or
just listening to the dial tone, press the Speaker button and then
press the up or down Volume Control button repeatedly until the
volume is at the level that you prefer.
■ Headset Volume — To raise or lower the volume of the dial tone or
the sound that you hear on the headset, put on the headset and
activate it as specified for your headset. When you hear the dial tone
or during a conversation, press the up or down Volume Control
button repeatedly until the volume is at the level that you prefer. See
“Using a Headset”
in Chapter 5.
58 CHAPTER 4: STANDARD FEATURES
5
PERSONALIZING YOUR TELEPHONE
Your NBX® Networked Telephony System has many features that can
make your telephone easier to use. This chapter describes:
■ Guidelines About Features on NBX Telephones
■ Ringer Tones
■ Speed Dials
■ Off-Site Notification
■ Do Not Disturb
■ Preventing Unauthorized Use of Your Telephone
■ Class of Service Override
■ Using a Headset
For help on accessing NBX features from an analog telephone, see the
NBX Feature Codes Guide below any screen 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.
60 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
■ Because your extension and personal settings are associated with your
telephone, you cannot switch your telephone with another user’s
telephone without first having your administrator reassociate your
profile with the other telephone.
Ringer Tones To help you to distinguish the ring tone of your 3Com® Telephone from
the sound of other phones, use the NBX NetSet utility to select one of
nine ringing tones. You can also choose Silent Ring to disable audible
ringing.
To change the ringer tone:
1 Verify that your computer has a sound device (a USB headset or a sound
card with either headphones or speakers).
2 Log in to NBX NetSet > Ringer Tones.
3 Click each of the nine Sample Ringer Tone buttons to hear the choices.
4 From the Ringer Tone Setting pull-down list, select the number of the
tone that you want.
5 Click Apply.
Speed Dials This section describes the types of speed dials:
■ Personal
■ System-wide
■ One-Touch
It also describes how you can print a list of speed dials. You can also print
a set of labels for your telephone, showing which of your buttons are
mapped to features and speed dial numbers.
Personal Speed Dials You can create a list of up to 99 personal speed dials (using ID numbers
601 through 699) for your telephone. These speed dials are available only
from the telephone for which they were created.
You create, view, and print your personal speed dial list using the NBX
NetSet utility. You can view and dial a personal speed dial number using
the telephone display panel of a 3Com Telephone.
Speed Dials 61
To assign or change a personal speed dial number:
1 Select NBX NetSet > Speed Dials > Personal.
2 In the Personal Speed Dials box, select an unassigned speed dial ID
number, or select the speed dial ID number for which you want to change
the speed dial number.
3 In the Destination Number text box, type the telephone number that
you want the system to dial when you use that ID number.
Include all of the prefix numbers that you would normally dial, such as a 9
or 8 or 1 to access an outside line, and, if necessary, the country code or
area code. Do not use spaces, hyphens, commas, or other nonnumeric
characters.
4 In the Account Code box, type an account code if it is required or useful
for calls to this destination.
5 In the Comment text box, type a brief description, usually a name, that
corresponds to the number.
6 After you have made all of your changes to the personal speed dials, click
Apply, and then click Close.
To use a personal speed dial:
1 Pick up the handset. Or you can press the Speaker button.
2 Press the Feature button plus the 3-digit personal speed dial code for the
number that you want to call. Or press the Feature button, scroll to
Speed Dials: Personal, press Select, scroll to the number that you want
to dial, and press Select again.
If you dial a speed dial code that has no number assigned to it, the display
panel on your telephone shows the message “No number stored.”
System-wide
Speed Dials
The administrator can set up to 100 system-wide speed dials (using ID
numbers 700 through 799) for numbers that are dialed frequently by
many internal users. You can view the system-wide speed dial list through
the NBX NetSet utility. Or you can view and dial from it using the
telephone display panel.
You can ask the administrator to map a system-wide speed dial ID
number to one of the Access buttons on your telephone. See “Special
Case: One-Touch Speed Dials” next.
62 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
To use a system-wide speed dial:
1 Pick up the handset. Or you can press the Speaker button.
2 Press the Feature button plus the 3-digit system-wide speed dial ID code
for the number that you want to call.Or press the Feature button, scroll
to Speed Dials: System, press Select, scroll to the number that you
want to dial, and press Select again.
If you dial a speed dial code that has no number assigned to it, the display
panel on your telephone shows the message “No number stored.”
Special Case:
One-Touch
Speed Dials
One-Touch speed dials use Access buttons.
Use either the One-Touch or the Personal speed dial screen to assign or
change the One-Touch speed dial numbers on your telephone. If you
make a change in one screen, it appears in the other screen. See
“Personal Speed Dials”
or follow these steps for the One-Touch screen.
To add or change a One-Touch speed dial on an available Access button:
1 Log in to NBX NetSet > Speed Dials > One Touch.
2 Any box that has an asterisk in the margin is available for a personal or
system-wide speed dial. In any of the asterisked text boxes under
Number, type the telephone number to which you want to assign a
speed dial button. Or change the telephone number in a box that already
has a speed dial number.
Include all of the prefix numbers that you would normally dial, such as a 9
or 8 or 1 to access an outside line, and, if necessary, the country code or
area code.
To include an account code, include the feature code, account code, and
# before the telephone number Example: [888]1234#9785551212. Do
not use spaces, hyphens, commas, or nonnumeric characters other than
# and brackets.
3 In the Description text box, type a brief description, usually a name that
corresponds to the number.
4 After you have made all of your changes to the One-Touch speed dials,
click Apply, and then click OK.
If you make a change in this screen, the change also appears in the
Personal Speed Dials screen. See “Personal Speed Dials”
earlier in this
chapter.
Speed Dials 63
Printing
Speed Dial Lists
You may find it useful to have a paper list of personal or system speed
dials. To print a list of speed dials:
1 Log in to NBX NetSet > Speed Dials > Personal or System-wide.
2 Click
3 A list appears with all of the personal or system-wide speed dial numbers
that are allocated to your telephone.
4 Click Print to print the list.
Printing Labels You can print labels that identify the numbers and features that are
assigned to Access buttons on your telephone or attendant console using
the LabelMaker in the NBX NetSet utility or on the NBX Resource
Pack CD.
To print labels for your telephone or attendant console:
1 Log in to NBX NetSet > Speed Dials.
2 Choose Telephone Labels or Attendant Console Labels. Save the file
to your choice of location on your PC, and then open the file to start the
LabelMaker program.
3 Find the page in the LabelMaker that has labels for your telephone.
4 Edit the label template by clicking any of the label text boxes to highlight
the existing text, and then typing new text.
5 Press Tab to move to the next text field in the label.
6 Click the Print button at the top of the LabelMaker screen to open the
Print dialog. Be sure to specify which page you want to print. Typically,
the default is to print all pages.
7 Click Print.
8 Cut out the labels and put them in the label holders of your 3Com
Telephone or your Attendant Console.
9 To save the edited LabelMaker, click the Save button at the top of the
LabelMaker screen. Or you can click File > Save As to save the
LabelMaker to a new location.
64 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
To reuse your saved LabelMaker, you must run the file that you saved to
your computer. If you download the LabelMaker from the NBX NetSet
utility again, you get the default version, and the download might
overwrite your saved LabelMaker. To create a Windows Desktop shortcut
to your saved LabelMaker, right-click the saved file and then click
Send To > Desktop (create shortcut).
Off-Site
Notification
When you enable off-site notification, the NBX Messaging system notifies
you by e-mail, pager, or telephone that you have received voice mail. You
can then retrieve your messages. Off-site notification consists of one cycle
of up to five attempts to reach you, one attempt for each Attempt row
that you configure in the Off-Site Notification screen.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of these
instructions.
To configure off-site notification for your NBX voice mailbox:
1 In NBX NetSet > NBX Messaging > Off-Site Notification, look for the
System and Group columns in the upper right corner. If the columns
show “Yes,” your system administrator has enabled off-site notification
for the NBX system and for the Class of Service group to which your
telephone belongs. If “No,” ask to have these features enabled.
2 Check Enabled.
3 If you want to be notified only about urgent voice mail messages, also
check Urgent Messages Only.
4 In the first Attempt row, in the Method drop-down list, select Pager,
VoiceMail, or EMail
The cycle of notice behaviors differs depending on the method that you
specify for the first attempt. See “Notice Behaviors”
later in this chapter.
5 In the Number/Address field:
■ If you selected Pager for Method in step 4:
■ Enter a pager number. Do not use parentheses, hyphens, or spaces.
Ask your administrator if you need to include the area code and
any other digits that your system needs to dial an outside number,
such as 9, 8, 1, or 0. After you receive the pager message, you call
in to your voice mailbox to listen to your messages.
Off-Site Notification 65
■ In the Numeric Page field, indicate what you want the pager to
display. Enter a series of digits, such as your telephone extension
number.
■ If you selected VoiceMail for Method in step 4:
■ Enter the telephone number at which you want to be notified. Do
not use parentheses, hyphens, or spaces. Ask your administrator if
you need to include the area code and all other digits that your
system needs to dial an outside number, such as 9, 8, 1, or 0.
When you choose to be notified by voice mail, the NBX system calls
the number that you enter in this field. When you answer the call,
the system announces the new voice message and allows you to
follow the prompts to access your voice mailbox and listen to and
delete any of your messages.
■ If you selected EMail for Method in step 4:
■ Enter the e-mail address at which you want to be notified. You can
use different e-mail addresses for different Attempts.
When you choose to be notified by e-mail message, the NBX
system sends you an e-mail message for each voice mail message
that you receive. The voice message may be attached to the e-mail
message as a WAV file. See the tables in “Notice Behaviors”
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.
6 From the Interval drop-down list box, select the number of minutes that
you want the system to wait after each attempt before it moves to the
next attempt.
The “best” time interval depends on the Attempt method that you
choose. For instance, allow sufficient time after a Pager notification for
the usual delay at your pager supplier.
7 Click Apply.
8 Repeat steps 4 through 7 to set up additional attempts if you want.
66 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
The cycle of notice behaviors differs depending on the method that you
select for the first attempt. See “Notice Behaviors”
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 OK. The NBX
Messaging tab appears.
10 Test your off-site notification settings by leaving yourself a voice mail
message.
Additional Notes
■ You can use the same notification method for all five attempts, or any
combination of methods.
■ If your voice mailbox is full and someone tries to leave you a voice mail
message, the NBX system does not send you an e-mail notification.
■ When you activate the Telephone Locking feature on your
telephone, the NBX system sends you off-site notification messages
only if the notification number (for example, your pager number) is a
toll-free telephone number. See “Telephone Locking”
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 67
■ 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.
68 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
Resetting the Off-Site Notification Cycle
When you log in to your voice mailbox and hang up or log out (regardless
of whether you listen to or delete messages), you start the off-site
notification cycle again. You will be notified about the next message that
comes into your voice mailbox.
Managing Off-site
Notification Using the
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 by logging in to NBX
NetSet > User Information > Call Forward Default. See “Forwarding
Incoming Calls” in Chapter 4.
If Call Forward All is in effect, it overrides Do Not Disturb. Calls go to the
call coverage point defined for Call Forward All in NBX NetSet > User
Information > Call Forward Override.
You can ask your administrator to map the Do Not Disturb feature to an
available Access button on your 3Com Telephone, or you can use the
Feature Code to enable and disable the feature.
When Do Not Disturb is in effect:
■ It overrides Call Forward No Answer, Call Forward Busy, and FWD
MAIL.
■ Your telephone does not ring when it receives an incoming call.
Button Description
1 Enable off-site notification.
2 Disable off-site notification.
3 Change off-site notification settings.
4 Review current off-site notification settings.
* Return to the main menu.
Do Not Disturb 69
The associated status light does flash when a call arrives.
■ You can use the telephone to dial outgoing calls.
■ You can use the telephone to dial internal and external pages.
■ a 3Com Business Telephone or 3Com Manager’s Telephone does not
broadcast incoming paging messages over the speaker.
■ If your telephone is part of a call pickup group, no other telephone in
the pickup group can retrieve a call that comes directly in to your
telephone. The incoming call goes immediately to the call coverage
point (voice mail, auto attendant, or other extension).
■ If your telephone is part of an ACD group, a hunt group, or a calling
group, incoming calls to the group ring on your telephone. Calls
coming in directly to your telephone (not directed to the group) do
not ring on your telephone. To prevent every call from ringing, you
must enable Do Not Disturb and also log out of the group.
To set Do Not Disturb on a 3Com Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to Do Not Disturb.
3 Press Select.
To cancel Do Not Disturb:
1 Press the Features soft button.
2 Scroll to Do Not Disturb.
3 Press Select.
You can also use the Feature Code 446 to turn Do Not Disturb on and
off.
To view your current Do Not Disturb setting even if you do not have a
3Com Telephone or if you are away from your desk, log in to NBX
NetSet > User Information > Feature Settings.
70 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
Preventing
Unauthorized Use
of Your Telephone
To prevent others from dialing long-distance or other unauthorized calls
from your telephone permanently, ask your administrator to adjust the
call permissions schedule for your extension, or you can adjust it
temporarily with the Telephone Locking feature.
Telephone Locking To enable the Locking feature on a 3Com Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to Lock Unlock.
3 Press Select.
4 Enter your voice mail password and press #.
To cancel Locking:
1 Press the Features soft button.
2 Scroll to Lock Unlock.
3 Press Select.
4 Enter your voice mail password and press #.
You can also use the Feature Code 432 to turn Locking on and off.
Additional Notes
■ When Telephone Locking is activated, a person using your telephone
can dial only toll-free calls, calls to emergency services (such as 911 in
the United States), or calls to telephone numbers that have been
programmed in your system as “internal” calls.
■ Even when Telephone Locking is active on your telephone, your
off-site notification choices remain in effect. That is, notification of
voice mail messages is sent to the outside telephone numbers or
paging numbers that you have specified in NBX NetSet > NBX
Messaging > Off-Site Notification, even if these numbers are not
toll-free.
■ You can view your current Telephone Lock setting by logging in to
NBX NetSet > User Information > Feature Settings.
Class of Service Override 71
Call Permissions Your administrator establishes Call Permissions to control the types of
calls that can be dialed from your telephone. The administrator can
configure these permissions to change depending on the time of day. For
example, your administrator can prevent long-distance calls from being
dialed from your telephone outside of business hours.
To view your current call permissions, log in to NBX NetSet > User
Information > Call Permissions.
Class of Service
Override
The Class of Service Override feature allows you to apply the features
of your own 3Com Telephone temporarily to another 3Com Telephone
on the same local network.
Example:
■ The telephone in your organization’s conference room is configured so
that long-distance telephone calls cannot be dialed from it. You may,
however, need to place a long-distance call during a meeting. Using
the Class of Service Override feature, you can apply the features of
your own telephone to the conference room telephone for one call
only and dial the call, assuming that your Call Permissions allow you
to make long-distance calls from your own telephone.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of these
instructions.
To enable the one-call-only Class of Service Override from a 3Com
Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to COS Override.
3 Press Select.
4 Dial your phone extension.
5 Dial your voice mail password and press #.
6 When you hear the dial tone, you can dial the call in the same way that
you do from your own 3Com Telephone.
You can also use the Feature Code 433 to turn Class of Service Override
on.
72 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
When you use Class of Service (CoS) Override, any reports that are
generated on the NBX system indicate that the CoS features of your own
3Com Telephone were applied temporarily to the telephone on which
you made the call.
Using a Headset You can use a headset that has a microphone with any telephone on an
NBX system.
■ For how to connect and use a headset with the 3Com Manager’s
Telephone and 3102 Business Telephone, read the next section.
With the 3Com
Manager’s Telephone
and 3Com 3102
Business Telephone
The 3Com Manager’s Telephone and 3Com 3102 Business Telephone
have a headset jack located on the underside of the telephone on the left
side.
To prepare the headset for all calls on the 3Com Manager’s Telephone
and 3102 Business Telephone:
1 Plug the headset connector into the headset jack on the underside of the
telephone. See Figure 10
in Appendix A for the location of the jack.
2 Press the Headset button. By default on the 3Com Manager’s Telephone,
this is the top Access button.
3 Verify that the indicator light beside the Headset button turns on.
To answer a call when you are using the headset:
1 Put the headset on. When a call comes in, press the System Appearance
button beside the flashing light. You are connected to the call.
The handset can be either on hook or off hook.
2 To end a call when you are using the headset, press the Release button
on the telephone.
■ If the handset is off hook, press the System Appearance button beside
the flashing light.
■ On a 3Com Business Telephone or 3Com Manager’s Telephone, press
the Release button, depress the hook switch, or hang up the
handset.
Using Hands Free Active on Intercom 73
Returning to the
Headset After a
Long Delay
Certain brands of headsets enter a power-saving mode that prevents the
telephone from ringing for one or more calls when both of these
circumstances are true:
■ The headset amplifier buttons for Mute and On are both set to On.
■ The handset is off the phone for a long time (for instance, overnight).
It may take a few minutes for your headset to return from the
power-saving mode to the active mode when calls first come in, so your
telephone may not ring until the headset has returned to active mode,
and you may miss a call.
If you plan to not use the headset for a long time (for instance,
overnight), 3Com recommends that you set the mute and headset
buttons on the amplifier to Off and hang up the handset on your
telephone. When you are ready to receive calls again, set up the headset
for receiving calls:
1 Pick up the handset on your telephone and set it on your desk.
2 Put on the headset. On the amplifier, set the headset button to On.
Using Hands Free
Active on Intercom
You can use your phone as an intercom. You can answer internal
(intercom) calls without picking up the handset. When you receive an
internal call, your telephone sounds a tone and activates the speaker
phone.
An external call (a call from outside your NBX system) rings to your
telephone as usual.
To enable Hands Free Active on Intercom on a 3Com Manager’s
Telephone:
1 Press the Features soft button.
2 Scroll to Handsfree.
3 Press Select.
74 CHAPTER 5: PERSONALIZING YOUR TELEPHONE
To cancel Hands Free Active on Intercom:
1 Press the Features soft button.
2 Scroll to Handsfree.
3 Press Select.
You can also use the Feature Code 100 to turn Hands Free Active on
Intercom on and off.
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
■ Call Park
■ Paging
■ Configurable Operators
■ Using Message Waiting Indicator to Telephone
■ Dialing a Call to a Remote Office
■ Bridged Extensions
■ Delayed Ringing
■ Using Pulse Dialing
■ Additional Applications
Security Note: Several of the features described in this chapter include
configuring a telephone line to appear on more than one 3Com®
Business Telephone or 3Com Manager’s Telephone. For any of these
features, if one person is using a telephone line, no one else can listen in
on that same line from a different telephone.
If your system uses a messaging application other than NBX® Messaging,
use the documentation for your messaging application instead of the
instructions in this chapter.
76 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
For help on accessing NBX features from an analog telephone, see the
NBX Feature Codes Guide in the NBX NetSet™ utility. For how to set up
your NBX NetSet utility password the first time, see Chapter 1
.
Listening to Your
Messages in Your
E-mail
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.
See NetSet > Personal Settings > User Information > Call
Permissions to see if you are forced to enter an account code. See
NetSet > Personal Settings > Account Codes for a list of public
account codes.
Caller ID 77
To enter an account code for an outgoing external call:
1 Dial the phone number.
If an account code is required on a 3Com Entry Telephone or analog
telephone, you hear silence as the system waits for the required account
code.
If an account code is required on a 3Com Business, Basic, or Manager’s
Telephone, the display panel prompts you for the required account code.
2 Press the # key.
3 Dial the account code that has been assigned by your administrator, and
then press the # key.
The NBX system records the account code and completes the call:
■ The account name, if known, displays. If the account code is incorrect,
you are prompted to enter it again.
■ On a 3Com Entry Telephone or analog telephone, if the account code
is incorrect you may have to dial the phone number, press #, dial the
correct account code, and press # again.
To enter an account code at any time before or during an incoming or
outgoing call on a 3Com Manager’s Telephone:
1 Press the Features soft button or, on a connected call, press the Right
soft button for the call.
2 Scroll to Account Code.
3 Press Select.
4 Dial the account code that has been assigned by your administrator, and
then press the # key.
The NBX system records the account code and applies it to:
■ The next call, if you activate the Account Codes feature before a call
arrives at your telephone
■ The current call, if you activate the Account Codes feature during a
call
Caller ID Your administrator can set up your NBX system to allow for Internal and
External Caller ID or can configure the system so that you can block your
identity (telephone number) from anyone you call.
78 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Internal and External
Caller ID
By default, the NBX system shows the extension and name of any internal
caller on the display panel of your 3Com Telephone.
External Caller ID provides the same information for external incoming
calls if your organization subscribes to the service from your local
telephone company and if the caller has not blocked the information
from being sent to the NBX system.
Availability and service charges for External Caller ID vary by location.
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.
CLIR for All External Calls
To enable CLIR-All for all calls from your 3Com Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to CLIR-All.
3 Press Select.
The NBX system does not send caller ID information on this call or any
future calls until you disable this feature.
To disable CLIR-All for all calls from your 3Com Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to CLIR-All.
3 Press Select.
Call Pickup 79
You can also use the Feature + 889 to turn CLIR-All on and off.
To view your current CLIR-All setting, log in to NBX NetSet >
User Information > Feature Settings.
CLIR for Next External Call Only
To enable CLIR for only the next call from your 3Com Manager’s
Telephone:
1 Press the Features soft button.
2 Scroll to CLIR.
3 Press Select.
4 Dial your number that you want to call.
To disable CLIR from your 3Com Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to CLIR.
3 Press Select.
You can also use the Feature + 890 to turn CLIR on and off.
If you hang up the handset without making a call, the CLIR-NEXT feature
remains active and will apply to the next external call that you make.
Call Pickup Use the Call Pickup feature to answer a call that is ringing on another
telephone. This feature is best arranged in advance when you and
another user know that it would be convenient or necessary to answer
calls ringing on that user’s telephone.
You can answer a call that is ringing on another telephone only if you and
that user both are members of the same Call Pickup group or if that user
is a member of a Call Pickup group that allows “nonmember pickup.”
Your administrator configures call pickup groups and can tell you which
group you belong to.
80 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
To view the list of Call Pickup groups of which you are a member:
1 Log in to NBX NetSet > User Information > Call Pickup.
2 Select the group number that you want to view from the Group List, and
click Details to list the members of that group.
Directed Call Pickup
on a Specific
Telephone
You can answer a call that is ringing on a specific user’s telephone.
To pick up a call from your 3Com Manager’s Telephone:
1 Pick up the handset.
1 Press the Features soft button.
2 Scroll to Pickup, Directed.
3 Press Select.
4 Dial the extension of the ringing telephone and press #.
Using One-Touch Pickup:
1 Pick up the handset.
2 Press the Access button that your administrator has assigned to Pickup
Ext.
3 Dial the extension number of the ringing telephone.
Group Call Pickup You can answer a call that is ringing on a group member’s telephone.
To pick up a call from your 3Com Manager’s Telephone:
1 Pick up the handset.
1 Press the Features soft button.
2 Scroll to Pickup, Group.
3 Press Select.
4 Dial the group number of the ringing telephone and press #.
Using One-Touch Pickup:
1 Pick up the handset.
2 Press the Access button that your administrator has assigned to Pickup
Group.
3 Dial the group number.
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 81
Automatic Call
Distribution
Groups, Hunt
Groups, and Calling
Groups
Your administrator can establish formal and informal call centers so that
incoming calls can be directed to several telephones that have been
associated into automatic call distribution groups, hunt groups, or calling
groups.
A call center is a general term that refers to any system that accepts
incoming calls to a site and ensures that those calls are sent to the proper
destination within the site. The call center can be used, for example, as a
help desk, a reservations counter, an information hotline, or a customer
service center.
If you do not answer, calls that come in to your telephone:
■ Through your extension go to the call coverage point that you have
set up.
■ Through an automatic call distribution group, hunt group, or calling
group follow the call coverage path set up by the administrator for
that group.
Automatic Call
Distribution
Automatic Call Distribution (ACD) distributes calls to agents and queues
the calls that have not been answered before a predetermined time
expires. The ACD also manages prerecorded announcements to callers,
manages individual ACD agents and groups of agents, and provides
database reports on both calls and agents.
Calls coming into ACD are distributed according to rules configured by
the administrator. An agent becomes available to receive ACD calls by
logging in to the ACD group.
To log in to an ACD group using your 3Com Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to ACD Login Enabled.
3 Press Select.
4 Dial the ACD group number.
5 Dial the ACD group password and press #.
82 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
To log out of an ACD group using your 3Com Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to ACD Login Enabled.
3 Press Select.
4 Dial the ACD group number.
5 Dial the ACD group password and press #.
Your administrator can configure an ACD group to an Access button. To
log in to or to log out of the ACD group, press the specified Access
button. The indicator next to the button lights to show that you are
logged in. Your administrator can configure whether you are allowed to
log out or not.
To log in to an ACD group using the NBX NetSet utility:
1 Log in to NBX NetSet > User Information > ACD Groups.
2 Select the ACD group to log in to.
3 Click Log In, and then click Close.
If you log in to an ACD group and do not answer a call when it rings on
your telephone, the system may log you out of the group depending on
how the administrator has configured the group.
To log out of an ACD group using the NBX NetSet utility:
1 Log in to NBX NetSet > User Information > ACD Groups.
2 Select the ACD group to log out of.
3 Click Log Out, and then click Close.
Viewing ACD User Status
NBX NetSet > User Information > ACD Groups shows each ACD
group that you are a member of. Click each column heading to arrange
the information in ascending or descending order.
■ Ext. — Shows the extension number of the ACD group.
■ ACD Group Name — Shows the name of the ACD group.
■ Queue — Shows the number of calls to this ACD group currently in
the queue.
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 83
■ Answered — Shows the number of calls that have been answered by
this ACD group since NBX system startup.
■ Status — Shows whether you are currently logged in or out of the
ACD group.
■ State — Shows whether your extension has been locked in to the
ACD group. If your extension has been locked into the ACD group,
only the administrator can log you out. If your extension is not locked
into the ACD group, you can log yourself out.
You can also perform the following actions:
■ Select All — Select for an action all ACD groups of which you are a
member.
■ Log In — Log in to the selected ACD group (or groups).
■ Log Out — Log out from the selected ACD group (or groups).
■ Detail — Opens the ACD Groups - Status Details screen, which
provides information about a selected group.
Viewing ACD Group Status Details
Click Detail in NBX NetSet > User Information > ACD Groups to
show more detailed information about the agents of this ACD group.
Click each column heading to arrange the information in ascending or
descending order.
■ Ext. — Shows the extension number of each agent in the group
■ First Name — Shows the first name of each agent
■ Last Name — Shows the last name of each agent
■ Rank — Shows the order in which calls are routed to agents in the
group
■ Status — Shows whether each agent is currently logged in or out of
the ACD group
■ State — Shows which agents’ extensions have been locked in to the
ACD group
Hunt Groups Incoming calls ring to one member of the hunt group. If that member’s
telephone is in use, or if that member does not answer the call, the
system “hunts” for another member of the group until the call is
answered or is forwarded to the group call coverage point. For example,
if there are no available members of the hunt group, the call might be
84 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
forwarded to a group mailbox or to the receptionist. Figure 3 shows the
path of a call coming into a hunt group.
Figure 3 Sample Hunt Group Configuration
Hunt groups can be static or dynamic:
■ If you are in a static hunt group, you are always part of that group
along with the other group members.
■ If you are in a dynamic hunt group, you must log in to the group to be
part of it.
To log in to a dynamic hunt group using your 3Com Manager’s
Telephone:
1 Press the Features soft button.
2 Scroll to Hunt Group Login Enabled.
3 Press Select.
4 Dial the group number.
5 Dial the group password and press #.
1 Incoming Telephone Call
2 Telephone #1
3 Telephone #2
4 Telephone #3
5 Group Voice Mailbox
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 85
To log out of a dynamic hunt group using your 3Com Manager’s
Telephone:
1 Press the Features soft button.
2 Scroll to Hunt Group Login Enabled.
3 Press Select.
4 Dial the group number.
5 Dial the group password and press #.
Your administrator can configure a hunt group to an Access button. To
log in to or to log out of the hunt group, press the specified Access
button. The indicator next to the button lights to show that you are
logged in.
To log in to a dynamic hunt group using the NBX NetSet utility:
1 Log in to NBX NetSet > Hunt Groups.
2 Select the hunt group to which you want to log in.
3 Click Log In, and then click Close.
If you log in to a dynamic hunt group and do not answer a call when it
rings on your telephone, the system may log you out of the group
depending on how the administrator has configured the group.
To log out of a dynamic hunt group using the NBX NetSet utility:
1 Log in to NBX NetSet > Hunt Groups.
2 Select the hunt group from which you want to log out.
3 Click Log Out, and then click Close.
To log in to all hunt groups of which you are a member:
1 Log in to NBX NetSet > Hunt Groups.
2 Click the Login all button.
To log out of all hunt groups of which you are a member:
1 Log in to NBX NetSet > Hunt Groups.
2 Click the Logout all button.
86 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Calling Groups One type of hunt group is the Calling Group. Calling groups allow an
incoming call to ring simultaneously on all telephones in a group, for
example, a customer service group. To log in to or out of a calling group,
follow the steps in “Hunt Groups”
earlier in this chapter.
Figure 4 shows the path of a call coming in to a calling group.
Figure 4 Sample Calling Group Configuration
Group Membership To view the list of users that belong to a group:
1 In NBX NetSet > User Information > Hunt Groups, select a group.
2 Click Details.
Supervisory
Monitoring
Supervisory monitoring is typically used in call centers to allow supervisors
to join a conversation between an agent and a customer to ensure proper
customer support. The supervisor’s presence may or may not be
announced to the agent or customer by a tone. Supervisory monitoring
can be used only with incoming calls to Automatic Call Distribution
Groups and Hunt Groups. Other calls to and from the agent’s telephone
are unavailable to the supervisor. The supervisor must provide a password
to access the agent’s extension during these calls.
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
Supervisory Monitoring 87
Your organization may be legally required to add an announcement to
tell callers that their call may be monitored.
Agents — must be logged in as members of an ACD or Hunt Group.
Anyone, however, who picks up a call that comes through an ACD or
Hunt Group may be monitored like an agent. This includes people who
take a transferred call or answer one with call pickup.
Supervisors — are people using the supervisory monitoring password to
monitor the ACD or Hunt Group. A call could be forwarded through
more than one group; the supervisor must provide the password of the
most recent group. The supervisor must use a 3Com Telephone with a
display panel and appropriate soft buttons, not a 3Com Entry Telephone,
3Com Cordless Telephone, 3Com 2101 Basic Telephone, or an analog
telephone.
Customers — are people who make an incoming call to an ACD or Hunt
Group number. It can be an internal or external caller.
Monitor — allows the supervisor to listen to a call.
Whisper — allows the monitoring supervisor to speak to the agent
without the customer hearing.
Barge-In — allows the supervisor to speak to both the agent and the
customer.
Monitor Monitor (also called Silent Monitor) allows an authorized supervisor to
listen to calls that come in to an agent through an ACD or Hunt Group.
The administrator configures the NBX system to specify whether a tone
audible to the agent plays when the supervisor joins to monitor the call.
To monitor an agent’s ACD or Hunt Group call using a 3Com Manager’s
Telephone:
1 Press the Features soft button.
2 Scroll to Supervisory Monitoring.
3 Press Select.
4 Dial the group number and press #.
5 Dial the group supervisory password and press #.
6 Dial the agent’s extension number and press #.
88 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
You can also press the Access Button if one is configured for Monitor
and follow the prompts.
■ You join the call, either silently or with a tone announcing the call to
the agent depending on system configuration.
■ Your display panel now shows options to Whisper, Change Agent,
or Barge-In.
■ Only the supervisor’s display panel indicates that supervisory
monitoring is in use.
Whisper Whisper (also called Coaching) allows a supervisor to speak to the agent
during a monitored call without the customer hearing this advice. The
administrator configures the NBX system to specify if a tone audible to
the agent is played when the supervisor enables Whisper.
To use Whisper or Barge-In, a supervisor must first be monitoring the call.
To whisper to an agent:
1 Monitor the ACD or Hunt Group call.
2 Press the soft button to select Whisper from the display panel.
■ Whisper is enabled for you, either silently or with a tone announcing
the change, depending on system configuration.
■ Your display panel now provides options to Monitor, Change Agent,
or Barge-In.
Barge-In Barge-In allows a supervisor to speak to both the agent and customer
during a monitored call. The administrator configures the NBX system to
specify whether a tone audible to the agent and customer is played when
the supervisor enables Barge-In.
To use Whisper or Barge-In, a supervisor must first be monitoring the call.
Supervisory Monitoring 89
To barge in to a call:
1 Monitor the ACD or Hunt Group call.
2 Press the soft button to select Barge-In from the display panel.
■ Barge-In is enabled for you, either silently or with a tone announcing
the change, depending on system configuration.
■ Your display panel now provides options to Monitor, Change Agent,
or Whisper.
Change Agent While supervisory monitoring is enabled on a call, a supervisor can
change the agent being monitored.
To monitor a different agent in the same ACD or Hunt Group:
1 Monitor the ACD or Hunt Group call.
2 Press the soft button to select Change Agent.
The display panel prompts you for the extension number of the agent.
3 Enter the extension number of the agent and select OK or press #.
■ You begin to monitor the call, either silently or with a tone
announcing the call to the agent depending on system configuration.
■ Your display panel now provides options to Whisper, Change Agent,
or Barge-In.
Interactions ■ A supervisor can monitor a call, put it on hold, and monitor a second
call. A supervisor can invoke supervisory monitoring on only two calls
(one active and one on hold) at a time.
■ If a customer or agent conferences in an additional caller, or transfers,
parks, or sends a call to voice mail, a supervisor monitoring the call is
dropped from the call.
■ If a customer or agent puts a call on hold before a supervisor attempts
to monitor it, the supervisor will not be able to monitor the call. If a
customer or agent puts a call on hold after a supervisor is monitoring
it, the supervisor will not be dropped from the call.
90 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Call Park Use Call Park to place a call in a “holding pattern” and make it available
for another person to pick up from any telephone on the system. Use the
internal paging feature, the external paging feature, or both, to
announce the call. The recipient can retrieve the call from any 3Com
Telephone or analog telephone by dialing the Call Park extension that you
give during your announcement.
This feature is useful in any of these circumstances:
■ The recipient is elsewhere in the building.
■ You want to continue a call on another telephone, for instance, in a
conference room for privacy, and transferring the call does not give
you enough time to retrieve it.
When you park a call, you assign it a Call Park extension, which anyone
can use to retrieve it. Table 7
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 using a 3Com Manager’s Telephone:
1 While you are on a call, press the Right soft button for the call for the
Actions menu.
2 Scroll to Call Park.
3 Press Select.
4 Dial the park extension and press #.
Table 7 Default Call Park Extension Numbers
System Default Extension Numbers
4-digit dial plan 6000 – 6099
3-digit dial plan 601 – 609
Paging 91
You can also park call by using Feature Code 444 or pressing an Access
button assigned to Call Park.
To notify another user about the parked call:
■ From 3Com Manager’s Telephones, place a new telephone call to
the user’s extension, or use the paging feature. See “Paging”
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.
You can:
■ Page all extensions with speakers on the system
This method uses default codes in Table 8
.
■ Page a subset of all extensions on the system, called a zone.
This method uses extensions that the administrator configures for this
purpose.
Each method allows you to broadcast a message to different destinations,
depending on your location and equipment.
Do not press the Feature button before you dial the Paging code.
92 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Paging the System When you page the system, you broadcast a message to all internal
extensions with speakers, to a Public Address (PA) system, or to both
simultaneously. Paging codes, as described in Table 8
, 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 NBX NetSet > Personal Information > User Information >
Page Zones.
The NetSet utility lists the existing page zones and their extension
numbers.
2 Click Details to list the members of each zone.
Table 8 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 93
You can view zone memberships only if the administrator authorizes you
to do so.
To page a zone, a P.A. system, or both, perform the following steps using
your 3Com Telephone:
1 Pick up the handset.
2 Dial the appropriate extension to page the zone.
3 Speak the broadcast message into your handset.
4 Hang up.
3Com Cordless Telephones, 3Com Entry Telephones, and analog
telephones can initiate but cannot receive a zone page.
Configurable
Operators
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.
94 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Configuring the
Operators
You can view the operators’ settings, and modify those settings if your
administrator allows it.
The operator’s call-handling rules (such as call coverage) may apply to the
voice mail caller. Also, you must have external-to-external permissions in
order for transfers to external phone numbers to complete successfully.
If you or the administrator do not configure operator destinations, the
system directs an operator-bound caller to extension 501.
Viewing Your Operator Permissions
To find out if you have permission to configure operators:
1 Log on to NetSet > User Information > Call Permissions.
Your current permissions to configure the System Operator and the
Personal Operator appear in the User Information window.
Configuring the Operator Destinations
To configure your own destinations for System and Personal Operator:
1 Log on to NetSet > NBX Messaging > Personal Operators.
The current System Operator and Personal Operator extensions and
access digits appear. If the administrator has given you the appropriate
configuration permissions, the extensions appear in editable text boxes.
2 Edit the destinations to include the appropriate extensions.
The operator destination text string cannot exceed 16 characters.
3 Click Apply to make the changes and keep this screen open, or click OK
to make the changes and close the screen.
If you clear an operator destination (using the Clear check box), calls
directed to that operator are directed instead to the default system
operator (extension 501).
Using Message Waiting Indicator to Telephone 95
Using Message
Waiting Indicator to
Telephone
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 using a 3Com Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to MWI to Phone Send.
3 Press Select.
4 Dial the extension you want to call and press #.
You can also press the Access Button if one is configured for MWI to Ph
Send or use Feature + 412.
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 (by your administrator) for MWI Retrieve. Your
administrator can also configure additional buttons for MWI To Ph Send
and MWI Cancel.
An analog telephone cannot receive an MWI message.
96 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
When the light is lit on your telephone, you can press the MWI Retrieve
button, scroll through your display panel to see the caller ID, and return
the call. When you press the MWI Retrieve button, you turn off the MWI
light. You may still have one or more calls in a list to return.
To retrieve an MWI number:
1 Pick up the handset and press the MWI Retrieve access button. The
display panel shows the total number of MWI messages and the number
of new MWI messages on your list.
2 Scroll down the display panel to see the extension for the most recent
MWI sender. The most recent call is at the top of the list.
3 Press the Call soft button to call the sender.
You can also retrieve an MWI message with Feature + 414.
Deleting MWI
Messages
Press the MWI Retrieve button to turn off the MWI light until you receive
another MWI message. It does not delete the MWI message. Messages
remain in your list until you explicitly delete them or until the NBX system
is rebooted. Your telephone can store a maximum of 30 MWI messages.
When it is full, it will reject new messages, so be sure to delete unneeded
messages.
To delete all MWI messages:
1 Press the MWI Retrieve access button. The display panel shows how many
MWI messages are on your list.
2 Press the Delete soft button.
3 The display panel asks you to confirm the delete of the whole MWI list.
Press the Yes soft button.
To delete a single MWI message:
1 Press the MWI Retrieve access button. The display panel shows how many
MWI messages are on your list.
2 Scroll down the display panel to see the MWI message you want to
delete.
3 Press the Delete soft button.
4 The display panel asks you to confirm the delete of the entry. Press the
Yes soft button.
Dialing a Call to a Remote Office 97
Cancelling an MWI
Message
After you have sent an MWI message, you can cancel it and remove it
from the list on the target telephone. If it is the only unattended MWI
message on the target telephone, cancelling it turns off the MWI light.
You can cancel an MWI message only from the same extension from
which you sent the MWI message.
To cancel an MWI message using a 3Com Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to MWI to Phone Cancel.
3 Press the Select button.
4 Dial the extension to which you sent the MWI message that you want to
cancel and press #.
You can also press the Access Button if one is configured for MWI Cancel
or use Feature + 413.
Dialing a Call to a
Remote Office
You can dial calls between sites in your organization that are separated
geographically but that are linked by a Wide Area Network (WAN)
connection. Each site must have an NBX system. Typical configurations
are described in the next sections.
Using Unique
Extensions
In the sample network shown in Figure 5
, 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.
98 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Figure 5 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 6
, to call someone in Atlanta, a user in
Chicago dials the site code 62 and then the appropriate extension (1000
through 3999). To reach a user in Dallas, a user in Chicago dials 63 and
then the appropriate extension (1000 through 3999). The site code
prevents conflicts between the remote extension number and a
duplicated extension number at the local site (Chicago).
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
Bridged Extensions 99
Figure 6 Using Site Codes to Dial Remote Offices
Bridged Extensions With a bridged extension, buttons and status lights on one telephone are
associated with buttons and status lights on another telephone. On the
primary telephone, you can perform all operations (such as dialing
telephone calls, placing calls on hold, forwarding calls, and so on). On the
secondary telephone, you can answer calls that are made to the primary
telephone’s extension but you cannot make calls using the buttons that
are associated with the primary telephone.
The administrator can create bridged extensions on:
■ Any 3Com Manager’s Telephone
■ Any 3Com Business Telephone
■ A 3Com 2101 Basic Telephone if a 3Com Attendant Console is
associated with it. The administrator creates the bridged extension on
the Attendant Console.
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
100 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Example:
If an assistant’s job is to answer a manager’s telephone calls, the
administrator can map the manager’s extension on the assistant’s
telephone. The manager’s telephone is the primary telephone, and the
assistant’s telephone is the secondary telephone.
Your administrator can map a primary telephone’s extension to one or
more secondary telephones.
Delayed Ringing (3Com Business Telephone, 3Com Manager’s Telephone, and
Attendant Console only) The Delayed Ringing feature prevents a call
on a shared line from ringing on a specific telephone until the incoming
call rings on another telephone for a specified number of times.
A shared line can be a bridged extension or an incoming analog
telephone line that is mapped to more than one telephone.
Example:
The administrator programs (maps) a telephone extension to appear on
both a manager’s telephone and the assistant’s telephone; that is, it is a
bridged extension. The administrator has also enabled the Delayed
Ringing feature on the manager’s telephone and has specified 4 rings (a
typical setting).
When a call comes in to the manager on that extension, the assistant’s
telephone rings 4 times before the call audibly rings on the manager’s
telephone. Even during the first silent rings, the line’s status light on the
manager’s telephone flashes, allowing the manager to answer the call if
required.
Using Pulse Dialing In some locations, analog telephone users must dial telephone calls using
pulse dialing instead of tone dialing (also called Dual Tone Multi
Frequency, or DTMF, dialing).
Your administrator must configure the Analog Line Card ports for pulse
dialing.
Using Pulse Dialing 101
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.
■ 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 using the display panel from pulse dialing to DTMF during a
call:
1 While you are on a call, press the Right soft button for the call for the
Actions menu.
2 Scroll to Switching a Call from Tone to Pulse Mode.
3 Press Select.
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 also use Feature Code 891 to switch from tone to pulse dialing.
Your administrator can map a button on your telephone so that you can
press the button to change from pulse dialing to DTMF during a call.
When you hang up, the port that 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.
102 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
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.
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 telephone, see the
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 9
.
■ 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.
■ Error Tone — You hear the “fast busy” tone, also called the
“congestion” tone, when no circuits are available. In addition, you
104 CHAPTER 7: FEATURE CODES
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 9
.
If you forget which of the persistent features you have activated on
your telephone, log in to NBX NetSet > User Information > 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 9
.
■ 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.
Using Feature Codes 105
3Com Manager’s
Telephone
Most of the features that are listed in Table 9 are available on your 3Com
Manager’s Telephone on single-purpose buttons like Hold, Conference,
Transfer, and Redial, or on Access buttons that you or your
administrator can program.
You can view and select feature codes using the display panel and soft
buttons, but you can also press the Feature button and dial the
three-digit feature code. See “Features”
in Chapter 2.
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 9
.
4 Hang up when your call is complete or you have activated the features
that you want.
Table 9 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
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 Toggle F + 409 Toggles between two calls. To return to
the first call, press the button for the line
where the first call came in, press Call
Toggle (2101), or repeat F + 409.
106 CHAPTER 7: FEATURE CODES
Caller ID Restriction
(CLIR — All) — On/Off
F + 889 “Caller ID” in Chapter 6
Caller ID Restriction
(CLIR — Next Call)
F + 890 “Caller ID” in Chapter 6
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
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
Hands Free — On/Off F + 100 Set your phone so that internal calls
automatically come through your
speaker. You answer directly, without
lifting the handset.
Incoming calls connect with no ring, and
the caller can immediately hear you.
Hold F + 402 “Putting a Call on Hold” in Chapter 4.
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
Message Waiting Indicator
to Phone — Retrieve
F + 414 “Using Message Waiting Indicator to
Telephone” in Chapter 6
Table 9 NBX Feature Codes (continued)
Feature Feature Code See
Using Feature Codes 107
Monitor, Whisper, Barge-In F + 425 “Supervisory Monitoring” 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
Pulse to Tone Make or receive a call + F + 891 “Bridged Extensions” in Chapter 6
Redial F + 401 “Using the 3Com Telephone
Display Panel” in Chapter 4
Release F + 111 “Using a Headset” in Chapter 5
Show Lists F + 460 Displays lists for you to scroll through
and select.
Speaker — On/Off F + 104 Speak (except 2101 and 3101) and listen
without picking up the handset.
Speed Dial — Personal List F + personal speed dial number “Speed Dials” in Chapter 5
Speed Dial — System-Wide
List
F + system-wide speed dial number “Speed Dials” in Chapter 5
Transfer F + 420 + telephone number + F + 420 “Transferring a Call” in Chapter 4
Version F + 827 Displays the NBX software version.
Volume Up or Down F + 102 to raise the sound
or
F + 103 to lower the sound
“Setting the Volume” in Chapter 4
Table 9 NBX Feature Codes (continued)
Feature Feature Code See
108 CHAPTER 7: FEATURE CODES
8
3COM 3105 AND 1105
ATTENDANT CONSOLES
3Com Attendant Consoles and the NBX Complement Attendant
Software (CAS) application enable a receptionist to handle high call
volumes efficiently. Although receptionists are the primary users of the
Attendant Console and CAS, the two can also be used by busy sales
representatives and others who receive a high volume of telephone calls
or who make frequent calls to the same telephone numbers.
This chapter covers these features:
■ 3Com Attendant Console — A device that works along with 3Com
Telephones to increase call handling capability. In many offices, the
Attendant Console is used by a receptionist or switchboard operator,
who is referred to in this guide as “the receptionist.”
■ Complement Attendant Software (CAS) — A software application
that allows a receptionist to answer and route calls using a personal
computer. Your administrator installs the Complement Attendant
Software on your computer from the NBX Resource Pack CD.
The Attendant Console and Complement Attendant Software can be
used at the same time. However:
■ When incoming calls appear on the Attendant Console, you must
handle them using the buttons of the console.
■ When calls appear on the CAS computer screen, you must handle
them using the mouse and the CAS software features.
110 CHAPTER 8: 3COM 3105 AND 1105 ATTENDANT CONSOLES
3Com Attendant
Console
The 3Com 3105 and 1105 Attendant Consoles each have 50 Access
buttons and 4 preprogrammed Feature buttons. Although the design of
the two Attendant Consoles is different, the buttons work the same way.
In effect, the Attendant Console is an extension of the 3Com Telephone
to which it is associated.
See Figure 7
for 3Com 3105 Attendant Console buttons and controls and
Figure 8
for 3Com 1105 Attendant Console buttons and controls.
Access Buttons The 50 Access buttons on a 3Com Attendant Console can each have two
sets of assignments: 1 through 50, and 51 through 100. To toggle
between the two sets of assignments, you press the Shift button.
Your administrator can assign features to each Access button. Possible
features include:
■ Status of internal telephone extensions (busy, available)
■ Status of external telephone lines
■ Speed dials for:
■ User extensions
■ Pager numbers
■ Cellular telephone numbers
■ Message Waiting Indicators (MWI) for:
■ Group mailboxes
■ Phantom or personal mailboxes
■ Time of Day Service Modes (See your administrator for details.)
■ Status of ACD, Hunt, and Calling Group lines
Feature Buttons The four Feature buttons are preprogrammed for the most common
features needed by a receptionist: Transfer, Transfer to Voicemail, Park,
and Hold. The Shift button does not affect the operation of the Feature
buttons. Your administrator can change the features assigned to each
button using the NBX NetSet utility.
Figure 7
and the text that follows it describe the features on the 3Com
3105 Attendant Console. Figure 8
and the text that follows it describe
the 3Com 1105 Attendant Console.
3Com Attendant Console 111
Figure 7 3Com 3105 Attendant Console
1 Hold button — Places a caller on hold.
2 Transfer button — Enables you to send a call to another telephone.
3 Direct Mail Transfer button — Allows you to send a caller directly to
another user’s voice mailbox or phantom mailbox.
4 Call Park button — Places a call in a “holding pattern” so that it can be
retrieved from any other telephone on the system.
5Labels — You can print labels for your Attendant Console using the
LabelMaker utility in the NBX NetSet utility or on the NBX Resource Pack
CD.
6 Label cover tabs — Allow you to unsnap the plastic cover to insert
labels.
7 Access buttons — A light next to each button indicates whether the line
is available or in use, or whether assigned features are enabled:
If the light is The line is
Off Available for use
Steady In use
Blinking quickly Ringing
Blinking slowly On hold
112 CHAPTER 8: 3COM 3105 AND 1105 ATTENDANT CONSOLES
8 Shift button — Enables you to toggle between the two sets of Access
button assignments on the Console. Press the Shift button to switch
between assignments 1 through 50 and assignments 51 through 100.
The Shift button LED is lighted when you have buttons 51 through 100
selected.
Figure 8
and the text that follows it describe the features on the 3Com
3105 Attendant Console.
Figure 8 3Com 1105 Attendant Console
1 Access buttons — A light next to each button indicates whether the line
is available or in use, or whether assigned features are enabled. Status
indicator lights show the following:
2 Shift button — Enables you to toggle between the two sets of button
assignments on the Console. Press the Shift button for assignments
1 through 50. Press Shift again for assignments 51 through 100. The
Shift button LED is lighted when you have buttons 51 through 100
selected.
SHIFT
A
B
If the light is The line is
Off Available for use
Steady In use
Blinking quickly Ringing
Blinking slowly On hold
Opening the 3105 Attendant Console Label Cover 113
3Labels — You can print labels for your Attendant Console using the
LabelMaker forms in the NBX NetSet utility or on the NBX Resource Pack
CD. See “Printing Labels”
in Chapter 5.
4 Transfer button — Enables you to send a call to another telephone. See
“Transferring a Call”
in Chapter 4.
5 Direct Mail Transfer button — Allows you to send a caller directly to
another user’s voice mailbox or phantom mailbox. See “Direct Mail
Transfer” in Chapter 4.
6 Call Park button — Places a call in a “holding pattern” so that it can be
retrieved from any other telephone on the system. See “Call Park”
in
Chapter 6
.
7 Hold button — Places a caller on hold. See “Putting a Call on Hold”
in
Chapter 4
.
Attendant Console
Labels
To create, print, and save labels for your Attendant Console, see “Printing
Labels” in Chapter 5.
Opening the 3105
Attendant Console
Label Cover
After you print the labels and then cut them out, remove the plastic cover
from the Attendant Console by pulling up on the two tabs at the top of
the Attendant Console until the top of the cover pops off.
Figure 9 3105 Attendant Console Label Cover Tabs
114 CHAPTER 8: 3COM 3105 AND 1105 ATTENDANT CONSOLES
Complement
Attendant
Software
The Complement Attendant Software is an optional component, which
requires a license. On your personal computer, the Complement
Attendant Software displays your telephone directory in a series of tabs.
Each tab sorts the directory by a different type of information, for
example, by last name, by department, or by extension.
When you answer a call using the Complement Attendant Software, you
can select a user from the directory and transfer the call to that user.
Table 10
describes the main elements of the Complement Attendant
Software screens.
Table 10 Elements of the Complement Attendant Screens
Field Purpose
Display Panel Displays Caller ID information (name and extension number),
the status of a call, and the duration of the call. The number of
calls displayed depends on the number of access lines that you
have specified in your general settings.
Find/Phone# Display Provides the extension number and name of the person
selected in the directory.
Clear Button Cancels previous criteria.
Extension Tab Sorts the data in the directory by listing the extension numbers
in ascending order.
First Tab Sorts the list of users in alphabetical order by first name.
Last Tab Sorts the list of users in alphabetical order by last name.
Department Tab Sorts the directory by the user department.
Hidden Tab Hides entries in the NBX directory that you do not want to
appear on other tabs, such as conference room phones.
Quick Tab Provides access to frequently used entries in the directory.
Complement Attendant Software 115
Table 11 describes Complement Attendant Software buttons and the
keyboard shortcuts to functions on the Action menu.
Managing Calls To manage incoming calls using the Complement Attendant Software,
click the buttons at the bottom of the screen, as described here:
1 Select a sort method by clicking the appropriate tab. For example, to
select a user by last name, click the Last tab.
2 Click the user’s name. The user’s extension number and name appear in
the Find/Phone # field.
3 Click the button for the way that you want to handle the call. For
example, to transfer a call, click Transfer. To park a call, click Park.
For additional information on using the Complement Attendant
Software, see the Help system in the software.
Table 11 Attendant Software Buttons and Keyboard Shortcuts
Button Purpose
Keyboard
Shortcut
Answer Answers an incoming call. Alt+A
Dial Dials a selected number to place an outgoing call. Alt+D
Park Places a call in a “holding pattern” so that it can
be retrieved from another telephone on the
system.
Alt+K
UnPark Releases a caller from a “holding pattern.” Alt+U
Release Terminates a call. Alt+R
Hold Places a caller on hold. Alt+H
UnHold Removes a caller from being on hold and returns
to the call.
Alt+N
Transfer Forwards a call to another telephone. Alt+T
Complete Transfer Completes the transfer of a call. Alt+M
Cancel Transfer Cancels a transfer. Alt+S
Conference Establishes a single call with up to three additional
internal or external parties.
Alt+C
Complete
Conference
Completes the conference call. Alt+P
Cancel Conference Cancels the addition of a party to a conference
call.
Alt+E
116 CHAPTER 8: 3COM 3105 AND 1105 ATTENDANT CONSOLES
A
TELEPHONE INSTALLATION AND
MAINTENANCE
This chapter covers these topics:
■ Connecting the Telephone
■ 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:
■ 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
Switch port for connecting a computer or other network device, such as a
3Com Attendant Console, to the network.
Handset connector.
Headset connector. 3Com 3102 and 3103 only.
118 APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Figure 10 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.
Figure 10 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 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.
Attaching and Adjusting the Articulating Support Bracket 119
■ The following device support brackets have built-in strain relief
clamps: 3101, 3102, 3103, 3105, and 3100.
Attaching and
Adjusting the
Articulating
Support Bracket
The articulating support bracket is common to the following devices:
■ 3Com 3105 Attendant Console
■ 3Com 3103 Manager’s Telephone
Figure 11, Figure 12, and Figure 13 show the 3Com 3102 Business
Telephone. The instructions apply to all of these devices.
Figure 11 Attaching the Support Bracket
1 Bracket
2 Mounting supports
3 Cable management clamps
To attach the support bracket, snap the bracket into the mounting
supports on the bottom of the telephone. After you connect the cables to
the phone, press the cables into the cable management clamps on the
stand.
120 APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Figure 12 Adjusting the Support Bracket
1 Lock tab
To adjust the support bracket, press to release the lock tab, rotate the
bracket to the position that you want, and then release the lock tab.
Figure 13 Wall Mounting
1 Bottom supports
When you mount a device on a wall, attach the support bracket and
adjust it so that the bottom of the support bracket rests against the
bottom supports on the device.
Safe wall mounting requires 3/4-inch drywall and 1.5-inch drywall screws.
Moving Your Telephone 121
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
Telephones
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
Always unplug your telephone from the power source and from the
network before you clean it. Use a soft cloth dampened with mild
detergent.
WARNING: Failure to unplug the telephone before you clean it could
result in electrical shock.
Troubleshooting
Problems
Table 12 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.
Table 12 Possible Problems
Possible Problem Suggested Solutions
My telephone has no dial
tone. The display panel is
blank.
■ 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.
122 APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
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
messages 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 NBX NetSet > NBX
Messaging and clear the Greeting Only Mailbox
checkbox.
When I park a call, the
display panel shows “Park
xtn in use,” and the call
returns to my telephone.
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.
When I dial 9 or 8 to access
an outside line, the display
panel shows “All Ports
Busy.”
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. For details, see “Using Hands Free Active
on Intercom”Chapter 5
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. For details, see “Using Hands Free Active on
Intercom”Chapter 5
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
.
Table 12 Possible Problems (continued)
Possible Problem Suggested Solutions
Troubleshooting Problems 123
My telephone is not
forwarding my incoming
calls to my voice mailbox.
In NBX NetSet > User Information > Call Forward
Default, verify that you have selected Forward to
Voice Mail as your call coverage point. For details, see
“Forwarding Incoming Calls”
in Chapter 4.
I added a One-Touch speed
dial, but the telephone
does not dial that number.
Use only numeric characters in your Speed Dial setup.
For details, see “Special Case: One-Touch Speed Dials”
in Chapter 5
.
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.
The display panel shows
“Wait for NCP.”
Your telephone may be disconnected from the system.
Hang up your telephone and wait a few seconds. Then
pick up the handset. If the message still appears on
your telephone display panel, contact your
administrator.
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 12 Possible Problems (continued)
Possible Problem Suggested Solutions
124 APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
INDEX
A
Access buttons
1105 Attendant Console 112
3103 Manager’s Telephone 21
3105 Attendant Console 111
account codes and billing codes 76
feature code 105
ACD 81
and the Do Not Disturb feature 69
feature code 105
administrator, definition 10
agent (supervisory monitoring) 87
change 89
all calls, forwarding 47
All Ports Busy message 122
analog telephones on an NBX system 13
announcements, broadcasting 91, 92
answering calls 43
applying your call permissions to another
telephone 71
Attendant Console
1105 Access buttons 112
3105 Access buttons 111
creating labels 63
overview 110
Auto Attendant, definition 10
automatic call distribution (ACD) 81
feature code 105
automatic telephone relocation 59
B
barge-in 88
billing and account codes 76
feature code 105
blocking
internal and external ID 77
unauthorized outbound calls 70
bracket
3103, telephone support 119
branch offices, calling 97
bridged extensions 99, 100
broadcasting announcements 91, 92
busy line (call forwarding) 46
buttons
1105 Attendant Console 112
3103 Manager’s Telephone 19
3105 Attendant Console 111
C
call centers 81
call coverage point 46
call forward
all calls 47
busy line 46
call coverage point 46
default 47, 50
feature codes 105
override 51
precedence 51
problems with 123
ring no answer 46
call logs, on telephone display panel 44
call park
default extensions 90
feature code 105
introduction 90
retrieving a parked call 91
Call Park button
1105 Attendant Console 113
3105 Attendant Console 111
call permissions
applying yours to another telephone 71
introduction 71
call pickup
directed 80
feature codes 105
group 80
introduction 79
problem 123
call toggle
feature code 105
caller ID
feature code 106
identity restriction 78
restricting on outbound calls 78
126 INDEX
calling groups
and the Do Not Disturb feature 69
feature code 105
overview 81
sample configuration 86
Calling Line Identity Restriction (CLIR) 78
feature codes 106
CAS 114
change agent (supervisory monitoring) 89
Class of Service (CoS) override 71
feature code 106
cleaning telephones 121
CLIR 78
feature codes 106
coaching 88
codes
account and billing 76
feature codes 103
NBX Feature Codes Guide 9
Complement Attendant Software (CAS)
computer screens and tabs 114
features 114
introduction 109
keyboard shortcuts 115
Conference button
3103 Manager’s Telephone 21
conference calls
adding parties 55
dropping last party 56
feature code 106
introduction 55
configurable operators 93
confirmation tone 103
connecting a headset
3102 Business Telephone 72
connecting telephones 59, 121
caution, RJ-45 versus RJ-11 jacks 118
electrical power 117
contrast 24
conventions, documentation 10
creating voice mail messages 35
customer (supervisory monitoring) 87
D
delayed ringing 100
dial tone 103
troubleshooting a 3Com Telephone 121
dialing calls
other methods 45
redial 46
release with headset 72
switching from pulse to tone 100
direct mail transfer
feature code 106
overview 54
Direct Mail Transfer button
1105 Attendant Console 113
3105 Attendant Console 111
directed call pickup 80
display panel 23
3103 Manager’s Telephone 20
call logs, user directory, and speed dial lists 44
contrast 24
soft keys 23
Do Not Disturb Feature
and call forwarding 51
Do Not Disturb feature 68
feature code 106
dual tone multi-frequency (DTMF) dialing 100
E
electrical shock, avoiding 121
e-mail
getting voice mail messages in 40
notification of voice mail messages 64
error tone 103
External Paging
dial code 92
external telephone calls, dialing 45
F
feature active tone 104
feature codes 103
Feature Codes Guide in NBX NetSet utility 13
feature entry tone 103
feature settings
Call Forward All 47
Call Forward Busy 46
Call Forward No Answer 46
CLIR-All 79
Do Not Disturb 69, 70
Forward Calls to Mail 48
Find/Phone Tab, Complement Attendant Software
(CAS) 114
flash, feature code 106
forgot my password 28, 30
Forward to Voice Mail 47, 106
G 127
forwarding calls
all calls 47
directly to another user’s mailbox 54
no answer 46
to your call coverage point 46
to your voice mailbox 46
unanswered calls 46
forwarding voice mail messages 34
FWD MAIL 47
G
Greeting-Only mailboxes 40
group call pickup 80
group lists, personal voice mail
creating 36
modifying 37
group voice mailbox 41
H
hands free 73
feature code 106
handset volume 57
headset
using 72, 73
volume 57
Headset/Handset Select button
3103 Manager’s Telephone 23
hold
3Com Manager’s Telephone 52
Business Telephones 52
feature code 106
introduction 52
more than one call 53
Hold button
1105 Attendant Console 113
3103 Manager’s Telephone 21
3105 Attendant Console 111
hunt groups
and the Do Not Disturb feature 69
calling groups 86
feature code 105
introduction 83
logging in to or out of 85
sample configuration 84
static 84
I
icons in the NBX NetSet utility
navigation 16
shortcuts 16
icons, display panel
locked telephone 70
incoming calls
ACD groups 81
answering 43
calling groups 83
forwarding directly to another user’s mailbox 54
hunt groups 83
transferring 53
indicators of voice mail messages
off-site notification 64
on your phone 30
installing telephones 117
intercom 73
internal paging 91, 92
internal caller ID 78
internal calls, dialing 45
Internal Paging
dial code 92
J
jack, Ethernet 59
L
Label cover tabs
3105 Attendant Console 111
LabelMakers
for attendant consoles 63
for telephones 63
Windows Desktop shortcut 64
labels
Attendant Console, creating 63
printing 63
length of voice messages 28
lights, status
3103 Manager’s Telephone 23
listening to messages 30
from remote telephones 31
lists
display lists feature code 107
modifying personal voice mail group lists 37
personal voice mail group lists 36
printing speed dials 63
locking your telephone
blocking unauthorized calls 70
feature code 106
off-site notification restriction 66
logs on 3Com telephone display panel
answered calls 44
dialed calls 44
missed calls 44
128 INDEX
long-distance calls, preventing 70
M
mail group lists
personal 36
system 36
mailboxes
greeting-only 40
group 41
phantom 41
setting up personal 13
maintenance, telephone 117
Manager’s Telephones
3103 19
Message button 23
message waiting indicator for voice mail
analog telephones 30
message waiting indicator to telephone 95
cancelling 97
deleting 96
feature codes 106
retrieving 95
sending 95
message waiting indicators
3103 Manager’s Telephone 20, 30
messages
creating and sending 35
forwarding 34
listening, from a remote location 31
listening, from telephone 31
listening, NBX NetSet utility 30
maximum length 28
private 39
replying to 33
sending 35
urgent 39
Messaging, NBX 27
monitor 87
monitoring, supervisory 86
moving telephones 60, 121
Mute button
3103 Manager’s Telephone 21
MWI
See message waiting indicators
N
name announcement
changing 29
setting the first time 14
NBX Messaging 27
NBX NetSet password
changing 14
forgotten 14
initial 14, 16
overview 28
NBX NetSet utility
getting started 16
listening to messages 30
overview 15
problems with 122
new messages dial tone 103
notification, off-site 64
O
off-site notification 64
managing using the telephone 68
operators
configuring 93
viewing 94
outbound calls
dialing 45
speed dials 60
P
page zones
extensions 92
pager, off-site notification 64
paging 91
required equipment 91, 92
restricted by Do Not Disturb 69
to announce a parked call 90
zones 93
Park button
3105 Attendant Console 111
parking a call
feature code 105
overview 90
retrieving a parked call 91
passwords
changing in the NBX NetSet utility 16
changing on the telephone 28
feature codes 107
forgotten 28, 30
security tips 29
permissions
allowed calls 71
viewing your call permissions 71
persistent features 104
Q 129
personal greeting
changing 29
selecting 29
setting the first time 14
personal speed dial buttons
3103 Manager’s Telephone 23
personal speed dial numbers 60
personal voice mail group lists
creating 36
modifying 37
phantom mailboxes 41
picking up calls 79
feature codes 105
printing labels 63
printing speed dial lists 63
private messages 39
problems, solving 117
programmable Access buttons
1105 Attendant Console 112
3103 Manager’s Telephone 21, 22
3105 Attendant Console 111
public address system 91, 92
pulse dialing 100
feature codes 107
Q
Quick Reference sheets 17
R
receptionist
and the Attendant Console 110
and the Complement Attendant Software
(CAS) 114
definition 10
Redial button
3103 Manager’s Telephone 21
redialing calls 46
feature code 107
release, feature code 107
releasing calls with headset 72
relocating telephones 121
remote notification 64
remote offices, calling 97
replying to voice mail messages 33
ring no answer (call forwarding) 46
ringer
tone, choosing 60
volume 57
ringing
delayed 100
Do Not Disturb 68
RJ-11 jack caution, avoiding use with 3Com
Telephones 118
RJ-45 jack caution, using instead of RJ11 118
S
scroll buttons
3103 Manager’s Telephone 21
security
passwords 28, 29
preventing unauthorized outbound calls 70
telephone line on multiple telephones 75
Select button
3103 Manager’s Telephone 21
sending messages 35
shared telephone lines
bridged extensions 99
delayed ringing 100
hunt groups 81
Shift button
1105 Attendant Console 112
3105 Attendant Console 112
show lists, feature code 107
silent monitor 87
Simultaneous Paging
dial code 92
site codes 98
soft buttons
3103 Manager’s Telephone 22
soft keys 23
software, Complement Attendant (CAS) 114
sound volume
3103 Manager’s Telephone 21
Speaker button
3103 Manager’s Telephone 21
speaker phone
3103 Manager’s Telephone 21
feature code 107
problems with 122
using 45
volume 57
Speed Dial buttons
3103 Manager’s Telephones 23
speed dials 60
One-Touch 62
personal speed dial numbers 60
printing lists of 63
problems with 123
system-wide speed dial numbers 61
supervisory monitoring 86
supervisor 87
130 INDEX
support brackets
3103, attaching 119
3105, attaching 119
system voice mail groups 36
T
tabs, Complement Attendant Software (CAS)
screens 114
telephone line on multiple telephones, security 75
telephone maintenance 117
telephone number, for off-site notification 65
telephone support brackets
3105 119
telephone support brackets, 3103 119
telephones
cleaning 121
connecting 117
mounting 3105 119
mounting, 3103 119
moving and swapping 121
time-of-day calling restrictions 70
toggle calls
feature code 105
toll calls, preventing others from dialing 71
tone dialing 100
tones, 3Com Telephones 103
tones, ringer selection 60
Transfer button
1105 Attendant Console 113
3103 Manager’s Telephone 21
3105 Attendant Console 111
transferring calls 53
feature code 107
troubleshooting
introduction 117
list of possible problems 121
U
unauthorized use of telephone, preventing 70
urgent messages 39
user configuration 25
user, definition 10
V
version, feature code 107
voice mail
accessing through e-mail 40
changing your password 28
components 27
creating messages 35
forwarding 34
greeting-only mailbox 40
group mailboxes 41
groups 36
indicators 30
initializing 13
listening remotely 31
listening to messages 30
maximum message length 28
password security tips 29
personal group lists, creating and modifying 37
private messages 39
problems with 122
replying to 33
retrieving from a remote location 31
sending 35
setting up 13
urgent messages 39
volume control buttons
3103 Manager’s Telephone 21
volume settings 57
feature codes 107
speaker 57
W
Wait for NCP message 123
whisper 88
Windows Desktop shortcut, for LabelMaker 64
Z
zone paging 91
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Belangrijk! Antwoorden worden ook per e-mail naar abonnees gestuurd. Laat uw emailadres achter op deze site, zodat u op de hoogte blijft. U krijgt dan ook andere vragen en antwoorden te zien.

Abonneren

Abonneer u voor het ontvangen van emails voor uw 3com 3103 bij:


U ontvangt een email met instructies om u voor één of beide opties in te schrijven.


Ontvang uw handleiding per email

Vul uw emailadres in en ontvang de handleiding van 3com 3103 in de taal/talen: Engels als bijlage per email.

De handleiding is 4,42 mb groot.

 

U ontvangt de handleiding per email binnen enkele minuten. Als u geen email heeft ontvangen, dan heeft u waarschijnlijk een verkeerd emailadres ingevuld of is uw mailbox te vol. Daarnaast kan het zijn dat uw internetprovider een maximum heeft aan de grootte per email. Omdat hier een handleiding wordt meegestuurd, kan het voorkomen dat de email groter is dan toegestaan bij uw provider.

Stel vragen via chat aan uw handleiding

Stel uw vraag over deze PDF

Uw handleiding is per email verstuurd. Controleer uw email

Als u niet binnen een kwartier uw email met handleiding ontvangen heeft, kan het zijn dat u een verkeerd emailadres heeft ingevuld of dat uw emailprovider een maximum grootte per email heeft ingesteld die kleiner is dan de grootte van de handleiding.

Er is een email naar u verstuurd om uw inschrijving definitief te maken.

Controleer uw email en volg de aanwijzingen op om uw inschrijving definitief te maken

U heeft geen emailadres opgegeven

Als u de handleiding per email wilt ontvangen, vul dan een geldig emailadres in.

Uw vraag is op deze pagina toegevoegd

Wilt u een email ontvangen bij een antwoord en/of nieuwe vragen? Vul dan hier uw emailadres in.



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