®
NBX Basic Telephone Guide
NBX Networked Telephony Solutions
System Release 6.0
Part Number 900-0336-01
Published July 2006
http://www.3com.com/
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CONTENTS
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4
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5
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6
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7
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ABOUT THIS GUIDE
This guide is intended for anyone using:
■
■
■
3Com® Basic 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 3101 Basic Telephone
3Com 3101SP Basic Telephone
3Com 2101 Basic 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.
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10
ABOUT THIS GUIDE
How to Use
This Guide
Table 1 Where to Find Information
How to get started with your new telephone
The 3Com 3101 and 3101SP Basic Telephones
The 3Com 2101 Basic Telephone
Turn to
NBX Voice Messaging features
Using standard telephone features
Personalizing your telephone
Enhanced system features
Feature codes
The Attendant Console and Complement Attendant Software
Telephone maintenance and troubleshooting information
References to all topics in this book
Conventions
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
Receptionist
The person who is responsible for maintaining your
3Com Networked Telephony Solution.
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.
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Documentation
11
Table 3 Icons
Icon
Type
Description
Information that describes important features
or instructions.
Information that alerts you to potential loss of
data or potential damage to an application,
system, device, or network.
Information that alerts you to potential
personal injury.
Documentation
The documentation set for 3Com NBX Networked Telephony Solutions is
designed to help NBX telephone users, installers, and administrators
maximize the full potential of the system.
The NBX Resource Pack CD contains many guides to the NBX products
and their related 3Com applications.
When you log in to the NBX NetSet utility as a user, you can go to the
Resources menu and view the PDF versions of the NBX Quick Reference
Guide, NBX Telephone Guide and NBX Feature Codes Guide by clicking
the link on its associated tab page.
The NBX NetSet utility also includes a searchable Help system with Help
buttons on each page.
An administrator who logs in can also see the NBX Installation Guide and
the NBX Administrator’s Guide.
Comments on the Your suggestions are important to us. They help us to make the NBX
Documentation 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:
Include the following information with your comments:
■
Document title
■
Document part number (found on the front or back page)
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12
ABOUT THIS GUIDE
■
Page number
As always, please address all questions regarding the NBX hardware and
software to your 3Com NBX Voice-Authorized Partner.
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GETTING STARTED
1
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:
■
■
■
For how to access NBX® features from an analog telephone, set your
password as described next and then see the NBX Feature Codes Guide in
the NBX NetSet™ utility.
For how to set your NBX NetSet utility password and access NBX features
from a third-party, SIP-based, IP telephone, see the NBX Feature Codes
Guide for SIP Telephones.
Setting Up Your
Password and
Voice Mail
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
for the First Time
■
The kind of voice messaging system on your NBX system. Ask your
administrator what kind of voice messaging is active on your system.
tones and feature codes on analog telephones, see the NBX Feature
Codes Guide in the NBX NetSet utility.
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14
CHAPTER 1: GETTING STARTED
Table 4 Setting Your NBX NetSet Utility and NBX Messaging Password
Feature
3Com Phones
Analog Phones
Password — Set Initially
If your system uses NBX Messaging, follow the NBX Message button and
500 ** and follow the
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.
follow the voice prompts voice prompts
If your system uses a voice messaging application OR, for systems that do OR, for systems that do
other than NBX Messaging1, use this code sequence not use NBX Messaging: not use NBX Messaging:
to set your password for the NBX NetSet utility. 3Com
Feature
#
recommends that you use the same password for the
NBX NetSet utility and your messaging application.
+ 434
(Feature Entry Tone)
+ 434
+ new password
+ #
+ repeat your new
password
For all voice messaging systems:
(Feature Entry Tone)
+ new password
+ #
(Feature Entry Tone)
+ repeat your new
password
■
Use only 4- to 10-digit numbers
■
Do not use letters, *, or # as part of your password. + #
+ #
(Confirmation Tone)
Password — Change
If your system uses NBX Messaging, follow the NBX Message button
500 **
+ extension number
voice prompts to change your NBX password (which
+ old password
changes your NBX NetSet utility password, because they + #
+ old password
+ #
+ 9
are the same) OR use the NBX NetSet utility, described
next.
+ 9
+ 2
+ follow the prompts
+ 2
If your system uses a voice messaging application
other than NBX Messaging1, use this code sequence
to change your password for the NBX NetSet utility.
+ follow the prompts
3Com recommends that you use the same password for OR, for systems that do OR, for systems that do
the NBX NetSet utility and your voice messaging
application.
not use NBX Messaging: not use NBX Messaging:
Feature
#
For all voice messaging systems:
+ 434
(Feature Entry Tone)
+ 434
+ old password
+ #
+ new password
+ #
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.
(Feature Entry Tone)
+ old password
+ #
+ repeat your new
password
(Feature Entry Tone)
+ new password
+ #
(Feature Entry Tone)
+ repeat your new
password
+ #
(Confirmation Tone)
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NBX NetSet Utility
15
Table 4 Setting Your NBX NetSet Utility and NBX Messaging Password (continued)
Feature
3Com Phones
Analog Phones
Password — Set Initially
If your system uses NBX Messaging, follow the NBX Message button and
500 ** and follow the
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.
follow the voice prompts voice prompts
If your system uses a voice messaging application OR, for systems that do OR, for systems that do
other than NBX Messaging1, use this code sequence not use NBX Messaging: not use NBX Messaging:
to set your password for the NBX NetSet utility. 3Com
Feature
#
recommends that you use the same password for the
NBX NetSet utility and your messaging application.
+ 434
(Feature Entry Tone)
+ 434
+ new password
+ #
+ repeat your new
password
For all voice messaging systems:
(Feature Entry Tone)
+ new password
+ #
(Feature Entry Tone)
+ repeat your new
password
■
Use only 4- to 10-digit numbers
■
Do not use letters, *, or # as part of your password. + #
+ #
(Confirmation Tone)
1 Exception: If you are using a third-party, SIP-based, IP
telephone on the NBX system, refer to the NBX® Feature
Codes Guide for SIP Telephones for how to set and change
the NBX NetSet utility password.
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
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.
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16
CHAPTER 1: GETTING STARTED
■
User — As a telephone user, you log in to the NBX NetSet utility with
your own system ID (your extension) and password to:
■
View and change your telephone’s personal settings, such as speed
dials, ringer tone, accessibility options, and specify where you want
your calls to go when you cannot answer them (your call coverage
points).
■
■
■
Listen to and delete your voice messages from your computer as an
alternative to managing calls on your telephone.
View your call permissions, certain current feature settings, and the
internal user directory to call other users on your system.
Log in to and out of one or all ACD groups, hunt groups, and
calling groups of which your telephone is a member.
standard and enhanced features that you can monitor and change in the
If your NBX system uses a messaging application other than NBX
Messaging, off-site notification and other voice messaging features are
available through your messaging application. See the application’s
documentation rather than using this Guide.
Starting the NBX To use the NBX NetSet utility, you need a computer that is connected to
NetSet Utility 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
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.
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Quick Reference Guide
17
Navigating the NBX Once you log in to the NBX NetSet utility, you can easily locate the
NetSet Utility information you need to use your NBX telephone features. Start by
clicking the category you want in the left-hand column. Tabs indicating
the specific topics for this category appear at the top of the NBX NetSet
window. To display a particular topic, click its associated tab.
You can also quickly access any of the frequently used topics from the
Favorites menu. Simply select an item from the drop-down list to go to
the selected topic. (If your browser does not support JavaScript, click the
Go button after selecting an item.)
Setting Your To change your NBX telephone’s settings for accessibility and to choose
Accessibility Options the format for your NBX NetSet utility online Help, log in to the NBX
NetSet utility and go to Accessibility > Accessibility Options. After
selecting your preferences, click Apply to save your changes.
Quick Reference
Guide
To open and print a copy of the Quick Reference Guide for the most
frequently used features on your telephone:
earlier in this chapter.
2 Go to Resources > Telephone Quick Reference and click the
Telephone Quick Reference link. The quick reference guide that
pertains to your telephone appears. Adobe Acrobat Reader 5.0 or higher
is required to view the file. Adobe Acrobat Reader is available free from
the Adobe Web site:
www.adobe.com
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18
CHAPTER 1: GETTING STARTED
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3COM 3101 AND 3101SP
BASIC TELEPHONES
2
This chapter describes the buttons, controls, and features on the 3Com®
3101 and 3101SP Basic Telephones.
The chapter covers these topics:
■
■
■
For how these features work on an analog telephone that is connected to
the NBX® system, see the NBX Feature Codes Guide for Analog
Telephones, which you can access by going to Resources > Features
Codes Guide in the NBX NetSet™ utility.
The 3Com 3101 Basic Telephone (3C10401A) does not include a
microphone, which means it does not support speaker phone operation.
The 3Com 3101SP Basic Telephone (3C10410SPKRA) has a microphone
and supports speaker phone operation. All other features operate the
same on the two telephones.
Telephone Buttons
and Controls
Figure 1 shows the buttons and controls on the 3Com 3101SP Basic
Telephone. The 3Com 3101 Basic Telephone does not include a
microphone, 8, or a speaker button and its indicator light, 10. All other
controls are identical on the two telephones.
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20
CHAPTER 2: 3COM 3101 AND 3101SP BASIC TELEPHONES
Figure 1 3Com 3101SP Basic Telephone
1 Soft buttons — Allow you to select items that are displayed in the
■
■
■
Slct (Select)
Back (returns you to the next higher level in the menu)
Exit (leaves the display panel menus)
2 Message Waiting Indicator (MWI) — 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.
3 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 view these items:
■
■
■
Logs of your recent missed, answered, and dialed calls
A directory of people’s names in your organization
Personal speed dial numbers
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Telephone Buttons and Controls
21
■
■
System-wide speed dial numbers
Call forward setting for all calls
4 Scroll buttons (Up, Down, Left, Right, Center) — Allow you to scroll
through the items in the telephone display panel. See “Using the 3Com
are reserved for future use.
5 Message button — Accesses your voice mail messages through the
7 Label area for Access buttons — You can use the NBX NetSet utility to
create a new label if you change any button mappings.
8 Microphone (3101SP only) — Activated when the telephone is in
speaker phone mode, that is, after you press the
(speaker) button.
For best results, keep the area around the microphone free of
obstructions. To minimize the effects of background noise, the
microphone is directional; it performs best when you are directly in front
of the telephone.
9 Programmable Access buttons — Allow you and your administrator to
assign features to specific buttons. See “Programmable Access Buttons”
10 Speaker button (3101SP only) — Enables you to use the speaker
phone feature. Press the
button before you dial the call, when your
telephone is ringing, or while a call is in progress. To turn the speaker off
and resume the conversation, pick up the handset.
The 3Com 3101SP Basic Telephone includes a microphone and supports
speaker phone operation. The 3Com 3101 Basic Telephone does not
support speaker phone operation and it does not have a
button.
11 Telephone key pad
12 Volume down — Lowers the volume of the ringer, the speaker, or the
13 Mute button — Enables you to prevent callers from hearing what you
are saying during a telephone call, although you can still hear them. Press
the
button to turn off the telephone’s mouthpiece when you are
using the handset or the microphone (3101SP only) when your telephone
is in speaker phone mode. To turn off the Mute feature, press the
button again. The indicator lamp is lit when the Mute feature is enabled.
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22
CHAPTER 2: 3COM 3101 AND 3101SP BASIC TELEPHONES
14 Volume up — Raises the volume of the ringer, the speaker, or the
15 Speaker
16 Handset
Programmable
Access Buttons
Figure 2 displays the Access buttons on the 3Com 3101 and 3101SP
Basic Telephones. By default, the functions assigned to these buttons are
set by your administrator. If your administrator has assigned you to a
group that allows you to change your button mappings, log in to the
NetSet utility and go to Telephone Programming > Button Mapping
to view or change the current features on your telephone’s buttons. See
You can also set buttons to one-touch speed dials. To view or change the
current speed dials on your telephone’s buttons (button mappings), go to
Directory > One-Touch Speed Dial in the NBX NetSet utility. See
Figure 2 Access Buttons
3Com 3101SP
(3C10401SPKRA)
3Com 3101
(3C10401A)
Access buttons have these default settings:
1 System Appearance button.
2 System Appearance button.
3 Feature button — Allows you to access features that are not directly
assigned to an Access button on your telephone. See “Using Feature
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Status Lights for System Appearance Buttons
23
them.
4 Transfer button — Sends the currently active call to another telephone.
The telephone LabelMaker, which is available through the NBX NetSet
utility, enables you to define and print a new label for your Access
buttons.
Status Lights for
System Appearance
Buttons
An Access button that is set up for incoming and outgoing calls is called a
System Appearance button. The light beside each System Appearance
Table 5 Status Indicator Lights for System Appearance Buttons
Off
The line is
Available for use
In use
Steady
Blinking quickly
Blinking slowly
Ringing
On hold
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24
CHAPTER 2: 3COM 3101 AND 3101SP BASIC TELEPHONES
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3COM 2101 BASIC TELEPHONE
3
This chapter describes the buttons, controls, and features that are specific
to the 3Com® 2101 Basic Telephone. It covers these topics:
■
■
■
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 3 shows the buttons and controls on the 3Com 2101 Basic
Telephone.
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26
CHAPTER 3: 3COM 2101 BASIC TELEPHONE
Figure 3 3Com 2101 Basic Telephone
The 3Com 2101 Basic Telephone has these features:
1 Handset
2 Hook switch (under the handset) — Pressing and releasing the hook
switch gives you a dial tone. This feature is used with Call Park. See “Call
Caller ID, Locked Telephone, and other feature information (if enabled),
and the number of messages in your voice mail mailbox. You can also use
it to view these items:
■
■
■
■
■
Logs of your recent missed, answered, and dialed calls
A directory of people’s names in your organization
Personal speed dial numbers
System-wide speed dial numbers
Call forward setting for all calls
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Programmable Access Buttons
27
4 Soft buttons — Allow you to select items that are displayed in the
from left to right, are:
■
■
■
Slct (Select)
Back (returns you to the next higher level in the menu)
Exit (leaves the display panel menus)
5 Scroll buttons — Allow you to scroll through the items in the telephone
6 MSG (Message) button — Accesses your voice mail messages through
7 Telephone key pad
8 Volume control buttons — Raise or lower the volume of the ringer, the
10 Transfer button — (factory default setting) Sends the currently active
this chapter.
11 Call Toggle button — (factory default setting) Similar to a Hold button,
enables you to switch between two calls. See “Programmable Access
Programmable
Access Buttons
The 3Com 2101 Basic Telephone has three programmable Access
buttons. The factory-default settings for these buttons are (from left to
right):
■
Feature — Allows you to access features that are not directly
assigned to an Access button on your telephone. See “Using Feature
them.
■
Call Toggle — Available only on the 3Com 2101 Basic Telephone. Use
this button to manage two telephone calls at the same time. See
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28
CHAPTER 3: 3COM 2101 BASIC TELEPHONE
■
Transfer — Sends the currently active call to another telephone. See
If your administrator has assigned you to a group that allows you to
change your button mappings, log in to the NetSet utility and go to
Telephone Programming > Button Mapping to view or change the
Toggle buttons greatly reduces your ability to use some of the NBX
system features.
Status Icons
Your 3Com 2101 Basic Telephone allows you to use two telephone lines
at the same time.
On the display panel, the behavior of the telephone icon next to the
number 1 (for Line 1) on the first row, or 2 (for Line 2) on the second row,
Table 6 Status Indicator Behavior for the Telephone Icons in the Display Panel
If the telephone icon is
Not displayed
The line is
Available for use
In use
Steady
Blinking quickly
Blinking slowly
Ringing
On hold
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NBX MESSAGING
4
This chapter describes the NBX® Networked Telephony Solutions voice
messaging features. It covers these topics:
■
■
■
■
■
■
■
■
■
■
■
NBX Messaging
Components
A key component of the NBX Networked Telephony Solutions is the
NBX Messaging system, which includes voice mail, off-site notification,
and several administrative features. Voice mail allows callers to leave voice
messages in your voice mailbox when you are not able to answer your
telephone. You can listen to, save, and forward those messages from any
touch-tone telephone.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of the
instructions in this chapter.
Important
Considerations
■
The steps are the same for initially setting up the name
announcement, personal greetings, and passwords for personal,
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30
CHAPTER 4: NBX MESSAGING
(Your administrator creates group mailboxes and their passwords.)
■
■
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
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.
password.
If you forget your password, the administrator can set it to be your
If your NBX system uses a messaging system other than NBX Messaging:
■
■
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.
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Changing Your Name Announcement and Personal Greetings
31
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
You set name announcement and personal greeting when you first set
your voice mail. See “Setting Up Your Password and Voice Mail
ensure that callers hear up-to-date information.
Name
Announcement and
Personal Greetings
You can record up to five personal greetings and choose which to use
from the telephone. You can also review, delete, or choose which to
make active with the NBX NetSet utility.
If appropriate, you may also want to change the greeting for an extension
that is a “greeting-only mailbox,” so that callers do not attempt to leave
To change your name announcement or personal greetings:
1 Log in to your mailbox at your telephone or remotely.
2 Press 9 for Mailbox Options and then press 1.
3 To review or change your name announcement, press 1 and follow the
prompts.
4 To review or change your personal greetings, press 2 and follow the
prompts.
Using the NBX NetSet utility, you can review or delete a personal greeting
or choose which of your recorded greetings to make active.
To hear or delete your personal greetings or choose your active personal
greeting from the NBX NetSet utility:
1 Log in to the NBX NetSet utility with your extension and password.
2 Go to NBX Voice Mail Settings > Personal Greeting.
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32
CHAPTER 4: NBX MESSAGING
3 Select a greeting.
a Click Select to choose the greeting as the active greeting.
b Click on the greeting identifier in the Number column to hear the
greeting.
c Click Delete to delete the greeting. You cannot delete greeting
number 1; you can re-record it through the phone.
d Click Apply to apply your changes or Reset to deselect the active
greeting.
If you forget your password, the administrator can set it to be your
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
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 3101 or 3101SP Basic Telephone — The indicator bar
above the display panel is lit, and the display panel shows the number
of messages. Example: 3 Msgs 2 New.
■
■
On a 3Com 2101 Basic Telephone — The display panel shows the
number of messages. Example: 3 Msgs 2 New.
On an analog telephone — Pick up the handset. If you hear the
New Messages Tone (rapid stutter tone), you have new messages or
messages that you have listened to but have not yet saved or deleted.
For information on accessing NBX features from an analog telephone,
see the NBX Feature Codes Guide in the NBX NetSet utility.
■
In the NBX NetSet utility — Log in as a user. The list of your
messages appears on the My Messages > Voice Mailbox page. A
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Listening to NBX Messages
33
new message has a * next to it. A forwarded messages has -->Fw:
next to it.
Listening from Your To listen to your messages from your computer, you must have a way of
Computer playing audio files:
■
A USB audio device such as a USB headset and an operating system
that supports USB
OR
■
A sound card, an application such as Windows Media Player, and
either headphones or speakers
1 Log in to the NBX NetSet utility with your extension and password.
2 Go to My Messages > Voice Mailbox and select a message.
3 Click Listen.
4 The third-party application downloads the voice message and plays it.
5 To delete the message, select the message and then click Delete.
Listening from Your To listen to your messages from your own 3Com Telephone:
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 #.
your messages.
Listening from Any To listen to your messages from any 3Com Telephone other than your
Internal 3Com own within your NBX system:
Telephone
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 #.
your messages.
Listening from an To listen to your messages from an external telephone:
External Location
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34
CHAPTER 4: NBX MESSAGING
■
■
If you can dial your telephone extension directly — Press *
during your personal greeting. At the prompts, enter your extension
and password, and press #.
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 Use these buttons to manage your messages:
Messages
Press 1 to play or repeat the message.
Press 2 to save the message.
Press 3 to delete the message from your mailbox. You cannot retrieve a
message after you delete it.
chapter.
chapter.
Press 6 to listen to date, time, and sender information about the
Press 7 to back up 3–5 seconds in the current message.
Press 8 to pause the current message for up to 20 seconds.
Press 9 to move ahead 3–5 seconds in the current message.
Press # to move to the next message.
Press * to return to the main menu.
Information About To listen to date, time, and sender information about a message in your
Your Messages mailbox, press 6 during or after the message, and then press one of these
buttons:
Press 1 for date and time information.
Press 2 for sender information.
Press 4 to listen to the previous message.
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Replying to a Message
35
Replying to a
Message
You can send a reply to a voice mail message, provided that the NBX
system has received the necessary caller ID information.
If you receive a message that is marked Private, you can reply to the
originator, but you cannot forward the message to others.
To reply to a message after you listen to it:
1 Press 4.
If the message has been sent to more than one person, press 1 to reply
only to the sender or press 2 to reply to all of the recipients.
2 After the tone, record your reply.
3 Hang up, or press # for more options.
4 If you press #, press one of these buttons:
Press 1 to send your reply.
Press 2 to re-record your reply.
Press 3 to listen to your reply.
Press * to cancel your message.
Forwarding a
Message
You can forward most messages, with or without comments.
If you receive a message that is marked Private, you cannot forward it.
To forward a message:
1 Log in to your voice mailbox at your telephone or remotely.
2 Listen to a message that you want to forward, and press 5.
3 After the tone, record an introductory message and then press # OR if
you choose not to record a comment, press # when you hear the tone.
4 Optionally, press one of these buttons, OR proceed to step 5.
Press 2 to re-record your introductory comment.
Press 3 to listen to your introductory comment.
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36
CHAPTER 4: NBX MESSAGING
Press * to cancel your message.
5 When you are ready to forward the message, press 1.
6 Dial one of these destination numbers plus #:
■
■
■
The internal extension or mailbox number of the recipient
later in this chapter.)
■
A site code plus extension (to send to a user on another NBX system in
your organization). Example: neee or neeee (where n = one or more
site code digits and e = the extension digits on the other system).
For valid site codes in your organization, see your administrator.
7 To forward the message to several recipients, dial each destination
number followed by #.
8 After the last destination number and its #, press # again to send your
message.
9 Follow the prompts to delete or save the message you just forwarded.
Creating and
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.
Press 2 to re-record the message.
Press 3 to review the message.
Press * to cancel your message.
5 When you are ready to send the message, press 1.
6 Dial one of these destination numbers plus #:
■
The internal extension or mailbox number of the recipient
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Using Voice Mail Group Lists
37
■
■
later in this chapter.)
■
A site code plus extension (to send to a user on another NBX system in
your organization). Example: neee or neeee (where n = one or more
site code digits and e = the extension digits on the other system)
For valid site codes in your organization, see your administrator.
7 To send the message to several recipients, dial each destination number
followed by #.
8 After the last destination number and its #, press # again to send your
message.
Using Voice Mail
Group Lists
A Voice Mail Group, also called a mail group or mail list, is a collection of
extensions with a special “group number.” Use it to send a message to
everyone on the list at the same time.
A Voice Mail Group is not the same as an ACD Group, Hunt Group, or
Calling Group. See “Automatic Call Distribution Groups, Hunt Groups,
Viewing System System Voice Mail Groups can be set up by your administrator. You can
Groups send a message to everyone in a System Voice Mail Group by using * plus
the two-digit group number.
You can see a list of System Voice Mail Groups and the membership of
each group through the NBX NetSet utility.
To view System Voice Mail Groups:
1 Log in to the NBX Netset utility and go to NBX Voice Mail Settings >
System Group List. A list of System Group IDs and Names displays.
2 To view the membership of any group, click the Group ID. A list of the
system group members displays.
Creating Personal You can create your own Personal Voice Mail Group either through the
Groups telephone or through the NBX NetSet utility.
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CHAPTER 4: NBX MESSAGING
To create a personal voice mail list through the telephone:
1 Log in to your mailbox at your telephone or remotely.
2 Dial 9 for Mailbox Options.
3 Dial 3 for Group Lists, and then 2 for Create Group.
4 Dial a 2-digit number, 01–99, which becomes the Group Number.
5 After the tone, speak a name for the group, and press #.
6 Dial one of these numbers:
■
■
■
1 to save the group name and proceed to step 7
2 to change the group name and return to step 5
* to exit without saving
7 Dial one of these destination numbers plus #:
■
■
■
■
■
The internal extension or mailbox number of the recipient
Another personal or system group list number
A Voice Profile for Internet Mail (VPIM) extension
A site code plus extension (to send to a user on another NBX system in
your organization). Example: neee or neeee (where n = one or more
site code digits and e = the extension digits on the other system)
For valid site codes in your organization, see your administrator.
8 When you have added all of the destination numbers, press:
■
■
■
1 to save the group list
2 to cancel creating the group
** to return to the previous menu
OR hang up.
To create a Personal Voice Mail List through the NBX NetSet utility:
1 Log in to the NBX NetSet utility and go to NBX Voice Mail Settings >
Personal Group List. You see a list of your current personal voice mail
groups with Group IDs and Group Names.
2 Click Add.
3 Enter a Group ID, a number from 01–99 that is not used for a current
group.
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Using Voice Mail Group Lists
39
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 You can review your Personal Voice Mail Groups, add members, or delete
Deleting Personal a group from the telephone or from the NBX NetSet utility.
Groups
To review or modify a Personal Voice Mail Group from the telephone:
1 Log in to your mailbox at your telephone or remotely.
2 Dial 9 for Mailbox Options.
3 Dial 3 for Group Lists.
4 Press 1, 3, or 4:
Press 1 to review your list of groups.
Press 3 to delete a group.
Press 4 to add or delete group members. See step 5.
Press * to return to the main menu.
5 To add members to a group or delete members from one, press 4.
a To add one or more members to the group, dial one of these
destination numbers plus #:
■
■
■
■
■
The internal extension or mailbox number of the recipient
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.
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40
CHAPTER 4: NBX MESSAGING
6 When you have added or deleted all of the destination numbers, press:
■
■
■
1 to save the modified group list
2 to cancel this modification to the group
** to return to the previous menu
OR hang up.
To review or modify a Personal Voice Mail Group from the NBX NetSet
utility:
1 Log in the NBX NetSet utility and go to NBX Voice Mail Settings >
Personal Group List. You see a list of your current personal voice mail
groups.
2 Select the group to review or modify.
3 Click Modify.
4 You can change the Name for the group.
5 You can enter any VPIM extensions in the VPIMs box.
6 You can select members from the Non-Members list and move them to
the Members list by clicking the left arrow. OR select members from the
Members list and move them to the Non-Members list by clicking the
right arrow.
7 Click Apply and OK to complete your changes.
To delete a Personal Voice Mail Group from the NBX NetSet utility:
1 Log in to the NBX NetSet utility and go to NBX Voice Mail Settings >
Personal Group List. You see a list of your current personal voice mail
groups.
2 Select the group to delete.
3 Click Remove.
4 Click Yes to confirm.
Marking a Message
When you compose a voice message, you can select Private or Urgent
as 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.
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Other Ways to Manage Your Voice Mail Messages
41
■
Urgent Messages — Places the message at the beginning of the
recipient’s message queue. Urgent messages are heard first.
2 In step 4 of those instructions, press 9.
3 To mark the message Urgent, press 1. To mark the message Private,
press 2.
4 To send the marked message, press 1, or listen to the prompts for other
choices.
Other Ways to
Manage Your Voice
Mail Messages
You can listen to and, in some configurations, delete your voice messages
from within an e-mail application or a messaging application using your
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 When you designate your mailbox as a greeting-only mailbox, callers hear
Mailbox your personal greeting but they cannot leave a voice mail message.
To change your voice mailbox to a greeting-only mailbox, log in to the
NBX NetSet utility and go to NBX Voice Mail Settings > Personal
Greeting. Select the Greeting Only Mailbox.
Examples:
■
When you take an extended leave of absence, you can create a
personal greeting with your scheduled date of return and whom to
call during your absence. Callers can be transferred but are unable to
leave voice messages for you. When you return, clear the Greeting
Only Mailbox check box so that callers can leave messages again.
■
If you are a teacher, you can create a new personal greeting on the
school’s NBX system every day to explain homework assignments.
Students call in to the greeting-only mailbox to get the homework
information but cannot leave a message for you on this mailbox.
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42
CHAPTER 4: NBX MESSAGING
■
If you are the administrator, you can create a greeting-only mailbox
and use the personal greeting to post information for employees, such
as a notice that the offices are closed because of bad weather.
When you create the personal greeting, remember to tell callers that they
cannot leave messages in this voice mailbox. For instructions on changing
the personal greeting, see “Changing Your Name Announcement and
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
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
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Other Kinds of Mailboxes
43
assigns to the appropriate sales people the ability to listen to, forward,
or otherwise handle all messages that are directed to the group
mailbox.
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44
CHAPTER 4: NBX MESSAGING
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STANDARD FEATURES
5
This chapter describes standard features of the NBX® Telephones. It
covers these topics:
■
■
■
■
■
■
■
■
■
■
■
For help on accessing NBX features from an analog telephone or a
third-party, SIP-based IP Telephone, see the applicable NBX Feature Codes
Guide in the NBX NetSet™ utility.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of the
instructions in this chapter.
Answering a Call
To answer an incoming call, pick up the handset If you are using a
3Com® 3101SP Basic Telephone, you can press
(Speaker).
An unanswered call on any telephone on the NBX system is forwarded to
the call coverage point that you specify in the NBX NetSet utility Call
Forward > Call Forward or Call Forward Override page. To specify the
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46
CHAPTER 5: STANDARD FEATURES
number of times that your telephone rings before the call is forwarded or
to specify where you want the call to go, see “Forwarding Incoming
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 On 3Com 3101 and 3101SP Basic Telephones, when a new call arrives
Second Call while you are on a call:
1 Press
to put the current call on hold.
2 Press the Access button for the line on which the new call is arriving.
3 To return to the earlier call, hang up the new call, or put it on hold, or
transfer it, and then press the Access button for the original call.
lines.
Table 7 Managing Multiple Calls on the 3Com 2101 Basic Telephone
Line A
Line B
How to Manage New Calls
Active call
Ringing
To answer the incoming call, press Call Toggle. (If
you do not answer, the system sends the second call
to your call coverage point.)
Active call
On hold
On hold
Ringing
To toggle to the call that is on hold, press Call
Toggle. To return to the first call, press Call Toggle.
If you have placed one call on hold:
■
And you do not hang up the handset, and the
other line rings, press Call Toggle to return to the
call on hold. Then press Call Toggle to answer
the incoming call.
■
And you do hang up the handset and the other
line rings, pick up the handset to connect to the
incoming call. Press Call Toggle to switch calls.
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Using the 3Com Telephone Display Panel
47
Table 7 Managing Multiple Calls on the 3Com 2101 Basic Telephone
Line A
Line B
How to Manage New Calls
On hold
On hold
If you have placed two calls on hold:
■
And you do not hang up the handset, press Call
Toggle to return to the call you most recently
placed on hold. Then press Call Toggle again to
return to the line you first placed on hold.
■
And you do hang up the handset, pick up the
handset to return to the call you most recently
placed on hold. Then press Call Toggle to be
connected to the line you first placed on hold.
Active or on
hold
On hold
If a third call comes in while you have one active call
and one on hold, or two calls on hold, the system
forwards the third caller directly to your call
Chapter 5 for call forwarding details.
Basic Telephone’s display panel during these calls.
Using the 3Com
Telephone
Display Panel
Use the telephone display panel of your 3Com telephone to dial a
number:
■
Call Logs — The logs of the most recent calls to and from your
telephone (Missed Calls, Answered Calls, Dialed Calls).
■
■
Directory — A list of the users on your system and their extensions.
Personal Speed Dials — A list of personal speed dial numbers that
you have set in the NBX NetSet utility Directory > Personal Speed
Dial page.
■
System-wide Speed Dials — A list of the system-wide speed dial
numbers set by your administrator. You can view and print these
numbers in NBX NetSet utility Directory > System-Wide Speed Dial
page.
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48
CHAPTER 5: STANDARD FEATURES
To access the display panel lists:
1 Pick up the handset. Press the up or down scroll key to the right of the
display.
On 3Com 3101 and 3101SP Basic Telephones, you can press a scroll key,
select a number, and dial without picking up the handset. The 3101 Basic
Telephone does not support speaker phone operation. With the 3101,
you must use the handset to speak to the person on the call.
2 Use the scroll buttons to move through the lists. When you see the list
that you want to use, press the button under Slct (Select).
3 Use the scroll keys to move to the name or number that you want to call.
Verify that the cursor is at the entry you want, and press the button under
Slct.
4 To move back to the previous menu, press the button under Back.
5 To leave the lists entirely, press the Exit soft button. OR press an Access
button that is programmed for Release. OR hang up.
Tips on After you press the up or down scroll key (3102 and 3102B Business
Using the Lists Telephone scroll keys shown), if you do not select an item immediately,
the display alternates between the list:
Call Logs
Directory
and the menu choices:
Select an entry
Slct | Back | Exit
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Dialing a Call
49
In the user directory, names appear in alphabetical order, by last name.
The system updates the directory when the administrator adds or
removes users.
Lee Man Yee
Lee Margaret
In the user directory, to move quickly to the first name that begins with a
particular letter, you can use the key pad. Example: Press 3 to show the
first name that begins with D; press 3 twice to move to the first name
that begins with E; press 3 three times to move to the first name that
begins with F. Then scroll up or down to the name that you want.
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. On 3101SP Basic Telephones, you can press the
button. You hear the dial tone. If necessary, select an internal line.
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
button, press it again to end the call.
For details about placing calls to remote or branch offices, see “Dialing a
An External Call To dial an external call:
1 Pick up the handset. On 3101SP Basic Telephones, you can press the
button. You hear the dial tone. If necessary, dial 9, 8 or whatever to
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50
CHAPTER 5: STANDARD FEATURES
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.
3 When you finish speaking, hang up the handset. If you pressed the
button, press it again to end the call.
Redialing a Call On a 3Com Basic Telephone:
Pick up the handset and then press Feature + 401 to dial the most
■
recent number that you dialed.
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
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 You can choose when to forward calls:
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.
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Forwarding Incoming Calls
51
■
■
Call Forward No Answer — Forwards unanswered incoming calls to
a call coverage point when your phone rings for a specified number of
rings.
Call Forward Busy — Forwards incoming calls to a call coverage
point when your phone is busy.
If you have multiple lines, all lines must be in use in order for Call
Forward Busy to engage.
■
Call Forward All — Forwards all incoming calls without ringing to a
call coverage point regardless of the state of your phone.
Use this feature when, for example, you plan to be away from your
phone for an extended period of time.
Setting Call Forward You can set call forwarding from your telephone. You choose the
from the Telephone condition for call forwarding (default, no answer, busy, or all) and the
destination. When you specify an external telephone number as the
destination, start by entering a 9 or 8 or whatever is required to access an
outside line. Example: 912815551212 dials (281) 555-1212. You can
enter a * if a pause is required between an access code and a destination
number.
The number that you choose may be limited by your call permissions. To
view your permissions, log in to NBX NetSet utility and go to My Calling
Privileges > Call Permissions.
From the telephone, you can set call forwarding using feature codes. Use
the NBX NetSet utility to see your call forwarding settings. You or your
administrator can also set programmable access buttons for call
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.
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52
CHAPTER 5: STANDARD FEATURES
On a 3Com Basic Telephone:
1 Pick up the handset.
2 Press Feature + 440.
3 To turn off FWD MAIL, pick up the handset and press Feature + 440
again.
To set your default call forwarding destination, use the NBX NetSet utility.
To prevent the telephone from ringing even once, use the Do Not Disturb
Call Forward No Answer, Call Forward Busy, and Call Forward All override
this Forward to Mail setting if they are in effect. If you turn off Forward to
Mail and no other call forward options are in effect, unanswered calls still
go to your default call coverage point but after the number of rings
specified in the NBX NetSet utility Call Forward > Call Forward page.
To view your current Forward to Mail setting, log in to NBX NetSet utility
and go to My Calling Privileges > Feature Settings and see the status
for Forward All Calls to VM.
Call Forward No Answer
To set Call Forward No Answer:
1 Pick up the handset, and press Feature + 466.
#
2 Dial the number that you want to forward calls to and press . If the
#
display shows the destination number you want, just press to accept it.
3 To turn off Call Forward No Answer, pick up the handset and press
Feature + 466 again.
You can specify the number of rings before the call is forwarded by
logging in to the NBX NetSet utility and selecting the Call Forward >
Call Forward Override page. You specify the number of rings under the
Call Forward No Answer selection.
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Forwarding Incoming Calls
53
Call Forward Busy
To set Call Forward Busy:
1 Pick up the handset, and press Feature + 467.
#
2 Dial the number that you want to forward calls to and press . If the
#
display shows the destination number you want, just press to accept it.
3 To turn off Call Forward Busy, pick up the handset and press Feature +
467 again.
Call Forward All
To set Call Forward All:
1 Pick up the handset, and press Feature + 465.
#
2 Dial the number that you want to forward calls to and press . If the
#
display shows the destination extension you want, just press to accept
it.
3 To turn off Call Forward All, pick up the handset and press Feature + 465
again.
To set Call Forward All from the display panel:
1 Scroll to CFWD ALL on the display panel.
2 Press the Set soft button to select CFWD ALL.
3 Press the Set soft button again.
4 If the telephone number you want was entered previously and displays,
#
press to accept it. Otherwise, enter the telephone number to forward
#
calls to and press .
To cancel Call Forward All from the display panel:
1 Scroll to CFWD ALL on the display panel.
2 Press the Set soft button to select CFWD ALL.
3 Press the Set soft button again to select Cancel CFWD ALL.
Setting Call Forward From the NBX NetSet utility, you can set default call forwarding or choose
from the NBX NetSet to override the default with a condition for call forwarding (No Answer,
Utility 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
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54
CHAPTER 5: STANDARD FEATURES
enter a * if a pause is required between an access code and a destination
number.
Default
The Call Forward page defines basic call forwarding. You choose from
four destinations: voicemail box, a phone number, the automated
attendant, or disconnection. You can override these settings on the Call
Forward Override page or by making changes on the telephone.
To set the default call forwarding:
1 Log in to the NBX NetSet utility and go to Call Forward > Call Forward.
2 Select the number of rings you want the caller to wait before the call
coverage point is activated.
3 Select the call coverage point:
■
If you select Forward to voicemail box, the caller can leave a
message.
■
If you select Forward to phone number, enter that extension or
external phone number in the box.
The number that you choose may be limited by your call permissions. To
view your permissions, go to My Calling Privileges > Call Permissions.
The selection for Forward to phone number specifies where you
want to forward calls that are not answered at your internal extension.
If you check the box below the Forward to phone number, calls that
are unanswered at the number you forward them to are passed on to
your choice of:
■
User Voicemail — Your voicemail box
■
Default Menu — The default automated attendant, usually
extension 500
■
VoiceMail AA— The default system voicemail, usually extension
501
If you leave the box unchecked, calls that are unanswered at the
number you forward them to are passed on to the destination
specified for that number. This setting can result in having your calls
forwarded to another person’s voicemail or to a loop of forwarding
where the call is never answered.
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Forwarding Incoming Calls
55
■
If you select Automated Attendant, you can choose to forward calls
to your choice of:
■
Default Menu — The default automated attendant, usually
extension 500
■
VoiceMail AA — The default system voicemail, usually extension
501
■
If you select Disconnect (no coverage), the system disconnects an
incoming call if it is not answered after the specified number of rings.
4 Click Apply to enter your changes.
Override
To set the call forward override:
1 Log in to the NBX NetSet utility and go to Call Forward > Call Forward
Override.
2 Select your call forward conditions:
■
If you select Call Forward All, calls will not ring at all on your
extension and will be immediately forwarded to the extension or
external phone number you specify in the box.
■
If you select the next button, you can select either or both of the
following conditions:
If you select Call Forward Busy, calls will not ring at all when all of
your lines are busy and will be immediately forwarded to the extension
or external phone number you specify in the box.
If you select Call Forward No Answer, calls ring the number of times
you specify in the rings box. If they are not answered then, they will be
forwarded to the extension or external phone number you specify in
the box.
■
If you select No action, call forwarding follows the specifications of
the Call Forward page.
3 Click Apply to enter your changes.
Call Forward Five features can interact to affect call forwarding: Forward to Mail, Call
Precedence 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:
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56
CHAPTER 5: STANDARD FEATURES
■
■
If Call Forward All is enabled, all calls are immediately forwarded to
the Call Forward All destination. All other feature settings are ignored.
If Do Not Disturb is enabled and Call Forward All is not enabled, all
calls are immediately forwarded to the Call Forward Default
destination. All other feature settings are ignored.
■
■
■
■
If Call Forward Busy is enabled and Call Forward All and Do Not
Disturb are not enabled, all calls received when this extension is busy
are immediately forwarded to the Call Forward Busy destination. All
other feature settings are ignored.
If Call Forward No Answer is enabled and Call Forward All and Do Not
Disturb are not enabled, all calls received when this extension is not
busy are forwarded to the Call Forward No Answer destination after
the specified number of rings. All other feature settings are ignored.
If Forward to Mail is enabled and Call Forward All, Do Not Disturb, Call
Forward No Answer, and Call Forward Busy are not enabled, all calls
received when this extension is not busy are forwarded to the Call
Forward Default destination after one ring.
If no call forwarding settings are enabled, all calls received this
extension is busy are immediately forwarded to the Call Forward
Default destination. If this extension is not busy, all calls are forwarded
to the Call Forward Default destination after the number of rings
specified in the Call Forward Default page of the NBX NetSet utility.
Putting a Call
on Hold
You can put a call on hold for any reason.
On 3Com 3101 and 3101SP Basic Telephones:
1 Press the
button.
2 To return to the call, press the appropriate Access button.
On a 3Com 2101Basic Telephone:
1 Press the Hold button.
2 To return to the call, press the Call Toggle button.
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Putting a Call on Hold
57
Dialing Another Call You can place a call on hold to dial a new call,
On 3Com 3101and 3101SP Basic Telephones:
1 Press the
button.
2 Press one of the Access buttons that is currently not being used.
3 When you hear dial tone, dial the second call.
On a 3Com 2101 Basic Telephone:
1 Press the Hold button.
2 To obtain dial tone to make the second call:
■
If you did not hang up the handset, press and release the hook switch.
If you did hang up the handset, pick it up again.
■
3 When you hear dial tone, dial the second call.
More Than One Call The number of simultaneous calls that you can have on your 3Com
Telephone is limited by the number of Access buttons that are defined for
your extension. The default is the first two Access buttons on the left of
3101 and 3101SP Basic Telephones. Your administrator can verify the
number and location on your telephone.
To place more than one call on hold on a 3Com 3101 or 3101SP Basic
Telephone:
1 To place the current call on hold, press the
button.
■
To make a call, press one of the Access buttons that is currently not
being used. When you hear dial tone, dial the call.
■
To receive a call, locate the flashing status light that indicates the
incoming call and press the associated Access button.
2 To place the new call on hold, press
.
3 To return to either call, press the appropriate Access button.
4 To place or receive another new call, repeat the previous steps.
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58
CHAPTER 5: STANDARD FEATURES
To place more than one call on hold on a 3Com 2101 Basic Telephone:
1 Press the Hold button.
2 Make or receive a new call:
■
To obtain dial tone and make a second call:
■
If you did not hang up the handset, press and release the hook
switch.
■
If you did hang up the handset, pick it up again.
When you hear dial tone, dial the second call.
To answer a call:
■
■
If you did not hang up the handset, press the Call Toggle button.
If you did hang up the handset, pick it up again.
■
3 To place the second call on hold, press the Hold button.
On a 3Com 2101 Basic Telephone, you can place at most two calls on
hold.
On the 3Com 2101 Basic Telephone, if you have placed two calls on hold:
■
And you did not hang up the handset, press Call Toggle to return to
the call that you most recently put on hold. Then press Call Toggle
again to put that call on hold and return to the second call.
■
And you did hang up the handset, pick up the handset to return to
the call that you most recently put on hold. Then press Call Toggle to
put the call on hold and return to the second call.
Transferring a Call
When you answer an incoming telephone call, the Transfer feature allows
you to send that call from your telephone to any other internal line or, if
your call permissions allow, to an outside line. To view your permissions,
log in to the NBX NetSet utility and go to My Calling Privileges > Call
Permissions. Your administrator can change your call permissions.
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Transferring a Call
59
Announced Before you complete a transfer, you can announce to the recipient that
(Screened) Transfer 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.
3 When the recipient answers, announce the call.
■
If the recipient wants to take the call, press Transfer again to
complete the transfer. Hang up the handset.
■
If you are on a 3Com 3101 or 3101SP Basic Telephone and the
recipient does not want to take the call, retrieve it by pressing the
Access button on which the call originated.
■
If you are on a 3Com 2101 Basic Telephone and the recipient does not
want to take the call, press and release the hook switch to disconnect
the attempted transfer, and then retrieve the original call by pressing
Call Toggle.
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.
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.
3 As soon as you hear a full ring, press the Transfer button and hang up.
(If you press the Transfer button too soon after you dial the number, the
transfer may not occur.)
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60
CHAPTER 5: STANDARD FEATURES
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 Basic Telephone:
1 While you are on a call, press Feature + 441.
2 Dial the voice mail extension of the person to whose voice mailbox you
want to transfer the call.
3 Hang up the handset.
Establishing a
Conference Call
Depending on the type of telephone you have, you can establish a
Conference Call with up to four parties, including yourself. You must be
using a telephone on the NBX system to establish the call. The other one
to three parties can be any combination of internal and external parties.
If the NBX has SIP (Session Initiation Protocol) enabled, you are limited to
three-party Conference calls, including yourself, unless your NBX system
is configured with a 3Com SIP Conference Server. For more information
on making Conference calls with SIP enabled, see your NBX administrator.
On 3Com Basic Telephones, you must use the Feature Code.
From a 3Com Basic Telephone, follow these steps:
1 Dial a call, or receive a call from someone else. Two parties are now on
the call.
2 While on the call, press Feature + 430. The system selects a new line and
places the first party on hold.
3 Dial a call to an internal or external third party.
■
For an announced conference, wait for the third party to answer the
call, and then press Feature + 430 again.
■
Until you press Feature + 430 the second time, the second party
remains on hold, and you may converse with the third party
privately.
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Establishing a Conference Call
61
■
For a blind conference, press Feature + 430 immediately after you
dial the number. You return to the conference, and you and the
second party hear the called party’s telephone ringing.
If the third party answers, three parties are now in the conference call.
If the third party is internal and does not answer, the attempt to
conference that party is cancelled. You cannot establish a conference call
with an NBX user’s voice mailbox.
4 Repeat steps 2 and 3 to conference in a fourth party.
■
On a 3101SP Basic Telephone, you can press the
speaker phone operation.
button to activate
■
You can turn off the microphone or the mouthpiece on the handset
by pressing the button (3101, 3101SP). The other parties cannot
hear you, but you can hear them.
■
Telephones.
Disconnecting the Use the Conference Drop feature to disconnect the last person that you
Last Person add to a conference call. This feature is helpful if, when you add a party,
That You Called 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 the Attendant
Console to be a Conference Drop button.
On a 3Com 2101 Basic Telephone or a telephone that does not have a
button programmed for Conference Drop:
1 Press Feature + 431.
2 The system returns you to the others who are in the conference call.
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62
CHAPTER 5: STANDARD FEATURES
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.
Using Camp On
Camp On allows you to queue a transferred call on to an NBX destination
extension that is already in use. When the destination extension becomes
available, the system automatically rings that extension.
While a call is camped on, the caller hears either Music On Transfer (MOT)
or silence if no music is provided. The destination extension becomes
available when the user ends the current call or puts the current call on
Hold.
You initiate a Camp On call through Feature code 468 or a programmed
system access button depending on the type of NBX telephone you have
and how it is configured.
Examples 1 and 2 show two different ways for a user to initiate Camp
On.
Example 1: Camp On With Call Transfer
The user at extension 1001 calls the user at extension 1002, who then
transfers the call to extension 1003. But the user at extension 1003 is on
another call. (The display panel of the extension 1002 telephone shows
“On Another Call.”) So the user at extension 1002 initiates the Camp On
call, and then hangs up. The user at extension 1001 remains on hold
while the user at extension 1003 hears a tone that indicates a caller is
camped on. As soon as extension 1003 is available, extension 1003 rings
with a call from extension 1001.
In this example, the user at extension 1002 initiates Camp On after
initiating a screened call transfer.
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Using Camp On
63
In contrast, Example 2 shows how a user can initiate Camp On to directly
queue a transferred call on to a destination extension that is in use or
busy without using the call transfer feature.
Example 2: Direct Camp On
The user at extension 1001 calls the user at extension 1004, who
determines that extension 1005 is busy and cannot take the call (meaning
all of its system access lines are in use). So instead of transferring and
dropping the call to the call coverage for extension 1005, extension 1004
initiates the Camp On call and then hangs up. The user at extension 1001
remains on hold while the user at extension 1005 hears a tone that
indicates a caller is camped on. As soon as extension 1005 is available,
extension 1005 rings with a call from extension 1001.
In this example, the user at extension 1004 simply initiates Camp On after
receiving the call from extension 1001.
Initiating Camp On If you have a 3Com Basic, Business, or Manager Telephone, or Attendant
With Call Transfer Console, you can initiate Camp On with Call Transfer to queue a call to
an in use destination extension.
1 While on a call, initiate a (screened) call transfer as described in
2 When you see “On Another Call” on your display panel for the
destination extension, press Feature + 468 (or press the Camp On
Access button if one is programmed on your telephone).
■
If the Camp On attempt is successful, the call originator remains on
hold while the destination extension receives a Call Waiting tone.
When the party on the destination extension becomes available, the
camped on call rings on the destination extension. Or, if the
destination party remains unavailable and the Camp On Return
Interval expires, the call is returned to you. See “More About Camp
■
If the Camp On attempt is not permitted, the call originator remains
on hold while the message “Not Allowed” or “Camp On In Use”
this chapter.
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CHAPTER 5: STANDARD FEATURES
Initiating Direct You can initiate Camp On to directly queue a call on to a destination
Camp On extension that is in use or busy.
On a 3Com Basic or Business Telephone or Attendant Console:
1 While on a call, press Feature + 468 (or press the Camp On Access
button if one is programmed on your telephone).
You are prompted to enter the Camp On destination extension.
2 Enter the three-digit or four-digit extension that you want to Camp On.
■
If the Camp On attempt is successful, the call originator remains on
hold while the destination extension receives a Call Waiting tone.
When the party on the destination extension becomes available, the
camped on call rings on the destination extension. Or, if the
destination party remains unavailable and the Camp On Return
Interval expires, the call is returned to you. See “More About Camp
■
If the Camp On attempt is not permitted, the message “Not Allowed”
or “Camp On In Use” appears on your display panel. See “More
More About These usage tips and limitations apply to Camp On:
Camp On
■
A system-wide Camp On Return Interval determines how long a caller
can stay camped on to an extension. The default Camp On Return
Interval is 180 seconds (three minutes). The NBX administrator can
configure it to be anything from 30 seconds to 10 minutes. If the
Camp On Return Interval expires, the camped call is returned to the
originator of the Camp On. For example, extension 1001 calls
extension 1002, and the call is then camped onto extension 1003 and
extension 1002 hangs up. Extension 1003 stays busy. When the Camp
On Return Interval expires, extension 1002 starts ringing. If the user at
extension 1002 does not answer the call, the call goes to the call
coverage for extension 1002.
■
■
You can initiate a Camp On call only to an internal NBX extension.
However, the originating call can originate from either an external or
internal number.
An extension can only have one Camped On call in its queue. If
another Camp On attempt is made to this extension, the message
“Camp On In Use” is displayed at the telephone attempting to initiate
the Camp On.
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Using Camp On
65
■
You cannot initiate a Camp On call to:
■
■
■
■
■
An ACD extension
A Hunt Group extension
A TAPI RoutePoint extension
A Call Park extension
A Phantom extension
■
■
You cannot initiate a Camp On call to a device connected to an Auto
Attendant or Voicemail.
You can use either System-wide Speed dials (SSDs) or Personal Speed
Dials (PSDs) that are mapped to a valid extension as an alternative to
manually dialing the Camp On destination extension.
■
■
If Call Forward All or Do Not Disturb is enabled on the Camp On
destination extension, the message “Not Allowed” is displayed at the
telephone attempting to initiate the Camp On.
The condition of the destination extension at the time you initiate
Camp On determines the following:
■
■
■
If the Destination Extension is In Use — One or more (but not
all) of its system appearance lines are presently being used. In this
condition, you can use either Camp On with Call Transfer or Direct
Camp On to queue a call on to the destination extension.
If the Destination Extension is Busy — All of its system
appearance lines are presently being used. In this condition, you
can use only Direct Camp On to queue a call on to the destination
extension.
If the Destination Extension is Available — Instead of queuing
the call, both Camp On with Call Transfer and Direct Camp On act
■
■
If you have an NBX Entry telephone or an analog telephone you can
use only Direct Camp On to queue a call on to the destination
extension.
If you are using Camp On with Call Transfer and the destination
extension has its Call Coverage set to Disconnect, after the transfer
times out, you receive a busy tone. You can now initiate Camp On to
the destination extension.
For additional tips and considerations on using Camp On, see your NBX
system administrator.
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66
CHAPTER 5: STANDARD FEATURES
Using Automatic
Callback
Automatic Callback allows you to request a call back ring from a
destination extension that is in use or unanswered. The NBX system
attempts to connect you when the called party at that extension becomes
available.
On an NBX telephone, the Automatic Callback feature is helpful when:
■
The person you are calling is on another call and you want the system
to generate a call back ring as soon as this person is available.
■
The person you are calling does not answer the call and you want the
system to generate a call back when this person is available.
You initiate an Automatic Callback through Feature code 469 or a
programmed system access button depending on the type of NBX
telephone you have and how it is configured.
Initiating Automatic You can initiate Automatic Callback while making a direct call to an
Callback extension that is in use or unanswered.
On a 3Com Basic or Business Telephone or Attendant Console:
1 While on a call to an extension that is in use or unanswered, press
Feature + 469 (or press the Automatic Callback Access button if one is
programmed on your telephone).
2 Disconnect from the call.
■
If the Automatic Callback attempt is successful, the message
“Callback Extension XXX” appears on your display panel.
When the party on the destination extension becomes available, you
receive a call back ring. When you answer this call back, the
destination extension rings and your call then can be connected.
■
If the Automatic Callback attempt is not permitted, the message “Not
Allowed” appears on your display panel. See “More About Automatic
If the party on the Automatic Callback destination extension does not
return your call within the time set by the Automatic Callback Return
Interval, the system cancels the Automatic Callback request. For more
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Using Automatic Callback
67
More About These usage tips and limitations apply to Automatic Callback:
Automatic Callback
■
An Automatic Callback Return Interval, set by the NBX NetSet
administrator, determines the maximum amount of time you can wait
for a call back. The range for this timer is 1 minute to 24 hours with
the default being 12 hours. If the Callback is not received within this
time, the system cancels the Callback.
■
■
An extension can have up to five Automatic Callback requests
assigned to it. Return call backs are generated in the order that they
were received (FIFO).
Events that generate a call back from the destination extension
include:
■
■
■
■
Entering a feature code followed by an on-hook event
Invoking Directory followed by an on-hook event
Going off-hook then on-hook
Using Feature + 111 to terminate a session
■
You cannot initiate an Automatic Callback to:
■
■
■
■
■
■
■
An external number
An ACD extension
A Hunt Group extension
A TAPI RoutePoint extension
A Call Park extension
An extension receiving a transferred call
A Phantom extension
■
■
You cannot initiate Automatic Callback to a device connected to an
Auto Attendant or Voicemail.
If Call Forward All or Do Not Disturb is enabled on the Automatic
Callback destination extension, the message “Not Allowed” is
displayed at the telephone attempting to initiate the Automatic
Callback.
For additional tips and considerations on using Automatic Callback, see
your NBX system administrator.
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68
CHAPTER 5: STANDARD FEATURES
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
■
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 (3Com 3101SP Basic Telephone) — 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
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PERSONALIZING YOUR TELEPHONE
6
Your Networked Telephony System has many features that can make your
telephone easier to use. This chapter describes:
■
■
■
■
■
■
■
■
■
For help on accessing NBX features from an analog telephone, see the
NBX Feature Codes Guide for Analog Telephones in the NBX NetSet™
utility. For how to set up your NBX NetSet utility password for the first
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
■
■
If your telephone does not have a button programmed for Feature,
ask your administrator to program one.
Because your administrator determines whether some of the features
that are described in this chapter are available for your telephone or
for the entire system, some of these features may not be available to
you.
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70
CHAPTER 6: PERSONALIZING YOUR TELEPHONE
■
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.
■
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 the NBX NetSet utility and go to Telephone Programming >
Ringer Tones.
3 Click each of the nine Ringer Tone Settings to hear the choices.
4 Select the number of the tone that you want.
5 Click Apply.
When you choose Silent Ring, the status light or display panel icon flashes
when a call arrives, but the telephone never rings. A headset attached to
the headset connector of a 3102 or 3102B Business Telephone also plays
a tone audible only through the headset.
User Button
Mapping
You can map the buttons of your own 3Com Basic, Manager, or Business
Telephone if your NBX administrator enables this feature for your user
group. You can also modify the button mappings for a telephone to
override group button mappings unless your administrator has locked a
particular feature or features. (A lock icon in the NetSet display indicates
whether the button can be remapped.) Call forwarding can occur when
locking is enabled.
To check if button mapping is available for your telephone, log in to the
NBX NetSet utility and go to My Calling Privileges > Call Permissions.
Button mapping is available if this feature is enabled.
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User Button Mapping
71
To set the button mappings for an individual telephone:
1 Go to Telephone Programming > Button Mapping
2 Click on the pull-down list next to the appropriate button in order to
select a feature from the list to associate with this particular button.
later in this chapter for tips and special considerations.
Table 8 User Button Mappings
Function
Button Description
For more information, see
Account Code
#
code you want, and press the key.
Automatic Callback
Camp On
While on a call to an extension that is in use or
to have the system generate a call back ring when the user
at that extension becomes available.
While on an active call, press this button and when
in use or busy extension to camp the call.
CFWD All
to toggle on and off the Call Forward All feature.
CFWD Busy
Press this button to enter a Call Forward Busy extension
and to toggle on and off the Call Forward Busy feature.
CFWD No Answer
Press this button to enter a Call Forward No Answer
extension and to toggle on and off the Call Forward No
Answer feature.
CLIR-All
Press this button to toggle on and off the Caller ID All (all
external calls) feature.
CLIR-Next
Call Toggle
Press this button to toggle on and off the Caller ID Next
(next external call only) feature.
For telephones other than the NBX Basic Telephone, which
has a dedicated Call Toggle button, press this button to
toggle between two calls.
Conference
For telephones that do not have a dedicated Conference
add parties to a conference call.
Conference Drop
Default
Press this button to drop the last person who joined the
conference call.
Indicates that this button has no mapping.
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
Table 8 User Button Mappings (continued)
Function
Button Description
For more information, see
Directory
Press this button to access the Name Directory, a list of
telephone users, displayed in the LCD window of your
telephone. The user can select a name from the list to dial it
automatically.
Do Not Disturb
Press this button to toggle on and off the Do Not Disturb
feature.
Extend Wrap-Up Time Press this button to extend the ACD Wrap-Up Time session “Extend Wrap-Up Time” in
duration. Wrap-Up Time must be enabled by the ACD
administrator. You can use this feature only once per call.
Feature
Flash
and then dialing the Feature Code.
For example, if a telephone does not have a button
programmed for Call Park, you can press the Feature
button, and then dial the Call Park Feature Code (444) to
access the Call Park feature.
If your NBX system is connected to a Central Office (CO) by
one or more Analog Line Card ports, and if the CO
provides a feature such as Call Waiting that requires a flash
signal, press this button 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, press this button again.
Fwd Vmail
Headset
Press this button to direct all incoming calls to your voice
utility Call Forward > Call Forward.
Press this button to toggle between headset and handset
usage.
“Using a Headset” in this
chapter
The Headset button mapping type is available only on
telephones that have a dedicated headphone jack, such as
the 3Com 3102 Business Telephone.
grp login/out 0–99
(0–29 on NBX 100)
in to or out of an associated Automatic Call Distribution,
Hunt, or Calling group.
Maps one of the group login/logout Feature Codes (login
numbers to this button. (Ask your administrator for what
login number to use.) Each login number logs you in or out
of the associated group.
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User Button Mapping
73
Table 8 User Button Mappings (continued)
Function
Button Description
For more information, see
Line/Extension
Use this button to map to the extension of another
telephone (to create a Busy Lamp/Speed Dial) or Analog
Terminal Adapter (ATA). (Only your administrator can map
this button to an external or call park extension.)
Number — Enter the extension (with no spaces or special
characters) associated with the telephone or ATA port.
Priority — Enter a number to identify which button has
precedence. The button with the lowest value becomes
active when you lift the receiver or press speaker.
MWI For VM
your mailbox.
Number — Enter the voice mailbox number (telephone
extension) when prompted.
MWI To Ph Send
MWI Cancel
Press this button to send an MWI message to any other
phone in the system that has a mapped MWI Retrieve
button with an associated LED.
Press this button to cancel and remove the most recent
be used to cancel the message.)
MWI Retrieve
Other
Press this button to retrieve MWI messages through the
LCD and the up or down arrow (scroll) buttons. The MWI
Retrieve mapped button has an associated LED, which
illuminates when a new MWI message has been received.
Lets you assign any feature code to this button.
Number — Enter the feature code number in this field.
Example: On the NBX 100, use Other to map the personal
speed dials from 11–99. In the Number field, enter an
extension from the personal speed dial extension range.
Personal speed dial 11 corresponds to extension 610.
You can also use Other to map Class of Service Override,
feature code 433, or Telephone Lock, feature code 432 to
a telephone button.
Park
the current call.
To retrieve a parked call from a Call Park extension, press
the Park button and then dial the extension on which the
call was parked.
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
Table 8 User Button Mappings (continued)
Function
Button Description
For more information, see
PG 482–531
Press this button to pick up a call on any extension in the
selected Pickup Group without dialing the Pickup Group
extension. Your telephone and the ringing telephone must
be part of the same Pickup Group unless the “Allow
Non-Member Pickup” check box is enabled for the group.
(PG 500-531 on
NBX 100)
To do this you must first identify a specific Pickup Group
extension and assign it to this button. If you are unsure
what extension to use, ask your administrator.
Pickup Group
Press this button and dial the Pickup Group extension to
pick up a call on any extension in the associated Pickup
Group. Your telephone and the ringing telephone must be
part of the same Pickup Group unless the “Allow
Non-Member Pickup” check box is enabled for the group.
PSD 1–99
chapter
The NBX system includes 100 Personal Speed Dials (PSDs).
(PSD 1-10 on NBX 100)
For the NBX 100, you can map the first 10 personal speed
dials using the Button Mappings window. To map the
remaining 90 personal speed dials, use the Other button
mapping, described earlier in this table.
You define the telephone numbers for each PSD in
Directory > Personal Speed Dial in the NBX NetSet
utility.
Redial
place a new call to the same number as the most recent call
made from this telephone.
Release
SSD 0–99
Press this button to disconnect the current call and leave
the telephone idle (on hook). This feature is useful if you
use a headset when you make calls.
“Using a Headset” later in this
chapter
Assigns a System Speed Dial (SSD) number to the button.
“Speed Dials” later in this
chapter
Both the SuperStack 3 NBX and the NBX 100 system
includes 100 System Speed Dials (SSDs), which can be
programmed by the administrator (NBX NetSet System
Configuration - Speed Dials).
(SSD 1–10 on NBX
100)
For the NBX 100, you can map the first 10 system speed
dials using the Button Mappings window. To map the
remaining 90 system speed dials, use the Other button
mapping, described earlier in this table.
Switch to DTMF
pulse dialing to tone dialing (DTMF). You cannot switch
from tone dialing back to pulse dialing during a call.
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User Button Mapping
75
Table 8 User Button Mappings (continued)
Function
Button Description
For more information, see
Transfer
WhisperPage
to initiate a WhisperPage session.
Wrap-Up Time
Press this button to activate the ACD Wrap-Up Time
session if this feature has been enabled by the ACD
administrator. You can extend the Wrap-Up Time session
duration by using the Extend Wrap-up Time feature.
Xfer Vmail
Press this button to transfer a caller directly to another
person’s mailbox.
Button Mapping The following notes apply to user button mapping.
Notes
■
Button Type Functions — Not all button type functions are available
on all models of telephones.
■
Priority and Number Fields — The use of Priority and Number fields
for button mapping depend on the selected button type function.
■
■
Ring Field — The Ring field used for button mapping allows you to
enable and disable ringing for a lone appearance button and to set
delayed ringing patterns. (See “Delayed Ringing” below.)
Busy Lamp/Speed Dial — A Busy Lamp/Speed Dial button is an
Access button where the Type field is set to Line/Extension and the
button is mapped so that it can function as a Speed Dial. When you
press the Busy Lamp/Speed Dial button, you dial the mapped
extension. When the other extension is in use, the lamp lights on your
telephone. For how to configure a Busy Lamp/Speed Dial button, see
■
■
Button Labels — You can use the NBX LabelMaker utility available
through the NBX NetSet utility to create and print labels for the
buttons on your telephone.
Delayed Ringing — The administrator can define a “ringing
progression” for a line mapped to multiple telephones. For example a
call could ring immediately at telephone 1, begin ringing at telephone
2 after 4 rings, and then begin ringing at telephone 3 after 8 rings.
Any of the telephones can pick up the call at any time, even if it has
not yet started ringing at a particular telephone.
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76
CHAPTER 6: PERSONALIZING YOUR TELEPHONE
Delayed Ringing works only when your administrator maps telephone
company lines directly to buttons on two or more telephones or
defines bridged station appearances. After that is done, you can alter
the delayed ringing pattern by changing the delay before ringing
occurs on the mapped line on your phone.
To edit a Delayed Ringing Pattern, go to Telephone Programming >
Button Mapping. The button mapped to the telephone line or
designated as a bridged extension will have the Type set to
Line/Extension
For the shared line appearance button, set the Ring box to the
behavior that you want. To have the telephone begin ringing after one
ring, select 1, after two rings, select 2. Select No to disable ringing
entirely. (The lamp still functions to indicate ringing/call status.) Do not
change the settings in the Type, Number, and Priority fields.
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.
Although 3101 and 3101SP Basic Telephones each have two Access
buttons that can be made available by your administrator for One-Touch
speed dial numbers, these buttons are mapped by default as a Feature
button and a Transfer button. Changing the settings for the Feature or
Transfer button greatly reduces your ability to use some of the NBX
features.
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.
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Speed Dials
77
If your administrator has assigned you to a group that allows you to
change your button mappings, log in to the NetSet utility and go to
Telephone Programming > Button Mapping to view or change the
current personal speed dial assignments for your telephone’s buttons. See
You can also map a personal speed dial ID number to one of the available
Access buttons on your telephone from the Directory > One-Touch
this chapter.
To assign or change a personal speed dial number:
1 Log in to the NBX NetSet utility and go to Directory > Personal Speed
Dial.
2 In the Personal Speed Dial page, select an unassigned speed dial ID
number, or select the speed dial ID number for which you want to change
the speed dial number.
3 In the Speed Dial Number text box, type the telephone number that
you want the system to dial when you use that ID number.
Include all of the prefix numbers that you would normally dial, such as a 9
or 8 or 1 to access an outside line, and, if necessary, the country code or
area code. Do not use spaces, hyphens, commas, or other nonnumeric
characters.
4 In the Account Code box, type an account code if it is required or useful
for calls to this destination.
5 In the Comment text box, type a brief description, usually a name, that
corresponds to the number.
6 After you have made all of your changes to the personal speed dials, click
Apply to complete your changes.
To use a personal speed dial:
1 Pick up the handset. If you are using a 3Com 3101SP Basic Telephone,
you can press
(Speaker).
2 Press the Feature button plus the 3-digit personal speed dial code for the
number that you want to call. Or scroll to Personal Speed Dials on the
display panel, press Slct, scroll to the number that you want to dial, and
press Slct again.
If you dial a speed dial code that has no number assigned to it, the display
panel on your telephone shows the message “No number stored.”
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
System-wide Your administrator can set up to 100 system-wide speed dials (using ID
Speed Dials 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.
If your administrator has assigned you to a group that allows you to
change your button mappings, log in to the NetSet utility and go to
Telephone Programming > Button Mapping to view or change the
current system-wide speed dial assignments for your telephone’s buttons.
You can also map a system-wide speed dial ID number to one of the
available Access buttons on your telephone from the Directory >
Speed Dials” next.
To use a system-wide speed dial:
1 Pick up the handset. If you are using a 3Com 3101SP Basic Telephone,
you can press
(Speaker).
2 Press the Feature button plus the 3-digit system-wide speed dial ID code
for the number that you want to call. Or scroll to System Speed Dials on
the display panel, press Slct, scroll to the number that you want to dial,
and press Slct again.
If you dial a speed dial code that has no number assigned to it, the display
panel on your telephone shows the message “No number stored.”
Special Case: One-Touch speed dials use Access buttons.
One-Touch
Speed Dials
Use either the One-Touch or the Personal speed dial page to assign or
change the One-Touch speed dial numbers on your telephone. If you
make a change in one page, it appears in the other page. See “Personal
Although 3101 and 3101SP Basic Telephones each have two Access
buttons that can be made available by your administrator for One-Touch
speed dial numbers, these buttons are mapped by default as a Feature
button and a Transfer button.
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Speed Dials
79
To add or change a One-Touch speed dial on an available Access button:
1 Log in to the NBX NetSet utility and go to Directory > One-Touch
Speed Dial.
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 to complete your changes.
If you make a change in this page, the change also appears in the
chapter.
Printing You may find it useful to have a paper list of personal or system speed
Speed Dial Lists dials. To print a list of speed dials:
1 Log in to the NBX NetSet utility and go to Directory > Personal Speed
Dial or System-wide Speed Dial.
2 Click
3 A list appears with all of the personal or system-wide speed dial numbers
that are allocated to your telephone.
4 Click Print to print the list.
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.
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
To print labels for your telephone or attendant console:
1 Log in to the NBX NetSet utility and go to Resources > Telephone
Button Labels.
2 Click the link for Telephone Button 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.
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.
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Off-Site Notification
81
To configure off-site notification for your NBX voice mailbox:
1 Log in to the NBX NetSet utility and go to My Calling Privileges > Call
Permissions. Look to see if your system administrator has enabled
off-site notification for the NBX system and for the Class of Service group
to which your telephone belongs. If not enabled, ask to have these
features enabled.
2 Go to NBX Voice Mail Settings > Offsite Notification.
3 Select whether you want off-site notification for all messages or for
urgent messages only.
Next, you will need to configure the Off-Site Notification Attempts for up
to five attempts at off-site notification.
4 In the first attempt row, in the Notification Method drop-down list,
select Pager, VoiceMail, or EMail
The cycle of notice behaviors differs depending on the method that you
5 In the Number/Address field:
■
If you selected Pager for Method in step 4:
■
Enter a pager number. Do not use parentheses, hyphens, or spaces.
Ask your administrator if you need to include the area code and
any other digits that your system needs to dial an outside number,
such as 9, 8, 1, or 0. After you receive the pager message, you call
in to your voice mailbox to listen to your messages.
■
In the Numeric Page Number field, indicate what you want the
pager to display. Enter a series of digits, such as your telephone
extension number.
■
If you selected VoiceMail for Method in step 4:
■
Enter the telephone number at which you want to be notified. Do
not use parentheses, hyphens, or spaces. Ask your administrator if
you need to include the area code and all other digits that your
system needs to dial an outside number, such as 9, 8, 1, or 0.
When you choose to be notified by voice mail, the NBX system calls
the number that you enter in this field. When you answer the call,
the system announces the new voice message and allows you to
follow the prompts to access your voice mailbox and listen to and
delete any of your messages.
■
If you selected EMail for Method in step 4:
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
■
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
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.
The cycle of notice behaviors differs depending on the method that you
section.
9 You do not need to configure every Attempt row. When you have
configured all of the Attempt rows that you want, click Apply to
complete your changes.
10 Test your off-site notification settings by leaving yourself a voice mail
message.
Additional Notes
■
You can use the same notification method for all five attempts, or any
combination of methods.
■
If your voice mailbox is full and someone tries to leave you a voice mail
message, the NBX system does not send you an e-mail notification.
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Off-Site Notification
83
■
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
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
■
If you specify EMail for the first attempt:
Method
E-mail
Notice Behavior
1
■
■
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
2 through 5 as
Pager
■
■
You receive a pager call for each voice
message.
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.
■
If you specify Pager or VoiceMail for the first attempt:
Attempt
Method
Effect
You receive a telephone call or pager call for
only the first new voice message.*
1
Pager or
Voice Mail
■
and then you configure attempt:
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84
CHAPTER 6: PERSONALIZING YOUR TELEPHONE
Attempt
Method
E-mail
Effect
2 through 5 as
■
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
2 through 5 as
Pager
■
■
You receive a pager call for only the first new
voice message.*
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.
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 To manage your off-site notification settings directly through the
Notification Using the telephone:
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:
Description
1
2
3
4
*
Enable off-site notification.
Disable off-site notification.
Change off-site notification settings.
Review current off-site notification settings.
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Do Not Disturb
85
Do Not Disturb
When the Do Not Disturb feature is in effect, calls coming in to your
telephone immediately go to your default call coverage point without
ringing. You set the default call coverage point from the NBX NetSet
If Call Forward All is in effect, it overrides Do Not Disturb. Calls go to the
call coverage point defined for Call Forward All in the Call Forward >
Call Forward Override page.
You may be able to map the Do Not Disturb feature to an available
Mapping”section, 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.
If you use a 3Com Attendant Console, 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.
If your telephone is part of a call pickup group, no other telephone in
the pickup group can retrieve a call that comes directly in to your
telephone. The incoming call goes immediately to the call coverage
point (voice mail, auto attendant, or other extension).
■
If your telephone is part of an ACD group, a hunt group, or a calling
group, incoming calls to the group ring on your telephone. Calls
coming in directly to your telephone (not directed to the group) do
not ring on your telephone. To prevent every call from ringing, you
must enable Do Not Disturb and also log out of the group.
To enable and disable Do Not Disturb using the feature code:
1 Pick up the handset and press Feature + 446.
2 Hang up. Your telephone is now in Do Not Disturb mode. The display
panel on a 3Com Telephone shows DO NOT DISTURB.
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
3 To disable Do Not Disturb mode, repeat steps 1 and 2. The DO NOT
DISTURB message disappears from the display panel.
To view your current Do Not Disturb setting even if you do not have a
3Com Telephone or if you are away from your desk, log in to the NBX
NetSet utility and go to My Calling Privileges > Feature Settings.
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 and disable the Locking feature using the feature code:
1 Pick up the handset and press Feature + 432. The display panel on a
3Com Telephone prompts you to enter your password.
#
2 Enter your password + and hang up.
Your telephone is now locked. The display panel shows the Lock icon. It
displays only the directory and system-wide speed dials.
3 To turn off this feature, repeat steps 1 and 2. The Lock icon disappears.
Your call logs and personal speed dials are again available.
Additional Notes
■
When Telephone Locking is activated, a person using your telephone
can dial only toll-free calls, calls to emergency services (such as 911 in
the United States), or calls to telephone numbers that have been
programmed in your system as “internal” calls.
■
Even when Telephone Locking is active on your telephone, your
off-site notification choices remain in effect. That is, notification of
voice mail messages is sent to the outside telephone numbers or
paging numbers that you have specified in the NBX NetSet utility NBX
Voice Mail Settings > Offsite Notification page, even if these
numbers are not toll-free.
■
You can view your current Telephone Lock setting from the NBX
NetSet utility by going to the My Calling Privileges > Feature
Settings.
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Class of Service Override
87
Call Permissions Your administrator establishes Call Permissions to control the types of
calls that can be dialed from your telephone. The administrator can
configure these permissions to change depending on the time of day. For
example, your administrator can prevent long-distance calls from being
dialed from your telephone outside of business hours.
To view your current call permissions, from the NBX NetSet utility, go to
My Calling Privileges > Call Permissions.
Class of Service
Override
The Class of Service Override feature allows you to apply the features
of your own 3Com Telephone temporarily to another 3Com Telephone
on the same local network.
Example:
■
The telephone in your organization’s conference room is configured so
that long-distance telephone calls cannot be dialed from it. You may,
however, need to place a long-distance call during a meeting. Using
the Class of Service Override feature, you can apply the features of
your own telephone to the conference room telephone for one call
only and dial the call, assuming that your Call Permissions allow you
to make long-distance calls from your own telephone.
If your system uses a messaging application other than NBX Messaging,
use the documentation for your messaging application instead of these
instructions.
To activate the one-call-only Class of Service Override from a 3Com
Telephone:
1 Pick up the handset.
2 Press Feature + 433.
#
3 Dial your telephone extension and press .
#
4 Dial your voice mailbox password and press .
5 When you hear the dial tone, you can dial the call in the same way that
you do from your own 3Com Telephone.
When you use Class of Service (CoS) Override, any reports that are
generated on the NBX system indicate that the CoS features of your own
3Com Telephone were applied temporarily to the telephone on which
you made the call.
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
Using a Headset
You can use a headset that has a microphone with any telephone on an
NBX system.
■
For information on how to use a typical headset and amplifier with
3Com Telephones other than the 3Com Manager’s Telephone or 3102
later in this section.
General Headset For 3Com Telephones other than the 3Com Manager’s Telephone or
Instructions 3102 and 3102B Business Telephones, follow these instructions.
You may need to modify some of these instructions for some headsets or
amplifiers. See the instructions that come with your equipment.
To prepare a headset for all calls:
1 Insert the cord for the headset amplifier into the handset cord receptacle
on the underside of the telephone.
2 Insert the cord for the telephone handset into the headset amplifier.
3 Put on the headset.
4 Pick up the telephone handset and set it on your desk.
To prepare a headset so that you can choose either the handset or the
headset for each call:
1 Insert the cord for the headset amplifier into the handset cord receptacle
on the underside of the telephone.
2 Insert both the headset cord and the handset cord into the headset
amplifier.
3 For headset calls: Lift the handset off the telephone and leave it off. Use
the headset microphone and earphones.
Even when the headset is plugged into the amplifier, you must remove
the handset from the cradle to use the headset.
4 For handset calls: Press the button on the headset amplifier that turns
the headset off, pick up the handset, and speak into it.
To manage calls when you are using the headset:
1 Put the headset on. When a call comes in:
■
If the handset is on hook, pick it up, set it on your desk, and begin to
speak.
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Using a Headset
89
■
If the handset is off hook, press the System Appearance button beside
the flashing light.
2 To end a call when you are using a headset:
■
On a 3Com Basic Telephone or an analog telephone, hang up the
handset or press Feature +111.
Returning to the Certain brands of headsets enter a power-saving mode that prevents the
Headset After a telephone from ringing for one or more calls when both of these
Long Delay 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.
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CHAPTER 6: PERSONALIZING YOUR TELEPHONE
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GETTING MORE FROM YOUR
TELEPHONE SYSTEM
7
This chapter covers these topics:
■
■
■
■
■
■
■
■
■
■
■
■
■
■
■
■
If your system uses a messaging application other than NBX® Messaging,
use the documentation for your messaging application instead of the
instructions in this chapter.
For help on accessing NBX features from an analog telephone or a
third-party, SIP-based IP telephone, see the applicable NBX Feature Codes
Guide in the NBX NetSet™ utility. For help on how to set up your NBX
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Listening to Your
Messages in Your
E-mail
You can listen to your voice mail from any computer that allows you to
access your e-mail. Your e-mail software application must be IMAP-4
compliant, such as Microsoft Outlook. See your administrator for
assistance with this feature.
If you configure your first off-site notification method to send you an
e-mail message when you have voice messages, the NBX system sends
each voice mail message as a sound-file attachment to an e-mail
message. To listen to your messages using your computer, it must have a
sound device such as a USB headset or a sound card with either speakers
or headphones.
When you delete the e-mail message that contains the attached voice
message, you are not deleting the voice message on the NBX system. To
delete voice messages from the NBX system, you must access your voice
mailbox through the telephone or the NBX NetSet utility.
notification behavior.
Account (Billing)
Codes
Account Codes allow your administrator to track calls that are associated
with an individual client or account. When you dial a call or when you
answer your telephone, you dial a numeric account code that allows the
NBX system to track time spent on the telephone with a client, perhaps to
be associated with a billable account.
You may be forced to enter an account code for outgoing external calls.
To see if you are forced to enter an account code, log in to the NBX
NetSet Utility and go to My Calling Privileges > Call Permissions. For a
list of public account codes, go to Directory > Account Codes.
To enter a forced account code for an outgoing external call:
1 Dial the phone number.
For a 3Com Entry Telephone or analog telephone, you hear the feature
tone as the system waits for the required account code.
The display panel prompts you for the required account code.
2 Dial the account code that has been assigned by your administrator, and
#
then press the key.
The NBX system records the account code and completes the call:
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Caller ID
93
■
■
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, dial the correct
#
account code, and press again.
To enter an account code at any time before or during an incoming or
outgoing call:
1 Press Feature + 888.
2 Dial the account code that has been assigned by your administrator, and
#
then press the key.
The NBX system records the account code and applies it to:
■
The next call, if you activate the Account Codes feature before a call
arrives at your telephone
■
The current call, if you activate the Account Codes feature during a
call
Caller ID
Your administrator can set up your NBX system to allow for Internal and
External Caller ID or can configure the system so that you can block your
identity (telephone number) from anyone you call.
Internal and External By default, the NBX system shows the extension and name of any internal
Caller ID 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 On certain NBX systems, if your organization subscribes to Caller ID
Restriction (CLIR) 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
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
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 telephone:
1 Pick up the handset, and press Feature + 889. The display panel on your
3Com Telephone shows CLIR-ALL on.
2 Dial the number that you want to call.
The NBX system does not send caller ID information on this call or any
future calls until you disable this feature.
To disable CLIR-All:
1 Pick up the handset.
2 Press Feature + 889 again. CLIR-ALL off appears briefly in the display
panel and then disappears when you hang up the handset.
To view your current CLIR-All setting, log in to the NBX NetSet Utility and
go to My Calling Privileges > Feature Settings.
CLIR for Next External Call Only
To enable CLIR for only the next call from your telephone:
1 Pick up the handset.
2 Press Feature + 890. The telephone display panel shows CLIR-NEXT on.
3 Dial the number that you want to call.
4 When you disconnect the call, the CLIR feature is no longer in effect.
CLIR-NEXT on disappears from the display panel.
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. If
you are unsure about whether CLIR-NEXT is active, pick up the handset,
press Feature + 890, and read the status message in the display panel of
your telephone.
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Call Pickup
95
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.
To view the list of Call Pickup groups of which you are a member:
1 Log in to the NBX NetSet Utility and go to System Group Settings >
Call Pickup.
2 Click the group name that you want to view from the Call Pickup Group
list to view the members of that group.
Directed Call Pickup You can answer a call that is ringing on a specific user’s telephone.
on a Specific
Using the feature code:
Telephone
1 Pick up the handset.
2 Press Feature + 455 and the user’s extension. The call is directed to your
telephone.
Group Call Pickup You can answer a call that is ringing on a group member’s telephone.
Using the feature code:
1 Pick up the handset.
2 Press Feature + 456 and the group number. The call is directed to your
telephone.
Automatic Call
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.
Distribution
Groups, Hunt
Groups, and 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
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
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 Automatic Call Distribution (ACD) distributes calls to agents and queues
Distribution the calls that have not been answered before a predetermined time
expires. The ACD also manages prerecorded announcements to callers,
manages individual ACD agents and groups of agents, and provides
database reports on both calls and agents.
Calls coming into ACD are distributed according to rules configured by
the administrator. An agent becomes available to receive ACD calls by
logging in to the ACD group.
To log in to an ACD group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the ACD group. Your administrator
can tell you which feature code to use.
3 Dial the ACD group password. Your administrator can tell you which
password to use.
#
4 Press and hang up.
To log out of an ACD group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the ACD group.
3 Dial the ACD group password.
#
4 Press and hang up.
You or 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
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Automatic Call Distribution Groups, Hunt Groups, and Calling Groups
97
are logged in. Your administrator can configure whether you are allowed
to log out or not.
On the 3Com 2101 Basic Telephone, the display panel shows the
message logged in.
To log in to an ACD group using the NBX NetSet utility:
1 Go to Group Membership > ACD Groups.
2 Select the ACD group to log in to.
3 Click Login.
If you log in to an ACD group and do not answer a call when it rings on
your telephone, the system may log you out of the group depending on
how the administrator has configured the group.
To log out of an ACD group using the NBX NetSet utility:
1 Go to Group Membership > ACD Groups.
2 Select the ACD group to log out of.
3 Click Logout.
Viewing ACD User Status
Using the NBX NetSet Utility, go to Group Membership > ACD Groups
to see each ACD group that you are a member of. Click each column
heading to arrange the information in ascending or descending order.
■
Extension — Shows the extension number of the ACD group. Click
the extension number to view details about the ACD group members.
■
■
Name — Shows the name of the ACD group.
Queue — Shows the number of calls to this ACD group currently in
the queue.
■
■
■
Answered — Shows the number of calls that have been answered by
this ACD group since NBX system startup.
Status — Shows whether you are currently logged in to or out of the
ACD group.
State — Shows whether your extension has been locked in to the
ACD group. If your extension has been locked into the ACD group,
only the administrator can log you out. If your extension is not locked
into the ACD group, you can log yourself out.
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
You can also perform the following actions:
■
■
■
Select All — Select for an action all ACD groups of which you are a
member.
Deselect All — Remove from an action all ACD groups of which you
are a member.
Invert Section — Select for an action all ACD groups currently
unselected and remove from an action all ACD groups currently
selected.
■
■
Login — Log in to the selected ACD group (or groups).
Logout — Log out from the selected ACD group (or groups).
Viewing ACD Group Status Details
Using the NBX NetSet Utility, go to Group Membership > ACD Groups
and click the extension number to view detailed information about the
agents of this ACD group. Click each column heading to arrange the
information in ascending or descending order.
■
Extension — Shows the extension number of each agent in the
group
■
■
■
First Name — Shows the first name of each agent
Last Name — Shows the last name of each agent
Rank — Shows the order in which calls are routed to agents in the
group
■
■
Status — Shows whether each agent is currently logged in or out of
the ACD group
State — Shows which agents’ extensions have been locked in to the
ACD group
Wrap-Up Time
Wrap-Up Time is a feature that allows time for an agent to complete
follow-up actions after a call. If this feature is enabled by the ACD
administrator, you can activate Wrap-Up Time once per call for a duration
specified by the administrator.
You can activate/deactivate Wrap-Up Time using Feature code 972 or by
During Wrap-Up Time, the LED for the mapped button is lit, and the
system routes no calls to this extension except personal calls or Call
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Automatic Call Distribution Groups, Hunt Groups, and Calling Groups
99
Group calls. If you need more time than what is allotted by default, you
can use the Extend Wrap-Up Time feature.
Extend Wrap-Up Time
If the Wrap-Up Time feature is enabled by the ACD administrator, the
Extend Wrap-Up Time feature is enabled by default and allows an agent
to extend the Wrap-Up Time period for the same time duration as the
Wrap-Up Time.
This feature is valid only if you are already in the wrap-up mode. You can
activate the Extend Wrap-Up Time once per call using Feature code 973
or by mapping an access button to this feature (see “User Button
Mapping”).
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
path of a call coming into a hunt group.
Figure 4 Sample Hunt Group Configuration
1
2
3
Incoming Telephone Call
Telephone #1
Telephone #2
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
4
5
Telephone #3
Group Voice Mailbox
Hunt groups can be static or dynamic:
■
If you are in a static hunt group, you are always part of that group
along with the other group members.
■
If you are in a dynamic hunt group, you must log in to the group to be
part of it.
To log in to a dynamic hunt group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the hunt group. Your administrator
can tell you which feature code to use.
#
3 Dial the hunt group password and press . Your administrator can tell you
which password to use.
To log out of a dynamic hunt group using your 3Com Telephone:
1 Pick up the handset.
2 Press Feature + the feature code for the hunt group.
3 Dial the hunt group password.
4 Hang up the telephone.
You or 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.
On the 3Com 2101 Basic Telephone, the display panel shows the
message IN.
To log in to a dynamic hunt group using the NBX NetSet utility:
1 Go to Group Memberships > Hunt Groups.
2 Select the hunt group to which you want to log in.
3 Click Login.
If you log in to a dynamic hunt group and do not answer a call when it
rings on your telephone, the system may log you out of the group
depending on how the administrator has configured the group.
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Automatic Call Distribution Groups, Hunt Groups, and Calling Groups
101
To log out of a dynamic hunt group using the NBX NetSet utility:
1 Go to Group Memberships > Hunt Groups.
2 Select the hunt group from which you want to log out.
3 Click Logout.
To log in to all hunt groups of which you are a member:
1 Go to Group Memberships > Hunt Groups.
2 Click the Login all button.
To log out of all hunt groups of which you are a member:
1 Go to Group Memberships > Hunt Groups.
2 Click the Logout all button.
Calling Groups One type of hunt group is the Calling Group. Calling groups allow an
incoming call to ring simultaneously on all telephones in a group, for
example, a customer service group. To log in to or out of a calling group,
Figure 5 shows the path of a call coming in to a calling group.
Figure 5 Sample Calling Group Configuration
6
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
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Group Membership To view the list of users that belong to a calling group:
1 Go to Group Membership > Hunt Groups.
2 Click the group to display the list of users that belong to that group.
Supervisory
Monitoring
Supervisory monitoring is a feature that is typically used in call centers to
allow supervisors to join a conversation between an agent and a
customer to ensure proper customer support. The supervisor’s presence
may or may not be announced to the agent or customer by a tone.
Supervisory monitoring enables monitoring of incoming calls to
Automatic Call Distribution Groups and Hunt Groups. Other calls to and
from the agent’s telephone are also available for monitoring, including:
■
■
When an agent calls a customer back (outbound call)
When an agent receives a call from a customer on their Direct Inward
Dial (DID)
■
3-party Conference calls (The monitoring party counts as one of the
parties in an NBX conference, which supports up to four parties.)
The supervisor must provide a password to access the agent’s extension
during these calls.
Your organization may be legally required to add an announcement to
tell callers that their call may be monitored.
Agent Role for 3Com 3Com telephones that do not have a display panel and appropriate soft
Entry and Analog buttons such as, the 3Com Entry Telephone or an analog telephone, can
Telephones operate only as endpoint devices for Supervisory Monitoring. This means
that although a supervisor may be able to monitor agents who are using
a 3Com Entry telephone or an analog telephone, a supervisor cannot use
either or these telephones to monitor agents.
Supervisory The following definitions help to explain how Supervisory Monitoring
Monitoring works in the NBX system:
Terminology
Supervisory Monitoring Domains — are created by the NBX System
Administrator and specify the following information:
■
The supervisory monitoring domain’s unique name and password
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Supervisory Monitoring
103
■
The types of calls that can be monitored (Incoming Group (ACD, HG,
or RP) Only calls or All calls)
■
■
■
The calling groups (ACD, HG, or RP) that can be monitored
The agents (users) who can be monitored
Announcement tones for Monitor, Whisper, and Barge-In modes
A special system domain called the Privacy List specifies users who
cannot be monitored. In addition, any users who have the Call Privacy
privilege enabled for their Class of Service (CoS) group can prevent
individual calls from being monitored. For more information on privacy,
Agents — must be defined as members of a supervisory monitoring
domain. This includes people who take a transferred call or answer one
with call pickup.
Supervisors — are people using the domain password to monitor the
agent’s call. The supervisor must provide the password of the supervisory
monitoring domain that has the agent (user) listed. The supervisor must
use a 3Com Telephone with a display panel and appropriate soft buttons;
not a 3Com Entry Telephone, 3Com Cordless Telephone, or an analog
telephone.
Customers — are people who make an incoming call to an agent
(supervisory monitoring domain member). A customer can be an internal
or external caller.
Monitor — allows the supervisor to listen to a call.
Whisper — allows the monitoring supervisor to speak to the agent
without the customer hearing.
Barge-In — allows the supervisor to speak to both the agent and the
customer.
Monitor Monitor (also called Silent Monitor) allows an authorized supervisor to
listen to calls that are received or initiated by an agent who does not have
privacy enabled and is a member of the supervisor’s monitoring domain.
The administrator configures the NBX system to specify whether a tone
audible to the agent plays when the supervisor joins to monitor the call.
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
To monitor an agent’s call:
1 Pick up the handset.
2 Press Feature + 425. Or press the Access Button if one is configured for
Monitor.
The display panel prompts you for the domain password.
#
3 Enter the password and press the OK soft button or press .
The system validates the password. If valid, you receive a confirmation
tone and are prompted to enter the agent’s extension.
4 Enter the agent’s extension.
■
■
■
If the agent is valid and available, 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. The display panel on a 3Com 3103 Manager telephone
also shows a Whisper icon.
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 agent’s 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. The display panel on a 3Com 3103 Manager telephone
also shows a Whisper icon.
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
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Supervisory Monitoring
105
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.
To barge in to a call:
1 Monitor the agent’s 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 supervisory monitoring domain:
1 Monitor the current agent’s 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.
■
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.
Call Privacy Call Privacy allows a user to prevent a call from being monitored. NBX
telephone users can toggle Call Privacy on and off to block or accept
supervisory monitoring on a call-by-call basis. (In contrast, membership in
the Privacy List domain set by the administrator ensures that all calls
associated with this user cannot be monitored.)
The NBX administrator can enable or disable Call Privacy for each Class of
Service (CoS) user group.
If your administrator assigned you to a CoS group that allows Call Privacy,
you can use Feature code 428 to prevent your current call from being
monitored. To see if you can activate Call Privacy, log in to the NBX NetSet
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
utility and go to My Calling Privileges > Call Permissions. You are
allowed to activate Call Privacy if the Call Privacy feature is enabled.
You can activate Call Privacy before a call (for example, by going off-hook
and dialing Feature code 428 and then dialing an internal or external
call), or during a call (for example, dialing Feature code 428 after
answering an incoming call). The administrator may also map Feature
code 428 to one of your telephone system access buttons.
To activate (toggle on) Call Privacy:
Press Feature + 428. Or press the Call Privacy Access button if one is
programmed on your telephone.
■
The message “CALL PRIVACY ON” appears on the display panel to
indicate that Call Privacy is enabled.
In the case of an incoming call, Call Privacy cannot be activated while the
session is alerting. In this case, you must answer the incoming call before
activating Call Privacy.
To deactivate (toggle off) Call Privacy:
While Call Privacy is on, press Feature + 428 again. Or press the Call
Privacy Access button if one is programmed on your telephone.
■
The message “CALL PRIVACY OFF” appears on the display panel to
indicate that Call Privacy is disabled.
When any active Call Privacy session ends, (for example: you activate Call
Privacy, initiate a call, and then exit the call) the Call Privacy settings are
no longer applicable and the next call is open to monitoring.
More About These usage tips and limitations apply to Supervisory Monitoring:
Supervisory
Monitoring
■
A supervisor can only monitor an agent who is a member of the
domain associated with the domain password.
You can log in to the NBX NetSet utility and go to System Group
Settings > Supervisory Monitoring to view the status on whether or
not you can be monitored. Also, if you are a user and have the domain
password, you can log in and view domain membership information.
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WhisperPage
107
■
A supervisor cannot monitor an agent who is a member of the Privacy
List domain. Likewise, a supervisor cannot monitor an agent who is on
a call with a party who is a member of the Privacy List domain.
■
■
A supervisor cannot monitor an agent who has activated Call Privacy
(Feature code 428).
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.
■
■
■
A supervisor cannot monitor a call where WhisperPage is being used.
in this chapter.
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.
For additional tips and considerations on using Supervisory Monitoring,
see your system administrator.
WhisperPage
The WhisperPage feature allows you to dial an NBX extension that is
involved in an active conversation with another person and speak to that
person without the other party on the call being able to hear you.
WhisperPage is typically used in the workplace by an assistant and
manager. While a manager is on a call, an assistant can start a
WhisperPage session to alert the manager of an important meeting or
call. During the WhisperPage session, the assistant cannot hear the
manager or the third party and the third party cannot hear the comments
of the assistant.
If the manager is not on an active call when the assistant starts a
WhisperPage session, the call is placed just as if the assistant dialed the
manager’s extension.
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Both the manager and the assistant in a WhisperPage session must be
assigned to an NBX WhisperPage domain and have appropriate
WhisperPage access privileges.
To view your WhisperPage access privileges, log in to the NBX NetSet
Utility and go to System Group Settings > WhisperPage. This page
reports the following information:
■
■
Whether or not the WhisperPage alert tone is enabled.
The period of time in seconds (called decline time) before an initiated
WhisperPage session becomes active.
■
■
Users (listeners) with whom you can initiate a WhisperPage session
Users (speakers) who can initiate a WhisperPage session with you
The NBX NetSet administrator can enable or disable the alert tone and
specify the Decline Time, which ranges from 0 to 9.9 seconds. For
additional tips and considerations on using WhisperPage, see “More
Starting a To start a WhisperPage session:
WhisperPage Session
1 Pick up the handset.
2 Press Feature + 426. Or press the Access Button if one is configured for
WhisperPage.
The display panel prompts you for the WhisperPage extension.
3 Enter the extension you want to whisper to.
If the listener’s telephone has a display panel, it shows the WhisperPage
attempt and your extension. Additionally, an optional tone may be played
to alert the listener.
At this point, the listener can either accept the WhisperPage request by
doing nothing, or refuse the request by activating Do Not Disturb.
If the listener accepts the WhisperPage request, after a brief delay, you
will hear a tone that tells you to begin the WhisperPage session.
Additionally, your telephone’s display panel shows “Whispering” and the
listener’s extension.
4 Begin speaking. When you have finished, go off-hook to end the
WhisperPage session.
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Call Park
109
More About These usage tips and limitations apply to WhisperPage:
WhisperPage
■
The WhisperPage listener can refuse or end a WhisperPage session at
any time by activating Do Not Disturb.
■
You cannot initiate a WhisperPage session to:
■
A Supervisory Monitoring call
A call that is on hold
■
■
■
While using WhisperPage, if either the listener or the other party on
the call invokes Transfer, Park, Conference, or Forward to VM, the
WhisperPage session ends.
You can start up to two simultaneous WhisperPage sessions, one or
both on hold, providing you have a line available for each session.
For additional tips and considerations on using WhisperPage, see your
system administrator.
Call Park
Use Call Park to place a call in a “holding pattern” and make it available
for another person to pick up from any telephone on the system. Use the
internal paging feature, the external paging feature, or both, to
announce the call. The recipient can retrieve the call from any 3Com
telephone or analog telephone by dialing the Call Park extension that you
give during your announcement.
This feature is useful in any of these circumstances:
■
The recipient is elsewhere in the building.
■
You want to continue a call on another telephone, for instance, in a
conference room for privacy, and transferring the call does not give
you enough time to retrieve it.
When you park a call, you assign it a Call Park extension, which anyone
numbers. Ask your administrator to verify the Call Park extensions for
your location.
Table 9 Default Call Park Extension Numbers
System
Default Extension Numbers
6000 – 6099
4-digit dial plan
3-digit dial plan
601 – 609
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
If the call is not answered within 5 minutes (default) after it is parked, it
rings again at the original telephone. Your administrator can modify the
length of this waiting period.
To park a call:
1 While you are on a call, press Feature + 444. Or press the Access button
assigned to Call Park.
extensions at your location.
If you select a Call Park extension that is already in use, Park Cancelled
appears on the display panel on your 3Com Telephone, and the call rings
back to your telephone. Try another Call Park extension.
To notify another user about the parked call:
■
From 3Com 3101 and 3101SP Basic Telephones, select an Access
button that is assigned for placing telephone calls, and dial the
details.
■
From a 3Com 2101 Basic Telephone, press and release the hook
switch. When you hear the dial tone, dial the user’s extension, or
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
■
Page a subset of all extensions on the system, called a zone.
This method uses extensions that the administrator configures for this
purpose.
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Paging
111
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.
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
values for each destination.
Table 10 Paging Codes
3-digit dial plan
(default codes)
4-digit dial plan
(default codes)
Feature
External Paging
620
621
6200
6201
Broadcast an announcement over a
public address system that has a
paging amplifier and speaker system
that is connected to your NBX system
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.
Simultaneous Paging
622
6202
Broadcast an announcement externally
and internally at the same time.
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.
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
To discover the page zone extensions on your system:
1 Log in to the NBX NetSet Utility and go to System Group Settings >
Page Zones.
The NBX NetSet utility lists the existing page zones and their extension
numbers.
2 Click the page zone extension to list the members of that zone.
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 Following is a brief description of how the system directs a caller from
Operators Work 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.
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Configurable Operators
113
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.
Configuring the You can view the operators’ settings, and modify those settings if your
Operators administrator allows it.
The operator’s call-handling rules (such as call coverage) may apply to the
voice mail caller. Also, you must have external-to-external permissions in
order for transfers to external phone numbers to complete successfully.
If you or the administrator do not configure operator destinations, the
system directs an operator-bound caller to extension 501.
Viewing Your Operator Permissions
To find out if you have permission to configure operators:
1 Log in to the NBX NetSet Utility and go to My Calling Privileges > Call
Permissions.
Your current permissions to configure the System Operator and the
Personal Operator are listed.
Configuring the Operator Destinations
To configure your own destinations for System and Personal Operator:
1 Log in to the NBX NetSet Utility and go to NBX Voice Mail Settings >
Personal Operator.
The current System Operator and Personal Operator extensions and
access digits appear. If the administrator has given you the appropriate
configuration permissions, the extensions appear in editable text boxes.
2 Edit the destinations to include the appropriate extensions.
The operator destination text string cannot exceed 16 characters.
3 Click Apply to complete your changes.
If you clear an operator destination (using the Clear check box), calls
directed to that operator are directed instead to the default system
operator (extension 501).
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
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 You can send an MWI message to any telephone on your NBX system
Message that has an MWI Retrieve button enabled. Sending an MWI message
turns on the light on the target telephone if it is not already lit, and leaves
your telephone number as a callback number.
You cannot send an MWI message to:
■
Telephones that do not have an MWI Retrieve button enabled or that
have reached their MWI message limit (30)
■
■
Remote NBX systems over external line
Calling Groups, Hunt Groups, or ACD Groups
To send an MWI message:
1 Pick up the handset, and press Feature + 412. Or press the MWI to Ph
Send access button. The display panel on your 3Com Telephone shows
Send MWI To:.
#
2 Dial the extension that you want to call and press .
3 The display panel on your 3Com Telephone shows Success.
Retrieving an MWI To receive and retrieve an MWI message, you must have a 3Com
Message Telephone with a display panel and a programmable access button with
status light configured for MWI Retrieve. You or your administrator can
also configure additional buttons for MWI To Ph Send and MWI Cancel.
A 3Com 2101 Basic Telephone cannot receive an MWI message. An
analog telephone cannot receive an MWI message.
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.
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Using Message Waiting Indicator to Telephone
115
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 Press the MWI Retrieve button to turn off the MWI light until you receive
Messages 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 the
number of MWI messages on your list and the options to Delete All or
Exit.
2 Press the Delete All 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.
Cancelling an MWI After you have sent an MWI message, you can cancel it and remove it
Message 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.
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
You can cancel an MWI message only from the same extension from
which you sent the MWI message.
To cancel an MWI message:
1 Pick up the handset and press Feature + 413. Or press the MWI Cancel
access button. The display panel on your 3Com Telephone shows Cancel
MWI To:.
2 Dial the extension to which you sent the MWI message that you want to
#
cancel and press .
3 The display panel on your 3Com Telephone shows Cancel Sent.
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.
Extensions 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.
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Dialing a Call to a Remote Office
117
Figure 6 Using Unique Extensions to Dial Remote Offices
2
1
3
4
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
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.
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).
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Figure 7 Using Site Codes to Dial Remote Offices
2
1
3
4
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
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
Any 3Com 3101 or 3101SP Basic Telephone
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Delayed Ringing
119
■
A 3Com 2101 Basic Telephone if a 3Com Attendant Console is
associated with it. The administrator creates the bridged extension on
the Attendant Console.
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.
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
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 from pulse dialing to DTMF during a call:
1 Press Feature + 891.
2 Your connection is switched from pulse to tone (DTMF) for the remainder
of the call. When you hang up, the port you were using on the Analog
Line Card reverts to pulse dialing mode.
You or 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.
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Additional Applications
121
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 *
pcXset™ Soft Telephone *
NBX Media Driver
* Applications with a * have been tested with Windows XP Home Edition
and Windows XP Professional Edition.
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CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
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FEATURE CODES
8
This chapter describes how to use feature codes with the 3Com®
Telephones. It covers these topics:
■
■
■
For help on accessing NBX® features from an analog or a third-party,
SIP-based IP telephone, see the applicable NBX Feature Codes Guide in
the NBX NetSet™ utility.
NBX Tones
As you use your 3Com Telephone to receive voice mail and use the
feature codes on the NBX system, you hear these tones:
■
Dial Tone — When you lift the receiver to place a call or begin using
one of the features, you hear the normal Dial Tone (except for the
circumstance described in the next bulleted item).
■
New Messages Dial Tone — When your voice mailbox has either
new or unsaved messages and you pick up your handset, you hear the
New Messages Dial Tone (a repeated short tone, also called the
“stutter” tone) until you delete or save every message. Your
administrator can turn the New Messages Dial Tone on or off.
■
Feature Entry Tone — When you lift the handset and press the
Feature button to begin using one of the features, you hear the
Feature Entry Tone, which is a steady sound at a lower pitch than the
normal dial tone. You must enter data, for instance a feature code
■
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.
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CHAPTER 8: FEATURE CODES
■
Error Tone — You hear the “fast busy” tone, also called the
“congestion” tone, when no circuits are available. In addition, you
hear the Error Tone if you make an error such as trying to enter an
unsupported feature code, an invalid extension, or an invalid
password. Hang up and start the feature code sequence again.
■
Feature Active Tone — Example: You activate one of the
“persistent” features, for instance, you lock your telephone, and then
hang up. The next time that you pick up the handset on your analog
telephone, you hear the Feature Active Tone. This pair of tones, a
sound followed by a higher sound, is repeated to remind you that you
have enabled one of these features:
■
■
■
■
■
■
■
Caller ID Restriction — All
Do Not Disturb
Forward All Calls to Voice Mail (that is, to your call coverage point)
Lock or Unlock Your Telephone
Call Forward All
Call Forward Busy
Call Forward No Answer
These features are “persistent,” that is, each one remains active until
If you forget which of the persistent features you have activated on
your telephone, log in to the NBX NetSet Utility and go to My Calling
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
■
If your telephone does not have a button programmed for Feature,
ask your administrator to program one.
■
Because your administrator determines whether some of the features
that are described in this chapter are available for your telephone or
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Using Feature Codes
125
for the entire system, some of these features may not be available to
you.
Telephone single-purpose buttons on 3Com Basic Telephones like Hold, Volume
Control, Message, and the Scroll buttons that you use to search the
directories.
The 3Com 2101 Basic Telephone has three programmable buttons that
are set (from left to right) at the factory to Feature, Call Toggle, and
Transfer. On the 3Com 3101 and 3101SP Basic Telephones, the first two
(from left to right) programmable buttons are line appearance buttons
and the next two buttons are set to Feature and Transfer. Your
administrator can change the programming on these buttons, although
changing them might limit which NBX features you can use on your
telephone.
For all other NBX features, use the preprogrammed Feature button and
Using Feature
Codes
Follow these steps to use NBX feature codes:
1 Pick up the handset.
2 Press the Feature button.
4 Hang up when your call is complete or you have activated the features
that you want.
Table 11 NBX Feature Codes
Feature
Feature Code
See
Account Codes
number
ACD, Hunt, and Calling
Groups
F + feature code for the group + group
password + #
Automatic Callback
Call Forward All
F + 469 + hang up
F + 465
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CHAPTER 8: FEATURE CODES
Table 11 NBX Feature Codes (continued)
Feature
Feature Code
See
Call Forward Busy
F + 467
Call Forward No Answer
Call Park — Park a Call
Call Pickup — Directed
F + 466
for your NBX system
F + 455 + the extension of the ringing
telephone
Call Pickup — Group
Call Privacy — On/Off
Call Toggle
F + 456 + call pickup group number
F + 428
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.
Caller ID Restriction
(CLIR — All) — On/Off
F + 889
Caller ID Restriction — for F + 890
Next External Call Only
Camp On — Direct
F + 468 + destination extension
Camp On — With Call
Transfer
F + 420 + destination extension + F +
468
in Chapter 5
Class of Service Override
password + # + the outside party’s
number
Conference Call — Add
Conference Call — Drop
Direct Mail Transfer
F + 430 + telephone number
+ F + 430
F + 431
F + 441 + other person’s extension +
hang up
Do Not Disturb — On/Off
Extend Wrap-Up Time
F + 446
F + 973
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Using Feature Codes
127
Table 11 NBX Feature Codes (continued)
Feature
Flash
Feature Code
See
If your NBX system is connected to a
F + 260
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
Hold
F + 402
Lock Your Telephone —
On/Off
F + 432 + password + #
Message Waiting Indicator F + 412
to Phone — Send
Message Waiting Indicator F + 413
to Phone — Cancel
Message Waiting Indicator F + 414
to Phone — Retrieve
Monitor, Whisper, Barge-In F + 425
Password — Set Initially
Password — Change
F + 434 + new password + # + repeat
your new password + #
F + 434 + current password + # + new
password + # + repeat your new
password + #
Pulse to Tone
Redial
Make or receive a call + F + 891
F + 401
Release
F + 111
F + 460
Show Lists
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 Dial — System-Wide F + system-wide speed dial number
List
Transfer
F + 420 + telephone number + F + 420
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128
CHAPTER 8: FEATURE CODES
Table 11 NBX Feature Codes (continued)
Feature
Feature Code
See
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
WhisperPage
Wrap-Up Time
F + 426 + destination extension + brief
delay (0 - 9.9 sec.) then begin whispering
F + 972
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3COM 3105 AND 1105
ATTENDANT CONSOLES
9
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.
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130
CHAPTER 9: 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.
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 8 and the text that follows it describe the features on the 3Com
the 3Com 1105 Attendant Console.
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3Com Attendant Console
131
Figure 8 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.
5 Labels — 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:
Off
The line is
Available for use
In use
Steady
Blinking quickly
Blinking slowly
Ringing
On hold
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132
CHAPTER 9: 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 9 and the text that follows it describe the features on the 3Com
3105 Attendant Console.
Figure 9 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:
Off
The line is
Available for use
In use
Steady
Blinking quickly
Blinking slowly
Ringing
On hold
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.
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Opening the 3105 Attendant Console Label Cover
133
3 Labels — You can print labels for your Attendant Console using the
LabelMaker forms in the NBX NetSet utility or on the NBX Resource Pack
4 Transfer button — Enables you to send a call to another telephone. See
5 Direct Mail Transfer button — Allows you to send a caller directly to
6 Call Park button — Places a call in a “holding pattern” so that it can be
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 10 3105 Attendant Console Label Cover Tabs
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134
CHAPTER 9: 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.
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Complement Attendant Software
135
Software screens.
Table 12 Elements of the Complement Attendant Screens
Purpose
Command Buttons The buttons on the main screen provide a quick and easy way
to perform the various system functions. There are several
function buttons that are displayed above the Call List on the
main screen. The behavior of these buttons is context
sensitive. This means that depending on the state of the calls
that are being controlled by the CAS software, certain buttons
may be enabled or disabled and the operation that a button
performs may also change. For example, the Answer button is
only enabled if there is an incoming call. If there is a call active
the Answer button will appear as a Release button and
pressing it will terminate the call.
Call List
The Call List is located at the top of the main window directly
below the main menu. The Call List provides caller ID
information (name and number), call status, and call duration
for all of the calls that are currently present on your phone.
There can be more than one call shown in the call list. The
number of calls in the list corresponds to the number of calls
that currently exist on your phone. The maximum number of
calls that can be displayed in the call list is dependent on the
number of access lines that are assigned to your phone. By
default the number of lines is three.
Directory List
The tabs on the Directory List provide a quick and easy way to
organize the names in the directory. There are three different
tabs that can be used to create different views of the
directory.
Main Directory tab
Lists all of the directory entries except for those that have been
added to the hidden list.
Quick List tab
Lists the directory entries that have been added to the Quick
List. The Quick List gives you the ability to put frequently called
users into a separate, easily searchable list.
Hidden List tab
Lists the directory entries that have been added to the Hidden
List.
Search Field
Dial Button
The Search field provides the extension number and name of
the person selected in the directory.
Click to dial a selected number to place an outgoing call.
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136
CHAPTER 9: 3COM 3105 AND 1105 ATTENDANT CONSOLES
Table 13 Attendant Software Command Buttons
Purpose
Answer/Release
Hold/Unhold
Answers an incoming call or releases an active call.
Places a caller on hold and removes a caller from being on hold
and returns to the call.
Park
Places a call in a “holding pattern” so that it can be retrieved
from another telephone on the system.
Transfer
Cancel
Forwards a call to another telephone.
Cancels a transfer or a conference.
Conference
Establishes a single call with up to three additional internal or
external parties.
Monitor
Invokes Supervisory Monitoring functionality.
Invokes the Camp On feature.
Camp On
Callback
Invokes the Automatic Callback feature.
Invokes the Whisperpage feature
WhisperPage
Account
Allows you to apply an account code to the call.
Managing Calls To manage incoming calls using the Complement Attendant Software:
1 From the Call List, select the incoming call.
If there is only one call in the Call List, then this call is automatically
selected, and you can skip Step 1.
2 Click the Answer button or press Ctrl+A on your keyboard.
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.
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TELEPHONE INSTALLATION AND
MAINTENANCE
A
This chapter covers these topics:
■
■
■
■
■
■
■
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.
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138
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Connection details for each type of 3Com device are listed on the
packing sheet that is shipped with the device.
Figure 11 Underside of the 3Com 3102 Business Telephone
CAUTION: The NBX system operates over the LAN, not through traditional
telephone wiring. Your telephone connects to the NBX system through an
RJ-45 LAN connector instead of an RJ-11 telephone connector. Your
telephone will not work unless it is connected properly. Ask your
administrator if you have questions about your telephone connection.
The underside of a 3Com Telephone or attendant console includes:
1 AC power adapter connection.
2 Ethernet connector for connection to the LAN.
3 Ethernet connector for an optional connection to your desktop computer.
Not on 3100.
4 Handset connector
5 Headset connector (3102, 3102B, and 3103 only)
6 Tabs for the support bracket
■
For information about the underside of each 3Com Telephone, and for
information about how to connect any 3Com Telephone or Attendant
Console to a Power over Ethernet source, see the packing sheet that
comes with the device.
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Attaching and Adjusting the Articulating Support Bracket
139
■
The following device support brackets have built-in strain relief
clamps: 3101, 3102, 3102B, 3103, 3105, and 3100.
Attaching and
Adjusting the
Articulating
The articulating support bracket is common to the following devices:
■
3Com 3105 Attendant Console
■
3Com 3101 and 3101SP Basic Telephones
Support Bracket
Telephone. The instructions apply to all of these devices.
Figure 12 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.
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140
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Figure 13 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 14 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.
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Attaching and Adjusting the Fixed Support Bracket
141
Attaching and
The fixed support bracket is common to the following devices:
Adjusting the Fixed
Support Bracket
■
3Com1105 Attendant Console
3Com 2101 Basic Telephone
■
The fixed support bracket can be attached in low profile, high profile, or
wall mount positions. Tabs on the underside of the telephone slip into
slots on the bracket, and the opposite mounting points snap into place.
High-Profile Positions the device in the low-profile and high-profile desktop positions.
Figure 15 Low-Profile and High-Profile Desktop Positions
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142
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Wall-Mount Position To mount a device on a wall, put the bracket on the opposite end of the
telephone in the low-profile position. Pull and twist the knob on the
Figure 16 Knob for the Handset Support Peg
Safe wall mounting requires 3/4-inch drywall and 1.5-inch drywall screws.
Figure 17 Wall-Mount Position
1
2
3
1 Handset support peg
2 Wall with a solid backing
3 Support bracket in the low-profile position on opposite end of telephone
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Moving Your Telephone
143
Security Wall-Mount An optional security wall-mount bracket that ensures that the device
Bracket cannot be removed by unauthorized persons is available for the following
devices:
■
3Com 2101Basic Telephones
For how to order this bracket, consult your 3Com NBX Voice-Authorized
Partner. Read and follow the instructions that come with the bracket.
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
likely solutions. Where possible, each solution refers to the section in this
guide where you can find detailed information.
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144
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Table 14 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.
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 the NBX NetSet utility and go to
NBX Voice Mail Settings > Personal Greeting
and clear the Greeting Only Mailbox checkbox.
When I park a call, the
You have selected a Call Park extension that is already
display panel shows “Park in use. Try another Call Park extension. Your
xtn in use,” and the call
returns to my telephone.
administrator can add additional Call Park Extensions.
When I dial 9 or 8 to access No outside lines are available. Try again in a few
an outside line, the display minutes.
panel shows “All Ports
Busy.”
After I call another user in The other user may have the Hands Free Active on
my organization, I hear a
tone but no ringing.
Intercom feature enabled. Begin speaking after you
hear the tone.
On my 3Com Business
Telephone or 3Com
Manager’s Telephone, all
incoming internal calls
come over my speaker
phone.
You have the Hands Free Active on Intercom feature
enabled.
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Troubleshooting Problems
145
Table 14 Possible Problems (continued)
Possible Problem
Suggested Solutions
Ask your administrator to verify the IP address that you
When I try to access the
NBX NetSet utility, I do not typed into your web browser.
get a response after I type
the NBX system’s IP address
and press Enter.
I am unable to log in to the You must set up your voice mail before you can use the
NBX NetSet utility.
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
My telephone is not
forwarding my incoming
calls to my voice mailbox.
Log in to the NBX NetSet utility and go to Call
Forward > Call Forward and verify that you have
selected Forward to Voice Mail as your call coverage
I added a One-Touch speed Use only numeric characters in your Speed Dial setup.
I try to pick up a call ringing The telephone that you are using to pick up the call
on another telephone using may not be in the same group as the telephone that is
Directed Call Pickup, but it ringing and the telephone group to which the ringing
fails.
telephone belongs does not allow nonmember pickup.
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
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146
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
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148
INDEX
call permissions
Complement Attendant Software (CAS)
call pickup
conference calls
connecting a headset
Call Toggle button
caller ID
calling groups
camp on
D
dialing calls
direct mail transfer
Direct Mail Transfer button
display panel
Do Not Disturb
Class of Service Override
CLIR-All
CLIR-Next
codes
Do Not Disturb Feature
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E
149
E
e-mail
External Paging
feature settings
F
Flash
Feature button
forwarding calls
feature code
G
group lists, personal voice mail
H
headset
hold
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150
INDEX
labels
Hold button
lights, status
lists
hunt groups
locking your telephone
logs on NBX telephone display panel
I
icons, display panel
incoming calls
M
mail group lists
mailboxes
indicators of voice mail messages
intercom
message
Internal Paging
Message button
message waiting indicator for voice mail
J
L
Label cover tabs
LabelMakers
messages
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N
151
outbound calls
P
page zones
microphone
MSG button
Park button
parking a call
password
passwords
Mute button
MWI
N
name announcement
permissions
NBX Basic Telephone
NBX NetSet password
personal greeting
personal speed dial
personal voice mail group lists
NBX NetSet utility
programmable Access buttons
O
operators
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152
INDEX
Shift button
Simultaneous Paging
Q
soft buttons
sound volume
Speaker button
R
receptionist
Redial button
speaker phone
Release button
ringer
ringing
speed dial
speed dials
support brackets
S
scroll buttons
security
system speed dial
shared telephone lines
T
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U
153
telephone support brackets
telephones
volume control buttons
Transfer button
W
troubleshooting
Z
U
V
voice mail
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154
INDEX
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