Instruction/ maintenance manual of the product 3101SP 3Com
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http://www.3com.com/ Part Number 900-0336-01 Published July 2006 NBX ® Basic T elephone Guide NBX Networked T elephony Solutions System Release 6.0.
3Com Corporati on 350 Campus Drive Marlbor ough, MA 01752-3064 Copyright © 1998–200 6, 3Com Corporation. Al l Rights Reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation , or adaptation) without written permission fr om 3Com Corporation.
C ONTENTS A BOUT T HIS G UIDE How to Use This Guide 10 Conventions 10 Documentation 11 Comments on the Document ation 11 1 G ETTING S TARTED Setting Up Y our Passwor d and V oice Mail for the First Ti.
4 Listening to NBX Messages 32 Message Indicators 32 Listening fr om Y our Computer 33 Listening fr om Y our 3Com T elepho ne 33 Listening fr om Any Internal 3Com T elephone 33 Listening from an Exter.
5 Call Forward Precedence 55 Putting a Call on Hold 56 Dialing Another Call 57 More Than One Call 57 T ransferring a Ca ll 58 Announced (Screened) T ransfer 59 Blind T ransfer 59 Direct Mail T ransfer.
6 Call Permissions 87 Class of Service Override 87 Using a Headset 88 General Headset Instructions 88 Returning to the Headset After a Long Delay 89 7 G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM List.
7 How Configurable Operators W ork 112 Configuring the Operators 113 Using Message Wa iting Indicator to T elephone 114 Sending an MWI Message 114 Retrieving an MWI Message 114 Deleting MWI Messages 1.
8 Security W all-Mount Bracket 143 Moving Y our T elephone 143 Swapping T elephones 143 Cleaning Y o ur T ele phone 143 T roubleshooting Pr oblems 143 I NDEX.
A BOUT T HIS G UIDE This guide is inten ded for anyone using: ■ 3Com ® Basic T elep hones ■ 3Com Attendant Co nsoles ■ NBX Complement Attendant Software. It includes informat ion about using the NBX V oice Mail system and the NBX NetSet ™ administration utility for pe rsonal telephone settings.
10 A BOUT T HIS G UIDE How to Use This Guide Ta b l e 1 shows where to look for specif ic information in this guide. Ta b l e 1 Where to Find Information If you are looking for information a bout Turn.
Documentation 11 Ta b l e 3 list s conventions that are used throughout this guide. Ta b l e 3 Icons Icon Type Description Information note Information that describes important features or instructions. Caution Information that alerts you to potential loss of data or potential damage to an application, system, device, or network.
12 A BOUT T HIS G UIDE ■ Page number As always, please addre ss all questi ons regarding the NBX hardware and software to your 3Com NBX V oice-Author ized Partner .
1 G ETTING S TARTED As soon as you are given a telephone and extension number , you need to se t up a pa s sw o rd a n d re co rd yo ur name announcement and personal greeting.
14 C HAPTER 1: G ETTING S TARTED Ta b l e 4 Setting Y our NBX NetSet Utility a nd NBX Messaging Passwor d Feature 3Com Phones Analog Phones Password — Set Initiall y If your system uses NBX Me ssagi.
NBX NetSet Utility 15 After you have set your initial NBX pa ssword, continue to follow the voice prompts to recor d your name an nouncement. Y our name announcement tells callers that th ey have reached your voice mailbox. Then follow the voice prompts to recor d your personal greeting.
16 C HAPTER 1: G ETTING S TARTED ■ 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’.
Quick Reference Guide 17 Navigating the NBX NetSet Utility Once you log in to the NBX NetSet utility , you can ea sily locate the informatio n you need to use your NBX telephone featur es. Start by clicking the category you want in th e left-hand column.
18 C HAPTER 1: G ETTING S TARTED.
2 3C OM 3101 AND 3101SP B ASIC T ELEPHONES This chapter describes the buttons, controls, and features on the 3Com® 3101 and 3101SP Basic T elephones. The chap ter covers these topics: ■ T elephone .
20 C HAPTER 2: 3C OM 3101 AND 3101SP B ASIC T ELEPHONES Figure 1 3Com 3101SP Basic T elephone 1 Soft buttons — Allow you to se lect items that are displayed in the telephone display panel.See “Using the 3C om T elephone Displa y Panel” in Chapter 5 .
Telephone Buttons and Controls 21 ■ System-wide speed dial numbers ■ Call forward setting for all calls 4 Scroll bu ttons (Up, Down, Left, Right, Center) — Allow you to scroll through the items in the te lephone display panel. See “Using the 3Com T elephone Display Panel” in Chapter 5 .
22 C HAPTER 2: 3C OM 3101 AND 3101SP B ASIC T ELEPHONES 14 V olume up — Raises the volume of the ringer , the speaker , or the handset. See “Setting the V o lume” in Chapter 5 15 Speaker 16 Handset Programmable Access B uttons Figur e 2 displays the Access buttons on the 3Com 3101 and 310 1SP Basic T elephones.
Status Lights for System Appearance Buttons 23 Codes” in Chapter 8 for a list of features and codes and how to use them. 4 T ransfer 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.
24 C HAPTER 2: 3C OM 3101 AND 3101SP B ASIC T ELEPHONES.
3 3C OM 2101 B ASIC T ELEPHONE This chapter describes the buttons, controls, and features that are specific to the 3Com® 2101 Bas ic T eleph one. It covers these topics: ■ T elephone Button s and C.
26 C HAPTER 3: 3C OM 2101 B ASIC T ELEPHONE Figure 3 3Com 2101 Basic T elephone The 3Com 2101 B asic T elephone h as these features: 1 Handset 2 Hook switch (under the handset) — Pr essing and releasing the hook switch gives you a dial tone. This fe ature is used with Call Park.
Programmable Access Buttons 27 4 Soft buttons — Allow you to select items that are displaye d in the telephone display panel. See “Dialing a Call” in Chapter 5 .
28 C HAPTER 3: 3C OM 2101 B ASIC T ELEPHONE ■ T ransfer — Sends the currently active call to another telephone. See “T ransferring a Call” in Ch apter 5 .
4 NBX M ESSAGING This chapter describes the NBX ® Networked T elephony Solutions voice messaging features. It covers these topics: ■ NBX Messaging Components ■ Changing Y our Password ■ Changin.
30 C HAPTER 4: NBX M ESSAGING gr eeting-only , and phantom mailboxe s. See “Setting Up Y our Password and V oice Mail for the First T ime” in Chapter 1 for details.
Changing Your Name Announcement an d Personal Greetings 31 Securit y Ti p s ■ Change your password often. ■ Do not use passwords that can easily identify you, such as your phone extension or birth date. ■ Avoid simple passwor ds such as 1234 or 0000.
32 C HAPTER 4: NBX M ESSAGING 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 t he greeting. Y ou cannot delete greeting number 1; you can re-recor d it through the phone.
Listening to NBX Messages 33 new message has a * next to it. A forwarded messages has -->Fw: next to it. Listening from Y our Computer T o listen to your messages fr om your compute r , you must ha.
34 C HAPTER 4: NBX M ESSAGING ■ 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 organ ization and: ■ The Automated Attendant answers — Pr ess ** during your personal greeting.
Replying to a Message 35 Reply ing to a Message Y ou can send a reply to a voice mail message, pr ovided that the NBX system has r eceived the nece ssary caller ID information. If you receive a me ssage that is ma rked Private, you can re ply to the originator , but yo u cannot forward the message to others.
36 C HAPTER 4: NBX M ESSAGING Press * to cancel your message. 5 When you ar e ready to forward the message, press 1 . 6 Dial one of these destination numbers plus # : ■ The internal extensio n or mailbox number of the recipient ■ A speed dial number .
Using Voice Mail Group Lists 37 ■ A speed dial number . See “Speed Dials” in Chapter 6 . ■ A voice mail group list number . (See “Using V oice Mail Group Lists” later in this chapter .) ■ A site code pl us extension (to send to a user on anothe r NBX system in your organization).
38 C HAPTER 4: NBX M ESSAGING T o create a personal voice mail list thr o ugh 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 .
Using Voice Mail Group Lists 39 4 Enter a Name for the new group. 5 Enter any VPIM exte nsio ns in the VPIMs box. 6 Select members from the Non-Members list and move them to the Members list by clicking the left arr ow . 7 Click Apply and OK to complete the list.
40 C HAPTER 4: NBX M ESSAGING 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.
Other Ways to Manage Your Voice Mail Messages 41 ■ Urgent Messages — Places the message at the beginning of the recipient’ s message queue. Ur gent messages ar e heard f irst. 1 Follow the steps in “Replying to a Message” , “Forwarding a Message” , or “Creating and Sending a Message” earlier in this chapter .
42 C HAPTER 4: NBX M ESSAGING ■ If you are the administrator , you can create a gr eeting-only mailbox and use the personal greeting to post information for employees, such as a notice that the of fices are closed because of bad weather .
Other Kinds of Mailboxes 43 assigns to the appropriate sales peopl e the ability to list en to, forward, or otherwise handle all messages that are dir ected to the group mailbox.
44 C HAPTER 4: NBX M ESSAGING.
5 S TANDAR D F EATURE S This chapter describes standard feat ures of the NBX® T elephones. It covers these topics: ■ Answering a Call ■ Using the 3Com T eleph one Display Panel ■ Dialing a Call.
46 C HAPTER 5: S TANDARD F EATURES number of times that your telephone rings before the call is forwarded or to specify wher e you want the call to go, see “Forwarding Incoming Calls” later in this chapter . Caller ID The display panel on your 3Com telephone shows the name and extension of an internal caller .
Using the 3Com Telephone Display Panel 47 See also “Status Icons” in Chapter 3 for t he indicators in the 3Com 2101 Basic T elephone’ s display panel during these calls.
48 C HAPTER 5: S TANDARD F EATURES T o access the display panel lists: 1 Pick up the handset. Press the up or down scr oll key to the right of the display . On 3Com 3101 and 3101SP Basic T elephones, you can press a scroll key , select a number , and dial without pickin g up the handset.
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 qu ickly to the first name that b egins with a particular letter , you can use the key pad.
50 C HAPTER 5: S TANDARD F EATURES 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 pa nel on a 3Com T eleph one to scroll to a missed, answered, or dialed number , or a personal or system-wide speed dial number .
Forwarding Incoming Calls 51 ■ Call Forward No Answer — Forwar ds 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 whe n your phone is busy .
52 C HAPTER 5: S TANDARD F EATURES On a 3Com Basic T elephone: 1 Pick up the handset. 2 Press Feature + 440 . 3 T o tur n off FWD MAIL , pick up the handset and press Feature + 440 again. T o set your defaul t call forwar ding destinatio n, use the NBX NetSet u tility .
Forwarding Incoming Calls 53 Call Forward Busy T o set Call Forward Busy: 1 Pick up the handset, and press Featur e + 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.
54 C HAPTER 5: S TANDARD F EATURES enter a * if a pause is required between an access code and a destination number . Default The Call Forward page defi nes basic call forwar ding. Y ou choose from four destinations: voicemail box, a phone number , the automated attenda nt, or disconnecti on.
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 extensio n 500 ■.
56 C HAPTER 5: S TANDARD F EATURES ■ If Call Forwar d All is enabled, all calls ar e immediately forwarded to the Call Forward Al l destination. A ll other feature settings are ignor ed. ■ If Do Not Disturb is enabled and Call Forward All is not enabled, all calls ar e immediately forwarded to the Call Forward Default destination.
Putting a Call on Hold 57 Dialing Another Call Y ou can place a call on hold to dial a new call, On 3Com 3101and 3101SP Basic T elephones: 1 Press the button . 2 Press one of the Access buttons that is cu rrently not being used. 3 When you hear dial tone, dial the second call.
58 C HAPTER 5: S TANDARD F EATURES T o place more than one call on hold on a 3Com 2101 Basic T elephone: 1 Press the Hold button. 2 Make or receive a new call: ■ T o obtain dial tone and make a secon d call: ■ If you did not hang up the handset, press and r elease the hook switch.
Transferring a Call 59 Announced (Screened) T r ansfer Before you complete a transfer , you can announce to the recipient that you are transferring a call. The recipient can then de cide whether to ta ke the call. T o announce a transfer: 1 While on a call, press the Tr a n s f e r button.
60 C HAPTER 5: S TANDARD F EATURES Direct Mai l T ransfer Y ou can transfer a call directly into another user’ s voice mailbox. The call does not ring on that user’ s telepho ne.
Establishing a Conference Call 61 ■ For a blind conference, pr ess Feature + 430 immediately after you dial the number . Y ou r etur n to the conference, and you and the second party hear the called party’ s telephone ringing. If the third party answers, three parti es ar e now in the confer ence call.
62 C HAPTER 5: S TANDARD F EATURES More About Conference Calls ■ T o place your par t 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 pl ay when a confer ence call is on hold.
Using Camp On 63 In contrast, Example 2 shows ho w a user can initiate Camp On to directly queue a transferred call on to a destination exten sion that is in use or busy without using the call transfer feature.
64 C HAPTER 5: S TANDARD F EATURES Initiating Direct Camp On Y ou can initiate Camp On to direct ly queue a call on to a de stination extension that is in use or busy . On a 3Com Basic or Business T eleph one or Attendant Console: 1 While on a call, press Featur e + 468 (or press the Camp On Access button if one is programmed on your telephone).
Using Camp On 65 ■ Y ou cannot initiate a Camp On call to: ■ An ACD extension ■ A Hunt Group extension ■ A T API RoutePoint extension ■ A Call Park extension ■ A Phantom extension ■ Y ou cannot initiate a Camp On call to a device connected to an Auto Attendant or V oicemail.
66 C HAPTER 5: S TANDARD F EATURES Using Automatic Callback Automatic Callback allows you to request a call back ring fr om a destination extension that is in use or unanswered. The NBX system attempts to connect you when th e ca lled party at that extension becomes available.
Using Automatic Callback 67 More About Automatic Callback These usage tips and limitations apply to Automatic Callback: ■ An Automatic Callback Return In terval, set by the NBX NetSet administrator , determines the maximum amount of time you can wait for a call back.
68 C HAPTER 5: S TANDARD F EATURES Setting the V olume On any 3Com T elepho ne, use the V olume Contr ol buttons to raise or lower one of t hese volu mes: ■ Ring V olume — T o raise or lower the v.
6 P ERSONALIZING Y OUR T ELEPHONE Y our Networked T elephony System has many features that can make your telephone easier to use. This chapter describes: ■ Guidelines About Features on NBX T elephon.
70 C HAPTER 6: P ERSONALIZING Y OUR T ELEPHONE ■ The sett ings on your telephone, incl uding your extension, personal settings, and system settings, rema in the same e ven when you move your telephone from one Ethernet jack to another , as long as both Ethernet connecti ons are part of the same LAN.
User Button Ma pping 71 T o set the button mappings for an individual telephone: 1 Go to T elephone Programming > Button Mapping 2 Click on the pull-down list next to the appropriate button in order to select a featur e from the list to associate with this particular button.
72 C HAPTER 6: P ERSONALIZING Y OUR T ELEPHONE Directory Press this button to access th e Name Directory, a list of telephone users, dis played in the LCD window of your telephone.
User Button Ma pping 73 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 par k extension.
74 C HAPTER 6: P ERSONALIZING Y OUR T ELEPHONE PG 482–531 (PG 500-531 on NBX 100) Press this button to pick up a call on any extension in the selected Pickup Group without dialing the Pickup Group extension.
User Button Ma pping 75 Button Mapping Notes The following notes apply to user button mapping. ■ Button T ype Functions — Not all button type functions are available on all models of telephones. ■ Priority and Number Fields — The use of Prio rity and Number fields for button mapping depend on the selected button type function.
76 C HAPTER 6: P ERSONALIZING Y OUR T ELEPHONE Delayed Ringin g works only when yo ur administrator maps telephone company lines directly to buttons on two or more telephones or defines bridged station appearances.
Speed Dials 77 If your administrator has assigned yo u to a group that allows you to change your button mappings, log in to the NetSet utility and go to T elephone Programming > Button Mapp ing to view or change the current personal speed dial assignmen ts for your telephone’ s buttons.
78 C HAPTER 6: P ERSONALIZING Y OUR T ELEPHONE System-wide Spe ed Dial s Y our administrator can set up to 10 0 system-wide speed dials (using ID numbers 700 through 799) for numbers that are dialed frequently by many internal users. Y o u can view the system-wide speed dial list through the NBX NetSet utility .
Speed Dials 79 T o add or chan ge a One-T o uch speed dial on an available Access button: 1 Log in to the NBX NetSet utility and go to Directory > One-T ouch Speed Dial . 2 Any box that has an asterisk in the margin is available for a person al or system-wide speed dial.
80 C HAPTER 6: P ERSONALIZING Y OUR T ELEPHONE T o print labels for your te lephone or attendant console: 1 Log in to the NBX NetSet utility and go to Resources > T elephone Button Labels. 2 Click the link for T elephone Button Labels. Save the file to your choice of location on your PC, and then open the file to start the LabelMaker program.
Off-Site Notification 81 T o 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 sys tem administrator has enabled off-site notification for the NBX system and for the Class of Service group to which your telephone belongs.
82 C HAPTER 6: P ERSONALIZING Y OUR T ELEPHONE ■ Enter the e-mail address at which you wan t to be notified. Y o u can use diffe rent e-mail addr esses for differ ent Attempts. When you choose to be notified by e-mail message, th e NBX system sends you an e-mail message for each voice mail message that you receive .
Off-Site Notification 83 ■ When you activate the T elephone Locking feature on your telephone, the NBX system sends you off-site notification messages only if the no tification number (for example, your pager number) is a toll-free telephone number .
84 C HAPTER 6: P ERSONALIZING Y OUR T ELEPHONE Resetting the Off-Site Notification Cycle When you log in to your voice mailbox and hang up or log out (regar dless of whether you listen to or delete messages), you star t the off-site notification cycle again.
Do Not Disturb 85 Do No t Disturb When the Do Not Disturb featur e is in ef fect, calls coming in to your telephone immediately go to your de fault call coverage point without ringing. Y ou set the default call co verage point from the NBX NetSet utility by going to Call Forward > C all Forward .
86 C HAPTER 6: P ERSONALIZING Y OUR T ELEPHONE 3 T o disable Do Not Disturb mode, repeat steps 1 and 2 . The DO NOT DISTURB message disappears from the display panel.
Class of Service Override 87 Call Permi ssions Y our administrator establishes Call Pe rmissions to control the types of calls that can be dialed from y our telephone. The admin istrator can configure these permissions to change dep ending on the time of day .
88 C HAPTER 6: P ERSONALIZING Y OUR T ELEPHONE Using a Headset Y ou 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.
Using a Headset 89 ■ If the handset is off hook, press the System Appearance button b eside the fla shing light . 2 T o end a call when you are using a headset: ■ On a 3Com Basic T elephone or an analog telephone, hang up the handset or press Featur e + 111 .
90 C HAPTER 6: P ERSONALIZING Y OUR T ELEPHONE.
7 G ETTING M OR E FROM Y OUR T ELEPHONE S YSTEM This chapter covers these topics: ■ Listening to Y our Messages in Y our E-mail ■ Account (Billing) Codes ■ Caller ID ■ Call Pickup ■ Automati.
92 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Listening to Y our Messages in Y our E-mail Y ou can listen to your voice mail from any computer that allows you to access your e-mail. Y our e-mail soft ware application must be IMAP-4 compliant, such as Microsoft Outlook.
Caller ID 93 ■ The account name, if know n, displays. If the account code is incorrect, you are pr ompted to enter it again. ■ On a 3Com Entry T elephone or anal og telephone, if the account code is incorrect you may have to dial the phone number , dial the correct account co de, and pr ess # again.
94 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM OR ■ For only the next single external (outbound) call that you dial Y our administrator can configure yo ur system so that CLIR is always active, in which case you cannot change the CLIR settings on your telephone to override this option.
Call Pickup 95 Call Pic kup Use the Call Pickup feature to answer a call that is r inging on another telephone. This feature is best arranged in adva nce when you and another user know that it would be convenient or necessary to answer calls ringing on t hat user’ s telephon e.
96 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM destination within the site. The call ce nter can be used, for example, as a help desk, a reservations counter , an information hotline, or a customer service center .
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 97 are logged in. Y our administrator can configure whether you are allowed to log out or not. On the 3Com 210 1 Basic T elephone, the d isplay panel shows the message logged in. T o log in to an ACD group using the NBX NetSet utility: 1 Go to Gro up Membership > ACD Groups .
98 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Y ou can also perform the following actio ns: ■ Select All — Select for an action all ACD groups of which you are a member . ■ Deselect All — Remove fr om an action all ACD groups of which you are a member .
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 99 Group calls. If you need mor e time th an what is allotted by default, you can use the Extend Wrap-Up Time feature.
100 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM 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 lo g in to the group to be part of it.
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups 101 T o log out of a dynamic hunt group using the NBX NetSet utility: 1 Go to Gro up Memberships > Hunt Gr oups . 2 Select the hunt group fr om which you want to log out. 3 Click Logout .
102 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Group Membership T o view the list of users that belong to a calling group: 1 Go to Gro up Membership > Hunt Groups . 2 Click the group to display the list of users that belong to that group .
Supervisory Monitoring 103 ■ The types of calls that can be mo nitored (Incoming Group (ACD, HG, or RP) Only calls or All calls) ■ The calling groups (ACD, HG, or RP) that can be monitored ■ The.
104 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM T o monitor an agent’ s call: 1 Pick up the handset. 2 Press Featur e + 425 . Or pr ess the Access Button if one is configu red for Monitor . The display panel prompts you for the domain password.
Supervisory Monitoring 105 specify whether a tone audi ble to the agent and customer is playe d when the supervisor enables Barge-In. T o use Whisper or Barge-In , a supervisor must first b e monitoring the call. T o barge in to a call: 1 Monitor the agen t’ s call.
106 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM utility and go to My Calling Privileges > Call Permissions . Y ou are allowed to activate Call Privacy if the Call Privac y feature is enabled.
WhisperPage 107 ■ A supervisor cannot monitor an agent wh o is a member of the Privacy List domain. Likewise, a supervisor cannot monitor an ag ent who is on a call with a party who is a memb er of the Privacy List d omain. ■ A supervisor cannot monitor an agent who has activated Call Privacy (Feature code 428).
108 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Both the manager and the assistant in a WhisperPage session must be assigned to an NBX WhisperPage domain and have appropriate WhisperPage access privileges. T o view your WhisperPage access priv ileges, log in to the NBX NetSet Utility and go to System Group Settings > WhisperPage .
Call Park 109 More About WhisperPage These usage tips and limitations apply to WhisperPage: ■ The WhisperPage list ener can refuse or end a WhisperPage session at any time by activating Do Not Disturb.
110 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM If the call is not answer ed within 5 mi nutes (default) after it is parked, it rings again at the original telephone. Y our administrator can modify the length of this waiting period. T o park a call: 1 While you are on a call, press Feature + 444.
Paging 111 Each method allows you t o broadcast a message to differ ent destinations, depending on your lo cation and equipment. Do not press the Feature button before you dial the Paging code.
112 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM T o 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 existi ng page zones and their extension numbers.
Configurable Operators 113 3 The caller presses 0 or 9 . 4 The call is redir ected to the operat or that you designated. The caller can leav e a message, and then press 0 or 9 to transfer to a configured operator . Configuring the Operator s Y ou can view the operators’ settings, and modify those set tings if your administrator allows it.
114 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Using Message W aiting Indicator to T elephone The Message W aiting Indicator (MWI) to T elephone allows a user to light a status button next to a programmable access button and leave a call back number on another telephone.
Using Message Waiting Indicator to Telephone 115 T o retrieve an MWI number: 1 Pick up the handset and press th e MWI Retrieve access button. The display panel shows the total n umber 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 .
116 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Y ou can cancel an MWI message only from the same extension from which you sent the MWI message. T o cancel an MWI messag e: 1 Pick up the handset and press Featur e + 413. Or press the MWI Cancel access button.
Dialing a Call to a Remote Office 117 Figure 6 Using Unique Extensions to Dial Remote Of fices 1 3 4 2 1 NBX System in Chicago Extension s: 1000–1999 2 Wide Area Network (WAN) 3 NBX System in Atlant.
118 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Figure 7 Using Site Codes to Dial Remote Of fices 1 3 4 2 1 NBX System in Chicago Extension s: 1000–3999 Site Code: 61 2 Wide Area Networ.
Delayed Ringing 119 ■ A 3Com 2101 Basic T elephone if a 3Com Attendant Console is associated with it. The administra tor 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.
120 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM Examples: ■ Some of your telephone lines are pr ovided by a telephone company that supports only pulse dialing while other lines are provided by a differ en t telephone company that supports DTMF dialing.
Additional Applic ations 121 Additional Applications These softwar e applications are avail able on the NBX Resource Pack CD : ■ NBX Call Reports * ■ NBX T API Service Provider (NBXTSP) ■ NBX De.
122 C HAPTER 7: G ETTING M ORE FROM Y OUR T ELEPHONE S YSTEM.
8 F EATUR E C ODES This chapter describes how to us e fe ature codes with the 3Com® T elephones. It covers these topics: ■ NBX T ones ■ Feature Codes with 3Com T elephones ■ Using Feature Codes.
124 C HAPTER 8: F EATURE C ODES ■ Error T one — Y ou hear the “fast bus y” tone, also called the “congestion” tone, w hen no circuits are available. In addition, you hear the Error T one if you make an error such as trying to enter an unsupported feature code, an invalid extension, or an invalid password.
Using Feature Codes 125 for the entir e system, some of these fe atures may not be a vailable to you. 3Com Basic T elephone Some of the featur es that are listed in Ta b l e 11 are al ready available .
126 C HAPTER 8: F EATURE C ODES Call Forward Busy F + 467 “F orwarding Incoming Calls” in Chapter 5 Call Forward No Answer F + 466 “Forwarding Inc oming Calls” in Chapter 5 Call Park — Park .
Using Feature Codes 127 Flash F + 260 If your NBX system is connected to a Central Office by one or more Analog Line Card ports, and if the CO provides your organization with a feature such as Call Waiting that requires a flash signal, use this sequence to signal the CO to put the existing call on hold an d toggle to the call that is waiting.
128 C HAPTER 8: F EATURE C ODES Ve r s i o n F + 827 Displays the NBX software version. V olume Up or Down F + 102 to raise the sound or F + 103 to lower the sound “Setting the Volume” in Chapter 5 WhisperPage F + 426 + destination extension + brief delay (0 - 9.
9 3C OM 3105 AND 1105 A TTENDANT C ONSOLES 3Com Attendant Consoles and the NBX Complement Attendant Software (CAS) application enable a receptionist to handle high call volumes efficiently .
130 C HAPTER 9: 3C OM 3105 AND 1105 A TTENDANT C ONSOLES 3Com Attend ant Console The 3Com 3105 and 1105 Atten dan t Consoles each have 50 Access buttons and 4 prepr ogrammed Feature buttons. Although the design of the two Attendant Consoles is different, the buttons work the same way .
3Com Attendant Console 131 Figure 8 3Com 3105 Attendant Console 1 Hold button — Places a caller on hold. 2 T ransfer button — Enables you to send a call to another telephone. 3 Direct Mail T ransfer button — Allo ws you to send a caller directly to another user’ s voice mailbox or phantom mailbox.
132 C HAPTER 9: 3C OM 3105 AND 1105 A TTEND ANT C ONSOLES 8 Shift button — Enables you to toggle between the two sets of Access button assignments on the Console. Press the Shif t button to switch between assignments 1 through 50 and assignments 51 through 100.
Opening the 3105 Attendant Co nsole Label Cover 133 3L a b e l s — Y ou can print labels for you r Attendant Console usin g the LabelMaker forms in the NBX NetSet utility or on the NBX Resource Pack CD . See “Printing Labels” in Chapter 6 . 4 T ransfer button — Enables you to send a call to another telephone.
134 C HAPTER 9: 3C OM 3105 AND 1105 A TTENDANT C ONSOLES Complement Atte ndant Software The Complement Atten dant Software is an optional component, which requir es a license. On yo ur personal computer , the Complement Attendant Software displays your telep hone dire ctory in a series of tabs.
Complement Attendant Software 135 Ta b l e 12 describes th e main elements of the Complement Attendant Software scr eens. Ta b l e 12 Elements of the Complement Atte ndant Screens Element Purpose Command Buttons The buttons on the main screen provide a quick and easy way to perform the various system functions.
136 C HAPTER 9: 3C OM 3105 AND 1105 A TTEND ANT C ONSOLES Ta b l e 13 describes Complement Attendant Software Command buttons. Ta b l e 13 Attendant Software Command But tons Button Purpose Answer/Release Answers an incoming call or releases an active call.
A T ELEPHONE I NSTALLATION AND M AINTENANCE This chapter covers these topics: ■ Connecting the T elephone ■ Attaching and Adjusting the Ar ticulating Support Br acket ■ Attaching and Adjusting t.
138 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE Figur e 11 shows undersid e of the 3Com 3102 Business T e lephone. Connection details for each type of 3Com device are listed on the packing sheet that is shipped with the device.
Attaching and Adjusting the Articulating Support Bracket 139 ■ The following device support brac kets have built-in strain relief clamps: 3101, 3102, 3102B , 3103, 3105, and 3100.
140 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE Figure 13 Adjusting the Support Bracket 1 Lock tab T o adjust the suppo rt bracket, press to r elease the lock tab, rotate the bracket to the position that you want, and then release the lock tab.
Attaching and Adjusting the Fixed Support Bracket 141 Attaching and Adjusting the Fixed Support Bracket The fixed support bracket is common to the following devices: ■ 3Com1105 Attendan t Console ■ 3Com 2101 Basic T elephone The fixed support bracket can be attached in low profile, high profile, or wall mount positions.
142 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE W a ll-Mount Position T o mount a device on a wall, put the bracket on the opposite end of the telephone in the low-profile positi on.
Moving Your Telephone 143 Security W all-Mount Bracket An optional security wall-mount bracke t that ensures that the device cannot be removed by unauthorized pe rsons is available for the following devices: ■ 3Com 2101Basic T elephones For how to order this bracket, consult your 3Com NBX V oice-Authorized Partner .
144 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE Ta b l e 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.
Troubleshooting Problems 145 When I try to access the NBX NetSet utility, I do not get a response after I type the NBX system’s IP address and press Enter . Ask your administrator to veri fy the IP address that you typed into your web browser. I am unable to log in to the NBX NetSet utility.
146 A PPENDIX A: T ELEPHONE I NSTALLATION AND M AINTENANCE.
I NDEX A Access buttons 1105 Attendant Console 132 2101 Basic T el ephone 27 3101 and 3101SP Basic T elephones 21 3105 Attendant Console 131 accessibility options 17 account codes (feature code ) 125 .
148 I NDEX 3105 Attendant Console 131 call permissions applying yours to another telephon e 87 introduction 87 mapping a button 73 call pickup dire cted 95 directed (featur e code) 126 group 95 group .
E 149 dynamic hunt groups 100 E electrical shock, avoiding 143 e-mail getting voice mail messages in 41 notification of voice mail messages 80 error tone 124 extend wrap-up time 99 user button mapping.
150 I NDEX 3101 and 3101SP Basic T elephones 56 by parking calls on a 21 01 Basic T elephone 109 feature code 12 7 introduction 56 more than one call 57 Hold button 1105 Attendant Console 133 2101 Bas.
N 151 creating and sending 36 forwarding 35 listening, from a remote location 33 listening, from telephone 33 listening, NBX NetSet utility 32 maximum length 30 private 40 rep l yi ng to 35 sending 36.
152 I NDEX 3105 Attendant Console 131 public address system 110, 111 pulse dialing 119 pulse to tone (feature code) 127 Q Quick Reference sheets 17 R receptionist and the Attendant Console 130 and the.
U 153 telephone maintenance 137 telephone number , for off-site notification 81 telephone support brackets 1105 141 2101 141 3101 and 3101SP 139 3105 139 telephones cleaning 143 connecting 137 mountin.
154 I NDEX.
An important point after buying a device 3Com 3101SP (or even before the purchase) is to read its user manual. We should do this for several simple reasons:
If you have not bought 3Com 3101SP yet, this is a good time to familiarize yourself with the basic data on the product. First of all view first pages of the manual, you can find above. You should find there the most important technical data 3Com 3101SP - thus you can check whether the hardware meets your expectations. When delving into next pages of the user manual, 3Com 3101SP you will learn all the available features of the product, as well as information on its operation. The information that you get 3Com 3101SP will certainly help you make a decision on the purchase.
If you already are a holder of 3Com 3101SP, but have not read the manual yet, you should do it for the reasons described above. You will learn then if you properly used the available features, and whether you have not made any mistakes, which can shorten the lifetime 3Com 3101SP.
However, one of the most important roles played by the user manual is to help in solving problems with 3Com 3101SP. Almost always you will find there Troubleshooting, which are the most frequently occurring failures and malfunctions of the device 3Com 3101SP along with tips on how to solve them. Even if you fail to solve the problem, the manual will show you a further procedure – contact to the customer service center or the nearest service center
