™
VCX Manager’s Telephone
Guide
VCX™ V7000 IP Telephony Solution
System Release 7.0
Part Number 900-0326-01 Rev AD
Published May 2006
http://www.3com.com/
CONTENTS
4
5
6
ABOUT THIS GUIDE
This guide describes how to set up and use 3Com® VCX™ telephones
and consoles.
This guide is for users of the following VCX hardware and software:
■
■
VCX 3103 Manager’s Telephone
VCX3105 Attendant Console and PC-based Self-conscious
If release notes are shipped with your product and the information there
differs from the information in this guide, follow the instructions in the
release notes.
CAUTION: The 3Com telephone system operates over the Ethernet local
area network (LAN), not through a traditional telephone connection.
Your telephone is connected to the 3Com system through an RJ45
Ethernet connector instead of through an RJ11 telephone connection.
Your telephone will not work unless it is connected correctly.
For information about installing your telephone, see the packing sheet
that came in the box with your telephone. The model number is on the
underside of the telephone. Contact your administrator if you have
questions about your telephone connection.
For information about the voice mail system and features, see the IP
Messaging Module User Guide - 3Com Native Interface or the IP
Messaging Module User Guide - Traditional Interface, depending on the
Telephone User Interface (TUI) enabled for your phone.
8
ABOUT THIS GUIDE
Conventions
Table 1 Icons
Icon
Type
Description
Information about important features or
instructions.
Alerts you to potential loss of data or
potential damage to an application, system,
device, or network.
Table 2 Text Conventions
Convention Description
Screen displays This typeface represents information as it appears on the
screen
Commands
The word “command” means that you must enter the
command exactly as shown and then press Return or Enter.
Commands appear in bold. Example:
To remove the IP address, enter the following command:
SETDefault!0 -IP NETaddr = 0.0.0.0
Italics are used to:
Words in italics
■
Emphasize a point.
■
Denote a new term at the place where it is defined in the
text.
Figures This guide provides figures and screen captures that contain sample data.
This data may vary from the data on an installed system.
Related Documentation
9
Related
Documentation
These 3Com documents contain additional information about the
products in this release that are a part of or support the 3Com
Convergence Application Suite.
The following documents are a part of the VCX IP Telephony Module:
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VCX Installation and Maintenance Guide
VCX Administration Guide
VCX Basic Telephone Quick Reference Guide
VCX Business Telephone Quick Reference Guide
VCX Manager’s Telephone Quick Reference Guide
VCX Feature Codes for Analog Telephones Quick Reference Guide
VCX Basic Telephone Guide
VCX Business Telephone Guide
VCX Manager’s Telephone Guide
VCX Security Guide
The following documents are a part of the IP Messaging Module:
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IP Messaging Module Product Overview
IP Messaging Quick Reference Guide - 3Com Native Interface
IP Messaging Module User Guide - 3Com Native Interface
IP Messaging Quick Reference Guide - Traditional Interface
IP Messaging Module User Guide - Traditional Interface
IP Messaging Module Operations and System Administration Guide
E-Mail Reader Application Quick Start Guide
The following documents are a part of the IP Conferencing Module:
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IP Conferencing Module Installation Guide
IP Conferencing Module Administration Guide
IP Conferencing Module User Guide
Convergence Center Client User and Administration Guide
The following documents provide information on products that support
this release:
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Enterprise Management Suite User Guide
Enterprise Management Suite Getting Started Guide
VCX V7111 Fast Track Installation Guide, Version 4.4
VCX V7111 VoIP SIP Gateways User Manual, Version 4.4
VCX V7122 SIP VoIP Gateway Installation Guide, Version 4.4
VCX V7122 VoIP SIP Gateways User Manual, Version 4.4
Comments
Send e-mail comments about this guide or about any Voice product
documentation to:
Include the following information with your comments:
■
■
■
■
Document title
Document part number (found on the front page)
Page number
Your name and organization (optional)
Example:
VCX Manager’s Telephone Guide
System Release 7.0
Part Number 900-0326-01 Rev AD
Page 25
Please address all questions regarding the 3Com software to your
authorized 3Com coordinator.
12
CHAPTER 1: GETTING STARTED
VCX Telephone
Overview
Your VCX telephone must be configured to work in an IP network. This
means your phone must be assigned an IP address so it can communicate
with other VCX phones and devices. Typically, your administrator assigns
IP values, including an IP address, as part of the installation process.
During the installation process, your administrator creates an account for
you. This account includes a telephone number and a voice mailbox. Your
administrator also assigns a password that associates your telephone
number and a voice mailbox with your account.
This chapter assumes that your administrator has either logged you in to
your telephone or has given you login instructions.
■
If you are logged in, the Display Panel on your phone shows the
current date and time, and your extension.
■
This guide describes the features available with your telephone, such as
telephone button functions, making and forwarding calls, and speed
dialing. In addition, your account includes a voice mailbox. Voicemail
features are provided by 3Com IP Messaging software. These features,
such as listening to or sending messages, are described in the IP
Messaging guide associated with your messaging system. See Additional
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 network.
One of the benefits of a telephone configured with an IP address is
portability. Depending on how your administrator has configured the
VCX system, you may be allowed to configure another VCX phone in the
system to duplicate your primary phone simply by logging in to the other
phone using your password (see Transferring Your Phone Settings to
Your VCX telephone can provide many features. Some of these features
are optional. Your administrator determines which features are available
for your telephone.
Initial Voice Mailbox Setup
13
Initial Voice
Mailbox Setup
When a caller dials your telephone number and you are unable to answer
the call, the caller hears a recording and is prompted to leave a message.
Before you can listen to messages in your voice mailbox, you must record
your name, a personal greeting, and change the default password you
use to access your mailbox.
Your administrator will provide you with the default password for initial
mailbox access. Typically, the default password is the last 4 digits of your
phone number. The first time you access your voice mailbox, the system
prompts you to change your password, record your name, and record a
personal greeting.
Note that the password you use to access your voice mailbox is not the
same password you use to log in to your telephone. When you change
the default voicemail password in the following procedure, you do not
change the telephone login password.
To initialize your mailbox:
1 Lift the handset.
2 Press the message button on your phone (see the chapter in this guide
that describes the buttons and controls for your particular phone model).
3 At the password prompt, use the keypad to enter your default password.
The voice prompt system describes the initialization process and
introduces the Setup Assistant function.
4 Follow the voice prompts to:
a Enter a new password (ask your administrator for password length
requirements; use digits only, * and # are invalid characters).
b Record a name announcement.
c Record a personal greeting.
5 Hang up.
14
CHAPTER 1: GETTING STARTED
Configuration
Options
Simple VCX telephone operations (for example, making a call,
transferring a call, and putting a call on hold) require no configuration.
Many VCX features, however, do require configuration (for example, call
forwarding and speed dialing). In general, you can configure these
features using one of the following methods:
■
The Telephone User Interface (TUI) is a phone-based interface that
allows you to manage your user account and VCX telephone by
entering commands using the telephone keypad. The command used
to enable or disable a feature is executed by entering a feature code.
Configuration options and prompts are displayed on the telephone
Many options configured through the TUI require entering a feature
code.
■
■
■
Basic telephone operation, such as making calls and putting a call
Features that must be configured, such as speed dialing and call
■
The VCX User Interface is a web browser-based application that allows
you to manage your user account and VCX telephone. Most of the
options available through this interface are also available through the
Interface.
Additional
Information
Sources
You may also want to refer to the following documents in the VCX
documentation set for additional information:
■
VCX Manager’s Telephone Quick Reference Guide — Provides a
single-sheet reference that describes commonly used Model 3103
telephone features.
■
IP Messaging Module User Guide - 3Com Native Interface or the IP
Messaging Module User Guide - Traditional Interface — Provides
information about the voicemail system and features available on your
phone. The Guide you should reference depends on the Telephone
User Interface (TUI) enabled on your phone. Ask your administrator for
details.
16
CHAPTER 2: VCX V7000 MANAGER’S TELEPHONE — MODEL 3103
Telephone Buttons
and Controls
Figure 1 shows the buttons and controls on the VCX Model 3103
Manager’s Telephone.
Figure 1 VCX Model 3103 Manager’s Telephone
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1 Message Waiting Indicator (MWI) — When lit, indicates that you have
at least one unreviewed message (voice, e-mail, or fax) in your mailbox.
This indicator also flashes when your telephone rings.
2 Display Panel — Displays telephone status messages, Caller ID
information (if enabled), and the number of new messages (voice, e-mail,
and fax) that you have in your mailbox. You can also use the display panel
to access the following options:
■
Messages — Allows you to access messages stored in your mailbox.
■
Directory — Displays a directory of the people in your organization.
You can search the directory, select a user, and make a call.
■
■
Call Logs — Displays a list of received, missed, and placed calls. You
can select and return a call, or clear a call from the log.
Features — Provides access to features such as call forwarding, call
park, password change, and hunt group login. See Feature Options
for more information.
You can manage items in the Display Panel with the buttons to the right
(see 3), the left (see 21), and below (see 19) the panel.
Telephone Buttons and Controls
17
3 Right Buttons — Invoke the action list for a corresponding call. When a
phone call is associated with the button, the button opens or closes a call
action list. Scroll through the list and select an action by pressing the
corresponding right button or press the Select button (see 6).
When there is a list option (not a call) associated with the button, the
button activates the option.
Bottom Right (Advanced Settings) Button — provides users access to
configure the phone to the call processor server. Settings include:
■
■
■
Set Primary PBX IP — sets the primary IP address of the call
processor server
Set Secondary PBX IP — sets the secondary IP address of the call
processor server
Set Dialing Domain — sets the dialing domain for your phone. The
default dialing domain is 000.000.000.000.
■
■
■
Set My Phone Number — set the phone number for the phone
Set My Password — sets the user password
Change Login Status — sets the login status associated with the
system.
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Set External IP — sets the IP address of the Media Gateway for the
external telephone network
View Debug Events — used by network administrators
Refer to the VCX System Administrator’s Guide for details on how to use
the Advanced Settings feature.
4 Access Buttons — Your administrator assigns default functions for these
buttons and may allow you to reprogram a button’s function (for
example, create more personal speed dial buttons). See Access Buttons
5 Label Area — Provides space for inserting a label that describes the
6 Select Button — Selects the highlighted item in a list on the Display
Panel.
7 Scroll Buttons (Up, Down, Left, Right) — Moves items up and down
in the Display Panel if there are more than three calls or list items to be
displayed. Arrows in the display show if there are more calls or items
above or below those displayed.
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CHAPTER 2: VCX V7000 MANAGER’S TELEPHONE — MODEL 3103
The left and right buttons move you to the top or bottom of a list or
move the cursor left or right when you enter data.
8 Release Button — Hangs up the current active call.
9 New Call Button — Initiates a new telephone call.
11 Transfer Button — Sends the currently active call to another telephone.
12 Conference Button — Establishes a single call with up to three
additional internal parties, external parties, or both. See Setting up a
13 Redial Button — Redials the last telephone number or extension that
14 Speaker Button — Enables you to use the speaker phone feature. Press
the Speaker button before you dial the call, when your telephone is
ringing, or while a call is in progress. To turn the speaker phone off and
continue the conversation, pick up the handset.
15 Telephone Key Pad — Enables you to dial calls, enter Feature Codes, or
enter other passwords and numbers required for features.
16 Volume Down — Lowers the volume of the ringer, the speaker, the
17 Mute Button — Enables you to prevent callers from hearing what you
are saying during a telephone call, although you can still hear them. See
18 Volume Up — Raises the volume of the ringer, the speaker, the handset,
19 Bottom Soft Buttons — There are four soft buttons that activates the
tabbed command displayed above a corresponding button. The
commands change according to context. Possible options include access
to messages, directories, call logs, and feature dialogs.
20 Handset
21 Left Line Buttons — There are three line buttons that control the call
displayed beside the corresponding button. Up to three calls can be
displayed at one time. Press a left line button to answer an incoming call,
rejoin a call on hold, and select it for other action. If there is no call
associated with a line button, press it to start a new call.
Access Buttons
19
Access Buttons
Figure 2 shows the 8 Access buttons on the VCX Model 3103 Manager’s
Telephone.
The buttons are assigned default functions (described in the following
list) by 3Com. Your administrator can change these defaults and may
allow you to reprogram some or all of the button functions. Ask you
administrator for more information.
You can view button assignments through the Telephone User Interface
User Interface (see Assigning Access Button Functions Using the VCX
Figure 2 VCX Model 3103 Access Buttons
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Access buttons have these default settings:
2 Call Forward — Allows you to forward calls to different destinations.
3 Call Park — Allows you to place a call in a “holding pattern” and retrieve
5 Personal Speed Dial 2
6 Personal Speed Dial 3
7 Personal Speed Dial 4
8 Personal Speed Dial 5
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CHAPTER 2: VCX V7000 MANAGER’S TELEPHONE — MODEL 3103
Status Lights for
Access Buttons
An Access button that is set up for incoming and outgoing calls indicates
Table 3 Status Lights for Access Buttons
Off
The line is
Available for use
In use
Steady
Feature Options
Your Manager’s phone provides a full range of features. You can access
some of these features (for example, call transfer) by pressing a dedicated
button. These features, and basic phone operations such as making and
You can access some Manager’s phone features by pressing the Features
either of the following methods:
1 Press the Features soft button.
3 Enter any additional values following display panel prompts.
Or
1 Press the Features soft button.
2 Scroll to the feature by pressing the Scroll Down (
3 Press the Select soft button.
) button.
4 Enter any additional values following display panel prompts.
Feature Options
21
Figure 3 Features Soft Button
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Standard Features for detailed information.
■
Anonymous All— Controls whether your Caller ID (your name and
extension) is shown on the Display Panel of the telephone receiving
■
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Anonymous Next — Restricts Called ID information from displaying
only on the next call that you make.
Call Forward All — Allows you to redirect incoming calls to another
Call Forward Busy — Allows you redirect incoming calls to another
Call Forward No Answer — Allows you redirect incoming calls to
another destination when your phone rings but is not answered. See
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COS Override — Class of Service (COS) Override allows you to apply
the features of your own 3Com telephone temporarily to another
3Com telephone on the same local network.
Do Not Disturb (DND) — Forces incoming calls to go immediately to
22
CHAPTER 2: VCX V7000 MANAGER’S TELEPHONE — MODEL 3103
■
■
Forward to Mail — Forwards incoming calls to your voice mail. See
Handsfree (toggle) — When enabled, you can use your phone as an
intercom. You can answer internal (intercom) calls without picking up the
handset. When you receive an internal call, your telephone sounds a tone
and activates the speaker phone.
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Hunt Group Login Enabled — When enabled by your administrator,
Last Number Redial — Redials the last telephone number or
extension that you called.
Pickup, Directed — Allows you to answer a call ringing on another
Speed Dials: Personal — Allows you to create up to nine internal or
external personal speed dial numbers.
Speed Dials: System — Displays commonly used internal or external
speed dial numbers that the system administrator assigns.
Supervisory Monitoring — When enabled by your administrator,
this feature allows you to monitor another user’s phone calls. See
■
■
User Configurations — Except for adjusting the display panel
contrast, this feature is for system administrator use only.
Version — Displays the current phone software version.
Display Panel Contrast
23
Display Panel
Contrast
You can adjust the Display Panel contrast as one of the User
Configuration Features.
To adjust the contrast:
1 Press the Features soft button.
2 Scroll to User Configuration and press Select.
3 Scroll to Modify Display and press Select.
4 Press Select to choose Set Contrast.
5 Change contrast using the left and right scroll buttons.
6 Press Exit when you have finished.
Other User Configuration items should only be changed with the advice
of your administrator.
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CHAPTER 2: VCX V7000 MANAGER’S TELEPHONE — MODEL 3103
26
CHAPTER 3: BASIC TELEPHONE OPERATION
Logging In to Your
Telephone
Your administrator assigns an extension (telephone number) and initial
password to your phone.
If you hear a dialtone and the Display Panel on your phone shows the
date, time, and a telephone extension, you are logged in and can make
calls:
Extension: 1001Feb 17 08:12:00
Note that your administrator initially determines the format for the date
and time display. You can change this format (and time zone location of
your phone) through the VCX User Interface. See VCX User Interface
Overview and the VCX User Interface online Help.
If you do not hear a dialtone and the Display Panel on your phone shows
the following information, you are not logged in and cannot make calls:
Use Program btn to login
Logged out from PBX
To log in to your phone:
1 Press the bottom right soft button (Advanced Settings) + 6 (Change
Login Status), and then press the Select soft button.
2 Enter your password and press #.
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Logging In to Your Telephone
27
If the password you entered is associated with the phone extension, you
are logged in.
If the Display Panel alternately shows the following information, the
password you entered is not associated with the phone extension or the
extension has not yet been assigned to the phone:
Invalid number/password:
Then:
Unable to contact PBX
Logged out from PBX
In this case, use the following steps to log in to your phone:
1 Press the bottom right soft button (Advanced Settings) + 4.
The Display Panel shows:
Local Phone Number:
2 Enter your extension and press #.
If the Display Panel shows a previously assigned number that you want to
replace, press the Delete button under the Display Panel to move the
cursor back one space. Repeat as necessary and then enter your
extension and press #.
The Display Panel shows:
Enter Password:
3 Enter your password and press #.
Alternatively to set a password locally, you can use the Password Stored
Locally feature code (434) by entering the bottom right soft button
(Advanced Settings) + 5, then enter the password. You can use this
feature codes.
Changing Your You can change your password through the VCX User Interface (see
However, your password is also stored locally on your telephone.
Changing your password through the VCX User Interface does not
change the password stored on the phone. You must use the Telephone
28
CHAPTER 3: BASIC TELEPHONE OPERATION
User Interface (TUI) and change the local password to match the
password stored on the call processor by following these steps:
1 Press the bottom right soft button (Advanced Settings) + 5.
The Display Panel shows:
Enter Password:
2 Enter your new password and press #.
The VCX call processor periodically communicates with each VCX
telephone. If you change your password through the VCX User Interface
but do not change it through the TUI, the VCX call processor detects a
password mismatch and logs you out. If this happens, follow steps 1 and
2 to log in.
Answering a Call
To answer an incoming call, lift the handset.
Alternatively, you can press the Speaker button. If you have enabled
Handsfree Active on Intercom, you can simply speak to answer internal
calls.
If your phone includes multiple access lines, press the Access button for
the line on which the new call is arriving (the light next to the button will
be flashing).
If you have multiple calls, press the left line soft button for the line on
which the new call is arriving.
The Display Panel can display up to ten active calls, but only three can be
visible on the display. To access active calls that are not visible, use the
scroll down button. If the Display Panel contains ten active calls and you
have a new incoming call, it is forwarded to your voicemail.
Unanswered calls are sent to either your call coverage point which, by
default, is your voice mailbox or your configured call forwarding
Making Calls
29
Answering a On 3Com Manager’s Telephones, when a new call arrives while you are
Second Call on a call:
1 Press the Left soft button next to the new call on the display. You are
connected to the new call. The current call hangs up.
2 To return to the earlier call, you must redial the number.
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3ECOND INCOMING CALL
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Making Calls
This section describes standard dialing features.
The VCX administrator can configure calling restrictions for some, one, or
all the phones at a site. These restrictions may limit the outbound calls
(external or to another company site) a phone can make. Ask your
administrator if any calling restrictions have been implemented on your
phone system.
Making Internal Calls To dial an internal call:
1 Pick up the handset. Alternatively, you can press the Speaker button or
press the New Call button. If no call is associated with one of the Left
buttons, you can press it to access a new line. You hear the dial tone.
2 Dial the extension. Alternatively, you can 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.
30
CHAPTER 3: BASIC TELEPHONE OPERATION
3 When you complete the call, hang up the handset. If you pressed the
Speaker button, press it again to end the call. Or you can press the
Release button.
Redialing a Call To redial a number on a 3Com Manager’s Telephone:
■
Pick up the handset and press Redial to dial the most recent number
that you called.
■
Use the Call Logs on the display panel to redial a recently missed,
answered, or dialed call.
Making External Calls To dial an external call:
1 Pick up the handset. Alternatively, on 3Com Manager’s Telephones, you
can press the Speaker button, or you can press the New Call button. If
no call is associated with one of the Left buttons, you can also press it for
a new line. You hear the dial tone. If necessary, dial the number required
to access an external line (for example, 9). 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 Placed Calls, Received Calls, or Missed Calls, or a personal or
system-wide speed dial number. If you have programmed one of the
One-Touch buttons, press that button.
3 When you finish speaking, hang up the handset. If you pressed the
Speaker button, press it again to end the call.
Making a Call to a You can dial calls between sites in your organization that are separated
Remote Office geographically but that are linked by a Wide Area Network (WAN)
connection. Each site must have an VCX system. Typical configurations
are described in the next sections.
Using Unique Extensions
In some companies with geographically separated offices, everyone in the
entire organization has a unique telephone extension. Whenever you
make a call to an extension that is not located at your own site, your VCX
system sets up a connection to the VCX system at the other extension’s
site.
Making Calls
31
For example, suppose a company has three offices:
■
■
■
Phones at the Chicago office use an extension range from 1000
through 1999.
Phones at the Atlanta office use an extension range from 2000
through 2999.
Phones at the Dallas office use an extension range from 3000 through
3999.
In this example, to call a user in Dallas, a user in Chicago dials a Dallas
extension (3000 through 3999). The dial plan on the Chicago VCX system
sets up the necessary connection to the Dallas VCX system and then to
the extension at that site.
Using Site Codes
In some companies with geographically separated offices, phone
extensions may not be unique. If some users have overlapping telephone
extensions, your administrator can configure your telephone system to
require site codes that you must use to dial people at remote offices. Your
administrator chooses the site codes for your system. In this case, you dial
a site code first, followed by the extension at the site.
For example, suppose a company has three offices:
■
■
■
Phones at the Chicago office use an extension range from 1000
through 3999. The site code for Chicago is 61.
Phones at the Atlanta office use an extension range from 1000
through 3999. The site code for Atlanta is 62.
Phones at the Dallas office use an extension range from 1000 through
3999. The site code for Dallas is 63.
In this example, to call someone in Atlanta, a user in Chicago dials the
site code 62 and then the appropriate extension (1000 through 3999). To
reach a user in Dallas, a user in Chicago dials 63 and then the appropriate
extension (1000 through 3999). The site code prevents conflicts between
the remote extension number and a duplicated extension number at the
local site (Chicago).
Class of Service The Class of Service Override feature allows you to apply the capabilities
Override of your own VCX telephone temporarily to another VCX telephone on
the same local network.
32
CHAPTER 3: BASIC TELEPHONE OPERATION
For example, the telephone in a conference room may be configured to
prevent long-distance telephone calls. You may, however, need to place a
long-distance call during a meeting. If the permissions included with the
Class of Service on your phone allow long-distance calling, you can use
the Class of Service Override feature to apply your phone features to the
conference room phone for one call only.
To activate the one-call-only Class of Service Override for a Manager’s
phone:
1 Press the Features soft button.
2 Scroll to the COS Override feature.
3 Press the Select soft button. The display panel displays COS Override
onfor a few seconds.
4 Enter the COS number (your phone extension) and press #.
5 Enter the COS password (your telephone password) and press #.
6 When you hear the dial tone, dial the destination telephone number.
When you use Class of Service (CoS) Override, any reports that are
generated on the VCX system indicate that the CoS features of your own
VCX telephone were applied temporarily to the telephone on which you
made the call.
Terminating Calls
You can terminate a call (hang up) by replacing the handset. Alternatively,
depending on your phone model, you can press the Release button, or if
the call is on Speaker, turn the Speaker off by pressing the Speaker
button.
Using the
Telephone Display
Panel
The Display Panel shows the current date and time, and your extension
number. It can also show features that you have enabled. For example, if
you are logged in to a hunt group, the Display Panel shows hunt group
login enabled.
The Display Panel can also list telephone status messages, Caller ID
information (if enabled), and the number of new messages (voice, e-mail,
and fax) that you have in your mailbox.
Using the Telephone Display Panel
33
The list of new messages in the Display Panel depends on the status of
each message. A new message can be:
■
Unreviewed — An unreviewed message has never been listened to
or acted upon (saved or deleted).
■
Reviewed — A reviewed message has been listened to but has not
been acted upon (saved or deleted). A message may reach this state if
you listen to the message and then hang up.
The Display Panel shows the number of messages in your mailbox (and
the MWI is lit) only if you have at least one unreviewed message. If you
review the last new message and do not act on it, the Display Panel
shows the date and extension, and MWI is off. If your mailbox then
receives a new message, the Display Panel shows the following (and MWI
is lit): 2 Msgs 1 New. The 2 Msgsinclude the just received new,
unreviewed message and the other message which is new but reviewed.
The 1 Newindicates the just received new, unreviewed message.
The Display Panel also shows the number of missed calls. Missed calls
include unreviewed messages in your mailbox and any other calls that
you did not answer. For example, you can configure your default call
coverage point to be no coverage. In this case, if you do not answer a
call, when the call terminates the caller hears a busy tone and the call is
not forwarded or sent to your mailbox. The Display Panel on your phone
shows Missed 1. If you press the Call Logs soft button below the Display
Panel, you can scroll through the list of missed calls and to show you the
name of the calling party. Press the Select soft button to automatically
dial the listed extension.
You can also use the Display Panel to view or enable the following
features:
■
■
■
■
Call History — Displays logs of your recent missed, answered, and
User Directory — Displays a directory of the people in your
Call Features — Displays the list of telephone features (note that
some features may be disabled by your administrator). See Feature
34
CHAPTER 3: BASIC TELEPHONE OPERATION
■
Advanced Settings — Configures network parameters, sets your
phone password and changes your login status.
CAUTION: Network parameter options are for administrator use only.
Unauthorized changes to network parameters will disconnect your
phone.
Controlling the
Volume
Use the Volume Control buttons to raise or lower the volume of the
ringer, handset, or speaker.
Adjusting the volume control of one device DOES NOT affect the volume
control of the other devices. For example, lowering the volume of the
speaker has no effect on the handset volume. Changes you make to any
device remain in effect if you reset the phone to its default settings.
■
Ringer 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.
■
Handset Volume — To raise or lower the volume of the dial tone and
the voice level of your callers, lift the handset then press the up or
down Volume Control buttons repeatedly until the volume is at the
level you prefer. You can change the volume during a conversation or
by listening to the dial tone.
■
■
Headset Volume — During a call, press the up or down Volume
Control buttons repeatedly until the volume is at the level you prefer.
Speaker Volume — To raise or lower the volume of the speaker,
press the Speaker button and then press the up or down Volume
Control button repeatedly until the volume is at the level you prefer.
You can change the volume during a conversation or by pressing
Speaker and listening to the dial tone.
When you press a Volume Control button, the Display Panel shows the
volume setting as a series of dark vertical bars. Repeatedly pressing a
Volume Control button raises the volume (increases the number of
displayed bars) or lowers the volume (decreases the number of displayed
bars.
Using the Hands Free Feature
35
Using the Hands
Free Feature
You can use your phone as an intercom. You can answer internal
(intercom) calls without picking up the handset. When you receive an
internal call, your telephone sounds a tone and activates the speaker
phone.
An external call (a call from outside your local call processor) rings to your
telephone as usual.
If your telephone is part of a bridged extension, see Hands Free and
Bridged Line Calls for additional information.
To enable the Hands Free feature on a Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to Handsfree.
3 Press Select.
To cancel Handsfree:
1 Press the Features soft button.
2 Scroll to Handsfree.
3 Press Select.
You can also enable and disable Hands Free by using Feature Code 100.
Using a Headset
The Model 3103 Manager’s telephone has a headset jack located on the
underside of the telephone.
To prepare the headset for all calls:
1 Plug the headset connector into the headset jack on the underside of the
telephone.
2 Log into the VCX User Interface and select My Extensions and then
select the Button Mappings tab.
3 Change the phone type to 3103 Manager Phone and then click Select.
4 Assign one of the access buttons to Headset. Click Save.
5 On the 3103 phone, press the Headset access button you assigned.
6 Verify that the indicator light next to the Headset button comes on.
36
CHAPTER 3: BASIC TELEPHONE OPERATION
To answer a call when you are using the headset:
1 Put the headset on. When a call comes in, press the left soft button
associated with the incoming call.You are connected to the call.
The handset can be either on hook or off hook.
2 To end a call when you are using the headset, press the Release button
on the telephone.
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 conditions 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 example, 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, 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.
3 On the amplifier, set the headset button to On.
Putting a Call
on Hold
To put a call on hold:
1 Press the Hold button. Or press the Right button corresponding to the
call for the Actions menu, scroll to Hold, and press Select.
2 To return to the call, press the corresponding Left button. Use the scroll
buttons to locate the call if necessary.
Music on Hold If configured by the administrator, callers on hold hear music while they
wait.
Transferring a Call
37
Dialing a New Call You can put a call on hold, dial a new call, and toggle between the two
While on a Call calls:
1 Press the Hold button. Or press the Right button corresponding to the
call for the Actions menu, scroll to Hold, and press Select.
2 Press an Access button, the New Call button, of the Left button to
choose a new line.
3 When you hear dial tone, dial the second call.
Answering a New You can put your current call on hold, answer a second call, and then
Call While on a Call toggle between the two calls:
1 Press Hold and then the Left soft button next to the new call on the
display. You are connected to the new call. The current call is put on hold.
2 To return to the earlier call, press Hold and the Left soft button
corresponding to the earlier call on the display.
Transferring a Call
When you are on a call, the Transfer feature allows you to send the call
from your telephone to any other internal line. For unattended or
attended transfers, if your call permissions allow, you can send the call to
an external line.
Conferencing, and Bridged Line Calls for additional information.
You can also transfer a call to another subscriber’s voice mail. See
Unattended Transfer In an unattended transfer, you transfer the call without notifying the
recipient. You can either use the Transfer button or the transfer feature
code:
1 While on a call, press Transfer. The call is placed on hold, you hear a dial
tone, and the system prompts you enter a destination number.
2 Dial the number to which you want to transfer the call or choose the
number from the Directory or Speed Dial lists.
3 Hang up.
The call is disconnected as soon as the transfer starts, which frees up your
line. If the transfer cannot be completed:
38
CHAPTER 3: BASIC TELEPHONE OPERATION
■
■
The call is forwarded to the called party’s call coverage point (by
If the called party’s default call coverage point is No Coverage, the
call is returned to (rings back at) your extension. If you are
unavailable, the call is forwarded to your call coverage point.
Attended Transfer In an attended transfer, you announce the call to the recipient. You can
either use the Transfer button or the transfer feature code.
To announce a transfer:
1 While on a call, press Transfer. The call is placed on hold, you hear a dial
tone, and the system prompts you enter a destination number.
2 Dial the extension number to which you want to transfer the call or
choose the number from the Directory or Speed Dial lists.
The VCX call processor dials the call.
3 When the recipient answers, announce the call. Note that, at this point
you cannot return to the original caller.
■
If the recipient wants to take the call, press Transfer or press the
Complete soft button. Hang up.
■
If the recipient does not want to take the call, press the Release
button. The call you tried to transfer is now on hold. Return to the
original caller.
Serial Transfer A serial transfer is like an unattended transfer except that when the
destination hangs up at the end of the call, the caller rings back to you as
the attendant who made the transfer. With your help, the caller can
make a single call to the organization and make a series of internal
connections with a series of transfers. You can either use a mapped
button on the Attendant Console or the serial transfer feature code:
Mapped Button Method
1 Press the mapped Attendant Serial Calling button on the Attendant
Console.
2 Press the button mapped to the called party’s extension on the Attendant
Console.
3 Press the mapped Attendant Serial Calling button again on the Attendant
Console to complete the call.
Muting Calls
39
Serial Transfer Feature Code Method
1 While on a call, press Feature + 471. The call is placed on hold, you hear
a dial tone, and the system prompts you to enter a destination number.
2 Dial the number to which you want to transfer the call or choose the
number from the Directory or Speed Dial lists, and then press # to
complete the call.
3 Hang up.
When the destination phone hangs up, the caller returns to you.
Serial transfers:
■
Apply to a single transfer. Repeat for subsequent transfers even for the
same caller.
■
■
■
Can be mapped to a button on an Attendant Console.
That cannot be completed return directly to the attendant.
If the calling party reaches the called party’s voice mailbox, the calling
party can press 99 to return to the attendant.
Muting Calls
You can prevent callers from hearing you by turning off the telephone’s
microphone when you are using the handset or headset, or when your
telephone is in speaker phone mode.
To mute your phone:
1 While you are on a call, press Mute. The light next to the Mute button
comes on. Callers cannot hear you.
2 To turn this feature off, press Mute.
Mute Ringer
You can prevent the phone’s ringer from ringing by enabling this feature.
By default, the phone’s ringer is enabled (feature disabled). You can
enable or disable the phone’s ringer at any time while either on the
phone or on-hook, but the change takes effect on the next incoming call.
All non-ringer tones are unaffected. All ring tones, such as, internal
domain, external domain, and anonymous tones are affected for all
primary, bridge, and hunt-group calls. A user with a phone on hands-free
hears the hands-free tone. A user that receieves a page hears the page
tone.
40
CHAPTER 3: BASIC TELEPHONE OPERATION
If the VCX system or the phone reboots or is upgraded with new
software, the ringer resets to the default ringer enabled (feature disabled)
mode.
To mute the phone ringer:
1 Press Feature + 489. The LCD displays:
Ringer is now muted.
2 To clear the display, press the Clear soft button. The next time you receive
an incoming call, the ringer is muted.
3 To turn this feature off, press Feature + 489 again. The LCD displays:
Ringer is now enabled.
4 To clear the display, press the Clear soft button.
Activating Do Not
Disturb
When you enable Do Not Disturb, incoming calls immediately go to the
call coverage point set by you or your administrator. The default call
coverage point is your voice mailbox. The call coverage point is set
When your telephone is in Do Not Disturb mode:
■
An incoming call does not cause your phone to ring. If you are logged
in to multiple phones using the same phone number and one of the
phones enables Do Not Disturb, the feature applies to all phones—an
incoming call will not ring on any of the phones.
■
■
You can use the phone to dial outgoing calls.
If you enable Do Not Disturb while one or more calls are ringing, the
pending calls are sent to your call coverage point and Do Not Disturb
is enabled for all subsequent calls.
■
If you are a Hunt Group member and you enable Do Not Disturb,
personal (non-Hunt Group) calls go to your call coverage point.
However, Hunt Group calls always ring on a member’s phone,
regardless of the Do Not Disturb setting.
If your telephone is part of a bridged extension, see Do Not Disturb and
Bridged Line Calls for additional information.
Activating Do Not Disturb
41
To activate Do Not Disturb:
1 Open the Features tab, then scroll down the list of features and select
Do Not Disturb.
Your telephone is now in Do Not Disturb mode. The display panel shows
DND.
2 To disable Do Not Disturb mode, repeat step 1. The DND message
disappears from the display panel.
42
CHAPTER 3: BASIC TELEPHONE OPERATION
FEATURE CODES
4
This chapter describes how to use VCX feature codes on a VCX telephone
to enhance the operation of your phone. A feature code is a sequence of
numbers you enter on the telephone keypad to enable a feature that is
not mapped to a button.
This chapter includes the following topics:
■
■
44
CHAPTER 4: FEATURE CODES
Feature Code
Overview
Some common telephone features are mapped to buttons (Hold, for
example). However, the number of buttons varies on each model of VCX
phone. Furthermore, the number of VCX features exceeds the number of
buttons available on any phone. Feature codes allow the VCX telephone
feature set to be available to all VCX phones, regardless of the number of
buttons on the phone.
Each feature is assigned a unique three-digit feature code. You can
invoke a feature by entering the numeric code assigned to a particular
feature. For example, you can use a feature code to enable call
forwarding and specify a destination number.
You can access all Manager’s phone features by pressing the Features
soft button. You can then enable a feature using either of the following
methods:
1 Press the Features soft button.
3 Enter any additional values following display panel prompts.
Or
1 Press the Features soft button.
2 Scroll to the feature.
3 Press the Select soft button.
4 Enter any additional values following display panel prompts.
Feature Codes
Table 4 lists the features that you can control with feature codes. Features
are listed alphabetically and include the required feature code syntax and,
in most cases, a reference for more information. In the syntax, the
notatio-n <parameter>represents a variable that you must supply, for
example, a telephone extension.
Table 4 VCX Feature Codes Alphabetical by Feature or Task
Feature
Feature Code Entry
Description
Anonymous All
(Enable/Disable)
Feature + 889
Or
*889
Feature Codes
45
Table 4 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Feature + 890, then <destination>
Or
Description
Anonymous Next
(Enable/Disable)
*890*<destination>
Feature + 428
Barge In
Used with Silent Monitor. See Silent
Beep — Send
Feature + 331
Sends a page (a beep) between phones.
The sending phone displays the target
extension. The target extension displays
the sending extension.
Call Forward Busy
Feature + 467, then <destination>
Or
*467*<destination>
Call Forward Ring No Answer Feature + 466, then <destination>
Or
*466*<destination>
Call Forward Universal
Feature + 465, then <destination>
Or
*465*<destination>
Feature + 462
Call History
Call Park a Call
Feature + 444, then <call park
extension> (or accept the default)
Call Pickup — Directed
Feature + 455, then <security code>,
then <destination>
Or
*455*<security code>*<destination>
Feature + 456, then <security code>
Or
Call Pickup — Group
Camp On
*456*<security code>
Feature + 469, then <destination>
Completes call when busy destination
extension becomes available. See
Class of Service (COS)
Override
Feature + 433, then <your extension>,
then <your mailbox password>+ #, then
<outside party number>
Conference Call
Feature + 430
46
CHAPTER 4: FEATURE CODES
Table 4 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
Conference Drop
Feature + 431
Display Software Version
Feature + 837
Displays the current version of VCX
software running on the phone.
Do Not Disturb
(Enable/Disable)
Feature + 446
Or
*446
Hands Free
Feature + 100
Enables or disable the Hands-Free
feature. See Using the Hands Free
Headset
Hold
Feature + 112
Feature + 402
Hunt Group or Calling Group Feature + 971, then <hunt group
Login/Logout
number>
Or
*971*<hunt group number>
Feature + 972
Feature + 128
Feature + 101
Feature + 489
Feature + 120
Hunt Group Status
Login/Logout (phone)
Mute
Mute Ringer
OK
Displays OK in the Display Panel. Used to
make a call without waiting for the call
completion time-out value to expire.
Password Stored Locally
Feature + 434, then <current password> Stores the password you use to log in to
your telephone on the phone (locally). If
you use the VCX User Interface to
change your password, use this feature
code to set the password stored on the
phone, thus synchronizing the
passwords. See Changing Your
Password and the VCX User Interface
online help for more information.
Program
Feature + 410
Displays the Program menu in the
Display Panel.
Redial
Feature + 401
Feature + 111
Release
Cancels the current operation.
Feature Codes
47
Table 4 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
Remote Call Forward
Feature + 468, then <extension to
forward> + #, then <destination> + #
Or
*468*<extension to forward>
*<destination>
Retrieve Voice Mail
Feature + 600
The first entry simulates pressing the
MSG button.
Or
The second entry allows you to leave a
message in another mailbox or access
your own mailbox. Follow the prompts.
*600
Scroll Down Button
Scroll Up Button
Serial Transfer
Feature + 109
Feature + 108
Feature + 471
Simulates pressing the scroll Down
button to navigate through items in the
Display Panel.
Simulates pressing the scroll Up button
to navigate through items in the Display
Panel.
Transferred call returns to attendant at
Silent Monitor
Feature + 425
Feature + 429
Silent Monitor Block
Allows an agent to make a private call by
blocking an attempt to monitor the
agent phone. See Silent Monitor and
Soft Button 1
Soft Button 2
Feature + 105
Feature + 106
Simulates pressing the Slct (Select)
button to select an item in the Display
Panel.
Simulates pressing the Back button.
Action depends on contents of the
Display Panel. Either moves the cursor
left one position or sorts listed items.
Soft Button 3
Feature + 107
Feature + 104
Feature + 464
Simulates pressing the Exit button to
exit the current function in the Display
Panel.
Speaker — On/Off
Speed Dial — Display
Speak and listen without picking up the
handset. Not available on Model 2101 or
Model 3101 Telephones.
Lists the configured speed dial numbers
in the Display Panel.
48
CHAPTER 4: FEATURE CODES
Table 4 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Feature + 601 + n
Or
Description
Speed Dial — Personal
Allows you to dial a personal speed dial
number. To configure personal speed
*601*n,
where n is the speed dial digit (1 through
9) associated with the number you want
to dial.
Speed Dial — System
Feature + 700 + speed dial number
Allows you to dial a system speed dial
number. To configure personal speed
Or
*700*n#, where n is the speed dial
number associated with the number you
want to dial.
Transfer
Feature + 420, then <destination> +
hang up
This is an unattended transfer. For an
attended transfer, see Transferring a
Call.
Transfer to Voice Mail
(Enable/Disable)
Feature + 440
When enabled, transfers all calls to the
voice mail. See Forwarding Calls to Voice
Mail.
Or
*440
Transfer to Another User’s
Voice Mail
Feature + 441, then <destination>
Or
Transfer, then*441*<destination>, then
Transfer
User Directory
Feature + 461
Lists the users in the local user directory
or, if enabled, the users in the global
user directory. See Viewing the User
View Personal Speed Dials
View System Speed Dials
Feature + 463
Feature + 464
Displays the personal speed dial
numbers
Displays the system speed dial numbers
Feature Codes
49
Table 4 VCX Feature Codes Alphabetical by Feature or Task (continued)
Feature
Feature Code Entry
Description
Volume — Up or Down
Feature + 102 to raise the volume
or
Adjusts the volume setting for the
current mode:
Feature + 103 to lower the volume
■
If the handset is in the cradle and the
speaker is disabled, adjusts the ring
volume setting.
■
■
If the speaker is enabled, adjusts the
speaker volume setting.
If the handset is not in the cradle and
the speaker is disabled, adjusts the
handset volume setting.
50
CHAPTER 4: FEATURE CODES
STANDARD FEATURES
5
This chapter describes the standard VCX telephone features that you can
set up and access through the Telephone User Interface (TUI) on your
telephone.
Chapter 6 describes the telephone features that require configuration
through the VCX User Interface.
This chapter contains the following topics:
■
■
■
■
■
■
■
■
■
■
■
■
■
■
■
■
■
52
CHAPTER 5: STANDARD FEATURES
Viewing the Call
Logs
You can use the Call History feature to display your call logs. These are
the logs of the 10 most recent calls to and from your telephone. From the
call logs you can select calls and the phone automatically dials them.
To access and use the Call History:
1 Press the Call Logs soft button.
2 Use the Scroll buttons to highlight the call log you want to view.
3 Press the Select soft button.
Use the Scroll buttons to navigate through the list. The Display Panel
always starts with the oldest call in the category you select. That is, the
oldest call appears first and the most recent call appears last.
4 If you want to call a listed name, press the Dial soft button when the
indicator is beside the name.
5 To return to the main Display Panel, press the Exit soft button.
Viewing the User
Directory
You can view a list of users in your organization and their extensions in
the Display Panel. When you select a displayed user, your VCX phone
automatically dials the extension.
The Users Directory can be local or global.
■
Local users are typically located in the same office and share the same
call processor.
■
If your VCX system includes multiple sites (for example, regional and
branch offices), each with one or more VCX call processors, you can
display a global directory of all the users in your organization. Note
that this option must be configured by your administrator. By default,
you can view the local user directory.
The global directory is also available through the VCX User Interface
To view the User Directory, use one of the following access options:
■
Select the Directory soft button. By default, the display sorts the
names alphabetically by last name. You can change the sort order to
first name or extension by selecting the appropriate tab on the display.
Controlling Caller ID
53
Use the up and down scroll buttons to locate a user. When you have
located the user, select the Dial soft button to automatically call the
user.
You can also use the directory while you are on a call to find another
user and transfer the call to that user.
■
Select the Features soft button and enter 461.
Controlling Caller
ID
This section describes how to enable and use Caller ID privacy features.
By default, the VCX system shows your Caller ID (your name and
extension) on the Display Panel of the telephone receiving your call if that
telephone supports Caller ID. You can control whether the VCX system
sends your Caller ID when you make a call. You can choose one of the
following settings:
■
Select one of the following settings for all your calls:
■
Send Caller ID information (Anonymous All is disabled).
Block Caller ID information (Anonymous All is enabled).
■
■
Block Caller ID information for your next call. This setting only applies
when the setting for all calls is set to Send Caller ID information. You
must enter the destination number to call.
Anonymous All — When enabled, the system blocks your Caller ID to
all dialed numbers and Anonymous displays on the destination phone.
Anonymous Next — When enabled, the system restricts Called ID
information from displaying only on the next call that you make. This
setting only applies when Anonymous All is disabled, or the setting for all
calls is set to Send Caller ID information.
If you disable Caller ID, the system sends your Caller ID to all dialed
numbers.
Using the Telephone User Interface
You can control Caller ID settings using the Telephone User Interface by
enabling the appropriate feature.
To change the current setting using the Telephone User Interface, select
Features. Use the Scroll buttons to navigate through the features.
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CHAPTER 5: STANDARD FEATURES
If Caller ID (Anonymous All) is disabled and you want to block your Caller
ID for the next call only:
1 Pick up the handset.
2 Select the Features soft button.
3 Use the Scroll buttons to navigate to Anonymous Next.
4 Press the Select soft button.
5 Dial the number. Your ID is not sent to the caller.
Using the VCX User Interface
You can control Caller ID settings using the VCX User Interface by
enabling the appropriate feature.
To change the current setting using the VCX User Interface:
1 Log into the VCX User Interface and select My Extensions and then
select the Button Mappings tab.
2 Select the 3103 Manager phone.
3 In any one of the top three Feature Type pulldown windows, set the
type to Anonymous All if you want to block your Caller ID for all calls, or
select Anonymous Next to block your Caller ID for the next dialed
number. These feature types are mapped to your phone’s Access buttons.
4 Click Save and log out.
5 To block Caller ID information for all calls, press the Access button
associated with Anonymous All. The LED will go on, indicating that the
feature is enabled.
6 To block Caller ID information for only the next dialed call, press the
Access button associated with Anonymous Next. The LED will go on,
indicating that the feature is enabled. When the call is completed, the
LED will go off.
Setting up a
Conference Call
The conference feature enables you to have three people on one call
(4-way calling).
If your telephone is part of a bridged extension, see Call Transfer, Call
Conferencing, and Bridged Line Calls for additional information.
Camping on a Busy Extension
55
The following sections describe how to set up an unannounced
conference call and an announced conference call. In either type of
conference call, if one of the participants hangs up, the other two
participants remain connected.
Unannounced In an unannounced conference, you conference in the person without
Conference notifying that person:
1 While on a call, press Conference orFeature + 430. The system places
your caller on hold.
2 Dial the number of the person you want to conference in.
3 Press Conference or Feature + 430 again. The three-way conference
begins when the recipient answers the call.
Announced In an announced conference, you announce to the recipient that you are
Conference conferencing them into a call. The recipient can then decide whether to
take the call:
1 While on a call, press Conference or Feature + 430. The system places
your caller on hold.
2 Dial the extension of the person you want to conference in, then press
the OK Access button (or press Feature + 120).
3 When the called party answers, announce the conference.
■
If the recipient wants to take the call, press Conference or
Feature + 430. Now three people are on the same call.
■
If the recipient does not want to take the call, hang up the second call
and go back to the first call by pressing the Hold button for that call.
Dropping a Once a conference has been established, the conference originator can
conference recipient drop a conference recipient from the conference. To do this:
1 While on a conference, the conference originator press Conference and
then press Feature + 431. A list of conference recipients displays in the
Display Panel.
2 Scroll to the extension of the recipient you want to drop from the
conference and press the Drop soft button.
Camping on a Busy
Extension
The Camp On feature allows you a call to a busy or an unanswered
internal telephone, and then be automatically called back when the
56
CHAPTER 5: STANDARD FEATURES
destination phone becomes available. When you activate camp on, the
system monitors the called telephone. When the extension can receive a
call, the system automatically dials your phone (using a priority ring or
other audible ring tone that is different than your programmed ring tone)
and redials the original called extension.
You can camp on system extensions. You cannot camp on external phone
numbers, hunt groups, pickup groups, or paging groups. If the called
extension does not become free within a time period specified by your
administrator, Camp On expires.
To camp on an extension you call:
1 When you make a call and hear a busy tone, press Feature + 469. The
system camps on the phone you are calling. You can hang up.
2 When the called extension becomes available, the system calls your
phone. When you answer your phone, the called extension begins to
ring.
To camp on an extension when you transfer a call:
1 When you are transferring a call and hear a busy tone, press Feature
+ 469. The system camps on the phone you are calling. Explain to the
person whose call you are transferring that the call will call back. When
you hang up, the person whose call you are transferring is put on hold.
2 When the called extension becomes available, the system calls the
destination extension.
If Camp On expires before the destination becomes available, the system
calls you back and connects you to the person whose call you were
transferring.
Transferring Your
Phone Settings to
Another Phone
This feature enables you to use any 3Com phone attached to the same
VCX system (call processor) as your phone with all your phone’s settings.
It is possible for an administrator to lock an extension to a particular
phone. If this is the case, you cannot program the phone to use your
extension.
Forwarding Calls to Voice Mail
57
To transfer your phone’s settings to another phone:
1 Log out of your own phone by pressing the bottom right soft button
(Advanced Settings) + 6.
If your administrator has enabled the Multiple Contacts feature for your
extension, you do not have to log out of one phone before logging into
another.
2 From the phone that you want to use as yours, enter your phone number
and password:
a Press the bottom right soft button (Advanced Settings) + 4, enter
your phone number, and then press #.
b Press the bottom right soft button (Advanced Settings) + 5, enter
your password, and then press #.
3 When you are finished using the other phone, log out of the phone by
pressing the bottom right soft button (Advanced Settings) + 6.
4 Log back into your own phone by pressing the bottom right soft button
(Advanced Settings) + 6.
Forwarding Calls to
Voice Mail
You can forward all incoming calls to your voice mailbox.
When you forward incoming calls to your voice mailbox:
■
An incoming call rings once on your phone and is then sent to your
voice mailbox. If you are logged in to multiple phones, each using the
same phone number, and one of the phones enables forward to voice
mail, the feature applies to all phones—an incoming call rings once on
all of the phones and is then sent to your voice mailbox.
■
■
If you enable forward to voice mail while one or more calls are ringing,
the pending calls are sent to your voice mailbox and forward to voice
mail is enabled for all subsequent calls.
If you are a Hunt Group member, personal (non-Hunt Group) calls go
to your voice mailbox. However, Hunt Group calls always ring on a
member’s phone, regardless of your personal phone setting.
To forward incoming calls to your voice mailbox for a Manager’s phone:
1 Press the Features soft button.
2 Scroll to the Forward to Mail feature.
3 Press the Select soft button.
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CHAPTER 5: STANDARD FEATURES
To disable this feature, repeat steps 1 through 3.
Transferring a Call
to Another User’s
Voice Mail
You can transfer a connected call directly to another subscriber’s voice
mail rather than that subscriber’s phone extension. The subscriber can be
located locally or at a remote site.
To transfer a call to another subscriber’s voice mail:
1 Press the Features soft button + 441.
The Display Panel shows the following prompt:
Transfer VMail Number:
2 Enter the extension of the subscriber whose mailbox will receive the call.
The caller hears the mailbox greeting of the target subscriber but the
subscriber’s phone does not ring.
Call Waiting
The Call Waiting feature provides a “beep” on your current call to let you
know that another call has arrived on another access line.
1 When you hear the “beep”, press the Hold button to put the current call
on hold.
2 Press the Access button for the incoming call.
3 To toggle between the two calls, put the current call on hold and then
press the Access button for the call you want.
Speed Dialing
This section describes the following types of speed dialing:
■
One-Touch Speed Dials — With this type of speed dialing, a
telephone number (internal or external) is mapped to a dedicated
Access button on your phone. Pressing the button dials the call.
■
Personal Speed Dials — With this type of speed dialing, you map a
number (internal or external) to a feature code value. To use a
personal speed dial, you press the Feature button and enter the
appropriate feature code.
Feature code 601 plus 1 through 9 inclusive, are available, which
allows you to create up to 9 personal speed dials. Personal speed dials
allow speed dialing on phones that do not have Access buttons.
Personal speed dials are available on all VCX telephone models.
Speed Dialing
59
■
System Speed Dials — With this type of speed dialing, your
administrator maps commonly used numbers (internal or external) to
feature code values. To use a system speed dial, you press the Feature
button and enter the appropriate feature code and the speed dial
number.
The administrator creates system speed dial numbers. System speed
dials can be dialed on all VCX telephone models.
Note that, a configured one-touch speed dial is also mapped to a feature
code (the speed dial number mapped to the first speed dial Access button
is also mapped to feature code 601, the speed dial number mapped to
the second speed dial Access button is also mapped to feature code 601,
and so on). This means that on a phone with four configured speed dial
numbers, you can dial a speed dial number by either pressing an Access
button or entering feature code 601 + an index number 1 through 9.
This section describes how to set up speed dialing through the Telephone
User Interface. You can also enable speed dialing through the VCX User
Interface; see the online Help for information on creating speed dials.
Note that the two interfaces are synchronized. A speed dial created or
modified in one interface appears in the other interface. A speed dial
deleted in one interface is deleted in the other interface.
Your administrator can configure speed dial numbers for your phone. You
can reassign these administrator configured speed dials unless the
administrator has optionally enabled BLF (busy light flashing) for a speed
dial. During speed dial configuration, the administrator can enable BLF
for the status light associated with the speed dial button. When the user
assigned to that speed dial button is on a call, the status light is lit. If the
administrator has enabled the BLF for a speed dial, you cannot reassign a
different number for that speed dial.
Configuring Personal You set up speed dialing through the Telephone User Interface using the
Speed Dial Numbers Feature soft button. Refer to the chapter that describes the buttons and
controls on your phone for the location of the available speed dial Access
buttons.
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CHAPTER 5: STANDARD FEATURES
To configure a speed dial number using the Feature soft button and the
Speed Dial menu:
1 Press Feature + 410.
The Main menu appears.
2 Press [3] to access the Speed Dial menu.
The Display Panel lists the first speed dial:
Speed dial 1:
If the speed dial is already configured, the Display Panels show the
configured number, for example:
Speed dial 1:
1001
To locate the speed dial number you want to configure, press the
speed dial number (1 through 9) or use the up and down scroll
buttons
If you assign a number to a speed dial that does not have a
corresponding Access button, you can speed dial the number only by
entering the appropriate feature code. Or you can scroll through the
display panel directory.
3 Press the Change soft button, then enter the number you want to
associate with this speed dial. Include all 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.
4 To store the number, press the Enter soft button (or press #).
Alternatively, you can directly configure a speed dial number with a speed
dial Access button:
1 Press Feature + 410 + 3.
2 Press the speed dial Access button you want to configure.
3 Enter the number you want to associate with this button. If a number is
already configured for this button, you can enter a different number.
4 To store the number, press the Enter soft button (or press #).
Make sure you write the name of the person whose number you have
stored and the corresponding Speed Dial Access button or feature
code.
Speed Dialing
61
Editing Personal You can change or delete any personal speed dial number that you
Speed Dial Numbers previously configured using the Telephone User Interface.
To change or delete a previously configured speed dial number:
1 Select the Features soft button + 410 + 3. The Personal Speed Dial
Index displays.
2 Scroll down to the personal speed number you want to change.
3 Press the Change soft button and then press the Delete soft button to
delete part or all of the number.
4 Enter the new number and press the Enter soft button to complete the
change. Press Exit to return to the main display.
Dialing Personal The method you use to dial a configured speed dial number depends on
Speed Dial Numbers your phone and whether or not the number is mapped to a speed dial
Access button.
To dial a number configured as a speed dial on a VCX phone with one or
more speed dial Access buttons, press the appropriate button. If the
number is not associated with a button, use the next procedure.
To dial a configured speed dial number on any VCX phone:
1 Pick up the handset. Or press the Speaker button.
2 Press Feature.
3 Enter the feature code associated with the number you want to dial.
For example, if the number you want to speed dial is mapped to Speed
dial 2, enter the following through the Telephone User Interface:
Feature + 601 + 2
Alternatively, you can skip pressing the Feature button and enter:
*601*2
Note that, with this syntax, you cannot enter *602.
You can also use the following method to dial a speed dial number on
any VCX phone:
1 Press Feature + 410 + 3.
The Display Panel lists the first speed dial, for example:
Speed dial 1:
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1001
Use the up and down scroll buttons to locate the speed dial number
you want to dial.
2 Press the Dial soft button under the Display Panel.
Your phone dials the number.
To exit the speed dial list in the Display Panel, press the Exit soft button.
In addition to using the Feature menu to list speed dial numbers, you can
view the speed dial numbers configured on your phone by pressing
Feature + 463.
Dialing System Speed The administrator can set up system-wide speed dials for numbers that
Dial Numbers are dialed frequently by many internal users. You can view the
system-wide speed dial list through the VCX User Interface (see
Chapter 6 for information) or you can view and dial numbers from it
using the telephone display panel.
To use a system speed dial number:
1 Pick up the handset or press the Speaker button.
2 Press the Feature button plus 700 plus the system-wide speed dial
number for the number that you want to call. Alternatively, you can press
the Feature soft button, scroll to Speed Dials: System, press Select,
scroll to the number that you want to dial, and press Select again.
If you dial a speed dial code that has no number assigned to it, the display
panel on your telephone shows the message “No number stored.”
Call Forwarding
This section describes how to enable and use call forwarding features set
up through the Telephone User Interface (TUI). You can also configure
and enable call forwarding through the VCX User Interface. See Enabling
You can use the TUI on your phone to specify:
■
Where you want your call to be forwarded
■
The condition that results in the system forwarding a call:
■
No Answer — Redirects incoming calls to another destination
when your phone rings for a configured time period (the default is
20 seconds). You can forward all unanswered calls by enabling Call
Call Forwarding
63
Forward No Answer (feature code 466) and entering the number
to which you want the calls forwarded.
■
Busy Line —Redirects incoming calls to another destination when
your phone is busy. If you have multiple lines, busy means that all
lines are in use. You can forward all calls that come in when your
lines are busy by enabling Call Forward Busy (feature code 467)
and entering the number to which you want the calls forwarded.
■
All Calls — Redirects incoming calls to another destination
unconditionally. Use this feature, also called Forward Universal,
when you plan to be away from your phone for an extended
period of time. You can forward all unanswered calls by enabling
Call Forward All (feature code 465) and entering the number to
which you want the calls forwarded.
If your telephone is part of a bridged extension, see Call Forward,
Forward to Voice Mail, and Bridged Line Calls for additional information.
You can also use the VCX User Interface to configure Call Forward, Fall
Back to Coverage. When you enable this feature, a forwarded call that is
not answered at the forwarding destination falls back to your extension's
coverage (either voicemail or Auto Attendant). See Enabling Call
Call Forward No To forward your calls to another extension when your extension is not
Answer answered:
1 Press the Features soft button.
2 Scroll to Call Forward No Answer.
3 Press the Select button.
4 Enter the extension of the subscriber whose extension will receive the call
and select Enter (or press #).
To disable Call Forward No Answer, repeat steps 1 through 3.
Call Forward Busy To forward your calls to another extension when all your lines are busy:
1 Press the Features soft button.
2 Scroll to Call Forward Busy.
3 Press the Select button.
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CHAPTER 5: STANDARD FEATURES
4 Enter the extension of the subscriber whose extension will receive the call
and select Enter (or press #).
To disable Call Forward Busy, repeat steps 1 through 3.
Call Forward All To forward all your calls to another extension:
1 Press the Features soft button.
2 Scroll to Call Forward All.
3 Press the Select button.
4 Enter the extension of the subscriber whose extension will receive the call
and select Enter (or press #).
To disable Call Forward All, repeat steps 1 through 3.
Call Park
Use the Call Park feature to place a call in a holding pattern and make it
available for you or for another user to pick up from any telephone on
the system by dialing the Call Park extension.
The Call Park feature is useful when the recipient is elsewhere in the
building or you want to continue a call on another telephone 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 you (or
another user) use to retrieve it. The default Call Park extension numbers
are 800 through 899 inclusive. Ask your administrator to verify the Call
Park extensions for your location. If the specified Call Park extension is in
use or if no extension is specified, VCX selects the next available Call Park
extension.
A call remains parked for 5 minutes. This default value can be adjusted by
your administrator. If the call is not answered 5 minutes after it is parked,
the user who parked the call is called back. If the user is not available, the
parked call is forwarded to the user’s call coverage point.
If your telephone is part of a bridged extension, see Call Park and Bridged
Line Calls for additional information.
Paging
65
To park a call:
1 While you are on a call, press the Right soft button for the call for the
Actions menu.
2 Scroll to Call Park.
3 Press Select.
4 Dial the park extension and press #.
5 Notify another user about the parked call,
a Select an Access button for outgoing calls and dial the user’s
extension.
b When the call is answered, tell the user the Call Park extension
number, for example 818.
c Hang up.
The user dials the Call Park number and the system connects the call
automatically.
6 To retrieve a parked call yourself:
a Pick up the handset of any telephone on the system.
b Dial the Call Park extension that was assigned to the call.
The system connects you to the parked call.
Paging
Paging lets you activate the speakers and broadcast a message to all of
the available phones in a paging group. Your administrator defines the
members of a paging group and an extension to dial to page that group.
A phone in a group is available to receive pages if it has a speaker, unless:
■
■
■
the phone is not logged in
the phone has a call ringing, connected, or on hold
the phone has Do Not Disturb, Call Forwarding, or Forward to
Voicemail enabled.
Note that you do not need to be a member of a page group to send a
page to that group; you just need to know the extension for that group.
A page is subject to the following restrictions:
■
■
You cannot park, transfer, hold, conference, or pick up a page.
You cannot camp on a page group extension.
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CHAPTER 5: STANDARD FEATURES
■
information about bridging).
If you are sending or receiving a page, you can drop the page by using
the speaker button to disconnect the page, by picking up and replacing
the receiver, or by pressing the Release button.
Paging a Group You can view the page groups, the group extensions, and the members
of those groups by accessing the VCX User Interface (see Accessing the
To page a group:
1 Pick up the handset.
2 Dial the appropriate page group extension.
When you dial the page group extension, speakers are activated on the
telephones that are members of the group.
3 Speak the message you want to broadcast into the handset.
4 Hang up when you are finished.
Call Pickup
Use the Call Pickup feature to answer a call that is ringing on another
telephone.
There are two types of call pickup:
■
Directed Call Pickup — Allows you to answer a call ringing on the
phone of a specific user. Both you and the other user must be
members of the same Directed Call Pickup group. Each Directed Call
Pickup group is assigned a security code by the administrator. You
must enter this security code when using Directed Call Pickup to
answer a call.
■
Group Call Pickup — Allows you to answer a call ringing on the
phone of any user who is a member of a configured Group Call Pickup
group. A Group Call Pickup group is a collection of phones that allow
each member of the group to answer another member's calls. Your
administrator can also configure a Group Call Pickup group that
allows non-group members to answer a call ringing on a phone in the
group.
Call Pickup
67
If your telephone is part of a bridged extension, see Call Pickup and
Bridged Line Calls for additional information.
Directed Call Pickup To answer a call that is ringing on a specific user’s telephone:
1 Pick up the handset.
2 Press the Features soft button.
3 Scroll to Pickup, Directed.
4 Press Select.
5 Dial the extension of the ringing telephone and press #.
The call is directed to your telephone.
Using One-Touch Pickup:
1 Pick up the handset.
2 Press the Access button that you have assigned to Directed Pickup.
3 Dial the extension number of the ringing telephone.
Group Call Pickup To answer a call that is ringing on a group member’s telephone:
1 Pick up the handset.
2 Press the Features soft button.
3 Scroll to Pickup, Group.
4 Press Select.
5 Dial the group number of the ringing telephone and press #.
The call is directed to your telephone and call stops ringing on the other
member phones. If multiple calls are ringing, the first call received is
directed to your telephone.
Call Pickup This section describes how call pickup interacts with other VCX phone
Interaction With features. Note the following considerations:
Other Features
■
■
Call Forwarding — If both the phone forwarding a call and the
phone receiving the forwarded call belong to the same call pickup
group, then any member of the group may answer the call.
Camp On — A call pickup group member or a directed call pickup
user cannot answer a camp on callback call.
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CHAPTER 5: STANDARD FEATURES
■
■
■
Conference Calls — A conference call cannot be picked up at
another extension. A conference originator can, however, pick up a
call and add it to the conference call.
Display Panel — When you pick up a call, the telephone Display
Panel shows a confirmation message, for example,
PickUp Marie x3434.
Hunt Groups — A call pickup group member can also be a member
of a hunt group. Call pickup group members can use either directed
call pickup or group call pick up to answer a call that is ringing at
another group member's telephone.
■
Speed Dials — You or your administrator can assign the following to
a speed dial button:
■
The feature code for directed call pickup (455) or the feature code
for group call pick up (456), and a telephone number.
■
Only the feature code for directed call pickup (455) or the feature
code for group call pick up (456).
Silent Monitor and
Barge In
The VCX system supports Silent Monitor and Barge In. These two features
are typically used in call centers to allow supervisors to listen to (monitor)
and optionally join (barge in) a conversation between an agent and a
customer to ensure proper customer support. Unless the supervisor
barges in, neither the agent or the customer are aware that the
supervisor is monitoring the call.
To invoke Silent Monitor, the supervisor enters a feature code followed by
this case, is defined as a user who is allowed to invoke the Silent Monitor
feature for that particular extension. Permission to monitor one or more
extensions is configured through the VCX Administrator Interface (see
the VCX Administration Guide). The supervisor must use a phone with a
Display Panel (not a 3Com Model 3100 Entry Telephone). If a supervisor
attempts to monitor an extension without permission, the supervisor
hears an error tone and the LCD shows Unauthorized. The supervisor
and the monitored agent can be located at different sites.
If a supervisor attempts to monitor an agent’s extension, the supervisor
phone LCD will display the error message no calls to superviseif:
■
The agent is not logged in.
Silent Monitor and Barge In
69
■
■
The agent is not on a call.
The agent is currently monitored by another supervisor.
While in Silent Monitor mode, the supervisor can join the conversation by
entering the feature code for Barge In. After barging in, the supervisor
can return to Silent Monitor mode by reentering the Silent Monitor
A user can ensure a private call by blocking Silent Monitor and Barge In.
To make a private call, the user enters a feature code before dialing the
call.
Note the following Silent Monitor and Barge In feature conditions and
restrictions:
■
■
■
Multiple supervisors cannot monitor the same extension at the same
time.
If an agent parks a monitored call, initiates a conference, or transfers
the call, the supervisor will be disconnected from the session.
If a supervisor attempts to park, conference, or transfer a monitored
call, the action will be ignored and the Display Panel shows Not
supported operation.
■
If a customer or agent terminates a monitored call by hanging up, the
supervisor will be disconnected from the session.
■
■
Supervisors cannot monitor conference calls.
The agent, the customer, and the supervisor can place a monitored
call on hold. The results depend on who places the call on hold and
whether or not Music On Hold (MOH) is enabled.
■
If the VCX call processor fails during an established silent monitoring
or barge in session, the audio is not affected. However, none of the
parties in the call can invoke mid-call features.
■
■
The supervisor can monitor a Hunt Group call by selecting the
member's extension, not the Hunt Group's extension.
Bridge line connected calls can be monitored by selecting the
extension of the connected party (primary or secondary, depending on
who is connected).
Monitoring a Call Silent Monitor allows a supervisor to listen to calls that come in to an
agent’s extension. The supervisor must be granted explicit permission by
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CHAPTER 5: STANDARD FEATURES
the VCX administrator to monitor one or more extensions. If you have
been granted monitoring privileges, your administrator will give you a list
of the extensions you can monitor.
To monitor a call on an agent’s extension from a Manager’s Telephone:
1 Pick up the handset.
2 Press the Feature soft button.
3 Scroll to Supervisory Monitoring.
4 Press Select.
5 Enter the extension of the agent you want to monitor and press Select.
To terminate participation in a monitored call, hang up. This has no effect
on agent-customer communication (the agent-customer session remains
active).
Barging In Barge In allows a supervisor to speak to the agent and customer during a
monitored call. While you are silently monitoring a call, to barge in when
you are monitoring a call, press Feature + 428. To return to silent
monitor mode, press Feature + 425.
To terminate participation in a barged in call, hang up. This has no effect
on agent-customer communication (the agent-customer session remains
active).
Blocking Call An agent can prevent a supervisor from monitoring an outgoing call. This
Monitoring allows the agent to make private call. Monitor blocking can be enabled
for one call at a time. That is, an agent cannot enable the monitor
blocking feature for all subsequent calls. Furthermore, this feature works
for outgoing calls only; the agent cannot block monitoring for an
incoming call.
Note the following blocking considerations for call monitoring
■
■
■
Blocking can be invoked before dialing a call or during a call.
The monitor blocking feature can be mapped to a button.
After invoking monitor blocking for a call, monitoring is blocked for
the duration of that call. If the call is disconnected (during transfer or a
Remote Call Forward
71
call park, for example), blocking is disabled and the call can be
monitored. If the call is reconnected (for a park timeout, for example),
blocking is disabled and the call can be monitored.
■
Blocking is effective only for calls that can be monitored. For example,
invoking monitor blocking for a conference call has no effect on the
call because conference calls cannot be monitored.
To block call monitoring on an agent extension to make a private call:
1 Pick up the handset.
2 Press Feature + 429.
The Display Panel shows the following prompt:
Enter the phone number:
Press # to complete!
3 Enter the extension of the private call and press #.
Alternatively you can combine steps 2 and 3 by using the following single
command after picking up the handset:
*429*<extension>
For <extension>, you can either enter the private phone extension or
press a speed dial button mapped to that extension.
Remote Call
Forward
The Remote Call Forward feature allows you to configure the forwarding
options of a phone from another phone in the network. This is useful if,
for example, a person A is on vacation and all of person A’s calls must be
forwarded to person B. This feature enables person B to configure Call
Forward Universal on the source phone (person A). Note that person A
can be at one site and person B can be at a different site.
The VCX administrator must authorize use of the Remote Call Forward
feature. For example, if the administrator authorizes you to change
person A’s forwarding options, you can enter a feature code (468) and
redirect person A’s calls to any other extension, including your own.
When successfully configured, the remote (destination) phone’s LED (if
available) will flash for all forwarded calls, and the LCD will also display a
call forward message.
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To remotely enable a phone to forward calls to another extension:
1 Pick up the handset.
2 Press Feature + 468.
The Display Panel prompts you to enter the remote phone number.
3 Enter the extension of the phone whose calls you want to forward and
press #.
The Display Panel prompts you to enter the extension of the phone that
will receive the forwarded calls.
4 Enter the extension of the phone that will receive forwarded calls and
press #.
Alternatively, you can combine steps 2, 3, and 4 by entering the following
command:
*468*<source extension>*<destination extension>
Remote call forwarding can be disabled either on the phone that set up
remote call forwarding or on the extension whose calls you no longer
want to remotely forward.
For example, extension 1001 has used feature code 468 to specify that all
of extension 1000’s calls be forwarded to extension 1002. You can
disable remote call forwarding on extension 1000 or 1001:
■
On extension 1001:
a Press Feature + 468.
b Enter the extension whose calls you no longer want to remotely
forward (in this case, 1000) and press #.
The Display Panel shows the extension of the phone receiving the
forwarded calls (in this case, 1002).
c Delete the extension number by pressing Soft button 3, followed by
Soft button 2, then press #.
■
On extension 1000, press Feature + 465.
Hunt Groups
Your administrator can establish formal and informal call centers so that
incoming calls can be directed to several telephones that have been
associated into hunt groups.
Hunt Groups
73
A call center is a general term that refers to any system that accepts
incoming calls to a site, ensures that those calls are sent to the proper
destination within the site, and manages database records on call activity
and distribution. The call center can be used, for example, as a help desk,
a reservations counter, an information hotline, or a customer service
center.
Incoming calls that arrive at your company can go either to:
■
■
Your extension and the call coverage point you have set up (see
A hunt group that follows the call coverage path assigned by an
administrator for that group.
A hunt group is a group of VCX phone extensions that are configured
under a virtual extension. An incoming call to the virtual extension rings
on the phone of one hunt group member. If that member’s telephone is
in use, or if that member does not answer the call, the system “hunts”
for another member of the group until the call is answered or is
forwarded to the group call coverage point. For example, if there are no
available members of the hunt group, the call might be forwarded to a
group mailbox or to the receptionist.
An administrator can configure a hunt group in which all members are
fax machines. Incoming faxes are routed to an available fax machine.
Depending on the type of hunt group configured, if no fax machine is
available, pending faxes may be queued until a machine becomes
available or they may be sent to the call coverage point.
The method used to hunt for an available hunt group member is
determined by an administrator-configured call coverage pattern for that
group. Pattern types include linear, circular, and calling groups. These
If you are a member of a hunt group, your administrator should provide
the following information:
■
■
The type of hunt group to which you belong. The hunt group type
determines the ringing pattern followed by incoming calls. See Hunt
Your hunt group number. You need this number to log in to the hunt
group. You must be logged in to receive calls directed to the hunt
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CHAPTER 5: STANDARD FEATURES
You can be a member of, and logged in to, multiple hunt groups,
which may be of different hunt group types.
As a hunt group member, you should also be aware of how hunt group
calls work with other VCX phone features, such as call conferencing. See
Hunt Group Types The type of hunt group to which you belong determines how incoming
calls are allocated to group members. Your administrator can configure a
linear hunt group, a circular hunt group, and a calling group.
To illustrate the differences between hunt group types, assume the
administrator has configured four members for each type: A, B, C, and D.
Note that a member must be logged in to both the VCX system and the
hunt group to receive a call.
■
Linear Hunt Group — An incoming call always rings at the first
member phone of the group, then, if the call is not answered, at the
phone of the next member in the group list.
For example, if A, B, C, and D are all available, an incoming call will
always ring first at member A’s extension. If A does not answer, the
call is routed to member B’s extension, and so on until the last
member of the group is reached. If no member is available, the call is
routed to the call coverage point immediately. When the total timeout
value configured for the group is reached or the last hunt group
member fails to answer (whichever happens first), the call is routed to
the call coverage point (see the discussion of timeout values and call
coverage points later in this section).
■
Circular Hunt Group — An incoming call rings at the member phone
following the member to whom the last call was routed. If the call is
not answered, the call rings at the phone of the next member in the
group list.
For example, if A, B, C, and D are all available and member B received
that last call, the next call will ring at member C’s extension. If C does
not answer, the call is routed to member D’s extension, and so on until
the total timeout value for the group is reached (see the discussion of
timeout values later in this section).
■
Calling Group — An incoming call simultaneously rings on all
member phones that are logged in, even if a member is on another
call.
Hunt Groups
75
For example, if A, B, C, and D are all available, an incoming call will
ring simultaneously at all four extensions until the total timeout value
for the group is reached (see the discussion of timeout values later in
this section).
For each hunt group type, your administrator configures two timeout
values:
■
Device Timeout — Specifies how long the VCX call processor rings at
one extension before moving to the next extension if there is no
answer.
■
Total Timeout — Specifies how long the VCX call processor attempts
to make a connection within the hunt group before directing the call
to the hunt group’s default call coverage point. The administrator can
configure the call coverage point to be:
■
■
■
■
■
A voice mailbox
Another hunt group
An individual extension
An Auto Attendant number
An external phone number
Ask your administrator for information on timeout values and your hunt
group’s default call coverage point.
Table 5 summarizes how the three hunt group types route incoming calls.
Table 5 Hunt Group Behavior
Linear Hunt Group
Result
Circular Hunt Group
Result
Calling Group
Result
Condition
No members
Go to call coverage.
Go to call coverage.
Go to call coverage.
Go to call coverage.
All members logged out
Wait for a member to log Go to call coverage.
in or until total timeout
reached.
All members busy
Go to call coverage.
Wait for a member to
become available or until for an available member
Queue the call and wait
total timeout reached.
or until total timeout
reached.
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CHAPTER 5: STANDARD FEATURES
Table 5 Hunt Group Behavior (continued)
Linear Hunt Group
Result
Circular Hunt Group
Result
Calling Group
Result
Condition
All members available
Route call to first member Route call to the member Ring all member phones.
in the list.
following the member to
whom the last call was
routed.
Total timeout reached
Go to call coverage.
Go to call coverage.
Go to call coverage.
Hunt Group calls routed to a call coverage point always go to the point
configured for the Hunt Group, not to the point configured for (or by) the
Hunt Group member (that is, the member’s personal call coverage point).
If the member has Do Not Disturb enabled, personal (non-Hunt Group)
calls go to the call coverage point. However, Hunt Group calls always ring
on a member’s phone, regardless of the Do Not Disturb setting.
If your telephone is part of a bridged extension, see Hunt Groups and
Bridged Line Calls for additional information.
Logging In to a Hunt When your administrator gives you your hunt group membership
Group information, you can log in to your hunt group (or groups if you have
been assigned membership in multiple groups). You must be logged in to
a hunt group to receive calls for that group.
You must be logged in to your VCX system account before you can log in
to a hunt group. If you are not logged in to the VCX system, which
requires password authentication, you cannot log in to a hunt group. See
the overview section for your phone in this guide.
To log in to a hunt group:
1 Select Features.
2 Scroll to Hunt Group Login Enabled.
3 Press Select.
4 Enter the group number.
5 Enter the group password and press #.
To log out of a hunt group, repeat the steps used to log in.
Hunt Groups
77
Hunt Group This section describes how participation in a hunt group interacts with
Interaction With other VCX phone features. Note the following considerations:
Other Features
■
A hunt group call can be added to a conference. The member
receiving the call can conference with another extension or with
another hunt group. Both announced and unannounced conferences
■
A hunt group call can be put on hold and taken off hold without
losing the caller.
■
If a hunt group member puts a call on hold, that member can
receive other calls.
■
A hunt group caller on hold will hear hunt group Music On Hold.
■
■
■
A hunt group call can be parked and then picked up by any user on
the same site.
If the VCX phone has Hands Free enabled, an incoming call to a hunt
group will not be picked up automatically.
A hunt group member’s personal phone settings (for example, Call
Forward, Call Coverage point, and Do Not Disturb) are not invoked on
Hunt Group calls
■
■
■
■
■
An external call to a private user (someone not in the hunt group) can
be transferred to a hunt group.
Both attended and unattended call transfers are allowed for calls to a
hunt group or from a hunt group.
After reaching an Auto Attendant, a caller can enter a hunt group
extension and be transferred to a Hunt Group.
Internal and external callers that are forwarded to voice mail can leave
a message and navigate through the voice mail options.
If a hunt group call is routed to a voice mailbox or Auto Attendant call
coverage point but the routing fails (for example, because no ports are
available), the call is requeued for the hunt group.
■
■
Each time a call is put back in a hunt group queue, it is treated like a
new call.
If you are a member of one or more hunt groups, the phone message
button acts as a MWI for the hunt group voice mailbox even if you are
not logged in to the hunt group. Pressing the message button displays
a menu which shows number of new messages in each mailbox,
including your personal mailbox. You can use the arrow navigation
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CHAPTER 5: STANDARD FEATURES
keys to locate a voice mailbox. Press the message button to access the
selected mailbox.
Viewing Hunt Group You can use the Telephone User Interface to view the hunt groups you
Membership and belong to and your current login status for each group.
Status
To view hunt group information enter the following feature code:
Feature + 972
The Display Panel on the phone displays the hunt groups you belong to
and your current status.
Use the up and down scroll buttons to navigate through the hunt group
list. The first line displays the name and number of the hunt group. The
second line displays your current status.
■
Press Change soft button below the Display Panel to change your
current login status.
■
Press Exit soft button below the Display Panel to exit from the hunt
group display.
When you change your login status, the Display Panel shows HuntGroup
Login Enabled. If you are logged into multiple phones using the same
phone number, this message appears on all phone displays. While this
message appears in the Display Panel, press Feature + 972 to display the
hunt group list.
You can also use the VCX User Interface to view the hunt groups you
belong to and your current login status for each group.
USING THE VCX USER INTERFACE
6
This chapter describes how to access the VCX User Interface application.
It also provides a description of the options available to manage your user
account and VCX telephone from this web-based application. Features
that require configuration through the application and, subsequently, on
the telephone itself are described in more detail.
Your administrator determines whether the features in this chapter are
available for your telephone or for the entire system. Some of these
features may not be available to you.
This chapter includes the following topics:
■
■
■
■
■
■
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CHAPTER 6: USING THE VCX USER INTERFACE
Accessing the VCX
User Interface
You can use the VCX User Interface to access and manage advanced VCX
telephone features, change your web login password, and modify your
personal account information.
The VCX User Interface is a web-based application. Before you begin,
obtain the following information from your system administrator:
■
■
■
Web login username
Web login password
Web address (URL) for the VCX User Interface
Your browser must have cookies and Java script support enabled to start
a VCX User Interface provisioning session.
To log in to the VCX User Interface:
1 In your web browser’s address bar, enter the VCX User Interface web
address and press Enter.
2 On the 3Com VCX V7000 Networked Telephony Solution window,
click User Interface. The Login dialog box appears.
3 In the Username field, type your web login name.
4 In the Password field, type your web login password.
To clear the username and password fields, click Reset.
5 Click Submit.
The VCX User Interface displays the Welcome window.
VCX User Interface
Overview
The Welcome window illustrates the general structure of the VCX V User
Interface.
The left column displays four options:
■
■
■
■
Welcome
My Extensions
Calling Features
Log Out
VCX User Interface Overview
81
Each option (except Log Out) is associated with a set of tabbed pages
shown on the right side of the window. When you select an option, the
set of tabbed pages changes. Click on a tab to display its contents.
Each tabbed page includes a text box that describes the purpose of the
page. Each text box also includes a Help button. If you need more
information on a page, click Help to launch the VCX User Interface
online Help system.
The following list provides a brief description of the features you can
manage on each tabbed page. For detailed information, refer to the
online Help. Note that some features must be enabled on the phone after
configuration in the VCX User Interface. These features are noted in the
list.
■
Welcome
■
Welcome — Provides an initial welcoming page that can include
current system information, such as mailbox capacity, and the
number of new and saved messages.
■
My Information — Displays name and address information that
you can modify as necessary. Also enables you to change the size
of the font used in your telephone’s Display Panel.
■
■
Web Login — Allows you to change the password you use to
access the VCX User Interface.
Directory — Allows you to search a directory of other system
users to find name and extension information. The directory can be
either local (users whose phones are connected to the same VCX
call processor) or global (all the users in a multi-site enterprise that
includes regional, branch, and local offices). Search criteria can
include first name, last name, extension, or location. If you do not
enter search criteria, all users are displayed.
■
My Extensions
■
Call History — Allows you to view the call history for your phone,
for example, the calling and called parties, and call duration.
■
Ring Patterns — Enables you to set distinctive ringing tones to
identify the source (inside, outside, or private) of incoming calls.
Inside calls are calls that originate from within the VCX network.
Outside calls are calls that originate from outside the VCX network.
Private calls are anonymous calls or calls with caller ID blocked.
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CHAPTER 6: USING THE VCX USER INTERFACE
■
Bridge Permissions — Enables you set up your extension so that
up to four other users have permission to transfer their calls to your
phone. After configuring bridge permissions through the VCX User
information. This feature is not supported on Basic (2101 and
3101) phones.
■
Bridged Phones — Displays up to four extensions that are
bridged to your phone. After configuring mappings through the
information. This feature is not supported on Basic (2101 and
3101) phones.
You should not bridge an extension to a Basic phone (Models 2101 or
3101) because these phones have no programmable access buttons.
Therefore, these phones have no way of distinguishing a call to its
extension and a bridged call.
■
Button Mappings — Displays the default function associated
with each programmable button on your telephone. If permitted
by your administrator, you can assign a new function to a button
or assign a new value to a button function. For example, you could
reprogram a button to add another personal speed dial, or you
could change the number dialed for an existing speed dial button.
Interface for more information.
■
■
Registrations — Lists all phones on which you are currently
logged in.
Passwords — Enables you to set the login password for your
phone extension. This password is also used for mailbox access and
must be synchronized with IP Messaging (see the VCX User
Interface online help).
■
Date/Time — If you log in to a phone in another time zone, you
can use this option to update the VCX system with your current
time zone information. Also allows you to change the date/time
format, which is initially set by your administrator.
■
Calling Features
■
Personal Speed Dials — Allows you to set up personal speed dial
codes for up to 9 phone numbers.
■
System Speed Dials — Allows you to view the system-wide speed
dial numbers configured on your system by your administrator. You
Enabling Call Forwarding
83
cannot add, modify, or delete a system speed dial number.
However, you can export the list to a Microsoft Excel spreadsheet.
You can also map a system speed dial number to a button on your
■
Call Forwarding —Allows you to control how the VCX system
handles your calls when you do not answer a call, your extension is
busy, or your calls are forwarded to another extension. See
Enabling Call Forwarding for additional information.
■
Call Coverage — Allows you to set your default call coverage
point. The configured call coverage point determines the
destination of a call that is either not answered in time, or cannot
be answered because the destination is busy or unreachable
(logged out, or disconnected from the network). The default
destination for unanswered calls is voice mail. See Configuring a
■
■
■
Selective Ringing — Enables you to set distinctive ringing tones
to identify individual callers.
Privacy — Allows you to control whether the VCX system sends
Call Restrictions — Allows you to block incoming and outgoing
calls that match specified patterns.
■
Group Features
■
Hunt Groups — Allows you to view the hunt groups you belong
■
Page Groups — Allows you to view the page groups configured
on your system. When you dial the group page extension, speakers
are activated on the telephones that are members of the group. As
you speak into your handset, your voice is broadcast on the
■
Call Pickup Groups — Allows you to view the call pickup groups
you belong to and the other members of these call pickup groups.
■
Enabling Call
Forwarding
This section describes how to enable and use call forwarding features set
up through the VCX User Interface.
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CHAPTER 6: USING THE VCX USER INTERFACE
You can also configure and enable call forwarding through your phone’s
You can use the VCX User Interface to set:
■
How long (in seconds) your telephone rings before the system
forwards unanswered calls
■
■
Where you want your call to be forwarded
The condition (or conditions) that result in the system forwarding a
call:
■
■
■
Ring No Answer — Redirect incoming calls to another destination
when your phone rings for a configured time period (the default is
20 seconds).
Busy Line —Redirect incoming calls to another destination when
your phone is busy. If you have multiple lines, busy means that all
lines are in use.
All Calls — Redirect incoming calls to another destination
unconditionally. Use this feature when you plan to be away from
your phone for an extended period of time. Also referred to as Call
Forward Universal.
■
Fall Back — Return forwarded calls to your call coverage point if
the forwarding destination does not answer. When you enable this
Call Forward, Fall Back to Coverage feature, a forwarded call that is
not answered at the forwarding destination falls back to your
extension's coverage. This call coverage point must be either voice
mail or Auto Attendant (the call cannot fall back to another
extension or to no coverage; see Configuring a Call Coverage
Point).
For example, a call to extension A gets forwarded to extension B if
extension A is busy. Extension A has also enabled the Fall Back
option. Extension A receives a call that gets forwarded to extension
B. However, extension B is also busy. Instead of sending the call to
extension B's coverage point or call forwarding destination, VCX
returns the call to extension A's voice mail or Auto Attendant.
You can configure the Call Forward, Fall Back to Coverage feature
through the VCX User Interface only. This feature cannot be configured
through the Telephone User Interface.
Configuring a Call Coverage Point
85
To set up call forwarding, log in to the VCX User Interface, select the
Calling Features option, then access the Call Forwarding tabbed page.
Enable the appropriate forwarding conditions and click Save.
If you configure and enable any call forwarding option through the VCX
User Interface, the option becomes effective the next time your phone
registers with the VCX call processor (ask you administrator about
registration intervals).
Your administrator may prevent you from configuring Call Forward All,
Call Forward Ring No Answer, or Call Forward Busy to an external (outside
the enterprise) number. See your administrator for information.
Configuring a Call
Coverage Point
A call coverage point determines how the VCX system treats an
unanswered call. A call is considered unanswered for the following
reasons:
■
The call rings and is not answered before the call coverage ring
timeout value is reached. The default timeout value is 20 seconds.
Note that Call Forward settings take precedence over Call Coverage
Point settings. Furthermore, the Call Forward - Ring No Answer
feature also has a ring timeout value. The default timeout value for
this feature is also 20 seconds. The Ring No Answer timeout value has
priority over the call coverage timeout value. If the Ring No Answer
timeout value is greater than the coverage timeout value, the
coverage timer is ignored so the call can be forwarded to the Call
Forward destination.
■
The call cannot be answered because the destination is busy or
unreachable (logged out or disconnected from the network).
The default call coverage point is voice mail. However, your administrator
can specify a different default for all subscribers, or you can set your own
call coverage point. There are four possible call coverage points:
■
■
■
■
Voice mail (the default)
The Auto Attendant
A telephone number (internal or external)
No coverage
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CHAPTER 6: USING THE VCX USER INTERFACE
If the no coverage option is selected and a call is not answered, the
caller will hear a busy tone or an error message depending on the
reason for the unanswered call.
If you enable Do Not Disturb on your phone, calls will automatically go to
the call coverage point, which may or may not be voice mail.
The call coverage point must be set through the VCX User Interface (or
the Administrator Interface). It cannot be set through the Telephone User
Interface.
Assigning Access
Button Functions
Using the VCX User
Interface
This section describes how to use the VCX User Interface to view, and
possibly modify, the VCX features associated with the Access buttons on
your telephone.
When a VCX system is configured, your administrator assigns (maps)
default functions for the Access buttons on your telephone. Mapping a
function to a button allows one-touch access to that function. Speed
dialing is one example of a one-touch function.
Your administrator may allow you to reprogram a button’s function (for
example, create more personal speed dial buttons).
To view the functions currently mapped to buttons on your phone:
1 Log in to the VCX User Interface, select the My Extensions option, then
access the Button Mappings tabbed page.
2 Choose your telephone model (for example, the Model 3103
Manager’sphone) and click Select.
CAUTION: The VCX User Interface cannot determine your telephone
model. You must select the correct model from the drop down list.
The VCX User Interface displays a graphic of the selected phone model
and shows the function mapped to each button. If a function name
appears dimmed (light gray text), your administrator has locked that
function-button mapping and you cannot remap it. See the online help
for more information.
Enabling Bridged
Extensions
This section describes how to enable and use bridged extensions set up
through the VCX User Interface.
Enabling Bridged Extensions
87
The VCX system allows you to set up your extension so that other users
can receive your calls at their phones. Through the VCX User Interface,
you can grant permission to up to four other users to receive calls
intended for your extension; that is, you are “bridging” your extension to
their phones.
The bridged phone is sometimes referred to as the primary phone. The
phone receiving bridged calls is sometimes referred to as the secondary
phone.
A bridged extension is typically used by an administrative assistant (the
secondary phone) to accept calls for one or more managers (primary
phones). Or one manager (primary phone) may be monitored by multiple
assistants (secondary phones). The primary phone and the secondary
phone (or phones) can be located at different sites.
Bridging an extension requires three steps:
1 On the phone whose extension you want to bridge (for example,
extension 1000):
a Log in to the VCX User Interface, select the My Extensions option,
then access the Bridge Permissions tabbed page.
b Specify the extension (for example, extension 1001) that you want to
receive a bridged call and click Add.
The bridged phone can identify up to four phone numbers to bridge
with, but the number of extensions it can actually bridge is determined by
the maximum number of contacts that the system administrator has set
up for the phone, which may be fewer than four.
2 On the phone that will receive a bridged call (in this example, extension
1001):
a Log in to the VCX User Interface, select the My Extensions option,
then access the Button Mappings tabbed page.
b Map the bridged extension (in this example, extension 1000) in the
Bridged Extension 1/2 box and click Save.
You should not bridge an extension to a Basic phone (Models 2101 or
3101) because these phones have no programmable buttons. Therefore,
a Basic phone has no way of distinguishing a call to its extension and a
bridged call.
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CHAPTER 6: USING THE VCX USER INTERFACE
3 For the bridged line settings to take effect, the phone must retrieve the
new settings from the VCX server. By default, phones check the VCX
server for new information every 60 minutes (the phone registration
interval). To retrieve bridged line settings, you can use one of the
following options:
■
Wait for the phone registration interval to expire (60 minutes or
less, depending on when the last registration occurred).
■
Log off and then log on to the phone.
In this example, an incoming call to extension 1000 will also ring on
extension 1001.
The primary phone user can make calls on a bridged line. The secondary
phone user can answer calls that are made to the primary phone’s
extension. Both users can use VCX features to manage bridged calls. For
example, bridged calls can be transferred, put on hold, or forwarded to
voice mail. However, because multiple phones are involved, you should
note the considerations discussed in Bridged Line Interaction with Other
Both primary and secondary users can be logged in to multiple phones.
For example, an administrative assistant (secondary user) can be logged in
to four phones and monitor a manager from any phone as long as all the
secondary phones are configured with the same extension. Or, a manager
may be logged in to multiple phones and monitored by an assistant
logged in to one or more phones. In any case, the total number of logged
in primary and secondary phones cannot exceed five.
For the current release, the primary and secondary phone (or phones)
must be located on the same site.
Your administrator can also set up bridged extensions. In this case, fields
on your Bridge Permissions and the Button Mappings tabbed pages
have preassigned values.
Bridged Line Calls to a bridged extension can be managed by a primary user or a
Interaction with secondary user, like non-bridged calls. For example, bridged calls can be
Other Features parked, put on hold, transferred, or conferenced.
A call to a bridged extension can be affected by call coverage points, call
forwarding settings, and Do Not Disturb settings on the primary and
secondary phones.
Enabling Bridged Extensions
89
Calls to a bridged extension that are not answered always follow the call
coverage point configured for the primary phone, or, if call forwarding is
enabled, the appropriate call forward setting for the primary phone.
Topics in this section describe how bridged calls are handled when certain
VCX features are invoked by the primary phone user, the secondary
phone user, or both users.
Do Not Disturb and Bridged Line Calls
If the primary phone enables Do Not Disturb and a call rings on a
secondary phone, there is no call indication on the primary phone—the
phone does not ring. Once the call is answered or put on hold, the
primary phone’s handset icon in the Display Panel show on hold.
■
If the primary phone enables Do Not Disturb, a call goes directly to the
primary phone’s call coverage point if:
■
All secondary phones have enabled Do Not Disturb
No secondary phone is available
■
■
If the primary phone enables Do Not Disturb and no secondary phone
answers the call, the call goes to the primary phone’s Call Forward
destination when the Call Forward - Ring No Answer ring timeout
value is reached.
■
■
If a secondary phone enables Do Not Disturb and other secondary
phones are available (or the primary phone is available), the call rings
on one of the other phones.
If a secondary phone enables Do Not Disturb and no other secondary
phones are available, the call rings on the primary and there is no
indication of the call on the secondary phone.
■
If the primary does not answer, the call goes to the primary phone’s
Call Forward destination when the Call Forward - Ring No Answer
ring timeout value is reached.
■
If the primary does answer or put on hold, the secondary phone
does indicate call status.
If neither the primary phone or the secondary phones have Do Not
Disturb enabled, a call rings on both phones.
■
If the primary phone user presses the DND button while the call is
ringing, it stops ringing but continues to ring on the secondary. If the
secondary does not answer, the call goes to the primary phone’s Call
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CHAPTER 6: USING THE VCX USER INTERFACE
Forward destination when the Call Forward - Ring No Answer ring
timeout value is reached.
■
If the secondary phone user presses the DND button while the call is
ringing, it stops ringing but continues to ring on the primary. If the
primary phone does not answer, the call goes to the primary phone’s
Call Forward destination when the Call Forward - Ring No Answer ring
timeout value is reached.
■
If the primary and secondary phone users both press the DND buttons
while the call is ringing, it stops ringing on both phones. The call goes
to the primary phone’s Call Forward - Busy destination.
If the primary phone enables Do Not Disturb, a call rings on a secondary
phone. If the primary phone user disables Do Not Disturb while the call is
ringing, the call does not start ringing on the primary. Do Not Disturb is
enabled only for subsequent calls. This is also true for a secondary phone
user who toggles the Do Not Disturb setting while a call is ringing.
If the primary phone enables Do Not Disturb and a call comes in from a
hunt group, the Do Not Disturb setting is ignored and the call rings on
the primary. If a secondary phone enables Do Not Disturb and a call
comes in from a hunt group to the primary phone, the call does not ring
on the secondary phone.
Hands Free and Bridged Line Calls
Enabling the Hands Free feature has the following effect on bridged calls:
■
If the primary phone has Hands Free enabled, a call rings briefly on the
secondary phone before it is automatically answered by the primary
phone.
■
If the secondary phone has Hands Free enabled, only calls made to the
secondary's phone extension are answered Hands Free. Calls to
primary phone are not answered Hands Free on the secondary phone;
they appear as normal bridge calls.
Call Forward, Forward to Voice Mail, and Bridged Line Calls
Enabling Call Forwarding and Forward to Voice Mail (or enabling both
features) has the following effect on bridged calls:
■
If the primary phone enables Forward to Voice Mail, calls ring once on
the primary and secondary phones, and then go to voicemail.
Enabling Bridged Extensions
91
■
■
If the primary phone enables Call Forward Universal, calls to the
primary go to the Call Forward Universal destination immediately and
do not ring on the primary or secondary phones.
If a secondary phone enables Forward to Voice Mail or Call Forwarding
to another extension, these settings affect only calls to the secondary
phone extension. A bridged call rings on both the primary phone and
secondary phone.
■
If a call is ringing on the primary phone and the secondary phone, and
the primary phone user presses the Forward to Voicemail button, the
call is forwarded to primary phone’s voice mailbox and the secondary
phone stops ringing.
■
If a call is ringing on the primary phone and the secondary phone, and
the secondary phone user presses the Forward to Voicemail button,
call will continue ringing on both phones.
Call Transfer, Call Conferencing, and Bridged Line Calls
Bridged calls can be transferred by either the primary phone or the
secondary phone. The primary phone user and secondary phone user can
also set up a conference with a bridged call.
If the primary phone is on a bridged call and presses the Transfer button,
the primary phone user hears a dial tone. The user can then enter a
telephone number to start attended or unattended call transfer. While
the primary phone user enters the phone number, the calling party is put
on hold. However, the light for BSA line on the secondary phone remains
on (does not blink as it would for a non-bridged call on hold).
While on a bridged call, the primary phone user can also press a free SA
line to transfer the call from a BSA line to a SA line. Or, a call connected
on a SA line can be transferred from the SA line to its BSA line. A
secondary phone user, however, can only transfer a call from an SA line to
BSA line but cannot transfer a bridged call to an SA line.
Both primary and secondary phones can set up a 3-way conference call
on a bridged line.
Call Park and Bridged Line Calls
Either the primary phone user or the secondary phone user can park a
call.
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When either a primary or secondary phone user parks a call and the call
park timeout value is reached (the default is 5 minutes), the parked call
rings back only on the phone that parked the call. For example, if a
primary phone user parks a bridged call to a Call Park extension and no
one picks up the parked call, after 5 minutes the parked call rings back
only on the primary phone that parked the call. The call does not ring
back on a secondary phone or on any other primary login instance. When
the primary phone answers the call,the status light on primary phone
lights but the status lights on the bridged phones do not light.
If all lines are in use, a parked call that rings back is forwarded according
to the enabled Call Forwarding setting for that phone. If Do Not Disturb is
enabled, the parked call is forwarded to the call coverage point
configured for that phone.
Call Pickup and Bridged Line Calls
Call Pickup (both Directed and Group) allows a user to answer a call that
is ringing on another telephone.
For bridged calls, you enter the Call Pickup feature code (455 for
Directed; 456 for Group) followed by the group security code and the
extension of a primary phone. The call stops ringing on all primary and
secondary phones when the call is picked up. You cannot enter the
extension of a secondary phone. Doing so returns an error, and the call
keeps ringing on all primary and secondary phones.
Attendant Console and Bridged Line Calls
The VCX administrator can map primary phone numbers and secondary
phone numbers to buttons on a VCX 3105 Attendant Console. In this
case, status lights on the Attendant Console show that the bridged line is
in use for primary and secondary phones.
Hunt Groups and Bridged Line Calls
A primary or a secondary phone can belong to a hunt group.
If a primary phone is a member of a hunt group, a call coming to the
hunt group rings on an SA line on the primary phone. A secondary phone
cannot receive a hunt group call directed to a primary phone.
Message Waiting Indication and Bridged Line Calls
A secondary phone displays the Message Waiting Indication (MWI) of the
primary phone (or phones).
Personal Speed Dial Access Buttons
93
Pressing the MSG button lists the mailboxes. You can press Up and Down
arrow keys to select a mailbox, then press the MSG button again to
connect to that mailbox.
Personal Speed Dial
Access Buttons
The VCX User Interface allows you to set up personal speed dial access
buttons using two method; by assigning the Personal Speed Dial
feature to an access button and by assigning the Call feature to an access
button.
Using the Personal Speed Dial feature provides up to five personal speed
dial numbers that you can assign. Using the Call feature provides an
additional three personal speed dial numbers you can assign.
Logging Out
To log out of the VCX User Interface, follow these steps:
1 From any screen, click the Log Out button just above the copyright
notice.
The Login screen appears.
2 Close your web browser.
94
CHAPTER 6: USING THE VCX USER INTERFACE
VCX ATTENDANT CONSOLES —
MODEL 3105 AND
COMPLEMENT ATTENDANT
7
The VCX Attendant Console (Model 3105) and the VCX Complement
Attendant Software (CAS) application enable a receptionist to handle
high call volumes efficiently. Although receptionists are the primary users
of the Attendant Console and the CAS, the two can also be used by busy
sales representatives and others who receive a high volume of telephone
calls or who make frequent calls to the same telephone numbers.
This chapter includes the following topics:
■
VCX Attendant Console — A device that works along with VCX
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,
installed by an administrator, that allows a receptionist to answer and
route calls using a personal computer.
The Attendant Console and VCX Complement Attendant Software
application 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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CHAPTER 7: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT
VCX Attendant
Console
The VCX 3105 Attendant Console has 50 Access buttons and 4
preprogrammed Feature buttons. In effect, the Attendant Console is an
extension of the VCX Business Telephone or VCX Basic Telephone with
which it is associated.
Figure 4 illustrates the buttons and controls on the VCX 3105 Attendant
Console.
Access Buttons The 50 Access buttons on an VCX 3105 Attendant Console can each
have two sets of assignments: 1 through 50, and 51 through 100. To
toggle between the two sets of assignments, press the Shift button.
Your administrator can assign features to each Access button. Possible
features include:
■
Status of internal telephone extensions (busy, available)
In the current release, when you assign a phone extension to an
Attendant Console button, the button assignment does not become
effective until either the Attendant Console is rebooted or the phone
registration interval elapses. The default registration interval is one hour
(3600 seconds).
■
Status of external telephone lines
Speed dials for user extensions:
■
Feature Buttons The four Feature buttons are programmed for four of the five most
common features needed by a receptionist: Call Transfer, Call Hold,
Conference, Call Park, or Attendant Serial Call. The Shift button does not
affect the operation of the Feature buttons. Your administrator
configures the feature assigned to a particular Feature button using the
VCX User Interface, Central Management Console. The feature-to-button
may not correspond to your configuration.
Your administrator also maps telephone extensions to Access buttons
using the VCX Administrator web interface.
Figure 4 and the text that follows it describe the features on the VCX
3105 Attendant Console.
VCX Attendant Console
97
Figure 4 VCX 3105 Attendant Console
6
5
7
1
2
3
4
8
1 Transfer button — Enables you to send a call to another telephone. See
3 Conference button — Allows you to set up a three-way conference call.
4 Call Park button — Places a call in a “holding pattern” so that it can be
Attendant Serial Call button — Enables you to send a call to another
telephone like Transfer, but the call rings back to you when the
destination hangs up. You can perform another transfer or other action.
Not mapped to a button by default, your administrator can map
5 Labels — You can print labels for your Attendant Console using the
LabelMaker utility, which is available through the 3Com web site. See
6 Label cover tabs — Allow you to unsnap the plastic cover to insert
labels.
98
CHAPTER 7: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT
7 Access buttons — If your administrator has mapped an extension to an
Access button, a light next to the button indicates whether the line is
available or in use, or whether an assigned feature is enabled. See
Your administrator uses the VCX Administrator web interface to map
telephone extensions to Access buttons numbers. The interface numbers
each button. For example, the administrator may say that extension 4001
is assigned to button 1, extension 4002 is assigned to button 2, and so
on. On the Attendant Console, the buttons are numbered from top to
bottom, starting in the top left corner. (However, no number physically
appears next to a button.)
■
The first five buttons from the top in the left column correspond to
Access buttons 1 through 5. (The bottom four buttons are always
the Feature buttons.)
■
■
■
■
■
The second column of nine buttons correspond to Access buttons
6 through 14.
The third column of nine buttons correspond to Access buttons 15
through 23.
The fourth column of nine buttons correspond to Access buttons
24 through 32.
The fifth column of nine buttons correspond to Access buttons 33
through 41.
The sixth column of nine buttons correspond to Access buttons 42
through 50.
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.
Printing Labels To create, print, and save labels for your Attendant Console (or any VCX
telephone):
1 Access the 3Com web site, http://www.3com.com.
2 Click Support & Downloads and select Downloads & Drivers from the
drop-down list box.
Your browser displays the Downloads page.
3 On the Downloads page, select the following options:
VCX Attendant Console
99
a In the Criteria-base Search section, in the Type of File list box, select
Documentation.
b In the Product Category list box, select Convergence/IP Telephony.
c In the Filename text box, enter labels.exe.
d In the Operating System list box, select All.
e Click Search.
4 When the search results page is displayed, locate the labels.exe file for
3Com VCX V7000 IP Telephony Solution, and download it to your
system. (Do not download any of the labels.exe files for the NBX
product.)
5 Locate labels.exe on your system and double-click the file icon to start the
LabelMaker program.
6 Find the page in the LabelMaker that has labels for your attendant
console.
7 Edit the label template by clicking any of the label text boxes to highlight
the existing text, and then typing new text.
8 Press Tab to move to the next text field in the label.
9 Click the Print button at the top of the LabelMaker screen to open the
Print dialog. Specify which page you want to print. Typically, the default is
to print all pages.
10 Click Print.
11 Cut out the labels and put them in the label holders of your attendant
console.
12 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, run the file that you saved to your
computer. If you download the LabelMaker from the 3Com web site, you
always get the default version. If you save the default version to the same
place you saved an earlier edited version, you overwrite the earlier
version.
Attendant Console An Access button that is set up for incoming and outgoing calls is called a
Status Lights System Appearance button. The light beside each System Appearance
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CHAPTER 7: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT
Table 6 Status Indicator Lights for System Appearance Buttons
If the light is
Off
The line is
Available for use
In use
Steady
Blinking
Do Not Disturb is enabled
Dialing an emergency call
Blinking quickly
Complement
Attendant
Software
The Complement Attendant Software (CAS) application is an optional
VCX 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.
Figure 5 shows the Complement Attendant Software main window.
Figure 5 Complement Attendant Software Main Window
Complement Attendant Software
101
The main window includes three areas:
■
■
■
The Call List appears on the top part of the window and displays
The Command Buttons appear below the Call List and perform
The Directory List appears on the bottom of the window and lists
The Call List and Command Buttons are separated from the Directory List
by a horizontal bar that allows you to resize the lists. This is very useful if
you want to display more of the Call List and less of the Directory List.
To resize the lists, move the mouse pointer over the horizontal bar. The
pointer changes to a double-ended arrow. Press the left mouse button
and drag the bar up or down the screen.
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.
areas.
Table 7 Elements of the Complement Attendant Software Screens
Field
Purpose
Call List
Displays Caller ID information (name and extension number),
the status of a call, and the duration of the call. The number of
calls displayed depends on the number of access lines that you
have specified in your general settings.
Find/Phone# Display Provides the extension number and name of the person
selected in the directory.
Clear Button
Cancels previous criteria.
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CHAPTER 7: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT
Table 7 Elements of the Complement Attendant Software Screens (continued)
Field Purpose
Main Directory tab Displays all the entries in the Directory List.1
Extension Status — Sorts the data in the directory by extension
status.
Extension — Sorts the data in the directory by listing the
extension numbers in ascending order.
First Name — Sorts the list of users in alphabetical order by
first name.
Last Name — Sorts the list of users in alphabetical order by last
name.
Department — Sorts the directory by the user department.
Notes — Sorts the directory by note entries.
Hidden List tab
Quick List tab
Hides entries in the VCX directory that you do not want to
appear on other tabs, such as conference room phones.
Provides access to frequently used entries in the directory.
1 If your VCX system includes multiple sites (for example, regional and branch offices), each with
one or more VCX call processors, CAS can display a global directory of all the users in your
organization. Note that this option must be configured by your administrator. By default, CAS
displays the local user directory.
The Complement Attendant Software provides a Line Monitoring feature
similar to the Busy Lamp Field (BLF) feature available on the VCX
Attendant Console. Line Monitoring allows you to monitor the busy
status of other phones. This feature is very useful for determining if
someone is on the phone prior to transferring a call to that person.
possible buttons because there are no active calls.
Table 8 Complement Attendant Software Buttons and Keyboard Shortcuts
Keyboard
Shortcut
Button
Purpose
Answer/Release
Answers an incoming call.
Terminates a call.
Places a caller on hold.
Alt+A
Alt+R
Hold/Unhold
Alt+H
Removes a caller from being on hold and returns
to the call.
Alt+N
Complement Attendant Software
103
Table 8 Complement Attendant Software Buttons and Keyboard Shortcuts
Keyboard
Shortcut
Button
Purpose
Park
Places a call in a “holding pattern” so that it can
be retrieved from another telephone on the
system.
Alt+K
Unpark
Releases a caller from a “holding pattern.”
Forwards a call to another telephone.
Completes the transfer of a call.
Alt+U
Alt+T
Alt+M
Transfer
Conference
Enables three subscribers to participate in a single Alt+C
call.
Alt+P
Completes the conference call.
Cancel
Dial
Cancels a transfer.
Alt+S
Alt+E
Cancels a conference call.
Dials a selected number to place an outgoing call. Alt+D
For complete information on the Complement Attendant Software, see
the online Help system in the software.
104
CHAPTER 7: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT
106
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Connecting the
Telephone
Although the connector layout varies between telephones, all VCX
telephones and attendant consoles use these symbols to identify the
connectors:
Power connection for an AC power adapter.
Network connection. Connects the device to the network. A powered
Ethernet cable that conforms to the Power over Ethernet (IEEE 802.3af)
standard is acceptable for:
■
■
■
■
■
3Com 3101 Basic Telephones
3Com 3102 Business Telephones
3Com 3103 Manager’s Telephones
3Com 3105 Attendant Consoles
Older 3Com telephones that include “PE” in the part number.
Switch port for connecting a computer or other network device, such as
an VCX Attendant Console, to the network.
Handset connector.
Headset connector. Model 3102 and Model 3103 only.
example of possible connection points. Connection details for each type
of VCX device are listed on the packing sheet that is shipped with the
device.
Connecting the Telephone
107
Figure 6 Underside of the VCX 3102 Business Telephone
4
1
2
3
6
5
CAUTION: The VCX system operates over the LAN, not through traditional
telephone wiring. Your telephone connects to the VCX system through an
RJ-45 LAN connector instead of an RJ-11 telephone connector. Your
telephone will not work unless it is connected properly. Ask your
administrator if you have questions about your telephone connection.
The underside of an VCX 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.
4 Handset connector
5 Headset connector (3102 and 3103 only)
6 Tabs for the support bracket
For information about the underside of each VCX Telephone, and for
information about how to connect any VCX Telephone or Attendant
Console to a Power over Ethernet source, see the packing sheet that
comes with the device.
Strain relief clamps are built into the 3101/3102/3105 support bracket.
108
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Attaching and
Adjusting the
Articulating
The articulating support bracket is common to the following devices:
■
3Com 3105 Attendant Console
3Com 3103 Manager’s Telephone
■
Support Bracket
Figure 7, Figure 8, and Figure 9 show a 3102 Telephone. The instructions
apply to all telephones.
Figure 7 Attaching the Support Bracket
To attach the support
bracket, 1, snap the
bracket into the
mounting supports 2,
on the bottom of the
telephone.
2
After you connect the
1
cables to the phone,
press the cables into
the cable management
clamps 3, on the stand.
3
Attaching and Adjusting the Articulating Support Bracket
109
Figure 8 Adjusting the Support Bracket
To adjust the support
bracket, press to
release the lock tab 1,
rotate the bracket to
the position that you
want, and then
release the lock tab.
1
110
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Figure 9 Wall Mounting a 3102 Telephone
When you mount a 3101, 3101SP, 3102,
or 3103 telephone on a wall, attach the
support bracket and adjust it so that the
bottom of the support bracket rests
against the bottom supports on the
telephone, 1.
Safe wall mounting requires 3/4-inch
drywall and 1.5-inch drywall screws.
1
Opening the 3105 Attendant Console Label Cover
111
Opening the 3105
Attendant Console
Label Cover
Figure 10 3105 Attendant Console Label Cover Tabs
After you print the
labels and then cut
them out, remove
the plastic cover
from the Attendant
Console by pulling
up on the two tabs
at the top of the
Attendant Console
until the top of the
cover pops off.
Moving Your
Telephone
Each VCX telephones is uniquely identified by an IP address. You can
move your telephone to another location within your calling domain,
connect it to any Ethernet jack on the LAN, and still maintain all of your
personalized features, speed dials, and extension number.
Swapping
Telephones
Your administrator assigns a password for your telephone. This password
associates your telephone extension (and mailbox) with your account.
This may allow you to configure another VCX phone in the system to
duplicate your primary phone. This means if you are away from your
primary phone (for example, in a different office), you can program the
local phone to use your extension. Any calls made to your extension will
ring in both locations and you can access your mailbox from either
phone. See the overview section in the chapter that describes your
telephone for more information.
112
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
Cleaning Your
Telephone
Always unplug your telephone from the power source and from the
network before you clean it. Use a soft cloth dampened with mild
detergent.
WARNING: Failure to unplug the telephone before you clean it could
result in electrical shock.
Troubleshooting
Problems
likely solutions. Where possible, each solution refers to the section in this
guide where you can find detailed information.
Table 9 Possible Problems
Possible Problem
Suggested Solutions
My telephone has no dial
tone and 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 the Ethernet cables are 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 display panel
still appears to be locked, disconnect the electrical
power for your telephone, and then plug it back in.
Callers cannot leave
Your mailbox may be full. Log in to your voice mailbox
messages on my voice mail. and delete some messages.
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 feature
my organization, I hear a
tone but no ringing.
enabled. Begin speaking after you hear the tone. For
Troubleshooting Problems
113
Table 9 Possible Problems (continued)
Possible Problem
Suggested Solutions
On my VCX Business
Telephone, all incoming
internal calls come over my
speaker phone.
You have the Hands Free feature enabled. For details,
My telephone is not
forwarding my incoming
calls to my voice mailbox.
Verify that you have activated the Forward to Voice
Mail.
On my VCX Business
Telephone, I added a
One-Touch speed dial, but
the telephone does not dial
that number.
Verify that you have correctly set up speed dialing. For
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.
114
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
116
INDEX
D
dialing a remote office
directory of users
J
display panel
L
Do Not Disturb
M
E
mailbox
extensions
F
forward universal (call forwarding)
O
G
P
H
hands-free
headset
Hunt Groups
phone settings
problems
R
117
R
registrations
time zone
troubleshooting
ring no answer (call forwarding)
ring patterns
U
user directory
user directory (global)
user directory (local)
S
selective ringing
V
VCX 3105 Attendant Console
VCX Complement Attendant Software
VCX User Interface
speaker phone
voice mail
speed dials
support brackets
volume
W
T
telephone support brackets
Z
telephones
|