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3Com 3102 User Manual

3com 3102: user guide.
Also See for 3102:
Specification sheet - 2 pages
User manual - 126 pages
NBX
Business Telephone
®
Guide
NBX Networked Telephony Solutions
System Release 5.0
Part Number 900-0210-01
Published April 2005
http://www.3com.com/

   Also See for 3Com 3102

   Related Manuals for 3Com 3102

   Summary of Contents for 3Com 3102

  • Page 1

    Business Telephone ® Guide NBX Networked Telephony Solutions System Release 5.0 Part Number 900-0210-01 Published April 2005 http://www.3com.com/...

  • Page 2

    3Com Corporation. 3Com Corporation reserves the right to revise this documentation and to make changes in content from time to time without obligation on the part of 3Com Corporation to provide notification of such revision or change.

  • Page 3: Table Of Contents

    Setting Up Your Password and Voice Mail for the First Time NBX NetSet Utility Starting the NBX NetSet Utility Navigation and Shortcut Icons in the NBX NetSet Utility Quick Reference Guides 3102 B USINESS Telephone Buttons and Controls Programmable Access Buttons Status Lights for System Appearance Buttons...

  • Page 4: Table Of Contents

    Marking a Message as Private or Urgent Other Ways to Manage Your Voice Mail Messages Other Kinds of Mailboxes Answering a Call Using the 3Com Telephone Display Panel Dialing a Call Message Indicators Listening from Your Computer Listening from Your 3Com Telephone...

  • Page 5: Table Of Contents

    Forwarding Incoming Calls Call Coverage Points Condition to Forward Calls Setting Call Forward from the Telephone Setting Call Forward from the NetSet Utility Call Forward Precedence Putting a Call on Hold Dialing Another Call More Than One Call Transferring a Call Announced (Screened) Transfer Blind Transfer Direct Mail Transfer...

  • Page 6: Table Of Contents

    Automatic Call Distribution Groups, Hunt Groups, and Calling Groups Supervisory Monitoring Call Park Paging Configurable Operators With the 3Com Manager’s Telephone and 3Com 3102 Business Telephone General Headset Instructions Returning to the Headset After a Long Delay ETTING ORE FROM...

  • Page 7: Table Of Contents

    Complement Attendant Software Managing Calls ELEPHONE NSTALLATION AND Connecting the Telephone Installing the 3102 Telephone Label Plate Attaching and Adjusting the Articulating Support Bracket Attaching and Adjusting the Fixed Support Bracket Low-Profile and High-Profile Positions Wall-Mount Position Security Wall-Mount Bracket...

  • Page 8

    Moving Your Telephone Swapping Telephones Cleaning Your Telephone Troubleshooting Problems NDEX...

  • Page 9

    It includes information about using the NBX Voice Mail system and the ™ NBX NetSet administration utility for personal telephone settings. Devices documented in this guide include: Telephones 3Com 3102 Business Telephone 3Com 2102 Business Telephone 3Com 2102-IR Business Telephone 3Com 1102 Business Telephone Attendant Consoles 3Com 3105 Attendant Console...

  • Page 10: How To Use This Guide, Conventions

    In some business environments, this person may be a switchboard operator. User A person who has a single 3Com Telephone or an analog telephone connected to the NBX system through an ATC card or the single-port ATA device.

  • Page 11: Documentation

    Table 3 Table 3 Icons Documentation The documentation set for 3Com NBX Networked Telephony Solutions is designed to help NBX telephone users, installers, and administrators maximize the full potential of the system. The NBX Resource Pack CD contains many guides to the NBX products and their related 3Com applications.

  • Page 12: Comments On The Documentation

    Documentation documentation more useful to you. Please send your e-mail comments about this guide or any of the 3Com NBX documentation and Help systems to: Voice_TechComm_Comments@3com.com Include the following information with your comments: As always, please address all questions regarding the NBX hardware and software to your 3Com NBX Voice-Authorized Partner.

  • Page 13: Setting Up Your Password And Voice Mail For The First Time

    As soon as you are given a telephone and extension number, you need to set up a password and record your name announcement and personal greeting. This chapter covers these topics: For how to access NBX® features from an analog telephone, set your password as described next and then see the NBX Feature Codes Guide in the NBX NetSet™...

  • Page 14

    If your system uses a voice messaging application other than NBX Messaging, use this code sequence to change your password for the NBX NetSet utility. 3Com recommends that you use the same password for the NBX NetSet utility and your voice messaging application.

  • Page 15: Nbx Netset Utility

    After you have set your initial NBX password, continue to follow the voice prompts to record your name announcement. Your name announcement tells callers that they have reached your voice mailbox. Then follow the voice prompts to record your personal greeting. Your personal greeting lets callers know important information about you, for instance, that you are on vacation, available at another number, or unavailable for a specified amount of time.

  • Page 16: Starting The Nbx Netset Utility, Navigation And Shortcut Icons In The Nbx Netset Utility

    NBX NetSet Table 5 Navigation Icons Utility Click the icons below the window to go directly to these features: One-Touch Speed Dials (not available on 3Com® 3100 Entry Telephone) Off-Site Notification Icon Action Where You Go...

  • Page 17: Quick Reference Guides

    Telephone Guides (including this guide) NBX Feature Codes Guide Quick Reference To open and print a copy of the Quick Reference Guides for the most Guides frequently used features on your telephone: 1 Log in to the NBX NetSet utility. See earlier in this chapter.

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    1: G HAPTER ETTING TARTED...

  • Page 19: Telephone Buttons And Controls

    This chapter describes the buttons, controls, and features on the 3Com® 3102 Business Telephone. It covers these topics: For how these features work on an analog telephone that is connected to the NBX® system, click the NBX Feature Codes Guide icon below any screen in the NBX NetSet™...

  • Page 20

    2: 3C 3102 B HAPTER Figure 1 3Com 3102 Business Telephone 1 Soft buttons — Allow you to select items that are displayed in the telephone display panel. See 2 Message Waiting Indicator (MWI) — When lit, indicates that you have one or more new voice mail messages in your voice mailbox.

  • Page 21

    16 Message button — Accesses your voice mail messages through the NBX Messaging system. See “Listening to NBX Messages” Telephone Buttons and Controls “Using the 3Com Telephone 5. The left and right buttons are reserved for “Programmable Access Buttons” later in this chapter.

  • Page 22: Programmable Access Buttons

    Help button for instructions. USINESS ELEPHONE “Setting the Volume” button to turn off the telephone’s microphone when you are “Setting the Volume” shows the 18 programmable Access buttons on the 3Com 3102 Chapter “Using a Headset” Chapter button again. Chapter...

  • Page 23

    Figure 2 3102 Access Buttons Access buttons have these default settings, which your administrator can change: 1 In most circumstances, your administrator designates these three system appearance buttons as lines for incoming and outgoing calls. 2 Personal Speed Dial 1. See...

  • Page 24: Status Lights For System Appearance Buttons

    2: 3C 3102 B HAPTER 14 Personal Speed Dial 9 15 Personal Speed Dial 10 16 Headset — Press this button to enable the use of a headset that is connected to the telephone. Status Lights for An Access button that is set up for incoming and outgoing calls is called a System Appearance System Appearance button.

  • Page 25

    2102-IR B ELEPHONES 3Com 1102 Business Telephone 3Com 2102 Business Telephone 3Com 2102-IR Business Telephone Telephone Buttons and Controls Programmable Access Buttons Status Lights for System Appearance Buttons shows the buttons and controls on the 3Com 1102, 2102 and USINESS...

  • Page 26

    3: 3C 1102, 2102, HAPTER Figure 3 3Com Business Telephone (2102-IR Shown) 1 Display panel — Displays telephone status messages, Caller ID information (if enabled), and the number of messages that you have in your voice mail mailbox. You can also use it to view these items:...

  • Page 27

    12 Volume up and down buttons — Raises and lowers the volume of the ringer, the speaker, the handset, or the headset. See Volume” Chapter Telephone Buttons and Controls “Using the 3Com Telephone Display Panel” “Using the 3Com Telephone “Putting a Call on Hold” Chapter Chapter “Programmable...

  • Page 28

    3: 3C 1102, 2102, HAPTER 13 Mute button — Enables you to prevent callers from hearing what you are saying during a telephone call. Press the Mute button to turn off the telephone’s microphone when you are using the handset or when your telephone is in speaker phone mode.

  • Page 29

    Figure 4 Access Buttons on 3Com 1102, 2102, and 2102-IR Telephones Access buttons have these default settings, which your administrator can change: 1 Feature button — Allows you to access features that are not directly assigned to an Access button on your telephone. See of features and codes and how to use them.

  • Page 30

    3: 3C 1102, 2102, HAPTER Status Lights for An Access button that is set up for incoming and outgoing calls is called a System Appearance System Appearance button. The light beside each System Appearance Buttons button indicates the status: 2102-IR B USINESS ELEPHONES If the light is...

  • Page 31: Nbx Messaging Components

    NBX M This chapter describes the NBX messaging features. It covers these topics: NBX Messaging A key component of the NBX Networked Telephony Solutions is the Components NBX Messaging system, which includes voice mail, off-site notification, and several administrative features. Voice mail allows callers to leave voice messages in your voice mailbox when you are not able to answer your telephone.

  • Page 32: Important Considerations, Changing Your Password

    Use the feature code method described in and change the NBX NetSet utility password. 3Com recommends that you use the same password for your voice messaging system and for the NBX NetSet utility. “Setting Up Your Chapter 1 for details.

  • Page 33: Security Tips, Changing Your Name Announcement And Personal Greetings

    Security Tips Changing Your You set name announcement and personal greeting when you first set Name your voice mail. See Announcement and for the First Time” Personal Greetings ensure that callers hear up-to-date information. You can record up to five personal greetings and choose which to use from the telephone.

  • Page 34: Listening To Nbx Messages, Message Indicators

    Also see this chapter. Listening to NBX You can listen to your NBX voice mail messages from your 3Com® Messages Telephone, from any touch-tone telephone, or by logging in to the NBX NetSet utility. After you listen to messages, you can save or delete them to clear them from the New Messages queue.

  • Page 35: Listening From Your Computer, Listening From Your 3com Telephone, Listening From Any Internal 3com Telephone

    2 At the prompt, dial your password and press #. 3 See Listening from Any To listen to your messages from any 3Com Telephone other than your Internal 3Com own within your NBX system: Telephone 1 Pick up the handset and press the Message button.

  • Page 36: Managing Your Messages

    4: NBX M HAPTER ESSAGING Managing Your Use these buttons to manage your messages: Messages Table 6 Managing Messages If you call the main telephone number of your organization and: The Automated Attendant answers — Press * * during your personal greeting.

  • Page 37: Information About Your Messages, Replying To A Message

    Information About To listen to date, time, and sender information about a message in your Your Messages mailbox, press 6 during or after the message, and then press one of these buttons: Replying to a You can send a reply to a voice mail message, provided that the NBX Message system has received the necessary caller ID information.

  • Page 38: Forwarding A Message

    4: NBX M HAPTER ESSAGING Forwarding a You can forward most messages, with or without comments. Message If you receive a message that is marked Private, you cannot forward it. To forward a message: 1 Log in to your voice mailbox at your telephone or remotely. 2 Listen to a message that you want to forward, and press 5.

  • Page 39: Creating And Sending A Message

    Creating and To create and send a message directly without actually making a call, Sending a Message follow these steps: 1 Log in to your mailbox at your telephone or remotely. 2 Dial 2 to select Create and Send a Message. 3 At the tone, record a message that is at least 2 seconds long, and press # to end the recording.

  • Page 40: Using Voice Mail Group Lists, Viewing System Groups, Creating Personal Groups

    4: NBX M HAPTER ESSAGING Using Voice Mail A Voice Mail Group, also called a mail group or mail list, is a collection of Group Lists extensions with a special “group number.” Use it to send a message to everyone on the list at the same time. A Voice Mail Group is not the same as an ACD Group, Hunt Group, or Calling Group.

  • Page 41: Modifying Or Deleting Personal Groups

    7 Dial one of these destination numbers plus #: The internal extension or mailbox number of the recipient A speed dial number. See Another personal or system group list number A VPIM extension A site code plus extension (to send to a user on another NBX system in your organization).

  • Page 42

    4: NBX M HAPTER ESSAGING 3 Dial 3 for Group Lists. 4 Press 1, 3, or 4: 5 To add members to a group or delete members from one, press 4. a To add one or more members to the group, dial one of these b To delete one or more members from the group, dial the destination 6 When you have added or deleted all of the destination numbers, press: OR hang up.

  • Page 43: Marking A Message As Private Or Urgent

    To review or modify a Personal Voice Mail Group from the NBX NetSet utility: 1 Log in Netset > NBX Messaging > Personal Group List. You see a list of your current personal voice mail groups. 2 Select the group to review or modify. 3 Click Modify.

  • Page 44: Other Ways To Manage Your Voice Mail Messages, Other Kinds Of Mailboxes, Greeting-only Mailbox

    4: NBX M HAPTER ESSAGING 3 To mark the message Urgent, press 1. To mark the message Private, press 2. 4 To send the marked message, press 1, or listen to the prompts for other choices. Other Ways to You can listen to and, in some configurations, delete your voice messages Manage Your Voice from within an e-mail application or a messaging application using your Mail Messages...

  • Page 45: Phantom Mailbox, Group Mailbox

    Your administrator can assign (map) a Message Waiting Indicator for the group mailbox to an Access button on the 3Com Business Telephone of each group member. The light next to the mapped button indicates when the group mailbox has messages in it. Any group member can press the button to retrieve messages from the group mailbox.

  • Page 46

    4: NBX M HAPTER ESSAGING...

  • Page 47: Answering A Call

    Answering a Call To answer an incoming call, pick up the handset. If you are using a 3Com® Business Telephone, you can press the Speaker button. If you have enabled Handsfree Active on Intercom, you can simply speak to answer internal calls.

  • Page 48: Caller Id, Answering A Second Call, Using The 3com Telephone Display Panel

    Caller ID information to be broadcast, the display panel shows the external caller’s name and telephone number. Answering a On 3Com Business Telephones, when a new call arrives while you are on Second Call a call: 1 Press Hold to put the current call on hold.

  • Page 49

    5 To leave the lists entirely, press the Exit soft button. OR press an Access button that is programmed for Release. OR hang up. Tips on After you press the up or down scroll key (3102 Business Telephone scroll Using the Lists keys shown), if you do not select an item immediately, the display...

  • Page 50: Dialing A Call, An Internal Call, An External Call, Redialing A Call

    If one of the Access buttons is configured to access an external line directly, you can press that button. 2 Dial the number. Or use the display panel on a 3Com Telephone to scroll to a missed, answered, or dialed number, or a personal or system-wide speed dial number.

  • Page 51: Forwarding Incoming Calls, Call Coverage Points, Condition To Forward Calls

    Forwarding You can choose when and where to forward unanswered incoming calls. Incoming Calls Unanswered calls that come in directly to your extension go to a call coverage point. You can set different call coverage points for different conditions: default, no answer, busy, and all calls. Unanswered calls that come to your telephone through ACD groups, hunt groups, and calling groups follow the call coverage path that your administrator sets up for the group.

  • Page 52

    Call Forward All directly from the display panel. Forward to Mail From the telephone, you can set your 3Com Telephone so that all incoming calls go directly to your default call coverage point, usually your voice mailbox. You can change the destination to the Auto Attendant or receptionist or a different telephone number.

  • Page 53

    To view your current Forward to Mail setting, log in to NBX NetSet > User Information > Feature Settings and see Forward All Calls to VM. Call Forward No Answer To set Call Forward No Answer: 1 Pick up the handset, and press Feature + 466. 2 Dial the number that you want to forward calls to and press #.

  • Page 54: Setting Call Forward From The Netset Utility

    5: S HAPTER TANDARD EATURES 4 If the telephone number you want was entered previously and displays, press # to accept it. Otherwise, enter the telephone number to forward calls to and press #. To cancel Call Forward All from the display panel: 1 Scroll to CFWD ALL on the display panel.

  • Page 55

    The check box below Forward phone number specifies where you want to forward calls that are not answered at the internal extension that you specified as the Forward phone number. If you check the box, calls that are unanswered at the number you forward them to are passed on to your choice of: User Voicemail —...

  • Page 56: Call Forward Precedence

    5: S HAPTER TANDARD EATURES 3 Click Apply, and then click OK. Call Forward Five features can interact to affect call forwarding: Forward to Mail, Call Precedence Forward No Answer, Call Forward Busy, Call Forward All, and Do Not Disturb. If they are enabled at the same time, the NBX system determines precedence, which call forwarding path is in effect, according to the following rules: If you select the next button, you can select either or both of the...

  • Page 57: Putting A Call On Hold, Dialing Another Call, More Than One Call

    Telephone is limited by the number of Access buttons that are defined for your extension. The default is the bottom three buttons in the column of Access buttons on the left of the 3102 Business Telephone and the bottom three Access buttons in the column on the right on the 1102, 2102, or 2102-IR Business Telephones.

  • Page 58: Transferring A Call, Announced (screened) Transfer, Blind Transfer

    5: S HAPTER TANDARD EATURES Transferring a Call When you answer an incoming telephone call, the Transfer feature allows you to send that call from your telephone to any other internal line or, if your call permissions allow, to an outside line. To view your permissions, log in to NBX NetSet >...

  • Page 59: Direct Mail Transfer, Establishing A Conference Call

    Calls transferred to a user’s mailbox by means of Direct Mail Transfer are always directed into that user’s voice mailbox, even if the recipient has specified a different call coverage point. On a 3Com Business Telephone: 1 While you are on a call, press the Access button assigned to Direct Mail Transfer.

  • Page 60: Disconnecting The Last Person That You Called

    2102, and 2102-IR Business Telephones. Only the person who added the last caller to the conference call can drop that caller. Your administrator can configure any Access button on a 3Com Telephone or the Attendant Console to be a Conference Drop button.

  • Page 61: More About Conference Calls, Setting The Volume

    More About Conference Calls Setting the Volume On any 3Com Telephone, use the Volume Control buttons to raise or lower one of these volumes: To place your part of a conference call on hold, press the Hold or button. The other parties can talk among themselves, but they cannot hear you.

  • Page 62

    5: S HAPTER TANDARD EATURES...

  • Page 63: Guidelines About Features On Nbx Telephones

    Your NBX® Networked Telephony System has many features that can make your telephone easier to use. This chapter describes: For help on accessing NBX features from an analog telephone, see the NBX Feature Codes Guide below any screen in the NBX NetSet For how to set up your NBX NetSet utility password for the first time, see Chapter If your system uses a messaging application other than NBX Messaging,...

  • Page 64: Ringer Tones, Speed Dials

    ERSONALIZING Ringer Tones To help you to distinguish the ring tone of your 3Com Telephone from the sound of other phones, use the NBX NetSet utility to select one of nine ringing tones. You can also choose Silent Ring to disable audible ringing.

  • Page 65: Personal Speed Dials

    3Com Telephone. Your first personal speed dial numbers appear on whichever of the Access buttons at the right of your 3Com Business Telephone are not used for other purposes. The bottom 3 buttons on a 3Com Business Telephone are normally reserved for your extension.

  • Page 66: System-wide Speed Dials, Special Case: One-touch Speed Dials

    Speed Dials extension lines to manage incoming and outgoing telephone calls. ELEPHONE 3Com 3102 Business Telephone — See item 1 in Chapter 3Com 1102, 2102, and 2102-IR Business Telephones — See item 8 Figure 4 Chapter next. Figure 2 “Special...

  • Page 67: Printing Speed Dial Lists

    Any of the remaining buttons that the administrator has not mapped to a feature or system-wide speed dial is available for a One-Touch speed dial. Use either the One-Touch or the Personal speed dial screen to assign or change the One-Touch speed dial numbers on your telephone. If you make a change in one screen, it appears in the other screen.

  • Page 68: Printing Labels, Off-site Notification

    7 Click Print. 8 Cut out the labels and put them in the label holders of your 3Com Telephone or your Attendant Console. 9 To save the edited LabelMaker, click the Save button at the top of the LabelMaker screen.

  • Page 69

    If your system uses a messaging application other than NBX Messaging, use the documentation for your messaging application instead of these instructions. To configure off-site notification for your NBX voice mailbox: 1 In NBX NetSet > NBX Messaging > Off-Site Notification, look for the System and Group columns in the upper right corner.

  • Page 70

    6: P HAPTER ERSONALIZING If you delete the e-mail notice with its attached WAV file after you listen to the message, you delete only the copy. The original voice mail message remains in your NBX voice mailbox. You must log in to the NBX voice mail system by telephone or through the NBX NetSet utility to delete your messages.

  • Page 71

    When you activate the Telephone Locking feature on your telephone, the NBX system sends you off-site notification messages only if the notification number (for example, your pager number) is a toll-free telephone number. See chapter. Notice Behaviors These tables explain how the cycle of notice behaviors depends on the method that you select for the first attempt.

  • Page 72: Managing Off-site Notification Using The Telephone

    6: P HAPTER ERSONALIZING Resetting the Off-Site Notification Cycle When you log in to your voice mailbox and hang up or log out (regardless of whether you listen to or delete messages), you start the off-site notification cycle again. You will be notified about the next message that comes into your voice mailbox.

  • Page 73: Do Not Disturb

    Information > Call Forward Override. You can ask your administrator to map the Do Not Disturb feature to an available Access button on your 3Com Telephone, or you can use the Feature Code to enable and disable the feature. When Do Not Disturb is in effect: The associated status light does flash when a call arrives.

  • Page 74: Preventing Unauthorized Use Of Your Telephone, Telephone Locking

    DISTURB message disappears from the display panel. To view your current Do Not Disturb setting even if you do not have a 3Com Telephone or if you are away from your desk, log in to NBX NetSet > User Information > Feature Settings.

  • Page 75: Call Permissions, Class Of Service Override

    If your system uses a messaging application other than NBX Messaging, use the documentation for your messaging application instead of these instructions. To activate the one-call-only Class of Service Override from a 3Com Telephone: 1 Pick up the handset. 2 Press Feature + 433.

  • Page 76: Using A Headset, With The 3com Manager's Telephone And 3com 3102 Business Telephone

    By default, the Release button is located at the bottom of the right column of Access buttons. To configure a 3102 Business Telephone to ring through the headset and not on the telephone, set the ringer tone to Silent Ring. See Tones”...

  • Page 77: Returning To The Headset After A Long Delay

    If the handset is off hook, press the System Appearance button beside the flashing light. 2 To end a call when you are using a headset: On a 3Com Business Telephone, press the Release button, depress the hook switch, or hang up the handset. Returning to the...

  • Page 78: Using Hands Free Active On Intercom, Palm Integration

    Hands Free or the Palm Integration (3Com 2102-IR Business Telephone only) — The infrared port on the front edge of the 3Com 2102-IR Business Telephone receives infrared signals from a hand-held device that runs the Palm operating system. You...

  • Page 79

    Additional Applications Security Note: Several of the features described in this chapter include configuring a telephone line to appear on more than one 3Com® Business Telephone or 3Com Manager’s Telephone. For any of these features, if one person is using a telephone line, no one else can listen in on that same line from a different telephone.

  • Page 80: Listening To Your Messages In Your E-mail, Account (billing) Codes

    7: G HAPTER ETTING ORE FROM For help on accessing NBX features from an analog telephone, see the NBX Feature Codes Guide in the NBX NetSet™ utility. For how to set up your NBX NetSet utility password the first time, see Listening to Your You can listen to your voice mail from any computer that allows you to Messages in Your...

  • Page 81: Internal And External Caller Id, Caller Id

    To enter an account code for an outgoing external call: 1 Dial the phone number. If an account code is required on a 3Com Entry Telephone or analog telephone, you hear silence as the system waits for the required account code.

  • Page 82: Calling Line Identity Restriction (clir)

    To enable CLIR-All for all calls from your telephone: 1 Pick up the handset, and press Feature + 889. The display panel on your 3Com Telephone shows CLIR-ALL on. 2 Dial the number that you want to call. The NBX system does not send caller ID information on this call or any future calls until you disable this feature.

  • Page 83: Call Pickup, Directed Call Pickup On A Specific Telephone

    CLIR for Next External Call Only To enable CLIR for only the next call from your telephone: 1 Pick up the handset. 2 Press Feature + 890. The telephone display panel shows CLIR-NEXT on. 3 Dial the number that you want to call. 4 When you disconnect the call, the CLIR feature is no longer in effect.

  • Page 84: Group Call Pickup, Automatic Call Distribution Groups, Hunt Groups, And Calling Groups

    7: G HAPTER ETTING ORE FROM Using One-Touch Pickup: 1 Pick up the handset. 2 Press the Access button that your administrator has assigned to Pickup Ext. 3 Dial the extension number of the ringing telephone. Group Call Pickup You can answer a call that is ringing on a group member’s telephone. Using the feature code: 1 Pick up the handset.

  • Page 85: Automatic Call Distribution

    An agent becomes available to receive ACD calls by logging in to the ACD group. To log in to an ACD group using your 3Com Telephone: 1 Pick up the handset. 2 Press Feature + the feature code for the ACD group. Your administrator can tell you which feature code to use.

  • Page 86

    7: G HAPTER ETTING ORE FROM To log out of an ACD group using the NBX NetSet utility: 1 Log in to NBX NetSet > User Information > ACD Groups. 2 Select the ACD group to log out of. 3 Click Log Out, and then click Close. Viewing ACD User Status NBX NetSet >...

  • Page 87: Hunt Groups

    Automatic Call Distribution Groups, Hunt Groups, and Calling Groups Ext. — Shows the extension number of each agent in the group First Name — Shows the first name of each agent Last Name — Shows the last name of each agent Rank —...

  • Page 88

    ETTING ORE FROM Hunt groups can be static or dynamic: To log in to a dynamic hunt group using your 3Com Telephone: 1 Pick up the handset. 2 Press Feature + the feature code for the hunt group. Your administrator can tell you which feature code to use.

  • Page 89: Calling Groups, Group Membership

    To log in to all hunt groups of which you are a member: 1 Log in to NBX NetSet > Hunt Groups. 2 Click the Login all button. To log out of all hunt groups of which you are a member: 1 Log in to NBX NetSet >...

  • Page 90: Supervisory Monitoring, Monitor

    ACD or Hunt Group. A call could be forwarded through more than one group; the supervisor must provide the password of the most recent group. The supervisor must use a 3Com Telephone with a display panel and appropriate soft buttons, not a 3Com Entry Telephone, 3Com Cordless Telephone, 3Com 2101 Basic Telephone, or an analog telephone.

  • Page 91: Whisper

    To monitor an agent’s ACD or Hunt Group call: 1 Pick up the handset. 2 Press Feature + 425. Or press the Access Button if one is configured for Monitor. The display panel prompts you for the ACD or Hunt Group extension number.

  • Page 92: Barge-in, Change Agent, Interactions

    7: G HAPTER ETTING ORE FROM Barge-In Barge-In allows a supervisor to speak to both the agent and customer during a monitored call. The administrator configures the NBX system to specify whether a tone audible to the agent and customer is played when the supervisor enables Barge-In.

  • Page 93: Call Park

    Use the internal paging feature, the external paging feature, or both, to announce the call. The recipient can retrieve the call from any 3Com Telephone or analog telephone by dialing the Call Park extension that you give during your announcement.

  • Page 94: Paging

    ORE FROM If you select a Call Park extension that is already in use, Park Cancelled appears on the display panel on your 3Com Telephone, and the call rings back to your telephone. Try another Call Park extension. To notify another user about the parked call: To retrieve a parked call: 1 Pick up the handset of any telephone on the system.

  • Page 95: Paging The System, Paging Zones

    Simultaneous Paging Broadcast an announcement externally and internally at the same time. To page, perform the following steps using your 3Com Telephone: 1 Pick up the handset. 2 Dial the appropriate paging code on your system. 3 Speak the broadcast message into your handset and hang up.

  • Page 96: Configurable Operators, How Configurable Operators Work

    2 Dial the appropriate extension to page the zone. 3 Speak the broadcast message into your handset. 4 Hang up. 3Com Cordless Telephones, 3Com Entry Telephones, and analog telephones can initiate but cannot receive a zone page. Configurable The Configurable Operators feature gives a caller who is directed to voice Operators mail the option of going to another destination.

  • Page 97: Configuring The Operators

    Configuring the You can view the operators’ settings, and modify those settings if your Operators administrator allows it. The operator’s call-handling rules (such as call coverage) may apply to the voice mail caller. Also, you must have external-to-external permissions in order for transfers to external phone numbers to complete successfully.

  • Page 98: Using Message Waiting Indicator To Telephone, Sending An Mwi Message, Retrieving An Mwi Message

    2 Dial the extension that you want to call and press #. 3 The display panel on your 3Com Telephone shows Success. Retrieving an MWI To receive and retrieve an MWI message, you must have a 3Com Message Telephone with a display panel and a programmable access button with status light configured (by your administrator) for MWI Retrieve.

  • Page 99: Deleting Mwi Messages, Cancelling An Mwi Message

    To retrieve an MWI number: 1 Pick up the handset and press the MWI Retrieve access button. The display panel shows the total number of MWI messages and the number of new MWI messages on your list. 2 Scroll down the display panel to see the extension for the most recent MWI sender.

  • Page 100: Dialing A Call To A Remote Office, Using Unique Extensions

    To cancel an MWI message: 1 Pick up the handset and press Feature + 413. Or press the MWI Cancel access button. The display panel on your 3Com Telephone shows Cancel MWI To:. 2 Dial the extension to which you sent the MWI message that you want to cancel and press #.

  • Page 101: Using Site Codes

    Figure 7 Using Unique Extensions to Dial Remote Offices 1 NBX System in Chicago Extensions: 1000–1999 2 Wide Area Network (WAN) 3 NBX System in Atlanta Extensions: 2000–2999 4 NBX System in Dallas Extensions: 3000–3999 Using Site Codes If some users have overlapping telephone extensions, your administrator can configure your telephone system to use site codes for you to dial people at remote offices.

  • Page 102: Bridged Extensions

    Site Code: 62 Extensions: 1000–3999 Site Code: 63 Any 3Com Manager’s Telephone Any 3Com Business Telephone A 3Com 2101 Basic Telephone if a 3Com Attendant Console is associated with it. The administrator creates the bridged extension on the Attendant Console.

  • Page 103: Delayed Ringing, Using Pulse Dialing

    Your administrator can map a primary telephone’s extension to one or more secondary telephones. Delayed Ringing (3Com Business Telephone, 3Com Manager’s Telephone, and Attendant Console only) The Delayed Ringing feature prevents a call on a shared line from ringing on a specific telephone until the incoming call rings on another telephone for a specified number of times.

  • Page 104

    7: G HAPTER ETTING ORE FROM Examples: To change from pulse dialing to DTMF during a call: 1 Press Feature + 891. 2 Your connection is switched from pulse to tone (DTMF) for the remainder of the call. When you hang up, the port you were using on the Analog Line Card reverts to pulse dialing mode.

  • Page 105: Additional Applications

    Additional These software applications are available on the NBX Resource Pack CD: Applications * Applications with a * have been tested with Windows XP Home Edition and Windows XP Professional Edition. NBX Call Reports * NBX TAPI Service Provider (NBXTSP) NBX Desktop Call Assistant * Complement Attendant Software * Palm Dialer...

  • Page 106

    7: G HAPTER ETTING ORE FROM ELEPHONE YSTEM...

  • Page 107: Nbx Tones

    For help on accessing NBX® features from an analog telephone, see the NBX Feature Codes Guide in the NBX NetSet™ utility. NBX Tones As you use your 3Com Telephone to receive voice mail and use the feature codes on the NBX system, you hear these tones: EATURE...

  • Page 108: Feature Codes With 3com Telephones

    A large number of telephone features are available by pressing the 3Com Telephones Feature button on a 3Com Telephone and entering a three-digit feature code. These feature codes are listed in hear the Error Tone if you make an error such as trying to enter an unsupported feature code, an invalid extension, or an invalid password.

  • Page 109: Com Business Telephone, Using Feature Codes

    Nevertheless, you can use feature codes if you like. On Models 1102, 2102, and 2102-IR, the top Access button directly below the Program button is programmed at the factory as the Feature button for the 3Com Business Telephone. On Model 3102, the top Access button in the left column of 9 buttons is programmed at the factory as the Feature button.

  • Page 110

    8: F HAPTER EATURE ODES Table 9 NBX Feature Codes (continued) Feature Call Toggle Caller ID Restriction (CLIR — All) — On/Off Caller ID Restriction (CLIR — Next Call) Class of Service Override Conference Call — Drop Direct Mail Transfer Do Not Disturb —...

  • Page 111

    Chapter 1 “Setting Up Your Password and Voice Mail for the First Time” Chapter 1 “Bridged Extensions” Chapter 7 “Using the 3Com Telephone Display Panel” Chapter 5 “Using a Headset” Chapter 6 Displays lists for you to scroll through and select.

  • Page 112

    8: F HAPTER EATURE ODES...

  • Page 113

    TTENDANT 3Com Attendant Consoles and the NBX Complement Attendant Software (CAS) application enable a receptionist to handle high call volumes efficiently. Although receptionists are the primary users of the Attendant Console and CAS, the two can also be used by busy sales representatives and others who receive a high volume of telephone calls or who make frequent calls to the same telephone numbers.

  • Page 114: Com Attendant Console, Access Buttons, Feature Buttons

    Figure 10 Access Buttons The 50 Access buttons on a 3Com Attendant Console can each have two sets of assignments: 1 through 50, and 51 through 100. To toggle between the two sets of assignments, you press the Shift button.

  • Page 115

    Attendant Console Figure 9 3Com 3105 1 Hold button — Places a caller on hold. 2 Transfer button — Enables you to send a call to another telephone. 3 Direct Mail Transfer button — Allows you to send a caller directly to another user’s voice mailbox or phantom mailbox.

  • Page 116

    Shift button LED is lighted when you have buttons 51 through 100 selected. 1105 A TTENDANT ONSOLES and the text that follows it describe the features on the 3Com 1105 Attendant Console If the light is The line is Available for use...

  • Page 117: Attendant Console Labels, Opening The 3105 Attendant Console Label Cover

    3 Labels — You can print labels for your Attendant Console using the LabelMaker forms in the NBX NetSet utility or on the NBX Resource Pack CD. See 4 Transfer button — Enables you to send a call to another telephone. See “Transferring a Call”...

  • Page 118: Complement Attendant Software

    9: 3C 3105 HAPTER Complement The Complement Attendant Software is an optional component, which Attendant requires a license. On your personal computer, the Complement Software 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.

  • Page 119: Managing Calls

    Table 11 keyboard shortcuts to functions on the Action menu. Table 11 Attendant Software Buttons and Keyboard Shortcuts Button Answer Dial Park UnPark Release Hold UnHold Transfer Complete Transfer Completes the transfer of a call. Cancel Transfer Conference Complete Conference Cancel Conference Cancels the addition of a party to a conference Managing Calls To manage incoming calls using the Complement Attendant Software,...

  • Page 120

    9: 3C 3105 1105 A HAPTER TTENDANT ONSOLES...

  • Page 121: Connecting The Telephone

    3Com 3102 Business Telephones 3Com 3103 Manager’s Telephones 3Com 3105 Attendant Consoles Older 3Com telephones that include “PE” in the part number Switch port for connecting a computer or other network device, such as a 3Com Attendant Console, to the network.

  • Page 122

    ELEPHONE NSTALLATION AND Figure 12 Connection details for each type of 3Com device are listed on the packing sheet that is shipped with the device. Figure 12 Underside of the 3Com 3102 Business Telephone CAUTION: The NBX system operates over the LAN, not through traditional telephone wiring.

  • Page 123: Installing The 3102 Telephone Label Plate, Attaching And Adjusting The Articulating Support Bracket

    Installing the 3102 The 3Com 3102 Business Telephone has a label plate with localized Telephone Label button labels that you must install. Once you snap the plate onto the Plate telephone, you cannot remove it. To install the plate, slip the tabs along the top edge of the plate into the slots on the telephone, and then press firmly along the bottom edge of the plate until you feel it snap into place.

  • Page 124

    A: T PPENDIX ELEPHONE NSTALLATION AND Figure 14 Attaching the Support Bracket 1 Bracket 2 Mounting supports 3 Cable management clamps To attach the support bracket, snap the bracket into the mounting supports on the bottom of the telephone. After you connect the cables to the phone, press the cables into the cable management clamps on the stand.

  • Page 125: Attaching And Adjusting The Fixed Support Bracket, Low-profile And High-profile Positions

    High-Profile Positions the device in the low-profile and high-profile desktop positions. Attaching and Adjusting the Fixed Support Bracket 3Com1105 Attendant Console 3Com 1102, 2102, and 2102-IR Business Telephones Figure 17, the support bracket is outlined to show you how to install...

  • Page 126: Wall-mount Position

    A: T PPENDIX ELEPHONE NSTALLATION AND AINTENANCE Figure 17 Low-Profile and High-Profile Desktop Positions Wall-Mount Position To mount a device on a wall, put the bracket on the opposite end of the telephone in the low-profile position. Pull and twist the knob on the underside of the phone 90 degrees (Figure 18) so that the spring- loaded...

  • Page 127: Security Wall-mount Bracket

    For how to order this bracket, consult your 3Com NBX Voice-Authorized Partner. Read and follow the instructions that come with the bracket. Attaching and Adjusting the Fixed Support Bracket shows an 3Com 2102 Telephone in the wall-mount position.

  • Page 128: Moving Your Telephone, Swapping Telephones, Cleaning Your Telephone, Troubleshooting Problems

    ELEPHONE NSTALLATION AND Moving Your All 3Com Telephones have the Automatic Telephone Relocation feature. Telephone Each telephone has a unique “address.” You can move your telephone to another location, connect it to any Ethernet jack on the LAN, and still maintain all of your personalized features, speed dials, and extension number.

  • Page 129

    Intercom feature enabled. Begin speaking after you tone but no ringing. hear the tone. For details, see Controls” On my 3Com Business You have the Hands Free Active on Intercom feature Telephone or 3Com enabled. For details, see Manager’s Telephone, all Controls”...

  • Page 130

    A: T PPENDIX ELEPHONE NSTALLATION AND Table 12 Possible Problems (continued) Possible Problem My telephone is not forwarding my incoming calls to my voice mailbox. I added a One-Touch speed dial, but the telephone does not dial that number. I try to pick up a call ringing on another telephone using Directed Call Pickup, but it fails.

  • Page 131

    NDEX Access buttons 1102, 2102, and 2102-IR Business Telephones 27 1105 Attendant Console 116 3102 Business Telephone 21 3105 Attendant Console 115 account codes and billing codes 80 feature code 109 ACD 84 and the Do Not Disturb feature 73...

  • Page 132

    60 feature code 110 introduction 59 configurable operators 96 confirmation tone 107 connecting a headset 3102 Business Telephone 22, 76 general 76 connecting telephones 64, 128 caution, RJ-45 versus RJ-11 jacks 122 electrical power 121 conventions, documentation 10...

  • Page 133

    28 installing telephones 121 intercom 78 Hands Free button, 1102, 2102, and 2102-IR Business Telephones 28 Hands Free button, 3102 Business Telephone 22 internal paging 94, 95 internal caller ID 81 internal calls, dialing 50 Internal Paging dial code 95...

  • Page 134

    3102 Business Telephone 21 message waiting for voice mail indicators 1102, 2102, and 2102-IR Business Telephones 28, 34 3102 Business Telephone 20, 34 for a telephone group 45 message waiting indicator for voice mail analog telephones 34 message waiting indicator to telephone 98...

  • Page 135

    3102 Business Telephone 21 programmable Access buttons 1102, 2102, and 2102-IR Business Telephones 27, 28 1105 Attendant Console 116 3102 Business Telephone 21, 22 3105 Attendant Console 115 public address system 94, 95 pulse dialing 103 feature codes 111 Quick Reference sheets 17...

  • Page 136

    64 volume 61 ringing delayed 103 Do Not Disturb 73 RJ-11 jack caution, avoiding use with 3Com Telephones 122 RJ-45 jack caution, using instead of RJ11 122 scroll buttons 1102, 2102, and 2102-IR Business Telephones 27 3102 Business Telephone 21...

  • Page 137

    Transfer button 1102, 2102, and 2102-IR Business Telephones 27 1105 Attendant Console 117 3102 Business Telephone 21 3105 Attendant Console 115 transferring calls 58 feature code 111 troubleshooting introduction 121 list of possible problems 128 unauthorized use of telephone, preventing 74...

  • Page 138

    NDEX...

This manual also for:

Nbx 2102

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