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VCX™ Business Telephone
Guide
VCX™ Connect IP Telephony Solution
System Release 9.5
6W101-20100430
Published April 2010
http://www.3com.com/

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  • Page 1 VCX™ Business Telephone Guide VCX™ Connect IP Telephony Solution System Release 9.5 6W101-20100430 Published April 2010 http://www.3com.com/...
  • Page 2 Copyright © 2006 -- - 2010 3Com Corporation. All rights reserved. No part of this 3Com Corporation documentation may be reproduced in any form or by any means or used to make 350 Campus Drive Marlborough, any derivative work (such as translation, transformation, or adaptation) without MA 01752-3064 written permission from 3Com Corporation.

  • Page 3: Table Of Contents

    VCX Telephone Overview·························································································································· 9 Initial Voice Mailbox Setup······················································································································· 10 Configuration Options ······························································································································ 10 Additional Information Sources ················································································································ 11 VCX Business Telephone — Model 3102 ···································································································· 12 Buttons and Controls································································································································ 12 Access Buttons ········································································································································ 14 Status Lights ············································································································································ 15 Assigning Model 3102 Access Button Functions Using the TUI······························································16 Default Model 3102 Button Assignments ·························································································16...
  • Page 4 Dialing a New Call While on a Call··································································································· 28 Answering a New Call While on a Call ····························································································· 28 Transferring a Call···································································································································· 29 Unattended Transfer························································································································· 29 Attended Transfer····························································································································· 29 Serial Transfer ·································································································································· 30 Muting Calls ············································································································································· 30 Mute Ringer·············································································································································· 30 Activating Do Not Disturb·························································································································...
  • Page 5 VCX User Interface Overview ·················································································································· 71 Enabling Call Forwarding························································································································· 74 Configuring a Call Coverage Point··········································································································· 75 Assigning Access Button Functions Using the VCX User Interface ························································ 76 Enabling Bridged Extensions ··················································································································· 76 Bridged Line Interaction with Other Features··················································································· 78 Personal Speed Dial Access Buttons ······································································································ 82 Logging Out··············································································································································...

  • Page 6: About This Guide

    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 3102 and 3102 SP Business Telephones VCX 3105 Attendant Console 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.

  • Page 7: Text

    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. For documentation on VCX IP Telephony and Messaging, related application software, hardware,...
  • Page 8 5W100-20100310 Page 25 Please address all questions regarding the 3Com software to your authorized 3Com coordinator.

  • Page 9: Getting Started

    Additional Information Sources VCX Telephone Overview Your VCX telephone must be configured to work in an IP network. This means your telephone 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.

  • Page 10: Initial Voice Mailbox Setup

    Record a personal greeting. Hang up. Configuration Options Simple VCX telephone operations (for example, making a call, transferring a call, and putting a call on hold) require no configuration. These operations are described in Chapter4. Many VCX features, however, do require configuration (for example, call forwarding and speed dialing).

  • Page 11: Additional Information Sources

    VCX User Interface. Additional Information Sources You may also want to refer to the following documents in the VCX documentation set for additional information: VCX Business Telephone Quick Reference Guide — Provides a single-sheet reference that describes commonly used Model 3102 telephone features.

  • Page 12: Vcx Business Telephone - Model 3102

    To verify the model number of your telephone, refer to the label under the telephone. Buttons and Controls Figure 1 shows the buttons and controls on the VCX Model 3102 Business Telephone. Figure 1 VCX Model 3102 Business Telephone Soft buttons — Use the soft buttons to navigate through Display Panel options.
  • Page 13 Free button. For best results, keep the area around the microphone free of obstructions. Label area for Access buttons — The telephone label maker utility, available through the 3Com web site, enables you to define and print a new label for your Access buttons. See Printing Labels.

  • Page 14: Access Buttons

    Hands Free button — Allows you to answer internal (intercom) calls without picking up the handset. An external call (a call from outside your VCX system) rings to your telephone as usual. See Using the Hands Free Feature. The light next to the Hands Free button remains red as long as this option is enabled.

  • Page 15: Status Lights

    Figure 2 Access Buttons Access buttons have the following default settings: The first three buttons in this group (starting from the bottom) are lines for incoming and outgoing calls (System Appearance buttons SA1, SA2, and SA3). Your administrator can assign up to six additional System Appearance buttons (buttons 2 through 7) to your telephone.

  • Page 16: Assigning Model 3102 Access Button Functions Using The Tui

    This section describes how to use the Telephone User Interface (TUI) to view, and possibly modify, the VCX features associated with the Access buttons on your telephone. You can also use the VCX User Interface to view and modify button mappings (see Assigning Access Button Functions Using the VCX User Interface).

  • Page 17: Viewing And Changing Speed Dial Button Information

    Each number in the Button Number column corresponds to a button’s physical position in its column. Table 2 3Com Default Button Mappings for the Model 3102 Telephone – Left Column Button Number Feature Additional Information First personal speed dial Personal Speed Dial #1...

  • Page 18: 3105 Attendant Console

    This chapter includes the following topics: 3105 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...
  • Page 19 Your administrator also maps telephone extensions to Access buttons using the VCX Administrator web interface. Figure 3 and the text that follows it describe the features on the 3105 Attendant Console. Figure 3 3105 Attendant Console Transfer button — Enables you to send a call to another telephone. See Transferring a Call.

  • Page 20: Printing Labels

    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): Open a browser and navigate to: http://csoweb4.3com.com/VCX/vcx_doc.cfm Locate the LabelMaker program in the VCX Documentation section, and download it to your system.
  • Page 21 If the light is The line is Steady Blinking Blinking quickly Dialing...

  • Page 22: Basic Telephone Operation

    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 telephone) through the VCX User Interface. See VCX User Interface Overview and the VCX User Interface online Help.

  • Page 23: Changing Your Password

    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.

  • Page 24: Answering A Second Call

    Coverage Point or Call Forwarding. Answering a Second Call On 3Com Manager Telephones, when a new call arrives while you are on a call: Press Hold to put the current call on hold. Press the Access button for the line whose status light is blinking, indicating a new call.

  • Page 25: Making A Call To A Remote Office

    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.

  • Page 26: Terminating Calls

    User Directory — Displays a directory of the people in your organization. See Viewing the User Directory. Personal Speed Dial — Personal speed dial numbers can be configured at the telephone or through the VCX User Interface, which is accessed through the web (see Chapter...

  • Page 27: Controlling The Volume

    System Speed Dial — System speed dial numbers can be configured at the telephone or through the VCX User Interface, which is accessed through the web (see Chapter Advanced Settings — Configures network parameters, sets your telephone password and changes your login status.

  • Page 28: Putting A Call On Hold

    Therefore, please be mindful that you are obligated to comply with all applicable copyright and other intellectual property laws in both uploading WAV files to the VCX system and your subsequent use of such WAV files. Dialing a New Call While on a Call You can put a call on hold, dial a new call, and toggle between the two calls: Press the Hold button.

  • Page 29: Transferring A Call

    Dial the extension number to which you want to transfer the call, and press"#" The VCX call processor dials the call. If the recipient: Answers, announce the call. Note that, at this point you cannot return to the original caller.

  • Page 30: Serial Transfer

    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.

  • Page 31: Activating Do Not Disturb

    A user with a telephone on hands-free hears the hands-free tone. A user that receives a page hears the page tone. If the VCX system or the telephone reboots or is upgraded with new software, the ringer resets to the default ringer enabled (feature disabled) mode.

  • Page 32: Activating Malicious Call Trace

    Notification is sent to your network manager. The log for the call includes a malicious call identifier. For external malicious calls, the VCX system sends a message to the authorities configured by your administrator to receive these reports. Once you use the Malicious Call Trace feature code during a call, you cannot revoke...

  • Page 33: Feature Codes

    Feature Codes 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.

  • Page 34: Feature Codes

    In the syntax, the notation represents a <parameter> variable that you must supply, for example, a telephone extension. Table 5 VCX Feature Codes Alphabetical by Feature or Task Feature Feature Code Entry Description Feature + 889...
  • Page 35 Feature + 431, then See Setting up a Conference Conference Drop <destination>, then Call. Feature + 431 Feature + 431, then Conference Drop <destination>, then Feature + 431 Display Software Displays the current version Feature + 837 Version of VCX software running on...
  • Page 36 Stores the password you use to log in to your telephone on the telephone (locally). If you use the VCX User Interface to change your password, Feature + 434, then <current use this feature code to set password>...
  • Page 37 Feature Feature Code Entry Description Feature + 468, then <extension to forward> + #, then <destination> + # Remote Call Forward See Remote Call Forward. *468*<extension to forward> *<destination> The first entry simulates pressing the MSG button. Feature + 600 The second entry allows you Retrieve Voice Mail to leave a message in...
  • Page 38 Feature Feature Code Entry Description Feature + 601 + n Allows you to dial a personal Speed Dial ¡ª speed dial number. To *601* Personal configure personal speed dialing, see Speed Dialing. where is the speed dial digit (1 through 9) associated with the number you want to dial.
  • Page 39 Feature Feature Code Entry Description See Controlling the Volume.

  • Page 40: Standard Features

    Standard Features This chapter describes the standard VCX telephone features that you can set up and access through the Telephone User Interface (TUI) on your telephone. Chapter7 describes the telephone features that require configuration through the VCX User Interface. This chapter contains the following topics:...

  • Page 41: Viewing The User Directory

    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.

  • Page 42: Controlling Caller Id

    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 Now is disabled).

  • Page 43: Setting Up An Unannounced Conference

    VCX system. When you set up a conference call, you cannot: Conference a page group number Be monitored or barged in. If your telephone is part of a bridged extension, see Call Transfer, Call Conferencing, and Bridged Line Calls for additional information.

  • Page 44: Creating A Cascaded Conference

    Creating a Cascaded Conference Once you establish a conference, anyone in the conference, excluding the originator, can create a cascaded conference by initiating a conference call to another party or parties. Those parties in turn can initiate another cascaded conference. For example, telephone P1 (originator) calls phones P2, P3, P4, P5 and P6 to establish a 6-party conference (called C1).

  • Page 45: Transferring Your Telephone Settings To Another Phone

    Transferring Your Telephone Settings to Another Phone This feature enables you to use any 3Com telephone attached to any VCX system (call processor) in the Enterprise with all your phone’s settings.

  • Page 46: Forwarding Calls To Voice Mail

    To disable this feature, press Fwd Mail again. The light goes out and calls ring normally. To forward incoming calls to your voice mailbox for any VCX telephone: Press Feature + 440. All future calls transfer automatically to your voice mailbox.

  • Page 47: Call Waiting

    1002 does ring. Call Waiting The Call Waiting feature in the VCX User Interface allows you to select a ring tone, or to hear a beep sound in the handset/headset, or to disable the ringer (but flash the MWI) on your current call to let you know that another call has arrived on another access line.

  • Page 48: Configuring Personal Speed Dial Numbers

    Personal Speed Dials — With this type of speed dialing, you map a number (internal or external) to a feature code value using the VCX User Interface. To use a personal speed dial, you press the Feature button and enter the appropriate feature code.

  • Page 49: Editing Personal Speed Dial Numbers

    Access button. To dial a number configured as a speed dial on a VCX telephone 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.

  • Page 50: Dialing System Speed Dial Numbers

    *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: Press the Program button. The Display Panel lists the first speed dial, for example: 1001 Use the up and down scroll buttons to locate the speed dial number you want to dial.

  • Page 51: Call Forwarding

    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).

  • Page 52: Call Forward Universal

    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.

  • Page 53: Customer Accounting And Billing Code

    Customer Accounting and Billing Code Use the customer accounting and billing code feature to associate the call with a client or billing code. The customer accounting and billing code will record in CDR. You can generate billing reports based on customer accounting and billing code or customer accounting and billing name.

  • Page 54: Paging A Group

    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 VCX User Interface). To page a group: Pick up the handset.

  • Page 55: Group Call Pickup

    Only the feature code for directed call pickup (455). 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.

  • Page 56: Monitoring A Call

    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.

  • Page 57: Barging In

    Press Feature + 425. Enter the extension of the agent you want to monitor and press #. Alternatively you can combine steps 2 and 3 by using the following single command after picking up the handset: *425*<extension> For <extension>, you can either enter the telephone extension of the agent, press a speed dial button mapped to that extension, or press a bridge line button (Basic phones do not support bridging) mapped to that extension.

  • Page 58: Remote Call Forward

    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. The administrator can authorize you to remotely change the call forward options on one telephone or all the phones in the network.

  • Page 59: Hunt Groups

    A hunt group that follows the call coverage path assigned by an administrator for that group. A hunt group is a group of VCX telephone extensions that are configured under a virtual extension. An incoming call to the virtual extension rings on the telephone of one hunt group member.

  • Page 60: Hunt Group Types

    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 telephone of the group, then, if the call is not answered, at the telephone of the next member in the group list.

  • Page 61: Logging In To A Hunt Group

    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.

  • Page 62: Hunt Group Interaction With Other Features

    You can also log in to and log out of a hunt group through the VCX User Interface (see Viewing Hunt Group Membership and Status).

  • Page 63: Viewing Hunt Group Membership And Status

    Panel, press soft button 1 to display the hunt group list (same effect as pressing 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.

  • Page 64: Acd Group Types

    An ACD group that follows the call coverage path assigned by an administrator for that group. An ACD group is a group of VCX telephone extensions that are configured under a virtual extension. An incoming call to the virtual extension rings on the telephone of one ACD group member.
  • Page 65 Linear ACD 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 logged in, an incoming call will always ring first at member A’s extension.
  • Page 66 Total Timeout — Specifies how long the VCX call processor attempts to make a connection within the group before directing the call to the group’s call coverage point.

  • Page 67: Logging In To An Acd Group

    You must be logged in to an ACD group to receive calls for that group. You must be logged in to your VCX system account before you can log in to a ACD group. If you are not logged in to the VCX system, which requires password...

  • Page 68: Acd Group Interaction With Other Features

    ACD group number logs you out. You can also log in to and log out of a ACD group through the VCX User Interface (see Viewing ACD Group Membership and Status).

  • Page 69: Viewing Acd Group Membership And Status

    Panel, press soft button 1 to display the ACD group list (same effect as pressing Feature + 973) to display the ACD group list. You can also use the VCX User Interface to view the ACD groups you belong to and your current login status for each group.

  • Page 70: Using The Vcx User Interface

    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: In your web browser’s address bar, enter the VCX User Interface web address...

  • Page 71: Vcx User Interface Overview

    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 telephone after configuration in the VCX User Interface. These features are noted in the list.
  • Page 72 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).
  • Page 73 Bridged Calls list. When an extension appears in this list, you can then change the delay time. Privacy — Allows you to control whether the VCX system sends your Caller ID when you make a call. See Controlling Caller ID.

  • Page 74: Enabling Call Forwarding

    ACD Groups — Allows you to view the ACD groups you belong to and your current login status for each group. See ACD Groups. Log Out — Ends your VCX User Interface session. See Logging Out. IP Messaging — Provides a link to the IP Messaging page, that is, allows you to log in to the mailbox of the telephone number displayed on the right.

  • Page 75: Configuring A Call Coverage Point

    User Interface only. This feature cannot be configured through the Telephone User Interface. 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.

  • Page 76: Assigning Access Button Functions Using The Vcx User Interface

    This section describes how to enable and use bridged extensions set up through the VCX User Interface. 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 five other users to receive calls intended for your extension;...
  • Page 77 For the bridged line settings to take effect, the telephone must retrieve the new settings from the VCX server. By default, phones check the VCX server for new information every 60 minutes (the telephone registration interval). To retrieve bridged line settings, you can use one...

  • Page 78: Bridged Line Interaction With Other Features

    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.
  • Page 79 Call Forward - Busy destination configured for the primary phone. Topics in this section describe how bridged calls are handled when certain VCX features are invoked by the primary telephone user, the secondary telephone user, or both users.
  • Page 80 does not start ringing on the primary. Do Not Disturb is enabled only for subsequent calls. This is also true for a secondary telephone user who toggles the Do Not Disturb setting while a call is ringing. If the primary telephone 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.
  • Page 81 The VCX administrator can map primary telephone numbers and secondary telephone 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.

  • Page 82: Personal Speed Dial Access Buttons

    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.

  • Page 83: Appendix A Telephone Installation And Maintenance

    VCX Attendant Console, to the network. Handset connector. Figure 5 shows underside of the VCX 3102 Business Telephone as an 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.

  • Page 84: Attaching And Adjusting The Articulating Support Bracket

    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.
  • Page 85 Figure 6 Attaching the Support Bracket attach support bracket, snap bracket into the mounting supports 2, on the bottom of the telephone. After you connect the cables to the phone, press the cables into cable management clamps 3, on the stand. Figure 7 Adjusting the Support Bracket adjust support...

  • Page 86: Opening The 3105 Attendant Console Label Cover

    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.

  • Page 87: Cleaning Your Telephone

    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. Failure to unplug the telephone before you clean it could result in electrical shock. Troubleshooting Problems Table 8 lists possible problems that you may encounter and the most likely solutions.
  • Page 88 Possible Problem Suggested Solutions Business Verify that you have correctly set up speed dialing. For Telephone, added details, see Speed Dialing. One-Touch speed dial, but the telephone does not dial that number. telephone keeps Your telephone may have lost connection to the system ringing after I pick up the immediately after a call came in.

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