VCX Business Telephone Guide ™ VCX™ V7000 IP Telephony Solution System Release 7.0 Part Number 900-0330-01 Rev AC Published February 2006 http://www.3com.
3Com Corporation 350 Campus Drive Marlborough, MA 01752-3064 Copyright © 2006 3Com Corporation. All rights reserved. No part of this documentation may be reproduced in any form or by any means or used to make any derivative work (such as translation, transformation, or adaptation) without written permission from 3Com Corporation.
CONTENTS ABOUT THIS GUIDE Conventions 10 Figures 10 Related Documentation Comments 12 1 11 GETTING STARTED VCX Telephone Overview 14 Initial Voice Mailbox Setup 15 Configuration Options 16 Additional Information Sources 16 2 VCX BUSINESS TELEPHONE — MODEL 2102 Buttons and Controls 18 Access Buttons 21 Line Status Lights 23 Assigning Model 2102 Access Button Functions Using the TUI Default Model 2102 Button Assignments 24 Remapping Model 2120 Button Functions 25 Viewing and Changing Button Information 2
4 VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT VCX Attendant Console 38 Access Buttons 38 Feature Buttons 38 Printing Labels 40 Attendant Console Status Lights 41 Complement Attendant Software 42 5 BASIC TELEPHONE OPERATION Logging In to Your Telephone 48 Changing Your Password 49 Answering a Call 50 Making Calls 50 Making Internal Calls 50 Redialing a Call 51 Making External Calls 51 Making a Call to a Remote Office 51 Using Unique Extensions 51 Using Site Codes 52 Class of Service Ov
Muting Calls 61 Mute Ringer 61 Activating Do Not Disturb 6 61 FEATURE CODES Feature Code Overview 64 Using Feature Codes 64 Feature Codes 65 7 STANDARD FEATURES Viewing the Call Logs 72 Viewing the User Directory 72 Controlling Caller ID 73 Setting up a Conference Call 74 Unannounced Conference 75 Announced Conference 75 Camping on a Busy Extension 75 Transferring Your Phone Settings to Another Phone 76 Forwarding Calls to Voice Mail 77 Transferring a Call to Another User’s Voice Mail 78 Call Waitin
Silent Monitor and Barge In 90 Monitoring a Call 91 Barging In 92 Blocking Call Monitoring 92 Remote Call Forward 93 Hunt Groups 94 Hunt Group Types 96 Logging In to a Hunt Group 98 Hunt Group Interaction With Other Features Viewing Hunt Group Membership and Status 8 99 100 USING THE VCX USER INTERFACE Accessing the VCX User Interface 102 VCX User Interface Overview 102 Enabling Call Forwarding 105 Configuring a Call Coverage Point 107 Assigning Access Button Functions Using the VCX User Interface 108
Wall-Mount Position 123 Security Wall-Mount Bracket 124 Opening the 3105 Attendant Console Label Cover Moving Your Telephone 125 Swapping Telephones 125 Cleaning Your Telephone 126 Troubleshooting Problems 126 INDEX 125
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 2102 Business Telephone ■ VCX 3102 Business 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.
ABOUT THIS GUIDE Conventions Table 1 and Table 2 list conventions that are used throughout this guide. Table 1 Icons Icon Type Description Information note Information about important features or instructions. Caution Alerts you to potential loss of data or potential damage to an application, system, device, or network. Warning Alerts you to potential personal injury.
Related Documentation Related Documentation 11 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 provide information on products that support this release: Comments ■ 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.
1 GETTING STARTED This chapter provides a general description of your VCX telephone and describes the steps you must complete to use your phone.
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.
Initial Voice Mailbox Setup Initial Voice Mailbox Setup 15 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.
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. These operations are described in Chapter 5. Many VCX features, however, do require configuration (for example, call forwarding and speed dialing).
2 VCX BUSINESS TELEPHONE — MODEL 2102 This chapter describes the buttons and controls on the3Com® VCX™ Model 2102 Business Telephone. This chapter includes the following topics: ■ Buttons and Controls ■ Access Buttons ■ Line Status Lights ■ Assigning Model 2102 Access Button Functions Using the TUI For information about the Model 3102 Business Telephone, see Chapter 3. For information about the 3105 Attendant Console, see Chapter 4.
CHAPTER 2: VCX BUSINESS TELEPHONE — MODEL 2102 Buttons and Controls Figure 1 shows the buttons and controls on the Model 2102 Business Telephone.
Buttons and Controls 19 You can also use the Display Panel to view or enable features available through the Main menu. You can access the Main menu by pressing the Program button (see number 8 below). The following features are available: ■ User Directory — Displays a directory of the people in your organization. See Viewing the User Directory. ■ Call History — Displays logs of your recent missed, answered, and dialed calls. See Viewing the Call Logs.
CHAPTER 2: VCX BUSINESS TELEPHONE — MODEL 2102 CAUTION: This option is for administrator use only. Unauthorized modification of these parameters will disconnect your phone. 5 Soft buttons — Use the soft buttons to navigate through Display Panel options. A button’s function depends on the option selected. The buttons are, left to right: ■ Slct (Select) — Use this button to select a displayed item.
Access Buttons 21 16 Speaker button — Enables you to use the speaker phone feature. Press the Speaker button before you dial a call, when your telephone is ringing, or while a call is in progress. To turn the speaker off and resume the conversation, pick up the handset. 17 Volume control buttons — Enables you to adjust the volume of the ringer, the speaker, or the handset. See Controlling the Volume.
CHAPTER 2: VCX BUSINESS TELEPHONE — MODEL 2102 Figure 2 Access Buttons Access buttons have the following settings: 1 OK — Press the OK button to send a call. 2 Release — Press the Release button to disconnect a call. 3 Call Park — Enables you to place a call in a holding pattern so that it can be retrieved from another telephone in the system. See Call Park. 4 Call History — Enables you to view the last 10 missed, answered, or dialed calls on the Display Panel.
Line Status Lights ■ 23 The next 7 buttons are set to the first seven speed dial codes that you assign using the VCX User Interface through your web browser or the telephone keypad. See Speed Dialing. 8 These three Access buttons (System Appearance buttons; SA1, SA2, and SA3) are lines for incoming and outgoing calls. Line Status Lights The light for each Access button for each line (system appearance) indicates the status of the button.
CHAPTER 2: VCX BUSINESS TELEPHONE — MODEL 2102 However, if the button function requires additional information (for example, a speed dial number or a call forward destination number), you can choose the values for the parameters. There are two exceptions: ■ ■ BLF (Busy Lamp Field) — Displays the status of another user's phone. When you press the button associated with the BLF status light, the BLF function calls the other user’s phone.
Assigning Model 2102 Access Button Functions Using the TUI 25 Table 4 3Com Default Button Mappings for the Model 2102 Telephone Remapping Model 2120 Button Functions Button Number Feature Additional Information 6 Personal Speed Dial #5 Fifth personal speed dial number 5 Personal Speed Dial #6 Sixth personal speed dial number 4 Personal Speed Dial #7 Seventh personal speed dial number 3 System Line #3 Third line for making/receiving calls; cannot be reconfigured 2 System Line #2 Second l
CHAPTER 2: VCX BUSINESS TELEPHONE — MODEL 2102 Viewing and Changing Button Information To view the current function mapped to a button or to change the additional information for a function mapped to a button that is in a locked state: 1 Press the Program button once. The Display Panel prompts you to select the button whose information you want to change. 2 Press the button. The Display Panel prompts you for the required information.
3 VCX BUSINESS TELEPHONE — MODEL 3102 This chapter describes the buttons, controls, and features on the 3Com® VCX™ Model 3102 Business Telephone. This chapter includes the following topics: ■ Buttons and Controls ■ Access Buttons ■ Status Lights ■ Assigning Model 3102 Access Button Functions Using the TUI For information about the Model 2102 Business Telephone, see Chapter 2. For information about the 3105 Attendant Console, see Chapter 4.
CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102 Buttons and Controls Figure 3 shows the buttons and controls on the VCX Model 3102 Business Telephone. Figure 3 VCX Model 3102 Business Telephone *UNE AM %XTENSION 1 Soft buttons — Use the soft buttons to navigate through Display Panel options. A button’s function depends on the option selected.
Buttons and Controls 29 3 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 (see Using the Telephone Display Panel for more information on how message status determines the message list). You can also use the Display Panel to view or enable features available through the Main menu. You can access the Main menu by pressing the Program button (see number 5 below).
CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102 ■ ■ Transfer to VMail — Allows you to transfer a call to another user’s voice mailbox. See Transferring a Call to Another User’s Voice Mail. Advanced Settings — Configures network parameters. CAUTION: This option is for administrator use only. Unauthorized modification of these parameters will disconnect your phone. 4 Scroll buttons (Up, Down, Left, Right) — Use the Up and Down buttons to scroll through items in the Display Panel.
Access Buttons 31 Coverage Point. The light next to the FWD MAIL button remains red as long as this option is enabled. 16 MSG (Message) button and Message Waiting Light — Press this button to access your messages through the voice mail system (refer to the IP Messaging Module User Guide for information on messaging).
CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102 Figure 4 Access Buttons Access buttons have the following default settings: 1 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). You administrator can assign up to six additional System Appearance buttons (buttons 2 through 7) to your phone. 2 Personal Speed Dial 6 — See Speed Dialing.
Status Lights 33 13 Feature button — Allows you to access features that are not assigned to an Access button on your telephone. For more information on feature codes, see Chapter 6. 14 Local Directory — Lists, in the Display Panel, all the users in your organization and their extensions. You can use the Soft Buttons to sort the list and select an entry. Selecting an entry automatically dials the extension. See Viewing the User Directory. 15 OK button — Press the OK button to send a call.
CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102 However, if the button function requires additional information (for example, a speed dial number or a call forward destination number), you can choose the values for the parameters. There are two exceptions: ■ ■ BLF (Busy Lamp Field) — Displays the status of another user's phone. When you press the button associated with the BLF status light, the BLF function calls the other user’s phone.
Assigning Model 3102 Access Button Functions Using the TUI 35 Table 6 3Com Default Button Mappings for the Model 3102 Telephone – Left Column Button Number Feature Additional Information 9 Personal Speed Dial #1 First personal speed dial number 8 Personal Speed Dial #2 Second personal speed dial number 7 Personal Speed Dial #3 Third personal speed dial number 6 Personal Speed Dial #4 Fourth personal speed dial number 5 Personal Speed Dial #5 Fifth personal speed dial number 4 Personal S
CHAPTER 3: VCX BUSINESS TELEPHONE — MODEL 3102 Remapping Model 3102 Button Functions To change the function of a button that is in an unlocked state: 1 Press the Program button twice. The Display Panel prompts you to select the button you want to remap. 2 Press the button. The Display Panel prompts you to select the function you want to map to the button. 3 Select a function. ■ ■ If you know the Feature Code of the function, enter the number (see Table 11 in Chapter 6).
4 VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT 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.
CHAPTER 4: 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 5 illustrates the buttons and controls on the VCX 3105 Attendant Console.
VCX Attendant Console 39 Figure 5 VCX 3105 Attendant Console 5 6 7 1 2 3 4 8 1 Transfer button — Enables you to send a call to another telephone. See Transferring a Call. 2 Hold button — Places a caller on hold. See Putting a Call on Hold. 3 Conference button — Allows you to set up a three-way conference call. See Setting up a Conference Call. 4 Call Park button — Places a call in a “holding pattern” so that it can be retrieved from any other telephone on the system. See Call Park.
CHAPTER 4: 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 Attendant Console Status Lights. Your administrator uses the VCX Administrator web interface to map telephone extensions to Access buttons numbers. The interface numbers each button.
VCX Attendant Console 41 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.
CHAPTER 4: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT Table 8 Status Indicator Lights for System Appearance Buttons Complement Attendant Software If the light is The line is Off Available for use Steady In use Blinking Do Not Disturb is enabled Blinking quickly Dialing an emergency call The Complement Attendant Software (CAS) application is an optional VCX component, which requires a license.
Complement Attendant Software 43 The main window includes three areas: ■ The Call List appears on the top part of the window and displays currently active calls. See Table 9. ■ The Command Buttons appear below the Call List and perform operations on a selected call. See Table 10. ■ The Directory List appears on the bottom of the window and lists phone extensions and users in the system directory. See Table 9.
CHAPTER 4: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT Table 9 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.
Complement Attendant Software 45 Table 10 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.” Alt+U Transfer Forwards a call to another telephone. Alt+T Completes the transfer of a call. Alt+M Enables three subscribers to participate in a single call.
CHAPTER 4: VCX ATTENDANT CONSOLES — MODEL 3105 AND COMPLEMENT ATTENDANT
5 BASIC TELEPHONE OPERATION This chapter describes how to use the basic telephone functions available on all VCX telephone models and includes the following topics: ■ Logging In to Your Telephone ■ Answering a Call ■ Making Calls ■ Terminating Calls ■ Using the Telephone Display Panel ■ Controlling the Volume ■ Using the Hands Free Feature ■ Using a Headset ■ Putting a Call on Hold ■ Transferring a Call ■ Muting Calls ■ Mute Ringer ■ Activating Do Not Disturb
CHAPTER 5: 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: 1001 Feb 17 08:12:00 Note that your administrator initially determines the format for the date and time display.
Logging In to Your Telephone 49 In this case, use the following steps to log in to your phone: 1 Press Program + 5 + 4. For phones without a Program button, press Feature + 410 + 5 + 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 middle soft button under the Display Panel to move the cursor back one space. Repeat as necessary and then enter your extension and press #.
CHAPTER 5: BASIC TELEPHONE OPERATION 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).
Making Calls 51 3 When you complete the call, hang up the handset. If you pressed the Speaker button, press it again to end the call. Redialing a Call Making External Calls To redial a number on a 3Com Business 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. To dial an external call: 1 Pick up the handset.
CHAPTER 5: BASIC TELEPHONE OPERATION 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).
Terminating Calls 53 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.
CHAPTER 5: BASIC TELEPHONE OPERATION 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.
Controlling the Volume ■ ■ ■ ■ ■ ■ ■ ■ ■ ■ 55 Silent Monitor — When enabled by your administrator, allows you to monitor another user’s phone calls. See Silent Monitor and Barge In. FWD Universal — Allows you redirect incoming calls to another destination unconditionally. See Call Forwarding. FWD Busy — Allows you redirect incoming calls to another destination when your phone is busy. See Call Forwarding.
CHAPTER 5: BASIC TELEPHONE OPERATION ■ 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.
Using the Hands Free Feature Using the Hands Free Feature 57 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.
CHAPTER 5: BASIC TELEPHONE OPERATION 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.
Transferring a Call Transferring a Call 59 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. If your telephone is part of a bridged extension, see Call Transfer, Call Conferencing, and Bridged Line Calls for additional information. You can also transfer a call to another subscriber’s voice mail.
CHAPTER 5: BASIC TELEPHONE OPERATION Serial Transfer ■ If the recipient wants to take the call, press Transfer. Hang up. ■ 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 Access button on which the call originated. 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.
Muting Calls Muting Calls 61 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.
CHAPTER 5: BASIC TELEPHONE OPERATION coverage point is your voice mailbox. The call coverage point is set through the VCX User Interface (see Chapter 8). 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.
6 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.
CHAPTER 6: 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.
Feature Codes 65 Feature + 446 or *446 Then, either press Ok or press Feature + 120 to complete the command. Some features require additional information. For example, if you want to enable call forwarding when your phone is busy, you must designate the extension to which you want your calls forwarded. The feature code for Call Forward Busy is 467.
CHAPTER 6: FEATURE CODES Table 11 VCX Feature Codes Alphabetical by Feature or Task Feature Feature Code Entry Description Anonymous Now (Enable/Disable) Feature + 889 See Controlling Caller ID. Or *889 Anonymous Next (Enable/Disable) Feature + 890, then See Controlling Caller ID. Or *890* Barge In Feature + 428 Used with Silent Monitor. See Silent Monitor and Barge In. Beep — Send Feature + 331 Sends a page (a beep) between phones.
Feature Codes 67 Table 11 VCX Feature Codes Alphabetical by Feature or Task (continued) Feature Feature Code Entry Description Class of Service (COS) Override Feature + 433, then , then + #, then See Class of Service Override. Conference Call Feature + 430, then , then See Setting up a Conference Call. Feature + 430 Display Software Version Feature + 837 Displays the current version of VCX software running on the phone.
CHAPTER 6: FEATURE CODES Table 11 VCX Feature Codes Alphabetical by Feature or Task (continued) Feature Feature Code Entry Description Remote Call Forward Feature + 468, then + #, then + # See Remote Call Forward. Or *468* * Retrieve Voice Mail Feature + 600 Or *600 The first entry simulates pressing the MSG button. The second entry allows you to leave a message in another mailbox or access your own mailbox.
Feature Codes 69 Table 11 VCX Feature Codes Alphabetical by Feature or Task (continued) Feature Feature Code Entry Description Speed Dial — Personal Feature + 601 + n Allows you to dial a personal speed dial number. To configure personal speed dialing, see Speed Dialing. Or *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 Or Allows you to dial a system speed dial number.
CHAPTER 6: FEATURE CODES Table 11 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 Feature + 103 to lower the volume Adjusts the volume setting for the current mode: ■ ■ ■ 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.
7 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. Chapter 8 describes the telephone features that require configuration through the VCX User Interface.
CHAPTER 7: 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 History button. Optionally, you can press Feature + 462. The Call History menu appears in the Display Panel. 2 Select one of the follow options: a For placed calls, press 1.
Controlling Caller ID 73 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.
CHAPTER 7: STANDARD FEATURES 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). ■ Block Caller ID information (Anonymous Now 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.
Camping on a Busy Extension 75 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 Conference In an unannounced conference, you conference in the person without notifying that person: 1 While on a call, press Conference orFeature + 430. The system places your caller on hold.
CHAPTER 7: STANDARD FEATURES 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.
Forwarding Calls to Voice Mail 77 b Press Program + 5 + 5, enter your password, and then press #. 3 When you are finished using the other phone, log out of the phone by pressing Program + 5 + 6. 4 Log back into your own phone by pressing Program + 5 + 6. Forwarding Calls to Voice Mail You can forward incoming calls to your voice mailbox by using the Fwd Mail button. Alternatively, you forward calls to your mailbox by using a feature code.
CHAPTER 7: STANDARD FEATURES Transferring a Call to Another User’s Voice Mail ■ If you have not enabled this feature code, you can send a call that is ringing (and all subsequent calls) to your voice mailbox by pressing Feature + 440. ■ To disable this feature, press Feature + 440. All calls ring normally. 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.
Call Waiting 79 Hangs up. Extension 1001 now hears the voice mailbox greeting for extension 1002 but extension 1002 does ring. On a telephone with a Program button, you can transfer a call directly to another subscriber’s voice mail by using the following procedure: 1 While on a call, press Program. 2 Press 4 to access the Call Features menu. 3 Press 9 to select Transfer to VMail.
CHAPTER 7: STANDARD FEATURES ■ 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.
Speed Dialing 81 To configure a speed dial number using the Program button and the Speed Dial menu: 1 Press the Program button. The Main menu appears. 2 Press [3] to access the Speed Dial menu.
CHAPTER 7: STANDARD FEATURES Editing Personal Speed Dial Numbers You can change or delete any personal speed dial number that you previously configured using the Telephone User Interface. To change or delete a previously configured speed dial number: 1 Press the Program button. The Main menu appears. 2 Press [3] to access the Speed Dial menu.
Call Forwarding 83 You can also use the following method to dial a speed dial number on any VCX phone: 1 Press the Program button. The Display Panel lists the first speed dial, for example: Speed dial 1: 1001 Use the up and down scroll buttons to locate the speed dial number you want to dial. 2 Press the first soft button under the Display Panel. Your phone dials the number. To exit the speed dial list in the Display Panel, press the third soft button.
CHAPTER 7: STANDARD FEATURES ■ Where you want your call to be forwarded ■ The condition that results in the system forwarding a call: ■ ■ ■ Ring 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 Forward Ring No Answer (feature code 466) and entering the number to which you want the calls forwarded.
Call Park 85 To disable Call Forward Ring No Answer, repeat step 1. Call Forward Busy Line To forward your calls to another extension when all your lines are busy: 1 On phones with a Program button, press the button to display the Main menu, then press 4 to select Call Features. Alternatively, you can press Feature + 467 to access the Main menu on any VCX phone. 2 Press 3 to select Forward Busy. 3 Use the keypad to enter the phone number to which you want to forward your calls.
CHAPTER 7: STANDARD FEATURES 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.
Paging Paging 87 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.
CHAPTER 7: STANDARD FEATURES 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.
Call Pickup 89 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 your handset. 2 Dial the Group Call Pickup extension. The call is directed to your telephone. Call Pickup Interaction With Other Features This section describes how call pickup interacts with other VCX phone features.
CHAPTER 7: STANDARD FEATURES 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.
Silent Monitor and Barge In Monitoring a Call 91 ■ 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.
CHAPTER 7: STANDARD FEATURES To terminate participation in a monitored call, hang up. This has no effect on agent-customer communication (the agent-customer session remains active). If you want to join a monitored call, see the following section, Barging In. 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, your phone shows Barge In in the lower right corner of the Display Panel.
Remote Call Forward 93 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 #.
CHAPTER 7: STANDARD FEATURES 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 #.
Hunt Groups ■ Your extension and the call coverage point you have set up (see Configuring a Call Coverage Point). ■ A hunt group that follows the call coverage path assigned by an administrator for that group. 95 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.
CHAPTER 7: STANDARD FEATURES 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.
Hunt Groups 97 ■ 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.
CHAPTER 7: STANDARD FEATURES 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.
Hunt Groups Hunt Group Interaction With Other Features 99 This section describes how participation in a hunt group interacts with other VCX phone features. Note the following considerations: ■ 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 are supported (see Setting up a Conference Call).
CHAPTER 7: STANDARD FEATURES keys to locate a voice mailbox. Press the message button to access the selected mailbox. Viewing Hunt Group Membership and Status You can use the Telephone User Interface to view the hunt groups you belong to and your current login status for each group. 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.
8 USING THE VCX USER INTERFACE 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.
CHAPTER 8: 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.
VCX User Interface Overview 103 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.
CHAPTER 8: 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 Interface, see Enabling Bridged Extensions for additional 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.
Enabling Call Forwarding 105 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 phone (see Assigning Access Button Functions Using the VCX User Interface). See Dialing System Speed Dial Numbers. ■ ■ ■ ■ ■ ■ ■ ■ Enabling Call Forwarding Call Coverage — Allows you to set your default call coverage point.
CHAPTER 8: USING THE VCX USER INTERFACE You can also configure and enable call forwarding through your phone’s Telephone User Interface (TUI). See Call Forwarding.
Configuring a Call Coverage Point 107 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).
CHAPTER 8: 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.
Enabling Bridged Extensions 109 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.
CHAPTER 8: 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.
Enabling Bridged Extensions 111 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.
CHAPTER 8: USING THE VCX USER INTERFACE ■ 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.
Enabling Bridged Extensions 113 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.
CHAPTER 8: USING THE VCX USER INTERFACE 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.
Enabling Bridged Extensions 115 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.
CHAPTER 8: USING THE VCX USER INTERFACE 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 six (Model 3102) or seven (Model 2102) personal speed dial numbers that you can assign.
A TELEPHONE INSTALLATION AND MAINTENANCE This chapter covers these topics: ■ Connecting the Telephone ■ Opening the 3105 Attendant Console Label Cover ■ Installing the 3102 Telephone Label Plate ■ Attaching and Adjusting the Articulating Support Bracket ■ Attaching and Adjusting the Fixed Support Bracket ■ Moving Your Telephone ■ Swapping Telephones ■ Cleaning Your Telephone ■ Troubleshooting Problems
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.
Connecting the Telephone 119 Figure 7 Underside of the VCX 3102 Business Telephone 1 2 3 4 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.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Installing the 3102 Telephone Label Plate The VCX 3102 Business Telephone has a label plate with localized button labels that you must install. Once you snap the plate onto the 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.
Attaching and Adjusting the Articulating Support Bracket 121 Figure 9 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 1 After you connect the cables to the phone, press the cables into the cable management clamps 3, on the stand.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Figure 11 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 Attaching and Adjusting the Fixed Support Bracket The fixed support bracket is supplied with the Model 2102 Business Telephone.
Attaching and Adjusting the Fixed Support Bracket 123 Figure 12 Low-Profile and High-Profile Desktop Positions Wall-Mount Position To mount an VCX 2102 telephone 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 13) so that the spring- loaded peg projects out on the top of the phone (Item 1 in Figure 14).
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE Figure 14 shows an VCX 2102 Telephone in the wall-mount position. Safe wall mounting requires 3/4-inch drywall and 1.5-inch drywall screws.
Opening the 3105 Attendant Console Label Cover Opening the 3105 Attendant Console Label Cover 125 For instructions on how to create and print labels, see Printing Labels on page 40. Figure 15 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.
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 Table 13 lists possible problems that you may encounter and the most likely solutions.
Troubleshooting Problems 127 Table 13 Possible Problems (continued) Possible Problem Suggested Solutions On my VCX Business You have the Hands Free feature enabled. For details, Telephone, all incoming see Using the Hands Free Feature. internal calls come over my speaker phone. My telephone is not forwarding my incoming calls to my voice mailbox. Verify that you have activated the Forward to Voice Mail feature. For details, see Forwarding Calls to Voice Mail.
APPENDIX A: TELEPHONE INSTALLATION AND MAINTENANCE
INDEX Numbers 2102 Business Telephone figure and features 18 line status lights 23 mapping button functions (VCX UI) 23 programmable access buttons 21 3102 Business Telephone figure and features 28 line status lights 33 mapping button functions (VCX UI) 33 programmable access buttons 31 3105 Attendant Console 37 creating labels 40 figure and features 39 overview 38 A access buttons 2102 Business Telephone 21 3102 Business Telephone 31 accessing the VCX User Interface 102 all calls (call forwarding) set th
INDEX Complement Attendant Software 37 buttons and keyboard shortcuts 44 features 42 interface 43 conference call announced 75 setting up 74 unannounced 75 configuration interface options 16 connecting telephones caution, RJ-45 versus RJ-11 jacks 119 electrical power 118 D dial tone, troubleshooting an NBX Telephone 126 dialing a remote office using a site code 52 using a unique extension 51 dialing while on a call 58 directed call pickup 88 directory of users global 72 local 72 display panel using 7
O mute ringer 61 muting calls 61 O one-touch speed dials 79 overview 14 P paging 87 parking a call 85 password 48 changing 49 for telephone and mailbox access 104 for VCX User Interface 102 changing 103 personal speed dials 79 phone settings transferring to another phone 76 position, wall-mount bracket 123 problems solving 117 programmable access buttons 2102 Business Telephone 21 3102 Business Telephones 31 R redialing 51 registrations through the VCX User Interface 104 relocating telephones 125 Remote
INDEX viewing 72 V VCX 2102 Business Telephone see 2102 Business Telephone VCX 3102 Business Telephones see 3102 Business Telephone VCX 3105 Attendant Console see 3105 Attendant Console VCX Complement Attendant Software see Complement Attendant Software VCX User Interface accessing 102 logging out 116 set up selective ringing 105 setting ring patterns 103 setting the time zone 104 viewing call history 103 viewing phone registrations 104 viewing the user directory 103 voice mail problems with 126 volu
