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3Com 3103 User Guide - Page 86

Calling Groups, Group Membership, Supervisory Monitoring

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86 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM Calling Groups One type of hunt group is the Calling Group. Calling groups allow an incoming call to ring simultaneously on all telephones in a group, for example, a customer service group. To log in to or out of a calling group, follow the steps in "Hunt Groups" earlier in this chapter. Figure 4 shows the path of a call coming in to a calling group. Figure 4 Sample Calling Group Configuration 6 1 Incoming Telephone Call 2 Telephone #1 3 Telephone #2 4 Telephone #3 5 After a specified number of rings with no answer 6 Receptionist Group Membership To view the list of users that belong to a group: 1 In NBX NetSet > User Information > Hunt Groups, select a group. 2 Click Details. Supervisory Monitoring Supervisory monitoring is typically used in call centers to allow supervisors to join a conversation between an agent and a customer to ensure proper customer support. The supervisor's presence may or may not be announced to the agent or customer by a tone. Supervisory monitoring can be used only with incoming calls to Automatic Call Distribution Groups and Hunt Groups. Other calls to and from the agent's telephone are unavailable to the supervisor. The supervisor must provide a password to access the agent's extension during these calls.

Section	Page
NBX® Manager’s Telephone Guide	1
About This Guide	9
Conventions	10
Documentation	11
Comments on the Documentation	12
Getting Started	13
Setting Up Your Password and Voice Mail for the First Time	13
NBX NetSet Utility	15
Starting the NBX NetSet Utility	16
Navigation and Shortcut Icons in the NBX NetSet Utility	16
Quick Reference Guides	17
3Com 3103 Manager’s Telephone	19
Telephone Buttons and Controls	19
Programmable Access Buttons	22
Status Lights for Access Buttons	23
Display Panel	23
Display Panel Contrast	24
Features	25
NBX Messaging	27
NBX Messaging Components	27
Important Considerations	28
Changing Your Password	28
Security Tips	29
Changing Your Name Announcement and Personal Greetings	29
Listening to NBX Messages	30
Message Indicators	30
Listening from Your Computer	31
Listening from Your 3Com Telephone	31
Listening from Any Internal 3Com Telephone	31
Listening from an External Location	31
Managing Your Messages	32
Information About Your Messages	33
Replying to a Message	33
Forwarding a Message	34
Creating and Sending a Message	35
Using Voice Mail Group Lists	36
Viewing System Groups	36
Creating Personal Groups	36
Modifying or Deleting Personal Groups	37
Marking a Message as Private or Urgent	39
Other Ways to Manage Your Voice Mail Messages	40
Other Kinds of Mailboxes	40
Greeting-Only Mailbox	40
Phantom Mailbox	41
Group Mailbox	41
Standard Features	43
Answering a Call	43
Caller ID	44
Answering a Second Call	44
Using the 3Com Telephone Display Panel	44
Dialing a Call	45
An Internal Call	45
An External Call	45
Redialing a Call	46
Forwarding Incoming Calls	46
Call Coverage Points	46
Condition to Forward Calls	46
Setting Call Forward from the Telephone	47
Setting Call Forward from the NetSet Utility	49
Call Forward Precedence	51
Putting a Call on Hold	52
Dialing Another Call	52
More Than One Call	53
Transferring a Call	53
Announced (Screened) Transfer	53
Blind Transfer	54
Direct Mail Transfer	54
Establishing a Conference Call	55
Disconnecting the Last Person That You Called	56
More About Conference Calls	57
Setting the Volume	57
Personalizing Your Telephone	59
Guidelines About Features on NBX Telephones	59
Ringer Tones	60
Speed Dials	60
Personal Speed Dials	60
System-wide Speed Dials	61
Special Case: One-Touch Speed Dials	62
Printing Speed Dial Lists	63
Printing Labels	63
Off-Site Notification	64
Managing Off-site Notification Using the Telephone	68
Do Not Disturb	68
Preventing Unauthorized Use of Your Telephone	70
Telephone Locking	70
Call Permissions	71
Class of Service Override	71
Using a Headset	72
With the 3Com Manager’s Telephone and 3Com 3102 Business Telephone	72
Returning to the Headset After a Long Delay	73
Using Hands Free Active on Intercom	73
Getting More from Your Telephone System	75
Listening to Your Messages in Your E-mail	76
Account (Billing) Codes	76
Caller ID	77
Internal and External Caller ID	78
Calling Line Identity Restriction (CLIR)	78
Call Pickup	79
Directed Call Pickup on a Specific Telephone	80
Group Call Pickup	80
Automatic Call Distribution Groups, Hunt Groups, and Calling Groups	81
Automatic Call Distribution	81
Hunt Groups	83
Calling Groups	86
Group Membership	86
Supervisory Monitoring	86
Monitor	87
Whisper	88
Barge-In	88
Change Agent	89
Interactions	89
Call Park	90
Paging	91
Paging the System	92
Paging Zones	92
Configurable Operators	93
How Configurable Operators Work	93
Configuring the Operators	94
Using Message Waiting Indicator to Telephone	95
Sending an MWI Message	95
Retrieving an MWI Message	95
Deleting MWI Messages	96
Cancelling an MWI Message	97
Dialing a Call to a Remote Office	97
Using Unique Extensions	97
Using Site Codes	98
Bridged Extensions	99
Delayed Ringing	100
Using Pulse Dialing	100
Additional Applications	102
Feature Codes	103
NBX Tones	103
Feature Codes with 3Com Telephones	104
3Com Manager’s Telephone	105
Using Feature Codes	105
3Com 3105 and 1105 Attendant Consoles	109
3Com Attendant Console	110
Access Buttons	110
Feature Buttons	110
Attendant Console Labels	113
Opening the 3105 Attendant Console Label Cover	113
Complement Attendant Software	114
Managing Calls	115
Telephone Installation and Maintenance	117
Connecting the Telephone	117
Attaching and Adjusting the Articulating Support Bracket	119
Moving Your Telephone	121
Swapping Telephones	121
Cleaning Your Telephone	121
Troubleshooting Problems	121