NBX R5.0 Value Proposition:

• Robust set of legacy PBX features such as forced account codes, call forwarding options and much more.


• New Gigabit Ethernet Capable 3103 Manager Phone.
• Large Display with all new user interface.
• New 3100 Entry Phone that provides the price point and form factor of an analog (2500) phone.


• Two new multi-line, full featured, IP cordless phones for a cost effective mobility offer.


• New built-in ACD for basic call center opportunities.
• Includes delayed announcements, supervisory monitoring, and CDR reporting.
• Same outstanding ease of use and value you expect from NBX.


• Available on V3000, V5000 and NBX100.
• Delivering customers the best long term value proposition in the industry!.

NBX Basic ACD (built-in keycoded package)
An Automatic Call Distribution (ACD) allocates incoming calls to agents in a queue based on manager defined preferences & rules. The NBX Basic ACD is designed for customers who have a department of sales, service, or support agents. These customers will be able to manage the customer experience via call queuing and delayed announcements as well as monitor employee performance with historical reporting and call monitoring.
Highlights:

• 3 Call routing algorithm choices including: Linear-top down from 1st to last listed extension; Circular-round robin hunt from last call answered; Most Idle Agent-extension idle the longest


• Delayed Announcements Configuration


• ACD Agent List & Agent Workgroups configuration


• ACD Reports (CDR)


• ACD Group & ACD Agent Status Page


• Time Stamp based queuing of calls waiting for a hunt group member (hit refresh for update)


• Supervisory Monitoring built-in for ACD & HG


• 2 ACD agent licenses are included with NBX Release 5.0
  Customers that wish to expand their agent licenses must initially purchase an NBX ACD 3-Agent Upgrade 3C10440. Adding this licenses will provide a total of 5 ACD licenses. This license is not a unit-based license and CANNOT be loaded more than once to a system. Additional agents (agents 6 to 199) can be provided on a system via a unit based license, 3C10441. May be ordered in any quantity, one license is required per agent loaded to a system. Requires NBX R5.0 or greater.

Silent Monitor/Whisper/Barge-in for both Basic ACD Groups and Hunt/Call Groups
A built-in service to allow supervisor to listen into agent call and intervene if necessary on calls routed to an agent via a Hunt Group, ACD Group, or TAPI route point. Service is supported on both ACD Groups & Hunt/Call Groups, no license is required. Many competitors charge for this service, however, it is built-in with NBX. Feature supports 3 modes of operation:

• Silent Monitor-Supervisor listens to agent + customer


• Whisper-Supervisor talks to agent only


• Barge-in-Supervisor talks with agent + customer

Call Forward programmable via button, feature code, or LCD
Enables Call Forward All programming from multiple user interfaces, expanding and simplifying the user experience. Programming Options include:

• Programmable Button with LED


• Feature Code


• LCD Soft-keys


• NetSet


• TAPI Function Call (e.g. DCA)

Call Forward All
Redirects ALL calls temporarily to another internal/external number and overrides the default call coverage as well as any CF Ring No Answer and CF Busy settings that might be set. Use Case: Forward to Mobile phone or your home when teleworking for a day.

Call Forward No Answer
After a (configurable) number of rings, forward incoming calls to another phone number. User can set up to 2 call forward points that can be tried one after the other before routing to coverage. Use Case: set CFB to the front desk/secretary so caller gets a live answer.

Call Forward Busy
If all system access lines are in use, forward incoming calls to another phone number. Use Case: set CFB to the front desk/secretary so caller gets a live answer.

Call Timer – Display Length on LCD
Allows a user to see the time duration of an active call on the phone’s LCD. Format: HH:MM:SS-HH is for hours, MM for minutes and SS for seconds. Feature requires NBX phone LCD. (Demo tip: This feature is turned off by default and must be turned on in NetSet.)

Send Message Waiting Indicator (MWI) to phones
Allows another system user to light a button on a recipients phone to silently notify them. The recipient’s phone must have a dedicated button with LED and an LCD display. The system lights the LED (MWI Retrieve) and leaves a call back number on the recipient’s display. Behavior differs from voice mail: the telephone does not ring and there is no voice mail message. To retrieve, send, or cancel MWI messages, user accesses a programmable access button (MWI Send), feature code, or TAPI app.
Use Case 1: A school principal notifies a teacher to call office without interrupting class
Use Case 2: Attendant alerts user to FAX’s waiting at front desk
NBX Voicemail Enhancements in this Release
Dial by First Name
Allows a caller to search the system’s name directory by either first or last name. Previously only last name was searchable.

Multiple Greetings Per Mailbox
Every mailbox can now have up to five personal greetings recorded. Users can select which greeting is active to answer incoming calls. Greetings can now be easily managed via the telephone (DTMF) or NetSet.

Broadcast List User GUI Configuration page
Personal Voice Mail Groups (user’s personal distribution list) can now be managed from the NetSet utility as well as from the phone UI. This enhancement allows users to more easily view the members of groups as well as make edits to their membership.

System-wide Group Distribution Lists
System-wide Group Distribution Lists can now be created and managed by the system’s administrator. These system wide groups can be shared by all of the system's voice mail users. These lists make it easy for users to create or forward messages to departments or work groups. Managing them centrally assures that everyone has the same access to accurate names. Up to 99 separate lists may be created and there is no limit as to the number of members per group. Lists can be easily created and edited from NetSet.

Reply to All
Reply To All allows the recipient of a voice mail message to send the reply to all the recipients of that message, including the sender. The original message could have been sent to either Voice Mail Group lists or multiple users by the originator. A voice prompt provides the option of choosing Reply To All after you have finished listening to the message. The Reply To All choice only pertains to calls that have been sent to more than one recipient.

Personal Operator (R4.4)
Services delivered as part of R4.4 on the V3000 platform are now supported on the NBX 100 and V5000 platforms. Personal operator allows a user to create a second path out of their mailbox (this feature is controlled by class of service so it can be restricted on a per user basis). Users can select a personal administrator, even a cell phone as an alternative to the typical "0" option.

Database Conversion Utility from NBX 100 to V3000 or V5000
Enables moving database from one NBX platform to another (see table). NOTE 1: Service does not include license migration. Note 2: Manual Conversion Functions:

• External extensions including: Analog Line Cards, Analog Terminal Cards, and Digital Line Cards


• TAPI Route Point extensions


• H323 Gateway extensions


• Hunt Group and Automatic Call Distribution Group extensions

Password Administration Consolidated to 1 NetSet Page
A new tab in the System Administration screen, Password Administration controls the contents of the 14 various passwords that help to provide security on the NBX system. You can either change a password that you own as System Administrator, or reset a password that someone else owns.

Zone Paging (R4.4)
Services delivered as part of R4.4 on the V3000 platform is now supported on the NBX 100 and V5000 platforms. Up to nine zones can be created and managed in NetSet to leverage the speakers on 3Com IP telephones to page departments or workgroups. There is no limit to the number of users in a zone and a single user can be a member of multiple zones.