Polycom Soundpoint IP series User manual

Polycom SoundPoint IP Phones

Polycom phones offer a high quality communications experience, combining an intuitive,

easy to navigate interface with great audio quality.

The purpose of this guide is to direct you through some of the more commonly used call

handling functions. As well as reading the information presented here, it is

recommended that you also familiarize yourself with Polycom’s own user documentation

for the phone system you are using.

The following topics are covered in this section:

•Basic telephony

•Accessing voicemail

•Transferring and holding calls

•The Call Register

•Speed dials

•Call Park

•Paging

•Multiple Call Appearances

•Volume Adjustment

•Ring Type

•Headset Memory Mode

Example button configurations:

Receiving Calls

When your phone receives a call, the name or number of the caller will appear on the

display (as long as they are not blocking their caller ID). You can either answer the

caller or refuse the call.

To refuse the call, press the Reject soft key. The caller will be directed to your

voicemail.

To answer the call you can pick up the handset, press the speaker button , press the

headset button (if you are using a headset), or press the flashing green line button.

Making Calls

There are a number of ways to make a call:

•Type in the destination number – this can be an extension number or an

external number (use a ‘9’ prefix if necessary) – and then press the Dial soft key.

•Press the speaker button . When you hear the dial tone, enter the number

this can be an extension number or an external number (use a ‘9’ prefix if

necessary) and then press the Send soft key.

•Lift the handset and dial and then press Send.

•If you are using a headset, press the headset button and then dial the

destination number followed by the Send soft key.

•The SCS Dial-by-Name facility can be used to contact internal contacts stored in

the SCS user database. Dial the auto-attendant (101 by default) and select

option 9. Follow the instructions and spell the name of the contact you would like

to dial using the buttons on your phone’s dial pad.

To finish a call, press the End Call soft key.

Redial

To redial the last number you dialed:

Pick up the handset and press the Redial button, or just press Redial to activate the

speakerphone. Press the headset button followed by Redial to make the call using

your headset.

Placing Calls on Hold

Calls can be placed on hold at any time. When a call is on hold, you cannot hear the

caller and they cannot hear you. A flashing red line button will show you that a call is on

hold. The call information on the screen will also state that the call is on hold. While a

call is on hold, you can make other calls with the phone.

To place a call on hold, simply press the Hold button or the Hold soft key, depending

on your phone model.

To retrieve a call from hold, press the flashing red button or the Resume soft key – If

you have multiple calls on hold, use the Up and Down navigation keys to move

between calls. Press the Resume soft key when the call that you would like to take off

hold is highlighted.

When you hang up, any remaining held calls will remain on hold until you resume them.

Call Park

Calls can be parked in an ‘orbit’, or holding area, that will allow other users to retrieve

the call from any phone, rather than transferring the call to a specific user’s handset or

holding it on one handset.

The call park can hold multiple calls, but be aware that call retrieval is performed on the

basis of time spent on hold, i.e., the call that has been held in the park longest will be

retrieved first when the retrieval code is entered on a handset.

Parking a Call

1. During a call, press the Trnsfer soft key.

2. Press the Blind soft key to select blind transfer.

3. Using the dial pad, enter the call Park extension number – see your system

administrator if you are unsure of the call park extension number.

Note: If you make an error when entering a transfer destination, press the

Backspace button to make a correction.

4. Press the Send soft key.

5. Hang up.

Retrieving a Parked Call

1. Lift the handset, press the button, or press the button.

2. Dial *4call park extension number. For example, to retrieve a call parked at

extension 50, dial *450.

3. Press the Send soft key if you are using the speakerphone or headset.

4. The call is retrieved.

Transferring Calls

Calls can be transferred to other extensions in one of two ways: you can either

‘announce’ the call to the recipient, or send the call and hang up before the recipient

has answered; this is called a blind transfer. By default, most SoundPoint phones will

attempt an announced transfer unless you specifically request a blind transfer.

Announced Transfer

1. During the call, press the Trnsfer soft key.

2. Dial the number to which you would like to transfer the call and press the Send

soft key.

3. Wait for a response.

4. When the dialed extension is answered, announce the call to the other party

and hang up.

Blind Transfer

1. During the call, press the Trnsfer soft key.

2. Press the Blind soft key.

3. Enter the number to which you would like to transfer the call and press the Send

soft key.

4. Hang up.

Speed Dial and Directories

Polycom SoundPoint IP phones come equipped with their own in-built phone directory

and speed dial facilities, which can be used to create personalized contact lists. For

information on how to configure these settings on your phone please refer to the

documentation supplied with the handset.

The SCS Phonebook

A centralized phonebook has been created on the SCS and distributed to users across

the network.

This centralized phonebook can be accessed by opening the Directory on your phone

set and selecting 1. Contact Directory.

A centralized phonebook is distributed to your user profile from the SCS. You

will not be able to add new contacts to the phone’s directory since the content is

centrally managed.

SCS Speed Dials

Like the phonebook, speed dials can be controlled either from the SCS or locally

through your phone’s interface. Users should note that the phone is managed by the

SCS, any speed dials created for the user profile will overwrite speed dials created

locally through the Directory facility on the phone itself.

For instructions on creating a speed dial list for your SCS user profile, see ‘The SCS

User Interface’ document.

You should note that the number of speed dials that can be displayed on your Polycom

phone is dictated by the number of ‘line’ buttons you have available after users have

been added to the set. For example, an IP560 has 4 line buttons, if one user is assigned

to the phone that leaves 3 free buttons for speed dial allocation. If two users are

assigned to the end point then only 2 buttons will be available for speed dial usage, and

so on.

The SoundPoint 650 and 670 can be expanded by adding a SoundPoint Expansion

module, which would drastically increase the number of available line buttons.

Paging

The SCS provides a simple to use paging system that allows a user to deliver a

message direct to other users’ speakerphones.

Paging is in use on your SCS, the administrator has created ‘paging groups’. Paging

groups are groups of particular users – for example, hallways, administration, plant, etc.

Each paging group is assigned it’s own paging group number - for example, the

administration floor might be group 601.

To place a page, dial the page group number – e.g., 601. A musical tone is played.

When the tone has finished, make your announcement and then hang up.

When you receive a page, you do not need to pick the phone handset because the ‘call’

will come straight through the speakerphone.

Multiple Call Appearances

All user lines can handle multiple calls. This means that if you are on a call and another

call arrives you can deal with the new caller while keeping the other person on hold.

When you are on a call, the phone will sound a tone in and display the name or

extension number of the new caller. You then have the option of accepting, rejecting or

ignoring the second call. If you don’t take the call, the caller will be passed to voicemail.

Receive a Second Call

When you are on a call and a second call comes in:

1. Press the Hold button to place the current conversation on hold.

2. Press the Answer soft key to answer the second call – alternatively, you can

press Reject to ignore the call and have it forward to you voicemail.

Note: If you are using a two line display phone simply press the Answer soft

key to answer the second call and place the first on hold. When you hang up

from the second call, press Resume to return to the original call.

Make a Second Call

If you are on a call and need to make a second call:

1. Press the Hold soft key to place the current party on hold.

2. Press the New Call soft key.

3. When you hear the dial tone, enter the destination number and press the Send

soft key.

4. When you have disconnected from the second party, press the Resume soft

key to reconnect with the original call.

Note: On a two-line phone press Hold button, rather than a soft key to place

the first call on hold, then press the New Call soft key to dial the second party.

3-Way Conference

Your Polycom phone is capable of initiating a 3-way conference call with 2 other

extensions – note that this is not the same as the SCS conferencing service.

To start a conference:

1. Dial the first participant as a normal phone call.

2. During the call, press the Confrnc soft key (on some phones this will be a Conf

soft key).

3. The first call is placed on hold. At the dial tone, enter the second participant’s

number and press the Send soft key (on some phones you will need to press the

Dial button).

4. The second participant is called. When they answer, press the Confrnc soft key

again (or Conf, depending on phone type) to bring the first participant off hold

and into the call.

5. Press the End Call soft key to leave the conference call.

Do Not Disturb (DND)

Turning the DND feature on ensures that you are not distracted by phone calls. If

voicemail is active on your user profile, calls will be directed straight to voicemail.

Note: If call forwarding is configured, calls will be routed to the call forwarding

list rather than voicemail when DND is active.

In the case of a phone without a dedicated Do Not Disturb button, an IP330 for

example:

1. Press the Menu button.

2. Select Features.

3. Use the navigation key to highlight Do Not Disturb and press the Select key

(the tick in the center of the navigation key).

4. To disable Do Not Disturb repeat the same steps.

If your phone has a Do Not Disturb button, simply press it once to activate the facility

and press it again to allow calls.

Note: Do Not Disturb will be applied to all users assigned to the phone.

Voicemail

Note: Before attempting to access voicemail through your phone, ensure that

voicemail has been enabled on your SCS user profile. You will also need your

account PIN.

When a message is received in your voicemail account, your phone will notify by

flashing a red light at the top-right of the unit and displaying an envelope icon on the

screen.

Accessing the Voicemail Attendant

To access your messages through your Polycom set press the Messages button – on

some models you may not have a dedicated message button, in which case a soft key

appears when new messages are available.

The voicemail attendant offers access to a range of voicemail services, including:

•Message playback

•Message forwarding

•Personalized greetings

•Message deletion

Follow the numbered options menu using the keys on the phone’s dial pad to access

the various features of the voicemail service. Hang up when you have finished using the

voicemail auto-attendant.

Mute

When you mute a call, you disable the microphone so that nobody else on the call can

hear what you are saying. To mute a call, press the button. To restore the

microphone, press the button again.

Call Register

The call register contains information on all calls received and made by your phone.

Depending on which SoundPoint phone you are using this information can either be

accessed by pressing the dedicated Directories button on the left-hand side of the unit,

followed by Call Lists, or by pressing the Callers soft key.

For more information on the Call Register function please see the documentation

supplied with your phone.

Volume Adjustment

Press the volume keys to adjust handset, headset, and hands-free speaker volume during a

call. Pressing these keys in idle state adjusts he ringer volume.

Ring Type

You can select different rings to match your preferences and distinguish between calls

on lines.

To change the incoming ring:

1. Press the Menu button.

2. Select Settings, followed by Basic, and then Ring Type.

3. Using or keys, highlight the desired ring type. Press the Play soft key to

hear the selected ring type.

4. Press the Select soft key to change to the selected ring type.

5. Press Menu or the Exit soft keys o return to the idle display.

Headset Memory Mode

For permanent or full-time headset users, there is an option to default all calls to the

headset.

To enable Headset Memory Mode:

1. Press Menu and select Settings

followed by Basic, Preferences, and Headset Memory.

2. Use the Up or Down arrow keys and press the Select soft key

To disable Headset Memory Mode

Repeat steps 1 and 2 and select Disable.

To activate Headset Memory Mode

Press twice.

If you select Silent ring, press the Line key or Answer soft key to answer incoming calls.

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