Polycom SoundPoint MAXCS 7.5 User manual

MAXCS 7.5 Polycom VVX User Guide Page 1

MAXCS 7.5

Polycom®VVX Phone User Guide

This guide shows the basics of using Polycom VVX model phones with MAXCS Release 7.5.

Before you can use your Polycom phone with MAXCS clients, your administrator must configure your phone to work with

MAXCS system.

Refer to the documentation that came with your Polycom phone to connect the cables to your phone, and for any other

basic phone information.

Views

Press the phone’s Home key to switch among the various views.

Active Call view – shows

only the active call Calls view – shows all

calls

Home view – shows

icons to access phone

features

Lines view – shows

BLF, Line Park, Page

groups, and Favorites

softkeys

MAXCS 7.5 Polycom VVX User Guide Page 2

Softkeys

Several softkeys appear throughout the views:

Calls the number

Opens information about the entry

Edits details of the entry

Deletes the entry

Operational Notes

•Note that the following feature codes do not work on Polycom phones: #12, #26, #27, #44, #45, #46, #81, #82

•Forwarding calls is not supported.

Basic Features

The following features are available for all Polycom VVX phones.

Some VVX models have softkeys on the touch screen; other models have physical keys to press. If your model is not a

touch-screen model, just press the physical phone button instead of a softkey.

Answer Incoming Calls

To answer an incoming call,

1Press the Speaker button, pick up the handset, or tap Answer. (To reject the call, tap Reject.)

2To end the call, press the Speaker button or hang up the handset. On some models, you can tap End Call.

Note: You cannot tap the Forward softkey to forward an incoming call.

MAXCS 7.5 Polycom VVX User Guide Page 3

Make Outgoing Calls

To place a call, you can start dialing the number from any screen. As you type, the phone automatically checks your

Directory and Call Log to auto-filter entries to find the contact. Once you see the contact, you can tap it to dial (or press the

key beside it).

You can also use the softkeys to place calls:

1Tap New Call.

2Enter the number and tap Call.

To place a call from an entry in your Directory,

1Tap Directories.

2Tap an entry in your Directory.

3Tap the green softkey to place the call.

To place a call from an entry in your Recent list,

1Tap Directories.

2Tap Recent.

3Tap the entry to place the call.

You can add contacts as Favorites, so that you can tap the name to call from Lines view.

Place Calls on Hold

1Tap Hold.

2To pick the call up again, tap the call and tap Resume.

MAXCS 7.5 Polycom VVX User Guide Page 4

Transfer Calls

Note: When transferring calls to or from a Polycom phone, in some scenarios the Caller ID will show as your ID

instead of that of the original call.

The method for transferring a call will vary, depending upon your intent:

•When transferring a call to a live person and you want to introduce the call before switching it over, use what is

commonly referred to as a Supervised transfer.

•In all other scenarios, we recommend that you perform a Blind transfer instead of a Supervised transfer. This

includes transfers to Workgroup queues, voicemail systems, and so on.

Supervised Transfers

1While on a call, tap Transfer. The call is placed on hold.

2To use the dial pad, enter the number.

To use the Directory, tap Directory, and tap the entry.

To use the Favorites list, tap Directory, tap Favorites, and then tap the entry.

3Tap the green Call softkey.

4After speaking with the recipient, tap Transfer.

Blind Transfers

1. While on a call, tap Transfer. The call is placed on hold.

2. Tap Blind. (On some VVX models, you must tap More and then tap Blind.)

3. Enter the extension number or choose the number from the Directory or Favorites list.

4. Hang up; the call will automatically transfer. You do not need to wait to hear ringing on the line.

To cancel a transfer in progress:

•VVX 310/400 – Tap Cancel. You automatically reconnect to the call.

•VVX 500/600 – Tap the red phone icon. You automatically reconnect to the call.

MAXCS 7.5 Polycom VVX User Guide Page 5

Conferencing Calls

1Call the first conference member.

2Tap Conference.

3Call the next participant and tap Conference.

4To add additional participants (up to 6 participants per conference call) tap Hold, dial the number, and tap Join. (Do

not use the Conference key after the third participant has joined.)

Note: If you have joined a conference call on a Polycom phone, (in other words, if you did not initiate the conference call)

to add another member you must tap Join instead of tapping Conference.

You can also tap Join to join together one held and one active call.

Directory

Tap Directories to open the screen.

Favorites – Numbers you add to this list appear as softkeys in Lines view.

Recents – Shows your recent calls.

To save a recent call to your Directory,

1In Home view, tap Directories.

2Tap Recent.

3Tap the Information icon beside the entry that you want to save.

4Tap the Edit icon. Edit the name and any other information.

5Tap Save.

MAXCS 7.5 Polycom VVX User Guide Page 6

To manually enter a contact,

1Tap Directories.

2Tap the plus sign.

3Enter the information and tap Save.

If you need to update information in the Directory, find the entry and tap the pencil icon to edit the fields.

Favorites (Speed Dial)

Favorites are like Speed Dial entries. When you add a contact as a Favorite, you add a softkey for that contact to the

phone’s Lines view.

1In Home view, tap Directories.

2Tap the entry in your Directory.

3Tap Add to Favorites.

4Tap again to accept the assigned softkey slot.

The contact will now appear in Lines view.

To add a recent caller as a Favorite,

1In Home view, tap Directories.

2Tap Recent.

3Tap the Information icon beside the entry that you want to save.

4Tap Add to Favorites.

5Tap again to accept the assigned softkey slot.

Multiple Call Handling

(To handle multiple calls, your Administrator must enable your Enable Multiple Call Waiting or Enable Live Call Handling

option.)

Your Polycom phone can handle multiple calls in a ‘queue.’ You can switch from one call to another, and even join several

queued calls into a conference call.

MAXCS 7.5 Polycom VVX User Guide Page 7

If you are on a call and a second call comes in, the call will appear on your phone in a ringing state. After no answer, the call

will go into a waiting queue; you will see the call in Lines view.

To accept the incoming call and place the current call on hold, tap Answer.

To send the incoming call to your extension’s “Ring No Answer” handling rule, tap Reject.

Station Login

If you have several work locations with phones assigned to you, you can switch your extension between them as needed.

For example, you may have one phone at work and one phone at home.

To switch your extension to your other phone,

1On the Polycom phone, tap #17.

2When prompted, enter your extension and password.

MAXCS will verify your credentials, log your extension off of the previous phone, and then reboot this phone.

Note: The #17 feature requires a SIP-Tie trunk to communicate with the server.

Working with MAXCS Clients

You can perform many actions via your phone or via MaxAgent (or another client). Whichever device you initially use, you

must continue using that device until all calls drop or only one call is connected.

For example, if you put a call on hold via MaxAgent, to resume the call use MaxAgent. Likewise, if you answer multiple calls

via your phone, to release calls (or perform other actions), use your phone.

MAXCS 7.5 Polycom VVX User Guide Page 8

Voicemail

To hear voicemail messages,

1In Home view, tap Messages and Message Center. (Or tap the envelope in the upper

corner.) Some models have a Voicemail key.

You see a breakdown of Urgent, New, and Old messages.

(The Old message count on Polycom phones is equivalent to MAXCS Total – MAXCS New.)

2Tap Connect.

3Enter your password and respond to the prompts in the voicemail system.

Advanced Features

In order to use the following features, your administrator must have already assigned a Polycom Advanced Features license

to your extension.

DND Synchronization (Advanced License required)

When you toggle Do Not Disturb mode on and off via the phone display or via MaxAgent or another client, all devices and

clients will synchronize the DND status.

When you tap DND, the line icon in Home view shows a red circle.

To turn DND off, tap the DND softkey on the phone or turn it off via your MAXCS client.

Line Monitoring / BLF (Advanced License required)

If your administrator configured your extension to monitor other extensions, you will see those monitored extensions as

softkeys in Lines view.

MAXCS 7.5 Polycom VVX User Guide Page 9

•Red LED - That extension is connected to a call (or the extension is not registered with MAXCS yet)

•No LED - That extension is idle

•Green flashing LED – That extension is ringing

When a monitored extension is ringing, tap its softkey once to pick up the call. Tap only once - tapping twice will connect

and then immediately disconnect the call.

If your Administrator configured a “Splash Display” feature for you, you will briefly see an alert on your phone when the

monitored extension rings.

You can call a monitored extension by tapping it.

When a monitored extension is ringing, you can take these actions (if the administrator enabled the Splash Ring feature for

you):

•Tap Pickup to answer the incoming call

•Tap Ignore to dismiss the ring display and silence the ring

•Tap Silence to silence the ring

Line Park (Advanced License required)

To park a call,

1While on a call, press the Home button to switch to Home view.

2Tap any Line Park softkey to park the call on that line. Note that you will not hear a confirmation announcement.

MAXCS 7.5 Polycom VVX User Guide Page 10

If your Administrator configured a “Splash Display” feature for you, you will see an alert with the caller name, and you

may hear a ring tone for a few seconds.

While a call is parked:

•The Line Park softkey will flash green.

•You can tap and hold that Line Park softkey to reveal the Caller’s information.

•You can tap Ignore to dismiss the ring display and silence the ring, or tap Silence to silence the ring.

3When you are ready to retrieve a parked call, tap Pickup.

Transfer a Line-parked Call

Note: When transferring calls to or from a Polycom phone, in some scenarios the Caller ID will show as your ID

instead of that of the original call.

See the discussion on page 4 about Supervised transfers versus Blind transfers. The same guidelines apply when transferring

line-parked calls: to speak with the recipient, use a Supervised transfer; in all other scenarios, use a Blind transfer.

To transfer a line-parked call in cases where you need to speak with the recipient before releasing the call (a Supervised

transfer), follow this procedure:

1After picking up the call, tap Transfer.

2Tap More. Tap Number.

3Enter the extension number or choose the number from the Directory or Favorites list.

4After speaking with the recipient, tap Transfer.

To perform a Blind transfer:

1After picking up the call, tap Transfer.

2Tap Blind. (On some VVX models, you must tap More and then tap Blind.)

3Enter the extension number or choose the number from the Directory or Favorites list.

4Hang up; the call will automatically transfer. You do not need to wait to hear ringing on the line.

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