Polycom VVX 500 Guide
Graff Diamonds USA [ 1 ]
Using Your Polycom Phone
This is an abridged guide specific for Graff Diamonds employees and will not cover
the full scope of the phone. It will also take some liberties with steps that are deemed
to be common knowledge. If you are interested, you can find full manuals at:
VVX 500:
https://enterprise.vonage.com/TrainingPdfs/VVX500_QUG.pdf
VVX 400:
http://support.polycom.com/global/documents/support/user/products/voice/VVX_400_
410_UserGuide_UCS_4_1_4.pdf
This guide is written using pictures from the VVX 500 (touch screen) model, but all
steps will be available and identical with the VVX 400 model.
Phone Models
Each office has two types of phones.
VVX 400 VVX 500
The only difference between these models is that the VVX 500 is touch screen,
whereas the VVX 400 uses the menu wheel found on the right side of the phone.
Using Your Polycom Phone
Graff Diamonds USA [ 2 ]
Placing a Call
You can place a call one of two ways:
Enter the call number and pick up the handset. Your call will dial
automatically.
Pick up the handset, enter the call number, and press the green dial
button.
Speaker Mode: During a call you can press the speaker icon to place the call
on speaker. While on speaker mode, you can place the handset on hook and the call
will continue without hanging up. Press the speaker icon again to disable speaker
mode.
Mute Mode: During a call you can press the mute icon to mute sound coming
from your side of the call. Press the mute icon again to re-enable sound when ready.
Answering Multiple Calls
When on a call and you receive a second call, your screen will display information
for the new caller. If you Answer their call, your current call will be placed on hold.
You can also Reject, Ignore, or Forward the second caller while still on the phone
with your first caller.
Using Your Polycom Phone
Graff Diamonds USA [ 3 ]
When you have multiple calls at the same time, you can see the status of each call
from your main screen. You can press the home icon to cycle between the main
screen, the call screen, and the menu screen.
Putting a Call on Hold
When on a call, press the Hold button in the bottom-left corner of the call screen to
place the caller on hold. To resume the call, press the Resume button.
Transferring a Call
There are two types of transfers: Hot Transfers and Blind Transfers.
A Hot Transfer is for when you want to talk to the receiving line before
transferring the caller through. You will generally use this type of transfer if you
want to make sure the receiving line is available or not.
A Blind Transfer is for when you want to transfer the caller and don’t care if the
receiving line answers or not.
Using Your Polycom Phone
Graff Diamonds USA [ 4 ]
During an active call, press the Transfer button. Your caller will immediately be
placed on hold.
If you decide to cancel the transfer on this screen, press the red disconnect button.
(This will not hang up your on-hold caller; it will instead take them off hold and
return you to your original call.)
To place a hot transfer, enter the receiving line’s number and press the green
call button. You will ring the receiving line. When you are ready –usually after
speaking with the receiving line –you can press Transfer again to connect the
original caller and the receiving line.
To place a blind transfer, click on the blind button on the top-right corner of the
screen (where it says “URL”in the picture above). Then enter the receiving line’s
number and press the green call button. Your caller will immediately be
transferred and you can hang up.
To dial a voicemail, perform a blind transfer and enter * before the receiving line’s
number. For company phone numbers, putting * before a number will always dial
directly to that number’s voicemail, even when placing a regular phone call.
Using Your Polycom Phone
Graff Diamonds USA [ 5 ]
Starting a Conference Call
While on a call, press the Confrnc button. (With the VVX 400, you will need to
press More and then the Confrnc button.) Your caller will be placed on hold.
If you decide to cancel the conference call on this screen, press the red disconnect
button. (This will not hang up your on-hold caller; it will instead take them off hold
and return you to your original call.)
Otherwise, enter the second number and press the green call button to call
them.
After speaking with the second caller, press the Confrnc button again to conference
the two numbers together. You can only have three total lines on a conference call
at any time, including your own.
Using Your Polycom Phone
Graff Diamonds USA [ 6 ]
Do Not Disturb
At any time while you are not on a call, press the DND button from the main
screen to enable Do Not Disturb mode. Press DND again to disable Do Not Disturb
mode.
While on DND, all calls to you will go directly to voicemail. You will see your Status
change in the top-right corner of the screen directly beneath the time.
Call Forwarding
Call forwarding will redirect all callers to your line to a number you specify. If you
are part of a ring group that answer for your store’s main number, call forwarding
will not affect the main line: it will only affect your specific extension. Changes to
your main line need to be requested to Elliot or Pinkal.
While not on a call, select Forward from the main screen. (If you have control of
multiple lines –which most phones do not –then you will need to select the specific
extension that you want to enable call forwarding.)
Using Your Polycom Phone
Graff Diamonds USA [ 7 ]
There are three different types of call forwarding that you can enable:
1) Always –all calls coming to you will go to your forwarded line.
2) No Answer –only calls that you don’t answer will go to your forwarded
number; they will still ring on your office line first.
3) Busy –only calls that come in while you are either on a call already or in do
not disturb mode will go to your forwarded number.
You can see your status for each on this screen as either Enabled or Disabled.
Select one of the three modes as necessary. Then enter the forwarded number and
select Enable. Call forwarding will begin automatically. To disable it, follow the
same process as above: the Enable icon will now say Disable.
Voicemail
To check your voicemails, click on the home icon then select Messages. This
will dial your voice mailbox, where you can follow the prompts to listen to messages,
change your greeting, or change your PIN.
If you cannot remember your mailbox PIN, please reach out to either Elliot or
Pinkal.
Call Directory (Recent Calls)
On your phone, click on the home icon , select Directories, and then select
Recent Calls...
Using Your Polycom Phone
Graff Diamonds USA [ 8 ]
You will see a list of all recent calls. indicates an outgoing call, indicates
an incoming call, and indicates a missed call.
You can press the info icon on the right side of an entry (or the left-side push
button that corresponds up with the entry on the VVX 400) to see detailed
information about the call or to call them back.
Adding Favorites
On your phone, click on the home icon , select Directories, and then select
Contact Directory...
In your Contact Directory, select the plus icon + in the top-right corner of the
screen. (This will say Add on the VVX 400.)
You will get a pop up requiring you to enter certain information about your contact.
The only fields you need to enter are First Name, Last Name, and Index number.
The Index number determines which contacts show up in which order on your main
screen. When finished, choose Save in the bottom-left corner of the screen.
Using Your Polycom Phone
Graff Diamonds USA [ 9 ]
Your favorite contacts will show up on the phone’s main screen. They can be dialed
automatically by clicking on them (or using the push buttons on the side of the
screen in the VVX 400). They will also show up in the Favorites section when
trying to transfer or create a conference call.
You can only have a maximum of 9 favorites at any time.
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