Polycom SoundPoint IP 331 User manual

Polycom 2-Line Desk Phone Quick Reference Guide

IP331 / IP335

Updated October 30, 2014

Table of Contents

1. Getting Started................................................................................................................................. 3

1.1 Installing / Hooking Up Your Device ................................................................................................... 3

1.2 Activating Your Device and Line of Service......................................................................................... 4

1.3 Setting Up Your Voicemail Box ........................................................................................................... 4

2. The Basics.......................................................................................................................................... 4

2.1 Changing Your PIN .............................................................................................................................. 5

2.2 Placing Outbound Calls....................................................................................................................... 5

2.3 Handling Inbound Calls ....................................................................................................................... 6

2.4 Volume and Mute Controls ................................................................................................................ 7

2.5 Checking Voicemail............................................................................................................................. 7

2.6 Handling Call Waiting.......................................................................................................................... 7

2.7 Utilizing Speakerphone....................................................................................................................... 8

2.8 Transferring Calls In Progress ............................................................................................................. 8

3. More Features .................................................................................................................................. 9

3.1 Placing / Retrieving Calls On Hold....................................................................................................... 9

3.2 Placing / Retrieving Calls On Park....................................................................................................... 9

3.3 Forwarding Calls ............................................................................................................................... 10

3.4 Utilizing the Directory....................................................................................................................... 11

3.5 Full List of Features........................................................................................................................... 12

4. Additional Support ........................................................................................................................ 13

4.1 Utilizing the Knowledge Base ........................................................................................................... 13

1. Getting Started

Your Polycom 2-Line Desk Phone

(IP331/IP335) is a full-featured, Voice-Over-IP

(VoIP) phone with unique features accessible

both on the device itself, and online.

We have developed proprietary software that

your phone will download when you plug it in to

your local network with access to the Internet.

To get started, here is a quick, 3-step process

to start using your new phone:

1. Installing / Hooking Up Your Phone

2. Activating Your Phone and Line of

Service

3. Setting Up Your Voicemail Box

1.1 Installing / Hooking Up Your Device

This Quick Reference Guide will cover the basic steps to hook up your phone. You may

also refer to the Quick Install Guide, which is included in the box.

The first-time setup of the phone will involve downloading files from the Internet. Please

allow 4-5 minutes for the phone to download its configuration when it is first connected.

1. Remove the following equipment from the box:

oThe desk phone, ostand,

ohandset, opower cable,

oRJ-9 handset cable, oand

RJ-45 Ethernet cable.

2. Using the RJ-9 handset cable, connect the phone’s handset to the port on the

back of the phone labeled “Handset.” Caution: Be sure to avoid accidentally

plugging the handset into the port labeled “Headset.”

3. Using the RJ-45 Ethernet cable, connect your phone to your Local Area Network.

Plug the cable into the port labeled “LAN” on the back of your phone.

4. Using the power cable, connect the phone to an electrical outlet.

5. Attach the stand to the phone so that the stand rests firmly on a flat surface, with

the cables running between the phone and the stand.

6. Allow 4-5 minutes for the phone to download its configuration files.

7. When ready, the phone will display its extension number and the current date

and time.

Problems installing or hooking up your phone? Refer to the ‘Additional Support’ section.

1.2 Activating Your Device and Line of Service

NOTE: Activating a Line of Service will immediately begin the billing for that Line of

Service.

Activating Lines

1. Log in to your Control Panel, and select Manage Voice Services.

2. Click on the “Activation” tab.

3. Under “Line Activation”, select the checkbox for one or more Lines of Service,

and press the “Activate” button.

Activating Phones

If you have purchased your phone from us, then these steps are not required.

If you are adopting a phone that you have purchased yourself through the Bring Your

Own Phone (BYOP) program, then your phone will require activation through Control

Panel.

1. Log in to your Control Panel, and select Manage Voice Services.

2. Click on the “Activation” tab.

3. Under “Phone Activation”, enter the MAC Address(es) of the pre-purchased

phones.

4. When all MAC Addresses have been entered, press “Save Changes”.

1.3 Setting Up Your Voicemail Box

Recording an Outbound Voicemail Greeting

1. Press the Message soft key.

2. Press 1 for Messages.

3. Press the Connect soft key.

4. Enter your PIN when prompted. The first-time PIN is ‘0000’.

5. Follow the prompts to set up the following:

a. Your new PIN

b. Your recorded name

c. Your outbound voicemail greeting

2. The Basics

This section provides quick, step-by-step instructions for many of the most-used features of the

phone, including placing and receiving calls, placing callers on hold, changing call volumes, and

more.

2.1 Changing Your PIN

Changing the PIN from the phone

Note that this PIN is used for checking voicemail, logging into Command Mode, and logging

into the Teleweb for your phone. Changing the PIN in one place will take effect in all of

those places.

1. Press the Menu button.

2. Press 1 for Features.

3. Press 1 for Messages.

4. Press 1 for Message Center.

5. Press the Connct soft key.

6. Enter your PIN when prompted.

7. Select option 8for User Options.

8. Select option 3to Change the PIN.

9. Enter the new PIN when prompted.

Your new PIN:

•Must be between 6 and 10 numeric-only digits

•Must not start with “0”.

•Must not contain sequential digits, such as “123”.

•Must not contain repeating digits, such as “111”.

You can also reset your desk phone’s PIN online.

2.2 Placing Outbound Calls

When the phone is not in use

1. Pick up the handset or press the speakerphone button.

2. Dial your desired party's 3-digit extension number or phone number.

When you are already on a call

1. To place your current caller on hold on Line 1, and get dial tone for an outbound

call on Line 2, press the "Line 2" button while the second line is not in use..

2. Dial your desired party's 3-digit extension number or phone number.

3. You can resume the original call by pressing "Line 1" button again.

2.3 Handling Inbound Calls

When an inbound call rings on a Polycom 2-Line Desk Phone, the screen will display soft

keys with the options to "Answer", "Reject", or “Ignore” the call.

If the phone is currently idle, the phone will ring at the set volume. If the phone is

currently in use, then a second incoming call will be indicated by a call waiting beep.

Answering an Inbound Call…

…On The Handset

•Pick up the handset to answer the call, and begin speaking.

…On A Headset

•When a headset is connected to the Headset jack, press the "Answer" soft key to

answer calls on the headset.

…On Speakerphone

•Press the Speakerphone button (or the "Answer" soft key) to answer the call, and

begin speaking.

Rejecting an Inbound Call

•Press the "Reject" soft key to immediately send the caller to the phone's No Answer

Forwarding destination (default: voicemail).

Ignoring an Inbound Call

•Press the "Ignore" soft key to send the caller to the phone's No Answer Forwarding

destination (default: voicemail). The caller will first continue to hear ringing for

the specified amount of time, defined in the phone’s No Answer Forwarding

settings.

2.4 Volume and Mute Controls

Adjusting Volumes

In-Call Volumes

•While on a call, press the “+” and “-” buttons to make your own and/or the other

party’s volumes louder or softer as desired.

Ringer Volume

•While the phone is not in use, press the “+” and “-” buttons to adjust the volume of

the ringer on the phone.

Using Mute

1. To mute the microphone on an active phone call, press the Mute button.

2. To un-mute the line, press the Mute button again.

2.5 Checking Voicemail

To access new voicemails on a Polycom 2-Line Desk Phone…

1. Press the Menu button.

2. Press 1 for Features.

3. Press 1 for Messages.

4. Press 1 for Message Center.

5. Press the Connct soft key.

6. Press 1 to listen to Voicemails.

2.6 Handling Call Waiting

When an inbound call rings on a Polycom 2-Line Desk Phone, the screen will display soft

keys with the options to either "Answer" or "Reject" the call. You will also hear a single tone

emitted by your phone, either through the handset, or through the speakerphone.

To Answer The Second Call

1. Press the flashing "Line 2" button to access that call. The current call will be

placed on hold on Line 1.

2. Once the second call has ended, the phone will display the option to resume the

original call with the "Resume" soft key. Alternatively, you can press the flashing

“Line 1” button to resume the first call.

To Reject The Second Call

•Press the “Reject” soft key to immediately send the caller to the phone’s No

Answer Forwarding destination (default: voicemail).

•Your original call will continue uninterrupted.

To Ignore The Second Call

•Press the "Ignore" soft key to send the caller to the phone's No Answer Forwarding

destination (default: voicemail). The caller will first continue to hear ringing for

the specified amount of time, defined in the phone’s No Answer Forwarding

settings.

•Your original call will continue uninterrupted.

2.7 Utilizing Speakerphone

While the phone is not in use

•Press the speakerphone button to activate the speakerphone and get dial tone for

an outbound call.

While on a call on the handset / headset

•Press the speakerphone button to continue the current call on the speakerphone.

While a call on speakerphone is active

•To hang up the current call, press the speakerphone button.

2.8 Transferring Calls In Progress

Blind Transfers

1. While on a call, press the Trnsfr soft key.

2. Press the Blind soft key.

3. At the sound of the dial tone, dial the desired phone number or extension number.

4. The call is automatically transferred, and you may now safely hang up the phone.

Attended Transfers

1. While on a call, press the Trnsfr soft key.

2. At the sound of the dial tone, dial the desired phone number or extension number.

3. Wait for the terminating party to answer, and tell the terminating party that you

are transferring the call to them.

4. Hang up the phone to perform the transfer.

3. More Features

3.1 Placing / Retrieving Calls On Hold

Placing Calls On Hold

•While on a call, press the Hold button.

Retrieving Calls On Hold

•Press the Resume soft key to resume the holding call on that line OR

•Press the Line button with the red flashing light, indicating that a

call is holding

3.2 Placing / Retrieving Calls On Park

Placing Calls On Park

Method 1

1. While on a call, press the More soft key, followed by the Park soft key. (The

default Call Park Group Number is ‘9000’.)

2. Listen and watch for the Call Park Slot Number that the caller was parked on (For

example, this might be ’9001’, ‘9002’, or etc.). Make note of this Call Park Slot

Number. If the code is forgotten, there is no other way to retrieve the caller on

Park.

Method 2

1. While on a call, transfer the caller to the desired Call Park Group Number. (The

default Call Park Group Number is ‘9000’.)

2. Listen and watch for the Call Park Slot Number that the caller was parked on (For

example, this might be ’9001’, ‘9002’, or etc.). Make note of this Call Park Slot

Number. If the code is forgotten, there is no other way to retrieve the caller on

Park.

Retrieving Calls On Park

•To be connected to a parked caller, pick up the phone, and dial the desired Call Park

Slot Number.

3.3 Forwarding Calls

The Polycom 2-Line Desk Phone has three different settings that control call forwarding

for different scenarios. They are:

•“Always Forward” –Forward all inbound calls without ringing the desk phone first

•“Forward On Busy” –Forward inbound calls when the desk phone is busy (on both

lines)

•“Forward On No Answer” –Forward calls when the desk phone rings, but is not

answered.

In this section discussing the Call Forwarding settings, we’ll show you:

•Where to locate the settings,

•What the settings do,

•How to toggle the settings On/Off,

•How to change where calls are forwarded, and •How to change the number of

rings before transferring.

Where to Locate the Settings

1. Press the Menu button

2. Press 1for Features

3. Press 3for Forward

What the Settings Do

“Always Forward” will send all inbound calls directly to the Forwarding Number without

ringing the desk phone first.

•By default, this feature is toggled OFF.

“Forward On Busy” will send inbound calls to the Forwarding Number if both of the

phone's 2 lines are in use.

•By default, this feature is toggled ON and calls will be forwarded to the phone's

Voicemail.

“Forward On No Answer” will send inbound calls to the Forwarding Number if the call is

unanswered after a specified number of seconds.

•By default, this feature is toggled ON and calls will be forwarded to the phone's

Voicemail.

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