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Getting started for Polycom phones

Welcome to your new Polycom phone. The following sections guide you through basic voicemail management and call handling for your device.

Set up your voicemail

Setting up your voicemail box ensures that callers can leave you a voice message when unable to get ahold of you.

When you get your new voicemail box, sign in and create a password and record your greeting. You can record a custom greeting for your voicemail or use the default greeting ("the person at extension NNNN is not available...").

A personalized greeting lets you give additional information to your callers and encourage them to leave you a message.

You can set up your voicemail from your phone and on the desktop app.

On the desktop app

To set up your voicemail: 

  1. On the desktop app, click the Calls tab and then click the Voicemails tab.

    The panel displays a message that voicemail is not set up.

  2. Click Setup your voicemail. This dials in to voicemail.

    If it does not connect, use the dialpad to dial *98, and then click the Call button.

  3. When the call connects, on the Current call panel, click the Dialpad button to show the keypad so that you can respond to voicemail prompts.

  4. If prompted for your mailbox number, enter your extension (normally, the last four digits of your phone number), and then press #.
  5. Follow the voice prompts to set up your voicemail password:
    • Enter your new password (minimum of 4 digits) on the number keypad and press #.
    • Enter the new password again to confirm it, and then press #.
  6. Follow the prompts to record your new greeting:
    • At the tone, say your new greeting. Press any key when done or just stop talking.
    • Press 1 to save the recording, press 2 to listen to the recording, press 3 to re-record your greeting.
  7. Once saved, you receive a confirmation that your voicemail box is set up.

On your phone

To set up your voicemail:

  1. Dial *98 on your company phone, or select Messages.

    Messages might be a button, an option on the touch screen, or a soft key next to the LCD screen.

  2. If prompted for your mailbox number, enter your extension (normally, the last four digits of your phone number), and then press #.
  3. Follow the voice prompts to set up your voicemail password:
    • Enter your new password (minimum of 4 digits) on the number keypad and press #.
    • Enter the new password again to confirm it, and then press #.
  4. Follow the prompts to record your new greeting:
    • At the tone, say your new greeting. Press any key when done or just stop talking.
    • Press 1 to save the recording, press 2 to listen to the recording, press 3 to re-record your greeting.
  5. Once saved, you receive a confirmation that your voicemail box is set up.

See the Voicemail Quick Reference for a full list of commands for managing messages, settings, and your greeting.

Check your voicemail

If someone leaves you a message, you can access your voicemail messages from your email or your phone. 

When you receive a new voicemail, the phone plays an alert, the power LED indicator flashes red, a message icon displays in the status bar, and a message displays on the screen with the number of voicemails you have.

Check messages on your phone

To listen to messages:

  1. Dial *98 on your company phone, or select Messages.

    Messages might be a button, an option on the touch screen, or a soft key next to the LCD screen.

  2. If prompted for your voicemail box, enter your extension (normally, the last four digits of your phone number), and then press #.
  3. If prompted for your voicemail password, enter your password, and then press #.
  4. Press 1 to play the first new message.
  5. When finished listening to the message (or while it is playing), select what you want to do. Press:
    • 7 to delete the message and go to the next voicemail
    • 1 to save it
    • 2 to replay it
    • 3 to forward it to someone else
  6. When finished listening to your messages, hang up.

    The message waiting indicators on your phone are dismissed.

See the Voicemail Quick Reference for a full list of commands for managing messages, settings, and your greeting.

Check messages remotely 

If you aren't at your own desk, you can pick up your voicemail from another phone. Either:

  • Call your company phone number, and during the voicemail greeting press *.
  • From a co-worker's phone, dial *97 and then enter your mailbox number.

Check messages through email 

With voicemail to email, you can listen to your messages anywhere you can access email - from a mobile phone, tablet, or computer. When you receive a new message, the system sends an email with an audio file (MP3 or WAV) containing the voicemail message. Just open the email and click the attached file to listen to the message.

You cannot delete a voicemail message via email.

Place a call

You can easily place calls inside and outside your company. You don't need to dial 9 to reach an outside line, and you don't have to dial 1 for long distance calls.

VoIP phone calls travel across the Internet (and not copper wires the way old landline calls do), so there isn't a difference between a local (nearby) area code and a long distance one. As long as you are calling within the US and Canada, just dial the 10-digit phone number.

On the desktop app, click the Calls tab and then use the dialpad; or call someone from your company directory.

To place a(n):

  • Call within your company, dial the four-digit extension.
  • Call within the United States or Canada, dial the area code + phone number.
  • International call, dial 011 + country code + area code + phone number.

Place a call on hold

You can place an active call on hold and resume the call when you are ready. When you place a call on hold, your company hold music or message plays to the waiting party.

To place a call on hold:

  • On the touch screen, tap or press Hold.

    Hold might be a button, an option on the touch screen, or a soft key by the LCD screen.

    A hold icon is displayed next to the phone line.

To resume a held call:

  • On the touch screen, tap or press Resume. If you have more than one call on the line, select the one to resume from the list of calls, and then tap or press Resume.

Switch between calls

You can switch between your currently active call and an incoming call or call on hold at any time. When you are in an active call and an incoming call arrives on the phone, the call waiting tone beeps and the incoming call information is displayed.

On your phone, in the calls list, select the call on hold and tap or press Resume. The active call is placed on hold, and the call previously on hold becomes active again. For more than two calls, navigate up and down in the calls list to locate the call you want to resume. Select it in the list and then tap or press Resume.

Start a conference call

You can add another person to your current call to initiate a conference call.

To add another person to your call:

  1. While on a call, on the touch screen, tap or press Confrnc.

    The current call is placed on hold.

  2. Call a second person to add to the conference; either:
    • Direct dial the other person's number
    • Select someone from your recent calls or directory
  3. When the new person answers, tap or press Confrnc again. All call participants are added to the conference call.

To merge a currently active call and a call on hold, do either of the following:

  • When you have an active call and a single call on hold, tap or press More and then tap or press Join.
  • When you have an active call and more than one call on hold, select the call you want to add, and tap or press More and then tap or press Join.

The active call and the selected call on hold are joined into a conference. If you have multiple calls on hold, the other calls on the line remain on hold.

Transfer a call

There are two types of phone transfer: blind and attended (consultative). Use a blind transfer to save time or an attended transfer to speak to the person receiving the call transfer prior to transferring the call.

To transfer a call:

  1. On your phone, tap or press Transfer to use the default transfer type. Or tap or press and hold Transfer to use the non-default transfer type.

    Transfer might be a button, an option on the touch screen, or a soft key by the LCD screen.

  2. If using the non-default transfer type, tap or press More, and then tap or press Blind or Consultative.
  3. Complete one of the following:
    • Dial a number.
    • Select a contact from the call lists or directory instead of entering a number.
  4. If the transfer type is set to:
    • Blind, the call is transferred immediately.
    • Consultative, tap or press Transfer after speaking with your contact.

To cancel a transfer in progress:

On your phone, tap or press Cancel. The call is not transferred and returns to being the active call.

Silence incoming calls

You can turn on Do Not Disturb (DND) mode on your phone to prevent your phone from ringing and reject all incoming calls automatically. All calls you receive in DND mode are logged in your phone's call list or history and the incoming caller still has the option to leave a voicemail.

Note: The DND feature cannot be enabled or disabled on the desktop app. However, if DND is enabled, then the desktop app will not ring or show the incoming call notification.

To activate/deactivate DND mode:

  • On your phone, select DND.

    DND might be a button, an option on the touch screen, or a soft key by the LCD screen.

The DND icon appears in the status bar when activated.

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