Polycom VVX 250/350/450 – User Guide

Rick OrtizHelp Topics, Phones and Voicemail

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What you need to know:

Learn the basics of using your Polycom VVX 250/350/450 desk phone.

Introduction

Learn the basics of using your Polycom VVX 250/350/450 desk phone. The following topics will help you with common questions related to using your Polycom phone. Please note: The examples and screenshots below are using the VVX 350 model; however, the instructions for performing the tasks are the same across both the VVX 250, 350, and 450 model phones.


1.

Phone Overview

2.

Lines View

The Lines View is your phone’s default display, which allows you to select a phone line, view calls on a shared line, or allows you to quickly call a contact that is listed as a favorite.

3.

Home View

The Home View is displayed by pressing the Home key. From here, you can initiate new calls and access your messages, Directories, Do Not Disturb, and Call Forwarding features, as well as the phone’s settings and applications.

4.

Feature Keys

The feature keys are the ones that you will use most often. They include the following:

Home Key – Press the Home key from any screen to display the home view. From the home view, press to display other phone views. If your phone is idle, press to display the lines view.

Headset Key – This key enables you to place and receive calls through a headset. The key glows green when an analog headset is activated. The key glows blue when a USB or Bluetooth headset is activated.

Speakerphone Key – This key is used to place and receive calls using the speakerphone. The key glows green when activated.

Mute Key – Use this key to mute local audio during calls and conferences. The key glows red when activated.

Transfer Button - This key is used to transfer, or send calls to another person.

Hold Button- Use this key to place active calls on hold.

5.

Placing Calls

To place a call:

  1. Dial the number.
  2. Pick up the Handset.
  3. Press the Speakerphone or Headset key.

6.

Answering Calls

Depending on your preference, there are multiple ways to answer an incoming call. 

  • To answer a call with your Handset, lift the receiver to connect to the call.
  • To answer a call via speakerphone press the Speakerphone button.
  • To answer a call via headset feature press the Headset button. 
  • You can press the Answer softkey to receive the call. When selected, the call is answered using your speakerphone.

To answer an incoming call when you’re already on an active call:

  1. Press the Answer softkey.
  2. Your first call will automatically be placed on hold.
  3. To retrieve your first call, use the navigation arrows to scroll to that call. 
  4. Then, press the Resume softkey. 

7.

Hold

To put an active call on hold:

  1. Press the Hold button or the Hold softkey.
  2. To resume the call, press the Hold button again or the Resume softkey.

If you have more than one call on hold, using the navigation arrows, select the call you wish to reconnect with and press the Resume softkey.

Note: If you have the music-on-hold option assigned to your profile, calling parties put on hold will hear music while they wait for you to return to the call.

8.

Mute

To place a call on mute, while on an active call, press the Mute button. To unmute a caller, press the Mute button again.

9.

Call Transfer

Blind Transfer

A Blind (or unannounced) Transfer takes place when you transfer a call to someone else without announcing the call first.
 
To conduct a blind transfer while on an active call:

  1. Press the Transfer button or softkey.
  2. Press the Blind softkey.
  3. Dial a number or choose a contact from the call list or directory.

The call is immediately transferred.

Consulted Transfer

A Consulted (or announced) Transfer is performed when you announce the call to the recipient prior to transferring the call. 

To conduct a consultative transfer while on an active call:

  1. Press the Transfer button or softkey.
  2. Enter the destination to which you wish to transfer the call.
  3. Press the Send softkey. The caller is automatically placed on hold.
  4. Once the receiving party answers, announce the call.
  5. To complete the transfer, press the Transfer button or softkey again.

Direct-to-Voicemail Transfer

A Direct-to-Voicemail Transfer is performed when you wish to transfer a call directly to another user’s voicemail.

To conduct a Direct-to-Voicemail Transfer, while on an active call:

  1. Press the Transfer button or softkey.
  2. Enter Star (*) 55 on the keypad and then enter the Extension followed by the pound (#) key.
  3. Press Transfer again to complete the voicemail transfer.

10.

Three-Way Conference Call

To initiate a Three-Way Conference Call, while on an active call:

  1. Press the More softkey.
  2. Press the Conference softkey. The first call is then held.
  3. Dial the second number. 
  4. When the second party answers, press the More softkey.
  5. Press the Conference softkey again to connect the calls.

11.

Do No Disturb

The Do Not Disturb feature is used to send all incoming calls directly to Voicemail. To enable Do Not Disturb, from the main screen, press the More softkey, followed by the DND softkey.

You can also enable Do Not Disturb by pressing the Home button. Use the Down Navigational arrow to locate the DND icon and press Select. You will see the Do Not Disturb icon by your extension line appearance, indicating that the feature has been enabled. 

Once Do Not Disturb is enabled, calls cannot be received until you disable the feature. To disable this feature, repeat the previous steps.

Note: The Do Not Disturb button may work differently, depending on how your extension has been configured by your administrator. For instance, in some cases when you enable DND it will impact incoming calls not only to your desk phone but also to your other connected devices.

12.

Call Forwarding

By default, calls that are not answered will go to voicemail. To forward calls to a destination other than voicemail, enable call forwarding or change your voice portal busy or no answer setting.

To enable this feature:

  1. Press the More softkey
  2. Press the Forward softkey or the Home button
  3. Select Forward
  4. Select the type of forwarding option you would like to enable.
    1. Call forwarding always
    2. Call forwarding no answer
    3. Call forwarding busy
  5.  Enter the phone number you wish to forward calls to in the contact field and select Enable.

When configuring call forwarding no answer, you must select the number of rings the caller will hear before the call is forwarded.

To configure:

  1. Select Forward
  2. Select Call forwarding no answer
  3. Enter the number to which to forward calls to in the contact field, then select the number of rings field and enter the desired number of rings.
  4. Select Enable

To disable call forwarding, select the forwarding service to disable, then select Disable.

13.

Call Park

To park a call, while on an active call:

  1. Select Transfer.
  2. Enter Star (*) 68, and enter the extension on which you wish to park the call, followed by the Pound(#) key.

Retrieving Parked Calls

Parked calls can be retrieved from any phone within the office. To retrieve a parked call:

  1. Dial Star (*) 88.
  2. When prompted, dial the extension number on which the call was parked, followed by the  Pound(#) key.

14.

Enhanced Call Park

Enhanced Call Park is used to park and retrieve calls between users within the same organization using the line keys on your desk phone.

  1. When receiving an incoming call, press and hold the Park Softkey. This will park the call on one of the call park lines. If done correctly, a parked symbol is shown on the line the call was parked.

The call can be retrieved from your phone or any other phone by pressing and holding the associated line key, and then pressing the Retrieve softkey.

If the call is not picked up within the configure timeout period, the call will ring back. Press the Answer softkey to retrieve the callpark that timed out.

15.

Accessing Call History

Call history can be viewed from the recents list or by using the navigation arrows.

  1. Press the down arrow to access your call lists.
  2. Press the Type softkey to change between your call lists.
  3. Choose the list you wish to view and press Select.

From the Home View:

  1. Use the navigation arrows to select the Directory icon.
  2. Select Recent calls.
  3. To dial a number, find the desired number and press the Dial softkey.

16.

Adding Contact to Directory from Call History

To create a new contact from the call history list from the Home View:

  1. Use the navigation arrows to select Directory.
  2. Select Recent calls.
  3. Select the caller you wish to add.
  4. Press the Info softkey, then press Save to add the caller to your directory.

To edit the contact’s information:

  1. Use the navigation arrows to scroll to the field you wish to edit.
  2. Enter the information, then press Save to save your changes.

Adding Contacts

To add a contact, from the Home view:

  1. Use the navigation arrows to select Directories.
  2. Then select Contact Directory
  3. Press the Add softkey.
  4. Using the keypad enter the contact’s first name, last name, phone number and job title.
  5. You can also set a contact to Favorite from here, this will allow you to dial them from the line buttons on your phone screen.
  6. Your top 4 favorites, labeled 1-4, are viewable as a line option on your phone's screen. 
  7. When finished, press Save to save the contact.

17.

Voicemail

Voicemail Setup

To set up your voicemail for the first time:

  1. Dial your extension and use your handset to activate the call or press the Dial softkey to utilize the speakerphone.
  2. Enter your default passcode, followed by the Pound (#)  key.
  3. Enter your new passcode followed by the Pound (#) key and confirm it once again.
  4. Record your first and last name, then press the Pound (#) key.
  5. Press 1 to access the voice messaging main menu. You can record your greetings and retrieve voice messages. 

Note: If you get locked out, reach out to your site administrator or visit www.consolidated.com for additional resources.

Accessing  Voicemail

A red Message Waiting Indicator light notifies you when you have a new voicemail message. To check your voicemail:

  1. Dial your extension number.
  2. Press the Dial softkey.
  3. Enter your voicemail passcode followed by the Pound (#) key. 
  4. Follow the audio prompts to retrieve your voicemail messages.

Note: If you forget your voicemail passcode, please contact your system administrator to have it reset.