Poly CCX Series Phones

Thomas McClatchieUncategorized

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1.

Introduction

Learn the basics of using your Poly CCX touchscreen phones. The following topics will help you with common questions related to using your Poly phone. The CCX phones are very similar to utilizing your smart mobile devices in the way that you swipe and use the icons on the touch screen.
Please Note: The examples and screenshots below are using the 500 CCX model; however, the instructions for performing the tasks are the same across the phones in the CCX series.

2.

Phone Overview:

Click image for large view

3.

Softkeys

The softkeys are context-sensitive and change depending on your current activity.  For example, when performing a conference call, the soft keys display functions related to you using the conference function. Softkeys may dynamically change position based on programming changes made to the phone. To view all soft keys, press the More button.

4.

Placing Calls

To place a call:

  1. Leave the handset on the cradle and tap the Place a Call icon.
  2. Dial the phone number.
  3. Tap the green Handset icon, the Speakerphone icon, the Headset icon, or lift the Handset, to make your call.
    Please note: You do not need to dial 9 before the number.

5.

Redial Calls

To redial the last person you called:

  1. Tap on the Redial icon on your main display.

6.

Answering Calls

To answer a call:

  1. Pick up the Handset, tap on the green Answer icon on your screen, or tap on the Speakerphone or Headset icons.

To answer an incoming call when you are already on an active call:

  1.  Press the green Answer icon. Your first call is automatically placed on hold.

To retrieve your first call:

  1. Tap on that call to highlight it.
  2. Press the Resume icon on your display.

7.

Hold

To put an active call on hold:

  1. Press the Hold icon on your display.
  2. To resume the call, tap on the Resume icon.

If you have more than one call on hold:

  1. Use your finger to tap on and select your desired call.
  2. Tap on the Resume icon on your display.

8.

Mute

To mute a call:

  1. Tap on the Mute button in the lower right corner of the phone.
  2. To unmute a caller, tap on 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.  Tap on the Transfer icon.
  2.  Enter the destination you wish to transfer the call to.
  3.  Tap on the green Handset icon on your display.

The call is immediately transferred.
Please note: Prior to completing the blind transfer, you can tap on the red Cancel icon on your display in order to cancel the transfer and go back to your caller live.

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 consulted transfer while on an active call:

  1. Tap on the Consult icon.
  2. Dial the receiving party and tap on the green Handset icon on your display.

Please Note: If at any time the soft keys disappear from your display, tap anywhere on your display to get them back.

  1. Once you tap the Consult icon, the caller is automatically placed on hold.
  2. After the receiving party answers, announce the call.
  3. Tap the Complete Transfer icon on your display.

If the receiving party does not accept the call or is not available, tap the red Cancel icon on your display to go back to the original call live. That call is no longer held.

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 transfer to voicemail while on an active call:

  1. Press the Add icon, then dial *55 (star) , press the Dial pad icon, and enter the extension number of the user’s voicemail box you want to transfer the call. Press #(pound) to complete the transfer.

10.

Three-Way Conference Call

To initiate a three-way conference call while on an active call:

  1. Tap on the Add icon. The active call is then held.
  2. Dial the second number and tap on the green Handset icon on your display.
  3. When the second party answers, tap the More softkey and the Merge Calls icon to join the calls.

Your display shows both of your active calls.

  1. You can tap on the Split softkey to separate both calls and place them on hold. You can resume conversation with each call separately or end one or both calls by tapping on the respective call and using your softkeys to perform the desired function.

To join two calls on your display while one call is active and another is on hold, tap on the Merge Calls softkey to place all calls into a 3-way conference call.
Please note: Once you generate a 3-way conference call, you may hang up your handset, and the remaining parties can continue to converse without being on your line.

11.

Do Not 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, tap on the DND icon.
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.
Please note: The Do Not Disturb button may work differently, depending on how your administrator has configured your extension. 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 unanswered go to Voicemail. To forward calls to a destination other than Voicemail, enable Call Forwarding.
To enable this feature:

  1.  Tap on the Settings icon on your display. Select Features, then Forward.
  2.  Select the type of forwarding option that you would like to enable.
    1. Call Forwarding Always
    2. Call Forwarding No Answer
    3. Call Forwarding Busy
  3. Enter the phone number you wish to forward calls to in the Contact field.
  4. Click on the down arrow at the bottom of the screen to close the keypad.
  5. Tap on the Enable soft key.

To disable Call Forwarding, tap the Forwarding icon again and select the forwarding service to disable.

13.

Call Park

To park a call while on an active call:

  1. Press Consult.
  2. Dial *68 followed by the extension on which you will park the call and the # (pound) key.

Retrieving Parked Calls

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

  1.  Dial *88.
  2. When prompted, enter the extension on which the call was parked, followed by # (pound).

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. While on an active call, press and hold the desired line key for 3 seconds, then press 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 configured timeout period, the call will ring back. Press the Answer softkey to retrieve the call park that timed out.

To park calls using Call Attendant:

    1. Go to your phone’s Settings.
    2. Select Basic.
    3. Select Preferences.
    4. Select Attendant Call Action.
    5. Select Park.

When receiving an incoming call, press (do not hold) the Park key to park the call on one of the shared lines.

15.

Accessing Call History

To access your Call History when the phone is idle:

  1. Tap on the Menu (Hamburger) and swipe up until you see Recent Calls.
  2. Tap on Recent Calls.
    Once in your Call History, you can tap on the Headings (Sort, Type, Trash Can) to see how you would like to view your Call History.
  3. To dial a number from that list, tap the desired number.

To clear your call history from the Call History Screen, tap the Trash icon on your display to select which calls to delete.

16.

Voicemail

Voicemail Setup

To set up your voicemail box for the first time:

  1. Tap on the Messages icon on your phone display or simply dial your own extension.
  2. Follow the prompts.
  3.  As a first-time user, upon entering your temporary passcode, your mailbox will walk you through a tutorial to set a new passcode, record your name, and record greetings.

Accessing Voicemail

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

  1. Tap the Messages icon on your display or dial your extension.
  2. Enter your voicemail passcode followed by the # (pound) key.  Follow the audio prompts to retrieve your voicemail messages.