2012
C
Business Solutions
Contents Page
Polycom 550 Model
Phone Labels / Description ...................................................................................................................................................................................... 3
Placing/Receiving Calls ................................................................................................................................................................ ........................... 7
Emerge
Voicemail ..................................................................................................................................................................................................... 9
Accessing the Voicemail Message Main Menu ................................................................................................................................................. 10
Record Your Personalized Greetings. ............................................................................................................................................................... 11
Voice Mail Overview ......................................................................................................................................................................................... 12
Distribution List Options .................................................................................................................................................................................... 14
Accessing Your Voice Messaging Menu ........................................................................................................................................................... 15
Personalizing your IP
Accessing your Call History .............................................................................................................................................................................. 16
Dialing from your Call History ............................................................................................................................................................................ 16
Adding Contacts to Your Directory .................................................................................................................................................................... 16
Editing a Contact .............................................................................................................................................................................................. 17
Deleting a Contact ................................................................................................ ................................................................ ............................ 17
Change the Ring Tone ...................................................................................................................................................................................... 17
Changing the LCD Screen Contrast .................................................................................................................................................................. 18
Using your Headset
Other Feature Codes ........................................................................................................................................................................................ 19
Rebooting your IP Phone .................................................................................................................................................................................. 19
Codes .................................................................................................................................................................................................................... 19
Direct Voicemail Transfer .................................................................................................................................................................................. 19
Call Pick-up from a Different Extension ............................................................................................................................................................. 20
Parking a Call ................................................................................................................................................................................................... 20
Push to Talk ..................................................................................................................................................................................................... 20
Customer Service and Support
.................................................................................................................................................................................................... 2
Phone ..................................................................................................................................................................................... 16
............................................................................................................................................................................................... 18
...................................................................................................................................................................................... 21
Business Solutions
Polycom 550 Model
Business Solutions
Number
Feature
Function
1
Message Indicator Light
Blinks Red when a voicemail is present
2
Arrow Keys scroll through
information or options
Select a field of displayed data
Deletes & backspace key
3
Feature Keys
The Menu button displays
the Main Menu options, where you can
access features such as your contact
directory and call lists, check the status of
the phone and system for problems, and
change your settings.
The messages button
accesses your voice mail messages
Press the Do Not
Disturb button to send all incoming calls
directly to voicemail (or wherever you have
set unanswered calls to forward to) without
ringing your phone
The Directories button
opens your contact directory and call
lists
The Conference
button can be used to set up a
conference call among three callers
Phone Labels / Description
Business Solutions
3
Feature Keys
The Transfer button
sends the current caller to another
extension that you specify.
The Redial button
calls the last number dialed from
your phone
4
Mute
Button
5
Allows you to place and receive
calls
through an optionally
connected headset.
6
The Speakerphone button
activates
the
speakerphone. When in use,
it
lights up
green.
7
Hands-free Microphone
Picks up audio during hands-free
calls.
Place your phone on a hard,
flat
surface
for best
results.
8
Volume Keys
Adjusts the volume of the handset,
headset, speaker and ringer.
9
Dial
Pad
Provides the 10 digits, the
alphabetic
characters, and special
characters
available in
context-sensitive applications
10
Hold
Holds an active call or resumes a held
call
11
Speaker
For ringer and hands-free audio output
12
Soft Keys
The soft keys are between the
display
& the number keys. They
change
their
function to make
different
commands
available depending
on
what you’re
doing. The current
function
of a key will
appear on the
display.
Business Solutions
13
Display Screen
Shows information about
calls,
messages,
soft keys, time, date,
and
other relevant
data.
second party, number of
Calls
-Information Status Scrolling
list
in order of precedence highest
to lowest
Associated line icons are described
in
the
following
table
14
Line Keys
Individual multi-color LEDs display
the
dynamic call state and remote
user
status
(busy lamp field (BLF)
and
presence) The
mapping
is:
•
Solid Green – An active call is in
progress
•
Fast Flashing Green – There is an
incoming (ringing) call
•
Flashing Green – The call is held by the
other party
•
Flashing Red – The call is on
hold
•
Solid Red – The line is busy remotely
(shared line)
15
Hookswitch
Business Solutions
Icons for Line Key appearances on Polycom Phone
Business Solutions
Placing/Receiving Calls
Answering a Call
1. Pick up the handset, press the Answer soft Key, or press Speakerphone key
Dialing a Number or Extension
1. Pick up the handset, press the New Call soft Key, or use the Speakerphone
2. Dial the number or extension and press the Send soft key
Note: You may switch to a different call mode during a call in progress by pressing the Speakerphone key or
picking up the handset.
End a Call
1. Hang up the handset, or press the End Call soft key.
Place a Call on Hold
1. While you are on a call, press the Hold Key, or select the Hold soft key. To resume the call, press the Hold Key
or press the Resume soft key.
Do Not Disturb – Activation
1. Press the Menu
2. Press 1 for
3. Press 1 for Do Not Disturb. Do not Disturb has been activated.
Do Not Disturb- Deactivation
1. Press the Menu
2. Press 1 for
3. Press 1 again to
Transferring a Call (Consulted, Blind)
Consulted
1. During the call, press the Transfer Key or Transfer soft key.
2. Dial the number or extension you wish to transfer the call, press the Send soft key then announce the caller
3. Press the Transfer key or Transfer soft key again to connect the parties.
If the party is unavailable press the cancel soft key to bring the caller back to you.
Note: The Caller ID will show the number of the person that is transferring the call not the Caller ID of the
incoming call
Blind
1. During the call press the Transfer key or Transfer soft key.
2. Press the Blind soft key and enter the number or extension you want to which you want to transfer the call.
3. Press
4. Hang
Note: The Caller ID will show the number of the person that is calling in not the person transferring the call
Transfer
Send
up
Key.
Features
Features
Key
deactivate
Transfer
Key.
Business Solutions
Direct Voicemail Transfer
Follow these steps to send a caller directly to voicemail and bypass the users greeting.
1. During the call press the Transfer Key or Transfer Soft Key.
2. Press *55, enter the extension of the desired person and press the # Key.
Note: Headset use: if you will be using a headset for full time use page 19 for setting up your headset
Placing a Conference Call
Basic Conferencing/3
1. Call the first party then press the Conference Key or Conference Soft Key to place the new call idle.
2. Call the second party when the second party answers press the Conference Key or Conference Soft key to join
all
parties.
toggle between parties. To Join parties again; Press the More Soft Key followed by the Join Soft Key and all parties
will be connected.
Placing the conference on hold from the originator’s phone will place the other parties on hold.
Ending a call on from the originator’s phone will allow the other parties to continue the conference.
Note: A conference maybe created during an active call, or a call on hold (same line or another line).
Pressing the Split Soft Key will split the conference into two calls on hold. You may use the arrow keys to
Way
Call Forwardi
1. Press the Forward soft
2. Use the Arrow Keys to Highlight Call Forward Always, Call Forward No Answer, or Call Forward
3. Press the Select soft
4. Enter the Contact Phone number and press the Enable soft key
Call Pick-up from a Different Extensi
Note: This is a Premium Feature Only
1. Press *97, then the extension number of the phone that is ringing.
2. Press Send Soft Key or Dial Soft Key to pick up the call.
Park a Call
You can Park a call on any extension, including your own.
1. Press the Transfer Key or Transfer Soft Key.
2. Press *68 and follow the
3. Dial the desired extension number followed by the (#) Key. To park to your extension dial the (#) Key.
To Retrieve a Parked
1. Press *88 and follow the
2. Press the extension number the call was parked against followed by the (#) Key.
Push to Tal
This feature code allows for immediate communication useful for quick conversations between callers. The call will be
answered automaticall y, if the party is available.
1. Press *50, then press Dial Soft Key (you will hear a stutter dial tone after pressing *50)
2. Enter the
Note: Push to talk is a premium seat feature
ng
k
extension.
Call
key
key.
prompts.
prompts
Busy.
on
Business Solutions
While Playing Msgs
1 – Skip Back
2 – Pause
3 – Fast Forward
4 – Skip to beginning
6 – Skip to END
8 – Call Sender
1 – Play Messages
2 – Busy Greeting Menu
3 – No Answer Greeting Menu
5 – Compose Message Menu
7 – Delete All Messages
* - Return to Previous
Play Message Menu
# - Repeat Menu
Additional Options
# - repeat Menu
Reply to Message
1 – Change
2 – Listen
3 – Send
6 – Set/Clear Urgent
7 – Set/Clear Private
* – Return to Previous
# - Repeat Menu
Greeting Menu
1 – Record
2 – Listen
3 – Revert to Default
* – Return to Previous
# - Repeat Menu
Compose Message
1 – Change
2 – Listen
3 – Send
4 – Send to Group
5 – Send to Dist
6 – Set/Clear Urgent
7 – Set/Clear Private
* – Return to Previous
# - Repeat Menu
Select Dist List
1 – Select List 1 --15 – Select List 15
* – Return to Previous
# - Repeat Menu
Distribution List
1 – Select Another List
2 - Review List
* – Return to Previous
# - Repeat Menu
While Playing Msgs
1 – Change
2 – Listen
3 – Send
4 – Send to Group
5 – Send to Dist
6 – Set/Clear Urgent
7 – Set/Clear Private
* – Return to Previous
# - Repeat Menu
Voice
Mail Flow Chart
2 – Play/Repeat:Skip Envelope
4 – Play Previous
5 – Play Envelope
6 – Play Next
7 – Delete
8 – Call Sender
9 – Additional Opts
# - Save Messages
“ – Return to Previous
1 – Reply to MSG
2 – Forward message
“ – Return to Previous
Business Solutions
Step
Action
1
Pick up the handset and press the Messages Key
2
Press the Connect Soft Key
3
Enter the Default Passcode ___
4
Enter a new 4-6 digit passcode at the Voice Portal prompt
5
Re-enter your new passcode at the prompt
Follow the prompts to record your Personalized Name Greeting by recording
your First and Last name. The voicemail box has now been initialized
Step
Action
1
Press the Messages Key
2
Press the Connect Soft Key
3
Enter your new passcode
4
Press 1 to access your voice mail box
5
Follow the menu table to record personalized greetings and play messages.
Voice Messaging Main Menu
Key
Option
1
Play message (enabled with new or saved)
2
Record/Change Busy Greeting
3
Change No Answer Greeting
5
Compose and Send Menu
7
Delete ALL Messages
*
Voice portal Admin Menu
#
Repeat this menu
Emerge
Voicemail
Accessing the Voicemail Message Main Menu
Setting up your Voicemail B
Subsequent Use
ox
Business Solutions
Step
Action
1
Access the Voice Message Main Menu. Press 2 and follow the voice prompts.
2
Key
Option
1
Record new Busy Greeting
2
Listen to current Busy Greeting
3
Revert to System Default Busy Greeting
*
Voice Messaging Main Menu
#
Repeat this menu
Step
Action
1
Access the Voice Message Main Menu. Press 3 and follow voice
prompts.
2
Key
Option
1
Record New No Answer Greeting
2
Listen to current No Answer Greeting
3
Revert to System default No Answer Greeting
*
Voice Messaging Main Menu
#
Repeat this menu
Step
Action
1
Access the Voice Message Main Menu
2
Press 1 to listen to messages. You are now in the *Play Messages Menu. (See voicemail overview for
more options) Note: if there are no new or saved messages you will hear the voice announcement
indicating the status
Record Your Personalized Greetings
The System has two greetings; Busy and No Answer. The default greetings will play until a personal greeting has been recorded.
Busy Greeting Menu
Busy greeting will play when Do not Disturb is on or the Ignore soft key is pressed on incoming call.
To Record a Busy Greeting
No Answer Greeting Menu
The no answer greeting plays when a call is not answered.
To Record a No Answer Greeting
To listen to your message
s
Business Solutions
Key
Option
1
Play messages
#
Save a Message
7 Delete a Message
2
**Play or repeat message: skip envelope
Key
Option
1
Skip Backward 3
seconds
2
Pause
Playback
3
Skip forward 3
seconds
4
Skip to beginning of
message
6
Skip to end of
message
4
Return to previous message
5
Play message envelope (date & time info)
6
Move to next message
8
**Initiate Call to Sender. This will dial out to the Caller ID of the caller. After
the caller hangs up you will still be in the system at this menu.
**Additional Options Menu ( See Menu below)
Key
Option
1
Reply to Message Menu
2
Forward Message Menu (more below)
*
Return to Play Messages
Menu
#
Repeat this
menu
Key
Option
1
Change Current
introduction
2
Listen to current
introduction
3
Send Message to specific group member(s)
4
Send Message to entire
group
5
Send message to distribution list- (See Select
Distribution List Menu)
6
Set or clear urgent
indicator
7
Set or clear confidential
indicator
*
Return to Play Messages
Menu
#
Repeat this
Menu
Note: Messages marked Confidential cannot be
forwarded.
Voice Mail Overview
Business Solutions
Key
Option
2
Record/ Change Busy Greeting
3
Change No Answer Greeting
5
Compose and Send Menu
Key
Option
1
Change current message
2
Listen to current
message
3
Send message to specific group member
4
Send Message to entire
group
5
Send Message to distribution list (if configured)
6
Set or clear urgent
indicator
7
Set or clear confidential indicator
*
Return to voice Messaging Main Menu
#
Repeat this
menu
7
Delete ALL Messages
*
Voice portal Admin Menu
Key
Option
1
Access voice message Main Menu
2
Change CommPilot Express Profile
3
Record personalized
name
4
Change Call forwarding
Options
6
Make Calls
8
Change
Passcode
9
Exit # Repeat this
menu
#
Repeat this menu
Business Solutions
Key
Description
0
Select distribution list 0
1
Select Distribution list 1 (Distribution lists are numbered
consecutively 1 through 15.)
*
Return to previous
Menu
#
Repeat this
menu
Key
Description
1
Select another distribution
List
2
Review the selected distribution
list
3
Send the
message
*
Return to the previous
Menu
#
Repeat this
menu
Key
Description
1
Change current
reply
2
Listen to current
reply
3
Send
reply
6
Set or clear urgent
indicator
7
Set or clear confidential
indicator
*
Return to Play Messages
Menu
#
Repeat this
menu.
Distribution List Options (from the Voice Messaging Menu Options)
Distribution Lists are created in the users Profile through the eVolve Customer Dashboard. Up to 15 distribution list(s) can be created.
Select Distribution List Menu- (from Forward Message menu, Key 5)
Distribution List Menu (from key 0-15 in Select Distribution List Menu)
Reply to Message Menu (from Key 1 in Additional Options Menu).
Note: If this is the first time you are accessing this voicemail box, use the default passcode then you will
be prompted to enter a new passcode.
Business Solutions
Step
Action
1
Press the Messages
key
2
Press #1 or select the Soft Key
3
Press the Connect Soft
Key
4
Enter your
password
Step
Action
1
Pick up the Handset and press the Messages Key
2
Press the Select Soft
Key
3
Press the Connect Soft
Key
4
At the password prompt, press *
5
At the next prompt, enter the extension number of the mailbox you are checking
6
Enter the password for that
mailbox
Step
Action
1
Dial your Personal DID (Direct Dial number)
2
Press *, during your
greeting
3
Enter your passcode press the (#) Key
4
Press 1 to access your voicemail box
Step
Action
1
Enter the extension number or Mailbox ID
2
Enter the passcode press
#.
3
Press 1 to access your voicemail box
Accessing Your Voice Messaging Menu
From your Polycom
phone
From Any Internal Polycom
Phone
From Any External
Telephone
Or, dial your organizations Voice Portal Backdoor Number ________
Business Solutions
Step
Action
1
Press the Menu Key, Press 1 (Features)
2
Press 4 for (Call
Lists)
3
Select Call Lists and then the number key for the list you want to review.
Press 1 for Missed
Calls
Press 2 for Received
Calls
Press 3 for Placed
Calls
Press 4 to Clear List(s) ( you will need to use your bottom arrow key
and scroll down to see option 4)
Step
Action
1
Press Menu Key, Press 1 (Features)
2
Press 3 for Contact
Directories
3
Select the Add Soft Key. Enter the first and last name using the dial pad, press the
1/A/a soft Key to toggle between the upper and lower case text and numbers
4
Enter the Contact number and Speed Dial if desired and press Save.
5
Press Back and Exit Soft Keys to return to the idle Screen
Personalizing your IP
Phone
Accessing your Call History
To view the Call History
Note: Pressing 4 (Clear) will clear individual Lists. After selecting 4 to clear, choose the list to be cleared (missed,
received, or placed).
lists:
Dialing from your Call History
Once in your Redial, Received or Missed Call Lists, select the Dial Soft Key.
Adding Contacts to Your Directory
Note: The first contacts entered will be listed in the line keys
Business Solutions
Step
Action
1
Press the Menu Key, press 1 for Features
2
Press 3, select Contact
Directory
3
Use the Arrow Keys to locate the contact to edit. Press the Edit soft key
4
Update the contact information and press the Save soft key
Step
Action
1
Once in the contact directory use the Arrow Key to locate the contact to be deleted, and highlight the contact
2
Press the More Soft Ke y
3
Press the Delete Soft Key
4
Press Back and Exit Soft Keys to return to the idle display
Step
Action
1
Press the Menu
button
2
Press 3 (Settings) or use the Arrow key to highlight and press the Select Soft
Key
3
Press 1 for
Basic
4
Press 4
5
Scroll through the list of ring types using the Arrow Keys.
Press the Play Soft Key to hear the
ring
Press Select Soft Key to put a check in the box.
Press Back to return to Menu
Editing a Contact
To edit a contact’s phone
Deleting a Contact
information
Change the Ring Tone
Business Solutions
Step
Action
1
Press the Menu Key and then Press 3 (Settings)
2
Use the Arrow Keys or Press 1 (Basic)
3
Either use the Arrow Keys or Press 2 (Contrast)
4
Use the Up or Down Soft Keys to the desired contrast Level
5
Press OK Soft Key to accept change
Changing the LCD Screen Contrast
To Adjust the Contrast of the LCD S
creen
Using your Headset
If you plan to use a headset for permanent use, there is an optional setting to default all calls to the headset.
To enable Headset Memory Mode: Full-time use
1. Press the Menu Key, using your Soft Keys select. (3) Settings followed by (1) Basic, (1) Preferences, (3)
Headset, then (1) Headset Memory.
2. Use the Up and Down Arrow Keys and press the Select soft key to Enable Headset Memory Mode. (All Calls
will go through your headset automatically now, simply follow the directions for Placing and Receiving Calls)
To disable Headset Memory Mode:
Repeat Steps 1 & 2 select disable
To activate Headset Memory Mode:
Press the Headset Key twice.
You may change between handset, speaker or headset at any time during a call.
Temporary Use
With the headset connected
1. Press the Headset Key
2. Dial the number or dial the number and press the Headset Key
To answer a call, press the Headset Key
Note: You will need to press the headset each time prior to making or answering calls without the headset Memory
Feature enabled.
Business Solutions
Feature Access Code
#
Feature Access Code
#
Call Forwarding Always Activation
*72
Call Waiting Activation
*43
Call Forwarding Always Deactivation
*73
Clear Voice Message Waiting
*99
Call Forward Busy Deactivation
*91
Directed Call Pickup ( premium
*97
Call Forwarding No Answer Deactivation
*93
Direct Voice Mail Transfer
*55
Call Park
*68
Do Not Disturb Activation
*78
Call Park Retrieve
*88
Do Not Disturb Deactivation
*79
Call Pickup ( Group extension
*98
Last Number Redial
*66
Call Return
*69
Push to Talk
*50
Cancel Call Waiting
#43
Step
Action
1
Press the Menu
Key
2
Press 3
(settings)
3
Select Basic or Press 1
4
Press 5 to restart your
phone
Other Feature Codes
Feature Codes are the key commands used on the phone to change settings. The most common have been outline
previously. The following, is a complete list of the access codes available. Note: Feature codes may vary per company
policy. See your administrator for a list of your Feature Codes.
Rebooting your IP Phone
Due to upgrades, or work on your phone you may be asked to reboot your phone. If you are asked by a technician to
reboot you phone do the following.
Codes
Your Emerge service includes a variety of star feature codes which use a 2 digit number prefixed with a * (star).
Each feature code maps directly to an action on the phone system.
Below is a quick reference to our most commonly used feature codes.
Direct Voicemail Transfer
This feature allows you to send a caller directly to a user’s voicemail box bypassing the user’s ring cycle and
instantly plays their recorded greeting.
Press the Transfer soft key
Enter *55, followed by the voicemail extension and the # key
Business Solutions
Call Pick-up from a Different Extension
Directed Call Pick-up
This is a premium feature and allows you to pick up a call from any ringing phone from your own phone using the
feature code *97.
Enter *97, press the “dial” soft
Enter the extension of the ringing phone, followed by the # key
key
Group Call Pick- up
The feature allows you to pick up any ring phone in your group and can be programmed for basic, standard, and
premium users. Service must be programmed for use.
Enter *98, press the dial soft
key.
Parking a Call
Call Park is a feature that allows a person to put a call on hold at one Handset set and continue the conversation from
any other handset.
Press the Hold Soft key and enter *68 and the extension where you want to park the call followed by
the # key
Pressing # will park the call to your own phone.
Retrieving a parked
Enter *88, and press the dial soft key, followed by the extension and the # key. The parked is
call
retrieved
.
Push to Talk
This feature code allows for immediate communication useful for quick conversations between callers. The call will be
answered automaticall y, if the party is available.
Enter *50, press the dial soft
Enter the extension you wish to call, followed by the # key. You will hear a tone soon as the connection
is made.
Note: Push to Talk is a premium seat feature.
key.
Business Solutions
Customer Service and S
Congratulations and Welcome to your new Emerge Service we are pleased to have you on board and look forward
to serving your organization!
Please contact our Customer Care Support Number with questions about your service, billing or changes that
need to be made to your system.
Customer Care: 877.290.2777 Option 4 or customersupport@cinbell.com
To report any service issues or to place a trouble ticket, please contact Technical Support.
Technical Support: 877.290.2777 Option 3
If you would like to learn more about your Emerge system please check out our Emerge Webinars. Available free
to all Emerge customers every other week! Visit us on the web at www.cincinnatibell.com/webinar
To find out more about new features and service on your Emerge system go to www.cincinnatibell.com/voip
upport
Loading...