Polycom SoundPoint 550, SoundPoint 560, SoundPoint IP 550, SoundPoint IP 560 User Manual

Polycom® SoundPoint IP®
550/560 Phone User Guide

UC Software 4.0.1 | November 2011 | 1725-12567-001 Rev. E

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the express written permission of Polycom.

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held by Polycom, Inc.

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are not allowed to be excluded in their entirety, they will be limited to the duration of the applicable written warranty. This
warranty gives you specific legal rights which may vary depending on local law.

Copyright Notice

Portions of the software contained in this product are:
Copyright © 1998, 1999, 2000 Thai Open Source Software Center Ltd. and Clark Cooper
Copyright © 1998 by the Massachusetts Institute of Technology
Copyright © 1998-2003 The OpenSSL Project
Copyright © 1995-1998 Eric Young ([e-mail]). All rights reserved
Copyright © 1995-2002 Jean-Loup Gailly and Mark Adler
Copyright © 1996-2004, Daniel Stenberg, <[e-mail]>

Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated
documentation files (the “Software”), to deal in the Software without restriction, including without limitation the rights to
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INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR
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LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR
OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER
DEALINGS IN THE SOFTWARE.

© 2010 Polycom, Inc. All rights reserved.
Polycom, Inc.

4750 Willow Road
Pleasanton, CA 94588-2708
USA

No part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for
any purpose, without the express written permission of Polycom, Inc. Under the law, reproducing includes translating
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As between the parties, Polycom, Inc., retains title to and ownership of all proprietary rights with respect to the software
contained within its products. The software is protected by United States copyright laws and international treaty
provision. Therefore, you must treat the software like any other copyrighted material (e.g., a book or sound recording).

Every effort has been made to ensure that the information in this manual is accurate. Polycom, Inc., is not responsible
for printing or clerical errors. Information in this document is subject to change without notice.

ii

About This Guide

Thank you for choosing the Polycom® SoundPoint IP 550/560, a full-duplex,
hands-free SIP desktop phone. This unit provides business telephony features
and functions such as multiple call appearances, call hold, transfer, and
conference over an IP network.

This guide includes overview information that you may find helpful when
you are first learning about your phone, or when you have experience but
need a quick refresher. Be sure to verify with your system administrator that
your network is prepared for configuring your SoundPoint IP 550/560 phone.
As well, be sure to read the Getting Started with Your Phone and Regulatory

Notices sections in this guide before you set up and use your SoundPoint IP

550/560 phone. You can also find this information at

http://www.polycom.com/support/voicedocumentation/.

Changes to This Guide

The following sections are new for this edition:

• Using the Polycom Web Configuration Utility on page 1-8.

• Locking and Unlocking the Phone on page 2-24.

• Logging Into Phones on page 2-27.

• Integrating With Microsoft Lync Server 2010 on page 3-8.

• Broadcasting Messages Using Push-to-Talk and Group Paging on page

3-9.

• Accessing Features with Your Login Credentials on page 3-20.

• Updating Your Phone’s Configuration on page 3-31.

Major updates have occurred to the following sections since the previous
edition:

• Restarting Your Phone on page 3-21.

• Customizing Your Phone now starts on page 4-1.

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User Guide for the SoundPoint IP 550/560 Phone

iv

Contents

About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii

1 Getting Started with Your Phone . . . . . . . . . . . . . . . . . . . . 1–1

2 Using the Basic Features of Your Phone . . . . . . . . . . . . . . . 2–1

Changes to This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . –iii

Features of Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2

Before You Use Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6

Information Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7

Registering Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–7

Using the Polycom Web Configuration Utility . . . . . . . . . . . . . . . . . . . . . . 1–8

Placing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–2

Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–4

Ending Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–7

Redialing Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–7

Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–8

Hosting Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–9

Setting Up Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–9

Managing Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–11

Adding Parties to Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–13

Joining Conferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–15

Splitting Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–15

Ending Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–15

Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–16

Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18

Enabling Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–20

Assigning Speed Dial Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–21

Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–23

Locking and Unlocking the Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24

About Your User Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–25

Locking and Unlocking Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . 2–25

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User Guide for the SoundPoint IP 550/560 Phone

Calling and Answering from a Locked Phone . . . . . . . . . . . . . . . . . . 2–26

Logging Into Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–27

Logging In and Out of a Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–28

Placing Calls from Phones that are in the Logged Out State . . . . . . 2–30

3 Using the Advanced Features of Your Phone . . . . . . . . . . . 3–1

Using Multiple Call Appearances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–1

Using Text Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–3

Using Buddy Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–5

Updating Your Presence Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–5

Managing Buddies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–6

Integrating With Microsoft Live Communications Server 2005 . . . . 3–7

Integrating With Microsoft Lync Server 2010 . . . . . . . . . . . . . . . . . . . 3–8

Broadcasting Messages Using Push-to-Talk and Group Paging . . . . . . . 3–9

Push-to-Talk Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–10

Group Paging Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–16

Accessing Features with Your Login Credentials . . . . . . . . . . . . . . . . . . . 3–20

Updating Your Phone’s Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–21

Restarting Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–21

4 Customizing Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . 4–1

Configuring Basic Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–1

Changing the Appearance of the Time and Date . . . . . . . . . . . . . . . . 4–1

Changing the Display Contrast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–2

Changing the Backlight Intensity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–3

Changing the Backlight Timeout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–5

Enabling Headset Memory Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–5

Selecting the Correct Headset for Electronic Hookswitch . . . . . . . . . 4–7

Selecting the Ring Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–7

Changing the Audible Ringer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–8

Changing the Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–9

Changing the Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–10

Changing the Soft Key Label Color . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–11

Muting the Microphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–12

Adjusting the Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–12

Managing Call Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–13

Managing Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–14

Adding Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–14

Editing Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–17

Deleting Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–18

vi

Contents

Placing Calls to Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–18

Searching for Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–19

Managing Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–22

Distinguishing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–22

Rejecting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–23

Diverting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–24

System Customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–25

5 Troubleshooting Your Phone . . . . . . . . . . . . . . . . . . . . . . . 5–1

Power and Startup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–2

Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–2

Access to Screens and Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–3

Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–4

Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–4

Displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–6

Productivity Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–7

Testing Phone Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–7

Regulatory Notices . . . . . . . . . . . . . . . . . Regulatory Notices–1

End-User License Agreement for Polycom® Software

vii

User Guide for the SoundPoint IP 550/560 Phone

viii

Getting Started with Your Phone

This chapter provides basic installation instructions and information for
obtaining the best performance with the Polycom® SoundPoint IP 550/560
desktop phone.

The SoundPoint IP 550/560 provides a powerful, yet flexible IP
communications solution, delivering excellent voice quality. The
high-resolution graphic display supplies content for call information, multiple
languages, directory access, and system status. The SoundPoint IP 550/560
supports advanced functionality, including multiple call and flexible line
appearances, HTTPS secure provisioning, simplified configuration, presence,
custom ring tones, local conferencing, applications, and Polycom
technology.

1

®

HD™ Voice

Powered by state of the art Gigabit Ethernet IP telephony technology, the
SoundPoint IP 560 features a future-proof dual-port Gigabit Ethernet switch
for seamless integration with a computer or desktop server. For organizations
with existing GigE deployment, the SoundPoint IP 560 delivers unobstructed,
high-speed access to data and productivity-boosting data and applications.
For organizations with plans to migrate to GigE, the SoundPoint IP 560
protects investment in desktop networking.

For the package parts list and instructions on how to assemble your phone,
refer to the SoundPoint IP 550 and 560 Quick Start Guides.

This chapter contains information on:

• Features of Your Phone

• Before You Use Your Phone

• Registering Your Phone

• Using the Polycom Web Configuration Utility

To customize your phone, refer to Customizing Your Phone on page 1-1. To
read about the phone’s basic features, refer to Using the Basic Features of Your

Phone on page 2-1. To read about the phone’s advanced features, refer to
Using the Advanced Features of Your Phone on page 3-1.

If you require additional information or assistance with your phone, contact
your system administrator.

1 - 1

User Guide for the SoundPoint IP 550/560 Phone

Features of Your Phone

The features of your SoundPoint IP 550/560 phone are:

Item Description

1 Message Waiting Indicator Alert for voice and text (instant) messages.
2 Arrow Keys

Scroll through displayed information.

Select a field of displayed data.

Delete displayed data.

1 - 2

Getting Started with Your Phone

Item Description

3 Feature Keys:

Allow you to quickly access important features
with a single press.

4 Microphone Mute Mutes audio transmission locally during calls

and conferences.

5

Headset

6

Speakerphone

Allows you to place and receive calls through
an optionally connected headset.

Allows for hands-free communication during
calls.

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

Holds an active call or resumes a held call.

Hold

11 Speaker For ringer and hands-free audio outp ut.
12 Soft Keys These keys are automatically labeled to identify

their context-sensitive functions.

1 - 3

User Guide for the SoundPoint IP 550/560 Phone

Item Description

13 Color Graphic Display Shows the user interface of the phone. For

14 Line/Speed Dial Key Use these keys to activate up to four lines or

15 Line Indicators Individual multi-color LEDs display the dynamic

more infomration, refer to Information Status on
page 1-7.

Associated line icons are described in the
following table.

speed dials that can be assigned to your
phone.

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.

• Flashi ng red—The call is on hold.

• Solid red—The line is busy remotely

(shared lines)

16 Hookswitch

1 - 4

Getting Started with Your Phone

Icons associated with the line keys appear on the graphic display and
represent:

Icon Description

Registered line (solid)

Registered shared line

Unregistered line (outline)

Voice mail/Text messages

Speed dial

Ringing

Call in progress with HD Voice

Call in progress

Call Forward

Held/On Hold Line

Do Not Disturb

Conference

Presence/Busy Lamp Field (BLF)

1 - 5

User Guide for the SoundPoint IP 550/560 Phone

Before You Use Your Phone

This section includes information on how to navigate the phone’s menus, how
to enter data, and how to read the phone’s information status bar.

Note

Note

The background and key colors that appear on your SoundPoint IP 550/560 phone
may differ from what appears in this user guide.

Using the Navigation Keys

To navigate menus and enter data, use these tips:

After 20 seconds of inactivity, the menu system automatically exits to the idle
screen unless an edit session is in progress.

If you want to... Then do this...

Enter the main menu Press
Exit a menu to the idle screen Press
Exit a directory to the idle

screen
Return to the previous menu Press or the Back soft key
Scroll through lists and

menus
Scroll through pages Press * to Page Up and # to Page Down.

Press

Press/Hold or

1 - 6

Select a menu Item Highlight the item and press or

Press the dial pad key that corresponds to the
number menu list (Press 2 for the second menu

item)
View additional soft keys Press the More soft key
Enter numbers Press the dial pad key with the corresponding

number.
Enter text Press the dial pad keys one or more times.

To enter ‘A’, press <1> once.

To enter ‘C’, press <1> three times quickly.
Enter lower or upper case

characters, or numbers.

Press the 1/A/a soft key one or more times to

select upper/lower case alphanumeric mode or

numeric mode (visible in the status bar). Then

use the dial pad to enter numbers or text as you

normally would.

Getting Started with Your Phone

If you want to... Then do this...

Enter special characters Press *, #, <1>, <0> one or more times quickly in

alphanumeric mode.

Press * or # once or twice quickly in numeric

mode.

T o enter a space, press <0> three times quickly in

alpha mode.
Enter an IP address or URL Press a dial pad key once for numbers and one to

four more times quickly for letters.
Change the character set Press the Encoding soft key to select the

character set (shown in the title bar) for the text

being entered.

Information Status

Delete characters you
entered

Toggle to enable or disable
fields

Enable or disable menu items Press

Press

Toggle

The top line of the screen (or graphic display) shows status information. It
scrolls vertically if there is more than one message. The information bar also
shows items such as time and date, do not disturb (shown below), and missed
calls.

Registering Your Phone

Generally, your phone will be deployed with multiple other phones. In this
case, your system administrator will configure the phone parameters
beforehand, so that once it is set up, it will be registered and ready to use.

1 - 7

User Guide for the SoundPoint IP 550/560 Phone

If your phone is not part of a large deployment, it may not be registered after
you set it up. Before you use your phone, you or your system administrator
will have to register it.

For detailed information on how to register your phone after you install it,
refer to Quick Tip 44011 Registering Standalone SoundPoint IP, SoundStation IP,
and Polycom VVX Phones, available from

http://www.polycom.com/usa/en/support/voice/soundpoint_ip/VoIP_T
echnical_Bulletins_pub.html .

Using the Polycom Web Configuration Utility

This user guide explains how to update phone settings from your phone, using
your phone’s menu system. If you want, you can update these settings
remotely with the Polycom Web Configuration Utility.

The phone’s Web Configuration Utility enables you to view and configure
phone behavior from a computer using any compatible Web browser. The
utility provides a browser-friendly view of your phone’s current settings.
Using the utility, you can perform the same updates from your computer that
you can perform using your phone’s menu system.

Note

You can access the utility using any compatible Web browser. Before you
begin, you’ll need to know the IP address of your phone, and the user name
and password login credentials of the phone user or the phone administrator.

For detailed information on accessing, navigating, and using the utility, see the
Polycom Web Configuration Utility User Guide, available from the Technical

Bulletins Support page

To access the Web Configuration Utility for your phone:

1 Launch the compatible Web browser from a computer on the same

network as your phone. The supported browsers are:

— Microsoft Internet Explorer (version 7.0 and higher)

— Mozilla Firefox (version 3.0.X and higher)

— Apple Safari (version 5 and higher)

— Google Chrome

2 In the Address Bar of your Web Browser, enter the IP address of your

phone.

The IP address is four sets of numbers separated by periods. For example,
if your phone’s IP address is 123.22.3.4, enter 123.22.3.4 in the address bar.

3Press the Enter key.

1 - 8

Getting Started with Your Phone

4 From the Web Configuration Utility login screen, select User, and then

enter the User password.

Note

The factory default password for a User is 123.

5Click Submit.

The Web Configuration Utility Home screen is displayed.

1 - 9

User Guide for the SoundPoint IP 550/560 Phone

1 - 10

Using the Basic Features of Your
Phone

Your SoundPoint IP 550/560 desktop phone is designed to be used like a
regular phone on a public switched telephone network (PSTN). You call place
a call, transfer a call to someone else, or conduct a conference call.

At any time, at most one active call may be in progress on your phone. The
active call is the one that has audio associated with it. There may be multiple
other calls on hold in an “Incoming call” or “Ringing” state.

This chapter provides basic operating instructions for the SoundPoint IP
550/560 phone. The topics include:

2

• Placing Calls

• Answering Calls

• Ending Calls

• Redialing Numbers

• Placing Calls on Hold

• Hosting Conference Calls

• Transferring Calls

• Forwarding Calls

• Enabling Do Not Disturb

• Assigning Speed Dial Keys

• Using Voice Mail

• Locking and Unlocking the Phone

• Logging Into Phones

To customize your phone, refer to Customizing Your Phone on page 4-1. To
read about the phone’s advanced features, refer to Using the Advanced

Features of Your Phone on page 3-1.

2 - 1

User Guide for the SoundPoint IP 550/560 Phone

If you require additional information or assistance with your phone, contact
your system administrator.

Placing Calls

You can place a call using your SoundPoint IP 550/560 phone over the
handset, speakerphone, or headset.

You can dial the number first, and then choose the method you will use to
speak to the other party.

You can also search the call lists, the local contact directory or the corporate
directory and dial from the search results page. For more information, refer to

Managing Call Lists on page 4-13 and Managing Contacts on page 4-14.

You can place a call from your buddy list or privacy list if enabled. For more
information on buddy and privacy lists, see Calling Your Buddies on page

3-59.

During a call, you can alternate between Speakerphone Hands-Free, Headset,
or Handset modes by pressing the or keys, or picking up the
handset.

The name of the called party is displayed in the active window on the call
screen. If it is too long to fit on the screen, you can press
horizontally to view the full name.

The duration of calls is visible on the call screen. In the figure below, the call to
Greg Slowski has lasted 30 seconds so far.

and to scroll

2 - 2

To place a call using the handset:

>>

Do the following steps in any order:

— Pick up the handset.

— Dial the number using the dial pad.

Using the Basic Features of Your Phone

Note

Note

Y ou can also dial using the SIP URL or IP address. To obtain the IP address of your
phone, press the Menu key, and then select Status > Platform > Phone. The IP
address is listed together with other phone information. The maximum URL or IP
address length is 32 characters. For example, 10.3.0.42, sip:[e-mail] .

Press the URL soft key and enter the URL or IP address. Use * for “.” and # for “@”.
Then press the Send soft key to complete the call.

Your phone may not support SIP URL or IP address dialing. Contact your system
administrator.

To place a call using Hands-Free Speakerphone mode:

If “Handsfree mode disabled” appears on the graphic display after you press the
speakerphone key
your phone.

>>

Do one of the following:

, your system administrator has disabled the speakerphone on

— With the handset on-hook, press , , or the

New Call soft key to obtain a dial tone.

Dial the number using the dial pad.

— With the handset on-hook, dial the number using the dial pad.

Press , , or the Dial soft key.

2 - 3

User Guide for the SoundPoint IP 550/560 Phone

To place a call using the headset:

>>

Do one of the following:

— With the optional headset connected, press or the

— With the optional headset connected, dial the desired number using

New Call soft key to obtain dial tone.

Press .

Dial the desired number using the dial pad.

the dial pad.

Press .

Note

Answering Calls

If you frequently use a headset, and would like to make it the default call path, refer
to Enabling Headset Memory Mode on page 4-5.

When you receive an incoming call, the phone rings (if enabled) and shows the
identification of the caller on the display. If a caller’s name is too long to fit on
the screen, such as Alexander Smith-Harrington’s below, it will automatically
scroll horizontally across the display.

When you are not in another call, you can answer a call using the handset, the
speakerphone, or the headset(if enabled).

The steps for answering an incoming call when you are in another call are
different if your phone is configured for:

2 - 4

• A single Line Key per line

• Multiple Line Keys per line

Using the Basic Features of Your Phone

Note

If your phone is configured with multiple call appearances, refer to Using

Multiple Call Appearances on page 3-1 for instructions on how to answer a

call.

Y ou can ignore incoming calls by pressing the Reject soft key (for private lines), the
Silence soft key (for shared lines), or the Do Not Disturb key . Do No t D isturb
mode stays active when the call ends and remains active until you press the Do
Not Disturb key again.

You can forward incoming calls by pressing the Forward soft key. For more
information, refer to Dynamic Forwarding on page 2-20.

When your phone is configured with a silent ring, press the ringing Line key or the
Answer soft key to answer the call. By default, if your handset is off-hook, the call is
routed to it. If your handset is on-hook, the call is routed to the speaker.

Answering When Not in Another Call

In all cases, the active call will appear on the graphic display showing call
duration and destination.

To answer a call using the handset:

>>

Pick up the handset.

2 - 5

User Guide for the SoundPoint IP 550/560 Phone

To answer a call using the Hands-Free Speakerphone:

Note

If “Handsfree mode disabled” appears on the graphic display after you press the
speakerphone key
your phone.

>>

Do one of the following:

, your system administrator has disabled the speakerphone on

— Press .

— With the handset on-hook, press (next to the

flashing green status indicator).

— Press the Answer soft key.

To answer a call using the headset:

>>

Press .

If Headset Memory Mode is activated, press or the
Answer soft key.

Answering When in Another Call

If you have an active call, and an incoming call arrives:

• Regardless of line configuration:

— You may hear a call waiting tone.

The line with the incoming call will display the incoming call icon.

— Press or the Hold soft key to put the original call on hold.

The incoming call will be displayed at the top of the call screen and the
phone will ring.
Press the Answer soft key or the flashing green line key to answer the
call.

• If your phone is configured for a single Line Key per phone line:

— The incoming call will be shown in the call list below the active call.

— Scroll down to the incoming call, and press the Answer soft key or the

line key to answer it.

• If your phone is configured for a multiple Line Key per phone line:

— The line key below the active call will flash green to signal the

incoming call.
To see information about the caller, hold down the flashing line key
for at least two seconds.

2 - 6

Ending Calls

Using the Basic Features of Your Phone

— To answer the call, press the line key.

If you hold the line key, you can bring up the caller’s information and
press the Answer soft key to answer the call.

To end a call:

>>

Do one of the following:

— Press the End Call soft key.

— Replace the handset, if you are using it.

— If you are using a headset, press .

— If your are using the speakerphone, press .

— Press the of the active call (if enabled by your system

administrator).

Redialing Numbers

To redial the last call placed from your phone:

>>

To redial an older previously placed call, refer to Managing Call Lists on page

5-12.

Press .

A call to your most recently dialed number is attempted.

2 - 7

User Guide for the SoundPoint IP 550/560 Phone

Placing Calls on Hold

During a call, press or the Hold soft key. The hold icon will display on

the line key label.

Press again or the Resume soft key to retrieve the call. The registered

line icon appears as the line indicator.

Note

The Hold feature typically generates music or a beeping tone. Therefore, avoid
putting a conference call on hold. Use the mute button instead.

Multiple Calls on Hold

If multiple calls are on hold on a single Line Key, use and to switch

between the calls, and then press the Resume soft key to retrieve the desired
call.

If more than two calls are on hold on a single Line Key, an indication appears
on the graphic display, for example “2/3”, indicating that this is the second
call out of three calls.

If calls are on hold on more than one Line Key, you can view the details of the
calls on any Line Key by pressing and holding the Line Key for more than two
seconds. If a Line Key is depressed for less than one second, the first call on
hold on that Line Key will be retrieved.

2 - 8

Hosting Conference Calls

You can create a conference with other parties using the phone’s local
conference feature. You can create a conference at any time between an active
call and a call on hold (on the same or another line) by pressing the Join soft
key. The conference management feature allows you to view all parties in a
conference call. From the Manage Conference page, you can add, hold,
remove, and mute specific conference parties.

Using the Basic Features of Your Phone

Note

The conference management feature is an optional feature and may not be
supported on your particular system. For more information, contact your system
administrator.

This section provides the following step-by-step instructions:

• Setting Up Conference Calls

• Managing Conference Calls

• Adding Parties to Conference Calls

• Joining Conferences

• Splitting Conference Calls

• Ending Conference Calls

Setting Up Conference Calls

To set up a conference call:

1. Call the first party.

Note

You can either dial the phone number directly or search for the number in the
Contact Directory or Call Lists. For more information, refer to Placing Calls on page

2-2, Searching for Contacts on page 4-19, or Managing Call Lists on page 4-13.

2 - 9

User Guide for the SoundPoint IP 550/560 Phone

2. Press or the Confrnc soft key to create a new call.

The active call is placed on hold.

Note

Note

If configured for single key-press conferences, all conference participants hear the
dial tone and ringback when the conference host places a call to a new party.

3. Call the second party.

4. When the second party answers, press or the Confrnc soft

key again to join all parties in the conference.

If configured for single key-press conferences, you do not need to press the
Confrnc soft key again.

5. Press or the Confrnc soft key to add another party to the

conference.

6. Call the third party.

7. After the third party answers, press or the press the More

2 - 10

The first and second party are put on hold.

soft key followed by the Confrnc soft key to join all parties in the
conference.

A conference similar to this one will now exist.

8. Repeat steps 5 to 7 until you have added all intended parties.

Managing Conference Calls

You are currently in a conference call.A screen like the one below is shown on
your phone.

Using the Basic Features of Your Phone

To manage a conference call:

1. Press the Manage soft key.

The Manage Conference page appears.

Press the More soft key to see the Remove, Info, and Exit soft keys.

2 - 11

User Guide for the SoundPoint IP 550/560 Phone

2. Do one of the following:

— To add a new party, press the Add soft key.

Call another party as you would using or the Confrnc
soft key (outside the conference management feature). The other
parties are put on hold.

After the new party answers, press again to join all
parties in the conference.

Note

The Add soft key appears only if you can add more parties to the conference call.
Your system administrator determines the maximum number of conference
participants. The default number is three. For more information, contact your
system administrator

— To mute a party, select the party, then press the Far Mute soft key.

The muted party can hear all parties, but no party can hear the muted
party.

2 - 12

If you press instead of the Far Mute soft key, all other parties can
hear each other, but they cannot hear you.

Press the UnMute soft key to un-mute the party.

Using the Basic Features of Your Phone

— To place a party on hold, select the party, and then press the Hold soft

key.

The held party cannot hear any parties and no party can hear the held
party.

Press the Resume soft key to return the party to the conference.

If the held party presses on their phone, the party will remain
on hold within the conference even if you press the Resume soft key.

— To remove a party from the conference, press the Remove soft key.

The party is removed from the conference. To return the party to the
conference, press the Add soft key (refer to the first optional step
above).

Adding Parties to Conference Calls

To add a party to a conference call using the Join soft key:

You are currently hosting a conference call between a number of parties.

2 - 13

User Guide for the SoundPoint IP 550/560 Phone

To add a party to a conference call using the Join soft key:

1. From the Manage Conference page, press or the Hold soft key.

The other parties in the conference call are placed on hold.

Note

If configured for local conference hold, the other parties in the conference call can
continue to speak with each other while you place the new call.

2. Press the New Call soft key.

3. Place a call to a new party.

4. After the new party answers, press the Join soft key.

All parties in the conference call can now hear each other.

2 - 14

Joining Conferences

Using the Basic Features of Your Phone

To join two conferences:

Previously you set up two separate conference calls between a number of
parties. Only one conference can be active at a time.

>>

From the idle screen, press the Join soft key.

Both conferences are joined into a single five-way conference.

Splitting Conference Calls

To split a conference call:

>>

From the Active Conference page, press the More soft key, and then the
Split soft key to split the conference.

All calls are split into individual calls and put on hold.

Ending Conference Calls

To end a conference call:

>>

From the Active Conference page, press the End Call soft key or hang up.

The other parties my or may not continue to be connected. The behavior
after the conference host hangs up is configurable by your system
administrator.

2 - 15

User Guide for the SoundPoint IP 550/560 Phone

Transferring Calls

A call can be transferred in one of three ways:

• Consultative transfer—The party to whom you want to transfer the call
answers their phone before you transfer the call or hang up. You can
consult with them before completing the transfer.

— Refer to Performing a Consultative Transfer on page 2-16.

• Blind transfer—The call is automatically transferred after you dial the

number of the party to whom you want to transfer the call.

— Refer to Performing a Blind Transfer on page 2-17.

• Attended transfer—The parties are automatically connected to each other

after you exit the conference.

— Set up a conference call and then end your participation. For more

information, refer to Hosting Conference Calls on page 2-9.

Note

Your system may be configured to end the conference when the host exits. Check
with your system administrator.

Performing a Consultative Transfer

To transfer a call:

1. During a call, press the

The active call is placed on hold.

or the Trnsfer soft key.

2 - 16

Using the Basic Features of Your Phone

2. Place a call to the desired recipient of the call. Refer to Placing Calls on
page 2-2 for calling methods.

3. As soon as you hear the ring-back sound or after the party answers (and

you speak to the party), press or the Trnsfer soft key.

You can talk privately to the party to which you are transferring the call
before the transfer is completed.

If you are using a handset, the transfer can be completed by putting the
handset on the cradle.

You can cancel the transfer before the call connects by pressing the Cancel
soft key.

Performing a Blind Transfer

To perform a blind transfer:

1. During a call, press or the Trnsfer soft key.

2. Press the Blind soft key.

3. Place a call to the desired recipient of the call. Refer to Placing Calls on

page 2-2 for calling methods.

At this point, the call is connected to the number to which you are
transferring them.

2 - 17

User Guide for the SoundPoint IP 550/560 Phone

Forwarding Calls

There are two ways to forward incoming calls to another party:

• Static Forwarding: Incoming calls are forwarded in special cases (before
ringing, if there is no answer, or if the line is busy).

• Dynamic Forwarding: You can forward a call to someone else as it is
ringing on your phone.

All incoming calls can be forwarded to another party while Do Not Disturb is
enabled on your phone. For more information, contact your system
administrator.

Note

Call Forwarding is not available on shared lines.
This feature is local to the phone, and may be overridden by call server settings.

For more information, contact your system administrator.

Static Forwarding

To forward all incoming calls to another party:

1. From the idle screen, press the Forward soft key.

2. If multiple lines are configured on your phone, select the line to forward

from the list using and .

3. Scroll to select the forwarding type you want to change, and then press

4. Depending on your selection:

2 - 18

the Select soft key. The options are:

— Always—To forward all incoming calls

—No Answer—To forward unanswered incoming calls

—Busy—To forward calls that arrive when you are already in a call

Using the Basic Features of Your Phone

a If you selected Always, enter a number to forward all future incoming

calls to.

b If you selected No Answer, enter a number to forward all unanswered

incoming calls to and how many rings to wait before forwarding (one
ring is approximately six seconds). A value of 2 is recommended.

Note

c If you selected Busy, enter a number to forward all future incoming

calls to when you are already in another call.

Y ou can also enter the SIP URL or IP address. For more information on using a SIP
URL or IP address, refer to Placing Calls on page 2-2

5. Select the Enable soft key to confirm call forwarding.

A moving arrow appears on the line label to confirm call forwarding is
enabled.

2 - 19

User Guide for the SoundPoint IP 550/560 Phone

To disable call forwarding:

1. From the idle screen, press the Forward soft key.

2. If multiple lines are configured on your phone, select the line to forward

from the list using and .

3. Scroll to highlight the forwarding type you want to disable and then
press the Select soft key.

4. Press the Disable soft key.

The idle screen returns, the regular icon appears as the line indicator.

Dynamic Forwarding

To forward an incoming call to another party:

1. When the phone rings, press the Forward soft key.

2. Enter a number to forward the incoming call to.

3. Press the Enable soft key.

The incoming call is forwarded to the other party. If call forwarding is
disabled, all future calls will not be forwarded and forwarding will remain
disabled.

Enabling Do Not Disturb

To prevent the phone ringing (from incoming calls), you can select Do Not
Disturb.

Note

This feature is local to the phone, and may be overridden by call server settings.
For more information, contact your system administrator.

2 - 20

Using the Basic Features of Your Phone

To enable Do Not Disturb:

>>

Press .

A flashing icon and text on the graphic display indicate that Do Not
Disturb is enabled.

Calls received while Do Not Disturb is enabled are logged in the Missed
Calls list unless configured to be forwarded to another party by your
system administrator.

To disable Do Not Disturb:

>>

Press again.

Multiple Lines and Do Not Disturb

If multiple lines are configured on your phone, Do Not Disturb can be set on a

line-by-line basis from the menu using and if enabled by your

system administrator. When Do Not Disturb is enabled for a particular line, a
flashing “X” displays beside the line indicator.

Assigning Speed Dial Keys

You can associate contacts with Line Keys for single touch dialing of
frequently used numbers. Speed Dial entries are consecutively placed next to
assigned Line Keys on the phone. When a new entry is added to the Contact
Directory, it is automatically assigned the next available speed dial index and
the next available line key.

2 - 21

User Guide for the SoundPoint IP 550/560 Phone

In the figure below, the phone has one line key, and speed dial keys for Byron,
Lauren, and Andrew. To dial Byron, Lauren, or Andrew, press the associated
line key.

Note

To quickly access a list of speed dial index numbers, press the Up Arrow key from
the idle screen. To speed dial a contact, press the Up Arrow key followed by the
contact’s speed dial index. For example, if Joan’s speed dial index is 55, pressing
the Up Arrow key followed by 55 will place a call to Joan.

Assigning New Speed Dial Keys

To add or edit a speed dial index for an existing contact:

1. Press .

2. Select Contact Directory.

3. Scroll to highlight the contact.

You can also use the * key to page up and the # key to page down.

4. Press the Edit soft key.

5. Do one of the following:

2 - 22

— Enter the next available speed dial index.

— Delete the existing speed dial index by using , and then enter a

new speed dial index.

Using the Basic Features of Your Phone

A valid speed dial index is any unused number from 1 to 9999.

6. Press the Save soft key to accept your changes.

7. Press to return to the idle screen.

To assign a new speed dial key:

1. Press and hold an unassigned .

A new empty entry in the contact directory is automatically opened
allowing contact information to be added.

2. (Optional.) Enter contact information.

Use the 1/A/a soft key to select between numeric and upper/lower case
alphanumeric modes.

Use the Encoding soft key to access special characters in other languages.

3. Enter a contact number.

The number must be unique (not already in the directory).

4. Change the Speed Dial Index field.

Using Voice Mail

Note

The index can be any value between the next available index value and the
maximum (value of 9999).

Polycom recommends that you assign speed dial index values consecutively.
For example, if you assign the third Line Key to the speed dial index value “2”,

assign the fourth Line Key to the speed dial index value “3”.

5. Press the Save soft key to accept your changes.

6. Press to return to the idle screen.

Voice mail is an optional feature configured on the call server and may not be
supported on your particular system. For more information, contact your system
administrator.

Screen options may vary with your application. Voice mail may be accessible with a
single key press. Contact your system administrator about this option.

You can access voice mail messages from your phone (if enabled). Your voice
mail is saved in a centralized location.

2 - 23

User Guide for the SoundPoint IP 550/560 Phone

Your phone indicates the presence of new voice mail messages by a flashing
Message Waiting Indicator LED on the front of the phone and a visual
notification on the screen. If your phone has multiple lines, an individual line
indicator icon indicates voice mail messages on that line.

A stutter dial tone in place of normal dial tone indicates that one or more voice
messages are waiting at the message center.

To listen to voice messages:

1. Press .

If multiple lines are configured on your phone, select the line to retrieve
messages from.

2. Follow voice or visual prompts on the screen to retrieve your messages.

Locking and Unlocking the Phone

Note

Locking your phone is a feature that your system may not support. For more
information, see your system administrator.

Your system administrator can set up your phone to automatically lock if it has
remained idle for a certain period of time.

Lock your phone to:

• Prevent unauthorized outgoing calls.

• Allow only authorized people to answer calls.

• Prevent people from viewing or modifying phone displays or information

(for example, menus, directory lists, call records, and speed dial keys).

When your phone is locked:

• You can only make an outgoing call to a number from a list of configurable
authorized numbers.

• You have to enter a password to answer incoming calls.

• All keys and soft keys are disabled, except those that allow you to unlock

the phone, make and authorized call, or redial a number.

You unlock the phone by entering your user password. If your phone restarts
for any reason while it is locked, it will be locked when the phone starts up
again (unless your phone is configured to start up unlocked).

2 - 24

When your phone is locked, the messages “This phone is locked” and
“Authorized calls only” scroll on the status bar. Messages that were displayed
before the phone was locked do not display.

About Your User Password

You are assigned a user password so you can answer calls from your locked
phone and unlock the phone.

Changing Your User Password

By default, your user password is 123. Change your user password so it is
unique to your phone.

To change your user password:

1. Press > Settings > Advanced.

2. From the Password screen, enter your current user password and press

the Enter soft key.

Using the Basic Features of Your Phone

Note

Your user password will let you see certain items in the Advanced Settings menu.
To see the full Advanced Settings menu, you need to enter the administrator
password.

3. From the Advanced screen, select Change User Password.

4. From the Change User Password screen, enter your password

information and press the Enter key.

Locking and Unlocking Your Phone

You can choose how you want your phone to handle incoming calls when it is
locked. You can configure your phone to either allow incoming calls, or
activate Do Not Disturb when it locks.

To Lock your Phone:

1. Press > Settings > Basic > Lock Phone.

2. From the Lock Phone screen, select how you want incoming calls handled

when your phone is locked.

— Allow ringing when locked (default)- Your phone will ring if you

have an incoming call. You can answer the call after entering your user
password.

2 - 25

User Guide for the SoundPoint IP 550/560 Phone

— DND when locked - You will not receive indication of any incoming

calls. Calls will go directly to voice mail (if enabled) and display in
your Missed Calls list when you unlock the phone.

Note

Note

Enabling DND when locked on shared lines disables ringing only. You will still see
a visual notification of the call and have the option to answer it.

3. Press the Lock soft key.

Your phone is locked.

Your phone may be set up so that you can quickly lock your phone by pressing the
Lock soft key from the idle screen. If you do this, however, you cannot choose how
to handle incoming calls. Y our phone will use the default setting (Allow ringing when
locked), or the last setting you selected.

To unlock your phone:

1. From the idle screen, press the Unlock soft key.

2. From the Unlock the Phone screen, enter your user password, and then

press the Enter soft key.

For information on your user password, including what to do if you forget
it, see About Your User Password on page 2-25.

The phone unlocks.

Calling and Answering from a Locked Phone

From a locked phone, anyone can dial the standard emergency number (for
example, 911), and up to five authorized numbers that an administrator can set
up. You cannot call any other numbers from a locked phone.

If you set up your phone so you can answer incoming calls when it is locked,
you can answer calls by first entering your user password.

To call an authorized number from a locked phone:

>>

Do one of the following:

2 - 26

Using the Basic Features of Your Phone

— Press the New Call soft key. From the Place an Authorized Call screen,

select the number you want to call, and then press the Dial soft key.

The following screen shows an example of the Place an Authorized
Call screen. Note that the three speed dial keys no the left are greyed
out because they are all unauthorized numbers.

or

— Place a call to an authorized number by using the handset, headset or

speakerphone. For information on using the handset, headset or
speakerphone to place a call, see Placing Calls on page 2-2.

To answer a call on a locked phone:

1. While the phone rings, press the Answer key.

2. From the Answer the Call screen, enter your password, and then press

the Enter soft key.

(If you press the Cancel soft key instead, the Answer the Call screen
disappears and the incoming call window displays again).

(For information on your user password, including what to do if your
forget it, see About Your User Password on page 2-25).

The call connects.

Logging Into Phones

If your system administrator has set up the User Login feature, you can view
your personal phone settings from any phone in the organization. This means
you can access your contact directory and speed dials, as well as other phone
settings, even as you temporarily change work areas.

If you change any settings while you’re logged in to a phone, the settings are
saved and displayed the next time you log in to a phone. When you log out,
your personal phone settings no longer display.

The call is placed.

2 - 27

User Guide for the SoundPoint IP 550/560 Phone

You can log in to a phone by entering your user ID and password. Default
passwords are preset at the factory to the numerals 123.

Note

If a phone is in the logged out state and requires a user login, you may be able to
use the phone to place emergency calls to standard emergency numbers (such as

911) and other pre-configured phone numbers. These numbers are configured by
your administrator. For information on how to place authorized calls, see “Placing

Calls from Phones that are in the Logged Out State” on page 40.

If the User Login feature is set up on your organization’s phones, you’ll need
to know how to:

• Log in to a phone to access your personal phone settings.

• Log out of a phone after you finish using it.

• Place a call to an authorized number from a phone that is in the logged out
state and requires a user login.

• Change your user password.

Logging In and Out of a Phone

Depending if the User Login feature is enabled and required, you may or may
not have to log in to the phone to use it. However, if you want to see your
personal phone settings from the phone, you’ll have to log in. If you don’t log
in, you’ll see the phone’s default phone profile.

While logged in, you’ll have full access to your personal phone settings and
your contact directory. After you log out of the phone, you’ll no longer be able
to view this information on the phone.

2 - 28

After you use a phone, be certain to log out of the phone to prevent access to
your personal settings.

To log in to a phone:

1 If the User Login screen is in view, go to step 2. If the User Login screen

isn’t in view, do one of the following:

— Press the Log in soft key.

— Press the Menu key, then select Features > User Login > Log in.

Using the Basic Features of Your Phone

The User Login screen displays, as shown next.

2 Enter your user ID and user password, then press the Log in soft key.

If your login credentials are accepted, the phone updates to display your
personal phone profile, and the home screen displays, as shown next.

If you don’t know what your user ID and password are, ask your system
administrator. Default passwords are preset at the factory to the numerals 123.
However, your system administrator may have changed this for security
reasons.

If your credentials are not accepted, the message ‘User login failed’ is
displayed, and the User Login screen displays again. If you need to confirm
your credentials, ask your system administrator.

To log out of a phone:

1 From the home screen, do one of the following:

— Press the Log out soft key.

— Press the Menu key, then select Features > User Login > Log out.

2 - 29

User Guide for the SoundPoint IP 550/560 Phone

The Logout screen displays with a confirmation message, as shown next.

2Press the Yes soft key.

Your personal profile is no longer accessible, and the phone displays either the
User Login screen for the next user login, or the default phone profile for
anonymous users.

Placing Calls from Phones that are in the Logged Out State

If a phone doesn’t require a user login, you can use the phone to place calls to
any number, even though the phone may be in the logged out state.

If a phone requires a user login, you may be able to place calls to authorized
numbers when the phone is in the logged out state. If your system
administrator has set up emergency numbers on the phone, you can place calls
to the standard emergency number (for example, 911) and up to five other
authorized numbers. You won’t be able to call any other numbers until you log
in to the phone.

To place a call to an authorized number from a phone in the logged out state:

1Press the New Call soft key.

The Place an Authorized Call screen displays, as shown next.

2 Select the number you want to call, then press the Select soft key or the

Dial key.

2 - 30

The call is placed.

Changing Your User Password

You can change your password from any phone that you’re logged in to.

Using the Basic Features of Your Phone

Note

By default, user passwords are factory preset to the numerals 123. Your
administrator can change this default password if needed. Polycom recommends
that you change your password when you first log in to a phone. Your user ID is
managed only by your administrator, meaning you cannot change it yourself.

To change your user password:

1 Log in to any phone on your network.

2 From the home screen, press the Menu key, then select Features > User

Login > Change User Login Password.

The Change User Login Password screen displays, as shown next.

3 Enter your old password and your new password twice, and then press

the Enter soft key.

The ‘User password changed’ message displays. Your password is
changed.

The next time you log in to a phone, you’ll need to enter this password.

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User Guide for the SoundPoint IP 550/560 Phone

2 - 32

3

Using the Advanced Features of Your
Phone

This chapter provides operating instructions for the advanced features of the
SoundPoint IP 550/560 phone. The topics include:

• Using Multiple Call Appearances

• Using Text Messaging

• Using Buddy Lists

• Broadcasting Messages Using Push-to-Talk and Group Paging

• Accessing Features with Your Login Credentials

• Updating Your Phone’s Configuration

• Restarting Your Phone

To customize your phone, refer to Customizing Your Phone on page 4-1. To
read about the phone’s basic features, refer to Using the Basic Features of Your

Phone on page 2-1.

If you require additional information or assistance with your new phone,
contact your system administrator.

Using Multiple Call Appearances

When multiple call appearances is set up, you can see information for more
than one call at one time. For example, if you have an active call, you can see
information for an incoming call as well.

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User Guide for the SoundPoint IP 550/560 Phone

For example, the following figure shows an active call with Lauren Gates on
line 3161.

The following figure shows an incoming call from Jack Jones on the same line.

To answer an incoming call when configured for multiple call appearances:

>>

Do one of the following:

— Press or the Hold soft key to place the original call on hold.

— Press to access the new call.

Answer the incoming call.

This original call is placed on hold and the incoming call becomes the
active call.

3 - 2

Your phone can display two call appearances at one time. If more than two
calls are taking place on the same line, a counter displays on the display. Use
the down arrow to access additional calls, or call appearances.

To place an additional call on the same line, place the active call on hold, and
then press the New Call soft key.

Using Text Messaging

You can send and receive text messages using your phone. SIP Instant (Text)
Messaging is supported in real-time. Received messages will be indicated by a
flashing Message Waiting Indicator LED on the front of the phone and,
optionally, a visual notification on the graphic display.

Using the Advanced Features of Your Phone

Note

The text messaging feature is an optional feature and may not be supported on
your particular system. If it is supported, screen options may vary with your
application. Text messaging may be accessible with a single key press. For more
information, contact your system administrator.

To read text messages:

1. Do one of the following steps:

— Press .

Select Instant Messages.

— Press .

Select Features > Messages > Instant Messages.

— Press the InstMsg soft key.

2. If multiple lines are configured on your phone, select from which line

messages are to be retrieved from the list using and .

The newest messages are displayed first in the list.

3. (Optional.) Do one of the following:

4. Press to return to the idle screen.

— Press the Next or Prev soft keys to cycle through messages in order.

— Press the More soft key to access the Delete, Reply, and New soft

keys.

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User Guide for the SoundPoint IP 550/560 Phone

To send a text message:

1. Do one of the following:

— Press .

Select Instant Messages.

Note

Note

Screen options may vary with your application. Voice Mail may be accessible with a
single key press. Contact your system administrator about this option.

— Press .

Select Features > Messages > Instant Messages.

2. If multiple lines are configured on your phone, first select from which

line to send the message from the list using and .

3. Press the New soft key.

4. Enter the number.

Use the 1/A/a soft key to alternate between numeric and upper/lower case
alphanumeric modes.

Y ou can also enter the SIP URL or IP address. For more information on using a SIP
URL or IP address, refer to the instructions for using the handset in Placing Calls on
page 2-2.

5. Press the Ok soft key.

6. Do one of the following:

7. Press the Send soft key to send the message.

8. Press to return to the idle screen.

3 - 4

— Press the Select soft key to choose from various pre-scripted short

messages.

— Press the Edit soft key to compose a custom message.

Use dial pad keys to cycle through the character set. Use keys 1, *, 0,
and # to select special characters.

Using Buddy Lists

A buddy list is a list of users/devices whose status, or presence, you can
monitor. Users update their presence setting (for example, “Be right back”,
“Busy”, or “Out to lunch”), and you can view their status in real-time from
your phone.

Your phone can “watch” the status of up to eight other phones or 48 buddies.
These other phones form your “buddy list”. Your phone displays the status of
your buddies in real time. Your phone can be “watched” by up to eight other
phones.

If your SoundPoint IP 550/560 phone is configured to work with Microsoft
Live Communications Server 2005, the behavior of the presence setting and
buddy lists is different. For more information, refer to Integrating With

Microsoft Live Communications Server 2005 on page 3-7.

If your phone is configured to work with Microsoft Lync Server 2010, the
behavior of the presence setting and buddy lists is different. For more
information, refer to Integrating With Microsoft Lync Server 2010 on page 3-8.

Updating Your Presence Settings

Using the Advanced Features of Your Phone

To view and change your presence settings:

1. Do one of the following:

— Press .

Select Features > Presence > My Status.

— Press the MyStat soft key.

2. Scroll through the list, and then press the Select soft key to select your
new status.

The phones watching your status will now display your new status.

Presence information will also be sent to watching phones when you go
off-hook or enable Do Not Disturb.

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User Guide for the SoundPoint IP 550/560 Phone

Managing Buddies

Manage your buddies by selecting the contacts whose presence you want to
monitor. These contacts form your buddy status list. You add contacts to your
buddy status list from your contact directory.

Note

If your call server is Microsoft Live Communications Server 2005, refer to

Integrating With Microsoft Live Communications Server 2005 on page 3-7.

If your call server is Microsoft Lync Server 2010, refer to Integrating With Microsoft

Lync Server 2010 on page 3-8.

To add or delete a contact from your buddy list:

1. Press .

2. Select Contact Directory.

3. Scroll to highlight the contact.

You can also use the * key to page up and the # key to page down.

4. Press the Edit soft key.

5. Scroll to the Watch Buddy field.

6. Toggle to select Enabled.

If Watch Buddy is enabled, the contact is added to your buddy list.
If disabled (default), the contact is removed from your buddy list.

7. Press the Save soft key to accept your changes.

3 - 6

8. Press to return to the idle screen.

To block or unblock a contact from your buddy list:

1. Press .

2. Select Contact Directory.

3. Scroll to highlight the contact.

You can also use the * key to page up and the # key to page down.

4. Press the Edit soft key.

5. Scroll down to the Block Buddy field.

6. Toggle to select Enabled.

If Block Buddy is enabled, the contact cannot watch your phone.
If disabled (default), the contact can watch your phone.

7. Press the Save soft key to accept your changes.

Using the Advanced Features of Your Phone

8. Press to return to the idle screen.

Integrating With Microsoft Live Communications Server 2005

Your system administrator can configure your phone to work with Microsoft
Live Communications Server 2005 and communicate with others using
Microsoft Office Communicator and Windows Messenger. From your phone,
you can invite, join, control, and monitor integrated multipoint audio and
video conferences.

Any contacts you add through your buddy list will appear as contacts in
Microsoft Office Communicator and Windows Messenger. Any contacts you
add in Microsoft Office Communicator and Windows Messenger will appear
in your buddy list.

To view and change your presence, refer to Updating Your Presence Settings
on page 3-5.

For more information, contact your system administrator.

To add a contact to your buddy list:

1. Press .

2. Select Features > Presence > Buddy Status.

3. Press the More soft key.

4. Press the Add soft key.

5. Enter the number of the contact.

6. Press the Submit soft key.

7. Press to return to the idle screen.

To view and change your privacy list:

1. Press .

2. Select Features > Presence > Buddy Status > Privacy List.

3. Scroll through the list to find the contact.

4. Press the Edit soft key.

5. Scroll down to the Access field.

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User Guide for the SoundPoint IP 550/560 Phone

6. For Access, toggle to select Enabled.

When enabled, you are allowing the contact to see your presence.
When disabled (default), you are not allowing the contact to see your
presence.

7. Press to return to the idle screen.

Integrating With Microsoft Lync Server 2010

Your system administrator can configure your phone to work with Microsoft
Lync Server 2010 and communicate with others using Microsoft Lync. From
your phone, you can invite, join, control, and monitor integrated multipoint
audio and video conferences.

Any contacts added through your buddy status list will appear as a contact in
Microsoft Lync. Any contacts added as a contact in Microsoft Lync will appear
in your buddy status list.

To view and change your presence, see Updating Your Presence Settings on
page 3-5. For more information on integrating with Microsoft Lync Server
2010, contact your system administrator.

Note

Your login credentials will be set up by your system administrator so your phone is
authorized to communicate with Microsoft Lync Server 2010. If you have any issues
with your login credentials, refer to Restarting Your Phone on page 3-21.

Adding Buddies

To add a contact to your buddy list:

1. Do one of the following:

a Press , and select Features > Presence > Buddy Status.

b Press the Buddies soft key.

2. Do one of the following:

— If the buddy list is empty, press the Add key.

—If the buddy list is not empty, press the More soft key, and then the Add

soft key.

3. Enter the desired contact name and press the Submit soft key.

You can also delete a contact from your buddy list.

To place a call to a buddy, see the next section, Calling Your Buddies or the
Microsoft Lync documentation.

3 - 8

Using the Advanced Features of Your Phone

Calling Your Buddies

To place a call from your buddy list:

1. Do one of the following:

a Press , and select Features > Presence > Buddy Status.

b Select the Buddies soft key.

2. Scroll to desired buddy in the list.

3. Press the Dial soft key or lift the handset.

Broadcasting Messages Using Push-to-Talk and Group
Paging

The Group Paging and Push-to-Talk (PTT) features enable you to broadcast a
message to as many people as have subscribed to a channel or have been
placed in a group. Your system administrator can set up both features on your
phone.

Group Paging mode enables you to broadcast a one-way announcement to
people subscribed to a paging group. The people receiving the announcement
can’t respond to the message.

PTT mode enables you to broadcast a message to people subscribed to a
channel. The people receiving the message can respond to the message by
broadcasting a message over the same channel. In this way, PTT is a
collaborative broadcast mode.

Your system administrator can define up to 25 Paging Groups (for Group
Paging mode) or Channels (for PTT mode). Your system administrator may
assign a label to each group or channel that easily identifies the phones in the
group or channel (for example, All, HR Dept, Shipping Staff, or Executives).
Each group or channel will have one of the following priorities:

• Normal (for Groups/Channels 1-23)—Broadcasts sent to
Groups/Channels 1 to 23 are considered Normal broadcasts. When a
phone receives more than one Normal broadcast, the first broadcast
received is accepted, and all others are ignored (not played and not
stored). By default, all phones receive broadcasts sent to Group/Channel

1.

• Priority (for Group/Channel 24)—Broadcasts sent to Group/Channel 24
are considered Priority broadcasts. All phones receive Priority broadcasts
unless Do Not Disturb is enabled. If a phone receives a Priority broadcast
while an Emergency broadcast is already playing, the Priority broadcast is

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User Guide for the SoundPoint IP 550/560 Phone

placed on hold. Phones play Priority broadcasts at the phone’s current
audio level.

• Emergency (for Group/Channel 25)—Broadcasts sent to Group/Channel
25 are considered Emergency broadcasts. All phones receive Emergency
broadcasts (even if Do Not Disturb is enabled), and play them
immediately. By default, phones play Emergency broadcasts at the highest
audio level. The audio level will return to normal for subsequent
non-Emergency broadcasts.

Push-to-Talk Mode

Your phone may be enabled to operate in a broadcast mode called
Push-to-Talk (PTT). In PTT mode, you broadcast messages on a specific
channel. In order to send and receive PTT broadcasts on certain channels, you
have to subscribe to those channels.

PTT broadcasts are collaborative: you can transmit messages and listen to
replies.

Sending and Receiving PTT Broadcasts

To send and receive PTT broadcasts, you need to subscribe to certain channels.
By default, you’re subscribed to Channels 1, 24 (the Priority channel), and
25 (the Emergency channel). This means that:

• You can send PTT broadcasts on Channels 1, 24, and 25.

• You’ll receive PTT broadcasts sent on Channels 1, 24, and 25.

When you end a PTT broadcast, the channel remains open and enters a waiting
period. This waiting period gives people who received the broadcast a chance
to respond. If no one responds within the waiting period, the channel closes.

Sending PTT Broadcasts

If you send a PTT broadcast without specifying a channel, it’s automatically
transmitted on the default channel. Channel 1 is the default channel that all
broadcasts transmit on, if no channel is specified for a broadcast.

You can change your default channel to any channel you want (see Updating

the Default Channel on page 3-14). If you change your default channel, you’ll

become subscribed to that channel automatically. To subscribe to a channel,
see Updating Channel Subscriptions on page 3-15).

3 - 10

Using the Advanced Features of Your Phone

To send a PTT broadcast:

1. Press the Talk soft key to select a channel to broadcast on.

Note

To automatically send a PTT broadcast on the default channel, press and hold the
Talk soft key , and then go to step 4.

2. From the PTT Channels List screen, select the channel to send the
broadcast on (as shown next).

The list displays the default channel, the most recent channel you sent a
broadcast on, and other channels you can broadcast on.

In the above example, the default channel is 1, the recent channel is 1, the
Emergency channel is 25, and the Priority chnnael is 24.

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User Guide for the SoundPoint IP 550/560 Phone

3. To start the broadcast, press and hold the Talk soft key. (You need to
press the Talk soft key throughout the entire broadcast.)

You’ll hear a ‘transmitting’ beep, and then the phone displays the channel
you are using (‘To:Teachers (Channel 18)’, as shown next).

4. Start talking.

Note

If you release the Talk soft key while you’re sending the broadcast, the broadcast
temporarily stops and enters a 10 second ‘Waiting’ period. During this period, the
channel remains open to give people a chance to reply. At any time during the
waiting period, you can resume your broadcast by pressing and holding the Talk
soft key . If no one broadcasts during the waiting period, the channel closes and the
broadcast ends.

5. When you finish your broadcast, do one of the following:

—Release the Talk soft key. The broadcast temporarily stops and enters a

10-second waiting period to allow others to reply, or you to resume
the broadcast. If no one responds during a waiting period, the channel
closes and the broadcast ends.

—Press the End PTT soft key. The broadcast temporarily stops and enters

a 10-second waiting period to allow others to reply. If there are no
replies, the channel closes and the braodcast ends. After you tap the
End PTT soft key, you can immediately initiate another broadcast on
another channel, even if the previous broadcast is still in its waiting
period.

Receiving PTT Broadcasts

To receive a broadcast sent on a particular channel, you need to be subscribed
to that channel. To subscribe to a channel, see Updating Channel Subscriptions
on page 3-15.

How you receive a PTT broadcast depends on the broadcast priority, whether
you’re in an active call, or if you’re allowed to receive broad casts during active
calls.

3 - 12

Using the Advanced Features of Your Phone

You’ll receive broadcasts on the channels you’re subscribed to as well as
Channel 24 (the Priority channel) and Channel 25 (the Emergency channel). If
you’ve enabled Do Not Disturb on your phone, you’ll only receive Emergency
broadcasts. Non-emergency broadcasts won’t display or play on your phone.

When a broadcast ends, your phone emits an ‘end of transmission’ beep and
enters a 10 second waiting period. During this period, you can respond to the
broadcast (see Replying to PTT Broadcasts on page 3-13).

Receiving PTT Broadcasts When You’re Not in an Active Call

If you receive a broadcast and you’re not in an active call, the broadcast
displays in the center of your screen and immediately plays, regardless of the
broadcast priority.

Receiving PTT Broadcasts During Active Calls

How you handle a broadcast when you’re in an active call depends on the
broadcast priority and if you’re allowed to receive a broadcast when you’re in
an active call.

If the broadcast isn’t a Priority or Emergency page:

• If your phone is allowed to receive broadcasts during active calls, the
broadcast displays in the inactive call group as an active broadcast (as
shown next) and immediately plays. You’ll hear both the original call and
the broadcast. To listen to only the broadcast, hold or end the call.

• If your phone isn’t allowed to receive broadcasts during active calls, the
broadcast displays in the inactive call group as a held broadcast, as shown
next. To listen to the broadcast, hold or end the call or press the Accept soft
key.

If it’s a Priority or Emergency broadcast, the broadcast displays in the inactive
call group as an active broadcast and immediately plays. You’ll hear both the
original call and the broadcast. To listen to only the broadcast, hold or end the
call.

Replying to PTT Broadcasts

When a broadcast ends, you have a chance to respond to it before the channel
closes.

When a broadcast ends, the broadcast enters a 10 second waiting period
(as shown next). During this period, the channel remains open to receive or
send additional broadcasts.

During a waiting period, you can press and hold the Talk soft key and talk to
all the people listening on the channel. When you finish talking, release the
Talk soft key. The broadcast will enter another waiting period until someone
broadcasts again. If no activity occurs within the waiting period, the channel
closes and no more broadcasts can take place.

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User Guide for the SoundPoint IP 550/560 Phone

Ending PTT Broadcasts

You can end a PTT broadcast by releasing the Talk soft key, or by tapping the
End PTT soft key. After you end a broadcast, the channel remains open so

others can respond.

If you release the Talk soft key without pressing the End PTT soft key:

• You can resume the broadcast by pressing and holding the Talk soft key
(if the broadcast is in a wait period).

• You can’t initiate another broadcast on another channel until the waiting
period ends.

If you press the End PTT soft key:

• You can’t resume the broadcast by pressing and holding the Talk soft key.

• You can immediately initiate another broadcast on another channel.

Adjusting the Volume of PTT Broadcasts

You can adjust the volume of PTT broadcasts while they play. During a
broadcast, press either Volume Up or Volume Down to raise or lower the
volume of the broadcast.

If you adjust the volume of a non-emergency broadcast, your phone retains the
adjusted volume for all subsequent non-emergency broadcasts. However,
even though you can adjust the volume of an Emergency broadcast, the
adjusted volume won’t be retained for subsequent Emergency broadcasts. All
Emergency broadcasts play at the same volume, until you adjust it.

Changing Where Broadcasts are Played

While you send a broadcast, you can pick up the handset or press the
Speakerphone or the Headset key and continue speaking. You can also press
the Microphone Mute key to mute your audio so that the people receiving
your broadcast won’t hear anything. This behavior is similar to a phone call.

When you listen to a broadcast, you can pick up the handset or press
Speakerphone or the Headset key and continue listening to the broadcast.

Updating the Default Channel

If you don’t select a channel to broadcast on, your broadcast will automatically
transmit on the default channel, Channel 1. If you want, you can change the
default channel.

The default channel is automatically used when you initiate a broadcast by
pressing and holding the Talk soft key.

3 - 14

Using the Advanced Features of Your Phone

To update the default channel:

1. Press , then select Settings > Basic > Preferences >

Paging/PTT Configuration > PTT Push to Talk.

2. Press the Edit soft key.

3. Enter the new default channel.

4. Press the Ok soft key.

Updating Channel Subscriptions

You can subscribe to any channel that has been enabled by the system
administrator and appears in your channels list. When you subscribe to a
channel, you can send and receive PTT broadcasts on that channel.

To subscribe to additional PTT channels:

1. Press , then select Settings > Basic > Preferences >

Paging/PTT Configuration > PTT Push to Talk.

2. From the PTT Channel Configuration screen, use the down arrow key to
locate Channels Subscriptions, then press the Select soft key.

3. From the Channels Subscriptions screen, use the down arrow key to
select a channel to subscribe to, then press the Edit soft key.

4. Use the left or right arrow keys to select Yes, then press the Ok soft key.

By default, you’re subscribed to Channels 1, 24, and 25.

Allowing PTT Broadcasts to Play During Active Calls

The Accept While Busy option allows PTT broadcasts to come in as active calls
(if enabled) or held calls (if disabled).

If enabled, a PTT broadcast will interrupt telephone calls and you’ll hear the
audio of both the telephone call and the PTT broadcast. The party on the other
end of the telephone call cannot hear the PTT broadcast unless that party has
also enabled Accept While Busy.

If disabled, PTT broadcasts are held during an active call. To hear the
broadcast, you have to resume the broadcast.

To allow or disallow PTT broadcasts to play during an active call:

1. Press , then select Settings > Basic > Preferences >

Paging/PTT Configuration > PTT Push to Talk.

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User Guide for the SoundPoint IP 550/560 Phone

2. From the PTT Channel Configuration screen, use the down arrow key to
locate Accept While Busy, then press the Select soft key.

3. From the Accept While Busy screen, use the left or right arrow key to
select Enabled or Disabled, then press the Ok soft key.

The default setting is Disabled. When enabled, your phone will accept and
play broadcasts while you’re in an active call. When disabled, your phone
won’t play broadcasts while you’re in a call, but will hold them instead.

Group Paging Mode

Your phone may be enabled to operate in a broadcast mode called
Group Paging mode. In this mode, you broadcast one-way announcements to
a specified group of phones, called a Paging Group. In Group Paging mode,
users must subscribe to Paging Groups to send and receive pages.

Sending and Receiving Pages

To send and receive pages, you need to subscribe to certain Paging Groups. By
default, you’re subscribed to Paging Groups 1, 24, and 25. This means that:

• You can send pages to Paging Groups 1, 24, and 25.

• You’ll receive pages sent to Paging Groups 1, 24, and 25.

Sending Pages

By default, when you send a group page, it’s automatically sent to
Paging Group 1. This is your default paging group.

You can change your default paging group to any group you want (see

Updating the Default Paging Group on page 3-19). If you change your default

paging group, you’ll become subscribed to that paging group automatically.
To subscribe to a paging group, see Updating Paging Group Subscriptions on
page 3-19.

To send a page:

1. To send a page, press the Paging soft key.

3 - 16

Using the Advanced Features of Your Phone

Note

To automatically send a page to the default paging group, press the Paging soft
key.

2. From the Paging Groups List screen, select the paging group to send the
page to (as shown next).

The list displays the default paging group, the most recent group you
paged, and other paging group that you can page.

In the above example, the default paging group is Group 6, the recent
paging group is Group 1, the Priority group is 24, and the Emergency
group is 25.

3. To start the page, press the Page soft key.

Just before the page starts, you’ll hear an alert tone, and then the page
starts (as shown next).

4. Start talking.

5. To end the page, press the End Page soft key.

Receiving Pages

To receive a page sent to a particular paging group, you need to be subscribed
to that group. To subscribe to a paging group, see Updating Paging Group

Subscriptions on page 3-19.

How you receive a page depends on the priority of the page, whether you’re
in an active call, or if you’re allowed to receive a page during an active call.

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User Guide for the SoundPoint IP 550/560 Phone

You’ll receive pages on the paging groups you’re subscribed to as well as
Group 24 (Priority pages) and Group 25 (Emergency pages). If you enabled
Do Not Disturb, you’ll only receive Emergency pages. Non-emergency pages
won’t display or play on your phone.

Receiving Pages When You’re Not in an Active Call

If you receive a page and you’re not in an active call, the page displays in the
center of your screen and immediately plays, regardless of the paging priority.

While a page plays, you can:

•Hold the page.

• End the page. This ends the page at your phone only.

• Place a new call.

Receiving Pages During Active Calls

How you handle a page when you’re in an active call depends on the page
priority and if you’re allowed to receive a page when you’re in an active call.

If the page isn’t a Priority or Emergency page:

• If your phone is allowed to receive pages during active calls, the page
displays in the inactive call group as an active page and immediately
plays. You’ll hear both the original call and the page. To hear only the
page, hold or end the call.

• If your phone isn’t allowed to receive pages during active calls, the page
displays in the inactive call group as a held page.

To listen to the page, select the page appearance and press Accept soft key.
The active call will be held.

If it’s a Priority or Emergency page, the page displays in the inactive call group
as an active page and immediately plays. You’ll hear both the original call and
the page. To hear just the page, hold or end the call.

Adjusting the Volume of Pages

You can adjust the volume of pages while they play. During a page, press
either Volume Up or Volume Down to raise or lower the page volume.

If you adjust the volume of a non-emergency page, your phone will use the
adjusted volume for subsequent non-emergency pages. However, if you
adjust the volume of an Emergency page, your phone won’t use the adjusted
volume for subsequent Emergency pages. All Emergency pages play at the
same volume, until you adjust it.

Changing Where Pages are Played

While you send a page, you can pick up the handset or press Speakerphone
or the Headset key and continue speaking. You can also press the Microphone
Mute key to mute your audio so that the people receiving your page won’t
hear anything. This behavior is similar to a phone call.

3 - 18

Using the Advanced Features of Your Phone

An incoming page plays from the speakerphone by default. If you lift the
handset or press the Headset key, you’ll hear a dial tone.

Note

Your system administrator can change your phone’s configuration so that you can
change where the page plays: the speakerphone, headset, or handset.

Updating the Default Paging Group

If you don’t select a group to send your pages to, your page will automatically
go to the default paging group, Group 1. If you want, you can change the
default paging group.

To update the default Paging Group:

1. Press , then select Settings > Basic > Preferences >

Paging/PTT Configuration > Group Paging.

2. From the Group Paging Configuration screen, press the Edit soft key.

The default paging group is 1.

3. Enter the number of the new default paging group, then press the Ok soft
key.

Updating Paging Group Subscriptions

By default, you’re subscribed to Paging Groups 1, 24, and 25. This means that
you can send pages to and receive pages sent to these groups. You can change
which groups you are subscribed to. However, you can’t disable your
subscriptions to Paging Groups 24 and 25.

To update your Paging Group subscriptions:

1. Press , then select Settings > Basic > Preferences >

2. From the Group Paging Configuration screen, use the down arrow key to

3. From the Group Subscription screen, use the down arrow key to select a

4. Use the left or right arrow keys to select Yes, then press the Ok soft key.

By default, you’re subscribed to Channels 1, 24, and 25.

Paging/PTT Configuration > Group Paging.

locate Groups Subscriptions, then press the Select soft key.

group to subscribe to, then press the Edit soft key.

For example, you may want to enable subscriptions to Paging Group 6, so
you’ll be able to send pages to, and receive pages sent to, this group.

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User Guide for the SoundPoint IP 550/560 Phone

Allowing Pages to Play During Active Calls

The Accept While Busy option allows pages to come in as active calls (if
enabled) or held calls (if disabled).

If enabled, a page will interrupt telephone calls and you’ll be able to hear the
audio of both the telephone call and the page. The party on the other end of the
telephone call cannot hear the page unless that party has also enabled
Accept While Busy.

If disabled, pages are placed on hold during an active call. To hear the page,
select the page, and then resume it.

To allow or disallow pages to play during an active call:

1. Press , then select Settings > Basic > Preferences >

Paging/PTT Configuration > Group Paging.

2. From the Group Paging Configuration screen, use the down arrow key to
locate Accept While Busy, then press the Edit soft key.

3. From the Accept While Busy screen, use the left or right arrow key to
select Enabled or Disabled, then press the Ok soft key.

The default setting is Disabled. When enabled, your phone will accept and
play pages while you’re in an active call. When disabled, your phone won’t
play pages while you’re in a call, but will hold them instead.

Accessing Features with Your Login Credentials

If your phone is set up to integrate with Microsoft Lync, your system
administrator has assigned you login credentials-a domain, user name, and
password-that your phone requires to access the feature.

If there is a problem with your login credentials, you won't be able to access
the feature on your phone. When your phone has incorrect login credentials,
the message ‘Login Credentials failed.’ displays on the screen. You must
re-submit your login credentials.

3 - 20

Using the Advanced Features of Your Phone

To re-submit or enter your login credentials:

1. Press , then select Settings > Basic> Login Credentials.

The Login Credentials Domain screen displays.

2. Enter the domain, user name, and password, then press the Submit soft
key.

Updating Your Phone’s Configuration

Your phone can often accept a new configuration without requiring a restart.

To update the phone’s configuration:

1. Press .

2. Select Settings > Basic > Update Configuration.

“Are you sure?” appears on the screen.

3. If you still want to update the configuration, press the Yes soft key.

The configuration is updated. On occasion, your phone may restart
depending on which configuration parameters have changed.

4. If the phone did not restart, press to return to the idle screen.

Restarting Your Phone

In rare cases, your system administrator may ask you to restart your phone to
assist in troubleshooting. It is sometimes possible to restore normal operation
to a malfunctioning phone without restarting it. Your system administrator
may want to perform diagnostics on the phone before restarting it, contact
them before restarting the phone and losing current status information.

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User Guide for the SoundPoint IP 550/560 Phone

Note

Note

Do not restart your phone to upload a new configuration. Instead, refer to Accessing

Features with Your Login Credentials on page 3-30.

Call lists are automatically cleared when you restart the phone.

To restart the phone:

1. Press .

2. Select Settings > Basic > Restart Phone.

“Are you sure?” appears on the screen.

3. If you still want to restart your phone, press the Yes soft key.

The restart process begins. The process ends when the idle screen appears.

3 - 22

Customizing Your Phone

You can customize your Polycom® SoundPoint IP 550/560 desktop phone by
adjusting settings such as: time and date, display contrast, and ring type. You
can add contacts to the phone’s directory manually or from call lists. You can
handle incoming calls from different contacts in different ways.

This chapter provides basic operating instructions for customizing your
SoundPoint IP 550/560 phone. The topics include:

• Configuring Basic Settings

• Managing Call Lists

• Managing Contacts

4

• Managing Incoming Calls

Some customizations of your SoundPoint IP 550/560 phone are performed by
your system administrator. For more information about these customizations,
refer to System Customizations on page 4-25.

If you require additional information or assistance with your phone, contact
your system administrator.

Configuring Basic Settings

You can configure basic settings such as appearance of the time and date,
display contrast, backlight intensity, headset memory mode, headset

hookswitch selection, ring type, audible ringer, language support localization,
background pattern and soft key label color through the phone’s menu.

Changing the Appearance of the Time and Date

The time and date appears on the graphic display of the SoundPoint
IP 550/560 phone. If the phone cannot obtain a time and date from the call
server, the display will flash. Contact your system administrator if either the
time or date is incorrect.

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User Guide for the SoundPoint IP 550/560 Phone

You can select from various formats for the time and date display. You can also
disable the time and date so they do not display on the phone.

To configure the time and date formats:

1. Press .

2. Select Settings > Basic > Preferences > Time & Date.

3. Select from Clock Date, Clock Time (shown below), Clock Order, or

Enable/Disable.

4. Scroll through the options under each of these selections.

5. Press the Select soft key to confirm your choice.

6. Press to return to the idle screen.

Changing the Display Contrast

To adjust the contrast on the phone display:

1. Press .

4 - 2

2. Select Settings > Basic > Contrast.

3. Press the Up or Down soft keys, or the volume keys, to increase or

decrease the display contrast.

4. Press the Ok soft key to accept your changes.

5. Press to return to the idle screen.

Changing the Backlight Intensity

Customizing Your Phone

Backlight intensity on the SoundPoint IP 550/560 phone has three
components:

• Backlight On

• Backlight Idle

• Maximum Intensity

You can modify the Backlight On Intensity and the Backlight Idle Intensity
separately. You can choose a high, medium, or low intensity, or turn the
backlight off entirely.

When you modify the Maximum Intensity, you are modifying the entire
backlight intensity scale. For example, if you decrease the Maximum Intensity,
the low, medium, and high values for the Backlight On intensity and the
Backlight Idle intensity will decrease proportionally.

The backlight automatically turns on with any button, soft key, hookswitch,
USB, or telephony activity. After 20 seconds of inactivity, the backlight dims
to its idle intensity.

To modify the backlight intensity:

1. Press .

2. Select Settings > Basic > Backlight Intensity.

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User Guide for the SoundPoint IP 550/560 Phone

3. Select Backlight On Intensity.

4. Scroll to select high (default), medium, low, or off, and then press the

Select soft key. Press the Save soft key to accept your changes.

5. Select Backlight Idle Intensity.

6. Scroll to select high, medium, low (default), or off, and then press the

Select soft key. Press the Save soft key to accept your changes.

7. Select Maximum Intensity.

8. To increase or decrease the maximum backlight intensity on the phone’s

display, press the Up or Down soft keys.

To increase or decrease the maximum backlight intensity on the expansion
module, press the Up or Down soft keys on the expansion module.

The backlight intensities for the On and Idle modes, as well as the
backlight intensities between each expansion module and the phone’s
screen are shown relative to these values.

4 - 4

9. Press the Ok soft key to accept your changes.

10. Press to return to the idle screen.

Changing the Backlight Timeout

You can change the length of time your phone is idle before the backlight
changes to the Backlight Idle Intensity.

To change the backlight timeout:

1. Press .

2. Select Settings > Basic > Backlight Timeout.

Customizing Your Phone

3. From the Backlight Timeout screen, scroll to the timeout you want, then
press the Select soft key.

The default timeout is 40 seconds.

4. Press to return to the idle screen.

Enabling Headset Memory Mode

This feature allows you to answer your phone from your headset if you are
using one.

For information on headsets that provide Polycom supported electronic hookswitch
features for placing, answering, and ending calls, refer to Technical Bulletin 37477
SoundPoint IP Family Headset Compatibility List, available from

http://www.polycom.com/support/voice/soundpoint_ip/VoIP_Technical_Bulletins_pu
b.html

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User Guide for the SoundPoint IP 550/560 Phone

To select a headset that supports electronic hookswitch:

1. Press .

2. Select Settings > Basic > Preferences > Headset > Analog Headset.

3. Scroll to select your headset, and then press the Select soft key.

4. Press to return to the idle screen.

4 - 6

Selecting the Correct Headset for Electronic Hookswitch

This feature allows you to answer your phone from your headset if you are
using one.

For information on headsets that provide Polycom supported electronic hookswitch
features for placing, answering, and ending calls, refer to Technical Bulletin 37477
SoundPoint IP Family Headset Compatibility List, available from

http://www.polycom.com/support/voice/soundpoint_ip/VoIP_Technical_Bulletins_pu
b.html

To select a headset that supports electronic hookswitch:

1. Press .

2. Select Settings > Basic > Preferences > Headset > Analog Headset.

3. Scroll to select your headset, and then press the Select soft key.

Customizing Your Phone

4. Press to return to the idle screen.

Selecting the Ring Type

You can select different ring types to distinguish different lines or phones from
each other.

To change the incoming ring type:

1. Press .

2. Select Settings > Basic > Ring Type.

3. If multiple lines are configured on your phone, scroll to the desired line

and select it.

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User Guide for the SoundPoint IP 550/560 Phone

4. Scroll to select the desired ring type.

To hear the selected ring type, press the Play soft key.

5. Press the Select soft key to change to the selected ring type.

6. Press to return to the idle screen.

Note

If you configure your SoundPoint IP 550/560 phone with a silent ring, press the
flashing Line key or the Answer soft key to answer the call. If your handset is off
hook, the call is routed to the handset. If your handset is on hook, the call is routed
to the speaker.

Changing the Audible Ringer

The SoundPoint IP 550/560 phone can play the audible ringer of an incoming
call through any of its alerting destinations: the speaker, the handset, the
headset (if enabled), or the active destination.

Note

If the Active destination is selected, the audible ringer is played through:

• The speake r, by default.

• The handset, if it is off-hook and the phone is idle.

• The headset, if it is connected and Headset Memory Mode is enabled (refer to

Enabling Headset Memory Mode on page 4-5).

To change the audible ringer:

1. Press .

2. Select Settings > Basic > Preferences > Audible Ringer.

4 - 8

3. Scroll to select the desired ring destination.

4. Press the Select soft key to change to the selected audible ringer.

5. Press to return to the idle screen.

Changing the Language

Customizing Your Phone

Choose Speaker, Handset, Headset, or Active as the alerting destination
for the audible ringer.

The SoundPoint IP 550/560 phone supports many languages.

To change the language:

1. Press .

2. Select Settings > Basic > Preferences > Language.

3. Scroll to highlight the language you want.

You can choose from Chinese, Danish, Dutch, English (Canada), English
(United Kingdom), English (United States), French, German, Italian,
Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Slovenian,
Spanish, and Swedish.

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User Guide for the SoundPoint IP 550/560 Phone

4. Press the Select soft key to change to the highlighted language.

Text that appears on the graphic display will change to the language of
your choice.

5. Press to return to the idle screen.

Changing the Background

You can change the picture or design that appears on the graphic display. A
default background displays when the phone starts up (shown below). For
more information on selections, contact your system administrator.

Note

To change the graphic display background:

1. Press .

2. Select Settings > Basic > Preferences > Background.

Under certain circumstances, you may need to make an additional menu selection,
Select Background, to actually select the background.

If your system administrator has configured the phone’s idle browser and you want
to view the background and not the idle browser, you can turn off the idle browser
by doing the following:

• Select Bac kground > Prioritize Background.

• Select Enable and press the Select soft key.

4 - 10

3. Scroll to highlight the background you want.

4. Press the Select soft key to change to the highlighted background.

5. Press to return to the idle screen.

Changing the Soft Key Label Color

You can change the soft key label color that appears on the graphic display. A
default soft key label color displays when the phone starts up (shown below).
For more information on selections, contact your system administrator.

Customizing Your Phone

To change the soft key label color:

1. Press .

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User Guide for the SoundPoint IP 550/560 Phone

2. Select Settings > Basic > Preferences > Label Color.

Using the dialpad keys 1, 3, 7, and 9 change the soft key color to your
desired color. The Label soft key on the right reflects your changes.

Note

When the color of the label reaches a certain level of whiteness, “Cannot save this
color. Text might be unreadable.” appears and you are unable to save your
changes. This warning appears only the first time the color reaches that level.

3. Press the Save soft key to accept your changes.

4. Press to return to the idle screen.

Muting the Microphone

During a call, press . The Message Waiting Indicator turns red and a
microphone on the screen indicates that the other party (or parties) cannot
hear you.

Microphone Mute applies to all calling modes. You can still hear all other
parties while mute is enabled.

To turn off Microphone Mute, press again.

Adjusting the Volume

Press to adjust receiver volume during a call. Pressing
these keys in the idle state adjusts the ringer volume.

Note

4 - 12

To conform to regulatory requirements, handset and headset volume will return to a
preset level after each call, unless your system administrator changes this.
Hands-free Speakerphone volume settings will be maintained across calls.

Managing Call Lists

Your phone maintains local lists of missed, received, and placed calls. Each list
can contain up to 100 entries.

Press followed by Call Lists > Missed Calls, Received Calls, or
Placed Calls (shown below).

Manage the call list by doing the following:

• To edit the phone number, press the Edit soft key.

Customizing Your Phone

Note

Note

• To return the call, press the Dial soft key.

• To view information about the call, press press the More soft key followed
by the Info soft key.

• To store the contact in the Contact Directory, press the More soft key
followed by the Save soft key.

• To delete the call from list, press the More soft key followed by the Clear

soft key.

Press to return to the idle screen.

Press the Right arrow key from the idle screen to access the Placed Calls list.
Press the Left arrow key from the idle screen to access the Received Calls list.
Press the Down arrow from the idle screen to access the Missed Calls list.
You can use these shortcuts while placing calls or performing transferring and
conferencing functions.

Y ou can manually clear call lists by pressing the Directories key and then selecting
Call Lists > Clear. They are also automatically cleared when you restart the phone.

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User Guide for the SoundPoint IP 550/560 Phone

Managing Contacts

You can store a large number of contacts in your phone's local contact
directory, accessible by pressing and selecting Contact Directory.

You can dial or search for a contact in this directory. You may be able to add,
edit, and delete contacts.

You may have read access to portions of your corporate directory through
your phone. The contacts that you can see are determined by your system
administrator. You can place calls to contacts in your corporate directory. You
may be able to add contacts from the corporate directory to your local contact
directory.

Adding Contacts

You can add contacts to your contact directory manually, from a call list, or
from your corporate directory (if enabled).

Adding Contacts Manually

To add a contact to the local contact directory manually:

1. Press .

2. Select Contact Directory.

3. Press the More soft key.

4. Press the Add soft key.

4 - 14

Customizing Your Phone

5. Enter first and/or last name of the contact from the keypad.

Use the 1/A/a soft key to select between numeric and upper/lower case
alphanumeric modes.

Use the Encoding soft key to access special characters in other languages.

6. Enter a contact number.

This is a required field and it must be unique (not already in the directory).

7. (Optional.) Change the Speed Dial Index.

It is automatically assigned to the next available index value. You may
instead enter any unused speed dial number from 1 to 9999.

For more information, refer to Assigning Speed Dial Keys on page 2-21.

8. (Optional.) Change the Ring Type and Divert Contact.

These fields may be left blank.

For more information on setting the Ring Type field, refer to

Distinguishing Calls on page 4-22.

For more information on diverting contacts, refer to Diverting Calls on
page 4-24.

9. (Optional.) Change the Auto Reject, Auto Divert, Watch Buddy, and
Block Buddy.

Toggle to switch between Enabled and Disabled.

For more information on setting the Auto Reject field, refer to Rejecting

Calls on page 4-23. For more information on setting the Watch Buddy and

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User Guide for the SoundPoint IP 550/560 Phone

Block Buddy fields, refer to Managing Buddies on page 3-6.Press the Save
soft key to accept your changes.

10. Press to return to the idle screen.

Adding Contacts From Call Lists

To add a contact to the local contact directory from a call list:

1. Do one of the following:

a Press , and then select Call Lists >Missed Calls,

b Use a , , or shortcut from the idle menu.

2. Scroll to highlight the contact.

You can also use the * key to Page Up and the # key to Page Down.

3. Press the More soft key, and then the Save soft key to save the contact in
the phone’s directory.

Received Calls, or Placed Calls as desired.

4. Press to return to the idle screen.

Adding Contacts From the Corporate Directory

To add a contact to your local contact directory from the corporate directory:

1. Press .

2. Select Corporate Directory.

3. Search for the contact.

4 - 16

Refer to Searching the Corporate Directory on page 4-20.

Customizing Your Phone

4. Press the View soft key.

The contact’s information appears on the graphic display.

5. Press the Save soft key to save the contact in the local contact directory.

“Entry saved” appears on the graphic display. Only the first name, last
name, and phone number are saved.

6. Press to return to the idle screen.

Editing Contacts

To edit a contact in the local contact directory:

1. Press .

2. Select Contact Directory.

3. Scroll to highlight the contact.

You can also use the * key to page up and the # key to page down.

4. Press the Edit soft key.

5. Edit the contact information.

6. Press the Save soft key to accept your changes.

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User Guide for the SoundPoint IP 550/560 Phone

7. Press to return to the idle screen.

Note

You can quickly edit a contact associated with a speed dial key by pressing and
holding the contact’s speed dial key, and then performing steps 5 to 7.

Deleting Contacts

To delete a contact from the local contact directory:

1. Press .

2. Select Contact Directory.

3. Scroll to highlight the contact.

4. Press the More soft key followed by the Delete soft key.

5. Press to return to the idle screen.

Placing Calls to Contacts

You can also use the * key to page up and the # key to page down.

The contact is deleted from the directory.

4 - 18

Placing Calls From the Contact Directory

To place a call to a contact in the local contact directory:

1. Press .

2. Select Contact Directory.

3. Scroll to highlight the contact.

You can also use the * key to page up and the # key to page down.

4. Press the Dial soft key.

Placing Calls From the Corporate Directory

To place a call to a contact in the corporate directory:

1. Press .

2. Select Corporate Directory.

3. Search for the contact.

Refer to Searching the Corporate Directory on page 4-20.

4. Press the View soft key.

The contact’s information appears on the graphic display.

5. Press the Dial soft key.

Customizing Your Phone

Searching for Contacts

Searching the Contact Directory

To search for a contact in the local contact directory:

1. Press .

2. Select Contact Directory.

3. Press the More soft key, and then the Search soft key.

4. Using the dial pad, enter the first few characters of the contacts’s first or

last name.

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User Guide for the SoundPoint IP 550/560 Phone

5. Press the Search soft key again.

You can dial any successful matches from the resulting information on the
graphic display.

Searching the Corporate Directory

To search for a contact in the corporate directory (if enabled):

1. Press .

2. Select Corporate Directory.

Note

Your phone can remember and display the person or search you were last viewing
every time you open the corporate directory. To enable this feature, press the Menu
key, and then select Settings > Basic > Preferences > Corporate Directory >

View Persistency. Select Enabled, press the Select soft key, and then press the
Menu key to exit the menu.

4 - 20

Customizing Your Phone

3. Search for the contact in one of the following ways:

— In the search line, enter the first few characters of the contacts’s last

name using the dial pad. For example, to search for Carol Woller, enter
wo in the search line.

Press the Submit soft key. In this example, Carol Woller appears in the
search results.

If no entries in the corporate directory match the search parameters,
“No entries found.” appears.

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User Guide for the SoundPoint IP 550/560 Phone

— Press the AdvFind soft key, enter search values in the displayed fields.

For example, enter Byron Smith as the first name and last name.

Press the Submit soft key. In this example, Bryon Smith appears in the
search results.

You can dial any successful matches from the resulting information on the
graphic display.

Managing Incoming Calls

You can distinguish incoming calls by setting distinctive rings for contacts in
your contact directory, sending particular calls directly to your voice mail, or
transferring particular calls to another party.

Distinguishing Calls

You can customize your phone so that you can distinguish different parties by
ring type.

Note

This feature is local to the phone, and may be overridden by your organization’s
settings. For more information, contact your system administrator.

4 - 22

Customizing Your Phone

To set a distinctive ring type for a contact:

1. Press .

2. Select Contact Directory.

3. Scroll to highlight the contact.

You can also use the * key to page up and the # key to page down.

4. Press the Edit soft key, and then scroll down to the Ring Type field.

5. Navigate Left or Right to select the desired Ring Type.

Rejecting Calls

Note

For more information, refer to Selecting the Ring Type on page 4-7.

To remove a distinctive ring, or have no distinctive ring, navigate Left to
the blank entry.

6. Press the Save soft key to accept your changes.

7. Press to return to the idle screen.

You can customize your phone so that incoming calls from a particular party
are immediately sent to your voice mail.

Calls on shared lines can only be silenced using the Silence soft key , they cannot
be rejected.

To send incoming calls from a contact directly to voice mail:

1. Press .

2. Select Contact Directory.

3. Scroll to highlight the contact.

You can also use the * key to page up and the # key to page down.

4 - 23

User Guide for the SoundPoint IP 550/560 Phone

4. Press the Edit soft key, and then scroll down to the Auto Reject field.

5. Toggle to select Enabled.

6. Press the Save soft key to accept your changes.

7. Press to return to the idle screen.

Diverting Calls

You can customize your phone so incoming calls from a particular contact are
transferred directly to a third party.

To divert incoming calls from a particular contact:

1. Press .

2. Select Contact Directory.

3. Scroll to highlight the contact.

You can also use the * key to page up and the # key to page down.

4. Press the Edit soft key, and then scroll down to the Divert Contact field.

5. Enter the number of the party to whom you want to divert the call.

6. Scroll down to the Auto Divert field.

7. Toggle to select Enabled.

4 - 24

8. Press the Save soft key to accept your changes.

9. Press to return to the idle screen.

System Customizations

Support for multiple lines, multiple line keys per line, or shared lines can be
configured by your system administrator. See your system administrator for
details regarding these customizations.

Customizing Your Phone

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User Guide for the SoundPoint IP 550/560 Phone

4 - 26

Troubleshooting Your Phone

This chapter contains general troubleshooting information to help you solve
any problems you might encounter when you use your Polycom® SoundPoint
IP 550/560 phone. The tables in this chapter list possible trouble symptoms,
the likely causes of these problems, and the recommended corrective actions
to take. The topics include:

• Power and Startup

• Controls

• Access to Screens and Systems

• Audio

5

Note

• Calling

• Displays

• Productivity Suite

To obtain more detailed troubleshooting information, you can access certain
menus on your phone that test your phone hardware. For more information,
see Testing Phone Hardware on page 5-7.

If you require additional assistance, contact your system administrator.

Before restarting your phone, contact your system administrator . They may want to
troubleshoot your phone in more detail before restarting it and losing current status
information.

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User Guide for the SoundPoint IP 550/560 Phone

Power and Startup

Symptom Problem Corrective Action

There are power issues. The SoundPoint IP 550/560

phone has no power.

Controls

Do one of the following:

• Check if the phone is properly plugged
into a functional AC outlet.

• If using PoE, check that the ethernet
cable is properly plugged into the
phone and the outlet port. Contact
your system administrator to ensure
that you are using a powered port,
enabled for PoE.

• Make sure that the phone isn't
plugged into a plug controlled by a
light switch that is off.

• If the phone is plugged into a power
strip, try plugging it directly into a wall
outlet instead.

• Try the phone in another room where
the electricity is known to be working
on a particular outlet.

Symptom Problem Corrective Action

The dial pad does not work. The dial pad on the SoundPoint

IP 550/560 phone does not
respond.

5 - 2

Do one of the following:.

• Verify that the phone is unlocked (the
information status should not read
“This Phone is Locked”.

• Check to make sure the phone is
turned on (check display, other keys,
lights, try to place a call).

• Contact your system administrator.