Poly Edge E Series Training Manual

Lumen hosted voip

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Lumen

Hosted VoIP

Poly Edge E Series

E500/E550 Series

Published: February 2023

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Summary of Contents for Poly Edge E Series

Page 2 What you will learn today Getting started • E500 vs. E550 • Phone navigation • Dial plan Phone and calling features Voicemail • Set up your voicemail • Ways to access your voicemail • Access your end-user portal 933 emergency testing services Help ©...
Page 4 Poly Edge E500 vs E550 Poly Edge E500 Poly Edge E550 Ideal for Executives and enterprise Executives and enterprise professionals professionals working from the office or home office Line keys Line/contacts 12 displayed 12 displayed 32 supported 32 supported Pairing Bluetooth headset and mobile phone Best choice for hybrid working features ©...
Page 5 Phone navigation 1 Handset 2 Line keys E500 & E550: 12 (Note: Line assignments are limited to 32.) 3 Back button 4 LED bar – visual indicator of call & phone status • Incoming call – blinking green • Active call – solid green •...
Page 6 Dial plan When calling …. Dial …. *When dialing extensions or numbers less than 10-digits, press # after the Phones in your office* 2- to 7-digit extension + # number to make the call process faster. Phones in other offices 10-digit phone number Local 10-digit phone number...
Page 8 Softkey default layout On-hook Your softkeys may vary from the default •Pull layout depending on how your administrator •Directories has decided to program your phone. •Recent Calls •Retrieve If there are more than four softkey actions available, the last softkey will say more. Off-hook Pressing the more softkey will show those •Lines...
Page 9 Call lists: Access your call history All call types Call list actions To access missed, received and placed calls, either: You can take several actions from any call •Press the recent calls softkey list. Those are covered on the next slide. •Press the directories softkey, navigate to and select call lists •Press the home button, navigate to and select recent call More access to call lists...
Page 10 Call lists: Actions Dial To dial the highlighted number, either: •Press the dial softkey •Press the right navigation arrow Information softkey •See call details such as call time, date, duration and type. •Add contact to your personal directory. Type softkey See all calls or view a list by the type of calls: •Missed •Received...
Page 11 Home button options Redial softkey Press the home button to: •Select redial to call the last number you called. • Access various features and device settings. Note: Without pressing the home button, you can • Exit other menus and return to the home screen. redial the last call you made by entering *66 on the keypad.
Page 12 Caller ID Internal users •Name and extension External calls •Your 10-digit number and company name Blocking caller ID •Enter *67 followed by the phone number you wish to dial © 2023 Lumen Technologies. All Rights Reserved.
Page 13 Place a call on hold Hold •To place a call on hold, press the hold softkey or hold button. •To retrieve a held call, press the resume softkey or the hold button again. Auto-hold •While on a call, if a second line is ringing, press the answer softkey.
Page 14 Transfer: Consultative Consultative transfer A consultative transfer lets you announce the •During a call, press the transfer softkey or transfer button. call prior to completing the transfer process. •The active call will now be on hold. •When you hear dial tone, either: •...
Page 15 Transfer: Blind Blind transfer A blind transfer does not let you announce •During a call, press the transfer softkey or transfer button. the call prior to completing the transfer •The active call will now be on hold. process. •Press the blind transfer softkey, then either: Enter an extension + # •...
Page 16 Transfer: To a voicemail box Transfer to voicemail •During a call, press the ToVmail softkey. •Select a voicemail box using a following method: Enter an extension + # Enter a 10-digit number Press the lines softkey and press a line key •The call is released from your phone and goes directly to voicemail.
Page 17 Make a conference call Conference You can conference up to 15 callers including yourself. •With a call in-progress, press the conference softkey. •When you hear dial tone, either: Enter an extension + # Enter a 10-digit number Press the lines softkey and press a line key •After announcing the call, press the conference softkey to connect all parties.
Page 18 Forward your calls Enable •Press home* button. •Use the up/down/select navigation buttons to highlight and select forward. •Use the up/down/select navigation buttons to highlight and select the frequency to forward calls: always, no answer**, busy. •On the keypad, enter the number or extension you wish to forward calls to. •Press the enable softkey.
Page 19 Do not disturb (DND) Enable When enabled, calls to your number will go directly to voicemail. •Press home* button. •Use the up/down/select navigation buttons to highlight and select DND. •The icon will display on your phone when enabled. Disable •Press the home* button. •Use the up/down/select navigation buttons to highlight and select DND.
Page 20 Call park Park Call park allows you to place a call on hold then retrieve from another phone within the office. •During a call, press the park softkey. •Enter the extension you wish to park the call against:. Enter an extension + # Press # to park against your extension •The call is parked on that extension until it is retrieved.
Page 21 Push-to-talk (PTT) Description This feature is only available if your administrator has enabled it for your number. •PTT allows you to initiate a user-to-user talk path. •Like an intercom, you can make and receive calls that are automatically answered. •Your administrator will determine if audio is 1-way or 2-way. To use •Press the PTT softkey.
Page 22 Call join Description •Allows you to join two separate calls into one call To use •With one call on hold and a second active call •Press the join softkey •This brings the caller on hold into your active call Note: You may need to press the more softkey to find the desired softkey. Note: You may need to press the More softkey to access the Join softkey.
Page 23 Anywhere Description and adding Anywhere device(s) The Anywhere feature lets you move active calls from your IP phone to a defined Anywhere device or vice versa. •Add your Anywhere device in your end-user portal or Webex softphone app •You can have more than one Anywhere device Anywhere device to IP phone •During a call on your Anywhere device press the pull softkey •Your call moves from your Anywhere device and becomes active on your phone...
Page 24 Remote office Description and setting up Remote office allows you to use your home, mobile or hotel phone as your business phone. •Define your remote office device in your end-user portal or Webex softphone app •You can have only one remote office device •Enable remote office in your end-user portal or on your Webex softphone app To use Receiving calls...
Page 25 Hoteling guest GuestIn •Press the GuestIn softkey •On the keypad, enter your extension in the user ID field •Navigate to the password field and enter the password you assigned in your end-user portal •Press the OK softkey •Your extension appears on that device to make/receive calls •You can also access voicemail, call logs and directories GuestOut...
Page 26 Contact center: basic Description •A contact center is used by companies with high call volumes •Callers can hear messages and music on hold while in queue •Callers remain in queue until an agent becomes available to take their call •Callers will have the option to press “X” at anytime to leave the queue To use •You will not have to login or logout of the queue...
Page 27 Contact center: standard Description •A contact center is used for companies with high call volumes •Callers can hear messages and music on hold while in queue •Callers remain in queue until an agent becomes available to take their call •Callers will have the option to press “X” at anytime, to leave the queue To use •You can log into or out of the queue via softkeys on...
Page 28 Contact center: standard Description •Agent may need to make themself available after signing into the queue To use •If you are in unavailable status, press the available softkey to accept calls •To remain signed into the queue but not available to receive calls, press the unavailable softkey Note: For more information, refer to the End User Portal...
Page 29 Hunt groups Description •A hunt group can be used when a group of individuals need to answer a specific phone number •Multiple ‘members’ can be added to each hunt group •A ‘member’ can be assigned to more than one hunt group To use •Calls ringing to a hunt group will ring on your primary...
Page 30 Speed dial 8 To program •Program up to 8 contacts using a 1-digit code 2-9 •With dial tone, dial *74, wait for interrupted dial tone then enter a 1-digit code •Enter the 10-digit phone number you wish to program •The number is now programmed on that code To use •Leave the phone on-hook (no dial tone) •Press the 1-digit speed dial code you wish to dial...
Page 31 Speed dial 100 To program •Program up to 100 contacts using a 2-digit code 00-99 •With dial tone, dial *75, wait for interrupted dial tone then enter a 2-digit code •Enter the 10-digit phone number you wish to program •The number is now programmed on that code To use •Leave the phone on-hook (no dial tone) •Enter # + 2-digit speed dial code you wish to dial...
Page 33 Welcome email example Your welcome email will be sent to you from your administrator and will include your: • Voicemail retrieval number used to access voicemail remotely from any phone • Voicemail PIN (temporary) • Portal user ID (permanent) • Portal password (temporary) You will also find a link to the portal lumen.com/voip.
Page 34 Set up your voicemail Callers cannot leave you a voicemail until you set up your voicemail greeting. To set up your voicemail: • Dial the voicemail retrieval number provided in your welcome email • Enter your temporary PIN • Record your name •...
Page 35 Ways to access your voicemail From your IP phone •Press the home* button •Navigate to and select messages •Press the select softkey •Press the connect softkey •When prompted, enter your voicemail PIN followed by # * If you have a VMail softkey, press it instead to quickly access your voicemail box. From outside of the office •From any phone, dial your voicemail retrieval number referenced in your welcome email •When prompted, enter your 10-digit phone number followed by #...
Page 36 Access your end-user portal Logging into the portal Locate your welcome email with your user ID and temporary password before continuing. •Open a browser to lumen.com/voip •Click the login button •Enter your username •Click the next button •Enter your temporary password •Click the sign in button •Create a new permanent password •Click the save button...
Page 37 Portal: Manage your voicemail Inbox All messages (new and saved) are listed in your inbox. •Hover your cursor over voice mail in the main menu. •Click inbox from the drop-down list. •Click the appropriate icon to play, delete, mark as heard/unheard or download voicemail messages.
Page 38 Portal: Manage voicemail settings Voicemail settings •Hover your cursor over voice mail in the main menu. •Click settings from the drop-down list. •Enable/disable preferences such as: • Announcement only mailbox • Automatically play envelope information • Play additional ring before greeting •...
Page 39 933 emergency testing service Confirm your 911 info using 933 Your Hosted VoIP service includes a courtesy 933 service to confirm your information is accurate with emergency services. When you call 933, an automated recording will play your telephone number and address. This service gives you peace of mind while keeping 911 lines open for emergencies.
Page 40 Need help? Repair If you are experiencing issues with your phone or service, contact repair. • From your IP phone (Hosted VoIP only), dial 611, option 1, 2, 2, 3 then the 10-digit number experiencing issues. • From all other phones, dial 877.453.8353, option 1, 2, 2, 3 then the 10-digit number experiencing issues. Repair is available 24x7x365.

This manual is also suitable for:

Edge e500 series Edge e550 series