Telstra VVX 410 / VVX 441 Manual

Quick setup

If you are required to initially configure your IP phone you will be advised of the Username and Password. This information only needs to be entered once via the QSetup soft key.
Press the QSetup soft key
Navigate to and select the Server User field
Enter the Server User credentials (obtain this information from Telstra.
This number will be your phone number)
Navigate to select the Server Password field
Press the Mode soft key and tap 123 (to select numbers)
Enter the Server password (obtain this information from Telstra)
Select the Save Config to Save the Config
You will now need to manually reboot the phone
Press the Home button
Navigate to and select Settings
Select Basic, navigate to and
Select Restart Phone
Press the Yes soft key (to confirm)
Note 1: Restarting the phone may take a few minutes
Note 2: If your phone has been preconfigured the QSetup soft key will not be visible
Note 3: This is only required for phones that are on DMS (Device Management System) platform.

Check your Unit Firmware Version

From the Home screen, navigate to and
Select Settings
Select Status
Select Platform
Select Application
Select Main
The Firmware Version will be listed on the screen

The changes between the VVX 410 and the VVX 411 is a simple hardware refresh. There are no changes to the user functionality. This Phone Guide is based on Firmware version 5.4.1. Follow the instructions listed below to check your Phone Firmware version.

TIPT Call Centre is currently on R19.0.46 & R19.0.41. Currently Internet Explorer and Firefox are the only supported browsers.

Home View

Home View shows the main icons:

Use the Page Indicator icon if there are multiple pages to move through the pages
Alternatively, you can Swipe the screen to display additional icons

New Call – Navigate to and select New Call to display Dialler
From the Dialler, you can enter a number or URL and place a call
From the Dialler, you can access the Directory, Recent Calls and Favorites
Messages – Select Messages to access your Voicemail Messages
Directories – Directories allow you to view all the contacts in your Local Contact Directory
From your Directory, you can add and search for contacts, as well as quickly access the Dialler, Recent Calls and Favorites
Forward - Allows you to enable/disable your call forward always, no answer or busy settings.
DND - Allows you to enable/disable Do Not Disturb. Calls cannot be received when enabled.
Settings – Select Settings to access features and settings to customise your phone
Applications – Select Applications to view custom applications configured by your CGA

Navigating the Screen

To enter the Home View main menu, press
To return to the Line View, press
To select a menu item, press the Home button scroll through the icons and select the relevant option ie settings or directories by pressing the Select button in the middle of the Navigation button.

Scroll through the menu items using the down arrow on the Navigation button and Press the Select soft key.
To return to previous screen, Press the Back soft key

Soft Keys

The VVX 410/411 has four soft keys at the bottom of the phone. The contact sensitive tabs appearing on the screen relate to the relevant soft key

Adjusting the Ringer/Handset/Headset Volume

During a call, press the to adjust the call volume
While the phone is idle, to adjust the Ringer volume, press the volume buttons.

Line View

Line View is your phones' default display.
Line View displays all your phone lines, your favorites and soft key tabs.

If your phone is idle you can;
Press a line to access the Dialer the Dialer

If your phone has calls, the phone line indicates the number of calls you have, and if they are active or held
An active call displays a green border
A held call displays as a red border

The Telstra VVX410/411, VVX500/501 and VVX600/601 phones allow users with the Premium Call Centre licence assigned to them to utilise the additional specific agent/supervisor call centre features on these phones via new soft keys. Features such as signing in and out, and selecting your Agent status are now available to select on your soft keys.

Signing in as an Agent

(Call Centre feature)
With an idle phone and from the Line view screen
Press the ASignin soft key the top line (header) of the phone displays
Agent State: Available

Signing out as an Agent

(Call Centre feature)
While Signed in and not on a call
Press the More soft key
Press the ASignOut soft key

Changing Agent state from Available to Unavailable

(Call Centre feature)
When an Agent is signed in and not on a call, to change your state to Unavailable. If unavailable codes have been configured in CommPilot, you can optionally add a code.
Press the More soft key then the Unavailable soft key
Enter an Unavailable code (if required) or press 0 for no code, press Select Calls are not routed to the agent on their call centre line while in the unavailable state. Calls will still arrive on an agent's non-call centre line if they are on a call centre call.
If unavailable codes have been configured in CommPilot, you can optionally add a code.

When an Agent is signed in and not on a call, to change your state to Available
Press the More soft key then the Available soft key
Call are routed to the agent on their call centre line while in the available state Active Call View

Incoming calls and information displayed

(Call Centre feature)
An incoming call causes the phone to ring.
Queue information for an incoming call centre all is automatically displayed

Press the Answer soft key to answer the incoming call
OR
Lift the handset
OR
Press the Speaker or Headset button to answer the incoming call

Calling

Placing a Call
On-hook dialling
Enter the required number and press the Dial soft key or lift the handset
OR
Lift the handset and enter the required number

Making an outgoing Call Centre call
Press #80
Dial the required number
The Call Centre number and not your personal extension number is displayed to the called contact
Press the Dial soft key

Placing a Call

Using the handset
Lift the handset and enter the required number by using the phone keypad

Using the speakerphone
Enter a number
Press the Dial soft key
OR
With the handset on-hook, press the New Call soft key, enter the phone number by using the phone keypad

Answering a Call

Lift the handset OR
Press the Answer soft key
Or
Press the green flashing line button
This view displays the name and number of the person you are talking with and the duration of the call
From Active view you can, Hold, End Call, Transfer or select the More soft key for additional options

Answering on a Shared Line
If you share a line with another phone, you can answer calls as described above. If you answer the call and place it on hold, anyone who shares your line can resume the held call.

Call Waiting

If the Call Waiting feature has been turned on, while engaged in a call:
The Call Waiting tone indicates another call to your line.
Press the Answer soft key to switch to and answer the incoming call.
The initial call is automatically placed on hold.
By scrolling and selecting you can toggle between the active and held calls.
Press the Resume soft key to resume your conversation.
You cannot receive additional calls while both lines are engaged.

Placing a Call on Hold

Whilst on an active call
Press the Hold soft key
To return to the call
Press the Resume soft key
To make another call while the original caller is on hold
Press the New Call soft key, enter the required number
If multiple calls are on hold
Scroll to the call on hold and select it and press the Resume soft key
To join all three parties onto an impromptu conference call
With 2 calls in progress (1 call on hold and 1 call active)
Press the More soft key and then the Join soft key

Muting the microphone

While Mute is activated, you can hear all other parties, however they cannot hear you.
During a call press the mute button
(The mute button is illuminated in red)
To turn off mute, press the mute button again

Disposition Codes

(Call Centre feature)
Disposition codes are additional codes that can be applied to call centre calls to tag those calls with additional information. Disposition codes can be entered during a call or after a call. Disposition codes need to be configured and activated by your Customer Administrator in order to use this feature.

Disposition Codes during a call
Whilst in a call, select the More soft key then the Disp Code soft key

Manually enter the code using the phone keypad
Press the Enter soft key on the phone
Entering a disposition code does not impact the ongoing phone call.

Disposition Codes after a call
After a call is complete, select the More soft key then the Disp Code soft key
Manually enter the code using the phone keypad

Press the Enter soft key on the phone Press the Enter soft key on the phone If the disposition code is not accepted the agent If the disposition code is not accepted the agent will hear an announcement will hear an announcement advising them the advising them the code is not accepted. code is not accepted.

Ending a Call

Hang up the handset OR
Press the End Call soft key

Transfer a call

Blind transfer

Blind Transfer enables you to transfer a call to another party without announcing the call prior to transfer.
During a Call press the Transfer soft key
Enter the transfer destination number
Press the Transfer soft key.
Your call will be transferred automatically

Consult transfer

Consult Transfer enables you to transfer a call to another party with consultation.
During a Call press the Transfer soft key
Enter the transfer destination number
When the party answers, announce the call
Press the Transfer soft key again to complete the transfer.
If the party refuses the call (prior to completing the transfer)
Press the Cancel soft key to be returned to the original caller.

Emergency

(Call Centre feature)
Using the Emergency feature allows a 3-way call to be set up with a Supervisor, Agent and caller.

Whilst in a call
Press the More soft key twice then the Emergcy soft key
Enter the phone number of a Supervisor into the Emergency Escalation field.
Press the Enter soft key to establish the 3-way call.

Note: If the agent (initiator) hangs up the handset all parties will be disconnected.

Escalate

(Call Centre feature)
The Escalate function enables an agent to consult with a supervisor whilst placing the original caller on hold. All 3 parties (caller, agent and supervisor) can then be joined into a 3 way conference call.

Whilst in a call, press the More soft key then the Escalate soft key
The first available supervisor (if multiple supervisors are assigned to the call centre) is automatically called
When the Supervisor answers, press the More soft key then the Join soft key
Note: If the agent (initiator) hangs up the handset all parties will be disconnected.

Trace

(Call Centre feature)
Whilst in a call, pressing the Trace soft key sends a call trace request to the Application Server
Entering a call trace request does not impact the ongoing phone call.
After a call is terminated, selecting the More soft key then the Trace soft key sends a call trace request.
An announcement acknowledges the success or otherwise of the trace request being accepted
Note: You must be assigned the Customer Originated Trace service to use this capability. This service must also be previously arranged with Telstra

Wrap Up

(Call Centre feature)
When configured by the Customer Group Administrator, after call termination, the agent will automatically be placed into the Wrap-up state for the duration of the wrap up time.
The text "Wrap-up" will appear at the top of the screen of the phone.
This will disappear after the wrap up timer has expired.
The handset does not require a Wrap-up soft key or configured speed dial.

Supervisor Functionality

(Call Centre feature)
A Supervisor has the following additional call centre features available; Silent Monitoring, centre features available; Silent Monitoring, Night Service Manual Override Night Service Manual Override Activation/Deactivation, Activation/Deactivation, Forced Forwarding Forced Forwarding Activation/Deactivation. These features do not have soft keys assigned to them. A supervisor uses Feature Access codes to activate them.

Call Forwarding

There are 3 Call forward options which can be set from your handset using either soft keys or Feature Access Codes; Call Forward Always, Call Forward No Answer, Call Forward Busy.

Call Forward Always activation
To forward all your calls to another number.
Press the Forward soft key
Select Always
Enter the required number to forward your calls to
Press the Enable soft key
An arrow is displayed on the phone screen next to your phone number.

Call Forward Always deactivation
Press the Forward soft key
Select Always
Press Disable

Call Forward No Answer activation:
To forward your calls to another number if not answered after a specified number of rings
Press the Forward soft key
Scroll to No Answer and select
Enter the required number to which to forward your calls
Scroll to the Forward After Rings field and enter the required number of rings (20 rings is the default)
Press the Enable soft key

Call Forward No Answer deactivation:
Press the Forward soft key
Select Call Forward No Answer. Scroll and select No Answer.
Press the Disable soft key

Call Forward Busy activation
To forward your calls to another number if you are engaged on a call
Press the Forward soft key
Scroll down and select Busy
Enter the required number to which to forward your calls
Press the Enable soft key

Call Forward Busy deactivation:
Press the Forward soft key
Scroll down and select Busy
Press Disable soft key
Call Forwarding is not available on Shared Lines

Do Not Disturb activation

When you enable Do Not Disturb (DND), you prevent your phone from ringing. All incoming calls are sent directly to voicemail. All calls received while DND is enabled, will be displayed in your Recent Calls list
From Line View
Press the Do Not Disturb soft key
The Do Not Disturb icon displays on screen when enabled.
Or
From Home View
Select DND icon

Do Not Disturb deactivation

From Line View
Press DND soft key, and DND is disabled.
Or
From Home View
Select DND
The Do Not Disturb Service has been turned off.

Conference Calls

While engaged in one call:
Press the More soft key and select the Confrncn soft key
Enter the required number or extension of the second party

When the call connects
Press the More soft key and select the Join soft key
All parties are connected in a three-way call.

To end the conference
Press the End Call soft key

Note: If either of the other two parties hang up, your call with the remaining party stays intact. If you hang up, the other two parties will be disconnected

Note: There can be a maximum of 3 parties on a conference call, unless you have the a conference call, unless you have the Executive service pack which has the N-Way Executive service pack which has the N-Way feature which enables a total of 8 parties on a feature which enables a total of 8 parties on a Conference call. Conference call.

Updating Contact Directory

To add a contact:
Press Home and select the Directories icon
Select Contact Directory
Press the Add Soft key
Enter first name, scroll down and enter last name. Scroll down to the contact field and enter the numbers
Select Save soft key

To edit a contact
From Home View
Select Directories
Select Contact Directory, scroll to the required contact Highlight required contact
Press the Info soft key and Press the Edit soft key. Make the required changes and press the Save Soft Key.

To Delete a Contact
From Home view select Directories
Select Contact Directory. Scroll to select the contact
Press the More soft key and press the Delete soft key.
The screen will display the message "are you sure you want to delete the contact?"
Press Yes or No.

Call History

Your phone maintains lists of Missed, Received and Placed calls. Each list can hold up to 100 entries

Call History icons:

	Missed Calls
	Received Calls
	Placed Calls

From Line View
Use the Navigation button to access and view the Call List:
Press the right Arrow to view placed calls
Press the downward arrow to view missed calls
Press the upward arrow to view favorites
Press the left arrow to view received calls

To Delete a List
Highlight the call list and select the More soft key
Press the Clear soft key
A menu will display listing all Calls, Missed Calls, Received Calls, Placed Calls, Displayed. Calls, Received Calls, Placed Calls, Displayed. Scroll onto the required list and press the Select Scroll onto the required list and press the Select soft key. soft key.

Adding a Speed Dial

From Line View
Hold down a spare line button
Enter the First Name
Using the down arrow on the navigation button, scroll down
In the Contact field, enter a phone number or Feature Access Code
Press the Save soft key

Ring type

To change your ring type:
From Home View
Navigate to and select the Settings icon
Select Basic
Scroll down and select Ring Type
Scroll to select the Ring type option
Press the Play soft key to listen to the tune
Press the Back soft key three times to return to the Home view screen

Backlight display

To change the Backlight display of the phone screen
From the Home View screen select the Settings icon
Select Basic
Scroll down and select Backlight Intensity
Select Backlight On Intensity and choose either High, Medium or Low
Select Backlight Idle Intensity and choose either High, Medium or Low
Or
Select Maximum Intensity
Select the Up or Down soft key to adjust the intensity
Press the Back soft key to return to the previous screen

Headsets

You can connect an Analogue headset to your phone. When the headset button is pressed it illuminates green. All calls received will be answered through the headset. When the headset is activated, Mute and Volume will take effect on the headset device.

Enabling Headset Memory Mode

You set up your phone so that all incoming and outgoing calls use your headset. At any time you can switch to handset or speaker mode
From the Home Screen
Select Settings icon
Select Basic
Select Preferences
Scroll down and select Headset...
Select Headset memory...
Scroll down and select Enabled
Press the Home button to return to the home screen
To access Headset memory mode, press the headset key twice.
The headset button will flash when enabled

Warning icon

If your phone is unable to perform certain tasks, a warning icon will display in the status bar. The warning icon lets you know that your phone has one or more issues that you should know about. Contact your Customer Group Administrator to advise them of this issue.

Voice Portal

First time login setup
From Line view press the voicemail icon to access voicemail
Or
From the Home view select the Messages icon and select Message Centre...
Enter a passcode, when prompted; after your initial login you will need to change your passcode. It is essential your passcode be changed for security reasons. It is important to keep your new passcode private.
Record your name when prompted
Press the hash key (#)
Follow the prompts to save the recording, or re-record your name

Login to the Voice Portal

From your own phone:
Press the Messages button , or dial the Voice Portal extension.
Enter your passcode followed by the hash key (#).
Press 1
Press 1 again

From another phone in your group:
Press the Messages button or dial the Voice Portal extension.
Press the star key (*) during the greeting.
Enter your mailbox ID (your extension).
Enter your passcode followed by the hash key (#).

From a phone outside of your group:
Dial the Voice Portal phone number.
Enter your mailbox ID (your extension) followed by the hash key (#).
Enter your passcode followed by the hash key (#).

Voice Portal Main Menu

1. Access your Voice Mailbox
2. Change your CommPilot Express profile†
3. Go to the Greetings Menu
4. Change your Call Forwarding options

6. Make a Call

8. Change your passcode
9. Exit the Voice Portal

#... Repeat this menu
†... Only available if assigned.

Change your mailbox Busy greeting
Press the Messages button
Enter your passcode and press #
Press 3 to access your Greetings menu
Press 2 to change your Mailbox Busy greeting

1. Record your Name
2. Change your conference Greeting

*... Go back to previous menu
#... Repeat menu

Change your mailbox No Answer greeting
Tap the Messages icon
Enter your passcode and press #
Press 1 to access your voice mailbox
Press 3 to change your Mailbox No Answer greeting

1. Record new No Answer Greeting
2. Play current Greeting
3. Revert to system default Greeting

*... Return to Voice Messaging main menu
#... Repeat menu

Listen to Messages

Your phone may indicate you have Voicemail messages by the following:
A message counter in the Home View
A message icon in the status bar
If you have more than one message, the icon will display a counter indicating the number of messages
A message icon also scrolls under the Date and Time display

To listen to Voicemail
Press the Message Button (this will direct you to your voicemail, where you will follow the prompts to retrieve your messages
Or
From Home View select the Message icon
Select Message Centre (this will direct you to your voicemail, where you will follow the prompts to retrieve your messages

Voice Messaging main menu

1. Listen to your messages
2. Change your mailbox Busy greeting
3. Change your mailbox No Answer greeting

5. Compose and send a new message

7. Delete all messages
8. Modify the message deposit settings for your mailbox

*... Go to the CommPilot Voice Portal
#... Repeat this menu

Messages Prompts

New messages flagged as urgent are played first.
The message envelope for each message is played first (time and date, sender if known), followed by the message itself.

Use your keypad as above to browse your messages (you can interrupt the message or envelope to perform any function):

2. Repeat this message

4. Return to previous message
5. Play the message envelope
6. Go to the next message
7. Erase this message
8. Call back the caller
9. Hear additional options

*... Go back to the previous menu
#... Save this message

Documents / Resources

Download manual

Here you can download full pdf version of manual, it may contain additional safety instructions, warranty information, FCC rules, etc.

Download Telstra VVX 410 / VVX 441 Manual