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Polycom SoundPoint IP 550 User Manual

For 8x8 virtual office
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Download this manual See also: Administrator's Manual, User Manual
User Guide for the Polycom®
SoundPoint IP® 550/560 Phone
for 8x8 Virtual Office
SIP 3.2.3
|
March 2011
|
1725-12567-001 Rev. D

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  • Page 1 User Guide for the Polycom® SoundPoint IP® 550/560 Phone for 8x8 Virtual Office SIP 3.2.3 March 2011 1725-12567-001 Rev. D...
  • Page 2 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.

  • Page 3: About This Guide

    This guide provides everything you need to quickly use your new phone. 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 Parts List...

  • Page 4: Table Of Contents

    Contents About This Guide........iii 1 Getting Started with Your Phone .
  • Page 5 Contents Editing Contacts ......... . . 2–17 Deleting Contacts .
  • Page 6 Contents 4 Troubleshooting Your Phone ......4–1 Power and Startup ..........4–2 Controls .

  • Page 7: Getting Started With Your Phone

    Getting Started with Your Phone This chapter provides basic installation instructions and information for obtaining the best performance with the 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.

  • Page 8: Parts List

    Getting Started with Your Phone Parts List The following components are included in your SoundPoint IP 550/560 package: • Polycom SoundPoint IP 550/560 phone irectories Menu Applications Messages Conference oNot isturb Transfer Redial Hold • Handset and Handset cord •...

  • Page 9: Assembling Your Phone

    Check this list before installation to ensure that you have received each item. If you are missing any items, contact your system administrator. Assembling Your Phone This section describes how to assemble your SoundPoint IP 550/560 phone: • Connect network and power source •...

  • Page 10: Connecting Network And Power Source

    LAN port on the wall or hub/switch device port. Connect the DC plug on the power adapter to the DC 24V jack marked on the SoundPoint IP 550 phone or DC48V jack marked on the SoundPoint IP 560 phone.
  • Page 11 Getting Started with Your Phone Connect the country-specific AC cord to the power adapter. Power PC Connection Adapter (optional) (24V DC) SoundPoint IP 550 Port PC Connection Power (optional) Adapter (48V DC) SoundPoint IP 560 Port Power over Ethernet Using a regular CAT5 cable, the phone can be powered from a PoE (IEEE 802.3af) compliant switch or hub.
  • Page 12 Plug the supplied network cable between the LAN jack on the phone and an available power and data port on the in-line power switch. IEEE 802.3af compliant PC Connection PoE Hub/Switch (optional) (terminal or midspan) SoundPoint IP 550 IEEE 802.3af compliant PC Connection PoE Hub/Switch (optional) (terminal or midspan) SoundPoint IP 560...

  • Page 13: Connecting The Handset And Optional Headset

    For information on supported headsets, go to http://www.polycom.com/support/voice/soundpoint_ip/VoIP_Technical_Bulletins_pu b.html and look for “Technical Bulletin 37477: Headset Compatibility List”. Attaching the Base The phone base can be attached to the SoundPoint IP 550/560 in one of two ways: • As a desk mount •...
  • Page 14 Getting Started with Your Phone To attach the base as a desk mount: Place all cords in the recessed area above the modular jacks. Align the two protrusions on the bracket with their corresponding holes in the phone. Snap them together to lock the base to the phone. 1 - 8...
  • Page 15 With the base unit facing up, fasten it to the wall mount using wall anchors. The wall mount is not included in SoundPoint IP 550/560 package. Contact your Note system administrator if you require one. 1 - 9...

  • Page 16: Registering Your Phone

    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” at http://www.polycom.com/usa/en/support/voice/soundpoint_ip/VoIP_T echnical_Bulletins_pub.html...
  • Page 17 Getting Started with Your Phone The features of your SoundPoint IP 550/560 phone are: Item Description Message Waiting Alert for voice and text (instant) Indicator messages. Arrow Keys Scroll through displayed information. Select a field of displayed data. Delete displayed data.
  • Page 18 Getting Started with Your Phone Item Description Allows for hands-free communication Speakerphone during calls. Hands-free Microphone Picks up audio during hands-free calls. Place your phone on a hard, flat surface for best results. Volume Keys Adjusts the volume of the handset, headset, speaker, and ringer.
  • Page 19 Getting Started with Your Phone Item Description Line/Speed Dial Key Use these keys to activate up to four lines or speed dials that can be assigned to your phone. Line Indicators Individual multi-color LEDs display the dynamic call state and remote user status (busy lamp field (BLF) and presence).
  • Page 20 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) voicemail/Text messages Speed dial Ringing Call in progress with HD Voice Call in progress Call Forward Do Not Disturb...

  • Page 21: Before You Use Your Phone

    Getting Started with Your Phone Before You Use Your Phone The background and key colors that appear on your SoundPoint IP 550/560 phone Note may differ from the screenshots that appear in this user guide. Using the Navigation Keys To help you navigate menus and enter data, use these tips:...

  • Page 22: Information Status

    Getting Started with Your Phone Information Status The top line of the screen (or graphic display) shows status information. It appears as a scrolling list if there is more than one message. The number of messages in the list also appears. In order of precedence from highest to lowest, the messages are: •...

  • Page 23: Customizing Your Phone

    Customizing Your Phone You can customize your SoundPoint IP 550/560 desktop phone by adjusting the setting for time and date, display contrast, and ring type, for example. 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.

  • Page 24: Configuring Basic Settings

    Customizing Your Phone Configuring Basic Settings You can configure the following basic settings through use of • Appearance of the time and date • Display contrast • Backlight intensity • Headset Memory Mode • Headset hookswitch selection • Ring type •...

  • Page 25: Changing The Display Contrast

    Customizing Your Phone Select from Clock Date, Clock Time, Clock Order, or Enable/Disable. Using , scroll through the options under each of these selections. Press the Select soft key or to confirm your choice. The following figure shows the Clock Time menu. Press to return to the idle display.

  • Page 26: Changing The Backlight Intensity

    Customizing Your Phone Press the Ok or Cancel soft keys to accept or cancel changes. Press to return to the idle display. Changing the Backlight Intensity Backlight intensity on the SoundPoint IP 550/560 phone has three components: • Backlight On •...
  • Page 27 Customizing Your Phone To modify the backlight intensity: Press Select Settings > Basic > Backlight Intensity. Select Backlight On Intensity. or keypad to select high, medium, low, or off, and then press the Select soft key. The default level is medium. Select Backlight Idle Intensity.

  • Page 28: Enabling The Headset Memory Mode

    Customizing Your Phone Select Maximum Intensity. Press the Up or Down soft keys to increase or decrease the backlight intensity. Press the Ok or Cancel soft keys to accept or cancel changes. 10. Press to return to the idle display. Enabling the Headset Memory Mode This feature is especially useful for permanent or full-time headset users.

  • Page 29: Selecting The Correct Headset For Electronic Hookswitch

    This feature allows you to answer your phone when you are using a headset. For information on supported headsets to provide electronic hookswitch features for placing, answering, and ending calls, go to www.polycom.com/support/voice enter “Headset Compatibility List” in the Knowledge Base text box or contact your system administrator.

  • Page 30: Selecting The Ring Type

    Press the Select soft key to change to the selected ring type. Press to return to the idle display. If you configure your SoundPoint IP 550/560 phone with a silent ring, press the Note 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.

  • Page 31: Changing The Graphic Display Background

    Customizing Your Phone to highlight the language you want. Press the Select soft key. Text that appears on the graphic display will change to the language of your choice. Press to return to the idle display. Changing the Graphic Display Background You can change the picture or design that appears on the graphic display.

  • Page 32: Changing The Soft Key Label Color

    Customizing Your Phone Note 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: •...

  • Page 33: Muting The Microphone

    Customizing Your Phone 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. When the color of the label reaches a certain level of whiteness, “Cannot save this Note color.

  • Page 34: Managing Call Lists

    Customizing Your Phone Managing Call Lists Your phone maintains local lists of missed, received, and placed calls. Each list contains 100 entries. Press followed by Call Lists > Missed Calls, Received Calls, or Placed Calls. The following shows a Placed Calls list. Manage the call list by doing the following: •...

  • Page 35: Managing Contacts

    Customizing Your Phone Managing Contacts You can store a large number of contacts in your phone's directory. Contact your system administrator for the exact number. You can add, edit, delete, dial, or search for a contact in this directory. You may have read access to portions of your corporate directory through your phone.

  • Page 36: Adding Contacts

    Customizing Your Phone Adding Contacts You can add contacts to your contact directory: • Manually • From a call list • From your corporate directory Adding Contacts Manually To add a contact to the local contact directory manually: Press Select Contact Directory. Press the More soft key.
  • Page 37 Customizing Your Phone (Optional.) Change the Speed Dial Index. It is automatically assigned to the next available index value. Valid speed dial index values are from 1 to 9999. If you enter a speed dial index that already exists, “Speed dial index already exists” appears. If you enter an invalid value, “Speed dial index invalid”...
  • Page 38 Customizing Your Phone to highlight the contact. You can also use the * key to Page Up and the # key to Page Down. Press the More soft key, and then the Save soft key to save the contact in the phone’s directory.

  • Page 39: Editing Contacts

    Customizing Your Phone 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. If the contact already exists in the contact directory, “Entry already exists” appears.

  • Page 40: Deleting Contacts

    Customizing Your Phone Deleting Contacts To delete a contact from the local contact directory: Press Select Contact Directory. to highlight the contact. You can also use the * key to page up and the # key to page down. Press the More soft key twice, and then press the Delete soft key. The contact is deleted from the directory.

  • Page 41: Searching For Contacts

    Customizing Your Phone Press the View soft key. The contact’s information appears on the graphic display. Press the Dial soft key. Searching for Contacts Searching the Contact Directory To search for a contact in the local contact directory: Press Select Contact Directory. Press the More soft key, and then the Search soft key.
  • Page 42 Customizing Your Phone Searching the Corporate Directory To search for a contact in the corporate directory: Press Select Corporate Directory. You can enable your phone to save Corporate Directory search results, and to Note remember the last person you viewed in the directory. Whenever you redisplay Corporate Directory, the last person you viewed will display.
  • Page 43 Customizing Your 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.

  • Page 44: Managing Incoming Calls

    Customizing Your Phone Managing Incoming Calls You can distinguish incoming calls by setting distinctive rings for contacts in your contact directory, sending particular calls directly to your voicemail, or transferring particular calls to another party. Distinguishing Calls You can customize your phone so that you can distinguish different parties by ring type.

  • Page 45: Rejecting Calls

    Customizing Your Phone Rejecting Calls You can customize your phone so that incoming calls from a particular party are immediately sent to your voicemail. Note Rejecting calls is not available on shared lines. To send incoming calls from a contact directly to voicemail: Press Select Contact Directory.

  • Page 46: Diverting Calls

    The following section details customizations of your SoundPoint IP 550/560 phone that are performed by your system administrator. Supporting Multiple Lines Your SoundPoint IP 550/560 phone can support up to 8 lines. Typically, the top-most Line Key is reserved for the principal directory number (DN) of the phone.

  • Page 47: Supporting Multiple Line Keys Per Line

    Customizing Your Phone Depending on how your administrator sets up your phone, the display could resemble one of the following figures: • One line, 3163 • Two lines, 3161 and 3163 Supporting Multiple Line Keys Per Line Each line on the phone can be configured to have more than one Line Key associated with it.

  • Page 48: Supporting Shared Lines

    Customizing Your Phone Supporting Shared Lines Your SoundPoint IP 550/560 supports shared lines. Note Shared lines are an optional feature and may not be supported on your particular system. For more information, contact your system administrator. A shared line is indicated by a different line icon. In the following figure, the lines 3161 and 3163 are private and the line 3166 is shared.

  • Page 49: Using The Features Of Your Phone

    Using the 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 can call, place calls, transfer a call to someone else, or conduct a conference call.

  • Page 50: Placing Calls

    If you require additional information or assistance with your new phone, contact your system administrator. Placing Calls You can place a call in many ways using your SoundPoint IP 550/560 phone: • Using the handset Using the speakerphone •...
  • Page 51 The maximum URL or IP address length is 32 characters. For example, 10.3.0.42, sip:jane@polycom.com . Press the URL soft key and enter the URL or IP address. Use * for “.” and # for “@”.

  • Page 52: Answering Calls

    Using the Features of Your Phone >> Do one of the following: — With the handset on-hook, press , or the NewCall soft key to obtain 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.
  • Page 53 Using the Features of Your Phone • A single Line Key per line Multiple Line Keys per line • If your phone is configured with multiple call appearances, refer to Using Multiple Call Appearances on page for instructions on how to answer a call.
  • Page 54 Using the Features of Your Phone To answer a call using Hands-Free Speakerphone mode: If “Handsfree mode disabled” appears on the graphic display after you press the Note speakerphone key your system administrator has disabled the speakerphone on your phone. >>...
  • Page 55 Using the Features of Your Phone To answer an incoming call on a line configured for a single Line Key: >> Do one of the following: — Press or the Hold soft key to put the original call on hold. The incoming call is answered.

  • Page 56: Ending Calls

    Using the Features of Your Phone Ending Calls To end a call: >> Do one of the following: — If you are using the handset, press the EndCall soft key or replace the handset. — If you are using a headset, press —...

  • Page 57: Setting Up Conference Calls

    Using the 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 •...
  • Page 58 Using the Features of Your Phone 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 Note Confrnc soft key again. Press or the Confrnc soft key to add another party to the conference.

  • Page 59: Splitting Conference Calls

    Using the Features of Your Phone Repeat steps 5 to 7 until you have added all intended parties. 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.

  • Page 60: Transferring Calls

    Using the Features of Your Phone Call in Auto Attendant and select Menu Option that is assigned to Conference Bridge.* (e.g. Option 4 > Conference Bridge) Conference Menu Options Enter a Conference - (Option 1): Enter your extension then press # . Enter conference ID then press # .
  • Page 61 Using the Features of Your Phone — Set up a conference call and then end your participation. For more information, refer to Hosting Local Conference Calls on page 3-8. Performing an Announced Transfer To transfer a call: During a call, press the or the Trnsfer soft key.

  • Page 62: Forwarding Calls

    You can also forward calls while your phone rings. 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. Polycom 550/560 phone offers two methods of call forwarding: • Online Call Forwarding •...

  • Page 63: Online Call Forwarding

    Using the Features of Your Phone Online Call Forwarding To enable online call forwarding: Log on to your Virtual Office Online dashboard athttp://virtualoffice.8x8.com Select the Settings button, and then select the My Rules tab. Update your Call Forwarding Rules and press Save. You can return to Virtual Office Online at any time to update your Call Forwarding Rules.
  • Page 64 Using the Features of Your Phone If you selected Always, enter a number to forward all future incoming calls to. 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).

  • Page 65: Enabling Do Not Disturb

    Using the Features of Your Phone To disable call forwarding: From the idle display, press the Forward soft key. (Optional) If multiple lines are configured on your phone, select the line to forward from the list using Using , select the forwarding type you want to change and then press the Select soft key.
  • Page 66 Using the 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.

  • Page 67: Placing Calls On Hold

    Using the Features of Your 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.

  • Page 68: Returning The Last Call

    Using the Features of Your Phone Returning the Last Call Last Call Return (LCR) enables you to automatically call back the last incoming call without having to dial the number. To call back the last incoming call: Press the More soft key, then the LCR soft key. You can pick up the handset first, then press LCR to place the call on your handset Using the Intercom...

  • Page 69: Using The Corporate Directory

    Using the Features of Your Phone Using the Corporate Directory To use the Corporate Directory to make a call: Press and select Applications, then select Apps Home, then Corporate Directory Listing. Browse up and down the directory list and select the person you wish to call (speed dial).

  • Page 70: Using Voicemail

    Using the Features of Your Phone Using voicemail voicemail is an optional feature configured on the call server and may not be Note supported on your particular system. For more information, contact your system administrator. Screen options may vary with your application. voicemail may be accessible with a single key press.

  • Page 71: Recording Calls (Virtual Office Pro Users Only)

    Using the Features of Your Phone Recording Calls (Virtual Office Pro Users Only) Call Record On/Off is available to Virtual Office Pro users when the Call Recording feature is set to record calls On Demand. To turn on Call Recording during a call: >>...
  • Page 72 Using the Features of Your Phone In the figure below, the phone has one line key, and three available speed dial keys (assigned to Byron, Lauren, and Andrew). To dial Byron, Lauren, or Andrew, press the associated line key. To quickly access a list of speed dial index numbers, press the Up Arrow key from Note the idle screen.
  • Page 73 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”.

  • Page 74: Troubleshooting Your Phone

    Troubleshooting Your Phone This chapter contains general troubleshooting information to help you solve any problems you might encounter when you use your 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.

  • Page 75: Power And Startup

    Troubleshooting Your Phone Power and Startup Symptom Problem Corrective Action There are power issues. The SoundPoint IP 550/560 Do one of the following: phone has no power. • Verify that no lights appear on the phone when it is powered up.

  • Page 76: Controls

    Troubleshooting Your Phone Controls Symptom Problem Corrective Action The dial pad does not work. The dial pad on the SoundPoint Do one of the following: IP 550/560 phone does not • Check for a response from other respond. feature keys or from the dial pad. •...

  • Page 77: Access To Screens And Systems

    Access to Screens and Systems Symptom Problem Corrective Action There is no response when you The SoundPoint IP 550/560 Do one of the following: press a feature key. phone is not in an active state. • Press the keys more slowly.

  • Page 78: Calling

    Symptom Problem Corrective Action There is no dial tone. Power is not correctly applied to Do one of the following: the SoundPoint IP 550/560 • Check that the screen is illuminated. phone. • Make sure the LAN cable is inserted...
  • Page 79 Troubleshooting Your Phone Symptom Problem Corrective Action You turned off the ringer. Do one of the following: • During an incoming call, lift the handset, press the Speakerphone key, or press the Headset key to obtain a dial tone. • Press the ringing Line Key or the Answer soft key to answer the call.

  • Page 80: Displays

    The display flickers. A certain type of older Do one of the following: fluorescent lighting causes the • Move the SoundPoint IP 550/560 display to appear to flicker. phone away from the lights. • Replace the lights. •...

  • Page 81: Audio

    Troubleshooting Your Phone Audio Symptom Problem Corrective Action There is no audio on the The connections are not correct. Do one of the following: headset. • Ensure the headset is plugged into the jack marked Headset at the rear of the phone.

  • Page 82: Testing Phone Hardware

    Troubleshooting Your Phone Testing Phone Hardware Your system administrator may ask you to access a diagnostics menu on your phone to test your phone hardware. From the diagnostics menu, you can test your phone’s microphones, speaker, handset, third-party headset (if present), keypad mappings, and LCD display.

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