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Hosted Voice Product Training

Polycom IP Phones

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Using this Module • Audio: This computer based training (CBT) module has audio, but

you can read the transcript in the “Notes” tab on the left side of each

page

• Visual: You can maximize the screen size using your standard

browser settings.

• Attachments: Click on the Attachments link to locate a copy of this

presentation for you to download.

• Use the navigation buttons to advance slides.

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Agenda

1. Customer Resource Center

2. Polycom IP Phones

3. Physical Buttons

4. Making an Outbound Call

5. Hold

6. Answering Calls

7. Multiple Calls

8. “Blind” Transfer

9. “Announced” Transfer

10. Transfer – No Answer

11. Conference Call

12. “Split” Conference Call

13. Monitored Extensions

14. Enhanced Call Park

15. Group Call Pick-Up

16. EarthLink Contacts

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Resource Center http://www.earthlinkbusiness.com/hostedvoice

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Polycom IP 6000

Polycom IP Phones

Polycom IP 450 Polycom IP 550

Polycom Expansion Module

Polycom IP 335

Polycom IP 650

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Polycom IP Phones – Soft Keys

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• Use the appropriate voicemail access key on the phone or dial *99

• When you sign in for the first time, you must set up your mailbox. First time sign-in involves three steps:

1. Recording your greeting

2. Recording your name

3. Changing your password

• The default password is 132435

• You can end the setup process at any time by ending the call. You will be asked to complete the remaining setup steps the next time you enter your mailbox.

1st Time Setting Up Voicemail

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From Outside the Office:

• Dial your telephone number.

• When you hear your greeting hit the * button.

• Enter your PIN when prompted.

Voicemail Access from

Outside the Office

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• When setting up your mailbox password it must meet the following criteria:

• Must be between 6 and 20 digits long

• Cannot be part of your telephone number

• Cannot repeat a single digit more than two (2) times

• Cannot be a sequence of numbers such as “123456”

• Callers can leave messages even if the mailbox is not set-up.

Setting Up Voicemail

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Voice Mail to Email Notification

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Voice Mail Options

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Menu Button

• Adjust LCD Display

• Access Phone Settings

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• Mute Button

• Headset Button

• Speaker Button

Buttons

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• Access Call Logs

• Contact Directory

Directories Button

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Conference Button

• Conduct a Three (3) Person Conference Call

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• Blind Transfer

• Announced Transfer

Transfer Button

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• Redials the Last Outbound Dialed Number

Redial Button

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• Places Caller on Hold

Hold Button

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Making a Call

To Dial an Internal Extension • Dial the extension number. • Press the “Send” or “Dial” soft key.

To Dial an External Number • Dial the 10 digit phone number.

• Press the “Send” or “Dial” soft key.

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Hold / Resume

To Place the Call on Hold • Press the “Hold” button or soft key. • The customer will hear music while

on hold.

To Resume the Call • Press the “Resume” soft key.

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Answering Incoming Calls

• The soft keys will change to display “Answer” & “Reject”.

• If “Reject” is chosen, the call will immediately go to voicemail.

• If “Answer” is chosen, the call will be on speakerphone.

• If you press the button, the call will be on the speakerphone.

• If you press the button next to the blinking light (next to the LCD

Display), the call will be answered via speakerphone.

• You can also pick up the handset to answer the call.

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When you hear the “Call Waiting” beep:

• Press the down navigation arrow on

the phone. • The soft keys change to display “Answer” and

“Reject”.

• When “Answer” is pressed, the 1st call is automatically placed on hold and you are now connected to the 2nd incoming call.

• Press the “Hold” button or soft key to place the call on hold.

• Use the navigation arrows again to highlight the call you want to resume.

• Press the “Resume” soft key to take the call off hold.

Answering Multiple Incoming Calls

Or, Simply press the button next to the 2nd incoming call.

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Transfers

There are two types of transfers to choose from: Blind – Incoming call is not announced. Announced – Incoming call is announced. All calls are placed on hold automatically when the “Transfer” button or “Xfer” soft key is pressed.

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Blind Transfers

• Press the “Trnsfer” hard or soft key.

• Press the “Blind” soft key.

• Enter the internal extension or 10 digit phone number.

• Press the “Send” soft key.

Note: If this option is chosen, you loose the ability to reconnect with the original caller

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Announced Transfers

• Press the “Transfer” button or soft key.

• Enter the internal extension or 10 digit phone number.

• Press the “Send” soft key.

• Announce the call.

• Press the “Transfer” button or soft key a 2nd time.

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What if the Caller Doesn’t Answer or

Can’t Take the Call?

• Press the “Cancel” (soft key) to end the transfer process.

• The inbound call is automatically taken off of hold.

You now have the option to:

• Take a message.

• Transfer the call to another party.

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Conference Calls

After Speaking with the 1st Party

• Press the “Confrnc” button or soft key.

• The 1st caller is automatically placed on hold.

• Dial the number of the 2nd party.

• Press the “Confrnc” button or soft key a 2nd time.

The conference call is now initiated with

all three parties connected.

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Using the “Split” soft key

• Press the “Split” (soft key) to separate the parties and isolate a specific

conversation

• Using the navigation arrow buttons, highlight the caller you want to talk to.

• Press the “Resume” soft key.

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The attendant console expansion modules let you monitor the status of other extensions in your business. A key and a lamp on your phone will be associated with

that other extension.

• If there is no call in progress on that extension, the lamp will not be lit. • If a call is ringing on that extension, the lamp will blink quickly. • If a call is on hold on that extension, the lamp will blink slowly. • If a call is in progress on that extension, the lamp will be lit solidly.

If you want to answer a call that is ringing on the extension you are monitoring, pick up your handset and press the key for that extension. You will be connected to the

caller.

You can also use these keys as speed dials for the other extension. To call the other extension when there is no call in progress on it, pick up your handset and press the

key for that extension.

Monitored Extensions

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Enhanced Call Park

• If using Enhanced Call Park, press the appropriate park button.

• To retrieve a parked call, press the appropriate park button .

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Group Call Pick - Up

• The client must hear the other line ringing.

• Use the “Group Pickup” soft key or dial *11 from any line in the pick-up group to answer the ringing line.

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For any questions or additional help, visit http://www.earthlinkbusiness.com/hostedvoice

- or - Contact our Customer Care Specialists @

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