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Troubleshooting

Topics:

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•

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Check the Status of the Calendar

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Ribbon Communications Address Book

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Polycom Desktop Connector

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Troubleshoot Audio and Echo Issues

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Bluetooth Headset Issues

•

Recording Issues and Solutions

•

Reset the Phone to Factory Defaults

If you’re having issues with your Poly phone, you can try the troubleshooting options and solutions in the
following topics to resolve certain issues.

Speakerphone

If your speakerphone doesn't work, your system administrator may have disabled it. If this is the case, a
message displays after you press the speakerphone key informing you that Handsfree mode is disabled.
In this case, use the handset or a headset to handle calls.

USB Port

If you attach a USB device to your phone, and the phone does not detect the attached USB device, your
system administrator may have disabled the USB port on your phone.

In this case, you cannot attach a USB device to your phone to use the following features:

• Call recording
• Picture frame
• USB headset

Contact your system administrator for help on enabling the USB port on your phone.

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Summary of Contents for CCX 500

Page 1: ... administering Poly Polycom products or services go to Polycom Support Plantronics Inc Poly formerly Plantronics and Polycom 345 Encinal Street Santa Cruz California 95060 2020 Plantronics Inc All rights reserved Poly the propeller design and the Poly logo are trademarks of Plantronics Inc All other trademarks are the property of their respective owners ...

Page 2: ...ntering Chinese Characters with PinYin 25 Using the PinYin Input Widget 25 Enter Chinese Characters with the DialPad Keys 25 Enter Chinese Characters with the Onscreen Keyboard 26 Logging In to and Locking Your Phone 27 Logging In to Your Poly CCX Phone 27 Log In to a Phone 27 Log Out of the Phone 27 Change Your Login Password 28 Log In to a Host Phone 28 Log In to a Guest Automatic Call Distribut...

Page 3: ...ging Multiple Calls 37 Manage a Call from the Calls Screen 37 Transferring Calls 37 Transfer a Call Using Blind Transfer 38 Transfer a Call Using Consultative Transfer 38 Cancel a Transfer 38 Mute the Microphones 38 Unmute the Microphones 39 Call Precedence and Preemption 39 Parking and Retrieving Calls on the BroadSoft BroadWorks Server 39 Park a BroadSoft Call 39 Retrieve a Parked BroadSoft Call...

Page 4: ...eo During a Call 52 Stop Sending Video During a Call 52 Video Call Settings 52 Set the Call Rate for Video Calls 53 Stop Video for All Calls 53 Improve Video Clarity 53 Adjust Video Quality 53 Adjust the Video Display 54 Adjust the Camera Position During a Call 54 Changing the Video Call and Picture in Picture PIP Displays 55 Mixed Audio and Video Calls 56 No Video from the Far Side 56 Using a USB...

Page 5: ...dit a Recent Call Entry 64 Delete a Recent Call Entry 64 Save a Recent Call Entry 64 Favorites and Contact Lists 65 Managing Favorites 65 Using Buddy Lists 66 Contact Directory 69 Search for Contacts 69 Add a Contact to the Contact Directory 69 View Contact Information 70 Update a Contact s Information 70 Delete a Contact from the Contact Directory 70 Corporate Directory 70 Searching the Corporate...

Page 6: ... Date Format 83 Disable the Time and Date Display 83 Backlight Intensity and Timeout 83 Set the Backlight Intensity 84 Set the Backlight Timeout 84 Changing Your Background 84 Change the Background Picture 84 Adding Personal Photos as Your Background 85 Reset Your Background 86 Screen Savers 86 Enable Screen Savers 86 Use Personal Photos as Screen Savers 87 Disable the Screen Saver 87 Use Your Pho...

Page 7: ... the Calendar 95 Navigating the Web and Idle Browsers 95 View the Idle Browser 96 Open the Web Browser 96 Using the Launch Pad 97 Access the Launch Pad 97 Open Applications 97 Navigate the Launch Pad 98 Display the Launch Pad s Main Screen 98 Enable My Info Portal 98 Connecting Bluetooth and USB Devices 99 Enable Bluetooth 99 Using Bluetooth Devices on Your Phone 99 Using Bluetooth Headsets 100 Pa...

Page 8: ...UC One Contacts 110 BroadSoft UC One Simultaneous Ring 111 Create a Personal Ring Group 111 Add Numbers to Your Simultaneous Ring List 111 Delete Numbers from the Simultaneous Ring List 112 BroadSoft Executive Assistant 112 Executive Options 112 Assistant Options 113 Pick Up a Held Executive Call on a Shared Line 115 Pick Up a Held Executive Call on a Private Line 115 Barge In on an Executive Call...

Page 9: ...Clean the Touchscreen 126 View Software Details 127 Updating the Phone Software 127 Update the Phone Software 127 Update the Software Later 127 Postpone Software Updates 128 Exit the Software Update Notification 128 CSTA Lines 128 Troubleshooting 129 Speakerphone 129 USB Port 129 Check the Status of the Calendar 130 Ribbon Communications Address Book 130 View the Status of the Personal Address Boo...

Page 10: ...cuments Software Knowledge Base Community Discussions Poly University and additional services The Polycom Document Library provides support documentation for active products services and solutions The documentation displays in responsive HTML5 format so that you can easily access and view installation configuration or administration content from any online device The Polycom Community provides acc...

Page 11: ...urself with its features and user interface Note As you read this guide remember that your system administrator configures certain features or your network environment may determine them As a result some features may not be enabled or may operate differently on your device Additionally the examples and graphics in this guide may not directly reflect available options or what your device screen dis...

Page 12: ...CCX 400 phone hardware features Poly CCX 400 Phone Hardware Feature Descriptions Reference Number Feature Feature Description 1 Reversible tab Secures the handset in the cradle when you position your phone stand at a high angle To secure the handset remove the tab reverse it so the protrusion points up and reinsert it Position the handset so the protrusion on the tab fits into the slot on the hand...

Page 13: ...s contain one USB A port Enables you to attach a USB flash drive or USB headset 7 Headset indicator Displays when the phone is powered on The icon glows green or blue when a headset is connected and activated 8 Speakerphone indicator Displays when the phone is powered on The icon glows green when activated 9 Speaker Provides ringer and speakerphone audio output 10 Mute key Mutes local audio during...

Page 14: ...es the handset in the cradle when you position your phone stand at a high angle To secure the handset remove the tab reverse it so the protrusion points up and reinsert it Position the handset so the protrusion on the tab fits into the slot on the handset 2 Message waiting indicator Flashes red to indicate you have an incoming call or new messages 3 Application Command Displays when the phone is p...

Page 15: ...ou to attach a USB flash drive or USB headset 8 Headset indicator Displays when the phone is powered on The icon glows green or blue when a headset is connected and activated 9 Speakerphone indicator Displays when the phone is powered on The icon glows green when activated 10 Speaker Provides ringer and speakerphone audio output 11 Mute key Mutes local audio during calls and conferences Getting St...

Page 16: ...dset in the cradle when you position your phone stand at a high angle To secure the handset remove the tab reverse it so the protrusion points up and reinsert it Position the handset so the protrusion on the tab fits into the slot on the handset 2 Touchscreen Enables you to select items and navigate menus on the touch sensitive screen Tap the screen to select and highlight screen items To scroll t...

Page 17: ...SB port s One USB A port and one USB C port Enables you to attach a USB flash drive or USB headset You can connect an EagleEye Mini USB camera to the USB A port 9 Headset indicator Displays when the phone is powered on The icon glows green or blue when a headset is connected and activated 10 Speakerphone indicator Displays when the phone is powered on The icon glows green when activated 11 Speaker...

Page 18: ... Reversible tab Secures the handset in the cradle when you position your phone stand at a high angle To secure the handset remove the tab reverse it so the protrusion points up and reinsert it Position the handset so the protrusion on the tab fits into the slot on the handset 2 Privacy Shutter Allows you to cover the camera lens 3 Built in Camera Enables you to send video during a video enabled ca...

Page 19: ... and activated 11 Speakerphone indicator Displays when the phone is powered on The icon glows green when activated 12 USB port s CCX 700 phones contain one USB A port and one USB C port Enables you to attach a USB flash drive or USB headset 13 Speaker Provides ringer and speakerphone audio output 14 Mute key Mutes local audio during calls and conferences LED Indicators on CCX Phones The LEDs on Po...

Page 20: ...s Media Phone Screens Your phone includes three main screens the Home screen the Lines screen and the Meetings screen Home screen Default Includes softkey shortcut keys and favorites Softkeys on your Home screen may differ depending on your configuration Lines screen Displays assigned lines and favorite contacts Meetings screen Displays today s meetings if enabled Access the Home Screen The Home s...

Page 21: ...d CCX 700 default Home screen Procedure Do one of the following If you set the Meetings screen as your home page select Home or swipe left on the touchscreen If you set the Lines screen as your home page select Home or swipe left on the touchscreen Getting Started 20 ...

Page 22: ...tacts Figure 7 CCX 400 and 500 Lines Screen Figure 8 CCX 600 and CCX 700 Lines Screen Procedure To access the lines screen If you set the home screen or meetings screen as your home page swipe left on the touchscreen If you set the lines screen as your home page select the home icon Getting Started 21 ...

Page 23: ... 9 CCX 400 and CCX 500 Meetings Screen Meetings view displays scheduled meeting for the current day To view meeting details select a meeting Procedure Choose from If you set the home screen or lines screen as your home page swipe left on the touchscreen If you set the meeting screen as your home page press the home button Getting Started 22 ...

Page 24: ... your calendar if configured Figure 10 CCX 400 and CCX 500 Calls Screen Figure 11 CCX 600 and CCX 700 Calls Screen Procedure Do one of the following On the Home screen select Place a Call Select Menu Place a Call Pick up the headset press the Headphone icon or press the Speakerphone icon Getting Started 23 ...

Page 25: ...ngs Menu If enabled by your administrator you can access the settings menu to personalize your phone settings Procedure Choose from From the home screen select Settings Select Menu Settings Icons and Status Indicators The following table displays the icons and status indicators that display on the phone Icons and Status Indicators Icon Description Registered Line Unregistered Line Active Call Call...

Page 26: ... displays when you set Simplified Chinese or Traditional Chinese as the language on your phone Note For more information on the PinYin text input method see the Nuance s XT9 Smart Input website Using the PinYin Input Widget Use the PinYin input widget to enter Chinese characters in the contact directory corporate directory and browser When you select a data field to edit the PinYin input widget au...

Page 27: ...ers with the Onscreen Keyboard You can use the onscreen keyboard and the PinYin input widget to enter Chinese characters on supported CCX phones Procedure 1 Select the keyboard icon 2 Select the globe icon to verify that PinYin is the default input mode A list of language options display 3 Ensure that XT9 PinYin is selected 4 Enter the PinYin text using the onscreen keyboard 5 Select the checkmark...

Page 28: ...to a Poly phone before you can use one By default Poly devices don t require you to log in before you can use them If you don t log in you see the default profile When you log in you have full access to your personal settings and your directory Any settings you change while logged in on a public phone commit to your profile and display the next time you log in to any phone Procedure 1 If you see t...

Page 29: ... host phone Procedure 1 Do one of the following If you see the Guest In screen If you do not see the Guest In screen press the Guest In soft key 2 From the Guest In screen enter your username and password and select OK When your login credentials are accepted the phone updates to display your personal phone profile If your credentials are not accepted a message indicating that your login credentia...

Page 30: ...gs Features Agent Sign In Sign In Log Out of a Guest ACD Phone After you use a phone make sure you log out to prevent access to your personal settings Procedure Select the ASignOut soft key or navigate to Settings Features Agent Sign In Sign Out The phone displays the default guest profile Sign In Using Your BroadSoft UC One Credentials You can enter your BroadSoft UC One credentials on your phone...

Page 31: ...ost phone the Phone Lock feature is only available if your system administrator has set a 4 10 digit guest PIN for your user account If you don t see the Lock softkey or menu option check with your system administrator to see if this feature is available on your phone There will be no response when you press the Back key if the phone is locked Procedure 1 Select Lock or navigate to Settings Basic ...

Page 32: ...coming or held audio calls at a time on the line However you can have only one active call in progress with numerous other incoming calls or calls on hold Use the Handset Headset or Speakerphone You can place and answer calls on your phone using the handset headset or speakerphone and you can alternate among the three modes during calls if available When using the speakerphone the Speakerphone key...

Page 33: ...nscreen keyboard and enter an IP address 3 Select Dial Place an International Call You can place calls to international phone numbers on your phone Procedure 1 Do one of the following On the Home screen select Place a Call Select Menu Place a Call Pick up the headset press the Headphone icon or press the Speakerphone icon 2 On the dialpad quickly press the star key twice A plus sign displays 3 Ent...

Page 34: ... from a Locked Phone When the phone is locked you can place outgoing calls only to emergency numbers such as 911 and authorized numbers that your system administrator can set up You cannot call any other numbers from a locked phone Procedure 1 Do one of the following On the Home screen select Place a Call Pick up the headset press the Headphone icon or press the Speakerphone icon 2 From the Place ...

Page 35: ...call and an incoming call arrives on the same or a different line a call waiting tone beeps and the Incoming Call screen displays Procedure Select Answer This places the active call on hold and the incoming call becomes active Answer Calls Automatically You can set up your phone to automatically answer calls using Auto Answer When enabled the phone automatically answers all incoming calls using th...

Page 36: ...one muted you must unmute your microphone before responding to the call Decline an Incoming Call You can decline an incoming call and send the call directly to voicemail Declined calls display in the Missed Calls list in Recent Calls You can t decline calls for shared lines Procedure In the Incoming Call screen select Decline Holding and Resuming Calls When you are in a call you can place an activ...

Page 37: ...tercom Calls Like a normal call the intercom feature enables you to place a call to a contact An intercom call differs from a normal call in that the call recipient s phone answers automatically when not in an active call Check with your system administrator to find out if this feature is available on your phone If the call recipient has an active call the recipient can choose to answer the interc...

Page 38: ...d calls including conference calls The following figure shows an active call and a held call Figure 12 Multiple calls on the calls screen Manage a Call from the Calls Screen From the Calls screen you can manage a call by holding resuming or transferring the call Procedure 1 Select a call 2 Do one of the following Select Hold to place an active call on hold Select Resume to make a held call active ...

Page 39: ...rom Recent Calls or Contacts 3 When the recipient answers speak with them and then select Complete Transfer to transfer the call If the recipient either doesn t answer your call or can t accept the call transfer and hangs up before you transfer the call the original caller stays on hold You can resume that call or try to transfer to another recipient Cancel a Transfer If a contact doesn t answer t...

Page 40: ...rver When your phone is registered with a BroadSoft BroadWorks server you can use Call Park to park a call directly to a contact s line Call Park is different from call hold in that the call is parked on another contact s line which enables you to continue using your phone to place other calls Call Park is also available for shared lines Check with your system administrator to find out if this fea...

Page 41: ...e Park Info soft key is displayed 2 Press the Park Info soft key The Parked Call screen is displayed 3 Press Retrieve Retrieve a Parked BroadSoft Call on Another Phone You can retrieve a parked call from any phone within your network When a parked call is retrieved by a contact monitoring your line the Call Park icon and status message is removed from the line Procedure Press New Call and dial 88 ...

Page 42: ...t your system administrator or service provider for more information on using BroadWorks Anywhere Enable BroadWorks Anywhere Enable BroadWorks Anywhere BWA to add locations that act as duplicates of your desk phone Once you enable and configure BWA you can manage calls from any of your added locations Note The phone supports up to 10 phone numbers added as BWA locations for each registered line Yo...

Page 43: ...e and select a location 4 Select Status Disabled 5 Select Save Remove BroadWorks Anywhere Locations You can choose to remove BroadWorks Anywhere locations that you do not want to manage remote calls from anymore Procedure 1 Do one of the following Select UC One on the Home screen Go to Settings Features UC One Call Settings 2 Select a line 3 Select BroadWorks Anywhere and select a location 4 Selec...

Page 44: ...Procedure 1 Do one of the following Select UC One on the Home screen Go to Settings Features UC One Call Settings 2 Select a line 3 Select Remote Office Disabled 4 Select Save Edit Your Remote Office Number You can edit your remote office number to add a different number for forwarding your calls Procedure 1 Do one of the following Select UC One on the Home screen Go to Settings Features UC One Ca...

Page 45: ...ically Reject Calls from a Contact You can send incoming calls from a particular contact directly to voicemail Procedure 1 Go to Directories Contact Directory 2 From your Contact Directory select a contact 3 On the Contact Information screen select Edit 4 From the Edit Contact screen select Auto Reject Enabled and select Save Calls from the contact go directly to voicemail when the contact calls R...

Page 46: ...o all lines on your phone Your system administrator can enable you to select the lines DND applies to Procedure 1 Select DND 2 Select Set All to enable DND for all lines Reject Calls with Do Not Disturb on One Line If enabled you can choose to enable DND on a particular line Procedure 1 Select DND 2 From the Line Select screen select a line 3 From the Do Not Disturb screen select Enable Disable Do...

Page 47: ...one line 3 Select Anonymous Call Reject 4 On the Anonymous Call Reject screen select Enabled When an anonymous call is placed to your phone number the call is automatically rejected and the caller hears a message stating that you do not accept calls from unidentified numbers Your phone does not ring and you are not notified of an attempted call Audio Calls 46 ...

Page 48: ...cal Bulletin 38084 Supported USB Devices at Polycom Support Note If your phone doesn t detect the USB device when you insert it into the USB port the USB port on your phone may be disabled Contact your system administrator for assistance using the USB port Guidelines When Recording Calls Use the following guidelines when recording audio calls on your phone Inform contacts when you re recording a c...

Page 49: ...t Recording Pause a Recording During a call you might need to pause a recording while the call is active Procedure Select Menu Pause Recording The message Recording Paused displays in the status bar Resume a Recording After you pause and then resume recording recording continues in the same file Procedure Select Menu Resume Recording Stop Recording You can stop recording a call before the call end...

Page 50: ... Play back calls recorded on a USB flash drive connected to your phone Note You can t open and play recordings when you are in an active call or if you re recording a call If you try to the phone cancels the action Place the call on hold before playing recordings The recording stops playing when you resume the call Procedure 1 Go to Settings Features Removable Storage Media Browse Recordings A lis...

Page 51: ...ame recordings to provide them with more meaningful names Procedure 1 Go to Settings Features Removable Storage Media Browse Recordings A list of recordings displays 2 Select a recording 3 Select Rename update the file name and select OK Delete a Recording When you ve played a recording or need additional space on your USB drive delete recordings from the phone Procedure 1 Go to Settings Features ...

Page 52: ...siness media phones with a Poly EagleEye Mini camera see the camera s setup sheet for information on how to attach the camera to your phone Poly CCX 700 business media phones Tips for Video Calls There are several things to consider when you place a video call to ensure the best experience Check your video image to make sure it s clear bright and sharp Avoid bright lights or windows behind you If ...

Page 53: ...top sending video at any time Note You can t start or stop far end video If your phone receives far end video the far end video always displays Procedure Do one of the following Close the privacy shutter Far side participants see a black screen in place of your video Select Camera Off Far side participants see a video muted icon instead of your video stream Video Call Settings Update video setting...

Page 54: ...an audio only call Even if you stop video video information is still transmitted to the far side as a still picture and the call is still a video call Procedure 1 Go to Settings Basic Video Video Call Settings 2 Select Auto Start Video Tx Disabled When disabled your phone does not automatically transmit video at the start of all calls and the No Video icon is displayed next to your video during vi...

Page 55: ...ed video doesn t match your screen Full The system fits the video to the screen Stretched portions of the video may appear distorted Crop The system enlarges and crops the video to fit your screen without stretching the video 3 Select Save Adjust the Camera Position During a Call You can control the position of a Poly camera during or before a video call Procedure 1 Do one of the following Select ...

Page 56: ...isplay area on your phone If the received video matches your phone s display area the received video fills the screen If black bars display you can remove them by selecting cropped video screen mode Change How PIP Video Displays Update the PIP display for viewing in full screen mode viewing the far side or viewing your video on the full screen You can change the following PIP settings Local Camera...

Page 57: ...splayed on your phone Using a USB Camera with Your Phone To transmit video during calls attach a USB camera to your CCX 600 phone Note If your phone doesn t detect the USB camera you may need to ask your administrator to enable the USB port Reference the setup sheet for instructions on attaching the camera to your phone After the camera is attached to your phone a message indicating that your came...

Page 58: ...ra is ready to use Camera firmware sync complete Contact administrator to enable video Indicates that your camera is ready to use However your phone is not enabled to send and receive video Contact your system administrator to enable video calls Camera firmware sync complete Camera rebooting Indicates that the camera firmware sync is finished and your camera is in the process of rebooting Camera f...

Page 59: ...hone and that you are accessing a feature or function that requires that the camera be attached Managing Video Calls without a USB Camera A video enabled CCX 600 phone can receive video even if you don t attach a USB camera Placing a video call on hold stops the video stream The phone replaces the video with a placeholder image Resume the video call to start the video stream Video Calls 58 ...

Page 60: ...nitiate a conference call with up to two contacts Procedure 1 In an active call select Add The phone places the first call on hold and opens the dialpad 2 Call a second number or choose a contact 3 Select Merge Calls The calls merge to initiate a conference call Merge Calls into a Conference Call You can merge an active call and a held call to initiate a conference call Procedure 1 In the Calls sc...

Page 61: ...nts to hear the audio of everyone on the call Procedure Select Resume Split a Conference Call When you split an active or held conference call the conference ends and places the other two participants on hold You can then resume one of the held calls Procedure During a conference call select the Split softkey The conference call ends and the two participants are held in two separate calls Conferen...

Page 62: ...the registered phones When you answer an incoming call a green indicator light displays on the line key on all phones for the shared line Missed and Received Calls on Shared Lines If no phones answer a shared line call it displays as missed on all registered phones When on phone answers the call no other registered phone displays call as missed Your administrator can configure the phone to display...

Page 63: ...rge in on privately held calls In order to allow other users to resume the call you have to publicly hold the call by pressing the Hold key or soft key When Private Hold is enabled you can also transfer a call or initiate a conference call without the other shared line users being notified of the call s status When you press the Transfer or Conference soft key on the shared line the call is held p...

Page 64: ...s Each list holds up to 100 entries Perform the following tasks from the Recent Calls list Remove calls from the list Select a call record to view call details Select a call record to automatically call a contact View Recent Calls In the Recent Calls list you can view a list of up to 100 missed received and placed call entries Procedure Do one of the following Go to Contacts Recent Calls Select Re...

Page 65: ...ew Call Details In the Recent Calls list you can view call details edit call details before calling a contact save a contact to your directory and delete call entries Procedure Select Info next to a call record Edit a Recent Call Entry You can edit a contact s phone number stored in your Recent Calls list before returning the contact s call Procedure 1 Select Info next to a call record 2 Select Ed...

Page 66: ...Directory that you will call most often Add Favorites Add a new or existing contact to your favorites list Note When you add a contact to your contact list the phone adds them as a favorite by default Procedure 1 Choose from From the home screen select Contacts Select Menu Contacts 2 Select the information icon next to the contact 3 From the Contact Card banner select the star Viewing Favorites Yo...

Page 67: ...tact screen select Favorite Index and delete the favorite index number 4 Select Save Tip To quickly delete a contact on the Lines screen press and hold the favorite until the Contact Information screen is displayed Select Delete The contact remains in your directory but is no longer a favorite Using Buddy Lists A Buddy list is a list of users whose status or presence you can monitor Users can upda...

Page 68: ...nes screen select Buddies select the buddy you want to call and select Dial Monitor Contacts on Your Buddy List View the status of contacts on your Buddy list If a buddy is a favorite you can also monitor the buddy from the Home and Lines screen Procedure Do one of the following Select Buddies or go to Settings Features Presence Buddy Status Press the Home key to go to the Lines screen Buddies Pre...

Page 69: ...t screen select Block Buddy Enabled The default setting is Disabled When enabled the contact cannot watch your status and the contact is displayed in your Blocked List 4 Select Save View a List of Blocked Contacts Contacts who cannot monitor your phone s status are added to the Blocked List Procedure 1 Go to Settings Features Presence A list of contacts that cannot monitor your status is displayed...

Page 70: ... directory you can choose how much information you want to enter for your contact The phone requires you to enter a contact number The following is a list of information you can enter for each contact First and Last Name The name of your contact Contact Your contact s phone number Job Title Your contact s position Email Your contact s personal or work email address Favorite Index An index number t...

Page 71: ...ntact from the Contact Directory You can delete any contact from the Contact Directory Procedure 1 From the home screen go to Contacts or select Menu Contacts 2 In the Contact Directory select a contact 3 On the Contact Information screen select Delete A confirmation message displays 4 Select Yes to delete the contact Corporate Directory Your system administrator can set up your phone so that you ...

Page 72: ...ntact s information Save Corporate Directory Search Results Save your last search results if you would like to see them displayed in the Corporate Directory the next time you view it Procedure 1 Go to Settings Basic Preferences 2 Select Corporate Directory View Persistency and select Enabled Each time you view the Corporate Directory your last search results automatically display Clear Corporate D...

Page 73: ...2 From the search results choose the contact and select View 3 Select Save 4 Enter any additional contact information and select Save Call Lists and Directories 72 ...

Page 74: ...he number of new messages On the Home screen In the status bar Next to the phone line on the Lines screen The message waiting indicator LED flashes The phone plays an audible alert Note Contact your system administrator or service provider for information on setting or changing your voicemail greeting Access Voicemail Messages Check your voicemail in the Message Center on your phone Note For infor...

Page 75: ...custom message Procedure 1 Go to Messages 2 Select Instant Messages 3 If you have multiple lines on your phone select a line 4 From the Instant Messages screen select the New soft key 5 Enter a contact s phone number URL or IP address and select OK The phone number URL or IP address you entered is displayed on the screen 6 Do one of the following Press Select to choose a pre scripted message from ...

Page 76: ...llowing priorities Normal By default broadcasts sent to groups 1 to 23 are considered Normal broadcasts By default all phones are configured to receive broadcasts sent to group 1 Priority By default broadcasts sent to group 24 are considered Priority broadcasts A Priority broadcast interrupts Normal broadcasts or active calls All phones receive Priority broadcasts unless Do Not Disturb is enabled ...

Page 77: ...e Call Pages received during an active call defer or automatically play depending on the page priority Pages received during an active call don t interrupt the call The phone plays audio from both the call and the page at the same time When you receive a page during a call If configured by your administrator standard priority pages play during active calls Otherwise the page displays on your phone...

Page 78: ...s By default you are subscribed to Paging Groups 1 24 and 25 This means that you can send pages to and receive pages sent from these groups You can change which groups you are subscribed to However you cannot disable your subscriptions to Paging Groups 24 and 25 Procedure 1 Go to Settings Basic Preferences Paging PTT Configuration 2 Select Group Paging Group Subscriptions 3 From the Group Subscrip...

Page 79: ...mergency broadcasts An Emergency broadcast interrupts Normal broadcasts Priority broadcasts and active calls and plays out at near maximum volume even if Do Not Disturb is enabled Send a PTT Broadcast You can choose a channel to broadcast on before you send a PTT broadcast or you can hold the Talk soft key to immediately begin broadcasting on Channel 1 the default channel While you send a broadcas...

Page 80: ...n your phone is set up to receive Normal broadcasts during an active call the broadcast immediately plays You hear both the active call and the broadcast When your phone is not set up to receive broadcasts during active calls the broadcast is displayed as a Pending broadcast When the broadcast is a Priority or Emergency broadcast the broadcast plays immediately You hear the active call and the bro...

Page 81: ...ve calls Note The features described in this section require access to the Basic settings menu on the phone If your phone requires a password to access the Basic settings menu contact your system administrator for assistance customizing your phone Change the Default Channel When you press and hold Talk your broadcast automatically transmits on the default channel 1 You can change your default chan...

Page 82: ...ing is disabled by default and when disabled your phone does not play broadcasts while you are in a call but holds them in a pending state instead When you enable the Accept While Busy setting a PTT broadcast interrupts active calls and you hear the audio of the call and the broadcast Procedure 1 Go to Settings Basic Preferences Paging PTT Configuration 2 Select PTT Push to Talk Accept While Busy ...

Page 83: ... and adjusting the screen brightness Password Required to Access Basic Settings You may need a password to configure basic settings on your phone You can enable or customize your phone from the Basic settings menu However your system administrator may require a password to access the settings menu If your phone requires a password to access the settings menu contact your system administrator for a...

Page 84: ... including options to display the day month or year Procedure 1 Go to Settings Basic Preferences 2 Select Time and Date and choose one of the following Select Clock Date to change the date format Select Clock Time to change the time format Disable the Time and Date Display If desired turn off the time and date display Procedure 1 Go to Settings Basic Preferences 2 Select Time and Date and select D...

Page 85: ... 6 From the Backlight Intensity screen select Maximum Intensity 7 Select Up or Down to increase or decrease the maximum intensity Set the Backlight Timeout The backlight automatically turns on with any phone activity By setting the Backlight Timeout you can determine how long the phone should sit idle before the backlight dims to its Backlight Idle intensity By default the backlight dims after the...

Page 86: ...kground using the system web interface Procedure 1 Find you phone s IP address go to Settings Status Platform Phone 2 Enter your phone s IP address into the web browser on your computer 3 Select User and enter your assigned password or the default 123 password 4 From the menu bar select Preferences Background 5 Click Add a new background image 6 Click Select a file from PC Desktop and click Choose...

Page 87: ...ur phone is to enable a screen saver that can either show default pictures stored on your phone the idle browser or pictures stored on a USB flash drive Ask your system administrator if this feature is available on your phone Enable Screen Savers When you enable the screen saver you can choose to have your phone display default photos stored on the phone or photos stored on a connected USB flash d...

Page 88: ...rive If you placed the photos in the root directory of your USB flash drive instead of a folder do not enter a folder name 5 Select Time Per Image and enter the number of seconds you want each photo to display You can enter a minimum of 3 seconds and a maximum of 300 seconds The default is 5 seconds 6 Select Save If the message No pictures found displays after you select Save there are no photos i...

Page 89: ...isplay your pictures as thumbnails as a slide show or a single picture Before you can display your pictures confirm that your pictures are on the USB flash drive and that the USB flash drive is attached to your phone Note If your phone does not detect the USB flash drive when you attach it to your phone the USB port on your phone may be disabled Contact your system administrator Procedure Select S...

Page 90: ...rk hours the phone is idle and goes into power saving mode Procedure 1 Go to Basic settings 2 Select Power Saving Office Hours and select Start Hour 3 Select a day of the week and using the 24 hour clock enter a start time from 0 to 23 4 Select Save 5 On the Office Hours screen select Duration 6 Select a day of the week and enter a duration of 0 to 12 hours per day 7 Select Save Change Idle Timeou...

Page 91: ...e you set You can configure your phone to ring on your headset instead of the speaker By default you hear all sound effects from the speaker Procedure 1 Go to Settings Basic Preferences 2 Select Audible Ringer and select a location to hear sound effects Set a Ringtone for Incoming Calls One way to personalize your phone is to change the ringtone You can pick unique ringtones for the different line...

Page 92: ...d it Update Your Buddy Status You can update your status on your phone so that contacts can monitor your status from their phones Your updated status is displayed in the status bar on your phone and your contacts are automatically notified of your new status Note If your status is set to Do Not Disturb when you enable then disable the Do Not Disturb feature on your phone your status changes to Onl...

Page 93: ...tion Level You can modify your security classification level to choose a lower level during a call to allow users with a lower classification to join a call or to a higher level to restrict who can join the call For example if you are classified as a Top Secret user you can lower your classification level to Secret or Restricted during a call You cannot change the security classification when the ...

Page 94: ... phone stores your call logs and saved contacts If desired restrict the phone from uploading your call logs and contacts to the server Procedure 1 On the phone go to Settings Basic Preferences Restrict Calls Directory Upload 2 Select Enable Poly CCX Phone Settings 93 ...

Page 95: ...osoft Outlook from your phone Enter Your Microsoft Exchange Login Credentials Your phone uses your login credentials to access the Microsoft Exchange server and other configured applications Note Use web sign in if your organization requires multifactor authentication when signing in to your Microsoft account Procedure 1 Go to Settings Basic Exchange Sign in 2 Enter your user name and password 3 S...

Page 96: ...escription view meeting numbers that you can call to join meetings and join meetings Procedure From the Home screen select Meetings and select an upcoming meeting View Meeting Details You can view meeting details on the calendar including start time end time participants and notes Procedure 1 On the Calendar screen select a meeting 2 View the meeting details including location organizer time date ...

Page 97: ...ser you need to enable the screen saver Procedure When your phone is not in a call press the Home key Open the Web Browser When you open the Web Browser a toolbar with navigation and editing soft keys display for three seconds along the bottom of the screen as shown next You can use the navigation and editing soft keys to navigate between web pages and enter information into text boxes in the Web ...

Page 98: ...r stock and traffic View information feeds from the idle screen and the Launch Pad When you view feeds your phone may enter an idle state If you set up a screen saver the screen saver displays when your phone is idle Access the Launch Pad You can access the Launch Pad from the Applications menu Procedure Press the Applications key The Launch Pad s main window is displayed Open Applications The Pic...

Page 99: ...d instead of the Launch Pad s main window Procedure Select the Home or LaunchPad soft key Enable My Info Portal Before you can access the applications within My Info Portal you have to sign up for a My Info Portal account Note Information you provide when you set up an account is securely transmitted using the HTTPS security protocol If your system administrator has set up My Info Portal to displa...

Page 100: ...ns on and the Bluetooth icon displays in the phone status bar Using Bluetooth Devices on Your Phone Pair and connect compatible Bluetooth devices such as a mobile phone tablet laptop or headsets with your phone If your administrator enables Bluetooth on your phone you can pair Bluetooth devices in host or device mode Connect a maximum of two Bluetooth devices at a time Host mode Connect a Bluetoot...

Page 101: ... Select the Bluetooth icon 2 Select Manage BT Devices 3 Select Pair new device The list of available devices populates 4 Select your headset from the list Managing Calls with Your Bluetooth Headset When your Bluetooth headset is turned on paired and connected with your phone you can perform the following tasks Use the headset to handle calls including muting and adjusting the call volume Initiate ...

Page 102: ... you can answer reject and end smartphone calls using your CCX phone you can t place smartphone calls from your CCX phone When you pair and connect your smartphone with your CCX phone you can perform the following tasks Use the CCX to handle calls including muting the microphone and adjusting the call volume Volume control isn t specific only to the active calls but to any audio played on the CCX ...

Page 103: ...your headset s user guide for the precise range restrictions See Feature Profile 37477 Using Headsets with Polycom Phones on Polycom Support for a list of compatible headsets Setting the Headset Base Unit Options Before you connect your headset to your phone and use EHS you need to set the following options for your specific headset model For Jabra headsets change the headset mode to DHSG on the h...

Page 104: ... you can also place calls on hold See your headset s user documentation for information on controlling calls from your headset When you are in an active call and you receive an incoming call you cannot use the hookswitch control on your headset to place the active call on hold and answer the incoming call Pressing the hookswitch control on the headset ends the active call and answers the incoming ...

Page 105: ...credentials for the network you want to connect to Procedure 1 Go to Settings Basic Wi Fi Wi Fi 2 Select a wireless network from the list 3 Enter the required information for the chosen wireless network Note The information required for a wireless network depends on the security settings of the chosen wireless network 4 Select Connect Disconnect from a Wireless Network To change wireless connectio...

Page 106: ...ve a Wireless Network Remove any saved wireless network that is no longer necessary Procedure 1 Select the connected wireless network SSID from the list 2 Select Forget Connecting to a Wireless Network 105 ...

Page 107: ...tment Enterprise Common Directory contains a list of common contacts within the organization Group Directory contains a list of groups within an organization and enables you to view and search for contacts within those groups Group Common Directory contains a list of contacts that are common across various groups within the organization Personal Directory contains a list of contacts saved in your ...

Page 108: ... the BroadSoft Directory An advanced search enables you to choose to search for contacts by first name last name or phone number Procedure 1 Go to Directories and select a BroadSoft directory A default list of contacts displays 2 Select Advanced Search and choose how you want to search for a contact by first name last name or a contact number 3 Optional Do one of the following Select Cs Sn to make...

Page 109: ...he Personal BroadSoft Directory If your contact s name or phone number changes you can update your contact s information stored in the Personal Directory Procedure 1 Go to Directories Personal Directory 2 Select a contact 3 On the Contact Information screen select Edit 4 Edit your contact s name or number 5 Select Save Delete a BroadSoft Contact from the Personal Directory You can delete any conta...

Page 110: ...rites You can view UC One contacts and favorites from your phone on the Home and Lines screen and in the Contacts list You can also view BroadSoft UC One groups and contacts in each group You cannot mark UC One contacts as favorites on your phone You must mark contacts as favorites in the BroadSoft UC One client on your computer Contacts marked as favorites in the BroadSoft UC One client display o...

Page 111: ...esence for BroadSoft Lines The home screen displays the aggregated self presence received from the BroadSoft Messaging Server UMS Procedure From the Home screen press Filter BroadSoft UC One Favorites You can filter your list of contacts either by Favorites or by your contact s status Procedure 1 Select Directories UC One Contacts 2 Select Filter A filter selection screen is displayed 3 Choose you...

Page 112: ...s available on your phone Create a Personal Ring Group Before you can add numbers to your personal ring group you need to enable the Simultaneous Ring feature on your phone Procedure 1 Do one of the following Select UC One on the Home screen Go to Settings Features UC One Call Settings 2 Select a line 3 Select Simultaneous Ring Personal 4 Select Status Enabled Add Numbers to Your Simultaneous Ring...

Page 113: ...es and Assistants Executives and assistants can both have a private and shared line on their phone Executives can have private and shared lines that are not managed by an assistant The following conditions apply to private or shared lines set as Executive or Assistant For shared lines the status of any executive calls display on the shared line of the executive and assistant s phone Assistants can...

Page 114: ...ecutive 2 Select Call Screen then select On View a List of Assigned Assistants Executives can view a list of assigned assistants and see which assistants have opted in or out of accepting filtered calls for the executive Procedure 1 On the Home screen of the executive s phone select Executive 2 Select Assigned Assistants Assistant Options Assistants can monitor an executive s calls place calls on ...

Page 115: ... rings to alert the executive of the pushed call If the executive is unavailable to answer the call the call is returned to the assistant s phone Opt In or Opt Out of being an Assistant for an Executive As an assistant you can choose to opt in or opt out of being an assistant and monitoring calls for an executive When you opt in to being an assistant you can monitor and manage all filter calls to ...

Page 116: ...here is a call on the executive s line the executive or the assistant can barge in on the call When you barge in on the call all parties are notified that you have barged in on the call and you can talk with the other parties on the call Procedure 1 During an active call on the executive s line press and hold the executive line key 2 Select the Barge In soft key Silently Barge In on an Executive C...

Page 117: ...ickup Indicates the single press action to use the BLF as a speed dial except the alerting state Blind Enables the active call to blind transfer to another user with one press of the associated BLF key Park Enables one touch call park and retrieve using the BLF keys Procedure 1 On the Home Screen go to Settings Basic Preferences 2 Select the Attendant Call Action menu 3 On the Attendant Call Actio...

Page 118: ...ied with a steady red LED light on the line key of the members phones Only one call at a time can be active on the shared line If a call is placed to the shared line with an active call in place the incoming call is sent to voicemail Answering a MADN Call Any incoming call to the shared line rings on all group members phones simultaneously The call is displayed on all members screens and a green L...

Page 119: ...status with a steady red LED light on the line key on the members phone Procedure Do one of the following Select the corresponding line key and lift the handset Press and hold the corresponding line key and select Resume Enabling Privacy for MADN Calls Any MADN member can temporarily enable privacy for an active or bridge call on a public shared line using privacy codes or privacy soft keys config...

Page 120: ...ly Privacy is disabled for the call and any member can barge in on the call 2 After other MADN members have joined the call press the PRLA soft key or select Hold and dial the PRLC code given to you by your administrator For example dial 922 A confirmation tone plays and the call is resumed automatically Enable Privacy on a Bridge Call You can enable privacy on a bridge call to prevent additional ...

Page 121: ...ect a search option and select Next You can choose to search by a contact s last name first name or phone number 4 Enter your search criteria and press Next Your search results display with the contact s name and phone number Save a Global Address Book Contact to the Contact Directory If you want to modify a GAB contact s information you need to save the contact to the Contact Directory or the Per...

Page 122: ...k You can search for contacts in the PAB by first name or last name Procedure 1 In the Contact Directory screen select Search Select More if you do not see the Search soft key 2 In the search field enter your search criteria and select Submit Add Contacts to the Personal Address Book When you add a new contact to the PAB you must enter a unique nickname that is at least one character long for each...

Page 123: ...ntact and select Edit 2 Edit the information in the contact fields and select Save Note If adding editing or deleting a contact fails a message is displayed with the reason the modification failed Depending on the reason for the failure the database state can change to out of sync Contact your system administrator if an out of sync message is displayed Editing Contacts Remotely When you edit a con...

Page 124: ...s for the phone You can also change the volume of the ringer to suit your needs and choose different ring tones for contacts Adjustable call volume While in a call you can raise or lower the volume of the device Visual notifications Status and icon indicators let you know when you have incoming outgoing active or held calls Indicators also alert you of the device s status and when features are ena...

Page 125: ...activate features Built in speakerphone A built in speakerphone enables you to hear audio on the device without having to use a headset Users Who Are Blind Have Low Vision or Have Limited Vision Your phone includes accessibility features for users who are blind have low vision or have limited vision to use the phone The following table lists the accessibility features for users who are blind have ...

Page 126: ...to perform certain tasks a Warning icon displays in the status bar View details about the issues from the Warnings screen Procedure 1 Go to Settings Status Diagnostics 2 Select Warnings The Warnings screen displays listing any issues Remove Warnings After you view phone warnings you can temporarily remove the warning icon from the status bar However the warning displays in the Warnings list until ...

Page 127: ...hone to apply any changes to the phone settings which you can do without rebooting it Procedure 1 Go to Settings Basic 2 Select Update Configuration A confirmation message displays 3 Select Yes The configuration updates The phone may reboot depending on which settings you changed Test the Hardware If you re experiencing issues with your phone your system administrator may ask you to test the phone...

Page 128: ...on your phone the latest software update available for your phone and the status of the latest update Procedure Go to Settings Status PlatformSoftware Update Status Updating the Phone Software You can update the software on your phone when a new software version is available When new software is available a notification is displayed on your phone and you have the option to update your software pos...

Page 129: ...update notification with a countdown is displayed after the call ends After the countdown ends the phone reboots and updates the software Exit the Software Update Notification When the software update notification displays you also have the option to exit the notification without choosing to update or postpone the software Procedure When prompted to update your software select Exit When you exit t...

Page 130: ...eakerphone doesn t work your system administrator may have disabled it If this is the case a message displays after you press the speakerphone key informing you that Handsfree mode is disabled In this case use the handset or a headset to handle calls USB Port If you attach a USB device to your phone and the phone does not detect the attached USB device your system administrator may have disabled t...

Page 131: ...rmation and the server URL for the GAB are displayed View the Status of the Personal Address Book You can view the status of the Personal Address Book on your phone to determine any issues with the PAB Contact your system administrator for further troubleshooting help Procedure Navigate to Settings Status Contact Directory The following information is displayed Status Server Control Method Server ...

Page 132: ...by displaying the message You were controlling MACaddress1 with your computer Do you want to change to controlling MACaddress2 Click OK Troubleshoot Audio and Echo Issues In some cases when you are using your headset during a call your contacts may experience audio or echo issues such as feedback of your voice or of their own voice If your contacts hear an echo during a call when using your headse...

Page 133: ...rding stops and the message USB device is full Recording stopped displays Delete previous recordings to make space on the USB drive The message USB device removed unsafely Recording canceled displays when I remove my USB flash drive during a call Don t remove the USB flash drive while recording If you want to remove the drive during a call press Stop and then remove the drive The message Unsupport...

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