AltiGen comm IP Phone MAXCS 80 Polycom VVX User Guide

							 
MAXCS 8.0 Polycom VVX User Guide  Page 1 of 16 
MAX Communication Server 
Release 8.0 
 
 
 
 
 
Polycom VVX User Guide 
 
 
 
 
September 15, 2015 
 
 
 
 
 
 
    
						

							 
MAXCS 8.0 Polycom VVX User Guide  Page 2 of 16 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
AltiGen Communications, Inc. 
679 River Oaks Parkway 
San Jose, CA 95134 
Telephone: 888-AltiGen (258-4436)  Fax: 408-597-9020  E-mail: [email protected]  W eb site: www.altigen.com 
 
All product and company names herein may be trademarks of their registered owners. Copyright © AltiGen Communications, Inc. 2015.  All rights reserved.  
    
						

							 
MAXCS 8.0 Polycom VVX User Guide  Page 3 of 16 
This guide is provided for end-users. It shows the basics of using Polycom VVX model phones with MAXCS Release 8.0.  
Before you can use your Polycom phone with MAXCS clients, your administrator must configure your phone to work with 
MAXCS system. 
Refer to the documentation that came with your Polycom phone to connect the cables and power supply to your phone, 
and for any other basic phone information. 
Logging In 
Your administrator has configured your Polycom phone for you. When you plug in your phone, you may see a message 
asking you to press some keys to register the phone. If you see this message, follow these steps to have your phone 
download the correct settings: 
1 Press the Speaker button or pick up the handset. You should hear a dial tone. 
2 Press # 1 7.  
3 When you are prompted, enter your extension number and your voicemail password. 
4 Follow any remaining prompts that appear. 
The phone should restart and then download your system information and any features that your administrator has 
configured for you. Some phone models will restart more than once; the entire download process, including any restarts, 
can take up to four minutes to complete. 
Views 
Press the phone’s Home key to switch among the various views. 
 
Home view – shows 
icons to access phone 
features 
Lines view – shows 
BLF, Line Park, Page 
groups, and Favorites 
softkeys   
						

							 
MAXCS 8.0 Polycom VVX User Guide  Page 4 of 16 
  
Softkeys 
Several softkeys appear throughout the views:  
 
Calls the number 
 
Opens information about the entry 
 
Edits details of the entry 
 
Deletes the entry 
 
Be aware that some VVX models have softkeys on the touch screen; other models have physical keys to press. If your model 
is not a touch-screen model, press the physical phone button instead of a softkey. 
Answer Incoming Calls 
There are several ways to answer an incoming call. 
1 Press the Speaker button, pick up the handset, or tap Answer.  (To reject the call, tap Reject.) 
2 To end the call, press the Speaker button or hang up the handset. On some models, you can tap End Call.  
 
     
Note:  You cannot tap the Forward softkey to forward an incoming call.   
Active Call view – shows 
only the active call Calls view – shows all 
calls   
						

							 
MAXCS 8.0 Polycom VVX User Guide  Page 5 of 16 
With multiple calls, if you pick up the handset, you will answer the first incoming call. However, if you press the Answer 
button, you will answer whichever call is highlighted. 
Make Outgoing Calls 
To place a call, you can start dialing the number from any screen. As you type, the phone automatically checks your 
Directory and Call Log to auto-filter entries to find the contact. Once you see the contact, you can tap it to dial (or press the 
key beside it). 
You can also use the softkeys to place calls: 
1 Tap New Call. 
2 Enter the number and tap Call. 
 
    
 
To place a call from an entry in your Directory, 
1 Tap Directories. 
2 Tap an entry in your Directory. 
3 Tap the green softkey to place the call. 
To place a call from an entry in your Recent list, 
1 Tap Directories. 
2 Tap Recent. 
3 Tap the entry to place the call. 
You can add contacts as Favorites, so that you can tap the name to call from Lines view. 
Place Calls on Hold 
1 Tap Hold.  
2 To pick the call up again, tap the call 
and tap Resume. 
 
   
						

							 
MAXCS 8.0 Polycom VVX User Guide  Page 6 of 16 
Transfer Calls 
The method for transferring a call will vary, depending upon your intent: 
 When transferring a call to a live person and you want to introduce the call before switching it over, use what is 
commonly referred to as a Supervised transfer. 
 In all other scenarios, we recommend that you perform a Blind transfer instead of a Supervised transfer. This 
includes transfers to Workgroup queues, voicemail systems, and so on.  
If your administrator has assigned a Polycom Advanced Features license to your extension, see page 10 for more options. 
Supervised Transfers 
1 While on a call, tap Transfer. The call is placed on hold. 
2 To use the dial pad, enter the number. 
To use the Directory, tap Directory, and tap the entry. 
To use the Favorites list, tap Directory, tap Favorites, and then tap the entry. 
3 Tap the green Call softkey. 
4 After speaking with the recipient, tap Transfer. 
Blind Transfers 
1. While on a call, tap Transfer. The call is placed on hold. 
2. Tap Blind. (On some VVX models, you must tap More and then tap Blind.) 
3. Enter the extension number or choose the number from the Directory or Favorites list. 
4. Hang up; the call will automatically transfer. You do not need to wait to hear ringing on the line. 
To cancel a transfer in progress: 
 VVX 310/400 – Tap Cancel. You automatically reconnect to the call.  
 VVX 500/600 – Tap the red phone icon. You automatically reconnect to the call.   
Notes: 
With Polycom phones, you cannot make the following types of transfers. If you try to make these types of transfers, then 
the call will remain on your extension, on hold. 
 You cannot transfer a call to a personal or workgroup queue (in other words you cannot transfer a call to a 
workgroup with no available agents 
 You cannot transfer a call to a line park, voicemail, or AA 
Make Conference Calls 
If your administrator has assigned a Polycom Advanced Features license to your 
extension, see page 10 for more options. 
1 Call the first conference member. 
2 Tap Conference.   
						

							 
MAXCS 8.0 Polycom VVX User Guide  Page 7 of 16 
3  Call the next participant and tap Conference. 
4 To add additional participants (up to six participants per conference call) tap 
Hold, dial the number, and tap Join.  (Do not use the Conference key after the 
third participant has joined.)  
If you have joined a conference call on a Polycom phone, (in other words, if you did 
not initiate the conference call) to add another member you must tap Join instead of 
tapping Conference. 
You can also tap Join to join together one held and one active call.  
Notes: 
If the conference initiator hangs up the call and there are only two parties left on the conference call, then the call reverts 
to a direct call.  
However, if the conference initiator is one of the two remaining callers, the call will remain a conference call. In this 
scenario, neither party can transfer the call to another party. If the conference initiator wants to transfer the call, the 
initiator must conference in the other party and then drop off. 
Work With the Directory 
Tap Directories to open the screen. 
Favorites – Numbers you add to this list appear as softkeys in Lines view. 
Recents – Shows your recent calls. 
To save a recent call to your Directory,  
1 In Home view, tap Directories.  
2 Tap Recent. 
3 Tap the Information icon beside the entry that you want to save.   
4 Tap the Edit icon.  Edit the name and any other information. 
5 Tap Save. 
To manually enter a contact, 
1 Tap Directories.  
2 Tap the plus sign.   
3 Enter the information and tap Save. 
If you need to update information in the Directory, find the entry and tap the pencil icon to edit the fields. 
Set Up Favorites (Speed Dial) 
Favorites are like Speed Dial entries. When you add a contact as a Favorite, you add a 
softkey for that contact to the phone’s Lines view.  
1 In Home view, tap Directories. 
2 Tap the entry in your Directory. 
3 Tap Add to Favorites.    
						

							 
MAXCS 8.0 Polycom VVX User Guide  Page 8 of 16 
4 Tap again to accept the assigned softkey slot. 
The contact will now appear in Lines view. 
To add a recent caller as a Favorite, 
1 In Home view, tap Directories. 
2 Tap Recent. 
3 Tap the Information icon beside the entry that you want to save.   
4 Tap Add to Favorites. 
5 Tap again to accept the assigned softkey slot. 
Manage Multiple Calls 
In order to handle multiple calls, your Administrator must enable your Enable Multiple Call Waiting or Enable Live Call 
Handling option. 
Your Polycom phone can handle multiple calls in a ‘queue.’ You can switch 
from one call to another, and even join several queued calls into a conference 
call. 
If you are on a call and a second call comes in, the call will appear on your 
phone in a ringing state.  After no answer, the call will go into a waiting queue; 
you will see the call in Lines view. 
To accept the incoming call and place the current call on hold, tap Answer. 
To send the incoming call to your extension’s “Ring No Answer” handling rule, tap Reject. 
Switch Phone Locations 
If you have several work locations with phones assigned to you, you can switch your extension between them as needed. 
For example, you may have one phone at work and one phone at home. 
To switch your extension to your other phone,  
1 On the Polycom phone, tap #17.   
2 When prompted, enter your extension and password.  
MAXCS will verify your credentials, log your extension off of the previous phone, and then reboot this phone. 
Work With Voicemail Messages 
To hear voicemail messages, 
1 In Home view, tap Messages and Message Center.  (Or tap the envelope in the 
upper corner.)  Some models have a Voicemail key. 
You see a breakdown of Urgent, New, and Old messages. 
2 Tap Connect. 
3 Enter your password and respond to the prompts in the voicemail system. 
The Old Message count on Polycom phones is equivalent to MAXCS Total – MAXCS New count.   
						

							 
MAXCS 8.0 Polycom VVX User Guide  Page 9 of 16 
Advanced Features 
If your administrator assigned a Polycom Advanced Features license to your extension, you have many additional features 
to work with. 
For example, with a Polycom Advanced Features license, your clients are now synchronized with your Polycom phone. For 
example, regardless whether you used the client or your phone to place a call on hold, you can retrieve the call from either 
the client or your phone. 
DND Synchronization (Advanced Features License required) 
When you toggle Do Not Disturb mode on and off via the phone display or via MaxAgent or 
another client, all devices and clients will synchronize the DND status. 
 When you tap DND, the line icon in Home view shows a red circle.  
To turn DND off, tap the DND softkey on the phone or turn it off via your MAXCS client. 
Line Monitoring / BLF (Advanced Features License required) 
If your administrator configured your extension to monitor other extensions, you will see those monitored extensions as 
softkeys in Lines view. 
 
 
 
 Red LED - That extension is connected to a call (or the extension is not registered with MAXCS yet) 
 No LED - That extension is idle 
 Green flashing LED – That extension is ringing  
When a monitored extension is ringing, tap its softkey once to pick up the call.  Tap only once - tapping twice will connect 
and then immediately disconnect the call. 
If your Administrator configured a “Splash Display” feature for you, you will briefly see an alert on your phone when the 
monitored extension rings. 
You can call a monitored extension by tapping it. 
When a monitored extension is ringing, you can take these actions (if the administrator 
enabled the Splash Ring feature for you): 
 Tap Pickup to answer the incoming call 
 Tap Ignore to dismiss the ring display and silence the ring 
 Tap Silence to silence the ring   
						

							 
MAXCS 8.0 Polycom VVX User Guide  Page 10 of 16 
Notes: 
 In Release 8.0, your administrator can set a Global extension as a BLF softkey for your phone. However, you will be 
able to only monitor that global BLF; you will not be able to answer a Global BLF call by pressing that BLF button. 
 If you tap a BLF softkey twice (the second time when the phone is ringing), the call may be disconnected. 
Expanded Conference Methods (Advanced Features License required) 
Users with a Polycom Advanced Features license assigned to their extension have additional ways to join and initiate 
conference calls within MaxAgent, MaxOutlook, MaxCommunicator, and AltiConsole. 
Initiate an Ad-Hoc Conference 
Method 1: Conference button 
1 Call the third party.  
2 Highlight the connected call and click Conference. 
3 Select one of the conference entries on hold and click Conference. 
Method 2: Conference button 
1 Call the third party. Put the call on hold. 
2 Highlight the call on hold and click Conference. 
Method 3: Right-click menu 
1 Call the third party. Put the call on hold. 
2 Right-click the call on hold and select Join To Conference. 
Method 4: Drag & Drop (not supported by AltiConsole) 
1 Call the third party. 
2 Drag a connected call entry onto a call on hold, or drag a call on hold entry onto a connected call entry. 
Join a Call to an Existing Conference 
Method 1: Conference button 
1 Call the next party. 
2 Highlight the connected call. 
3 Click Conference. 
Method 2: Right-click menu 
1 Call the next party. 
2 Right-click the connected call and select Join To Conference. 
Method 3: Drag & Drop (not supported by AltiConsole) 
1 Call the new party. 
2 Drag the connected call entry onto any of the hold conference entries.