AltiGen comm MAXCS 80 CU1 Polycom RealPresence Group 500 Configuration Guide for MaxCS

							 
Polycom Configuration Guide   Page 21 of 52 
 
Figure 19: The Polycom default local admin password option 
In addition, you can enable a Polycom phone so that it downloads this default password; select PBX > AltiGen IP 
Phone Configuration, select the extension, and switch to the Polycom tab. Check the Enable Password Control 
option; the password from the System > Number tab will be copied over. You can change this entry as needed. 
 
Figure 20: Enable password control for a Polycom phone   
						

							 
Polycom Configuration Guide   Page 22 of 52 
Considerations: 
 When you enable password control, the next time the phone reboots the phone will update its Web 
Configuration Utility password to the one password that you specified.  Even if the user later changes the 
password, at the next reboot the phone will revert to the password you specified. 
 If you enable password control and enter a custom password, then you later clear that option’s checkbox, 
the phone’s password will stay as it is. In other words, MAXCS will not reset the password to the default 
password. For this reason, it is important to remember the password. 
Mobile Fallback 
You can now enable mobile fallback on Polycom phones, just as you can with AltiGen IP Phones.  When enabled for 
an extension, if a Polycom phone loses its network connection, it will automatically fall back to a Mobile Extension.  
To enable this for an extension,  
1. In MAXCS Administrator, open the PBX > Extension Configuration > General tab. 
2. Choose the extension. 
3. Check the Enable Fallback to Mobile Extension option, and specify the appropriate mobile extension 
channel from the list. 
 
Figure 21: Enable an extension to fallback to a mobile extension 
The Polycom phone will not automatically re-register after the fallback; users must press #17 to log in again. Those 
phones will become available after a few minutes. 
Note: The Secondary Proxy option and the Fallback to Mobile Extension option are mutually exclusive for 
Polycom phones. In other words, you cannot enable both features for a Polycom phone. 
Firmware Auto-Upgrade 
MaxCS now supports an automatic firmware upgrade to Polycom VVX phones. This feature is supported only on 
the VVX models (except for the VVX1500 model).   
Two Upgrade Options: New Phones, Existing Phones 
There are two separate options that you can use to upgrade VVX firmware. One is for new phones that you have 
recently acquired and are starting to provision; the other is for existing phones that are already associated with an 
extension. 
 For new Polycom VVX phones – A new option is found on the System > Polycom Configuration page. 
Here, you see the current supported firmware, along with a new checkbox, Upgrade VVX firmware to 
5.2.2.0501 during phone reboot if the phone is not associated with an extension number.    
						

							 
Polycom Configuration Guide   Page 23 of 52 
 
Figure 22: The upgrade checkbox for new Polycom phones 
Check this option when you are adding new Polycom phones to your organization and you want to push 
the currently-supported firmware to phones immediately when they are plugged in. 
This option is not selected by default. 
This feature allows you to reduce the wait time for users logging into a new VVX phone; downloading 
firmware may take from 8-10 minutes. 
 For existing Polycom VVX phones – An extension-specific firmware upgrade setting is found on the PBX > 
AltiGen IP Phone Configuration panel, on the Polycom tab.  
Use this option to control whether to push updated firmware to specific Polycom VVX phones in your 
organization the next time the phone reboots. 
By default, this option is selected. 
Enable Firmware Auto-Upgrade 
This section describes how to configure VVX extension to automatically upgrade firmware. 
1. Download new firmware (split edition) from the Polycom website. 
http://downloads.polycom.com/voice/voip/uc_sw_releases_matrix.html 
2. Extract all of the files to the this folder on the MaxCS server: \AltiServ\PolyComFW\VVX 
3. In MAXCS Administrator, select System > Polycom Configuration and check the option, Always upgrade 
VVX firmware to …during phone reboot if the phone is not associated with an extension number. 
4. If you want to automatically update firmware on a VVX extension when the phone reboots, 
a. Select PBX > AltiGen IP Phone Configuration.  
b. Select the extension in the left panel. You will see the current firmware version on that Polycom 
phone in the right panel. 
 
Figure 23: The Firmware field shows the Polycom phones current firmware version 
c. On the Polycom tab, check the option, Upgrade Firmware to… during phone reboot. 
  
Figure 24: The upgrade option for a specific Polycom extension   
						

							 
Polycom Configuration Guide   Page 24 of 52 
The next time that the phone restarts, the firmware on that phone will automatically be upgraded. 
Secondary Proxy Support 
You can now assign a secondary proxy server that Polycom phones will connect to when the main MAXCS server 
becomes unavailable. On this proxy server, some limited inbound and outbound calls can be performed. Only 
SIP/UDP is supported.  When the main MAXCS server is back up, the phones will automatically reconnect to the 
main server, restoring all functionality. 
The supported emergency gateways are AudioCodes MP11x, MultiTech MVP 410, and ADTRAN 900e series. For 
the MVP, only emergency dialing is supported and outbound DTMF is not supported. For configuration details, 
refer to those configuration guides in the AltiGen Knowledgebase. 
To set a proxy server for an extension, for times when the main server is unavailable, 
1. In MAXCS, select PBX > AltiGen IP Phone Configuration. 
2. Switch to the Polycom tab. 
3. Select the extension. 
4. Check the option Enable Secondary Proxy. 
 
Figure 25: The Secondary Proxy options 
5. For the Address field, enter the emergency gateway’s =P address and port number. 
6. You can enable S=P Registration to the secondary proxy by checking that option. Refer to your gateway’s 
configuration guide to determine whether to enable SIP registration. 
Notes 
 The Secondary Proxy option and the Fallback to Mobile Extension option are mutually exclusive for 
Polycom phones. In other words, you cannot enable both features for a Polycom phone. 
 If the deployment supports both Polycom and AltiGen IP phones, the port number on the gateway must 
be 5060. 
 You can enable TLS/SRTP for the extension; however, when the phone switches to the secondary proxy, it 
will use only SIP/UDP without encryption to avoid conflicts with the TLS certificate configuration. 
Be aware that when you enable TLS/SRTP for an extension, if the phone switches to the secondary proxy, 
it will use only SIP/UDP without encryption.  The extension will switch back to TLS/SRTP when the phone 
reverts to the main proxy. 
 If the user has multiple phones with the same extension number, then all of these phones will have the 
same secondary proxy. Because of this configuration, remote phones may not work correctly when they 
cannot reach the main MAXCS server.   
						

							 
Polycom Configuration Guide   Page 25 of 52 
 If you use AudioCodes MP-11x as the secondary proxy, SAS (Standalone Survivability) will be used. The 
MP-11x supports up to 25 registered users when SAS is enabled. To work around this limitation, disable 
SIP registration on additional Polycom phones. When the phone is not registered to the MP-11x, it cannot 
receive calls from other extensions. When a PSTN call comes in to the MP-11x, the call cannot be 
forwarded to a Polycom phone that is not registered to that MP-11x. However, an unregistered Polycom 
phone can still make PSTN calls. The approach is to enable SIP registration ONLY on those Polycom phones 
that need to receive incoming calls while MAXCS is not reachable. For other SIP extensions, disable the SIP 
registration.  
Limitations 
 The secondary proxy/gateway must support digit manipulation. Polycom phones have a pre-loaded 
digitmap, and the number sent to the gateway from the phones starts with a trunk access code (usually 
this is the digit 9).  The proxy/gateway will need to remove (strip out) this digit before sending the number 
to PSTN. 
 With an AudioCodes gateway SAS, the Polycom phones with SIP registration enabled will be able to dial 
extension-to-extension and receive inbound calls. Polycom phones with Enable Registration unchecked 
will only be able to place outbound calls while it cannot reach the main MAXCS server. 
 If a Polycom phone must support the #17 feature, disable the SIP registration option. The phone will only 
be able to place outbound calls while it cannot reach the main MAXCS server. 
Advanced Feature Configuration 
If your organization has purchased Polycom Advanced Features licenses for some extensions, then those 
extensions will have some additional capabilities. Some features are available only on the VVX models. 
 Do Not Disturb synchronization – Allows Polycom users to synchronize DND status between the phone 
and MAXCS clients 
 Busy Lamp Field (BLF) – Allows Polycom users to view the status of monitored extensions, answer 
incoming calls for monitored extensions, and pick up parked calls on monitored extensions 
 Line Park – Allows Polycom users to park a call. 
 Group Paging – Allows Polycom users to be members of paging groups, to send and receive pages in 
those groups 
 Call Control – Allows Polycom users to answer calls, put calls on hold, and other call functions via a 
MAXCS client such as MaxAgent. 
 Transfer and Conference – Allows Polycom users some enhanced transfer and conference abilities, 
beyond the basic operations included without the advanced license. 
 Device Auto-Answer (VVX models only) – Allows Polycom users to set their clients (MaxAgent, 
MaxCommunicator, AltiConsole, MaxOutlook) to have the Polycom phone automatically answer incoming 
agent calls. 
 Corporate Directory Dialing (VVX models only) – Allows Polycom users to choose contacts from a 
corporate Directory when making calls, transferring calls, and selecting conference participants. 
 Call Record button (VVX models only) – Allows Polycom users to press a button on the VVX phone to 
begin recording the current call. 
 Expansion Module Support (VVX models only) – MAXCS supports the Polycom VVX Expansion Module, 
which is a third-party device that is sold by Polycom to work with their model VVX IP phones.   
						

							 
Polycom Configuration Guide   Page 26 of 52 
 Video Support– VVX models only (VVX models only) – MAXCS supports video calls on Polycom IP phones. 
Supported devices include VVX500, VVX600, and VVX1500. 
Note: On Polycom IP phones, these features may behave somewhat differently than on AltiGen IP Phones. 
Assign Advanced Features Licenses to Polycom Phones 
This section shows how to assign Polycom Advanced Features licenses to IP phones.  
An extension must be assigned a 3rd-party license in order to enable a Polycom Advanced Features license for the 
phone. 
1. In MAXCS Administrator, select PBX > Extension Configuration and confirm that the extension has a 3rd-
party license. (Specifically, confirm that Enable 3rd Party SIP Device is checked).  
2. Select PBX > IP Phone Configuration. Click the extension number in the left pane. 
3. On the General tab, under the 3rd Party SIP Device section, check Enable Polycom Advanced Features. If 
no more Advanced Features licenses are available, you will see a notification message. 
DND Synchronization 
You can configure an extension to synchronize Do Not Disturb (DND) settings between a Polycom IP phone and a 
MAXCS client.   
 
 
1. In MAXCS Administrator, select PBX > Extension Configuration. Select the extension. 
2. Switch to the Answering tab.  
3. In the Do Not Disturb section, select Enable Do Not Disturb. Click Ok. 
This setting will be sent to the Polycom phone when the phone reboots.  
Do Not Disturb Feature Profile (#33) 
When you clear Call Management feature #33 – do not disturb (in System Configuration > Feature Profiles), both 
the DND button and the DND softkey will be disabled in Polycom phones that have been assigned to that profile. 
However, users will still see the disabled DND softkey until the phone is rebooted. 
Similarly, when you enable feature #33, some Polycom models will enable the DND button right away; other 
models may need to be rebooted before the change will take effect.   
Figure 26: Example of a Polycom phone display showing DND button   
						

							 
Polycom Configuration Guide   Page 27 of 52 
You may want to advise your Polycom users that if DND does not appear to work shortly, they can reboot the 
phone to download the configuration change. 
Busy Lamp Field (BLF) 
The Busy Lamp field feature is designed for users who monitor and pick up calls to other extensions. You can 
configure up to four BLF slots per phone.   
Note: You can now set a Global extension as a BLF softkey for Polycom phones, just as you can with AltiGen IP 
phones. However, you can only monitor the global BLF. You cannot answer a Global BLF call by pressing 
that button. 
 
 
To configure BLF for an extension, 
1. In MAXCS Administrator, select PBX > Extension Configuration. Select the extension. 
2. On the Monitor List tab, configure the extensions to monitor. 
3. Select PBX > AltiGen IP Phone Configuration. Switch to the Polycom tab. Select the extension. 
 
 
4. The page shows you ten customizable sets of fields; each one is a lamp slot. You can configure a BLF slot 
or a Line Park slot for each of the ten sets of fields.  
In any available slot (1-10), select BLF from the first pull-down menu. 
5. In the middle field, enter the extension number; this must be an extension on the Monitor list (which you 
set up in step 2).  If you enter an extension that you have already assigned to a slot, you will see a 
notification. 
Figure 27: Example of a Polycom phone display showing BLF extensions on the left 
Figure 28: IP Phone Configuration, Polycom tab BLF fields   
						

							 
Polycom Configuration Guide   Page 28 of 52 
6. The Label field will populate automatically the first time you configure the slot, based upon the extension 
that you chose. This text will appear on the Polycom phone beside the extension number.  
You can edit this string as needed to clearly indicate the name of the user, a group name, or any relevant 
string. Be aware that the character display length for this field will vary from one Polycom model to 
another. To avoid having this entry truncated on a phone’s display, enter a relatively short label.  We 
recommend that you check the phone display and layout to check any truncation and adjust the label 
accordingly. 
7. Configure whether incoming BLF calls should ring this extension, and if so, which ring tone should play. 
This setting applies to both BLF and Line Park slots.   
To ring the extension when this monitored line has an incoming call, check Enable Splash Display and 
choose the ring tone.  This setting applies to all monitored BLF and Line Park slots for this extension; you 
cannot customize rings for individual slots. 
To disable such rings, clear the checkbox; the phone’s light will briefly flash to signal an incoming call for 
the monitored extension.  
 
 
8. Repeat this step for any other monitored extensions for this extension. Click Apply when you have 
finished configuring the lamp slots for this extension. Click Save and Reboot when you have finished all 
customization for this extension.  
The changes will take affect once you reboot this Polycom phone. 
Note: If you later remove the Polycom Advanced License from this extension, all ten of the BLF/Line Park slots in 
the Polycom tab (see Figure 28) will be disabled. 
Line Park 
The Line Park feature is a kind of call park method. You can configure line park spots for a user to park calls on the 
Polycom phone. 
Figure 29: Enable Splash Display options for BLF and Line Park   
						

							 
Polycom Configuration Guide   Page 29 of 52 
 
 
1. In MAXCS Administrator, set up Line Park groups (select PBX > Line Park Configuration). For detailed 
instructions, refer to the MAXCS Administration Manual. 
 
 
2. Select PBX > AltiGen IP Phone Configuration. Switch to the Polycom tab. Select the extension.  
The page shows you ten customizable sets of fields; each one is a lamp slot. You can configure a BLF slot 
or a Line Park slot for each of the ten sets of fields.  
3. In any available lamp slot (1-10), select Line Park from an open slot’s pull-down menu. 
 
 
4. In the middle field, enter the line park number (which you set up in step 2).  If you enter a number that 
you have already assigned to a slot, you will see a notification. 
Figure 30: Example of a Polycom phone display showing Line Park slots LP13 and LP14 
Figure 31: Configure Line Park Groups 
Figure 32: Set up Line Park slots   
						

							 
Polycom Configuration Guide   Page 30 of 52 
The Label field will populate automatically based upon the number that you entered. This text will appear on 
the Polycom phone beside the line park number.  
5. (Optional) You can edit the text in the Label field as needed, to clearly indicate the name of the group.  
Be aware that the character display length for this field will vary from one Polycom model to another. To 
avoid having this entry truncated on a phone’s display, enter a relatively short label. We recommend that 
you check the phone display and layout to check any truncation and adjust the label accordingly. 
6. Repeat this step for any other Line park slots for this user. Click Apply when you have finished configuring 
the lamp slots for this extension. [same steps as earlier] 
The changes will take effect after the Polycom phone reboots.  
Note:  The Polycom Line Park feature supports all of the MAXCS standard Line Park features except for one. The 
Disable ring tone on IP phone checkbox, even when checked, is not supported. The user must tap the 
Silence softkey to stop the ringing. 
 
Figure 33: The Disable ring tone... setting is not supported 
Client Auto-Answer Changes (VVX Models) 
In previous releases, agents with Polycom VVX phones could both enable the Auto-Answer feature as well as set 
the default voice path (speaker or handset) in a single setting the client’s Configuration > Extension page. 
Due to the specific way that Polycom handles voice paths, AltiGen has changed how users configure this feature. 
Configuration now requires two separate steps.  
1. To enable or disable the client Auto-Answer feature, users still open the MaxAgent Configuration page.  
The choices now are Enable and Disable. (The choice in earlier releases was Speaker or Headset). 
 
Figure 34: Changes to the MaxAgent Auto-Answer feature 
2. Once the feature has been enabled, the default voice path is, by default, the speaker. If users want to 
switch the default voice path to the headset, they must press the Headset button twice while the phone is 
idle. The Headset button will blink slowly, to indicate that Headset is now the default voice path. 
To switch the default voice path back to the speaker, users press the Speaker button. (There are two 
other ways to switch the path to the speaker: Users can pick up the handset or press the Headset button 
once.)