Polycom VVX 500 and 600 Series

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Overview

Getting started

Although the models within the Polycom VVX 500 and 600 Series vary slightly in terms of internal hardware and screen size, all the models in both series work in exactly the same way. The layout of the buttons on the phones and the key sequences you use to perform each function are the same for all the models within both series.

What is the basic layout of my phone?

How do I navigate onscreen lists and menus?

Your Polycom VVX 500 or 600 Series phone is equipped with a touch screen which you navigate by tapping or swiping up, down, left or right.

What is my extension?

Your personal extension shows on the screen when your phone is at rest.

Answer Calls

How do I answer a single call?

Of course, when the phone is ringing, you may pick up the handset to answer.

How do I answer a call using the speakerphone?

Tap Answer, or press the speakerphone button.

If I am on a call, how do I answer a second call?

Tap Answer.

Note: When you answer a second call, the first caller is automatically placed on hold.

Make Calls

Note: You do not have to dial 9 or any other prefix to make an outbound call.
You can dial any other ENA SmartVoice phone in your system using just the phone’s 4 or 5 digit extension.

How do I make a call using the handset?

  1. Dial the number on the keypad.
  2. Pick up the handset to start the call.

Note: Be aware if you pick up the handset before starting to dial, the system attempts to complete the call after an approximately 2 second pause. You will get an error if you have not entered all the digits. To avoid this, leave the handset in the cradle while dialing and pick up when finished.

How do I make a call using the speakerphone?

  1. Dial the number on the keypad.

  1. Tap the dial icon or the speakerphone button.

Hold Calls

How do I place a caller on hold?

When you are on an active call, tap the Hold soft key.

How do I take a caller off hold?

When a caller is on hold, tap the Resume soft key to return to the caller. If you are on an active call, tap the caller ID of the caller on hold, then tap Resume.

Note: If you have two callers on hold, or are on an active call and have one caller on hold, tap the call to which you would like to return, then tap Resume.

Transfer Calls

Consultative (Announced) transfer

Sometimes, you want to talk to the transfer recipient before sending the caller through. For example, you may want to let the recipient know who the caller is, give the recipient some background information, check and see if the recipient is available to take the call, etc.

In these cases, you use a Consultative transfer.

  1. Tap More.

  1. Tap Transfer.

Note: When you tap Transfer, the original caller is automatically placed on hold. You do not have to manually place the caller on hold.

  1. Dial the recipient.

  1. After you have spoken with the recipient and are ready to complete the transfer, tap More.

Blind transfer

To transfer a call to a recipient without talking with the recipient first, you use the BlindXfer soft key.

  1. Tap Blindxfer.

  1. Dial the recipient’s extension or number.

  1. Tap Enter.

Direct to voicemail transfer

To transfer a caller directly to someone’s voicemail, you use the VMxfer soft key.

  1. Tap VMxfer.

  1. Dial the recipient’s extension or number.

  1. Tap Enter.

To transfer a caller directly to someone’s voicemail if do not see a VMxfer soft key and have a 4 digit extension:

  1. Tap Transfer.
  2. Tap Blind.
  3. Dial *90 followed by the recipient's number.
  4. Tap Send.

To transfer a caller directly to someone’s voicemail if do not see a VMxfer soft key and have a 5-6 digit extension:

  1. Tap Transfer.
  2. Tap Blind.
  3. Dial * followed by the recipient's number.
  4. Tap Send.

Cancel a transfer

Tap Cancel at any point prior to completing a transfer to return to the original call.

Note: You may have to tap More to see the Cancel soft key.

Set Up and Check Voicemail

How do I set up my voicemail?

The first time you access the Message Center on your phone, the system will walk you through your voicemail setup. To access the Message Center.

  1. Tap the icon that looks like an envelope on the top left side of your phone's screen.

  1. Tap Message Center.

  1. Tap the line for which you would like to set up voicemail. If have more than one line with voicemail on your phone (for example, your extension and the main number), you see them here.

  1. Follow the prompts.

How do I check my voicemail from my phone?

To check your voicemail.

  1. Tap the icon that looks like an envelope on the top left side of your phone's screen.

  1. Tap Message Center.

  1. Tap the line for which you would like to check voicemail. If have more than one line with voicemail on your phone (for example, your extension and the main number), you see them here.

  1. Follow the prompts.

Check voicemail from another ENA SmartVoice phone

  1. Press the Messages button or icon of the phone you are using.
  2. When you hear the voicemail greeting, press the star key (*).
  3. Enter your full 10-digit number when prompted.
  4. Note: If you have an extension-only number, your full 10-digit number will be a customer prefix followed by your extension. If you do not know your customer prefix, check with your system administrator.

  5. Follow the prompts.

Check voicemail remotely

If you have a direct dial number you can call from outside the system:

  1. Call your number.
  2. When you hear your voicemail greeting, press the star key (*).
  3. Follow the prompts.

If you have an extension-only number you cannot call from outside the system:

  1. Dial 877-675-1152.
  2. Enter your full 10-digit number.
  3. Note: If you have an extension-only number, your full 10-digit number will be a customer prefix followed by your extension. If you do not know your customer prefix, check with your system administrator.

  4. Follow the prompts.

What are the voicemail menu options?

Note: Depending on the feature package assigned to the extension, sub-menus may vary slightly from those shown in the chart.

Clear Missed Calls Message

To clear the onscreen Missed Calls message, open your Recent Calls list by tapping the icon that looks like a clock.

Recent Calls List

Tap the icon that looks like a clock to see your phone’s most recent received, placed, and missed calls.

Tap the number you would like to call.

Make a Conference Call

How do I make a 3-party Conference Call?

When you are on a call with one party:

  1. Tap More.

  1. Tap Confrnc.

  1. Dial the third party.

  1. When the third party answers, tap More.

  1. Tap Confrnc.

If I’m already on two calls, how do I join them into a conference call?

When you are on one active call and have another caller on hold, or you have two callers on hold:

  1. Tap More. (You may need to tap More twice.)
  2. Tap Join.

Forward Calls from Phone

Note: ENA SmartVoice extensions assigned a Pro Feature Package are forwarded using the Reach Me function in the ENA SmartVoice User Portal and not the access (star) codes show below.

How do I forward all calls to another phone?

To turn on immediate call forwarding for all calls:

  1. Dial *72 followed by the number to which you would like to forward calls.
  2. Press Send or Dial.

To turn off immediate call forwarding:

  1. Dial *73
  2. Press Send or Dial.

How do I forward calls to another phone if I don't answer in a certain amount of time?

To turn on call forwarding if no answer:

  1. Dial *92 followed by the number to which you would like to forward calls.
  2. Press Send or Dial.

To turn off call forwarding if no answer:

  1. Dial *93
  2. Press Send or Dial.

Note: You set how long your phone rings before being forwarded using the the Reach Me function in the ENA SmartVoice User Portal.

Use Do Not Disturb (DND)

Do Not Disturb (DND) sends all incoming calls directly to voicemail.

You toggle Do Not Disturb on and off by pressing the Home button and tapping DND.

Or by pressing the DND soft key, if it is available.

Note: If you are not receiving calls, check to make sure Do Not Disturb is not activated on your phone.

Park Calls

Call Park allows you to place a call on hold so it can be retrieved from any other ENA SmartVoice phone in your building.

How do I park a call?

  1. When you are on an active call, tap More.

  1. Tap Transfer.

  1. Dial *98.

  1. You will hear a message telling you on which orbit the call is parked and prompting you to complete the transfer. Tap More.

  1. Tap Transfer.

How do I pick up a parked a call?

When you let a person know they have a parked call, you will need to tell them the orbit number on which the call is parked. To pick up a parked call:

  1. Go to any ENA SmartVoice phone in the building and dial *99 followed by the orbit number.

Record Calls

  1. Insert a USB flash drive into the port on the back of your VVX 500_600 Series phone.

Note: Make sure you insert the USB flash drive into the port on the back of the phone and not into the video camera port on the top of the phone.

  1. When you are on an active call, tap More (You may need to tap More twice).

  1. Tap Record.

  1. Tap Start to being recording.

  1. When you are recording a call, you see the Stop and Pause controls. You may need to press More to see Pause.

Note: If you would like to use the call recording feature and it is not activated on your phone, please contact your system administrator.

Call recording is only available in certain feature packages and on the VVX 401 and above model phones.

Paging

How do I make a zone page that is broadcast through the phone speakers?

Note: Zone pages are broadcast through the phone speakers, not your building intercom system.

If your system administrator has created paging zones (for example, All Call, Second Floor, etc.) and assigned your phone broadcast permission, you see a Paging soft key on your phone.

To make a zone page through the phone speakers:

  1. Press Paging.
  2. Use the navigation dial to select the zone you would like to page.
  3. Press Page.

If my building intercom system is integrated with my ENA SmartVoice system, how do I make an announcement?

Your system administrator will provide you with an extension to dial to make an announcement through the building speakers.

If your system is set up with one zone only (Typically All Call):

  1. Dial the intercom system extension.
  2. Make your announcement.
  3. When finished, hang up.

If your intercom system is set up with multiple zones for announcements to be broadcast to specific areas. (e.g., outside, East wing, etc.):

  1. Dial the intercom system extension.
  2. When hear tone, enter the number of the zone to which you would like to broadcast.
  3. When hear tone, make your announcement.
  4. When finished, hang up.

Configure Available Phone Keys

You can configure available phone keys as speed dials, one-touch transfer buttons, etc. You configure available phone keys through your ENA SmartVoice End User Portal.

ENA SmartVoice Access (Star) Codes

Access Code

What it Does Available in Feature Package Notes
*53 Directed Call Pickup Plus, Plus Mobile, Plus Office, Pro Enter *53 followed by the extension of a ringing phone to pick it up.
*54

Group Call Pickup

Plus, Plus Mobile, Plus Office, Pro

Enter *54 followed by the extension of a ringing phone to pick it up.

Call Pickup Groups are set up by your ENA SmartVoice System Administrator.

*62 Enable Busy Call Forwarding

Prime, Plus, Plus Mobile, Plus Office

ENA SmartVoice extensions assigned a Pro Feature Package, are forwarded using the Reach Me function in the ENA SmartVoice User Portal and not access (star) codes.

*63 Disable Busy Call Forwarding

Prime, Plus, Plus Mobile, Plus Office

 
*69 Automatic Recall All Plays an announcement of the number of the last call received.
*72 Enable Unconditional Call Forward Prime, Plus, Plus Mobile, Plus Office ENA SmartVoice extensions assigned a Pro Feature Package, are forwarded using the Reach Me function in the ENA SmartVoice User Portal and not access (star) codes.
*73 Disable Unconditional Call Forward Prime, Plus, Plus Mobile, Plus Office  
*78 Enable Do Not Disturb All

When Do not Disturb is enabled for an extension with a Pro feature package, caller hears system generated message that person is unavailable and call terminates.

When Do not Disturb is enabled for all other features packages, call goes directly to voicemail.

*79 Disable Do Not Disturb All

 

*92 Enable Call Forwarding on No Answer Prime, Plus, Plus Mobile, Plus Office ENA SmartVoice extensions assigned a Pro Feature Package, are forwarded using the Reach Me function in the ENA SmartVoice User Portal and not access (star) codes.
*93 Disable Call Forwarding on No Answer Prime, Plus, Plus Mobile, Plus Office  
*98 Call Park All Press Transfer followed by *98 to park a call.
*99 Retrieve Parked Call

All

Press *99 followed by the Park Orbit to retrieve a parked call.

*318 Voicemail All