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    Poly VVX 500 and 600 Series
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    Contents

    Poly VVX 500 and 600 Series

    • 10 Minutes to read
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    Article summary

    Download Quick Reference Guide

    Note
    The screen size, screen color, location of the buttons, and location of line keys vary slightly between these phone models, however, the steps to use the features described below are the same.

    Overview

    Getting to Know Your Phone

    Basic Layout

    VVX 500 layout_350x298

    Your Extension

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

    VVX 500 your extension participant_350x324

    Navigate Onscreen Lists and Menus

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

    Set Up and Check Voicemail

    Set Up 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 .
    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.

    Check Voicemail from Your Phone

    To check your voicemail.

    1. Tap .
    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 UCaaS Phone

    1. Press the Voicemail button (marked with , , or MESSAGE) or the Vmail soft key on 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.
      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.

    Check Voicemail Remotely

    If you have a direct dial number:

    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:

    1. Dial 877-675-1152.
    2. Enter your full 10-digit number.
      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.
      3. Follow the prompts.

    Voicemail Menu Options

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

    ENA SmartVoice voicemail menu options (1)

    Place Calls

    Note

    You do not have to dial a nine, zero, or any other prefix to make an outbound call.

    You may dial any other UCaaS phone in your system using the phone’s 4 or 5-digit extension.

    Using the Handset

    Using the Handset

    1. Using the dial pad, enter the number you are calling.
    2. Pick up the handset.
    Note
    You can place a call by picking up the handset before dialing. However, please be aware that the system will attempt to complete the call after a slight pause in entering digits on the dial pad.

    Using the Speakerphone

    1. Dial the number on the keypad.
    2. Tap or .

    Using the Headset

    1. With the headset connected, press to activate the headset mode.
    2. Enter the number
    3. Tap or the Send soft key.
    Note
    During a call, you can alternate between the headset, speakerphone, and handset modes by pressing , the Speakerphone key or by picking up the handset. Headset mode requires a connected headset.

    Answer Calls

    Using the Handset

    When a call comes in, pick up the handset.

    Using the Speakerphone

    When a call comes in, press , the Answer soft key, or the flashing line key.

    Using the Headset

    With your headset connected and activated, press when a call comes in.

    Answer Second Incoming Call

    When you are on a call, and a second call comes in, tap Answer.

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

    Reject Calls

    To reject an incoming call and send it directly to voicemail, press the Reject soft key.

    End Calls

    Using the Handset

    Press the EndCall soft key or place the handset in the cradle.

    Using the Speakerphone

    Press or the EndCall soft key.

    Using the Headset

    Press the EndCall soft key.

    Redial

    Tap , then tap the most recent call.

    Mute and Unmute Calls

    Press to mute the microphone during a call.

    Press again to unmute the call.

    Hold Calls

    Place a Caller on Hold

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

    Resume a Held Call

    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

    Blind transfer

    To transfer a call to a recipient without speaking with the recipient first, use a Blind transfer.

    1. Tap Blindxfer.
    2. Dial the recipient’s extension or number.
    3. Tap Enter.

    Consultative (Announced) transfer

    Consultative Transfer

    If you would like to talk to the transfer recipient before sending the caller through, use a Consultative transfer.

    1. Press Transfer. The call is automatically placed on hold.
      Note
      You may need to press More to see the Transfer soft key.
    2. Dial the recipient.
    3. After you have spoken with the recipient and are ready to complete the transfer, press Transfer.

    Direct to voicemail transfer

    Blind transfer

    To transfer a call to a recipient without speaking with the recipient first, use a Blind transfer.

    1. Tap Blindxfer.
    2. Dial the recipient’s extension or number.
    3. Tap Enter.

    Cancel a transfer

    Cancel a Transfer

    Press the Cancel soft key at any point prior to completing a transfer to return to the original call.

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

    Forward Calls from Phone

    Note
    UCaaS extensions assigned a Pro or Executive feature package are forwarded using the Reach Me function in the User Portal and not the access (star) codes show below.

    Immediate Call Forwarding

    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.

    Call Forward if No Answer

    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 User Portal.

    Make a 3-Party Conference Call

    Conference in a Third Party

    When you are on a call with one party:

    1. Tap More.
    2. Tap Confrnc.
    3. Dial the third party.
    4. When the third party answers, tap More.
    5. Tap Confrnc.

    Join Current Calls 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.

    Call Park

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

    Park a Call

    1. When you are on an active call, tap More.
    2. Tap Transfer.
    3. Dial *98.
    4. You will hear a message telling you on which orbit the call is parked and prompting you to complete the transfer. Tap More.
    5. Tap Transfer.
    6. Let the recipient know they have a parked call and the orbit number on which the call is parked.

    Pick Up a Parked Call

    To pick up a parked call, go to any ENA SmartVoice phone in the building and dial *99 followed by the orbit number.

    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.

    Paging

    Make Page Through Phone Speakers

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

    If your System Administrator has created paging groups (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 page through the phone speakers:

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

    Make Page Through Building Speakers

    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.

    Local Call Recording

    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.
    2. Tap Record.
    3. Tap Start to being recording.
    4. 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.

    Access and Use Call History

    Access Recent Calls List

    Tap to see your phone’s most recent received, placed, and missed calls.

    Place Calls from Recent Calls List

    Tap the number you would like to call.

    Clear Missed Calls Alert

    To clear the onscreen Missed Calls alert, tap Tap to open your Recent Calls.

    Adjust Volume

    Adjust Call Volume

    During an active call, press + or - to adjust the call volume.

    Adjust Ringer Volume

    While the phone is idle or ringing, press + or - to adjust the ringer volume.

    Change Ring Tone

    Alert
    Changes to ring tones made through your phone's menu will reset to the default each evening. If you wish to customize the ring tone, please contact your System Administrator.

    Program Phone Keys

    Available phone keys set as speed dials and one-touch transfer buttons, are managed by your System Administrator or through the User Portal.

    Warning
    While it is possible to make changes through the phone menu instead of the portal, any changes made this way will be reset to the default when the phone reboots. The phone reboots if disconnected from its power source or during overnight system updates.


    Access (Star) Codes

    Access CodeWhat It DoesAvailable In Feature PackageNotes
    *53Directed Call PickupAll except PrimeDial *53 followed by the extension of a ringing phone to pick it up.
    *54
    		Group Call PickupAll except Prime

    Dial *54 to pick up a call ringing on a phone that is a member of a Call Pickup Group of which your phone is a member.

    Call Pickup Groups are set up by your System Administrator.

    *62
    		Enable Busy Call ForwardingAll except Pro and Executive
    		Extensions assigned a Pro or Executive feature package, are forwarded using the Reach Me function in the User Portal and not access (star) codes.
    *63
    		Disable Busy Call ForwardingAll except Pro and Executive
    		Extensions assigned a Pro or Executive feature package, are forwarded using the Reach Me function in the User Portal and not access (star) codes.
    *69
    		Automatic RecallAllPlays an announcement of the number of the last call received.
    *72
    		Enable Unconditional Call Forward
    		All except Pro and Executive
    		Extensions assigned a Pro or Executive Feature Package, are forwarded using the Reach Me function in the User Portal and not access (star) codes.
    *73
    		Disable Unconditional Call ForwardAll except Pro and Executive
    		Extensions assigned a Pro or Executive Feature Package, are forwarded using the Reach Me function in the User Portal and not access (star) codes.
    *92
    		Enable Call Forwarding on No Answer
    		All except Pro and Executive
    		Extensions assigned a Pro or Executive feature package, are forwarded using the Reach Me function in the User Portal and not access (star) codes.
    *93
    		Disable Call Forwarding on No AnswerAll except Pro and Executive
    		Extensions assigned a Pro or Executive feature package, are forwarded using the Reach Me function in the User Portal and not access (star) codes.
    *98
    		Call ParkAllPress Transfer followed by *98 to park a call.
    Call Park is enabled by your System Administrator.
    *99
    		Retrieve Parked CallAllPress *99 followed by the Park Orbit to retrieve a parked call.
    Call Park is enabled by your System Administrator.
    *318
    		VoicemailAll
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