Fusion Hosted Voice. NCTC North Central. 872 Highway 52 Bypass E. Lafayette, TN

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1 User Guide Fusion Hosted Voice User Guide, Revision 4, December 2014 NCTC North Central 872 Highway 52 Bypass E Lafayette, TN Fusion Hosted Voice User Guide Page 1

2 Table of Contents About Your Fusion Hosted Voice... 5 About Your Fusion Hosted Voice Endpoint... 6 Polycom SoundPoint IP Endpoint Models... 6 Polycom Soundpoint IP Polycom SoundPoint IP Polycom SoundPoint IP Polycom SoundPoint IP Polycom SoundPoint IP Polycom SoundPoint IP Expansion Module... 9 Polycom SoundPoint IP Color Expansion Module... 9 Polycom SoundPoint IP Endpoint Features and Functions Polycom VVX Endpoints Polycom VVX Polycom VVX Polycom VVX Polycom VVX Polycom VVX Polycom VVX Polycom VVX USB Video Camera Polycom VVX Expansion Module Polycom VVX Color Expansion Module Polycom VVX Endpoint Features and Functions Polycom VVX 300 and VVX Polycom VVX 400 and VVX Polycom VVX 500/ Placing Calls To Place a Call Using the Handset To Place a Call Using the Speakerphone To Place a Call Using a Headset Using Call Server Speed Calling To Place a Call Using Call Server Speed Calling Fusion Hosted Voice User Guide Page 2

3 To Configure Call Server Speed Calling via Telephone To Configure Call Server Speed Calling via Web Portal Muting the Microphone Adjusting the Volume Answering Calls To Answer an Incoming Call Using the Handset To Answer an Incoming Call Using the Speakerphone To Answer an Incoming Call Using the Headset (if so equipped) Answering an Incoming Call When on another Call Muting the Microphone Adjusting the Volume Call Pickup Call Pickup Directed Call Pickup Ending a Call Redialing Numbers Placing Calls on Hold Multiple Calls on Hold Music on Hold Conference Calling Setting Up a Conference Call Managing Conference Calls To Split a Conference Call Ending a Conference Call On Demand Conferencing Transferring Calls Performing a Consultative Transfer Performing a Blind Transfer Transfer using a DSS/BLF Key Transfer a Call to a Mailbox Parking Calls Fusion Hosted Voice User Guide Page 3

4 To Park A Call to Your Extension To Park a Call to Another Extension Retrieving Parked Calls Forwarding Calls Static Forwarding Forward Always Forward No Answer Forward Busy To Disable Call Forwarding Dynamic Forwarding Do Not Disturb Single Number Service Contact Directory To Dial a Contact from the Directory Using Voice Mail To Listen to Voice Mail Messages Using Paging To Send a Group Paging Announcement DSS/BLF Keys Updating Your Phone Configuration To Update Your Phone Configuration Rebooting Your Phone Phone User Preferences Changing the Display Contrast Changing Backlight Intensity Selecting the Ring Type Change Incoming Ring Type Custom LCD Screen Logo Cleaning VVX Touch Screen Phones (VVX 500 and 600) Troubleshooting Power and Startup Fusion Hosted Voice User Guide Page 4

5 Controls Access to Screens and Systems Audio Calling Displays Testing Phone Hardware About Your Fusion Hosted Voice Fusion Hosted Voice from NCTC provides cloud based business communications features and services to businesses of all sizes. This advanced services utilizes Voice as a Service (VaaS) architecture to deliver carrier grade business communications solutions to our customers without the requirement of a large investment in communications hardware and software. All voice services are delivered to your place of business via NCTC s high speed fiber optic network ensuring crystal clear voice quality and a plethora of business communications features. Fusion Hosted Voice User Guide Page 5

6 About Your Fusion Hosted Voice Endpoint Each user comes equipped with a Fusion Hosted Endpoint, or telephone. Though there are several models of endpoints to choose from, the basic calling features available are consistent whichever model you choose. Polycom SoundPoint IP Endpoint Models The Polycom SoundPoint IP Series is an enterpris-grade family of desktop phones designed to make voice communications effective and productive. The SoundPoint IP family features the most comprehensive, best-sounding, most interoperable, high-quality IP phone solutions for businesses and enterprises of all sizes. Polycom Soundpoint IP 335 The SoundPoint IP 335 is a two-line enterprise-grade IP deskphone with excellent sound quality that is easy to use. It is designed for small and medium-sized businesses and enterprises. This entry-level phone offers: Revolutionary voice quality, delivered through Polycom HD Voice technology A high-resolution, backlit graphical display Two lines Ease of configuration and use 10/100 mbps Figure 1 SoundPoint IP 335 Fusion Hosted Voice User Guide Page 6

7 Polycom SoundPoint IP 450 The Polycom SoundPoint IP 450 is a three-line SIP desktop phone that brings lifelike richness and voice quality to phone calls. It combines state-of-the-art hardware with the proven Polycom UC software designed for busy professionals. All your teams need is a reliable deskphone that comes with an advanced set of benefits and features that are easy to learn. You gain: Revolutionary voice quality with Polycom HD Voice Three lines, for a moderate volume of calls 10/100 mbps Figure 2 SoundPoint IP 450 Polycom SoundPoint IP 550 The Polycom SoundPoint IP 550 is a four-line SIP desktop phone that brings lifelike richness and voice quality to phone calls. It combines state-of-the-art hardware with the proven Polycom UC software designed for busy professionals. All your teams need is a reliable deskphone that comes with an advanced set of benefits and features that are easy to learn. You gain: A four-line SIP desktop phone Revolutionary voice quality with Polycom HD Voice technology 10/100 mbps Figure 3 SoundPoint IP 550 Fusion Hosted Voice User Guide Page 7

8 Polycom SoundPoint IP 650 The Polycom SoundPoint IP 650 is a six-line SIP desktop phone that brings life-like richness and voice quality to phone calls. It combines state-of-the-art hardware with the proven Polycom UC software designed for executive users and busy professionals. This phone: Is a six-line SIP desktop phone Delivers revolutionary voice quality thanks to Polycom HD Voice technology Grows with the needs of your business. It is expandable up to twelve lines with a Polycom SoundPoint IP Expansion Module 10/100 mbps Figure 4 SoundPoint IP 650 Polycom SoundPoint IP 670 The Polycom SoundPoint IP 670 is a six-line SIP desktop phone with color display that brings lifelike richness and voice quality to phone calls. It combines state-of-the-art hardware with proven Polycom UC software designed for executive users and busy professionals. It delivers: Unparalleled voice quality and clarity that makes every call efficient and productive A color interface platform for accessing applications, including the Polycom Productivity Suite and third-party applications Advanced SIP functionality, including shared lines, busy lamp field, and presence indicator Expandability, with up to three expansion modules into a call attendant console 10/100/1000 mbps Figure 5 SoundPoint IP 670 Fusion Hosted Voice User Guide Page 8

9 Polycom SoundPoint IP Expansion Module The SoundPoint IP Expansion Module is a true plug-and-play device. It adds 14 line appearances to the host SoundPoint IP 650 phone without any setup or additional cabling Plug-and-play it requires no setup as the host phone supplies power and signaling User-friendly, with call visualization similar to that of the SoundPoint IP 650 Configurable as a line appearance, speed dial or busy lamp field (BLF) Figure 6 SoundPoint IP Expansion Module Polycom SoundPoint IP Color Expansion Module The SoundPoint IP Color Expansion Module is a true plug-and-play device. It adds 14 line appearances to the host SoundPoint IP 670 phone without any setup or additional cabling Plug-and-play it requires no setup as the host phone supplies power and signaling User-friendly, color call visualization similar to that of the SoundPoint IP 670 Configurable as a line appearance, speed dial or busy lamp field (BLF) Figure 7SoundPoint IP Color Expansion Module Fusion Hosted Voice User Guide Page 9

10 Polycom SoundPoint IP Endpoint Features and Functions Figure 8 Polycom SPIP 550 Shown (others similar) Fusion Hosted Voice User Guide Page 10

11 Polycom VVX Endpoints Polycom VVX Business Media Phones provide a unified voice and video communication experience for executives, knowledge workers and call attendants in organizations of all sizes. By combining Polycom s superior audio and video technology with innovative industrial designs and user interfaces, these business media phones improve productivity by simplifying communication processes and business workflows. Polycom VVX 300 A powerful 6 line entry-level business media phone for today s cubicle worker that handles a low to moderate volume of calls and needs crystal clear communications. Polycom HD Voice Intuitive easy to use user interface 10/100 mbps Figure 9 VVX 300 Polycom VVX 301 The Polycom VVX 301 is the same as the VVX 300 but it supports 10/100/1000 mbps Fusion Hosted Voice User Guide Page 11

12 Polycom VVX 400 A powerful 12-line mid-range business media phone for today s office workers and call attendants Polycom HD Voice Larger color display with easy to use call appearances 10/100 mbps Figure 10 VVX 400 Polycom VVX 401 The Polycom VVX 401 is the same as the VVX 300 but it supports 10/100/1000 mbps Polycom VVX 500 Designed for today s business managers and knowledge workers, the VVX500 is a powerful yet intuitive office phone that can keep up with multi-tasking with ease. Polycom HD Voice Touch-screen, color interface Expandable accessories for video and wireless Open application platform and web browser 10/100/1000 mbps Figure 11 VVX 500 Fusion Hosted Voice User Guide Page 12

13 Polycom VVX 600 Designed for today s business managers, knowledge workers and call attendants, the VVX600 is a powerful yet intuitive office phone that can keep up with multi-tasking with ease. Polycom HD Voice Touch-screen, color interface Expandable accessories for video and wireless Open application platform and web browser 10/100/1000 mbps Figure 12 VVX 600 Polycom VVX USB Video Camera The Polycom VVX Camera is designed to enhance the VVX 500 and VVX 600 with the addition of desktop video conferencing with SIP Video. Plug-and-play with USB power and no requirement for software or drivers Instantly turn your desktop device into a video phone Figure 13 VVX USB Video Camera Fusion Hosted Voice User Guide Page 13

14 Polycom VVX Expansion Module The Polycom VVX Expansion Module is an optional solution for telephone attendants and power users who manage multiple simultaneous calls on a daily basis. Simple user interface with 40 illuminated bi-color LED keys Provides attendants, receptionists, admin assistants and secretaries the ability to handle high call volumes of concurrent calls with ease Plug-and-play that require no set-up; power and signaling are provided by the host VVX phone Supported by the VVX 300/400/500/600 Figure 14 VVX Expansion Module Polycom VVX Color Expansion Module The Polycom VVX Color Expansion Module is an optional solution for telephone attendants and power users who manage multiple simultaneous calls on a daily basis. Simple Color user interface with 40 illuminated bi-color LED keys Provides attendants, receptionists, admin assistants and secretaries the ability to handle high call volumes of concurrent calls with ease Plug-and-play that require no set-up; power and signaling are provided by the host VVX phone Supported by the VVX 300/400/500/600 Figure 15 VVX Color Expansion Module Fusion Hosted Voice User Guide Page 14

15 Polycom VVX Endpoint Features and Functions Polycom VVX 300 and VVX 301 Figure 16 VVX 300/301 Fusion Hosted Voice User Guide Page 15

16 Polycom VVX 400 and VVX 401 Figure 17 VVX 400 Fusion Hosted Voice User Guide Page 16

17 Polycom VVX 500/600 Figure 18 VVX 500/600 Fusion Hosted Voice User Guide Page 17

18 Placing Calls You can place a call over the handset, speakerphone, or headset. You can dial the number first, and then choose the method you will use to speak to the other party. During a call, you can alternate between speakerphone, headset, or handset modes by pressing the speaker key, the headset key, or by picking up the handset. The called number and the duration of the call are visible on the call screen. To Place a Call Using the Handset Pick up the handset Dial the number using the dial pad Press the Send soft key or wait for dialing to complete To Place a Call Using the Speakerphone With the handset on-hook, press the New Call soft key, a line key or the Speaker key to obtain dial tone Dial the number using the dial pad Press the Send soft key or wait for dialing to complete Alternatively you could utilize the hot dial pad and simply dial the number using the dial pad without any initial action. This will automatically invoke speakerphone mode To Place a Call Using a Headset With an optional headset connected, press the Headset key to obtain dial tone Dial the number using the dial pad Press the Send soft key or wait for dialing to complete Using Call Server Speed Calling Each Fusion Hosted user has access to the Call Server Speed Calling feature. This allows each user to define up to 30 speed call numbers which are accessible via a * code. Star codes are predefined as *20 through *49 To Place a Call Using Call Server Speed Calling To place a call to a pre-configured speed call location simply dial the associated * code and press the Dial soft key To Configure Call Server Speed Calling via Telephone To configure Call Server Speed Call * codes, dial *75 and press the Dial soft key After receiving a special dial tone, enter the bin number (20-49) followed by the number to be stored for that bin. For example, to store to bin 20, enter You will receive a confirmation tone to confirm Hang up Fusion Hosted Voice User Guide Page 18

19 To Configure Call Server Speed Calling via Web Portal Refer to Fusion Hosted Voice Web Portal user documentation Muting the Microphone During a call, press the Mute key. The Message Waiting Indicator turns red and the microphone on the screen indicates that the remote party or parties cannot hear you. Microphone mute applies to all calling modes. You can still hear all other parties when mute is enabled To turn mute off, press the Mute key again Adjusting the Volume Press the Volume rocker keys to adjust receiver volume during a call. Pressing these keys in an idle state adjusts the ringer volume Answering Calls When you receive an incoming call, the phone rings and shows the identification of the caller on the display. If a caller s name is too long to fit on the screen, it will automatically scroll horizontally across the display. When you are active in another call, you can answer a call using the handset, speakerphone, or headset (if equipped). To Answer an Incoming Call Using the Handset To answer an incoming call using the handset, simply pick up the handset To Answer an Incoming Call Using the Speakerphone To answer an incoming call using the speakerphone, press the Speaker key or press the flashing line key To Answer an Incoming Call Using the Headset (if so equipped) To answer an incoming call using the headset, press the Headset key Answering an Incoming Call When on another Call While active on another call, press the Hold key to put the original caller on hold. The incoming call will be displayed at the top of the call screen and the phone will ring. Press the Answer soft key or the flashing green line key to answer the call. Muting the Microphone During a call, press the Mute key. The Message Waiting Indicator turns red and the microphone on the screen indicates that the remote party or parties cannot hear you. Microphone mute applies to all calling modes. You can still hear all other parties when mute is enabled To turn mute off, press the Mute key again Fusion Hosted Voice User Guide Page 19

20 Adjusting the Volume Press the Volume rocker keys to adjust receiver volume during a call. Pressing these keys in an idle state adjusts the ringer volume Call Pickup You have the ability to pickup calls ringing at other extensions by using the Pickup feature or the Directed Call Pickup feature. Pickup will pick up any call ringing to any extension within your organization. Directed Call Pickup allows you to pick up a ringing call from a specific extension. In either type of pickup if there are multiple ringing calls when picked up, the longest ringing call will be picked up first Call Pickup To pick up a call ringing at any extension, press the Pickup soft key. If the Pickup soft key is not displayed initially, press the More soft key to display additional soft keys. Any call actively ringing any extension will be picked up. If you attempt to use the Pickup feature when there are no actively ringing calls, you will receive a reorder tone. Directed Call Pickup To pick up a call ringing at a specific extension, press the DirPickup soft key. If the DirPickup soft key is not displayed initially, press the More soft key to display additional soft keys. The display will prompt you for the extension where the call is currently ringing to be picked up. Enter the extension number and press the Enter soft key Any call actively ringing that extension will be picked up If you attempt to use the Directed Call Pickup feature when there are no actively ringing calls, you will receive a reorder tone Ending a Call Press the End call soft key, replace the handset if using the handset Press the Speaker key if you are using the speakerphone Press the Headset key if you are using the headset Redialing Numbers To redial the last dialed number, press the Redial key if present Placing Calls on Hold During a call, press the Hold key or the Hold softkey. The icon for the line key will display a hold icon Fusion Hosted Voice User Guide Page 20

21 Press the Hold key again or press the Resume soft key to retrieve the call. Multiple Calls on Hold If multiple calls are on hold on a single line, use the scroll keys to switch between the calls and press the Resume soft key to retrieve the desired call. If more than two calls are on hold on a single line key, an indication appears on the graphic display, for example 2/3 indicating that this call is the second out of three calls Music on Hold NCTC provides generic music on hold for calls held at an extension as well as for calls that have been parked. Conference Calling You can create a conference call with other parties using the phones local conference feature. You can create a conference at any time between an active call and a call on hold. The conference management feature allows you to view all parties in a conference call. From the manage conference page, you can add, hold, remove and mute specific conference parties. The conference management feature is not supported on the Soundpoint IP 335. Setting Up a Conference Call Establish a call with the first party Press the Conference key or the Confrnc soft key to create a new call Establish a call with the second party When the second party answers, press the Conference key or the Confrnc soft key again to join the parties in the conference. Repeat these steps until you have added all intended parties Managing Conference Calls Conference call management is not available on the Soundpoint IP 335 or VVX 300 While active on a conference call, press the Manage soft key to display the manage conference page To add a new party, press the Add soft key To mute a party, select the party, then press the FarMute soft key. The muted party can hear all parties but cannot be heard. To un-mute, select the party and press the UnMute soft key To place a specific party on hold, select the party and press the Hold soft key. Press the Resume soft key to return the party to the conference To remove a party from the conference, select the party and press the Remove soft key. The party is removed from the conference Fusion Hosted Voice User Guide Page 21

22 To Split a Conference Call From the active conference page, press the More soft key and then press the Split soft key. All parties are put split into individual calls and put on hold Ending a Conference Call From the active conference page, press the EndCall soft key or hang up. If you end a conference call, existing parties will remain in conference until they hang-up On Demand Conferencing On Demand Conferencing is an advanced conferencing feature offered as a feature of your Fusion Hosted Voice service. To access the telephone user interface of ODC, press the ODC soft key. Note that the ODC key may not be listed while your phone is in an idle state. You may need to press the More soft key in order to display additional feature keys. Transferring Calls A call can be transferred on one of two ways. Consultative Transfer the party to whom you want to transfer the call answers their phone before you transfer the call or hang up. You can consult with them before completing the transfer Blind Transfer the call is automatically transferred after you dial the number of the party to whom you want to transfer the call Performing a Consultative Transfer During a call, press the Transfer key or the Transfer soft key, the active call is placed on hold Place a call to the desired recipient of the call After speaking with the recipient of the call, press the Transfer key or the Transfer soft key to complete the transfer Performing a Blind Transfer During a call, press the Transfer key or the Transfer soft key, the active call is placed on hold Press the Blind soft key Place a call to the desired recipient of the call The call is connected to the recipient when they answer Transfer using a DSS/BLF Key During a call, press the Transfer key or the Transfer soft key, the active call is placed on hold Press the DSS/BLF Key for the extension where you wish to transfer the call Either press the Transfer soft key to blind transfer the call or wait until the party answers, once consultation is complete, press the Transfer soft key Fusion Hosted Voice User Guide Page 22

23 Transfer a Call to a Mailbox During a call, press the Transfer key or the Transfer soft key, the active call is placed on hold Place a call to the Voic Express Number which is When prompted, enter the 7 digit mailbox number you wish to transfer the call to Press the Transfer key or the Transfer soft key to complete the transfer Parking Calls While active on a call, that call can be parked to your extension or to another extension within your organization. Parked calls can then be retrieved from any extension using the Retrieve feature. To Park A Call to Your Extension During a call, press Park soft key. If the Park soft key does not appear initially, press the More soft key to display additional soft keys Your phone will return to an idle state and the call is now parked on your extension The caller that has been parked will hear music on hold music until retrieved To Park a Call to Another Extension During a call, press the DirPark soft key. If the DirPark soft key does not appear initially, press the More soft key to display additional soft keys The display will prompt for the Extension where the call is to be parked, enter the extension where the call is to be parked and press the Enter soft key Your phone will return to an idle state and the call is now parked on the extension entered The caller that has been parked will hear music on hold until retrieved Retrieving Parked Calls To retrieve a parked call, press the Retrieve soft key. If the Retrieve soft key does not appear initially, press the More soft key to display additional soft keys The display will prompt for the Extension where the call to be retrieved is parked, enter the extension where the call is parked at and press the Enter soft key Forwarding Calls There are two ways to forward incoming calls to another party, Static Forwarding and Dynamic Forwarding. Static Forwarding allows incoming calls to be forwarded during specific conditions such as always, no answer or busy. Dynamic Forwarding allows you to forward calls to an alternate destination as it is ringing your phone Static Forwarding Press the Forward soft key to access the forwarding page Fusion Hosted Voice User Guide Page 23

24 Scroll to select the forwarding type you want to change, then press the Select soft key. The options are: o Always to forward all incoming calls o No Answer To forward unanswered incoming calls o Busy to forward calls that arrive when your extension is busy Forward Always If you selected Always, enter a number to forward all future incoming calls to To enable, press the Enable soft key Forward No Answer If you selected No Answer, enter a number to forward all unanswered incoming calls to and how many rings to wait before forwarding To enable, press the Enable soft key To change the number or rings after it has been initially set, after changing the number of rings you must disable forwarding then re-enable it to save the change. Forward Busy If you selected Busy, enter the number to forward all future incoming calls to when your extension is busy To enable, press the Enable soft key Note that busy forward will only apply when the maximum number of concurrent calls allowed on your account has been reached. The default maximum is 4 To Disable Call Forwarding From the idle screen, press the Forward soft key Scroll to highlight the forwarding type you want to disable and then press the Select soft key Press the Disable soft key Dynamic Forwarding When the phone rings, press the Forward soft key Enter a number to forward the incoming call to Press the Enable soft key Do Not Disturb Do Not Disturb is a feature that prevents your phone from ringing when incoming calls are received. This feature is useful during meetings or during any time that you wish to not receive incoming calls. When in Do Not Disturb, all calls will forward automatically to voice mail by default. SoundPoint IP Models: Press the Do Not Disturb key if present or press the Menu key, select Features, select Do Not Disturb, then press Select. When Do Not Disturb is enabled, an Fusion Hosted Voice User Guide Page 24

25 animated icon will appear next to the line key that has DND enabled except when a voic is present. In this case, the icon will be represented by an envelope icon. VVX Models: Press the Home key then scroll and select DND. The DND icon will change to indicate a DND state. Soundpoint IP Models: To disable, press the Do Not Disturb if present or press the Menu key, select Features, select Do Not Disturb, then press Select. VVX Models: Press the Home key then scroll and select DND. The DND icon will change to indicate a non DND state. Single Number Service Single Number Service is a feature that allows you to configure find me/follow type functionality when your number is called. Single number service is administered primarily via the Web Portal, please reference the Fusion Hosted Voice Web Portal User Guide for details. Though Single Number Service rules are configured via the Web Portal, you can enable or disable Single Number Service from any phone by dialing into the Universal Call Manager admin number. To enable or disable Single Number Service, from any phone, dial When prompted, enter your subscriber number When prompted, enter your Universal Call Manager PIN. The default PIN is 0000, if you do not know your UCM PIN, please contact NCTC support at The current status of the service will be recited, to change service status press 1 to toggle from the current service status Contact Directory The Contact Directory is used for two purposes. One is to allow identification of other Fusion users within your organization via caller ID name, and the other is to facilitate simple dialing to those same users. The Contact Directory is automatically populated with the numbers of the users within your Fusion Hosted Voice business group. To Dial a Contact from the Directory SoundPoint IP Models: Press the Directories key and select Contact Directory or press the Menu key, select Features then select Contact Directory VVX Models: Press the Home key then scroll and select Directories A list of Fusion Hosted users will be displayed. Scroll to the abbreviated dialing entry for the contact you wish to call. Abbreviated dialing will coincide with the last several digits of the user s phone number. The number of digits displayed will be dictated by your numbering plan, typically this is a 2, 3 or 4 digit number Press the Dial soft key Fusion Hosted Voice User Guide Page 25

26 Using Voice Mail Voice mail messages left for your number can be easily accessed from our phone. Your voice mail messages are stored in a centralized location and can be accessed via your Polycom phone or by remote means. Your phone indicates the presence of new messages by a flashing message waiting indicator LED on the front or the phone and a visual notification on the screen in the form of an envelope icon. If your phone has multiple lines, and individual envelope indicator icon indicates voice messages on each line. Additionally, a stutter dial tone is played in place of normal dial tone when one or more voice messages are waiting at the message center. To Listen to Voice Mail Messages Press the Messages key Follow the voice prompts to retrieve your messages Tip if you do not wish to hear envelope information, you may press the # key to skip through various envelope items such as time/date and sender information Using Paging The Group Paging feature allows you to broadcast a one-way announcement to all phones within your paging group. There are 3 paging groups that exist Default Group all phones received announcements. If a phone is idle, the message plays automatically. If busy on a call, the page is displayed on the screen where the active call can be held and then the message can be heard. Default pages are not received by phones in Do Not Disturb Priority Group all phones receive announcements unless in Do Not Disturb. If busy on a call, a priority page is broadcast from the speaker Emergency Group all phones receive announcements regardless of Do Not Disturb To Send a Group Paging Announcement From an idle state, press the Paging soft key to access the Paging page Scroll to the desired group that you wish to page Press the Page soft key to send an announcement to the selected group DSS/BLF Keys DSS or Direction Station Select/BLF or Busy Lamp Field keys can be configured on your phone to display current call activity as well as to provide one-touch call pickup functionality for monitored extensions. DSS/BLF keys make use of the SIP Attendant Console Feature in order to operate. When an active call is in progress on a DSS/BLF key, the lamp for that key will illuminate red. When a new call is actively ringing on a DSS/BLF key, the lamp for that key will flash green. Fusion Hosted Voice User Guide Page 26

27 To place a call to a monitored extension on a DSS/BLF key, press the key associated with that extension To pickup an actively ringing call on a monitored extension, press the green flashing line key associated with that extension To Transfer a call to a monitored extension on a DSS/BLF key, while active on a call, press the transfer key, then press the DSS/BLF key for the extension where you wish to transfer the call Updating Your Phone Configuration From time to time new features and updates become available from NCTC. Your phone will automatically receive these updates on a timed interval however you can force an update at any time. You can easily update the configuration of your phone manually at any time. Note that some updates will automatically reboot your phone in order to apply the changes. If your PC is utilizing an Ethernet network connection from your phone, this connection will be briefly interrupted if a reboot occurs. To Update Your Phone Configuration SoundPoint IP Models: Press the Menu Key VVX Models: Press the Home key Select Settings > Basic > Update Configuration using the scroll keys When Are You Sure appears on the LCD, press the Yes soft key If the update requires a reboot, this will occur automatically. If a reboot is not required, press the Menu key to return to an idle screen Rebooting Your Phone In rare cases, it may be necessary to reboot your phone to assist in troubleshooting as directed by NCTC support engineers without being required to do so from an update. Please do not reboot your phone due to a trouble condition without first contacting NCTC support as some diagnostic information may be lost during a reboot that could be helpful. If your PC is utilizing an Ethernet network connection from your phone, this connection will be briefly interrupted if a reboot occurs. SoundPoint IP Models: Press the Menu key VVX Models: Press the Home key Select Settings>Basic>Restart Phone using the scroll keys When Are You Sure appears on the LCD, press the Yes soft key Your phone will restart Phone User Preferences Changing the Display Contrast SoundPoint IP Models: Press the Menu key - VVX 300/301 Models: Press The Home key Select Settings > Basic > Contrast Press the Up or Down soft keys to increase or decrease the display contrast Press the Menu key to return to the idle screen Fusion Hosted Voice User Guide Page 27

28 Changing Backlight Intensity SoundPoint IP Models: Press the Menu key - VVX Models: Press the Home key Select Settings > Basic > Backlight Intensity Select Backlight On Intensity or Backlight Idle Intensity Use the Scroll keys to highlight the desired level, Medium, Low or Off and then press the Select soft key Press the Save soft key to accept changes Selecting the Ring Type You can select different ring types to distinguish different lines or phones from each other Change Incoming Ring Type SoundPoint IP Models: Press the Menu key VVX Models: Press the Home key Select Settings > Basic > Ring Type If multiple lines are configured, scroll to the desired line and select it Scroll to the desired ring type, to hear a selected ring type press the Play soft key Press the Select soft key to change to the selected ring type Press the Menu key to return to the idle screen Custom LCD Screen Logo The LCD screen of your phone allows the display of a custom idle image. This image can be your company logo or any image that you desire. Please contact NCTC for details on displaying your company s logo on the screen of your phone(s). Cleaning VVX Touch Screen Phones (VVX 500 and 600) If you would like to clean the screen on your VVX 500 or VVX 600, you can active a special mode on the phone which will ignore screen presses during cleaning Press the Home key Select Settings>Basic>Screen Clean Clean the screen using a lint free cleaning cloth. Do not use a paper towel or scratches on the screen will result When cleaning is complete, press any key to exit Troubleshooting This chapter contains general troubleshooting information to help you to solve problems with your phone. The information contained in this chapter lists possible trouble symptoms, the likely cause of these problems and the recommended corrective action to take. If you require additional assistance, please contact NCTC at for prompt service. Power and Startup Symptom Problem Corrective Action Fusion Hosted Voice User Guide Page 28

29 Phone has no power There are power issues (Phones are typically powered by PoE, or power over Ethernet. This means that your phone receives power through the Ethernet cable connecting it to the network Do one of the following: Check the Ethernet cable, ensure that it is properly plugged into the wall jack and that it is not damaged If the Ethernet cable is damaged, replace Try the phone in another Ethernet wall jack Contact NCTC Support Controls Symptom Problem Corrective Action The dial pad does not work The dial pad does not respond Do one of the following: Verify that the phone has power and is online Contact NCTC Support Access to Screens and Systems Symptom Problem Corrective Action There is no response when you Phone is not in an active state Do one of the following: press a feature key Press the keys more slowly Confirm that the line is active, press the Menu key then press the Status > Lines > Line Information. Verify that the line is registered Contact NCTC Support The screen shows Network Link The Ethernet cable is not Do one of the following: Down properly connected Check the Ethernet switch to verify that it is operational Check the patch cable from the wiring to the Ethernet switch and from the wall jack to the phone Check the LAN port activity. Press the Menu key, select Status > Network > Ethernet. Fusion Hosted Voice User Guide Page 29

30 Scroll to the LAN port field and verify that it is active Contact NCTC support Audio Symptom Problem Corrective Action There is no audio on the headset Connections are incorrect Do one of the following: Ensure that the headset is plugged into the jack marked Headset on the rear of the phone Ensure that the headset amplifier (if present) is turned on and/or the volume is correctly adjusted. If the amplifier uses batteries, check that they are fully While using a headset, there is echo Echo cancellation issue with headset charged Do one of the following: Press the Menu key then select Settings > Basic > Preferences > Headset > Echo Cancellation. Use the arrow keys, select Enabled then press the Select soft key Calling Symptom Problem Corrective Action There is no dial tone Power is not applied to the Do one of the following: phone Check that the screen is illuminated Make sure the LAN cable is inserted properly at the back of the phone (try to remove then reinsert) Dial tone is not present on one Do one of the following: of the audio modes Switch between handset, headset (if present) or speaker mode to see if dial tone is present in one or the Fusion Hosted Voice User Guide Page 30

31 audio modes If dial tone exists on another mode, connect a different handset or headset to isolate the problem The phone is not registered Contact NCTC Support The phone only rings one time Ring type has been set to Ring Splash Ensure that selected ring type is not set to Ring Splash Menu > Settings > Basic > Ring Type The phone does not ring Ring volume is low Do one of the following: Adjust the ringing level from the front panel using the volume up/down keys Check the alerting destination from Menu > Setting > Basic > Preferences > Audible Ringer Outbound or inbound calling is Do one of the following: unsuccessful Place a call to the phone under investigation. Check that the screen indicates an incoming call Lift the handset and ensure that dial tone is present. Place a call to another extension or number. Check that the screen changes in response The ringer is in silent mode Change the ring tone from Menu > Settings > Basic > Ring Type Service Unavailable appears on the screen The phone, call server or settings do not support the feature that Contact NCTC Support The line icon shows an unregistered line icon you are trying to access The phone line is unregistered Contact NCTC Support Displays Symptom Problem Corrective Action There is no display Power is not applied to the Do one of the following: The display is incorrect The display has bad contrast phone Check that the screen is illuminated Fusion Hosted Voice User Guide Page 31

32 The expansion module is not working The display flickers The contrast needs adjustment Outbound or inbound calling is unsuccessful Certain fluorescent lighting can cause the display to appear to flicker Make sure the LAN cable is inserted properly at the back of the phone Contact NCTC Support Do one of the following: Check/change the screen contrast Reboot the phone to obtain a default contrast level Contact NCTC Support Do one of the following: Place a call to the phone number under investigation. Check that the screen indicates incoming call information Lift the handset. Ensure that dial tone is present and place a call to another extension or number. Check that the screen changes in response Contact NCTC Support Do one of the following: Move the phone away from the lights Replace the lights in your environment Contact NCTC Support Testing Phone Hardware NCTC support may ask you to access a diagnostic menu on your phone to test the phone hardware. From the diagnostic menu, you can test your phone s microphone, speaker, handset, headset (if equipped), keypad mapping and LCD displays. Press the Menu key then select Status > Diagnostics > Test Hardware > Audio Diagnostics or Keypad Diagnostics or Display Diagnostics If you need further assistance or have any questions, please contact us at (615) or visit our website at Fusion Hosted Voice User Guide Page 32

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