Hosted Voice Product Training Polycom IP Phones
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1 Hosted Voice Product Training Polycom IP Phones 1
2 Using this Module Audio: This computer based training (CBT) module has audio, but you can read the transcript in the Notes tab on the left side of each page Visual: You can maximize the screen size using your standard browser settings. Attachments: Click on the Attachments link to locate a copy of this presentation for you to download. Use the navigation buttons to advance slides. 2
3 Agenda 1. Customer Resource Center 2. Polycom IP Phones 3. Physical Buttons 4. Making an Outbound Call 5. Hold 6. Answering Calls 7. Multiple Calls 8. Blind Transfer 9. Announced Transfer 10. Transfer No Answer 11. Conference Call 12. Split Conference Call 13. Monitored Extensions 14. Enhanced Call Park 15. Group Call Pick-Up 16. EarthLink Contacts 3
4 Resource Center 4
5 Polycom IP Phones Polycom IP 335 Polycom IP 450 Polycom IP 550 Polycom IP 650 Polycom Expansion Module Polycom IP
6 Polycom IP Phones Soft Keys 6
7 1 st Time Setting Up Voic Use the appropriate voic access key on the phone or dial *99 When you sign in for the first time, you must set up your mailbox. First time sign-in involves three steps: 1. Recording your greeting 2. Recording your name 3. Changing your password The default password is You can end the setup process at any time by ending the call. You will be asked to complete the remaining setup steps the next time you enter your mailbox. 7
8 Voic Access from Outside the Office From Outside the Office: Dial your telephone number. When you hear your greeting hit the * button. Enter your PIN when prompted. 8
9 Setting Up Voic When setting up your mailbox password it must meet the following criteria: Must be between 6 and 20 digits long Cannot be part of your telephone number Cannot repeat a single digit more than two (2) times Cannot be a sequence of numbers such as Callers can leave messages even if the mailbox is not set-up. 9
10 Voice Mail to Notification 10
11 Voice Mail Options 11
12 Menu Button Adjust LCD Display Access Phone Settings 12
13 Buttons Mute Button Headset Button Speaker Button 13
14 Directories Button Access Call Logs Contact Directory 14
15 Conference Button Conduct a Three (3) Person Conference Call 15
16 Transfer Button Blind Transfer Announced Transfer 16
17 Redial Button Redials the Last Outbound Dialed Number 17
18 Hold Button Places Caller on Hold 18
19 Making a Call To Dial an Internal Extension Dial the extension number. Press the Send or Dial soft key. To Dial an External Number Dial the 10 digit phone number. Press the Send or Dial soft key. 19
20 Hold / Resume To Place the Call on Hold Press the Hold button or soft key. The customer will hear music while on hold. To Resume the Call Press the Resume soft key. 20
21 Answering Incoming Calls The soft keys will change to display Answer & Reject. If Reject is chosen, the call will immediately go to voic . If Answer is chosen, the call will be on speakerphone. If you press the button, the call will be on the speakerphone. If you press the button next to the blinking light (next to the LCD Display), the call will be answered via speakerphone. You can also pick up the handset to answer the call. 21
22 Answering Multiple Incoming Calls When you hear the Call Waiting beep: Press the down navigation arrow on the phone. The soft keys change to display Answer and Reject. When Answer is pressed, the 1 st call is automatically placed on hold and you are now connected to the 2 nd incoming call. Press the Hold button or soft key to place the call on hold. Use the navigation arrows again to highlight the call you want to resume. Press the Resume soft key to take the call off hold. Or, Simply press the button next to the 2 nd incoming call. 22
23 Transfers There are two types of transfers to choose from: Blind Incoming call is not announced. Announced Incoming call is announced. All calls are placed on hold automatically when the Transfer button or Xfer soft key is pressed. 23
24 Blind Transfers Press the Trnsfer hard or soft key. Press the Blind soft key. Enter the internal extension or 10 digit phone number. Press the Send soft key. Note: If this option is chosen, you loose the ability to reconnect with the original caller 24
25 Announced Transfers Press the Transfer button or soft key. Enter the internal extension or 10 digit phone number. Press the Send soft key. Announce the call. Press the Transfer button or soft key a 2 nd time. 25
26 What if the Caller Doesn t Answer or Can t Take the Call? Press the Cancel (soft key) to end the transfer process. The inbound call is automatically taken off of hold. You now have the option to: Take a message. Transfer the call to another party. 26
27 Conference Calls After Speaking with the 1 st Party Press the Confrnc button or soft key. The 1 st caller is automatically placed on hold. Dial the number of the 2 nd party. Press the Confrnc button or soft key a 2 nd time. The conference call is now initiated with all three parties connected. 27
28 Using the Split soft key Press the Split (soft key) to separate the parties and isolate a specific conversation Using the navigation arrow buttons, highlight the caller you want to talk to. Press the Resume soft key. 28
29 Monitored Extensions The attendant console expansion modules let you monitor the status of other extensions in your business. A key and a lamp on your phone will be associated with that other extension. If there is no call in progress on that extension, the lamp will not be lit. If a call is ringing on that extension, the lamp will blink quickly. If a call is on hold on that extension, the lamp will blink slowly. If a call is in progress on that extension, the lamp will be lit solidly. If you want to answer a call that is ringing on the extension you are monitoring, pick up your handset and press the key for that extension. You will be connected to the caller. You can also use these keys as speed dials for the other extension. To call the other extension when there is no call in progress on it, pick up your handset and press the key for that extension. 29
30 Enhanced Call Park If using Enhanced Call Park, press the appropriate park button. To retrieve a parked call, press the appropriate park button. 30
31 Group Call Pick - Up The client must hear the other line ringing. Use the Group Pickup soft key or dial *11 from any line in the pick-up group to answer the ringing line. 31
32 For any questions or additional help, visit - or - Contact our Customer Care 32
33 Please to take moment to complete a survey. This survey will help EarthLink improve the training content and effectiveness of our presentation. Click the link to Survey Monkey and complete the training survey evaluation. The survey is confidential and secure. Thank you for attending this training. 33
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