Quick start guide for Poly VVX series phones In Zoom App

This article explains how Zoom Phone works with Polycom phones. To find out more about these features, go to the Polycom support site and look up your phone model.

Notes:

  • Zoom Phone does not support all its features on desk phones.
  • See the appropriate guide for desk phones if you are part of a call delegation setup.
  • See the relevant guide for desk phones if you are part of a group of people that share a line

How to make a call

Note:

  • The Zoom Phone environment will operate according to the area code you set in your Zoom Phone settings as the default area code when you dial a number without the area code.
  • Zoom’s desktop client and mobile app will sync your call status as you speak. You can make sure that your Zoom contacts know what’s going on when you are in a call.
  • Make sure that Zoom Phone is capable of outgoing calls to the international number you are attempting to call.
  • A digit map / dial plan consisting of a provision template needs to be created by your Zoom Phone admin in order to have your desk phone automatically call a number after you dial it.
  • You can customize your line key options to set the default outgoing caller identification on your desk phones as well as to customize the appearance of the line keys.

Making an outgoing call from the handset is as easy as following these steps:

  1. Take the headset off the phone.
  2. Select a line for the call if you have more than one:
    • VVX series with physical line keys:
    • Press the line key.
    • VVX series with a touch screen:
    • Tap the dropdown menu in the top left of the screen to select the line and then select the line from the list.
    • Note:
    • On the Zoom webpage, using the keys and positions settings, it is necessary to set the outgoing caller ID. The phone’s interface is not the appropriate place to set your outbound caller ID.
  3. It’s possible to dial a number by using the physical dial pad or the on-screen dial pad of your phone.
  4. Dial the number as follows:
    • VVX series with physical line keys:
    • Press the Send key.
    • VVX series with a touch screen:
    • On the contact screen, tap the icon of the phone.

To make a call using the speakerphone:

  1. Normally the button for speakerphones is on the left-hand side of the dial pad, just behind the physical dial pad.
  2. (Optional) Select one of your available lines for the call if you have multiple lines:
    • VVX series with physical line keys:
    • Press one of the line keys.
    • VVX series with a touch screen:
    • From the drop-down menu, select the line key you want.
    • Note:
    • If you would like to set the outgoing caller ID on the Zoom web portal, you can do so by using the keys and positions settings. Please do not use the phone’s interface to set your outgoing caller ID.
  3. You will have to dial the number directly if it is on the screen.
  4. To make the call:
    • VVX series with physical line keys:
    • Click on the Send button.
    • VVX series with a touch screen:
    • Use the touch screen to touch the icon representing the telephone.

How to search the company directory

Note:

  • Make sure your desk phone supports the company’s directory feature and that it is the latest model.
  • You will also have the option of accessing the company directory whilst making a call.
  • The company directory cannot be accessed if you manually restart your device or if the administrator tries to re-synchronize it.
  1. Go to the home screen of your phone and press the Directory button.
  2. From here you will be able to access the Corporate Directory.
  3. You can search the directory of Zoom Phone users for your company by entering a name or extension number, and then clicking the Submit button.
    Note:
  4. Results may not appear immediately after you submit the search.
  5. Press Dial to place a call to an individual after selecting a phone number.

How to receive a call

You will receive a call notification from the application when an incoming call is received, which includes the caller ID’s name and number. Your Polycom phone will display the same notification whether the call was routed to you directly, via the company’s main number, or through a call queue you’re on.

Note:

  • You can identify incoming calls from a direct number, a company number, or a call queue from the Zoom desktop client and mobile app by looking at the incoming call notifications.
  • The Zoom desktop client and mobile application will let you know what is happening in your call while you are in it. It will be visible to your Zoom contacts that you are on a call.

How to place a call on hold

VVX series with physical line keys

  1. You can press Hold or the hold button while you are in a call.
  2. To resume the call, you can press the hold button or the resume button.

VVX series with a touch screen

  1. Tap Hold while you are on a call.
  2. If you want to continue the call, tap Resume.

How to transfer a call

VVX series with physical line keys

  1. Press the Transfer or Transfer button when you’re on a call.
  2. You can choose from the following methods:
    • Consultative transfer (also known as warm transfer):
    • While you are completing the transfer, put the call on hold. For example, you might need to navigate an automated messaging system for the caller or you might want to speak with the recipient before the call is transferred.
    • Blind transfer (default):
    • Transferring the call and hanging up.
  3. Just select or dial the destination number. You can also dial an extension number within Zoom Phone.
  4. Complete the transfer:
    • Blind transfer:
    • Tap on the phone icon.
    • Consultative transfer:
    • Click Transfer.

VVX series with a touch screen

  1. Tap Transfer while on a call.
  2. For a transfer method, click the top-right button:
    Note:
  3. The default is blind transfer. When you want blind transfer, do not tap the button. Performing a warm (consultative) transfer through a press conference is highly recommended.
    • Blind transfer (default):
    • The call is immediately transferred.
    • Consultative transfer (also known as warm transfer):
    • Hold the call until the transfer is complete. The option is useful if you want to speak to the receiver before the call is transferred or if the caller has an automated answering machine. Press the Conference key. In this example, the transfer party has the option of withdrawing their acceptance of the call ahead of time, and also has the option of withdrawing their acceptance following consultation with the transfer party. The call can then be transferred to consulting mode and the person can hang up.
  4. You can either select or dial the appropriate number. Dial the extension number of the internal Zoom Phone users you wish to contact.
  5. Once the transfer is complete:
    • Blind transfer:
    • Touch the phone icon.
    • Consultative transfer:
    • Click Transfer.

How to start a three-way call

VVX series with physical line keys

  1. Give me a call.
  2. Select Conference from the call screen.
    Hold the current call.
  3. To add a number to the call, enter or select it, then press Send.
    The call will begin.
  4. To make it a three-way call, tap Conference.

VVX series with a touch screen

  1. Call now.
  2. Select Confrnc from the call screen.
    A hold will be placed on the current call.
  3. The number to be added to the call can be entered or selected, and then the phone icon can be tapped.
    This will initiate a new call.
  4. The two will automatically merge into one three-way call when you tap Confrnc.

How to view call history

VVX series with physical line keys

  1. You can access Recent Calls from the home screen by pressing Directories.
  2. To navigate through the call history, use the directional pad.
  3. By pressing the Type icon, you can sort your entries by the type of call (missed, received, or placed).
  4. You can dial back by pressing the Call icon.

VVX series with a touch screen

  1. On the home screen, you can tap on the clock icon.
  2. You can navigate the call history by using the touch screen.
  3. You can filter calls using either the line icon (if you have more than one line) or by call type (missed, received, or placed).
  4. You can call back the number or the name from the caller ID.

How to check voicemail

Note:

It is possible to play messages from a shared voicemail inbox using your desk phone if you need access to a shared mailbox, but you cannot tell if the voicemail message came from a shared mailbox. You can identify whether the message is coming from the shared inbox using the Zoom desktop client, mobile app, or web portal.

  1. The following link will allow you to access your voice mail messages:
    • VVX series with physical line keys:
    • Click on the Messages button on the home screen.
    • VVX series with a touch screen:
    • On the home screen, tap on the mail icon.
    • You can also access voicemail by dialing *86.
  2. To access the Message Center, use the navigation pad or touchscreen.
  3. Select Connect.
  4. The voice mail PIN will be prompted. Follow the prompts by dialing #.
  5. You will then be asked to enter:
    Key Description
    1 Play all voicemail messages starting with your new (unplayed) messages.
    2 Record a voicemail greeting. The greeting will be added to your Zoom Phone audio library.

    Note:

  6. A voice mail greeting can also be recorded through the Zoom website.
  7. You can manage your voicemails by listening to the audio prompts.

How to set status to DND (do not disturb)

Your desk phone can be set to DND, which means you won’t receive notifications of incoming calls if you set it to that status.

Note:

  • In order to use the DND status, you must set it on the phone that you are using. You can find this status on your desk phone but it does not sync with the desktop client of Zoom or the mobile app of Zoom.
  • When the DND function is activated, the phone will muffle the notification sound while still displaying a visual alert on the screen.
  1. DND can be accessed by pressing or tapping on the home screen.
    If you tap it, you will see the icon that looks like this: .
  2. You can also reset your status by pressing the same button.

How to use line keys

In these scenarios, your phone will display multiple lines:

  • There are multiple direct phone numbers on your account.
  • In the context of a call delegation setup, you are the delegate for another user.
  • If you share a line group, you are the delegate.

Line key labels

Note:

You can change the labels and order of your line keys. There are defaults for labeling line keys based on the number of direct lines or shared lines:

  • You will be able to see your name on the line key label if you have only one direct number and if you don’t have any direct numbers.
  • Depending on how many direct numbers you have, the line keys will display the numbers on the device.
  • We have a guide that will tell you all you need to know about call delegation on desk phones if you have it.

Select a line before making a call

Note:

The Zoom web portal allows you to set your outgoing caller ID using the keys and positions parameters. If you are setting your outbound caller ID on your phone, you should not do so.

  1. Select a line:
    • VVX series with physical line keys:
    • From the home screen of the phone, press the line key. A solid green light will appear, indicating that you are currently using the line key.
    • VVX series with a touch screen:
    • On the phones, you can press the physical line key.
  2. A phone can either have a headset, or a speakerphone can be activated using the button on the right side of the dial pad (normally located on the left side of the dial pad).
  3. Use the physical dial pad or the on-screen dial pad to dial a number.
  4. To make the call:
    • VVX series with physical line keys:
    • Press the Send button.
    • VVX series with a touch screen:
    • Use the touch screen to select the phone icon.

How to clear warnings

  1. You can access the settings by pressing or tapping the settings icon on the home screen.
  2. Click on Status > Diagnostics > Warnings to find the settings.
    A list of issues will appear on the screen.
  3. Click or tap the Clear button to remove the issues.
    An icon will appear at the top of the screen, but it will be removed. During the steps being taken to fix the problem, the warning will not be changed in the Warnings section. If you would like to find out more about these issues, please contact your Zoom Phone administrator.

Other features

This quick start guide does not cover all the features of desk phones and you may want to refer to these articles for more information:

  • Delegation of calls
  • Using shared telephone lines
  • Called hot desking