User Guide for the Polycom® SoundPoint IP® 550/560 Phone for 8x8 Virtual Office SIP 3.2.3 | March 2011 | 1725-12567-001 Rev.
Trademark Information POLYCOM®, the Polycom “Triangles” logo and the names and marks associated with Polycom’s products are trademarks and/or service marks of Polycom, Inc. and are registered and/or common law marks in the United States and various other countries. All other trademarks are property of their respective owners.
About This Guide Thank you for choosing the SoundPoint IP 550/560 phone, a full-duplex, hands-free SIP desktop phone. This unit provides business telephony features and functions such as multiple call appearances, call hold, transfer, and conference over an IP network. This guide provides everything you need to quickly use your new phone. Be sure to verify with your system administrator that your network is prepared for configuring your SoundPoint IP 550/560 phone.
Contents About This Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii 1 Getting Started with Your Phone . . . . . . . . . . . . . . . . . . . . . . . 1–1 Parts List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2 Assembling Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–3 Connecting Network and Power Source . . . . . . . . . . . . . . . . . . . . . . . .
Contents Editing Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–17 Deleting Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18 Placing Calls to Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18 Searching for Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–19 Managing Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents 4 Troubleshooting Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–1 Power and Startup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–2 Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–3 Access to Screens and Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–4 Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1 Getting Started with Your Phone This chapter provides basic installation instructions and information for obtaining the best performance with the SoundPoint IP 550/560 desktop phone. The SoundPoint IP 550/560 provides a powerful, yet flexible IP communications solution, delivering excellent voice quality. The high-resolution graphic display supplies content for call information, multiple languages, directory access, and system status.
Getting Started with Your Phone Parts List The following components are included in your SoundPoint IP 550/560 package: • Polycom SoundPoint IP 550/560 phone • Handset and Handset cord • Phone Base 1-2
Getting Started with Your Phone • Network / Power Cable • Quick Start Guide and registration card Check this list before installation to ensure that you have received each item. If you are missing any items, contact your system administrator.
Getting Started with Your Phone Connecting Network and Power Source You have two options for network and power source connections. Your system administrator will advise you on which one to use. You can use one of the following methods: • AC power • Power over Ethernet (PoE) AC Power To connect the AC power: 1. Connect the supplied network cable between the LAN jack on the phone and the LAN port on the wall or hub/switch device port. 2.
Getting Started with Your Phone 3. Connect the country-specific AC cord to the power adapter. Power Adapter (24V DC) PC Connection (optional) LAN Port SoundPoint IP 550 PC Connection (optional) Power Adapter (48V DC) LAN Port SoundPoint IP 560 Power over Ethernet Using a regular CAT5 cable, the phone can be powered from a PoE (IEEE 802.3af) compliant switch or hub.
Getting Started with Your Phone To connect the PoE: • Plug the supplied network cable between the LAN jack on the phone and an available power and data port on the in-line power switch. IEEE 802.3af compliant PoE Hub/Switch (terminal or midspan) PC Connection (optional) SoundPoint IP 550 IEEE 802.
Getting Started with Your Phone Connecting the Handset and Optional Headset To connect the handset and optional headset: 1. Connect the short straight end of the phone cord to the handset and the corresponding longer straight end of the cord to the handset jack on the back of the phone. 2. Connect the headset (optional) to the headset jack on the back of the phone. Headset (optional) Handset For information on supported headsets, go to http://www.polycom.
Getting Started with Your Phone To attach the base as a desk mount: 1. Place all cords in the recessed area above the modular jacks. 2. Align the two protrusions on the bracket with their corresponding holes in the phone. 3. Snap them together to lock the base to the phone.
Getting Started with Your Phone To attach the base as a wall mount: Note 1. Place all cords in the recessed area above the modular jacks. 2. On the back of the phone, remove the key located behind the hookswitch and reposition it so that the end tab (at a 450 angle) is facing up. 3. With the base unit facing up, fasten it to the wall mount using wall anchors. The wall mount is not included in SoundPoint IP 550/560 package. Contact your system administrator if you require one.
Getting Started with Your Phone Registering Your Phone Generally, your phone will be deployed with multiple other phones. In this case, your system administrator will configure the phone parameters beforehand, so that after you set up your phone, the phone will be registered and ready to use. If your phone is not part of a large phone deployment, your phone may not be registered after you set it up. Before you use your phone, you or your system administrator will have to register it.
Getting Started with Your Phone The features of your SoundPoint IP 550/560 phone are: Item Description 1 Message Waiting Indicator Alert for voice and text (instant) messages. 2 Arrow Keys Scroll through displayed information. Select a field of displayed data. Delete displayed data. 3 Feature Keys Access important features using these keys. Access to local directories and call lists. Access to special applications (contact system administrator).
Getting Started with Your Phone 6 Item Description Speakerphone Allows for hands-free communication during calls. 7 Hands-free Microphone Picks up audio during hands-free calls. Place your phone on a hard, flat surface for best results. 8 Volume Keys Adjusts the volume of the handset, headset, speaker, and ringer. 9 Dial Pad Provides the 10 digits, the alphabetic characters, and special characters available in context-sensitive applications.
Getting Started with Your Phone Item Description 14 Line/Speed Dial Key Use these keys to activate up to four lines or speed dials that can be assigned to your phone. 15 Line Indicators Individual multi-color LEDs display the dynamic call state and remote user status (busy lamp field (BLF) and presence). The mapping is: 16 • Solid green—An active call is in progress. • Fast flashing green—There is an incoming (ringing) call. • Flashing green—The call is held by the other party.
Getting Started with Your Phone Icons associated with the line keys appear on the graphic display and represent: Icon Description Registered line (solid) Registered shared line Unregistered line (outline) voicemail/Text messages Speed dial Ringing Call in progress with HD Voice Call in progress Call Forward Do Not Disturb Conference Presence/Busy Lamp Field (BLF) 1 - 14
Getting Started with Your Phone Before You Use Your Phone Note The background and key colors that appear on your SoundPoint IP 550/560 phone may differ from the screenshots that appear in this user guide. Using the Navigation Keys To help you navigate menus and enter data, use these tips: • To scroll through lists, use • Press the * key to page up. Press the # key to page down. Use these shortcuts when lists appear on more than one page.
Getting Started with Your Phone Information Status The top line of the screen (or graphic display) shows status information. It appears as a scrolling list if there is more than one message. The number of messages in the list also appears.
2 Customizing Your Phone You can customize your SoundPoint IP 550/560 desktop phone by adjusting the setting for time and date, display contrast, and ring type, for example. You can add contacts to the phone’s directory manually or from call lists. You can handle incoming calls from different contacts in different ways. This chapter provides basic operating instructions for customizing your SoundPoint IP 550/560 phone.
Customizing Your Phone Configuring Basic Settings You can configure the following basic settings through use of • Appearance of the time and date • Display contrast • Backlight intensity • Headset Memory Mode • Headset hookswitch selection • Ring type • Language support (localization) • Background pattern • Soft key label color : You can mute the microphone and adjust the volume using separate keys.
Customizing Your Phone 3. Select from Clock Date, Clock Time, Clock Order, or Enable/Disable. 4. Using and , scroll through the options under each of these selections. 5. Press the Select soft key or to confirm your choice. The following figure shows the Clock Time menu. 6. Press to return to the idle display. Changing the Display Contrast To adjust the contrast on the display to a comfortable level: Note 1. Press . 2. Select Settings > Basic > Contrast. 3.
Customizing Your Phone 4. Press the Ok or Cancel soft keys to accept or cancel changes. 5. Press to return to the idle display. Changing the Backlight Intensity Backlight intensity on the SoundPoint IP 550/560 phone has three components: • Backlight On • Backlight Idle • Maximum Intensity You can modify the Backlight On intensity and the Backlight Idle intensity separately. You can select high, medium, low, and off levels for both.
Customizing Your Phone To modify the backlight intensity: 1. Press . 2. Select Settings > Basic > Backlight Intensity. 3. Select Backlight On Intensity. 4. Use or or keypad to select high, medium, low, or off, and then press the Select soft key. The default level is medium. 5. Select Backlight Idle Intensity. 6. Use or or keypad to select high, medium, low, or off, and then press the Select soft key. The default level is low.
Customizing Your Phone 7. Select Maximum Intensity. 8. Press the Up or Down soft keys to increase or decrease the backlight intensity. 9. Press the Ok or Cancel soft keys to accept or cancel changes. 10. Press to return to the idle display. Enabling the Headset Memory Mode This feature is especially useful for permanent or full-time headset users. To permanently enable the Headset Memory Mode: 1. Press . 2. Select Settings > Basic > Preferences > Headset... > Headset Memory... 3. Use 4.
Customizing Your Phone To activate Headset Memory Mode: >> Press twice. The flashing headset icon on the graphic display or a flashing headset key indicates that the headset mode is activated. Pressing Answer soft key to receive a call will now connect to your headset automatically. or the Selecting the Correct Headset for Electronic Hookswitch This feature allows you to answer your phone when you are using a headset.
Customizing Your Phone Selecting the Ring Type You can select different ring types to distinguish lines or to distinguish your phone from your neighbor’s phone. To change the incoming ring type: 1. Press . 2. Select Settings > Basic > Ring Type. 3. (Optional.) If multiple lines are configured on your phone, first select the line to change from the list using the 4. Use and and . to select the desired ring type. To hear the selected ring type, press the Play soft key. Note 5.
Customizing Your Phone 3. Use and to highlight the language you want. 4. Press the Select soft key. Text that appears on the graphic display will change to the language of your choice. 5. Press to return to the idle display. Changing the Graphic Display Background You can change the picture or design that appears on the graphic display. A default background displays when the phone starts up (shown below). For more information on selections, contact your system administrator.
Customizing Your Phone Note Under certain circumstances, you may need to make an additional menu selection, Select Background, to actually select the background. If your system administrator has configured the phone’s idle browser and you want to view the background and not the idle browser, you can turn off the idle browser by doing the following: • Select Background > Prioritize Background. • Select Enable and press the Select soft key. 3. Use and to highlight the background you want. 4.
Customizing Your Phone 2. Select Settings > Basic > Preferences > Label Color. Using the dialpad keys 1, 3, 7, and 9 change the soft key color to your desired color. The Label soft key on the right reflects your changes. When the color of the label reaches a certain level of whiteness, “Cannot save this color. Text might be unreadable.” appears. This popup appears only the first time the color reaches that level. Note 3. Press the Save soft key.
Customizing Your Phone Managing Call Lists Your phone maintains local lists of missed, received, and placed calls. Each list contains 100 entries. Press followed by Call Lists > Missed Calls, Received Calls, or Placed Calls. The following shows a Placed Calls list. Manage the call list by doing the following: • To edit the phone number, press the Edit soft key. • To return the call, press the Dial soft key. • To view information about the call, press the More soft key followed by the Info soft key.
Customizing Your Phone Managing Contacts You can store a large number of contacts in your phone's directory. Contact your system administrator for the exact number. You can add, edit, delete, dial, or search for a contact in this directory. You may have read access to portions of your corporate directory through your phone. The contacts that you can see are determined by your system administrator. You can add contacts from the corporate directory to your local contact directory.
Customizing Your Phone Adding Contacts You can add contacts to your contact directory: • Manually • From a call list • From your corporate directory Adding Contacts Manually To add a contact to the local contact directory manually: 1. Press . 2. Select Contact Directory. 3. Press the More soft key. 4. Press the Add soft key. 5. Enter first and/or last name of the contact from the keypad. Use the 1/A/a soft key to select between numeric and upper/lower case alphanumeric modes.
Customizing Your Phone 7. (Optional.) Change the Speed Dial Index. It is automatically assigned to the next available index value. Valid speed dial index values are from 1 to 9999. If you enter a speed dial index that already exists, “Speed dial index already exists” appears. If you enter an invalid value, “Speed dial index invalid” appears. For more information, refer to Assigning Speed Dial Keys on page 3-23. 8. (Optional.) Change the Ring Type and Divert Contact. These fields may be left blank.
Customizing Your Phone 2. Use and to highlight the contact. You can also use the * key to Page Up and the # key to Page Down. Note 3. Press the More soft key, and then the Save soft key to save the contact in the phone’s directory. 4. Press to return to the idle display. You may want to go to the local contact directory to check if the contact was saved correctly, and to add any missing fields.
Customizing Your Phone 5. Press the Save soft key to save the contact in the local contact directory. “Entry saved” appears on the graphic display. Only the first name, last name, and phone number are saved. If the contact already exists in the contact directory, “Entry already exists” appears. 6. Press to return to the idle display. Editing Contacts To edit a contact in the local contact directory: 1. Press . 2. Select Contact Directory. 3. Use and to highlight the contact.
Customizing Your Phone Deleting Contacts To delete a contact from the local contact directory: 1. Press . 2. Select Contact Directory. 3. Use and to highlight the contact. You can also use the * key to page up and the # key to page down. 4. Press the More soft key twice, and then press the Delete soft key. The contact is deleted from the directory. 5. Press to return to the idle display.
Customizing Your Phone 4. Press the View soft key. The contact’s information appears on the graphic display. 5. Press the Dial soft key. Searching for Contacts Searching the Contact Directory To search for a contact in the local contact directory: 1. Press . 2. Select Contact Directory. 3. Press the More soft key, and then the Search soft key. 4. Using the dial pad, enter the first few characters of the contacts’s first or last name. 5. Press the Search soft key again.
Customizing Your Phone Searching the Corporate Directory To search for a contact in the corporate directory: Note 1. Press . 2. Select Corporate Directory. You can enable your phone to save Corporate Directory search results, and to remember the last person you viewed in the directory. Whenever you redisplay Corporate Directory, the last person you viewed will display. If you searched for a person, the results of the last search you submitted will display.
Customizing Your Phone — Press the AdvFind soft key, enter search values in the displayed fields. For example, enter Byron Smith as the first name and last name. Press the Submit soft key. In this example, Bryon Smith appears in the search results. You can dial any successful matches from the resulting information on the graphic display.
Customizing Your Phone Managing Incoming Calls You can distinguish incoming calls by setting distinctive rings for contacts in your contact directory, sending particular calls directly to your voicemail, or transferring particular calls to another party. Distinguishing Calls You can customize your phone so that you can distinguish different parties by ring type. Note This feature is local to the phone, and may be overridden by your organization’s settings.
Customizing Your Phone Rejecting Calls You can customize your phone so that incoming calls from a particular party are immediately sent to your voicemail. Note Rejecting calls is not available on shared lines. To send incoming calls from a contact directly to voicemail: 1. Press . 2. Select Contact Directory. 3. Use and to highlight the contact. You can also use the * key to page up and the # key to page down. 4. Press the Edit soft key, and then scroll down to the Auto Reject field. 5.
Customizing Your Phone Diverting Calls You can customize your phone so that incoming calls from a particular contact are transferred directly to a third party. To divert incoming calls from a particular contact: 1. Press . 2. Select Contact Directory. 3. Use and to highlight the contact. You can also use the * key to page up and the # key to page down. 4. Press the Edit soft key, and then scroll down to the Divert Contact field. 5.
Customizing Your Phone Depending on how your administrator sets up your phone, the display could resemble one of the following figures: • One line, 3163 • Two lines, 3161 and 3163 Supporting Multiple Line Keys Per Line Each line on the phone can be configured to have more than one Line Key associated with it. This enhances call visualization and simplifies call handling.
Customizing Your Phone Supporting Shared Lines Your SoundPoint IP 550/560 supports shared lines. Note Shared lines are an optional feature and may not be supported on your particular system. For more information, contact your system administrator. A shared line is indicated by a different line icon. In the following figure, the lines 3161 and 3163 are private and the line 3166 is shared. If two phones share a line, an incoming call to that number will cause both phones to ring.
3 Using the Features of Your Phone Your SoundPoint IP 550/560 desktop phone is designed to be used like a regular phone on a public switched telephone network (PSTN). You can call, place calls, transfer a call to someone else, or conduct a conference call. At most one active call may be in progress on your phone at any time. The active call is the one that has audio associated with it.
Using the Features of Your Phone • Using Call Lists • Using voicemail • Recording Calls (Virtual Office Pro Users Only) • Using Call Queues (Call Queue Users Only) • Assigning Speed Dial Keys To customize your phone, refer to Customizing Your Phone on page 2-1. Note Several advanced features are available through 8x8’s Virtual Office Online. For information on these features, refer to http://www.8x8.com/Support/BusinessSupport/Documentation.
Using the Features of Your Phone The call duration of active calls is visible within the active call window on the graphic display. In the figure below, the call to Greg Slowski has lasted 30 seconds so far. To place a call using the handset: >> Do the following steps in any order: — Pick up the handset. — Dial the number using the dial pad. Note You can also dial using the SIP URL or IP address. To obtain the IP address of your phone, press the Menu key, and then select Status > Platform > Phone.
Using the Features of Your Phone >> Do one of the following: — With the handset on-hook, press NewCall soft key to obtain dial tone. , , or the Dial the number using the dial pad. — With the handset on-hook, dial the number using the dial pad. Press , , or the Dial soft key. To place a call using the headset: >> Do one of the following: — With the optional headset connected, press NewCall soft key to obtain dial tone. Press or the . Dial the desired number using the dial pad.
Using the Features of Your Phone • A single Line Key per line • Multiple Line Keys per line If your phone is configured with multiple call appearances, refer to Using Multiple Call Appearances on page 4-1 for instructions on how to answer a call. Note You can ignore incoming calls by pressing the Reject soft key (for private lines) or the Do Not Disturb key. The Do Not Disturb mode stays active when the call ends and remains active until you press the Do Not Disturb key again.
Using the Features of Your Phone To answer a call using Hands-Free Speakerphone mode: Note If “Handsfree mode disabled” appears on the graphic display after you press the speakerphone key, your system administrator has disabled the speakerphone on your phone. >> Do one of the following: — Press . — With the handset on-hook, press flashing green status indicator). (next to the — Press the Answer soft key. To answer a call using the headset: >> Press .
Using the Features of Your Phone To answer an incoming call on a line configured for a single Line Key: >> Do one of the following: — Press or the Hold soft key to put the original call on hold. The incoming call is answered. — Press to access the new call. Press the Answer soft key. The original call is placed on hold. Note Incoming calls may be forwarded by pressing the Forward soft key. For more information, refer to To forward an incoming call to another party: on page 3-17.
Using the Features of Your Phone Ending Calls To end a call: >> Do one of the following: — If you are using the handset, press the EndCall soft key or replace the handset. — If you are using a headset, press . — If your are using the speakerphone, press . Redialing Numbers To redial the last call placed from your phone: >> Press . A call to your last placed call is attempted. To redial a previously placed call, refer to Managing Call Lists on page 2-12.
Using the Features of Your Phone Note The conference management feature is an optional feature and may not be supported on your particular system. For more information, contact your system administrator. This section provides the following step-by-step instructions: • Setting Up Conference Calls • Ending Conference Calls Setting Up Conference Calls To set up a conference call: 1. Note Call the first party.
Using the Features of Your Phone 4. Note When the second party answers, press key again to join all parties in the conference. or the Confrnc soft If configured for single key-press conferences, you do not need to press the Confrnc soft key again. 5. Press conference. or the Confrnc soft key to add another party to the The first and second party are put on hold.
Using the Features of Your Phone 8. Repeat steps 5 to 7 until you have added all intended parties. Splitting Conference Calls To split a conference call: >> From the Active Conference page, press the More soft key, and then the Split soft key to split the conference. All calls are split into individual calls and put on hold. Ending Conference Calls To end a conference call: >> From the Active Conference page, press the EndCall soft key or hang up. The other parties will continue to be connected.
Using the Features of Your Phone 2. Call in Auto Attendant and select Menu Option that is assigned to Conference Bridge.* (e.g. Option 4 > Conference Bridge) Conference Menu Options Enter a Conference - (Option 1): 1. Enter your extension then press # . 2. Enter conference ID then press # . 3. Please record first and last name then press # . Create a Conference - (Option 2): 1. Enter your extension then press # . 2. Enter your password then press # .
Using the Features of Your Phone — Set up a conference call and then end your participation. For more information, refer to Hosting Local Conference Calls on page 3-8. Performing an Announced Transfer To transfer a call: 1. During a call, press the or the Trnsfer soft key. The active call is placed on hold. 2. Do one of the following: — Enter the number to which you want to transfer the call. — Refer to Placing Calls on page 3-2. 3.
Using the Features of Your Phone Performing a Blind Transfer To perform a blind transfer: 1. During a call, press 2. Press the Blind soft key. 3. Do one of the following steps: or the Trnsfer soft key. — Enter the number to which you want to transfer the call. — Refer to Placing Calls on page 3-2. At this point, the call is connected to the number to which you are transferring them. Forwarding Calls You can configure your phone so that all incoming calls are forwarded to another party.
Using the Features of Your Phone Online Call Forwarding To enable online call forwarding: 1. Log on to your Virtual Office Online dashboard athttp://virtualoffice.8x8.com 2. Select the Settings button, and then select the My Rules tab. 3. Update your Call Forwarding Rules and press Save. You can return to Virtual Office Online at any time to update your Call Forwarding Rules. Phone-based Call Forwarding Static Forwarding To forward all incoming calls to another party: 1.
Using the Features of Your Phone Note a If you selected Always, enter a number to forward all future incoming calls to. b If you selected No Answer, enter a number to forward all unanswered incoming calls to and how many rings to wait before forwarding (one ring is approximately six seconds). A value of 2 is recommended. c If you selected Busy, enter a number to forward all future incoming calls to when you are already in another call. You can also enter the SIP URL or IP address.
Using the Features of Your Phone To disable call forwarding: 1. From the idle display, press the Forward soft key. 2. (Optional) If multiple lines are configured on your phone, select the line to forward from the list using 3. Using and and . , select the forwarding type you want to change and then press the Select soft key. 4. Press the Disable soft key. The idle display returns and the regular icon appears as the line indicator.
Using the Features of Your Phone To enable Do Not Disturb: >> Press . A flashing icon and text on the graphic display indicate that Do Not Disturb is enabled. Calls received while Do Not Disturb is enabled are logged in the Missed Calls list unless configured to be forwarded to another party by your system administrator. To disable Do Not Disturb: >> Press again.
Using the Features of Your Phone Placing Calls on Hold During a call, press or the Hold soft key. The hold icon will display on the line key label. Press again or the Resume soft key to retrieve the call. The registered line icon appears as the line indicator. Note The Hold feature typically generates music or a beeping tone. Therefore, avoid putting a conference call on hold.
Using the Features of Your Phone Returning the Last Call Last Call Return (LCR) enables you to automatically call back the last incoming call without having to dial the number. To call back the last incoming call: 1. Press the More soft key, then the LCR soft key. 2. You can pick up the handset first, then press LCR to place the call on your handset Using the Intercom You can use the Intercom key to automatically connect with a remote extension. To automaticallly connect with a remote extension: 1.
Using the Features of Your Phone Using the Corporate Directory To use the Corporate Directory to make a call: 1. Press and select Applications, then select Apps Home, then Corporate Directory Listing. 2. Browse up and down the directory list and select the person you wish to call (speed dial). For long directories, you can search for a user in the directory and then select their name to speed dial them. To search an extensive Corporate Directory: 1.
Using the Features of Your Phone Using voicemail Note voicemail is an optional feature configured on the call server and may not be supported on your particular system. For more information, contact your system administrator. Screen options may vary with your application. voicemail may be accessible with a single key press. Contact your system administrator about this option. You can access voicemail messages from your phone. Your voicemail is saved in a centralized location.
Using the Features of Your Phone Recording Calls (Virtual Office Pro Users Only) Call Record On/Off is available to Virtual Office Pro users when the Call Recording feature is set to record calls On Demand. To turn on Call Recording during a call: >> Press the More soft key to find the CallRecrd soft key. You will see a "Recording is On" confirmation message on the phone screen. To turn Call Recording off: >> Press the Exit soft key, then press the More softkey to find the CallRecrd softkey again.
Using the Features of Your Phone In the figure below, the phone has one line key, and three available speed dial keys (assigned to Byron, Lauren, and Andrew). To dial Byron, Lauren, or Andrew, press the associated line key. Note To quickly access a list of speed dial index numbers, press the Up Arrow key from the idle screen. To speed dial a contact, press the Up Arrow key followed by the contact’s speed dial index.
Using the Features of Your Phone Valid speed dial index values are from 1 to 9999. If you enter a speed dial index that already exists, “Speed dial index already exists” appears. If you enter an invalid value, “Speed dial index invalid” appears. 6. Press the Save or Cancel soft keys to accept or cancel changes. 7. Press to return to the idle display. To assign a new speed dial key: 1. Press and hold an unassigned .
4 Troubleshooting Your Phone This chapter contains general troubleshooting information to help you solve any problems you might encounter when you use your SoundPoint IP 550/560 phone. The tables in this chapter list possible trouble symptoms, the likely causes of these problems, and the recommended corrective actions to take.
Troubleshooting Your Phone Power and Startup Symptom Problem Corrective Action There are power issues. The SoundPoint IP 550/560 phone has no power. Do one of the following: • Verify that no lights appear on the phone when it is powered up. • Check if the phone is properly plugged into a functional AC outlet. • Make sure that the phone isn't plugged into a plug controlled by a light switch that is off.
Troubleshooting Your Phone Controls Symptom Problem Corrective Action The dial pad does not work. The dial pad on the SoundPoint IP 550/560 phone does not respond. Do one of the following: • Check for a response from other feature keys or from the dial pad. • Place a call to the phone from a known working telephone. Check for display updates. • Check if the LAN port is active or inactive. Press the Menu key, and then select Status > Network > Ethernet.
Troubleshooting Your Phone Access to Screens and Systems Symptom Problem Corrective Action There is no response when you press a feature key. The SoundPoint IP 550/560 phone is not in an active state. Do one of the following: The screen shows “Network Link is Down”. The LAN cable is not properly connected. • Press the keys more slowly. • Check with your system administrator to see if the key has been mapped to a different function or is disabled.
Troubleshooting Your Phone Calling Symptom Problem Corrective Action There is no dial tone. Power is not correctly applied to the SoundPoint IP 550/560 phone. Do one of the following: Dial tone is not present on one of the audio modes. The phone does not ring. • Check that the screen is illuminated. • Make sure the LAN cable is inserted properly at the back of the phone (try unplugging and re-inserting the cable).
Troubleshooting Your Phone Symptom Problem Corrective Action You turned off the ringer. Do one of the following: • During an incoming call, lift the handset, press the Speakerphone key, or press the Headset key to obtain a dial tone. • Press the ringing Line Key or the Answer soft key to answer the call. “Service Unavailable” appears on the screen.
Troubleshooting Your Phone Displays Symptom Problem Corrective Action There is no display. Power is not correctly applied to the SoundPoint IP 550/560 phone. Do one of the following: The display is incorrect. The display has bad contrast. The contrast needs adjustment. Outbound or inbound calling is unsuccessful. The display flickers. A certain type of older fluorescent lighting causes the display to appear to flicker. • Check that the screen is illuminated.
Troubleshooting Your Phone Audio Symptom Problem There is no audio on the headset. The connections are not correct. You are using a headset and the people you call hear echo. There may be an issue with the echo cancellation feature of your headset. Corrective Action Do one of the following: • Ensure the headset is plugged into the jack marked Headset at the rear of the phone. • Ensure the headset amplifier (if present) is turned on and/or the volume is correctly adjusted.
Troubleshooting Your Phone Testing Phone Hardware Your system administrator may ask you to access a diagnostics menu on your phone to test your phone hardware. From the diagnostics menu, you can test your phone’s microphones, speaker, handset, third-party headset (if present), keypad mappings, and LCD display. See your system administrator for instructions on how to perform these tests.
