Polycom® SoundPoint IP® 550/560 Phone User Guide UC Software 4.0.1 | November 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 Polycom® SoundPoint IP 550/560, 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 includes overview information that you may find helpful when you are first learning about your phone, or when you have experience but need a quick refresher.
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Contents About This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii Changes to This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . –iii 1 Getting Started with Your Phone . . . . . . . . . . . . . . . . . . . . 1–1 Features of Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2 Before You Use Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
User Guide for the SoundPoint IP 550/560 Phone Calling and Answering from a Locked Phone . . . . . . . . . . . . . . . . . . 2–26 Logging Into Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–27 Logging In and Out of a Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–28 Placing Calls from Phones that are in the Logged Out State . . . . . . 2–30 3 Using the Advanced Features of Your Phone . . . . . . . . . . .
Contents Placing Calls to Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–18 Searching for Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–19 Managing Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–22 Distinguishing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–22 Rejecting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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1 Getting Started with Your Phone This chapter provides basic installation instructions and information for obtaining the best performance with the Polycom® 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.
User Guide for the SoundPoint IP 550/560 Phone Features of 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.
Getting Started with Your Phone Item 3 Description Feature Keys: Allow you to quickly access important features with a single press. 4 5 6 Microphone Mute Mutes audio transmission locally during calls and conferences. Headset Allows you to place and receive calls through an optionally connected headset. 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.
User Guide for the SoundPoint IP 550/560 Phone 13 Item Description Color Graphic Display Shows the user interface of the phone. For more infomration, refer to Information Status on page 1-7. Associated line icons are described in the following table. 14 Line/Speed Dial Key Use these keys to activate up to four lines or speed dials that can be assigned to your phone.
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) Voice mail/Text messages Speed dial Ringing Call in progress with HD Voice Call in progress Call Forward Held/On Hold Line Do Not Disturb Conference Presence/Busy Lamp Field (BLF) 1-5
User Guide for the SoundPoint IP 550/560 Phone Before You Use Your Phone This section includes information on how to navigate the phone’s menus, how to enter data, and how to read the phone’s information status bar. Note The background and key colors that appear on your SoundPoint IP 550/560 phone may differ from what appears in this user guide.
Getting Started with Your Phone If you want to... Then do this... Enter special characters Press *, #, <1>, <0> one or more times quickly in alphanumeric mode. Press * or # once or twice quickly in numeric mode. To enter a space, press <0> three times quickly in alpha mode. Enter an IP address or URL Press a dial pad key once for numbers and one to four more times quickly for letters.
User Guide for the SoundPoint IP 550/560 Phone If your phone is not part of a large deployment, it may not be registered after you set it up. Before you use your phone, you or your system administrator will have to register it. For detailed information on how to register your phone after you install it, refer to Quick Tip 44011 Registering Standalone SoundPoint IP, SoundStation IP, and Polycom VVX Phones, available from http://www.polycom.
Getting Started with Your Phone 4 From the Web Configuration Utility login screen, select User, and then enter the User password. The factory default password for a User is 123. Note 5 Click Submit. The Web Configuration Utility Home screen is displayed.
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2 Using the Basic 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 call place a call, transfer a call to someone else, or conduct a conference call. At any time, at most one active call may be in progress on your phone. The active call is the one that has audio associated with it. There may be multiple other calls on hold in an “Incoming call” or “Ringing” state.
User Guide for the SoundPoint IP 550/560 Phone If you require additional information or assistance with your phone, contact your system administrator. Placing Calls You can place a call using your SoundPoint IP 550/560 phone 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. You can also search the call lists, the local contact directory or the corporate directory and dial from the search results page.
Using the Basic Features of Your Phone 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. The IP address is listed together with other phone information. The maximum URL or IP address length is 32 characters. For example, 10.3.0.42, sip:jane@polycom.com .
User Guide for the SoundPoint IP 550/560 Phone To place a call using the headset: >> Do one of the following: — With the optional headset connected, press New Call soft key to obtain dial tone. Press or the . Dial the desired number using the dial pad. — With the optional headset connected, dial the desired number using the dial pad. Press Note . If you frequently use a headset, and would like to make it the default call path, refer to Enabling Headset Memory Mode on page 4-5.
Using the Basic 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 3-1 for instructions on how to answer a call. Note You can ignore incoming calls by pressing the Reject soft key (for private lines), the Silence soft key (for shared lines), or the Do Not Disturb key.
User Guide for the SoundPoint IP 550/560 Phone To answer a call using the Hands-Free Speakerphone: 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 Basic Features of Your Phone — To answer the call, press the line key. If you hold the line key, you can bring up the caller’s information and press the Answer soft key to answer the call. Ending Calls To end a call: >> Do one of the following: — Press the End Call soft key. — Replace the handset, if you are using it. — If you are using a headset, press . — If your are using the speakerphone, press — Press the administrator). .
User Guide for the SoundPoint IP 550/560 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. Use the mute button instead.
Using the Basic Features of Your Phone Hosting Conference Calls You can create a conference with other parties using the phone’s local conference feature. You can create a conference at any time between an active call and a call on hold (on the same or another line) by pressing the Join soft key. 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.
User Guide for the SoundPoint IP 550/560 Phone 2. Press or the Confrnc soft key to create a new call. The active call is placed on hold. Note If configured for single key-press conferences, all conference participants hear the dial tone and ringback when the conference host places a call to a new party. 3. Call the second party. 4. When the second party answers, press key again to join all parties in the conference.
Using the Basic Features of Your Phone A conference similar to this one will now exist. 8. Repeat steps 5 to 7 until you have added all intended parties. Managing Conference Calls You are currently in a conference call.A screen like the one below is shown on your phone. To manage a conference call: 1. Press the Manage soft key. The Manage Conference page appears. Press the More soft key to see the Remove, Info, and Exit soft keys.
User Guide for the SoundPoint IP 550/560 Phone 2. Do one of the following: — To add a new party, press the Add soft key. Call another party as you would using or the Confrnc soft key (outside the conference management feature). The other parties are put on hold. After the new party answers, press parties in the conference. Note again to join all The Add soft key appears only if you can add more parties to the conference call.
Using the Basic Features of Your Phone — To place a party on hold, select the party, and then press the Hold soft key. The held party cannot hear any parties and no party can hear the held party. Press the Resume soft key to return the party to the conference. If the held party presses on their phone, the party will remain on hold within the conference even if you press the Resume soft key. — To remove a party from the conference, press the Remove soft key. The party is removed from the conference.
User Guide for the SoundPoint IP 550/560 Phone To add a party to a conference call using the Join soft key: 1. From the Manage Conference page, press or the Hold soft key. The other parties in the conference call are placed on hold. Note If configured for local conference hold, the other parties in the conference call can continue to speak with each other while you place the new call. 2. Press the New Call soft key. 3. Place a call to a new party. 4.
Using the Basic Features of Your Phone Joining Conferences To join two conferences: Previously you set up two separate conference calls between a number of parties. Only one conference can be active at a time. >> From the idle screen, press the Join soft key. Both conferences are joined into a single five-way conference. 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.
User Guide for the SoundPoint IP 550/560 Phone Transferring Calls A call can be transferred in one of three 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. — Refer to Performing a Consultative Transfer on page 2-16. • Blind transfer—The call is automatically transferred after you dial the number of the party to whom you want to transfer the call.
Using the Basic Features of Your Phone 2. Place a call to the desired recipient of the call. Refer to Placing Calls on page 2-2 for calling methods. 3. As soon as you hear the ring-back sound or after the party answers (and you speak to the party), press or the Trnsfer soft key. You can talk privately to the party to which you are transferring the call before the transfer is completed. If you are using a handset, the transfer can be completed by putting the handset on the cradle.
User Guide for the SoundPoint IP 550/560 Phone Forwarding Calls There are two ways to forward incoming calls to another party: • Static Forwarding: Incoming calls are forwarded in special cases (before ringing, if there is no answer, or if the line is busy). • Dynamic Forwarding: You can forward a call to someone else as it is ringing on your phone. All incoming calls can be forwarded to another party while Do Not Disturb is enabled on your phone.
Using the Basic 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.
User Guide for the SoundPoint IP 550/560 Phone To disable call forwarding: 1. From the idle screen, press the Forward soft key. 2. If multiple lines are configured on your phone, select the line to forward from the list using and . 3. Scroll to highlight the forwarding type you want to disable and then press the Select soft key. 4. Press the Disable soft key. The idle screen returns, the regular icon appears as the line indicator. Dynamic Forwarding To forward an incoming call to another party: 1.
Using the Basic 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.
User Guide for the SoundPoint IP 550/560 Phone In the figure below, the phone has one line key, and speed dial keys for 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 Basic Features of Your Phone A valid speed dial index is any unused number from 1 to 9999. 6. Press the Save soft key to accept your changes. 7. Press to return to the idle screen. To assign a new speed dial key: 1. Press and hold an unassigned . A new empty entry in the contact directory is automatically opened allowing contact information to be added. 2. (Optional.) Enter contact information. Use the 1/A/a soft key to select between numeric and upper/lower case alphanumeric modes.
User Guide for the SoundPoint IP 550/560 Phone Your phone indicates the presence of new voice mail messages by a flashing Message Waiting Indicator LED on the front of the phone and a visual notification on the screen. If your phone has multiple lines, an individual line indicator icon indicates voice mail messages on that line. A stutter dial tone in place of normal dial tone indicates that one or more voice messages are waiting at the message center. To listen to voice messages: 1. Press .
Using the Basic Features of Your Phone When your phone is locked, the messages “This phone is locked” and “Authorized calls only” scroll on the status bar. Messages that were displayed before the phone was locked do not display. About Your User Password You are assigned a user password so you can answer calls from your locked phone and unlock the phone. Changing Your User Password By default, your user password is 123. Change your user password so it is unique to your phone.
User Guide for the SoundPoint IP 550/560 Phone — DND when locked - You will not receive indication of any incoming calls. Calls will go directly to voice mail (if enabled) and display in your Missed Calls list when you unlock the phone. Note Enabling DND when locked on shared lines disables ringing only. You will still see a visual notification of the call and have the option to answer it. 3. Press the Lock soft key. Your phone is locked.
Using the Basic Features of Your Phone — Press the New Call soft key. From the Place an Authorized Call screen, select the number you want to call, and then press the Dial soft key. The following screen shows an example of the Place an Authorized Call screen. Note that the three speed dial keys no the left are greyed out because they are all unauthorized numbers. or — Place a call to an authorized number by using the handset, headset or speakerphone.
User Guide for the SoundPoint IP 550/560 Phone You can log in to a phone by entering your user ID and password. Default passwords are preset at the factory to the numerals 123. If a phone is in the logged out state and requires a user login, you may be able to use the phone to place emergency calls to standard emergency numbers (such as 911) and other pre-configured phone numbers. These numbers are configured by your administrator.
Using the Basic Features of Your Phone The User Login screen displays, as shown next. 2 Enter your user ID and user password, then press the Log in soft key. If your login credentials are accepted, the phone updates to display your personal phone profile, and the home screen displays, as shown next. If you don’t know what your user ID and password are, ask your system administrator. Default passwords are preset at the factory to the numerals 123.
User Guide for the SoundPoint IP 550/560 Phone The Logout screen displays with a confirmation message, as shown next. 2 Press the Yes soft key. Your personal profile is no longer accessible, and the phone displays either the User Login screen for the next user login, or the default phone profile for anonymous users.
Using the Basic Features of Your Phone Changing Your User Password You can change your password from any phone that you’re logged in to. By default, user passwords are factory preset to the numerals 123. Your administrator can change this default password if needed. Polycom recommends that you change your password when you first log in to a phone. Your user ID is managed only by your administrator, meaning you cannot change it yourself.
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3 Using the Advanced Features of Your Phone This chapter provides operating instructions for the advanced features of the SoundPoint IP 550/560 phone. The topics include: • Using Multiple Call Appearances • Using Text Messaging • Using Buddy Lists • Broadcasting Messages Using Push-to-Talk and Group Paging • Accessing Features with Your Login Credentials • Updating Your Phone’s Configuration • Restarting Your Phone To customize your phone, refer to Customizing Your Phone on page 4-1.
User Guide for the SoundPoint IP 550/560 Phone For example, the following figure shows an active call with Lauren Gates on line 3161. The following figure shows an incoming call from Jack Jones on the same line. To answer an incoming call when configured for multiple call appearances: >> Do one of the following: — Press — Press or the Hold soft key to place the original call on hold. to access the new call. Answer the incoming call.
Using the Advanced Features of Your Phone Your phone can display two call appearances at one time. If more than two calls are taking place on the same line, a counter displays on the display. Use the down arrow to access additional calls, or call appearances. To place an additional call on the same line, place the active call on hold, and then press the New Call soft key. Using Text Messaging You can send and receive text messages using your phone. SIP Instant (Text) Messaging is supported in real-time.
User Guide for the SoundPoint IP 550/560 Phone To send a text message: 1. Do one of the following: — Press . Select Instant Messages. Note Screen options may vary with your application. Voice Mail may be accessible with a single key press. Contact your system administrator about this option. — Press . Select Features > Messages > Instant Messages. 2. If multiple lines are configured on your phone, first select from which line to send the message from the list using and . 3. Press the New soft key.
Using the Advanced Features of Your Phone Using Buddy Lists A buddy list is a list of users/devices whose status, or presence, you can monitor. Users update their presence setting (for example, “Be right back”, “Busy”, or “Out to lunch”), and you can view their status in real-time from your phone. Your phone can “watch” the status of up to eight other phones or 48 buddies. These other phones form your “buddy list”. Your phone displays the status of your buddies in real time.
User Guide for the SoundPoint IP 550/560 Phone Managing Buddies Manage your buddies by selecting the contacts whose presence you want to monitor. These contacts form your buddy status list. You add contacts to your buddy status list from your contact directory. Note If your call server is Microsoft Live Communications Server 2005, refer to Integrating With Microsoft Live Communications Server 2005 on page 3-7.
Using the Advanced Features of Your Phone 8. Press to return to the idle screen. Integrating With Microsoft Live Communications Server 2005 Your system administrator can configure your phone to work with Microsoft Live Communications Server 2005 and communicate with others using Microsoft Office Communicator and Windows Messenger. From your phone, you can invite, join, control, and monitor integrated multipoint audio and video conferences.
User Guide for the SoundPoint IP 550/560 Phone 6. For Access, toggle to select Enabled. When enabled, you are allowing the contact to see your presence. When disabled (default), you are not allowing the contact to see your presence. 7. Press to return to the idle screen. Integrating With Microsoft Lync Server 2010 Your system administrator can configure your phone to work with Microsoft Lync Server 2010 and communicate with others using Microsoft Lync.
Using the Advanced Features of Your Phone Calling Your Buddies To place a call from your buddy list: 1. Do one of the following: a Press , and select Features > Presence > Buddy Status. b Select the Buddies soft key. 2. Scroll to desired buddy in the list. 3. Press the Dial soft key or lift the handset.
User Guide for the SoundPoint IP 550/560 Phone placed on hold. Phones play Priority broadcasts at the phone’s current audio level. • Emergency (for Group/Channel 25)—Broadcasts sent to Group/Channel 25 are considered Emergency broadcasts. All phones receive Emergency broadcasts (even if Do Not Disturb is enabled), and play them immediately. By default, phones play Emergency broadcasts at the highest audio level. The audio level will return to normal for subsequent non-Emergency broadcasts.
Using the Advanced Features of Your Phone To send a PTT broadcast: 1. Press the Talk soft key to select a channel to broadcast on. Note To automatically send a PTT broadcast on the default channel, press and hold the Talk soft key, and then go to step 4. 2. From the PTT Channels List screen, select the channel to send the broadcast on (as shown next). The list displays the default channel, the most recent channel you sent a broadcast on, and other channels you can broadcast on.
User Guide for the SoundPoint IP 550/560 Phone 3. To start the broadcast, press and hold the Talk soft key. (You need to press the Talk soft key throughout the entire broadcast.) You’ll hear a ‘transmitting’ beep, and then the phone displays the channel you are using (‘To:Teachers (Channel 18)’, as shown next). 4. Start talking. Note If you release the Talk soft key while you’re sending the broadcast, the broadcast temporarily stops and enters a 10 second ‘Waiting’ period.
Using the Advanced Features of Your Phone You’ll receive broadcasts on the channels you’re subscribed to as well as Channel 24 (the Priority channel) and Channel 25 (the Emergency channel). If you’ve enabled Do Not Disturb on your phone, you’ll only receive Emergency broadcasts. Non-emergency broadcasts won’t display or play on your phone. When a broadcast ends, your phone emits an ‘end of transmission’ beep and enters a 10 second waiting period.
User Guide for the SoundPoint IP 550/560 Phone Ending PTT Broadcasts You can end a PTT broadcast by releasing the Talk soft key, or by tapping the End PTT soft key. After you end a broadcast, the channel remains open so others can respond. If you release the Talk soft key without pressing the End PTT soft key: • You can resume the broadcast by pressing and holding the Talk soft key (if the broadcast is in a wait period).
Using the Advanced Features of Your Phone To update the default channel: 1. Press , then select Settings > Basic > Preferences > Paging/PTT Configuration > PTT Push to Talk. 2. Press the Edit soft key. 3. Enter the new default channel. 4. Press the Ok soft key. Updating Channel Subscriptions You can subscribe to any channel that has been enabled by the system administrator and appears in your channels list. When you subscribe to a channel, you can send and receive PTT broadcasts on that channel.
User Guide for the SoundPoint IP 550/560 Phone 2. From the PTT Channel Configuration screen, use the down arrow key to locate Accept While Busy, then press the Select soft key. 3. From the Accept While Busy screen, use the left or right arrow key to select Enabled or Disabled, then press the Ok soft key. The default setting is Disabled. When enabled, your phone will accept and play broadcasts while you’re in an active call.
Using the Advanced Features of Your Phone Note To automatically send a page to the default paging group, press the Paging soft key. 2. From the Paging Groups List screen, select the paging group to send the page to (as shown next). The list displays the default paging group, the most recent group you paged, and other paging group that you can page. In the above example, the default paging group is Group 6, the recent paging group is Group 1, the Priority group is 24, and the Emergency group is 25. 3.
User Guide for the SoundPoint IP 550/560 Phone You’ll receive pages on the paging groups you’re subscribed to as well as Group 24 (Priority pages) and Group 25 (Emergency pages). If you enabled Do Not Disturb, you’ll only receive Emergency pages. Non-emergency pages won’t display or play on your phone.
Using the Advanced Features of Your Phone An incoming page plays from the speakerphone by default. If you lift the handset or press the Headset key, you’ll hear a dial tone. Note Your system administrator can change your phone’s configuration so that you can change where the page plays: the speakerphone, headset, or handset. Updating the Default Paging Group If you don’t select a group to send your pages to, your page will automatically go to the default paging group, Group 1.
User Guide for the SoundPoint IP 550/560 Phone Allowing Pages to Play During Active Calls The Accept While Busy option allows pages to come in as active calls (if enabled) or held calls (if disabled). If enabled, a page will interrupt telephone calls and you’ll be able to hear the audio of both the telephone call and the page. The party on the other end of the telephone call cannot hear the page unless that party has also enabled Accept While Busy.
Using the Advanced Features of Your Phone To re-submit or enter your login credentials: 1. Press , then select Settings > Basic> Login Credentials. The Login Credentials Domain screen displays. 2. Enter the domain, user name, and password, then press the Submit soft key. Updating Your Phone’s Configuration Your phone can often accept a new configuration without requiring a restart. To update the phone’s configuration: 1. Press . 2. Select Settings > Basic > Update Configuration.
User Guide for the SoundPoint IP 550/560 Phone Note Do not restart your phone to upload a new configuration. Instead, refer to Accessing Features with Your Login Credentials on page 3-30. Note Call lists are automatically cleared when you restart the phone. To restart the phone: 1. Press . 2. Select Settings > Basic > Restart Phone. “Are you sure?” appears on the screen. 3. If you still want to restart your phone, press the Yes soft key. The restart process begins.
4 Customizing Your Phone You can customize your Polycom® SoundPoint IP 550/560 desktop phone by adjusting settings such as: time and date, display contrast, and ring type. 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.
User Guide for the SoundPoint IP 550/560 Phone You can select from various formats for the time and date display. You can also disable the time and date so they do not display on the phone. To configure the time and date formats: 1. Press . 2. Select Settings > Basic > Preferences > Time & Date. 3. Select from Clock Date, Clock Time (shown below), Clock Order, or Enable/Disable. 4. Scroll through the options under each of these selections. 5. Press the Select soft key to confirm your choice. 6.
Customizing Your Phone 2. Select Settings > Basic > Contrast. 3. Press the Up or Down soft keys, or the volume keys, to increase or decrease the display contrast. 4. Press the Ok soft key to accept your changes. 5. Press to return to the idle screen. 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.
User Guide for the SoundPoint IP 550/560 Phone 3. Select Backlight On Intensity. 4. Scroll to select high (default), medium, low, or off, and then press the Select soft key. Press the Save soft key to accept your changes. 5. Select Backlight Idle Intensity. 6. Scroll to select high, medium, low (default), or off, and then press the Select soft key. Press the Save soft key to accept your changes. 7. Select Maximum Intensity. 8.
Customizing Your Phone 9. Press the Ok soft key to accept your changes. 10. Press to return to the idle screen. Changing the Backlight Timeout You can change the length of time your phone is idle before the backlight changes to the Backlight Idle Intensity. To change the backlight timeout: 1. Press . 2. Select Settings > Basic > Backlight Timeout. 3. From the Backlight Timeout screen, scroll to the timeout you want, then press the Select soft key. The default timeout is 40 seconds. 4.
User Guide for the SoundPoint IP 550/560 Phone To select a headset that supports electronic hookswitch: 1. Press . 2. Select Settings > Basic > Preferences > Headset > Analog Headset. 3. Scroll to select your headset, and then press the Select soft key. 4. Press 4-6 to return to the idle screen.
Customizing Your Phone Selecting the Correct Headset for Electronic Hookswitch This feature allows you to answer your phone from your headset if you are using one. For information on headsets that provide Polycom supported electronic hookswitch features for placing, answering, and ending calls, refer to Technical Bulletin 37477 SoundPoint IP Family Headset Compatibility List, available from http://www.polycom.com/support/voice/soundpoint_ip/VoIP_Technical_Bulletins_pu b.
User Guide for the SoundPoint IP 550/560 Phone 4. Scroll to select the desired ring type. To hear the selected ring type, press the Play soft key. 5. Press the Select soft key to change to the selected ring type. 6. Press Note to return to the idle screen. If you configure your SoundPoint IP 550/560 phone with a silent ring, press the flashing Line key or the Answer soft key to answer the call. If your handset is off hook, the call is routed to the handset.
Customizing Your Phone 3. Scroll to select the desired ring destination. Choose Speaker, Handset, Headset, or Active as the alerting destination for the audible ringer. 4. Press the Select soft key to change to the selected audible ringer. 5. Press to return to the idle screen. Changing the Language The SoundPoint IP 550/560 phone supports many languages. To change the language: 1. Press . 2. Select Settings > Basic > Preferences > Language. 3. Scroll to highlight the language you want.
User Guide for the SoundPoint IP 550/560 Phone 4. Press the Select soft key to change to the highlighted language. Text that appears on the graphic display will change to the language of your choice. 5. Press to return to the idle screen. Changing the 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 3. Scroll to highlight the background you want. 4. Press the Select soft key to change to the highlighted background. 5. Press to return to the idle screen. Changing the Soft Key Label Color You can change the soft key label color that appears on the graphic display. A default soft key label color displays when the phone starts up (shown below). For more information on selections, contact your system administrator. To change the soft key label color: 1. Press .
User Guide for the SoundPoint IP 550/560 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 and you are unable to save your changes. This warning appears only the first time the color reaches that level. Note 3.
Customizing Your Phone Managing Call Lists Your phone maintains local lists of missed, received, and placed calls. Each list can contain up to 100 entries. Press followed by Call Lists > Missed Calls, Received Calls, or Placed Calls (shown below). 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 press the More soft key followed by the Info soft key.
User Guide for the SoundPoint IP 550/560 Phone Managing Contacts You can store a large number of contacts in your phone's local contact directory, accessible by pressing and selecting Contact Directory. You can dial or search for a contact in this directory. You may be able to add, edit, and delete contacts. 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.
Customizing Your Phone 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. Use the Encoding soft key to access special characters in other languages. 6. Enter a contact number. This is a required field and it must be unique (not already in the directory). 7. (Optional.) Change the Speed Dial Index. It is automatically assigned to the next available index value.
User Guide for the SoundPoint IP 550/560 Phone Block Buddy fields, refer to Managing Buddies on page 3-6.Press the Save soft key to accept your changes. 10. Press to return to the idle screen. Adding Contacts From Call Lists To add a contact to the local contact directory from a call list: 1. Do one of the following: a Press , and then select Call Lists >Missed Calls, Received Calls, or Placed Calls as desired. b Use a , , or shortcut from the idle menu. 2. Scroll to highlight the contact.
Customizing Your Phone 4. Press the View soft key. The contact’s information appears on the graphic display. 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. 6. Press to return to the idle screen. Editing Contacts To edit a contact in the local contact directory: 1. Press . 2. Select Contact Directory. 3. Scroll to highlight the contact.
User Guide for the SoundPoint IP 550/560 Phone 7. Press Note to return to the idle screen. You can quickly edit a contact associated with a speed dial key by pressing and holding the contact’s speed dial key, and then performing steps 5 to 7. Deleting Contacts To delete a contact from the local contact directory: 1. Press . 2. Select Contact Directory. 3. Scroll to highlight the contact. You can also use the * key to page up and the # key to page down. 4.
Customizing Your Phone 2. Select Corporate Directory. 3. Search for the contact. Refer to Searching the Corporate Directory on page 4-20. 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.
User Guide for the SoundPoint IP 550/560 Phone 5. Press the Search soft key again. You can dial any successful matches from the resulting information on the graphic display. Searching the Corporate Directory To search for a contact in the corporate directory (if enabled): 1. Press . 2. Select Corporate Directory. Note 4 - 20 Your phone can remember and display the person or search you were last viewing every time you open the corporate directory.
Customizing Your Phone 3. Search for the contact in one of the following ways: — In the search line, enter the first few characters of the contacts’s last name using the dial pad. For example, to search for Carol Woller, enter wo in the search line. Press the Submit soft key. In this example, Carol Woller appears in the search results. If no entries in the corporate directory match the search parameters, “No entries found.” appears.
User Guide for the SoundPoint IP 550/560 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 To set a distinctive ring type for a contact: 1. Press . 2. Select Contact Directory. 3. Scroll 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 Ring Type field. 5. Navigate Left or Right to select the desired Ring Type. For more information, refer to Selecting the Ring Type on page 4-7. To remove a distinctive ring, or have no distinctive ring, navigate Left to the blank entry. 6.
User Guide for the SoundPoint IP 550/560 Phone 4. Press the Edit soft key, and then scroll down to the Auto Reject field. 5. Toggle to select Enabled. 6. Press the Save soft key to accept your changes. 7. Press to return to the idle screen. Diverting Calls You can customize your phone so 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. Scroll to highlight the contact.
Customizing Your Phone 8. Press the Save soft key to accept your changes. 9. Press to return to the idle screen. System Customizations Support for multiple lines, multiple line keys per line, or shared lines can be configured by your system administrator. See your system administrator for details regarding these customizations.
User Guide for the SoundPoint IP 550/560 Phone 4 - 26
5 Troubleshooting Your Phone This chapter contains general troubleshooting information to help you solve any problems you might encounter when you use your Polycom® 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.
User Guide for the SoundPoint IP 550/560 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: • Check if the phone is properly plugged into a functional AC outlet. • If using PoE, check that the ethernet cable is properly plugged into the phone and the outlet port. Contact your system administrator to ensure that you are using a powered port, enabled for PoE.
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. • To confirm that the line is active, press the Menu key, and then select Status > Lines > Line Information.
User Guide for the SoundPoint IP 550/560 Phone Audio Symptom Problem Corrective Action There is no audio on the headset. The connections are not correct. Do one of the following: 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. • 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 Symptom Problem Corrective Action The phone does not ring. Ring volume is low. Do one of the following: Outbound or inbound calling is unsuccessful. The ringer is in silent mode. • Adjust the ringing level from the front panel using the volume up/down keys. • Check the Alerting Destination from Menu > Basic > Settings > Preferences > Audible Ringer. Do one of the following: • Place a call to the phone under investigation.
User Guide for the SoundPoint IP 550/560 Phone Displays Symptom Problem Corrective Action There is no display. Power is not correctly applied to the SoundPoint IP 550/560 phone or the SoundPoint IP Color Expansion Module. Do one of the following: The display is incorrect. The display has bad contrast. The expansion module is not working. The contrast needs adjustment. Outbound or inbound calling is unsuccessful. The display flickers.
Troubleshooting Your Phone Productivity Suite Symptom Problem Corrective Action You are trying to access one of the following features, but it is not available on your phone: The license is not installed on your phone or it has expired. Do the following: • Corporate Directory • Recording and Playback of Audio Calls • Managing Conferences • Press the Menu key, then select Status > Licenses. • Using the arrow keys, verify that the features that you want to use has a valid license.
User Guide for the SoundPoint IP 550/560 Phone 5-8
Regulatory Notices Service Agreements Please contact your Polycom Authorized Reseller for information about service agreements applicable to your product. Governing Law This Limited Warranty and Limitation of Liability shall be governed by the laws of the State of California, U.S.A., and by the laws of the United States, excluding their conflicts of laws principles.
User Guide SoundPoint IP 550/560 Phone Polycom Limited Warranty and Limitation Liability LIMITED WARRANTY. Polycom warrants to the end user (“Customer”) that this product is expected to be free from defects in workmanship and materials, under normal use and service, for one year from the date of purchase from Polycom or its authorized reseller.
Regulatory Notices Safety and Compliance Part 15 FCC Rules This device is compliant with Part 15 of the FCC Rules. Operation is subject to the following two conditions: 1. This device may not cause harmful interference, and 2. This device must accept any interferences received, including interference that may cause undesired operation. Class B Digital Device or Peripheral Note: This equipment is tested and complies with the limits for a Class B digital device, pursuant to Part 15 of the FCC Rules.
User Guide SoundPoint IP 550/560 Phone Safety and Compliance (continued) CE and VCCI Mark This SoundPoint IP 550/560 SIP is marked with the CE mark. This mark indicates compliance with EC Directives 2006/95/EC and 2004/108/EC. A full copy of the Declaration of Conformity can be obtained from Polycom Ltd., 270 Bath Road, Slough, Berkshire, SL1 4DX, UK.
Regulatory Notices Safety and Compliance (continued) New Zealand Telepermit Polycom SoundPoint IP560 VoIP Telephone PTC 220/08/009 PTC General Warning 1. The grant of a Telepermit for any item of terminal equipment indicates only that Telecom has accepted that the item complies with minimum conditions for connection to its network. It indicates no endorsement of the product by Telecom, nor does it provide any sort of warranty.
User Guide SoundPoint IP 550/560 Phone Safety and Compliance (continued) New Zealand Telepermit Special Conditions PTC General Warning 1. The grant of a Telepermit for any item of terminal equipment indicates only that Telecom has accepted that the item complies with minimum conditions for connection to its network. It indicates no endorsement of the product by Telecom, nor does it provide any sort of warranty.
End-User License Agreement for Polycom® Software This End-User License Agreement (“Agreement”) is a legal agreement between you (either an individual or a single entity) and Polycom, B.V for the Polycom Software Product licensed by Polycom B.V in Europe, the Middle East, Africa, and Asia Pacific or Polycom, Inc., for the Polycom Software Product licensed by Polycom, Inc. in the rest of the world (collectively, “Polycom”).
2.6 Copyright. All title and copyrights in and to the Software Product (including, but not limited to, any images, photographs, animations, video, audio, music, text, and “applets” incorporated into the Software Product), the accompanying printed materials, and any copies of the Software Product are owned by Polycom or its suppliers. The Software Product is protected by copyright laws and international treaty provisions.
refund the purchase price paid by you for any defective software product which is returned to Polycom with a copy of your receipt, or to replace any defective media with software which substantially conforms to applicable Polycom published specifications. Any replacement Software Product will be warranted for the remainder of the original warranty period or thirty (30) days, whichever is longer. 6.2 Warranties Exclusive.
not located in, under the control of, or a national or resident of any such country or on any such list. If you obtained this Software Product outside of the United States, you are also agreeing that you will not export or re-export it in violation of the laws of the country in which it was obtained. 10. MISCELLANEOUS. 10.1 Governing Law.
