Quick start guide for Poly VVX series phones

Follow this article for an introduction to Poly VVX series phone features supported by Zoom Phone. For more information on these features, search for your phone model on the Polycom support site. 

Notes:

• Desk phones don't support all Zoom Phone features.
• If you're part of a call delegation setup, see the relevant guide for desk phones.
• If you're part a shared line group, see the relevant guide for desk phones
• You can access quick start guides for Poly Edge-B and Edge-E series

This article covers:

• How to make a call
• How to search the company directory
• How to receive a call
• How to place a call on hold
• How to transfer a call
• How to start a three-way call
• How view call history
• How to check voicemail
• How to set status to do not disturb (DND)
• How to use line keys
• How to clear warnings
• Other features

How to make a call

Note:

• If you dial a number without the area code, Zoom Phone will use the default area code set in your Zoom Phone settings.
• While in a call, your in-call status will be synced with the Zoom desktop client and mobile app. Your Zoom contacts will be able to see that you're in a call.
• If calling an international number, make sure that Zoom Phone supports outbound dialing to that number.
• To make your desk phone automatically call a number after dialing, your Zoom Phone admin needs to set up a digit map / dial plan using a provision template.
• Change your line key settings to set your default outbound caller ID for desk phones and customize the appearance of line keys.

To make an outbound call using the handset:

1. Pick up the phone's headset.
2. (Optional) If you have multiple lines, select a line for the call:
   • VVX series with physical line keys: Press a line key.
   • VVX series with a touch screen: Tap the drop-down menu at the top of the screen then select a line key.
   • Note: You must set your outbound caller ID using keys and positions settings in the Zoom web portal. Do not set your outbound caller ID using the phone's interface.
3. Dial a number using the phone's physical or on-screen dial pad.
4. Place the call:
   • VVX series with physical line keys: Press Send.
   • VVX series with a touch screen: Tap the phone icon  on the touch screen. 

To make a call using the speakerphone:

1. Press the speakerphone button  (usually located to the right of the physical dial pad).
2. (Optional) If you have multiple lines, select a line for the call:
   • VVX series with physical line keys: Press a line key.
   • VVX series with a touch screen: Tap the drop-down menu at the top of the screen then select a line key.
   • Note: You must set your outbound caller ID using keys and positions settings in the Zoom web portal. Do not set your outbound caller ID using the phone's interface.
3. Dial a number using the physical or on-screen dial pad.
4. Place the call:
   • VVX series with physical line keys: Press Send.
   • VVX series with a touch screen: Tap the phone icon  on the touch screen. 

How to search the company directory

Note:

• Make sure you have a desk phone that supports the company directory feature.
• You can also access the company directory when making a call.
• If you can't access the company directory, manually reboot your phone or ask your admin to re-sync your phone.

1. On the phone's home screen, press Directory.
2. Navigate to Corporate Directory.
3. Enter a name or extension number, then press Submit to search your company's directory of Zoom Phone users.
   Note: Search results may take a few seconds to appear.
4. Select a phone user then press Dial to call them.

How to receive a call

During an incoming call, you will see a call notification with the caller ID name and number. The call notification on Polycom phones appear the same regardless of whether the call was routed through your direct phone number, main company number, or a call queue you're a member of.

Note:

• The Zoom desktop client and mobile app display more detailed incoming call notifications so you can identify calls to a direct number, company number, or call queue.
• While in a call, your in-call status will be synced with the Zoom desktop client and mobile app. Your Zoom contacts will be able to see that you're in a call.

How to place a call on hold

VVX series with physical line keys

1. While in a call, press Hold or press the hold button .
2. Press Resume or the hold button  to resume the call.

VVX series with a touch screen

1. While in a call, tap Hold.
2. Tap Resume to resume the call.

How to transfer a call

VVX series with physical line keys

1. While in a call, press Transfer or the transfer button .
2. Choose a transfer method:
   
   • Consultative transfer (also known as warm transfer): Place the call on hold while you complete the transfer. This option is useful if you need to navigate an automated answering machine for the caller or if you want to speak to the receiving party before your call is transferred.
   • Blind transfer (default): Immediately transfer the call and hang up.
3. Dial or select the number you want to transfer to. To transfer to an internal Zoom Phone user, dial their extension number.
4. Complete the transfer:
   • Blind transfer: Tap the phone icon .
   • Consultative transfer: Press Transfer.

VVX series with a touch screen

1. While in a call, tap Transfer.
2. Tap the button in the top-right corner to choose a transfer method:
   Note: Blind transfer is selected by default. Don't tap the button if you want to blind transfer. Press Conference if you want perform a consultative (warm) transfer.
   
   • Blind transfer (default): Immediately transfer the call and hang up. 
   • Consultative transfer (also known as warm transfer): Place the call on hold while you complete the transfer. This option is useful if you need to navigate an automated answering machine for the caller or if you want to speak to the receiving party before your call is transferred. Use the Conference key. This provides the option to cancel prior to transfer party accepting the call and also provides the option to cancel after consulting to the transfer party. Once in consulting mode, the person can then transfer the call and hang up.
3. Dial or select the number you want to transfer to. To transfer to an internal Zoom Phone user, dial their extension number.
4. Complete the transfer:
   • Blind transfer: Tap the phone icon .
   • Consultative transfer: Tap Transfer.

How to start a three-way call

VVX series with physical line keys

1. Make a call.
2. Tap Conference on the call screen.
   The current call will be placed on hold.
3. Enter or select number that you want to add to the call, then press Send.
   A new call will start.
4. Tap Conference to merge the two calls in to a three-way call.

VVX series with a touch screen

1. Make a call.
2. Tap Confrnc on the call screen.
   The current call will be placed on hold.
3. Enter or select number that you want to add to the call, then tap the phone icon .
   A new call will start.
4. Tap Confrnc to merge the two calls in to a three-way call.

How to view call history

VVX series with physical line keys

1. On the home screen, press Directories then Recent Calls.
2. Use the directional pad to navigate call history.
3. Press Type to sort entries by call type (missed, received, or placed).
4. Press Call to call back.

VVX series with a touch screen

1. Tap the clock icon  on the home screen.
2. Use the touch screen to navigate call history.
3. Tap the filter icon to filter calls by line (if you have multiple lines) or call type (missed, received, or placed).
4. Tap the caller ID name or number to call back. 

How to check voicemail

Note: If you have to access a shared voicemail inbox, you can play them using your desk phone, but you can't identify if the message is from a shared inbox. Use the Zoom desktop client, mobile app, or web portal to identify if the message is from a shared inbox.

1. Access the voicemail message center:
   • VVX series with physical line keys: Press Messages on the home screen or the voicemail button .
   • VVX series with a touch screen: Tap the mail icon  on the home screen.
   • Alternatively, you can dial and call *86 to access voicemails.
2. Use the navigation pad or touch screen to navigate to Message Center.
3. Press or tap Connect. 
4. When prompted, dial your voicemail PIN followed by #.
5. Press one of these keys:
   

   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: You can also record a voicemail greeting in the Zoom web portal.
6. Follow the audio prompts to manage your voicemails.

How to set status to DND (do not disturb)

You can set your phone's status to DND if you want to block incoming call notifications to your desk phone.

Note:

• The DND status only applies to the phone you set it on. This status does not sync on other desk phones assigned to you or the Zoom desktop client or mobile app.
• Turning on the DND status will mute the notification sound but will still display a visual notification on the phone's screen.

1. Press or tap DND on the home screen.
   You will see this icon at the top of the screen: .
2. Press the same button to reset your status.

How to use line keys

You will see multiple lines on your phone in these scenarios:

• You have more than one direct phone number.
• You're assigned to make and receive calls on behalf of another user (you're the delegate as part of a call delegation setup).
• You're a member of a shared line group.

Line key labels

Note: You can customize your line keys to change their labels and order. By default, line keys are labelled differently depending on the number of direct numbers or shared lines:

• If you only have one direct number or don't have a direct number, the line key label will display your name.
• If you have more than one direct number, the line keys will display the number.
• If you have call delegation, see our call delegation guide for desk phones to learn more.

Select a line before making a call

Note: You must set your outbound caller ID using keys and positions settings in the Zoom web portal. Do not set your outbound caller ID using the phone's interface.

1. Select a line:
   • VVX series with physical line keys: Tap the line key on the phone's home screen. The line key light turns solid green to indicate you're using it.
   • VVX series with a touch screen: Press the physical line key on the phone. 
2. Pick up the phone's headset, or press the speakerphone button  (usually located to the right of the physical dial pad).
3. Dial a number using the physical or on-screen dial pad.
4. Place the call:
   • VVX series with physical line keys: Press Send.
   • VVX series with a touch screen: Tap the phone icon  on the touch screen. 

How to clear warnings

1. On the home screen, press or tap Settings.
2. Navigate to Status > Diagnostics > Warnings.
   The phone will display a list of issues.
3. Press or tap Clear Icon.
   The icon will be removed from the top bar of the phone screen. The warning will still remain on the Warnings page until the issue is fixed. Contact your Zoom Phone admin for more information on these issues.

Other features

For more information on desk phone features not covered in this quick start guide, refer to these articles:

• Call delegation
• Shared line groups
• Hot desking