Allworkx Verge User manual

Allworx®
Verge™ IP Phone Series
User Guide
Version: D Updated June 1, 2017

Allworx® Verge™ IP Phone Series
User Guide

Allworx® Verge™ IP Phone Series User Guide
Page ii 866.ALLWORX * [phone]
www.allworx.com
Version: D Revised: June 1, 2017
Copyright
Documentation
©2017 Allworx Corp, a Windstream company. All rights reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic,
mechanical, photocopy, recording, or otherwise without the prior written permission of Allworx Corp.
Software
Software in this product is Copyright 2017 Allworx Corp, a Windstream company, or its vendors. All
rights are reserved. The software is protected by United States of America copyright laws and
international treaty provisions applicable worldwide. Under such laws, the licensee is entitled to use the
copy of the software incorporated with the instrument as intended in the operation of the product in
which it is embedded. The software may not be copied, decompiled, reverse-engineered,
disassembled, or otherwise reduced to human-perceivable form. This is not the sale of the software or
any copy of the software; all right, title, ownership of the software remains with Allworx or its vendors.
Warranty
This warranty shall not apply to any products to the extent the defect or non-conformance is due to (A)
accident, alteration, abuse, misuse, or repair not performed by Allworx, (B) storage other than specified,
(C) failure to comply with applicable environmental requirements for the products.
Environmental Conditions
Verge IP phone series
Operating:
Temperature
Relative Humidity +5° to 40° C / +41° to +104° F
5 to 90% (non-condensing)
Storage:
Low Temperature Point
High Temperature Point
High Relative Humidity Point
-40° C / +40° and any convenient humidity
+66° C / +150° 15% RH
+32° C / +90° 90% RH

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Trademarks
The following trademarks are owned by Allworx:
The Bluetooth® word mark and logos are registered trademarks owned by the Bluetooth SIG, Inc. and
any use of such marks by Allworx Corp, a Windstream company, is under license. Other trademarks
and trade names are those of their respective owners.
Allworx® Verge™ IP phone series
Allworx® 92xx™ IP phone series
Allworx® Verge™ 9308
Allworx® Verge™ 9312
Allworx® Verge™ 9318Ex
Allworx® Reach™
Allworx® Reach Link™
Allworx® Interact™
Allworx® Interact™ Professional
Allworx® Interact Sync™
Allworx® View™
Allworx® View™
Allworx® OfficeSafe™
Allworx® Migrate™
Allworx® Connect™ servers
Allworx® Connect™ 731 server
Allworx® Connect™ 536/530 server
Allworx® Connect™ 536 server
Allworx® Connect™ 530 server
Allworx® Connect™ 324/320 server
Allworx® Connect™ 324 server
Allworx® Connect™ 320 server

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Revision History
Revision Date Description
A 02-FEB-2017 New Release
B 02-MAR-2017 Updated Features > Contacts > Add Contact > add PIN note.
C 13-APR-2017 Updated Bluetooth information and screens.
Updated Contacts - how to add Allworx User contact image.
D 1-JUN-2017 • Updated transfer BLF / Contact descriptions and added transferred to screen.
• Updated Call History Details screen.
• Updated Regulatory Notice statements.
• Clarified Transfer a Call > Merge Calls soft key definition.

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Contents
Chapter 1 - Introduction ................................................................................................ 1
1.1 - Who Should Read this Guide ........................................................................................................................ 1
1.2 - Guide Organization ........................................................................................................................................... 2
1.3 - Equipment Requirements ............................................................................................................................... 2
Chapter 2 - Overview ..................................................................................................... 3
2.1 - Verge IP Phone Screen .................................................................................................................................... 4
2.1.1 - Phone Status Area ................................................................................................................................... 5
2.1.2 - Call Status Area ........................................................................................................................................ 5
2.2 - Programmable Buttons ................................................................................................................................... 6
2.3 - Soft Keys ................................................................................................................................................................ 7
2.4 - Function Buttons ................................................................................................................................................ 8
2.5 - Navigation Buttons ........................................................................................................................................... 8
2.6 - Keypad ................................................................................................................................................................... 9
2.7 - Volume ................................................................................................................................................................... 9
2.8 - Sleep Mode .......................................................................................................................................................... 9
Chapter 3 - Manage Calls ............................................................................................. 11
3.1 - Audio Path Options ........................................................................................................................................11
3.2 - Appearance Programmable Buttons ........................................................................................................11
3.3 - Place a Call .........................................................................................................................................................14
3.4 - Answer a Call .....................................................................................................................................................15
3.5 - End a Call ............................................................................................................................................................16
3.6 - Mute a Call .........................................................................................................................................................16
3.7 - Intercom Call .....................................................................................................................................................16
3.8 - Hold .......................................................................................................................................................................17
3.9 - Park a Call/Park Monitor ...............................................................................................................................18
3.10 - Transfer a Call .................................................................................................................................................20
3.11 - Conference Call ..............................................................................................................................................23

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3.12 - Call History .......................................................................................................................................................25
3.13 - System Extensions .........................................................................................................................................26
3.14 - Presence / DND Setting ..............................................................................................................................27
3.15 - Call Handoff .....................................................................................................................................................28
Chapter 4 - Features ..................................................................................................... 31
4.1 - Contacts ...............................................................................................................................................................31
4.1.1 - Sharing Contacts ...................................................................................................................................32
4.1.2 - Contact Privacy .......................................................................................................................................32
4.1.3 - Data Protection ......................................................................................................................................32
4.1.4 - Managing Personal Contacts ............................................................................................................33
4.1.5 - Verge IP phone Contact Buttons .....................................................................................................34
4.2 - Queue Appearance and Automatic Call Distribution Queues .......................................................37
4.3 - Queue Alarm .....................................................................................................................................................41
4.4 - Shared Call Appearance ................................................................................................................................41
4.5 - Allworx Message Center ...............................................................................................................................43
4.5.1 - Visual Message Center ........................................................................................................................44
4.5.2 - Audio Message Center ........................................................................................................................46
4.6 - Message Monitoring ......................................................................................................................................52
4.7 - Bluetooth Wireless Technology ..................................................................................................................53
4.8 - Dialing Modes ...................................................................................................................................................55
4.9 - Electronic Hook Switch (EHS) for Wireless Headsets .........................................................................55
4.10 - Reach Remote Control ................................................................................................................................55
4.11 - My Allworx Manager ....................................................................................................................................56
4.12 - Busy Lamp Field (BLF) ..................................................................................................................................56
4.13 - Call Supervision ..............................................................................................................................................57
4.14 - Emergency Alert ............................................................................................................................................58
4.15 - Push To Talk ....................................................................................................................................................59
4.16 - Hot Desk ...........................................................................................................................................................60
4.17 - Schedule ...........................................................................................................................................................61
Chapter 5 - Settings ..................................................................................................... 65
5.1 - Bluetooth ............................................................................................................................................................65

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5.2 - Hot Desk Login .................................................................................................................................................70
5.3 - Network Profiles ...............................................................................................................................................70
5.4 - Phone Preferences ...........................................................................................................................................70
5.5 - Programmable Buttons .................................................................................................................................73
5.6 - Reboot Phone ...................................................................................................................................................75
5.7 - Ring Type Families ...........................................................................................................................................75
5.8 - About this Phone .............................................................................................................................................77
5.9 - Admin Soft Key .................................................................................................................................................77
Chapter 6 - Regulatory Notices ................................................................................... 79
Appendix A - Icons ....................................................................................................... 81
Appendix B - Phone Keypad Presses .......................................................................... 83

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Allworx Verge IP Phone Series User Guide
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Chapter 1 Introduction
The Allworx Verge IP phone series consists of two phone models (9308 and 9312) and the Verge
9318Ex expander. The Verge IP device capabilities include:
Unpack the Verge device and accessories, and then inspect for missing items from the list below for the
model purchased.
Not included in the box:
•Ethernet Cable: connects the phone to the network.
• (Optional) Power Supply: provides power to the Verge device - rated 24VDC, 400 mA or higher
(or a network connection with Power over Ethernet).
• (Optional) Wall Mount Kit: enables hanging the Verge IP phone on the wall (catalog number
8400146).
• (Optional) Headset with cord or Bluetooth enabled device: enables hands-free phone use.
1.1 Who Should Read this Guide
This guide is for users of the Allworx Verge IP 9308, 9312, and 9318Ex expander models.
Verge 9308 Verge 9312 Verge 9318Ex
(each)
Number of programmable buttons 81218
Sidecar Connectivity XX
Gigabit Ethernet XX
Contacts Support XXX
Reach Remote Control Support XXX
Bluetooth wireless technology
(Headset and Hands-Free Support)
X
Wireless Headset EHS Support XXX
Call Handoff XXX
Verge 9308 Verge 9312 Verge 9318Ex
Verge IP phone and stand XX
Handset with cord XX
Verge 9318Ex and stand X

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1.2 Guide Organization
This User Guide describes the operation, features, and configuration options of the Verge devices.
•Chapter 1 - information about this guide.
•Chapter 2 - overview of the Verge IP phone screen and buttons.
•Chapter 3 - managing calls.
•Chapter 4 - Verge IP phone features.
•Chapter 5 - settings.
•Chapter 6 - regulatory notices.
1.3 Equipment Requirements
The table below is a complete list of equipment, requirements, and additional documentation
necessary to perform all operations identified in this User Guide. All guides are available at
www.allworx.com.
Equipment Requirements
Allworx server Allworx System Software Version 8.2 or higher.
Supported Web
Browsers
• Microsoft Edge (latest release)
• Microsoft Internet Explorer 11 (latest release with auto upgrade enabled).
• Google Chrome (latest release).
• Mozilla Firefox (latest release).
Allworx My Allworx
Manager User Guide
The guide is specific to My Allworx Manager and describes the features within the application.
Allworx Interact and
Interact Professional
User Guide
The guide is specific to the Allworx Interact and Interact Professional application and describes
the features within the application.
Allworx Reach for
iOS User Guide
The guide is specific to the Allworx Reach for iOS smart phone app and describes the features
within the application.
Allworx Reach for
Android User Guide
The guide is specific to the Allworx Reach for Android smart phone app and describes the
features within the application.
My Allworx Manager
User Guide
The guide is specific to the Allworx My Allworx Manager PC application and describes the
features within the application.
Allworx Verge IP
Phone Series Function
Card
The guide is specific quick reference to the Verge IP phone functions.
Allworx Verge IP
Phone Series Quick
Start Guide
The guide is specific to installation and mounting of the Verge IP phones.

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Chapter 2 Overview
The Verge IP phone has a high-resolution, color screen; three soft keys; 8, 12, or 18 programmable
buttons; 10 function buttons; four navigation and select buttons, a multiple position tilt base (also wall
mountable) and Gigabyte Ethernet connectivity.

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2.1 Verge IP Phone Screen
The Verge IP phone screen displays visual cues (such as icons and colors) relevant to the user or phone
status, call status, programmable buttons, soft keys, and feature instructions that are each defined in
more detail in later sections of this document.
• Phone Status area - about the phone such as Bluetooth connectivity or user Presence/DND
status.
• Call Status area – about the call state:
• idle - user presence, caller ID name/number, missed call and/or message notifications.
• incoming or active call - contact image (if available), call status, caller ID name / number,
call duration.
• programmable buttons - about contacts, appearances, and access to phone features.
• Soft Keys - manage the Verge IP phone or call. The soft key names and behaviors are dependent
on the current phone state.
• Feature Instructions - directions to complete a specific task (not shown in example below).
In addition to English, the Verge IP phone supports Canadian French and Castilian Spanish on the
phone screen. Contact the Allworx Server Administrator to configure the phone screen to display the
preferred language; users cannot change the phone display language within the Verge IP phone
Settings menu.
Verge IP phone screen example:
Phone Status Area
Call Status Area
Soft Keys
Programmable Buttons Area

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2.1.1 Phone Status Area
The status bar displays the current date/time and icons about the phone and user state. Verge IP
phone status area examples:
Verge IP phone series phone status area icons:
2.1.2 Call Status Area
During an active call, the Call Status area displays information of the current phone call status. If there
is no active call, the Call Status area identifies the assigned Allworx user’s current presence, caller ID
name and number, and the number of missed calls and/or new message (if available). If there is an
active call, the Call Status area displays the contact image (if available), the call status (active call, on
hold, call ended etc), the caller ID name/number, and the current call status duration.
Contacts locked. Contacts unlocked.
Bluetooth disconnected. Bluetooth connected.
Do Not Disturb activated. Reach Remote Control, Interact, or Allworx
TAPI is connected and controlling the
Verge IP phone.
Presence - On Vacation. Presence - On Business Trip.
Presence - Away. Presence - Busy.
Presence - At A Meeting. Presence - At Home.
Phone Status Icons
Phone Status Gray Background
User Available
User Status Icons
Phone Status Yellow Background
User Unavailable
Call Status Area - Idle Screen Call Status Area - Active Call Screen
Missed Calls/Messages Icons
Call Status: Outgoing

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Verge IP phone series call status area icons:
2.2 Programmable Buttons
The Verge 9308 IP phone has 8 programmable buttons, and the Verge 9312 IP phone has 12
programmable buttons. Additionally, the Verge 9312 IP phone supports connecting up to three Verge
9318Ex Expanders (18 programmable buttons each) to support up to 66 programmable buttons. Verge
IP phone users with permissions can assign features to the available programmable buttons for
customized functionality. Contact the Allworx Server Administrator to enable the permissions, if
necessary. To manage the programmable buttons, see “Programmable Buttons” on page 73 for more
information. The available programmable buttons include:
Allworx User and System Contact badge. Allworx User Contact avatar, if no image is
available.
Allworx System Contact - example:
conference room.
Allworx System Contact - Auto Attendant.
Allworx System Contact - Door Relay. Allworx System Contact - Conference
Center.
Allworx System Contact - Email Alias (only
available in Visual Voice Mail Center)
Allworx System Contact - Message Center
(Voicemail).
Personal Contact or incoming caller avatar,
if no image is available.
Allworx Public Contact avatar.
Messages Available. Missed Calls.
Number of missed calls and/or messages
badge. Call Status - Outgoing call.
Call Status - Incoming call
• Appearance • Emergency Alert • Hot Desk* • Queue Alarm
• Bluetooth Hands-Free* • Function*
• Flash
• Headset
• Park
• Redial
• Release
• Line Appearance • Queue Appearance
• Busy Lamp Field (BLF) • Messages • Ring Group
• Call Appearance • Unassigned* • Schedule
• Call Supervision • Park Monitor Set • Shared Call Appearance
• Contacts* • Push to Talk
* User assignable . See “Programmable Buttons” on page 73 for more information.

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Verge IP phone series programmable button icons:
2.3 Soft Keys
The Verge IP phones each have three soft keys, which initiate actions; therefore, the names and
behaviors of the soft keys are dependent on the current phone screen. If more soft keys actions are
available, the rightmost soft key displays the More icon. Press the More ( ) function button to see the
additional soft keys. The functionality of each soft key is explained in the appropriate section of this
guide.
Verge IP phone series soft key icons:
Appearance is idle. Allworx User Contact has DND activated or
only agent logged in ACD Queue.
Allworx User Contact or appearance is
active on another phone, ACD agent not
logged In, or Hot Desk log in is available.
Appearance is ringing (blinking) or
appearance is active (solid).
Allworx User Contact has Do Not Disturb
activated.
Schedule - Night Mode active.
Schedule - Day Mode active. Line Appearance - Call parked.
Shared Call Appearance - Shared Hold. Shared Call Appearance - Bridged Hold.
Presence - On Vacation. Presence - On Business Trip.
Presence - Away. Presence - Busy.
Presence - At A Meeting. Presence - At Home.
Messages button.
Soft Key - Cell Phone Dialing (if enabled). More soft keys available.
Manage Contact Status - Make contact a
favorite.
Manage Contact Status - Remove contact
favorite.

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2.4 Function Buttons
The Verge IP phones have 10 function buttons, which are dedicated physical buttons used to perform a
single phone function. The functionality of each function button is explained in the appropriate section
of this guide.
2.5 Navigation Buttons
The Verge IP phones have four navigation buttons - up, down, left, or right navigation buttons to scroll
through the various phone screen listings (press and hold to quickly scroll). On some phone screens,
the left navigation button serves as a backspace and erases the previously entered information while
the right, up, or down navigation buttons move to another field to enter additional information.
Additionally, a select button is available to choose an option or to open a new screen that provides
more context of the highlighted option.
Verge IP phone navigation/select buttons:
Icon Button Function Icon Button Function
Contacts Visual or Audio Voicemail
Presence / DND Intercom
Transfer Hold
Mute Headset
Speaker Phone More soft key options available
Navigate Left Navigate Right
Navigate Up
Navigate Down
Select Button

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2.6 Keypad
The Verge IP phone dialpad is available to dial phone numbers or to enter PIN numbers where required
such as Message Center, Call Queues/ACD Queues, and Hot Desk logins as well as to enter text to
manage contacts or perform a search. See “Phone Keypad Presses” on page 83 for more information
about entering text from a keypad.
2.7 Volume
The Verge IP phone volume control button adjusts the volume of the incoming ring, handset, speaker
phone, and the headset. The phone automatically saves any adjustments to any of the volume settings.
Press the volume control bar – (decrease) or + (increase) to adjust the audio level. The phone screen
displays which audio path is being adjusted.
• Incoming calls ring volume - prior to lifting the handset or turn on the speaker phone.
• All other volumes - pick up the handset or turn on the speaker phone or headset.
Alternate: Phone Preferences menu - see “Volume” on page 72 for more information.
2.8 Sleep Mode
A Verge IP phone time-out state after remaining idle for a specified period (default is 2 minutes). The
Verge IP phone displays the date/time, number of missed calls and new messages, caller ID name /
number, and the Allworx logo. The attached sidecars go blank during Sleep Mode. See “Phone
Preferences” on page 44 for more information on Sleep Mode. If the Verge IP phone does not register
with the server while in sleep mode, a red icon ( ) displays on the screen. If this happens, contact the
Allworx Server Administrator as the Verge IP phone is unable to place or receive calls.
To exit the Sleep Mode, press any Verge IP phone button to display the Idle screen, except for the
following buttons:
• Contacts*, Messages, or Presence function button opens the respective screen.
• Intercom function button accesses the Intercom appearance.
• Headset or speaker phone function button, keypad button or lifting the handset accesses
the call appearance programmable button and begins dialing the phone number.
• Volume Control button opens the Ringer Volume screen.
* If the Personal Contacts is set to Restricted (Settings > Phone Preferences > Personal Contacts),
Allworx users cannot immediately access the Personal Contacts. To unlock the Personal Contacts on the
Idle screen, tap the More Function button ( ) > (locked contacts) and enter the assigned
credentials. Press the Done soft key when complete. The Verge IP phone returns to the Idle screen, and
the Allworx user can access the Personal Contacts. The Personal Contacts remain available until the
Verge IP phone enters the Sleep mode.

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Verge IP phone Sleep Mode screen example: