AT&T Voice DNA User manual

AT&T Voice DNA Quick
Reference Guide — Polycom
Telephones and
Speakerphones
WELCOME
Welcome to the AT&T Voice DNASM Quick Reference
Guide for Polycom Telephones and Speakerphones. This
guide contains the key information you need to get started
with AT&T Voice DNASM and your Polycom Internet
Protocol telephone. For more detailed information please
see the AT&T Voice DNASM User Guide.
AT&T VOICE DNA FEATURES AND YOUR POLYCOM
TELEPHONE
A
T&T Voice DNA service is feature rich. In many cases it is
like other telephone services. The following outlines how to
use the most popular features of the AT&T Voice DNA
service. This guide will address the features supported by
the following models: Polycom telephones 330/320, 601/650
and Speakerphone 4000.
In some cases, the same feature can be accessed in more
than one way. This Quick Reference Guide concentrates on
how to use the buttons and softkeys on your Polycom
phone. For a full explanation of how all options and features
work, see the AT&T Voice DNA User Guide.
Your telephone may have additional features such as
Directory or Speed Dial buttons. Ask your AT&T Voice DNA
A
dministrator how to obtain a copy of the user guide for your
telephone or visit http://www.polycom.com.
Comments about your AT&T Voice DNA Administrator
refer to the person or group who manages the AT&T Voice
DNA service for your company.
TELEPHONE BUTTONS AND SOFTKEYS
On your Polycom phone, you will see the standard
telephone button keypad and a few additional buttons (e.g.,
Hold).
The telephone also contains softkeys located below the
Liquid Crystal Display (LCD). Unlike the other hard buttons,
the softkeys will change at times. A label appears above
each of the softkeys defining their function at a given time.
In this Quick Reference Guide, we will refer to the label
appearing above the softkey when a softkey function is
needed. Standard hard ke
y
swill be referred to as buttons.
Version 1.0 — November 30, 2008
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Making Calls
DIALING BASICS
A
s with most telephones, you can dial the telephone number
after hearing a dial tone.
Pickup the handset:
zPress any assigned line key,
zor press the New Call softkey,
zor press the speakerphone button,
zor press the headset button; then
When you hear the dial tone, enter the number of the
person you want to call, and press the Dial softkey.
Or, wait a few seconds and your call will be dialed.
Unlike standard telephones, you need not hear a dial tone
to complete a call. So, you can also: Pickup the handset and
press the Dial softkey,
zor press the speakerphone button
zor press the headset button; then
Enter the telephone number of the person you want to call
and press the Dial softkey.
INTERNAL CALLS
If you are calling an employee of your company and they
are on your AT&T Voice DNA service, you can dial their
extension or 10 digit telephone number.
Your AT&T Voice Administrator can tell you whether
extensions for other AT&T Voice DNA users in your
company are the last 3, 4, or 5 digits of their 10 digit
telephone numbers.
Internal Calls.
Step Description
1Enter the extension of the employee you want
to call.
2Press the Dial softkey or wait a few seconds
and the call will be dialed automatically.
INTRA-COMPANY CALLS
If you are calling an employee of your company, they are on
your AT&T Voice DNA service, but are not at your location,
you can dial their extension or their 7 or 10 digit telephone
number.
Your AT&T Voice Administrator can tell you the On-Net
Prefix for dialing other employees. Then enter only those 4,
5, 6 or 7 digits. These will be the final digits of their 10 digit
telephone numbers.
OUTSIDE CALLS
If the person you are calling is not within your company, the
A
T&T Voice DNA service complete the call like other
telephone systems.
You will need to dial an Off-Net Prefix (e.g., 9) for outside
numbers. The rules for dialing these numbers are the same
as for any other telephones in your area:
a. Local Calls may be dialed with either their 7 or 10
digit telephone number, depending on the dial plan
of your local telephone company.
b. Long Distance Calls within the US, Canada and
selected other countries, are dialed with 10 digits.
You may, but need not, enter a 1 in front of dialed
numbers for these calls.
c. International Calls must be preceded with 011 as
well.
Intra-Company Calls.
Step Description
1Enter the On-Net Prefix
2Enter the abbreviated number of the person you
want to speak with.
3Press the Dial softkey, or wait a few seconds
and the call will be dialed automatically.
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Making Calls (Contd)
LOCAL CALLS
LONG DISTANCE CALLS
SPEED DIAL
You can dial numbers by pre-configuring the Speed Dial
numbers using two-digit codes.
The AT&T Voice Administrator can create up to 30
commonly-used telephone numbers. These numbers are
given codes of 21 through 49.
These speed dial codes may be used from any telephone in
the company.
You may create up to 20 additional speed dial codes
through your AT&T Personal Web Portal.
Local Calls.
Step Description
1Enter the off-net prefix (e.g., 9).
2Enter the 7 or 10 digit number of the person you
want to call.
3Press the Dial softkey.
Long Distance Calls.
Step Description
1Enter the off-net prefix (e.g., 9).
2Enter the 10 digit telephone number of the
person you want to call.
3Press the Dial softkey.
Speed Dial.
Step Description
1Press the *key.
2Enter the two-digit code (e.g., 24) for the
number to be dialed.
3Press the Dial softkey, or wait a few seconds
and the call will be dialed automatically.
LAST CALL RETURN
If you missed a call, you can automatically return the last
incoming call.
In order to re-dial last incoming call, the caller must not have
blocked their Caller ID.
AUTO CALL BACK BUSY
If you call a telephone number that is busy, AT&T Voice
DNA can check the busy number for up to 30 minutes and
then notify you when the telephone number is free, call you
back, and then complete the call.
Auto Call Back Busy must be invoked immediately after a
call was found to be busy and will only return calls to other
users of your AT&T Voice DNA service.
Last Call Return.
Step Description
1Enter *69.
2Press the Dial softkey to return the last
incoming call.
Note: When using a * command, you must
press the Dial softkey. Waiting a few seconds
will not cause the call to be completed.
Turn On Auto Call Back Busy.
Step Description
1When a busy signal is heard, end the call, and
then enter *66
2Press the Dial softkey.
3A voice prompt confirms that Auto Call Back
has been activated.
4When the other line becomes free, you will
receive a ring tone. Answer your phone and you
will be connected to the called party.
Turn Off Auto Call Back Busy.
Step Description
1Enter *86
2Press the Dial softkey.
3A voice prompt confirms that Auto Callback
has been deactivated.
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Managing Calls
LAST NUMBER DIALED
If the person you called did not answer, you can place
another call to the last number dialed by entering *00 and
then press the Dial softkey.
This redials the last number that you dialed.
END A CALL
To end a call, you may hang up, or you can instruct the
telephone to end the call and br ready toplace another.
To Hang Up:
Place the telephone handset into its holder.
on Model 4000 speakerphones, you can also press the oval
button that has a picture of a handset being placed down.
End a Call to Place Another Call:
Press the End Call softkey.
Last Number Dialed - Models 320 and 330.
Step Description
1Press the Dial softkey.
2Use the ↓button until you highlight the name
and number you want to redial.
3Press the Dial softkey again.
Last Number Dialed - Models 601, 650 and 4000.
Step Description
1Press the Redial button.
CALL HOLD / RESUME
A
s with other phones, you can place other callers on hold
and then later resume the call.
To place a caller on hold, press the Hold softkey. The word
Hold will appear in the LCD window.
To resume a call that was on hold, press the Resume
softkey.
Put a Call On Hold.
Step Description
1Press the Hold softkey. The word Hold will
appear in the LCD window.
Resume a Call.
Step Description
1Press the Resume softkey. The word Hold
disappears from the LCD window.
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CALL WAITING DEACTIVATE / ACTIVATE
While on a call, you may see a new caller's ID (name and
telephone number) appear in your telephone's LCD
Window. This indicates that you have Call Waiting.
If you do not answer the second call and have voicemail, the
second call is routed to your Voicemail.
If you do not want to be notified of callers who are waiting,
and want all calls to go to voicemail, you can Deactivate
Call Waiting. Then, if you have voicemail, all calls will
automatically go to your voicemail.
When you want to be informed of incoming calls again, you
can Activate Call Waiting.
Call Waiting Deactivate.
Step Description
1When not on a call, enter *70
2Press the Dial softkey.
3A voice prompt confirms Call Waiting as been
deactivated.
Call Waiting Activated.
Step Description
1Enter *70
2Press the Dial softkey.
3A voice prompt confirms Call Waiting has been
activated.
CALLER ID BLOCK / UNBLOCK
When a caller has Caller ID activated on their telephone,
you will see their telephone number and name in your
telephone's LCD window. Similarly, if you have Caller ID
activated, your number and name will appear in the LCD
window of their telephone when you make a call to them.
For calls outside of your company, you can block your Caller
ID from appearing on their telephone for this call by entering
*67 along with the dialed number.
Your AT&T Voice Administrator can set your service so that
Caller ID will not appear for calls outside of your company. If
want your Caller ID to appear on a per call basis, enter *82
along with the dialed number.
Your AT&T Voice Administrator may prohibit you from
Blocking your Caller ID.
Caller ID Block.
Step Description
1Enter *67
2Enter the telephone number of the person you
are calling.
3Press the Dial softkey.
Caller ID Unblock.
Step Description
1Enter *82
2Enter the telephone number of the person you
are calling.
3Press the Dial softkey.
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MULTIPLE LINE APPEARANCES
Your Polycom telephone can support up to two line
appearances. The buttons along the left side of the LCD
window show the last four digits of the telephone number
associated with each line appearance.
Different Telephone Numbers: The buttons can support
two different telephone numbers. Press a line key to answer
or place a call on the line associated with that number.
Multiple Appearances of the Same Number: The same
telephone number may appear twice. Placing one Hold
allows you to speak with the caller without hanging up on
the other caller.
Bridged Line Appearances are instances in which the
same telephone number appears on more than one
telephone. When a call is received to a telephone that has a
Bridged Line Appearance, all telephones that have that
appearance will ring at the same time.
Be sure you select the correct line appearance when
answering or invoking a feature for a particular line.
Your AT&T Voice Administrator determines how many line
appearances appear on your telephone, the numbers that
appear, possible business line appearances, and their
order.
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CALL TRANSFER
Call Transfer allows you to transfer a call to another
telephone. There are two forms of Call Transfer:
zBlind Transfer will ring at the other telephone as if
it were the original number dialed. If the dialed party
does not answer within two minutes, the call will be
return to your telephone.
zConsultative Transfer allows you to speak with the
person to whom you are transferring the call before
the transfer is completed. If the third person does
not answer or does not want to take the transferred
call, you can hang up and still talk with the first
caller.
The number of the third party may be any 10-digit number.
They do not have to use AT&T Voice DNA.
This feature must be assigned to you by your AT&T Voice
DNA Administrator.
Blind Transfer (Models 320, 330, 601 and 650).
Step Description
1During the call, press Transfer or Trans
softkey.
2Enter the telephone number to which the call
will be transferred.
3After the phone rings at least once, press the
Transfer or Trans softkey. The call is released
from your telephone.
Consultative Transfer (Models 320, 330, 601 and 650).
Step Description
1During the call, press the Transfer or Trans
softkey.
2Enter the telephone number to which the call is
to be transferred.
3Press the Trans softkey.
4Wait for the transfer recipient to answer and
inform them that you want to transfer a call.
5Press the Transfer or Trans button again. The
call is released from your phone.
CANCEL CALL TRANSFER
To cancel the Transfer: Press the Cancel softkey. The
original call will then be resumed.
Blind Transfer (Model 4000).
Step Description
1During the call, press More softkey.
2Press Trnsfer softkey.
3During the call, press the Blind softkey.
4Enter the telephone number to which the call
will be transferred.
5After the phone rings at least once, press the
Trnsfer softkey.
Consultative Transfer (Model 4000).
Step Description
1During the call, press the Trnsfer softkey.
2Enter the telephone number to which the call is
to be transferred.
3Wait for the transfer recipient to answer and
inform them that you want to transfer a call.
4Press the Trnsfer softkey.
Cancel Call Transfer.
Step Description
1During the call, press the Cancel softkey. The
original call will then be resumed.
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Rerouting Calls
CALL FORWARD
Call Forward allows you to forward calls to a previously
entered number. The forward-to number may be any 7 or
10-digit or extension within your company. It may not be an
A
T&T Voice DNA number.
You can enter Call forwarding options either the Voice DNA
Personal Web Portal or through the telephone handset.
There are three type of Call Forwarding:
Call Forwarding Unconditional means that all calls to your
telephone will be routed to the number you entered. This is
also referred to as send all calls.
Call Forwarding Busy means that is a call comes in while
you are talking with someone else, the incoming call will be
routed to the number you entered.
Call Forwarding No Answer means that if you do not
answer the incoming call, that call will be routed to the
number you entered.
This feature should not be used when you have voicemail.
Turn On Call Forward Unconditional.
Step Description
1When your telephone is idle, enter *72
2Enter the telephone number to which the calls
will be forwarded.
3Press the Dial softkey.
4A voice prompt confirms Call Forwarding has
been activated.
Turn Off Call Forward Unconditional.
Step Description
1Enter *73
2Press the Dial softkey.
3A voice prompt confirms Call Forwarding has
been deactivated.
CALL FORWARD NO ANSWER
Call Forward No Answer allows you to redirect all calls
when you do not answer.
CALL FORWARD BUSY
Call Forward Busy allows you to forward all incoming calls
when busy to another number.
Turn On Call Forward No Answer.
Step Description
1When your telephone is idle, enter *92
2Enter the telephone number to which the calls
will be forwarded.
3Press the Dial softkey.
4A voice prompt confirms Call Forward No
Answer has been activated.
Turn Off Call Forward No Answer.
Step Description
1Enter *93
2Press the Dial softkey.
3A voice prompt confirms Call Forward No
Answer has been deactivated.
Turn On Call Forward Busy.
Step Description
1When the phone is idle, enter *62
2Enter the telephone number to which the calls
will be forwarded.
3Press the Dial softkey.
4A voice prompt confirms Call Forward Busy
has been activated.
Turn Off Call Forward Busy.
Step Description
1Enter *63
2Press the Dial softkey.
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Account Codes/Call Lists
ACCOUNT CODES
A
n Account Code may be used to identify calls to an
outside number. This code will appear in the Call Detail
Reports that allows the call information to be used for other
reasons, e.g., account codes can be used to identify all calls
to a specific client so the client can be billed accordingly.
Account Codes can be Optional or Mandatory. In both
cases they are entered as a single dial string made up of
*50, followed by the account code, followed by the
telephone number of the person you are calling.
If Account Codes are Mandatory and one is not entered,
the call will not be completed.
Mandatory Account Codes.
Step Description
1Enter *50.
2Enter the Account Code.
3Press the Dial softkey.
4Enter the telephone number of the person you
are calling..
5Press the Dial softkey again. If no Account
Code is entered, or an incorrect code:
1. The call Will Not be completed.
2. A voice prompt will inform you that an
Account Code was not entered.
3. You must end the call and dial again
with a proper code.
Optional Account Codes.
Step Description
1Enter *50
2Enter the Account Code.
3Press the Dial softkey.
4Enter the telephone number of the person you
are calling.
5Press the Dial softkey again.
DO NOT DISTURB
If you do not want to receive any calls, you can set the Do
Not Disturb option.
If you have voicemail, all incoming calls will be routed to
your voicemail.
Enable Do Not Disturb (Models 320, 330 and 4000).
Step Description
1Press the Menu softkey.
2Press ↑and ↓until Features is highlighted.
3Press the →button.
4Press ↑and ↓until Do Not Disturb is
highlighted.
5Press the →button.
6Press the Menu softkey again. Do Not Disturb
will appear in the LCD window.
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Account Codes/Call Lists (Contd)
Disable Do Not Disturb.
Step Description
1Press the Menu softkey.
2Press ↑and ↓until Features is highlighted.
3Press the →button.
4Press ↑and ↓until Do Not Disturb is
highlighted.
5Press the →button.
6Press the Menu softkey again. Do Not Disturb
will no longer appear in the LCD window.
Enable Do Not Disturb (Models 601 and 650).
Step Description
1Press the Do Not Disturb button.
2Press the Menu softkey again. Do Not Disturb
will appear in the LCD window.
Disable Do Not Disturb.
Step Description
1Press the Do Not Disturb button.
2Press the Menu softkey again. Do Not Disturb
will no longer appear in the LCD window.
Enable Do Not Disturb (Model 4000).
Step Description
1Press the Menu button.
2Press the Feature softkey.
3Press the Select button.
4Press the Do Not Disturb softkey.
5Press the Menu button. Do Not Disturb will
appear in the LCD window.
Disable Do Not Disturb.
Step Description
1Press the Menu button.
2Press the Feature softkey.
3Press the Select button.
4Press the Do Not Disturb softkey.
5Press the Menu button. Do Not Disturb will no
longer appear in the LCD window.
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CALL PARK / CALL PICKUP
Call Park allows you to forward a call to another person or
yourself at another telephone. You must enter an extension
where the call is to be Parked.
Enter the abbreviated extension number of the other
telephone, not its full 10-digit number.
The call must be Picked Up at the other telephone.
Calls may only be transferred between AT&T Voice DNA
telephones.
If the call is not answered within two minutes, AT&T Voice
DNA will return the call to the original telephone.
This feature must be assigned to you by your AT&T Voice
DNA Administrator.
Park a Call (Models 320, 330 and 4000).
Step Description
1During a call, press *98.
2Enter the extension number of where the call
will be parked.
3Press the Dial softkey.
Pick Up a Parked Call.
Step Description
1While the phone is ringing, press *98.
2Enter the extension number of where the call
will be parked.
3Speak with the calling party.
Park a Call (Models 601 and 650).
Step Description
1During a call, press More softkey.
2Press the Park softkey.
3Enter the extension number of where the call
will be parked.
4Press the Park softkey again.
Pick Up a Parked Call.
Step Description
1Pick up the handset, and press the →softkey.
2Press the Pickup softkey.
3Enter the extension number of where the call
will be parked.
3Press the Rtrieve softkey.
3Speak with the calling party.
Park a Call (Model 4000).
Step Description
1During a call, press More softkey.
2Enter the extension number of where the call
will be parked.
4Press the Park softkey twice.
Pick Up a Parked Call.
Step Description
1Press the PickUp softkey.
2Enter the extension number of where the call
will be parked.
3Press the Rtrieve softkey twice.
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Advanced Features
CALL PICKUP
You can answer an incoming call ringing at an extension in
your Group by pressing the *53 softkey and then the
extension number of the phone that is ringing.
If the call group is set to the default of none, anyone in the
company with the call group of none can pick up the call.
Enter the extension number of the other telephone, not its
full 10-digit number.
This feature must be assigned to you by your AT&T Voice
DNA Administrator. The Administrator may restrict your
ability to Pickup calls to those only in your Group.
INTERCOM CALLING
You may contact another user of AT&T Voice DNA in your
company and give them a quiet voice message, without
requiring them to pick up their telephone's handset.
The other person will not be able to speak with you over the
intercom. They must dial you in a separate call.
This is not the same as using the overheard intercom
system used by some companies. If your company also has
that form of intercom service, ask your AT&T Voice
A
dministrator how to use the intercom service.
Call Pickup.
Step Description
1Enter *53 followed by the extension number that
is ringing.
2Press the Dial softkey.
Intercom Calling.
Step Description
1Lift the handset and enter *96 button.
2Enter the extension number of the person to
whom you want to talk.
3Press the Dial softkey.
4You will hear a soft beep, then you may leave a
message for the person.
REJECT A CALL
If you do not want to answer a call while it is ringing, you
may reject the call.
If you have voicemail, the call is routed to your voicemail.
Refuse a Call (Models 320, 330, 601 and 650).
Step Description
1While your phone is ringing, press the Ignore
softkey.
2If you have voicemail, the call is routed to your
voicemail. If you do not have voicemail, the
caller hears ringing followed by a busy signal.
Refuse a Call (Model 4000).
Step Description
1While your phone is ringing, press the Silence
softkey.
2If you have voicemail, the call is routed to your
voicemail. If you do not have voicemail, the
caller hears ringing followed by a busy signal.
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Automated Call Distribution Features
CALL DISTRIBUTION QUEUE LOGIN
If your telephone is part of a "call center" or "contact center"
you must login and make yourself "available" before you can
receive or place any calls. To do this, you must have two
peoces of information:
The User ID - the last four digits of the phone number of the
Call Distribution module.
Password - Your AT&T Voice DNA Administrator can tell
you the digits that make up the password.
Your phone's LCD window will show you the phone's status.
When you are ready for calls, the phone will read
AVAILABLE. When you are on a call the phone will read
UNAVAILABLE.
Login (Models 320/330).
Step Description
1Press the Menu button.
2Select Features.
3Select ACD Login/Logout.
4Select Login.
5Enter your User ID.
6Press the OK softkey.
7Press the ↓softkey.
8Enter the Password (if required).
9Press the OK softkey.
10 Press the Menu button.
11 Press the Yes softkey.
12 Press the Menu button. In the LCD window, a
solid head icon will be displayed.
CALL DISTRIBUTION QUEUE LOGIN (CONTD)
Logout (Models 320/330).
Step Description
1Press the Menu button.
2Select Features.
3Select ACD Login/Logout.
4Press the Menu button. In the LCD window the
outline of a head is no longer displayed.
Make Yourself Available (Models 320/330).
Step Description
1Press the Menu button.
2Select Features.
3Select ACD Login/Logout.
4Select Available.
5Press the Menu button again. Unavail will be
displayed in the LCD window.
Make Yourself Uvailable (Models 320/330).
Step Description
1Press the Menu button.
2Select Features.
3Select ACD Login/Logout.
4Select Unavailable.
5Press the Menu button again. A flashing Xwill
be displayed over the head icon in the LCD
window.
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Automated Call Distribution Features (Contd)
CALL DISTRIBUTION QUEUE LOGIN (CONTD)
Login (Models 601/650).
Step Description
1Press the Menu button.
2Select Features.
3Select ACD Login/Logout.
4Press the Select softkey.
5Enter your User ID.
6Press the ↓button.
7Enter the Password (if required).
8Press the Login softkey. Avail will be displayed
in the LCD window.
Logout (Models 601/650).
Step Description
1Press the Menu button.
2Select Features.
3Press the Select softkey.
4Select ACD Login/Logout.
5Press the LogOut softkey.
6Press the Menu button again. Login will be
displayed in the LCD window.
Make Yourself Available (Models 601/650).
Step Description
1Press the Menu button.
2Select Features.
3Select ACD Availability.
4Select Available.
5Press the Menu button again. Unavail will be
displayed in the LCD window.
AUTOMATED CALL DISTRIBUTION FEATURES
(CONTD)
Make Yourself Uvailable (Models 601/650).
Step Description
1Press the Menu button.
2Select Features.
3Select ACD Availablilty.
4Select Unavailable.
5Press the Menu button again. Avail will be
displayed in the LCD window.
Login (Model 4000).
Step Description
1Press the Login softkey.
2Enter your User ID.
3Press the Next softkey.
4Enter the Password (if required).
5Press the More softkey. LogOut and Avail will
be displayed in the LCD window.
Logout (Model 4000).
Step Description
1Press the LogOut softkey. Login will be
displayed in the LCD window.
Make Yourself Available (Model 4000).
Step Description
1Press the Unavail softkey. Avail will be
displayed in the LCD window.
Make Yourself Uvailable (Model 4000).
Step Description
1Press the Avail softkey. Unavail will be
displayed in the LCD window.
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marks contained herein are the property of their respective owners. The information in this document is provided by AT&T for informational purposes only.
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Automated Call Distribution Features (Contd)
REGISTER OR REBOOT THE PHONE
There will be occasions when you will need to reset your
phone so it can retrieve critical software updates and
configurations from the AT&T Voice DNA network. There
are three ways to do this:
zIf there are two wires connected to the telephone,
disconnect the power cord from the bottom of the
phone. Wait a few seconds, then plug it back in.
zIf there is only one wire running to the phone,
disconnect that wire. Wait a few seconds, then plug
it back in.
zOr, you can press certain buttons onthe phone.
Register or Reboot the Phone (Models 320/330 and 601/650).
Step Description
1Hold down the Volume Lower, Volume Higher,
Hold, and Speakerphone buttons at the same
time. The phone will make some sounds then the
Polycom logo is displayed in the LCD window.
when the LCD window returns to its nromal state,
the phone will again be operational.
Register or Reboot the Phone (Model 4000).
Step Description
1Unplug the power or Power-over-Ethernet
cables from the bottomof the phone.
AT&T Voice DNA Quick Reference Guide — Pol
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com Tele
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