Midco Polycom VVX 500 User manual

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Hosted Phone
Quick Start Guide
Get the most out of our Hosted Phone service
with these handy instructions for the Polycom
VVX 500 and VVX 600 phones.

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Contents
Equipment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Touchscreen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Microphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Ringtones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Phone Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6
Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Voicemail. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Online Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Helpful Tools and Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
My Account and Bill Pay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Policies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
24/7 Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

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Make the Right Connection
Thanks for choosing Midco for your business hosted phone service!
Your experience with this service matters to us. We hope you find this
quick start guide is a helpful tool to get you going with this service.
We have even more tips and tools at Midco.com/Business/Support,
where you can learn more about dierent features, read common
questions and answers, and get tips about your services.
We’re also available every day to answer your business phone
questions at 1.800.888.1300.

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Equipment
Touchscreen
Your phone is enabled with a touchscreen display, which is similar to a cell phone
or tablet screen. Here are a few tips for using your touchscreen:
• Tap to select and highlight screen items on your touchscreen.
• To scroll, touch the screen and swipe your finger up, down, right or left.
• To go back to a previous screen,
tap Back.
To enter data in your phone, use
one of the following methods:
• Use the onscreen keyboard by
tapping the keyboard softkey.
To type other characters,
tap Encoding or Mode.
• Use the dial pad buttons by
pressing a dial pad button
repeatedly to view the character
options. Stop to select. To
type other characters, use
the 1, *, 0and #buttons.
Volume
You can easily adjust the ringer or call volume on your phone.
• To change the call volume, press the plus or minus toggle buttons during a call.
• To change the ringer volume, press the plus or minus toggle buttons when
the phone is idle or ringing.
Microphone
Although the microphone picks up your voice, you can mute your microphone so
others cannot hear you when you’re using the handset, headset or speakerphone.
• Press the mute button so other parties can’t hear you.
• Press the mute button again to unmute.
1. Reversible tab
2. Speaker
3. Dial pad buttons
4. Security slot (on side)
5. Microphone
6. Volume buttons
7. Mute button
8. Speakerphone button
9. Headset button
10. Touchscreen
11. Home button
12. Message waiting indicator
13. USB port
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Do Not Disturb
If you have a service that supports Do Not Disturb, disable ringing and forward
all your calls directly to voicemail.
To enable or disable ringing, tap DND from the Home or Lines view. When it is
enabled, the DND icon displays in the status bar and beside the appropriate
line key.
If you have a VVX 600 phone, you can tap the DND icon to disable
Do Not Disturb.
Ringtones
To change your incoming call ringtone:
1. From the Home view, select the Settings softkey.
2. Tap Basic, and then Ring Type.
3. Select the line you’d like to have a special ringtone,
and then choose the associated ringtone.
To set dierent ringtones for dierent contacts:
1. Navigate to your contact directory, and tap the contact you want to edit.
2. Tap the Edit button, and then update the contact’s ring type.
3. Tap Save.

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Features
Phone Views
Your phone has four main views on its screen.
Lines View
This default view displays phone lines,
favorites and soft keys. You can access
this view at any time. If your phone is idle:
• Tap the phone line to access the dialer.
Home View
With this view, icons display on the screen to help you access phone functions.
You can access this view by pressing the Home button.
• Swipe to display more icons.
• Touch and hold the page indicator at the bottom of the screen to display
more or fewer icons.
Active Call View
If your phone has one active call, you
can access this view, which shows you
the call you’re on and how long you’ve
been on the phone.

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Calls View
You can access this view if your phone
has one or more active calls. The color
of the call on your screen indicates the
status of the calls.
• Dark green is an active call.
• Dark blue marks incoming and held calls.
• Bright green shows the active call is highlighted.
• Bright blue indicates the incoming or held call is highlighted.
Tap a call to highlight it. The soft keys alongside your phone display screen
control the highlighted call.
To change views:
• Press the Home button for the Home view.
• From the Home view, press the Home button to alternate between the
Home and Lines views.
• If you have one or more calls, press the Home button to switch between
the Home view and the Calls or Active Calls.
• To switch between the Lines view and either Calls or Active Call view,
swipe the screen.
• From the Home view, tap the phone line to display your phone lines
and favorites. To go back, tap Close.

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Calls
Only one call can be active at one time. You can use the handset, speakerphone
or headset for calls.
• During a call, you can change modes by picking up the handset or by
pressing the speakerphone or headset button.
• If you navigate away from your call(s) during a call, tap the Return to Calls
button on your screen to see the Active Calls or the Calls view again.
Your phone supports wired and wireless headsets, including electronic
hookswitch (EHS) headsets. VVX 600 phones also support Bluetooth headsets.
To place a call:
Choose one of these options.
• Pick up the handset, press the
speakerphone button, or select the
headset button. Enter the phone
number, and tap the green
phone softkey.
• From the Lines view, tap the phone
line you want to use. Enter the phone
number, and tap the green phone softkey.
• From the Home view, tap New Call, enter the phone number and tap the
green phone softkey.
• To quickly place a call, tap a recent call or a Favorite contact from that list,
or tap a contact’s phone number in the contact directory.
• If you have the extensions dialing feature enabled, select from these options:
• If you’re placing a call within your organization, dial
the extension number of the individual you’re calling.
• For a local call, enter 8 + the seven-digit phone number.
• For a long-distance call, enter 8 + 1 + the 10-digit phone number.
If a long-distance forced authorization code is required, you
will be prompted to enter it.

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To answer a call:
1. Press the speakerphone button, or tap
the Answer softkey on your screen.
2. Pick up the handset.
3. Press the headset button.
4. Tap Answer while you’re on an active
call. The current call will be held.
To end an active call:
Choose one of these options.
• Hang up the handset.
• Press the speakerphone button
• Select the handset button.
• Tap End Call on your screen.
To put a call on hold:
• From the Lines, Calls or Active Call view, tap Hold. If you’re in the Calls view,
remember to highlight the call first.
• To resume a held call, navigate to the Calls or Lines view, and tap Resume.
To end a held active call:
1. Navigate to the Calls view, and highlight the held call.
2. Tap Resume, and then tap End Call.
To ignore or silence a call:
• Press the Ignore softkey to ignore a call on individual lines.
• Press the Silence softkey to silence a call on shared lines.
Your phone will still display the incoming call notification in the event
you wish to answer the call.
To reject a call:
From the incoming call window, press Reject to send a call directly to
your voicemail. You can also reject an incoming call from the Lines or Calls
views. You cannot reject calls on shared lines.

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To view recent calls:
From the Home view:
1. Tap Directories.
2. Tap Recent Calls to view your recent calls.
3. Tap the zigzag arrows button to sort and order the calls, tap the Filter
button to display only certain calls, or tap a call record to call the number.
To place a conference call:
You can make conference calls with up to six participants. There are multiple
options to connect to a conference call.
• When no call is connected yet:
1. Call the first party.
2. After the call connects, tap Confrnc.
3. Dial and connect with the second party, and tap Confrnc again.
4. Tap End Call to end the call.
• When you have an active call and a held call, tap Join to set up a
conference call.
To manage a conference call:
From the Lines or Calls view:
• Tap Hold to hold all participants.
• Tap End Call to remove yourself from the call but keep the other
participants connected.
• Tap Manage to manage each participants.
• Tap Split to end the conference and hold all participants.

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To transfer a call:
You can transfer a call to another party in three dierent ways:
• Blind (Cold) Transfer: Transfer a call directly to another
party without consulting or introducing the caller.
• Semi-Attended Transfer: Transfer a call when receiving the ring-back.
• Attended (Warm) Transfer: Transfer a call with prior consulting or an introduction.
For a a blind (cold) transfer:
1. From the Calls view, press the Transfer softkey or the transfer button.
2. Dial the party you wish to receive the transferred call.
3. Press Transfer while the phone is ringing.
For semi-attended or attended (warm) transfer:
1. From the Calls view, press the Transfer softkey or the transfer button.
2. Dial the party you wish to receive the transferred call.
3. When ready, press Transfer to complete the call.
To transfer a call to another party when there are two calls on the handset:
1. Place the first call.
2. Put the first call on hold, and place the second call.
3. Select the call you want to transfer.
4. Press Options and then Call Transfer.
5. The screen will display the target phone number that will receive
the transferred call. Press Transfer to connect the parties.
To forward a call:
You can forward incoming calls to another person without answering the call.
1. From the Home view, select the Forward softkey.
2. Select the forwarding type you want: Always, No Answer or Busy.
3. Enter the forwarding number, and press Enable.
To disable call forwarding:
1. From the Home or Lines view, tap Forward.
2. Choose which forwarding type (Always, No Answer or Busy)
you’d like to disable, and then press the Disable softkey.

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Call Park
The call park feature allows you to put a call on hold at one phone and
continue the conversation from another phone.
To park a call:
1. While on the phone, press Hold.
2. Press Park.
3. Dial the seven-digit number of the phone where you want to park the call.
• If you have four-digit dialing enabled, enter the last four digits of the
phone number to park the call.
4. Press End Call.
To retrieve a parked call:
1. From the idle screen, press the Retrieve softkey.
2. Dial the seven-digit number of the phone.
• If you have four-digit dialing enabled, enter the last four digits of
the phone number.
3. Press the green phone softkey.
Paging
If enabled, paging lets you make announcements to groups of people
through the phones, similar to a PA system.
To page a group:
1. On the Lines view, press the Paging softkey.
2. Scroll to the group you wish to page, and press Page.
Emergency and Priority groups will page over existing calls.

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Contacts
To view your contact directory:
Use one of these options.
• From the Home view, tap Directories.
• Tap Contact Directory.
To add a contact to your directory:
1. Navigate to your contact directory, and tap the + button.
2. Enter the contact’s information, and press Save.
• SIP Address: This is the primary phone number you want to call.
• If you have four-digit dialing enabled, you must enter the
leading digit into the contact’s phone number. For example:
• 8.1.701.555.3312 for a long distance call
• 8.555.3312 for a local call
• Favorite Index: Make your contact a favorite, so you can
speed dial this contact.
• Ring type: Apply a unique ring to a favorited phone number.
• Divert Contact: Add a number to which you want to divert the
caller, such as your cell phone or another oce number.
• Auto Divert: Automatically divert the caller to another number.
• Auto Reject: Automatically send caller to voicemail.
• Watch Buddy: Monitor the status of internal users and phones.
The busy lamp field (BLF) allows for this same functionality.
To update contact information:
1. Go to your contact directory, and tap the contact.
2. Tap the pencil softkey to make an edit.
3. Update the contact’s information, and then tap Save.

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To dial a contact from your directory:
1. Tap a contact in your contact directory.
2. If multiple phone numbers are available, go to the contact’s
information screen. Tap the contact’s phone number.
To delete a contact:
1. Tap the contact in your contact directory.
2. Tap the trash icon to delete the contact.
3. Tap Yes to confirm.
To search for a contact:
1. Go to your contact directory, and tap Search.
2. Enter your search criteria, and tap Search again.

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Favorites
If you want quick access to a contact, set them up as a Favorite. A smaller list
of Favorites displays in the Lines view, and when you tap the phone line from
the Home view. A green star next to a contact indicates they are a Favorite.
To view your favorites list:
1. From the Home view, tap New Call.
2. Tap Favorites.
To make a contact a Favorite:
1. Navigate to your contact directory, and tap the contact.
2. Tap Add to Favorites.
3. Tap Yes to confirm.
To reorder your Favorites list, update the contact’s Favorite Index number
in the contact directory.
To dial a Favorite contact:
1. Navigate to your Favorites list, or to the Home or Lines view.
2. Tap the favorite contact you want to call.

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Voicemail
To access your voicemail messages:
1. Choose one of these ways to access
your voicemail from your phone.
• Dial 611.
• From the Home view, tap
Messages and then Message Center.
2. If your phone has multiple lines, the Line Select screen displays. Use the
up and down arrow buttons to select the line with new messages.
3. Follow the prompts. If requested, enter your mailbox number and
password, and then press #.
• The mailbox number is the 10-digit phone number.
• The default password is 0000.
To access the Main Menu from another phone:
1. Dial your business phone number or 1.877.556.0241.
2. Press *while your greeting is playing.
3. Enter your mailbox number, which is your 10-digit phone number.
4. Enter your password, and then press #. (Default password is 0000.)
Main Menu Options
• Press 1to retrieve messages:
• Press 1to go to new messages.
• Press 2to go to saved messages.
• Press *to return to the Main Menu.
• Press 7to hear the current date and time.
• Press 9for your mailbox setup menu.

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Options While Listening to Messages
• Press 1 to play a message.
• Press 2 to save a message and go to the next one.
• Press 3to delete a message and go to the next one.
• Press 4to save a message as new.
• Press 7to back up three seconds.
• Press 8to pause or continue message.
• Press 9to go forward three seconds.
• Press *to return to the Main Menu.
Setup Menu Options
• Press 1for greetings options.
• Press 1to listen to your greeting.
• Press 2to save your greeting to activate it.
• Press 3to delete your greeting.
• Press 4to record your greeting.
• Press *to return to the mailbox setup menu.
• Press 2to change your password.
• Enter your new password followed by #. Your password can be
up to 16 digits long. Be sure to make note of your new password
for future reference.
• Re-enter your new password to verify it.
• Press 4to enable/disable auto login.
• Press *to return to the Main Menu.

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Online Resources
Helpful Tools and Tips
Your experience with Midco matters to us. We want to help you get the most
out of your services. We oer many helpful tools and resources for you
at Midco.com/Business. Check it out today!
Midco.com/Business/Support — Visit our online library of helpful tools and
information for you, including the most commonly requested resources.
Get help with your equipment, troubleshooting and more.
Midco.com/Business/Shop — Look around in Shop for some of our most
basic services, but for more advanced services or changes, contact
your Midco sales consultant.
My Account and Bill Pay
Midco.com/Business/MyAccount
• View and pay your bill online. You can even set up one-time or recurring
payments, and view your statements and payment history.
• Sign up to receive email updates about your business account — and
text updates about service maintenance.
Policies
Midco provides hosted phone service to our customers subject to
policies established for the protection of our users, our company and our
communities. Visit Midco.com/Legal, which include these and others:
• Acceptable Use Policy
• Phone Service Terms and Conditions
• Cable, Internet and Phone Subscriber Privacy Notice
• Online Privacy Policy
24/7 Support
Have a question? Let us know! Reach out to us around-the-clock at
1.800.888.1300. We also oer customer service by email, live online chat
and social media, and at our local Customer Experience Centers during
regular business hours. Just visit Midco.com/Business/Contact.

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© 2017 Midcontinent Communications. All rights reserved. Updated October 2017.