Poly CCX Series User manual

USER GUIDE 1.0 | December 2019 | 3725-49791-001A
Poly CCX Business Media Phones with Skype for
Business
Getting Help
For more information about installing, configuring, and
administering Poly/Polycom products or services, go to
Polycom Support.
Plantronics, Inc. (Poly — formerly Plantronics and Polycom)
345 Encinal Street
Santa Cruz, California
95060
© 2019 Plantronics, Inc. All rights reserved. Poly, the propeller
design, and the Poly logo are trademarks of Plantronics, Inc.
All other trademarks are the property of their respective
owners.

Contents
Before You Begin................................................................................................9
Audience, Purpose, and Required Skills.............................................................................9
Related Poly and Partner Resources..................................................................................9
Getting Started................................................................................................. 10
Product Overview of Poly CCX Business Media Phones.................... 11
CCX Phone Hardware Overview............................................................................12
Poly CCX 500 Business Media Phone Hardware........................................12
LED Indicators on CCX Series Phones....................................................... 13
Navigating Poly CCX Business Media Phones...................................................... 14
CCX Phone Screens................................................................................... 14
Icons and Status Indicators......................................................................... 15
Using a Phone as a Common Area Phone............................................................ 15
Enter Information Using the Onscreen Keyboard...................................................15
Logging In to and Locking Your Phone.................................................16
Signing In to Skype for Business on Poly CCX Business Media Phones.............. 16
Sign In Using Your Skype for Business User Credentials........................... 16
Sign in to Skype for Business on Your Computer Using BToE.................... 16
Sign In Using Your Skype for Business PIN Authentication........................ 17
Sign in to Skype for Business Using Web Sign In....................................... 17
Set the Time and Date Format.................................................................... 17
Sign Out of Skype for Business...................................................................18
Signing In to a Phone as a Guest User.................................................................. 18
Sign In as a Guest User Using User Credentials........................................ 18
Sign In as a Guest User Using PIN Authentication..................................... 19
Sign In as a Guest Using Web Sign In........................................................ 19
Sign Into Skype for Business as a Guest Using BToE on Your Computer.. 19
Locking Your Phone............................................................................................... 20
Set a Lock Code.......................................................................................... 20
Lock Your Phone......................................................................................... 20
Unlock the Phone........................................................................................ 21
Change Your Lock Code..............................................................................21
Reset Your Lock Code.................................................................................21
Disable Device Lock.................................................................................... 21
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Accessibility Features............................................................................ 22
Features for Hearing-Impaired Users.....................................................................22
Features for Mobility-Impaired Users..................................................................... 23
Features for Vision-Impaired and Blind Users........................................................23
Calling............................................................................................................... 24
Audio Calls...............................................................................................25
Placing Audio Calls................................................................................................ 25
Place an Audio Call..................................................................................... 25
Place an International Call...........................................................................25
Place a Call from Recent Calls....................................................................26
Place Calls to Skype for Business Contacts................................................26
Place a Skype for Business Audio Call over USB....................................... 26
Place a Call over Bluetooth......................................................................... 26
Call a Favorite............................................................................................. 27
Calling Contacts from the Directory.............................................................27
Place a Call from a Locked Phone.............................................................. 27
Placing Intercom Calls.................................................................................28
Redial a Number.................................................................................................... 28
Answering Audio Calls........................................................................................... 29
Answer an Incoming Call.............................................................................29
Answer a Call When in a Call...................................................................... 29
Answer Calls Automatically......................................................................... 30
Answer a Call on a Locked Phone.............................................................. 30
Answer an Intercom Call............................................................................. 30
Decline an Incoming Call........................................................................................30
End an Audio Call...................................................................................................31
Holding and Resuming Calls.................................................................................. 31
Hold a Call................................................................................................... 31
Resume a Call............................................................................................. 31
Transferring Calls................................................................................................... 31
Choose a Default Transfer Type..................................................................32
Transfer a Call ............................................................................................ 32
Transfer a Call using Consultative Transfer.................................................32
Cancel a Transfer........................................................................................ 32
Rejecting Calls with Do Not Disturb....................................................................... 33
Enable Do Not Disturb.................................................................................33
Disable Do Not Disturb................................................................................ 33
Contents
2

Forwarding Incoming Skype for Business Calls..................................................... 34
Simultaneously Ring a Group of Contacts...................................................34
Forward a Skype for Business Call to a Contact......................................... 34
Forward a Call to Voicemail.........................................................................34
Managing Multiple Calls......................................................................................... 35
Manage a Call from the Calls Screen..........................................................35
Mute the Microphones............................................................................................36
Unmute the Microphone......................................................................................... 36
Conference Calls..................................................................................... 37
Initiating a Skype for Business Conference Call.................................................... 37
Initiate a Skype for Business Conference....................................................37
Initiate a Conference Call during a Call....................................................... 37
Initiate a Group Conference Call................................................................. 38
Add Contacts to a Skype for Business Conference Call........................................ 38
Send Contacts Active Conference Information...................................................... 38
Viewing a List of Skype for Business Conference Participants.............................. 38
Exit the Participants List.............................................................................. 39
Return to the Participants List..................................................................... 39
Managing Skype for Business Conference Participants........................................ 39
Muting Conference Participants.................................................................. 39
Demote or Promote Conference Participants..............................................40
Enable and Disable Conference Announcements.......................................40
Remove Conference Participants................................................................40
Lock and Unlock a Conference Call............................................................ 41
Admit or Deny Participants to a Locked Conference Call............................41
Shared Lines............................................................................................42
Shared Line Limitations..........................................................................................42
Missed and Received Calls on Shared Lines.........................................................42
Hold a Call Privately on a Shared Line...................................................................42
Shared Line Appearance for Skype for Business...................................................43
Shared Line Appearance Limitations...........................................................43
Answering SLA Calls................................................................................... 43
Resume Held SLA Calls.............................................................................. 43
Boss-Admin for Skype for Business....................................................................... 44
Add Delegates............................................................................................. 44
View the Delegates Group...........................................................................45
Delete Delegates from Phone Local Interface.............................................45
Maximum Number of Boss Lines.................................................................46
View the Boss Group...................................................................................46
Contents
3

Set a Ringtone for Boss Calls......................................................................46
Edit the Delegates Group............................................................................ 46
Sort Boss-Admin Lines................................................................................ 47
Managing Calls on the Boss's Line..............................................................47
Join Conference Calls for a Boss................................................................ 50
Call Lists and Directories....................................................................... 51
Recent Calls........................................................................................................... 51
View Recent Calls........................................................................................51
Edit a Recent Call Entry.............................................................................. 51
Delete a Recent Call Entry.......................................................................... 52
Delete All Recent Call Entries..................................................................... 52
Local Directory....................................................................................................... 52
Search for a Local Directory Contact...........................................................52
Add a Contact to the Local Directory...........................................................53
View Contact Details....................................................................................53
Update a Local Directory Contact's Information.......................................... 53
Delete a Local Directory Contact.................................................................53
Local Directory Favorites........................................................................................53
Add Favorites.............................................................................................. 54
Remove a Favorite...................................................................................... 54
Corporate Directory................................................................................................ 54
Search the Corporate Directory...................................................................54
Perform an Advanced Search of the Corporate Directory........................... 54
Add Corporate Directory Contacts to the Contact Directory........................55
Skype for Business Contacts................................................................................. 55
Unified Contact Store.................................................................................. 55
View Skype for Business Contacts..............................................................56
View a Skype for Business Contact's Information....................................... 56
Update a Skype for Business Contact’s Information................................... 56
View Skype for Business Contact Groups...................................................57
Skype for Business Contact Presence Information..................................... 57
Search for Skype for Business Contacts..................................................... 57
Add Skype for Business Contacts to the Contact List................................. 58
Recording Audio Calls............................................................................59
Guidelines When Recording Calls..........................................................................59
Record a Call..........................................................................................................60
Pause a Recording.................................................................................................60
Resume a Recording..............................................................................................60
Stop Recording.......................................................................................................60
Contents
4

Browse Recorded Calls..........................................................................................61
Play a Recorded Call..............................................................................................61
Pause and Resume Played Recordings.................................................................61
Stop Playing a Recording.......................................................................................62
Rename a Recording............................................................................................. 62
Delete a Recording.................................................................................................62
Voicemail and Pages...............................................................................63
Access Skype for Business Voicemail Messages.................................................. 63
Managing Skype for Business Voicemail Messages.............................................. 63
Call a Contact from Voicemail..................................................................... 63
Delete Voicemail Messages........................................................................ 63
Mark Message as Read...............................................................................64
Receiving Messages with Group Paging................................................................64
Listen to a Page During an Active Call........................................................ 64
Receiving Pages When You're Not in an Active Call...................................65
Settings, Applications, and Accessories....................................................... 66
Poly CCX Business Media Phones Settings.........................................67
Password Required to Access Basic Settings........................................................67
Set the Language................................................................................................... 67
Time and Date Display........................................................................................... 68
Change the Time and Date Format............................................................. 68
Disable the Time and Date Display............................................................. 68
Backlight Intensity and Timeout..............................................................................68
Set the Backlight Intensity........................................................................... 68
Set the Backlight Timeout............................................................................69
Customizing Line Keys...........................................................................................69
Enable Line Key Customization...................................................................69
Insert an Empty Line Key............................................................................ 70
Clear a Line Key.......................................................................................... 70
Delete a Line Key........................................................................................ 70
Reset Customized Line Keys...................................................................... 70
Power-Saving Mode............................................................................................... 71
Change Your Office Hours for Power-Saving Mode.................................... 71
Change Idle Timeouts for Power-Saving Mode........................................... 71
Changing Audio Settings........................................................................................72
Change Incoming Call Notifications.............................................................72
Set a Ringtone for Incoming Calls............................................................... 72
Contents
5

Set a Ringtone for Individual Contacts........................................................ 72
Change the Volume..................................................................................... 73
Enable Acoustic Fence................................................................................73
Update Your Skype for Business Presence............................................................73
Adding a Profile Photo to Display on the Lock Screen...........................................73
Disable Hot Desking...............................................................................................73
Clear Call Logs and Contacts.................................................................................74
Restrict Call Log and Contact Uploads.................................................................. 74
Format Numbers.................................................................................................... 74
Using BToE to Manage Calls on Your Phone and Skype for
Business Client................................................................................... 75
Answer BToE Calls.................................................................................................75
Place BToE Calls....................................................................................................76
Pause and Resume BToE Calls............................................................................. 76
Move Call Audio between Your Phone and Computer........................................... 76
Using Bluetooth Devices on Poly CCX Phones................................... 77
Using Bluetooth Headsets......................................................................................77
Enable Bluetooth and Connect a Headset.................................................. 77
Managing Calls with Your Bluetooth Headset..............................................78
Pairing a Smartphone to Your Phone..................................................................... 78
Enable Bluetooth and Connect a Smartphone............................................ 78
Managing Calls with Your Smartphone........................................................79
Disconnect and Remove Your Bluetooth Device....................................................79
Edit Your Phone's Bluetooth Device Name............................................................ 80
DTMF Dialing......................................................................................................... 80
Play Audio from a Bluetooth Device.......................................................................80
Phone Applications.................................................................................82
Using the Calendar.................................................................................................82
Open the Calendar...................................................................................... 82
Navigate Day View...................................................................................... 83
Display Meeting View on the Calendar........................................................83
Return to Day View......................................................................................83
Meeting Reminders..................................................................................... 83
Joining Calendar Meetings.......................................................................... 85
View a Different Exchange Calendar ..........................................................85
View Meeting Details................................................................................... 86
Phone Accessories and Computer Applications................................. 87
Contents
6

Using a Headset with Your Phone..........................................................................87
Connecting a USB Headset.........................................................................87
Use Your Headset for All Calls.................................................................... 88
Reactivate Headset Memory Mode............................................................. 88
Using Electronic Hookswitch....................................................................... 88
Disconnect Your Headset............................................................................ 90
Connecting a Device using a USB Cable...............................................................90
Minimum Hardware and Software Laptop Requirements............................90
Connect a USB Device or Laptop................................................................91
Setting Your Phone as the Audio Device.....................................................91
Maintenance and Troubleshooting................................................................. 93
Maintaining Poly CCX Business Media Phones................................... 94
Clean the Touchscreen...........................................................................................94
Restart Your Phone................................................................................................ 95
Update the Phone's Configuration .........................................................................95
View Software Details.............................................................................................95
Updating Your Skype for Business Phone Software.............................................. 95
View Software Update Information.............................................................. 96
Update Your Skype for Business Phone Software...................................... 96
Update Skype for Business Software Later.................................................96
Reset the Phone to Factory Defaults..................................................................... 96
Troubleshooting...................................................................................... 97
Phone Can’t Connect to the Network or Repeatedly Restarts............................... 97
Warnings................................................................................................................ 98
Investigate Warnings................................................................................... 98
Remove Warnings....................................................................................... 98
Test the Hardware.................................................................................................. 98
Speakerphone........................................................................................................ 98
USB Port................................................................................................................ 99
Check the Status of the Calendar.......................................................................... 99
Troubleshoot Audio and Echo Issues.....................................................................99
Bluetooth Headset Issues...................................................................................... 99
Recording Issues and Solutions...........................................................................100
Better Together over Ethernet.............................................................................. 100
Troubleshoot the BToE Connector Installation.......................................... 100
Troubleshoot BToE Connector Start Issues...............................................101
Troubleshoot Pairing Your Phone with Your Computer............................. 101
Contents
7

Regenerate a Pairing Code for Manual BToE Pairing............................... 102
Login Credentials................................................................................................. 102
Contents
8

Before You Begin
Topics:
▪Audience, Purpose, and Required Skills
▪Related Poly and Partner Resources
This user guide helps you configure Poly settings available on your CCX business media phone when
running Microsoft Skype for Business.
This user guide supports the following Poly phones with Skype for Business enabled:
▪ CCX 500 business media phones
Audience, Purpose, and Required Skills
This guide is intended for Poly phone users running Skype for Business. Administrators and users can
refer to this guide to configure Poly settings available on the phone’s local interface.
Related Poly and Partner Resources
See the following sites for information related to this product.
▪ The Polycom Support Site is the entry point to online product, service, and solution support
information including Licensing & Product Registration, Self-Service, Account Management,
Product-Related Legal Notices, and Documents & Software downloads.
▪ The Polycom Document Library provides support documentation for active products, services, and
solutions. The documentation displays in responsive HTML5 format so that you can easily access
and view installation, configuration, or administration content from any online device.
▪ The Polycom Community provides access to the latest developer and support information. Create
an account to access Poly support personnel and participate in developer and support forums. You
can find the latest information on hardware, software, and partner solutions topics, share ideas, and
solve problems with your colleagues.
▪ The Polycom Partner Network are industry leaders who natively integrate the Poly standards-based
RealPresence Platform with their customers’ current UC infrastructures, making it easy for you to
communicate face-to-face with the applications and devices you use every day.
▪ The Polycom Collaboration Services help your business succeed and get the most out of your
investment through the benefits of collaboration.
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