Polycom VVX 311 User manual

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Polycom VVX 311 and VVX 411 – User Guide
What you need to know:
Learn the basics of using your Polycom VVX 311/411 desk phone.
Introduction
Learn the basics of using your Polycom VVX311/411 desk phone. The following topics will
help you with common questions related to using your Polycom phone. Please note: The
examples and screenshots below are using the VVX411 model; however, the instructions for
performing the tasks are the same across both the VVX311and VVX411 model phones
Phone Views
Your phone has three main Views: Home, Calls, and Lines view (the default). You can
access Home and Lines view at any time. If your phone has one or more calls, you can also
access Calls view. For Home view from any menu, select the Home key. Press the
Home key to alternate between Home and Lines view.
Home View – Home view displays icons you can select to access phone functions. You
can use the right, left, up and down arrow keys to display additional icons.

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Lines View – Lines view displays phone lines, favorites and softkeys. If your phone is idle,
you can press the Line key to access the dialer.
Calls View – If your phone has one or more calls, you can access Calls view.

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Call color indicates status:
Dark green – Active call
Bright blue – Incoming Call
Dark blue – Held call
Use the up and down arrow keys to select a call (highlight it). The soft keys control the
highlighted call.
Feature Keys
The feature keys are the ones that you will use most often. They include the following:
Home Key – Press the Home key from any screen to display the home view. From
the home view, press to display other phone views. If your phone is idle, press to
display the lines view.
Headset Key – This key enables you to place and receive calls through a headset.
The key glows green when an analog headset is activated. The key glows blue when
a USB or Bluetooth headset is activated.
Speakerphone Key – This key is used to place and receive calls using the
speakerphone. The key glows green when activated.
Mute Key – Use this key to mute local audio during calls and conferences. The key
glows red when activated.

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Entering Data*
Use the dial pad keys to enter information. To backspace, press the Backspace softkey.
*Note: If the phone reboots or receives a software update or new configuration, contacts
that were added to the physical phone will be lost. However, all changes made through
CCI Account Center and/or the User Portal will be applied each time the phone reboots.
To type with the dial pad keys, press the key repeatedly to view the character options and
stop to select. To type other characters, press Encoding or Mode. When using the dial pad
keys, use 1, *, 0 and # keys.
About 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 key or Headset key. If you navigate away from your call,
press the Home key to see Active Call or Calls view again.
Tip: Switching between Lines and Calls View
When in Calls view, switch to Lines view by pressing More and then Lines. Switch back to
Calls view by pressing More and then Calls.
Placing Calls
Insert text. Pick up the handset or press the Speakerphone key or Headset
key. Enter the phone number, and press Send.

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Or, enter the phone number first, then select the Dial softkey, pick up the handset or press
the Speakerphone key or Headset key.
From the Lines view, press the phone line key, enter the phone number and press Send.
Answering Calls
To answer with the speakerphone, select the Speakerphone key or tap the
Answer softkey.
To answer with the handset, pick up the handset. To answer with the headset, press the
Headset key.
Ending Calls
To end an active call, replace the handset, press the Speakerphone key or press the
Headset key. Or, select the End Call softkey.

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Hold and Resume
From the Calls view, highlight the call and then select the Hold softkey.
To resume a held call, select the Resume softkey.

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Call Transfer
Blind Transfer
A Blind (or unannounced) Transfer takes place when you transfer a call to someone else
without announcing the call first. To conduct a Blind Transfer, choose one of the following
methods:
Method 1:
1. While on an active call, select Transfer.
2. Then press the Blind softkey to select blind transfer.

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3. Enter the destination to which you wish to transfer the call.
4. Then select the Send softkey.
Method 2:
1. Press and hold Transfer, which selects blind transfer.

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2. Enter the destination to which you wish to transfer the call. Then tap the Send
softkey.
Consulted Transfer
A Consulted (or announced) Transfer is performed when you announce the call to the
recipient prior to transferring the call. To conduct a Consulted Transfer, follow these steps:
1. While on an active call, select Transfer.
2. Enter the destination to which you wish to transfer the call.
Then select the Send softkey. The caller is automatically placed on hold.

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3. Once the receiving party answers, announce the call.
4. To complete the transfer, select the Transfer softkey again, or simply hang up.
Direct to Voicemail Transfer
To transfer a call directly to voicemail, follow these steps:
1. While on an active call, select Transfer.
2. Then dial *55 and the extension.
3. When you hear the ring-back tone, select the Transfer softkey again.

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Call Park and Retrieve
To park an active call, follow these steps:
1. Select the Transfer softkey.
2. Enter *68 and then the extension you wish to park your call at or enter # to park it at
your extension. You will hear a message that your call has been parked.
Note: Only one call can be parked on an extension at any given time
To retrieve a parked call, pick up the handset and dial *88 plus the extension where the call
was parked followed by #. If the call was parked at your extension, dial *88#.

Phone to Phone Intercom
Lift the handset and dial *50 plus the users extension you want to intercom and press the
send softkey.
Note: Before Intercom will work, you must log into the voice portal to set up your push
to talk access list.
Call Forwarding
From the End User Portal
To forward your business phone to another number, follow these steps from the End User
Portal.
From the End User Portal (https://commportal.btel.com/) log in using your credentials
It should automatically open up with the Calling Features tab showing. Proceed to select
the type of Call Forwarding you would like to use. For this instance, we will want to use Call
Forwarding Always.
Switch to on and proceed to enter the number you wish all calls to be transferred to.
Usually this is usually your mobile phone number. When Finished, scroll to the bottom
and click Save.
Three-Way Conference Call
To initiate a conference call, follow these steps:
1. While on an active call, select the More softkey.
2. The select the Conference softkey. The first call is placed on hold

3. Enter the second number and tap the Send softkey.
4. When the second party answers, select the Conference softkey to connect the calls.
Viewing Recent Calls
From Lines view, do one of the following:
Press the A1 Home key, select Directories, and select Recent Calls to view
your Recent Calls list.
Press the right arrow key to view the recent Placed Calls.
Press the left arrow key to view the recent Received Calls.
Press the down arrow key to view the recent Missed Calls.
Press the up-arrow key to view Favorites.
From the Recent Calls list, press Sort to sort and order calls, press Type to display only
certain calls, or select a call record to call the person.

Contact Directory*
To view your Directory—Select Directories from Home view. Press Contact
Directory on the Directory screen.
To search for a contact—Navigate to your Contact Directory and press Search.
Enter search criteria and press Search.
To dial a contact from your Directory—Navigate to your Contact Directory and
select the contact. From the contact’s information screen, select the contact’s phone
number.
*Note: All Contacts should be entered from CCI Account Center or the web portal
(voice.consolidated.net).
How Do I Add a Contact to My Personal
Directory?
You can add a personal contact to your directory through the End User Portal. To do this,
follow these steps:
1. Navigate to the End User portal from your browser window. Proceed to enter your
Username and Password into the corresponding fields. Click Login.
2. Locate the Outgoing Calls section and locate Personal Phone List.
3. Click Edit.
4. Proceed to enter the Contacts Name in the Name Field and the Phone Number in the
Number field.
5. Click Add. Your contact will now be saved within your Personal Phone List.
6. Click Save.
You can also bulk add, by uploading a CSV spreadsheet. To do this:
1. Select Choose File.
2. Locate the file on your computer and click Open.
3. If successful, click on Upload, your contacts will now be uploaded to your Personal
Phone list.
4. Click Save.
How Do I Add a Contact to My Speed Dial ?
You can add a contact to your speed dial through the End User Portal. To do this, follow
these steps:
1. From the End User Portal, locate the Outgoing Calls section.
Locate the Speed Dial List.

2. Click Edit.
You can add up to 8 Speed Dials to your list. Within the Speed Dial window:
Please Note: In some cases, your End User portal will have a Speed Dial 100 option
in relation to Speed Dial 8. Speed Dial 100 enables you to have 100 contacts within
your Speed Dial at any given time. For this guide, we are showing you how to add
speed dials to the Speed Dial 8 option. However, the process is the same for both.
1. Enter the Phone Number and Contact Name in the corresponding fields in the spot
you wish it to appear within the speed dial list.
2. Repeat this step until you’re complete or have filled out the 8-speed dial spots.
3. Click Save.
Voicemail
Voicemail Setup –
To set-up your voicemail for the first time, press the Voicemail button or dial your
extension. Then, press the Connect softkey.
Enter your default passcode, followed by #. The system will ask you to enter your new
passcode. Enter your new passcode followed by #, then confirm your new passcode, once
again followed by #.
Next, the system will prompt you to record your first and last name, then press #. When
completed, press 1 to access the voice messaging main menu. From here, you can record
your greetings and retrieve voicemail messages.
Accessing Voicemail –
A red message waiting indicator light notifies you when you have a new voicemail message.
To check your voicemail, press the Voicemail button or dial your extension.
Enter your voicemail passcode followed by #. Follow the audio prompts to retrieve your
voicemail messages.
If you forget your voicemail passcode, please contact your System Administrator to have it
reset.
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Mute and Volume Control

Muting the Microphone –
During a call, select the Mute key so other parties can’t hear you. To disable mute,
select the Mute key again. This applies to calls using the handset, headset and
speakerphone.
Adjusting Volume –
To change the volume, select the Volume keys during a call. To change the ring volume,
select the Volume keys when the phone is idle or ringing.
Do Not Disturb
To enable or disable ringing, select DND from the Home or Lines view. When Do Not
Disturb is enabled the DND icon displays in the status bar and beside the appropriate line
key
Updating Ringtones
To change the incoming call ringtone, follow these steps:
1. From the Home view, select Settings.

2. Then select Basic.
3. Select Ring Type and the ringtone you want.
To set a ringtone for a contact, navigate to the Contact Directory and select the contact.
Press Edit, update the contact’s ring type and press Save.