Polycom VVX410 User manual

Telstra VVX 410/VVX 411 Call Centre Phone Guide | August 2016 Page 1
Telstra VVX 410/VVX 411 Call Centre Phone Guide
If you are required to initially configure your
IP phone you will be advised of the
Username and Password. This information
only needs to be entered once via the
QSetup soft key.
Press the QSetup soft key
Navigate to and select the Server User field
Enter the Server User credentials (obtain this
information from Telstra.
This number will be your phone number)
Navigate to select the Server Password field
Press the Mode soft key and tap 123 (to select
numbers)
Enter the Server password (obtain this
information from Telstra)
Select the Save Config to Save the Config
You will now need to manually reboot the
phone
Press the Home button
Navigate to and select Settings
Select Basic, navigate to and
Select Restart Phone
Press the Yes soft key (to confirm)
Note 1: Restarting the phone may take a few
minutes
Note 2: If your phone has been preconfigured
the QSetup soft key will not be visible
Note 3: This is only required for phones that are
on DMS (Device Management System)
platform.
From the Home screen, navigate to and
Select Settings
Select Status
Select Platform
Select Application
Select Main
The Firmware Version will be listed on the
screen
Use the Page Indicator icon if there are
multiple pages to move through the pages
Alternatively, you can Swipe the screen to
display additional icons
New Call –Navigate to and select New
Call to display Dialler
From the Dialler, you can enter a number or
URL and place a call
From the Dialler, you can access the Directory,
Recent Calls and Favorites
Messages –Select Messages to access
your Voicemail Messages
The changes between the VVX 410 and the
VVX 411 is a simple hardware refresh.
There are no changes to the user
functionality. This Phone Guide is based on
Firmware version 5.4.1. Follow the
instructions listed below to check your
Phone Firmware version.
TIPT Call Centre is currently on R19.0.46 &
R19.0.41. Currently Internet Explorer and
Firefox are the only supported browsers.

Telstra VVX 410/VVX 411 Call Centre Phone Guide | August 2016 Page 2
Telstra VVX 410/VVX 411 Call Centre Phone Guide
Directories –Directories allow you to
view all the contacts in your Local Contact
Directory
From your Directory, you can add and search
for contacts, as well as quickly access the
Dialler, Recent Calls and Favorites
Forward - Allows you to enable/disable
your call forward always, no answer or busy
settings.
DND - Allows you to enable/disable Do
Not Disturb. Calls cannot be received when
enabled.
Settings –Select Settings to access
features and settings to customise your phone
Applications –Select Applications to
view custom applications configured by your
CGA
To enter the Home View main menu, press
To return to the Line View, press
To select a menu item,
press the Home button
scroll through the icons and select the relevant
option ie settings or directories by
pressing the Select button in the middle of the
Navigation button.
Scroll through the menu items using the down
arrow on the Navigation button and Press the
Select soft key.
To return to previous screen, Press the Back
soft key
The VVX 410/411 has four soft keys at the
bottom of the phone. The contact sensitive tabs
appearing on the screen relate to the relevant
soft key
During a call, press the to adjust the call
volume
While the phone is idle, to adjust the Ringer
volume, press the volume buttons.
Line View is your phones’default display.
Line View displays all your phone lines, your
favorites and soft key tabs.
If your phone is idle you can;
Press a line to access the Dialer
If your phone has calls, the phone line indicates
the number of calls you have, and if they are
active or held
An active call displays a green border
A held call displays as a red border
The Telstra VVX410/411, VVX500/501 and
VVX600/601 phones allow users with the
Premium Call Centre licence assigned to them
to utilise the additional specific agent/supervisor
call centre features on these phones via new
soft keys. Features such as signing in and out,
and selecting your Agent status are now
available to select on your soft keys.
Press the ASignin soft key
the top line (header) of the phone displays
Agent State: Available

Telstra VVX 410/VVX 411 Call Centre Phone Guide | August 2016 Page 3
Telstra VVX 410/VVX 411 Call Centre Phone Guide
Press the More soft key
Press the ASignOut soft key
Press the More soft key then the Unavailable
soft key
Enter an Unavailable code (if required) or
press 0for no code, press Select
Calls are not routed to the agent on their call
centre line while in the unavailable state. Calls
will still arrive on an agent’s non-call centre line
if they are on a call centre call.
If unavailable codes have been configured in
CommPilot, you can optionally add a code.
Press the More soft key then the Available soft
key
Call are routed to the agent on their call centre
line while in the available state Active Call View
An incoming call causes the phone to ring.
Queue information for an incoming call centre
all is automatically displayed
Press the Answer soft key to answer the
incoming call
OR
Lift the handset
OR
Press the Speaker or Headset button to answer
the incoming call
Enter the required number and press the Dial
soft key or lift the handset
OR
Lift the handset and enter the required number
Press #80
Dial the required number
The Call Centre number and not your personal
extension number is displayed to the called
contact
Press the Dial soft key
Lift the handset and enter the required number
by using the phone keypad
Enter a number
Press the Dial soft key
OR
With the handset on-hook, press the New Call
soft key, enter the phone number by using the
phone keypad

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Telstra VVX 410/VVX 411 Call Centre Phone Guide
Lift the handset OR
Press the Answer soft key
Or
Press the green flashing line button
This view displays the name and number of the
person you are talking with and the duration of
the call
From Active view you can, Hold, End Call,
Transfer or select the More soft key for
additional options
If you share a line with another phone, you can
answer calls as described above. If you answer
the call and place it on hold, anyone who shares
your line can resume the held call.
If the Call Waiting feature has been turned on,
while engaged in a call:
The Call Waiting tone indicates another call to
your line.
Press the Answer soft key to switch to and
answer the incoming call.
The initial call is automatically placed on hold.
By scrolling and selecting you can toggle
between the active and held calls.
Press the Resume soft key to resume your
conversation.
You cannot receive additional calls while both
lines are engaged.
Whilst on an active call
Press the Hold soft key
To return to the call
Press the Resume soft key
To make another call while the original caller is
on hold
Press the New Call soft key, enter the required
number
If multiple calls are on hold
Scroll to the call on hold and select it and press
the Resume soft key
To join all three parties onto an impromptu
conference call
With 2 calls in progress (1 call on hold and 1
call active)
Press the More soft key and then the Join soft
key
While Mute is activated, you can hear all other
parties, however they cannot hear you.
During a call press the mute button
(The mute button is illuminated in red)
To turn off mute, press the mute button
again
Disposition codes are additional codes that can
be applied to call centre calls to tag those calls
with additional information. Disposition codes
can be entered during a call or after a call.
Disposition codes need to be configured and
activated by your Customer Administrator in
order to use this feature.
Whilst in a call, select the More soft key then
the Disp Code soft key
Manually enter the code using the phone
keypad
Press the Enter soft key on the phone
Entering a disposition code does not impact the
ongoing phone call.
After a call is complete, select the More soft key
then the Disp Code soft key
Manually enter the code using the phone
keypad

Telstra VVX 410/VVX 411 Call Centre Phone Guide | August 2016 Page 5
Telstra VVX 410/VVX 411 Call Centre Phone Guide
Press the Enter soft key on the phone
If the disposition code is not accepted the agent
will hear an announcement advising them the
code is not accepted.
Hang up the handset OR
Press the End Call soft key
Blind Transfer enables you to transfer a call to
another party without announcing the call prior
to transfer.
During a Call press the Transfer soft key
Enter the transfer destination number
Press the Transfer soft key.
Your call will be transferred automatically
Consult Transfer enables you to transfer a call
to another party with consultation.
During a Call press the Transfer soft key
Enter the transfer destination number
When the party answers, announce the call
Press the Transfer soft key again to complete
the transfer.
If the party refuses the call (prior to completing
the transfer)
Press the Cancel soft key to be returned to the
original caller.
Using the Emergency feature allows a 3-way
call to be set up with a Supervisor, Agent and
caller.
Whilst in a call
Press the More soft key twice then the
Emergcy soft key
Enter the phone number of a Supervisor into the
Emergency Escalation field.
Press the Enter soft key to establish the
3-way call.
Note: If the agent (initiator) hangs up the
handset all parties will be disconnected.
The Escalate function enables an agent to
consult with a supervisor whilst placing the
original caller on hold. All 3 parties (caller,
agent and supervisor) can then be joined into a
3 way conference call.
Whilst in a call, press the More soft key then the
Escalate soft key
The first available supervisor (if multiple
supervisors are assigned to the call centre) is
automatically called
When the Supervisor answers, press the More
soft key then the Join soft key
Note: If the agent (initiator) hangs up the
handset all parties will be disconnected.
Whilst in a call, pressing the Trace soft key
sends a call trace request to the Application
Server
Entering a call trace request does not impact
the ongoing phone call.
After a call is terminated, selecting the More
soft key then the Trace soft key sends a call
trace request.
An announcement acknowledges the success
or otherwise of the trace request being
accepted

Telstra VVX 410/VVX 411 Call Centre Phone Guide | August 2016 Page 6
Telstra VVX 410/VVX 411 Call Centre Phone Guide
Note: You must be assigned the
Customer Originated Trace service to use
this capability. This service must also be
previously arranged with Telstra
When configured by the Customer Group
Administrator, after call termination, the agent
will automatically be placed into the Wrap-up
state for the duration of the wrap up time.
The text “Wrap-up” will appear at the top of the
screen of the phone.
This will disappear after the wrap up timer has
expired.
The handset does not require a Wrap-up soft
key or configured speed dial.
A Supervisor has the following additional call
centre features available; Silent Monitoring,
Night Service Manual Override
Activation/Deactivation, Forced Forwarding
Activation/Deactivation. These features do not
have soft keys assigned to them. A supervisor
uses Feature Access codes to activate them.
There are 3 Call forward options which can be set
from your handset using either soft keys or Feature
Access Codes; Call Forward Always, Call Forward
No Answer, Call Forward Busy.
To forward all your calls to another number.
Press the Forward soft key
Select Always
Enter the required number to forward your calls
to
Press the Enable soft key
An arrow is displayed on the phone
screen next to your phone number.
Press the Forward soft key
Select Always
Press Disable
To forward your calls to another number if not
answered after a specified number of rings
Press the Forward soft key
Scroll to No Answer and select
Enter the required number to which to forward
your calls
Scroll to the Forward After Rings field and
enter the required number of rings (20 rings is
the default)
Press the Enable soft key
Press the Forward soft key
Select Call Forward No Answer. Scroll and
select No Answer.
Press the Disable soft key
To forward your calls to another number if you
are engaged on a call
Press the Forward soft key
Scroll down and select Busy
Enter the required number to which to forward
your calls
Press the Enable soft key
Press the Forward soft key
Scroll down and select Busy
Press Disable soft key
Call Forwarding is not available on Shared
Lines
When you enable Do Not Disturb (DND),
you prevent your phone from ringing. All
incoming calls are sent directly to
voicemail. All calls received while DND is
enabled, will be displayed in your Recent
Calls list
From Line View
Press the Do Not Disturb soft key
The Do Not Disturb icon displays on screen
when enabled.
Or
From Home View
Select DND icon
From Line View
Press DND soft key, and DND is disabled.
Or
From Home View

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Telstra VVX 410/VVX 411 Call Centre Phone Guide
Select DND
The Do Not Disturb Service has been turned
off.
While engaged in one call:
Press the More soft key and select the
Confrncn soft key
Enter the required number or extension of the
second party
When the call connects
Press the More soft key and select the Join soft
key
All parties are connected in a three-way
call.
To end the conference
Press the End Call soft key
Note: If either of the other two parties hang up,
your call with the remaining party stays intact. If
you hang up, the other two parties will be
disconnected
Note: There can be a maximum of 3 parties on
a conference call, unless you have the
Executive service pack which has the N-Way
feature which enables a total of 8 parties on a
Conference call.
To add a contact:
Press Home and select the Directories icon
Select Contact Directory
Press the Add Soft key
Enter first name, scroll down and enter last
name. Scroll down to the contact field and
enter the numbers
Select Save soft key
From Home View
Select Directories
Select Contact Directory, scroll to the required
contact
Highlight required contact
Press the Info soft key and Press the Edit soft
key. Make the required changes and press the
Save Soft Key.
From Home view select Directories
Select Contact Directory. Scroll to select the
contact
Press the More soft key and press the Delete
soft key.
The screen will display the message “are you
sure you want to delete the contact?” Press
Yes or No.
Your phone maintains lists of Missed, Received
and Placed calls. Each list can hold up to 100
entries
Missed Calls
Received Calls
Placed Calls
From Line View
Use the Navigation button to access and view
the Call List:
Press the right Arrow to view placed calls
Press the downward arrow to view missed calls
Press the upward arrow to view favorites
Press the left arrow to view received calls
Highlight the call list and select the More soft
key
Press the Clear soft key
A menu will display listing all Calls, Missed
Calls, Received Calls, Placed Calls, Displayed.
Scroll onto the required list and press the Select
soft key.
From Line View
Hold down a spare line button
Enter the First Name
Using the down arrow on the navigation button,
scroll down
In the Contact field, enter a phone number or
Feature Access Code
Press the Save soft key
To change your ring type:
From Home View
Navigate to and select the Settings icon
Select Basic
Scroll down and select Ring Type

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Telstra VVX 410/VVX 411 Call Centre Phone Guide
Scroll to select the Ring type option
Press the Play soft key to listen to the tune
Press the Back soft key three times to return to
the Home view screen
From the Home View screen select the
Settings icon
Select Basic
Scroll down and select Backlight Intensity
Select Backlight On Intensity and choose
either High, Medium or Low
Select Backlight Idle Intensity and choose
either High, Medium or Low
Or
Select Maximum Intensity
Select the Up or Down soft key to adjust the
intensity
Press the Back soft key to return to the
previous screen
You can connect an Analogue headset to your
phone. When the headset button is pressed it
illuminates green. All calls received will be
answered through the headset. When the
headset is activated, Mute and Volume will take
effect on the headset device.
You set up your phone so that all incoming and
outgoing calls use your headset. At any time
you can switch to handset or speaker mode
From the Home Screen
Select Settings icon
Select Basic
Select Preferences
Scroll down and select Headset...
Select Headset memory...
Scroll down and select Enabled
Press the Home button to return to the home
screen
To access Headset memory mode, press the
headset key twice.
The headset button will flash when enabled
If your phone is unable to perform certain tasks,
a warning icon will display in the status
bar. The warning icon lets you know that your
phone has one or more issues that you should
know about. Contact your Customer Group
Administrator to advise them of this issue.
From Line view press the voicemail icon
to access voicemail
Or
From the Home view select the Messages icon
and select Message Centre...
Enter a passcode, when prompted; after your
initial login you will need to change your
passcode.
It is essential your passcode be changed for
security reasons. It is important to keep your
new passcode private.
Record your name when prompted
Press the hash key (#)
Follow the prompts to save the recording, or re-
record your name
Press the Messages button,or dial the
Voice Portal extension.
Enter your passcode followed by the hash key
(#).
Press 1
Press 1 again
Press the Messages button or dial the
Voice Portal extension.
Press the star key (*) during the greeting.
Enter your mailbox ID (your extension).
Enter your passcode followed by the hash key
(#).
Dial the Voice Portal phone number.

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Telstra VVX 410/VVX 411 Call Centre Phone Guide
Enter your mailbox ID (your extension) followed
by the hash key (#).
Enter your passcode followed by the hash key
(#).
1... Access your Voice Mailbox
2... Change your CommPilot Express profile†
3... Go to the Greetings Menu
4... Change your Call Forwarding options
6... Make a Call
8... Change your passcode
9... Exit the Voice Portal
#... Repeat this menu
†... Only available if assigned.
Press the Messages button
Enter your passcode and press #
Press 3 to access your Greetings menu
Press 2 to change your Mailbox Busy greeting
1... Record your Name
2... Change your conference Greeting
*... Go back to previous menu
#... Repeat menu
Change your mailbox No Answer greeting
Tap the Messages icon
Enter your passcode and press #
Press 1 to access your voice mailbox
Press 3 to change your Mailbox No Answer
greeting
1... Record new No Answer Greeting
2... Play current Greeting
3... Revert to system default Greeting
*... Return to Voice Messaging main menu
#... Repeat menu
Your phone may indicate you have Voicemail
messages by the following:
A message counter in the Home View
A message icon in the status bar
If you have more than one message, the icon
will display a counter indicating the number of
messages
A message icon also scrolls under the Date and
Time display
Press the Message Button (this will direct
you to your voicemail, where you will follow the
prompts to retrieve your messages
Or
From Home View select the Message icon
Select Message Centre (this will direct you
to your voicemail, where you will follow the
prompts to retrieve your messages
1... Listen to your messages
2... Change your mailbox Busy greeting
3... Change your mailbox No Answer greeting
5... Compose and send a new message
7... Delete all messages
8... Modify the message deposit settings for
your mailbox
*... Go to the CommPilot Voice Portal
#... Repeat this menu
New messages flagged as urgent are played
first.
The message envelope for each message is
played first (time and date, sender if known),
followed by the message itself.
Use your keypad as follows to browse your
messages (you can interrupt the message or
envelope to perform any function):
1
2

3
4

5

6

7
ERASE
8
CALL
BACK
9
MORE
OPTIONS
*
BACK TO
MAILBOX
0
#
#... Save this message
7... Erase this message
2... Repeat this message

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Telstra VVX 410/VVX 411 Call Centre Phone Guide
4... Return to previous message
5... Play the message envelope
6... Go to the next message
8... Call back the caller
9... Hear additional options
*... Go back to the previous menu