Telstra VVX500 User manual

Telstra VVX 500/VVX 501 Call Centre Phone Guide | August 2016 Page 1
Telstra VVX 500/VVX 501 Call Centre Phone Guide
If you are required to initially configure you IP
phone you will be advised of the Username and
Password. This information only needs to be
entered once via the QSetup soft key.
Tap the QSetup soft key
Tap the Server User field
Enter the Server User credentials (obtain this
information from Telstra.
This number will be your phone number)
Tap the Server Password field
Tap the Mode soft key and tap 123 (to select
numbers)
Enter the Server password (obtain this
information from Telstra)
Tap Save Config to Save the Config
You will now need to manually reboot the phone
Press the Home button
Tap Settings
Tap Basic, swipe your finger up the screen and
Tap Restart Phone
Tap the Yes soft key (to confirm)
Note 1: Restarting the phone may take a few
15 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,
Tap Settings
Tap Status
Tap Platform
Tap Application
Tap Main
The Firmware Version will be listed on the
screen
Your phone has a touch-sensitive screen. To
access features or obtain information, tap the
menu items, soft keys (the keys along the
bottom of the touch screen) and field that
display on the touch screen
To access further screens, swipe the screen
(move your finger across the screen), either left
or right to display further screens.
Your VVX 500 Media phone supports a
Polycom USB camera
To enter the Home View main menu, press
To return to the Line View, press
To select a menu item, tap the menu icon
To select a soft key, tap the soft key
To select an option in a list, tap the option
To scroll through menu items listed on more
than one screen, touch the screen and drag
Slot on the back of your
phone for Polycom USB
camera
The changes between the VVX 500 and the
VVX 501 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.

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Telstra VVX 500/VVX 501 Call Centre Phone Guide
your finger in the required direction (Up, Down,
Left or Right)
OR
Swipe the screen, by moving your finger across
the screen in right to left or left to right motion to
display further screen options
To return to previous screen, tap Back
During a call, press the to adjust the call
volume
While the phone is idle, to adjust the Ringer
volume, press the volume buttons.
If you press and hold the page indicator,
Home View expands to display additional
icons
To hide the additional icons, press and hold
Alternatively, you can Swipe the screen to
display additional cons
New Call –Tap 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 –Tap Messages to access
your Voicemail Messages
Directories –Tap Directories 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
DialPad, Recent Calls and Favorites
Allows you to enable/disable your call
forward always, no answer or busy settings.
Allows you to enable/disable Do Not
Disturb. Calls cannot be received when
enabled.
Settings –Tap Settings to access
features and settings to customise your phone
Applications –Tap Applications to view
custom applications configured by your CGA
Line View is your phones default display.
Line View displays all your phone lines, your
favourites and soft keys.
If your phone is idle you can;
Tap a phone 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 bar
A held call displays with a red border
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 set up a Conference
Phone line
Favourites
Soft keys

Telstra VVX 500/VVX 501 Call Centre Phone Guide | August 2016 Page 3
Telstra VVX 500/VVX 501 Call Centre Phone Guide
Press the Home button to return to Line view
The Telstra VVX 410/411, VVX 500/501 and
VVX 600/601 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
Press the More soft key
Press the ASignOut soft key
Press the Unavai... soft key
Enter an Unavailable code (if required and
preconfigured by your Customer Group
Administrator)
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 Available soft key
Calls are routed to the agent on their call
centre line while in the available state
Press the (+) or (-) volume key to adjust the
volume to the desired level: on hook adjusts
ring volume; off hook adjusts handset/
headset/speaker
An incoming call causes the phone to ring.
Queue information for an incoming call centre
all is automatically displayed

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Telstra VVX 500/VVX 501 Call Centre Phone Guide
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
Tap
Enter the call centre number that you want to
use for the outbound call followed by the #
key.
The Call Centre number not your personal
extension number will be 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
Tap the Dial icon
OR
With the handset on-hook, tap the New Call
icon or New Call soft key, enter the phone
number by using the phone keypad
Lift the handset OR
Tap the Answer soft key
OR
If you share a line with another phone, you can
answer calls as described above, or you can
wait for someone else to answer the call. If you
answer the call and place it on hold, anyone
who shares your line can resume the held call.
Whilst in an active call
Tap the Hold soft key
To return to the call
Tap the Resume soft key
Tap the New Call soft key, enter the
required number
If multiple calls are on hold
Tap the call on hold to select it
Tap the Resume soft key, or press the Hold
button
To join all three parties onto an impromptu
conference call
With 2 calls in progress (1 call on hold and 1
call active)
Tap More
Tap Join
Disposition codes or wrap up 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
Tap the Enter soft key on the phone

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Telstra VVX 500/VVX 501 Call Centre Phone Guide
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
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
Tap the End Call soft key
If the Call Waiting feature has been turned on,
while engaged in a call:
Call Waiting tone indicates another call to your
line.
Tap the Answer soft key to switch to and
answer the incoming call.
The initial call is automatically placed on hold.
By tapping the screen you can toggle between
the active and held calls.
Tap the Resume soft key to resume your
conversation.
You cannot receive additional calls while
both lines are engaged.
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
Blind Transfer enables you to transfer a call to
another party without announcing the call prior
to transfer.
During a Call tap the Transfer soft key
Enter the transfer destination number
Tap the Transfer soft key.
Your call will be transferred automatically.
Using the Emergency feature allows a 3-way
call to be set up with a Supervisor, Agent and
caller.
Whilst in a call
Tap the More soft key then the Emergcy
soft key
Enter the phone number of a Supervisor into
the Emergency Escalation field.
Tap 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

Telstra VVX 500/VVX 501 Call Centre Phone Guide | August 2016 Page 6
Telstra VVX 500/VVX 501 Call Centre Phone Guide
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
Note: You must be assigned the
Customer Originated Trace service to use
this capability.
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.
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.
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.
Tap the Forward soft key
Tap Always
Enter the required number to which to
forward your calls
Tap the Enable soft key
An arrow is displayed on the phone
screen next to your phone number.
Tap the Forward soft key
Tap Always
Tap Disable
To forward your calls to another number if not
answered after a specified number of rings
Tap the Forward soft key
Tap No Answer
Enter the required number to which to
forward your calls
Tap the screen to select the Forward After
Rings field and enter the required number of
rings (20 rings is the default)
Tap the Enable soft key
Tap the Forward soft key
Tap Call Forward No Answer
Tap Disable
To forward your calls to another number if you
are engaged on a call
Tap the Forward soft key
Tap Busy
Enter the required number to which to
forward your calls
Tap the Enable soft key
Tap the Forward soft key

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Telstra VVX 500/VVX 501 Call Centre Phone Guide
Tap Busy
Tap Disable
Call Forwarding is not available on Shared
Lines
When you enable Do Not Disturb (DND), you
prevent your phone from ringing and send all
incoming calls 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 the DND icon
From Line View
Press DND soft key, and DND is disabled.
Or From Home View
Select the DND icon
The Do Not Disturb Service has been turned off.
While engaged in one call:
Tap the Confrnc soft key
Enter the required number or extension of
the second party
Tap the Dial icon
When the call connects
Tap the Confrnc soft key
All parties are connected in a three-way call.
To end the conference
Tap the End Call soft key
Note: If either of the other two hangs 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.
If the Call Waiting feature has been turned on,
while engaged in a call:
Call Waiting tone indicates another call to your
line.
Tap the Answer soft key to switch to and
answer the incoming call.
The initial call is automatically placed on hold.
By tapping the screen you can toggle
between calls, tap the call that is on hold
Tap the Resume soft key to resume your
conversation.
If you do not want to answer the second
incoming call:
Tap the Reject icon (call will go directly to
Voice Mail)
OR
Tap Ignore soft key (this will re-direct call to
Voice Mail after a nominated amount of
rings)
OR
Tap Forward, then enter a number you
wish to forward the incoming call to, then tap
forward (incoming call will be forwarded to
nominated number)
You cannot receive additional calls while both
lines are engaged.
From Home View, tap Directories icon
Tap
Enter Contact details (in all required fields)
Tap Save soft key
From Home View, tap Directories icon
Tap the Search soft key
Use the key pad and search soft key to find
required contact (i.e. to access the letter b,
press the number 2 twice)
Click on contact
Tap Edit icon to access details for
editing
Tap Save soft key
From Home View, tap Directories
icon

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Telstra VVX 500/VVX 501 Call Centre Phone Guide
Tap the Search soft key
Use the key pad and Search soft key to find
required contact
Favourites are contacts in your contact directory
that you call most often. A maximum of 9,999
can be added
Tap a contact to display options
Tap Edit (pencil)
Scroll downwards to Favorite Index and
select
Tap Yes to select the default index number
displayed, or tap Edit Index to select your
own
Use the onscreen Keyboard to quickly update
field information:
From Home View, tap Directories
icon
Tap the +icon
Tap to display keyboard
Tap the characters you want to enter for the
first name
Tap the 
Tap the Contact field and enter the required
numbers
Tap the Save soft key
From Home View, tap Directories
icon
Tap the Search soft key
Use the key pad and search soft key to find
required contact (i.e. to access the letter b,
press the number 2 twice)
Select Delete icon
Tap Yes to confirm deletion
Your phone maintains lists of Missed, Received
and Placed calls. Each list can hold up to 100
entries
Missed Calls
Received Calls
Placed Calls
Tap History icon in active call view will
show call history starting from most recent
call
Select the Recent soft key
From recent call list, tap the information
icon next to a call record to display further
options:
Tap Dial to call the person
Tap to delete the call from the list
Tap to edit the phone number before
you dial the person
With the list on the screen
Tap the either or search icons
Tap required search field (Missed, Received
or Placed calls)
To change your ring type:
Tap Settings icon
Tap Basic
Tap Ring Type
Tap a ring type option
Tap the Play soft key to listen to the tune
Tap Backspace icon to return to the
idle screen
Tap Settings icon
Tap Basic
Tap Backlight Intensity
Tap Backlight On Intensity and choose
either High, Medium or Low
Tap Backlight Idle Intensity and choose
either High, Medium or Low
Tap Maximum Intensity

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Telstra VVX 500/VVX 501 Call Centre Phone Guide
Tap the Up or Down soft key to adjust the
intensity
Tap the Backspace soft key to return
to the previous screen
You can connect an Analogue and/or a USB
headset to your phone.
If headset is connected, glows.
If you use a headset, you can set up your phone
so that all calls use the Headset.
If you use a headset that supports electronic
hookswitch (EHS), you can press the
hookswitch button to place, answer and end
calls. In addition you may be able to Mute calls
and control volume from your headset
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
Tap Settings icon
Tap Basic
Tap Preferences
Tap Headset
Tap Headset memory
Tap Enabled soft key
Press
To access Headset memory mode, press
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 tap the icon to access
voicemail
OR
From the Home view tap the Messages icon
and tap Message Centre
OR
Dial the Voice Portal number (ask your
Group Administrator what this is)
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
Tap the Messages icon,or dial the
Voice Portal extension
Enter your passcode followed by the hash
key (#)
Press 1
Press 1 again
Tap the Messages icon 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.
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... Record your name
4... Change your Call Forwarding options
8... Change your passcode
9... Exit the Voice Portal
#... Repeat this menu
†... Only available if assigned.
Tap the Messages icon
Enter your passcode and press #
Press 1to access your voice mailbox

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Telstra VVX 500/VVX 501 Call Centre Phone Guide
Press 2to change your Mailbox Busy
greeting
1... Record your Name
2... Change your conference Greeting
*... Go back to previous menu
#... Repeat menu
Tap the Messages icon
Enter your passcode and press #
Press 1to access your voice mailbox
Press 3to 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
On the Status Bar, tap (this will direct
you to your voicemail, where you will follow
the prompts to retrieve your messages
OR
From Home View page tap
Tap 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
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