- [**General Phone Functions**](#bkmrk-general-phone-functi-1) - Applies to anyone who is using a Polycom 331/350 phone. - **[Extended Agent Functions](#bkmrk-extended-agent-funct)** - Applies to those running a call center Intellasoft setup, these functions are specific to Agents. The **General Phone Functions** also apply. - [**Extended Supervisor Functions**](#bkmrk-extended-supervisor-) - Applies to those running a call center Intellasoft setup, these functions are specific to those in a Supervisory role. The **Extended Agent Functions and General Phone Functions** also apply.

Agent	Instruction
Emergency	Dial 9 – 911
Outside Calls - Local	Dial 9 + (7) Digit Local Number
Outside Calls – Long Distance	Dial 9 + (10) Digit Long Distance Number
Call Hold Retrieval To Another Phone	Phone One: Place Call on Hold Phone Two: Dial \* + PhoneOneExtension where call is holding
Transfer Call	- Have a current call active - Press Tnsfr Button - Dial Number - Optionally, wait for dialed number to answer and announce transferred call - Press Trnsfr Button again to complete the transfer
Conference Call – Method 1	- Have a current call active - Press Conf Button - Dial Number - Optionally, wait for dialed number to answer and announce conferenced call - Press Conf button again to connect all parties
Conference Call – Method 2	- Place call on Line 1 - Place call on Line 2 - Press Join button - You may need to press the More button to see this option
Conference Call – Split Calls	- Press Split Button - Individual calls will be split to different Line buttons
Arrow Up Arrow Down Arrow Left Arrow Right	- Press ⇧ button – Favorites - Press ⇩ button – Call lists (shows missed calls) - Press ⇦ button – Received calls - Press ⇨ button – Placed calls - Press ⇨ twice from home screen to redial last # dialer

**Agent**

**Instruction**

Emergency

Dial 9 – 911

Outside Calls - Local

Dial 9 + (7) Digit Local Number

Outside Calls – Long Distance

Dial 9 + (10) Digit Long Distance Number

Call Hold Retrieval To Another Phone

Phone One: Place Call on Hold Phone Two: Dial \* + PhoneOneExtension where call is holding

Transfer Call

- Have a current call active - Press Tnsfr Button - Dial Number - Optionally, wait for dialed number to answer and announce transferred call - Press Trnsfr Button again to complete the transfer

Conference Call – Method 1

- Have a current call active - Press Conf Button - Dial Number - Optionally, wait for dialed number to answer and announce conferenced call - Press Conf button again to connect all parties

Conference Call – Method 2

- Place call on Line 1 - Place call on Line 2 - Press Join button - You may need to press the More button to see this option

Conference Call – Split Calls

- Press Split Button - Individual calls will be split to different Line buttons

Arrow Up Arrow Down Arrow Left Arrow Right

- Press ⇧ button – Favorites - Press ⇩ button – Call lists (shows missed calls) - Press ⇦ button – Received calls - Press ⇨ button – Placed calls - Press ⇨ twice from home screen to redial last # dialer

Agent	Instruction
Agent Login	- Press the In/Out button on the phone. - You may need to press the More button to see this option - Enter agent number on the phone when prompted - Press the Enter Button
Agent Pause	- Press the Pse button on the phone. - You may need to press the More button to see this option - Input pause reason code on the phone when prompted. - Or, optionally do not enter a pause reason - Press the Enter Button - If a pause reason was not entered listen to the available pause - reasons and then enter the pause reason when prompted
Agent Logoff	- Press the In/Out soft button on the phone. - You may need to press the More button to see this option - Skip entry of the agent number. - Press the Enter Button

**Agent**

**Instruction**

Agent Login

- Press the In/Out button on the phone. - You may need to press the More button to see this option - Enter agent number on the phone when prompted - Press the Enter Button

Agent Pause

- Press the Pse button on the phone. - You may need to press the More button to see this option - Input pause reason code on the phone when prompted. - Or, optionally do not enter a pause reason - Press the Enter Button - If a pause reason was not entered listen to the available pause - reasons and then enter the pause reason when prompted

Agent Logoff

- Press the In/Out soft button on the phone. - You may need to press the More button to see this option - Skip entry of the agent number. - Press the Enter Button

Agent	Action
Voicemail (Access from your extension)	- Press VM button - You may need to press the More button to see this option - Enter your pin number when prompted - If this is your first time setting up your mailbox your pin number is the same as your extension number
Voicemail (Access from other extension)	- Press VMO button - You may need to press the More button to see this option - Enter your mailbox number (extension) when prompted. - Enter your pin number when prompted If this is your first time setting up your mailbox your pin number is the same as your extension number
Call Center Station Monitor	- Press MON button (Only available on Supervisor Stations) - Enter your PIN number when prompted (Same pin number as your voicemail PIN) - Enter extension number to monitor Press the # key to switch to the next call (If the extension has multiple Lines with calls) Press 8 to whisper to the Agent Press 9 to barge into the call
Day / Night	- Press DayNgt button (Only available on Supervisor Stations) - Enter your PIN number when prompted (Same pin number as your voicemail PIN) - Follow the spoken instructions for changing your current Day/Night settings

**Agent**

**Action**

Voicemail (Access from your extension)

- Press VM button - You may need to press the More button to see this option - Enter your pin number when prompted - If this is your first time setting up your mailbox your pin number is the same as your extension number

Voicemail (Access from other extension)

- Press VMO button - You may need to press the More button to see this option - Enter your mailbox number (extension) when prompted. - Enter your pin number when prompted If this is your first time setting up your mailbox your pin number is the same as your extension number

Call Center Station Monitor

- Press MON button (Only available on Supervisor Stations) - Enter your PIN number when prompted (Same pin number as your voicemail PIN) - Enter extension number to monitor Press the # key to switch to the next call (If the extension has multiple Lines with calls) Press 8 to whisper to the Agent Press 9 to barge into the call

Day / Night

- Press DayNgt button (Only available on Supervisor Stations) - Enter your PIN number when prompted (Same pin number as your voicemail PIN) - Follow the spoken instructions for changing your current Day/Night settings