Polycom VVX Cheat Sheet

Overview 

 This page includes some of the most commonly used functions of the Polycom VVX SIP phone (may also be called the VX400 or VX401). Each of the tables represents a set of functions that will be available to you depending on your role within your organization as explained below: 

 

 

 

 

 

 

 General Phone Functions  - Applies to anyone who is using a Polycom VVX400/401 phone. 

 Extended Agent Functions   - Applies to those running a call center Intellasoft setup. These functions are specific to Agents. The  General Phone Functions  also apply.  

 Extended Supervisor Functions - 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.  

 

 

 

 

 

 

 General Phone Functions 

 

 

 

 

 

 

 

 Action 

 Instruction 

 

 

 

 

 Dial 

 Dial (optional) 9 – 911 

 

 

 Outside Calls - Local 

 Dial (optional) 9 + (7) Digit Local Number 

 

 

 Outside Calls – Long Distance 

 Dial (optional) 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 Trnsfr button 

 

 

 Dial Number or press Lines button to select a name 

 

 

 Optionally, wait for dialed number to answer and announce transferred call 

 

 

 Press Trnsfr button again to complete the transfer OR press Cancel button and resume with dial / Lines above 

 

 

 

 

 

 Transfer Call To Voicemail 

 

 

 

 Have a current call active 

 

 

 Press Trnsfr Button (you can also place call on Hold) 

 

 Dial ** then press Send Button, immediately followed by Trnsfr 

 

 

 

 

 Conference Call – Method 1 

 

 

 Have a current call active 

 Press Conf Button 

 Dial Number or press Conf Button to select a name 

 Optionally, wait for dialed number to answer and announce conference 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 VM Button 

 

 Individual calls will be split to different Line buttons 

 

 

 

 

 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 

 

 

 

 

 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 

 

 

 

 

 

 

 

 

 

 Extended Agent Functions 

 

 

 

 

 

 

 

 

 

 

 

 

 Action 

 

 

 Instruction 

 

 

 

 

 

 

 Agent Login 

 

 

 

 

 Press the  ACD  button on the phone. 

 

 

 Enter agent number on the phone when prompted  

 

 

 

 

 

 

 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  ACD  button on the phone. 

 

 

 You will be automatically logged out 

 

 

 

 

 

 

 

 

 

 Extended Supervisor Functions 

 

 

 

 

 

 

 

 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 extensions) 

 

 

 

 

 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 (If the extension has multiple Lines with calls) 

 

 

 Press the # key to switch to the next call 

 

 

 Press 8 to whisper to the Agent 

 

 

 Press 9 to barge into the call 

 

 

 

 

 

 

 Day / Night 

 

 

 

 

 Press  DyNgt  button (Depending on configuration, 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