Fastmetrics Knowledge Base

Category: Business Voice & UCaaS

metricVOICE Overview

  • Managing Old Messages

    To enter your Phone’s Main Menu you must press the messages button or dial 5001. You will be asked to enter your pin number followed by the # key. Doing this will give you access to the main menu.

    Press 2 for Old Messages.

    • Press 2 to Repeat the message.
    • Press 3 to Forward the message to another extension.
    • Press 4 to Delete the message.
    • Press 5 to Play the next message.
    • Press 6 to Reply to the message.
    • Press # to finish and go back to the main menu.

  • Manage Deleted Voicemail

    To enter your Phone’s Main Menu you must press the messages button or dial 5001. You will be asked to enter your pin number followed by the # key. Doing this will give you access to the main menu.

    Press 7 to manage Deleted Voicemails.

    • Press 1 to Save.
    • Press 2 to Repeat.
    • Press 3 to Play the Next Voicemail.

  • Send Message

    To enter your Phone’s Main Menu you must press the messages button or dial 5001. You will be asked to enter your pin number followed by the # key. Doing this will give you access to the main menu.

    Press 3 to Send Message.

    • Press 1 to send message to an individual.
    • Press 2 to broadcast a message to all in your company.

  • Call Forwarding

    Call forwarding redirects all incoming calls at your handset to any number you choose. You must first set up the number you want to forward to.

    To set a number to forward calls to:

    • Pick up your hand set and Press the Messages button followed by the send soft key to access the voicemail system, it will ask for your passcode followed by the pound key.
    • Press 4 to enter the Set Call Forwarding Menu.
    • Press 2 to enter the forwarding destination number and wait for the automated system to read the number back to you, the system go back to the Set Call Forwarding Menu and call forwarding will be automatically on.

    To turn call forwarding Off

    • Pick up your hand set and Press the Messages button followed by the send soft key to access the voicemail system, it will ask for your passcode followed by the pound key.
    • Press 4 to enter the Set Call Forwarding Menu.
    • Press 3 to select the OFF or ON option
    • Press 0 to turn call forwarding Off (Disabled)

    To Enable Call Forwarding to the number previously set:

    • Pick up your hand set and Press the Messages button followed by the send soft key to access the voicemail system, it will ask for your passcode followed by the pound key.
    • Press 4 to enter the Set Call Forwarding Menu.
    • Press 3 to select the OFF or ON option
    • Press 1 to turn on call forwarding

  • Recording Your Name

    Your recorded name will be used to announce when you join conferences and when searched for in the company directory.

    • Pick up your hand set and press the Messages button to access the voicemail system, it will ask for your passcode followed by the pound key.
    • Press 5 to enter the Option Menu.
    • Press 2 to record your name.
    • When you are finished recording press # to stop recording, and then press 1 to be announced in the directory or press 0 to not be announced.

  • Change Greetings

    To enter your Phone’s Main Menu you must press the messages button or dial 5001. You will be asked to enter your pin number followed by the # key. Doing this will give you access to the main menu.

    Press 6 to change Greetings.

    • Press 1 to record a greeting.
    • Press 2 to review your greetings.
    • Press 3 to select your greeting.

  • Polycom 650 Troubleshooting

    Polycom SoundPoint 650 Power and Startup

    Symptom Problem Corrective Action
    There are power issues. The SoundPoint IP 650 SIP phone has no power. Do one of the following steps:

    • Verify that no lights appear on the unit when it is turned on.
    • Check if the phone is properly plugged into a functional AC outlet.
    • Make sure that the phone isn’t plugged into a plug controlled by a light switch that is off.
    • If plugged into a power strip, try plugging directly into a wall outlet instead.
    • Try the phone in another room where the electricity is known to be working on a particular outlet.

    Polycom 650 Controls

    Symptom Problem Corrective Action
    The dial pad does not work. The dial pad on the SoundPoint IP 650 SIP phone does not respond. Do one of the following steps:

    • Check for a response from other feature keys or from the dialpad.
    • Place a call to the phone from a known working telephone. Check for display updates.
    • Press the Menu key followed by System Status and Server Status to check if the telephone is correctly registered to the server.
    • Press the Menu key followed by System Status and Network Statistics. Scroll down to see if LAN port shows active or Inactive.
    • Check the termination at the switch or hub end of the network LAN cable. Ensure that the switch/hub port connected to the telephone is operational (if not accessible, contact your system administrator).
    • Before restarting your phone, contact your system administrator, since this may allow more detailed troubleshooting to occur before losing any current status information.

    Access to Screens and Systems

    Symptom Problem Corrective Action
    There is no response from feature key presses. The SoundPoint IP 650 SIP phone is not in active state. Do one of the following steps:

    • Press the keys more slowly.
    • Make a call to the phone to check for inbound call display and ringing as normal. If successful, try to press feature keys within the call to access Directory or Buddy Status, for example.
    • Press Menu followed by Status > Lines to confirm line is actively registered to the call server.
    • Reboot the phone to attempt re-registration to the call server. See the article on restarting your phone.
    The display shows “Network Link is Down”. The LAN cable is not properly connected. Do one of the following steps:

    • Check termination at the switch or hub (furthest end of the cable from the phone).
    • Check that the switch or hub is operational (flashing link/status lights) or contact your system administrator.
    • Press Menu followed by Status > Network. Scroll down to verify that the LAN is active.
    • Reboot the phone to attempt re-registration to the call server. See the article on restarting your phone.

    Polycom 650 Calling

    Symptom Problem Corrective Action
    There is no dial tone. Power is not correctly applied to the SoundPoint IP 650 SIP phone. Do one of the following steps:

    • Check that the display is illuminated.
    • Make sure the LAN cable is inserted properly at the rear of the phone (try unplugging and re-inserting the cable).
    • If using in-line powering, have your system administrator check that the switch is supplying power to the phone.
    There is no dial tone. Dial tone is not present on one of audio paths. Do one of the following steps:

    • Switch between Handset, Headset (if present) or Hands-Free Speakerphone to see if dial tone is present on another paths.
    • If dial tone exists on another path, connect a different handset or headset to isolate the problem.
    The phone does not ring. Ring setting or volume is low. Do one of the following steps:

    • Adjust the ringing level from the front panel using the volume up/down keys.
    • Check same status of handset, headset (if connected) and through the Hands-Free Speakerphone.
    The phone does not ring. Outbound or inbound calling is unsuccessful. Do one of the following steps:

    • Place a call to the phone under investigation. Check that the display indicates incoming call information.
    • Lift the handset. Ensure dial tone is present and place a call to another extension or number. Check that the display changes in response.

    Polycom 650 Displays

    Symptom Problem Corrective Action
    There is no display. The display is incorrect. The display has bad contrast. Power is not correctly applied to the SoundPoint IP 650 SIP phone. Do one of the following steps:

    • Check that the display is illuminated.
    • Make sure the LAN cable is inserted properly at the rear of the phone (try unplugging and re-inserting the cable).
    • If using in-line powering, have your system administrator check that the switch is supplying power to the phone.
    There is no display. The display is incorrect. The display has bad contrast. The contrast needs adjustment. Do one of the following steps:

    • Refer to the article on Display Contrast.
    • Reboot the phone to obtain a default level of contrast. Refer to the article on Restarting your phone.
    There is no display. The display is incorrect. The display has bad contrast. Outbound or inbound calling is unsuccessful. Do one of the following steps:

    • Place a call to the phone under investigation. Check that the display indicates incoming call information.
    • Lift the handset. Ensure dial tone is present and place a call to another extension or number. Check that the display changes in response.
    The display is flickering. Certain type of older fluorescent lighting causes the display to appear to flicker. Do one of the following steps:

    • Move the SoundPoint IP 650 SIP phone away from the lights.
    • Replace the lights.

    Polycom 650 Audio

    Symptom Problem Corrective Action
    There is no audio on the headset. The connections are not correct. Do one of the following steps:

    • Ensure the headset is plugged into the jack marked Headset at the rear of the phone.
    • Ensure the headset amplifier (if present) is turned on and/or the volume is correctly adjusted).
  • Polycom 430 Troubleshooting

    Polycom 430 Troubleshooting

    This article provides possible solutions to problem with your Polycom SoundPoint 430 IP phone, such as No Dial-Tone, or your Polycom 430 phone is not ringing for incoming calls.

    Polycom SoundPoint 430 IP Phone – No Dial-Tone

    Verify power is correctly applied to the SoundPoint® IP 430 SIP phone:

    • Check that the display is illuminated.
    • Make sure the LAN cable is inserted properly at the rear of the phone (try unplugging and re-inserting the cable).
    • If using inline powering, check that the switch is supplying power to the phone (contact your System Administrator).

    Verify if dial tone is present on any other audio paths:

    • Switch between handset, headset (if present) or hands-free to see if dial tone is present on these other paths.
    • If dial tone exists on one of these, connect a different handset or headset to isolate the problem.

    No Display, Incorrect Display, or Bad Contrast.

    Verify power is correctly applied to the SoundPoint® IP 430 SIP phone:

    • As “No Dial-Tone” above.

    Verify contrast adjustment:

    • Follow the instructions in this User Guide to readjust the contrast to a darker level.
    • Reboot the phone to obtain a default level of contrast (follow the instructions in this User Guide).

    Verify successful outbound or inbound calling:

    • Place a call to the phone under investigation – check that the display indicates incoming call information.
    • Lift the handset. Ensure dial tone is present and place a call to another extension or number, check that the display changes in response.

    Polycom SoundPoint 430 IP Phone – No Ringing

    Verify incoming ring setting and volume levels:

    • Adjust the ringing level from the front panel using the volume up/down keys.
    • Check that ring type selection is not Silent Ring.

    Verify successful outbound or inbound calling:

    • As “No Display” above.
    • Check same status of handset, headset (if connected) and through the hands-free speakerphone.

    Polycom SoundPoint 430 IP Phone – No Audio On Headset

    Verify correct connections:

    • Ensure the headset is plugged into the jack marked Headset at the rear of the phone.
    • Ensure the headset amplifier (if present) is turned on and/or the volume is correctly adjusted.
    • Ensure that headset is compatible with the phone.

    No Response from Feature Key Presses.

    Verify phone is in active state:

    • Make a call to the phone to check for inbound call display and ringing as normal.
    • If successful, try to press feature keys within the call to access Directory or Buddy Status for example.
    • Press [MENU] followed by System Status and Server Status to confirm line is actively registered to the server.
    • Reboot the phone to attempt re-registration to the server.

    Polycom SoundPoint 430 IP Phone Display Shows “Network Link is Down”

    Verify LAN cable is properly connected:

    • Check termination at the switch or hub (furthest end of the cable from the phone).
    • Check that the switch or hub is operational (flashing link/status lights) or contact your System Administrator.
    • Press [MENU] followed by Status, Network and Ethernet. Scroll down to verify LAN port is Active.

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  • Polycom 335 Troubleshooting

    Polycom 335 Troubleshooting

    Polycom SoundPoint IP 335 Power and Startup

    Troubleshoot Polycom SoundPoint 335 Power
    Symptom Problem Corrective Action
    There are power issues. The SoundPoint IP 335 SIP phone has no power. Do one of the following steps:

    • Verify that no lights appear on the unit when it is turned on.
    • Check if the phone is properly plugged into a functional AC outlet.
    • Make sure that the phone isn’t plugged into a plug controlled by a light switch that is off.
    • If plugged into a power strip, try plugging directly into a wall outlet instead.
    • Try the phone in another room where the electricity is known to be working on a particular outlet.

    Polycom SoundPoint IP 335 Controls

    Troubleshoot Polycom 335 Controls
    Symptom Problem Corrective Action
    The dial pad does not work. The dial pad on the SoundPoint IP 335 SIP phone does not respond. Do one of the following steps:

    • Check for a response from other feature keys or from the dialpad.
    • Place a call to the phone from a known working telephone. Check for display updates.
    • Press the Menu key followed by System Status and Server Status to check if the telephone is correctly registered to the server.
    • Press the Menu key followed by System Status and Network Statistics. Scroll down to see if LAN port shows active or Inactive.
    • Check the termination at the switch or hub end of the network LAN cable. Ensure that the switch/hub port connected to the telephone is operational (if not accessible, contact your system administrator).
    • Before restarting your phone, contact your system administrator, since this may allow more detailed troubleshooting to occur before losing any current status information.

    Access to Screens and Systems

    Troubleshoot Polycom 335 Access
    Symptom Problem Corrective Action
    There is no response from feature key presses. The SoundPoint IP 335 SIP phone is not in active state. Do one of the following steps:

    • Press the keys more slowly.
    • Check with your system administrator to see if the key has been mapped to a different function or is disabled.
    • Make a call to the phone to check for inbound call display and ringing as normal. If successful, try to press feature keys within the call to access Directory or Buddy Status, for example.
    • Press Menu followed by Status > Lines > Line to confirm line is actively registered to the call server.
    • Reboot the phone to attempt re-registration to the call server. See the article on restarting your phone.
    The display shows “Network Link is Down”. The LAN cable is not properly connected. Do one of the following steps:

    • Check termination at the switch or hub (furthest end of the cable from the phone).
    • Check that the switch or hub is operational (flashing link/status lights) or contact your system administrator.
    • Press Menu followed by Status > Network. Scroll down to verify that the LAN is active.
    • Reboot the phone to attempt re-registration to the call server. See the article on restarting your phone.

    Polycom SoundPoint IP 335 Calling

    Here; Polycom SoundPoint IP 335 Displays
    Symptom Problem Corrective Action
    There is no dial tone. Power is not correctly applied to the SoundPoint IP 335 SIP phone. Do one of the following steps:

    • Check that the display is illuminated.
    • Make sure the LAN cable is inserted properly at the rear of the phone (try unplugging and re-inserting the cable).
    • If using in-line powering, have your system administrator check that the switch is supplying power to the phone.
    There is no dial tone. Dial tone is not present on one of audio paths. Do one of the following steps:

    • Switch between Handset, Headset (if present) or Hands-Free Speakerphone to see if dial tone is present on another paths.
    • If dial tone exists on another path, connect a different handset or headset to isolate the problem.
    There is no dial tone. The phone is not registered. Contact your system administrator.
    The phone does not ring. Ring setting or volume is low. Do one of the following steps:

    • Place a call to the phone under investigation. Check that the display indicates incoming call information.
    • Lift the handset. Ensure the dial tone is present and place a call to another extension or number. Check that the display changes in response.
    The phone does not ring. You turned off the ringer. Do one of the following steps:

    • During an incoming call, lift the handset, press the Speakerphone key or press the Headset.
    • Press the ringing Line Key or the Answer soft key to answer the call.
    • If the handset is off-hook when you press the Answer soft key or the Line Key, the call is routed to the handset.
    • If the handset is on-hook when you press the Answer soft key or Line Key, the call is routed to the speaker.
    “Service Unavailable” appears on the graphic display. The user pressed the New Call soft key, dialed a number with the handset on-hook, or attempted to make a call from the contact directory when the phone was not registered. Check with your system administrator to see when your phone will be registered.
    The line icon shows an unregistered line icon. The phone is not registered. Contact your system administrator.

    Polycom SoundPoint IP 335 Displays

    Here; Polycom SoundPoint IP 335 Audio
    Symptom Problem Corrective Action
    There is no display. The display is incorrect. The display has bad contrast. Power is not correctly applied to the SoundPoint IP 335 SIP phone. Do one of the following steps:

    • Check that the display is illuminated.
    • Make sure the LAN cable is inserted properly at the rear of the phone (try unplugging and re-inserting the cable).
    • If using in-line powering, have your system administrator check that the switch is supplying power to the phone.
    There is no display. The display is incorrect. The display has bad contrast. The contrast needs adjustment. Do one of the following steps:

    • Refer to the article on Display Contrast.
    • Reboot the phone to obtain a default level of contrast.
    • Refer to the article on Restarting your phone.
    There is no display. The display is incorrect. The display has bad contrast. Outbound or inbound calling is unsuccessful. Do one of the following steps:

    • Place a call to the phone under investigation. Check that the display indicates incoming call information.
    • Lift the handset. Ensure dial tone is present and place a call to another extension or number. Check that the display changes in response.
    The display is flickering. Certain type of older fluorescent lighting causes the display to appear to flicker. Do one of the following steps:

    • Move the SoundPoint IP 335 SIP phone away from the lights.
    • Replace the lights.

    Polycom SoundPoint IP 335 Audio

    Troubleshoot Polycom 335 Audio
    Symptom Problem Corrective Action
    There is no audio on the headset. The connections are not correct. Do one of the following steps:

    • Ensure the headset is plugged into the jack marked Headset at the rear of the phone.
    • Ensure the headset amplifier (if present) is turned on and/or the volume is correctly adjusted).

    Reliable internet service to support your IP phones

    Fastmetrics provides managed Internet options to support voice service over Polycom VVX or SoundPoint IP phones.

    • Our team has more than two decades experience providing managed voice service to businesses.
    • Fastmetrics voice is provisioned over our private network, for superior Quality of Service (QoS).
    • Range of advanced business features included. No extra costs.
    • Seamless presence via free apps and our browser based solution.
    • Choice of free Polycom VVX or Yealink phones for all users.

  • Polycom 335 Parts List

    The following items are included in your SoundPoint® IP 335 SIP package. Check this list before installation to ensure that you have received each item. If you are missing any items, please contact your system administrator.

    Polycom SoundPoint® IP 335 SIP

    Polycom IP 335 - Parts List 1

    Handset & Handset Cord

    Polycom IP 335 - Parts List 2

    Phone Base

    Polycom IP 335 - Parts List 3

    Network / Power Cable

    Polycom IP 335 - Parts List 4

    Quick Start Guide

    Polycom IP 335 - Parts List 6