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Polycom VVX 400 and 410 Phone Manual & User Guide Video

The Polycom VVX 400 and 410 series are dynamic IP phones with a range of features and HD voice compatible. Watch the phone training video below, or skip to a specific phone function or feature, by clicking on a link in this index below.

Polycom VVX 400 Overview

Overview: On the front display, you will see the time and date and other information such as busy lamps to show the status of colleagues if set up, or the speed dials on the keys on both sides of the screen.

Polycom VVX 400 IP Phone

Also, you have your extension which is your line. If two line keys are configured, you will see this line number by two keys. Missed calls, or call features you have setup such as call forward, call divert, will display along the top of the screen. The buttons along the bottom of the screen control the features. These option keys change when you are on a call.

Polycom VVX 400 – Call Buttons

Call Buttons: The Home key on the right side of the screen provides access to all of the phones features: Calls, Messages, Directories, Call Forward, Do Not Disturb, Settings and Applications. On the right hand side we have a Headset button if you are using a headset, a Speaker button, a Mute button. At the bottom is the volume control to adjust the ringer volume and the earpiece or speaker volume when you are on a call. And we have the dial pad. On the left side of the dial pad is a Transfer key, a Messages key for access to the voice portal, and a Hold key.

Navigational Arrow Buttons

On the right are the navigation buttons. The up arrow gives access to your speed dials, favorite list for your most frequently dialed numbers, once programmed. It will store 100 numbers for you. The right arrow key displays your calls placed. The down arrow key displays your missed calls. And the left arrow key navigates back to the main screen. Highlight any number from the lists and press Dial to make a call.

Polycom VVX 400 – Screen Control Keys

Screen control keys: The Redial key will activate a call to the last number you dialed. The Retrieve key is used to retrieve a parked call by entering an extension and Enter. The Pickup is pressed to pick up a ringing call of a colleague. Press the More key to see other options. Forward allows you to set a call forward from your handset for Always, No Answer and Busy.

The DND button is Do Not Disturb. This is useful if you do not want your phone to ring because you have a meeting, for example. Pressing once changes the display to indicate Do Not Disturb is active and an icon appears by your extension and up at the top. To remove Do Not Disturb, simply press DND once and the action is removed. Messages provides access to a list of voicemail messages and you can connect to call your voicemail.

Placing a Call with the Polycom VVX 400 phone

Placing a call: Dial the number first. This is the best way to avoid any timeout when looking up a number and going back to find the screen has returned to its idle state and the number has cleared. Once finished dialling, the call will connect, or press Send.

You can then use the speaker or lift the handset. If using a headset, press the Headset button. By lifting the handset first or pressing the Speaker key, a list of previous calls dialled displays and you can scroll and select a number to call. If you dial incorrectly, press the Delete key to delete the last digit rather than needing to redial the full number. When dialling the destination number, the full number including the area code is required.

Polycom VVX 400 – Answering a Call

Answering a call: A ringing call displays on the screen. Options appear for you to handle the incoming call on the display: To VMmail to send the caller to Voicemail, Answer, Reject to disconnect the caller, press More for other options such as Forward to a colleague, Ignore to silence the call, or Lines. Answer by pressing the Answer soft key, the Speaker key, or by lifting the receiver.

Call Transfer: Announced Transfer

An announced transfer is when you want to let the person you are transferring a call to know who is on the line or to see if they are available. When a call is in progress, press the Transfer button using the dedicated button. The caller will be placed on hold and hear hold music. Dial the extension number you wish to transfer to or the outside number such as a colleague’s mobile. If your colleague is not available to take your call, press Cancel to return to the caller and stop the call to your colleague. Announce the caller you want to connect into and press Transfer to complete or replace the receiver.

Call Transfer: Blind transfer

Blind Transfer: This one is useful in an office where a colleague is just opposite you. When a call is in progress, press Transfer, press the Blind key, enter the number to transfer, press the Send key and the call is passed, or hang up the phone.

Answering another call while on an active call

If a call is in progress and another call is coming in, you will see the screen indicate the new caller and hear a call waiting beep. Press the Answer key to speak to the new caller. The first caller will go on hold and hear the hold music. The screen changes to show the 2 callers and the one you are speaking to is highlighted. To go back to the first caller, simply highlight the number using the Arrow key and Resume. The other caller would now be on hold. You can conference call with both callers by pressing the More key and then Join. If the caller on hold disconnects their side, the screen would change back to one call status.

Polycom VVX 400 – Three Way Conference Call

Setup a 3 way conference call: When a call is in progress, press the Conference button. The caller will be placed on hold and hear hold music. Dial the extension number you wish to conference or the outside number such as a colleague’s mobile. Speak to the person and see if they are available to join first. Press the Conference button again.

You are now in a three way conference. To split the conference, press the Split button and both lines are put on hold. Select the number of the caller you want to speak to privately using the Navigation keys and press Resume. To return to the conference call, press More and Join, then all thee of you are back on the call. If you end the call, the other two callers stay on the line and are in a private call. This is useful if you want to introduce two people.

Group PickUp: Call PickUp

If a Group PickUp has been set, you can pick up another user’s ringing phone if they are in the same group as you are instead of having to leave your desk to pick up the call. To do this, press PickUp using the soft key or lift the receiver and press PickUp using the Line key if the caller is set as a busy line on your handset.

Polycom VVX 400 – Call Park

To park a call, press Transfer and dial *68 followed by a colleague’s extension you wish to park the call at and then key # to complete. There is a voice prompt to guide you. You can also park the call at your own extension in the same way by dialling *68 and then press the # key to complete. To retrieve a parked call, press Retrieve and the extension the call is parked at followed by Enter. If this is your own extension, press Retrieve and Enter, followed by the # as prompted. If no one picks up the parked call, the extension that parks the call will ring after a set time.

Setting Call Forwarding: Call Divert

Call Forwarding: On the screen, press More, then the Forward soft key. Select Call Forwarding Always or press 1. For Contact, enter the number to send calls to such as your mobile or a colleague’s extension or any other number and press Enable. On the Home screen, you can now see the arrow next to the Line key indicating that call forwarding is active. And the top of the display also indicates that the forward is active. Important to note that this Call Forward only forwards your handset, your direct dial.

If you are a single user, this may be okay depending on the settings. If you are part of a group, this will not forward the group number. This will need to be done via the online portal which can be activated from any internet device. If you are in a small office and you want to forward the main number, this is done on the online portal and not via the phone unless it is setup for you on the handset. The forward on the phone will only forward you direct extension calls.

Removing Call Forwarding: Call Divert

To remove call forwarding on your phone extension, simply key More and Forward then Always, which is enabled, Select and Disable. Your line status on the Home screen returns to idle.

Adding Numbers to the Contact Directory and Speed Dial List

Adding contacts: Press the Home button. Select Directories and Contact directory. Press Add. Enter a first name.  Move down to last name. Contact is where you enter the person’s number. Other fields can also be filled as required. To display on your Home screen as a speed dial, add the line number in the Favorite index field and enter a label. Once complete, press Save. You will see the number in your directory.

Fastmetrics is a Polycom Authorized Solution Advisor. We provide in person training and support to our hosted phone service customers with Polycom hardware, from dedicated Voice Engineers. Also see our other phone user guides, from the basic Polycom SoundPoint IP 335 to the more complex VVX offerings. We are currently offering a choice of unlimited free Polycom VVX 310 or Yealink T42G IP phones, to new phone service customers.

Polycom Authorized Solution Advisor

Polycom VVX 400 & 410 Series User Guide Video

Video transcription: Now I will cover some of the physical attributes of the phone. The Polycom 400 and 410 have 12 programmable buttons that are available, six on each side here of the display.

With each of those buttons, we can program them for a variety of different options. The top left will be your registration or your extension or phone number.

Below that, all of the additional buttons on both sides are simply programmable by your administrator or by us at YipTel. We have these buttons programmed as one-touch extensions. This will allow us to do several things with these extensions. We can press the buttons to call those individual extensions as well as when they are on the phone, it will show us the live status of each of these individuals.

We can also use that in transfer and additional functions as I will show you.

On the right hand side of the display, we have programmed a Park 701 and 702 key as well as a page and then left several buttons still un-programmed here.

Below the display, these are what are called soft keys. You will see that this button is associated with the voicemail or VMail key here in the display. UnPark, New Call and Do Not Disturb. These options are also programmable but typically fixed in this manner.

As you perform different functions on the phone, you will see the different options up here and are available based on these soft keys.

Here is the home key. As you access additional screens or menus and want to return back to the home position, you will simply press that home key. This round key here is the navigational key with arrows to select and scroll through the display, up, down, left and right.

Also in the center is the option to select options that you have highlighted. Below that is the headset key. If you have a headset plugged into the physical headset connection on the back of the phone, then to answer, simply press the headset key and to hang up from that call, press the headset key again.

Next is the speakerphone option. To take the phone to speakerphone, simply press the speaker key. Press it again to hang up from speakerphone. While on a call either on the handset or on speakerphone, then the mute key will now be active. You can simply press it and when it’s lit, then your call is currently muted. Press it again to return back to that call.

Below that are the volume keys. To turn the volumes down, press the left hand side and the plus to increase the volume. The volume key will control all volumes on the phone. When the phone is sitting idle, it will adjust how loud the phone rings. When you’re on speaker, it will adjust the speaker volume and when you’re on the handset, it will adjust the handset volume.

Each one of these is separately controlled and it will stay in the same position that you leave or set the volume for each one of these volumes. On the left hand side, this button here is the hold key. While on a call, simply press the hold key here or as you will see, one of the options in the soft keys will also provide the option to select hold as well.

The next button here is the access to voicemail. You can see through the flashing light at the top of this phone that this extension currently has a voicemail. We can access voicemail messages here and into your message center. Then hit “Select” and select again and you can see the types of messages that you have available. You can call to connect and check your voice message or I will simply go back and exit. I typically will use the voicemail key here as one of the soft keys. Press the “VMail” and on the initial setup, it will simply ask you to put in your password that you’ve been supplied as part of the setup of the system.

At that point, it will walk you to a simple tutorial to set up your voicemail, change your password and assign your greetings. We recommend that you do this through the handset for the highest call quality

The next button here on the left hand side of the phone is the transfer key. Additionally, you will see transfer will also show up as an option within the soft keys and it performs the same function whether you use here in the display or the fixed transfer key here on the left hand side of the phone.

Now let’s show you some of the basic operations of the phone. To place a call to an extension, simply dial the extension number. If you mess up, simply backspace and then select “Dial”. This will call that extension automatically on the speakerphone. To hang up from this call, simply press the speaker key again.

To call an outside phone number, simply type in the outside number and select “Dial” or press the speaker or lift the handset. This will complete the call.

To receive an incoming call, you can simply press the slashing line key here. Press the answer option here in the display. Press the speaker or lift the handset to answer the call. Once on the call, you will see that the options in the soft keys have now changed. The first option is park. The second option is hold and transfer. As I mentioned, this transfer is the same as this transfer key. This hold is the same as this hold key down here. You can access those in either location.

To place a call on hold, simply press the hold key. You will see now that the line key has gone to a red flashing indicator to indicate that the call is on hold as well as in the display, you will see that it is also on hold.

To pick up the call, from hold, you can simply press the flashing line key or in the display, you will see that it now says “Resume”. So I can choose to resume that call and be live and active on that phone call again.

On the YipTel system, a hold is private and personal to your phone and can only be picked up again off of your phone. Park by contrast is a system-wide hold and there are several ways to park a phone call while on the call.

The first way is while on the call, to simply press the “Park” option here and then complete the transfer by pressing the “Transfer” option here. That call has now been parked on 701.

You will also see that on this phone, we can have a button programmed for Park 701. So it is now lit up on the right hand side of the phone. I can now go to any phone within the company, press “Un-Park 701” or if it has a pre-programmed button, simply press the lit park key to retrieve that phone call.

Park is like a system-wide hold that allows you to pick up calls from any phone within your organization. To transfer the call, press either this transfer key or the transfer option that’s here. Once you’ve selected that, you will have the option to blind transfer the call or supervise transfer. A blind transfer means that I am going to simply transfer to that extension without announcing the call. To do so, press “Blind,” dial the extension and the call will complete the transfer to that extension automatically.

Now I will show you how to transfer a call doing a supervised transfer. While on the call, simply press the “Transfer” key. At that point, instead of pressing the “Blind,” simply dial the extension number that you would like to connect the call to.

Once that person answers, you can simply announce the call. If they are available to take that call, then simply press the transfer key here to complete the transfer to that extension.

Let’s walk through this one more time. I’ve now answered the call. I press the transfer. This time I will do a supervised transfer to extension 118. At this point, I’ve now connected with that person and indicated who the caller is.

If they indicate that they can take it, I would complete like last time by just simply pressing the transfer key. But if they’re unable to take that call, then you press the “Cancel” option here which will cancel that transfer and take you back to the original caller.

From there, it’s very common for you to want to transfer that call then to voicemail. If I select the “More” option here, you will see that this next set of options that come up, I have a “Transfer VM”. “Transfer VM” stands for “transfer to voicemail”. So to transfer this caller to extension 118’s voicemail, I press “More,” “Transfer VM,” the extension 118 and enter and that automatically transfers that call directly to that person’s voicemail.

To transfer a call external is the same. Simply press the transfer button, type in the outside number, wait for them to answer and announce the call, then press transfer or to blind transfer, press “Blind” first, type in the outside phone number and it will complete the transfer to that external phone number automatically.

You can see here that Robert is currently on his phone. When these extensions are on the phone, you will see a solid light as well as it indicates here in the display that they are currently on the phone.

When their extensions are idle, the display will show like so. To all any of these extensions that you have pre-programmed here, simply press the button to call that extension. Green indicates that the extension is ringing and once they answer, the call will go red.

When calls are ringing to other extensions on the system, it will indicate the flashing green as shown here. To pick up calls from other extensions, press star 11 and dial and that will pick up those ringing calls. To change the programming or options that you will see here within the display on each of these buttons, simply log in to your web portal, go to the “Settings” tab and at the bottom, choose “Set Keys”. This will bring up the phone and the options for you to be able to program the individual buttons on the phone.

If you need further assistance, then please contact us and we can walk you through the process. I will now show you how to perform a conference call. When you have either placed or received your first call, simply press the “More” option here in the display. Then press “Conference”.

Call the next internal or external phone number that you would like to conference with. Wait just a moment for them to answer that call. Once they answer and indicate that they would like to be conferenced, press “More” again and press the “Conference” option. You will now have both calls active on to the conference as shown here.

To split the calls, you can simply press the “Split”. This will separate the calls so that you can see them individually, pick them up individually or hang up on them individually. Simply choose that by scrolling through the options here within the display, using the navigational keys.

The Polycom phones can perform a three-party conference, if you require additional conferencing capabilities as we have multiparty and video conferencing options that are available.

When the phone is idle, if I press the bottom arrow on the navigational key, it will show me my missed call lists. I can then scroll through these calls and select “Dial” to call them back.

In addition, when the phone is idle, if I press the right hand side, this will show me my placed calls list. The left will show me my received calls list. Press the home key again to see and select. If I chose, I could select the new call. I can also choose to view my messages, to view the directories on the phone, to forward my phone.

I will say that typically you do not want to forward your phone from the phone itself however. You can but we recommend that you do that in the web portal through your call forwarding settings there.

You can also select to put yourself in and out of “Do Not Disturb” or to select the settings option and then press the center option to choose that. Under “Settings” in the first option, you will see as basic. You can either press “Select” here or the center key here to enter into that mode.

Under “Preferences,” you will find the preferences for languages and so forth. The ones in here that you may require would be option three here for the headset and hit “Select”. This allows you to set the headset memory, which means that it will remember on your headset what type of headset that you are using.

Simply choose “Select” and then you can enable headset memory mode or currently it is disabled. If you’re using a wireless headset with an automatic hook switch, you can select option two here which is hook switch mode.

Then depending on which type of electronic hook switch you have, you can choose the proper model so that it will interface and automatically pick up. For example, if I was using a Plantronics E8 test, I would then select that option.

It will reboot the phone and then it would be set up so that I could simply press the button on the headset to automatically answer that incoming call. I will hit “Cancel” and “Back”.

In addition, you can choose different backgrounds that are available on the phone. Currently, it’s set as the default. Others can be loaded upon request. You can also select different screensavers on the phone as well.

We don’t recommend changing any of the additional settings in this section. So I will go back to the basic and select the basic settings again. Another common one that many people will change would be the ring type. Scroll down and select the ring type. Then press “Select” and you can choose from the various available ring types. You can simply play them and then press “Select” to choose the ring type that you would like.

Thank you for watching the basic training video on the Polycom 400 and 410 models. If you have additional questions or need assistance, please call us at 1-800-752-6110 or visit us online at www.YipTel.com.