AltiGen comm MAXCS 80 CU1 Polycom RealPresence Group 500 Configuration Guide for MaxCS

							 
Polycom Configuration Guide   Page 31 of 52 
Users can identify the current voice setting by looking at the Headset button on the phone; if the headset button is 
blinking, the default path is the headset. If that button is not blinking, the default path is the speaker. 
Note: With incoming calls, pressing the Headset button will answer the call but will not reset the default. 
Please make your Polycom VVX users aware of this change. 
Polycom Paging Groups 
Polycom extensions can make one-way audio announcements to other Polycom users who are in the same 
Polycom paging group.  
Note that Polycom paging works differently from AltiGen IP phone paging. 
There are two different sets of Paging Groups in MAXCS:  
 Polycom paging groups (paging group members must have a Polycom Advanced Features license) 
 AltiGen IP Phone paging groups 
Polycom Paging Groups can include only users of Polycom phones who have a Polycom Advanced Features license 
assigned to their extension.  Be aware of the following considerations while configuring Polycom Group paging for 
an extension: 
 Polycom Paging Groups can only work with Polycom phones. 
 In order to add an extension to a Polycom Paging Group, the extension must have a registered Polycom 
phone and it must have a Polycom Advanced Features license assigned to it. 
 A total of 25 Polycom paging groups are available. 
 Each Polycom Paging group must be assigned to a channel ID, 1-25.  Channel IDs are shared across mul-
tiple MAXCS systems on the same network. In other words, phones subscribed to a Paging group assigned 
to channel 6 will receive pages for channel 6, no matter which MAXCS system they are registered to. 
 Polycom phones must be on the same network in order to send and receive Polycom group pages.  If an 
extension is relocated, check its paging group configuration.  
 Polycom phones allow three paging groups to be specified, Default, Priority, and Emergency. MAXCS 
Administrator assigns these three special paging groups to channel ID 1, 24, and 25, respectively. 
Important:  We recommend that you set up channel ID 24 for important pages. Because this channel 
is a priority channel, it will override other channels (except the Emergency channel, 25). 
It will also interrupt active calls and line parked calls. 
o The Default group (when enabled) is always shown first in the Paging Group display. 
o A Priority group page will interrupt Normal pages or active calls.  
o An Emergency page will interrupt Normal pages, Priority pages, and active calls and plays out at 
near maximum volume even if Do Not Disturb (DND) is turned on.  
Configure Polycom Paging 
Once you have enabled Polycom Paging for an extension, the user can subscribe to paging groups, change the 
default paging group, configure whether pages play during active calls, and send pages. 
To configure Polycom Paging groups,  
1. In MAXCS Administrator, select PBX > Paging Group Configuration.     
						

							 
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2. Click Add to add a new group.  
3. Enter the paging group number. 
4. Check Polycom paging group. 
5. Assign an available paging channel ID number for the group (1-25).   
 
 
 
 
6. Click OK. You will see the new group in the Paging Group page, in the left panel. Polycom groups will show 
(Polycom) to the right of the number. 
7. Modify the group information as needed.  For the First Name and Last Name fields, enter details up to a 
maximum of 32 characters. You can also enter a description for this group. 
 
 
 
8. To add extensions to Polycom Paging groups, select the group in the list and open the Group Member tab.  
Move extensions from the Not Member list to the Member list. Click Apply.  
9. Click Reboot affected Polycom phones. This sends the updated configuration to any Polycom extensions 
that are impacted by the changes; phones with active calls will be rebooted after the call ends. After the 
phone reboots, the members of the paging group will see a new softkey on their Polycom phones for that 
paging group. 
Figure 35: Add a new paging group 
Figure 36: Information for the new Polycom paging group   
						

							 
Polycom Configuration Guide   Page 33 of 52 
Device Auto Answer 
Users can have the Polycom phone automatically answer calls by using the feature in MaxAgent, 
MaxCommunicator, AltiConsole, and MaxOutlook.  The extension must have a Polycom Advanced Features license 
to use this feature.   
In previous releases, agents with Polycom VVX phones could both enable the Auto-Answer feature as well as set 
the default voice path (speaker or handset) in a single setting the client’s Configuration > Extension page. 
Due to the specific way that Polycom handles voice paths, AltiGen has changed how users configure this feature. 
Configuration now requires two separate steps.  
1. To enable or disable the client Auto-Answer feature, users still open the MaxAgent Configuration page.  
The choices now are Enable and Disable. (The choice in earlier releases was Speaker or Headset). 
 
Figure 37: Changes to the MaxAgent Auto-Answer feature 
2. Once the feature has been enabled, the default voice path is, by default, the speaker. If users want to 
switch the default voice path to the headset, they must press the Headset button twice while the phone is 
idle. The Headset button will blink slowly, to indicate that Headset is now the default voice path. 
To switch the default voice path back to the speaker, users press the Speaker button. (There are two 
other ways to switch the path to the speaker: Users can pick up the handset or press the Headset button 
once.) 
Users can identify the current voice setting by looking at the Headset button on the phone; if the headset button is 
blinking, the default path is the headset. If that button is not blinking, the default path is the speaker. 
Note: With incoming calls, pressing the Headset button will answer the call but will not reset the default. 
Please make your Polycom VVX users aware of this change. 
Instructions are also included in the client documentation. 
Global Extension Relocation 
Users can now relocate their Polycom phones within the Enterprise domain.  
Note:  If you have enabled the IP Phone Redirect feature, the Polycom Global Relocation feature will be disabled. 
You can implement one of these features, but not both. 
Requirements: 
In order to use this feature, your environment must meet the following requirements: 
 A third-party IP Device license must be assigned to the extension. 
 A Polycom Advanced Features license must be assigned to the extension. 
 A Polycom Advanced Features license is required on the server to which the extension is being relocated.  
For example, assume active global extension 200 is on server A. A Polycom phone on server B enters #17, 
and then enters extension number 200 and the password. When the server B extension is activated,   
						

							 
Polycom Configuration Guide   Page 34 of 52 
MaxCS automatically checks for a Polycom Advanced Features license. If no Polycom Advanced Features 
license is available on server B, then this relocation request would fail. 
To accommodate this ability, a checkbox on the Enterprise Manager > User > Resolve tab has been renamed to 
Allow user to relocate a global extension using #17/#27. 
 
Figure 38: Relocation option 
The following data will be relocated from the remote server; the administrator should configure the remaining 
settings after the first relocation: 
 First Name 
 Last Name 
 Password 
 Department 
 DID Number 
To relocate the phone, users follow these steps:  
1. Connect the phone. 
2. Enter the extension number and the voicemail password. 
Answer via Clients 
Users with a Polycom Advanced Feature licenses will be able to answer calls via the Polycom phone or a client 
application. 
The MaxCS Clients are now synchronized with Polycom phones; regardless whether you used the client or the 
Polycom phone to place a call on hold, you can retrieve the call from either the client or the phone.   
						

							 
Polycom Configuration Guide   Page 35 of 52 
Client Transfer and Conference Enhancements 
Users with Polycom VVX phones can perform basic call actions, including answering calls, placing calls on hold, 
transferring calls, and joining or starting conference calls. 
In Release 8.0, users with the Polycom Advanced Features licenses have additional ways to join and initiate 
conference calls and perform transfers within the client applications MaxAgent, MaxOutlook, MaxCommunicator, 
and AltiConsole.  
The following table summarizes the various methods to perform each operation. 
Transfer Methods with Polycom Phones 
Transfer Action Procedure in the Client 
Blind Call Transfer 
Method 1: Transfer button 
1 Highlight the connected call.  
2 Enter the number or contact in the Dial box to indicate where to transfer the call. 
3 Click Transfer. (In AltiConsole, click Blind Transfer). 
 
Method 2: Right-click menu 
1 Highlight the connected call.  
2 Right-click a dialable entry and select Blind Transfer. 
Method 3: Drag and Drop, Directory tab 
 Drag a call to an extension on the Directory tab. This will perform a blind transfer. 
Supervised Call 
Transfer 
Method 1: Transfer button 
1 Call the third party. 
2 Highlight the call on hold. 
3 Click Transfer.  
Method 2: Transfer button (not supported in AltiConsole) 
1 Call the third party. After discussion, place that call on hold. 
2 Pick up the other call. 
3 Highlight the connected call. 
4 Click Transfer. 
5 Select the transfer target from the list of calls on hold. 
6 Click Transfer. 
Method 3: Right-click menu 
1 Call the third party. 
2 Right-click the call on hold and select Call Transfer. 
Method 4: Directory tab 
1 Put the first call on hold.  
2 Call the target extension on the Directory tab and discuss the call as needed.  
3 Right-click the original call and select Transfer. 
   
						

							 
Polycom Configuration Guide   Page 36 of 52 
Additional Transfer Options 
You can also transfer calls to other calls that are on hold: 
 While on a call, if the user highlights a call on hold and presses Transfer, the held call will be transferred to the 
connected call. 
 If the user highlights the connected call and presses Transfer, the system will open a pop-up listing the calls on 
hold. The user can select one of those on-hold calls to complete the transfer. 
Conference Methods with Polycom Phones 
Conference 
Actions Procedure in the Client 
Initiate an ad-hoc  
conference 
Method 1: Conference button 
1 Call the third party.  
2 Highlight the connected call and click Conference. 
3 Select one of the conference entries on hold and click Conference. 
Method 2: Conference button 
1 Call the third party. Put the call on hold. 
2 Highlight the call on hold and click Conference. 
Method 3: Right-click menu 
1 Call the third party. Put the call on hold. 
2 Right-click the call on hold and select Join To Conference. 
Method 4: Drag & Drop  (not supported by AltiConsole) 
1 Call the third party. 
2 Drag a connected call entry onto a call on hold, or drag a call on hold entry onto a 
connected call entry. 
Join a call to an 
existing 
conference 
Method 1: Conference button 
1 Call the next party. 
2 Highlight the connected call. 
3 Click Conference. 
Method 2: Right-click menu 
1 Call the next party. 
2 Right-click the connected call and select Join To Conference. 
Method 3: Drag & Drop (not supported by AltiConsole) 
1 Call the new party. 
2 Drag the connected call entry onto any of the hold conference entries. 
 
Directory Dialing (VVX) 
Note:  In order to implement this feature, you must enter an FQDN instead of an IP address in Step 4: Request 
the Certificate on page 12. 
Polycom users can now choose contact from a corporate directory to place calls, transfer calls, and perform other 
basic functions.   
						

							 
Polycom Configuration Guide   Page 37 of 52 
This feature requires a Polycom Advanced Features license, and is only supported on the following VVX model IP 
phones.  (The feature is not disabled for other Polycom models, but it is only supported on VVX phones.) 
 VVX 300/310 
 VVX 400/410 
 VVX 500 
 VVX 600 
A default Directory Profile, named System, is provided by default. It includes all extensions. You can configure 
additional Directory Profiles as needed. 
Note: Polycom phones have a “Directories” button, which shows recent calls. The Directories that you create 
are different; they are company Directories. You may need to explain the difference to your users.  
Adding Polycom Directory Profiles 
To configure additional Polycom directories, 
1. Choose System > Polycom configuration.  
2. Just below the list of profiles on the left, click Add. 
3. Enter a name for this profile. 
4. Using the Add and Remove buttons, build this profile by selecting the departments and extensions that 
you want to include in the profile.  
 
Figure 39: Configure Directory profiles for a Polycom VVX phone 
Offering Directory Profiles for Polycom Users 
To enable directory dialing for a Polycom VVX user,    
						

							 
Polycom Configuration Guide   Page 38 of 52 
1. Select PBX > AltiGen IP Phone Configuration.  
2. Select the extension. On the Polycom tab, check the option Enable Directory Integration. 
 
Figure 40: The option to enable directory integration for a Polycom extension 
3. For the Profile field, select which Directory Profile this extension should use. 
The change will take effect the next time that phone is rebooted.  
Once you have configured the directory profiles in MaxAdministrator and enabled directory integration for 
Polycom extensions, those users can tap a Directory softkey to display contacts within the directory. Users can also 
search the directory to find a contact. 
 
Figure 41:  A sample Directory view on a Polycom VVX phone 
Using the Directory to Transfer Calls 
To ensure that your users can transfer calls, you can perform the following steps with two phones. These steps are 
also included in the MAXCS Polycom VVX User Guide.  
Before you begin, make sure the Directory feature is correctly enabled on Polycom phone A. Make sure this 
extension is working properly by placing and answering calls with it. 
1. Connect a call between phone A and the other phone. 
2. (Recommended) While on the active call, on phone A select Directory. Navigate the list to locate the 
transfer target, but do not select that entry.  
3. If your phone is a model VVX 300, VVX 400, or VVX 1500, press the physical Transfer key on the phone. 
If your phone is a model VVX 500 or VVX 600, press the Home button a few times until the Transfer soft 
key appears along the bottom of the display. Then tap the Transfer softkey. 
4. Press the Home button and select Application.  If you performed step 2, the Directory page will open to 
show the target extension.  If you did not perform step 2, you will need to scroll to find the target 
extension.   
						

							 
Polycom Configuration Guide   Page 39 of 52 
5. Choose the target extension and select the “call” softkey. The line will ring.  Either wait for the agent to 
pick up the call and then choose Transfer (for a Supervised transfer), or choose Transfer while the line is 
ringing for a Blind transfer. 
We recommend that you perform step 2 to avoid hearing a constant dial tone while searching for the target 
contact in step 4.  
Using the Directory to Conference Calls 
Your users will follow this general process to choose a contact from the Polycom Directory to join a conference 
call: 
1.  While you are on a call with another person, select Directory. Navigate the list to locate the next contact 
to join in a conference target, but do not select that entry.  
2. If your phone is a model VVX 300, VVX 400, or VVX 1500, press the physical Conf key on the phone. 
If your phone is a model VVX 500 or VVX 600, press the Home button a few times until the Conf softkey 
appears along the bottom of the display. Then tap the Conf softkey. 
3. Press the Home button and choose Application.  If you performed step 2, the Directory page will open to 
show the target extension.  If you did not perform step 2, you will need to scroll to find the target 
extension. 
4. Choose the contact and tap the “call” softkey. 
Call Record Button (VVX) 
Note:  In order to implement this feature, you must enter an FQDN instead of an IP address in Step 4: Request 
the Certificate on page 12. 
This feature is not supported on VVX1500 models. 
To enable a Record softkey for Polycom VVX extension, 
1. In MAXCS Administrator, select PBX > AltiGen IP Phone > Configuration. 
2. Select the extension and switch to the Polycom tab.  
3. Check the option Enable Record Key. 
This option is initially disabled. 
       
Figure 42: The recording option for a Polycom extension; the Record softkey shown on the VVX phone 
Once this feature has been enabled, the VVX extension user can tap a Record softkey on their Polycom phone to 
choose to record the call in progress.  A new page opens, with a Record button for users to click.   
						

							 
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The content of this recording page is based on the Call recording option of the extension or the workgroup. 
Recording is not available when the extension or workgroup recording method in the call recording option set as 
Disable or Auto record to central location. The recording button only supports the recording method Record on 
demand to central location or Record on demand to extension VM. 
   
Figure 43: The Call Recording options for extensions and workgroups 
The recording buttons only appears when the phone is connected, is part of a conference call, or is monitoring a 
call. 
Expansion Module Support 
MaxCS now supports the Polycom VVX Expansion Module, which is a third-party device that is sold by Polycom to 
work with their model VVX IP phones.  
The BLF slots that you configure will overflow from the VVX phone onto the expansion module. In other words, the 
BLF slots will fill up all available slots on the Polycom phone’s LCD display first, then will begin filling up the 
expansion module.  
Line Park Blinking 
Line Park blinking on the expansion module can become erratic under some specific conditions: 
 Line Park can handle a reasonable amount of traffic on the extension being monitored. If the call volume 
is too high, it will cause high CPU usage and impact the usability of the phone.  
 Consider turning off the BLF/Line park “Splash Display” feature: Select PBX > IP Phone Configuration > 
Polycom > BLF/Line Park and clear the option Enable Splash Display. This will improve the performance 
to some degree.  
 When a call is answered, a popup message may block the user’s BLF and Line park screen the phone. 
Users can press the Home button one or more times to switch to the background and other screens. 
 If the user has a parked or BLF call, the user can press the BLF/Line park key for 3 seconds to get the caller 
ID of the BLF ringing or parked call. 
 If an agent is using the BLF and Line park features a lot, but the phone switches to power saving mode too 
often, have the user open the phone’s menus and select Setting > Basic > Power saving and adjust the 
office hours and timeout settings to the maximum value. This will reduce the frequency of the phone 
switching to power saving mode. 
Crowded BLF/Line Park Display 
If a VVX 500 or VVX 600 model has an expansion module, the BLF/Line Park display on the phone may become too 
crowded. 
To alleviate this over-crowding, you can limit the number of columns that appear on those phones. You edit a 
configuration file to accomplish this.