Configure Your Desk Phone with CloudCall o1 (Polycom)

CloudCall o1 integrates with Polycom phones, letting you manage your devices through the CloudCall o1 Workspace. Calls will ring on both your device and desktop, with synced settings and logs for total flexibility whether you're working from the phone at your desk or on your computer.

This guide walks you through setting up and using your integrated desk phone with CloudCall o1. 

1. Deprovision 
2. Add and Assign
3. Factory Reset
4. Test
5. Use Your Integrated Device
6. Supported Devices
7. Q&As

1) Deprovision Your Device 

Ensure your device has been de-provisioned from any previous VoIP provider configurations.

If switching from Classic to o1, the CloudCall Telco team will handle de-provisioning.

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2) Add and Assign Your Device 

Administrators can add and designate devices in the CloudCall o1 Workspace. Here's how:   

1. Navigate to Company Settings > Desk Phones> Add Device 
2. Select Manufacturer* and Model*
3. Name the Device*
4. Specify the MAC address*
5. Designate device as Conference Room or User*
   • Conference Room: Choose for a shared device, shared telephony experience 
   • User: Choose if only one person will be using the device 
6. Assign the Device* to a User: Select from dropdown list of staff in your account

📝 Note: The User or Conference Room must already be provisioned on the o1 platform and have the latest CloudCall o1 for Desktop (Softphone) installed. 

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3) Factory Reset Your Device  

If you're moving from Classic to CloudCall o1 and need to bring over your devices, you'll need to perform a factory reset after the devices have been deprovisioned. Here's how: 

Reset your Polycom desk phone(s) to factory settings: 

1. 1. 1. Disconnect the power by unplugging the adapter or Ethernet cable (if using PoE).

      2. Reconnect power and immediately press and hold specific key combinations during the boot-up process until a password prompt appears.

      3. When prompted, enter the administrator password (default password is often 456). 

Performing a Factory Reset on Polycom Phones Without a Password

If you need to reset a Polycom phone but don't have the administrator password, follow these steps:

Step 1: Locate the MAC Address

Before starting the reset process, find the phone’s MAC address on the sticker located on the back of the device. This is a 12-digit alphanumeric code (e.g., 64167FXXXXXX or 0004F2XXXXXX). Make a note of this, as it will be required later as the reset password.

Step 2: Initiate the Factory Reset

1. Power off the phone by unplugging it from the power source or network cable.
2. Reconnect the power to turn the phone back on.
3. When the "Cancel" option appears on the screen, press it immediately.
4. Press and hold the designated key combination for your specific Polycom model:

Polycom Model	Key Combination
VVX Series (101, 201, 300, 301, 311, 400, 401, 410, 411, 500, 501, 600, 601)	1, 3, 5
SoundPoint IP Series (320, 321, 331, 335, 430) and SoundStation IP 5000, Duo	1, 3, 5, 7
SoundPoint IP Series (301, 501, 550, 600, 601, 650) and VVX 1500	**4, 6, 8, ***
SoundStation IP 6000	**6, 8, ***

5. Continue holding the keys until the system prompts for an admin password.

Step 3: Enter the Reset Password

• When prompted, enter the MAC address of the phone as the password.
• Use the phone’s keypad to input the characters. You may need to switch between numeric and alphanumeric entry modes to enter it correctly.

Step 4: Confirm the Reset

• Once the MAC address is entered correctly, the system will ask for final confirmation to proceed with the reset.
• Confirm, and the phone will reboot to complete the reset process.

Troubleshooting

• If the password is entered incorrectly, you will be returned to the password prompt. Press Cancel and try entering it again.

This process will restore the phone to its factory settings, allowing you to set it up again as needed.

 

⚠️ Important: A factory reset erases all custom configurations and restores default settings. After resetting, you may need to reconfigure the phone or re-provision it with your VoIP system. If you face issues, refer to your specific model's user manual or visit the Poly Support Center.

⚠️ Important: As with Polycom, backup essential settings before performing the reset.

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4) Test the Device 

1. Power on the desk phone
2. Plug in the Ethernet cable
3. Wait for the device to update its configuration
4. Verify the extension number is displayed
5. Make a test call to confirm functionality

Once Added and Assigned, when a call is made to the user's designated CloudCall number, all inbound calls will ring to the user's softphone and connected device. 

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5) Use Your Integrated Device 

Use a Desk Phone without the Softphone

You can perform normal desk phone functions like making and receiving calls, but to utilize Click-to-Call, Real Time Coach, SMS, and synced CRM notes, the Softphone is required. 

 

Access Voicemail from Your Device

Dial 972 to access desk phone voicemail.

 

Host a Conference Call from Your Device

Multi-way bridging allows multiple parties to join an active call, turning it into a conference call. This means that if you answer a call on your desk phone, you can add additional participants directly from the desk phone without needing to transfer the call to another device or system. This feature is useful for impromptu meetings or collaborative discussions, as it allows you to seamlessly connect more people to the conversation in real time.

 

Access Desk Phone Call Playbacks and Recordings 

Desk phones do not support recording playback functionality directly. Users can playback or review call recordings through the Softphone. 

Monitor Desk Phone Calls

Visual indicators for desk phone calls appear in the live feed, ensuring users can track calls answered on their desk phones. 

 

Access and Sync Desk Phone Call Notes to Your CRM

You can view or add call notes via the Softphone. This feature ensures that any notes taken are automatically synced to your CRM, providing seamless record-keeping for your calls.

 

Set Your Device as the CRM Click-to-Call Default 

The Softphone acts as a companion to the desk phone, enabling features like integrated CRM notes and Click-to-Call from your CRM. You can make your integrated device the default for CRM initiated outbound calls. Here's how:

1. On your desktop, open your softphone and navigate to More > Call Settings 

4. Select a Default Device: Desk phone or Softphone 

• Desk Phone: Click-to-Call will rout to the desk phone 
• Softphone: Click-to-Call will rout to the Softphone 

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Supported Devices

CloudCall o1 supports a wide range of Polycom phones. 

Here are some of the popular supported models:

• Top Polycom Models:

  • VVX 201, VVX 250, VVX 311, VVX 411, VVX 450
  • SoundPoint IP 550, IP 650, IP 670
  • Trio C60

For the full list of supported make and model details review the list below or contact CloudCall support as the list is subject to change. 

CloudCall o1 Supported Polycom Devices

• Polycom VVX 501
• Polycom SoundPoint IP 321
• Polycom SoundPoint IP 331
• Polycom SoundPoint IP 450
• Polycom SoundPoint IP 550
• Polycom SoundPoint IP 650
• Polycom SoundPoint IP 670
• Polycom VVX 101
• Polycom VVX 150
• Polycom VVX 201
• Polycom VVX 250
• Polycom VVX 300
• Polycom VVX 301
• Polycom VVX 310
• Polycom VVX 311
• Polycom VVX 350
• Polycom VVX 400
• Polycom VVX 410
• Polycom VVX 411
• Polycom VVX 450
• Polycom VVX 500
• Polycom VVX 501
• Polycom VVX 600

 

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Q&As  

Q: Can one user be assigned to multiple devices?

A: Yes. 

Q: Can multiple users be assigned to the same device? 

A: No. 

Q: Can I switch an ongoing call from a desk phone to a Softphone or mobile device?

A: Call Switching is currently not available.

Q: Can I playback or listen to my call recordings via a desk phone?

A: It is recommended that you install a softphone for call recording playbacks.

Q: Do I need a CloudCall subscription to use an integrated device?

A:  Conference room phones require a license. You can hot desk a conference room phone. 

Q: Can I see missed desktop call notifications remotely? 

A: Not yet, but this enhancement is planned for a future release. 

Q: Do my desk phone contacts sync to my CRM?

A: Not yet, but this enhancement is planned for a future release. 

Q: Can I answer or end calls using a headset?

A: Not yet, but our list of supported devices will continue to expand. 

Q: Who is responsible for the desk phones and conference phones I use with CloudCall?
A: Customers are responsible for providing and maintaining their own desk and conference phones. CloudCall integrates with customer-provided equipment (CPE), facilitating software integration and offering related support. For hardware maintenance, functionality issues, or warranty claims, please contact the device manufacturer.

Q: Can I buy desk or conference phones directly from CloudCall?
A: No. CloudCall does not sell or resell physical desk or conference phones. We focus on providing the software that integrates with the equipment you choose to use.