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Phone Frequently Asked Questions (FAQ)

The following is a list of Frequently Asked Questions about using MSU Denver's Polycom telephones. 


What is the easiest way to transfer a call?

  1. Answer the phone call.
  2. Press the Transfer button.
  3. Enter the 5-digit extension that you want to transfer the call to.
  4. Press the Send button.

Is there a way to see calls that were in-bound on the phone (instead of computer)?

When you pick up the phone receiver, a list of recently placed and received calls will display on your phone screen. To navigate through the list of calls, use the Navigation keys on your phone.


How can I stop phone call notifications from being sent to my email?

​For your personal University-provided phone:

  1. Go to the Faculty and Staff Hub.
  2. Click the Email (Office 365) link.
  3. Login to your Office 365 account using your NetID and password.
  4. Click the gear icon located in the upper-right area of the Office 365 display window (next to the ?).
  5. Select the Mail link located near the bottom of the Settings menu.
  6. This opens the Mail options window. On the left side of the screen, you should see an Options menu.
  7. Click the General menu item to expand it.
  8. Click the Voice mail menu item to expand it (if it isn't already expanded).
  9. Click the Notifications menu item to view the notification options available to you.
  10. Un-check the checkbox next to the 'Send an email message to my Inbox when I miss a call' option to deselect it.

For departmental or general numbers, please submit a Helpdesk ticket at support.msudenver.edu​ or 303-352-7548.


How do I delete old numbers called?

  1. Press the Home button.
  2. Select the Directories icon.
  3. Go to Recent Calls.
  4. Highlight the call that you want to delete.
  5. Select Clear​.

I see x (x=number) amount of viewed calls. How do I view the "missed calls"?

  1. Press the Home button.
  2. Select the Directories icon.
  3. Go to Recent Calls.

Or when you pick up the phone receiver, a list of recently placed and received calls will display on your phone screen. To navigate through the list of calls, use the Navigation Keys on your phone.


How do I remove a missed voicemail signal (blinking red light on phone)?

  1. Check your voicemail by first pressing the Home key.
  2. Select the Messages icon.
  3. Login to your voicemail using your PIN.
  4. After listening to your messages, the red light should stop blinking.

How do I remove a missed call notification (flashing message on phone screen)?

​​Press down on the Navigation keys to scroll through your recent calls.


How do I retrieve voicemails?

  1. ​​​Press the Home key.
  2. ​Select the Messages icon.
  3. ​Login to your voicemail using your PIN.
  4. ​OR press the Messages key (2nd key from the bottom on the left side of the phone).
  5. Login to your voicemail using your PIN.

How do I create a personalized voice message?

  1. Dial 5-1000.
  2. Press the asterisk (*) key.
  3. Enter the extension number of your voicemail box.
  4. Enter your PIN.
  5. After you are logged in, you will be prompted with options to set up your voicemail greeting, etc.

How do I see who I missed a call from on my phone?

From the phones idle screen, press the left Navigation Key to view a list of your received calls.


How do I use the automatic quick-call buttons?

  1. ​Sign into Skype for Business using your NetID and password. 
  2. Search for the contact that you want to add by typing their name into the search bar.
  3. After finding the person's contact information, right-click on their name to display a drop-down list of options.
  4. Select the Add to Favorites option from the drop-down list.
  5. After selecting Add to Favorites, the person's name will appear next to the next available line key (or button) on your phone.
  6. Press the button next to the person's name on your phone display and it will automatically dial the phone number.

How do I forward calls to my cell phone?

  1. ​Press the Forward soft key from the home idle screen.
  2. Check the Forward to a Contact box.
  3. Enter your phone number into the Contact box.
  4. Select the More softkey.
  5. Select the Ok softkey.

How do I create contacts name and number short cuts on my phone?

  1. Press the Home key on your phone.
  2. Select the Directories icon.
  3. Select Contacts.
  4. Select Contact Directory.
  5. Press the Add softkey.
  6. Fill in the relevant fields for the contact you wish to add.
  7. Assign a Favorite Index to the contact you added to be able to reach them through the Favorites short cut menu.
  8. Contacts listed as 'Favorites' can be accessed from the home idle screen by pressing up on the directional pad.

How do I redial a number?

  1. From the phone idle screen, press on the right Navigation key. This will bring you to a list of your placed calls.
  2. Highlight the number you would like to call again.
  3. Press the Dial softkey.

What is my login PIN?

  1. Your login PIN will be the same as your voicemail PIN.
  2. ​You should recieve your login PIN via email at the time you are issued your​ phone.
  3. It will also be on the hardcopy one pager that you recieve with your phone at the time it is issued.

How do I change my login or voicemail PIN?

  1. ​Initially, your voicemail and login PIN are synced.
  2. ​To reset your PIN, go to the Faculty and Staff Hub.
  3. Click the Email (Office 365) link.
  4. Login to your Office 365 account using your NetID and password.
  5. Click the gear icon located in the upper-right area of the Office 365 display window.
  6. Select the Mail link located near the bottom of the settings menu.
  7. This opens the Mail' options window.
  8. Click the 'General' options menu item.
  9. Click the Reset my voice mail PIN link.
  10. A dialog box will apear asking if you are sure you want to reset your PIN. Select Yes.

How do I change my ringtone?

  1. Press the Home key on your phone.
  2. Select the Settings icon.
  3. Select Basic.
  4. Select Ring Type.
  5. Select Normal Ring Type.
  6. Check the box of the new ringtone you wish to assign to your phone.

How does a newly hired employee get a phone number?

​​​​​​​Submit a Helpdesk ticket at 303-352-7548 or support.msudenver.edu when the new employee accepts the job offer.


How do I request a physical phone?

​​​​​​​Submit a Helpdesk ticket at 303-352-7548 or support.msudenver.edu.


How do I block a call or number?

You may occasionally receive phone calls that you don’t want to answer, but our phone system does not have a tool for preventing these calls. Skype has email contact blocking tools, but they do not block phone calls. We suggest that you look at the Caller ID (on the phone screen) before answering calls. If the Caller ID indicates an ‘anonymous’ caller or has a mal-formed phone number (that doesn’t have ten digits), press the Reject or Ignore button to send the call to your voicemail. If it’s a valid call, the caller will most likely leave a message, and you can call them back.


How do I sign into a Polycom phone?

  1. ​Select the Sign In softkey (the first of the four buttons under the display).
  2. You will be prompted to “Enter your extension or phone number”.
  3. Enter your 5 digit extension 5XXXX (extracted from 3036X5XXXX.)
  4. Press the Next softkey.
  5. You will be prompted to “Enter your PIN for 5XXXX”. Your PIN number may be found on the Polycomm VVX 411 Phone Quick Reference Guide that you previously received.
  6. Enter your PIN number.
  7. Press the Sign In softkey.
  8. A message will display stating “Signing into Skype for Business this may take several minutes …”
  9. ​After the sign in process is complete you will see your name listed on the top of the display. This will appear next to the first line button. You are now signed into the physical phone.

How do I sign out of a Polycom phone?

  1. ​Press the Home button to go to the main screen. You should see your name listed next to line 1.
  2. Press the More softkey (one of the four buttons under the display) twice to reach the desired screen.
  3. Select the Sign Out softkey.
  4. You will be prompted to confirm this action, after which you will be signed out of the phone.

Further Assistance


If you have additional questions, concerns, or need immediate assistance - Please contact the MSU Denver Helpdesk.


 


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