Troubleshooting

How to set up and manage SmartVoice directories

Directories allow SmartVoice users to search through their locally saved contacts, recent calls, or the enterprise-wide list of SmartVoice user extensions.

About SmartVoice directories

ComplexityMedium

We will go over how to access the directory via mobile app, desktop app, and your Polycom handset.

The Privacy service allows you to exclude yourself from the group and enterprise directory listings, as well as from the Auto Attendant extension and/or name dialing. You can also prevent your phone status from being available to other users. To access this business phone service follow the steps below.

We will go over how to access the directory via mobile app, desktop app, and your Polycom handset.

The Privacy service allows you to exclude yourself from the group and enterprise directory listings, as well as from the Auto Attendant extension and/or name dialing. You can also prevent your phone status from being available to other users. To access this business phone service follow the steps below.

  1. Log in to smartvoice.shawbusiness.ca with your end user credentials.
  2. Select Profile/911 Update.

SmartVoice Profile/911 Update
SmartVoice Profile/911 Update

  1. Scroll to the Privacy section and make your choice.
    • If you don't see this option listed, have your group administrator contact Business Technical Support to have it activated.
  2. Select Save.

SmartVoice enable privacy
SmartVoice enable privacy

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How do I access directories from the SmartVoice mobile app?

ComplexityMedium

All directory options are found from within the Contacts button at the bottom of the mobile app. The device will show the last directory used. You can modify this by selecting the current option at the top, then choosing a new directory to view.

All directory options are found from within the Contacts button at the bottom of the mobile app. The device will show the last directory used. You can modify this by selecting the current option at the top, then choosing a new directory to view.

SmartVoice app contacts button
SmartVoice app contacts button

  • SmartVoice Contacts: Locally saved contacts within the SmartVoice app.
    • These contacts synchronize between other mobile/desktop SmartVoice app devices with the same user login but not with Polycom phones.
    • This option can either show All or Online users (only).
  • Local Address Book: The device's address book, which shows all contacts from an individual's personal address book on the device.
  • Directory: The Enterprise Directory.

SmartVoice select a contact
SmartVoice select a contact

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How do I access my directory from the SmartVoice desktop app?

ComplexityMedium

Contacts in the Desktop app are categorized by:

  • Contacts: Locally saved contacts within the SmartVoice app.
  • Directory: The Enterprise Directory (all contacts within your organization).

The steps below will show you how to access your Contacts and add Directory contacts to your personal contact list.

Contacts in the Desktop app are categorized by:

  • Contacts: Locally saved contacts within the SmartVoice app.
  • Directory: The Enterprise Directory (all contacts within your organization).

The steps below will show you how to access your Contacts and add Directory contacts to your personal contact list.

Desktop App Contacts
Desktop App Contacts
Contacts:Locally saved contacts within the SmartVoice app synchronize between other mobile/desktop SmartVoice app devices with the same user login but not with Polycom phones.

Just like the phone app, this option can either show All or Online Users (only) by going into the Contacts menu and selecting 'Show Offline Contacts'.

SmartVoice locally saved contacts
SmartVoice locally saved contacts


Desktop App Directory
Desktop App Directory

Directory: The Enterprise Directory shows all contacts within your organization To add a user from the Directory to your contact list:

  1. Select a contact from the Directory
  2. Right click to open option menu
  3. Select Add Contact
    • This adds the user to your personal Contact list
  4. Select Contact icon
  5. Locate the new contact in the list
  6. Right click to open option menu
  7. Select either Set as Favorite or a group
  8. The contact should now be found in the list you chose

Adding SmartVoice contacts
Adding SmartVoice contacts

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How do I access my directory from the SmartVoice business phone?

ComplexityMedium

Did you know the directories in the Polycom handsets do not synchronize between phones and/or the SmartVoice app.

The directory structure is set up differently than the SmartVoice app. It is categorized by the following:

  • Contact Directory
  • Recent Calls
  • Enterprise Directory
  • Enterprise Common Directory

Keep reading for more information on these directories and how to access them.

Did you know the directories in the Polycom handsets do not synchronize between phones and/or the SmartVoice app.

The directory structure is set up differently than the SmartVoice app. It is categorized by the following:

  • Contact Directory
  • Recent Calls
  • Enterprise Directory
  • Enterprise Common Directory

Keep reading for more information on these directories and how to access them.

To acces the directory from your Polycom phone:

The method will vary depending on your phone model.

Start by pressing the Home button

Polycom Home button
Polycom Home button

Touch screen 500/600 series: Press the Directories button on the screen

Polycom touch directories
Polycom touch directories
Non-touch screen 300/400 series: Use the direction pad to highlight 'Directories', then press the centre button to select.
Polycom 400vvx
Polycom 400vvx
Choose a directory either with the scroller on older models or on the touch screen
Polycom Directory
Polycom Directory


Contact Directory

  • Displays contacts saved directly to this phone, often as speed dials. Typically, this would be contacts outside of the company.
  • Contacts don't synchronize between phones and/or the SmartVoice app.

Recent Calls

  • A list of all the recently placed or received calls.
  • Selecting an entry and pressing the dial key will call that number.
    View recent calls
    View recent calls

Broadsoft Directory This is the Enterprise Directory.

  • You can search and view Active Directory global address list of your enterprise.
  • Query by name, phone number, extension etc.
  • Unable to add/modify/delete the contents Enterprise Directory as it is not a personal directory but contains all names and phone numbers within the Enterprise.

Search by entering keyword(s) using the phone's dial pad on non touch Polycom phones

Enter key words
Enter key words
Directory will find partial/full matches
Directory will find partial/full matches
Select an entry
Select an entry
Polycom 500 and 600 series phones can show onscreen keypads by pressing the top-right keyboard icon
Polycom keypad
Polycom keypad

Advanced Search Search specific fields for more targeted search results

  1. Press or select AdvFind button.
    Enterprise Directory Advanced Find
    Enterprise Directory Advanced Find
  2. Select a specific field to search: First Name, Last Name, Phone Number, or Extension (the Mobile Phone field isn't used at this time).
  3. Once the contact is found, select the entry and press the dial key.
    Enterprise Directory Advanced Search
    Enterprise Directory Advanced Search

The Enterprise Common Directory allows you to view the common contact (names and phone numbers only) of the enterprise.

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