Troubleshooting

How to program the SmartVoice handset buttons

Learn how to program the soft keys for Shared Call Lines, Busy Lamp Field, speed dial, and function keys on your Polycom business phone via the SmartVoice admin portal.

Introducing the Device Manager

ComplexityMedium

Only the group administrator has access to the Device manager by logging in to https://smartvoice.shawbusiness.ca with the group admin credentials.

To locate the Device Manager follow the steps below:

Only the group administrator has access to the Device manager by logging in to https://smartvoice.shawbusiness.ca with the group admin credentials.

To locate the Device Manager follow the steps below:


This tool can be found by selecting the Device Manager tab in an individual user's profile

Smartvoice dashboard device manager
Smartvoice dashboard device manager

or through the Dashboard, by clicking on the image of the Polycom phone on the far right tab, as shown below.

Select smartvoice device manager icon
Select smartvoice device manager icon
Smartvoice extension displays on top left
Smartvoice extension displays on top left

  1. Select the Device Manager link.

  2. A new window will open.

    • You may need to allow pop-ups on your browser for http://smartvoice.shawbusiness.ca.
  3. You will now be presented with an interactive image of your Polycom handset. The extension of the phone you are working with is always displayed in the top left corner.

    Click the smartvoice device manager link
    Click the smartvoice device manager link

These representations also display the receptionist side car, which is programmable in the exactly same way.

Download SmartVoice feature guide
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How do I program a shared call or virtual line on my SmartVoice phone?

ComplexityMedium

Shared call lines give you the ability to add another user’s phone line (within your own business) on to your own Polycom handset, just as though it was your own SmartVoice phone number. This allows you to transfer incoming callers directly to that extension, and also lets you answer calls directly to that line.

Shared call lines give you the ability to add another user’s phone line (within your own business) on to your own Polycom handset, just as though it was your own SmartVoice phone number. This allows you to transfer incoming callers directly to that extension, and also lets you answer calls directly to that line.

To add a shared call line to your handset, load the Device Manager.

  1. Select one of the empty keys by clicking on it. A pop-up box will appear. Select Click to Setup.
    Select an empty key
    Select an empty key
  2. A small window will pop open. It will ask, What type of key? Select the Type drop-down box and choose Line.
    Choose 'Line' as key type
    Choose 'Line' as key type
  3. The next window will show the available lines within your business/organization that can be added to your handset.
  4. If the user you wish to add is not on the list, then they do not have this feature enabled on their SmartVoice service. The feature Shared Call Appearance can be enabled under the individual profile under Calling Features.
    Search for the user
    Search for the user
  5. You can can also modify the Ringer type.
    • The options are Silent, Normal, and a variety of different ringtones that will apply only when that shared line is ringing.
  6. Once you are satisfied with your selection, press Save All.

Warning: This will reboot your handset, which can take up to five minutes to come back online.

Once the phone boots up again, your shared call lines will now appear as the extension on your display. SmartVoice Device Manager: Shared Call Lines Displayed

Shared Call line is now added!
Shared Call line is now added!

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How do I program the Busy Lamp Field buttons on my SmartVoice phone?

ComplexityMedium

Adding Busy Lamp Field (BLF) to your Polycom handset allows you monitor other users within your business/organization. For example:

  • Incoming calls will flash red on the BLF key.
  • When a user is on a call the BLF key will be green.
  • Incoming calls can be picked up on the BLF line.
  • A beep tone indicator can be added to a BLF line.
    • While on a call, BLF lines will beep to indicate a new call is coming through.
    • To request this feature, call into SmartVoice Support.
  • In some situations you can transfer the call.

Busy Lamp Field DOES NOT allow:

  • Added BLFs to ring.
  • A BLF line that's on hold to be picked up on another extension with the BLF added (this is specific to Shared Call Appearance).

Adding Busy Lamp Field (BLF) to your Polycom handset allows you monitor other users within your business/organization. For example:

  • Incoming calls will flash red on the BLF key.
  • When a user is on a call the BLF key will be green.
  • Incoming calls can be picked up on the BLF line.
  • A beep tone indicator can be added to a BLF line.
    • While on a call, BLF lines will beep to indicate a new call is coming through.
    • To request this feature, call into SmartVoice Support.
  • In some situations you can transfer the call.

Busy Lamp Field DOES NOT allow:

  • Added BLFs to ring.
  • A BLF line that's on hold to be picked up on another extension with the BLF added (this is specific to Shared Call Appearance).

To add BLFs, load the Device Manager

  1. Choose an empty key and select Click to setup.
    Adding busy lamp to polycom phone
    Adding busy lamp to polycom phone
  2. Choose Busy Lamp Field as the Line type.
    Choose busy lamp as the line type
    Choose busy lamp as the line type
  3. Select Search to load the available users and choose which extension you wish to add.
  4. Click on Apply to apply your changes.
  5. Once you are satisfied with your changes, select Save All.

Warning: Your handset will reboot and can take several minutes to come back online.

Once the phone boots up the extension will now be displayed with the name that is assigned to that user.

After reboot, the extension will display with the name that is assigned
After reboot, the extension will display with the name that is assigned

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How do I program the speed dial buttons on my SmartVoice phone?

ComplexityMedium

Adding speed dial soft keys to your handset allows you to quickly place or transfer calls to frequently called numbers. The numbers can be any internal or external number.

Adding speed dial soft keys to your handset allows you to quickly place or transfer calls to frequently called numbers. The numbers can be any internal or external number.

To add speed dial, load the Device Manager.

  1. Choose an empty key and select Click to setup.
  2. Choose Speed Dial as the Line Type.
    Choose Speed Dial as the line type
    Choose Speed Dial as the line type
  3. For internal numbers, add the extension. For external numbers, add the full phone number without spaces or dashes, including the area code. Add '1' if the number is a long distance number.
  4. Add your own customized name in the Label field.
  5. Press Apply. Once you are satisfied with your changes, select Save All.

Warning: Your handset will reboot and can take up to five minutes to come back online.

Once the handset boots back up your custom speed dials will be displayed.

Speed dial has now been added
Speed dial has now been added

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How to program the SmartVoice handset buttons

ComplexityMedium

Did you know:

  • When you first receive your handset the keys are programmed with the most popular function keys.
  • They can be changed by selecting the key in the Device Manager and changing the function type.

Did you know:

  • When you first receive your handset the keys are programmed with the most popular function keys.
  • They can be changed by selecting the key in the Device Manager and changing the function type.

The function keys on your Polycom handset are located at the bottom of the screen on the Polycom business phone. They can be programmed for a variety of different functions.

Function keys
Function keys

  1. Choose either an existing key or an empty one to create a new function and select Click to setup.
  2. Choose Function as the Line Type.
    Choose function key
    Choose function key
  3. After choosing the function you want, click on Apply to apply your changes.
  4. Once you are satisfied with your changes, select Save All.
    Save your changes
    Save your changes

Warning: Your handset will reboot and can take up to five minutes to come back online.

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