Polycom Compatibility

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The HostedSuite Server can work with the Polycom VVX model of phones, specifically Polycom VVX models: 101, 150, 201, 250, 300, 301, 310, 311, 350, 400, 401, 410, 411, 450, 500, 501, 600, 601, 1500 & SoundStructure VoIP Interface phones.

Any of the VVX models on the Polycom Phone Finder page are compatible

We require UC Software version 5.9 and above and have tested in the lab with version

We test on the 401 Series internally

Polycom Pre Configuration Checklist

  1. Configure the Polycom phone with a static IP address
  2. Make sure that all call functionality works on the Polycom including receiving incoming calls, transfers, voicemail, and that the PBX is sending screen pop information as described below
  3. Ensure that the Polycom is running UC Software 5.9.0 or greater. It can be updated on the web interface from Utilities > Software Update
  4. Verify that you can login to the Polycom phone's web interface as admin using its IP address from the HostedSuite Server

Screen Pops on SIP Systems

We have a full article on this topic SIP Screen Pops

HostedSuite is designed to screen pop differently for each DID that is screened by the receptionist.

On traditional PBXs this was done using the DNIS for the incoming call.

On SIP systems, this is done differently. The SIP phone system should be configured to modify the caller name (FROM name in the SIP header) for the incoming call with a prefix so that we can uniquely identify which DID was called. Typically this is done using hunt groups.

For example, client A's DID is 555-1212. A hunt group will be created named "Client A". It's members will be any receptionist SNOM phones. The phone system will then be set to prefix the caller name for any calls with the name of the hunt group. So an incoming call from Patrick Greene to Client A's DID will ring the hunt group and the hunt group will send that call to the SNOM phone(s) and prefix the caller name, so on the display of the SNOM, the caller will look something like "Client A - Patrick Greene".

Each new client would have its own hunt group with same members and rules. The prefix would be different for each hunt group allowing HostedSuite to determine which record to display on the screen for incoming calls.

This can also be done on some PBXs using custom dial plans or other functionality specific to the PBX, the main point here is that the FROM header of the SIP packet looks something like the following:

From: "Screen Pop 1 - Patrick G" <sip:18144043093@example.pbx.com>;tag=9fxced76sl
From: "Screen Pop 2 - Patrick G" <sip:18144043093@example.pbx.com>;tag=9fxced76sl
From: "Screen Pop 3 - Patrick G" <sip:18144043093@example.pbx.com>;tag=9fxced76sl

Where in the above Screen Pop 1/2/3 is the actual screen pop for the client (e.g. their DNIS), Patrick G is the actual original FROM name (CID name), and 18144043093 is the caller number.

This can easily be verified by looking on the display of the handset when a call comes in, if this information is showing up for each client, you are good to go, otherwise, the PBX needs to be reconfigured to send screen pop information in the FROM name header.

Configuring the Polycom phone(s)

The following steps will need to be done for each Polycom phone you are working with.

Login to the Polycom phone as an admin first

  1. You will need to change the Polycom's admin password to something other than the default "456" that it ships with. Anything will work, we default to "admin" in the lab. TO change the admin password click on Settings > Change Password.
  2. On the Polycom web interface, you must enable REST API. Click on Settings > Applications, expand the black REST API section and choose "Enabled". Save your changes.

Connection Settings

Unlike SNOM, there are no settings that you need to specify on the Polycom Connection section, just choose Polycom as the provider type and then go into the Devices panel.

Device Settings

For each Polycom phone that you want the HostedSuite Server to monitor, add a device and enter the following settings:

Name Description
Number The extension of the phone - if you don't have a specific extension associated with the phone, you can just put a name in like "Front Reception"
IP Address The IP Address of the Polycom phone

To determine the IP Address of the Polycom from the phone, press the Help button and then press the IP Addr. soft key at the top of the phone

Password This is the Admin password for the Polycom phone (the one you changed above)

Note, the user name on Polycom phones is always "Polycom" so you do not need to specify it here. The only 3 things we need are Extension, IP address, and Password.

Once you have added all your Polycom phones, you can click Save and login.

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