Frequently Asked Questions about using your Teams Phone.

Learn more about Microsoft Teams.

Download the Teams Phone Quick Reference.

Setting Up Your New Phone

Before you start using your new phone, it is recommended that you review Quick Tips for Poly CCX Business Media Phones with Microsoft Teams  and review the FAQ entries in this section. Additional Poly CCX 400 Phone Documentation (videos, guides, and manuals) is available on the manufacturer's website.

Logging in for the First Time or After Password Change 

1. Your phone will display the screen showing in Figure 1. If your phone shows a black screen, touch it to wake it up.
2. On your computer, go to https://microsoft.com/devicelogin and enter the code on your phone. See Figure 2.
3. You will be prompted to log into Microsoft Authentication Broker. Enter your username (email) and password when prompted. See Figures 3-5.
4. After you have completed login, your phone will begin connecting to Office 365 and will be available for use.

Video: Using Your Phone with Teams

Video Tutorial: CCX with Microsoft Teams Walkthrough

User Configurable Settings

Your phone comes with many user configurable settings, including phone appearance, calling options, voicemail, and ring tone. To access these options:

1. Tap your Profile icon (a circle containing your initials or your picture).
2. Tap Settings.

Some settings, such as  Accessibility and Display, must be accessed via Device Settings. To access these options:

1. Tap your Profile icon (a circle containing your initials or your picture).
2. Tap Settings.
3. Tap Device Settings.

You may also configure some calling settings, such as call answering rules, voicemail, and ringtones, from the Teams desktop client. To access these options:

1. Click the 3 horizontal dots to the left of your profile icon.
2. Select Settings.
3. Select Calls.

See the FAQs on this page for more information on how to configure various options.

Teams Calling

Video: Introduction to Teams Calling 

Using Your Poly CCX Teams Phone

Making a Call

1. Dialing a number Directly:
   1. Pick up the handset or press the Speaker button and the dial pad will appear on the display.
   2. For local, out of area, and long distance calls, dial the 10 digit number (area code + number) and then tap the call button. It is not necessary to dial 1 before long distance calls.
   3. International Calling: If you need to make international calls, please submit a service request. 
2. Calling a Favorite Contact, Speed Dial Contact, or Recent Number/Contact:
   1. Tap the Calls button. 
   2. Favorites and Speed Dial contacts will appear by default under the Favorites tab.
      1. Tap on the profile icon to Call, or
      2. Tap on the 3 vertical dots to view all available options - Call, View Profile, and remove from Favorites/Speed Dial
   3. Recent calls are listed under the Recent tab.
      1. Tap on the phone icon to the right to Call, or
      2. Tap on the profile icon or name to view all available options - Call, View Profile, and Favorite.
   4. After initiating the call, pick up the handset if you do not want to use the speakerphone.
3. Calling Another Type of Contact:
   1. Tap the People button.
   2. View the available list of contacts, which is based on your contacts in Teams and in Outlook.
   3. If the Contact is listed:
      1. Tap the contact you want to call to display their contact card.
      2. If there is a phone number available, a telephone handset will be displayed under their profile information. Tap the telephone handset icon to place the call.
   4. If the Contact is not listed:
      1. You may tap the + button to add a Contact.
      2. When prompted, tap on Add from directory.
      3. Suggested contacts will display. If none of them are the contact you want to add, tap on the white space to the right of "Add" to open the keyboard. You may search by first or last name.
      4. Tap the contact you want to add.
      5. You will be prompted to select a group. Contacts saved to Favorites or Speed Dial will display on the main Calls menu.
      6. Tap the group and then tap the checkmark in the upper right corner.
      7. You will be returned to the People screen and your added contact will display. See "If the Contact is listed" above. 

Answering or Declining a Call

1. You may answer a call by picking up the handset, tapping the speaker button, or pressing the Accept button on the display when there is an incoming call.
2. You may decline a call by tapping the Decline button on the display when there is an incoming call.

Multiple Device Ringing

When you receive a call through Teams, it will ring on your new Polycomm CCX phone and any other device in which you have the Microsoft Teams app installed and running, such as your desktop computer and mobile phone.

Quiet Hours on Mobile Device

If you do not wish to be disturbed on your mobile device during certain times, you can configure that in the Teams app on your mobile device. To do this:

1. Tap your Profile icon (a circle containing your initials or your picture).
2. Tap Notifications.
3. Tap During quiet time.
4. You will see options for setting Quiet Hours and Quiet Days.
5. To set Quiet Hours:
   1. Tap the toggle for Daily quiet hours to set it to the On position.
   2. Enter a start time and end time.
6. To set up Quiet Days:
   1. Tap the toggle for Quiet days to set it to the On position.
   2. Tap the days on which you do not want notifications. Checks will appear to the right.

Transferring a Call

1. From the in-call menu on the bottom of the display, tap the 3 horizontal dots button.
2. Tap Transfer. 
3. You can either select Transfer Now or Consult First. 
4. After you select one of these options, the caller will be placed on hold and hear the default hold music.
5. To Transfer Now
   1. ​Search for the desired contact.
   2. Tap the contact's name or profile picture to select them.
   3. You will see a message that the call is transferring.
   4. You may hang up at this time or wait until the transfer is complete.
6. To Consult First
   1. ​Search for the desired contact.
   2. Tap the contact's name or profile picture to select them and place the call.
   3. Wait for the contact to answer. When ready, tap the Transfer button (a round icon with 2 telephone handsets) to transfer the call.
   4. You will see a message that the call is transferring.
   5. You may hang up at this time or wait until the transfer is complete.

Placing a Call on Hold

1. From the in-call menu on the bottom of the display, click the 3 horizontal dots button.
2. Select Put call on hold.
3. To resume the call, tap the Resume button.

Adding Another Person to a Call

1. During the call, tap the People icon.
2. Tap Add People.
3. To search for someone in the directory or other contact list:
   1. Search for the desired contact
   2. Tap the contact's name or profile picture to select them and add them to the To: list.
   3. Repeat until all contacts are added.
4. To dial an external number instead, you must be using a conference phone.
5. Tap the check next to Add Members to confirm.
6. When completed, tap where indicated to return to the call.

Forwarding Calls

1. On the top right of the display, tap your Profile icon (a circle containing your initials or your picture).
2. A menu will open. Tap Settings.
3. In Settings, tap Calling.
4. In Calling, toggle Call forwarding to the On position
5. The Forward to option will appear under Call forwarding.
6. Tap Forward to and then select one of the following options:
   1. Voice mail
   2. Contact or number
      1. A screen will appear showing the contact or number that is currently selected.
      2. Tap New contact or number to change the current selection.
      3. You may search for people in the LSCPA directory or directly enter a phone number and then tap to select it.
7. To disable Call Forwarding, follow steps 1-3 and then click the Call forwarding toggle to the Off position.

Checking and Managing Voice Mail

Checking Voicemail

1. On the home display tap the Voicemail button.
2. Your voicemail will display in list format and include the caller (if known), the date of the call, and the length of the message.
3. Tap the voicemail to select it. 
4. Provided the call quality was good enough, you will see a text transcript of the voicemail.
5. From the menu below the transcript, you have the following options:
   1. Tap the handset icon to return the call.
   2. Tap the contact card icon to see the known caller information. If they are not already a contact, you may tap the 3 vertical dots to add this caller as a contact.
   3. Tap the trash can icon to delete the voice mail.
6. To listen to the voicemail, tap Play button.

Voicemail in Outlook

When a caller leaves voicemail you will also receive a copy in Outlook.

• Audio: You will have an audio attachment you may listen to from your desktop or mobile phone. 
• Transcript: If the call quality was sufficient, a text transcription of the message will be in the body of the email.

Voicemail in Teams App

You may also check your voicemail in the desktop Teams app.

1. Open the Teams app on your desktop.
2. Select Calls.
3. Select Voicemail.

Changing Voicemail Greeting with your Phone

By default, your voice mail greeting is "[Last Name] [First Name] [MI] is currently unavailable. Please leave a message after the tone. When you have finished, please hang up or press the # key for more options." To change this:

1. On the top right of the display, tap your Profile icon (a circle containing your initials or your picture).
2. A menu will open. Tap Settings.
3. In Settings, tap Calling.
4. Tap Change voicemail greetings.
5. Tap 2 when prompted by the voice response system. You will be given the following options:
   1. Tap 1 to play & record personal greeting.
   2. Tap 2 to play & record greeting for when you're away (vacation, out of office, or away)
   3. Tap * to exit.
6. Follow the prompts to record a personal greeting.

Configuring Voicemail using Teams Desktop Client

1. Open Teams on your desktop computer.
2. Click the 3 horizontal dots to the left of your profile icon.
3. Select Settings.
4. Select Calls.
5. Click the Configure voicemail button. 

Recording a Greeting

1. To record a greeting, click the Record a greeting button. 
2. Press 2 when prompted by the voice response system. You will be given the following options:
   1. Press 1 to play & record personal greeting.
   2. Press 2 to play & record greeting for when you're away (vacation, out of office, or away)
   3. Press * to exit.
3. Follow the prompts to record a personal greeting.

Using Text-to-Speech to Set a Greeting

1. Scroll down to Text-to-speech customized greeting option.
2. Custom greeting: Select the white space below this option and then type your message.
3. Custom out of the office greeting: Select the white space below this option and then type your message.
4. There is no need to type "Please leave a message after the tone. When you have finished, please hang up or press the # key for more options." This text will be added to your custom message.
5. Click on the blue OK button at the bottom of the screen when done or the Cancel button to cancel your changes.

Configuring Your Out of Office Greeting Rules

If you have set a custom out of the office (i.e., away) greeting, you can configure when that will play.

1. Scroll down to Out of office greeting.
2. Check the boxes next to the situations in which your custom out of office greeting should play:
   1. All the time
   2. When I have an Outlook auto-reply
   3. When I have an Out of office calendar event
3. Click on the blue OK button at the bottom of the screen when done or the Cancel button to cancel your changes.

Configuring Call Answer Rules

1. You may configure what happens when a call is answered by voicemail. Options include:
   1. Letting the caller record a message
   2. Letting the caller record a message or be transferred to someone else.
   3. Transferring to someone else without the option to leave voice mail.
2. Click the drop-down and then click the option you wish to select.
3. If you select an option that includes transferring the call, you will have the option to select where the caller will be transferred.
   1. Click the gray box and start typing the name of the person that should receive the transferred call.
   2. Click on the correct person's name or profile icon.
   3. To change the person, click on the X and repeat steps 1-2.
4. Click on the blue OK button at the bottom of the screen when done or the Cancel button to cancel your changes.

Securing Your Phone

Locking and Unlocking Your Phone

To limit access to your phone, set a lock PIN. Consider locking your phone if you want to:

• Prevent unauthorized outgoing calls.
• Prevent people from viewing or modifying phone information, such as your directory, call lists, or favorites.
• Prevent people from accessing your voicemail.

If your phone is in an unsecured area (e.g., not behind a locked door), set a lock PIN.

When you lock your phone, you can do the following:

• Place outgoing calls to emergency and authorized numbers only
• Answer incoming calls, unless your administrator has set your phone to require a password to answer calls
• View the browser, if enabled

Enable Power Saving

To enable Phone Lock, you must have Power Saving enabled.

1. On the top right of the display, tap your Profile icon (a circle containing your initials or your picture).
2. Tap Settings and then Device Settings.
3. Tap Display.
4. Tap the switch next to Power Saving Enabled to toggle it to the on position.
5. Scroll down until you see the following: Office Hours Timeout, Off Hours Timeout, and User Input Timeout.
6. Tap on each one to set the appropriate length of time. 
7. From this screen, you may also configure a screen saver and your office hours.
8. When done, tap the Back arrow and then Save.

Set a Phone Lock PIN

To limit access to your phone, set a phone lock PIN. The phone lock is activated after your phone sits idle for a set amount of time. You can only access the phone lock PIN menu while signed in to Microsoft Teams.

1. On the top right of the display, tap your Profile icon (a circle containing your initials or your picture).
2. Tap Settings and then Device Settings.
3. Select Phone Lock.
4. Select Enable Phone Lock. Note: Once enabled, you must input your phone lock PIN to disable it.
5. Enter a phone lock PIN in both fields, then select OK.
6. Select Phone Lock Timeout to choose the amount of time the phone sits idle after the screen has turned off before locking.

Change your Phone Lock PIN

You can change your phone lock PIN at any time. If you enter the incorrect PIN four times, you are automatically signed out of Teams and the phone lock becomes disabled.

1. On the top right of the display, tap your Profile icon (a circle containing your initials or your picture).
2. Tap Settings and then Device Settings.
3. Select Change PIN.
4. Enter your current pin and your new PIN, then confirm your new PIN.
5. Select OK.

Unlocking Your Phone with a Lock PIN

If you set a lock PIN, enter the lock PIN to unlock your phone. If you enter the incorrect PIN four times, you are automatically signed out of Teams and the phone lock becomes disabled.

1. On the phone screen, swipe up.
2. Enter the PIN.
3. Tap the check mark.