Polycom IP Phone Soundpoint IP 550 User Manual
User Guide for the  
Polycom® SoundPoint IP® 550 Phone  
SIP 3.1  
June, 2014 Edition  
1725-12500-001 Rev. E  
SIP 3.1  
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About This Guide  
Thank you for choosing the Polycom® SoundPoint IP 550, a full-duplex,  
hands-free SIP desktop phone. This unit provides business telephony features  
and functions such as multiple call appearances, call hold, transfer, and  
conference over an IP network.  
This guide includes overview information that you may find helpful when  
you are first learning about your phone, or when you have experience but  
need a quick refresher. Be sure to verify with your system administrator that  
your network is prepared for configuring your SoundPoint IP 550 phone. As  
well, be sure to read the Getting Started with Your Phone and Regulatory  
Notices sections in this guide before you set up and use your SoundPoint IP  
550 phone. You can also find this information at  
http://www.polycom.com/support/voicedocumentation/.  
Changes to This Guide  
The following section is new for this edition:  
Registering Your SoundPoint® IP 550 Desktop Phone on page 1-9  
•
Major updates have occurred to the following sections since the previous  
edition:  
•
•
•
Selecting the Correct Headset for Electronic Hookswitch on page 2-7  
Assigning Speed Dial Keys on page 3-22  
Restarting Your Phone on page 4-8  
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User Guide SoundPoint IP 550 Phone  
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Contents  
About This Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iii  
Changes to This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . –iii  
Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 0–v  
1 Getting Started with Your  
SoundPoint® IP 550 Desktop Phone . . . . . . . . . . . . . . . . . . . . . 1–1  
Parts List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–2  
Assembling Your SoundPoint® IP 550 Desktop Phone . . . . . . . . . . . . . . . 1–3  
Connecting Network and Power Source . . . . . . . . . . . . . . . . . . . . . . . . 1–3  
Connecting the Handset and Optional Headset . . . . . . . . . . . . . . . . . 1–5  
Attaching the Base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–6  
Registering Your SoundPoint® IP 550 Desktop Phone . . . . . . . . . . . . . . . . 1–9  
Features of Your SoundPoint® IP 550 Desktop Phone . . . . . . . . . . . . . . . . 1–9  
Before You Use Your SoundPoint® IP 550 Desktop Phone . . . . . . . . . . . 1–13  
Using the Navigation Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1–13  
2 Customizing Your SoundPoint® IP 550 Desktop Phone . . . . . 2–1  
Configuring Basic Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–2  
Changing the Appearance of Time and Date . . . . . . . . . . . . . . . . . . . . 2–2  
Changing the Display Contrast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–3  
Changing the Backlight Intensity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–3  
Enabling the Headset Memory Mode . . . . . . . . . . . . . . . . . . . . . . . . . . 2–5  
Selecting the Correct Headset for Electronic Hookswitch . . . . . . . . . 2–7  
Selecting the Ring Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–7  
Changing the Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–8  
Chaning the Graphic Display Background . . . . . . . . . . . . . . . . . . . . . . 2–9  
Muting the Microphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–10  
Adjusting the Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–10  
Managing Call Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–11  
Managing Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–12  
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User Guide SoundPoint IP 550 Phone  
Adding Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–13  
Editing Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–16  
Deleting Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–17  
Placing Calls to Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–17  
Searching for Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–18  
Managing Incoming Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–20  
Distinguishing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–20  
Rejecting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–21  
Diverting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–21  
System Customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–22  
Supporting Multiple Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–22  
Supporting Multiple Line Keys Per Line . . . . . . . . . . . . . . . . . . . . . . 2–23  
Supporting Shared Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2–24  
3 Using the Basic Features of Your SoundPoint® IP 550 Desktop  
Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–1  
Placing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–2  
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–4  
Ending Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–7  
Redialing Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–8  
Placing Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–8  
Hosting Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–9  
Setting Up Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–10  
Managing Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–12  
Adding Parties to Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–14  
Joining Conferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–16  
Splitting Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–16  
Ending Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–16  
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–16  
Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–19  
Enabling Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–21  
Assigning Speed Dial Keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–22  
Using Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3–25  
4 Using the Advanced Features of Your SoundPoint® IP 550  
Desktop Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–1  
Using Multiple Call Appearances . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–1  
Using Text Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–3  
Using Buddy Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–5  
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Contents  
Presence Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–5  
Managing Buddies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–6  
Integrating With Microsoft Live Communications Server 2005 . . . . 4–7  
Restarting Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4–8  
5 Troubleshooting Your  
SoundPoint® IP 550 Desktop Phone . . . . . . . . . . . . . . . . . . . . . 5–1  
Power and Startup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–2  
Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–2  
Access to Screens and Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–3  
Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–4  
Calling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–4  
Displays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–6  
Productivity Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–7  
Testing Phone Hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5–7  
Regulatory Notices . . . . . . . . . . . . . . . . . . . .Regulatory Notices–1  
Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index–1  
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User Guide SoundPoint IP 550 Phone  
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1
Getting Started with Your  
SoundPoint® IP 550 Desktop Phone  
This chapter provides basic installation instructions and information for  
obtaining the best performance with the Polycom® SoundPoint IP 550 desktop  
phone.  
The SoundPoint IP 550 provides a powerful, yet flexible IP communications  
solution, delivering excellent voice quality. The high-resolution graphic  
display supplies content for call information, multiple languages, directory  
access, and system status. The SoundPoint IP 550 supports advanced  
functionality, including multiple call and flexible line appearances, HTTPS  
secure provisioning, simplified configuration, presence, custom ring tones,  
local conferencing, applications, and Polycom® HD™ Voice technology.  
This chapter contains:  
•
•
•
•
•
Parts List  
Assembling Your SoundPoint® IP 550 Desktop Phone  
Registering Your SoundPoint® IP 550 Desktop Phone  
Features of Your SoundPoint® IP 550 Desktop Phone  
Before You Use Your SoundPoint® IP 550 Desktop Phone  
To customize your phone, refer to Customizing Your SoundPoint® IP 550  
Desktop Phone on page 1-1. To read about the phone’s basic features, refer to  
Using the Basic Features of Your SoundPoint® IP 550 Desktop Phone on page  
3-1. To read the phone’s advanced features, refer to Using the Advanced  
Features of Your SoundPoint® IP 550 Desktop Phone on page 4-1.  
If you require additional information or assistance with your new phone,  
contact your system administrator.  
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User Guide SoundPoint IP 550 Phone  
Parts List  
The following components are included in your SoundPoint IP 550 package:  
•
•
•
Polycom SoundPoint IP 550 phone  
handset and handset cord  
Phone Base  
1 - 2  
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Getting Started with Your SoundPoint® IP 550 Desktop Phone  
•
Network / Power Cable  
•
Quick Start Guide and registration card  
Check this list before installation to ensure that you have received each item.  
If you are missing any items, contact your system administrator.  
Assembling Your SoundPoint® IP 550 Desktop Phone  
This section describes how to assemble your SoundPoint IP 550 phone:  
•
•
•
Connect network and power source  
Connect handset and headset (optional)  
Attach phone base  
If your phone is already assembled, go directly to Features of Your  
SoundPoint® IP 550 Desktop Phone on page 1-9.  
Connecting Network and Power Source  
You have two options for network and power source connections. Your  
system administrator will advise you on which one to use.  
You can use one of the following methods:  
•
•
AC power  
Power over Ethernet (PoE)  
1 - 3  
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User Guide SoundPoint IP 550 Phone  
AC Power  
To connect the AC power:  
1. Connect the supplied network cable between the LAN jack on the phone  
and the LAN port on the wall or hub/switch device port.  
2. Connect the DC plug on the power adapter to the DC 24V jack marked on  
the SoundPoint IP 550 phone or DCjack marked on the SoundPoint IP 560  
phone.  
3. Connect the country-specific AC cord to the power adapter.  
Power  
Adapter  
(24V DC)  
PC Connection  
(optional)  
Network  
Port  
SoundPoint IP 550  
Power  
Adapter  
(48V DC)  
PC Connection  
(optional)  
Network  
Port  
SoundPoint IP 560  
Power over Ethernet  
Using a regular CAT5 cable (optional accessory from Polycom), the phone can  
be powered from a PoE (IEEE 802.3af) compliant switch or hub.  
1 - 4  
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Getting Started with Your SoundPoint® IP 550 Desktop Phone  
To connect the PoE:  
•
Plug the supplied network cable between the LAN jack on the phone and  
an available power and data port on the in-line power switch.  
PC Connection  
(optional)  
IEEE 802.3af compliant  
PoE Hub/Switch  
(terminal or middpan)  
SoundPoint IP 550  
PC Connection  
(optional)  
IEEE 802.3af compliant  
PoE Hub/Switch  
(terminal or middpan)  
SoundPoint IP 560  
Connecting the Handset and Optional Headset  
To connect the handset and optional headset:  
1. Connect the short straight end of the phone cord to the handset and the  
corresponding longer straight end of the cord to the handset jack on the  
back of the phone.  
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User Guide SoundPoint IP 550 Phone  
2. Connect the headset (optional) to the headset jack on the back of the  
phone.  
Headset  
(optional)  
Handset  
For information on supported headsets, go to www.polycom.com/support/voice and  
enter “Headset Compatibility List” in the Knowledge Base text box.  
Attaching the Base  
The phone base can be attached to the SoundPoint IP 550 in one of two ways:  
•
•
As a desk mount  
As a wall mount  
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Getting Started with Your SoundPoint® IP 550 Desktop Phone  
To attach the base as a desk mount:  
1. Place all cords in the recessed area above the modular jacks.  
2. Align the two protrusions on the bracket with their corresponding holes  
in the phone.  
3. Snap them together to lock the base to the phone.  
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User Guide SoundPoint IP 550 Phone  
To attach the base as a wall mount:  
1. Place all cords in the recessed area above the modular jacks.  
2. On the back of the phone, remove the key located behind the hookswitch  
and reposition it so that the end tab (at a 450 angle) is facing up.  
3. With mounting tab of the base unit facing up, fasten the base unit to the  
wall mount using wall anchors (not included).  
The wall mount is not included in SoundPoint IP 550 package. Contact your system  
administrator if you require one.  
Note  
1 - 8  
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Getting Started with Your SoundPoint® IP 550 Desktop Phone  
Registering Your SoundPoint® IP 550 Desktop Phone  
Generally, your phone will be deployed with multiple other phones. In this  
case, your system administrator will configure the phone parameters  
beforehand, so that once it is set up, it will be registered and ready to use.  
If your phone is not part of a large deployment, it may not be registered after  
you set it up. Before you use your phone, you or your system administrator  
will have to register it.  
For detailed information on how to register your phone after you install it,  
refer to Quick Tip 44011 Registering Standalone SoundPoint IP, SoundStation IP,  
and Polycom VVX Phones, available from  
http://www.polycom.com/usa/en/support/voice/soundpoint_ip/VoIP_T  
echnical_Bulletins_pub.html .  
Features of Your SoundPoint® IP 550 Desktop Phone  
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User Guide SoundPoint IP 550 Phone  
The features of your SoundPoint IP 550 phone are:  
Item  
Description  
1
2
Message Waiting Indicator  
Arrow Keys  
Alert for voice and text (instant) messages.  
Scroll through displayed information.  
Select a field of displayed data.  
Delete displayed data.  
Feature Keys:  
3
Allow you to quickly access important features  
with a single press.  
4
Microphone Mute  
Headset  
Mutes audio transmission locally during calls  
and conferences.  
5
6
7
Allows you to place and receive calls through  
an optionally connected headset.  
Allows for hands-free communication during  
calls.  
Speakerphone  
Hands-free Microphone  
Picks up audio during hands-free calls. Place  
your phone on a hard, flat surface for best  
results.  
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Getting Started with Your SoundPoint® IP 550 Desktop Phone  
Item  
Description  
8
9
Volume Keys  
Adjusts the volume of the handset, headset,  
speaker, and ringer.  
Dial Pad  
Provides the 10 digits, the alphabetic  
characters, and special characters available in  
context-sensitive applications.  
10  
11  
Holds an active call or resumes a held call.  
Hold  
Speaker  
For ringer and hands-free audio output.  
12 Soft Keys  
These keys are automatically labeled to identify  
their context-sensitive functions.  
13 Color Graphic Display  
Shows the user interface of the phone. For  
more infomration, refer to Information Status on  
page 1-7.  
Associated line icons are described in the  
following table.  
14 Line/Speed Dial Key  
15 Line Indicators  
Use these keys to activate up to lines or speed  
dials that can be assigned to your phone.  
Individual multi-color LEDs display the dynamic  
call state and remote user status (busy lamp  
field (BLF) and presence). The mapping is:  
•
•
Solid green—An active call is in progress.  
Fast flashing green—There is an incoming  
(ringing) call.  
•
Flashing green—The call is held by the  
other party.  
•
•
Flashing red—The call is on hold.  
Solid red—The line is busy remotely  
(shared lines)  
16 Hookswitch  
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User Guide SoundPoint IP 550 Phone  
Icons associated with the line keys appear on the graphic display and  
represent:  
Icon  
Description  
Registered line (solid)  
Registered shared line  
Unregistered line (outline)  
Voice mail/Text messages  
Speed dial  
Ringing  
Call in progress with HD Voice  
Call in progress  
Call Forward  
Held/On Hold Line  
Do Not Disturb  
Conference  
Presence/Busy Lamp Field (BLF)  
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Getting Started with Your SoundPoint® IP 550 Desktop Phone  
Before You Use Your SoundPoint® IP 550 Desktop Phone  
The background and key colors that appear on your SoundPoint IP 550 phone may  
differ from the screenshots that appear in this user guide.  
Note  
Using the Navigation Keys  
To help you navigate menus and enter data, use these tips:  
•
•
To scroll through lists, press or hold down  
or  
.
Press the * key to page up. Press the # key to page down. Use these  
shortcuts when lists appear on more than one page.  
•
To move one level down and one level up when menus have submenus,  
use  
and  
.
•
To exit from any menu, press  
.
•
•
To exit from any directory, press  
.
Use the dial pad keys to navigate through and make selections in  
numbered menu lists.  
•
To enter text using the dial pad, press the number keys one or more times.  
For example, for ‘A’ press 2 and for ‘C’ press 222. When in text entry mode,  
the title will show whether keys will generate digits (1), upper-case (A), or  
lower-case (a) characters— use the 1/A/a soft key to change—and whether  
keys will generate ASCII, Latin, Cyrillic, Katakana, or Unicode  
characters—use the Encoding soft key to change.  
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User Guide SoundPoint IP 550 Phone  
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2
Customizing Your SoundPoint® IP 550  
Desktop Phone  
You can customize your Polycom® SoundPoint IP 550 desktop phone by  
adjusting settings such as: time and date, display contrast, and ring type. You  
can add contacts to the phone’s directory manually or from call lists. You can  
handle incoming calls from different contacts in different ways.  
This chapter provides basic operating instructions for customizing your  
SoundPoint IP 550 phone. This chapter contains:  
•
•
•
•
Configuring Basic Settings  
Managing Call Lists  
Managing Contacts  
Managing Incoming Calls  
Some customizations of your SoundPoint IP 550 phone are performed by your  
system administrator. These include:  
•
•
•
Supporting Multiple Lines  
Supporting Multiple Line Keys Per Line  
Supporting Shared Lines  
To read about the phone’s basic features, refer to Using the Basic Features of  
Your SoundPoint® IP 550 Desktop Phone on page 3-1. To read about the  
phone’s advanced features, refer to Using the Advanced Features of Your  
SoundPoint® IP 550 Desktop Phone on page 4-1.  
If you require additional information or assistance with your new phone,  
contact your system administrator.  
2 - 1  
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User Guide SoundPoint IP 550 Phone  
Configuring Basic Settings  
You can configure basic settings such as appearance of the time and date,  
display contrast, backlight intensity, headset memory mode, headset  
hookswitch selection, ring type, audible ringer, language support localization,  
background pattern and soft key label color through the phone’s menu.  
Changing the Appearance of Time and Date  
The time and date appears on the graphic display of the SoundPoint IP 550  
phone. If the phone cannot obtain a time and date from the call server, the  
display will flash. Contact your system administrator if either the time or date  
is incorrect.  
You can select from various formats for the time and date display. You can also  
disable the time and date so they do not display on the phone.  
To configure the time and date formats:  
1. Press  
.
2. Select Settings > Basic > Preferences > Time & Date.  
3. Select from Clock Date, Clock Time (shown below), Clock Order, or  
Enable/Disable.  
4. Scroll through the options under each of these selections.  
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5. Press the Select soft key to confirm your choice.  
6. Press  
to return to the idle screen.  
Changing the Display Contrast  
To adjust the contrast on the phone display:  
1. Press  
.
2. Select Settings > Basic > Contrast.  
3. Press the Up or Down soft keys, or the volume keys, to increase or  
decrease the display contrast.  
4. Press the Ok soft key to accept your changes.  
5. Press  
to return to the idle screen.  
Changing the Backlight Intensity  
Backlight intensity on the SoundPoint IP 550 phone has three components:  
•
•
•
Backlight On  
Backlight Idle  
Maximum Intensity  
You can modify the Backlight On Intensity and the Backlight Idle Intensity  
separately. You can choose a high, medium, or low intensity, or turn the  
backlight off entirely.  
When you modify the Maximum Intensity, you are modifying the entire  
backlight intensity scale. For example, if you decrease the Maximum Intensity,  
the low, medium, and high values for the Backlight On intensity and the  
Backlight Idle intensity will decrease proportionally.  
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User Guide SoundPoint IP 550 Phone  
The backlight automatically turns on with any button, soft key, hookswitch,  
USB, or telephony activity. After 20 seconds of inactivity, the backlight dims  
to its idle intensity.  
To modify the backlight intensity:  
1. Press  
.
2. Select Settings > Basic > Backlight Intensity.  
3. Select Backlight On Intensity.  
4. Scroll to select high (default), medium, low, or off, and then press the  
Select soft key. Press the Save soft key to accept your changes.  
5. Select Backlight Idle Intensity.  
6. Scroll to select high, medium, low (default), or off, and then press the  
Select soft key. Press the Save soft key to accept your changes.  
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7. Select Maximum Intensity.  
8. To increase or decrease the maximum backlight intensity on the phone’s  
display, press the Up or Down soft keys.  
To increase or decrease the maximum backlight intensity on the expansion  
module, press the Up or Down soft keys on the expansion module.  
The backlight intensities for the On and Idle modes, as well as the  
backlight intensities between each expansion module and the phone’s  
screen are shown relative to these values.  
9. Press the Ok soft key to accept your changes.  
10. Press  
to return to the idle screen.  
Enabling the Headset Memory Mode  
This feature is especially useful for frequent or full-time headset users.  
To enable Headset Memory Mode:  
1. Press  
.
2. Select Settings > Basic > Preferences > Headset > Headset Memory  
3. Scroll to select Enabled, and then press the Select soft key.  
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4. Press  
to return to the idle screen.  
Repeat steps 1 to 4 and select Disabled to turn Headset Memory Mode off.  
To activate Headset Memory Mode:  
>> Press  
twice.  
The flashing headset icon on the graphic display or a flashing headset key  
indicates that the headset mode is activated. Pressing  
Answer soft key to receive a call will now connect to your headset  
automatically.  
or the  
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Selecting the Correct Headset for Electronic Hookswitch  
This feature allows you to answer your phone from your headset if you are  
using one.  
For information on headsets that provide Polycom supported electronic hookswitch  
features for placing, answering, and ending calls, refer to Technical Bulletin 37477  
SoundPoint IP Family Headset Compatibility List, available from  
http://www.polycom.com/support/voice/soundpoint_ip/VoIP_Technical_Bulletins_pu  
b.html  
To select a headset that supports electronic hookswitch:  
1. Press  
.
2. Select Settings > Basic > Preferences > Headset > Analog Headset.  
3. Scroll to select your headset, and then press the Select soft key.  
4. Press  
to return to the idle screen.  
Selecting the Ring Type  
You can select different ring types to distinguish different lines or phones from  
each other.  
To change the incoming ring type:  
1. Press  
.
2. Select Settings > Basic > Ring Type.  
3. If multiple lines are configured on your phone, scroll to the desired line  
and select it.  
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User Guide SoundPoint IP 550 Phone  
4. Scroll to select the desired ring type.  
To hear the selected ring type, press the Play soft key.  
5. Press the Select soft key to change to the selected ring type.  
6. Press  
to return to the idle screen.  
If you configure your SoundPoint IP <Model Number> phone with a silent ring,  
press the flashing Line key or the Answer soft key to answer the call. If your  
handset is off hook, the call is routed to the handset. If your handset is on hook, the  
call is routed to the speaker.  
Note  
Changing the Language  
The SoundPoint IP 550 phone supports many languages.  
To change the language:  
1. Press  
.
2. Select Settings > Basic > Preferences > Language.  
3. Scroll to highlight the language you want.  
You can choose from Chinese, Danish, Dutch, English (Canada), English  
(United Kingdom), English (United States), French, German, Italian,  
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Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Slovenian,  
Spanish, and Swedish.  
4. Press the Select soft key to change to the highlighted language.  
Text that appears on the graphic display will change to the language of  
your choice.  
5. Press  
to return to the idle screen.  
Chaning the Graphic Display Background  
You can change the picture or design that appears on the graphic display. A  
default background displays when the phone starts up (shown below). For  
more information on selections, contact your system administrator.  
To change the graphic display background:  
1. Press  
.
2. Select Settings > Basic > Preferences > Background.  
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Under certain circumstances, you may need to make an additional menu selection,  
Select Background, to actually select the background.  
Note  
If your system administrator has configured the phone’s idle browser and you want  
to view the background and not the idle browser, you can turn off the idle browser  
by doing the following:  
•
•
Select Background > Prioritize Background.  
Select Enable and press the Select soft key.  
3. Scroll to highlight the background you want.  
4. Press the Select soft key to change to the highlighted background.  
5. Press  
to return to the idle screen.  
Muting the Microphone  
During a call, press  
. The Message Waiting Indicator turns red and a  
microphone on the screen indicates that the other party (or parties) cannot  
hear you.  
Microphone Mute applies to all calling modes. You can still hear all other  
parties while mute is enabled.  
To turn off Microphone Mute, press  
again.  
Adjusting the Volume  
Press  
to adjust receiver volume during a call. Pressing  
these keys in the idle state adjusts the ringer volume.  
To conform to regulatory requirements, handset and headset volume will return to a  
preset level after each call, unless your system administrator changes this.  
Hands-free Speakerphone volume settings will be maintained across calls.  
Note  
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Managing Call Lists  
Your phone maintains local lists of missed, received, and placed calls. Each list  
can contain up to 100 entries.  
Press  
followed by Call Lists > Missed Calls, Received Calls, or  
Placed Calls (shown below).  
Manage the call list by doing the following:  
•
•
•
To edit the phone number, press the Edit soft key.  
To return the call, press the Dial soft key.  
To view information about the call, press press the More soft key followed  
by the Info soft key.  
•
•
To store the contact in the Contact Directory, press the More soft key  
followed by the Save soft key.  
To delete the call from list, press the More soft key followed by the Clear  
soft key.  
Press  
to return to the idle screen.  
Press the Right arrow key from the idle screen to access the Placed Calls list.  
Press the Left arrow key from the idle screen to access the Received Calls list.  
Press the Down arrow from the idle screen to access the Missed Calls list.  
You can use these shortcuts while placing calls or performing transferring and  
conferencing functions.  
Note  
Note  
You can manually clear call lists by pressing the Directories key and then selecting  
Call Lists > Clear. They are also automatically cleared when you restart the phone.  
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User Guide SoundPoint IP 550 Phone  
Managing Contacts  
You can store a large number of contacts in your phone's directory. Contact  
your system administrator for the exact number.  
You can dial or search for a contact in this directory. You may be able to add,  
edit, and delete contacts.  
You may have read access to portions of your corporate directory through  
your phone. The contacts that you can see are determined by your system  
administrator. You can add contacts from the corporate directory to your local  
contact directory.  
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Adding Contacts  
You can add contacts to your contact directory:  
•
•
•
Manually  
From a call list  
From your corporate directory  
Adding Contacts Manually  
To add a contact to the local contact directory manually:  
1. Press  
.
2. Select Contact Directory.  
3. Press the More soft key.  
4. Press the Add soft key.  
5. Enter first and/or last name of the contact from the keypad.  
Use the 1/A/a soft key to select between numeric and upper/lower case  
alphanumeric modes.  
Use the Encoding soft key to access special characters in other languages.  
6. Enter a contact number.  
This is a required field and it must be unique (not already in the directory).  
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7. (Optional.) Change the Speed Dial Index.  
It is automatically assigned to the next available index value.  
Valid speed dial index values are from 1 to 9999. If you enter a speed dial  
index that already, “Speed dial index already exists” appears. If you enter  
an invalid value, “Speed dial index invalid” appears.  
For more information, refer to Assigning Speed Dial Keys on page 2-21.  
8. (Optional.) Change the Ring Type and Divert Contact.  
These fields may be left blank.  
For more information on setting the Ring Type field, refer to  
Distinguishing Calls on page 5-25.  
For more information on diverting contacts, refer to Diverting Calls on  
page 5-27.  
9. (Optional.) Change the Auto Reject, Auto Divert, Watch Buddy, and  
Block Buddy.  
Use  
and  
to switch between Enabled and Disabled settings.  
For more information on setting the Auto Reject field, refer to Rejecting  
Calls on page 2-21. For more information on setting the Watch Buddy and  
Block Buddy fields, refer to Managing Buddies on page 4-6.  
10. Press the Save or Cancel soft keys to accept or cancel changes.  
11. Press  
to return to the idle display.  
Adding Contacts From Call Lists  
To add a contact to the local contact directory from a call list:  
1. Do one of the following:  
— Press  
.
Select Call Lists >Missed Calls, Received Calls, or Placed Calls as  
desired.  
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— Press  
2. Use  
,
, or  
to access the desired call list.  
and  
to highlight the contact.  
You can also use the * key to Page Up and the # key to Page Down.  
3. Press the More soft key, and then the Save soft key to save the contact in  
the phone’s directory.  
4. Press  
display.  
or the Exit soft key repeatedly to return to the idle  
You may want to go to the local contact directory to check if the contact was saved  
correctly, and to add any missing fields.  
Note  
Adding Contacts From the Corporate Directory  
To add a contact to your local contact directory from the corporate directory:  
1. Press  
.
2. Select Corporate Directory.  
3. Search for the contact.  
Refer to Searching for Contacts in the corporate directory on page 2-18.  
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4. Press the View soft key.  
The contact’s information appears on the graphic display.  
5. Press the Save soft key to save the contact in the local contact directory.  
“Entry saved” appears on the graphic display. Only the first name, last  
name, and phone number are saved.  
If the contact already exists in the contact directory, “Entry already exists”  
appears.  
6. Press  
to return to the idle display.  
Editing Contacts  
To edit a contact in the local directory:  
1. Press  
.
2. Select Contact Directory.  
3. Scroll to highlight the contact.  
You can also use the * key to page up and the # key to page down.  
4. Press the Edit soft key  
5. Edit the contact information.  
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Customizing Your SoundPoint® IP 550 Desktop Phone  
6. Press the Save or Cancel soft keys to accept or cancel changes.  
7. Press to return to the idle display.  
You can quickly edit a contact associated with a speed dial key by pressing and  
holding the contact’s speed dial key, and then complete steps 5 to 7.  
Note  
Deleting Contacts  
To delete a contact from the local contact directory:  
1. Press  
.
2. Select Contact Directory.  
3. Scroll to highlight the contact.  
You can also use the * key to page up and the # key to page down.  
4. Press the More soft key twice, and then press the Delete soft key.  
The contact is deleted from the directory.  
5. Press  
display.  
or the Exit soft key repeatedly to return to the idle  
Placing Calls to Contacts  
To place a call to a contact in the local contact directory:  
1. Press  
.
2. Select Contact Directory.  
3. Scroll to highlight the contact.  
You can also use the * key to page up and the # key to page down.  
4. Press the Dial soft key.  
To place a call to a contact in the corporate directory:  
1. Press  
.
2. Select Corporate Directory.  
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3. Search for the contact.  
Refer to Searching for Contacts in the corporate directory on page 2-18.  
4. Press the View soft key.  
The contact’s information appears on the graphic display.  
5. Press the Dial soft key.  
Searching for Contacts  
To search for a contact in the local contact directory:  
1. Press  
.
2. Select Contact Directory.  
3. Press the More soft key, and then the Search soft key.  
4. Using the dial pad, enter the first few characters of the contacts’s first or  
last name.  
5. Press the Search soft key again.  
You can dial any successful matches from the resulting information on the  
graphic display.  
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To search for a contact in the corporate directory:  
1. Press  
.
2. Select Corporate Directory.  
When you first access the corporate directory, the message “Directory update in  
progress” appears momentarily. Then the corporate directory entries appear. If no  
corporate directory entries appear, review your search criteria. Your criteria may be  
set to exclude all corporate directory entries.  
Note  
3. Search for the contact in one of the following ways:  
— Use  
and  
to highlight the contact.  
You can also use the * key to Page Up and the # key to Page Down.  
— Press the Search soft key, and then enter the first few letters or  
numbers of the first name, last name, or any other parameter  
displayed in the list. Press the Submit soft key.  
— Using the dial pad, enter the first few characters of the contacts’s last  
name.  
The characters that you enter appear on the second line of the graphic  
display.  
You can dial any successful matches from the resulting information on the  
graphic display.  
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User Guide SoundPoint IP 550 Phone  
Managing Incoming Calls  
You can distinguish incoming calls by setting distinctive rings for contacts in  
your contact directory, sending particular calls directly to your voice mail, or  
transferring particular calls to another party.  
Distinguishing Calls  
You can customize your phone so that you can distinguish different parties by  
ring type.  
This feature is local to the phone, and may be overridden by your organization’s  
settings. For more information, contact your system administrator.  
Note  
To set a distinctive ring type for a contact:  
1. Press  
.
2. Select Contact Directory.  
3. Scroll to highlight the contact.  
You can also use the * key to page up and the # key to page down.  
4. Press the Edit soft key, and then scroll down to the Ring Type field.  
5. Enter the number corresponding to one of the ring types available.  
For more information, refer to Selecting the Correct Headset for Electronic  
Hookswitch on page 2-7.  
6. (Optional.) To remove an existing value, press  
.
7. Press the Save or Cancel soft keys to accept or cancel changes.  
8. Press  
to return to the idle display.  
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Rejecting Calls  
You can customize your phone so that incoming calls from a particular party  
are immediately sent to your voice mail.  
Rejecting calls is not available on shared lines.  
Note  
To send incoming calls from a contact directly to voice mail:  
1. Press  
.
2. Select Contact Directory.  
3. Scroll to highlight the contact.  
You can also use the * key to page up and the # key to page down.  
4. Press the Edit soft key, and then scroll down to the Auto Reject field.  
5. Use the  
and  
to select Enabled.  
6. Press the Save or Cancel soft keys to accept or cancel changes.  
7. Press  
to return to the idle display.  
Diverting Calls  
You can customize your phone so that incoming calls from a particular contact  
are transferred directly to a third party.  
To divert incoming calls from a particular contact:  
1. Press  
.
2. Select Contact Directory.  
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3. Scroll to highlight the contact.  
You can also use the * key to page up and the # key to page down.  
4. Press the Edit soft key, and then scroll down to the Divert Contact field.  
5. Enter the number of the party to whom you want to divert the call.  
6. Scroll down to the Auto Divert field.  
7. Use the  
and  
to select Enabled.  
8. Press the Save or Cancel soft keys to accept or cancel changes.  
9. Press  
to return to the idle display.  
System Customizations  
The following section details customizations of your SoundPoint IP 550 phone  
that are performed by your system administrator.  
Supporting Multiple Lines  
Your SoundPoint IP 550 phone can support up to 4 lines.  
Typically, the top-most Line Key is reserved for the principal directory  
number (DN) of the phone.  
Depending on how your administrator sets up your phone, the display could  
resemble one of the following figures:  
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•
One line, 3163  
•
Two lines, 3161 and 3163  
Supporting Multiple Line Keys Per Line  
Each line on the phone can be configured to have more than one Line Key  
associated with it. This enhances call visualization and simplifies call  
handling. If this is the case, the display could resemble the following figure:  
Incoming calls to this line will be distributed evenly among the available Line  
Keys. Similarly, outgoing calls will be distributed.  
Your phone can be configured to have a combination of lines with a single Line  
Key and lines with multiple Line Keys.  
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Supporting Shared Lines  
Your SoundPoint IP 550 supports shared lines.  
Shared lines are an optional feature and may not be supported on your particular  
system. For more information, contact your system administrator.  
Note  
A shared line is indicated by a different line icon. In the following figure, the  
lines 3161 and 3163 are private and the line 3166 is shared.  
If two phones share a line, an incoming call to that number will cause both  
phones to ring. The call can be answered on either phone but not both.  
Calls on shared lines can be transferred, put on hold, or added to a conference.  
Call Forwarding is not available on shared lines.  
Note  
Do Not Disturb (DND) on shared lines disables the ringing option only, the visual  
indication is still in place.  
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3
Using the Basic Features of Your  
SoundPoint® IP 550 Desktop Phone  
Your SoundPoint IP 550 desktop phone is designed to be used like a regular  
phone on a public switched telephone network (PSTN). You call place calls,  
transfer a call to someone else, or conduct a conference call.  
At most one active call may be in progress on your phone at any time. The  
active call is the one that has audio associated with it. There may be multiple  
other calls:  
•
•
On hold  
In an “Incoming call” or “Ringing” state  
This chapter provides basic operating instructions for the SoundPoint IP 550  
phone. The topics include:  
•
•
•
•
•
•
•
•
•
•
•
Placing Calls  
Answering Calls  
Ending Calls  
Redialing Numbers  
Placing Calls on Hold  
Hosting Conference Calls  
Transferring Calls  
Forwarding Calls  
Enabling Do Not Disturb  
Assigning Speed Dial Keys  
Using Voice Mail  
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To customize your phone, refer to Customizing Your SoundPoint® IP 550  
Desktop Phone on page 2-1. To read about the phone’s advanced features,  
refer to Using the Advanced Features of Your SoundPoint® IP 550 Desktop  
Phone on page 4-1.  
If you require additional information or assistance with your new phone,  
contact your system administrator.  
Placing Calls  
You can place a call in many ways using your SoundPoint IP 550 phone:  
•
•
•
using the handset  
using the speakerphone  
using the headset  
You can also dial the number first, and then choose the method you will use to  
speak to the other party.  
You can search the call lists, the local contact directory or the corporate  
directory and dial from the search results page. For more information, refer to  
Managing Call Lists on page 2-11 and Managing Contacts on page 2-12.  
During a call, you can alternate between Speakerphone Hands-Free, Headset,  
or Handset modes by pressing the  
handset.  
or  
keys, or picking up the  
The call duration of active calls is visible within the active call window on the  
graphic display. In the figure below, the call to Greg Slowski has lasted 34  
seconds so far.  
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Using the Basic Features of Your SoundPoint® IP 550 Desktop Phone  
To place a call using the handset:  
>> Do the following steps in any order:  
— Pick up the handset.  
— Dial the number using the dial pad.  
You can also dial using the SIP URL or IP address. To obtain the IP address of your  
phone, press the Menu key, and then select Status > Platform > Phone. The IP  
address is listed together with other phone information. The maximum URL or IP  
address length is 32 characters. For example, 10.3.0.42, sip:[email protected] .  
Note  
Press the URL soft key and enter the URL or IP address. Use * for “.” and # for “@”.  
Then press the Send soft key to complete the call.  
Your phone may not support SIP URL or IP address dialing. Contact your system  
administrator.  
To place a call using Hands-Free Speakerphone mode:  
If “Handsfree mode disabled” appears on the graphic display after you press the  
speakerphone key, your system administrator has disabled the speakerphone on  
your phone.  
Note  
>> Do one of the following:  
— With the handset on-hook, press  
,
, or the  
NewCall soft key to obtain dial tone.  
Dial the number using the dial pad.  
— With the handset on-hook, dial the number using the dial pad.  
Press , or the Dial soft key.  
,
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To place a call using the headset:  
>> Do one of the following:  
— With the optional headset connected, press  
or the  
NewCall soft key to obtain dial tone.  
Press  
.
Dial the desired number using the dial pad.  
— With the optional headset connected, dial the desired number using  
the dial pad.  
Press  
.
To permanently enable your headset, refer to Enabling the Headset Memory Mode  
on page 2-5.  
Note  
Answering Calls  
When you are not in another call, you can answer a call using the handset, the  
speakerphone, or the headset(if enabled).  
The steps for answering an incoming call when you are in another call are  
different if your phone is configured for:  
•
A single Line Key per line  
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•
Multiple Line Keys per line  
If your phone is configured with multiple call appearances, refer to Using  
Multiple Call Appearances on page 4-1 for instructions on how to answer a  
call.  
You can ignore incoming calls by pressing the Reject soft key (for private lines) or  
the Silence soft key (for shared lines) or the Do Not Disturb key. The Do Not  
Disturb mode stays active when the call ends and remains active until you press the  
Do Not Disturb key again.  
Note  
You can forward incoming calls by pressing the Forward soft key. For more  
information, refer to To forward an incoming call to another party: on page 3-21.  
When your phone is configured with a silent ring, press the ringing Line key or the  
Answer soft key to answer the call. If your handset is off-hook, the call is routed to  
the handset. If your handset is on-hook, the call is routed to the speaker.  
Answering When Not in Another Call  
In all cases, the active call will appear on the graphic display showing call  
duration and destination.  
To answer a call using the handset:  
>> Pick up the handset.  
To answer a call using the Hands-Free Speakerphone:  
If “Handsfree mode disabled” appears on the graphic display after you press the  
speakerphone key, your system administrator has disabled the speakerphone on  
your phone.  
Note  
>> Do one of the following:  
— Press  
.
— With the handset on-hook, press  
(next to the  
flashing green status indicator).  
— Press the Answer soft key.  
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To answer a call using the headset:  
>> Press  
.
If Headset Memory Mode is activated, press  
or the  
Answer soft key.  
Answering When in Another Call  
If you have an active call, and an incoming call arrives on the same line, do one  
of the following:  
•
If your phone is configured for a single Line Key per line:  
— You may hear a call waiting tone, and you will see the second call  
appearance. Caller information for the incoming call appears on the  
graphic display.  
•
If your phone is configured for multiple Line Keys per line:  
— You may hear a call waiting tone, the second Line Key indicator fast  
flashes green, and an incoming call icon appears. Caller information  
for the second Line Key appears on the bottom line of the graphic  
display.  
•
If your phone is configured for shared lines:  
— You may hear a call waiting tone, the second Line Key indicator will  
fast flash green, and an incoming call icon appears on the second Line  
Key.  
If your phone is configured for shared lines, the Reject soft-key is replaced by a  
Silence soft key and there is no the Forward soft-key. To stop the incoming call  
from ringing, press the Silence soft key.  
Note  
To answer an incoming call on a line configured for a single Line Key:  
>> Do one of the following:  
— Press  
or the Hold soft key to put the original call on hold.  
The incoming call is answered.  
— Press  
to access the new call.  
Press the Answer soft key.  
The original call is placed on hold.  
Incoming calls may be forwarded by pressing the Forward soft key. For more  
information, refer to To forward an incoming call to another party: on page 3-21.  
Note  
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To answer an incoming call on a line configured for multiple Line Keys:  
>> Do one of the following:  
— Press  
next the flashing green indicator.  
The first call is placed on hold and the second call become the active  
call.  
— Press  
or the Hold soft key to place the original call on hold.  
Press the Answer soft key.  
Incoming calls may be forwarded by pressing the Forward soft key. For more  
information, refer to To forward an incoming call to another party: on page 3-21.  
Note  
To answer an incoming call on a shared line:  
1. Answer the incoming call.  
2. Press  
or the Hold soft key.  
Anyone on another phone configured to use the same shared line may  
take the call by selecting the Line Key associated with the call on hold  
(represented by a flashing red LED).  
Ending Calls  
To end a call:  
>> Do one of the following:  
— Press the End Call soft key.  
— Replace the handset, if you are using it.  
— If you are using a headset, press  
.
— If your are using the speakerphone, press  
.
— Press the  
administrator).  
of the active call (if enabled by your system  
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User Guide SoundPoint IP 550 Phone  
Redialing Numbers  
To redial the last call placed from your phone:  
>> Press  
.
A call to your most recently dialed number is attempted.  
To redial an older previously placed call, refer to Managing Call Lists on page  
5-12.  
Placing Calls on Hold  
During a call, press  
the line key label.  
or the Hold soft key. The hold icon will display on  
Press  
again or the Resume soft key to retrieve the call. The registered  
line icon appears as the line indicator.  
The Hold feature typically generates music or a beeping tone. Therefore, avoid  
putting a conference call on hold. Use the mute button instead.  
Note  
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Multiple Calls on Hold  
If multiple calls are on hold on a single Line Key, use  
and  
to switch  
between the calls, and then press the Resume soft key to retrieve the desired  
call.  
If more than two calls are on hold on a single Line Key, an indication appears  
on the graphic display, for example “2/3”, indicating that this is the second  
call out of three calls.  
If calls are on hold on more than one Line Key, you can view the details of the  
calls on any Line Key by pressing and holding the Line Key for more than two  
seconds. If a Line Key is depressed for less than one second, the first call on  
hold on that Line Key will be retrieved.  
Hosting Conference Calls  
You can create a conference with other parties using the phone’s local  
conference feature. You can create a conference at any time between an active  
call and a call on hold (on the same or another line) by pressing the Join soft  
key. The conference management feature allows you to view all parties in a  
conference call. From the Manage Conference page, you can add, hold,  
remove, and mute specific conference parties.  
The conference management feature is an optional feature and may not be  
supported on your particular system. For more information, contact your system  
administrator.  
Note  
This section provides the following step-by-step instructions:  
•
•
•
•
Setting Up Conference Calls  
Managing Conference Calls  
Adding Parties to Conference Calls  
Joining Conferences  
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User Guide SoundPoint IP 550 Phone  
•
•
Splitting Conference Calls  
Ending Conference Calls  
Setting Up Conference Calls  
To set up a conference call:  
1. Call the first party.  
You can either dial the phone number directly or search for the number in the  
Contact Directory or Call Lists. For more information, refer to Placing Calls on page  
3-2, Searching for Contacts on page 5-23, or Managing Call Lists on page 5-12.  
Note  
2. Press  
or the Confrnc soft key to create a new call.  
The active call is placed on hold.  
If configured for single key-press conferences, all conference participants hear the  
dial tone and ringback when the conference host places a call to a new party.  
Note  
3. Call the second party.  
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4. When the second party answers, press  
key again to join all parties in the conference.  
or the Confrnc soft  
If configured for single key-press conferences, you do not need to press the  
Confrnc soft key again.  
Note  
5. Press  
conference.  
or the Confrnc soft key to add another party to the  
The first and second party are put on hold.  
If configured for single key-press conferences, all conference participants hear the  
dial tone and ringback when the conference host places a call to a new party.  
Note  
6. Call the third party.  
7. After the third party answers, press  
or the Confrnc soft key  
again to join all parties in the conference.  
If configured for single key-press conferences, you do not need to press the  
Confrnc key again.  
Note  
A conference similar to this one will now exist.  
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8. Repeat steps 5 to 7 until you have added all intended parties.  
Managing Conference Calls  
To manage a conference call:  
You are currently in a conference call.A screen like the one below is shown on  
your phone.  
To manage a conference call:  
1. Press the Manage soft key.  
The Manage Conference page appears.  
Press the More soft key to see the Remove, Info, and Exit soft keys.  
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2. Do one of the following:  
— To add a new party, press the Add soft key.  
Call another party as you would using  
or the Confrnc  
soft key (outside the conference management feature). The other  
parties are put on hold.  
After the new party answers, press  
parties in the conference.  
again to join all  
The Add soft key appears only if you can add more parties to the conference call.  
Your system administrator determines the maximum number of conference  
participants. The default number is three. For more information, contact your  
system administrator  
Note  
— To mute a party, select the party, then press the Far Mute soft key.  
The muted party can hear all parties, but no party can hear the muted  
party.  
If you press  
instead of the Far Mute soft key, all other parties can  
hear each other, but they cannot hear you.  
Press the UnMute soft key to un-mute the party.  
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— To place a party on hold, select the party, and then press the Hold soft  
key.  
The held party cannot hear any parties and no party can hear the held  
party.  
Press the Resume soft key to return the party to the conference.  
If the held party presses  
on their phone, the party will remain  
on hold within the conference even if you press the Resume soft key.  
— To remove a party from the conference, press the Remove soft key.  
The party is removed from the conference. To return the party to the  
conference, press the Add soft key (refer to the first optional step  
above).  
Adding Parties to Conference Calls  
To add a party to a conference call using the Join soft key:  
You are currently hosting a conference call between a number of parties.  
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To add a party to a conference call using the Join soft key:  
1. From the Manage Conference page, press or the Hold soft key.  
The other parties in the conference call are placed on hold.  
If configured for local conference hold, the other parties in the conference call can  
continue to speak with each other while you place the new call.  
Note  
2. Press the New Call soft key.  
3. Place a call to a new party.  
4. After the new party answers, press the Join soft key.  
All parties in the conference call can now hear each other.  
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User Guide SoundPoint IP 550 Phone  
Joining Conferences  
To join two conferences:  
Previously you set up two separate conference calls between a number of  
parties. Only one conference can be active at a time.  
>> From the idle screen, press the Join soft key.  
Both conferences are joined into a single five-way conference.  
Splitting Conference Calls  
To split a conference call:  
>> From the Active Conference page, press the More soft key, and then the  
Split soft key to split the conference.  
All calls are split into individual calls and put on hold.  
Ending Conference Calls  
To end a conference call:  
>> From the Active Conference page, press the EndCall soft key or hang up.  
The other parties will continue to be connected.  
Transferring Calls  
A call can be transferred in one of three ways:  
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•
Consultative transfer—The party to whom you want to transfer the call  
answers their phone before you transfer the call or hang up. You can  
consult with them before completing the transfer.  
— Refer to Performing a Consulative Transfer on page 3-17.  
•
•
Blind transfer—The call is automatically transferred after you dial the  
number of the party to whom you want to transfer the call.  
— Refer to Performing a Blind Transfer on page 3-18.  
Attended transfer—The parties are automatically connected to each other  
after you exit the conference.  
— Set up a conference call and then end your participation. For more  
information, refer to Hosting Conference Calls on page 3-9.  
Performing a Consulative Transfer  
To transfer a call:  
1. During a call, press the  
The active call is placed on hold.  
or the Trnsfer soft key.  
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2. Place a call to the desired recipient of the call. Refer to Placing Calls on  
page 2-2 for calling methods.  
3. As soon as you hear the ring-back sound or after the party answers (and  
you speak to the party), press  
or the Trnsfer soft key.  
You can talk privately to the party to which you are transferring the call  
before the transfer is completed.  
If you are using a handset, the transfer can be completed by putting the  
handset on the cradle.  
You can cancel the transfer before the call connects by pressing the Cancel  
soft key.  
Performing a Blind Transfer  
To perform a blind transfer:  
1. During a call, press  
or the Trnsfer soft key.  
2. Press the Blind soft key.  
3. Place a call to the desired recipient of the call. Refer to Placing Calls on  
page 2-2 for calling methods.  
At this point, the call is connected to the number to which you are  
transferring them.  
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Using the Basic Features of Your SoundPoint® IP 550 Desktop Phone  
Forwarding Calls  
You can configure your phone so that all incoming calls are forwarded to  
another party (refer to Static Forwarding). You can also forward calls while  
your phone rings (refer to Dynamic Forwarding).  
All incoming calls can be forwarded to another party while Do Not Disturb is  
enabled on your phone. For more information, contact your system  
administrator.  
Call Forwarding is not available on shared lines.  
Note  
This feature is local to the phone, and may be overridden by call server settings.  
For more information, contact your system administrator.  
Static Forwarding  
To forward all incoming calls to another party:  
1. From the idle screen, press the Forward soft key.  
2. If multiple lines are configured on your phone, select the line to forward  
from the list using  
and  
.
3. Scroll to select the forwarding type you want to change, and then press  
the Select soft key. The options are:  
— Always—To forward all incoming calls  
— No Answer—To forward unanswered incoming calls  
— Busy—To forward calls that arrive when you are already in a call  
4. Depending on your selection:  
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a
If you selected Always, enter a number to forward all future incoming  
calls to.  
b
If you selected No Answer, enter a number to forward all unanswered  
incoming calls to and how many rings to wait before forwarding (one  
ring is approximately six seconds). A value of 2 is recommended.  
c
If you selected Busy, enter a number to forward all future incoming  
calls to when you are already in another call.  
You can also enter the SIP URL or IP address. For more information on using a SIP  
URL or IP address, refer to Placing Calls on page 2-2  
Note  
5. Select the Enable soft key to confirm call forwarding.  
A moving arrow appears on the line label to confirm call forwarding is  
enabled.  
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To disable call forwarding:  
1. From the idle screen, press the Forward soft key.  
2. If multiple lines are configured on your phone, select the line to forward  
from the list using  
and  
.
3. Scroll to highlight the forwarding type you want to disable and then  
press the Select soft key.  
4. Press the Disable soft key.  
The idle screen returns, the regular icon appears as the line indicator.  
Dynamic Forwarding  
To forward an incoming call to another party:  
1. When the phone rings, press the Forward soft key.  
2. Enter a number to forward the incoming call to.  
3. Press the Enable soft key.  
The incoming call is forwarded to the other party. If call forwarding is  
disabled, all future calls will not be forwarded and forwarding will remain  
disabled.  
Enabling Do Not Disturb  
To prevent the phone ringing (from incoming calls), you can select Do Not  
Disturb.  
This feature is local to the phone, and may be overridden by call server settings.  
For more information, contact your system administrator.  
Note  
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User Guide SoundPoint IP 550 Phone  
To enable Do Not Disturb:  
>> Press  
.
A flashing icon and text on the graphic display indicate that Do Not  
Disturb is enabled.  
Calls received while Do Not Disturb is enabled are logged in the Missed  
Calls list unless configured to be forwarded to another party by your  
system administrator.  
To disable Do Not Disturb:  
>> Press  
again.  
Multiple Lines and Do Not Disturb  
If multiple lines are configured on your phone, Do Not Disturb can be set on a  
line-by-line basis from the menu using  
and  
if enabled by your  
system administrator. When Do Not Disturb is enabled for a particular line, a  
flashing “X” displays beside the line indicator.  
Assigning Speed Dial Keys  
You can associate contacts with Line Keys for single touch dialing of  
frequently used numbers. Speed Dial entries are consecutively placed next to  
assigned Line Keys on the phone. When a new entry is added to the Contact  
Directory, it is automatically assigned the next available speed dial index and  
the next available line key.  
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In the figure below, the phone has one line key, and speed dial keys for Byron,  
Lauren, and Andrew. To dial Byron, Lauren, or Andrew, press the associated  
line key.  
To quickly access a list of speed dial index numbers, press the Up Arrow key from  
the idle screen. To speed dial a contact, press the Up Arrow key followed by the  
contact’s speed dial index. For example, if Joan’s speed dial index is 55, pressing  
the Up Arrow key followed by 55 will place a call to Joan.  
Note  
Assigning New Speed Dial Keys  
To add or edit a speed dial index for an existing contact:  
1. Press  
.
2. Select Contact Directory.  
3. Scroll to highlight the contact.  
You can also use the * key to page up and the # key to page down.  
4. Press the Edit soft key.  
5. Do one of the following:  
— Enter the next available speed dial index.  
— Delete the existing speed dial index by using  
, and then enter a  
new speed dial index.  
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A valid speed dial index is any unused number from 1 to 9999.  
6. Press the Save soft key to accept your changes.  
7. Press  
to return to the idle screen.  
To assign a new speed dial key:  
1. Press and hold an unassigned  
.
A new empty entry in the contact directory is automatically opened  
allowing contact information to be added.  
2. (Optional.) Enter contact information.  
Use the 1/A/a soft key to select between numeric and upper/lower case  
alphanumeric modes.  
Use the Encoding soft key to access special characters in other languages.  
3. Do one of the following:  
4. Enter a contact number.  
The number must be unique (not already in the directory).  
— Enter a contact string where:  
The number must be unique  
“p” indicates 1 second delay  
“,” indicates a 2 second delay  
For example, your organization voice mail system is accessible  
through 7700 and your voice mail password is 2154. If you enter  
“7700,,,2154” as the contact string, you could use the speed dial key to  
access your voice mail.  
5. Change the Speed Dial Index field.  
The index can be any value between the next available index value and the  
maximum (value of 9999).  
Polycom recommends that you assign speed dial index values consecutively.  
For example, if you assign the third Line Key to the speed dial index value “2”,  
assign the fourth Line Key to the speed dial index value “3”.  
6. Press the Save soft key to accept your changes.  
7. Press  
to return to the idle screen.  
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Using Voice Mail  
Voice mail is an optional feature configured on the call server and may not be  
supported on your particular system. For more information, contact your system  
administrator.  
Note  
Screen options may vary with your application. Voice mail may be accessible with a  
single key press. Contact your system administrator about this option.  
You can access voice mail messages from your phone (if enabled). Your voice  
mail is saved in a centralized location.  
Your phone indicates the presence of new voice mail messages by a flashing  
Message Waiting Indicator LED on the front of the phone and a visual  
notification on the screen. If your phone has multiple lines, an individual line  
indicator icon indicates voice mail messages on that line.  
A stutter dial tone in place of normal dial tone indicates that one or more voice  
messages are waiting at the message center.  
To listen to voice messages:  
1. Press  
.
If multiple lines are configured on your phone, select the line to retrieve  
messages from.  
2. Follow voice or visual prompts on the screen to retrieve your messages.  
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4
Using the Advanced Features of Your  
SoundPoint® IP 550 Desktop Phone  
This chapter provides operating instructions for the advanced features of the  
SoundPoint IP 550 desktop phone. This chapter contains instructions on:  
•
•
•
•
Using Multiple Call Appearances  
Using Text Messaging  
Using Buddy Lists  
Restarting Your Phone  
To customize your phone, refer to Customizing Your SoundPoint® IP 550  
Desktop Phone on page 2-1. To read about the phone’s basic features, refer to  
Using the Basic Features of Your SoundPoint® IP 550 Desktop Phone on page  
3-1.  
If you require additional information or assistance with your new phone,  
contact your system administrator.  
Using Multiple Call Appearances  
When multiple call appearances is set up, you can see information for more  
than one call at one time. For example, if you have an active call, you can see  
information for an incoming call as well.  
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User Guide SoundPoint IP 550 Phone  
For example, the following figure shows an active call with Lauren Gates on  
line 3161.  
The following figure shows an incoming call from Jack Jones on the same line.  
To answer an incoming call when configured for multiple call appearances:  
>> Do one of the following:  
— Press  
or the Hold soft key to place the original call on hold.  
— Press  
to access the new call.  
Answer the incoming call.  
This original call is placed on hold and the incoming call becomes the  
active call.  
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Using the Advanced Features of Your SoundPoint® IP 550 Desktop Phone  
Your phone can display two call appearances at one time. If more than two  
calls are taking place on the same line, a counter displays on the display. Use  
the down arrow to access additional calls, or call appearances.  
To place an additional call on the same line, place the active call on hold, and  
then press the New Call soft key.  
Using Text Messaging  
You can send and receive text messages using your phone. SIP Instant (Text)  
Messaging is supported in real-time. Received messages will be indicated by a  
flashing Message Waiting Indicator LED on the front of the phone and,  
optionally, a visual notification on the graphic display.  
The text messaging feature is an optional feature and may not be supported on  
your particular system. If it is supported, screen options may vary with your  
application. Text messaging may be accessible with a single key press. For more  
information, contact your system administrator.  
Note  
To read text messages:  
1. Do one of the following steps:  
— Press  
.
Select Instant Messages.  
— Press  
.
Select Features > Messages > Instant Messages.  
— Press the InstMsg soft key.  
2. (Optional.) If multiple lines are configured on your phone, select from  
which line messages are to be retrieved from the list using  
and  
.
Messages appear first to last in sent order.  
3. (Optional.) Do one of the following:  
— Press the Next or Prev soft keys to cycle through messages in order.  
— Press the More soft key to access the Delete, Reply, and New soft  
keys.  
4. Press  
to return to the idle display.  
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User Guide SoundPoint IP 550 Phone  
To send a text message:  
1. Do one of the following:  
— Press  
.
Select Instant Messages.  
Screen options may vary with your application. Voice Mail may be accessible with a  
single key press. Contact your system administrator about this option.  
Note  
— Press  
.
Select Features > Messages > Instant Messages.  
2. (Optional) If multiple lines are configured on your phone, first select from  
which line to send the message from the list using  
and  
.
3. Press the New soft key.  
4. Enter the number.  
Use the 1/A/a soft key to alternate between numeric and upper/lower case  
alphanumeric modes.  
You can also enter the SIP URL or IP address. For more information on dialing with  
SIP URL or IP address, refer to Placing Calls on page 2-2.  
Note  
5. Press the Ok soft key.  
6. Do one of the following:  
— Press the Select soft key to choose from various pre-scripted short  
messages.  
— Press the Edit soft key to compose a custom message.  
Use dial pad keys to cycle through the character set. Use keys 1, *, 0,  
and # to select special characters.  
7. Press the Send soft key when finished.  
8. Press  
to return to the idle display.  
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Using the Advanced Features of Your SoundPoint® IP 550 Desktop Phone  
Using Buddy Lists  
A buddy list is a list of users/devices whose status or “presence” you can  
monitor. Users update their presence setting (for example, “Be right back”,  
“Busy”, or “Out to lunch”), and you can view their status in real-time from  
your phone.  
Your phone can “watch” the status of up to eight other phones or 48 buddies.  
These other phones form your “buddy list”. Your phone displays the status of  
your buddies in real time. Your phone can be “watched” by up to eight other  
phones.  
If your SoundPoint IP 550 phone is configured to work with Microsoft Live  
Communications Server 2005, the behavior of the presence setting and buddy  
lists is different. For more information, contact your system administrator.  
Presence Settings  
To view and change your presence settings:  
1. Do one of the following:  
— Press  
.
Select Features > Presence > My Status.  
— Press the MyStat soft key.  
2. Use  
or  
to scroll through the list, and then press the Select soft  
key to select your new status.  
The phones watching your status will now display your new status.  
Presence information will also be sent to watching phones when you go  
off-hook or enable Do Not Disturb.  
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User Guide SoundPoint IP 550 Phone  
Managing Buddies  
The instructions in this section do not apply if your call server is Microsoft Live  
Communications Server 2005. In that case, refer to the following section,  
Integrating With Microsoft Live Communications Server 2005.  
Note  
To add or delete a contact from your buddy list:  
1. Press  
.
2. Select Contact Directory.  
3. Scroll to highlight the contact.  
You can also use the * key to page up and the # key to page down.  
4. Press the Edit soft key.  
5. Scroll to the Watch Buddy field.  
6. Use  
and  
to select Enabled.  
When Watch Buddy is enabled, the contact is added to your buddy list.  
When Watch Buddy is disabled, the contact is removed from your buddy  
list.  
The default for Watch Buddy is Disabled.  
7. Press the Save or Cancel soft keys to accept or cancel changes.  
8. Press  
to return to the idle display.  
To block or unblock a contact from your buddy list:  
1. Press  
.
2. Select Contact Directory.  
3. Scroll to highlight the contact.  
You can also use the * key to page up and the # key to page down.  
4. Press the Edit soft key.  
5. Scroll down to the Block Buddy field.  
6. Use  
and  
to select Enabled.  
When Block Buddy is enabled, the contact cannot watch your phone.  
When Block Buddy is disabled, the contact can watch your phone.  
The default for Block Buddy is Disabled.  
7. Press the Save or Cancel soft keys to accept or cancel changes.  
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Using the Advanced Features of Your SoundPoint® IP 550 Desktop Phone  
8. Press  
to return to the idle display.  
Integrating With Microsoft Live Communications Server 2005  
Your phone can be configured to work with Microsoft Live Communications  
Server 2005 and communicate with others using Microsoft Office  
Communicator and Windows Messenger. From your phone, you can invite,  
join, control, and monitor integrated multipoint audio and video conferences.  
Any contacts added through your buddy list will appear as a contact in  
Microsoft Office Communicator and Windows Messenger. Any contacts  
added as a contact in Microsoft Office Communicator and Windows  
Messenger will appear in your buddy list.  
To view and change your presence, refer to To view and change your presence  
settings: on page 4-5.  
For more information, contact your system administrator.  
To add a contact to your buddy list:  
1. Press  
.
2. Select Features > Presence > Buddy Status.  
3. Press the More soft key.  
4. Press the Add soft key.  
5. Enter the number of the contact.  
6. Press the Submit soft key.  
7. Press  
to return to the idle display.  
To view and change your privacy list:  
1. Press  
.
2. Select Features > Presence > Buddy Status > Privacy List.  
3. Use  
and  
to scroll through the list to find the contact.  
4. Press the Edit soft key.  
5. Scroll down to the Access field.  
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User Guide SoundPoint IP 550 Phone  
6. For Access, use  
and  
to select Enabled.  
When Access is enabled, you are allowing the contact to see your presence.  
When Access is disabled,you are disallowing the contact from seeing your  
presence.  
The default for access is Disabled.  
7. Press  
to return to the idle display.  
For more information on contacting buddies, refer to Placing Calls on page 2-2  
or the Microsoft Office Communicator and Windows Messenger  
documentation.  
Restarting Your Phone  
In rare cases, your system administrator may ask you to restart your phone to  
assist in troubleshooting. It is sometimes possible to restore normal operation  
to a malfunctioning phone without restarting it. Your system administrator  
may want to perform diagnostics on the phone before restarting it, contact  
them before restarting the phone and losing current status information.  
Do not restart your phone to upload a new configuration. Instead, refer to Accessing  
Features with Your Login Credentials on page 3-30.  
Note  
Note  
Call lists are automatically cleared when you restart the phone.  
To restart the phone:  
1. Press  
.
2. Select Settings > Basic > Restart Phone.  
“Are you sure?” appears on the screen.  
3. If you still want to restart your phone, press the Yes soft key.  
The restart process begins. The process ends when the idle screen appears.  
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5
Troubleshooting Your  
SoundPoint® IP 550 Desktop Phone  
This chapter contains general troubleshooting information to help you solve  
any problems you might encounter when you use your Polycom® SoundPoint  
IP 550 phone. The tables in this chapter list possible trouble symptoms, the  
likely causes of these problems, and the recommended corrective actions to  
take. The topics include:  
•
•
•
•
•
•
•
Power and Startup  
Controls  
Access to Screens and Systems  
Audio  
Calling  
Displays  
Productivity Suite  
To obtain more detailed troubleshooting information, you can access certain  
menus on your phone that test your phone hardware. For more information,  
see Testing Phone Hardware on page 5-7.  
If you require additional assistance, contact your system administrator.  
Before restarting your phone, contact your system administrator. They may want to  
troubleshoot your phone in more detail before restarting it and losing current status  
information.  
Note  
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User Guide SoundPoint IP 550 Phone  
Power and Startup  
Symptom  
Problem  
Corrective Action  
There are power issues.  
The SoundPoint IP <Model  
Do one of the following:  
Number> phone has no power.  
•
Check if the phone is properly plugged  
into a functional AC outlet.  
•
If using PoE, check that the ethernet  
cable is properly plugged into the  
phone and the outlet port. Contact  
your system administrator to ensure  
that you are using a powered port,  
enabled for PoE.  
•
•
•
Make sure that the phone isn't  
plugged into a plug controlled by a  
light switch that is off.  
If the phone is plugged into a power  
strip, try plugging it directly into a wall  
outlet instead.  
Try the phone in another room where  
the electricity is known to be working  
on a particular outlet.  
Controls  
Symptom  
Problem  
Corrective Action  
The dial pad does not work.  
The dial pad on the SoundPoint  
IP <Model Number> phone does  
not respond.  
Do one of the following:.  
•
•
•
Verify that the phone is unlocked (the  
information status should not read  
“This Phone is Locked”.  
Check to make sure the phone is  
turned on (check display, other keys,  
lights, try to place a call).  
Contact your system administrator.  
5 - 2  
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Troubleshooting Your SoundPoint® IP 550 Desktop Phone  
Access to Screens and Systems  
Symptom  
Problem  
Corrective Action  
There is no response when you  
press a feature key.  
The SoundPoint IP <Model  
Number> phone is not in an  
active state.  
Do one of the following:  
•
•
Press the keys more slowly.  
To confirm that the line is active, press  
the Menu key, and then select Status  
> Lines > Line Information. From the  
Line Information page, verify that your  
phone line is registered.  
•
Contact your system administrator.  
The screen shows “Network Link  
is Down”.  
The LAN cable is not properly  
connected.  
Do one of the following:  
•
•
•
Check termination at the switch or hub  
(furthest end of the cable from the  
phone).  
Check that the switch or hub is  
operational (flashing link/status lights)  
or contact your system administrator.  
Check if the LAN port is active or  
inactive. Press the Menu key, and  
then select Status > Network >  
Ethernet. From the Ethernet page,  
scroll to the LAN port field and verify  
that it is active.  
•
Contact your system administrator.  
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User Guide SoundPoint IP 550 Phone  
Audio  
Symptom  
Problem  
Corrective Action  
There is no audio on the  
headset.  
The connections are not correct.  
Do one of the following:  
•
•
Ensure the headset is plugged into the  
jack marked Headset at the rear of the  
phone.  
Ensure the headset amplifier (if  
present) is turned on and/or the  
volume is correctly adjusted. If the  
amplifier uses batteries, check that  
they are fully charged.  
You are using a headset and the  
people you call hear echo.  
There may be an issue with the  
echo cancellation feature of your  
headset.  
Do the following:  
•
Press the Menu key, then select  
Settings > Basic > Preferences >  
Headset > Echo Cancellation.  
Using the arrow keys, select Enabled,  
and then press the Select soft key.  
•
Contact your system administrator.  
Calling  
Symptom  
Problem  
Corrective Action  
There is no dial tone.  
Power is not correctly applied to  
the SoundPoint IP <Model  
Number> phone.  
Do one of the following:  
•
•
Check that the screen is illuminated.  
Make sure the LAN cable is inserted  
properly at the back of the phone (try  
unplugging and re-inserting the  
cable).  
•
If using in-line powering, have your  
system administrator check that the  
switch is supplying power to the  
phone.  
Dial tone is not present on one of  
the audio modes.  
Do one of the following:  
•
Switch between Handset, Headset (if  
present) or Hands-Free  
Speakerphone to see if the dial tone is  
present for one of audio modes.  
•
If the dial tone exists on another audio  
mode, connect a different handset or  
headset to isolate the problem.  
The phone is not registered.  
Contact your system administrator.  
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Troubleshooting Your SoundPoint® IP 550 Desktop Phone  
Symptom  
Problem  
Corrective Action  
The phone does not ring.  
Ring volume is low.  
Do one of the following:  
•
Adjust the ringing level from the front  
panel using the volume up/down keys.  
•
Check the Alerting Destination from  
Menu > Basic > Settings >  
Preferences > Audible Ringer.  
Outbound or inbound calling is  
unsuccessful.  
Do one of the following:  
•
Place a call to the phone under  
investigation. Check that the screen  
indicates incoming call information.  
•
Lift the handset. Ensure the dial tone  
is present and place a call to another  
extension or number. Check that the  
screen changes in response.  
The ringer is in silent mode.  
Do one of the following:  
•
Change the Ring Tone from Menu >  
Settings > Basic > Ring Type.  
“Service Unavailable” appears  
on the screen.  
The phone, call server,  
Contact your system administrator.  
configuration, or organization  
settings do not support the  
feature you are trying to access.  
The line icon shows an  
unregistered line icon.  
The phone line is unregistered.  
Contact your system administrator.  
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User Guide SoundPoint IP 550 Phone  
Displays  
Symptom  
Problem  
Corrective Action  
There is no display.  
Power is not correctly applied to  
the SoundPoint IP <Model  
Number> phone or the  
SoundPoint IP Color Expansion  
Module.  
Do one of the following:  
The display is incorrect.  
The display has bad contrast.  
•
•
Check that the screen is illuminated.  
Make sure the LAN cable is inserted  
properly at the back of the phone.  
The expansion module is not  
working.  
•
•
If using Power over Ethernet (PoE),  
have your system administrator check  
the PoE switch, and that EM power is  
enabled in the Network Configuration  
menu (if using an expansion module).  
Use the screen capture feature.  
Contact your system administrator to  
determine if it is enabled.  
The contrast needs adjustment.  
Do one of the following:  
•
•
•
Refer to Changing the Display  
Contrast on page 5-2.  
Restart the phone to obtain a default  
level of contrast.  
Use the screen capture feature.  
Contact your system administrator to  
determine if it is enabled.  
Outbound or inbound calling is  
unsuccessful.  
Do one of the following:  
•
Place a call to the phone under  
investigation. Check that the screen  
indicates incoming call information.  
•
Lift the handset. Ensure the dial tone  
is present and place a call to another  
extension or number. Check that the  
screen changes in response.  
•
Use the screen capture feature.  
Contact your system administrator to  
determine if it is enabled.  
The display flickers.  
A certain type of older  
Do one of the following:  
fluorescent lighting causes the  
display to appear to flicker.  
•
Move the SoundPoint IP <Model  
Number> SIP phone away from the  
lights.  
•
•
Replace the lights in your work  
environment.  
Use the screen capture feature.  
Contact your system administrator to  
determine if it is enabled.  
5 - 6  
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Troubleshooting Your SoundPoint® IP 550 Desktop Phone  
Productivity Suite  
Symptom  
Problem  
Corrective Action  
You are trying to access one of  
the following features, but it is not  
available on your phone:  
The license is not installed on  
your phone or it has expired.  
Do the following:  
•
Press the Menu key, then select  
Status > Licenses.  
•
•
Corporate Directory  
•
Using the arrow keys, verify that the  
features that you want to use has a  
valid license.  
Recording and Playback of  
Audio Calls  
•
Managing Conferences  
•
Contact your system administrator.  
Testing Phone Hardware  
Your system administrator may ask you to access a diagnostics menu on your  
phone to test your phone hardware. From the diagnostics menu, you can test  
your phone’s microphones, speaker, handset, third-party headset (if present),  
keypad mappings, and color LCD display. See your system administrator for  
instructions on how to perform these tests.  
To test your phone hardware:  
>> Press  
, and then select Status > Diagnostics > Test Hardware  
> Audio Diagnostics, Keypad Diagnostics, or Display Diagnostics.  
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User Guide SoundPoint IP 550 Phone  
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Regulatory Notices  
Service Agreements  
Please contact your Polycom Authorized Reseller for information about service agreements applicable to your  
product.  
Governing Law  
This Limited Warranty and Limitation of Liability shall be governed by the laws of the State of California, U.S.A., and  
by the laws of the United States, excluding their conflicts of laws principles. The United Nations Convention on  
Contracts for the International Sale of Goods is hereby excluded in its entirety from application to this Limited  
Warranty and Limitation of Liability.  
All rights reserved under International and Pan-American Copyright Conventions. No part of the contents of this  
manual may be copied, reproduced, or transmitted in any form or by any means, or translated into another language  
or format, in whole or part, without written consent from Polycom, Inc. Do not remove (or allow anybody else to  
remove) any product identification, copyright or other notices.  
Limitations of Liability  
LIMITATION OF LIABILITY. TO THE FULL EXTENT ALLOWED BY LAW, POLYCOM EXCLUDES FOR ITSELF  
AND ITS SUPPLIERS ANY LIABILITY, WHETHER BASED IN CONTRACT OR TORT (INCLUDING  
NEGLIGENCE), FOR INCIDENTAL, CONSEQUENTIAL, INDIRECT, SPECIAL, OR PUNITIVE DAMAGES OF  
ANY KIND, OR FOR LOSS OF REVENUE OR PROFITS, LOSS OF BUSINESS, LOSS OF INFORMATION OR  
DATA, OR OTHER FINANCIAL LOSS ARISING OUT OF OR IN CONNECTION WITH THE SALE,  
INSTALLATION, MAINTENANCE, USE, PERFORMANCE, FAILURE, OR INTERRUPTION OF ITS PRODUCTS,  
EVEN IF POLYCOM OR ITS AUTHORIZED RESELLER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH  
DAMAGES, AND LIMITS ITS LIABILITY TO REPAIR, REPLACEMENT, OR REFUND OF THE PURCHASE  
PRICE PAID, AT POLYCOM’S OPTION. THIS DISCLAIMER OF LIABILITY FOR DAMAGES WILL NOT BE  
AFFECTED IF ANY REMEDY PROVIDED HEREIN SHALL FAIL OF ITS ESSENTIAL PURPOSE.  
Regulatory Notices - 1  
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User Guide SoundPoint IP 550 Phone  
Polycom Limited Warranty and Limitation Liability  
LIMITED WARRANTY. Polycom warrants to the end user (“Customer”) that this product is expected to be free from  
defects in workmanship and materials, under normal use and service, for one year from the date of purchase from  
Polycom or its authorized reseller.  
Polycom’s sole obligation under this express warranty is at Polycom’s option and expense, to repair the defective  
product or part, deliver to Customer an equivalent product or part to replace the defective item, or if neither of the  
two foregoing options are reasonably available, Polycom may, on its sole discretion, refund to Customer the  
purchase price paid for the defective product. All products that are replaced will become the property of Polycom.  
Replacement products or parts may be new or reconditioned.  
Polycom is expected to warrant any replaced or repaired product or part for ninety (90) days from shipment, or the  
remainder of the initial warranty period, whichever is longer. Products returned to Polycom must be sent prepaid  
and packaged appropriately for safe shipment, and it is recommended that they be insured or sent by a method that  
provides for tracking of the package. Responsibility for loss or damage does not transfer to Polycom until the  
returned item is received by Polycom. The repaired or replaced item will be shipped to Customer, at Polycom’s  
expense, not later than thirty (30) days after Polycom receives the defective product, and Polycom will retain risk of  
loss or damage until the item is delivered to Customer.  
The product software comes with 90-day software warranty, providing for software updates (minor releases/bug  
fixes). To continue to receive support, purchasing a maintenance contract is the most economical solution.  
Exclusions  
Polycom will not be liable under this limited warranty if its testing and examination disclose that the alleged defect or  
malfunction in the product does not exist or results from:  
• Failure to follow Polycom’s installation, operation, or maintenance instructions.  
• Unauthorized product modification or alteration.  
• Unauthorized use of common carrier communication services accessed through the product.  
• Abuse, misuse, negligent acts or omissions of Customer and persons under Customer’s control; or  
• Acts of third parties, acts of God, accident, fire, lightening, power surges or outages, or other hazards.  
Warranty Exclusive  
IF A POLYCOM PRODUCT DOES NOT OPERATE AS WARRANTED ABOVE, CUSTOMER’S SOLE REMEDY  
FOR BREACH OF THAT WARRANTY SHALL BE REPAIR, REPLACEMENT, OR REFUND OF THE PURCHASE  
PRICE PAID, AT POLYCOM’S OPTION. TO THE FULL EXTENT ALLOWED BY LAW, THE FOREGOING  
WARRANTIES AND REMEDIES ARE EXCLUSIVE AND ARE IN LIEU OF ALL OTHER WARRANTIES, TERMS,  
OR CONDITIONS, EXPRESS OR IMPLIED, EITHER IN FACT OR BY OPERATION OF LAW, STATUTORY OR  
OTHERWISE, INCLUDING WARRANTIES, TERMS, OR CONDITIONS OF MERCHANTABILITY, FITNESS FOR  
A PARTICULAR PURPOSE, SATISFACTORY QUALITY, CORRESPONDENCE WITH DESCRIPTION, AND  
NON-INFRINGEMENT, ALL OF WHICH ARE EXPRESSLY DISCLAIMED. POLYCOM NEITHER ASSUMES NOR  
AUTHORIZES ANY OTHER PERSON TO ASSUME FOR IT ANY OTHER LIABILITY IN CONNECTION WITH THE  
SALE, INSTALLATION, MAINTENANCE OR USE OF ITS PRODUCTS.  
Regulatory Notices - 2  
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Regulatory Notices  
Safety and Compliance  
Part 15 FCC Rules  
This device is compliant with Part 15 of the FCC Rules. Operation is subject to the following two conditions:  
1. This device may not cause harmful interference, and  
2. This device must accept any interferences received, including interference that may cause undesired operation.  
Class B Digital Device or Peripheral  
Note: This equipment is tested and complies with the limits for a Class B digital device, pursuant to Part 15 of the  
FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential  
installation. This equipment generates, uses, and can radiate radio frequency energy and, if not installed and used  
in accordance with the instructions, may cause harmful interference to radio communications. However, there is no  
guarantee that interference will not occur in a particular installation. If this equipment does cause harmful  
interference to radio or television reception, which can be determined by turning the equipment off and on, the user  
is encouraged to try to correct the interference by one or more of the following measures:  
1. Reorient or relocate the receiving antenna.  
2. Increase the separation between the equipment and receiver.  
3. Connect the equipment into an outlet on a circuit different from that to which the receiver is connected.  
4. Consult the dealer or an experience radio/TV technician for help.  
Modifications  
In accordance with Part 15 of the FCC Rules, the user is cautioned that any changes or modifications not expressly  
approved by Polycom, Inc. could void the user’s authority to operate the equipment. This equipment may not be  
used on a coin service or party line.  
Installation Instructions  
Installation must be performed in accordance with all relevant national wiring rules.  
L’Installation doit être exécutée conformément à tous les règlements nationaux applicable au filage électrique.  
When using PoE (Power over Ethernet), the equipment is to be connected only to PoE networks without  
connections to the outside plant.  
Plugs Acts as Disconnect Device  
The socket outlet to which this apparatus is connected must be installed near the equipment and must always be  
readily accessible.  
La prise électrique à laquelle l’appareil est branché doit être installée près de l’équipement et doit toujours être  
facilement accessible.  
Industry Canada (IC)  
This Class [B] digital apparatus complies with Canadian ICES-003.  
Cet appareil numérique de la classe [B] est conforme à la norme NMB-003 du Canada.  
Regulatory Notices - 3  
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User Guide SoundPoint IP 550 Phone  
Safety and Compliance (continued)  
CE and VCCI Mark  
This SoundPoint IP <Model Number> SIP is marked with the CE mark. This mark indicates compliance with EC  
Directives 2006/95/EC and 2004/108/EC. A full copy of the Declaration of Conformity can be obtained from  
Polycom Ltd., 270 Bath Road, Slough, Berkshire, SL1 4DX, UK.  
WARNING Electrical Safety  
This product is rated 24Vdc, 0.5A. When used with the optional external power supply, the power supply shall be a  
Listed power supply with a LPS output, rated 24V, min. 500mA.  
Russian Compliance - SoundPoint IP 550  
Ministry of Information Technologies & Communication of the Russian Federation – Declaration of  
Conformity. DoC # СПД‐5077. Expiry 09 March 2014.  
Regulatory Notices - 4  
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Regulatory Notices  
Safety and Compliance (continued)  
New Zealand Telepermit Special Conditions  
PTC General Warning  
1. The grant of a Telepermit for any item of terminal equipment indicates only that Telecom has accepted that the  
item complies with minimum conditions for connection to its network. It indicates no endorsement of the product by  
Telecom, nor does it provide any sort of warranty. Above all, it provides no assurance that any item will work  
correctly in all respects with another item of Telepermitted equipment of a different make or model, nor does it imply  
that any product is compatible with all of Telecom's network services.  
The Use of IP Networks through the PSTN  
2. Internet Protocol (IP) by its nature introduces delay into speech signals as each data packet is formulated and  
addressed. Telecom Access Standards recommends that  
suppliers, designers and installers using this technology for calls to or from the PSTN refer to ITU E Model  
requirements in the design of their networks. The overall aim is to minimise delay, distortion and other transmission  
impairments, particularly for those calls involving cellular and international networks, which already suffer extensive  
delay.  
The Use of Voice Compression through the PSTN  
3. Because of the extensive delay already experienced when calling cellular and international networks, some of  
which is already caused by their use of voice  
compression technologies. Telecom Access Standards will only approve G711 voice technology for use on the  
PSTN. G711 is an 'Instantaneous Speech encoding  
Technique' whereas G729 and all its variants are considered 'Near Instantaneous' introducing additional delay into  
the speech signal.  
Echo cancellation  
4. Echo cancellers are not normally required in the Telecom PSTN because geographic delays are acceptable  
where CPE return loss is maintained within Telepermit limits. However, those private networks making use of Voice  
over IP technology are required to provide echo cancellation for all voice calls. The combined effect of audio / VoIP  
conversion delay and IP routing delay can cause the echo cancellation time of 64 mS to be required.  
Modification of these Polycom Soundpoint IP 320, 330, 430, 550, 650 VoIP Telephones for the New Zealand  
network  
5. All samples of Polycom Soundpoint IP 320, 330, 430, 550, 650 VoIP Telephones connected to the Telecom  
network shall be modified as described in KTL Test Report  
Nos. 8A1680ANZ1 and 8A1680ANZ2. The modified software enables the telephones to comply with the maximum  
delay requirement given in PTC220 paragraph 8.3.5. Failure to do so will cause the cancellation of this Telepermit..  
Regulatory Notices - 5  
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User Guide SoundPoint IP 550 Phone  
Safety and Compliance (continued)  
New Zealand Telepermit  
Polycom SoundPoint IP 321, 331, 325 and 335 VoIP Telephones PTC 220/08/063  
PTC General Warning  
1. The grant of a Telepermit for any item of terminal equipment indicates only that Telecom has accepted that the  
item complies with minimum conditions for connection to its network. It indicates no endorsement of the  
product by Telecom, nor does it provide any sort of warranty. Above all, it provides no assurance that any item  
will work correctly in all respects with another item of Telepermitted equipment of a different make or model, nor  
does it imply that any product is compatible with all of Telecom's network services.  
The Use of IP Networks through the PSTN  
2. Internet Protocol (IP) by its nature introduces delay into speech signals as each data packet is formulated and  
addressed. Telecom Access Standards recommends that suppliers, designers and installers using this  
technology for calls to or from the PSTN refer to ITU E Model requirements in the design of their networks. The  
overall aim is to minimise delay, distortion and other transmission impairments, particularly for those calls  
involving cellular and international networks, which already suffer extensive delay.  
The Use of Voice Compression through the PSTN  
3. Because of the extensive delay already experienced when calling cellular and international networks, some of  
which is already caused by their use of voice compression technologies. Telecom Access Standards will only  
approve G711 voice technology for use on the PSTN. G711 is an ‘Instantaneous Speech encoding Technique’  
whereas G729 and all its variants are considered ‘Near Instantaneous’ introducing additional delay into the  
speech signal.  
Echo Cancellation  
4. Echo cancellers are not normally required in the Telecom PSTN because geographic delays are acceptable  
where CPE return loss is maintained within Telepermit limits. However, those private networks making use of  
Voice over IP technology are required to provide echo cancellation for all voice calls. The combined effect of  
audio / VoIP conversion delay and IP routing delay can cause the echo cancellation time of 64 mS to be  
required.  
Modification of this Polycom Soundpoint IP 321, 331, 325 and 335 VoIP Telephones for the New Zealand  
Network  
5. All samples of Polycom Soundpoint IP 321, 331, 325 and 335 VoIP Telephones connected to the Telecom  
network shall be modified as described in KTL Test Report Nos. 8A1680ANZ3 and 9A2296ANZ1. The  
modified software enables the telephones to comply with the maximum delay requirement given in PTC220  
paragraph 8.3.5. Failure to do so will cause the cancellation of this Telepermit.  
Regulatory Notices - 6  
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Index  
Symbols  
D
* key, page up shortcut 1–13  
# key, page down shortcut 1–13  
display contrast 2–3  
Do Not Disturb 3–21  
down arrow key, Missed Calls shortcut 2–11  
A
E
AC power 1–4  
answering calls 3–4, 3–5  
assembling your phone 1–3  
assigning speed dial keys 3–22  
electronic hookswitch 2–7  
ending calls 3–7  
F
B
features  
advanced 4–1  
basic 3–1  
backlight intensity 2–3  
base, attaching 1–6  
block buddies 4–6  
buddy lists 4–5  
buddy status 4–7  
list of 1–9  
SoundPoint 1–9  
forwarding calls 3–19  
G
C
getting started with your phone 1–1  
graphic display backgrounds 2–9  
call lists  
missed calls 2–11  
placed calls 2–11  
received calls 2–11  
types of 2–11  
H
handset  
answering a call 3–5  
connecting 1–5  
illustration 1–2  
placing a call 3–3  
calls  
ending 3–7  
on hold 3–8  
conference calls  
adding parties 3–13, 3–14, 3–15  
ending 3–16  
holding parties 3–14  
managing 3–12  
muting parties 3–13  
removing parties 3–14  
setting up 3–10  
splitting 3–16  
contact directory 2–12  
contact lists. See buddy lists  
corporate directory 2–15, 2–19  
customizing your phone 2–1  
hands-free mode  
answering a call 3–5  
disabled 3–3  
placing a call 3–3  
headset  
answering a call 3–6  
connecting 1–5  
electronic hookswitch 2–7  
memory mode 2–5  
placing a call 3–4  
headset memory mode 2–5  
holding calls 3–8  
Index – 1  
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User Guide SoundPoint IP 550 Phone  
I
S
instant messaging 4–3  
setting up conferences 3–9  
shared lines 2–24  
silent ring, answering calls 3–5  
L
language support 2–8  
left arrow key, Received Calls shortcut 2–11  
SoundPoint IP 550  
adjusting backlight intensity 2–3  
adjusting display constrast 2–3  
adjusting volume 2–10  
advanced features 4–1  
answering calls 3–4, 3–5  
assembling 1–3  
M
managing buddies 4–6  
Microsoft Office Live Communications  
Server 2005 4–5, 4–7  
assigning speed dial keys 3–22  
attaching base 1–6  
missed call lists 2–11  
multiple call appearances 4–1  
multiple calls, hold 3–9  
multiple keys per line 2–23  
basic features 3–1  
buddy lists 4–5  
call lists, types of 2–11  
calls, on hold 3–8  
multiple lines  
contact directory 2–12  
customizing 2–1  
call forwarding 3–19  
Do Not Disturb 3–22  
ring type 2–7  
Do Not Disturb 3–21  
electronic hookswitch 2–7  
ending calls 3–7  
support for 2–22  
text messaging 4–3  
Voice Mail 3–25  
muting microphone 2–10  
MyStat 4–5  
ending conferences 3–16  
features, list of 1–9  
figure, features 1–9  
first time use 1–13  
forwarding calls 3–19  
getting started 1–1  
N
handset 1–5  
headset 1–5  
navigation key usage 1–13  
network connection, phone 1–3  
headset memory mode 2–5  
illustration 1–2  
P
instant messaging 4–3  
language support 2–8  
managing conferences 3–12  
multiple call appearances 4–1  
multiple keys per line 2–23  
muting microphone 2–10  
navigation key usage 1–13  
parts list 1–2  
parts list 1–2  
placed call lists 2–11  
placing calls 3–2  
PoE. See Power over Ethernet  
power adapter, connecting 1–4  
Power over Ethernet (PoE) 1–4  
power source, phone 1–3  
presence 4–5  
placing calls 3–2  
presence 4–5  
redialing numbers 3–8  
restarting phone 4–8  
ring type 2–7  
setting time and date 2–2  
setting up conferences 3–9, 3–10  
shared lines 2–24  
splitting conferences 3–16  
text messaging 4–3  
transferring calls 3–16  
troubleshooting 5–1  
using multiple lines 2–22  
voice mail 3–25  
R
received call lists 2–11  
redialing numbers 3–8  
restarting phone 4–8  
right arrow key, Placed Calls shortcut 2–11  
ring type 2–7  
RJ-9 1–6  
Index – 2  
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Index  
speakerphone. See hands-free mode  
speed dialing 3–22  
T
text messaging 4–3  
time and date 2–2  
transferring calls 3–16  
troubleshooting  
audio problems 5–4  
calling problems 5–4  
controls problems 5–2  
diagnostics 5–7  
display problems 5–6  
power and startup problems 5–2  
productivity suite 5–7  
screen and system problems 5–3  
U
up arrow key, Speed Dial Index shortcut 3–23  
using SIP URL for calling 3–3  
V
voice mail 3–25  
volume 2–10  
W
watch buddies 4–6  
Index – 3  
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User Guide SoundPoint IP 550 Phone  
Index – 4  
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