Phone System Reference

Solution Overview

The following is provided as a guide to your new phone experience as well as instructions on how to get things done and links to useful reference content.

First, an overview of the solution and various players comprising your overall solution. Telesystem is the supplier of phone services accessible through the Poly Edge E400 phone on your desk and through the Webex app loaded on your computer, mobile phone, and/or tablet. (Microsoft Teams may be integrated in the future- to be defined later.)

Our Extension numbers have not changed, but each RLG associate now has an individual phone number, referred to as “DID” for Direct Inward Dial. You will see your own DID and those of other RLG associated in either of the portals discussed below.

Each has it’s own function(s) and ways to access and configure your communications experience. Our firm, Converge IP, is a technical resource assisting with the phone transition. We’ll work to provide additional clarity and functionality (over time) and use this space to provide instruction and support through a consolidation of pertinent links and explain commonly needed tasks.

**Technical Support contact information is located at the bottom of this page. **

Overview of Platform Resources

Telesystem Call Management Portal

The telecom services are provided through Telesystem and administered through their portal. You can customize and configure all your calling features in this User Portal. On the left-hand panel you can administer Voicemail, Call History, Call Settings, Reset Passwords, and Contacts where you can program phone buttons and access directories. This platform is great if you want control over programming of your own phones or will be logging into extensions (“hoteling”).

• Telesystem Call Management Portal

• Use this link if you Forgot Password?: or email Chief Administrative Officer

• Documents + Help Videos

Poly Edge E400

All office phones (other than conference units) are either the Poly Edge E400. They have programmable soft buttons and are the primary office tool.

• Poly Edge E Series Phones User Guide

• Poly Edge E400 Hardware Overview

• Poly Phone Video

Common Tasks & Reference

Directories

There are Directories in all the places outlined above- the Webex app, the Telesystem portal, and the Poly E400 phone.

• From Poly Desk Phone: 

  • Press Softkey for Directories.

  • Press the number 4 for Enterprise Directory.

  • Use the Navigation Keys to scroll through to your desired extension. Press Softkeys for View and Dial.

    -OR-

  • Use the Dialpad to alpha-numerically type the first few letters of the name of your desired contact. Next, press More and Submit search your entry. Use the Navigation Keys to scroll through to your desired extension. Finally, press More and Dial to place the call.

• From Webex:  (most efficient)

  • Locate the search bar in the top center of the window.

  • Enter the name of the person you are searching. This will pull both from RLG as well as outlook contacts.

  • When you locate your desired party, you may dial them using the call button to the right or hover over their initials to expose their extension and phone numbers.

Transfer Calls

• From Poly Desk Phone:  Press the Transfer soft key, then enter the extension number or use directories to find your extension. Push Dial.

  • Poly E400 User Guide Transfer Link

• From Webex:  Press the three dots for More Options > Transfer. This will launch another window with a keypad. From here you can enter the extension number and or enter the name in the box to find your desired contact. Then press the button for Consult first or Transfer now as you wish.

Park and Pickup Calls

• From Poly Desk Phone:  Using the soft keys, press More > More > Park again followed by enter the extension number or use directories to find your extension. Push Dial.

  • To retrieve the call, press the Pickup soft key. Enter the extension number of the parked call, then press Enter. (Note: The extension number may be your own extension if someone has parked it there.)

• From Webex:  This is being evaluated in the Webex environment.

Voicemail

All users have their own voicemail which can be accessed through the Webex App (Desktop or Mobile), their Poly phone, or remotely from any phone. You now have a Voicemail Box where you'll perform most of your daily tasks and a Voicemail Portal for more administrative purposes.

• Change Voicemail PIN: From your Voicemail Portal and press 8.  PINs can be between 4 and 8 digits.

Programming Phone Buttons

Flexible Seat: Hoteling (“Hot-Desking”)

If you bounce between offices or are visiting another office, for example, and want to receive calls on a different phone, this is called Flexible Seat, Hoteling, or “Hot-Desking.” To use this feature, the phone you’re trying to log into must be optioned for this functionality and the user must log into the device. This is all done in the Telesystem Call Management Portal.

Once logged in, get to the user account you want to change. Then make sure the Show advanced features button in the upper right is turned on.

Share a Device

To authorize or share a device to be used as a Flexible Seat HOST, either a system admin or the owner of that host device needs to go to the appropriate User, then from the left navigation bar choose Devices > Flexible Seat > Share My Device and click the radio button to activate.

Then click the arrow “>” for more options for who can connect to the device and for how long each association (or login) will remain in effect.

All open cubicles and open offices at RLG locations will be shared. A limit of 14 hours will be default to ensure people are logged out overnight. All RLG associates are eligible to log into the device by choosing All users of this enterprise under Allowed guests:.

Use a Device

To use a device as a Flexible Seat User, log into your user account on the Telesystem portal. Making sure Show advanced features button in the upper right is turned on, then from the left navigation bar choose Devices > Flexible Seat > Share My Device and click the radio button to activate.

Then click the arrow “>” to designate how long you will be connected to this device. This should be checked and limited to 10-14 hours. Then click Associate Now and choose the extension you want to use, then Associate.

Silencing Notifications

While having multiple means of receiving calls can be convenient, having all these devices ring at the same time at your desk can be frustrating. This is personal preference, but what follows is a quick guide to access the Settings of the various notifications.

Poly Edge E400 Phone
On the phone, simply use the up and down arrows to adjust the volume of the phone to desired level.

To take a call while in a meeting or on another call, in the Webex app, make sure “Automatically decline incoming calls” is not checked.

Support Information