AT&T Office@Hand

Learn how to use features from AT&T Office@Hand. Access our self-help options to set up and use this application to communicate with customers.

Back to product page

Assisted Provisioning ­ Polycom IP Phones | AT&T Office@Hand
Article #5742

Office@Hand offers several SIP phones that come pre-­configured and are fully recommended and supported by AT&T Office@Hand. This article describes the steps on setting up phones via Assisted Provisioning which is supported by AT&T Office@Hand.

Assisted Provisioning ­ Polycom IP Phones | AT&T Office@Hand

Office@Hand offers several SIP phones that come pre-­configured and are fully recommended and supported by Office@Hand. To learn more about the phones that we offer and its features, go to Deskphones ­ List of Supported Phones | AT&T Office@Hand.

Although Office@Hand recommends and only provides full support for Office@Hand­provided SIP phones, we recognize that some customers may wish to use other devices. For customers with existing Polycom phones; or Polycom phones purchased from a third­ party, Office@Hand offers Assisted Provisioning, which will allow your existing device to connect to Office@Hand cloud, and download the updates and features from your Office@Hand account.

Note: For Polycom phones purchased from third party vendors, you may find additional help and support at Polycom’s Support Website.

IMPORTANT: If you want to provision a Polycom phone that you got from a different provider, you need to get the phone’s Admin Password from the provider and make sure that the phone has been unlocked.

To configure your existing device, you must first add an Existing Device to your Office@Hand account. For instructions, go to Deskphones ­ Add an existing phone | AT&T Office@Hand.

If you already have an Existing phone and wish to assign it to your existing Polycom device, go to How to Provision your Existing Polycom phone.

To replace a phone on your Office@Hand account with your Polycom phone, go to How to Provision your Polycom phone to Replace an Existing User phone.

How to Provision your Existing Polycom Phone

IMPORTANT: If you purchased your device from a different provider, make sure that the phone is unlocked before you proceed.

  1. Log in to your Office@Hand account as an Administrator.
  2. Under Admin Portal, select Phone System, and then click Phones & Devices.
  3. Under User Phones, highlight the Existing phone that you wish to configure for your Polycom phone. Click Setup and Provision. You will see Setup and Provision when you point your cursor over it.
  4. Select Polycom IP Phone, then click Select Phone Model to choose the model number of the Polycom phone that you will provision, and then click Next.
    Note: If your phone is not on the list, go to Manual Provisioning ­ Polycom IP Phone | AT&T Office@Hand for steps on how to configure your device.
  5. You will see the instructions on how to reset the existing configuration on your phone. Click Next after resetting your phone.
    Next you’ll need to reset the existing configuration. On your phone, select the ‘Menu‘ key or softkey, then Settings > Advanced > Admin Settings > Reset to Default > Reset Local Config. Select Yes to confirm. Once your phone has finished rebooting, click ‘Next‘.
    Note: When you select ‘Advanced’ you will be prompted for a password ­ this is the Administator password to your phone and you must know it to continue. By default it is 456. If you do not know your password you may need to contact the vendor of the phone.
  6. Enter the phone’s MAC Address, and then click Next.
    Note: A Media Access Control (MAC) Address is a code that uniquely identifies a hardware device in a network. It is usually found at the back of the phone or through the Phone status menu. It should have 12 characters and should consist of the numbers 0­9 and letters a­f.
  7. You will see additional instructions for provisioning your device, and then click Next.
    1. Access Menu
      Next you’ll need to point your phone to Office@Hand for configuration information.On your phone, select the ‘Menu’ key or softkey, then Settings > Advanced > Admin Settings > Network Configuration > Provisioning Server > DHCP Menu. When you select ‘Advanced’ you will be prompted for a password this is the Administrator password to your phone and you must know it to continue. By default it is 456. If you do not know your password you may need to contact the vendor of the phone.
    2. Set DHCP Menu
      In the DHCP Menu, select ‘Boot Server’ and change it to ‘Static’. This is done using the up and down keys to navigate to the correct option and the left and right arrow keys to change the value. When done select the ‘OK’ softkey, then the ‘Back’ softkey.
    3. Set Server Type
      Now scroll down to and select the Server Menu. First select the ‘Server Type’, and change it to ‘HTTPS’.
    4. Set Server Address
      Now change the ‘Server Address ‘Scroll to the field, select it, then use the << softkey or the X key to delete the current value, if any. You will now need to enter ‘pp.ringcentral.com/pp’ into the field. Like entering a text message on a phone, you will use the number keys to enter letters. For example, to enter the letter ‘a’ press 2 once. To enter ‘c’ press 2 three times. * will enter a period. Press # several times for
      /. Select ‘OK‘ to accept changes.
    5. Save Config
      Assure that the ‘ Server User’ and ‘Server Password’ fields are blank. Now select ‘Back’ to save the configuration, and ‘Back’ again to exit. Select ‘OK‘ to Save Config, and the phone will reboot.
  8. Your phone should reboot and provision itself. Click Done when finished.
    Note: You will be redirected to the phone’s details afterward. The status of the phone should show online once it is successfully provisioned to your account. You can also configure the following settings before clicking Save.

    • Name: Give your phone a name to help you identify this device when configuring your Call Handling settings.
    • Data Usage: To improve the quality of your calls, you can set how much network bandwidth to use for calls:
    • High Bandwidth gives you better sound quality but calls can become choppy when it’s not available.
    • Low Bandwidth gives you lower sound quality but ensures no interruptions during your conversation.
    • HD Voice: You can click the box to enable HD Voice on this device if possible.
  9. Click Save.

How to Provision your Polycom phone to Replace an Existing User phone

To replace a phone on your Office@Hand account with an existing Polycom phone, follow the steps below:

  1. Log in to your Office@Hand account as an Administrator.
  2. Under Admin Portal, select Phone System, and then click Phones & Devices. Under User Phones, click the device that you wish to replace.
  3. Click Change Phone.
  4. Select Phone not purchased from RingCentral Office@Hand from AT&T.
  5. Update the Emergency Calling Address. This is the address where your Desk phone is located.
    Note: DO NOT include special characters in the Customer Name field.
    IMPORTANT: This is the address that will be used in the event of an emergency call (911 in the United States and Canada), from this Office@Hand Desk phone. Be sure to update this address anytime you change the location where you use this Office@Hand Desk phone.
  6. Follow steps 4 to 9 under How to Provision your Existing Polycom phone to complete the procedure.

See Also:
Office@Hand: Desktop and Conference IP phones
Office@Hand: Setting up a Third Party SIP Phone

Key Words: polycom, provision, assisted, assist, provisioning, ip phone, poly, 5742