AT&T Collaborate

AT&T Collaborate – Enhanced Mobile is a Fixed Mobile Convergence solution that provides business, desk phone features on mobile phones. Improve mobile communications with your customers and collaborators by providing your high-definition voice business smartphone users the tools they need when connected to the AT&T VoLTE network.

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AT&T Collaborate quick reference Polycom SoundPoint IP 321, 331, and 335 phones

This guide contains the key information you need to get started using your Polycom® SoundPoint® IP 321, 331, or 335 phone with the AT&T CollaborateSM service. You’ll learn how to access features using the buttons, line keys, and soft keys on your Internet Protocol (IP) phone. These phones look the same but the SoundPoint IP 331 phone has 2 Ethernet ports and the SoundPoint 321 has 1 port.

Collaborate is a Voice over IP (VoIP) system that transports calls over the AT&T IP network rather than over the traditional public switched telephone network. You can use your IP phone with Collaborate exactly as you use a traditional phone system.

For more detailed information about using these phone, see the Polycom SoundPoint 321, 331, or 335 User Guide, available from Polycom. Note that not all Polycom 321, 331, and 335 features are available with Collaborate.

For reference, print this page and fill in the important information your administrator provides.

Description Detail
Your phone number (for external calls)  
Your extension (for internal calls)  
Your voicemail access number  
Your administrator Name:
Phone number:
Email:

Select a feature or option
Dialing basics
Special features

Select a feature or option

The Polycom 321, 331, and 335 phones have 2 lines and can handle up to 8 calls at once. In addition to a standard phone keypad and a few additional buttons (for example, a Menu button) your phone also has soft keys located below the display window.

Soft keys work like other phone keys, but the function of each soft key can change. A label appears in the display window above each soft keys, defining its function at a given time. In this guide, we refer to soft keys by the label that appears in the display window, such as New Call, Callers, and Dir.

Your organization determines which Collaborate features you can use and can also impose dialing restrictions. If you have questions about the features available to you or about dialing restrictions, check with your administrator.

Use these buttons and keys with Collaborate.

Phone diagram

Button/Key Function   Key  Function
1 & 2 Line Keys   7 Mute
3

Display controls:
Arrow keys
Checkmark (P)
Select button

  8 Keypad
4 Hold   9 Menu
5 Headset   10 Dial
6 Speakerphone   11 Soft keys

Use these keys and buttons on your Polycom 321, 331, or 335 phone.

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Dialing basics

With Collaborate, you don’t need to enter an out of network prefix (such as 9) when making calls. If you pre-dial a call, you must do 1 of these things to connect the call:

  • Pick up the handset
  • Press a button (Headset, Speakerphone, Dial)
  • Press a line key.

If you have already picked up the hand set (you already have a dial tone), and then enter the numbers to place a call, the call connects automatically after a few seconds.

How to make calls

Collaborate simplifies making calls.

Action Steps
Make a call by pre-dialing
  1. Enter the number you want to call.
  2. Do 1 of these things:
    • Pick up the handset.
    • Press Speakerphone or press a line key.
    • Press Headset (if you’ve connected an optional headset).
Make a call
  1. Do 1 of these things:
    • Pick up the handset.
    • Press Speakerphone.
    • Press Headset (if you’ve connected an optional headset).
    • Press a line key.
Make an internal call
  • Enter the extension.

To reach people at other locations, you may have to enter the location dialing prefix plus the extension.

Make a local call
  • Enter a 10-digit number, a 7-digit number within your own area code, or a special number (such as 411 or 911).
Make a long distance call
  • Enter a 10-digit number. (You can enter 1 and the 10-digit phone number, but 1 isn’t required.)
Make an international call
  • Enter 011 (the international code) + country code + phone number.

For details, see the AT&T International Dialing Guide at https://www.business.att.com/bt/dial_guide.jsp.

Return an earlier incoming call
  1. Press the Callers soft key. A list of received calls appears in the display window, with the most recent call listed first.
  2. Scroll to the number you want to call, and then press a line key.
Redial a number
  1. Press a line key. The Placed Calls list appears in the display window.
  2. Do 1 of these things:
    • To redial the most recently dialed number, press a line key.
    • To dial a number dialed earlier, locate the number you want to call, and then press a line key.
Put a call on hold and resume a call

Do 1 of these things:

  • To put a call on hold, press Hold.
  • To resume the call, press Hold again or press the Resume soft key.

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Special features

Collaborate has special features that can save you time. To apply a feature access code, enter the code (for example, *70), and then do 1 of these things:

Pick up the handset.
Press a button (Speakerphone, Headset, or Dial).
Press a line key.

Manage calls with these special calling features from Collaborate.

Description How to use the feature

Call Waiting

If you see a new caller’s ID in your phone’s display window while you’re on a call, Call Waiting is turned on and you have an incoming call.

If you don’t answer the new call, it will be routed to your voicemail (if available) or to your chosen “when I don’t answer” call treatment.

If you don’t want to be notified when callers are waiting, you can turn Call Waiting off for the current call.

Turn Call Waiting off for the current call

  • Enter *70 and the number you want to call.

Account codes

Account codes enable Collaborate to track call data by account or category for outbound calls made from your organization. You may be assigned 1 of these types of account codes:

  • Mandatory—For all calls except 911, you’re always prompted and must enter an account code when calling outside your organization.
  • Optional—You can enter an account code when calling outside your organization. Before you enter an account code, enter a feature access code. For more information, see Feature Access Codes.

Call using a mandatory account code

  1. Enter the phone number you want to call.
  2. When prompted, enter the account code.

Turn on account codes per call

  1. Enter *50.
  2. When prompted, enter the account code.
  3. Enter the phone number you want to call.
 

Block and Unblock Caller ID

When the Caller ID feature is turned on, your number and name appear on the phones you call.

If permitted by your organization, you can block your caller ID:

  • For a single call outside your organization.
  • For all phone calls.

Or, your administrator can block your line’s caller ID for all calls.

 

Block your caller ID for a single call

  • Enter *67 and the number you want to call.
  • Pick up the handset.

Unblock your caller ID for a single call

  • Enter *65 and the number you want to call.
  • Pick up the handset.

Block your caller ID for all calls

  • Enter *31, and then pick up the handset.

Unblock your caller ID for all calls

Enter #31, and then pick up the handset.

 

Call Transfer

You can transfer a call to any extension within your organization or to any 10-digit phone number. Call Transfer has 2 forms:

  • Unattended transfer—Transfers your call to the new caller directly and drops you from the call.
  • Attended transfer—Enables you to speak with the person you’re transferring the call to before you transfer the call. If there’s no answer or the person doesn’t want to take the call, you can cancel the transfer and talk with the caller.
 

Make an unattended transfer

  1. During a call, press the Trans soft key.
  2. Enter the phone number to which the call will be transferred.
  3. Press the Blind soft key. The call is transferred and you’re dropped from the call.

Make a consultative transfer

  1. During a call, press the Trans soft key.
  2. Enter the phone number to which the call will be transferred.
  3. Press a line key.
  4. Wait for the person to answer, and then speak.
    • If the person agrees to accept the call, press Trans again. The call is then transferred from your phone.
    • If the person isn’t available or doesn’t want to accept the transferred call, press the Cancel soft key to resume the original call.
 

Conference calls

You can conduct a conference call with 3 participants from your phone.

 

Make a 3-way conference call by phone

  1. Call the first person.
  2. After the first person answers, press the Conf soft key. This places the call on hold.
  3. Call the second person.
  4. When the second person answers, do 1 of these things:
    • If the person wants to join the call, press the Conf soft key to establish the conference.
    • If the person doesn’t want to join the call, press the Cancel soft key to return to the first caller.
 

Reject a call

If you don’t want to answer a call while it’s ringing, you can reject the call. If you have voicemail, the call is then routed to your voicemail. If you don’t have voicemail, the call is routed to your chosen “when I don’t answer” call treatment.

Note: If the ringing line is a shared line and you reject a call, your phone stops ringing, but the shared lines continue to ring on other phones.

 

Reject a call

  • While your phone is ringing, press the More soft key, and then press the Reject or Ignore soft key.
 

Multiple line appearances and line keys

A phone number assigned to a line key on an IP phone is called a line appearance. The line keys on your phone can have repeated numbers, different numbers that belong to you, or numbers that belong to others. When a call comes in to a number, all phones with that number as a line appearance ring at the same time. When the call is answered, how it’s handled depends on the line’s call presence.

Collaborate offers 2 call presence choices:

  • Shared call presence—When a call is answered and put on hold, any other phone with that line appearance can take the call off hold.
  • Not shared call presence—When a call is answered, it becomes exclusive to the phone that answered it and no longer appears on the other phones.
 

Move between calls on different line appearances

  1. While on a call, press the line key associated with another line. The call on the first line is put on hold.
  2. Talk with the second caller.
  3. To return to the first caller, press the line key associated with the first call. The second call is automatically put on hold.
 

Call Forwarding

You can forward calls to an extension or any 10-digit phone number.

Collaborate provides these types of call forwarding:

  • Call Forwarding – Always—All calls to your phone are forwarded. This is also known as Send All Calls.
  • Call Forwarding – No Answer—If you don’t answer, the call is forwarded.
  • Call Forwarding – Busy—Calls that come in while your phone is busy are forwarded.
  • Call Forwarding – Not Reachable—Applies when your phone can’t be reached by the Collaborate network (not simply when you don’t answer or are busy). You can set this up in advance.

Note: Your administrator establishes your access to these features. If you have questions about your access to call forwarding, check with your administrator.

 

Turn on call forwarding

  1. When your phone is idle, enter:
    • *72 for Call Forwarding – Always
    • *92 for Call Forwarding – No Answer
    • *62 for Call Forwarding – Busy
    • *94 for Call Forwarding – Not Reachable
  2. Enter the phone number to which calls will be forwarded.
  3. Press a line key.

A voice prompt confirms that call forwarding is turned on.

Turn off call forwarding

  1. When your phone is idle, enter:
    • *73 for Call Forwarding – Always
    • *93 for Call Forwarding – No Answer
    • *63 for Call Forwarding – Busy
    • *95 for Call Forwarding – Not Reachable
  2. Press a line key.

A voice prompt confirms that call forwarding is turned off.

 

Register or restart your phone

To receive software and configuration updates from Collaborate, you’ll have to restart your phone periodically.

 

  1. Press Menu.
  2. Scroll to locate Settings and press Select.
  3. Select Basic.
  4. Select Restart Phone.

The Polycom logo appears in the display window for a short time. When the logo disappears, you can use the phone again.

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