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 550 and 560 phones

This guide contains the information you need to get started using your Polycom® SoundPoint® IP 550 and 560 phones 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.

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 Collaborate exactly as you use a traditional phone system.

For more detailed information about using these phones, see the Polycom SoundPoint IP 550 or Polycom SoundPoint IP 560 User Guide, available from Polycom. Note that not all Polycom SoundPoint IP 550 and Polycom SoundPoint IP 560 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
Light indicator

Select a feature or option

The Polycom SoundPoint IP 550 and 560 have 4 phone lines. The phones have standard phone keypads and a few additional buttons (for example, Messages, Hold, and Redial). The phones also have soft keys, located below the display window. Soft keys work like other phone buttons or keys, but the function of each soft key can change. A label appears in the display window, defining each soft key’s function at a given time.

In this guide, we refer to soft keys by the label that appears in the display window describing the function of the soft key at a particular time.

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 any dialing restrictions, check with your administrator.

Phone diagram

 

Line key Function   Line key Function
1 Message light   9 Key pad
2 Display controls:
Arrows (Scroll)
Checkmark (Select)
X (Delete)
  10 Hold
3 Feature keys   11 Speaker
4 Mute   12 Soft keys
5 Headset   13 Display
6 Speakerphone   14 Line keys/Speed dial
7 Microphone   15 Line display
8 Volume   16 Hookswitch

Use these keys and buttons on your Polycom SoundPoint 550 or 560 phone.

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Dialing basics

With Collaborate, you don’t need to use 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 or Speakerphone)
  • 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.
    • Press a line key.
    • Press Headset (if you’ve connected an optional headset).
Make a call
  • Do 1 of these things:
    • Pick up the handset and enter the number you want to call.
    • Press a line key and enter the number you want to call.
    • Press the New Call soft key and enter the number you want to call.
    • Press Speakerphone or Headset and enter the number you want to call.
Make an internal call
  • Enter the extension.

To reach people at other sites, you may have to enter the site 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, a 7-digit number within your own area code, or a special number (such as 411 or 911).
Make an international call
  • Enter 011 (the international code) + country code + phone number.

For more information, 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 left arrow 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 the last number called
  • Press Redial.
Redial a number called earlier
  1. Press the right arrow key.
    The Placed Calls list appears in the display window.
  2. Scroll to select the number you want, and then press a line key.
Hold a call and resume a call
  • To put a call on hold, press Hold.
  • To resume the call, press Resume.
To end a call
  • Press End Call.

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Special features

The special features of Collaborate described below can save you time.

Note that if this IP phone is located in a conference room and not assigned to an individual user, some features meant for individuals might not be available.

With some features, you press buttons or soft keys. With others, you enter special feature codes (for example, *86) from the phone’s keypad. In some cases, you can access features in multiple ways. For more information about feature codes, see Feature access codes. 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).
  • 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

An account code enables your 

Collaborate service 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 a feature access code followed by the account code when calling outside your organization.

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 Caller ID 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 Transfer.
  2. Press the Blind soft key and enter the phone number to which the call will be transferred.
  3. Press a line key.
    The call is transferred and you’re dropped from the call.

Make an attended transfer

  1. During a call, press Transfer.
  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.
  5. Do 1 of these things:
    • If the person agrees to accept the call, press Transfer 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 Cancel 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 Confrnc 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 Confrnc soft key to establish the conference.
    • If the person doesn’t want to join the call, press the Cancel soft key to drop the second call and return to the first call.

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, your phone will stop ringing, but the shared lines will continue to ring on other phones.

Reject a call

  • While your phone is ringing, press the Reject or Silence 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 other numbers. The forward-to number can be 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 it up in advance.

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

There will be times when you must reset your phone so that it can retrieve crucial software updates and configurations from the Collaborate service.

 

Register or restart your phone

  1. Press Menu.
  2. Select Settings, and then press the Select soft key.
  3. Select Basic.
  4. Select Restart Phone. The Polycom logo appears in the display window for a short time. When the logo disappears, the phone is again operational.

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Light indicators

Lights on the Polycom SoundPoint IP 550 and 560 phones indicate whether a line is ringing, busy, active, or on hold.

Line appearance light Line appearance status
Solid green An active call is in progress (appears on the phone with the active call).
Fast flashing green The call is held by the other party (appears on the phone with the active call).
Flashing green The call is held by the other party (appears on the phone with the active call).
Flashing red The call is on hold (appears on all shared lines and devices).
Solid red The line is busy remotely (on shared lines).

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