Polycom CX300 User's Manual
Contents
1. Windows XP Service Pack 3 USB The phone requires a powered USB port The phone is not compatible with bus powered USB hubs such as keyboards with integrated hubs Polycom recommend that the phone be plugged directly into a USB port on the computer Headset Optional A list of compatible headsets that are supported by the phone can found at http www polycom com global documents support others produc ts voice CX300_HeadsetList_3810 48750 001_RevA pdf Supported Software Microsoft Office Communicator 2007 R2 version 3 5 6907 37 or later must be installed for the Polycom CX300 phone to work correctly Version 3 5 6907 37 is the Microsoft Office Communicator 2007 R2 hotfix rollup package dated July 2009 If correct version of Microsoft Office Communicator software is not installed on the computer the phone works only as an audio device and cannot be used as a telephone device The Polycom CX300 desktop phone displays the following messages if the incorrect version of Microsoft Office Communicator is installed on the computer Sign in to Office Communicator indicates that the version of Microsoft Office Communicator installed on the computer is 2 00 xxxx xxx The Sign in message reflects the language most recently used in Microsoft Office Communicator Please Upgrade Office Communicator indicates that Microsoft Office Communicator 2007 R2 or Microsoft Office Communicator 2007 R2 hotfix Deploying Polycom CX302. copyright laws and international treaty provision Therefore you must treat the software like any other copyrighted material e g a book or sound recording Every effort has been made to ensure that the information in this manual is accurate Polycom Inc is not responsible for printing or clerical errors Information in this document is subject to change without notice About This Guide Thank you for choosing the Polycom CX300 desktop phone which enables a new era in unified communications currently unavailable with traditional desktop phones Connecting a Polycom CX300 desktop phone to Microsoft Office Communications Server 2007 R2 allows you to place and receive calls over your IP network connection For more information on what s new in Microsoft Office Communications Server 2007 R2 refer to http www microsoft com communicationsserver en us whats new aspx This Deployment Guide provides everything you need to deploy the Polycom CX300 desktop phone in a standard Microsoft environment Verify that the network is prepared for deploying the Polycom CX300 phones with Microsoft Office Communications Server 2007 R2 and your network is correctly configured Review the Polycom CX300 Quick Start Guide before you attempt to deploy the phones This information can also be found at http www polycom com voicedocumentation Deployment Guide for the Polycom CX300 Desktop Phone Contents About This Guide ccc cee ec eee e
3. the Polycom CX300 Phone as an Audio Device on page 2 11 I hear audio glitches or drop outs Check the following Noise from the environment of the party you are calling such as typing strokes or writing on paper may be coming through the remote phone s microphone Ask that the microphone be moved from the source of the sound Wireless connection to the network may be causing audio noise If the computer accesses the network through a wireless connection temporarily turn OFF the wireless connection Then connect to the network through a network cable Other programs running on the computer may be using network or hardware bandwidth Check the Windows Task Manager Exit any open resource intensive programs that are currently not required Draft 1 Troubleshooting the Polycom CX300 Phone The party I am calling cannot hear me Check the following Your phone s microphone is on Mute the Mute button backlight is lit up The microphone which is located on the lower right corner of the phone is pointed toward you and not blocked by other objects The microphone setting in Microsoft Office Communicator is set appropriately To check go to Tools in Microsoft Office Communicator select Set Up Audio and Video select the Polycom CX300 phone from the applicable drop down menus and then adjust the volume settings The speaker and microphone volume settings in the computer s Windows operating system may be tu
4. 0 Phone within a Microsoft Office Communications Server 2007 R2 Environment rollup package dated April 2009 is installed on the computer The Please Upgrade message is always in English regardless of the language most recently used in Microsoft Office Communicator For troubleshooting information about Sign in and Please Upgrade display messages refer to Understanding Display Messages on page 2 7 Administrative Tasks After ensuring that the system and software requirements are in place it is recommended that you perform the following tasks Define dialing rules for the organization Dialing rules determine what if any shortcuts prefixes and others can be used by persons calling from inside the organization Dialing rules also define what the organization s users can do using Microsoft Office Communicator 2007 R2 when their computers are locked Any dialing rules set up for Microsoft Office Communicator 2007 R2 apply to the Polycom CX300 desktop phone Review the Polycom CX300 Desktop Phone User Guide which is available at http www polycom com support voice cx communicator_cx300 ht ml Test and ensure that the Polycom CX300 desktop phone works under the given infrastructure Send the link to the Polycom CX300 desktop phone support page to all users Deployment Guide for the Polycom CX300 Desktop Phone Troubleshooting the Polycom CX300 Phone This chapter contains general troubleshooting informati
5. Up Audio and Video and select the Polycom CX300 phone from the applicable drop down menus e The speaker and microphone volume settings in the computer s Windows operating system may be too low or may be disabled To check locate the appropriate Sounds application in the Windows Control Panel Remember that any changes in sound levels that you make in your operating system will be reflected in all the phone s audio devices Also although you can change volume playback and recording levels of your phone by using the Sound application in Control Panel it is not recommended The phone s volume is set to the maximum level but the sound is still too low The audio speaker device settings in Microsoft Office Communicator and or the Windows operating system might have to be adjusted If this is the case change these settings only when you are not in a call do not want Microsoft Office Communicator sounds such as Instant message alerts to be broadcast through the phone Change the audio device through the Set Up Audio and Video pages which can be accessed through the Tools menu in Microsoft Office Communicator Retrieving Voice Mail Using the Polycom CX300 Phone If voice mail is configured and there is voice mail waiting the 1 button will be lit Retrieve messages by pressing the 1 button for 1 5 seconds Languages Supported by the Polycom CX300 Phone The Polycom CX300 phone supports the 38 languages that are supported by Micro
6. We POLYCOM gt Deployment Guide for the Polycom CX300 Desktop Phone R2 August 2010 1725 32505 001 Rev A Trademark Information POLYCOMS the Polycom Triangles logo and the names and marks associated with Polycom s products are trademarks and or service marks of Polycom Inc and are registered and or common law marks in the United States and various other countries All other trademarks are property of their respective owners No portion hereof may be reproduced or transmitted in any form or by any means for any purpose other than the recipient s personal use without the express written permission of Polycom Microsoft MS DOS Windows Windows Server Windows Vista Windows XP Office Communications Server Office Communicator and Office Live Meeting are either registered trademarks or trademarks of Microsoft Corporation in the United States and or other countries Patent Information The accompanying product is protected by one or more U S and foreign patents and or pending patent applications held by Polycom Inc and or one or more of its licensors Disclaimer Some countries states or provinces do not allow the exclusion or limitation of implied warranties or the limitation of incidental or consequential damages for certain products supplied to consumers or the limitation of liability for personal injury so the above limitations and exclusions may be limited in their application to you When the implied warra
7. ation of Microsoft Office Communications Server 2007 R2 The Polycom CX300 desktop phone is also a compatible audio device for Microsoft Office Live Meeting No additional device drivers or software are required to use the Polycom CX300 desktop phone To get started you only have to connect the handset to the Polycom CX300 phone and plug the phone s USB cable to the computer that is running Microsoft Office Communicator 2007 R2 The required infrastructure is the same in all organizations although individual user setups will vary As the organization s system administrator you should ensure that the required infrastructure is in place so that the user s experience is seamless Topics in this section include e Setting Up the User s System e Supported Software e Administrative Tasks Deployment Guide for the Polycom CX300 Desktop Phone For the most up to date version of the Deploying Microsoft Office Communicator 2007 R2 documentation and the complete set of the Microsoft Office Communications Server 2007 R2 online server and client documentation see the Office Communications Server TechNet Library at http technet microsoft com en us library dd250572 28office 13 29 aspx Setting Up the User s System Set up the following for your users have the users set it up themselves Computer The computer must meet the requirements for and have installed either operating system Windows Vista Service Pack 1 or
8. ected as the default device for Microsoft Office Communicator 2007 R2 or until the other device selected is disconnected To change the device selected for Microsoft Office Communicator 2007 R2 go to Tools by clicking ZM in the upper left corner of the window in Microsoft Office Communicator 2007 R2 select Set Up Audio and Video and select the Polycom CX300 phone from the applicable drop down menu The phone s USB plug was disconnected and then reconnected too quickly to the computer Disconnect the phone s USB plug from the USB port wait 10 seconds and then reconnect it Draft 1 7 Deployment Guide for the Polycom CX300 Desktop Phone e The user is accessing Microsoft Office Communicator 2007 R2 in a Remote Desktop session Microsoft Office Communicator 2007 R2 voice features are not supported in remote desktop scenarios Therefore the user may see a Sign in message even when signed in to Office Communicator during a Remote Desktop session e The connection to the network is lost The phone display shows Please Upgrade Office Communicator Check whether your computer is running a version of Microsoft Office Communicator that does not support the Polycom CX300 phone Uninstall the version of Microsoft Office Communicator currently on the computer Then install Microsoft Office Communicator 2007 R2 version 3 5 6907 37 or a later version The phone display shows Enter a number to dial immediately afte
9. ee cece dii 1 Deploying Polycom CX300 Phone within a Microsoft Office Communications Server 2007 R2 Environment 1 Getting Up the User S SYSTEMI tc c0t nace danas dorahinwes Goetetiaheoous 2 Sapp rted DOM Wale po cnien saadetud einde ebaene eee etek hee ee 2 POMMMISt AVE WACK srerecerpasri tenre trari acan aeaniereacaeeue se 3 2 Troubleshooting the Polycom CX300 Phone 5 Issues When Getting Started With the Phone 05 6 Understanding Display Messages 0 0 cece cece eee 6 Issues When Making Calls on the Phone 000006 8 Using the Polycom CX300 Phone as an Audio Device 11 Retrieving Voice Mail Using the Polycom CX300 Phone 12 Languages Supported by the Polycom CX300 Phone 12 How to Use the Polycom CX300 Phone When Computer is Locked 12 Changing the Display and Audio Levels 000000004 13 Deployment Guide for the Polycom CX300 Desktop Phone yi Deploying Polycom CX300 Phone within a Microsoft Office Communications Server 2007 R2 Environment The Polycom CX300 desktop phone running Microsoft Office Communicator Server 2007 R2 is an intelligent phone that is designed to get the most out of the Microsoft unified communication platform The Polycom CX300 phone combines network voice user driven design up time reliability quality audio and the improved communication and collabor
10. ne display still shows the startup screen after have connected it to the computer and waited more than a minute The phone display shows Sign in to Office Communicator even when the phone is already connected to my computer One or a combination of the following conditions might apply The phone might not be communicating with Microsoft Office Communicator 2007 R2 because the computer is in sleep mode If your computer is in sleep mode take it out of sleep mode so that it can communicate with Microsoft Office Communicator and your phone Microsoft Office Communicator 2007 R2 is not running or you have not signed in to your account If you cannot sign in to your Office Communicator account see Troubleshoot sign in in Office Communicator Help at http go microsoft com fwlink linkid 162629 and contact your system administrator The version of Microsoft Office Communicator does not support the phone or Microsoft Office Communicator is not detected on the computer Your computer must be running Microsoft Office Communicator 2007 R2 version 3 5 6907 37 or later versions for the phone to function Also confirm that all Windows service packs available for the computer s operating system were installed Another telephone device is connected to the same computer and selected as the default device for Microsoft Office Communicator 2007 R2 The Polycom CX300 phone display will continue to show the Sign in message until it is sel
11. nties are not allowed to be excluded in their entirety they will be limited to the duration of the applicable written warranty This warranty gives you specific legal rights which may vary depending on local law Copyright Notice The software contained in this product may be copyrighted by Polycom and or one or more of its licensors Copyright 2009 Microsoft Corporation All rights reserved Copyright 2009 Polycom Inc THE SOFTWARE IS PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND EXPRESS OR IMPLIED INCLUDNG BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM DAMAGES OR OTHER LIABILITY WHETHER IN AN ACTION OF CONTRACT TORT OR OTHERWISE ARISING FROM OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE 2010 Polycom Inc All rights reserved Polycom Inc 4750 Willow Road Pleasanton CA 94588 2708 USA No part of this document may be reproduced or transmitted in any form or by any means electronic or mechanical for any purpose without the express written permission of Polycom Inc Under the law reproducing includes translating into another language or format As between the parties Polycom Inc retains title to and ownership of all proprietary rights with respect to the software contained within its products The software is protected by United States
12. ode You cannot use the phone when the computer is in sleep mode Draft 1 9 Deployment Guide for the Polycom CX300 Desktop Phone Dialing rules and what can be done with Microsoft Office Communicator 2007 R2 when the computer is locked are set by the system administrator See Dialing rules at http technet microsoft com en us library dd425124 28office 13 29 aspx and How to Use the Polycom CX300 Phone When Computer is Locked on page 2 12 Problems during a call I cannot hear the party I am calling Check the following The phone s microphone of the party you are calling is set to Mute The volume level of the speaker of the phone device that you are using handset headset or speaker is set too low to be heard Increase the volume level by pressing the Playback volume button on the keypad Be aware that the volume settings of the handset headset and speaker are independent of one another Changing the volume setting of one device does not change the volume setting of the other two devices Change the device that you are using from handset to headset or speakerphone or from headset to handset or speakerphone or from speakerphone to handset or headset The audio speaker device settings in Microsoft Office Communicator or the Windows operating system might have to be adjusted If this is the case change these settings only when you are not in a call If you still cannot hear the other party refer to Using
13. on to help you solve any problems you might encounter when you use the Polycom CX300 desktop phone in a Microsoft Office Communications Server 2007 R2 environment The phone can provide feedback in the form of on screen error messages status indicators and log files for troubleshooting issues This chapter presents frequently asked questions and corrective actions for the Polycom CX300 phone Issues are grouped as follows Issues When Getting Started With the Phone Understanding Display Messages Issues When Making Calls on the Phone Using the Polycom CX300 Phone as an Audio Device Retrieving Voice Mail Using the Polycom CX300 Phone Languages Supported by the Polycom CX300 Phone How to Use the Polycom CX300 Phone When Computer is Locked Changing the Display and Audio Levels For more troubleshooting information refer to the User Guide for the Polycom CX300 Phone which is available at http www polycom com support voice cx communicator_cx700 html Review the latest Getting Started for Microsoft Office Communications Server 2007 R2 which is available at http technet microsoft com en us library dd441174 280ffice 13 29 aspx Draft 1 5 Deployment Guide for the Polycom CX300 Desktop Phone Issues When Getting Started With the Phone The phone is not recognized by the computer Check the following The computer displays the message USB Hub Power Exceeded when the phone is plugged in Connect the phone to a diffe
14. peaker Place the handset on the cradle and press the Speaker button Press the Playback volume until you can hear the dial tone When you lift the handset Make sure that the handset cord is attached correctly to the handset jack not the headset jack at the back of the phone Also make sure that the handset is connected correctly to the handset cord A click sound indicates that the cord is connected correctly Check that the handset volume level is high enough to be heard While holding the handset to your ear press the Playback volume until you can hear the dial tone When you press the headset button Check that the headset is compatible with the phone For more information about headsets refer to http www polycom com global documents support others produc ts voice CX300_HeadsetList_3810 48750 001_RevA pdf Make sure that the headset cord is attached correctly to the headset jack not the handset jack at the back of the phone and any other connections needed by the headset are in place A click sound indicates that the cord is connected correctly If you still cannot hear a dial tone refer to Using the Polycom CX300 Phone as an Audio Device on page 2 11 The call does not connect Dialing rules Make sure that the phone number dialed complies with the dialing rules established for the organization Locked computer Check that the computer that the phone is connected to is not locked Sleep m
15. r the startup screen Check that the handset is resting on the hookswitch The phone display shows audio graphics This is typical behavior when a program other than Microsoft Office Communicator 2007 R2 is streaming audio through the phone In computers that are running Windows Vista operating systems the Polycom CX300 phone display will show audio graphics even if audio has stopped streaming as long as the audio application is still running Issues When Making Calls on the Phone No dial tone First follow these steps e Confirm that the computer is running a version of Microsoft Office Communicator that supports the phone The user must be signed in to Microsoft Office Communicator e Ifthe user has just changed the default audio device setting of their computer in Control Panel you must perform one of these steps Exit and then restart Microsoft Office Communicator Disconnect the phone from the computer wait 10 seconds and then reconnect 8 Draft 1 Troubleshooting the Polycom CX300 Phone Check settings in the Sounds application of Control Panel in the Windows operating system If the Sound is set to No Sounds the phone will not give you a dial tone even if the speakerphone is turned ON Change the sound setting to Windows Default The same applies when the Windows computer speaker is set to zero or mute Increase the speaker volume setting on the computer Test that you can hear a dial tone from the s
16. rent USB port on the computer Or connect the phone to a USB hub that is connected to the computer and powered by an external power supply USB hubs without external power supplies are not supported by this phone The phone display is blank The phone might not be receiving power Verify that the USB hub that the phone is connected to is receiving power from an external power supply The USB hub must be turned ON and connected to the computer that is running Microsoft Office Communicator 2007 R2 Also check that the other devices connected to the USB hub are working The phone might have been disconnected and then reconnected too quickly Disconnect the phone s USB plug from the USB port wait 10 seconds and then reconnect it The computer to which the phone is connected might have high CPU utilization which could slow down the communication with the phone Exit any open resource intensive programs that are currently not required The computer is in sleep mode You cannot use the phone when the computer is in sleep mode If the phone still does not recognize the computer it is connected to after you complete the preceding checklist try to connect the phone to other USB ports on the computer or the USB hubs Also try to connect the phone to another computer that you know is working correctly with Microsoft Office Communicator 2007 R2 Draft 1 Troubleshooting the Polycom CX300 Phone Understanding Display Messages The pho
17. rned too low or to No Sound To check locate the appropriate Sounds application in the Windows Control Panel Remember that any changes in sound levels that you make in your operating system will be reflected in all the phone s audio devices Also although you can change volume playback and recording levels of your phone by using the Sound application in Control Panel it is not recommended The party I am calling can hear noise Check the following Your phone is pointed toward you and is not blocked by other objects Make sure that the microphone is pointed toward you and turned away from the source of the sound Using the Polycom CX300 Phone as an Audio Device cannot hear sound from my phone Check the following The volume level of the speaker of the phone device that you are using handset headset or speaker may be set too low Raise the volume level by pressing the Playback volume button on the keypad Be aware that the volume settings of the handset headset and speaker are independent of one another Changing the volume setting of one device does not change the volume setting of the other two devices Draft 1 11 Deployment Guide for the Polycom CX300 Desktop Phone e Another telephone device is connected to the same computer and selected as the default device for Microsoft Office Communicator To change the device selected for Microsoft Office Communicator go to Tools in Office Communicator select Set
18. s is not displayed on the splash screen However you can still access Device Settings when you press the 5 button during the first 10 seconds on the splash screen Draft 1 13 Deployment Guide for the Polycom CX300 Desktop Phone 14 Draft 1
19. soft Office Communicator 2007 R2 12 Draft 1 Troubleshooting the Polycom CX300 Phone How to Use the Polycom CX300 Phone When Computer is Locked When the Polycom CX300 phone is not connected to Microsoft Office Communicator 2007 R2 that is the user are logged off you can use the phone as an audio device only When the phone is connected to a computer that is locked The phone can be set up so that users in the organization can make outgoing calls e Redial and access to voice mail through the phone depends on how the rules for incoming and outgoing calls when the computer is locked e If you are part of Exchange Unified Messaging and the Voicemail button backlight is illuminated which means that there is a new message in the voice mailbox the user will have access to voice mail after they enter their PIN However the user might be unable to configure or change their PIN while the computer is locked e The user can see the incoming caller name on the display Changing the Display and Audio Levels You can modify the volume and text display settings of the Polycom CX300 phone through Device Settings Device Settings can be accessed during the first 10 seconds of the splash screen of the phone display at startup The S settings are displayed for 10 seconds The display information for the Device Settings is in English only If the language setting of Microsoft Office Communicator is not English the text S setting
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