This article describes how to set up a Polycom phone to work with the Hosted PBX service.

Note: To purchase phones for use with the Intermedia Hosted PBX service, contact Support at 1-800-379-7729, then choose option 3. Read the Knowledge Base article on Supported IP Phones for more information about the types of phones that are supported.

To setup a Polycom phone follow the steps below:

Get configuration information

  1. Log in to HostPilotĀ® Control Panel and navigate to Services > Hosted PBX > Manage Users > click on the Display Name of a user > click the Hosted PBX tab.
  2. On the current page you will see PBX Server Name. Click on the Phone Device to see Phone ID and phone Password.
    Read the Knowledge Base article on How do I configure an IP phone? for more information.

Important note: Each device has to be registered with the PBX using a unique Device ID. If a user would like to use multiple devices (e.g. multiple phones, softphone clients, etc.), the administrator will need to generate additional device IDs in the HostPilot. The administartor can add another Device ID in HostPilot > Services > Hosted PBX > Manage Users > click on the Display Name of the user > Phone Devices > Add another phone device.

Configure Phone

  1. Plug in the phone power cord and network cable. While the phone is initializing, it automatically finds the local DHCP server and gets its IP address.
  2. Obtain the IP address of your phone:
    • Press the Menu button on the phone.
      If you are asked to enter a password, the default password is 456.
    • Navigate to Status > Network > TCP/IP Parameters to view the IP address of the phone.
  3. On your computer, open a web browser and type the phone's IP address in the browser's address bar. In the login box, enter the admin credentials for the phone (select Login As: Polycom and enter password 456). You will see the web interface for configuring the phone.
  4. Navigate to Settings > Lines on the menu and enter the following settings for Line 1 or the line you would like to configure:
    • Under Identification, in the Display Name, Address and Authentication User ID boxes, type the Device ID (as shown for this phone device in the user settings in HostPilot or My Services).
    • In the Authentication Password box, type the phone Password (as shown for this phone device in the device settings in HostPilot or My Services).
    • In the Label box, type the name you want to see on the phone for this line (for example, the extension number or some other label).
    • Under Server 1, in the Address box, type the PBX Server Name (as shown in the user settings in HostPilot or My Services).
    • In the Port box, type 0 (number 0).
    • In the Transport box, set DNSnaptr.
    • Make sure that Register is set to Yes.
    • Click Submit. The phone may reboot (required in older firmware versions, though unnecessary it the 4+ version).
  5. Navigate to Settings > Network > RTP in the menu and make the following settings:

    • Under RTP Port Settings, set Filter By Port to Enabled. Your phone will reboot again.
    • Navigate to Settings > Network > NAT  and set Keep Alive Interval to 50. Your phone will reboot again.

  6. After the phone restarts, you should see a configured line on the phone display.

If you see an "x" on the phone icon for the line on the phone display, it means the phone is not set up correctly or not connected to the server. Check that you have completed all the steps correctly, and if you are not able to resolve the issue, contact Support.