Business Support: VoIP


Managing shared call appearances (VVX 300/400 series)

Do you need to see when someone else is on their phone? Do you need to provide call coverage and answer another person's line? Your phone supports a feature referred to as shared call appearances. This feature may be more commonly called a line appearance or shared line. If you draw dial tone from a shared call appearance and make a call, the party at the far end will see the caller ID of that line, not your caller ID.

What does a shared call appearance look like?

A standard or typical phone design would provide you with one or two incoming line keys. Those keys are identified by your extension. Any shared call appearances you have will generally follow below your personal extensions, and will overflow to the keys on the right side of your display. Shared call appearances are identified by a phone (or shadowed phone) icon.

Answering shared call appearances

Shared call appearances can audibly ring on your phone or you can set their ring type to silent. These settings can be changed directly from your phone. For example, if you provide call coverage for multiple people within your organization, each line can have its a unique ring type to help you distinguish incoming calls.

  1. To answer an incoming call for a shared call appearance, press the Answer soft key or press the button next to the ringing line key.

  2. To answer an incoming call while on an active call, press the ringing line key or the Answer soft key.

    This automatically places your existing call on hold.

Managing multiple calls

There are two ways to manage active and held calls. Let's start with the easiest way:

  1. The line key that is held, will blink red, the active call will be solid green.

  2. To toggle between calls, press the red blinking line key.

    This automatically brings you to the held call and places your existing call on hold.

  3. Toggle between calls, automatically placing the active call on hold, by pressing the blinking red line key.

  4. With a call on hold, the owner of that line can also resume the call on their phone.

Here's another way to manage multiple calls:

  1. Use your down navigation key to highlight the held call; the active call will also be the call record at the top of your screen.

  2. Press the Resume soft key.

    This places your existing call on hold, and will reorder the call records on your screen, again placing the active call at the top of the screen.

  3. The owner of the shared line, in the example below, can also resume the call from their device.

Did you know? Remember, these devices do not have touch screens. To use the soft keys, press the physical button below the soft key at the bottom of the screen.

Review additional information on how to navigate your phone.

Review quick reference guides specific to your VVX 300 series or VVX 400 series phone. Learn how additional features work by viewing our training videos.