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Polycom VVX Series Phone Setup

Updated: 3/26/2025 5:20 AM

Polycom VVX Series IP phones purchased from Vonage Business are delivered to you ready for use. A Factory Reset is required if the phone was used with a prior service provider.

This information applies to Vonage Preferred Phones.

Add a Device/Phone to Your Account

Before you set up your phone, it must be added to your account if purchased through a third party.

 
Add Device/Phone to AccountDevices purchased from Vonage are already added to the account, but not set up or assigned to any specific extension. See the next section, Assign Extension to Device/Phone, to complete the setup.  Devices added to the account can either be:
  • Left unassigned for future use or as a shared device dedicated to hoteling/used by multiple users at separate times
  • Assigned to a specific user’s extension to make or receive calls.
Add Devices to Account that Were Purchased from a Third Party
  1. Sign in to the Admin Portal.
  2. Go to Phone System, then Devices.
  3. Click the Add Device button and complete the fields:
    1. Enter the Device Name. 
    2. Select the Location of the new device (if you have multiple locations).
    3. Select the Emergency Services Location. (Specify the physical address of the device to ensure emergency personnel are dispatched to the correct location.)
    4. Select the Make of the new device.    
      Select the Model of the new device (optional). 
    5. Enter the MAC Address (should be 12 hexadecimal digits (0-9,A-F)).
  4. Click the Save button in the upper right corner of the screen.
Now the device is ready for hoteling/hot-desking use or for assignment to a specific Extension. 

NOTE: After saving the new device, it appears in the table on the Devices tab.  The Assignment is listed as Unassigned until an extension is set to the device.
Assign Extension to Device/Phone
  1. Sign in to the Admin Portal.
  2. Go to Phone System, then Devices.
  3. Click on the device you want to configure; the Edit Device page opens.
  4. Go to the Primary Extension dropdown and select an extension in the list.
  5. Review and confirm that the device name, location, and emergency services location are all correct.
  6. Scroll down to the Phone Configuration section and click the Refresh button to reset the device profile URL time.
  7. Click the Save button in the upper right corner of the screen.
Factory Reset the Phone
  1. Press the Home Button (top right) and use the circular key below to navigate the menu.
  2. Select Settings and then Advanced.
  3. Enter your Password:
     
    Password456 or <Vonage Business account number> or vonage

    NOTE:  Phones not purchased from Vonage Business may have another password assigned. Refer to Lost or Unknown Password in Troubleshoot Issues if the default password or account number does not work.

  4. Select Admin Settings and then select Reset to Defaults.
  5. Select Reset Local Configuration and then select Yes.
  6. Select Reset Web Configuration (if available), and then select Yes.

NOTE:  Never select Format File System when performing a factory reset as this will delete the firmware from the phone.

  1. Select Reset to Factory and then select Yes.

    The phone will reboot one or several times before the factory reset is complete.

Update Time Zone

The timezone in your online account determines the time your phone displays, which an Administrator can configure in PBX Settings. To manually change the time on your phone, use the following steps:

  1. Press the Home button, go to Settings and press Select.
  2. Go to Status and press Select.
  3. Go to Network and press Select.
  4. Go to TCP/IP Parameters and press Select.
  5. Document the IP Address displayed on the phone.
  6. Open a web browser and enter the phones IP address in the address bar.
NOTE: The computer must be connected to the same network as the phone.
 
  1. Sign in with the following credentials:
     
    UsernamePolycom
    Password456 or <Vonage Business account number> or vonage
  1. Go to Preferences under Date & Time.
  2. Make your selection and click Save.
Troubleshoot Issues
Web User Interface (UI) Not Opening Properly

Clear your browser's cache if the login screen does not show the Polycom emblem in the upper left corner.

Incorrect Login Screen

polycom3

Correct Login Screen

polycom4

If you still cannot reach the correct login screen, try these steps depending on your browser:

FirefoxOpen in a private window.
Internet ExplorerUse Compatibility Mode.
ChromeOpen in an incognito window.
SafariOpen in a private window.
Lost or Unknown Password

Receiving an invalid password error after entering the default password or your Vonage Business account number indicates the password is locked by the previous owner or carrier. Use the following steps to resolve this error:

  1. Power on or restart the phone if it is already powered on.
  2. Press Cancel when Loading Application appears.
  3. Immediately hold down 1, 3, and 5 until the password prompt appears.
  4. Enter the phone's MAC address when prompted for a password, using only numbers and lowercase letters.

    NOTE:  Do not use uppercase characters as they will not work. Use the 1->Aa button to toggle between uppercase, lowercase, and numbers.  Press the number key the correct number of times to select the correct letter, for example, press the seven key 4 times for the letter s, press the three key twice for the letter e.

The phone will reset if the MAC address is entered correctly.  The password to access the phone will now be the default value 456 or vonage.

Phone displays URL call is disabledContact Customer Care at 1300 10 81 84 for assistance to add a Polycom phone to an extension.
One-Way or No Audio
  • Verify the phone is set up and connected to the internet.
  • Disable SPI Firewall and SIP ALG.
Phone Not Powering On
  • Verify power adapter is plugged into the base unit.
  • Use compatible components for Power over Ethernet connections.
Unable to Make Outbound Calls
  • Verify the phone is set up and connected to the internet.
  • Disable SPI Firewall and SIP ALG.
Calls Drop After a Few Seconds or Minutes
  • Verify the phone is set up and connected to the internet.
  • Disable SPI Firewall and SIP ALG.
No Dial Tone after Phone Registered
(lights green)		Place a call using the phone's speakerphone. If the call has audio on speakerphone, the handset may be plugged into the headset port or the handset may be defective.

Need the Password to Reset or Log in to Phone
  1. Press the Home key.
  2. Select Settings.
  3. Select Status.
  4. Select Lines. The password is the series of numbers which appears in the *SIP:Server-1 field.
Receiver Won't Hang Up or is Difficult to Lift
  1. Lift the receiver.
  2. Look for a plastic tab below the "hook switch".
  3. Slide the tab out and rotate it to either have a lip to catch and hold the handset or to have the lip flush.
    • The lip with a catch is better is the phone is in a vertical position. 
    • The flush lip works best if the phone is in a horizontal position.
NOTE: Adjust the phone stand on the back of the phone. Select one of the two slots the stand inserts into to adjust the angle.
Reference Guide

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