This is the 4th article in the Creation Onboarding Series. Learn how to customize line key options in the Client Portal. Check out the Hotkey Builder section for shorter instructional articles. 

Device Model

Any Polycommodel that ends in 'x' or 'o' will not have access to Hotkey Builder and will need to contact Support. Once the device model has been updated, check the firmware.

VVX models are the only supported devices. Older Polycom models will need to be replaced in order to use Hotkey Builder.

Firmware

Devices must be on the latest Polycom firmware for Hotkey to work properly.

It'srecommended that the first time a customer uses Hotkey, they call Support to confirm/update their firmware. This will require a reboot of the phone and could take 10-15 minutes. This will need to be done for all devices that want to take advantage of Hotkey.

 If a customer wants to bulk update firmware for a number of devices, we will have to schedule with the NOC team during off-peak hours. Please send those requests to customer success.

Access

Office Managers are the only users that have access at the moment. They can edit the keys for any user.

To give Basic Users some control, the Office Manager can enable Favourites and when the BasicUser edits their personal Favourites list, the phone will update after reboot.

Hotkey Builder Guide 

Let's now go into more detail about using the Hotkey Builder.

Accessing Hotkey Builder

1. Navigate to the Phones tab of your Domain.
2. Click on the Hotkey Builder icon for the phone you want to use it on.
   
    

Hotkey Builder Layout

• You have the phone's MAC address, the phone's model, the domain, and the currently selected directory on the top left corner.
• The image on the left is an exact representation of that specific model. It will change when you are looking at a different model.
• You have a button to access the templates and choose a directory in the top right corner.
• Below that, you have two tabs to assign keys on the phone and the optional sidecar.
• Each Line has a tag icon that allows you to put a custom label on the phone and a lock icon to ensure a specific key cannot be modified.
• The 3-dots icon beside each line allows you to assign or clear multiple keys at the same time. 

Line Key Function Options

• Line Appearance - allows you to add a functioning extension to your device. It enables you to use multiple extensions for incoming and outgoing calls. Line appearance should ALWAYS be number 1 in the builder. Please do not touch this as it can disrupt the configuration of your phone.
• User Busy Lamp Field (BLF) - used as a speed dial for internal contacts. If a contact is on a call, the line-key button will indicate they are busy with a solid red light.
• Call park - direct a call to a call park. A pre-existing call park must exist to access this feature.
• Speed dial - add an external speed dial number.
• Queue toggle - login/logout of all queues attached to your extension number, which works the same as *51/* 52-star codes.
• Time frame toggle -switch between a created time frame with pre-existing hours specified and your organization's default time frame.

Assigning Keys

To assign a function to a key, you need to:

1. Press the box area for the key in question.
2. Select an option from the dropdown.
3. Enter a value in the box below.
4. Repeat those steps for each key that you want to assign a function
5. Click Save at the bottom of the screen.

The image above also illustrates what each option looks like.

Clearing Keys

To clear a key or multiple ones, click the 3-dot button beside the key you want to delete and choose Clear Button to only clear that one, or CascadeButton Clear to clear the current one and all others below. 

Directories

To put a directory on the phone, you need to:

1. Click on the Directory button.
   
2. Select a subset of contacts on the left.
   Choose and order between Last Name, First Name, and Extension and click on the visibility icons for any contact you wish to exclude. All users on the account, all shared contacts, and all personal contacts of the user will be available. It is just a matter of filtering and hiding anything that shouldn't be on the phone.
3. Click Done when you are happy with the selection.
4. Click on the 3-dot button and choose CascadeDirectory (dynamic) if you want your directory to be applied to the phone and update automatically if there are any changes or Cascade Directory (static) if you prefer your directory to be applied and not change in the future.
   
5. Click Save and make sure to reboot the phones for the changes to take effect. 

Sidecars

If the phone you are working with has a sidecar, there are only a few clicks to add it:

1. Click on Add Sidecar.
   
2. Select the appropriate model from the dropdown and click Add Sidecar.
   
   

Your screen should now look like this: 

You now have 3 pages of 28 keys each that you have access to for larger directories. All functionality remains the same, and as such, you can follow any steps from the sections above to add more functions or directories on the sidecar. 

Templates

Templates are useful if you will need to apply the same layout to multiple phones. The main thing to remember is that you will need a unique template for each model of the phone. In most cases, the majority of your users will have the same model.

Here are the steps to create a template:

1. Click on Templates.
   
2. Click on Add or edit configuration templates.
   
3.  Enter a Template Name, Description, and Model.
4. Click Add.
   
5. Assign functions to the desired keys.
   
6. Before clicking on Save, please make sure that Line Key 1 is set to Line Appearance. Remember, this is so that the phone keeps it's assigned extension.  

Now let's look at the steps required to assign this template to a phone:

1. Click on Templates.
   
2. Choose your template in the Select Template dropdown.
   
3. Click on Apply Template.
4. Make sure everything looks accurate and click Save.