Never change the 1st line option. 

Line appearance should ALWAYS be number 1 in the builder. Do not touch this as it can disrupt the configuration of your phone. 

Want to use Line Appearance? Call Support.  

To correctly set up this feature, you must contact our Technical Support Team by dialing 611 from your net2phone Canada device or by calling 1-877-498-3772 and choosing option #3. Emails will be responded to within 1 business day and can be sent to   

Is the Hotkey Builder already enabled for my account?

Yes. However, we absolutely recommend contacting our Support Team the first time you plan to use this feature: as it is dependent on the latest Polycom firmware being installed on your phones. 

If your phones are configured with a previous firmware version, our technicians can update the firmware remotely for you. Once the phone reboots, it will install the current firmware version, and you will be ready to use the Hotkey Builder. 

If you would like to upgrade many phones at once, please contact our Customer Success Team at to schedule this during off-peak hours. 

How do I know if I need to update the firmware?

To view your phone's firmware:

  1. In Sonar, click the Phones tab. 
  2. Under Device Type, you will see a string of text. The firmware version is included in this section formatted as X.X.X.XXXX (e.g.:

What does this number mean?

Look at the first two digits: anything 5.8 or lower will need to be updated.

To view another user's phone's firmware: 

  1. In Sonar, click the Users tab.
  2. Click the name of the user you want to view. 
  3. Click the Phones subtab. 

I don't see Hotkey Builder, what do I do?

Your device model may need to be updated. To do this, you must call our Technical Support Team at 611 from any net2phone Canada device or call 1-877-498-3772 (option #3.)

Which users have access to the Hotkey Builder?

Currently, only Office Managers, however, an Office Manager can configure phones for Basic Users. We recommend using the Favourites feature under the Contacts tab (starring contacts), which will pull the Favourites list that a Basic User sets. 

Can I use the Line Appearance Feature?

Line appearance is tricky. The way it works is it allows you to add another extension to your phone, enabling you to make outbound calls and receive inbound calls. Here's why it isn't recommended at the moment: your phone will only receive calls to an extension if your phone was the last device to register. Since devices are constantly registering, it's likely that not all calls will be sent to the same device. 

Calls cannot ring two devices simultaneously through the Line Appearance feature, so it is not recommended to use this feature. We recommend setting up a call queue, which has much more functionality. Our Support Team can help you. 

What should I use for speed dial? How can I see if my colleagues are on the phone?

The Busy-Lamp Field (BLF), is the feature to use. BFL will display when other extensions are receiving calls (flashing green), on a call (solid red), and available for a call (light is off). 

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