Set up Voice desk phones for your organization

This feature is available with the Voice Standard and Premier subscriptions. Learn more

Set up desk phones to use with Google Voice in your organization. That way, your users can make and receive calls over the internet, instead of over dedicated telephone lines.

Before you begin

  • Provide power to the phone through a separate power adapter or a Power over Ethernet (PoE) cable.
  • Connect the phone to the internet through a wired connection or Wi-Fi.
  • Each user that you want to assign a phone to must have a Voice license and number.
  • Find the Media Access Control (MAC) address of the phone. It's printed on the back of the phone or shown in the settings panel on the phone.

What is a MAC address?

The MAC address uniquely identifies every networked device, such as a desk phone. The MAC address is globally unique, unlike a serial number assigned by the manufacturer.

Note: For Polycom VVX OBi Edition phones, Google Voice supports using the serial number as the MAC address. The only number on the back of a VVX phone is the serial number.

Add desk phones for Voice

Add phones individually

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Appsand thenGoogle Workspaceand thenGoogle Voiceand thenService management.
  3. On the left, click Desk phones to see a list of the desk phones in your organization.
  4. At the top, click Add a desk phone.
  5. At MAC address, enter the MAC address of the phone.
  6. (Optional) To assign a user to the phone, at User's email address, enter the email address for the user that you want to assign the phone to. You can wait and assign a user later.
  7. Click Save.
  8. In the confirmation window, click Close.

Add multiple phones at once

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Appsand thenGoogle Workspaceand thenGoogle Voiceand thenService management.
  3. On the left, click Desk phones to see a list of the desk phones in your organization.
  4. At the top, click Batch add desk phones.
  5. Choose an option:
    • Start New List—Voice creates a spreadsheet named "New user desk phones on date."
    • Use Existing—A window opens showing your existing spreadsheets.
      1. Click the name of the spreadsheet that you want to use. To use a spreadsheet that isn't listed, at the top, click Upload.
      2. Click Select.
  6. Click the name of the spreadsheet.
    The file opens in Google Sheets in a new tab of your browser.
  7. In the spreadsheet, fill in the 4 columns with each phone's information for each phone that you want to add.
  8. After you complete the spreadsheet, return to the Admin console and click Continue.
    Voice verifies each MAC address and email address.
  9. (Optional) Fix any errors in the spreadsheet and click Resubmit. For details about errors and solutions, go to troubleshoot spreadsheet errors.
  10. Review the information for each user and click Add Phones.

After you add the phones

  • To view the status, at the top, click Tasks "".
  • When Voice finishes adding the phones, you get an email notification.
  • Depending on the number of phones you add, it can take up to 24 hours to add all phones.

Guidelines for entering information

  • You can enter information only in the columns available in the downloaded file. You can't add new columns.
  • When you enter email addresses, use the format username@example.com.
  • When you enter MAC addresses, use the 12-hex digits format.

    For example, ABCD-1234-5678

Troubleshoot spreadsheet errors

  1. Find the error message and apply the solution.
  2. Click Resubmit to submit the list again.
Error Solution
Device has already been assigned

Reassign the phone to the correct user. For details, go to Assign a different user to a phone.

Email doesn’t match a user Email address doesn’t belong to a user in your organization. Enter a valid email address.
Email format is incorrect Change email address to the correct format: username@example.com.
MAC address must be 12 hex digits Make sure the MAC address is in the 12-hex digits format.
The phone model is required Add the phone model to the affected row.

After you add a phone, it might restart several times and take a while before it's ready. When the phone is ready, the background screen image changes to show the Voice logo. In the Admin console, you’ll see the phone and the Voice number of the assigned user.

Troubleshoot claim errors

You might get a claim error after verifying your phone. Claim errors occur when a Polycom phone is unable to be claimed from the manufacturer.

  1. Find the error message and apply the solution.
  2. Click Resubmit to add the phone. 
Error Solution
Desk phone is already claimed by another service provider and cannot be claimed by Google on your behalf A phone can only be managed by one service provider at a time. Contact the service provider that manages the phone and ask them to release the claim on the phone.
Desk phone is a model that cannot be claimed for remote management Replace the device with a Polycom phone that can be managed remotely.
Desk phone has an invalid or unknown device identifier and cannot be claimed for remote management Contact Polycom to troubleshoot.
Desk phone cannot be claimed at this time because the provisioning system is temporarily down for maintenance, please try again later The Polycom server is down for maintenance so phones can’t be claimed. Wait one hour and check your claim again.

 

Video: Add a desk phone

Get started: Google Voice desk phones

Assign a different user to a phone

You can change the Voice number assigned to a phone. If the phone already has an assigned number, you first need to unassign it.

  1. Sign in to your Google Admin console.

    Sign in using your administrator account (does not end in @gmail.com).

  2. From the Admin console Home page, go to Appsand thenGoogle Workspaceand thenGoogle Voiceand thenService management.
  3. On the left, click Desk phones to see a list of the desk phones in your organization.
  4. Click the desk phone that you want to reassign, and then click Unassign.
  5. At the prompt, click Unassign.
    Voice removes the previous user from the phone, including their contacts, saved voice messages, settings, and other data. Please note, that the new user's data will not automatically be transferred to the phone. Contacts and other settings will need to be added by the new user after they have been assigned the phone.
  6. From the desk phone homepage, point to the desk phone that you want to update and click Edit "".
  7. At Desk phone name, enter a name for the desk phone.
  8. At User's email address, enter the email address for the user that you want to assign the phone to.
  9. Click Next.

Supported desk phone models

You can use these models of desk phones with Google Voice:

  • Polycom VVX 150 OBi Edition
  • Polycom VVX 250 OBi Edition
  • Polycom VVX 350 OBi Edition
  • Polycom VVX 450 OBi Edition

If you don't have one of these models, or aren't sure, learn how to identify your model and convert to the OBi Edition Software at Polycom support.

Device and service restrictions

  • Voicemail and contact directory are not supported on PolycomVVX OBi Edition phones.
  • ObiTalk devices only work with the consumer version of Voice. If you’re not sure what kind of account you’re using Voice with, go to About Google Voice account types
  • Google Voice for Google Workspace does not support Obihai phones used with the unmanaged version of Google Voice. You can't connect those phones to your work or school account.
  • When you set up a phone to use Google Voice, it can't use any other service provider. Any existing lines and numbers on the device are removed.

Desk phone status

The desk phone homepage shows the status of each phone.

Indicator Status Description
Online Online Phone can make and receive calls (if it has an assigned phone number). It can also get configuration updates.
Limited Service Limited Service Phone can make and receive calls, but can't get configuration updates because it can't connect to the provisioning service.
Out of Service Not in Service Phone can't make or receive calls because it can't connect to Google Voice.
Offline Offline Phone can't make or receive calls because it can't connect to Google Voice and can't get configuration updates.

Offline devices might have lost power or network connectivity. Devices without full service might be unable to connect to required services. For details, see Polycom requirements.


Google, Google Workspace, and related marks and logos are trademarks of Google LLC. All other company and product names are trademarks of the companies with which they are associated.

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