Set up Voice desk phones for your organization

Supported subscriptions for this feature: Voice Standard and Voice Premier. Compare your subscription

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.

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Before you begin

  • When you set up a phone to use Google Voice, it can't use any other service provider. Also, any existing lines and numbers on the device are removed.
  • Provide power to the phone through a separate power adapter or a Power over Ethernet (PoE) cable.
  • Connect the phone to the internet.
  • Assign a Voice license and number for each user that you want to assign a phone to. For details, go to Assign Voice licenses to users.
  • 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 and you’ll need it for setup. For Poly VVX OBi Edition phones, you can use the serial number as the MAC address. The only number on the back of a VVX phone is the serial number. 
  • Make sure Poly's trusted IP addresses are allowed. If not, you need to add them to your allowlist. For a list of the trusted IP addresses, see Required Ports and Trusted IP Addresses and Hosts.

About supported devices and restrictions

Supported desk phone models and restrictions
You can use these desk phones and devices with Google Voice:
  • Poly EDGE B10, B20, and B30
  • Poly OBi 300 and 302
  • Poly VVX 150, 250, 350, and 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 by contacting Poly support.

Device restrictions
  • Voicemail and contact directory are not supported on Poly VVX 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.

Video: Add a desk phone

Get started: Google Voice desk phones

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 Voice.
  3. Click Desk phones to see a list of the desk phones in your organization.
  4. At the top, click Add a desk phone.
  5. For Model, choose the phone or device model.
  6. For MAC address, enter the MAC address of the phone.
  7. (Optional) To assign a user to the phone, for User's email address, enter their email address. You can also assign a user later.
  8. Click Saveand thenClose.
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 Voice.
  3. 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:
    • To create a new spreadsheet, click Start New List.
    • To use an existing spreadsheet, click Use Existing and then the spreadsheet or Upload.
  6. Click the name of the spreadsheet to open it in in Google Sheets.
  7. In the spreadsheet, enter information only in the columns available. Don’t add new columns. For email addresses, use the format username@example.com. For MAC addresses, use the 12-hex digits format ABCD-1234-5678. 
  8. After you complete the spreadsheet, return to the Admin console and click Continue.
    Voice verifies each MAC address and email address.
  9. If needed, fix any errors in the spreadsheet and click Resubmit.
    For details about errors and solutions, go to troubleshoot spreadsheet errors (below on this page).
  10. Review the information for each user and click Add Phones.

After you add the phones

  • To view the status of your addition, 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.
  • A phone 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.

Verify desk phone status

In the Admin console, you can review the status of each phone.

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

Devices without full service might be unable to connect to required services.
For example, a phone can make and receive calls, but can't get configuration updates because it can't connect to the provisioning service. 

Not in Service

Limited 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. 
For example, the device might not have power or network connectivity.

Troubleshoot errors

Troubleshoot spreadsheet errors
  1. In the table, 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 Reassign a phone to another user. (below on this page).

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, for example, ABCD-1234-5678.
The phone model is required Add the phone model to the affected row.
Troubleshoot claim errors

You might get a claim error when a Poly phone can't be claimed from the manufacturer.

  1. In the table, find the error message and apply the solution.
  2. Click Resubmit to submit the list again.
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 Poly phone that can be managed remotely.
Desk phone has an invalid or unknown device identifier and cannot be claimed for remote management Contact Poly to troubleshoot.
Desk phone cannot be claimed at this time because the provisioning system is temporarily down for maintenance, please try again later The Poly server is down for maintenance so phones can’t be claimed. Wait one hour and check your claim again.

Reassign a phone to another user

Before you begin: When you reassign a phone, you have to unassign it from the current user. When you unassign the phone, Voice removes the previous user’s contacts, saved voice messages, settings, and other data. Make sure the user doesn’t need this information before you unassign the phone.

  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 Voice.
  3. Click Desk phones to see a list of the desk phones in your organization.
  4. Click the desk phoneand thenUnassign.
  5. Click Unassign to confirm.
  6. Point to the desk phone that you want to reassign and click Edit "".
  7. For Desk phone name, enter a name for the desk phone.
  8. For User's email address, enter the email address for the new user.
  9. Click Next.

The new user needs to add any contacts and other settings.


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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