Applies to: Poly Edge E220 | Poly Edge E350 | Hosted PBX 

Overview

When a call is active on the Poly Edge E220 or E350, the phone displays a caller information overlay. This is the default behaviour built into the Poly Voice Software (PVOS) firmware and cannot currently be disabled through the phone's web 

or local settings menu.

While the overlay is useful for displaying caller information, it can interfere with navigation, particularly when a user needs to access the Lines menu to transfer a call to a Call Park slot.

Why It Causes Problems with Call Park

To transfer a call to a Call Park slot, users typically follow this path:

More > Lines > [Call Park Slot]

The caller display overlay can obscure the screen during this process, making the workflow cumbersome, particularly in reception-heavy environments where call parking is used frequently.

What We Know

Our technical team has investigated this behaviour and can confirm the following:

• There is no setting in the phone's web interface to disable the overlay
• The Preferences, Settings, and Soft Key Configuration menus do not expose a control for this behaviour
• A provisioning parameter to suppress the overlay has not been identified at this time for PVOS firmware

Recommended Solution - Map Call Park to a Line Key

The most effective way to deal with this issue is to map a call park to a line key.

To set this up, navigate to the Hosted PBX portal and configure a line key on the device with the appropriate Call Park slot. Users can then park a call with a single keypress without navigating any menus.

For instructions on configuring line keys via the Hosted PBX portal, see: 

Working with Inventory: This article provides general information on working with phones.

Button Builder: This article will help you use the button builder to map a Call Park to a line Key. 

Ringback from Call Park- Distinct Ringback: Additional Call Park configuration details.

Workaround - Manual Navigation

If a line key cannot be configured immediately, users can still access Call Park using the following steps:

1. While on an active call, press the More soft key.
2. Select Lines from the menu.
3. Navigate to the desired Call Park slot and press to transfer.

This requires a few extra steps but remains functional despite the overlay.

Still Need Help?

The only remaining option would be to contact Cisco directly to request a near-term feature to add the functionality to disable the pop-up display. 

If you have identified a provisioning parameter or firmware setting that addresses this behaviour, please contact support so we can verify and update this article.