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Kyle Watson avatar image
Kyle Watson asked ·

Polycom VVX 500 - ?'s before I buy.

Call Queue Questions:

* One thing I noticed about the call queueing is that an agent doesn't know a new call is coming in. Currently, our provider has it setup that when an agent is on the phone, and a new call comes into their queue they hear a quiet beep in the background. Is there a setting that can turn that on?

* Can the guest break out of the queue by pressing a number pad button? * or pound so they can hit voice mail at the callers will?


Directory / Corporate Directory

* I've been reading that there is no way to centralize a contact directory with the vvx 500's, is this still true? Is there anyone to force use of active directory?


Call Presence

* Why is there two entries for the user name on the initial screen? Can you remove those entries? For example, on the vvx 500, a user name of "James Cameron" will show up twice - taking 2 of the 12 call presence spots for no reason.


Thanks for any feedback.



polycom vvx500
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Chuck Fuscone avatar image
Chuck Fuscone answered ·
Hi Kyle, in the Ring central implementation Call Queueing is Single threaded.  One call to any phone at one time.  If the phone is available it will deliver a call if not then it wont.  that simple.  No other noticifations are available.  It is designed that way because mose call centers only want their agents on one call at a time.  So no other notification settings at this time.

if a caller is sitting in the queue, there are options to configure that announce a message at certain intervals.  Like "your call is important to us please stand by"  That type of thing.  and if you configure the right options they could press an option to bounce to a voice mail.  

The corporate directory is not connected ro RC from the phone perspective.  The phones do support LDAP so you could set something up on the AD side to work with the phone but it will be seperated from RC.  Not sure if that works for you but it is an option.

Every provisioned phone with presence has 2 lines available by default.  this way a standard caller could be on the phone, put a call on hold and get another line to call out or recieve another call and put someone on hold to answer (Not Queue calls as they are single threaded)  but normal calls to an extension give the user the option to ignore the incomming call or answer ETC.  Most people at least have 2 lines in systems today.

So on a 12 line phone 2 are for the user and 10 could be used for presence.  Side cars on most models allow up to 64 total presence buttons.  Meets most needs.

I hope I was able to answer your questions.  If you are considering signing up give me a call.  I am a certified Redseller and could assit you all the way on implementation.

Thanks

Chuck
Certified Ring Central Installer
chuckfuscone@gmail.com
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Kyle Watson avatar image
Kyle Watson answered ·

How do you set the vvx 500 to use ldap? Can you point me to a walk through? We have an ldap server running right now that we use with jive. In their portal we just plug in the host, port, bind dn and password.

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Chuck Fuscone avatar image
Chuck Fuscone answered ·
Well, did you purchase the VVX500 phones from RC or did you get them 3rd party?

The ones from RC may be locked so that may be an issue.

I personally have not done this but LDAP is a standard so I would think instructions are on the Polycom website.

I would help if I knew how to do this.

Chuck
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Kyle Watson answered ·
if a caller is sitting in the queue, there are options to configure that announce a message at certain intervals.  Like "your call is important to us please stand by"  That type of thing.  and if you configure the right options they could press an option to bounce to a voice mail. 

Do you know how to configure a queue so that a user presses a certain button they can be forwarded to voice mail?

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