Desktop App: Presence Status Redundancy

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I was hoping the latest update (8.3.4) would fix some of the issues/redundancies with the Presence settings, but it seems that unfortunately isn't the case.  I know I've mentioned this in some support tickets & surveys, but I guess I should mention everything here too.

1. Available, Busy & Invisible are all essentially the same.  They do not block internal/direct calls, but you can turn off Call Queue calls.  Thus, you could have somebody showing Available who's not answer CQ calls, and another user set to Busy/Invisible but accepting all calls.

2.  Do Not Disturb is the only option which prevents all calls to your extension.  However, a user set on DND is displayed as "Busy" (including the solid red dot, no white bar) on everybody else's HUD.  Thus, you could have one user set to Busy (no CQ calls), and another set to DND, but there's no way to tell the difference.

In my opinion, get rid of the Invisible status option, as well as the Call Queue switch.  That leaves three status options: 
  • Available >> Accepts all calls
  • Busy >> Internal/Direct calls only
  • Do Not Disturb >> Does not accept any calls
Perhaps also make it a little more noticeable for yourself that you're on DND, like changing the color of the Blue bar at the top.
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Eric L

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Posted 3 years ago

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3 years ago
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Eric L

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I'd like to bump this post since I have yet to hear any update about resolving these redundancies.  Furthermore, when the service issue occurred last Friday, I had to help a coworker change her Presence status by logging into the online portal.  We don't often use that portal except to change a few settings like call handling when needed, so this was the first time that I noticed the Presence options online.

Coincidentally, the online portal has 3 different status options:
  • Green - Take all calls
  • Yellow - Do not accept call queue calls
  • Red - Do not accept any calls
This is exactly what I'm requesting the Desktop App have so that eliminates any confusion.  As it is now, anybody could be on Available, Busy or Invisible, and the rest of us would have no idea whether they are accepting call queue calls.  And on top of that, both Busy & Do Not Disturb appear as Busy on everybody else's HUD, so we have no idea whether they're accepting internal calls or not.

Please change the Desktop App to match the Presence status options on the online portal, and get rid of the Accept Call Queue Calls on/off switch.  Again, added bonus would be if you could make the blue bar at the top change colors based on your Presence so that there is a more visible reminder that you're on DND.

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