Monitoring an virtual extension on multiple phones

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I'm looking to add a virtual extension to multiple assigned Polycom phones that would be able to be monitored/picked up by any of the phones. Use case is a shared extension that can target a group of users, but the user want to be able to answer calls on the virtual extension, and have other teammates pick up the call.

Shared Lines doesn't appear to be what I'm looking for since I want each phone assigned to a particular user, with just a single virtual extension shared.

I tried setting up a virtual extension, then giving the group members permissions to that extension for monitoring purposes, but it doesn't quite work as expected. One issue is that if I answer a call to that virtual extension and put it on hold and have a teammate pick it up, it looks like a call is holding on my personal line.

Thanks in advance forum!
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EPalombizio

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Posted 1 year ago

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Cecile Glassy

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You could try this: Create the virtual extension and then choose in the Call Handling section of the Web Portal to Forward to each of the other members who should be able to answer the line.    We have done this on Polycom VVX500's successfully.  Note the Virtual extension does not appear as a static button onscreen on the Polycoms,  it only appears on the users when it is on a live call - ringing.  I am not sure about how the "HOLD" behavior works in this scenario, usually in our case it is a live call taken by the member who answered it -  not then transferred to some other team member.
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EPalombizio

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Thanks for the reply Cecile. The hold situation is the killer, as the rest of the process seems to work ok.. Hopefully this will change in the future!