Presence: How to allow another user to pick up a line on hold.

  • 0
  • 3
  • Question
  • Updated 12 months ago
  • Answered
  • (Edited)

Executive 1 has a presence on admin assistant 1's phone. Executive 1 asks admin assistant 1 to make a call and when call is connected put it on hold and Executive 1 will pick it up. This means the admin assistant 1 needs the ability to make a call for the Executive 1 extension from her phone. Currently presence acts only like a speed dial.

In past Cisco phone system this was called a line appearance and functioned like the Executive 1's phone from the admin assistant's phone.

Photo of Floyd Baggs

Floyd Baggs

  • 10 Points

Posted 3 years ago

  • 0
  • 3
Photo of Kim

Kim, Alum

  • 43,110 Points 20k badge 2x thumb
Floyd, 

Check these two settings: 

  1. Under Appearances: Check "Enable me to pick up a monitored line on hold" - enable this on both the Executive and the Admin.
  2. Under Permissions: make sure both the Executive and the Admin are on each other's permissions. 
  3. Reboot Phones & Test. 




(Edited)
Photo of Floyd Baggs

Floyd Baggs

  • 10 Points

Thanks Kim I have these settings set like your examples, but this doesn't make any difference related to the reported needs from the user community. This allows users to see the presence of others and pickup inbound calls for them, but to make a call for another user the presence button only acts as a speed dial when the other phone is not in use.

Photo of Kim

Kim, Alum

  • 43,110 Points 20k badge 2x thumb
If Admin makes the call and places it on hold, if Executive has permission to  "pick up a monitored line on hold" then he should be able to pick up the call that the Admin made for him and placed on hold.  What type of Cisco phones is it?
(Edited)
Photo of Kim

Kim, Alum

  • 43,110 Points 20k badge 2x thumb
If this is not working on the supported device, then it's a signaling issue and you'll need to check your network configuration
Photo of Kim

Kim, Alum

  • 43,110 Points 20k badge 2x thumb
Floyd, another option to use is Call Park. 

Photo of Floyd Baggs

Floyd Baggs

  • 10 Points

Kim,

The phones are a combination of Cisco SPA545G and SPA508G. The call parking and hold and pickup a hold line on another phone does technically work, but is so cryptic as opposed to a live line appearance on the admins phone. This was a feature as far back as I can remember and the user community is complaining about this lost capabilities all over the office everyday. Its maddening Surely we can put this up for R&D and have this capability at some point.

I cant stress how easy it is to pick up your bosses line make a call for him and place the call on hold and the boss picks up the line. its 2 steps and so simple.

Photo of Kim

Kim, Alum

  • 43,110 Points 20k badge 2x thumb
Floyd - Each phone has it's own Digital Line (DL) and RingCentral does not support having 1 line on the Admin that belongs to the Executive's phone.  Since we do not support this, RingCentral does offer 3 alternatives: Presence, Call Park, and Shared lines. 
Photo of Floyd Baggs

Floyd Baggs

  • 10 Points
Thanks Kim, Just to make sure I present this issue to upper management correctly. RingCentral's position on this issue being reported office wide is that there will be no feature to address this lost functionality or it is not possible with the phone system to address this lost functionality? They will have to review cost / lost performance / ease of use with the user community based off this information. Thanks for your help!
Photo of Kim

Kim, Alum

  • 43,110 Points 20k badge 2x thumb
Floyd, to be honest I would not report this as a "lost function".  We have presence which is equivalent to what they want. If I was in your shoes I would educate the manager about presence and it's benefits. 


(Edited)
Photo of Floyd Baggs

Floyd Baggs

  • 10 Points

Kim thanks I have viewed this video and even had a training class with this video and several phones with the end users of the Senior Leadership Team and I cant say it any other way except that it does not work as they want or need it too and they do not like the number of complex steps involved versus the way it used to be on older systems.

I have to agree with them since being the administrator I'm confused how we could go backwards on features.

Being a new system in their minds it should function better than the old system and it is not living up to that.

That being said if its much cheaper than it may be acceptable. This review was to decide to keep or cancel this new platform before people get used to it.

Thanks for your input.

Photo of Kim

Kim, Alum

  • 43,110 Points 20k badge 2x thumb
Floyd,

I understand your position and let us know if there is any specific questions we can help answer.  

Also note that once the presence is added, all the Admin needs to do is make the call and place it on hold...then the Executive can pick it up.  It's that simply.  The only "set up" that needs to be done is for the permission to be added to the phone which you can for them do if you have access to the account. 

Kim 
Photo of KMAY

KMAY

  • 322 Points 250 badge 2x thumb
This reply was created from a merged topic originally titled Picking up another user's on-hold calls without monitoring.

Is there a way to be able to pick up on-hold calls for users set up in presence without monitoring their calls? 

We have no need for the ability to actually monitor calls, but do want to be able to pick up other user's calls that they have placed on hold.
Photo of Lorae Ponder

Lorae Ponder

  • 82 Points 75 badge 2x thumb
This reply was created from a merged topic originally titled Picking up Calls from Another line.

How can I pick up a call from another line? If the phone is ringing in the reception area, how do I pick it up from my desk?
Photo of Mike

Mike, Official Rep

  • 88,864 Points 50k badge 2x thumb
Please see the discussion above regarding Presence, and Call Park.  Below are the related KB articles for more detail. 


Setting up and Using Park Locations

Presence Frequently Asked Questions

Presence Overview
Photo of David Clark

David Clark

  • 352 Points 250 badge 2x thumb
Scenario: Admin Assistant's device has been added to the call handling of Executive so that both of their phones ring when someone calls Executive. Both Executive and Admin have presence turned on and permissions to answer calls on hold for each other. When a call comes in for Executive, if Admin answers the call and then places it on hold, Executive does not see any indication on his phone that there is a call on hold either on his line or the Admin's line. Also the call shows on his device as a missed call. However, if a call comes in for Admin and she places the call on hold, Executive can see the green flashing light next to Admin's presence on his phone.

The work around would appear to be removing the Admin from the call handling of the exec, and then checking the box for the admin that says "Ring my phone when any line i am monitoring rings." The problem with that is the admin has other people in her presence that she does not answer calls for.

Please help as this is an important feature for us. Is there a way to have a phone ring for only one of the people whose presence is being monitored?
Photo of Saadet - Community Support

Saadet - Community Support, Official Rep

  • 37,830 Points 20k badge 2x thumb
I've moved your question to its own thread so we can better assist :)

Please reference the new conversation here: Presence Setup
(Edited)