Presence Setup

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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?

Note: This conversation was created from a reply on: Presence: How to allow another user to pick up a line on hold..
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David Clark

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Posted 1 year ago

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Saadet - Community Support, Official Rep

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Hey David,

Could you post screen shots of the current extension configurations for both individuals so I can get a better picture? You can black out any personal info or if you'd prefer I can make this post private 
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David Clark

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David Clark

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David Clark

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David Clark

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The last two screen shots are the same for the admin with the obvious exception being that the Exec is the one being permitted to answer calls for the admin and vice versa.


Honestly, I did the troubleshooting on this already and i tested my theory on my phone and another co-worker with the exact setup as the exec and admin. This issue is that if the call is directed to the Exec, but that admin picks it up for him on her phone, the exec's line acts as though he has missed a call instead of recognizing that another device answered the call. Therefore, since his device thinks the call has been missed, it cannot pick the call up from another device because it doesn't recognize that an active call exists. It is really strange behavior.
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Hey David,

So the reason why when a call came into the Exec's line and the Admin answered, but the Admin's presence did not update on the Exec's line is because Presence displays information based off the extension - not the device. So simply put, the call was meant for the Exec's line but the Admin answered. Technically, the Admin is still available and if another call came to just the Admin's line, then Presence would update.

So, what I suggest is this:

1) Remove the Admin's phone from the Exec's Call Handling & Forwarding

2) On both extensions check these boxes


3) On both extensions go to the Permissions section and add one another as Users Permitted to answer my calls

That section means that the Admin can still view other User's Presence but the Admin will only be able to answer calls for the person who is check marked below, and vice versa for the Exec.

Now, one caveat to this particular setup is that if either individual puts a call on hold, it will ring the other person's phone as if a new call is coming in. This is something that we are aware of and there is a Feature Request to change this configuration on the Community. I haven't tried it yet but possibly a way to get around this is to create a Park Location for people that need to go on hold and have the Exec and Admin place people on the Park Location (which you can monitor Presence-wise)

Let me know what you think and take a look at these articles that explain the different features I mentioned :)

Presence Overview 

Monitor Using Presence

Park Location
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David Clark

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Saadet,

The Park Location solution is the one that works for us in this situation. Thank you so much for your prompt responses and for diligently seeking out a viable solution for us!
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You're very welcome, David :)