Presence Status controlled by Extension behavior instead of Phone behavior

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US Account. We are a software development and support business.

We make use of a forwarding extension as opposed to a call queue because of the way we need to answer calls here. I just found out today that means that: If the extension is in use with a call that was forwarded from the forwarding extension, the presence status will not be indicated because this feature is currently dictated by extension behavior and not phone behavior. Technically, in that scenario, it is the Forwarding extension that is busy, not the end user extension. And, we do not make use of direct lines in our business as I'm sure most of you at RC can appreciate. If we were to add folks as members of a call queue instead of members of a ring group from a forwarding extension, the status of each user would be indicated in the presence, which is what we are after; but the downside (and for us a bad one) is that incoming calls would completely bypass that extension if they were already on a call. 

So, having status indicated by phone behavior instead of extension behavior would sold a lot of problems for us. 
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INC.

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Posted 1 year ago

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This reply was created from a merged topic originally titled Presence feature and call handling option.

When my extension 1 is dialed, I have it set it up so multiple phones ring at once. I have them grouped and have several groups in the call order. If someone picks up the phone, the presence feature does not show which phone picks up. Instead, it shows reservation department as busy but not the actual phone which picked up the line.

I would like to have the capability to determine which phone specifically picked up the call even if it is within a ring group.
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Pat Lewis

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I would like to request this feature change as well.  There is currently no way to have Call Waiting and Presence work successfully for a group.  If Presence were to change to show the status of the user's phone, and not the user extension itself, this would correct the issue, allowing us to use Ring Groups successfully.
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Rod Scharber

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This reply was created from a merged topic originally titled Presence on roll over lines.

Include the Following: 
  1. US
  2. none
  3. Inbound calls to 1 of 4 incoming lines come in and go through a call queue rolling from one set of people who answer to another. 
  4. The person who answers is shown to be speaking on the extension of the main line, not the line of the individual who answered the phone. We need the reception area to have visibility to who is on the phone vs. who is available
  5. 3 calls to customer service. 
  6. latest
  7. If desk-phone related, have you rebooted phone?  YES 
  8. Number of Users and/or Digital Lines affected. 3+