Presence that should work not having the lights turn on the device when it is setup on a extension group

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Presence that should work not having the lights turn on the device when it is setup on a  extension group
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URIBE

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Posted 1 year ago

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Saadet - Community Support, Official Rep

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Hello URIBE,

Your request is a tad vague. To help our Product Team understand your request and assure it gets more consideration, please include the following details in your request: 

  1. Account type  (U.S., Canada, UK,  AT&T, Telus, BT)
  2. A brief description of the business 
  3. A high level description of the product or feature being requested
  4. A typical use case scenario explaining how your business would use the feature
  5. Benefit of such feature
  6. Include any related case number if applicable
  7. Number of Users and/or Digital Lines
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URIBE

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1) U.S.

2) A Direct Mortgage Lender

3) Would like to have the ability to tell when users are on the phone if they answer a phone call directly. Usually if a phone call goes to the general line and the call is transferred the presence option allows us to see if the user is not available, but if they by pass the general line it will not show if the user picks up the call. To the rest of the users that extensions shows as available even though they have a phone call. If we use the call queue option it works and we can tell when users pickup a phone call directly but when the phone rings is a overwhelming and distracting because all the lines are flashing. 

4) Would make it easier for the receptionist to transfer calls 

5) Would help to tell right away when users are not available to take a phone call

6) Case # 06188681

7) We have 1 General Line and 6 additional users

Let me know if you need additional information.Thank you!
If the users are in a group under a Virtual user, the feature will not work. if you add the Virtual user to the user's presence you can see it that way. But it will not show the specific user since the Virtual User is who is technically handling the call...
Found this out when working with one of my customers.