Unavailable / Available Buttons on Polycom Phone

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  • Updated 3 weeks ago
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Abdul Majeed

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Posted 4 weeks ago

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Jared, Official Rep

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Abdul,

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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Abdul Majeed

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This would be typical business requirement  and a  big benefit  for the users 
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Jan Ferguson, Champion

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You do have that now....It's called the DND button (Do Not Disturb). You are "unavailable" when the DND is ON. You are "available" when the DND is OFF.
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Michael Thompson

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The DND button, however, does not change your status so, for example, a receptionist in your company would not know your DND is on.
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Jan Ferguson, Champion

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While that's true regarding the button itself on the phone, it will show on Presence if it is done from the extension associated with the phone. For the DND status to appear on the HUD, the Extension associated with the deskphone must be set as DND on either Online Account, desktop app, or mobile app. Therefore it *IS* possible from DND to show on Presence if set as listed above. I know the original poster wants it to be available on the Polycom phone itself, but this *IS* an alternative which will show up on Presence.
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Michael Thompson

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We do understand that the capability is available in the softphone, etc.  Our need is to have a Polycom button that can change the HUD status for our receptionist.  Having a phone button that is quick and easy to toggle status is the most reliable way to ensure status is accurate.  Is this possible/programmable at the user admin level?  My team often will need to rush to impromptu meetings, go to other test locations, etc. and need a quick way to change the status back and forth between available and unavailable.  A phone button is faster than clicking the status button on the taskbar and changing.
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Abdul Majeed

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The DND button does not show you on the Live Report you are unavailable to take Queue Calls. The team leader / supervisor needs to know correct status of each agent.  On the soft client  setting available not to take queue calls which shows you as unavailable in the live report. Hence to me the need of buttons on the Polycom or short codes to dial to do the same as the soft client.