AT&T Office@Hand

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Presence Frequently Asked Questions
Article #3803

TABLE OF CONTENTS

1. What is Presence?
2. How do I enable and configure Presence for my own line?
3. As an Admin, can I manage Presence settings for Users?
4. How do I monitor the phone-line status of my colleagues?
5. How do I tell if a colleague’s line is busy?
6. How do I choose specific colleagues to monitor?
7. Can I monitor the Presence phone status of colleagues who are using smartphones and Softphone?
8. How do I use Presence-monitored lines?
9. With Presence, how do I transfer a call directly to voicemail?
10. Which phones are Presence-capable?
11. Can I add to the Presence capability of my desktop IP phone? How many colleagues can I monitor?
12. What are the featured benefits with Presence?

1. What is Presence?

Presence enables you to detect the phone status of your colleagues and display on your desktop IP phone. Whether using your desktop IP phone, smartphone or Softphone, you can also share your presence status – available, busy or on hold – with your admins or colleagues.

2. How do I enable and configure Presence for my own line?

You can configure Presence on your own line through your Office@Hand online account. For instructions, go to Presence Overview.

3. As an Admin, can I manage Presence settings for Users?

Yes, you can manage your users’ Presence settings. For instructions, go to Presence Overview.

4. How do I monitor the phone-line status of my colleagues?

As a user, when your colleagues set their Presence Permissions to allow other users to see their presence, you can choose to display their status on your Presence-capable phone.

5. How do I tell if a colleague’s line is busy?

If you have a Presence-capable desk phone, the monitor lights of colleagues you’re following will blink when the line is ringing or the call is on hold. It will show a steady light when the line is in use.
If the line is blinking, and you have permission, you can pick up the call, whether it’s ringing or on hold.

6. How do I choose specific colleagues to monitor?

For instructions on how to choose which colleagues to monitor, go to Presence Overview.

7. Can I monitor the Presence phone status of colleagues who are using smartphones and Softphone?

Yes. Only Office@Hand allows your Presence-enabled desktop IP phone to monitor the phone states of multiple devices including desktop IP phones, smartphones, and Softphones.

8. How do I use Presence-monitored lines?

• If a colleague’s line is blinking, which means it’s ringing or on hold, if you have permission you can pick up the line.
• If a line is idle (not lit), you can press that line to quick-dial that person.
• If a line is idle, you can press that line when doing a transfer as a quick-dial for the transfer.

9. With Presence, how do I transfer a call directly to voicemail?

You can transfer a call directly to a voicemail by performing a blind transfer.

To transfer a call directly to someone’s voicemail, perform a blind transfer and use *0 followed by the extension, instead of just the extension:
• Polycom: Transfer -> Blind -> *0 EXTNUM -> Send
• Cisco: BlindXfer -> *0 EXTNUM -> Dial

10. Which phones are Presence-capable?

These models are Presence-capable:
• Cisco 508G
• Cisco SPA 525G2
• Polycom IP650
• Cisco 303
• Polycom 550

11. Can I add to the Presence capability of my desk IP phone? How many colleagues can I monitor?

If your phone does not have Presence capability, you can order presence-capable phones or expansion modules through the normal Office@Hand order process, either as an initial order or as an add-on. Or you can order supported phones or add-on expansion modules based on the Cisco and Polycom line.

You can also purchase an expansion module or “side car” add-on device that attaches to the side of your desktop IP phone and adds from 14 up to 70 monitor lights, allowing you to monitor up to 70 colleagues.

12. What are the featured benefits with Presence?

 Be anywhere, anytime
        • Your presence status can be reflected on your colleagues’ or admins’ desk phones, regardless of device you are using – mobile, Softphone, desktop IP phone
        • No other cloud/hosted PBX system has this feature
 Improved employee work productivity
        • Saves time by eliminating need for having to call, walk or message colleagues
        • Transfer directly to voicemail if colleague is busy or out
• Convenience for executives 
        • Enables executives to have admins answer their calls, saving time and improving productivity
• Better customer experience 
        • Enables quick routing to available department/employee reducing hold time and hang-ups
        • Fewer customers are transferred to employees who can not take their call
• Easy to configure and use
        • With few easy clicks, enable presence status for admins/colleagues
        • Use phone expansion modules/side cars to monitor presence for large number of colleagues