How to Set up User Presence | AT&T Office@Hand
Article #3318
Presence Overview
Show Caller ID Name
Allow Monitoring on User’s Extension
Frequently Asked Questions
Presence Overview
This section describes the steps to enable and configure Presence settings in the AT&T Office@Hand online account.
Presence enables you to detect the phone status of your colleagues and display on your desk phones. Presence-capable phones have status indicator lights which allow the Admins and Users assigned with administrative permission to see who is available, busy, or on hold. Users can share their Presence status – available, busy, or on hold – with your Admins, QAs, supervisors, or managers.
- Allow other users to monitor your extension.
- For Users, click Settings. For Administrators, click Admin Portal > My Extension > Settings.
- Go to Phones & Numbers > Phones > Presence.
- Under Permissions, enable Allow other users to see my Presence status by clicking the On radio button, then click Save.
OPTIONAL: Under Select users permitted to answer my calls, you can select and allow users to pick up your incoming calls when you are unavailable, then click Save.
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Show Caller ID Name
This section provides information about the Called ID name shown via Presence. Caller ID name is shown on hard phones when a call on hold is picked up via Presence.
With this feature, when a User picks up a call on hold via a Presence device, they will be able to see the Caller ID name displayed on the hard phone.
Users now have the ability to see the Caller ID name beforehand to be able to greet customers in a personalized way.
Note: All hard phones that support Presence Pickup will get this feature. The following call types will be supported: PSTN, incoming (including calls between AT&T Office@Hand accounts), internal, incoming / outgoing.
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Allow Monitoring on User’s Extension
After setting up Call Monitoring, the Administrator must allow others to see the Presence status of users who will be monitored.
- Using your Administrator credentials, log in to your AT&T Office@Hand online account.
- Go to Users > User list > Users With Extensions.
- Click the name of the extension or user who will be monitored.
- Go to Phones & Numbers > Phones > Presence.
- Under Permissions, enable Allow other users to see my Presence status by clicking the On radio button, then click Save.
OPTIONAL: Under Select users permitted to answer my calls, you can select and allow users to pick up your incoming calls when you are unavailable, then click Save.
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Frequently Asked Questions
TABLE OF CONTENTS
- What is Presence?
- How do I enable and configure Presence for my own line?
- As an Admin, can I manage Presence settings for Users?
- How do I monitor the phone line status of my colleagues?
- How do I tell if a colleague’s line is busy?
- How do I choose specific colleagues to monitor?
- Can I monitor the Presence phone status of colleagues who are using the AT&T Office@Hand Mobile App or the Desktop App?
- How do I use Presence monitored lines?
- With Presence, how do I transfer a call directly to voicemail?
- Which phones are Presence capable?
- Can I add to the Presence capability of my desktop IP phone? How many colleagues can I monitor?
- What are the featured benefits with Presence?
- 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.
- How do I enable and configure Presence for my own line?
You can configure Presence on your own line through your AT&T Office@Hand online account. For instructions, go to Presence Overview.
- As an Admin, can I manage Presence settings for Users?
Yes, you can manage your users’ Presence settings. For instructions, go to Presence Overview.
- 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.
- 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.
- How do I choose specific colleagues to monitor?
For instructions on how to choose which colleagues to monitor, go to Presence Overview.
- Can I monitor the Presence phone status of colleagues who are using the AT&T Office@HandMobile App or the Desktop App?
Yes. Only AT&T Office@Hand allows your Presence enabled desktop IP phone to monitor the phone states of multiple devices including desktop IP phones, AT&T Office@Hand Desktop App, and Mobile App.
- 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.
- 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
- Which phones are Presence capable?
These models are Presence capable:
- Cisco 7841
- Cisco 8861
- Cisco 508G Desktop IP Phone
- Cisco SPA 514G Gigabit IP Phone
- Cisco SPA 525G2 Desktop IP Phone
- Polycom VVX 350 Business IP Phone
- Polycom VVX 450 Business IP Phone
- Polycom VVX-501 Color Touchscreen
- Polycom VVX-601 Large Color Touchscreen
- Yealink T42S Gigabit Business Phone
- Yealink T46S Gigabit Color Business Phone
- Yealink T48S Gigabit Color Touchscreen Business Phone
* Polycom VVX 350 / 450 are improvements for the Polycom models VVX 311 / 411 respectively.
- 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 AT&T 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.
- 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 hangups.
- 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.
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Keywords: setting up Presence on my phones, managing calls, what is Presence, Presence permissions, 3318, 3803, 11375, 11134
12/2021
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