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Presence ­ Overview | AT&T Office@Hand
Article #3318

Presence Overview
Show Caller ID Name
Allow Monitoring on User’s Extension
Frequently Asked Questions

Presence ­Overview

Presence is a feature of select AT&T Office@Hand desktop IP phones that gives you a strategic view of your team’s phone status. From your desk phone, you can see which extension is available, already on a call, holding or has a call ringing. You can transfer calls with speed and certainty to your office team and remote workers.

The Presence feature empowers admins to take calls for unavailable staff and avoid wasting time and frustrating customers and clients as employees run around looking for call recipients. Presence works on a variety of IP desk phones and you can add an expansion module as your team grows. You can turn on Presence and decide who gets monitored and how you want to handle the calls.

You can monitor as many users as your phone is capable of displaying for Presence.

Administrator Set up
User Set up

Administrator Set up

  1. Log in as an Administrator to your Office@Hand online account.
  2. Go to Admin Portal > Users.
  3. Select the User you want to modify.
  4. Go to Phones & Numbers > Phones, then select Presence.
  5. Under Appearance, click on Select a User to select the users whose presence you would like to monitor for each line.

    You may also enable the following 

    • Ring my phone when any user I am monitoring rings -­ Enabling this option will allow your phone to ring simultaneously when a monitored user’s phone is ringing.
    • Enable me to pick up a monitored line on hold -­ If you intend to answer calls on behalf of other users, you need the other users to give you permission to answer their calls via their Presence Permission settings.
      Note: To change the user assigned to the line, click Change User. To remove a user from the list, click Delete.
  6. Click Preview on my phone to test how the contacts will appear on your phone.
  7. On the Permissions tab, you may toggle On/Off Allow other users to see my Presence status and Select users permitted to answer my calls. Click Save to save your settings.

User Set up

  1. Log in to your Office@Hand online account.
  2. Click Settings.
  3. Click Phones & Numbers > Phones, and then select Presence.
  4. Under Appearance, click on Select a User to select the users whose presence you would like to monitor for each line.

    You may also enable the following options

    • Ring my phone when any user I am monitoring rings – Enabling this option will allow your phone to ring simultaneously when a monitored user’s phone is ringing.
    • Enable me to pick up a monitored line on hold – If you intend to answer calls on behalf of other users, you need the other users to give you permission to answer their calls via their Presence Permission settings.
      Note: To change the user assigned to the line, click Change User. To remove a user from the list, click Delete.
  5. Click Preview on my phone to test how the contacts will appear on your phone.
  6. On the Permissions tab, you may toggle On/Off Allow other users to see my Presence status and Select users permitted to answer my calls. Click Save to save your settings.

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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.

  1. Using your Administrator credentials, log in to your AT&T Office@Hand online account.
  2. Go to Users > User list > Users With Extensions.
  3. Click the name of the extension or user who will be monitored.
  4. Go to Phones & Numbers > Phones > Presence.
  5. 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

  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 the Office@Hand Mobile App or the Desktop App?
  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 the Office@HandMobile App or the Desktop App?
    Yes. Only Office@Hand allows your Presence ­enabled desktop IP phone to monitor the phone states of multiple devices including desktop IP phones, Office@Hand Desktop App, and Mobile App.
  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 7841
    • Cisco 8861
    • Cisco 508G Desktop IP Phone
    • Cisco SPA 514G2 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
      * Polycom VVX 350 / 450 are improvements for the Polycom models VVX 311 / 411 respectively.
  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 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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