06/15/18 23:49 PM  

Presence Frequently Asked Questions

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SummaryFREQUENTLY ASKED QUESTIONS for Presence feature.
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NOTE: If you want to view to Presence feature Overview, go to: Presence Overview


Presence 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 smartphones and 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 desk phone? How many colleagues can I monitor?
12. What are the featured benefits with Presence?
13. What is Presence with Ringing?
14. How can I enable Presence with Ringing?
15. How many colleagues can I monitor?


1. What is Presence?

Presence enables RingCentral Office customers to detect the extension status of their colleagues and display on their desk phones. Whether using their desk phone, smartphone app or desktop app, Users can now share their presence status – available, busy or on hold – with their Administrators or colleagues.


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

Presence can be configured through your RingCentral online account.


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

Yes, you can manage your users' Permissions to Monitor for Presence


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?

Follow see the related article to Selecting Users to Monitor for Presence.


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

Yes. Only RingCentral allows your Presence-enabled deskphone to monitor the phone states of multiple devices including deskphones, smartphones, and desktop 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

NOTE: Blind transfers only show the originating Caller ID


10. Which phones are Presence-capable?

These models are Presence-capable:

Polycom
Cisco
Yealink

• Polycom SPIP550
• Polycom IP650
• Polycom VVX310
• Polycom VVX 311
• Polycom VVX400
• Polycom VVX410
• Polycom VVX411
• Polycom VVX500
• Polycom VVX501
• Polycom VVX600
• Polycom VVX601

• Cisco SPA525G
• Cisco SPA525G2
• Cisco SPA504G
• Cisco SPA508G
• Cisco SPA509G
• Cisco SPA514G
• Cisco 7841 
• Cisco 8861 

•  Yealink T42S
•  Yealink T46S


NOTE: Setting a Desk phone on Do Not Disturb (DND) status will only set that particular deskphone on Do Not Disturb (DND). 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.


11. Can I add to the Presence capability of my desk phone?

If your phone does not have Presence capability, you can order presence-capable phones or expansion modules through the normal RingCentral 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.


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 the device you are using – mobile, desktop app, desk 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 a 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 a large number of colleagues


13. What is Presence with Ringing?

Presence with Ringing is an enhanced feature allowing users with Presence to set their phone to ring when a user they are monitoring receives an incoming call. The presence-capable phones will ring simultaneously with the monitored user’s device on an incoming call.


14. How can I enable Presence with Ringing?

For instructions on how to enable Presence with Ringing, see Setting Up Presence for Users that can monitor others.


15. How many colleagues can I monitor?

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

Contact your account manager to enable this feature.

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