TABLE OF CONTENTS
1. What is Presence?
2. Which phones have Presence capabilities?
3. How do I enable and configure Presence?
4. As an Administrator, can I manage Presence settings for Users?
5. How do I monitor the status of other Users?
6. How do I tell if a line is busy?
7. Can I monitor the Presence phone status of colleagues who are using the Mobile App and Desktop App?
8. What do the lights on the Presence-monitored lines mean?
9. With Presence, how do I transfer a call directly to voicemail?
10. Can I add the Presence capability to my desk phone?
11. What are the benefits of enabling Presence?
12. What is Presence with Ringing?
13. How many Users can I monitor?
14. How can I change the DND or Presence status without opening the BT Cloud Work Desktop app?
1. What is Presence?
Presence enables you to either share your status with other Users or detect the phone status of other Users and display them on your desk phone.
2. Which phones have Presence capabilities?
The following desk phones are Presence-capable:
• Polycom VVX 300
• Polycom VVX 301
• Polycom VVX 400
• Polycom VVX 411
• Polycom VVX 500
• Polycom VVX 601
3. How do I enable and configure Presence?
You can configure Presence through your BT Cloud Work account. See Set up Presence Permissions and Appearance in BT Cloud Work Portal for more information.
4. As an Administrator, can I manage Presence settings for Users?
Yes, you can manage the Users' Presence settings. See Set up Presence Permissions and Appearance in BT Cloud Work Portal for more information.
5. How do I monitor the status of other Users?
Users must allow others to see their Presence. Administrators by default can monitor the status of other Users.
See Set up Presence Permissions and Appearance in BT Cloud Work Portal and BT Cloud Work Call Monitoring Overview for more information.
6. How do I tell if a line is busy?
If you have a Presence-capable desk phone, the monitor lights of Users 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.
7. Can I monitor the Presence phone status of colleagues who are using the Mobile app and Desktop app?
The Presence feature lets you monitor the User's status or availability, but not the device's availability. If a User is using both the desk phone and the Desktop app and accepts a call using the desk phone, the User will be seen as "on a call" even though the Desktop app is not in use.
8. What do the lights on the Presence-monitored lines mean?
• If a line is blinking it means it's either 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 User.
• 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 perform a blind transfer, use *0 followed by the extension.
• Polycom: Press Transfer -> Blind -> *0 EXTNUM -> Send
If Blind is not visible, press More, then press Blind.
NOTE: Blind transfers only show the originating Caller ID.
10. Can I add the Presence capability to my desk phone?
If your phone does not have Presence capability, you can order Presence-capable phones or expansion modules through the BT Cloud Work portal.
11. What are the benefits of enabling Presence?
Be anywhere, anytime
• Your Presence status can be reflected on desk phones, regardless of device you are using - Mobile app, Desktop app, Desk phone
Better customer experience
• Enables quick routing to available group/call queue/employee reducing hold time and hang-ups
• Fewer customers are transferred to employees who cannot take their call
Easy to configure and use
• Enable Presence status for Users
• Use phone expansion modules/side cars to monitor Presence for large number of Users
12. 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.
13. How many Users can I monitor?
You can purchase an expansion module or "side car" add-on 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 Users.
14. How can I change the DND or Presence status without opening the BT Cloud Work Desktop app?
You can go to the Windows system tray or Mac OS X's dock, then right-click the Desktop app icon. Status options, such as Available, Busy, Do not disturb, and Invisible are available.
Windows
Mac OS X
