Shall be Busy, if user is busy on Workplace mobile

[Albus2]

A user with IP phone in the office (908G), configured with 2 Call Appearance and reserve last CA enabled.
If he is busy with one call, voicemail will answer for a second call. This is what we had so far.

Now, we implement Avaya Workplace for them. They use the mobilephone client for home office and on the road.

Problem:
If the user is in a call with Workplace mobile and another call comes in, it rings on both IP phone and Workplace.
Disable Call Waiting for the user prevents the call from ringing on Workplace mobile.
This gives extray delay until voicemail answers.
Also, if the user is busy on Workplace mobile, this means he is on the road. So why should it ring in the office at all?

-> But how to prevent the second call from ringing on the desk phone?

 

[Albus2]

Anyone with a solution to be busy after one active call, even if the user has Workplace mobile and still a IP-Phone in the office?

 

[AACon]

Not really gonna happen in simultaneous mode. Just log the other phone out. They don't need it to ring if they are not there.

-Austin
I used to be an ACE. Now I'm just an Arse.

 

[Albus2]

True, but...

They also need CTI information for the incoming calls into the CRM.
And this does not work if the user logs off the hardphone.

 

[critchey]

Turn off the ringer on the desk phone when he leaves the office. Now it only rings (audibly) on the mobile app and if you disable call waiting you have what you are looking for. Delay to voicemail may be best you can get.

The truth is just an excuse for lack of imagination.

 

[Albus2]

Thank you for to tipps.
It looks like there is no real solution to this problem.

In fact, if a call is offered on the deskphone and the mobile simultaneus, that's fine. The user can answer where he is ready for it.
But if he is already busy on the Workplace mobile App (i.e on the road), why should it still ring on the deskphone in the office?
Disable call waiting only solves the annoyance of the call knocking on while on a call with the mobile, but it still takes time before the call goes to voicemail.
And this time must be increased to 20-25 seconds, when using Workplace mobile. FwdBusy doesn't help, because there is still one CA free (on the deskphone).

The majority of users just want to receive one call. If busy, if should go elsewhere. To voicemail or a group - without delay.

*36 on the deskphone would solve this. true.
But then we loose any CTI functionality for this user. And they need that for the CRM. I'm looking for an alternative to this now.

 

[janni78]

CTI should be able to monitor them anyway as long as you use hotdesking.

The thing is that in this case the IP phone extensions in IP Office can't be the same as the user extensions.
You need to put the IP phones in an unused range and then the users login to either a deskphone, softphone or it would be a mobile twinned call (if SourceNumber code for monitoring twinning is configured)

"Trying is the first step to failure..." - Homer

 

[Albus2]

janni78
What do you mean with "SourceNumber code for monitoring twinning" ?

 

[janni78]

To get TAPI events for calls to mobile twin you need to enter TAPI_REPORTS_TWIN_CALLS on NoUser -> SourceNumbers

"Trying is the first step to failure..." - Homer