Answer Someones Calls Without Presence Turned On

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david-clark5439 asked May 12, '17 saadetswift16514 commented May 12, '17

Answer Someones Calls Without Presence Turned On

Our CEO and our senior leadership do not want any user in the company to have the ability to see who they are talking to at any given time. Therefore, they have turned off the presence option. However, now their admin assistant's cannot add them as a second line on their phones to be able to take their calls and place them on hold and retrieve them.

We need to allow the senior leadership to turn off presence and still allow their admin assistants to be able to see their lines when they ring and hold and retrieve calls. Does anyone know how to do this?

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Answer 1 · 2017-05-12T14:02:25Z

saadetswift16514 answered May 12, '17

Hello David,

Are the admin's relying on their physical device to see the CEO's presence or the HUD on the softphone?

On the physical devices, presence only allows people to see that you're on the phone but not who you are on the phone with.

However, the HUD on the softphone will show who you are speaking with.

What you could do, however, is add the admin's extension as a member of the CEO's ring group. With that option all calls to the CEO's line will also ring at the admin's desk and the admin can pick it up, put it on hold, let it ring, etc.

To do this you would go into the CEO's extension -> Call Handling & Forwarding -> Forward to Other User's Phones -> Select the Admin's extension -> Save

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Answer 2 · 2017-05-12T14:29:53Z

saadetswift16514 answered May 12, '17

Hello David,

So for the instance when the call is placed on hold for the assistant to pick up, what you could do is set up a Parking Location and even make it private.

Here is a link that goes over how Parking works: https://netstorage.ringcentral.com/datasheets/call_park_datasheet.pdf

And here is a walk through on how to set it up: https://success.ringcentral.com/articles/RC_Knowledge_Article/8355

Now, for the instance regarding the assistant not being able to tell if the call is coming into her line or the CEO's, here is an idea. On the assistance's extension, edit the Incoming Call Information to display the number that the caller dialed. That way she can tell if the caller dialed her number or the CEO's number.

Here are a couple of screen shots for you :)

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Answer 3 · 2017-05-12T16:03:57Z

david-clark5439 answered May 12, '17 saadetswift16514 commented Nov 18, '19

Thanks for you quick response! Yes, this is exactly what we have done. We have put the admin in the Ring group for the CEO. When a call comes through on his line, her phone does ring, however she cannot tell if the call rang on her line or his line. It just shows up as an incoming call.

Also, if he answers the call and places it on hold, how is she able to pick it up? There is no line on her phone associated with his line so she cannot see the calls that he placed on hold.

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saadetswift16514 commented · May 12, 2017 at 04:09 PM

Correct. Unfortunately, without having the presence feature "on" this is the only work around available.

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Answer 4 · 2020-07-28T14:22:37Z

david-clark5439 answered Jul 28, '20

Yes but then she cannot see WHO is calling, only the called number correct?

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