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?
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
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.
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.