Group Features on Polycom in SIP@Net 4.1

7/24/2019 Group Features on Polycom in SIP@Net 4.1

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APPLICATION NOTE

GROUP FEATURES

ON POLYCOM SIP TERMINALS

in an iS3000 environment

running SIP@Net 4.1 (and higher)

Issue : April 2010


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A Publication of

NEC Unified SolutionsHILVERSUM, THE NETHERLANDS

Date : April 2010

Great care has been taken to ensure that the information contained

in this handbook is accurate and complete. Should any errors oromissions be discovered or should any users wish to make

suggestions for improving this handbook, they are invited to send

the relevant details to:

NEC Unified Solutions

P.O. BOX 321200 JD HILVERSUM

THE NETHERLANDS

NEC Unified Solutions 2010.

All rights are reserved. Reproduction in whole or in part is

prohibited without the written consent of the copyright owner.All brand names and product names in this document are

trademarks or registered trademarks of their respective companies.


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CONTENTS

CHAPTER 1 INTRODUCTION..............................................................................1

What are Group Features ?.......................................................................1

What's in this Application Note ?..................................................................3

CHAPTER 2 BEFORE YOU START ........................................................................4

The group ................................................................................................4

Speed dial keys.........................................................................................4

Polycom versus ErgoLine terminals ..............................................................7

CHAPTER 3 GROUP FEATURES EXAMPLES ...........................................................8

Scenario 1 : A working day in a Group Arrangement.......................................8Scenario 2 : A Manager and his Secretary...................................................13

APPENDIX A PROGRAMMING EXAMPLES............................................................ 16

Scenario 1 : A working day in a Group Arrangement..................................... 16

Scenario 2 : A Manager and his Secretary...................................................20


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CHAPTER 1 INTRODUCTION

W h a t a r e Gr o u p Fe a t u r e s ?

Group Features enables you to perform routine telephony operations by pressing a

single speed dial key on the phone. These operations include:

Making a call

Answering a call

"Parking" a caller

Transferring a call

Each speed dial key on the Polycom IP terminal has an LED. This LED shows thestatus of the phone with which that speed dial key is associated. The LED messages

indicate the following statuses:

LED is OFF : Phone is not in use : is idle

LED is ON : Someone is using the phone : phone is busy

LED is Flashing : there is an incoming call or a caller is "parked" on a line,which can be answered.

So, Group Features enables you to control and monitor phone activity on your phone(and the phones of other users, where this has been configured). You can perform anyof the telephony operations listed above, by pressing the correct speed dial key on

your phone. For example, if the status LED shows an incoming or parked call, you canaccept the call by pressing the corresponding speed dial key on your phone. When you

accept the call, the LED status for that phone changes on all sets within the group toshow that you are handling this call.If, during the conversation with that caller, you press the Park key, the caller isparked. Once again, the LED status changes to show this.

The Group Features for Manager/Secretary applications contain the followingelements :

Selective AnsweringWhen several calls are ringing on the secretary's extension at the same time, she

can select which call to answer first.

Group Park/Private Park

If a call cannot be transferred immediately to the wanted person, the secretary,manager or group member can park it either on a Private Park position (accessible

by them alone), or on a Group Park position (accessible by all group members).They can then continue with other work until the call can be transferred.

Status Management/Monitoring

Managers and secretaries can monitor their status (idle, busy, ringing) of eachother. The manager and secretary can change their status (Absent/Present)

from her own set.

Private Number

A manager can be allocated a second extension number, not controlled by thesecretary, on which he can receive calls.


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The Group Features for Group applications contains the following elements :

Group AnsweringSeveral "Direct Dialling In" numbers can be allocated to a group. Each group

number represents a service offered by that group (e.g. sales inquiries, invoiceinquiries, etc.).

Group Park/Private ParkCalls that cannot be handled immediately can be parked either on a Group Parkposition (accessible for all group members) or on a Private Park position,

accessible by the user only. The Group Park enables the call to be transferredwithin the group. The Private Park position is used to temporarily park a call untilthe caller can be served by the user himself.

Status Management/MonitoringGroup members can monitor the status (idle, busy, ringing) of the other group

members. A group member can change the status (Absent/Present) from their

own set.

SURVEY OF USED TERMINOLOGY AND FUNCTIONS

All the functions described below are activated by pressing the relevant key on thePolycom terminal.

PERSONAL KEY : to answer incoming internal and external personal

calls.

MANAGER KEY : to answer calls diverted from an absent manager.

Diverted calls are signalled on both the manager'sand the secretary's extension.

MEMBER KEY : - to answer a call from a group member,

- to answer a call for a group member,- to make a call to a manager/group member.

The LED of this key also shows the groupmember's call status (idle, busy and ringing).

PRIVATE KEY : to answer incoming calls on the manager's second

direct number. Only the manager has this key on

his telephone.

PRIVATE PARK KEY : to park/unpark calls. The Private Park can only beused by the person to whom the Private Parkposition has been assigned.

GROUP PARK KEY : to park/unpark calls. All members to whom the

Group Park Key has been assigned can use thiskey to park and unpark their own and othermember's calls.

GROUP KEY : to answer incoming calls related to a numberassigned to the group.

ABSENT / PRESENT KEY : to switch yourself absent and present


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W h a t ' s i n t h i s A p p l i ca t i o n N o t e ?

This Application Note describes, in general terms, how to use the call handlingfunctions described previously.

Phones can be set up in an infinite variety of configurations to suit the needs of anyworking environment. For this reason it is not practical to provide examples which are

specific to your organisation or the exact setup of your phone.

This Application Note will help you to understand the LED messages that are displayed

on your phone and which speed dial key(s) you press to perform a particular task:accept call, park caller, transfer caller, etc.


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CHAPTER 2 BEFORE YOU START

This chapter introduces concepts and terms which you should understand beforeattempting to follow the examples given in Chapter 3. More experienced users may

prefer to skip this chapter and move directly to Chapter 3.

T h e g r o u p

The term "group" refers to two or more phones which are connected to the PBX. Inaddition, they may be configured so that it is possible for a group member to call acolleague by pressing a single speed dial key on their phone.

Group functionality has other applications, which are described in this applicationnote:

A speed dial key could be assigned to a group number. This would be useful, forexample, at a Purchasing Department of a publishing company. Three phonescould be configured to receive calls to a group used for "new books published".

When a customer calls the group number for new books published, status LEDson all three phones will indicate that a customer is calling.

The first staff member who is free can accept the call by pressing that groupspeed dial key on his/her phone. When this happens, the status LEDs on the othertwo phones change to show that the phone is busy. The other staff membersknow that the call is being dealt with and that their colleague is busy.

A key on a receptionist's phone could be set up, to monitor her boss's business

number. When a visitor arrives, or a caller wishes to talk to him, she can seewhether the boss is "busy" by looking at the status LED for his business number.

S p e e d d i a l k e y s

Note: The speed dial keys on your phone can be assigned to a variety of functions(including the group functionality), which is described in this application note.

Your Supervisor or Administrator will tell you which are the speed dial keys onyour phone. The process of assigning keys on your phone to particularfunctions is not discussed in this document. Talk to your Supervisor, your

System Administrator or a NEC representative, if you need more informationon these subjects.

The exact number of keys on your phone depends on the model of phone you areusing and whether it has been extended with additional keys by means of an

Expansion module. The following diagram shows a bank of keys on a typical Polycomphone.Typically, the top-most speed dial key is reserved for the principle directory number ofyour own phone.


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Figure 1 - Detail of keys and their status LEDs

The keys on your phone that have been programmed either with a speed dial

number or a (group) function are referred to as speed dial keys. Speed dial keys allwork in a similar manner, as described below.Each speed dial key represents a telephone number or a particular function. There is astatus LED for each speed dial key. The status LED indicates the current condition (orstatus) of the phone number or function.

When the status LED for a particular line is OFF, this means that the line is availablefor use or that the function is not activated. You can make a call using that line by

pressing the speed dial key.

Note: In this document the status LED is referred to as "the LED".

For example, you would press the speed dial key that is marked in the previousdiagram, to call Jane. When you press the Jane speed dial key, the Jane LED turns

ON. This indicates that you are using the line. If other group members shares the lineto Jane, the Jane LED on their phones will show that the line is busy.When you hang up the phone, the Jane LED goes OFF. This indicates that the line isavailable for use again. The Jane LED on the phone of any other group member who

shares this line will also be switched OFF, so they also know the line is available.

The following table shows the possible LED states, their meaning and what operation

is performed by pressing the speed dial key while that message is displayed.

LED MESSAGE PRESS KEY TO :

ONYou are talking to a caller on this numberor the number used by another person.

You can not use this key.

FlashingAn incoming call is on the extension or acall is parked.

Talk to the caller.

OFF The extension is not in use.Call the extension assignedto that button.

Status LED messages


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The scenarios in the following chapter demonstrate how the LEDs on phones change

as members of the group perform various activities. In this application note, graphicsymbols are used to depict the different LED messages.

Your own top-left key :

OFF : IDLE FLASHING : RINGING ON : BUSY

The other speed dial keys :

OFF : IDLE FLASHING (RED) : RINGING ON (RED) : BUSY

During the scenarios, to show when a speed dial key is pressed by a user, the

corresponding key label text is in italic.

2401 Ms Booklet

2402 Mr Novel

2403 Ms Script : this speed dial key has just been pressed

Common Park

Private Park

Absent / Present status of yourself !

Note that it is possible to have a maximum of 3 Expansion Modules mounted on the

terminal. Each module gives an additional 14 speed dial keys.

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The icons in the display next to the speed dial keys have different meanings as

illustrated below.

ICON MEANING

Extension is not (yet) registered

Extension is registeredBuddy watch, but no initial status receivedyet (intermediate state)

Buddy watch (status monitoring) active :

when busy, icon changes to

Feature programmed under this key is

activated

Contact

Call is parked

Ringing

Ongoing call

P o ly c om v e r s u s Er g o L i n e t e r m i n a l s

It is not necessary that all terminals are Polycom terminals : a mixture with ErgoLineterminals and BaseLine Pro SIP terminals is also possible. One should realize that the

following ErgoLine group features are not available on Polycom terminals :

Absent/present indication can only be observed on the related terminal not byother members

Executive absent/present switching by Secretary

Alternative Secretary

Note that :

Distinctive ringing (internal and external ringing) and intercom functionality onPolycom terminals is possible in combination with SIP@Net 4.2 (or higher).

Softring indication on Polycom terminals is possible in combination with [email protected] (or higher).

Connected party indication is supported in combination with SIP@Net 4.3 (orhigher).


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CHAPTER 3 GROUP FEATURES EXAMPLES

This chapter provides some examples of a group of phones in an office environment.By reading through the examples, you will see how the LED states on the phones in

the group change to show the activity on the phone lines.

The scenarios also demonstrate how users can handle calls in various states, bypressing the speed dial keys.

Sce n a r i o 1 : A w o r k i n g d a y i n a Gr o u p A r r a n g e m e n t

This example is set in the Purchasing Department of a Grace Brothers' publishing

company. The organisation of the group is shown below:

Purchasing Department : Group Number 2400

telephone number 2401 : Ms Booklet2402 : Mr Novel

2403 : Ms Script

The Group Arrangement at Grace Brothers'

All 3 persons in the group have speed dial keys of each other, 1 common and 1private park and an absent/present key as follows :

Ms Booklets extension 2401

2401 Ms Booklet

2402 Mr Novel

2403 Ms Script

Common Park

Private Park

Absent Present (of yourself)

Purchasing Department2400

Booklet2401

Script2403

Novel

2402


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Mr Novels extension 2402

2402 Mr Novel

2401 Ms Booklet

2403 Ms Script

Common Park

Private Park

Absent Present

Ms Scripts extension 2403

2403 Ms Script

2401 Ms Booklet

2402 Mr Novel

Common Park

Private Park

Absent Present

In this scenario, the following activities are performed:

Receiving a group call

Making a call to group member

Parking a call, to make another call- Common Park- Private Park

Absent/Present Switching

Receiving a group call

Ms Booklet receives a group call.


2401 Ms Booklet

2402 Mr Novel

2403 Ms Script

Common Park

Private Park

Absent Present

On the other 2 terminals, the Ms Booklet LED is flashing, indicating that there is a

call for Ms Booklet.


2402 Mr Novel

2401 Ms Booklet

2403 Ms Script

Common Park

Private Park

Absent Present


2403 Ms Script

2401 Ms Booklet

2402 Mr Novel

Common Park

Private Park

Absent Present


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When Ms Booklet answers this call all flashing LEDs are ON, indicating that she is

busy.When she does not answer the call, either Mr Novel or Ms Script can answer Ms.Booklets call, by pressing the Ms Booklet key.


2403 Ms Script

2401 Ms Booklet

2402 Mr Novel

Common Park

Private Park

Absent Present

Ms Script answers Ms Booklets call

Making a call to group member

Mr Novel wants to call Ms Script.


2402 Mr Novel

2401 Ms Booklet

2403 Ms Script

Common ParkPrivate Park

Absent Present


2403 Ms Script

2401 Ms Booklet

2402 Mr Novel

Common ParkPrivate Park

Absent Present


2401 Ms Booklet

2402 Mr Novel

2403 Ms Script

Common Park

Private Park

Absent Present


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Parking a call, to make another call

Mr Novel who is in conversation, wants to park this call, to be able to make anothercall.


2402 Mr Novel2401 Ms Booklet

2403 Ms Script

Common Park

Private Park

Absent Present


2403 Ms Script

2401 Ms Booklet

2402 Mr Novel

Common Park

Private Park

Absent Present


2401 Ms Booklet

2402 Mr Novel

2403 Ms Script

Common Park

Private Park

Absent Present

Common Park

Mr Novel puts the call in the Common Park : this means that apart from himself, alsoMs Booklet and Ms Script can see that there is a parked call.Now Mr Novel is free again to make another call.

Meanwhile Ms Booklet or Ms Script can take over the parked call of Mr Novel if theywant to.After Mr Novel has ended his intermediate call and Ms Booklet or Ms Script did not

take over his parked call, Mr Novel can unpark the parked call and continue thisprevious conversation.


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Private Park

Mr Novel who is in conversation, wants to park a call, without the possibility that MsBooklet and Ms Script can see that there is parked call. In this case Mr Novel does not

put the call in the Common Park, but in the Private Park.


2402 Mr Novel

2401 Ms Booklet

2403 Ms Script

Common Park

Private Park

Absent Present


2403 Ms Script

2401 Ms Booklet

2402 Mr Novel

Common Park

Private Park

Absent Present


2401 Ms Booklet

2402 Mr Novel

2403 Ms Script

Common Park

Private Park

Absent Present

Now Mr Novel is free again to make another call. After Mr Novel has ended his

intermediate call, he can unpark the parked call and continue his previousconversation.

Absent/Present Switching

At the end of the working day, Ms Booklet leaves the office, while Mr Novel and MsScript still continue working. Now Ms Booklet switches herself absent, meaning thatgroup calls are not signalled on her phone anymore.


2401 Ms Booklet

2402 Mr Novel

2403 Ms Script

Common Park

Private Park

Absent Present


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Coopers

John1511

Jane1512

The next morning when Ms Booklet enters the office, she can still see that see is

absent : the corresponding LED is still ON. Now she switch herself present again.


2401 Ms Booklet

2402 Mr Novel

2403 Ms Script

Common Park

Private Park

Absent Present

The scenarios also demonstrate how users can handle calls in various states, bypressing the speed dial keys.

Sc en a r i o 2 : A M a n a g e r a n d h i s Se c r e t a r y

This scenario shows a manager working with his secretary, for a firm called Coopers.The diagram shows the Manager (John) and his secretary (Jane).

John has a Private number 1510 (for private calls) and a Business number 1511for business calls. Jane's phone (1512) has been set up to monitor only calls on John's

business number : she can not monitor calls on his private number.

The Manager Secretary at Coopers

In this scenario, the following activities are performed :

Receiving a Private Call

Making a Private Call Receiving a Business Call Absent/Present Switching

Transferring a Business call


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Receiving a Private Call

John is called by his wife on his private number 1510.Note that Jane is not aware of the fact that John is receiving a private call.

Johns extension 1511 Janes extension 1512

1511 John 1512 Jane

1510 Private 1511 John

1512 Jane Absent Present

Absent Present

Making a Private Call

John is making a call using his private number 1510: again Jane is not aware of thefact that John is making a private call.


1511 John 1512 Jane



Absent Present

Receiving a Business Call

John is called on his business number 1511.Note that Jane is now aware of the fact that John is receiving a business call.


1511 John 1512 Jane1510 Private 1511 John


Absent Present

After answering this business call the LEDs are ON.


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Absent for business calls

John is very busy, so he wants his business calls to be handled by Jane.To establish this, John has to switch himself absent.


1511 John 1512 Jane



Absent Present

During his absent status, business calls to John are routed to Jane.

Transferring a business call while John is absent


1511 John 1512 Jane



Absent Present

Jane receives and answers the business call of John who is absent.

In case the party Jane is talking to, urgently needs to speak to John, Jane can press

the Trnsfer softkey, followed by the speed dial key of John and pressing

the Trnsfer softkey once more.


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APPENDIX A PROGRAMMING EXAMPLES

In this appendix the programming in the iS3000 and the Polycom Speed Dial keys isgiven for the scenarios.

In the programming examples it is assumed that the iS3000 is running package

SIP@Net 4.1. In this package a number of boundaries must have the correct value :see the SIP in iS3000 - Customer Engineer Manual.For Polycom terminals the following line has to be present in the sip.cfg file :

f eat ur e. 1. name="pr esence" f eat ur e. 1. enabl ed="1"

Further for each speed dial key that requires a status indication by means of the LEDsthe following field has to be present in the -directory.xml :

1

The Polycom term for status monitoring is called buddy watching.It is not necessary that all terminals are Polycom terminals : a mixture with ErgoLineterminals and BaseLine Pro SIP terminals is also possible.

Sce n a r i o 1 : A w o r k i n g d a y i n a Gr o u p A r r a n g e m e n t

iS3000 OM Commands :


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Directory.xml file of Ms Booklet - 2401

Mr Novel 2402

2402230010

Ms Scr i pt240324033

30010

Par kCommon24001430010

Par kPr i vate24011530010

Pr esentAbsent *48630010


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Directory.xml file of Mr Novel - 2402

Ms Bookl et 2401

2401230010

Ms Scr i pt240324033

30010





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Directory.xml file of Ms Script - 2403

Ms Bookl et 2401

2401230010

Mr Novel 240224023

30010





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Sc en a r i o 2 : A M a n a g e r a n d h i s Se c r e t a r y

iS3000 OM Commands :


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Directory.xml file of Jane - 1512

J ohn1511230010

Pr esentAbsent #77

330010


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