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OfficeSuite White Label UCaaS Now Supports Polycom VVX1 phones and features!

OfficeSuite White Label UCaaS Now Supports Polycom VVX1 phones and features!

 

Our award-winning, industry-leading OfficeSuite White Label UCaaS solution now supports Polycom VVX1 phone models.  Additionally, the Polycom phone feature set has been enhanced to give you and your end users even more flexibility in designing or supporting additional monitor and answer use cases.  There are now four different Busy Lamp Field (BLF) and Monitor functions, as well as new Programmable Memory Keys.

 

  • Polycom VVX0 models 300/310, 400/410, 500 and 600 will be upgraded to VVX1 models 301/311, 401/411, 501 and 601 without any change in price.
  • VVX Directory search speed improvements useful for large organizations and or navigating common last names
  • VVX 500 new hardware support for any customer-provided phones
  • For all NEW Extension Call Recording (ECR) customers, regardless of Mitel or VVX phone, dialing “8” is no longer needed.

 

Note: Existing users of the feature will continue to dial as they do today (e.g. with escape 8), but may request the change to the new method by calling the Hosted Services Support Center at 800. 571.0444. For NEW ECR customers, Call Recording will be enabled and allow the tenant admin to select on a per-user basis mandatory or on-demand ECR.

 

With the NEW release, we are introducing four different BLF/Monitor key functions! Depending on whether users want to answer a monitored phone or hear a ring when the monitored phone rings. Additionally, we are introducing new options for transferring a call to a monitored extension.

For general clarification our Monitor Group terms are as follows:

  • Monitor Primary (Also Monitored Party or Monitored User): This is the extension being monitored and/or answered by another.
  • Monitor Secondary (Also Monitoring Party): This is the extension that is monitoring the status and/or answering for the above.

This new release brings capabilities our users will love! See the examples below.

  • For Attendants (Switchboard Operators, or Receptionist for large teams):
    • There will be no audible alert when monitored users are ringing
    • There will be no more incoming popups when monitored users are ringing
    • Users will have one touch (blind) transfer of an active call to a monitored user
    • Users will have one touch ability to pick up a ringing call to a monitored user
  • Assistants (Admin Assistants or Receptionists for smaller teams) will:
    • Be able to configure an audible alert when any monitored user is ringing
    • Be able to configure an incoming popup when a monitored user is ringing
    • Have the ability to answer incoming calls for a monitored user
    • Have the ability to see who is calling the monitored user
    • Have the ability to consult with the monitored user before transferring the call

 

New and changed VVX Programmable Memory Keys, four (4) in total!

NOTE: If Monitor Extension key is programmed on a VVX phone, it will change to the new behavior described below after the upgrade.

 

Now, when using the Monitor Extension, Answer Extension, Attendant Monitor and Attendant Answer keys they will behave as follows:

  • Monitor Extension
    • Shows Monitor Primary busy/idle state
    • When pressed, places the active call on hold and dials the primary.
    • No Caller ID presented (unless the user is granted ANSWER permission) then press and long hold a busy BLF to see the Caller ID info)
    • No alert or screen splash to Monitor Secondary when Monitor primary is ringing, even with Answer permissions.
  •  Answer Extension
    • Enables secondaries with answer permissions to answer calls to the primary
    • Allows users to press alerting key to answer a call
    • Lets user configure an audible alert
    • Has a screen pop with caller info
    • Always provides caller ID in a pop-up when available.
    • When pressed, places the active call on hold and dials the primary.
  • Attendant Monitor
    • Available to secondaries with monitor permissions
    • Provides Monitor Primary busy/idle states only (no ringing state shown)
    • Does not provide Caller ID info, unless the user is granted ANSWER permission, then press and long hold a busy BLF to see the Caller ID info
    • No ringing option (It does not ring since answer is not the intent)
    • Allows for a “no screen pop-up” option
    • Allows for a “no answer” option
    • Blind transfers an active call to the primary when pressed, even if Primary is busy. (Rings primary’s available line key; goes straight to coverage if no line key is available)
  • Attendant Answer
    • Now available to secondaries with answer permissions
    • Provides busy/idle/ringing states
    • Always includes Caller ID when available
    • Has no audible ringing – just flashes green.
    • Suppresses screen pop in ringing state
    • Answers the ringing call, in the ringing state, when pressed
    • Allows you to blind transfer an active call to the primary when pressed, even if Primary is busy. (Rings primary’s available line key). (Goes straight to coverage if no available line key)

 

The following charts give show what functions can be performed by which keys.

Function Monitor Monitor Extension Answer Extension Attendant Monitor Attendant Answer
Requires Monitor Permissions Yes Yes Yes Yes
Requires Answer Permissions Yes Yes
Speed Dial to Monitored User Yes Yes Yes Yes
Provides Busy/Idle Key State Yes Yes Yes Yes
Provides Ringing State
(Flashing key while monitored party’s phone is ringing)
Yes
Configurable audible alert when any monitored user ringing Yes
One-touch pickup (answer) of rining call to monitored user Yes
Active call transfer method ** 2 2 1 1
Always includes CallerID when available + Yes + Yes

 

*Via Configure Ring Tones on My Phones page (Low Double Trill or Silent)

**Active call transfer methods:

  1. One-touch (blind) transfer of Active call to monitored user
  2. Places an active call on hold and dials the primary when pressed.
  3. Takes a free line key
  4. Transfer to the other party by joining or conferencing the calls, then drop once the two parties are joined. (This allows for the choice of consultative transfers – attended and unattended)

+ If Answer permissions granted, then can query the caller ID info by pressing and long holding a busy BLF

BLF Key Type Monitor Extension Answer Extension Attendant Monitor Attendant Answer
What happens to the BLF Key when the monitored party is ringing? Nothing –
(This key type only lets you see busy/idle state)
It flashes and I get a screen pop, and (optionally my phone rings) Nothing –
(This key type only lets you see busy/idle state)
It flashes and I get a screen pop, and (optionally my phone rings)
What happens when the monitored party is ringing… And I press the BLF key? Speed dial to monitored extension

(It does not answer the call)

Answers call when pressed Speed dial to monitored extension

(It does not answer the call)

Answers call when pressed
What happens when… Both phones are idle and I press the BLF Key? Speed dial to monitored extension Speed dial to monitored extension Speed dial to monitored extension Speed dial to monitored extension
What happens when… I am on an active call and I press the BLF Key? The active call is placed on hold and I call the monitored person.

(Join or conference the parties. Then drop if you wish)

The active call is placed on hold and I call the monitored person.

(Join or conference the parties. Then drop if you wish)

The active call is immediately transferred to the monitored person

(This is a blind transfer)

The active call is immediately transferred to the monitored person

(This is a blind transfer)

 

Availability of Caller Information on a BLF
Key Type BLF Flashing (Ringing) BLF Solid (Busy)
Monitor Extension n/a
(There is no flashing. These are monitor keys)
Press and long hold BLF
(Need answer permission) (If you press quickly it is a speed dial to them)
Attendant Monitor
Answer Extension Screen pop with optional ring Press and long hold BLF (If you press quickly it is a speed dial to them)
Attendant Answer Press and hold BLF (If you press quickly it is a speed dial to them) Press and long hold BLF (If you press quickly it is a speed dial to them)

 

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