# Hot Desking - Description

Hot Desking allows anyone with a Hot Desk DN and User PIN to log in to an available hot desk-enabled telephone. Once logged in, the user can

- Receive incoming calls at the set

- Place outgoing calls

- Retrieve voice messages

- Program and use feature keys

Hot Desking allows a number of users to share one or more hot desk sets. Hot Desking is ideal for telecommuters, sales agents, and other employees who spend only part of their time in the office. With Hot Desking, a company does not have to provide a dedicated phone for each of these employees. Instead, the company can make a pool of shared phones available on a first-come, first-served basis.

Hot desk sets are supported IP sets provisioned for Hot Desking through their assigned COS. Hot desk users are assigned directory numbers and User PINs through the Multiline IP Sets form.

## Hot Desk Session

When a user logs in to a hot desk set, the system associates the user's settings—such as directory number, COS/COR settings, display preferences (such as language), and button programming—with the set.

The system, however, continues to use the Customer Emergency Services ID (CESID) programmed for the set's registration DN. For example, if someone makes an emergency call from a hot desk set, the system sends the CESID associated with the hot desk set regardless of which profile (set or user) is active on the phone. If the set's registration DN is not available, the system sends the default CESID.

For local notification (SMDR log and attendant console), the system displays the DN and name of the active profile (if available). If a hot desk user is logged in, the user's DN and name are displayed.

NOTES:

- A hot-desk user logged into a set uses the time zone (see Network Zones form) assigned to the physical set DN (through Zone ID in the User and Services Configuration form).

- For remote hot-desk users logging in to the physical set DN, ensure that the zone ID in the Network Elements form of the local node, where the DN is programmed, has a time zone specified in the Network Zones form. If no time zone is specified, then the physical set uses the time zone specified in the Server Manager (Configuration > Date and Time) of the system where the DN is programmed.

- If you change the zone settings for a set while a hot desk user is logged in on that set, the hot desk user must log out and log back in before the new zone settings are applied.

Once logged in, the user can use or change programmed settings for the following features:

- Call forwarding (all types)

- Callback messages (message waiting indicator)

- Auto Answer

- Do Not Disturb (DND)

- Last Number Redial

- Timed Reminder

- Triple Ring Callbacks

- Advisory Status Message

When a user is logged in, the hot desk user's DN is in service and the hot desk set's DN follows out of service handling. On logout, the hot desk user's DN follows out of service handling. If required, incoming calls can be forwarded to the user's voice mail.

When a user is logged in, the hot desk user's DN is in service and the hot desk set's DN follows Call Forwarding No Answer at the hot desk DN or the intercept handling for out of service DNs if call forwarding in not programmed. On logout, calls to the hot desk user's DN go to the Call Forwarding No Answer destination programmed for the DN or the No Answer destination specified in the Call Rerouting First Alternatives form.

If there is a line appearance of the user or phone DN on another device, that DN remains in service and incoming calls are presented at the line appearance.

When a user logs out, the hot desk set's DN comes back into service and the set's profile—including feature settings— is reapplied. For example, pressing "Redial" dials the last number dialed before the user logged in.

## Network Configuration

Hot Desking is supported on individual ICPs and on network clusters. Hot desk sets and users can be programmed for resiliency when provisioned on clustered networks.

Single Controller: Hot desk users programmed on a single node can only log in to hot desk sets on this node. Any attempt to log in to a set hosted on a different ICP will fail.

If the ICP fails, ongoing calls survive but feature access is unavailable and the hot desk user is logged out. The user cannot log in until the ICP comes back into service.

Single Controller diagram

Network Cluster: Hot Desk users programmed on clustered networks can log in to any hot desk set in the cluster. On login, the set is redirected to the user's host ICP.

If the set and user are not programmed for resiliency, then on failure ongoing calls survive but feature access is unavailable and the hot desk user is logged out. The hot desk user cannot log in to the set until the failed ICP (either the set's or user's host ICP) comes back into service.

Network Cluster diagram

Resilient Cluster: If both the set and user are programmed for resiliency, then the hot desk user does not lose service if the hosting controller fails. Instead, the IP phone registers for call service with the secondary controller and the user remains logged in.

The user can still place and receive calls, and access call features using FACs or phone buttons. However, the user cannot access Superkey functions while the set is hosted on the secondary ICP.

NOTE: During failover (to the secondary ICP) and failback (to the primary), a progress bar on the phone display indicates that the phone has been redirected to another ICP and is attempting to establish a connection.

On resilient clustered networks, hot desk users will remain logged in until they log out (or log in elsewhere) or are logged out by an administrator invoking "remote" logout. The hot desk session survives the following error conditions:

- Set loses then re-establishes a connection to the ICP

- Set fails over to a secondary ICP

- Set fails back to the primary ICP

- Host ICP fails and reboots

- Host ICP is restored, converted, upgraded, or updated.

Persistent Hot Desking

Persistent Hot Desking is a behavior that is enabled when the resiliency programming of a Hot Desk DN matches the resiliency programming of the set which the user is currently logged on.

Persistent Hot Desking is enabled:

- If the primary and secondary controllers of the Hot Desk DN and the set is same.

- If the Hot Desk DN and the set has the same controller as primary with no secondary controller.

Persistent Hot Desking is disabled:

- If the primary and secondary controllers of the Hot Desk DN and the set are different.

If the Persistent Hot Desking is enabled, the Hot Desk login persists in the following conditions:

NOTE: If Persistent Hot Desking is not enabled, then the Hot Desk login will not persist for the following conditions:

- Set resets

- Set loses power or has its power recycled (for example, by unplugging and plugging back)

- Set upgrades its firmware

- Set (Minet only) can no longer connect to primary and secondary controllers due to network failure after the duration specified by Link Maintenance - Out of Service Reset Timer in the Controller Registry form.

Resilient Cluster diagram

NOTES:

- If the set resets and the controller to which the set was last connected resets before the set re-connects, Hot Desk login will NOT persist.

- For resilient Hot Desking, both the hot desk user's DN and the hot desk phone must be configured for resiliency.

Related Topics

- Hot Desking Conditions

- Hot Desking Programming

- Program Nodal Hot Desking

- Program Clustered Hot Desking

- Hot Desking Login

- Hot Desking Logout

- Program Nodal Hot Desking

- Hot Desking PIN Change

- Hot Desking Troubleshooting

- Hot Desk PIN Security