# External Hot Desking - Operation

## Logging In

To log in from an external location, dial the DID number terminating on the Hot Desking Access Number—for example, 613-555-1234 where 1234 is the access number as programmed in the System Access Points form. Then, enter a hot desk user directory number and User PIN. Users with Permanent Login enabled in their Class of Service are not required to log in. Login assistance can also be provided by deploying the Call Recognition Service on the system.

The following conditions apply to External Hot Desk Login:

- A Hot Desk user who tries to log in with a default or expired PIN is automatically rerouted to the IVR
  Interactive Voice Response is an automated call handling system in which the caller interacts with a computer device which can interpret and react to voice or touch tone commands. The interaction can be through the use of a touch tone telephone or through speech recognition. This telephone-based application prompts the inbound caller for information using a recorded or synthesised human voice. Most IVR systems do not allow the caller to respond by voice, but require user input through touch-tone response. system in MiCollab Nupoint UM for a PIN change.

- The hot desk user DN must be idle (no ringing, active, or held call) before logging in.

- If the user is currently logged in on an internal hot desk set, the set is logged out and the external device is logged in. The reverse also applies: when a user logs into an internal host desk set while logged in on an external device, the external device is logged out and internal set is logged in. In both cases, the log-out/log-in can only occur if the logged in device is idle.

- A permanently logged in external hot desk user may log in at an internal hot desk set. The external location is automatically logged out. When the internal hot desk set logs out, the user is automatically logged back into the external location.

- If the Permanent Login COS option is disabled while a user is logged in, the user will remain logged in until a manual logout is performed or a system reset occurs.

To log in from an external location:

1. Dial the Hot Desking Access Number.
   If valid, the caller hears ringback tone followed by initial dial tone.

2. Enter the Hot Desk User directory number.
   If valid, the user hears dial tone.

3. Enter the User PIN.

4. Press #.

If the Hot Desking Access Number, DN, and PIN are valid, then the external device is logged in and confirmation tone is returned; otherwise, the user hears reorder tone. Once logged in, the user may make a new call or hang up and remain logged in.

### Lockout Mechanism for Failed Log-in Attempts

See PINs (User).

## Logging Out

An external hot desk user can also be logged out remotely by dialing the Remote Logout feature access code and the user's DN. Optionally, a hot desk user can be automatically logged out by the system.

The following conditions apply to hot desk logout:

- Logout is immediate if initiated from an idle phone (no ringing, active, or held call). If the external device is busy or has a call on hold on any line, the user can still initiate a logout by doing a mid-call transfer and dialing the Hot Desk Logout feature access code. After the external device returns to idle state, the logout takes effect.

- An external hot desk user cannot be logged out if there are any ringing line appearances of the external device.

- An EHDU cannot be logged out if it has "Hot Desk User Permanent Login - External Only COS" is enabled its in Class of Service.

To log out from an external location:

1. Dial the Hot Desking DID Number (i.e., the DID number that terminates on Hot Desking Access Number).

2. Enter the Hot Desk User directory number.

3. Enter the User PIN.

4. Press #.

5. Dial the Hot Desk logout feature access code.

If the Hot Desking DID Number, DN, and PIN are valid, then the external device is logged out and confirmation tone is returned; otherwise, the user hears reorder tone.

To initiate a logout while the external device is busy on a call

- Dial 2.

- Enter the Hot Desk Logout feature access code.

To log out from a remote location (this feature must be allowed by your System Administrator through the Class of Service):

1. Dial the Remote Logout access code.

2. Enter the hot desk user DN.

To log out a hot desk user automatically, set Hot Desk Auto Logout Timer or see Scheduling Hot Desk User Logouts.

## Changing the External Number

Users can change (but not delete) their external number at any time to have their calls directed to a different location.

A valid external number is 1 to 26 digits in length and can include "*" and "#". To use "#", the "Disable End of Dial Character (#)" system option must be set to "Yes." The 26-digit maximum includes the prefix digit(s) required to access an outgoing trunk.

NOTE: While "#" is supported within a dialing string, it is not recommended practice to use this character other then at the end of the string where it is used to signal the system. With PIN numbers, for example, the "#" causes the system to return dial tone allowing the user to resume dialing.

To change the external number from an external location:

1. Log in.

2. Enter the Hot Desk User External Number - Store FAC (feature access code).

3. Enter the new number. Do not include the ARS prefix.

If successful, confirmation tone is returned.

To change the external number while logged in at a internal hot desk set:

1. Enter the Hot Desk User External Number - Store FAC (feature access code).

2. Enter the new number. Do not include the ARS prefix.

If successful, confirmation tone is returned.

## Changing the User PIN

To change the User PIN:

1. Log in.

2. Dial the User PIN Store feature access code.
   Dial tone is returned.

3. Enter the current PIN followed by # (optional).
   Dial tone is returned.

4. Enter a new PIN followed by # (optional).
   Dial tone is returned.

5. Re-enter the PIN to confirm it.
   Confirmation tone is returned.

6. Hang up.

## Making and Answering Calls

When logged in, users can make outgoing calls over system trunks as if they were a regular extension user. Calling privileges, as usual, are subject to the Class of Service and Class of Restriction assigned to the user's directory number.

Upon going off-hook, the user hears internal message waiting tone if messages are waiting and the COS option 'Message Waiting – Audible Tone Notification' is enabled. If features, such as Do Not Disturb, or Call Forwarding are in use, the user will hear feature active dial tone.

By default, calls to an external hot desk user's DN are answered by the user going off-hook and pressing any key on the dial pad. The alternative, which is controlled by the 'External Host Desk User - Push to Talk' COS option, requires only going off-hook.

## Using Mid-Call Features

The external hot desk user can invoke mid-call features from the keypad while active on a PSTN
Public Switched Telephone Network. The worldwide analog voice network accessible to all those with telephones and access privileges. trunk. These features include, Hold/Hold Retrieve, Transfer, Conference, Swap and Cancel Call. See the table below for the complete set of mid-call features. External hot desk DNs that terminate at private network destinations will invoke features on their hosting PBX and not the hot desk DN host node.

Each mid-call feature is invoked either by entering a fixed single-digit code (the default method) or a system-based feature access code. The invocation method is specified in the System Options form.

Feature | Fixed Single-Digit Code | Equivalent Multi-Digit FAC Feature Access Code. A special pattern of characters dialed by a telephone user to turn a feature on or off. | Usage Notes
Hold/Retrieve | 1 | Call Hold | The external hot desk user is given camp-on tone to indicate that the hold request was successful. Subsequent camp-on tones are applied at intervals specified by the Camp-on Repetitive Tone Timer in the System Options form. While the call is on hold, the only mid-call feature available is Retrieve. All other key presses are ignored. Only the external hot desk user can retrieve the held call. Other appearances of the held line cannot be used to pick up the call. If an external hot desk user hangs up while they have a call on hold, they will be recalled. No recall indication is provided to the user, only the calling party ID.
Transfer | 2 | User Flash | Both supervised and unsupervised transfers are supported. To return to the call on soft hold while listening to dial tone (i.e., before dialing the transfer destination) the user must dial the Call Hold – Retrieve FAC.
Conference | 3 | Conference | The user may add more parties to an established conference by selecting Transfer, and calling the additional party. Upon answering, the user presses the Conference DTMF key to add the party to the conference. Conferences established by external hot desk users cannot be split. Swap is not supported on conference calls and is ignored if attempted.
Swap/ Camp-on Retrieval | 4 | Swap | Swap alternates between two calls. Camp-on Retrieval connects the external hot desk user to a camped on call. NOTES External hot desk users receive camp-on tone but no visual indication of camped on calls. If external hot desk users subscribe to the "call waiting" feature from their service provider, they must learn to distinguish between call waiting tone and camp-on tone before selecting the appropriate feature access code.
Handoff | 5 | Handoff | Pushes the call back to, or takes it from, the user's Personal Ring Group. See Handoff (Personal Ring Groups) for more information.
Cancel Call | # | Forced Party Release | Terminates the current call and returns dial tone. Typically used when the called party is not answering or when encountering a busy signal.
Remove Digit Detector | * | Not supported | Disconnects the DTMF receiver allowing the user to interact with services and applications such as voice mail, long distance carriers, and telephone banking. Once the digit receiver is removed it cannot be started again for the duration of the call. The user would need to start the call again to obtain a new receiver. NOTE: The Remove Digit Detector feature is not required when using system-based FACs to invoke mid-call features.
User Flash | Not supported | User Flash | Puts the current call on soft hold and returns dial tone, allowing the user to place another call or invoke a feature.

## Feature Access Code Support

A logged in external hot desk user may invoke any of the following features by dialing the associated feature access code while listening to dial tone:

Call Forwarding – Busy (External Source) Call Forwarding – Busy (External & Internal Source) Call Forwarding – Busy (Internal Source) Call Forwarding – Follow Me Call Forwarding - I Am Here Call Forwarding - No Answer (External Source) Call Forwarding - No Answer (External & Internal Source) Call Forwarding - No Answer (Internal Source) Call Hold – Retrieve Call Park Call Park – Retrieve Campon – Retrieve Cancel All Forwarding Cancel Call Forwarding - Busy (External & Internal Source) Cancel Call Forwarding Follow Me Cancel Call Forwarding Follow Me - Remote | Cancel Call Forwarding - No Answer (External & Internal Source) Clear All Features Conference Call Direct Page Do Not Disturb Do Not Disturb – Cancel Group Presence – Join Group Group Presence – Leave Group Hot Desk Logout Hot Desk User External Number – Store Swap Transfer Loudspeaker Paging User Pin – Store User Flash MWI

Related Topics

- External Hot Desking - Description

- External Hot Desking - Conditions

- External Hot Desking - Programming

- External Hot Desk User Callback

- Call Recognition Service

- Hot Desk PIN Security

- Hot Desking - Logout