# Multi-device User Group

## Description

A Multi-device User Group (MdUG) contains members who are programmed as Multi-device users. There are two types of Multi-device user groups:

- Standard groups are licensed collectively consuming one Multi-device Users (MDU) license per group. Personal Ring Group (PRG) members programmed as Full Service users consume an IP User license. Members programmed as Trusted Service users do not consume an IP User license.

- A Multi-device Users license is not required for External Twinning but an IP User (IPU) license must be available and is consumed on the primary node. If the user is an External Hot Desk User (EHDU), an EHDU license must be available and is consumed on the primary node.

NOTE: As of MiVoice Business Release 7.2, if an IPU license is not available, an MDU license is automatically consumed instead. See Multi-device User License Consumption for IP Users for more information.

The following table describes MdUG device behavior for various call scenarios. A two-member MdUG is used as an example; a larger group would behave the same way. The example also describes LED states on a BLF key programmed to monitor the MdUG pilot number (Member 1) and the treatment calls to the MdUG receive.

Table 1: Behaviors for Typical MdUG Call Scenarios

Scenario | Member 1 Action | Member 2 Action | MdUG/PRG BLF Status | Caller Treatment
(1) Call to an IDLE MdUG (no member busy). | Ring | Ring | Flash (ringing) | Ringback
(2) Call to an IDLE MdUG, member 1 is busy on a non-prime line (i.e., a DN that is not a member of the MdUG/PRG). | Ring | No Ring | Flash (ringing) | Ringback
(3) Call to an IDLE MdUG, member 1 is busy on a non-prime line. Member 1 hangs up the call on the non-prime. | Ring | Delayed Ring (delay is timer controlled) | Flash (ringing) | Ringback
(4) Member 1 is busy on prime line, which is a member of the MdUG). Call to the MdUG. |  |  | Steady on (busy) | Follows busy handling
(5) Member 2 is busy on prime. Call to the MdUG. |  |  | Steady on (busy) | Follows busy handling
(6) Member 2 is busy on non-prime line. Call to the MdUG. | No ring | Ring | Flash (ringing) | Ringback
(7) Member 1 is busy on prime line. Member 2 goes off hook. |  | IP Device Only Service takes effect | Steady on (busy) |
(8) Member 1 is busy on non-prime. Member 2 goes off hook. |  | IP Device Only Service takes effect | Off (idle) |
(9) Member 1 is busy on either prime or non-prime line. Member 2 attempts to answer a ringing key line on a non-prime line. |  | Not allowed | Steady on (busy) if prime line |
(10) Member 1 busy on prime line and places a caller on hard hold. Member 2 goes off hook. |  | Able to make a call | Steady on (busy) |
(11) Member 1 busy on non-prime line and places caller on hard hold. Member 2 goes off hook. |  | Able to make a call | Off (idle) |

## Conditions and Feature Interactions

### Standard and External Twin groups

- MdUGs differ from regular PRGs in the following ways:

- All members, including the prime member, must have a Service Level of Multi-device
  This Service Level indicates that the directory number (DN) is assigned to a user that has only basic telephony functionality (e.g., emergency or attendant calls) until programmed as a member of a Multi-Device user group or suite. The DN does not use an IP User License. However, the group or suite has a Multi-device Users or Multi-device Suites license which one person can use at a time in order to receive full telephony service..

- When one member of the group is engaged in a call:

- - callers will receive a busy signal (in other words, "One Busy All Busy" is always enabled) unless there is another way to ring the active set, for example via a multicall appearance key. In which case, the active set rings; other MdUG member sets do not ring even if they are in the multicall group. To answer the call on the active set, the user must put the first call on hold.

  - the other members of the group will be restricted to IP Device Only
    This Service Level indicates that the directory number (DN) is assigned to an unlicensed device that has only basic telephony functionality (emergency or attendant calls). The device becomes functional when a hot desk user or hot desk ACD agent logs into it. behavior (similar to Phone Locked activation for a regular set).

- When the group is deleted or the prime member is removed from the group, the prime member becomes a Full Service
  This Service Level indicates that the directory number (DN) is assigned to a standard user and device with full telephony functionality. user and consumes an IPU or MDU license.

NOTE: That same prime member cannot be made a Multi-device User Group prime member again until its DN is deleted, and then re-added. The reason why is that Full Service is a less restricted service level than Multi-device and going from a less to a more restricted level is not allowed. See Assigning a Service Level to Records for more information on changing the Service Level of a DN.

- It is not possible to delete the group while any one of its members is logged in as a Hot Desk User or External Hot Desk User (EHDU).

- Busy Lamp Field (BLF) is supported only for prime DNs of MdUG member phones.

NOTE: The above behaviors also apply to multicall appearances of the MdUG prime member.

- A MdUG is considered present when at least one member of the group is present.

- MdUG DNs can be included in Emergency Hunt Groups.

- MdUG member devices, as with PRG devices, can have line appearances. Unlike PRGs, how incoming calls on the lines are presented to MdUG members and whether the lines are accessible is based on which of the MdUG members devices is active.

- Multi-device DNs cannot be programmed as appearances on other sets with one exception: if the DN is the prime of an Multi-device user group, then it can be programmed anywhere.

- ACD sets and agents cannot be programmed as prime or non-prime members of MdUGs.

- Single Line Phones cannot be programmed as prime or non-prime members of MdUGs.

- Multi-device users can call Emergency numbers (for example. 911) regardless of whether they are in an MdUG.

- Multi-device users cannot be members of Emergency Hunt Group.

- Non-prime members of MdUGs cannot be called directly. Therefore, multi-device users should not be configured as CESID callback numbers.

- Announcements - a Call Coverage Service that can be assigned to the group's prime member (using the User and Services Configuration form). If configured, announcements are played to the caller when queued to the requested group.

- MdUG members should use Group Presence rather than ACD Make Busy when they don't want to be presented with group calls.

- Displays on 69xx devices that are members of an MdUG phones show "Ongoing Call" against the prime line when another member of the MdUG (Party A) is active on a call. Pressing the prime line while displaying "Ongoing Call" pulls the call to the device and replaces the "Ongoing Call" label with call ID information. Pressing the prime line in this state does nothing. To push the call back to the original device, use the Push Call softkey or Handoff feature key.

- When invoked by a non-prime member of a Personal Ring Group (PRG), Multi-Device User Group (MDUG), or an External Twin Group, the call forwarding setting of the prime member of the group is followed.

- DSS calls to a monitored PRG or MdUG prime DN adheres to members' presence, that is, DSS calls will only ring the present members. If all the members of the group are absent, then the DSS call returns a DND tone.

- Recall applies to the individual MDU DN in a group as it does for existing PRGs.

### External Twin groups only

- Creating or changing a Standard group to an External Twin group:

- The group can contain ONLY two members (including the prime member).

- An IPU or MDU license must be available and is consumed on the primary node.

- If the prime member is an EHDU or the group contains a non-prime member, an EHDU license must be available and is consumed on the primary node.

- Changing an External Twin group to a Standard group:

- A Multi-device Users license must be available on the primary node.

- An IP User license is returned on the primary node.

NOTE: If the External Twin group was consuming an MDU license (because an IPU license was not available), there will be no change to license consumption - an MDU license will continue to be consumed. For more information, see Multi-device User License Consumption for IP Users.

- Adding or replacing a non-prime member to an External Twin group:

- An EHDU license must be available for consumption on the primary node.

### Licensing differences between a Standard MdUG and External Twin group

External Twin groups consume an IP User license and an EHDU license. No multi-device licence is needed. However, if no IPU license is available (all are consumed or none are allocated), the system automatically consumes an MDU instead of an IPU license.

See Multi-device User License Consumption for IP Users for details.

### MdUG Limits

Use the following table to determine the maximum number of devices and Multi-device User Groups that can be deployed on a system, depending on the MiVoice Business platform.

- This table lists the maximum possible values; however, depending on the deployment, not all these maximums may be configured at the same time.

- The maximum MdUG values are based on the assumption that there are only two devices per user. If there are more devices per user, the number of MdUGs will proportionally decrease.

- If you wish to implement different values, consult your Sales Engineering or Professional Services representative.

MdUG Limits for Different MiVoice Business Platforms
Platform | Users | Devices | MiTAI | HCI | MdUG
AX | 300 | 300 (see Note 1) | 1000 | 2500 | 200
CXII | 150 | 700 (see Note 2) | 2000 | 5000 | 100
MXeIII | 300 | 700 (see Note 2) | 2000 | 5000 | 200
MiVoice Business Virtual 150 | 150 | 5600 | 5600 | 5600 | 100
MiVoice Business Virtual 1500 | 1500 | 5600 | 5600 | 5600 | 1000
MiVoice Business Virtual 2500 | 2500 | 5600 | 5600 | 5600 | 1666
MiVoice Business for ISS | 5000 | 5600 | 5600 | 5600 | 2800
MiCollab with Voice Business Express150 | 150 | 5600 | 5600 | 5600 | 100
NOTES Although 700 licences are available for programming, there is a physical limit on this platform that restricts deployment to less than 300 physical devices. This is the default value, but it can be increased to 5600 at initial configuration.

### Example: UCC Deployment with MiCollab Client monitoring

In this example:

- UCC user licenses are divided as follows: 25% Entry level, 50% Standard level, and 25% Premium level.

- 1 user = 1 MdUG

- The AX is device- and user-limited.

- AX, CXII, and MXeIII are device-limited to 700; all other platforms are device-limited to 5600.

Platform | Users | Devices | MdUG
AX | 100 | 275 | 100
CXII | 80 | 220 | 80
MXeIII | 160 | 440 | 160
|  |  | 500
MiVoice Business Virtual 150 | 80 | 220 | 80
MiVoice Business Virtual 1500 | 800 | 2200 | 800
MiVoice Business Virtual 2500 | 1000 | 2750 | 1000
MiVoice Business for ISS | 10 | 2750 | 1000
MiCollab with Voice Business Express150 | 80 | 220 | 80

### Resilient External Twin and Standard MdUG rules

- For Standard groups, the following provisioning activity must be initiated on the primary node:

- Add or delete a member.

NOTE: The Presence field is still available on the secondary node.

- For Standard groups, the following rules apply on the secondary node:

- You can add, replace, and delete a Standard MdUG.

- For External Twin groups, the following rules apply on the secondary node:

- You can replace External Twin members but you cannot add or delete them. You can still add, replace, and delete standard MdUGs.

- When programming resilient External Twin groups, the secondary node must be running MiVoice Business Release 6.0 or later (does not apply to Standard MdUGs) and be in sharing mode.

- The non-prime member and prime members of an External Twin group must have the same primary MiVoice Business system. This restriction does not apply to Standard MdUGs.

IMPORTANT: Because Multi-device DNs in Multi-device user groups and suites cannot be called directly, emergency services personnel will be unable to place emergency callbacks to them. Follow the configuration and operational guidelines below to minimize the possibility of a mishandled emergency call:

- Do not configure Multi-device DNs as CESID
  Customer Emergency Service Identification. The CESID is a number that uniquely identifies the device that dialed 911. The CESID is fed into the automatic location identification (ALI) database at the Public Safety Answering Point (PSAP) so that emergency services can be dispatched to the correct location. callback numbers. Use the Prime or Pilot number for the group or suite instead.

- If the customer’s local state or provincial regulations require a unique CLI
  Calling Line Identification or Command Line Interface for each telephone, avoid Multi-device user groups or suites. Instead, provision conventional PRGs or suites and use Full Service DNs.

- If the customer is using CESIDs to locate the physical location of the specific device within the Multi-device User Groups, care must be taken as the CESID will not necessarily equate to a dialable number in a Multi-device User Groups scenario.

- Emergency Service calls from Cell/Mobile or any other off-system device should not be made through the MiVoice Business system, unless unavoidable. Calls from off-system devices should be made directly to the Emergency services so that the Emergency services personnel can locate the caller.

## Programming

1. License and Option Selection form

- Allocate licenses for each Multi-device user group:

- - Standard group: Allocate one Multi-device Users license.

  - External Twin group: Allocate one IP User or license and one EHDU license for each group. No Multi-device Users license is required.

2. Multi-device User Groups form

- Assign a prime DN as the group pilot number.

- Select the Group Type: Standard or Twin.

- Assign the group members.

3. If required, assign and configure the required Call Coverage Services using the User and Services Configuration ( ) and Call Coverage Services ( ) forms.

## Device Support

All devices

## Operation

None

Related Topics

- Ring Groups - Personal

- Handoff (Personal Ring Groups)