# Group Presence

## Description

Group Presence allows members of call groups (Hunt, ACD, Ring, Personal Ring, and Multi-device User) to make themselves absent or present in a group. Only members who are present in a group are offered calls to that group.

With Personal Ring groups, Group Presence lets users choose which of their personal answer points they want to receive their calls at by making it 'Present' and the others 'Absent.' (Group Presence for Personal Ring Groups is referred to in the System Administration Tool and other management interfaces as Personal Presence and Personal Ring Group Presence.)

Users can also be permitted to change the presence status of other users, allowing ACD supervisors, for example, to control which agents are available to take calls to a particular ACD group.

Users belonging to multiple groups can control their presence in each group separately through the use of feature keys (one for each group), or by dialing a feature access code (FAC) followed by the group pilot number. ACD agents can join or leave all the ACD groups they belong to by dialing a single FAC.

Group Presence and Personal Presence FAK LEDs are lit when the associated DN is 'Present' and off when the DN is absent.

## Conditions and Feature Interactions

### General

- Group Presence is not applicable to RAD, voice mail, HCI Reroute, Recorder, and Emergency hunt groups; nor to pickup groups, page groups, suites, linked suites and system speedcalls that are hunt group members.

- Group Presence is supported in a network or cluster over DPNSS trunks (IP, XNET, or TDM).

- Group members and group pilot numbers must be hosted by a MiVoice Business system running MiVoice Business Release 4.0 or later to use Group Presence. Transit nodes in a network or cluster can be running earlier releases.

- SIP endpoints do not support Group Presence feature access keys (FAK).

- Group Presence control via the MiTAI
  Stands for Mitel Networks Telephony Application Interface. Used by applications to communicate with Mitel PBXs. API
  See Application Program Interface. is supported.

- Clear All Features does not alter Group Presence status.

- In clusters where Group Presence FAK host telephones and their associated group pilot number are on different controllers, the FAK functionality is limited. The FAKs will change Group Presence but the associated LEDs will remain extinguished. If the host telephones have displays, the displays will show the correct presence status.

- Group Presence and Personal Presence FAK LEDs light green on sets that support dual colored LEDs when the associated DN is 'Present.'

### ACD and Hot Desking

- Group Presence for Hot Desk users and ACD agents (Standard ACD Agent
  Refers to the non-mobile ACD agent. A standard agent uses an ACD-enabled set provisioned in the User and Services Configuration form and is identified by an ID programmed in the ACD Agent IDs form. It carries with it specific COS and COR values that are used instead of the set's on which it is logged in. In contrast, a Hot Desk ACD agent carries with it an entire user profile. When a Hot Desk ACD agent logs into a set, the set's Registration DN goes out-of-service, and the set re-registers with the Hot Desk agent's DN., Hot Desking and ACD Express) can be changed whether or not the user or agent is logged in. (Note: Standard ACD Agents are limited to using feature access codes to operate Group Presence; other agent types can use either FACs or feature keys.)

- Group Presence for ACD applies to Agent ID members only. Subgroup ID members must be assigned the default value, 'Present'.

- Group Presence keys are not supported on ACD-enabled (Standard ACD Agent) sets.

- Personal Ring Group Presence keys are not supported on ACD-enabled (Standard ACD Agent) sets nor in Hot Desk ACD Agent profiles.

- The 'Group Presence 3rd Party Control' Class of Service option of the invoking party takes precedence over the 'Group Presence Control' option of the party whose Group Presence is being changed.

- For ACD agents, the Leave Group, Leave Group 3rd Party and Leave All ACD Groups FACs will disallow leaving (or not completely leave in the case of All ACD Groups) if the agent is the last logged in and 'Present' agent in an agent group that has calls queued.

- Attempts to change the Group Present status of a Hot Desk ACD agent in a particular ACD group to 'Absent' is disallowed if the agent is the last logged in and 'Present' ACD agent in that group.

- Line appearances of a Hot Desk DN continue to receive group calls when the Hot Desk user is 'Present' in the group but logged out.

- The "ACD Agent Behavior on No Answer" Class of Service option, when set to "Absent", automatically makes agents absent from all their groups on no answer.

### Hunt Groups, Ring Groups, and Personal Ring Groups

- Calls to Hunt, Ring, and Personal Ring groups with all members absent received DND treatment.

- When a Personal Ring Group is a member of Hunt or Ring Group, the Group Presence status of the Hunt or Ring Group pilot number and the Personal Ring Group pilot number controls whether the Hunt or Ring Group presents calls to the Personal Ring Group. This dual-level of control over Group Presence allows users to make a Personal Ring Group 'Present' in some Hunt or Ring Groups and 'Absent' in others. For more information, see Conditions for Personal Ring Groups.

- System Speedcall members of Networked Hunt groups must always be 'Present.'

### Other Call Groups

- Group Presence status for Broadcast Group
  A directory number programmed to appear on multiple devices constitutes a broadcast group. There are two types of broadcast groups: Non-Prime Line and Prime Line. A Non-Prime Line group is a directory number programmed on one or more devices that is not the prime line on any device. A Prime Line group is a directory number programmed on button 0 of a phone. Server-based variants of MiVoice Business that use x86 processors, MiVoice Business for Industry Standard Servers MCD-ISS), Multi-instance MiVoice Business, and Virtual MiVoice Business, up to 250 appearances of the directory number can appear on one or more devices. For all other 3300 ICP/MiVoice Business call control platforms, up to 32 appearances of the directory number may appear on one or more devices. apply to all members of the broadcast group.

- Group Presence FAKs cannot be assigned for non-prime Broadcast Group
  A directory number programmed to appear on multiple devices constitutes a broadcast group. There are two types of broadcast groups: Non-Prime Line and Prime Line. A Non-Prime Line group is a directory number programmed on one or more devices that is not the prime line on any device. A Prime Line group is a directory number programmed on button 0 of a phone. Server-based variants of MiVoice Business that use x86 processors, MiVoice Business for Industry Standard Servers MCD-ISS), Multi-instance MiVoice Business, and Virtual MiVoice Business, up to 250 appearances of the directory number can appear on one or more devices. For all other 3300 ICP/MiVoice Business call control platforms, up to 32 appearances of the directory number may appear on one or more devices. DNs. To change Group Presence for these DNs, you must use the Join or Leave 3rd Party FACs. To use the FACs, either the 'Group Presence Control' or the 'Group Presence 3rd Party Control' COS option is sufficient if the invoking device has an appearance of the non-prime DN. Otherwise, the 'Group Presence 3rd Party Control' option is required.

- Group Presence for key system and multicall groups applies to the group as a whole.

- Devices in absent state that belong to multicall or key line groups continue to receive calls to the multicall/key line number. The calls are presented by flashing the prime line key with no audible indication provided.

### Resiliency

- Group Presence status is resilient provided the group pilot number is resilient.

- Feature access key (FAK) resiliency for Group Presence is supported on configurations in which the FAK host telephone's controller aligns with the primary and secondary controllers of the related group pilot numbers.

- FAK resiliency for Personal Ring Group Presence is supported on configurations in which all members of the same Personal Ring Group are hosted by the same primary and secondary controllers.

For more information, see the Resiliency Guidelines.

## Programming

1. Class of Service Options form

- Enable "Group Presence Control" to permit users to change their Group Presence status.

- Enable "Group Presence Third Party Control" to give a user control over the Group Presence status of other users.

NOTES

- The 'Group Presence Control' option is not required to change a Personal Ring Group member's Group Presence.

- The LED associated a Group Presence key indicates Presence status regardless of the COS option.

2. Feature Access Codes form

- Assign feature access codes to the six Group Presence features.

3. Multiline Set Keys form

- Program Group Presence and Personal Presence keys as required.

NOTES

- The directory number (DN) assigned to a Group Presence key must be the pilot number of a group that the host set is in. For a Personal Presence key, the DN must be a member of the same Personal Ring Group as the host set but not the DN of the group itself.

- The Ring Type must be blank for both Group Presence and Personal Ring Group Presence keys.

- You can also program a Group Presence and Personal Presence keys using Superkey; see Feature Keys for more information on Superkey programming.

4. (Optional) Set the Group Presence state for group members in each of the following forms as required; by default all group members are Present:

- Hunt Groups

- ACD Agent Skill Groups

- Ring Groups

5. ACD Paths form

- If using Group Presence with ACD, specify interflow points and time-outs for ACD paths.

6. Call Rerouting forms (Always Alternatives , First Alternatives , Second Alternatives )

- Program call rerouting for pilot numbers of hunt groups that have members who will be using Group Presence so that callers can reroute on DND to an alternate destination when all group members are absent.

7. Ring Groups form

- Program overflow points for ring groups with members who will be using Group Presence so that callers can reroute to an alternate destination when all group members are absent.

## Device Support

- Supported on all devices.

## Operation

To join a group:

1. Lift the handset (optional on devices that support on-hook dialing).

2. Do one of the following:

3. Dial the Group Presence - Join Group feature access code followed by the group pilot directory number.

4. Press the Group Presence feature access key to join the group associated with the key.

The LED associated with the key is steady lit when the member is present and off when absent.

NOTE: The Group Presence feature key can be used in any call processing state.

To leave a group

1. Lift the handset (optional on devices that support on-hook dialing).

2. Do one of the following:

- Dial the Group Presence - Leave Group feature access code followed by the group pilot directory number.

- Press the Group Presence feature access key to join the group associated with the key.

The LED associated with the key is steady lit when the member is present and off when absent.

NOTE: The Group Presence feature key can be used in any call processing state.

To join all ACD groups (ACD agents only):

1. Lift the handset (optional on devices that support on-hook dialing).

2. Dial the Group Presence - Join All ACD Groups feature access code.

To leave all ACD groups (ACD agents only):

1. Lift the handset (optional on devices that support on-hook dialing).

2. Dial the Group Presence - Leave All ACD Groups feature access code.

To change another group member's presence status:

1. Lift the handset (optional on devices that support on-hook dialing).

2. Dial the Group Presence - Join Group Third Party or Group Presence - Leave Group Third Party .

3. Dial the directory number of the group member.

4. Dial the group pilot directory number.

To change the presence status of another Personal Ring Group member using a feature access key:

- Press the Personal Ring Group Presence feature access key associated with the member.

The LED associated with the key is steady lit when the member is present and off when absent.