Ring Groups - Personal

Description

Personal Ring Groups (PRG) are an association of two or more devices for a single user under a common Directory Number (DN). The devices ring simultaneously (Ring All) when called. The typical scenario is a person's desktop phone and cell phone twinned together, where the desk phone is considered the prime extension, which is referred to as the pilot number or prime member. Other group members are referred to as non-prime members.

PRGs provide functionality that is similar to Ring Groups and Hunt Groups, but for a single user. In contrast to Ring Groups, PRGs support Ring All but not other ringing modes, and they support a maximum of 8 as opposed to 32 members. See Ring Group below for feature interaction information. In contrast to PRGs, Hunt Groups can include Trunks. See Hunt Group below for feature interaction information.

PRG programming includes a One Busy/All Busy option that can be turned on or off as required.

The new Handoff feature for PRGs allows a call to be pushed or pulled from one group member to another. See Handoff for more information.

Resiliency

A PRG or multi-device user group is resilient if its prime member is resilient. The group's primary and secondary MiVoice Business systems match that of the prime member. A PRG displays in the Personal Ring Groups form on the MiVoice Business controller where the group is hosted. The PRG displays on the secondary controller if the group is resilient. Members can be added from either the group's primary or secondary controllers.

If a device is resilient it can be programmed as a PRG member on either its primary or secondary MiVoice Business system as long as the group is resilient and its primary and backup system are the same as that of the device. If the device is non-resilient it can only be programmed on its hosting MiVoice Business system.

See the Resiliency Guidelines for more information.

Licensing

There are two methods to provide Personal Ring Group functionality. One method, using the Personal Ring Groups (PRG) form, requires that each member be licensed individually. The other method, using the Multi-device User Groups (MdUG) form, requires just one license for the entire group.

Depending which method you select, different license and service level settings are required. These differences are illustrated in the following table.

NOTE: Note: Multi-device user groups have slightly reduced functionality compared to regular PRGs. For example, when one member of a Multi-device user group is engaged in a call, the other members are 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. Refer to MdUG Conditions for a complete list of limitations.

Conditions and Feature Interactions

This section lists conditions and exceptional feature interactions of PRGs.

CAUTION: The following forms allow you to delete a device associated with the prime member of a PRG. Deleting the device will remove all members of the group and the group itself.

• Multiline IP Sets

• User and Services Configuration

• Wireless IP Sets

The following forms allow you to delete a device associated with the non-prime member of a PRG. Deleting the device will remove the member from the group.

• Multiline IP Sets

• Wireless IP Sets

• Single Line IP Sets

• User and Services Configuration

General

• The pilot number must be defined in the Multiline IP Sets form.

• Creating a PRG via ESM Embedded System Management. An set of browser-based administrative tools in MiVoice Business software that includes the System Admin, Group Admin, and Desktop Tool. adds the associated device as the first member in the group; that is, the prime member.

• The following types of numbers or devices can be programmed as a PRG prime member:

• a multiline IP set (including SIP endpoints)

• a Hot Desk user

• The following types of numbers or devices can be programmed as a PRG non-prime member:

• a multiline IP set

• a singe line IP set

• an analog set

• a Hot Desk user

• The following DNs cannot be programmed as a prime or non-prime member of a PRG:

• DNs that have not been assigned to any device

• DNs of devices with the Voice Mail Port COS option

• DNs assigned to ACD See Automatic Call Distribution. sets or programmed as ACD agents

• DNs of devices with the RAD A Recorded Announcement Device (RAD) is a device which automatically answers a call and delivers a pre-recorded message. RAD is often used to inform a caller that they are in a queue and their call will be dealt in due order. COS option

• a member of the current PRG

• a member of another PRG

• a Guest Room or Suite Member

• members of Hunt Groups which are other than Voice or Name Tag groups

• In addition, the following DNs cannot be programmed as a prime member of a PRG:

• DNs that do not correspond to a multiline IP set or Hot Desk user

• a prime member of another PRG

• In addition, the following DNs cannot be programmed as a non-prime member of a PRG:

• DNs that do not correspond to any valid entities (see above)

• DNs assigned to non-busy stations

• Phantom DN

• A console cannot be a prime or non-prime member of a PRG.

• PRG numbers can be up to 7 characters in length and 0-9, * and # are valid.

• Personal ring group DNs can be included in Emergency Hunt Groups.

• Remote DNs cannot be members of a PRG.

• This is to prevent the system from having to search all over the cluster to find idle phones to ring - the hunting is only done on the local node.  

• Class of Service of the group prime member is used for calls to non-prime members of the group. Upon answer the member's COS is used. For outgoing calls from a non-prime group member, the COS of the non-prime member is used unless name and number suppression to sets is enabled on the prime member, in which case the prime member's COS option applies. The following major COS area that affects PRGs is the longest CFNA Call Forward No Answer. timer of available PRG members.

NOTE: A device can be programmed as a member of a PRG if:

• the device and group are both resilient and primary on the same MiVoice Business system. If the device and group have the same secondary system, the member can be programmed on either the primary or the secondary system. If the device and group have different secondary systems, the member can be programmed on the primary system only.

• for non-resilient devices, the group is resilient and primary on the hosting MiVoice Business system for the device.

• for resilient devices, the group is non-resilient and the group is hosted on the device's primary MiVoice Business system.

• non-resilient devices and groups are hosted on the same MiVoice Business system.

NOTE: A PRG pilot or non-prime member is only allowed to be programmed as a member of a Hunt Group if the Hunt Group type is Voice or Name Tag.

• PRG capacities are explained in the following table.

• Maximum number of PRGs that can be programmed at the same time on a single MiVoice Business system. To view the maximum number of PRGs and the number of used PRGs for your MiVoice Business network, see the System Capacity form.	50 percent of the maximum number of prime lines on the system. For example, on a 700-user system, up to 350 groups can be programmed, and on a 5600-user system, up to 2800 groups can be programmed.
  Maximum number of PRG members including the prime member in a group	8 or 16 (Extended PRG/MDUG)
  Maximum number of PRGs in which a device (prime line) can be programmed	1
  Maximum number of simultaneously ringing PRG members	All Servers: 292 These maximum values may be unattainable due to system limitations.
  Maximum number of PRGs ringing simultaneously (typically with two members per group)	All Servers: 86
  Maximum number of PRGs a non-prime member can belong to	1

Feature Interactions

• ACD See Automatic Call Distribution. sets or agents cannot be programmed as prime or non-prime members of a PRG.

• Attendant recall and the recall on no answer timer - External calls that are transferred to PRGs recall. External parties that are transferred locally to PRGs run a recall timer simultaneously with the prime member's call ringing timer but not if a CFNA Call Forward No Answer. timer is set. Typically the recall timer and CFNA timer are shorter than the call ringing timer of the PRG and therefore take precedence. If the PRG CFNA timer is set and expires and there is an available call forward or call reroute destination on the prime member, the call forwards to the destination. The recall timer starts while ringing the local forwarding destination. Note, however, that a local recall timer is not started while there is a CFNA or local reroute first alternate timer to run. External parties that are transferred to a remote PRG run a recall timer simultaneously with the prime member's call ringing timer, but not if a CFNA timer is set. In the network case, a Network Attendant Recall timer (the redirection timer) runs in the originating MiVoice Business system, or the party on the transfer controller runs a recall timer.

• Auto Answer – Calls to any PRG member with Auto Answer enabled are auto answered. If there are multiple members of a PRG with Auto Answer enabled, only one of the members will successfully Auto Answer and the other member devices return to an idle state.

• CAUTION: Exercise caution if you are using Auto Answer with PRGs. If Auto Answer is enabled on one of the ringing members, the call is automatically answered by that device, and if the user of the auto-answered device is away, the caller may be left unattended on speakerphone.

• Bandwidth Management restrictions apply. Members are checked individually just before ringing and if they are in a bandwidth-restricted zone, the call is not presented.

• Busy Lamp Field (BLF) is supported only if the "One Busy All Busy" option is set to No in the Personal Ring Groups form. If the option is set to Yes, BLF indications are not provided to PRG members.

• Callbacks (triple ring) are allowed for the group if set by the prime member. Callbacks placed by non-prime members only operate for that member.

• Call Block is available only if the Hotel-Motel option is purchased. Prime and non-prime members are unable to originate and receive calls while Call Block is active.

• Call Forwarding or System Rerouting applied to the prime member applies to all group members unless a non-prime member is dialled directly. Set displays for calls that are forwarded or rerouted show the forwarded from information and not the calling party's information. On connection, group identity is not displayed to callers.

• Call Forward – Cancel All can be applied to the group from the pilot number only.

• Call Forward – Delay can be applied to the group from the pilot number only.

• Call Forward – Follow Me – End Chaining can be applied to the group from the pilot number only.

• Call Forward – Forced - If programmed, incoming calls can be forced to forward only to the prime member's forward destination by any group members.

• Call Forward – Override is allowed to override forwarding to the group.

• Call History – If the prime line of a 5320/5320e, 5330/5330e, 5340/5340e, 5360, or 69xx IP Phone is programmed in a PRG, then the phone accumulates call history records for all PRG calls. Missed calls will be logged for these phones when a caller hangs up or if the call is answered by another group member. However, on SIP phones, calls answered by another group member will not be logged as missed calls. MiVoice Business sends a "Call completed elsewhere" message to all SIP devices when a call is answered by another group member.

Call History is not provided for non-MiNET/non-prime members using 5320/5320e, 5330/5330e, 5340/5340e, 5360, or 69xx IP Phones.

For 5220-like and 5215-like phones, call control saves Call History records to the pilot number. For incoming, outgoing, and missed calls, only one Call History record is generated for the prime member. Limited Call History support is provided for the prime member of the PRG if the device supports and is programmed for Call History and if Call History records are allocated for the device. The prime member must have Call History enabled for Answered Call History records to be produced for any group member. Only the prime member device will have a Call History record. For outgoing calls, no additional Call History record is generated to indicate that it came from a PRG.

• Call Park/Group Park behavior follows the behavior of Ring Groups and Hunt Groups. Parked calls do not ring group members, but must be retrieved using a FAC Feature Access Code. A special pattern of characters dialed by a telephone user to turn a feature on or off. or programmed line key. While a call is parked, a Call Park Timer is started. The timer value is obtained from the prime member's COS entry. Group Park FAK Feature Access Key capable members can assign Group Park keys.

• Call Rerouting – see Call Forwarding or System Rerouting

• Camp-on – When someone camps on to a busy PRG, the first available member of the group who is busy on a call but not otherwise engaged (i.e., not in DND or "absent" status) will receive camp-on tone and display indication of the waiting call. This member can connect to the caller by invoking the camp-on retrieve feature; see Camp-on. Note that if any member of the group becomes free while the caller is camped on, that member will receive the call provided that "One Busy All Busy" is disabled on the Personal Ring Groups form.

• CLASS/CLIP – For NA CLASS and UK CLIP ONS sets, group members are provided with the DN and corporate directory name of the Forwarded From party.

• Class of Service – The COS of the group prime member is used when calls ring the group DN. For outgoing calls from a non-prime member of a PRG the COS of the non-prime member is used except when name and number suppression to sets is enabled on the prime member of the group, in which case the prime member's specific COS option is checked. We recommend that system administrators apply the same COS for the prime and non-prime members of a PRG. The following are major COS areas that affect PRGs:

• Call Forwarding

• Call Pickup and Park

• Message Waiting

• SMDR

• System Rerouting

• Timers (If the Call Forward - No Answer Timers do not match, then the longest value of an available or busy member is used for forwarding or rerouting.)

• Console Displays

• IP Console applications( MiVoice Business Console): While the console is listening to ringback tone, the destination window displays the name and number of the PRG prime member and the device field displays "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.". For calls across trunks using the DPNSS protocol, the device field displays either "Network XNET" or "Trunk" instead. After a member answers, the destination window of the console displays the name and number of the PRG prime member. The device field displays the set type of the member that answered. For calls across trunks using the DPNSS protocol, the device field displays either "Network XNET" or "Trunk" instead. Trunk calls in some cases may not provide the group or member name depending on the class of service settings or ANI/DNIS information.

• 5540 IP Console: While the console is listening to ringback tone, the destination (DST) line displays the number and name of the PRG prime member and its COR. Additional Info (F9) displays the number and name of the PRG prime member and its COS and COR. After a member answers, the destination (DST) line of the console displays the number and name of the PRG prime member and its COR. If a non-prime member of the PRG answered the call, then the COR of the non-prime member displays instead. Additional Info (F9) displays the number of the PRG prime member and its COS and COR if the prime member answered the call, or the number of a non-prime member and its COS and COR if a non-prime member answered the call. Trunk calls in some cases may not provide the group or member name depending on the class of service settings or ANI/DNIS information.

• Destination Based Call Display – If a PRG pilot is a member of a Name Tag Hunt Group, the name displayed to the caller is that of the Name Tag Hunt Group.

• DID Also known as DDI (Direct Dialing Inwards). Allows an external caller to dial an internal extension without having to go through an attendant or operator. – A PRG pilot can be a direct inward dial answer point and calls coming in on trunks ring the available members including those in DND. If the system option Do Not Override DND for Public Network DID/DDI Callers is enabled, group members in DND do not ring. The following conditions apply to a PRG pilot DID answer point:

• DID calls automatically override Do Not Disturb.

• DID callers receive a busy tone when the group is busy (one busy all busy or all members busy) if the auto camp-on timer in the group's prime member's Class of Service is blank.

• Direct Page – see Paging

• DISA Direct Inward System Access (DISA) lets external callers access the system by using a special trunk. The system sees the DISA trunk as a station with its own Class of Service and Class of Restriction. lines cannot be PRG pilots or non-prime members.

• DND – When DND is set on the pilot (prime member) of a PRG, calls to the group DN receive DND treatment. Non-prime members called directly use their own DND settings.

• Emergency Services calls from any group member send the 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. for that member's device to the PSAP See Public Safety Answering Point..

• Feature Keys – The new Handoff Key for PRGs allows calls to be pushed or pulled from one member to another member. See Handoff for more information.

• Guest Rooms – Devices that are Guest Rooms can not be members of a PRG. PRG pilots (prime members) and non-prime members can not be a Suite pilot or a member of a Suite.

• Handoff Key – The new Handoff key for PRGs allows calls to be pushed or pulled from one member to another member. See Handoff for more information.

• HCI/MiTAI – Two new fields are added to the device call events for the PRG pilot and name for 5320/5320e, 5330/5330e, 5340/5340e, and 5360 IP Phones with MiTAI monitors turned on. These new fields are suppressed in the events when sending to an older version of a HCI/MiTAI application which does not support the fields.

• Hot Desk numbers can be the pilot DN of the group. Hot desk numbers can be group members. Hot desk numbers that are not logged in are treated as an out-of-service group or member.

• Hunt Group – A DN that is a member of a PRG can also be a member of a Voice or Name Tag Hunt Group as long as the DN is otherwise allowed. See General, above. When the PRG is busy, the Hunt Group call rings the next available member in the Hunt Group. If a Hunt Group call rings the PRG pilot but the call is not answered and the Hunt Group call reroute first alternative no answer timer expires, the call reroutes to the rerouting destination of the Hunt Group if reroute first alternative no answer is active. If the caller's ring timer expires, timeout treatment is returned to the caller.

If Call Forwarding or Call Rerouting is active on a PRG and a call comes into the Hunt Group and rings the PRG members, forwarding or rerouting is overridden. If the PRG is busy, the call rings the next Hunt Group member. If the call is not answered by a PRG member, the call continues to ring the PR G until the caller's ring timer expires, at which point timeout treatment is provided. 

• Group Presence – If a PRG pilot is a member of a Voice or Name Tag Hunt Group and the Hunt Group member status is absent or all PRG members are absent, the PRG members do not ring. The Hunt Group call instead rings the next available member in the Hunt Group.

• Key System Groups – The prime member of a PRG can also be a Key System Group. In that case, when calls come into the PRG, the line becomes busy, because with Key System Groups only one member can use the line at one time. See Groups - Key System and Multicall.

• Message Waiting – Activate and Deactivate feature access codes are supported for a PRG's pilot number. Voice mail and Callback are also integrated. When the Callback request is received, the Message Waiting Indicator (MWI) lamp of all PRG members in service is lit.

• Messaging – Advisory. Messages are displayed to incoming callers of the group if the advisory message is set on the primary member of the group. Non-prime members, if capable of setting advisory messages, do not affect incoming calls to the group.

• MiTAI – see HCI/MiTAI.

• Unified COmmunicator Mobile – PRGs can be used in place of Unified Communicator Mobiles.

• Multicall – When a member belongs to a Multicall group, the PRG is not busy until all Multicall appearances of the member are busy. And when a member of a Multicall Group answers a call, the line becomes idle because all group members can use the line simultaneously. See Groups - Key System and Multicall.

• Multi-color LED indication - When a call comes to a Personal Ring Group that supports the use of multi-colored LED functionality (to indicate the activity status of calls), the line key LED indicator will flash, and then extinguish on the other members appearances when the call is answered.

• Name and Number Suppression – If Suppress Delivery of Caller ID Display Between Sets is enabled in the Class of Service of the prime member, the name and number of the prime member do not display on the caller's set. Instead "PRIVATE" or "PRIV" will be displayed. Note, however, that private names and numbers are displayed on consoles.

• Networked Group Page – see Paging.

• Night Bell and TAFAS – A night bell number can only be a non-prime member of a PRG. Calls to a PRG with a Night Bell member can be answered by any user using a Trunk Answer From Any Station (TAFAS) feature access code. The call can also be answered by pressing the Night Answer soft key, or a programmed Night Answer line key.

• Non-Busy Station – A non-busy extension can not be a prime or non-prime member of a PRG.

• ONS See On-Premises Stations. and OPS See Off-Premises Stations. devices cannot be prime members of a PRG, and therefore the prime member's COS setting for ONS/OPS Internal Ring Cadence for External Callers is not applied to non-prime members with ONS/OPS devices.

• Override – A caller can only Override a busy signal for the group's prime member. Busy non-prime members can not be overridden. A caller can Override a PRG in DND Do Not Disturb mode. All available members of the group ring, and if all members are absent, a caller can Override the group and ring all available members. If a non-prime member of a PRG sets Override Security, then Override is blocked on the group.

• Paging – Direct or Group paging to the group pilot or members does not ring the rest of the PRG. For Group Paging, Group Page members are paged. PRG members can also be paged across a network provided that all members are on the same system.

• Privacy Release – As a member of a Key System Group, a PRG pilot (prime member) can invoke privacy release while in conversation to include another member of its own Key System Group. Non-prime members of a PRG in a Key System Group can also invoke Privacy Release to include another member of its own Key System Group.

• RAD A Recorded Announcement Device (RAD) is a device which automatically answers a call and delivers a pre-recorded message. RAD is often used to inform a caller that they are in a queue and their call will be dealt in due order. – A RAD cannot be a member of a PRG.

• Recall – A call transferred from a group member to a destination that doesn't answer or is busy recalls back to the invoking group member only. Similarly, calls returning from hard or soft hold recall back to the invoking group member only.

• Record-a-Call – A group member can invoke and stop recording a conversation, and the conversation will be stored in the prime member's voice mailbox.

• Redial All Calls mode - The group pilot can be a saved number redial destination for Redial All Calls mode. A call coming into the group exception handling goes to a PRG forward/reroute destination. This destination is not saved as a last number redial.

• Reminder – If a timed reminder is set on a group pilot, only the prime member's set rings once and displays the notification message. Pressing Acknowledge on the prime member's set terminates the reminder. Reminder will override DND Do Not Disturb and Call Forwarding and absence set on the group pilot. Time reminder can be set and mature on non-prime member sets.

• Ring Group – A PRG pilot (prime member) can be a member of a Ring Group. When a call comes into the Ring Group and the PRG pilot is rung, all available members of the PRG ring. If one of the members in the PRG picks up the Ring Group call, all other ringing members stop ringing, including members in the Ring Group. When the PRG is busy (no available members to ring), the Ring Group call rings all available Ring Group members for Ring All mode, or for other ring modes, the Ring Group call rings the next available member in the Ring Group.

If a Ring Group call rings the PRG pilot but the call is not answered and the caller's ring timer expires, timeout treatment is returned or the call forwards to the overflow destination of the Ring Group if programmed.

If Call Forwarding or Call Rerouting is active on a PRG and a call comes into the Ring Group and rings the PRG members, forwarding or rerouting is overridden. If the PRG is busy, the call will:

• for Ring All mode, ring all available Ring Group members, but not the PRG

• for other ring modes, ring the next available Ring Group member

• If the call is not answered by a PRG member, the call will:

• • for Ring All, Terminal, or Circular ring mode, continue to ring available Ring Group members, including the PRG, until the caller's ring timer expires, at which point timeout treatment is provided.

  • for Cascade (Terminal or Circular) ring mode, ring the next member in the Ring Group upon expiry of the Cascade Ring timer

• Group Presence – If a PRG pilot is a member of a Ring Group, and the Ring Group member status is absent or all PRG members are absent, the PRG members do not ring. The Ring Group call instead rings all available Ring Group members for Ring All mode or the next available member in the Ring Group for Cascade Ring mode.

• SDS See System Data Synchronization. is supported. See the MiVoice Business Resiliency Guidelines for more information.

• Station Message Detailed Accounting (SMDA) – A group pilot (prime member) can accumulate device meter units. Non-prime members do not contribute to the device meter units of the prime member.

• SMDR See Station Message Detail Recording. logs for internal and external calls are generated for PRGs if call logging is enabled in the COS. To enable logging of internal calls, the Report Internal Unanswered Calls option must be enabled in the SMDR Options form.

• Suites – Members of a PRG cannot be programmed as members of Suites.

• Superkey – Handoff key programming is available through a Superkey personal keys session.

• TAFAS Trunk Answer From Any Station lets you answer any call that rings a night bell. Once you answer the call, you can use any of the features that are normally available at the station. – see Night Bell and TAFAS.

• Tenanting – A device belonging to a tenant group can successfully call a PRG, but only if the prime member of the group has the same tenant number. Otherwise, the call is barred. A group can contain multiple tenant number devices, but only free members of the group that have the same tenant number as the caller ring.

• Voice Mail – Prime and non-prime members connect to the prime member's mailbox when they call the prime member's system Voice Mail number. A Voice Mail left at the group pilot notifies all group members of the message.

• Voice Mail Interfaces – Devices that have "COV/ONS/E&M Voicemail Port" enabled in their COS can not be prime or non-prime members.

• 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.

• 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.

Operation

None See Handoff for information about handing off calls to other group members.

• Handoff

• Hunt Groups

• Multiline IP Sets

• Personal Ring Groups

• Ring Groups

• SMDR Options

• System Capacity