User guide

System Administrator’s Guide – Release 7.5
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Revised: April 9, 2013
Page 95
12 Shared Call Appearance
The Shared Call Appearance enables the sharing of a set of one or more PFKs across
multiple handsets. All handsets in a Shared Appearance have common access to calls
within the group of handsets. For example, an incoming call can ring on all handsets
with the appearance, one user can answer and place the call on hold, and then
another user can retrieve the call.
There are two use cases for shared call appearances:
• Call Group – Users with similar business needs or tasks assigned to a group
can answer any calls to the group’s shared appearance. A handset can place the
call on hold and another handset can retrieve the call.
• Executive/Assistant Arrangement – An appearance exists on the handsets of
both an executive and assistant. The assistant may answer the calls to the
executive and place them on hold for the executive to pick up. The assistant
always sees the state of all calls on the executive’s handset.
Note: 9202E and Reach handsets do not support the use of Shared Call Appearances.
Shared Call Appearances support three distinct types of hold behavior:
• Shared Hold, any handset using the Shared Call Appearance can retrieve the
call on hold.
• Privacy Hold, only the handset that placed the call on hold can retrieve the call.
• Bridged Hold, the handset that placed the call on hold and one other handset
that has the same Shared Call Appearance can retrieve the call. Users initiate a
Bridged Hold by placing an Intercom call to the second party while the original
call is still active.
12.1 Configuring Shared Call Appearances
After creating the Shared Call Appearance, each has all the attributes assigned to a
normal Call Appearance (Caller ID, hold music, etc.) Outbound Caller ID is common
for all outbound calls on a given Shared Call Appearance. If deleting a Shared Call
Appearance, the server removes it from all handsets.
To create a Shared Call Appearance:
1. Navigate to Phone System > Shared Appearances.
2. Click the add new shared call appearance link. The Shared Call
Appearances dialog box displays.