Get to know which staff members are available for phone calls
Our Presence feature uses Presence data to provide a really good snapshot of who in your business or team is currently on a call, has a call ringing or is free. In that sense, you would know who is busy, busier and who is not busy – in that sense this helps to better distribute calls when customers are calling as you would know how to cut waiting/hold times by assigning the calls to the right teams or/and users in that team.
If a user is currently on a phone call, the relevant busy lamp will be lit. The lamp will blink if the user has not yet picked up the phone if he is being called whilst he’s till on the other phone call. Moreover, incoming calls can be picked up by someone else for that user by picking up the headset and by pressing the relevant lamp for that colleague.
We have a range of Cisco phones that fully tap into this Presence feature and by the use of the lamps, it allows the user to alert him about the calling situation, without interfering his current call. Presence is also called BLF (Busy lamp Fields). This feature also embodies the Accessibility notion for VoipBusiness, as it allows visual alerts for those who are hearing-impaired or those who have anxiety when too many audio alert notifications pop up during a call. These status lights can also be coupled with sound alerts and we have accessories which can paired with the phone to do that. Choose from all of our Cisco/YeaLink/GigaSet phones, as they have the lamp light built-in.
Presence Scenario in PBX
There is an inbound phone call and the secretary picks it up. Now the person on the phone is asking for one of the three directories. Without Presence, there would be no way to find out which of the directors is actually on a call, or not busy or not at their desk. With Presence, she can actually check without asking the directors, and see who is available for her to transfer this call over.
This allows the caller to have a reduced waiting time as the secretary already knows who’s available and who’s not, so she can initiate the call transfer asap.
Benefits of the Presence (BLF) feature?
- Indicates presence to other users in the network and hence allows to cut holding time for customers.
- Allows users to transfer calls between teams without interrupting ongoing calls as one is more aware of who’s busy and who’s not.
- Helps project teams and other departments to better understand how available the users are in there.
- Reduced internal call holding times amongst users in a business and also reduced holding times for inbound calls.
Frequently asked questions
One can have it as Free, Busy or Ringing which means either someone is not answering any calls, someone is on a call or someone is getting an inbound call but is not picking up.
We are a big fan of Cisco phones due to their all-inclusive features and also their looks and reliability. On top, they already have Status Lights, so no need to buy separately, it’s included in our VoIP Business package. That doesn’t mean you can buy additional individual status lights for your other devices, but Presence functionality needs to be there for them to function.
Generally, one would have green, red and orange that indicate available, busy and error. However, feel free to have all colours of the rainbow in there, you can customise as you wish.
Of course, one can restrict particular teams/departments in their businesses to use Presence. One can also enable BLF in such a way that other colleagues can pick up calls meant for a particular extension, if that person is away from their desks. Can also be configured to monitor presence data in teams so that they are aware of each other’s current status.