GENERAL DISCLAIMER
As we continue to evolve as an organization, various processes will also evolve. Please note that the contents of this article may change as we work hard to decrease the manual steps below and replace parts of, if not the entirety, of the process with automation. We encourage you to always refer to any and all relevant KB articles as your specific needs arise to ensure you have the most current information.
- The Knowledge Team
Logic - If a customer is asking for a shared call or a shared line, we need to make sure we know exactly what the customer wants. A lot of times they will say, share lines between extensions 612 and 555. But, that doesn’t really explain to us what we need to know. Do they want 612’s calls to appear on 555, or the opposite, or do they want both extensions calls to ring through on both phones? If they want one call to show up on another phone, the main line we’ll refer to as the “Boss”, and the phone we have them appearing on is the “Secretary”. So, if in this example, the customer wanted Extension 612’s calls to ring through on Extension 555, we would add Extension 555’s device on 612’s device. If they want both lines ringing on both, we would add the SCA to both devices for the other user.
Step 1. After figuring out which user is going to be the Secretary of the Boss with the SCA, we need to locate the secretaries MAC ID. In this example we will have extension 4007 picking up extension 4078’s calls. As soon below, we navigate to find the proper extension.
Step 2. Once on the proper Secretary extension, let’s go to Addresses under their Profile.
Step 3. Once within Addresses we will find the Identity/Device Profile Name which is usually the MAC ID. But, to be sure, let’s click to the right on Configure Identity/Device Profile to be certain the MAC is correct.
Step 4. Within Identity/Device Profile Modify next to the line MAC Address we can see the correct MAC Address. In the example it is 004F2D031B2. It is a good idea to copy this onto a notepad.
Step 5. Now that we have the MAC ID for the “Secretary” phone, we must go to the “Boss” device. We will locate the correct user and go into their profile. Then click Call Control on the left-hand side under Options.
Step 6. Within Call Control on the right-hand side under Advanced select Shared Call Appearance.
Step 7. Within Shared Call Appearance the settings at the top are based on the customers’ request. Multiple Call Arrangement should be checked so that multiple calls can ring through at once. Allow bridging between locations essentially makes the SCA go both ways, so calls from both extensions ring on each other. Enable Call Park notification will add a notification image to the phones, so you can see when one of the calls has been parked.
At the bottom click the Add button.
Step 8. Now under Identity/Device Profile Name we will go through the drop down and find the MAC Address of the “Secretary” 4007_004F2D031B2, the line labeled Line/Port we will paste the DID from the top, and then add to the line _SCA#. Some devices will have multiple SCA’s, so we number them to help us differentiate. In this case there are already 2 other SCA’s, so we’ll name it SCA3.
Step 9. After clicking OK we’ll be back at the Shared Call Appearance menu, we will see the SCA we added at the bottom. With the SCA added, our part on this device is done.
Step 10. Now we must go to the “Secretary’s” profile. Once on their profile, we will go down to Addresses.
Step 11. Now within their Addresses menu, we will select Configure Identity/Device Profile.
Step 12. Within Identity/Device Profile Modify we will go to the Files tab.
Step 13. Within the Files tab, we will select the button Rebuild the files. Once the files are rebuilt, all that remains is for the phone to be power cycled. Contact the customer and have them disconnect the device from its power source and reconnect it after 30 seconds.
Step 14. Verify the SCA is working by contacting the customer. Once verified, go into Rev.io and bill the customer for a standard programming charge of $30.00. Notate the ticket properly and set the status to closed.
As we continue to evolve as an organization, various processes will also evolve. Please note that the contents of this article may change as we work hard to decrease the manual steps below and replace parts of, if not the entirety, of the process with automation. We encourage you to always refer to any and all relevant KB articles as your specific needs arise to ensure you have the most current information.
- The Knowledge Team
Logic - If a customer is asking for a shared call or a shared line, we need to make sure we know exactly what the customer wants. A lot of times they will say, share lines between extensions 612 and 555. But, that doesn’t really explain to us what we need to know. Do they want 612’s calls to appear on 555, or the opposite, or do they want both extensions calls to ring through on both phones? If they want one call to show up on another phone, the main line we’ll refer to as the “Boss”, and the phone we have them appearing on is the “Secretary”. So, if in this example, the customer wanted Extension 612’s calls to ring through on Extension 555, we would add Extension 555’s device on 612’s device. If they want both lines ringing on both, we would add the SCA to both devices for the other user.
Step 1. After figuring out which user is going to be the Secretary of the Boss with the SCA, we need to locate the secretaries MAC ID. In this example we will have extension 4007 picking up extension 4078’s calls. As soon below, we navigate to find the proper extension.
Step 2. Once on the proper Secretary extension, let’s go to Addresses under their Profile.
Step 3. Once within Addresses we will find the Identity/Device Profile Name which is usually the MAC ID. But, to be sure, let’s click to the right on Configure Identity/Device Profile to be certain the MAC is correct.
Step 4. Within Identity/Device Profile Modify next to the line MAC Address we can see the correct MAC Address. In the example it is 004F2D031B2. It is a good idea to copy this onto a notepad.
Step 5. Now that we have the MAC ID for the “Secretary” phone, we must go to the “Boss” device. We will locate the correct user and go into their profile. Then click Call Control on the left-hand side under Options.
Step 6. Within Call Control on the right-hand side under Advanced select Shared Call Appearance.
Step 7. Within Shared Call Appearance the settings at the top are based on the customers’ request. Multiple Call Arrangement should be checked so that multiple calls can ring through at once. Allow bridging between locations essentially makes the SCA go both ways, so calls from both extensions ring on each other. Enable Call Park notification will add a notification image to the phones, so you can see when one of the calls has been parked.
At the bottom click the Add button.
Step 8. Now under Identity/Device Profile Name we will go through the drop down and find the MAC Address of the “Secretary” 4007_004F2D031B2, the line labeled Line/Port we will paste the DID from the top, and then add to the line _SCA#. Some devices will have multiple SCA’s, so we number them to help us differentiate. In this case there are already 2 other SCA’s, so we’ll name it SCA3.
Step 9. After clicking OK we’ll be back at the Shared Call Appearance menu, we will see the SCA we added at the bottom. With the SCA added, our part on this device is done.
Step 10. Now we must go to the “Secretary’s” profile. Once on their profile, we will go down to Addresses.
Step 11. Now within their Addresses menu, we will select Configure Identity/Device Profile.
Step 12. Within Identity/Device Profile Modify we will go to the Files tab.
Step 13. Within the Files tab, we will select the button Rebuild the files. Once the files are rebuilt, all that remains is for the phone to be power cycled. Contact the customer and have them disconnect the device from its power source and reconnect it after 30 seconds.
Step 14. Verify the SCA is working by contacting the customer. Once verified, go into Rev.io and bill the customer for a standard programming charge of $30.00. Notate the ticket properly and set the status to closed.
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article