7 Replies Latest reply on Jun 5, 2014 9:59 AM by james_ucs

    Disable ringing notification on a BLF

    bascheew New Member

      Is there a way to disable the ringing notification on a BLF?

       

      The scenario is that a group of agents are in a "Ring All" queue.  Since the queue is ringing pretty much all the time, all the phones are always showing busy on the manager's status group buttons, but this is not an accurate representation of who is on the phone and who is not.  So the manager only wants to see when a phone goes offhook.  Using all Polycom VVX phones.

       

      I found this in a Polycom admin guide and this appears to be the setting we'd need to change.

      attendant.behaviors.display. spontaneousCallAppearances.normal

      0 or 1

      Default: 1

      A flag to determine whether or not a call appearance is spontaneously presented to the attendant when calls are alerting on a monitored resource. The information displayed after a press-and-hold of a resource's line key is unchanged by this parameter. If set to 1, the display is enabled.

      http://support.polycom.com/global/documents/support/technical/products/voice/Static_BLF_TB62475.pdf

        • Re: Disable ringing notification on a BLF
          Employee

          bascheew,

           

          Thank you for posting your question.  Try this and see if it helps.  Navigate to Voice > Status Groups > click on the desired status group, change the Ringing Notification option to Ignore, then click the Apply button and save the configuration. 

           

          status-group.jpg

          Thanks,

          Matt

          1 of 1 people found this helpful
            • Re: Disable ringing notification on a BLF
              bascheew New Member

              Wow, I didn't even see that option when it was right in front of me.  Unfortunately, I applied it, re-synced the phones and the same behavior is happening.  Am I missing something?

               

              Thank you for the help!

                • Re: Disable ringing notification on a BLF
                  Employee

                  When you set the Ring Notification to Ignore, it will prevent the NetVanta 7100 from sending out a SIP NOTIFY message until the phone is actually answered.  This NOTIFY message is what tells the phone to change the icon on the display. I tested this when the phone to be monitored is a member of a ring group and it worked as expected.  Can you paste the output of a show run voice status-group in a reply? 

                   

                  The command that controls this is no notify-ringing, so that should be in your output.

                  !

                  voice status-group "Status"

                    no notify-ringing

                    user 2007 display-name "Site Supervisor"

                  !

                   

                  If it is, then it would be worth checking that the correct status group where you altered the Ring Notification is applied to the phone you are testing with.  If it appears so, I would try editing the phone config to remove it, reboot the phone, then edit again to add the status group back, and reboot the phone again.

                   

                  Thanks,

                  Matt

                    • Re: Disable ringing notification on a BLF
                      bascheew New Member

                      Here is a snippet of the status-group as well as the queue.  You mentioned testing on a Ring Group, would queue agents act differently?

                       

                      voice status-group "Helpdesk"
                        no notify-ringing
                        user 250 display-name "Helpdesk Queue" dial-string 251
                        user 202 display-name "202"
                        user 203 display-name "203"
                        ...
                        user 215 display-name "215"
                        user 216 display-name "216"


                      voice queue 250
                        name Helpdesk
                        dequeue-extension 251
                        no greeting welcome
                        no greeting pickup
                        greeting periodic 1 HelpdeskQFirstGreeting.wav
                        member 202
                        login-member 202
                        deliver-member 202

                        member 203

                        login-member 203

                        deliver-member 203

                        ...

                        member 215
                        login-member 215
                        deliver-member 215
                        member 216
                        login-member 216
                        deliver-member 216
                        overflow-extension 204
                        digit-action dial-extension 204
                        max-wait-time 90
                        rest-period 0

                       

                      Thanks for your help!

                • Re: Disable ringing notification on a BLF
                  bascheew New Member

                  I opened a case for this and found that this is indeed a bug where the queue agents notify on ring even when told to ignore.  This has been confirmed on 10.10 and 10.8, but it may affect others as well.  The support tech said that he has notified the software team of the issue.

                    • Re: Disable ringing notification on a BLF
                      Employee

                      Thanks for the update and sorry for the confusion.  I originally thought you meant a ring all ring group instead of a call queue, which your configuration snippet cleared up.  This does appear to be an issue.  I will update this thread once we have a resolution.

                       

                      Thanks,

                      Matt

                      • Re: Disable ringing notification on a BLF
                        james_ucs Employee

                        bascheew wrote:

                         

                        I opened a case for this and found that this is indeed a bug where the queue agents notify on ring even when told to ignore.  This has been confirmed on 10.10 and 10.8, but it may affect others as well.  The support tech said that he has notified the software team of the issue.

                         

                        This issue is fixed in R11.2.0, which was released today.