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bascheew
New Contributor II

Disable ringing notification on a BLF

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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

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Anonymous
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Re: Disable ringing notification on a BLF

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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.

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Anonymous
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Re: Disable ringing notification on a BLF

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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

bascheew
New Contributor II

Re: Disable ringing notification on a BLF

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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!

Anonymous
Not applicable

Re: Disable ringing notification on a BLF

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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

bascheew
New Contributor II

Re: Disable ringing notification on a BLF

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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!

bascheew
New Contributor II

Re: Disable ringing notification on a BLF

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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.

Anonymous
Not applicable

Re: Disable ringing notification on a BLF

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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

Anonymous
Not applicable

Re: Disable ringing notification on a BLF

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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.

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