User`s guide

Allworx Server Administrator’s Guide Version 7.6
1-866-ALLWORX * 585-421-3850 Page 93
www.allworx.com
Revised: 11/22/13
12 Shared Call Appearance
The Shared Call Appearance feature enables sharing 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 displays the state of all calls on the executive’s handset.
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.
Note:
9202E and Allworx Reach handsets do not support the use of Shared Call Appearances.
Note:
The Allworx server software does not support including a call on a shared
hold in phone-hosted conferences.