11. "Presence" Status Not Shown for Receptionists on Call Assistant

• Give receptionists "Call Manager"
• Non-in office presences indicated by "DND"?

• Karan says this can not be changed. Perhaps on new release when it shows all locations

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a. 661-322-4628, your main number.  Our main number is 661-322-3051.  The number you listed is our fax number.

g. 616-322-4664, was a fax line but Katrina said it would not be used and could be a spare. Matt said this ported line would likely be used for the outbound fax machine over data port 128.   Correct--can be used for new outgoing fax. 
h. 616-322-9035, was a fax line but Katrina said it would not be used and could be a spare. Matt said this ported line would likely be used for the alarm line.   This line can be used for the alarm line. 

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1.    When dialing an extension number, the phone rings even if the person is on the other line and too many times.  I know we can shorten the number of rings and have the second line flash, but if the other line flashes, it only flashes and never rings even if you aren't on the other line;so if you are not looking at your phone, you miss that call.  If the person doesn't answer, we are required to leave a message in the voice mail which the individual then must retrieve and listen to.  This is time consuming for both the caller and the person being called when calling internally.  When calling each other on our NEC phones, we could simply hit the # key and it would leave a call back number on the screen--fast and easy.  We understand that we can call and hang up and our extension will be in the call list, IF we think to look there for missed calls. 
 
IM instead?
 
 
2.    Calls made to extensions via the intercom button come through even if the caller is on the phone, so the person calling on the intercom can hear the individual's phone calls.  This is rude, inappropriate when calling people in Human Resources, partners or other management personnel, and will be a real problem when 135 people are using the intercom to call each other statewide [OMG!].  Can this be changed or disabled?  This makes call transferring easier for receptionists rather than transferring twice or parking, but creates the same problem for the person being called.
 
Disable intercom auto answer (option h). Ask Allworx if it can be set to auto disable if off hook.
 
 
3.    Not having call screening is a real problem on calls from outside the Firm.  We were totally unaware that there was no call screening.  We printed business cards with "direct line" extensions before we moved [planning ahead].  That means clients and anyone else provided a card can call and we would not know who was calling without looking at the screen--if they have caller ID.  Without looking at the screen, there is no way to tell whether the call is an internal or external call.  The Redlands office was complaining after the phones were installed that they didn't know if the calls were internal or external, but we didn't understand.  Now we know.  When the Bakersfield backline number [661-395-6700] is ported next week, our attorneys here are going to be very upset.  I will be meeting with them tomorrow to prepare them.  The only workaround we know is to change the published extension numbers and instruct our staff to call the number ID'd on the phones as the "private line" when calling internally, so we will know immediately if the call is internal or external.  This extension number needs to be renamed--assume we can do that on the console.  We must be able to manage our calls/time and not let callers manage our time.  This is especially important for attorneys who may be on a critical project, and then get calls from sales people, other attorneys, etc.
 
Caller ID to pop on computer screen using TAPI? When all offices on-net & dialing 4-digit extensions then they will know if "internal call"?
 
 
4.    The call assistant was also a rude awakening because it allows everyone to see who everyone else is talking to.  Which means staff can see who management is talking to, who partners are talking to, monitor their calls, etc.  Absolutely NOT good.  The work around is the call manager [I hope I have the 2 straight] although the call assistant was already trained and installed for some the attorneys.  We have now had to uninstall and install call manager.
 
Need another in office training on phones & call assistant & then create robust training video for other offices.
 
 
Before we deploy any other offices, we need to have a better understanding of how the phones operate, how we use them internally statewide, who has rights to do what, and give proper training and instructions in advance.  You must remember that we had a brief demonstration of the phones months before they were finally purchased and installed, and the brochure doesn't show how they actually work--just gives functions.
 
All of this being said, understand that we know Atel has worked very hard and has unexpected expenses for the Bakersfield installation.  We, too, have suffered because the installation did not go as planned and also have additional expenses, including additional expense for phone and MPLS network from what was originally proposed and accepted.  We believe, however, that most if not all of this could have been avoided by better communication, better understanding of the phone operation and programming, and ordering our installation before the last day, which gave us absolutely no breathing room for the problems we encountered.