Presence

- View real-time status of the whole company

Presence gives you a bird’s eye view of the organisation by providing real-time information
on the whereabouts and availability of staff regardless of their location.

Your ability to quickly find the company ‘expert’ you require to close a sales call or resolve a customer service enquiry can be the difference between a satisfied customer and a disgruntled one. Presence makes first call resolution a reality, improving the quality of your external interactions.

• Presence allows users to view the status of all other users within the organisation.

• Users enable their own Profile status so that when they are in the office, their availability is recognised and displayed (‘At my desk,‘Away from my desk’) for all users across the network.

• A user is seen to be available if they use their mouse, keyboard or telephone. After 10
minutes (or a configurable period) of inactivity, the user is considered to be away.

• Users can request return notification for any other Presence user. This activates a
screenpop to notify the user when the person they wish to speak to becomes available.


• If a user’s current profile is ‘forwarded’ (ie., the user’s phone is diverted to Voice
Messaging) and their Presence is detected, the user receives a reminder screenpop
so they can update their Profile status (eg. change it to ‘In the office’ so that they
can receive calls at their desk).

• Presence users can choose to display the subject of their active Microsoft® Outlook
appointment for other users to view. This is particularly useful for keeping operators and
receptionists informed of staff whereabouts and availability.

• Presence allows users to access Global, Personal and Microsoft® Outlook Contacts buttons for one-touch and speed dialling.