line presence

[travisbconley]

I have one user whose line I monitor on my 560 phone. He is part of my helpdesk. His line always shows that he is on the phone even when he is not according to the display on my phone. If I look at his extension in extension monitor it shows up properly. Any ideas as to why? I have added his extension to another person's phone and on her phone it also shows up incorrectly. Thanks

[ShoreTel_Dave]

Are you in the same User Group as the user of the extension where it is working?
Could it be a Class of Service issue?

[travisbconley]

I am in the same user group. The line monitor was fine for the past 4 or 5 months, just the past 2 weeks it has been this way. I have tried resetting his phone and mine.

[ShoreTel_Dave]

Restarting the ShoreGear switch might be worth a try.

[travisbconley]

will try it this weekend. Thanks

[Jlorenz]

I have one user whose line I monitor on my 560 phone. He is part of my helpdesk. His line always shows that he is on the phone even when he is not according to the display on my phone. If I look at his extension in extension monitor it shows up properly. Any ideas as to why? I have added his extension to another person's phone and on her phone it also shows up incorrectly. Thanks

Travis

SHoreTel had an issue and I do not believe it is fixed yet with line appearancs

A few things you will need to do to ensure the correct install is as follows

1: Both Ext and Monitored ext must be on Same SG
2: Both Ext and Monitored Ext must be on Same Site

I understand 1 and 2 are misnomers but the configuration and the way the BCA, Line Monitoring works is crucial. I do believe that the Bug is still open and what I remember was part of an internal debate of it being a feature or a bug.

This configuration snafu is also for any lines that appear in Button Boxes. so make sure your extensions do not span SG or Sites. Button Boxes must be on the Same SG as the Ext it is Assigned to "PERIOD"

Extension should be on the Same SG as Well (This is arguable) but it is recommended that as I pointed out all Line appearances, BCA.s Monitored ext and BB's should be all on the Same SG.

Also to clear the issue you will have to moive the ext form one sg to another, rebooting the SG may or may not clear it.

Hope it helps

:donatello:

[travisbconley]

restarting the switch fixed the issue.