Concept

Shared line appearance (SLA) mimics the traditional KSU (key system unit) interface, where all PSTN lines are shown on each phone, allowing users to hold and pick up calls from any phone.

Rules

Not all phones support shared line appearance.

It's recommended that all phones with shared lines are registered on the same server.

Procedure

To create shared line appearances, follow these steps:

1. Create the shared line users.
2. Add phones to user to create device lines.
3. Add lines in the Button Builder.

Create the shared line users

In this example, we have two users, each with a desk phone and a primary extension. Belle Bellicose's primary extension is 1105, and Joanna Jeeves' primary extension is 1106. The shared line users are 1401, 1402, and 1403.

Users 1401-1403 are created on the Users Page with the Add User Button.

Add Phones to the User to Create Lines on the Device

Before assigning Shared Lines to desk phones within the Button Builder, each Shared Line user must have enough Phone/Device Lines assigned to their user. Only one device line should be assigned to any given hard phone. In our example, only two hard phones will be configured, so each Shared Line user only needs two devices.

In the screenshot below, 1402 has two devices: 1402 and 1402a. So, they're all set!

If only one line device was present, 1402a could be added by clicking "Add Phone".

Add Lines in the Button Builder

Now, add the phone and Shared Lines in the Button Builder.

1. Navigate to the Inventory Page.

2. Click Add Phone, include necessary configurations, and click Save.

a. Include the Model/Brand and MAC Address of the device.

b. Add the staff member's primary extension (in our example, 1001 or 1002).

3. Click the device's MAC Address to open Builder.

4. Assign Shared Lines in Builder. See examples below. Note that 1401, 1402, and 1403 are assigned to the 1105 phone and 1401a, 1402a, and 1403a are assigned to the 1106 phone.

Setup Line Hunt

Line Hunt allows calls to route from one user line appearance to another. In our example, if 1402 is on a call and a new call comes in, the call will be forwarded to 1403, and then 1404.

Procedure

To create a line hunt, follow these steps:

1. On the Domain Level of the Portal, navigate to the Users Page.
2. Click on the user that should be rung first in the line hunt (1401 in our example).
3. Navigate to the Answering Rules tab.
4. Depending on your requirements, create an answering rule or edit an existing one.
5. Across from "Call Forwarding", check the box for On Active (active means the shared line user has an active call), and have it forward to the next shared line user (1402 in our example).

6. Go to the shared line user that will be rung second (1402 in our example). Then create a similar answering rule pointing to the next user in the line hunt (1403).
7. Continue this process until all users in the line hunt have been configured.
8. The final user in the line hunt will not point to another line hunt extension, but instead should point to a voicemail or another destination of your choosing.