14r1 Suggestions (closed)

Registered 5 years 42 days

João Paulo 4747 Friday, 9 June 2023, 03:34 PM

myAPPS: Enhancement of Presence information

The way, how corporate telephony is used has undoubtably changed drastically, in the last years. Today, we find more and more setups, where customers do rarely implement handphones, but concentrate only on mobile clients, which often are not reachable (offline or hibernating).

In such setups, the myApps Presence Information is becoming highly important for an efficient overall workflow. As of today, myApps offers five different status levels

[green] Available

[yellow] Away

[red] Busy

[pink] Do not disturb

[gray] Not available

However, the last status [gray] is used in two different cases, which are quite confusing to end users:

• No phone is registered.
==> So the user cannot be called – OK. Thus, gray color seems kind of logical.

• Softphone hibernating.
==> even the phone is not registered at the PBX, from a end-user point of view, it is still reachable – Thus, gray color can be explained to an end-user.

• But, when a phone (3^rd-party SIP, H.323, DECT, etc.) is registered to the respective PBX Object and has not be used in the last couple of minutes.
==> Here the end-user could effectively be called, however the [gray] Status implies that the user is unreachable. How should an end-user understand this?

We would suggest that in this last case the Avatar image shall be displayed in color.

Best regards

Moderator Registered 8 years 131 days

Johannes Nowak (innovaphone) Wednesday, 5 July 2023, 09:45 AM

1 of 1 users consider this post helpful

Re: myAPPS: Enhancement of Presence information

Hi Joao,

this is a common misunderstanding about the presence state in myApps.
The presence state in myApps only reflects the myApps presence. It is not bound to the registration of any phone.

gray simply means: offline from myApps

gray does not mean: unavailable for phone calls or unreachable

As the user might use mobility/forking/call forwarding (where we would not know anything about a phone status), only a hardphone or Dect phone or an hibernating Softphone, the user could still be available by phone even if shown gray.

So you can always feel free to call someone who is shown gray.

The other way around:

a color does not mean that the person can be reached by phone, as he/she might not have any phone registered but is logged in to myApps as you can use myApps without telephony e.g. as a free chat-client.

Telephony status (on the phone) will be transmitted also if someone is using a phone only, the status will be gray with a red indicator and text "on the phone".

So always keep in mind (and train the customer) that the myApps presence indicator is a myApps feature showing the myApps presence/availibility.

Thus gray does not imply that the person is not reachable.

Registered 5 years 42 days

João Paulo 4747 Wednesday, 26 July 2023, 07:26 PM

Re: myAPPS: Enhancement of Presence information

Hi Johannes

I understand your line of reasoning about the myApps signaling but I don't agree that the system (which is not restricted to myApps) discards the representation of its other components. I believe that this issue of user representation can be improved and, to cite an example, we have the same representation of a user who is not logged into myApps and who is in a state of hibernation. Doesn't that seem confusing to you? And in this case following your line of maintaining the restriction of only myapps users.

The user who only uses deskphone terminals will always signal offline and his image will always be in gray mode. How to differentiate hibernated state, myapps logout and terminal-only user?

Regards

Registered 1 year 112 days

Mustafa 6757 Tuesday, 5 September 2023, 02:19 PM in response to João Paulo 4747

1 of 1 users consider this post helpful

Re: myAPPS: Enhancement of Presence information

Hello,

I have a suggestion: How about implementing the following change? If a user is not signed in, there should be no colored information or presence bar displayed. However, if the user is online, then the presence indicator should be shown in green, just like the other presence states. This adjustment would make it more intuitive for users to understand that they can still call someone who appears to be not logged in the app plattform.

Best regards,

Mustafa

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