Creating Profiles

You must have rights to create presence profiles. You also need rights to view user groups.

You use this procedure to create various profiles for users of end-user applications.

  1. On the System Configurator main screen, choose Presence Management > Profiles.
  2. Choose Add New.

    A screen area with relevant assignment blocks appears.

  3. In the Basics block, configure the settings according to the following table.

    Field

    Description

    Name

    Enter an appropriate name for the profile.

    This field is mandatory.

    Type

    Choose the profile type:

    • Presence

      The user is able to receive contacts.

    • Absence

      Contacts are not allocated to the user.

    • Conference

      The user is free but available only for contacts who are able to join an active conference call.

    This field is mandatory.

    Reason

    Choose the reason for the profile.

    This field is mandatory.

    Duration

    Choose the duration. The None option means that the profile has no defined duration.

    This field is mandatory.

    Priority

    Enter the priority for the profile to define the importance of the new profile. The profile with the highest value is activated first. This overrides any other co-occurring profiles.

    This field is mandatory.

    Presence

    Choose the availability. The presence of a user is indicated with an icon in the Communication Desktop and Convergence applications.

    Queue Group

    Choose the queue group to create a profile through which users can log on to queues of that queue group. When the users that have rights to use this profile choose it in CDT or Communication Panel, they are logged on to the queues of that queue group, and logged out from all other queues they may have logged on earlier.
    Note:

    This function cannot be used when ECF and CDT are used together.

    Changed in FP13.

    End Time Rounding

    Enter the optional rounding value that affects the duration and the return time. For example, if the rounding value for a two-hour absence profile is 10 and you activate the profile at 12:38, the profile remains active until 14:40.
  4. In the Profile Behavior block, define how calls are handled::

    Field

    Function

    Default Behavior

    Choose the default behavior of the profile. If the behavior is Allow All Calls, other behavior options can be separately selected for Busy, Not Answered, and Logged Off. If you choose something else than Allow All Calls for the default behavior, the same behavior is applied to all situations.

    • Allow All Calls

      All personal calls are routed to a user’s extension number.

    • Busy

      Callers hear the busy tone.

    • Free Forwarding

      Callers are transferred to a predefined number that is entered in the Free Forwarding Number field.

    • IVR

      Callers are transferred to the Presence IVR. Define the prompt that is played and possible transfer options in the IVR Options block.

    • Mobile Phone

      Callers are transferred to a user’s mobile phone. This number is defined in the basic user information.

    • Personal Forwarding

      Callers are transferred to a predefined number. This number is defined in the contact settings of users.

    • Switchboard

      Callers are transferred to a predefined number. This number is defined in the contact settings of users.

    • Voicemail

      Callers are transferred to a user’s voicemail. The user voicemail is defined in the voicemail and notification call settings.

    If Busy

    If Not Answered

    If Logged Off

    If the value for the default behavior is Allow All Calls, define how the calls are handled in case of busy, not answered and logged of situations.

    Free Forwarding Number

    If the profile behavior is Free Forwarding, this field is enabled and you can enter the number to which calls of users that have this profile active are forwarded.
  5. If you have defined that in certain situations calls are forwarded to IVR, activate the IVR selections in the IVR Options block.
    example:

    You have the following profile:

    • Name: Business Trip

    • Type: Absence

    • Reason: Business Trip

    • Duration: 2 Days

    • Default Behavior: IVR

    To play the business trip prompt file, choose Business Trip for the Prompt field. If you want the prompt to play forwarding options in addition to this prompt, define the destinations.

    In this case, the prompt plays the following:

    Press one to be forwarded to mobile phone. Press two to be forwarded to voicemail. Press three to be forwarded to switchboard.

    The IVR keys must be unique: you cannot define two different options for one key (that is, 1 to be forwarded to mobile phone and 1 to be forwarded to voicemail).

  6. In the Profile Exceptions block, choose the phone numbers or user groups to which the default profile behavior does not apply.

    Enter one phone number or user group per exception rule.

    example:

    You have the following profile:

    • Name: Training

    • Type: Absence

    • Reason: Training

    • Duration: 1 Days

    • Default Behavior: IVR

    You define that calls from a certain number are forwarded to your mobile phone instead of IVR:

    • Group or Number: 0401234567

    • Behavior: Mobile Phone

    Now calls from this number are handled according to this exception rule.

  7. In the Access Rights block, define which users, user groups, or user roles can use this profile. For information about the Access Rights block, see Access Rights. Alternatively, you can define the same thing by giving user rights for users, user groups, or user roles to this profile in User Rights.
  8. Save your entries.