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Configuring Bridged Call Appearances

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A Bridged Call Appearance (BCA) is a standalone extension that is shared among multiple users. A BCA has an extension and a call stack depth. Each user with access to the BCA can monitor a different call stack position.

When configuring an IP phone button for BCA, you can create a new BCA or select an existing BCA to monitor.

NOTE: You must have available programming numbers on your account to create a new BCA. If additional programming numbers are needed for your account, contact Mitel Support.

BCA extension are included in the Employee directory and in system dial-by-name directories. Caller ID is not displayed for inbound BCA calls.

Configuring an IP Phone Button for a BCA Extension

A user answers a BCA call by pressing a IP phone button that is assigned to a BCA call stack position. IP phone buttons that answer calls are configured to handle calls to a specific call stack position of a BCA. A button can be programmed for each position in the call stack.

To create a new BCA to assign to a programmable button:

  1. Log in to the Connect Portal.
  2. On the Phone System menu, click Users.
  3. In the Service/Phone Name column, click the service/phone name for the user for whom you want to monitor another user’s BCA.

    The Phone Settings page for the selected user is displayed.

  4. Select the Prog Buttons tab.
  5. Click the subtab for the phone or button box for which you want to program a button for BCA.
  6. Select the line button you want to configure.

    The parameters for the selected line button are displayed to the right of the line buttons table.

  7. Under Prog Button Settings, do the following:
    1. In the Type drop-down list, select All or Telephony.
    2. In the Function drop-down list, select Bridged Call Appearance.
    3. In the Long Label and Short Label fields, type a label to appear next to the button on the phone LED display to remind the user of the button’s function, as follows:
      • The Short Label field applies to most Mitel multiple-line phones and can be up to 6 characters, but only the first 5 characters display on most phones; the BB24 and IP212k can display 6 characters.
      • The Long Label field applies to the IP655, IP480, IP480g, IP485g, and BB424 models.
  8. To create a new BCA to assign to the button, click Create New and then do the following in the Add Bridged Call Appearance window.
    1. Under Type, select Bridged Call Appearance.
    2. Under Options, enter the desired information for each parameter as described in the Create New BCA Parameters table below, and then click Save.

      NOTE: Click Show more settings to view all configurable parameters.

  9. In the Bridge Call Appearance drop-down list, select the BCA to assign to the button.
  10. Enter the desired information for each parameter as described in the BCA Button Parameters table below.
  11. Click Save.

NOTE: When you set or change the parameters for a BCA, those parameters are used everywhere the BCA is used.

Create New BCA Parameters

Parameter

Description

Name

Specifies the name of the BCA.

Extension

Specifies the extension on which the BCA receives calls.

The BCA extension is assigned automatically. If desired, you can change this extension to another available programming extension.

LocationSpecifies the location to which the BCA is assigned.
Phone Number

Specifies the phone number to assign to the BCA. Select one of the following:

  • Choose from all locations - to select a number from any location.
  • Choose from selected location - to select a number from the selected location.
  • Don't assign a number - to not assign a number to the BCA.

NOTES:

  • When a phone number is selected and the BCA configuration is saved, a programming profile is created automatically using this phone number and the entered extension.
  • Global Numbers are not available to assign directly to BCAs; to map a Global Number to a BCA, see Managing Phone Numbers. For more information about Global Numbers, see Connect CLOUD Global Numbers.
Outbound Caller IDSpecifies the number to use as the outbound caller ID for the BCA.
PrivacySpecifies whether or not to include the BCA information in the account dial-by-name directory.
  • Select the Include in System Dial-By -Name Directory to include the BCA in the account dial-by-name directory.
  • Clear the Include in System Dial-By -Name Directory to exclude the BCA from the account dial-by-name directory.
Call Forward BusySpecifies the number to forward inbound BCA calls to when the calls are not answered because the specified call stack depth has been reached. Select the desired maximum call stack depth, and enter the desired extension.
NOTE: To forward calls to an external number, you must set the call forward destination to an extension with a telephony profile and then configure the call routing for that extension to route to the desired external number.
Call Forward No AnswerSpecifies the numbers to forward inbound BCA calls to when the calls are not answered after the specified number of rings. Select the desired number of rings, and enter the desired extension.
NOTE: To forward calls to an external number, you must set the call forward destination to an extension with a telephony profile and then configure the call routing for that extension to route to the desired external number.
Conferencing Options

Specifies the bridge conferencing options for the BCA.  Select one of the following enablement options for the BCA:

  • Disable Conferencing - to disable bridge conferencing is for the BCA.
  • Enable, others may not join (default) - to enable bridge conferencing for the BCA and initially prevent other users of the BCA from joining active BCA conference calls.
  • Enable, others may join - to enable bridge conferencing for the BCA and initially allow other users of the BCA to join active BCA conference calls.
Do one of the following to select the conference tone option for the BCA:
  • Select the Enable tone when parties join or leave to play a tone whenever another party joins or leaves a conference call on the BCA.
  • Clear the Enable tone when parties join or leave if you do not want to play a tone whenever another party joins or leaves a conference call on the BCA.
BCA Button Parameters

Parameter

Description

Bridge Call AppearanceSpecifies the BCA to assign to the programmable button.

Call stack position

Specifies the call stack position to monitor.

Calls to a BCA occupy distinct call appearance buttons and are identified by their position in the call stack. IP phone buttons that answer calls are configured to handle calls to a specific call stack position of a BCA. A button can be programmed for each position in the call stack.

Delay Before Audibly RingingSpecifies the number of times to silently ring the phone before audibly ringing the phone for an incoming call on the BCA. Select one of the following:
  • None - to start ringing the phone audibly on the first ring.
  • 1, 2, 3, or 4 - to ring the phone silently for the selected number of rings before ringing the
  • phone audibly.
  • Don’t Ring - to not ring the phone audibly.

Show Caller ID Alert

Specifies the caller ID setting for the BCA. Select one of the following:
  • Never - to not show caller ID for inbound BCA calls.
  • Only when ringing - to show caller ID for inbound BCA calls only when the phone is ringing.
  • Always - to show caller ID for inbound BCA calls when the phone is ringing and as long as the call is connected.

Allow Auto-Answer

Specifies the answering options for the BCA. Do one of the following:
  • Select the Enable Auto-Answer When Ringing check box to enable the user to answer a BCA call by picking up the handset or by pressing the programmed IP phone button, speaker button, headset button, or an unused call appearance button.
  • Clear the Enable Auto-Answer When Ringing check box to enable the user to answer a BCA call only by pressing the programmed IP phone button or the Answer button.
No connected call actionSpecifies the action to take when there is no incoming or active call on the BCA and the programmed BCA button is pressed: Select one of the following:
  • Answer only - to configure the button to perform no action.
  • Dial tone - to configure the button to provide a dial tone so an outbound call can be initiated on the BCA.
  • Dial extension - to configure the button to dial a specific extension; type the desired extension in the field and then click Search to validate the entered extension.
  • Dial external - to configure the button to dial an external phone number; type the desired external number in the field.

Related Articles

Configuring Shared Call Appearances
Configuring Associated Bridged Call Appearances
Monitoring Extensions
Using Call Move
Using Silent Coach
Using Silent Monitor
Using Whisper Page
Configuring Call History Privacy
Editing Call Routing Settings
Connect Portal Documentation

ShoreTel Dates

Created Date 2016-08-12 - Modified Date 2017-10-11


Article: 000012071