Determining a User's Busy Status

The Avaya IP Office platform is the ultimate in converged voice and data technology. IP Office brings a combination of voice and data applications formerly reserved for only the largest corporations. Cutting edge customer service with easy to use tools is now available to the smallest of businesses.

Various IP Office features allow users to handle more than one call at a time. Therefore the term "busy" has different meanings. To other users it means whether the user is indicated as being busy. To the system it means whether the user is not able to receive a call. The latter is used to trigger 'busy treatment', either using a user's Forward on Busy settings or redirecting calls to voicemail or just returning busy tone.

IP Office Busy Status

Busy Indication
The user busy indication provided to programmable buttons, and to the Phone Manager and SoftConsole applications, is based on the monitored user's hook switch status. Whenever the user is off-hook, they will be indicated as being busy regardless of call waiting or call appearance settings.
Busy to Further Calls
Whether a user is busy to receive further call is based on a number of factors as illustrated and described below.
Logged In and Present
Is the user logged into an extension and is that extension physically connected to the IP Office system.
Busy on Held
If a user enables their Busy on Held setting, whenever they have a call on hold, they are no longer available to any further incoming calls.
Appearance Buttons
A user's call appearance button are used to receive incoming calls. Normally, whilst the user has any free call appearance buttons, they are available to receive further calls. Exceptions are:
- Reserve Last Appearance
  Users with appearance buttons require a free call appearance button to initiate transfers or conferences. Therefore it is possible through the user's configuration settings to reserve their last call appearance button for outgoing calls only.
- Other Appearance Buttons
  Calls may also be indicated on line, call coverage and bridged appearance buttons.
Call Waiting
Users of phones without appearance buttons can use call waiting. This adds an audio tone, based on the system locale, when an additional call is waiting to be answered. Only one waiting call is supported, any further calls receive busy treatment.
Hunt Group Calls
A user's availability to receive hunt group calls is subject to a range of other

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