IPMA Manager with two Assistants

[VON CLAWSON]

First assistant works fine. For the second assistant the area under My Managers is greyed out. She can see when a call is coming in for her manager (top left pane of the IPMA application), however, once the call is answered, she does not show call status for that manager in the lower pane of IPMA.

Any help would be appreciated.

Thanks

[VON CLAWSON]

Can Anyone help with this?

[Rob Huffman]

Hi Von,

Is the IPMA operating in Proxy Line mode or Shared Line mode? I think if this is Proxy Line mode, then only the "active assistant" (of multiple assistants)will see the full call status.Have you tried changing the "active assistant" to see if this behaviour changes as well? Have a look;

Understanding Assistant Selection

As a manager, you are automatically logged in to the Cisco IPMA feature unless you are configured to use Cisco CallManager Extension Mobility.

To handle your calls, your assistant must log in to the Cisco IPMA Assistant Console application and must remain online. If your active assistant logs out or goes offline, Cisco IPMA will attempt to assign another assistant to you.

Identifying your active assistant

Your active assistant is the person who is currently handling calls on your behalf.

If you have multiple assistants, you might want to identify which assistant is currently active. To do so, press the Services button on your phone and select the Cisco IPMA service. Item 3 identifies your active assistant.

Assigning your default assistant

Whenever possible, Cisco IPMA assigns your default assistant to serve as your active assistant. If your default assistant is unavailable (offline or logged out), Cisco IPMA assigns another assistant until your default assistant logs in or restores online availability.

You (or your assistant) can choose your default assistant from the Manager Configuration window.

If you have multiple assistants and more than one of them is logged in and online, you can override automatic selection by manually choosing your active assistant.

Select item 3 from the Cisco IPMA menu on your phone to see a list of available assistants. If multiple assistants are available, select another assistant to serve as your active assistant. Exit from the menu when you are done.

When your assistants are not available

If all of your assistants are unavailable, the Assistant icon (left-most icon) in the Cisco IPMA status window on your phone appears crossed out. Your call-handling support will resume as soon as one of your assistants logs in.

From this doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps5015/products_user_guide_chapter09186a00802d11cc.html

How to Assign a Default Assistant to a Manager

You can identify one of a manager's configured assistants as the default assistant.

Whenever possible, Cisco IPMA assigns the default assistant as the manager's active assistant. If the default assistant is not logged in, Cisco IPMA will assign another assistant (if one is available) to serve as the active assistant. Once the default assistant logs in, Cisco IPMA will switch assistants so that the default assistant is active and handling calls.

Procedure

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Step 1 From the Manager Configuration window, click the Default Assistant tab (if necessary) to display the Default Assistant Selection window.

Step 2 Select the appropriate assistant from the assistant drop-down menu.

Step 3 Save your changes.

From this doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps5015/products_user_guide_chapter09186a00802d11ca.html#wp1024421

Hope this helps!

Rob

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[VON CLAWSON]

So is there a way to have both assistants online at the same time?

[Rob Huffman · Accepted solution]

Hi Von,

Sorry, my understanding of this is that you can only have one "active assistant" at any given time. Here are a couple more notes from the previous document that indicate this;

"If the entire row of information for a manager is greyed-out, the manager is not expecting you to handle calls on his or her behalf."

"You can monitor, but cannot handle, calls that appear in the My Managers panel of the console. These are calls that have already been redirected to your manager, or calls that your manager has placed or received directly."

Hope this helps!

Rob

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