Attended and unattended Transfer

If multiple devices are connected to a call, and one of the devices transfers the call, Communication Manager disconnects all the devices from the call when the transfer is complete. If a user with multiple devices transfers a call and the call returns back to the station through the Transfer Recall feature, Communication Manager alerts all the MDA devices.

Hold Unhold

Users can put an active call on hold from an MDA device while another MDA device is still active on the call. Communication Manager activates hold-based features, such as Hold Recall, if all the devices are on hold.

Conference

When MDA devices bridge on to a call and one of the devices completes a conference, other MDA devices might get dropped from the call. The dropped MDA devices can join the conference call again by using the simulated bridged appearance.

Message Waiting Indication Lamp

MDA devices support Message Waiting Indication (MWI) lamps for self and other stations or groups to which the MDA device has subscribed.

Bridging and Exclusion

MDA devices can directly bridge on to a non-ACD call by selecting a call appearance on which a call is already active or by having two devices bridge on to the same bridged appearance of an independent extension.

MDA devices cannot directly bridge onto an ACD call.

MDA for SIPCC has the following restrictions:

• The SIP agent must be registered and logged into only one physical endpoint.

• Soft clients using Third Party Call Control (3PCC) must operate in shared control mode. For example, if Avaya Equinox is used, Equinox must be configured to operate in My Desk Phone mode.

Registering two endpoints to the same extension is permissive use and will cause functional interactions during feature operation. The following examples are the most likely interactions:

• Service Observing will not start when more than one physical endpoint is registered with the same extension.

• Supervisor Assist fails when more than one physical endpoint is registered with the same extension.

Busy Line Indicator and Team Button

If another user has Team button configured for the MDA extension, pressing the Team button alerts all MDA devices.

Call pickup

Call pickup can be initiated from any of the MDA devices. A call alerting at an MDA device that is picked up by another user causes the MDA devices to stop alerting.

Call park

Call park can be initiated from any of the MDA devices. If an MDA device is on a call with multiple devices and initiates call park at one device, the other devices remain on the call until the MDA devices decide to disconnect the call. An MDA device user can unpark a call from the same device or a different device by using the call unpark feature.

Send All Calls and Call Forwarding

Any MDA device can activate the redirection feature, such as SAC or Call Forwarding. The respective button lamps are lit on all the MDA devices.

Call Log

If a call is answered by an MDA device, the system displays the call in the Answered Call log of that MDA device and in the Missed Call log of the other MDA devices.

Contacts

The contacts of an MDA device are synchronized across other MDA devices. Any change of contact details in an MDA device are reflected across other MDA devices.

EC500

If a user is configured as an MDA group and has one or more EC500 configurations, the configuration is shared by all MDA devices.

Group Page

Depending on the highest Q-value, Session Manager tandems the Callers INVITE message to only one of MDA devices. If more than one device accepts the message at the same time, Session Manager sends the INVITE message to the MDA device that is registered most recently.

Automatic Callback

If a user with multiple devices activates automatic call back, all the registered devices are alerted when the monitored station becomes available. Answering the callback call initiates a new call to the original called party.

Whisper Page and Service Observing

An MDA device can initiate a whisper paging call or activate the Service Observing feature.

ASAI

MDA is not supported for users with multiple devices in Contact Center environments.

Emergency Calls

If an MDA device places an emergency call, Session Manager routes the call directly to the emergency services, depending on the location of MDA. If IP address in the bottom-most Via header does not match an administered location pattern, Session Manager reverts to the administered home location of the user, as administered in the user communication profile.

Hotel feature

In a hotel room arrangement, multiple devices can connect to a call simultaneously. When placing an outgoing call, only one device must be active until at least all digits have been dialed.