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What is and how does Hot Desking work?

Description

  • What is and how does Hot Desking work in the PISTON system?
  • How do I setup hotdesk (hotdesking)?

 

Resolution

What is it:

  • Hot Desking allows an individual to dynamically route calls to a specific device without having assigned that device to a user in PISTON.  
  • This works for any VoIP phone brand and model.  

How it works:

Step 1: Setting in advance phones that are unassigned to users

  1. Decide which phone devices are to behave as hot desk phones.
  2. Write down the MAC address of each phone on a piece of paper or document.
  3. Login into PISTON as the admin user.
  4. Under 'Hosted PBX' (or 'VoIP Services') then 'Advanced', click Devices.
  5. If the device already exists:
    1. Click on the device on the left pane. 
    2. At the 'Assign To' line, change it to '-No Owner-'.
    3. Change the 'Device Nickname' to, for example, 'Hotdesk1' (no spaces).
    4. Click Advanced.
    5. Click on the SIP tab.
    6. Change the 'Username' to, for example, 'Hotdesk1' (no spaces and has to be the same name set for Device Nickname)
    7. Click the Basic tab.
    8. Verify the Device MAC Address and Model are properly set.
    9. Click Save.
    10. This device will no longer belong to the owner permanently.
  6. If the device does not already exists:
    1. Click ADD DEVICE on the left pane (top).
    2. On the top, click VOIP PHONE blue icon.
    3. Enter a 'Device Nickname' to, for example, 'Hotdesk1' (no spaces).
    4. Click Advanced.
    5. Click on the SIP tab.
    6. Change the 'Username' to, for example, 'Hotdesk1' (no spaces and has to be the same name set for Device Nickname)
    7. Click the Basic tab.
    8. Verify the Device MAC Address and Model are properly set matching the physical phone device.
    9. At the 'Assign To' line, leave it to '-No Owner-'
    10. Click Save.
  7. Repeat for each additional devices.

Step 2: Enabling hot desking feature codes 

  • Using standard feature codes:
    1. Under 'Hosted PBX' (or 'VoIP Services'), click Feature Codes.
    2. Click Show All.
    3. Under Hot-Desking, add a checkmark to:
      • Enable Hot Desking
      • Disable Hot Desking
      • Toggle Hot Desking
    4. On the bottom, click Save.
  • Using custom feature codes:
    1. Under 'Hosted PBX' (or 'VoIP Services'), click Callflows.
    2. Creating a Login callflow feature code:
      1. Click ADD CALLFLOW from the left pane (top)
      2. On the right side, click on the Hotdesking section.
      3. Drag a Hot Desk login box to the blue box in the center.
      4. In the blue box, click Click to add number.
      5. Select Extension and enter a new star code.
        • For example '*801' (the asterisk is necessary).
      1. Click Add.
      2. Click Save changes.
    3. Creating a Logout callflow feature code:
      1. Click ADD CALLFLOW from the left pane (top)
      2. On the right side, click on the Hotdesking section.
      3. Drag a Hot Desk logout box to the blue box in the center.
      4. In the blue box, click Click to add number.
      5. Select Extension and enter a new star code.
        • For example '*802' (the asterisk is necessary).
      1. Click Add.
      2. Click Save changes.
    4. Creating a Toggle callflow feature code:
      1. Click ADD CALLFLOW from the left pane (top)
      2. On the right side, click on the Hotdesking section.
      3. Drag a Hot Desk Toggle box to the blue box in the center.
      4. In the blue box, click Click to add number.
      5. Select Extension and enter a new star code.
        • For example '*803' (the asterisk is necessary).
      1. Click Add.
      2. Click Save changes.

Step 3: Setting which user(s) can use Hot desking 

  1. The following steps assume a user already exists and is properly setup like any normal phone user (has an extension, a voicemail, a user, and device(s) associated).
  2. Under 'Hosted PBX' (or 'VoIP Services') then 'Advanced', click Users.
  3. On the left pane, select the user whom you would like to be able to use Hot Desking.
  4. Click Advanced then Hot Desking.
  5. Add a checkmark to 'Enable Hot Desking' and input an ID for this user.
    • The ID can be the same as the extension ID 
    • It has to be a numerical ID
  6. Optionally, add a checkmark to 'Require PIN' and input a PIN for this user.
    • It has to be a numerical PIN
  7. Click Save.
  8. Repeat this step for each additional user you want to enable Hot desking.

Step 4: Login in and out for Hot Desking

  1. Have a user sit at one of the assigned hot desking phone.
  2. Pick up the handset.
  3. Dial the star code to login.
    • Default: '*11'
    • Or, in this example, dial '*801' if you created your own custom code.
  4. An audio will indicate that the phone will now receive calls.
    • If the user also has a normal desk phone elsewhere, both phones will ring.
  5. Do a test call to the user's normally assigned extension.
  6. When ready to logout, pick up the handset and dial the logout star code.
    • Default: '*12'
    • Or, in this example, dial '*802' if you created your own custom code.

Step 5: optional toggling

  1. A user who owns one or more devices in their user profile, then they can enable on or off all the devices.
  2. To verify if a user owns a device:
    1. In PISTON, under 'Hosted PBX' (or 'VoIP Services'), then 'Advanced', click Users.
    2. Select the user from the list on the left pane.
    3. Scroll all the way down, the Devices list will show up.
    4. If there is one or more device, then these are the devices that will get toggled (on or off).
  3. From any working phone, pick up the handset then dial the toggle code.
    • Default: '*13'
    • Or, in this example, dial '*803' if you created your own custom code.
  4. This will turn them all off or on depending on their state preceding the toggling.
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