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Shared Line Appearance (SLA)

Updated: 4/19/2024 5:19 AM

Use Shared Line Appearance (SLA) to monitor status, and answer or place calls from your desk phone for selected extensions. Only the Super User and Administrators can set up SLA.

  • Included with Vonage service for Unlimited and Metered Extensions. Does not support Virtual Extensions, Mobile App, Desktop App, and softphones.
  • Available for extensions used in Call Groups, Call Queues, Paging Groups, and the Virtual Receptionist.

    The direct extension of a feature (such as a Call Group) cannot be used.
  • Does not affect the behavior of On Demand Call Recording, Company Call Recording, and Call Monitoring.

IMPORTANT: Set up and manage SLA in the Admin Portal to avoid the display of incorrect information.

Supported Phones / Expansion Modules

The following phones and expansion modules are compatible with Shared Lined Appearance.

Polycom VVXMax # of LinesFirmware VersionExpansion Model
25045.9.0VXX Colour / USB
35065.9.0VXX Colour / USB
450125.9.0VXX Colour / USB
Set Up SLA
  1. Sign in to the Admin Portal.
  2. Click Phone System, then click Line Appearance.
  3. Click Add Line Appearance, then select options:
     
    ExtensionSelect the extension that will monitor SLA.
    Line Appearance OptionsChoose Shared Line Appearance, which lets you monitor status, and answer or place calls. 

    NOTE: Busy Lamp Field (BLF) lets you monitor the status from the specified extensions only. If BLF is enabled, you must remove it before you add SLA. 
    Select DeviceSelect a phone assigned to the extension to use for SLA.
    Display Line Appearance
    Base Unit Only, or Base Unit and Expansion ModuleDisplay selected extensions on your phone until all slots are used; overage is displayed on the expansion module.
    Expansion Module OnlyDisplay extensions on your expansion module only.
    Monitor ExtensionsSelect the extensions you want to monitor. Once selected, click and drag each in the order you want them to display.
  4. Click Save.
  5. Unplug the power cord from your phone and wait 10 seconds before you plug it back in. Your phone and/or expansion module now displays the extensions you chose to monitor.

    NOTE: You can monitor up to 50 extensions, however, the number of extensions your phone can monitor varies.
Modify or Remove SLA

Use these steps to modify an existing SLA or remove it from use completely:

  1. Sign in to the Admin Portal.
  2. Click Phone System, then click Line Appearance.
  3. Hover over the extension you want to manage, then select your option:
     
    EditClick the Pencil icon to adjust options.
    Remove
    1. Click the Trash icon.
    2. Unplug the power cord from your phone and wait 10 seconds before you plug it back in.
Use Status Indicators and Call Controls

Use status indicators to understand the state of monitored extensions and refer to call controls for options to manage calls for these extensions.

Status Indicators

Indicator lights let you monitor the status of extensions on your desk phone.

Polycom VXXSolid GreenActive call in progress
Flashing GreenCall on hold
Fast Flashing GreenIncoming Call
Solid RedAn outgoing call in progress or an active call
Call Controls

Use the following options to make and place calls from selected extensions on your desk phone.

Place CallSelect the extension you want to place a call from, then dial a phone number.
Answer CallWhen an extension receives a call, select that extension to answer.
Private HoldPrevents other extensions from connecting to the call you placed on hold.

NOTE: This is an option on your phone's display.
Public HoldAllows other extensions to connect to the call you placed on hold.

NOTE: This is an option on your phone's display.
Barge Option

The Barge option allows you to conference yourself into an active call on another SLA-monitored line. This option is available on Yealink and Polycom phones only. Yealink phones have this feature available by default while Vonage Support must enable this feature on your account for use with Polycom phones. Contact Us to enable the barge option for use with Polycom phones.

To barge in on an active call, long press the SLA line key of the active call to see a new menu including a Barge In option. Once that option is selected, you are added to the call and all parties can communicate with each other.

Known Issue: The Caller ID of the SLA-monitored call is currently shown as 'unknown' or 'VHxxx'. Contact Us to enable a feature flag on your account to correct this Caller ID issue.

Troubleshoot Issues
Extensions Do Not Display CorrectlyConfirm your phone is auto-provisioned based on the manufacturer's instructions. See Polycom VVX for more details.

NOTE: Best practice is to set up and manage BLF in the Admin Portal instead of on the phone itself.
Status / Presence Does Not Display CorrectlyDisable SIP ALG on your router.
Need More Help?

What number shows on the Caller ID when I place a call from a monitored extension?
The phone number of the extension that placed the call.

If I place a call from a monitored extension, does it show my extension number in the call log?
No. The call log records the extension the call was placed from, even when calling from a monitored extension.

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