Overview

This article provides a step-by-step guide on how to update a user's name and phone assignment in Optus Loop when onboarding new staff members who are taking over an existing desk phone. Additionally, it covers how to update the dial keys for monitoring other users via the Busy Lamp Field (BLF).

Preparing for User Transfer

1. Access Admin Portal: Log into the Optus Loop Admin Portal.
2. Identify Extension: Ask the new staff member for the extension number of the phone on their desk.
3. Record Device Details: Look up and record the MAC address associated with that extension number.
4. Remove Previous User: Unassign the previous user from the device (using the MAC address identified).

Assign New User

Follow these steps to set up the new user:

1. Add User Assignment: Assign the new user to the desk phone using the recorded MAC address.
2. Update Info: Set the First and Last name fields for the new user. This updates the name in the Loop Portal.
3. Set Caller ID: Go to "User Assignments" from the left-hand menu. Update the following:
   • Caller ID First and Last name to match the new user's name
   • Set the caller ID number as needed for your organization

Update Dial Keys for Monitoring Other Users

Configuring dial keys for monitoring other users (Busy Lamp Field - BLF) is essential for efficient call handling. It allows staff to:

• See at a glance if colleagues are available or on a call
• Transfer calls quickly with one-touch transfer to monitored extensions
• View updated names of colleagues on their phone display

Configure the desk phone's monitoring settings through these steps:

1. Navigate to Edit User: From the Users menu, find the new user and select "Edit".
2. Go to Advanced: Click on the "Advanced" tab.
3. Configure Monitoring: Under "Monitoring", add the required users starting with management and working down the organizational structure. This setup ensures staff can:
   • See a red light when monitored users are on a call
   • Transfer calls efficiently using the BLF keys
   • View correct, updated names on their phone display

Re-sync device

The phone has to be resynced via Optus Loop portal or Factory Reset. 

Optus Loop dashboard resync:

1. Go to https://loop.optus.com.au/rep/#assignments/device
2. Filter by device type
   
3. For each device, click Actions > Resync device
   

Alternatively, get staff to factory reset desk phone:

For Yealink, hold down OK button until you get the option to factory reset, tap OK to proceed. Upon phone rebooting, it will get the extension configured, then a few minutes later it will receive the dial keys (flashing red LED on Yealink T48S) then reboot again to apply those dial keys.

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