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Nextiva NEXT - Using a Desk Phone with Shared Inbox

Article 000003972 · Updated Mar 13, 2026 · 1,372 views

Overview

Use this setup when your agents work from desk phones only or when they work on both web and desk phones. A Shared Inbox routes calls to assigned agents through Automatic Call Distribution (ACD) on their desk phones. Tickets for device-only agents auto-close when the call ends, so agents don’t need to disposition in the web app.

Note: Device-only agents are agents who are logged in only through their desk phones at that given time and not signed in to the web or mobile app.

When to Use This Setup

  • Your team relies exclusively on physical desk phones.

  • You want ACD to distribute voice calls only (no chat, email, SMS).

  • Agents shouldn’t need to log in to the web or mobile app to take calls, even when your team works on web, mobile, and desk phones..

Prerequisites

  • Each agent has a Nextiva-provisioned desk phone linked to their user profile.

  • You have admin access to Admin Settings in NEXT.

Set Up a Voice-only Shared Inbox

  1. Create the inbox

    • Go to Admin home

    • Select Shared Inboxes.

    • Select Create Inbox.

 

  1. Assign agents (desk phones)

    • Add the agents who will receive calls on their desk phones.

    • Confirm each agent’s user profile shows a linked desk phone.

  2. Configure call routing

  • Choose your distribution method — First In, First Out (FIFO), Last In, First Out (LIFO), or Ring All.

    • FIFO: Routes calls to agents based on the oldest call in the queue (first come, first served).

    • LIFO: Routes calls to agents based on the most recent call added to the queue.

    • Ring All: Rings all available agents simultaneously (available in workflow setup, not within the Shared Inbox configuration).

  • Set handling rules as needed (voicemail, overflow, wrap-up).

  1. Save and test

    • Save your configuration.

    • Place a test call to the inbox and verify it rings the assigned desk phones and routes as expected.

How It Works (Agent Experience)

  • Device-only (desk phone login, no web/mobile):

    • Agents receive voice calls only on the desk phone.

    • The ticket auto-closes when the call ends (no manual disposition needed).

    • Agents do not receive offers for chat, email, SMS, or social channels.

  • Desk phone + Web login:

    • Calls ring on both desk phone and web.

    • Additional channels (chat/email/SMS) become available on web.

    • Tickets stay open and can be dispositioned on web.

  • Desk phone + Mobile login:

    • Calls ring on both desk phone and mobile.

    • Additional channels become available on mobile.

    • Tickets stay open and can be dispositioned on mobile.

ACD Status on the Desk Phone (What to Expect)

  • Login (agent logs into ACD from the phone):

    • Phone is ready to receive ACD offers (ringing depends on Available/Away below).

    • If no call is answered, tickets remain unassigned/open.

  • Logout (agent logs out of ACD on the phone):

    • No ring offers are sent to the phone.

    • Tickets remain unassigned/open.

  • Available:

    • Phone receives ring offers.

    • If the call is answered, ticket is assigned to the agent and auto-closed at call end (for device-only).

    • If the call is missed and not answered by another agent, ticket remains unassigned/open.

  • Away:

    • Phone does not receive ring offers.

    • Tickets remain unassigned/open.

 

Tip: Train agents to toggle Available/Away from the phone to control whether they receive calls.

Important:

  • This setup is for desk-phone–only users. Agents won’t receive chat, email, or SMS offers when using device-only login.

  • Web or mobile login overrides device-only: as soon as an agent signs in on web or mobile, additional channels can route there and tickets will require manual disposition.

  • Use Auto-Dispositions to keep call flow smooth for desk-phone-only agents.

  • For voicemail and reporting, manage settings from the Admin portal associated with the Shared Inbox.

  • Call Summarization is available for calls handled via Shared Inbox.

  • Call Transcription is also supported for user calls.

Test Your Configuration

  1. Confirm each agent can log in to ACD from the desk phone and set Available.

  2. Place a call to the Shared Inbox number or entry point.

  3. Verify:

    • The call rings the assigned user’s desk phones following your routing rule.

    • Answering the call assigns the ticket and auto-closes it after the call ends (device-only).

    • Missed calls behave per your voicemail/overflow configuration.

Quick Troubleshooting

  • Phone isn’t ringing:

    • Agent is Away or Logged out from ACD on the device.

    • Agent isn’t assigned to the Shared Inbox or the group.

    • Routing rule excludes the agent (for example, skills or overflow rules).

    • Device not linked to the user in Admin.

  • Ticket didn’t auto-close:

    • Agent was also logged into web or mobile.

  • Calls not distributing as expected:

    • Check the distribution method — options include First In, First Out (FIFO), Last In, First Out (LIFO), or Ring All (available in workflow setup).

    • Make sure the chosen method matches your routing logic (for example, by inbox, all inboxes, or status).

    • Review voicemail/overflow settings and any wrap-up time.

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