Preserve Distinct Line Key Indicators for Monitored Users Receiving Direct Calls

Summary:
Introduce an option that allows monitored line keys to clearly distinguish between direct calls to a monitored user and calls intended for the local user, restoring the previous visual behavior or making it configurable.

Business Need

Organizations that rely on Busy Lamp Field (BLF), monitored extensions, and delegated call answering need to immediately identify who an incoming call is intended for.

Previously, when a direct call was placed to a monitored user, only that user's monitored line key would indicate the incoming call while other monitored line keys remained unchanged. This allowed receptionists, assistants, and team members to instantly determine whether the call was for themselves or another user.

With the newer call handling behavior, all monitored line keys flash simultaneously during a direct call to a monitored extension. As a result, users can no longer easily identify the intended recipient without checking additional information.

Current Behavior
User A receives a direct inbound call.
Team members monitoring User A observe multiple monitored line keys flashing at the same time.
Users cannot immediately determine whether:
the call is for themselves,
for User A, or
for another monitored extension.

This creates confusion in high-volume call environments.

Requested Enhancement

Provide one of the following options:

Option 1 (Preferred)

Restore the previous BLF behavior where only the monitored extension receiving the direct call displays the incoming call indication.

Option 2

Add an administrator or account-level setting that allows customers to choose between:
Legacy BLF indication (only the called extension flashes), or
Current BLF indication (all monitored line keys flash).
Benefits
Eliminates confusion for receptionists and executive assistants.
Improves call handling efficiency.
Allows users to immediately recognize whether an incoming call is intended for them or a monitored user.
Reduces accidental call pickups.
Preserves workflows that customers have relied on for years.
Use Case

A financial services office has multiple employees monitoring each other's extensions so they can answer calls when someone is unavailable.

When Jeremy receives a direct call:

Jeremy's monitored line should indicate the incoming call.
Lisa should still be able to answer the call if necessary.
However, Lisa should immediately recognize that the call is intended for Jeremy—not for herself.

This behavior was previously available and provided a much clearer user experience.

Expected Outcome
Customers should have the ability to clearly distinguish direct calls to monitored users without sacrificing monitored extension or call pickup functionality.