Doubt about departmental roles

[Alle CTEC]

If the user isnt member of the qeue this is correct.

Users need to be able to answer if their colleague isn't present. That's all. If I use the generic code, I risk getting a call directed to another department—there are six in total.

 

[Alle CTEC]

Its likely that because the user does not have "show my calls" rights to other depts, this is why BLF key cannot see/find the call (and cant have if not in the dept)

Call pickup dial code works - this must work by picking up the next call in the pbx vs trying to pickup another users extension.

As I wrote above I have already inserted the users of department A into department B but for external calls the problem remains so most likely it is a queue problem as you write @bitn2. However, I cannot put users in the same queue

 

[bitn2]

That's not the way how qeues are working...

 

[Alle CTEC]

That's not the way how qeues are working...

In this scenario, I have multiple locations, so there are multiple departments within the same location, even more than one department. Now, using the generic pickup code, I could answer a call from another location. The customer simply asks me, "The person has temporarily left their desk." I hear their desk ringing. How can I take the call? Do I have to replace the queues with ring groups? Will I lose the music on hold?

 

[KyriacosS_3CX]

Hi,

If I am understanding correctly, your best path forward is proper queue "Destination if no answer" setting, where you point this to whatever is your alternate pickup option - other queue, extension etc.

As a first point, for queues to work optimally, members should be logging out if they are not at their desk so the call can be sent to the next hop directly. Otherwise you can make sure the queue timeout is appropriate.

And with update 9 you can manage such scenarios within each queue itself using the cumulative strategy (https://www.3cx.com/blog/releases/call-center-queue-features/ ).

All the above do not depend on someone hearing a phone in the distance or noticing a light has been blinking for too long, but your fallback answerer get's a proper call.

 

[Alle CTEC]

Hi,

If I am understanding correctly, your best path forward is proper queue "Destination if no answer" setting, where you point this to whatever is your alternate pickup option - other queue, extension etc.

As a first point, for queues to work optimally, members should be logging out if they are not at their desk so the call can be sent to the next hop directly. Otherwise you can make sure the queue timeout is appropriate.

And with update 9 you can manage such scenarios within each queue itself using the cumulative strategy (https://www.3cx.com/blog/releases/call-center-queue-features/ ).

All the above do not depend on someone hearing a phone in the distance or noticing a light has been blinking for too long, but your fallback answerer get's a proper call.

Thanks a lot for your reply. One last piece of information. Would the pickup be available if I use a ring group instead of a tailpiece?

 

[KyriacosS_3CX]

A Ring Group also has timeout and Destination if no answer, so in general yes it can work - you would be loosing some fine control but that would be down to how you want things to be done exactly. If the calls are meant to be for one user only specifically, you could assign the DID to them and configure the forwarding if not answered at the user level too.

 

[Alle CTEC]

A Ring Group also has timeout and Destination if no answer, so in general yes it can work - you would be loosing some fine control but that would be down to how you want things to be done exactly. If the calls are meant to be for one user only specifically, you could assign the DID to them and configure the forwarWait, my question is this: OK, you can't pick up a call from a queue if you're not a member of the queue. If I use a hunt group instead of a queue, a member who isn't part of the hunt group can pick up a call from the hunt group.ding if not answered at the user level too.

 

[Alle CTEC]

I'm closing this post. I've installed V20 Update 9 Release Candidate 3 to test the new features. It's just a mental leap into a different way of working and answering calls. The new queue management features—callback on request, escalation options, and request options—make 3CX a cutting-edge system that centrally manages call routing. Pickup is now superfluous because the new features allow you to manage queues efficiently. Furthermore, if the user sets their status correctly on the 3CX client, even internal calls can be easily optimized with just one click.