Limit CallPickup

[Alle CTEC]

The Limit call resumption to calls received within the same department option, How does the fourth option affect the Resume a call code?

Unfortunately, this customer is using a previous Alcatel PBX where he could use a code to answer any call destined for the office, so there were a certain number of groups and a unique code that allowed the call to be resumed. Now, since it's not possible to retrieve a user's call from a queue by double-clicking the blf button, even if it's from the same department. If I use the generic call resume code, how can I prevent the user from answering a call from another office?

 

[vipin.rathore@thetelephon]

The "Limit call resumption to calls received within the same department" option restricts users from resuming or retrieving calls that belong to other departments. When enabled, users should only be able to retrieve calls associated with their own department, which helps prevent users from accidentally or intentionally picking up calls from other offices or business units.


If your customer previously relied on a global pickup code in the Alcatel system, the closest approach in 3CX would be to carefully structure departments and user permissions so that call pickup remains limited to the intended group of users.


It may also be worth reviewing whether Call Queues, Ring Groups, or Department-based routing could achieve the desired behavior, depending on how the offices are organized. The exact result can vary depending on whether the call is ringing an extension, queue, ring group, or parked call.


Could you clarify whether the customer is trying to retrieve calls from individual extensions, Ring Groups, or Queues? That would help determine the best equivalent workflow in 3CX.

 

[accentlogic]

@Alle CTEC to get the Call Pickup option in 3CX v20 for accounts using the User role you can give them the See Calls and Call Operations rights in the View tab for the user. The Call Operations allows Call Pickup, but with v20 security they must be able to "See" the call to do so. Users with the Reception Role or higher will have these rights by default.

Users with the correct permissions can use the 3CX default Call Pickup code of *20* to answer any ringing call, or *20extention to pickup a call from a particular ringing extension, or press a flashing BLF key for that extension.

 

[Alle CTEC]

What you say is correct, but there's only one detail: if the call comes from a queue, you can't pick up the call directly by clicking the user's BLF button. I addressed this issue in another post https://www.3cx.com/community/threads/doubt-about-departmental-roles.137359/page-2#post-660003 This functionality cannot be performed, only queue members can directly pickup from the user blf key.The generic resume code works, but I wanted to prevent the user from answering a call from another department. This is a 3CX cloud solution for a customer with five locations, but multiple departments within the same location.

 

[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.

 

[Alle CTEC]

I can only ask how can I mark the post as solved thanks

 

[KyriacosS_3CX]

You simply have to ask Depending on the section it can be a moderator only option. I see you wanted to close a few - I'll go through them, or DM me a list if you wish.