Call Pickup Button from windows client

[Marco-Shagrat]

Hi all,
I cannot understand very well how the "pickup call" button works in the windows client.

I have a little pbx, only 10 extensions, only the DEFAULT group.

Both group and extensions have the "Perform operations (divert, transfer, pickup)" rights.

When an internal call is performed, right clicking on the ringing extension a context menu appears and i can see the "pickup" option, when the call is external the option does not appear in the context menu.

The strange thing is that using the dial code "20" i can pickup every call.

How does the windows client work?

Thanks in advance!

 

[YiannisH_3CX]

Hello @Marco-Shagrat

Is the external call going directly to an extension a queue or an IVR? You should be able to pick up the call if the PBX is ringing an extension of the same group as you.

 

[Marco-Shagrat]

hi,
thanks for the reply.

The call is going to a queue, as said before there is only 1 group in this PBX, the DEFAULT one with all the extensions within.

 

[YiannisH_3CX]

If that is the case then you will not have the option to pick up the call. You will need to pick up the leg of the call that is polling the agents.

 

[Marco-Shagrat]

If that is the case then you will not have the option to pick up the call. You will need to pick up the leg of the call that is polling the agents.

Sorry, what do you mean with "You will need to pick up the leg of the call that is polling the agents."?

Can I provide you somthing that helps to resolve my issue?

Thanks in advance

 

[YiannisH_3CX]

When a call comes into a Queue there are 2 or more parts of the call visible. The first is the part of the call that has been answered by the Queue. The other parts are the Queue attempting to poll the agents.
You can only pick up the part of the call that the Queue uses to poll the agents.


In the example in the screenshot, i can only pick up the 2 bottom lines of the call that are polling agents.
If i try to pick the call up from the first line i do not have this option.

 

[Marco-Shagrat]

When a call comes into a Queue there are 2 or more parts of the call visible. The first is the part of the call that has been answered by the Queue. The other parts are the Queue attempting to poll the agents.
You can only pick up the part of the call that the Queue uses to poll the agents.
View attachment 10996

In the example in the screenshot, i can only pick up the 2 bottom lines of the call that are polling agents.
If i try to pick the call up from the first line i do not have this option.

Thank you for the reply.

Ok, i undestand, but on the Windows Client I can only see the contact that is ringing with the little square next to it flashing red, there is no possibility to choose which one of the "x" calls I want to pick up.

In the attached screenshot i have the pickup button, but in the cases I described before that button does not appear at all.

thanks in advance

 

[Marco-Shagrat]

Thank you for the reply.

Ok, i undestand, but on the Windows Client I can only see the contact that is ringing with the little square next to it flashing red, there is no possibility to choose which one of the "x" calls I want to pick up.

In the attached screenshot i have the pickup button, but in the cases I described before that button does not appear at all.

thanks in advance

Any news about this? sorry for the "bump"

Regards

 

[YiannisH_3CX]

You will need to use the switchboard of the client. You cannot do it from the presence screen.