Solved Configuring BLF for unknown users

[ITSP]

This is going to sound weird but bear with me.

In reception, there are 4 seats. Each seat has 1 hotdesking phone. Receptionists log in to each phone when they start their shift. The main problem is that our reception queue is configured as Prioritized Hunt. When a call comes in to the queue, it rings agent 1 first, if no answer, ring agent 2 and so on. There are times when agents 1 and 2 are NOT on the phone but talking to someone in person and agent 3 wants to pick up the call in the queue.

No problem (we thought), just configure BLF of each agent so that they can pick up the other agents' calls.

Problem is, there are 7 receptionists and they have different schedules of when they come in (hence the issuance of a hotdesk phone for each seat).

So, is there a way to populate the BLF of each agent with whoever is logged in to the other 3 hotdesk phones in reception? Is there a different solution to achieve what they want?

 

[paulodagraca]

Hello,

Normally, that would be a call pickup button.
For me that would be the way to go
Depending on the hardphone type/model used, that could be a button already.

Paulo

 

[ITSP]

Hello,

Normally, that would be a call pickup button.
For me that would be the way to go
Depending on the hardphone type/model used, that could be a button already.

Paulo

Yes, that's what we were thinking. Use one of the buttons on the phone as BLF assigned to pick up an extension. But since there are 7 receptionists (each with a different extension) and only 4 physical buttons on each phone, there's no way to assign each receptionist's extension to the buttons.

 

[paulodagraca]

Hello,

There are 2 way's that call pickup works.
1- dial callpickup code and add extension number to it "call pickup direct".
2- just dial the callpickup code, being "call pickup general"

This last option would be the way to go in your situation.

As example *20*4567 would pickup the call from extension 4567.
And *20* would pickup any call that is ringing at that moment in the group, queue, department, system. Depending on rights and options

There is a System - Option to limit call pickup to within a department, you should use that (i think).

Paulo

 

[ITSP]

Hello,

There are 2 way's that call pickup works.
1- dial callpickup code and add extension number to it "call pickup direct".
2- just dial the callpickup code, being "call pickup general"

This last option would be the way to go in your situation.

As example *20*4567 would pickup the call from extension 4567.
And *20* would pickup any call that is ringing at that moment in the group, queue, department, system. Depending on rights and options

There is a System - Option to limit call pickup to within a department, you should use that (i think).

Paulo

Thanks. I tried that by assigning BLF to custom speed dial number *20* and named it Call Pickup. I can't test it until later though. Hopefully it'll work.

 

[ITSP]

Yup, that worked!