Pick up calls from call queue

[thatguycraig]

Hi guys

first post and only very new to everything SIP, so be gentle

we are testing 3CX here, and are using Yealink T23G phones

The way we are set up, is we must have Call Queues, with a few numbers in it, that a customer/staff will ring to reach that team.

What we then need is the ability to pickup a call from that group if need be.

For Example:

A client rings the IT team. Tech 1 and Tech 2 are in the call queue, and both phones ring at the same time. Tech 1 and 2 are away from their desk.
Tech 3 would like to answer the call, and (the idea is) he presses a button to answer the call in the queue, so that it does not ring out.

I know with yealink you cal dial *20* the the extension of the ringing phone, but 1) thats a long arse way about it and 2) i dont know if that will work when its technically a call queue ringing anyway

any ideas/help please?

As a note, we currently have Avaya phones on a BCM system, and we have a "group pickup" button, that does the same job. thats what Im after

many thanks

 

[leejor]

You may be better off using a Ring Group as Queues expect that an agent is available to take a call, when the set is idle, and not flagged as unavailable.

You should then be able to use call pickup...... *20*(ring group number)