Picking up calls in a Queue

[jasonhayes]

Hi

Is there anyway to pickup a call from a Queue, if you are not logged into the Queue. This is to solve two issues, one while in wrap-up time your phone just doesn't ring and you can be sat watching the call about to breach, but can not help your fellow agents and also if really busy, another agent can not just pickup the call without having to log into the Queue. I have tried *20[Queue number], hoping that would work, like if you want to pickup an ext that is ringing, but that doesn't work.

 

[YiannisH_3CX]

Hello there,

You can use *20* to pick up a call ringing in the system even from a queue.
If more that one calls are ringing you will need to know which extension the queue is polling at the time and use *20*extension number e.g *20*100

 

[jasonhayes]

Thank you. Can *20*Queue Number work in the same way? This would also solve the wrap-up time issues, as if all agents are in wrap-up, you just have to wait for it to expire. *20* is a bit random and could pick up calls anywhere.

 

[YiannisH_3CX]

No i am afraid that you can only pick up calls from an extension or a ring group. Not from a queue, you have to know the extension the queue is polling not with the queue virtual extension number.