Pickup Button For Call Queue

[CornishSteve]

Hey wonderful forum users,

I'm looking for some advise if possible.

I have a call queue that has 10 agents assigned the the queue. 8 'normal users' who are logged into the queue and accepting calls and 2 mangers that are members of the queue but are not logged in (so their phones don't get polled every time the queue is called).

The 2 manager users have asked is if it is possible to have a BLF key programmed to enable them to 'pickup' calls in the queue without needing to be logged in (giving them the freedom to choose if they answer the calls at busy times).

I've tried 20QUEUENUMBER but it didnt work for me.

Has anyone had any success with this sort of setup?

I appreciate any suggestions you may have.

Cheers

Steve.

 

[JohnS_3CX]

Hi @CornishSteve

In order for the pickup code to work, the agent must be polled, so if all agents are busy then no polling is taking place, hence * 20 * will not work.

The manager can use their webclient though, and transfer the call to their extension using the switchboard if this helps.