Question about pickup rights within one group

[François (tebu-bio)]

From what we tested and read in the documentation, if we want member of a group to be able to pickup only the calls from their own group, we need to tick the option " Limit Call Pickup to calls received in their extension group", and then make sure that every member of the group shows the calls and see the calls. There is NO way to have the rights to pickup the calls from the group without seeing all the calls details ?

And if we enable pickup rights globally, anybody can pickup any call, without needing the rights to see / show the calls ?

Do we understand this right ? It seems weird that we need to give more rights on the group level than what is already working on the global level. It's a problem for us, as we would need to have members of a group able to pickup calls from the others within the group, but without showing all the call details.

Thanks in advance if you can confirm we got this right

 

[Evolute IT]

From what we tested and read in the documentation, if we want member of a group to be able to pickup only the calls from their own group, we need to tick the option " Limit Call Pickup to calls received in their extension group", and then make sure that every member of the group shows the calls and see the calls. There is NO way to have the rights to pickup the calls from the group without seeing all the calls details ?

And if we enable pickup rights globally, anybody can pickup any call, without needing the rights to see / show the calls ?

Do we understand this right ? It seems weird that we need to give more rights on the group level than what is already working on the global level. It's a problem for us, as we would need to have members of a group able to pickup calls from the others within the group, but without showing all the call details.

Thanks in advance if you can confirm we got this right

You did understand it correctly.

However, I don't see how call pickup is useful without knowing who called. So, no, there's no way to hide the details.

 

[François (tebu-bio)]

But then how come you can have pickup rights on anyone (without group restriction) and without seeing the call details ?

We would like it for this scenario : we have a call center, customers are calling and anybody in the group can answer. To avoid having all the phones ringing together and a too long wait for the customer, we have one phone ringing (it doesn't belong to anybody, it's just in the center of the room to provide the ring sound), and anybody in the group can pickup the call. They don't need to know who is calling at all. This way, all the phones are not ringing together, and the customer is waiting less since the call is available to anyone. If we use a queue, either it sounds on everyone phone, or it goes from one phone to the next one. So our current solution avoids those two problems. Except that we can't program it on 3CX, except by showing all calls details (I don't think they will accept that), or by giving pickup rights to everybody on any call (not just in the call center group). Are we understanding this right ? Or is there any other solution to replicate our current scenario ?

 

[Evolute IT]

But then how come you can have pickup rights on anyone (without group restriction) and without seeing the call details ?

We would like it for this scenario : we have a call center, customers are calling and anybody in the group can answer. To avoid having all the phones ringing together and a too long wait for the customer, we have one phone ringing (it doesn't belong to anybody, it's just in the center of the room to provide the ring sound), and anybody in the group can pickup the call. They don't need to know who is calling at all. This way, all the phones are not ringing together, and the customer is waiting less since the call is available to anyone. If we use a queue, either it sounds on everyone phone, or it goes from one phone to the next one. So our current solution avoids those two problems. Except that we can't program it on 3CX, except by showing all calls details (I don't think they will accept that), or by giving pickup rights to everybody on any call (not just in the call center group). Are we understanding this right ? Or is there any other solution to replicate our current scenario ?

Like I said, you can't really.

The Webclient will show all details because it's how it is built. You can remove the pickup right from a user but they can still see the calls.

To achieve what you want, I would use a BLF on each phone, and tell them to not use the Webclient. This way, the BLF flashes red on incoming call, they can pickup but no caller ID will be shown. That's the only thing I can see.

 

[François (tebu-bio)]

Thanks for the answer Frederick. Indeed, it seems to be the fastest way. We will maybe use the webclient, as we had to create a queue for the dummy phone. We can still place people in the queue, disconnected, but they see the calls in the queue page, so they can pickup the call. It's more or less the same kind of clicks as the Windows client (most people don't have a phone here, we tried it the modern way

 

[Evolute IT]

Thanks for the answer Frederick. Indeed, it seems to be the fastest way. We will maybe use the webclient, as we had to create a queue for the dummy phone. We can still place people in the queue, disconnected, but they see the calls in the queue page, so they can pickup the call. It's more or less the same kind of clicks as the Windows client (most people don't have a phone here, we tried it the modern way

Queues are great, just don't forget that if you are using Standard edition, queues are no longer available.