Reception User can't take Calls from User with Higher Permissions

[GPS-WATCH]

Good Morning @all,

We noticed that a user with reception rights cannot accept calls from a user, e.g. admin.Normally, the reception user can use the 3 points menu in the team view to accept the call, redirect or reject it.

I myself have system user rights and a colleague has admin rights and our reception user cannot return our calls from us.

Are we doing something wrong or is it supposed to be that way? It would be great if someone could explain it or have we discovered a bug?

We are on Windows Version 20.0 Update 0 (Build 1620) in the Enterprise version

This is a Screenshot from a Reception User on a User with not Higher Permissions

 

[NicholasP_3CX]

Check that all the users are in the same department.

Do you have the option to only pickup calls in the same department?



If they are in different departments, you may need to enable the operations option in the view tab of the user (receptionist).

Generally, a lower role user will not be able to see the calls of system owners for example to do a pickup.

We may need more info on the setup and how the call is coming in.

 

[GPS-WATCH]

Check that all the users are in the same department.

Do you have the option to only pickup calls in the same department?

If they are in different departments, you may need to enable the operations option in the view tab of the user (receptionist).

Generally, a lower role user will not be able to see the calls of system owners for example to do a pickup.

Hello NicholasP_3CX: The option is not active and everyone is in the same department. But I think you've already told me the solution. I'm the owner with the rights and my colleagues at reception can't pick up my calls because of that i have higer Tier Level. Is there a way to allow this anyway?
But I thank you anyway

 

[NicholasP_3CX]

The calls of a higher tier level user, like system owner are not visible to the rest of the department, so they wont be able to pick up the calls. To be able to pick up a call you have to be in a position to see the call.

 

[GPS-WATCH]

Ah, I see, that explains the behavior, thank you. Is there a way to switch it off or would you be willing to build a function to make this possible? So that a receptionist can accept Cals from Higher Tier and also take over when a call is made there?