I need to allow a user not in a specific group to pick up the calls when that group is busy but don't want it to ring on his phone.
Probably Queue Call Pickup feature (QCP) is that you need.
Users are in queue. Somebody call to queue and one of available agents can pick up call. If nobody answers, QCP extension on the HUD allows an user who registered as pick up person (he can belong or not belong to the queue) pick up this call.
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