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church1 avatar image
church1 asked ·

pickup call from call queue user not in

Our client's phone numbers ring in our system and we answer them.  Each client has a different call queue.  Several employees are assigned to each call queue.  However, occasionally those people may not be able to answer the queue.  Is there a way for another employee nearby who is hearing the phone ring to answer the call?  In other words, can someone answer a call queue they aren't assigned to?
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bjsvec avatar image
bjsvec answered ·
I am not aware a good solution for this as of now. There is a feature request somewhere for the feature commonly called "call pickup" and specific features called "group pickup" and "directed call pickup".  Maybe an admin can find it and move this there for more visibility.

They way these features work on most PBX systems I have seen is a button or code.

Group Pickup: Predefined group of extensions and any can be answered by dialing a code.
Directed Call Pickup: dial a code+extension to pickup a particular ringing extension or call queue pilot.

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danno avatar image
danno answered ·
If you have a phone, with ample keys/buttons, you could use Presence keys.
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mike avatar image
mike answered ·
Also, you might consider setting up an Overflow Call Queue:   Overflow Call Queue Overview
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