Call Handling : Group Pickup Feature

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  • Updated 3 months ago
We're a relatively small company doing software development for a number of customers. We work in an open plan office doing. Each staff member has their own DDI number, there's also a general office number handled by our office admin. All the staff have a cordless deskphone (Yealink W56P) and the RC app + wireless headset.

If a customer dials one of developers and they're not available their phone rings and will eventually go to voicemail. We're not keen on that, we'd much rather they got a human response - so we like to pickup those calls and see if we can help out straight away.

With our old analog system we could just key R*8 on any handset to pickup any currently ringing phone. We didn't need to know which phone was ringing.

Right now we can't do this with RC. We have to use presence and set presence for each user so that all other users can see it. Then everyone needs to add everyone else onto their HUD. Then when they hear a phone ring, they have to find it on the hud - hurry to get their headset on - and then click to pickup the call. They can't pickup with their deskphone. They can't pickup if they are away from their PC.

I'd like to see a feature "Group Pickup". Where I can define a group (for us it would be everyone), and that group would have an ID or maybe an extension number (e.g. 100) . Then when anyone in that group received a call I could pick it up from the hud, or better still from the desk phone. Maybe by keying *100 or something like that.

Then we would need this complicated presence setup and people can quickly pickup any ringing phone without having to know specifically who's phone was actually ringing.
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Matthew Underwood

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Posted 3 months ago

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