Can presence be used on desktop app/softphones to answer calls from another extension?

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  • Updated 4 months ago
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We are setting up new phones and have a group that round robins.  All users are using the desktop app.  If no one in the group answers the call it then rings another extension which has an actual desk phone and everyone can hear it.  We would like anyone in the company to be able to answer that call from their desktop app.  Is that possible?
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Heather Adams

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Posted 4 months ago

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Danno, Champion

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Yes, VIA HUD in the desktop app.
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Heather Adams

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I did that already.  I even marked "ring my phone when a monitored extension rings".  My softphone doesn't ring and I don't get the "pickup" option in HUD.
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Danno, Champion

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Well, it could be a couple of things.  How about CALL HANDLING for the extension you want to pick up; is the "My Desktop & Mobile" turned off?
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Heather Adams

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Yes, it is.  But why would that make a difference?
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Danno, Champion

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Well, as I showed you in the screen prints, it does work.  It's kind of tough to provide assistance via this page.  Your best bet is to reach out the tech support since they have access to your account and they can also answer your other questions. 
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Heather Adams

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Will do.  Thanks!