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

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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 1 year 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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How do I answer a call in HUD?  I tested it by monitoring another phone and I can see the phone ring but I couldn't pick up the call. (And it was set up in settings to allow me to answer.)
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Danno, Champion

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In your HUD you'll see this...
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Run your mouse over the extension and then click on "Pickup"...
(Edited)
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Heather Adams

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"Pickup" does not come up as an option.  Just Call and Text.
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Danno, Champion

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Then you need to program Presence permissions.
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On the extension you want to pickup the calls for; go to PHONE & NUMBERS/PHONES/PRESENCE/PERMISSIONS and the check your extension as one that can answer the calls ringing on said extension.  Repeat for the other extension that should be allowed to do the same.
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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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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!