Good afternoon,
If you look under the Members - are you allowing them to take themselves out of the call queue?
We find for the call groups that we allow staff to turn off the queue, the more times we get calls about ‘why doesn’t my phone ring?!?’
@donnelly341
if you mean picking up direct calls to one of the extension, then you need to configure call pick up. There are 3 kinds of call pickup:
1. Directed pickup
2. Group pickup - see below
3. Call queue pickup
go to Phone System > Groups > Call pickup > Group pickup > create a new group call pickup group.
Once you finish creating it you will get a pop-up asking you
“Do you want to add the Group Pickup key to member phones automatically?”
Yes, you do.
Go to Users > click on a user > Devices & numbers > Presence > at the top there is a checkbox “Ring my phone when any user I am monitoring rings”
If you leave it unchecked - the pick up key will just flash.
If you check it - the phone will also ring when there is a call available to be picked up.
“But what about Directed pickup” you might ask.
it also works but instead of a pickup key you will have to dial *58 followed by the extension number of the user from whom you are picking up the call.
“and what about call queue pickup?”
The other 2kinds of pickup are for picking up direct calls. Call queue pickup is for picking up call queue calls. Seems to me like it’s not relevant to you.
@Joe Cache and @Good, thanks so much for jumping in! 😉
@donnelly341, let us know if any of their suggestions helped resolve your issue.
Thanks, I just set up the Group pickup with your very clear instructions! I initially set up the call queue pickup but it didn’t address our problem.
Glad to hear it worked! 🤗
