ACD/Pickup query

[csc4096]

We have a dedicated I2004 telephone in our office upstairs specifically to deal with external financial calls (calls come in and are routed to the phone via skillset/ACD queue).

I need our receptionists to be able to pick up the call on this ACD queue if the phone rings and there is no one nearby to answer it, however for operational reasons I cannot just add this skillset to their existing ones nor can I change the Symposium script to reroute it after a certain time.

I've tried DNU and RPG and these work if the extension is called but not if the call comes in over the ACD number.

Can someone please advise. (Option 11 system)

Cheers

 

[bigindian65]

You can re-route it with the script, if still queued after a certain time, pull it out of the queue and route it to the number you want.

 

[csc4096]

Sorry. Thought I made it clear in the original post - I can't reroute it in the script. For operational (ie senior management decisions) I have to keep the reception scripts separate from this financial one.

I need to be able to actually pick up the line from another phone if it rings.

 

[jaxuser]

You cannot use call pick up for queue calls.