RAF_Richard
Technical User
Hi all
I am relatively new to Aura CM coming from a Avaya/Nortel CS1000 background. I am working with a large corporate customer who is transitioning to CM.
They have a requirement for a number or reception offices where calls can be distributed to the phones in that office and overflow to security office after hours.
I have setup a test hunt-group with queuing and 2 phones, both in a call pickup group. It works well with one issue: if the 1st receptionist is busy doing something and cannot answer a call on their phone and the 2nd receptionist uses the call-pickup key to answer it, the 1st receptionists phone cannot receive any more calls for the duration of that call as their call-appr key has a flashing green light indicating it is busy even though the call has been answered on the 2nd phone.
I have configured an Aux-work key on each phone so they can opt out of the hunt group when they are busy or away but the customer insists that they have the ability to answer each other calls without this restriction.
The issue seems to be with the call pickup feature, when a phone answers a call from another member in the call pickup group, the phone that the call was first presented on remains busy while that call is in progress and hence will not receive anymore calls from the hunt group.
Does anyone know of a way round this? Maybe there is a system option I am not aware of that can resolve it or perhaps a totally different configuration. Any ideas would be greatly received.
Richard
I am relatively new to Aura CM coming from a Avaya/Nortel CS1000 background. I am working with a large corporate customer who is transitioning to CM.
They have a requirement for a number or reception offices where calls can be distributed to the phones in that office and overflow to security office after hours.
I have setup a test hunt-group with queuing and 2 phones, both in a call pickup group. It works well with one issue: if the 1st receptionist is busy doing something and cannot answer a call on their phone and the 2nd receptionist uses the call-pickup key to answer it, the 1st receptionists phone cannot receive any more calls for the duration of that call as their call-appr key has a flashing green light indicating it is busy even though the call has been answered on the 2nd phone.
I have configured an Aux-work key on each phone so they can opt out of the hunt group when they are busy or away but the customer insists that they have the ability to answer each other calls without this restriction.
The issue seems to be with the call pickup feature, when a phone answers a call from another member in the call pickup group, the phone that the call was first presented on remains busy while that call is in progress and hence will not receive anymore calls from the hunt group.
Does anyone know of a way round this? Maybe there is a system option I am not aware of that can resolve it or perhaps a totally different configuration. Any ideas would be greatly received.
Richard