Call pickup ACD Calls (on non-ACD set)

[Utreg]

The situation:

An ACD group receives an ACD Call, it rings on an agent set but the agent "run away" (without using the NRD key).
A helpfull assistent on a non ACD set nearby tries to pickup the call by using her Call Pickup Key (RNP) but pickup fails.

All sets are in the same RNPG and have CLS PUA.

Any suggestions how to solve this?

I already tried to explain the principle of ACD to my users: if you are not able to receive ACD calls 'please press the NRD key, the calls will go to the next available agent' but they haven't got the disipline to do so. I also explained Call pickup is possible but only from their private DN.
Am I right in this view?
Regards,
Edwin

 

[cmawbey]

You are correct in stating that ringing pick up cannot be used to answer ACD calls. Depending upon your system you may be able to set the RTQT (return to queue timer) to return unanswered calls back to the queue Colin