Directed Pickup and Group Pickup 1

[sienz]

Hi,

What is the difference between Directed Pickup and Group Pickup?

I have 2 pickup group in my buidling, one is for business and one is for (small) call center. I have put them in the different pickup group but today, I found out that one of the Call Center agent can pick up business phone by dialing F76. I research about pick up group in BCM and find Directed Pickup and Group Pickup.

Is F76 override the pickup group and able to pickup any phone eventhough the user is not a member?
Can I limit this user to she can not user F76 feature?

 

[biv343]

Yes, you can disable directed pickup. To use directed pickup, you enter F76, then the extension you want to pickup. You disable it under the capabilities of the set.

Group pickup lets you pickup a ringing phone in your group by pressing the pickup button, or F75, without specifying an extension.

Call pickup shouldn't be used by call center agents, at least to pick up calls ringing on other call center phones, especially if you use call center reporting. It'll hose up your stats.

 

[sienz]

biv343,
Thank you for your information.
I am trying to disable directed pickup and I could not find it.
Is it: Services-Telephony services-system DNs-Active set DNs-DN#-Capabilities.

In this "Capabilities", I do not see any "Directed Pickup" option. I only see Pickup Group

Let me know please.

Thank you

 

[biv343]

My apologies - it's a global setting.

Service, Telephony Services, General Settings, Feature Settings. Set directed pickup to N. This affects all phones on the system. Sorry for my misinformation.

 

[sienz]

Thank you very much, you make my day.

 

[sienz]

Sorry, one more question.

If I disable directed pickup, WOULD also disable the group pickup?

 

[biv343]

No. You would just set the pickup group to "none" to prevent a phone from picking up other phones using F75.