How to pickup a call sitting in Que? 3

[foneman1]

I have an Avaya IPO 9.0 with VMPro. I setup 15 Queued Hunt groups, and everything works fine. The customer would like to be able to pickup a call that is sitting in Que. Foe example, user in Hunt group A is on the phone and has calls in Queue, user in Hunt group B has no calls but would like to help user in Hunt group A. Or a call is transferred to a Queue by mistake and the user would like to get that call back. Group pickup or direct pickup did not work if the call is in Queue. Any suggestions would be greatly appreciated. Thank you.

 

[Westi]

you can create Group buttons and they will light up when a call is in queue, to pick it up you just push it once and the next call in line will be picked up

Joe W.

FHandw, ACSS (SME), expired ACIS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[foneman1]

Thanks Joe, that would work but I do not have 15 open buttons on all the phones. I was hoping for a code that they can dial. Thanks again.

 

[Westi]

they can dial a code but you would have to dial one of 15 codes or do a "pickup any" which may also pick up a call that rings directly to another extension rather than one of the groups

Joe W.

FHandw, ACSS (SME), expired ACIS (SME)


"This is the end of the world, make sure to buy your T-shirt before it is too late"
Original expression of my daughter

 

[tlpeter]

Softconsole can have 7 or 8 queues visible.
Click on it and you pickup the first call.
But i would change the amount of groups to be honest.
Why 15 groups?

BAZINGA!

I'm not insane, my mother had me tested!

 

[foneman1]

Thanks tlpeter. They have 15 inside sales reps and most of the callers ask for the reps by name. We are going to try 2 add on modules for now and if they like it we will add more. Thanks.

 

[Cat5Jive]

So you are creating a queue for each individual sales rep, with the option for any other sales rep to pick up calls queued in the other reps call queues? Sounds like an idea that a customer thought up. I love it when I get these - "Can you get the call to ring here but appear there but then ring back to there unless that person is busy in which case it should ring this person" followed two weeks later by "This is too complicated, I know you spent 6 hours configuring and testing this but it should just go to voicemail like you recommended"