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The Guide describes what are call and pickup groups and shows explains how to configure them. Created: June 2019 Permalink: https://confluence.wildix.com/x/BADJAg |
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Overview
- Call group (do not confuse with Call groups (Queues) is a list of group memberships that users belong to for call pickup purposes
- Pickup group is a list of groups that users are permitted to pick up in
Call and pickup groups are designed to be able to pick up call group calls and prevent from creating a big amount of ACL groups to pickup purposes. Usually members of one department, / team who share the same office are added to one call group.
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User A belongs to "Support" Call group. User B belongs to "Sales" Call group. If User A wants to pick up calls of User B, it is necessary to add "Sales" to Pickup groups of user A.
Configuration
To enable the new behavior:
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Names of Call/ Pickup groups should:
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After the configuration
When the new functionality is enabled (means that at least one value is added to "Call groups"/ "Pickup groups" field), BLF "Group pick up" and ACL "Can - Call Pickup - Group" stop working.
To pick up calls, you can configure BLF "Speed dial" indicating Feature Code "Pickup" 88*group name.
If there are several calls to be picked up, one random call is picked up.
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