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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

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• purposes
• Pickup group is a list of groups that users are permitted to

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For example, 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.

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• 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. 

The new behavior of picking up Call group calls:

• User A can pick up any calls belonging to a Call group specified in the user's Pickup groups (and can't pick up other calls) 
• To pick up calls of the user A, specify the name of a Call group in the user's Call groups 

If call/pickup groups don't set for an user, then old behavior is active, otherwise - new behavior is used

When the new behavior is used, ACL "Can-CallPickup-<group>" doesn't work, pickupgroups parameter is used instead. Users with different behaviors can't pick up calls of each other.

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Example:

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

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new behavior:

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• Go to WMS -> Users -> select a user/ multiple users 
• Click Edit preferences ->

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• Settings 
• Specify names of Call / Pickup

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• groups:

In our example, the user belongs to "Support" Call group and can pick up calls of the same Call group and "Sales".

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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