Pickup and Call Groups

Introduction

• 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 pickup in 

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.

The basic functionality is: 

• 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.

• 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 
• Instead of the BLF, you can add BLF "Speed dial" indicating FC "Pickup" 88*groupname

Configuration

To enable the functionality: 

• Go to WMS -> Users -> select a user/ multiple users 
• Click Edit preferences -> Settings 
• Specify names of Call / Pickup groups