31-Jul-2021
Article :068210

This article provides information about the Rainbow Office call queue pickup system.

The Call Queue Pickup feature allows administrators to specify an alternate group of users who can answer queued calls when the primary agents of a call queue are busy/unavailable. Pickup group members receive call notifications when callers have been waiting on hold “in-queue” for more than the configured “Alert” time. Answer queued calls by pressing the pickup feature key on the physical endpoint.

 

How it works

Limitations

● The call queue associated with the pickup group cannot be changed. To select a different call queue, a new queue pickup group needs to be created

● The pickup key displayed on the phone uses the call queue name rather than the pickup group name

● Analytics reports do not show pickup calls differently from other calls

● Currently not available on desktop/mobile applications

 
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Tags - Rainbow Office, Administration, Admin, Administration, Call, Call Handling

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