31-Jul-2021
Article :068211

This article provides instructions on how to create and set up a call queue pickup group in the Rainbow Office online account.

Sample use case: Two or more employees sitting together in the office, can hear each other's phones ringing. When one of the employees is out of the office, the other employees can answer their teammate's ringing calls from their devices, which reduces the number of calls sent to voicemail.

Follow the steps below on how to set call pickup for multiple users together.

IMPORTANT: Queue, shared lines, intercom, and paging calls cannot be picked up.

1. Log in to the Rainbow Office online account

2. Go to Admin Portal > Phone System > Groups > Call Pickup

3. Click New Group Call Pickup

 

4. Enter a Group name, Site, Alert Timer, and click Next

 

5. Select members to be added to the pickup group

 

6. Once done, click Save

7. In the confirmation prompt, click Yes to add the pickup key automatically to the next available softkey on the phone. Otherwise, click No if you want to configure it manually

With this, the call queue pickup group is now created. When calls are routed to this group, the designated softkey on the phone will light up to indicate pending inbound calls.

 

Manual softkey addition

If you selected No in the prompt to add the softkey to the phone, then it needs to be manually added. Follow the steps below to proceed:

1. For admins, go to Users > User List, then select the extension to configure. If you are a user, go to Settings instead

2. Go to Phones & Numbers > Phones, then click Presence

3. Under the Appearance tab, click Select a User on your preferred line key location, select or search for the call queue pickup group created, then click Done

 

4. (Optional) Click Preview on my phones to see where the line key will be positioned on the phone screen. Change as necessary

5. Click Save

 

Adding a member to the Call Queue Pickup Group

1. From the Admin Portal, navigate to Phone System > Groups > Call Queues

2. Click the desired Call Queue name, then click Pickup Settings & Members

3. On the Pickup members tab, select Add Pickup Member

4. Search or browse the names, then add pickup members

5. Click Done. This will prompt a confirmation box

6. Click OK

 

Setting up an alert timer

1. From the Admin Portal, navigate to Phone System > Groups > Call Queues

2. Click the desired Call Queue name, then click Pickup Settings & Members

3. Click Settings

4. Select an alert time duration.  This is the amount of time before pickup group members will be notified of a call waiting

5. Click Save

 

Removing a Pickup member

1. From the Admin Portal, navigate to Phone System > Groups > Call Queues

2. Click the desired Call Queue name, then click Pickup Settings & Members

3. Click Remove at the far right of the member’s name you want to remove

 

Setting up visual/audible call notifications

1. From the Admin Portal, navigate to Users > User List > Users with Extensions

2. Click on the user you want to configure

3. Select Phones & Numbers

4. Click Presence

5. Select Ring my phone when any user I am monitoring rings

6. Click Save

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

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