I’m having some trouble with a call flow that’s got me kind of stumped.
I have a UCM6208 with version 126.96.36.199 and GXP1628s with version 188.8.131.52.
The use case is in a small veterinary office where anyone needs to be able to pick up an incoming call on the closest phone, park a call to be picked up on another station, or park a call and handle another incoming call.
The call flow generally works. A call comes in on the SIP trunk and follows the incoming route to a queue with 3 static agents configured to ring simultaneously. If the call isn’t picked up, the caller gets prompted to press 1 to go to the shared voicemail box (an extension logged in on each phone but not an agent in the queue), or to continue holding. After the timeout, the caller goes to voicemail. This generally works.
The problem is if the person at the front desk (or any other extension) is on a call, they park their existing call, but then cannot pick up the call from the queue.
I have a BLF set to the queue extension. The light flashes, but when the button is pressed while there’s an incoming call, the phone dials the queue.
I think I’ve worked around it for now by creating a pickup group with all the agent extensions as members and configuring a different button to speed dial *8. This seems to work, but I’d like a more intuitive solution than pressing the button next to the one that lights up.
I’ve considered changing the call flow to start with a ring group and go to an IVR after the timeout, then back to the ring group. But a queue seems to make more sense to me since it’s all in one place.
Bottom line, is there a way for an extension to pull a call out of the queue when it isn’t ringing on that extension? Or do I need to rethink this whole flow?