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  • Workgroup pickup by non-agent

    I have a request from a department head for the following functionality:

    He wants people who are either workgroup agents to see incoming calls but not ring their phones, or non-agents to see and pick up calls monitored on their phones.

    Are either of these possible ?

  • #2
    Anyone can pick up a ringing Workgroup call by dialling *13 + Workgroup No, to see the calls in the workgroup queue you will need to be assigned a minimum of Workgroup Agent Client access, not sure if you can add a workgroup as a monitored extension but worth a try and set it not to ring..