You can set up call queue pickup groups to specify a group of agents to answer queued calls when the primary agents are busy. If a call rings longer than the configured wait time, the agents from the call queue pickup group can answer the call.
Procedure
Click Phone System > Groups > Call Queues.
Click the call queue to configure.
Click the Pickup Settings & Members drop-down menu.
Click + Add Pickup Member.
Select pickup group members using Search, Call Queue, and Department fields.
Check the box next to the members you want to add.
In the Call Queue Pickup Phone Key window, select if you want to add the group pickup key to phones of the selected members automatically or manually.
Yes: The phone key is added to the members’ phones automatically.
No: The phone key is added to the members’ phones manually.
The feature key is added to members’ next configurable Presence line.
