What if you want to have members in one pickup group be able to answer calls for another pickup group? In our example, what if you want members in the Credit Services pickup group 13 to answer calls in the Delinquency Payments pickup group 14? You can do that by setting up extended pickup groups.
If you want members of pickup group 13 to answer calls for pickup group 14, and if you want members of pickup group 14 to answer calls for pickup group 13, set your system for simple extended pickup groups.
Members of two or more individual pickup groups can answer each others calls using simple extended pickup groups. In a simple extended pickup group, an individual pickup group can be assigned to only one extended pickup group.
All members of one pickup group can answer the calls to the other pickup groups within the simple extended pickup group.
Caution:
Before you administer what type of extended pickup group to use (none, simple, or flexible), be sure that your pickup group objectives are well thought out and defined.
In this exercise, you will:
Set up the system for simple extended pickup groups.
Assign a FAC so that users can answer calls.
Add pickup groups, if needed
Assign two pickup groups to an extended pickup group.
