Non queue phone answering a Queue call

[Gus_Lippolis]

I have a few small remote offices using Poly VVX250 phones.

Main DID rings a call queue (we'll call Q1) that has phone 1 & phone 2, ring simultaniously.  A manager at the office is at phone 3.  

Is there a way for Phone 3 to "pull, pickup, transfer" the call from Q1 if the people are helping customers at the counter and unavailable to answer the call?

Thanks in advance for your help.

[FORE-Craig · Accepted solution]

Hi @Gus_Lippolis 

Yes, there is a way to turn on the Call Queue Pickup Code which could be used by the Manager to answer the call.

1. In to the Zoom web portal.
2. Go to Admin > Phone System Management then Call Queues.
3. Click the name of the call queue you want to enable a pickup code for.
4. Click the Policy tab.
5. Make sure the Call Queue Pickup Code toggle is enabled.
   Zoom will generate a unique pickup code for the call queue.
6. Click the Profile tab.
7. Next to Pickup Code, click Show or Edit.
8. (Optional) To customize the code, enter a new 4-digit code, then click Save.
   Note: The pickup must meet these requirements.
   • 4-digits in length
   • Can't begin with a zero (0)
   • Can't be used by another call queue in the the site
   • Can't contain repeating or sequential numbers like 1111 or 1234

https://support.zoom.us/hc/en-us/articles/360058564131-Setting-up-and-using-the-call-queue-pickup-co...

Once it is set up, the Manager would just dial the Pickup Code to answer the incoming call.  You can also set up a Line Key for he Manager's phone as a Speed Dial for the Pickup Code. Just be sure to include the preceding asterisk(*) in the Key Assignment Field.

https://support.zoom.us/hc/en-us/articles/360040587552-Customizing-line-keys-and-positions-settings

I hope that helps!

[Gus_Lippolis]

Thank you for the information.

I set up for one of my locations and had them test with great success. 🙂

I will look at setting up the speed dial

Thank you again.

[FORE-Craig]

You're welcome, Gus!

I'm happy that I was able to help.  😊