Chapter 6
Monitoring Queued Calls
5-28 CallConnector Operator
Picking up Calls
Picking up a call
The
Pickup
button allows you to connect to a ringing call. You will need to know the number that
is ringing.
To Pick Up a Call
Step 1
Select an idle line where you want to receive the picked up call.
Step 2
Enter the phone number you want to pick up in the phone number bar.
Alternatively, if the number was previously used, you have an option to
select it from the drop down list of the phone number bar.
Step 3
Click on the Pickup button or press the pickup shortcut key (default Ctrl +
Num *).
Step 4
When the status of the selected line is changed from Idle to Connected,
you can begin the conversation.
To Pick Up from the Directory
The telephone status for a contact is displayed in the directory.
Step 1
Locate the contact with the ringing call.
Step 2
Right click on the contact and select Pick up.
Step 3
The CallConnector Operator will select an available line and send a
pickup request to the ringing number.
Group Pickup
When you need to pick up an incoming call to another group, you can use the Group Pickup
button. All pickup groups are defined in CME.
To Pick Up a Call from a Pickup Group
Step 1
Select an idle line where you want to receive the picked up call.
Step 2
Enter the group number you want to pick up the call from. Alternatively, if
the number was previously used, you have an option to select it from the
redial list.
Step 3
Click on the Group Pickup button. The Cisco CME will select the first
incoming call from the selected group, and connect the call to your
selected line.
Answering an incoming call will automatically place any connected lines
to the On Hold status.
Notes
