Call Pickup

[ucx]

I have a customer who has asked for the following to be programmed on their 3300 (4.2SP2):

A call comes in to extension 100. While they are on that call, another call comes in for that extension, and sits there, waiting for them to finish. A user at extension 101 wants to press a button (or dial a FAC) to pick up this call that's on hold.

Now, I see in the manual that Call Pickup: Directed won't work for calls on Consultation Hold, but is there any other way of getting this to work? I've spoken to them about Call Pickup groups, but they want to be able to control whose phone they go to pick up (in the event there are more than one phone in the group ringing).

[ralph]

The call is on 'Consultation hold'?   I thought that meant the call was in a 'being transferred' state (or at least not on a true holding state).

Is the call ringing the extension or has it been answered?

Ralph

[ucx]

I guess it's more like it's in a camp-on state - the station is on a call currently but the new call is sitting on the station waiting it's turn.

[ralph]

Is this an ACD call?   
How would the user at 101 know the call is ringing at 100?

Ralph

[ucx]

Not an ACD call.
From how I understand it, the caller on extension 100 would see a call is camped on, decide not to answer it, and ask someone in the office to take the call.
I had a look at the FAC list but there's nothing in there about remotely retrieving camped-on calls.

[ralph]

I would have thought a directed call pickup would have worked as long as the caller still heard ringing.
Guess not.
The way we normally deal with this is to have 2 buttons on the phone.  We fwd the 1st line to the second line on busy.  Then you can do a directed call pick on the ringing line.

Ralph

[ucx]

Thanks ralph. I set it up as you described and the customer is happy with how its working

[Mattmayn]

You could also use multicall appearances one the other phones or DSS/BLF buttons.