At the moment, one agent can pickup a waiting call in a queue using the queue panel only if it's ringing one available agent, which seems weird.
Some customers like to have queues with NO AGENT in them (using JOIN EMPTY enabled), so that they can decide which calls they want to pick from the queues.
They use queues as parking queues, sort of.
It's not currently possible.
David
Maybe a BLF Key can show queue waiting calls, then a click of a button and pickup waiting call could be best.
There is no such thing as BLF for a queue.
A such feature should be at least possible using Linkus Web only.
I don't really need it to be possible from a desk phone. Desk phones will soon be obsolete for call centers.
It's acceptable to force a customer to use the softphone for some very specific features.
I'm with you, but some companies use portable or desktop phones instead of keeping Linkus web and a headset open.
I don't really know what the technical difference is between monitoring the queue status via Linkus web or via an IP Phone BLF.
Well, monitoring/pickup of the calls in a queue is already possible from the panel, but the current limitation is that they must be in the ringing status, which is totally wrong.