Is there a way to pickup a call that is in the queue so that you don't have to wait for the next ring? Secondly, is there a way to actually see the calls that are waiting in the queue -- caller id and caller number?
It is possible to see how many calls are in queue, but not the caller-id of the call. There is no way to pickup a call in queue, but you could change the hunt-group so that it will timeout of the first user quicker and move to the next agent if not answered.
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