Service Desk Aquire Call

The Acquire Call feature allows users to take over a call connected to another extension. This feature is also known as Call Steal.

Administrators can set Acquire Call as a short code or assign it to a button on a digital or IP phone with programmable buttons. This feature is affected by intrusion control settings: the user acquiring a call must be set to be able to intrude and the user whose call is being acquired must be set so it can be intruded.

Acquire Call works in two ways:

Without a number
Allows a user to reclaim a call that was ringing on their phone but has now gone elsewhere, for example to voicemail or a Forward No Answer destination. The Intrude settings are not checked. The user can reclaim the call even if it has been answered. If the last call to ring this user is no longer ringing or connected on the system, the feature will fail.
With a number
Where the number is the phone number of a user who currently has the call to be acquired. If the user has a call ringing or waiting Acquire Call will act like the Call Pickup Extension short code and the user executing Acquire Call will be connected to the oldest ringing/waiting call. If the user has a connected call with no call waiting and the Intrude settings of the two users allow it, the call will be connected to the user executing the Acquire Call and the other user will be disconnected. If the user does not have a call the feature will fail.

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