With the remote call pickup feature, you can answer calls incoming to a specific extension by dialing a code and that number. This allows you to answer other extensions from your office phone or any that are linked to the system.
If you see someone gone from their desk for some reason, you can answer their calls from any line by dialing this code and extension.
This applies to most calls, but not to those that are waiting in a call queue. Those calls are on hold for a specific preset group of service representatives that are being sorted by an algorithm to answer them in order of customer service availability.
If you try to answer a queued call using the remote call pickup feature, you’ll just get a busy signal.