Call Pickup Overview

Call Pickup lets a user answer a call that is ringing on someone else’s phone without leaving their own desk. Cloud Voice offers two ways to do this, answering a specific extension, or answering any ringing call within a shared group, and each can be triggered with a feature code.

Extension call pickup

Extension call pickup (sometimes called directed call pickup) answers a call ringing on one named extension.

Say an executive’s phone is ringing while they are in a meeting and cannot take the call. Their assistant, who knows they’re unavailable, can pick up that call directly from their own phone and handle it.

Group call pickup

Group call pickup lets members of an extension group cover each other’s incoming calls. When several people work on the same tasks, and one of them is away or busy when a call comes in, any other member of the group can answer it from their own phone.

Note

• When more than one call is ringing in the group at the same time, picking up answers the call that started ringing first.
• This does not apply to the built-in group that holds every extension on the PBX (Private Branch Exchange, the phone system itself), group call pickup works only with the extension groups you define.

Pickup feature code

Users answer these calls by dialing a feature code. The defaults are:

• Group call pickup: *4
• Extension pickup: *04

Tip

You can change either code, or turn it on or off, from the PBX web portal under Call Features > Feature Code > Call Pickup.