Pick up an Incoming Call

When a call keeps ringing on a teammate’s extension without being answered, you can grab it yourself from the Operator Panel instead of letting the caller wait. Picking up intercepts the ringing call and connects it to your own extension. This works for both internal calls (one extension calling another inside your organization) and inbound calls (an outside caller reaching a member of your extension group).

An extension is the internal number assigned to a user or device. An extension group is a set of extensions that are managed together, for example a sales or support team.

Before you begin

To pick up an internal call, or to answer an inbound call ringing for a member of your extension group, your account must have the Pick up or hang up other extensions’ calls permission.

Caution

Without this permission you will not be able to pick up another extension’s call. If the Pick Up option is missing or does nothing, ask your PBX administrator to grant this permission to your account.

Pick up a ringing call

1. In the Inbound & Internal Calls panel, move your pointer over the call that is still ringing.

   Note

   The Inbound & Internal Calls panel lists calls that are currently ringing or in progress across the extensions you can monitor. You can only pick up a call while it is still ringing, so act before it stops or rolls over to voicemail.

2. Right-click the ringing call and choose Pick Up. The call is redirected to your extension.

   

3. Answer the call on your device.

   Tip

   Pickup connects the caller to you instantly, so keep it in mind whenever a colleague steps away and their phone keeps ringing. It is a quick way to cover for a teammate without transferring the call around.