Configure call pickup groups

Improve collaboration and responsiveness by setting up a call pickup group. When users are part of the same group, they can answer incoming calls on behalf of other members. Use this guide to learn how to configure and edit a call pickup group, and how to set up notifications for incoming calls within the group.

Configure a call pickup group

A call pickup group is a location-based, administrator-defined set of users that allows any member to pick up a ringing call within the group—helping teams stay connected and ensure no calls go unanswered. 

Call pickups must meet the following requirements: 

• Can only include users from the same location. 
• Multiple call pickup groups can be built for the same location. 
• Groups names must be unique. 

To configure call pickup group, follow these steps:

Edit a call pickup group

To edit an existing call pickup group, follow these steps:

1. Log in to User Hub.
2. Under Admin, in the left menu, select Services > Calling > Call features.
3. Find and select Call Pickup. 
4. Locate and select the call pickup you wish to edit. 
5. Make your desired change(s). 
6. Click Save. 

Set up incoming call notifications

You can set up automatic notifications for incoming calls, ensuring that all members of your call pickup group are alerted. A custom delay before triggering the notification can be set and various notification types can be configured to fit your needs. Both Webex App and desktop devices support automatic call notifications.

To set up incoming call notifications, follow these steps:

1. Log in to User Hub.
2. Under Admin, in the left menu, select Services > Calling > Call features.
3. Find and select Call Pickup. 
4. Locate and select the call pickup where you wish to set incoming call notifications. 
5. Configure the Notification type to choose how users receive notifications to pick up incoming calls within the group. 
6. Set a Notification delay timer to delay the notification to other users in the group. 
7. When all notification preferences are set, click Save. 

Use a call pickup group

1. While a call is ringing on another number within the group, dial *98 to pick up the call.
   
   Note: Only calls within the call pickup group can be picked up using this method. If the inbound call is not within the call pickup group, you’ll receive a busy signal when using *98.

Use call park group and call park extensions

To pick up a parked call on the call park group:

1. Dial *88 from any phone.
   The call park pickup feature asks where to retrieve the parked call from.

2. Enter the extension number of the user or the full 10-digit phone number where the call was parked.
3. Press #.
   The call transfers to the phone that was dialed *88 from.

To pick up a parked call on a call park extension:

1. Dial *88 from any phone.
   The call park pickup feature asks where to retrieve the parked call from.

2. Enter the extension number of the call park extension where the call was parked.
3. Press #.
   The call transfers to the phone that was dialed *88 from.