Call Pickup

The purpose of the call pickup feature is to enable a group of users who are seated near each other to cover incoming calls as a group. When a member of the group receives a call and is not available to answer it, any other member of the group can pick up the call from his own phone by using the PickUp softkey.

Three types of call pickup exist:

■ Call pickup: Enables users to pick up incoming calls on any telephone within their own group. When the users press the PickUp softkey, CUCM automatically dials the appropriate call-pickup number associated with their DN. Because the other phone is in the same pickup group, the incoming call is redirected to the phone that clicked the PickUp softkey.

■ Group call pickup: Enables users to pick up incoming calls destined to DNs on different pickup groups. Users press the GPickup softkey and dial the appropriate group number for the destination call-pickup group.

■ Other group call pickup: Enables users to pick up incoming calls in a group that is associated with their own group. This type of call pickup is sometimes referred to as pickup chaining, and it is covered in the next subtopic.

Call-Pickup Example

Phone A and Phone B in Figure 16-5 are assigned to call-pickup Group A (4685). If Phone A is ringing, Phone B can go off-hook, press the PickUp softkey, and then press the Answer softkey. The call is diverted to Phone B.

Group Pickup Example

Phone C in Figure 16-5 belongs to call-pickup Group B with number 4688. Phone A and Phone B are in Group A call-pickup group (4685). When Phone C is ringing, Phone A can go off-hook, press the More softkey, the GPickup softkey, enter Group B's call-pickup number (4688), and then press the Answer softkey. The call is rerouted to Phone A.

Other group call pickup (OPickup) enables users to pick up incoming calls using call pickup even though the call is destined to a phone in a different call-pickup group. Call-pickup groups are associated to other call-pickup groups. CUCM automatically searches for incoming calls in the associated groups to make the call connection when the user activates this feature from a Cisco IP Phone. Use the OPickup softkey for this type of call pickup.

Figure 16-5 Call Pickup and Group Call Pickup

Figure 16-5 Call Pickup and Group Call Pickup

When more than one associated group exists, the priority of answering calls for the associated group goes from the first associated group to the last associated group. For example, Groups A, B, and C associate with Group X, and the priority of answering calls goes to Group A, then B, and then C.

Usually, within the same group, the longest alerting call (longest ringing time) is picked up first if multiple incoming calls occur in that group.

Call pickup, group call pickup, and other group call pickup can be automated by enabling the service parameter Auto Call Pickup Enabled. When this parameter is enabled, CUCM automatically connects users to the incoming call in their own pickup group, in another pickup group, or a pickup group that is associated with their own group after users press the appropriate softkey on the phone. This action requires only one keystroke. Auto Call Pickup connects the user to an incoming call. When the user presses a PickUp softkey on the phone, CUCM locates the incoming call and completes the call connection. If automation is not enabled, the user must press the PickUp and Answer softkeys to make the call connection.

To configure call pickup, a call-pickup number must first be configured and then associated to the DN. Call pickup is configured by navigating to Call Routing > Call Pickup Group in CUCM Administration. Enter a unique pickup group name and unique pickup group number. Access to call-pickup groups can be restricted by assigning a partition to the call-pickup group number. When this configuration is used, only the phones that have a calling search space (CSS) that includes the partition with the call-pickup group number can participate in that call-pickup group. Make sure that the combination of partition and group number is unique throughout the system. Figure 16-6 shows the call-pickup configuration.

Figure 16-6 Call-Pickup Configuration

-Call Pickup Group Information-

Call Pickup Group Name* |lT Support

Call Pickup Group Number* |4QQ5 Description |lT Support Group

-Call Pickup Group Notification Settings-

Call Pickup Group Notification Policy ¡Audio and Visual Alert 3

Call Pickup Group Notification Timer (seconds)* [g

Call Information Display For Call Pickup Group Notification

Calling Party Information W Called Party Information

NOTE In the Call Pickup Group Information section, you can specify pickup groups that should be associated with the current pickup group. The Other Group Call Pickup feature uses this list. The groups are searched sequentially, beginning with the first group in the list.

After the call-pickup group is added in CUCM, the group is assigned to the desired line from the Directory Number Configuration window. The call-pickup DN association is shown in Figure 16-7.

Figure 16-7 Call-Pickup Directory Number Association

Figure 16-7 Call-Pickup Directory Number Association

Pickup Sotkey Cisco

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  • miranda
    How do cisco call pickup groups work?
    8 months ago

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