Call Pickup (*87)

The Call Pickup feature allows users to answer a ringing phone from another extension. It can be used to pick up calls directed to a specific extension or for general ringing calls, including those in hunt groups or agent groups.

Note:

• Call Pickup is used when there is a sense of urgency to answer a ringing phone before the call goes to voicemail.
• Call Park Retrieve, in contrast, is used for calls already in the system, where there is less urgency.

Permissions:

• Only users with the "Permission to monitor this account" can pick up calls from that account.

Important Consideration:

• Before using Call Pickup, users must put their last call on hold to avoid conflicts with external systems that use star keys.

Types of Call Pickup:

1. Directed Pickup:

   • Steps:
     1. Dial *87.
     2. Dial the extension on which the call is ringing.
     3. Press the confirm button on the telephone keypad.

2. General Pickup:

   • Steps:
     1. Dial *87.
     2. Press the confirm button on the telephone keypad.

System Search Order for General Pickup:

• Hunt Groups:

  • The system will reroute the call to the extension that dials the pickup code.
  • If multiple calls are ringing the hunt group, the system will pick up the first call that was routed to the hunt group.

• Extensions:

  • The system searches for calls directly routed to the specified extension, such as those from an auto attendant or direct extension dialing.
  • Calls ringing the extension due to its inclusion in a hunt group or agent group will not be picked up by this method.

• Agent Groups:

  • Similar to hunt groups, the system picks up a call from the specified agent group.
  • For calls in the ringing state, the system picks the first call. Otherwise, it picks the call that entered the queue first.

Using these methods, you can efficiently pick up calls and manage call flow. For any further assistance or questions, please contact our support team.