Call pickup group enables a user to answer any ringing line within their pickup group. A call pickup group is an administrator-defined set of users within a location, to which the call pickup feature applies.

Configure call pickup group in Control Hub

Once you create a call pickup group, you can add, modify, remove, and assign specific users to that group. Also, you can notify incoming calls to the users in the group.

Create a call pickup group

Call pickups must meet the following conditions:

  • Assign only one user can to a call pickup group.

  • A call pickup group can only have users from the same location.

  • A location may have multiple call pickup groups.

  • Call pickup group names must be unique.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Features.

2

Go to the Call Pickup card and click on Add New.

You may be asked to select a location in a pop up window.
3

Select the Location from the drop-down menu.

If you have previously selected a location, ensure the correct one is selected.

4

Enter a name for the call pickup.

5

Search for and add available users, workspaces or virtual lines by name, phone number, or extension to the call pickup.

6

Click Create.

Want to see how it's done? Watch this video demonstration on how to create and modify a call pickup group in Control Hub.

Edit a call pickup group

1

From the customer view in https://admin.webex.com, go to Services > Calling > Features.

2

Go to the Call Pickup card and click on Manage . The Call Pickup window displays. Select a location and the call pickup group that you want to edit.

3

Make any changes to the call pickup group, and then click Save.

Notify incoming calls to your call pickup group

You can opt to set up automatic notifications for incoming calls. It ensures to alert all members within your call pickup group. Also, you can configure a custom notification delay timer for your call pickup group. Both Webex App and MPP devices support automatic notifications for incoming calls. You can choose the notification type that best fits your preferences.

  • The Webex Calling for Chrome extension and mobile clients don’t support automatic notifications.

1

Open https://admin.webex.com, go to Services > Calling > Features.

2

Go to the Call Pickup card and click on Manage. The Call Pickup window displays. Select the location and select the call pickup group that you want to edit.

3

From Notification type, select the format to display the incoming call notification to users in the group.

The default option is None.

4

From Notification delay timer, enter the time of delay before notifying about the incoming call to users in the group.

The range is 1–60 seconds.

5

Click Save.

Use the Webex App to pick up calls in a group

A call pickup group allows Webex App users to pick up phone calls for someone else. When a call comes in for a user who isn’t available to answer, one of the pickup group members can answer the call. Use the Webex App on Desktop or on multicall windows to get a notification and answer the incoming call. This functionality enhances collaboration. Also, call pickup functionality ensures that you handle calls promptly, reducing the chances of potential delays or missed calls.

The following are some key points regarding incoming call notifications for the Webex App:

  • The Webex App supports visual and audio notifications.

  • The support for incoming call notification is available from Webex App version 44.2.

  • Apart from the FAC-based (dial *98) group call pickup, you can now pick up calls from the notification toast in the Webex App.

  • WebexApp supports call pickup notifications for multiline.

For more details, see Webex App | Pick up someone else's phone call.

Use desk phones to pick up calls in a group

Now answer the incoming call for a coworker using a desk phone. When a call comes in for one of the call pickup group members, the call is notified to other members in the group. Then, any one of the group members can answer the call. You can use softkeys or feature access code (dial *98) to pick up calls on your desk phones.

To alert all members of a call pickup group about an incoming call, you can enable notifications. The notification is always an audio chime and blinking handset LED.

The following are some key points regarding such incoming call notifications:

  • The support for incoming call notification is available from desk phone version 12.0.4.

  • All desk phones, except for the 6821, support audio chimes and visual notification through the handset LED. The 6821 only supports audio chimes.

  • As part of call pickup notification, desk phones always generate audio chimes and the handset LED blinks. Desk phones generate this notification as long as the notification type selected in the Control Hub isn’t None.

  • Desk phones support call pickup notifications only for primary lines.