Setting up and using group call pickup in zoom

The ability to pick up inbound calls for other members of the same group is provided by group call pickup, which allows members to take incoming calls for other members of the group without having to access the desk phone or Zoom client of that specific member. Phones can be used by members or they may be located in common areas.

You may wish to create a call pickup group that includes all your agents in it, so that every agent is informed of any inbound calls that have been made to any other agent in your team, for example, if your team of agents has different business hours. A subtle notification will be sent to all members of the group if a call has been left unanswered by a member of the group. Each member has the option to accept or dismiss the call.

This article covers:

• How to set up group call pickup (admins)

• How to customize the group call pickup line key (admins or phone users)

• How to add the group call pickup widget for the Desktop Power User experience (admins or phone users)

• How to use group call pickup

  • Desktop client

  • Desk phone

  • DTMF code

• Call history and voicemail for group call pickup

Prerequisites for setting up and using group call pickup

• Pro, Business, or Education account

• Zoom Phone license

• Setting up group call pickup requires:

  • Account owner or admin privileges

• Using group call pickup requires:

  • Zoom Windows, macOS and Linux desktop client version 5.9.3 and higher ; or

  • Provisioned desk phone that supports group call pickup

Limitation:

• It is not possible to receive calls on an extension number. For desk phone users who use the DTMF code to pick up a group call, they can dial the extension number.

• It is possible for members of an organization to pick up group calls on a phone or a common area phone. There must be support for group call pickup on the common area phone if it is to be added.

• It is advisable to learn more about other call routing methods if you need more advanced call handling settings.

• The Zoom mobile app does not support group call pickup for group calls

How to set up group call pickup (admins)

Call pickup groups can be created by Zoom Phone admins, and phone users or phones from the common area can be added to the groups.

1. Zoom’s web portal can be accessed by signing in.

2. Please select the Phone System Management option in the navigation menu and then select Group Call Pickup from the list.

3. Here is the information you need to enter:

   • There is an option to select a site for the group (only visible if you have multiple sites).
     Note: When adding phone users to a call pickup group, you will only be able to add users from the same site as the call pickup group or phones that belong to the same common area.

   • Display Name: Give the group a name so that it can be identified easily.

   • Description (Optional): You may enter a brief description of your group in order to make it easier to identify it.

   • Extension Number: The extension number that will be assigned to the group must be entered here.
     

     Note:

     • It is not possibleto receive calls on this extension number. When using the DTMF code as a method of picking up group calls, users are able to dial the extension number.

     • The Short Extension Number should be entered if you have multiple sites with site codes enabled on them. 

4. Delay: Specify the period of time in seconds before other members will be notified that an incoming call has been received. In order for other members to be simultaneously notified, select 0 seconds.

5. Members:

6. You can add phone users or common area phones as members by clicking on the Add button.
   

   Note: Depending on which site you are adding a phone user or common area phone, you can add different users to that phone.

7. Play incoming calls sound in Zoom clients: If you click the toggle button, you will be able to set up an alert so that members are notified if an incoming call goes unanswered. There is an option for you to select the desired ringtone, as well as the duration between each ringtone.

   • Ring Tone: When you are not available to answer a call, you can select a ringtone that will play.

   • Duration between ring tones: You have the option to select the duration between each ringtone.
     

       Note: In order to accept or dismiss the call, members will receive a subtle notification. A notification sound will not be played if this setting is disabled. In this case, you will see a pop-up window indicating that a call has been received.

8. Directed Call Pickup: The BLF key on the desk phone of a group member can be used to answer the call of another member by merely pressing the associated BLF key. It should be noted that if the group pickup feature is disabled, members of the group will be taking incoming calls by pressing the DTMF code followed by the extension of another member if it is enabled.

9. Save the file by clicking on the Save button.

How to customize the group call pickup line key (admins or phone users)

As soon as a call pickup group is added to a desk phone, all assigned desk phones will be automatically displayed with a group call pickup line key.

Administrators and users of the phone can modify the settings of their line keys so that the key for Group Call Pickup can be positioned differently or named differently by themselves.

How to add the group call pickup widget for the Desktop Power User experience (admins or phone users)

Admins or phone users can add a Group Call Pickup widget to their website if they were part of a call pickup group and subscribed to the Power Pack add-on.

How to use group call pickup

All other members (including those who are using the phone or using a common area phone) will be able to answer the call when a member of a call pickup group receives a call by viewing their line keys. There will be a notification sent to members when an inbound call is received.

You can begin answering an inbound call as soon as it reaches your call pickup group by following these steps:

Desktop client

1. Using the Zoom desktop client, sign in to your account.

2. Tap or click on the Phone icon.

3. The Lines tab can be accessed by clicking or tapping it.
   You will see the caller ID of an incoming call when a member of a call pickup group receives a call, and you will be given the option to accept or decline the call.
   

     Note: In the group call pickup widget, you can see the caller ID of the incoming call, as well as buttons to accept or decline the call, if you are using the Desktop Power User experience.

Desk phone

You can pick up a group call on your desk phone by pressing the group call pickup soft key. Your current inbound call will be answered when it reaches the call pickup group you are assigned to.

Members of a group are only able to pick up the first call that is received in the group at any given time if they have multiple incoming calls at the same time.

DTMF code

In order to reach the call pickup group, dial the extension number of the group you wish to contact. It is your responsibility to answer the current inbound call that has reached your call pickup group. Learn more about DTMF codes.

Call history and voicemail for group call pickup

• In the event that you answer a call that is intended for another member of the group, then you will be able to see its entry in the call history.

• There will be no entry in your call history for a call that was meant for another member of the group, if you decline or do not answer the call that is meant for someone else in the group.

• A member of the call pickup group does not have access to the voicemail left for members of the call pickup group.

All content and images credit goes to https://support.zoom.us