Setting up and using group call pickup

Group call pickup which provides the ability for members to pick up inbound calls for a member of the same group without the need to access to that member’s desk phone or Zoom client. Members can be phone users or common area phones.

For example, if you have a team of agents with various business hours, you can include all agents in a call pickup group that every agent is informed of all inbound calls to any other agent. When a call is unanswered by a member, all other group members receive a subtle notification 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:

• Extension number can't be used for receiving calls. Desk phone users can dial the extension number when using the DTMF code for group call pickup.
• Group call pickup members can be phone users or common area phones. If adding a common area phone, it must support group call pickup.
• If you require more advanced call handing settings, learn more about other call routing methods.
• Group call pickup is not supported on the Zoom mobile app

How to set up group call pickup (admins)

Zoom Phone admins can create call pickup groups, then add phone users or common area phones as members.

Note: Group call pickup members can be phone users or common area phones. If adding a common area phone, it must support group call pickup.

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Phone System Management then Group Call Pickup.
3. Enter the following information:
   • Site (only visible if you have multiple sites): Select a site for the group.
     Note: You will only be able to add phone users or common area phones that belong to the same site as the call pickup group.
   • Display Name: Enter a name to help identify the group.
   • Description (Optional): Enter a description to help identify the group.
   • Extension Number: Enter an extension number to assign to the group.
     Note:
     • This extension number can't be used for receiving calls. Phone users can dial the extension number when using the DTMF code for group call pickup.
     • If you have multiple sites with site codes enabled, enter a Short Extension Number.
   • Delay: Specify the duration in seconds before other members are notified of an incoming call. Select 0 second to simultaneously notify other members.
   • Members: Click Add to add phone users or common area phones as members.
     Note: You can add phone users or common area phones that belong to the different sites.
   • Play incoming calls sound in Zoom clients: Click the toggle to set up an alert to notify members of incoming calls that are not answered. You can select the desired ring tone and duration between ring tones. 
     
     • Ring Tone: Select a ringtone that plays when a call is not answered.
     • Duration between ring tones: Select the duration between each ringtone.
       Note: Members will receive a subtle notification to accept or dismiss the call. If this setting is disabled, there will be no notification sound but a pop-up windows indicating the incoming call.
   • Directed Call Pickup: Allow group members to answer another member’s call by pressing the associated BLF key on their desk phone. If disabled, group members will answer incoming group pickup calls by pressing the associated DTMF code followed by another member’s extension. 
     
4. Click Save.

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

Phone users and common area phones added to a call pickup group will automatically see a Group Call Pickup line key on assigned desk phones. 

Admins and phone users can customize their line key settings to change the position or alias of the Group Call Pickup line key.

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

If a phone user belongs to a call pickup group and subscribes to the Power Pack add-on, admins or phone users can add a Group Call Pickup widget. 

How to use group call pickup

When a member of a call pickup group receive a call, all other members (phone users or common area phones) can answer the call by viewing their line keys. Members will receive an inbound call notification. 

Follow these steps to answer an inbound call that's reaching your call pickup group:

Desktop client

1. Sign in to the Zoom desktop client.
2. Click or tap Phone.
3. Click or tap the Lines tab.
   When a member of a call pickup group receive a call, you will see the caller ID of the incoming call and buttons to accept or decline the call.
   Note: If you're using Zoom Assistant, you will also see the caller ID of the incoming call and buttons to accept/decline in the group call pickup widget.

Desk phone

Press the group call pickup soft key on your desk phone. You will answer the current inbound call reaching your call pickup group.

If there are multiple incoming calls on the group at the same time, members can only pick up the first incoming call.

DTMF code

Call *98 followed by the extension number of the call pickup group. You will answer the current inbound call reaching your call pickup group. Learn more about DTMF codes.

Call history and voicemail for group call pickup

• If you answer a call that was meant for another member of the group, you will see a call history entry for the call.
• If you decline or don't answer a call that was meant for another member of the group, you will not see a call history entry for the call.
• Members of the call pickup group can't see voicemail left for other members.