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 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. Callpickup
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.
412 Chapter 16: User Features
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 callpickup
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.
Phone A
Group A
IP
Phone B
IP
Phone C
Group B
IP
Phone D
IP
Call Pickup 413
Figure 16-6 Call-Pickup Configuration
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.