Set up and use group call pickup in the Zoom app

The group call pickup feature allows members of the organization to pick up incoming calls for other members of the organization without having to access the member’s desk phone or Zoom client. Depending on the agreement, members can use their own phones or the phones in the common area.

If you have a team of agents that each have different hours of operation, you can put them all in a call pickup group so that all agents have access to any incoming calls made to them by any other agent on your team. If a call isn’t answered by a member of the group, a subtle notification is sent to all members of a group, prompting them to either accept or decline the call.

Requirements for setting up and using Group Call Pickup

• Accounts for professionals, businesses, and educators
• License for Zoom Phone
• In order for group call pickup to work, you need:
  • Ownership or administrative rights for the account
• In order for group call pickup to work, you need:
  • Version 5.9.3 and later of the Zoom desktop client for Mac, Windows and Linux;
  • Desk phone with group call pickup enabled

Restriction:

• It is not possible to receive calls on an extension number. To pick up group calls using the DTMF code, desk phones can dial the extension number.
• Phone users or phones in common areas can be part of group call pickup. Group call pickup must be supported by a phone in a common area.
• Get more information about other call routing methods if you need advanced call handling settings.
• The Zoom mobile app does not support group calls

How to set up group call pickup (administrators)

Zoom Phone admins can create call pickup groups for users and phones in common areas.

Note:

Phone users and phones in common areas can participate in group call pickup. Group call pickup must be supported by the common area phone.

1. You can access the Zoom web portal by logging in.
2. You can find Group Call Pickup under Phone System Management in the navigation menu.
3. The following information must be entered:
   • Website (only visible if you have multiple websites):
   • The group should be placed in a specific location.
     Note:
   • Phone users or common area phones can only be added to the pickup group if they belong to the same location.
   • Display name:
   • Give the group a name to make it easier to identify.
   • Description (optional):
   • Give the group a description to make it easier to identify.
   • extension number:
   • To assign a group extension, enter the number.
     Note:
     • Calls cannot be answered on this extension number. DTMF code users can answer group calls by dialing the extension number.
     • A short extension number should be entered if you have multiple sites with site codes enabled.
   • Delay:
   • When a call comes in, other members are notified within seconds before being notified that the call came in. To notify all members at once, select 0 seconds.
   • Members:
   • To add a phone user or common area phone as a member, click Add.
     Note:
   • Each site can have its own phone user or a phone in a common area.
   • Play incoming call audio in Zoom clients:
   • If an incoming call is not answered, members will receive a notification. Ringtones can be selected as well as the duration between them.
     • Ringtone:
     • Unanswered calls are accompanied by a ringtone of your choice.
     • Duration between ring tones:
     • Decide how long you want each ringtone to last.
       Note:
     • A notice of admission or resignation will be sent to the members. The incoming call is indicated by a pop-up window when this setting is disabled.
   • Targeted call pickup:
   • Press the BLF button on another group member’s desk phone to answer their call. The associated DTMF code is pressed followed by another member’s extension to answer incoming group pickup calls if disabled.
4. Save the file.

To customize the line button for group call pickup (administrators or phone users)

On assigned desk phones and common area phones that have been added to a pickup group, users and common area phones automatically see a line button for group pickup.

To change the line button location or alias for group call pickup, administrators and phone users can make changes to their line button settings in their phone.

How to add group call pickup widget for desktop power user experience (admins or phone users)

Admins or phone users can add a widget to the mobile app that will show those users a group call pickup widget if they belong to a call pickup group and subscribe to the Power Pack add-on.

How to use group call pickup

Call pickup group members can see their line buttons when a member of the group receives a call. Incoming calls are notified to members.

Your call pickup group can answer an incoming call by following the steps below:

desktop client

1. Sign in to Zoom’s desktop client.
2. Select Phone by clicking or tapping it.
3. The Lines tab can be accessed by clicking or tapping on it.
   Caller ID and answer/reject buttons are displayed when a call pickup group member receives a call.
   Note:
4. You can also view the caller ID of the call when using the desktop power user experience and the call answer/reject buttons within the group call pickup widget when using the desktop power user experience.

desk phone

If your desk phone has a soft key for group call pickup, press that key. Your current incoming call that has reached your call pickup group is answered by you.

The first incoming call in the group can only be accepted if there is more than one incoming call in the group at the same time.

DTMF code

To make a call to the pickup group, you must dial *98 followed by an extension number. As a member of your call pickup group, you accept the current incoming call. Get a better understanding of DTMF codes by reading this article.

Call log and voicemail for group call pickup

• When you answer a call intended for another group member, an entry appears in your call log.
• Calls from other group members that are rejected or not answered do not appear in your call log.
• Pickup group members cannot see each other’s voicemail.

Read it too –

frequently asked Questions

How to make a group call in Zoom?

network

1. If you log into your Zoom account, you can access Zoom’s web portal.
2. You can schedule a meeting by clicking Meetings and then Schedule Meeting.
3. Depending on the type of meeting, you can choose from a variety of options. Some of these options may not be available at the account or group level if they have already been disabled or locked in an off position at the account or group level, or if they have been locked in an off position at the account level. If you would like to give your meeting a name or topic, you can do so here. …
4. Please save your work to complete the process.

Related Articles