Setting up and using group call pickup in Zoom App

This post was most recently updated on July 28th, 2022

The capability of group call pickup allows members of the organization to pick up inbound calls for other members of the organization without the need for them to access the member’s desk phone or Zoom client in order to do so. Depending on the agreement, members can use their own phones or use the phones in the common area.

If you have a team of agents who each have different hours of operation, you could include all of them in a call pickup group so that all agents have access to all inbound calls made to them by any other agent in your team. A subtle notification is sent to all members of a group when a call is not answered by a member of the group, inviting them to either accept or reject 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

  • Accounts for professionals, businesses, and educators
  • License for Zoom Phone
  • For group call pickup to work, you need:
    • Ownership or administrative rights for the account
  • For group call pickup to work, you will need:
    • Version 5.9.3 and higher of the Zoom Mac, Windows and Linux desktop client;
    • Group call pickup enabled desk phone

Limitation:

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

How to set up group call pickup (admins)

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

Note:

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

  1. Zoom’s web portal can be accessed by signing in.
  2. You can find Group Call Pickup under Phone System Management in the navigation menu.
  3. The following information needs to be entered:
    • Site (only visible if you have multiple sites):
    • The group should be placed on a particular site.
      Note:
    • Phone users or common area phones can only be added to the call pickup group if they belong to the same site.
    • 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 received on this extension number. DTMF code users can pick up 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 an incoming call is received, other members will be notified in seconds before they are notified that the call has arrived. In order to notify all members at the same time, select 0 seconds.
    • Members:
    • In order to add a phone user or a common area phone as a member, click Add.
      Note:
    • Each site can have its own phone user or a common area phone.
    • Play incoming calls sound in Zoom clients:
    • When an incoming call is not answered, members will receive an alert. Ring tones can be selected as well as the duration between them.
      • Ring Tone:
      • Unanswered calls will be accompanied by a ringtone you select.
      • Duration between ring tones:
      • Decide how long each ringtone should last.
        Note:
      • An acceptance or dismissal notification will be sent to members. The incoming call will be indicated by a pop-up window if this setting is disabled.
    • Directed Call Pickup:
    • Press the BLF key on the desk phone of another group member 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.

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

On assigned desk phones as well as common area phones added to a call pickup group, users and common area phones will automatically see a Group Call Pickup line key.

In order to change the positioning or alias of the Group Call Pickup line key, administrators and phone users can make changes to their line key settings in their phone.

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 widget to the mobile app that displays a Group Call Pickup widget to these users if they belong to a call pickup group and subscribe to the Power Pack add-on.

How to use group call pickup

The call pickup group members can view their line keys when a member of the group receives a call. Inbound calls will be notified to members.

Your call pickup group can answer an inbound call by following these steps:

Desktop client

  1. Log 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 it.
    The caller ID and accept/decline buttons will appear when a member of a call pickup group receives a call.
    Note:
  4. You will also be able to view the caller ID of the call when you use the Desktop Power User experience, as well as the buttons to accept/decline the call from within the group call pickup widget if you are using the Desktop Power User experience.

Desk phone

If your desk phone has a soft key for picking up group calls, press that key. Your current inbound call, which has reached your call pickup group, will be answered by you.

The first incoming call in the group can only be picked up if more than one incoming call is present in the group at the same time.

DTMF code

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

Call history and voicemail for group call pickup

  • An entry will appear in your call history if you answer a call meant for another group member.
  • Calls from another group member that are declined or not answered will not appear in your call history.
  • Call pickup group members cannot see each other’s voicemail.