How do I set up and use Call Pickup on BT Cloud Voice?

With Call Pickup you can answer a call to anyone within your Call Pickup Group, which is handy if you ’re in a team and the caller doesn't care who they speak to in the team as long as they speak to someone.

A Call Pickup Group is essentially a group of extensions on the same site who are allowed (by the administrator) to pick up each other’s calls. 

The administrator can set up multiple Call Pickup groups, but you can only be a member of one group.

How do I use it?

From your phone …

If someone else’s phone’s ringing in your group, just dial the Feature Access Code (default *98).

If more than one line in the group is ringing, the call that’s been ringing the longest is picked up first.

Already engaged in a call? No problem. Put your current call on hold, dial the Call Pickup Feature Access Code to answer the incoming call ringing on a another phone within your group, and then toggle between the calls or finish one and continue with the other. 

From the Cloud Voice Toolbar …

You can pick up a call through the Toolbar, either when idle or busy on another call. Simply enter the Call Pickup Feature Access Code in the Toolbar Dial window, and then press enter to dial. This will put your current call on hold while you talk to the incoming caller.

How do I set up a Call Pickup Group?

  1. Login to the BT Cloud Voice portal
  2. Select ‘Sites’ menu
  3. From the ‘Employee’ list select who you want to activate ‘Call Director’ for
  4. Select ’Features’ from the menu on the left hand side
  5. Select ‘Call Pickup Groups’
  6. Click ‘Add’

    Screenshot of portal - Setting up pick up groups


  7. Enter a name for the group in the ‘Group Name’ box
  8. From the ‘Available Users’ list tick the people you want to include in the group

    Screenshot of portal - Setting up pick up groups 2


  9. Click ‘Add’ to move the Users to the ‘Assigned Users’ table below
  10. Click ‘Save’


You can change who’s in a group at any time by clicking the group name in the ‘Call Pickup Groups’ list.

Directed Call Pickup with Barge In

What is it?
You can pick up or barge in to any call on your site.
Sounds bit like ‘Group Call Pickup’? Yes, but the difference is that instead of picking up a call from a pre-defined list of people, ‘Directed Call Pickup with Barge In’ uses a Feature Access Code plus the extension number of the phone so you can pick up or barge into any call on the site.

How do I use ‘Directed Call Pickup'?

The phone rings for your colleague, Carrie
You dial *33 followed by Carrie's extension number
You pick up the call meant for Carrie


How do I use ‘Barge In
’?
Carrie is on a call to a customer
You need to speak to Carrie urgently
You dial *33 followed by Carrie's extension number
As long as Carrie is not set as ‘Barge In Exempt’, you're now in the call with Carrie

How do I set up a tone warning that I'm about to barge in?

  1. Login to the BT Cloud Voice portal
  2. Select the ‘Employee’ menu
  3. Select ’Features
  4. Select ‘Call Control’
  5. Select Direct Call Pickup with Barge In


    Screenshot of portal - Setting up barge in warning


  6. Select ‘Play A Warning Tone When You Barge In’
  7. Click ‘Save


    Screenshot of portal - Setting up barge in warning step 2

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