Call Pickup
• Call Pickup Overview, page 1
• Call Pickup Configuration Task Flow, page 3
• Call Pickup Interactions and Restrictions, page 22
Call Pickup Overview
The Call Pickup feature allows users to answer calls that come in on a directory number other than their own.
Group Call Pickup Overview
The Group Call Pickup feature allows users to pick up incoming calls in another group. Users must dial the
appropriate call pickup group number when this feature is activated from a Cisco Unified IP Phone. Use the
softkey, GPickUp, for this type of call pickup. When the user invokes the Group Call Pickup phone feature
while multiple calls are incoming to a pickup group, the user gets connected to the incoming call that has been
ringing the longest. Depending on the phone model, the users can either use the Group Pickup programmable
feature button or the Group Pickup softkey to pick up an incoming call. If Auto Group Call Pickup is not
enabled, the user must press the GPickUp softkey, dial the group number of another pickup group, and answer
the call to make the connection.
Other Group Pickup Overview
The Other Group Pickup feature allows users to pick up incoming calls in a group that is associated with their
own group. The Cisco Unified Communications Manager automatically searches for the incoming call in the
associated groups to make the call connection when the user activates this feature from a Cisco Unified IP
Phone. Users use the softkey, OPickUp, for this type of call pickup. If Auto Other Group Pickup is not enabled,
the user must press the softkeys, OPickUp and Answer, to make the call connection. Depending on the phone
model, the users can either use the Call Pickup programmable feature button or the Call Pickup softkey to
pick up an incoming call.
When more than one associated group exists, the first associated group has the highest the priority of answering
calls for the associated group. For example, groups A, B, and C associate with group X, the group A has the
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Call Pickup
Directed Call Pickup Overview
highest priority and the group C has the lowest priority of answering calls. The group X picks up incoming
call in group A, though a call may have come in earlier in group C than the incoming call in group A.
Note
The longest alerting call (longest ringing time) gets picked up first if multiple incoming calls occur in that
group. For other group call pickup, priority takes precedence over the ringing time if multiple associated
pickup groups are configured.
Directed Call Pickup Overview
The Directed Call Pickup feature allows a user to pick up a ringing call on a DN directly by pressing the
GPickUp or Group Pickup softkeys and entering the directory number of the device that is ringing. If Auto
Directed Call Pickup is not enabled, the user must press the GPickUp softkey, dial the DN of the ringing
phone, and answer the call that will now ring on the user phone to make the connection. Cisco Unified
Communications Manager uses the associated group mechanism to control the privilege of a user who wants
to pick up an incoming call by using Directed Call Pickup. The associated group of a user specifies one or
more call pickup groups that are associated to the pickup group to which the user belongs.
If a user wants to pick up a ringing call from a DN directly, the associated groups of the user must contain
the pickup group to which the DN belongs. If two users belong to two different call pickup groups and the
associated groups of the users do not contain the call pickup group of the other user, the users cannot invoke
Directed Call Pickup to pick up calls from each other.
When the user invokes the Directed Call Pickup feature and enters a DN to pick up an incoming call, the user
connects to the call that is incoming to the specified phone whether or not the call is the longest ringing call
in the call pickup group to which the DN belongs. If multiple calls are ringing on a particular DN and the user
invokes Directed Call Pickup to pick up a call from the DN, the user connects to the incoming call that has
been ringing the specified DN the longest.
BLF Call Pickup Overview
The BLF Call Pickup feature allows Cisco Unified Communications Manager to notify a phone user when a
call is waiting to be picked up from a BLF DN. The BLF call pickup initiator (the phone that picks up the
call) is selected as the next available line or as a specified line. To use a specified line, the line must remain
off hook before the BLF SD button is pressed. You can configure a hunt list member DN as the BLF DN to
allow an incoming call to a hunt list member to be picked up by the BLF call pickup initiator. The incoming
call on the hunt list member can come from the hunt list or be a directed call. The behavior in each case
depends on how you configure call pickup for the hunt list member DN, the BLF DN, and the hunt pilot
number. When a Call Pickup occurs with the service parameter Auto Call Pickup Enabled set to false, the
phone must remain off hook or the user must press the answer key to pick up the call.
The BLF SD button on the phone can exist in any of the following states:
• Idle—Indicates that no call exists on the BLF DN.
• Busy—Indicates that at least one active call exists on the BLF DN, but no alerts exist.
• Alert— Indicates by flashing that at least one incoming call exists on the BLF DN.
When there is an incoming call to the BLF DN, the BLF SD button flashes on the BLF call pickup initiator
phone to indicate that an incoming call to the BLF DN exists. If Auto Call Pickup is configured, the user
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Call Pickup
Call Pickup Configuration Task Flow
presses the BLF SD button on the call pickup initiator phone to pick up the incoming call. If auto call pickup
is not configured, the phone must remain off hook, or the user must press the answer key to pick up the call.
Call Pickup Configuration Task Flow
Procedure
Command or Action
Step 1
Purpose
Configure a Call Pickup Group, on page Configure a call pickup group for each of the call pickup
5
features that you want to use:
• Call Pickup
• Group Call Pickup
• Other Call Pickup
• Directed Call Pickup
• BLF Call Pickup
You must define groups with unique names and numbers.
Step 2
Assign a Call Pickup Group to Directory Assign each of the call pickup groups that you created to
Numbers, on page 5
the directory numbers that are associated with phones on
which you want to enable call pickup. Directory numbers
must be assigned to a call pickup group to use this feature.
Repeat this procedure for each call pickup group that you
create.
Step 3
Create another call pickup group and
Perform this step if you are configuring BLF Call Pickup.
associate it with the BLF call pickup
Note
You do not always need to create another call
group that you created in Step 1, on page
pickup group. For example, you can have a single
3. You can associate a call pickup
call pickup group that includes both the initiator
group with multiple BLF DN call pickup
DN and the destination DN. In such cases,
groups.
associate the BLF call pickup group with itself.
Step 4
Configure Partitions for Call Pickup, on Configure partitions to create a logical grouping of
page 6
directory numbers (DN) with similar reachability
characteristics. You can use partitions to restrict access to
call pickup groups. If you assign call pickup group
numbers to a partition, only those phones that can dial
numbers in that partition can use the call pickup group.
You must complete this procedure for directed call pickup.
It is optional for other types of call pickup.
Step 5
Configure Calling Search Space, on page If you configure partitions, you must also configure calling
7
search spaces. Configure calling search spaces to identify
the partitions that calling devices can search when they
attempt to complete a call.
You must complete this procedure for directed all pickup.
It is optional for other types of call pickup.
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Call Pickup Configuration Task Flow
Command or Action
Purpose
Step 6
(Optional) Assign a Call Pickup Group Assign a call pickup group to a hunt pilot DN so that users
to Hunt Pilots, on page 8
can pick up calls that are alerting in the line group
members. Hunt lists that are assigned to a call pickup
group can use Call Pickup, Group Call pickup, BLF Call
Pickup, Other Group Pickup, and Directed call pickup.
Step 7
(Optional) Configure notifications:
• Configure Call Pickup
Notification, on page 8
Configure notifications when other members of a pickup
group receive a call. You can configure audio or visual
notifications, or both.
• Configure Call Pickup Notification
for a Directory Number, on page
11
• Configure BLF Call Pickup
Notification, on page 9
Step 8
Configure Directed Call Pickup:
Before you configure directed call pickup, you must
configure partitions and calling search spaces. With
• Configure a Time Period, on page directed call pickup, the calling search space of the user
12
who requests the Directed Call Pickup feature must contain
• Configure Time Schedule, on page the partition of the DN from which the user wants to pick
up a call.
13
• Associate a Time Schedule with a Time periods and time schedules specify the times when
members in the associated group are available to accept
Partition, on page 13
calls.
Step 9
(Optional) Configure automatic call
answering:
Enable automatic call answering and configure timers for
automatic call answering.
• Configure Auto Call Pickup, on
page 14
• Configure BLF Auto Pickup, on
page 15
Step 10 Configure phone button templates:
• Configure Call Pickup Phone
Button Template, on page 16
• Associate Call Pickup Button
Template with Phone, on page 17
• Configure BLF Speed Dial Number
for the BLF Call Pickup Initiator,
on page 17
Configure phone button templates for any of the call
pickup features that you want to use:
• Speed Dial BLF
• Call Pickup
• Group Call Pickup
• Other Group Pickup
For Directed Call Pickup, use the Group Call Pickup
button.
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Call Pickup
Configure a Call Pickup Group
Command or Action
Purpose
Step 11 Configure Softkeys for Call Pickup, on Configure softkeys for any of the call pickup features that
page 18
you want to use:
• Configure a Softkey Template for
Call Pickup, on page 18
• Associate a Softkey Template with
a Common Device Configuration,
on page 20
• Call Pickup (Pickup)
• Group Call Pickup (GPickup)
• Other Group Pickup (OPickup)
For Directed Call Pickup, use the Group Call Pickup
• Associate a Softkey Template with softkey.
a Phone , on page 21
Configure a Call Pickup Group
Procedure
Step 1
From Cisco Unified CM Administration, choose Call Routing > Call Pickup Group.
The Find and List Call Pickup Groups window appears.
Step 2
Click Add New.
The Call Pickup Group Configuration window appears.
Step 3
Configure the fields in the Call Pickup Group Configuration window. See the online help for more
information about the fields and their configuration options.
Assign a Call Pickup Group to Directory Numbers
This section describes how to assign a call pickup group to a directory number. Only directory numbers that
are assigned to a call pickup group can use call pickup, group call pickup, BLF call pickup, other group pickup,
and directed call pickup. If partitions are used with call pickup numbers, make sure that the directory numbers
that are assigned to the call pickup group have a calling search space that includes the appropriate partitions.
Before You Begin
Configure a Call Pickup Group, on page 5
Procedure
Step 1
Step 2
Choose Device > Phone or Call Routing > Directory Number.
Enter the appropriate search criteria to find the phone or directory number that you want to assign to a call
pickup group and click Find.
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Configure Partitions for Call Pickup
A list of phones or directory numbers that match the search criteria displays.
Step 3
Step 4
Step 5
Step 6
Choose the phone or directory number to which you want to assign a call pickup group.
From the Association Information list in the Phone Configuration window, choose the directory number
to which the call pickup group will be assigned.
From the Call Pickup Group drop-down list that displays in the Call Forward and Call Pickup Settings area,
choose the desired call pickup group.
To save the changes in the database, click Save.
What to Do Next
Perform the following tasks:
• Configure Partitions for Call Pickup, on page 6
• Configure Calling Search Space, on page 7
Configure Partitions for Call Pickup
You can restrict access to call pickup groups by assigning a partition to the call pickup group number. When
this configuration is used, only the phones that have a calling search space 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. You can create multiple partitions.
If you assign call pickup group numbers to a partition, only those phones that can dial numbers in that partition
can use the call pickup group. If partitions represent tenants in a multitenant configuration, make sure that
you assign the pickup groups to the appropriate partition for each tenant.
Before You Begin
Assign a Call Pickup Group to Directory Numbers, on page 5
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
From Cisco Unified CM Administration, choose Call Routing > Class of Control > Partition.
In the Partition Name, Description field, enter a name for the partition that is unique to the route plan.
Partition names can contain alphanumeric characters, as well as spaces, hyphens (-), and underscore characters
(_). See the online help for guidelines about partition names.
Enter a comma (,) after the partition name and enter a description of the partition on the same line.
The description can contain up to 50 characters in any language, but it cannot include double quotes ("),
percentage sign (%), ampersand (&), backslash (\), angle brackets (<>), or square brackets ([ ]). If you do not
enter a description, Cisco Unified Communications Manager automatically enters the partition name in this
field.
To create multiple partitions, use one line for each partition entry.
From the Time Schedule drop-down list, choose a time schedule to associate with this partition.
The time schedule specifies when the partition is available to receive incoming calls. If you choose None, the
partition remains active at all times.
Select one of the following radio buttons to configure the Time Zone:
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Configure Calling Search Space
• Originating Device—When you select this radio button, the system compares the time zone of the
calling device to the Time Schedule to determine whether the partition is available is available to receive
an incoming call.
• Specific Time Zone—After you select this radio button, choose a time zone from the drop-down list.
The system compares the chosen time zone to the Time Schedule to determine whether the partition is
available is available to receive an incoming call.
Step 7
Click Save.
What to Do Next
Configure Calling Search Space, on page 7
Configure Calling Search Space
A calling search space is an ordered list of route partitions that are typically assigned to devices. Calling search
spaces determine the partitions that calling devices can search when they are attempting to complete a call.
Before You Begin
Configure Partitions for Call Pickup, on page 6
Procedure
Step 1
Step 2
Step 3
From Cisco Unified CM Administration, choose Call Routing > Class of Control > Calling Search Space.
Click Add New.
In the Name field, enter a name.
Ensure that each calling search space name is unique to the system. The name can include up to 50 alphanumeric
characters and can contain any combination of spaces, periods (.), hyphens (-), and underscore characters (_).
Step 4
In the Description field, enter a description.
The description can include up to 50 characters in any language, but it cannot include double-quotes ("),
percentage sign (%), ampersand (&), back-slash (\), or angle brackets (<>).
Step 5
From the Available Partitions drop-down list, perform one of the following steps:
• For a single partition, select that partition.
• For multiple partitions, hold down the Control (CTRL) key, then select the appropriate partitions.
Step 6
Step 7
Step 8
Select the down arrow between the boxes to move the partitions to the Selected Partitions field.
(Optional) Change the priority of selected partitions by using the arrow keys to the right of the Selected
Partitions box.
Click Save.
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Call Pickup
Assign a Call Pickup Group to Hunt Pilots
What to Do Next
Assign a Call Pickup Group to Hunt Pilots, on page 8
Assign a Call Pickup Group to Hunt Pilots
Only hunt lists that are assigned to a call pickup group can use Call Pickup, Group Call Pickup, BLF Call
Pickup, Other Group Pickup, and Directed Call Pickup. Follow these steps to assign a call pickup group to
hunt pilots:
Before You Begin
Configure Calling Search Space, on page 7
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From Cisco Unified CM Administration, choose Call Routing > Route/Hunt > Hunt Pilot.
Enter the appropriate search criteria to find the hunt pilot that you want to assign to a call pickup group and
click Find. A list of hunt pilots that match the search criteria appears.
Choose the hunt pilot to which you want to assign a call pickup group.
From the Call Pickup Group drop-down list box that appears in the Hunt Forward Settings area, choose
the desired call pickup group.
Click Save.
What to Do Next
Configure Call Pickup Notification, on page 8
Configure Call Pickup Notification
You can configure Call Pickup Notification at the system level, call pickup group level, or individual phone
level.
Before You Begin
Assign a Call Pickup Group to Hunt Pilots, on page 8
Procedure
Command or Action
Step 1
Configure Call Pickup Notification for a Call To allow the original called party to pick up the
Pickup Group, on page 10
call prior to the audio and/or visual alert being
sent to the pickup group.
Step 2
Configure Call Pickup Notification for a
Directory Number, on page 11
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Purpose
To configure the type of audio alert to be
provided when phone is idle or has an active
call.
Call Pickup
Configure Call Pickup Notification
Command or Action
Step 3
Purpose
Configure BLF Call Pickup Notification, on
page 9
Configure BLF Call Pickup Notification
Before You Begin
Configure Call Pickup Notification for a Directory Number, on page 11
Procedure
Step 1
Step 2
Step 3
Step 4
In Cisco Unified CM Administration, choose System > Service Parameters.
From the Server drop-down list box, choose the server that is running the Cisco CallManager service.
From the Service drop-down list box, choose Cisco CallManager.
Configure the fields from Clusterwide Parameters (Device - Phone section in the Service Parameter
Configuration window. See the Related Topics section for more information about the fields and their
configuration options.
What to Do Next
Configure Directed Call Pickup, on page 12
Related Topics
Service Parameter Fields for BLF Call Pickup Notification, on page 9
Service Parameter Fields for BLF Call Pickup Notification
Field
Description
Call Pickup Group Audio Alert Setting of Idle Station This parameter determines the kind of audio
notification that is provided when a phone is idle (not
in use) and it needs to be alerted regarding an
incoming call on its Call Pickup Group. Valid values
are as follows:
• Disable
• Ring Once
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Configure Call Pickup Notification
Field
Description
Call Pickup Group Audio Alert Setting of Busy
Station
This parameter determines the kind of audio
notification that is provided when a phone is busy (in
use) and it needs to be alerted regarding an incoming
call on its Call Pickup Group. Valid values are as
follows:
• Disable
• Beep Only
BLF Pickup Group Audio Alert Setting of Idle Station This parameter determines the kind of audio
notification that is provided when a phone is idle and
it needs to be alerted regarding an incoming call on
the BLF Pickup Button. Valid values are as follows:
• No Ring
• Ring Once
BLF Pickup Group Audio Alert Setting of Busy
Station
This parameter determines the kind of audio
notification that is provided when a phone is busy
and it needs to be alerted regarding an incoming call
on the BLF Pickup Button. Valid values are as
follows:
• No Ring
• Beep Only
Configure Call Pickup Notification for a Call Pickup Group
Before You Begin
Assign a Call Pickup Group to Hunt Pilots, on page 8
Procedure
Step 1
From Cisco Unified CM Administration, choose Call Routing > Call Pickup Group.
The Call Pickup Group window appears.
Step 2
Configure the fields in the Call Pickup Group Notification Settings section in the Call Pickup Group
Configuration window. See the Related Topics section for details about the fields and their configuration
options.
Note
Refer to Call Pickup Interactions and Restrictions, on page 22 for feature interactions and restrictions
that will affect your Call Pickup configuration.
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Call Pickup
Configure Call Pickup Notification
What to Do Next
Configure Call Pickup Notification for a Directory Number, on page 11
Related Topics
Call Pickup Notification Fields for Call Pickup, on page 11
Call Pickup Notification Fields for Call Pickup
Field
Description
Call Pickup Group Notification Policy
From the drop-down list, select the notification policy.
The available are options are No Alert, Audio Alert,
Visual Alert, and Audio and Visual Alert.
Call Pickup Group Notification Timer
Enter the seconds of delay (integer in the range of 1
to 300) between the time that the call first comes into
the original called party and the time that the
notification to the rest of the call pickup group is sent.
Calling Party Information
Check the check box if you want the visual
notification message to the call pickup group to
include identification of the calling party. The system
only makes this setting available when the Call Pickup
Group Notification Policy is set to Visual Alert or
Audio and Visual Alert.
Called Party Information
Check the check box if you want the visual
notification message to the call pickup group to
include identification of the original called party. The
system makes this setting available when the Call
Pickup Group Notification Policy is set to Visual
Alert or Audio and Visual Alert.
Configure Call Pickup Notification for a Directory Number
Perform these steps to configure the type of audio notification that is provided when a phone is idle or in use.
Before You Begin
Configure Call Pickup Notification for a Call Pickup Group, on page 10
Procedure
Step 1
From Cisco Unified CM Administration, choose Call Routing > Directory Number.
The Find and List Directory Numbers window appears.
Step 2
Step 3
Enter the search criteria and click Find.
Click the directory number for which you want to configure the Call Pickup Notification.
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Configure Directed Call Pickup
The Directory Number Configuration window appears.
Step 4
Step 5
Choose a device name in the Associated Devices pane and click the Edit Line Appearance button.
The Directory Number Configuration window refreshes to show the line appearance for this DN on the
device that you choose.
From the Call Pickup Group Audio Alert Setting(Phone Idle) drop-down list, choose one of the following:
• Use System Default
• Disable
• Ring Once
Step 6
From the Call Pickup Group Audio Alert Setting(Phone Active) drop-down list, choose one of the following:
• Use System Default
• Disable
• Beep Only
Step 7
Click Save.
What to Do Next
Configure BLF Call Pickup Notification, on page 9
Configure Directed Call Pickup
Procedure
Command or Action
Purpose
Step 1
Configure a Time Period, on page 12 Configure time period for members of the associated
groups to your group.
Step 2
Configure Time Schedule, on page
13
Configure time schedule for members of the associated
groups to your group.
Step 3
Associate a Time Schedule with a
Partition, on page 13
Associate time schedules with partitions to determine
where calling devices search when they are attempting
to complete a call during a particular time of a day.
Configure a Time Period
Use this procedure to define time periods. You can define a start time and an end time, and also specify
repetition interval either as days of the week or a specified date on the yearly calendar.
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Configure Directed Call Pickup
Procedure
Step 1
Step 2
Step 3
In Cisco Unified Communications Manager Administration, choose Call Routing > Class of Control > Time
Period.
Configure the fields in the Time Period Configuration window. See the online help for more information
about the fields and their configuration options.
Click Save.
What to Do Next
Configure Time Schedule, on page 13
Configure Time Schedule
Before You Begin
Configure a Time Period, on page 12
Procedure
Step 1
Step 2
From Cisco Unified CM Administration, choose Call Routing > Class of Control > Time Schedule.
Configure the fields in the Time Schedule Configuration window. See the online help for more information
about the fields and their configuration options.
What to Do Next
Associate a Time Schedule with a Partition, on page 13
Associate a Time Schedule with a Partition
Associate time schedules with partitions to determine where calling devices search when they are attempting
to complete a call during a particular time of day.
Before You Begin
Configure Time Schedule, on page 13
Procedure
Step 1
Step 2
Choose Call Routing > Class of Control > Partition.
From the Time Schedule drop-down list, choose a time schedule to associate with this partition.
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Configure Automatic Call Answering
Step 3
The time schedule specifies when the partition is available to receive incoming calls. If you choose None, the
partition remains active at all times.
Click Save.
What to Do Next
Configure Automatic Call Answering, on page 14
Configure Automatic Call Answering
Procedure
Command or Action
Purpose
Step 1
Configure Auto Call Pickup, on
page 14
You can automate call pickup, group pickup, other group
pickup, directed call pickup, and BLF call pickup. If you
do not enable automatic call answering, users must press
additional softkeys or dial group numbers to complete the
connection.
Step 2
Configure BLF Auto Pickup, on
page 15
Configure Auto Call Pickup
Auto call pickup connects the user to an incoming call. When the user presses the softkey on the phone, Cisco
Unified Communications Manager locates the incoming call in the group and completes the call connection.
You can automate call pickup, group pickup, other group pickup, directed call pickup, and BLF call pickup.
If you do not enable automatic call answering, users must press additional softkeys or dial group numbers to
complete the connection.
Before You Begin
Associate a Time Schedule with a Partition, on page 13
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Configure Automatic Call Answering
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
In Cisco Unified CM Administration, choose, System > Service Parameters.
From the Server drop-down list box, choose the server that is running the Cisco CallManager service.
From the Service drop-down list box, choose Cisco CallManager.
In the Clusterwide Parameters (Feature – Call Pickup) section, select True or False from the Auto Call
Pickup Enabled drop-down list to enable or disable automatic call answering for call pickup groups.
If the Auto Call Pickup Enabled service parameter is False, enter a value from 12 to 300 in the Call Pickup
No Answer Timer field. This parameter controls the time that a call takes to get restored if the call is picked
up but not answered by using call pickup, group call pickup, or other group call pickup.
In the Pickup Locating Timer field, enter a value from 1 to 5. This service parameter specifies the maximum
time, in seconds, for Cisco Unified Communications Manager to identify all alerting calls from all nodes in
the cluster. This information is then used to help ensure that the call that has been waiting longest in the queue
is delivered to the next user who presses the PickUp, GPickUp, or OPickUp softkey.
Click Save.
What to Do Next
Configure BLF Auto Pickup, on page 15
Configure BLF Auto Pickup
Before You Begin
Configure Auto Call Pickup, on page 14
Procedure
Step 1
Step 2
Step 3
Step 4
In Cisco Unified CM Administration, choose, System > Service Parameters.
From the Server drop-down list box, choose the server that is running the Cisco CallManager service.
From the Service drop-down list box, choose Cisco CallManager.
Configure values for the following clusterwide service parameters.
• BLF Pickup Audio Alert Setting of Idle Station—Select True or False from the drop-down list to enable
or disable automatic call answering for call pickup groups. The default value for this service parameter
is False.
• BLF Pickup Audio Alert Setting of Busy Station—If the Auto Call Pickup Enabled service parameter
is False, enter a value from 12 to 300 (inclusive). This parameter controls the time that a call takes to
get restored if the call is picked up but not answered by using call pickup, group call pickup, or other
group call pickup.
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Configure Call Pickup Phone Buttons
What to Do Next
Configure Call Pickup Phone Buttons, on page 16
Configure Call Pickup Phone Buttons
Procedure
Command or Action
Purpose
Step 1
Configure Call Pickup Phone Button Template, on page
16
Add Call Pickup feature to the
phone button template.
Step 2
Associate Call Pickup Button Template with Phone, on
page 17
Step 3
Configure BLF Speed Dial Number for the BLF Call Pickup
Initiator, on page 17
Configure Call Pickup Phone Button Template
Follow these steps to add Call Pickup feature to the phone button template.
Before You Begin
Configure Automatic Call Answering, on page 14
Procedure
Step 1
From Cisco Unified CM Administration, choose Device > Device Settings > Phone Button Template.
The Find and List Phone Button Templates window appears.
Step 2
Click Find.
The window displays a list of templates for the supported phones.
Perform this step if you want to create a new phone button template; otherwise, proceed to the next step.
a) Select a default template for the model of phone and click Copy.
b) In the Phone Button Template Information field, enter a new name for the template.
c) Click Save.
Step 3
Step 4
Perform this step if you want to add phone buttons to an existing template.
a) Enter search criteria and click Find .
b) Choose an existing template.
The Phone Button Template Configuration window appears.
Step 5
Step 6
Step 7
From the Line drop-down list, choose feature that you want to add to the template.
Click Save.
Perform one of the following tasks:
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Configure Call Pickup Phone Buttons
• If you modified a template that is already associated with devices, click Apply Config to restart the
devices.
• If you created a new softkey template, associate the template with the devices and then restart them. See
the What to Do Next section for more information.
What to Do Next
Associate Call Pickup Button Template with Phone, on page 17
Associate Call Pickup Button Template with Phone
Before You Begin
Configure Call Pickup Phone Button Template, on page 16
Procedure
Step 1
From Cisco Unified CM Administration, choose Device > Phone.
The Find and List Phones window is displayed.
Step 2
From the Find and List Phones window, click Find.
A list of phones that are configured on the Cisco Unified Communications Manager is displayed.
Choose the phone to which you want to add the phone button template.
The Phone Configuration window appears.
Step 3
Step 4
Step 5
In the Phone Button Template drop-down list, choose the phone button template that contains the new feature
button.
Click Save.
A dialog box is displayed with a message to press Reset to update the phone settings.
What to Do Next
Configure BLF Speed Dial Number for the BLF Call Pickup Initiator, on page 17
Configure BLF Speed Dial Number for the BLF Call Pickup Initiator
Before You Begin
Associate Call Pickup Button Template with Phone, on page 17
Procedure
Step 1
Step 2
Step 3
From Cisco Unified CM Administration, choose Device > Phone.
Select the phone that you want to use as the BLF call pickup initiator.
In the Association pane, Add a new BLF SD link.
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Call Pickup
Configure Softkeys for Call Pickup
The Busy Lamp Field Speed Dial Configuration window appears.
Step 4
Step 5
Step 6
Select a Directory Number (BLF DN) that should be monitored by the BLF SD button.
Check the Call Pickup check box to use the BLF SD button for BLF Call Pickup and BLF Speed Dial. If you
do not check this check box, the BLF SD button will be used only for BLF Speed Dial.
Click Save.
What to Do Next
Configure Softkeys for Call Pickup, on page 18
Configure Softkeys for Call Pickup
Procedure
Command or Action
Purpose
Step 1
Configure a Softkey Template for Call
Pickup, on page 18
Add the Pickup, GPickup, and OPickup softkeys to a
softkey template.
Step 2
To Associate a Softkey Template with a Optional. To make the softkey template available to
Common Device Configuration, on page phones, you must complete either this step or the following
20, complete the following subtasks:
step. Follow this step if your system uses a Common
Device Configuration to apply configuration options to
• Add a Softkey Template to
phones. This is the most commonly used method for
Common Device Configuration, making a softkey template available to phones.
on page 20
• Associate a Common Device
Configuration with a Phone, on
page 21
Step 3
Associate a Softkey Template with a
Phone , on page 21
Optional. Use this procedure either as an alternative to
associating the softkey template with the Common Device
Configuration, or in conjunction with the Common Device
Configuration. Use this procedure in conjunction with the
Common Device Configuration if you need assign a
softkey template that overrides the assignment in the
Common Device Configuration or any other default
softkey.
Configure a Softkey Template for Call Pickup
Use this procedure to make the following call pickup softkeys available:
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Call Pickup
Configure Softkeys for Call Pickup
Softkey
Description
Call Pickup (Pickup)
Allows you to answer a call on
On Hook
another extension in your group. Off Hook
Group Call Pickup (GPickup)
Allows you to answer a call on
extension outside your group.
On Hook
Allows you to answer a call
ringing in another group that is
associated with your group.
On Hook
Other Group Pickup (OPickup)
Call States
Off Hook
Off Hook
Before You Begin
Configure Call Pickup Phone Buttons, on page 16
Procedure
Step 1
From Cisco Unified CM Administration, choose Device > Device Settings > Softkey Template.
The Softkey Template Configuration window appears.
Step 2
Perform this step to create a new softkey template; otherwise, proceed to the next step.
a) Click Add New.
b) Select a default template and click Copy.
c) In the Softkey Template Name field, enter a new name for the template.
d) Click Save.
Step 3
Perform this step to add softkeys to an existing template.
a) Enter search criteria and click Find.
b) Choose an existing template.
The Softkey Template Configuration window appears.
Step 4
Check the Default Softkey Template check box to designate this softkey template as the default softkey
template.
Note
If you designate a softkey template as the default softkey template, you cannot delete it unless you
first remove the default designation.
Step 5 Choose Configure Softkey Layout from the Related Links drop-down list in the upper right corner and
click Go.
Step 6 From the Select a Call State to Configure drop-down list, choose the call state for which you want the softkey
to display.
Step 7 From the Unselected Softkeys list, choose the softkey to add and click the right arrow to move the softkey
to the Selected Softkeys list. Use the up and down arrows to change the position of the new softkey.
Step 8 To display the softkey in additional call states, repeat the previous step.
Step 9 Click Save.
Step 10 Perform one of the following tasks:
• If you modified a template that is already associated with devices, click Apply Config to restart the
devices.
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Call Pickup
Configure Softkeys for Call Pickup
• If you created a new softkey template, associate the template with the devices and then restart them. See
the What to Do Next section for more information.
What to Do Next
Perform one of the following tasks:
• Associate a Softkey Template with a Common Device Configuration, on page 20
• Associate a Softkey Template with a Phone , on page 21
Associate a Softkey Template with a Common Device Configuration
Optional. There are two ways to associate a softkey template with a phone:
• Add the softkey template to the Phone Configuration.
• Add the softkey template to the Common Device Configuration.
The procedures in this section describe how to associate the softkey template with a Common Device
Configuration. Follow these procedures if your system uses a Common Device Configuration to apply
configuration options to phones. This is the most commonly used method for making a softkey template
available to phones.
To use the alternative method, see Associate a Softkey template with a Phone.
Before You Begin
Configure a Softkey Template for Call Pickup, on page 18
Procedure
Step 1
Add a Softkey Template to Common Device Configuration, on page 20
Step 2
Associate a Common Device Configuration with a Phone, on page 21
Add a Softkey Template to Common Device Configuration
Procedure
Step 1
From Cisco Unified CM Administration, choose Device > Device Settings > Common Device Configuration.
The Find and List Common Device Configuration window appears.
Step 2
Perform this step to create a new Common Device Configuration and associate the softkey template with it;
otherwise, proceed to the next step.
a) Click Add New.
b) In the Name field, enter a name for the Common Device Configuration.
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Call Pickup
Configure Softkeys for Call Pickup
c) Click Save.
Step 3
Perform this step to add the softkey template to an existing Common Device Configuration.
a) Enter search criteria and click Find.
b) Choose an existing Common Device Configuration.
The Common Device Configuration window appears.
Step 4
In the Softkey Template drop-down list, choose the softkey template that contains the softkey that you want
to make available.
Click Save.
Perform one of the following tasks:
Step 5
Step 6
• If you created a new Common Device Configuration, associate the configuration with devices and then
restart them. See the What to Do Next section for more information.
• If you modified a Common Device Configuration that is already associated with devices, click Apply
Config to restart the devices.
What to Do Next
Associate a Common Device Configuration with a Phone, on page 21
Associate a Common Device Configuration with a Phone
Procedure
Step 1
From Cisco Unified CM Administration, choose Device > Phone.
The Find and List Phones window appears.
Step 2
Step 3
Find the phone to which to add the softkey template.
From the Common Device Configuration drop-down list, choose the common device configuration that
contains the new softkey template.
Click Save.
Click Reset to update the phone settings.
Step 4
Step 5
Associate a Softkey Template with a Phone
Procedure
Step 1
From Cisco Unified CM Administration, choose Device > Phone.
The Find and List Phones window appears.
Step 2
Choose the phone to which you want to add the softkey template.
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Call Pickup
Call Pickup Interactions and Restrictions
The Phone Configuration window appears.
Step 3
Step 4
From the Softkey Template drop-down list, choose the template that contains the new softkey.
Click Save.
Call Pickup Interactions and Restrictions
Call Pickup Interactions
Feature
Interaction
Route Plan Report
The route plan report displays the patterns and DNs
that are configured in Cisco Unified Communications
Manager. Use the route plan report to look for
overlapping patterns and DNs before assigning a DN
to call pickup group.
Calling search space and partitions
Assigning a partition to the Call Pickup Group
number limits call pickup access to users on the basis
of the device calling search space.
Time of Day (TOD)
Time of Day (TOD) parameter for members in the
associated group enable them to accept calls within
the same time period as their own group. TOD
associates a time stamp to the calling search space
and partition.
Call Accounting
When a call pickup occurs through auto call pickup,
the system generates two call detail records (CDRs).
One CDR applies to the original call that is cleared,
and another CDR applies to the requesting call that
is connected.
When a call pickup occurs via non-auto call pickup,
the system generates one call detail record, which
applies to the requesting call that is connected.
A CDR search returns all CDRs that match a specific
time range and other search criteria. You can also
search for a type of call that is associated with a
particular CDR. The search result displays a call type
field that indicates whether the call is a pickup call.
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Call Pickup
Call Pickup Restrictions
Feature
Interaction
Call Forwarding
When a call pickup occurs with the service parameter
Auto Call Pickup Enabled set to false, the call forward
that is configured on the phone gets ignored when
one of the pickup softkeys is pressed. If the call
pickup requestor does not answer the call, the original
call gets restored after the pickup no answer timer
expires.
Call Pickup Restrictions
Restriction
Description
Different phone lines to different call pickup groups Although you can assign different lines on a phone
to different call pickup groups, Cisco does not
recommend this setup because it can be confusing to
users.
Call Pickup Group Number
• You cannot delete a call pickup group number
when it is assigned to a line or DN. To
determine which lines are using the call pickup
group number, use Dependency Records in Call
Pickup Configuration window. To delete a
call pickup group number, reassign a new call
pickup group number to each line or DN.
• When you update a call pickup group number,
Cisco Unified Communications Manager
automatically updates all directory numbers that
are assigned to that call pickup group.
SIP Phones
• The system does not support Call Pickup
Notification on a few Cisco Unified IP Phones
that run SIP.
• Call Pickup Notification is only supported on
licensed, third-party phones that run SIP.
Directed Call Pickup
• If a device that belongs to a hunt list rings due
to a call that was made by calling the hunt pilot
number, users cannot use the Directed Call
Pickup feature to pick up such a call.
• Users cannot pick up calls to a DN that belongs
to a line group by using the Directed Call Pickup
feature.
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Call Pickup
Call Pickup Restrictions
Restriction
Description
BLF Pickup
The system does not support Call Pickup Notification
on a few Cisco Unified IP Phones that run SIP.
Incoming Calling Party International Number Prefix If you have configured a prefix in the “Incoming
- Phone
Calling Party International Number Prefix - Phone ”
service parameter, and an international call is placed
to a member in the Call Pickup Group, the prefix does
not get invoked in the calling party field if the call
gets picked up by another member of the Call Pickup
Group.
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