Call PickUp Question

[Yort Mantup]

Hello,

What is the best way to configure a call pickup for this scenario.

Phone A, B and C are part of a customer service group. 

Phone D is the operator who sits in the same room.

Phones A, B and C would like to have the ability to pickup calls ring to the Operator (Phone D) when the Operator is not present.

I created a call pickup group for them and placed the pickup feature on each of their lines.  I associated each phone line 1 extension as part of this call group and also the Operator line extension.

However, if a call is ringing the operator and also ringing either of the other CS phones (Phone A, line 1 for example) and Phone B wishes to pickup the Operator call, isn't there a chance that Phone B picks up Phone A's call instead?

Thanks for the help!

CM 8.5

7962 phones

[paolo bevilacqua]

Wouldn't be easier and safer if operator CFA to service group instead ? And you should have a short timeout CFNA/CFB to it.

I know that doesn't match some customers view on handling calls, but in my opinion and experience, that is how is done in a professional way.

[Rob Huffman · Accepted solution]

Hi Troy,

You are most correct that Call Pickup operates in a "first come - first serve" manner

so that it is quite possible that you could Pickup a call meant for Phone A if it was

the first one ringing within the Group.

Maybe you want to use Directed Call Pickup instead

For CUCM;

Directed Call Pickup

#

The Directed Call Pickup feature allows a user to pick up a ringing call on a DN directly by pressing the GPickUp softkey and entering the directory number of the device that is ringing. 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 have been 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 from which 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.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucmbe/admin/7_0_1/ccmfeat/fscpickg.html#wp1090765

or you could use 4 seperate groups with ;

Other group call pickup  Allows users to pick up incoming calls in a group that is associated

with their own group. The Cisco CallManager automatically searches for the incoming call 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.

where Operator = O is associated as follows;

A+O

B+O

C+O

but A,B & C have no association.

Cheers!

Rob