This article provides instructions on how administrators can set up and manage a Direct Call Pickup group which allows multiple users to answer each other's calls.
Directed Call Pickup allows a group member to answer calls on other members' phones from their phone.
IMPORTANT: Queue, shared lines, intercom, and paging calls cannot be picked up.
Configuration
Login to the Service Portal ( service.cloudoffice.avaya.com ) with Phone Administrative permissions.
1. Navigate to Phone System \ Groups \ Call Pickup \ Directed Pickup tab
2. Click New Direct Call Pickup
3. Create Group Name and Assignment to Site and click Next
4. Select Users that are to be part of the Call Pickup group
5. Click Save
Operation of Call Pickup
Direct Call Pickup allows you to answer an incoming call from another users phone who is part of your Directed Call Pickup Group by dialing *58 followed by the extension of the ringing phone.
Example : Phones extension 1000, 1001, 1002 and 1003 are part of the same Directed Call Pickup Group.
A call comes in and is ringing extension 1000, the user 1002 can dial *58 1000 and they will answer the call ringing at extension 1000.
Performance
The maximum number of members per group: 100 members per Pickup Group.
The maximum number of Directed Call Pickup groups per member/user: 10 groups per member.
Expected Busy Hour Call Rate for 1 Directed Call Pickup group: 500 calls/hour.
The maximum number of Directed Call Pickup groups per Account: 100 groups per account.
Limitations:
The following calls cannot be used with this feature:
Forwarded calls via any forwarding methods (i.e., forwarded to other user's phones, forwarded via custom rule, forwarded via phone, etc.
BCA extension calls
Call queue calls
Shared Line calls
Intercom calls
Paging calls
Limited Extension Users
