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Set up and use Call Pickup on Cloud Voice

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

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 another phone within your group, and then toggle between the calls or finish one and continue with the other.


How do I set up a Call Pickup Group?

  1. Sign in to the BT Cloud Voice Business Portal
  2. Select ‘Sites’ menu
  3. From the ‘Employee’ list select who you want to activate ‘Call Pickup’ for
  4. Select ’Features’ from the menu on the left hand side
  5. Select ‘Call Pickup Groups’
  6. Click ‘Add’
  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
  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 a bit like 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 (FAC) plus the extension number of the phone so you can pick up or barge in to any call on the site.

How do I use ‘Barge In’?

  1. Carrie is on a call to a customer
  2. You need to speak to Carrie urgently
  3. You dial *33 followed by Carrie's extension number
  4. 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. Sign in to the BT Cloud Voice Business Portal
  2. Select the ‘Employee menu’
  3. Select ’Features’
  4. Select ‘Call Control’
  5. Select ‘Direct Call Pickup with Barge In’
  6. Select ‘Play A Warning Tone When You Barge In’
  7. Click ‘Save’
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