Managing Call Pickups

To access your pickup calls, click the Call Pickup tab from the Phone System Dashboard.

Here, you will see a list of available numbers, their names, and the type of connection assigned to each. The table lists the Name associated with each phone number, the Number itself, and the Type (such as “Group” or “Number Owner”).

To change the settings for a specific number, click the Change button in the “Type” column.

This button allows you to set different behaviors for calls during Working Hours and Non-Working Hours.

During Working Hours, you can select how calls are handled by choosing one of the following options:

  • Number Owner: Directs calls to the primary owner of the phone number.
  • Group: Routes calls to a predefined group, ensuring that any available member can pick up the call.
  • Contact Handler: Sends calls to a specific contact responsible for handling them.
  • IVR: Directs calls through an Interactive Voice Response system to guide callers through options.

Similarly, you can configure how calls are managed during Non-Working Hours. The available options for non-working hours include Number Owner, Group, Announce (an audio message), Voice Mail, or IVR to manage calls that come in after business hours.

The Pickup Group section allows you to select the Type of call distribution. The options available are:

  • Serial: Calls are directed in a predefined order, moving to the next person if the previous one does not answer.
  • Parallel: Calls are sent to all group members simultaneously, and the first to answer picks up the call.
  • Random: Calls are distributed randomly among group members.

You can assign a group to handle these calls by selecting it from the Group drop-down menu. The Order List section allows you to define the order in which members are contacted if you choose the Serial distribution type.

Once all the settings are configured according to your needs, click Save to apply the changes. Proper configuration of call routing ensures that calls are managed effectively, reducing the chances of missed calls and improving response times.