Pick Up Users' Calls - Stratus
Discover how your users can pick up calls by dialing or using the Stratus web portal.
Written by Val Campos
Updated at October 27th, 2023
Table of Contents
Pick Up Calls for Other Users
In some situations, it may be important for users to pick up each other's calls. Calls can be picked up in two ways:
- Dialing a feature code.
- Using the Call Center page of the Stratus web portal.
Dial a Code to Pick Up a Call
Feature codes can be dialed by users on their SpectrumVoIP devices to perform certain actions. One of these actions that can be done is picking up calls.
There are two different methods of picking up calls by dialing:
- Group pickup.
- Domain pickup.
Group Pickup
Using group pickup, your users can pick up calls for other users that are in the same department as them.
To pick up another call going to another user in their department, the user would dial *36 on their SpectrumVoIP device.
| Feature Code | Action | Example |
|---|---|---|
| *36 | Group Pickup | Dial *36 to pick up a call ringing to someone in your Department. |
NOTE: In order for Group Pickup to work, your users will need to be sorted into departments.
Sorting users into departments not only allows them to pick up calls for each other by dialing *36, it also makes it easier to organize your users for certain features, such as Call Center Reports and the contacts/directories of SpectrumVoIP devices (e.g., desk phones, the SpectrumVoIP Desktop app, etc.)
Sort a User into a Department as an Admin
To add a user to a department…
1. Navigate to the Users page.
2. Use the search bar to type and select the name or extension number of the user.
3. In the Department box, type or select the name of a department to add the user to.
4. Click the Save button.
Domain Pickup
Using domain pick up, any user can pick up a call ringing to another internal user. Domain pickup can be used to pick up direct calls to users and calls waiting in a call queue.
To pick up any call ringing in your domain, or organization, a user would dial *38 on their SpectrumVoIP device.
| Feature Code | Action | Example |
|---|---|---|
| *38 | Domain Pickup | Dial *38 to pick up a call ringing to anybody in your organization. |
Use the Call Center Page to Pick Up a Call
When a user is set as a Call Center Agent instead of a Basic User, they can view the queues they are in, the activity of those queues, and any calls that are waiting. Calls that are waiting can then be picked up. 
NOTE: In order for users to be able to view the activity of call queues that they are an agent for, their user scope will need to be set as Call Center Agent.
Call Center Supervisor users can view the activity for all call queues.
As an Admin Set a User to be a Call Center Agent
To set a user's scope to Call Center Agent…
1. Navigate to the Users page.
2. Use the search bar to type and select the name or on number of the user.
3. Use the User's Scope drop-down to select Call Center Agent.
4. Click the Save button.
To pick up calls waiting in a queue as a Call Center Agent or Call Center Supervisor using the Call Center page of the Stratus web portal…
- Navigate to the Call Center page.
- When there is an active call in your queue, click the number in the Calls Waiting column.
- In the Callers in Queue menu, click the Transfer
icon next to the call to pick up and select Pick up call..
- Use the Pick up using drop-down to select one of your devices to transfer the call to.
- If needed, select Use this phone by default to have this device selected anytime you are picking up a call.
- Click the Pick Up button.
✔ The portal will show a confirmation message that the “Call successfully transferred”.
After the current agent is finished ringing, your selected device will ring next, regardless of who is next in the queue to ring.