A Pickup Group allows multiple SIP devices (phones or softphones) to answer each other’s incoming calls. Instead of routing a number directly to a group, numbers are routed to SIP devices, and those devices are linked to Pickup Groups via the Call Routing (Advanced) settings. Each SIP device set to a pickup a group will receive calls from that pickup group’ sharing the load of calls.

Step 1: Access Pickup Groups

Navigate to Inbound → Pickup Group.

Inbound → Pickup Group menu

Step 2: Open the Pickup Group page

Pickup Group page with +Create

Step 3: Create a Pickup Group

Click +Create and fill in the fields:

– Name: A unique name for the group.
– Description: A short explanation (e.g., Sales Team).
– Status: Set Active to enable the group.

Create Pickup Group modal

Step 4: Confirm creation

Pickup Group list with new group

Step 5: Go to SIP Devices

Navigate to My Account → SIP Devices.

SIP Devices menu

Step 6: Open Call Routing

Click the (i) icon under Advance to open Call Routing for the device.

SIP Devices list with Advanced (i) button

Step 7: Configure Pickup Group

In Call Routing, set:

– Call Waiting: Yes
– Pickup Group List: select the group this device belongs to
– Allow Pickup Group List: select the group(s) allowed to pick up this device’s calls

Call Routing with Pickup Group configured

Important Notes

– A SIP Device is a softphone\ registered to PBXME using the SIP protocol. Refer to the SIP Device Setup Guide for configuration.
– Pickup Groups work only when devices are linked correctly under Call Routing.
– You cannot assign Local numbers directly to Pickup Groups — instead assign them to devices, and Pickup Groups allow shared answering.