Setting user permissions to pick up calls for other users

Last Updated : Aug 05, 2025 |

About this task

Administrators can modify presence settings to configure Call Pickup settings for users. A status indicator lights on Presence-capable phones to display which users are available, busy, or on hold. An authorized user can then decide how to handle an incoming call.

Incoming calls display destination information, such as a user's extension, on the Avaya Cloud Office™ application or deskphone. Users can use the Pickup icon in the application or Call Pickup button on a deskphone to answer an incoming call.

In the following procedure, create a scenario in which you can configure Call Pickup permissions for a user named Susan Gray. When Susan Gray is unvailable to answer incoming calls, the assigned colleague, Anthony Franco can answer the calls meant for Susan.

Procedure

  1. From the Admin Portal homepage, navigate to Users > User List > Users with Extensions.
  2. To modify a user's permission settings, type the name of the user in the Search field and click the user name in the search results.

    In this example, type Susan Gray in the Search field and click the name Susan Gray.

  3. Expand the Devices & Numbers tab and click Presence from the Phones menu.
  4. On the Presence window, click the Permissions tab.
  5. From the When on a call, share my details with options, select Only users that are permitted to answer my calls.
  6. From the user list, select Antony Franco.
  7. Scroll down and click Save and return to the Users with Extensions page.
  8. Search for and select the user Antony Franco.
  9. Expand the Devices & Numbers tab and click Presence from the Phones menu.
  10. On the Presence window, select the Ring my phone when any user I am monitoring rings and Enable me to pick up a monitored line on hold options.
  11. To assign Susan Gray's extension to a key on Anthony's phone, under Actions, click the More icon, and select Assign Extension.
  12. Search for and select Susan Gray, and click Assign.
  13. Click Save.

    The phones are rebooted for the changes to take effect. If a call is in progress, the phones are rebooted after the call is completed.

Related information
Call Pickup