Directed Call Pickup in FreePBX 17 allows an end user to answer a call that is ringing on another extension by dialling a short code from their own handset or softphone.

The usual dial string is:

**<extension number>

Example:

**201

This answers the call currently ringing on extension 201.

How it works

Directed Call Pickup is used when:

• another user’s phone is ringing
• the extension number of that ringing phone is known
• the call needs to be answered from a different handset or softphone

This is different from general or group pickup, where a call is picked up without specifying the exact extension.

Basic dial format

Dial:

** + the extension number that is ringing

Examples:

• **201
• **205
• **312

The ** must be entered immediately before the extension number.

Using directed call pickup from a desk phone

1. Wait until the other extension is actively ringing.
2. On the handset that will answer the call:

• lift the handset, or
• press the speaker button, or
• use a headset line button

1. Dial the pickup code and extension in one string.

Example:

**201

1. The ringing call should transfer to the phone that dialled the code.
2. The original extension will stop ringing, and the conversation continues on the answering phone.

Using directed call pickup from a softphone

1. Confirm that the target extension is ringing.
2. In the softphone, open the dial pad or keypad.
3. Enter the pickup code followed by the extension number.

Example:

**201

1. Press the call or dial button if the softphone does not automatically send the digits.
2. The call will connect to the softphone if the target extension is still ringing.

Practical examples

Example 1: Picking up a colleague’s call

• Reception extension 200 is ringing
• User at extension 204 wants to answer it

From extension 204, dial:

**200

The call will now ring through to extension 204 and can be answered there.

Example 2: Answering a call for another office phone

• Extension 215 is ringing in an empty office
• User at extension 210 answers it

From extension 210, dial:

**215

Example 3: Using a softphone instead of a physical handset

• Extension 301 is ringing on a desk phone
• User is logged into a softphone on extension 399

From the softphone, dial:

**301

If the call is still ringing, it will be answered on extension 399.

What the user will notice

When directed pickup works:

• the original phone stops ringing
• the answering phone or softphone connects to the caller
• the caller is usually unaware that another extension answered the call

Important usage notes

The target extension must be ringing

Directed Call Pickup only works if the other extension is actively alerting for a call.

It will not usually work if:

• the call has already been answered
• the call has already gone to voicemail
• the call has stopped ringing
• the extension is not currently receiving the call

Dial the full code in one go

Enter the pickup string as a continuous dial sequence:

**201

Do not dial **, wait, and then dial the extension later.

Timing matters

If the call stops ringing before the pickup code is processed, the pickup will fail.

The feature code may have been customised

In many FreePBX systems, directed pickup uses , but system administrators can change feature codes. If <extension> does not work, the PBX may be using a different pickup prefix.

Common scenarios where it works

Directed Call Pickup commonly works when:

• a direct call is ringing on another extension
• a user’s extension is ringing as part of a ring group
• a call has been presented to a particular extension and another user answers it first

Common scenarios where it may not work

It may fail or behave differently if:

• the call has already been forwarded elsewhere
• the extension is no longer ringing
• the phone system has directed pickup disabled or changed
• the call is ringing a queue or special application rather than a normal extension alert
• the handset or softphone sends the digits incorrectly

If the phone is already on a call

If already speaking on a call, directed pickup is only possible if the handset or softphone supports another line, call waiting, or placing the current call on hold first.

Typical process:

1. Place the current call on hold.
2. Open a new line or dial screen.
3. Dial the pickup code.

Example:

**201

1. Answer the picked-up call.

If the device supports only one active call path, directed pickup may not be possible until the current call is ended.

Difference between directed pickup and group pickup

Directed pickup:

• used when the exact extension number is known
• normally dialled as **<extension>

Group pickup:

• used to answer a ringing call within a pickup group or nearby group
• often uses a different feature code such as *8, depending on system configuration

Directed pickup is the more precise option because it targets a specific extension.

Quick reference

To answer a call ringing on another extension:

1. Go off-hook on the phone or softphone you want to use.
2. Dial:

**<ringing extension>

Example:

**203

1. Speak once the call connects.

Typical reasons for failure

If nothing happens, the most common reasons are:

• the wrong extension number was entered
• the target phone stopped ringing before pickup completed
• the call had already gone to voicemail
• the system uses a different feature code
• the target call was not eligible for directed pickup

For most FreePBX 17 users, the normal end-user method is simply to dial ** followed by the ringing extension number.