Call Pickup not working

[GuardguyMO]

I have CUCM 8.5 and have a pickup group built for 8 phones. The users report that they are not able to pick up a ringing phone. They state that when they push the PickUp button they get a message that states "Key is not Active" when trying to pick up an incoming call. They also mentioned that they get what seems like a busy signal.

Any ideas?

 

[whykap]

They are either trying to pick a phone DN that is not part of their group or they are not part of the group. Or someone else picked up the phone before they did.

 

[GuardguyMO]

All 8 phones are in the same office, all 8 phones are in the correct pickup group and no else seems to be able to answer the ringing phone using the call pickup button. I have checked two other offices in the building and their call pickup works.

I am at a loss.

Ideas??

Mitch

 

[trvlr1]

Build a new group by copying a working one, then apply to the phones and see if that works. It could be that the one you are trying to use is corrupted somehow ....... Just a thought.

 

[whykap]

Do they have multiple DN's on their phones perhaps? They will all need to be part of the group.
Regardless, it's a configuration issue. Possibly the way the call is presented (routing).

 

[GuardguyMO]

trvlr1

Good tip, that fixed the problem. You were right somehow that PUG was corrupt. I copied one that worked and that fixed the problem.

Thanks again.

Mitch