> ## Documentation Index > Fetch the complete documentation index at: https://help.cloudtalk.io/llms.txt > Use this file to discover all available pages before exploring further. # Automatic Call Pick-Up > Learn what automatic call pick-up does, where to enable it, and how to troubleshoot calls that are still being answered automatically even when the setting is… > [!NOTE] > > This guide explains how to configure automatic call pick-up in CloudTalk, where to find the setting, and what to check if calls are still being answered automatically even when the feature is turned off. **User level:** Admin, Agent, Supervisor *** ## What Automatic Call Pick-Up Does When enabled, the automatic call pick-up setting causes [CloudTalk Phone](https://help.cloudtalk.io/en/articles/2144759-using-cloudtalk-phone.md) to answer an incoming call as soon as it arrives. The call connects immediately after ringing (or after a short configurable delay), which is useful in high-volume contact centre environphonements where agents should always be ready to take the next call without any extra steps. When set to **Disabled**, the expected behaviour is that incoming calls ring normally and the agent must manually accept them by clicking the **Answer** button. ## Where to Find the Setting The setting exists in three places and they interact with each other. The company-level setting acts as the default; user-level settings override it for individual agents; the Phone app reflects whatever the Dashboard has configured. ### Company Level This is the account-wide default that applies to all users who are set to **Use company settings**. 1. Go to **Dashboard > Settings > General** 2. Scroll to the **Automatic Pickups** section 3. Configure the two dropdowns separately: * **Automatically pick up dialed calls**: for calls from Power Dialer and API * **Automatically pick up inbound calls**: for incoming calls from customers ![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15250862/7252e91288e4-screenshot-2026-05-25-at-11-32-39.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=3e6a1fa5df87b53bed77351b1bba0a20) Available options at company level: | **Option** | **What it means** | | - | - | | Users can define themselves | Each agent can configure their own preference from their user settings or the Phone app. | | Off | Auto pick-up is disabled for everyone using company settings. | | 1 / 2 / 5 / 10 seconds | Calls are automatically answered after the selected delay for all users using company settings. | ### User Level Admins can override the company default for individual users. This takes precedence over the company-level setting. 1. Go to **Dashboard > Users** 2. Click on the relevant user 3. Open the **Advanced settings** tab 4. Find the **Automatically pick up dialed calls** and **Automatically pick up inbound calls** dropdowns and set them as needed 5. Save your changes ![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15250862/94009cc34340-screenshot-2026-05-27-at-11-19-44.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=ae310b62f7f707c8e744c27b27c97f19) Available options at user level: | **Option** | **What it means** | | - | - | | Use company settings | The user inherits the company-level setting. This is the default for most users. | | Users can define themselves | The agent can set their own preference from the Phone app. | | Off | Auto pick-up is disabled for this user, regardless of the company setting. | | 1 / 2 / 5 / 10 seconds | Calls are automatically answered after the selected delay for this user. | > [!NOTE] > > Changes made in the Dashboard apply the next time the user logs in or refreshes their session. Ask the agent to log out and back in if a change is not taking effect. ### CloudTalk Phone App Agents can view and adjust their own auto pick-up preferences directly from the Phone app, but only if the company or user setting is set to **Users can define themselves**. If an admin has set a specific value (Off or a time delay), the Phone app will reflect that and the agent cannot override it. To find it in the app: 1. Open **CloudTalk Phone** 2. Go to **Settings > Calling > Call automation** 3. Adjust **Automatically pick up "dialed" calls** (toggle) and **Automatically pick up inbound calls** (dropdown) as needed ![](https://mintcdn.com/cloudtalk/akDGinDOBsihWn_p/images/help-center/articles/15250862/03bf5e642bef-screenshot-2026-05-25-at-16-03-50.png?fit=max\&auto=format\&n=akDGinDOBsihWn_p\&q=85\&s=b6e8295f372fd62717804be36d5de922) ## What to Do When Calls Are Still Being Answered Automatically If you have turned off automatic call pick-up but calls are still being answered without agent input, work through the following checks in order. ### Confirm the Setting Is Saved and the Session Is Refreshed A common cause is that the Dashboard setting was changed but the agent's active session has not yet picked it up. * Ask the agent to **fully log out** of CloudTalk Phone and log back in. * If using the web phone, clear the browser cache and reload. * Confirm both dropdowns in **Advanced settings** show **Off** after saving. ### Check the Company-Level Default If the user is set to **Use company settings**, the behaviour is driven by the account-level configuration, not the user record. The company default may still have auto pick-up enabled. 1. Go to **Dashboard > Settings > General > Automatic Pickups** 2. Make sure both **Automatically pick up dialed calls** and **Automatically pick up inbound calls** are set to **Off** > [!WARNING] > > **Important:** To disable auto pick-up for one specific user only, set that user's **Advanced settings** to **Off** rather than leaving them on **Use company settings**. To disable it for everyone, change the company-level setting. ### Check the Phone App If the company or user setting is **Users can define themselves**, the agent controls their own preference from the Phone app and may have it enabled there. * Ask the agent to open **CloudTalk Phone > Settings > Calling > Call automation** and check that both settings are off. * Alternatively, set the user's Dashboard preference to **Off** explicitly. This overrides whatever the agent has set in the app. ### Look for Per-Device Overrides (SIP Devices and Softphones) If the agent is using a SIP device (such as a physical IP phone or a third-party softphone like Zoiper or Linphone), that device may have its own auto-answer setting configured locally. CloudTalk's settings do not control third-party SIP endpoints, the override must be removed at the device level. Check the SIP device or softphone settings for an "Auto answer", "Auto pick-up", or "Immediate answer" option and disable it. > [!NOTE] > > For an overview of SIP devices and softphones supported with CloudTalk, see [Using SIP devices with CloudTalk](https://help.cloudtalk.io/en/articles/5361606-using-sip-devices-with-cloudtalk.md). > [!TIP] > > **Still seeing the issue?** If you have worked through all of the checks above and calls are still being auto-answered, contact CloudTalk Support through the [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) with the following details: the affected agent's email, the phone number receiving the calls, and screenshots of their Advanced settings and Phone app Call automation screen. *** *Need help or have a question?* Just reach out through our [Support portal](https://support.cloudtalk.io/hc/en-us/requests/new?ticket_form_id=26305535257884) — we're here for you. ## Related topics - [Power Dialer Automatic Outbound ID](https://help.cloudtalk.io/en/articles/9611995-power-dialer-automatic-outbound-id.md) - [Setting up a campaign](https://help.cloudtalk.io/en/articles/17025659-setting-up-a-campaign.md) - [Make a call](https://help.cloudtalk.io/api-reference/calls/make-a-call.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.