About
Call Parking provide a way to temporarily park a call. The call can be retrieved by the user that has parked the call or any other user that has the permission to retrieve the call.
The difference between parking and holding a call is that only the user that holds the call can retrieve it, but anyone with the permission can retrieve a parked call.
Each park orbit can park only one call. If there is already a call parked on a park orbit, parking another call will fail. This can happen when two users attempt to park a call on the same orbit at the same time. Users need to pay attention if parking failed and then try again on another orbit.
Parking and retrieving calls can be done through dialing star codes from any device. However in most environments, parking and retrieving calls will be done though BLF buttons on desktop phones or through the app.
On desktop phones, a single is used to park and retrieve a call. When in a call, a call can be parked by pushing the button while it is dark. The button will start flashing after the call is parked. To retrieve the call from another phone or from the same phone, the call can be retrieved by pushing the park button while it is flashing.
On the app, calls can be parked by dragging the call onto a park orbit. To retrieve a call, the user needs to click on the park button. It is possible to park a call on a desktop phone and retrieve it from the desktop app and vice versa.
List of Parking Orbits
When clicking on the park orbits navigation item, the system shows the orbits that are available in the tenant. The list contains the account number of the group, the name and if there is a call parked on the orbit. Clicking on the number will edit the group.
Adding a Park Orbit
Configuring a Park Orbit
Account Number(s): The number or numbers assigned to this account.
Display Name: A descriptive name for the account.
CLI: The call parking uses a CLI (caller line identification) when sending a caller to an external number.
Music on Hold: From the dropdown, choose a music on hold source. If specific actions were assigned to the source, the caller can use DTMF for those actions.
Park reminder: Once a call has been parked and the required time has lapsed, the system will call back the extension that parked the call. This will serve as a reminder to the user that the caller is still waiting and that no one has picked up the call.
Call a number after park reminder: If set, this feature calls a specific number after the park reminder, like a hunt group or agent group etc.