Information

This article is intended for users with an Office Manager, Site Manager, and Call Center Supervisor scopes (admin access).

Call Park is a system-wide public call hold function. This means a call parked by one phone may be picked up or retrieved by any other phone on the system via a 'Park Key' or extension number. By default Call Parking utilizes extensions 700 - 749.

Call Parking should not be confused with basic call hold, which is a local function. This means a call being held by one phone cannot be picked up or retrieved by another phone.

Creating a Call Park Queue

The first step in configuring Call Parking is to create one or more Call Park Queues.

Browse to the Call Queues page, and select the Add Call Queue button.

A window will appear, in the Add a Call Queue screen, enter the following values then click Add:

Name - can be any word that is descriptive of the purpose. e.g. 'Park 701'.
Extension - For Call Park numbers, the queue extension MUST be between 700 and 749. This number range is reserved for Directed Call Parking in the phone system.
Department - Enter 'Park'
Site - If your system has more than one location/site, enter the location or site that the call park extension number(s) belongs to.
Type - Select the Call Park radio option.

Once complete click Add

You will see the new parking queue similar to below:

Configuring the Call Park Ringback Timer

The parking system will automatically ring back to the agent that put a caller in park. This timer is determined by the Ring For timer in the call park user's answering rules.

1. Navigate to Users

2. Search for and select the park user (you may need to uncheck Hide System Users to see the park user)

3. Navigate to the Answering Rules

4. Adjust the timer in the Ring For drop-down

Configuring a Call Park Key

Browse to the Phones tab, and select the MAC address of phone or the 'Easy Keys' icon to program a Call Park key.

Once you have selected the phone you wish to program now select the button you wish to add the Call Park key to:

Select a Feature -> Call Park.
Target -> The Call Park number you have created.
Custom label -> in this example enter 'Park 701'.
Save and resync -> This is found on the Save button's up arrow. Depending on your phone make and model, the phone may reboot when you do this.

Call Parking Operation

1. With a caller on the line, simply pressing one of the available green Park keys will place the caller on hold in the specified parking spot.

2. The Park key will turn from green to red indicating that a caller is holding on that parking spot.

3. Any phone on the system can now use the same park key on the phone, mobile app, or web phone to retrieve the call or can dial the specific park extension number (e.g. 701, 702, etc.) to retrieve the parked call.

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