Using Call Parking on Cloud

Overview

What is Call Park? 

A call comes in. An agent is busy and decides to use Call Park to place the caller into a parking orbit. This agent can then retrieve the call when they're ready, or another agent can retrieve the call in the meantime. It's a more powerful feature than simply placing a call on hold. 

What happens if nobody retrieves the call? Then a ringback can be configured back to the original agent so that no caller is ever forgotten. 

Definitions:

• Call Park: This is a feature that allows a call to be placed into a parking orbit. Typically it's used in situations where one device places a call on hold, and then another device needs to retrieve the call.

• Static Call Park/Parktrieve: This type of Call Park places the call in a specific queue. The agent who retrieves the call must know which queue the call has been parked in. Multiple callers can be placed into a Static Call Park. Calls can only be retrieved on a FIFO (first-in, first-out) basis.

• Dynamic Call Park: This type of Call Park allows the system to decide which available line (or queue) to place the call in. The system will then inform the agent where the caller has been parked. The system won't park more than one caller at a time at a Dynamic Call Park extension.

• Call Ringback: This is an available feature for both Static Call Park and Dynamic Call Park. After a call has been parked without answer for a pre-defined amount of time, then the call will ring back to the agent who originally parked it.

Parking a call can be done via a Static Park or a Dynamic Park.

• In a Static Park, the agent performs a blind transfer to the Call Park system user to park the call. Multiple callers can be in the same Static parking orbit.

• In a Dynamic Park, the agent dials the "destination" that's been configured in a "Call Queuing" responder application rule (such as ***), and then the system looks for which of the "application parameter" extensions are available. The system won't park more than one caller at a time at a Dynamic Call Park extension.

The process for retrieving a call is the same whether the call was parked statically or dynamically. The agent simply needs to dial the queue where the parked caller is located. In a Static Park, the agent knows where the callers are parked (there is usually just one queue extension) and callers are retrieved in a FIFO (first-in, first-out) order. In a Dynamic Park, the agent doesn't know which queue the caller is waiting in, so the system will play audio notifying the agent of the Call Park extension.

Call Ringback:

Rules:

1. Calls can only ringback to the agent that parked the call if the dial rule is present.

2. The time interval after which the call rings back is owned and configured via the Call Park system user.

How to implement Call Ringback

1. Configuring ringback for a Call Park queue starts by deciding how long the caller should sit in the queue before they are routed back to an agent (the "No Answer Timeout).

   1.  Set this period of time by navigating to the Portal > Users (Select the system user attached to the Call Park queue) > Answering Rules. Note that each time a Call Park queue was created, it also created a corresponding system user. This is the user whose answering rule should be modified.

   2. Use the dropdown tool to select the time interval (in seconds).

   3. In this example, the system user has been set to "ring for 300 seconds" (which means 5 minutes). If the call to this system user (the Call Park queue) is not answered within 5 minutes, then the call will ring back to the device that parked the call.

   4. Repeat these steps for each Call Park queue system user.

Call Park Extension Conventions:

Those are the currently call parking configured extension conventions:

Process:

• In the Manager Portal, navigate to Call Queues within the domain you are adding the Call Park in.

• Click on Add Call Queue.

• Create a call queue as shown below.

Static Call Park/Park Retrieve - The call is parked in a specified queue via a transfer.

Usage:

To park a call, the user can set up call parking and call parking retrieve button on physical phones such as GPX-21XX or any other supported phone.

Call Parking extension conventions - See the table above

For Statci Call Partk: to park and retrieve a call user uses the same programmed button setup or press transfer and dial the call park extension number.

Dynamic Call Parking - Companies with multiples call parking must use dynamic call parking; following the call parking extension range described above. In this case the user who parks the call dials *** thereby the call will dynamically park the call following the programmed extension range, i.e. 92050-92053.