Directed Call Parking

Directed call parking lets you place a live call on hold at a parking number you choose, rather than letting the system pick one for you. The call waits there until a colleague retrieves it by dialing that same number, so anyone in the right team can take over without a manual transfer.

Why assign parking numbers by team

When a caller reaches sales or support, it usually doesn’t matter which specific agent answers, only that someone in that group does. By dedicating a parking number to each team, a receptionist can drop the call onto the number that fits the caller’s request, and any available member of that team can pick it up.

For example, you might reserve 6099 for sales and 6098 for support. The receptionist parks each incoming call on the number for the appropriate department, and the first free agent in that department retrieves it.

Note

The default parking number range is 6000 to 6099. When the system parks a call automatically, it fills these numbers starting at 6000. To keep your manually assigned numbers from being taken by automatic parking, assign them working downward from 6099.

Before you begin

Confirm that the parking number you plan to use is free before you park a call on it.

Caution

If the number you choose is already in use, the system does not reject the park. It quietly moves the call to the next available parking number instead. The team you told to check 6099 could then be looking at an empty number while the caller waits somewhere else, so always verify the number is free first.

Tip

Set up a function key so users can watch a parking number’s status directly on their phone. See Monitor a parking number on an IP phone. An IP phone (Internet Protocol phone) is a desk phone that connects over your network rather than a traditional phone line.

• A receptionist can press the key to park the current call on that number.
• Team members see when a call is parked on the key and can press it to retrieve the call in one step.

Example: park and retrieve a call

Suppose 6099 is the parking number for the sales team. The receptionist answers a call from a customer who wants to discuss a purchase.

1. The receptionist dials *056099 to park the call on parking number 6099.
2. The receptionist lets the sales team know a call is waiting. If the agents’ phones have a function key configured for that number, they are alerted automatically.
3. Any available salesperson dials 6099, or presses the function key, to pick up the call.

Note

You dial the parking feature code immediately followed by the parking number, with no space or pause between them. With the default feature code *05, parking a call on 6099 means dialing *05 and 6099 together as *056099.

Tip

The default feature code for directed call parking is *05. To change the code, or to turn it on or off, go to Call Features > Feature Code > Call Parking > Directed Call Parking in the PBX (Private Branch Exchange, your phone system) web portal.