14 Call Parking
The Call Park and Call Retrieve features allows you to park an active call on your extension, or another user’s extension, and retrieve the parked call from another phone.
It's similar to placing a call on hold, but other desk phones can retrieve the call.
Anyone using the same PBX can answer the call — a process known as call retrieval. Unlike a call transfer, call parking gives you the option to answer the call whenever you want, rather than in real-time.
There are a few reasons why a business would park calls in their phone system.
- Answer a call in a separate office. Let’s say you have a workshop and you want to take an inbound call in an office. Call Parking lets you pick it up in the office.
- Talk to an employee in person. If you have an important customer on the line, you can chat with an employee before accepting the active call.
- Avoid voicemail dead-ends. Instead of sending an incoming call to someone's voicemail, you can place it in a virtual parking lot for others to pick up.
Park a call — When you're on an active call, transfer the call to
*68to place the call into a parking space.
Retrieve a call — To retrieve the call on a VoIP phone/App, dial
*88and you will be connected to the caller.
Park at an extension — To move the call to a parking extension, transfer the call to
*68followed by the extension number.
Example 1: Bob's extension number is 101, and he answered the client call using his desktop IP phone. He now needs to go to another office, so he transfers the call to
*68and hangs up from IP Phone, the caller hears music. Bob uses his mobile phone App (which is also registered to the PortSIP PBX with the same extension number 101) to retrieve this call by dialing
*88in order to continue speaking with the client while walking to another office.
Example 2: Bob's extension number is 101, and he answered the client's call using his desktop IP phone. He now needs to go to another office, so he transfers the call to
*68and hangs up from IP Phone, the caller hears music. When Bob arrived at the other office, he used another IP Phone to retrieve the call by dialing
*88101in order to continue speaking with the client.
Example 3: Bob's extension number is 101, and he answered the client's call on his desktop IP phone. He now requires the assistance of colleague Alice, whose extension number is 102, in order to let Alice speak with this client. Bob simply transferred the call to
*68102and call hung up. Alice's IP phone is light and has the alert message displayed, Alice simply presses button or dials
*88102to retrieve the call and speak with the client.
If Alice is not at her desk, another colleague can retrieve this parked call by dialing
The PortSIP App, Fanvil, and Yealink IP Phone all support retrieving park calls with a single key press.
Example: Bob's extension number is 101, and he answered the client's call using his desktop IP phone. This call will now be handled by his colleague Alice, whose extension number is 102. Bob simply transferred the call to
*68102and then hung up. Once the call has been successfully parked, Alice's App (PortSIP Mobile App, Windows desktop App, WebRTC App), and IP Phone (Fanvil and Yealink) will receive a notification, and light, display a message to alert that a call has been parked on extension 102. Alice only needs to click the button (PortSIP App) or press the key (Fanvil, Yealink IP Phone) to retrieve the call rather than dialing
The Group Call Park feature allows a defined group user to park a call against other available members of a Call Park group, which may be picked up by other members of the group at their phone.
What to know before getting started:
- Group Call Park is a tenant-level feature that is offered by PortSIP license, no extra cost is required.
- A user can only be assigned to one Call Park group.
- A Call Park group may only have users from the same tenant.
- A tenant may have multiple Call Park groups.
- Call Park group names must be unique.
- Log in to the PBX web portal.
- Select the Advanced Services page.
- select Call Park.
- 1.Select the Add button to add a Call Park Group. The Settings screen appears.
- 2.Within the settings area, enter a name within the Group Name field. This is a required field as it is used to identify the group down below.
- 3.Proceed to select the desired Recall destination from the drop-down Menu. The recall destination is the user or ring group the call will be directed to if the call is not picked up.
- Alert parking user only – If a parked call is not picked up, it is reverted to the person that parked the call after the Recall Timer has lapsed. If the parking user does not pick-up the reverted call and the Recall Timer lapses again, the parking user is attempted again in 10 seconds.
- Alert parking user first, then Ring Group – If a parked call is not picked up, it is reverted to the person that parked the call after the Recall Timer has lapsed based on the configured recall time. If the parking user does not pick-up the reverted call in the set time (Alert Ring Group Wait Time), the call will be forwarded to the selected Ring Group. The call will then follow the Ring group routing and not be reverted. (This option is only available if a Ring Group has been configured).
- Alert Ring Group only – If a parked call is not picked up call in the set time (Recall Timer), the call will be forwarded to the selected Ring Group. The call will then follow the Ring group routing and not be reverted. Note: This option is only available if a Ring Group has been configured.
- Ring Group – Choose a Ring Group (if configured) as a recall destination. Valid only if option 2 or 3 is chosen as the Recall To option above.
- To assign a user to the group, select the "GROUP MEMBERS" tab and click the "Add" button to select the users in the Available list.
- Click the OK button.
To park a call to a group, the parking user transfer an active call to the feature access code (FAC)
*58. The call park group service automatically hunts for the first available member of the Call Park group to park the call against. The Group Call Park feature always starts at the first assigned member. When a member is available, and the call is parked against that member. All members of the group will receive the park notifications.
The parked caller is hearing the music until a group member retrieves the parked call dials
*88. If the parked call is not retrieved within the provisioned recall time, the parked call is retrieved and presented to the user that originally parked the call or an alternate recall user. The recall user is a Call Park group setting and is configurable.
Example: User 101, 102, and 103 are members of a Call Park Group. 101 parks the call to the group by transferring the active call to
*58; the caller will hear music, and 102, 103 will receive a notification alerting them that the call has been parked (PortSIP App, Fanvil, and Yealink IP Phone), and they can simply press the button to retrieve the call. The member (102, 103) can retrieve the call by dialing
*88from other 3rd Apps or IP Phones.
Currently, the below IP Phone models support the call park notifications.
From the firmware version 22.214.171.124.
- T3X series, download the firmware: https://dmfile.yealinkops.com/firmware/b842ee3ae2e94aa2b8450314b6867aba/1670571390494/T31(T30,T30P,T31G,T31P,T33P,T33G)-126.96.36.199.rom
- T4X series, download the firmware: https://dmfile.yealinkops.com/firmware/18facaab3c9c479e86e1707970ebe6fb/1670571333242/T46U(T43U,T46U,T41U,T48U,T42U)-188.8.131.52.rom
- T5X series, download the firmware: https://dmfile.yealinkops.com/firmware/821074fc924f43a8ad2fe494a0a5cae9/1670571488097/T54W(T57W,T53W,T53,T53C,T54,T57)-184.108.40.206.rom
From the firmware version 2.x.6.9.1 or 2.x.11.9.1.