Call parking with automatic retrieval

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Call parking allows PBX users to put a conversation on hold so that it can be resumed from a different IP phone. With this release, a parked call can automatically return to the user who parked it if the call is not retrieved within the specified time (by default, 2 minutes). This allows PBX customers to provide a better service to their clients; if a parked call is forgotten, the client is not disconnected and can resume the conversation.

Let’s consider an example. A patient calls the hospital to talk to Dr. Smith. Mary, the receptionist, puts the patient on hold while she tries to reach Dr. Smith. Mary knows Dr. Smith is not in his office, so there is no point transferring the call to his extension. She decides to park the call and make a public announcement, so Dr. Smith will be able to answer a call on any phone.To park the call, Mary dials *70202 (where “*70” is the call parking prefix and 202 is Dr. Smith’s extension). Afterward, Mary announces through the public address system “Dr. Smith, there is a parked call for you on your extension.” Dr. Smith is busy performing surgery, so he can’t answer the call. After two minutes, the parked call returns to the receptionist’s phone and rings in a different ringtone (that ringtone is configured on the IP phone), so that Mary understands it is a returned call. Mary picks up the call, apologizes to the patient, and asks to leave a message for Dr. Smith.

Benefit:
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PBX customers can provide a better service by avoiding “forgotten” parked calls. As the clients stay connected, they don’t need to call again in case there is no answer.

Configuration

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To configure call parking with automatic retrieval, the administrator performs the following steps:

  1. Checks whether the customer has a dialing rule of a “PBX” type assigned:
    1. opens the Customer record > Services > Voice calls > Dialing rules;
    2. turns on the Dialing rules toggle switch if disabled; clicks Edit next to the selected Dialing rule. enabling dialing rules
    3. in the window that opens, checks the Type of dialing rule (it has to be “PBX”) and the Call parking prefixes on the Service codes panel. The administrator can change the prefixes here if needed, but it will also change for all the customers who use this dialing rule. call parking prefixes
  2. Enables the Call parking feature:
    1. opens the Customer record > Services > Voice calls;
    2. turns on the Call parking toggle switch. call parking toggle switch
  3. Configures the Automatic retrieval option:
    1. turns on the Automatic retrieval toggle switch;
    2. sets the Retrieve after time, in seconds. By default, it’s 120 seconds;
    3. chooses if the Ring pattern for autoretrieved calls will be normal or distinguished. automatic retrieval toggle
Specifics
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  • The automatic retrieval option won’t work if the customer uses the Override identity feature and has configured another Identity to display. In this case, the call won’t return to the user who parked it.
  • When a parked call returns to the user who parked it, and the user is not answering or is on another call, the returned call is processed according to the selected Answering mode.

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