The Call Park service supports two types of Call Park -

  • Call Park Direct- Allows users to park a call against a specific user's extension or Call Park Extension.

  • Call Park Group- Allows a defined group of users known as members to automatically park calls against available park destinations configured in a call park group. Park destinations can be either member's extensions or Call Park Extensions.

Call Park Direct Feature

  • To park a call to a user or Call Park Extension, the parking user puts the active call on hold and initiates a new call to the feature access code (FAC) *68 + (destination user’s extension) or (destination Call Park Extension). The call remains parked until retrieved or a Call Park recall occurs.

  • To park a call using a Call Park Extension being monitored by a user’s Cisco phone, the user presses the line key associated with the free Call Park Extension.

Call Park Group Feature

To park a call to a group, the parking user puts an active call on hold and initiates a new call to the feature access code (FAC) #58. The Call Park Group service automatically hunts for the first available call park destination of the Call Park Group to park the call against. The Call Park Group feature always starts at the first assigned call park destination. When a destination is available, and the call is parked against that destination, the caller parking the call receives an announcement with the extension the call is parked against. The parking user may then announce or page that a call has been parked against an extension for retrieval.

Call Park Retrieve and Recall User Settings

The following operations apply to both Call Park Direct and Call Park Group.

  • To retrieve the parked call, any user within the organization can dial *88 + (extension of parked call).

  • To retrieve a call from a monitored Call Park Extension, the user presses the line key associated with the Call Park Extension holding the parked call.

  • 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.

    • Call Park Direct- These settings are at the Locations level and are under Calling > Locations > Advanced Call Settings > Call Park Settings.

    • Call Park Group- These settings are at the Call Park Group level and are under Calling > Features > Call Park Group setting.

  • If the parking user’s line appears on other phones as shared or monitored, these phones also will be notified of the reverted calls, as shown in the Receptionist Client.


The Ring Pattern, Recall Timer, and Alert Hunt Group Wait Time values apply to both Call Park Direct and Call Park Group. These settings are at the Locations level and are under Calling > Locations > Advanced Call Settings > Call Park Settings.

Add Call Park Extensions Manually

You can manually add up to 100 call park extensions per location.

1

From the customer view in https://admin.webex.com/, go to Services > Calling > Features.

2

Click Call Park Extension > Create Call Park Extension.

3

Select Manually Add.

4

Choose the location where you want to add a call park extension.
5

Enter a call park extension name and extension number.
6

Select Save.

Add Multiple Call Park Extensions

1

From the customer view in https://admin.webex.com/, go to Services > Calling > Features.

2

Click Call Park Extension > Create Call Park Extension.

3

Select Bulk Add in CSV.

4

Download the CSV template and enter the necessary information.


 

You can add up to 1000 call park extensions at a time. Each location can have up to 100 call park extensions.
5

Click Import CSV File, select the CSV file and click Submit.


 

You can see the CSV import status on the Tasks page.

Create a Call Park Group

Before you begin

Set up or change your call park configuration during off-peak hours to avoid any service interruptions.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Features.

2

Click Call Park Group > Create Call Park Group.


 
Select a location in the pop up window.
3

On the Location and Name page, enter a name for the call park group. Click Next.

4

On the Members page, search and add available members by name, phone number, or extension. Here, members define who can park the call. Click Next.

You can make changes to the existing entries.

Click the to remove members.

5

On the Park Destinations page, the Use members as park destinations is disabled by default.

You can search for and add call park extensions where the group parks the calls. Click Next.


 

Only call park extensions can be added to the destination list.

You can make changes to the existing entries.

Click the to remove park destinations.

6

On the Recall Settings page, select your preferred Recall To option in the drop-down menu.

The recall destination is the user or group the call will be directed to if the call is not picked up. They are the following options:

  • 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.

  • Alert parking user first, then hunt 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 Hunt Group Wait Time), the call will be forwarded to the selected hunt group. The call will then follow the hunt group routing and not be reverted.

  • Alert hunt group only—If a parked call is not picked up the call in the set time (Recall Timer), the call will be forwarded to the selected hunt group. The call will then follow the hunt group routing and not be reverted.


 
If you select a hunt group to recall to, then define the hunt group.
7

Review your settings and then click Create.

What to do next

You can also view the newly created call park group.

  1. Click the Call Park Name from the list to display a side panel. You can edit any specific entry.

    From the Park Destinations, you can select the Use members as park destinations check box. This removes all the call park extensions from the destination list.

  2. Click Yes, continue to proceed. The destination list with the call park extension(s) is removed.

    Click No, Cancel to cancel and exit from the window.

Configure Call Park Settings for Your Location

When configuring a location in Control Hub, you can change settings such as the location's call park settings.

1

From the customer view in https://admin.webex.com, go to Services > Calling > Locations, and then select the location you want to update.

2

Click Advanced Call Settings, and then click Call Park Settings.

3

Change the following settings:

  • Click the Recall options for directed call park drop-down menu, and then select an option. If you select a hunt group, you will be asked to specify the hunt group in another drop-down menu. This setting only applies to call park direct.

  • Click the Ring Pattern drop-down menu. This option selects the ringing for reverted parked calls to have a distinctive ring to differentiate it from other calls. This setting applies to both call park direct and call park groups.

  • In Recall Timer, enter the number of seconds the call is parked before it's recalled. This setting applies to both call park direct and call park groups.

  • In Alert Hunt Group Wait Time, enter the number of seconds that the call is parked with the hunt group after the parked user has been alerted.


     

    This setting applies to Call Park Direct and Call Park Group if you have chosen the Alert parking user first, then hunt group option in the Recall options for directed call park and Recall To drop-down menu, respectively.

4

Click Save.

Bulk Manage Call Park Groups