Call Park Feature Operation

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

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

  • 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.

  • 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.

Call Park Group Feature Operation

  • To park a call to a group, the parking user puts an active call on hold and enters 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 Call Park Group feature always starts at the first assigned member. When a member is available, and the call is parked against that member, the caller parking the call receives an announcement with the extension of the member the call is parked against. The parking user may then announce or page the parked against user that a call has been parked against their extension.

  • The parked caller is placed on hold until a member retrieves the parked call using *88 + (user extension) from the extension it was parked against. 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.

  • 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 well as shown in the Receptionist Client, by default, but it can be configured to not show the reverted calls.

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 that you want to add a call park extension to.

5

Enter a call park extension name and extension number.

6

Select Save.

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.

Before you begin

  • To avoid noticable delays when calls are retrieved, make sure that your number range doesn't overlap with your voicemail prefix.

  • 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.


 
You may be asked to select a location in a pop up window.
3

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


 

If you have previously selected a location, ensure the correct one is selected.

4

On the Add Users page, search for and add users to the call park group. Click Next.

5

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 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.
6

Review your settings and then click Create.

When configuring a location in Control Hub, you have the option to 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.

  • 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 types of calls. This setting applies to both call park and call park groups.

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

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


     

    This setting only applies if you have chosen the Alert parking user first, then Hunt Group option in the Recall options for directed call park drop-down menu.

4

Click Save.