Call parking

How it works

1. 1.

   During a call, dial *5: the call is parked on the first free slot, from 1 to 9

2. 2.

   A voice message announces the slot and the code to pick the call up

3. 3.

   The caller hears the company's music on hold, or a music chosen for parking

4. 4.

   From any extension in the company, *5 followed by the slot picks the call up (*51 for slot 1)

5. 5.

   If nobody picks it up within the chosen delay, the call rings again on the extension that parked it

6. 6.

   A transfer to *5 also parks the call, and live monitoring shows parked calls in real time

Use cases

• Reception: the customer asks for a colleague who is away from their desk; reception parks the call and tells them the slot.
• Workshop or warehouse: take the call at the dock phone, park it, and pick it up in the quiet of the office.
• Shop: the salesperson parks the call while checking stock, then picks it up from the stockroom phone.
• A colleague without a desk phone: give them the slot, they pick the call up on the nearest phone.
• Queue: an agent parks a call that a specialist will pick up as soon as they are free.

Benefits

• Two codes to remember, nothing to configure on the phones.
• Nine slots per company, and the voice message says which one was taken.
• A forgotten call rings back on the extension that parked it: no customer waits forever.
• All slots taken? The call is not lost: a message says so and the conversation continues.
• Live monitoring shows each parked call: its slot, the caller, who parked it and the time before it returns.
• The return delay and the music on hold are set for the whole company.

Examples

• A customer calls reception for technical support. Reception dials *5, hears “slot 3” and tells the technician in the chat; the technician dials *53 from the workshop and picks the call up.
• A parked and forgotten call comes back after one minute on the reception extension, which answers or parks it again.
• A company sets the return delay to three minutes and picks a parking music different from the main line music.

In the panel

Read the guide: Parquer un appel et le reprendre sur un autre poste