Call Park/Group Park

Description:

Two features, Call Park and Group Park, allow you to place a call in a special hold state. You, or someone else, can then retrieve the call from another extension in the system.

Both features can coexist on the same system and calls parked using one feature can be retrieved by the other.

Call Park Features

• After parking the call, the system can automatically connect you to paging equipment so that you can announce the call to the requested party.

• The Auto Attendant associated with the embedded voice mail application can also use this feature to park calls and announce them using paging. For more information, see Park and Page Mailboxes.

• Feature keys can be programmed on phones to both park and retrieve calls. The programming can include or exclude the call park destination DN—that is, the directory number on which the call is parked. With the exceptions noted below under Conditions, any dialable directory number can have one or more calls parked on it at any given time.

• Two retrieval options are provided: one retrieves the longest parked call on a particular directory number; the other retrieves a call from a particular index on a directory number.

Group Park Features

• Group Park uses a single feature key to both park and retrieve calls. Any telephone programmed with the same Group Park key can retrieve the call.

• Up to 64 Group Park keys can be provisioned with the same park destination DN, which is also the maximum number of members allowed per Group Park group. Group membership is assigned to users by programming a Group Park key to their phone. Users can belong to multiple groups; the actual number is limited only by the number of available feature keys on the user's phone.

• Multiple calls can be parked against the same Group Park key. Call retrieval using the Group Park key is by longest parked call. Retrieval by index of Group Park calls is supported but only by using Call Park Retrieve.

Conditions

• The following are valid destinations for parked calls:

• single line set DN

• prime or non-prime DN of a multiline set (excluding ACD Agent DNs)

• broadcast group

• phantom DNs

• night bells

• remote DNs (not applicable to Group Park)

• pilot DNs of a voice hunt groups or nametag groups

• Hot Desking registration DNs and mobile DNs

Users attempting to park on an invalid destination receive reorder tone and a "Feature Not Allowed," "Ftr Denied," or "Error" display message.

• An attendant console cannot be parked. Attempts to park a console are ignored and no tones or display messages are provided to the parker to indicate that the action is disallowed.

• Conferences cannot be parked.

• The system allows parking on a DN regardless of its state—for example, Out of Service, Busy, in Do Not Disturb, or logged out in the case of hot desk users. Use of Group or Loudspeaker paging is recommended for logged out hot desk users.

• Parked stations are considered busy and cannot be overridden.

• The ability to park is subject to COS option control at the parking set.

• The Call Park/Group Park feature works within a cluster. It does not work between clusters or across a network.

• Each controller can have 99 simultaneous calls parked. All 99 can be parked on the same DN or on different DNs. Each parked call is assigned an index number in the range 01 to 99. Dialing the DN followed by the index number retrieves the parked call.

• All trunk types including TDM and IP trunking that support the DPNSS protocol support Call Park/Group Park. The Q-SIG protocol does not support Call Park/Group Park.

• When a call is parked from a non-display set, the party who parks the call receives confirmation tone to indicate that the parking succeeded. Display sets and consoles receive a visual indication that the parking succeeded. If automatic paging is enabled, the parking party receives the appropriate paging tone. Display sets are also provided with visual paging indication.

• Automatic Paging is not supported for Group Park.

• Automatic Loudspeaker Paging is limited to paging zones local to the call park destination.

• Loudspeaker paging is not permitted in handsfree mode. A user attempting to connect to the loudspeaker after parking a call hears reorder tone and sees " Not Allowed" displayed on their phone.

• A call can be parked or retrieved regardless of interconnect or tenant restrictions between the parking or retrieving set and the park destination DN.

• Parked callers hear music on hold. In a clustered environment, the COS option "Local Music on Hold Source" controls which music source the caller hears: the source at the parker's node or at the park destination node. The source used also depends on the location of the parker and park destination as the following table shows:

• Parked calls are subject to a timer in the Class of Service of the park destination. When the timer expires, the parked call either follows the Call Forwarding No Answer (CFNA) treatment at the destination or recalls the parker, depending on programming in the Call Park form. The recall is then subject to the following additional handling, depending on the state of the parker or CFNA destination:

• if the CFNA destination is busy, in DND or out of service, then the parked call will recall the parker.

• if the parker is a set in DND,  the DND will be overridden in both the idle and busy state.

• if the parker is busy the recalling parked party will camp on.

• if the parker is not available for the recall, the recalling party will follow the parker's intercept handling (if programmed).

• Parked calls recalling a Live Business Gateway client ring once and are then auto-answered.

• If the parker is a console in "Operator Absent" mode when the timer expires, the parked call will follow the DND treatment programmed in the Intercept Handling Form for Attendant in Night 1 Service and Attendant in Night 2 Service as appropriate.

• A user cannot park a party they are talking to when they have another party on soft hold.

• Parked calls generate "Missed Call" records in the Call History of the park destination when

• the call is retrieved from somewhere other than the park destination.

• the parked party abandons the call.

Other sets involved in the park get the record when the Call Park timer expires and the call is forwarded or rerouted by intercept handling to the set where it is abandoned.

• Parking a call ends any Record-A-Call session in progress at the set. The recording does not automatically restart when the call is retrieved, even if the retrieving party has the start recording automatically option enabled in their COS. Recording of parked calls that recall or are forwarded after a time out, will restart automatically if the recalled party or forwarding destination has the auto-restart option enabled.

• When a party recording a call is parked, the recording continues.

• When a call that is being monitored is parked, the monitoring terminates. Monitoring may be restarted after the call is retrieved.

• Parked calls generate the same SMDR and ACD Real Time Events as calls on hold.

• Verified and Non-verified Account Codes can be entered before the Call Park/Group Park feature key is pressed or the feature access code is dialed.

• ACD agents can park calls. If they park a call on an ACD path or directly on an agent, any recalls will go to the agent who parked the call and not route through the path again. If a logged-in agent parks a call, it may not have a chance to recall the agent if they are occupied with other calls. For this reason, it is recommended that a logged in agent not use the Call Park/Group Park feature.

• Parked calls are lost if either the host controller of the parking set or park destination fails.

• A parked party cannot originate calls or access call processing features while parked.

• LEDs (or equivalents on the 5235, 5330 and 5340 IP Phones and the Mitel Navigator) associated with Call Park feature keys provide no indication of feature use or state. The only LED indications are provided by the Call Park - Retrieve feature key at the park destination: If the key is programmed with the prime DN of the destination, the associated LED will light steadily to indicate that a call is parked against the DN. (Note: The visual indication provided by the Call Park - Retrieve feature key on 5235, 5330 and 5340 IP Phones and on the Navigator is apparent only when the key is displayed—that is, when the tab or page that the key is on is open.)

• LEDs (or equivalents on the 5235, 5330 and 5340 IP Phones and the Mitel Navigator) associated with a Group Park feature key, flash on all phones with an appearance of the key when a call is parked against the programmed destination.

Programming

• Class of Service Options form

• To allow a user to park calls, enable the Call Park - Allowed to Park option.

• Set the Call Park Timer to the required value

• To allow a user to join a call on Consultation Hold A form of temporary hold. It is used to put a second party on hold while the first party is speaking (consulting) with a third party, or wants to temporarily isolate the second party from conversation. with a call that they parked and then retrieved, enable Broker's Call. The calls are joined after the user hangs up.

• Call Park form.

• Associate a park destination directory number with either Loudspeaker Paging or a Direct Page. When users park a call on the directory number, the system automatically connects them to paging. They can then announce the call for the requested party to pick up.

• Program Call Park time out handling.

• System Options form
  To provide music on hold to the parked caller, enable "Music On Hold". In a clustered environment, also set "Local Music on Hold Source" in the Class of Service of the parker and incoming trunks to "Yes" if you want the parked caller to hear music from the parker's node or "No" to hear it from the park destination's node. See the table above for further clarification.

• Feature Access Codes form
  Assign feature access codes to Call Park and Call Park - Retrieve if required.

• Multiline Set Keys form.
  Assign Call Park, Call Park - Retrieve, and Group Park to feature keys if required.

• Note: You can also program Call Park, Call Park Retrieve, and Group Park keys using Superkey; see Feature Keys for more information on Superkey programming.

• For SUPERCONSOLE 1000 attendant consoles, program a ParkRetrieve firmkey if required.

Feature Availability

See the Feature-Phone Matrix (PDF or Microsoft Excel version) for a list of phones that can use this feature.

Operation

SUPERCONSOLE 1000 and 5540 IP Console:

To park an active call:

1. Press the Call Park softkey.

2. Dial the directory number on which to park the call.

3. To inform a user that a parked call is waiting, do one of the following:

4. If automatic paging is enabled, announce the call and the park retrieve digits shown on the display.

5. If automatic paging is disabled, press Page for loudspeaker paging or enter the Direct Page feature access code and the DN of the set. Then, announce the call and the digits required to retrieve it.

To retrieve a parked call:

1. Do one of the following:

2. Dial the Call Park – Retrieve feature access code.

3. Press a programmed "ParkRetrieve" firmkey.

2. Dial the directory number that the call is parked on. When prompted to enter the Parking Slot, enter the two-digit index number to retrieve a specific call or # to retrieve the longest parked call

5550 IP Console:

To park an active call:

1. Press the Call Park or Park At softkey in the DSS/BLF window.

2. Enter the directory number on which to park the call or select it in the BLF list.

3. To inform a user that a parked call is waiting, do one of the following:

4. If automatic paging is enabled, announce the call and park retrieve digits shown on the screen.

5. If automatic paging is disabled, click the Page button for loudspeaker paging or enter the Direct Page feature access code and the DN of the set. Then, announce the call and the digits required to retrieve it.

To retrieve a parked call:

• Select the call in the Parked Calls list.

To retrieve a call parked by another attendant:

• Dial the Call Park - Retrieve feature access code, followed by the park destination DN and the parking spot index of the parked call.

All non-wireless telephones:

To park an active call:

1. Do one of the following:

2. Press the Call Park feature key (must be programmed)

3. Press Trans/Conf or , and then dial the Call Park feature access code.

2. Dial the directory number on which to park the call or press the corresponding DSS key (not required if the DN is programmed to the Call Park feature key).

On large display phones, the name or number of the parked caller is shown (if available), followed by the park destination and parking spot index (if applicable). Example: John Smith> @1234 @02. Small display phones show PARKED@ 1234 @ 02.

2. Note: Because the Superset 420 display is limited to 16 characters per row, "PARKED@" is not shown to allow room for the parking slot index.

3. To inform a user that a parked call is waiting, do one of the following:

4. If automatic paging is enabled, announce the call and the park retrieve digits shown on the display.

5. If automatic paging is disabled, press the programmed Page key or dial the equivalent feature access code and the park destination DN. Then, announce the call and park retrieve digits shown on the display.

To retrieve a parked call:

1. Do one of the following:

2. Dial the Call Park - Retrieve feature access code

3. Press the Call Park - Retrieve feature key (must be programmed)

2. Dial the directory number on which the call is parked or press the corresponding DSS key (not required if the DN is programmed to the Call Park feature key).
   When prompted to enter the Parking Slot, enter the two-digit index number to retrieve a specific call or # to retrieve the longest parked call.

To park a call using Group Park:

• Press the Group Park feature key.

To retrieve a call parked using Group Park:

• Press the flashing Group Park feature key.

Symbol NetVision Phone:

To park an active call:

1. Press FCT.

2. Press # until Trans/Conf is displayed.

3. Press END.

4. Dial the Call Park feature access code.

5. Dial the directory number on which to park the call.

6. To inform a user that a parked call is waiting, do one of the following:

7. If automatic paging is enabled, announce the call and the park retrieve digits shown on the display.

8. If automatic paging is disabled, dial the required paging access code, and then, announce the call and the park retrieve digits shown on the display.

To retrieve a parked call:

1. Press SND.

2. Dial the Call Park - Retrieve feature access code followed by the directory number the call is parked on.

3. When prompted to enter the Parking Slot, enter the two-digit index number to retrieve a specific call or # to retrieve the longest parked call.

To park a call using Group Park:

1. During an active two-party call, press FCT.

2. Press # until Group Park is displayed.

3. Press SND to select Group Park.

To retrieve a call parked using Group Park:

1. Press SND.

2. Press FCT.

3. Press # until Group Park is displayed.

4. Press SND to select Group Park..

Symbol MiNET Wireless Phone:

To park an active call:

1. Press FCT

2. Press down arrow key until Trans/Conf is displayed.

3. Press the End Key.

4. Dial the Call Park feature access code.

5. Dial the directory number on which to park the call.

6. To inform a user that a parked call is waiting, do one of the following:

7. If automatic paging is enabled, announce the call and the park retrieve digits shown on the display.

8. If automatic paging is disabled, dial the required paging access code, and then, announce the call and the park retrieve digits shown on the display.

To retrieve a parked call:

1. Press Send.

2. Dial the Call Park - Retrieve feature access code followed by the directory number the call is parked on.

3. When prompted to enter the Parking Slot, enter the two-digit index number to retrieve a specific call or # to retrieve the longest parked call.

To park a call using Group Park:

1. During an active two-party call, press FCT.

2. Press the down arrow key until Group Park is displayed.

3. Press the End key.

To retrieve a call parked using Group Park:

1. Press Send.

2. Press FCT.

3. Press # until Group Park is displayed.

4. Press Send to select Group Park..

OpenPhone 27

To park an active call:

1. Press .

2. Dial the Call Park feature access code.

3. Dial the directory number on which to park the call.

4. To inform a user that a parked call is waiting, do one of the following:

5. If automatic paging is enabled, announce the call and the park retrieve digits shown on the display.

6. If automatic paging is disabled, dial the required paging access code, and then, announce the call and the park retrieve digits shown on the display.

To retrieve a parked call:

1. Press .

2. Dial the Call Park - Retrieve feature access code followed by the directory number the call is parked on.

3. When prompted to enter the Parking Slot, enter the two-digit index number to retrieve a specific call or # to retrieve the longest parked call.

To park a call using Group Park:

1. During an active two-party call, short press the key.

2. Press to select Group Page.

3. Select OK.

To retrieve a call parked using Group Park:

1. Press .

2. Short press the key.

3. Press  select Group Page.

4. Select OK.

SpectraLink Wireless Telephones

To park an active call:

1. Press FCN then press 1.

2. Dial the Call Park feature access code.

3. Dial the directory number on which to park the call.

4. To inform a user that a parked call is waiting, do one of the following:

5. If automatic paging is enabled, announce the call and the park retrieve digits shown on the display.

6. If automatic paging is disabled, dial the required paging access code, and then, announce the call and the park retrieve digits shown on the display.

To retrieve a parked call:

1. Press .

2. Dial the Call Park - Retrieve feature access code followed by the directory number the call is parked on.

3. When prompted to enter the Parking Slot, enter the two-digit index number to retrieve a specific call or # to retrieve the longest parked call.

To park a call using Group Park:

1. During an active two-party call, press FCN until the Group Park feature key is displayed.

2. Select the Group Page feature key.

To retrieve a call parked using Group Park:

1. Press .

2. Press FCN until the Group Park feature key is displayed.

3. Select the Group Page feature key.