Parking a Call
It is sometimes necessary to temporarily "park" a call to handle some other tasks (receive a new call) or deal with an interruption. An example of Parking is where an incoming caller needs to speak to someone urgently but they cannot be found. The call can be parked in slot "1", and the specific user paged to pick up the call on "1". Calls will remain parked for a specific length of time before being returned to the operator. Consult your System Administrator for details on how to configure this option.
SoftConsole provides parking slots for 16 calls, all with specific Park ID. When a call is parked in one of the park slots, the button label provides information about the call. When a park slot is vacant, the button label shows the park slot ID. All operators can see when the call is picked up or ended. Calls parked by the operator can be collected by anyone.
To park a Call
When the call is active in the Current Call Information panel, click a vacant Park Slot within the Park Slot panel to park the call. The parked call is highlighted in red and displays information regarding the call e.g. the source number of call.
To Unpark a Call
When a call is parked in a Park Slot, click the relevant Park Slot Button to unpark the call.
If a secure a parking slot is required for private use, configure the Park ID with text so a call cannot be unparked using normal dialing. The call can then only be unparked using a park slot button set to the same text.
The default SoftConsole keyboard shortcuts for its 16 park slot buttons are Alt+F1 to F12 for buttons 1 to 12 and then Shift+F9 to F12 for buttons 13 to 16.
Collect a parked call
When you park a call, the call can be unparked by any other IP Office user who knows the park slot number.
To pick up a parked call from an IP Office telephone:
Dial the default short code, *38*N# replacing N with the park slot number.
For users with Phone Manager or SoftConsole, who have a park slot button set to the same park slot number, the button will indicate the parked call. They can click on the button to unpark the call.
On Avaya phones with programmable buttons, those buttons can be programmed to match particular park slot numbers. The button will then indicate when a call in parked in that park slot and can be pressed to unpark the call.
For example: A caller needs to speak to someone urgently but they cannot be found. The call can be parked in slot "1", and the specific user paged to pick up the call on "1". The user can pick up the call from any phone using a short code, e.g. *38*1# (1 being the slot number).
You can attempt to reclaim the last call to which the SoftConsole was connected. This may be useful if you suspect it has been transferred to the wrong number.
To reclaim the last call handled
Press F6 or from the Actions menu, select Reclaim Call.