Call Parking allows you to "park" or "save" a call, allowing another member of your team to pick this up without needing to transfer a call.
In this article:
Activating Call Parking
The Call Parking feature is available by request only.
If you would like to turn on Call Parking, please contact Jet Support to request this feature to be activated for your account.
To finalise your setup, we will ask you for the following information:
- What music on hold would you like the caller to hear?
You can use any existing MOH files on your account or hear our default options here.
- How long should this caller wait in a parked state?
Default is 2 minutes. After this time, the caller will follow the Unanswered or Timeout option in the callflow (more details below).
How it works
We use feature codes to control your call parking. This means that once this feature is turned on, any user on your account will be able to park or retreive a call by using the appropriate code.
Unlike a call transfer, once you park a call it is no longer associated with your user. Any other user can now pick up this call, or you can retreive the call on a different device if required.
When a caller is "parked", they will remain waiting in one of four parking slots available. The caller will be left in this state until they are either picked up, or until the parking slot times out.
If your caller reaches the the end of their parked timeout (default 2 minutes), they will not return to the original person they spoke to. Instead, this caller will continue to follow the callflow they were in at the moment they were parked.
This means if you park a call that was received from Dial widget, this caller will follow the configuration following the Unanswered option on your Dial widget.
If you park a call from a call Queue, this will follow the configuration following the Timeout options on your Queue widget.
Note - call parking is activated per account, and does not have a restriction based on user location.
For example, a user could park a call in a Melbourne office, and another user could pick this call up in a Brisbane location.
If you have multi-site teams, please ensure this is clearly communicated to ensure no calls are accidentally retrieved.
How to park a call
To park a call, dial #0 while you are in an active call.
You will hear a short audio message telling you which number parking slot your call has been placed into (slots 1 - 4). Your call will then disconnect and the caller will wait in the parking slot.
If all parking slots on your account are full, you will hear an audio message telling you your call parking was not successful, and the call will reconnect for you to manage an alternative way.
The standard default timeout for any call that has been parked is 120 seconds, or 2 minutes. Please contact Jet Support if you need to modify this time.
How to retrieve a parked call
To retreive a parked call, you will need to know which number parking slot this call is in. This information was given to the person who parked the call in the previous step.
To pick up a parked call, simply dial the number of the parking slot to pick up (eg: dial 2 for slot 2, 4 for slot 4).
There is no need to include a # or other character.