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Park Calls

Connect the customer with the most suited agent using Call Parking. Call Parking allows agents to park a call to be retrieved by another agent or extension user who may currently be busy. When the agent parks a live call on an available parking extension, the caller hears call park music. The agent can then inform the second agent or extension user about the parked call and the parking extension number via chat. The other user can retrieve the call by clicking on the parked extension.

Note: A call that is parked longer than five minutes is offered back to the same agent who parked the call.

To park a call:

  1. During a live call, go to the Directory tab in Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions..
  2. Select the CallPark Extensions tab.
  3. From the list of call parking extensions, select an available extension.
    The status of call parking extension is indicated by green (available) or red (busy). You can only park one call at an extension.
  4. Inform the other agent/extension user about the parked call via chat.

To retrieve a parked call:

  1. Go to the Directory tab in Agent Console.
  2. Select the CallPark Extensions tab.
  3. Accept the parked call by clicking P next to it, or dial the parked extension number to retrieve the call.

In a conference call, any agent involved can park a call without interrupting/impacting the live call.

 


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