Call Parking

One feature which could get a lot of use in your organization is call park. If you’re not familiar with this feature, here’s a quick overview:

  1. User presses the Park softkey
  2. CUCM selects an available slot and “parks” the call there
  3. CUCM displays a message on the LCD informing the user which slot the call is parked in
  4. The user may then go to any phone and dial the slot number to retrieve the call (assuming the phone has access to that slot)

An enhancement to this feature is directed call park. With this option, instead of CUCM selecting the next available slot, the user can transfer the call to the slot of their choice (provided it’s not already in use). To retrieve the call, the user dials a retrieval prefix followed by the slot number.

In CUCM v8, directed call park was improved upon with the addition of assisted directed call park. Now, instead of the user manually entering the desired slot, the administrator pre-configures their feature buttons. When pressed during an active call, they send the call to the slot associated with that button. Please note, this feature isn’t available on all models, so check your documentation for details.

Newer phones may also have park monitoring which lets the receptionist visually monitor parked calls using Busy Lamp Fields (BLFs). You may potentially need a sidecar such as the 791[4/5/6] to use this, but if you have model 9971 and CUCM version 8, park monitoring will display a bubble on the LCD until the call is retrieved or the parked party abandons the call.

Call parking can also go mobile if you use the Cisco Mobile iPhone application. CUCM can park the call, inform the app of the slot number, and let the iPhone automatically dial in to retrieve the call. For this to work, you’ll need DID numbers for your park slots. If you don’t need this functionality, you’re probably well off using non-DID numbers for your park slots.

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