1. Overview

The Group Call Park feature allows a defined group user to park a call against other available members of a Call Park group which may be picked up by other members of the group at their phone. 

Group Call Park capabilities include:

  • Enables Feature Access Code (FAC) *58 to Park Calls to a Group.
  • Enables FAC *88 plus the extension to retrieve the parked call.
  • Provides an audio and visual indication to the recall user to notify of the reverted call.
  • Hunting-type search pattern to find first available Call Park group member based on defined sequential order.
  • Recall setting options: 
  • Recall timer which defines the amount of time a call will stay parked before it is reverted to the parking user or alternate recall user. 
  • Alternate recall user enables the reverted call to be routed to a hunt group instead of the original parking user either directly or after the recall user has been reattempted.

2. Feature Prerequisites/Restrictions

  • Group Call Park is a Site level feature which included in all BroadCloud Hosted PBX and Hosted PRI site packages, no order is required.
  • Valid Call Park station types are Premium User, Standard User, Hosted Square Key, Common Area, Conference Room, and Hosted PRI - User.
  • A user can only be assigned to one Call Park group.
  • A Call Park group may only have users from same Site.
  • A Site may have multiple Call Park groups.
  • Call Park Group names must be unique.

3. Log into the Portal

After entering the Service Provider URL in a browser, the Sign In window appears.

Figure 1 - Sign In Screen

Click here to go straight to the login page. Enter the Username and Password. These credentials are sent via email when the Customer or Site Administrators are set up through the order process or in the Portal.

4. Go to the Services tab

4.1 Select Services in the left hand navigation menu

4.2 Select Call Park in the Call Routing section

Hit the Call Park button to open the Call Park window for set-up and editing.

4.3 Select the Site

Figure 2 - Site Selection

Choose a Site from the drop down list and hit “Apply”

4.4 Add Call Park Group

Figure 3 - Call Park List

  • Hit the “Add” Button.

Figure 4 - Call Park Group Settings

  • Group Name – Enter a name to define the group being created. This is a required field. It will be used to identify the Group in the list of Groups. 

Note: The “Save” button must be hit after the Group Name is entered before the Available User list is populated. 

  • Hit “Save” and the new Call Park Group will be listed in the list of Call Park Groups.
  • See Section 5.4 below for details on configuring the settings, adding and removing users.

4.5 Delete Call Park Group

  • Check the box in the left most column next to the Call Park Group to be deleted
  • Hit the “Delete” button.
  • The Call Park Group will be removed from the list.

4.6 Export

The list Call Pickup groups may be exported to a .csv file. Hit the Export button to download a file listing all Call Pickup groups.

5. Feature Setup

Prior to using Group Call Park, the Site administrator must set up the feature. Follow the steps detailed below to configure or edit the feature.

5.1 Global Settings

Figure 5 - Directed Call Park

Directed Call Park 

This section defines the recall destination and Hunt Group (if applicable) for users using the Directed Call Park feature (*68)

  • Recall To – Select the desired recall destination. The recall destination is the user or group the call will be directed to if the call is not picked up.
  1. Alert parking user only – If a parked call is not picked up, it is reverted back to the person that parked the call after the Recall Timer has lapsed based on the configured recall time. If the parking user does not pick-up the reverted call and the Recall Timer lapses again, the parking user is attempted again in 10 seconds.
  1. Alert parking user first, then Hunt Group – If a parked call is not picked up, it is reverted back to the person that parked the call after the Recall Timer has lapsed based on the configured recall time. If the parking user does not pick-up the reverted call in the set time (Alert Hunt Group Wait Time), the call will be forwarded to the selected Hunt Group. The call will then follow the hunt group routing and not be reverted. (This option is only available if a Hunt Group has been ordered and configured).
  1. Alert Hunt Group only – If a parked call is not picked up call in the set time (Recall Timer), the call will be forwarded to the selected Hunt Group. The call will then follow the hunt group routing and not be reverted. (This option is only available if a Hunt Group has been ordered and configured).
  • Hunt Group – Choose a Site Hunt Group (if configured) as a recall destination. Valid only if option 2 or 3 is chosen as the “Recall To” option above.

All Settings

Configures the settings for all Site Call Park Groups.

Figure 6 - Global Setting for all Call Park

  • Ring Pattern for Recalled Calls – Selects the ringing for reverted parked calls to have a distinctive ring to differentiate it from other types of calls.
  • Recall Timer (secs) – Sets the time in seconds that a parked call will remain parked before it is reverted to the parking user (for Alert parking user only setting) or Hunt Group (for Alert Hunt Group only setting).
  • Alert Hunt Group Wait Time (secs) - Sets the time in seconds that a parked call will remain parked before it is reverted to the Hunt group after the parking user has first been alerted (for Alert parking user first, then Hunt Group setting).

5.2 Choose the Site to view

If the top menu Site navigation selection is on All Sites, when Call Park is clicked to configure, a pop-up will appear. A Site must be selected. When the Site is chosen the Site selection will change to that Site and stay on that selection until changed.

5.3 Select the Call Park Group to Configure

Select the Call Park Group to be configured. If you have a large list of them, you can scroll through the pages or you can also use the search tool at the top of the page.

The number of groups that display in the list page may be changed to 10, 25, 50, or 100 to help find a specific group to edit.

5.3.1 Click the Edit button to open the configuration window

5.4 Configure the Call Park Group

Note: The Save button at the bottom of the screen must be clicked to save any configuration changes.

5.4.1 Settings

Figure 7 - Call Park Group Configuration

  • Group Name – Enter or update a name label for this Call Park Group which will be shown in the list of Call Park groups. 
  • Recall To – Select the desired recall destination. The recall destination is the user or group the call will be directed to if the call is not picked up 
  1. Alert parking user only – If a parked call is not picked up, it is reverted back to the person that parked the call after the Recall Timer has lapsed based on the configured recall time. If the parking user does not pick-up the reverted call and the Recall Timer lapses again, the parking user is attempted again in 10 seconds.
  2. Alert parking user first, then Hunt Group – If a parked call is not picked up, it is reverted back to the person that parked the call after the Recall Timer has lapsed based on the configured recall time. If the parking user does not pick-up the reverted call in the set time (Alert Hunt Group Wait Time), the call will be forwarded to the selected Hunt Group. The call will then follow the hunt group routing and not be reverted. (This option is only available if a Hunt Group has been ordered and configured)
  3. Alert Hunt Group only – If a parked call is not picked up call in the set time (Recall Timer), the call will be forwarded to the selected Hunt Group. The call will then follow the hunt group routing and not be reverted. (This option is only available if a Hunt Group has been ordered and configured)
  • Hunt Group – Choose a Site Hunt Group (if configured) as a recall destination. Valid only if option 2 or 3 is chosen as the “Recall To” option above.

5.4.1 Users

  • Search Available Users

The Filter bar allows the search of the users who may be assigned to a Call Park group.

  • Users Section
  • Available – Shows the list of users which are available to be assigned to a park group.
  • Assigned – Displays the list of users which are assigned to the Call Park group.
  • Assign Users -To make an assignment, check the box next to the desired user or users in the Available box and hit the  arrow.
  • Unassign Users – To remove users from the group, check the box next to the desired user or users in the Assigned box and hit the  arrow.

5.4.3 Hit the Save Button

6.  Feature Operation

To park a call to a group, the parking user puts an active call on hold and enters the feature access code (FAC) *58. The call park group service automatically hunts for the first available member of the Call Park group to park the call against. The Group Call Park feature always starts at the first assigned member. When a member is available and the call is parked against that member, the caller parking the call will receive an announcement with the extension of the member the call is parked against. The parking user may then announce or page the parked against user that a call has been parked against their extension.

The parked caller is placed on hold until a member retrieves the parked call using *88 (plus extension) from the extension it was parked against. If the parked call is not retrieved within the provisioned recall time, the parked call is retrieved and presented to the user that originally parked the call or an alternate recall user. The recall user is a Call Park group setting and is configurable. 

Call Park provides a unique notification of parked calls for the group members to differentiate from normal calls.

- Parking user: After a user parks a call against the Call Park group, they will receive an announcement with the extension of the group member the call is parked against. If the call is recalled, the parking user will receive both an audio notification through an optional distinctive ring and a visual notification through the phone display noting it is a “recall” type of call.

If the parking user’s line appears on other phones as shared or monitored, these phones also will be notified of the reverted calls as well as shown in the receptionist client by default but can be configured to not show the reverted calls in My Site.

bOnline Guide

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