The IPitomy Directed Park feature allows users to park a call and pick up the parked call on the same key. This is a standard feature in version 5.1.1. There are 20 park "extensions/orbits" 701 - 720. These park keys can be setup as a BLF key as usual. No changes to the park pickup keys need to be made. You should delete the "park" key to free up another button location on the users phone, directed park and normal park are not compatible, you should use one or the other.
It is essential to set BLF transfer mode to "Attended" in the key programming "Display/Call Control" tab on Phone Settings, as you don't want the park orbit announced to the caller.
The Directed Park feature can be disabled or enabled under PBX Setup=>General. If disabled, the standard IPitomy Dynamic parking will work as it always has.
To use the feature, a customer needs to be on a call. While on the call, press the park key/BLF you wish to park the caller on. The caller will be automatically transferred to the park extension/orbit. The BLF assigned to this extension/orbit will blink on all phones that have this programmed as a BLF. Simply press the blinking BLF and pick up the "Parked" call.
The directed park feature can fulfill requirements for users that need departmental parks so only users with a certain park programmed on their phone will see that there is a caller parked in the park orbit. For instance, the receptionist can announce call parked for "parts" and any agent in the parts department will be able to pick up the parked call using the blinking BLF on their phone. Other users can pick up the parked call by dialing the pickup code '99' followed by the specific park orbit i.e. "99701" if 701 is the park orbit assigned to parts.
The feature works in V2 & V3 telephones. It is not possible for this feature to be used in V1 phones. For V1 phones, see below.
When using Directed Park, be sure to remove the standard Park key from the phones, as you don't want to use both at the same time.
Alternative parking programming for V1 phones
Sometimes an end user is not satisfied with the native Park feature found in the PBX. Instead of Parking calls to the first available orbit, they would rather have the ability to define where the call goes, parking and retrieving the call by pressing the same key and always knowing where its going. In an effort to accommodate this, we have come up with the following solution:
- Build a number of Extensions on the PBX that will be used as Directed Park, in this example we will use 801, 802, 803.
- Set the Busy, NoAnswer, and Unavailable Forwarding for these extensions to a destination that will be the failover if the call is not retrieved (typically the Main Menu or Receptionist Extension)
- Check the box for Use MoH for Ringback so when the caller is parked they hear Music on Hold
- Set Call Limit to 1
- Set the Ring Time to the desired Park duration (up to 180sec)
- Set the Ring Volume to 0 so there is no audible ring at the Park extensions
- Manually Configure a phone so that Account 1 is 801, Account 2 is 802, Account 3 is 803, etc. Be sure to set each account to use 1 line only. Be sure to choose a phone model that has enough accounts to accommodate however many park destinations the user needs, possibly needing more than one phone if they require a large amount of park locations.
- IP220/290: 2 Accounts
- IP320/330: 3 Accounts
- IP410: 4 Accounts
- IP620: 8 Accounts
- Via the PBX, program BLF keys for 801, 802, 803, on each user Extension that needs to Park calls.
Once this is configured, the user will press a BLF key to Park the call, and the same BLF key to retrieve the call. They must be trained that a Flashing BLF key is in use and therefore cannot be used to park a second call in the same location. Only non-lamped Park destinations are available for use. In essence, we are sending calls to ring the Park Extension. Note: This method will use an extension license for each Directed Park location.