Note: This feature is currently in Closed Beta. Please contact firstname.lastname@example.org or your Customer Success Manager if you wish to enable it.
Call parking allows you to put a caller on hold in order to initiate a separate second outbound call to another party (E.g.: to call a supplier to get the solution to the customer’s issue and then switch back to the caller to share the solution). You can then switch back and forth between the two separate calls (as opposed to a Call Conference, where multiple-way conversations occur on the same call).
Using Call Parking
Step 1. Start Call Parking
You can easily park a call and initiate a second call to another party by clicking the ‘Add Guest’ button while on a call and pressing the ‘Park Call’ button.
The caller is put on hold and you can then initiate a call to a new number. The second call can be dialed to any external number, agent or favorite:
Note: You can only park an ongoing call to make a second call. It’s not possible to make a third call at the same time.
While the call is parked the number’s hold music is played.
Step 2. Switch Between Calls
Callbar will always display both call legs so you can switch and interact with each separately.
You can terminate the first call by clicking the ‘End Call’ button without having the second call disconnecting, as it will still remain in Call Parking mode:
If the first call is terminated by the other party, you’ll first need to switch to the second parked call:
Step 3. End Call Parking
Call park terminates when you finish the second call and switch to the first call, thus returning Callbar to the normal on-call screen.
If the second guest disconnects the call while your original contact is still on hold, you’ll need to click on ‘Resume’ to go back to the on-call screen:
Ending the first call and then ending also the second call will finish the call and bring up the disposition screen (Note: only one call disposition screen is displayed for both calls):
If both calls are disconnected by the two external parties and not by you, the call will remain active and you will not leave Call Park mode. To become available again you have to explicitly end the call:
Only then the call disposition screen will be displayed.