Overview
The Call Hold and Call Park features of your Virtual-Call Cloud PBX allow you to temporarily pause active calls and resume them later—either on the same device or on a different one.
- Call Hold: The call is held on the current device. The caller hears hold music. You can resume the call at any time on the same device.
- Call Park: The call is placed on a virtual parking slot and can be picked up from any device in the system—ideal when you need to take the call at a different workstation or device.
Prerequisites
- Administrator access to the Virtual-Call Cloud PBX (for configuring feature codes)
- At least one configured extension
Call Hold
Holding a call is done directly on the phone or in the Virtual-Call UC Client. There are no settings in the web portal that need to be configured for call hold.
On a Desk Phone
During a call, press the Hold button on your phone. The caller will hear the configured hold music. To resume the call, press the Hold button again or select the held line.
In the UC Client (Desktop/Mobile/Web)
During a call, click or tap the Hold icon in the call controls. To resume the call, tap the icon again. For detailed instructions on using the UC Client, refer to the corresponding UC Client articles.
Call Park
When parking a call, it is placed in a virtual parking slot with a designated number. Any user in the system can pick up the call by dialing that number.
How to Park a Call
- During a call, dial the feature code
*5(default) or press the corresponding function key on your phone. - The system places the call on an available parking slot and announces the slot number (e.g., 6000).
- Inform the colleague who should pick up the call about the parking slot number.
Picking Up a Parked Call
- From any device, dial the parking slot number (e.g., 6000).
- The call is resumed with the parked caller.
Configuring Call Park
Call park settings are configured under Call Features → Feature Codes in the Call Park section.
| Setting | Description | Default |
|---|---|---|
| Park Call | Feature code to park an active call | *5 |
| Park Call Rejected | Feature code to reject a park attempt | *05 |
| Park Number Range | The number range of available parking slots. Each slot is assigned a number from this range. | 6000–6099 |
| Park Timeout (s) | Time in seconds before an unanswered parked call is automatically redirected | 60 |
| Timeout Destination | Where the call is routed when the park time expires. By default, back to the extension that parked the call. | Park Initiator |
| Music on Hold | The hold music the parked caller hears | [Follow System] |
Hold vs. Park — Comparison
| Feature | Hold | Park |
|---|---|---|
| Where is the call held? | On the current device | On a virtual parking slot (system-wide) |
| Who can pick up the call? | Only on the same device | Any device in the system |
| Time limit | No automatic time limit | Configurable (default: 60 seconds) |
| Typical use | Brief pause, e.g., to look something up | Transferring a call to a colleague at a different workstation |
Common Scenarios
Scenario 1: Transferring a Call via Parking
A customer calls and wants to speak with a specific colleague who is at a different workstation:
- Park the call using
*5. - The system announces the parking slot number (e.g., 6000).
- Call or inform the colleague, “There's a call waiting on slot 6000.”
- The colleague dials
6000on their phone and picks up the call.
Scenario 2: Hold on Desk Phone, Resume on UC Client
You are on a call at your desk phone and need to move to another room:
- Park the call using
*5on the desk phone. - Open the UC Client on your smartphone or laptop.
- Dial the parking slot number to resume the call.
Troubleshooting
| Issue | Cause | Solution |
|---|---|---|
| The call is automatically returned after a short time | The park timeout is set too low | Increase the value under Feature Codes → Call Park → Park Timeout |
| No parking slot number is announced | All slots in the defined range are occupied | Expand the park number range (e.g., 6000–6199) |
| Feature code *5 does not work | The feature code is disabled or has been changed | Check under Feature Codes → Call Park that the code is enabled and correct |
Best Practices
- Use Hold for brief pauses on the same device and Park when the call needs to be picked up from a different device or by a colleague.
- Set the park timeout to a reasonable value (60–120 seconds) to ensure calls do not remain unanswered on a parking slot for too long.
- Inform your team about the park feature and feature codes, especially in environments with multiple workstations or departments.
- Consider setting up BLF (Busy Lamp Field) keys on desk phones to monitor the status of parking slots directly on the phone.
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