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Park a Call on Another Person’s Extension

You can park a call directly on another CIC client user’s extension. This places the call on hold on the recipient’s My Interactions queue. You might want to use this feature, for example, if a caller wants to speak to another person who is currently unable to take a call, but will probably be available in a few minutes.

This procedure assumes you are transferring calls from My Interactions, but you can transfer calls from any queue you are monitoring.

Call Parking Tips

  • Your CIC administrator can set up calls to automatically transfer to another extension after being parked for a certain length of time. For more information, see your CIC administrator.

  • You can set up Parked Call Alerting options that notify you when someone parks a call on your extension.

  • If you park a call on a phone-only station (standalone phone), the CIC user is not alerted when a call is parked on that extension.

To park a call using the Park on Queue button:

  • Select the call. Select a directory entry and then, on the Directory toolbar, click the Park on Queue button.

Result: The interaction is immediately removed from My Interactions or any other queue you are monitoring and appears in the selected user’s queue.

Note: If the Park on Queue button does not appear on your Directory toolbar, see Directory Toolbar Buttons for a list of available buttons and see Customizing Toolbars for instructions on adding it to your Directory toolbar.

To park a call using the Transfer dialog box:

  1. Inform the caller that he or she is going to be transferred and put on hold.

  2. Do one of the following:

    • On the Queue Control toolbar, click the Transfer button.

    • Right-click the call and choose Transfer from the shortcut menu.

Result: The Transfer dialog box appears.

  1. In the Transfer To: field, type all or part of the recipient’s name or number.

Result: A drop-down list of choices appears.

Tip: If the drop-down list does not contain the contact you expected, check the search criteria selected in the Options drop-down list and adjust them if necessary.

  1. From the drop-down list, do one of the following:

    • Select "Dial [your entry] as Digits" to convert a text entry into numbers.

    • Select the appropriate contact name and associated extension or phone number.

Result: If the designated transfer recipient is a CIC user, status information appears. It shows whether the transfer recipient is logged onto the CIC client and is able to accept the transferred call. This can help you decide what kind of transfer to use.

  1. Optionally, if you selected a CIC user as a recipient, do one of the following:

    • Select the Override Call Forwarding check box to transfer the call to the CIC user’s extension.

Result: CIC disregards any forwarding phone number set for this CIC user in Call Coverage options or Set Status Details.

    • Clear the Override Call Forwarding check box to transfer the call to the extension or phone number currently preferred by the CIC user.

  1. Click the Park button.

Result: The call disappears from My Interactions and is placed on hold in the recipient’s My Interactions queue so the recipient can select it later. Until the recipient picks up the call, callers hear the company’s hold message.

Related Topics

Call Coverage Options

Monitor Two or More Queues at the Same Time

Parked Call Alerting Options

Set Status Details

Transfer a Call to a Directory Entry

Transfer a Call to a Workgroup

Transfer a Call to Another Person’s Voicemail

Transfer Button