Call Parking/Transferring

Call Parking/Transferring

Overview


There are several ways to pass a call from one user to another. The two most common methods are:
  1. Call Transfer: sending a call directly to another user or number.
  2. Call Parking: placing a call in a shared “parking spot” so it can be retrieved from another phone on the same system.
Primevox recommends call parking over direct transfers whenever possible. Parking a call ensures it reaches the correct recipient and allows the recipient to:
  1. Politely decline the call if needed.
  2. Receive background information from the answering user before speaking with the caller.

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                                   Example of Transfer Key and Soft Key locations for Yealink T54W

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                                                Example of Extension Key locations for Yealink T54W


Call Transfers


Types of Call Transfers:
  1. Attended Transfer (a.k.a. Warm Transfer)
    1. You speak to the recipient before completing the transfer.
    2. This allows you to confirm availability or give context about the caller.
  2. Blind Transfer
    1. The call is sent immediately without speaking to the recipient.
    2. The recipient simply sees an incoming call with no context.

How to Do an Attended Transfer:
  1. From a Desk Phone:
    1. While on a call, press the Transfer Soft Key or dedicated Transfer button.
    2. Dial the extension or outside number of the recipient.
    3. Wait for the recipient to answer and announce the call.
    4. Press the Transfer Soft Key or button again to complete the transfer.
  2. From a Softphone:
    1. While on a call, tap the Attended Transfer icon ().
    2. Dial the extension or outside number (or select a saved contact).
    3. Wait for the recipient to answer and announce the call.
    4. Tap the Transfer icon again to complete the transfer.

How to Do a Blind Transfer:
  1. From a Desk Phone:
    1. While on a call, press the Transfer Soft Key or dedicated Transfer button.
    2. Dial the extension or outside number of the recipient.
    3. Immediately press the Transfer Soft Key or button again to send the call without speaking to the recipient.
    4. Pro Tip: If your phone has Quick Dial keys programmed for other extensions, you can transfer to those users directly by pressing the corresponding Quick Dial key.
  2. From a Softphone:
    1. While on a call, tap the Transfer icon ().
    2. Dial the extension or outside number (or select a saved contact).
    3. Tap the Transfer icon again to immediately send the call without speaking to the recipient.


Call Parking


Call parking places a call “on hold” in a shared parking spot so it can be retrieved from any phone on the same phone system.

Call Park is typically activated by pressing a pre-programmed Call Park key (often labeled “Park” or “Hold” and numbered, such as Park 1, Park 2, etc.).

Each park line also has its own extension number, which can be used to park/retrieve calls from a softphone or cordless phone.

Key Light Indicators:
  1. Green = Park spot is available.
  2. Red = A call is currently parked in that spot.

How to Park a Call:
  1. From a Desk Phone:
    1. While on a call, press any Green Call Park key.
    2. That key will turn Red, showing that the call is parked.
    3. To resume the call, press the Red Call Park key from any phone in your system.
  2. From a Softphone:
    1. While on a call, transfer the caller to a Call Park extension number 
      1. Ask your system administrator if you do not know these numbers.
    2. To retrieve the call, dial the same Call Park extension from your Softphone, or press the matching Call Park key on a desk phone.

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