End User Training: Call Park and Retrieve Welcome to the Call Park and Retrieve tutorial. This multimedia sales tool is intended as a high level overview for the end user customer who wants to understand the basics of call park and retrieve, and how it can help their business. 1 1

What is Call Park? Allows any user to put a call on ‘hold’, and have a different user pick up the call from any other phone Typically used in combination with a paging or intercom system, to alert a group of users that a call is waiting Offers flexible configuration options to meet unique needs of the business Let’s start by taking a look at a basic description of call park. *Call park is a feature that allows any user to put an active call in a temporary holding location, such that it can be retrieved by a different user from any other phone in an organization *Call park is typically used in conjunction with a paging or intercom system. As example, you may often hear over a store’s intercom system an announcement such as “Sporting Goods, please pick up on line 201”. * Call park offers many flexible configuration options to meet the unique needs of the business, in order to provide a better experience for both employees and customers. Let’s take a look at a few simple scenarios that will illustrate some of the more commonly used features of call park. “Sporting Goods, pick up on line 201”

Scenario One: Basic Call Park Incoming Call Call Park using Flash Hook Feature Access Code: *84 Mary’s Extension: 1234 Our first scenario is a small business who has deployed basic call park and are looking for a solution that works with their existing IP phone sets without making any changes. *As there is no dedicated receptionist, incoming calls go directly to each employee. However, sometimes the employee that answers the call is not the correct person to deal with the issue. *In our example, Sally answers a call, but quickly discovers she doesn’t have the expertise to answer the question. *She knows that Mary is the right person to speak to, so Sally presses the flash hook on her phone, enters a feature access code, and parks the call against Mary’s extension. Sally then pages Mary, telling her she has a call on extension 1234. Note that the system will play a denial tone if that extension already has a call parked against it. *In this case, Mary is not at her desk, but is able to pick up the call from another phone in the office, by entering the access code and her extension. If Mary was at her own desk, she would only have had to have entered the access code to pick up the call, as the system would have recognized that she was picking up the call from her own extension. Call Retrieve Feature Access Code: *86 Mary’s Extension: 1234

Scenario Two: Group Call Park Sales Management Ext 1244 Ext 1245 Ext 1246 Finance Ext 1255 Ext 1256 Ext 1257 Service Ext 1261 Ext 1262 Ext 1263 Ext 1264 Sales Ext 1234 Ext 1235 Ext 1236 Ext 1237 Ext 1238 Ext 1239 Receptionist Our second scenario is a car dealership who has a dedicated receptionist, and has just deployed new SIP-based phones for all of their users. They are looking for a way to manage incoming calls for employees who are seldom at their desks. Thus, they have chosen to deploy group call park using banks of extensions that are assigned by the administrator to each different department. *As example, if the call is for Sales, the receptionist parks the call simply by pressing the assigned soft key on her SIP phone. Due to the preprogrammed soft key, she does not need to use a feature access code. *The system then automatically selects an available extension from the list that was provisioned by the administrator.   The system will also provide an announcement and/or a phone display indicating which extension was selected and inform the receptionist. The receptionist would then page the sales group with the correct extension. *The same procedure would be used for the other departments. Note that if the call is not answered within a pre determined amount of time, the call automatically reverts to the receptionist, and the system will notify her that the parked call has returned. The main advantage of Group Call Park is that the user does not have to manually track which extensions have calls parked against them.  

Scenario Three: Handling Reverted Calls Group Call Park Hunt Group Call is Not Picked Up In our last scenario, we are going to look at a real estate office that has also chosen to deploy group call park. However, as the receptionist can be very busy especially at peak times, they do not want unanswered calls to revert back to the receptionist. Thus, they have chosen to handle reverted calls using hunt groups. *All incoming calls go to the receptionist, who parks the call and announces it to the office. *Should the call go unanswered, instead of going back to the receptionist, the reverted call is sent to a hunt group that is configured to loop through an assigned list of extensions. *In the unlikely case that the call is still not answered, the call will go to the company voicemail. Please contact your service provider to find more about other options for handling reverted calls, as well as features such as hunt groups, voicemail and other services. Company Voicemail

Summary Call park is an easy and efficient way for businesses to handle distribution of incoming calls Numerous ways to deploy call park, and many options for how parked calls are handled Consult with your service provider for solutions that are customized for your business In summary, Call Park is an easy and efficient way for businesses to handle the distribution of incoming calls. *There are numerous ways to deploy Call Park, including basic call park and group call park, as well as many configurable options including multiple ways to alert users of parked calls; multiple ways to handle reverted calls; and multiple ways to pick up parked calls. * Remember, its important to consult with your service provider to find the right configuration for your business. Thank you for watching the Call Park tutorial!