Table of Contents
What is Aloware Call Parking?
Aloware Call Parking is a feature that allows other agents (with access) to pick up an active call after an agent put the call on hold, or "park" the call.
Call Park is a valuable feature for businesses with a large volume of calls daily because it allows an agent to put a contact on temporary hold so they can answer a new incoming call.
To use Call Parking, use the Park Call button.
What Happens When an Agent Parks a Call?
Aloware puts the call on hold, and the contact hears music
Aloware transfers a parked call to the Wallboard’s Call Parking Queue where agents can pick up the call (unpark it)
Even with a parked call, an agent can dial another contact
How a Different Agent Can Pick Up a Call After It’s Been Parked?
Agents can see parked calls in the Wallboard > Parked Call Monitoring Section depending on their Visibility Settings
To see calls from contacts that you don't own or aren't associated with one of your Ring Groups:
Set your Contact Visibility and Communications Visibility settings to 'Everything'
Admins and agents can go to Wallboard and scroll down to Parked Call Monitoring Queue to see the parked calls
Click the Unpark Call icon to unpark the call
The agent connects to the contact. The original agent is unable to unpark (connect) with this contact once a new agent unparks the call
📝 Note - When a user parks a call, the call remains even after refreshing the browser tab
What is Multi-Call Parking?
Aloware supports multi-call parking where agents can park multiple calls (one after another)
📝 Note - Multiple parked calls are stored in a Last In, First Out (LIFO) queue. The Parked Call Monitoring Table does not reflect this queue. The agent must take note of which contacts were put on call (and in which order).