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72 votes
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471 votesImplemented ·
AdminJessica Hernandez
(Community and Social Media Engagement Manager, RingCentral)
responded
This is now live! Learn more about this new feature here: RingEX Call Answered Elsewhere status
Yes, parked calls should even ring back. We have a mixed retail and office environment where our office employees usually answer the phones first and field calls, they then park the call and page whoever the caller is trying to reach. The problem is when that person is unavailable or just didn't hear the page; currently, the call stays on hold with only a blinking indicator until the caller hangs up. Here we like to do at least 2 pages unless we know that person is unavailable but how would we ever know we need to do a second page without manually tracking how long each call is on hold and when multiple calls are coming in and getting parked that becomes impossible. Also leaving someone on park until they get frustrated enough to hang up just seems like bad business.In my opinion we just need more options here on the park groups, give us options to ring back the call to the person who parked it or to a queue or both. Ideally we would like our calls to stay on hold for 1 minute 30 seconds, then ring back to the person who put it on park for 4 rings and if they don't re-answer the call then ring back out to the original queue it came in on.I currently have this working by doing some janky stuff and actually not using any built-in parking:1) I created 'park 1', 'park 2', ect. as USERS, not the built-in parking.2) Add these users to the phone screens through presence template(blf if doing manual provision).3) On the park users, I configured them to ring virtually for 30 seconds then forward to an extension which is a special queue I've created for each park location. I named these queues 'park 1 is recalling', 'park 2 is recalling', ect.4) I then configured each park queue to ring the park user associated with it for 1 minute then forward that call back to the location's incoming call queue.The end result is that our calls come in and get parked (actually transferred to a park user) for 1 minute and 30 seconds and if the call is not answered after that time then it rings back out to the location's incoming queue with the line is was parked on displaying on the screen.This seems to be working fairly well for now but all the queue transfers and mid-call changes I'm doing to make it work seem to be leading to some lost calls. It would be much more convenient to have these options built-in instead.