Configuring Call Park

This chapter describes the call park feature in Cisco Unified Communications Manager Express (Cisco Unified CME).

Your Cisco Unified CME version may not support all of the features documented in this module. For a list of the versions in which each feature is supported, see the "Feature Information for Call Park" section.

Information About Call Park

Basic Call Park

Call park allows a phone user to place a call on hold at a special ephone-dn that is used as a temporary parking spot from which the call can be retrieved by anyone on the system. In contrast, a call that is placed on hold using the Hold button or Hold soft key can be retrieved only from the extension that placed the call on hold. The special ephone-dn at which a call is parked is known as a call-park slot. A call-park slot is a floating extension, or ephone-dn that is not bound to a physical phone, to which calls are sent to be held.

After at least one call-park slot has been defined and the Cisco Unified CME phones have been restarted, phone users are able to park calls using the Park soft key. Users who attempt to park a call at a busy slot hear a busy tone.

A caller who is parked in a park slot hears the music-on-hold (MOH) audio stream if the call uses the G.711 codec or if the call uses G.729 with transcoding, a feature that is available in Cisco CME 3.2 and later versions; otherwise, callers hear a tone on hold.

A phone user who has parked a call can retrieve the call using the PickUp soft key and an asterisk (*). Phone users other than the one who parked the call can retrieve the call by pressing the PickUp soft key and the extension number of the call-park slot, which is available on their phone displays.

Directed call park allows calls to be transferred to a call-park-slot extension number using the Transfer key; a transfer to a call-park slot is always a blind transfer. Calls can also be forwarded from phones to call-park slot numbers. For versions before Cisco Unified CME 4.0, callers can directly dial call-park slot numbers to be placed in park. If another call is already parked in the slot, the caller hears a busy tone.

In Cisco Unified CME 4.0 and later versions, a direct call to a call-park slot is interpreted as an attempt to pick up a call that is parked there; if no call is parked in the slot, the caller hears a busy tone.

The ability to directly dial a park slot to retrieve a call is useful in the following scenario. An attendant connected to a remote Cisco Unified CME system can perform a directed call park (transfer-to-park) into a park slot on the local Cisco Unified CME router by simply transferring the call to the telephone number associated with the local Cisco Unified CME park slot. The remote attendant can then inform local phone users of the existence of the parked call by dialing (across VoIP) into a paging number on the local Cisco Unified CME system, or the parked call may simply be visible to one or more local users whose phones are configured to monitor the park-slot. Then, when a local IP phone user directly dials the extension number of the park slot, the system assumes that the user is requesting retrieval (pickup) of the call in the park slot. If there is no call in the park slot, the Cisco Unified CME system returns a busy tone to the local user.

A caller who is parked in a park slot hears the music-on-hold (MOH) audio stream if the call uses a G.711 codec or if it uses G.729 with transcoding, a feature that is available in Cisco CME 3.2 and later versions; otherwise, callers hear a tone on hold.

Each call-park slot occupies one ephone-dn. During configuration, any number of ephone-dns can be designated as call-park slots using the park-slot command, provided the total number of park slots and normal extensions does not exceed the maximum number of ephone-dns that was defined with the max-dn command. After an administrator defines at least one call-park slot and restarts phones, the Park soft key is displayed on all IP phones that are able to display soft keys.

Each call-park slot can hold one call at a time, so the number of simultaneous calls that can be parked is equal to the number of slots that have been created in the Cisco Unified CME system. In Cisco CME 3.2.1 and later releases, call-park slots can also be monitored. If a call-park slot is assigned to a monitor button using the button m command, the line status shows "in use" when a call is parked in the monitored slot. A call that is parked on the monitored call-park slot can be picked up by pressing the assigned monitor button.

You can create a call-park slot that is reserved for use by one extension by assigning that slot a number whose last two digits are the same as the last two digits of the extension. When an extension starts to park a call, the system searches first for a call-park slot that has the same final two digits as the extension. If no such call-park slot exists, the system chooses an available call-park slot.

Multiple call-park slots can be created with the same extension number so that more than one call can be parked for a particular department or group of people at a known extension number. For example, at a hardware store, calls for the plumbing department can be parked at extension 101, calls for lighting can be parked at 102, and so forth. Everyone in the plumbing department knows that calls parked at 101 are for them and can pick up calls from extension 101. When multiple calls are parked at the same call-park slot number, they are picked up in the order in which they were parked; that is, the call that has been parked the longest is the first call picked up from that call-park slot number.

If multiple call-park slots use the same extension number, you must configure each ephone-dn that uses the extension number with the no huntstop command, except for the last ephone-dn to which calls are sent. In addition, each ephone-dn must be configured with the preference command. The preference numeric values must increase to match the order of the ephone-dns. That is, the lowest ephone-dn tag park-slot must have the lowest numeric preference number, and so forth. Without the configuration of the preference and huntstop commands, all calls that are parked after a second call has been parked will generate a busy signal. The caller who is being transferred to park will hear a busy signal, while the phone user who parked the call will receive no indication that the call was lost.

A reminder ring can be sent to the extension that parked the call by using the timeout keyword with the park-slot command. The timeout keyword and argument set the interval length during which the call-park reminder ring is timed out or inactive. If the timeout keyword is not used, no reminder ring is sent to the extension that parked the call. The number of timeout intervals and reminder rings are configured with the limit keyword and argument. For example, a limit of 3 timeout intervals sends 2 reminder rings (interval 1, ring 1, interval 2, ring 2, interval 3). The timeout and limit keywords and arguments also set the maximum time that calls stay parked. For example, a timeout interval of 10 seconds and a limit of 5 timeout intervals (park-slot timeout 10 limit 5) will park calls for approximately 50 seconds.

The reminder ring is sent only to the extension that parked the call unless the notify keyword is also used to specify an additional extension number to receive a reminder ring. When an additional extension number is specified using the notify keyword, the phone user at that extension can retrieve a call from this slot by pressing the PickUp soft key and the asterisk (*) key.

You can define both the length of the timeout interval for calls parked at a call-park slot and the number of timeout intervals that should occur before the call is either recalled or transferred. If you specify a transfer target in the park-slot command, the call is transferred to the specified target after the timeout intervals expire rather than to the primary number of the parking phone.

If a name has been specified for the call-park slot using the name command, that name will be displayed on a recall or transfer rather than an extension number.

You can also specify an alternate target extension to which to transfer a parked call if the recall or transfer target is in use. In use is defined as either ringing or connected. For example, a call is parked at the private park slot for the phone with the primary extension of 2001, as shown in Figure 23. After the timeouts expire, the system attempts to recall the call to extension 2001, but that line is connected to another call. The system then transfers the call to the alternate target, extension 3784.

Dedicated Call-Park Slots

A dedicated, private call-park slot can be configured for an ephone using the reserved-for keyword in the park-slot command. The dedicated call-park slot is associated with the primary extension of the ephone. All extensions on this phone can park calls in the dedicated park slot. The extensions on this phone are the only extensions that can park a call in the dedicated park slot. Only one call at a time can be parked in a park slot; a busy tone is returned to any attempt to park a call in a slot that is already in use.

Calls can be parked in dedicated call-park slots using any of the following methods (the extension doing the parking must be on a phone whose primary extension is associated with a dedicated park slot).

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With an active call, an IP phone user presses the Transfer soft key and a standard or custom FAC (feature access code) for the call-park feature. The standard FAC for call park is **6.

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With an active call, an analog phone user presses hookflash and the standard or custom FAC for the call park feature.

Calls can be retrieved from dedicated call-park slots using any of the following methods:

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An IP phone user presses the New Call soft key and dials the park-slot number.

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An analog phone user lifts the handset, presses the standard or custom FAC for directed call pickup, and dials the park-slot number. The standard FAC for directed pickup is **5.

If no dedicated park slot is found anywhere in the Cisco Unified CME system for an ephone-dn that is attempting to park a call, the system uses the standard call-park procedure; that is, the system searches for a preferred park slot (one with an ephone-dn number that matches the last two digits of the ephone-dn attempting to park the call) and if none is found, uses any available call-park slot.

If the configuration specifies that a call should be recalled to the parking phone after the timeout intervals expire, the call is always returned to the phone's primary extension number, regardless of which extension on the phone did the parking. Figure 23 shows an ephone that is configured with the extension numbers 2001, 2002, and 2003, and a private call-park slot at extension 3333. The private park slot has been set up to recall calls to the parking phone when the parked call's timeouts expire. In the example, extension 2003 parks a call using the Park soft key. When the timeout intervals expire, the call rings back on extension 2001.

The configuration in Figure 23 specifies that the call will recall or transfer from the park slot after 3 times the 60-second timeout, or after 180 seconds. Also, before the exhaustion of the 3 timeouts the phone will receive reminder notifications that a parked call is waiting. The reminders are sent after each 60-second timeout interval expires (that is, at 60 seconds and at 120 seconds). You may want to set the timeout command with a limit of 1 instead, so that the call simply parks and recalls or transfers without sending a reminder ring.

Call-Park Blocking

In Cisco Unified CME 4.0 and later versions, individual ephones can be prevented from making transfers to call-park slots by using the transfer-park blocked command. This command prevents transfers to park that use the Transfer soft key and a call-park slot number, while allowing call-parks that use only the Park soft key. (To prevent use of the Park soft key, use an ephone template to remove it from the phone. See "Customizing Soft Keys" on page 875.)

An exception is made for phones with reserved, or dedicated, park slots. If the transfer-park blocked command is used on an ephone that has a dedicated park slot, the phone is blocked from parking calls at park slots other than the phone's dedicated park slot but can still park calls at its own dedicated park slot.

Call-Park Redirect

By default, H.323 and SIP calls that use the call-park feature use hairpin call forwarding or transfer to park calls and to pick up calls from park. The call-park system redirect command allows you to specify that these calls should use H.450 or the SIP Refer method of call forwarding or transfer. The no form of the command returns the system to the default behavior.

How to Configure Call Park

Enabling Call Park

To enable call-park slots, optional call-park blocking, or call-park redirect, perform the following steps.

SUMMARY STEPS

number number [secondary number] [no-reg [both | primary]]

park-slot [reserved-for extension-number] [timeout seconds limit count] [notify extension-number [only]] [recall] [transfer extension-number] [alternate extension-number] [retry seconds limit count]

DETAILED STEPS


	Command or Action	Purpose
Step 1	enable Example: Router> enable	Enables privileged EXEC mode. •Enter your password if prompted.
Step 2	configure terminal Example: Router# configure terminal	Enters global configuration mode.
Step 3	ephone-dn dn-tag [dual-line] Example: Router(config)# ephone-dn 20	Enters ephone-dn configuration mode, creates an ephone-dn, and optionally assigns it dual-line status. •dn-tag—Unique sequence number that identifies this ephone-dn during configuration tasks. The maximum number of ephone-dns for a particular Cisco Unified CME system is version- and platform-specific. •dual-line—(Optional) Enables an ephone-dn with one voice port and two voice channels, which supports features such as call waiting, call transfer, and conferencing with a single ephone-dn.
Step 4	number number [secondary number] [no-reg [both \| primary]] Example: Router(config-ephone-dn)# number 2345	Configures a valid extension number for this ephone-dn instance. •number—String of up to 16 digits that represents a telephone or extension number to be associated with this ephone-dn. •secondary—(Optional) Allows you to associate a second telephone number with an ephone-dn. •no-reg—(Optional) Specifies that this number should not register with the H.323 gatekeeper. Unless you specify one of the optional keywords (both or primary) after the no-reg keyword, only the secondary number is not registered.
Step 5	park-slot [reserved-for extension-number] [timeout seconds limit count] [notify extension-number [only]] [recall] [transfer extension-number] [alternate extension-number] [retry seconds limit count] Example: Router(config-ephone-dn)# park-slot reserved-for 2458 timeout 60 limit 3 recall alternate 3754	Creates a floating extension (ephone-dn) at which calls can be temporarily held (parked). •reserved-for extension-number—(Optional) Indicates that this slot is a private park slot for the phone with the specified extension number as its primary line. All lines on that phone can use this park slot. •timeout seconds—(Optional) Sets the call-park reminder timeout interval, in seconds. Range is 0 to 65535. When the interval expires, the call-park reminder sends a 1-second ring and displays a message on the LCD panel of the Cisco Unified IP phone that parked the call and that of any extension that may be specified with the notify keyword. Default is that the reminder ring is sent only to the phone that parked the call. •limit count—(Optional, applies to timeout keyword) Sets a limit for the number of time-out intervals for a parked call. For example, a limit of 3 sends 2 reminder rings (interval 1, ring 1, interval 2, ring 2, interval 3). A call parked at this slot is disconnected after the limit has been reached unless another action has been specified. Range is 1 to 65535. •notify extension-number—(Optional) Sends a reminder ring to the specified extension in addition to the reminder ring that is sent to the phone that parked the call. •only—(Optional) Sends a reminder ring only to the extension specified with the notify keyword and does not send a reminder ring to the phone that parked the call. This option allows all reminder rings for parked calls to be sent to a receptionist's phone or an attendant's phone, for example. •recall—(Optional) Returns the call to the phone that parked it after the timeout limits expire. •transfer extension-number—(Optional) Returns the call to the specified number after timeout limits expire. •alternate extension-number—(Optional) Returns the call to the specified second target number if the recall or transfer target phone is in use on any of its extensions (ringing or in conversation). •retry seconds—(Optional) Sets the delay before another attempt to recall or transfer a parked call, in seconds. Range is 0 to 65535. Number of attempts is set by the limit keyword. •limit count—(Optional, applies to retry keyword) Sets a limit for the number of retries. When a limit is set, a call parked at this slot is disconnected after the limit has been reached. Range is 1 to 65535.
Step 6	exit Example: Router(config-ephone-dn)# exit	Exits ephone-dn configuration mode.
Step 7	ephone phone-tag Example: Router(config)# ephone 25	Enters ephone configuration mode. •phone-tag—Unique sequence number that identifies this ephone during configuration tasks.
Step 8	transfer-park blocked Example: Router(config-ephone)# transfer-park blocked	(Optional) Prevents extensions on this ephone from transferring calls to call-park slots. Note This command prevents the use of the Transfer soft key and slot number to transfer calls to park slots. It does not prevent use of the Park soft key.
Step 9	exit Example: Router(config-telephony)# exit	Exits ephone configuration mode.
Step 10	telephony-service Example: Router(config)# telephony-service	Enters telephony-service configuration mode.
Step 11	call-park system redirect Example: Router(config)# call-park system redirect	Specifies that within the call-park feature, H.323 and SIP calls will use H.450 or the SIP Refer method of call forwarding or transfer to park calls and to pick up calls from park. The no form of the command returns to the default behavior, which is to use hairpin call forwarding or transfer to park calls and pick up calls from park.
Step 12	restart all Example: Router(config)# restart all	Performs a fast reboot of all phones associated with this Cisco Unified CME router. Does not contact the DHCP server. Note The first time that call-park slots are defined, IP phones must be rebooted before the Park soft key is displayed on phones. This command is not required after subsequent call-park slot definitions.
Step 13	exit Example: Router(config)# exit	Returns to privileged EXEC mode.

Verifying Call Park

Step 1

Use the show running-config command to verify your configuration. Call-park slots are listed in the ephone-dn portion of the output.

Step 2

Use the show telephony-service ephone-dn command to display call park configuration information.

Troubleshooting Call Park

Step 2

Use the debug ephone commands to observe messages and states associated with an ephone. For more information, see the Cisco Unified CME Command Reference.

Configuration Examples for Call Park

Basic Call Park: Example

The following example creates a call-park slot with the number 1560. After a call is parked at this number, the system provides 10 reminder rings at intervals of 30 seconds to the extension that parked the call.

Phone Blocked From Using Call Park: Example

The following example prevents ephone 25 and extensions 234, 235, and 236 from parking calls at any call-park slots.

The following example sets up a dedicated park slot for the extensions on ephone 6 and blocks transfers to call park from extensions 2977, 2978, and 2979 on that phone. Those extensions can still park calls at the phone's dedicated park slot by using the Park soft key or the Transfer soft key and the FAC for call park.

Call-Park Redirect: Example

The following example specifies that H.323 and SIP calls that are parked should use H.450 or the SIP Refer method to when they are parked or picked up.

Where to Go Next

To block the functioning of the call park (Park) soft key without removing the key display, create and apply an ephone template that contains the features blocked command. For more information, see "Customizing Soft Keys" on page 875.

To remove the call park (Park) soft key from one or more phones, create and apply an ephone template that contains the appropriate softkeys command. For more information, see "Customizing Soft Keys" on page 875.

The transfer-park blocked command, which blocks transfers to call-park slots, can be included in ephone templates that are applied to individual ephones.

The Park soft key can be removed from the display of one or more phones by including the appropriate softkeys command in an ephone template and applying the template to individual ephones.

You can park calls using a feature access code (FAC) instead of a soft key on the phone if standard or custom FACs have been enabled for your system. The call-park FAC is considered a transfer to a call-park slot and therefore is valid only after the Trnsfer soft key (IP phones) or hookflash (analog phones) has been used to initiate a transfer. The following are the standard FACs for call park:

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Any available park slot—Standard FAC is **6 plus optional park-slot number.

Additional References

The following sections provide references related to Cisco Unified CME features.

Related Topic	Document Title
Cisco Unified CME configuration	• Cisco Unified CME Command Reference • Cisco Unified CME Documentation Roadmap
Cisco IOS commands	• Cisco IOS Voice Command Reference • Cisco IOS Software Releases 12.4T Command References
Cisco IOS configuration	• Cisco IOS Voice Configuration Library • Cisco IOS Software Releases 12.4T Configuration Guides
Phone documentation for Cisco Unified CME	• Quick Reference Cards • User Guides

Feature Name	Cisco Unified CME Version	Feature Information
Call Park	4.0	Dedicated call-park slots, alternative recall locations, and call-park blocking were introduced. Direct calls to park slots are now interpreted as attempts to pick up parked calls rather than attempts to be parked at the slot.
	3.2.1	Monitoring of call-park slots was introduced.
	3.1	Call park was introduced.

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