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Sep 29, 2021 02:28

How to set up Site Specific Return from Park

This Guide is an add-on to the documented solution How to transfer external forwarded and parked calls back to a receptionist. The goal achieved by this setup is routing calls returning from the park based on who parked it. 

Created: June 2020


Use case

If the call is parked by a user in SiteA, return the parked call to the user that parked it and then ultimately to a call group of users in SiteA. Similarly, if a user in SiteB parked the original call, return the call to the user and then a call group of users in SiteB.  

Of course, this can be modified to ultimately send the returned park call to any SiteA/B specific treatment that you would like but the key here is to show how you can recognize what site originally parked the call.

Step 1

Assuming people from different sites of the deployment have separate Dialplans, in each Dialplan, create an entry where all parked calls will go based on the park extensions’ naming pattern. In the example below we added park extensions 201 & 202:

Thus, Dialplan entry 20X of the Diaplan SiteA is where all calls transferred to park extensions 201 and 202 from the users of Site A will be routed to. There, using the Set -> Caller name -> SiteA (caller name) application, we will add the flag “SiteA” to the caller name to identify these calls and route them correspondingly later on. 

In our example we only have 2 separate sites, A & B, but this is of course scalable and you can have as many dial plans as required by replicating SiteA dial plan with minor changes. 

Step 2

Create a new Dialplan and name it “receptionist”. This is where all calls returning from park extensions after timeout go. You do not need to configure this, the system does this automatically. And this is also where we will be routing those calls based on the marker added earlier. 

Using the Verify caller -> SiteA & Verify caller -> SiteB logical checks, route calls returning from park locations after timeout as shown in the example below. You don’t need to route calls to entries in “receptionist” Dialplan, it can be any other Dialplan or rule depending on the setup. 

All names used in the Guide, except “receptionist” Dialplan, such as SiteA, CallgroupA, etc. can be changed.


Park call timeout can be set in WMS -> Dialplan -> General Settings:

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