Lync Call Park lives on a front-end on your Lync deployment. Scenarios enabled by call park application are:
- Call parking: a Lync user can “park” a call, effectively the caller will get connected with the call park application and hear a music while he his on hold. Upon parking the call, the application will return to the parker a number (called an orbit number). This number may be used to retrieve the parked call.
- Call retrieving: to retrieve a call, one needs to have the orbit number of this call. Lync user can compose this orbit and they will be connected to the parked user.
- Call ring back: if timers for parked user expire, the call will ring back the user who parked the call (aka the parker). Note that the forwarding settings will not be taken into account.
- Park failback: if the call ring back is not answered, then the parked call is transferred to a defined destination.
Below is the (over) simplified process of parking and retrieving a call:
Figure 1: parking and retrieving a call
A sample scenario for call park application would be:
- User call Contoso Hospital
- Receptionist answer the call
- Receptionist park the call and page the doctor an orbit number
- The doctor enters the orbit number in any telephone and gets connected to the caller.
In the next post, I will dive into the configuration of the call park application.
Thanks for reading!