What is Park Ringback?

Some companies may want a backup option in place for just in case a call is left parked for too long. A great preventative solution for this is the Ringback feature that can be set up for park queues. Park Ringback is a feature that allows the system to place a call to the user that parked a call to attempt to reconnect the parked call to that user. This ringback call is dispatched after a certain amount of time has passed. 

Submit a Request to Implement Park Ringback

Park Ringback will need to be set up for your account by our Technical Support team. Our Technical Support team would adjust how your park queues handle calls within your dial plan. 

To submit a request to have park ringback set up, an authorized POC (point of contact) would contact our technical support team by doing one of the following:

• Calling (469) 429-2500.
• Emailing support@spectrumvoip.com.
• Sending in a ticket using our support website:
  https://www.spectrumvoip.com/support/.

Within your request, it is recommended to include the following:

• If all or specific park queues should have this change. 
  

  Quick Tip: If only specific parks will use Park Ringback, provide a list of the extension numbers of the park queues that should be updated.

   
• The amount of time (in seconds) that the system should wait before dispatching ringback calls. 
  

  Quick Tip: Many companies go with 180 seconds so that ringback calls are not dispatched too early and frequently. 

   
• A good name and contact number of someone to contact for testing the change. 
• A preferred day and time to test the change and make any noticed changes.
• If you are not the POC for the account, written consent (i.e., a confirmation email) from a POC on your account will be needed.

Receiving a Park Ringback Call

Once the timeout for the parks is reached, a call will be placed to the user that parked the call. This call would play a prompt that will ask the caller to confirm they want to retrieve the parked call, or they can hang up. 

While the ringback call is ringing the user, they can use the following options on their phone to interact with the ringing ringback call:

• Answer – After picking up their handset or pressing Answer on their phone, there will be a message prompt that states “You have a parked call. Press 1 to retrieve the call.”
  • Pressing 1 will retrieve the call from park so that the user can begin speaking with the caller. 
  • Hanging up will keep the call parked. The ringback timer will reset.
• Forward – If the user presses the Forward button on their phone, they will be able to enter a number (10-digit or internal extension) to send the call to.
• Silence – The phone will continue to ring silently and will still be able to be picked up.
  • If the call goes unanswered, the ringback timer will reset.
• Reject – Pressing Reject on their phone will reject the call and keep the caller parked.
  • The ringback timer will reset.

What Ringtone Will Play?

The ringtone that plays for the ringback is dependent the type of caller that is put on park:

1. The default internal ringtone is two short midrange tones.
   • If an internal extension is put on park, then it will play the two short tones for the ringback.
2. The default external (3rd party calling in) ringtone is one long midrange tone. 
   • If an outside number is put on park, then it will play that one long midrange tone for the ringback.

Adjust the Wait Time for Park Ringback Calls

The amount of time the system will wait before placing a call for the park ringback is determined by the Ring Timeout setting found in the Answering Rules of a Park user. If you are an Office Manager user, you can 

1. Navigate to the Users page.
   
2. At the bottom of the Users page, deselect Hide System Users so that you can view and edit the park users. 
   
3. Using the Search Bar, type the name or extension number of the park queue you want to adjust.
   
4. Click the Edit icon next to the park user and select Answering Rules.
   
5. On the Answering Rules tab, use the Ring for dropdown to set how long (in seconds) the call should wait in the park before a ringback call is dispatched. 
   
   

   ✔ You should see a confirmation that the park will ring for that amount of time.
   

   Now the park queue will wait until this timeout is exceeded before a ringback call is sent to the user that parked the call. 

    
6. Repeat steps 3-5 for each park user that needs adjustment.