[ACD] Parking and Retrieving Calls
- Kathleen Glica
The content in this article is appropriate for: Agents
The SC ACD's Call Parking Lot allows you to manually "park" calls for campaigns on which it is enabled. This feature is useful in situations where you may need to quickly greet callers, then place them on hold or return them to the queue to be retrieved or answered/handled by specific agents in a certain order.
The permissions needed for you to access the Call Parking Lot have already been set by your Supervisor.
Parking Calls:
If you have taken a call and it is part of a campaign that has been set up to use the Call Parking Lot, you will also see the Park Call button in your call controls
Pressing the Park Call button will send the call into to Call Parking Lot, a queue where the caller will wait to be picked up by another agent.
Retrieving Calls:
If you are assigned a Call Retrieving Skill and Ability, you will see a see a Parking Lot button at the top of your agent console. Click the button to show a list of Parked Calls Eligible for Retrieval at the bottom of the page.
When calls are parked (by you or another agent), they will appear listed at the bottom of the page
To retrieve a call from here, click the green Call ID button in the Retrieve column.*
*Note: Agent must be clear of active calls before a call can be retrieved. The Guided Interaction will pop like normal. Data entered into the Guided Interaction before the call was parked will be copied (transferred) over.
