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Configure Call park and retrieve

  • Article
  • Applies to:
    Microsoft Teams

Call park and retrieve lets a user place a call on hold. When a call is parked, the service generates a unique code for call retrieval. The user who parked the call or someone else can then use that code with a supported app or device to retrieve the call. For more information on how your users can park a call, see Park a call in Teams.

Some of the common scenarios for using call park are:

  • A receptionist parks a call for someone working in a factory. The receptionist then announces the call and the code number over the public address system. The user who the call is for can then pick up a Teams phone on the factory floor and enter the code to retrieve the call.

  • A user parks a call on a mobile device because the device battery is running out of power. The user can then enter the code to retrieve the call from a Teams desk phone.

  • A support representative parks a customer call and sends an announcement on a Teams channel for an expert to retrieve the call and help the customer. An expert enters the code in Teams clients to retrieve the call.

To park and retrieve calls, a user must be an Enterprise Voice user and must be included in a call park policy.

By default, the range of call pickup numbers is from 10-99. You can also create your own custom range between 10-9999. The first parked call renders a pickup code of the start of range (for instance 10). The next parked call renders a pickup code incremented by 1, that is, 11, and so on, until the end of the range is rendered as a pickup code. After which, the rendered pickup codes start over from the start of the range once again.

You can specify a timeout as the number of seconds to wait before ringing back when the parked call isn't picked up. The allowed range is 120-1800 seconds, and the default value is 300 seconds.

To configure call park and retrieve, you must be a Teams administrator. Call park and retrieve is turned off by default. You can enable it for users and create user groups by using the call park policy. Assign the same call park policy to users who need to park and retrieve calls amongst themselves.

Note

When users are not assigned the same call park policy, retrieving parked calls will fail.

Call park and retrieve is only available in Teams Only deployment mode. It isn't supported on Skype for Business IP phones.

You can configure call park and retrieve by using the Teams admin center or by using PowerShell.

Use Teams admin center

To create a new call park policy instance:

  1. In the left navigation of the Microsoft Teams admin center, go to Voice > Call park policies.

  2. On the Manage policies tab, select Add.

  3. Give the policy a name, and then switch Call park to On.

  4. Change the range and park timeout as required.

  5. Select Save.

You can edit the policy by choosing it in the list and selecting Edit.

In order for the policy to work, it must be assigned to users. You can assign the policy to users individually or assign them to a group.

To assign a call park policy to a group:

  1. On the Call park policies page, on the Group policy assignment tab, select Add group.

  2. Search for the group that you want to use, and then select Add.

  3. Choose a rank compared to other group assignments.

  4. Under Select a policy, choose the policy that you want to assign this group to.

  5. Select Apply.

Use PowerShell

To manage call park and retrieve policies by using PowerShell, use the following Teams PowerShell Module cmdlets:

PowerShell examples

Create a custom call park policy

The following example creates a custom call park policy that generates pickup numbers from 500 to 1500. The call rings back the parker after 600 seconds if the parked call is unanswered.

PS C:\> New-CsTeamsCallParkPolicy -Identity "SalesPolicy" -AllowCallPark $true -PickupRangeStart 500 -PickupRangeEnd 1500 -ParkTimeoutSeconds 600

Edit a call park policy

The following example turns off the call park policy:

PS C:\> Set-CsTeamsCallParkPolicy -Identity "SalesPolicy" -AllowCallPark $false

Grant a call park policy to a user

The following example grants the call park policy to a user:

PS C:\> Grant-CsTeamsCallParkPolicy -PolicyName "SalesPolicy" -Identity [email protected]

Remove a call park policy

The following example removes the call park policy:

PS C:\> Remove-CsTeamsCallParkPolicy -Identity "SalesPolicy"

Park a call in Teams

Set-CsTeamsCallParkPolicy

Assign policies to your users in Teams