Steps
Attendant Console 2.0 - Call Park
During an ongoing call in Attendant Console, you have the possibility to park a call. While parking a call, the Caller can't hear you and is listening to wait music instead. You will be free in MS Teams to take other calls in the meantime, but stay “Not available” for any other Nimbus tasks.
🔎 Related concepts: The steps below refer to UI elements and concepts explained on the Attendant Console main page. Note that steps below describe a typical Audio/Video call behavior, but some Parking concepts (UI buttons and behaviors) also apply for handling External Tasks – e.g. a Task without any Customer or MS Teams interaction being necessary.
Park Call
The scenario is handled as follows:
✅ Precondition: Behavior applies for Audio/Video calls only. Starting point: an incoming call must is shown in the queue.
-
Accept the incoming call.
⮑ The call is shown in “Active Sessions” - To park the call, click the Park button:
- The following results will occur:
⮑ Wait music will play for the Caller while parked.
⮑ You and the Caller cannot hear each other anymore.
⮑ The call is shown in “Parked Sessions” and the card shown with grey border.
⮑ A separate “Parked” timer starts counting.
⮑ You are removed from the MS Teams call. - Within your MS Teams you can now engage in (non-Nimbus) related calls.
Unpark Call
- To unpark the call, click the Unpark button.
- The following results will occur:
⮑ You will get an incoming invitation in MS Teams which you should accept to rejoin the call
⮑ The waiting music is stopped for the Caller.
⮑ Your session with the Caller is resumed.
⮑ You and the Caller can hear and talk to each other again.
Hanging up on an “on-Park” Caller
You can also directly hang up on (end) an existing parked call. This will immediately free you up to take the next Nimbus task.
☝Before using "Hangup":
- Note that a red button warning color signals that in this case the Caller is affected directly.
- The Caller will not get any prior notification - the wait music and call just ends for them.
Known Limitations
INC Call Parking Limitations
KNOWN PARKING LIMITATIONS
- A/V ET - Parking currently supports Audio/Video and External Task modalities. Wider support is planned to be implemented.
- Assistant - will currently not reflect the “Park" status. The User is just shown as “In a call”.
BY DESIGN (not limitations)
- “Parked” External Tasks cannot be removed via Nimbus Power Automate Connector nor Personal Dashboards.
- Call Parking is not available in Attendant Console 1.0 - Calls will be shown as “On Hold”. Parking is supported using AC2.0 or My Sessions.