Retrieving specific held call 2

[gjbrown]

I am a Avaya Newbie so please bare with me.

What I am attempting to do is handle multiple held calls with 2030 phones on a IP Office 403 2.0(18).

The actions I wish to perform when a extn has 3 or more held calls are:
1. Pick up a specific held call. Pref using a dss key.
I believe I need to use hold call and retrieve call using slot numbers, but I have had no success.
2. transfer a specific held call without picking that user back up.
3. Pick up a specific held call off another extn.

Any help would be greatly appriciated.

 

[sizbut]

The function you really want is 'Park', not 'Hold'. Very similar but with key differences.

Held calls are specific to the user who put the call on hold, ie. they can't be unheld by another user.

Parked calls can be unparked by other users.

Your on a 2030, so when on a call you should see PARK on the display. Press it and the call is parked. Each parked call is assigned a park slot number, by default your extension number plus 0, 1, 2, 3... depending on how many calls you have parked already.

That park slot ID of calls you park is shown on your 2030 display and pressing the adjacent display key unparks the call. Other users would have to know the park slot ID (by you telling them and then dial *38*N# where they should replace N with that park slot ID.


Yes it can all be done with the DSS keys. You need to do it through the configuration using Manager or the Wizard. Set each key to Park and assign a park slot ID number. The good thing here is that other users with DSS keys set to the same slot number get a flashing DSS key lamp when a call is parked using that ID and can unpark the call.

... and if you have Phone Manager on your PC, it supports four park slot button to which you can assign park slot numbers.

... and, phew

 

[NuggiFirst]

One little thing:

There wi'll be no flashing key on a 2030... It is without LED's!

 

[gjbrown]

Thank you for your responses.

Is there a method to transfer a call like hold using park?
i.e. Park Call -> Call Intended Recipient -> you hang up -> Recipient receives call

Or is it a case of call the intended recipient and tell them which park to pick up?

 

[gjbrown]

Sorry I missed this out perhaps I should have wrote it in the beginning (Newbie’s I hear you cry :-D)

What I am attempting to do is amalgamate Park's pickup / presentation abilities with hold’s transferral functions. I am also trying to avoid repeated visits to the 'Held /parked call' or 'recipient'.

The hub of the problem is targeting a particular hold as I can cover most other eventualities with hold, for example I can pick up a held call from an extension using *45*N#, but if they have 3 on hold how do I get call 2?

The above of course is no problem with Park! However, the flip side is when parking I cannot find away to auto transfer. Hence, my previous post.

Perhaps it is a case of the impossible dream!

 

[IPGuru]

If you have Phone manager & call status running on your pc you can "steal" any call by double clicking on the call in call status.

Because this ebnables calls in progress as well as calls on hold to be stolen I would sugest that its deployment is ristricted.

 

[gjbrown]

Thanks IPGuru for the idea.
Unfortunately I am trying to provide this for the masses and as you describe IPGuru the call status app is not something to give to everyone.

 

[IPGuru]

Unfortunatly you are now probably correct about the imposible dream.
You can still pickup your own heled calls from PM, but not a specific helled call from another user.

you may find the reclaim feature uefull if wou want to take back the last call transfered but I canot think of any other options.

the ability to have more than on call on hold has always looked good on paper but I have yet to find anyone who has had the ability to cope with it in parctice.

 

[gjbrown]

Thank you all for your help.
User training on Park and Hold seems to be the best bet.