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MS Teams Call Park and Retrieve

Introduction:​

Call park and retrieve is a feature that 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.

Common Scenarios:​

  • 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 Configuration:

Step 1: Create a new call park policy​

  1. In the left navigation of the Microsoft Teams admin center, go to Voice > Call park policies
  2. On the Manage Policies tab, click Add
  3. Give the policy a name, and then switch Allow call park to On
  4. Change the range and park timeout as required:
  5. Save

Step 2: Assign the new call park policy which was created to the users​

  1. In the left navigation of the Microsoft Teams admin center, go to Users > Manage user:
  2. On the Manage User tab, search for the user name
  3. Assign users a new Call Park policy
  4. Save

Park a call in Teams​

To place a call on hold on one device and pick it up from another device, also known as parking a call, click More[…] in your call window and select Park Call.

After you park the call, Teams will give you a unique code you can use to retrieve the call. If someone else is retrieving the call, copy the code and share it with them.

Answer a parked call​

On MSteams App, users need to enter the park code. 

Retrieve a parked call​

  • To retrieve a parked call, go to the speed dial tab, click Unpark , and enter the park code.
  • If no one picks up a parked call within 5 minutes, it will ring again.

Microsoft Document:​