Wait for transfer to a busy extension

Last Updated : Mar 10, 2024 |

About this task

If the extension to which you want to transfer a call is shown as busy by the console, you can queue the call to wait for transfer when the extension becomes free. This avoids the transfer call being sent to voicemail or following the target's forward on busy setting.

This process parks the call on the system using the park ID of the target extension, that is, its extension number plus a single digit between 0 to 9.

Procedure

  1. If you haven’t already, answer the incoming call.
  2. Ask if they would like to wait until the transfer target is no longer busy.
  3. If they agree, press Ctrl + B. Their call is queued to wait until the transfer extension is free.
  4. When the transfer extension becomes free, the call returns to the console with a yellow border. The text indicates why the call has returned. In the call details, scroll down to Reason:

    Reason

    Description

    Timeout

    If the call waits longer that the phone system's park timeout (the default is 5 minutes), it recalls to you. Answer the call. If they still want to wait, press Ctrl + B to park the call again.

    Free

    The transfer target is now able to take another call. Answer the call to do a normal supervised or unsupervised transfer or you can use Ctrl+R to do an immediate unsupervised transfer without answering the call.
Related information
Transferring calls