Call Park Reminder

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We are a US-based technology company that recommends and manages RingCentral setup and implementation for our clients. We would like to have a reminder tone when using the Call Park feature, like the one you hear when using Hold. Ideally, we could set this to ping everyone who would be able to pick up the parked call, not just the person who parked it.

One of our clients with over 20 lines has had issues with callers being placed on park and forgotten. This usually happens like so:

- A call comes in to the restaurant's hostess stand. The Hostess picks it up, caller asks to speak with the bartender, so the hostess places the call on Park, and goes to the bartender to let them know they have a call.
- Before the bartender can pick up the call, a customer walks up to the bar. The bartender's first priority is to handle the paying customer and not the caller, so the bartender is distracted or delayed and will forget that there was a call.
- At this point, the Hostess could pick the call back up and let the caller know they will try the bar again, but if the Hostess has to answer a different call or a group of people walk in to be seated, they will get distracted or delayed and forget that there was a call parked.

Holding and transferring is not an option for this situation; if the Hostess places someone on hold, the Bartender cannot pick it up, and if the Hostess tries to transfer the call to the Bartender and they are not immediately available, the Hostess is now actively managing the caller until the Bartender can answer. Having a tone that would alert all users that can pick up a parked call that there is one would help mitigate that; at least this way, someone who has time to handle the caller can pick up the call, even if it isn't their intended recipient, which is better than keeping the caller parked for five minutes.

This is such a serious and repetitive issue that this example customer has fired an employee over how often they forget callers on park, and are looking at alternatives to RingCentral if a solution cannot be found. And this is just one of our clients; there are more of them that regularly run into this issue when using Call Parking. I have seen other requests for something similar on the forum, the earliest being four years ago. I hope that that this is something that can be implemented soon.
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Gtex for Work

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Posted 7 months ago

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Gary Manske

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The Bridge Operator Console for RingCentral has a feature called "ParkFor". While utilizing the standard RC park locations, Park For appends the person/ext the call is parked for and also sends a notification to the person/ext the call is parked for. This might be something to investigate to determine if this would help solve the issue.

The Bridge Operator Console can be found in the App Gallery and allows for a 30 day trial for any user before deciding to purchase.

https://www.ringcentral.com/apps/bridge-operator-console

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Gtex for Work

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Thanks for the suggestion, Gary! This looks like a great tool for offices, but for our restaurant clients it will not be reasonable. The parking monitoring in the app does not show if a call has been picked up, just where and when it was parked. And if it is meant for a certain person, the messaging feature is great, but the restaurant stations do not have computers and the hourly employees should not the app installed on their phones (it's considered best practices to not have work-related applications on personal devices, especially for non-salaried employees).

Edit: It seems I only saw a video on the Desktop version. The Browser version will put parked calls on a one minute timer, but I cannot find a resource detailing what happens when that one minute timer expires.
(Edited)
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Doug Routledge

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Actually there is a live parking lot now, and a historical view.
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Gtex for Work

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Thanks, Doug! The parking lot is great, and it turns out that it will ring back the person who placed the call after the park timer expires, but unfortunately that is not a solution for this situation.
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Saadet - Community Moderator, Official Rep

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Hey Gtex for Work,

Not sure if it will help but Support can reduce the Call Park Reminder notification. I think by default it's over 300 seconds but that can be reduced :)