Understanding Lync Call Park Application

Lync Call Park lives on a front-end on your Lync deployment. Scenarios enabled by call park application are:

-          Call parking: a Lync user can “park” a call, effectively the caller will get connected with the call park application and hear a music while he his on hold. Upon parking the call, the application will return to the parker a number (called an orbit number). This number may be used to retrieve the parked call.

-          Call retrieving: to retrieve a call, one needs to have the orbit number of this call. Lync user can compose this orbit and they will be connected to the parked user.

-          Call ring back: if timers for parked user expire, the call will ring back the user who parked the call (aka the parker). Note that the forwarding settings will not be taken into account.

-          Park failback: if the call ring back is not answered, then the parked call is transferred to a defined destination.

Below is the (over) simplified process of parking and retrieving a call:

Figure 1: parking and retrieving a call

A sample scenario for call park application would be:

  1.        User call Contoso Hospital
  2.        Receptionist answer the call
  3.        Receptionist park the call and page the doctor an orbit number
  4.        The doctor enters the orbit number in any telephone and gets connected to the caller.

In the next post, I will dive into the configuration of the call park application.

Thanks for reading!