Account Call Settings

Account > Settings > Calls

Call Park combines the elements of transferring a call and putting it on hold. Rather than having a caller try again later, or sending them to voicemail, the user can dial a star code to transfer the call to a virtual parking spot where the caller will remain on hold until the person they are calling becomes available.

To park and retrieve calls via star code, see Call Park Star Codes.

Manage Parking Spots

To manage the parking spots on an account, go to Settings > Calls.

Auto Ringback

Auto Ringback prevents parked callers from getting stuck in limbo. When a call is left in the parking spot for a specified amount of time, the system will automatically return the caller to the user who parked it. This setting is enabled with a recall timer of 180 seconds by default, but it can be disabled or modified at any time.

1. Go to Account > Settings > Calls.

2. Scroll down to Call Park.

3. Toggle on Ring back user after timeout.

4. Enter the number of seconds after which the parked call will ring back the user who parked it.

5. Click [Save].

Add Parking Spot

1. Go to Account > Settings > Calls.

2. Scroll down to Call Park and do one of the following:

   • New: Click [+ Add Parking Spot].

   • Edit: Click the pencil icon on the right.

3. Enter a name for the parking spot.

4. Click [Save] to implement your changes.

Delete Parking Spot

To delete a parking spot, click the trash icon on the right, then click [Delete] to confirm.

On hold music and messaging is a proven marketing tool for any company. Silence, bad music, or playing the radio is a wasted opportunity to create a positive customer experience. With the right audio, callers are less likely to hang up and are more likely to be in a good mood. See Music On Hold Best Practices for tips.

Custom Music On Hold

Business Lines

Custom audio works differently depending on the account's product. The following information applies to Business Lines only. For Business Cloud Communications, see Upload Media Files for details.

Upload Custom Audio

Follow these steps to upload a custom Music On Hold file:

1. Go to Account > Settings > Calls.

2. Under Music On Hold, select Custom audio.

3. Do one of the following:

   • Drag and drop the file from your computer to the upload area.

   • Click the link in the upload area, then select an audio file from your computer and click [Open].

4. The file will be converted and optimized for use by the phone system, which will result in some degree of quality loss. To hear what it sounds like, click the play button on the right or call a phone number on your account and ask to be placed on hold.

   Once the page is refreshed, the file will be renamed to hold_music.wav.

Change Custom Audio

Only one custom audio file can be uploaded to the account at a time. To change the current audio file, open the overflow menu on the right and select Delete & Upload New File, then drag and drop the new file to apply it to the account.

Between the time one file is deleted and another is applied, Music On Hold will be set to None (Intermittent Beep).