Shared Parks creating conference calls

[contoured]

Somehow users are inadvertently creating a conference call when 3+ people try to retrieve the same parked call from SP at the same time. One of the users will grab the call and the other 2 users will end up on a conference call with each other.

Any ideas on what could be causing that?

We are using v15.5 with a cloud deployment. The phones are all Yealink T46S and they are behind a session border controller.

 

[YiannisH_3CX]

Hello @contoured

That is actually how shared parking works. What happens there is that the first agent gets the call parked in SP. The next agent actually dials the SP while it's empty. If that happens then the extension is actually "parked" in shared parking so the next agent that calls the SP will actually "pick up" the extension sitting in SP.
You can replicate this by dialling an empty SP. You should hear music on hold as you would if someone actually parked you in SP. Then press the same SP from a different phone. You will connect to the other extension.

 

[contoured]

Hello @contoured

That is actually how shared parking works. What happens there is that the first agent gets the call parked in SP. The next agent actually dials the SP while it's empty. If that happens then the extension is actually "parked" in shared parking so the next agent that calls the SP will actually "pick up" the extension sitting in SP.
You can replicate this by dialling an empty SP. You should hear music on hold as you would if someone actually parked you in SP. Then press the same SP from a different phone. You will connect to the other extension.

How can I turn that off? I only want to be able to place and/or retrieve parked calls.

 

[craigreilly]

1. The first person is answering the SP.
2. The next person it parking himself.
3. The third person picking it up.
It is happening so fast, that users aren't seeing the BLF change from RED to GREEN and thus the call is no longer on PARK.

So, perhaps 3cx could have a setting that wouldn't allow extensions to park an empty call - which is what is essentially happening on step 2.

Hello @YiannisH_3cx
Would it be possible to fix this? I know you'll say post an IDEA.

 

[contoured]

Thank you for your responses.

We would either need that or the ability to have parking orbits ring back after a set amount of time. Either of those solutions would solve this usage scenario issue we are having.

I did a lengthy feature request for on-demand queue pickup, but I think that is more far fetched than a simple ringback function.

 

[YiannisH_3CX]

So, perhaps 3cx could have a setting that wouldn't allow extensions to park an empty call - which is what is essentially happening on step 2.

Hello @YiannisH_3cx
Would it be possible to fix this? I know you'll say post an IDEA.

They are not actually parking an empty call. They are actually connect to SP, as SP slots are system extensions. And when the third person picks up the call the system is basically referring the call to that person. If you turn this off you basically turn of shared parking. So if an Idea was to be submitted that idea would have to be to change the entire Shared Parking feature.

An idea around this would be instead of parking the call and everyone rushes in to answer it you could transfer the call to a ring group or queue where all interested agents are members. Also if the call is not answered in the set amount of time it can be forwarded to any extension.

 

[craigreilly]

They are not actually parking an empty call.

They actually are parking an empty call - as I am not talking to another party. I simply pick up the phone. There is no other party. So I end up connecting myself to the SP instead of transferring a live call.
I understand why it works the way it does - but it would drive me nuts if this happened.