Overview

Park Hold allows agents to place calls on hold for an extended period without keeping the line or their agent status occupied.
This is particularly useful when a caller needs to wait for a specific agent or when a call must be transferred between team members.

When a call is parked, the agent becomes available to handle other calls. The parked call remains visible in the team’s queue and can be retrieved by any authorised agent.

What Is Park Hold?

Park Hold functions as a shared hold area within Cirrus Halo. While the caller hears hold music, the agent’s status is released, enabling them to manage other interactions.

Other agents in the same group can retrieve the parked call when needed — ensuring efficient call handling and team collaboration.

💡 Tip: Use Park Hold when a customer wants to speak to a specific agent who is temporarily unavailable.

Terminology

Park Hold locations are sometimes referred to as slots, locations, or orbits — a reference to older telephony systems where limited hardware resources handled these features.

Licensing

Park Hold is included with Cirrus Halo and does not require additional licensing.

Configuration

Park Hold is configured using Routers and can be applied at a Group level.
This ensures that each department or team manages its own parked calls independently.

For example:

• The Service team can park calls separately from the Bookings team.
• Each team uses its own Park Hold Router for visibility and retrieval control.

📝 Note: Agent visibility of parked calls depends on the Agent Group linked to the Router.
If an agent is assigned to multiple Park Hold Routers, they will see all parked calls within those routers.

Step 1: Create a Park Hold Router

1. Go to Administrator → Routers.
2. Select Add Router.
3. Name the router — for example, Park or Service Park.
4. Configure the following parameters:
   1. Is Operator Queue: Yes
   2. Operator Queue Type: Park
   3. Specific Media Only: Yes (optional — enables media restriction)
   4. Media: Phone or Email (if Specific Media is selected)
   5. Music on Hold: Choose the desired hold music prompt

Step 2: Assign Agent Groups

1. Select the Groups tab within the Router.
2. Assign the Agent Group that needs access to the Park Hold Router.
3. Configure the Activation Delay value.

⚙️ Activation Delay:
This timer controls how long a call can stay parked before being returned to an agent.

• Setting the value to 0 means the call will immediately try to reconnect when the agent is free.
• Setting it higher than the default allows the call to remain parked longer, which prevents automatic return and reduces interruptions.
• It can also act as a recall timer — ensuring parked calls are not forgotten.

Step 3: Enable Park Hold Controls

Once the Park Hold Router is assigned, the Park and Private Park controls appear in the Cirrus Agent Toolbar.

• Park: Places the current call into the shared Park Hold queue.
• Private Park: Keeps the parked call visible only to the original agent.

📝 Note: When multiple Park Hold Routers are assigned to an agent, Halo automatically selects the first Router associated with that Agent Group. It’s not currently possible to manually select which Park Hold queue is used.

Step 4: Retrieve a Parked Call

When a call is parked, it appears in the Queue associated with the Park Hold Router.
Agents can retrieve the call in either of the following ways:

• Double-click the parked call in the queue.
• Open the options menu (vertical ellipsis) and select Retrieve Call.

💡 Tip: Use consistent naming conventions for Park Hold Routers (e.g. “Sales Park”, “Support Park”) so agents can quickly identify which queue to retrieve from.

Best Practices

Summary

Park Hold provides a simple way to manage long hold times and multi-agent call handling.
By configuring dedicated Routers and applying appropriate timers, Cirrus Admins can ensure parked calls are visible, retrievable, and managed efficiently by the right team members.

Next Steps:

• Review your Router configuration.
• Test the Park and Retrieve functions with your team.