How to Use Call Park and Call Pickup in TSN Phone

Applies to: Windows 10/11, macOS, iPhone, iPad, Android, and Compatible Desk Phones
Difficulty: Intermediate
Estimated Time: 5–10 minutes

Overview

TSN Phone includes Call Park and Call Pickup features that help employees answer and transfer customer calls more efficiently. Call Park allows you to temporarily place an active telephone call into a shared parking location. Another authorized employee can retrieve that call from a different extension or device. Call Pickup allows you to answer a call ringing on another extension when you have the appropriate permissions. These features are particularly useful for receptionists, customer service teams, and offices where multiple employees help answer incoming calls. This guide explains how to park a call, retrieve a parked call, answer calls ringing on other extensions, and troubleshoot common issues.

Before You Begin:

  • Make sure you have an active TSN Phone extension.
  • Sign in to your approved TSN Phone application or use your assigned desk phone.
  • Confirm that your extension is connected.
  • Verify that Call Parking or Call Pickup is enabled for your extension.
  • Know the extension number of the coworker you want to assist.
  • Familiarize yourself with your organization’s approved feature codes.

Important: Call Park and Call Pickup must be enabled by True Synergy Networks. Available feature codes, parking locations, and permissions vary by organization.

Note: Not every employee needs these features, and they may be intentionally restricted.

Understanding Call Park

Call Park allows you to temporarily place an active call in a shared parking location.

For example:

  1. A customer calls your company’s reception desk.
  2. You answer the call.
  3. The customer asks to speak with a coworker.
  4. You park the call.
  5. TSN Phone assigns a parking location.
  6. You tell the coworker which parking location to retrieve.
  7. The coworker dials the parking location and speaks with the customer.

This allows the customer to remain connected to the phone system without needing to stay on your extension.

Example

A receptionist answers a customer call. The receptionist parks the call in location 701. The receptionist then tells a coworker: “You have a call parked on 701.” The coworker dials 701 and retrieves the caller.

Important: Parking locations are temporary holding locations, not permanent extensions.

Note: Your organization may use different parking numbers.

Call Park vs. Call Hold

Although both features temporarily pause a conversation, they work differently.

Call Hold

  • Keeps the call associated with your active call session.
  • Is normally resumed by you on the same calling application or device.
  • Is useful when you need a moment to check information.

Call Park

  • Places the call in a shared parking location.
  • Allows another authorized extension to retrieve it.
  • Is useful when handing a caller to someone using another telephone or workstation.

Recommendation: Use Hold for short pauses in your own conversation. Use Call Park when another employee needs to retrieve the caller.

Understanding Parking Locations

When a call is parked, the phone system assigns a parking location.
Common default PBXware settings use:

  • 700: Call parking access number.
  • 701–720: Available parking locations.

For example, if you park a call using the default parking access number, the system may announce that the call is parked on 701.

If location 701 is already occupied, the next available parking location may be assigned.

Important: These numbers are examples of common PBXware defaults. True Synergy Networks may configure different parking codes or locations for your organization. Always use your organization’s confirmed parking numbers.

Desk Phone — Park an Active Call

Step 1: Answer the Call

  1. Answer the incoming call on your desk phone.
  2. Speak with the caller.
  3. Determine which employee or department should receive the call.

Step 2: Tell the Caller

Before parking the call, tell the caller that you are connecting them with another employee.

Step 3: Park the Call

Using a supported PBXware feature-code method:

  1. While connected to the caller, initiate the phone system’s supported transfer or feature-code sequence.
  2. Enter the approved Call Park access code.
  3. Complete the sequence if prompted.

On systems using the common PBXware defaults, the in-call parking sequence may be: #700#
Some configurations use #700 without the final #.

Important: This is an in-call feature sequence, not a number to dial from an idle phone. Its operation depends on your phone’s transfer behavior and the organization’s configuration. If your desk phone has an assigned Park button, use that button according to the instructions provided by True Synergy Networks.

Step 4: Listen for the Parking Location

When the call is successfully parked:

  1. Listen for the system announcement.
  2. Write down or remember the parking location.
  3. Confirm that the call has been placed in the parking location.
  4. Finish the parking procedure as instructed by the phone system.

Example:

The system announces that the caller is parked on extension 701. That is the number the receiving employee should dial.

Step 5: Notify the Coworker

Tell the intended employee the parking location.
Important: Give the coworker the exact parking location announced by the system. Do not assume every parked call uses the same location.

Desk Phone — Retrieve a Parked Call

Step 1: Obtain the Parking Location

Ask the employee who parked the call for the assigned location. For example: 701

Step 2: Dial the Parking Location

  1. Pick up your handset or activate speakerphone.
  2. Enter the parking location.
  3. Press Call, Send, or the phone’s dialing control if necessary.

Step 3: Speak With the Caller

  1. Wait for the parked call to connect.
  2. Introduce yourself.
  3. Confirm that you are speaking with the intended caller.
  4. Continue the conversation.

Note: You may retrieve a parked call from a different authorized extension, not just the telephone used to park it.

Windows or Mac — Park a Call

Depending on the TSN Phone desktop application version, parking may be available through the call controls or an approved feature-code procedure.

Step 1: Answer the Call

  1. Open TSN Phone.
  2. Answer the incoming call.
  3. Speak with the caller.
  4. Determine who should receive the call.

Step 2: Open the Call Controls

  1. Locate Transfer, Park, or the available call actions.
  2. If Park is available, select it.
  3. Follow the application instructions.

If your application does not provide a Park button, True Synergy Networks may instruct you to use a supported transfer or in-call feature-code method instead.

Important: Do not enter an unverified parking code or complete a blind transfer to a parking access number unless that workflow has been confirmed for your organization’s configuration.

Step 3: Confirm the Parking Location

  1. Review or listen for the assigned parking location.
  2. Record the number.
  3. Confirm that the caller is parked.
  4. Notify the intended coworker.

Note: The application may display parking information differently depending on the version and enabled features.

Windows or Mac — Retrieve a Parked Call

Step 1: Open the Dialer

  1. Open the TSN Phone desktop application.
  2. Navigate to the dialer.
  3. Confirm that your extension is connected.

Step 2: Dial the Parking Location

  1. Enter the parking location supplied by your coworker.
  2. Click Call.
  3. Wait for the parked caller to connect.

Step 3: Continue the Call

  1. Confirm that the correct caller was retrieved.
  2. Introduce yourself.
  3. Continue the conversation.

Note: Your extension must have permission to retrieve parked calls.

iPhone or iPad — Park and Retrieve Calls

Supported TSN Phone mobile application versions may provide a visual Call Parking interface.

Step 1: Open TSN Phone

  1. Open the approved TSN Phone mobile application.
  2. Confirm that you are signed into your extension.
  3. Verify that you have an active internet connection.

Step 2: Park an Active Call

  1. Answer or place a telephone call.
  2. Open the available call actions.
  3. Locate Call Parking or Park, if available.
  4. Select the parking option.
  5. Review the assigned parking location.

Note: The visual parking feature requires the appropriate Call Parking service to be enabled for your extension.

Step 3: Retrieve a Parked Call

If the mobile application displays a list of parked calls:

  1. Open the Call Parking section.
  2. Review the available parked calls.
  3. Locate the intended caller.
  4. Tap the Pickup button beside the entry.
  5. Wait for the call to connect.

Depending on your application version, entries may identify:

  • The caller.
  • The employee who parked the call.
  • The parking slot number.

Important: Only retrieve calls you are authorized to handle.

Alternative: Dial the Parking Location

If a visual parking list is not available:

  1. Open the TSN Phone dialer.
  2. Enter the parking location supplied by your coworker.
  3. Place the call.
  4. Wait for the parked call to connect.

Note: Available mobile parking controls depend on the application version and your extension’s permissions.

Android — Park and Retrieve Calls

Step 1: Open TSN Phone

  1. Open the approved TSN Phone application.
  2. Confirm that you are signed in.
  3. Verify that the application is connected.

Step 2: Review Parking Options

  1. Answer an incoming call.
  2. Open the available call actions.
  3. Look for Park, Call Parking, or an approved transfer option.
  4. Follow the displayed instructions if parking is supported.

Note: Available parking controls may differ between Android application versions.

Step 3: Retrieve a Parked Call

If the application offers a visual parked-call list:

  1. Open the parking interface.
  2. Locate the parked call.
  3. Select Pickup.
  4. Wait for the call to connect.

Alternatively:

  1. Open the dialer.
  2. Enter the assigned parking location.
  3. Place the call.
  4. Speak with the caller.

Important: The Call Parking service must be enabled for supported visual parking and retrieval features.

Using Call Park With BLF Buttons

Some compatible desk phones have programmable BLF or line keys that can display parking locations. BLF stands for Busy Lamp Field.

A parking BLF key may allow an employee to:

  • See whether a parking location is in use.
  • Retrieve a parked call by pressing the assigned button.
  • Park a call into a designated location when the phone supports that workflow.

Retrieve a Call Using a Parking Button

  1. Locate the parking key on your desk phone.
  2. Confirm that the location is occupied, if indicated.
  3. Press the assigned button.
  4. Wait for the caller to connect.

Important: Parking buttons must be configured by True Synergy Networks. Do not reprogram your phone’s BLF keys without authorization.

Understanding Call Pickup

Call Pickup is different from Call Park. Call Pickup allows you to answer an incoming call that is currently ringing on another extension.

For example:

  1. A coworker’s desk phone begins ringing.
  2. The coworker is away from their desk.
  3. You use an approved Call Pickup feature.
  4. The incoming call connects to your extension.

This allows another authorized employee to assist the caller without waiting for the original recipient to answer.

Understanding Pickup Groups

Organizations may assign employees to Call Pickup Groups. A Pickup Group determines which extensions you are permitted to answer on behalf of.

For example:

Reception Group

  • Receptionist 1
  • Receptionist 2
  • Front Desk Assistant

Employees assigned to the appropriate pickup group may be able to answer calls ringing on one another’s extensions.

Important: Pickup Group membership is managed by True Synergy Networks. Not all employees can answer calls ringing on every other extension.

Desk Phone — Answer a Coworker’s Ringing Call

Step 1: Identify the Ringing Extension

Confirm that a coworker’s extension is ringing and that you are authorized to answer it.

Step 2: Use the Call Pickup Feature

If your extension belongs to an enabled Pickup Group, dial the approved pickup access code. A common PBXware default for pickup within your assigned group is: *8

  1. Pick up your handset.
  2. Dial the approved group pickup code.
  3. Wait for the call to connect.

Important: *8 is a common default and may be changed or disabled by your organization. If the feature is unavailable, contact True Synergy Networks.

Step 3: Answer the Caller



How to Pick Up Calls Outside Your Group

Some TSN Phone organizations permit authorized users to pick up calls outside their immediate Pickup Group. A common PBXware default for broader Call Pickup is: *88 However, this capability may be disabled or restricted.

Important: Do not assume that *88 allows you to answer every call in your organization. Only use broader pickup when True Synergy Networks has authorized it for your extension.

Call Park vs. Call Pickup vs. Call Transfer

These features serve different purposes.

FeaturePurpose
Call HoldTemporarily pause your current conversation
Call ParkPlace an active call in a shared location for later retrieval
Call PickupAnswer a call ringing on another extension
Blind TransferSend an active caller to another destination
Attended TransferSpeak with the recipient before transferring the caller

Tip: If you know exactly who should receive a call and they are available, an attended transfer may be more appropriate than parking. Call Park is particularly useful when the receiving employee must retrieve the call from another phone or location.

What Happens if a Parked Call Is Not Retrieved?

Parked calls are generally subject to a timeout. If nobody retrieves the call before the configured timeout, the phone system may attempt to return it to the extension that originally parked it.

What You Should Do

  1. Pay attention to the parking location.
  2. Notify the receiving employee promptly.
  3. Confirm that the employee knows a call is waiting.
  4. Avoid leaving customers parked for an extended period.

Important: The parking timeout and fallback behavior are configured by True Synergy Networks and may vary by organization. If a parked call returns to your extension, answer it and assist the caller.

Troubleshooting

I Cannot Park a Call

If parking fails:

  1. Confirm that the call is still active.
  2. Check whether your extension has Call Parking enabled.
  3. Verify that you are using the approved parking method.
  4. Review any error message.
  5. Contact True Synergy Networks if the problem continues.

Note: A parking feature code may work differently depending on the telephone or softphone in use.

I Do Not Hear a Parking Location

If no parking slot is announced:

  1. Check whether the call was actually parked.
  2. Review the available application controls.
  3. Check for a parking indicator or parked-call list.
  4. Do not guess a slot number.
  5. Contact True Synergy Networks if the location cannot be determined.

I Cannot Retrieve a Parked Call

If dialing the parking location fails:

  1. Confirm that the parking number is correct.
  2. Verify that the caller has not already been retrieved.
  3. Check whether the parked call has timed out.
  4. Confirm that your extension is permitted to retrieve parked calls.
  5. Contact True Synergy Networks if the issue continues.

My Parking Location Is Already Occupied

If a specific parking location is unavailable:

  1. Avoid placing another call into that occupied location.
  2. Use the approved automatic parking procedure if available.
  3. Listen for the newly assigned parking location.
  4. Notify the receiving employee of the correct slot.

Important: Never assume that a parking location is empty simply because you cannot see an active call.

I Cannot Pick Up a Coworker’s Call

If Call Pickup does not work:

  1. Verify that the coworker’s phone is actually ringing.
  2. Confirm that you are using the approved pickup code.
  3. Check whether your extension belongs to the appropriate Pickup Group.
  4. Verify that the call has not already been answered or redirected.
  5. Contact True Synergy Networks if the issue continues.

Note: Call Pickup permissions must be configured by your organization’s phone system administrator.

Call Pickup Says the Feature Is Unavailable

If the system indicates that pickup is unavailable:

  1. Confirm that you entered the correct code.
  2. Verify that the intended call is still ringing.
  3. Do not repeatedly dial different feature codes.
  4. Contact True Synergy Networks.

Important: Some organizations intentionally restrict Call Pickup for privacy or operational reasons.

A Parked Call Returned to My Phone

If a parked call starts ringing on your extension again:

  1. Answer the call.
  2. Explain that you are still trying to connect the caller.
  3. Determine whether the intended recipient is available.
  4. Transfer, park again if appropriate, or assist the caller directly.

Note: Parked calls may return after the configured parking timeout.

My Desk Phone Parking Button Does Not Work

If a BLF parking key is not responding:

  1. Confirm that your phone is connected.
  2. Verify that the intended parking location is active.
  3. Check whether the button is configured for parking.
  4. Try the approved manual parking procedure if available.
  5. Contact True Synergy Networks if the issue continues.

Important: Do not modify device provisioning or programmable key configuration without authorization.

I Cannot See Parked Calls in the Mobile Application

If the Call Parking section is missing:

  1. Confirm that you are using the approved TSN Phone mobile application.
  2. Verify that your account is connected.
  3. Check whether the Call Parking service is enabled.
  4. Close and reopen the application.
  5. Contact True Synergy Networks if the feature remains unavailable.

Note: Some application versions or account configurations may not provide a visual parking interface.

Additional Information

  • Call Park allows active calls to be retrieved by other authorized extensions.
  • Common PBXware defaults use 700 for Call Park and 701–720 for parking locations.
  • Parking locations may be customized by True Synergy Networks.
  • Parked calls may return to the original extension after a configured timeout.
  • Call Pickup allows authorized employees to answer calls ringing on other extensions.
  • Call Pickup Groups determine which employees can answer one another’s calls.
  • Common PBXware defaults include *8 for group pickup and *88 for broader pickup.
  • Some desk phones support dedicated Call Park and Pickup buttons.
  • Supported mobile applications may display parked calls visually.
  • True Synergy Networks manages feature access, pickup group membership, parking destinations, and related configuration.

Security Reminder: Only retrieve calls or answer coworkers’ extensions when you are authorized to do so. Verify callers before discussing confidential information, and avoid announcing sensitive customer details when notifying coworkers about parked calls. Never attempt to use feature codes to bypass your organization’s calling restrictions. If you notice unexpected call behavior or unauthorized access to parked calls, contact True Synergy Networks immediately.