Understanding and managing call park policies in Microsoft Teams is crucial for the successful administration of the system, particularly for IT administrators preparing for the MS-700: Managing Microsoft Teams certification exam. With call park, a Teams user can put a call on hold and pick it up on a different Teams device. A call park policy determines who can park and retrieve calls, in what scenarios, and the maximum duration a call can remain parked.
Brief Overview of Call Park Policies
Call parking and retrieving in Teams is governed by the policy assigned to the user. Microsoft Teams provides a default global (Org-wide) call park policy that all users are assigned to. An administrator has the flexibility to change this global policy or create custom policies and assign them to users or groups.
Here are the settings that you can control:
- EnableCallParkAndRetrieval: this setting allows users to park calls and retrieve them on any Teams device.
- AutoRetrieveTimeout: this parameter configures the maximum duration, in seconds, that a call can remain parked. The allowed value is from 10 seconds up to 14400 seconds. If the call is not retrieved within the specified duration, it’s automatically returned to the user who parked the call.
- CallParkIdleTimeout: Configures how long to wait before returning to the person who parked the call if no one retrieves the parked call.
- PSTNRevertRouting: Determines whether a parked call that was originally from a PSTN source should revert to the person who parked the call via PSTN or via Teams.
Create a Call Park Policy in Teams
A new call park policy can be created using PowerShell. The following command can be used:
New-CsTeamsCallParkPolicy -Identity "HR Department" -Description "Call park policy for HR Department" -EnableCallParkAndRetrieval $true -AutoRetrieveTimeoutInSeconds 600
This command will create a new call park policy named ‘HR Department’ descriptioned ‘Call Park Policy for HR Department’ with Call Parking enabled and Auto-retrieve set to 10 minutes.
Assign a Call Park Policy
Once the policy has been created, it can be assigned to a user or a group. For assigning a policy to a user, you can use the following command:
Grant-CsTeamsCallParkPolicy -Identity "amanda@contoso.com" -PolicyName "HR Department"
This command assigns the ‘HR Department’ call park policy to the user ‘amanda@contoso.com’.
Similarly, to assign this policy to a group of users, we can use security groups.
Manage Call Park Policy
You can view the existing policies using the following command:
Get-CsTeamsCallParkPolicy
If you want to update a Call Park Policy, we use the following command:
Set-CsTeamsCallParkPolicy -Identity "HR Department" -AutoRetrieveTimeoutInSeconds 900
This will update the AutoRetrieveTimeoutInSeconds parameter in the ‘HR Department’ policy to 15 mins.
Understanding call park policy management in Microsoft Teams, especially the PowerShell cmdlets for creating, assigning, and managing the policies, will be very helpful when preparing for the MS-700 exam and in your role as a Microsoft Teams administrator.
Practice Test
True/False: Call park policies in Teams can only be applied at the individual user-level and not at an organization-wide level.
- True
- False
Answer: False
Explanation: Call park policies in Teams can be applied both at the organization-wide level and assigned to individual users.
True/False: The ability to manage call park policies requires Microsoft 365 or Office 365 admin role.
- True
- False
Answer: True
Explanation: To manage call park policies, you need to be assigned either the Teams Communications Support Engineer or Teams Communications Support Specialist role. These are part of the Microsoft 365 or Office 365 admin roles.
Multiple Select: Which of the following options can you configure in a call park policy?
- a) Maximum call pickup time
- b) Music on hold
- c) Visual notification for parked calls
- d) Call recording
Answer: a, b, c
Explanation: You can configure maximum call pickup time, music on hold, and visual notification for parked calls in a call park policy. Call recording is managed separately.
Single Select: The default setting for the maximum call time in a call park policy is:
- a) 45 minutes
- b) 30 minutes
- c) 15 minutes
- d) 60 minutes
Answer: b) 30 minutes
Explanation: The default maximum time a call can be parked is 30 minutes.
True/False: Any number range that you assign for call park must be unique and cannot overlap with other services.
- True
- False
Answer: True
Explanation: The number ranges assigned for call park orients the Microsoft Phone System about the calls’ exact location and must therefore be unique.
Single Select: The minimum call pickup time you can set for a parked call is:
- a) 0 minutes
- b) 5 minutes
- c) 2 minutes
- d) 15 minutes
Answer: c) 2 minutes
Explanation: The minimum call pickup time that you can set in a call park policy in Teams is 2 minutes.
Multiple Select: Who can assign call park policies?
- a) A Teams service administrator
- b) An Office 365 Global admin
- c) A Teams communication support specialist
- d) A Teams user
Answer: a, b, c
Explanation: Call park policies can be assigned by a Teams service administrator, Office 365 Global admin, and a Teams communication support specialist. Ordinary Teams users lack these privileges.
True/False: It is NOT possible to change call park policy settings using PowerShell commands.
- True
- False
Answer: False
Explanation: You can change call park policy settings using PowerShell. The Teams PowerShell Module allows admins to manage and automate their Teams environment more granularly.
Multiple Select: What information can you specify while creating a call park policy?
- a) Name of the policy
- b) Description of the policy
- c) Maximum park time
- d) Maximum number of users
Answer: a, b, c
Explanation: When creating a call park policy in Teams, you can specify the policy name and description, as well as the maximum park time. The maximum number of users is not a specification in call park policies.
True/False: It is possible for a user to simultaneously be part of multiple call park policies.
- True
- False
Answer: False
Explanation: Each user can only be part of one call park policy at a time. While users can switch between policies, simultaneous membership in multiple policies is not possible.
Interview Questions
What is a call park policy in Microsoft Teams?
A call park policy in Microsoft Teams is a set of permissions or features that determine the actions a user can take when handling incoming calls. It allows them to put the call on hold or “park” it and then pick it up on another device.
What permissions do you need to manage call park policies?
To manage call park policies, one must be granted the Teams Service Administrator role or Teams Communications Administrator role.
How can you assign a call park policy to a user in Microsoft Teams?
A call park policy can be assigned to a user in Microsoft Teams using the Teams admin center or using PowerShell commands.
Can the default call park policy in Microsoft Teams be modified?
Yes, the global (Org-wide default) call park policy in MS Teams can be customized, but it cannot be deleted.
How many call park policies can you have in Microsoft Teams?
You can create up to 1,000 custom call park policies in Microsoft Teams.
What is the PowerShell command to create a new call park policy in Microsoft Teams?
The PowerShell command is “New-CsTeamsCallParkPolicy”.
How can you view all call park policies of an organization in Microsoft Teams?
You can use the “Get-CsTeamsCallParkPolicy” PowerShell cmdlet to view all the call park policies in your organization.
Can a user have more than one call park policy assigned to them in Microsoft Teams?
No, each user can only be assigned one call park policy in Microsoft Teams.
How can you remove a call park policy in Microsoft Teams?
You can remove a call park policy in Teams by using the “Remove-CsTeamsCallParkPolicy” PowerShell cmdlet.
If a call park policy is not configured for a user, which policy will be applied?
If no specific call park policy is assigned to a user, the global (Org-wide default) policy will be used.
Does Microsoft Teams provide analytics of the Call Park feature usage?
Yes, through the Teams admin center you can access the Call Quality Dashboard (CQD) which has a Call Park usage report.
What is the maximum amount of time a call can be parked?
The maximum time a call can be parked in Microsoft Teams is 15 minutes.
Can I prioritize one call park policy over another?
No, the Teams does not support prioritization of call park policies. Only one policy can be assigned to a user at a time.
Can I assign a call park policy to a specific group in Microsoft Teams?
No, call park policies are assigned on a per-user basis, not by group.
Can a user retrieve a parked call from another device?
Yes, after a call is parked, it can be retrieved from any device logged into the user’s Microsoft Teams account.
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