Motivation:

You call. You talk for a while with a customer service representative. It turns out there is a need to transfer you to the manager. Only problem the manager seems be on another call. Now does that mean you have to call again later? Or is there a way to have you listen at the meantime to relaxing music until the manager is available to take your call..?

The feature:

The customer service representative can park the call at the meantime on a special VoIP application server known as park/music server. You will here music, then after a while will be taken off hold. Sounds familiar right? This is the way it is currently done in the PSTN world. Well, only difference is that with a VoIP based CRM (Customer Relation management) system, you get the same service from machines, which their price is in the order of magnitude of a few thousands rather than a few millions…

How this can be accomplished:

Figure 1 below illustrates how this can be accomplished.