Park a Call

Call parking puts an active call on hold at a shared parking number instead of on a single handset. Because the call is held centrally rather than on one phone, anyone can pick it up from another phone. This is useful when the current agent needs to hand a caller off but does not yet know exactly who will take over. This page walks through parking a call from the Queue Panel.

Before you start

Parking an agent’s active call requires the Call parking operation permission. Ask your system administrator to grant it if you do not already have it.

Caution

Without the Call parking operation permission, the Parked option will not work when you right-click a call. If you cannot park calls, confirm this permission has been granted before troubleshooting anything else.

Park an active call

1. Open the Cloud Voice App (Web or Desktop) and go to Call Center Console > Queue Panel.

   Note

   The Queue Panel is the live view of your call queues. The Active Calls panel lists every call that is currently connected to an agent.

2. In the Active Calls panel, move your pointer over the answered call you want to park.

3. Right-click the call and choose Parked.

4. Choose which party on the call to park (the parked party).

   The call is placed on the next free parking number. That party is put on hold, and Cloud Voice plays a prompt announcing which parking number the call is on so the other party knows where it can be retrieved.

   Note

   A parking number (also called a parking slot) is a temporary extension that holds the call. The call stays on that number until someone retrieves it, so make a note of the number the prompt announces.

   Tip

   To retrieve a parked call, dial the parking number that was announced from any phone or from the Cloud Voice App. This is what lets a different agent, or the same agent on another device, take over the call.