Park a Call

Parking a call holds it on a shared slot (a “parking number”) instead of on your own phone, so a teammate can resume the conversation from any other extension. Use it when the caller needs to reach someone who is not at their desk. The steps below walk through parking an active queue call.

Park vs. hold

A normal hold keeps the call locked to your phone: only you can take it back. Parking moves the call to a shared parking number, so anyone in the system can retrieve it from a different phone.

Before you start

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

Caution

Without the Call parking operation permission, the Parked option will not be available in the right-click menu. Confirm the permission is granted before you try to park a call.

Park an active call

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

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 the party you want to park.

   The call moves to the first available parking number. Cloud Voice places that party on hold and plays a voice prompt to the other party, announcing which parking number to use when retrieving the call.

   Retrieving the call

   To pick the call back up, a colleague dials the parking number stated in the prompt from any phone. Note or share that number so the call is not left waiting.