Call Parking is a VoIP feature that allows a user to place a live call on hold in a shared “parking spot” so that another user can retrieve it from a different phone or extension. It’s especially useful in busy office environments or call centers where calls need to be seamlessly handed off to other team members.
Here’s a more detailed explanation:
What it is:
Call Parking temporarily puts a caller on hold in a numbered slot (like a virtual shelf). Any user on the system can then “pick up” the call by dialing that slot number — often announced or displayed on screen.
How it works:
An agent receives a call and presses the “park” button, assigning it to a parking extension (e.g., *101). The system holds the call while playing hold music, and the agent notifies the intended recipient to retrieve it by dialing the same code from any VoIP-enabled device.
Benefits:
- Smooth call transfers: No need to place calls on hold while tracking down the right person.
- Flexibility: Any team member can retrieve the call from any device or location within the network.
- Boosts responsiveness: Reduces caller wait time and agent confusion during internal transfers.
- Professional caller experience: Keeps the call alive with hold music or custom messages.
Key components:
- Parking extensions: Unique codes used to store and retrieve parked calls.
- Visual indicators: Some systems show parked calls on dashboards or phone displays.
- Hold settings: Music or messaging while the caller waits.
- Timeout rules: If no one picks up, the call returns to the original user or voicemail.
Why it’s beneficial:
Call Parking enhances team collaboration and internal call flow. It’s ideal for shared workspaces, front-desk teams, or customer support setups where calls need to be passed between departments quickly — without leaving callers waiting or forcing transfers to fail.