Call park

Dialpad's Call Park feature allows you to move incoming calls to a parked area where the appropriate members of your team can then pick up the calls from another extension. This feature makes it easy for businesses to manage incoming calls.

If you’re not familiar with it, Call Parking is an increasingly popular business phone system feature. And for good reason.

No, we’re not talking about iPhones parallel parking outside your local supermarket. Instead, picture a kind of multi-device, super organized system for taking a bunch of incoming calls—at once.

So, why exactly would businesses need something like this? Great question.

In this post, we’re going to show you how Call Parking works and how you can make it work for your team.

First, let’s look at what Call Parking is. Park yourself on a comfy seat and let’s get into it.

What is Call Parking?

So, what exactly is Call Parking?

We’ve already established that Call Parking is a new kind of business phone tool for incoming calls. That’s part of it. Putting a call in park is not too different from a good old-fashioned hold—but the two features aren’t exactly the same.

Essentially, Call Parking does allow you to place an active call on hold.

The difference is that you can then continue talking on another call park extension number. The parked caller will hear your chosen hold music, but, unlike in a traditional call hold scenario, they won’t stay connected to the original phone line.

Instead, they’re placed in a communal “Call Parking Lot” where another available agent can pick them up. In other words, a call remains “parked” until someone picks it up again. This is a super valuable too

l—why? Because it offers that all-important flexibility that busy contact centers need.

With Call Parking, a customer support agent can give themselves a moment to prepare before answering or transferring calls to other teammates.

It’s pretty straightforward, and you can do this in Dialpad in literally a click:

Need to move your incoming call to a parking area where someone else on your team can pick up the call later from another extension? This is probably the easiest way to do it.

So there we have it. Easy incoming call management for up to one hundred simultaneous calls.

How do parked calls work exactly?

Okay, time to get into the nitty-gritty. How do parked calls actually work?

Basically, a Call Parking tool works from a private call network that only authorized users can access. Any of these pre-authorized users can pick up the calls that end up in the “Call Parking Lot,” making it the perfect distribution system for contact centers or departments with lots of shared calling responsibilities.

Call agents have a few options. They can:

  • Pick up the call directly

  • Put the call into the call park

  • Pick up a parked call

  • Transfer a parked call

👉 Dialpad tip: With Dialpad, it’s quick and straightforward to park a call on your Main Line, and the Call Parking feature is available on Dialpad Pro and Enterprise plans.

How to start parking calls in a few easy steps from a business phone

Call Parking works with many different business communications setups, including VoIP systems, IP phones, physical desk phones, cloud contact center phone systems, and different devices (Android, iOS) that connect to your main network.

For example, with Dialpad’s cloud phone system (and our Dialpad-approved Obi-edition Polycom desk phones), you can start doing Call Parking instantly.

Oh, and because Dialpad is browser-based, meaning we won’t force you to download an app just to get the full Dialpad experience, you can even park calls right from your web browser.

👉 Dialpad tip: You can even access Call Parking features via the designated Dialpad mobile app for Android and iOS. (Check out more Dialpad-supported desk phones.)

Now, with your device of choice ready, all you have to do is to park a call on your Main Line.

If you’re parking a call from your desktop or mobile app

Wondering how you’d go about using Call Park? It’s easy to configure and use—if you’re in Dialpad:

Step 1: Enter the Dialpad app or log in on your web browser.

Step 2: Once you’re on an active call, select Park.

Step 3: Dialpad will park the call on the Main Line for another team member to pick up.

Step 4: Pick up your next call or go back to whatever you were doing!

To un-park or pick up a call:

Step 1: Choose the Main Line you want to pick up the call on from your list of departments.

Step 2: Select Park > Take call.

Step 3: From the list of parked calls, choose the caller ID you want to un-park / pick up:

That’s it!

If you’re parking a call from Polycom VVX OBi

If you want to park a new call from your desk phone, the process is very similar:

Step 1: Pick up your desk phone device during an active call.

Step 2: Select More > Park.

Step 3: Dialpad will park the call on the Main Line for your teammate to pick up. Done!

To un-park or pick up a call from the Dialpad app:

Step 1: Select More while you’re not on an active call.

Step 2: You’ll see all the calls parked on the Main Line.

Step 3: Select Parked calls to pick up any of the parked calls.

It really is that easy.

With Dialpad’s Call Parking features, you can park up to 100 simultaneous incoming calls on your Main Line for your teammates to pick up. Now that’s teamwork...

Did you know? There are 2 main types of Call Parking

There are two ways you can do Call Parking. You can think of these a bit like a single versus multi-story car park—or, simple versus advanced Call Parking.

Let’s take a look at the main differentiators:

Simple Call Parking

Call agents can park active calls using the Call Park feature and then continue that same call by reconnecting to the caller they placed in a virtual parking space.

Advanced Call Parking

With an advanced Call Parking system, agents can park active calls to be picked up later by specific call agents (for example, agents with a certain skill or from a particular department).

Advanced Call Parking systems will even let you place incoming calls in “private” parking spots, where only authorized agents will be able to pick them up.

3 main benefits of having a Call Park phone system feature

We often hear people comparing Call Parking and Call Holding. So what’s so much more beneficial about Call Parking? Call Parking offers a stack of extra advantages when it comes to flexibility, efficiency, and productivity in the contact center.

1. It’s more efficient than putting someone on hold

First thing’s first, Call Parking is great if your business needs to take lots of calls on a regular basis. It just takes a lot of the headaches out of traditional phone systems that make call management just a tiny bit more difficult than it needs to be.

If you’ve ever found yourself wondering why placing someone on hold requires pressing three different buttons or why people always seem to accidentally hang up on customers while transferring a call, then Call Parking could be the solution for you.

👉 Dialpad tip: With Dialpad’s Call Parking features, all you have to do once you answer a call is click the park button on your screen. From there, the call will be parked on the Main Line, and Dialpad will confirm this with handy messaging on your screen.

Call Parking is great for call-heavy industries and particularly beneficial for contact centers that are juggling busy incoming phone lines. (Healthcare practices, for example, can use call park features for call routing, so that patient calls and inquiries can be taken more effectively and efficiently.)

2. It avoids those dreaded dead-ends

Another major advantage of Call Parking systems is that you’ll be able to wave goodbye to voicemail dead-ends. What does this mean exactly?

A voicemail dead-end is the frustrating situation when an incoming phone number is forwarded directly to voicemail. For the caller, this is the dead-end.

With Call Parking, on the other hand, you can place calls in a virtual parking space where another agent will be open for call pick-up as soon as they become available. It reduces the number of voicemails to follow up with later, and can help improve call resolution and customer satisfaction exponentially.

3. It connects your callers with humans

Last but certainly not least, Call Parking means that your callers get to talk to an employee in person. Every single time.

They will never be brushed off to voicemail. Instead, they just spend a short time in the parking lot until someone becomes available to speak with them in person.

👉 Dialpad tip: If you have VIP customers, you can create priority parking spaces so that their calls get picked up first. (You may not want to advertise that though.)

Park calls to pick up from anywhere—literally

Whether you’re working at a growing small business or a huge enterprise, Call Parking is an important feature to have if you’re on the phones all day, every day.

In terms of incoming call organization and management, this is one of those things that most people probably don’t even think about, unless they work in a contact center. Then, it’s crucial.

If you don’t want your incoming callers to go to voicemail all the time, or want to make sure they always reach a human the first time around, then check out Call Parking.

We think of it as the next-generation hold, only it’s much more flexible—especially if you have a distributed team that’s taking calls from all around the world.

Frequently Asked Questions

Where are calls parked?

The calls are parked on the Main Line.

How is Call Parking different from Hold?

When you put a caller on hold, they’re still technically connected to your line until you take them off hold or transfer them somewhere else. Call Parking moves that call to a Parking Lot (a shared area) where it can be retrieved by anyone with access to the lot.

What does the caller experience while parked?

The caller will hear your hold music while the call is parked.

How long will a call remain parked for?

Calls will remain parked until someone picks them up or the caller hangs up.

How much does Call Parking cost?

Call Parking is an optional feature available on Pro and Enterprise plans. Reach out to our Support to get this enabled.

How many calls can be parked at a time?

You can have up to one hundred calls parked, per office, at a time.

Which desk phones can I use to park calls?

You can read more about Dialpad’s desk phone compatibility here.

Can a parked call be picked up from a shared desk or room phone?

Yes, parked calls can be picked up from virtually any phone connected to the Dialpad network.

Can a call be picked up from a mobile device?

Yes, Call Parking works on Dialpad mobile apps for Android and iOS.