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Using call park Follow

Call park allows phone users to place a call on hold and let another phone user to resume the call from any phone or Zoom client. After parking a call, Zoom Phone generates a retrieval code. Any other phone user can use the retrieval code to resume the call. Admins can set routing rules if parked calls are not answered after a specified amount of time.

This article covers:

Prerequisites

Note: You can also park a call using a DTMF code.

Call park compared to call transfer

Before using call park, take note of the these differences when compared to call transfer. This will help you determine if call park fits your use case.

  • The call is placed on hold instead of being directly transferred to an external number or a phone user's extension.
  • Another phone user can use the retrieval code to resume the call at any provisioned device or Zoom client.
  • The device or client using the retrieval code must belong to the same account as the phone user that parked the call.
  • Generally, call park is beneficial in industrial settings where phone users may not have desks or be present at their desk. For example, in a warehouse, you can park a call then announce the retrieve code over the intercom, then another employee can resume the call using a common area phone.

How to change call park settings (admin)

Zoom Phone admins can change how long long a call can be parked (expiry time) and how calls are routed once the expiry time is met.

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management then Company Info.
  3. Access the call park settings depending on if you have multiple sites:
    • If you enabled multiple sites: Click the name of the site you want to edit.
    • If you disabled multiple sites: Click Account Settings.
  4. Click the Settings tab.
  5. In the Call Park section, change the following settings: 
    • Expired Time for a Parked Call: Specify an expiration time for parked calls.
    • When a parked call is not picked up: Specify how parked calls are routed after the expired time has elapsed.

How to park a call (desktop client or mobile app)

  1. Sign in to the Zoom desktop client or mobile app.
  2. Make or receive a call.
  3. Click or tap More using the in-call controls.
  4. Click or tap Park.
    You will see a notification with the 3-digit retrieval code (preceded by *). You will not hear an audio prompt stating the retrieval code.
    The call will be parked and the other call participant will be placed on hold.
    Note: The call participant on hold will hear the default Zoom hold music. Currently, you can't customize the hold music for parked calls.
  5. Take note of the 3-digit retrieval code and send it to the phone user who will answer the parked call.

How to park a call (desk phone)

Note: Make sure you have a desk phone that supports call park. These are generic instructions. If you need more help, refer to the manufacturer's support site.

Polycom VVX series

  1. Make or receive a call.
  2. Press or tap More.
  3. Press or tap Park.
    An audio prompt will announce the 3-digit retrieval code (preceded by *). The call will be parked and the other call participant will be placed on hold.
    Note: The call participant on hold will hear the default Zoom hold music. Currently, you can't customize the hold music for parked calls.
  4. Take note of the 3-digit retrieval code and send it to the phone user who will answer the parked call.

Yealink T4 or T5 series

  1. Make or receive a call.
  2. Press or tap Park.
    An audio prompt will announce the 3-digit retrieval code (preceded by *). The call will be parked and the other call participant will be placed on hold.
    Note: The call participant on hold will hear the default Zoom hold music. Currently, you can't customize the hold music for parked calls.
  3. Take note of the 3-digit retrieval code and send it to the phone user who will answer the parked call.

How to resume a parked call

After a call is parked, any phone user with the retrieval code can follow these steps to resume the call.

Note: The device or client using the retrieval code must belong to the same account as the phone user that parked the call.

  1. Access the dial pad using one of the following platforms. Follow these links for more information:
  2. Dial and call the retrieval code. Make sure to dial star (*) before the code; for example, *801.
    You will answer the parked call. If you aren't the correct person to answer the call, park the call again or transfer the call.