Using call park in zoom

Using the call park feature, people can place a call on hold, allow another person to pick up the call from any phone or Zoom client using any phone or Zoom client that supports call park. It is possible to retrieve a call using the retrieval code that Zoom Phone generates after parking a call. The retrieval code can be used by any other phone user to resume the call if he or she has the retrieval code. A parked call can be routed based on whether it is answered after a specified amount of time, if the administrator sets routing rules for it.

This article covers:

• Call park compared to call transfer

• How to change call park settings (admin)

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

• How to park a call (desk phone)

• How to resume a parked call

Prerequisites for using call park

• Zoom Phone Pro and above license

• Zoom desktop client or mobile app, version 5.1.3 or higher

• Provisioned desk phone that supports call park

Call park compared to call transfer

Take note of the following differences when comparing call park with call transfer before you decide to use the call park service. Call park, if it fits with your use case, will help you decide whether or not it is right for you.

• It is possible to place a call on hold instead of immediately transferring it to an external number or a phone user’s extension instead of placing a call on hold.

• The retrieval code can then be used by another phone user to resume the call on any Zoom client or provisioned device.

• During the retrieval process, the device or client at the location where the code is being used must be belonging to the same account as the user who parked the call.

• The use of a call park is generally more beneficial in industrial settings where the users of the phone will not have desks or will not be present at their desks at all times. The intercom system can be used in a warehouse for example to announce the retrieval code immediately after a call has been parked, then another employee may be able to continue the call using one of the common area phones nearby.

How to change call park settings (admin)

A Zoom Phone administrator has the ability to change the amount of time a call can be parked (expiry time) and the way that calls are routed once the expiry time has expired.

1. Zoom’s web portal can be accessed by logging in.

2. You can access the Company Information by clicking on the Phone System Management link in the navigation menu.

3. If you have multiple sites, you will need to access the call park settings for each site in the following order:

   • It is a good idea to click the name of the site you want to edit if you enabled multiple sites.

   • The following steps should be followed if you have disabled multiple sites: Click on Account Settings.

4. To access the Settings tab, click on it.

5. Change the following settings in the Call Park section of the application:

   • Expired Period: This allows you to specify a time when parked calls will expire.

   • When a parked call is not picked up: Define what should happen when a parked call hasn’t been picked up after the expiration time has passed.

   • Call Park Location Assignment: Select a method of assigning parked calls to a BLF (Busy Lamp Field) key on each phone user’s desk phone, based on how the BLF (Busy Lamp Field) key is set. To make use of the BLF key, the key assignment on the desk phone must be set to Sequential so that users will be able to use it with the call park key on the desk phone

     • Random: If the call is parked at a randomly selected BLF key, the call will be parked at that key at random.

     • Sequential: When the next BLF key is available, park the call at that key.

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

1. The Zoom desktop client or Zoom mobile app can be accessed by logging in.

2. Calls can be made or received.

3. By using the in-call controls, you can click or tap More to find out more information.

4. Park can be accessed by clicking or tapping on it.
   The retrieval code will be displayed in a notification in the form of a 3-digit number (preceded by a *). The retrieval code will not be provided to you via an audio prompt.
   In order to park the call and place the other caller on hold, the other caller will have to hang up.
   

   Note: The call participant placed on hold will hear the default Zoom hold music when the call is placed on hold. In the current version, it is not possible to customize the hold music for calls that have been parked as of right now. 

5. Once the parked call has been retrieved, you will need to obtain the 3-digit retrieval code and send it to the user who will be answering the call once it is retrieved.
   

     Note: If you choose to resume the parked call and place it back to the same 3-digit retrieval number, you will be able to proceed. During the call duration of 30 seconds, the call will be parked back to the same 3-digit retrieval code, if the retrieval code hasn’t been released within that amount of time. The default reserve time for Zoom is 30 seconds, however you are able to request a change to that time by contacting Zoom.

How to park a call (desk phone)

Polycom VVX series

1. Calls can be made or received.

2. Tap or press the More button to learn more.

3. Then press or tap the Park button.
   There will be an audio prompt that announces the 3-digit retrieval code (preceded by a *). During the parked call, the other call participant will be put on hold while the other call participant is on hold.
   

   Note: Call participants who are on hold will be able to hear the default Zoom hold music during the call. In the current version of the software, the hold music for parked calls cannot be customized. 

4. The parked call will be answered by the phone user who will receive the 3-digit retrieval code that you wrote down.

Yealink T4 or T5 series

1. Calls can be made or received.

2. Then press or tap the Park button.
   During the retrieval process, an audio prompt will announce the 3-digit retrieval code (preceded by a *). During the call, the other participant will be placed on hold and the call will be parked.
   

   Note: When a call participant is on hold, the default Zoom hold music will be played. It is not possible to customize the hold music for calls that are parked at the moment. 

3. The parked call will be answered by the phone user who will receive the 3-digit retrieval code that you wrote down.

How to resume a parked call

The steps below can be followed by any phone user with a retrieval code if the call has been parked, in order for the call to be resumed.

1. Depending on the platform you are using, you will be able to access the dial pad. You can find more information about these topics by clicking the following links:

   • Whether it is a desktop client or a mobile app

   • Any supported desk phone
     For more information, please refer to the quick start guides for Polycom or Yealink

2. In order to retrieve the code, you need to dial and call the number. In order to dial the 801, you have to dial a star (*) before the code; for example, *801.
   It will be your responsibility to answer the parked call. You should park the call again or transfer the call if you are not the appropriate person to answer the call.
   

   Note: In the event that the call is parked, it can be resumed by returning it to the same 3-digit retrieval code as before. A call will be parked back to the same 3-digit retrieval code within a period of 30 seconds, if the call has not been parked back within that period of time, the retrieval code will be released. A change can be requested to the default reserve time of 30 seconds by contacting Zoom and requesting that it be changed. 

All content and images credit goes to https://support.zoom.us