Using call park

Call park allows phone users to place a call on hold and let another phone user 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.

Note: If using multiple sites, the device or client using the retrieval code must belong to the same site as the phone user who parked the call.

This article covers:

• Call park compared to call transfer
• How to change call park settings (admin)
  • Change the call park setting for the entire account
  • Change the call park setting for sites
  • Change the call park setting for a group
  • Change the call park setting for a user or common area
• How to configure aim call park (optional)
• How to park a call
• How to resume a parked call

Prerequisites for using call park

• Zoom Phone Pro and above license
• Zoom desktop app
  • Windows: 5.1.3 or higher
  • macOS: 5.1.3 or higher
  • Linux: 5.1.3 or higher
• Zoom mobile app
  • Android: 5.1.3 or higher
  • iOS: 5.1.3 or higher
• Zoom Web App
• Provisioned desk phone that supports call park

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 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 who parked the call.
• Generally, call parks are beneficial in industrial settings where phone users may not have desks or be present at their desks. For example, in a warehouse, you can park a call, then announce the retrieve code over the intercom, and then another employee can resume the call using a nearby common area phone.

How to change call park settings (admin)

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

Change the call park setting for the entire account

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Zoom Phone tab.
4. Under General, click the Call Park toggle to enable or disable it.
5. If a verification dialog displays, click Enable or Disable to verify the change.
6. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.
7. Change the following settings:
   • Expiration Period: Specify an expiration time for parked calls. After the expiration period ends, the retrieval code is no longer valid and a new code will be generated.
   • When a parked call is not picked up: Specify how parked calls are routed after the expired time has elapsed.
   • Call Park Location Assignment: Select a method for how parked calls are assigned to a BLF (Busy Lamp Field) key on phone users’ desk phones.
     Note: The key assignment must be set to Sequential for users to use with the call park BLF key on the desk phone.
     • Random: Park the call at a randomly selected BLF key.
     • Sequential: Park the call at the next available BLF key.
   • Music on Park: Select if you want to play the Default music or Edit the music to play audio that you add or choose from your asset library.
   • Call Park Sharing: Allow sites to share parked calls with member sites.
     1. Click Manage Site Groups.
        You will be directed to the Site Groups page.
     2. At the top of the page, click Add, then add the site group:
        • Group name: Enter a group name.
        • (Optional) Description: Enter a description.
        • Member sites: Click + Add Sites to search for and select sites, then click Save.
          Note: You can add up to 15 member sites.
        • Click Save.
     3. (Optional) Add sites to groups:
        1. Click a site group name.
        2. At the top of the page, click + Add Sites.
        3. Search for and select sites, then click Save.
           The sites will be added to the group.
        4. (Optional) To the right of site you want to remove, click the trash icon . If a confirmation window appears, click Confirm.
     4. (Optional) To the right of the site you want to remove, click Delete. If a confirmation window appears, click Delete.

Change the call park setting for a group

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click User Management, then Groups.
3. Click the name of the group you want to edit.
4. Click the Zoom Phone tab.
5. Under General, click the Call Park toggle to enable or disable it.
6. If a verification dialog displays, click Enable or Disable to verify the change.
7. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.
8. Change the following settings:
   • Expiration Period: 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.

Change the call park setting for sites

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Phone Management, then Company Info.
3. Click the name of the site you want to edit.
4. Click the Policy tab.
5. Under General, click the Call Park toggle to enable or disable it.
6. If a verification dialog displays, click Enable or Disable to verify the change.
7. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.
8. Change the following settings:
   • Expiration Period: 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.
   • Call Park Location Assignment: Select a method for how parked calls are assigned to a BLF (Busy Lamp Field) key on phone users’ desk phones.
     Note: The key assignment must be set to Sequential for users to use with the call park BLF key on the desk phone.
     • Random: Park the call at a randomly selected BLF key.
     • Sequential: Park the call at the next available BLF key.
   • Music on Park: Select if you want to play the Default music or Edit the music to play audio that you add or choose from your asset library.
   • Call Park Sharing: Allow sites to share parked calls with member sites.
     1. Click View my site group.
     2. View the member sites set up for your site group.

Change the call park setting for a user or common area

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Phone System Management, then Users & Rooms.
3. Click the Users or Common Areas tab, then click their name.
4. Click the Policy tab.
5. Under General, click the Call Park toggle to enable or disable it.
6. If a verification dialog displays, click Enable or Disable to verify the change.
7. Change the following settings:
   • Expiration Period: 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 configure aim park call (optional)

Follow these steps to assign a dedicated line key for parking a call at a designated location. Parked calls on desk phones and the Zoom desktop client will always use the set line key and retrieval code for parked calls. We recommend you don't assign a line key if limited line keys on your desk phone, or if you don't want to reserve a line key and retrieval code.

Notes:

• You must have call park enabled.
• After a call park or private call park line has been configured in the keys and positions settings, account owners and admins can enable those lines to appear on Zoom desktop and mobile apps.

1. Sign in to the Zoom web portal.
2. Click Phone.
3. Click the Settings tab.
4. In the Keys & Positions section, click View or Edit.
5. Click Manage Key.
6. Click Set Key next to the line key you want to set for call park.
7. In the drop-down menu, select Call Park and select a retrieval code.
8. Click Save.
   The selected line key(s) in the device will serve as an aim call park key which during an active call you can press to park and press again to retrieve.

How to park a 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 site as the phone user who parked the call.

1. Access the dial pad using one of the following platforms. Follow these links for more information:
   • Desktop client, mobile app, or Zoom Web App
   • Any supported desk phone
     Note: See the quick start guides for Polycom or Yealink.
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.
   Note: You can resume the parked call and place it back to the same 3-digit retrieval code. The call will be parked back to the same 3-digit retrieval code within a call duration of 30 seconds, otherwise the retrieval code will be released. You can contact Zoom to request a change to the default reserve time of 30 seconds.