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 that parked the call.

This article covers:

Prerequisites for using 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.

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.
  2. In the navigation menu, click Account Management, then Account Settings.
  3. Click the Zoom Phone tab.
  4. Click the toggle to enable Call Park, if it's not enabled, then change the following settings: 
    • Expired 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. 

Change the call park setting for sites

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management, then Company Info.
  3. Click the name of the site you want to edit.
  4. Click the Policy tab.
  5. Click the toggle to enable Call Park, if it's not enabled, then change the following settings:
    • Expired 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. 

Change the call park setting for a user

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Phone System Management, then Users & Rooms.
  3. Click the Policy tab.
  4. Click the toggle to enable Call Park, if it's not enabled, then change the following settings:
    • Expired 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 you don't want to reserve a line key and retrieval code.

Note: You must have call park enabled.

  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 (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.
    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.

How to park a call (desk phone)

Notes:

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 park a call (Zoom Web App)

  1. Sign in to the Zoom Web 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.
    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.

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 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.
    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.