Park a Call on Your Main Line
    • 11 May 2024
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    Park a Call on Your Main Line

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    Article summary

    Dialpad's Call Park feature allows agents to manage large volumes of incoming calls by moving them to a "parking lot" where teammates can pick them up from another extension. To park a call, select "More" and then "Park call to main line." The call will be placed in the Parked section of the Main Line's inbox for another team member to handle. To unpark a call, go to the Parked section of the Shared Line inbox, select "Take call," and connect with the caller. For Polycom VVX phones, park a call by selecting "More" and clicking "Park," and unpark a call by selecting "More," then "Parked Calls," and finally choosing the desired call and clicking "Unpark." On Yealink devices, park a call by selecting the Park button during an active call, and unpark a call by selecting the More button, then Parking, and finally choosing the desired call and selecting Unpark.

    Need to manage large volumes of incoming calls? Dialpad's Call Park feature allows Agents to handle calls as a team by moving incoming calls to a "parking lot" where teammates can then pick up the calls from another extension. 

    Let's take a look at how parking a call works.

    Who can use this feature

    Call parking is available to customers on the Pro and Enterprise plans, but you must reach out to our Support Team to enable it.

    An Office can park up to 50 calls at a time on their Main Line. 

    Park a call

    To park a call: 

    1. Select More 
    2. Select Park call to main line 

    Dialpad will park the call and place it in the Parked section of the Main Line's inbox, ready for another team member to take over.

    Tip!
    The maximum hold time for the Mainline determines how long a call can be parked before being answered. If not answered, it will route to the Mainline's fallback option, preventing callers from getting stuck in a loop. 

    Unpark a call 

    To unpark a call from the Dialpad app, navigate to the Parked section of your Shared Line inbox.

    Here you'll see the caller's name, or Caller ID, as well as who parked the call and at what time.

    Select Take call to join the call and connect with the caller. 

    take_parked_call.png

    Park a call — Polycom VVX (OBi edition)

    To park a call on a Polycom VVX (OBi Edition) phone, select More and click Park.

    poly_park.png

    Dialpad will park the call on the Main Line for any other team member to claim.

    poly_park_succesful.png

    Unpark a call — Polycom VVX (OBi edition)

    To unpark a call using a Polycom VVX (OBi Edition) device:

    1. Select More (while not on an active call)
    2. Select Parked Calls to see the number of calls parked on the Main Line
      poly_parked_calls.png
    3. Select the desired call and click Unpark
      poly_unpark.png

    To park a call on your Yealink device, select the Park button during an active call. 

    park_call_yealink.png

    To unpark a call on your Yealink device: 

    1. Select the More button on your Yealink device
      yealink_more.png
    2. Select Parking
      yealink_parking.png
    3. Select the desired call 
    4. Select Unpark 
      unpark_yealink.png

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