Call Park

Overview

Call Park lets a user place an active call into a holding state on the PBX so that the same user — or any colleague — can retrieve the call from a different device or extension. It’s the right tool whenever a call needs to “wait” for a person rather than a place: pass a caller to a coworker who isn’t sitting next to a phone, walk between offices without dropping the call, or move from a desk phone to the mobile app mid-conversation.

Call Park is a tenant-level feature included with the VeloPBX licence — there is no extra cost or add-on. Every extension under the tenant can park and retrieve calls using Feature Access Codes (FACs) dialled like any other extension number.

Note: Call Park is not the same as call hold. Hold is local to one device — only the phone that put the call on hold can resume it. Park is global to the tenant — any authorised extension can retrieve the parked call from anywhere.

How Call Park Works

VeloPBX uses a cloud-native parking model. Unlike legacy PBXs, it does not require you to create dedicated “parking spot” extensions, register them, or maintain Dialog Event subscriptions. Instead, the extension number itself acts as the parking reference.

The mechanism

1. A user dials a Feature Access Code (e.g. *68) and transfers the active call to it. The call enters a parked state on the PBX.
2. While parked, the caller hears music on hold.
3. The PBX delivers a SIP NOTIFY carrying the park-info event to the target device(s). The notification carries who parked the call, where it is parked, and how to retrieve it.
4. A user dials the retrieve FAC (e.g. *88) — or presses a dedicated soft key on a supported phone — and is reconnected to the caller.

Two parking modes

VeloPBX supports two complementary parking modes; you can use either or both within the same tenant.

Recall

If a parked call is not retrieved within the configured Recall Timer, the PBX recalls it according to the group’s recall policy — back to the parking user, to a Ring Group, or both in sequence. Recall prevents callers from sitting in music-on-hold indefinitely.

Configuring Call Park

The standard 68 / 88 FACs work out of the box for every extension — no tenant-side configuration is required to start parking calls. Call Park Groups are the optional team layer that needs setup.

Where to find it

1. Sign in to the VeloPBX Web Portal at https://pbx.fortis-tele.com:8887.
2. From the left menu, open Advanced Services → Call Park.

Group rules and limits

Before creating groups, be aware of the following:

• A user can belong to only one Call Park group at a time.
• A Call Park group can include only users from the same tenant (businessname.local).
• A tenant may create multiple Call Park groups (e.g. one per team).
• Group names must be unique within the tenant.

Create a Call Park Group

1. On Advanced Services → Call Park, click Add. The Settings screen appears.
2. Group Name — enter a unique, descriptive name (e.g. Sales, Front Desk). Required.
3. Configure the Recall destination — see the table below.
4. If recall sends to a Ring Group, select the Ring Group in the dropdown.
5. Open the GROUP MEMBERS tab → click Add → select extensions from the Available list.
6. Click OK to save.

Recall destination options

Important: “Alert parking user first, then Ring Group” and “Alert Ring Group only” require a Ring Group to be configured first. Set up the Ring Group under Call Manager → Ring Groups before you create the Call Park Group, otherwise the dropdown will be empty.

Parking timeout (Recall Timer)

The Recall Timer controls how long a call may stay parked before the PBX recalls it. The default is 300 seconds (5 minutes). Allowed range is 60–900 seconds.

• Shorter timers (60–120 s) suit busy front desks where unattended parked calls should bounce back quickly.
• Longer timers (300–600 s) suit roaming users moving between devices.

Music on hold

The caller hears music on hold for the entire duration of the park. Music on hold is configured tenant-wide under Settings → Music On Hold; the same source applies to held calls and parked calls.

Park and Retrieve from a Phone

The default Feature Access Codes are listed below. They work from any registered VeloPBX-extension device — desk phone, softphone, mobile app, WebRTC client.

Feature Access Codes

Tip: “Transfer the call to 68” means use the Transfer button on your phone, then dial 68 as the destination. Don’t just dial *68 while talking — that hangs up your side of the call.

Scenario 1 — Park a call for a colleague

Bob (extension 101) is on a client call and needs Alice (extension 102) to take over.

1. Bob transfers the active call to *68102.
2. Bob hangs up.
3. Alice’s phone or app shows a parked-call alert.
4. Alice retrieves the call by either:

• pressing the dedicated soft key on her phone, or
• dialling *88, or
• dialling *88102.

If Alice is busy, any other colleague can dial *88102 to grab the call.

Scenario 2 — Move a call between your own devices

Bob is on his desk phone and needs to walk to another office.

1. Bob transfers the call to *68.
2. Bob hangs up the desk phone. The caller hears music on hold.
3. Bob picks up the VeloPBX mobile app (registered to the same extension 101).
4. Bob dials *88 and continues the conversation.

Scenario 3 — Group Call Park (team handling)

Extensions 101, 102, and 103 are members of a Call Park Group.

1. Extension 101 parks the call by transferring to *58.
2. The caller hears music on hold.
3. Extensions 102 and 103 both receive parked-call notifications on their VeloPBX apps and supported IP phones.
4. Whichever teammate is available first retrieves the call by pressing the parked-call key, or by dialling *88 from any phone.

One-touch retrieval on supported devices

The VeloPBX mobile, desktop, and WebRTC apps — and Fanvil, Yealink, Grandstream, Snom, Dinstar, and Htek IP phones with Enhanced Call Park enabled — support one-touch retrieval: a parked call lights up a dedicated key, and a single press picks it up. No FAC dialling required. Provisioning the dedicated key is handled in the phone’s template under Phone Provisioning.

Recommendations

• Use Group Call Park for shared inboxes. Front desk, sales, dispatch — any team where “whoever is free” should answer — fits the group model better than per-extension parking.
• Set the Recall Timer to match human attention. 300 s is a sensible default for office calls. Drop it to 120 s for high-volume queues so callers don’t sit forgotten.
• Pair recall with a Ring Group. “Alert parking user first, then Ring Group” is the safest production setting — it gives the parking user a chance to take the call back, and the team a chance to catch it if the parking user has stepped away.
• Provision soft keys for power users. Receptionists and dispatchers benefit hugely from a dedicated park / retrieve key on their phone — it removes the FAC-typing step under load.
• Document your FACs. A small printed card with 68, 88, and *58 next to each desk phone removes the most common training friction in the first weeks after rollout.

If you need help configuring Enhanced Call Park provisioning for a specific phone vendor, contact [email protected] or call +374 60 443310.

Next Step

Call Park hands a call to whoever wants it next. Call Pickup is the inverse — grabbing a ringing call that hasn’t been answered yet. Configure both for full coverage:

→ Call Pickup

Last updated: 2026-05-01