Why it matters
Call parking on Whippy Business Phone is queue-based and supports multiple queues per channel. This allows teams to manage higher call volumes, handle multiple live calls at once, and route calls by workflow or skill instead of relying on a single shared parking slot.
Call parking is especially useful when:
Multiple calls arrive at the same time
Different teams handle different call types (for example, Support vs Sales)
You need visibility into parked calls across channels and queues
An agent needs to temporarily free up without ending or transferring the call
Key Concepts
Whippy Business Phone: Whippy’s built-in calling channel used for inbound and outbound calls.
Call queue: A holding queue where parked calls wait until they are retrieved. Calls remain active and visible while parked.
Default queue: Automatically created for every Business Phone channel. No setup is required.
Multiple queues per channel: You can create more than one queue for the same Business Phone channel to separate calls by workflow or skill.
Park: The action of placing an active call into a queue.
Retrieve: Picking up a parked call from a queue via the UI or an extension.
Extension-based parking: A shortcut that allows users to park calls directly into a specific queue by dialing an extension during a call.
Where to Manage Call Queues
Go to Settings.
Select Account.
Open Account Settings.
Click the Call Queues tab.
From this page, you can:
View all default queues created automatically for Business Phone channels
Create additional queues
See which channels each queue is associated with
Important:
You do not need to create queues to start using call parking. Every Business Phone channel already has a default queue created automatically.
Step-by-Step: Park a Call (Default Behavior)
Answer an incoming call on a Whippy Business Phone channel.
In the in-call controls, click Park.
The call is automatically placed into the channel’s default queue.
The call now appears in the queued calls list.
Any eligible user can retrieve the call from the queue.
If multiple calls are parked, each call is tracked separately within the queue.
Step-by-Step: Create an Additional Call Queue
Go to Settings → Account → Account Settings → Call Queues.
Click Add Call Queue.
Enter a queue name (for example, Support Queue).
Select the Whippy Business Phone channel the queue applies to.
Save the queue.
Once created, this queue becomes available as a parking destination for that channel.
Step-by-Step: Park a Call into a Specific Queue
When more than one queue exists for a channel:
Answer a call.
Click Park in the in-call controls.
Select the queue you want to park the call into.
Confirm the action.
The call will now appear in the selected queue instead of the default one.
Viewing and Retrieving Parked Calls
Parked calls are visible across:
Channels
Queues
Each queue shows its active parked calls.
Users can retrieve calls directly from the queue list in the UI.
Multiple channels and multiple queues can be active at the same time.
This provides clear visibility into where calls are parked and who can retrieve them.
Step-by-Step: Park Calls Using Extensions (Optional)
You can create extensions that park calls directly into a specific queue.
Go to Settings → Extensions.
Click Add Extension.
Choose an extension number (for example,
55or58).Set the Type to Transfer.
Set the Target to Queue.
Select the target queue (for example, Support Queue).
Assign an owner if required.
Save the extension.
Once configured:
Users can dial the extension during an active call
The call is immediately parked into the assigned queue
Tips and Best Practices
Use multiple queues per channel to separate calls by team or skill.
Rely on default queues for simple setups; add custom queues only when needed.
Name queues clearly so users know where calls are parked.
Monitor queued calls regularly to avoid long hold times.
Use extension-based parking in high-volume environments.
Train users on how to identify and retrieve calls from the correct queue.
Troubleshooting
Issue | Possible Cause | Fix |
Park option not available | Call not fully connected | Wait until the call is active, then try again |
Cannot choose a queue | Only one queue exists | Create additional queues for the channel |
Parked call not visible | Viewing the wrong channel or queue | Check the correct Business Phone channel and queue |
Too many parked calls | Insufficient staffing or unclear routing | Add queues or retrieve calls more quickly |
Extension does not park the call | Extension misconfigured | Verify extension type, target, and queue selection |