PARK — Parked

What PARK Means

Indicates a call has been placed on hold in a parking lot extension within Asterisk. Parked calls are awaiting retrieval by an agent or transfer completion.

When This Status Is Set

PARK is assigned automatically when an agent places an active call into one of Asterisk’s parking lot extensions using VICIdial’s park button. This is most common during warm transfer workflows where the front-line agent parks the contact on hold while briefing a closer or manager about the lead before completing the handoff. The parked call sits in a designated Asterisk parking extension, hearing hold music or a hold message, while the agent’s channel is freed to make the transfer arrangement. PARK status is written to vicidial_list to lock the lead during the parking period, preventing any other session from accessing it. If the parked call is not retrieved within the configured timeout, the system either routes it to a fallback destination or drops the call depending on the dialplan configuration.

Impact on List Management

PARK leads must be excluded from your dial_status_filter because they represent actively held calls — the contact is literally on the line waiting. If a parked call is abandoned (the agent fails to retrieve it and the timeout expires), the lead will transition to DROP or HANGUP depending on how the dialplan handles the timeout event. Stale PARK statuses — leads that remain in PARK after all channels have disconnected — indicate a system-level issue similar to stale INCALL records and need manual correction. Track average park duration in your reporting to measure how long contacts are held during transfer workflows. Extended park times directly correlate with contact frustration, hangups, and reduced conversion rates on the downstream transfer.

Best Practices

• Monitor park duration — contacts parked over 60 seconds frequently hang up, destroying the transfer opportunity and creating a negative brand impression

• Configure park timeout in the Asterisk dialplan to automatically retrieve or route parked calls to a fallback agent or queue before the contact disconnects

• Use PARK only for warm transfer workflows — cold transfers should use XFER directly without intermediate parking

• Track park abandonment rate (parked calls that end in HANGUP) to measure the effectiveness of your transfer process and identify bottlenecks

• Train agents to minimize park time by pre-briefing closers via internal chat before parking the contact rather than parking first and then searching for a closer

Admin Configuration

PARK is a system-level status defined in Admin → System Statuses with callable set to N and selectable set to N — it is managed by VICIdial’s call handling engine. The parking lot extensions and hold music are configured in the Asterisk dialplan (extensions.conf) and the VICIdial parking configuration. Park timeout behavior — how long a call can remain parked and what happens when the timeout expires — is set in the dialplan’s park context. To monitor parked calls in real time, use the Real-Time Report which shows agents with parked calls and their current park duration. Campaign Detail → Transfer Options controls which transfer/park features are available to agents.

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