Call Actions & In-Call Features

Let's learn about important in-call features and call actions.

Static Parking ▶

VoiceStack supports two types of call parking, Dynamic Parking and Static Parking. In this article, we will focus on Static Parking. Static call parking enables agents to place a call on hold at a specific, predefined extension, making it easier for any authorised user to retrieve the call from any phone. This feature helps reduce the number of missed calls and allows calls to be transferred between locations or departments.

To learn how to static park a call, click here.

Use Cases

Scenario	Action Taken
Receptionist receives a call for billing team.	The receptionist parks the call at the billing desk slot so the billing team can retrieve it.
A call needs to be picked up by a supervisor.	The agent parks the call and notifies the supervisor to pick it up.
An agent needs to change devices.	The agent parks the call and retrieves it from another device.

Key Benefits

• Efficient Call Handling: Enables smooth redirection of calls without manual transfers.
• Device Flexibility: Retrieve the call from any assigned device or station.
• Collaboration: Multiple agents can monitor and act on parked calls.
• Time-Saving: Reduces call drops or rerouting time for high-urgency scenarios.

Best Practices

• Label Parking Slots Clearly: So agents can quickly identify where to send/receive calls.
• Notify Target Agents: After parking a call, message or ping the intended recipient.
• Monitor Call Duration: Don’t leave parked calls unattended for long.
• Assign Roles: Ensure agents know which parking slots they’re responsible for.

Tips for Agents

• Use call parking when unsure of the right transfer destination.
• Set team parking protocols to avoid confusion or missed pickups.
• Monitor for the parked call indicator to confirm successful parking.
• If a call is not picked up quickly, retrieve and re-engage with the caller.

Dynamic Parking ▶

Dynamic Parking simplifies call handling by automatically assigning an available parking slot when a call is parked. Unlike Static Parking, where agents must manually select a predefined slot, Dynamic Parking eliminates the need for manual slot selection, making it ideal for large practices or busy call centers with multiple agents and high call volumes. This feature ensures smooth collaboration among agents, allowing any team member to easily retrieve a parked call without needing to remember or manage slot numbers.

To learn how to park a call with dynamic parking, click here.

Benefits

• Simplified Workflow: No need to manually select or remember parking slots.

• Faster Collaboration: Any team member can retrieve a parked call instantly.

• Ideal for Multi-Location Teams: Supports seamless communication across multiple agent locations.

• Automatic Slot Allocation: System dynamically assigns the next available slot.

Warm Transfer ▶

A Warm Transfer is transferring a call to another agent after first communicating with them to share the caller’s details. This ensures the receiving agent is fully briefed and can continue the conversation smoothly without the customer having to repeat information.

To learn how to perform a warm transfer in the VoiceStack agent application, click here.

Use Cases

Scenario	Activity
Pharmacy Coordination	Agent dials the pharmacy using the external number option in Add Call, briefs them about the prescription query, and transfers the patient once the pharmacy confirms.
Language Assistance	Agent connects with a bilingual team member, informs them of the patient’s language preference and concern, then performs a warm transfer.
Billing Dispute	Agent adds the accounts team, explains the billing issue and invoice details, then transfers the call to avoid repetition for the patient.
Appointment Rescheduling	Agent connects with the scheduling coordinator, shares the patient’s preferred dates and provider details, and transfers the call after confirmation.

Benefits

• Ensures a smooth, seamless patient experience.

• Eliminates the need for patients to repeat information.

• Speeds up issue resolution.

• Improves internal team coordination.

• Enhances professionalism and patient satisfaction.

• Provides clear transfer tracking in Call History.

Best Practices

• Always confirm the second agent is available before transferring.
• Brief the next agent with essential context (e.g issue summary, mood).
• Let the customer know they’ll be placed on hold while you consult.
• Complete your internal conversation before clicking transfer.

Agent Tips

• Use the Patient 360 to share context if needed.
• Avoid abrupt tone changes, maintain professionalism throughout the transfer.
• Use warm transfers for sensitive, complex, or escalation cases.
• Log internal notes for accountability post-transfer.

Blind Transfer ▶

A Blind Transfer allows agents to instantly redirect a live call to another agent or department without prior conversation. This is useful when you already know where the call should go and want to speed up the process.

To learn how to perform a warm transfer in the VoiceStack agent application, click here.

Use Cases

Scenario	Why Use Blind Transfer?
Transferring to front desk	No introduction is needed, you can simply transfer the call.
Routing to billing/support team	The caller already knows the department they need.
High call volume periods	Faster call routing helps avoid backlogs.

Benefits

• Saves time for both the caller and the agent.
• Reduces wait time for transfers.
• Simplifies routing when introductions aren’t necessary.
• Improves efficiency in high-volume situations.

Best Practices

• Confirm that the target agent is available before transferring the call (for example, via internal chat or agent status).
• Use warm transfer if the customer requires context or background.
• Make sure caller notes or tags are updated before transfer.
• Avoid blind transfers to voicemail unless the caller agrees.

Call Queue ▶

The Call Queue is a virtual line where incoming calls wait to be answered by the next available agent. It helps manage high call volumes by holding calls in order until an agent is free. The inbound calls are placed in the queue in the order they are received.

To learn how to retrieve calls from the call queue in the VoiceStack agent application, click here.

Use Case 

An agent is on a support call with a patient. During the call, two new patients call in. These calls are queued and represented as chips in the call winlet. After the agent finishes the current call, they can click the chip to instantly pick the next call, minimising wait time and improving service efficiency.

Tips

• Monitor the call queue chip regularly to stay aware of waiting callers.

• Prioritise quick retrieval to reduce patient wait time.

• Complete or wrap up your current call promptly before picking the next queued call.

• Review Patient 360 immediately after retrieving the call to gain full context.

Best Practices

• Avoid delaying call retrieval once you’re free, it improves call handling time.
• Collaborate with teammates during spikes to avoid long queues.
• Report call surges to your supervisor for queue management and staffing decisions.

Call Memo ▶

A Memo in VoiceStack is a structured digital note created by agents during or after a call or voicemail. It captures important insights and action items related to the conversation and syncs with the Practice Management System (PMS) when linked to patients.

To learn how to use the call memo, click here.

Benefits

• Pass the accurate call context to the clinic or front desk.
• Assign next steps or follow-ups.
• Link call data to the correct patient profile in the PMS.

Best Practices

• Always select a patient/RP before saving a memo to ensure PMS sync.
• For RP or family calls, confirm patient names and use multiple patient linking wisely.

Wrap Up Time ▶

The Wrap-Up Time in the VoiceStack Agent App refers to the time provided to agents after a call ends to complete necessary after-call tasks without feeling rushed.

To learn how to use the Wrap-Up-Time feature in VoiceStack, click here.

Use Case

Rachel a support agent, receives a call from a patient with questions about insurance coverage. After resolving the queries, she ends the call, and the Wrap-Up timer starts automatically. During wrap-up time, she updates the patient details in Patient 360, adds a follow-up task for the billing team, and logs notes for future reference.

Once her tasks are completed, she clicks End Wrap-Up Time before the timer expires. Her status changes to Available, and she is ready to take the next call.

Benefits

• Allows agents to properly document calls.

• Reduces errors caused by rushed documentation.

• Enhances customer experience through accurate follow-up.

Tips for Agents

• Use this time to complete To-Dos, notes, or update patient profiles.
• Don’t multitask or skip the Wrap-Up, it ensures quality.
• Communicate with your admin if you need a longer wrap-up window.

Best Practices

• Keep call notes clear and structured.
• Use tags or categories if available.
• Avoid using Wrap-Up time for personal breaks, reserve it for call-related work.
• Monitor average Wrap-Up time per call to ensure balance.

Support

Need further help? Contact [e-mail] or call [phone].