Month: July 2025

“Pick and Park” feature?

Posted on by DrVoIP

Pick & Park™ for Amazon Connect – Finally, Real Agent Call Control

Amazon Connect is amazing – but sometimes, agents need more control than a routing flow can provide.

That’s why we created Pick & Park™, a pair of features designed by DrVoIP to give agents the power to:

  • See who’s waiting in queue – and choose the right caller
  • Park any live call – and return to it later without losing context
  • Toggle between multiple calls – like a trading desk or dispatcher

What is Pick & Park™?

Pick lets agents view all waiting contacts in real time and click to answer a specific one. This is ideal for VIP customers, repeat callers, or when judgment matters more than FIFO logic.

Park enables agents to place a call into a “staged” state – not HOLD, but a true pause – so they can answer another call, then return to the original conversation when ready. Think of it as call juggling without the chaos.

Together, they form CallBoard™ – a single-agent control dashboard that works with your existing Amazon Connect instance.

Why This Matters

Most Amazon Connect deployments rely entirely on flows and automation. That’s great for scaling – but what about when a human agent needs to act like a human?

Call escalation teams, sales desks, healthcare triage, and dispatch centers all need tools to:

  • Pick the right call at the right moment
  • Switch between calls in progress
  • Park a call while researching or collaborating

🚀 Now Available: CallBoard™ – Built by DrVoIP

Pick & Park™ lives inside CallBoard™, our new agent dashboard designed to extend Amazon Connect functionality without changing your flows.

No rip-and-replace. No complex setup. No need to modify routing profiles. We deploy in under a day.

Live Demo Video Coming Soon! We’ll walk you through a working version of CallBoard™, showing live calls entering queue, being picked by agents, parked, and returned – all without breaking the Amazon Connect model.

Use Cases

  • VIP Queue Monitoring – Prioritize high-value contacts manually
  • Escalation Handling – Park and rejoin calls while gathering solutions
  • Trading Desk / Buy-Sell – Switch between multiple parties in real time
  • Dispatch Centers – Queue scanning and fast response to critical contacts
  • Tech Support – Move between sessions without losing context

How to Get It

We’re currently offering Pick & Park™ as a deployable solution for Amazon Connect environments.

Want to see it in your instance? Reach out and we’ll spin up a live demo.

Or visit our Contact Page to request a walkthrough.

Stay tuned for the video demo, and get ready to give your agents control they’ve never had before — without ever leaving Amazon Connect.