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.
- Email: sales@drvoip.com
- Call: 844-437-8647 (844-437-DrVoIP)
- SMS: 844-798-3504
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.