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Prior to placing and removing a call from a hold, ensure that the Call Centre Agent window is the active window. An active window in Windows 7 will look like this:

Note: an active window is not greyed out and the Close button is Red.

When a window is not active, it will look like this:

Note: When a window is not active, the window is greyed out and the Close button is not Red.

There are three ways to make the Call Centre Agent window active:

• Click theCall Centre Agent software icon in the task bar (icon is located to the right of the start menu icon).
  
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• Press and hold the Alt key and then press the Tab key to cycle through open windows. Select the Call Centre Agent window to make it the active window.
  
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• Click the open Call Centre Agent window to make it active.