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1. Click Hold, located on the middle bar.
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2. When a call is on hold, the Hold button will be highlighted as seen below:
   Image Removed Hold icon changes from "pause" to "play," indicating that pressing the button again will resume the call.
   
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3. To take a call off Hold, make the Call Center Agent window active and click Hold again, ; the Hold button is no longer highlightedreverts to its previous icon state.
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   When placing a caller on hold remember the following:
   • If a caller is placed on hold and then a controlled Conference call is initiated, the agent will be unable to remove the hold.
   • If a caller is placed on hold and then the mute option is selected, the agent will be unable to remove the hold.

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