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To place a call on hold that is already in progress:

  1. Click Hold, located on the middle bar.



  2. When a call is on hold, the Hold button will be highlighted as seen below:



  3. To take a call off Hold, make the Call Center Agent window active and click Hold again, the Hold button is no longer highlighted.



    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.

To avoid these situations, do not place a call on hold when trying to use conference or mute options.

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