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 Center Agent window active:

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