Hold a Call

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 icon changes from "pause" to "play," indicating that pressing the button again will resume the call.
   
   
   
   
3. To take a call off Hold, make the Call Center Agent window active and click Hold again; the Hold button reverts to its previous icon state.
   
   
   
   
   
   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.