Holding Calls

Context

The call holding service enables an agent to hold an ongoing call. When the call is held, the customer can hear a prompt tone indicating that the call is held. After an agent finishes tasks such as help-seeking, the agent can cancel the call holding to continue to talk with the customer. When the call is held, the agent can perform other operations but cannot answer a new inbound call. During consultation, if the consulted agent does not answer the call for a long time, the agent who initiates the consultation request can cancel the consultation.

Procedure

After answering a call, an agent needs to suspend the current call to complete other operations. Click on the connection bar to hold a call or click to unhold a call.

A held call cannot be released by the agent. The agent cannot sign out if the call is held. The agent can perform operations such as making an outbound call or canceling the call holding.

Differences between call holding and muting are as follows:

When a call is held, the customer can hear the call holding background music played by the system. When a call is muted, the customer hears no tone from the receiver.