Call Hold & Retrieve

overview call hold and retrieve is a fundamental telephony function that allows an agent to put a live call on hold, temporarily suspending the conversation without disconnection the agent can then perform other tasks before retrieving the call to resume the conversation how it works while on a live call, the agent clicks the hold button on their agent console the caller is placed on hold, typically with music or a message the agent's console indicates the call is on hold to resume, the agent clicks the retrieve or un hold button this action is tracked as an agent activity prerequisites the agent must be logged into the agent console and be on a live call configuration steps feature access (agent) this is a standard, non configurable feature available on the agent's call control panel location agent > agent console > call control panel action during a live call, click the hold button to place the call on hold and the retrieve button to resume the conversation use cases information lookup an agent places a customer on hold to look up their account details in the crm or consult a knowledge base internal consultation an agent puts a caller on hold to ask a supervisor or colleague for assistance with a complex query without the customer hearing the internal discussion benefits professional call handling allows agents to manage calls professionally while seeking information, preventing dead air increased first call resolution gives agents the time needed to find accurate information or get help improved agent efficiency enables agents to multitask effectively during a call, such as updating a ticket or checking inventory limitations while a call is on hold, the agent cannot speak with the customer until the call is retrieved