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Pausing Calls
If at any point the customer needs to be put on hold to allow the agent to search for more information or make some important changes to the activity, the call can be paused.
To pause a call:
- In the call panel, click the Pause Call
button. While the call is paused, your microphone is muted and the customer is unable to hear anything you say. During this time that the call is paused you can perform all the same necessary actions of logging the call in the Advisor Desktop. You can also add a person to the call or transfer the call.
When you wish to un pause the call, click the Retrieve button.
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