Call Hold
Short definition
Call Hold: A temporary pause in a telephone conversation without ending the call.
Meaning and how it works
Audio between the agent and caller is temporarily suspended; the caller may hear music, silence or an announcement. Call handling rules determine the order of destinations, ringing time and fallback behaviour. The exact result depends on PBX configuration and whether endpoints are reachable.
Business applications
- Business scenario:
An agent places a customer on hold while checking an order, then resumes the conversation; hold music may play.
What to check before implementation
Test busy, no-answer and simultaneous-call cases. Assign responsibility for maintaining routing rules and provide a clear next step when the preferred destination is unavailable.