|Available in: Salesforce Classic and Lightning Experience|
|Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions |
|To put a caller on hold:||Member of a call center|Salesforce CRM Call Center
allows you to put any caller on hold so that the caller can't hear you speaking. To put a caller on hold, click Hold
in the SoftPhone line that is currently active. The Hold Time
clock that shows how long the caller has been waiting automatically starts, and the line light icon (
) begins to blink yellow.
- Callers are automatically put on hold whenever you initiate a call transfer, dial a number on a second line, or initiate a conference call.
- If you click Hold while on a conference, your line becomes mute but other conference participants can still speak to one another.
To resume the call, click Retrieve from Hold. If you want to end the call without retrieving the caller from hold, click End Call.
Some Salesforce CRM Call Center features that are described in this help system might not be available with your SoftPhone because of customizations that have been made for your organization or the CTI Toolkit
with which your SoftPhone was built. See your administrator for details.