Hold

Have a call wait on Hold, then pick it up to continue the conversation.
  • Hold and Park Recall Cycles control is available in software versions 3.01 or higher.
Additional Feature Information
Hold
Programming for this Feature
Programming Hold
User Operation
Hold
Important points to understanding Hold
Distinctive Flash Rate on Recall
Hold Recall Display
Hold and Park Recall Cycles

Description

Hold lets an extension user put a call in a temporary waiting state. The caller on Hold hears silence or Music on Hold, not conversation in the extension user’s work area. While the call waits on Hold, the extension user may process calls or use a system feature. Outside calls left on Hold too long recall the extension that placed them on Hold. If the recall is unanswered, the call diverts to Key Ring.

There are four types of Hold:

System (Regular) Hold

With System Hold, an outside call a user places on Hold flashes the line key (if programmed) at all other keysets. Any keyset user with the flashing line key can pick up the call.

Exclusive Hold

When a user places a call on Exclusive Hold, only that user can pick up the call from Hold. The line appears busy to all other keysets that have a key for the line. Exclusive Hold is important if the user doesn’t want a co-worker picking up their call on Hold.

Automatic Hold

Automatic Hold allows a user to be on an outside call, activate a feature, and automatically place the call on Hold without first pressing the HOLD key. The system places a call on Hold automatically when the user presses CONF, INTERCOM, or a Hotline key. Automatic Hold optionally allows a user, busy on an outside call, to press another line key or a Call Coverage Key to automatically put their initial call on Hold.

Intercom Hold

A user can place an Intercom call on Hold. The Intercom call on Hold does not indicate at any other extension. There is no Hold Recall for Intercom calls.

Distinctive Flash Rate on Recall

System Hold and Exclusive Hold recall feature a distinctive flash rate for line keys (see the chart below). This allows the keyset extension user to easily differentiate new calls that are ringing from held calls that are recalling.

Distinctive Flash Rate on Recall
For this type of call: You see this flash rate:
System Hold Exclusive Hold
Call that you placed on Hold Single Wink On (green) Double Wink On (green)
Call that you initially placed on Hold recalling your phone Double Wink On (green) Double Wink On (green)
Call a co-worker placed on Hold at their extension Single Wink On (red) None (On red)
Call a co-worker initially placed on Hold recalling your phone Double Wink On (red) Double Wink On (red)

Hold Recall Display

The Hold recall display identifies:
  • The type of call recalling the extension.
  • The extension which initially placed the call on Hold.

The Hold recall displays occurs as the call is ringing the extension that initially placed it on Hold, and after the call diverts to Key Ring.

Hold and Park Recall Cycles

[3.01] The Hold and Park Recall Cycles option provides additional control over how the system handles unanswered held and parked calls. For example:
  1. When a user Parks a call or places a call on Hold, the call waits for the recall interval.
  2. If not picked up, the call recalls the extension for the interval set in 1601-01: Line No Answer Timer [System: Timers: Features: Incoming (1601): Line No Answer].
  3. If the recall is not picked up, the system checks the Recall Cycles option set in 1603-05: Abandoned Hold Cycles [System: Timers: Features: Recall (1603): Recall Cycles].
  4. One of the following then occurs:
    • If the number of programmed cycles has not been met, the call goes back on Hold or into orbit and the cycle continues.
    • If the number of cycles has been met, the line goes to Key Ring.

You can also set up the Recall Cycles option to never divert to the overflow destination by setting the Recall Cycles count at 0. The call will continually switch between waiting in orbit (or on Hold) and ringing the initiating extension. This is helpful if the site receives may priority calls that should never reroute to a destination that allows other co-workers to pick them up.

Conditions and Defaults

Conditions


  • None.

Default Setting


  • System Hold, Exclusive Hold and Automatic Hold enabled.

Release Notes (System)

Hold Tone At IP Keyset Continues After Call Picked Up

[3.00.32] A problem is corrected that would cause the Intercom Hold tone to continue at an IP keyset even after the call was picked up by the Intercom caller.

Reference: A090520001

Voice Path Still Active When Call To IP Telephone Placed On Hold

[3.09] In prior versions, when a TDM (digital) extension placed their Intercom call with an IP keyset on Hold, the voice path would still be active. This is corrected.

Reference: A091001001

Other Related Features

Features


  • Call Timer
    • A user’s Call Timer starts when they pick up a call from Hold. If they place the call on Hold and another user picks it up, the timer restarts for the new user.
  • Conference
    • If an extension user places a Conference on Hold, no other participants can place the Conference on Hold, split it, or terminate it.
  • Directed Call Pickup
    • Directed Call Pickup can pick up Hold recalls.
  • Key Ring
    • Unanswered Hold Recalls revert to Key Ring if not picked up.
  • Music on Hold
    • If installed, Music on Hold plays to callers on Hold.
  • Off-Hook Signaling
    • An extension user can place their current call on Hold and answer the waiting call.
  • Single Line Telephones
    • A single line telephone user can only place an outside call on Exclusive Hold. System Hold is not available.
  • Transfer
    • If an extension receiving a screened Transfer answers the screen and immediately hangs up (before the transferring extension), the call goes on Exclusive Hold at the transferring extension.

IntraMail Features


  • None.