Contents

Hold Button

Requirements: The "Hold" Interaction Command Right determines if the Hold button can appear on a toolbar. It also controls whether the Hold command appears on a shortcut menu. The Put Interactions on Hold Security right enables you to hold an interaction appearing in My Interactions. The Modify Station Queues or Modify User Queues Access Control rights enable you to hold an interaction appearing on another queue.

Icon

Location

Queue Control toolbar

Description

Click Hold to place the selected interaction on hold.

To take the interaction off hold, click Hold again, or click Pickup.

Note: The Hold button is unavailable if the interaction is not in a state in which this action can be performed.

Tip: Your CIC administrator can configure a maximum hold time for interactions. By default, interactions on hold for longer than fifteen minutes are disconnected. Your administrator can change the amount of time an interaction can remain on hold and the behavior that occurs once the hold time is exceeded. For example, your administrator may choose to transfer interactions on hold longer than twenty minutes to another queue. For more information, see your CIC administrator.