Overview
The Hold function allows you to temporarily suspend an active call within RingResponse. This pauses the audio for the lead while you remain connected, enabling you to perform quick tasks, look up information, or prepare for a transfer without ending the call.
Key Functionalities
Manual Hold Control: User-initiated action to pause an active conversation.
Pause & Resume: Easily place a call on hold and bring the lead back into the conversation when ready.
Standard Call Control: Integrated into the main call controls panel for quick access during any live call.
How to Place a Call on Hold
Step 1: Access Call Controls
While on a live call, locate and click the Controls button in the call interface.
Step 2: Activate Hold
The Live Call slide-out panel will appear.
Locate and click the Hold button.
The lead will be placed on hold. The call timer will continue, and the interface will typically indicate the hold status.
Step 3: Resume the Call
To bring the lead off hold, return to the Live Call panel.
Click the Hold button again (which may now read Resume) to reconnect the audio.
Best Practices
Inform the caller: Briefly let the lead know you are placing them on hold and provide an estimate of how long they may be waiting (e.g., "Let me pull up your file, please hold for just a moment."). Customer experience comes first!
Minimize hold time: Aim to keep holds as short as possible to maintain engagement and respect the lead's time.
Use hold for active tasks: Leverage hold to quickly look up information, transfer to another number, or consult a colleague without background noise.
Check for on-hold music/announcements: Ensure your system is configured to play music or a message while leads are on hold to reassure them the call is still connected.
Troubleshooting
Hold button is not responding
Ensure you have a stable internet connection.
Refresh the RingResponse interface or try clicking the Controls button again to reopen the Live Call panel.Call drops when hold is engaged
This could indicate a network or software instability. Try reconnecting the call if possible.
Report persistent issues to your system administrator.Lead cannot hear you after resuming from hold
Verify you have clicked the Hold/Resume button again to fully reconnect the audio.
Check your microphone/audio settings in RingResponse.Unable to find the Controls button
Ensure you are on an active, connected call. The button is only available during live calls.
The interface may be minimized; look for the call bar at the bottom or side of your screen.