Call Hold: put callers on hold and pick them back up

See calls on hold in real time and resume them, set a maximum hold time, and call customers back automatically if they wait too long.

Which plans include it

Included on Entry and above. On Free Trial you can add it on its own at £1.00 a month from Features & add-ons.

What it means

Hold pauses a call without cutting it off. The caller hears your hold music until you come back.

What it does

• Lists calls on hold live (refreshes every 8 seconds) and lets you resume them.
• Shows the hold music in use.
• Sets a maximum hold time.
• Auto-callback: rings the caller back if the hold limit is exceeded.

Every part of the page

Calls on Hold / Max Hold Time / Hold Music

Summary cards. "Manage hold music →" opens Hold Music.

Active Holds

Live list of held calls with a Resume button.

Maximum Hold Time

After this, an automatic action happens (callback or hang-up).

Auto-Callback on Timeout / Callback Delay

Ring the customer back automatically, so many seconds after the timeout.

How Call Hold Works

A short explanation: press Hold on the softphone, the caller hears your hold music, auto-callback applies after the limit, and held calls can be resumed here.

How to use it

Examples

Recommended settings

• ★Max hold time 2–3 minutes.
• ★Always have a hold music track set — silence makes people hang up.
• ★Tell the caller how long you will be before pressing Hold.

Abbreviations on this page

MOH — Music On Hold

What callers hear while they wait on hold or in a queue — music, a message, or both.

Example: The music a caller hears while you check stock is MOH.

Questions

Related help