You might need to temporarily pause a call so that you can leave your station, look something up, ask a colleague a question, and so forth. When you place a call on hold, the contact typically connects to a music or ad recording and cannot hear anything through your microphone.
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In the Conversation tool, click the Hold button.
The call state changes from Active to Holding.
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Click the Resume button to reconnect with the contact and finish handling the call.
When you have a call on hold, you can conference or transfer the call.
