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Chapter 3 Managing Inbound Voice Contacts
76 Avaya Agent User’s Guide
Placing a Voice Contact on Hold
You can place a voice contact on hold while you look up information, answer another contact, or
transfer the voice contact to another agent. The contact’s status in the Phone task list changes to On
Hold, as shown in the following illustration:
A button in Softphone changes its label between Hold and Reconnect. When you click the Hold
button, the label changes to Reconnect. When you click the Reconnect button, the label changes to
Hold.
Note: If you are using an Aspect switch, you cannot use the Hold and Reconnect buttons. Instead,
to put a current voice contact on hold and connect to a new voice contact, double-click the new
contact. To reconnect to the first voice contact and put the second contact on hold, double-click the
first contact.
To place a customer on hold while you speak to another customer:
1 Ask the customer with whom you are speaking if you may put them on hold for a moment.
2 Click the Hold button.
3 Double-click the new voice contact in the Phone task list.
4 Begin speaking with the second customer.
5 Return to the first customer as soon as possible, as follows:
a Either finish the call with the second customer or tell that customer you will put them on
hold.
b Click Hold if you did not finish the call with the second customer.
c Select the first phone contact in the Phone task list.
d
Click Reconnect.
e Continue your conversation with the first customer.
6 If the second customer is on hold, return to that customer as soon as possible.
When you click this button to
reconnect to a customer
,
the button
label changes to Hold.