Call Hold Step

Use the Call Hold step to put a call on hold.

Call Hold Customizer Window

Executing this step if the call is already on hold has no impact on the call and produces no errors.

If a call is put on hold and then redirected or connected to an agent, the system automatically removed the call from hold before processing the connection request.

Note	This step is available even if no media is associated with the call.

If the Computer Telephony Integration (CTI) ports of the Cisco Unified CCX server are configured for Music On Hold in the CTI ports in the Cisco Unified Communications Manager, then the User Hold Audio Source will be played to the caller. The audio source could be:

A static .WAV file, such as a recorded voice message.
A fixed audio source, such as a musical recording.
A live audio source, such as a radio station.

Note

While a call is on hold, media is temporarily disconnected from the Cisco Unified CCX server. If you design a script to play back prompts or wait for input from the caller while the call is on hold, the system will attempt, but fail, to play back the prompts, dropping all audio packets and timing out while waiting for caller input. To avoid this problem, you must include a Call Unhold step in the script to remove the call from hold in order to play a prompt or collect digits from the caller.

The following table describes the property of the Call Hold customizer window.


Properties / Buttons	Description
Call Contact	Contact that you want to put on hold. The default is Triggering Contact, unless another contact is defined.