When a member is temporarily unavailable, they ask the operator to take their messages or hold their communications. They then call at their convenience to verify if they received any communications.
Once the hold period is activated, it is visible to all Communication center users.
Activating the Hold Period
1. Search for the contact whose communications you need to put on hold and select them.
2. Click Hold communications.
When communications are on hold for a member, their contact card gives you access to more information related to the communications that were held back.
Start by searching for the contact and locate their card in the list.
To show that communications are currently on hold for this specific member, this icon appears on their contact card:
Select the member’s contact card to access information such as:
- The user responsible for putting the communications on hold
- The start date and time of the hold period
- The number of communications held during this period
To stop holding communications for this specific member, click Do not hold communications.
To access the list of communications received during this period, click See communications on hold.
Sending Communications to a Member During a Hold Period
1. Fill the required fields in the Communication pane.
2. To hold the communication and clear the Communication pane’s fields, click Hold.
To hold the communication and keep the information in the Communication pane’s fields, click Hold and save.
The communication is now on hold and the recipient is not notified.
Ignoring a Hold Period
In case of emergency, it is possible to ignore the hold period and send the communication to the selected recipient. To do so, select a number from the Contact numbers pane and proceed with sending the communication. A message appears at the top of the Communication pane to remind you that the hold period is in effect.
Managing Communications on Hold
Members with their communications on hold appear in the Ongoing Communications pane, under the Communications on hold tab.
To stop holding communications for a specific member, click on this icon:
To see the communications on hold for a specific member, click on this icon:
The window that opens allows you to confirm that the member acknowledges the communications and that they intend on addressing them.
To confirm the callback was received for specific communication, click this icon:
To confirm the callback was received for all communications, click Confirm all.