Engage users can place calls on hold with ease via the web app! You can manage up to three calls simultaneously, with any combination of held and active calls, to ensure that you can juggle calls effectively without missing critical interactions.
Hold Functionality
On both web and mobile, when you click the hold button, the call will be placed on hold, and if set, hold music will play for the customer. You won’t hear the customer, and the customer won’t hear you. During this time, you can navigate around Engage as usual and, if within your call management capacity, make outgoing calls or receive incoming calls. (Note: When a user is managing three calls, they will be unable to make outgoing calls or accept additional incoming calls, as this would exceed their call management capacity.)
Transfers
Calls on hold cannot be transferred. Transfer functionality is only available when the call is active. You can still mute yourself and then transfer the call.
Web Application
In the web app, you can silence or end incoming calls. If you attempt to accept a fourth call, a popup will appear to let you know you have reached your call management limit and must end one of the active calls to accept another.
Hold Music
Hold music will be a FieldPulse default for all phone lines. Customizable hold audio via file upload is coming soon!
Interface when on an active call with a second call on hold:
Have additional questions?
Contact us at support@fieldpulse.com or use the chat feature in the bottom right corner of your screen.