Whatu00B4s the action behind button "Hold" in webclient
Can somebody tell me what´s the action/behaviour behind the button "Hold" (or "Inwait"), in webclient?
My first guess it´s a kind of stop the clock (stop counting time from the attendance of a customer for example), to research some information of knowledge base or kind off.
If it´s not this, could I, create an action to enable stopping counting the time, of attendance.
Normally this "Hold" button is only available in the "Phone" channel (you can change the channel with the 'Channel selector', other channels are e-mail and chat) and is used to send the HOLD command to the telephone system, if connected. This places the current call in hold (waiting music).
On the other hand, the effect in the webclient is indeed that the timer is halted until the call is taken back from the hold queue.
Hope this information helps,