HELP FILE

How to Put a Session on Hold

    This article gives guidance to Rescue technicians.

    The agent's Technician Group must have permission to hold sessions.

    A session can remain On Hold for 14 days.

    1. On the Session List, select the session you want to place on hold.
    2. Click the Hold button.

      Hold

      Result: The session remains in your Session List with the status On Hold.

      Tip: The session timer will show the Time On Hold, as well as the cumulative Total Time of the session.

    Any active remote control sessions will close when you place a customer On Hold. To restore the session, select it and click Start.
    Note: You can maintain ten active sessions at any time. Since On Hold sessions do not count as Active, the hold feature gives you flexibility when managing multiple sessions.