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.