Be able to put a call on hold
Jon Eis
Most of our clients prefer to wait on hold when they want to talk to a specific individual instead of leaving a voicemail. Could there be an option to put a client on hold?
A client calls into the Parts Team and Bob answers. The client asks for Jim, however, Jim is finishing up with a client at the counter.
Currently today Bob can re-assign the ticket to Jim, however, it may end up just going to voicemail (not cool). OR Bob can press mute and keep the client on his line until Jim is available. However, another client is calling into the Parts Team. Now because Bob has the client muted Bob cannot answer the other incoming call.
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Madelyn Johnson
Merged in a post:
Hold or Park function
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Cheryl Edwards
Need to be able to put calls on hold while I answer or place another call, then go back to the caller on hold.
M
Madelyn Johnson
Merged in a post:
hold or park calls
C
Cheryl Edwards
We need to be able to place calls on hold. For instance, when a customer calls for update on a repair I want to put them on hold while bringing up and reviewing the work order or contacting the tech. Or when a call comes in while I am helping someone else at my desk, I want to answer and ask them to hold while I conclude the business I'm currently conducting and will be right back with them.
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Bob Gregg
This is a must!
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Michael McCone
You can place calls on hold. Just did it with our parts dept. There is one catch. If you put them on hold and leave expert connect there doesn't seem to be a way to get back into the call that was placed on hold.
id
test
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Ian Zimmerman
marked this post as
open
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Heidi Clemens
Ian Zimmerman Why is this no longer Under Review?
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Ian Zimmerman
Heidi Clemens great question — thanks for raising it.
We moved the feature request from Under Review to Open because as we began exploring the details of Hold and Warm Transfer, it became clear that solving for these properly may require a broader re-evaluation of how we handle calls in ExpertConnect overall. This isn’t just a feature tweak — it’s likely to involve a significant revamp of our call architecture.
That larger conversation is scheduled to happen during our annual planning in a few months, so you can expect it to move back to Under Review in the coming months.
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Heidi Clemens
Ian Zimmerman Thanks Ian, I appreciate the additional details. For an overall revamp of call architecture, it would also be great to have the ability to transfer calls outside of ExpertConnect. :)
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Jack Samways
Ian Zimmerman seems a bit behind the times , systems and internal phones/ mobile phones can already do this and have the ability to transfer calls or hold for years.... please speed this process up guys
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Greg Carlson
This is super important. Would you like to be transferred to nowhere? Plus, there used to be a transfer notification on the receivers phone to let them know it was not a call for the team.....Or was this just a test? Expert Connect is a very valuable tool. Thanks. Please advise.
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Jack Samways
how long is this going to take ? please add to the software, normal phones can do it , get the software on the app to get up to date please?
Stephanie Heneghan
A hold button is so needed. When you are on the phone with a customer and just need to ask your boss a question, you can not put them on hold. You have to put them on MUTE. I tell my clients to bare with me while I put htem on hold because it is goingt to sound like dead air. Hold is so very very very important. Not muting a customer. Same with the Transfer Button. Why would you keep the microphone open when you hit transfer. Once you hit transfer you have to search for the team/individual to transfer to, then hit transfer again. That first time should put them on a hold, not keep them live to hear everything.
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Jack Samways
Stephanie Heneghan so simple requirement but we are behind the times here
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Aric Koenig
How about an option to let the caller choose whether to stay on hold or not?
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