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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Ian Zimmerman
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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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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Will Hill
Would be good to have the option of adding our own hold music as well.
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Todd McCann
asking about this as well. Will this just be on the mobile app and not the web? Also need to have onhold music or beep tones etc so caller isn't left hearing dead air. Right now teams are just muting calls and that leaves caller/customer with dead air.
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Jack Samways
this is becoming increasingly painful , i now find myself calling other team members on a different phone to make sure they can take the call , if not i take the message , as customers do not understand/want to leave a voicemail . we need to be able to put calls on hold .
Payton Douglass
under review
This is actively being worked on to add to our ExpertConnect Mobile Apps.
Payton Douglass
Merged in a post:
Place a call on hold.
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Jenny Bergeron
We have to be able to put a call on hold, with the option to transfer to a different advisor or team, and they get the notification that they have a call on hold waiting for them.
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