What is 'transfer on hold' in SAP CRM-CCI - SAP Contact Center?

transfer on hold - Overview

• Component: CRM-CCI

• Component Name: SAP Contact Center

• Description: A function in which the transferred call remains in the agent's contact list so that it can be retrieved by the agent.

transfer on hold - Details

• 
  Key Concepts: 
  Transfer on hold is a feature of the SAP Contact Center Infrastructure (CRM-CCI) that allows an agent to transfer a customer call to another agent while placing the call on hold. This feature allows agents to quickly transfer calls to other agents without having to hang up and call back. 
  
  How to use it: 
  To use the transfer on hold feature, an agent must first select the “Transfer” option from the CRM-CCI menu. The agent can then enter the name or number of the agent they wish to transfer the call to. Once the agent has entered this information, they can select “Transfer on Hold” and the call will be transferred while being placed on hold. 
  
  Tips & Tricks: 
  When using the transfer on hold feature, it is important to remember that the customer will be placed on hold until the other agent answers. Therefore, it is important for agents to ensure that they are transferring calls to agents who are available and able to answer in a timely manner. 
  
  Related Information: 
  The transfer on hold feature is just one of many features available in SAP Contact Center Infrastructure (CRM-CCI). Other features include call routing, automated voice response, and customer relationship management (CRM) integration.