What is toggle hold in SAP CRM-CIC - Interaction Center WinClient?

SAP Term: toggle hold

• Component: CRM-CIC

• Component Name: Interaction Center WinClient

• Description: A function in the toolbar that puts a call on hold and retrieves the same call using one button. This function is a combination of the hold and retrieve functions. In other words, only one call is involved, and agents use the same button to hold and retrieve the same call.

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• Key Concepts: 
  Toggle Hold is a feature in the CRM-CIC Interaction Center WinClient that allows an agent to put a customer on hold without disconnecting the call. This feature is useful for when an agent needs to take a break or needs to consult with another agent or supervisor. 
  
  How to use it: 
  To use Toggle Hold, the agent must first select the Toggle Hold button in the toolbar. This will put the customer on hold and the agent will be able to take a break or consult with another agent or supervisor. The customer will remain on hold until the agent selects the Toggle Hold button again, which will resume the call. 
  
  Tips & Tricks: 
  When using Toggle Hold, it is important to remember to inform the customer that they are being put on hold and that you will be back shortly. This will help ensure that the customer does not become frustrated while waiting for you to return. Additionally, it is important to remember to select the Toggle Hold button again when you are ready to resume the call. 
  
  Related Information: 
  For more information about Toggle Hold, please refer to SAP Help Portal at https://help.sap.com/viewer/product/CRM_CIC_INTERACTION_CENTER_WINCLIENT/7.0/en-US.