This is a “premium($$$)” skill that helps you keep your callers in the queue until you’re available to speak with them. If the agent tries to connect the caller to your business number, and no one picks up at your business or the line is busy, your agent will offer to put the caller on hold.
When a caller is waiting, on hold music will be played and your agent will periodically attempt to reach someone at your business. When the phone line becomes available your agent will connect the on hold caller to you.
Hold is automatically triggered by the agent after attempting to connect with no answer, if the callers agrees to hold by saying the following phrases, they stay in queue:
AGENT (AFTER ATTEMPTING TO CONNECT WITH NO ANSWER):
“Looks like no one can pick up. Would you like to hold?”
“Sure, I’ll hold”
“Plays hold music. Periodically attempts connection in the background.”