The contact center puts a call on hold in the following cases:

• The user is transferring the current call to another user. If the user is performing an unattended transfer on Avaya Workplace Client, the contact center does not put the call on hold.

• The user is adding other participants to the call to set up a conference call.

• The user presses the Hold button on the endpoint.

• The user selects another call appearance on an active call.

If the system administrator configures Music on Hold, the contact center plays music for the call participant on hold.

When users press the Hold button, they can select another call appearance to make calls. The number of configured Call Appearance buttons on the endpoint determines the number of calls that the user can put on hold. If all call appearances are on hold, the user cannot make new calls.

If the user selects another call appearance on an active call, the contact center automatically puts the current call on hold. One call appearance always stays active unless the user presses the Hold button on the active call appearance.

On Avaya J100 Series IP Phones, when the user puts a call on hold, the LED on the endpoint for the corresponding call appearance starts flashing. To take the call on the call appearance off hold, the user must press the corresponding Call Appearance button.

For more information about configuring call appearances, see the endpoint configuration in Administering Avaya Contact Center – Extended Capacity.