You can put calls on hold if needed (functionality should be enabled) by selecting the Hold button on the Agent Desktop.

 This button will be displayed once the call is successfully bridged with the customer.


While in "Hold" status, you will be able to return to the call by selecting the Resume button:


If the call has ended while on hold, your state will be changed to "Wrap up" and you will be able to select a termination code.

Call Recording will continue while the call is on hold.