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System Features
INTER-TEL
®
AXXESS
®
MANUAL VERSION 11.0 – May 2008
Placing Calls on Hold
27. PLACING CALLS ON HOLD
27.1 There are several ways to place intercom and outside calls on hold. While on hold, the
caller hears music (if equipped). There are three hold applications in the phone system:
• Individual Hold: Places the call on hold at one station. It can then be picked up directly
at that station or it can be picked up at another station using the Reverse Transfer fea-
ture.
• System Hold: Places the call on hold so that it can then be picked up directly at any
phone station that has an individual trunk button and has allowed-answer and/or outgo-
ing access for the associated trunk, or at the station that placed it on hold. Attempting to
place a conference on system hold will place the conference on individual hold. Inter-
com calls cannot be placed on system hold. Single-line sets cannot place calls on sys-
tem hold; attempting to do so at a single-line station will place the call on individual
hold. In a network setting, when a user puts a trunk on system hold, only that user and
users on the same node as the trunk can access the call.
• Consultation Hold: Allows a single-line set user to pause during a call, use other sys-
tem features, and then return to the caller by hookflashing (pressing
RECALL). If a sin-
gle-line set user attempts to hang up after placing a call on consultation hold, the call
recalls the station.
27.2 If a call remains on hold until the Hold timer expires, it recalls the station where it is on
hold, and the Recall timer is started. If it is still unanswered when the Recall timer expires, it
recalls the station’s attendant, and the Abandoned Call timer is started. (If the station does not
have an attendant, the call continues to recall at the station that placed it on hold.) If the call is
not answered before the Abandoned Call timer expires, the call is disconnected by the system.
27.3 For users’ convenience, the system has two Hold timers: Hold and Hold - Alternate.
In the default state, the Alternate timer is set for a longer time period than the Hold timer.
However, both timers are programmable. The “Alternate Hold Timer” station flag determines
which timer each station will use. If the flag is disabled, the station uses the Hold timer. If it is
enabled, the station uses the Alternate timer.
NOTE: Phone users can avoid the Hold timer by muting the microphone during a call instead
of placing the call on hold. If this is done, the caller will not hear music-on-hold and will not recall
the station.
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