Matrix PRASAR UCS - Call Hold

Matrix PRASAR UCS System Manual 671
Call Hold
What's this?
Call Hold enables you to put an on-going conversation (with an internal or external number) on hold. PRASAR UCS
offers three types of Call Hold:
• Exclusive Hold: An on-going conversation is put on hold from an Extended IP Phone and is retrieved from
the same Extended IP Phone that put it on hold.
• Global Hold: An on-going conversation is put on hold from an Extended IP Phone and is retrieved from
any Extended IP Phone connected to PRASAR UCS.
• Consultation Hold: An on-going conversation is put on hold in order to perform any further activity, such
as Call Transfer, Conference, Call Toggle.
PRASAR UCS supports interoperability with the Polycom IP Phones. When any extension of PRASAR
UCS puts a SIP Extension on hold (Exclusive, Global or Consultation Hold), PRASAR UCS will send Re-
Invite message to the SIP Extension put on hold.
How it works
Exclusive Hold using the Hold Feature Key
When a call is put on Exclusive Hold,
• PRASAR UCS starts the Exclusive Hold Retrieval Timer (programmable; default: 2 minutes).
• The call remains on hold for the duration of this timer.
• The extension user can retrieve the call within this timer.
• If the call is not retrieved before the expiry of this timer, it will return back to the Extended IP Phone that
has put the call on hold. The Extended IP Phone rings and the user may answer the call.
• The returned call is disconnected, if the Extended IP Phone is not in the idle state, or if the call is not
answered by the IP Phone user.
A call placed on Exclusive Hold can be retrieved in the following ways:
• Pressing the Hold key again (when the Extended IP Phone is idle).
• Pressing the Call Appearance key of the call put on hold (when the Extended IP Phone is busy).
• Pressing DSS key assigned to the Trunk/extension you put on hold.
• Answering the call, when it returns at the end of the Exclusive Hold Retrieval Timer.
To be able to place calls on Exclusive Hold, you must select Exclusive Hold as the Default Call Hold Type in the
System Parameters. See “System Parameters” for instructions.