---
schema_version: "1"
id: 9a6911da29a71773b856f715ad27c1d9111862b820279a8b6dbe8fd887d1fde5
title: Put a Caller on Hold Using the Softphone
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cti_holdcall.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cti_holdcall.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2c42229f6e1aae7e938980d6f3d4059997bf524ccdca49e9e350211b4ccc1757
description: Salesforce CRM Call Center lets you put any caller on hold so that the caller can't hear you speaking.
products:
  - Service Cloud
release: "264"
---
# Put a Caller on Hold Using the Softphone

Salesforce CRM Call Center lets you put any caller on hold so that the caller can't hear you speaking.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.legacy_editions.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d11191e55">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d11191e55 ">To put a caller on hold:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d11191e55 ">Member of a call center</td>

          </tr>
        </tbody>
      </table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_important.png)

Important Open CTI is in maintenance mode and is scheduled for retirement on February 28, 2028. No new features or enhancements are being added to Open CTI. Effective immediately, Open CTI is deprecated and unavailable for newly created Agentforce Service orgs.

To ensure long-term compatibility and access to the latest innovations, we recommend migrating to Salesforce Voice. Salesforce Voice offers many of the Open CTI features that you love and more. Unlike Open CTI, Salesforce Voice is natively integrated with Omni-Channel and Command Center for Service, providing a seamless experience for contact center reps and supervisors across all digital channels. For more information, see this [Knowledge Article](https://help.salesforce.com/s/articleView?id=005306437&type=1&language=en_US) and [migration learning map](https://help.salesforce.com/s/articleView?id=service.cti_migrate_map.htm&language=en_US).

To put a caller on hold, click **Hold** in the softphone line that is active. The Hold Time clock that shows how long the caller has been waiting automatically starts, and the circular line light icon begins to blink yellow.

- Callers are automatically put on hold whenever you initiate a call transfer, dial a number on a second line, or initiate a conference call.
- If you click **Hold** while on a conference, your line becomes mute but other conference participants can still speak to one another.

To resume the call, click **Retrieve from Hold**. If you want to end the call without retrieving the caller from hold, click **End Call**.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_legacy-264-0-0-production-enus/081af4ec-6c06-4d4b-9443-cb3516bbc46d/images/icon_note.png)

Note Some Salesforce CRM Call Center features can be unavailable with your softphone because of customizations that have been made for your organization. See your administrator for details.

#### See Also

- [Get to Know Your Softphone Features](https://help.salesforce.com/s/articleView?id=service.cti_using.htm&release=264.0.0&type=5 "The Salesforce CRM Call Center softphone appears in the left sidebar of your Salesforce window or in the footer of the Salesforce console.")