The Toggle Between Calls feature allows a user, while on a call with one party (A), to place the call on hold, dial a number
to connect to a second call (B), and then switch back to the original connection (A) if needed, before connecting both parties.
After the user connects to A and before transferring the call, the user can press the Hold or Resume button to toggle between
the two calls. This allows the user to consult privately with A and B before completing the transfer.
For example, in a call center, a technical support agent can use this feature to place a call on hold, call their manager,
and brief the manager about an issue or a case before switching back to the original caller.
Toggle Between Calls Workflow
The sequence of placing a call on hold is summarized in the following steps:
-
User A and user B are active with a call.
-
By pressing hookflash, user A initiates a call hold.
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SIP sends a call hold indication to user B.
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User A can now initiate another active call (user C) or transfer the active call (call transfer).
This table specifies the possible scenarios or workflows when you toggle between calls, the action that needs to be performed,
and the expected result for each scenario.
State
|
Action
|
Result
|
Response to FXS Line
|
Active call
|
Hookflash
|
Call placed on hold for the remote caller
|
Second dial tone for the FXS phone
|
Call on hold
|
Hookflash
|
Call is active
|
FXS line connects to the call
|
Call on hold and an active call
|
Hookflash
|
Active and call on hold are swapped
|
FXS line connects to the held call
|
Call on hold and an active call
|
On hook
|
Active call is dropped
|
The call that is held is active and a reminder ring is seen on the FXS line.
|
Call on hold and an active call
|
Call on hold goes on hook
|
Call on hold is dropped
|
No response
|
Call on hold and an active call
|
Active call goes on hook
|
Active call is dropped
|
Silence or no response. Reconnects to held call after the value you specify for <disc-toggle-time> expires.
|