Skip to main content
Who uses this: Admins, Team Managers, and Service Agents — Limited Agents don’t have access to Engage. Availability: United States and Canada · Engage add-on.
Putting a caller on hold parks a live Engage call so you can keep working while the caller waits. You can hold a call on both the web and mobile apps, and you can manage several calls at once in any mix of active and held — so you can take a new call without dropping the one you’re on.

​
Overview

When you place a call on hold, you don’t hear the caller and the caller doesn’t hear you. If hold music is set up in your Hold Settings, the caller hears it while they wait. While a call is on hold, you can move around Engage, send SMS, and accept or make new calls. Managing multiple calls works differently on web and mobile, and FieldPulse recommends keeping to no more than three concurrent calls for call clarity.

​
Place a call on hold

On both web and mobile, select the Hold button during an active call to place the call on hold. Select Hold again to resume the call.
The Hold button highlighted in the live call bar of the Engage web app, between the End and Mute controls
The Hold button highlighted on an active call screen in the Engage mobile app, between the Mute and Transfer controls

​
Manage multiple calls

You can handle multiple calls at a time in any mix of active and on-hold calls.

​
On web

When you have multiple calls, they appear across the top of your FieldPulse screen, with each new call added to the right. Select any call to display it in the main call window. Use the Hold button to place a call on hold, or select it again to resume. An active call in the Engage web app with the Hold button highlighted and a second caller shown as On Hold at the top right of the screen

​
On mobile

When you have multiple calls, a Calls on Hold button appears at the bottom of your screen. Tap it to view all held calls, then use the Switch button to swap your active call with one on hold. The current call is placed on hold automatically.
A held call in the Engage mobile app with the Calls on Hold button highlighted at the bottom of the screen and the Hold control now showing Unhold
The held-calls list in the Engage mobile app with the Switch button highlighted next to a caller's name

​
Set up custom hold music

You can customize what callers hear on hold — music, a promotion, or a message about your services. The audio plays on loop until you return to the call.
The web app supports .mp3 audio files. The mobile app supports both .mp3 and .wav audio files.
  1. Go to Engage Settings > Hold Settings.
  2. To upload your own audio, open the Audio Samples tab and select Add New Voice Note. See Setting Up Audio Samples for more on managing your audio files. The Audio Samples tab in Engage Settings with the Add New Voice Note button highlighted in the top-right corner
  3. Return to Hold Settings and select your new audio under Hold Audio. The Hold Settings tab in Engage Settings with the Select Audio Sample dropdown under Hold Audio and a Save button below it

​
Limits and best practices

  • Transfers need an active call. You can only transfer an active call — resume a held call before transferring it. See How to Use Transfers in Engage (non-SIP).
  • Call limit. If you try to take a fourth call, a popup notifies you that you’ve hit the call limit. End one of the existing calls to continue.
  • Keep it to three. Although you can place more than three calls on hold, FieldPulse recommends managing no more than three concurrent calls for the best performance and call clarity.

​
Still need help?

Reach the FieldPulse support team at support@fieldpulse.com or through the chat feature in the bottom-right corner of your screen. You’ve put a caller on hold when the Hold button parks the call, hold music plays for the caller if it’s set up, and you can take or make other calls until you resume.