Jump to content

Disable ability to place call on hold

Dan Munns

Recommended Posts

Hi all, 

We have some request types which have an SLA which is set by a regulatory body. As such these call types, when logged, shouldn't be able to be placed on hold as this will muddy the waters as far as what has breached. 

Is there a way of stopping some calls from being placed on hold and thereby stopping the timers? 

If not can I request that this functionality be added? 



Link to comment
Share on other sites

Hi Dan,

Under a Service for each request type you can define sub-statuses.  Each sub-status lets you define if it is an active or on-hold status.  In your case you can define one or more sub-statuses that are all active.  This will remove any option to put the request on hold.

Hope that helps.


Link to comment
Share on other sites

  • 3 weeks later...

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Create New...