Hold and resume calls on 9800/8875 (Multiplatform)

This article is republished from the Cisco Webex Help Center to give Virtual Guardians customers quick access to the most relevant guidance. Original source linked below.

This Help article is for Cisco Desk Phone 9800 Series and Cisco Video Phone 8875 registered to Cisco BroadWorks or Webex Calling. You can temporarily place an active call on hold if you have to move away for a few minutes. When you're ready to continue, you can resume the call.

Put a call on hold

You can put an active call on hold and then resume it when you're ready. When you are on a call and receive an incoming call, answering the call automatically puts the active call on hold. In this situation, you can swap between the active and held calls.

On Cisco Video Phone 8875, when you place a video call on hold, video transmission is blocked until you resume the call.

To put a call on hold and resume the held call, do the following:

1. Select Hold or press the Hold key to put an active call on hold. If your administrator configures the Music on Hold feature on the phone, the held call plays music streamed from a server.

2. (Optional) If you want to return to the home screen, do the following: On 9811, 9841, 9851, and 9861, select More (…) then Home. The line shows the On Hold icon (in greyscale on greyscale screens). To return to the held call, press the line key. On 9871 and 8875, press the Home button or select the Back to home icon. The line shows the 'On hold' status together with the On Hold icon. To return to the held call, select the line or the calls bar.

3. To resume a held call, select Resume or press the Hold key. If you return to the phone home screen, the line shows the Active Call icon status and call duration. Phones with greyscale screens display this icon in greyscale.

Hold key icon:

On Hold icon shown on the line:

Active Call icon shown on the line:

Swap between calls

9811 / 9841 / 9851 / 9861

When you have two calls or more on a line, you can see the count of current calls on the calls list. For example, 'All calls (3)' means that there are total 3 current calls on the phone. The current calls include active, held, incoming, silenced calls, and so on.

On the phone home screen, the line status icon shows the status of the current call. If the line has multiple calls, the symbol '+<digit>' displays under the line status icon. The symbol indicates the remaining quantity of the calls on the line. For example, '+2' means that the line has total 3 calls.

1. On the phone home screen, press the line key to open the calls list.

2. On the calls list, use the Navigation Cluster to select a desired call. You can also press the line key to go through the calls list.

3. Perform the action as needed with the available buttons, such as resume a held call, put the active call on hold, and answer, reject, or ignore an incoming call.

4. (Optional) For the inline call label enabled scenario, if you want to highlight a specific inline call label on the home screen, open the calls list, navigate to your desired call from the list, and press Home. The call entry that you selected will be highlighted on the target line with the current call state information. Then perform the action as needed with the available softkeys for the selected call on the line. This feature is available on Cisco Desk Phone 9811, 9841, 9851, and 9861 registered to BroadWorks or Webex Calling, applies to phones with multiple lines, and requires the inline call label feature to be enabled on the phone. The navigation path is Settings then User preferences then Call preferences then Auto-collapse into line key.

9871 / 8875

When you have one or more calls on a line, you can see the calls bar displaying at the bottom of the phone screen. The calls bar also displays the count of all calls and the count of each type of calls on the phone. You can open the calls list by tapping or swiping up on the calls bar.

The calls bar can include the following types of call:

• Active call

• Held call

• Incoming call waiting for pickup

• Shared call

• Barged call

• Conference call

The example shows that there are total of 8 current calls on the phone. The calls contain 2 incoming calls, 5 held calls, and 1 active call. The symbol (shown as +<digit>) displays below the call status icon of a line and indicates the remaining count of calls on the line.

1. Tap or swipe up on the calls bar to open the calls list when you can find the bar displaying at the bottom of the screen. Typically, the calls bar can display on the phone home screen, in-call screen, phone settings screen, and so on.

2. Perform the action as needed with the available buttons, such as resume a held call, put the active call on hold, and answer, reject, or ignore an incoming call.

3. (Optional) Select the desired call entry to open its in-call screen, and perform the actions as needed.

Source

Republished from the Cisco Webex Help Center. View the original at help.webex.com (last updated January 13, 2026; 2,064 views at time of ingestion).

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