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Home Troubleshooting V.92 Modem on Hold

V.92 Modem on Hold (Updated 24-Jun-04)

V.92 modems provide improved call-waiting/caller-id support. When calling a V.92 ISP that supports modem-on-hold (MoH), the MoH software will pop-up with a box that lets you place your Internet connection on hold, and take the incoming call, ignore it, or disconnect. Caller id information is displayed (if you have call-waiting/caller-id from your phone company, and if your modem supports callwaiting id). If your connection isn't to a V.92 ISP, the MoH software will pop-up with caller-id information and option to disconnect or ignore. (Note: There may be differences in operation of the various MoH software applets, which may also include configuration options that change the MoH behavior. The V.92 call-waiting initialization command +PCW=# can be used to ignore or disconnect on call-waiting without loading MoH software. See V.92 Commands. PCTel V.92 driver includes MoH pop-up, but no other user interface.)

Using Modem-on-Hold:

When you place your Internet connection on hold to take an incoming or make an outgoing voice call, the modem flashes the line, and then remains off-hook and silent. You can then pick up a phone connected to a live jack. When you're done with the call, you hang-up the phone, and select the Resume Internet Connection option on your MoH window.

Important: Many modems are designed so that the "Phone" jack on the modem is disconnected from the line when the modem is off-hook. If this is the case with your modem, you need to use a phone connected to a live jack - the phone cannot be connected to the 'Phone' or 'Tel' jack of the modem, but you can use a splitter and connect both the phone and line cord to the modem's 'Line' jack. 

You can test whether your modem's 'Phone' jack is live when the modem is off-hook by connecting a phone to the 'Phone' jack, and picking it up while you are connected to your ISP. If you hear any modem sounds, the jack is live and you can use a phone connected to the 'Phone' jack. 

Avoid putting the modem into  a 3-way call: Your MoH software may allow you to place your Internet connection on hold and place a voice call. (The 'call for Pizza function'.) When you activate this option, the modem flashes the line, and if you have 3-way calling, you'll have a dial-tone when you pick up a phone. When you're finished with the voice call, it's important that you and the other end hang up before resuming your Internet connection: otherwise, the flash produces a 3-way call with the distant end tied in to your modem->ISP connection. 

MoH software: Doing MoH usually requires an extra program - applet - running on your system. In most cases, an icon will appear in the system tray when the applet is running. Exception: PCTel V.92 modems have MoH 'built-in' to the driver - a pop-up appears when a call comes in. 

Not all V.92 modems are shipped with MoH software. Some modems may include buggy MoH software which needs to be updated, or may also require a modem driver upgrade. Modemsite's download area includes the latest drivers and MoH applet for Lucent/Agere V.92 'LT Win' and Soft Modems.

Caller ID on call waiting: If you have call-waiting caller-id, the modem and MoH software should be able to show you, via a pop-up, the caller id info for calls you get while online. There are 2 types of caller id - type 1 comes when your line isn't in use between the first and second ring; and type 2 comes with call waiting. Please note: Telephone companies call "call-waiting caller-id" by different names, and are "separate" services. Most telephone companies include call-waiting-id if you have call-waiting service at no additional charge, but you may need to call your phone company to have "call-waiting-id" turned on if you've never requested/used the call waiting id service.

Call Waiting and Hanshakes / Retrains: V.92 modems detect the call waiting tone that comes from your phone company; however, the modem may not detect call waiting tone during the initial handshake, or retraining. 

The call waiting signal will vary by country. In the US, there are usually 2 beeps, 10 seconds apart. If the modem is training or retraining when the beep occurs, the modem may not respond normally - the call may be ignored and training may complete; or, the training may fail and the modem may disconnect. 

With most modems, you can examine the modem diagnostics to see if a particular connection had any retrains. If you experience retrains, limiting your connect speed to a lower rate may help.

Notification - Popup: Most V.92 modems/MoH driver or software provides a pop-up alert of incoming call with option to accept or ignore the call. The amount of time this popup remains onscreen may be fixed in the software - for example, the Agere(Lucent) modem-on-hold software's popup will remain onscreen for 10 seconds. In the even a popup disapppears but the call is still actively ringing, using the 'Place Outgoing Call' function will result in ability to answer the call (unless telco or caller terminates the call first).

Conexant HCF Modem - Some users report being unable to take incoming calls with Conexant HCF modem and NetWaiting software. The following init string may correct the problem:


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