Sending progress update messages while a user is on hold

A method comprising:

• placing, by a microprocessor, a first real-time voice or video communication session on hold or mute, wherein the first real-time voice or video communication session is with a first communication endpoint of a first party that is placed on hold or mute by a second communication endpoint of a second party;
• while the first real-time voice or video communication session is placed on hold or mute, detecting, by the microprocessor, an event associated with the second communication of endpoint the second party;
• and
• in response to detecting the event associated with the second communication endpoint of the second party, sending, by the microprocessor, a progress update message in the first real-time voice or video communication session to the first communication endpoint of the first party while the first real-time voice or video communication session is on hold or mute.

A contact center comprising:

• a microprocessor;
• and
• a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to:
• place a first real-time voice or video communication session on hold or mute, wherein the first real-time voice or video communication session is with a first communication endpoint of a first party that is placed on hold or mute by a communication endpoint of a contact center agent;
• while the first real-time voice or video communication session is placed on hold or mute, detect an event associated with the communication endpoint of the contact center agent;
• and
• in response to detecting the event associated with the communication endpoint of the contact center agent, send a progress update message in the first real-time voice or video communication session to the first communication endpoint of the first party while the first real-time voice or video communication session is on hold or mute.