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Call waiting

Call waiting is a telephone service feature that notifies a user of an incoming call while they are engaged in an ongoing conversation, allowing them to place the current call on hold to answer the second one without disconnecting.^[1] This functionality typically involves an audible tone or visual alert on the user's device, enabling efficient management of multiple calls on a single line.^[2] Originally designed for landline telephony, call waiting has become a standard capability in both traditional phone systems and modern mobile networks, where it supports switching between calls via user interface options.^[3] The origins of call waiting trace back to research conducted in the 1970s at AT&T Bell Laboratories, where physicist Dr. Shirley Ann Jackson's work in theoretical physics provided foundational advancements that enabled the development of this feature, alongside caller ID and other telecommunications innovations.^[4] Introduced commercially in North America during the early 1970s with the rollout of electronic switching systems, the service gained widespread adoption in the 1980s as telephone infrastructure modernized.^[5] By alerting users to secondary calls rather than delivering a busy signal, call waiting addressed the limitations of single-line telephony, reducing missed connections and enhancing user convenience.^[6] In contemporary usage, call waiting often integrates with related services such as caller ID, which displays the incoming caller's information, and call waiting deluxe or visual call waiting, which provides advanced notifications like pop-up screens on compatible devices.^[7] For mobile users, activation is typically handled through device settings or carrier codes, ensuring compatibility across GSM, CDMA, and VoIP networks.^[8] While generally offered at no extra cost by many providers, the feature's implementation varies by region and service type, with international standards like those from the ITU facilitating global interoperability.

Definition and Functionality

Core Concept

Call waiting is a telecommunication service that alerts a user engaged in an active phone call to an incoming second call, permitting the user to place the ongoing conversation on hold and switch to the new caller without disconnecting the first line.^[9] This feature effectively simulates the functionality of multiple telephone lines on a single connection, allowing seamless management of concurrent communications.^[10] By notifying the user through an audible signal, such as a brief tone or beep during the active call, it prevents the incoming caller from receiving a busy signal and enables options like ignoring the new call, answering it, or ending the current one to accept the incoming.^[11] The primary benefits of call waiting include reducing the necessity for additional phone lines, which historically increased costs and infrastructure demands for users handling multiple calls.^[12] It facilitates efficient call management by avoiding disconnections, ensuring continuity in conversations and minimizing lost opportunities from unanswered calls.^[13] User interactions with call waiting are straightforward and intuitive, beginning with the alert mechanism that signals the presence of the waiting call via an audible beep or, in modern devices, a visual notification on the screen.^[5] The user then decides the action: ignoring the incoming call to continue the current one uninterrupted, switching by placing the active call on hold and answering the new one, or terminating the ongoing call to take the incoming without hold.^[9] These choices empower users to prioritize communications dynamically, with the held call remaining silent until resumed.

Operational Mechanics

When an incoming call arrives while the user is engaged in an active telephone conversation, the telephone network detects the busy line and alerts the user to the waiting call by injecting a special tone into the ongoing connection. This alert typically consists of a brief, high-frequency beep, such as a 300-millisecond burst at 440 Hz in North American systems, repeated approximately every 10 seconds—to avoid disrupting the conversation excessively.^[14] The tone serves as an audible cue, informing the user of the new call without interrupting the audio of the current party, though it may briefly pause data transmissions like dial-up internet in older setups. Upon hearing the alert, the user has several options to manage the calls. To answer the waiting call, the user presses and quickly releases the switchhook (also known as flashing the hook or pressing the flash button on the phone), which places the original call on hold and connects to the incoming one; the waiting caller then hears normal ringback until answered. To return to the original call, the user repeats the flash action, toggling back while placing the second call on hold. If the user chooses to end the waiting call without answering, they can simply hang up after switching to it, allowing the original conversation to resume automatically.^[15] The incoming call enters a temporary "waiting" state during this process, where it remains queued for the user to answer, typically holding for 30 to 60 seconds before timing out—after which it may route to voicemail if enabled or disconnect with a busy signal to the caller. In basic call waiting implementations, only one call can be held in this queue at a time, with no persistent storage for additional incoming calls; subsequent attempts receive a busy tone immediately. Deluxe versions may offer menu-driven options via dual-tone multi-frequency (DTMF) codes for more advanced handling, such as forwarding the waiting call.^[16]^[15]

Technical Implementation

Activation Methods

Call waiting is typically enabled through a combination of standardized dial codes, hardware interactions, and provider-specific configurations, depending on the region and service type. In North America, the feature is often activated by default upon subscription, with no universal code required for initial enablement, though users can manage it using star codes from major providers. For instance, AT&T subscribers can turn Call Waiting on by dialing *371# and off by dialing *370#, receiving audio confirmation after each command. Similarly, Verizon users rely on the service being provisioned at signup, but can temporarily disable it for a single outgoing call by dialing *70 followed by the destination number, which is particularly useful during activities like dial-up internet sessions to avoid interruptions. These codes are processed by the carrier's network equipment and do not require additional hardware. In European GSM networks and landline services, activation follows standardized supplementary service codes defined for mobile and fixed-line telephony. To activate Call Waiting, users dial *43# and press send, which sends a registration request to the network; deactivation uses #43#, and status checking employs *#43#, all confirmed by a network response message or tone. These codes are supported across most GSM operators, including Vodafone and others compliant with ETSI standards, allowing seamless management without provider intervention. For example, on Vodafone networks in the UK and other EU countries, these USSD codes enable the feature instantly if subscribed. Hardware-based methods provide an alternative for managing Call Waiting, especially on older or feature phones without dial pad access during calls. Many telephones include a "flash" button, hookswitch, or "R" (recall) key that generates a brief disconnection signal to interact with the network. Pressing the flash button once during an active call can answer a waiting incoming call, placing the original on hold; a second press swaps back, while some systems allow R1 for accept and R2 for reject, depending on the phone model. Configuration may also occur via the phone's menu settings—such as navigating to "Call Settings > Call Waiting" and toggling the option—or through the provider's online portal, where users log in to enable the feature for their line. Activation generally requires a subscription, which is often included as a standard or free add-on with basic voice service from providers like AT&T and Verizon, but may involve contacting customer service by phone or app for confirmation. In some regions, such as certain EU countries, call waiting defaults to an opt-in model to comply with privacy regulations, requiring explicit user request during signup or via self-service tools, whereas it is opt-out or default-enabled in North America. Providers like CenturyLink allow portal-based toggling, ensuring the feature integrates with the user's plan without additional fees in most cases.

Compatibility Considerations

In Plain Old Telephone Service (POTS) systems, call waiting can cause significant issues when the line is shared with data services, particularly analog modems used for dial-up internet access. The call waiting tone, typically a 440 Hz signal lasting 0.3 seconds and repeating every 10 seconds, interrupts the modem's connection by injecting noise into the voice band, often causing the session to drop.^[17]^[18] This disruption was common in households using a single line for both voice and internet, as the tone mimics line faults to the modem's error detection mechanisms. To mitigate this, users could temporarily disable call waiting by dialing the prefix *70 before initiating the data connection, which deactivates the feature for that call without affecting subsequent voice calls.^[19]^[20] Digital Subscriber Line (DSL) services, however, operate compatibly with call waiting due to their use of higher frequency bands. POTS voice signals, including call waiting tones, occupy the 0–4 kHz range, while DSL transmits data above 25 kHz, preventing interference between the two.^[21]^[22] Low-pass filters installed at phone jacks further isolate voice devices from DSL signals, ensuring that call waiting functions independently without impacting broadband performance.^[23] Advancements in modem technology addressed these conflicts through the V.92 standard, approved by the International Telecommunication Union in November 2000. This specification introduced call waiting detection and Modem On Hold (MOH), allowing compatible modems to recognize the incoming tone, pause the data session without disconnection, and resume afterward—extending online time during brief interruptions.^[24]^[25] V.92 modems thus improved reliability for dial-up users with call waiting enabled, though adoption was limited by the rise of broadband. Beyond modems, call waiting can cause brief interruptions in fax transmissions by overlaying tones that disrupt the analog signaling process, leading to errors or failed sends.^[26] Similar issues arose in early VoIP setups reliant on POTS lines, where tones could trigger unintended disconnections in software-based calls. Modern routers and VoIP adapters often incorporate tone filtering or suppression features to prevent such disruptions, treating call waiting signals as non-data noise.^[27]

Advanced Variations

Enhanced Features

Call Waiting Deluxe, a term originally coined by Bellcore (now Telcordia), represents an advanced iteration of the call waiting service that integrates caller identification (caller ID) to provide the user's display device with the incoming caller's telephone number and, where available, name during an ongoing conversation.^[28] This enhancement allows subscribers to make informed decisions about handling the waiting call without relying solely on audible tones, combining the core call waiting functionality with visual and interactive elements for greater control.^[29] As part of the Custom Local Area Signaling Services (CLASS) suite in Plain Old Telephone Service (POTS) networks, Call Waiting Deluxe enables interactive menu options through keypress commands on compatible customer premises equipment (CPE), such as Analog Display Services Interface (ADSI)-capable phones or displays.^[30]^[28] Standard keypress sequences include R1 to answer the waiting call and hang up on the current one, R2 to toggle between calls, R3 to initiate a conference, and R0 to reject the waiting call. These menus can be presented audibly or visually, but require subscription to both call waiting and an advanced caller ID service, along with equipment that supports data transmission over the phone line.^[28]^[30] Beyond basic switching, Call Waiting Deluxe incorporates rejection and forwarding capabilities, allowing users to reject an incoming call by sending a busy signal or immediately routing it to voicemail without answering, thereby avoiding unnecessary interruptions.^[29] Some implementations support queuing multiple waiting calls, enabling the system to hold and present details for recent callers via the display or menu, which facilitates prioritized handling in busier scenarios.^[29] Regarding conferencing, the standard call waiting merge function typically joins only the two active calls, but deluxe versions extend this to support three-way conferencing directly through the menu option, often without incurring separate three-way calling fees as the feature is bundled within the service.^[29] This integration streamlines multi-party communication in POTS environments, though it remains limited to the network's signaling capabilities and compatible endpoints.^[28]

Integration with Modern Systems

In Voice over Internet Protocol (VoIP) systems, call waiting has evolved to leverage digital interfaces, replacing traditional audio tones with visual notifications such as pop-up windows or in-app alerts that display caller information during an active call. For instance, Google Voice, a popular VoIP service, introduced call waiting support in 2022 for users with Google Workspace subscriptions and later extended it to consumer accounts as of 2024, allowing seamless handling of incoming calls through visual prompts on desktop, web, and mobile interfaces without interrupting the current conversation.^[31]^[32] These implementations often support advanced capabilities like unlimited call queues, where multiple incoming calls can be queued indefinitely, and auto-forwarding options to route waiting calls to voicemail or alternate numbers based on user-defined rules.^[33] On mobile networks, call waiting is a standard feature embedded in GSM and CDMA protocols, enabling users to receive alerts for incoming calls during active ones without additional hardware.^[3] Applications like Truecaller further enhance this by integrating spam filtering directly into the call waiting experience; the app's Voice feature, for example, provides interruption-free notifications for waiting calls while using AI to identify and block potential spam or scam attempts in real-time.^[34]^[35] iOS and Android operating systems offer built-in settings to toggle call waiting globally via the Phone app, with options to manage notifications per app—such as silencing alerts for specific VoIP clients like Google Voice—ensuring users can customize behavior without affecting system-wide telephony.^[3]^[36] Integration with smart home devices extends call waiting notifications to voice-based announcements, bridging telephony with home automation ecosystems. Amazon Echo devices, when linked to a compatible phone service or VoIP provider, can audibly announce incoming calls when idle through Alexa, alerting household members via spoken updates like the caller's name or number without requiring a smartphone check.^[37] Similarly, Google Nest speakers and displays support voice announcements for incoming calls when idle, when integrated with Google Voice or the Google Home app, delivering customizable audio alerts that play across multiple devices for enhanced accessibility.^[38]^[39] In contemporary subscription models, call waiting is typically bundled into unlimited mobile and broadband plans at no additional cost, a stark contrast to legacy Plain Old Telephone Service (POTS) where it often incurred separate fees. Major carriers like Verizon include it standard in most wireless unlimited plans, covering GSM/CDMA usage without extra charges, while fiber and 5G services from providers such as Google Fiber and AT&T Business integrate it as a core feature in their all-inclusive packages.^[16]^[40] This bundling reflects the shift to digital infrastructure, where features like call waiting enhance value in high-speed, flat-rate services without per-line surcharges.^[41]

Historical Development

Early Innovations

Call waiting originated as an innovative feature within the Bell System's transition from electromechanical to electronic switching systems in North America during the late 1960s and early 1970s. Developed by engineers at Bell Laboratories, it was integrated into the No. 2 Electronic Switching System (No. 2 ESS), a stored-program controlled system designed for smaller, non-metropolitan central offices serving 1,000 to 10,000 lines. This development addressed key limitations of older electromechanical switches, such as step-by-step and crossbar systems, which relied on mechanical relays incapable of efficiently detecting and handling multiple simultaneous calls or short supervisory signals (e.g., on-hook/off-hook transitions under 100 milliseconds). The No. 2 ESS used electronic scanning at a 50-millisecond rate, ferreed networks, and digital processing to enable rapid call supervision and tone signaling, allowing subscribers to receive an audible alert for a second incoming call during an active conversation. The feature's design was detailed in technical publications from the era, with the first installation of No. 2 ESS—and thus call waiting—occurring in late 1970 in Oswego, Illinois.^[42] Key innovations at Bell Labs, including contributions from theoretical physicists like Shirley Ann Jackson, provided the foundational research in solid-state physics and signal processing that underpinned call waiting and related services. While specific patents for the basic call waiting mechanism were embedded within broader ESS system patents, the feature represented a high-impact advancement in custom calling services, such as three-way calling and speed dialing, first offered commercially through Western Electric's electronic switches around 1970. These developments prioritized reliability via duplicated control circuitry and supported up to 30,720 lines at a 4:1 concentration ratio, marking a shift toward scalable, programmable telephony.^[43] Initial implementations faced significant limitations, requiring costly upgrades to central office equipment for ESS compatibility and excluding older step-by-step exchanges that lacked the necessary electronic infrastructure. Early versions provided only basic tone alerts without caller identification, as advanced signaling for ID was not yet integrated. In parallel, Europe saw similar advancements in the 1970s with the introduction of digital switching systems like Ericsson's AXE, a modular platform first deployed in 1976, which facilitated call waiting and enabled quicker rollout in densely populated urban areas due to its flexible, high-capacity design for handling increased traffic loads.^[44]^[45]

Global Adoption and Evolution

Call waiting saw significant growth in North America during the 1980s, coinciding with the widespread replacement of electromechanical switching systems by electronic switching systems (ESS), which enabled the feature's efficient implementation across telephone networks.^[5] Initially introduced as a commercial service in the late 1970s by regional Bell operating companies, adoption accelerated as ESS deployments allowed for advanced supplementary services like call waiting without requiring major infrastructure overhauls. By the 1990s, call waiting was frequently bundled with caller ID services, enhancing its appeal and driving further uptake among residential and business users.^[5] Subscription rates for call waiting in the United States reflected its status as one of the most popular custom calling features amid the maturation of digital telephony.^[46] This high penetration was supported by FCC monitoring of telephone trends, which noted faster growth in optional services like call waiting compared to basic access lines during the late 1990s. Internationally, adoption varied by region, with delays in developing countries until the 1990s when digital switches became more accessible, enabling the rollout of features like call waiting in expanding urban networks.^[47] In Asia, Japan led early implementation through Nippon Telegraph and Telephone (NTT), introducing call waiting in November 1970 as part of its public switched telephone network upgrades, ahead of many peers.^[48] European Union countries imposed regulatory opt-in requirements for caller identification integration with services like call waiting to address privacy concerns, under frameworks like the ePrivacy Directive that emphasized user consent for electronic communications services. The evolution of call waiting was driven by the shift from analog to digital telephony, which reduced implementation costs by leveraging programmable switches for multiple features on shared infrastructure.^[49] This transition, prominent from the 1980s onward, facilitated integration with mobile networks in the 2000s, where call waiting became a standard supplementary service in GSM and CDMA systems. Post-2010, landline usage declined sharply due to the rise of VoIP and mobile alternatives, diminishing reliance on traditional call waiting implementations.^[50] Call waiting is a core feature in nearly all modern cellular standards, supported by widespread 4G/5G deployment, and thus widely accessible to global mobile users. Legacy Plain Old Telephone Service (POTS) versions of call waiting are being phased out in favor of all-digital solutions, with major carriers like AT&T and Lumen accelerating the transition to VoIP and IP-based systems by 2025 to cut maintenance costs and improve reliability.^[51]

Contemporary Issues

VoIP and Mobile Adaptations

In Voice over Internet Protocol (VoIP) systems, call waiting is implemented primarily through the Session Initiation Protocol (SIP) for signaling, where an incoming call during an active session triggers a new INVITE message to the user's endpoint while the existing Real-time Transport Protocol (RTP) stream continues uninterrupted.^[52] This allows the softphone or VoIP client to display a visual alert, such as a popup notification with caller ID, enabling the user to decide whether to hold the current call via a re-INVITE with SDP attributes like "sendonly" or accept the new one.^[53] In some implementations, the network's application server includes a Communication Waiting (CW) XML body in the INVITE to explicitly indicate the waiting status, facilitating seamless integration without audio interruptions.^[53] For mobile networks, call waiting in 4G and 5G environments operates via the IP Multimedia Subsystem (IMS), which leverages SIP for session management and supports handover between active and waiting calls without traditional tone-based interruptions.^[53] During an active call, an incoming INVITE is routed through the IMS core, allowing the user equipment (UE) to receive notifications and switch sessions using standard SIP procedures, such as holding the first call and establishing the second RTP stream. Operating systems provide APIs for enhanced handling: Android's Telecom framework enables apps to monitor and display call waiting events through the InCallService,^[54] while iOS uses the Core Telephony framework's CTCallCenter to detect and notify of new calls during ongoing sessions.^[55] Despite these advancements, challenges persist in VoIP and mobile implementations. Network latency in VoIP can delay the delivery of INVITE messages for waiting calls, potentially causing alerts to arrive seconds after the incoming call begins, which impacts user experience in real-time scenarios.^[56] In areas with poor signal coverage, call waiting may fail entirely, with incoming calls automatically falling back to voicemail if the UE cannot respond to the INVITE within network timers like T_AS-CW.^[53] Compared to legacy Public Switched Telephone Network (PSTN) systems, VoIP and mobile adaptations offer key advantages, including the absence of disruptive tones that interrupt ongoing conversations, replaced instead by discreet visual or haptic alerts.^[57] Additionally, these protocols enable scalability across multiple devices, allowing a waiting call to ring simultaneously on a smartphone, computer softphone, or other registered endpoints without requiring separate lines.^[58]

Privacy and User Concerns

Call waiting affects privacy by altering how a user's availability is signaled to incoming callers. Without the feature enabled, an incoming call results in a busy signal, which signals to the caller that the recipient is engaged in another conversation, potentially disclosing personal or professional availability.^[59] With call waiting, the caller hears ringing, hiding the ongoing call. In enhanced versions, such as caller ID integrated with call waiting, the recipient's device may display the incoming caller's identity during an active call, but in some configurations, this information could be shared or logged without explicit user approval, raising concerns under telecommunications privacy rules.^[60] Users frequently report annoyances stemming from call waiting's intrusive nature, particularly the audible tones that interrupt ongoing conversations. These beeps or vibrations can disrupt focus, especially in professional environments where maintaining uninterrupted dialogue is essential, leading to frustration and reduced productivity.^[61] For individuals with hearing impairments, basic implementations rely solely on audio alerts, lacking default visual notifications, which exacerbates accessibility barriers and excludes users from timely awareness of incoming calls.^[62] Criticisms of call waiting extend to regulatory scrutiny and operational issues, influenced by frameworks like the EU's General Data Protection Regulation (GDPR), which emphasizes opt-in consent for processing personal data in telecommunications, including call-related metadata.^[63] Users have lodged complaints about spam calls taking advantage of the feature by repeatedly attempting connections without receiving a busy signal, potentially increasing unwanted interactions. To address these concerns, modern mitigation strategies include do-not-disturb (DND) modes on smartphones, which silence call waiting alerts while allowing exceptions for priority contacts, effectively blocking interruptions without fully disabling connectivity.^[64] Telecom providers offer call screening tools that filter incoming calls before triggering waiting notifications, reducing spam exposure. Additionally, contemporary systems have shifted toward visual alerts—such as on-screen pop-ups displaying caller details—minimizing auditory disruption and improving accessibility for hearing-impaired users.^[65]

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Where processing is based on consent, the controller shall be able to demonstrate that the data subject has consented to processing of his or her personal data.
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