Held calls not recalling

[conxtel]

A client with an IP Office (9.0.4.0) had an incident where a call placed on hold did not recall back to the extension.

They had a customer on hold for 26 minutes and he actually drove to the business, still on hold, to show them. Why he didn't hang up and call back is beyond me. They said "it's just the type of person that guy is. Makes a big deal out of everything"

It was determined the user pressed his appearance key instead of the hold button. We tested it again after, and sure enough, using hold or park, the call will recall, but if a person for some reason presses an appearance key, it doesn't recall.

Anybody experience this or is this normal? I assumed any held call, regardless of how it was placed was hold, would follow the hold timeout timer.

 

[IPOTS]

Im confused, if he pressed his appearance key i.e. speaker phone the call isn't on hold. The system just thinks its a long conversation and won't release it until you hang up.
Sounds like the hold reminder and park is working. NO trouble found.

https://ipoffice-techsolutions.com/

 

[conxtel]

It does place the call on hold. Caller hears the MOH and user can hang up the handset, set goes idle and appearance key remains green.

Phone rings like normal, can be answered and make calls as normal, just on the second appearance key. First one never recalls. We tested it from the phone that initially did it as well as two others at their reception desk and all behave the same way.

 

[sizbut]

Agree, by default pressing the call appearance of a current call puts that call on hold. And if the phone is then idle and available, hold recall should have worked.

Having quickly just tested that, it is exactly what happens. So there is probably another factor here. Without knowing the full configuration and the state of the phone, my first thought would be that 9.0.4 is 8 service packs behind the last 9.0 release and I'm not going to scan all those release notes to see if this was a known issue that got fixed.

Also (insert usual rant) you haven't told us anything about the model of phones involved, IP Office mode, type of line, etc.

Stuck in a never ending cycle of file copying.

 

[conxtel]

I agree, the system needs to be updated. The system was originally purchased by the former owner of the company, and the selling company is out of the picture as well. I was contracted by the selling company to do the install on their behalf, so after the warranty period, the customer calls me for service issues. Customer is, we will say, thrifty, and probably doesn't want to invest in an upgrade to fix a hold recall issue.

The system has all digital phones - 1416, 9504 and 9508. System is Standard Mode - Essential Edition and is using PRI.

 

[Westi]

R9.0 was a nightmare release but TBH it should still work but apparently it doesn't.
There is no checkmark that magically will make this work. You should probably try this on a new release and if it works tell them it is a firmware problem and Avaya is no longer fixing their screwups from 2014 when that release was published.

Joe
FHandw, ACSS, ACIS

https://www.millsidetc.com/