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.
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.