Dale Raasio
Technical User
- Apr 4, 2025
- 2
Have one user that is having sporadic issues after placing calls on hold. Inbound calls only, the issue does not happen when she places a caller on hold that she called.
Places call on hold. Hold timer is 120 seconds. After caller is on hold one of two results happen. First result the call rings back to the user. Second result the caller is transferred to the user's voicemail.
I have not been able to pinpoint how it decides which result the caller gets when put on hold.
The user is using the hold button - which is programed as system hold, not individual hold.
In testing with the user. I call in, the AA answers, then I let the AA Greeting finishes, it rings to a Group and the extension is part of the group. The user answers the call. I have her place me on hold , after two minutes I can see the call start ringing her too again. I did this three times and each time it recalled to her again. Tried it a fourth time, my call went to her voicemail after the 2 minute hold recall time was expired. She was not on another call when the timer expired.
I called another user directly through a DID and had them transfer to the user. She answered the call, I had her place my call on hold, and after the timer expired it started ringing her phone again. Did the same scenario again, but after the hold timer expired i was transferred to her extension.
Any suggestions on where to look?
Places call on hold. Hold timer is 120 seconds. After caller is on hold one of two results happen. First result the call rings back to the user. Second result the caller is transferred to the user's voicemail.
I have not been able to pinpoint how it decides which result the caller gets when put on hold.
The user is using the hold button - which is programed as system hold, not individual hold.
In testing with the user. I call in, the AA answers, then I let the AA Greeting finishes, it rings to a Group and the extension is part of the group. The user answers the call. I have her place me on hold , after two minutes I can see the call start ringing her too again. I did this three times and each time it recalled to her again. Tried it a fourth time, my call went to her voicemail after the 2 minute hold recall time was expired. She was not on another call when the timer expired.
I called another user directly through a DID and had them transfer to the user. She answered the call, I had her place my call on hold, and after the timer expired it started ringing her phone again. Did the same scenario again, but after the hold timer expired i was transferred to her extension.
Any suggestions on where to look?
