Hi there.
We are facing the same problem now.
According to the customer care, the console log shows that the agent pressed the hold button.
But the agent did not actually press the hold button.
If you had resolved this problem, Could you tell me how you resolved it?
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yudai tanabe
NEC Networks & System Integration Corporation
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Original Message:
Sent: 01-04-2019 02:20
From: Mostafa Oudderhem
Subject: During an interaction, the call automatically placed on hold for many times !!!
Hi Angelia,
Yes, we can see the call in timeline and we can see also when it goes on hold : we hear the music on hold
We have also opened a case by providing conversation ID, I will let you know what is the cause of this issue once I got updates
Thank you.
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Oudderhem Mostafa
Coverage-Communication
Original Message:
Sent: 01-03-2019 16:05
From: Angelia Harper
Subject: During an interaction, the call automatically placed on hold for many times !!!
@Mostafa Oudderhem we have had some similar issues. We currently have an open case for this. Let me ask you a question, can you see the call in the timeline actually going on hold, or does the audio just drop out, like the mic was muted? Our case we have opened has been going on for quite some time. ​
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Angelia Harper
Avtex
Original Message:
Sent: 01-03-2019 06:53
From: Oudderhem Mostafa
Subject: During an interaction, the call automatically placed on hold for many times !!!
Hi all,
We have an issue with one inbound voice interaction, during a live conversation, the call was placed on hold automatically without any action from the agent side !! (he didn't press the 'hold' button or anything)
The interaction was placed on hold three times during this call
Someone has already encounter this issue ?
Thank you in advance.
#SIP/VolP
#Telephony
#Unsure/Other