Genesys Cloud - Main

I have one agent that the system is constantly placing their calls on hold. This is happening while the agent is dialing the call and also while the agent is on a call.  Has anyone experienced this and if so how can it be rectified.

How is the agent dialing the calls?

Support can look at back end logs and see more information regarding how the calls are being placed on hold (the API call used).

Have you tried enabling screen recording on that agent to see what is happening?

I have one agent that the system is constantly placing their calls on hold. This is happening while the agent is dialing the call and also while the agent is on a call.  Has anyone experienced this and if so how can it be rectified.

How is the agent dialing the calls?

Support can look at back end logs and see more information regarding how the calls are being placed on hold (the API call used).

Have you tried enabling screen recording on that agent to see what is happening?

I have one agent that the system is constantly placing their calls on hold. This is happening while the agent is dialing the call and also while the agent is on a call.  Has anyone experienced this and if so how can it be rectified.

What you describe is the preview instance (technically a Callback) being put on hold before the actual call is placed.

Check your Utilization settings to see if you allow multiple conversations of different types simultaneously and check the agent's interaction at that time to see if maybe an inbound call or other inbound interaction is being assigned causing the preview interaction to be put on hold.

How is the agent dialing the calls?

Support can look at back end logs and see more information regarding how the calls are being placed on hold (the API call used).

Have you tried enabling screen recording on that agent to see what is happening?

I have one agent that the system is constantly placing their calls on hold. This is happening while the agent is dialing the call and also while the agent is on a call.  Has anyone experienced this and if so how can it be rectified.

I did check utilization and it is et to 1 callback or 1 voice but it was a great suggestion.

What you describe is the preview instance (technically a Callback) being put on hold before the actual call is placed.

Check your Utilization settings to see if you allow multiple conversations of different types simultaneously and check the agent's interaction at that time to see if maybe an inbound call or other inbound interaction is being assigned causing the preview interaction to be put on hold.

How is the agent dialing the calls?

Support can look at back end logs and see more information regarding how the calls are being placed on hold (the API call used).

Have you tried enabling screen recording on that agent to see what is happening?

I have one agent that the system is constantly placing their calls on hold. This is happening while the agent is dialing the call and also while the agent is on a call.  Has anyone experienced this and if so how can it be rectified.

I have one agent that the system is constantly placing their calls on hold. This is happening while the agent is dialing the call and also while the agent is on a call.  Has anyone experienced this and if so how can it be rectified.

We just starting experiencing this as well last week. We are using the Salesforce CTI for our agents and it will randomly put the caller on hold. Agent has to take them back off hold to resume call. We did find that the affected users were in Salesforce and the Cloud cloud desktop at the same time. If we have them in just salesforce we seem to not have the issue. Are you using CTI by chance?

I have one agent that the system is constantly placing their calls on hold. This is happening while the agent is dialing the call and also while the agent is on a call.  Has anyone experienced this and if so how can it be rectified.