sromocki | 2016-08-04 16:26:11 UTC | #1
Hello,
Quick question about putting someone on hold. I've found that I can only put the call on hold when I update the first participant, or caller, to "held = true" and then I hear music on the customer's phone (but not on the caller's phone).
Setting "held = true" for the customer participant doesn't seem to have an affect. Also, when I put the customer on hold, I'd like both parties to have the hold music if no one else is on the line.
Thoughts?
tim.smith | 2016-08-05 18:34:14 UTC | #2
You are correct that you can only place the caller on hold. If you were to place the agent on hold, that would mean that the customer is putting the agent on hold, which is not possible.
I'm not aware of any way to have hold music played to all parties in the conversation when one is placed on hold, but I have a few inquiries out. I'll update back here if I hear of a way.
sromocki | 2016-08-07 21:50:22 UTC | #3
Hmm, little confused. The "caller" I'm referring to here is the "agent". The person who is receiving the call, I'm referring to as the "customer". The agent is placing an outbound call to the customer. The first participant on the call would then be the agent and the second participant is the customer. If I update the customer's participant model to have "held = true" there is no effect. If I update the agent's participant model to have "held = true" then it will put everyone on hold. The problem with that is that I can't place just one customer on hold while potential other's are still on the line. Does that make sense?
system | 2017-08-28 19:26:01 UTC | #4
This post was migrated from the old Developer Forum.
ref: 242