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Issue with remote call center person's system occasionally not coming off hold

  • 1.  Issue with remote call center person's system occasionally not coming off hold

    Posted 08-19-2022 12:04
    We have 2020 R3 Patch 9.  This seems to only happen with one person.

    Everyone is set up the same in Interaction Administrator, and their hardware is the same, and she is the only one with this issue.

    They have a laptop and Poly phone with Jabra headset going in to a Meraki hardware VPN box.  

    If you do a one on one call with her, there is no issues, but if you bring in someone else, which puts her on hold, she will start to hear the hold music, or nothing.  When she is brought back, the system shows she is back, since it shows her as green, and not on hold, but she still hears nothing, or still hears the hold music. 

    Occasionally others won't hear her also, but this is pretty rare.

    We have tested with the Jabra headset, the Poly VXX311 handset, or the speaker with the same results.
    #Telephony

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    Jon Mercer
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