Susan Pieroni avatar image
Susan Pieroni asked Susan Pieroni commented

Unable to pick up caller from hold

I have a user that is unable to pick up a caller after the caller has been placed on hold. She is using the mobile app and has already gone through the uninstall/reinstall app. Her desktop app works fine. So it is specific to the mobile app.

Any other suggestions would be appreciated.

Thank you

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Welcome 01 avatar image Welcome 01 commented ·

I suggest you contact support.
You can get logs from the mobile app in advance, since they might be helpful/necessary for support to figure out the issue.

How to get app logs from the mobile app:
-recreate the issue and take note of who is placing who on hold and when
-click on your profile picture
-scroll down and click on "About this app"
-tap where it says Version 23.2...... quickly 5 times

Potential workaround while the issue is being resolved:
-alternative way to place somebody on Hold is pressing ##
-you can then retrieve from hold by pressing #
-when I tested this you have to use the ## to place on hold. If you use the "Hold" button on the app, then you won't be able to retrieve from hold with #

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Susan Pieroni avatar image Susan Pieroni Welcome 01 commented ·

Thank you - I'll give that a try.

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