Call Handling & Forwarding - putting call on hold

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  • Updated 5 months ago
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Has anyone recently noticed a change to how calls on hold are being handled? Specifically when adding in Forward to Other User's Phones. When the other user answers the call for the original user and places the call on hold it shows on hold for the original user not the user that actually took the call. Thus creating confusion in the office when the user lets someone know they answered a call and placed it on hold on their phone. Example: Call comes into Ext 101 and Ext 102 answers the call for Ext 101, then places the call on hold it shows on hold on Ext 101 not on Ext 102. I believe this just started happening and was not the case a week ago.
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Robert Danner, Champion

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  • Confused

Posted 5 months ago

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Chris Minton

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I believe that's the way it has always worked. Makes sense. If ext 102 answered the call and placed it on hold, then the system is accurately reporting and placing the call on the extension handling the call. If the system were to say ext 101 placed the call on hold when ext 102 answered and placed it on hold, then this could become a problem for calls that are incoming on call queues and other workflows where multiple users can pickup the call. Likewise, trying to determine where the call is on hold if ext 102 answered but was intended for another extension and you weren't sure could become problematic as well.