Incoming calls going on hold automatically

[jackskid]

Hi,

When agents are answering the calls, it is going to hold automatically. This is not for all the calls, but can see the frequency is getting increased.

We are using Cisco Finesse

Regards,

jackskid

[bill.king1]

You'll need to provide more information than this for anyone to provide feedback. Is it really hold vs. reserved, is it all agents, does it happen when they first answer the call, what version of software are you using, etc.

[jackskid]

Hi bill.king1,

Thanks for responding. Now the issue is not there.  

The calls are going to hold (not reserved) when answered and the agents has to manually unhold the calls. It happens to all the agents and not for all the calls. Agents are using headsets.

Finesse version 11.0, Call manager version 11.0

[bill.king1]

Are you sure that this isn't something tied to the headsets you're using then? If an agent uses the handset to answer, does it always work as normal?

[jackskid]

Apologies for the delay. The issue got resolved..

Yes the agents are using headset and raising this issue for the first time. In call manager auto answer is enabled.

Auto answer configuration was like "auto answer with headset" and Ring settings as "use system default".

Now we changed to "auto answer with speakerphone" and ring settings to "Ring". (not sure this change resolved  the issue as it was working fine with the previous configuration...)

[bill.king1]

Thank you for sharing what you changed nonetheless.