Pick up Call from Finesse, Get Hold Music

[jmorton1]

Has anyone ever seen an issue where you pick up a call coming through Cisco Finesse, and instead of a caller on the other end, it is hold music playing? That just started this week and we do not know why.

[collinks2]

do you mean music on hold plays instead of a ringing tone to the caller
when the Agent phone rings?

[ricardo.1]

I guess that the caller put the call on hold and then the agent in your side answered the call from the queue listening the hold music of the caller.

You should run some reports and check the MIVR logs of UCCX to looking for the number which is calling only to confirm it.

Regards,

Ricardo

[Anupam_Dewedi]

If the issue still exists. Can you please check on how the call comes into the UCCX queue. Is that a direct call into a queue or a call transferred to a UCCX agent directly.

Based on this behavior it would help us narrow down to determine if it happens for certain calls or all the calls. 

I have seen agents using incorrect method of call transfers internally and hence causing these issues.