Troubleshooting Recently Implemented Callback Feature.

[FLeland]

UCCX 11.6.2.10000-38

We recently implemented hold my place, and our guest services agents noticed that when they can see the customer's number they can also be heard by the customer.  If they don't see the customer's number then they can't be heard by the customer.  Our workforce is currently a mix of office and work from home agents (working over 2 different VPN connections).  Is this a situation where the agents expected to handle these hold my place calls should be in the same calling search space as the outbound ports?    

[Anthony Holloway]

You might be facing two different issues, or incorrectly combining them. If the CSS was wrong, you would not receive any calls, ever. If you have audio issues, this is almost always a network routing issue, and the other times, it's a media resource issue (allocation/deallocation).
This sounds like a serious problem in need of immediate attention. I recommend you work with TAC on the audio issue.