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UCCX call on hold as soon as answered

Hi all

We are running uccx 11.6.1 and have many successful agents configured.

One particular agent logged a ticket with the following problem

As soon as a call arrives in the queue and is answered it immediately goes on hold. in which case he needs to recover the call which resumes in speaking with the calling customer

 

This only occurs intermittently during the day, perhaps 3 of 4 times out of 30 answered calls

He is using an 8865 phone running 12-0-1-11 firmware sip8845_65.12-0-1-11

i downgraded to sip8845_65.11-0-1-11 as no other agents were running sip8845_65.12-0-1-11........

If he switches over to a 7945 phone he does not have this problem

 

His busy trigger is 1 and calls waiting 2.......which i just changed (which hasn't been tested yet), was previously 4

 

any ideas?

thanks

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