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Aspect Uniphi Connect - When on call, uniphi connect automatically placing my call on hold

Aspect Uniphi Connect - When on call, uniphi connect automatically placing my call on hold

Aspect Uniphi Connect - When on call, uniphi connect automatically placing my call on hold

(OP)
When on call, uniphi connect automatically placing my call on hold and picking up new call. Anyone know the fix for this.

RE: Aspect Uniphi Connect - When on call, uniphi connect automatically placing my call on hold

That is the way that Uniphi Connect works if the voice path drops. The callcenter will put the caller on hold and attempt to reconnect the voice path to the agent. When the call to the agent reconnects, the agent can reconnect to the caller. If this is happening frequently, you need to look at the quality of the equipment used for the voice path.

RE: Aspect Uniphi Connect - When on call, uniphi connect automatically placing my call on hold

IndianaSkinny is correct. Check your voicepath, we ran into an issue where remote agents were doing 10 digit dialing which was routed to our LD switch. After 3hrs the voice path would drop, the agent would have to answer the phone within a few seconds.

Also, it might be worth it to check the Class of Service settings in ASMS (Agent admin). In COS settings go to properties/inbound there is a setting for "ring through calls". Check that setting to see if it is letting a 2nd call come through for the agent.

Best Regards,
Travis

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