Callers on hold getting rerouted back to incoming call after 90 seconds

[RTM Technology]

Hi Folks, hope someone can help with this. I've been through all the forums but can't find solution. We have an IVR configured on main incoming line which ultimately gets picked up by a staff member. If the staff member places the caller on hold, the caller gets automatically rerouted back to the main incoming line and enter the IVR again after 90 seconds. We need to this hold time but I can't find the setting anywhere. Any suggestions, much appreciated.

 

[NikolasA_3CX]

Hi @Paul Rochfort

Could you please clarify if the agent is putting the caller on hold or if the agent parking the call instead?

 

[RTM Technology]

Thanks Nikolas, agent is placing caller on hold - 90 seconds later, call gets transferred back to incoming trunk.

 

[NikolasA_3CX]

Please note that if the agent places the call on hold the call should not be routed back to the IVR unless the call has been parked.

Please generate a call report when this issue occurs to check if the call is being parked on placed on hold.

 

[RTM Technology]

Please note that if the agent places the call on hold the call should not be routed back to the IVR unless the call has been parked.

Please generate a call report when this issue occurs to check if the call is being parked on placed on hold.

Hi Nikolas, call report attached. The report is of one call that gets picked up by IVR, answered by agent and then placed on hold. You can see that after 100 - 110 seconds that call is automatically transferred back to the incoming line.

 

[NikolasA_3CX]

Hi Nikolas, call report attached. The report is of one call that gets picked up by IVR, answered by agent and then placed on hold. You can see that after 100 - 110 seconds that call is automatically transferred back to the incoming line.

Could you please let us know if extension 810 is a call flow designer app?

 

[RTM Technology]

Not call flow designer app, just a regular extension. I got the advice from the forum to set up this way in order to program regular working times and lunch break.

 

[NikolasA_3CX]

Not call flow designer app, just a regular extension. I got the advice from the forum to set up this way in order to program regular working times and lunch break.

This might require further investigation by our side. I would suggest raising a ticket to Technical Support to provide further troubleshooting.