Solved "Missing" music on hold in Recordings

[Rashid Raza]

Hi 3cx Support,

We are facing an issue that when we place a call on hold during a live call it works fine and the other person can hear the Music On hold IVR but on-call recordings the music is missing with silence.

Kindly provide a prompt solution.

Thanks.

 

[VasilisV_3CX]

Hi @Rashid Raza,

This is expected behaviour and is currently how the system works.

 

[leejor]

...and why would you want to fill up a recording with your hold music? The important part, is when a conversation is taking place.

 

[Rashid Raza]

@leejor It is required in our case as we want to know whether the agent placed the call on hold or Muted the Call.

 

[Evolute IT]

@leejor It is required in our case as we want to know whether the agent placed the call on hold or Muted the Call.

Hmmm that's a very good point... we had this in my previous job.

 

[VasilisV_3CX]

I thought about this @Rashid Raza, in terms of the context of call center agents, the agent should be saying something like "please hold" before the recording goes quiet. If not, you can assume that they've just put someone on hold without prompt.

If they're unable to learn to tell the client that they're putting them on hold, it may be time for new staff / training.

 

[Rashid Raza]

Thank you for your kind response, Furthermore, the agents are very well advised about the said scenario. However, as per call quality assurance, there is no option for them to get it checked (Through the reports as well as recordings) whether the caller was put on hold or the agent used the mute option while dealing with the customer.

You are requested to please consider the highlighted point.

 

[Rashid Raza]

Any Updates on this.

 

[Evolute IT]

Any Updates on this.

It won't be implemented. This is the way it works.

Just train the users and employees.

When I see a "free user" almost forcing them to make changes. So funny.

 

[leejor]

Are you expecting 3CX to change the way this is currently working?

 

[Rashid Raza]

@ConceptsWeb I think 3CX can implement the feature request, not you.
Also FYI I am 3CX Advanced Certified.
@leejor Yes, I am expecting this feature to be added in Recording or in Call Reports.

 

[NickD_3CX]

So, to summarize this thread, this behavior is currently the expected behavior as it has been explained.

Changing this behavior would constitute a "Feature Request", and feature requests go in the "Ideas" section.
New "ideas" can be added by 3CX Partners or above or certain customers with quite large SC systems, all other users can upvote ideas.

So, @Rashid Raza , given the above, I would suggest you search the Ideas section and upvote an existing thread if there is one that describes what you want.

As there is no more point to this thread as I feel everything has been explained surrounding this topic, I am setting it as resolved.