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Mitel MiVoice Business/MCD/3300 / Mitel 3300/MiVoice Business - Calls answering into on hold status
« on: November 30, 2023, 05:40:10 AM »
Hi,
We've had the below symptom reported by multiple users:
-External caller calls a ring group
-Internal agent answers call
-Call is immediately put on hold, and is unable to be taken off (pause symbol appears next to caller number, and hold button is greyed out and unable to be pressed)
Background info:
-Mitel 3300
-SBC is a Ribbon Sonus SWE Edge
-Users use softphone via the MiCollab desktop / mobile phone app.
-The Trunk provider has already had a look over at their end and can't see anything unusual.
-Have also raised a case with the ISP as we have had wider issues recently and they report no issues on the line.
-Recently disabled Silence Supression on the SBC, but this symptom was occurring before the change was made.
-Ring group is set to "Ring All"
-I have been generating logs from the SBC to LX for a while now, and have not been able to identify anything of interest.
I do have a suspicion this may be someone else picking up the call and essentially "beating" the other agent to picking up the call, then when they answer there is nothing there for them to grab.
If anyone has any ideas on what this may be or best next steps that would be great. Thanks!
We've had the below symptom reported by multiple users:
-External caller calls a ring group
-Internal agent answers call
-Call is immediately put on hold, and is unable to be taken off (pause symbol appears next to caller number, and hold button is greyed out and unable to be pressed)
Background info:
-Mitel 3300
-SBC is a Ribbon Sonus SWE Edge
-Users use softphone via the MiCollab desktop / mobile phone app.
-The Trunk provider has already had a look over at their end and can't see anything unusual.
-Have also raised a case with the ISP as we have had wider issues recently and they report no issues on the line.
-Recently disabled Silence Supression on the SBC, but this symptom was occurring before the change was made.
-Ring group is set to "Ring All"
-I have been generating logs from the SBC to LX for a while now, and have not been able to identify anything of interest.
I do have a suspicion this may be someone else picking up the call and essentially "beating" the other agent to picking up the call, then when they answer there is nothing there for them to grab.
If anyone has any ideas on what this may be or best next steps that would be great. Thanks!