If a agent is ready when a call comes into a queue but does not answer the call, the caller remains on hold but in silence after the failed connection.
If an agent makes himself ready while a call is holding in a queue, but does not answer the call, it stays in the queue, but hold music resumes.
Unified CM Administrator 188.8.131.5200-2
Contact Center Express 7.0(1) SR4_Build 443
I do not wish for a caller to presume that he has been disconnected. I've thought about holding and unholding the call every minute, but do not want the caller to think the audio is choppy. What is the best way to get this working?
I am assuming you only have one select resource logic and both call scenarios follow the same path, if so this looks to be like a bug.