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8x8 Support

Call on Hold Is Lost but Shows as Connected in 8x8 Contact Center

Symptom

When the agent puts a call on hold and tries to resumes the call sometimes the call is lost but still shows as connected in Contact Center.

Applies To

  • Contact Center

Resolution

The agent should always put the call on hold from their 8x8 Agent Workspace and not from the desk phone/physical phone.

Cause

The agent was putting the call on hold from the desk phone/physical phone.