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Park and Hold Functions Not Working

  • Updated

Park and Hold Functions Not Working

Park and Hold issues are generally a MOH or a network issue not allowing the device to retrieve the call from the network. Packet Captures (PCAPs) will be needed for further troubleshooting

Troubleshooting Steps

  1. Verify if the hold music is functioning when a call is on hold or park. If it is not functioning, ensure site has MOH assigned to it
  2. If you can hear the music but are unable to retrieve the call, make sure the network is working as intended. Not being able to retrieve a call indicates the message is not getting to the hold line to release the call
  3. Power cycle all related network equipment to ensure delivery is working as intended
  4. Take Packet Captures (PCAPs) of a call being placed on hold/park and attempted to be retrieved and ensure the packet is being received to retrieve the call
  5. If the issues persist, please generate a ticket by contacting suport.