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Recall timer/Reminder for calls that are placed on hold by a user.

When calls are placed on hold by an agent, there is no recall timer to alert the user after a certain amount of time that a call is still on hold. Please note that the handset interface actually allows you to enable this feature, but then it is wiped when a config sync happens overnight.

Customers who receive a number of calls will generally place calls on hold, but may forget that they have done so. This would be a very useful feature and something that is quite prominent on all on premise PABX systems. Customers who migrate to Webex often complain about this being a feature that they miss. We have also had customers complain of not providing good service to their own customers because of this.

  • Guest
  • Oct 27 2022
  • Future consideration
Calling: Webex Calling
  • Admin
    Praveen Kumar Garlapati commented
    6 Mar 04:27am

    OK. Since the request mentioned agent, I assumed it is for Call Queue.

    Will evaluate for the other calls.

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  • Guest commented
    5 Mar 10:15pm

    Hi Praveen,

    This only applies when there is a call queue. However, if an agent has a DID, and receives a direct call, there is still no way for them to be reminded that there a call on hold. The handset itself has this feature and can be modified via the web GUI. However, when there is a config resync, it defaults the value back to 0 (turning it off). Since this feature is already on the handset, can this not be made available under device settings?

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  • Admin
    Praveen Kumar Garlapati commented
    3 Mar 11:02am

    This option is available under the bounced calls settings of Call Queue.

    Please refer to https://help.webex.com/en-us/article/nk8xfxt/Manage-Calls-in-Call-Queue > Edit bounced calls settings > Alert agent if call on hold for a set wait time

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