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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
  • Guest commented
    21 Dec, 2023 07:29pm

    This should be an available setting in Control Hub that sends a tag tot he phone to configure the Hold Reminder Timer in the phone. At least at the ORG Level. Hold is currently indefinite or until the max call timer is expired. This is sending callers to darkness...

  • Admin
    Praveen Kumar Garlapati commented
    6 Mar, 2023 04:27am

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

    Will evaluate for the other calls.

  • Guest commented
    5 Mar, 2023 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?

  • Admin
    Praveen Kumar Garlapati commented
    3 Mar, 2023 11:02am

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

    Please refer to > Edit bounced calls settings > Alert agent if call on hold for a set wait time