Hold button not active even tho there is active hold audio

Support
1

hold button not active even tho there is active hold audio

2

Hi @Melinda_Higgins,

Hold only becomes active once a call is answered and connected, and it works from the hold icon in the phone system app during that live call. The audio you uploaded is what the caller hears while they wait. If you’re pressing it before the call is answered, or on a desk phone or softphone rather than the app, it won’t do anything.

We’ve replied to your message about this as well. Tell us there where you’re pressing hold (the app, or a specific softphone or desk phone) and what happens when you tap it on an answered call, and we’ll check the call on our side.