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Old 03-02-2017, 09:30 PM
jmatan jmatan is offline
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Default Held calls are generating a new Call ID

Hey guys. Figured I'd throw this out to you guys to see if you could offer some insight to this. We have implemented a new call tracking system, and part of it is voice recording. The issue that we are having is that when a rep is putting a call on hold, then when they resume the call, IPO is generating a new CID for the call.
The issue with that is it will obviously create a 2nd recording file, however it makes it more of a burden to search for it since the call ID is not the same. Any thoughts on how to set the call ID to remain the same as long as it stays with the same agent?
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