Call didn't come off hold when scheduled. Log indicates an error

[Gareth Watkins]

One of my colleagues had a service request failed to come off hold at the specified time and date which, by association, has now risked unplanned roaming charges to be applied to a users phone whilst abroad. 

The call has still not come off hold and I would like some help in understanding why.

The call log indicates it tried multiple times to come off hold but failed. Can someone explain what the issue is here please? 

 

[James Ainsworth]

Hi Gareth,

As a Premier Success plan holder, it might be worth raising an incident with Hornbill Support.