Currently, the design is that if the call is put on hold proactively by the agent, and then later on transfers to another agent without proactively unhold. Then the record and transcript will be paused.

In the scenario an agent puts a customer on a manual hold prior to the transfer, if the system could identify manual vs automatic hold it could either release the manual hold -> apply the automatic hold prior to transfer, trigger a reminder to click unhold prior to transfer, or offer an “unhold” option for the receiving agent. As is, the system is confusing because the call itself continues post-transfer (customers can hear us and we can hear the customer) despite the manual hold having been put in place, but not the transcript/audio. In a call center environment, there are many reasons an agent may need more time prior to transfer and relying on human memory to unhold will always lead to mistakes and lost data in this case.