Why Does a VoIP Call End When the Caller Presses Hold?

A call can disconnect when placed on hold if a handset sends the wrong signaling event, the PBX feature code conflicts, or a call recording or carrier path handles hold incorrectly. The issue may vary by device or call type.

What to check

Compare device model and firmware, PBX feature configuration, call detail records, transfer and hold signaling, and whether the caller or recipient initiated the action. Test internal and external calls using a controlled example.

Recommended next step

Correct the device or call handling configuration in coordination with the provider, then verify hold, resume, transfer, and conference behavior. Do not change global feature codes without checking all supported endpoints.

How Informatix Systems can help

Informatix Systems provides VoIP and business communications services. We can assess the affected system, trace relevant dependencies, and help plan a practical correction. Contact us with the platform involved, when the issue began, and non-sensitive error details.