Change in Hold Behavior for Multiple Calls

Platform API
1

We've noticed a change in behavior when switching the hold state of multiple calls in Genesys Cloud. Previously, the platform seemed to automatically place other calls on hold when switching between them. However, at some point in the past two years, this behavior appears to have changed. Now, even the Genesys UI is making multiple PATCH calls to explicitly hold the other interactions.

When we originally built our own front end using the PureCloud JavaScript SDK, I recall modeling the behavior based on what the Genesys UI was doing at the time. This auto-hold behavior was something we relied on, but now it seems we need to handle it manually.

I've searched through the announcements but haven't found any mention of this change. So I have a few questions:

  1. Has this behavior changed in the core product, or could it be a setting in our instance?
  2. If this was a change, when did it happen?

Would love to hear if others have encountered the same issue or if I'm just missing something.

2

New post to keep this topic from closing.

Can someone from Genesys provide some insight? Did the hold behavior change? My team is confident that a few years ago, the platform automatically placed all other calls on hold when a new one was initiated. If this wasn't our imagination, we'd like to know when this change occurred and which channels we should have been monitoring to be informed about this update.