3cx attended transfer -- repickup call not transferred

[Brad Cann]

Gday All,

Lets say user 1 gets a call, and client 1 wants user 2, user 1 does an attended transfer via the 3cx soft phone and attempts to transfer client 1 to user 2, however after 15 seconds its obvious user 2 isn't there and user 1 wants to repick the call back up via the soft phone, how can we do this because the only option that is seemingly there is end, which puts the call onto the 2nd invisible line which can only be gotten to from the handset itself (Yealink t42G/S).

Is this a bug or feature in the software?

I've noticed in both the windows client and web client there doesn't appear to be a resume button to repickup the call, but there is on the handset and receptionist view, this is rather irritating to have to switch from software to hardware or different software views... or am i missing something?

 

[YiannisH_3CX]

Hello @Brad Cann

From your description i am assuming that you are using the client in CTI mode and not softphone mode. In that case when you press on the attended transfer the PBX will place the call on Hold and open a new line to call user 2. When user 2 does not respond you can either resume the call from the IP phone or hit the end button on the client and then hit the keypad button. In that menu you can click on the Hold button again to resume the call. Hope this helps

 

[Brad Cann]

Hello @Brad Cann
hit the end button on the client and then hit the keypad button.

Would do this but once you hit the end button the keypad disappears on the Windows client. So how can we do this without resorting to getting users to use 2 separate systems (IE Soft phone and actual phone)?

 

[mariosM_3CX]

Hello @Brad Cann,

After hitting the end button and the keypad disappears, click the keypad button (top-right of client, next to search bar) so the keypad will appear again handling the first call. From here you can click on the Hold Button to resume the call. But note that if you are using the client in CTI mode then the call will be resumed in the Deskphone.

 

[Brad Cann]

Hello @Brad Cann,

After hitting the end button and the keypad disappears, click the keypad button (top-right of client, next to search bar) so the keypad will appear again handling the first call. From here you can click on the Hold Button to resume the call. But note that if you are using the client in CTI mode then the call will be resumed in the Deskphone.

Thanks, whilst this works and it does make life a bit easier, .... its messy. The fact that you have to click on the keypad button that seemingly doesn't relate to that call unless you know its their makes it harder for the people i look after.

Is there anyway to once the end button is hit on the call, if the other line is still active for it to revert back to that keypad screen rather then terminate it?