Solved ATT Transfer Terminates if Destination is Busy

[Evan Stanley]

We have users who are attempting to use the ATT transfer function to talk to the destination extension before transferring. Users process: on their Grandstream GXP2135 phones, they are answering call -->Selecting transfer --> inputting extension #-->hitting ATT transfer soft key.

When the user is available, it acts accordingly where the destination answers, verifies the info, and originating user completes the transfer.

However, when that same user is busy or away, it goes directly to VM with no way for the originating user to recover the call. These are handset users only, so there is no WebClient to verify info with prior to attempting the transfer.

Is there a config on the system that can help with bouncing call back on ATT transfer if the extension is in busy, away, or dnd status?


Our System Notes:

• 3CX Version: Professional Standard 16.0.9
• Server OS: Linux
• Is the 3CX Server Hosted and where?: Hosted Server in our Data Center
• IP Phone: Grandstream GXP2135 Version 1.0.11.35
• Provisioning Method: SBC

 

[ChrisC_3CX]

To first verify the call flow you describe:

1. Caller calls extension 1.
2. Extension 1 answers and then performs an attended transfer to Extension 2 (Original caller is placed on hold)
3. Extension 2 is busy so call is diverted to Voicemail.

Extension 1 should be able to end the call that got routed to voicemail and then retrieve the original caller who was placed on hold. Is this not the case?

 

[Evan Stanley]

Thanks for your reply. Here's what's happening:
1. Caller calls extension 1
2. Extension 1 answers and then performs an attended transfer to extension 2 (original caller is placed on hold)
3. Extension 2 is busy, VM picks up. Caller still on hold (BLF key 1)
4. During Voicemail intro, button press to on-hold line ends the call between Extension 1 and Extension 2
5. Caller is left with Voicemail for Extension 2. Extension 1 is no longer active with either caller or extension 2

 

[ChrisC_3CX]

In step 4, by "button-press" you mean the user presses the BLF key, then what you describe happening next is expected. The BLF key will still complete the attended transfer despite the fact that the call was answered by the Voicemail. The user will have to end the call instead so that he/she can retrieve the original caller instead of pressing the BLF key again.

 

[Evan Stanley]

Thank you very much. That solved the issue with the SPLIT key. The split allows for the end call softkey to pop up, which then allows for end call. I tested and verified its function and we are set!

 

[ChrisC_3CX]

Glad to hear this issue has been resolved! Please feel free to post a new thread if you need additional information or assistance.