Attended Transfer and Caller Heard the Conversations

[Adrian Parker]

Good afternoon all,

We had a somewhat annoyed client on the phone yesterday after a strange occurrence on their recently installed 3CX v18 system.

When the system was installed after Christmas, they were using the v16 Desktop App and have been successfully for the past month. We had a need to upgrade them to the new v18 Desktop App and they were shown the process of attended transfers, several test calls made, etc. Call queues are set up, with two agents in the queue, to act as reception. 10 minutes after leaving site the client received a call, which needed to be transferred to an employee internally. They are stating they performed an attended transfer but that the caller was able to hear the conversation between reception and the internal employee. We've carried out several other tests and each time the attended transfer call is made, the original call always goes on hold.

When we look at the call details report for a call which worked fine we always get the below four steps (names and numbers redacted):



However, the call in question shows the below:



We don't have verbose logging turned on, given that the recommendation is only to have this on when replicating an issue (which we can't now replicate)

Has anyone else come across something similar? My suspicion is user error but given just the call report can't really pin down exactly what they may have done.

Thanks in advance

Adrian

 

[ChrisC_3CX]

We might have to clarify a few things here first.

First off, do bear in mind that, in the Desktop app, when you press "Transfer" or "New Call" and the Dial pad comes up to dial the new number but the ongoing calls has yet to be put on hold at this point. I mentioning this because the v16 3CX Windows App (formerly known as the 3CX Phone for Windows) would automatically put the call on hold once you pressed transfer or opened a new line so there may be some confusion here.

The second thing is that, looking at the second screenshot, I can't actually ever see the external caller being connected to the second extension. It seems as if the external caller got connected to the queue and then the reception extension(200), and at some point the reception extension(200) just made a new call to extension 249.

 

[Adrian Parker]

Hi Chris,

Thanks for the reply.

We did note that the reception agent can still hear the caller (would be great if this could be reverted back to the same as it was on v16?) so the receptionist was informed to take the call, put it on hold, and then start the attended transfer.

I agree with what you say about not seeing the second call. The only point I did spot was that the first call came in at 16:30:14 and lasted for 2 minutes and 53 seconds, with the second call starting at 16:30:58 (hence overlapping)

Thanks in advance

Adrian

 

[ChrisC_3CX]

Do you happen to be also recording calls, if yes, could you perhaps check the recordings between "external number"-ext.200 and ext.200-ext.249?

By the way, from the call report I see extension 249 must be using a mobile client or at least used one for that specific call, do you happen to know which mobile client (iOS or Android) is being used and what exact version it's running?

 

[Adrian Parker]

Hi Chris,

Unfortunately, we don't have call recording turned on.

I've just checked now and extn 249 is using the Windows App v16.3. They may have been using Android app yesterday (will have to check with them and also confirm the version number). What I can say is that the Android version they are using will be old, as their mobiles are all Android 6 or 7 (I know, we were surprised too) and therefore don't support the latest version.

 

[ChrisC_3CX]

What I can say is that the Android version they are using will be old, as their mobiles are all Android 6 or 7 (I know, we were surprised too) and therefore don't support the latest version.

If they are very old versions this might very well be related so confirming this would probably be what you should do next.

 

[Ricardo Monteiro]

here we are with the following problem: incoming external call with assisted transfer does not have music on hold. we also don't have music when holding the same call.

 

[Ricardo Monteiro]

in assisted transfer even when the destination extension is already calling the caller does not hear the music
3CX v18 u2 build 314 in google cloud with sip trunk

 

[ChrisC_3CX]

@Ricardo Monteiro

here we are with the following problem: incoming external call with assisted transfer does not have music on hold. we also don't have music when holding the same call.

in assisted transfer even when the destination extension is already calling the caller does not hear the music
3CX v18 u2 build 314 in google cloud with sip trunk

What I'd recommend first is go to "SIP Trunks >> Edit the SIP Trunk >> Options >> Advanced" and make sure that "Re-invites" and "Replaces" are both disabled:


If they already are unchecked or the issue persists even when you uncheck them, please start a new thread about this in our Phone System / PBX Forum section so that we can take a closer look.

 

[Ricardo Monteiro]

@Ricardo Monteiro


What I'd recommend first is go to "SIP Trunks >> Edit the SIP Trunk >> Options >> Advanced" and make sure that "Re-invites" and "Replaces" are both disabled:
View attachment 28191

If they already are unchecked or the issue persists even when you uncheck them, please start a new thread about this in our Phone System / PBX Forum section so that we can take a closer look.

It's solved.
Tks a lot!

 

[ChrisC_3CX]

It's solved.

Glad to hear it!

Tks a lot!

You're very welcome!