Solved Attended Transfer has stopped working

[Tommy29102]

I saw several other posts about this in the past but none involved the same problem. First, I am using the current version, have updated everything, confirmed that the phones are running the latest firmware. My phones are GrandStream GXP1630. They were working fine but last week, one of my secretaries was no longer able to do an attended transfer using the dedicated button on the phone. She would press it and it would do a blind transfer. I double checked that "multiple calls" was allowed and that the default transfer was attended transfer. Then my other secretary suddenly could not transfer with attended transfer. At first, it only affected 1 secretary and the other could still do attended. So I have gone from both having no problems to neither being able to do attended despite settings and all transfers being blind transfers.

When an outside call comes in, my phone rings with one tone. When it is a call from another extension, it rings with a different tone. In the past, an attended transfer call rang like an internal call but now the transfer rings as an outside call. For whether or not that would help, I don't know and I am extremely new and inexperienced with PBX. If there is more info needed, please let me know and please make it clear what you need since I probably will not recognize any abbreviations or buzzwords.

Thanks.

 

[leejor]

What was updated just before the change? Set firmware, or a 3CX update?

 

[YiannisH_3CX]

Hello @Tommy29102

How are you trying to perform an attended transfer? As the option "Select transfer method used (Blind or Attended) when you press a DSS key" suggests attended transfer will be used only if you use a DSS key. To perform an attended transfer by typing the number you need to place the original caller on hold, open a second line, dial the destination number and press the transfer button and the first line key to complete the transfer.

 

[Tommy29102]

What was updated just before the change? Set firmware, or a 3CX update?

The 3CX software updated Sunday morning. The problem started last week though and continued after the update. First secretary started with the problem last week on Thursday and second secretary started having the problem Tuesday morning this week. So before and after the update. Manually installed more updates yesterday but it did not help. Before anyone asks, i did try rebooting everything.

 

[Tommy29102]

I tried not using the regular method we had been using and alternatives did not work. Here is how we were doing it. Call comes in. We push the transfer button on the phone (icon looks like one phone with a small arrow to the other phone) then push a key on the side of the phone which is programmed to that person's extension. Receiver person gets an internal ring and picks up. Sender can tell them who is on the phone and when Sender hangs up, the original caller is now on the phone with the receiver person.

 

[YiannisH_3CX]

Thy the following and let me know if that works. Call comes in and is answered. Push the key on the side of the phone that is programmed to the persons extension. Once the receiver answers and you are ready to complete the transfer press the transfer button under the monitor of the phone.

 

[Tommy29102]

That worked in a test YiannisH_3CX. I will give that a try under real conditions but hopefully that is the solution! Thanks! Did something change to make it start requiring it to be that way?

 

[Tommy29102]

No problems and still working fine. Thank you very much for your help. I do wonder what caused it though.

 

[YiannisH_3CX]

Glad to see the issue has been resolved. Not sure if something changed as i was always trying attended transfer on Grandstream phones the way i suggested.