Solved Attended Transfer Issues - Fanvil x5s

[Rick S]

Using latest 3CX. Phone provisioning set to Attended Transfer for BLF.

Call comes into User1.
User1 identifies call as needing to talk to User2.
Xfer -> BLF of User2.
User1 talks to User2.
User2 says transfer the caller.
User1 hits xfer again, and User2 is now talking with the caller.

This is typical behavior, and works for most scenarios.

However, User2 never sees the caller ID information from the original caller. It's as if they are talking to User1, when they're actually talking to outside caller. How do I fix it so that the Outside Caller ID shows on the User2 phone? I know that default behavior is supposed to show User1 on the initial call, but I should see the caller ID information of the outside call after the transfer completes.

2nd Issue: If User2 needs to transfer the call back to User1, Xfer -> BLF User1 fails. The light is now flashing yellow, which i believe is tied to my first issue, because I think that the call is never actually given up by User1.

User1 phone shows transfer completed and none of the lines appear in use.

Any thoughts on how to resolve this?

Thank you,

Rick

 

[Rick S]

I also want to point out that if I do an attended transfer without using the BLF (dialing the extension directly) the behavior is the same. I only see the User1's caller ID, and not the originating caller after the transfer is complete.

 

[YiannisH_3CX]

Hello @Rick S

Please note that there is currently a firmware issue with Fanvil phones that causes your first issue. We have already contacted Fanvil and we are waiting for a fix.

Regarding the second issue, once the first transfer is completed do you see the BLF key of user 1 as busy? Also is this between 2 Fanvil phones? Have you tried replicating the issue using a 3CX client?

 

[Rick S]

After the transfer is complete, the BLF is green. It only starts flashing yellow when I attempt to xfer the call back to User1. The more I think about it, it does seem to be tied to the first issue. The phone thinks that it is still talking to User1, so it won't let you transfer a call to someone you're already talking to.

Yes this is between two Fanvil x5S phones and I have not tried to replicate it because we are not using softclients for in-office communication.

 

[Rick S]

A new fanvil firmware (technically unsupported) was released today and the issue is still not resolved and it's been known for 4 months. Is there an older firmware for the x5S that ever worked correctly?

 

[YiannisH_3CX]

After the transfer is complete, the BLF is green. It only starts flashing yellow when I attempt to xfer the call back to User1. The more I think about it, it does seem to be tied to the first issue. The phone thinks that it is still talking to User1, so it won't let you transfer a call to someone you're already talking to.

I just tried to replicate the issue but i am not able to . The second transfer also completes successfully. I do not think the 2 issues are connected as the issue is just a display issue not a SIP issue. The phone is simply not replacing the caller ID once the transfer is complete but the transfer is completed and the phone appears as available.
Check the activity log for any indications as to why the call is dropped. Are the phones local to the server or remote?

 

[YiannisH_3CX]

A new fanvil firmware (technically unsupported) was released today and the issue is still not resolved and it's been known for 4 months. Is there an older firmware for the x5S that ever worked correctly?

If i recall the previous firmware to the supported was working however that firmware was not tested against the latest version of the PBX so there is no guarantee that you won't face any other issues.

 

[Rick S]

The call is not dropped. I cannot transfer via the BLF to the same party that transferred the call to me. When I hit xfer, the BLF for that party turns yellow, and the phone wont let you use it to complete the transfer. If you manually type the extension, you can complete the transfer.

 

[YiannisH_3CX]

The call is not dropped. I cannot transfer via the BLF to the same party that transferred the call to me. When I hit xfer, the BLF for that party turns yellow, and the phone wont let you use it to complete the transfer. If you manually type the extension, you can complete the transfer.

Thank you for the update. I was able to replicate the issue with the added info. Please note that the next update of the PBX will come with new firmware for these phones that will fix both issues. The next service pack is currently in Beta and if no issues arise it will be released shortly.

 

[Rick S]

Is the firmware available to try? I'm running the beta and have the alternate firmware option enabled, but there doesn't seem to be any available firmware other than 1.2.5 for those phones.

 

[YiannisH_3CX]

s the firmware available to try? I'm running the beta and have the alternate firmware option enabled, but there doesn't seem to be any available firmware other than 1.2.5 for those phones.

I am afraid you will need to wait for the final release to have the firmware available for download.

 

[Rick S]

Installed the new update and the new firmware on the phones. x5S phones are now running 1.4.4.2. Problem still persists. Attended transfers show the caller id of the transfering party, and not the outside caller after the transfer is complete.

Is there something else I need to do?

 

[Rick S]

I feel this may have got lost. If this was resolved with the latest firmware as you stated, what else needs to be done because the problem still persists after updating the firmware.

 

[YiannisH_3CX]

The issue should be fixed with the latest update and firmware. We try to replicate it on our side and the phones perform as intended. Try re-provisioning the phones to make sure that the changes are correctly applied. If the issue still persists i would recommend creating a ticket with our support department so they can take a look at the issue and determine the cause.

 

[YiannisH_3CX]

You could also possibly try to factory reset 2 devices and re-provision them and check if that solves the issue.

 

[Rick S]

When you said to reprovision, that's exactly what I did. I did a factory reset and I even deleted the phones from the extensions and set them up new.

I think you need to test your equipment again. A blind transfer works. The outside caller ID will show. An attended transfer only shows the internal caller. Please run your test again to confirm that attended transfers show the caller ID of the outside party after completing the transfer.

I am not using custom templates or any strange provisioning.

 

[YiannisH_3CX]

Please note that i have tested multiple times with multiple scenarios with calls from internal and external callers. In all scenarios attended transfers work and the caller ID is updated once the transfer is complete.
Make sure that everything is up to date and if the issue persists i would recommend creating a ticket with our support department so they can look into the issue and see what is causing it.

 

[Rick S]

So to resolve this issue, under troubleshooting you need to enable "Support Re-Invite" and "Support 'Replaces' header.

This is bad wording. The Troubleshooting section says "Potentially overcome compatibility issues with old/incompatible phones with these options". This implies that these options should only be used if you have an old or incompatible phone. Apparently, these options are checked by default, but since I was running a new and supported phone, having those options checked seemed inappropriate.

 

[phonemaster]

So to resolve this issue, under troubleshooting you need to enable "Support Re-Invite" and "Support 'Replaces' header.

This is bad wording. The Troubleshooting section says "Potentially overcome compatibility issues with old/incompatible phones with these options". This implies that these options should only be used if you have an old or incompatible phone. Apparently, these options are checked by default, but since I was running a new and supported phone, having those options checked seemed inappropriate.

Hi Rick S,
I think you didn't get the point. "Support Re-Invite" and "Support 'Replaces'" features can be disabled when you are using the old/incompatible phones. In case when the fully supported phones are used it's better DO NOT touch them and keep them enabled. I disabled them once when had a "one-way audio" problem on some not supported phone - and it helped.
In your case Fanvil X5s is marked as fully supported phone. When you disable the "Support Re-Invite" and "Support 'Replaces'" features PBX have no chance to update the caller information on the phone and this is why you have a problem. As I remember, the caller ID is updating by 'Replaces' header.
We are installing a lot of Fanvil phones for our customers and always keeping the "Support Re-Invite" and "Support 'Replaces'" features enabled on 3CX PBX.

 

[Rick S]

I think you're not getting my point. When you're going through a setup and trying to figure things out, the section implies that you should only use these when you are using an old or unsupported phone. If it is supposed to be a default, then you shouldn't have anything checked, and those options should read "Disable Support for Re-Invite" and "Disable Support for "Replaces" header".

Or you need to change the wording to say something like "Only change these if you are encountering problems", but it says to use them for old and unsupported phones.