Attended Transfer not working in Windows Application

[bllawrence]

We are running a local windows installation of 3cx using ver 16.0.5.612 and Yealink T29G sip phones. She originally had a T46 but I switched to a T29G during the troubleshooting just because I like the T29 better.. Our customer care staff really only use the windows app for watching their call queue and making transfers to other extensions. They are set to deskphone within the Windows App. One of our customer care staff has reported and I have witnessed that she is unable to do an attended transfer from within the Queue Manager view. The process she is trying to use is the same process that works fine from my computer.

right click an active call in the queue manager view
click on Attended Transfer
search for the extension she wants to transfer to
click on the extension
nothing happens. no clicks, no hold music, no transfer, it's as though she hasn't done anything at all.

I have uninstalled the application
re-installed the application (updated version)
no success.

uninstalled the application
deleted the AppData\Roaming\3CXPhone for Windows\ folder
restarted the computer
installed the application
ran the configuration file for her extension
still the same issue.

tested again from my phone. works perfectly. her team members in customer care can also transfer in that manner.

She can transfer that way just fine if she goes strictly softphone but management wants us using the physical phones for phone calls.

Anyone have any good ideas on what to look for?

 

[JohnS_3CX]

Hello,

When you tested from your extension (successfully) were you also switched to CTI mode or were you in softclient?

 

[bllawrence]

I was in CTI mode also. I was configured the same way she was. I'm wondering if there is a some corruption in her windows user profile but was hoping someone had battled this before and had come up with a solution that would prevent me from having to blow away her profile and re-create it.

An additional piece of information....she told me it was working one day. Then she moved her phone and computer to one of our other locations and that's when the problem presented itself. Maybe that's when the problem started. Maybe it started at the end of the previous day and she just didn't have a reason to transfer calls late in the day so she didn't notice it. I can't say with absolute certainty. I have checked and there is nothing different about the network setup at the new location other than the IP addressing. The phone itself is still working just fine. If she handles everything on the phone she can make, receive, and transfer calls with no problems. It's only when trying to use the computer to make the transfer that she has issues. And of course, being in customer care with phone calls coming in for about 40 locations, the computer is the much quicker and more efficient method of making the transfer.

 

[JohnS_3CX]

You could provision her extension on your PC and try to replicate from there.

At least we will know if the issue relates to her PC or her extension/device

 

[bllawrence]

You could provision her extension on your PC and try to replicate from there.

At least we will know if the issue relates to her PC or her extension/device

thanks for the suggestion. we completely removed her windows profile from the computer she is using and then let her login again. same issues with a brand new profile. If she can log onto my machine and it works fine, then we may have an ACL issue in a switch. I'm not seeing anything that would prevent her from performing the functions.

 

[JohnS_3CX]

Did you manage to get any progress in the end?

 

[bllawrence]

sorry for the delayed response. I was on vacation. It almost has to be something in that computer. While I was sitting at another workstation we got her logged into that workstation via RDP. configured the local phone as her extension and I wore the headset so I could actually answer a call and be able to talk. she could perform all tasks just fine via rdp into a different computer. Not sure where else to look since we completely removed her windows profile.

 

[JohnS_3CX]

Hi ,

When in CTI mode, the Windows client will send out HTTP commands.

You can run a capture on the PC while sending a CTI command

You can also run a capture on the phone device when you send the above command

Now you need to filter and then see if the command left the NIC of the PC, and also if it hit the NIC of the Yealink without becoming corrupted.

 

[bllawrence]

Hi ,

When in CTI mode, the Windows client will send out HTTP commands.

You can run a capture on the PC while sending a CTI command

You can also run a capture on the phone device when you send the above command

Now you need to filter the see if the command left the NIC of the PC, and also if it hit the NIC of the Yealink without becoming corrupted.

Thanks for that information. Unfortunately this user has taken another position within the agency and I will have to wait and see if there is an issue with the new person when they come onboard.

 

[JohnS_3CX]

No problem,

I will close this thread and you can start a new one in case you face the same issues.

The capture method I mentioned above will reveal what is happening.