Attended Transfer on Softphones Intermittent.

[DrainBamaged]

Found this article: https://www.3cx.com/community/threads/softphone-attended-transfer-error.39966/

We have Enterprise v15.5, fully patched and involves 3CX softphone to 3CX softphone transfers internally, in the same building.

We are having the same issue as the reference thread above. A user is attempting to do an attended transfer and after connecting to the receiving party, when they press transfer it fails. I tried this myself several times and it works most of the time, but on one occasion I saw something out of place.

When you click on Attended transfer you go to the dial screen to dial the person you want to transfer to. When they answer, it goes back to the call screen and both the Blind & Attended transfer buttons are available. When you see that, pressing transfer does not work. You have to back out to Line 1 and start over again. Normally, (when it is working) only the transfer button is available when they answer with Attended transfer grayed out.

This is intermittent behavior occurring roughly every 1 in 15-25 calls. We have seen this with external queue calls and external direct calls to a DID. This feels like a softphone bug.

 

[JohnS_3CX]

Hi,

Please state your client version if possible.

The expected way of doing it is:

1. receive call on line 1
2. you now have the attended transfer option on screen
3. don't press line 2, just press attended transfer
4. now select the person you want to transfer to and wait for them to pick up
5. now you only have the transfer button and pressing it completes the transfer

I can't be certain (and correct me if i'm wrong here of course) but what I suspect might have happened was:

1. receive call on line 1
2. agent pressed line 2 to call the 2nd person (which starts a new call altogether)
3. agent tried to press transfer but you can only transfer line 2 forward, you cant transfer him to line 1 so you need to hang up line 2 and start over

This is the case in which the blind and attended would appear together while speaking to line 2 as you described above. I would need to see logs to be able to see if a specific call caused a similar scenario to occur unexpectedly

 

[DrainBamaged]

Hi John,

We're using V15.5.12227.5 softphone and the process in the first half of your email is what we are doing. That's the method we taught during staff training and how I did my testing when I replicated the issue.

Following those steps, at step 5 we sometimes see both transfer options.

 

[JohnS_3CX]

Can you isolate this in some way that it becomes reproducible?
Perhaps when the transfer is between specific extensions?
Or if it occurs with calls from specific destinations?

You will need a way to narrow it down since we have not had similar complaints cropping up and the one you quoted is too old to apply to your version of the client. You can take a look at the logs of the client also to see if anything shows up when the problematic case occurs

..\AppData\Roaming\3CXPhone for Windows\Logs

 

[DrainBamaged]

Will do. As the logs only exist on the client for a day I'll have to wait until the issue reoccurs.

Would be nice to keep the log files on clients for at least a week.