Attended Transfer to Queue issue

[Cytranic]

We have a call transfer issue. We are on 15.5 and have a call queue with about 12 reps in the que. If anyone tries to do an attended transfer to the que, when the agent completes the transfer the caller goes to a voicemail.

Here is how we do it. We are all using Fanvil x4g phones.

1. Call rings Agent 1.
2. Agent 1 hits the XFER button on the Fanvil phone and types in the Que ext, in this case 828.
3. Agent 1 waits for someone to answer on the que.
4. When a Que rep answers the call, Agent 1 hits transfer on the phone. The phone kinda lags and freezes up, and then says transfer complete.*
5. The Call never gets transferred to the Que rep, the phone call goes into a voicemail.

*Sometimes the phone just plain out reboots, not all the time, but 4/10 times it will reboot. All phones are on latest supported firmware.
Any idea why this might be happening? Transferring to a ring group works no problem.

 

[Cytranic]

I forgot to mention that using a blind transfer to the Queue works as expected.

1. Agent1 hit Xfer, dials ext, hits xfer immediately. The call is transferred properly in this case.

 

[Cytranic]

Just adding more information for support.

3CX Phone Version: 15.5.15502.6 Enterprise
Fanvil x4G: 2.8.0.6251

Phones are locally configured.

 

[JohnS_3CX]

Hi @Cytranic

This behavior is confirmed in V15SP6, and was resolved in V16.

 

[Cytranic]

Is this an issue with Fanvil, because I tried transferring a call from a Fanvil to a 3CX Windows client in a que and it worked

 

[JohnS_3CX]

Hi @Cytranic

That's likely the case, it seems the recipient Fanvil gets stuck and reboots, I could not replicate this when testing using non-Fanvil phones.

But the revamped queues in V16 can work around this restriction and will not cause the Fanvil to reboot. The call gets transferred as expected.