audio on transferred calls

[rbergthold]

When a call is transferred, does the 3CX still see that call as an External call still. For example, if it originally came from outside the phone system and was then transferred by one agent to another? I ask this as I am wondering if i set a different ringtone for internal calls, will calls that came in externally then be seen as internal call upon transfer and use internal ring tone?

 

[leejor]

It may differ depending on whether the transfer is blind, or attended. I seem to recall this coming up a long time ago, which also means, the behavior may have changed during a release update. Does the caller ID show as coming from an extension, or the outside call? It's pretty straight forward to test this out if you have the system up and running, or is this theoretical?

 

[rbergthold]

i appreciate the reply. i will test it out in the lab with both attended & blind transfers from an outside #. my system is on 18.0 Update 8 (Build 939)

 

[rbergthold]

So, attended Transfer uses the Agent's Queue Ringtone. It first shows the Agent's extension that is trying to transfer to you; but then after they transfer the call, it shows the outside line.
Blind Transfer just uses the Agent's normal COMMON ringtone; but shows the outside number instead of the extension transferring the call to you.

 

[leejor]

The caller ID will reflect the number of the person you will first speak with, so it behaves as expected.