Call transfer failed - Digital receptionist - Dial by name

[Dmcleod-Stratus]

Hello, does anyone know of a way to resolve this error: the conditions happen through the “dial by name” feature in the digital receptionist section.

We get a “call transferred failed” when the extension owner has the option to “forward to Mobile” turned on AND “ring my mobile simultaneously” – this is “gone, extended” status that is set to Forward to mobile and under the available status the ring my mobile simultaneously –

the digital reception is reached by an external or internal caller. They select the dial by name feature. The caller selects the right name and then right extension the users name of the extension shows on the dialer screen and then the caller hears call transfer failed, it then goes back to the call by name menu and you can dial a different name.

some more details:

• I believe this is conflicting with workflow as it cannot ring my mobile simultaneously AND forward to mobile at the same time.
• If I set the user of the extension to status “gone, extended” to transfer to Voicemail the transfer works with no issues.
• I am looking for a work around other than removing one of the settings. Or training users to do something different.
• The users that use this setting often DO NOT have the 3cx app on their individual mobile

The system is an on-premise Enterprise v18.0.5.415 – on windows platform Size 96 simultaneous calls

Please let me know if you need any more detail or have something for me to try. Thanks, Doug.

 

[Evolute IT]

The issue is simple.

You should not be using both "forward to mobile" and "ring my mobile simultaneously" in the same status. It creates a loop.

It's one or the other.