Callback transfer on blind-transfer

[Tony_91]

Hey guys I have a 3cx customer that is wanting callback transfer enabled on calls that are busy or not answered. This 3cx is on premise windows server, version:18.0. Now I have went to settings>general>Transfer Back On Busy and put the dial code as *3 changed the timeout to 10 seconds. Then went to User>Forwarding Rules and changed the "If I do not answer or busy" to end call. But when I do a test it just ends the call, no transfer back? What am I missing? This seems like it should be pretty straight forward!

 

[Evolute IT]

Hey guys I have a 3cx customer that is wanting callback transfer enabled on calls that are busy or not answered. This 3cx is on premise windows server, version:18.0. Now I have went to settings>general>Transfer Back On Busy and put the dial code as *3 changed the timeout to 10 seconds. Then went to User>Forwarding Rules and changed the "If I do not answer or busy" to end call. But when I do a test it just ends the call, no transfer back? What am I missing? This seems like it should be pretty straight forward!

According to here: https://www.3cx.com/docs/blind-transfer-callback/

When an extension is configured to accept more than one call at the same time (under “Edit Extension” > “Forwarding Rules” > “Accept multiple calls” tabs), the call will not bounce back, but will instead be handled according to that extensions forwarding rules (by default, if the call is not answered within 20 seconds then the call is sent to voicemail).

 

[Tony_91]

I do not have accept multiple calls checked under the extensions I am testing. I also do not have them going to voicemail if call is not answered.

 

[Evolute IT]

I do not have accept multiple calls checked under the extensions I am testing. I also do not have them going to voicemail if call is not answered.

You are using Blind Transfer right? Not attended?

 

[Tony_91]

Yes sir, that is correct.

 

[Evolute IT]

Hmm, then it is odd. Can you put the system in Verbose (Console > Activity Log > Settings) and try a few test.

See if you get any errors in the log.

 

[Tony_91]

So after putting the system into Verbose and doing some test this is what I get:

11/30/2021 11:43:15 AM - ~Target=Ext:Ext.114

11/30/2021 11:43:15 AM - [CM503020]: Call(C:508): Normal call termination. Call originator: Line:10002<<8709262099. Reason: Disabled by Forwarding Rule

11/30/2021 11:43:15 AM - [CM503016]: Call(C:508): Attempt to reach <sip:[email protected]:5060> from Line:10002<<8709262099 has failed. Reason: Busy

11/30/2021 11:43:15 AM - [Flow] Call(C:508): Forward on 'No Answer' is disabled

11/30/2021 11:43:15 AM - L:508.1[Line:10002<<8709262099] forwards call from Extn:114 to EndCall:EndCall based on rule Fwd[Available/NoAnsw]

11/30/2021 11:43:15 AM - [Flow] Endpoint Extn:114 forwarding rule Fwd[Available/NoAnsw] on reason No Answer is set to 'EndCall'

11/30/2021 11:43:15 AM - [Flow] Current call diversion path:[]

11/30/2021 11:43:15 AM - L:508.1[Line:10002<<8709262099] failed to reach Extn:114, reason No Answer

11/30/2021 11:43:15 AM - RerouteReq

 

[Evolute IT]

What are you doing to test? The docs also says that a rejected call will go to VM. The extension really needs to be "busy"/on-call.

Have you tried it that way?

 

[Tony_91]

I have the extension ending the call. I do not see in the drop down tab anything about busy/on-call. these are the options I have:
Forward To Voicemail
Forward To Extension's Voicemail
Forward To Mobile
Forward To Extension
Forward To Number
End Call

 

[NickD_3CX]

I have the extension ending the call. I do not see in the drop down tab anything about busy/on-call. these are the options I have:
Forward To Voicemail
Forward To Extension's Voicemail
Forward To Mobile
Forward To Extension
Forward To Number
End Call

In your opening post you said you have set the Dial code to *3 in Settings > General> Transfer Back On Busy.
Try setting it to *3*.

I have a feeling *3 is overlapping with another dial code, then try again.

 

[Tony_91]

NickD_3CX- I tried changing the dial code to *3* and still have the same results. The call just ends after the timeout.

 

[NickD_3CX]

NickD_3CX- I tried changing the dial code to *3* and still have the same results. The call just ends after the timeout.

So Ext A answers and External Call, then Blind Transfers to Ext B, and B is busy.

What type of endpoint is Ext A using, IP Phone, 3CX Mobile app, Desktop App, 'old' Windows Client? (if it's an app, please state the version too)

 

[Tony_91]

It works fine if the ext. is busy, I need it to work if the user doesnt answer the call. Ext. A and Ext. B are both using Yealink T48s.

 

[ChrisC_3CX]

It works fine if the ext. is busy, I need it to work if the user doesnt answer the call.

This feature will only actually work when the final destination is busy as implied by the name "Transfer Back on Busy".

 

[Tony_91]

Why would there not be a Transfer Back on no answer? Is there a work around for this to work?

 

[ChrisC_3CX]

Why would there not be a Transfer Back on no answer? Is there a work around for this to work?

I'm afraid not.