Caller dropped during Attended Transfer

[Daniel Gall]

Hi,

We're having some trouble on our reception when transferring calls

At the moment, if we use Attended transfer, reception gets put through to the destination voicemail but the original caller gets dropped. If we use unattended transfer, the original caller is put through to voicemail.

What we want to happen is if reception transfers the call and the destination doesn't answer, then the call is returned to reception.

Is there any way to get it so that the original caller is returned to reception?

Thanks,

Daniel

 

[YiannisH_3CX]

We're having some trouble on our reception when transferring calls

At the moment, if we use Attended transfer, reception gets put through to the destination voicemail but the original caller gets dropped. If we use unattended transfer, the original caller is put through to voicemail.

This should not happen as even if the receptionist calls the voicemail of an extension the original call should not drop.
Make sure that your devices are supported and you are using the default templates and supported firmware. You could also try the same scenario with a windows client and see if that works.

What we want to happen is if reception transfers the call and the destination doesn't answer, then the call is returned to reception.

Is there any way to get it so that the original caller is returned to reception?

The only option in the PBX that could return the call to the extension that performs the transfer applies only if the target extension is busy. You can find the option under Settings / PBX / Transfer Back on Busy.

Alternatively you can use shared parking to achieve the desired functionality. Once a call is answered the receptionist can park the call to a shared parking and call the target extension to confirm that it is available. If available the receptionist informs the target extension that a call is waiting on shared parking 1 for example and the target extension picks the call up. If the target extension is not available the receptionist picks the call up from Shared parking and resumes the call.

 

[Daniel Gall]

Hi Yiannis

We're having this issue whilst using the webclient at the moment, but I've recreated using a Yealink T48S and the windows client and am having the same trouble

I have enabled Transfer Back on Busy, and just tested with a call from the android client to reception, and when the attended transfer was unsuccessful I was just kept on hold and the call had to be ended (this was with the target on DnD)

We've found that the user recording a voicemail message seems to help, but is hit and miss

 

[Daniel Gall]

I've just done another test and it would seem that, when transferring from the windows client rather than the webclient, it seems to work - just need to select "line 1" when done and it goes back to the original caller

Is there a way to go back to the original line like this in the webclient?