Calls merging

[Tony Hughes]

Hey Guys,


Having an issue when our reception area is called and attempts to forward the call it's splitting the call into two.

I.e. caller one calls in to the office and then reception attempts to forward to joe blogs for some reason it's splitting the call into two. This is occurring every time the calls forwarded with reception having to have joe call the person back. Reception provided this video of whats happening

Any ideas?

Call log of it happening below so basically the 2999 called reception, then reception called Deb then call split.


Elizabeth O'Connor (201) Deborah Harrison (211) 00:00:13
04/17/2018 9:13:23 AM Deborah Harrison (211) Elizabeth O'Connor (201) Not Answered
04/17/2018 9:12:52 AM Elizabeth O'Connor (201) Deborah Harrison (211) 00:00:21
04/17/2018 9:12:29 AM 0883112999 Elizabeth O'Connor (201) 00:01:11


We can't get the calls to reemerge either

 

[leejor]

The video was about a second long, and showed a lamp blink twice on the set, not much to go by.
I'm not certain as to what you mean by "the call is split". I have not heard that term used to describe something happening to a call before. Do you mean it is ringing two sets when transferred?

How is the transfer being done? Attended transfer, blind transfer? Does the "issue" happen when doing a transfer to one set in particular, or when a transfer occurs to any extension?

When did this begin? If it only recently began, what changes have been made to anything involving the phone system or network?

What version of 3CX are you using? Hosted locally?

 

[Tony Hughes]

Hey basically what is happening is a call will be inbound to reception they will take the call and attampt to xfer the call to another person they xfer it's actually not forwarding the call but placing the phone call into two calls when you hit xfer it doesn't actually have the original call on the line. We've tried it multiple times when it occurs and it does the same thing just splits the call i.e. puts the xref on two different lines you cannot join or forward.


It's not anything with the network as i can forward calls locally fine and even externals from my line it seems to be only reception (occurs maybe 5 times a day not all the time). Version is 15.0.59381.0

 

[leejor]

So it's intermittent.. the worst to try to troubleshoot .

I'm still not clear on how the call is "split".

So receptionist hits the transfer key on the Cisco set, then...dials the extension, waits for the destination to answer, then what happens?

Or is this a blind transfer?

Have you checked the Activity Log after this happens? There may be something in there that will be of help.

 

[YiannisH_3CX]

I would have the receptionist use a 3CX client if possible and see if you can replicate the issue there. It could be the IP phone not behaving correctly.