External Transfer

[tim.mansell]

Hello,

We believe there may be a bug within the call handling when I call is transferred externally.

For example,

A new call comes into the queue.
Extension picks up call.
Extension wishes to transfer call.
Extension call external number to do attended transfer.
Extension completes attended transfer.
Extension handset is now available, i.e. shows no call.

A new call comes into the queue.
Extension does not ring?
Check Active Calls in System Management.
Extension shows as call Active to transfer recipient.

Call between two external parties working as expected able to talk.
Kill Active Call for Extension to transfer recipient.
Call between two external parties continues to function.


Running latest version of 3CX.

Anybody else able to replicate to confirm?


Many Thanks,
Tim

 

[YiannisH_3CX]

Hello @tim.mansell

What devices are the agents using and how are they performing the transfer? I did try to replicate the issue and although the call is still active in the active calls screen(this is normal), the agent is available and can receive a new queue call.

 

[tim.mansell]

Thank you for the reply and investigation.

We are using the Yealink T27G on all handsets. Agent is simply using the transfer button on handset and dialling external number. Handset is set to attended transfer.

I kind of assumed that the active call may be normal due to the licensing model.

Does the wrap-up time end after the transfer or after the active call ends?

 

[YiannisH_3CX]

Does the wrap-up time end after the transfer or after the active call ends?

The wrap up time should start counting once the agent completes the transfer and the extension receives the 200 OK. At that point the agent should be released. If not then that could mean that the transfer is not completed correctly and the extension does not receive the correct termination of the call.