Fanvil X4 attended transfer sometimes doesn't work

[biomas]

Hello,
I have 2 Fanvil X4 that behave strangely when tranfering calls. Users use BLF for attended transfer and it usually works, but sometimes it doesn't and the call gets blindly transferred.
We also have an X5 and many Yealinks and they all work always correctly.

What I already checked: phones are provisioned by 3CX, PBX is up to date, phone firmware is up to date (at least 3CX says its ok), BLF transfer in Phone provisiong is set to "attended/consultative transfer".

Lorenzo

 

[JohnS_3CX]

Hi,

Please start by reading this and providing specific details about your setup so we can get a better idea:
https://www.3cx.com/community/threads/post-in-relevant-category.115838/

PS: Note specifically that there are 3 versions of this model

 

[biomas]

Sorry for not including the detailed information in my first post... here it is:

• 3CX Version: Enterprise Annual 18.0.5.418
• Server OS: Debian 10
• Is the 3CX Server Hosted and where? On-premises
• IP Phone Make/Model/Firmware version, Fanvil X4 (HW 3.2/23) Firmware 2.14.0.7387
• Provisioning Method: Local
• Trunk Provider or VoIP Gateway Make/Model: Patton SN4639/5BIS
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[JohnS_3CX]

Thanks for the info! These phones allow you to transfer calls a few different ways actually:

1. Using the screen "Xfer" soft button
2. Using the transfer hardware button

3. Using a BLF key

4. Using Hold, and then one of the above methods


These methods do not all work the same way. Sometimes you will find that user A prefers one method, user B prefers another, user C might use a couple of different methods etc. And when it gets busy in the office, it's understandable that some confusion might occur, especially because we perform these tasks instinctively when we are in a rush.

I would recommend you talk to the two users that are facing the issue individually, one at a time, and ask them to show you step by step how they complete their transfers. Just call them from your mobile app and have them transfer you somewhere. I have a suspicion that this might give you some hints as to why sometimes they transfer is blind and other times it is attended.

On the other hand, in case the phone is actually not behaving correctly, you might still be stuck with this problem because these models are EOL now and we no longer receive firmware updates from Fanvil.

Either way, let us know if you find anything interesting, or if you find a specific way to replicate the issue, and we will see what can be done in that case.