Handset conference call initiator cannot leave call

[John Dugan]

Hi Folks, we are running 3CX v16 with Grandstream GRP2615s.

Here is our use case:

1. Customer calls in with a product application question
2. The call is answered by an account manager
3. The account manager, with the customer on the phone, conferences in their coworker who is a specialist for the specific product in question
4. The account manager having spoken together with the customer and their worker (the product application specialist) now wants to leave the call, confident the issue will be resolved

In this case, it appears that because the account manager initiated the conference call on the Grandstream, they are not able to leave the call. If they do, the call is ended for all parties. Is there a simple way for the account manager to leave the call without ending it in this case?

 

[leejor]

I think you are experiencing the intended behaviour.

https://www.3cx.com/community/threads/start-and-leave-conference-call-w-o-ending-it.63793/

https://www.3cx.com/community/threads/adding-a-third-party-to-a-call-then-leaving.64913/

 

[John Dugan]

Ahh. Per page 52 on the GRP2615 manual, there is a "Transfer on Conference Hangup" option.

http://www.grandstream.com/sites/default/files/Resources/GRP2600_admin_guide.pdf

It seems this is not incorporated in the 3CX firmware.

 

[leejor]

Many set features do not "play well" with 3CX and are best avoided, unless tested, and found to be consistently trouble free.

 

[John Dugan]

This "warm greeting" type of transfer is supported by 3CX on other phones. Is this something that Grandstream users can expect 3CX to release support for in a future firmware update?

If someone from 3CX could chime in, I'd appreciate it.