How to stop calls on hold from being transferred

[AndyJ]

Calls on-hold are being transferred when the user speaks to another extension, I would like to stop on-hold calls being transferred.
We have t46U on 3CX
Currently, when the user puts a call on hold, dials another extension and chat, at the end of the chat, the call is most often transferred to the other extension (I think depending on who hangs up first). Our users specifically want to keep the call while on hold, until they choose to hit the transfer button and dial the extension. They don't like the Shared Parking option.

 

[TheodorosG_3CX]

Are you sure the calls are not Parked?

 

[AndyJ]

No, phone says On Hold, and shows the pause symbol

 

[TheodorosG_3CX]

Are you pressing Hold or a BLF key? Also calls are transferred to specific extension or to the extension that put it on hold?

 

[AndyJ]

Press hold then BLF to speak to someone else. I think that particular someone else has to hang up first, otherwise the call gets transferred.

 

[TheodorosG_3CX]

What is the model and firmware version of the ip phones? Also making this from the web client, you have the same behavior?

 

[AndyJ]

FW 108.86.0.76
We don't use the web client, but I just tried, and it was greyed out. I couldn't click it.

 

[TheodorosG_3CX]

When putting the call on hold and pressing a BLF you are actually making a transfer. This should not be the process but instead park the call.

 

[AndyJ]

Yes, that's exactly my point. The hold button should be to pause the call, so the user can do whatever they want to do, and pick it back up without remembering which SP they put it on. The transfer button should be the button responsible for transferring the call. I'm just saying how the users intuitively use the system, regardless of what I've asked them to do.

 

[TheodorosG_3CX]

Go then to the Phone Provisioning tab of the extension and set the option below:


This will allow you to do this function.

 

[AndyJ]

Thank you, I'll give that a try.

 

[TheodorosG_3CX]

Just do not forget after the setting to reprovision the phone.
Let me know the outcome