Incoming call lost after second transfer attempt

Discussion in '3CX Phone System - General' started by Bart Crommen, Mar 21, 2018.

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  1. Bart Crommen

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    Hi,

    The receptionist of our customer has the following issue on their 3CX system:

    I transfer the incoming call
    *The extension is busy
    *I can retrieve the call and say to the person calling that the line is busy
    *But If the person calling wants me to connect to a another extension, the line drops dead right after I press transfer

    Installed 3CX version 15.5.9348.3

    How can we trouble shoot the issue?

    Many thanks,

    Bart
     
  2. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

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    Hello @Bart Crommen

    Are you attempting an attended transfer or a blind transfer? How are you retrieving the call back?
    Are you using a 3CX client or an IP phone? Are these local to the server or remote?
    Please provide some details regarding your setup and the call flow so we can try and replicate.
     
  3. Bart Crommen

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    Hi,

    It happens with the attended transfer using an IP phone yealink T46.
    The 3CX server is local.

    I'm not sure what you mean with 'How are you retrieving the call back?'.

    Best Regards,

    Bart
     
  4. YiannisH_3CX

    YiannisH_3CX Support Team
    Staff Member 3CX Support

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    Ok, so the call comes in to an extension (directly, through a queue, ring group, IVR?). Then the extension tries to perform an attended transfer to another extension. The target extension is Busy so the extension re-connects to the caller. Then tries another attended(?) transfer and the call drops once the transfer is about to be completed?
    Can this be replicated if the original caller is an extension?
    Are you using the default templates for the phones?
    Are the phones running the default templates?
     
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