Solved Issue on attended transfert

[luc.jubeau]

Hello,

We have a client with an issue on attended transfert with desktop app. When they call for the tranfert, the pop-up don't show the join button. There is only transfert and attended tranfert. So they can't transfert the call. We tried to uninstall desktop app and did a new install. The issue was solved but i came back.

Version 18 : 3CX
Desktop OS: Windows 10
Desktop App : 18.10.461

 

[SnakeRiverWebDevelopment]

the pop-up don't show the join button

It won't, when you try to transfer a call you have 2 choices, attended or blind.

 

[luc.jubeau]

To be more detailled :

Yes, we have two choices: attended and Blind.
Firstly, when a call is received, the user chooses attended
Secondly, he calls an another user to be sure that the call could be transfered.
Then, he can't transfer to him because, there is a bug on 3cx Desktop App. The join button does not appear (capture below).



We uninstalled Desktop App and reinstalled it. The issue was solved but it came back.

 

[JohnS_3CX]

If you use the "Nouvel appel" button to call the 2nd person, this counts as a new call.

So it cannot be joined in this case. When transferring, do not user the "Nouvel appel" button.

 

[Evolute IT]

To be more detailled :

Yes, we have two choices: attended and Blind.
Firstly, when a call is received, the user chooses attended
Secondly, he calls an another user to be sure that the call could be transfered.
Then, he can't transfer to him because, there is a bug on 3cx Desktop App. The join button does not appear (capture below).

View attachment 33732

We uninstalled Desktop App and reinstalled it. The issue was solved but it came back.

You need to use "Transfert sup." and not "Nouvel appel" like John said. Otherwise the app does not know about the expected join.

 

[luc.jubeau]

Thanks for your answers but i explained again with detailled capture

Firstly, when a call is received, the user chooses attended


Secondly, he calls an another user to be sure that the call could be transfered.

Then, he can't transfer to him because, there is a bug on 3cx Desktop App. The join button does not appear (capture below).



Thanks for your returns

 

[JohnS_3CX]

Secondly, he calls an another user to be sure that the call could be transfered.

How exactly does the user call the 2nd person? This might be the small detail that makes all the difference

 

[luc.jubeau]

he uses this window :



but sometimes, enter letters in this one and select the user :



the issue is the same

 

[JohnS_3CX]

he uses this window :

View attachment 33796

but sometimes, enter letters in this one and select the user :

View attachment 33798

the issue is the same

a) The first method is a guaranteed failure - always. This method is not supported by the client, please instruct the user not to do it this way.

b) The second method should always work - and by this I mean you need to first click Attended Transfer, then type inside the dialer window, and when the correct user appears you click on them like my arrow shows below.

 

[luc.jubeau]

hi,

Thanks John. My users are grateful for your answer. The issue is solved.

I'm joining them to thank you.

You could close this thread.

 

[JohnS_3CX]

Happy to be of help Luc!