Issue with Callback Behavior on Call Transfer in 3CX

[samehJABRI]

We are experiencing an issue with the callback behavior in our 3CX system when an agent performs a call transfer. Currently, if the initial agent transfers a call to another agent who is unavailable, the call is automatically returned to the initial agent via a callback.

Impact of the Issue:

This behavior creates an undesired call return loop, which overloads the first-level agents and interrupts the call flow. It also complicates call management as agents need to handle unexpected call returns.

Request:

We would like to disable or block the callback return to the initial agent when a transfer fails due to the unavailability of the destination agent. Could you provide us with a configuration solution or specific settings to prevent this automatic call return?

Additional Information:

• 3CX Version: V20

 

[NicholasP_3CX]

 

[samehJABRI]

I have disabled this feature, but the call still returns to the initial agent as usual, despite the deactivation. Could you let me know if additional settings are required or if a different configuration is needed to prevent this automatic call return?

Thank you in advance for your assistance.

 

[NicholasP_3CX]

What forwarding rule does the agent you are transferring to have? If they have defined the call to go back you would need to go into the users settings and reconfigure this.

 

[samehJABRI]

This response directly communicates that the option is already disabled but the issue continues, suggesting it might be a bug, and requests further guidance.

 

[NicholasP_3CX]

In order to confirm your configuration you would have to contact our Technical Support team, along with the support info of the PBX as well as a detailed explanation of what you are doing.

You are not giving us much to go on here.

You mention the callback feature. Please provide more information.

When the agent transfersw the call, who are they transferring to. The user who the call is transferred to, what do they have configured as a forwarding rule for internal calls?

Anything further than this will need for you to contact our technical support team via the ticketing system.