Issues Transferring Yealink T58a

[ChrisTitusTech]

We're having some intermittent issues with call transferring.

The normal workflow for our calls goes like this:

1. Someone calls in and front desk answers
2. Front desk puts caller in park while they check if the person the caller is trying to reach is available.
3. If they are available, the front desk transfers them through. If they are not available, the front desk sends the caller to the correct person's voicemail.

The issue we're having is when the front desk transfers the call, sometimes it appears to be transferred but you can still hear and talk to the caller. If you set the phone down it puts the call on speaker, but it does not hang up on the caller. The display does not show that the call is active or any way to hang up. So far, the only way we've seen to end the call is powering off the phone. This has happened pretty sporadically, but it's happened about 3 times this week so it's getting to frequent to look past.

I've seen some others say that if "supports re-invite" or "supports replaces" are enabled that it can cause similar issues. Both of these are disabled for us.

 

[TheodorosG_3CX]

This happens only when using ip phones?
Testing this scenario with the 3Cx WebClient, the issue is the same?
Also you have not mentioned the model,firmware version and provisioning method of the ip phone.

 

[ChrisTitusTech]

This happens only when using ip phones?
Testing this scenario with the 3Cx WebClient, the issue is the same?
Also you have not mentioned the model,firmware version and provisioning method of the ip phone.

Sorry for the very delayed response. It's a very intermittent issue.

We've never had it happen in the app or web client but those don't get used very much so that doesn't necessarily mean it couldn't happen.

As for the missing information here it is:
Model: Yealink T58a or SIP-T58
Firmware Version: 58.86.0.39
Provisioning method: 3CX SBC (remote)

 

[TheodorosG_3CX]

Just to clarify you perform an attended transfer correct?

 

[ChrisTitusTech]

Just to clarify you perform an attended transfer correct?

No, usually it is a blind transfer.

Our receptionist will place the caller on park while she confirms with the person the caller is trying to reach whether or not they want to take the call.

The issue is after she performs the blind transfer occasionally the call will appear to be gone from her phone, but she can still hear the caller and the person she transferred to. There's no indication of an active call and so far, we've found we have to power the phone off to fix it.

 

[TheodorosG_3CX]

To be honest i cannot replicate this on multiple Yealink models behind SBC or router phone.
Maybe there was pressed another button here.