Odd, potential bug re-transferring a call

[Paul Farr]

Hi,

Our users are having an issue with transferring calls. Here's how it goes:

Incoming call through IVR
Hold for reception, goes to a prioritised hunt group
Call answered
Attended transfer to extension
Extension busy
Picks call back up and talks to caller
Extension becomes available
Transfer to extension but user puts phone down and it doesnt need to be 'attended' - Happens if they put the phone down or the try to talk.
Caller is transferred to extensions voicemail, rather than ringing etc...

Does anyone know why this would be? It doesn't matter which extension its transferring to, same issue. And doesnt happen if the 2nd transfer is to a different extension.

Thanks,
Paul

 

[JohnS_3CX]

Transfer to extension but user puts phone down and it doesnt need to be 'attended' - Happens if they put the phone down or the try to talk.

Hi Paul,

The call flow description is not very clear. Especially this part above.

It would also help us better understand if you use this link first:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

 

[Paul Farr]

Hi John,

As the extension is set to attended transfer, the problem basically occurs if the receptionist speaks to the person she is transferring the call to or simply hangs up (making it in effect, blind)

Thanks

• 3CX Version, e.g. Professional Perpetual 16.0.493
• Server OS, Google Cloud
• IP Phone Make/Model/Firmware Yealink T46s and T42s , latest firmware
• Provisioning Method: SBC
• Trunk Provider or Gateway Unknown
• Has the Firewall Checker passed: YES
• Are custom Phone Templates being used: NO

 

[JohnS_3CX]

It sounds like the reason this happens is because of the destination extension's forwarding settings taking effect. The question is which one of the following?



When the receptionist blind transfers a call, it goes to voicemail. So under which scenarios does the call go to voicemail in the destination's Forwarding Rules?

When you find out which one, then you can look at why that scenario is triggered?

Note while investigating: You also said "Transfer to extension but user puts phone down and it doesnt need to be 'attended' - Happens if they put the phone down or the try to talk " These are two separate cases.