Solved Problems with attended transfer Yealink

[eliosfederico]

Hi,

We are new to Yealink phones but until now had no problems. In the last weeks I'm receiving a lot of user reports about transfers not working reliably.

Here an example of the problem: someone calls in, the OP picks up and the person calling asks to speak with sales. The OP then speed dials sales and the person calling should be put on hold. This does not work in most of the cases. The person calling will hear a "du-du" tone instead of our music on hold. When the OP then tries to connect the two parties, the caller keeps hearing the tone and the sales agent hears nothing.

I did try to change the music on hold file (even trying the stock Empy.wav file) without success. It looks like something hangs with the Yealink phones.

Any idea on how to solve this?

Thanks!

 

[JohnS_3CX]

Hi,

Can you give us some more information?

-PBX Version
-Phone model and firmware
-Provisioning method (PnP/Manual/DHCP Option?)
-OP Extension Phone options -> Transfer method when pressing DSS key

 

[FS_Mathieu]

Hello @eliosfederico

First of all, I'll try to transfer in an other way ! Put on hold yourself, then try the transfer key or try to put on hold and to do a new call and then transfer by hanging up.

Mathieu

 

[Sergio Fernandez]

I had similar issues
Are you using firmware 52.84.0.35? if so use 52.83.0.55.

It resolved the issue for me.

Regards
Sergio Fernandez

 

[eliosfederico]

Hi,

Can you give us some more information?

-PBX Version
-Phone model and firmware
-Provisioning method (PnP/Manual/DHCP Option?)
-OP Extension Phone options -> Transfer method when pressing DSS key

Hi,

PBX version is 16.0.1581
Phone model is T46G en version 28.81.188.7
Phones are provisioned with 3CX but I did change some settings on the phones but nothing regarding transfers
Transfer method is attended.

Thank you!

 

[eliosfederico]

Hello @eliosfederico

First of all, I'll try to transfer in an other way ! Put on hold yourself, then try the transfer key or try to put on hold and to do a new call and then transfer by hanging up.

Mathieu

Hi,

It doesn't change. Also if I put it on hold myself the other party will hear the tone du-du 90% of the times and if then I transfer it with the transfer key, the other party will keep hearing the du-du tone.

Also: if I want to go back from hold and speak with the caller again, it won't work and the caller still hears "du-du".
This happens also with a Gigaset DECT so I do not think is the Yealink's fault.

 

[JohnS_3CX]

Ok looks like you are using Lydis firmware which is older compared to 28.83.060 that we currently support. My device is stock Yealink so I cannot replicate this here for testing unfortunately, hopefully Lydis can provide support with that firmware instead.

Given the above, I would recommend to reset the device and reprovision it with the default 3CX template and test its behavior before you make any changes to it's settings to ensure the most compatibility.

I can confirm that I can do an attended transfer successfully using a speed dial on FW28.83.060 (V16SP2)

 

[eliosfederico]

Ok looks like you are using Lydis firmware which is older compared to 28.83.060 that we currently support. My device is stock Yealink so I cannot replicate this here for testing unfortunately, hopefully Lydis can provide support with that firmware instead.

Given the above, I would recommend to reset the device and reprovision it with the default 3CX template and test its behavior before you make any changes to it's settings to ensure the most compatibility.

I can confirm that I can do an attended transfer successfully using a speed dial on FW28.83.060 (V16SP2)

Thanks for your help. I doubt it's provisioning or phone problem. I think this is something on our SIP trunk. If I disable Support re-invite and support replaces then I get the attended transfer to work. I had the Support re-invite on because the trunk provider states that they support that.

Will I get any problems by disabling those two options?

 

[JohnS_3CX]

Ok in this case that explains the behavior perfectly, you should indeed leave those options disabled.

Enabling this will cause a send-only situation when the caller is on hold while you ring the other extension, and the SIP provider is sending that tone/sound to the caller or if they are behind a PBX their PBX will play them their own music on hold.

The provider may support those functions but the behavior when enabled might not be desirable or predictable. Leaving them off means that 3CX will send your music on hold while you complete the attended transfer. We recommend using supported providers with the templates we provide where these scenarios are pre-tested and disabled by default when we know it will cause issues. I'm glad this was resolved