Transfer back on no answer...

[mgroom]

I have tried What john suggests in the following thread but the call still just hangs up. It does however transfer back on busy like it supposed to. Anybody have any advise or suggestions

https://www.3cx.com/community/threads/transfer-back-on-no-answer.78156/

 

[JohnS_3CX]

Hi,


The expected behavior, is to have the call transferred back to you if a busy signal is actually generated.

..and you did say that this does indeed happen:

It does however transfer back on busy like it supposed to.

Hence I haven't understood yet what you're after, can you give us a more detailed explanation of what that is?

 

[mgroom]

I set busy on transfer, turned off accept multiple calls got on the phone and then tried a transfer. It transfered back as expected. I then set the forwarding on my extension to end call(which is supposed to return a busy). I tried to transfer again and after the ringing was done it hung up rather than transferring back as expected.

 

[mgroom]

I was following this but "End Call" is ending the call not transferring back like it says it should.

 

[JohnS_3CX]

Hmm.. I'm still not 100% sure I fully understood what you did, let's take it all step by step just to make sure shall we?

1. Go here and type *3* in the box, then press OK to save


2. Now create 2 brand new extensions leaving everything default - do not change any of the settings so we can start with a clean slate!

3. Provision each extension to lets say, a mobile app or web client and call each other to make sure all is good. (A calls B)

4. Now let's modify extension B like so:

..which should create the busy scenario in all cases.

5. Finally call your extension A from any other extension, and answer. Now blind transfer to B.

At this point B will send a busy, and A should start ringing again, having received the caller back.


Replicate this and ensure the system behaves as expected in this default scenario. Once validated, you can use extension B as your example to then go and compare your existing extensions.

 

[mgroom]

Ok Following your Guide
1.


2&3. Set up 2 brand new extensions 101 and 102 and provisioned each to a separate mobile device.
101 can call 102 and vice versa.
4. I set up Ext 101 exactly as shown

5. I called 102 from my extension and answered it. I then did a blind transfer to 101. 101 rang and when not answered it hung up. It did not recall back to 102 as we are expecting.

6. I did also busy out 101 by having it talk to another ext. I then called 102 and transferred it to 101. It did at this point transfer back to 102.

So the transfer back on busy is working if the phone is actually busy but not if we put end call and let it ring no answer.
I did set the activity log to verbose and retested. The log shows the system is returning that the extension is busy but it is ending the call not recalling to the person who transferred it.

 

[JohnS_3CX]

Ok I fully understand what you wanted now, and I also checked from our side to get more details on this feature.

We have two separate scenarios here, its nuanced but here is how it works

1. How the system currently works:

• If destination is actually busy (ie. the extension is in a call), transfer back.
• If destination does not answer follow the forwarding rules.

2. How you prefered the system to work:

• If destination is actually busy (ie. the extension is in a call), transfer back.
• If destination does not answer transfer back.

If you do not answer, it is a completely different scenario from being busy, so I'm afraid it will not be possible to achieve what you wanted because this feature was not designed that way.
https://www.3cx.com/docs/blind-transfer-callback/

You can check our Ideas section, and upvote this as a feature request
https://www.3cx.com/community/threads/transfer-call-back-to-when-no-answer.52777/

 

[mgroom]

OK thank you, I was just following the other post and it said it worked. Anyway to escalate this as its needed and has been overlooked for 6 years and has over 150+ upvotes.

 

[JohnS_3CX]

Not that I'm aware of, and if it's already in the ideas it may be considered in the future.

I think I will remove the other thread since we have confirmed it does not apply anymore, thanks for bringing that to my attention.

 

[Nick W]

This exact request came in TWICE this week, I have no idea why its become such a huge request, but its going to get my vote. Transfer back on not answered would be a good option to have.

 

[trustinfo]

+1