Transfer call to external number using Teams client fails

[KjetilSorby]

Hi!

We have some difficulty transferring calls to external numbers using the Teams client with 3CX V18.0 (Build 444).

Any idea what we are doing wrong?

 

[NickD_3CX]

Hi!

Could you walk us through the exact call scenario you are having the problem with?

Examples:

1. 3CX Ext A calls Teams Ext B
2. Teams Ext B Blind Transfers to External Number and the call fails

Or

1. External Number calls into 3CX
2. Call is answered by 3CX Ext A
3. 3CX Ext A BXfers to Teams Ext B
4. Teams Ext B BXfers to another External number and the call fails

Also check that this Teams client that you have synced with 3CX can make External Calls directly without transferring.

 

[KjetilSorby]

Hi!

Could you walk us through the exact call scenario you are having the problem with?

Examples:

1. 3CX Ext A calls Teams Ext B
2. Teams Ext B Blind Transfers to External Number and the call fails

Or

1. External Number calls into 3CX
2. Call is answered by 3CX Ext A
3. 3CX Ext A BXfers to Teams Ext B
4. Teams Ext B BXfers to another External number and the call fails

Also check that this Teams client that you have synced with 3CX can make External Calls directly without transferring.

Senario: Teams Ext A receives a external call and wants to transfer the call to a mobil number (external number). That fails. And yes, we can make external calls using Teams client. We can also park and call outbound but not transfer.

 

[NickD_3CX]

Senario: Teams Ext A receives a external call and wants to transfer the call to a mobil number (external number). That fails. And yes, we can make external calls using Teams client. We can also park and call outbound but not transfer.

This scenario:

1. Incoming External Call rings 3CX Teams Synced extension
2. 3CX Teams Synced Extension Answers call
3. 3CX Teams Synced Extension BXfers call to another External Number

should work fine.

I suspect that if it isn't being forwarded, that it is because of the Outbound Rules that might be too restrictive.
Could you send a screenshot of your Outbound Rules?

Also, try this:
1. Switch 3CX Logging to "Off" from Dashboard --> Activity Log --> Settings
2. In the Dashboard --> Activity Log press "Purge" to delete the current logs
3. Go back to Dashboard --> Activity Log --> Settings and enable "Verbose"
4. Replicate the issue
5. Go to Dashboard --> Activity Log and the Logs there should show you what happened

Try to do this at a time when the system isn't busy so that there aren't logs from other calls to make things easier.