Transfer Issue - Fanvil X210 & X6

[Headword]

I am using Fanvil X210 and X6 model phones. They are very nice but here is the issue i am having

Call Comes into Line 1 (Internal or external is the same result) and gets picked up
Line 1 transfers to line 2 (by using DSS or transfer key)
It just rings.

Does not go to voicemail, does not give you the option to transfer and just drop the call to that extension.

It just rings endlessly.

All we want it to do is allow the person to attended transfer so if the person is at their desk they have an option of knowing who it is and if its ok just connect the caller. Or if they are not answering still drop the call to that line in order for it to go to voicemail.

 

[Headword]

p.s.

This issue is similar to several posts I have seen doing searches but the fixes I have tried have not worked.

 

[YiannisH_3CX]

Hello @Headword

Can you describe the steps you are following to transfer the call?
Also what version PBX are you on and what version is the firmware the phone is running?

 

[Headword]

PBX Version: 16.0.1.273
Fanvil X210 Firmware: 1.10.8
Fanvil X6 Firmware: 1.10.8

• Call answered on Line 1 (Same result with internal or external call)
• Attempt to Transfer to Line 2 by pressing the on-screen Xfer key then an extension or by pressing the extension directly.
• Line 2 begins to ring but you are not given the ability to drop the call to Line 2 if someone does not pick up.
• Line 2 rings well beyond the time set for voicemail to pick up.
• 30s, 45s, and up to 2 minutes we tested it never gets picked up by voicemail.

All we want is the ability to do an assisted transfer. Pick up a call, Forward to an extension, If that person picks up, talk to them let them know who is calling, transfer the call to them. If they don't answer still connect the call to that extension anyway so it goes to their voicemail.

 

[YiannisH_3CX]

I tried to replicate the behaviour using an X6 with the same firmware and PBX version and the phone responds normally. Also while ringing i get an "End" button on display which can be used to stop the call to the target extension and resume my conversation with the caller.

How are your phones provisioned? Are they local, STUN or through SBC? Also are you using the default templates or custom?
Under the extension settings / Phone provisioning what method is selected under "Select transfer method used (Blind or Attended) when you press a DSS key"?

 

[Headword]

I do get the option to end the call.

• Provision Method = Local Lan
• Default Templates
• Transfer Method I have tried both Blind and Attended
• DSS (BLF) keys are set up as both BLF for the local lines and custom speed dials for external cell phones.

 

[Headword]

Ok,

I wiped the phones and started from scratch to make sure they were default.

Blind transfers now work as expected.
However, if I change it to attended transfer, I cannot drop the call to the extension if the person does not pick up. I have to wait until their voicemail picks up to press the transfer button again. This cuts off the message the person hears if I don't push the button fast enough. Not to mention I have to wait 20-30 seconds per transfer then.

Is there an option to just let me drop the call to the extension mid attended transfer if I deem the person is not there?

Example, I answer a call, I do not know if my coworker is at their desk or not, I hit transfer select their extension, I know their voicemail should pick up after 20 seconds but after waiting about 10 I know they are not going to answer. How do I transfer to their line, so I can hang up my phone or answer another incoming call?

 

[YiannisH_3CX]

Glad to see the transfer now works. Unfortunately Fanvil does not have the option to complete the transfer mid call. The call needs to be answered by the voicemail or retrieved back before being able to transfer the call again to a persons voicemail.

 

[Headword]

Based on the below from Fanvil, we were fairly sure these phones were what we wanted. This feature is what I was describing.

Semi-Attended Transfer
During a conversation, press the XFER key, dial the number to which the call is to be
transferred. Then press the Send softkey. When the third party phone begins to ring, press
XFER to complete the transfer.

NOTE: Call waiting and call transfer must be enabled.

 

[Headword]

Ok after a few more tests following fanvil's directions the feature works. I can pick up a call and transfer it I even get the voicemail if I don't press the transfer it again. But if I transfer it before I get to voicemail then the voicemail never picks up and it rings endlessly.

If what I am reading from fanvil is right it treats it as 2 separate calls. why would the first get answered by voicemail and the 2nd not?

 

[YiannisH_3CX]

Please note that semi-attended transfers are not supported by the PBX. We only support blind and attended transfers.
Semi-attended transfers are not supported as they can cause issues like the one you are describing.