Transfer of calls

[teagle]

A few of my users have enquired about being able to see numbers that our receptionist is transferring to them.

For example, the receptionist gets a call and transfers the number. The user can see the clients number displayed on their phone. However if they require calling that client back after they have hung up the call, only the receptionists number appears in the history as she transferred the call..

Is there any way my users can see the clients number in their history after it being transferred? Am I missing a setting?

Thanks in advance..

 

[JohnS_3CX]

Hi @teagle

This is partly due to the way the phone works, and partly due to the way SIP works.
Without getting overly technical, you would normally have to check two areas:

a) Repeat the scenario and then check your 3CX Webclient history of the user and find the number there - can you confirm the right number appears here?

b) depending on what phone brand / model you have, some will see the correct number, some might not. We would have to compare so what phone model is this, and what firmware version is it running?

 

[teagle]

Thanks for the reply John.. Just has the receptionists number in the web app

phone is Fanvil X4 - Firmware 2.14.0.7387

 

[JohnS_3CX]

Can you check if both the receptionist, along with all the other user extensions have these options enabled?

These options are needed in order to pass the caller ID along during a transfer.

 

[teagle]

Can you check if both the receptionist, along with all the other user extensions have these options enabled?

These options are needed in order to pass the caller ID along during a transfer.

View attachment 24741

All enabled across the board John..

 

[JohnS_3CX]

1. When the receptionist gets the call, do they see the caller ID correctly?

2. What does the receptionist answer the call on, 3CX client or phone? (model+firmware please if phone)

3. How exactly does the receptionist transfer the call?
It's important that we have a literal step-by-step description so we can see if we can replicate it here