transfer resume from queue issue

[dhadland]

OK, here’s my issue:

A customer rings in (queued) to reception, reception answers (2 way voice established) customer wants to talk to manager so is put on hold with transfer button while reception asks manager if its OK for him to take the call. Manager says no so the resume button is pressed to take the call back, from here there is one way voice (customer can hear but reception can’t) This happens only sometimes, but almost every time its embarrassing. Some days it happens a lot. This is a medical practice so the reception phones never really have time for the earpiece to cool down.

Using a Yealink T26P Phone with firmware 6.61.0.70
3CX version is 10 with service pack 6.

Any help on this would be appreciated.

Darryn

 

[dhadland]

So no suggestions? Any suggestions at all would be appreciated, even if it’s a no brainer suggestion.

 

[leejor]

Perhaps it's the way the call is "put on hold". Is this a part of an attended transfer, where the call is "rejected" over the phone. Is it the method that would normally be used for a blind transfer? Or, does reception walk over and ask in person? If it's the second case then perhaps they should be using a hold button rather than transfer.

 

[dhadland]

Thanks for your reply leejor, the call is put on hold with the transfer button, so its attended (reception asks on the phone, not in person) then it is resumed back again when manager can't accept the call. Is this the correct way or am i doing this wrong???