Hi, I've hit an interesting scenario that I've not come across before and thought I'd share it.
We have a multi office setup with receptionists fielding incoming calls which they transfer out to sales agents.
The receptionists use a Grandstream GXP2160 deskphone in combination with the 3CX desktop app for Windows. We have version 20.0 installed.
Each sales agent used to have an extension that was forwarded to their mobile and which was never signed in. This allowed the receptionists to transfer calls quickly using the deskphone as they had memorised many of the extensions for their particular office.
We have removed most of the phone extensions due to the licensing changes and now use the phonebook in the 3CX app to transfer calls.
This has lead to complaints that receptionists are dropping calls and getting rather confused. I sat with one to see what they were doing as I could not replicate the issue and I saw the following.
While on a call, the phone will change one of it's soft buttons in the display to show Transfer
If you press this button the soft buttons change and now show options of Att Transfer or Bld Transfer.
If the receptionists out of habit press one of these options they quickly realise that they cannot proceed with the transfer as they do not know the cell number of the sales agent they are trying to reach.
At this point, if they press the cancel soft button all is well.
If however, without pressing the cancel soft button, the receptionist turns to the 3CX desktop app and does an attended transfer to a sales agent that either does not answer or does not want to take the call, there is no way to retrieve the call.
Ending the call to the agent should bring the phone back to a state whereby you can press the flashing line button to bring back the original caller and either a message can be taken or a transfer to a different agent can be attempted. In the above scenario, the line button remains solid and pressing it does nothing. The 3CX client shows nothing and the only possible action that can be taken is to end the call.
Transfers using the 3CX app work fine. Transfers using the phone (if you know the number you are trying to reach) work fine, mixing the two methods locks the call.
Has anyone experienced anything like this?
We have a multi office setup with receptionists fielding incoming calls which they transfer out to sales agents.
The receptionists use a Grandstream GXP2160 deskphone in combination with the 3CX desktop app for Windows. We have version 20.0 installed.
Each sales agent used to have an extension that was forwarded to their mobile and which was never signed in. This allowed the receptionists to transfer calls quickly using the deskphone as they had memorised many of the extensions for their particular office.
We have removed most of the phone extensions due to the licensing changes and now use the phonebook in the 3CX app to transfer calls.
This has lead to complaints that receptionists are dropping calls and getting rather confused. I sat with one to see what they were doing as I could not replicate the issue and I saw the following.
While on a call, the phone will change one of it's soft buttons in the display to show Transfer
If you press this button the soft buttons change and now show options of Att Transfer or Bld Transfer.
If the receptionists out of habit press one of these options they quickly realise that they cannot proceed with the transfer as they do not know the cell number of the sales agent they are trying to reach.
At this point, if they press the cancel soft button all is well.
If however, without pressing the cancel soft button, the receptionist turns to the 3CX desktop app and does an attended transfer to a sales agent that either does not answer or does not want to take the call, there is no way to retrieve the call.
Ending the call to the agent should bring the phone back to a state whereby you can press the flashing line button to bring back the original caller and either a message can be taken or a transfer to a different agent can be attempted. In the above scenario, the line button remains solid and pressing it does nothing. The 3CX client shows nothing and the only possible action that can be taken is to end the call.
Transfers using the 3CX app work fine. Transfers using the phone (if you know the number you are trying to reach) work fine, mixing the two methods locks the call.
Has anyone experienced anything like this?
