Transfers and pickups....

[Scott Hine]

We have 3cx v15.5 and Yealink T27P phones latest firmware. In this scenario our client had just transferred a call to someone and attempts to pickup another incoming call but ends up picking up the call they just transferred. They use *2 to pickup a call apposed to *20*. This scenario only seems to work if the call being transferred is picked up, then it will work. Not sure if its the phone or the system that needs configuring.

Thanks for any help.

P.s. This works OK if they put the call on hold but not when transferring.

 

[IoannisM_3CX]

Hello @Scott Hine ,

If i understood well your scenario, it goes as followed.When agent A calls B, B transfers the call to C. So A is ringing to C and B is free. Now when an agent D is calling A(or C), and B (which is free as we said) tries to pickup the call, B picks up the call between A and C.
This is normal to happen as pickup takes the first pending call. Think is as a first in first out stack, pickup cannot choose which phone to take. That's why when the transferred call is answered then you pickup the second call. In our scenario, if C answers the call from A then the next pending call to be answered is the one coming from agent D.

A phone on hold is a different situation.

Thank you

 

[datamerge]

Scott, is the second incoming call ringing before the transfer, or does it start after the transfer? If the second incoming call is already ringing, then that is the one that should get picked up after you do the transfer. I think this might be what you are trying to say, correct?

 

[IoannisM_3CX]

Hello @datamerge

Even if this is the scenario, same rule applies. Pickup function will take the first unanswered pending call,no matter if it was trasfered or not. Which one is the first?That one will be picked up.

Thank you

 

[Scott Hine]

It seems the extension transferring to call holds onto the call till its answered, is there any way to remove the extensions "responsibility" for the transferred call as soon as its transferred so that it can pickup other incoming calls?