Solved Unable to Transfer Calls with Teams

[LanceK]

Hello,

We're using v18 (build 1880) with Hosted 3CX.

We can make and receive calls, but when transferring calls either from an external call to another 3CX extension or from one 3CX extension to another there is no prompt on the recipients side and after 30 seconds transfer times out.

This behavior doesn't happen when trying from the 3CX app

 

[Evolute IT]

I believe this is a known issue with some types of transfers. It will be fixed in a later release.

 

[LanceK]

I believe this is a known issue with some types of transfers. It will be fixed in a later release.

I appreicate your reply. Are you able to elaborate on "type" or call? Is a teams call considered something different?

 

[Evolute IT]

I appreicate your reply. Are you able to elaborate on "type" or call? Is a teams call considered something different?

What I mean is that, a transfer in Teams is a bit different than in SIP, and with Direct Routing, it makes things complicated, specially with 3CX. So, a blind transfer may or may not work, while an attended transfer will do something different. They are probably working on it, I remember seeing this in one of the blog post about the V18 betas.

 

[SweetAction]

More information:
https://www.3cx.com/community/threa...ter-better-more-efficiently.83266/post-387891
and here:
https://www.3cx.com/community/threads/v18-beta-2-a-step-closer-to-final-release.83013/post-386131

I like to make a small extension to my previous posts reg. transfers from and to teams.

From a Teams users point of view:
you can transfer a call to a 3CX user blind and attendant.
For attendant to work, the 3CX user must allow multiple calls within the extension forwarding rules as
it creates a second call to the extension while the first leg is still established.

What is not working is to transfer a call to another Teams user currently. This will be mostlikeley possible with U1.

Please see here:
https://www.3cx.com/community/threads/v18-beta-2-a-step-closer-to-final-release.83013/post-386131

You will need to enable the "Accept multiple calls" option in your User Settings --> Forwarding Rules tab, for Attended Transfer to work.

 

[LanceK]

More information:
https://www.3cx.com/community/threa...ter-better-more-efficiently.83266/post-387891
and here:
https://www.3cx.com/community/threads/v18-beta-2-a-step-closer-to-final-release.83013/post-386131

Thanks, unfortunately did not have any success with this with either an attended transfer or blind transfer.

 

[NickD_3CX]

Thanks, unfortunately did not have any success with this with either an attended transfer or blind transfer.

For Attended Transfer, just to make sure you did the right thing, you need to enable "Accept multiple calls" option for the receiving User of the attended transfer, not the Teams User.
This means that if Ext A calls Teams Ext, then Teams Ext does an Att. Xfer to Ext B, it's Ext B that needs to have the "Accept multiple calls" enabled.
Also on Ext B, you may see a second line ringing on the phone that you will need to answer again.

It's a bit as @Frederick Marcoux said, it's most likely a different behavior than you would normally expect, but that's how it is in Direct Routing.

 

[garnesdata]

Anyone got this to work?

 

[NickD_3CX]

Anyone got this to work?

Hi!

Could you be a bit more specific? I'm assuming it's something relating to transfers, but could you explain what you are doing and isn't working? Blind transfer? Attended Transfer? From the Teams Client? To a 3CX Extension or another Teams client?

Walk us though what you are doing.

 

[garnesdata]

Hi!

Could you be a bit more specific? I'm assuming it's something relating to transfers, but could you explain what you are doing and isn't working? Blind transfer? Attended Transfer? From the Teams Client? To a 3CX Extension or another Teams client?

Walk us though what you are doing.

Sorry I trying to transfer from the teams client, both attended and blind. Neither are working.

 

[garnesdata]

and it doesn't matter where I'm transferring to.

 

[NickD_3CX]

OK, try this specific scenario so we can narrow things down:

1. From 3CX Ext A call you Teams Ext and answer the call
2. From Teams Ext, do a Blind Transfer to 3CX Ext B.
3. What message do you see in Teams? Does call between Teams and Ext A stay up or is it dropped?

(obviously 3CX Ext A and B need to be registered to try this...)

Also, what types of IP Phones/Softphone are on Ext A and Ext B? Yealink via SBC? A STUN phone? 3CX Mobile App?

Another thing you could do is, before doing the above scenario, in the Dashboard --> Activity Log --> Settings, enable Verbose, then do the scenario.
Once you've done it, go back to Dashboard --> Activity Log and check the logs here for clues on what may be the reason the transfer is not happening.

 

[garnesdata]

OK, try this specific scenario so we can narrow things down:

1. From 3CX Ext A call you Teams Ext and answer the call
2. From Teams Ext, do a Blind Transfer to 3CX Ext B.
3. What message do you see in Teams? Does call between Teams and Ext A stay up or is it dropped?

(obviously 3CX Ext A and B need to be registered to try this...)

Also, what types of IP Phones/Softphone are on Ext A and Ext B? Yealink via SBC? A STUN phone? 3CX Mobile App?

Another thing you could do is, before doing the above scenario, in the Dashboard --> Activity Log --> Settings, enable Verbose, then do the scenario.
Once you've done it, go back to Dashboard --> Activity Log and check the logs here for clues on what may be the reason the transfer is not happening.

The call connects between 3cx ext a and b. While talking the transfer notification hangs in the teams client and appears busy to other 3cx extensions. This behaviour also occur when transferring a call straight from the teams client to 3cx ext a. After blind transfering the call it stays in the teams client (transferred message) until 3cx ext a finishes the call. Attendant transfer does not work.
And it does not work to transfer to another teams user.

 

[garnesdata]

And 3cx ext a is a webclient and ext b is a mobile client...

 

[NickD_3CX]

@garnesdata
I still aren't sure I understand what it is you are describing.
So when 3CX Ext A (e.g. Ext 100) calls your Teams Extension (e.g. Ext 200), then your Teams Extension Blind Transfers to 3CX Ext B (e.g. Ext 300), 100 and 300 are talking normally, but 200 shows busy to other extensions while those 2 are talking?

 

[garnesdata]

Installed the new beta update and got this working, transferring to an external number or extension number within 3cx. Still not able to transfer to another teams user but this is progress

 

[NickD_3CX]

Installed the new beta update and got this working, transferring to an external number or extension number within 3cx. Still not able to transfer to another teams user but this is progress

Great to hear!

Well from this point onward, I think you need to check the logs.
In the Dashboard go to Activity Log --> Settings and enable Verbose.

Then make another attempt, then go back to Activity Log and check the logs here.
It's best if you do this at a time when there aren't any other calls happening on the system. Also you can use the "Filter" button and "Search by call", it should be the last number.

[EDIT]
I checked and there still seems to be a pending issue with transfers between Teams client as mentioned here:
https://www.3cx.com/community/threads/v18-beta-2-a-step-closer-to-final-release.83013/post-386131
We are still planning to try and fix this for U1 Final.