Unattended Transfer Via Name Search

[aleksbor]

Hello All. I have only Fanvils to test with. We've encountered an issue when attempting an unattended transfer when searching by name. The transfer fails. It works fine via extension, but end users don't want to maintain a spreadsheet with extensions for cold transfers. 3CX V20.

 

[TheodorosG_3CX]

What is the model, firmware version and provisioning method of the phone?
Also are you searching in the 3CX Phonebook?

 

[aleksbor]

It was tested with X210 and V65. I suppose it is a phone book when you use dial by name. You just start keying in a person's first name, and it shows up in a list; then, you select it.
Provisioned via 3CX:

X210-V2

2.12.17

 

[TheodorosG_3CX]

I have just tested this on both models and it works.
May i know the exact steps and options? Once the call is received do you press Forward on the phone?
Also you have not provided the firmware version and provisioning method.

 

[aleksbor]

xfer+name+xfer

V65

2.12.17.1

via 3cx
Just in case - BLF buttons are set for Attended Transfer.
what are your steps?

 

[TheodorosG_3CX]

Do you answer the call first?

 

[aleksbor]

As mentioned, I have a caller on the line and can blind transfer using the extension number, but I am unable to use the search-by-name option for blind transfer.

 

[TheodorosG_3CX]

I have tested this multiple times with the same models and i do not have any issue.
Maybe you can create a support ticket to check this further.

 

[aleksbor]

Thanks for confirming. Did you use xfer+kein-in-name+xfer steps or something else?

 

[TheodorosG_3CX]

Yes and could not replicate.

 

[aleksbor]

I don't understand how this works. I see the problem in the logs, it does not process the found record as an extension, but instead uses the keys entered when searching for the name (see attached picture).

 

[TheodorosG_3CX]

There does not seem to search and select a contact.
Check on the process as it does show that you validate a contact but just pressing digits and transfer.

 

[aleksbor]

What is there to check? You key in the name, select the right person from the list, and press Xfer. What am I missing?

 

[TheodorosG_3CX]

From the provided screenshot it does not show this but instead a number dial and forward to this number.
Check the Vendor Guidelines of how to perform the transfer.
Keep in mind that it is not applicable on our side as the transfer works as intended.

 

[aleksbor]

Apologies, I don't follow. You said it works on your end, but it does not work on my side. Instead, I see this error. You said you tested with v65, and I'm just trying to understand what you do differently to make it work. There must be something obvious and straightforward.

 

[TheodorosG_3CX]

Yes most probably you do not select the contact by navigating to it from the device.
Try and make some test to see the behavior as to the PBX you are sending just digits.

 

[aleksbor]

I key in the name, use the round navigating joystick to select the name, and then press xfer - transfer fails. If I press the round button (aka "enter") instead, it simply dials the extension instead of transferring. What steps do you perform?

 

[TheodorosG_3CX]

Just tested again the same steps and is working as expected.
If you cannot find the reason for the call transfer failure you are welcome to create a support ticket to check and advice.

 

[aleksbor]

The support ticket will be placed, but we will do the same thing as we do here. Can you share the exact steps you perform? There must be a difference between your steps and mine because we are getting different results.

 

[TheodorosG_3CX]

Call comes to the phone, press transfer, switch from 123 to abc, search contact, move with arrows select and transfer.