User is not on Hold anymore, when transferring call

[Peti]

Anyone else having issues like this?

Two of our colleauges have the issue, that when they press "Attend transfrer" and call a colleauge, the person who is gonna be transferred is not on hold anymore after the second colleauge answers.

Example:

colleauge A calls a client B. Colleauge A tells client B that he needs to transfer the call. Colleauge A calls colleauge C for transfer, while it´s ringing, client B is on Hold. After colleauge C accepts the call, client B is not on Hold anymore, B can hear colleauge A talking. Meanwhile, colleauge A can hear both client B and colleauge C. Colleauge C can only hear colleague A.

My biggest issue is, that only two users experience this bug. We have 20 other users, who never had this issue. The two users are sitting in the same bureau, the others are in another one.

Client: 3CX App v5.4 Build 1076 (happens since Build 990)
Server: v20.0.7.1080

 

[paulodagraca]

Hello Peti,

Please confirm the version 3CX server, and please specify what device is being used for the transfer, like smartphone APP, or windows APP, or WEB client, Hardphone.....
Thanks

Paulo

 

[DimitrisL_3CX]

Hello @Peti,

I would suggest to contact your partner and open a ticket to the Technical Support Team as we will have to check the Suppot Info logs of the PBX in Verbose logging level, alongside with a capture.

 

[Peti]

Hello Peti,

Please confirm the version 3CX server, and please specify what device is being used for the transfer, like smartphone APP, or windows APP, or WEB client, Hardphone.....
Thanks

Paulo

added it to the post

 

[Peti]

Hello @Peti,

I would suggest to contact your partner and open a ticket to the Technical Support Team as we will have to check the Suppot Info logs of the PBX in Verbose logging level, alongside with a capture.

We have a linked partner, but have no more contact with them, boss doesn´t let us contact them because of financial reasons. Don´t know if I should unlink them, it could be that they still have some hardware, that´s needed for our 3CX...

 

[DimitrisL_3CX]

Then you may open a ticket directly with us from your portal. Just login to your portal
Then select Support from the three dots menu on the top right corner and Buy Support.

 

[Alphabetic]

We have a linked partner, but have no more contact with them, boss doesn´t let us contact them because of financial reasons. Don´t know if I should unlink them, it could be that they still have some hardware, that´s needed for our 3CX...

Hi Peti

Go ahead and unlink them if the relationship has soured beyond repair - it only benefits them at this point. Let your new partner take the association.

Do you happen to know what spec your 3CX server is running on?

 

[Peti]

Then you may open a ticket directly with us from your portal. Just login to your portal
Then select Support from the three dots menu on the top right corner and Buy Support.

View attachment 51063

Will do, thank you

 

[Peti]

Hi Peti

Go ahead and unlink them if the relationship has soured beyond repair - it only benefits them at this point. Let your new partner take the association.

Do you happen to know what spec your 3CX server is running on?

That´s good to know, 3CX Server is in our company, but no idea about the other parts. I know, that the external calls go through NETPLANET here in Austria, but NETPLANET told us, that the "Anlage" (no idea what exactly) is at our Partner.

 

[Alphabetic]

From the dashboard you can press "System info" near "Export Health" and that will give you some info.

Are you able to press "Firewall" and do a test? (when no ones on the phone, will disrupt).

are your 2 users local to the PBX or external?

Does this problem occur only on calls from SIP provider?

Does it happen when you have 3 extensions doing this test?

Can you replicate this problem calling in from SIP provider?