Solved Users cannot dial when a call is on hold

[armast]

Hi! I just deployed 50-some Fanvil phones at a site using 3CX Hosted with an SBC, everything is going well but I had one weird thing come up. The front desk receptionist has a Fanvil X7, and is having difficult with the hold function. When someone calls and is placed on hold, the dialpad is unresponsive. If she can get to the address book, she can push the Contact and it will make a call, then she can hang up and resume the initial call. Should she be able to dial while a call is on hold? I hope that makes sense.

 

[JohnS_3CX]

Hi,

Kindly read the below and provide us with information on the installation so we can get a better idea of the conditions:
https://www.3cx.com/community/threads/information-to-provide-when-requesting-help.67558/

Also please replicate the behavior yourself, and tell us how we can replicate too (ie. step by step)

 

[armast]

We're using 3CX version 18 update 2, with Skyetel trunks, no custom templates, and the X7s are on firmware version 2.4.12

 

[JohnS_3CX]

Ok I suspect there is a step missing from what the receptionist does: you need to press XFER before you can transfer the call or do anything else. The keypad is not activated unless you tell the phone what you want to do first (ie. transfer, conference?)

If the goal was not to transfer, and you just put that person on hold while you make a 2nd independent call (ie. you want to check if there is a free appointment with a colleague and get back to the customer with actually transferring them) then you have a couple of options.

a) Pretend you are doing an attended transfer, but you don't actually have to transfer the call:

- Press "XFER", dial the number you want
- Press "Dial" or "OK" and the 2nd line will call out
- When you are done with your 2nd call, simply press "End"
- You are now left with the previous call on screen, which is still on hold. Press "Resume" to get them back

b) Provision line keys from the 3CX extension setup under BLFs:
- Add two line keys: one which will represent call 1 and another for call 2
- Press OK to save
- Re-provision the phone and you should see two line keys in the BLF area.
- Now when you are in a call, simply press "Hold"
- Press the 2nd line key which will open a second line and allow you to dial on they pad
(This will waste 2 BLF slots)**

 

[armast]

Thank you, that helps. The goal was not to transfer for exactly the use case you described. I think option A will probably be most helpful and easiest. Thanks!

 

[JohnS_3CX]

Glad to help!