Forum Discussion

James_H's avatar
James_H
Visitor
2 months ago

Call Transferred then Rings to Person Transferring

This is an odd issue that came up a few weeks ago and hasn't gone away. 

User A picks up a call on a ring group from an outside line. User A then presses transfer and dials User B's extension. After discussing the transfer, User A presses transfer again and instead of the call transferring to to User B, it rings back to User A with the outside caller unable to hear anything. 

This happens at a few extensions, all of which are part of a ring group. They are all in a group so anyone in that department can answer incoming calls. 

We have started a ticket with GoTo support and they have been unable to tell why this is happening. It doesn't show up in the call routing technical logs that they have been able to find. The phones get auto re provisioned over the weekends and it is still happening. 

We have tried factory resetting the phones, resetting the JBC, verifying there are no call forwarding rules on User A or User B's phones. 

Wondering if anyone has experienced this before?  One of the people dealing with the issue found this link from years ago that describes the exact issue with no final resolution.

https://www.3cx.com/community/threads/yealink-attended-transfer-not-working.57930/

 

 

Contact Center
Customer Engagement

5 Replies

Sort By
  • KateG's avatar
    KateG
    GoTo Manager
    2 months ago

    James_H I see that the case was worked on today. It appears to be a challenge to replicate, it's been escalated a few times. Thanks again for sharing all your information and patience as the team reviews. 

  • James_H's avatar
    James_H
    Visitor
    2 months ago

    Hi KateG, thanks for the update. I left some time slots with your support team for them to call me today, but they didn't call nor did they respond to the email to let me know those times wouldn't work. I also sat on hold with tech support for around 20 minutes and no one answered. 

    I left two more time slots for them to call me tomorrow. Perhaps you could look into why there is no response from the team. It would be nice for them to at least say those times wouldn't work. That way I don't have to hang around waiting and I can work on other tasks.

    Thanks,

    James

  • KateG's avatar
    KateG
    GoTo Manager
    2 months ago

    Hi James_H 

    Welcome to the Community.

    I see you are still working with the team, the last note is that it's possibly a network issue, but that is not a conclusion. 

    I'll keep an eye on the case; maybe someone from the Community may have input as well. Thanks for working with the support team.