Call Transfer Problem - HELP!

[gbwall63]

I have an IPO 406v2 system that is not handling transfered calls correctly. Here are the details:

- I'm using 4610 phones with three call appearances defined on each extention.

- Transfers to an idle extention work as expected. The call rings in on the first call appearance and transfers to voicemail if not answered.

- Transfers to an extention 'in use' yields 'dead air'. The call does not ring in on the 2nd call appearance nor transfer to voicemail.

I have checked the config several times but I am unable to locate any setting that would cause this behavior. Can someone give me an idea of where I should look or suggest a technique to troubleshoot this problem.

 

[jconrad0305]

are you transfering via user buttons. if so then then when you press the button a four option menu pops up in the screen asking what you want to do.

ACA & ACS IPO Implementation

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[gbwall63]

The transfers are being initiated from a 4621 IP phone using the <transfer> key. The same transfer process is used for the first transfer and subsequent transfers.

 

[kwing112000]

Are you doing transfer then dialing the extension number or using a programmed button?

 

[gbwall63]

I'm using programmed buttons.

The sequence is <Transfer> <User button> <Transfer>.

This sequence always works the user is not on the phone but it does not work if the user's phone is in use.

 

[Belrick]

WHen you use a user button to transfer to a busy extn you are given 4 options on the main screen. Call, message and callback.

You cannot use transfer, user, transfer. The second transfer button does nothing. You have to press one of the three options to complete the transfer.

Otherwise the caller just remains on hold.

I suspect your fault description isn't accurate.

ps: what build are you using?

 

[Belrick]

Hehe do you like my maths in the above post?

 

[tlpeter]

Why use programmed buttons for transfer ?
there is a hardcoded transfer button on the phone itself ?


______________
Women and cats can do as they please and men and dogs should relax and get used to the idea!

 

[gbwall63]

You have correctly identified the problem. I am indeed using user buttons but the receptionist is always using the <transfer> <user button> <transfer> sequence.

I would like to redefine the buttons on the EU24 so that this sequence always works. Should I use the 'Abbreviated Dial' or 'Dial' function instead of 'User'?

 

[kwing112000]

I have seen it done with dial. One thing to keep in mind is that you will not be able to tell when the user is busy. The buttons will just be speed dials.