Incomin calls get connected together

[KristianFr]

Hello

I have a problem with a IPO.

When an user receives an incoming call, they transfer it to another internal extension, which is busy, but have a 90 second transfer return time, and 91 second no answer time. The transfered call is waiting for up to 90 seconds here. But if the user who transfered call, receives another incoming call in the meantime, and tries to transfer this call to another internal user, it randomly connects the first transfered call and the second transfered call. (Assuming the first transfered call still havent been answered after transfer).

Similar to this:

http://www.carrollcommunications.com/ipoffice_troubleshoot/12.html

But I cant tell the user to wait 90 seconds to answer his next call, after transfering a call...
All transfered calls are blind transfered to the receiver, and all appearance-buttons go dark on the phone after transfer.

IPO 500V2 running 7.0.5, all phones are 1416L.
All users have 3 line appearance buttons, 90 second transfer return time, 91 second no answer time, disable busy on held, and call waiting on (not that it should matter with 1416).

I am 100% sure they do not use "conf" button, instead of transfer. They use transfer - user button - transfer if the receiving user is free, or transfer - user button - 2 or 3 presses on left screen-button to transfer if user is busy, to transfer blind.

I just set up monitor now, but i dont really have much hope there either.
They have 200-300 incoming calls a day, and this happen in average about once a day. Doesnt seem to be consistent. I do not have local access to the users or IPO at the moment.

 

[tlpeter]

Try an upgrade to 7.0.31 first before you start searching for this problem.
But i think a no answer time of 91 could be tricky when you have a transfer return timer of 90 seconds.


BAZINGA!

I'm not insane, my mother had me tested!

 

[intrigrant]

Let me guess : analog stations?
Disable "Answer call waiting on hold"

If it ain't dutch it ain't much

 

[KristianFr]

No analog extensions, only digital (1416 as stated above).

No anser time is actually 95 when i checked, not 91.

I will try an upgrade. I do now hade a Monitor log of this happening, but that is way to heavy for me to analyze.

Why is no answer time at 91 a problem, with transfer return at 90? Too close? (Thats why i raised it to 95).

 

[amriddle01]

Does using Transfer > User button > Hang up (no second transfer press) make a difference? That's how we teach transfer and can't say I have run into this issue

 

[KristianFr]

This problem does seem to only occur when transfering a call to another user when the receiving user is busy, and you have to press 2 or 3 times on left screen-button when transfering to busy user.

 

[amriddle01]

Try it as I mentioned, there is no need to do the extra key presses, either way the end result is a blind transfer

 

[KristianFr]

I just tried, but no, I have to press 2-3 times on left screen button. If I press transfer, user button and hang up, the call is still present on the phone. Afer about 10 sec the phone reminds you of the call hanging there. OTT is not enabled.
(Testing on another IPO loaded with customer config).

Aha:
If I press transfer - user button - 2-3 times on left screen (when other user is busy), then I can hang up, and still transfer the call.

I will try an upgrade tonight anyway and suggest this to the customer at the same time.

Now i have a couple of things to try at least.
Thanks!

 

[amriddle01]

When you press transfer then the user button you need to wait for it to begin ringing before hanging up, then it will work. You will find the time taken to scroll was just sufficient delay to allow that to happen but it isn't actually required (at least it shouldn't be)

 

[KristianFr]

Upgraded it last night, but less than 2 hours into the day, it happens again. Incoming caller get transfered, and suddenly talks to someone else that called in to the IPO.

I will tell the customer to hang up, instead of pressing transfer the second time, but I really dont that will help, its just a different way to tell the IPO to do the same thing?

 

[tlpeter]

Are you sure that there are no long finger nails involved?
The conference button is above the transfer button!

Although i heard of this issue before so i think it is a bug.
But you should not press the transfer button 2 or 3 times.
It should be once, dail the number and then once again to complete.
When you have to press it more then that then there is something wrong.

Do they have 3 call appearances on the phone or only 2 (with last CA reserved ofcourse)


BAZINGA!

I'm not insane, my mother had me tested!

 

[amriddle01]

Open SSA, click on an extension and click trace all at the bottom, then replicate the issue using that extn to do the transfer and post the resulting trace here

 

[KristianFr]

They had 2 CA buttons, but I made it 3 in the process of eliminating errors here. Didnt help.

They do not press Transfer more than twice, but when transfering to a user already busy in a call, you have to press the left screen button 2 or 3 times. (Once to actually call (only when receiving user is busy), and 2 more times to actually transfer). Last 2 presses on left screenbutton can be replaced with one push on transfer button, but its easier to use left screen button when finger is already on button.

 

[tlpeter]

Can you make a monitor trace and post it here?


BAZINGA!

I'm not insane, my mother had me tested!

 

[KristianFr]

I have a Monitor trace of it happening before i upgraded the IPO to 7.0.31.
Is this Ok?

I really dont want to post it public here, too many phonenumbers til censor

I tried reading it, but i have no chance of dekoding whats happening there.

It happens about once a day, in between 200 calls, so I havent been able to reproduce the error. Customer cant find a pattern in why it happens, only that it is somewhat happening during transfer process, most likely when the user receiving the call is already busy in another call.

 

[tlpeter]

When a user is busy then you cannot transfer a call to it.
So when they do not listen to the busy tone then then there is not much we can do.
Maybe you need to think about parking calls.



BAZINGA!

I'm not insane, my mother had me tested!

 

[IPGuru]

Do you have Busy last CA enabled, if not then set it
Then switch back to 2 CA buttons for all users.
Then your staff will see that the destination is busy before they try to transfer the call.


A Maintenance contract is essential, not a Luxury.
Do things on the cheap & it will cost you dear

 

[KristianFr]

You can transfer a call to a busy user. (Busy = in another call)
If they have a free CA, you can call the user, they get notified by a not-so-loud beep, and you are waiting for answer in the same manner as a direct call. If they hang up, your call will ring immidietly.
The User button defined, does indeed show a busy user, but you can still call and transfer to the user, hence the use of left screen button. (To confirm to actually call a busy user).

When calling or transfering to busy user, the No answer and Transfer return timer starts ticking. (90 second Transfer return is this case). Call is presented on the firs free CA button.


The customer in this case, want to be able to transfer to a user already busy in a call, since most calls are finished before transfer return hits in. Following up the call with park slots is not an option, they want it to be transfer and forget.
I have used this setup other places with great success.

I have a Monitor of this, but I cant place it here publically, but I can mail it.

I have checked at least 3 times for the use of "conference", but this does happen to different users at the same customer.