Transferred calls getting stuck on hold.

[EyeHog]

I have a system where one receptionist answers all incoming calls and transfers then to the agents the caller needs to speak to. Every once in a while, she says a call will get "stuck" on hold. She has phone manager on her PC and she says it shows the call going to the extension she selected, but never completes the transfer.
I was not able to duplicate the problem at all, except for when I hit the conference button instead of the transfer button. Basically it places the call on hold, and is waiting for a second hit of the conference button to create the conference call. I showed her what I found, but she insists it's not user error. I am not confident that it's not, but is there any other situation where a transferred call would not be transferred, but put on hold?

Thanks!

---EyeHog

 

[IPGuru]

start system-status capturing a log file
you should then be able to replay the events leading up to the failure & prove it was indeed user miss-op.

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