I have just install 200 9608 IP phones within our 24/7 call center. The issue that my agents are having is when the agents receive a call that needs to be transferred to another department, they press the soft key for transfer, then dial the department group number for a soft hand-off, after a few seconds the "Complete" or "Continue" soft key disappears only leaving the resume key. They have to press the resume key to get the customer back and then try transfer again and perform a hard transfer to the other department agent.
It looks as if there might be a time limit for transfers. If so, can someone help with where to look.
Red Flag Submitted
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