I have a 3.1.4 CM on S8720 Servers. The local configuration includes G650s with Local DIOD and LD Trunks. We have dozens of 46xx phones in production and no problems.
We recently started rolling out 1608s. We had occasional reports of transfer issues but we could never duplicate the problem and assumed it was user error.
We just rolled out some call center agents with 1608s and because they get higher volumes of calls we are getting more reports of the transfer problem. We are able to duplicate the problem about every 3rd or 4th call.
The user answers the call and speaks with the caller. The user then tries to transfer, conference or put on hold the call but the buttons don't do anything. We were able to figure out that in that scenario if you press the line appearance button you can then hit the transfer, conference or hold button and it will work.
When you trace the station you see a normal trace but when the failure occurs you don't see the normal transfer, conference, hold messages. It's as if the user isn't pressing the button at all. Then if they hit the line appearance button the trace shows the normal activity.
I looked for any bulletins or patches or firmware that may have addressed this but found none. I also was unable to find anyone else with the exact same issue using google searches. So I place my trust in you 'tek'ies.
Any help would be appreciated.
We recently started rolling out 1608s. We had occasional reports of transfer issues but we could never duplicate the problem and assumed it was user error.
We just rolled out some call center agents with 1608s and because they get higher volumes of calls we are getting more reports of the transfer problem. We are able to duplicate the problem about every 3rd or 4th call.
The user answers the call and speaks with the caller. The user then tries to transfer, conference or put on hold the call but the buttons don't do anything. We were able to figure out that in that scenario if you press the line appearance button you can then hit the transfer, conference or hold button and it will work.
When you trace the station you see a normal trace but when the failure occurs you don't see the normal transfer, conference, hold messages. It's as if the user isn't pressing the button at all. Then if they hit the line appearance button the trace shows the normal activity.
I looked for any bulletins or patches or firmware that may have addressed this but found none. I also was unable to find anyone else with the exact same issue using google searches. So I place my trust in you 'tek'ies.
Any help would be appreciated.