3904 Transfer Issue

[Stevo2283]

Patients call into the operator queue (3904 sets) to be transfered to a long distance number. The operators press the transfer key and dial our service providers number 900. The Operators walk through the options until they press 1 for english. <--- At that point they want to Cold transfer the call for billing options to the patient. But the 3904 soft key doesnt show up until they are into the second billing option of that menu. Are there any transfer timer settings on the set or global settings that i can change? Oh and i tried to nul the soft transfer key and put it somewhere else but that doesnt work because key 17 is the only option for trn on that set. Thanks

 

[RickyPone]

Does the transfer work correctly for all other calls? Have you tried to use the conference key?

 

[Stevo2283]

I just tried it on my non ACD set and it does the same thing. I tried the conf key and it does the same thing. It seems like after i key in the long distance number i hear a brief pause like a transfer to the billing options then it goes on to say for credit card press 1 for suchandsuch press 2 then the connect soft key shows up.

 

[RickyPone]

Does it work correctly for other calls?

 

[DFKSydney]

How long into the call does it take to get to the options?

It almost sounds like:

1: The end of dialling timer has not expired.

2: That the FLEN is to long to the external party (see point 1)

3: That your 900 number does not provide an answer indication until later in the call.