BCM 50e 3.0 unable to transfer calls from SWCA key

[visionscomm]

If anyone has encountered this I would like some help. I really dont want to call Nortel.

Problem:
I have a * BCM 50, 3.0 was a new install and they have digital sets with the SWCA key programmed on the set
When an external call comes in to any of the digital sets and they try to transfer to the voicemail it does not work
When they make a ordinary transfer it works fine and its when they transfer using F986 to the voicemail the call is put on hold and stays on hold even after the transfer is made. The issue happens everytime they try to transfer and on every set on the BCM
Model of the Digital set T7316 sets
On the BCM monitor it shows that the call gets connected and the Voicemail DN 2334 is connected when they transfer the call
Extension where they were trying the test call is 2016, with a SWCA key being programmed
No KIM connected to the digital sets
The park prefix is set to '1'
Also tried to uncheck the auto hold option and test it as well as tried to check the auto hold option and tested yet the same issue
Tried to alter the SWCA control settings on the Advanced feature settings and still the issue is the same. Sounds like it would be an easy to do step. Seen the problem first hand.

 

[snowman50]

Its to do with the SWCA set up.
If you have it set to automatically hold on to a swca key
then you can not use transfer to voicemail because the call is put on hold.
You have to set it up for the user to manually assign the call to a swca key this way you can the use transfer to voicemail because the call is not put on hold.

 

[tech1979]

But normally the call is put on hold when "transfer to VM" is active.

 

[snowman50]

That is Part right.
If you have a call on hold you cant use transfer to voicemail F986.
The call must be active then you press F986 which holds and transfers the call to Voicemail.

The section I am referring to is the SWCA auto hold assignment to a Button.
Do not assign this if you want to use F986.