Callers get puts on hold when he/she get redirected

[Jkasw]

Hello everyone,

i am running into a small problem where i cant find the answer, ive have asked the supplier of our ip office system but they dont know it either.

the problem is as follows: Whe have 1 person with internal number 291, when wants to connect the outside caller to for example 302 the caller will always be put on hold. if 302 answer and doesnt hear anyone he/she useally hangs up and calls back.

avaya IP office server edition manager version 11.0.4.1.0 build 11

info about number 291:
- 291 is an avaya 9608 device, firmware version 6.8002
- twinned to 903
- 903 is an avaya 3735, software version 2.1.4 and paramater definition 1.13

what i have tried myself
- removed 291 and 903 exention and user and remade them
- added appearences to the 903 dect 3735
- on the mobility tab maximum number of calls from 1 to 2.

I have also asked our supplier of the avaya ip office but they dont seem to know the answer. hopefully anyone could help me out.

ps: hopefully i have explained the problem properly. if anyone has any question please let me know.

 

[tac84]

Hi @Jkasw,
Everyone on here will probably need a bit of clarification. Do you mean the user (in your example ext 291) is trying to Transfer the outside call to user 302?

How is user 291 transferring the call for example explain the button sequence.

Is your user pressing the soft key 'Transfer'? This will always put the External or Internal call on hold. If the internal party receiving the transfer doesn't answer or the call goes to Voicemail, 291 can 'Cancel' the transfer and return to the outside caller.

OR are you saying that when user 302 answers the call, user 302 cannot hear anything once they pick up his or her handset?

Sorry for all of the questions! Just need clarification...

Thanks, Tim
Adelaide, Australia

 

[Jkasw]

Sorry for not explaining it to well.

when an outside caller calls HQ 291 will answer the call. in this example she will try and transfer the outside caller to 302.

291 presses the softbutton transfer the outside caller is put on hold.
291 calls 302 to tell the person there is a phone call.
291 presses the button complete and the call is transferred.
302 does see the outside caller but cant hear him and visa versa.

She has a twinned phone 1x 9608 deskphone and 1x 3725 walker, updated the walker and replaces the 9608 with a new one.
removed the twinning option but cant seem to find anything working.
there was a auto genereted code on the short code list *DCP 40000000,0,1,1,0 i removed that one aswell.

hopefully this explains everything a bit better.

Kind regards
JKA

 

[tac84]

All good @Jkasw, I understand what you're saying now.
When user 302 answers, can they converse clearly between each other? (291 talking to 302)?
Does this only happen when a call is transferred to user 302 from 291 or is this a system wide issue between any user?
What type of phone lines do you have? (Analogue, SIP, etc.)




Thanks, Tim
Adelaide, Australia

 

[Jkasw]

yes 291 and 302 can talk to eachother without any problem.
- sip phones
- 291 is a h323 extension twinned walky phone is a ip dect extension
- 302 is a sip extension
- all other users can forward without any problem its only when 291 forwards a outside/inside caller will the person hear nothing.

 

[IPGuru]

Sip trunks?
make sure that neep alives are enabled in Lan Topology (default setting from Avaya is off which is almost never the most sensible option)



Do things on the cheap & it will cost you dear

 

[TouchToneTommy]

https://support.avaya.com/ext/index...earch&viewlocale=en_US&searchid=1572647388424

This is in regard to blind transferring, a J100 series phone does not have audio, but can put the call on/off hold to get it back.