IP Office - Transferring inbound calls get connected together 2

[billrshepherd]

Have a customer issue. Operator gets a call, transfers it to an internal ext. Gets another call immediatly after transferring previous call, transfers to internal ext. Both calls transferred get connected together. Has anyone experienced this problem or can give insight on the issue.

 

[bdelmar]

Can you give a little more info...

What type of system, version, and phones are you using?

What is the process she is using to transfer calls, is she hitting transfer, then number she wants to transfer to, then transfer again?

Have you tried to recreate the problem and watch monitor to see whats happening?

Is this only happening to her or is this a system wide problem?

 

[kholladay]

Are you sure they are using transfer and not conference?

Kyle Holladay
Certified: ACACN, ACSCI, ACSCM, TIA-CTP
"If it worked the way it should you wouldn't need me

 

[billrshepherd]

Long time no hear. Yes, they are using transfer.

They are doing the following:

She answers call 1 and puts it on hold.

She answers call 2 and puts it on hold.

She goes back to call 1, speaks to the call and transfers him to an extn.

She goes back to call 2, speaks to the call and transfers him to another extn.

Both call 1 and call 2 end up speaking to each other and do not reach their desired extns.

 

[IPGuru]

What version of firmware are you using, this was a known issue way back.
to prevent it happening enable Busy on hold & turn off call waiting for the receptionist.
if she needs to hold a call temporarily use park.

 

[kholladay]

I assume you are running 2.1 as there was a CQ # 19732 "Transferring a call can cause calls to be conference together"

Ths was to be resolved in the May 2005 patch.

Kyle Holladay
Certified: ACACN, ACSCI, ACSCM, TIA-CTP
"If it worked the way it should you wouldn't need me

 

[butler1983]

We are having the same issue with a new IP Office install on 3.0, build 59 with the receptionist utilizing a 5420, firmware 4.0 with an EU24. is there a solution?

 

[hibroth]

This issue is described into Maintenance Manual 1A - Call routing: Incoming Calls connected together.

It seems is an inappropriate procedure, expecially using Soft Console, the right one should be transfer the first call, wait for the user answer THEN pick up the second call from hold.

HB