Redirecting calls to a colleague the caller is automaticly put on hold

[Jkasw]

Goodmorning,

Hopefully someone can help me or put in the right direction on the issue that i am currently facing.


When 1 of my colleague who works at the service desk gets a call from a customer she redirects the caller to right person. She has a deskphone 9608L and a dect phone 3735 with version 1.13 (latest i could find on the website that i was able to download). when she presses the button to redirect on the desk phone or the R button on dect phone she call the colleague internal for example number 300 the customer always gets put on hold if we press R twice on the dect phones we get the caller or press appareance B and than appareance A we get the customer on the line.

i have tried multiple things in the hope that it is the solution this is what i tried so far:
- New phones both desk and dect phone
- New extention for both desk and dect phone
- underneath the options *Telephony* --> multi-line options --> turn on reserve last CA
- underneath button programming added more appearences for extra available lines
- underneath mobility increased the maximum number of calls from 1 to 2.

Unfortuatly all these things doesnt seem to work. the manager version that i am using is 11.0.4.1.0 build 11.

Looking forward to your responses, if you have any question please let me know or if things are unclear

Kind Regards.

 

[icet500]

I do not see an issue here if i got that right!

You must put the call on hold so you can transfer it to another extension.

 

[Jkasw]

these are the steps that are taken:

extension 291 has a customer on the phone. the customer ask for extension 302.
extension 291 presses redirect and the customer gets on hold
291 dials 302 and get connected with eachother
291 presses complete button
302 automaticly gets the customer that was on hold, also on hold has to press 2 buttons to get into the conversation.

hopefully that makes sense

 

[icet500]

So the call after it gets transferred, it remains on hold?

 

[Jkasw]

yes when the call get transferred it remains on hold. i know there is an option underneath telephony that is called *answer call waiting on hold* but by my understanding you would want this option to be on ?

 

[icet500]

*answer call waiting on hold* This is for something else. Applies to analog and IP DECT extension users only. If the user has a call waiting and places their current call on hold, the waiting call is automatically connected.

how x302 get connect to the transferred calls? what buttons he push to connect?
What if you try to do a blind transfer? for example, push the transfer button, dial the ext then do not wait for him to answer and just push the complete button.

 

[Jkasw]

we tried a blind transfer aswell with no different result.

291 presses redirect/transfer (language is dutch on our display)
302 picks up after the phone rings
291 either presses complete or hangs up by putting down the horn.

 

[icet500]

I am getting confused now. after x291 presses complete, the call gets transferred to x302 just fine?

 

[Jkasw]

the transfer of the call goes fine. the customer that is calling and gets redirected from 291 to 302 gets automaticly put on hold. at that point 302 has to put the caller on hold again and back to the caller to finally be able to speak to the customer.

 

[icet500]

Ok now I got it. Are these IP phones? is it happening to all the extensions? internal calls and external calls?

 

[Jkasw]

it only happends when 291 redirects. doesnt matter to what number

the deskphones the 9608L are ip phones.
the dect phones are connected to the dect master.

 

[icet500]

go to x291 and disable "direct media". give it a shot and see!

 

[Jkasw]

Correct me if i am wrong but thats extension and disable allow direct media path ?

 

[icet500]

Yes, uncheck “allow direct media path”