Transfer Calls "Complete" disappears

[Michael K]

I have just install 200 9608 IP phones to our upgraded Avaya Aura phone system in our 24/7 call center. The issue that my agents are having is when the agents receive a call that needs to be transferred to another department, they press the soft key for transfer, then dial the department group number for a soft hand-off, after a few seconds the "Complete" or "Continue" soft key disappears only leaving the resume key. They have to press the resume key to get the customer back and then try transfer again and perform a hard transfer to the department agent.

It looks as if there might be a time limit for transfers. If so, can someone help with where to look.

 

[Turtlepuke]

Capturing it with a list trace is probably the best first step......although that can be hard if it's intermittent.

 

[dialtonebone]

I would normally say a list trace too, but I don't think that will change much here unless there is a transfer/conf occuring that is causing the phone to update its display.
Maybe check out the soft key settings in 46xx? I know you can control what keys stay up for a phone call vs off calls etc.