Transfering when on Headset

[ianfogarty]

Hi

We have several Mitel IP 5312 phones deployed and we are now starting to use headsets with them. We have noticed if a call comes in and the agent answers when on headset, they press the transfer/conference key and then dial the number the agent is not able to disconnect and instead have to create a conference and then hang up.

When using the handset, the call can be transferred and closed down before the other party answers which is the desired result when using the headset?

Is this a limitation of using headsets or is it a COS setting somewhere? I have tried searching for this but seem to keep finding quick user guides for the phones which don't mention headset transfers.

Hope this makes sense

Many thanks

Ian

 

[SXWizard]

You need to program a Release key on one of the programmable buttons on the set. That will allow the agent to "release" the call to the transferred destination. The fixed Cancel button on the phone is used to cancel a transfer and return to the call.

 

[ianfogarty]

Thanks for that SXWizard. I will give that a go.

Cheers

Ian

 

[sarond]

Another solution although I don't normally recommend it.
Press the Trans/Conf key, dial the destination party, press the Trans/Conf key (creating a conference) then press the cancel key to leave the conference and the 2 parties can continue their conversation.