Two calls on hold on the console transferring together 1

[SUSANVV]

We have IP Office 9.1. When two calls are put on hold on the console and one is transferred they are both transferred together. And yes,they should not be on hold that long. Any solutions beyond the obvious?
Thanks for any help.

 

[janni78]

What console? Softconsole?

"Trying is the first step to failure..." - Homer

 

[SUSANVV]

Hi. No, a 1416 phone with the side panels. The problem is also intermittent just to add to the fun. She uses the Hold button and then answers another incoming call. Sometimes when she transfers the second call the first call that is still on hold will go with it.

 

[janni78]

Probably be better to park the call instead, that way you can't accidentally transfer it.

"Trying is the first step to failure..." - Homer

 

[amriddle01]

Why are they handling the calls out of sequence? If they have a call already connected they should deal with and should transfer that one, then answer the second. It's when juggling calls and jumping between them instead of dealing with each in turn that this type of thing happens. It confuses the system when you are holding multiple calls, ringing another and hitting the transfer key. It's not sure if you're trying to transfer the first held call or the second held call (how could it know?) and so assumes you want them all to be conferenced together. It doesn't expect stuff being done out of sequence basically

 

[joe2938]

I bet user error is involved here and as stated have them park the calls

 

[critchey]

If you are only using call appearances switch to park buttons instead of hold(as stated already). This saves you from having to transfer the call. You give all users park buttons and they can hit the park button to pickup the call. Then this will not happen.

If you are using line appearances... Do NOT use line appearances. There is no reason to use line appearances with this system and in fact you are going to cause more issues by using them.


The truth is just an excuse for lack of imagination.