Two incoming calls being put through to each other

[wjtcol]

Hi,

I've just done an IP500 install using a PRI trunk; I'm getting reports now that calls are coming in, and then users are attempting to transfer them, but fail, and the two incoming parties are then connected to each other.

I just don't see how this is at all possible, but several people are reporting this now. Any suggestions would be welcome!

Thanks,

Will

 

[Lem0n]

A few time ago, I seen a problem like this.
The receptionist was using a 1616 phone and was complaining about calls connected together randomly.

Finally, we found that she made a mistake.
The scenario was this one:
1. -User A calls Receptionist
2. -Receptionist Answers the call
3. -User B calls Receptionist
4. -Call left alerting
5. -Receptionist presses Transfer Key
6. -Receptionist starts to dial a number but then hangs up
7. -Receptionist answers call from User B
8. -Receptionist connect to call from User A
9. -Receptionist presses Transfer key again

With this last action she completes the transfer.

In order to avoid it, she should transfer the call when she hits the first time the transfer key otherwise when the transfer key is pressed again (complete transfer) it will use the other call on hold, and when she decides against transferring (step 6) use the Drop key rather than hanging-up.

I hope this helps.

 

[intrigrant]

They have multiple Appearance buttons, call arrive on Appearance 1 and they want to transfer the call using button 2 but a new call arrives, they answer that call while call on button 1 is awaiting transfer, the user disconnects the call on button 2 by putting the handset in the craddle : WRONG! now the call is transferred to button 1, they should have pressed DROP and the retrieve button 1.
Give the user proper instructions or leave only two appearance buttons and enable "reserver last CA" in the supervisor settings.

 

[wjtcol]

Thanks guys; this was basically it - receptionist was hitting transfer, then the number, then immediately hanging up, giving the system no chance to actually ring the dialled extension, and unknowingly placing the call on hold. Call number two comes in, and is given the same treatment, and like you say, the calls are then joined as she has two calls on hold, and hangs up.

Fixed by dropping the dial delay count to "1" so the system would instantly dial the extension she was transferring to.