Cannot make consultative transfer

[mohamad.tabbab]

Hi guys,

I have a user who cannot make a consultative transfer on ip phone 7942. when she puts the call on hold she then presses transfer and dials extension number but as soon as she dials the last digit it transfers the call straight away without giving her the option to check if the person is available to take the call. 

any ideas are much appreciated!

thanks,

Mohamad

[Jaime Valencia]

I'll assume this is CUCM as you don't mention that.

When you put a call on hold, the only transfer that you have, is direct transfer, there is no regular transfer softkey in that call state.

If they want to do a consultative transfer, tell them to use the transfer softkey, not to put them on hold, and then attempt the transfer.

[mohamad.tabbab]

Hi Jaime, thanks for your prompt response

she's tried it just now but does not get the transfer softkey unless she places the call on hold.

thanks, 

Mohamad 

[Jaime Valencia]

If she does have the softkey enabled in CUCM, then you'll need to look into the calls to find out why, that usually means an MTP might be required.

[mohamad.tabbab]

---CORRECTION!!-- 

apologies Jaime, apparently she does not get the transfer softkey after placing the call on hold. 

so, when receiving a call she presses transfer softkey (without putting call on hold) then dials the extension number but the call gets transferred as soon as she dials the last digit.

sorry about the confusion Jaime.

thanks 

Mohamad

[Jaime Valencia]

OK, and are you sure she's actually using transfer, and not direct transfer???

[mohamad.tabbab]

yes, she is used to the system and been using the phone for a while but has recently changed phones and this happened since then

[Deepak Rawat]

How about this, ask the user to put the call on hold and then press the New Call instead of pressing Transfer button and make the call. Once the person on other line accepts the calls then simply join both the calls and then make the transfer.

Regards

Deepak

[mohamad.tabbab]

Tried this already but when pressing new call nothing happens no dial tone and cannot dial any numbers

[Deepak Rawat]

Please check the Maximum Number of Calls setting on the DN level.

Regards

Deepak

[Rob Huffman]

Hi Mohamad,

Can you check the config on her old phone vs her new phone to compare the Softkey template that is being used? Also, are the exact same IP phone models?

Cheers!

Rob

[mohamad.tabbab]

SOLVED !!!

just had to delete the extension and create it again as dual-line mode instead of single mode

thanks everyone!