Jabber Transfer call steps/process experience oddity

[KieronMurphy]

Hi all,

We've just gone live with an all Jabber softphone environment and we have an odd call transfer experience -

1. External caller calls in

2. Call is answered in Jabber by Agent A

3. Caller needs to be transferred to Agent B

4. Agent A clicks on the three dots and selects transfer

  At this stage, the external caller is not put on hold and can hear agent A typing in agent B's name

Once Agent A has typed in typed in the name and pressed enter, the caller is finally put on hold.

Is this normal behavior? we would expect that the external caller is put on hold as soon as Agent A selects transfer, therefore they don't hear the keystrokes when agent A is typing in Agent B's name.

Thanks in advance.

[Vaijanath Sonvane · Accepted solution]

Hi,

It seems that you are hitting a software bug CSCus09463:

Symptom:
When we transfer a call on Jabber, we select transfer, then type the number.
At this condition, the person on the phone can hear our voice while typing the number.
That is, a call is not hold and MoH does not flow.

Conditions:
Jabber for Windows
Jabber for MAC

Workaround:
None

Further Problem Description:
None

Check below post as well:

https://community.cisco.com/t5/cisco-bug-discussions/cscus09463-jabber-for-windows-mac-should-hold-the-call-when-we/td-p/3349459

[George Sotiropoulos]

This is a known bug, can you specify you CUCM version and the Jabber software version that you use?

Have you tried to upgrade your Jabber software version to a newer release?

G

[KieronMurphy]

Thanks George, CUCM is 12.5.1.10000-22 and Jabber is 12.5.1.27406-22. I'll update to Jabber 12.6 and see what new :)

[George Sotiropoulos]

Look forward for your feedback

G