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User can not do transfer to some extensions

m1xed0s
Contributor
Contributor

Update: besides the issue described below. User also reported that it takes about 15-sec to hear the ring tone after dialing the new extension on another phone on different DP. It seems like UCM has issue lookup the new extension... Suggestions?

 

Typically what happens is:

  1. PSTN call comes in to front desk user
  2. Front desk user is asked to transfer to extension 1101 for example.
  3. Front desk user press the Transfer key and dial the extension 1101, then press the dial or transfer (can not remember which) to finish the transferring.
  4. Front desk user hang up the phone.

Now we added some extensions and this flow seems is broken:

or Internal extension

 

  • PSTN call comes in to front desk user
  • Front desk user is asked to transfer to extension 2110 for example.
  • Front desk user press the Transfer key and dial the extension 2110, but phone screen doesnot show any dial or transfer key anymore.
  • Front desk user can press delete to remove the extension digits or cancel though.

We did not create voice mail for the extension 2110 though if that matters? Inter-extension calls work just fine.

 

Suggestions?

 

4 Replies 4

schaef350
Beginner
Beginner

To transfer to an extension you have to have access to call that extension.  Verify the phone can call the extension directly.  If not check your CSS and update as need.  Also, verify you have no overlapping patterns.  I typically use the dialed number analyzer for this.  https://<address of publisher>/dna

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There is no issue for internal direct calls.

On the line configuration for the receptionist phone if is set to "1" you cannot transfer or even begin to type the number in.  Likewise if a call is on hold and they take a call and attempt to transfer while that first call is on hold that become a 3rd call if your limit is "2".  Double check that setting as well...

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Reception can transfer to the extensions but the new ones we recently created and new ones are in different DP if I have not mentioned in post.
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