UC320 Transfer a call to unavailable extension will caused call drop

[athenahui]

Hi,

We found if user transfer a call to an unavailable extension (RNA/ Busy) the call will drop instead of jump to voice mail.

eg. Caller call-in and extension 123 pickup and transfer this call to ext 234, however ext243 not available.  This call will dropped after 20 sec.

By the way if using Blind transfer, it work fine. Please advise.

Athena

[jeffsand]

Hi Athena,

Can I ask some questions about the call scenario that is failing for you?

1. Does this happen for both internal and external calls that are transfered to this extension?
2. If external, is it using Sip trunk or FXO?
3. How are incoming external calls routed?
4. Does it happen every time you transfer a call to this extension while it is busy?
5. What is the exact method you are using for transfer?
6. How is extension 234 unavailable (for example ... is private extension busy, DND active or phone unplugged)?
7. If extension 234 is busy, are there one or two calls on extension 234 when the call is transferred?
8. Is Call Forward Busy/No Answer activated for extension 234?
9. If CFBNA is active, what is the timeout?
10. Can you dial voicemail directly when this is failing?
11. What version of UC320W software are you running?

Thanks,

Jeff

[athenahui]

Hi Jeff,

Thanks for your reply.

1.     Does this happen for both internal and external calls that are transfered to this extension?

        Both internal and external call will caused the problem.

2.     If external, is it using Sip trunk or FXO?

        SIP trunk.

3.     How are incoming external calls routed?

        Call will route to voice mail if RNA/ Busy.

4.     Does it happen every time you transfer a call to this extension while it is busy?

        Yes.

5.     What is the exact method you are using for transfer?

        Using the "xfer" + extension + "xfer"

6.     How is extension 234 unavailable (for example ... is private extension busy, DND active or phone unplugged)?

        Simply out of desk.

7.     If extension 234 is busy, are there one or two calls on extension 234 when the call is transferred?

        Only one call.

8.     Is Call Forward Busy/No Answer activated for extension 234?

        Yes by system default setting.

9.     If CFBNA is active, what is the timeout?

        20 Sec. (System default)

10.   Can you dial voicemail directly when this is failing?

        Sorry, not sure. But the call could route to voice mail if this is a direct call and user could press the voice mail key to logon his/ her voice mail.

11.     What version of UC320W software are you running?

         Version 2.0.6 (10) and Release Candidate are having same problem.

Thanks

Athena

[jeffsand]

Hi Athena,

I still can't tell from your response how external calls are routed prior to Call Forward treatment but in any case, it sounds like CFNA to voicemail fails always on your system when the call is the result of consultative transfer.  I have tried without success to reproduce the problem on my system (running Release Candidate) so I think the best thing at this point is to open a case with Small Business Support Center so they can collect some more information about your system including your configuration files and traces.

Thanks,

Jeff