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Display and timing of transferring a call

Ver: Call Mgr 4.1.2 SR1

Situation: ClientA dials xxx.xxx.1000 and UserA (could be receptionist or someone in the office using the "Pickup" feature) answers the call.

Scenario A:

UserA presses Transfer | 1234

1234 will immediately ring and display the following information:

From: 1000 (if answered by receptionist)

OR

From UserA name (if answered by someone using "Pickup")

RESULT: User B at ext. 1234 answers call from the internal person:

Scenario B :

When UserA presses Transfer | 1234 | TRANSFER

1234 will ring and initially display:

1000 (if answered by receptionist)

OR

From UserA name (if answered by someone using "Pickup")

until UserA presses Transfer (for the second time). After the second transfer the phone (1234) will only see this information: "ClientA's phone number"

RESULT: User B at ext. 1234 answers call from the external person:

The difficulty is the inconsistency from when UserA presses the second transfer (either immediately or waits 1 to 2 rings determines when you will know whether you will be answering to someone internal or external)

Is there anything that can be configured on the call manager to modify this or any other suggestions? We've had issues where someone starts talking (assuming its the internal person) but actually gets the client (because of the timing of the transfer)

1 REPLY
Hall of Fame Super Red

Re: Display and timing of transferring a call

Hi Chris,

This is a problem that is common to most phone systems, Callmanager included. What you are seeing is really expected behaviour, because until the Transfer key is pressed the second time the call is really an Internal call. Once the Transfer key is pressed the second time, the call is between the External caller and the transferee.

Your point about consistency is the key one. You need to train your Users to either do a "Blind" Transfer (Transfer>1234>Transfer)with no delays. Or a "consult" Transfer (Transfer>1234 with consult to advise of call>Transfer).

If you can't do this change through education you can always delete the Transfer Softkey and force the users to use Conference which prevents "Blind" Transfers.

Hope this helps!

Rob

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