Hi
I have problems with blind transfer. when the agent select the transfer option, enter the number and press transfer button, the first call close!
In the wireshark logs, appear 2 registers and in both registers, the edge send the bye
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Hi Gladys,

If the BYE message is coming from the edge, there are many reasons to explain this.

Customer care can help if you send them all the details.



------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 11-22-2019 18:41
From: Gladys Galabay
Subject: BLIND TRANSFER DISCONNECT THE CALL

Hi
I have problems with blind transfer. when the agent select the transfer option, enter the number and press transfer button, the first call close!
In the wireshark logs, appear 2 registers and in both registers, the edge send the bye
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Also, just to give some insight:

The first call is actually two parts, the "leg" (call) from the edge to the user's phone, and the leg from the edge to the other party.

When the user transfers a call, the edge sends a BYE to the user's phone to end that leg once the new leg to the recipient of the transfer has been established.

So, it is normal to see a BYE from the edge to the original user when the transfer completes, and normal for the call to disconnect for that user.

If the call completely disconnects when the transfer is completed, then that is a separate issue which you need to track down on the other legs of the call.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 11-29-2019 07:58
From: Paulo Mesquita
Subject: BLIND TRANSFER DISCONNECT THE CALL

Hi Gladys,

If the BYE message is coming from the edge, there are many reasons to explain this.

Customer care can help if you send them all the details.



------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 11-22-2019 18:41
From: Gladys Galabay
Subject: BLIND TRANSFER DISCONNECT THE CALL

Hi
I have problems with blind transfer. when the agent select the transfer option, enter the number and press transfer button, the first call close!
In the wireshark logs, appear 2 registers and in both registers, the edge send the bye
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

I have seen something similar before. There are some checks you should make:

Is the number external?
Try performing a consult Transfer to the number.
Try performing a direct call to the number.
Put the user in the same site as the Edge and see if this works.

A reason I found for this previously was that the site where the call comes in (normally the location of the Edges) did not have a defined rule or route outbound. The site that the user was assigned to did so somewhere to compare. When transferring blind the transfer is completed at the source of the call (e.g. Edge). When consulting it is completed at the consult point (e.g. user).

------------------------------
Richard Chandler
G3 Comms Ltd
------------------------------

Original Message:
Sent: 12-02-2019 15:16
From: George Ganahl
Subject: BLIND TRANSFER DISCONNECT THE CALL

Also, just to give some insight:

The first call is actually two parts, the "leg" (call) from the edge to the user's phone, and the leg from the edge to the other party.

When the user transfers a call, the edge sends a BYE to the user's phone to end that leg once the new leg to the recipient of the transfer has been established.

So, it is normal to see a BYE from the edge to the original user when the transfer completes, and normal for the call to disconnect for that user.

If the call completely disconnects when the transfer is completed, then that is a separate issue which you need to track down on the other legs of the call.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 11-29-2019 07:58
From: Paulo Mesquita
Subject: BLIND TRANSFER DISCONNECT THE CALL

Hi Gladys,

If the BYE message is coming from the edge, there are many reasons to explain this.

Customer care can help if you send them all the details.



------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 11-22-2019 18:41
From: Gladys Galabay
Subject: BLIND TRANSFER DISCONNECT THE CALL

Hi
I have problems with blind transfer. when the agent select the transfer option, enter the number and press transfer button, the first call close!
In the wireshark logs, appear 2 registers and in both registers, the edge send the bye
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Thanks Richard
" defined rule or route outbound" this was!

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------

Original Message:
Sent: 12-03-2019 02:22
From: Richard Chandler
Subject: BLIND TRANSFER DISCONNECT THE CALL

I have seen something similar before. There are some checks you should make:

Is the number external?
Try performing a consult Transfer to the number.
Try performing a direct call to the number.
Put the user in the same site as the Edge and see if this works.

A reason I found for this previously was that the site where the call comes in (normally the location of the Edges) did not have a defined rule or route outbound. The site that the user was assigned to did so somewhere to compare. When transferring blind the transfer is completed at the source of the call (e.g. Edge). When consulting it is completed at the consult point (e.g. user).

------------------------------
Richard Chandler
G3 Comms Ltd

Original Message:
Sent: 12-02-2019 15:16
From: George Ganahl
Subject: BLIND TRANSFER DISCONNECT THE CALL

Also, just to give some insight:

The first call is actually two parts, the "leg" (call) from the edge to the user's phone, and the leg from the edge to the other party.

When the user transfers a call, the edge sends a BYE to the user's phone to end that leg once the new leg to the recipient of the transfer has been established.

So, it is normal to see a BYE from the edge to the original user when the transfer completes, and normal for the call to disconnect for that user.

If the call completely disconnects when the transfer is completed, then that is a separate issue which you need to track down on the other legs of the call.

------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 11-29-2019 07:58
From: Paulo Mesquita
Subject: BLIND TRANSFER DISCONNECT THE CALL

Hi Gladys,

If the BYE message is coming from the edge, there are many reasons to explain this.

Customer care can help if you send them all the details.



------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 11-22-2019 18:41
From: Gladys Galabay
Subject: BLIND TRANSFER DISCONNECT THE CALL

Hi
I have problems with blind transfer. when the agent select the transfer option, enter the number and press transfer button, the first call close!
In the wireshark logs, appear 2 registers and in both registers, the edge send the bye
#Telephony

------------------------------
Gladys Galabay
High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
------------------------------