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BLIND TRANSFER DISCONNECT THE CALL

  • 1.  BLIND TRANSFER DISCONNECT THE CALL

    Posted 21 days ago
    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

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    Gladys Galabay
    High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
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  • 2.  RE: BLIND TRANSFER DISCONNECT THE CALL

    Top 25 Contributor
    Posted 15 days ago
    Edited by Paulo Mesquita 15 days ago
    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.



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    Paulo Mesquita
    Spark NZ Trading
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  • 3.  RE: BLIND TRANSFER DISCONNECT THE CALL

    GENESYS
    Posted 11 days ago
    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.

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    George Ganahl GCP (PureCloud) ICCE
    Principal Technology Consultant
    Genesys
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  • 4.  RE: BLIND TRANSFER DISCONNECT THE CALL

    Posted 11 days ago
    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).

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    Richard Chandler
    G3 Comms Ltd
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  • 5.  RE: BLIND TRANSFER DISCONNECT THE CALL

    Posted 11 days ago
    Thanks Richard
    " defined rule or route outbound" this was!

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    Gladys Galabay
    High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda.
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