sundance-communications.com Forums Telephony Discussion Phone & VoIP Systems Toshiba Telephones & Systems Weird One-CNF/TRN Function

I have a user that when they try to transfer a call to another extension it doesn't work. Here is what they are doing and it works for everyone else, i couldn't find any settings that would change this feature. Using a DKT-3220-SD phone the user has a customer on a call hits the CNF/TRN button types the extension to transfer too and hangs up. It rings the extension he is trying to transfer too but no one is there, and it parks the call the user was trying to transfer and puts them on hold at the originating extension. Any ideas?

I should clarify. When it ring the extension transferred too the person receiving the transfer picks up but no one is there.

It sounds like user error. Did you try this yourself or witness this yourself? Also, what system are you working on?

I did try this myself. We are on a Srata cix 670 and Strata ACD.

The extension being transferred to...is it an ACD agent that's logged in?

Generally i believe this would be the case. They aren't on a call but they are logged in and idle or unavailable. I did try this to a non-acd agent phone and it did the same thing as well.

Does the caller come in as an ACD call to the affected phone?

Yes the calls do come in as an ACD call prior to the transfer attempts.

you are not able to supervise transfer to an ACD group.

are you transferring to the ACD pilot number or the PDN of the extn?