We have a SV8100 R4 installed in a hospital, `Muted Off Hook Ring` is set for call waiting on the main phone which is a DT300 12 key display phone, the operator will be on a call when a second call comes in.
How on earth does the operator transfer away the 1st call so that she can answer the 2nd call, if you hit the transfer button the 1st call is put on hold and you are connected to the 2nd caller. They want to get rid of the first call before dealing with the second call. Help!!

More information would be helpful.

How many phones on the system?
How many trunk ports?
What type of trunk ports?

Why is only a 12 button phone being used for the operator position?

How are the line keys programmed?

Make Sure MB:15-02-05 Is set to Transfer.

Checked 15-02-05 and its set to Transfer.

120 phones on the system, mainly SLT.
Lines are PRI, 20 channels, no Line Keys are programmed.
Most extensions have DDI.
Incoming calls to the main DDI number ring on the Operators phone, if Busy/No Answer they are routed through to the VRS/AA Single Digit in DDI Routing Transfer Target 2. This has an option to speak to the Operator.
The hospital managers would prefer as many calls to be answered by a operator as possible so that is why the main phone is set to Muted Off Hook Ring, alerting the Operator to a waiting call.
She hits the Transfer button to pass on the first call to the appropriate department but ends up being connected to the waiting call.
I have tested it with the DDI Routing Transfer Target 2 disabled and it still does it so it is not an AA problem.

"No Line Keys Programmed"?

Do You have Cap Key's Assigned?

Perhaps 20-11-07 and 20-11-11 may need to be adjusted.

If there is no CAP Key and you hit the transfer button when another call rings in you will be connected to it.