topic Incall, Call transfer not completing in Archive

Incall, Call transfer not completing

gorm — Tue, 28 Dec 2010 18:24:11 GMT

Hello all

I have Voip, with a regular cordless phone plugged in to my BT business hub. Incoming and outgoing phone calls are fine. But I want to make use of the In call transfer, so as to transfer a call to my remote colleagues.

The process is supposed to be as below: (cut and pasted from here: https://www.bbv-youraccount.com/helpMultiPartyServices.jsp?manual=true )

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Call Transfer allows you to transfer the other person in a call to another number. For example, if someone calls you to find out your friend's number, you can transfer the call straight to your friend so that the caller does not have to hang up and dial the new number.

To transfer a call from a normal phone:

Tell the first caller that you are transferring the call.
Press the Recall button on your telephone.
Dial the telephone number for the person you want to transfer the call to.
If you want to explain to this person that you are transferring the call and introduce the caller, wait until the call is answered. After the new person has agreed to accept the call, hang up your telephone and the call will be transferred. (If the new person does not answer, or does not want to accept the call, press the Recall button again to return to the first caller.)
If you don't need to introduce the caller, hang up your telephone as soon as you hear the ringing tone for the new person's telephone, and the call will continue as though the first caller had made a direct call.

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This all works right up to the point where you hang up to transfer the caller to the new person (after announcing it). When I hang the call comes back to me as the phone starts to ring, and the original caller is there. So it seems to partially work. Any Ideas?

Thanks In advance.

Re: Incall, Call transfer not completing

SeanC — Thu, 06 Jan 2011 12:04:29 GMT

Hi Gorm

I'm sorry to hear that you have been having issues with call transfers, I will have a look into this and reply with my findings.

Regards

Sean

Re: Incall, Call transfer not completing

SeanC — Mon, 10 Jan 2011 16:42:25 GMT

Hi Gorm

Sorry for the delay in getting back to you, the call transfer function was disabled on all older broadband voice account due to the reason when you transfer a call to someone else you are charged for the remainder on the call.

If you would like this service to be activated please send me a private message with your Broadband Voice telephone number.

Regards

Sean

Re: Incall, Call transfer not completing

gorm — Wed, 19 Jan 2011 17:36:49 GMT

Well SC, I have contacted you twice now, but no reply ....

Re: Incall, Call transfer not completing

SeanC — Thu, 20 Jan 2011 09:46:07 GMT

HI Gorm

Sorry for the delay in getting back to you, The information that I was provided was incorrect 😞

The FXS port in Business Hub does not support Call transfer, we have been advised that the call transfer can only be initiated from Falcon IP phones.

Using the Recall option you can set up 3-way call(conference) from the analogue phone in FXS ports of Business hub but not Call transfer. It has never been supported in Business Hub. Even the 2wire business Hub requirement doesn’t have the support for Call transfer.

I'm sorry to say that the only way would be to use our Falcon IP phone.

Again sorry for the incorrect information originally posted.

Regards

Sean

Re: Incall, Call transfer not completing

gorm — Mon, 24 Jan 2011 19:26:38 GMT

Thats really bad, as this was sold to us as part of the service, with no mention at any point of having to buy a special handset. Nor is this mentioned in the help pages. Can someone please contact me as basically this is a breach of contract.

Re: Incall, Call transfer not completing

Scanners — Thu, 07 Apr 2011 09:58:19 GMT

I have the same issue except that I have paid £90 each for 2 x BT Falcon VOIP phones (one V1 and one latest version).

Phones were purcased specifically to take advantage of the call transfer functionality promoted as being available as otherwise would have simply used a standard phone.

Please advise how calls can be transferred as neither of the following methods work:

As per user guide:

1.a Answer call

1.b Press soft key "Transfer"

1.c Dial desired number

1.d Speak to new recipient

1.e Press soft key "Transfer" again and hang up to transfer call

Help desk advice:

2.a Answer call

2.b Put caller on Hold

2.c Press #90

2.d Phone number

2.e Speak to new recipient

2.f Press # to transfer (just beeps in recipients ear??)

Advices awaited.

Many thanks.

Scanners

Re: Incall, Call transfer not completing

Scanners — Thu, 07 Apr 2011 10:41:24 GMT

Update to previous posting, process works when call is made to a Falcon Mk2 phone and transferred to a Falcon Mk1 phone but not the other way around i.e.

As per user guide (for both phones):

1.a Answer call

1.b Press soft key "Transfer"

1.c Dial desired number

1.d Speak to new recipient

1.e Press soft key "Transfer" again and hang up to transfer call

This must be a known issue so would appreciate either confirmation of workaround or how to go about receiving a Mk2 to replace the defective Mk1.

Re: Incall, Call transfer not completing

SeanC — Thu, 07 Apr 2011 14:04:57 GMT

Hi Scanners

I have tested call transfer both ways with standard BBV and Hosted voip and all transfers are had been 100% successful, Can you please send me a private message with your contact name and number and also your bbv number so I can check your account and give you a call?

Regards

Sean

Re: Incall, Call transfer not completing

SeanC — Wed, 20 Apr 2011 08:48:58 GMT

Hi Scanners

Thanks for the private message, the issue was found to be on our platform as the option for your original line the call transfer option was disabled, once enabled we tested and can confirm working.

Regards

Sean

Re: Incall, Call transfer not completing

gorm — Sun, 29 May 2011 07:34:37 GMT

Still not bothered to sort my issue out eh? We were sold this product with the promise of this feature... BT = Muppet Show