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joe1691 asked ·

Warm Transfer on OS X Desktop App Fails

I am using the OS X desktop app, newest version.  The last 5-6 times I've done a warm transfer, after I'm done speaking with the person within our company on the other extension, I press complete transfer, and it ends the call.  After pressing the button to complete the transfer, the call ends, and 5-6 seconds later, I get an incoming call from the person I was trying to transfer to the other user in our company.  If I do the warm transfer process again, it works fine. 

This is getting very annoying, and I can't figure out what's causing it.  Any help?
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mike answered ·
Hi Joe, 

Can you please open a case for this one?  In the case notes please include:


  1. The number you are logging in with
  2. Call samples: (time, date, to/from phone numbers involved, etc. 
  3. Please detail the exact steps that you are using

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Mike, this phone is only 2 months old and just purchased. I have swapped both the phones and the sidecars. Anything else it could be?
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@Charlie - I know you said the network requirements were configured, but can you do me a favor and double check the presence ports here

Also, can you email the SN and extension number to me and I'll heck the registration on the back end.   Community.Support@ringcentral.com 
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Even after you swapped the phone & side car out the same issue persisted on that extension? If so, then it is most likely a local network issue. 
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Kim, The only thing I have not done is disable SIP ALG. We had IP Flex with AT&T and they have been dragging their feet on this. We are waiting for them to swap out the router, as they say it is done at the router level for them and they require a router change. I figure this is the problem but was hoping for another answer. I will email you the info shortly. Thanks! Charlie
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Charlie, 

I checked the SN you sent & everything looks good.  Based on your above response it does seem to be the router/network configuration.  Let's get that swapped out, send AT&T the router configs (linked above) if they are the ones that need to make the changes on their end. Once this is done, please update me here on how the phone working. :-) 

Kim 
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