Call parking: Transfer Failed

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We are a new RingCentral users converted from an old PBX system. After our numbers ported we found whenever calls from the outside come in and we want to park or transfer the calls, the park or transfer fails. On the phone it says "transfer failed" What the user hears is a half a second of the hold music, and then it goes to silence. The person who put the caller on park can pick the call back up again, but it does not transfer to the park line.
  • We are using Polycom VVX 410 units. This seems to be happening about 90% of the time, and with 4 of our 5 offices.
  • Most of the calls are coming in from forwarded Vonage toll free lines
  • We have rebooted the phones.
  • This is in both US and Canada.
Any help is appreciated.  Related case number 04495966

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Posted 4 years ago

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Nathan Malone, U.S. Tier 3 Support

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Official Response
I have taken a look at the case you referenced and am working along side your tech support rep to troubleshoot the issue for you.

From the information given, it looks to be an issue with the way that the permissions are set up on the extensions for the Call Park presence keys.

If a phone call comes through a User extension to a Ring Group, such as you have set up for Client Sales, you have to add the call park locations to the presence of the Client Sales extension as well as add the presence of each User's extension that is set to ring in the Client Sales extension. If the presence is not added to the Client Sales Ext., the transfers will fail.

Your case owner and I have received a call sample and will reach out to the case contact directly when we can confirm this is what is causing the issue.

Nate Malone
Tier 2 Technical Support