Transferring Calls from Call Queue

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Whenever an extension answers a call originating from a call queue and then transfers it to another extension, it rings the extension user and the extension where the call will be transferred to.  It follows the call handling of the call queue.  If you call the extension directly and then transfer the call to another extension, it will only ring the extension where it will be transferred to.  Will it be possible not to ring the transferring extension?
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ARAKELIAN

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Posted 9 months ago

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Luke, U.S. Tier 1 Support

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Hi Arakelian, that is certainly odd behavior. Transferring from one user to another should not be different in these two scenarios as far as I can tell. I think this may be happening due to the presence settings on any of the three extensions involved in this call, but it’s hard to say without further troubleshooting.

I’m going to set an example where a call comes into a queue, q1, then is answered by a user, u2, then is transferred to another user, u3. It sounds like this is the situation:

Scenario 1
  1. call comes in to q1
  2. call is answered by u2
  3. call is transferred by u2 to u3
  4. transferred call rings back to u2 while ringing u3
Scenario 2
  1. call comes in to u2
  2. call is transferred by u2 to u3
  3. transferred call only rings to u3

If that is correct I’d like to get some more information to understand what’s going on. Are both u2 and u3 assigned to q1? Does scenario 1 still occur no matter which user on q1 answers and transfers the call? Does the situation 1 still occur if u2 transfers to any other user on your account?

I hope that makes sense, there’s a lot of granularity in this situation. If you find it easier to have a live conversation about this, please reach out to us in support at 1-888-898-4591 option 3. Or you can create a support case online by using the button below.

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Wayman Prestridge

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Same issue Scenario 1.  Any ideas?
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Saadet - Community Support, Official Rep

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Hmmm....does either u2 or u3 have the other (u2 or u3) listed as someone they can monitor? And do they have it listed as their phone will ring when a call is coming into the other? Let me know if that doesn't make sense! :)
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Wayman Prestridge

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They do not monitor but are in same call group
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Saadet - Community Support, Official Rep

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Could you provide me with the extension numbers that have had this issue? I can take a look at their settings.
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ADOLPHSON

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Ticket entered. Awaiting resolution. Only issue through main line to Auto Attendant.