Call2Teams - Customers
When a user transfers a call, the call drops. The target recipient is left on hold.
The problem seems to be related to Consultative transfers.
Call Transfer Overview (Ideal Behavior)
When the initial call is established between Party A and Party B a direct link is created called a call leg.
When Party B makes a consultative/enquiry call to Party C, Party A is placed on hold.
The new call leg between Party B & Party C is established.
When the transfer key is pressed, SIP messages are exchanged which advise all systems to join Party A from call leg 1 to Party C of call leg 2.
This is done by creating a third call leg.
Once established, call legs 1 and 2 are terminated as these are no longer needed.
With Party C connected to a single call leg (talking to Party B), they must be able to receive a second call invite (leg 3).
This relies on Party C being able to receive call waiting (a queued call) on their line which is not always possible, especially if Party C is a regular PSTN user.
If they cannot accept the new call before the other 2 call legs are dropped, then the final 3rd call leg cannot be created and the call will drop.
This can result in one or more of the affected parties unable to complete their calls.
The service offers the ability to modify how the SIP REFER message works, via the Propagate Refer setting in the PBX/Trunk settings page in the service portal:
This setting provides 3 options:
- PBX handles transfers will propagate received SIP REFER messages from Microsoft upstream to this service.
- Teams handles transfers will manage transfers bridged out as new calls.
- Teams True Transfer is designed to operate where both the transferor and the transferee are connected to the PBX service.
Issue: Consult Transfer Failures using Jabra Headsets
In some cases, following a consultation call, a transfer may not complete successfully, leaving the consultee connected to the original call where Jabra headsets are used. This appears to be a third-party issue.
Follow this link to learn more: Jabra headsets staying connected after consult/transfer
Please note Dstny Automate cannot be held responsible for the content of any third-party documentation offered.