Consultative Transfer Fail

When an incoming call comes in and no one else is on the phone, I am able to successfully do a consultative transfer. If a second incoming call comes in, I am no longer able to do a consultative transfer if the first incoming call is still active. I am able to successfully reach the other extension to announce the call, but when I hang up my phone, the incoming call does not connect to the other extension but instead kicks back to my phone and automatically turns on my speaker. Please help!

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user_MDG820

New Contributor

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1 Message

2 years ago

Was a solution provided for this? I'm having the same end result but I haven't been keeping track if it's happening only after I've done a transfer that's still active. I just know it's not any one phone and it's not every time. It's intermittent.

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CC_Gina

Gold Problem solver

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421 Messages

Hi @user_6d2d45 and @user_MDG820!

Are you able to test these steps and see if this helps?
1. Dial the number or contact to whom you want to transfer the call.
2. When the call is answered, speak to the party.
3. In the Call Console, select the call to transfer.
4. Move the mouse over the new call and then click TXR.

There is also a more in-depth set of instructions for transfers using the Business VoiceEdge phones here: https://business.comcast.com/support/article/voice/transfer-a-call-using-your-business-voiceedge-phone?linkId=101663983

Please let us know if you are able to try those steps (or if those are the steps you've been using)!

I no longer work for Comcast.

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2 years ago

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user_6d2d45

New Member

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4 Messages

@user_MDG820 No, not yet. I reached out to my contact at Comcast and they are working to find a solution. I will update you when it has hopefully been resolved. I have been able to track that it only happens when I do a consultative transfer. Blind transfers have no issue.

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2 years ago

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user_6d2d45

New Member

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4 Messages

@Comcast_Gina Thank you for your comment, however, I do all transfers using the actual phone, so unable to test with the provided steps. I have reached out to my contact at Comcast and they are working to resolve the issue. I have already read all the instructions and understand how to do a transfer, this error is occurring on the product end, not user.

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2 years ago

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Comcast_Airelle

Official Employee

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82 Messages

Thank you! Please keep us updated and let usknow if there is anything we can do for you!

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2 years ago

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