Consultative Transfer Fail

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)!

@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. 

@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. 

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

@user_71154c thanks for taking the time to post on out Comcast Business Forums page. Did you try the steps shared previously by @CC_Gina?

We are having an issue with a physical phone just like the original poster. CC_Gina's steps were for someone using the app, so they don't apply unfortunately. And the link to the article on how to transfer calls doesn't really help - trust me, our receptionist already knows how to transfer a call. :-) This is an intermittent failure with the phone or the underlying phone system.  I was hoping there was some advice - like change a setting in the BVE portal, or something?

@user_71154c got it, this is most like you stated the issue is likely with the phone itself or a backend problem. I did not find any support articles for this matter, I'd recommend reaching out to our Comcast Business team directly at 800-391-3000. Let us know if that helps.