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Author Topic: Cannot retrieve a call from call transfer  (Read 2918 times)

Offline firebits

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Cannot retrieve a call from call transfer
« on: October 14, 2014, 05:40:56 AM »
Hi

Im not very knowledgable of the 3300 PBX I'm afraid, but I have inherited this.  A problem started to occur a few weeks back where we can no longer retrieve calls that have been transferred to an extension.  When an announced call transfer that cannot be put through, we retrieve the call all both parties can hear is silence.  It was working ok for around 18 months.  Can anyone please help.
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Offline ralph

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Re: Cannot retrieve a call from call transfer
« Reply #1 on: October 14, 2014, 08:21:25 AM »
How are you retrieving the call?   I'll assume you're pressing the cancel key.
What type of trunks are you using?

When was the last time your system was rebooted?

Ralph
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Offline firebits

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Re: Cannot retrieve a call from call transfer
« Reply #2 on: October 14, 2014, 08:30:31 AM »
Hi Ralph

Thanks for getting back to me.  We are pressing the cancel key to retrieve.  Apparently this was working for 18 months without problems.  We are using SIP and then PBX was powered off completely and booted back up just last week but the problem continues to persist.
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Offline ralph

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Re: Cannot retrieve a call from call transfer
« Reply #3 on: October 14, 2014, 10:11:58 AM »
When you transfer, are you transferring to an extension registered to the same PBX or is it going to another PBX?
Also, check the settings of your SIP peer.  Is the options "Avoid Signaling Hold to Peer" option (not sure of the exact wording of this option)  enabled or disabled?

Ralph
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Offline firebits

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Re: Cannot retrieve a call from call transfer
« Reply #4 on: October 14, 2014, 10:53:38 AM »
Hi Ralph

Single PBX.  SDP options 'avoid signalling hold to peer' disabled.
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Offline ralph

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Re: Cannot retrieve a call from call transfer
« Reply #5 on: October 14, 2014, 11:22:51 AM »
Quote
SDP options 'avoid signalling hold to peer' disabled.

Try setting that to 'yes'.
I think this may reset the peer for a second so you may want to wait until there is no traffic.

Ralph
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Offline firebits

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Re: Cannot retrieve a call from call transfer
« Reply #6 on: October 14, 2014, 11:42:29 AM »
Have tried this now and the problem persists I'm afraid. When does the PBX require a reboot for changes to take effect?
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Offline ralph

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Re: Cannot retrieve a call from call transfer
« Reply #7 on: October 14, 2014, 01:57:03 PM »
You don't need a reboot to change the peer profile.
I'll have to let some of the other jump in on this thread to see who has other ideas.

What version of software are you running?
Have you recently upgraded?
It may also help if you exported the SIP trunk Peer Profile options (delete usernames and passwords of course) so that it can be reviewed.

Ralph
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Offline x-man

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Re: Cannot retrieve a call from call transfer
« Reply #8 on: October 15, 2014, 05:05:07 AM »
Try using release rather than cancel?
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Offline ralph

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Re: Cannot retrieve a call from call transfer
« Reply #9 on: October 15, 2014, 08:26:36 AM »
I believe Release will let the call go through.
The user wants to cancel the transfer.

Ralph
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Offline firebits

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Re: Cannot retrieve a call from call transfer
« Reply #10 on: October 15, 2014, 09:52:38 AM »
Where do I obtain software updates from for the 3300?
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Offline ralph

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Re: Cannot retrieve a call from call transfer
« Reply #11 on: October 15, 2014, 01:36:19 PM »
You can only get updates from your VAR.

Ralph
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Offline firebits

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Re: Cannot retrieve a call from call transfer
« Reply #12 on: October 16, 2014, 06:59:07 AM »
What if we do not have a VAR?
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Offline sarond

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Re: Cannot retrieve a call from call transfer
« Reply #13 on: October 16, 2014, 08:25:51 AM »
Are you using an MBG for your SIP Trunks?
What happens if you just put the caller on hold and then retrieve, do you still get silence?
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Offline firebits

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Re: Cannot retrieve a call from call transfer
« Reply #14 on: October 16, 2014, 11:55:32 AM »
Not using MBG and if we put a call on hold and retrieve we get the call back ok.
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