Call Transfer Intermittent

[Brett]

Having an intermittent problem with transfer of calls. Basically they randomly work ok and sometimes not. Its as if the 'hookflash' is not being recognised sometimes. Is this likely to be a dialogic card problem (D/4PCI-U) or the pabx?

 

Because it is so random it is hard to 'trap' the error.

 

using win 2000.

 

Any ideas

 

TIA

[SupportTeam]

What does the caller hear when the transfer does not go through?

Does caller still hear 'on hold' music when the transfer commences or does the caller just hear a click and then the destination extension digits being dialed by VoiceGuide?

 

It's possible that the wait time between the hookflash and the dialing of the destination numbers digits is not too long. Please try using one or more commas before the number to be dialed to insert some pauses between the hookflash and the dialed number.

 

from VG help file:

When specifying the number you can use the commas ',' to indicate pauses in the dialing sequence, ie: allow a pause between the hookflash and the telephone number being dialed add a couple of commas before the phone number. (eg: the text box in the screenshot above would read ",,4583")

[Brett]

Does caller still hear 'on hold' music when the transfer commences or does the caller just hear a click and then the destination extension digits being dialed by VoiceGuide?

 

just click and digits. when you hear the on hold music the transfer works ok.

[SupportTeam]

If you just hear the short click and then the caller hears VG dial the digits this means that the PBX did not recognize the hookflash (hookflash is that short click).

 

The Dialogic card is usually pretty reliable with the length of the hookflash it generates so it sounds like the hookflash is just on the boundary of the minimum length acceptable by the PBX. Try increasing the hookflash length a little - that should make the hookflash detection by the PBX reliable.

(see: http://www.voiceguide.com/vghelp/html/Dial...lTransfers.htm)

[Brett]

extended the hookflash time by 10ms and so far so good. Thanks.