Can't transfer incoming call while another call is ringing..

[frank6160]

Call comes in on PRI translates to ring group with 1 user. 2 line keys on set. 1st call is answered and if a second call comes in the only thing that can be done with 1st call is place it  on hold and answer 2nd. Can either put 2nd on hold then go back to 1st and transfer or go ahead and get rid of 2nd caller first. Sofware version R10.3.3.E . I have had a  web ticket open with support for a week. No response.

[Anonymous · Accepted solution]

Frank, I've replied to your webticket twice. Please check your SPAM filter and ensure that e-mails from "support@adtran.com" are allowed. This is the response that was sent on the webticket:

The behavior you're describing is normal for ADTRAN phones. The call would either need to be answered or ignored in order to transfer the first call. Ignoring the call does allow you to proceed with transferring the first call without having to answer the second.

[frank6160]

Not what I wanted to hear. Customer isn't going to like it. Can't transfer till the first call is ignored or answered.

I'll have my email filter checked.Thanks.

[jephph]

What am I missing here? Isn't ignoring a call the same as pretending it didn't exist?  If so, can't the user pretend the 1st call doesn't exist and answer the 2nd call?   I'm not trying to be a smart-aleck -- I literally am having trouble understanding why someone would have an issue with this.

[Anonymous]

Jephph, the "ignore" we're referring to here is the "ignore" softkey on the phone that comes up with a call incoming.

[jephph]

Ahh, now it makes sense.  Thanks for the update.

[Anonymous]

I went ahead and marked the "Correct Answer" on this thread to make it more visible.

Thanks,

Matt

[Anonymous]

frank6160 - I am going on a limb here, but it seems to me you are using IP7xx phones running software version 1.3.x. In that release, to transfer a call, the phone had to have a "available/free" line key. If that is indeed the case, then I see two options given below.

1. Upgrade to version 2.x of IP7xx phone firmware. In that release a call on a line key can be transferred, even when there is no other line key "available"

2. Keep the same firmware, but add additional buttons "line keys" on the IP7xx. Thereby increasing your chances of a havving a "available/free" line key.

Thanks,

[frank6160]

Added 3rd line key to set. Still have same issue. When on a call and another begins ringing set I can't transfer the current call! Very angry customer now.

[Anonymous]

Frank - Sorry to hear about the inconvenience your customer is experiencing. My intent was to help and assist but it seems that further troubleshooting is required. I will recommend you engage ADTRAN tech support on it. The solution I recommended was based on the premise that there are no spare line keys available when the transfer is being attempted. But it seems something else is at play.

Thanks,