Sporadic warm transfer not working

Forum|Forum|3 years ago
October 7, 2022
5 replies
8 views

Our office recently migrated to zoom. Sporadically our reception team cannot warm transfer calls, for instance not available in the morning, but ok in the afternoon or vice versa. They are using the softphone system. It does not matter if the person they are warm transferring to has the mobile app or desktop app, same result. All users are operating on the most current version of zoom. All users who are attempting to initiate the warm transfers have the powerpak licenses. Today I toggled on and off call overflow, call transferring, and call handling/forwarding in account settings, then had my team log out and log in. It seemed to do the trick. They had access to warm transfers again. However, this seems like it might be a bit of a pain to do every day. Any ideas on how to resolve this issue permanently?

ChrisO

Participant

Hi RBibson1,

When you say they cannot transfer, do you mean the function fails, or do you mean the option is not listed?

R

RGibson1Author

Newcomer

The function fails.

ChrisO

Participant

By chance do your phone users typically have a lot of meetings in the morning that also use Zoom?

E

enielsen

Contributor I

Also, one can check if a user was in a zoom meeting by looking in "Admin/Account Management/Reports/Usage Reports/Active Hosts" and use the By Users tab. Of course this is just for your company's zoom meetings, not if they are in an external party's meeting.....

J

JimmyOrtiz3

Newcomer

We are also getting reports of this issue but it seems to be very intermitent. Did you ever find a solution to this?

R

RGibson1Author

Newcomer

We haven't found success with this. However, this is a known issue and there should be a fix deployed sometime this month to fix it. Fingers crossed!

E

enielsen

Contributor I

There is a zoom phone update on 12/18 so perhaps will be done then, don't see anything specifically about it in the Release Notes