Sporadic busy signals when attempting warm transfer of outside calls to internal extensions

[FinzfirmPC]

Hello, we are using a Poly CCX 600 desk phone with our Zoom Phone service as a receptionist. The rest of the office is using Poly CCX 400's except for 1 other Poly CCX 600 that's in the owner's office. The issue that we're having is that sporadically, when an outside call comes in on the main company number and the receptionist attempts to conduct a "Warm" or "Consultation" transfer to another extension in the office, a fast busy signal is received when the other extension is dialed. However, if you then attempt to do a "Blind" transfer to the same extension, the call goes through. This doesn't happen every time though. It may work 5 times in a row and then may not work a couple of times. Also, when attempting to do the "Warm" or "Consultation" transfers internally from extension to extension there's never a problem. In addition, if an outside call is received on any of the extensions other that the reception desk phone, the "Warm" or "Consultation" transfers work fine. Thank you for any help anyone can give me. 

[BrandonS]

This is a bit of a wild guess, but are you dialing # after the extension?  Often IP phones don't know the internal extension length and therefore have a timeout of usually ~3 seconds before processing the call.  I wonder if it could be a timing issue around this?

[FinzfirmPC]

Thank you for the reply Brandon.

No, we aren’t pressing # after the extension number, just the green phone icon after the extension number. It’s just strange how erratic the occurrence can be. 

[Muffler]

@FinzfirmPC Hi, did you get a resolution to this? We migrated to Zoom in Sept and have had few problems - but now this has now started happening intermittently.

It's not affecting all users so far, and all users are using Poly VVX601 - it only appears to affect transferring external calls internally. We're going to try using app only for calls to rule out hardware issues for a week or so, but it needs resolving one way or the other. 

It started around mid December so wonder if it's a firmware issue in our case?

[FinzfirmPC]

Yes, our issue was resolved by applying a provisioning template to our 2 Poly CCX 600 phones in the office.

This was the procedure from Zoom:

Please create a provisioning template with the following

content.bfcp.enabled="0"

And Apply that template to the CCX600.

Make sure that the quotes around "0" are ascii quotes and not unicode quotes…it’s a common mistake if cut and paste is used.

Zoom Admin -> Phone System Management -> Company Info -> Account Settings Click add..create something like this

In Phones and Devices in specific device config “bind” the template

​

​Make sure the quotes are ascii quotes and not unicode quotes (unicode quotes are slanted like this) “

After applying this template, we haven’t had any issues with fast busy signals when transferring outside incoming calls with a warm or consultation transfer anymore.

Paul

[FinzfirmPC]

Yes, our issue was resolved by applying a provisioning template to our 2 Poly CCX 600 phones in the office.

This was the procedure from Zoom:

Please create a provisioning template with the following

content.bfcp.enabled="0"

And Apply that template to the CCX600.

Make sure that the quotes around "0" are ascii quotes and not unicode quotes…it’s a common mistake if cut and paste is used.

In Phones and Devices in specific device config “bind” the template

​

​Make sure the quotes are ascii quotes and not unicode quotes (unicode quotes are slanted like this) “

After applying this template, we haven’t had any issues with fast busy signals when transferring outside incoming calls with a warm or consultation transfer anymore.

Paul

[FinzfirmPC]

This is in addition to my previous reply:

Click add..create something like this