Attended call transfer and BLF keys

Sangoma Hardware Phones
1

Hi,

I don’t know if our staff are trying to do something that isn’t supported, or if we’re just doing it wrong, but say you’re in an active call between two people. You then want to transfer that call to someone you have a BLF key for, so you press transfer then the BLF key.

When doing that it transfers the call straight through and shows the extension number of the user who is being transferred, however i want the person transferring the call to be able to speak to the person receiving the transfer before they’re put through. That way when the person who is being transferred to isn’t there, they can pick the call back up and take a message for example.

I’ve got “Transfer mode via DSS key” set to attended transfer. However it acts like a blind transfer. Am i doing something wrong, or is this a bug perhaps? (I’ve tried this with transfer mode set to new call and blind transfer and i get the same thing every time)

This is on Sangoma S500 phones using the 1.23 (or 2.0.4.19) firmware.

EDIT:

Second problem, again related to BLF keys:
When an incoming call is coming to a phone and the BLF key is flashing red, i used to be able to press the key to intercept the call if for example the user whos phone was ringing isn’t at their desk. This function no longer appears to be working. What settings should i be looking at for this?
For this second issue if i set a key to direct pickup it works fine, however direct pickup using BLF key doesn’t. Pickup code is set to ** on the BLF key. I’ve also tried setting it to **### where ### is the extension number.

2

So now i understand why no one has responded to this, it’s not a bug, it’s due to the stupid way i’ve had to setup these phones to appease management…

Basically the “Dial Plan” in our phones has to be customised because the…what I’ll call CEO…refuses to have to press “send” on his phone to start a call.

So i’ve got this set:
{5xx|0[1235678]xxxxxxxxx|[123456789]xxxxx|*670[1235678]xxxxxxxxx|*67[123456789]xxxxx|00x+|9xx|1xx|6XX|*98xxx|*97}

That does everything we need, or so i thought, it seems that two major functions we use BLF keys for don’t work when it’s setup this way! Anyone have any ideas what i need to add to that to get BLF keys direct pickup to work? I’ve tried “**5xx” but that didn’t work. (all our numbers are 500’s)

EDIT: Just done further testing, it’s the same cause for the issue of attended transfer using the BLF keys.

3

On some phones, the “#” key needs to be pressed to mark a call as immediate. Try adding that to one of your hot keys and see if that helps.

4

Doesn’t seem to make a difference :’(

This is so frustrating. I wonder what the Sangoma phones actually do when a BLF key is pressed to do direct pickup? my understanding is that it does ** then the number, so **591 for example, which i can manually dial (now that i’ve added **xxx to my dial plan) and pickup the call fine, i can also set a key specifically to do direct pickup but with no BLF functionality and that works fine however the BLF key doesn’t work.

5

This is what’s happening on the phone log of the phone that i pressed the BLF key on in an attempt to do direct pickup:
[12-07 08:49:31 50:0f:36] >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
[12-07 08:49:49 50:0f:36] SIP: aid 0, cid 0, tid 4500, did 12, REQUEST: NOTIFY, Event: 43
[12-07 08:49:49 50:0f:36] SIP: aid 0, cid 0, tid 4501, did 10, REQUEST: NOTIFY, Event: 43
[12-07 08:49:50 50:0f:36] BSP: SetLineLedStatus line 4, error flag 0x2
[12-07 08:49:51 50:0f:36] Dial LINE_5
[12-07 08:49:51 50:0f:36] line Key 5 ==>
[12-07 08:49:51 50:0f:36] GUI: LCM_DSS_LINE_KEY
[12-07 08:49:51 50:0f:36] GUI:rcv line key 4
[12-07 08:49:51 50:0f:36] GUI:Send line key event:4
[12-07 08:49:51 50:0f:36] DSS_SOFT_LINE_KEY_EVENT Key 5 ==>
[12-07 08:49:51 50:0f:36] DSS_BLF
[12-07 08:49:51 50:0f:36] L2C: Aid 0 Dial Plan matching…, digits 5
[12-07 08:49:51 50:0f:36] L2C: Aid 0 Dial Plan matching…, digits 59
[12-07 08:49:51 50:0f:36] L2C: Dial Plan matched, old_digits 591, new_digits 591
[12-07 08:49:51 50:0f:36] L2DtmfPreMatchedPlanProc…
[12-07 08:49:51 50:0f:36] L2DtmfPreMatchedPlanProc, Call-Out Number Change to 591
[12-07 08:49:51 50:0f:36] CALL: State=0x60, Event=0x1070, Chn=0
[12-07 08:49:51 50:0f:36] XPhoneDtmfSpeedDialPro:5253###===>>>KeyNo=4,Chn=0,Number=591,Len=3
[12-07 08:49:51 50:0f:36] CallCtl: SendEvent2Lcm: aid 0, Line: 0, event 0x8d7
[12-07 08:49:51 50:0f:36] ReDialInfo: aid 0, line 0, Number 591
[12-07 08:49:51 50:0f:36] SIP: sdp_message_pro: Local IP is 172.18.67.81
[12-07 08:49:51 50:0f:36] SIP: SendInvite to 591, cid 50, wIP 0xac124351, port 12100, Interval 2, Codec 0, Audio 0
[12-07 08:49:51 50:0f:36] CALL: State=0x62, Event=0x201, Chn=0
[12-07 08:49:51 50:0f:36] SIP: aid 0, cid 50, tid 4502, did 0, REQUEST: INVITE, Event: 12
[12-07 08:49:51 50:0f:36] SIP: aid 0, cid 50, tid 4502, did 0, RESPONSE: 401 Unauthorized, 4xx received for Call!, Event: 12
[12-07 08:49:51 50:0f:36] SIP: find_authentication_info, aid 0, username: 583, realm: “asterisk”
[12-07 08:49:51 50:0f:36] SIP: find_auth_info, aid 0, username: 583, account match
[12-07 08:49:51 50:0f:36] SIP: aid 0, cid 50, tid 4503, did 0, REQUEST: INVITE, Event: 8
[12-07 08:49:51 50:0f:36] SIP: aid 0, cid 50, tid 4503, did 0, RESPONSE: 100 Trying, Call is being processed!, Event: 8
[12-07 08:49:51 50:0f:36] GUI: CALL_OUTGOING, Index:0
[12-07 08:49:51 50:0f:36] Ti3100:HANDFREE mode
[12-07 08:49:51 50:0f:36] BSP: OpenSpeaker SpkVolume 8 MicVolum 8
[12-07 08:49:51 50:0f:36] GUI: MSG_PAINT
[12-07 08:49:51 50:0f:36] SIP: aid 0, cid 50, tid 4503, did 0, REQUEST: INVITE, Event: 12
[12-07 08:49:51 50:0f:36] SIP: aid 0, cid 50, tid 4503, did 0, RESPONSE: 486 Busy Here, 4xx received for Call!, Event: 12
[12-07 08:49:51 50:0f:36] SIP: ActionUrlCall, can’t get call_dialog!!!
[12-07 08:49:51 50:0f:36] SIP: ActionUrlPro active_url sip:[email protected]:5060
[12-07 08:49:51 50:0f:36] SIP: Send CALL_FAILURE (486 Busy Here) to LCM
[12-07 08:49:51 50:0f:36] SIP: aid 0 recv 486, Busy Here
[12-07 08:49:51 50:0f:36] CALL: State=0x62, Event=0x306, Chn=0
[12-07 08:49:51 50:0f:36] XPhoneRelPro:20845######===>>>Line 0 LineState 0x62…
[12-07 08:49:51 50:0f:36] CALL:20858========Play Busy Tone and SET timer========

This is what i expect to happen:
[12-07 09:13:40 50:0f:36] BSP: SetLineLedStatus line 4, error flag 0x2
[12-07 09:13:40 50:0f:36] Dial LINE_5
[12-07 09:13:40 50:0f:36] line Key 5 ==>
[12-07 09:13:40 50:0f:36] GUI: LCM_DSS_LINE_KEY
[12-07 09:13:40 50:0f:36] GUI:rcv line key 4
[12-07 09:13:40 50:0f:36] GUI:Send line key event:4
[12-07 09:13:40 50:0f:36] DSS_SOFT_LINE_KEY_EVENT Key 5 ==>
[12-07 09:13:40 50:0f:36] DSS_BLF
[12-07 09:13:40 50:0f:36] L2C: Aid 0 Dial Plan matching…, digits 5
[12-07 09:13:40 50:0f:36] L2C: Aid 0 Dial Plan matching…, digits 59
[12-07 09:13:40 50:0f:36] L2C: Aid 0 Dial Plan matching…, digits 591
[12-07 09:13:40 50:0f:36] CALL: State=0x60, Event=0x1b2, Chn=0
[12-07 09:13:40 50:0f:36] CallCtl: SendEvent2Lcm: aid 0, Line: 0, event 0x8d7
[12-07 09:13:40 50:0f:36] ReDialInfo: aid 0, line 0, Number **591
[12-07 09:13:40 50:0f:36] SIP: sdp_message_pro: Local IP is 172.18.67.81
[12-07 09:13:40 50:0f:36] SIP: SendInvite to **591, cid 55, wIP 0xac124351, port 12100, Interval 2, Codec 0, Audio 0
[12-07 09:13:40 50:0f:36] CALL: State=0x62, Event=0x201, Chn=0
[12-07 09:13:40 50:0f:36] SIP: aid 0, cid 55, tid 4610, did 0, REQUEST: INVITE, Event: 12
[12-07 09:13:40 50:0f:36] SIP: aid 0, cid 55, tid 4610, did 0, RESPONSE: 401 Unauthorized, 4xx received for Call!, Event: 12
[12-07 09:13:40 50:0f:36] SIP: find_authentication_info, aid 0, username: 583, realm: “asterisk”
[12-07 09:13:40 50:0f:36] SIP: find_auth_info, aid 0, username: 583, account match
[12-07 09:13:40 50:0f:36] SIP: aid 0, cid 55, tid 4611, did 0, REQUEST: INVITE, Event: 8
[12-07 09:13:40 50:0f:36] SIP: aid 0, cid 55, tid 4611, did 0, RESPONSE: 100 Trying, Call is being processed!, Event: 8
[12-07 09:13:40 50:0f:36] GUI: CALL_OUTGOING, Index:0
[12-07 09:13:40 50:0f:36] Ti3100:HANDFREE mode
[12-07 09:13:40 50:0f:36] BSP: OpenSpeaker SpkVolume 8 MicVolum 8
[12-07 09:13:40 50:0f:36] SIP: aid 0, cid 0, tid 4612, did 11, REQUEST: NOTIFY, Event: 43
[12-07 09:13:40 50:0f:36] SIP: aid 0, cid 55, tid 4611, did 56, REQUEST: INVITE, Event: 10
[12-07 09:13:40 50:0f:36] SIP: aid 0, cid 55, tid 4611, did 56, RESPONSE: 200 OK, Remote phone has answered!, Event: 10

6

That should help. Getting someone like @tm1000 involved would help, but since this is a Sangoma phone, I’d actually recommend you start a ticket on the Issues page and see if you can get some “commercial” support. You’ve exhausted my pool of “generic” suggestions and I’ve never had a Sangoma phone to play with, so it sounds like it might be time to bring in the cavalry.

7

You get free support on phones. Open a ticket at ussupport.sangoma.com

8

Thanks Tony, I’ve made a ticket for both this and my audio drop issues. :slight_smile: