TIPS Odd Aastra Transfer

[Stewart]

I have a client with Aastra 57i phones running the 2.6 firmware. Their receptionist keeps bridging Line 1 and Line 2. I can't think of any way that could happen unless they are on a Line, press xfer, and press the other Line. They swear they have Line 1 on hold, are talking on Line 2, press the xfer key, and it just connects Line 1 and Line 2. Any ideas? Just doesn't seem to make sense to me.

 

[rossiv]

Is she accidentally pushing Conference instead of transfer?

 

[randy7376]

Stewart

I know this is very remote, but it looks like it's possible to set a button for a type of Speeddial/Conf and have it labelled Transfer. It's a stretch, but it could be a possibility... rossiv - sure sounds like it's going into conference mode instead of transfer.

 

[Stewart]

It's definitely transferring as it takes the extension out of the call entirely and just bridges Line1 and Line2. We aren't using any of the softkeys for transferring. It's the xfer button that shows up in the bottom of the screen that's build into the firmware. Both good guesses, though.

 

[randy7376]

Stewart

Like I said, what I suggested was probably a big stretch...

What specific firmware version are the endpoints on? I know you mentioned 2.6 above - there were a few releases in the 2.6 line, however.

We're on 2.6.0.2019 and I haven't had anyone report anything like you're describing. I know we use the xfer button pretty frequently, too.

 

[Stewart]

That's the same one we are using. Of all of our customers, this is the only user complaining about it. Makes no sense to me so that's why I'm throwing it out there.

 

[randy7376]

Other than checking the Asterisk log - which I'm sure you've already done - has the receptionist's endpoint been swapped out just in case there's a malfunction with that unit?

Beyond that, I'm out of ideas. All I can say is I wish you luck and to please let us know if you get this resolved. It's a strange one, for sure.

 

[Jeff Schade]

That's the same one we are using. Of all of our customers, this is the only user complaining about it. Makes no sense to me so that's why I'm throwing it out there.

In my experience, if it's "only one user complaining" then it is quite possible that wonderful thing called "user error." Granted, that's not true 100% of the time, but I'd say it is true more often than not.

It would be helpful to post a log when it happens to try to pinpoint the problem.

(For what it's worth, I just tried to replicate that on my 55i and I couldn't...)

 

[Stewart]

I can now confirm the problem and replicate it on my own phone repeatedly and on a third system.
-Call comes in on Line 1.
-Answer call on Line 1.
-Call comes in on Line 2.
-Place Line 1 on hold.
-Answer call on Line 2.
-While on with Line 2, press xfer.
-Press goodbye to cancel the transfer and leave both Line 1 and Line 2 on hold.
-Pick up Line 1.
-Press xfer to Transfer Line 1.
---Lines 1 and 2 are then bridged. It seems as if when pressing Goodbye it doesn't actually cancel the transfer. Thus, when pressing xfer on the second Line it sees it as the completion of the transfer. Can someone else confirm? These are Aastra 57is. I've tested with FW 2.6.0.2019. It appears to work fine with FW 3.3.1.2217 but again, these new 3.x firmware break my custom scripts. Argh!!!