Xfer problem

[Jeff]

Is anyone out there using Meridian switch? I am not sure what the problem is, but from time to time we have failed call transfers incidents on our site. We suspect that the cause may be the fact that the version of our TLibrary used with our phone software is old. Did anyone else encounter the same problem? Is it really a TLibrary problem or are we overlooking something?

[Victor]

Jeff, why don't you check the xferoption for your TServer. Make sure that it is set to 2step and not fast. I am pretty sure it will solve the problem. Vic

[James]

We are using Meridians. I think we have also encountered a similar problem. Can you explain it in a bit more detail? The problem we see is that an agent does a transfer init, which places the call on hold, the calling party disconnects, and then the agent cannot retrieve the call and ends up in the 'consult' status. It appears that the meridian is not reporting the disconnect, or Genesys isn't detecting the disconnect. Is this the problem?

[Victor]

James, the problem you are describing was fixed in the recent TServer release. It seems like this was a bug with the TServer where TServer would not notice a call being dropped while on hold and agent placed a consulting call. Release 5.1.5835 should fix that problem After receiving some logs from Jeff, I am definitely sure that the problem was the xferoption. He will be rebooting the system tomorrow with the new settings, so we will hopefully find out if this is the problem. Hope this helps, Vic