Symptom
An update to 8x8 Agent Workspace made it simpler to transfer calls to non-agent contacts. However, when trying to transfer to a non-agent contact that is an 8x8 Work user on a different PBX, the call will fail.
Applies To
- 8x8 Agent Workspace
- Call Transfer
Resolution
There are 2 methods you can use to transfer a call to a non-agent contact on a different PBX, via the Contact Directory, or using the transfer window.
Transfer using the Contact Directory
- Click on the Contact Directory at the bottom left of the Agent Workspace panel.
- Find the contact you need to transfer to.
- Expand the contact details.
- Click on the users DID and initiate a 1:1 call.
- Once the call is established, complete the transfer.
Transfer using the Transfer Window
- Click on the transfer button.
- Find the contact you need to transfer to.
- Expand the contact details.
- Click on the users DID and initiate a 1:1 call.
- Once the call is established, complete the transfer.
Cause
The cause for the transfer failing is that the user is on a different PBX, and the default logic on using the new transfer method is to dial the users extension number. The system doesn’t automatically add in the cross-PBX dial code when transferring.