Blind Transfer Not Working Properly

[rschieren]

I'm seeing many issues about Blind Transfer not transferring and hanging up. I'm finding another problem. I've spent too many hours testing and trying to fix.

 

I am using the IVM v4.01 as a PBX. Calls come in via a SIP connection and are routed back out through the same SIP connection, which allows 2 simultaneous calls. What is suppose to happen is IVM calls the number to transfer the call to, connects the calls then leaves the communications and go back to idle. What actually happens is IVM calls the number to be transferred to, plays a Ringing.wav file then connects the calls once the phone has been picked up (so at this point as long as the call has been picked up, IVM will hang up and the 2 lines are now communicating) but if the call is not picked up by a person or picked up by voicemail, IVM plays the Ringing.wav file for 26 seconds then will hang up abruptly on both lines and the call is ended and the transfer is diconeected as well.

 

The log is:

 

14:22:32 Command - Transfer

14:22:32 Voip Blind Transfer To: 14168553840

14:22:32 Play system prompt: Ringing

14:22:32 Transferring sip call to: 14168553840

14:22:53 Play system prompt: Ringing

14:22:58 Error call attempt timed-out.

14:22:58 The server is not replying.

14:22:58 Call has disconnected

14:22:58 Call disconnected

 

I've checked every setting possible including leaving all fields blank in the Call Transfer Settings (it still transfers as long as someone engages the called number). I've tried Answer Detect Transfer, Simulate 3 party conference call, etc.

[pythonpoole]

Try using answer detect using these settings:

Ringing Silence Detect Time: 4100

Voice Silence Detect Time: 1000

Ringing Or Busy Timeout: 50

Answer Detect Or Fail Timeout: 50

Assume answer machine if voice longer than: 30

 

This should force IVM to treat Answering Machines / Voice Mail Greetings as calls that are actually picked up by a person

It should also increase the time out cut-offs to prevent IVM from prematurely aborting the transfer (due to no answer)

[rschieren]

Thanks for the reply. I did exactly as you suggested and nothing changed. I enabled Answer Detect in the OGM, changed the settings, also tried it with Blind Transfer again and unfortunatley it still remains a problem. By the way I have no modem hardware (if this means anything).

 

This is the log and as you can see nothing has changed. The time out due to no answer is still 26 sec.

 

09:03:50 Incoming SIP call

09:03:52 6477246978 9057488141 [Answered]

09:03:52 Answering call...

09:03:52 Answered line [1 "6477246978"] call number [300] cid [9057488141] did[6477246978] drn[0 (0ms)]

09:03:52 Play file: C:\Documents and Settings\All Users\Application Data\NCH Swift Sound\IVM\OGMs\Freedomcast test call.wav

09:03:52 Command - Transfer

09:03:52 Voip Blind Transfer To: 19059768141

09:03:52 Play system prompt: Ringing

09:03:52 Transferring sip call to: 19059768141

09:04:13 Play system prompt: Ringing

09:04:18 Error call attempt timed-out.

09:04:18 The server is not replying.

09:04:18 Call has disconnected

09:04:18 Call disconnected

 

Any further suggestions would be much appreciated.

 

Rob

[pythonpoole]

Sorry I didn't realize you were working with VoIP. You're right, the settings I gave wouldn't have changed anything. Rather than trying to detect sound levels and tones (as with analog/modem set-ups) VoIP transfers are done by sending information to & from the VoIP server using the SIP protocol.

 

You should note that not all VoIP services support call transfers with IVM (even if they provide 2 concurrent channels). I believe Callcentric is one where a bug in their system (according to NCH) prevents transfers from NCH software.

[rschieren]

The strange thing is that the call transfer is made and if I pickup the line that IVM transferred the call to, IVM connects the parties and goes back to idle. The issue is if I don't pick up the call in 25 -26 seconds IVM drops both calls, ending the call. It looks to me that IVM is set to time out after 26 seconds and I need to extend this time or ideally do a true blind transfer. In other words IVM will assume once the number is dialed that the callers are now connected and it leaves the 2 lines connected and leaves the call. Is there a way to do this? This at one time worked...unfortunately I can't recall if it was this version or another.

 

Any suggestions would be greatly appreciated.