Durring an in or outbound call placed to/from a polycom handset, if the user attempts a warm transfer the call with transfer initially, but be dropped after 10-15 seconds (A warm transfer is any transfer in which after dialing the transfer destination you wait for that party to begin ringing and/or answer before hitting transfer again).
All Polycom models supported by Phonebooth
Current Work Around
At this time we recomend simply performing a cold transfer at all times. To perform a cold transfer follow these steps after a call is connected in which you need to transfer it.
- Press Transfer
- Dial the destination number or extension
- Immediately press transfer again
Note: Certain handsets will not let you hit transfer again until the destination rings. In this case, instead of dialing the number after hitting transfer initially, you should be presented a soft button that says "Blind". In that case, press the "Blind" button before performing step 2.
So long as you complete step 3 prior to the transfer destination beginning to ring the call will remain connected after the completed transfer. If you still experience issues with dropped calls preforming a cold transfer as described above, please reach out to support using our normal support channels as your issue is not covered under this scope.
As a note, the provided work around does prevent you from informing the destination of the transfer before you preform it. If you are in a situation that you must speak to the other party before you transfer the call, this requires a few more steps on your part, but is still possible.
- Place the initial caller on hold, advise them you will be transferring them
- Open a 2nd line on your handset and dial the destination extension you wish to reach, let them answer and advise them of the pending transfer
- After you speak with that party, release the 2nd call, resume the first call and immediatly follow the 3 steps above.
The customer's experience will be identical as they will simply hear hold music the whole time as they would have normally during a warm transfer.