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Call Transfers to Mobile Phone Fail
Posted Aug 16, 2021
Hello,
I was advised to open up a support ticket after posting this under "Talk Q&A", let me know if this is not the right place.
Every time I get a call transferred to my T-Mobile phone by another agent my browser picks it up right away. It doesn't make sense because calls are set to ring to my mobile phone, not browser.
I have agent forwarding on. Is there a setting somewhere that needs to be enabled/disabled? Or is the agent not transferring the call the correct way?
Any insight would be appreciated.
Thanks
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2 comments
Dave Dyson
HI Zach, sorry about the runaround! You can either chat with one of our customer care agents, or create a ticket via the Submit a Request link in our Help Center (Option 1 or Option 2 here): Contacting Zendesk Customer Support
Be sure to have some ticket examples available where you've seen this behavior (i.e., when a call was transferred to your phone but your browser picked it up, those calls should result in a ticket in your system). Thanks!
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Audrey Beukenkamp
Hello Dave or ZD,
I was searching the community for reports of this issue and came across this thread.
We have experienced a similar issue. Call forwarding is enabled to route to the agents Verizon mobile iphone for incoming calls. The incoming call shows on their browser but does not ring to their mobile device NOR allows them to accept the call on the browser screen. The call then rolls to the next available agent and accrues a missed call in our data.
This same agent does not seem to have issue when calls are transferred to her; only for new incoming calls.
We have confirmed that Focus mode is not enabled. We have confirmed that the agent has access as an agent to Talk and all other agent profile settings correct. We have also cleared cookies, use Chrome, and reset regularly.
Is there another setting to enable/disable? In the least we want to report that our system's agents (multiple agents) experience this periodically.
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