[Freeswitch-users] Attended Transfer to Call Center Queue when agent answers at the same time the transfer is completed

[Shaun Stokes]

After more testing we've identified this was a device specific issue caused by a change we made in mod_sofa.c to update the display on attended transfer to Bria.


We had tried the existing methods of updating the display on attended transfer using SIP INFO and SIP UPDATE but these do not work with Bria, the INVITE was the only method we could get to work.


It would be great if someone could help fix this, we will raise a JIRA.


Thanks,

Shaun

________________________________
From: Shaun Stokes
Sent: 29 August 2018 08:37:03
To: FreeSWITCH Users Help
Subject: Attended Transfer to Call Center Queue when agent answers at the same time the transfer is completed


Hi All,


FreeSWITCH 1.6.20


When performing an Attended Transfer to a Call Center Queue if the agent answers at the same time the transfer is completed the call is dropped and both the agent and transferee are sent the SIP message Destination_Out_Of_Order. The call disappears from active calls\sessions but still exists as a member in the Call Center Queue, the only way to clear this call is to either manually delete the call from the queue members table in the backend FS database, reload the Call Center module or restart FreeSWITCH.


It's very difficult to time correctly, even when attempting to answer and transfer the call at the same time this only occurs in roughly every 1 in 20 calls. However, in call centre environments where calls may be regularly transferred into queues this occurs frequently. Training agents to use the appropriate transfer method is one approach but is not fix.


Is this a known problem?


Yet to test this on FreeSWITCH 1.8 and master.


Thanks,

Shaun


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