[cisco-voip] Transferring calls to a phone that is call forwarded

[Bantz John F]

Hello group,

We are having a problem when attempting to transfer calls to a phone that is call forwarded.  Here is some more detail.

We have a location that is a part of our main cluster, everyone has Cisco phones on their desks.  We have a small subset of the users at this location that are also call center agents.  For this we give them extensions off of an Avaya switch in another location and have them use IP Agent (Avaya's call center softphone) to get ACD calls.  We also connect the Cisco cluster and the Avaya system with an H.323 trunk and have the applicable programming on each side so we can 4 or 5 digit dial between sites.

Some of our call center agents call forward their Cisco extension to their Avaya number for several reasons - call recording & so they only have one telephony device to manage (the softphone).  When these agents get direct calls to their Cisco phones, the calls forward fine to their Avaya softphone & they are able to call Cisco phones from their Avaya softphone fine.  We don't have any problem calling between sites by dialing extension numbers.

The problem that we are having is that if an agent has their Cisco phone forwarded to their Avaya extension, and someone tries to transfer a call from one Cisco phone( phone A ) to another ( phone B )that is forwarded, the call fails.  If we un forward phone B, then we are able to transfer calls just fine.

Does anyone know where we should look to enable call forwarding to a device that is call forwarded?  There must be a setting in CM somewhere that is preventing this.

Any help would be appreciated!

Thanks
John Bantz


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