How to Resolve Issues with Call Transfers going to the wrong line

Symptom

When attempting to transfer calls to a specific user, such as a staff member, the call returns to an unexpected phone line instead

Cause

This issue can occur if the targeted user has their default number set incorrectly, or has features such as call forwarding enabled which interfere with the transfer process. Specifically:

• The user's default number may be set to the main reception line, affecting the transfer of inbound calls.
• Call forwarding might be incorrectly configured, causing calls to return to the original line or drop.
• The target user might be logged into multiple devices, which can also cause issues with call transfers.

Solution

Follow these steps to resolve the transfer issues:

1. Ensure that the user's default number setting is correct. Administrators can adjust these settings via the Aircall Dashboard.
2. Disable call forwarding for the targeted user. This can be done from the Aircall Dashboard by navigating to the user's profile and turning off the call forwarding feature.
3. Log out the user from all devices and have them log back in to a single device to ensure consistent call handling.
4. If a specific user is to receive transfers regularly, ensure that they have a dedicated Aircall number. This will prevent calls from bouncing back if the user does not answer.
5. Check the network and application status to ensure no underlying connectivity issues are causing disruptions in the transfer process.
6. If the issue persists, consider reaching out to Aircall Support for further assistance and configuration checks.

Additional Information

For more details on transferring calls in Aircall, refer to the following articles:

• Why are calls returning to me after I have transferred them?
• Why is an agent not showing up as an option to transfer to?
• Transferring Calls