Cannot transfer calls

When the call transfer function stops working, a network or hardware issue is usually the cause. It is important to determine if only one device or multiple devices are experiencing the issue. If only one device is affected, the issue is likely hardware related.

If experiencing call transfer failures on one single device:

  1. Check that the physical connections (e.g., cords, Ethernet cables, etc.) are correctly connected.
  2. Test the connections with another device. Replace any connections deemed defective.
  3. Plug the non-working device into a location where there is a working device.
  4. Try a working phone in the same area where there is a non-working device.

If experiencing call transfer failures on multiple devices:

  1. Verify the Internet connection is working correctly for all devices connected to the network.
  2. If there is more than one router on the network, check for Double NAT. For information on Double NAT troubleshooting, click here.
  3. Check the router for a setting called SIP ALG, which can affect VoIP traffic while not affecting computer traffic. For information on disabling SIP ALG, click here.
  4. Add Nextiva’s firewall access rules to the router. For information on adding firewall access rules, click here.
  5. Check for packet loss by running Nextiva’s Network Quality Test. Packet loss affecting Internet traffic can also affect VoIP traffic.0% packet loss is acceptable when troubleshooting VoIP issues.
  6. Call the local Internet Service Provider (ISP) to ensure that the network can handle VoIP traffic.
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