Cannot Transfer calls to a VOIP line

I just discovered an issue. I’ve tested and the Transfer Call custom tool works fine to land lines, cell phones, but not to a business VOIP line.

Here’s the background:

Our client has an Assistable agent that books appointments, etc. If a caller is upset or specifically requests to speak with a human we’re calling a transfer call customer tool to redirect to their front desk. After testing against half a dozen numbers - different types (landline, cell, and VOIP), carriers, times, DND mode settings of the receiving line, and answering/voicemail set or not - the only time it’s failing is when the call attempts to direct to a VOIP line.

@Jorden Williams

@Mike Copeland

is this a known issue and is there a workaround?

12 comments