call drops for certain caller every time I transfer

I use Verizon at work. Every single time a certain client phones in the call hangs up when I got to transfer her. I reset my phone and it still did this. She is getting quite upset and it makes the company and me look bad. Any idea why this may happen or what I could do to resolve the issue?

Accepted answers

SynthpopAddict

Considering it is only one client who is getting hung up on any time a call transfer is attempted, I'd say it is something with the client's service and not the business owner's line. It's been a very long time since I've heard any CS rep asking me for a callback number "in case we get disconnected" - but I'm going to guess this sort of thing used to happen more often for them to ask me such a question in days gone by. My suggestion would be to keep a phone number list handy so if this client needs another department's assistance, you can give her the direct number to call and avoid the hanging up problem.

All comments

Verizon_Support

Hello, Tumbleweed022. Help is here as the last thing we want to see is your company looking bad. Please tell us more. Which provider does the client have? Is it a landline or a cellular provider? Any available software updates on the Verizon device? Which device are you using when this happens?

-Natasha

SynthpopAddict

Tumbleweed022

We have not had any updates recently. We use Yealink. It is happening more often now. At least once a day I try to put someone on hold or transfer them and the call drops. They call back and the same thing happens again.