call drops for certain caller every time I transfer

[Tumbleweed022]

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?

[vzw_customer_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

[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. 

[SynthpopAddict · Accepted solution]

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.