Use line 2 automatically when pressing Messages Button

Unanswered Question
Oct 8th, 2007

I have users with two lines on their phones. Line 1 is an agent line with no VM, and line 2 is their DID line. I am trying to find a way to have Line 2 selected whenever the messages button on the phone is pressed.

I have found the following service parameter: Always Use Prime Line for Voice Message. If this is true, it will always choose line 1 (which I don't want). If this is false, (which it is), the description says that it will choose a line that has a voicemail.

I have some users reporting that when they press the messages button, it doesn't do anything (because I disabled it for line 1). Other users report that when they press the messages button, it automatically selects line 2 and works as expected, going to Unity. My guess is that those users have voicemail (MWI?) on line 2 of their phone, so it chooses that line for them.

It always works if they select line 2 first, then press the messages button (which is how they were trained to do it).

Is there a way to have it always select line 2 when pressing the messages button?

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Overall Rating: 4 (2 ratings)
jleon22 Mon, 10/08/2007 - 10:49

Would putting the DID line as their first line and move the agent line to the secondary work for you?

lhillu Mon, 10/08/2007 - 10:57

It would, but the customer does not want to do that. The people using their phones are agents in a call center, and the customer wants the agent to be able to use CAD or the phone without having to bother to choose line 2 if they use the phone for business calls.

The customer was given the pro's and con's of having the DID as line 2 (and I had this listed as a con), and accepted it at the time of the design phase.

Rajesh Revuru Mon, 10/08/2007 - 10:59

I think i have the similar situation, and i was advised, this is coming in CM 6.0 version.

I am interested in seeing more posts on this

Rob Huffman Mon, 10/08/2007 - 15:22

Hi Loren,

What you have discovered is the expected behaviour for "Always Use Prime Line for Voice Message". This feature will only select Line 2 or others if there is an actual Voicemail Message waiting (with flashing VM Icon) on the secondary lines. There is no way around this restriction other than re-arranging the Line configuration on the phone :(

Hope this helps!


lhillu Tue, 10/09/2007 - 05:19


Thanks for your response. That's what I had suspected based on testing and the description of the service parameter, but was hoping I was missing something. so be it.


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