I am having a challenge with the configuration of shared lines on Cisco 7962 phones. Environment is Cisco unified Communication Manager 7.1.3
Two Cisco 7962 phones with have the three DN configured,
Phone 1 Line 1= 1000, Line 2= 1001, Line3=1003 assigned to Manager
Phone 2 Line 1 = 1001, Line 2= 1000, Line 3 = 1004 assigned to Secretary
When an incoming calls comes to DN 1001 which the primary DN for the secretary, it is configured to flash on Phone 1 and ring on the primary.
The challenge however is when an incoming call rings at 1001 , if phone 1 lifts the receiver to make a call automatically the incoming call is answered.
Is there a way to prevent this from happening?
There is a setting that will mitigate this problem
Always Use Prime Line = **Set this to True for your scenario
I'm guessing that it is currently set @ False
After you configure the Always Use Prime Line setting in Cisco Unified Communications Manager Administration, when the phone is idle (off hook) and receives a call on any line, the primary line gets chosen for the call.
Tip To configure the Always Use Prime Line feature in previous releases of Cisco Unified Communications Manager, you configured the Always Use Prime Line service parameter for the Cisco CallManager service. In Cisco Unified Communications Manager 6.1(3), you can configure the Always Use Prime Line setting for devices and device profiles.
Cisco Unified Communications Manager Administration Configuration Tips
When you configure this feature, going off hook makes only the first line active, even when a call rings on another line on the phone; that is, the call does not get answered on that line. In this case, the phone user must choose the other line to answer the call.
For more configuration considerations, see Table 4.
The Always Use Prime Line setting displays in the following windows in Cisco Unified Communications Manager Administration.
System > Service Parameters (for Cisco CallManager service)
Device > Phone
Device > Common Phone Profile
Device > Device Settings > Default Device Profile
Device > Device Settings > Device Profile
Tip If you configure the Always Use Prime Line setting in the Service Parameter, Common Phone Profile, and in the Phone Configuration window, Cisco Unified Communications Manager uses the configuration from the Phone Configuration window.
Hope this helps!
There is a clusterwide parameter that will address this issue, but be aware that it will affect all phones. In CUCM admin, go to System > Service Parameters. Choose your CUCM and choose the Cisco Callmanager service. Find the service parameter called "Always Use Prime Line" and set this to true. The following is the description of this parameter.
"This parameter specifies whether the primary line on an IP phone will be selected, if available, when the user goes off-hook. If this parameter is set to True, when a phone goes off-hook, the primary line gets chosen and becomes the active line. Even if a call is ringing on the user's second line, going off-hook makes only the first line active; it does not answer the ringing call on the second line. In this case, the user must choose the second line to answer the call. If this parameter is set to False, the IP phone automatically chooses an available line as the active line."
Hope this helps.