7914 + Shared Line + Call Hold Problems

[m]

Customer has a switchboard phone 7961 + 2 7914 extension modules. On one of the 7914 are shared lines for al

for all the other staffs in the office.

The problem is the Reception phone displays any calls put on hold by ohter staffs on other lines . and sometimes when the Reception staff pick up the phone to make a call as they are inadvertently connecting with a caller that someone has put on hold -

Any ideas?

Thanks

[Rob Huffman]

Hi Cheng,

You can't get rid of the Display information but you can use the setting on the phone configuration page (for receptionist) called "Always use Prime Line" this way when the recetionist picks up the handset it will always use Line 1 and not inadvertantly pick up one of the calls on Hold.

Hope this helps!

Rob

[m]

Thanks Rob, is it a global parameter or a phone-based parameter?

[Rob Huffman]

Hi Cheng,

Set the Always Use Prime Line parameter to True in Cisco CallManager. Because this parameter is clusterwide, any change affects all the phones. There is no interruption to the call handling and no need to restart any service or reboot the Cisco CallManager server.

In order to change this parameter, log in to the Cisco CallManager Administration page and perform these steps:

From the Service menu, choose Service Parameters.

Choose Publisher CallManager Server > Cisco CallManager service.

Under the Clusterwide Parameters (Device - Phone) section, scroll down to the Always Use Prime Line parameter, choose True for this parameter, and click Update.

Note: The default value for the Always Use Prime Line parameter is False. If the flag is set to True, when the phone goes off-hook or the speaker button is pressed, then the primary line is chosen and becomes the active line. If a call comes in on the second line of a user, going off-hook makes only the first line active. In this case, the user must select the second line in order to answer the call. If the flag is set to False, the phone automatically chooses a line as the active line based on the line status.

From this doc;

http://www.cisco.com/en/US/products/hw/phones/ps379/products_qanda_item09186a00800a6763.shtml#q39

Hope this helps!

Rob