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CUCM 6.1 shared line on hold issue with 7911

We have a customer with numerous shared lines.  A shared number will only be between 2 phones.  When the user puts the call on hold the other user can pick up the call only by picking up the handset pressing the up arrow (7911 phones) and then the hold button.  Other phones on other sites can just pickup the handset and the hold button.  Phones appear to be identical in setup etc.

Any thoughts thanks

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