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Community Member

shared line not answer when off hook

Hi

I have a number of phones that have a number of shared lines.

What the user wants is to be able to choose whether to answer the call or not when an incoming call arrives on a shared line.

ie the shared line rings, but the user wishes lift the handset and make an outbound call, rather than automatically answering the shared line call.

Is it possible to have a shared line appear on a phone, but the user has to press the line button for the shared line in order to answer the call

ccm 4.1.3a

Thanks

-Paul

1 ACCEPTED SOLUTION

Accepted Solutions
Hall of Fame Super Red

Re: shared line not answer when off hook

Hi Paul,

There is a setting in CCM that dictates this behaviour called Always use Prime Line;

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

6 REPLIES
Hall of Fame Super Red

Re: shared line not answer when off hook

Hi Paul,

There is a setting in CCM that dictates this behaviour called Always use Prime Line;

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

Community Member

Re: shared line not answer when off hook

Amazing, I would have never thought that could be changed!

Hall of Fame Super Red

Re: shared line not answer when off hook

Hi Ohamien,

This is a setting that in some future CCM Release will be able to be set on a Device by Device basis instead of System wide. Then this feature will really be funtional. But for now this is as good as it gets :)

Take care and Thanks for your very kind words and rating!

Rob

Community Member

Re: shared line not answer when off hook

Again, that is amazing. Where do you get this information, who is your source? =)

Community Member

Re: shared line not answer when off hook

That is a good way to ensure users always pick up their prime line instead of answering the call. The other work around if you don't want to make that the default for everyone is to have users press the button beside their prime line to get that extension for their outgoing call.

We have a lot of users setup as you have because they wanted the ability to see if someone was on another persons phone. I quickly found out that if the user presses the messages button on their phone but do not have a new message waiting but one of the shared lines does have, that the messages button will pick up the shared line with the waiting message. My users were doing that and then would inevidably use the wrong password ove rand ove runtil they locked someone elses Unity account.

Hall of Fame Super Red

Re: shared line not answer when off hook

Hi Gene,

Have you ever tried this setting?

I think you would need to change the following so that the Message Button is only associated with the Prime Line;

Service Parameters Configuration

Clusterwide Parameters (Device - Phone)

Always Use Prime Line for Voice Message - **Change from False to True**

Hope this helps!

Rob

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