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Community Member

7914 On Hold Light Problem

I have a receptionist with multiple shared lines on her 7914 that is attached to a 7960g. We are using CCM 4.1.3. Below is the documentation info for the lights on the 7914.

Off-dark Line available

Green-steady Line in use by you

Red-steady Line in use by someone else

Amber-flashing Line ringing

Green-flashing You have the call on hold

Red-flashing Someone else has the call on hold

The last one (Red, flashing Someone else has the call on hold

) does not work. I have not found any information stating you have to configure a setting on the CM to make it work. Instead of it flashing red when the person that the line is tied to puts it on hold the receptionist's 7914 light flashes green as if she had put it on hold. This is causing her to pick up the line sometimes because she thinks she may have put it on hold. On her 7914 the lines only appear they do not ring.

Any help would be great. Thanks

6 REPLIES
Bronze

Re: 7914 On Hold Light Problem

Check the device load for the 7960. We had a similar issue with shared lines on base 4.1(3) which uses 7960 load P00307000200 and 7914 load S00104000100.

We resolved it by applying 4.1(3)sr3b which provided 7960 load P00307020400 (no change to the 7914).

We were using attendant console in addition to the 7960/14 as well. Not sure if you're doing the same, but version 1.4.1.11 seems to work well with sr3b's device loads.

HTH

Tom

Community Member

Re: 7914 On Hold Light Problem

Thanks for the response. I guess I should have given more detail. We are running 4.1(3)sr3b.

Hall of Fame Super Red

Re: 7914 On Hold Light Problem

Hi Aaron,

I think that Tom is onto something here. Did you check the device defaults to see what firmware the 7960's are running. There were a number of lamp related bugs (7960 with 7914) fixed by P00307020400.

The other thing that you might try is turning on the Privacy feature for these shared lines. I think this would prevent the inadvertant picking up of shared lines (by the receptionist) that have already been answered by the prime user.

Hope this helps!

Rob

Please remember to rate helpful posts.......

Bronze

Re: 7914 On Hold Light Problem

Rob:

Completely forgot about the privacy feature. After looking at your post I turned it on and it does prevent shared line users from picking up the call or using Barge/cBarge.

Thanks-

Tom

Community Member

Re: 7914 On Hold Light Problem

You are both right about the privacy but that is not an option in this case. The recept. with the 7914 still needs to pick up the call sometimes if the other person puts it on hold due to the nature of the facility.

I will double check the firmware because you are both right about the bugs with lights on the 7914 being fixed with P00307020400. So it looks as if you 2 have sent me in the right direction.

Thanks

Community Member

Re: 7914 On Hold Light Problem

OK. I rechecked the loads and we are running the P00307020400 on the 7960's and S00104000100 on the 7914.

Any other ideas?

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