Hi George,
This type of behavior with the 7900 series phones was actually considered a bug up until the 8-5-x firmware release. I don't know if the workaround/fix is available for an older model like the 7970's but does work for 79x2 and 79x5 models;
CSCsr65970 - Feature to turn on/off audio played to handset while on headset
Description
Symptom:
If you listen closely, the phone will play the audio to headset and handset simultaneously
at all times.
Conditions:
It happens on all 79XX phones until firmware 8.3(5)
Workaround:
This is a product specific configuration now available under CCMAdmin > Device > Phone for 79X2 and 79X5 phones.
Handset/Headset Monitor:
When handset/headset monitoring is enabled, a supervisor can pick up the inactive handset/headset and hear the call in progress. For example, if an agent is on a call on the headset, a supervisor can hear the other party on the handset. Only the microphone on the active handset/headset is in use. For example, if an agent is active on the headset, then the headset microphone is active and the handset microphone is disabled.
Details
Last Modified:
Nov 09,2012
Product:
Cisco Unified IP Phone 7900 Series
Severity:
6 - enhancement
Cheers!
Rob
