7941 Soft key's not changing from on hook to off hook keys

[jjohnson1980]

We are having a sporadic problem with softkeys on one phone (7941). Periodically the soft keys dont change when on a call, which means the user does not have access to the hold, transfer, conf buttons. Instead the softkeys remain as they should when the phone is on-hook (redial, call forward, pickup, etc.) This does not happen with every call.

The issue was reported quite a while ago before significant changes were made to environment. Since then we have replaced the phone, her phones firmware, the router at that location, upgraded the router IOS at that location, the router IOS at the HQ, and both CallManagers have been fully upgraded and replaced with newer servers. There isn't anything else to physically replace and I don't see anything wrong with her configuration. Help..

[Joseph Martini · Accepted solution]

How does the user answer calls?  The reason I ask this is I've seen this when users answer calls be pressing the line button instead of the softkey or going offhook (headset, handset, speaker).  If the user accidentally presses the line button twice the call display will change and you'll see the onhook softkey set, press the line button again and you'll see hold, transfer, etc.

[jjohnson1980]

This was exactly the problem. Thanks for the fix!

[Joseph Martini]

You're welcome.  Also don't forget to mark the question as answered for others to easily find.

[jjohnson1980]

Thanks for the reply. I am going to check on this and get back.