Hold and Forward Button Missing

[leopoldoruelas]

When i receive a call on my 7962, internally or externally, and i put that caller on hold to switch to another line and put that caller on hold, i am unable to resume the first line and the second line. The resume, hold and transfer button go missing at that point for those lines.

Not sure why this is happening. My Cisco 7962 has the latest firmware version, 9.4(2)SR2. Can someone help please, my staff cannot answer another call because they'll never be able to get the first caller on the first line back as well as the second line if they put that one on hold.

The only options at the bottom at that point are Redial, New Call, and CFwdALL.

[Brian Meade · Accepted solution]

Do the softkeys go away as soon as you put the call on hold or not until after you switch lines?

[leopoldoruelas]

The keys go away after we switch lines.

On line 1, before we switch lines we have the Hold, EndCall, Transfer buttons.

After we switch to line 2 and go back to line 1 all that is present is Redial, New Call, CFwdALL.

[Brian Meade]

Do you have Always Use Prime Line enabled?  If so, you're probably hitting this bug- https://bst.cloudapps.cisco.com/bugsearch/bug/CSCva72381

[leopoldoruelas]

No its disabled. I enabled it and tested to see what would happen, still the same issue. Disabled it again.

I was hoping that would be it.

[leopoldoruelas]

Resolved the issue. Cisco sent me a beta version of a new firmware. Solved the issue immediately when phones were updated with it.

[tnguyen8@tmhs.org]

What software version did they send you? We are having a similar issue with 7965. They sent us SCCP45.9-4-2SK  and it didn't help. thanks!