Hold Softkey Disapears Intermittently

[dtom]

We just upgrade to CallManager 11.0.1 and are having some issues with the phone Softkeys.  When a end user picks up a call, the Hold key would sometime appear and sometimes not appear.  They would see the Softkeys that are displayed when they are not on an active call.  Also, there is not another call coming in.  This does not happen all of the time.  The handset is a Cisco 7962 running load SCCP42.904-2SR2-2S.

Has anyone seen this issue?

[Mohammed Khan]

Try updating your phone firmware to latest check if that resolves

Regards,

Mohammed Noor

[dtom]

The current firmware on the phone is SCCP42.9-2-2-SR2-2S (the most current).  We downgraded the firmware to SCCP42.9-2-1S.  After the downgrade, we did not experience the disappearing softkey issue. 

Anyone seen this or have any thoughts?

[Mohammed al Baqari]

The at symptoms and resolution its close to be bug behaviour. As harris recommended go ahead to open a tac and see what they come back with

[goelm3061]

It''s a bug with 9.4(2)SR2.2 firmware. Please see CSCva72381.

[Mohammed al Baqari]

Perform factory reset on your phone to download the latest firmware from CUCM 11. Before that you need to make sure that latest firmware is present in CUCM (check the firmware from device defaults and find it in TFTP Server Management under OS Admin). Your current firmware isn't the latest.

Also, check DB replication between cluster nodes after the upgrade.

[dtom]

Our current firmware is - SCCP42.9-4-2SR2-2S.  I believe this is the most current version.

We checked the DB replication and there are no issues. 

Any other thoughts here?

[HARIS_HUSSAIN]

Does it happen on all 7962 phone or only on one handset. Could be issue with the Phone Itself.

[dtom]

It happens on all 7962 phones.

[HARIS_HUSSAIN]

 Seems like a Bug with 7962 firmware and/or CUCM 11.0.1.

Recommend to open a TAC case as it seems a new bug.

You can keep on running the downgraded version.

Please rate or mark correct if applicable.

Thanks

Haris