Issue when shared line is on Hold by remote device.

[Jeremy Pringle]

I have received a complaint from a user about an issue that I have never come across before.

Here is the scenario:

User A has a personal DN on line 1 and a shared DN line appearance on line 2 for the offices main number.

Likewise, User B has a personal DN on line 1 and the same shared DN line appearance on line 2 for the office main number.

The problem occurs when a call comes in on the main number (shared DN on Line 2) and User A answers the call and then puts the call on hold.  Now User B wants to use the CFwdAll softkey to forward their phone somewhere.  But User B doesn't see the CFwdAll softkey because their phone is not in the On Hook call state, it is in the On Hold call state because User A put line 2 on hold.  User B assumes they can't Call Forward their phone until User A resumes the call on Line 2.  In reality, User B can press their Line 1 button and then select the CFwdAll softkey (in my case after hitting 'more') but the average user doesn't know this.

So my question is: Is there a way to prevent the remote phones with a shared line from giving focus to the line that is on hold, when they are on hook?  It would be fine if the remote phones just saw the line button flashing red indicating that line is on hold but leaving the phone in the On hook state?

Thanks in advance!

[giftonabel]

Hi,

You can achieve this by changing the parameter "Always Use Prime Line" to TRUE  (by default is False) under Service parameter in CUCM.

Note from CUCM Help page:

"....when a phone goes off-hook, the primary line gets chosen and becomes the active  line. Even if a call is ringing on the user's second line, going off-hook makes  only the first line active; it does not answer the ringing call on the second  line. In this case, the user must choose the second line to answer the call. If  this parameter is set to False, the IP phone automatically chooses an available  line as the active line."

HTH,

Gifton Abel.

[Rob Huffman]

Hi there,

In addition to the tips from Gifton (+5) I would try

this config;

Privacy on Hold

With the privacy on hold feature, administrators can enable or disable  the capability of users with phones that share the same line (DN) to  view call status and retrieve calls on hold.

Administrators enable or disable privacy on hold for all phones in the  cluster. To enable privacy on hold, the administrator must also enable  the privacy feature for the phone or for all phones. Privacy on hold  activates automatically on all private calls when privacy on hold is  enabled.

By default, the system disables privacy on hold for all phones in the  cluster. To enable all phones with privacy on hold, set the clusterwide  Privacy service parameter to True, set the clusterwide Enforce Privacy  Setting on Held Calls service parameter to True, and leave the phone  privacy setting to default.

To configure certain phones with access to privacy on hold,  administrators set the Enforce Privacy Setting on Held Calls service  parameter to True and set the Privacy setting for the phone to True:

•Set the Enforce Privacy Setting on Held Calls service parameter to True.

•Set a Privacy service parameter.

•Set the phone privacy setting to On.

•Add Privacy button to phone button template.

•Add the phone button template that has Privacy button to each device.

To activate privacy on hold, users press the Hold softkey while on a  private call. To return to the call, users press the Resume softkey. The  phone that put the call on hold displays the status indicator for a  held call; shared lines display the status indicators for a private and  held call.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/7_0_1/ccmfeat/fsbarge.html#wp1062608

Cheers!

Rob

"Clocks go slow in a place of work
Minutes drag and the hours jerk" 

-The Clash