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limited softkey on cisco 7941 when connected on other lines than primary

Hello everyone,

 

I have a user who needs to take calls from her manager, to meet this request we added the manager's line as a second line on her device (a Cisco 7961). The issue that we meet is that the Transfer, Conference and Forward buttons only appears when a call is connected on the primary line. If the call is made through another line, those buttons do not appear on the device. This is irritating since the user cannot transfer important calls to her manager's cellphone.

 

We checked the softkey template and we also tried to reproduce this on a CIPC but the sofkeys appeared on the device. Which lead me to believe that the phone or firmware might be the issue here. We checked the firmware and the phone is running the latest version and uses SCCP to communicate to a CUCM running 10.5.2

 

Can anyone confirm if there is any limitation on the phone or the firmware?

 

Thank you,

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