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Phone 7821 problem when answering calls

Aleix Romero
Level 1
Level 1

‎10-17-2016 12:37 AM - edited ‎03-18-2019 12:09 PM

Hello,

We are facing a rare issue.

Randomly, when a user has an active call in Line 1 and a second calls enter (in the same Line 1), when he tries to answer this second call by pressing the line button, this call is put in conference with the first active calls instead of putting the first one on hold and answering the new one.

We have CUCM v 9.1.2.12901-3 and I've tried to upgrade the phone to the latest firmware version (11.5.1) but the issue is still present.

We changed the phone too, but the same behaviour.

Anyone with the same problem? I'm unable to find a known bug with this behaviour.

Best Regards,

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Manish Gogna
Cisco Employee
Cisco Employee

‎10-17-2016 03:02 AM

Hi Aleix,

I am unable to see any bug with this behavior on this specific model of IP phone. Have you tried replacing this phone with some other phone model and see if the issue follows the phone ( 7821 ) or the switchport? You can enable detailed callmanager service traces and download them when the issue is encountered so that they can be analyzed for any signaling or related issues from cucm side.

Manish

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