Problem with soft key features Hold and Transfer disappearing while on call

[daleshew517]

Hello,

We are currently on Call Manager version 8.6 and in the process of migrating to 11.5 that is on new servers.  We have recently noticed that when you are on an active call on the CP-7965 and 7961 phones, (I'm sure there are others too), and you accidently press the lit line key that you are using, the Hold and Transfer features disappear.  On certain 7965 soft key template settings, you can press the "New Call" soft key that appears then the "End Call" key and pick your held call back up and the features come back.  Is there a way to stop the soft key features from changing altogether when an active line button is pressed?  This happens on both Call Manager versions.  Thanks   

[Dennis Mink]

You will need to go into your softkey template configurations, and go to the hold state (or whatever state the line is in, when you press the button accidentally) and make that template the same as the connected one.

[daleshew517]

Thanks for your reply Dennis.  After checking the features in both the connected and on hook states in the soft key template that I am using, I've figured out that accidently pressing a connected line key changes the phone from connected to on-hook state even though the call stays active which pretty much traps the user with the call until they disconnect.  Unfortunately, Hold and Transfer are not offered in the on hook state selections.  Do you know if there a setting somewhere that disables this so that pressing a connected line key doesn't change the status of an active call?  Thanks again for your help.