Shared Line - "Transferring Back" Issue

[D T]

Any suggestions / options?
In using Shared Lines, there seems to be an issue transferring calls (back) to the original number when it is answered by another extension number associated with it.

Scenario:
Phone Profile A is the Manager of Phone Profile B. Phone Profile B has the extension number of Phone Profile A as his Line [2] (Shared Line). When a call to the extension number of Phone Profile A comes in, it rings both profiles (Profile A on Line [1] and Profile B on Line [2]). Profile B will answer the call for Profile A on his Line [2]. Once Profile B is ready to transfer the call (back) to Profile A, the busy tone is heard as Profile A’s Line [1] is in use (by Profile B’s Line [2] ).

Currently, the work around being implemented for “transferring back” is by using Speed Dial BLF. However since Profile B is required to answer and transfer the call back, rather than just to see Availability of Profile A, both profiles should be on the same SUBSCRIBE CSS AND Call pickup group. Another limitation is the call will just Flash on Profile B and ends up having the Shared Line [2] for Ringing purposes AND answering and transfering the calls on his Line [3] as a Speed Dial BLF.

In addition, to support both features (Line [2] Shared Line and Line [3] Speed Dial BLF), a specific Phone button template needs to be assigned to Profile B. Imagine this as mulitple Users. The changes will not be straight forward and will involve more time.

Any suggestions / options for Manager – Assistant solutions to avoid the limitations of Shared Line and Speed Dial BLF?

[Rob Huffman · Accepted solution]

Hi Kristine,

You've discovered one of the main drawbacks to using shared lines

You may need to look into setting up IP Manager/Assistant (shared or proxy) which addresses the Manager-Assistant call answering and transferring relationship.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/8_6_1/ccmfeat/fsgd-861-cm/fsipmasl.html

If you wanted to something a little more simple you could use Call Forward All on the Manager phone to route incoming calls directly to the Assistant....then leverage the Call Forward Override capabilities to be able to transfer calls back when required.

Cisco Unified Communications Manager provides a service parameter (CFA Destination Override) that allows the administrator to override Call Forward All (CFA) when the target of the CFA calls the initiator of the CFA, so the CFA target can reach the initiator for important calls. In other words, when the user to whom calls are being forwarded (the target) calls the user whose calls are being forwarded (the initiator), the phone of the initiator rings instead of call forwarding back to the target. The override works whether the CFA target phone number is internal or external.

When the CFA Destination Override service parameter is set to False (the default value), no override occurs. Ensure the service parameter is set to True for CFA override to work. See Service Parameters Configuration in the Cisco Unified Communications Manager Administration Guide for information about configuring service parameters.

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Note CFA override only takes place if the CFA destination matches the calling party and the CFA Destination Override service parameter is set to True. If the service parameter is set to True and the calling party does not match the CFA destination, CFA override does not take place, and the CFA remains in effect.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/8_0_2/ccmsys/accm-802-cm/a03dn.html

Cheers!

Rob

[D T]

Rob, thanks for your response. Let me make test profiles and implement.

[iptuser55]

Rob is correct and it was also my thinking as well however I recently deployed a CUCM 8.6 with the 9971 video phones. I 100% informed them that shared lines for Boss/PA worked as above however I then discovered that with these phones you can tranfer back- Don`t know why but it worked out of the box- anyone came across this?. i`m currenlty wortk in another 8.6 with the 794x, 796x and they work in the "normal" way - can not transfer back - it may only be the 9971 phones which  can do this ?

[D T]

Interesting. 9971 is a SIP phone. 794X and 796X are SCCP.

I haven't got the chance to test CFA as suggested by Rob.

Currently running version 8.0 (upgrading soon to support SIP phones for Application [recording]) and using 9971 and 796Xs. However, I have not confirmed that the same thing happens on 9971s.