that key is not acitive here on cisco 7962

[Erick Lohmeijer]

    Hi All,

hope someone can help us with this strange issue, in one of our locations the hold, transfer and conferece button are not working, we get the following error message:  that key is not active here.

We have this problem only with external calls and only in one location.

CUCM 7.15

Regards,

Erick Lohmeijer

[Gergely Szabo]

Hi,

does this happen while an active call?

G.

[Chandra Sonwane]

Hi ,

Could you please try the below solution on affected phone. hope the solution will be worked.

1. Open CallManager Administration page.

   
   

2. Go to Device -> Phone and select the affected phone.

   
   

3. Go to Phone Configuration Page and  find Settings Access under Product Specific Configuration Layout.

   
   

4. Set it as "Enabled".

   
   

5. Reset phone.

   
   

[Gergely Szabo]

Chandra,

can you tell me how enabling the Settings button (which is by default, enabled) would help this situation?

G.

[Erick Lohmeijer]

Hi Chandra,

thanks for replying but unfortunately this is not the solution.

Will add some more details:

Yesterday it started, first intermitted but now all users are affected.

When we get an outside call and try to transfer we are not able, the transfer, hold or conference button are not working we get the following error message on the phone display: that key is not active here.

The transfer button is black and you are not able to dial an extension.

When you wait for a few seconds after pressing the transfer button and pressing the transfer button you are able to dial the extension and the other phone rings (so signalling is there) but when you answer the call there is no voice and call drops.

Templates for the 7962 phone are in all  locations the same and working fine

[Gergely Szabo]

Hi,

were there any changes recently? Are you sure someone is not experimenting with the IP Telephony system?

Also, check the maximum number of calls and the busy trigger and the built in bridge setting on the line.

G.

[Erick Lohmeijer]

The problem is solved due to wrong destination pattern in a dial-peer, which routed the calls also via another router.

Thanks for your help.