In CUCM 8.6, on 7965 sets
An assistant/call coverage user is on a call and another call rings into the same line. The phone rings and the softkey template has Answer showing but the assistant would like to transfer the 1st caller to another person but since the phone is receiving a new call she can only wait until it forward to voice mail or to another person in the call coverage.
I tried to find a softkey template but didin't find a template with "Connected and Ringing" to update.
Thank you for any help you can give me.