CUCM 12.1 - Call On Hold Issue

[Quintin.Mayo]

Hi,

We have users with line appearances to each other DID's on their 8851 phones.  If a user pickups the other user DID call and places the call on hold, the intended user for the call can't pickup the call that was placed on hold. Can someone confirm the CUCM support this type of transfer for the call.  Any direction would be greatly appreciated.

Thanks,

[Maren Mahoney]

Exclusive-hold (which is what you are describing) and non-exclusive hold (which is what you are asking for) is the result of a combination of Privacy settings in CUCM. Here is a link to the Feature Configuration Guide v12 section on Privacy that is worth a read.

Feature Configuration Guide for CUCM 12 - Chapter: Privacy 

Unless your users actively use the Privacy feature the easiest way to allow for non-exclusive hold is to disable Privacy in the Call Manager Service parameters.

Users will need to press the line button, and then press the Resume softkey to pick up the call.

Let us know if you have questions or need additional information.

Maren