Can't pick up call on shared line appearance?

[macaodha]

Here's the scenario -- a number of our users have shared DNs, where admins will place a call or set up a conference call on a shared line at an executive's request, then place it on hold so that the executive can pick it up on his/her phone. They inform us that on occasion, they are not able to pick this call up from on hold at the executive's desk and can only retrieve it by parking it and picking it up at the other phone.

Has anyone ever heard of this as an issue? More importantly, is anyone aware of any workarounds?

Thanks,

Michael

 

[whykap]

If this is actually happening it will be a bug.
However since sometimes it works and sometimes it does not I would guess it is a user error.
Have you been able to duplicate the issue your self?
Is there a possibility the admin is placing the call from a different line on her phone and not the shared line when this happens?

I know it might sound far fetched but I've seen it time and time again.

What sw version of ccm are you running by the way?

 

[whykap]

Could it also be that there is multiple calls on that line at the time the exec is trying to pick up the call and he is just simply trying to pick up a call on the shared line that is not the held call?

 

[macaodha]

Thanks for your input. I suspect that this is indeed user error, but I have heard this from the admins of two high-ranking executives, and I need to make sure that I have looked into this thoroughly.

 

[pndscm]

I had an admin that swore this same thing was happening. The admin said that the Exec's calls always ring on their personal DN first. What it turned out to be is that the admin had a 7940 with a personal DN on the top button and the shared exec line on the second button. When an incoming call came to the exec, the displayed info was beside the top button and it looked like the incoming call was on the personal DN when in fact it was ringing the second button. Then the admin tried to transfer the call to the exec and with the Max calls busy trigger set at 2, the transfered call always went to Vmail.

User error.

 

[MG2005]

Check the Directory Number Page for this line on the troubled phone

What is set for the "maximum number of calls" value ?

Also what is the max number of conferense participants per user on your system parameters?

One of these values is likely being reached, and when he tries to "resume" he is exceeding the limitation set

I had a similar issue, when I raised the max number of calls this never happened again - whether it's designed that way or not it worked

 

[macaodha]

I have not been able to duplicate the issue myself, and I haven't found that max calls had any effect (it is set high for these phones anyway because they're too lazy to use our conference bridge service).

I opened a TAC case and got a recommendation to either turn off Privacy or use the Barge key. However, my reading of the documentation tells me that the only use of the Privacy setting is to allow the Barge feature, so I'm not sure the tech knows what he's talking about.

In any case, I think I'm going to train the admin to use her own DN to set up the conference call, conference in the CEO when appropriate, then back out when no longer needed.