Cisco IP Phone 7965 1

[kmdarch]

I don't know if this is the correct place to ask, BUT, we are using a Cisco IP Phone 7965 for reception (our 10 staff have the 7945). We have 6 separate incoming line buttons. When reception answers 1st call and 2nd call comes in, the transfer softkeys disappear and the only ones available are iDivert and Answer, making it impossible to transfer the 1st caller. We must answer 2nd call (automatically putting 1st caller on hold and making 1st caller wait to get transferred until 2nd call is dealt with). Once 2nd caller is transferred (transfer softkey appears when answering 2nd call by the way), you can go back and deal with 1st caller. Have no idea what the heck will happen if we get 4 calls at once!

I'm not main administrator of our system - our headquarters office is. They have over 100 staff and answer phones with computer. We only have the 7965 for reception in our smaller branch office.

We have been told by installer/"programmer" that's the way the 7965 phone works. Period. I can't believe the softkeys for that model cannot be modified when in connected call state to always show a transfer button. Is this true?

Thanks in advance, and hopefully I have the right forum.

 

[pndscm]

When the second call comes in, use the center button on the phone to scroll back up to the active call. When you scroll back up the correct softkeys will appear. This is a common 'complaint' I hear from people.