Field Notice: FN - 64299 - Cisco Unified IP Phones With Version 9.4(2)SR2 Firmware-Softkey Template Does Not Update from Off-Hook State to Connected State - BIOS/Firmware Upgrade Recommended

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Updated:August 1, 2018
Document ID:FN64299

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Notice

THIS FIELD NOTICE IS PROVIDED ON AN "AS IS" BASIS AND DOES NOT IMPLY ANY KIND OF GUARANTEE OR WARRANTY, INCLUDING THE WARRANTY OF MERCHANTABILITY. YOUR USE OF THE INFORMATION ON THE FIELD NOTICE OR MATERIALS LINKED FROM THE FIELD NOTICE IS AT YOUR OWN RISK. CISCO RESERVES THE RIGHT TO CHANGE OR UPDATE THIS FIELD NOTICE AT ANY TIME.

Revision History

Revision Publish Date Comments
1.0
30-May-17
Initial Release
10.0
12-Dec-17
Migration to new field notice system
10.1
01-Aug-18
Updated the Concept Tags

Products Affected

Affected OS Type Affected Release Affected Release Number Comments
NON-IOS
SIP v.9
9.4(2)SR2
Affected Release Version 9.4(2)SR2

Defect Information

Defect ID Headline
CSCvb52133 CBarge softkey goes missing when it is pressed for second time to rejoin the call
CSCva72381 softkey template not updating from offhook to connected status
CSCva74777 CP-7942/7962 Softkey issue on the second line
CSCvb88551 9-4-2SR2-2S Caller ID does not update when switch between call on KEM and prime line

Problem Description

When you use a Cisco Unified IP Phone, the softkey template might not update when the call moves from the off-hook state to the connected state.

Background

Cisco identified that users might experience this symptom when they use the Cisco Unified IP Phone firmware 9.4(2)SR2 in this manner:

  • The user configures two shared lines on the Cisco Unified IP Phone (79XX series).
  • The user turns on the parameter "Always Use Prime Line".
  • A call comes in on the second line and the user answers the call with a headset. This will not answer the call and the primary line will go off-hook.
  • In order to change from off-hook to connected, the user must select the second line.

Problem Symptom

Users can answer the second line, but the hold, end call, transfer, and so on (connected state) softkeys are not displayed. Instead the redial, end call, forward all, and so on (off-hook) softkeys are still displayed.

Workaround/Solution

Workaround

Administrators can perform one of these actions as a workaround:

  • Change back to the default IP phone configuration.
  • Turn off the "Always Use Prime Line" parameter.
  • Downgrade the firmware version to Version 9.4(2)SR1

Solution

Cisco recommends that you update the Cisco Unified IP Phone firmware to Version 9.4(2)SR3 for the specific Cisco Unified IP Phone model(s).

Cisco Unified IP Phone 7900 Series

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

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