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SV9100 - Picking up calls on hold

SV9100 - Picking up calls on hold

SV9100 - Picking up calls on hold

(OP)
Hello,

One of our SV9100 customers has come to me with a question about picking up calls which have been placed on hold. More specifically, they are saying that up until a few months ago they could place a call on hold using the hold button on one handset, and then another person would be able to pick up that held call from another handset by pressing the relevant flashing line key. That didn't sound right to me, as I thought it wasn't possible to pick up a call which another extension had placed on hold, but please correct me if I'm wrong. I thought that was call parking, but the end user assures me that it was the Hold button that they were using to put the call on hold.

To add to this, they've just said:

"When an incoming call is put on hold it just flashes red on the extension that answered the call but is a solid red light on all the other phones and cant be picked up."

"If an outgoing call is put on hold it works as expected and flashes on all extensions and can be picked up on any of them."

Could they be right? Have I missed something? Maybe the "flashing line key" they've mentioned was actually a busy lamp field key for the extension that put the call on hold? I've looked at all sorts of things and I couldn't see how it would have been working like they described, or anything that would have stopped it working either.

Any suggestions will be very much appreciated as I've had this one going on for weeks now.

Thanks!

RE: SV9100 - Picking up calls on hold

Do you have line appearances or cap keys?

RE: SV9100 - Picking up calls on hold

(OP)
Hi Don W,

In 15-07 they're all just set as "*01 - Trunk Key" along with the trunk numbers 1 to 6 under additional data. Is that where you meant? If not, where should I be looking please?

Thanks

RE: SV9100 - Picking up calls on hold

I woder if they are putting the calls on exclusive hold

RE: SV9100 - Picking up calls on hold

(OP)
@Don W I did take a look at that, and it appears that the Hold buttons on their handsets are set to operate as "Normal Hold".

I've compared an old backup database from their system with another which I took just today, and ran a file-to-file verify between them in PCPro to see all the differences. Whilst there were a few differences in there which I'd been expecting to see, I couldn't see anything that had changed at all that might have caused the call hold operation to have changed.

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