I have a client with the screen sometimes not showing a softkey transfer button when calls are answered.

Cisco Phone Model #7962 with a 7915 module.

Trouble occurs when one user forwards calls to reception. When forwarded calls are answered, the screen does not show a transfer button. Issue is intermittent, and comes on occasionally.

Screen should show these soft keys: hold, end call, transfer, more
4 buttons with three screens:

screen 1: hold, end call, transfer, more
screen 2: park, xxxx, conference list, more
screen 3: select, join

Has anyone had the same issue and resolved it?
I am guessing it shows screen 3 and she doesn't see a "more" button, or the "back" button to go to screen 1, but the question remains, why would it show a different screen? ...and only when receiving calls that are forwarded?

Impossible to even speculate unless you find out which Cisco voice platform is handling the calls. Could be anything from a UC appliance, to CCM running on a Windows server, to CCM running on a Linux server.

more info on this issue.
The screen is simply not changing from it's idle state, so no transfer button appears.

Client reports that this issue has not occurred in a week.

It shouldn't make a difference, but may be a software bug... Is the handset "hook" flipped over so the handset hooks on it when in the cradle? It could be that the handset is sitting on the hook and not properly on hook, causing the phone state to be off hook when it's ringing. Maybe that's the difference from when the issue was reported and now.

What Hacky said is correct. It's important to know what platform the phone is running on, and the version of software.

Justin

Hard to troubleshoot at this point because the issue is not occurring, and hasn't for the past week, so we'll get back to this if it pops up again, and I'll get the info on the voice platform.

Handset is being picked up and answered after calls come in, then there is no transfer button to transfer he call.

The only time I can recall seeing this is if you receive another call at the same time you're getting ready to transfer the first call. The focus changes to the new call, and since a new inbound call doesn't have an option for transfer, it appears as if the transfer button goes away. Toggle back to the original call, and it's there.

Justin

You can look at the ephone template - you may need to recreate the cnf files...

this is a test message

Another test message.........................