Presence: Caller on Hold causes other phone that monitor to ring

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I have 2 VVX500 phones. I have set both phones to monitor all lines as well as be able to pick up a line. The problem I have is that when I place someone on hold the other phone rings. The person can "silence" the call, but you can't tell why it is ringing so it is possible that person will pick up the line. I don't want the other phone to ring when a call is placed on hold. The help desk had me turn off the "Ring my phone when any user I am monitoring rings" to stop this, but of course now she can't hear any of the lines. The support desk said there isn't a fix for this. I would love for someone to work this bug out for us! Thank you!
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Posted 4 years ago

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Tom 2

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This reply was created from a merged topic originally titled Feature Request: When an extension puts a call on hold, distinguishing it from an....

When an extension places a call on hold, it rings or "boops" the reception phone and other extensions with the same sound and blinking light of an incoming call. It would be great if calls on hold were silent and had a different blinking pattern as there is currently no way to distinguish those from incoming calls. As a receptionist, I have answered calls placed on hold by other extensions because it is impossible to distinguish. In our office, we are doing a work around where the other extensions are just muting the call if they need to put it on hold so that no one else picks it up or is disturbed by the booping sound if they are monitoring the line.

We are in the U.S. with twelve Cisco SPA 50BG phones and lines.  
+1 for this issue. I spoke with support today and was told that this is the way the system works but the tech acknowledged that the design is flawed. It really surprises me that this thread is so old and yet nothing has been done to fix an obvious fundamental design flaw.
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Jasmine M, Employee

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  1. Account type : Office Premium 20 - 99 lines 
  2. A brief description of the business :not discussed
  3. A high level description of the product or feature being requested: for both options on presence to be selected but have completely separate functions 
  4. A typical use case scenario explaining how your business would use the feature: monitoring users will ring only when there is an incoming call, but not when there is only a call on hold. 
  5. Benefit of such feature: ease of use
  6. Number of Users and/or Digital Lines : 85 users / 57 lines
  7. case number: 08010462 

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Thomas Clancy

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Yeah hey guys this is a critical flaw. If the hunt groups and/or front end people can't put calls on hold without disrupting their bosses with ringing lines, its a real issue. I have never met a boss that doesn't want presence to be a two-way thing. He knows when his assistant is on the line, she knows when he is on the line, one can pick up for the other. but neither should get hassled when putting someone on hold. this is absolutely a few lines of code to change, not a ground up rebuild. The issue is so major with so small a fix. arrrgh.
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Jeffrey Goodman

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Its so a major flaw that had I known when I signed up, I would have not signed the contract...
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RC-Installer, Champion

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I just turn this feature off my my customers.
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Shane Loomis

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You can't turn it "off" without turning off presence, which basically everyone needs.
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RC-Installer, Champion

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not true.  Check your settings.  Simple check box
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Jeffrey Goodman

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This cant be done.  It's been extensively tested.  If you know something we all don't please give greater detail how?  Thanks.
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Rob LaRose, Champion

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@RC-Installer - the issue is that people want incoming calls to RING, but not calls on hold.

I haven't looked in a couple of months but at that time, it wasn't possible.  If you set the monitored line to ring, then it would ring when the call was on hold.  Not useful for boss/admin scenario, sadly.
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Paul Dalton, Champion

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The original issue is was that when presence monitoring is enabled AND ring when a monitored line rings is enabled, all phones leveraging presence ring when the monitored line is put on hold. RC-Installer is correct that you can simply disable presence by using the check box, however, I think what everyone is wanting / needing to do is enable presence and have monitored lines ring but not make a sound when calls are on hold. I have personally had multiple lengthy conversations with RC support about this and they always end saying that this is the way the system was designed. They understand the issue but there is no fix on the horizion.