User cant receive calls to a group after placing call on park.

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  • Updated 5 months ago
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We are using phone groups.
When a customer dials the main number and dials extension 4 for tech support, it rings 5 phones at the same time. (works)
User A pickup call but customer needs to talk to someone specific, so user A Parks call and hangs up. (works)
User B picks up the park call and talks to the customer. (works)
After user A has already hung up and is ready to receive calls a new customer calls and dials Extension 4 and everyone's phone rings but not user A phone. 
User A phone will continue not to work till user B hangs up the call that was initially received by user A.  
Group delay setting has already be changed from 15 seconds (default) to 0 seconds. 
Strangely enough, if someone dials user A extension directly their phone will ring as expected, just not when they dial the group extension. 

Office@Hand
CISCO SPA525g2
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Juan Villicana

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Posted 5 months ago

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Jessica - Community Moderator, Official Rep

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Hi Juan, 

This is a known issue. The fix for it is coming out in our 19.4 update, which is starting to roll out mid November. 
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Juan Villicana

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Is this a fix for the soft phone? We are experiencing this issue on our physical phones. SPA 525g2
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It's a fix for both-- I double checked with the call queue team and they advised that the rollout schedule may extend into 20.1 for this specific fix. It's coming though, and it will fix both the soft phone and physical phone! 
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Juan Villicana

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Thank you for the clarification. is there a work around until then? 
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Not that I know of at this time.