Cannot Transfer Second Incoming Call

Cannot Transfer Second Incoming Call

Table of Contents
Cannot Transfer Second Incoming Call Using Cisco CallManager versions after 3.0................................1
Introduction..............................................................................................................................................1
Requirements...........................................................................................................................................1
Problem Overview...................................................................................................................................1
Step−by−Step Solutions...........................................................................................................................1
Option 1: Disabling Call Waiting System Wide.........................................................................2
Option 2: Disabling Call Waiting for a Specific Line................................................................3
Tools Information....................................................................................................................................4
Related Information.................................................................................................................................4

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Cannot Transfer Second Incoming Call Using
Cisco CallManager versions after 3.0

Introduction
Requirements
Problem Overview
Step−By−Step Solutions

Option 1: Disabling Call Waiting System Wide

Option 2: Disabling Call Waiting for a Specific Line Tools Information
Related Information

Introduction
The purpose of this document is to present two options for resolving the following behavior: When there is a
second incoming call on a line, you are unable to transfer any active call on that line. In particular, in this
scenario the Transfer button will be grayed out.

Requirements
This procedure is applicable to all Cisco CallManager versions after 3.0(1) and is valid for all IP phones.

Problem Overview
With the current implementation, an IP phone can only handle two calls per line. When you transfer a call, the
phone will actually first initiate a new call to the transfer−to phone and then transfer the first call. This means
that with every transfer there will be two active calls on the line.

When call waiting is enabled, an IP Phone is able to accept two incoming calls on one line. Because of the
above requirement, you will not be able to transfer any of those calls. This would require another line instance
to initiate the additional call towards the transfer−to party.

Step−by−Step Solutions
When there is more than one line on an IP phone, the solution is to disable call waiting and configure the first
line with Call Forward Busy to the next line.

If there is only one line on the IP phone, you can also disable call waiting. However, in that case it will only
be possible to receive one incoming call and a second incoming call will be transferred to the Call Forward
Busy extension configured for that line.

Call Waiting can be disabled system wide or on a per line basis. The following sections illustrate how to
perform both options.

Cannot Transfer Second Incoming Call

Option 1: Disabling Call Waiting System Wide
Note: If you disable Call Waiting system wide, all IP phones will be affected, unless otherwise configured on
specific lines.

1. Go to the Service Parameters for the service "CallManager". Look for the parameter called
"CallWaitingEnable".
From the drop down menu select False.

2. Scroll up to the top off the page and click Update.

3. If you are running a cluster environment, repeat steps 1 and 2 for each cluster member.

Cannot Transfer Second Incoming Call

Option 2: Disabling Call Waiting for a Specific Line
1. Go to the Directory Number Configuration of the IP phone. Look for the parameter called "Call
Waiting".
From the drop down menu select Off.

2. Click Update.

3. Click Restart Devices.

Cannot Transfer Second Incoming Call

 4. Click OK.

Tools Information
For additional resources, refer to Cisco TAC Tools for Voice, Telephony and Messaging Technologies.

Related Information
• Voice, Telephony and Messaging Technical Tips
• Voice, Telephony and Messaging Top Issues
• Voice, Telephony and Messaging Technologies
• Voice, Telephony and Messaging Products
• Cisco Solutions: Voice, Telephony and Messaging
• Field Notices

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Updated: Aug 22, 2002 Document ID: 5255

Cannot Transfer Second Incoming Call