X Picking up a call on HOLD on another phone

Problem

When my receptionist answers a call coming into my line on her phone and places that call on hold, I can't pick up that call on my phone in my office. (Reference Ticket 343609)

Solution

There are a few issues to understand in this situation:

• Does the receptionist's phone have an SCA of the boss's phone on his or her phone? 
• Are the calls coming into the boss's DID directly? 
  • If the calls are coming to the receptionist first, then the receptionist cannot put the call on HOLD on the boss's line. The receptionist will have to transfer the call to the boss.

If the calls are going to the boss's SCA on the receptionist's phone, then follow the MOP below:

• View the configuration for the boss's phone and the receptionist's phones and make sure that reg.x.type="shared" 

• With both of these set as shared, then when the receptionist puts a call that comes though on 6106280564 on HOLD, the boss can pick up the call on their phone.
  • The receptionist's registration can be left at private since she doesn't have to share her calls

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