/mcpPrime Line Support Troubleshooting Prime Line Support Does Not Work When Set To True Problem When the cluster-wide service parameter Always use Prime Line is set to True and the IP phone goes off-hook, the primary line becomes the active line. Even if a call rings on the second line, when the user goes off-hook, it activates only the first line. The phone does not answer the call on the second line. However, when IP phones with multiple line appearances are used with the 7.1.2 phone load, the phone does not use the primary line when a second line rings. If the user picks up the handset, the phone answers the call on the second line. Solution Press the line button for the primary line so that the secondary line is not engaged when a call is initiated. Unable To Answer Inbound Calls Problem The users are unable to automatically answer inbound calls after they go off-hook on IP phones, and must press the Answer softkey to answer the calls. Solution To resolve the problem, perform the following procedure: 1. From Cisco Unified CM Administration, choose System > Service Parameters. 2. From the Server drop-down list, choose the server that is running the Cisco CallManager service. 3. From the Service drop-down list, choose Cisco CallManager. 4. In Cluster wide parameters (Device - phone), set Always Use Prime Line to False. Inbound Calls Are Answered Automatically Problem When an inbound call is received on a shared line of an IP phone, the call is answered immediately as the handset is lifted, without the option to either answer the call or make an outbound call. This behavior does not change even though Auto Line Select is set to disabled. Solution To resolve the problem, perform the following procedure: 1. From Cisco Unified CM Administration, choose System > Service Parameters. 2. From the Server drop-down list, choose the server that is running the Cisco CallManager service. 3. From the Service drop-down list, choose Cisco CallManager. 4. In Cluster wide parameters (Device - phone), set Always Use Prime Line to False. Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs 326 Receiving Calls Prime Line Support Troubleshooting