Line stuck - "invalid call privilege"

[aclelland]

Greetings all, we have an issue where a BCA line appearance gets stuck. The line is showing red on the phones but there isn't an active call on the switch. When you press the line that is lit, you receive "invalid call privilege". The only way to remedy this is to reboot the switch. Has this happened to anyone? If so, what was the cure?

We are on
ShoreTel 7.5
Build 12.15.8900.0 - custom build

Andy

[rhombixt]

Our customer is running 10.1 and they are having this problem all the time. I can't seem to reproduce the issues but it seems to happen when they transfer calls to other users with the same BCA keys that come in on the bca keys...did you ever get any resolution to this problem? If we reboot the switch where the BCA keys reside, the phones and the stuck call will clear.

[cburgy]

This has been a bug that occurs on and off since BCA came out years ago. Moving to a newer build on 7.5 might resolve it.

You won't need to reboot the SG switch to clear it. Just move the BCA to another switch (well, assuming you do have a second SG switch) and it will force an update and should clear the line.

If you have multiple SG switches, try to keep the relevant phones on the same switch as the BCA.

By the way, the most recent (or maybe the previous build) of 10.1 has a defect fix for BCA lines hanging.

[rhombixt]

Upgrading to 10.2 fixed it and furthur, people who had a BCA key one their phones would transfer a call back to reception via the same BCA extension creating a loop. Back up receptionists would not be able to help, so they would transfer back to the same BCA in hopes reception could help them up front.. seems to be better now.

[sysops]

We are seeing this same problem on 12.