Missing Softkeys - no hold or transfer when call comes in

CCM 4.1.3 - When caller 1 is on hold and the handset is in the cradle, a 2nd call comes in and when it is answered by lifting the handset the active call does not follow. You are left at line 1 and have to press the current line button to get the "hold" and "transfer" keys to appear for that line. Otherwise you only have the resume features for the call on line 1. If you have the handset lifted and press the line button for the imcoming call everything works normal. We have reapplied the button templates and updated the phone loads.
Any suggestions would be appreciated.
Thanks,
Greg

Hi Greg,
I think what you are running into here is that you have "Always Use Prime Line" set to True in the CCM Clusterwide parameters (Device-Phone). If you change this setting to False, the phone behaviour will work the way you want.
Hope this helps!
Rob
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