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We ran into an issue where the Primary phone got upgraded, the partner pre-provisioned the phone before delivering it to the user. Once the phone was delivered, the primary phone got removed from the user's profile. The secondary phone did not get promoted to primary, which in turn made the monitored lines not show up on that phone.
Adding support for monitored lines to secondary devices, thereby removing the need to distinguish primary vs. secondary. Please visit the Collaboration roadmap on SalesConnect for more information. You can find additional information on Webex Calling Coming Soon as the release date approaches.
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sounds familiar :)
https://ciscocollaboration.ideas.aha.io/ideas/COLLAB-I-13873
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