Presence: Caller on Hold causes other phone that monitor to ring

I have 2 VVX500 phones. I have set both phones to monitor all lines as well as be able to pick up a line. The problem I have is that when I place someone on hold the other phone rings. The person can "silence" the call, but you can't tell why it is ringing so it is possible that person will pick up the line. I don't want the other phone to ring when a call is placed on hold. The help desk had me turn off the "Ring my phone when any user I am monitoring rings" to stop this, but of course now she can't hear any of the lines. The support desk said there isn't a fix for this. I would love for someone to work this bug out for us! Thank you!