6416D+ phoneset issues with a G3si Definity

[sparker001]

We have a G3si Definity and our call center users are using 6416D+ phones. We have one user who has had one problem after another with his extension/phone. First his speakerphone would automatically activate when a call came in. I couldn't see any cause for this, so to ease his desperation I set his Speakerphone Station Option to None. A few weeks later, he said that when a call would come in, he would see the caller information on his phone screen for a brief second, then it would go blank and his line button would continue to blink so he knew the call was still 'ringing'. Then something else additionally happened that I don't even remember now! I switched out his phone set, but that did not see me to help. In fact the speakerphone thing started all over again. I set all his settings identically to others in his group, printing out his info and the other person's and programming it identically, page by page - same problems. Could this possibly be an issue with a bad port, or a bad jack? Has anyone ever come across something like this?

 

[phoneguy55]

check the agent form for auto answer. make sure he doesn't have the menu button pressed, try pressing exit to clear the screen.

 

[lopes1211]

Sounds like he's mashing the softkeys and activating ringer-cut-off and/or auto-answer intercom which are both default softkeys. You have a poweruser on your hands...lol. Delete his station (to be 100% sure all features are deactivated as some of these stay even with a busy/release). Put it back in by duplicating another working station. Then change his staion and remove any softkeys. Every time he calls and says his caller ID isn't working, politely ask him to press his EXIT button.

-CL

 

[donbott]

I think Lopes1211 hit it right on the "button"

DonBott

They shoot horses, don't they?

 

[sparker001]

Removing his extension completely from the switch and then dup'ing it to an identical user did the trick - thank you so much for your assistance!