9620 can't make calls from 2nd appearance

[teej0820]

Customer has CM 5.1.1. Phone is a 9620 on Fw 3.110b.
User picks up phone and makes call on 1st appearance - no problem. He puts the first appearance on hold, presses the 2nd appearance and gets no dialtone. I ran a trace and it shows he put the 1st call on hold, but shows nothing after that until he takes the first user off hold. So, it looks like he never even tried to use the 2nd appearance. Any thoughts?

 

[PBXTech]

busy & release it. if that doesn't work, remove the station and then rebuild it in software.

'Knows enough to be dangerous. Wait... make that really dangerous.'

 

[vulcanccit]

I think I saw this once when the set type was incorrect...you might want to double check that.