Bridged appearance not ringing

[Bhawks10]

Hello folks,
Stumped here. IP 500 with 5621 phones. Our VP has her 1st and second lines programmed as bridged appearance buttons on two different admin phones. The bridged appearance button for her first line is set to delayed ring and the one for line 2 is set to immediate ring. Somehow, when she is on line 1, a second call is coming in on line 2 and it alerts and is flashing for 15 seconds(default) on her phone, but it is not ringing on the admin phones.
When I test this scenario myself everything works as expected. She said this has happened on 3 separate calls.

One other thing is these admins also have each others lines on Bridge appearance buttons. This has never caused a problem before, but I'm wondering if an upgrade to the firmware messed this up. Any ideas on how this can happen intermittently?

Thanks.

 

[holdmusic34]

Have your looked at what monitor is doing when running an extension and targeting filter?

Delete the buttons.
Merge and put them in again.
not fixed? delete two users in question, merge and try again.

Poopy bubbles!

 

[Bhawks10]

I have not. I cannot reproduce the issue. I will try deleting and recreating the buttons and see if that helps.

Thanks.

 

[joe2938]

why not set line 1 as immediate?

 

[amriddle01]

When you get the customer reporting things you can't replicate it's usually because it's nonsense

 

[Bhawks10]

Because she typically answers her own phone. The issue is with Line 2 appearances not ringing when she is on Line 1.

Totally agree with you on the nonsense bit amriddle, but it's been working for 4 years without a complaint. I already kind of dismissed it once last week after testing and then she said it happened again yesterday.

 

[Telecomboy]

Change the ringer option for her to "ring" versus "abbreviated ring". Abbreviated ring will only ring once if she is on another call. Ring will cause it to ring continually. Under User-Multi Line Option.

 

[teletechman]

With IP phone at least the 96XX phone abbreviated ring only chirps and does not give a full ring, that may be the issue. If you are not paying attention then you don't hear it. Does the issue only happen when the Admin user is on the phone?
Mike

 

[Bhawks10]

No, the admins have claimed to be not on the phone when it happens, and these are old 5621 phones. I'm wondering if I need new firmware for them.

 

[Bhawks10]

One more tidbit of info:
I examined the call logs on all 3 phones to see if there were coinciding missed calls on the admin phones. There were, but in the two cases where the vp saw the call coming in on the second line and the admin phones didn't ring, there were weird call logs.
On the admin1 phone the missed call log said "admin2:a unavailable" and on the admin2 phone it said "admin1:a unavailable."

The admins said they didn't even see the call alerting.