Can't Use Transfer On Certain Sets - IPO R9 2

[phonebits]

Hey all, I'm having a bit of a weird issue with a couple phones in my environment. We're running IP Office R9.0.2, with mostly 9640G and a couple 9650 IP sets. Everything was going fine until one of my users told me that they couldn't transfer a call. If I dial out to the PSTN, or if I make an external call and press the transfer softkey it just makes a keyclick tone and doesn't do anything. First thing I tried was deleting the user and extension and rebuilding them. That didn't solve it, so I just replaced the set as well. The new set can't transfer either, but interestingly enough when I created another new extension to play around with the old set, it also has the issue of not being able to transfer calls. No other sets in the office have this issue aside from these two. Any suggestions on what I should do next for troubleshooting?

Thanks,
Anthony

 

[amriddle01]

They probably need a firmware update

 

[phonebits]

That's another one of the first things I checked. All of the sets in the office are running the same firmware, the version included when we upgraded to 9.0.2. It's very strange that it seems to only affect these two phones, almost as if any account that is logged into for the first time by a specific physical phone is affected.

 

[amriddle01]

Have you tried clearing the handsets completely and then registering them again? I assume they have more than 1 appearance key

 

[phonebits]

That was just what I needed. It turns out most of the sets were built with 2 line appearances, but a couple ended up with just one to make room for additional button programming. Added a 2nd appearance and everything works great. Many thanks amriddle01!

This site is a valuable resource.

Thanks,
Anthony

 

[amriddle01]

No worries

 

[Zandolee]

Had this same thing happen at a new install. The phones that had transfer had no call appearance buttons in their button programming and could transfer. When another tech programmed external line appearance on the first 4 buttons, it stopped the phone from transferring.