Have to press 9 twice for external?

[LeeCRCNA]

We have a Nortel Meridian system (DR5), and I can't figure out how to correct something.
If a user picks up the handset, they get a dial phone,and the phone# of the line they are on is displayed. The phone selects an intercom button. Then, to make an external call, the user then presses 9, and can then dial out. This is normal.

Now, if instead of picking up the handset to get an intercom line, the user just presses an intercom line, they get a dial tone as above,but no phone# shows up on the display, if they press 9 and then dial out, they get "your call can not be completed as dialed".
I've found that if the user presses the intercom and then presses 9 twice(Thanks for that tip Ryan), the lines phone# will show up, and then they can dial out properly.

So it seems to me that they are having to select poolA and then select external call, but only if they had pressed intercom. If they had lifted up the receiver and intercom was automatically selected, I think poolA is automatically selected, so they only need to press 9 once.

All phones are assigned PoolA as their prime, and all have 2 intercom keys.

Ideas?

 

[johnpoole]

might need to post this in the norstar forum, this one's for th epbx side of the house.. sounds like your on centrex/essex service.. dial 9 to hit an essex line then dial 9 to get a dialtone.. in the pbx world we would build a dgt table to insert the second 9

john poole
bellsouth business
columbia,sc