Issue with incoming calls 1

[it19522]

I am trying to figure out an issue that happens intermittently at my work. Our company uses Avaya 9504 phones. When an incoming calls comes into a group, the users see it ringing on their ICM lines. When they pick up the handset, they receive a dial tone for an outgoing call, and the incoming call has moved to the other ICM line on the phone. This does not affect all calls, but it does affect all groups and phones in the building.

I have been working with the provider of the phones/system who have not yet been able to figure out what is going on, and the phone company has looked at some of the example calls and have not seen anything going wrong on their end.

I do not have access to or knowledge of the settings that are setup in IP office, but I will try to answer anything needed.

Thank you!

 

[IPOLackey]

Hey,

So I've not seen this before either. So the questions are -
1. Software versions of the IP Office and the Handsets?
2. Are you able to provide a quick screen shot of the Button Programming for a user?
3. Are you able to provide a sysmon trace of an affected call?

 

[Nortel4Ever]

"the users see it ringing on their ICM lines"
Are you saying the user's phone is not ringing when the incoming call is being presented and they only see it? If so, an incoming call that is not ringing on a phone, but only flashing on a button, will not be answered by that phone when the user lifts the handset. The user would both have to lift the handset and press the flashing button. Because the phone is not ringing, lifting the handset will give the phone dial tone to make an outgoing call.