NEC Series. DTR-16D-2 Picking up issue

[Desert Vet]

Hello. I work in a veterinary clinic with 16 phones (and 2 spares) using 8 lines. 99% of the phones are the same DTR-16D-2(bl) with maybe 1 DTR-8D-2. Sometimes we have to rotate phones if our lines are not working. We have our phone system set up so when lines are calling in, the receptionist can pick up and answer the phone without picking a line. The doctor and techs have to pick a line after picking up the handset to answer or make a call. This way the doctor isn't accidentally answer calls. Because of the rotation of phones, sometime the receptionists will get phones that will not pick up without picking a line. From all the online research and manuals I have read, I can not, for the life of me, find a way to change this. Half of our phones you can no longer read the display so I can't tell what the screen says.
I am sure it has something to do with the feature button but can not figure it out. Does anyone know? Please help. My receptionists need a way to just pick up without having to think what line are they getting first.
Thank you.
Christy @ Desert Vet

 

[OzzieGeorge]

I will assume you have an IPS system as you don't tell us. Swapping handsets shouldn't make any difference as the programming is on the extension not the handset. If you are swapping her to a different number, the feature Ringing Line Pickup is set in command 15-82

 

[GarySBH]

Sounds like Feature Answer needs to be enabled. Not to sure what PBX you have but me working off 8500 9500 and 2400 I have a few of those models and others and just press Feature button then Answer button on the phone. If Answer is lit the user will pick up whatever line is ringing instead of pressing the line key button. Not sure if there’s underlying programming that has disabled that feature.