Yes, they use line appearance and we were told taking that away is not an option. We gave him a call pickup button, but then his phone rings. I told him to use his DND and gave the other extensions in the office and the AA over-ride permissions. He claims that his DND does not stay on. So I told him to put it back on if his phone started ringing. His phone is a 5420 and he just HATES this system and is ready to through it out the window. (He like Cisco) As soon as we take line ringing away, he can't pickup. It just doesn't seem right. It doesn't work that way on a Partner...I will try the two suggestions above, but still it just seems odd to me that this isn't a lot easier to accomplish.