Reception phone does not queue calls 1

[MayQueen]

Help!

I have a Norstar M7310 with 2 intercom keys programmed to show the reception extension number. When the receptionist answers a call on one key, I want the next incoming call to ring on the second key (and also on the backup phone, which also has an appearance of the main extension DN). The extension is set to go to mail after 6 rings. DND on busy is set to NO.

What is currently happening is that when the receptionist is on a call, the next incoming call goes directly to mail. Why? And more importantly, how do I change it?

I have to talk the receptionist through programming this as I am not based at that office. Additionally, my site has a Meridian, so I can't even go through what I want her to do at my end!

It's Rls 3 software, but the way.

Any help would be appreciated.

 

[DTone]

What kind of V. Mail do you have? Your problem is that the Forward on Busy is set. You only want Forward No Answer. Hope this helps.
KDB

 

[DTone]

Sorry about that. To check this its under Terminal & Sets.
Feature ** 266344
Enter Password
Terminal & Sets Press 'Show'
Enter Ext. Number
Press 'Show'
Line Access Press 'Next'
At Capabilities Press 'Show'
At FWD no Answer
Press 'Next'
At Fwd on Busy Press 'Show'
Make sure it is set to 'None'
Has to be set on all phones that have that line apperance.
KDB

 

[MayQueen]

Hi DTone,

Thanks for getting back to me so quickly.

I have removed the fwd on busy option from the reception extension, and am now getting busy tone instead of voicemail. The second line is still not ringing, though...DND on busy is set to No. Priority Call is set to No - if I change this to Yes, would this allow one line to override the other???

Is there a setting on the lines themselves that would affect/override the settings on the phone?