User line appearance says "Incompatible" - why?

[tmckeown]

I have an extension that shows a handset icon (laying down) on it's second line appearance button. When I select that line, it displays "incompatible". Got any ideas what causes that to happen? I'm unable to find any documentation on that problem. I tried swapping the phone, but that had no effect on the problem. It must be system related. I'd like to figure out how to avoid this in the future.

 

[dizzyphil]

what type phone, ipo unit and release software are you running?

Diz

 

[tmckeown]

Sorry,
IP412 version 3.1 (65)
The phone is a 5420

 

[dizzyphil]

Is the button a 'line appearance' coverage ..... and does the icon beside the line have a line under the handset or just the handset alone?

Diz

 

[ThePhoneMn]

I have the same issue on more than one system. Running versions 3.1.48 through 3.1.65... and it is happening on 5400, 4400 and now 6400 phones.
I posted about earlier -

http://www.tek-tips.com/viewthread.cfm?qid=1172231

- no fixes yet?

 

[big70]

Do you use login and logout.

Greets Peter

 

[ThePhoneMn]

All of the users I am experiencing this with are not hot-desking. One site is using a PRI, the others are using POTS lines. Call Status shows no calls on the phone with the "stuck" call appearances.

 

[tmckeown]

I managed to clear the problem with a reboot of the system. it kind of gets me nervous that this could happen out of no where. The user does not hot desk and is not a forced user. He is configured the same as the majority of phones in our system. Maybe there was something he did that I am unaware of that precipitated this? I'll never know for sure, unless I can recreate it.

The icon looked like the handset. In normal operation, that icon is vertical. In this non-functional scenario, the icon was horizontal; kind of like a U.

 

[big70]

Strange, i had same problem when a user is on the phone and other party hangs up then the phone will say disconnected.
If at this point you logout and login again the first line appearance will lit and other calls comming in on the second line appearance.

Greets Peter

 

[intrigrant]

Erase the appearance keys and reprogamming solves the problem, reboot not needed.
I have seen it occasionally before and don't know what happend, i cannot simulate the problem.
If anyone has a good idea let me know.

 

[tmckeown]

I'll give that a try the next time it happens. I'll do anything to avoid a reboot. Our T1 does not come back up after a reboot until I unplug it and then plug it back in. Avaya has a deffinite bug there.

 

[bearcity]

I have been dealing with this for while now, we think it's the Autohold feature. Think it happens when the user toggles to another call appearance and the first call hangs up( but the appearance key dosn't). just got a patch from Avaya,but they also suggest turning off Autohold.

 

[tmckeown]

The problem with turning off auto-hold is that many people get used to just jumping between lines. If it were off, we'd have a lot of dropped calls.

 

[jconrad0305]

i have had this problem with autohold on and off. i just reboot it and it fixes it self for a while

 

[kristiandg]

Is it happening when agents login/logout? If so, and if your login/logout buttons are actually shortcodes, you can put t1 in the dial string of the shortcodes. This will tell the system to hang up the call after 1 minute. Perhaps people hit the Logout button, then walk away. When they come back, the system has done something strange and that key is stuck.

Hope this helps...

Kris G.

 

[big70]

No it happens if your phone is offhook and you use a logout button.
I replaced the logoutbutton fo Dial *36.
So the have to hangup before the can use the logout button.

Now have no complaints anymore.

Greets Peter