Unable to Answer call without pressing New Line

[a.ha]

Hi there

We have suddenly started facing an issue where every call that comes into our T58A
You have to press Line 1 before it lets you answer it
Same for outgoing, instead of just picking up the handset and start dialling, you have to press Line 1 first

I'm not sure if the user has changed something by mistake
But I cant for the life of me figure it out

 

[TheodorosG_3CX]

This shouldn't be the case. Have you tried to factory reset and reprovision?

 

[a.ha]

not yet. as they have a second account on there for the intercom that we dont know the password for

 

[TheodorosG_3CX]

Are you using 2 extensions on the same device?

 

[a.ha]

no, just the 1 EXT

 

[TheodorosG_3CX]

You have mentioned " a second account on there for the intercom", where is this second account configured?

 

[a.ha]

This second account is manually added as its an intercom system.
it doesn't have an EXT, it just calls the phone directly when someone presses the intercom

 

[a.ha]

Can I export the 2 Accounts and then factory reset it?
I know 1 will be added back via autoprovision

 

[TheodorosG_3CX]

So this is a manual configuration on the phone correct?

 

[a.ha]

no, auto provision for the main Reception account
then we had to manually add the second account for the Intercom

 

[TheodorosG_3CX]

Adding a second account to the device is not tested neither supported from 3CX.

 

[a.ha]

lovely, thank you

 

[TheodorosG_3CX]

You are welcome