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how about this there is a speaker button or an
on/off button on that set somewhere on that set.When on a call press that button then set the handset in the cradle and start talking does does it still do a auto mute?

99.9 percent of the key systems out there operate in the manor I described .
Yes, I tried that with the customer as well. Still automatically mutes. Think a reset of the system will help. I was going to dial into it, but I'm not exactly sure what to look for.