I am using Toshiba CTX system with the Stratagy ES & eManager software

I have a user that answers the phones before our Receptionist arrives for the day. During "off-hours" the mainline is placed on Night Ring. The receptionist console is downstairs and the user is answering the phone at her extension - away from the receptionist console.

The issue is that they can answer calls, but when they place the call on hold - they cannot go back and retrieve it? There is another extension near to her that has the ability we desire. I compared the settings but I cannot determine why it works on one extension and not the other?

How do I resolve this? What setting do I need to change? Does this person need to be assigned to a particular Pick-Up group?

Leo