Hello,

I'd like to discuss an issue that we are having in our office with incoming calls to our phone system.

Incoming calls into our office are put into a distribution system after ringing for the default 5 seconds and the person can choose the extension or voicemail they wish to be connected with. The problem occurs after 10 or so seconds after the person in our office picks up the incoming call. The the call then shows "Line 001 RECALLING" after about 10 seconds and the call then rings at the receptionist's desk. Our temporary workaround is to hang up the phone and pick back up to reactivate the line.

While this is happening we can hear the person in the incoming call's voice, but they can not hear us. Once we hang up and pick the phone back up everything is fine and works normally. The call is not dropped throughout this process. This only happens one time in each incoming call.

As a note: Outgoing calls work properly and do not have issues.

Any ideas one what setting could cause this? Any help is greatly appreciated!

We just discovered that if we pick up the line prior to the automated greeting, the issue does not occur.

I suspect the line is programmed to ring at two places one being the distribution system and at a phone, possibly the operator at the same time, the two positions are fighting each other, the call needs to initially ring into the group (usually extension 550 if an ACD or UCD system) not any phone outside of the group.