A customer wants to add a phone to answer incoming calls to the company. We're keeping on site dispatches to a minimum right now, so I had the customer log into the DCS to add the extension to the Operator Group. We found out the phone is already in the group. Other phones in the group do ring, but not the one in question. The customer mentioned the phone just has a 'Local' key - where others that ring have 2 incoming call keys. Her phone I believe has direct CO appearances.

I wonder if the phone in question isn't ringing because of what keys may be required on the phone? If it is a key layout change or something else, I don't want to task the customer with too much troubleshooting and/or configuration. Hopefully I'll be able to go to the site this week.

Sounds like the phone had been logged out.
Either remove and readd the extension to the group.
Or use the default feature code for login/out (53 iirc) then the group number.
This may reveal there is an ig key programmed on the phone (the button will light up when the phone is in the group)

Ok thanks - I'll check if they recall ever logging in/out of the operator group.

Hey thanks again! I did some research after finding out the customer does log in. Sent the information to the customer, as you said the code was 53. The customer got back to me with this email:

GOOD NEWS!!! I DID IT!! HER PHONE RINGS INCOMING NOW!!!

I asked what group they used, she said 500. I guess that's the operator group, and 501 502 etc. would be a station group. This was a big help since we're still trying to limit on site visits. I do need to get out there though to move and add a phone. We still have many DCS phones in stock.