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reception losing ring-state softkeys with second inbound call

Often I'll field a complaint from receptionists/operators that they lose the ability to tranfer calls before answering another call.  Example:  reception has 2 line buttons mapped to two slots for inbound main-line calls to the business.  Reception answers call on line 1.  Then call on line 2 comes in and receptionist has no ability to transfer the first call and move to the second call.  Phone goes from connected state to ringing state when line 2 fields a call.  Tried no call-waiting beep/ring on main line ephone-dns, changing ephone-dn for personal extension from dual to single, and changing ephone entry for phone to max-calls-per button 1.

514g

button 1:personal extension

button 2:mainline slot 1

button 3:mainline slot 2

so when on mainline slot 1, if a call comes in to the personal extension or main-line slot 2, operator is stuck with the call or has to hold them with the hold key.  Is there a way to keep the soft keys from changing from connected to ringing state when the operator is actively on a line (but still see the inbound call)?

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Beginner

reception losing ring-state softkeys with second inbound call

I am also experiencing this complaint. Jeff, were you able to find a fix yet?

Thanks!

Ryan Ticer