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I work for a clinic that uses Avaya IP Office 500 with J179 phones. We are having an issue with our phone system where, if multiple people are calling in at the same time, only one call will come through, the other line just rings and rings. I have contacted our phone provider thinking it may be an issue with the numbers rolling over on there side (and that was investigated) but was found to not be the issue. Is there a setting in IP Office 500 that prevents the switchboard from receiving multiple calls at the same time? We have a total of 10 lines coming into the building and in the rollover through our phone provider but still cannot receive more that one call at a time through our main office line. I can monitor the incoming calls and when this is happening, the second call does not even register in the active calls list or show that the Auto Attendant has picked up the call.

Any help or ideas would be greatly appreciated.

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Check to see how the incoming calls are routed - typically they would go to a Hunt Group, where your “switchboard” extension is a member to receive them. Change the Group Type to “Collective Call Waiting”, which means that ALL members of the group (which might be only the one switchboard extension) will ring simultaneously on a call to the group, AND if an additional call comes into the group while the members are on active calls, their phones will still ring to alert them to the new call.

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