I am currently troubleshooting a 7960 that will not let the user pick up the handset when the phone rings and have the ringing line be answered. She has to press the line button in order to pick up the line.
This is not how other 7960 phones work. I've tried to figure out what is different by doing a stare and compare on her phone, line and user name, but this has not had any affect.
Does anyone know where I need to look to resolve this issue?
Could it be a hardware problem with the cradle button? If the cradle button is not indicating that the handset is in the cradle, then lifting the handset off the cradle will do nothing. Can the user get dialtone by lifting the handset? Have you tried swapping the phone hardware with a spare?
Also, this might be related to the handset hook issue. The reversible nib that is used to hold the handset in place when mounted vertically; It the nib is out when the phone is positioned at an angle, the nib can prevent the handset from engaging the cradle button, so the phone does not sense the handset in the cradle. If the nib is out, you could try turning it around.