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shared line issue

Hi experts,

we have this dn (x1234) that is a shared line with 10 users (as their 2nd line). It is mainly used for helpdesk numbers. So whenever someone called x1234, all of the 10 user's phone are ringing all at the same time. It was working well but sometimes, this one user cannot see the x1234 line ringing even though all of the others are ringing. I already pattern his profile on the CM 4.1(3) to the other but still randomly happening.

can anyone have any ideas where to look to? have the shared line have a limit # of phones/users?

tia

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