if you are using an ip phone (say a 7960 or 7940) as your receptionists phone and have call waiting enabled, when you get a 2nd call come in it basically takes the space that you would put the call you want to transfer in.
the way to get round this would be remove call waiting and setup DN's on the spare line buttons and call fwd when busy to these other DN's
Assuming the receptionist is on the 1st line, the next call comes in on the 2nd line, when this happens, the 2nd line becomes highlighted (on the right side of the ip phone) and it suggests she answers the 2nd line. She would need to push the top round line button to stay active on her first call, complete the transfer or even try parking the first call (if you have this configured) then she can answer the 2nd line. If you watch the right side of the phone where the extension numbers are listed for her phone, you should see how the 1st line is highlighted (or lines are around it) until the 2nd call comes in, then the lines (or highlight) moves to the next line and the soft key buttons reflect options for the new call on the 2nd line.... Again, make the 1st line the active line and make the soft keys active for the 1st line by pushing on the round line button that corresponds with the call she wishes to transfer, hold or park..... then move on to the next call.... Hope this helps...
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