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Polycom410 Forward an incoming call

Polycom410 Forward an incoming call

Polycom410 Forward an incoming call

(OP)
I have run into a customer that use to be able to forward an incoming call by pressing the soft "forward" button the users ext then the forward button again. This is all done without answering the phone. Randomly now when you press the forward button when a call comes in it goes to the VM of the phone called. What could have caused this change? Has anyone had this issue before?

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