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Julie - We are sorry to hear that the CM18445 does not work as expected. For you to be able to answer the second incoming call using the other extension, you need to make sure that there is an active line on line 2 and that you are subscribed to a rollover service. For more details, please contact our Consumer Sales and Service Center between the hours of 9:00 AM and 5:00 PM Monday through Friday at 1-800-595-9511. Thank you -VTech Support
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