I thought it was from the ACD but it is not in synch for some reason.
SOURCE: How do you reset an Avaya 9620 IP Phone to factory
Reset codes for phones: On all 96xx phones except for the 9610: To access Craft (the menu with the reset choices) from the phone, press the Mute Button + "CRAFT#" That's 27238# on the numeric keypad. This will cause the Craft Procedures menu to be displayed. Just scroll through the menu and follow the soft key prompts to get to reset or clear.
Testimonial: "Thanks dude, you rock! That is absolutely the correct answer."
SOURCE: Avaya 9620 sends calls straight
Check if you have got the Send All softkey activated on your phone
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